{"took":337,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14873247","_score":27.170624,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, I mistakenly sent {$1500.00} via Zelle from my XXXX  account to a XXXX XXXX XXXX XXXX member, XXXX XXXX. XXXX XXXX acknowledged in writing that she received the funds in error and initially agreed to return them. She even attempted to accept my Zelle refund request, but Zelle placed that return payment on hold and ultimately cancelled it.\n\nI filed a claim with XXXX, who contacted Zelle. Zelle denied the claim twice, stating that the transaction was authorized, without conducting any meaningful investigation or addressing the fact that the recipient admitted the funds were sent in error. Even after I provided documentation including screenshots of the recipient acknowledging the mistake. Zelle did not reopen the case or explain why the claim was denied.\n\nBy refusing to take further action, Zelle has left me with no recourse while enabling theft by conversion and unjust enrichment by the recipient, who is knowingly keeping funds that do not belong to her. Zelles own system also contributed to the problem by blocking the refund attempt from the recipient and cancelling it, then closing the matter without review.\n\nZelle must take more responsibility to protect its users from these accidental mistakes. A single mistyped digit can have devastating financial consequences, and it is unacceptable for Zelle to brush these cases off, allowing peoples lives to be harmed or even ruined over an easily fixable error. There needs to be better systems and safeguards in place to prevent mistakes and more robust processes to support customers when they occur.\n\nThis situation is not unique, it has happened to hundreds, if not thousands, of people using Zelle. For many, the amounts involved are life-changing, and the harm to families and individuals is very real. It is not acceptable for a financial network as large and influential as Zelle to take zero responsibility and offer no corrective support in these situations.","date_sent_to_company":"2025-07-26T01:31:07.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"92130","tags":null,"has_narrative":true,"complaint_id":"14873247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2025-07-26T01:12:32.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["By refusing to take further action, Zelle has left me with no recourse while enabling theft by conversion and unjust enrichment by the <em>recipient</em>, who is knowingly keeping funds that do not belong to her. Zelles own system also contributed to the problem by <em>blocking</em> the <em>refund</em> <em>attempt</em> from the <em>recipient</em> and <em>cancelling</em> it, then <em>closing</em> the matter without review.\n\nZelle must take more responsibility to protect its users from these accidental mistakes."]},"sort":[27.170624,"14873247"]},{"_index":"complaint-public-v1","_id":"9851684","_score":13.726321,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"It seems like every day were reading a headline warning us about some\nnew scam or fraud to be aware of. Ive always considered myself to be a\nvigilante individual when it came to phishing scams and suspicious links,\nor so I thought On XXXX XXXX XXXX, I was contacted by an individual\ncalling himself, XXXX, claiming I owed him money for XXXX  and\nthreatened violence if I did not comply. Now I want to set the record straight, at no point did I engage with an XXXX  or any type of XXXX.\nAlthough I didnt know it at the time, these escort scams are very common\nand this XXXX  character is infamous on XXXX  threads. You would think I\nwould just ignore and block the number, but he had my name, my age, my\ncurrent address. My mistake was picking up the phone and thinking I\ncould reason with this person and it cost me XXXX. That little 1% thought\nof, What if this guy is actually serious?  He had my information, he had\nmy familys names, he knew their addresses and out of fear and love for my\nfamilys safety, I was forced to do what he asked. Ive been on a multitude\nof calls with PayPal and XXXX  XXXX  to help me retrieve back these funds.\nPayPal has not helpful from the beginning and Chase has been giving me\ndifferent information every time I contact them, which I will go into further\ndetail later on. The past two weeks have been a rollercoaster of emotions: XXXX XXXX XXXX XXXX XXXX XXXXr. I am now at a point\nwhere I am thinking clearly. My goal is to document everything Ive\nexperienced and share so that no one will be become a victim to these\ncriminals like I did. My hopes are to spread this information to aid other\ngovernment agencies to apprehend anyone associated with these types of\norganizations that pray on the fear of good people to get what they want. I\nhave provided a timeline of the events to the best of my recollection as\nthey occurred below: MondaXXXX XXXX XXXX XXXX XXXX XXXX XXXX texted XXXX  times XXXX XXXX XXXX called XXXX XXXX XXXX XXXX XXXX) called XXXX  time  Picked up the phone call, he kept\nspeaking over me, tried to reason with him, but he became aggressive\nwhen I was not cooperating. He started speaking in a threatening manner,\nstated he had XXXX  ready to head to my address or any of my family\nmembers addresses. Once he asked, Should I send my guys to visit your\nsister at correct address?, the fear took over and his hooks were in me. \nHe said we could do this the easy way, get whats owed and his guys will\ndelete my number and theyd end it there or he could have his guys hack\ninto my bank account and take everything. I snapped back and said theyre\njust going to keep coming for more and he got really upset. He asked if I\nwas calling him a liar, which he was. He did eventually start adding more to the sum owed for other peoples time. At one point, he asked if I still\nplayed guitar  which I do. He had his XXXX  send me a threatening\nvideo with a XXXX  from XXXX to show me they were serious. \nThere was a moment when I knew he was fishing. He said his bank guys\nknew I was lying about the amount of money I had in my accounts. By this\ntime, I was exhausted and knew he wasnt going to stop, so I had to start\nfreaking out by saying, THATS ALL I HAVE!! HOW CAN I GIVE WHATS\nNOT THERE?!?!. He told me to calm down. The freak out must of worked\nbecause I think he realized all the apps werent allowing anymore\npayments to go out of my accounts. He pretended to be sympathetic by\ninforming me that his other guys wanted to take XXXX and he told them\nthat was too much.  He said he would be contacting me again the next\nday, but until then, if anyone reaches out to me, that they would have to\nprovide a code XXXX  to confirm that its either him or a trusted\nassociate. He ended by making me repeat the code and say, I am now\nunder the protection of the XXXX.  I guess one last slap in the face. XXXX:XXXX: XXXX XXXX transfer for XXXX from XXXX checking account\nXXXX XXXX XXXX failed payment for XXXX XXXX XXXX\nWithdrawal XXXX from XXXX XXXX  to back to XXXX  checking account XXXX XXXX PayPal payment (XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  payment XXXX XXXX \nXXXX XXXX XXXX failed XXXX XXXX  payment\nXXXX XXXX XXXX XXXX denied XXXXXXXX  funding for new\npayment twice XXXX XXXX XXXX  denied XXXX funding for new payment\nXXXX XXXX PayPal payment (XXXX XXXX \nXXXX) XXXX XXXX PayPal payment (XXXX XXXX XXXX) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX  representative stated that since the XXXX XXXX payment was in\npending status, it would be reviewed and not released. I told her I was\nhappy that it wasnt going through because I didnt want it to. XXXX XXXX XXXX texted threatening video with a XXXX XXXX\nCalled PayPal XXXX XXXXXXXX  Notified PayPal of the whole situation I had just experienced. The representative was very sympathetic and\nadvised me to reach out to XXXX  to help pull back funds because there\nwasnt much they could do at that moment. XXXX Called XXXXXXXX XXXX XXXX   Notified XXXX  of the whole situation I had just experienced.\nThe representative was apologetic, very sympathetic and advised me to\nwait until the next day for the transactions to post, then reach back out to\nhave the charges reversed. XXXX: XXXX  Fraud called me XXXX XXXX  Representative (believe her name was XXXX) called to confirm I\ndid not want the XXXX XXXX transaction to go through. I confirmed I did\nnot and notified her about the situation. She was also very sympathetic\nand apologized for what I had gone through and reassured me that the\ntransaction would not go through. XXXX: Called XXXX  to confirm the\nnumber was XXXX  Fraud XXXX; I was XXXXXXXX XXXX:\nXXXX  Fraud called  XXXXXXXX Tuesday XXXX XXXX XXXX XXXX:\nCalled XXXXXXXX XXXXXXXX XXXX XXXX  changed my user ID login\nXXXX XXXX XXXX) called XXXX XXXX XXXX)\ntexted XXXX XXXX XXXX called XXXX XXXX XXXX called *Denied and blocked* XXXX XXXX XXXX\ncalled *Denied and blocked* XXXX XXXX XXXX) called and\ntexted through XXXX  *Denied and blocked* 1XXXX: Called XXXX  Fraud XXXX XXXX XXXX texted Are you at home\nnow?  *Blocked* XXXX: PayPal case XXXXXXXX open: XXXX and XXXX XXXX XXXX XXXX) \nTransaction ID: XXXX XXXX XXXX  Representative sent\na message to XXXX XXXX requesting a refund.  XXXX  (XXXX XXXX XXXX XXXX XXXX)  Transaction ID: XXXX \nRepresentative sent a message to XXXX XXXX XXXX XXXX  requesting a\nrefund. XXXX: PayPal case XXXX  closed: XXXX\nContacted PayPal live chat to appeal case with PayPal Assistant (A.I. chat\nbot  didnt work) XXXX: Called PayPal XXXX  Inquired with\nthe representative if their research looked into the other users accounts, if\nthey still existed, what their transaction history was because they closed\nthe case in XXXX  minutes. 1XXXX: Call XXXX XXXXXXXX Wednesday XXXX XXXX XXXX XXXX XXXX emailed Issued credit for XXXX claim XXXX XXXX XXXX emailed  Issued credit for XXXX claim\nXXXX XXXX XXXX emailed  Insufficient funds to savings\naccount XXXX XXXX XXXX  *PayPal 1st attempt* XXXX: PayPal emailed XXXX payment returned to XXXX   Recipients Name: XXXX XXXX   Recipients Email: XXXX  Your\nTransaction ID: XXXX   Transaction Date: XXXX XXXX XXXX \nTransaction Amount: XXXX USD  Bank Account Last Digits: XXXX XXXX PayPal emailed  XXXX  canceled XXXX Case XXXX\n We wanted to let you know that we received a request from your\nfinancial institution to cancel a payment you sent on XXXX XXXX XXXX. Weve\nreturned the money to your financial institution. Payment details \nRecipient's name: XXXX XXXX  Recipient's email:\nXXXX  Recipient's transaction ID:\nXXXX   Your transaction ID: XXXX  Transaction\ndate: August 5, 2024  Transaction amount: XXXX USD  Case ID: XXXXXXXX XXXX  PayPal emailed  XXXX  canceled XXXX Case XXXX XXXX PayPal emailed  Chase declined XXXX   Recipients\nNameXXXX XXXX XXXX  Recipients EmailXXXX XXXX  Your Transaction ID: XXXX \nTransaction Date: XXXX XXXX XXXX   Transaction Amount: XXXX  USD \nBank Account Last DigitsXXXX XXXX XXXX: Called XXXX  Fraud 1-XXXX XXXX XXXX XXXX Fraud called back XXXXXXXX XXXX:\nCalled XXXX  Fraud  XXXX XXXX Called XXXX XXXX XXXX XXXX: Called PayPal  XXXX XXXX: Called XXXX  Fraud  XXXXXXXX  Thursday XXXX XXXX XXXX XXXX: Called XXXX  Fraud  XXXX  I kept track of the reversals on the account and\ncalled in to notify XXXX  that they might have refunded too much.\nRepresentative advised to wait until investigation is over. Friday XXXX XXXX XXXX XXXX: XXXX  emailed XXXX credit XXXX Monday\n XXXX  XXXX XXXX XXXX: Called PayPal XXXXXXXX   Inquired\nabout 1st failed attempt to fund XXXX PayPal payment.  They confirmed\nthey will try to fund the payment at least XXXX  every billing period. They would try again the next month and the following months. In other words,\nthey wouldnt stop.  The representative also confirmed if they could not\nfund the payment through the original linked account on PayPal, that they\nwould try another. I have my checkings, savings and XXXX XXXX credit\ncard attached to the account. XXXX PayPal finally opens case for appeal\nafter they stated they would on XXXX XXXX XXXX  Dispute Case ID: XXXX  Transaction amount: XXXX  USD  Dispute amount:\n$4,800.00 USD  Transaction ID: XXXX  Transaction dateXXXX XXXX XXXX XXXX XXXX XXXX (XXXX) called XXXX  times from new\nnumber *Denied and blocked* Tuesday XXXX XXXX XXXX XXXX XXXX  emailed  PayPals 2nd attempt to fund XXXX payment from savings (\nXXXX)  Payment was reversed by XXXX  the next day and no overdraft fee\nwas applied. XXXX Called XXXX  Fraud XXXXXXXX  Inquired on\nassistance on PayPals non-stop attempts to fund the XXXXXXXX  payment.\nRepresentative advised to close and open a new savings account because\nXXXX  cant stop PayPal from trying to fund the payment. Also strongly\nsuggested that I dont have to keep calling in and I could check claims\nupdates on the XXXX  mobile app. XXXX: Called XXXX  to activate new\ndebit card XXXXXXXX  Wednesday  XXXX XXXX XXXX XXXX XXXX overdraft notice (XXXX) savings account  insufficient funds\n*PayPals 2nd attempt* Thursday XXXX XXXX XXXX XXXX PayPal\nemailed  Case XXXX appeal denied XXXX:\nCalled XXXX XXXX  PayPal funded XXXX0 payment with\nlinked XXXX XXXX credit card *PayPals 3rd attempt*  Transferred to\nCredit Card; told to wait until it posted to the account Saturday XXXX XXXX XXXX XXXX: Called XXXX XXXX  Requested more\ninformation on notification letter stating XXXX XXXX credit would be\nrevoked; advised to call XXXX  Fraud XXXX: Called XXXX  Fraud XXXX XXXXXXXX  First representative wasnt very helpful. He had a hard time\ncommunicating the details of the resolution. Representative state XXXX  could not pull back the funds due to the other account wasnt a XXXX  account. Transferred me to a colleague/supervisor. XXXX XXXX Fraud\ncalled back  XXXX  Informed XXXX XXXX credit being pulled back due to their investigations unable to prove transaction was not\nauthorized.  