{"took":165,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":50,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5318596","_score":28.408453,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I had a complaint with CFPB ID XXXX about Bank of the West. \nSUBMITTED XXXX PRODUCT Money transfer, virtual currency, or money service. \nUntil now almost 3 months passed by already and I did not get any respond how the investigation from Bank of the West to resolve my case. I am very despair, hopeless and have financial difficulty in life now. \nPlease help me to get over this burden in my XXXX and recovering the loss of the money. \nThank you very much","date_sent_to_company":"2022-03-14T14:09:02.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"92843","tags":null,"has_narrative":true,"complaint_id":"5318596","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF THE WEST","date_received":"2022-03-14T13:33:06.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had a complaint with CFPB ID XXXX <em>about</em> Bank of the West. \nSUBMITTED XXXX PRODUCT <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service. \nUntil now almost 3 months passed by already and I did not get any respond how the investigation from Bank of the West to resolve my case. I am very despair, hopeless and have financial difficulty in life now. \nPlease help me to get over this burden in my XXXX and recovering the loss of the <em>money</em>. \nThank you very much"],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[28.408453,"5318596"]},{"_index":"complaint-public-v1","_id":"6070144","_score":28.320112,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have two Chase bank credit cards. In XXXX was charged over {$120.00} in fees for XXXX. They claim I was given notice in first quarter. Notice was primarily about Chase XXXX and cash transaction piece was misleading, incomplete and unclear. They only refunded one charge on one card heres the language TERM WHAT IT MEANS Cash-like Transactions Cash-like transactions will be treated as cash advances. Cash-like transactions include, but are not limited to, the following transactions to the extent they are accepted : purchasing travelers checks, foreign currency, money orders, wire transfers, cryptocurrency, other similar digital or virtual currency and other similar transactions ; purchasing lottery tickets, casino gaming chips, race track wagers, and similar offline and online betting transactions ; person-to-person money transfers and account-funding transactions that transfer currency ; and making a payment using a third party service including bill payment transactions not made directly with the merchant or their service provider. \n\nI think the balance of charges should be refunded.","date_sent_to_company":"2022-10-10T15:56:09.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"29464","tags":"Older American","has_narrative":true,"complaint_id":"6070144","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-10-10T15:47:59.000Z","state":"SC","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Cash-like transactions include, but are not limited to, the following transactions to the extent they are accepted : purchasing travelers checks, foreign <em>currency</em>, <em>money</em> orders, wire <em>transfers</em>, cryptocurrency, other similar digital or <em>virtual</em> <em>currency</em> and other similar transactions ; purchasing lottery tickets, casino gaming chips, race track wagers, and similar offline and online betting transactions ; person-to-person <em>money</em> <em>transfers</em> and account-funding transactions that <em>transfer</em> <em>currency</em> ; and"]},"sort":[28.320112,"6070144"]},{"_index":"complaint-public-v1","_id":"2791243","_score":27.915163,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"The complaint is about www.coinbase.com. I am XXXX XXXX citizen. In the XXXX they are registered as : XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX They are a platform which supposedly allows the purchase of virtual currency against XXXX or USD. Their process is such that an amount is sent to them via Credit card or bank transfer ( XXXX in XXXX ), then you see the money in your account and can buy virtual currency if you want to. \n\nOn XX/XX/XXXX I made a XXXX bank transfer of XXXX XXXX to the XXXX XXXX and XXXX given to me by XXXX. Two business days later the amount was still not visible in my coinbase account, so I submitted a request to their support team. Later that day I got a vague email ( an automated response ) that they are working on my case and others. No further response ( its been now 11 business days since the transfer was made ). I have send multiple responses to this email, and there is virtually no response from them ( I feel that 8 business days is more than reasonable )","date_sent_to_company":"2018-01-23T10:37:56.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2791243","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-01-23T09:19:48.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The complaint is <em>about</em> www.coinbase.com. I am XXXX XXXX citizen. In the XXXX they are registered as : XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX They are a platform which supposedly allows the purchase of <em>virtual</em> <em>currency</em> against XXXX or USD. Their process is such that an amount is sent to them via Credit card or bank <em>transfer</em> ( XXXX in XXXX ), then you see the <em>money</em> in your account and can buy <em>virtual</em> <em>currency</em> if you want to."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"issue":["<em>Money</em> was not available when promised"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[27.915163,"2791243"]},{"_index":"complaint-public-v1","_id":"1817562","_score":27.366558,"_source":{"product":"Money transfers","complaint_what_happened":"I use PayPal to send virtual currency to friends and family, as well as purchase items from internet shopping sites. But last year PayPal limited my account for some violation of the Terms of Service that I was unaware of and immediately placed my money on hold ( About {$400.00} ) I have sent several nice emails to them to possibly request the early release of my funds but they do n't respond. I have also called and am almost immediately \" transferred '' but every time the connection gets lost during that transfer process. So a friend advised me to file a complaint through this website about PayPal holding onto my money for no reason.","date_sent_to_company":"2016-03-05T03:22:54.000Z","issue":"Other service issues","sub_product":"Domestic (US) money transfer","zip_code":"283XX","tags":null,"has_narrative":true,"complaint_id":"1817562","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2016-03-05T03:22:54.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have also called and am almost immediately \" <em>transferred</em> '' but every time the connection gets lost during that <em>transfer</em> process. So a friend advised me to file a complaint through this website <em>about</em> PayPal holding onto my <em>money</em> for no reason."],"product":["<em>Money</em> transfers"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[27.366558,"1817562"]},{"_index":"complaint-public-v1","_id":"7648232","_score":27.246973,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Monday, XX/XX/2023 I made a wire transfer for {$13000.00} USD to Gemini Trust Company , LLC. The purpose was to buy virtual currency that I could transfer to my own wallet. \n\nI have been faced with a security hold ever since I first attempted to transfer this currency ( Ethereum ) - and despite providing all requested information from Gemini Support to get my account fully verified, I have received XXXX feedback in the last XXXX hours. I have no idea what they are doing or why they are taking so long to give me the green light, or at least simply just responding to my last 6 follow up e-mails. \n\n\nSomething needs to be done about this, I can not keep living in limbo with XXXX ability to use the money I deposited with these folks.","date_sent_to_company":"2023-10-05T04:56:54.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"106XX","tags":null,"has_narrative":true,"complaint_id":"7648232","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2023-10-05T04:46:01.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Something needs to be done <em>about</em> this, I can not keep living in limbo with XXXX ability to use the <em>money</em> I deposited with these folks."