{"took":378,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":19,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7407096","_score":18.891645,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My filing of this complaint pertains to my right to file a dispute which is accepted and investigated by Chase Amazon XXXX. Narrative of Issue... \nAfter becoming aware of a fraudulent additional charge on my Chase Amazon XXXX card for a rental from XXXX XXXX XXXX XXXX I tried to dispute {$310.00} of the {$950.00} charge on the Chase website. I was prohibited from using the automated dispute filing option and instructed to contact Chase Dispute department at XXXX which I did on XX/XX/XXXX. \nI informed the Chase Representative that there were fraudulent Optional charges for Personal Accident Insurance and Personal Effects Protection costing EUR XXXX or {$340.00} ( See below summary of events ). I was not disputing the remaining {$610.00} of the transaction. \nThe Chase Representative informed me that I would not be able to dispute the charge \" without documentation of the previous charge ''. Not understanding what that meant I was told if I didn't have the original Rental Agreement from XXXX XXXX, for the rental on pickup date XX/XX/XXXX, Chase would not accept the dispute. I advised the representative that I asked the XXXX XXXX Representative for a receipt and was told that company policy was to issue all rental agreements via Email. I never received the rental agreement and my attempts to secure one while in XXXX were unsuccessful as I did not have a confirmation number for the rental ( which would have been listed on the rental agreement if I had received one via Email ). I wasn't able to secure a Rental Agreement receipt from XXXX until XX/XX/XXXX when I returned to XXXX. In effect I was fraudulent, charged unauthorized and declined XXXX XXXX from XXXX and was not provided the original Rental Agreement, of which I'm still trying to secure from XXXX. The Rental Agreement will show I did not sign or agree to the additional \" Optional Protective Services '' charged to my Visa account ( XXXX XXXX  Agreement XXXX ). \nThe case number for my XX/XX/XXXX contact with Chase is XXXX XXXX My filing of this complaint pertains to my right to file a dispute which is accepted and investigated by Chase Amazon XXXX. \n\n\n\nThe following narrative was communicated to Chase and also submitted to XXXX XXXX. \nRental Agreement Number is XXXX On XX/XX/XXXX I rented a vehicle from XXXX XXXX XXXX XXXX XXXX XXXX XXXX & XXXX Service Area The dates of the rental were XXXX. The Rental Agreement Number is XXXX. During the booking process XXXX XXXX Customer Service Representative XXXX XXXX advised me that he was directed, by his immediate supervisor, to make me aware of the XXXX XXXX XXXX XXXX XXXX offers customers. I immediately advised XXXX I was not interested in any XXXX XXXX pertaining to the rental vehicle. XXXX completed the transaction and advised me that a copy of the agreement would be forwarded to me via Email. I was not asked to sign the rental agreement and at the conclusion of the rental process I left with the vehicle ( Red XXXX XXXX XXXX XXXX ). Over the course of the next 24 days I did not receive a copy of the rental agreement from the XXXX location. On XX/XX/XXXX after arriving home from XXXX I became aware of a charge to my XXXX account from XXXX XXXX {$950.00}. That amount was more than I expected to pay for the rental. \nI contacted XXXX XXXX Customer Service at XXXX ( International Rental prompt XXXX ) and was advised that the rental agreement indicated XXXX XXXX charges of XXXX  XXXX. Bringing the total transaction to XXXX  XXXX instead of XXXX XXXX. \n\nCustomer Service Representative XXXX XXXX fraudulently added XXXX XXXX I specifically indicated I did not want or need. XXXX also did not provide me with a copy of the agreement at the time of the rentall. \nI have rented many vehicles from XXXX XXXX throughout the years and have never purchased XXXX XXXX. In fact leading up to the trip to XXXX I booked XXXX XXXX XXXX rentals for the XXXX time period canceling reservations as better prices became available and none of the previous XXXX reservations had XXXX XXXX. The confirmation numbers for the XXXX canceled reservations are as follows and available for XXXX XXXX to review. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX None of the aforementioned reservations booked XXXX XXXX. \n\nXXXX XXXX and his XXXX, who conversed in XXXX throughout the booking process, fraudulently and with intent added additional unauthorized charges to my rental. I believe this was done to profit off of upgrading the car rental.","date_sent_to_company":"2023-08-15T10:10:28.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"068XX","tags":null,"has_narrative":true,"complaint_id":"7407096","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-08-15T08:39:43.000Z","state":"CT","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["My filing of this <em>complaint</em> pertains to my right to file a dispute which is accepted and investigated by Chase Amazon <em>XXXX</em>. <em>Narrative</em> of Issue... \nAfter becoming aware of a <em>fraudulent</em> additional <em>charge</em> on my Chase Amazon <em>XXXX</em> card for a rental from <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> I <em>tried</em> to dispute {$310.00} of the {$950.00} <em>charge</em> on the Chase website. I was prohibited from using the automated dispute filing option and instructed to contact Chase Dispute department at <em>XXXX</em> which I did on XX/XX/<em>XXXX</em>."