Representative stated the first representative I spoke to about\nthe XXXX XXXX transaction on XXXX XXXX XXXX (when it was in pending\nstatus and the payment would not go through) was mistaken and that\nXXXX  does not have the ability to pull back XXXX  funds. Monday XXXX XXXX XXXX XXXX: Called XXXX  XXXX XXXX XXXX\npayment charged to XXXX  XXXX  credit card posted. *PayPals 3rd\nattempt*  Representative opened new investigation. Experience\nTakeaways: PayPal was reluctant to really assist in any meaningful way from\nthe start. They dragged their feet for 6 days to officially reopen my case for\nan appeal. It was very apparent once they confirmed they would not stop\nuntil the payments were fulfilled on their end. All transactions are marked\ncomplete on the PayPal app. I cant even go to the Resolution Center to\nfind my closed cases anymore. There were once notes on the transaction I\ndisputed, but are no longer there; its as if the dispute never happened.\nXXXX  representatives always felt very disconnected from each other;\nproviding different information. Their customer service line is setup to\nmake you feel theyve confirmed your identity and have your account\nopen, up and ready to go. Why have the A.I. voice prompts ask for your\nname and mailing address if its never transferred to the representative\nthat has the call in queue? Even when transferred, the representatives have\nno idea why Ive been transferred to them and I have to explain everything\nall over again. Im not sure how much the phone representatives are asked\nto input notes on their calls, but I know for a fact I had notified 3 different\nrepresentatives within the first day about everything that had transpired\nand that representative I was speaking to at the time had no clue and said\ntheres nothing notated on your account about the incident. The fact that I\ncalled in for the pending XXXX XXXX transaction to XXXX XXXX right\nafter it happened to cancel it, was reassured that it wouldnt go through by\nthe representative, got called back by the XXXX  Fraud team to reconfirm I\ndidnt want the payment to process, only for it to be posted the next day!\nThe real kick to the face is the notice that XXXX  would be revoking the XXXX XXXX  credit on or after XXXX XXXX The representative didnt share any of the investigation details with me and stated the original\nrepresentative, no wait let me make correct myself, those XXXX  representatives (first original one and the Fraud representative that called\nafter) were both mistaken and that XXXX  cant pull back XXXX  payments.\nMy fear now is, now that XXXX  has decided to revoke the XXXX XXXX\ncredit from the account, are the other pending claims soon to follow in the\nsame manner?","date_sent_to_company":"2024-08-19T20:08:09.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"75044","tags":null,"has_narrative":true,"complaint_id":"9851684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-08-19T20:03:27.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["*<em>Blocked</em>* XXXX: PayPal case XXXXXXXX open: XXXX and XXXX XXXX XXXX XXXX) \nTransaction ID: XXXX XXXX XXXX  Representative sent\na message to XXXX XXXX requesting a <em>refund</em>.  XXXX  (XXXX XXXX XXXX XXXX XXXX)  Transaction ID: XXXX \nRepresentative sent a message to XXXX XXXX XXXX XXXX  requesting a\n<em>refund</em>."]},"sort":[13.726321,"9851684"]},{"_index":"complaint-public-v1","_id":"6449739","_score":12.284864,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Friday, XX/XX/2022, I logged into my Bank of America XXXX XXXX to send a {$2500.00} XXXX transfer for a downpayment for a new pickup truck. ( Note : I was preparing for a interstate move and needed a more reliable vehicle with towing capabilities in an effort to avoid high singular purpose moving expenses i.e. XXXX XXXX  ~ {$4500.00}. I had an enclosed trailer lined up to buy for {$1000.00} ; and had keys in hand for a used XXXX  financed with XXXX XXXX, last step transferring {$2500.00} downpayment. ) Unfortunately, despite verifying recipient info with the XXXX dealer, who reviewed the displayed info and confirmed it to be correct ; as soon as I hit send I noticed a different recipients name pop-up at the top of my \" XXXX ' or recent transactions list. I immediately asked the XXXX rep if he had seen the transfer ; which he replied he had not. I started looking into my XXXX activity in the BofA mobile app and as feared, the {$2500.00} downpayment had not gone to the intended recipient. Somehow, despite multiple cautionary confirmations between myself and the XXXX dealer, by some unexplained way the transfer was sent to an individual I do not know beyond a XXXX time purchase I made off his XXXX XXXX the year prior. Yet by some unknown XXXX magic, and poof! my downpayment was sent to a complete stranger! It was less than XXXX minutes before I was on the phone with BofA to stop the transfer, which was still \" pending. '' Long story short, the first BofA rep said I had to contact the recipient to have him send it back ; and if that doesn't work I needed wait till it was not longer pending, then file a claim through XXXX. So I call and text the individual who quickly blocks my calls and ignores all attempts to contact him. Meanwhile, I'm also on hold after being transferred to the XXXX department, only to find out after holding for over an hour that the XXXX department was closed. Meanwhile, XXXX is closing and I have now had to walk from the deal because, as a XXXX XXXX XXXX XXXXXXXX, I had saved for that downpayment and did not have another way to get another few XXXX XXXX XXXX XXXX  So, after being bounced around by BofA from XXXX department to the next over the course of a couple hours, the last rep I speak to that Friday night confirms my suspicions which were that the first associate could and should have cancelled the transfer while it was still briefly \" pending '' ( which was confirmed in the account transcripts from my prior calls that evening ). In fact, only because the transaction was allowed to go through, I was now being told I would need to file a claim with XXXX specifically. Despite that department being closed until Monday, I could not file directly with BofA 's claims department ( even though they were my bank ), because I \" sent the money via a third-party, XXXX '' XXXX there was a choice on my part, when really there is no other option! Seamlessly integrated into the banking app, this thrid-party white-label vendor is a sneaky way the bank is attempting to exonerate itself of liability from any transfer disputes. You see, when I finally go through to XXXX the next week, the flippantly told me I could file a claim but since it was not \" fraud '' because they said I \" sent the transfer, even if by mistake, '' so it was on me to retrieve the monies from the individual who had mistakenly had {$2500.00} deposited by a virtual stranger. XXXX, ya you can guess it, that lucky individual wasn't very honorable and has never returned a XXXX  XXXX! And, of course, XXXX not being a bank itself, but a third-party service, this intentionally convolutes the dispute process over such transfers and apparently has led banks to believe that this adorable little loophole they so gleefully are playing with has negated their need to concern themselves with XXXX XXXX, XXXX regulations that clearly define transactions subject to its protection and outlined protocol, to include \" erroneous transfers '' not just fraudulent ones as I was being told. So, after more than a week the XXXX dispute resolution center still had not reviewed my claim and when they finally did, I was once again told that the policy was only to reverse transfers if fraudulently made and not for erroneous transfers sent by mistake ; despite the regulations clearly stating the bank is required to reverse/refund such and provide provisional funds pending any investigational efforts into the transfer. I was denied and such credits, and weeks later received notice that my claim altogether was denied!! I lost a great deal on the truck, then couldn't get the trailer without a vehicle to tow it, so lost the apartment I had signed a lease starting XXXX and of course lost the nonrefundable deposit ; as well as added storage fees each month I have postponed the move as I try to catch back up. Not to mention, endless hours on hold and explaining over and over the same story to a new department or new representative. It's been XXXX or 4 months now, and I have not gotten my money back. It's not just the {$2500.00} though. It's the principal that my bank would so brazenly disregard federal law and callously ignore the emotional pleas of a XXXX  mother who was losing transportation and housing with no where to go come next month. It was more than money, it was a new home and stability for my XXXX  ; instead, we've lived XXXX XXXX XXXX XXXX for months overstayed our welcome. Try to XXXX the XXXX XXXX  that kind of situation puts on a teenage boy. Knowing we must leave, like yesterday, but no idea when, where, or how because all the plans went to XXXX after that XXXX erroneous transfer to some XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX who just wan na take take take and have XXXX empathy for anyone because they're XXXX. Thus, they instill a XXXX  environment of antipathy throughout their XXXX  as seen in their blatantly illegal policies. XXXX subjectively it was a significant financial loss for XXXX XXXX XXXX XXXX, with ripple effects unseen, to which we have yet to recover from. It makes me sick the bank has found some loophole via use of a third party integration that they clearly think will let them get away with an open policy that directly contradicts XXXX XXXX Its so wrong and I still hope somehow things will be made right. What can I do?","date_sent_to_company":"2023-01-17T13:42:10.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"92131","tags":null,"has_narrative":true,"complaint_id":"6449739","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-01-17T13:24:37.000Z","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":["It was less than XXXX minutes before I was on the phone with BofA to stop the transfer, which was still \" pending. '' Long story short, the first BofA rep said I had to contact the <em>recipient</em> to have him send it back ; and if that doesn't work I needed wait till it was not longer pending, then file a claim through XXXX. So I call and text the individual who quickly <em>blocks</em> my calls and ignores all <em>attempts</em> to contact him."]},"sort":[12.284864,"6449739"]},{"_index":"complaint-public-v1","_id":"3833788","_score":10.805951,"_source":{"product":"Debt collection","complaint_what_happened":"VIA MAIL ( ref. : XXXX ) XXXX XXXX , XXXX c/o XXXX XXXX XXXX. XXXX XXXX XXXX, TX XXXX email : XXXX American Express XXXX XXXX XXXX XXXX XXXX, TX XXXX VIA MAIL AND ELECTRONIC MAIL ( ref. : XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX XXXX XXXX XXXX Suite XXXX XXXX, DE XXXX email : XXXX XXXX XX/XX/XXXX Dear Mr. XXXX et. al., In response to your electronic mail dated XXXX  [ and XXXX ] XX/XX/XXXX, I hope the following information finds you well. \n\nOn XXXX XX/XX/XXXX, the President of the United States of America declared the State of California a disaster area due to the COVID-19 pandemic. Institutions gave relief to its Customers in the form of credits, or at least 2-month payment deferrals. \n\nThe statements hereunder are in the recorded line calls to American Express and should be reviewed by the recipients of this letter, prior to responses. \n\nThe XXXX American Express account was established in XXXX, without any significant impacts to the use of the account ( s ) up to the XXXX XX/XX/XXXX COVID-19 declaration. \n\nIn XX/XX/XXXX, I requested a 2-month deferral of payments from American Express. The American Express representative stated that there was only an option to defer for one year. This is documented on the American Express website at : https : //www.americanexpress.comXXXX XXXXXXXX % XXXX % XXXX & XXXX & XXXX American Express Financial Relief Program Terms Program Overview Eligible Card Members may request to enroll in either the short-term payment plan or the long-term payment plan of the American Express XXXX XXXX XXXX ( the Program ) by [ calling XXXX ]. The short-term payment plan can provide relief benefits for 12 months following enrollment and the long-term payment plan can provide relief benefits for 36 or 60 months following enrollment. Eligibility for the 36 or 60 month long-term payment plans will be based, in part, on your American Express Card product and will be communicated to you before you submit your request for enrollment. We will determine your eligibility for the Program, upon your request to enroll, based on factors including delinquency status prior enrollment in the Program or the balance on your Card account. After you complete the Program or exit early for any reason, your Card account will then be subject to the APRs, fees, and minimum payment in your Cardmember Agreement.