{"took":2071,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":27,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13327121","_score":20.454317,"_source":{"product":"Credit card","complaint_what_happened":"CFPB Complaint Narrative Company : Navy Federal Credit Union Product : Credit card Issue : Unauthorized transactions Account/Card Ending : XXXX Date of initial dispute : XX/XX/2024 Amount disputed : {$480.00} I am filing this complaint to report and document my ongoing dispute with Navy Federal Credit Union regarding unauthorized transactions on my credit card ending in XXXX. \n\nI initially submitted a fraud claim to Navy Federal on XX/XX/2024, disputing charges totaling {$480.00}. These were all online transactions for items I did not authorize, including purchases from XXXX and a charge related to XXXX  medication. I did not receive any of the merchandise from these charges at my residence. My card was in my possession the entire time, and I have never shared it with anyone. \n\nIn response, Navy Federal issued a message stating that \" no error has occurred '' after a \" thorough investigation. '' However, they did not provide any explanation or detail on how this determination was made. I called customer service and verbally requested the methods used in their investigation, but I believe my concern was never properly documented. \n\nI have since submitted a second review request, which includes a formal police report filed with the XXXX Police Department and this complaint to the Consumer Financial Protection Bureau. I am attaching the police report as supporting documentation. \n\nIn my second review, I clarified : Why the claim should be honored : These were unauthorized, online transactions. I did not benefit from or receive the products. \nPossession of the card : The physical card was with me at all times. \nPossible compromise : I believe the card information was stolen at a diner during travel in late XX/XX/2024, possibly around XX/XX/XXXX. \nNo shared use : I have never allowed anyone else to use my card. \nNo merchandise received : None of the fraudulent items were delivered to me. \nThis is a sincere and honest request for assistance. I respectfully ask the CFPB to investigate and ensure that Navy Federal provides transparency about how they reached their initial decision. I believe this matter was wrongly closed, and with the new documentation, it deserves to be fairly reconsidered.","date_sent_to_company":"2025-05-04T15:14:41.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60653","tags":null,"has_narrative":true,"complaint_id":"13327121","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-05-04T14:50:22.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["CFPB <em>Complaint</em> <em>Narrative</em> Company : Navy Federal <em>Credit</em> Union Product : <em>Credit</em> <em>card</em> Issue : Unauthorized transactions Account/<em>Card</em> Ending : XXXX Date of initial <em>dispute</em> : XX/XX/2024 Amount <em>disputed</em> : {$480.00} I am filing this <em>complaint</em> to report and document my ongoing <em>dispute</em> with Navy Federal <em>Credit</em> Union regarding unauthorized transactions on my <em>credit</em> <em>card</em> ending in XXXX. \n\nI initially submitted a fraud claim to Navy Federal on XX/XX/2024, <em>disputing</em> <em>charges</em> totaling {$480.00}."],"product":["<em>Credit</em> <em>card</em>"],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Card</em> was charged for something you did not purchase with the <em>card</em>"]},"sort":[20.454317,"13327121"]},{"_index":"complaint-public-v1","_id":"2234302","_score":20.31183,"_source":{"product":"Credit card","complaint_what_happened":"Summary : An unauthorized charge for {$200.00} posted to my account on XXXX. I immediately disputed the charge via telephone and requested a security close on my account. After investigating, Citi reversed the temporary credit and said I was responsible for the charge. However, the charge copy provided by Citi clearly shows that the charge was not made by me, nor were the goods shipped to my address. \n\nDisputed charge details : XXXX/XXXX/2016 {$200.00} XXXX Detailed narrative : On or about XXXX, I noticed XXXX pending charges on my Costco Citi Visa account . The charges were for XXXX ( detailed above ) and also for \" XXXX XXXX ''. Neither I nor my wife ( the only other authorized cardholder ) recognized either merchant. \n\nSuspecting fraudulent activity, I called Citi at XXXX and requested a security close of my card. At that time, I also said I believed both charges were fraudulent. The CSR said it was not possible to remove the charges because they were pending and not yet posted. \nA day or so later, both charges were posted to my account. I called Citi again at the same number. The CSR said that the charges should have been flagged as fraudulent during my first call, but had not. She then said she had probably flagged them as fraudulent in the system. \n\nI received my replacement card with a new account number and activated it on XXXX. \nOn XXXX, I received an electronic notification from Citi with additional details about the XXXX charge. I called Citi to determine if I needed to send the letter in or not, and was transferred to the Security Department. I was told that the XXXX charge was not properly flagged in the system as fraudulent but the CSR was not sure if I needed to send the letter in or not. The CSR said she marked the charge as fraud. \n\nAbout an hour later Citi called me back and said I did need to send the letter in. I checked the box that indicated that I was disputing the charge as fraudulent, signed the form, and then mailed it to the address on the notice ( Citi Cards, XXXX, MO XXXX ). \n\nOn XXXX, I received a letter from Citi that said \" Based on the information available, we have closed our investigation and reversed our credit. If you did not make or authorize this charge ( s ), please sign the following statement ... '' I signed a copy of the letter and sent it to Citi using the same address as before. This letter was sent via Certified Mail. \n\nThe XXXX letter also included the charge copy for the disputed transaction. According to the charge copy, the purchaser 's name is XXXX ; last name redacted XXXX ; and the shipping and billing addresses are in XXXX Illinois. \n\nTo be very clear : I do not know XXXX ; redacted XXXX ;, nor is she an authorized cardholder. \nI do not know anyone in XXXX, IL. \nI have not ever done business with XXXX. \nUsing Citi 's own documentation, this charge was clearly not made by an authorized cardholder. \nNeither I nor anyone authorized by me made this charge. \n\nSupplemental Information : The Citi letter sent XXXX including the charge copy are included in this complaint.","date_sent_to_company":"2016-12-03T20:17:57.000Z","issue":"Identity theft / Fraud / Embezzlement","sub_product":null,"zip_code":"30097","tags":null,"has_narrative":true,"complaint_id":"2234302","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2016-12-03T20:17:56.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Disputed</em> <em>charge</em> details : XXXX/XXXX/2016 {$200.00} XXXX Detailed <em>narrative</em> : On or about XXXX, I noticed XXXX pending <em>charges</em> on my Costco Citi Visa account . The <em>charges</em> were for XXXX ( detailed above ) and also for \" XXXX XXXX ''. Neither I nor my wife ( the only other authorized cardholder ) recognized either merchant. \n\nSuspecting <em>fraudulent</em> activity, I <em>called</em> Citi at XXXX and requested a security close of my <em>card</em>. At that time, I also said I believed both <em>charges</em> were <em>fraudulent</em>."],"product":["<em>Credit</em> <em>card</em>"]},"sort":[20.31183,"2234302"]},{"_index":"complaint-public-v1","_id":"21041998","_score":19.667603,"_source":{"product":"Credit card","complaint_what_happened":"Complaint against : Bank of America Product : Credit card Issue : Dispute transaction / Fraud Complaint narrative : I am filing a complaint regarding Bank of Americas denial of my fraud claim ( Claim # XXXX ) involving a {$1900.00} credit card charge resulting from an airline impersonation scam. \n\nOn XX/XX/year>, I called what I believed was XXXX XXXX customer service after searching for their contact number. The individual I spoke with falsely represented themselves as XXXX XXXX and instructed me to purchase a more expensive refundable ticket in order to cancel my existing ticket. This was a fraudulent misrepresentation designed to induce payment. \n\nThe charge was processed by a merchant identified as \" XXXXXXXX XXXX XXXX, '' which is not XXXX XXXX. I would never have authorized this transaction had I known the true identity of the merchant. \n\nKey facts demonstrating fraud : The confirmation email came from XXXX, not XXXX XXXX XXXX XXXX confirmed this company is not affiliated with them I never received a valid airline ticket number XXXX confirmed no reservation exists in my name No services were delivered The merchant misrepresented their identity and affiliation The phone number later went unanswered This matches documented airline impersonation scams I reported the fraud promptly after discovery : XX/XX/year> Reported to Bank of America XX/XX/year> Fraud claim opened Card immediately closed per bank recommendation I provided Bank of America with documentation including the fraudulent email, charge documentation, fraud timeline, and evidence of known scam patterns. \n\nThis transaction meets the definition of fraud because authorization was obtained through impersonation and material misrepresentation. Under XXXX  rules XXXX transactions authorized under fraudulent pretenses are still considered fraud. \n\nDespite this evidence, Bank of America denied the claim. I believe the transaction may have been incorrectly classified as a merchant dispute rather than fraud induced by deception. \n\nThis loss of {$1900.00} represents a significant financial hardship and resulted from a sophisticated impersonation scam. I took immediate steps to report the fraud and prevent further losses. \n\nI am requesting that Bank of America : Reconsider this claim under fraud provisions Explain what evidence was relied upon in denying the claim Identify what fraud criteria were applied Confirm how this case does not meet fraud definitions involving impersonation I am submitting this complaint in good faith and requesting a fair review under applicable consumer fraud protections. \n\nDesired resolution : Reimbursement of the fraudulent charge and proper classification of the transaction as fraud.","date_sent_to_company":"2026-04-08T06:38:35.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90405","tags":"Older American","has_narrative":true,"complaint_id":"21041998","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-08T06:14:06.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>Complaint</em> against : Bank of America Product : <em>Credit</em> <em>card</em> Issue : <em>Dispute</em> transaction / Fraud <em>Complaint</em> <em>narrative</em> : I am filing a <em>complaint</em> regarding Bank of Americas denial of my fraud claim ( Claim # XXXX ) involving a {$1900.00} <em>credit</em> <em>card</em> <em>charge</em> resulting from an airline impersonation scam. \n\nOn XX/XX/year>, I <em>called</em> what I believed was XXXX XXXX customer service after searching for their contact number."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[19.667603,"21041998"]},{"_index":"complaint-public-v1","_id":"15667966","_score":18.843359,"_source":{"product":"Credit card","complaint_what_happened":"Company : The XXXX XXXX XXXX ( Issuer ) Additional Company Mentioned : Concora Credit Inc. ( Servicer for Milestone Mastercard ) Product : Credit Card ( Milestone Mastercard ) Complaint Narrative I am filing a complaint regarding a fraudulent Milestone Mastercard account that was opened in my name by The XXXX XXXX XXXX ( issuer ) and is serviced by Concora Credit Inc . \n\nChronology of Events : Friday evening, XX/XX/XXXX ( Hawaii XXXX ) : I was alerted to a fraudulent credit application made in my name through Milestone Mastercard. When I accessed the account via Concora online, I noticed it had been approved for a {$700.00} credit line, and the mailing address used to apply on file belonged to another person in Maryland. \n\nUsing the phone number provided on the internet, I accessed the automated system and successfully froze the card to prevent use. \n\nEarly morning, XX/XX/XXXX : I called The XXXX XXXX XXXX  as soon as their business hours opened and explicitly reported the fraud. I was told the card would be stopped and that I would receive an affidavit affirming it was a fraudulent application and to dispute the account. Must be noted that at XXXX ( Hawaii XXXX ) on the same morning, I received an email from Concora Credit stating an application for an Indigo Mastercard issued by XXXX XXXX was denied. The address on the letterhead was the same as the one used to obtain the Milestone card. ( XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ; XXXX XXXX, MD XXXX ) Monday morning, XX/XX/XXXX : Despite my prior fraud report, I received an email congratulating me that my Milestone Mastercard account had been opened, instructing me to register the card. \n\nI accessed the online account again and saw a {$120.00} annual fee charged to the account, even though I had already reported it as fraud. \n\nI called the same phone number I had previously used to freeze the account. This time, the automated system prompted me again with an option to press 3 to freeze the card. This indicated that the account had somehow been unfrozen and was again available for use. \n\nWhen I attempted to freeze the account again, the system stated business hours are closed. I also attempted to report unrecognized charges, but the system again responded that business hours are closed. This left me with no way to secure my identity or account in real time. \n\nWhy This Is a Serious Issue 1. Negligence after prior notice The bank opened and activated an account after I had already reported it as fraudulent. \n\n\n2. Unauthorized charges A {$120.00} annual fee was billed to a fraudulent account. \n\n\n3. Failure of fraud reporting system Fraud reporting and account freezing were not accessible outside business hours, which is unacceptable given the urgency of identity theft. \n\n\n4. Risk of financial harm My identity remains at risk, and the fraudulent account could negatively impact my credit report.","date_sent_to_company":"2025-09-02T20:02:45.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"96706","tags":null,"has_narrative":true,"complaint_id":"15667966","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CLGF Holdco 1, LLC","date_received":"2025-09-02T19:51:20.000Z","state":"HI","company_public_response":null,"sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["Company : The XXXX XXXX XXXX ( Issuer ) Additional Company Mentioned : Concora <em>Credit</em> Inc. ( Servicer for Milestone Mastercard ) Product : <em>Credit</em> <em>Card</em> ( Milestone Mastercard ) <em>Complaint</em> <em>Narrative</em> I am filing a <em>complaint</em> regarding a <em>fraudulent</em> Milestone Mastercard account that was opened in my name by The XXXX XXXX XXXX ( issuer ) and is serviced by Concora <em>Credit</em> Inc ."],"product":["<em>Credit</em> <em>card</em>"],"issue":["Getting a <em>credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Card</em> opened without my consent or knowledge"]},"sort":[18.843359,"15667966"]},{"_index":"complaint-public-v1","_id":"20190283","_score":18.737736,"_source":{"product":"Credit card","complaint_what_happened":"Product : Credit Card Company : Capital One Complaint Narrative I am filing this complaint regarding Capital Ones failure to stop repeated unauthorized credit card charges associated with a disputed transaction involving an interstate moving company, XXXX XXXX XXXX. \n\nI authorized a single moving service scheduled for XX/XX/XXXX, based on a confirmed firm quote of {$7000.00}. After the move, the merchant issued an invoice totaling {$14000.00}, more than double the agreed price, and charged my credit card for the increased amount. \n\nTo date, I have paid {$9100.00}. The amount I formally dispute is {$5000.00}. \nI promptly disputed the unauthorized charges with Capital One. However, instead of resolving the matter, the merchant repeatedly re-charged my credit card after disputes were opened. The charges were submitted in varying amounts ( {$2000.00} and {$3000.00} ) and were sometimes split into separate transactions so they would process. The merchant also created a false charge claiming a one-piece furniture moving service each time. \nThese additional charges occurred on : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX As a result of these repeated re-billings, the total amount charged or attempted by the merchant has now reached {$15000.00}, even though the disputed amount remains {$5000.00}. \n\nOn XX/XX/XXXX, I contacted Capital One to escalate the dispute to their fraud department. I was told that an investigation would be conducted and that I would receive an update within 15 days. I was also advised not to take further action at that time. \n\nWhen I called again on XX/XX/XXXX, Capital One was unable to provide any update. The representative did reopen the cases so that I could upload supporting documentation. However, after I uploaded the documents, the system automatically closed the case stating that the dispute deadline had passed.\n\nThe delay occurred for two reasons : 1. Capital One mailed dispute documentation to my new address in New Hampshire while I was still physically located in Connecticut, so I did not receive the letter in time.\n\n2. I followed Capital Ones instruction on XX/XX/XXXX to wait for the fraud investigation before submitting documentation. \n\nAlso at Capital Ones instruction, I replaced my credit card number twice in order to stop the unauthorized charges. Despite this, the merchant continued charging newly issued replacement cards using stored card credentials. Capital One has not implemented an effective block to prevent these charges.\n\nThis situation has now resulted in more than ten separate dispute cases for the same underlying transaction. Each time I contact Capital One, I must restart the process with a different representative, and no permanent resolution has been provided.\n\nThis is no longer a standard billing dispute. It involves repeated unauthorized post-dispute charges, continued billing after card replacement, and fabricated service charges.\n\nResolution Requested I respectfully request that Capital One : 1. Permanently reverse the disputed amount of {$5000.00}.\n\n2. Reverse the fraudulent charges totaling {$15000.00}.\n\n3. Implement a permanent network-level block preventing further charges from this merchant.\n\n4. Treat the repeated post-dispute billing as unauthorized transactions requiring fraud-level review.\n\n5. Assign a single case specialist and provide written confirmation that no further charges from this merchant will be permitted.\n\nWithout intervention, this issue continues to result in repeated unauthorized billing and ongoing financial harm.","date_sent_to_company":"2026-03-12T02:53:51.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"030XX","tags":null,"has_narrative":true,"complaint_id":"20190283","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-03-12T02:33:14.000Z","state":"NH","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Product : <em>Credit</em> <em>Card</em> Company : Capital One <em>Complaint</em> <em>Narrative</em> I am filing this <em>complaint</em> regarding Capital Ones failure to stop repeated unauthorized <em>credit</em> <em>card</em> <em>charges</em> associated with a <em>disputed</em> transaction involving an interstate moving company, XXXX XXXX XXXX. \n\nI authorized a single moving service scheduled for XX/XX/XXXX, based on a confirmed firm quote of {$7000.00}."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.737736,"20190283"]},{"_index":"complaint-public-v1","_id":"15385944","_score":18.730246,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Continuation of Fraud / Scam ClaimXXXX New Complaint ( Earlier CFPB Case XXXX ) Narrative : I am filing this complaint as a continuation of my earlier CFPB case number XXXX filed on XXXX XXXX against Bank of America ( BoA ). Despite the earlier case being closed, the underlying issue remains unresolved, and BoA has now internally reopened the matter but continues to mishandle it. \nBackground : In XX/XX/year>, my Bank of America credit card was fraudulently charged with two transactions totaling {$5000.00} in XXXX. \nI was physically not present in XXXX ( I was in XXXX, XXXX from May 2031, 2025 with my family ). \nDespite my repeated requests, BoA has never provided documentary evidence ( invoice, receipt, authorization trail ) from the merchant justifying the charges. \nInstead, BoA closed my claim in favor of the merchant without proper proof. \nRecent development : On XX/XX/year>, I received an email from XXXX XXXX XXXX XXXX, Client Advocate, acknowledging my complaint again and leaving me a voicemail requesting I call him back. \nXXXX XXXX is the same officer who previously denied and closed my claim. In the interest of impartiality and fairness, I believe it is inappropriate for him to review the same case again. \nI have already submitted all supporting documents, including emails, XXXX screenshots, travel proof, and bank alerts. There is nothing further I can add ; the burden now rests on BoA to provide proof.\n\nConcerns : 1. BoA refuses to provide documentary evidence supporting the disputed charges.\n\n2. The same officer who previously failed my claim has been reassigned, raising serious concerns of bias.\n\n3. I continue to receive prank/fraudulent calls linked to this matter, adding to stress and insecurity.\n\n4. At 73 years of age, with health issues, both my wife and I are suffering extreme stress because of BoAs mishandling.\n\nI respectfully request CFPB to reopen this matter as a new complaint since BoAs handling has been inadequate and partial, and the dispute remains unresolved. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-08-19T05:11:30.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"15385944","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-08-19T04:22:28.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Background : In XX/XX/year>, my Bank of America <em>credit</em> <em>card</em> was <em>fraudulently</em> charged with two transactions totaling {$5000.00} in XXXX. \nI was physically not present in XXXX ( I was in XXXX, XXXX from May 2031, 2025 with my family ). \nDespite my repeated requests, BoA has never provided documentary evidence ( invoice, receipt, authorization trail ) from the merchant justifying the <em>charges</em>. \nInstead, BoA closed my claim in favor of the merchant without proper proof."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.730246,"15385944"]},{"_index":"complaint-public-v1","_id":"10633635","_score":18.361631,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I became a victim of identity fraud. My US Bank issued VISA debit card, ending in XXXX was used for an unauthorized transaction by an entity known XXXX XXXX XXXX  while I was on vacation in the XXXX XXXX. As soon as I discovered the unauthorized use, I reported it to US Bank. I continued to provide as much information as I could about the transaction to US Bank over the course of the last several months. ( See Exhibits A, B ). US Bank initially provided me with a credit for the amount of the fraudulent transaction for {$1100.00}. On XX/XX/year>, US Bank sent me a denial of my fraud claim, and ten days later reversed the credit of {$1100.00}. ( See Exhibit C ). \n\nUS Bank claims that they are unable to assist me with resolving my fraud dispute and retracted the initial credit. US Bank states that it made its determination based on the following information XXXX XXXXXXXX XXXX provided terms and conditions that made the transaction nonrefundable XXXXXXXX XXXX  customers are required to provide all personal information and acknowledge that they accept all terms and conditions of the transaction When I requested US Bank send me the information it relied on in its findings listed above, it provided me with documentation from VISAs communication from the merchant. ( See Exhibit C ). No where in the documentation from the merchant can I find any mention of XXXX XXXX terms and conditions. Additionally, no where in the documentation allegedly relied on can I find any mention of the merchant using my name or referencing any personal information, with the exception of the last four digits of my US Bank debit card ( information that this person/entity would have gained from swiping my card or from the VISA dispute ). \n\nThe entire narrative presented by XXXX XXXX to US Bank, via Visa, is a fiction. As I have stated in every communication with US Bank from the moment I identified the unauthorized use, when I first called US Bank to dispute the charge at approximately XXXX3 XXXX XXXX on XX/XX/year> ( XXXX XXXX  XX/XX/year> EST ), I was the victim of fraud and unauthorized use. ( See Exhibit D ). I, along with XXXX friends, called an XXXX from a neighborhood in XXXX XXXX, attempting to get back to our XXXX in another neighborhood in XXXX XXXX. The driver who came to pick us up, identified himself as XXXX. He told us that he could not take us to the location we needed to go using the XXXX we had called, but that he would still take us there and we could pay outside of the XXXX app. I canceled the XXXX per XXXX instruction. Please see the XXXX cancellation receipt from XX/XX/year> at XXXX EST. ( Exhibit XXXX ). Once we got to our XXXX, XXXX advised me he would charge me XXXX XXXX XXXX. I agreed to that price and handed over my debit card. He swiped the card, and he advised me he could send me the receipt via XXXX. He gave me a phone number, which I only later realized was fake. As soon as XXXX gave me back my card I knew something wasnt right. He drove away and I immediately checked my banking app where I saw he had taken {$1100.00} from my US Bank Checking account. This was the first and only time I saw the name XXXX XXXX as that was the business identified as the one who took the {$1100.00} in my pending transactions. As soon as I could get a call through, I called US Bank to advise them of the unauthorized use and attempted to stop the payment, but I was advised I could not. \n\nI am extremely confused why US Bank has determined that XXXX XXXX narrative provides US Bank with a legitimate reason to dismiss my claims. In addition to being fiction XXXX XXXX XXXX response is riddled with clear inaccuracies. Again, I called US Bank to report the fraud at XXXX XXXX EST on XX/XX/year>, a time during which the XXXXXXXX XXXX narrative alleges I was on a night tour. It also claims that payment was made on XX/XX/year> after a round trip night tour per the receipt, yet that payment was made sometime between XXXX XXXX EST XX/XX/year> and XXXX XXXX EST XX/XX/year>, per my screenshot of the payment after I looked at my US Bank application. ( Exhibit F ). I am not sure what night tour that allegedly would be XXXX hours ( as it is XXXX hours one way from XXXX to XXXX ) ends at XXXX, especially in the XXXX XXXX XXXX I would be interested to know what is visible during these night tours or why one would be in need of a night tour round trip from these locations. \n\nThe merchants narrative response to the XXXX dispute also states that one of them agreed to pay with his cardand they would agree with each other later. The narrative attempts to show the merchant recalls the transaction, and yet I am a woman, and so I find it interesting that they claim a man made the payment. They also have not provided anything that has my personal information, so I am guessing the merchant lacks my name and information, so the merchant guessed it must have been a man who proffered payment. \n\nFinally, US Banks advice for me in light of its denial, is that I work with the merchant to resolve my claim. As mentioned above, I have no contact information for the merchant. Ive attempted to get XXXX to provide me with the contact information for XXXX, to no avail. I attempted to call XXXX on the fake number he provided me. I have also attempted to get US Bank and VISA to give me XXXXXXXX XXXX contact information, which they claim they can not do. ( Exhibit G ). US Bank is the only entity in this transaction with the power to resolve the issue. \n\nTo reiterate, in addition to being a made-up story, the alleged merchant provided no evidence of terms or conditions that I agreed to, nor any evidence that the merchant had my personal information or proof that I agreed to any terms and conditions. US Bank has therefore not provided any legitimate reason for denying my claim. \n\nBy denying my claim using the above stated reasoning, US Bank has acted in bad faith by refusing to reimburse me for fraudulent transactions despite me providing sufficient evidence and the merchant providing nothing legitimate, violated California consumer protection laws by not adequately addressing my complaint, and has engaged in unfair business practices by denying my claim without a reasonable basis. \n\nUS Bank has failed to protect me, a lifetime user of their banking services and a consumer, by allowing a merchant to take a significant sum from me in an unauthorized transaction, and then buy into the merchants fabricated narrative. I ask that US Bank reverse its denial, and I demand that US Bank re-issue the {$1100.00} to my checking account as soon as possible. \n\nI appreciate your prompt attention and consideration of this appeal and complaint.","date_sent_to_company":"2024-10-30T18:36:31.