{"took":299,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":39,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2892636","_score":25.504332,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint number : XXXX Date submitted to CFPB : XX/XX/XXXX Date sent to company : XX/XX/XXXX Product : Checking or savings account Issue : Problem with a lender or other company charging your account The bank has not mailed me a check as promised since last week. The bank has shorted the amount to be refunded to me by {$45.00} and {$68.00}. These charges are bank issued charges for NSFs caused by unauthorized transactions. The promised money order for {$72.00} has not been received. The total amount to be refunded should be {$180.00} Please make a sincere effort to resolve this issue. \nRespectfully, XXXX XXXX and XXXX XXXX","date_sent_to_company":"2018-05-03T18:34:03.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"85017","tags":"Servicemember","has_narrative":true,"complaint_id":"2892636","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIRSTBANK","date_received":"2018-05-01T19:03:29.000Z","state":"AZ","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Complaint number : XXXX Date submitted to CFPB : XX/XX/XXXX Date sent to company : XX/XX/XXXX Product : <em>Checking</em> or <em>savings</em> <em>account</em> Issue : <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> The bank has not mailed me a <em>check</em> as promised since last week. The bank has shorted the amount to be refunded to me by {$45.00} and {$68.00}. These <em>charges</em> are bank issued <em>charges</em> for NSFs caused by unauthorized transactions. The promised money order for {$72.00} has not been received."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["<em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[25.504332,"2892636"]},{"_index":"complaint-public-v1","_id":"5117757","_score":23.175514,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"While in XXXX a restaurant used my credit card for over XXXX dollars. This is a continuation of : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2022 PRODUCT Checking or savings account ISSUE Problem with a lender or other company charging your account I have submitted documentation to all of my accounts and awaiting responses from XXXX, XXXX XXXX XXXX XXXX and Chase. It is utterly impossible and have retained a lawyer ( XXXX ) as well as filed a police report about the theft. I have contacted Chase in an effort to clear this up. As a result of this theft BOTH of my credit cards with Chase and XXXX have been closed due to my credit score going from XXXX to XXXX as explained to me by a representative of XXXX XXXX.","date_sent_to_company":"2022-01-17T22:29:31.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"10011","tags":null,"has_narrative":true,"complaint_id":"5117757","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-01-17T22:21:03.000Z","state":"NY","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This is a continuation of : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2022 PRODUCT <em>Checking</em> or <em>savings</em> <em>account</em> ISSUE <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> I have submitted documentation to all of my <em>accounts</em> and awaiting responses from XXXX, XXXX XXXX XXXX XXXX and Chase. It is utterly impossible and have retained a lawyer ( XXXX ) as well as filed a police report about the theft. I have contacted Chase in an effort to clear this up."],"issue":["<em>Problem</em> with a purchase shown on your statement"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[23.175514,"5117757"]},{"_index":"complaint-public-v1","_id":"2273320","_score":19.474697,"_source":{"product":"Bank account or service","complaint_what_happened":"I keep contacting the CFPB regarding unlawful fees that TD Bank keeps taking out of my account. Not only did TD bank not refund all the unlawful fees that they took from my account they keep taking. I was told by the banker who opened my account at the time that I would pay no fees if I keep a minimum balance of XXXX $ in my checking account and make a monthly payment to a saving account of XXXX $ that I will no pay any fees on. I was misinformed by the Bank they where taking XXXX $ from my personal account and XXXX $ per month from my savings account. After filling a complaint with the CFPB in the past some of the unlawful fees where refunded to me. However XXXX stated that it was worng. They are now doing the same thing again charging me with a XXXX $ maintance fee that they said it was a mistake and they will fix it. I keep saying it but my voice is not heard TD bank discriminates on the basis of religion and national origin they want me to close my account because I have a heavy XXXX accent so they cause a lot of problems with my account. They also discriminate when it comes to credit they decline credit for me when other lender would approve. I hope that the CFPB will investigate this bank for its unfair practices.","date_sent_to_company":"2017-01-04T21:52:13.000Z","issue":"Account opening, closing, or management","sub_product":"Savings account","zip_code":"07052","tags":null,"has_narrative":true,"complaint_id":"2273320","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2017-01-03T21:24:03.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I keep saying it but my voice is not heard TD bank discriminates on the basis of religion and national origin they want me to close my <em>account</em> because I have a heavy XXXX accent so they cause a lot of <em>problems</em> with my <em>account</em>. They also discriminate when it comes to credit they decline credit for me when <em>other</em> <em>lender</em> would approve. I hope that the CFPB will investigate this bank for its unfair practices."],"product":["Bank <em>account</em> or service"],"issue":["<em>Account</em> opening, closing, or management"],"sub_product":["<em>Savings</em> <em>account</em>"]},"sort":[19.474697,"2273320"]},{"_index":"complaint-public-v1","_id":"20334999","_score":19.067621,"_source":{"product":"Checking or savings account","complaint_what_happened":"Product : Checking or Savings Account Issue : Problem with a lender or other company charging your account Company : Navy Federal Credit Union Complaint : I am filing a complaint regarding an unauthorized withdrawal ( Savings Adjustment Debit ) in the amount of {$2000.00} taken from my account on XX/XX/year>, immediately after my federal tax refund was deposited. \n\nThis action was taken by Navy Federal Credit Union without prior notice or a clear explanation at the time of withdrawal, causing immediate financial hardship and preventing me from covering essential living expenses. \n\nThe funds appear to have been applied toward an alleged debt that is over XXXX years old. I dispute the validity, enforceability, and amount of this debt. Due to the age of the account, it may be beyond the applicable statute of limitations, and I question whether Navy Federal Credit Union has the legal authority to enforce collection through account offset in this manner. \n\nAdditionally, I have not been provided with sufficient documentation to validate : - That Navy Federal Credit Union currently owns the debt - That the amount collected is accurate - That I agreed to the specific terms allowing this type of offset under these circumstances I am requesting : 1. Full validation of the alleged debt, including account history and ownership 2. A copy of the agreement authorizing this offset 3. A detailed explanation of how the amount of {$2000.00} was calculated 4. A review of this action due to financial hardship and consideration of a full or partial refund This situation has caused significant financial distress, and I am seeking a fair resolution. \n\nI expect a timely and thorough response to this complaint. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-03-17T15:48:40.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Savings account","zip_code":"28216","tags":"Servicemember","has_narrative":true,"complaint_id":"20334999","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-03-17T15:33:56.000Z","state":"NC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Product : <em>Checking</em> or <em>Savings</em> <em>Account</em> Issue : <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> Company : Navy Federal Credit Union Complaint : I am filing a complaint regarding an unauthorized withdrawal ( <em>Savings</em> Adjustment Debit ) in the amount of {$2000.00} taken from my <em>account</em> on XX/XX/year>, immediately after my federal tax refund was deposited."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["<em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em>"],"sub_product":["<em>Savings</em> <em>account</em>"]},"sort":[19.067621,"20334999"]},{"_index":"complaint-public-v1","_id":"8835772","_score":18.32714,"_source":{"product":"Checking or savings account","complaint_what_happened":"I originally filed a complaint against Truist and XXXX, and have just received their stupid and fraudulent response : XXXX SUBMITTED ON XX/XX/year> PRODUCT Checking or savings account ISSUE Problem with a lender or other company charging your account Please note, I don't understand how XXXX and Truist began mailing \" documents '' in the same envelope when the real XXXX does not. \n\n1. I recently contacted my old employer, XXXX XXXX, and asked the Payroll manager who is XXXX. She told me that my \" tax person '' did not do my paperwork for the IRS correctly that is why XXXX needed for me to pay my taxes. Please note, I have never been a \" payroll person '' -- I am a XXXX. If there were any errors on my taxes before being issued my checks for my job, I had nothing to do with the overall framework of preparing checks for employees. ( I am attaching that conversation ). \n\n2. Regarding Levy Garnishment obtaining permission to enter my son 's checking account which he owns, I NEVER authorized that as the rep from Truist insinuated I did. Therefore, I would like Truist to return my son 's {$410.00} that they took without permission or authorization from me. I have never owned my son 's account because he was old enough to open the account for his use. \n\n3. I would like Truist to provide proof that my son and I own a safe deposit box with the bank. We do not own any safe deposit box ; therefore, I would like to be reimbursed for the {$120.00} that Truist illegally took from my son 's account.\n\n4. I also would like to have the {$1000.00} that was removed from my checking account that left me with {$26.00}.","date_sent_to_company":"2024-04-24T04:17:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"281XX","tags":null,"has_narrative":true,"complaint_id":"8835772","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-04-24T03:43:52.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I originally filed a complaint against Truist and XXXX, and have just received their stupid and fraudulent response : XXXX SUBMITTED ON XX/XX/year> PRODUCT <em>Checking</em> or <em>savings</em> <em>account</em> ISSUE <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> Please note, I don't understand how XXXX and Truist began mailing \" documents '' in the same envelope when the real XXXX does not. \n\n1. I recently contacted my old employer, XXXX XXXX, and asked the Payroll manager who is XXXX."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[18.32714,"8835772"]},{"_index":"complaint-public-v1","_id":"10101589","_score":18.182175,"_source":{"product":"Checking or savings account","complaint_what_happened":"DELAY DELAY DELAY - No End in SIGHT A resolution to this matter has been pursued since XXXX. My company small disadvantaged business has suffers surmountable financial damages to the point of having to go out of business. Below is a copy of the latest complaint for recent insight to this ongoing matter as a brief description concerning this matter would be far to lengthy to describe here via this complaint. \nXXXXXXXX COPY XXXX complaint OPEN Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Checking or savings account ISSUE Problem with a lender or other company charging your account We received your complaint. Thank you. \nWe will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. \nYOUR COMPLAINT I received a letter from Wells Fargo dated XX/XX/XXXX, which after reading it indicated that Wells Fargo Bank has provided false and defamatory information to me as a consumer which calls for a third party financial XXXX and XXXX XXXX XXXX XXXX to investigate this issue. The XXXX would confirm that in fact XXXX of its Banks employees secretly opened accounts using my business and personal information, and was in turn fired for his action. Moreover, a fair and honest assessment of consumer damages must be discussed in order to cover damages, caused to my business and me personally. Previous Correspondence : Wells Fargo state that \" We hold all of our employees to the highest possible standards of ethics and business conduct and expect them to comply with all applicable laws, rules, and business regulations. '' However, the original complaint concerning breach of the business account came in XXXX whereby the employee was terminated, but Wells Fargo to date have not investigated financial hardship of the damage to the business credit from the breach not sought to contact the company concerning the matter. The employee who assisted with opening the business checking account at the XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX branch location. Records must show the circumstances of the breach of the account and the actions taken. If not this is another violation that should be thoroughly investigated for accuracy and other violations. Incorrect : Our Firm does not and have not opened a Business Market Rate Savings account ending in XXXX opened on XX/XX/XXXX, and closed on XX/XX/XXXX, due to no customer-initiated activity for XXXX days. Wells Fargo should acknowledge and revisit the employee 's breach of the business account back in XXXX, and seek to make the company hole from the damage of business stability for function financially from the damage of actions of that employee who was terminated because of the unauthorized breach of the business account in addition to the aftermaths of pre-mature overdraft protection charges stemming from such damages to date.. This is a continuing issue by Wells Fargo stemming from XX/XX/XXXX, perhaps the company 's most notorious scandal, Wells Fargo employees were caught creating millions of savings and checking accounts for customers without their knowledge or approval after being pushed by their superiors to cross-sell products.","date_sent_to_company":"2024-09-12T15:05:52.000Z","issue":"Opening an account","sub_product":"Other banking product or service","zip_code":"30349","tags":"Older American","has_narrative":true,"complaint_id":"10101589","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-09-12T14:29:46.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["XXXXXXXX COPY XXXX complaint OPEN Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT <em>Checking</em> or <em>savings</em> <em>account</em> ISSUE <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> We received your complaint. Thank you. \nWe will review your complaint."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Opening an <em>account</em>"],"sub_product":["<em>Other</em> banking product or service"],"sub_issue":["<em>Account</em> opened without my consent or knowledge"]},"sort":[18.182175,"10101589"]},{"_index":"complaint-public-v1","_id":"12769430","_score":17.972902,"_source":{"product":"Checking or savings account","complaint_what_happened":"COMPLAINT ID XXXX SUBMITTED ON XX/XX/year> PRODUCT Checking or savings account ISSUE Problem with a lender or other company charging your account I am filing another complaint against 5/3 bank due to inaccurate statements they made regarding the above reference first complaint. \n\nThey stated on XX/XX/year> as a response to the above claim that the claim was denied due to the following : Our records indicate the activity is consistent with the location, type, or amount of purchases you have made in the past ; therefore, the dispute was denied. \n\n\nThis is inaccurate. The fraudlant activity began XX/XX/year> and continued for several days until all of my funds and an overdraft of {$3400.00} was the balance of my account. There should have be no previous credits on my account like the ones that were done for several days. I would attach the statements to prove this, but 5/3 bank closed the account. All 5/3 bank provided was the fradulant activity and not the suppose purchases that were made in the past. Also, they did not even mention the fact that the account was overdrawn and I did not authorize overdraft protection. \n\nPlease explaoin why the CFPB closed this claim without me being able to respond? You just took their word for it, which is inaccurate. Again, my account was depleted off all of the funds plus an overdraft of approximately {$3400.00} that I did not authorize or do on my own. Now 5/3 bank has turned me over to collections for the unpaid balance which again I did not do or authorize.","date_sent_to_company":"2025-04-01T21:05:31.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"49601","tags":"Servicemember","has_narrative":true,"complaint_id":"12769430","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-04-01T20:48:20.000Z","state":"MI","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["COMPLAINT ID XXXX SUBMITTED ON XX/XX/year> PRODUCT <em>Checking</em> or <em>savings</em> <em>account</em> ISSUE <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> I am filing another complaint against 5/3 bank due to inaccurate statements they made regarding the above reference first complaint."