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[18.891645,"7407096"]},{"_index":"complaint-public-v1","_id":"3199807","_score":17.492018,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX fraudulently tried to charge for service after phones had been ported-out to XXXX XX/XX/2016, attached will be a 9 page narrative detail, including FCC complaint, and XXXX acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies. \n\nThey refused my good faith payment via check, placing unacceptable hardship type demands to pay via forms untraceable such as money orders, and other off the books non traceable payments. These demands on me to pay by illicit means were not of a form that I could access from a Michigan based bank from out of state. \n\nIn turn, after the initial letter, they did not communicate to me for six months, turning this over to a collections agency. I paid the bill as soon as I got the letter from the col-agency and the collection agency would take a credit card or bank check - those that XXXX was refusing to use as means of payment. \n\nI did not know of the damaging malicious actions XXXX were taking to my credit report until XXXX. I called them Tuesday XXXX about this, and they refused to retract and expunge this from my report. Their arrogant and condescending intonation on the phone when I spoke to the representative is completely unacceptable, the FCC needs to fine XXXX, the employee of record as it was a recorded line, needs to be fired, employees retrained. Their approach to customers is completely unacceptable. \n\nFurthermore they have told me and the FCC a twisted version that the debt was still due but they failed to communicate that to me until I received a letter from a collections agency. \n\nSo again, it is XXXX that failed to communicate their willingness to accept a XXXX Bank form of payment. The Collection agency managed that payment for them, however XXXX intentionally and maliciously has damaged my credit rating. XXXX initiated this entire event by illegally charging me for services not rendered. They have a special department dedicated to extracting payments for services not rendered, hoping consumers don't catch on, this is not an isolated practice, they need to be investigated by congress.","date_sent_to_company":"2019-04-03T05:58:30.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"48236","tags":null,"has_narrative":true,"complaint_id":"3199807","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-04-03T01:31:58.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["<em>XXXX</em> <em>fraudulently</em> <em>tried</em> to <em>charge</em> for <em>service</em> after phones had been ported-out to <em>XXXX</em> <em>XX/XX</em>/2016, attached will be a 9 page <em>narrative</em> detail, including FCC <em>complaint</em>, and <em>XXXX</em> acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies."]},"sort":[17.492018,"3199807"]},{"_index":"complaint-public-v1","_id":"3199808","_score":17.054527,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX fraudulently tried to charge for service after phones had been ported-out to XXXX XX/XX/XXXX, attached will be a 9 page narrative detail, including FCC   complaint, and XXXX acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies. \n\nThey refused my good faith payment via check, placing unacceptable hardship type demands to pay via forms untraceable such as money orders, and other off the books non traceable payments. These demands on me to pay by illicit means were not of a form that I could access from a Michigan based bank from out of state. \n\nIn turn, after the initial letter, they did not communicate to me for six months, turning this over to a collections agency. I paid the bill as soon as I got the letter from the col-agency and the collection agency would take a credit card or bank check - those that XXXX was refusing to use as means of payment. \n\nI did not know of the damaging malicious actions XXXX were taking to my credit report  until XX/XX/XXXX. I called them Tuesday XX/XX/XXXX about this, and they refused to retract and expunge this from my report. Their arrogant and condescending intonation on the phone when I spoke to the representative is completely unacceptable, the FCC needs to fine XXXX, the employee of record as it was a recorded line, needs to be fired, employees retrained. Their approach to customers is completely unacceptable. \n\nFurthermore they have told me and the FCC a twisted version that the debt was still due but they failed to communicate that to me until I received a letter from a collections agency. \n\nSo again, it is XXXX that failed to communicate their willingness to accept a XXXX XXXX   form of payment. The Collection agency managed that payment for them, however XXXX intentionally and maliciously has damaged my credit rating. XXXX initiated this entire event by illegally charging me for services not rendered. They have a special department dedicated to extracting payments for services not rendered, hoping consumers don't catch on, this is not an isolated practice, they need to be investigated by congress.","date_sent_to_company":"2019-04-03T05:58:36.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"48236","tags":null,"has_narrative":true,"complaint_id":"3199808","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-04-03T01:58:33.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["<em>XXXX</em> <em>fraudulently</em> <em>tried</em> to <em>charge</em> for <em>service</em> after phones had been ported-out to <em>XXXX</em> XX/XX/<em>XXXX</em>, attached will be a 9 page <em>narrative</em> detail, including FCC   <em>complaint</em>, and <em>XXXX</em> acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies."]