\n\nProgram Relief Benefits While enrolled in the Program, you will have access to the following benefits : Your minimum monthly payment due will be reduced to an amount that will be disclosed to you at enrollment Your Card account will be subject to a reduced variable APR ( for balances subject to an interest rate ) that will be disclosed to you at enrollment We will waive any late payment fee and annual Card membership fee that would have been charged while you are enrolled in the Program For the short-term payment plan only, you may be able to make purchases up to a reduced spending limit, which will be disclosed to you following enrollment and may adjust at any time during the Program. If, prior to enrollment, you are at or over your spending limit you will not be able to make purchases until you bring your balance below the limit.\n\nProgram Requirements In order to maintain all the benefits of the Program, you must comply with the full Program Terms, which will be communicated to you at enrollment and which will include the requirements that : Your enrolled American Express Card account ( s ) must not be cancelled after enrollment Program payments for all your American Express Card accounts must be made by the respective due dates Program Limitations Program limitations will be communicated to you at Program enrollment, which will include the following : If enrolled in the long-term payment plan, you will be unable to use your Card to make purchases while enrolled You may not have access to all Card benefits and features We will cancel any account you may have with a balance less than {$100.00} Reporting to the Credit Bureaus Any reduction to your credit limit on enrollment into the Program may have a negative impact on your credit score If your account is reported to consumer credit bureaus and if you are enrolled in the long-term payment plan, we will inform the consumer credit bureaus that you are participating in a payment plan, which will not directly impact your credit score, but will be visible to other lenders If you do not comply with Program Terms and you are being reported to the credit bureaus, we will report that status, which may negatively impact your credit score If you are removed from the Program because you do not comply with the Program Terms, your Card account ( s ) may be cancelled, which may impact your credit score I nevertheless stated that the late payments would be made by in 2 months. Without a shorter deferral option, I requested to apply for the 1-year deferral, and the American Express Representative stated that the account ( s ) must be in default before ( s ) he can process the application.\n\nI received numerous harassing calls from American Express checking on the status of the payments up to XXXX XXXX. The American Express representative stated that the agreement was in the notes for the account. At the end of XXXX I made the payment, and brought all two accounts up to date by XX/XX/XXXX. \n\nThus as at XXXX XX/XX/XXXX the accounts were up to date. \n\nThe subsequent predatory actions of American Express, were for the purpose of fraudulently returning the account to late status and attempting to levy a higher interest rate : 1 ) American Express blocked any further payments to the account ending in ( XXXX ) : XXXX XX/XX/XXXX [ Evidence Figure # 1 ] 2 ) American Express returned the payment to the account ending in ( XXXX ) and charged interest on the payment ; the confirmation number is XXXX : XXXX XX/XX/XXXX [ Evidence Figure # 2 ] I received numerous letters that the account  would be temporarily suspended until the account was up to date. On XXXX XXXX, I contacted American Express, and they stated that in order to remove the temporary suspension on the account they have to wait for the payments to clear [ the payments usually clear in under 24 hours ]. I called back on XXXX XXXX and the American Express representative stated they have to wait for the payments to clear and to call back in 24 hours. \n\nOn XXXX XXXX, the American Express representative stated that the accounts were cancelled [ see Appendix A for definitions of Cancel ], and a XXXX XXXX letter stating that reinstatement of the account was declined, which is after the accounts were brought up to date on XXXX XXXX : [ Evidence Figure # 3 ] I then received a backdated letter dated XXXX XXXX that the accounts were canceled. The accounts were not Canceled per the calls on XXXX and XXXX XXXX. \n\nA XXXX XXXX letter stated by American Express, Were working to resolve your inquiry as quickly and accurately as possible ... \n\nDuring the phone calls, the American Express Representative also stated that an alleged letter was sent on XXXX XXXX stating that the accounts were Canceled ; this is highly suspect as in XXXX I stated that the accounts would be paid in 2 months. No such cancellation letter has been received up to the calls, and this contradicts the statement made by American Express on XXXX XXXX. \n\nIn the mist of the COVID-19 pandemic, all financial institutions are serving their Customers by giving 2 to 6-month deferrals for payments. In this case you are using XXXX bias to try to maintain the late payment status in order to charge higher interest rates, and fraudulently collect late fees and interest. I was then told I must reapply for the accounts, which the reinstatement request was done on XXXX XXXX XXXX XXXX including a dispute resolution, reference number XXXX. I was told by the American Express representative to wait for an answer in the mail in 7 to 10 days. \n\nAmerican Express sent emails to make payments to blocked and return payment accounts knowing that they prevented payment ( s )  to be made to the accounts per above. \n\nNo such Resolution letter came in the mail after the XXXX XXXX letter, and two collection emails were received by the recipients of this letter XXXX and XXXX XX/XX/XXXX. \n\n\n\nConclusion : After XXXX XX/XX/XXXX, you blocked payments to the account to damage the Customers credit rating, levy higher interest rates in excess of 30 % APR, and collect on CANCELED accounts ( see Appendix A, pages 6, and 7, s 6 and 7 ). \nYou invoked an illegal practice called Predatory Lending. \nReturning the XXXX XX/XX/XXXX {$1600.00} payment, and then charging {$540.00} in interest and {$110.00} in late fees on the payments is fraud on the part of American Express and the recipients of this letter. \nIt will be appreciated that you refrain from illegally using my online & email activity to monitor, track and respond. \n\nCease and Desist with your illegal collection. Such illegal practices will be reported to the XXXX XXXX XXXX ( XXXX ) and Federal Trade Commission ( FTC ). \n\n\n\nSincerely, eMedia Appendix A Definition of Cancel https : //XXXX/ 6. ( Banking & Finance ) a. to close ( an account ) by discharging any outstanding debts b. ( sometimes foll by out ) accounting to eliminate ( a debit or credit ) by making an offsetting entry on the opposite side of the account 7. ( XXXX ) a. to close ( an account ) by discharging any outstanding debts b. ( sometimes foll by out ) accounting to eliminate ( a debit or credit ) by  making an offsetting entry on the opposite side of the account https : XXXX 1. The borrower chooses not to finance the policy. \nIn most states, after a borrower signs a premium finance agreement, he/she is given the option of disaffirming ( undoing ) the finance transaction. If the borrower chooses to disaffirm their request for financing, the premium finance company will flat/cancel the loan and notify all parties involved that they are no longer a party to the transaction. \nXXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX VIA MAIL AND ELECTRONIC MAIL ( ref. : XXXX ) XXXX XXXX XXXX XXXX c/o XXXX XXXX XXXX. XXXX  XXXX XXXX, TX XXXX email : XXXX American Express XXXX XXXX XXXX XXXX XXXX, TX XXXX VIA MAIL AND ELECTRONIC MAIL ( ref. : XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX XXXX XXXX XXXX Suite XXXX XXXX, DE XXXX email : XXXX XXXX XX/XX/XXXX Dear XXXX XXXX et. al., This is an Addendum to my XXXX XX/XX/XXXX response, and has been submitted within 30 days of your XXXX and XXXX XX/XX/XXXX letters. \n\n\nRemission or Cancellation of a Debt Cancellation of Debt ( COD ) occurs when a creditor relieves a debtor from a debt obligation. Debtors may be able to negotiate with a creditor directly for debt forgiveness. They can also receive debt cancellation through a debt relief program or by filing for bankruptcy. Debts forgiven by a creditor are taxable as income. Canceled debt will typically be recorded by the creditor and reported to a debtor as income on a 1099-C. \n\nThe main impact of cancellation of debt is the legal requirement to pay taxes on the amount that has been forgiven, as the Internal Revenue Service ( IRS ) counts this canceled amount as income. When obtaining debt relief borrowers should plan ahead for taxes on potential savings expected from the cancellation of debt.\n\nThere are quite a few exceptions when it comes to the cancellation of debt income. Defined by the IRS, the following are not considered cancellation of debt income : 1. Debts canceled as gifts or inheritance 2. Some qualified student loans that meet specific criteria 3. Other education loans or relief programs that help provide health services 4. Canceled debt that would be deductible if an individual as a cash basis taxpayer, paid it 5. A qualified purchase price reduction on a property provided by the seller 6. XXXX XXXX payments that reduce the principal balance of a mortgage under the XXXX XXXX XXXX XXXX 7. Amounts of student loans discharged upon the death or XXXX of the student The following exclusions are considered cancellation of debt income but the IRS excludes them from being reported as income. \n1. Canceled debt from a Title XXXX bankruptcy case 2. Canceled debt to the extent insolvent 3. Cancellation of qualified farm indebtedness 4. Cancellation of qualified real property business indebtedness 5. Cancellation of qualified principal residence indebtedness With debt cancellation, the Debtor is no longer on the hook for the canceled  amount, and does not have to worry about the lender or collections coming after them in the future. \n\n\nUsury Rate Limitations With returned payments, American Express charged in excess of 30 % APR. Letters from American Express originate in California, Florida and Texas. \n\nA 1978 court ruling Marquette National Bank of Minneapolis vs. First of Omaha Service Corp. provided a transitionary moment for both the banking industry and a handful of entrepreneurial states most notably South Dakota and Delaware California : Contract or agreement for greater than 12 % shall be null and void as to any agreement to pay interest ( Civil Code 1916-2 ) ; debtor may recover treble amount paid ; willful violation-guilty of loan-sharking, a felony and punishable by imprisonment in state prison for not more than 5 yrs. or county jail for not more than 1 yr. ( Civil Code 1916-3 ) Florida : All interest forfeited and repaid double ( 687.04 ) ; criminal usury : credit at rate of 25-45 % is misdemeanor with penalty of up to 60 days in prison and/or {$500.00} fine ; over 45 % is 3rd degree felony ; keeping the books/records for loan at 25 % is 1st degree misdemeanor, and if loan or forbearance is criminal, debt is not enforceable ( 687.071 ) Texas : The greater of 3 times the amount computed subtracting the amount of interest allowed by law from the total amount of interest contracted for, charged, or received ; or {$2000.00} or 20 % of the amount of principal, whichever is less ( Finance 305.001 to 305.003 ) ; creditor who is liable is also liable for reasonable attorney 's fees ( Finance 305.005 ) ; each offense is a misdemeanor with fine of up to {$1000.00} ( Finance 305.008 ) Credit Card Act of 2009 ( Not Cited for Reference - For Example Only ) Note : Business and corporate credit cards are not covered by the protections in the CARD Act, however the basic functionality is the same. \n\nHighest interest balances paid first : When consumers have accounts that carry different interest rates for different types of purchases ( i.e., cash advances, regular purchases, balance transfers or ATM withdrawals ), payments in excess of the minimum amount due must go to balances with higher interest rates first. \n\nA common practice in the industry had been to apply all amounts over the minimum monthly payments to the lowest-interest balances first thus extending the time it takes to pay off higher-interest rate balances. \n\nAnd if the card issuer makes any significant changes such as mailing address to send payments or its ways of handling card payments, and this results in any delay to the payment being credited in a 60-day period following the change, the issuer can not charge the  cardholder a fine or interest on such payment. \n\n\nOn XXXX XX/XX/XXXX, American Express returned XXXX XX/XX/XXXX payment, ie. to the account ending in XXXX and as of XXXX XX/XX/XXXX blocked future payments, ie. after XXXX XX/XX/XXXX, to the account ending in XXXX. The account ( s ) was then cancelled in a backdated letter dated XXXX XX/XX/XXXX, which is prior to your XXXX and XXXX XXXX letters : accounts ending in XXXX and XXXX ( CANCELED ) [ Evidence Figure # 4 ] [ Evidence Figure # 5 ] account ending in XXXX ( CANCELED Blocked by {$0.00} Loan ) [ Evidence Figure # 6 ] account ending in XXXX ( CANCELED Returned Payment ) [ Evidence Figure # 7 ] American Express Letter Dated XXXX XX/XX/XXXX : We are writing you that, your American Express account listed above has been cancelled .... \n\n\n\n\nAmerican Express XXXX XXXX XXXX : American Express implemented racially discriminatory practices to Customer rights exercised in good faith under the Consumer Protection Act by [ as a result of COVID-19 Federal & State orders starting XXXX XX/XX/XXXX ] not applying their published 1 year [ to 60 month ] maximum deferral to the accounts. \n\nAmerican Express exceeded usury rates for the interest charged to the account. \n\nOn XXXX XX/XX/XXXX, American Express refused to accept legal tender for payment of a debt in violation of 31 U.S.C. 5103. The intent of American Express was to artificially damage the Customers credit rating and levy higher interest rates. This Customer account was Canceled by American Express. \n\nFor internal reasons American Express did not want to carry the balances in their books, per their published deferral arraingements, for [ 2 months to ] 1 year. Nevertheless, the accounts were CANCELLED by American Express in writing on XXXX XX/XX/XXXX ( actually XXXX XX/XX/XXXX ), which is prior to your XXXX and XXXX XX/XX/XXXX letters, thus the cancellation predates & voids any collection effort. \n\n\nNext Step : Therefore, by Federal & State legal provisions, the account balances are deemed CANCELED, and the only further action is submittal of IRS form from American Express to the former Customer, ie. 1099-C as applicable.