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["<em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[17.972902,"12769430"]},{"_index":"complaint-public-v1","_id":"7779482","_score":17.51615,"_source":{"product":"Checking or savings account","complaint_what_happened":"I want to be clear. This issue is a violation of my consumer rights under the FCRA. It affects millions of people and is done intentionally to restrict certain demographics access to financial services that would otherwise be available to them if it wasnt for this intentional restriction of their information by CASHAPP and its partners. \n\nUnder the FCRA its is clear that American consumers have the right have their information reported fairly and accurately and and at their request. What if consumers were not able to share their financial information with other financial institutions and consumer financing companies or other resources that are in place to help people acquire loans, jobs, renting a place to live, or other similar products and services that that should otherwise be available to them simply because they are not able to share their accurate income or prove they have direct deposit or show they have consistent cash flow going in and going out of their checking accounts? What if they were unable to adequately prove they paid certain bills on time and as a result were unable to raise their credit score like millions of other Americans do by proving they pay bills on time by linking their checking accounts to major credit bureaus or other consumer centric companies that are their to help boost peoples abilities to access credit and financing so they can be more productive and live happier more financially stable lives? \n\nWell this restriction of information is EXACTLY what CASHAPP and its partner banks are doing. They are 100 % doing it intentionally for what I could only make out to be a form of financial oppression and control over certain demographics of Americans which include people with low incomes, credit problems, banking issues, immigrants, people that collect government benefits or other societal negatives that would put them in a lower class and higher risk category than people who do not have these issues. These demographics are extremely vulnerable to financial oppression by big financial companies and they are the targets of malicious and life changing actions that are felt throughout the economy and the world in ways that arent seen in a snap shot but drawn out over time and they keep people down. \n\nCashApp refuses to allow its customers and account holders share their financial information such as direct deposits, account balances, average daily balances, monthly income, bill pay consistency, other income that may not be directly deposited like side job income, tips, cash payments for other goods or services. They do this by not allowing access to their API keys with companies like XXXX which surely has to be aware of this. Consumers are asked to link their personal checking and savings accounts to many many different companies to verify their livelihood and show they are responsible and they do this to show they are not high risk for lending or other services. There are a million reasons why we link our checking accounts and bank accounts to other companies and most all of those reason will provide the person linking them with some sort of benefit from doing so. Usually a monetary benefit or credit benefit. When consumers cant link their accounts, just like every single account holder with cash app, they are not allowed to participate in these benefits. \n\nMost of cashapps customers have their pay directly deposited. They have savings accounts, debit cards, monthly statements, cash app is linked to everything for their own benefit. But when it comes to allowing their customers to benefit they wont allow it. Since most of cashapps customers have no other viable options for banking, they are in a way forced to be stuck to cash apps restrictions. CashApp makes things simple for its users, why? Because CashApp knows that when people that arent tech savvy to begin with get used to something simple, even if their customers had another option it would be difficult to use another similar product or service do to the higher technical abilities it would require. \n\nCashApp is robbing people including myself, of their lives, its robbing them of their ability to flourish or be included in things that are required in our society to strive. \n\nI deposit thousands into my cash app account every month and I cant prove it to anyone. I have a business account with CashApp also and I cant prove that I have business income to any other financial institution for business financing. Which if anyone knows about business, proving your revenue is the most important thing required for growth. Cash app charges for every transaction coming in on business accounts and and it charges for every transaction going out of consumer accounts. They have no problem benefiting for the cash flow of American consumers, so why are the American consumers not able to benefit from their own cash flows due to cash apps unwillingness to share their customers personal information which is being always requested and approved by their customers solely? Financial Oppression and its going stop.","date_sent_to_company":"2023-10-31T16:53:39.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"85249","tags":"Servicemember","has_narrative":true,"complaint_id":"7779482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-10-31T15:49:43.000Z","state":"AZ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Consumers are asked to link their personal <em>checking</em> and <em>savings</em> <em>accounts</em> to many many different companies to verify their livelihood and show they are responsible and they do this to show they are not high risk for <em>lending</em> or <em>other</em> services. There are a million reasons why we link our <em>checking</em> <em>accounts</em> and bank <em>accounts</em> to <em>other</em> companies and most all of those reason will provide the person linking them with some sort of benefit from doing so. Usually a monetary benefit or credit benefit."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["<em>Other</em> banking product or service"]},"sort":[17.51615,"7779482"]},{"_index":"complaint-public-v1","_id":"19127213","_score":17.024548,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company : Capital One Financial Corporation Product : Checking or savings account Issue : Managing an account -> Problem with a lender or other company charging your account Complaint Narrative : On XX/XX/year>, I purchased a Cashiers Check from my Capital One checking account ( ending in XXXX ) in the amount of {$41000.00}. \n\nI explicitly paid an additional {$20.00} fee for expedited \" Overnight '' shipping to ensure delivery by XX/XX/year>, as confirmed by Capital One 's \" Estimated Delivery '' notification. \n\nAs of XX/XX/year>, the check has not arrived. XXXX tracking ( XXXX ) shows the package is delayed in Utah, despite the destination being XXXX, PA. \n\nI am filing this complaint due to Capital One 's negligence and Unfair/Deceptive Acts : Breach of Service Agreement : I paid a {$20.00} premium specifically for expedited oversight and delivery. Capital One accepted this fee but failed to deliver the agreed-upon service. When I contacted Customer Service on XX/XX/XXXX ( Agent \" XXXX '' ) to rectify the delay, they refused to contact XXXX to trace the package, stating, \" I am not allowed to do that. '' Negligence as Shipper of Record : As the entity that collected the shipping fee and initiated the shipment, Capital One is the legally recognized \" Shipper of Record. '' XXXX will only accept trace requests/reroutes from the shipper. By refusing to contact XXXX, Capital One is taking payment for a service ( {$20.00} shipping ) while refusing to perform the administrative duties required to fulfill it. \nUnfair Practice ( UDAAP ) : Capital One has debited over {$41000.00} from my account and is holding these funds XXXX. They informed me I must wait XXXX days for a refund if the check is lost. It is an \" Unfair Practice '' to charge a consumer for expedited delivery, fail to ensure that delivery, and then penalize the consumer with a XXXX-month wait time for the bank 's own logistical failure. \n\nDesired Resolution : Immediate Refund of {$20.00} Shipping Fee : The service was not rendered as sold. \nCarrier Intervention : Capital One must immediately contact XXXX to locate and expedite the package. \nWaiver of XXXX-Day Wait : If the check can not be located within XXXX hours, I request an immediate Stop Payment and reissue of funds to the dealership ( XXXX XXXX XXXX ) without the standard XXXX-day indemnity period, as the loss occurred during a paid service workflow managed by the bank.","date_sent_to_company":"2026-01-30T10:37:51.000Z","issue":"Lost or stolen money order","sub_product":"Money order, traveler's check or cashier's check","zip_code":"19355","tags":null,"has_narrative":true,"complaint_id":"19127213","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-30T09:54:30.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Company : Capital One Financial Corporation Product : <em>Checking</em> or <em>savings</em> <em>account</em> Issue : Managing an <em>account</em> -> <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em> Complaint Narrative : On XX/XX/year>, I purchased a Cashiers <em>Check</em> from my Capital One <em>checking</em> <em>account</em> ( ending in XXXX ) in the amount of {$41000.00}."],"sub_product":["Money order, traveler's <em>check</em> or cashier's <em>check</em>"]},"sort":[17.024548,"19127213"]},{"_index":"complaint-public-v1","_id":"9145509","_score":15.851428,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"I became unemployed back in XX/XX/XXXX. During that time, I accrued what's commonly referred to as a PayDay loan from my bank, Fifth Third, and I've been struggling to repay it ever since. Nevertheless, I recognize that this loan ( like maaaany of my other credit endeavors ) was my choice, my mistake and my situation. I have a plan to pay it off by XX/XX/XXXX. \n\nWith my PayDay loan maxed out, and only {$16.00} in my checking account, I transferred money from an external savings account to my Fifth Third checking so I could get gas and groceries until pay day next Friday, XX/XX/XXXX. However, when the funds were transferred to Fifth Third, they took the money as a contribution toward the PayDay loan and applied the {$250.00} balance there. \n\nI called to explain that this wasn't a direct deposit from my employer, ( who happens to be the same financial institution that the funds were coming from ), but that it was a transfer from a savings account to my checking for essentials. I asked them to place the money back in my checking. They essentially told me 'tough luck ', but you can take another draw on the PayDay loan tomorrow... for which they'll naturally assess a fee, I pointed out, and that would not give me access to necessary funds today. \n\nI've since discovered that Fifth Third is charging me an exorbitant amount of fees monthly, again, for which I'm sure I'm responsible for not reading the fine print. This is a banking institution that I've been with since roughly XXXX. I've always been told that they were considered 'fee heavy ', conservative lenders, but since I've had only a few minor problems with them over the years, I chose to ignore it. Today was the last straw. \n\nI know PayDay loans are legal, but they are without a doubt, predatory, and Fifth Third 's is no exception. Today I was told by my financial institution that they cared more about placing me into additional financial hardship when I'm vulnerable than they did about my ability to eat and put gas in my car to get to work. In XXXX, I'm going to close as many of my accounts with them as I can and after 15 years of banking with them, I can honestly say I'll never bank with them again. I doubt anything they can say or do will change my mind at this point. \n\nI'm only filing this complaint 1. Because Fifth Third conveniently dropped my call when I asked to be transferred to the disputes department, and it's actually extremely difficult to file a written complaint with them. I guess if one 's complaint process isn't all that transparent, one probably receives fewer complaints ... 2. I really hope the CFPB is monitoring what Fifth Third is up to these days. I can not be the first and only person they've done this to. Unless you make a certain percentage of money or investments, they don't actually care about you.","date_sent_to_company":"2024-05-31T15:57:48.000Z","issue":"Can't stop withdrawals from your bank account","sub_product":"Payday loan","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"9145509","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2024-05-31T15:36:10.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Nevertheless, I recognize that this loan ( like maaaany of my <em>other</em> credit endeavors ) was my choice, my mistake and my situation. I have a plan to pay it off by XX/XX/XXXX. \n\nWith my PayDay loan maxed out, and only {$16.00} in my <em>checking</em> <em>account</em>, I transferred money from an external <em>savings</em> <em>account</em> to my Fifth Third <em>checking</em> so I could get gas and groceries until pay day next Friday, XX/XX/XXXX."],"issue":["Can't stop withdrawals from your bank <em>account</em>"]},"sort":[15.851428,"9145509"]},{"_index":"complaint-public-v1","_id":"6003971","_score":15.444822,"_source":{"product":"Checking or savings account","complaint_what_happened":"I mobile deposited a check from XXXX for a balance transfer designed for my Huntington Credit card. I spoke with XXXX about the process. They confirmed the process as legit. Huntington put a hold on it on XX/XX/22 which I then contacted Huntington to explain what the check was for with verifiable numbers and dates etc. After a few levels of customer service managers they agreed to reverse any interest incurred for the hold. That was acceptable to me at that point. Two days later I attempted to access my online banking and was receiving errors. I called and first heard an automated system telling me my checking account was XXXX balance. I soon get through to a representative that informs me that my accounts were froze. I had no calls or notice through phone or email that this had been done. Along with my personal access I manage my business access and no longer had access to that as well. That Friday XX/XX/22 I spend a very long time which I can document explaining my problem and attempting to get through to their fraud department. This could have been handled simply if they made any attempt to contact me and verify my information. At the end of Friday I spoke with XXXX an upper level supervisor who still could not help me. He put me through to his boss XXXX voicemail. I never received a call from her. The following week I waited and then I started receiving notifications from autopay set up with other institutions. I also on Tuesday XX/XX/22 at XXXX XXXX received an email telling me the hold on the check was removed. When I called the bank it still showed my account balance as XXXX and I still didnt have online access. When calling again i was told the email I received was auto generated and my accounts still havent been cleared. In the mean time I am trying to go about my days as a busy XXXX and cant spend that much time tied up on the phone. I have records of 40+ minute calls and many others. XX/XX/22 I started my own XXXX XXXX XXXX to which I got an immediate response. That tells me Huntington only cares about what is in the Public eye. Then they will respond. I was then on the phone with managers when the upper manager XXXX finally calls me back 6 days after I left her the original voicemail XX/XX/22. At that point I asked her if she could get me to the fraud department. No. So since I was already on the phone and working with an online person through XXXX I hung up. Apparently a senior customer service person isnt that concerned enough to call until 6 days later. So by the end of XX/XX/22 after 6 hours of attempts I was finally able to get my accounts unlocked by the online person and the phone manager whom is apparently in XXXX charge finally was able to get my online access back. \n\nSince then I have spoken with XXXX In the advocacy department and she was able to reverse interest on the credit card and credit me a couple late fees that occurred from being locked out. \n\nI have asked to be contacted by the VP of operations or the executive in charge of this process. I want a plausible explaination of why this happened in the first place and why there is no direct connection to the fraud department when basically you are being looked at as a criminal. That they absolutely refuse to contact me the consumer and verify any information. I understand fraud is a serious thing but to not have a platform to be able to clear it up in a timely manner is unacceptable. It should have been cleared up on XX/XX/22 or XX/XX/22. My accounts should have never been locked out if I explained what the check was for and had documentation. Every time you call you go through the same verification. Process. I was even willing to go to a branch with multiple ID forms to verify who I am and what I was doing. To have to explain the situation and argue with customer service reps one after the other over and over to get to the next level and and the next is ludicrous. \n\nSo in all this I have spoken to each person as cordially as I could. I explained to each person I understand that they didnt put the system in place but the system is terrible. I was not rude and I thanked each associate along the way because XXXX system put them into those positions. \n\nI would like to reiterate also. The only email communication I received from XXXX was 1 - the email stating the check was held 2 - the checks hold was released. \n\nI in no way was informed of them locking me out of my Business and private checking accounts as well as my savings accounts. I had to figure that out on my own as things happened. \n\nI will continue my work to put out this story until I do get a satisfactory answer, acknowledgment, and apology from the highest operational levels. \n\nI believe I should be compensated above the reversal of interest and return of fees incurred for my time wasted having to fight Huntington to restore my accounts. It would have take simple phone call from the department that handles holds etc to have cleared up the issue before it became an emotionally and time draining two week process. \n\nI started with XXXX XXXX XXXX XXXX Ohio when I was XXXX which then went to Huntington. I have had XXXX mortgages and loans and personal checking and savings for over XXXX years. My wife works at a local credit union as VP of Lending and I never switched from Huntington because of the relationships I have had with lenders and tellers and branch managers. Now I have opened accounts there and am deeply considering dropping Huntington over this uncalled for debacle. \n\nThank you for your consideration. \n\nXXXX XXXX","date_sent_to_company":"2022-09-21T17:06:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"444XX","tags":null,"has_narrative":true,"complaint_id":"6003971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2022-09-21T16:16:28.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have had XXXX mortgages and loans and personal <em>checking</em> and <em>savings</em> for over XXXX years. My wife works at a local credit union as VP of <em>Lending</em> and I never switched from Huntington because of the relationships I have had with <em>lenders</em> and tellers and branch managers. Now I have opened <em>accounts</em> there and am deeply considering dropping Huntington over this uncalled for debacle. \n\nThank you for your consideration. \n\nXXXX XXXX"],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[15.444822,"6003971"]},{"_index":"complaint-public-v1","_id":"5176959","_score":14.874334,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On the XXXX of XX/XX/XXXX an alleged contract was made with Navy Federal to refinance a XXXX XXXX, XXXX. At this time, a check with Navy Federal was not received. The XXXX XXXX XXXX was financed under XXXX XXXX XXXX on XX/XX/XXXX. XX/XX/XXXX, I was hit by two vehicles causing my car to be totaled. XXXX took possession of the vehicle on XX/XX/XXXX. I called and spoke with a Navy Federal Member Service Representative. I informed the representative that my car was totaled so there was no need to move forward with the alleged agreement. I told her that I no longer needed the check I was supposed to pick up from my XXXX XXXX. The Representative informed me that it was still in my best interest to obtain the check and send it to XXXX XXXX XXXX regardless of the condition of my car. During that phone call, we arranged for said check to come in the mail using XXXX XXXX XXXX XXXX. The check was delivered XX/XX/XXXX. XXXX XXXX XXXX received the check XX/XX/XXXX. XXXX XXXX was fully aware that my car was damaged before they check was sent out. Taking the advice of the representative has caused me problems financially. Im unable to use my Navy Federal account. Navy Federal has added two past due payments to my account, they have added late fees and they also charged my savings account {$20.00} because Navy Federal was not listed as the first lien holder. Now, Im dealing with late fees, and harassment from Navy Federal trying to collect an alleged debt. The first alleged payment was due XX/XX/XXXX. XX/XX/XXXX, I was contacted by XXXX insurance adjuster stating that the value of the car was {$16.00}, XXXX. XXXX has the check and has been ready for almost two months to send the check to Navy Federal. Ive communicated to Navy Federal on numerous occasions that I will not be making payments on a car that is no longer in my possession, especially since there is a check ready for Navy Federal. Navy Federal needs to do what is required by XXXX to obtain the check. If Navy FederaXXXX didnt take over the alleged payments from XXXX XXXX XXXX XXXX the car would have been paid off almost two months ago. \nSpeaking with a Lawyer, looking into my options, I found that there were violations made by Navy Federal on the alleged contract/promissory note. These Violations voids the alleged contract. According to the Promissory note, Navy Federal follows the Truth in Lending Act.