Rojas v. HSBC Card Services Inc.
Annotate this CaseThis case was the second round of appeals arising from Dalia Rojas’s lawsuit against HSBC Card Services, Inc. and HSBC Technology & Services (USA) Inc. (together, HSBC) for violations of the California Invasion of Privacy Act . Rojas received hundreds of personal calls from her daughter Alejandra, an employee at an HSBC call center, which were recorded by HSBC’s full-time recording system. Rojas alleged HSBC intentionally recorded confidential calls without her consent. She also alleged HSBC intentionally recorded calls to her cellular and cordless phones without her consent. The trial court granted summary judgment to HSBC, and Rojas appealed. The Court of Appeal reversed, concluding HSBC had not met its initial burden to show there was no triable issue of material fact on intent. On remand, HSBC made a Code of Civil Procedure section 998 offer, which Rojas did not accept. The case proceeded to a bench trial, where HSBC relied, in part, on workplace policies that purportedly barred call center agents from making personal calls at their desks to show it did not intend to record the calls. The trial court ultimately entered judgment for HSBC. Pertinent here, the court found Rojas did not prove HSBC’s intent to record. The court also found Rojas impliedly consented to being recorded, and did not prove lack of consent. Rojas appealed that judgment, contending the trial court made several errors in determining she did not prove her Privacy Act claims and that the evidence did not support its findings. The Court of Appeal concluded the trial court applied correct legal standards in assessing lack of consent and substantial evidence supports its finding that Rojas impliedly consented to being recorded. Although the Court determined the record did not support the court’s finding that HSBC did not intend to record the calls between Rojas and her daughter, that determination did not require reversal. "What it underscores, however, is that a business’s full-time recording of calls without adequate notice creates conditions ripe for potential liability under the Privacy Act, and workplace policies prohibiting personal calls may not mitigate that risk."
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