{"took":198,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":106,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2351841","_score":27.175253,"_source":{"product":"Prepaid card","complaint_what_happened":"I returned several items to my local Home Depot on XXXX XXXX, 2016 that I had purchased using Visa prepaid card number XXXX XXXX XXXX XXXX. Home Depot issued a credit for {$39.00} to the prepaid card. The problem is that because the card had expired in XXXX of 2016, two months before Home Depot issued the credit, there is no way at all for me to retrieve those funds. My question is, why does the expiration date not show up when a store attempts to apply a credit to an expired card? This seems like a scam for the prepaid card companies to knowingly get funds that the customer has no way at all to access.","date_sent_to_company":"2017-02-24T17:57:36.000Z","issue":"Fraud or scam","sub_product":"General purpose card","zip_code":"068XX","tags":"Older American","has_narrative":true,"complaint_id":"2351841","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-02-20T14:54:25.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I returned several items to my local <em>Home</em> Depot on <em>XXXX</em> <em>XXXX</em>, 2016 that I had purchased using Visa prepaid <em>card</em> number <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>. <em>Home</em> Depot issued a credit for {$39.00} to the prepaid <em>card</em>. The problem is that <em>because</em> the <em>card</em> had <em>expired</em> in <em>XXXX</em> of 2016, two <em>months</em> <em>before</em> <em>Home</em> Depot issued the credit, there is no way at all for me to retrieve those funds. My question is, why does the expiration date not show up when a store attempts to apply a credit to an <em>expired</em> <em>card</em>?"],"product":["Prepaid <em>card</em>"],"sub_product":["General purpose <em>card</em>"]},"sort":[27.175253,"2351841"]},{"_index":"complaint-public-v1","_id":"8135024","_score":20.690344,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I purchased a refrigerator from Home Depot using my store credit card that had a promotional interest rate of 0 % for 24 months on purchases of {$1900.00} or more before taxes and fees. My purchase met this requirement and I had qualified for the 0 % for 24 months and confirmed this rate at check out. I then set up automatic payments and paperless statements and kept my account in good standing. Knowing that the 24 months would be coming to an end this year I checked my account online to see how much I would owe on the last payment so that I would not have to pay interest. I then discovered my account balance seemed higher and then discovered there was an error and the 0 % was only applied for 12 months instead of XXXX. I then called the customer service number XXXX on XX/XX/XXXX and spoke with a customer service representative, their supervisor and their manager and explain the situation and told them I no longer cared about the promotional rate and asked that they reimburse the interest that should not have accrued in the first place until after 24 months. They told me that because it was 60 days past when the promotion expired they couldnt do anything but they could waive this months interest fee. When the accrued interest charge hit it was {$760.00} therefore I did not feel their offer of waiving around {$50.00} was adequate since this was an error with their system and not what was agreed upon when the purchase was made. The Home Depot credit card is through Citibank.","date_sent_to_company":"2024-01-09T07:06:19.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"524XX","tags":null,"has_narrative":true,"complaint_id":"8135024","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-01-09T05:28:31.000Z","state":"IA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["The <em>Home</em> Depot credit <em>card</em> is through Citibank."],"product":["Credit <em>card</em>"],"sub_product":["Store credit <em>card</em>"]},"sort":[20.690344,"8135024"]},{"_index":"complaint-public-v1","_id":"2870918","_score":20.210289,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Last XX/XX/XXXX Home Depot sent a mailer offering me zero percent interest for 12 months on credit card purchases totally over {$290.00}. The offer was open from XX/XX/XXXX throughXX/XX/XXXX at XXXX. I decided to do my XXXX shopping at Home Depot specifically because of this promotion.\n\nBefore making the purchase, I called Home Depot to ask how any qualifying purchase would be noted as qualifying for the promotion and I was told that it would be \" automatic. '' At XXXX XXXX  on XX/XX/XXXX, I placed an online order for 8 items. The total order was {$380.00}. Please note that the purchase was OVER {$290.00} and placed BEFORE the offer expired at XXXX  of the XX/XX/XXXX. This has been confirmed by Home Depot representatives and I have attached documentation verifying it as well.\n\nToday,XX/XX/XXXX, I went online to pay my Home Depot Credit Card bill and noticed that the total amount owed was higher than expected. I downloaded my XX/XX/XXXX- XX/XX/XXXX statements and was surprised to find that I am being charged interest on the purchase that qualified for the promotion described above. I called the credit card company ( Citibank ) to inquire why I was being charged 26 % interest on a purchase that qualified for 0 % interest for 12 months. I was transferred four times trying to get someone to help me and ended up in the office of the president of Citibank, where I was informed by XXXX  that my purchase did not qualify for the promotion. Apparently, Citibank considered each separate item as a purchase rather than the qualifying total purchase, because they bill each item separately when each item was shipped. Therefore, Citibank claimed none of my purchases met the requirement of a purchase totaling {$290.00} or more. Furthermore, the billing date was the date of fulfillment by the vendor, rather than the purchase date, which Citibank said also disqualified my purchase. I informed XXXX  that the total purchase was {$380.00} and the total purchase was made before the deadline and I had the invoice to prove it, but she said repeatedly there was nothing she could do and advised me to contact Home Depot directly.\n\nI then called Home Depot and verified that the entire purchase did, in fact, qualify, as the purchase was made before the deadline of XXXX  XX/XX/XXXXand the total purchase was over the {$290.00} minimum. The Home Depot representative ( XXXX, Resolution Expediter, XXXX office ) created a conference call with XXXX  from the president 's office of Citibank, who merely reiterated that \" there was nothing they could do '' and kept insisting that the separate purchases did not qualify for the promotion.\n\nDespite the Home Depot representative confirming that the {$380.00} purchase was completed BEFORE the XX/XX/XXXXXXXX   deadline and totaled well OVER the {$290.00} minimum purchase required to qualify for the promotion, XXXX  simply kept repeating that my purchase did not qualify and there was nothing she could do, and that she had no supervisor that I could speak with.\n\nTo this date, I am being charged 26 % interest on a purchase that qualified for 0 % interest by Home Depot 's own criteria, but Citibank refuses to honor the promotion.","date_sent_to_company":"2018-04-10T22:32:11.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"786XX","tags":"Older American","has_narrative":true,"complaint_id":"2870918","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-04-10T21:32:54.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Last XX/XX/<em>XXXX</em> <em>Home</em> Depot sent a mailer offering me zero percent interest for 12 <em>months</em> on credit <em>card</em> purchases totally over {$290.00}. The offer was open from XX/XX/<em>XXXX</em> throughXX/XX/<em>XXXX</em> at <em>XXXX</em>. I decided to do my <em>XXXX</em> shopping at <em>Home</em> Depot specifically <em>because</em> of this promotion."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[20.210289,"2870918"]},{"_index":"complaint-public-v1","_id":"10016581","_score":19.571667,"_source":{"product":"Credit card","complaint_what_happened":"Over XXXX months ago, I submitted a fraud claim to Bank of America ( BoA ) regarding my credit card. Since my card was about to expire, BoA sent a new physical card to my address without notifying me, but I never received it. On XX/XX/XXXX, BoA suddenly sent me a text message asking if I had made a transaction at XXXX, as they suspected fraudulent activity ( details are in the screenshot I submitted ). I was at home working at the time and had my physical credit card with me. I checked the account and figured out there are more than {$400.00} charges in my account which is not made by myself. I immediately locked my card to prevent further unauthorized charges and submitted a fraud claim to BoA on the same day. Customer service confirmed that the fraudulent charges were made using the new card they had sent. After I submitted the claim, BoA temporarily refunded the fraudulent charges. \n\nHowever, XXXX months later, BoA informed me that my fraud claim was denied because the transactions occurred near locations where I typically make purchases. Ive never shopped at those stores, and I believe the person who stole my card made those transactions in the XXXX area immediately after stealing it. I think BoA did not conduct a proper investigation before denying my claim, and they have now recharged the fraudulent transactions to my account. ( Please see more details in the attached denied notice from BoA )","date_sent_to_company":"2024-09-05T13:39:37.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"98177","tags":null,"has_narrative":true,"complaint_id":"10016581","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-09-05T13:14:18.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Over <em>XXXX</em> <em>months</em> ago, I submitted a fraud claim to Bank of America ( BoA ) regarding my credit <em>card</em>. Since my <em>card</em> was about to <em>expire</em>, BoA sent a new physical <em>card</em> to my address without notifying me, but I never received it. On XX/XX/<em>XXXX</em>, BoA suddenly sent me a text message asking if I had made a transaction at <em>XXXX</em>, as they suspected fraudulent activity ( details are in the screenshot I submitted ). I was at <em>home</em> working at the time and had my physical credit <em>card</em> with me."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[19.571667,"10016581"]},{"_index":"complaint-public-v1","_id":"10253870","_score":19.533459,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I discovered that I was a victim of identity theft a few months ago. Apparently my card was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it because I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it because of my score. I had XXXX scores before, so when my lender told me I was a XXXX something I knew something was off. After reviewing the details, I sent in paperwork and a police report to the creditors and the credit bureaus already but I haven't seen any changes to my reports. I even had one of the fraudulent creditors try to take me to court. So I am submitting a request into you guys to see if that helps speed up the process as I do need to refinance my home and my car lease expires soon and don't think it's fair for me to be sued for a debt that I did not even open.","date_sent_to_company":"2024-09-26T17:07:40.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"89032","tags":null,"has_narrative":true,"complaint_id":"10253870","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-09-26T17:06:30.000Z","state":"NV","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I discovered that I was a victim of identity theft a few <em>months</em> ago. Apparently my <em>card</em> was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it <em>because</em> I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it <em>because</em> of my score. I had <em>XXXX</em> scores <em>before</em>, so when my lender told me I was a <em>XXXX</em> something I knew something was off."]},"sort":[19.533459,"10253870"]},{"_index":"complaint-public-v1","_id":"10260125","_score":19.508492,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I discovered that I was a victim of identity theft a few months ago. Apparently my card was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it because I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it because of my score. I had XXXX scores before, so when my lender told me I was a XXXX something I knew something was off. After reviewing the details, I sent in paperwork and a police report to the creditors and the credit bureaus already but I haven't seen any changes to my reports. I even had one of the fraudulent creditors try to take me to court. So I am submitting a request into you guys to see if that helps speed up the process as I do need to refinance my home and my car lease expires soon and don't think it's fair for me to be sued for a debt that I did not even open.","date_sent_to_company":"2024-09-26T17:07:40.