\n\nIn the Truth in Lending act, under Title 15 U.S. Code 1605, the Finance Charge in connection with any consumer credit transaction is the SUM OF ALL CHARGES. That includes late fees and lien fees from any title company. According to the contract/promissory note with Navy Federal XXXX XXXX XXXX XXXX is {$3100.00}. According to the Truth in Lending Act and the Federal Law, {$3100.00} is the only amount Im allegedly responsible for paying if this wasnt a consumer credit transaction. Also, under Title 15, 1605 ( 5 ) ( B ), Navy federal did not include insurance in the finance charge. XXXX insurance was charged separately. Also stated under U.S. Code 1605 ( b ) ( 1 ) and I quote charges or premiums for credit life, accident, or health insurance written in connection with any consumer credit transaction shall be included in the finance charges unless the coverage of the debtor by the insurance is not a factor in the approval by the creditor of the extension of credit, and this fact is clearly disclosed in writing to the person applying for or obtaining the extension of credit ;. This statement proves that I am the Creditor extending credit to Navy Federal.\n\nNavy Federal pointed out in the Returned Loaned Payment Fee section of the alleged promissory note that under ( Section 1014, Title 18, U.S. Code, makes it a federal crime to knowingly make a false statement. Navy federal has willingly and knowingly BROKE THE LAW!\n\nPursuant to Title 18 U.S. Code 8, the term obligation or the other security of the United States, includes all Federal Reserve bank, Federal Reserve notes, bills, coupons, checks, drafts for money, certificates of deposit and, etc. This alleged debt under alleged promissory note is to be the obligation of the United States not the consumer. \nPursuant to 12 U.S. Code 1431 banks can not loan money.\n\nPursuant to Title 15, U.S. Code 1635 ( 4 ), the Right to Rescind shall apply to all consumer credit transactions. The Right to Rescind was not included on the Promissory Note. Navy Federal NEVER sent me documents to Rescind. Again, you broke the law. According to the CFPB, 1026.23 ( f ), the Right to Rescission is only exempt to refinancing by the same creditor. \nAccording to CFPB 1016.7, and Title 15, U.S Code 6802 ( b ) Navy Federal was supposed to provide a form of opt out notice to consumers. Navy Federal has never sent a form of opt out notice, via email, mail, or electronically. I am demanding that Navy Federal remove the account from all three major credit reporting agencies. That includes, XXXX, XXXX, and XXXX. \nAccording to CFPB, 1026.13 Billing Error Resolution, I extended credit to Navy federal with my credit card under an open-end consumer credit transaction. So, there should not be monthly bills or monthly payments. When Navy Federal ran my social security number ( credit card ), alleged promissory note was paid in full. If Navy Federal claims this alleged loan/promissory note came from their Account, I demand that Navy Federal provides me with proof of the Accounting Ledger and, Im demanding proof of the Generally Accepted Accounting Principle ( GAAP ). This will determine if this alleged debt exist and is owed to Navy Federal. \nI am specific in what Im demanding. Do not send a copy of the alleged Promissory Note. I have that document in my possession. Provide me with what I asked for exactly. If Navy Federal doesnt provide the documents Im demanding, Navy Federal satisfy the loan account as Paid in Full. Navy Federal also agrees to provide Paid in Full documents so the lien placed on the title of the XXXX XXXX XXXX is removed. \nPursuant to the Fair Debt Collections Practices Act ( FDCPA ), Title 15 U.S. Code 1692j ( a ) It is unlawful to furnish any form knowing that such form would be used to create the false belief in a consumer. Navy Federal has furnished deceptive forms illegally in the attempt to collect an alleged debt. Each law violated is a {$1000.00} charge owed to me. \nPursuant to Title 15, U.S. Code 1692g, I as the consumer have a right to validate this alleged debt.\n\nPursuant to Title 15 U.S. Code 1692c. ( c ) I am notifying you in writing that I REFUSE to pay this alleged debt. I am demanding that you cease all ILLEGAL communication with me through all mediums. \n\nPursuant to Title 15 U.S. Code 1692c. ( c ) ( 2 ) I am invoking my specified remedy as a consumer, and as the original creditor. I am demanding all the following : 1. ) Remove Navy Federal Accounts from ALL consumer reporting agencies ( XXXX, XXXX, XXXX ). Documentation needs to be provided. \nXXXX. ) Send Accounting Ledger AND XXXX documents by mail AND via email. \nXXXX. ) Close the LOAN account as satisfied and paid in full providing proof of payment. You do not have permission to close my checking or savings account. \nXXXX. ) Return the {$20.00} taken from my savings account to satisfy the lien on the title. This was taken without my permission. Breaking the Federal Law voids contract/promissory note. \nThe CFPB, among other Entities will be receiving this letter, including the documents I want to upload with my complaint. Failure to comply, will result in Litigation. \n\nOn XX/XX/XXXX, By law, I requested that this consumer credit transaction be disputed and that further interest be stopped. Navy Federal broke the law, denied my dispute and is currently reporting negatively to my consumer credit report. Today, XX/XX/XXXX, I just received an email from my XXXX Account letting know that potentially negative information from Navy Federal is reflecting in my account which caused me to lose XXXX points. According to the FDCPA, while a dispute is in process, the company is not allowed to update any new information. Navy Federal deliberately ignored my request and broke","date_sent_to_company":"2022-02-03T17:06:35.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"89081","tags":null,"has_narrative":true,"complaint_id":"5176959","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2022-02-02T10:57:25.000Z","state":"NV","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem related to refinancing"},"highlight":{"complaint_what_happened":["XXXX XXXX was fully aware that my car was damaged before they <em>check</em> was sent out. Taking the advice of the representative has caused me <em>problems</em> financially. Im unable to use my Navy Federal <em>account</em>. Navy Federal has added two past due payments to my <em>account</em>, they have added late fees and they also charged my <em>savings</em> <em>account</em> {$20.00} because Navy Federal was not listed as the first lien holder. Now, Im dealing with late fees, and harassment from Navy Federal trying to collect an alleged debt."],"sub_issue":["<em>Problem</em> related to refinancing"]},"sort":[14.874334,"5176959"]},{"_index":"complaint-public-v1","_id":"20774615","_score":14.529522,"_source":{"product":"Checking or savings account","complaint_what_happened":"Company : XXXX XXXX XXXX XXXX. ( issuer of Chime debit cards ) Product : Checking or savings account Issue : Problem with a lender or other company charging my account / Unauthorized transactions -- - I am filing this complaint against XXXX XXXX XXXX XXXX, which issues debit cards under the Chime brand, for twice denying a valid Regulation E fraud dispute involving an unauthorized charge of {$62.00}. \n\nFACTS : On XX/XX/year>, an unauthorized charge of {$62.00} appeared on my Chime checking account from a merchant called \" XXXX XXXX XXXX '' ( descriptor : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  ). This is a XXXX resort company I have never had any dealings with and did not authorize any payment to. \n\nI discovered the charge the same day, immediately reported it to Chime, and canceled my debit card. Because Chime 's system would not allow me to formally open a dispute until the charge fully posted, I called back on XX/XX/year> to initiate the dispute. I provided a complete and consistent account : I did not make this transaction, I had my card in my possession, my PIN was memorized and not shared with anyone, I had not given anyone access to my account, and I did not know how my card data was obtained. \n\nChime denied my dispute on XX/XX/year>. I called the same day, escalated to a manager, and the investigation was reopened. On XX/XX/year>, Chime denied the dispute a second time. \n\nI requested the evidence file used to reach their determination. They provided three documents : 1. My intake call transcript which contains only my consistent, credible statements that the transaction was unauthorized. There is nothing in this transcript that contradicts my claim. \n\nXXXX. Supporting evidence I submitted including XXXX XXXX  timeline data confirming I was in XXXX XXXX, Oklahoma on XX/XX/year> ( the charge originated from a XXXX company in XXXX ) ; browser search history showing me researching \" XXXX XXXX XXXX '' immediately after the charge appeared, including searches for \" XXXX XXXX XXXX  fraudulent '' ; and Chime push notification screenshots showing my card being declined simultaneously at seven different XXXX 's restaurant locations at XXXX XXXX  a few days later a textbook fraud pattern consistent with card data being tested across multiple terminals after being stolen. \n\nXXXX. My bank statement which shows XXXX months of consistent, routine spending at local XXXX XXXX  merchants, with no prior or subsequent transactions involving XXXX XXXX XXXX or any XXXX merchant. \n\nREGULATION E CONCERN : Under the Electronic Fund Transfer Act and Regulation E, financial institutions are required to conduct a reasonable, good-faith investigation of unauthorized transaction claims. XXXX XXXX XXXX XXXX Chime has failed to meet this standard. The evidence they relied upon to deny my claim does not support that determination in fact, it corroborates my account. My location data places me in XXXX XXXXXXXX while the charge came from a XXXX company. My search history shows I had no prior knowledge of the merchant. The simultaneous declined transactions at multiple XXXX 's locations are a recognized indicator of card skimming or data compromise that Chime 's own fraud systems flagged in real time and then apparently disregarded during their investigation. \n\nI have retained all documentation related to this dispute, including the evidence file Chime provided, and am prepared to provide it upon request.","date_sent_to_company":"2026-03-30T16:33:27.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"731XX","tags":null,"has_narrative":true,"complaint_id":"20774615","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-30T16:24:09.000Z","state":"OK","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Company : XXXX XXXX XXXX XXXX. ( issuer of Chime debit cards ) Product : <em>Checking</em> or <em>savings</em> <em>account</em> Issue : <em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> my <em>account</em> / Unauthorized transactions -- - I am filing this complaint against XXXX XXXX XXXX XXXX, which issues debit cards under the Chime brand, for twice denying a valid Regulation E fraud dispute involving an unauthorized <em>charge</em> of {$62.00}."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["<em>Problem</em> with a <em>lender</em> or <em>other</em> company <em>charging</em> your <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[14.529522,"20774615"]},{"_index":"complaint-public-v1","_id":"5015624","_score":14.302416,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"To Whom This May Concern, I am writing this complaint with regard to a host of fraud, identity theft personally experienced by me with all of my XXXX XXXX XXXX Bank Accounts ( Savings/Checking both personal and business ). I have banked with XXXX for over 20 years. My Branch is located at XXXX XXXX XXXX XXXX in XXXX, NY XXXX. This complaint is regarding an outstanding issue remaining with my XXXX XXXX Card Account XXXX as well as with Lending Tree and XXXX who have both reported to the credit bureaus my payment delinquencies resulting from this identity theft and fraud on all my XXXX  Accounts transpired XX/XX/XXXX Police Report # XXXX XXXX Precinct # XXXX XXXX, NY. My payment delinquencies contain two very important issues, the first is that I had no idea that XXXX had reversed payments made prior to my identity theft on XX/XX/XXXX and secondly, I had been in contact with all my creditors every two weeks to explain my identity theft and inability to pay my debts temporarily since I had no access to any monies. ALL THE TRUTH. This continued until XX/XX/XXXX when I received a lump check from XXXX for all the accounts that had been frauded and stolen without any explanation as to how the sum was calculated. \nThis complaint is not directed to my branch but rather to XXXX XXXX XXXX response to a horrible situation all having everything to do with the security of XXXX XXXX XXXX as a banking institution. XXXX XXXX XXXX response to this Identity Theft/Fraud was so unsatisfactory and without any consequence while this incident almost ruined my personal credit that is undeserved. XXXX took their time, referred me to their executive team, had me call 127 times without one return call ( see attached for compliant numbers given and telephone numbers called ). As a consumer I was left with no financial resources for almost 4 months. Due to this one incident of identity theft and fraud, I have now suffered a reduction of over 150 points on my credit score and a relentless amount of letters and phone calls to advocate on my behalf, all left without any attention as if I personally am not important enough to matter and a too Bad attitude by all three credit bureaus, XXXX ( for my XXXX XXXX XXXX ) and Lending Tree all institutions were given all the facts and I remain punished for a situation that had nothing to do with me. XXXX unsatisfactory security caused this incident not me PERSONALLY. \nIf it were not for the excellent work and efforts of one of the branch employees, XXXX, I would have not been able to resolve any of this. I remain in adversity over one remaining XXXX XXXX XXXX with XXXX that after one year, the account closed and XXXX returned all my monies I had been paying to avoid additional credit score injury this was finally resolved in XXXX. On XX/XX/XXXX, I received the same XXXX Statement with billed charges all over again that I had been disputing for 11 months AGAIN. These charges I have never seen before- Attached. These charges total {$1300.00} all of which are not mine. This credit card was cut up XX/XX/XXXX when all my other debit cards and XXXX XXXX were closed as a result of Identity Theft and Fraud XX/XX/XXXX. This XXXX account is the only remaining problem. Resolve this incident has taken me almost a full year and I find I am still arguing to dispute with XXXX items that are not mine. \nThe XXXX Statement attached outlines charges that are at XXXX ( I have never in the history of having this XXXX XXXX ever shopped at XXXX and there has never been a charge from XXXX on this account or any of my XXXX Debit cards ), all the other charges XXXX and XXXX XXXX  are not my charges either. This Credit Card was not ever used by me since before XX/XX/XXXX. For 12 months I have not received a statement with any charges on it, only a balance without ever having success in resolving or knowing what it was I owed on this account. I have called the XXXX Customer Service, Fraud team, Dispute team from XXXX until today over 28 times, never being able to find out what charges I was billed for and never receiving any resolution, but I continued to pay monthly and went to my branch in XX/XX/XXXX for help. XXXX at the branch advocated for me, resolved the account and XXXX refunded me electronically in XX/XX/XXXX over {$690.00} dollars. In XXXX the entire mess started over again and XXXX was told there was nothing she could do. Fortunately XXXX was able to figure out who to escalate this again and here I am again. \nHere was the entire scenario of Identity Theft and Fraud I endured as follows : On XX/XX/XXXX sometime early in the morning all 6 of my bank accounts were hacked from my Bank at XXXX XXXX XXXX. All of my checking and savings including my direct deposited pay check from XX/XX/XXXX were transferred to some account I was never appraised of. From XX/XX/XXXX through the end of XX/XX/XXXX I had no money for gas, food or any of my bills. XXXX opened new accounts with temporary credits in XXXX ( around XX/XX/XXXX ) only to close them without notifying me at all on XX/XX/XXXX with no reason for closing my accounts and again I was not able to pay bills or have any money until I received a check for all my bank accounts on XX/XX/XXXX. The Check was a lump sum with absolutely no detail as to where the amount came from. I was never able to check to see what was stolen from all my accounts was reimbursed to me. The reason I was not able to confirm anything is that I had no online access to any of my accounts. I was also unaware that the payments I made automatically to my creditors from my checking accounts had been reversed. \nOn the morning of XX/XX/XXXX I went to the branch worked with Assistant Manager XXXX who showed me on the bank screen that my bills had been paid and taken out of my accounts on XX/XX/XXXX before the fraud/identity theft took place on the morning of XX/XX/XXXX. The payment to Lending Tree was posted as paid as well as to XXXX ( for my XXXX XXXX XXXX XXXX  ). I had returned to the branch on XXXX, XXXX, XXXX and XXXX to make sure again these automatic bills had in fact been paid, I was assured again by XXXX at the branch they were. Months later ( in XX/XX/XXXX when I received my funds from XXXX  in a check and I was able to open a new bank account with XXXX XXXX and at that time I was able to finally correct all my credit accounts and bills I had owed to be correct ). As a direct result of this incident my credit score decreased XXXX points and continues to decrease due to this Fraud and Identity Theft incident that was of no fault of my own. \nThe branch issued several escalations on my behalf, I was told by the branch to escalate this to the XXXX XXXX XXXX Escalation team. The Branch Staff is truly at a loss to assist as they called many many numbers for help and transfer and never are able to get the help they need to. Executive Office of XXXX was recommended by my branch to escalate this for me XXXX XXXX XXXX, Claims was originally called XX/XX/XXXX from the branch XXXX, I set up the claim XX/XX/XXXX was assigned XXXX who never returned my twice sometime three times a day calls to that number and I would get the receptionist XXXX on the phone who was also nice enough to help, but I was never contacted or spoken to at any time from XXXX through XX/XX/XXXX. XXXX had explained from the Executive Office that someone will call me back. After calling into the first week of XX/XX/XXXX I spoke to a XXXX XXXX Fax phone XXXX XXXX who told me to fax in this situation in writing which I did that day Referring to Case XXXX. I followed up at that same number every day through XX/XX/XXXX no return call, no written acknowledgment in the mail and during this entire period of time, no access by phone to discuss my accounts and no online access to anything along with no statements received by me in the mail from XX/XX/XXXX for any of bank accounts or charge cards, only XXXX statements with totals starting in XX/XX/XXXX without an explanation as to what the charges of the total were for and I was no allowed to find out what the total referred to by phone either. I returned to the branch who explained then that I was to reach out to call another number XXXX Option # XXXX to my case manager on the executive team XXXX, I called XX/XX/XXXX at XXXX, XX/XX/XXXX held for 2 hours without anyone getting on the phone and XX/XX/XXXX holding XXXX mins at XXXX when I as finally about to reach a Supervisor XXXX who assured me I would be contacted and my monies resolved and returned to me sometime by the next week. Again disappointed and it never happened. \nI am at a loss for how to resolve this, but this is not my charges and it is no right that XXXX XXXX XXXX is getting away with this and continuing to cause so much heartache to me personally and my family. \n\nMy branch told me they escalated this and I had received a call about the XXXX rebilled account I wrote out all the details as requested and Faxed it to my representative Wednesday XX/XX/XXXX because I was told I could only fax no mailing and the group that was now handling this can not be emailed. \n\nI am now calling to pay the monthly minimum which I was told last night is now {$90.00}. I paid spoke to XXXX  XXXX at XXXX XXXX as no one at the branch or the escalation team