},"sort":[17.054527,"3199808"]},{"_index":"complaint-public-v1","_id":"3199809","_score":16.980536,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX fraudulently tried to charge for service after phones had been ported-out to XXXX XX/XX/2016, attached will be a 9 page narrative detail, including FCC complaint, and XXXX acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies. \n\nThey refused my good faith payment via check, placing unacceptable hardship type demands to pay via forms untraceable such as money orders, and other off the books non traceable payments. These demands on me to pay by illicit means were not of a form that I could access from a Michigan based bank from out of state. \n\nIn turn, after the initial letter, they did not communicate to me for six months, turning this over to a collections agency. I paid the bill as soon as I got the letter from the col-agency and the collection agency would take a credit card or bank check - those that XXXX was refusing to use as means of payment. \n\nI did not know of the damaging malicious actions XXXX were taking to my credit report until XX/XX/XXXX. I called them Tuesday XX/XX/XXXX about this, and they refused to retract and expunge this from my report. Their arrogant and condescending intonation on the phone when I spoke to the representative is completely unacceptable, the FCC needs to fine XXXX, the employee of record as it was a recorded line, needs to be fired, employees retrained. Their approach to customers is completely unacceptable. \n\nFurthermore they have told me and the FCC a twisted version that the debt was still due but they failed to communicate that to me until I received a letter from a collections agency. \n\nSo again, it is XXXX that failed to communicate their willingness to accept a US Bank form of payment. The Collection agency managed that payment for them, however XXXX intentionally and maliciously has damaged my credit rating. XXXX initiated this entire event by illegally charging me for services not rendered. They have a special department dedicated to extracting payments for services not rendered, hoping consumers don't catch on, this is not an isolated practice, they need to be investigated by congress.","date_sent_to_company":"2019-04-03T05:58:36.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"48236","tags":null,"has_narrative":true,"complaint_id":"3199809","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-04-03T01:58:33.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["<em>XXXX</em> <em>fraudulently</em> <em>tried</em> to <em>charge</em> for <em>service</em> after phones had been ported-out to <em>XXXX</em> <em>XX/XX</em>/2016, attached will be a 9 page <em>narrative</em> detail, including FCC <em>complaint</em>, and <em>XXXX</em> acceptance of their error, however in the process they have falsely and maliciously filed 5 late payment claims to the lead credit reporting agencies."]},"sort":[16.980536,"3199809"]},{"_index":"complaint-public-v1","_id":"6642963","_score":16.718466,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This complaint has XXXX components ; XXXX ) a complaint against a company which wrongfully charged my credit card ( XXXX  ) and ; XXXX ) a complaint a against my credit card company for mishandling the dispute which I filed with them ( Citi Card ). XXXX ) I will first explain the fraudulent charge, XXXX ) next the botched dispute process I am still engaged in, and finally, XXXX ) the steps I am taking to continue to try to resolve this matter. \n\nXXXX ) Regarding the fraudulent charge by XXXX  : In XX/XX/XXXX, I hired XXXX to install a new air conditioning unit at a property I own in XXXX XXXX XXXX, FL. XXXX is the company name. The owner is a man by the name of XXXX. That is all the identifying information I have on the owner. He is a small business operator with a company, who runs his business from his home, and was referred to me by a resident in the neighborhood. \n\nI used my Costco Citi Visa to pay for the equipment. On XX/XX/XXXX, I was charged by XXXX {$2800.00} with my knowledge and consent. The service was fulfilled by the vendor. Citi Card paid the vendor for the service, leaving me with a debt to Citi Card. \n\nBy XX/XX/XXXX, I had paid that balance off to {$0.00}. Meaning all obligations to Citi Card and XXXX had been fulfilled, and I owed no further money related to the AC installation. \n\nThe XX/XX/XXXX and XX/XX/XXXX bank statements have been included as an attachment I have also included a copy of the air conditioner warranty dated XX/XX/XXXX, to help denote the time of this transaction. \n\nMy card balance remained at {$0.00} until XX/XX/XXXX. That is when XXXX charged and then immediately returned another {$2200.00}. I was completely unaware of this charge because, ultimately, my balance still ended up at {$0.00} thus I did not examine my statement that month. This charge was made without my knowledge and without my authorization. That XX/XX/XXXX statement has been attached as well. \n\nI was made aware of the XX/XX/XXXX charge when, in XX/XX/XXXX, XXXX charged my card for now a third time in the amount of {$2900.00}, and a Citi Card employee pointed it out to me. This XXXX charge stayed on my account and thus it immediately caught my attention. I immediately filed a dispute. This charge was also made without my knowledge and without my authorization. The XX/XX/XXXX statement has been included as an attachment. \n\nIt is clear to me that XXXX, the proprietor of XXXX, retained my card information and used it to extract money from my account for his own personal gain. I did not do business with this person or company after the initial service in XX/XX/XXXX. This business / person was not authorized and had no cause to charge my account any time after XX/XX/XXXX. \n\nXXXX ) Complaint against Citi Card : The above narrative along with copies of my credit card statements and other documents were given to Citi Card verbally and in writing multiple times starting in XX/XX/XXXX when the charges were first discovered. Despite having followed Citi Card 's dispute process, the credit card company continually asked me to submit the same information