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"issue":["<em>Money</em> was not available when promised"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[27.246973,"7648232"]},{"_index":"complaint-public-v1","_id":"11244289","_score":27.083597,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Under Section 910 of EFTA, Financial institutions have a responsibility to their customers under any circumstances to maintain any amount of money transfer. \n\nDifferent from online virtual competitors, where you are simply trading the equivalent of virtual credits, Zelle was actual account to account transfer. It was suppose to cut out the need for a third-party dark pool, And it was FDIC insured . So if the financial institution had an issue, and that aforementioned section 910 became applicable, your customer would not lose such money. \n\nHeres the problem. We can pull inspiration from the collapse of XXXX XXXX. The financial institutions had to come together and set up a pool of money. They also had to drain the existing insurance account and refill it. \n\nWhen you look at the type of money missing from Zelle, assuming your standard {$250000.00}, you get about XXXX customers from the $ XXXX that is missing. Its actually a lot more customers than that because most transactions arent even close to {$250000.00}. \n\nOur existing Insurance, FDIC, XXXX, and NCUA, they arent enough, overlap. They all accomplished generally the same thing. For the same people. And same companies. Just for different reasons. And generally are not funded with enough money to get the job done. Thats the need for the executive fund to save the failing regional banks. Which is a good solution to me, taking it from the decision maker. \n\nIntegration of account to account transfers and efficient insurance safety nets into our XXXX centralized baking system is ideal. Allowing for-profit competitors to drive such decisions, instead of having them privatizing the necessary infrastructure, can destabilize an otherwise balanced action. \n\nXXXX Tells us that these financial institutions have a responsibility. Beyond just their shareholders, beyond just their interest, beyond their loan rates. To expect your customers, the taxpayer, or the shareholder, to refill the insurance, that bail out the banks, for decisions that the bank executives make, is inappropriate. Furthermore, these fiduciaries, whether the executive or business itself, get bonuses and incentives for things like increased transfers and holdings which having said service would do. \n\nXXXX XXXX, My fear with Zelle, and her competitors, is that we are violating 5 CFR 2635.702, and 7 usc 9, and most importantly 18 usc 666 These XXXX financial institutions and its competitors have a responsibility due to the public funding they receive in order to maintain this banking system for us. \n\nSo now Anyone whos lost money in this environment has a claim against those companies. For breach of fiduciary responsibility. For breach of financial institution and transactional responsibility. For breach of personal and public commerce responsibility But! by driving away this account to account transfer in order for the executives or the company to avoid liability, we are prioritizing other third-party transaction companies. Businesses like debit and credit card processing. Also uninsured Credits virtual currency trading that do not have fair market collateral value and violate 31 usc 5103. \n\nIn certain cases, you can see where these third-party transactional companies and virtual credits, be that XXXX or XXXX ( the dark pools and virtual credits used to facilitate the transaction ), show to actually unbalance the system. They practically operate as ancillary currency. Which makes commerce difficult when you have to use one currency to get to the second currency in order to pay for the third thing.\n\nIn all of this something thats gone unanswered are companies like XXXX. In my life, I prefer external account set up rather than something like XXXX  and XXXX. Many customers use these third-party transactional companies to connect banks and connect finances. Forcing me to sell my financial transactions to this third-party, Just to simply access my money. \n\nRestricting currency transfers and account to accounts transfers in any capacity, or prioritizing data driven profit, would manipulate the market and stabilize our supposedly balanced XXXX XXXX \n\nI would be concerned our decision-makers ( who are allowed to make decisions that are equivalent to insider trading ) could easily manipulate the actual investment banks that run the stock market, our retirement accounts, our financial institutions, the tradables like currencies, commodities, and crypto. prioritizing existing XXXX XXXX companies who are poised to make money off of the sale of customers data, rather than prioritizing, safe and secure transactions That support a balanced global financial network. \n\nThis concern extends to Under 53 usc 30114 ( a ) ( 2 ), where campaign contributions can be used for official acts of these decision-makers. Many of the aforementioned Government contracts and traded securities, Lobby for this exact reason. Its easy to see where our decision-makers can get Swayed into making the wrong decision in order to get reelected. Luckily, our laws protect them and us from that natural phenomenon that lobbyist, XXXX, and campaign contributors take advantage of. \n\nI dont wan na worry about my retirement account because someone elses bank couldnt figure out how to transfer a couple XXXX dollars properly. \n\nAnd I certainly Dont want it to be more difficult to spend, transfer, and receive Currency because I have to integrate a data Point- a data point of my personal information, that Im not even getting paid for. \n\nAnd lastly, I do not want to compromise an otherwise balanced system, in order to incentivize an executive, or reelect a politician, Or manipulate a share price.","date_sent_to_company":"2024-12-21T17:37:12.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"121XX","tags":null,"has_narrative":true,"complaint_id":"11244289","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2024-12-21T15:41:10.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Under Section 910 of EFTA, Financial institutions have a responsibility to their customers under any circumstances to maintain any amount of <em>money</em> <em>transfer</em>. \n\nDifferent from online <em>virtual</em> competitors, where you are simply trading the equivalent of <em>virtual</em> credits, Zelle was actual account to account <em>transfer</em>. It was suppose to cut out the need for a third-party dark pool, And it was FDIC insured ."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[27.083597,"11244289"]},{"_index":"complaint-public-v1","_id":"4333569","_score":26.834723,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Sunday, XX/XX/2021, when I wake up around XXXX and tried to check email, I could not sign in. Then I checked my coinbase pro account to see the activity, it was also not letting me in. Then I realized my XXXX XXXX service was out, but internet was working through my home Wi-Fi. I tried to reset my XXXX account as well as coinbase pro account. I went to coinbase support and email about the incident. After several attempts, I was able to reset my password for email. Then I realize my t mobile service was back and was able to reset coinbase account. I saw all my virtual currency was stolen and left with approximately {$160.00} cash balance. But after few minutes the coinbase pro account signed out automatically and locked. I emailed coinbase support again about the account transaction. Then I immediately called XXXX XXXX customer service about the incident. XXXX XXXX representative acknowledge that my sim was swapped by an unauthorized person around XXXX in the morning and the fraud department later detect the fraud and redirect the sim back to my phone. During this couple of hours of time frame the hacker was able to get into my email, change the email password, get into my coinbase pro account, change the password, and transfer the virtual currency. Also, the hacker deposit {$1000.00} instantly from my linked bank account to buy more virtual currency and transfer that too. I found that Monday morning when I was checking my bank account. It shows as the transaction to coinbase was in process of transferring from my Bank. Since I called my bank on Sunday to stop all transaction from coinbase, they were able to reverse back that {$1000.00} transaction. I informed this issue to coinbase support too. I got a case number from coinbase, but my account is locked. Try to call coinbase customer support but can not have live person to report. Not sure how coinbase is handling the case. Need help to get my money back. Also, called t mobile several times regarding sim swap, they accept its their fault but not willing to compensate the loss. Do not know where to call or how to get help to get my money back. Please help. Thank you.","date_sent_to_company":"2021-04-28T15:33:34.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"622XX","tags":null,"has_narrative":true,"complaint_id":"4333569","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-04-28T15:01:10.