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"94550","tags":null,"has_narrative":true,"complaint_id":"10633635","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2024-10-30T18:24:58.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On XX/XX/year>, US Bank sent me a denial of my fraud claim, and ten days later reversed the <em>credit</em> of {$1100.00}. ( See Exhibit C ). \n\nUS Bank claims that they are unable to assist me with resolving my fraud <em>dispute</em> and retracted the initial <em>credit</em>."]},"sort":[18.361631,"10633635"]},{"_index":"complaint-public-v1","_id":"14260916","_score":17.762657,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint Summary : Chime denied my fraud dispute ( Claim ID : XXXX ) for two unauthorized XXXX XXXX transactions totaling {$2400.00} that occurred on XX/XX/year>. I reported the incident to Chime the same day it happened, but their support team told me I had to wait until the transactions cleared to file a dispute. I filed the official dispute on XX/XX/year>. \nI also filed a police report with the XXXX Police Department, which I shared with Chime as part of my dispute. \n\nThe police report narrative I filled says the following : \" I received a text message about a fraudulent charge made to my Chime banking account of {$440.00} at a XXXX XXXX XXXX, FL on Tuesday, XX/XX/XXXX at XXXX. Then I received a text on XX/XX/year> at XXXX from XXXX about a fraudulent charge made in Idaho for {$390.00}. I saw no proof of those transactions on my account. I woke up this morning, XX/XX/year> and had received a message from XXXX stating there was an attempt to make a XXXX transfer to XXXX XXXX for {$960.00}. Then the XXXX number called me and I answered. The caller told me my entire account had been compromised because an unknown person had access to my account and claimed to be Chime support. They were telling me to use the \" Pay Anyone '' feature to an email they created called \" XXXX ''. The last four digits of that email are part of my social security that I did not provide them with, and had not created this account myself. Chime blocked this transaction, but the caller had me try it again with a new email \" XXXX ''. This transaction also did not go through. The caller told me they would call me back when the system was internally reset by the Chime security team. Then the caller calls me back at XXXX on a new number XXXX which is the number listed on Chime 's website as customer support. I ignored the first two calls and answered the third. We proceeded with the transaction by adding all of the funds in my checking and savings account to a \" XXXX '' virtual card. The caller then instructed me to add the virtual card to my XXXX XXXX on my phone. They told me I could go to a Chime affiliated ATM and use my Chime debit card to withdraw all of the money from my account in cash. I tried to do this twice and it did not work. I now have two pending transactions of {$1400.00} and {$960.00} to the \" XXXX '' virtual card, which I do not have any virtual or physical access to. I have contacted the Chime support team to report the fraud. \n\n\n\nChime claimed the transactions were authorized using vague login or device data, but they provided no actual proof that I initiated or approved these transactions. I do not have access to the XXXX virtual card or the XXXX XXXX involved. \nThis violates : 12 CFR 1005.6 Limiting my liability 12 CFR 1005.11 Requiring provisional credit Chimes Terms of Service, which guarantee zero liability if fraud is reported promptly","date_sent_to_company":"2025-06-25T00:00:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"741XX","tags":null,"has_narrative":true,"complaint_id":"14260916","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-06-24T23:49:00.000Z","state":"OK","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The police report <em>narrative</em> I filled says the following : \" I received a text message about a <em>fraudulent</em> <em>charge</em> made to my Chime banking account of {$440.00} at a XXXX XXXX XXXX, FL on Tuesday, XX/XX/XXXX at XXXX. Then I received a text on XX/XX/year> at XXXX from XXXX about a <em>fraudulent</em> <em>charge</em> made in Idaho for {$390.00}. I saw no proof of those transactions on my account."]},"sort":[17.762657,"14260916"]},{"_index":"complaint-public-v1","_id":"4642787","_score":16.539068,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On my XX/XX/XXXX, Chase Credit Card Statement, I noticed 6 fraudulent charges from XXXX that I had not made. Those charges are : Ordered by XXXX XXXX on XXXX, from XXXX XXXX XXXX  XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... .. '' some kind of pet toy, unclear what '' ... ... ... ... ... ... XXXX {$7.00}. XXXX Ordered by XXXX XXXX on XXXX, from XXXX FL XXXX XX/XX/XXXX Order # XXXX per fraud representative ... ... ... .XXXX XXXX XXXX '' {$8.00} Ordered by XXXX XXXX XXXX XXXX, from XXXX, TX XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... ... XXXX '' XXXX XXXX '' {$24.00} Ordered by XXXX XXXX on XXXX, from XXXX, AZ XXXX XX/XX/XXXX XXXX # XXXX per fraud representative ... .. \" XXXX XXXX '' {$42.00} Ordered by XXXX XXXX on XXXX XXXX XXXX XXXX, WI XXXX XX/XX/XXXX XXXX # XXXX per fraud rep ... '' XXXX XXXX XXXX '' {$32.00} Ordered by XXXX XXXX on XXXX, XXXX XXXX XXXX, FL XXXX XX/XX/XXXX Order # XXXX per fraud rep '' also XXXX XXXX -- XXXX '' {$32.00} Total Fraudulent Charges to my Chase Credit Card Acct XXXX ... {$140.00} I reported the charges to Chase Fraud with another unrecognized one to Amazon. I notified Chase Fraud that the Amazon one was valid, but the other 6 XXXX charges were not. Chase replaced my credit card and initially replaced my credit card and refunded the 6 XXXX charges. The following bill reflected that refund. \n\nThe next bill recharged me for the 6 XXXX fraudulent amounts followed by a letter denying my fraudulent claim because I \" had shopped there before, '' I learned from a follow up call. There is no XXXX near me and I have only shopped there more than a year before online, which I stated. The Chase representative unpleasantly told me the case was closed. I asked how to reopen it because I had not made the charges, and was told Chase needed more information, such as the order numbers. \n\nI immediately called the XXXX help line and got the order numbers, called Chase Fraud right back and gave them to the Chase Fraud Department. \n\nSince that time in early XXXX, I have been denied 6 times with formal letters. When I called each time to ask why, Chase insisted I must give them more information : amounts of purchases, address of charger, and finally, names of the chargers and credentials asked for by XXXX. \n\nThis information was relatively easy for me to get from XXXX and XXXX Help representative \" XXXX '' representative had emailed me that he knew I did not make the charges, signed with his name and position at XXXX. I sent Chase that email but Chase would not accept that information from me because it did not come directly from XXXX. Not knowing I was supposed to send it directly from XXXX, I sent the body of the letter to Chase. \n\nI immediately began to email \" XXXX '' again asking him to please verify the information the former email and send it to me. I never got the same representative again and email responses told me to contact my bank. \n\nIn utter frustration in XXXX, I asked my local Chase bank for help. A XXXX XXXX XXXX XXXX called the Chase Fraud Department and was given no information but was able to open the case again. \n\nUltimately, I got 3 emails from XXXX saying they would send me an email verification of the information in 24 hours, then 48 hours, then 24 hours, again. I never received the email but did learn verbally -- present at a call made by XXXX  ... .. -- that XXXX had sent Chase Fraud the verification and Chase in late XXXX, refunded the first 2 charges for {$7.00}, and {$8.00}. I received a letter saying that Chase had resolved my dispute. \n\nI responded in email thanking Chase for the refund of the 2 charges, but there were 4 more that were fraudulent. XXXX called again with me present and was able to establish that the case is again open and I would hear in 15 days. She also asked in my behalf, if there were another department to more effectively handle this dispute which had continued for 5 months. I did not hear, though I did not get another denial letter, and was told that I would hear from the Chase Complaint Department. \n\nI was contacted by XXXX in the Chase Complaint Department on XX/XX/XXXX, who promised after reviewing my case, to contact me in another 7-10 days. \n\nIf Chase was satisfied enough to refund 2 of the 6 charges, they had the same information to refund the other 4. They said at the last call that unfortunately, they were \" very backed up, '' with which I sympathize ; but it has been 5 months and I have diligently and politely given them every piece of information they asked for verbally, and in writing, and paid the charges in full. Previously, when I gave the required information to Chase without XXXX forwarded emails, a representative at the Chase Fraud Department said that the information was not acceptable because it was \" a narrative, and they had no way of knowing where i got the information or if I made it up! '' I have documented all correspondence from XXXX until XX/XX/XXXX, in emails, Certified Return Receipts letters, and notes taken at phone calls. I have been a constant paying customer with no problem like this ever, in the many years I have had a Chase credit card. \n\nPlease help me resolve this lengthy frustrating fraud claim. If you need anything more specific to do so, please let me know.","date_sent_to_company":"2021-08-18T21:01:19.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60035","tags":null,"has_narrative":true,"complaint_id":"4642787","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-08-18T19:36:01.000Z","state":"IL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I notified Chase Fraud that the Amazon one was valid, but the other 6 XXXX <em>charges</em> were not. Chase replaced my <em>credit</em> <em>card</em> and initially replaced my <em>credit</em> <em>card</em> and refunded the 6 XXXX <em>charges</em>. The following bill reflected that refund. \n\nThe next bill recharged me for the 6 XXXX <em>fraudulent</em> amounts followed by a letter denying my <em>fraudulent</em> claim because I \" had shopped there before, '' I learned from a follow up <em>call</em>."],"product":["<em>Credit</em> <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[16.539068,"4642787"]},{"_index":"complaint-public-v1","_id":"5765019","_score":15.738793,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The below narrative can also be found on the attached file named \" Complaint Letter.pdf ''. \n\nI want to file a complaint about HSBC XXXX on them not exercising due diligence and inappropriately reporting me to the credit bureau for late payment. \nI am a current HSBC credit card holder. However, I rarely use HSBC 's credit card. ( please see the attached HSBC credit card statement regarding my usage of HSBC 's credit card ). \n\nOn XX/XX/XXXX, I was charged by a merchant ( XXXX XXXX XXXX ) without my consent for USD XXXX. Since I rarely use HSBC 's credit card and knowing that I haven't used it for months, I was not tracking my statement. Owing to this, I had a missed payment and I was notified by HSBC via a letter for non-payment. I called HSBC on XX/XX/XXXX and disputed the charge as I did not authorize it. I also told HSBC that to block this merchant from charging me again in the future. HSBC acknowledged ( acknowledged by HSBC XXXX XXXX, employee ID XXXX ) over the phone to me that they had disputed the charge. HSBC claimed that the charge for whatever reason was valid, but they had refunded me the late fee and interest charge. I was assured by a HSBC associate that I should not expect any unauthorized from that merchant. I have also explicitly asked HSBC to remove my late payment record that they had reported to the credit bureau due to the fact that it was an unauthorized charge and I should not be responsible for the payment. HSBC said over the phone to me that they had filed a correction request to the credit bureau, but to my knowledge they did not do anything as the late payment record can still be found on my credit report. \n\nTo my disbelief, 8 Months after on XX/XX/XXXX I was again charged by the same merchant XXXX XXXX XXXX XXXX ) for USD XXXX, on my new, replaced HSBC credit card ( HSBC had since replaced my credit card twice ). Since I haven't used my replaced card ( and knowing I probably never will ), I was not monitoring the credit card statement. That again incured a late fee and interest charged. I called HSBC on XX/XX/XXXX to reason and dispute with HSBC, and HSBC agreed to I ) remove the late fee and interest charge, XXXX ) start an investigation and dispute the charges, and ; III ) try to remove the late payment record reported to the credit bureau as I have disputed the event, and also to the fact that I have asked HSBC to block that merchant from charging me again in XX/XX/XXXX. \n\nHSBC submitted a credit bureau dispute on XX/XX/XXXX, but then they replied to me via a letter that no late payment was reported to the credit bureau during that period, and thus there is nothing to correct. Since the result of dispute investigation was not made known to me by that time, I decided to wait and act until the investigation is done and communicated with me. Little did I know that during that period, HSBC reported me to the credit agency that I missed another payment. I was shocked to learn this only through my credit monitoring app ( \" XXXX XXXX  '' ). HSBC effectively just told me to wait for the investigation but also on the other hand reported me to the credit bureau on a late payment that I have just disputed and explicitly asked them not to. I called immediately HSBC on XX/XX/XXXX and spoke with HSBC XXXX XXXX ( Employee ID XXXX ) and asked how did this happen. I found that not only HSBC has not cleaned up my credit report from XX/XX/XXXX, but they were now adding another late payment record to my credit report in XXXX. I immediately asked XXXX to help to put a stop to my entire card. On XX/XX/XXXX, XXXX confirmed that HSBC has filed a dispute regarding both my XX/XX/XXXX and XX/XX/XXXX event to the credit bureau, and also my case was escalated and will be reviewed and contacted by someone from HSBC. During my talk with XXXX, I demand answers to the following questions : I ) I have disputed this merchant ( XXXX XXXX XXXXXXXX ) once already on XX/XX/XXXX and asked for a permanent block from this merchant at that time. Why is this merchant allowed to continue to charge me? \nII ) I have already disputed the XX/XX/XXXX charges with HSBC by calling HSBC on XX/XX/XXXX. But why did HSBC just go ahead and reported me having a late payment when I was awaiting HSBC 's investigation result? This is not ethical, especially since HSBC knows that I cared about my XXXX XXXX and had communicated this explicitly with HSBC. \nIII ) I was assured by HSBC back in XXXX that I should have a new replacement card with a different card number and I shall not see any fraudulent charges. How did this happen again? \n\nI requested compensation for my loss. I was in a process of buying a house, and the sudden drop in XXXX XXXX caused me to lose the opportunity. I demanded compensation of either the amount of XXXX money or HSBC willing to be my loaner when another opportunity shows up. \n\nOn XX/XX/XXXX, I received an email from XXXX XXXX, a Customer XXXX XXXX, citing my complaint number to be XXXX. I called that number given by XXXX at least 3 times and left messages, but I never got a response back from XXXX. I finally heard back from XXXX on XX/XX/XXXX ( Her response email is attached ). Her response was unacceptable to me, as she just noted that HSBC has found no wrongdoings and denied that I have requested to block transactions from merchant XXXX XXXX XXXX. This is in total contradiction to what the HSBC XXXX have told me during all the previous phone calls, and XXXX did not back up her statement with any more details. Upon confirmation with HSBC XXXX XXXX ( employee ID XXXX ), I confirmed that all HSBC phone calls are recorded. I thus requested HSBC to share those phone call recordings with me, especially concerning the phone call made on XX/XX/XXXX, as I clearly remember that I have asked HSBC to not let that merchant to charge me again on that day. XXXX has not responded to me since even though she had assured XXXX that she was going to communicate with me on XX/XX/XXXX. She never called me back nor respond to my request. \n\nI am deeply disappointed that HSBC has not exercised their due diligence to take heed to their customer 's requests, and even to some extent deceiving their customer in my view. In my case, I was told by multiple agents that a correction had been made to the credit bureau, but that never happened. I have asked HSBC to block the merchant from charging me again, yet that again never happen. What's most important is HSBC advised me that I can sit and wait until the investigation is complete on my disputed payment, but in reality, they reported me for late payment to the credit bureau while I was waiting for the investigation result. \n\nAttached below is supportive evidence \" Account summary and transactions.pdf ''. This shows that I rarely use HSBC 's credit card, and thus I did not actively monitor the credit card 's statement knowing that I had not used it. \n\" XX/XX/XXXX - 10 day letter.pdf ''. This shows that I had already had an issue with the merchant in the past for XXXX consecutive unauthorized {$5.00} USD charges and I had disputed XXXX of those ( i.e. {$5.00} USD ) to HSBC on XX/XX/XXXX. ( presumably, as I no longer have access to my old 's credit card bank statement to confirm ). \n\" XXXX  XXXX XXXX ''. This is the latest reply I got from HSBC. HSBC had not provided any objective evidence to support its claim for saying \" I found no instances before XX/XX/XXXX in which you requested to block any transactions from \" XXXX ''. \". My request for obtaining a record of the conversation I had with HSBC on XX/XX/XXXX has also been ignored by HSBC. XXXX XXXX XXXX is mentioned to be the Customer XXXX  XXXX, and XXXX XXXX is mentioned to be the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n*A copy of the conversation I had with HSBC XXXX XXXX XXXX Employee ID XXXX ) can also be provided if needed. I can not upload it as it exceeds CFBPs XXXX uploading limit. But please reach out to me for a copy if needed, as XXXX and I have discussed most of my claims above. \n\n\nXXXX XXXX XX/XX/XXXX","date_sent_to_company":"2022-07-12T06:18:24.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"98021","tags":null,"has_narrative":true,"complaint_id":"5765019","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2022-07-12T05:36:17.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["The below <em>narrative</em> can also be found on the attached file named \" <em>Complaint</em> Letter.pdf ''. \n\nI want to file a <em>complaint</em> about HSBC XXXX on them not exercising due diligence and inappropriately reporting me to the <em>credit</em> bureau for late payment. \nI am a current HSBC <em>credit</em> <em>card</em> holder. However, I rarely use HSBC 's <em>credit</em> <em>card</em>. ( please see the attached HSBC <em>credit</em> <em>card</em> statement regarding my usage of HSBC 's <em>credit</em> <em>card</em> )."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"],"sub_issue":["Problem with personal statement of <em>dispute</em>"]},"sort":[15.738793,"5765019"]},{"_index":"complaint-public-v1","_id":"17328859","_score":15.44562,"_source":{"product":"Credit card","complaint_what_happened":"Company Name : Goldman Sachs Bank USA ( Apple Card Issuer ) Product : Credit Card Issue : Problems with a refund or credit balance ( Sub-issues : Fraudulent activity, failure to honor dispute resolutions, disability discrimination ). \n\nComplaint Narrative Important NOTE : If the person in charge of review and responding this XXXX complaint t responding with not a monetary resolution or compensation and after showing all documents and proofs that are totally clear evidence what i said is true. that will be a proof of Goldman Sachs Bank not reading investigating complaints and XXXX Allowing them discard complaints as closed.that will not aceptable I am filing this complaint because Goldman Sachs Bank USA ( GS ) has engaged in unlawful and deceptive practices by refusing to issue a substantial credit balance refund and by violating communication requirements related to my XXXX. \n\n1. Refusal to Issue Credit Balance Refund Following Dispute Resolution My Apple Card account currently holds a large credit balance ( approximately {$3800.00} at one point, with varying amounts referenced in messages ) which is owed to me following the resolution of several disputes and GSs determination that the account was fraudulently opened ( See GS Notice dated XX/XX/XXXX, stating, \" We've determined that your Apple Card account was opened fraudulently. \" ). \n\nGS Confirmed Refund : Multiple GS/Apple Card representatives confirmed that this balance was in my favor and scheduled it for refund. For example, on [ Date of XXXX  Invoice ] ( referencing messages around XXXX XXXX ), a supervisor confirmed the refund was being processed via check.but never get it call them requesting tracking number and check number they responding cant have that information note i Record all interaction same they does in case Goldman needs proof of the discrimination I m victim by representative several times by phone and messages they told my old lady, crazy man, they also responding with other accent and voice but same person when asking to supervisor Condition of Refund : GS representatives explicitly forced me to close other, pending disputes {$1900.00} total including XXXX ) as a condition for processing the large refund. I complied under duress, but GS then failed to honor their promise to send the refund, constituting a fraudulent inducement and breach of their arbitrary order. \nthey reverse disputes for a total of {$4800.00} even is crear the accepted the account under fraud I was forced to pay all money as a condition save my credit score that was XXXX. be cause I was closer to by a new home I was forced paid more than {$10000.00} dlls of fraud transactions even requested cancellation of the account in more that 5 times XX/XX/XXXX, XX/XX/XXXX, agost XXXX XXXX they didn't. when I cant paid any more they destroy my credit score Continued Non-Payment : Despite multiple requests via the XXXX XXXX messaging system ( documented in my evidence from XX/XX/XXXX through XX/XX/XXXX ), the refund has not been issued. GS continues to hold funds that belong to me. \n\n2. Failure to Honor Arbitration Agreement ( Material Breach ) I have filed for arbitration with XXXX  ( Case/Reference Number : XXXX ). The XXXX XXXX requires Goldman Sachs to pay all arbitration fees, aside from my initial nominal filing fee. GS has failed to pay the required fees to XXXX  ( after the invoice date of [ Date of XXXX  Invoice ] and the due date of [ Date Payment Was Due ] ), placing the proceeding on suspension and constituting a material breach of the Arbitration Agreement. This action has forced me to consider moving the case to civil court, solely because GS refuses to pay their legally/contractually mandated costs. \n\n3. Disability and Civil Rights Violation in Communication Despite repeatedly informing GS via the documented messages that I have a speech XXXX and must communicate in writing, GS staff stopped responding via message and demanded I call a voice number ( XXXX ) to \" authenticate '' or resolve the issue. This refusal to continue written communication, when fully aware of my XXXX, violates my civil rights and the agreement that messages are a legal form of communication. \n\nRelief Requested : IMMEDIATE REFUND : Goldman Sachs must immediately issue the full credit balance refund of [ Insert most recent confirmed amount, e.g., {$3800.00} ] owed to me. reopen disputes and refund my payment i did since XXXX total $ XXXX not responding with refund : HONOR ARBITRATION : Goldman Sachs must immediately pay all outstanding arbitration fees to XXXX  ( Ref : XXXX ) to allow the proceeding to continue, or face litigation in civil court. \n\nCORRECT CREDIT REPORT : GS must send a further request to the credit bureaus to ensure all negative marks related to the fraudulent account ( Account ending in XXXX ) are permanently removed and properly reported as \" closed at the consumer 's request. '' COMPENSATION : I seek compensation for the emotional distress and economic harm caused by their discriminatory communication practices and continued refusal to refund my money.","date_sent_to_company":"2025-11-18T19:52:29.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92231","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"17328859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2025-11-18T18:50:05.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Company Name : Goldman Sachs Bank USA ( Apple <em>Card</em> Issuer ) Product : <em>Credit</em> <em>Card</em> Issue : Problems with a refund or <em>credit</em> balance ( Sub-issues : <em>Fraudulent</em> activity, failure to honor <em>dispute</em> resolutions, disability discrimination )."