multiple times ; opened, closed, and reopened my case several times; reclassified my case twice ; and generally gave me the run-around while offering no real assistance for 7 months. Finally, in XXXX of XXXX, Citi Card declared that they could not take any action on case because 'too much time had passed '. This stunned me as I had filed my dispute in same month the fraudulent charge was made and submitted the forms and statements that Citi required. All documentation that I have access to has been included. \n\nI submit that it is their own convoluted processes that caused the major delays and that they were attempting to deny me the consumer protections they should be providing to its customers. There is an additional statement regarding Citi Card 's next declaration I will explain in the next section, as I am trying to narrate this chronologically. \n\nXXXX ) Steps I have taken outside Citi Card 's process and against Citi Card : After receiving no satisfaction with Citi Card, I filed a complaint with the both my local police department and State Attorney 's General office against Citi Card. Those emails have been included. I also attempted to retain legal representation, but no law firm was able to take this case without it actually being in collections. \n\nAfter this complaint to the AG, Citi Card responded to me in XX/XX/XXXX by saying that, 'since I reported my card lost or stolen, they were referring my case to yet another department within the company '. I responded to Citi Card by refuting their claim that ever reported my card lost or stolen. I never gave them any such indication and this demonstrated another example of how Citi Card is giving me the run-around, attempting to scapegoat me, and eluding their responsibility to protect me as a consumer. \n\nMy primary complaint right now is with Citi Card. I believed that when I initially filed my dispute, my case was clear and my credit card company would protect my interests. This did not happen. My next step of recourse is to file this complaint with your office. All documents that I have access to have been included. They are provided in reverse chronological order with the most recent correspondence appearing first. \n\nAFTER TYPING THIS NARRATIVE, I ATTEMPTED TO UPLOAD THE PROMISED DOCUMENTATION. HOWEVER, THE SYSTEM REJECTED MY FILE BECAUSE IT WAS TOO LARGE. THE UPLOAD LIMIT IS XXXX. MY FILE IS XXXX MB ( XXXX Pages, PDF, INCLUDING CORRESPONDENCE TO AND FROM CITI, CREDIT CARD STATEMENTS, POLICE REPORT, CORRESPONDENCE FROM THAT AGs OFFICE, ETC. ). I ATTEMPTED TO ZIP THE FILE, BUT IT STILL EXCEEDED THE LIMIT. I AM HAPPY TO PROVIDE MY SUPPORTING DOCUMENT ANOTHER WAY.","date_sent_to_company":"2023-03-03T18:34:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"33147","tags":null,"has_narrative":true,"complaint_id":"6642963","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-03-03T17:13:49.000Z","state":"FL","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":["This <em>complaint</em> has <em>XXXX</em> components ; <em>XXXX</em> ) a <em>complaint</em> against a company which wrongfully charged my credit card ( <em>XXXX</em>  ) and ; <em>XXXX</em> ) a <em>complaint</em> a against my credit card company for mishandling the dispute which I filed with them ( Citi Card ). <em>XXXX</em> ) I will first explain the <em>fraudulent</em> <em>charge</em>, <em>XXXX</em> ) next the botched dispute process I am still engaged in, and finally, <em>XXXX</em> ) the steps I am taking to continue to <em>try</em> to resolve this matter."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[16.718466,"6642963"]},{"_index":"complaint-public-v1","_id":"14260916","_score":14.2680855,"_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 <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, FL on Tuesday, XX/XX/<em>XXXX</em> at <em>XXXX</em>. Then I received a text on XX/XX/year> at <em>XXXX</em> from <em>XXXX</em> 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":[14.2680855,"14260916"]},{"_index":"complaint-public-v1","_id":"14971990","_score":13.106286,"_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":["Supervisors responded to <em>complaints</em> with a FALSE <em>NARRATIVE</em>, seemingly based on the agents incomprehension of the conversation. A subsequent supervisor lectured me with that false <em>narrative</em>, as if I were the one who had no clue.\\n\\n\\n\\nChase <em>XXXX</em> <em>XXXX</em> customer <em>service</em> seems to be afflicted with what Ive come to call <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> XXXXe, staffed with improperly trained and unqualified agents who compound and exasperate problems instead of helping."],"sub_product":["General-purpose credit card or <em>charge</em> card"],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[13.106286,"14971990"]},{"_index":"complaint-public-v1","_id":"1875550","_score":13.088544,"_source":{"product":"Debt collection","complaint_what_happened":"Complaint Narrative Midland Funding , LLC and Midland Credit knowingly and willfully committed multiple violations of CFPB Consent Order XXXX/XXXX/XXXX, Administrative Proceeding XXXX in filing a consumer debt lawsuit against Consumer. Clear implication of systematic nature of these violations is that Midland Funding is systematically violating Consent Order in several XXXX consumer debt lawsuits in XXXX XXXX Courts filed since the XXXX XXXX, XXXX Consent Order filing date. Current number of Midland Funding open cases in XXXX XXXX XXXX as of XXXX XXXX, XXXX -- XXXX. \n\nSummary of Consent Order violations committed in filing of XXXX vs XXXX [ hereafter Consumer ], XXXX XXXX XXXX Case # -- XXXX. \n1. Used False and Generic Complaint Affidavit ( the Complaint ) in filing lawsuit. Attachment, MCM complaint affidavit.pdf XXXX. Made false claim to Court and Consumer in Complaint Affidavit