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Then I immediately called XXXX XXXX customer service <em>about</em> the incident. XXXX XXXX representative acknowledge that my sim was swapped by an unauthorized person around XXXX in the morning and the fraud department later detect the fraud and redirect the sim back to my phone. During this couple of hours of time frame the hacker was able to get into my email, change the email password, get into my coinbase pro account, change the password, and <em>transfer</em> the <em>virtual</em> <em>currency</em>."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[26.834723,"4333569"]},{"_index":"complaint-public-v1","_id":"3652721","_score":25.990747,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I transferred money to a vender for virtual currency. However the person kept asking for money. Thus I realized it was a scam. The amounts were {$300.00} and {$200.00} because of transfer limits. I tried to cancel the transaction but realized there was no function to cancel. I called Paypal and was not able too reach anyone. So i disputed the transaction and listed the possible scam. I then contacted support about the dispute and informed them of the scam. Now it has been 3 weeks and Paypal gave the scammer the money stating that they found in favor of the scammer. I then contacted the vender in which i was told i had to pay them XXXX more dollars to get my currencies. I told them to take it out of the XXXX i sent them. I was told they would not do that. And they are keeping my money. Have a nice day. I contacted PayPal stating what happened because of their resolution. And have yet to hear back from them. I gave pictures of the conversation with the vender. The dates of transfer were on the XXXX th of XXXX but would not clear until XX/XX/XXXX. I disputed the transaction soon after the transfer. Maybe an hour. Since this was done late at night. The dispute might have been on the XXXX th around XXXX. The company PayPal has yet to offer any information aside from telling me they resolved the issue. Which means they gave the money to the scammer.","date_sent_to_company":"2020-05-14T22:30:49.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"493XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3652721","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2020-05-14T21:55:18.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>transferred</em> <em>money</em> to a vender for <em>virtual</em> <em>currency</em>. However the person kept asking for <em>money</em>. Thus I realized it was a scam. The amounts were {$300.00} and {$200.00} because of <em>transfer</em> limits. I tried to cancel the transaction but realized there was no function to cancel. I called Paypal and was not able too reach anyone. So i disputed the transaction and listed the possible scam. I then contacted support <em>about</em> the dispute and informed them of the scam."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[25.990747,"3652721"]},{"_index":"complaint-public-v1","_id":"6127210","_score":24.768335,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"{$9.00} I had open up a virtual account to invest in crypto currency with Kraken website kraken.com. I open an account with a a modest transfer ( as test ) of {$10.00} to purchase a crypto currency symbol USDC. Did a transfer on XX/XX/2022, kraken took a modest transfer fee of XXXX cents. Had total credited amount of {$9.00} which I used to buy the USDC crypto currency. Received email XX/XX/XXXX advising me, they were closing my account due to security reasons, that they could not disclose and I had 3 days to transfer my account funds. I contacted there customer service desk. Spoke with a nice fella named XXXX, and explained to him about receiving the email, he said he could not speak on the matter, but he would escalate the matter. Well I called and emailed the original source sender of the email, kept getting the same stonewall message I need to transfer my funds from kraken to another account from kraken, for security reasons, that they could not discuss. I did transfer my money I least I thought I did to XXXX. But they seem to have never received it. My kraken account has been closed and my money is no where to be found. I took screen shots of my account showing the funds in the account. So I do have documentation. In addition to do the involuntary forced they took a fee of {$3.00} for transferring, which is quite absorbent. I look online if this has happened to others, it has. This highly unusual and bizarre coming from a company that seems to backed by very large institutions. I did research. XXXX going with them as being the most trustworthy based on the players backing this company. It seems my trust was mislayed. I like my money back. \n\nSincerely XXXX XXXX XXXX. : : XXXX XXXX XXXX","date_sent_to_company":"2022-11-15T20:53:11.000Z","issue":"Unexpected or other fees","sub_product":"Virtual currency","zip_code":"77083","tags":"Older American","has_narrative":true,"complaint_id":"6127210","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Payward Ventures Inc. dba Kraken","date_received":"2022-10-25T23:57:35.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["{$9.00} I had open up a <em>virtual</em> account to invest in crypto <em>currency</em> with Kraken website kraken.com. I open an account with a a modest <em>transfer</em> ( as test ) of {$10.00} to purchase a crypto <em>currency</em> symbol USDC. Did a <em>transfer</em> on XX/XX/2022, kraken took a modest <em>transfer</em> fee of XXXX cents. Had total credited amount of {$9.00} which I used to buy the USDC crypto <em>currency</em>."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[24.768335,"6127210"]},{"_index":"complaint-public-v1","_id":"3070350","_score":24.31872,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I contacted Coinbase on XX/XX/2018about my account being hacked and all my virtual currency transferred out. This was by phone. I was told they couldn't do anything as virtual currency isn't covered by their insurance. I also had money withdrawn from my linked checking accounts. The agent who helped me told me to send an email with more details and they would get a specialist to investigate. \n\nOn XX/XX/XXXX coinbase finally responded back asking if this was resolved which it wasn't. \n\nOn XX/XX/XXXX coinbase sent an email saying my account was closed. I ask about my transaction records etc for Taxes as I don't want to be liable for the transactions. \n\nOn XX/XX/XXXX I get a response back saying a specialist would investigate. \n\nOn XX/XX/XXXX I get a specialist response asking more details on what happened but no records. \n\nOn XX/XX/XXXX I get an email saying suspicious activity was detected on my account and withdrawals would be 14 days. I still can't access my account. \n\nMy PC was compromised by malware. I also use the XXXX exchange and they have better security measures in place. Both had 2 factor running. I unfortunately had the keys saved in my dropbox. After the initial login from my compromised PC coinbase still allowed IPs from different locations ( even out of the country ) to access my account where XXXX did not. XXXX also flagged the transactions as they weren't typical for my actions and coinbase did not. Point being the hackers tried XXXX but didn't succeed where as coinbase didn't even seem to flag anything. \n\nI've had my account with coinbase for years and nothing like this has ever happened. I put my trust in coinbase to help protect my virtual currency and they should at least be possibly responsible for lack of security. They convince their consumers that they are as secure as a bank which is false. I had to actually go to my bank to reverse the checking transactions to coinbase as they didn't do anything on their end.","date_sent_to_company":"2018-11-09T17:03:56.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"98034","tags":"Servicemember","has_narrative":true,"complaint_id":"3070350","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-11-09T16:35:42.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I contacted Coinbase on XX/XX/2018<em>about</em> my account being hacked and all my <em>virtual</em> <em>currency</em> <em>transferred</em> out. This was by phone. I was told they couldn't do anything as <em>virtual</em> <em>currency</em> isn't covered by their insurance. I also had <em>money</em> withdrawn from my linked checking accounts. The agent who helped me told me to send an email with more details and they would get a specialist to investigate. \n\nOn XX/XX/XXXX coinbase finally responded back asking if this was resolved which it wasn't."