\n\nPlease provide an Estimate Date of American Express Submittal, of the 1099-C. \n\n\n\n\n\n\n\n\nSincerely, XXXX XXXX The American Express Customer Representative stated Your account must be in default before we can enter you in the financial relief program. Then, American Express uses the related & manufactured reduction in FICO score to deny entry in to the Financial Relief Program.\n\nAmerican express CANCELED the account prior to my being  contacted by XXXX XXXX or XXXX XXXX XXXX XXXX XXXX XXXX there fore they are pursuing a {$0.00} debt. Refer to the legal definition of CANCEL herein. \n\nThe COVID-19 disaster declaration XXXX started on XXXX XX/XX/XXXX. After about 2 months of financial relief, the American Express account was up to date as of XXXX XX/XX/XXXX. American Express then CANCELED the account, RETURNED the payment ( s ), BLOCKED further payment, and transferred CANCELED DEBT to Debt Collectors, instead of waiving late fees & interest. If American Express had enacted the American Express Financial Relief Program Terms, the next payment ( s ) would be due XX/XX/XXXX ; thus any collection of payments before this date is fraudulent. \n\nThe interest rate on the loan has a maximum APR of 14.97 %. From XXXX to XX/XX/XXXX, XXXX XXXX increased the CANCELED BALANCE from {$6800.00} to {$12000.00} ; thus charging an APR of 307 %, which is exorbitantly above usury rates & the maximum APR, and is predatory.\n\nCFPB enforcement action In XX/XX/XXXX, The Consumer Financial Protection Bureau ( CFPB ) announced an enforcement action with orders requiring  three American Express subsidiaries to refund an estimated {$85.00} XXXX to approximately XXXX customers for illegal card practices between XXXX and XXXX. Allegations included that American Express made misleading statements regarding signup bonuses, charged unlawful late fees, discriminated against applicants due to age, and failed to report consumer complaints to regulators. \n\nAmerican Express XXXX : In United States banking, a federal savings bank ( XXXX ) is a savings bank that is created ( or chartered ) under and regulated by United States federal law, and administered by the United States Department of the Treasury 's Office of the Comptroller of the Currency. The Federal Deposit Insurance Corporation ( FDIC ) insures deposit accounts in federal savings banks up to  prescribed limits. Thus American Express is Federally backed, and must comply with Federal COVID-19 mandates from the President & Executive Office, by implementing payment deferrals. From XX/XX/XXXX to Present, the President and the Governor of California etc. prohibited non-essential business from operating, which primarily affected small business from earning revenue. In my case, American Express did not comply with Federal payment deferral mandates or its own policies. On XXXX XX/XX/XXXX, XXXX reported that American Express announced that it offers COVID-19 relief by waiving late fees & interest to its customers ( XXXX XXXX XXXX ). \n***************************************************************","date_sent_to_company":"2020-09-07T15:58:12.000Z","issue":"False statements or representation","sub_product":"Credit card debt","zip_code":"90804","tags":null,"has_narrative":true,"complaint_id":"3833788","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2020-09-07T15:43:43.000Z","state":"CA","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["American Express sent emails to make payments to <em>blocked</em> and return payment accounts knowing that they prevented payment ( s )  to be made to the accounts per above. \n\nNo such Resolution letter came in the mail after the XXXX XXXX letter, and two collection emails were received by the <em>recipients</em> of this letter XXXX and XXXX XX/XX/XXXX."]},"sort":[10.805951,"3833788"]},{"_index":"complaint-public-v1","_id":"6842732","_score":8.620539,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2023 @ XXXX XXXX, received call from Chase with notification of wire fraud. Person calling was XXXX XXXX ( XXXX ). I was advised of possible fraudulent activity on my account an there was an attempt of a {$5000.00} wire being sent to XXXX XXXX. XXXX asked if I knew a XXXX XXXX who lived at XXXX XXXX XXXX XXXX, XXXX, NY XXXX, I do not any XXXX XXXX. Advised that this person was attempting to be a recipient of the wire transfer to XXXX  XXXX XXXX. XXXX XXXX again confirmed that I do not know this person. XXXX XXXX asked if my number was XXXX so a code could be sent to authenticate and confirm who I was. I advised that I was driving, it was pouring rain and I had to pull off the road, XXXX replied to take my time and be safe. I advised XXXX that I did not receive the code and he sent it again. I then received 2 codes and XXXX asked for the last one, which I gave XXXX. XXXX then asked me to sign into my account which I complied. Once in my account, I was asked to check my balance which I did and he said to you see your balance of {$5000.00} and I confirmed. XXXX then stated that I may receive a call from Chase and not to hang up, XXXX stated that the call is part other their automated system and to stay on with him. I had asked XXXX where he was located and XXXX replied he was in Arkansas. XXXX instructed me to into the app and go into wire funds. I advised that I have never sent a wire before and to bear with me. XXXX walked me through the process and go into XXXX XXXX. Once I was there, XXXX stated that we need to conduct a Wire Reversal ( WR ) and walk me through the process of canceling the wire in the app. I was instructed to enter XXXX XXXX and enter some numbers. Once completed, XXXX advised that I had to speak with another person who was that XXXX Supervisors and then I would be transferred back to XXXX. \n\nI was transferred to XXXX XXXX ( XXXX ). XXXX advised that in order to proceed, he had to send me a code to confirm who I was. I received the code XXXX. I mistakenly gave him the wrong code in the read back and he asked me to check again, I corrected myself and we proceeded. I was talking to him about this fraud and XXXX stated that it was unfortunate and this happens quite often but Chase was able to catch it in time. I was then transferred back to XXXX. \n\nXXXX stated that they were completing a scan on the account because someone was attempting to access my account while we were on the phone. XXXX advised that I needed to change my sign-in and password. XXXX was sending me a code which I was to enter and not give XXXX the code, Chase does not ask for this code. XXXX advised that I had to sign out of the account and sign back in and I would have to enter the code. I complied and entered the code XXXX. XXXX walked me through the process of changing my sign-in and password. \n\nXXXX said that the scan on the account was taking longer than normal and since I was driving, he would schedule a call back in 45 minutes. We terminated the conversation. \n\nAt XXXX XXXX I received a call from XXXX XXXX XXXXXXXX and when I answered the call disconnected. I called it back and got a recording that I had reach XXXX XXXX XXXXXXXX and asked for account number and I hung up. \n\nAt XXXX XXXX XXXX called me back and stated that the scan was still running and they wanted to make sure there were no further attempts to access my account and they call back in the morning. I told him I got a call from XXXX  XXXX XXXX and XXXX replied that was strange and asked what happened, I told him nothing it disconnected. \n\nOn XX/XX/XXXX, I logged into my account and found that I was over drawn and my funds had been wired. I contacted Chase at XXXX XXXX  and spoke to Representative and explained the situation. The Rep said that he did not see where chase had a Fraud issue from yesterday. I advised him that the call came from Chases number, the names of the people I spoke to, that the call last over an hour and I was sent codes from Chase and I had NO REASON to believe that I was NOT talking to Chase. He continue to review that account and I said so youre telling me that someone hacked into Chases system, sent me codes and I was talking to the people who committing the scam? He said yes it looks that way. I asked him if Chase had a facility in Arkansas and he said yes. I asked if they had people working there by names of XXXX XXXX and XXXX XXXX. He replied that he did not have a list of names. At that point I requested to speak with someone in the United States. \n\nI was transferred to XXXX. She reviewed my account and I explained what happened in detail. She took notes and advised that I should close my current account and open another account. XXXX further stated that she was blocking on line access and after we were done I had to call Chase On-Line customer service at XXXX to reactivate my online access. I asked XXXX if this was a common occurrence and she replied it is and they get into our fraud system. XXXX advised me that I was going to be mailed some documents that needed to be signed and returned. She said return them as soon as possible and would take 2 to 3 weeks for review and getting my funds returned. She then advised that I if I ever get a call from Chase, I should hang up and call Chase back. \n\nI called the Chase-Online number XXXX as instructed by XXXX @ XXXX XXXX The rep advised that my account locked and I had to go to see my Business Banker at the branch. I went to the branch, opened a new business account. \n\nXX/XX/ I revised an email from Chase regarding my claim. I went on line and found that Chase had denied my {$5000.00} claim stating that I had conducted the transaction and therefore denied the claim. I called Chase @ XXXX XXXX. The rep advised that it had been concluded that the transaction had been completed on the same device that has been used historically. I asked to speak to someone in the States and the Rep he can transfer me but they will tell me the same thing. I told to transfer me. I was placed on hold and the rep came back on the line and said that the person in the States was trained in this kind of fraud and he had to place me on hold again. The rep came back on the line and advised that the hold time for a rep was over 30 minutes in the states. And I should call back at later around XXXX XXXX XXXX XXXX \n\nCalled back Chase and went through the situation. I was told that the fraud investigation has determined that I authorized the wire. Further, I was advised that the Chase Wire Department does not have phones nor do they contact customers for wire fraud,. That is Chase policy. Either way, I was not going to get money back. I asked for someone in the states and was advised that they will tell me the same thing. I was placed on hold for someone in the United States. XXXX, Stated that that since the wire was completed over my device they consider it a transaction that I approved. Despite the fact that Chase knows about these scams, I approved it and therefore chase will not refund the funds. I can file a complaint with the local authorities and maybe they can peruse the receiver of the funds but chase does not get invoiced in criminal actions.","date_sent_to_company":"2023-04-15T14:41:52.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"33428","tags":null,"has_narrative":true,"complaint_id":"6842732","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-04-15T14:30:54.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was advised of possible fraudulent activity on my account an there was an <em>attempt</em> of a {$5000.00} wire being sent to XXXX XXXX. XXXX asked if I knew a XXXX XXXX who lived at XXXX XXXX XXXX XXXX, XXXX, NY XXXX, I do not any XXXX XXXX. Advised that this person was <em>attempting</em> to be a <em>recipient</em> of the wire transfer to XXXX  XXXX XXXX. XXXX XXXX again confirmed that I do not know this person. XXXX XXXX asked if my number was XXXX so a code could be sent to authenticate and confirm who I was."]