of a 'right '' to [ continue to ] use Account Stated doctrine as done by Midland before Consent Order -- when Midland knows Consent Order now supervenes said claim. attachment Consent Order versus Account Stated.docx 3. Used False Affidavit of Service of Summons as created & questionably notarized by workers at XXXX XXXX XXXX XXXX Possible robo-notarization of high volume affidavits by XXXX XXXX XXXX XXXX XXXX XXXX \nAttachments : ... Refutation of False Affidavit of Service ... XXXX XXXX XXXX XXXX job description XXXX XXXX Sec State Registration Number and Address.pdf Sec XXXX XXXX XXXX XXXX ( lists business address same as XXXX ) 4. Used prohibited generic XXXX XXXX XXXX. XXXX XXXX XXXX XXXX is Generic -- except for date & buyer name. Does not refer to XXXX XXXX. Attachment : XXXX. \n5. Submitted False Affidavit of Review of Account. Documents as required were clearly not reviewed as Affidavit claims since by Midland statements they do not have those documents to give Consumer. Attachment : Midland Account Doc Review XXXX. \n6. Acted fraudulently for financial advantage by false affidavits & withholding existence of Consent Order from XXXX XXXX XXXX and Consumer and XXXX ) not conforming to & admitting governing stipulations. Attachment : MCM Complaint Affidavit.pdf. \nXXXX. Midland Attorney XXXX XXXX falsely claimed XXXX XXXX, XXXX to Consumer that Consent Order only applies in Federal Court and not in effect before XXXX XXXX, XXXX. Conversation : Court \" Return Date '', XXXX XXXX XXXX. \n7. Noncompliant with having required account level documentation available prior to filing lawsuit. Midland only sent to Consumer and stated they only have charge-off statement amount, [ generic ] bill of sale - and denied having other account level documents. Attachment : MCM XXXX avoids providing acct information.pdf 8. Failed to offer account level documentation in advance of initiating lawsuit. \n9. Refused to provide account level documentation as requested by consumer. In-house attorney for Midland, XXXX said three times he would not even try. XXXX XXXX conversation and my complaint to court. \nXXXX. Coercive Use of pre-lawsuit Letter of Collection ( XXXX XXXX, XXXX ) to intimidate Consumer by false threat of litigation & saying account is in Legal Department. Attachment : mcm XXXX XXXX XXXX false threat of litigation.pdf XXXX. XXXX illegally sold debt to XXXX without questions by XXXX. Did not check validity when disputed by XXXX. Account invalid before sold as XXXX unlawfully defaulted on workout plan about XXXX XXXX. Account illegally sold by XXXX without information on work-out plan -- 0 % APR on first and then a second plan. XXXX XXXX refused XXXX XXXX, XXXX to provide XXXX in XXXX sales file. Midland only provided charge-off amount as \" extra information '' on or about XXXX/XXXX/XXXX by letter ( copy n/a ) Ref : XXXX Consent Order.","date_sent_to_company":"2016-04-12T19:03:05.000Z","issue":"Taking/threatening an illegal action","sub_product":"Credit card","zip_code":"802XX","tags":null,"has_narrative":true,"complaint_id":"1875550","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ENCORE CAPITAL GROUP INC.","date_received":"2016-04-12T19:03:05.000Z","state":"CO","company_public_response":null,"sub_issue":"Sued w/o proper notification of suit"},"highlight":{"complaint_what_happened":["<em>Complaint</em> <em>Narrative</em> Midland Funding , LLC and Midland Credit knowingly and willfully committed multiple violations of CFPB Consent Order <em>XXXX</em>/<em>XXXX</em>/<em>XXXX</em>, Administrative Proceeding <em>XXXX</em> in filing a consumer debt lawsuit against Consumer. Clear implication of systematic nature of these violations is that Midland Funding is systematically violating Consent Order in several <em>XXXX</em> consumer debt lawsuits in <em>XXXX</em> <em>XXXX</em> Courts filed since the <em>XXXX</em> <em>XXXX</em>, <em>XXXX</em> Consent Order filing date."]},"sort":[13.088544,"1875550"]},{"_index":"complaint-public-v1","_id":"3845927","_score":11.912713,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I booked a stay using XXXX service on XX/XX/2020 for 5 days ( XX/XX/2020 ). I was in talks with the property management company from day 1 with questions and clarifications. Once we arrived to the location, we were appalled. The photos were edited/enhanced to make then look better, there were several inaccuracies in the listing itself that we identified once we got there, the listing claimed a sofa sleeper when it was really a small size futon. The refrigerator did not work and we lost around {$500.00} worth of food that we purchased from XXXX. The house was extremely warm with thermostat reading 83 degrees, so we opened the windows to try and cool down the house since it was in the low 60 's outside. However, when we opened the windows during a movie on our first night we got a noise complaint. The property management company started to text me with unsolicited messages telling us to be quiet and threatening us with being kicked out or heavy fined, while also apologizing for their \" consistently sensitive neighbor ''. This was a major surprise, as the listing stated the neighbors were far away. I spoke with the property management the next morning and expressed my frustrations and I was told they would work anything out afterwards. I was told to just keep a list of thing and bring them to their attention after the stay and promised since they are the largest company that they would guarantee my satisfaction. After our stay, I sent the issues as requested and I got a generic response back along with asking what I wanted. I stated I wanted reimbursement and then they never responded to me again. They also left me a poor/negative review. I called XXXX and they stated with my poor review nothing would be done and they stand by their client, but