{"took":64,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":72,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13615491","_score":20.970299,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have called the XXXX number for cash app ( XXXX ) several times between XX/XX/year> and XX/XX/year> regarding access to my account. I lost access to my email and phone number, therefore I lost access to my account via the app. Each time I call and follow all directions provided, they fail to solve my issue. The no alternative or further solution to solve my issue. I had a recent direct deposit from my employer deposited to the account. However, I have no access to my funds via cashapp. They verified my ID and identity with the same state ID on both accounts accompanied by a live picture. Still, no resolution.","date_sent_to_company":"2025-05-20T18:22:46.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"38109","tags":null,"has_narrative":true,"complaint_id":"13615491","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-05-20T18:05:54.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I call and follow all directions provided, they <em>fail</em> to solve my issue. The no <em>alternative</em> or further <em>solution</em> to solve my issue. I had a recent direct deposit from my employer deposited to the account. However, I have no access to my funds via cashapp. They verified my ID and identity with the same state ID on both accounts accompanied by a live picture. Still, no resolution."]},"sort":[20.970299,"13615491"]},{"_index":"complaint-public-v1","_id":"22218831","_score":20.382208,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding a failure by Synchrony/CareCredit to issue a refund for a credit balance after a refunded purchase. I purchased a service that was later refunded by the merchant. Prior to the refund, I had already made payments totaling {$1100.00} toward the balance. \n\nAfter the merchant refund was processed, I requested a credit balance refund check for the payments I had already made. Since XX/XX/2025, I have contacted CareCredit/Synchrony XXXX separate times because I never received the refund check they claimed was mailed. \n\nEach time I contacted them, I clearly stated that the check had not been received. Despite this, the only action taken has been repeatedly reissuing another standard mailed check. My address and account information have been verified multiple times and are correct. \n\nOn my fourth contact, I specifically requested an alternative resolution due to the repeated failure of delivery, including : certified mail overnight delivery direct deposit/ACH any other trackable or secure refund method These requests were denied, and no meaningful escalation or alternative solution was offered. Today, during my fifth attempt to resolve this matter, I was again told the only option was to reissue another standard mailed check despite XXXX prior failed attempts. \n\nI have now been attempting to obtain this refund for several months with no resolution. The company has failed to provide the owed credit balance refund or offer any reasonable alternative delivery method despite repeated notice that the checks are not being received.","date_sent_to_company":"2026-05-14T21:25:27.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"787XX","tags":null,"has_narrative":true,"complaint_id":"22218831","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-05-14T21:19:15.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I contacted them, I clearly stated that the check had not been received. Despite this, the only action taken has been repeatedly reissuing another standard mailed check. My address and account information have been verified multiple times and are correct."]},"sort":[20.382208,"22218831"]},{"_index":"complaint-public-v1","_id":"13324188","_score":20.033527,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have a payroll card with XXXX XXXX and have been trying to transfer funds to my account at XXXX XXXX XXXX XXXX for over a year. Every time I attempt a transferwhether through the online portal or automated phone serviceI receive an unspecified error message, and the transaction fails. \n\nI have contacted customer service multiple times and opened several support cases, but I have never received a clear explanation or resolution. Each time, I am encouraged to use alternative methods like online checks, which are not a practical or acceptable long-term solution. \n\nDespite repeated follow-ups, I have received no meaningful support, no escalation to a decision-maker, and no progress toward fixing the root issue. The help desk has not provided any timeline, cause, or accountability. \n\nI am requesting a formal investigation into : Why transfers to XXXX continue to fail What the specific technical or policy issue is A concrete plan and timeline to resolve this matter After more than a year of unresolved issues and poor customer service, I am requesting intervention and escalation.","date_sent_to_company":"2025-05-04T17:11:22.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"23455","tags":null,"has_narrative":true,"complaint_id":"13324188","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2025-05-04T16:56:02.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Every <em>time</em> I attempt a transferwhether through the online portal or automated phone serviceI receive an unspecified error message, and the transaction <em>fails</em>. \n\nI have contacted customer service multiple times and opened several support cases, but I have never received a clear explanation or resolution. <em>Each</em> <em>time</em>, I am encouraged to use <em>alternative</em> methods like online checks, which are not a practical or acceptable long-term <em>solution</em>."]},"sort":[20.033527,"13324188"]},{"_index":"complaint-public-v1","_id":"18415256","_score":18.087437,"_source":{"product":"Credit card","complaint_what_happened":"Issue : Replacement credit card never delivered repeated failed attempts Complaint description : I reported my Capital One credit card as lost on XXXX XXXX XXXX Since then, I have requested a replacement card multiple times. Each time, I completed the identity verification process and received email confirmations stating that the replacement card had been sent and would arrive by a specific date. \nHowever, none of the replacement cards have been delivered to my address. During several calls with customer service, I was told that previous shipments were lost and that a new card would be sent, but the same issue keeps happening without resolution. \nI have lost significant time, experienced unnecessary stress, and have been without physical access to my credit card for weeks, despite fully complying with all required steps. This represents a serious and repeated failure in the delivery process, and no effective solution such as secure shipping, expedited delivery, or a reliable alternative has been provided. \nI am requesting that Capital One : Investigate and correct the delivery issue Send the replacement card using a secure or expedited method Ensure this problem does not continue to occur I am filing this complaint because this issue has happened multiple times and has not been resolved through regular customer service channels.","date_sent_to_company":"2026-01-02T06:52:20.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"33311","tags":null,"has_narrative":true,"complaint_id":"18415256","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-02T06:46:23.000Z","state":"FL","company_public_response":null,"sub_issue":"Delay in processing application"},"highlight":{"complaint_what_happened":["I have lost significant <em>time</em>, experienced unnecessary stress, and have been without physical access to my credit card for weeks, despite fully complying with all required steps. This represents a serious and repeated failure in the delivery process, and no effective <em>solution</em> such as secure shipping, expedited delivery, or a reliable <em>alternative</em> has been provided."]},"sort":[18.087437,"18415256"]},{"_index":"complaint-public-v1","_id":"21015069","_score":17.337206,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint regarding CareCredits failure to return an overpayment of {$730.00}. \nOn XX/XX/year>, I was informed that a refund check for {$730.00} had been issued by mail. I did not receive that check. After waiting beyond the expected delivery timeframe, I contacted CareCredit and was told the check would be canceled and reissued. \nThis process has now occurred multiple times. As of XX/XX/year>, more than 30 days after the initial issuance, I still had not received any refund. CareCredit representatives confirmed the check had been sent but were unable to provide tracking information and stated that refunds can only be sent through regular mail. \nI have now experienced XXXX failed refund attempts over a period exceeding 60 days. Each time, I was told to wait again, with no alternative solution offered. CareCredit has refused to provide a secure or trackable delivery method, and they have also stated they can not issue refunds electronically or provide confirmation documentation. \nDespite repeated requests, I have not received clear information regarding the status of the previously issued checks, including whether they were cashed or properly voided. \nThis ongoing failure to return my funds in a reliable and timely manner is unacceptable.","date_sent_to_company":"2026-04-07T16:38:39.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"986XX","tags":null,"has_narrative":true,"complaint_id":"21015069","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-04-07T16:10:15.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I have now experienced XXXX <em>failed</em> refund attempts over a period exceeding 60 days. <em>Each</em> <em>time</em>, I was told to wait again, with no <em>alternative</em> <em>solution</em> offered. CareCredit has refused to provide a secure or trackable delivery method, and they have also stated they can not issue refunds electronically or provide confirmation documentation."]},"sort":[17.337206,"21015069"]},{"_index":"complaint-public-v1","_id":"21258030","_score":17.063736,"_source":{"product":"Credit card","complaint_what_happened":"* * Subject : * * Locked Out of Account Due to US Mobile Number Requirement While Overseas I am a United States citizen currently working on a U.S. military base in XXXX. I am filing this complaint against Capital One because I am unable to access and fully use my account due to their requirement for a U.S. mobile phone number for SMS verification.\n\nCapital One requires SMS verification for account access and online transactions, but they do not allow international phone numbers. The only number currently associated with my account is a landline, which can not receive text messages. As a result, I am unable to complete online purchases or pass required security checks. \n\nI have contacted Capital One numerous times to resolve this issue. Each time, I have been told there are no available alternatives and no way to update or bypass the verification requirement without a U.S. mobile number. No solution has been provided despite repeated attempts.\n\nAdditionally, I attempted to file this complaint online, but the CFPB system also requires SMS verification and failed to send a code to my number, further preventing me from resolving this issue independently.\n\nThis situation has effectively locked me out of normal use of my account and is causing significant hardship. As a U.S. citizen working overseas on a military installation, I should have reasonable access to my financial services without being restricted by a U.S.-only mobile requirement.\n\nI am requesting that Capital One : * Provide an alternative verification method ( such as email or authenticator app ) * Allow the use of an international phone number * Or provide a manual verification process to restore full access to my account I respectfully request prompt assistance in resolving this issue. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-15T10:53:28.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":null,"tags":null,"has_narrative":true,"complaint_id":"21258030","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-04-15T10:43:17.000Z","state":null,"company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em>, I have been told there are no available <em>alternatives</em> and no way to update or bypass the verification requirement without a U.S. mobile number. No <em>solution</em> has been provided despite repeated attempts.