{"took":133,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":20761,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2851375","_score":10.211489,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Coinbase strongly recommended using a 2 factor authentication method to protect my funds.  One of the recommended \" Authenticators '' was XXXX Authenticator. I configured the 2 factor authentication and everything worked fine until the phone on which I had XXXX Authenticator installed needed to be wiped due to a severe software problem. After the wipe, I could no longer use XXXX Authenticator. I followed Coinbase 's instructions do deactivate 2 factor authentication and these instructions failed. \n\nA ticket was opened in early XX/XX/XXXX and I still have no access to my account. Last I was able to look I had over {$6000.00} in various coins but I still have no access to my account. In the meantime the currencies have fluctuated wildly and I have been unable to liquidate.","date_sent_to_company":"2018-03-22T19:14:47.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"32837","tags":null,"has_narrative":true,"complaint_id":"2851375","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-03-22T18:59:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Coinbase strongly recommended using a 2 factor <em>authentication</em> method to protect my funds.  One of the recommended \" <em>Authenticators</em> '' was XXXX <em>Authenticator</em>. I configured the 2 factor <em>authentication</em> and everything worked fine until the phone on which I had XXXX <em>Authenticator</em> installed needed to be wiped due to a severe software problem. After the wipe, I could no longer use XXXX <em>Authenticator</em>."]},"sort":[10.211489,"2851375"]},{"_index":"complaint-public-v1","_id":"22600969","_score":10.204142,"_source":{"product":"Credit card","complaint_what_happened":"First, congratulations to U.S. Bank for adopting passkey authentication as a step toward modern hardware-backed authentication. \n\nHowever, my experience with the implementation raises concerns regarding how passkey authentication is actually being recognized and trusted within the banks login workflow. \n\nFor several years, I have used XXXX  credential-management and passkey-related authentication capabilities through XXXX and my XXXX XXXX. XXXX XXXX laptops have long supported XXXX XXXX, XXXX XXXX, XXXX, and hardware-backed platform authentication standards. In practical use, the browser and operating system already recognize and securely manage authentication credentials associated with the banks website. \n\nDespite this, the banks authentication process has repeatedly continued to require additional verification codes and legacy secondary-verification steps even after the browser/platform authentication layer successfully recognizes the stored credential state. \n\nMore recently, U.S. Bank added visible XXXX passkey functionality to its login workflow. However, the implementation still appears heavily centered around secondary-device mediation such as phones, tablets, or external security keys instead of fully trusting mature laptop-based platform authenticators already built into modern systems such as XXXX XXXX devices. \n\nAdditionally, the workflow messaging itself appears contradictory. The browser ecosystem recognizes and manages the credential relationship, yet the website behavior often still falls back into repeated code-verification flows and legacy authentication logic. \n\nThis creates the appearance of passkey modernization while preserving much of the same legacy authentication behavior underneath. \n\nA properly implemented passkey workflow should reduce unnecessary secondary verification behavior and should fully recognize mature platform authenticators already securely integrated into modern computing devices.","date_sent_to_company":"2026-06-11T11:54:47.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"22600969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-05-27T02:56:06.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Bank for adopting passkey <em>authentication</em> as a step toward modern hardware-backed <em>authentication</em>. \n\nHowever, my experience with the implementation raises concerns regarding how passkey <em>authentication</em> is actually being recognized and trusted within the banks login workflow. \n\nFor several years, I have used XXXX  credential-management and passkey-related <em>authentication</em> capabilities through XXXX and my XXXX XXXX."]},"sort":[10.204142,"22600969"]},{"_index":"complaint-public-v1","_id":"6564996","_score":9.818901,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have been unable to access my Coinbase account for over 11 days now due to problems with two-factor authentication. It is stuck on using XXXX XXXX as the two-factor authentication. Unfortunately, my old mobile phone stopped working before I could setup Authenticator on my new phone. I learned that there is no way to setup XXXX XXXX on your new phone without having access to your old phone. \n\nI spoke to Coinbase customer support on XX/XX/XXXX, XXXX, XXXX, XXXX and XXXX. I asked them to switch the two-factor authentication back to using SMS messaging since I have access to my phone number and email account. I sent a picture of myself and my driver 's license which were confirmed. I was told I had XXXX hours to change the two-factor authentication. However, I was unable to change the two-factor authentication from Authenticator to SMS message like customer support said I should be able to do. I was prompted to enter an Authenticator code to switch back to SMS message as my two-factor. After multiple attempts, including while speaking to a representative live on the phone, the same problem kept occurring. I was told there was no way for Coinbase to make the change for me, I could only do it myself. \nOn XX/XX/XXXX, I was told that Coinbase actually could change on the two-factor authentication on the backend. I was sent a link to upload a selfie picture while holding a sheet of paper with the date written on it. That was XXXX week ago, and I have not heard back from them. This has not only been frustrating ; however I have also lost confidence that I can access my money in the form of cryptocurrency on this exchange. \nI told them to just switch the two-factor authentication back to SMS. I am tired of excuses and just want access to my account restored. I have attached screen captures from my email inbox showing some of the customer support communication. \nWhile a significant amount of time and effort has been spent, these efforts have not achieved access to my account to change the two-factor authentication.","date_sent_to_company":"2023-02-13T23:39:18.