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"89032","tags":null,"has_narrative":true,"complaint_id":"10260125","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-09-26T17:06:30.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I discovered that I was a victim of identity theft a few <em>months</em> ago. Apparently my <em>card</em> was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it <em>because</em> I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it <em>because</em> of my score. I had <em>XXXX</em> scores <em>before</em>, so when my lender told me I was a <em>XXXX</em> something I knew something was off."]},"sort":[19.508492,"10260125"]},{"_index":"complaint-public-v1","_id":"10260298","_score":19.50669,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I discovered that I was a victim of identity theft a few months ago. Apparently my card was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it because I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it because of my score. I had XXXX scores before, so when my lender told me I was a XXXX something I knew something was off. After reviewing the details, I sent in paperwork and a police report to the creditors and the credit bureaus already but I haven't seen any changes to my reports. I even had one of the fraudulent creditors try to take me to court. So I am submitting a request into you guys to see if that helps speed up the process as I do need to refinance my home and my car lease expires soon and don't think it's fair for me to be sued for a debt that I did not even open.","date_sent_to_company":"2024-09-26T17:06:18.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"89032","tags":null,"has_narrative":true,"complaint_id":"10260298","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-09-26T16:38:52.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I discovered that I was a victim of identity theft a few <em>months</em> ago. Apparently my <em>card</em> was swiped at a gas station and someone got a hold of my identity and started using it to open accounts. I didn't even realize it <em>because</em> I wasn't really using my credit for anything at the time. Until I went to have my mortgage refinanced and my lender told me I couldn't do it <em>because</em> of my score. I had <em>XXXX</em> scores <em>before</em>, so when my lender told me I was a <em>XXXX</em> something I knew something was off."]},"sort":[19.50669,"10260298"]},{"_index":"complaint-public-v1","_id":"2798293","_score":19.256533,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In late XX/XX/XXXX I purchased an XXXX  Washing Machine from Home Depot and used their special promotion letter that was delivered USPS Mail. The Promo said No Interest for 18 months when purchase is over {$500.00}. The Washing Machine cost {$590.00} but my XX/XX/XXXX Statement was very Confusing showing Purchases {$1700.00} then a credit for {$1100.00}. No one could explain to me on phone call, Why it was accounted in this manner? \n\nSometime in XX/XX/XXXX after being pestered each time i logged in to my home depot credit card account website to Go Paperless, I switched from paper statements to Paperless.\n\nI didn't even think there might be a problem with this later because I was Told during a phone conversation with the representative who was in the process of Fixing the term error of only 6 months to 18 months as it should've been originally per their promo materials, she told me that the $ XXXX monthly payments I had setup would be applied towards their promo balance First before any subsequent charges i might later make from future in-store or online purchases. \n\nSo, I was confident \" at that time '' that {$50.00} per month over 18 months Would've Paid Off their Promotional No Interest Offer for 18months, Long Before 18 months were to expire. \n\nOK, so now jump forward to present day ; I recently went online to do a checkup on my credit card accounts and noticed on the home depot credit account that I was Charged Deferred Interest of {$250.00} as they are now claiming their phone rep back in XX/XX/XXXX conversation ( the woman who fixed the term to 18 mod ) had incorrectly advised me on how my payments would be applied? \n\nThis sure feels like a Bait n Switch scenario now and I am very upset with Home Depot and Citi Financial Credit Services for the grief and stress now caused by their Backpeddling on this Deferred Interest Charge at 22 % totaling {$250.00}. \n\nI asked Citi to Credit back my account for the {$250.00} and was told that since its been more than 6 months since the interest was charged, they can not do anything to reverse the charge ... ... ..but they would open a \" case ''? \n\nI have no confidence in Citi or Home Depot at this point and believe the \" open a case '' comment was just a tactic to move the call to a conclusion and get rid of me. \n\nI do not believe the \" case '' will have a resolution to the Consumer 's Benefit as they have mislead me ( the consumer ) from the beginning. \n\nWe already Know they make errors from the incorrect 6 month term they tried to setup After buying the item, when their promo clearly stated 18 months. \n\nCiti Financial should be investigated for Bait n Switch fraudulent mishandling of consumer promotional offer and usurious illegal deferred interest charges. I doubt I am the only consumer this has happened to either! \n\nPlease make this unscrupulous bank and store re-imburse/credit back my home depot credit card as soon as possible. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2018-01-30T21:02:17.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"Store credit card","zip_code":"92807","tags":null,"has_narrative":true,"complaint_id":"2798293","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-01-30T19:48:23.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["So, I was confident \" at that time '' that {$50.00} per <em>month</em> over 18 <em>months</em> Would've Paid Off their Promotional No Interest Offer for 18<em>months</em>, Long <em>Before</em> 18 <em>months</em> were to <em>expire</em>."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"],"sub_issue":["Confusing or misleading advertising about the credit <em>card</em>"]},"sort":[19.256533,"2798293"]},{"_index":"complaint-public-v1","_id":"6906133","_score":19.059807,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased a refrigerator from Home Depot in XX/XX/XXXX. At the time, the store clerk offered me 0 % interest for one year if I opened a Home Depot credit card. I agreed, met the credit requirements, was offered a credit card account, accepted that offer, and then purchases the refrigerator on the newly-created Home Depot credit account. I then set up automatic minimum monthly payments and set a reminder on my personal calendar for XX/XX/XXXX ( when I was told the promotional rate would expire ) and then checked statements and the account to ensure payments were being made correctly and on time. After several months, everything was working fine. I still continued to ensure payments were being made, but had no correspondence with Home Depot ( other than statements ) and made no effort to reach out to them because I saw minimum payments were being made. In XXXX, after the reminder on my personal calendar, I logged in to find that interest began accruing on my account in XXXX ( 6 months before I was told it would ). I contacted Home Depot customer service and have spent several hours with them on the phone as they attempted to simply connect me with someone who had the capacity to adjust my account to match the original terms of the agreement. The customer service representatives have told me that they can only make adjustments back for 2 billing cycles, and since I waited longer than that, they can not help me ( note that the promotional periods are in 6 month increments, and there is no explanation why Home Depot has this constraint ). They have also said there is no number I can call other than the general customer service line to avoid longer wait times. \n\nI have made several attempts to resolve this through the secure message feature on Home Depot 's account website, as well as either answering or calling customer service on at least a dozen occasions. Home Depot has made no real effort to address my concerns, and at this point has reported my account as delinquent with credit agencies. I think this constitutes defamation and is impacting my ability to engage in business activities for a sole proprietorship I own. My credit score has been above XXXX, and often over XXXX, until this dispute.","date_sent_to_company":"2023-05-02T14:10:33.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"554XX","tags":null,"has_narrative":true,"complaint_id":"6906133","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-04-29T15:23:22.000Z","state":"MN","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 still continued to ensure payments were being made, but had no correspondence with <em>Home</em> Depot ( other than statements ) and made no effort to reach out to them <em>because</em> I saw minimum payments were being made. In <em>XXXX</em>, after the reminder on my personal calendar, I logged in to find that interest began accruing on my account in <em>XXXX</em> ( 6 <em>months</em> <em>before</em> I was told it would )."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"]},"sort":[19.059807,"6906133"]},{"_index":"complaint-public-v1","_id":"4049358","_score":18.374214,"_source":{"product":"Mortgage","complaint_what_happened":"I applied for two loans with PennyMac in the second week of XX/XX/2020 One was a refinance of my primary home for {$510000.00} and the second was a cash out loan for {$370000.00} on my investment property. I specifically requested a simultaneous closing of both loans at the same time and the agent agreed to that. On XX/XX/XXXX I received two e-mail confirmation of the application, rate lock and other details including the estimated cost. Finally they closed the cash out loan on XX/XX/2020 and they charged me more than {$10000.00} as their fees. At the same time they assured me the second loan will be closed in less than 10 days. However nothing happened since then except they kept on asking for the same documents over and over again. Also they checked my credit again last week claiming the initial one already expired. \n\nBefore agreeing to close the first loan, I specifically told them I don't want to close it unless the second loan also closed. But it seems like their goal was to collect the fees on my first loan and somehow manage not to close the second loan. \n\nThey asked me to show a XX/XX/XXXX balance on a particular credit card. I did. Then they again asked me last month and I did and now they are asking me again this month to do the same. I paid all my credit cards in full every month before the due date and I always have recurring charges. They asked me today not to use that card until the loan is closed. I told them I can not because I have recurring charges which I don't want to cancel. \nNow they are threatening me with 48 hour deadline to provide them with the XXXX balance statement or they said they will reject the loan application and close the file. \nIt is very clear that it is intentional on their part because why would they close on one loan and not the other one. \nI believe I lost opportunity for better terms including rates due to their inaction. If I knew they were not going to approve the loan, I wouldn't have took the first loan because I was getting better offers elsewhere. \nPlease look into this.","date_sent_to_company":"2021-01-05T23:11:57.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"90501","tags":null,"has_narrative":true,"complaint_id":"4049358","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2021-01-05T21:24:17.