\n\nAdditionally, I attempted to file this complaint online, but the CFPB system also requires SMS verification and <em>failed</em> to send a code to my number, further preventing me from resolving this issue independently."]},"sort":[17.063736,"21258030"]},{"_index":"complaint-public-v1","_id":"2795999","_score":16.841644,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2017, we received notice that our loan servicer, Ocwen Loan Servicing, LLC,  was increasing our monthly mortgage payments from {$2700.00} to {$3500.00}. Ocwen stated it was as a result of a shortage in escrow payments from the original loan company, XXXX XXXX XXXX, due to ( 1 ) not funding the escrow fully at the beginning of the loan by {$1400.00} and ( 2 ) mischarging the amount to be charged monthly. As a result of these two failures, over a 12 month period, the escrow was shorted by {$8700.00}. With this XX/XX/XXXX notification we were given 14 days to begin the new payment which changed from {$2700.00} to {$3500.00} ( over a 25 % increase ). \n\nAfter contacting Ocwen, they refused to spread this shortage over a period longer than 60 months. We had to force them to find alternative solutions. \n\nOcwen decided to contact XXXX XXXX   XXXX and were able to receive the missing escrow amount from the loan origination of {$1400.00}. They refused to acknowledge that they misreported the necessary amount of money to be charged each month. After much contact, Ocwen refused to match their amount and provided only {$500.00}. \n\nOur arguments are as such : XXXX XXXX failed to properly charge us monthly and therefore created our year-long deficiency. It has been very difficult to financially plan for a 25 % increase. \nOcwen failed to identify the same problem at their purchase of our loan and continued to have us pay a cost that was not enough to cover the escrow. Then, they expected us to pay this 25 % increase in the mortgage within a short period of time.","date_sent_to_company":"2018-02-01T23:20:00.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"074XX","tags":null,"has_narrative":true,"complaint_id":"2795999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2018-01-28T21:34:43.000Z","state":"NJ","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":["We had to force them to find <em>alternative</em> <em>solutions</em>. \n\nOcwen decided to contact XXXX XXXX   XXXX and were able to receive the missing escrow amount from the loan origination of {$1400.00}. They refused to acknowledge that they misreported the necessary amount of money to be charged <em>each</em> month. After much contact, Ocwen refused to match their amount and provided only {$500.00}."]},"sort":[16.841644,"2795999"]},{"_index":"complaint-public-v1","_id":"5644854","_score":16.758373,"_source":{"product":"Student loan","complaint_what_happened":"I have tried to get information about repayment plans for many years as I was tried of having this interest baring debt hanging over my head. I have spoken to countless representatives who when evaluated me for repayment plans didn't work out one that I could afford. although I thought they were basic on income. Each time I was given the alternative information and push towards utilizing a forbearance or a deferment which have just accumulated an enormous amount of debt that I will never afford to pay off in this life time. I have sent in income verification and follow all of the guidelines only to be given payments that I could not afford. \n\nI now owe 6 times the money I originally borrowed. I borrowed the money form XXXX XXXX who sold the loans to Navient. I feel like I was forced to take a forbearance and/or deferment because the interest would continue to accumulated and put more money on the books for the company. However, they have made it almost impossible for me to pay these loans off. Navient has not made if feasible for me to pay these loans off. They never worked with me to get me a payment that I could afford, thereby making it impossible for me to make payment toward the principal on the loans. Now I owe more in interest than I do in principal. The have failed to offer me affordable solution for repayment for over 20 years. \n\nI am in a desperate situation with no workable solutions at this point. The impact of having these loans on my credit report continues to triple me and have a great impact on my ability to secure credit. I have asked them to verify my debt from my original grantor and they continuously refer me to the information listed on my account in which I can't understand and it doesn't disclose the original amounts of my loans. If they had offered affordable repayment options, I would not be in this situation.","date_sent_to_company":"2022-06-07T04:22:35.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"32940","tags":null,"has_narrative":true,"complaint_id":"5644854","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2022-06-07T02:47:30.000Z","state":"FL","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I was given the <em>alternative</em> information and push towards utilizing a forbearance or a deferment which have just accumulated an enormous amount of debt that I will never afford to pay off in this life <em>time</em>. I have sent in income verification and follow all of the guidelines only to be given payments that I could not afford. \n\nI now owe 6 times the money I originally borrowed. I borrowed the money form XXXX XXXX who sold the loans to Navient."],"company":["Navient <em>Solutions</em>, LLC."]},"sort":[16.758373,"5644854"]},{"_index":"complaint-public-v1","_id":"9635263","_score":16.463634,"_source":{"product":"Checking or savings account","complaint_what_happened":"- Me and my fiance ( XXXX XXXX XXXX ) have a checking account with Citi Bank since XX/XX/XXXX. We choose to put our direct deposits and finance in this bank. \n\n- On XX/XX/XXXX, I requested an international wire transfer from my Citibank checking account to my new employer, which is based in the XXXX. The wire amount was approximately {$20000.00} USD to purchase company shares. \n\n- On XX/XX/XXXX, Citi 's security department called me to ask follow up questions about the wire transfer and at the end of the call, Citi 's representative said that all of my answers were satisfactory and that the bank would be completing my wire transfer shortly. \n\n- On Monday, XX/XX/XXXX with no forewarning and no communication ( no email, no phone call, no notification via text message or the Citi app ), Citi canceled the wire transfer and blocked my checking account. Later that day, I called the Citi security department and they said that the only way to unblock my account was to wait for a verification code to be sent via a letter. They said that the letter would arrive in XXXX business days. \n\n- I have contacted the bank multiple times over phone expressing my frustration and asking for alternatives. No option was provided, and when requested to escalate the issue the agent hangs up on me. \n\n- It's now been 15+ business days ( today is Saturday, XX/XX/XXXX ) and the letter has not arrived. I've called Citi more than ten times, and each time they say that I must wait for the letter and that there are no alternative ways to unblock my checking account without the code from this letter which never arrived. \n\n- At this point, the bank is essentially holding my money XXXX and I'm unable to access the $ XXXX USD in my checking account. This has caused me immense financial distress and embarrassment with my new employer, because it's made it impossible to complete the wire transfer which was to purchase company stock. \n\n- Aside from providing no alternatives to access my money after their antiquated process failed, Citi 's customer service staff have also intentionally hung up on me mid-sentence on multiple occasions. The whole situation is totally ridiculous- blocking my account after verbally confirming that the wire transfer would be completed, blocking my account for 5-7 business days to wait for a paper letter, offering no alternative solutions when the letter did not arrive, and treating me in a very unprofessional manner over the phone.","date_sent_to_company":"2024-07-27T19:54:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"22201","tags":null,"has_narrative":true,"complaint_id":"9635263","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-27T19:20:37.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I've called Citi more than ten times, and <em>each</em> <em>time</em> they say that I must wait for the letter and that there are no <em>alternative</em> ways to unblock my checking account without the code from this letter which never arrived. \n\n- At this point, the bank is essentially holding my money XXXX and I'm unable to access the $ XXXX USD in my checking account."]},"sort":[16.463634,"9635263"]},{"_index":"complaint-public-v1","_id":"12303872","_score":16.060059,"_source":{"product":"Credit card","complaint_what_happened":"My Capital One credit card account has been locked for over a year due to alleged fraudulent activity. Despite multiple calls to customer service and the fraud department, I have not been provided with a clear explanation or a resolution. Each time I call, I am told to call back, but my issue remains unresolved. \n\nAdditionally, Capital One representatives are demanding that I provide bank statements for accounts I have never had access to and do not recognize. This is an unreasonable request, as I can not obtain documents for accounts that are not mine. \n\nWhat do you think the company did wrong? \nCapital One locked my account without a valid explanation and refuses to unlock it. \nThey are requesting bank statements for accounts I never used or had access to, making it impossible for me to resolve the issue. \nThey have failed to provide clear steps to verify my identity or dispute their fraud claim, leaving me unable to access my account for over a year. \nTheir customer service and fraud departments continuously redirect me without a solution. \n\nWhat would you like to see happen?\n\nI am requesting that Capital One : 1. Provide a written explanation of why my account was locked.\n\n2. Remove the fraud flag if no legitimate fraudulent activity has occurred.\n\n3. Offer a reasonable alternative for verifying my identity instead of requiring bank statements for accounts I do not have access to.\n\n4. Unlock my account or allow me to close it without a negative impact on my credit.","date_sent_to_company":"2025-03-05T06:04:52.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"89106","tags":null,"has_narrative":true,"complaint_id":"12303872","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-03-05T05:58:25.000Z","state":"NV","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I call, I am told to call back, but my issue remains unresolved. \n\nAdditionally, Capital One representatives are demanding that I provide bank statements for accounts I have never had access to and do not recognize. This is an unreasonable request, as I can not obtain documents for accounts that are not mine. \n\nWhat do you think the company did wrong? \nCapital One locked my account without a valid explanation and refuses to unlock it."]