insisted I leave a review and then call back. So, I left a review and I ensured to make it as objective as possible. A few days later, XXXX emails me and states the review is denied because I \" blackmailed the property management company ''. When in reality all I did was tell the property management company after I listed all the negatives with the stay that I would prefer not to leave a review and would prefer reimbursement. After exhausting all those options, I went to my bank and the first agent I explained a version similar to above and was told this would 100 % be able to be disputed for dissatisfaction of services rendered. I then spoke with Chase Bank 's fraud department. I told told no and that since I stayed there it was not an option. After going back and forth the gentleman hung up on me, so I waited for a few minutes and there was no call back. I called a 2nd time and spoke to XXXX in the fraud department. The same back and forth, but this time there was a clear negative attitude from the representative. I was frustrated, but not upset until talking to XXXX and I told him he was condescending and just being a jerk. Then I spoke with XXXX, who is a supervisor for the Chase Fraud department. Again, the same back and forth but she was much nicer and understanding. I asked her a hypothetical question based on what they were telling me as their reason for not assisting which was \" you stayed at the XXXX and received 100 % of the service therefore you cant seek reimbursement ''. I explained that the \" service '' goes way beyond the staying at the residence. I explained that their service afterwards is where most of my concerns are, the fraudulent listing, the lies about \" taking care of me '', and the systemic issues displayed by blocking my account and ability to leave a review to which Chase representatives stated disagreement with interpretation. The questions I asked was basically - Hypothetically, If I called into Chase the day I arrived and stated I was unhappy for \" x, y, and z reasons and wanted to leave. However, because of COVID and the fact that we had 10 people fly in for this stay we could not find a place that would take so many people on a last minute notice, what would Chase Bank suggest we do? XXXX responded by saying the same stuff, if you stay there you have to pay. My final comment made was that what I am inferring from that response is that even in the face of zero options the only way Chase Bank would offer consumer protection is if we opted to be homeless for the night and sleep on the street. I explained that I was very disappointed to know that Chase Bank doesn't have my back as a consumer. I was forwarded to a 3rd party benefits team and again there was no resolution other than being told too bad. I understand rules/regulations and things of that nature. Where I really get scared is the systemic practices by XXXX and the property management company. They know the system and it is evident in retrospect when I was told \" just wait until after the stay to submit your concerns '' and then poor review of me leading to XXXX response and siding with their client as a result, and blocking my ability to leave a review. When the banks are not willing to protect their consumers then these companies have absolutely ZERO accountability. When they understand the banks will deny ANY claim no matter the reason as long as the person stays, then they will say ANYTHING to give the consumer peace of mind. That is what happened here. I wanted to leave, we couldn't leave anyway because of COVID, we complained and were given peace of mind for 'AFTER ', and then XXXX took away our voice. \n\nDETAILS : XX/XX/XXXX charge by XXXX XXXX {$2000.00} XX/XX/XXXX (? ) charge by XXXX {$400.00} XX/XX/XXXX charge by XXXX XXXX {$2000.00} XX/XX/XXXX charge by XXXX XXXX {$50.00} XX/XX/XXXX charge by XXXX XXXX {$39.00} TOTAL= {$4600.00} Contacted property management ( XXXX XXXX ) multiple times, last correspondence on XX/XX/2020. Their last response was XX/XX/2020. \n\nGuest review from XXXX XXXX about me XX/XX/2020. \nContacted XXXX about concerns approximately XX/XX/2020 XXXX XXXX review from me approximately XX/XX/2020. \nXXXX opened case ( have # if needed ) and closed it XX/XX/2020 denying my review, I responded back to XXXX, XXXX has ceased communication. \n\nTried to dispute transaction online through Chase XX/XX/2020 Called Chase Bank XX/XX/2020 - conversations/outcomes listed in long narrative. \nConsumer Finance complaint on XX/XX/2020 for poor customer service, unwillingness to step in and take action, even if regulations prevent Chase from filing for reimbursement I feel that given the context of my scenario I was clearly taken advantage of and I feel like a victim of fraud after being stupid for believing XXXX XXXX and XXXX lies. I feel Chase should stand behind their customer even if the regulations do not allow them to seek resolutions in that form. I still expect the bank to hold fraudulent and deceiving people accountable.","date_sent_to_company":"2020-09-14T21:17:39.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92127","tags":"Servicemember","has_narrative":true,"complaint_id":"3845927","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-09-14T19:31:26.000Z","state":"CA","company_public_response":null,"sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["I wanted to leave, we couldn't leave anyway because of COVID, we complained and were given peace of mind for 'AFTER ', and then <em>XXXX</em> took away our voice. \n\nDETAILS : XX/XX/<em>XXXX</em> <em>charge</em> by <em>XXXX</em> <em>XXXX</em> {$2000.00} XX/XX/<em>XXXX</em> (? ) <em>charge</em> by <em>XXXX</em> {$400.00} XX/XX/<em>XXXX</em> <em>charge</em> by <em>XXXX</em> <em>XXXX</em> {$2000.00} XX/XX/<em>XXXX</em> <em>charge</em> by <em>XXXX</em> <em>XXXX</em> {$50.00} XX/XX/<em>XXXX</em> <em>charge</em> by <em>XXXX</em> <em>XXXX</em> {$39.00} TOTAL= {$4600.00} Contacted property management ( <em>XXXX</em> <em>XXXX</em> ) multiple times, last correspondence on <em>XX/XX</em>/2020."