},"sort":[8.620539,"6842732"]},{"_index":"complaint-public-v1","_id":"12742100","_score":8.55399,"_source":{"product":"Checking or savings account","complaint_what_happened":"Consumer Financial Protection Bureau XXXX XXXX : XXXX. XXXX XXXX / Comerica Date : XX/XX/XXXX Submitted by : XXXX XXXX XXXX Case # XXXX To the Consumer Financial Protection Bureau, I am filing this formal complaint against U.S. Direct Express, operated by Comerica, due to their rampant negligence, refusal to verify my identity despite exhaustive efforts on my part, and fraudulent practices that have denied me access to a debit card I manage as a representative payee for my XXXX son. This account is tied to Social Security XXXX payments ( on behalf of XXXX XXXX ), and US direct Express/Comerica XXXX misconduct has caused significant financial hardship and distress over an extended period. \nDetails of the Complaint XXXX Excessive and Unresolved Contact Attempts\\nOver a XXXX period, I called U.S. Direct Express customer service more than XXXX times to resolve an identity verification issue blocking access to the debit card I manage as a representative payee. Each call averaged XXXX hours, totaling over XXXX hours on the phone. Despite pleading with representatives and providing valid identification as requested, I was repeatedly told by phone staff that managers in their \" Fraud Department '' deemed my documentation invalid. No clear explanation or resolution has been provided. \nXXXX Repeated Email Correspondence Ignored\\nI have emailed \" XXXX, '' managed by their Fraud Department XXXX XXXX XXXX times, responding to all requests for information and submitting valid identification. I have included only a fraction of these emails in this complaint to avoid excessive length, but I can provide further evidence if needed. U.S. Direct Express has consistently failed to acknowledge or act on my submissions, demonstrating gross negligence. \nXXXX Negligence Impacting Social Security Recipients\\nAs a representative payee for my XXXX son, I rely on this account to manage his Social Security XXXX XXXX U.S. Direct XXXX refusal to unlock the account has left us unable to access critical funds. This mirrors issues raised in the recent lawsuit led by CFPB XXXX XXXX XXXX concerning representative payees, underscoring a systemic failure. Additionally, I have experienced disconnected customer service calls after waiting on hold for over XXXX hours at a time, further exacerbating the problem. \nXXXX Fraudulent Fee Practices\\nFor over a decade, U.S. Direct Express falsely claimed that transactions with certain banks, such as XXXX, would incur no fees, yet fees were consistently charged. I submitted documentation highlighting these discrepancies for years, but U.S. Direct Express took no action. Specific fees I demand be refunded include : ATM fees ( both in-network and out-of-network ) ; Expedited card replacement fees, forced upon me when cards were canceled due to errors attributable to U.S. Direct Express ; and Any additional fees not explicitly listed here but incurred over the accounts XXXX year XXXX.XXXXXXXX  refuse to resubmit documentation already provided, as their inaction constitutes willful negligence. They must refund every cent of these fees, down to the XXXX. \nThey ( US direct  express ) will create a detailed breakdown of every single fee/additional expense that was applied to my account by US Direct  Express  XXXX XXXX, deceptive and abusive acts and practices. \nRequested Relief I urgently request the following from the CFPB : XXXX Immediate Account Access : Order U.S. Direct Express to verify my identity and unlock the account so I can fulfill my duties as a representative payee. \nXXXX Full Refund of Fees : Mandate a complete refund of all fees fraudulently charged to the account over its entire history ( XXXX years ), including ATM fees, expedited fees, and any other charges, with a detailed itemization provided to me. \nXXXX XXXX XXXX and Penalties : Urge the federal government to investigate and fine U.S. Direct Express/Comerica for their misdeeds against XXXX citizens XXXX particularly vulnerable Social Security XXXX XXXX If they refuse to comply, those responsible should face legal consequences. \nXXXX Systemic Accountability : Address the broader pattern of negligence, as evidenced by my case and the CFPBs recent lawsuit, to prevent further harm to consumers. \nConclusion U.S. Direct Express has been caught in blatant misconduct, and their refusal to act on years of evidence Ive provided is indefensible. I have spent countless hoursover XXXX  on the phone aloneand submitted over XXXX  emails, yet they continue to deny me access to my sons funds and retain illicit fees. This is not just a personal grievance but a failure impacting vulnerable Americans reliant on Social Security. I implore the CFPB to act swiftly to rectify this injustice and hold U.S. Direct Express accountable.\n\nThank you for your attention to this matter. I am prepared to provide additional documentation, including email records or call logs, upon request. \n\nI have included PDF 's and screenshots from 10 years ago regarding fees not ever being refunded. Emails and calls were carried out to retrieve the unethically charged fees from XXXX - present day and I have not seen XXXX sent refunded back to the account ( I have not touched upon fraud charged incurred on PREVIOUS debit cards that Us Direct Express did not address ). Current card has NO fraud and the XXXX card needs to be reactivated. Again, fraud occurred in XXXX cards and no remediation was applied. \nSincerely, XXXX XXXX Questions asked by Verification department and responded apppropriately by me : Thank you for reaching out to us. Were working on your request, please allow XXXX to XXXX business hours for your email to be reviewed. \n\nFor authentication purposes : As a reminder, of what we need from you in the email to expedite the review are as follows. \nFull Name The program for which you receive funds Case # Please note that any of the documents below can be sent in as digital images using your camera phone, or other digital image capture. \nWhat documentation is required? \nXXXX form of ID : Photo Identification ( Front & Back ) Drivers Licenses XXXX Passports State or Federal Identification card Note : Must not be expired. We dont accept XXXX and white photo IDs ( only exemption is temporary IDs ). \n\nIf you do not have a government issued ID, please email both a copy of the following : Birth Certificate Social Security Card If your account needs have not been resolved within XXXX hours, please call us back using the toll-free number on the back of your card. After entering your card number, you will be transferred directly to XXXX of our agents that can assist you. \n\n\nFor XXXX transfer purposes : As a reminder, of what we need from you in the email to expedite the review are as follows. \nFull Name The program for which you receive funds Current Mailing Address Case # Subject Line : ACH Transfer Please note that any of the documents below can be sent in as digital images using your camera phone, or other digital image capture. \nWhat documentation is required? \nXXXX form of ID : Photo Identification ( Front & Back ) Drivers Licenses XXXX Passports State or Federal Identification card Note : Must not be expired. We dont accept XXXX and white photo IDs ( only exemption is temporary IDs ). \nCopy of current or last months bank account statement ( must include routing and account number ) If you do not have a current bank statement with the routing and account number, please email the following : A letter from the bank or financial institution stating the Cardholder is the owner of the bank account Must be on the bank/financial institutions letterhead Must have the Cardholders information ( Name, Address, Bank account XXXX and Routing number ) Once your ID has been reviewed, and approved, the time frame for a transfer is up to XXXX ( XXXX ) calendar days. \n\nThanks again, XXXX XXXX XXXX XXXX XXXX response : Answers by me : XXXX XXXX XXXX Direct Express/Social Security XXXX Case ID XXXX I am not sure why you have not passed authorization regardless of sending proper documentation. \n\nI have provided you exactly what you requested. Below, I have outlined exactly what has been sent with an explanation above each. I have also attached the documents to the email as well. \n\nIt is important to note that XXXX XXXX 's CFPB lawsuit against Comerica/Us Direct Express XXXX XXXX to me and my son 's experience : I have emails from there XXXX office from Deliberately disconnecting customer service calls : XXXX vendors XXXX dropped more than XXXX XXXX calls from customers before they could reach a representative. Customers whose calls were not dropped were routinely forced to endure excessively long wait timesoften in excess of several hoursto speak with a representative to get help with unauthorized transactions, charge disputes, and lost or stolen cards. \nCharging consumers illegal ATM fees : Over XXXX XXXX XXXX XXXX cardholders were charged ATM fees to access their government benefits in situations where they were legally entitled to free withdrawals. \nMisleading fraud victims : When consumers contacted Comerica alleging they had been fraudulently enrolled into the XXXX XXXX program, the banks vendors frequently advised the consumers that no error occurred where the bank had determined that there was, in fact, enrollment fraud. \nImposing illegal terms of service on consumers seeking to stop payments : Comerica led its consumers to agree to waive their consumer protections by requiring cardholders to contact and request merchants to stop pre-authorized payment transfers from their account in situations where the law in fact required the bank to stop the transfers itself. \nFailing to investigate account problems : Under federal law, when a customer notifies a bank about an incorrect or potentially fraudulent charge on their account, the bank must take steps to investigate the error within a specified time period. The CFPBs investigation found that Comerica failed to meet this requirement more than XXXX times. And when they did investigate, they frequently provided vague and confusing findings or blew off customers altogether. \nForcing consumers to close accounts, which often resulted in additional fees : The banks vendors required thousands of cardholders to close their accounts to stop a preauthorized payment, resulting in consumers incurring additional fees to expedite receipt of their new debit cards to regain access to their government benefits. \n\nFor this complaint : I used XXXX SPECIFICALLY for this reason The email listed on the account with US direct express is : XXXX XXXX","date_sent_to_company":"2025-03-31T19:58:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"060XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12742100","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2025-03-31T18:54:39.000Z","state":"CT","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Details of the Complaint XXXX Excessive and Unresolved Contact <em>Attempts</em>\\nOver a XXXX period, I called U.S. Direct Express customer service more than XXXX times to resolve an identity verification issue <em>blocking</em> access to the debit card I manage as a representative payee. Each call averaged XXXX hours, totaling over XXXX hours on the phone."]