},"sort":[16.060059,"12303872"]},{"_index":"complaint-public-v1","_id":"4219168","_score":15.689367,"_source":{"product":"Debt collection","complaint_what_happened":"My federal student loans are in default and I've tried to get them out of default but every time I call Reliant Capital Solutions LLC, I get different information from different people. \nWhen I call, they do not tell me all the options available ( payment arrangements, rehabilitation process, consolidation ), and when I ask about them, different people tell me different limited and disjointed information about the process and merely attempt to threaten me into paying the full amount including the fees. When I ask about these options, they are very curt in providing the most limited information possible about alternative options and merely keep repeating my full balance owed. It is almost as if they are not seeking to actually have me rehabilitate, but rather threaten me in a way that actually makes me feel that I do not have any options. As if they somehow benefit from keeping borrowers in default because they could continue to charge the Dept. of Education for maintaining the defaulted account. Additionally, when I fact check the statements they make, it turns out to be false. \n\nWhen I ask to speak with a manager, they repeat the same thing, not providing any information - merely the amount due - and in an extremely hostile, and threatening manner. I've called voluntarily a few times to obtain more information, and one manager said they contacted my employer and that must be why I'm calling. In fact, I was not informed by my employer that Reliant Capital Solutions contacted them, and I had called by my own accord, but the fact that they would try to use that to somehow threaten me saying they know who my employer is was ridiculous, since I had called and tried to make arrangements by my own accord. Each time, I've called, I've merely hung up on the hostile and threatening representatives for their inappropriate threatening manner in which they communicate. The tactic drives the borrower away that one thinks that they may be incentivized to NOT have students actually pay off their debt! At the end of each terrible phone conversation, I merely resign myself to the idea that until I have the entire amount due available immediately, Reliant Capital Solutions is only interested in unethically engaging me in some process which varies depending on who you talk to at their office. \n\nI believe the U.S. Dept. of Education should REMOVE Reliant Capital Solutions as one of its vendors for debt collection. \n\nReliant Capital Solutions should be held accountable for their unethical communication practices including information that is NOT CONSISTENT WITH STUDENTAID.GOV. \n\nAnd the U.S. Dept of Education or CFPB should monitor and review past phone conversations with defaulted borrowers. I'm certain there are many instances of false information, threats, and other unethical practices! \n\nHowever, based on my interactions with different people at different times at Reliant Capital Solutions, this company is not capable of being forthright about any process. \n\nI believe that the PROCEDURE/process of REHABILITATION ( paperwork/documents, procedures discussed, timeline ) should be managed/provided AND implemented by Dept. of Education XXXX or some other ETHICAL 3rd party ) not by Reliant Capital Solutions who communicates and behaves in a manner in which they do not want you to rehabilitate! The collections agency could receive the funds and arrange the payment, but the contractual process of rehabilitation should not be left up to Reliant Capital Solutions who provides NO information or overview of that process, and whose customer service representatives behave in a manner which deters rehabilitation with limited information and threats. \n\nI understand that defaulting has resulted in the referral to Reliant Capital Solutions, however, typically a collections agency should just receive the payment - not engage in ( or in this case, fail to engage in ) a 9 month long contractual process of rehabilitation. And if a collections agency MUST implement this rehabilitation process, the Dept. of Education should choose a better vendor than Reliant Capital Solutions -- an agency where information is withheld, lacks a clear, forthright description of the rehabilitation process, and an attitude that actually tries to deter borrowers from rehabilitating! \n\nEverything I know about the rehabilitation process I've had to acquire based on my own research from XXXX, and when I call Reliant Capital Solutions to ask about this, they are not able to confirm any information and merely continue to repeat the balance due like a broken record - with no attempt to succeed that really makes me wonder about the competency or hidden incentives of Reliant Capital Solutions for not rehabilitating borrowers! When I talk with studentaid.gov people, the information they provide is extremely different than what Reliant Capital Solutions curtly states ( incorrectly and unethically! ).","date_sent_to_company":"2021-03-16T23:04:41.000Z","issue":"Communication tactics","sub_product":"Federal student loan debt","zip_code":"91326","tags":null,"has_narrative":true,"complaint_id":"4219168","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Reliant Capital Solutions, LLC","date_received":"2021-03-16T21:58:14.000Z","state":"CA","company_public_response":null,"sub_issue":"Used obscene, profane, or other abusive language"},"highlight":{"complaint_what_happened":["My federal student loans are in default and I've tried to get them out of default but every <em>time</em> I call Reliant Capital <em>Solutions</em> LLC, I get different information from different people."],"company":["Reliant Capital <em>Solutions</em>, LLC"]},"sort":[15.689367,"4219168"]},{"_index":"complaint-public-v1","_id":"18050548","_score":15.661896,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/XXXX, I opened a checking account with TD Bank in XXXX XXXX XXXX, because I had a three-month summer job at a resort and needed a XXXX XXXX account to receive my wages. \n\nAt the time of account opening, I did not have a XXXX phone number, so TD Bank was unable to set up online banking access for me. I was told this was acceptable at the time. \n\nIn XX/XX/XXXX, before leaving the United States as required by my visa, I visited a TD Bank branch in XXXX XXXX  to resolve the issue. However, the branch staff and XXXX were unable to provide a solution. I then returned to XXXX, as my visa required me to leave the XXXX. \n\nFrom XX/XX/XXXX through around XX/XX/XXXX, I was able to transfer money from my TD Bank account to myself using the XXXX ( formerly XXXX ) app without any issues. \n\nIn XX/XX/XXXX, I suddenly became unable to access or transfer my funds. Since then, I have contacted TD Bank customer service multiple times seeking an explanation and a resolution. \n\nIt was not until XX/XX/XXXX, that I was informed that my account had been marked inactive and frozen due to an alleged fraudulent transaction. I was told my identity needed to be verified in order to regain access. \n\nTD Bank has stated that identity verification can only be completed by : Sending a verification code to a U.S. phone number, which I do not have and never had when the account was opened, or Appearing in person at a U.S. branch, which is not possible because I do not have a XXXX XXXX XXXX and reside in XXXX. \n\nEach time I contact TD Bank, I am told there is nothing they can do other than requiring an in-person branch visit, despite the fact that I already attempted to resolve this issue in person in XX/XX/XXXX without success. \n\nAdditionally, I have been asked security questions which I am told I have failed, despite being the rightful account holder and having documentation that proves the account belongs to me. \n\nAs a result, I have been unable to access my own funds since XX/XX/XXXX, and as of XX/XX/XXXX, TD Bank has provided no viable or realistic solution, no timeline for resolution, and no alternative method for identity verification or release of my funds.","date_sent_to_company":"2025-12-15T19:57:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"18050548","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2025-12-15T19:26:15.000Z","state":null,"company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I contact TD Bank, I am told there is nothing they can do other than requiring an in-person branch visit, despite the fact that I already attempted to resolve this issue in person in XX/XX/XXXX without success. \n\nAdditionally, I have been asked security questions which I am told I have <em>failed</em>, despite being the rightful account holder and having documentation that proves the account belongs to me."]},"sort":[15.661896,"18050548"]},{"_index":"complaint-public-v1","_id":"16008533","_score":12.999102,"_source":{"product":"Credit card","complaint_what_happened":"To whom it may concern, My name is XXXX XXXX. I am filing this complaint about XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  regarding their XXXX credit card application process. I attempted to complete an application for XXXX XXXX  credit card, and XXXX  application would not accept or allow me to submit my Social Security Number ( SSN ) preventing completion of the application and effectively denying me the opportunity to apply. \n\nSummary of issue and harm On XX/XX/year>, I began the online application at XXXX XXXX online application portal. \n\nAt step XXXX, the form would not accept my SSN. Each time I entered my SSN, it either returned an error message or the field was locked or not present. \n\nI contacted XXXX  customer support on XX/XX/year>, XX/XX/year>, and XX/XX/year> via email. Support either ( a ) failed to resolve the issue, ( b ) provided inconsistent guidance, or ( c ) told me to wait for engineering without giving a timeline. ( See Attached transcripts/screenshots. ) Because XXXX  would not allow XXXX submission, I could not complete the application, obtain underwriting, or be evaluated for the card. This has caused me lost opportunity to apply for credit and potential financial loss or delay ( for example, missing a time-limited offer/promotion, potential credit-builder opportunity, etc. ). \n\nWhy this is unfair or incorrect XXXX site is preventing me from completing the standard identity verification step needed for a credit application and is not providing an adequate fix or a timely workaround. I provided accurate information and requested a direct path to submit my SSN for lawful identity verification XXXX XXXX  failed to enable or accept that information. \n\nXXXX responses have been slow/inadequate and they have not provided a clear path to resolution, an escalation point, or reasonable timeline. \n\nWhat I have done to resolve the issue Documented the application attempts and error messages ( attached screenshots ). \nContacted XXXX customer support on these dates : XX/XX/year> ; XX/XX/year> ; XX/XX/year>. I was given these responses : Please try resubmitting the application. \nRequested that XXXX fix the application ( enable SSN submission ) or provide an alternate way to submit SSN ( secure form, email intake, or manual underwriting ) but they did not provide an effective solution.\n\nWhat I want the CFPB to do : Request that XXXX investigate and provide a written explanation for why my application could not accept my SSN and why they did not provide an immediate alternative for identity verification.\n\nRequest that XXXX  either : ( a ) immediately enable the SSN field for my application so I can complete the application; or ( b ) provide a secure, documented alternative process ( manual submission, secure upload, or phone intake with escalation ) to complete identity verification and underwriting. \n\nRequire XXXX  to confirm in writing whether any denial, incomplete application, or adverse action was recorded in my name or credit profile as a result of this failed application attempt, and to correct any record if necessary. \n\nProvide guidance or remediation if XXXX conduct violated applicable consumer protection rules or led to adverse consequences for me ( e.g., inability to obtain credit, missed promotion, or incorrect adverse action record ). \n\nAttachments included with this complaint ( listed ; see checklist below ) Screenshots of the application and error messages. \nCopies/transcripts of chat/email with XXXX  support ( include timestamped transcripts ). \nDate/time log of application attempts and support tickets ( ticket IDs if available ). \nAny screenshots of account profile showing incomplete application or warning messages. \n\nRequested outcome Immediate technical fix or alternate secure process within 10 business days that allows me to submit my SSN and complete underwriting ; OR a written offer to re-open the application and complete underwriting without prejudice.\n\nWritten confirmation within 10 business days that no adverse action or denial has been recorded in my name or to my credit file as a result of the failed application. \nA written explanation from XXXX  of what caused the issue and what they will do to prevent similar harm to other consumers. \n\nIf applicable, compensation for any documented loss directly attributable to XXXX failure. \n\nClosing I have attached supporting documentation. I appreciate your assistance in investigating this matter. Please contact me at XXXX or XXXX if you need additional information or to confirm receipt. Thank you. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-09-17T06:00:22.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"60620","tags":null,"has_narrative":true,"complaint_id":"16008533","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Winklevoss Exchange LLC","date_received":"2025-09-17T03:44:36.000Z","state":"IL","company_public_response":null,"sub_issue":"Delay in processing application"},"highlight":{"complaint_what_happened":["<em>Each</em> <em>time</em> I entered my SSN, it either returned an error message or the field was locked or not present. \n\nI contacted XXXX  customer support on XX/XX/year>, XX/XX/year>, and XX/XX/year> via email."]