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"22204","tags":null,"has_narrative":true,"complaint_id":"6564996","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2023-02-13T22:27:28.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I asked them to switch the two-factor <em>authentication</em> back to using SMS messaging since I have access to my phone number and email account. I sent a picture of myself and my driver 's license which were confirmed. I was told I had XXXX hours to change the two-factor <em>authentication</em>. However, I was unable to change the two-factor <em>authentication</em> from <em>Authenticator</em> to SMS message like customer support said I should be able to do."]},"sort":[9.818901,"6564996"]},{"_index":"complaint-public-v1","_id":"10532664","_score":9.816121,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/year> I signed up for XXXX {$19.00} subscription. I was promised access but was never given same. I was authenticated. \n\nOn XX/XX/year> I canceled and asked for refund ... .no refund came. I was authenticated. \n\nOn XX/XX/year> I asked for refund, given assurance and # XXXX but no refund. I was authenticated. \n\nOn XX/XX/year> I spoke to XXXX who said he would refund # XXXX and on XX/XX/year> a refund to my XXXX XXXX for {$19.00} took place. I was authenticated. \n\nOn XX/XX/year> Equifax charged my XXXX XXXX Acct for {$19.00} for canceled service. I was authenticated. \n\nOn XX/XX/year> I attempted to obtain refund from Supervisor XXXX then later from Supervisor XXXX, but was told I was unable to authenticate my identity although I answered same questions previously. I want Equifax to stop fraudulently charging me for services they are not providing.","date_sent_to_company":"2024-10-22T22:01:25.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92806","tags":"Older American","has_narrative":true,"complaint_id":"10532664","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-10-22T21:22:50.000Z","state":"CA","company_public_response":null,"sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I was <em>authenticated</em>. \n\nOn XX/XX/year> I canceled and asked for refund ... .no refund came. I was <em>authenticated</em>. \n\nOn XX/XX/year> I asked for refund, given assurance and # XXXX but no refund. I was <em>authenticated</em>. \n\nOn XX/XX/year> I spoke to XXXX who said he would refund # XXXX and on XX/XX/year> a refund to my XXXX XXXX for {$19.00} took place. I was <em>authenticated</em>. \n\nOn XX/XX/year> Equifax charged my XXXX XXXX Acct for {$19.00} for canceled service. I was <em>authenticated</em>."]},"sort":[9.816121,"10532664"]},{"_index":"complaint-public-v1","_id":"2772462","_score":9.768067,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I purchased litecoin using the coinbase website. Since I wanted the funds available immediately I used a credit card and paid a higher fee. I was using the money to invest in TRX, but when I tried to transfer the funds coinbase put a hold on my money. This is after 2 factor authentication to login, credit card authentication, bank account authentication, and identity authentication. Additionally, I have used this site before to do this exact transaction without issues so I had no reason to think they would hold my funds when they website clearly states they will be available immediately.","date_sent_to_company":"2018-01-04T14:17:38.000Z","issue":"Money was not available when promised","sub_product":"Virtual currency","zip_code":"253XX","tags":null,"has_narrative":true,"complaint_id":"2772462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-01-04T14:00:28.000Z","state":"WV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is after 2 factor <em>authentication</em> to login, credit card <em>authentication</em>, bank account <em>authentication</em>, and identity <em>authentication</em>. Additionally, I have used this site before to do this exact transaction without issues so I had no reason to think they would hold my funds when they website clearly states they will be available immediately."]},"sort":[9.768067,"2772462"]},{"_index":"complaint-public-v1","_id":"9173555","_score":9.750487,"_source":{"product":"Credit card","complaint_what_happened":"When I did the application for the card, I gave CitiBank my physical address as well as my mailing address. CitiBank still sent the card to my physical address where I can not receive mail. I called CitiBank in order to inform them that the card was supposed to be sent to the mailing address. They would not confirm that the mailing address was on the application. They asked to send a code to my phone to authenticate me and then proceeded to tell me that they could not send the text. Then they asked for work number where they called and talked to my supervisor who verified that I was who I said I was and then stated once again that they could not verify me. They asked me what my security word was-I told them-it was correct and then they stated that they still could not authenticate me. They asked for me SSN-still could not authenticate me. And then stated that they would have to send me a letter to authenticate me-even though they were sending it to an address where I can not receive mail. I pointed this out several times during the conversation and they said that I would have to wait XXXX business days to call back and then they would try something else. I waited the 10 days and then we went through the whole thing of them telling me that they could not authenticate me even though I answered everything correctly. They then asked me for family members ' phone in order to authenticate me but when I asked how they would use that information to authenticate me-they would not tell me how. So once again we get to the end of the conversation-and they tell me-AGAIN-that they have to resend the letter-EVEN THOUGH I AM NOT GOING TO GET THE LETTER BECAUSE THEY WON'T SEND IT TO THE CORRECT MAILING ADDRESS. I asked during both calls if I could just close the card because this was too much trouble for a card-they said that they had to authenticate me in order to close it but THEY WILL NOT AUTHENTICATE ME NOR WILL THEY GIVE ME A SUFFICIENT REASON AS TO WHY THEY CAN NOT AUTHENTICATE ME. I hope that as many people as possible read this because this is the most ridiculous thing that I ever had to deal with.","date_sent_to_company":"2024-06-04T17:28:30.