were able to tell me how to pay and if I needed to pay so I called was not able to get any information only pay and miss XXXX you are responsible for all these charges I dont know what to tell you but XXXX said dcall XXXX tomorrow, I did they were not able to speak to me, help in any way and did not have access to this account to dispute or note anything. I called my branch, XXXX, did not have the person, phone number or fax number for the escalation team she was able to reach out for on my behalf prior to XX/XX/XXXX and therefore I am again starting over like it is XX/XX/XXXX AGAIN. \nI need to resolve this, I also would like to make the Attorney General Aware that there is no report of any XXXX  financial history for me on my XXXX, XXXX or XXXXXXXX Account when I had these accounts for 20 years no it is all erased, why is that allowed? I had a XXXX  XXXX  Card I paid for years never late as well as this XXXX XXXX XXXX XXXX and all of their history and the accounts themselves completely removed from all my credit reports this month. \nLending Tree Account XXXX reports that my payment was late, I wrote all of this to Lending Tree without any result other than they have to report delinquencies. It was not delinquent, it was paid then rescinded by XXXX and I had no idea. XXXX never notified me, on the phone they were not able to discuss my account and Lending Tree did not notify me either so I had no idea this even happened and Lending Tree is relentless explaining they do not care. Also should be illegal to do that without considering the fraud and identity left and the reversal I was n ever notified by my bank even happened. \n\nSame situation with XXXX for my XXXX XXXX card, I called them every two weeks to update and was soon as I had funds finally returned in XXXX from XXXX I paid them in full, they were written to all outlined and they did not care either. \nSeems highly unfair and unjust to have a consumer who was criminally taken advantage of be punished for a situation that was not in that individuals control and further disgusting that the credit bureaus work this way as well as Lending Tree, XXXX XXXX and XXXX. Once I am finished with Lending Tree I will never use them again for any reason and same with XXXX. \n\nKindly provide any assistance possible. I have truly had it with this and it is so unfair I remain in this tenuous position because these banking institutions could care less. I might add this all happened during a pandemic when it is the time to help consumers not beat them up. It is just gross. I want this XXXX Account expunged finally and never want to see it again, I would like Lending Tree to correct their comments that are based on Fraud and Identity theft as well as XXXX I would like them to do the same thing so that my credit is restored. Crime is not something I should be punished for or have to fight for a year like this with all these awful institutions that dont care about their consumes. \n\nWarmest Regards, XXXX XXXX XXXX NY Lending Tree XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX XXXX XXXX account under XXXX for XXXX XXXX Account ( Have had account 26 years never late ) Acount XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX","date_sent_to_company":"2021-12-16T17:48:39.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"11768","tags":null,"has_narrative":true,"complaint_id":"5015624","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Home Loan Center, Inc.","date_received":"2021-12-16T17:48:32.000Z","state":"NY","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["The XXXX Statement attached outlines <em>charges</em> that are at XXXX ( I have never in the history of having this XXXX XXXX ever shopped at XXXX and there has never been a <em>charge</em> from XXXX on this <em>account</em> or any of my XXXX Debit cards ), all the <em>other</em> <em>charges</em> XXXX and XXXX XXXX  are not my <em>charges</em> either. This Credit Card was not ever used by me since before XX/XX/XXXX."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"]},"sort":[14.302416,"5015624"]},{"_index":"complaint-public-v1","_id":"4495890","_score":14.290124,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am sick of TD Bank 's fees. They charge fees for everything, maintenance fees, transfer fees, overdraft fees. They even charge a fee to provide overdraft protection even though I have a savings account I use to transfer money into my checking account when I am low on funds. I am so tired of fighting with them to try to get back MY MONEY, it's ridiculous. So, after receiving an overdraft fee on XX/XX/XXXX, I renewed my efforts to find another bank. I read an article about XXXXXXXX XXXX  doing away with overdraft fees and saw that it didn't charge many other fees either. I saw it had good reviews, so I started moving banks. At this time I was also changing jobs. On XX/XX/XXXX, I saw my car insurance payment pending. I hadn't realized it was due, so I called TD bank and asked that they decline the transaction. I was due to be paid by direct deposit to XXXXXXXX XXXX  and would divert the payment there. TD Bank told me there was nothing they could do. But I was eligible to have the overdraft payment waived once it posted. I called the insurance company, but they also said there was nothing they could do. Unfortunately, HR messed up the direct deposit and I was issued a check instead. When I deposited to XXXXXXXX XXXX  through mobile deposit, they put a 5-day hold on it, so it was not available until XX/XX/XXXX. In that time, another transaction came through TD Bank and I was charged another overdraft fee. My boss XXXX me {$200.00}, but when I tried to transfer it to XXXX, it triggered a 4-day review and I still don't have that money. Since it is too hard to get access to my money through XXXX, I am moving my money back to TD Bank, but I'm still facing the problem of them stealing my moneyby calling it fees! On XX/XX/XXXX when I got access to the check I deposited in XXXX, I deposited {$400.00} of it in TD Bank. I called them and explained the situation and that the customer service rep said that I was eligible for a refund. She told me and several minutes on hold that I was not eligible. I told her to pull and listen to the call. She said a judge had to issue a supenoa for external release. I reminded her that she works for the bank, which means she works internally. I think she was trying to scare me or intimidate me, like the bank was going to come after me in court or something. Like I'm that stupid to think I have some kind of legal liability. \n\nI have been laid off twice in the past year and have been greatly impacted by the pandemic. Banks like TD Bank don't care about people like me who have struggled because of the pandemic. All they care about is their profits however they can get them. This is a policy issue that CPFB needs to address through the rule-making process. \n\nXXXX XXXX XXXX XXXX XXXX XXXX  \" Regulators ought to reconsider whether the overdraft product is really a loan, not a fee. The Consumer Financial Protection Bureau should also engage. Lending money and then recouping it later, plus something extra, is economically a loan. Calling it a fee may exempt it from certain regulations, but it does not change its nature. ''","date_sent_to_company":"2021-06-26T21:32:49.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"32308","tags":null,"has_narrative":true,"complaint_id":"4495890","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2021-06-26T20:40:57.000Z","state":"FL","company_public_response":null,"sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["They <em>charge</em> fees for everything, maintenance fees, transfer fees, overdraft fees. They even <em>charge</em> a fee to provide overdraft protection even though I have a <em>savings</em> <em>account</em> I use to transfer money into my <em>checking</em> <em>account</em> when I am low on funds. I am so tired of fighting with them to try to get back MY MONEY, it's ridiculous. So, after receiving an overdraft fee on XX/XX/XXXX, I renewed my efforts to find another bank."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["<em>Problem</em> caused by your funds being low"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[14.290124,"4495890"]},{"_index":"complaint-public-v1","_id":"5780281","_score":13.799638,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citibank widely promotes individuals to open banking accounts and fulfill requirements in exchange for cash bonuses. On XX/XX/XXXX, I opened such a checking account, subsequently maintaining {$50000.00} on deposit for sixty days with the expectation of receiving a {$700.00} bonus. Also on XX/XX/XXXX, I opened a Citibank savings account, subsequently maintaining a sixty-day {$10000.00} balance for which I expected to receive a {$100.00} bonus. \n\nHaving satisfied requirements of savings and checking promotions, I initiated electronic withdrawal of {$58000.00} on XX/XX/XXXX. I intended to leave {$1500.00} on deposit to keep both accounts open and free of monthly service charges. Citibank immediately blocked the transfer, froze the accounts, and deactivated my online credentials. Upon realizing Citibanks actions, I placed numerous calls to customer service. I was advised that Citibanks Fraud Department had received an alert for which it would be conducting a review. Citibank representatives ( via account services and the fraud department ) refused to provide any detail surrounding the alleged fraud alert. Furthermore, they could not explain why I was not contacted about any suspicious activity on my accounts. I continued to call Citibank over the next few days only to be promised return calls from supervisors who never called. Representatives eventually started replying to inquiries by reading a prepared statement and then abruptly ending calls. That statement advised that Citibank had unilaterally closed my accounts and severed our banking relationship. The statement provided neither any reason for the action nor any explanation for not consulting with me. \n\nI called Citibank Headquarters on XX/XX/XXXX. I eventually spoke with a representative of Citibanks Litigation Support Department who referred me to Citibanks Executive Response Unit. I e-mailed my first complaint to that unit on XX/XX/XXXX. Upon request, I submitted bank records showing the source of the {$60000.00} that was frozen across my checking and savings accounts. \n\nOn XX/XX/XXXX, an Executive Response Unit representative advised that Citibank had reversed its decision to close my accounts and access was restored to my {$60000.00}. At that same time, the representative advised that the {$700.00} bonus was credited to my checking account given my fulfillment of promotional requirements. However, the representative advised that I was ineligible for the savings account bonus, citing that concurrent promotions were disallowed. I subsequently submitted a copy of the savings account promotion to the Executive Response Unit. \n\nOn XX/XX/XXXX, an Executive Response Unit representative reversed the assertion that concurrent promotions were not allowed. My savings account was therefore credited with the {$100.00} bonus. \n\nOn XX/XX/XXXX, I requested that Citibank compensate me for the several hours I spent resolving problems not of my making. I also requested compensation for lost investment opportunities due to Citibank freezing my {$60000.00} without proper cause and notification. \n\nIt should be noted that there was no legitimate reason for suspicion, no less a fraud alert, and much less closure of my Citibank accounts. My attempted withdrawal of funds on XX/XX/XXXX was bound for the same external account used to fund the accounts. That external account had already been vetted by Citibank. \n\nOn XX/XX/XXXX, the Executive Response Unit denied my request for further compensation. In doing so, it cited, Upon review of your concerns, our Fraud Unit was engaged regarding what transpired. They advised that a review of the account was initiated and your account initially blocked on XX/XX/XXXX. The purpose of the review is to identify and prevent fraud related transactions form [ sic ] occurring on your account. The process and review, protects our customers as well as the bank from potentially fraudulent activity and financial loss. Our Fraud Unit verified the account activity and the block was removed on XX/XX/XXXX. \n\nIt is noted that Citibanks response is not reflective of what actually occurred. Citibank froze my accounts on XX/XX/XXXX, as evidenced by the blocking of my withdrawal. By XX/XX/XXXX, Citibank had already decided to close my accounts. That fact is documented in a letter mailed to me by Citibank on XX/XX/XXXX. That letter featured the following statement : Based on a recent review of your Citi Accelerate Savings account, we found that you have violated the terms of your account per the client manual. As a result, your Citi Accelerate Savings account and any other Citi accounts you have will be closed within 60 days of this communication. \n\nOn XX/XX/XXXX, I spoke with a representative of Citibanks Executive Response Unit. I asked for clarification of the terms of ( my ) account that I was accused of violating leading to closure of my accounts. In response, the representative asked whether I had read the Client Manual for Consumer Accounts. She then clarified that Citibank may close any account for any reason. I countered that such explanation was insufficient as I had been repeatedly accused ( in writing and via phone calls ) of having violated account terms. The representative was unable to provide any basis for the alleged violation. At that same time, I asked why Citibank did not contact me in the event of any concern about my accounts. The representative advised that the letter, dated XX/XX/XXXX, served as my notice. That answer was confounding as Citibank had already decided to close my accounts by its mailing. \n\nThe following is a chronology of my beliefs as to Citibanks motives : - I believe Citibank introduced a fraud alert on my accounts to introduce rationale for closing them, thereby disqualifying me from meeting the final requirement ( accounts must remain open until bonuses are posted ) to receive promotional cash bonuses. \n- I believe Citibank was not proactive in contacting me because I could have readily resolved any allegation of suspicious activity on my accounts. \n- I believe Citibank closed my accounts in attempting to not pay cash bonuses. \n- I believe Citibanks Executive Response Unit attempted to lend credibility to a contrived fraud alert by requesting external banking records substantiating original funding of my accounts.\n\n- I believe Citibanks Executive Response Unit reversed its decision to close my accounts only as a result of the hours I spent advocating on my own behalf.\n\n- I believe Citibanks Executive Response Units reversal of its decision to close my accounts reflects the impropriety of Citibanks original action.\n\n- I believe Citibanks Executive Response Unit purposely misrepresented terms of its savings promotion after acknowledging that I met requirements of its checking promotion. \n- I believe Citibanks Executive Response Unit conceded that I met requirements of the savings promotion only because I submitted indisputable proof of terms.\n\n- I believe Citibanks Executive Response Units reversal of its decision to disqualify me from the savings bonus reflects the impropriety of its previous assertion. \n- I believe Citibanks Executive Response Units XX/XX/XXXX written response purposely misrepresented facts in attempting to explain the impropriety of Citibanks actions. Furthermore, that statement contradicted information communicated in a Citibank letter dated XX/XX/XXXX. \n- I believe Citibanks Executive Response Units inability to specify how I violated terms of my accounts ( as repeatedly alleged via letter and phone calls ) reflects impropriety in Citibanks justification for closing my accounts.\n\n- I believe Citibanks Executive Response Unit resorting to the assertion that any account may be closed, for any reason, reflects the impropriety of Citibanks actions.\n\nIn conclusion, I believe that Citibanks token concessions, reversal of actions, misrepresentation of facts, scrambling for explanations, refusal to consult with accountholder, and invocation of contrived justifications all represent insincere dealings with customers such as myself. Search of the Consumer Financial Protection Bureau database indicates no lack of similar complaints filed against Citibank. I continue to monitor social media outlets that are also rife with such complaints. I am concerned that Citibank appears committed to a pattern of deceptive marketing and business practices surrounding its promotional savings/checking accounts. \n\nI am prepared with further testimony and physical evidence surrounding this complaint. For the time being, I am attaching the following documents : Citibank letter dated XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, Citibank Executive Response Unit statement dated XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, and Citibank Executive Response Unit statement dated XX/XX/XXXX.","date_sent_to_company":"2022-07-18T07:09:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80027","tags":null,"has_narrative":true,"complaint_id":"5780281","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-07-18T02:50:05.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Having satisfied requirements of <em>savings</em> and <em>checking</em> promotions, I initiated electronic withdrawal of {$58000.00} on XX/XX/XXXX. I intended to leave {$1500.00} on deposit to keep both <em>accounts</em> open and free of monthly service <em>charges</em>. Citibank immediately blocked the transfer, froze the <em>accounts</em>, and deactivated my online credentials. Upon realizing Citibanks actions, I placed numerous calls to customer service."