},"sort":[12.999102,"16008533"]},{"_index":"complaint-public-v1","_id":"1397081","_score":12.87109,"_source":{"product":"Mortgage","complaint_what_happened":"Ocwen has for a XXXX time in two years backdated and failed to deliver our Loan Modification documents. Even after the Consumer Financial Protection Bureau has acknowledged and is currently making Ocwen Properly modify these loans. Ocwen has failed to obey the law a XXXX time in its poor, misleading and deceptive handling of this modification and in total violation of the premise of the complaint they are trying to rectify. \nThese are unfair, deceptive, illegal, predatory business practices that Ocwen and now its attorneys at XXXX, XXXX, XXXX XXXX XXXX, XXXX. have committed. \nWe had a court ordered modification in the XXXX XXXX XXXX XXXX for XXXX XXXX, Florida with Ocwen Finanancial Corporation on XXXX/XXXX/XXXX. We sent Ocwen all the paper work they required. On XXXX/XXXX/XXXX Ocwen sent a letter acknowledging receipt of our loss mitigation application and stated they needed to obtain an updated fair market value for my property. Then Ocwen had the property appraised. Ocwen then mailed us a copy of the appraised Value. On XXXX/XXXX/XXXX they sent a letter thanking us for submitting our application. On XXXX/XXXX/XXXX Ocwen sent a letter acknowledging the receipt of the complete application and stated that we had provided all the documentation needed to evaluate our loan modification. \" At this, time your application is complete. You have provided all the documentation needed to evaluate your loan for each modification option or other foreclosure alternative solution for which you are eligible. We will process your request as quickly as possible. \" ( Ocwen ) The next Letter we receive on XXXX/XXXX/XXXX Ocwen states the they are unable to offer us a modification because, ; '' You failed to make the Initial trial payment within the required timeframe. \". Now after all of this contact from Ocwen they failed to provide us with any information in regard to any approval of our modification. Never sent a letter, and email, or made a phone call to my cell. \nFailed to contact me within 30-45 days of my approval, which is evident by the letter dated XXXX/XXXX/XXXX stating we failed to make a payment we were never informed of or offered a reasonable chance of making. We never received a payment schedule, approval letter to sign, or even a payment booklet. When I contacted Ocwen about never providing me with any documentation of any approval they ignored the flagrant violation of our consumer rights said they would fix the mistake and allow me to make XXXX trial payment and the problem would be solved. That was 90 days ago and i have not herd back after countless phone calls and emails. Ocwens XXXX number says that my next payment is {$720.00} due XXXX XXXX, XXXX. This is part of Ocwen 's back dating of loan modifications scandal of XXXX. \nOcwen needs to honor the court ordered modification which they approved and failed to provide me with any documentation of now for a second time. Approval letter, Consent Documents, Payment Schedule, Payment Booklet. How could we possibly make a payment we were never informed of. This is after at least XXXX contacts by Ocwen and not XXXX relating to payments. This is part of Ocwen 's back dating of modification letter 's scandal of XXXX all over again in XXXX. Its extemely unusual that Ocwen ca n't deliver the XXXX a XXXX loan modificatio agreement XXXX now in two years. Instead only recieve and email from XXXX XXXX XXXX, XXXX. on XXXX/XXXX/XXXX a month after the modification letter was dated. The terms have to be realistic principle and interest on {$360000.00} is closer to {$2000.00} a month at 2 % not the {$4000.00} Ocwen wants us to pay. XXXX reasonable and customary payments of roughly {$2000.00} payed to an escrow account to the investor on the loan rather than Ocwen a debt collector stealing and not reporting the payment as is the customary practice at Ocwen. We would like to resolve this matter in a reasonable manner.","date_sent_to_company":"2015-05-29T20:31:03.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"33324","tags":null,"has_narrative":true,"complaint_id":"1397081","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2015-05-29T20:31:02.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XXXX/XXXX/XXXX Ocwen sent a letter acknowledging the receipt of the complete application and stated that we had provided all the documentation needed to evaluate our loan modification. \" At this, <em>time</em> your application is complete. You have provided all the documentation needed to evaluate your loan for <em>each</em> modification option or other foreclosure <em>alternative</em> <em>solution</em> for which you are eligible."]},"sort":[12.87109,"1397081"]},{"_index":"complaint-public-v1","_id":"10684688","_score":12.8454685,"_source":{"product":"Checking or savings account","complaint_what_happened":"Summary for CFPB regarding Citi Bank account access issue On [ insert start date ], I began experiencing difficulties accessing my Citi Bank checking account ending in XXXX. Despite having my phone number on file with Citi Bank, I have repeatedly been unable to regain access to my account via phone. This has caused significant inconvenience and concern as I am unable to manage my funds or conduct essential banking transactions. \n\nTimeline of Events Initial Access Issue On [ insert date of first incident ], I attempted to access my Citi Bank account by phone, using the phone number on file. However, I was unable to complete the authentication process due to [ specify reason, e.g., Citi Banks system not recognizing my phone number, failure in automated verification, or lack of access to necessary authentication steps ].\n\n2. Attempts to Resolve the Issue [ First Call Date ] : I contacted Citi Bank customer service, explaining the access issue and confirming that my phone number on file was accurate. During this call, the representative [ describe response, e.g., reaffirmed that my number was on file but could not explain why I was unable to use it for account recovery ]. \n[ Follow-Up Date ] : After my first attempt failed, I called Citi Bank again , requesting further assistance. I was advised to try alternative methods of access, such as using the online portal. However, due to [ reason if applicable, e.g., two-factor authentication requirement tied to the phone on file ], I was still unable to regain access.\n\n3. Continued Access Problems and Escalation Attempts Over the next few weeks, I continued to make calls to Citi Bank customer service, each time encountering the same issue. Citi Bank representatives confirmed that my phone number was on file but could not address the technical barrier preventing me from authenticating through the phone system.\n\n4. Escalation and Request for Resolution [ Date of Escalation Attempt ] : Frustrated by the repeated failures to regain access, I requested that the issue be escalated to a supervisor or technical support. During this escalation attempt, I requested [ any specific action, such as a reset of authentication methods or an alternative verification process ]. \nOutcome : Despite my escalation request, I received no clear resolution. Citi Bank representatives provided no solution or workaround that would allow me to access my account via phone as I should be able to with the phone number on file.\n\n5. Financial and Personal Implications Since I was unable to access my account, I faced significant inconvenience and potential financial impacts, including : [ List any delayed payments, overdraft fees, or other financial impacts if applicable ] [ Mention any inability to access necessary funds or make essential transactions ] 6. Additional Actions Taken In a final attempt to regain access, I submitted a formal complaint with Citi Bank on [ complaint submission date ]. I detailed the challenges and lack of resolution and requested immediate intervention. However, [ describe Citi Banks response or lack thereof, if applicable ]. Resolution Sought I am seeking assistance from the CFPB in\norder to : 1. Prompt Citi Bank to resolve the technical or verification issues preventing phone access with my number on file.\n\n2. Ensure that Citi Bank offers a reliable authentication method for customers experiencing similar issues, so they can regain access to their accounts efficiently. \nXXXX. Request compensation for any financial impact, inconvenience, or delay in transactions caused by the ongoing access issue. \n\nConclusion This issue has been ongoing since [ initial issue date ], and despite multiple attempts to work with Citi Bank for a solution, I have not been able to regain access to my account through the standard authentication process with the phone number on file. I am requesting the CFPBs assistance to prompt Citi Bank to resolve this issue and ensure fair treatment for account access.","date_sent_to_company":"2024-11-04T17:54:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"31907","tags":"Servicemember","has_narrative":true,"complaint_id":"10684688","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-11-04T17:44:35.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Continued Access Problems and Escalation Attempts Over the next few weeks, I continued to make calls to Citi Bank customer service, <em>each</em> <em>time</em> encountering the same issue. Citi Bank representatives confirmed that my phone number was on file but could not address the technical barrier preventing me from authenticating through the phone system.\n\n4."]},"sort":[12.8454685,"10684688"]},{"_index":"complaint-public-v1","_id":"4932385","_score":12.261646,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am a Verizon Wireless customer and have been for over XXXX years. Verizon has a permanent splash page advertising their Verizon Visa Card offered by Synchrony Bank. I typically don't use credit except for the reward benefit as my wife and I do not carry a balance on any revolving credit card we own. The entire purpose of the card was for the benefits in that the reward dollars accrued could be applied to our Verizon Wireless bill and the monthly benefit or savings we received for setting up autopay using this Visa. For months the card worked brilliantly and we averaged between $ XXXX {$140.00} per month that we used against our phone bill. In XXXX of this year, we took advantage of some promotional offers through Verizon to purchase new phones and we additionally added lines for our parents -- extending the same benefit. We had owned our phones and hadn't had any issues for many years. The entire upgrade and additional lines was a problem which we spent countless hours trying to resolve with Verizon and those indeed were resolved. One issue that was created from an IT solution -- a solution that was not my choice, was not part of any offer or benefit to me and one that wasn't explained in any way to me -- was that to resolve an activation issue on a new phone, Verizon created a \" sub-level '' account. How I understand this is if my account number had been XXXX, creating a sub-level account would now reflect this account as XXXX. When this occurred, it disassociated my Verizon Visa card from the Verizon Reward program which is the only way that these reward dollars can be redeemed. Nor Verizon or Synchrony have any alternative for reward redemption except Verizon 's reward program through their application. I have literally spent well over 50 hours on the phone Verizon and Synchrony since to resolve this issue -- all to no avail. Each time I call I have to re-explain the issues, most of the time I'm dealing with people who don't understand this issue and offer solutions that have been exhausted. In XXXX, i finally asked Verizon while they were \" working '' to resolve the issue to apply the reward dollars that I had accrued from XXXX that had not been redeemed due to the ongoing issue, to be applied against my Verizon Wireless bill. After multiple efforts to effectuate that, Verizon applied over {$500.00} in credit to my wireless bill and I had acknowledged that I would no longer use the Verizon Card for future purchases until the issue could be resolved. To \" fix '' the issue and \" help '' Verizon since