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I paid all my credit cards in full every <em>month</em> <em>before</em> the due date and I always have recurring charges. They asked me today not to use that <em>card</em> until the loan is closed. I told them I can not <em>because</em> I have recurring charges which I don't want to cancel. \nNow they are threatening me with 48 hour deadline to provide them with the <em>XXXX</em> balance statement or they said they will reject the loan application and close the file."],"sub_product":["Conventional <em>home</em> mortgage"]},"sort":[18.374214,"4049358"]},{"_index":"complaint-public-v1","_id":"3525779","_score":18.255909,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX ( XXXX ) erroneously and intentionally reported my Visa and personal loan as late and or missing payment for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX, which resulted in my credit score being reduced from XXXX to XXXX, which resulted in Home Depot reducing my credit limit by {$9000.00} and me being declined credit and or lower amounts of credit. \n\nXXXX and XXXX failed to properly investigate my disputes, despite having the documents that show the dates the payments were sent to the credit union. They failed to properly investigate and or update my credit reports to reflect accurate information. XXXX was the only credit bureau who investigated and corrected my credit report to reflect accurate information. \n\nInstead of XXXX accurately reporting information and removing the erroneous information, they reported the account as improved, which further reduced my credit score. \n\nXXXX is well aware that my Visa and personal loan are paid by XXXX XXXX XXXX XXXX, the payments are sent to the Credit Union two to three days before the due date. In the correspondence that I receive form XXXX it states that I should allow the credit union to apply this benefit. So, if the payment is late it is because the credit union failed to apply the payment in a timely fashion. \n\nI was physically in the credit union sometime in XX/XX/2019 making a deposit, when this issue came up, the clerk hesitated to accept my deposit because she said that my payment for my VISA card was late, the other clerk checked the system, and said that the payment was in the system, but it had not been processed yet, my payment was due on XXXX XX/XX/2019, and I was physically in the credit union in or around XXXX XX/XX/2019, the payment has been sitting at the credit union since XXXX XX/XX/2019, but yet they reported the payment as late to the credit bureau. \n\nHome depo reduced my credit limit to my outstanding balance, which resulted in my credit card being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 months of interest payment to all of my purchases without my consent, and when the six months expired, it caused my credit card to be over the limit ( because they had reduced it by XXXX  ), which further affected my credit score.\n\nI Thanks V/r XXXX XXXX XXXX.","date_sent_to_company":"2020-02-09T20:19:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"40160","tags":"Servicemember","has_narrative":true,"complaint_id":"3525779","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-02-09T20:19:07.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["<em>Home</em> depo reduced my credit limit to my outstanding balance, which resulted in my credit <em>card</em> being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 <em>months</em> of interest payment to all of my purchases without my consent, and when the six <em>months</em> <em>expired</em>, it caused my credit <em>card</em> to be over the limit ( <em>because</em> they had reduced it by <em>XXXX</em>  ), which further affected my credit score.\n\nI Thanks V/r <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>."]},"sort":[18.255909,"3525779"]},{"_index":"complaint-public-v1","_id":"9449870","_score":17.3325,"_source":{"product":"Credit card","complaint_what_happened":"I currently have a Best Buy backed by Citi bank credit card. This card used to have an option that if the balance was over a certain amount even if it was outside of Best Buy you could have interest free financing. Then within the year it turned to you receive an email and have to activate the email. I received an email each month and activate it each month which states Get up to XXXX month XXXX on each eligible purchase made with your My Best Buy Visa Card outside of Best Buy from the date you activate this offer until XX/XX/XXXX. \n\nActivate this offer by XX/XX/XXXX to XXXX for the following offer : XXXX  month XXXX on each eligible purchase of {$290.00} - {$590.00} or XXXX month XXXX on each eligible purchase of {$590.00} or more Only purchases made after activation will qualify for this offer. \nUse this special offer for travel, entertainment, home furnishings, car repairs and more! \n\nOn XX/XX/XXXX I charged XXXX to my card. On XX/XX/XXXX charged XXXX. Assuming this would be put i to my promotional balance. \n\nThis never happened. I called Citi bank the only number I have for the credit card the first time and the first person first told me Best Buy doesnt do interest free financing outside of Best Buy. Thats a lie. Finally they got to a point and said they do but I didnt activate my offer. So I gave them the date I received the email and about when I would have activated. Never thinking I needed proof because this hasnt happened before when I used it for this purpose. When I gave him the date he said I did not activate XXXX but I had in XXXX which was expired by this time. I asked for a manager went through whole thing again as well as in clouded the activation is through XXXX even if I didnt activate the one I did activate they confirmed I actiavated on in XXXX so that one would have still been valid. They advised they would file a complaint. I called back in a few days and had the same go around cut this time when I talked to the supervisor they said there had not been a complaint filed they would file XXXX and I would hear back on if they could move the balance but he has never seen this happen before. I then called can again to once again point out that I had activated an offer, they confirmed it and that something needs to be done because my balance is due. I would have chosen another card with perks if I knew they werent honoring their deals. He said a complaint had been submitted he could not change it and I would get a letter in XXXX business days. It is now over 30 days later I have not received anything and nothing has been done with my balance, but my next purchase on XX/XX/XXXX did make it to the promotional balances. This is misleading if they are not honoring there advertising. I lost out on benefits by using this card instead of a different one. I have attached XXXX of the many offers I get which was the most recent along with the one they say I activated and the one I say I also activated.","date_sent_to_company":"2024-07-15T13:50:26.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"53214","tags":null,"has_narrative":true,"complaint_id":"9449870","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-09T05:47:02.000Z","state":"WI","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 received an email each <em>month</em> and activate it each <em>month</em> which states Get up to <em>XXXX</em> <em>month</em> <em>XXXX</em> on each eligible purchase made with your My Best Buy Visa <em>Card</em> outside of Best Buy from the date you activate this offer until XX/XX/<em>XXXX</em>."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[17.3325,"9449870"]},{"_index":"complaint-public-v1","_id":"3525777","_score":17.06939,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX ( XXXX ) erroneously and intentionally reported my Visa   and personal loan as late and or missing payment for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX, which resulted in my credit score being reduced from XXXX to XXXX, which resulted in XXXX XXXX reducing my credit limit by {$9000.00} and me being declined credit and or lower amounts of credit. \n\nXXXX and Transunion failed to properly investigate my disputes, despite having the documents that show the dates the payments were sent to the credit union. They failed to properly investigate and or update my credit reports to reflect accurate information. XXXX was the only credit bureau who investigated and corrected my credit report to reflect accurate information. \n\nInstead of XXXX accurately reporting information and removing the erroneous information, they reported the account as improved, which further reduced my credit score. \n\nXXXX is well aware that my Visa and personal loan are paid by XXXX XXXX XXXX XXXX, the payments are sent to the Credit Union two to three days before the due date. In the correspondence that I receive form XXXX it states that I should allow the credit union to apply this benefit. So, if the payment is late it is because the credit union failed to apply the payment in a timely fashion. \n\nI was physically in the credit union sometime in XX/XX/2019 making a deposit, when this issue came up, the clerk hesitated to accept my deposit because she said that my payment for my VISA card was late, the other clerk checked the system, and said that the payment was in the system, but it had not been processed yet, my payment was due on XXXX XX/XX/2019, and I was physically in the credit union in or around XXXX XX/XX/2019, the payment has been sitting at the credit union since XXXX XX/XX/2019, but yet they reported the payment as late to the credit bureau. \n\nHome depo reduced my credit limit to my outstanding balance, which resulted in my credit card being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 months of interest payment to all of my purchases without my consent, and when the six months expired, it caused my credit card to be over the limit ( because they had reduced it by XXXX ), which further affected my credit score. \n\nI Thanks V/r XXXX XXXX XXXXXXXX.","date_sent_to_company":"2020-02-09T20:19:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"40160","tags":"Servicemember","has_narrative":true,"complaint_id":"3525777","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2020-02-09T20:19:07.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["<em>Home</em> depo reduced my credit limit to my outstanding balance, which resulted in my credit <em>card</em> being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 <em>months</em> of interest payment to all of my purchases without my consent, and when the six <em>months</em> <em>expired</em>, it caused my credit <em>card</em> to be over the limit ( <em>because</em> they had reduced it by <em>XXXX</em> ), which further affected my credit score. \n\nI Thanks V/r <em>XXXX</em> <em>XXXX</em> XXXXXXXX."]},"sort":[17.06939,"3525777"]},{"_index":"complaint-public-v1","_id":"13281890","_score":16.826351,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXX Final CFPB Complaint Version Subject : Discover mishandled 0 % balance transfer offer and failed to follow through, causing interest charges I applied for a Discover credit card on XX/XX/XXXX, using a mailed 0 % XXXX balance transfer offer ( XXXX of XXXX personal invitations mailed in last XXXX months ) XXXX  days before my current accounts promotional period expired on XX/XX/XXXX. Shortly after applying, I received an email from Discover stating that the balance transfer could not be processed due to account standing. \n\nThen I received a call on my home phone from Discovers Fraud and Protection Services asking me to verify my identity. I called them back and completed the verification process, and the representative informed me they would send me a link and that they would hang up and call me back shortly to complete the process. I never received that return call. \n\nWhen I followed up on a later date, I was passed around from department to department with no resolution. During XXXX of these calls, I asked a simple and fair questionWhos going to pay the interest Im now accruing because Discover failed to complete the balance transfer? At that moment, the representative hung up on me. \n\nI have lived at the same address for XXXX  years and meet Discovers financial qualifications. I acted promptly and in good faith. Their internal mishandling, lack of follow-through, and poor customer service has now caused me to incur interest charges on the original balancethrough no fault of my own.","date_sent_to_company":"2025-05-02T02:19:37.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"064XX","tags":null,"has_narrative":true,"complaint_id":"13281890","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2025-05-02T02:03:27.000Z","state":"CT","company_public_response":null,"sub_issue":"Problem with balance transfer"},"highlight":{"complaint_what_happened":["XX/XX/<em>XXXX</em> Final CFPB Complaint Version Subject : Discover mishandled 0 % balance transfer offer and failed to follow through, causing interest charges I applied for a Discover credit <em>card</em> on XX/XX/<em>XXXX</em>, using a mailed 0 % <em>XXXX</em> balance transfer offer ( <em>XXXX</em> of <em>XXXX</em> personal invitations mailed in last <em>XXXX</em> <em>months</em> ) <em>XXXX</em>  days <em>before</em> my current accounts promotional period <em>expired</em> on XX/XX/<em>XXXX</em>."