My first question is: where did you buy it, and did you get fitted? Backpacks can cause more discomfort if the bag is not fitted for the right Torso size. If you purchased it over the internet, it could be the wrong size for you. Second: the hip pads are called that, but they actually rest on the top of your hip bone, and not on the sides. The trick is to put the bag on, bent over, tighten the waist band at the belly button, then correct all the other straps. Also, how do you have it loaded? heavy things should go to the back and center of the pack, never on top or bottom front. The top straps that control the weight bearing on shoulders shall be at 45° from the backpack to shoulder strap, and the chest strap just above the nipple line. If that doesn’t work, maybe you can try other brands, I have owned Osprey’s for over 30 years and never had an issue, but again I was always fitted at REI, and/or any other outdoor store. Good luck, and Buen Camino!