},"sort":[8.55399,"12742100"]},{"_index":"complaint-public-v1","_id":"4228973","_score":7.7258277,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To whom it may concern : This letter is to inform you that I have been a victim of fraud and identity theft. Someone unknown to me has been able to compromise my Cash App account. I wanted to allow an investigation to be completed before I reached out via mail. On XX/XX/XXXX at approximately XXXX hours, I received a text message from Cash App that my phone number had been unlinked from my Cash App account. I immediately logged in from my phone using my fingerprint ID. Once in, I noticed that the phone number had been changed to XXXX. After reviewing, I had limited access to my account. Next, I checked to see if anything else had changed. I noticed I had a balance in the amount of {$2200.00}. I knew something was wrong because I do not keep cash in my account. I scrolled down to see what was going on and learned that my 5 stocks : XXXX, XXXX, XXXX, XXXX, and XXXX had all been sold. I tried to cash out since it was my money, but it kept asking me to enter a pin that I did not have because it had been changed. At that point, I was left hopeless and helpless not having access to my account. I could only watch MY money be transferred to someone I did not know by the name of XXXX XXXX. It happened in 3 transactions {$29.00}, {$500.00}, and {$1700.00}. To add insult to injury they had the audacity to give a thumbs up after the first payment was received on their end. I requested a refund. The message that I received from Cash App was, Scam reported. Cash App is working to get back your $ XXXX Identifier # XXXX, $ XXXX Identifier # XXXX, and $ XXXX Identifier # XXXX all sources were cash. I then blocked XXXX XXXX. I called Cash App approximately five times at different times. There is/was no customer service. I have emailed several times and have yet to get a response. I filed a police report with the XXXX Police Department. I filed a report with the FTC. I filed a complaint with the XXXX and XXXX XXXX. I did not authorize any transactions on or after this date and I did not authorize anyone else to use my information in any way. I checked my account daily in hopes that a refund would be processed. I did receive a message from Cash App on the app that I would hear a response by XX/XX/XXXX. \nOn XX/XX/XXXX, I received a call from one of my friends asking me if I had requested {$300.00} from her via Cash App. I told her no that my account had been compromised. When I checked my Cash App app, I realized the person had more information than just Cash App. They used a picture of my son from XXXX XXXX. They used his picture to try and get money from everyone that I have made a transaction with. Requesting money in the amount of {$300.00}. Not only was this embarrassing, but the feeling of being violated is unexplainable. Cash App requires you to enter all your personal information, and now this person has it as well. This is a breach of contract. I received a message from XXXX XXXX for unusual activity, again not me. Later that day at approx. XXXX hours I reached out to Square Inc. for a second time and spoke with a representative by the name of XXXX. I explained to her my situation and she assured me that there was no legal department that I would be able to speak with and that Square Inc, is not responsible for Cash App even though they are the parent company, they are not fully involved. She told me the only way for me to contact Cash App is through their support recorded line or email. If I were not satisfied, I could proceed with getting an attorney. It would not be until then that Square Inc. would get involved. At approx. XXXX hours on the same date, I called XXXX XXXX and spoke to a representative by the name of XXXX. He stated he would escalate this matter. He suggested I reach out to Cash App via email and leave my name, phone number and email. He assured me someone would follow up with me within 24-48 hours. \nOn XX/XX/XXXX at approx. 0837 hours, I received a call ( XXXX ) from a man stating he was a representative from Cash App. I thought WOW that was fast. He stated he was following up with me about my account. He asked me to verify my phone number and email that I had linked to Cash App. He asked me what was going on. The call was disconnected. I called back but no answer. I tried again at approx. 1012 hours and during the conversation he told me that the only way that I would be able to receive my money is for him to trace it and the only way this would happen is, I would have to download an app. In the search bar I would have to type in support help and then an app called team viewer would appear. I began downloading it, but the more he talked, and I began to ask questions, I told him I did not feel comfortable giving him remote access to my phone since I was already a victim. He hung up. I called back twice. He blocked me and it stated that the phone number was no longer in service. \nOn XX/XX/XXXX ( approx. 14 days later ) I looked at my Cash App account and the message stated it I would have a response by the end of the day about my refund. \nOn XX/XX/XXXX, I checked, and it stated, Scam Reported. We are truly sorry, but we were unable to recover your money. However, your report will help to prevent future scams. Thank you. Refund Declined. \nI am reaching out after a poor decision on your end was made. I was hoping that you would be able to resolve this matter professionally, but since you not only denied something that was done in error to me you failed to protect me. To have a Cash App account I have had to give all my personal information, name date of birth, social, address, phone number, bank information including routing numbers and account number, and debit card number. Now someone has access to all this information and even with my two-way identifier that I had on my account, someone was still able to change my personal information that was supposed to be secured and they gained access to my account. After the damage was done, they proceeded to try and access my other accounts outside of cash app. I am holding your company FULLY responsible. I trusted that Cash App was secure and encrypted based on your word. I used this account as an emergency fund account as we are in a global pandemic. Every day that the stock market goes up, my family and I are going without. I am a single mother of 5, and I am on a fixed income as I am only able to work part time because I must be home to home-school. \n\nAccording to your General Terms of Service last updated on XX/XX/XXXX, it states on # 3 In case of errors or questions about your account call us at XXXX, please note ( 1 ) this is the only phone number customers can call for Cash App support, and ( 2 ) a Cash App representative will never ask you for your password, PIN, social security number or full debit card number. Or write us at Square, Inc., XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX as soon as you can if you think an error has occurred in your Account. We must allow you to report an error until 60 days after the date you electronically access your Account, if the error could be viewed in your electronic history. In order for us to assess the situation, you will need to tell us : Your name and Account number ; Why you believe there is an error, and the dollar amount involved ; and Approximately when the error took place. \nIf you tell us orally, we may require that you send us your complaint or question in writing within 10 business days. We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, and your Account is registered with us, we will credit your Account within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and do not receive it within 10 business days, we may not credit your Account. You also state in writing, We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation.\n\n4. Your Liability for Unauthorized Transactions Contact us as soon as possible if you think there has been unauthorized activity on your account. Depending on the circumstances, if an unauthorized transaction has occurred we may be able to cover you. \nPlease let us know if you believe there is an Unauthorized Transaction on your Account. You could lose all the money in your Account. We will protect you from Unauthorized Transactions in your Account. When this protection applies, we will cover you for the full amount of the Unauthorized Transaction, so long as we were able to complete the Error Resolution procedures described above.\n\nAn \" Unauthorized Transaction '' occurs when money is sent from your Account that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your Account, and sends a payment from your Account, an Unauthorized Transaction has occurred.\n\n5. Our Liability We will cover your losses for certain incomplete or incorrect transactions, detailed here.\n\nIf we do not complete a transaction to or from your Account on time or in the correct amount according to these Cash Terms, we will be liable for your losses or damages. However, there are some exceptions. We will not be liable, for instance : o If, through no fault of ours, you have insufficient funds in your Account to complete the transaction ; o If the ATM where you are making the Transaction or using your Cash Card does not have enough cash ; o If the Cash App was not working properly and you knew about the breakdown when you started the transaction ; o If circumstances beyond our control ( such as fire or flood ) prevent the transaction, despite reasonable precautions that we have taken. \n\n11. Cash App Investing If you want to use Cash App to buy stocks you need to sign up with our broker-dealer, Cash App Investing LLC. \nIf you choose to use brokerage services provided by Cash App Investing LLC, a FINRA registered broker-dealer and subsidiary of Square ( Cash App Investing ), you must open a brokerage account with Cash App Investing and agree to their terms and conditions for such account. By using any Cash App Investing services, you authorize and instruct us to follow any instructions provided to us by Cash App Investing on your behalf regarding the transmission or receipt of any funds in your Cash App Balance. \n7. Payment Cancellation, Stop Payment Requests and Refused Payments Our ability to stop a P2P Payment Instruction or recover funds associated with an unauthorized Payment Instruction will depend on how the Payment Instruction was initiated, and whether the Payment Instruction has begun processing. P2P Payments not claimed by a Recipient for fifteen ( 15 ) days after the processing has begun will be canceled automatically. We will attempt to return any unclaimed, refused, refunded, prohibited, or denied P2P Payment to your Eligible Transaction Account or Eligible Credit Account, as applicable. If we are not able to do so, we may use other reasonable means to return the P2P Payment to you, as permitted by applicable law. \nXXXX XXXX XXXX XXXX Terms of Service # 38-Errors or Question about your virtual account transactions If you tell us orally, we will mail you a form to complete and return. You must return the form or your own letter outlining the details of the error to Customer Service at the address provided below within 10 business days of the Primary Cardholders oral notification. We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate the complaint or question. If we decide to do this, and your account is registered with us, we will credit your Card Account for return of the credit amount to your Cash App within 10 business days for the amount you think is in error, so that you will have the use of the funds credited to your Cash App for funding your Card Account during the time it takes us to complete our investigation.\n\n39. Your Liability for Unauthorized Transactions. Tell us AT ONCE if you believe your Card or PIN has been lost or stolen or you believe a transaction has been made without your permission using information from your Card, your PIN, or Card Account, or you could lose all the money in your Card Account. Contact Customer Service immediately at the number or address provided below to keep possible losses to a minimum. Contacting Square by telephone at XXXX is the best way to minimize possible losses. \n*If you tell us within two business days after you learn of any unauthorized transactions or the loss of your PIN, you will lose no more than {$50.00} if someone accessed your Card Account without your permission. \nI am asking that you stand on your word. I have followed your policy. I made attempts to contact you thru your preferred method via email to no avail. I have also attempted to reach you via email, and XXXX, and you leave misleading information. I am now putting it in writing. I have tried to call. I notified you through the app and you denied without circumstances. I did not authorize any of these transactions nor am I the one who sold and cashed out my stocks. I am requesting that this account be closed immediately. Restore all funds that have been withdrawn from my account and instead of putting it back in the account, please send me a check in the amount of {$2200.00} to the address above. You say that you investigated the matter. How? I am requesting that you reinvestigate this matter, close the account and refund me my money. I am asking that you comply with the Electronic Fund Transfer Act and send me a letter explaining your findings and action. Send me written confirmation that the account has been closed, a check be mailed out since I no longer trust Cash App and it is no longer safe. I am holding you responsible for the fake scammers that constantly call trying to retrieve information, access the information on my phone, sending money request to my family and friends and now the inconvenience of having to change my whole life around. I have had to get a new cell phone because someone was able to access my phone remotely, create new emails, cancel cards and get new ones because someone has tried to open accounts in my name. The fact that someone called after reading my email and I trusted them makes me wonder how this company is legit. With Cash App being so secured, how does one have all this access to my account. I have provided all the scammers information. How did my refund get denied? Is this why you state in your policy that we must waive our rights to go to court? Is Cash App a legal hustle? \n\nOn XX/XX/XXXX, I sent a Certified demand letter to the company with a signature required with a return receipt. I still have not heard back from them. My next step is to take legal action.","date_sent_to_company":"2021-03-19T18:35:54.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"92324","tags":null,"has_narrative":true,"complaint_id":"4228973","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-03-19T18:02:41.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["P2P Payments not claimed by a <em>Recipient</em> for fifteen ( 15 ) days after the processing has begun will be <em>canceled</em> automatically. We will <em>attempt</em> to return any unclaimed, refused, <em>refunded</em>, prohibited, or denied P2P Payment to your Eligible Transaction Account or Eligible Credit Account, as applicable. If we are not able to do so, we may use other reasonable means to return the P2P Payment to you, as permitted by applicable law."],"company":["<em>Block</em>, Inc."]