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"29505","tags":null,"has_narrative":true,"complaint_id":"9173555","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-06-04T17:07:57.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting a working replacement card"},"highlight":{"complaint_what_happened":["I asked during both calls if I could just close the card because this was too much trouble for a card-they said that they had to <em>authenticate</em> me in order to close it but THEY WILL NOT <em>AUTHENTICATE</em> ME NOR WILL THEY GIVE ME A SUFFICIENT REASON AS TO WHY THEY CAN NOT <em>AUTHENTICATE</em> ME. I hope that as many people as possible read this because this is the most ridiculous thing that I ever had to deal with."]},"sort":[9.750487,"9173555"]},{"_index":"complaint-public-v1","_id":"8656650","_score":9.682721,"_source":{"product":"Credit card","complaint_what_happened":"Dual Factor Authentication The problem I was experiencing was related to the Dual Factor Authentication procedure for both the website and mobile application. After switching phone carriers, I was unable to select my phone number as valid method to receive a one-time code to authenticate my online account. It was on my third call to Chase and escalating the conversation to where I was connected with a technical representative who was able to solve the issue within minutes. I was informed that the root cause of my issue was because I switched mobile phone carriers and the original authentication message was sent to the old phone provider and returned back as a bad phone number. Because of this my phone number was put on a blacklist and was not able to be used until they removed it from it and reconfigured it. \n\nI had contacted Chase Bank about this issue three separate times. The complaint is in regard to the frontline customer service troubleshooting procedure. On all three calls when speaking to the first associate who answered the phone, I was informed to disable my Dual Factor Authentication as a method of resolution. \n\nThe main concern I have is in regard to Chase 's policy and procedure to inform consumers to remove the Dual Factor Authentication as a method of resolution as a first line of problem solving when they clearly have other resources to help solve their issue. The solution to remove the Dual Factor Authentication as a process/procedure creates online account take over vulnerability for all consumers who follow that direction.","date_sent_to_company":"2024-03-29T19:29:29.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"80601","tags":null,"has_narrative":true,"complaint_id":"8656650","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-03-29T19:03:57.000Z","state":"CO","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Dual Factor <em>Authentication</em> The problem I was experiencing was related to the Dual Factor <em>Authentication</em> procedure for both the website and mobile application. After switching phone carriers, I was unable to select my phone number as valid method to receive a one-time code to <em>authenticate</em> my online account. It was on my third call to Chase and escalating the conversation to where I was connected with a technical representative who was able to solve the issue within minutes."]},"sort":[9.682721,"8656650"]},{"_index":"complaint-public-v1","_id":"4334047","_score":9.681421,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, my two factor authentication stopped functioning. \nThe code on my phone authenticator would not sync with the website XXXX. \nI attempted to reaccess my account, could not, so I contacted Coinbase to notify them of this, and to request assistance. \nThey notified me through Case # XXXX to : XXXX ) Go to the Coinbase login page on a desktop or mobile web browser XXXX ) Enter your email address and password ( this will prompt the self-recovery process ) XXXX ) Complete 2-factor authentication I notified them that I no longer have access to my authenticator app. \nEvery area of the site that a customer is sent in terms of no access to 2 factor authentication, in order to resolve the issue, it asked you for your 2 Factor Authentication code. It's a loop that has no solutions. \nI contacted them again and requested for 2 Factor Authentication disabled from my account so I can verify my identity. \nNo response. \nI went online, began researching, was led to XXXX where Coinbase has customer service - they have not responded to posts or chats. \nSince XX/XX/XXXX I have transferred {$6200.00} to Coinbase that I now have no access to and they have no provided me a path to access my account. Based on their reputation, and that they have no responded to my inquiries through their XXXX, I am filing this complaint. \nI have also filed with the state of New Mexico AG.","date_sent_to_company":"2021-05-03T14:15:54.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"87112","tags":null,"has_narrative":true,"complaint_id":"4334047","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-04-28T18:16:19.000Z","state":"NM","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They notified me through Case # XXXX to : XXXX ) Go to the Coinbase login page on a desktop or mobile web browser XXXX ) Enter your email address and password ( this will prompt the self-recovery process ) XXXX ) Complete 2-factor <em>authentication</em> I notified them that I no longer have access to my <em>authenticator</em> app. \nEvery area of the site that a customer is sent in terms of no access to 2 factor <em>authentication</em>, in order to resolve the issue, it asked you for your 2 Factor <em>Authentication</em> code."]