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[16.826351,"13281890"]},{"_index":"complaint-public-v1","_id":"7467747","_score":16.153364,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am refiling my complaint because the Wells Fargo 's contractor XXXX XXXX XXXX XXXX  with employees working from the comfort of their homes refused to answer to my previous complaint properly. the answer was a copy and paste. \nHere my complaint again hoping this time you read it carefully before you answer it and you answer every question. \n\nXX/XX/XXXX, at XXXX XXXX. was the first time I entered a Wells Fargo branch since XXXX. At my visit to branch # XXXX in XXXX, CA, I was the only customer at the branch. I found out that my ATM card was expired, I requested from the teller employee at the window to order my replacement ATM card, the employee requested help from the BRANCH MANAGER, who, after looking at my account, told me that he can not order the ATM card from his computer and that in order for me to order a new card, I MUST MAKE AN APPOINTMENT AND SIT WITH A BANKER. He then proceeded to tell me that no appointments are available soon, but he can put me on a waiting list and get me to meet a banker faster than making an appointment. which I found it XXXX  because I have been with Wells Fargo for more than 35 years and I have renewed my ATM cards before at the teller window. \nUsually, they want you to sit with a banker to try to convince you to open more accounts that you do not need and to make investments that profit the bankers. \nI want from Wells Fargo answers to my questions, to verify if Wells Fargo is turning to a circus or is it still a financial institution. \nXXXX WHY THE MANAGER AT THE BRANCH TOLD ME THAT I NEED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY ATM CARD? It must be a hidden reason behind it that benefits the banker.\n\n2- DOES THIS MANAGER THINK I AM STUPID TO TELL ME THAT HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? \nXXXX HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE XXXX THE CUSTOMER SERVICE RENEWED MY CARD IN 30 SECOND PHONE CALL? \nXXXX WHY THE MANAGER OF THE BRANCH DOES NOT HAVE EXPERIENCE AND DOES NOT KNOW HOW TO RENEW AN ATM CARD?\n\n5- WHY DID THIS BRANCH MANAGER NOT TELL ME THAT I CAN ORDER THE REPLACEMENT ATM CARD ONLINE AND OVER THE PHONE? \nXXXX IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONES WHO ANSWER MY COMPLAINT AND THE ONE WHO TOLD ME HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? \nXXXX WHY IS WELLS FARGO REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? \nI am not getting answers to my questions even after resubmitting my complaint more than 8 times in the last 3 months because Wells Fargo contracted the customer service duty to a company called XXXX XXXX XXXX XXXX ( XXXX ). This company XXXX employes are without any banking experience to resolve the customer 's issues, those employees are labeled XXXX Working from the comfort of their homes without any supervision and not under the Wells Fargo management they are independent contractors. their responses are just a copy and paste of generic replies that they send to everyone. \nThe XXXX  working from the comfort of their home Refused to address my complaint properly and they switch the case from a case against the MANAGER to a case against the window teller employee which I am not complaining about. Those Employees of the contractors XXXX, refused to forward my complaint to a Wells Fargo manager, and refused to investigate my complaint. \nI was told in writing by the Wells Fargo 's contractors XXXX  that Wells Fargo has no email or website for online complaints and has no managers or supervisors. So, the Customers like me find no REAL Wells Fargo site to complain but here. \nNotice : because in my experience, Wells Fargo Employees do not tell the truth. You can review the security cameras at the branch to verify that the branch was empty of customers except myself and 4 tellers at the windows had nothing to do and the manager was telling jokes to the employees. XX/XX/XXXX, at XXXXXXXX XXXX What do you expect from this bank who does not even have an email address for their customer service in this XXXX XXXX! \nWhat do you expect from this bank who does not even have an email address for their customer service in this XXXXXXXX XXXX!","date_sent_to_company":"2023-08-29T16:37:37.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7467747","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-29T16:15:43.000Z","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 using a debit or ATM card"},"highlight":{"complaint_what_happened":["I am not getting answers to my questions even after resubmitting my complaint more than 8 times in the last 3 <em>months</em> <em>because</em> Wells Fargo contracted the customer service duty to a company called <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> ( <em>XXXX</em> )."],"sub_issue":["Problem using a debit or ATM <em>card</em>"]},"sort":[16.153364,"7467747"]},{"_index":"complaint-public-v1","_id":"6407288","_score":16.0301,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am a consumer customer of US Bank XXXX XXXX XXXX XXXX US Bank has the highest interest bank affiliated credit cards. Consumers keep paying the cards interest as the bank sends out advertisements to trap the customers into using the cards to get money back as rewards without disclosing the trap of their high revolving interest rates. As an outstanding customer and a bank account owner I receive various advertisements for cash advance through the credit card line often. Us Bank sends out random checks to consumers enticing them to cash out advance checking loans. \nThe advertisement says no interest for a year till XX/XX/ and they have different dates each time to allure the customers to quickly jump on the offer before it expires which is a scam to trap the consumers. \nWhat they dont say is the interest will be outrageous and immediate interest charges that are not disclosed as you start to use the money deposited in your account each time you take the money out there is a charge monthly. The checks dont have sufficient information on them because the push is No interest for a year. \nThe cash advertisement is for {$15000.00} after the money was deposited into my account the representative made me to understand no charge will occur till XXXX XXXX  when the interest starts. My loan was for homeI renovations my plan was to use the money accumulate a lump-sum amount of the {$15000.00} and pay it back before the interest accrued. I realised they are taking some charge every month and when I asked the representative they said there is a monthly charge and did not explain why that information was not in the advertisement flyer attached to the check that they are asking consumers to deposit the amount needed for cash advance. \nNeedless to say there is hidden catch not disclosed to the consumers and now they claim I owe {$11000.00} which is more than I owe when I count the monthly payments they have taken from my account already + the amount already paid off the remaining amounXXXX tax free should be less than what they claim I owe. The representative that I have spoken were uninformed and rude to me when I demanded answers. I called several and one had an infant crying in the background and she rushed me off the phone because she needed to attend to the baby. The other one answered while driving she cleared said she cant view the screen. One XXXX told me off the charges but could not respond to why this information is not communicating to the consumers before they commit to this disastrous endeavor.","date_sent_to_company":"2023-01-06T11:12:01.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"37604","tags":null,"has_narrative":true,"complaint_id":"6407288","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-01-06T10:06:11.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["The checks dont have sufficient information on them <em>because</em> the push is No interest for a year. \nThe cash advertisement is for {$15000.00} after the money was deposited into my account the representative made me to understand no charge will occur till <em>XXXX</em> <em>XXXX</em>  when the interest starts. My loan was for <em>home</em>I renovations my plan was to use the money accumulate a lump-sum amount of the {$15000.00} and pay it back <em>before</em> the interest accrued."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Confusing or misleading advertising about the credit <em>card</em>"]},"sort":[16.0301,"6407288"]},{"_index":"complaint-public-v1","_id":"2052083","_score":15.945597,"_source":{"product":"Mortgage","complaint_what_happened":"I have had a first mortgage with CITIBANK since XXXX XXXX, there have Never been late payments or any issues with this loan. Recently, we locked in a 2.75 % rate with Citibank for a Refi of the same property. As mentioned no late payments ever and perfect credit record and over XXXX XXXX score for both my wife and I. We already got approved in XXXX XXXX for a HELO loan on this same property by CITIBANK. \nThis loan is approximately a 35 % Loan to Value of property loan based on their last year 's appraisal, so minimal risk to the bank. We have owned the property for 12 years. \nThe lock in period expires on XXXX and there have been no changes or misrepresentation on my part and a better XXXX than before. They offered me a credit of .375 % and I would pay appraisal which they charged my card. Also, If i had {$50000.00} in our Citibank account before close that would give me another 1/8 % discount on interest rate. We have regular balances of $ XXXX in our Citibank account anyways. The initial Loan Estimate was dated XXXX but had errors of not reflecting my loan credits and them adding the .75 % as points not a credit of .375 % It took them until XXXX XXXX, XXXX to correct the Loan Estimate! I also provided them a bank statement they required from XXXX XXXX XXXX showing another {$29000.00} in deposits for proof to get the further interest discount of 1/8 % and I told them more would be deposited to make the $ XXXX for the discount and if I could not then the interest rate would be 1/8 % more. \nHere is initial offer email. : XXXX, I pulled up a current balance of {>= $1,000,000} ***Current payment is {$4800.00},,,, Current rate is XXXX,,,,,,,,,,, Savings over $ 500+ XXXX Arm Rates for XXXX/XXXX/XXXX for the same loan amount, no increase. \n\n2.875 % = {$4300.00} = .125 % cost ( ( no relationship pricing ) ) 2.75 % = {$4300.00} 2.625 % = {$4200.00} With a $ XXXX Relationship : 2.75 % = {$4300.00} and .375 % Lender Credits for closing costs ( {$3900.00} ) ///////////// payment = {$4300.00} The saving to me would be {$500.00} a month! \nOn XXXX XXXX, XXXX the rep called me to tell me they had withdrawn the loan because I did not show the full $ XXXX for the discount 1/8 %! I demanded a refund of the fees I paid and written explanation for rejection which I still have not received other than this email : XXXX, Here 's exact comment from my immediate Mgr : The loan was declined because there was a 10 day letter that was sent ( NOIA ) and documentation was still not received. File was withdrawn based on that. Fees to be refunded as we can not offer the same rate. \n\nThank you, NOIA means : \" Notice of Incomplete Application '',,, we were sent that let on XXXX XXXX. The revised LE was not corrected until XXXX XXXX, sent to you XXXX XXXX. The banks position is the Assets stmt 's requested needed to be in house or they would withdraw/cancel loan. **I 'm just the messenger on this, I will watch rates constantly for you should they go back that level. \n\n\n\nXXXX XXXX Home Lending Officer Citibank , N.A . \n\nIt is obvious that they do not want to give me the loan because they would lose {$500.00} a month in interest. I have no adverse credit and have been their customer for 8 years with excellent payment record. \nIn their rate lock confirmation letter they state it can be canceled only if I dont disclose material facts or adverse change in credit, employment, income, assets or liabilities or they can not verify my eligibility or if I made false statements ... ... NONE OF THESE HAVE OCCURED and they approved me for Home equity loan on same house only Six months ago! This rate rate lock does not expire until XXXX yet they have rejected me even though I have the same loan with them since XXXX! got a HELOC approved six months ago and the monthly payment will be LESS by {$500.00} a month! \n\nI would love to understand Citibank logic other than illegally them not wanting to give me a {$500.00} a month less mortgage thanks","date_sent_to_company":"2016-08-10T17:33:49.000Z","issue":"Credit decision / Underwriting","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"920XX","tags":"Older American","has_narrative":true,"complaint_id":"2052083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2016-08-08T19:28:04.