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["<em>Checking</em> <em>account</em>"]},"sort":[13.799638,"5780281"]},{"_index":"complaint-public-v1","_id":"9024598","_score":12.747986,"_source":{"product":"Mortgage","complaint_what_happened":"I was in a XXXX XXXX XXXX against Wells Fargo 's criminal actions against its customers back in XXXX. \n\nI received a check for less than {$2000.00}, less than 1 % lost, more than 10 years later from this lawsuit. Over the years, this problem with Wells Fargo caused my credit to be much lower than it should have been - causing multiple problems and additional money to me. \n\nYour XXXX XXXX stated this : Wells Fargo is one of the most powerful banks in the world. Unlike some other massive XXXX. \nXXXX, Wells Fargo primarily concentrates on consumer banking. One in three American households are customers and are affected by its corporate culture and business practices. \nIn the CFPBs XXXX years of existence, Wells Fargo has consistently been one of the most problematic repeat offenders of the banks and credit unions we supervise : In 2015, CFPB ordered Wells Fargo to pay {$24.00} XXXX in penalties for its role in an illegal mortgage kickback scheme. \nIn XXXX, it paid {$4.00} XXXX to the CFPB for scamming student loan borrowers. A few months later, the CFPB fined Wells Fargo {$100.00} XXXX for its fake account fraud. \nIn XXXX, the CFPB assessed a {$1.00} XXXX fine for illegal fees and insurance practices in its auto lending and mortgage lending business. \nThe list could go on and on, from defrauding the government to labor abuses and more. \nThe Department of Justice, state attorneys general and other federal regulators have obtained billions more in forfeitures, including civil and criminal fines. \nPut simply, Wells Fargo is a corporate recidivist that puts one third of American households at risk of harm. Finding a permanent resolution to this banks pattern of unlawful behavior is a top priority. Today, CFPB is announcing an important step toward that goal : restitution for victims of XXXX XXXX widespread illegal activities. \n\nLaw Enforcement Action Today, the CFPB is ordering Wells Fargo to pay more than {$2.00} XXXX in redress to over XXXX XXXX consumers and a {$1.00} XXXX civil penalty for widespread illegal activity across its major product lines for which it has never been held to account. The banks illegal conduct ( XXXX ) XX/XX/XXXX, XXXX XXXX  Prepared Remarks of CFPB XXXX XXXX XXXX XXXX the Wells Fargo XXXX XXXX XXXX XXXX Consumer Financial Protection XXXX https : XXXX XXXX led to billions of dollars in financial harm to its customers and, for thousands of customers, the loss of their vehicles and homes. \nBetween at least XXXX and XXXX, consumers were illegally assessed fees and interest charges on auto and mortgage loans, had their cars wrongly repossessed, and had payments to auto and mortgage loans misapplied by the bank. Consumers were also charged unlawful surprise overdraft fees and had other incorrect charges applied to their checking and savings accounts. \nIndividuals affected by illegal conduct related to the banks auto finance business line will receive more than {$1.00} XXXX ; those affected by violations related to deposit accounts will receive more than {$500.00} XXXX ; and mortgage servicing customers will receive at least {$190.00} XXXX. \nThis milestone in accountability and reform of Wells Fargo would not be possible without the cooperation and support from the broader law enforcement and regulatory community, including the Office of the Comptroller of the Currency and the Federal Reserve. \nWe see this as an initial step to bring relief quickly to families who had their cars illegally possessed, who were tricked into seeing their accounts drained by illegal junk fees, and who had their accounts frozen without cause. \n\nFirst Step Toward Long-Term Reform While todays order addresses a number of consumer abuses, it should not be read as a sign that Wells Fargo has moved past its longstanding problems or that the CFPBs work here is done. Importantly, the order does not provide immunity for any individuals, nor, for example, does it release claims for any ongoing illegal acts or practices. \nWhile {$3.00} XXXX may sound like a lot, the CFPB recognizes that this alone will not fix XXXX XXXX fundamental problems. Over the past several years, Wells Fargo executives have taken steps to fix longstanding problems, but it is also clear that they are not making rapid progress. We are concerned that the banks product launches, growth initiatives, and other efforts to increase profits have delayed needed reform. \nWe will continue our work with the other federal banking regulators to end the rinse-repeat cycle of consumer abuse at this firm. After the CFPB and law enforcement partners took action against Wells Fargo in XXXX for its fake account fraud, other agencies used their authorities to restrict XXXX XXXX activities and hold certain executives accountable. As regulators, we must collectively consider whether additional limitations need to be placed on Wells Fargo to supplement the existing asset cap put in place by the Federal Reserve Board of Governors in 2018, as well as the Office of the Comptroller of the Currencys mortgage servicing restrictions imposed in 2021. Our nations banking laws provide strong tools to ensure that insured depository institutions do not breach the public trust, and in the new year we expect to work with our fellow regulators on whether and how to use them. \n\nWells Fargo tricked me by putting a XXXXXXXX XXXX XXXX ( which I NEVER used ), replacing my Home Equity Line of Credit behind the user interface of cash disbursements meant for the Line of Credit account. I used it as usual since I thought it was the XXXX XXXX XXXXXXXX account. But, as you know, cash disbursements done on credit cards ensue exorbitant interest. Since I didn't know this was happening for months, additional penalties and extremely high interest rates were being added to the credit card. Until I started getting calls that I owed an extreme amount of money to my credit card - which I truly NEVER used - except it was placed behind the user interface that was normally used for my business line of credit previously. I started taking money from my retirement account until it was completely depleted to keep my mortgage payments and credit cards paid, thinking this would get straightened out eventually, but it never did. \n\nFinally, I went to a lawyer who told me they were forcing me into bankruptcy. Though I paid the lawyer to help me, I never went through bankruptcy because I thought it unfair to have that on my credit record. For years, Wells Fargo got away with putting bad marks on my credit record. After the class action lawsuit, my excellent credit was reinstated. However, I got less than 1 % of the total money lost from their criminal behavior towards me- which amounted to less than {$2000.00} more than 10 years after the behavior occurred. \n\nI want to see Wells Fargo shut down permanently!!! I also, of course, want proper restitution. Its difficult to add up the complete cost over these many years of the severe abuse down by Wells Fargo so many years ago - but {$250000.00} ( a conservative statement of the financial loss at the time ), over a 16 year period ( with another very conservative interest rate of loss of 5 % per year, would amount to {$540000.00} I will keep writing you until restitution is achieved of at least {$540000.00} Please send me a response to my mailing address at : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX My cell phone number is XXXX Thank you for your attention to this matter. \n\nMost Sincerely, XXXX XXXX","date_sent_to_company":"2024-05-16T21:14:52.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"875XX","tags":"Older American","has_narrative":true,"complaint_id":"9024598","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-05-16T20:25:34.000Z","state":"NM","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Between at least XXXX and XXXX, consumers were illegally assessed fees and interest <em>charges</em> on auto and mortgage loans, had their cars wrongly repossessed, and had payments to auto and mortgage loans misapplied by the bank. Consumers were also charged unlawful surprise overdraft fees and had <em>other</em> incorrect <em>charges</em> applied to their <em>checking</em> and <em>savings</em> <em>accounts</em>."]},"sort":[12.747986,"9024598"]},{"_index":"complaint-public-v1","_id":"2941126","_score":11.610347,"_source":{"product":"Checking or savings account","complaint_what_happened":"Note : You have my permission to publish this complaint after removing my name, email address, identifying information, and account number. \n\nSummary : Ive been trying for 7 months to close my Lending Club retirement account # XXXX and am finding it to be nearly impossible. ( Lending Club 's site says : All loans are made by XXXX, which was organized under the laws of the State of Utah in XX/XX/XXXX and operates under federal banking law. ) To my knowledge, they disclosed absolutely nothing about this when they accepted my money, but, once I decided that I didnt trust them and I wanted my money back, at that point I learned that it would take 3 to 5 years to withdraw my funds. Plus, shortly after I notified them I was in the process of closing the account, they implemented a {$100.00} annual fee for maintaining my account. It is impossible to avoid this fee, because they refuse to close the account. They also warn that failure to pay the fee will result in notifying the IRS that my entire account has been \" distributed '' to me into a new \" taxable '' account, against my will. \n\nTheir hidden fees have been a problem for them in the past, such as when the FTC sued them for hidden fees ( see https : XXXX ). Now, they are basically holding my retirement funds hostage, and eating up as much of them as they possibly can, ensuring I suffer a loss on this investment. \n\nAll I want is to get my money out of that company immediately and have them roll it over into another bank 's hands, where I can put it into a safer retirement investment, like a bank CD or mutual fund. \n\nDetails : The initial investment was {$2500.00} in a XXXX XXXX IRA opened XX/XX/XXXX. For my part, this is a retirement savings vehicle. Lending Club loans out my retirement money in small increments ( {$25.00} per borrower ) to numerous of their borrowers. I only get paid back if their borrowers pay them back. \n\nIn XX/XX/XXXX, I funded this with a {$2100.00} XXXX XXXX from a failed bank in Louisiana, XXXX XXXX, plus a year XX/XX/XXXX IRA contribution of {$320.00}, to meet the Lending Clubs investor minimum of {$2500.00}. \n\nI tracked my progress closely because Lending Club was a newish and unfamiliar company to me, and this is a fairly novel way to invest. I started noticing irregularities in the info they were reporting to me, right away. \n\nI deployed automated investing on XX/XX/XXXX. The 1st payment due to me was due XX/XX/XXXX. But when I checked on XX/XX/XXXX, that XX/XX/XXXX due date had disappeared. Now I was shown only a XX/XX/XXXX note date, which was not yet paid, and yet the summary page still said no past due accounts. There was something weird about that. What happened to the XX/XX/XXXX due date between XX/XX/XXXX and XX/XX/XXXX? Barely two months into my experience with Lending Club, I started to sense that they were not being upfront with investors about past due accounts. \n\nI checked again on XX/XX/XXXX, and could then see a XX/XX/XXXX and XX/XX/XXXX due date, with both showing payments received for prior months. So presumably my missing XX/XX/XXXX due date had made a reappearance ( now due one month later, on XX/XX/XXXX ). They had decided they could show me the note again, now that it was paid, but whether it had been paid timely or paid late was information that was being withheld. \n\nI checked again on XX/XX/XXXX, and there was no XX/XX/XXXX due date showing any more. Why? How could the due date have changed? Why would this disappear from my portfolio again? Did that mean it was late again? XX/XX/XXXX would be past the grace period on that note. So, they just weren't going to show it to me? There was a XX/XX/XXXX and a XX/XX/XXXX due date, both showing fully paid. There was also some squirrelly stuff like a long list of payments made in amounts under one dollar, with the status shown for those as current. There were 20 due dates in the last 10 days of XXXX. \n\nAs of XX/XX/XXXX, there were 52 payments under {$1.00}, all showing current. Only 5 accounts had paid {$23.00} to {$25.00}. This didnt make much sense to me since my lending increment was set to {$25.00} ; why would a bunch of accounts be considered current with payments of XXXX or XXXX cents each? Several due dates in the recent past also showed current despite no payments being made. At this time I made minor adjustments to the auto-allocations ( 2 % more B-grade, 2 % less G-grade ) due to the Lending Clubs vague XX/XX/XXXX email about how they were adjusting their expected returns, and how that would impact auto-investing ( in plain English : they expected borrowers to pay even later, and pay back less money, than previously assumed, so they were reducing their optimism about expected performance - meaning all my investments already made were going to do worse than they had projected at the time I made the investments ). \n\nAlso, at this point I decided that it was hopeless trying to understand the current and past-due info being provided by Lending Club, primarily because of their lack of transparency. \n\nAs of XX/XX/XXXX, my adjusted account value was {$2600.00}, with the Lending Club system showing me a frankly unbelievable 10.31 % increase ( as compared to Lending Clubs stated historical returns of 3.44-8.53 % for my investment strategy ). Doing my own math, I estimated I had actually earned only 6.29 % over the past 50 weeks, based on the adjusted account value versus my opening contribution. So again, at the one year mark, I experienced deep misgivings that Lending Club was telling me one thing, and doing another. My money had grown from {$2500.00} to just {$2600.00}. Thats an increase of {$150.00}, which represents 6.29 % of the {$2500.00} investment. Why would Lending Club try to tell me that 6.29 % was really 10.31 %? It made no sense. It was too good to be true, because, well, it wasnt true. \n\nOn XX/XX/XXXX, I inquired about closing my Lending Club investment account. I made this decision because I felt that this would never be a good investment vehicle, and the longer I waited, the more I was going to lose. Their reply indicated that I could immediately transfer out only {$53.00} of my balance, subject to a {$50.00} fee by XXXX ( whatever that is ), meaning I could get less than 4 dollars out of them at the moment that I wanted to end my relationship with them. Lending Club indicated I would need to pause automated investing so that cash could accumulate, rather than being reinvested into additional loans, and that once all my cash was out of the notes in which it was invested, only at that point could I get access to all of my money. They also mentioned other options something about selling off my portfolio to other investors, at a loss but my research into that option revealed that this is only for sophisticated investors and involves considerable effort and loss of funds. I did some research online and found that the cash accumulation process should be expected to take 3 to 5 years to be complete. Lending Club also suggested that I could withdraw a little at a time, such as by making 5 transfers of {$500.00} each, a little at a time as cash accumulated over the years with each transfer out, of course, being subjected to a separate fee. I asked Lending Club to show me exactly when and how all this was disclosed to new investors like myself, and their answer was that I should review their 200-page prospectus and other information posted online. They declined to point out any specific reference to any actual disclosure they might claim they made. Reviewing that prospectus once again today, I do not see any clear disclosures that reveal that it is impossible to transfer your money out of Lending Club, or that they will fee you {$50.00} for such transfers, or anything about any annual fee, which I only learned of recently, as detailed below. \n\nOn XX/XX/XXXX, they notified me that because my balance is under {$10000.00}, Ill also be subjected to a {$100.00} annual fee going forward. This fee is basically for nothing, just for having the account. They describe as \" for maintaining the retirement status '' of the account, or some such bogus description meaning nothing more than having my account on the books ( specifically, they claim this new fee is just \" to ensure that your investment maintains its tax-advantaged status '' ). Soon I would discover that this is actually more like \" protection money. '' That {$100.00} annual fee means that if takes 5 years to liquidate this investment, their actual termination fee is not {$50.00}, but {$550.00}. Im certain this is first notification or disclosure Ive ever had of any {$100.00} annual fee. \n\nTheir latest XX/XX/XXXX email threatens that if this fee is not paid every year going forward, then in addition to their substantial late fees, they will terminate the \" retirement account status '' of my account, convert it to a taxable account ( one from which, Im sure, I still wouldnt be able to access any money ), and that this will subject me to significant IRS tax penalties for taking this ( forced ) distribution of the retirement funds. I am certain this was never disclosed to me until this email. This is what makes the fee \" protection money. '' They demand to eat away at my accumulated cash, and if I fail to pay up, they'll arbitrarily decide to make changes to my account, and they'll lie to the IRS and say that I withdrew all my money and should therefore be taxed on it. This is absurd. \n\nAs of today, XX/XX/XXXX, my adjusted net annualized return is supposedly down to 5.03 %, my account value is {$2800.00}, and my adjusted account value ( after subtracting {$98.00} for past-due notes ) is supposedly {$2700.00}, with available cash at {$820.00}. They claim payments made total {$2700.00}. In other words - I gave them {$2500.00}, and they've been paid in full and more, they've been paid {$2700.00}, and yet they still think I only have access to {$820.00}. Some 10 % of my notes have been charged-off, while another 3.35 % are either late or in default. \n\nDesired resolution : Lending Club should continue to waive all annual fees until my account is closed. They should send me a check for the full {$2700.00} ( roughly ) due to me, or, failing that, stop charging newly invented fees under the threat of revocation of retirement status on the account. \n\n\n+++++++++++++++++++++++++++++++++++++++++++++++++++++++ From Lending Clubs website : How LendingClub is regulated The regulatory framework for LendingClub is well established and has been in place since XXXX. On the investor side, we've registered the offering of Notes with the Securities and Exchange Commission and we file annual, quarterly, and other reports with the SEC. Review our prospectus or view our SEC reports at www.sec.gov. \n\nAll loans are made by XXXX, which was organized under the laws of the State of Utah in XX/XX/XXXX and operates under federal banking law. XXXX is an FDIC-insured bank that is subject to consumer lending regulations, including the Truth in Lending Act, Equal Credit Opportunity Act, and Fair Credit Reporting Act. \nSource : https : XXXX +++++++++++++++++++++++++++++++++++++++++++++++++++++++ Email I sent XX/XX/XXXX, requesting to close account : Searched the website, don't see any info on this. I invested in Lending Club in an IRA.I am considering closing that account by transferring it directly to another institution. Please advise, what fees, if any, would be applied by Lending Club and XXXX? How do I know what my actual available balance is, at any given time? If you need a form specific to your institution, please forward it to me.Thank you [ my name ] +++++++++++++++++++++++++++++++++++++++++++++++++++++++ Their reply, XX/XX/XXXX : Hi [ my name ], Thank you for getting in touch with us!\n\nBefore you can close your LendingClub account, you'll need to liquidate your portfolio and withdraw all available cash. You can pause Automated Investing so that your cash will accumulate for withdrawal rather than be reinvested. \n\nI see that you currently have {$53.00} in available cash for withdrawal. Your available cash is located in the middle of the Account Summary page when logging in. You may withdraw available cash for free from LendingClub to XXXX by clicking on the Transfer tab at the top of the page and then selecting \" Withdraw Funds ''. However, you won't be able to withdraw any funds currently invested in Notes.\n\nIt may be possible for you to liquidate your portfolio prior to maturity by listing them for sale on the secondary trading platform. Once a Note is sold, you'll receive the sales proceeds in your available cash for withdrawal. If you'd like any assistance with this, please feel free to reach out to us at XXXX. \n\nOnce your portfolio has been fully liquidated, please contact your new custodian for the next steps. Your new custodian will need to initiate the outgoing transfer on your behalf. As a quick note, STRATA charges a {$50.00} account termination fee. For more information on their fees, please contact them directly at XXXX. \n\nI'll be happy to provide you with the next steps in the account closure process once you have completed the above. Let me know if you have any questions! \n\nHere to help, XXXX LendingClub Investor Services | XXXX Phone XXXX | Fax XXXX XXXX +++++++++++++++++++++++++++++++++++++++++++++++++++++++ My reply to that, XX/XX/XXXX : Reading a little more about this online ( not your site, but other sources ), is it true that it would actually take 3 to 5 years to liquidate my account? For instance if I pause or stop automated investing, and let cash accumulate, then what I am actually doing is waiting for all outstanding notes to be paid, before I'm able to roll it over to an outside institution, into another IRA? Does that seem pretty insane, or is it just me? I wonder where and how all that is disclosed to your new investors. Thanks, [ my name ] +++++++++++++++++++++++++++++++++++++++++++++++++++++++ Their reply, XX/XX/XXXX : Hi [ my name ], Thank you for your reply!\n\nYour Notes will mature at 36 or 60 months from the date the Notes were issued. It is possible for a portfolio to liquidate sooner in the event a loan is paid off early or charges-off.