},"sort":[9.681421,"4334047"]},{"_index":"complaint-public-v1","_id":"20701198","_score":9.658468,"_source":{"product":"Checking or savings account","complaint_what_happened":"The Bank Of America XXXX XXXX can not authenticate me, and I can not get my money after multiple retries and wasting my time. I have brought my ID with me. I have my phone to authenticate me. Still, they can not authenticate me. It's a giant waste of my time. And their system is so stupid and it cost me an hour of time because of their failure","date_sent_to_company":"2026-03-27T00:34:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95035","tags":null,"has_narrative":true,"complaint_id":"20701198","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-03-27T00:26:51.000Z","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 making or receiving payments"},"highlight":{"complaint_what_happened":["The Bank Of America XXXX XXXX can not <em>authenticate</em> me, and I can not get my money after multiple retries and wasting my time. I have brought my ID with me. I have my phone to <em>authenticate</em> me. Still, they can not <em>authenticate</em> me. It's a giant waste of my time. And their system is so stupid and it cost me an hour of time because of their failure"]},"sort":[9.658468,"20701198"]},{"_index":"complaint-public-v1","_id":"22209764","_score":9.625136,"_source":{"product":"Debt collection","complaint_what_happened":"I was told that I could cancel up to 90 days I did but they took out a loan in my name and misrepresented my approval. I am disputing an account being reported by\nOmega RMS and verified by XXXX. \nThe furnisher relies upon alleged electronic signature documents ; however, neither the furnisher nor the credit bureau has provided authentication evidence establishing who electronically executed the agreement.\n\nNo IP logs, device records, timestamp verification, identity authentication records, or electronic\n\naudit trail documentation have been produced. Despite this lack of authentication evidence, the account continues to be reported as verified. I believe the credit bureau failed to conduct a reasonable investigation as required under the Fair Credit Reporting Act and continues reporting information that is not fully authenticated or properly verified. I am requesting : a complete reinvestigation disclosure of the method of verification used deletion of the account if full authentication and verification can not be established","date_sent_to_company":"2026-05-14T18:08:16.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"087XX","tags":null,"has_narrative":true,"complaint_id":"22209764","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Omega RMS, LLC","date_received":"2026-05-14T17:54:11.000Z","state":"NJ","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["The furnisher relies upon alleged electronic signature documents ; however, neither the furnisher nor the credit bureau has provided <em>authentication</em> evidence establishing who electronically executed the agreement.\n\nNo IP logs, device records, timestamp verification, identity <em>authentication</em> records, or electronic\n\naudit trail documentation have been produced. Despite this lack of <em>authentication</em> evidence, the account continues to be reported as verified."]},"sort":[9.625136,"22209764"]},{"_index":"complaint-public-v1","_id":"18925499","_score":9.597133,"_source":{"product":"Credit card","complaint_what_happened":"Chase does not provide a reliable or configurable standard two-factor authentication ( 2FA ) option for my account. \n\nThere is no way to configure a standard 2FA method such as automated SMS, automated voice call, a passkey, or a time-based one-time password ( for example, a rotating 6-digit code ). Instead, Chase repeatedly attempts to use mobile-app push authentication. \n\nThis does not work. The mobile-app authentication request never surfaces when required, and no amount of unlocking the phone, changing notification settings, or adjusting device options resolves the issue. The behavior is consistent and repeatable. \n\nI use XXXX XXXX XXXX on my devices for security. XXXX XXXX intentionally restricts background services and push-based authentication flows. As a result, Chases required push-based authentication is unlikely to function at all in this environment and is not a viable long-term authentication method. \n\nAdditionally, the authentication method Chase requires conflicts with secure-by-default settings on my devices. The requested behavior is blocked by default for security reasons, and even if it could be made to work temporarily, it would require weakening device security in a way that is not acceptable long-term. \n\nAt this point, logging in to my account on a computer through the Chase website requires calling Chase and obtaining a temporary XXXX access code through a manual support process. This routinely takes XXXX minutes or more, requires waiting on hold and transfers, and makes the account difficult to manageespecially during the off-hours I often work. \n\nIf I am logged out for any reason during this process, I am required to start the entire process over again, including another call to Chase for a new access code. \n\nAs a result, I experience repeated delays in being able to log in, initiate payments, and track account activity, which interferes with normal account management. \n\nChase support advised that this issue was fixed, but the problem continues on every login. There is also no visible way to remove mobile-app authentication or select an alternative automated standard 2FA method.\n\nThis results in unreliable account access and forces the use of an authentication method that does not function, conflicts with reasonable security practices, and has no supported automated alternative. I am requesting that Chase remove mobile-app authentication from my profile and provide a working automated standard 2FA option such as SMS, automated voice call, passkey, or a time-based one-time password.","date_sent_to_company":"2026-01-22T16:47:53.