they couldn't resolve the issue, my wife applied for the Verizon Visa Card through the Verizon Mobile App as advertised. She was approved and we began using the cards as soon as we received them. The issue that exists on my account, is also preventing my wife from redeeming the rewards we accrue. I again notified Verizon and Synchrony and have since been emailing and calling them for resolution. I'm assured that they've \" escalated '' the issue higher and that ill receive weekly updates ; however they don't follow through with their promises -- prompting further calls and emails from me. I emailed Verizon XX/XX/2021 indicating that my wife and I were going to discontinue use of the XXXX cards immediately. I requested a credit of the {$440.00} that has accrued since the XXXX credit for both my wife and I and emailed them the monthly statements for both. My XXXX bill/rewards has not been generated however if estimated to be over {$100.00}. I advised that I would not ask for XXXX 's rewards for a bill I haven't received ; however that I needed credit to my wireless bill immediately and although they failed to resolve the issue, i would be \" satisfied '' as it relates to my grievance and not pursue the issue further. I have not received a response at this time. Verizon and Synchrony advertised a benefit that we are not realizing. My wife and I have spent countless hours patiently trying to resolve this issue. We now have XXXX accounts with inquiries and a new tradeline that has an impact to our credit. If we close those accounts, the inquiries remain and the closed accounts reflect negatively to our bureaus. My wife and I are upholding the end of our agreement. We've never carried a balance, we pay purchases and transactions almost immediately after we've charged them, we make numerous payments each month against those transactions. Verizon and Synchrony are not holding up to their representations and warranties or terms and conditions of use. The level of \" service '' and response t this is appalling. My time on an hourly basis is the same or more than the entire month 's reward total and they have required me to spend these countless hours frustratingly trying to resolve their issue and hold them to the terms and conditions we agreed to when we entered into a cardmember agreement. I'm certain I'm not the only one dealing with this. Recently I've been made aware by both Verizon and Synchrony that they're aware that an issue exists ; however have yet to remedy it or be proactive with their customers to offer some good faith measure to mitigate their frustration or actual damages.","date_sent_to_company":"2021-11-20T19:06:26.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92882","tags":null,"has_narrative":true,"complaint_id":"4932385","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2021-11-20T19:03:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Nor Verizon or Synchrony have any <em>alternative</em> for reward redemption except Verizon 's reward program through their application. I have literally spent well over 50 hours on the phone Verizon and Synchrony since to resolve this issue -- all to no avail. <em>Each</em> <em>time</em> I call I have to re-explain the issues, most of the <em>time</em> I'm dealing with people who don't understand this issue and offer <em>solutions</em> that have been exhausted."]},"sort":[12.261646,"4932385"]},{"_index":"complaint-public-v1","_id":"20761341","_score":12.13803,"_source":{"product":"Prepaid card","complaint_what_happened":"I. Unjustified Account Freeze and Verification Failures My account was abruptly blocked without any provided reason or prior notice. When I attempted to resolve this, I was met with a \" XXXX '' scenario : Netspend demanded a new ID to unlock my funds, but because they were holding my entire balance of {$340.00}, I was financially unable to pay for a government ID update. Despite this, I complied with every alternative request provided by their agentssubmitting my Social Security information, utility bills, and my current license. Each time I called to follow up, I was given contradictory information, with new agents denying the validity of the very solutions offered by their predecessors.\n\nII. Violation of Expressed Corporate Policy Upon my request to close the account on XX/XX/XXXX, multiple representatives explicitly stated that per company policy, a check for the remaining balance would be mailed out the same day the account was closed. My address was already on file and verified by an agent that day. Despite this \" same-day '' policy, Netspend held my funds for nearly a week, failing to mail the check until XX/XX/XXXX. \nXXXX. Gross Misinformation Regarding Fund Recovery Since the account closure, I have been subjected to a revolving door of lies regarding the delivery timeline. I was initially told 10 calendar days, then 10 business days, and most recently, I was told I must wait 20 business days. It is clear that the staff is either untrained or intentionally providing false timelines to delay the release of my money.\n\nIV. Extreme Hardship and Professional Conduct Violations The\nhuman cost of Netspends negligence has been devastating : Employment & Housing : Because I could not access my money for transportation or basic needs, I lost my job. Consequently, I lost my ability to live independently and have been forced to move in with someone else.\n\nPhysical Endangerment : I informed Netspend representatives that I was unable to buy food. I went three days without eating because they refused to release my funds. \nProtection Team Abuse : When I explained my desperate situation to the \" Protection Team, '' the agent was dismissive and disrespectful, stating, \" That is not my problem. '' V. Bad Faith Interaction In my most recent attempt to get an update, a representative was intentionally dismissive. When I became understandably upset due to the life-altering stress this has caused, the representative hung up on me. This occurred exactly at their closing time, effectively cutting off my access to support and ensuring I could not call back to speak with a supervisor. \nConclusion Netspend has failed to follow its own written policies, provided deceptive information, and shown a complete disregard for my well-being. Their actions have directly led to my job loss and physical suffering. I demand the immediate confirmation of my funds ' arrival and an investigation into their predatory \" Protection Team '' practices.","date_sent_to_company":"2026-03-30T01:48:12.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"85040","tags":null,"has_narrative":true,"complaint_id":"20761341","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2026-03-30T01:18:48.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["Despite this, I complied with every <em>alternative</em> request provided by their agentssubmitting my Social Security information, utility bills, and my current license. <em>Each</em> <em>time</em> I called to follow up, I was given contradictory information, with new agents denying the validity of the very <em>solutions</em> offered by their predecessors.\n\nII."]},"sort":[12.13803,"20761341"]},{"_index":"complaint-public-v1","_id":"1854699","_score":11.805224,"_source":{"product":"Mortgage","complaint_what_happened":"For the past few months I have filed complaints regarding the service ( r ) of my mortgage. My loan was transferred in XXXX 2015 from XXXX to Carrington in which I was 60 days past due, but making one payment each month. Each complaint was answered with the response that stated it was the same as the previous complaints. However the complaints were indeed separate or unresolved. I filed a complaint regarding them refusing to assist me with my mortgage payments in XX/XX/XXXX. In which I received a response in XX/XX/XXXX. In XX/XX/XXXX, I filed a complaint about payments not being applied that were sent using their third party. I sent documents supporting them through CFPB as well as by fax and email and those have gone unanswered. Then I sent a complaint stating that the refused payments went undocumented by their representative. The company instead of choosing to follow loss mitigation options decided that as a result they would begin foreclosure on my USDA rural property because they intended to act on the \" letter of intent '' which I did n't receive. I also believe they retaliated against me because I filed the complaint, and requested a cease and desist from phone calls not letters. My account as of the statement date XX/XX/XXXX was 78 days past due. I made a payment that was never recorded on XXXX as well as on on XX/XX/XXXX. I then received a response to a complaint that said as of XXXX XXXX 2015 my loan was referred for foreclosure. I completed the RMA and was denied. I submitted the RMA the second time, and it revealed I was approved. However, a representative from the company falsified records stating we agreed upon the 5 month plan without ever speaking with anyone. When I asked for all of the calculation documents I was only given a final calculation sheet, and when I asked for a breakdown of all of the figures the requests have gone unanswered. I also asked to see all of the options the account was considered for in writing to make sure we were given the best possible solution it went unanswered. After reviewing the USDA Special Loss Mitigation overview for SFHGLP ( I think this applies to me ) the servicer has failed to many of the responsibilities or requirements. Especially the foreclosure option which outlines The servicer must have considered all feasible loss mitigation options before initiating foreclosure. The servicer must document all of the options it considered and retain such information for Agency review. If the borrower has abandoned the property, loss mitigation home retention alternatives are not options before initiating the foreclosure. It would be dishonest of Carrington to state that they could n't reach out to me because I was always contacting them to address my default. I have spoken with countless people at Carrington including managers, advocacy, loss mitigation, and SPOC. I even emailed the president of servicing. They stand behind a foreclosure that was recommended, but put on hold less than 8 days after referring it, and continues to charge the account for those services. They all claim to review the account siting no wrong doing on Carrington 's behalf but contend that it is my fault because I should have paid the total amount due on the bill or else this would n't have happened.","date_sent_to_company":"2016-03-29T17:16:49.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Other mortgage","zip_code":"290XX","tags":null,"has_narrative":true,"complaint_id":"1854699","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2016-03-29T17:16:49.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I also asked to see all of the options the account was considered for in writing to make sure we were given the best possible <em>solution</em> it went unanswered. After reviewing the USDA Special Loss Mitigation overview for SFHGLP ( I think this applies to me ) the servicer has <em>failed</em> to many of the responsibilities or requirements. Especially the foreclosure option which outlines The servicer must have considered all feasible loss mitigation options before initiating foreclosure."]},"sort":[11.805224,"1854699"]},{"_index":"complaint-public-v1","_id":"2724025","_score":11.746946,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Re : Case ID Number : XXXX On XX/XX/XXXX,  PayPal sent to me an email with subject \" We noticed an issue with your account ''. They failed to state anywhere in this mail about what this issue specifically was and the body of the email was simply requesting, \" Your registration as an organization with any applicable regulatory body governing your jurisdiction. \" We were not aware that we as a business selling the items we do had any regulatory requirements because we do not conduct business in high risk products such as XXXX or firearms, etc. Perhaps we misunderstood the meaning of this. Additionally, we regularly receive phishing emails stating similar \" PayPal '' warnings of account problems from companies falsely representing themselves as PayPal. Because of these things, we had not responded due to considering the email to not be legitimate. \nOn XX/XX/XXXX, upon observing problems with our XXXX transactions ( primarily that we were not able to pay for shipping labels in XXXX shipping, which are deducted from PayPal ), we determined that PayPal had 'limited ' our account ( blocking any and all withdrawals ) which at the time had a balance of over $ 4k USD. We immediately contacted PayPal by phone that day in hopes of resolving whatever the issue was, got routed to their 'Limitations ' department, and had opportunity to speak to a person who identified himself as a 'manager ' of that department. This person reviewed our situation and the correspondence PayPal had sent. During the course of this call, we submitted copies of our business registration and resale certificate and so this manager reviewed the account to verify those had been received and he could read them legibly from that submission. It was his opinion that the email directive from PayPal was too ambiguous but as far as he was concerned, we had submitted all the necessary information. He advised us that limitations could take as long as 180 days to clear so we asked to get more information about the limitation and speak to someone.