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The lock in period <em>expires</em> on <em>XXXX</em> and there have been no changes or misrepresentation on my part and a better <em>XXXX</em> than <em>before</em>. They offered me a credit of .375 % and I would pay appraisal which they charged my <em>card</em>. Also, If i had {$50000.00} in our Citibank account <em>before</em> close that would give me another 1/8 % discount on interest rate. We have regular balances of $ <em>XXXX</em> in our Citibank account anyways."]},"sort":[15.945597,"2052083"]},{"_index":"complaint-public-v1","_id":"1326418","_score":15.845699,"_source":{"product":"Debt collection","complaint_what_happened":"My wife and I were never able to see our credit scores, for years we would try to check them and we were told that we must have had the wrong information because the information that we provided was not linked to anyone 's credit. Since it was XXXX of us having the issue, bankers usually just concluded that it was because we were young and had never really built our credit so it must just be that we had no credit at all, and that was why our findings were so inconclusive. \nSo my wife worked on her credit where she could, and I helped where I could. Once her credit score was good we looked into buying our XXXX home. She had established a credit score through small student loans initially and then on to a {$200.00} in-store credit card. So we could see that her credit was a XXXX which we were very impressed by, but I still had no credit score at all. I checked back often on credit sites and was never given a number, just an error message that I must have the wrong information. \nSo in XXXX of this year ( XXXX ), we spoke with a mortgage broker about buying a home. He had me check my credit again at which time I found that I had a derogatory mark on my credit that had been posted years prior from a phone bill that had went to collections. I was previously unaware that I had had any outstanding fees of any kind, as I had never gotten this bill, in the mail, via email, or even received a phone call about it. \nThe initial bill is from XXXX and we moved in XXXX of XXXX, and forwarded our mail accordingly and immediately changing our address on file with any and all financial institutions. We never received a bill to our old address or our new XXXX in XXXX. \nI had no idea that I owed any money to anyone and thought everything was fine. \nSo in the beginning of this year when we had worked on our credit and were trying to buy a home, I suddenly had this old derogatory mark on my credit that had never come up before and it said it had been posted in XXXX. As soon as I saw it I immediately ( within 24 hours of discovering it ) called the company that it said I owed and paid it in full, asking that it be removed. They complied and took the charge off, leaving the derogatory mark on my credit. I have called the collection company time and time again, trying to have it removed, as it was so many years ago, it should n't even be there.I pay my bills and the XXXX I found out that this XXXX existed, I paid it. Despite all of my efforts to have this mark removed from my credit I was told by Enhanced Recovery Company , LLC. that they would not remove it as that is not something they do. I paid the bill two months ago and the original date XXXX gave me over the phone tonight was well over six years ago in XXXX so it is my understanding that the debt has expired long ago. I am not asking for money back I am just asking for this to not be on my credit as it should not have been able to go on in the XXXX place having been expired. This is something I hope to get resolved soon as the impact it is having on my credit is severe and preventing my family from buying our XXXX home.","date_sent_to_company":"2015-04-15T18:26:58.000Z","issue":"Cont'd attempts collect debt not owed","sub_product":"Other (i.e. phone, health club, etc.)","zip_code":"335XX","tags":null,"has_narrative":true,"complaint_id":"1326418","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"ERC","date_received":"2015-04-12T02:03:44.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["I paid the bill two <em>months</em> ago and the original date <em>XXXX</em> gave me over the phone tonight was well over six years ago in <em>XXXX</em> so it is my understanding that the debt has <em>expired</em> long ago. I am not asking for money back I am just asking for this to not be on my credit as it should not have been able to go on in the <em>XXXX</em> place having been <em>expired</em>. This is something I hope to get resolved soon as the impact it is having on my credit is severe and preventing my family from buying our <em>XXXX</em> <em>home</em>."]},"sort":[15.845699,"1326418"]},{"_index":"complaint-public-v1","_id":"1653471","_score":15.720881,"_source":{"product":"Credit card","complaint_what_happened":"I have a The Home Depot Card credit account with Citi. In the last 12 months or more, I 've had at least XXXX or more promotional 0 % financing deals expire, costing me $ $ in interest, even though I 've paid Citi more than enough money to completely pay off the promotional amount. The C.A.R.D. act allows them to do this because the lender is allowed to apply minimum payments how ever they see fit until the last 60 days before promotional expiration. It would be better for the consumer if the consumer could simply instruct the lender how to apply the FULL payment, instead of just what is in excess of the minimum payment. What is the significance of the minimum payment being included in the law anyway? And lastly, my statements sometimes CLEARLY show how my payment is applied. Other times, my statements actually do NOT clearly show how my payment is applied. For example : sometimes the statement shows that my full payment ( minimum amount, plus any excess payment ) is applied to my current interest bearing balance, and nothing is applied to my promotional balance. But SOMETIMES, my statement does not show the allocation of my payment. Instead, my balance simply goes down some. But I have to do the math myself ( add payments and credits back to my current balance, then subtract any new purchases or interest charges, and then compare that amount to my current balance on last month 's statement ), to see how my balance is effected by my payment. I though that the C.A.R.D rules were supposed to protect users from statement confusion & hidden charges. I believe that clearly showing how all payments are applied on each and every statement would be a pretty obvious way to avoid confusion. Lastly, the personnel at Citi were happy to tell me how they controlled my payment allocation in most situations. XXXX interrupted me, raising their voices, repeating explanations, or worse, explaining that they had already explained. XXXX stated that he works in the Tennessee service center for Citi. I assume that XXXX does, as well. I could actually HEAR the smile in their voices, but XXXX went so far as to giggle. If they record calls, and the company wants to know how NOT to treat clients, they should review the call.","date_sent_to_company":"2015-11-13T04:18:46.000Z","issue":"Billing statement","sub_product":null,"zip_code":"35022","tags":null,"has_narrative":true,"complaint_id":"1653471","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2015-11-13T04:18:44.000Z","state":"AL","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have a The <em>Home</em> Depot <em>Card</em> credit account with Citi. In the last 12 <em>months</em> or more, I 've had at least <em>XXXX</em> or more promotional 0 % financing deals <em>expire</em>, costing me $ $ in interest, even though I 've paid Citi more than enough money to completely pay off the promotional amount. The <em>C.A.R.D</em>. act allows them to do this <em>because</em> the lender is allowed to apply minimum payments how ever they see fit until the last 60 days <em>before</em> promotional expiration."],"product":["Credit <em>card</em>"]},"sort":[15.720881,"1653471"]},{"_index":"complaint-public-v1","_id":"1579486","_score":15.674475,"_source":{"product":"Mortgage","complaint_what_happened":"we have lived in our home for 30 yrs. We are XXXX & XXXX yrs old. We have a son that is XXXX old who is a XXXX individual of XXXX. We have been scammed by our mortgage co as they have altered the income information greatly. Took my wife off the mortgage when she was the main source on income. Have a XXXX mortgage and we never took any money out of the house. My income was {$800.00}. per month from my part time job. The bank altered it to {$8.00}, ooo. per month. I did have an attorney look at the original loan documents and she has told us that it does most certainly appear to be fraudulent and it would take thousands of dollars to proceed. we do n't have the money we are broke. We would like the bank to make good on their error asap before foreclosure as the pressure and the stress at our age and XXXX are too much to bear any longer. We tried for a loan modification XXXX times with and without help with no success. They always needed more info or the info expired it was a two year process. I hired a group of lawyers to help us and they scammed us and also made us enter into a credit card program that was also a part of their scam. They are all under arrest and have been indicted by the XXXX XXXX XXXX 's office. that was over {$21000.00}. we lost. we have been in contact with that XXXX 'S office XXXX times after all their assets are seized some monies could be refunded to their victims. This has been going on since XX/XX/XXXX. We have no money to get a mobile home in a XXXX community, and we can not get any financing because our credit scores are not high enough and that is what I want to do. I am not looking to get rich over this but some money to buy a mobile home outright and some money for the anguish my wife and I have suffered would be satisfactory as this mortgage company has not helped us at all of even shown us some compassion from the beginning. They sold us a mortgage they knew we could not afford and would eventually foreclose on us. They know they are wrong we had an attorney put a cease and desist order on them as they were calling XXXX times a day and having me explain it over and over again. They have called some XXXX times since the cease & desist order was placed on XX/XX/XXXX. \nI am really at the end of my endurance financially, emotionally, and self worth their is nothing else for us to do. Soon we will be homeless I never thought my life would end this way after all the years of hard work this is what we have come to in our lives Thanks","date_sent_to_company":"2015-09-24T19:38:21.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"02360","tags":"Older American","has_narrative":true,"complaint_id":"1579486","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CIT BANK, NATIONAL ASSOCIATION","date_received":"2015-09-24T19:38:20.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We would like the bank to make good on their error asap <em>before</em> foreclosure as the pressure and the stress at our age and <em>XXXX</em> are too much to bear any longer. We tried for a loan modification <em>XXXX</em> times with and without help with no success. They always needed more info or the info <em>expired</em> it was a two year process. I hired a group of lawyers to help us and they scammed us and also made us enter into a credit <em>card</em> program that was also a part of their scam."]