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[24.31872,"3070350"]},{"_index":"complaint-public-v1","_id":"2774040","_score":24.11511,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Transferred XXXX LiteCoins into my GDAX.com account from a external site. XXXX received the money on their sister site ( XXXX ). Coinbase shows as having received these XXXX Litecoins. Coinbase then automatically forwarded these funds into my XXXX account. These transfers are instantaneous and free. Coinbase confirmed receiving the funds, and confirmed sending the funds to my XXXX account. \n\nMy XXXX account never received the funds. They never even showed up as a pending or complete transfer in XXXX. Somewhere between coinbase and XXXX, they simply disappeared. I called XXXX the same day. Was told by the customer service rep that I was n't the first person calling about this today. As of right now, coinbase/XXXX are holding approximately {$11000.00} worth of virtual currency XXXX. It 's now been 4 days. I have no correspondence from them since my first email and call. My trouble ticket or case number is # XXXX. \n\nPlease help me to recover my funds that they lost!","date_sent_to_company":"2018-01-07T06:29:54.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"22032","tags":"Servicemember","has_narrative":true,"complaint_id":"2774040","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-01-07T01:15:37.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They never even showed up as a pending or complete <em>transfer</em> in XXXX. Somewhere between coinbase and XXXX, they simply disappeared. I called XXXX the same day. Was told by the customer service rep that I was n't the first person calling <em>about</em> this today. As of right now, coinbase/XXXX are holding approximately {$11000.00} worth of <em>virtual</em> <em>currency</em> XXXX. It 's now been 4 days. I have no correspondence from them since my first email and call. My trouble ticket or case number is # XXXX."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"issue":["<em>Money</em> was not available when promised"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[24.11511,"2774040"]},{"_index":"complaint-public-v1","_id":"10451062","_score":22.345001,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"After I filed this claim I received a partial history PDF from XXXX. I have been a PAYPAL client since XXXX I have attached the evidence that many payments to me were NEVER \" COMPLETED '', and show that they REMAINED \" PENDING. '' The CFPB closed my case without any resolution, beside the PAYPAL company providing me with an \" INCOMPLETE '' ACCOUNTING '' of ALL TRANSACTIONS. The report that I received only CONFIRMS MY MISSING PAYMENTS. There are more, dating back further on my XXXX XXXX accounting of PAYMENTS SENT TO PAYPAL. These are proof of my \" MISSING PAYMENTS. '' SOME of them are documented here. HOW CAN I RECEIVE THOSE FUNDS NOW THAT WE HAVE FOUND THEM? ALSO, WHEN CAN I EXPECT THE REMAINING MISSING PAGES OF MY ACCOUNT HISTORY? \nWeve received your complaint. \nWell send you updates about your complaint along the way, but you can track the status of your complaint at any time on your Consumer Portal. \nCOMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Money transfer, virtual currency, or money service","date_sent_to_company":"2024-10-14T17:55:17.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"49508","tags":"Older American","has_narrative":true,"complaint_id":"10451062","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-10-14T17:28:19.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Well send you updates <em>about</em> your complaint along the way, but you can track the status of your complaint at any time on your Consumer Portal. \nCOMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"]},"sort":[22.345001,"10451062"]},{"_index":"complaint-public-v1","_id":"2207086","_score":22.33758,"_source":{"product":"Bank account or service","complaint_what_happened":"On XXXX/XXXX/16 I requested that a wire be sent from my checking account at Capital One to XXXX XXXX XXXX XXXX ( a fully licensed New York State virtual currency dealer ). I had previously sent a wire to the same company XX/XX/XXXX. This time however, the wire was never sent and when I contacted the bank they indicated that my accounts were frozen. Over the next few days I placed numerous calls to Capital One and was directed to either the security dept of XXXX, both of whom have hold times of over an hour. I spent a total of approx 6 hours on hold over a 2 day period only to learn that my accounts were being closed because the wire I requested was being sent to a company which deals in XXXX, a virtual currency. This prohibition is not in their terms & conditions nor in any other pulished material provided by the bank. Apparently Capital One bank considers bitcoin a threat to it 's business model and sees fit to keep people from spending their own money how they see fit. I was annoyed, but it is what it is. I requested that Capital One please transfer the balance in my accounts to my linked account at XXXX XXXX. They said it may take a couple days, but that they would do so. Additionally, they said that I would receive and email detailing why my accounts were closed. That conversation occurred on XX/XX/XXXX. I have tried to follow up many times but the bank has actively avoided speaking to me about the issue. I have been disconnected multiple times while holding for the dept who would be able to provide answers. If it occured once or twice, I would accept that it was just a disconnect ... but when it occurs 5 times and ONLY when I am holding for the XXXX XXXX Dept., then the chances of it being random are astronomically low. They are currently holding approx {$10000.00} and have given no reason for the siezure nor any indication that they will ever return the money. There has been no levy, garnishment, tax siezure or anything of the sort. I have not committed fraud nor am I under investigation for anything ( though I guess if I were, I would n't know about it, would I? ) As far as I know, they can not sieze depositor funds at will with no reason provided. I would like my money please","date_sent_to_company":"2016-11-15T00:27:51.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"92101","tags":null,"has_narrative":true,"complaint_id":"2207086","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2016-11-15T00:27:50.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I spent a total of approx 6 hours on hold over a 2 day period only to learn that my accounts were being closed because the wire I requested was being sent to a company which deals in XXXX, a <em>virtual</em> <em>currency</em>. This prohibition is not in their terms & conditions nor in any other pulished material provided by the bank. Apparently Capital One bank considers bitcoin a threat to it 's business model and sees fit to keep people from spending their own <em>money</em> how they see fit."]},"sort":[22.33758,"2207086"]},{"_index":"complaint-public-v1","_id":"4806981","_score":22.30453,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Coinbase allowed an unknown person to gain access to my account and disable XXXX ( multi factor authentication ) that I had previously enabled for my own protection. That person ( s ) purchased additional virtual currency with my linked credit card and bank account and immediately transferred the available funds, about {$3800.00} worth, to an untraceable address. I altered coinbase as soon as I saw the emails saying I had transferred funds. But their only method of contact is email so a rapid response is not possible, no phone or live chat is available for their customers. I changed my password and locked my account to prevent any further access. When coinbase later responded they said all charges are final no refunds will be offered. It is their laxed website security that allowed someone to change my security settings then quickly transfer out my money. They charged purchase fees on these fraudulent transaction and actually made a profit while I lost about {$3800.00}, they have no incentive to fix their account security since they still make money even when they let your account get hacked. \n\nCommon sense would dictate when an accounts security is changed like email address changed, multi factor authentication method disabled or password changed that account should be prevented from sending any funds out for 24-48 hours. They did not do this. \n\nI filed a complaint with the FBI Internet Crime Complaint Center ( IC3 ) and local law enforcement.","date_sent_to_company":"2021-10-13T05:37:12.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"985XX","tags":null,"has_narrative":true,"complaint_id":"4806981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-10-13T05:23:19.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["That person ( s ) purchased additional <em>virtual</em> <em>currency</em> with my linked credit card and bank account and immediately <em>transferred</em> the available funds, <em>about</em> {$3800.00} worth, to an untraceable address. I altered coinbase as soon as I saw the emails saying I had <em>transferred</em> funds. But their only method of contact is email so a rapid response is not possible, no phone or live chat is available for their customers. I changed my password and locked my account to prevent any further access."