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"80911","tags":"Servicemember","has_narrative":true,"complaint_id":"18925499","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-01-22T16:38:18.000Z","state":"CO","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["As a result, Chases required push-based <em>authentication</em> is unlikely to function at all in this environment and is not a viable long-term <em>authentication</em> method. \n\nAdditionally, the <em>authentication</em> method Chase requires conflicts with secure-by-default settings on my devices. The requested behavior is blocked by default for security reasons, and even if it could be made to work temporarily, it would require weakening device security in a way that is not acceptable long-term."]},"sort":[9.597133,"18925499"]},{"_index":"complaint-public-v1","_id":"5860266","_score":9.523565,"_source":{"product":"Checking or savings account","complaint_what_happened":"As a result of frequent data breaches by various corporations, I set up as much multi-factor authentication as possible on all of my accounts, especially banks. USAA allowed me to set up facial recognition, but that functionality was removed around XX/XX/2022 as far as I can tell. To replace it, I set up biometric multifactor authentication ( thumb print ) and received an email indicating that I had done so in late XX/XX/2022. After a week, that authentication was removed without any sort of communication. I was able to set it up again easily, but it has shaken my confidence in their account security. I would prefer to use a separate authenticator with a rotating code, but they do not offer that functionality.","date_sent_to_company":"2022-08-09T21:21:18.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"98201","tags":"Servicemember","has_narrative":true,"complaint_id":"5860266","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2022-08-09T20:50:23.000Z","state":"WA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["After a week, that <em>authentication</em> was removed without any sort of communication. I was able to set it up again easily, but it has shaken my confidence in their account security. I would prefer to use a separate <em>authenticator</em> with a rotating code, but they do not offer that functionality."]},"sort":[9.523565,"5860266"]},{"_index":"complaint-public-v1","_id":"5219298","_score":9.516239,"_source":{"product":"Debt collection","complaint_what_happened":"ADVANCE AMERICA Must provide consumer with an authenticated record of accounting to validate and verify alleged debt. ADVANCE AMERICA, I am requesting an authenticated record of accounting. I have the right to an authenticated record of accounting which should be readily available to you as the custodian of records and/or the collective entity. \n\nPlease note that this authenticated record must include ALL tax filings ( including ALL 1099 's, 1096 's and 1098 's ) ANY and ALL trades and/or investments and/or interests associated with this account of which I am alleged to be a party.\n\nI have a right to this information, as its directly associated with the reporting activities associated with my financial record.\n\nFailure to act and/or comply will result in legal actions under Federal Laws.","date_sent_to_company":"2022-02-14T07:35:15.000Z","issue":"Written notification about debt","sub_product":"Payday loan debt","zip_code":"33068","tags":null,"has_narrative":true,"complaint_id":"5219298","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Advance America, Cash Advance Centers, Inc.","date_received":"2022-02-14T07:22:33.000Z","state":"FL","company_public_response":null,"sub_issue":"Didn't receive enough information to verify debt"},"highlight":{"complaint_what_happened":["ADVANCE AMERICA Must provide consumer with an <em>authenticated</em> record of accounting to validate and verify alleged debt. ADVANCE AMERICA, I am requesting an <em>authenticated</em> record of accounting. I have the right to an <em>authenticated</em> record of accounting which should be readily available to you as the custodian of records and/or the collective entity."]},"sort":[9.516239,"5219298"]},{"_index":"complaint-public-v1","_id":"5217542","_score":9.516239,"_source":{"product":"Debt collection","complaint_what_happened":"NETCREDIT Must provide consumer with an authenticated record of accounting to validate and verify alleged debt. NetCredit, I am requesting an authenticated record of accouting. I have the right to an authenticated record of accounting which should be readily available to you as the custodian of records and/or the collective entity. \n\nPlease note that this authenticated record must include ALL tax filings ( including ALL 1099 's, 1096 's and 1098 's ) ANY and ALL trades and/or investments and/or interests associated with this account of which I am alleged to be a party. \n\nI have a right to this information, as its directly associated with the reporting activities associated with my financial record. \n\nFailure to act and/or comply will result in legal actions under Federal Laws.","date_sent_to_company":"2022-02-14T07:22:09.000Z","issue":"Written notification about debt","sub_product":"Credit card debt","zip_code":"33068","tags":null,"has_narrative":true,"complaint_id":"5217542","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ENOVA INTERNATIONAL, INC.","date_received":"2022-02-14T07:09:03.000Z","state":"FL","company_public_response":null,"sub_issue":"Didn't receive enough information to verify debt"},"highlight":{"complaint_what_happened":["NETCREDIT Must provide consumer with an <em>authenticated</em> record of accounting to validate and verify alleged debt. NetCredit, I am requesting an <em>authenticated</em> record of accouting. I have the right to an <em>authenticated</em> record of accounting which should be readily available to you as the custodian of records and/or the collective entity."]},"sort":[9.516239,"5217542"]},{"_index":"complaint-public-v1","_id":"6597160","_score":9.487781,"_source":{"product":"Mortgage","complaint_what_happened":"I was told that FHA loan servicing companies had to provide web portal access to view their mortgages. I have been using Rocket Mortgage without any problems for some time however they have recently implemented MFA or multi-factor authentication. This requires a cell phone to authenticate on their website. I cancelled my cell phone and they are refusing to provide me with access to my mortgage information without one. Having a cell phone was not a requirement for a FHA loan so I believe they may be engaging in class warfare against those unable to afford cell phones. Is this new policy that they implemented even legal? I mean they won't even give me the option to authenticate via an email code, it MUST be a cell phone. If this is legal, will they provide me with a cell phone to use so I may authenticate on their website?","date_sent_to_company":"2023-02-21T23:50:13.