\nHowever, he advised that although he was a manager of the 'limitations ' dept, it is actually the 'compliance '  department who triggers limitations and who releases limitations BUT there is no way to contact them by phone and I would only be able to email them via a specific 'compliance ' group email address ( which he provided to me ).\nOn that same day, XX/XX/XXXX, I sent an email to PayPal instructing them to tell me specifically what the issue was, what information they required, and to take action to release my funds promptly. \nRegarding the submission of requested records, on this PayPal website page where a user is to submit this resolution documentation, there were confusingly three categories of information with ability to submit different types of documentation to each ... only one category ( the one pertaining to business records ) seemingly applied to the email I had received, and the limitations dept manager I was speaking to at the time also viewed this page and agreed that as far as he could tell, that was the only one which applied to my case, while the other two categories  of information were unclear as to what PayPal was expecting, if anything, and likely did not apply to my case, nor were they mentioned in the email I had received from PayPal. \nAfter having submitting the records on the website and sending the email to the provided address on XX/XX/XXXX as mentioned, but having not received any response from PayPal for days, I sent another email to this 'compliance ' email address again summarizing the same demands for information and prompt release of my funds. \n4 days had passed and I still received no response from PayPal to my emails to this 'compliance ' department. By this point, my PayPal balance had increased to nearly $ 6K as XXXX sales continued to deposit to the PayPal account. In the meantime, I spent considerable time and resources in setting up alternative shipping solutions to meet customer orders and shipping demands, and also initiated the arrangements for credit card processing. These alternative solutions were put into place by XX/XX/XXXX by which time my PayPal balance was nearly $ 7k due to the continuing XXXX sales that continued to deposit into the 'limited ' PayPal account. Note that Paypal was more than happy to allow funds to continue to be deposited into my account from the XXXX sales but PayPal was unwilling to allow any expenditures or withdrawals from the account, including routine expenditures in support of those XXXX sales such as shipping postage payments, or refunds I might initiate to buyers, etc. So, PayPal had established their own set of rules whereby they construe some convenient reason to limit an account so as they can continue to increase their wealth but refuse reasonable access to the individual 's funds, knowing that doing so likely has material impact to a small business operation. \nBy the XX/XX/XXXX, I had ceased accepting PayPal completely, having transitioned all incoming payments to credit/debit card solutions. On this day, having yet to receive any response in any manner from PayPal, I again sent another email to the 'compliance ' email address stating the same demands and expectations as the previous. On this day I also submitted to the other two categories a written message directing PayPal to tell me specifically what information they require because it was not clear. All three categories showed a check mark indicating information had been received and PayPal general status indicated that they would be conducting their review and would response as soon as they completed the review. \nBy XX/XX/XXXX, we had yet to receive ANY email response, phone call, or contact whatsoever from anyone in PayPal. It was clear that hey were simply ignoring any and all attempts we made to contact them. So, on XX/XX/XXXX I sent yet another email stating the same demands and  expectations but this time, in addition to submitting it by email, I created a PDF of that email document and submitted it to each of the 3 resolution documentation categories again. Curiously, soon after doing this, Paypal then changed the appearance and the format of that specific resolution submission page, disabling any button for the user to submit any further documentation to those submission categories. However, this updated web page of theirs did have added information on what to expect regarding the limitation ( except that none of this information was clarification of information required ), most notably of which was that it stated they would respond to submissions within 2 days. \nThis '2 days ' promise is laughable because it has been since XX/XX/XXXX when I first submitted documentation. Far more than 2 days have passed since each and every of my numerous subsequent emails and submissions to them. Today is XX/XX/XXXX and we have emailed them for a fifth time today. In light of not expecting from them any response to this fifth communication, we feel we have no choice but to begin formal complaints against the company. \nThe overall complaint here is that XXXX is exercising willful misconduct in unilaterally freezing a customer 's account while providing terribly vague demands for information and absolutely NO explanation of why. Furthermore, they intentionally prevent any reasonable method for a customer to contact their only 'cognizant ' department by establishing all contact to be by email only but then refuse to respond to those emails. While demonstrating this negligence and misconduct, they have the audacity to continue receiving funds but to disallow any removal of funds, all the while knowing that this is a business account and to conduct themselves in this manner will likely have material financial consequences to their victims. \nThis is in essence a type of theft they have instituted, and an arrogant, abusive practice of theirs. Even if this were to be condoned under the interpretation that their actions are only temporary ( if 180 days can be considered 'temporary ' ), their behavior in intentionally not communicating properly with the victim has earmarks of willful misconduct, negligence, and tort.","date_sent_to_company":"2017-11-08T10:59:43.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"91768","tags":"Servicemember","has_narrative":true,"complaint_id":"2724025","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2017-11-08T09:44:05.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In the meantime, I spent considerable <em>time</em> and resources in setting up <em>alternative</em> shipping <em>solutions</em> to meet customer orders and shipping demands, and also initiated the arrangements for credit card processing. These <em>alternative</em> <em>solutions</em> were put into place by XX/XX/XXXX by which <em>time</em> my PayPal balance was nearly $ 7k due to the continuing XXXX sales that continued to deposit into the 'limited ' PayPal account."]},"sort":[11.746946,"2724025"]},{"_index":"complaint-public-v1","_id":"4932387","_score":11.559752,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am a XXXXn XXXX customer and have been for over 13 years. XXXX  has a permanent splash page advertising their XXXX Visa Card offered by Synchrony Bank. I typically don't use credit except for the reward benefit as my wife and I do not carry a balance on any revolving credit card we own. The entire purpose of the card was for the benefits in that the reward dollars accrued could be applied to our XXXX Wireless bill and the monthly benefit or savings we received for setting up autopay using this Visa. For months the card worked brilliantly and we averaged between $ XXXX {$140.00} per month that we used against our phone bill. In XXXX of this year, we took advantage of some promotional offers through XXXX XXXXo purchase new phones and we additionally added lines for our parents -- extending the same benefit. We had owned our phones and hadn't had any issues for many years. The entire upgrade and additional lines was a problem which we spent countless hours trying to resolve with XXXX and those indeed were resolved. One issue that was created from an IT solution -- a solution that was not my choice, was not part of any offer or benefit to me and one that wasn't explained in any way to me -- was that to resolve an activation issue on a new phone, XXXX  created a \" sub-level '' account. How I understand this is if my account number had been XXXX, creating a sub-level account would now reflect this account as XXXX. When this occurred, it disassociated the XXXX Visa card from the XXXX   Reward program which is the only way that these reward dollars can be redeemed. Nor XXXX or Synchrony have any alternative for reward redemption except XXXX 's reward program through their application. I have literally spent well over 50 hours on the phone XXXX and Synchrony since to resolve this issue -- all to no avail. Each time I call I have to re-explain the issues, most of the time I'm dealing with people who don't understand this issue and offer solutions that have been exhausted. In XXXX, i finally asked XXXX while they were \" working '' to resolve the issue to apply the reward dollars that I had accrued from XXXX that had not been redeemed due to the ongoing issue, to be applied against my Verizon Wireless bill. After multiple efforts to effectuate that, XXXX applied over {$500.00} in credit to my wireless bill and I had acknowledged that I would no longer use the Verizon Card for future purchases until the issue could be resolved. To \" fix '' the issue and \" help '' XXXX  since they couldn't resolve the issue, I applied for the Verizon Visa Card through the XXXX XXXX XXXX as advertised. I was approved and we began using the cards as soon as we received them. The issue that exists on my husbands account, is also preventing me from redeeming the rewards we accrue. I again notified XXXX  and Synchrony and have since been emailing and calling them for resolution. I'm assured that they've \" escalated '' the issue higher and that ill receive weekly updates ; however they don't follow through with their promises -- prompting further calls and emails from my husband and I. My husband emailed XXXX XX/XX/2021 indicating that we were going to discontinue use of the XXXX cards immediately. He requested a credit of the {$440.00} that has accrued since the XXXX credit for both my husband and I and emailed them the monthly statements for both. My XXXX bill/rewards has not been generated however if estimated to be over {$100.00}. He advised that we would not ask for XXXX 's rewards for a bill he hasn't received ; however that he needed credit to my wireless bill immediately and although they failed to resolve the issue, we would be \" satisfied '' as it relates to our grievance and not pursue the issue further. We have not received a response at this timeXXXX XXXX and Synchrony advertised a benefit that we are not realizing. My husband and I have spent countless hours patiently trying to resolve this issue. We now have XXXX accounts with inquiries and a new tradeline that has an impact to our credit. If we close those accounts, the inquiries remain and the closed accounts reflect negatively to our bureaus. My husband and I are upholding the end of our agreement. We've never carried a balance, we pay purchases and transactions almost immediately after we've charged them, we make numerous payments each month against those transactions. XXXX  and Synchrony are not holding up to their representations and warranties or terms and conditions of use. The level of \" service '' and response t this is appalling. My time on an hourly basis is the same or more than the entire month 's reward total and they have required me to spend these countless hours frustratingly trying to resolve their issue and hold them to the terms and conditions we agreed to when we entered into a cardmember agreement. I'm certain I'm not the only one dealing with this. Recently I've been made aware by both XXXX and Synchrony that they're aware that an issue exists ; however have yet to remedy it or be proactive with their customers to offer some good faith measure to mitigate their frustration or actual damages.","date_sent_to_company":"2021-11-20T19:14:24.