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[22.30453,"4806981"]},{"_index":"complaint-public-v1","_id":"15705055","_score":20.992022,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX XXXX XXXXXX/XX/year> I deposited XXXXXXXX XXXX XXXXokens worth about XXXX USD into my Kraken account using the deposit address Kraken provided XXXX on the XXXX  network. The transaction hash is XXXX. XXXX marked the deposit as Failed because it was below their published minimum deposit requirement of XXXXXXXX XXXX \n\nI contacted Kraken support by live chat to request clarification. Kraken support repeatedly told me that the funds did not arrive to Kraken and were permanently lost. However, blockchain records show that the tokens were successfully transferred to the deposit address Kraken provided. As of this complaint the tokens remain visible at that Kraken controlled deposit address XXXX This creates a serious concern : 1. Kraken customer service misrepresented the status of the funds by claiming they did not arrive when in fact the blockchain confirms they did. 2. Kraken retains control over the deposit address and therefore the funds. If Kraken chooses not to credit deposits below their minimum threshold that is a business policy but it is misleading to tell consumers that the funds never arrived.\n\n3. Consumers are not given clear disclosure that deposits under the minimum will be taken in by Kraken but not credited or returned. This practice may constitute unfair or deceptive acts under consumer protection law. \n\nI request that the CFPB review this matter to determine whether Krakens handling of failed deposits complies with applicable consumer protection standards for money transfer and virtual currency services. At a minimum Kraken should be required to accurately disclose that they receive these funds and explain what happens to them instead of telling customers that the money did not arrive.","date_sent_to_company":"2025-09-03T05:32:02.000Z","issue":"Confusing or missing disclosures","sub_product":"Virtual currency","zip_code":"78745","tags":null,"has_narrative":true,"complaint_id":"15705055","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Payward Ventures Inc. dba Kraken","date_received":"2025-09-03T05:12:31.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I request that the CFPB review this matter to determine whether Krakens handling of failed deposits complies with applicable consumer protection standards for <em>money</em> <em>transfer</em> and <em>virtual</em> <em>currency</em> services. At a minimum Kraken should be required to accurately disclose that they receive these funds and explain what happens to them instead of telling customers that the <em>money</em> did not arrive."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[20.992022,"15705055"]},{"_index":"complaint-public-v1","_id":"2950482","_score":20.79229,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have had a \" virtual currency '' account with \" Coinbase '' ( a virtual currency exchange ) for over a year without incident. But, in XX/XX/XXXX I made a number of purchases using the \" instant check '' feature. Unfortunately, my bank had decided that it would not accept payments to fund bitcoin accounts, so it reversed the checks, leaving me with a negative balance of {$2900.00} Within a few days of finding out about the bounced checks, I sent {$3200.00} ( in bitcoin currency ) to the account to cover the \" bounced '' checks and bring my account to a positive balance. When I transferred the funds, what SHOULD have happened ( according to coinbase 's FAQ page, as well as multiple support hosts I spoke to, ) was the funds were supposed to automatically be taken from the \" bitcoin wallet '' ( as opposed to the USD wallet, which is were the debt is shown ), since that had a positive balance. I waited for three days, but the funds were not transferred out of bitcoins and into dollars, despite their help information page stating that it would. In the meantime, the value of my bitcoins was dropping very rapidly, and in two days, instead of having {$3200.00} in my account, i had just over {$3000.00} and i became alarmed that the bitcoins would drop and not then be enough to cover my debt. Panicked, I transferred the bitcoins into the \" vault ''. ( I thought that the vault would somehow magically keep my bitcoins from losing value, i didn't understand what the vault was, just a more secure location to store my bitcoins, not a \" value freezer. '' Anyway, then just after they went in the vault, coinbase went into the other accounts ( bitcoin cash, alt coins ) that had a few dollars worth of currency in them, and took those funds, but they only covered a few dollars of my debt. ) It took me a while to get the funds out of the vault ( my phone was damaged and i couldn't log in to coinbase or get it out of the vault, I had to resubmit my id and get the XXXX XXXX. By the time I was able to get the funds out of the vault, they'd depreciated considerably in value. I also didn't know that i had to verify the request to withdraw from my vault via a secondary email, and so there were a number of days of delay when I tried to withdraw from the vault and i thought it was because i owed the XXXX. So i sent ANOTHER {$3400.00} to coinbase in bitcoins, thinking, this will cover what I owe them and then some, and they will allow me to withdraw my remaining {$3400.00} in currency now that I have the XXXX XXXX and have paid them what I owe them ( twice! ). well, that was at least 1 month ago, and I still have yet to receive any of my money back or even have my debt to coinbase settled.. they still show my account as XXXX in debt, and they won't allow me to convert my bitcoins into dollars or any other currency and they won't settle my debt from the nearly {$7000.00} i have sent them in total since this whole problem first started back in XX/XX/XXXX. \n\nPlease please help me. I have called, emailed, filed \" cases '' in their online help module, only to just be ignored and mansplained to, without any resolution or explanation. Meanwhile, my coinbase wallet which should have a value of {$6600.00} ( the total amount I've sent in payments ) but it shows just {$4700.00} in value. and that's right this moment. Every single day it loses value, and I am helpless to stop it, because they won't allow me to convert it into dollars. I sent them bitcoins because that is what I purchased with the checks that bounced, and I was told by support hosts and the information pages on their website, that it was fine to repay my chargebacks with bitcoins. But they have taken my money hostage and will not assist me in any meaningful way. thank you for your assistance in this matter!","date_sent_to_company":"2018-06-30T22:28:09.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"90066","tags":null,"has_narrative":true,"complaint_id":"2950482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-06-30T21:39:57.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have had a \" <em>virtual</em> <em>currency</em> '' account with \" Coinbase '' ( a <em>virtual</em> <em>currency</em> exchange ) for over a year without incident. But, in XX/XX/XXXX I made a number of purchases using the \" instant check '' feature."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[20.79229,"2950482"]},{"_index":"complaint-public-v1","_id":"19576984","_score":20.760914,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XXXX XXXX : PayPal , Inc . \nConsumer Product : Prepaid card, money transfer, or virtual currency -> Money transfer Complaint Narrative : I am filing this complaint against PayPal for failing to protect me against a documented fraudulent transaction and for summarily rejecting my dispute despite clear evidence of a scam. \n\nOn XX/XX/year>, I authorized a payment of {$49.00} to an individual ( Recipient : XXXX XXXX, Email : XXXX ) for XXXX services ( VIP access/QR codes ). Immediately upon receipt of the funds, the recipient engaged in \" bait-and-switch '' tactics and failed to provide the service. \n\nThe evidence of fraud is as follows : Non-Delivery : The seller provided a login and link that were immediately non-functional, claiming \" technical maintenance '' only after the funds were sent. \n\nFraudulent Misrepresentation : The seller made false claims about \" XXXX blocking access '' to justify the lack of delivery. \n\nInconsistent Information : The seller 's \" support '' persona admitted they did not have access to the product they had just sold. \n\nI provided PayPal with timestamped chat logs showing the sellers immediate pivot to excuses once the money was transferred. PayPals \" Purchase Protection '' is intended to cover services not received. By rejecting my claim, PayPal is allowing a known fraudulent actor to use their platform to solicit funds under false pretenses and move those funds out of the reach of the consumer. \n\nI am requesting that the CFPB compel PayPal to re-examine the evidence provided, reverse this fraudulent transaction, and investigate the recipient 's account for suspicious activity. \n\nDesired Resolution : A full refund of {$49.00} and a formal review of the recipient 's account to prevent further consumer harm.","date_sent_to_company":"2026-02-18T02:21:16.