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[11.912713,"3845927"]},{"_index":"complaint-public-v1","_id":"3850599","_score":11.694335,"_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":["receipt ( that was involuntarily cancelled by <em>XXXX</em> <em>XXXX</em> on XX/XX/<em>XXXX</em> ) ; and the my statement disputing the <em>fraudulent</em> <em>charges</em>."]},"sort":[11.694335,"3850599"]},{"_index":"complaint-public-v1","_id":"3740201","_score":11.51524,"_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 <em>XXXX</em> 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 <em>charge</em> with two felony <em>charges</em> by the <em>XXXX</em>, NC Police Department."]},"sort":[11.51524,"3740201"]},{"_index":"complaint-public-v1","_id":"18942686","_score":11.296575,"_source":{"product":"Checking or savings account","complaint_what_happened":"Proposed CFPB Complaint Narrative ( from the perspective of XXXX XXXX ) My name is XXXX XXXX. I am filing this complaint against Truist Bank regarding unauthorized debit card transactions on my Truist business checking account and Truists refusal to fully reimburse clearly fraudulent activity. \nBank : Truist Bank Account type : Business checking ( used primarily for marketing expenses ) Account number : XXXX Total disputed amount : Approximately {$42000.00} Main unauthorized merchant : XXXX ( online gambling ) Discovery of fraud : Around XX/XX/year>XXXX  Background I operate a small business and maintained a business checking account with Truist that I used mainly to pay for marketing and lead generation. This account was not used heavily for day-to-day expenses and I did not monitor it as closely as my primary operating account. \nAround [ insert month/year when it started ], I allowed a sales representative who was working with my business to use my Truist debit card solely for business-related lead generation expenses. Examples of what I authorized included : XXXX advertising XXXXXXXX XXXX XXXX XXXX  from third-party vendors Other specific marketing-related services we discussed There was no written contract authorizing broader usage of the card. The authorization was strictly verbal and limited only to lead generation and marketing for my business. I never authorized this person to use my card for personal expenses, gambling, or any non-business purposes. \n\nDiscovery of Unauthorized Transactions I only became aware of the fraudulent activity after : A notification from XXXX about a withdrawal of approximately {$2000.00}, and/or A fraud alert text message from Truist notifying me of suspected fraudulent activity. \nThese alerts prompted me to immediately review my Truist account activity. When I checked my statements and online banking, I discovered : Multiple transactions to XXXX, an online gambling platform Other transactions and withdrawals that were not related to lead generation or any approved business expense The fraudulent activity appeared to have occurred over a period of several months ( approximately six months ) In total, the unauthorized charges and withdrawals were approximately {$42000.00}. \nI never knowingly authorized any transactions with XXXX or any gambling website. I also did not authorize XXXX cash withdrawals for that purpose. These charges are completely inconsistent with the limited purpose for which I allowed my debit card to be used. \n\nMy Actions After Discovering the Fraud As soon as I discovered the suspicious transactions, I immediately contacted Truist Bank to : Report the fraud Request that my debit card be blocked Dispute all unauthorized transactions Ask for an investigation and reimbursement I also began gathering documentation, including : Bank statements showing the unauthorized transactions Screenshots and/or records of the Truist fraud text message The XXXX notification showing the suspicious withdrawal I explained to Truist that : The card had been entrusted to a sales representative only for limited, specific business expenses ( lead generation and marketing ). \nI did not authorize gambling transactions, personal expenses, or large withdrawals for any non-business purposes. \nI had no knowledge of these unauthorized transactions until I received the alerts and reviewed my statements. \n\nTruists Response Truist informed me that because this is a business account, they would only consider reimbursement for transactions within a 30-day window prior to my dispute or discovery. I was told that they would not reimburse the full amount of the unauthorized activity, despite the following : I reported the fraud immediately upon discovering it.\n\nThe pattern of transactions ( XXXX  etc. ) is clearly inconsistent with the stated business use of the account. \nThe person using the card exceeded the scope of any permission I gave and used the card in a deceptive and unauthorized way. \nIn effect, Truist has taken the position that I am only eligible to recover a small portion of the ~ {$42000.00} in unauthorized charges because of an internal 30-day limitation, even though I did not and realistically could not discover the unauthorized pattern earlier given how the account was used and the nature of the charges.\n\nFrom my perspective, Truist : Failed to adequately protect my account from clearly abnormal and high-risk activity ( e.g., large and repeated transactions to an online gambling site ), and Is now refusing to make me whole, even though I acted promptly once I became aware of the fraud.