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92882","tags":null,"has_narrative":true,"complaint_id":"4932387","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2021-11-20T19:07:05.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Nor XXXX or Synchrony have any <em>alternative</em> for reward redemption except XXXX 's reward program through their application. I have literally spent well over 50 hours on the phone XXXX and Synchrony since to resolve this issue -- all to no avail. <em>Each</em> <em>time</em> I call I have to re-explain the issues, most of the <em>time</em> I'm dealing with people who don't understand this issue and offer <em>solutions</em> that have been exhausted."]},"sort":[11.559752,"4932387"]},{"_index":"complaint-public-v1","_id":"3094076","_score":11.342421,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced my home loan in XXXX with XXXX XXXX. I had a history of an ok credit rating, but not great so I think it was a predatory ARM loan at a ballooning high interest rate well above the rates at the time of the loan. In XXXX I lost my job when I became XXXX  XXXX. I modified my home loan in XXXX expecting a permanent solution to my home loan problem, and was assured by XXXX XXXX that Capital One would be taking over the loans and in XXXX they would change the loan over to a Capital One loan and ensure it was a permanent solution. Instead, Capital One returned the loan to the original much higher interest rate loan, and I could not afford the payments. The payments were more than I made each month after return to the pre modification terms. I was told that if I became late, they could re offer a home loan modification. I was also told they did not participate in HAMP, but they did not tell me they actively were participating in the California KYHC program. I applied over and over for the next 18 months for assistance, and I filed 2 complaints to the CFPB. Capital One lied to the CFPB in both answers, and they sent me a letter on XX/XX/XXXX as the second answer, but they did not mail the letter until after they illegally and without warning sold my home at a trustee sale despite promises not to do so and to give me a full and fair review of my application for alternatives to foreclosure. They told me in the XX/XX/XXXX letter that I had to submit certain documents to have my home loan options considered and replied to. They mailed the letter telling me this less than 8 days before they held the sale to sell my property. they did this without allowing the previously applied for options request to be reviewed despite having everything they said they needed for a review. They committed numerous offenses criminal and civil over the previous 18 months, including performing valuations and appraisals which they promised that if they did so, they would provide me automatically with copies of them, but they never provided a single appraisal or property valuation to me. They lied to me repeatedly on numerous phone calls, and they filed fraudulent and false declarations about contacting me when they had lied about this. They also refused to follow through on a second promise made the date of the home sale that they would stop the sale, and they did not. They also manipulated the payment from the alleged buyer 's funds, when they did not get credited in accordance with state title recission laws, and the trustee and capital one refused to take action after the sale to void it despite numerous telephone calls and written notices of the illegal sale and the lack of notice. Of note, the banks servicing records reflected that they had no notice of postponement as I had complained, and they uploaded the postponement notice to the loan service file just 30 minutes before the sale, after I had called in and said I had not received any notice or postponement that the sale had been put back on the schedule. They did not mail out a notice they were denying my modification application until more than 20 days after they had closed it, and they did not provide information about any right to appeal their decision and therefore they held a sale in less than 14 days from the time I found out they had closed the file. they blamed the late notice on an internal error. They also had failed to disclose when I first became late, that they participated in the California Hardest Hit Fund Program, keep your home California, and in fact denied they participated in HAMP or any other government programs, depriving me of up to {$130000.00} in funding available to me. I had found out over a year after I was late on payments and applied for help, but Capital One refused to work with KYHC so that I could receive the assistance of $ XXXX that I had applied for and was pre-approved for. Had they told me when I was the first delinquent, in the first 90 days, I could have received help paying my loan late fees and payments and put $ XXXX towards paying down my principal. Instead, they lied in numerous ways and sold my home without the promised to wait to reply to the CFPB complaint ( # 2 ) and giving me a fair chance to apply and be reviewed. Just 6 months earlier the president 's offices had also promised that my loan application was complete and that I would not have my house sold while they were reviewing my application, but they did so anyhow. They continued to offer a streamlined modification rather than all options and a real modification offer, and I was forced to ignore it because the proposed streamlined modifications were for payments more than I made each month in gross income and there was no way I could sustain a payment like that for the 30 years of payments they wanted me to obligate to. It was a shocking and obscene attempt to trick me into a home modification that was guaranteed to fail within a few months of payments that were impossible to make and they knew that when they offered it.","date_sent_to_company":"2018-12-07T12:10:13.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"94610","tags":"Servicemember","has_narrative":true,"complaint_id":"3094076","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2018-12-07T10:08:28.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had a history of an ok credit rating, but not great so I think it was a predatory ARM loan at a ballooning high interest rate well above the rates at the <em>time</em> of the loan. In XXXX I lost my job when I became XXXX  XXXX. I modified my home loan in XXXX expecting a permanent <em>solution</em> to my home loan problem, and was assured by XXXX XXXX that Capital One would be taking over the loans and in XXXX they would change the loan over to a Capital One loan and ensure it was a permanent <em>solution</em>."]},"sort":[11.342421,"3094076"]},{"_index":"complaint-public-v1","_id":"19136366","_score":11.233284,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am writing this letter as a formal executive-level complaint regarding the severe and ongoing financial hardship Ally Bank has caused me and my child due to prolonged and repeated failures that left me without access to my own funds since before XX/XX/XXXX. \n\nThis experience has been devastating, destabilizing, and entirely avoidable. \n\nI opened my Ally account believing, reasonably and in line with industry standards, that a debit card and checks would be automatically issued, as they are with traditional banks. I was never clearly informed that Ally does not issue a debit card unless funds are first deposited, a policy that immediately placed me at a disadvantage without my knowledge. \n\nOnce I learned this, I arranged for a small deposit of XXXX XXXX  to trigger the debit card order. Instead of issuing the card, Ally locked and then closed my account for security reasons related to that deposit, despite it being a legitimate attempt to access my own money. After the lock was released, I waited over a week for a debit card that never arrived. \n\nDuring this time, I had funds in my account but no debit card, no linked external bank, and no immediate access to XXXX. I was left with absolutely no way to access my money. This meant : No ability to buy food No gas for my car No ability to pay rent or bills No ability to provide basic necessities for my child I contacted Ally again only to learn that my debit card had been canceled as lost without my knowledge, and critically, no replacement was ever ordered. This decision was made without informing me and extended the period of financial harm. \n\nAt no point during this process did Ally take meaningful action to mitigate the harm being caused. Given the severity of the situation, something should have been done beyond repeatedly apologizing for the inconvenience. A verbal apology does not resolve food insecurity, missed rent, lack of transportation, or the impact on a child. Ally had multiple opportunities to intervene, escalate, expedite, or provide an alternative solution, and failed to do so each time. \n\nI was then advised to link another bank account, which required 45 business days for transfer, time I did not have. Creditors were already waiting. I had exhausted all extensions. I was transparent with those I owed and asked them to bear with me while Ally resolved this issue, but patience has limits when rent, utilities, and food are involved. \n\nAs of XX/XX/XXXX, after exhausting every option, I finally found someone I could XXXX funds to. I initiated the transfer only to be informed after the fact that the funds would not be available until Monday, XX/XX/XXXX. This delay was not clearly disclosed beforehand. \n\nAt this point : The {$1300.00} is no longer in my account It is not available to the recipient It can not be canceled Ally has stated that there is nothing that can be done I am now left with no money for the weekend, no way to feed my child, no gas to drive, and no ability to meet my financial obligations, despite the money belonging to me and being present in my account just hours earlier.\n\nThis situation was compounded by a snowstorm, during which I was unable to purchase essential supplies either before or after due to Allys failures. The emotional toll of explaining to my child why basic needs can not be met, despite having money in the bank, is something I will not forget.\n\nWhat has been most alarming throughout this ordeal is that Allys response has been limited to apologies, with no urgency, no corrective action, and no acknowledgment of the severity of the harm caused. This was not a minor inconvenience it was financial deprivation, and it directly impacted a child.\n\nI am formally requesting : 1. Immediate executive review of my account handling 2. A written explanation for each failure outlined above 3. Immediate remediation of my funds or documented justification for the delay 4. An explanation of why no emergency or hardship-based intervention was offered 5. Assurance that this pattern of harm will not occur to other customers Due to the seriousness of this matter, I am documenting this experience with federal regulators. I expect a prompt, written response.","date_sent_to_company":"2026-01-30T17:52:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"18017","tags":null,"has_narrative":true,"complaint_id":"19136366","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2026-01-30T17:46:05.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Ally had multiple opportunities to intervene, escalate, expedite, or provide an <em>alternative</em> <em>solution</em>, and <em>failed</em> to do so <em>each</em> <em>time</em>. \n\nI was then advised to link another bank account, which required 45 business days for transfer, <em>time</em> I did not have. Creditors were already waiting. I had exhausted all extensions. I was transparent with those I owed and asked them to bear with me while Ally resolved this issue, but patience has limits when rent, utilities, and food are involved."]