},"sort":[15.674475,"1579486"]},{"_index":"complaint-public-v1","_id":"2994034","_score":15.61629,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Context : Between XX/XX/2018 and XX/XX/2018 there were payments, purchases and cash advances made on a replacement Wells Fargo Visa credit card that was stolen from me, in the mail, before it reached my home address. The new credit card had the same number as the credit card that it was replacing. Wells Fargo is charging me with {$17000.00} dollars that I should not have to pay. \n\nWells Fargo has been unresponsive to my requests and states that it does not consider that these transactions are fraudulent. It has failed to investigate the origin of the funds and the accounts from which more than US 30,00 dollars were deposited to my credit card and that I did not make nor do I recognize. \n\nFraud claim on my credit card : The purpose of this letter is to assure that I do not recognize any of the following payments, other credits, cash advances and purchases performed between XX/XX/2018 and XX/XX/2018. ( The only exception being the {$9.00} XXXX charge in XX/XX/2018 ). \nTransactions that I do not recognize : XX/XX/XXXX XX/XX/XXXX Previous Balance {$9.00} {$0.00} Payments - {$9.00} - {$12000.00} Other Credits {$0.00} - {$18000.00} Cash Advances {$5900.00} {$10000.00} Purchases, balance transfers and other charges {$9.00} {$37000.00} Fees Charged {$290.00} {$600.00} Interest Charged {$36.00} {$140.00} New Balance {$6300.00} {$17000.00} Additionally, there were two {$400.00} phone payments made from my Checkings and Savings account in XX/XX/XXXX, to the credit card, that I did not make. I would appreciate that once the investigation is concluded the {$800.00} dollars that were taken from my accounts are returned and deposited back into my savings account. \nI never received the new credit card that was sent out in XX/XX/XXXX / XX/XX/XXXX to my address in XXXX I did not receive the new credit card that was sent out to me in XX/XX/XXXX / XX/XX/XXXX that replace my old credit card number XXXX XXXX XXXX XXXX ; expiration XX/XX/2018 ; security number XXXX I would like for Wells Fargo to provide me with the proof of who received the replacement credit card that was supposed to arrive to my home address in XX/XX/XXXX. \nThere were two credit cards with the same number, this generated confusion When I first called Wells Fargo to state that there had been fraudulent activity in my credit card I was asked if the credit card was in my possession. In the more than 10 times that I called Wells Fargo I stated that the credit card in my possession was the number XXXX XXXX XXXX XXXX ; expiration XX/XX/2018 ; security number XXXX. ( please verify this in the call recordings ). \nI did not know that there was a new credit card with the same number as the old credit card. I never received the new credit card with which the fraud was made. I was never told in any of the calls that the expiration date or security number that I was listing were wrong. \nWhen I returned the call of XXXX XXXX in XX/XX/XXXX I was asked if the credit card was in my possession. I explicitly asked the person on the line if there had been a new credit card issued with the number XXXX XXXX XXXX XXXX, because I had the suspicion that the credit card that with which the fraud had been made was a new credit card that had been sent out to me and that had been stolen. The person on the line told me that there was only one credit card with this number. Because of this I said that the credit card was in my possession, but I was always refereeing to the credit card expiring in XX/XX/2018. I did not state in any of the calls the expiration date and the security number of the new credit card because it was never in my possession. \nIt was only after calling many times that one of the assistants told me that the security number that I was giving did not match the number in the credit card with which the fraud had been made. Only at this moment did I understand that a new credit card had been issued with the same number as the old credit card. \n( Attached a copy of my old credit card ) There were purchases in XXXX, I have not left XXXX in the past eight months In the calls that I made I clearly stated that there had been purchases in XXXX and that I had not been to XXXX. I also stated was that my account had been hacked and someone had reported a trip to XXXX on my behalf. \n( Attached proof that I have not traveled abroad for the past eight months list of my flights listed by the XXXX XXXX XXXX ) The purchase on the XXXX account was due to a subscription I have had for years In XX/XX/XXXX and in XX/XX/XXXX there were payments made on the new credit card by my XXXX subscription. When you have a subscription the credit card number is stored in the system of the merchant. When a payment is due, if the credit card number has not changed, the payment will go through. You can check the credit card statements for the past 24 months and you will find the payments to this subscription. \nOn XX/XX/XXXX I received a letter notifying that my pin number to the credit card had been changed In XX/XX/XXXX the Pin number for my credit card was changed. Instead of sending me an email, Wells Fargo sent a printed letter to XXXX that took 30 days to arrive, notifying me that here had been a Pin change in my account. I could have reacted much earlier had I known of this situation before. \nI was not checking the account because the credit card was expired I was only logging into the credit card account once per month to check if there had been any charges from XXXX. This was a credit card that had very little activity and you can check this by the activity of the las six months. Because of this I was not aware of the fraudulent activity that occurred with my account in XX/XX/XXXX and XX/XX/XXXX The credit card should have never been allowed to go over limit The credit limit in my credit card was {$8500.00} dollars. It is inconceivable that Wells Fargo allowed the Credit Card to reach a balance of {$17000.00} dollars. \nThe credit card was stolen by a sophisticated criminal organization One of the key points that worries me the most about the rejection of Wells Fargo to accept the fraud claim is the lack of understanding that there was clear criminal activity. Wells Fargo not only failed to stop the activity while it was occurring, it failed to recognize it and support me when I called to declare that there had been fraud. \nThere were obvious signs that there was suspicious activity and Wells Fargo did nothing to stop it - There were 75 cash advances worth {$16000.00} dollars in one month -> I never made any cash advances with this credit card in the four years that I had it - There were purchases worth {$37000.00} dollars when the credit card purchases performed in this credit card had never surpassed {$4000.00} in a month My personal information, including Social Security number, was stolen.\n\n- For this criminal organization to activate the credit card and change the Pin number they must have had all my personal information The credit card received payments for {$12000.00} dollars to manipulate the system - There were phone payments made to the credit card - I would expect Wells Fargo to investigate where these payments came from since they were made from an account linked to this criminal organization - Of these, {$800.00} dollars came from my Savings and Checkings account, I would expect this money to be returned back to me since I never ordered these payments There must be a security breach within Wells Fargo or the Postal Service Company - By analyzing the way that the credit card was manipulated to surpass its credit limit, the huge payments made to the credit card and personal information stolen, it is clear that the credit card was stolen by a criminal organization - If the credit card had reached the wrong address most probably the person receiving it would not have had the capacity to conduct a fraud of this magnitude","date_sent_to_company":"2018-08-17T04:24:36.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2994034","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-08-17T00:12:52.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I could have reacted much earlier had I known of this situation <em>before</em>. \nI was not checking the account <em>because</em> the credit <em>card</em> was <em>expired</em> I was only logging into the credit <em>card</em> account once per <em>month</em> to check if there had been any charges from <em>XXXX</em>. This was a credit <em>card</em> that had very little activity and you can check this by the activity of the las six <em>months</em>."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Card</em> was charged for something you did not purchase with the <em>card</em>"]},"sort":[15.61629,"2994034"]},{"_index":"complaint-public-v1","_id":"7036726","_score":15.47263,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/XXXX : Signed up for Citi Diamond Preferred credit card with 0 % intro APR on balance transfers for 21 months. As part of the online signup process, I did a balance transfer in the amount of {$5100.00} from another credit card, which was subject to a 5 % transfer fee on the {$5100.00}, calculating out to {$250.00} transfer fee. \n1st Billing Period - XXXX : Bill arrives in mail with a total initial balance of {$5300.00} ( {$5100.00} + {$250.00} transfer fee ). My plan is to pay the credit card in full before expiration of 0 % 21 month promotion period. I made my 1st payment in the amount of {$250.00}. I get this monthly payment amount by taking $ XXXX {$250.00} and rounding down little. \n\n2nd billing Period - XXXX : 2nd Bill arrives with new balance total of {$5100.00} ( {$5300.00} - {$250.00} from first payment ). I repeated the $ XXXXmo. payment all the way through Billing Period XXXX which had a due date of XX/XX/XXXX. This took my 21 Mo. 0 % APR credit card promotion balance down to {$3100.00}, with approximately 12 months remaining on the promotion period. \n\nCiti Flex Loan Offer : On Monday, XX/XX/XXXX I applied for a Citi XXXX XXXX in the amount of {$11000.00} to pay for a small home remodel. I was able to do this because Citi gave me an initial credit limit of {$14000.00} when I signed up on XX/XX/XXXX and I currently only had a credit card balance of {$3100.00} as of XX/XX/XXXX. The Citi Flex loan request was approved on Thursday, XX/XX/XXXX for the amount requested. The FULLY AMORTIZING LOAN TERMS are : Loan Amount - {$11000.00}, Plan APR - 5.99 %, Plan # payments - 60 months, with a FULLY AMORTIZING MONTHLY FIXED LOAN PAYMENT AMOUNT of {$220.00}, which is shown on the documentation I received from Citi. This is very important to remember and will be explained why below. \n\nBilling Period XXXX : Credit Card bill shows up in mail with the new Citi Flex Loan amount of {$11000.00} included on bill, along with existing 0 % APR Promotion Balance amount of {$3100.00}. New total credit card balance is now {$14000.00} ( {$11000.00} + {$3100.00} ). \n\nMoving forward, the plan was to make a monthly credit card payment in the amount of {$470.00} to Citi. This new payment amount is made up of $ XXXXMo. I have been paying on the 0 % APR Promotion Balance & now the new Citi Flex Loan fixed monthly payment amount of {$220.00} provided to me by Citi. This will allow me to pay off the 0 % APR Balance before promotion period expires on XX/XX/XXXX and then just keep making the $ XXXX/Mo. payment toward the Citi Flex Loan balance after that. \n\nInstead of the above happening, Citi is applying the entire {$470.00} monthly payment amount, minus the minimum payment amount due on the 0 % APR promotion balance portion of the monthly bill, to the Citi Flex Loan balance. IN ADDITION TO THIS, Citi is charging me additional monthly interest on the outstanding Flex Loan balance, even though the fixed monthly payment of {$220.00} is calculated as a FULLY AMORTIZING LOAN WITH A 5.99 % APR. This is how Citi calculated the monthly payment to be $ XXXXmo. Every month Citi adds an additional line item on my bill with additional interest to what is already calculated in the XXXX XXXX monthly payment. HOW CAN CITI CHARGE ME EVEN MORE INTEREST ONTOP OF THE AGREED TO FIXED APR INTEREST RATE OF 5.99 % ON A FULLY AMORTIZING LOAN?!?!?! \n\nI did not pick up on this error until early XXXX. I called and spoke with a Citi representative on XX/XX/XXXX and explained this clearly to him. He agreed with me, put me on hold and eventually got back on the line and informed me that he submitted a request to have this corrected. Instead of getting my next bill in the mail with the errors corrected, I got a letter from Citi that basically said pound sand and we can apply your monthly payment the way we best see fit. I have now received the next bill in the billing cycle and it has not been corrected. Citi is showing my 0 % APR promotion balance amount as {$2700.00}, when it should be {$1300.00} based on all the payments dating back to first bill.. \n\nThink of it this way, I have to pay off my current balance on the Citi Flex Loan of {$8700.00} with a 60 month payment term, before I can even attempt to pay off the 0 % APR promotion balance, which expires in XXXX XXXX. So now I have to wait for the higher interest rate APR to kick in on the expiration of the promotion period and most likely have to pay the deferred accrued interest charges from the promotion period, before I can pay this portion of my monthly bill off?!?!?! I am filing a formal complaint with your office to assist in this matter, as anyone I speak to via the Citi customer support line will not be able to fully process the gravity of this situation, nor will they have the authority to resolve the issue in a timely manner.","date_sent_to_company":"2023-05-27T23:28:35.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"75248","tags":null,"has_narrative":true,"complaint_id":"7036726","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-05-27T21:05:34.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["This took my 21 Mo. 0 % APR credit <em>card</em> promotion balance down to {$3100.00}, with approximately 12 <em>months</em> remaining on the promotion period. \n\nCiti Flex Loan Offer : On Monday, XX/XX/<em>XXXX</em> I applied for a Citi <em>XXXX</em> <em>XXXX</em> in the amount of {$11000.00} to pay for a small <em>home</em> remodel. I was able to do this <em>because</em> Citi gave me an initial credit limit of {$14000.00} when I signed up on XX/XX/<em>XXXX</em> and I currently only had a credit <em>card</em> balance of {$3100.00} as of XX/XX/<em>XXXX</em>."