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"]},"sort":[15.44562,"17328859"]},{"_index":"complaint-public-v1","_id":"9009452","_score":15.2940645,"_source":{"product":"Prepaid card","complaint_what_happened":"XXXX was filed here and to date no response has been given. BofA has had close to 4 years to investigate the fraud on my account. How much more time does the bank need? They are given two billing cycles and no more than 90 days to repair this mess and 4 years later here we are. While disputing these fraudulent charges I was never issued any type of provisional credit. My account was not closed nor was the card closed by the bank and a new card issued. This continued to pose huge problems as my number was being used both Internationally and here in the states. The fraud continued due to the lack of any security protection on the XXXX cards. This was a criminals heaven. I would wait on 6 hour hold times just to hear that the bank felt the charges were mine. Knowing they werent I began to become very proactive and with my due diligence began getting some of the money back. I knew something was off with the bank when they said to me that I could be going to a XXXX based dentist be on a XXXX XXXX shopping spree and be standing at an ATM in XXXX all within moments of one another. I gave them names of ATM owners I gave them names of store owners and they never filed any type of dispute charges on my behalf. How do I know this?? Three days ago I was on the phone with BofA claims and I was told that the XXXX XXXX shopping spree was still on my statement. When I found out that it was a gentleman who swiped the card numeorus times and was denied. The last time he swiped time XXXX or XXXX the bank approved the transaction. The manager said the moment your bank disputes the charge we would be happy to help you get your funds but the bank must initiate the claim. Now here is a bank who swears that the charges are mine and the people, places and things I have shown are not. Covid was in full swing there was no travel allowed. No crossing broders of other countries. But BofA said the charges are yours and that was that. Now I am owed XXXX and that is what I expect back. This has gone XXXX XXXX XXXX of absurd and to keep me waiting on top of the 4 I have waited is not right. If you had done your investigation when I called this would have been a closed deal. Why? Because you would have seen that the dentists, shopping sprees, wix, and all other items disputed are not mine. \n\nYou have had more than ample time to do this right. The letters I received XX/XX/year> saying you're done with your investigation and the charges are still mine is false. \n\nHaving my money stolen from me is wrong having a bank where the cards they issued had no security on them is negligent. Bank of America you need to be held accountable for this. You allowed my money to be stolen while you sit back and say \" the charges are XXXX 's '' is false. \n\nHow much time do you still need to try and make this fit into your narrative? You handled the XXXX accounts poorly you have been fined and the accounts taken away from your bank. If I need to hire an attorney to get my money back for me I will. I have now filled out complaints with the California Attorney General 's office, the Comp Controllers, the XXXX, the FTC and here on the CFPB. A police report was filled out years ago online during the closure due to COVID. I would like my money please send me a check for the XXXX","date_sent_to_company":"2024-05-15T02:53:12.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"90034","tags":null,"has_narrative":true,"complaint_id":"9009452","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-05-15T02:24:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["While <em>disputing</em> these <em>fraudulent</em> <em>charges</em> I was never issued any type of provisional <em>credit</em>. My account was not closed nor was the <em>card</em> closed by the bank and a new <em>card</em> issued. This continued to pose huge problems as my number was being used both Internationally and here in the states. The fraud continued due to the lack of any security protection on the XXXX cards. This was a criminals heaven. I would wait on 6 hour hold times just to hear that the bank felt the <em>charges</em> were mine."],"product":["Prepaid <em>card</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["Charged for a purchase or transfer you did not make with the <em>card</em>"]},"sort":[15.2940645,"9009452"]},{"_index":"complaint-public-v1","_id":"20810554","_score":15.216863,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am disputing one or more transactions on my Wells Fargo debit card that resulted from a deceptive and/or scam situation. While I may have provided my card information, I did so under false pretenses and did not knowingly or meaningfully authorize the charges.\n\nWells Fargo denied my claim two times, despite shared evidence, on the basis that I provided my card information. However, this alone does not establish valid authorization, particularly where the transaction occurred in a deceptive context.\n\nI reported the issue to Wells Fargo promptly and attempted to resolve the matter directly. Despite this, my claim was denied two times without what appears to be a full consideration of the surrounding circumstances, including the deceptive nature of the transaction. \n\nProviding card information under fraudulent or misleading conditions should not be treated as valid authorization under applicable consumer protection standards. I am concerned that Wells Fargo 's investigation did not adequately evaluate whether the transaction was truly authorized. In addition, I found the name of the fraudulent company and researched on XXXX- they have a XXXX and are not licensed. \n\nThe worst part of this entire situation - I recommended my elderly parents who were also scammed and customers of Wells Fargo and also denied. I will help them file their own CFPB complaint. \n\nTimeline of events XXXX - Individual ( now know this person is a scammer ) posted on community facebook page offering a discounted group rate on air duct cleaning. Scammer provided company name ( I have evidence ). I researched the company which is reputable. \n\n3.2 - Received a message from scheduler representing legitimate company ( have evidence ) with a quote of {$400.00} for discounted rate. I also referred my elderly parents ( my parents will also submit a complaint ) 3.6 - Service date. \" Technician '' claimed my air ducts were in bad shape and also shared a photo of a rodent in my furnace. \" Technician '' asserted I needed a lot of work and sanitation services and price changed to {$1900.00}. I didn't question since the photo of the rodent terrified me and I had never had my air ducts cleaned. The \" technical '' did not use the appropriate equipment or wear protective clothing nor is this fraudulent company licensed. I paid the \" technician '' under false pretenses - the \" technician '' and others held themselves out as representing a legitimate air duct cleaning service and are not employed by legitimate air duct cleaning service. These scammers created a fraudulent company who are not licensed ( see below ). \n\nWells Fargo Claim Numbers XXXX XXXX XXXX XXXX - Service at my parents house - same situation. \n\nXXXX - My mother contacted the Air Duct cleaning company and was told they have no record of my parents or me and never did work in my home. This company came to my home under the name of a legitimate company and pretended to do work in our homes. \n\nXXXX. Filed a police report ( unable to upload but can share under separate cover ) XXXX Filed a dispute with Wells Fargo and was told I would get my money back XXXX - Found the fraudulent company on XXXX  with an alert and F rating - they are not licensed XXXX or XXXX ( approximately ) - Filed a report with the FBI XXXX - Received a provisional credit for claim in the amount of {$1900.00} XXXX - Received notice that claim was denied since I authorized the transaction XXXX - Called Wells Fargo and customer service representative directed to file another claim which we did XXXX - Called Wells Fargo for a status and was told claim was denied ( again ) since I gave my debit card and authorized the transaction. In fact, I was informed by this customer service representative, that this transaction was not fraudulent. \n\nI am requesting that the CFCP review this complaint ( I can provide all supporting evidence - I have a lot ) and support my claim to Wells Fargo about the deceptive and fraudulent nature of this transaction. I am the victim here and Wells Fargo has created a narrative that I am to blame since I gave my debit card to pay for services that I question happened under the false pretense of a reputable company. Further to add, I have the name of the false company and checked on XXXX  and they have a F rating and are not licensed.","date_sent_to_company":"2026-03-31T16:20:21.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"29708","tags":null,"has_narrative":true,"complaint_id":"20810554","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-31T14:53:17.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I am <em>disputing</em> one or more transactions on my Wells Fargo debit <em>card</em> that resulted from a deceptive and/or scam situation. While I may have provided my <em>card</em> information, I did so under false pretenses and did not knowingly or meaningfully authorize the <em>charges</em>.\n\nWells Fargo denied my claim two times, despite shared evidence, on the basis that I provided my <em>card</em> information."],"sub_issue":["Problem using a debit or ATM <em>card</em>"]},"sort":[15.216863,"20810554"]},{"_index":"complaint-public-v1","_id":"17260372","_score":14.141867,"_source":{"product":"Debt collection","complaint_what_happened":"XXXXCompany complained about:XXXXAdmin Recovery, LLC (collecting for XXXX XXXXProduct: Credit card / debt collectionXXXXIssue: Attempt to collect debt not owed / identity theft / inadequate validationXXXXComplaint Narrative (copy/paste this):XXXXI am submitting this complaint regarding a debt collection letter I received from Admin Recovery, LLC attempting to collect an alleged XXXX XXXX debt that I do not owe and that I believe is the result of identity theftXXXXOn or about XXXX XXXX XXXX, I received a collection letter from Admin Recovery, LLC attempting to collect XXXX on an account referenced as XXXX XXXX account ending in XXXX XXXX XXXX XXXX. I have never opened, authorized, or used this account. I do not recognize this debt, the account number, or any underlying transaction. I believe this alleged account is fraudulent and may be the result of identity theft or misuse of my personal information.XXXX am disputing this debt in its entirety and I am requesting full debt validation and investigation. I am also placing the collector and XXXX XXXX on notice that I am treating this account as identity theft/fraud.XXXXPursuant to the Fair Debt Collection Practices Act (FDCPA), I am requesting that Admin Recovery, LLC provide, in writing, at a minimum:XXXXThe full name and address of the original creditor and current creditor,XXXXThe complete account number associated with this alleged debt,XXXXA copy of the original signed credit application or contract bearing my signature,XXXXA complete payment history and itemization of the amount claimed (XXXX), including principal, interest, fees, and any chargesXXXXCopies of monthly statements or transaction histories showing how this balance was incurred,XXXXDocumentation showing how Admin Recovery, LLC obtained this account (assignment, purchase, or placement agreement),XXXXAny correspondence, notes, or internal records that they claim link me personally to this account.XXXXUntil such documentation is produced, I do not acknowledge any obligation for this debt.XXXXI also request that Admin Recovery, LLC cease all collection activities on this alleged debt, including phone calls and further letters, except for providing the required validation and legally mandated notices. Any continued attempts to collect this debt without proper validation, or after notice of identity theft, may constitute violations of the FDCPA and the Fair Credit Reporting Act (FCRA) if they are furnishing or have furnished this account to any credit reporting agencies.XXXXIf this account has been or is being reported to any credit bureau, I request that Admin Recovery, LLC and XXXX XXXX immediately mark it as disputed, identify it as suspected fraud/identity theft, and remove or block the tradeline pending the outcome of a proper investigation. I am prepared to provide an identity theft report and supporting documentation if needed.'","date_sent_to_company":"2025-11-14T12:56:39.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"28786","tags":"Servicemember","has_narrative":true,"complaint_id":"17260372","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Admin Recovery, LLC","date_received":"2025-11-14T12:53:32.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["XXXXCompany complained about:XXXXAdmin Recovery, LLC (collecting for XXXX XXXXProduct: <em>Credit</em> <em>card</em> / debt collectionXXXXIssue: Attempt to collect debt not owed / identity theft / inadequate validationXXXXComplaint <em>Narrative</em> (copy/paste this):XXXXI am submitting this <em>complaint</em> regarding a debt collection letter I received from Admin Recovery, LLC attempting to collect an alleged XXXX XXXX debt that I do not owe and that I believe is the result of identity theftXXXXOn or about XXXX XXXX XXXX, I received"],"sub_product":["<em>Credit</em> <em>card</em> debt"]},"sort":[14.141867,"17260372"]},{"_index":"complaint-public-v1","_id":"17260045","_score":13.9936495,"_source":{"product":"Debt collection","complaint_what_happened":"XXXXCompany complained about:XXXX XXXX XXXX (collecting for TD Bank)\\n\\nProduct: Credit card / debt collection\\n\\nIssue: Attempt to collect debt not owed / identity theft / inadequate validation\\n\\nComplaint Narrative (copy/paste this):\\n\\nI am submitting this complaint regarding a debt collection letter I received from XXXX XXXX XXXX  attempting to collect an alleged TD Bank debt that I do not owe and that I believe is the result of identity theft.\\n\\nOn or about XXXX XXXX XXXX, I received a collection letter from XXXX XXXX XXXX attempting to collect XXXX on an account referenced as TD Bank account ending in XXXX XXXX XXXX XXXX. I have never opened, authorized, or used this account. I do not recognize this debt, the account number, or any underlying transaction. I believe this alleged account is fraudulent and may be the result of identity theft or misuse of my personal information.\\n\\nI am disputing this debt in its entirety and I am requesting full debt validation and investigation. I am also placing the collector and TD Bank on notice that I am treating this account as identity theft/fraud.\\n\\nPursuant to the Fair Debt Collection Practices Act (FDCPA), I am requesting that XXXX XXXX XXXX provide, in writing, at a minimum:\\n\\nThe full name and address of the original creditor and current creditor,\\n\\nThe complete account number associated with this alleged debt,\\n\\nA copy of the original signed credit application or contract bearing my signature,\\n\\nA complete payment history and itemization of the amount claimed (XXXX), including principal, interest, fees, and any charges,\\n\\nCopies of monthly statements or transaction histories showing how this balance was incurred,\\n\\nDocumentation showing how XXXX  XXXX XXXX  obtained this account (assignment, purchase, or placement agreement),\\n\\nAny correspondence, notes, or internal records that they claim link me personally to this account.\\n\\nUntil such documentation is produced, I do not acknowledge any obligation for this debt.\\n\\nI also request that XXXX XXXX XXXX  cease all collection activities on this alleged debt, including phone calls and further letters, except for providing the required validation and legally mandated notices. Any continued attempts to collect this debt without proper validation, or after notice of identity theft, may constitute violations of the FDCPA and the Fair Credit Reporting Act (FCRA) if they are furnishing or have furnished this account to any credit reporting agencies.\\n\\nIf this account has been or is being reported to any credit bureau, I request that XXXX XXXX XXXX  and TD Bank immediately mark it as disputed, identify it as suspected fraud/identity theft, and remove or block the tradeline pending the outcome of a proper investigation. I am prepared to provide an identity theft report and supporting documentation if needed.'","date_sent_to_company":"2025-11-14T12:56:39.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"28786","tags":"Servicemember","has_narrative":true,"complaint_id":"17260045","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2025-11-14T12:56:09.000Z","state":"NC","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["XXXXCompany complained about:XXXX XXXX XXXX (collecting for TD Bank)\\n\\nProduct: <em>Credit</em> <em>card</em> / debt collection\\n\\nIssue: Attempt to collect debt not owed / identity theft / inadequate validation\\n\\n<em>Complaint</em> <em>Narrative</em> (copy/paste this):\\n\\nI am submitting this <em>complaint</em> regarding a debt collection letter I received from XXXX XXXX XXXX  attempting to collect an alleged TD Bank debt that I do not owe and that I believe is the result of identity theft."],"sub_product":["<em>Credit</em> <em>card</em> debt"]},"sort":[13.9936495,"17260045"]},{"_index":"complaint-public-v1","_id":"14971990","_score":13.359127,"_source":{"product":"Credit card","complaint_what_happened":"XXXX'I am 14 weeks into endless problems with dishonest and incompetent customer service from Chase (XXXX) card services.\\n\\nThey have continuously changed their story on what charges they can and cannot contest, timeframes, and what they are even doing on my behalf.\\n\\nThey cancelled a card without asking, for no good reason, and INVENTED a reason.\\n\\nThey contested charges they were told explicitly NOT to contest, on multiple occasions.\\n\\nTheyve lied about call-backs and supervisors and Managers that may not even exist, the departments are not talking to each other, and sometimes dont even know which department theyre working in.\\n\\nAgents and alleged supervisors are not actively listening or comprehending or cooperating, even arguing Im the one who is not listening and even complaining about going in circles when their answer does not address a question.\\n\\nI sometimes have to ask a question several times, then TELL THEM I AM ASKING A QUESTION, and still cant get a straight answer.\\n\\nThey cant focus and conflate different stuff. CONSTANT runaround, passing the buck, transfers, stories too complex for simple minds, so XXXX  XXXX  things up even more, making it more complex for the next simple mind.\\n\\nTheir clueless incompetence has wasted somewhere around 40+ hours of my time, trying to herd the kittens and get them to function.\\n\\nIt is VERY aggravating, doubly-so when they get me so frustrated as to yell and cuss at their dysfunction, and THEN they insult with pretense that theyre professionals.\\n\\nIn over two months, it has become clear nobody is in charge, there is no accountability, and no integrity. They repeatedly lie about promised call-backs from Managers and later tell me there is no Manager. \\n\\nI cant trust a thing they say, and have lost confidence.\\n\\nCard Services is also firewalled from the bank, so Chase Bank is doing nothing to help.\\n\\nI have sent letters to card services and corporate, only to learn they gave wrong addresses. Ive gone to a bank location and had the Manager fax same letters to Chase.\\n\\nThe closest thing Ive gotten to a response is a warning letter about inappropriate conduct with our employee(s).\\n\\nChase Card Services has NOT behaved professionally or appropriately.\\n\\n\\nInitially, a resolution would have been to resolve the XXXX  dispute that started the whole mess in the timely manner they had iniitially promised.\\nLater, after they started tampering with my account, resolution would be about them getting their act togfether.\\n\\nNow, resolution involves establishing some form of customer service, with competent agents that can actively listen, and a means of someone owning a case to establish accountability.\\n\\nAnd a final resolution to the ongoing XXXX  dispute (too complex to offer details in this forum, as it gets more complex with more run-around), so that it doesnt continue into a fourth or fifth or sixth, etc month.\\n\\nAND COMPENSATION, AT THIS POINT. 40+ hours of my time, unpaid, dealing with paid incompetence.\\nMy Craigslist account remains blocked until resolution, preventing me from advertising my services: Lost income.\\n\\n\\n\\n\\n\\n\\\\\\n\\nThese are the letters I sent, trying to get help after finding Chase Card management futile:\\n\\nto:\\tCHASE BANKXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXFAILING CUSTOMER SERVICE, ALL DEPTS\\n\\n\\nSirs:\\n\\nI write this letter as a desperate last-resort. All other efforts to deal with customer service problems simply redirect me back to the people who are the problem.\\n\\nFor the last two months or so, Ibe been having some profound difficulties with OUT-OF-CONTROL  broken and dysfunctional customer service, across-the-board. \\n\\tAgents and supervisors are not listening or comprehending or cooperating, stories are constantly changing, everyones transferring and passing bucks, running me around and throwing me back down the proverbial rabbit-hole. Agents dropping and abandoning calls, unable and/or unwilling to finish conversations, frequently having to start over with multiple calls over course of a few hours to get anywhere.\\n\\nAgents and supervisors are very unhelpful when they change their stories, lie, make stuff up as they go along, and invent false narratives, based on their incomprehension, tamper with my account, contest charges and cancel card AGAINST MY EXPLICIT INSTRUCTIONS, ignoring me and hanging up.\\n\\tCustomer service agents are conflating Fraud and Dispute, with no sign of coordination between departments or effort to coordinate disputes with vendors.\\n\\nThe countless aggravating hours of runaround with agents and supervisors who cannot listen or understand and therefore cannot know what theyre even doing, having to explain things 3-4 times and then the agent asks again; asking questions over and over again without getting straight answers - HAVING TO TELL THEM I AM ASKING A QUESTION, THEN HAVING TO EXPLAIN THEIR EVASIVE ANSWER DOES NOT ANSWER ANYTHING. Empty promises of call-backs.\\n\\tLack of functional cooperation gets me yelling, and as it continues, sometimes cussing at them, and then they compound the insult by pretending to be professionals. Which simply means they dont know what the word even means.\\n\\nONE issue is an ongoing dispute with XXXX.\\n\\tIt came to my attention that multiple listings for my services (XXXX XXXX XXXX XXXX) were missing the sample images of my work. XXXX  identified it as a bug, but wouldnt discuss how long the problem has been going on.\\n\\tWith no idea how long Id been paying $XXXX/month for broken listings, I contacted Chase XXXX XXXX inquiring how many months or years we could go back in contesting charges.\\n\\tI was originally told indefinitely, but need to pull records for beyond 3 years.\\n\\tIt then changed to 3 years, then to 6 months, then to 3 months, then back to 6 months.\\n\\nI was then told the process should only take a couple of weeks, maybe a month for it to show on my statement.\\n\\tBut then only a few showed on the statements, now the story was it would take a second month, and with the lack of coordination, stories from XXXX  and Chase contradicting each other, disputes being contested, Chase is not telling me it could take yet another 2-4 months.\\n\\n2 months of listings (XXXX XXXX) are confirmed as credited, but the remaining 4 months XXXX XXXX) remain in chaos, (XXXX $XXXX  listings, $XXXX  XXXX, with Chase burying me in individual piecemeal letters I cant keep track of. Meanwhile, while I REPEATEDLY tell them NOT to contest the charge in XXXX, I get a notice theyre contesting AGAINST MY EXPLICIT INSTRUCTIONS.\\n\\tCustomer communication on progress is very opaque, I only know what agents are willing to tell me, and with changing stories and contradictions, I cant trust what they say.\\n\\nAnd while the dispute process swirls in apparently-uncontrolled chaos, this threatens my livelihood as I spend hours struggling to herd your kittens.\\n\\tAND XXXX  is blocking my account indefinitely until this is resolved, so even with their bug fixed, I cannot post new listings advertising my services. With this threatening to drag on indefinitely, your dispute process is growing prohibitively expensive, vastly greater than the amount disputed.\\n\\tThings have gotten so messed-up XXXX  may never re-open the account, so your damage may be permanent.\\n\\nAgents are giving contradictory stories, one claiming Chase was contesting the charges as fraudulent instead of not providing services (or whatever your term is), AND IF YOU ARE DISPUTING CHARGES ON WRONG BASIS, IT IS LIKELY TO MAKE THIN GS NEEDLESSLY MORE COMPLEX. \\n\\nANOTHER issue is an account hack last May.\\n\\tSomeone hacked my Amazon account, including my XXXX XXXX  handled contesting the fraud, and I contacted Chase to cancel and replace the card. This was not a problem, until XXXX  goofed and the charges showed up in my statement.\\n\\tI contacted XXXX  and advised them of this, and they started the process of correcting the error.\\n\\nThings immediately started going wrong when I contacted Chase about the same thing. \\n\\tAs far as I can tell, the agent was again not listening, couldnt follow the explanation, and CANCELLED THE REPLACEMENT CARD without asking - hanging up on me as I plead with him not to do so. Supervisors responded to complaints with a FALSE NARRATIVE, seemingly based on the agents incomprehension of the conversation. A subsequent supervisor lectured me with that false narrative, as if I were the one who had no clue.\\n\\n\\n\\nChase XXXX XXXX customer service seems to be afflicted with what Ive come to call XXXX XXXX XXXX XXXXe, staffed with improperly trained and unqualified agents who compound and exasperate problems instead of helping.\\n\\tLazy-listening practices, over-reliance on scripts they may not understand, thoughtless and insincere non-apologies such as Im sorry you feel that way, and making customers have to repeat themselves and start over and over, getting themselves into a bunch when they cant listen or understand or cooperate.\\n\\tDemanding a higher level of respect than they can show for the customer.\\n\\nThis is all compounded by departments being fire-walled from each other, no coordination.\\n\\tNo accountability or responsibility for actions.\\n\\n\\nIF CHASE BANK IS UNABLE TO FUNCTIONALLY OR COMPETENTLY CONTEST CHARGES IN A REASONABLE TIMEFRAME, IT MAY BE SIMPLER, MORE PRACTICAL, MORE EFFICIENT, AND MORE ECONOMICAL TO SIMPLY REIMBURSE ME THE $XXXX  BALANCE, CANCEL THE DISPUTES, AND ALLOW ALL PARTIES TO MOVE ON.\\n\\tWhich would open the door for XXXX to unblock my account and help allow me to make a living.\\n\\nAND IF CHASE AGENTS AND SUPERVISORS ARE UNABLE OR UNWIL;LING TO COMPETENTLY PROVIDE THE SERVICES FOR WHICH THEY ARE PAID, WHILE GOBBLING-UP TIME CUSTOMERS COULD OTHERWISE USE MAKING A LIVING, PERHAPS CHASE BANK SOULD CONSIDER DOCKING THE NONFUNCTIONAL AGENTS PAY AND REDIRECTING TO CUSTOMERS AS COMPENSATION FOR THE MANY HOURS THAT COULD OTHERWISE HAVE BEEN SPENT EARNING INCOME.\\n\\n\\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\\n\\n\\nSincerely, \\n\\n\\n\\nto:\\tCHASE EXECUTIVE OFFICE\\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXMy ongoing desperate effort to get some semblance of competent and/or functional support out of Chase-XXXX  remains unresolved. \\n\\tAgents and supervisors are unable to or refuse to practice active listening, cannot comprehend or cooperate, and therefore literally do not know what they are doing.\\n\\tDisputes Dept passes the buck and transfers to Fraud, and Fraud passes the buck and transfers to Disputes. When I call Fraud directly, they tell me I am talking to Disputes, and try to transfer me. When I tell them I called Fraud, not disputes, they argue, sometimes relent and magically become Fraud.\\n\\tI keep getting told I need to speak to the right person and transferred to another agent who tells me I need to speak with the right person. Each iteration of the runaround can take up to half an hour as agents make me start over and over and over and over and over again from scratch explaining things they dont even try to understand before throwing me back down their rabbit-hole to start over with a different agent.