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"173XX","tags":null,"has_narrative":true,"complaint_id":"6597160","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2023-02-21T23:36:38.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I mean they won't even give me the option to <em>authenticate</em> via an email code, it MUST be a cell phone. If this is legal, will they provide me with a cell phone to use so I may <em>authenticate</em> on their website?"]},"sort":[9.487781,"6597160"]},{"_index":"complaint-public-v1","_id":"8337454","_score":9.479391,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Equifax does not provide 2-factor authentication for accounts, leaving us extremely vulnerable to identity theft. \n\nBoth XXXX and XXXX have 2-factor authentication.","date_sent_to_company":"2024-02-13T23:30:03.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"28803","tags":null,"has_narrative":true,"complaint_id":"8337454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-02-13T23:22:32.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem with product or service terms changing"},"highlight":{"complaint_what_happened":["Equifax does not provide 2-factor <em>authentication</em> for accounts, leaving us extremely vulnerable to identity theft. \n\nBoth XXXX and XXXX have 2-factor <em>authentication</em>."]},"sort":[9.479391,"8337454"]},{"_index":"complaint-public-v1","_id":"6380099","_score":9.473976,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am unable to access my account when on an airplane. Every time I try, the bank requires two-factor authentication but the only options for authentication are a phone call or XXXX message. When flying, neither of these options are allowed ; I can not receive XXXX or phone calls over the airline Wi-Fi . TD could easily solve this by allowing authentication via email, or a data message ( eg, XXXX ) but they have refused despite my request.","date_sent_to_company":"2022-12-30T17:52:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10023","tags":null,"has_narrative":true,"complaint_id":"6380099","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2022-12-30T17:40:19.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Every time I try, the bank requires two-factor <em>authentication</em> but the only options for <em>authentication</em> are a phone call or XXXX message. When flying, neither of these options are allowed ; I can not receive XXXX or phone calls over the airline Wi-Fi . TD could easily solve this by allowing <em>authentication</em> via email, or a data message ( eg, XXXX ) but they have refused despite my request."]},"sort":[9.473976,"6380099"]},{"_index":"complaint-public-v1","_id":"3956272","_score":9.425182,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX, my two factor authentication was attempted to be reset, which I initiated. For six months, I have went back and forth with this business, attempting to reset my two factor authentication after I broke my phone. They have been impossible to reach, stating that I need to log in, to be able to contact them. Of course, this is impossible because my two factor authentication is not available. When they reset my two factor authentication, they failed to reset BOTH numbers on the account, proceeding to LOCK my account, failing to allow me access to both my money, and my account. They now will not allow me to contact them at all, removing the access from their website entirely. I have repetetively attempted to contact this business, from twitter, to phone, to email, to direct messaging. All attempts have failed.","date_sent_to_company":"2020-11-15T13:27:57.000Z","issue":"Other service problem","sub_product":"Virtual currency","zip_code":"98373","tags":null,"has_narrative":true,"complaint_id":"3956272","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2020-11-15T13:22:10.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, my two factor <em>authentication</em> was attempted to be reset, which I initiated. For six months, I have went back and forth with this business, attempting to reset my two factor <em>authentication</em> after I broke my phone. They have been impossible to reach, stating that I need to log in, to be able to contact them. Of course, this is impossible because my two factor <em>authentication</em> is not available."]},"sort":[9.425182,"3956272"]},{"_index":"complaint-public-v1","_id":"4751247","_score":9.367455,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Tuesday XX/XX/21, I was informed by Citi that my account had been temporarily suspended due to potential fraud on the account. Upon contacting Citi 's \" early fraud '' department, they asked me a series of questions to \" authenticate '' me. I provided ALL VALID account information, including my wife ( who is an authorized signer ) including phone number, email address, personal information, etc. and was informed that I was unable to be authenticated and that the ONLY way I would be able to be authenticated is through a pass code to be delivered by USPS within 5-7 days. I tried to resolve with 3 different individuals, including two supervisors, all of whom advised that was the \" only '' way to authenticate me as I did not have Citi accounts otherwise.\n\nIt is notable that there are zero unauthorized charges on my account and I informed Citi as much, yet my account remains locked. \n\nAs of the time of this writing ( XX/XX/21 ), I still have not received correspondence regarding this authentication, but in the meantime I have had not fewer than two bills using my citi card as an auto draft attempt payment and were rejected, which has resulted in me being charged a late fee.