\n\nAs borrowers their monthly payments, you'll receive your pro rata share of principal and interest for withdrawal to STRATA. You do not have to wait for all Notes to mature before doing a partial outgoing transfer to a new custodian. Any funds held in cash with STRATA can be transferred out at any time. As a quick note, STRATA charges a {$25.00} fee for each outgoing transfer to a new custodian. \n\nAdditionally, we try our best to provide transparent information so that our investors can make an informed decision. If you'd like to learn more about liquidity, please feel free to explore our Education Center, Statistics, or Prospectus filed with the SEC. \n\nTo discuss this in further detail, please feel free to give us a call at XXXX or I'll be happy to schedule a call with you at your convenience. \n\nI hope this clarifies! Let me know how else I can help. \n\nBest Regards, XXXX LendingClub Investor Services | XXXX Phone XXXX | Fax XXXX XXXX +++++++++++++++++++++++++++++++++++++++++++++++++++++++ Surprise fee notification email sent to me XX/XX/XXXX : Dear [ my name ], Thank you for investing with LendingClub. In order to facilitate your investment in LendingClub Notes through an IRA, XXXX partners with an IRA custodian, XXXX Trust Company ( STRATA ) formerly XXXX XXXX XXXX XXXX , XXXX. XXXX charges an annual account fee of {$100.00} to ensure that your investment maintains its tax-advantaged status. \n\nWhen you first opened your account, LendingClub paid your annual account fee. Per the terms and conditions of your IRA account, LendingClub will continue to cover this annual account fee if your IRA maintains a minimum invested balance of {$10000.00}. For additional terms and conditions, see below.1 Our records indicate that your account currently does not meet this minimum threshold. To avoid paying the {$100.00} fee, may we suggest you consider making your annual IRA contribution to this account by XX/XX/XXXX. \n\nIf you have questions or want to discuss other options, please contact us by email at XXXX or by phone at XXXX from 7am - 5pm PT, Monday - Friday. As always, our dedicated LendingClub IRA team is here to help. \n\nBest regards, The LendingClub Team +++++++++++++++++++++++++++++++++++++++++++++++++++++++ Second email sent to me regarding their hidden fee, on XX/XX/XXXX : Notice : Upcoming annual account fee for your LendingClub IRA This is another courtesy notice regarding your LendingClub IRA account Dear [ my name ], Thank you for investing with LendingClub. In order to facilitate your investment in LendingClub Notes through an IRA, LendingClub partners with an IRA custodian, XXXX XXXX XXXX ( formerly Self XXXX XXXX XXXX , XXXX ). STRATA charges an annual account fee of {$100.00} on your account opening anniversary, which covers their services to ensure that your investment maintains its tax-advantaged status. \n\nOur records indicate that your account currently does not meet the minimum threshold as outlined in the terms and conditions,1 so you can expect to receive an invoice from XXXX on the first week of XXXX. To avoid paying the {$100.00} fee, may we suggest you consider making your annual IRA contribution to this account by XX/XX/XXXX. \n\nNotice : LendingClub will deduct {$100.00} from your available cash to pay annual fee The default setting for paying the annual fee is to use the available cash in your IRA. LendingClub will deduct the {$100.00} from your account on XX/XX/XXXX. This ensures you aren't subject to any late fees. If you wish to pay via credit card or check, please contact us by XX/XX/XXXX. \n\nPotential Tax Implications Please note that STRATA assesses a {$15.00} late fee each month ( up to {$30.00} ) 2 until payment has been received in full. If full payment ( annual fee plus any applicable late fees ) is not received by XX/XX/XXXX, XXXX will resign as your IRA custodian and your funds will be transferred into a standard LendingClub taxable account in your name. The value of those transferred holdings will be reported as a distribution, which could result in a tax penalty.3 If you have questions or want to discuss other options, please contact us by email at XXXX or by phone at XXXX from 7am - 5pm PT, Monday - Friday. As always, our dedicated XXXX IRA team is here to help. \n\nBest regards, The XXXX XXXX +++++++++++++++++++++++++++++++++++++++++++++++++++++++","date_sent_to_company":"2018-06-20T17:14:31.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"704XX","tags":null,"has_narrative":true,"complaint_id":"2941126","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Lending Club Corp","date_received":"2018-06-20T16:05:22.000Z","state":"LA","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["They should send me a <em>check</em> for the full {$2700.00} ( roughly ) due to me, or, failing that, stop <em>charging</em> newly invented fees under the threat of revocation of retirement status on the <em>account</em>. \n\n\n+++++++++++++++++++++++++++++++++++++++++++++++++++++++ From <em>Lending</em> Clubs website : How <em>Lending</em>Club is regulated The regulatory framework for <em>Lending</em>Club is well established and has been in place since XXXX."],"product":["<em>Checking</em> or <em>savings</em> <em>account</em>"],"issue":["Closing an <em>account</em>"],"company":["<em>Lending</em> Club Corp"],"sub_product":["<em>Other</em> banking product or service"],"sub_issue":["Can't close your <em>account</em>"]},"sort":[11.610347,"2941126"]},{"_index":"complaint-public-v1","_id":"5336634","_score":11.405785,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Citizen Bank refuse to remove a false transaction on the account of {$70.00}!! \n\nInvestigate an invalid charged with goods and services never rendered to the consumer. \nCitizens bank 's dispute resolution department is an absolute mess they delete charges on your account with no signatures no contracts no evidence of anything this has been going on for well over a year now and it keeps things on your account, and they do nothing about it! \nThe Consumer Financial Protection Bureau collects complaints but does not function as a behalf of the consumer I truly do understand that, but a lot of banks get away with a lot of fraud and fail to perform the fiduciary responsibilities and protecting the cardholder. \nThe reason they do this because it costs too much money for the bank to look in and protect the rights of the consumer or the cardholder because they really could care less about protecting the rights of the holder. \nThis is where the Consumer Financial Protection Bureau comes in to enforce those rights or at least try to find out what is going on by leaving invalid inaccurate transactions on the account.\n\nWe have made XXXX phone calls about this and Citizens bank does nothing! \n\nXXXX XXXX live call with Citizen : I'm speaking on a recorded line again thank you XXXX you're welcome alright so that's pretty much about it I just need to find out why this charge of {$70.00} is still in the account and should I go ahead and give you the claim number. \nI'll be able to provide further insight did you receive weather several letters and I and I keep on faxing it back to you with an explanation in fact what I'm going to do is I'm going to scan all these letters and send them directly to your department. \n\nSo I guess my question to Citizens Bank and I could probably reference the Consumer Financial Protection Bureau is that how the world did they get away with something when they know that there is no sales receipt number one there's no contracts no there is no imprint or swipe of the card there was no goods and services rendered in a still keep it on your account you know it's it's it's quite frankly mind boggling. \n\nA quick review of what's going on here OK I have a letter for all these letters out I got a letter dated XX/XX/XXXX we responded to no goods and services got a letter from you guys XX/XX/2022 we responded to got a letter XX/XX/XXXX we responded to that letter we got it also another letter XX/XX/2022 basically stating the same things again and we responded by fax last night uh on XX/XX/XXXX and in that fax it clearly states that after several phone calls with Citizens Bank consumer services department and the merchant by stating there are no signs sales receipts no goods and services rendered and there was it was mistakenly placed on the account and consented and agreed and stipulated by the merchant which is actually the XXXX XXXX XXXX and that's a sister company of the restaurant for XXXX XXXX XXXX XXXX XXXX XXXX XXXX this account is invalid inaccurate and I said please do not hesitate to call and they never call you Citizens Bank never calls you so we've you know we went over this and there's a new XXXX number which is XXXX. \n\nSo therefore whoever is making these decisions in the back office for Citizens Bank either an it's done by a computer system like like XXXX or or XXXX you know what XXXX is those little machines you talking to or it's done by a human being that's absolutely completely XXXX XXXX XXXXXXXX  and has failed to look at any of the evidence which there isn't any and furthermore to respond to something how do you respond to something with nothing with no car accident with no transaction with no goods and services rendered you know how is that even possible but we've always faxed back every time we get a letter we fax it back to you guys giving an explanation and and we just go in circles and circles and circles and circles and circles and circles and only reason why I put so much effort into it is because what happens it with {$750.00} what happens if with {$7000.00} what happens if it was a half {>= $1,000,000} you understand.You may have a legal claim if your bank doesn't tell you why they denied your disputed transaction. Claims can be awarded under this regulation even where the bank did everything else rightwhere they did a proper investigation, but they didn't follow the rules and tell you why they did what they did f there are many individuals with the same grievances, banks and other financial institutions can be XXXX through class-action lawsuits. Beyond filing a lawsuit, you have the option of filing a complaint with a government agency about your concern with the bank, which can still result in you getting financial relief. \n\nCan I XXXX a Bank?\n\nIn many cases, consumers agree to arbitration clauses in the fine print of contracts with financial institutions. These clauses limit consumers ' ability to sue. Instead, consumers are usually required to attend arbitration to settle disputes with financial institutions. A consumer protection attorney can look at the facts of your case to determine if it's possible for you to sue your bank, or if it's worth entering arbitration to attempt to resolve the dispute. \n\nWith that said, it may be possible to sue banks in small-claims court or through class-action lawsuits. Small claims court involves suing for an amount of money that is often limited to {$5000.00} or less, depending on state law. \n\nIf there are many individuals with the same grievances, banks and other financial institutions can be sued through class-action lawsuits. \n\nBeyond filing a lawsuit, you have the option of filing a complaint with a government agency about your concern with the bank, which can still result in you getting financial relief. \nWhere to File a Consumer Complaint About a Bank Option 1 : Federal Reserve Consumer Help If you have a complaint about a bank such as XXXX XXXX, XXXX XXXX, or another financial institution, the Federal Reserve System might be able to help you. The Federal Reserve is responsible for carrying out many of the federal laws that protect consumers in their dealings with financial institutions. \n\nThe XXXX XXXX XXXX, located in XXXX XXXXXXXX, works with the XXXX XXXX XXXX XXXX around the country to make certain the commercial banks that the Federal Reserve supervises abide by these laws. The Federal Reserve can help individual consumers by : Answering questions about banking practices Investigating complaints about specific banks under the Reserve 's supervisory jurisdiction Complaints about financial institutions that are not supervised by the Federal Reserve System are referred to the appropriate federal agency. \nWhat Kinds of Complaints are Investigated by the Federal Reserve? \n\nAs a federal regulatory agency, the Federal Reserve System investigates consumer complaints received against state-chartered banks that are members of the System. If you think a bank has been unfair or deceptive in its dealings with you, or has violated a law or regulation, you have the right to file a complaint. \n\nThe Federal Reserve is particularly concerned that state member banks comply with federal laws and regulations that prohibit discrimination in lending. In such cases, additional steps are taken to ensure that your complaint is promptly and thoroughly investigated. In addition, complaints alleging discrimination in housing that are covered by the Fair Housing Act are referred to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nHow to File a Complaint With the Federal Reserve Before writing or calling the Federal Reserve, consumers are encouraged to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank 's customer service representative for assistance. \n\nFindLaw Newsletters Stay up-to-date with how the law affects your life Enter your email address to subscribe Learn more about FindLaws newsletters, including our terms of use and privacy policy. \n\nThis site is protected by XXXX and the XXXX Privacy Policy and Terms of Service apply. \n\nIf you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve. Include the following information in the complaint : Your name, address, and daytime telephone number, including area code ; Name and address of the bank involved in your complaint or inquiry ; Your bank or credit card account number ; The name of the person you contacted at the bank, along with the date, if applicable ; A description of the complaint. State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help the Federal Reserve to investigate your complaint. The Federal Reserve asks that you do not send original documents, copies are preferred. Remember to sign and date your letter. \n\nIt's important to give the Federal Reserve as much information about the problem as possible ; this will assist the Federal Reserve in providing a quicker response to you. \nOption XXXX : Consumer Financial Protection Bureau If you have an issue with a credit card company, consumer loan, student loan, mortgage, or other financial services, you can file a complaint with the Consumer Financial Protection Bureau ( CFPB ). The CFPB is a government agency in the United States that makes sure banks, lenders, and other financial companies treat consumers fairly by offering consumer protection tools and resources. \n\nComplaints can be filed online with the CFPB 's free Consumer Complaint Database or over the phone by calling XXXX. Here is the process : You submit a complaint to the CFPB. \nThe CFPB reviews your complaint and determines if it should be forwarded to another government agency or should be sent to the company you are complaining about. \nThe company responds and reports back the action they are taking. \nWith your consent, the CFPB publishes information about the complaint on the public Consumer Complaint Database. \nYou are notified when the company responds and are able to review the response and provide your feedback. \n\nThe CFPB serves as a helpful intermediary between you and the bank you have had trouble with. It can be easier to get a response and a resolution with the CFPB 's involvement. \nOption XXXX : Your State Attorney General 's Office Each U.S. state and territory has an attorney general who serves as the top legal officer. Most attorneys general take complaints from state residents on a wide range of consumer issues, including grievances against banks and other financial services.\n\nYour XXXX XXXX office may decide to pursue an investigation into the bank, or it may just make a public or private record of your complaint. Call your XXXX XXXX  office or visit the XXXX XXXX website to find out more information. \nHow to Get Legal Help With Filing Consumer Complaints Against a Bank Has your bank violated a law or regulation? If you have suffered from unfair lending practices or had deceptive dealings with a financial institution, then assert your right as a consumer and file a complaint. \n\nWhile you can file a consumer complaint against a bank by following the above directions, you should seek help from an attorney experienced in discrimination issues or consumer protection if you have additional questions or concerns. \n\nReport problems with your bank, financial institution, lender, or broker. There are tips to help you file a complaint : Contact the branch manager, the customer service hotline, or the institution 's website.\n\nUse this sample complaint letter to explain your problem and how you want the bank to fix it.\n\nProvide copies of receipts, checks, or other proof of the transaction.\n\nIf the bank doesn't help, get help from the correct regulatory agency.\n\nComplaints About Deposit Accounts Find out which agency accepts complaints about your financial institution.\n\nContact the Office of the Comptroller of the Currency for complaints about a national bank ( has National in its name, or N.A at the end ) federal savings and loans federal savings banks.\n\nFor a problem with a state-chartered bank and trust company, contact either the Federal Deposit Insurance Corporation or your state banking authority .\n\nComplain about a federally chartered credit union with the XXXX XXXX XXXX XXXX.","date_sent_to_company":"2022-03-22T18:12:45.000Z","issue":"Wrong amount charged or received","sub_product":"Domestic (US) money transfer","zip_code":"141XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5336634","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2022-03-17T21:38:57.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Use this sample complaint letter to explain your <em>problem</em> and how you want the bank to fix it.\n\nProvide copies of receipts, <em>checks</em>, or <em>other</em> proof of the transaction.\n\nIf the bank doesn't help, get help from the correct regulatory agency.\n\nComplaints About Deposit <em>Accounts</em> Find out which agency accepts complaints about your financial institution."]