\\n\\tRunning me in circles over things they dont seem to want to understand. While I understand it is difficult for simple people to handle a complex problem, it is the simple people who have made it so complex, by compounding the problems in contesting wrong charges based their own wrong inferences.\\n\\tAgents claim they are taking notes for the cases, but with dishonesty coming so thick, I have no way of knowing whether theyre lying about taking the notes, or subsequent agents are lying about there being no such notes.\\n\\tIt seems the only notes you have are about the yelling and eventual cussing your agents strive to provoke, instead of what they are doing to bring it on.\\n\\tEither way, it gets very frustrating when I have to keep re-explaining things, and agents are active incomprehending the explanations and re-explanations and running me around while ignoring questions and refusing to give straight answers, all while pretending to have professional calls in response to the aggravation they strive to provoke.\\n\\nIncompetent agents and broken disputes process are extremely time-consuming, aggravating, and vastly more costly in terms of lost income from tied-up time, potential lost income from accounts blocked until Chase gets its act together, than amounts being (incorrectly) disputed.\\n\\nTo compound things, the Disputes, Fraud, and Escalations departments, according to what supervisors claim, are firewalled from each other with absolutely no sign of coordination, and EVERYTHING is opaque to me as a customer. I only know what Chase tells me, which are largely lies, misstatements and lip service. I can try to piece together what XXXX XXXX might be going on behind the scenes, but thats guesswork.\\n\\tPast experience tells me to be deeply skeptical of anything Chase says, as any such information has at best a tenuous relationship with fact or reality.\\n\\nI am unable to distinguish alleged Supervisors from Level-1 agents, there is no discernable difference in competence or cooperation. The general impression is that there are, in fact, no supervisors.\\n\\tAnd since it has become increasingly clear they are unable and/or unwilling to provide functional help, I have been trying to find a means of communicating with someone over their useless heads. \\n\\tIn complete absence of management or internal coordination, I finally managed to get an alleged Supervisor to provide a contact for a top-down approach since proper bottom-up channels are broken. I sent that letter off on XXXX PLEASE READ ACCOMPANYING LETTER.\\n\\tNote that I do not know if you have or will receive that letter, as the address I was provided differs a bit from the one I was provided today while confirming. \\n\\nA couple of days later, I received my Chase-XXXX XXXX statement, confirming Chase was also contesting the wrong charges with XXXX. When I called about Chases mistakes on my statement, I could not get anywhere, and one Supervisor offered a call-back from a Manager, which was confirmed in a subsequent call with a different supervisor, but the call-back never came.\\n\\tWhen I inquired about it, they told me that the Manager called several days ago, but also said there was no call or even notes for the call back, and also that I could be put through to a manager (once a 20-minute hold and disconnect, another time, a Manager who was NOT a Manager). And then told that Chase Managers do not do call-backs, and there were no Managers.\\n\\nWhich goes to another problem, of Chase changing its stories and lip-service every time I talk with them. It is difficult to tell the lies from the lip service from agents just making stuff up or telling me what they think I want to hear.\\n\\nMy most recent call confirmed I was not going to be able to speak with anyone in charge about the ongoing failures, requiring this second letter.\\n\\tIt also took three calls, and 3-4 hours with multiple agents, to get any useful cooperation on determining the CORRECT payoff balance of my latest statement. Still a struggle to get supervisors to listen, understand, cooperate, or give useful answers. The first 4-5 figures were clearly wrong and revealed that Chase may still be getting things wrong on contested, reversed and fraudulent charges, repaying the vendor on wrongly-contested charges, or managing the account.\\n\\tChase makes it very difficult to pay the correct balance, when they have no idea what the correct balance is.\\n\\tAfter multiple rounds of explaining and trying to get the supervisor to focus, Chase came up with a payoff that was XXXX below my best guess on payoff, but it shouldnt take hours and multiple calls to get Chase to decypher its own thoroughly-confused statements.\\n\\nAS THINGS CURRENTLY STAND, Chase-XXXX  Visa does not offer functional support, and has no means of addressing it.\\n\\tEvery contact, chat etc with Chase Bank and ChaseXXXX XXXX  directs me back to the counterproductive customer service phone numbers.\\n\\nThe cost to me, in wasted time and lost income and potential further lost income due to blocked account(s), while trying to herd your customer-support XXXX, is going into the thousands, with no end in sight as supervisors talk about the two week process growing to a couple of months, then potentially to 4-6 months (the story keeps changing, after-the-fact), is prohibitive.\\n\\nLip-service about respecting and caring for customers, valuing feedback, and improving service is belied by performance, it becomes increasingly unclear whether agents and Supervisors even understand respect or professionalism. The whole thing reeks of whats come to be known as XXXX  complete with insincere Im-Sorry-You-Feel-That-Way non-apologies.\\n\\nThe utter and absolute lack of responsibility and accountability adds insult to injury.\\n\\n\\nI have tried to make it clear that if Chase-XXXX XXXX  continues to dispute legitimate charges, dispute charges on wrong premise, and cannot coordinate with vendor or its bank, it might be easier and less costly to all parties, particularly bank and customer, to cancel the disputes Chase cannot manage, and reimburse the customer from Chase funds instead.\\n\\nI have also tried to make it clear that ChaseXXXX XXXX owes me roughly (as of this time) 40 hours of my life, trying to get them to do their job correctly, with no sign of resolution. This calls for compensation from Chase Bank.\\n\\tDocking the pay of agents and so-called Supervisors who are unable and unwilling to do the jobs they are paid for, and redirecting the funds to the customers whose livelihoods they are disrupting seems the fairest option.\\n\\nAnd I have tried to make it clear that if Chase-XXXX XXXX cannot give a correct payoff balance for a statement, that payment will be delayed until they can give a straight answer, and Chase will have to eat any late charges, interest, of fees they incur in jerking me around.\\n\\n\\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\\n\\nIssues over course of last 10 or so weeks:\\n\\t XXXX  charges, XXXX XXXX Contest charges (ad listings did not show sample XXXX  due to what XXXX  called a bug, rendering ads useless. Neither XXXX  or Chase can get stories straight on which charges are contested, which not, grounds for contesting, or status. XXXX  claims to have already refunded charges Chase is contesting, neither party will clarify or coordinate, and Chase is now suggesting that what started as a 2 week to 1 month process may drag out 4-6 months.\\n\\t XXXX  charge, XXXX XXXX. I had repeatedly and explicitly instructed Chase NOT to contest this charge, so naturally they contested it against my instructions.\\n\\t Fraudulent XXXX  XXXX  transactions, XXXX XXXX XXXX. Someone hacked my XXXX  XXXX  account and Chase-XXXX  XXXX XXXX  helped with blocking the transactions, Chase replaced the card. \\n\\tBut the fraudulent charges appeared on my statement anyway, and when I called Chase about it, the agent proceeded to  cancel the replacement XXXX  without asking or authorization, while I repeatedly told him NOT to cancel and replace card, and hung up on me. I later found that he had contested legitimate charges instead of fraudulent ones. THIS AMOUNTS TO TAMPERING.\\n\\t ChaseXXXX XXXX statement reflecting all these XXXX  Mistaken entries cancelling out valid entries makes the statement needlessly complicated and difficult to decypher, adding more hours to runaround as I try to calculate correct balance, and supervisors cannot.\\n\\t Countless hours runaround. Trying in desperation to find agents or Supervisors who might be able to actively listen, comprehend, cooperate: The struggle to get competent, functional support, despite Chase-XXXX XXXX efforts. YOUR SO-CALLED CUSTOMER SERVICE IS AN ORDEAL, I LITERALLY DREAD HAVING TO CALL THEM, BUT HAVE NO OPTION OR MEANS OF FINDING SUPPORT THAT IS UP-TO-THE-TASK.\\n\\n\\nHELP!!!\\n\\n\\nSincerely,'","date_sent_to_company":"2025-07-30T21:01:14.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"90057","tags":"Older American","has_narrative":true,"complaint_id":"14971990","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-07-30T20:11:30.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Someone hacked my XXXX  XXXX  account and Chase-XXXX  XXXX XXXX  helped with blocking the transactions, Chase replaced the <em>card</em>. \\n\\tBut the <em>fraudulent</em> <em>charges</em> appeared on my statement anyway, and when I <em>called</em> Chase about it, the agent proceeded to  cancel the replacement XXXX  without asking or authorization, while I repeatedly told him NOT to cancel and replace <em>card</em>, and hung up on me. I later found that he had contested legitimate <em>charges</em> instead of <em>fraudulent</em> ones."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"]},"sort":[13.359127,"14971990"]},{"_index":"complaint-public-v1","_id":"3740201","_score":13.281207,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I was the victim of credit card fraud from an ex girlfriend who used my cards for her own personal gain using 3 separate credit cards from XX/XX/XXXX to XX/XX/XXXX without my permission and without my knowledge. One of these cards is through XXXX XXXX XXXX. I have cleared the fraudulent charges on my other two cards by submitting a fraud report to those companies, but XXXX has refused to do a fair and impartial investigation to clear the debt from my name even with the substantial evidence which has been presented to them. I am submitting this complaint due to violations committed by XXXX XXXX XXXX under the Fair Debt Collection Practices Act and Fair Credit Billing Act. The final complaint submitted to XXXX XXXX XXXX was received with the following statement made by them in writing which outlines their lack of investigations. \" We previously responded to your concerns in our enclosed letter dated XX/XX/XXXX, in which we enclosed a copy of the Card member Agreement that says on page 1 that you, as the Primary Card member, are responsible for all charges made including anyone you permit to use your account. '' They then proceed to state \" Although we understand your claim that your ex-girlfriend used the credit card without your permission, you acknowledge that you made and agreement with her to repay you for the purchases and acknowledge that you allowed her to handle your finances. We consider this to be a civil matter, not fraud, and best handled outside of the credit card industry. Our decision remains unchanged '' This letter was received by myself on XX/XX/XXXX and is entirely inaccurate on the information submitted to XXXX XXXX XXXX on the fraud report and continues to be perpetuated by false information reported to the credit bureaus as well. When I submitted the report of the fraudulent activity, I never stated I asked the ex-girlfriend to repay ME for these fraudulent charges, I offered her the ultimatum to repay the fraudulent charges to XXXX and clear the credit card of all debt or to face criminal prosecution. She then made a few payments on the card, but then recanted her promise to pay and was ultimately charge with two felony charges by the XXXX, NC Police Department. XXXX also inaccurately states that I claimed this ex-girlfriend handled my finances. At no time has she ever handled my fiances and this information is completely inaccurate. However, even if this information WAS accurate, there is no place under the law that would excuse felony credit card fraud and identity theft and make this matter a civil matter. XXXX has not once called me after repeated requests and complaints over this matter to actually conduct an accurate and thorough interview. After this last \" investigation '' I received a call stating an investigator name XXXX would contact me in the coming days as she works on the investigation. I never received that call, in fact there was no information provided by me at all in this investigation other than information they claim I provided and used that is full of inaccuracies entered from their initial investigation two years ago. Instead, I received a letter stating \" Our decision remains unchanged '' and then cites inaccuracies that persist from the initial investigation 2 years ago that I have continued to point out are incorrect. I have had nothing to do with this re-investigation and they appear to simply be reading someone else 's notes and then copying what they had to say which includes falsehoods such as \" He allowed her to use his card '' or \" You allowed her to handle your finances '' when in reality they are misapplying statements that were made about unrelated items. I have never had the chance to have a fair and ACCURATE investigation as it is glaringly obvious XXXX does not want to conduct a real investigation because they know the fraud I experienced must be deleted from my account and clear my credit of this charge card. XXXX states the following inaccuracies on their investigations but has never validated or even contacted me to verify any of the information which they seem to use to make their determination. 1. I allowed the ex-gf to use the cards. -I made it abundantly clear to XXXX XXXX XXXX I never authorized nor knew about the fraudulent charges. Once I discovered the illegal charges, I gave the person who was still a current girlfriend at the time the ultimatum to repay the money for the theft ( to the credit card companies ) or I would file criminal charges. The reason I did not immediately file criminal charges is to avoid her becoming a convicted felon. She was at the end of two years of college classes to become an XXXX   and was almost ready to graduate and she was also a XXXX  mother. As stated earlier, we were still romantically involved and I did not want to ruin years of schooling for her XXXX. Instead, trying to be fair, I offered her the chance to make things right with the credit card companies or turn her over to the police, but ultimately that would be her decision. The woman in question did make payments to the cards for a short period of time then stopped entirely and directly refused to pay off her fraudulent charges. By the time I filed criminal charges I had ended the relationship, removed her from my home, and reported the fraud she had committed to the credit card companies. I attempted to make the credit card companies whole by first giving her ( the ex-gf ) the opportunity to repay the money and avoid prosecution. It seemed like the \" nice-guy '' option as everyone would win in this scenario. She would avoid any charges and could continue on her career as a XXXX  and set a good example to her children ( she was also a XXXX   mother ), the credit card companies would be repaid in full PLUS interest on her fraudulent charges, and I would not have to deal with this nightmare of fighting to clear my name of charges I did not authorize or know about. XXXX now contends that makes this a \" civil '' matter. I directly dispute that allegation as I have consulted with my local police department who agree, this is a criminal matter and on XX/XX/XXXX filied one charge of Financial Transaction Card Fraud. An additional charge of Felony Identity Theft was added by Investigator XXXX on XX/XX/XXXX. As explained to me by Investigator you can not make a felony into a civil matter, and allowing her to repay the money to XXXX  is actually called \" continuation of a felony ''. The investigator stated it would not be something you would likely understand and obviously you were trying to do what is right, but XXXX XXXX XXXX absolutely should know that a felony can not be absolved by paying restitution it simply \" continues '' even if the debt was cleared, however that was not the case here as the ex-gf failed to pay the money as promised. 2. XXXX alleges I allowed my ex-gf to \" handle my finances ''. Once again, this information is completely false and results in massive assumptions compiled by information that had to be twisted by the initial investigator. The information provided to the initial investigator that could only be where the investigator drew this conclusions was when I stated the now ex paid \" all the bills of the house '' meaning she had the lights, cable, rent etc in her name. I was NOT on the lease, I was not joint on any account with her of any kind. I simply paid her half of these items in cash to pay these house hold items. I lived with her, but the lease of that rental was in her name. To be fair, I paid my fair share of items that were used, but at no point did she handle my finances. I had my own bank account which she was not on, I paid all my own items such as cell phone, insurance, car payment, student loans etc myself. They came from my bank account which was again in my name. The only reason the household bills were ever mentioned to the initial investigator was because after reviewing the fraudulent charges, I noticed she was paying 100 % of these \" household bills '' with the stolen funds from my credit card AND collecting half of the bills from me personally in cash as well. So she was avoiding paying any of the bills since she was adding them to the cards, then still taking cash from me as if she was adding it to her money and sending out checks to pay those bills. I even discovered at least two forged credit card checks she used to pay the rent to the land lord, but once again also got half of the rent from me in cash. As a result, she managed to not pay any of the bills in her name for several months, collect money from me, and later also used the stolen card information to pay HER personal bills such as car insurance, cell phone bill, buy items online for her children, pay her child 's cell phone bill, put gas in har car, etc. That was all discovered shortly after I purchased my home and was confronted with the massive amount of credit card debt by my mortgage broker who then explained my credit bureau was showing maxed out cards. However, the \" investigators '' from XXXX also got this information wrong and somehow turned this into the ex must have had access to all my finances etc. They have failed to do any semblance of an investigation and have simply rehashed old inaccurate information and placed notes on the account never actually doing anything. As a result, I am filing this complaint with copies of the police report as well as the statutes of both State and Federal laws  which prove without a double that what XXXX alleges is civil is entirely criminal. There is no reason for this account to still be appearing on my credit bureau when the information they have been provided proves this account is the result of Credit Card Fraud! For  XXXX XXXX XXXX to continue to report this as a charge off and reporting this information as accurate is a concerted effort to intentionally inflict damages upon me for refusing to pay on this account due to the fact it is fraud. The following State of North Carolina Statutes define the charges made by the ex on my credit card as fraud : 14-113.9. Financial transaction card theft. ( a ) A person is guilty of financial transaction card theft when the person does any of the following : ( 1 ) Takes, obtains or withholds a financial transaction card from the person, possession, custody or control of another without the cardholder 's consent and with the intent to use it ; or who, with knowledge that it has been so taken, obtained or withheld, receives the financial transaction card with intent to use it or to sell it, or to transfer it to a person other than the issuer or the cardholder 14-113.13. Financial transaction card fraud. ( a ) A person is guilty of financial transaction card fraud when, with intent to defraud the issuer, a person or organization providing money, goods, services or anything else of value, or any another person, he ( 1 ) Uses for the purpose of obtaining money, goods, services or anything else of value a financial transaction card obtained or retained, or which was received with knowledge that it was obtained or retained, in violation of G.S. 14-113.9 or 14-113.11 or a financial transaction card which he knows is forged, altered, expired, revoked or was obtained as a result of a fraudulent application in violation of G.S. 14-113.13 ( c ) ; or ( 2 ) Obtains money, goods, services, or anything else of value by : a. Representing without the consent of the cardholder that he is the holder of a specified card ; or b. Presenting the financial transaction card without the authorization or permission of the cardholder ; or c. Representing that he is the holder of a card and such card has not in fact been issued ; or d. Using a financial transaction card to knowingly and willfully exceed : 1. The actual balance of a demand deposit account or time deposit account ; or 2. An authorized credit line in an amount which exceeds such authorized credit line in the amount of five hundred dollars ( {$500.00} ), or fifty percent ( 50 % ) of such authorized credit line, whichever is greater ; or ( 3 ) Obtains control over a financial transaction card as security for debt ; or ( 4 ) Deposits into his account or any account, by means of an automated banking device, a false, fictitious, forged, altered or counterfeit check, draft, money order, or any other such document not his lawful or legal property ; or ( 5 ) Receives money, goods, services or anything else of value as a result of a false, fictitious, forged, altered, or counterfeit check, draft, money order or any other such document having been deposited into an account via an automated banking device, knowing at the time of receipt of the money, goods, services, or item of value that the document so deposited was false, fictitious, forged, altered or counterfeit or that the above deposited item was not his lawful or legal property 14-113.11. Forgery of financial transaction card. ( a ) A person is guilty of financial transaction card forgery when : ( 2 ) With intent to defraud a purported issuer, a person or organization providing money, goods, services or anything else of value, or any other person, he falsely encodes, duplicates or alters existing encoded information on a financial transaction card or utters such a financial transaction card ; 14-113.15. Criminal receipt of goods and services fraudulently obtained. A person is guilty of criminally receiving goods and services fraudulently obtained when he receives money, goods, services or anything else of value obtained in violation of G.S. 14-113.13 ( a ) with the knowledge or belief that the same were obtained in violation of G.S. 14-113.13 ( a ). Conviction of criminal receipt of goods and services fraudulently obtained is punishable as provided in G.S. 14-113.17 ( a ) if the value of all the money, goods, services and anything else of value, obtained in violation of this section, does not exceed five hundred dollars ( {$500.00} ) in any six-month period ; conviction of criminal receipt of goods and services fraudulently obtained is punishable as provided in G.S . 14-113.17 ( b ) if such value exceeds five hundred dollars ( {$500.00} ) in any six-month period. ( 1967, c. 1244, s. 2 ; 1979, c. 741, s. 1. ) 14-113.17. Punishment and penalties. ( b ) A crime punishable under this Article is punishable as a Class I felony. ( 1967, c. 1244, s. 2 ; 1979, c. 741, s. 1 ; c. 760, s. 5 ; 1993, c. 539, ss. 55, 1183 ; 1994, Ex. Sess., c. 24, s. 14 ( c ). The Federal Statutes which also confirm the actions against me as criminal fraud are as follows : 15 U.S.C. 1644 - U.S. Code - Unannotated Title 15. Commerce and Trade 1644. Fraudulent use of credit cards ; penalties ( a ) Use, attempt or conspiracy to use card in transaction affecting interstate or foreign commerce Whoever knowingly in a transaction affecting interstate or foreign commerce, uses or attempts or conspires to use any counterfeit, fictitious, altered, forged, lost, stolen, or fraudulently obtained credit card to obtain money, goods, services, or anything else of value which within any one-year period has a value aggregating {$1000.00} or more ; or ( d ) Receipt, concealment, etc., of goods obtained by use of card Whoever knowingly receives, conceals, uses, or transports money, goods, services, or anything else of value ( except tickets for interstate or foreign transportation ) which ( 1 ) within any one-year period has a value aggregating {$1000.00} or more, ( 2 ) has moved in or is part of, or which constitutes interstate or foreign commerce, and ( 3 ) has been obtained with a counterfeit, fictitious, altered, forged, lost, stolen, or fraudulently obtained credit card ; or ( f ) Furnishing of money, etc., through use of card Whoever in a transaction affecting interstate or foreign commerce furnishes money, property, services, or anything else of value, which within any one-year period has a value aggregating {$1000.00} or more, through the use of any counterfeit, fictitious, altered, forged, lost, stolen, or fraudulently obtained credit card knowing the same to be counterfeit, fictitious, altered, forged, lost, stolen, or fraudulently obtained shall be fined not more than {$10000.00} or imprisoned not more than ten years, or both. It is obviously clear that there is no defense alleged by XXXX in any previous statement that would make this matter civil in any way. Both State and Federal laws make it very clear I was the vitim of fraud, as well as the local police department who have filed two felony charges against her. So, how can XXXX possibly make the claim to find this matter civil? The last time I checked the Prosecutors and Police officers who do this for a living decide what is a crime based on these very statutes, especially since they saw fit to file charges for the actions of this now ex-girlfriend. So what then could possibly motivate XXXX to continually file false information that my account information is \" accurate '' when the LAW says it is not just criminal, but FELONY charges that were committed. My rights under the Fair Debt Collection Act have been violation due to intentional and deceptive collection practices, unfair reporting of false information, and illegally reporting inaccurate information to creditors damaging my credit score resulting in higher interest rates on my home, car insurance, as well as knowingly keeping that false information on my credit bureau. They have also violated my rights under the Fair Credit Billing Act knowingly failing to investigate my claim of fraud and simply passing of their \" investigation '' as completed. This is obvious with prima facia evidence that they continue to claim the fraudulent charges are civil when their are a half dozen statutes listed that contradict their own statements. They are not qualified to make legal decisions on what is or is not fraud when the law has already clearly defined the actions that occurred in my case fall directly in the definition of credit card fraud. Cards were used without my knowledge, items were purchased over the internet falling under federal statutes, signatures on receipts were signed under my name which were then forgeries, credit card checks were cashed using my name to pay rent also adding to the fraud under Forgery of Financial Transaction and Receipt and Concealment of Goods Obtained by Use of Card. There is Statute after Statute that directly covers EVERYTHING that  happened to me as a victim of fraud, but XXXX XXXX XXXX wants to fake an investigation and call it civil. To continue this narrative is not just unjust, but it is borderline criminal on their part knowing that the lasting effects of their information is directly harming me financially. That is likely their motive for continuing to respond in the manner that they are an I surely hope an investigation is conducted by CFPB and additional fines and punitive damages are levied against them for their deceptive and illegal business practices.","date_sent_to_company":"2020-07-10T12:26:44.