},"sort":[7.7258277,"4228973"]},{"_index":"complaint-public-v1","_id":"3584415","_score":6.2636967,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I purchased a Netspend PrePaid Debit card with a deposit of XXXX. \nMy intention was for a single use. On XX/XX/XXXX I used the Netspend PrePaid Debit Card to pay XXXX payment to XXXX XXXX XXXX. XXXX XXXX XXXX could not get an authorization for the transaction although indicated to me it had gone through. They returned to card to me. As previously stated, I never had any intention of opening or maintaining any account with Netspend. I  never activated the account cards they sent me, as far as I was concerned my business with them was complete. When my XXXX Social Security Deposit was made to my PayPal Prepaid Mastercard, 1 month and a half later, I am unable to use my funds. It is at this time I find out that A ) Paypal in in cahoots with Netspend and Netspend had come across to all of my paypal accounts including my Paypal Prepaid Mastercard locking them. When I call to find out what was going on I am told I owe XXXX. Impossible, I go on to find out that XXXX XXXX XXXX Force Posted XXXX on to a XXXX prepaid Debit card to which NETSPEND Authorized. Now, a month and a half later, they come knocking on my door, freeze my Prepaid Mastercard which held all of my Social Security Money telling me I was going to pay them that money. That email is attached - I didn't take kindly to them threatening me that they would shut down all my accounts if I didn't pay the {$740.00} The whole point of a PREPAID card to to avoid overdrafts, overdraft fees or charges. Yet Netspend seems to think differently. I don't know of a single bank account or credit card account would allow someone to overdraft a XXXX account by 300 %! Having had another situation with them regarding another prepaid card I purchased at the same time in XXXX, I reached the end of my rope. I submitted the following letter, filed a complaint with the XXXX  demanding they retract the approval for XXXX immediately. I never authorized that, I never approved it, I never even knew about it. I bought a freaking PREPAID DEBIT CARD THAT IS ONLY GOOD FOR THE AMOUNT OF MONEY ON THE CARD! \n\nTwo days ago I received a letter and a bill from XXXX XXXX XXXX   for {$1100.00}, indicating that the bank had rescinded the authorization. The date alarmed me because it was before XX/XX/XXXX and this is the XXXX of XXXX and I have yet to receive the original XXXX deposit I had on the card. I immediately start combing through my emails to find an email sent to me on XX/XX/XXXX with a bunch of gibberish that suggested I may or may not get my original XXXX back. I will file a lawsuit against them if this is now the game they are playing. They take people 's money as if it belongs to them They place irrelevant holds on money putting people through hoop after hoop after hoop. At the end of the day - NETSPEND authorize a 300 % overdraft on a XXXX prepaid card. Not once did they catch it, contact me, stop the transaction, find suspicion because of the ungodly  amount. Not ONCE did they protect me, their supposed \" customer ''. Instead they approve such an egregious transaction and them try to make me pay for it. When I refuse and demand they cancel that approved transaction, they apparently do while continuing to HOLD MY MONEY! Any prepaid debit card company advertises no overdrafts, no fees. The definition of a PrePaid Debit card is the card is good for the amount of money loaded to it. Not according to Netspend. THIS COMPANY NEEDS TO BE SHUT DOWN! \n\nBelow you will read the first letter I sent them when I found out they had my Social Security Deposit., Per their request. I am also attaching the email correspondence from the person who is sitting on my XXXX 3 weeks after they reversed the transaction jabbering some 20 day XXXX for per a customer agreement. I told him I AM NOT HIS CUSTOMER. I never activated the card they sent me to replace the one from the gas station. I want my XXXX NOW! and I want some action taken against these crooks. I am XXXX years old, XXXX on a fixed income and this company is a bottom feeder on people like me and people who don't have bank accounts. Usually it's because they are poor. \n\nI have subsequently closed all PayPal accounts except the last remaining until I verify the transfer of my Social Security Deposit to another institution. Where I never had a problem with paypal and have used them for 7 or 8 years, the meer fact they have brought Netspend into their business cost them their business with me. \n\nI will keep taking what ever action I have to to get my money. Now with the nation in crisis, idiot companies like this see it as an even better opportunity to steal, take, hold, money that does not and never did belong to them. \n\nSincerely, XXXX XXXX XXXX after XXXX XXXX CST attachment groups - My initial response to them when I couldn't access my Social Security in XXXX, and Netspend 's email exchange before and after I find out through XXXX  - NOT NETSPEND that they reversed the charge. \n\nIf you are unable to see the message below, click here to view. \nNetspend Email Security Information : Email : XXXX Update Card Ending : XXXX Dispute Claim Confirmation Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Dear Valued Cardholder, Thank you for reporting this transaction error. We have opened a dispute claim for you. Your claim number is XXXX and should be used for future reference. \n\nWe will begin your investigation promptly. We will attempt to complete the investigation within 10 business days ( or 20 business days if this is a new account ). If we need more time we may take up to 45 calendar days to complete the investigation. For errors involving a new account, a point-of-sale transaction, or a foreign-initiated transaction, we may take up to 90 calendar days to investigate your claim. If we determine more time is needed, we may issue a temporary credit so you have use of your funds during the investigation. \n\nIf you wish to be eligible for a provisional, or temporary, credit to your account while we complete our investigation, you will need to send us a written notice of your dispute within the next 10 business  days. The written notice should include your name, account number and claim number ; transactions you believe are in error ; and the dates when the errors occurred. If we do not receive your written notice in the next 10 business days, we are not required to provisionally credit your account while we complete our investigation. Please note that for new accounts, we have up to 20 business days to provisionally credit your account. \n\nAdditionally, you may provide other information that you think would be helpful to our investigation - such as a police report, cancelled transaction receipts, or a copy of your agreement with the merchant. The written notice and any additional information should be sent to XXXX or faxed to XXXX. Please include your claim number & account number with all correspondence. \n\nIf we do not receive the written notice or any additional information from you, we will complete our investigation with the information we have available to us. \n\nThe results of the investigation will be sent to you in writing within 3 business days of completing our investigation. \n\nThank you for your patience as we investigate your claim. \n\nIf you have additional questions, please contact the NetSpend Customer Service Department at XXXX during normal business hours. \n\nSincerely, NetSpend Dispute Resolution Department XXXX. XXXX  XXXX XXXX, TX XXXX This message was sent to you because of changes, updates, or transactional activity on your Netspend Prepaid Card Account. Netspend is required to send you such notifications regardless of your unsubscribe status. Please do not reply to this message. \nNetspend.com | Privacy Policy | Update Email To ensure inbox delivery of Netspend Card emails, add XXXX to your contacts. \n\nThe Netspend Visa Prepaid Card is issued by XXXX, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Netspend , a  XXXX XXXX , is a registered agent of XXXX  . Card may be used everywhere Visa debit cards are accepted. Certain products and services may be licensed under U.S. Patent Nos. 6,000,608 and 6,189,787. Use of the Card Account is subject to activation, ID verification, and funds availability. Transaction fees, terms, and conditions apply to the use and reloading of the Card Account. See the Cardholder Agreement for details. \n\n& copy XXXX XXXX XXXX XXXX, XXXX All rights reserved worldwide. XXXX and Netspend are federally registered U.S. service marks of XXXX XXXX XXXX , XXXX All other trademarks and service marks belong to their owners. \n\nNetspend XXXX. XXXX  XXXX, XXXX, TX XXXX The letter I sent when I find out I have no money - It was emailed XX/XX/XXXX to PayPal and to Netspend : Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Inbox x XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX  to disputedocuments, me Re :  Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX To Whom It May Concern, This letter was just sent to PayPal and will be sent shortly to all the names listed below. \n\nHere is some VERY important information that you should take very seriously - I will be sending this same information to the folks at Netspend as well. Once I do that, I will be taking all the information surrounding the freezing of my PayPal Prepaid Mastercard Account and the other accounts affiliated with the account to : 1. Social Security Administration 2.The Consumer Finance Protection Bureau 3 . National Consumer Law Center, Washington DC 4. XXXX XXXX XXXX XXXX XXXX 5. XXXX XXXX XXXX 6. State of Wisconsin Office of Attorney General 7. The Department of Financial Institutions - Division of Banking Why? Because the  PayPal Prepaid Mastercard Account olds my Social Security Income and my Social Security Income is EXEMPT ACCORDING TO FEDERAL LAW FROM BEING WITHHELD, GARNISHED, LEVIED under ANY circumstances by ANYONE with the exception of the Federal Government and Child Support. Second to that is Netspend nor PayPal followed ANY of the procedures stated by law necessary before simply locking me out of any source of income whatsoever. Thirdly, Netspend 's reason for doing this is nothing more than a continuation of unethical, unprofessional and unprincipled business practices. By illegally authorizing a rental car company to force post {$1100.00} on to a prepaid debit card containing a {$500.00} balance in XXXX. A transaction I knew NOTHING about until yesterday and a transaction I never approved nor authorized. Netspend, a company becoming fastly known as disreputable, never once notified me of a 300 % overdraft on a {$500.00} prepaid debit card intended for one use. NEVER! Instead they have snuck around the last several weeks slowly cutting access off to all of my PayPal accounts, my XXXX XXXX and as of yesterday, I find my MAIN account, my Paypal Prepaid Mastercard Account LOCKED. This account receives my Social Security Deposit EVERY SINGLE MONTH! As a result of this stunt, I have NO money, my rent check bounced today, I've two bills that have already bounced with a slew more lining up. This will damage my credit. Currently I don't even have a XXXX  to go buy milk, if milk cost a XXXX. I am in need of food for my XXXX animals, medications for myself and the right to continue living like anyone else in this world does. \n\nWhy? Why would ANYONE approve a 300 % overdraft on a prepaid debit card that has been registered less than an hour. WHY? WHY would anyone approve a prepaid overdraft of that magnitude in the first place ANYWAY? WHY, WHY did Netspend not contact me immediately after the transaction occurred? WHY? Why did/does Netspend think I'm the one who is supposed to pony up to someone's authorization of such and egregious amount, not to mention action. WHY, WHY did Netspend not see red flags and fireworks or when they DID see the red flag and fireworks, protect me - ME their customer? WHY, WHY am I being chased for a transaction I did not know about much less authorize? WHY? Does the Prepaid Debit Card not have Visa 's Zero Liability Coverage? If it does, WHY is Netspend trying to get money out of me? WHY didn't Netspend reverse a charge of that magnitude IMMEDIATELY? WHY? More importantly, WHY was it let through to begin with? WHY, WHY didn't PayPal due their DUE diligence by seeing the fact my account was/is exempt from this unprofessional activity by virtue of the fact it contains GOVERNMENT BENEFITS! WHY? Doesn't anybody do their jobs anymore? WHY, WHY did neither company comply with the laws surrounding the freezing of someone's bank accounts? WHY? They had/have a legal obligation AFTER receiving a notice of garnishment ( which never existed ) or notice of Judgement from a court ( which never existed ) to provide me with the results of it's review! The law clearly states that my accounts can not be frozen without a court order. PERIOD. May I remind you here that I DID NOT HAVE A SINGLE CLUE  ANYTHING HAD OCCURRED - NOT A SINGLE CLUE SOME FOOL MANAGED TO OBTAIN {$1100.00} off a {$500.00} Prepaid Debit Card. Moreover, it was also PayPal 's job aside from informing me of some sort of court order, but the date the order was received, a brief explanation of the garnishment, an explanation of PayPal 's