\n\nIn addition to the inconvenience of being charged a late fee through no fault of my own, Citi 's archaic and inflexible policy of allowing me to verify myself ( and again, who can better authenticate myself THAN MYSELF ), I find it highly concerning that Citi is de facto attempting to illegally tie depository and credit relationships as the only reasonable means to authenticate in the case of potential fraud. As the reader of this would undoubtedly acknowledge, Citi or any financial institution is not permitted to require having a depository account as the means of extending credit and is illegal per the OCC regarding anti-tying provisions.","date_sent_to_company":"2021-09-24T15:11:30.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"43221","tags":null,"has_narrative":true,"complaint_id":"4751247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-09-24T14:52:08.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Upon contacting Citi 's \" early fraud '' department, they asked me a series of questions to \" <em>authenticate</em> '' me. I provided ALL VALID account information, including my wife ( who is an authorized signer ) including phone number, email address, personal information, etc. and was informed that I was unable to be <em>authenticated</em> and that the ONLY way I would be able to be <em>authenticated</em> is through a pass code to be delivered by USPS within 5-7 days."]},"sort":[9.367455,"4751247"]},{"_index":"complaint-public-v1","_id":"17284687","_score":9.365581,"_source":{"product":"Checking or savings account","complaint_what_happened":"b'Mr Vice President Please Inform Your Agents That I Have Documents That Meets The Requirements To Authenticate The Account And To Allow Me To Authenticate The Account Because Your Agents Are Not Letting Me Please Inform Your Agents That I Will Take Pictures Of The Documents That Meets The Requirements To Authenticate The Account Please Let Them Know That The Callers On The XXXX XXXX XXXX XXXX Was Me XXXX XXXX  My Email XXXX Please Inform Your Agents That If The Behavior Continues I Will Be Force To Use Evidence To Support My Claims And Calls Will Be Recorded'","date_sent_to_company":"2025-11-16T12:41:44.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Other banking product or service","zip_code":"10458","tags":null,"has_narrative":true,"complaint_id":"17284687","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2025-11-16T12:01:57.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["b'Mr Vice President Please Inform Your Agents That I Have Documents That Meets The Requirements To <em>Authenticate</em> The Account And To Allow Me To <em>Authenticate</em> The Account Because Your Agents Are Not Letting Me Please Inform Your Agents That I Will Take Pictures Of The Documents That Meets The Requirements To <em>Authenticate</em> The Account Please Let Them Know That The Callers On The XXXX XXXX XXXX XXXX Was Me XXXX XXXX  My Email XXXX Please Inform Your Agents That If The Behavior Continues I Will Be Force"]},"sort":[9.365581,"17284687"]},{"_index":"complaint-public-v1","_id":"14337364","_score":9.334692,"_source":{"product":"Credit card","complaint_what_happened":"I have been a long standing credit card customer of Chase Bank for many years with a stellar history, often paying off the entire balance each month. Suddenly, without any notice, my credit was blocked and I was unable to use the card. I called Chase Bank and the representatives attempted to authenticate me by asking questions purportedly based on public records. These questions, however, did not relate in any way to my actual history ( possible identity theft ). I made dozens of such calls to no avail. Chase representatives refused to discuss this block with me until I could authenticate myself. I asked if there was an alternative means of authentication They did not provide any alternatives. Finally, on XX/XX/year>, I sent Chase a letter and included a copy of my US passport and other identification documents. I said I would provide additional documents and was willing to do a video conference if needed to authenticate myself so that the security block could be resolved. Today, five weeks later, I still have not received a response from Chase. Since I have been prevented from authenticating myself, I have not been able to resolve this credit block.","date_sent_to_company":"2025-06-27T18:18:08.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"14337364","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-06-27T17:58:16.000Z","state":null,"company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I called Chase Bank and the representatives attempted to <em>authenticate</em> me by asking questions purportedly based on public records. These questions, however, did not relate in any way to my actual history ( possible identity theft ). I made dozens of such calls to no avail. Chase representatives refused to discuss this block with me until I could <em>authenticate</em> myself. I asked if there was an alternative means of <em>authentication</em> They did not provide any alternatives."]},"sort":[9.334692,"14337364"]},{"_index":"complaint-public-v1","_id":"10432461","_score":9.309691,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Equifax, is one of the three major credit reporting agencies. \nIn XXXX of 2017, Equifax experienced a data breach, which impacted the personal information of approximately XXXX XXXX people. A federal court approved a class action lawsuit and Equifax provided seven years of free credit monitoring services. \n\nOn XX/XX/XXXX I called Equifax Customer Care at XXXX and spoke to XXXX, not sure if that is the correct spelling of her name, to inquire if there is an option for two-factor authentication when logging into the Equifax website . I was told they do not have 2 factor authentication, it is not an option. \n\nHow is this possible that one of the three major credit reporting agencies that has access to all my personal information, does not have a security method in place that requires two forms of identification to access my data and resources? \n\nXXXX and XXXX both require two-factor authentication before accessing all my personal information. Equifax should make two factor authentication available.","date_sent_to_company":"2024-10-12T14:27:51.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"55316","tags":null,"has_narrative":true,"complaint_id":"10432461","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-10-12T13:42:26.000Z","state":"MN","company_public_response":null,"sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["XXXX and XXXX both require two-factor <em>authentication</em> before accessing all my personal information. Equifax should make two factor <em>authentication</em> available."]