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"27530","tags":null,"has_narrative":true,"complaint_id":"3740201","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-07-10T12:26:40.000Z","state":"NC","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["When I submitted the report of the <em>fraudulent</em> activity, I never stated I asked the ex-girlfriend to repay ME for these <em>fraudulent</em> <em>charges</em>, I offered her the ultimatum to repay the <em>fraudulent</em> <em>charges</em> to XXXX and clear the <em>credit</em> <em>card</em> of all debt or to face criminal prosecution. She then made a few payments on the <em>card</em>, but then recanted her promise to pay and was ultimately <em>charge</em> with two felony <em>charges</em> by the XXXX, NC Police Department."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.281207,"3740201"]},{"_index":"complaint-public-v1","_id":"9634787","_score":13.166137,"_source":{"product":"Checking or savings account","complaint_what_happened":"Problem : I was the victim of fraud and theft from my checking account by way of my debit card numbers being stolen. This theft wiped out the money in my checking account and triggered overdraft protection to cover the cost of the fraudulent purchases. \nI discovered the theft had taken place over XXXX days ( XX/XX/year> and XX/XX/year> ). The thieves purchased tickets for a XXXX event in XXXX, Florida that was held XX/XX/XXXX. \nThey purchased over the XXXX days XXXX sets of tickets via XXXX XXXX XXXX. This company is affiliated with XXXX. The XXXX transactions were : XX/XX/year> : {$2100.00} and {$2000.00} and on XX/XX/year> : {$2000.00} and {$2100.00}, the total loss to me was {$8400.00}. \nWhen this occurred, I did not have Wells Fargo transaction alerts set up on my phone or computer thus it was not immediately discovered. I happened to see the charges on XX/XX/year> because I noticed XXXX charge when I went to do a XXXX transfer to someone. I called Wells Fargo as soon as discovered that as well as all of the other transactions later that evening. I mentioned to the person I talked to that the ticket purchase triggered overdraft protection in the amount of {$3500.00} ( this dollar amount is included in the {$8400.00} referenced above. ) When I talked to the woman who took my initial information, she told me the overdraft would be considered as part of the fraud and I did not need to contact another WF agency to report that. She also felt that dollar amount would be credited pretty quickly. That did not occur.\n\nI called repeatedly over several days after the initial call because I did not hear from the fraud department as promised and I was very upset that Wells Fargo had not alerted me to the transactions that were totally aberrant regarding my past records/transactions. I still dont understand why WF allowed the transactions to occur- four sets of high priced tickets over two days without ever reaching me to confirm the transactions were legitimate no phone messages, no text messages from WF.\n\nWhen I did finally talk to a person from the WF fraud department, he identified himself as XXXX and he told me he had closed my case and my claim was denied. This closure took place without him or anyone else from the fraud department talking to me. He stated he might reopen the case if I could provide evidence from XXXX or XXXX where the tickets were released to ( e.g. a cell phone or email address ). At that point I was floored because I had seen no emails re ticket purchases or anything else that looked out of line. \nFrom that discussion I learned that not only did the thieves have my debit card numbers, but they had also hacked into my email address. I initially saw no evidence of this but post my conversation, I talked to others and did my own research re email hacking and hidden information. I looked into retrieving previously deleted emails it was then I was able to see the ticket transactions and know more fully what the criminals had purchased. The purchases were via XXXX but the emails indicates XXXX sent you tickets for XXXX XXXX XXXX, XXXX ( customer support ). I am still not sure how or why the thieves purchased via XXXX but then used XXXX to transfer the tickets from XXXX. The email said the tickets would be moved to your ticketmaster account. \nNote : I never saw/found any emails from WF asking me to verify the ticket purchase were approved by me. If they sent one and the hackers replied, I should still have been able to find it amongst the other data I was able to find. I found all the transactions regarding XXXX ( orders : XXXX, XXXX ). I also looked at the XXXX transaction records for my account, those purchases/tickets do not appear there. The perpetrators used my debit card info, my email address but a different XXXX account for the transfer. The only name I have from the email from XXXX re the transfer is XXXX. I saved all of these documents and am ready and willing to share per your request. \nOnce I had the data noted above, I reported the fraud/theft to my local police department, XXXX, NJ as well as the FBI. \nI also made numerous calls to XXXX ( XXXX ) and they did their own investigation. They acknowledged there was an ongoing dispute with the orders referred to and suggested, I work with my financial institution to start a chargeback on my account. They would not release any information to me regarding where the tickets were released nor to whom they went too. \nI presented that email from XXXX and asked that my case be reopened WF refused..\n\nThough WF has not released to me the report they complied despite my request, I was able to learn they felt my claim was not legitimate because : 1 ) I took several days to report the loss ( I reported the loss as soon as I knew about it. ) 2 ) I had not reported the credit card overdraft part ( that was not true, I reported it the very night I called. ) XXXX ) I have a pattern of purchasing tickets ( While I have in the past purchased tickets for the ballet, the opera, the theatre, and a rare concert nowhere in my history are high priced/high volume ticket purchases, nowhere in my record are any tickets for the XXXX ( XXXX had to actually think about what XXXX referred XXXX when I found the emails ). It belies any reasonable, logical thinking that I would wipe out my checking account, trigger overdraft expense for the purchase of XXXX sets of XXXX tickets or anything else. There is nothing in my history to support that conclusion. \nXXXX ) When I did finally speak to the XXXX, reference above he asked if the debit card was ever out of my possession, I told him no but when I talked about the theft, I would make mention of my debit card being stolen conflating the debit card numbers with the actual physical card. Though I told him the card was not out of my possession he took exception to me not being distinct and stating debit card numbers and he used that as part of his rationale to indicate I was the guilty party and not the victim. He said I was not consistent. That was an innocent mistake, made by a person who had been traumatized by the email hack and debit card ( numbers/information ) theft. \nI feel strongly that by the time I talked to XXXX, the person who closed my case before talking to me ( the victim ), he had a predetermined narrative of my being responsible for the charges. Anything I said to him was interpreted through a lens to support his guilt determination. My statements and actions were misconstrued to fit his negative narrative. His report has also prejudiced others Ive reached out to for help from WF. I have hit a brick wall trying to get assistance from them.\n\nI have not been treated fairly.\n\nI went to the local WF bank branch to state my complaints. The personal banker there, XXXX XXXX, tried to be of assistance and called the WF Fraud department. I talked briefly to a different person who also identified himself as XXXX, he read the report of the first while I was on the phone and it became quickly clear to me, he was negatively influenced by what was written. He was not supportive, he was argumentative and also treated me like a person who had to proof they were not guilty rather than a victim. He would not detail the report when I asked him what was written. \nOnce I deduced that the second XXXX was unduly influenced by the report of the first XXXX, I asked for my case to be reviewed by someone who is open minded, to view my case from a fresh perspective without the prejudicial notes from the first XXXX. When Ive called WF regarding this, there is a recording that indicates they sometimes record phone calls I have nothing to hide and an unbiased person, listening to the tapes from my first call to my last, would recognize I was victimized not only by the thieves but also by the institution that was supposed to protect my interests, my assets Wells Fargo. \nIt is absurd for Wells Fargo to conclude that a woman in her early XXXX would decimate her checking account, and trigger overdraft protection in pursuit of a series of high-priced tickets for a XXXX match XXXX XXXX! \nAlso, equally ridiculous, someone from WF wrote in my account re the denial on 3/14/2024 that my dispute reason was : I dont remember this transaction.\n\nI never stated I did not recall the transactions. Without equivocation, I was not aware of the purchases and never approved them. For wholly unclear reasons, WF chose to record it as a memory issue. That statement is antithetical to the truth and belies logic. \nI have been trying to get WF to reverse their decision and reimburse me for the fraudulent transactions since XX/XX/year>. I have hit nothing but brick walls. I am at a loss ( figuratively and literally ) and am reaching out to your agency for assistance.","date_sent_to_company":"2024-07-29T02:06:23.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"088XX","tags":"Older American","has_narrative":true,"complaint_id":"9634787","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-07-29T00:56:37.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I happened to see the <em>charges</em> on XX/XX/year> because I noticed XXXX <em>charge</em> when I went to do a XXXX transfer to someone. I <em>called</em> Wells Fargo as soon as discovered that as well as all of the other transactions later that evening."]},"sort":[13.166137,"9634787"]},{"_index":"complaint-public-v1","_id":"6237885","_score":13.079827,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"To whom it may concern ; This statement is regarding internal reference number : XXXX My wallet was stolen from my local gym, this past summer. In my wallet was my drivers license, SS Card, a XXXXXXXX XXXX XXXXXXXX XXXX credit card, both a XXXX XXXX XXXX credit and debit card and my Discover Credit card. I called Discover notifying them that my wallet was missing and there was already a summation of {$1700.00} worth of unauthorized transactions. I asked for the card to be locked and the transactions were disputed. I explained to Discover that no one else had authority to use my card. The transactions consisted of out of state purchases and unauthorized online transactions. As of XX/XX/XXXX Discover is holding me responsible for all out of state and online purchases. I have contacted the merchants regarding some of these transactions and have received details. From the information I have gathered, it appears that these transactions are made from email addresses that DO NOT belong to me. The email addresses are ; XXXX, XXXX, & XXXX. Both the billing and shipping address always have my name misspelled or some strange variation of my name. These transactions are also being authorized by a phone that DOES NOT belong to me. I have also been made aware that my Discover portal has documented conversations within the messaging center that did not come from me. There are messages coming from my portal on XX/XX/XXXX and XX/XX/XXXX asking why the card is declined and why the card is blocked, respectively. \n\nMy Discover was used to make unauthorized purchases from XXXX XX/XX/XXXX. The law states that : \" Under a XXXX Federal rule called Regulation E, banks are required to make clients whole if their money is stolen from a consumer account through an electronic payment initiated by another person. Since Reg E was written well before payment apps existed, the Consumer Financial Protection Bureau has issued guidelines saying that the law covers all person-to-person online payments. The bureau clarified that all unauthorized online money transfers- meaning any payment initiated by someone other than the customer and done without the customer 's permission- were the bank 's liability. But despite the updated guidance, banks in many cases are refusing to refund customers who claim - often with supporting documentation. \n\nIve included in past statements, however it renders mentioning again, that my license and SS card were in my wallet when it was stolen. This information was documented in the original police report I filed shortly after my wallet went missing. It would explain why my address may be on some, if not all, of the purchases. I was also made aware that fraudulent credit card applications were being made in my name, with my SS number. The charges on my Discover card NEVER should have been approved. There are so many blatant inconsistencies with incorrect spelling, strange email addresses, and different phone numbers that it should have been a red flag for Discover, yet theyre the ones that permitted over {$1700.00} in fraudulent transactions. Furthermore, at least half of these purchases are made in South Carolina ; I live in Georgia and I have not been to SC at all this entire year. I have never received a request to approve or deny these transactions. I notified Discover that my card was missing when I filed the police report and from there responsibility and negligence fell on Discover, not me. \n\nIn regards to Discovers first decision for a fraud claim with the account ending in XXXX. Both XXXX XXXX and Discovers customer advocacy department have relayed statements regarding your original decision. With that I have drawn up demurs for said statements : -My assertion does not dictate that my wallet was stolen on XX/XX/XXXX and the statement given to the police confirms. My gym was closed on XXXX, making it physically impossible for said wallet to be stolen on that day. What was said was that it was taken the WEEK OF XXXX. The police report was filed on XX/XX/XXXX. The assertion given, on XX/XX/XXXX, to your financial institution was that I had received the card, but did not use it prior to being taken. When I called your institution and agents advised that the card would be canceled and a new card would be sent out in the mail. Yet, Discover failed to cancel the card and, conveniently, no new card was EVER sent out until XX/XX/XXXX!! \n-I was locked out of my Discover account center access after I called in XXXX. I was denied access. AGAIN, I called into your financial institution and I was told that this was standard procedure after filing a claim and that it would remain locked until the investigation was completed. Yet, no other action from your financial institution was taken, other than locking my online account. My card was not canceled and no new card was sent out. Therefore, it would be the physically impossible for me to approve charges via my online account because I WAS LOCKED OUT. The only verification request I received, from my valid email address was a charge on XX/XX/XXXX from XXXX for {$240.00}. I selected no and I was sent confirmation that the charge was declined. I am providing documentation as proof. \n-only XXXX email alert was sent, regarding charges. It was on XX/XX/XXXX from XXXX for {$240.00}. I did not verify the charge and was told that it was declined and Discover would be notified. \n-From XXXX I received an email from Discover regarding my dispute FOUR different times. These emails all stated the same thing : that I could still access my online account and that I would receive a new card in 3-9 business days. When, in fact, I could not access my online account and no new card was ever sent. \n-Discover has failed to yield ANY evidence from merchants. I, however, have contacted ALL online merchants. I have also crossed referenced this information with the evidence provided from XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX ( XXXX other credit cards that were also in my wallet and taken at the same time ). The email addresses used in these online transactions are : XXXX XXXX XXXX and XXXX. ABSOLUTELY NONE OF THESE EMAIL ADDRESSES HAVE BEEN VALIDATED. Transactions from XXXX and XXXXXXXX XXXX XXXXXXXX do not match my IP address. Discover refuses to produce IP addresses, however since the same email addresses were used, more than likely the same IP address was used and said IP address DOES NOT belong to me. I have provided my correct IP address as documented proof. Furthermore ; my name & phone number are misspelled and incorrect on ALL shipping addresses COUNTLESS times. And I have made MULTIPLE statements that NO MERCHANDISE has been received at this shipping address. \n-In the evidence provided by XXXX XXXX XXXX XXXX XXXX XXXX XXXX all purchases were made from an XXXX XXXX. DISCOVER REFUSES TO PROVIDE SUFFICIENT EVIDENCE. However, I HAVE NOT OWNED AN XXXX XXXX SINCE XXXX. This can be confirmed with my cell phone XXXX. I have provided documented proof with the XXXX phones I have owned in XXXX ; am XXXX XXXX and an XXXX XXXX. The ONLINE TRANSACTIONS MADE WITH MY DISCOVER, XXXX, & XXXXXXXX XXXX XXXX XXXX CARD WERE ALL MADE WITH AN XXXX XXXX WHICH I DO NOT OWN. \n-Discover has falsified records stating that purchases were made with an XXXX XXXX and is refusing to provide evidence proving that. The penalties for the unlawful or accidental removal, defacing, alteration, or destruction of XXXX records or the attempt to do so, include a fine, imprisonment, or both ( 18 U.S.C. 641 and 2071 ) -Discover is stating that ALL in-person transactions were made in my local area. My wallet was stolen from my LOCAL gym. However, I have called and verified charges because Discover REFUSES to do so. On XXXX a transaction was made to XXXX XXXXXXXX for {$64.00} XXXX XXXX, SC. On XX/XX/XXXX transaction to XXXX {$150.00} XXXX XXXX, SC. On XX/XX/XXXX XXXX XXXX {$12.00} XXXX XXXX, SC. \n\nXXXX XXXX XXXX is blatantly lying. He is failing to research and he is failing to provide evidence because it would contradict his statements. He is providing false statements to support his narrative. I have spoken to him on the phone and he has accused other financial institutions of not doing their research when he himself has done ABSOLUTELY NO RESEARCH. I have provided him with names and numbers to my points of contact at XXXX and XXXXXXXX XXXX XXXXXXXX XXXX who worked tirelessly to conclude the CORRECT DETERMINATION. \n\nIt is obvious that Discover has refused to review the facts I have provided. There is a preponderance of sufficient evidence to declare that my Discover, XXXX and XXXXXXXX XXXX XXXXXXXX XXXX card were all take at the same time and used by the same individual to make BOTH online and in-person unauthorized transactions. Therefore ; I the cardholder should not be held accountable for any charges ranging from XXXX. According to a XXXX Federal rule called Regulation E, banks are required to make clients whole if their money is stolen from a consumer account through an electronic payment initiated by another person. Since Reg E was written well before payment apps existed, the Consumer Financial Protection Bureau last year issued guidelines saying that the law covered all person-to-person online payments. The bureau clarified that all unauthorized online money transfers- meaning any payment initiated by someone other than the customer and done without the customer 's permission- were the bank 's liability. \n\nNeither XXXX XXXX XXXXXXXX nor XXXXXXXX XXXX XXXX XXXX hastily rushed into this decision. There were XXXX other claims, besides Discover, filed with XXXX different financial institutions. They all took time in conducting their own investigation, yet all XXXX of the investigations came back to the same conclusion : the card was in fact stolen and all transactions were fraudulent. Therefore ; my claims were awarded in full. The claims varied in amount : XXXX Debit- {$3400.00}, BofA- {$2700.00}, XXXX by XXXX XXXX {$1600.00}. I have personal names and numbers of individuals that worked on the cases. For XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX ) XXXX. For XXXXXXXX XXXX XXXXXXXX XXXX : XXXX XXXX ( XXXX ) XXXX. I will continue to file complaints and reassert charges until Discover resolves this matter correctly. \n\nThese charges were made without my knowledge and without my permission, which is the very definition of fraudulent transactions. I ask to please not hold me responsible for these unauthorized charges. It would be reasonable, in light of Discover card being stolen, that said transactions from XXXX be resolved in the cardholders favor and credited back to my account in the amount of {$1700.00}. Please see attached for documents solidifying that my Discover was in fact stolen at the time of these unauthorized in-person and online purchases. I have also included claims from XXXX XXXXXXXX XXXX and XXXXXXXX XXXX XXXXXXXX XXXX that were awarded in my favor, in full. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2022-11-23T21:20:08.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30680","tags":null,"has_narrative":true,"complaint_id":"6237885","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2022-11-23T21:09:58.000Z","state":"GA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["In my wallet was my drivers license, SS <em>Card</em>, a XXXXXXXX XXXX XXXXXXXX XXXX <em>credit</em> <em>card</em>, both a XXXX XXXX XXXX <em>credit</em> and debit <em>card</em> and my Discover <em>Credit</em> <em>card</em>. I <em>called</em> Discover notifying them that my wallet was missing and there was already a summation of {$1700.00} worth of unauthorized transactions. I asked for the <em>card</em> to be locked and the transactions were <em>disputed</em>. I explained to Discover that no one else had authority to use my <em>card</em>."],"product":["<em>Credit</em> <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[13.079827,"6237885"]},{"_index":"complaint-public-v1","_id":"3269641","_score":11.862731,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Details of Disputed Charge, XXXX XXXX XX/XX/19 1 ) XX/XX/19 : I arrived home from work and had trouble getting in the front door of my home. The key was jammed and almost broke off in the lock. It was very important for me to get into my home as my wife was away on a trip that weekend and I was waiting for my XXXX son to arrive home from school. While my wife was away I was our sons sole XXXX and needed to follow our normal weekend routine. When I was able to get in the home I called my wife and explained what was wrong with the lock. Since the lock was very old and I needed to go out during the weekend for XXXX activities for my son we decided that the best course of action was to call a locksmith and have the lock replaced. I researched on the internet and found a Locksmiths who billed themselves as a twenty four hour emergency locksmith service ( XXXX XXXX ). I called their 1-800 number and spoke to a service representative who took my information. I assumed that this was a service that put consumers in touch with local locksmiths. I was later called directly by the locksmith himself who asked me to send pictures of the current lock. Later that evening he called me and told me that the lock was old and that the job would be fairly expensive. He quoted me a price of {$650.00} due to what he called the high security lock he had to install. I assumed that price was for the entire job. I spoke to my wife and we thought this price was high but that for the emergency service we would pay it. The locksmith agreed that he would come to my home at XXXX the next morning to replace the lock before I had to take my son to XXXX at XXXX. \n\n2 ) XX/XX/19 : The next morning I received a call from the locksmith company asking if the locksmith could come over in the afternoon at about XXXX instead of the morning. I agreed but was not comfortable as I had to leave my home unlocked with our alarm system on. When XXXX came around the locksmith never showed up. I called the service and was told that the locksmith was running late and would be there at XXXX. I started to realize that the same man who answered the phone at the service seemed to be the same man that was the locksmith. The locksmith eventually showed up at XXXX. He spent approximately 2 hours working on the lock mechanism. This included drilling holes and using a chisel on the original door and frame. The type of lock he used was not the same as the original lock in that he used a knob type system and the original was a combination knob and lever system. The consequence of this installation is that the knob is too close to the door frame with the result that it pinches your thumb in closing the door. Also the door is very loose in the frame due to the locksmith gouging a large amount of wood from the frame. The installation itself is very shoddy and crooked. Obviously we will have to have another locksmith work on our door to make it usable. These deficiencies were only noticed well after the installation. After the locksmith finished the work I followed him out to his truck and he wrote up the receipt. I was quite surprised that he handed me a bill for {$960.00} and not the {$650.00} he quoted me on the phone. I mentioned this to him and he stated that the {$650.00} was for the lock itself and not the work. I was perturbed  but also flustered. My son was in the house and was starting to feel ill and I needed to attend to him so I paid the locksmith with my USAA credit card and got on with the evening. \n3 ) XX/XX/19 : In the morning I was attending to my son who fell ill with a XXXX XXXX. While I was taking care of him I started researching the price for mortise lock systems. Luckily the locksmith had left the box and paperwork for the system he had installed. During my research I could find no mortise lock systems anywhere near the price range of what the locksmith quoted to me. I was able to find the same exact system that was installed in my home for sale from XXXX for {$65.00}. Note that the price that the locksmith quoted is ten times the price of the part for sale on XXXX. This is no high security lock system but an average to below average lock that is available for sale through a number of retail outlets. When I saw the price of the part I immediately called the XXXX XXXX  service number to complain. I explained the situation and told them I wanted my bill adjusted for the overcharged part. He told me that I had to get in touch with their customer service representative. He seemed quite agitated by my request and told me there was nothing he could do. After that call I immediately called USAA credit card services and spoke to a rep about my situation. She was very informative. She told me to call the company back the next day and try and work something out. If they were not responsive she said I would have the option of formally disputing the charge with USAA. \n\n4 ) XX/XX/19 : I called XXXX XXXX in the morning. I waited on hold for at least twenty minutes. A