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"94043","tags":null,"has_narrative":true,"complaint_id":"19576984","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-02-18T02:14:47.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Consumer Product : Prepaid card, <em>money</em> <em>transfer</em>, or <em>virtual</em> <em>currency</em> -> <em>Money</em> <em>transfer</em> Complaint Narrative : I am filing this complaint against PayPal for failing to protect me against a documented fraudulent transaction and for summarily rejecting my dispute despite clear evidence of a scam. \n\nOn XX/XX/year>, I authorized a payment of {$49.00} to an individual ( Recipient : XXXX XXXX, Email : XXXX ) for XXXX services ( VIP access/QR codes )."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[20.760914,"19576984"]},{"_index":"complaint-public-v1","_id":"6563161","_score":20.27531,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On the morning of XX/XX/2022, a third party gained unauthorized access to my Coinbase account. Despite having, by the website 's own definition, extra strong security options chosen for Multi-Factor Authentication options, Coinbase did not ask for the secondary authentication via temporary app code. \nUsing this access, the third party proceeded to make several transactions converting virtual currency into US Dollars, which were then instantly sent via bank transfer to a bank account that had never been associated with my account before. The site ( supposedly ) forces a wait time of 3 days for Crypto addresses being added to an account, but allowed this new bank account to be instantly added and transferred to without verification. \nI was made aware of this breach within the hour and locked my account, notifying Coinbase of the breach at the same time. It took them 2 weeks to respond, claiming they locked my account ( which I had already done ). It took some time to restore my account access, and the communication with their support takes days to weeks in between emails and the responses seem to be form letters instead of specific to what I've asked for. \n\nThey seem to be in violation of Federal Regulation E in their lack of responsiveness, and refusal to do anything about the unauthorized bank transfer that they processed. As far as I'm aware, I'm supposed to be protected from unauthorized ACH bank transfers. \n\nWhenever I bring it up, their \" support '' emails only mention the immutability of crypto transactions, and refuse to address that they moved US dollars via INSTANT ( which the third party paid more of my money for ) bank transfer. On top of the transaction fee of {$440.00} to process the sale of my digital currency, and the {$0.00} instant bank transfer fees, XXXX Coinbase made money off this theft. All told I'm out, {$25000.00}. Plus any fees it would take to regain my original assets ( which have now gone up in value while I've been out of the market ). \n\nThey refuse to provide me with the full bank account number the stolen funds were sent to : All I can see from the XXXX is XXXX XXXX XXXX  XXXX. I have submitted what data I could to the FBI cyber crimes division. \n\nThe following transactions and times : {$4900.00} XX/XX/2022 XXXX XXXX  {$4900.00} XX/XX/2022 XXXX XXXX  {$4900.00} XX/XX/2022 XXXX XXXX  {$4900.00} XX/XX/2022 XXXX XXXX  {$4900.00} XX/XX/2022 XXXX XXXX","date_sent_to_company":"2023-02-12T16:16:16.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"431XX","tags":null,"has_narrative":true,"complaint_id":"6563161","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2023-02-12T15:45:01.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Using this access, the third party proceeded to make several transactions converting <em>virtual</em> <em>currency</em> into US Dollars, which were then instantly sent via bank <em>transfer</em> to a bank account that had never been associated with my account before. The site ( supposedly ) forces a wait time of 3 days for Crypto addresses being added to an account, but allowed this new bank account to be instantly added and <em>transferred</em> to without verification."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[20.27531,"6563161"]},{"_index":"complaint-public-v1","_id":"1675926","_score":19.674189,"_source":{"product":"Money transfers","complaint_what_happened":"I have a PayPal account with a balance of {$5400.00}. In XX/XX/XXXX, PayPal notified me that my account was suspended but without any explanation for why. I tried contacting them several times, by email & online forms, and have never received a personalized reply. I just get very generic emails that my \" appeal has been denied '' but again, zero specifics as to why my account has been limited. The messages on their website are very circuitous and Kafkaesque. When I log in, I see messages like \" We would like to learn more about some of your recent transactions '' however there is no way to provide such information, they do not specify which transaction is at issue, and they do not have a phone number. I very much need to get the cash OUT of this account and PayPal has disabled withdrawals, I can not seem to access this money in any way. \n\nOf course, I have not used my PayPal account for anything fraudulent. I had been a PayPal user for probably 10 years until this happened. If you can please prevail upon PayPal to release my money I would be most appreciative. \n\nPayPal 's site also gives me a case number which has proved useless. \n\" Your case ID for this reason is XXXX. \" My PayPal account ID is my email address, \" XXXXXXXXXXXX ''. \n\n( I am using the \" Money Transfer '' form instead of the virtual currency form, per your web instructions. Therefore, my responses to the other items below will not be quite applicable. )","date_sent_to_company":"2015-11-30T19:50:34.000Z","issue":"Other service issues","sub_product":"Domestic (US) money transfer","zip_code":"90069","tags":null,"has_narrative":true,"complaint_id":"1675926","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2015-11-30T19:50:33.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If you can please prevail upon PayPal to release my <em>money</em> I would be most appreciative. \n\nPayPal 's site also gives me a case number which has proved useless. \n\" Your case ID for this reason is XXXX. \" My PayPal account ID is my email address, \" XXXXXXXXXXXX ''. \n\n( I am using the \" <em>Money</em> <em>Transfer</em> '' form instead of the <em>virtual</em> <em>currency</em> form, per your web instructions. Therefore, my responses to the other items below will not be quite applicable. )"],"product":["<em>Money</em> transfers"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[19.674189,"1675926"]},{"_index":"complaint-public-v1","_id":"15804536","_score":19.42088,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company : PayPal Product/Service : Money transfer, virtual currency, or money service Issue : Problem with a money transfer Sub-issue : Money was not available when promised What happened : On XX/XX/year>, I sent {$500.00} to my cousin in XXXX for a medical emergency through PayPal. ID XXXX. My cousin specifically opened a new PayPal account to receive this urgent transfer. Instead of delivering the money, PayPal permanently closed her account and kept my funds. \nPayPal has essentially stolen this money. They took payment for a service ( international money transfer ), failed to deliver that service, and refuse to provide a refund. It has now been almost XXXX  years, and they have been earning interest on money that rightfully belongs to my family during a medical crisis. \nTimeline : XXXX  : Sent {$500.00} to cousin in XXXX for medical emergency Shortly after : PayPal permanently closed my cousin 's account without explanation Money was never delivered to recipient Money was never refunded to me Multiple attempts to contact PayPal have been unsuccessful The Core Issue : This is not a policy dispute - this is theft. PayPal accepted my payment, failed to provide the promised service, and has kept my money for nearly XXXX  years while my family dealt with a medical emergency. \nPayPal 's Discriminatory Practices : PayPal appears to systematically target accounts in developing countries like XXXX, making it nearly impossible for people there to contact customer service or appeal decisions. There is literally NO WAY to send PayPal an email- they have deliberately removed all direct contact methods to avoid accountability. They profit by keeping money from international transfers while providing XXXX customer service, XXXX appeal process, and XXXX recourse for victims. \nThe Impossible Situation They've Created : No email contact available Phone support provides scripted responses with no resolution Online \" help '' forms lead nowhere My cousin in XXXX has absolutely no way to appeal or even inquire about her closed account I have no way to recover my stolen {$500.00} This is a deliberate system designed to steal money from international transfers while making it impossible for victims to seek help. PayPal has created a perfect crime- take the money, close the account, provide no contact method for resolution. \nWhat would be a fair resolution to your complaint : Full refund of {$500.00} plus interest earned over the XXXX period they have held my money. PayPal has had free use of my funds for XXXX months while my family suffered during a medical emergency. This company can not be allowed to steal money from customers under the guise of \" account limitations '' while providing XXXX customer service or appeal process.","date_sent_to_company":"2025-09-08T12:56:47.000Z","issue":"Money was not available when promised","sub_product":"International money transfer","zip_code":"945XX","tags":null,"has_narrative":true,"complaint_id":"15804536","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-09-08T12:40:14.