},"sort":[9.309691,"10432461"]},{"_index":"complaint-public-v1","_id":"2961603","_score":9.261818,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"We were purchasing carpet from XXXX and they use credit from Wells Fargo Bank. I gave my information to the sales associate who in turn gave my information to Wells Fargo. Shortly afterwards, a Wells Fargo associate called and spoke with me. I was denied credit for the carpet purchase according to the Wells Fargo associate due to the inability of Wells Fargo to authenticate my identity. This interaction happened on XX/XX/18. In the mail, I received a denial letter stating the inability to authenticate my identity ( the applicant ) and instructed to contact XXXX XXXX. My complaint is with Wells Fargo ; specifically, why did I take a credit hit, if in fact Wells Fargo could not authenticate my identity? It doesn't make sense for any business who claims an inability to authenticate a potential customer 's id to then be able to run a credit check and then the customer takes a hit to their credit score.","date_sent_to_company":"2018-07-12T05:31:03.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"93710","tags":null,"has_narrative":true,"complaint_id":"2961603","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-07-12T04:57:35.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["I was denied credit for the carpet purchase according to the Wells Fargo associate due to the inability of Wells Fargo to <em>authenticate</em> my identity. This interaction happened on XX/XX/18. In the mail, I received a denial letter stating the inability to <em>authenticate</em> my identity ( the applicant ) and instructed to contact XXXX XXXX. My complaint is with Wells Fargo ; specifically, why did I take a credit hit, if in fact Wells Fargo could not <em>authenticate</em> my identity?"]},"sort":[9.261818,"2961603"]},{"_index":"complaint-public-v1","_id":"9847585","_score":9.256091,"_source":{"product":"Credit card","complaint_what_happened":"On my Best Buy card someone fraudulently charged XXXX dollars several months back- I called the company they denied talking to me since I do not have old phone number I used to have -I have a new phone number so they are keep using excuse saying they can not authenticate me but they will send a letter to my home address- they have never sent me any authentication letter but they have been adding fees and interest for several months and not that XXXX dollars have ballooned to XXXX dollars- I have tried making my account online but their site decline adding my card so I cant update my phone number for them to authenticate me and remove all these charges- I have called XXXX times in last several months - theyre agents been promising me to sent authentication letter but they have not done so- every time I call they say I have to wait for authentication letter - its been several months I am extremely upset and disappointed- I even went to Best Buy store itself and they declined to help me - I cant pay for something I did not use for / these XXXX dollars charges needs to be removed- please help thank you graciously","date_sent_to_company":"2024-08-19T06:16:27.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"89142","tags":null,"has_narrative":true,"complaint_id":"9847585","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-08-19T05:57:30.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["tried making my account online but their site decline adding my card so I cant update my phone number for them to <em>authenticate</em> me and remove all these charges- I have called XXXX times in last several months - theyre agents been promising me to sent <em>authentication</em> letter but they have not done so- every time I call they say I have to wait for <em>authentication</em> letter - its been several months I am extremely upset and disappointed- I even went to Best Buy store itself and they declined to help me - I"]},"sort":[9.256091,"9847585"]},{"_index":"complaint-public-v1","_id":"5068581","_score":9.24962,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased handbags on the net and upon receipt of items it turned it to be that all items received are counterfeit items Tried to call merchant but no answer, the website I purchased from disappeared ( XXXX XXXX ) and I can not get to the merchant and when I texted the number of the invoice I received a message stating this not a business phone no. ( copy of text attached ) I submitted a claim to Capitalone consumer protection dept. stating the problem and my claim was denied three times in the past two months and bank are not cooperating to protect me as their client. \n\nThe bank asked me for the impossible which a letter from a third party stating that items are fake and XXXX XXXX store at the XXXX XXXX XXXX told me that they will not authenticate or issue such letter. \n\nThe only way to find a company that does authentication and pay a few to authenticate which capital one card investigation dept. refused to cover the cost and asking me to cover the cost of authenticating the bags","date_sent_to_company":"2022-01-04T19:45:26.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92782","tags":null,"has_narrative":true,"complaint_id":"5068581","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2022-01-04T19:02:25.000Z","state":"CA","company_public_response":null,"sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["The bank asked me for the impossible which a letter from a third party stating that items are fake and XXXX XXXX store at the XXXX XXXX XXXX told me that they will not <em>authenticate</em> or issue such letter. \n\nThe only way to find a company that does <em>authentication</em> and pay a few to <em>authenticate</em> which capital one card investigation dept. refused to cover the cost and asking me to cover the cost of <em>authenticating</em> the bags"]},"sort":[9.24962,"5068581"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":20761,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":20761}]}},"product":{"doc_count":20761,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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