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[15.47263,"7036726"]},{"_index":"complaint-public-v1","_id":"2987348","_score":15.439549,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"IN REFERENCE TO THE COMPLAINT XXXX The Citi had responded with a letter that is not clear and didn't mention the result of the claim Credit Protection Membership for XXXX Account Claim Number : XXXX ; Instead the letter indicates that I was qualified for a hardship program with no details, balance or breakdown information in regards. \n\nThey have requested a lot of paperwork and I have spent a lot of money collecting the requested paperwork and certified email and they didn't respond yet. Attached the letter they sent and previous letters I have sent to them by mail and fax. Before that it was a lot of correspondence to another divisions they instructed me to sent the paperwork as well. \n\nThe purpose of the insurance was to protect the balance of the credit card, then I was evicted and I had many financial and health struggles to this day and this company after charging {$100.00} per month in the insurance, is now avoiding the application of benefits, and did not provide a direct answer. This program and services are very deceptive. \nXXXX Previous COMPLAINT XXXX background details : I notified Macys Customer Services since XX/XX/2015 all my financial hardship - I was hospitalized during some time that year, I went through an eviction process and attending many appointments in the court. I was having XXXX XXXX and XXXX   XXXX. Has been very frustrating dealing with the XXXX ' representatives without any concrete answer from them to claim the {$10000.00} credit protection benefit to cover part of the balance that my account have. I made several call every month since XX/XX/2015, spending around 1 hour to -2 hours on the phone. After many calls they sent back and forth to different managers wait on the phone one person to another and not instructions or process to make the claim. After 2 years they sent me a letter stating that the time for my claim has expired. I found this unbelievable because I was on the phone with them for many months and they never told me how to proceed to resolve the issue. I feel like they are neglected my request for so long, I found that the misleading information and they just want clients to sign in their programs like me, paying every month {$99.00} dollars and then when I need them to comply with the agreement. I am living in a fixed income ( social security XXXX ), leaving here and there without home and looking to move forward with my financial situation.","date_sent_to_company":"2018-08-10T13:38:20.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"10463","tags":"Older American","has_narrative":true,"complaint_id":"2987348","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-08-10T12:58:17.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["After 2 years they sent me a letter stating that the time for my claim has <em>expired</em>. I found this unbelievable <em>because</em> I was on the phone with them for many <em>months</em> and they never told me how to proceed to resolve the issue. I feel like they are neglected my request for so long, I found that the misleading information and they just want clients to sign in their programs like me, paying every <em>month</em> {$99.00} dollars and then when I need them to comply with the agreement."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"]},"sort":[15.439549,"2987348"]},{"_index":"complaint-public-v1","_id":"4730653","_score":15.300091,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I want to file a complaint on One Main financial along with a lawsuit now. I have reached out to this company with good faith communication for over two years during Covid. I needed help with my financial problems when I lost my job due to the virus. They attempted to help me out with modifications to my loan, payment arrangements etc. I have not been able to come to an equal agreement with this company after all the things that Ive tried to dispute. They say no to everything even if its not my fault. The relief that they were offering in XXXX was for XXXX and XXXX payments not to be reported late.. so it was submitted with no info. After a year and a half I came across a situation that had nothing to do with me whatsoever, because I made 3 early payments online to 3 companies is all I knew that I was doing. So I made the payments on XX/XX/XXXX for my credit cards and One Main because I was gon na pay them off and down so that I could increase my credit score for XX/XX/XXXX. It ended up being a month later before I would find out those payments werent complete due to an issue that I still have no idea what happened. I just know that I didnt hear anything for one whole month. I heard from XXXX on XX/XX/XXXX via email. So when they told me the payment didnt go through I attempted to fix it. But because of this non-payment going through, another creditor decreased my credit limit and then One Main reported me late. My bank wrote a letter letting them know that they did authorize the payment and that they wouldve processed it if I had the money in the account ( which I did and they told them exactly how much money I had in my account ). They also said that they would not have stopped the payment so to this day I still dont know how its my fault that me, going online, making three payments to three separate companies, through apps that I use every time I make a payment, end up coming back like this. I reached out to try to dispute this with One Main because I made my payment and they can see an attempt of payment on XXXX XXXX ( which wouldve been me paying my monthly bill with them a little bit early.. ) instead of me doing that and getting a positive, it all backfired and I had a score drop of almost 100 points. So I reached out to let them know that I wanted to dispute it.. and when I did they went in and went back a whole year and a half updated my credit file to say that the relief months they were offering were late 30, 60 and 90 days! I reached out to the company to tell them that they need to adjust that because how do you go back and re-report something from a year and a half ago and it has a negative impact on me right now? I got a lot goin on like everyone does but Ive been in my home for seven years and I just found out a couple months ago that it is up for sale. I may not even have anywhere to live because Im not gon na be able to buy the house due to One Main constantly reporting me late and then being the only creditor that is reporting me late the whole pandemic. I only wanted to dispute the XX/XX/XXXX incident and I wasnt able to get any help. Now 7 months later and my payment was scheduled because they put me on auto pay to make sure Im not reported late anymore. I got an email receipt saying that my scheduled payment will be coming out on XX/XX/XXXX and then I heard nothing else so Im thinking Im fine for the month. I went out of town for a funeral XXXX XXXX because my cousin passed from XXXX on the XXXX. I came back on the XXXX late and so because they have not yet to this day updated my phone number ( which I am on recorded calls asking multiple times to update it ) so that I can be able to access the web and make payments online, I was not able to make a payment that night so I had to wait till the next morning when I could talk to a live representative to make the payment. I made a payment one day after it was due and I knew they were going to report me late. I just was wondering when and now its the middle of XXXX that they say Im 30 days late for something that happened 2 months ago. Why are they allowed to report this way? I thought they have to report accurately every 30 days? Thats not being done at all so if its not in 30 days then it should be that they missed their window of reporting to be fair! You arent reporting accurately every 30days if you are reporting stuff after 30 days. They shouldnt get to report what they want whenever they want. It should say no info because no info was reported in the 30 day mark! And the only reason the payment was late is because they said the card that I had on file with One Main expired so they did not take the payment. Oh but they didnt even notify me that the payment wasnt taken. If I had of had a friendly reminder of my card on file is about to expire, I wouldve had extra time to make the payment a different way so that it would not have been late. The same thing applies to the XXXX incident where I made a payment XX/XX/XXXX, I didnt hear from OneMain until XX/XX/XXXX. How?? And then XXXX reached out XX/XX/XXXX but why would it take one month to be notified of this? And why didnt I receive any notification from anyone at all about the payment not processing sooner so I could have made another payment or figured out what was going on? XXXX even told me to file the disputes because they said that it normally only takes no longer than eight business days to find out that a payment wasnt put through or a check bounced. So I heard nothing the whole time. Im sitting around waiting on a score increase and I hadnt seen anything. When I ended up finding out that the payment didnt go through it was already too late to make another payment.. but had I been notified before hand the payment would have been able to be processed again. Like I said I didnt talk to anybody for four weeks after making that attempted payment On XX/XX/XXXX. I wish that One Main would stop reporting me negatively because they are messing up any chance that I have on purchasing my home soon. I mean my lease is up XX/XX/XXXX and I have no clue whats going to happen to me because I woke up this morning and they are finally reporting that my account is 30 days late from 2 months ago. The last interaction I had was me calling in via phone and making a payment and the lady told me that the rep I made the payment with mixed up the numbers so my payment didnt process for XXXX cents.. ok so thats on them not me! However along with that it has been more than 30 days and so then they re-processed it and it still didnt go through taking even more time. And so they had to send it up to a higher level and finally put it through but theyre marking me late months later is not fair credit reporting. I told them that they should send a friendly reminder to their customers letting them know if a card on file is about to expire to prevent things from happening like this and she tells me that she told the higher-ups about it and that she thinks that is a good idea. I said well if you all think that is such a good idea and its something that you dont do and Im suggesting that will help make service better between customers and your company, then why dont you all excuse that missed payment due to the card being expired and me not having notice of it? Of course I cant even get that credit with them. And I should have simply because for one it would not have been late because it was on auto pay and for two, they said the card expired but there was money available so that would not have been a missed payment if the card hadn't expired. I got no phone call or communication about it because they told me already I wouldnt have heard anything because they dont tell their customers! That would have helped me greatly to prevent this. I know they wouldnt care and would say Its my responsibility and I knew that it would come back on me, but again most companies send out a friendly reminder if you are trusting them with your financials. I mean I trust you with my money in my account on a card I put on file its holding information thats vital to me.. And you want the payment every month on time so then the least you could do is let me know that the payment method is about to expire! I feel like thats a trap, I feel like they are setting customers up to keep having late payments. Im inconvenienced because When times flies and its late and I need to make a payment over the phone and they are closed guess what.. they still havent updated my information. I asked on multiple occasions to please change my number in the system because I have a new phone number and Im not able to access the verification code theyre sending to my old number. They will not update this information for some reason even when they say they did and I think that thats also a trap. I think that thats also setting me up to not be able to make on-time payments when I need to and its a distractionbut it wont work because Im onto them now. They are used to being a debt collector and not talking to customers as much as Ive