},"sort":[11.405785,"5336634"]},{"_index":"complaint-public-v1","_id":"1975018","_score":10.766833,"_source":{"product":"Credit card","complaint_what_happened":"I have over XXXX financial entries on my credit report with no late or missed payments with any lenders or CC 's except for Bank of America ( BoA ), not one for 7 years! BoA has a practice of rejecting auto pays even though on their web site it shows that the payments have been made- they really have not. I finally took a snap shot of it as it shows payments being made through bill pay ( ebill ) as if the amount was paid. This has been a history with them for years dating back to 2008, this is the only negative report I have as far back as my report goes with no other negative entries except from them. In fact I had my auto-pay set up via a supervisor on the phone and it was suppose to be set up to make the minimum payment but he set it up {$5.00} short and I never got noticed until four payments had been posted late because they were each short XXXX dollars. Each time I have an issue with them they promise to resolve it but never do, they have told me they would reverse late payments but then when I call to check on them they always say that it wo n't show up until the next month, and then they do not reverse the charge and the minimum amount is short all over again because when you do it over the phone they have to do a set amount like {$75.00} each month for one year. So each year you have to call to set up the payments all over again. If you ca n't trust the institution to figure out how much the minimum payment required is, who can you trust? I certainly would believe they know what they are doing, the average person would I am sure. The on line system shows my clear attempts to pay on my card for the past three years but not one entry shows it as being rejected leaving the unsuspecting customer in the negative! I finally went into a branch out of frustration and the manager at the bank first advised me that the BoA APP will not show the ebill payments so it would be impossible to know you are late or the payment did n't go in, ( what good is it ) secondly, when I showed the manager how it looks like the payments were made, she was surprised it showed up the way it did. Clearly even she was confused at the way it displays-After several phone calls to BoA Corporate, she came back and told be to click here, click there and then it took me to a page that instructed me to down load a form and sign it and take it back to a branch or mail it in for adding my bank to the ebill feature. So- not only did I not know about this form, in the three years of dealing with this, not one person told me about how to get to the page to get the form, or that I even needed to sign a form. I set up and pay using \" auto pay '' on every single account I have and have never had to do this or had these problems. I thought merchants want to make it easy to pay but I am finding out that it is more profitable to have customers pay late or miss payments all together. I did not even know about the negative reports made to the credit bureaus until this latest incident because I was told the late payments would be reversed so why would they report it if it was going to be reversed? Then to top it off, the credit bureau will only let you dispute one item at a time but I want to dispute every negative entry made by BoA, I do not care how far back they go. I even have a savings account there so why would I want to pay late when I could just transfer it from one account to the next, and that is what I have been doing. I have had up to {$20000.00} in my account there but I keep the minimal there since I have had all these problems, why would I want to keep my money there when they treat their customers the way they do. I have had so many people say they had similar issues. I have over XXXX friends on my facebook and if I do not get this resolved, every last one of them is going to see the screen shot of how sneaky BoA is, no one likes sneaky, XXXX next ...","date_sent_to_company":"2016-06-19T07:40:54.000Z","issue":"Transaction issue","sub_product":null,"zip_code":"87121","tags":null,"has_narrative":true,"complaint_id":"1975018","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2016-06-19T07:40:53.000Z","state":"NM","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I even have a <em>savings</em> <em>account</em> there so why would I want to pay late when I could just transfer it from one <em>account</em> to the next, and that is what I have been doing. I have had up to {$20000.00} in my <em>account</em> there but I keep the minimal there since I have had all these <em>problems</em>, why would I want to keep my money there when they treat their customers the way they do. I have had so many people say they had similar issues."]},"sort":[10.766833,"1975018"]},{"_index":"complaint-public-v1","_id":"9315120","_score":10.689713,"_source":{"product":"Credit card","complaint_what_happened":"Short Form Complaint : 1. Wells Fargo and XXXX have failed to provide and maintain minimally adequate customer service resources and technologies concerning consumer lending products they offer in the State of Washington.\n\n2. Wells Fargo has abused its position as a financial institution in conjunction with its relationship with rent payment services offered by XXXX to misappropriate and improperly apply funds intended for rent payments to its own accounts receivable for its consumer credit accounts. \n\nXXXX. Wells Fargo has engaged in unethical and bad faith practices in handling complaints related to technical issues with consumer credit products it services and related softwarea mobile applicationoffered in partnership with XXXX. \n\n4. Wells Fargo has either deliberately or negligently failed to provide timely notice of adverse actions concerning the closure of a credit account. \na. In the XXXX instance where a notice was sent, there is strong evidence to suggest that the reasons cited in Wells Fargos correspondence are pretextual, and the actual reason for account closure was due to bounced payments resulting from Wells Fargos own, documented, software errors in an open tech support case. \n\n5. Wells Fargo has engaged in unlawful and unfairly deceptive debt collection practices including but not limited to failing to disclose it was acting in a debt collection capacity and/or misrepresenting the nature of its so-called customer service and tech support case ( XXXX ). \n\n6. XXXX fails to display, and Wells Fargo permits this failure to continue, any indication of current consumer account status in its mobile application or provide any required notices once a consumer account has been terminated and transferred to collections. \n\nFacts and Circumstances : Prior to XX/XX/year>, an automatic minimum monthly payment of {$300.00} was initiated on my XXXX XXXX. The XXXX XXXX is a product offered by XXXX XXXX XXXX and serviced by Wells Fargo. XXXX is responsible for handling rent payments, their rewards program, and tech support for their mobile app/website. Wells Fargo manages everything related to the credit card, which is a Mastercard. XXXX offers a service that sends rent checks to landlords once a month free of charge. When these payments are submitted, the payment amount is charged against the credit line, like any other charge. The payment method is either an ACH or a mailed check from XXXX to the landlord on the cardholders behalf. \n\nOn XX/XX/year>, I became aware of a payment processing error. Rather than drawing from my XXXX Checking account ending in XXXX ( XXXX ), XXXX attempted to draw the automatic minim monthly payment of {$300.00} from a XXXX Savings account ending in XXXX ( XXXX ). Wells Fargo retroactively charged me a late fee of {$25.00} as of XX/XX/year>. \nI then attempted to manually resubmit payment using my XXXX Checking account ending in XXXX. Despite my selection of this account, XXXX attempted to draw from XXXX again. Of the three payment accounts I had added in the XXXX mobile application, XXXX was set as the Default, and due to a technical error, all payments were processed through the Default account rather than the selected account. When I attempted to change the Default account, I was unable to do so. In the interim and to avoid further fees, I funded the XXXX account so my resubmitted payment of {$1100.00} would clear. This transaction processed successfully through XXXX on XX/XX/year>. \n\nBefore XX/XX/year>, I initiated another payment of {$7000.00} through the XXXX mobile application ( XXXX XXXX ). Again, the XXXX mobile application attempted to draw from XXXX instead of XXXX. At this point, I manually removed XXXX and a third payment account ( XXXX ) from my linked payment accounts in the XXXX mobile application to force XXXX to be the Default. After this, I reattempted the First Payoff but was prevented from submitting it because the then-current balance outstanding on my XXXX XXXX credit account reflected my First Payoff, which was incorrectly drawn on XXXX and had not yet been reversed for XXXX XXXX mobile application and Wells Fargo policy both prohibit payments being made more than a credit accounts current outstanding balance without regard to any pending reversals or changes. This is when I began seeking customer service and tech support from XXXX. \n\nWhen I contacted XXXX, I was directed to a chatbot on their website and in the mobile application. For payment processing errors, I was directed to email XXXX XXXX at XXXX. I exchanged at least XXXX emails with XXXX representatives, who initially misunderstood my inquiry. The XXXX representatives incorrectly believed I was referencing an automatic rent payment of {$5200.00} submitted to my landlord scheduled through the XXXX mobile application that was processed on or about XX/XX/year> ( Rent Payment ). The Rent Payment was returned for NSF because the First Payoff had not been applied to my XXXX account due to the Discover/BECU payment and Default payment method errors. Once XXXX representatives understood the issue, I was directed to Wells Fargo for further assistance. \n\nMy case was escalated to Wells Fargos Executive Office, case ID XXXX, with XXXX assigned XXXX the case. XXXX confirmed that credit card payment errors like my First Payoff were for Wells Fargo to resolve, expecting resolution within XXXX business days. XXXX advised that Wells Fargos payment processing systems would automatically reattempt both the First Payoff and the Rent Payment and that they could not disable these automatic reattempts. \n\nThe First Payoff was declined by XXXX at least twice, first on or about XX/XX/year>, and then again on or about XX/XX/year>. ( XXXX Bank provided at least a dozen other payment failure notices by email and mobile application alert, but only these two transactions are reflected on my XXXX account ). An additional automatic minimum monthly payment of {$300.00} was also reattempted and declined by XXXX on or about XX/XX/year>. \n\nI do not have visibility into what rent checks or payments were mailed or paid by XXXX. I notified my landlord on XX/XX/year>, and requested a waiver of late fees while resolving payment processing errors. My landlord agreed. Between XX/XX/XXXX and XX/XX/XXXX, my landlord received the Rent Payment, cashed it, and had the payment reversed for NSF. The landlord was charged a {$25.00} NSF fee, later reversed. I received a confirmatory email from my landlord on XX/XX/year>. \n\nOn XX/XX/year>, I initiated a new payoff of {$8700.00} through the XXXX mobile app, which was drawn from XXXX and applied to my XXXX credit account balance on XX/XX/year> ( Second Payoff ). I also reinitiated my Rent Payment on XX/XX/XXXX. XXXX called me on XX/XX/XXXX to confirm my issues were resolved. I confirmed they were, to the best of my knowledge. \n\nOn XX/XX/year>, my XXXX XXXX began being declined by merchants, but an online transaction of {$24.00} was processed on XX/XX/XXXX. As of then, I had received no correspondence from XXXX or Wells Fargo of any kind and assumed these declines were due to automated fraud protection. Wells Fargo support informed me there were no fraud alerts on my account. My card continued to be declined. I figured, perhaps, that a new card had been mailed by Wells Fargo as part of the resolution for my case and thought nothing more of it. \n\nOn XX/XX/XXXX, I received a notice from XXXX that my XXXX card had been deactivated from XXXX. On XX/XX/XXXX or XXXX, I called Wells Fargo for assistance, expecting to request information for when to expect my new card. XXXX was surprised to hear about the issues, believing the problem was resolved. She had no knowledge of what had happened with my account after XX/XX/XXXX. \n\nUpon investigation, XXXX confirmed an adverse action letter indicating my XXXX XXXX account had been closed, prepared and sent by postal mail on XX/XX/XXXX. Conflicting closure dates were either XX/XX/XXXX or XX/XX/XXXX, both after my Second Payoff was initiated and after XXXX confirmed the matter was resolved. \n\nXXXX opened a new case for the account closure problem, case ID # XXXX, assigned to XXXX XXXX XXXX XX/XX/year>, XXXX responded XXXX confirming my credit card was closed on XX/XX/year>, and could not be reopened. XX/XX/XXXX is also after my Second Payoff was initiated and after XXXX confirmed the matter was resolved. \n\nI called Wells Fargo again, requesting XXXX 's assistance and a new case was opened with ID # XXXX. The Wells Fargo representative I spoke with on XX/XX/year>, indicated both XXXX and XXXX were busy but had received notes to contact me. As of the filing of this complaint, I have not been contacted by XXXX, XXXX, or any other representative of either XXXX or Wells Fargo. \n\nFor the above reasons, I was left with no choice but to seek assistance from the state and other regulatory bodies and file this complaint, along with others substantially similar.","date_sent_to_company":"2024-06-22T00:54:34.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"98203","tags":null,"has_narrative":true,"complaint_id":"9315120","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-06-22T00:48:20.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["XXXX offers a service that sends rent <em>checks</em> to landlords once a month free of <em>charge</em>. When these payments are submitted, the payment amount is charged against the credit line, like any <em>other</em> <em>charge</em>. The payment method is either an ACH or a mailed <em>check</em> from XXXX to the landlord on the cardholders behalf. \n\nOn XX/XX/year>, I became aware of a payment processing error."],"issue":["<em>Problem</em> when making payments"],"sub_product":["General-purpose credit card or <em>charge</em> card"],"sub_issue":["<em>Problem</em> during payment process"]},"sort":[10.689713,"9315120"]},{"_index":"complaint-public-v1","_id":"9315626","_score":10.686537,"_source":{"product":"Credit card","complaint_what_happened":"Short Form Complaint : 1. Wells Fargo and XXXX have failed to provide and maintain minimally adequate customer service resources and technologies concerning consumer lending products they offer in the State of Washington.\n\n2. Wells Fargo has abused its position as a financial institution in conjunction with its relationship with rent payment services offered by XXXX to misappropriate and improperly apply funds intended for rent payments to its own accounts receivable for its consumer credit accounts. \n\nXXXX. Wells Fargo has engaged in unethical and bad faith practices in handling complaints related to technical issues with consumer credit products it services and related softwarea mobile applicationoffered in partnership with XXXX. \n\nXXXX. Wells Fargo has either deliberately or negligently failed to provide timely notice of adverse actions concerning the closure of a credit account. \na. In the one instance where a notice was sent, there is strong evidence to suggest that the reasons cited in Wells Fargos correspondence are pretextual, and the actual reason for account closure was due to bounced payments resulting from Wells Fargos own, documented, software errors in an open tech support case. \n\nXXXX. Wells Fargo has engaged in unlawful and unfairly deceptive debt collection practices including but not limited to failing to disclose it was acting in a debt collection capacity and/or misrepresenting the nature of its so-called customer service and tech support case ( s ).\n\n6. XXXX fails to display, and Wells Fargo permits this failure to continue, any indication of current consumer account status in its mobile application or provide any required notices once a consumer account has been terminated and transferred to collections. \n\n\nFacts and Circumstances : Prior to XX/XX/2024, an automatic minimum monthly payment of {$300.00} was initiated on my XXXX XXXX. The XXXX XXXX is a product offered by XXXX XXXX XXXX and serviced by Wells Fargo. XXXX is responsible for handling rent payments, their rewards program, and tech support for their mobile app/website. Wells Fargo manages everything related to the credit card, which is a XXXX. XXXX offers a service that sends rent checks to landlords once a month free of charge. When these payments are submitted, the payment amount is charged against the credit line, like any other charge. The payment method is either an ACH or a mailed check from XXXX to the landlord on the cardholders behalf. \n\nOn XX/XX/2024, I became aware of a payment processing error. Rather than drawing from my XXXX Checking account ending in XXXX ( XXXX ), XXXX attempted to draw the automatic minim monthly payment of {$300.00} from a XXXX Savings account ending in XXXX ( XXXX ). Wells Fargo retroactively charged me a late fee of {$25.00} as of XX/XX/2024. \n\nI then attempted to manually resubmit payment using my XXXX Checking account ending in XXXX. Despite my selection of this account, XXXX attempted to draw from XXXX again. Of the three payment accounts I had added in the XXXX mobile application, XXXX was set as the Default, and due to a technical error, all payments were processed through the Default account rather than the selected account. When I attempted to change the Default account, I was unable to do so. In the interim and to avoid further fees, I funded the XXXX account so my resubmitted payment of {$1100.00} would clear. This transaction processed successfully through XXXX on XX/XX/2024. \n\nBefore XX/XX/2024, I initiated another payment of {$7000.00} through the XXXX mobile application ( XXXX XXXX ). Again, the XXXX mobile application attempted to draw from XXXX instead of XXXX. At this point, I manually removed XXXX and a third payment account ( XXXX ) from my linked payment accounts in the XXXX mobile application to force XXXX to be the Default. After this, I reattempted the First Payoff but was prevented from submitting it because the then-current balance outstanding on my XXXX  XXXX credit account reflected my First Payoff, which was incorrectly drawn on XXXX and had not yet been reversed for XXXX XXXX XXXX application and Wells Fargo policy both prohibit payments being made more than a credit accounts current outstanding balance without regard to any pending reversals or changes. This is when I began seeking customer service and tech support from XXXX. \n\nWhen I contacted XXXX, I was directed to a chatbot on their website and in the mobile application. For payment processing errors, I was directed to email XXXX XXXX at XXXX. I exchanged at least XXXX emails with XXXX representatives, who initially misunderstood my inquiry. The XXXX representatives incorrectly believed I was referencing an automatic rent payment of {$5200.00} submitted to my landlord scheduled through the XXXX mobile application that was processed on or about XX/XX/2024 ( XXXX XXXX ). The Rent Payment was returned for NSF because the First Payoff had not been applied to my Bilt account due to the XXXX  payment and Default payment method errors. Once XXXX representatives understood the issue, I was directed to Wells Fargo for further assistance. \n\nMy case was escalated to XXXX XXXX XXXX XXXX, case ID XXXX, with XXXX assigned XXXX the case. XXXX confirmed that credit card payment errors like my First Payoff were for Wells Fargo to resolve, expecting resolution within XXXX business days. XXXX advised that XXXX XXXX payment processing systems would automatically reattempt both the First Payoff and the XXXX XXXX and that they could not disable these automatic reattempts. \n\nThe First Payoff was declined by XXXX at least twice, first on or about XX/XX/2024, and then again on or about XX/XX/2024. ( XXXX Bank provided at least a dozen other payment failure notices by email and mobile application alert, but only these XXXX transactions are reflected on my XXXX account ). An additional automatic minimum monthly payment of {$300.00} was also reattempted and declined by XXXX on or about XX/XX/2024. \n\nI do not have visibility into what rent checks or payments were mailed or paid by XXXX. I notified my landlord on XX/XX/2024, and requested a waiver of late fees while resolving payment processing errors. My landlord agreed. Between XX/XX/XXXX and XX/XX/XXXX, my landlord received the XXXX XXXX, cashed it, and had the payment reversed for NSF. The landlord was charged a {$25.00} NSF fee, later reversed. I received a confirmatory email from my landlord on XX/XX/2024. \n\nOn XX/XX/2024, I initiated a new payoff of {$8700.00} through the XXXX mobile app, which was drawn from XXXX and applied to my XXXX credit account balance on XX/XX/2024 ( Second Payoff ). I also reinitiated my XXXX XXXX on XX/XX/XXXX. XXXX called me on XX/XX/XXXX to confirm my issues were resolved. I confirmed they were, to the best of my knowledge. \n\nOn XX/XX/2024, my XXXX XXXX began being declined by merchants, but an online transaction of {$24.00} was processed on XX/XX/XXXX. As of then, I had received no correspondence from XXXX or Wells Fargo of any kind and assumed these declines were due to automated fraud protection. Wells Fargo support informed me there were no fraud alerts on my account. My card continued to be declined. I figured, perhaps, that a new card had been mailed by Wells Fargo as part of the resolution for my case and thought nothing more of it. \n\nOn XX/XX/XXXX, I received a notice from XXXX that my XXXX card had been deactivated from XXXX. On XX/XX/XXXX or XXXX, I called Wells Fargo for assistance, expecting to request information for when to expect my new card. XXXX was surprised to hear about the issues, believing the problem was resolved. She had no knowledge of what had happened with my account after XX/XX/XXXX. \n\nUpon investigation, XXXX confirmed an adverse action letter indicating my XXXX XXXX account had been closed, prepared and sent by postal mail on XX/XX/XXXX. Conflicting closure dates were either XX/XX/XXXX or XX/XX/XXXX, both after my Second Payoff was initiated and after XXXX confirmed the matter was resolved. \n\nXXXX opened a new case for the account closure problem, case ID # XXXX, assigned to XXXX XXXX XXXX XX/XX/2024, XXXX responded XXXX confirming my credit card was closed on XX/XX/2024, and could not be reopened. XX/XX/XXXX is also after my Second Payoff was initiated and after XXXX confirmed the matter was resolved. \n\nI called Wells Fargo again, requesting XXXX 's assistance and a new case was opened with ID # XXXX. The Wells Fargo representative I spoke with on XX/XX/2024, indicated both XXXX and XXXX were busy but had received notes to contact me. As of the filing of this complaint, I have not been contacted by XXXX, XXXX, or any other representative of either XXXX or Wells Fargo. \n\nFor the above reasons, I was left with no choice but to seek assistance from the state and other regulatory bodies and file this complaint, along with others substantially similar.","date_sent_to_company":"2024-06-26T17:48:29.