responsibility to protect my federal benefit payments that are direct deposited during the look back period and keep them accessible to ME. ( Yes, PAYPAL and NETSPEND need to learn a lot here! ). PayPal and Netspend, particularly PayPal was supposed to protect my account. PayPal DID NOT. I have been locked out of this account along with my PayPal accounts for some time it would appear. As far back as XX/XX/XXXX when I woke up to a strange email message that someone has cancelled their billing agreement with XXXX. It was odd and I had begun having trouble logging in to that account around the same time. Then within the last 10 days I get another strange email telling me my Prepaid MasterCard for THIS account was no good and couldn't be used in XXXX XXXX. NOW I am growing concerned over these odd occurrences. Jump forward to this weekend and everything becomes apparent starting with my intent to list auctions on XXXX - The email address I had formerly used at PayPal to get paid wasn't any good. Then I see a hold on my XXXX XXXX XXXX XXXX  XXXX PayPal account, followed by coming to this ( my PayPal Prepaid Mastercard account ) after 4 attempts to make an online purchase Friday night was declined with a XXXX balance in the account. My anxiety over this series of events started mounting. It wasn't until I spoke with PayPal yesterday, that the entirety of Netspend 's deceptive practices came to fruition. Out of know where I am told I owe Netspend 700+ dollars from another account!! I don't HAVE a Netspend Account. I ask myself how is this possible, I used a XXXX PREPAID card. \n\nAccording to Netspend 's website, and disclosure notice : 1 ) your account is LIMITED to the funds you have loaded on the card. 2 ) You may not exceed the available amount in your Card Account through and individual transaction or a series of transactions - unless WE DECIDE ( meaning you- NETSPEND ) in our sole discretion, to approve such transaction ( s ) and that is only true if you have qualified for \" Purchase Cushion Coverage ''. 3 ) If you do not have enough funds in your account you can instruct a merchant to conduct a split transaction. If you fail to inform the Merchant that you want to do this, your card is likely to be declined. 4 ) In bold letters No OVERDRAFT/Credit Feature. 5 ) If you meet our eligibility requirements, we may authorize negative balances resulting from PIN-based and signature based transaction initiated through our third party bill pay service providers ... .... you may receive only one XXXX negative balance allowance at a time.  Negative balances are approved at our discretion on a per transaction basis. We approve ... .on our authority ... ... ..if we decide, if we authorize ... ... ... That's prevalent throughout your paperwork. No Credit. No Overdrafts, Spend only what's on the card followed by any and everything happens with your approval or authorization which leaves me to ask, WHO THE XXXX THEN, AUTHORIZED AN {$1100.00} CHARGE AGAINST A {$500.00} PREPAID LESS THAN AN HOUR OLD DEBIT CARD? then did NOTHING to protect much less notify AT ANY POINT along the way, me, your customer. \n\nWhy is a prepaid debit called a PREPAID Debit card if ANY amount can be taken off it while XXXX  the individual who owned it. WHY? What is the point of the XXXX card? I intended for the card to be used ONE time and one time only. The merchant was having trouble getting her computer to accept the forms of payment and finally after much struggling said she got it through but did not get any authorization. She handed me back the card, told me the number of the debit card was on file in the system. She furthered her statement by saying she had XXXX  out the contract so the car could be re-rented however she would get in trouble for doing so but she had to clear the car for rental and things would need to be continued. She KNEW the card had a XXXX maximum limit. Unintending any further usage of the card, I had no reason to check it. I cut it up, disposed of it and did not activate the printed version of the card that came to my home. \n\nWhat concerns me all the more is Netspend blocked another card I purchased within 24 hours of my purchasing it insisting on more intensive proof I was who I said I was. It took me weeks of fighting to get my money back, and not without incurring financial problems, unpaid rent, forced to travel with no money, exacerbated health issues and countless hours of no sleep while doing just what I am doing now - fighting to not get ripped off ONCE again. Netspend, the company who put me through identity XXXX just a mere 6 weeks  ago authorized someone to come in an overdraft another card by 700 + dollars, doing nothing about it, other than 6 weeks later illegally intercepting my Social Security XXXX Income bank account, cut off any and all access I had to get any money by blocking all my paypal accounts followed by now attempting to extort the overdrafted amount THEY caused, out my my own funds. \n\nHow disgraceful is it for a corporation to have XXXX complaints registered with the XXXX XXXX XXXX over the last 3 years. How disgraceful is it for a corporation to be plastered all over the web as the only company to take great steps to fight the placement of the Consumer Financial Protection Bureau 's PrePaid Debit Card Law ( April 2017 ) designed to protect consumers from any hidden terms or overdraft fees on prepaid cards. How disgraceful are you to pay hundreds of thousands of dollars to solicit political favors from the Republican party so in term you could use them as a way of getting rid of it. Some would call that a quid-pro-quo wouldn't they. \n\nBottom line, Netspend NOR PayPal should have EVER Frozen/locked ANY of my accounts. And the process by which they chose to do so clearly violates my rights and the law. \n\nMy Social Security is protected by the Federal Government! therefore, PayPal/Netspend has until XXXX XXXX today, XX/XX/XXXX to restore complete and full access to my accounts - ALL my accounts, including access to my money or all XXXX is going to break loose because I will go to any and every source I can, any source I think may have a hand in restoring access to my GOVERNMENT PROTECTED ACCOUNTS followed by any source that will take action to stop this unprincipled behavior against any other individuals and any source that will advise and assist me in the filing of charges against Netspend and any other parties deemed involved for damages I have sustained from Netspend 's unprofessional, shady and self servicing practices since XXXX of XXXX. You should be advised that this letter will be distributed to all parties listed above, not just PayPal and Netspend and will be done almost immediately after I sign it. \n\nVery truly yours, XXXX XXXX XXXX XXXX After XXXX XXXX \n\n\nThis was also sent to the XXXX  : XXXX  Complaint Case # XXXX ( Ref # XXXX ) Inbox x XXXX XXXX XXXX   <XXXX> Tue, XX/XX/XXXX, XXXX XXXX to me Complaint ID # : XXXX Business Name : PayPal , Inc . \n\nThank you for contacting XXXX. Your complaint was received by XXXX  on XX/XX/XXXX and has been assigned case # XXXX our files. Please make a note of this number for future reference. \n\nYour complaint has been applied to the following business : PayPal , Inc . \nXXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX The case has been reviewed and has now been forwarded to the business for their response. This business has until XX/XX/XXXX to respond to your complaint. You may contact our office after XX/XX/XXXX to check the status of your complaint. \n\nWe encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address : http : XXXX. \n\nSincerely, XXXX XXXX Complaint Specialist XXXX  Complaint Department This is the first response from Netspend : On XX/XX/XXXX, at XXXX XXXX, Corporate Customer Response Team <XXXX> wrote : >> >> Account Reference Number : XXXX and XXXX >> Dear XXXX, >> Hello my name is XXXX and I am part of the Presidents Corporate Response Team. I will be assisting you any concerns or questions you may have. \n\n\n>> The reason that your account is overdrawn {$730.00} is because XXXX XXXX force posted a transaction on to your account. Since the merchant has obtained your card number, the merchant can sometimes force a transaction to post ( collection ) on your account. In the event this happens, we can open a dispute or you can contact the merchant to resolve the agreed payment. \n\n\nDo keep in mind that the block has been removed from your account ( XXXX ) however, our team can potentially close all your accounts if this balance is not paid. \n\n\n>> If you have additional questions or concerns, please do not hesitate to contact me at the phone number below. \n\n\n>> Thank you, XXXX XXXX Sr. Customer Experience Analyst Netspend, a XXXX XXXX XXXX, TX Office : XXXX Hours : Monday- Tuesday : XXXXXXXX XXXX to XXXX XXXX CST Thursday- Friday : XXXX XXXX to XXXX XXXX. CST Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain  information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\nThis is the last correspondence between myself and Netspend as of today - Important Account Information XXXX  XXXX XXXX Ref. #  XXXX << Reference ID : XXXX >> Inbox x NETSPEND RIP OFF x Corporate Customer Response Team <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  to me, XXXX, XXXX Dear XXXX XXXX Although I have been unable to speak with you, I wanted to follow up on your dispute claims. \n\n1. When investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that our customers receive when opening an account. We have reviewed your claims and have determine they are being handled correctly. \n\n2. The dispute claim XXXX was opened on XX/XX/XXXX. The claim will be updated on XX/XX/XXXX. The update timeframe for a new account is twenty business days. The letter of dispute must be received in the first ten business days for you to be eligible for provisional credit. \n\n3. The letter of dispute has been received for the claim XXXX. \n\n4. Due to the large negative balance on account XXXX, ( {$730.00} ), our Recoveries Team blocked your other Netspend accounts on XX/XX/XXXX. Those blocks were removed after you opened the dispute claim. \n\n\nIf you have any further questions or concerns, please feel free to contact me at the number below. \n\n\nThank you, XXXX XXXX XXXX Customer Experience Specialist Netspend a Global Payments Company XXXX XXXX Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\n\nXXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate I received a bill from Budget to the tune of {$1100.00} with a letter stating you rescinded approval for the charge they placed on account XXXX. Where is the original {$500.00} I paid for and put on that card on XX/XX/XXXX? Why hasn't it been returned to me? XXXX XXXX letter is dated XX/XX/XXXX which means you reversed the charges prior to XX/XX/XXXX. Today is XX/XX/XXXX. Do I need to file more complaints with the XXXX  and The Consumer Financial Protection Agency, The Wisconsin Department of Agriculture, The Federal Trade Commission and the State of Wisconsin Attorney General 's Office? That money should have been returned to me immediately once you rescinded the force post XXXX did to that account without my authorization, approval or knowledge. You have until Friday to get my money returned to me or I will begin contacting all the agencies listed above. \n\nSincerely, XXXX XXXX XXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate One last thing - I do NOT have any accounts with you. I purchased 3 cards for ONE time use. I have not activated any permanent card ( s ) you sent me nor do I intend to. I have never had an account with you - I have only purchased your prepaid gift cards for a single use. Therefore please stop referring to my having an account with you like it's ongoing and we have some sort of relationship - it isn't, it never was. I have subsequently closed all my PayPal accounts except one which will also be closed once my Social Security Deposit hits my new bank accounts. Because of your business practices,  PayPal lost a customer of 8 - 10 years. I will not do business with any company associated with you in any shape or form whatsoever. Stop holding money that isn't yours to hold, at least that's what your email suggests by some claim updates by XX/XX/XXXX ... .and 20 days something or other for account holders. Let me repeat myself - I DO NOT HAVE AN ACCOUNT WITH YOU. If my money hasn't been refunded by XXXX  Thursday night, XX/XX/XXXX, I will proceed with the filing of this entire fiasco to the appropriate state and federal agencies already mentioned in my prior email. \n\nSincerely, XXXX XXXX I want my money NOW - enough of this crooked company! Someone needs to please put them out of business!. \n\nThank you, XXXX XXXX","date_sent_to_company":"2020-03-28T09:42:54.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"53214","tags":null,"has_narrative":true,"complaint_id":"3584415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2020-03-28T08:20:06.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["Do keep in mind that the <em>block</em> has been removed from your account ( XXXX ) however, our team can potentially <em>close</em> all your accounts if this balance is not paid. \n\n\n>> If you have additional questions or concerns, please do not hesitate to contact me at the phone number below. \n\n\n>> Thank you, XXXX 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