female customer service rep who mumbled her name finally came on the line and asked me what issue I had. I explained what had happened and that I believed I was overcharged for my lock system. She asked me if I wanted an adjustment to my credit card for the {$650.00} I was overcharged and I said yes. She politely put me on hold. I stayed on hold for 45 minutes and after that lengthy period of time I was disconnected. I called back several times and each time they put me on hold and never answered the line. After this call I called USAA and spoke to a rep who helped me place a formal dispute on the fraudulent {$650.00} charge to my credit card. It is my belief that this locksmith preys on people ( like myself ) who are in an emergency situation and who dont know any better. If I hadnt followed up and checked on prices I would have been ignorant on how much I was overcharged. My signing the authorization to charge my credit card in no way was my agreement to be defrauded. Please help me adjust this charge. \n\n5 ) XX/XX/19 After I provided the paperwork that the customer service representative asked me to provide them USAA closed my complaint without any investigation. XXXX, the first investigator on the case called my home twice and never got me ( even though he had multiple contact numbers for me ) and told me he closed the investigation because he wanted me to call him. He also never contacted the merchant to find out what his response was to the overcharge for my mortise lock. It seems to me that the merchant should have to respond for what they did and not the consumer. XXXX seemed to blame the transaction on me because I signed the receipt. I must reiterate that this is an instance of FRAUD! Simply signing a receipt, under duress I might add ( as I have explained ) does not open one up to fraud! I find it outrageous that USAA is more concerned with the rights of a disreputable merchant than the rights of their customer who has been a loyal member for over 30 years. Since I was not satisfied with XXXX work on my dispute I called USAA to have him replaced and requested to speak to a supervisor at the dispute resolution department. It took the supervisor 3 days to contact me even though he knew I was irate with the situation. XXXX, the supervisor who called back was better at explaining the situation than XXXX ie why USAA closed the investigation after two weeks and how I could dispute the charge anytime up to 120 days after the transaction. I am not, however, satisfied with his explanation on how signing a receipt opens one up to fraud! He stated that USAA looks at the signed receipt as a re-negotiation of the contract and that USAA only reviews the four corners of the contract. This makes no sense. In order for a re-negotiation to be valid there has to be actual negotiation between the parties. In order for a contract to be valid there needs to be bargained for consideration. There was none for the added charge and the fraudulent charge for substandard equipment. In this instance there was no actual negotiation at all. I was out in the street while my XXXX   son, who was sick at the time was inside alone. I was given no time to evaluate the new price I was given after a previous estimate for a lower ( still exorbitant ) price. In short I was under duress at the time to sign a document that a slick criminal shoved in my face. This is the type of transaction USAA supports? As for the receipt being the controlling document because USAA only reviews the four corners of the contract this is invalid in instances of fraud. Courts routinely go outside of contractual documents in instances of illegal activity and look at the motive of the parties. In this case the motive was theft in a well-known con game and therefore invalid. Again, why is USAA supporting criminal activity and not their loyal customer? I was told that if I wanted to have any hope of being successful in my dispute I would have to get another locksmith in to review the work of the first merchant ( who was not a licensed locksmith ) and provide documentation of the shoddy work of the first merchant to USAA. Since the merchant truly did shoddy work I have complied with this request. USAA requested that I provide the paperwork before the end of the month. I explained that this may not be possible as I was working and may not be able to schedule the locksmith for before the end of the month. I did manage to get a letter from a reputable locksmith ( contained with this document ) after the end of XXXX   referencing the shoddy work of the prior merchant. The situation as it turns out is worse than I thought so I am now disputing the entire charge of {$960.00} and would like a dispute of this amount opened up in my file. So far this has not happened. \n\n6 ) XX/XX/19 I was able to get the name of a reputable locksmith form a neighbor, XXXX XXXX XXXX XXXX , XXXX located in XXXX NH. XXXX, the owner scheduled an appointment on XX/XX/19 to a look at the job done to my door by XXXX XXXX. I was able to squeeze in this appointment before I left for a short trip out of state. He was amazed at the poor and shoddy work plus the outrageous overcharge for the work done by XXXX XXXX. He told me that if I had called XXXX XXXX XXXX XXXX originally they could have just swapped out my old cylinder for less than a hundred dollars. He also was familiar with the scam that was run on me. It is well known that there are groups of criminals who are not licensed locksmiths ( Massachusetts has no licensing requirement ) that put in substandard equipment and hit consumers with surprise charges. I am appalled that USAA seems unaware of this fraudulent activity and would take the side of criminals running a well-known scam over a customer of thirty years! When XXXX reviewed the work that XXXX did there was absolutely nothing of their work that was usable. The cheap mortise lock they put in was the wrong lock for my door and was installed upside down and backwards. It was only partially functioning and because they installed the door plate improperly the door rattled in the frame and could not be closed securely. All that equipment had to be replaced. Additionally XXXX   destroyed my original antique mortise lock which XXXX tried to reinstall in my door which would have been the most inexpensive solution. XXXX also  severely compromised the strength of my door by chiseling wood from my antique door and gouging a deep hole in my door frame. Ultimately XXXX had to install a wraparound lock so the door would close securely so my family was safe while I was away. As this new lock system did not match the antique door itself XXXX had to order an antique finish wraparound lock which will be installed sometime in the future. I have provided this letter, the narrative as well as supporting pictures to USAAs dispute resolution department. \n\nConclusion This experience has been a horrible one overall not just because I was robbed by a disreputable merchant running a well-known scam ( that USAA should be aware of ) but by the treatment I have received from USAA. For the most part USAA has treated like I was the criminal and made the process of filing a dispute overly complicated. If I have 120 days to dispute a charge why does USAA keep closing my dispute out every two weeks? Why cant I reach out directly to the dispute resolution team, either via phone or email? Each time I need to talk to the dispute resolution staff I have to go through the consumer service line. This takes time and then I have to wait for a call back. On top of that the consumer service reps wont just simply convey a message to dispute resolution without trying to help. On XX/XX/19 I called consumer services to reopen my dispute ( and increase it to the full amount ) as XXXX told me I could. The first rep did not understand what he was doing, put me on hold more than once and then inadvertently hung up on me. The second rep also did not know what they were doing and then misinformed me by telling me that my wife ( the original card holder ) would need to call and open up the dispute. I had to get that persons supervisor on the phone to fix that misrepresentation. I still have not received any correspondence confirming that my dispute has been re-opened and the message I left for dispute resolution to call me back has been ignored. What is going on at USAA? In the past five years USAAs customer service has been really terrible. My wife was an XXXX when I met her and she originally had USAA insurance. Over the years this has expanded to  include loans and credit cards. After we were married I went back to school, acquired an advanced degree and received a commission in my own right from the XXXX 20 years ago. I have been mobilized twice, XXXX  once and spent numerous times away from my family. I am still currently a member of the XXXX XXXX ( 35 years total service and counting ). I try to adhere to the XXXX values of Loyalty, Duty, Respect, Selfless Service, Honor, Integrity and Personal Courage. For a company that is supposed to be for the XXXX XXXX I dont see that USAA has adhered to any of those values. I see no reason to continue as a loyal member of USAA especially when that loyalty seems to run only one way. I am ready to take my business elsewhere. For whatever reasons USAA doesnt seem to care. If they lose too many like me USAA will cease to be a viable company.","date_sent_to_company":"2019-06-10T14:35:02.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"01844","tags":"Servicemember","has_narrative":true,"complaint_id":"3269641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-06-10T14:19:55.000Z","state":"MA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["She asked me if I wanted an adjustment to my <em>credit</em> <em>card</em> for the {$650.00} I was overcharged and I said yes. She politely put me on hold. I stayed on hold for 45 minutes and after that lengthy period of time I was disconnected. I <em>called</em> back several times and each time they put me on hold and never answered the line. After this <em>call</em> I <em>called</em> USAA and spoke to a rep who helped me place a formal <em>dispute</em> on the <em>fraudulent</em> {$650.00} <em>charge</em> to my <em>credit</em> <em>card</em>."],"product":["<em>Credit</em> <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[11.862731,"3269641"]},{"_index":"complaint-public-v1","_id":"3850599","_score":11.313116,"_source":{"product":"Debt collection","complaint_what_happened":"Dear CFPB, Im a United States XXXX XXXX XXXX Member. I file this case against AMERICAN EXPRESS COMPANY, for knowingly participation, aiding and furthering consumer fraud and swindling of service members ( Military Consumers ), by providing unfair substantial assistance to its business partners merchant XXXX XXXX, and others engaging in unfair, deceptive, or abusive acts and practices, causing military families and U.S. consumers harm. \n\nXXXX XXXX is a foreign non-US corporation ( Consumer Service provided ), doing business in the United States, subject to the CFPA, and Section 5 of the FTC Act.\n\nAmerican express Company is U.S. Corporation ( Consumer Financial Services provided ) subject to the CFPA, and Section 5 of the FTC Act.\n\nTHE COMPLAINT IS REGARDING AMERICAN EXPRESS COMPANY ( A financial service provider ) unfairly providing aid and helping further FRAUD AND UNFAIR DECEPTIVE PRACTICES AND CONSPIRACY BY ITS MERCHANT XXXX  XXXX AND XXXX, USING THE NATIONAL PANDEMIC EMERGENCY DECLARED BY THE PRESIDENT, TO SWINDLE US CONSUMERS MILITARY FAMILIES OF MONIES, USING DECEPTION, THREATS, UNFAIR COERCION AND FRAUD.. \n\nThat after an original e-ticket i purchased for ( {$520.00} ) was involuntarily cancelled by the airline on day of the flight prior to use. Using the pandemic as an excuse to BAIT-AND-SWITCH consumers. I was showed and made to pay one ( USD {$520.00} ) all-inclusive cost for a second e-ticket, the total cost of which was printed and described on the merchant terminal receipt I was given ; ..\n\nbut then unknown to me the same merchant together with the travel agent, to deny giving me back money refund for the e-ticket they, did not provide the service and then involuntarily cancelled, They secretly together without my agreement stole the money I had paid for the original first different e-ticket, by creating fake sham invoices to hide their unlawful misappropriation and fraud, by claiming the refund owed was used to pay for the second e-ticket, and unfairly they kept all the money over ( USD ) {$1000.00}. Refusing to acknowledge my original printed receipt showing  clearly the final total cost for the second e-ticket. \n\nThe second e-ticket that I paid ( {$520.00} ), was used, on XX/XX/2020. But.. The Original first e-ticket I paid ( USD {$520.00} ), was involuntarily cancelled by the airline so I never used it. Neither I did not agree to use it as part of any exchange for the second ticket, nor did the merchant never disclose to me any additional cost other than what was printed on the merchant receipt after I was made to purchase the second ticket. No such agreement was disclosed to me and I did not sign any document waiving my right to refund of the original e-ticket that was cancelled by the airline. As the fraud that the merchants with the help of AMERICAN EXPRESS COMPANY are doing to defraud and cause service member U.S. Consumers harm, as discussed. \n\nSpecifically. \n\n\nAround XX/XX/XXXX, to XX/XX/2020, I contacted American Express Company ( AmEx ) and submitted my original merchant terminal receipts as evidence that I had been victim of fraud, deceptive, abusive and unfair practices, committed by AmEx consumer partners Merchant XXXX XXXX  and XXXX. Having to do with two ( 2 ) deceptive and fraudulent online credit card transactions, one charged by XXXX and the second charged to my American Express Card, by XXXX   XXXX. That committed fraud, by using deceptive BATE-N-SWITCH advertising, then due to no fault on my part, after I had already checked-in for the flight on day of travel, XX/XX/2020 at XXXX XXXX, they unfairly involuntarily cancelled and refused to honor the original advertised purchased e-ticket ; lied, said they could not refund my original e-ticket because it was purchased from their travel agent XXXX ;. \n\n\nthen used unfair abusive threats and ( finger in face ) high pressure sales, AND, AND lied again about the true cost of the new flight they were forcing on me, treating to make false reports to XXXX XXXX, knowing I would miss connecting flights with other airlines all to, unfairly coerce service member to pay for a second new lesser e-ticket from XXXX XXXX.. Then when on XX/XX/2020 after I had filed request asking for refund of the original involuntarily cancelled e-ticket. XXXX XXXX XXXX AMERICAN EXPRESS COMPANY and XXXX conspired together to hide the fraud, and deceptive acts, to prevent me from filing and pursuing lawful dispute, by creating two ( 2 ) sham false invoices around XX/XX/2020 ( one for each transaction crated 11-days and 5 -days AFTER, AFTER the transactions but never disclosed to me prior ), to hide and unfairly launder and keep the money paid I had paid in good faith 11-days prior for the first original e-ticket, that was deceptively involuntarily cancelled by Korean airlines on XX/XX/2020 in their bate-n-switch shame ;. \n\nThen AMERICAN EXPRESS COMPANY around XX/XX/2020 also in concert with the others, sent me an unsolicited email message, ( BEFORE I HAD EVEN CONTACTED OR FILED DISPUTE WITH AMEX, telling me that I should call American Express to discuss the XXXX XXXX charge. To I believe further manipulate the narrative in favor of its merchant XXXX XXXX ; Then around XXXX, XXXX when I logged-in to my Amex account to file the formal dispute. AMERICAN EXPRESS COMPANY had knowingly manipulated and remover the dispute this charge button SPECIFICALLY ONLY FOR THE XXXX  XXXX  charge from my AmEx online account, to prevent me from filing a timely dispute. I checked my other AmEx charges from XXXX and all except the XXXX  XXXX  CHARGE had presented the Dispute This Charge button. Even after trying several days including calling AmEx by phone I was put on hold, hung-up on and was not able to file the dispute.. \n\nThen around XX/XX/2020 when the Amex dispute button repaired for the XXXX XXXX XXXX, American Express had changed all the standard options in my Amex account dispute panel, specifically only for the XXXX XXXX charge to prevent and obstruct a reason for the charge.. \n\nThen when I selected the reason as expected service not delivered, request refund, and then finally submitted the dispute, a never before seen notification from American Express automatically popped-up telling me that American Express can not process my dispute, that I must call them to discuss the charge.. Where it became clear and undisputable that AMERICAN EXPRESS COMPANY was knowingly conspiring and providing unfair substantial assistance to the service provided KOREAN AIRLINES to unfairly deprive refund and cause service members military consumers harm. Was around XX/XX/XXXX, when before as filing dispute to American express, I had sent email to KOREAN AIRLINES SPECIFICALLY ASKING THEM to send and provide any written or signed agreement with signature showing that XXXX XXXX disclosed the information they had claimed in the two invoices they had conveniently created on XX/XX/2020. But to my surprise instead of receiving a reply from XXXX XXXX. I received an unsolicited unsecured email from AMERICAN EXPRESS specifically challenging me to provide the same exact written signed agreements that I had challenged Korean Airlines to provide to me hours before ; Further on XX/XX/2020 after I had submitted scans of the two original commercial receipts from each transaction, The XX/XX/2020 XXXX XXXX New York JFK-ICN Portion Original Merchant terminal receipt ( from the second e-ticket ) ; and also the XX/XX/2020 XXXX original e-ticket transaction receipt ( that was involuntarily cancelled by XXXX XXXX on XX/XX/XXXX ) ; and the my statement disputing the fraudulent charges. Days later on XX/XX/2020 AMERICAN EXPRESS ignoring the proof and evidence of the fraud, resolved the dispute in there merchant XXXX XXXX FAVOR. But what followed again was indisputable proof the AMERICAN EXPRESS COMPANY is knowingly conspiring and providing unfair substantial assistance to the service provided XXXX XXXX to unfairly deprive refund and cause service members military consumers harm, Is that AMERICAN EXPRESS COMPANY again blocked by removing the REOPEN THIS CLAIM BUTTON only specifically for the KOREAN AIRLINES charge, ( I did check-all other closed claims for XXXX, and all except the XXXX XXXX Charge harm the Reopen this claim button ) .. \n\nthen AMERICAN EXPRESS COMPANY after the dispute was filed.. CHANGED THE TRANSACTION DATE of the in-person transaction made with Korean airlines ( from XX/XX/2020 to XX/XX/2020 on the dispute, which is FALSE., to unfairly provide help to their merchant XXXX XXXX to create FAKE FALSE INVOICES TO FURTHER DEFRAUD and cause service members harm. \n\nFor the above unfair provision of help and deceptive, actions AMERICAN EXPRESS COMPANY, XXXX XXXX and XXXX XXXX has violated section 1036 ( a ) ( 3 ) of the CFPA, 12 U.S.C. 5536 ( a ) ( 3 ), which prohibits providing substantial assistance to a covered person or service provider engaging in unfair, deceptive, or abusive acts and practices.","date_sent_to_company":"2020-09-16T04:26:26.000Z","issue":"False statements or representation","sub_product":"Credit card debt","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3850599","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2020-09-16T00:02:24.000Z","state":"AP","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["Having to do with two ( 2 ) deceptive and <em>fraudulent</em> online <em>credit</em> <em>card</em> transactions, one charged by XXXX and the second charged to my American Express <em>Card</em>, by XXXX   XXXX."],"sub_product":["<em>Credit</em> <em>card</em> debt"]},"sort":[11.313116,"3850599"]},{"_index":"complaint-public-v1","_id":"6877902","_score":11.109098,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"1. We were charged for a hotel booking in XXXX, Florida on XXXX XXXX XXXX and contested the charge on XX/XX/XXXX. \n2. After Capital One inexplicably allowed the charge to go through, and after multiple calls with Capital One customer service representatives, in accordance with Capital One 's policies we sent the requested statement and supporting documents to the fax number Capital One provided on XX/XX/XXXXXXXX XXXX XXXX \n3. Capital One then sat on the complaint for two months ostensibly while \" investigating ''.\n\n4. After my husband called them on XX/XX/XXXX, they immediately sent out a form rejection letter asserting we had not sent the requested information. \n5. When my husband called to ask how they could make that statement they agreed to reopen the investigation on XX/XX/XXXX and had my husband resend the documentation previously sent on XX/XX/XXXXXXXX \n6. Shortly after my husband sent the documents, we received a second form letter rejecting our claim on the grounds that we had not filed the claim with Capital One within 60 days -- a blatant and easily disproved statement. \n\nBelow is a cut paste of the Capital One letter from XX/XX/XXXX in which they acknowledge we have immediately contested the charge : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX on XX/XX/XXXX for {$2900.00}. \n\nWe credited your account for {$2900.00}, the amount you are disputing. If you were charged any fees or interest related to that amount, we also credited your account for those. In addition, if we reported anything to the credit bureaus about this transaction, we sent them updated information. \n\nWe've asked the merchant to respond to your claim. If they provide a response, we will review it. We'll let you know if we need you to provide additional information to resolve your claim, and while we wait for your response, the charges will be placed back on your account. Please keep all documentation on hand for at least 90 days. Unless we hear back from the merchant, we consider your case closed. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX. to XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center Thereafter, on XX/XX/XXXX, Capital One ruled that the reservation was ours, reinstated the charge, but invited us to contest further. That letter is cut and pasted below : XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWhen you contacted us about this, we credited your account for {$2900.00} the amount you are disputing. Since then, the merchant provided the following information to support the transaction : Confirmation showing no cancellation per policy was received So for now, we are reapplying the charge to your account, and it will appear on your next one to two billing statements. At this time, we consider your case closed. \n\nIf you still want to continue with this dispute, please send us a signed and dated letter that includes your case number, the merchant 's name, the date of the transaction, and the disputed amount by XXXX. Please also provide the following information in your letter : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant. \n\nPlease fax the requested information to XXXX, and allow 10 business days for us to respond. If you're unable to respond by fax, please send us the requested information to XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, and allow 15 business days for us to respond. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX  to XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX On XX/XX/XXXX I was on an hour and half long call with a Capital One representative and a representative from XXXX. During that call, it was established that the reservation had not been made through my XXXX account, that the email associated with the reservation was not the email associated with my account, and that it was likely a phantom or fraudulent booking. The Capital One representative informed us that the call was being taped and assigned the XXXX XXXX. XXXX to the matter. The XXXX representative promised to resolve the issue within 48 hours, but thereafter, XXXX ignored all additional attempts to contact them. We were then told by the Capital One representative to submit a letter stating the results of the call and attaching the documents that established the reservation did not come from my XXXX account and demonstrating the spoof email ( XXXX ). \nThe email that linked to the portal is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form Any additional information related to your dispute You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\nImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, XXXX. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX Thereafter, we attempted to submit a letter and supporting documents into the portal. The portal did not apparently work and we received an email from Capital One the next day informing us that we had not submitted the documents requested and that they were going to close the investigation. After we called to follow up on this message, the Capital One representative re-opened the investigation and advised us to fax the document to their attention : A copy of the email reopening the portal and investigation on XXXX XXXX XXXX is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\ngImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, N.A. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX In accordance with these instructions we then faxed the document and exhibits to the number provided by Capital One. Included is the confirmation sheet showing the fax went through : Case Number XXXX On XX/XX/XXXX, XXXX XXXX XXXX and a Capital One representative spoke at length with a XXXX representative. This call established the following : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. I have downloaded a screen grab to the Capital One site provided by your representative that demonstrates this fact. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nIt can no longer be disputed that XXXX XXXX did not book the reservation for which XXXX is attempting to charge her. The only question now is whether XXXX engaged in willful fraud or charged her for this booking through gross negligence and errors in their system. \nAt the end of the call yesterday with XXXX, the XXXX representative stated they would work quickly to correct the situation, at present we have heard nothing further from XXXX. \n\nI have submitted a screen shot of XXXX XXXX account profile/history into your download system and refer to the dispute letter Capital One emailed to me on XX/XX/XXXX that proves all of the above-asserted facts. Your prompt attention to this matter is appreciated. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX The Exhibits that were faxed with this correspondence are below. The receipt page is the last of the attached exhibits : After making this submission and being informed by a Capital One representative that the portal would be held open and the investigation would not likely begin until a couple of weeks after the documents were faxed on XX/XX/XXXX, we made an additional submission providing Capital One on XX/XX/XXXX with additional information -- specifically, that the hotel where the reservation was made had confirmed to us that they had only charged for the first day of the reservation which meant that XXXX had pocketed the balance. That correspondence, submitted into the Capital One Portal on XX/XX/XXXX is pasted below : Case Number XXXX Further to our previous submission, faxed to and received by Capital One on XX/XX/XXXX, and pursuant to subsequent conversations with various Capital One representatives from the XXXX Department, we submit this brief in further support of our dispute with XXXX. \n\nThe crux of this dispute is as follows : In XXXX of XXXX, XXXX XXXX XXXX booked a hotel room at the XXXX House on XXXX XXXX in XXXX, Florida for the dates of XX/XX/XXXX through XX/XX/XXXX. She subsequently cancelled that reservation a few days later and received confirmation of the same. Thereafter, either through fraud or an error in the XXXX system, another reservation was made under the name of cardholder XXXX XXXX for another hotel, the XXXX on XXXX in XXXX, Florida. However, the reservation was made under a different profile and utilized a different email address than the reservation made by XXXX XXXX at the XXXX House. As a result, XXXX XXXX never received notice that a reservation had been made and the reservation at the Inn on XXXX never appeared in XXXX XXXX XXXX  profile and she never received notice that such a reservation had been made in her name. \nThereafter, in or around XX/XX/XXXX, XXXX XXXX was contacted by CapitalOne about a charge made by XXXX in the amount of XXXX for a hotel reservation in XXXX. Unaware of the fraudulent reservation made in her name, but not under her profile, XXXX XXXX assumed it was for the XXXX House reservation and disputed the charge. \nOn or around XX/XX/XXXX, cardholder XXXX XXXX received an email from Capital One stating that XXXX had demonstrated a valid charge and that Capital One was reinstating this fraudulent charge against the XXXX. At the same time, the XXXX became aware of a second fraudulent charge from XXXX made on XX/XX/XXXX in the amount of {$130.00}. \nOn XX/XX/XXXX, XXXX XXXX XXXX called Capital One and spoke to a Capital One representative from the XXXX Department. After going over the situation with the Capital One representative and discovering the fraudulent charge made by XXXX for the reservation at the Inn of XXXX, XXXX XXXX and the Capital One representative called and spoke at length with a XXXX representative. According to the Capital One representative, the call which took place around XXXX XXXX and lasted over an hour, the call was recorded and the recording is inn the possession of Capital One. The call established the following facts which are not in dispute : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. A downloaded screen grab of XXXX Rittingers XXXX profile that demonstrates this fact has been downloaded to the Capital One site provided by your representative. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nWhen confronted with this avalanche of evidence demonstrating the fraudulent nature of this charge, the XXXX representative, on this call recorded by Capital One, promised that XXXX would get back to the cardholders within 48 hours and would rectify the situation. To date, the XXXX have not received the promised response. \n5. Thereafter, the Rittingers contacted the Inn at 5th to gather more background on the fraudulent charge. During a call with an Inn manager the XXXX learned that the Inn had only charged the XXXX card for the first night of the fraudulent reservation and were shocked that XXXX had tried to enrich itself by charging the full reservation amount. Accordingly, even if the reservation had been legitimatewhich it clearly was not XXXX should only have charged the Rittingers the sum of around {$750.00}. Further evidence that booking.com was engaged in deliberate fraud against the Rittingers. \n\nBased on the undisputed factual narrative set forth above, coupled with ( a ) the screen grab of XXXX XXXX XXXX profile and ( b ) the documents submitted to Capital One by XXXX ( which Capital One forwarded to XXXX XXXX in the two pieces of correspondence it sent to him and is already in Capital Ones possession ), along with ( c ) the recording of the conversation between XXXX XXXX, the Capital One representative from the XXXX Department, and the representative from XXXX, it is clear that the two charges XXXX made against the Rittingers were at best made in error and at worst were fraudulent in nature. As such, Capital One should reverse the charge in the amount of XXXX originally made on XX/XX/XXXX, and the charge for {$130.00} made on XX/XX/XXXX for a total amount of {$3000.00}. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received the following form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nAt that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX XX/XX/XXXX Case Number : XXXX XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received a form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. \nAs this excuse for denying the claim was clearly false, we called Capital One Customer Service shortly after receiving it, informed them that the statement in the letter was incorrect on it's face and that we were considering our legal options but that we would prefer to reach an amicable settlement. A few hours later, we were called by a Capital One representative who identified himself as XXXX with ID # XXXX. He asked that we provide him a copy of the reservation that we had made with a different hotel in XXXX, FL ( not the one we were charged for ) and the email indicating that we had cancelled that particular reservation. We sent him the correspondence. \nWe sent the following correspondence : Date : XXXX XXXX From : XXXX XXXX To : XXXX ( ID # XXXX ) Case Number : XXXX XXXX : Per our telephone call today and per your request, in addition to this note I am submitting the following requested documents into the portal : A Screen Shot of the original XXXX reservation at the XXXX XXXX in XXXX, Florida from my wifes account page. \n\nA screen shot of my wifes XXXX account page noting that the reservation at the XXXX XXXX was cancelled. \n\nA PDF in two parts of an email dated XX/XX/XXXX, to my wife from XXXX confirming the reservation at the XXXX XXXX was cancelled. \n\nPlease let me know if you need any other documents. \n\nSincerely, XXXX XXXX We attached the XXXX exhibits as requested pasted below : -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXXXXXX XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX PM Subject : Booking canceled for XXXX House XXXX XXXX XXXX XXXX XXXX XXXX Your booking has been canceled free of charge. \n\nDear XXXX XXXX, Your reservation at XXXXXXXX XXXX XXXX XXXX XXXX is now canceled. You dont need to do anything else, but if you have questions for the property, feel free to contact them at XXXX XXXX. The property is responsible for payment and will handle any refunds ( if applicable ) automatically. \n\nXXXX XXXX XXXX XXXX House XXXX XXXX XXXX XXXX XXXX XXXX South, XXXX, FL XXXX, United States of America XXXX : XXXX XXXX Email property You booked for Check-in Check-out CANCELED XXXX XXXX adults Thursday, XX/XX/XXXX Monday, XX/XX/XXXX Check-in Check-out Booking number PIN Code Thursday, XX/XX/XXXX Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Free Cancellation XXXX {$0.00} You might have already XXXX charged for all or part of your stay by XXXX XXXX XXXXXXXX XXXX XXXX this is XXXX XXXX XXXX \nYou should receive your money back shortly, but you can also contact the property for more info : XXXX House XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX Reply You might still receive notifications about this booking while our system is updating, but your booking is definitely canceled. \n\nXXXX Having now sent every exhibit Capital One had requested of us going back to the time we had first contested the charge, we expected a quick resolution in our favor. Instead, we received the following correspondence stating -- incredibly -- that we had not filed the claim within 60 days of the charge being made. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX Here 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWe have a limited amount of time to reverse a charge on our customer 's accounts. Unfortunately, that timeframe has expired for this particular charge. If you want to dispute a charge in the future, please let us know within 60 days of receiving the statement that shows the disputed charge. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center We are fairly certain that based on the false statements made in the XX/XX/XXXX and XX/XX/XXXX letters from Capital One that we could prevail if we elect to sue them in the XXXX XXXX Virginia Small Claims Court, but would prefer to resolve this without going down the litigation route, The problem is that Capital One makes it impossible to get in touch with a human being with the capacity and authority to discuss this matter. The customer service reps simply repeat a script over and over again and it is exceedingly difficult to reach a manager with any authority. Based on the factual narrative and the amount of documentation we have and the tapes we could obtain with a discovery demand from Capital One after filing a lawsuit, I would think Capital One would want to settle before having to pay lawyers to defend. The problem is that we can't find anyone at Capital One to have that discussion. Any assistance you can provide in that regard would be greatly appreciated. \n\nSincerely, XXXX and XXXX XXXX","date_sent_to_company":"2023-04-24T02:44:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22207","tags":null,"has_narrative":true,"complaint_id":"6877902","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-04-24T02:13:38.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Thereafter, the Rittingers contacted the Inn at 5th to gather more background on the <em>fraudulent</em> <em>charge</em>. During a <em>call</em> with an Inn manager the XXXX learned that the Inn had only charged the XXXX <em>card</em> for the first night of the <em>fraudulent</em> reservation and were shocked that XXXX had tried to enrich itself by <em>charging</em> the full reservation amount. Accordingly, even if the reservation had been legitimatewhich it clearly was not XXXX should only have charged the Rittingers the sum of around {$750.00}."],"product":["<em>Credit</em> <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or <em>charge</em> <em>card</em>"],"sub_issue":["<em>Credit</em> <em>card</em> company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[11.109098,"6877902"]},{"_index":"complaint-public-v1","_id":"6644096","_score":10.271837,"_source":{"product":"Debt collection","complaint_what_happened":"First and foremost, XXXX XXXX XXXX XXXXXXXX ( XXXX XXXX ), and its client LVNV Funding LLC ( Plaintiff ), are pursuing the wrong party ; I am not the person that owes the debt and have unimpeachable proof. \n\nOn XX/XX/XXXX, I received a letter from XXXX XXXX with included information about the subject debt, followed by a 100 % false statement : Despite our previous request for payment in the above-referenced matter, there remains a balance due, and you have not established an acceptable payment plan with us. \n\nThe implication was that Plaintiff or XXXX XXXX had previously requested payment for the debt from me, which is false. Aside from the fact that the debt is not mine, the fact I was never contacted previously about this debt negates the possibility that I would have established a payment plan especially because its not my debt. Because I had never previously had any contact with XXXX XXXX or Plaintiff, the entire letter was a total fabrication. To this day, I have no idea why Plaintiff picked me out of the hundreds of similar names in existence ; its not an unusual name. \n\nI suspected this was a scam. Using the Fair Debt Collection Practices Act ( FDCPA ) as a guide, I responded in a letter dated XX/XX/XXXX, via Certified Mail, requesting five documents of proof knowing that Plaintiff could not ( without fraudulent activities ) prove I am the debtor because, as I said, I am not the debtor. \n\nThose five items were : 1. The name and address of the original creditor, the account number, and the amount owed.\n\n2. Verification that there is a valid basis for claiming I am required to pay the current amount owed.\n\n3. Details about the age and amount of the debt including a copy of the last billing statement from the original creditor ; a detailed explanation of any interest added, or payments made since the last billing statement and the legal authorization for this interest ; the date the original creditor claims this debt became delinquent.\n\n4. Proof that collection of this debt is within the statute of limitations and how that was determined.\n\n5. Details about XXXX XXXX authority to collect this debt : whether they are licensed in my state and if so, provide the date of the license, name on the license and the license number, and the name, address and telephone number of the state agency issuing the license. If XXXX XXXX is contacting me from outside my state, provide the licensing information from XXXX XXXX state as well. \n\nAnd of those five, the only document and the only other contact with XXXX XXXX or Plaintiff prior to being served a summons was the name and address of the original creditor, the account number, and the amount owed, and proved to be highly exculpatory, demonstrating Plaintiff and XXXX XXXX were not pursuing the correct person. It came neither from the XXXX XXXX nor the Plaintiff, but from Resurgent Capital Services ( Servicer ), an apparent servicing company working for the Plaintiff. That letter, dated XX/XX/XXXX, included a document created entirely by Servicer naming me the debtor on one page ; the other document provided was a copy of a XXXX XXXX Bank charge card ( Bank Card ) statement for the period ending XX/XX/XXXX, Account Number XXXX XXXX XXXX in the name XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX. That is not how I spell my name and that address is 120 miles from where I live. \n\nI received none of the other documents requested in my XX/XX/XXXX letter prior to being served the summons. Much has still not been provided. Servicer has sent me the same document ( s ) three times. Importantly, I never received any verification that there is a valid basis for claiming that I, XXXX XXXX of XXXX, Illinois, is required to pay this debt. In the entire history of this case, I had received three contacts from the XXXX XXXX : the original XX/XX/XXXX letter, the summons which was personally served to me XX/XX/XXXX, and an email response stating they do nothing by email after I had emailed them for more information. No phone calls, no emails, no verification, nothing, ever. I never received anything at all from Bank Card because we never had a Bank Card account. They would have had zero reason to contact me. \n\nAs I understand the requirements of the FDCPA, the Plaintiff was required to provide me all of the documents requested in my XX/XX/XXXX letter prior to taking court action. Because nothing besides the exculpatory document was provided prior to filing suit, it seems Plaintiff and XXXX XXXX are therefore in violation of that act. \n\nAside from violation of the FDCPA, the most pertinent issue is, as I have previously stated, I am not, nor is my wife, the person that owes this debt. Neither my wife nor I have lived in XXXX XXXX, nor have we been employed in that area. In fact, after finding it on an Illinois map, we do not think we have ever set foot in or even driven through XXXX XXXX. We have lived and owned homes in XXXX, IL for the past 48 years our entire adult lives- with no break in residency. XX/XX/XXXX marked my familys fortieth anniversary living in our current house at XXXX XXXXXXXX XXXX XXXX, Illinois. I have proof. ( Copies of the original real estate transaction, real estate tax payments, utility bills, drivers licenses, passports, credit card bills and other documents ). \n\nAnd once again, I have never received any verification that I am somehow liable for the debtor with the similar name as mine from XXXX XXXX, Illinois. \n\nWith a credit score of over 800, I have reports from the three major credit bureaus as proof of my honesty, integrity, reliability, and creditworthiness. Most importantly there is a total absence of a Bank Card account listing or any mention of a past due Bank Card account on those credit bureau reports because we never had a Bank Card account. \nI dont spell my name the same way as in this charge. I have never used the spelling of the debtor who owes this debt. Therefore, I do not have an AKA as XXXX as the plaintiff claims. \n\nAt this time, I must note that in the complaint, the attached exhibit of the Bank Card statement in which the original name and address of the correct debtor should be listed, that information has mysteriously been deleted or covered upon copying. The complaint was signed by a XXXX XXXX attorney under penalty of perjury and stated that the attached bank statement displayed my name and address, a falsehood. Any reasonable person would interpret this falsehood as improper at the very least ; some might say its even fraudulent. The reason it was covered up obviously is because the name and address on the original un-doctored document is exculpatory and doesnt fit the plaintiffs narrative. \n\nNote that I originally asked XXXX XXXX for verification XX/XX/XXXX, twice more in XXXX and nothing was ever provided in the one year since the original request. Absent verification that I am the one liable for this debt, there seemed to be no reason the case should continue but it took three hearings and nearly five months before the plaintiff motioned for dismissal of the case in XX/XX/XXXX. \n\nFurthermore, in the complaint the Plaintiff attaches undue importance to the fact I did not respond to my receipt of the exculpatory Bank Card statement provided by Resurgent. There were four very important reasons why I had not yet responded : 1 ) the proof they provided was simply the name and address of the original debtor, 2 ) there was no verification that I owed the debt on behalf of the original debtor, 3 ) I had already previously denied I personally owed the debt ( how many times do I need to state that fact? ), and 4 ) I was waiting on the remainder of the requested documents to see if they looked as illegitimate as the statement with someone elses name and address on it. \nThe FDCPA addresses this issue specifically. Neither the XX/XX/XXXX letter from XXXX XXXX nor the XX/XX/XXXX mailing from Servicer had the required FDCPA language, a statement that unless the consumer, within 30 days, after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector. Furthermore, the FDCPA also states, The failure of a consumer to dispute the validity of a debt under this section may not be construed by any court as an admission of liability by the consumer. \n\nAs previously stated, nothing else was provided prior to the filing of the complaint and there are still documents that have not been provided. \n\nFinally, using consumer background tools on the internet I was easily able to find that the original name and address of the debtor still exists. \n\nI suspect, however, that the plaintiff knows full well that I am not the correct person that owes this debt and was simply hoping I wasnt paying attention because they are having trouble finding and or collecting from the real debtor from XXXX XXXX. \nPlaintiff and XXXX XXXX represent their seedy industry well. Incompetence, deviousness or maliciousness cost me money and significant time. I ask for {$1200.00} for compensation. \n\nI also request that XXXX XXXX make a motion to the XXXX XXXX Circuit Court, XXXX, IL to amend its dismissal of this case from without prejudice to with prejudice.","date_sent_to_company":"2023-03-03T17:17:34.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"617XX","tags":"Older American","has_narrative":true,"complaint_id":"6644096","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Resurgent Capital Services L.P.","date_received":"2023-03-03T17:17:30.000Z","state":"IL","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Most importantly there is a total absence of a Bank <em>Card</em> account listing or any mention of a past due Bank <em>Card</em> account on those <em>credit</em> bureau reports because we never had a Bank <em>Card</em> account. \nI dont spell my name the same way as in this <em>charge</em>. I have never used the spelling of the debtor who owes this debt. Therefore, I do not have an AKA as XXXX as the plaintiff claims."],"sub_product":["<em>Credit</em> <em>card</em> debt"]},"sort":[10.271837,"6644096"]},{"_index":"complaint-public-v1","_id":"6644110","_score":10.263584,"_source":{"product":"Debt collection","complaint_what_happened":"First and foremost, Kohn Law Firm S.C. ( Law Firm ), and its client XXXX XXXX XXXX ( Plaintiff ), are pursuing the wrong party ; I am not the person that owes the debt and have unimpeachable proof. \n\nOn XX/XX/XXXX, I received a letter from Law Firm with included information about the subject debt, followed by a 100 % false statement : Despite our previous request for payment in the above-referenced matter, there remains a balance due, and you have not established an acceptable payment plan with us. \n\nThe implication was that Plaintiff or Law Firm had previously requested payment for the debt from me, which is false. Aside from the fact that the debt is not mine, the fact I was never contacted previously about this debt negates the possibility that I would have established a payment plan especially because its not my debt. Because I had never previously had any contact with Law Firm or Plaintiff, the entire letter was a total fabrication. To this day, I have no idea why Plaintiff picked me out of the hundreds of similar names in existence ; its not an unusual name. \n\nI suspected this was a scam. Using the Fair Debt Collection Practices Act ( FDCPA ) as a guide, I responded in a letter dated XX/XX/XXXX, via Certified Mail, requesting five documents of proof knowing that Plaintiff could not ( without fraudulent activities ) prove I am the debtor because, as I said, I am not the debtor. \n\nThose five items were : 1. The name and address of the original creditor, the account number, and the amount owed. \n\n2. Verification that there is a valid basis for claiming I am required to pay the current amount owed. \n\n3. Details about the age and amount of the debt including a copy of the last billing statement from the original creditor ; a detailed explanation of any interest added, or payments made since the last billing statement and the legal authorization for this interest ; the date the original creditor claims this debt became delinquent. \n\n4. Proof that collection of this debt is within the statute of limitations and how that was determined. \n\n5. Details about Law Firms authority to collect this debt : whether they are licensed in my state and if so, provide the date of the license, name on the license and the license number, and the name, address and telephone number of the state agency issuing the license. If Law Firm is contacting me from outside my state, provide the licensing information from Law Firm state as well. \n\nAnd of those five, the only document and the only other contact with Law Firm or Plaintiff prior to being served a summons was the name and address of the original creditor, the account number, and the amount owed, and proved to be highly exculpatory, demonstrating Plaintiff and Law Firm were not pursuing the correct person. It came neither from the Law Firm nor the Plaintiff, but from XXXX XXXX XXXX ( Servicer ), an apparent servicing company working for the Plaintiff. That letter, dated XX/XX/XXXX, included a document created entirely by Servicer naming me the debtor on one page ; the other document provided was a copy of a XXXX XXXX XXXX charge card ( Bank Card ) statement for the period ending XX/XX/XXXX, Account Number XXXX XXXX XXXX in the name of XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX. That is not how I spell my name and that address is 120 miles from where I live. \n\nI received none of the other documents requested in my XX/XX/XXXX letter prior to being served the summons. Much has still not been provided. Servicer has sent me the same document ( s ) three times. Importantly, I never received any verification that there is a valid basis for claiming that I, XXXX XXXX of XXXX, Illinois, is required to pay this debt. In the entire history of this case, I had received three contacts from the Law Firm : the original XX/XX/XXXX letter, the summons which was personally served to me XX/XX/XXXX, and an email response stating they do nothing by email after I had emailed them for more information. No phone calls, no emails, no verification, nothing, ever. I never received anything at all from Bank Card because we never had a Bank Card account. They would have had zero reason to contact me. \n\nAs I understand the requirements of the FDCPA, the Plaintiff was required to provide me all of the documents requested in my XX/XX/XXXX letter prior to taking court action. Because nothing besides the exculpatory document was provided prior to filing suit, it seems Plaintiff and Law Firm are therefore in violation of that act. \n\nAside from violation of the FDCPA, the most pertinent issue is, as I have previously stated, I am not, nor is my wife, the person that owes this debt. Neither my wife nor I have lived in XXXX XXXX, nor have we been employed in that area. In fact, after finding it on an Illinois map, we do not think we have ever set foot in or even driven through XXXX XXXX. We have lived and owned homes in XXXX, IL for the past 48 years our entire adult lives- with no break in residency. XX/XX/XXXX marked my familys fortieth anniversary living in our current house at XXXX XXXX Ct, XXXX, Illinois. I have proof. ( Copies of the original real estate transaction, real estate tax payments, utility bills, drivers licenses, passports, credit card bills and other documents ). \n\nAnd once again, I have never received any verification that I am somehow liable for the debtor with the similar name as mine from XXXX XXXX, Illinois. \n\nWith a credit score of over 800, I have reports from the three major credit bureaus as proof of my honesty, integrity, reliability, and creditworthiness. Most importantly there is a total absence of a Bank Card account listing or any mention of a past due Bank Card account on those credit bureau reports because we never had a Bank Card account. \nI dont spell my name the same way as in this charge. I have never used the spelling of the debtor who owes this debt. Therefore, I do not have an AKA as XXXX as the plaintiff claims. \n\nAt this time, I must note that in the complaint, the attached exhibit of the Bank Card statement in which the original name and address of the correct debtor should be listed, that information has mysteriously been deleted or covered upon copying. The complaint was signed by a Law Firm attorney under penalty of perjury and stated that the attached bank statement displayed my name and address, a falsehood. Any reasonable person would interpret this falsehood as improper at the very least ; some might say its even fraudulent. The reason it was covered up obviously is because the name and address on the original un-doctored document is exculpatory and doesnt fit the plaintiffs narrative. \n\nNote that I originally asked Law Firm for verification XX/XX/XXXX, twice more in XXXX and nothing was ever provided in the one year since the original request. Absent verification that I am the one liable for this debt, there seemed to be no reason the case should continue but it took three hearings and nearly five months before the plaintiff motioned for dismissal of the case in XX/XX/XXXX. \n\nFurthermore, in the complaint the Plaintiff attaches undue importance to the fact I did not respond to my receipt of the exculpatory Bank Card statement provided by XXXX. There were four very important reasons why I had not yet responded : 1 ) the proof they provided was simply the name and address of the original debtor, 2 ) there was no verification that I owed the debt on behalf of the original debtor, 3 ) I had already previously denied I personally owed the debt ( how many times do I need to state that fact? ), and 4 ) I was waiting on the remainder of the requested documents to see if they looked as illegitimate as the statement with someone elses name and address on it. \nThe FDCPA addresses this issue specifically. Neither the XX/XX/XXXX letter from Law Firm nor the XX/XX/XXXX mailing from Servicer had the required FDCPA language, a statement that unless the consumer, within 30 days, after receipt of the notice, disputes the validity of the debt, or any portion thereof, the debt will be assumed to be valid by the debt collector. Furthermore, the FDCPA also states, The failure of a consumer to dispute the validity of a debt under this section may not be construed by any court as an admission of liability by the consumer. \n\nAs previously stated, nothing else was provided prior to the filing of the complaint and there are still documents that have not been provided. \n\nFinally, using consumer background tools on the internet I was easily able to find that the original name and address of the debtor still exists. \n\nI suspect, however, that the plaintiff knows full well that I am not the correct person that owes this debt and was simply hoping I wasnt paying attention because they are having trouble finding and or collecting from the real debtor from XXXX XXXX. \nPlaintiff and Law Firm represent their seedy industry well. Incompetence, deviousness or maliciousness cost me money and significant time. I ask for {$1200.00} for compensation. \n\nI also request that Law Firm make a motion to the XXXX XXXX XXXX XXXX, XXXX, IL to amend its dismissal of this case from without prejudice to with prejudice.","date_sent_to_company":"2023-03-03T17:17:24.