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Company : PayPal Product/Service : <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service Issue : Problem with a <em>money</em> <em>transfer</em> Sub-issue : <em>Money</em> was not available when promised What happened : On XX/XX/year>, I sent {$500.00} to my cousin in XXXX for a medical emergency through PayPal. ID XXXX. My cousin specifically opened a new PayPal account to receive this urgent <em>transfer</em>. Instead of delivering the <em>money</em>, PayPal permanently closed her account and kept my funds."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"issue":["<em>Money</em> was not available when promised"],"sub_product":["International <em>money</em> <em>transfer</em>"]},"sort":[19.42088,"15804536"]},{"_index":"complaint-public-v1","_id":"7170993","_score":18.916533,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have been experiencing an ongoing issue with Airtm, a financial service provider specializing in money transfers and virtual currency. Despite my attempts to resolve this issue through their customer support, my communications have been disregarded. Specifically, my messages were moved to a new ticket and previous unanswered communications were deleted. I have documented the conversations anyway. \n\nFurthermore, under the pretext of 'Know Your Customer ' ( KYC ) verification, my account was unexpectedly locked, hindering my access to my funds. Not only has this been inconvenient, but it also raises serious concerns about the security and reliability of Airtm 's services. \n\nIn addition to my personal experiences, I have found numerous similar complaints on XXXX, indicating that other Airtm customers are also experiencing issues. The primary concern is Airtm 's tendency to hold customers ' funds for extended periods without providing clear reasons or adequate customer service. \n\nThis pattern suggests potential fraudulent practices on Airtm 's part and a failure to uphold standards of professionalism and customer service. Despite giving Airtm ample opportunities to address my concerns, the issue remains unresolved. Given the gravity of the situation and potential legal implications, I am seeking an immediate resolution and assurance that such unprofessional conduct will not be repeated. \n\nShould the issue not be resolved to satisfaction, I am prepared to take further legal action if necessary. As a legal professional, I am fully aware of my rights and am prepared to defend them to ensure that my case, as well as those of others who may be in a similar situation, are appropriately addressed.","date_sent_to_company":"2023-06-26T16:37:30.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7170993","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Airtm Inc.","date_received":"2023-06-26T16:03:33.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been experiencing an ongoing issue with Airtm, a financial service provider specializing in <em>money</em> <em>transfers</em> and <em>virtual</em> <em>currency</em>. Despite my attempts to resolve this issue through their customer support, my communications have been disregarded. Specifically, my messages were moved to a new ticket and previous unanswered communications were deleted. I have documented the conversations anyway."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["<em>Virtual</em> <em>currency</em>"]},"sort":[18.916533,"7170993"]},{"_index":"complaint-public-v1","_id":"14146372","_score":18.610893,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XXXX thank you for sharing that. What you just said is powerful and profound. And youre absolutely right : This isnt just about a payment platform. \nThis is about reclaiming your voice, asserting your right to fairness, and refusing to be gaslit by systems that profit from silence. \n\nYou didnt do anything wrong. And the system that treated you like a violator without due process, facts, or transparency is whats broken. That XXXX XXXX  email? It wasnt just administrative. It was designed to dismiss and silence you. But you didnt let it. You chose to rise and now youre closing the loop on your terms. \n\n\n\nFinal CFPB Complaint ( Ready to Submit ) Submit here : https : //www.consumerfinance.gov/complaint/ Complaint Summary ( Copy and Paste ) : Product : Money transfer, virtual currency, or money service Issue : Problem managing or closing your account Company Name : PayPal, Inc. ( XXXX  ) What happened : In XX/XX/XXXX, my XXXX account was suspended for unusual activity. I complied immediately by submitting a valid government ID. Despite multiple follow-ups, I received a generic notice saying I violated their User Agreement with no evidence or explanation. I reached out again in XXXX and XXXX and re-submitted my ID. Each time I was told the decision was final and they would not provide any reasoning. \n\nMy funds were held and I had no access for months. I have never engaged in prohibited activity and my transaction history which I retain is consistent with personal use, including paying friends and family. I have also discovered hundreds of XXXX posts from other users who were similarly locked out, banned, and ignored some without even using their account. \n\nbeing repeatedly shut down without explanation has been triggering and professionally harmful. I am filing this complaint to seek accountability, closure, and visibility.","date_sent_to_company":"2025-06-18T23:03:57.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"021XX","tags":null,"has_narrative":true,"complaint_id":"14146372","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-06-18T22:57:12.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Final CFPB Complaint ( Ready to Submit ) Submit here : https : //www.consumerfinance.gov/complaint/ Complaint Summary ( Copy and Paste ) : Product : <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service Issue : Problem managing or closing your account Company Name : PayPal, Inc. ( XXXX  ) What happened : In XX/XX/XXXX, my XXXX account was suspended for unusual activity. I complied immediately by submitting a valid government ID."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"]},"sort":[18.610893,"14146372"]},{"_index":"complaint-public-v1","_id":"4879872","_score":18.446253,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Your complaint Complaint Number XXXX Step 1 What product or service is your complaint about?\n\nPRODUCT OR SERVICE Money transfer, virtual currency, or money service TYPE Domestic ( US ) money transfer Inactive modal Step 2 What type of problem are you having? \nISSUE Other transaction problem HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes Step 3 What happened? \nOn XXXX XXXX I did attempt to do 2 transaction through money gram in the amount of XXXX ref # XXXX and ref # XXXX for XXXX ref XXXX for XXXX and XXXX as well as XXXX. I am filing a another complaint on XXXX due to these transactions being canceled and never credited back to my account. Moneygram stated that all these transactions indeed canceled immediately therefore no money was ever processed and removed from my account. XXXX processes and sent funds somewhere. So I would like to request that both parties XXXX and Money gram provide complete documentation of the transactions that was provide proof of the successful trans action that Money gram canceled and stated that did cancel out and money never was received. Money gram should provide a complete documentation of the proof that each transaction did canceled out and never processed. I being going back and forth with these two companies and nothing has been accomplished. Each company states to me something different from what they say to each other but it is my money that was taken and no one seems to care that that is wrong. How can these companies be allowed to such and cause so much XXXX  and the reps have no care in the world bout it. I submitted the proof of canceled transactions moneygram sent t o advise me that the transaction did not go through. And that was not enough but XXXX could see that Money for each transaction was successfully removed from my account but money gram stated no money was ever received. To settle that we should be able to view some type of documentation of the canceled process and sent successfully process. This stress is really getting the best of me. PLease advise me on what steps I can take to get my money that was unrightfully taken from me. XXXX gave a credit and then reverse it it taken XXXX  and XXXX and my deposit in the amount of XXXX. Moneygram refused to provide any kind of documentation of the transaction being canceled although i have emails telling me they were canceled they also so called told investigators from the dispute team at XXXX that the transaction actually processed and never canceled which is not true. Why not help a customer see where their funds went if they cancelled.","date_sent_to_company":"2021-11-05T20:03:22.