},"sort":[11.233284,"19136366"]},{"_index":"complaint-public-v1","_id":"6297453","_score":11.212101,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dealing with Marcus has always been difficult. I am dealing with them because of the lack of alternatives to obtain reasonable yields on bank accounts. There is minimal customer service and the app/website ( XXXX ) is severely limited in terms of information provided and types of transactions that can be accomplished. In the most recent case, I had a CD that was coming to its maturation date. I simply wanted to take the low-yield CD and put the entire balance into a savings account at Marcus. This simple transaction could not be accomplished on the XXXX so I called their highly automated and impersonal phone system and eventually ( after several tries ) set up the transfer with a phone rep. \n\nOn the CD maturation date, however, the funds were not handled as arranged. Marcus never informed me that this happened ; I had to discover this when checking the account almost XXXX weeks later. I called and had to speak to 5 or 6 individuals on several calls. Part of this involved trying to set up a new savings account jointly owned by my wife and I. I had to get my wife on the phone to set up this account ; the first time we went through the process, the account apparently was never set up, because I had to repeat the entire process again on a later call. Promises to call back were not kept and after each failed interaction I had to work my way through an annoying and time-wasting automated phone system. Reps were ignorant of how to fix the issue. \n\nMarcus acknowledged that their error had caused the problem but were unhelpful in implementing a solution. My request to learn about the current status/location of the funds ( since the CD had matured XXXX weeks ago ) could not or would not be answered. Requests to speak with a manager were answered with a response that a manager would call me, but no call was ever received by me. At this moment, I still do not know the status or precise location of my funds ; the agreed upon maturation plan has not been carried out ; Goldman is refusing to credit me with interest that has been lost by their failure to transfer the funds to the savings account on the arranged date ; questions about the propriety and sufficiency of their customer support given the large amounts involved have not been answered or resolved. \n\nThe takeaways from this experience are : ( 1 ) Goldman mishandles large amounts of money and do not inform the customer when an error occurs.\n\n( 2 ) Goldman does not follow instructions previously agreed with a customer and does nothing to alert the customer that the agreed plan was not completed ( XXXX ) Substantial amounts of money, representing a substantial portion of a customer 's life savings, go into a kind of limbo and nobody at Goldman is available to explain their exact status or how the problem can be solved ( 4 ) Promises to \" get back '' to the customer are not honored ( 5 ) Employees lack the expertise, authority and/or willingness to properly escalate issues that are not getting resolved. Employees state that they can not identify who their supervisors are and that they can not contact individuals with whom a customer has previously dealt, forcing the customer to repeatedly provide the same information and background to a new person each time. No system seems to exist to capture customer information to allow cases to be seamlessly processed. \n\n( XXXX ) Employees do not provide actual problem-solving ; rather, the all read from a pre-prepared script, but the canned responses they insist on never deviating from do not solve the issues. \n\n( 7 ) Goldman does not take responsibility for errors that it makes in handling customer funds, including failing to credit interest that would have been earned had the customer 's instructions, as previously agreed with Goldman reps, been properly carried out.\n\nI need assurances that these issues have been fully resolved, an authoritative and reliable accounting of the status of my accounts and assurances from an appropriately senior individual as to how the accounts will be handled in the future. \n\nThank you.","date_sent_to_company":"2022-12-08T21:35:45.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"84770","tags":null,"has_narrative":true,"complaint_id":"6297453","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2022-12-08T21:09:29.000Z","state":"UT","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I had to get my wife on the phone to set up this account ; the first <em>time</em> we went through the process, the account apparently was never set up, because I had to repeat the entire process again on a later call. Promises to call back were not kept and after <em>each</em> <em>failed</em> interaction I had to work my way through an annoying and <em>time</em>-wasting automated phone system. Reps were ignorant of how to fix the issue."]},"sort":[11.212101,"6297453"]},{"_index":"complaint-public-v1","_id":"14400761","_score":11.026371,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX SSN ( last four ) : XXXX : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, PA XXXX XXXX : XXXX Re : Account # XXXXXXXX XXXX XXXX  Pattern of Inaccurate and Incomplete Charge-Off Reporting Demand for Deletion XXXX XXXX To the Chief Compliance Officer : On XX/XX/XXXX, I filed a formal dispute through the CFPB portal regarding the above-referenced XXXX XXXX  charge-off. On XX/XX/XXXX, XXXX XXXX responded with non-monetary relief, providing account agreements and statement historybut you failed to correct or delete the tradeline despite glaring errors that breach multiple provisions of the Fair Credit Reporting Act ( FCRA ) and the Fair Debt Collection Practices Act ( FDCPA ). \n\nBelow is a non-exhaustive list of your material violations : Inconsistent Date Opened ( XXXX XXXX XXXX XXXX. Experian/XXXX XXXX XX/XX/XXXX ) violates FCRA 1681e ( b ) s requirement for accurate reporting. \nContradictory High Credit ( {$4400.00} vs. {$0.00} ) and Credit Limit ( {$4000.00} vs. {$0.00} ) further proof you are furnishing incomplete, misleading data ( FCRA 1681e ( b ) ). \nMismatched Date Last Active ( XX/XX/XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX ) and Date of Last Payment ( XX/XX/XXXXXXXX XXXX XXXXXX/XX/XXXX ) you can not verify these key dates, yet you continue reporting them ( FCRA 611 ( a ) ( 5 ) ). \nContinuous Monthly Charge-Off Status on Experian for 24 consecutive months, despite XXXX XXXXhowing an OK status a charge-off is a one-time event ; your ongoing CO designations materially misrepresent account history ( FCRA 1681s-2 ( b ), 1681i ). \nFailure to Reinvestigate Properly you merely resupplied statements rather than addressing or correcting discrepant data, in breach of your reinvestigation obligations under FCRA 1681i and 1681s-2 ( b ).\n\nLack of Chain-of-Title Validation you acknowledge securitization concerns in my original dispute yet refuse to produce any assignment history or proof of continuing reporting rights, in violation of FDCPA 809 ( b ). \nBecause of these willful and negligent violations, I demand that within 10 business days of your receipt of this letter you must : Delete this tradeline in its entirety from my consumer reports with XXXX Experian and XXXX  and Provide me written confirmation of each deletion ( including the date each CRA was notified ). \nAlternatively, if you claim to possess verifiable, Metro 2-compliant evidence for every data field you furnish, produce a complete reinvestigation reportfailing which you must remove the tradeline. \n\nShould you fail to comply, be advised that I will : Invoke Arbitration under my Customer Agreement with XXXX XXXX XXXX XXXX by filing a Demand with the XXXX XXXX XXXX ( XXXX ), XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX  ; File Complaints with the Consumer Financial Protection Bureau, Federal Trade Commission, and Virginia Attorney General for ongoing FCRA/FDCPA violations ; and Seek Statutory Damages under FCRA 616617 ( up to {$1000.00} per violation ), punitive damages, and recovery of attorneys fees.\n\nI look forward to your prompt confirmation of the tradelines deletion. \n\nSincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Experian Information Solutions , Inc . \nXXXX XXXX Consumer Financial Protection Bureau Virginia Attorney XXXX XXXX","date_sent_to_company":"2025-07-02T01:21:18.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"23234","tags":null,"has_narrative":true,"complaint_id":"14400761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-07-02T01:20:50.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Experian Information <em>Solutions</em> , Inc . \nXXXX XXXX Consumer Financial Protection Bureau Virginia Attorney XXXX XXXX"],"company":["Experian Information <em>Solutions</em> Inc."]},"sort":[11.026371,"14400761"]},{"_index":"complaint-public-v1","_id":"10615820","_score":10.865361,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Notice to Principal ; Notice to Agent - Notice to Agent ; Notice to Principal XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SSN : XXXX | DOB : XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Formal Complaint Against Equifax for Noncompliance and Failure to Provide Debt Validation Dear CFPB Complaints Team, I am writing to formally file a complaint against Equifax for their refusal to address ongoing inaccuracies on my credit report and their failure to provide validation for reported debts, in violation of my rights under the Fair Credit Reporting Act ( FCRA ).\n\nComplaint Summary : 1. Inaccurate Credit Reporting : I have identified several inaccuracies on my credit report maintained by Equifax. I have previously sent multiple letters and notices to Equifax, requesting correction or removal of these erroneous entries, as well as documentation that validates each debt being reported. Despite my requests, Equifax has not complied and continues to report inaccurate information on my credit file.\n\n2. Denial of Debt Validation : During a recent phone call with an Equifax representative, I requested proof of debt validation to ensure that the reported debts are legitimate and substantiated by the creditors. The Equifax associate stated that while validation exists, they are unable to provide me with this documentation. This refusal lacks legal justification and directly infringes upon my rights under the FCRA. I have retained a voice recording of this interaction, documenting XXXX denial of my lawful request. \n\n3. Denied Access to Equifax Website : Equifax has obstructed my attempts to access my account online. They allege that I established an account in XXXX, which I have no knowledge of, nor do I possess any credentials to access it. Despite attempting to reset the account, I encountered error messages and was directed to contact Equifax by phone. During the call, Equifax associates did not offer any viable solution or guidance to access my account, thereby preventing me from obtaining my credit report or taking necessary steps to resolve these issues. \n\n\nThis lack of transparency and repeated noncompliance by Equifax is unacceptable and has caused significant distress and inconvenience, as these inaccuracies impact my creditworthiness and access to financial resources. \n\nRequested Resolution : I am requesting the CFPB to : 1. Investigate XXXX refusal to provide debt validation for reported entries, despite my documented and recorded requests. \n\n2. Compel Equifax to allow me access to my online account or provide alternative means to obtain my credit report. \n\n3. Enforce corrections or removals of the inaccurate information on my credit report if Equifax fails to provide appropriate debt validation documentation. \n\nI will provide the voice recording of my conversation with XXXX representative as supporting evidence of their noncompliance and request that this be used to hold Equifax accountable for their failure to adhere to fair credit reporting practices. \n\nThank you for your time and attention to this matter. I look forward to your assistance in resolving this issue. \n\nSincerely, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-10-29T15:08:52.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"231XX","tags":null,"has_narrative":true,"complaint_id":"10615820","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-10-29T14:37:31.000Z","state":"VA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Compel Equifax to allow me access to my online account or provide <em>alternative</em> means to obtain my credit report. \n\n3. 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