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"617XX","tags":"Older American","has_narrative":true,"complaint_id":"6644110","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Kohn Law Firm S.C.","date_received":"2023-03-03T16:17:09.000Z","state":"IL","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Most importantly there is a total absence of a Bank <em>Card</em> account listing or any mention of a past due Bank <em>Card</em> account on those <em>credit</em> bureau reports because we never had a Bank <em>Card</em> account. \nI dont spell my name the same way as in this <em>charge</em>. I have never used the spelling of the debtor who owes this debt. Therefore, I do not have an AKA as XXXX as the plaintiff claims."],"sub_product":["<em>Credit</em> <em>card</em> debt"]},"sort":[10.263584,"6644110"]},{"_index":"complaint-public-v1","_id":"18398627","_score":10.065783,"_source":{"product":"Credit card","complaint_what_happened":"Wells Fargo exhibits consistent and deliberate dishonest and fraudulent behavior, including disingenuousness, negligence, deception, and unethical business practices. Leveraging its apparent power advantage, such as access to a team of high-powered, costly attorneys and resources, the bank has prolonged this case for a year, yet has failed to provide any evidence to clear itself of the alleged crimes. \n\nXXXX XXXX XXXX XXXX and his team of high-powered attorneys, like his predecessor, demonstrate a blatant disregard for the law. They appear to believe they can bypass legal requirements by relying solely on words, without supporting legal documents, to dismiss allegations of fraudulent, deceptive, and wrongful practices by the Wells Fargo executive team and employees.\n\nWithout legal help and limited resources, I have spent years meticulously gathering and presenting significant evidence of Wells Fargos misconduct, wrongdoing, and criminal behavior. If Wells Fargo had not fraudulently issued that credit card, falsely reported my creditdamaging my lifeand breached our loan agreements, imposing close to {$200000.00} in penalties, I wouldnt be facing this devastating, life-altering crisis. \n\nWells Fargo has failed to provide evidence regarding the credit card : The application for the XXXX XXXX XXXX XXXX XXXX of credit limit increase from {$5000.00} to {$50000.00}. \nXXXX XXXX confirmation letter for the credit increase to {$50000.00}. \nEvidence of running XXXX hard credit reports, indicated by Wells Fargo, XXXX for the {$5000.00} limit and another for the {$50000.00} limit. \nExplanation as to why the personal card was sent to my business address? \n\nAccording to Wells Fargos analysis, its employees applied for roughly XXXX credit card accounts on behalf of consumers without authorization. Wells Fargo executives tend to quickly blame employees when directed to use deceptive practices to boost sales. \n\nThe law states that individuals at the bank who were involved in or directed the fraud, including senior employees and executives, XXXX face criminal charges, including potential imprisonment and significant personal fines. \n\nWells Fargo has further worsened its situation by persistently engaging in deceptive and willful misconduct, including lying about the application of the loan prepayment penalty and repricing charges. \n\nWells Fargo claimed it used repricing for the loan refinance, even though the loan document clearly states that a prepayment penalty was charged to us. Additionally, Wells Fargo said it assessed a prepayment penalty on the loan payoff, even though the loan document explicitly states that a repricing penalty was applied. Wells Fargo acknowledged our initial and ongoing agreement to waive any prepayment penalty under Same Lender Loyalty ( the same deal we had for the refinance ). \n\nHowever, Wells Fargo deceptively revised the loan payoff document by rebranding the prepayment penalty as a Repricing fee and intentionally concealed the true nature of the prepayment penalty. This misleading and deceptive statement was used to impose an early payoff penalty of {$54000.00}, which is illegal under consumer protection laws such as the Dodd-Frank Act, enforced by the Consumer Financial Protection Bureau XXXX CFPB ). \n\nAccording to XXXX, XXXX '' is a term used in the context of loan agreements and generally used for refinance and refers to adjusting the interest rate, not a penalty itself. The fee for paying off a loan early is called a prepayment penalty or an early payoff penalty. \n\nIn addition, there was no mention of repricing when we signed the loan or at payoff. Repricing was introduced as a new term without prior disclosure. \n\nTruth in Lending Act ( TILA ) / Regulation Z : This federal law requires lenders to provide clear and standardized disclosures of all credit terms and costs ( including the Annual Percentage Rate, finance charges, and payment schedule ) before the loan is finalized ( consummation ). The goal is to allow you to compare loan offers and avoid misleading practices. \nClosing Disclosure : For mortgages, you must receive a Closing Disclosure at least XXXX business days before closing. This document finalizes the terms. If terms change after this, a new disclosure and potentially a new waiting period are required. \nUnfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : Introducing surprise fees or terms at the last minute could also be considered a deceptive practice, which is prohibited under consumer financial protection laws enforced by the Consumer Financial Protection Bureau ( CFPB ).\n\nContract Law : A loan agreement is a binding contract. Generally, one party can not unilaterally change the agreed-upon terms unless the original contract explicitly allows for the specific change ( e.g., a variable interest rate clause that outlines how the rate can change ).\n\nThe law states that when a bank lies or engages in deceptive practices, it will face severe consequences, including substantial fines, restitution orders to repay affected customers, reputational damage, operational restrictions, and potential criminal charges for individuals involved. These actions are categorized as Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) and are illegal under federal and state laws, most notably the Dodd-Frank Act and the Federal Trade Commission ( FTC ) Act. \n\nDuring a discussion with XXXX XXXX from Wells Fargos XXXX XXXX ( XXXX ), I discovered that the Wells Fargo CEO has been directly involved in my complaints and in the decision-making process. In their latest response letter, XXXX stated that, after further review, they found no errors or misconduct in Wells Fargos practices and therefore decided not to pay the {$30.00} XXXX in compensation. Instead, they offered a {$270.00} customer appreciation check for the inconvenience caused. \n\nWells Farog has a long history of deception and wrongful business practices and systemic issues and consumer harm in creating fake records, forged signatures on account-opening documents and credit card applications to make them appear legitimate, constitutes identity-related fraud in addition to identity fraud, false credit reporting and derogatory reporting, false statements, misrepresentation of facts, deceptive practices, and falsification of information to gain customers business as part of a widespread scheme to meet aggressive sales goals.\n\nI have a compelling case against Wells Fargo, backed by numerous facts indicating violations of both state and federal laws stemming from its actions, including recent false statements about conducting two hard credit inquiries and misrepresentations in the loan documents regarding prepayment and repricing.\n\nWells Fargo has a duty to prevent economic and emotional harm to its customers. Wells Fargos intentional wrongful actsfraud, perjury, negligence, and wrongful credit reportinghave caused me years of financial, emotional, and mental suffering.\n\nWells Fargo did not exercise reasonable care to prevent the financial and credit damages I experienced. No amount of money can fully compensate for the Emotional Distress and Anguish, pain, and suffering caused by Wells Fargos actions from XXXX to XXXX. I lost the most productive years of my professional and personal life and suffered greatly. \n\nThe consequences of Wells Fargos actions include civil lawsuits and punitive damages, supported by evidence of forgery, identity theft, fraud, violations of the Fair Credit Reporting Act ( FCRA ), negligence, deceptive practices, defamation, and related offenses. Punitive damages are justified to punish Wells Fargo and prevent similar conduct in the future. This case calls for damages of {$30.00} XXXX, including {$5.00} XXXX designated for the CFPB. These funds will be used to monitor Wells Fargos operations, halt its deceptive and fraudulent practices, and prevent future issues.\n\nUltimately, justice must be served for those who suffered, and Wells Fargo must be held accountable. I request that the CFPB take enforcement action against Wells Fargo for its pattern of fraud, misrepresentation, and false statements, and for violations of the Fair Credit Reporting Act, regulatory requirements, banking laws, consumer protection statutes, and credit reporting regulations.\n\nIn addition to filing complaints with the FDIC, the State Regulator, the Attorney General, the Office of the Comptroller of the Currency ( OCC ), and the FTC, and the Wells Fargo Board of Directors.\n\nAnalysis and interpretation of key phrases in Wells Fargo 's Final Response WF : We take allegations of employee misconduct seriously and referred this matter for review. Due to privacy, personnel outcomes remain internal. \n\nEnclosed are statements from XX/XX/XXXX, XXXX XXXX, XXXX and XX/XX/XXXX, XXXX XXXX, XXXX. If you believe transactions were unauthorized, contact Credit Card Fraud Claims at XXXX ( XXXXXXXX XXXX XXXX XXXX XXXX ). We can not provide additional documentation on the credit limit increase due to retention limits, but confirm the request was approved on XX/XX/XXXX. \n\nCredit applications and limit increases involve a hard inquiry, standard industry practice, which XXXX temporarily affect your credit score. A limit increase updates your existing account, not creating a new one ; each account appears individually on your credit report. \n\nAn identity theft claim was investigated, and per our letter dated XX/XX/XXXX, we found no fraud or unauthorized transactions. \n\nEvidence shows you activated the card, made payments, or benefited from the account. Any temporary credit will be reversed. \n\nImplication : This is a crucial admission. Wells Fargo asserts a fact ( the approval date ) but can not produce the evidence ( the signed request or the hard inquiry report ). Federal banking regulations and the FCBA generally require institutions to retain records relating to account openings and disputes for a minimum of XXXX years, and often longer in cases of alleged fraud. An attorney can argue that their inability to produce this evidence means they can not prove you authorized the change. \n\nWF : Evidence shows you activated the card, made payments, or benefited from the account. '' Implication : They are leveraging the fact that the unauthorized employee used my business accounts to make payments, misrepresenting this as my authorization or activation. This clearly shows the payments were disguised and made without my knowledge or consent.\n\nWF : An identity theft claim was investigated, and per our letter dated XX/XX/XXXX, we found no fraud or unauthorized transactions. '' Implication : This is their final, formal denial of my claim. It solidifies their position and opens the door to file a lawsuit after exhausting all mandatory dispute-resolution channels.\n\nThese statements provide further insight into Wells Fargo 's defensive stance and highlight key areas your attorney will focus on : WF : Our review confirms the application address was your employer 's at the time. '' This confirms negligence in verifying the nature of the address. A personal credit card should typically not be mailed to a business address without specific, verified instructions. This indicates a failure of the bank 's procedure for verifying the application details and the recipient 's authority. \n\nWF : A {$270.00} customer appreciation check was issued and cashed in XX/XX/XXXX. '' Implication : This constitutes XXXX XXXX unethical business practice and a trap tactic, arguing that by cashing this check ( entirely unrelated, and it was for customer appreciation and convenience ), I somehow accepted a resolution or benefit that compromises my ability to sue for the larger issue. Wells Fargo needs to clarify the nature of the check directly. \n\nWF : Under the Fair Credit Reporting Act, we report accurate account history. '' Implication : This is the core of the legal battle. I maintain that the history is not accurate because the entire account was fraudulent from inception. Their statement that the account is \" suppressed from monthly reporting due to first delinquency on XX/XX/XXXX, '' is standard procedure, but doesn't validate the underlying debt. Wells Fargos prior admission ( correcting my credit report after the CFPB complaint ) as evidence that their reporting was, in fact, inaccurate.\n\nWF : Our review confirms the application address was your employer 's at the time. Regarding collection calls, they are courtesy, not guaranteed. Account status can be reviewed via mailed statements or online. We honored your cease-and-desist request ; legally required communications will continue. A {$270.00} customer appreciation check was issued and cashed in XX/XX/XXXX. We regret any inconvenience. Under the Fair Credit Reporting Act, we report accurate account history. Your account is suppressed from monthly reporting due to first delinquency on XX/XX/XXXX. For credit report questions, contact the agencies directly. You are entitled to XXXX free report annually. \n\nImplication : Wells Fargo asserts it has XXXX separate credit reports, but where are theyone for the {$5000.00} limit and another for the {$50000.00} limit? Recent evidence demonstrates that Wells Fargo lied and misrepresented that it ran XXXX hard credit inquiries on me in XX/XX/XXXX. \n\nMoreover, there was no application for the XXXX XXXX XXXX credit card, yet the signature on the application they provided was clearly forged. Initially, Wells Fargo stated that a signature was required in-branch to open the account, but later reversed course, asserting that no signature was required. \n\nWells Fargo has a six-month rule : a customer can not get approved for a new Wells Fargo credit card if they have opened one with Wells Fargo within the last six months.\n\nWF : Their business real estate loan originated on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnterest. The rate adjustment in XXXX, reduced to XXXX XXXX with a repricing fee of {$110000.00}, which was paid. \nThis is incorrect ; we were charged a prepayment penalty on the refinance. \n\nThe payoff request in XXXX, a payoff demand included a prepayment penalty of {$54000.00} due to market conditions. No errors were found ; all actions aligned with the loan terms. Compensation is declined. \n\nImplication : This is false ; we were charged a repricing fee of {$54000.00} for the loan payoff, not for the refinance. The settlement agreement for the loan payoff included a prepayment penalty. Realizing we had a deal, like the one for the original loan/refinancing, with the difference that the person who sold us a bill of goods was still an employee of Wells Fargo , we brought this to her attention. Wells Fargo engaged in deceptive tactics, created a new payoff form that changed the term from 'prepayment ' to 'repricing, ' and imposed a penalty of {$54000.00}.\n\nWF : \" A {$270.00} customer appreciation check was issued and cashed in XX/XX/XXXX. '' Implication : This is WFs trap tactic, claiming that cashing this unrelated check ( for a different matter ) somehow indicates I accepted a resolution or benefit that could jeopardize my ability to pursue the larger claim. The check was offered by an employee of Wells Fargos escalation department as compensation for the inconvenience and as a gesture of appreciation for the customer.\n\nWF : \" Under the Fair Credit Reporting Act, we report accurate account history. '' Implication : This is the core of the legal battle. I maintain that the history is not accurate because the entire account was fraudulent from inception. Their statement that the account is \" suppressed from monthly reporting due to first delinquency on XX/XX/XXXX, '' is standard procedure, but doesn't validate the underlying debt. Using Wells Fargos prior admission ( correcting my credit report after the CFPB complaint and finding discrepancies in Wells Fargo 's credit reporting ) as evidence that their reporting was, in fact, inaccurate.\n\nWF : Our review confirms the application address was your employer 's at the time. Regarding collection calls, they are courtesy, not guaranteed. Account status can be reviewed via mailed statements or online. We honored your cease-and-desist request ; legally required communications will continue. A {$270.00} customer appreciation check was issued and cashed in XX/XX/XXXX. We regret any inconvenience. Under the Fair Credit Reporting Act, we report accurate account history. Your account is suppressed from monthly reporting due to first delinquency on XX/XX/XXXX. For credit report questions, contact the agencies directly. You are entitled to XXXX free report annually. \n\nTheir business real estate loan originated on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnterest. The rate adjustment in XXXX, reduced to XXXX XXXX  with a repricing fee of {$110000.00}, which was paid. \n\nImplication : This statement is false ; Wells Fargo breached our agreement and charged a prepayment penalty of {$110000.00} on the refinance, not on repricing.\n\nWF : The payoff request in XXXX, a payoff demand included a prepayment penalty of {$54000.00} due to market conditions. No errors were found ; all actions aligned with the loan terms. Compensation is declined. \n\nImplication : This is incorrect ; the first settlement agreement for the loan payoff included a prepayment penalty. The new loan payoff rebranded the prepayment penalty as a repricing fee to conceal its true purpose, resulting in another significant loss. \nWells Fargo used deception to induce us to enter into a financial transaction and breached our agreements. Wells Fargo was fully aware of applicable lending laws and deliberately misrepresented information and instructed notes regarding the waiver of the prepayment penalty on the refinance and payoff, on which we relied in doing business with Wells Fargo. \n\nWells Fargo responded in a letter, For clarity and consistency, our policy is based on written documentation and verbal agreements are not legally binding. \n\nWells Fargo relied on its extensive knowledge of lending laws, gave false information, and misled us into doing business with it. We were assured by the loan agent that we would not be charged a penalty for refinancing with Wells Fargo or for early payment, as documented in the loan agreement, pursuant to the loan agents instructions. Wells Fargo breached our contract agreement and imposed a prepayment penalty for the refinance. \n\nDate of XXXX : XXXX : Account opened fraudulently with a forged signature, negligence in account management, and erroneous credit reporting. \n\nTimeline of Events of Wells Fargos Negligence Causing Irreversible Harm Approximate Date Event Description XXXX Wells Fargo issues a personal credit card for American Express Propel in my name with an initial {$5000.00} credit limit via a forged signature. \nAccording to Wells Fargo, the account was opened on XX/XX/XXXX, following a credit card application submitted on XX/XX/XXXX, for which information was provided at a branch, and my signature was obtained. \nXXXX Wells Fargo sends the personal credit card to my business address, in the hands of an unauthorized employee with access to mail and business accounts. \nXXXX The employee uses the credit card and disguises payments made from my business accounts under business expenses. \nXXXX ( Date of Discovery ) Employee leaves employment. I take over accounts payable and discover a {$55000.00} balance on an unknown credit card. \nXXXX I immediately contact Wells Fargo to report the account as fraudulent. \nXXXX Wells Fargo finds \" no fraud, '' citing that the account was actively used and paid from my accounts for XXXX years. \nXXXX I refuse to pay the fraudulent balance. WF charges off the account and reports non-payment to credit bureaus. I requested that WF to remove the negative credit reporting. WF responded as below : XXXX My XXXX XXXX drops from XXXX to XXXX. \nXXXX XXXX XXXX XXXX remains suppressed due to derogatory marks ( approx. XXXX years ). \nXX/XX/XXXX I contacted WF debt collection and provided my SS # and my name to locate the account on my credit report. The agent was not able to locate the account on my credit report. \nXXXX I file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) and request all documentation from WF. I found discrepancies in Wells Fargos credit reporting. WF realizes its mistake, immediately reverses its credit reporting. Approximately XXXX derogatory marks are cleared. My XXXX XXXX rises to XXXX and week later to XXXX. \nLate XXXX After months of review and providing my evidence of fraud, Wells Fargo issues a final statement asserting they found \" no wrongdoing. '' XXXX. List of Evidence and Discrepancies I possess documented evidence illustrating Wells Fargos multiple inconsistencies across its narratives and credit reporting practices.\n\n.\n\nEvidence/Discrepancy Description and Status of WF Response Forged Signature I insisted the signature on the application provided by WF was not mine. WF claimed it was signed in a branch, then later claimed no signature was required.\n\nGeneric Application Wells Fargo provided a generic application form with the alleged forged signature, which lacked specific details ( e.g., name of credit card, purpose, initial credit limit ). \nCredit Limit Discrepancy The XXXX Welcome Letter indicated a {$5000.00} limit. Wells Fargo claims I requested an immediate increase to {$50000.00} the next day, claiming it ran XXXX hard credit inquiry, but can not produce any supporting documentation. No letter from XXXX XXXX XXXX to confirm the increase from {$5000.00} to {$50000.00}. \nMissing Documentation Wells Fargo could not produce evidence of the requested credit limit increase, the XXXX XXXX reports/inquiries, approval letter for the increase from XXXX XXXX XXXX XXXX proof of the \" in-branch '' signing process. \nWF Internal Policy Violations Issuing another credit card with such limit, contradicts with Wells Fargos internal policy, where customers can not get a new card within XXXX months of a prior XXXX, and legitimate limit increases require application/re-application procedures Credit Limit Contradiction with Wells Fargos Policy WF claims an immediate verbal increase to $ XXXX was permitted which contradicts with the company policy. i.e, XXXX of my personal credit cards had a limit of $ XXXX, I asked Wells Fargo agent to reduce the limit from XXXX to XXXX. The same week, I changed my mind, and I told them to keep the limit at XXXX. I was told I could increase the limit verbally, and I needed to reapply for the credit increase. \nProof of Payments from Business Account and Not the Personal Account The business records showing payments were made from my business accounts by the unauthorized employee in possession of the XXXX XXXX XXXX card, under general credit card charges and payments which can be cross-referenced with the credit card statements. \nCFPB Correspondence Complete history of my complaint with the CFPB portal, including all responses from Wells Fargo and the final determination of \" no wrongdoing '' despite the mountain of evidence against. \nXXXX XXXX XXXX derogatory reports over 7 years. \nProved discrepancies in Wells Fargo reporting, which had to make correction to my credit report. My score changed in XXXX from XXXX to XXXX. \nWells Fargo found guilty of wrong credit reporting Wells Fargo 's correction of my credit report following my CFPB complaint further confirms that Wells Fargo made a credit reporting error, and Wells Fargo continues to deny any wrongdoing. \nMy Existing Accounts I had no need for a {$50.00} XXXX XXXX XXXX card, I already held several personal and business with WF issued XXXX months prior, in addition to having other credit cards from other financial institutions, such as XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, demonstrating no need for a new XXXX Propel card. \nThis contradicts their standard policy where customers can not get a new card within XXXX months of a prior XXXX, Timeline of Events of WFs Negligence Causing Irreversible Harm. \n\nApproximate Date Event Description XXXX Wells Fargo XXXX an XXXX XXXX XXXX credit card account in my name with a initial {$5000.00} credit limit via a forged signature. \nXXXX WF issues the personal credit card to my place of business address, where an unauthorized employee had access to mail and business accounts. \nXXXX The unauthorized employee uses the credit card and disguises payments made from my business accounts. \nXXXX ( Date of Discovery ) Employee leaves employment. I take over accounts payable and discover a {$50000.00} balance on an unknown credit card. \nXXXX I immediately contact Wells Fargo to report the account as fraudulent. \nXXXX Wells Fargo finds \" no fraud, '' citing that the account was actively used and paid from my accounts for XXXX years. \nXXXX I refuse to pay the fraudulent balance. WF charges off the account and reports non-payment to credit bureaus. I requested that WF to remove the negative credit reporting. WF responded as below : XXXX My XXXX XXXX drops from XXXX to XXXX. \nXXXX XXXX XXXX XXXX remains suppressed due to derogatory marks ( approx. XXXX years ). \nXX/XX/XXXX I contacted WF debt collection and provided my SS # and my name to locate the account or my credit report. The agent was not able to locate the account on my credit report. WF sent a response they show no record of me contacting Wells Fargo agent for inquiry. Soon After I file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) and request all documentation from WF. \nXXXX I found discrepancies in Wells Fargos credit reporting. WF realizes its mistake, immediately reverses its credit reporting. Approximately XXXX derogatory marks are cleared. My XXXX XXXX rises to XXXX and week later to XXXX. \nLate XXXX After months of review and providing my evidence of fraud, Wells Fargo issues a final statement asserting they found \" no wrongdoing. 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