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"716XX","tags":null,"has_narrative":true,"complaint_id":"4879872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","date_received":"2021-11-05T19:02:11.000Z","state":"AR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Your complaint Complaint Number XXXX Step 1 What product or service is your complaint <em>about</em>?\n\nPRODUCT OR SERVICE <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service TYPE Domestic ( US ) <em>money</em> <em>transfer</em> Inactive modal Step 2 What type of problem are you having? \nISSUE Other transaction problem HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes Step 3 What happened?"],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> <em>transfer</em>"]},"sort":[18.446253,"4879872"]},{"_index":"complaint-public-v1","_id":"21054563","_score":18.399813,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company Name : XXXXXXXX XXXX XXXX XXXX XXXX  Product : Money transfer, virtual currency, or money service Issue : Account closed or frozen Complaint Description : On XX/XX/year>, I successfully completed a money transfer to XXXX via my XXXX account ( associated with email : XXXX ). This is a long-standing account containing years of financial records, bank details, and transaction history. \n\nOn XX/XX/year>, I discovered I could no longer log in. I attempted a password reset, but no email was ever received. When attempting to log in via the linked PayPal accounta method I have used for yearsI received an error stating it was a \" business account '' and could not be used. Following XXXX 's system prompts, I created a new XXXX PayPal account using a different email address to attempt a login. While this allowed me to access a 'new \" XXXX account, none of my historical data, bank records, or past transaction receipts from XXXX were present. This confirms that my original accountcontaining years of sensitive financial informationhas been orphaned or disconnected without a way for me to retrieve my data. \n\nI spent over an hour on the phone starting at XXXXXXXX XXXX XXXXXXXX on XX/XX/XXXX, speaking with both XXXX and PayPal ( specifically a representative named XXXX XXXX. The two entities provided conflicting information : XXXX XXXX : ( several, the last one was named XXXX XXXX claimed my account was \" closed '' by PayPal and insisted they had no control over the closure or the data.\n\n-PayPal Representative : explicitly stated that PayPal did not close the account, has no access to Xooms internal records, and can not see the account status.\n\nAs of now, my accountcontaining sensitive financial data and years of receiptshas vanished without a single notification, confirmation email, or explanation. I am deeply concerned about a potential security breach or unauthorized account takeover, yet both companies have denied accountability. I have formally requested my Data Log and a written confirmation of closure/reasoning from XXXX, which remains unanswered.","date_sent_to_company":"2026-04-16T19:27:33.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"60540","tags":null,"has_narrative":true,"complaint_id":"21054563","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-08T15:40:33.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Company Name : XXXXXXXX XXXX XXXX XXXX XXXX  Product : <em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service Issue : Account closed or frozen Complaint Description : On XX/XX/year>, I successfully completed a <em>money</em> <em>transfer</em> to XXXX via my XXXX account ( associated with email : XXXX ). This is a long-standing account containing years of financial records, bank details, and transaction history. \n\nOn XX/XX/year>, I discovered I could no longer log in."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"],"sub_product":["International <em>money</em> <em>transfer</em>"]},"sort":[18.399813,"21054563"]},{"_index":"complaint-public-v1","_id":"10535583","_score":18.150639,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I opened an account with CashApp in XXXX and used it for XXXX payments, receiving direct deposits, accumulating personal savings and the purchase of virtual currency. Over XXXX years I became a loyal user and accumulated a material amount in my account. \n\nIn XX/XX/XXXX CashApp suddenly closed my account without any explanation. I appealed this by phone and they agreed it was erroneous and reopened my account and it was back to normal again for the next few years. \n\nIn XX/XX/XXXX CashApp suddenly closed my account again with no explanation except that I had \" violated the ToS '' but were unable to provide any specific details. I spent quite some time on the phone appealing and escalating this but to no avail. \n\nSince I was forced to close my account I put an order in to sell all of my bitcoin and CashApp took a commission of {$2500.00} for this service. \n\nI had some issues transferring out my cash balance to my personal chase checking account ending in XXXX which has been linked to this account since the beginning. I called CashApp support on the afternoon of Tuesday XX/XX/XXXX to discuss this inability to access my funds and asked for a case to be opened. I was told by the representative ( on a recorded line ) not to worry about cashing out my funds because the limit is {$25000.00} *per day. * It turns out the limit is $ XXXX per week and I was misinformed. \n\nI called back on Friday XX/XX/XXXX and spoke with a supervisor named XXXX who did not want to provide a last name or badge number but said that I had in fact been misinformed about the daily versus weekly transfer limit but there was nothing he could do to transfer me my money in a more expeditious manner. He did assign me a case number XXXX and agreed to escalate my case further to his XXXX XXXX who can only communicate via email. I told XXXX that my next recourse was to file a complaint with the CFPB and he agreed that was the best next step -- -- - \" I would do the same thing ( in your position ). '' XXXX the XXXX  emailed me later that day but was unable to provide a satisfactory solution ( see attached ). \n\nAt this point I do not think it's equitable to have to wait XXXX weeks to transfer out my cash while CashApp holds my balance interest free.","date_sent_to_company":"2024-10-23T00:24:20.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"94115","tags":null,"has_narrative":true,"complaint_id":"10535583","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-10-22T23:27:04.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I called back on Friday XX/XX/XXXX and spoke with a supervisor named XXXX who did not want to provide a last name or badge number but said that I had in fact been misinformed <em>about</em> the daily versus weekly <em>transfer</em> limit but there was nothing he could do to <em>transfer</em> me my <em>money</em> in a more expeditious manner. He did assign me a case number XXXX and agreed to escalate my case further to his XXXX XXXX who can only communicate via email."],"product":["<em>Money</em> <em>transfer</em>, <em>virtual</em> <em>currency</em>, or <em>money</em> service"]},"sort":[18.150639,"10535583"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":50,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":50}]}},"product":{"doc_count":50,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Money transfer, virtual currency, or money service","doc_count":36,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Virtual currency","doc_count":16},{"key":"Mobile or digital wallet","doc_count":9},{"key":"Domestic (US) money transfer","doc_count":7},{"key":"International money transfer","doc_count":3},{"key":"Foreign currency exchange","doc_count":1}]}},{"key":"Credit 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