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"98203","tags":null,"has_narrative":true,"complaint_id":"9315626","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-06-22T00:55:13.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["XXXX offers a service that sends rent <em>checks</em> to landlords once a month free of <em>charge</em>. When these payments are submitted, the payment amount is charged against the credit line, like any <em>other</em> <em>charge</em>. The payment method is either an ACH or a mailed <em>check</em> from XXXX to the landlord on the cardholders behalf. \n\nOn XX/XX/2024, I became aware of a payment processing error."],"issue":["<em>Problem</em> when making payments"],"sub_product":["General-purpose credit card or <em>charge</em> card"],"sub_issue":["<em>Problem</em> during payment process"]},"sort":[10.686537,"9315626"]},{"_index":"complaint-public-v1","_id":"2466067","_score":10.409739,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have submitted this claim prior but their response is still inaccurate.  [ C ase number :  XXXX  : YOUR COMPLAINT On   XXXX  , I was contacted by  XXXX  and found out that payments made to  XXXX   XXXX  loans were only being applied to my  XXXX   XXXX . This has my  XXXX   XXXX  behind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved Hide full complaint What product or service is your complaint about?     PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of problem are you having?       ISSUE Dealing with my lender or servicer HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON ACCOUNT  XXXX   XXXX  CONSUMER DISPUTED COMPANY 'S RESPONSE?   No What happened?     On  XXXX , I was contacted by  XXXX  and found out that payments made to   XXXX   XXXX   Direct loans w ere only being applied to my  XXXX   XXXX . This has my  Direct Student b ehind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved I want the CFPB to publish this description on  consumerfinance.gov  so that others can learn from my experience.     The CFPB will take steps to remove my personal information from this description but someone  may  still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.               What would be a fair resolution to this issue?     Have the payment made to the separate account list on the payment forms, written letters to al l 3  credit agencies and correct the reports admitting to misappropriation of payments on their behalf with a letter for my own personal records What company is this complaint about?      COMPANY INFORMATION   XXXX   XXXX  Other information about this company What people are involved?       YOUR CONTACT INFORMATION  XXXX   XXXX   XXXX  XXXX  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX , New York  XXXX  United States Sent to company STATUS Sent to company on  XXXX  We 've sent your complaint to the company, and we will let you know when they respond.     Their response should include the steps they took, or will take, to address your complaint.     You should receive an update from the company within the next 15 days, and a final response within 60 days.     Company responded STATUS Company responded Closed with explanation on  XXXX  RESPONSE TYPE Closed with explanation Company 's response Thank you for reaching out to the CFPB with your concerns regarding your student loan account. ED-Navient currently services two  Direct Stafford Loans on  your behalf.  XXXX  currently services a  Federal Consolidation Loan  on your behalf. Your  Direct  Loans and Consolidation Loan require separate payments to different addresses. Our records indicate that payments of {$35.00} have been received for your   XXXX    serviced loan, which are insufficient to cover the full monthly payment amount. You can view your full payment history by logging into your account on  XXXX , selecting 'Account History ' from the menu, and selecting the time-period you wish to view. The monthly payment for your ED-  XXXX   loans is {$41.00} and is next due approximately   XXXX   XXXX   XXXX    . The monthly payment for your  XXXX  loan is {$320.00}, and is next due approximately   XXXX   XXXX   XXXX    . We offer several options for making electronic payments free-of-charge. You may submit a payment online at   XXXX    by using your checking or savings account. You can also authorize the automatic deduction of funds from your bank account by enrolling in  Auto  Pay. If you use e-billing through your bank or another third-party bill pay service, another payment option is to establish  XXXX  as the payee using your account number and  XXXX  's payment address. Please send payments for your ED- XXXX  loan to  XXXX    XXXX   XXXX   XXXX   XXXX    XXXX .  XXXX   XXXX ,  XXXX , GA  XXXX . Please send payments for your  XXXX  serviced loan to  XXXX ,  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . We 've conducted a thorough investigation stemming from your request that we review your credit report, which was completed. Based on the information available, our research has concluded that the information we 're reporting to the consumer reporting agencies is accurate and that no corrections are warranted. We have updated your credit report to reflect your disputed lo an ( s  ) as follows : Completed investigation of FCRA dispute - consumer disagrees. This narrative will be reflected on your credit report for each open loan you included in your dispute and will be included with our next update to the  Consumer Reporting Ag encies. If you wish to have this narrative removed from your credit report, please write to us at  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . Please include your name, address, account/loan number  ( s  ), and indicate that you wish to have the dispute narrative removed from your credit report. The Fair Credit Reporting Act requires lenders who report information to the consumer reporting agencies to do so with accuracy.  XXXX  can not remove accurate information previously reported. We have confirmed our credit reporting is accurate.","date_sent_to_company":"2017-04-25T18:09:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"10469","tags":null,"has_narrative":true,"complaint_id":"2466067","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-04-25T18:09:33.000Z","state":"NY","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of <em>problem</em> are you having?       ISSUE Dealing with my <em>lender</em> or servicer HAVE YOU ALREADY TRIED TO FIX THIS <em>PROBLEM</em> WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON <em>ACCOUNT</em>  XXXX   XXXX  CONSUMER DISPUTED COMPANY 'S RESPONSE?   No What happened?"],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"sub_issue":["<em>Account</em> status incorrect"]},"sort":[10.409739,"2466067"]},{"_index":"complaint-public-v1","_id":"2466065","_score":10.409739,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have submitted this claim prior but their response is still inaccurate . [  Case number :  XXXX  : YOUR COMPLAINT On  XXXX , I was contacted by  XXXX  and found out that payments made to  XXXX   XXXX  loans were only being applied to my  XXXX   XXXX . This has my  Direct Student  behind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved Hide full complaint What product or service is your complaint about?     PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of problem are you having?       ISSUE Dealing with my lender or servicer HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON ACCOUNT  XXXX   XXXX   XXXX  DISPUTED COMPANY 'S RESPONSE?   No What happened?     On  XXXX , I was contacted by  XXXX  and found out that payments made to  XXXX   XXXX /Direct loans were only being applied to my  XXXX   XXXX . This has my  Direct Student  behind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved I want the CFPB to publish this description on  consumerfinance.gov so that others can learn from my experience.      The CFPB will take steps to remove my personal information from this description but someone   may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.\nWhat would be a fair resolution to this issue?\nHave the payment made to the separate account list on the payment forms, written letters to all   XXXX   credit agencies and correct the reports admitting to misappropriation of payments on their behalf with a letter for my own personal records What company is this complaint about?\nCOMPANY INFORMATION    XXXX   XXXX   Other  information about this company What people are involved?       YOUR CONTACT INFORMATION  XXXX   XXXX   XXXX  XXXX  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX , New York  XXXX  United States Sent to company STATUS Sent to company on  XXXX  We 've sent your complaint to the company, and we will let you know when they respond.     Their response should include the steps they took, or will take, to address your complaint.     You should receive an update from the company within the next 15 days, and a final response within 60 days.     Company responded STATUS Company responded Closed with explanation on  XXXX  RESPONSE TYPE Closed with explanation Company 's response Thank you for reaching out to the CFPB with your concerns regarding your student loan account. ED-Navient currently services  two Direct Stafford Loans  on your behalf.  XXXX  currently services a  XXXX   XXXX   XXXX  on your behalf. Your Direct Loans and Consolidation Loan require separate payments to different addresses. Our records indicate that payments of {$35.00} have been received for your Navient serviced loan, which are insufficient to cover the full monthly payment amount. You can view your full payment history by logging into your account on Navient.com, selecting 'Account History ' from the menu, and selecting the time-period you wish to view. The monthly payment for your ED- XXXX  loans is {$41.00} and is next due approximately  XXXX   XXXX ,   XXXX  . The monthly payment for your  XXXX  loan is {$320.00}, and is next due approximately  XXXX   XXXX ,   XXXX  . We offer several options for making electronic payments free-of-charge. You  may submit a payment online at Navient.com by using your checking or savings account. You can also authorize the automatic deduction of funds from your bank account by enrolling in Auto Pay.  If you use e-billing through your bank or another third-party bill pay service, another payment option is to establish  XXXX  as the payee using your account number and  XXXX  's payment address. Please send payments for your ED- XXXX  loan to  XXXX  Department of Education Servicing,  XXXX .  XXXX   XXXX ,  XXXX , GA  XXXX . Please send payments for your Navient serviced loan to  XXXX ,  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . We 've conducted a thorough investigation stemming from your request that we review your credit report, which was completed. Based on the information available, our research has concluded that the information we 're reporting to the consumer reporting agencies is accurate and that no corrections are warranted. We have updated your credit report to reflect your disputed loan  ( s  ) as follows : Completed investigation of FCRA dispute - consumer disagrees. This narrative will be reflected on your credit report for each open loan you included in your dispute and will be included with our next update to the  Consumer Reporting  Agencies. If you wish to have this narrative removed from your credit report, please write to us at  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . Please include your name, address, account/loan number  ( s  ), and indicate that you wish to have the dispute narrative removed from your credit report. The Fair Credit Reporting Act requires lenders who report information to the consumer reporting agencies to do so with accuracy.  XXXX  can not remove accurate information previously reported. We have confirmed our credit reporting is accurate.","date_sent_to_company":"2017-04-25T18:09:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"10469","tags":null,"has_narrative":true,"complaint_id":"2466065","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2017-04-25T18:09:33.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of <em>problem</em> are you having?       ISSUE Dealing with my <em>lender</em> or servicer HAVE YOU ALREADY TRIED TO FIX THIS <em>PROBLEM</em> WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON <em>ACCOUNT</em>  XXXX   XXXX   XXXX  DISPUTED COMPANY 'S RESPONSE?   No What happened?"],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"sub_issue":["<em>Account</em> status incorrect"]},"sort":[10.409739,"2466065"]},{"_index":"complaint-public-v1","_id":"2466063","_score":10.409739,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have submitted this claim prior but their response is still inaccurate.  [  Case number :  XXXX  : YOUR COMPLAINT On  XXXX , I was contacted by  XXXX  and found out that payments made to  XXXX   XXXX   XXXX   XXXX   were only being applied to my  XXXX   XXXX . This has my  XXXX   XXXX  behind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved Hide full complaint What product or service is your complaint about?     PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of problem are you having?       ISSUE Dealing with my lender or servicer HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON ACCOUNT  XXXX   XXXX  CONSUMER DISPUTED COMPANY 'S RESPONSE?   No What happened?     On  XXXX , I was contacted by  XXXX  and found out that payments made to   XXXX   XXXX  /  XXXX   XXXX   were only being applied to my  XXXX   XXXX . This has my  XXXX   XXXX  behind over 150 days behind despite paying almost double the minimum payment monthly for over 2 years. Being concerned about my credit report I agreed to forebearance to bring current. I have requested that i have written explanation of this and resolution so going forward so funds can be applied appropriately but seeing the articles I am concerned that this matter wont be resolved I want the CFPB to publish this description on  consumerfinance.gov  so that others can learn from my experience.     The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.               What would be a fair resolution to this issue?     Have the payment made to the separate account list on the payment forms, written letters to all  3  credit agencies and correct the reports admitting to misappropriation of payments on their behalf with a letter for my own personal records What company is this complaint about?      COMPANY INFORMATION   XXXX   XXXX  Other information about this company What people are involved?       YOUR CONTACT INFORMATION  XXXX   XXXX   XXXX  XXXX  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX , New York  XXXX  United States Sent to company STATUS Sent to company on  XXXX  We 've sent your complaint to the company, and we will let you know when they respond.     Their response should include the steps they took, or will take, to address your complaint.     You should receive an update from the company within the next 15 days, and a final response within 60 days.     Company responded STATUS Company responded Closed with explanation on  XXXX  RESPONSE TYPE Closed with explanation Company 's response Thank you for reaching out to the CFPB with your concerns regarding your student loan account.  XXXX - XXXX  currently services  two   Direct Stafford Loans  on your behalf.  XXXX  currently services a  Federal Consolidation Loan  on your behalf. Your Direct Loans and Consolidation Loan require separate payments to different addresses. Our records indicate that payments of {$35.00} have been received for your   XXXX    serviced loan, which are insufficient to cover the full monthly payment amount. You can view your full payment history by logging into your account on   XXXX  , selecting 'Account History ' from the menu, and selecting the time-period you wish to view. The monthly payment for your  XXXX  loans is {$41.00} and is next due approximately    XXXX   XXXX   XXXX     . The monthly payment for your  XXXX  loan is {$320.00}, and is next due approximately    XXXX   XXXX   XXXX     . We offer several options for making electronic payments free-of-charge. You  may  submit a payment online at   XXXX    by using your checking or savings account. You can also authorize the automatic deduction of funds from your bank account by enrolling in  Auto  Pay. If you use e-billing through your bank or another third-party bill pay service, another payment option is to establish  XXXX  as the payee using your account number and  XXXX  's payment address. Please send payments for your  XXXX  loan to  XXXX    XXXX   XXXX   XXXX    XXXX ,  XXXX .  XXXX   XXXX ,  XXXX , GA  XXXX . Please send payments for your   XXXX   serviced loan to  XXXX ,  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . We 've conducted a thorough investigation stemming from your request that we review your credit report, which was completed. Based on the information available, our research has concluded that the information we 're reporting to the consumer reporting agencies is accurate and that no corrections are warranted. We have updated your credit report to reflect your disputed loan  ( s )  as follows : Completed investigation of FCRA dispute - consumer disagrees. This narrative will be reflected on your credit report for each open loan you included in your dispute and will be included with our next update to the  Consumer Reporting A gencies. If you wish to have this narrative removed from your credit report, please write to us at  XXXX .  XXXX   XXXX ,  XXXX , PA  XXXX . Please include your name, address, account/loan numbe r ( s  ), and indicate that you wish to have the dispute narrative removed from your credit report. The Fair Credit Reporting Act requires lenders who report information to the consumer reporting agencies to do so with accuracy.  XXXX  can not remove accurate information previously reported. We have confirmed our credit reporting is accurate.","date_sent_to_company":"2017-04-25T18:09:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"10469","tags":null,"has_narrative":true,"complaint_id":"2466063","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2017-04-25T18:09:33.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["PRODUCT OR SERVICE Student loan TYPE Federal student loan What type of <em>problem</em> are you having?       ISSUE Dealing with my <em>lender</em> or servicer HAVE YOU ALREADY TRIED TO FIX THIS <em>PROBLEM</em> WITH THE COMPANY?   No Additional information COLLEGE OR UNIVERSITY  XXXX   XXXX  NAME ON <em>ACCOUNT</em>  XXXX   XXXX  CONSUMER DISPUTED COMPANY 'S RESPONSE?   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