talked to them because everyone dodges them.. but not me! I definitely told them 2 years ago they were breaking the laws of the CARES act! One Main is constantly reporting me late and they also still have me marked as late 30 60 and 90 days even after reps for the company have sent it to the higher ups to have this inaccuracy adjusted! So when they originally said that they were not going to report people late those months they are reporting me and Im sure plenty others. I want to start a lawsuit because i know Im not the only one being treated this way! I was in good standings with this company before the virus hit so when I called in for relief they said that my payment was due for XXXX so how about they just take care of my XXXX and XXXX and then I would be on track but that XXXX payment was not late yet so therefore it was no reason to treat my account like it was in negative standings. Per the CARES act it states that if you have an account with a creditor in good standings its to remain being reported in good standings throughout the course of the virus including an additional 120 or 180 days after the virus is declared over by the president. Now if your account is in a negative standing then you have to bring your account current with the creditor in order to continue to be reported current. I told them this two years ago that they were breaking the law of the CARES act and they said verbatim Im sure our lawyers know what they are talking about when it comes to the CARES act and we will not be removing any late payments So now Im ready to file a lawsuit against them period. Because theres no way that they should only offer just that two months of relief and then turn around a year and a half later and change the reporting from 1 and a possible to 4 late payments when I submitted a dispute. I didnt even ask them to touch or go back all those months! I mean honestly why keep kicking me when Im already down? And its on the report now still today different on all 3 and they wont adjust anything! A year and a half passes and you go back in the system and you change that information? That should be against some kind of law. No one asked them to update those months. I had specific dates and times in the dispute. So one of the workers I have been working with named XXXX XXXX who is phenomenal to me.. but she told me that they are not supposed to be reporting negatively for anybody in those months so she doesnt understand why my payments were marked late during those times. She has been in touch with their credit department for almost 2 months now trying to get them to remove the multiple late payments from that timeframe of their relief. They werent supposed to report it anyways.. but they did and now they wont remove it. So Im having a huge problem with them and I dont know what happened in XXXX with my payment that no one can give me an explanation about. I mean my bank doesnt have an explanation, One Main doesnt, so why does it fall on me? And I was on auto pay with them so my payments were scheduled so that means I would not have made a late payment, but the payment didnt come out due to the card being expired, so I feel like they should excuse that one due to the arrangements that were in place. I mean they cant just keep reporting me late and not helping me out here, its really messing up my life. Its nothing I can do about it and they are the only creditor that even through Covid Ive had problems with. Ive been in continuous contact with everyone there and Ive never dodged them, Ive never missed the phone calls, ive never acted like I wasnt trying to make any payments with them.. and by the way, even with no job or much income right now Im still making a way to pay them the entire pandemic. I mean its nothing else that I can do now so its out of my hands and Im here. Im ready to move forward legally against the company because 2 years is a long fight. I just feel like a lot of companies are letting consumers know that they are supporting them by acknowledging the CARES act. Really, people shouldnt be getting reported late right now during a time where we are having a serious hardship across the world. They cant make their payments, have lost their jobs and cant make payments in full or even attempt to make payments. Even If they were putting people on a payment arrangement they are to report me current if Im current is what I read ..theyre still reporting me late and theyre not supposed to be reporting me late if Im already in good standings with them. I have made an attempt to correct any wrongs with that company and its not like Im not trying to pay them back because they helped me when I really needed it. Most people get money from places like this and bail on them. Im not dodging One Main. I feel like Im doin my part and doing everything I can on my behalf to show goodwill and good faith communication. I get no credit for this and they are really stressing me out. I want this to be cleared up because I might need to buy my house soon and I dont know what Im gon na do but they have got to clear this account, clear those negative dates for good will reasons. I dont even think I had one payment with them that was late pre-Covid. Im pretty sure I didnt have any late payments before Covid came so therefore they shouldnt be punishing me during Covid like this. They are continuously making my credit score drop and Im actively working with them even through all the things thats their fault. Like inaccurate reporting, refusal to update my phone number, retracting reporting info a year and a half later for relief they offered, not sending friendly reminders etc. its really setting me back years of hard work of making on time payments to my creditors. I woke up this morning and had a 81 point drop but they cant fix my account or excuse me for a first time late payment to be waived and a good will letter isnt accepted by them. I dont know what Im gon na do but this is a huge problem and no matter what they say.. all they say is they have to report accurately. XXXX said they only know what the creditors tells them so they could have sent in no info but they just refuse to help me. So I came to ask can you all help me to clear these issues up with One Main? I have all on time payments for every last one of my creditors except ( XXXX because of what happened in XXXX ) but my credit report was good and no matter what I do I cant get ahead with One Main. This is really depressing and draining and it feels like a job with them. Im trying and trying and they will not help me. I deserve to be treated like the valuable customer they claim I am to them! I have to get this updated fast and I need them to adjust all their mistakes as soon as possible because reporting how and when they feel like it is causing me extreme setbacks. By the way this is not even half of the problems Ive had with them.. just the ones hindering me currently and my living situation in the next 3 months.","date_sent_to_company":"2021-09-17T20:06:08.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"53210","tags":null,"has_narrative":true,"complaint_id":"4730653","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"OneMain Finance Corporation","date_received":"2021-09-17T18:47:28.000Z","state":"WI","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["And I should have simply <em>because</em> for one it would not have been late <em>because</em> it was on auto pay and for two, they said the <em>card</em> <em>expired</em> but there was money available so that would not have been a missed payment if the <em>card</em> hadn't <em>expired</em>. I got no phone call or communication about it <em>because</em> they told me already I wouldnt have heard anything <em>because</em> they dont tell their customers! That would have helped me greatly to prevent this."]},"sort":[15.300091,"4730653"]},{"_index":"complaint-public-v1","_id":"6949060","_score":15.296081,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"We purchased airline tickets thru XXXX XXXX From XXXX XXXX XXXX in XX/XX/XXXX for a land and sea cruise leaving XX/XX/XXXX from XXXX XXXX, XXXX. The land portion of the trip to XXXX was cancelled by the cruise company XX/XX/XXXX due to safety reasons. We were given the option to take only the sea portion of the trip and told we would receive credit for the land portion. As part of the trip change, we were advised by XXXX that they would make the necessary changes to our airline tickets for us to return home at no cost. This required the airline tickets home to be changed from XXXX XXXX to XXXX XXXX to XXXX XXXX to XXXX XXXX We received paperwork from XXXX showing this had been done. When we arrived at the XXXX XXXX to return home, we were told by the airline that our tickets had been canceled because XXXX never paid for the tickets. Fortunately, we were able to buy tickets 2 hours before the flight and return home. We filed a complaint with XXXX to be reimbursed for the tickets we had to purchase, since we had already paid for them back in XX/XX/XXXX. It has been over 3 months since we filed the complaint with XXXX and have not received an official response. We have called 3 times, but have not been able to speak with anyone about how to resolve this. \n\nWe contacted the Chase Credit Card to dispute the original charge since we never received the airline tickets we paid for. We sent extensive documentation to Chase showing the original receipts for payments for the airline tickets as well as documentation explaining the \" reimbursements '' that showed up on our credit card account for cancellation of the land portion of the trip. This information was faxed to Chase XX/XX/XXXX for the first time. We received a letter In XXXX stating the dispute was being denied because XXXX had already given us credit for the airfare. This was incorrect. The documentation provided to Chase explained the 3 credits we had received to date. Some of the numbers were similar and Chase apparently agreed with XXXX 's bank that we had already received a credit. We immediately called Chase and tried to explain that if they would review the information we provided, we could explain all the numbers down to the XXXX. We also asked for a copy of the information provided by XXXX that they used to convince Chase that our dispute was not valid. We have been told by Chase on multiple occasions that we would receive copies of everything they received. We refiled a dispute and provided an additional narrative to help Chase better understand that although the numbers were similar, XXXX never gave us the credit for the airfare that they were supposed to purchase for us. We received a letter today from Chase saying our refiling of was being denied because time to file a dispute has expired. \n\nWhen we agreed to take the cruise only portion of our trip when the land portion was cancelled, based on conversations with our travel agent, documentation provided by XXXX, and discussions with staff on board the ship, we were never told verbally or in writing that there was any issue with transferring the airline tickets from originating in XXXX to XXXX. If you go to the XXXX XXXX, one of their key selling points is that they will be there to help you handle these kind of things. Maybe someday XXXX will respond. However, for Chase to ignore all the information we provided, apparently accept an erroneous claim provided by someone ( XXXX or their bank ) with apparently no written justification that they are willing to provide, and then claim your out of time is wrong.","date_sent_to_company":"2023-05-08T20:44:54.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"40004","tags":null,"has_narrative":true,"complaint_id":"6949060","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-05-08T19:31:22.000Z","state":"KY","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Fortunately, we were able to buy tickets 2 hours <em>before</em> the flight and return <em>home</em>. We filed a complaint with <em>XXXX</em> to be reimbursed for the tickets we had to purchase, since we had already paid for them back in XX/XX/<em>XXXX</em>. It has been over 3 <em>months</em> since we filed the complaint with <em>XXXX</em> and have not received an official response. We have called 3 times, but have not been able to speak with anyone about how to resolve this."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[15.296081,"6949060"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":106,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":106}]}},"product":{"doc_count":106,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":27,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":12},{"key":"Home equity loan or line of credit (HELOC)","doc_count":5},{"key":"FHA mortgage","doc_count":3},{"key":"Conventional adjustable mortgage 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