\n\nHarm Suffered As a small business owner, this has caused severe financial harm : Approximately {$42000.00} was removed from my Truist account due to unauthorized activity. \nThe loss has significantly affected my business cash flow and my ability to pay for legitimate business expenses. \nI have invested substantial time and effort trying to work with Truists fraud and claims departments without a satisfactory resolution. \n\nWhat I Am Requesting I respectfully request that the Consumer Financial Protection Bureau : Investigate Truist Banks handling of my fraud claim, including : Their decision to limit reimbursement to only 30 days of unauthorized transactions despite prompt reporting upon discovery. \nWhether their policies and practices for business debit card fraud resolution are fair and compliant with applicable laws and regulations. \nRequire Truist to reimburse all unauthorized transactions related to : XXXX and other gambling or non-business merchants XXXX withdrawals and other non-authorized transfers not related to my agreed-upon business purposes Ensure that any related negative impacts ( fees, account status, internal records, etc. ) are corrected. \nI am prepared to provide : Copies of my bank statements highlighting the unauthorized transactions Any fraud alert messages from Truist The XXXX notification regarding the {$2000.00} withdrawal Any additional documentation CFPB or Truist may require to support this complaint Thank you for your attention to this matter. I am asking for assistance because I believe I have been the victim of a serious fraud, and Truist has not adequately protected me or fully addressed the loss. \n\nXXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-01-23T01:53:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"22153","tags":null,"has_narrative":true,"complaint_id":"18942686","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2025-11-30T03:55:55.000Z","state":"VA","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":["Proposed CFPB <em>Complaint</em> <em>Narrative</em> ( from the perspective of <em>XXXX</em> <em>XXXX</em> ) My name is <em>XXXX</em> <em>XXXX</em>. I am filing this <em>complaint</em> against Truist Bank regarding unauthorized debit card transactions on my Truist business checking account and Truists refusal to fully reimburse clearly <em>fraudulent</em> activity."]},"sort":[11.296575,"18942686"]},{"_index":"complaint-public-v1","_id":"6877902","_score":10.198174,"_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":["<em>charges</em> <em>XXXX</em> made against the Rittingers were at best made in error and at worst were <em>fraudulent</em> in nature."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[10.198174,"6877902"]},{"_index":"complaint-public-v1","_id":"3269641","_score":10.13077,"_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":["Please help me adjust this <em>charge</em>. \n\n5 ) <em>XX/XX</em>/19 After I provided the paperwork that the customer <em>service</em> representative asked me to provide them USAA closed my <em>complaint</em> without any investigation. <em>XXXX</em>, 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."],"company":["UNITED <em>SERVICES</em> AUTOMOBILE ASSOCIATION"],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[10.13077,"3269641"]},{"_index":"complaint-public-v1","_id":"18078721","_score":10.051554,"_source":{"product":"Checking or savings account","complaint_what_happened":"# # COMPLAINT FORM - COMPLETE ANSWERS # # # * * Question 1 : Have you already tried to fix this problem with the company? * * * * Answer : YES * * * * Detailed Response to Include : * * \" Yes, I have attempted multiple remedies with both Chime and XXXX XXXX : * * Attempts with XXXX XXXX ( The Merchant ) : * * - Contacted XXXX XXXX support team regarding unauthorized duplicate accounts - Received official response ( XX/XX/year> ) confirming account verification rejection and permanent account lock - Requested refunds for fraudulent charges - No satisfactory resolution provided by merchant * * Attempts with Chime ( The Financial Institution ) : * * - Filed initial dispute in XX/XX/year> - Chime DENIED the dispute on XX/XX/year> - Immediately re-filed with complete documentation as Dispute # XXXX on XX/XX/year> - Currently in active investigation ( status : In Progress ) - Uploaded XXXX files of supporting documentation The merchant has not provided refunds, and Chime 's initial response was denial. I am now in the rebuttal and appeal process with Chime. '' * * * # # # * * Question 2 : Did you request information from the company? * * * * Answer : YES * * * * Detailed Response to Include : * * \" Yes, I specifically requested the following information from both XXXX XXXX and Chime : * * From XXXX XXXX ( Merchant ) : * * 1. Proof of account verification completed with legal identification 2. Explanation of how duplicate accounts were created under my name 3. Authorization documentation for each disputed transaction 4. Reason for permanent account lock 5. Refund for all unauthorized charges * * From Chime ( Financial Institution ) : * * 1. Explanation of why the original dispute was denied 2. Full documentation of their investigation 3. Reconsideration of the denial with new evidence 4. Status of current dispute # XXXX XXXX. Timeline for dispute resolution * * Documentation Received : * * - XXXX XXXX  provided an official support email ( XX/XX/year> ) confirming account issues but did NOT provide refunds or satisfactory resolution - Chime has not yet provided a written explanation of their original denial, though they have acknowledged the new dispute and are investigating '' * * * # # # * * Question 3 : What information did you request? ( Optional ) * * * * Answer ( Detailed List ) : * * \" I specifically requested the following categories of information : * * Account Verification & Compliance Information : * * - Proof that legal identification verification was completed before any charges were processed - Account verification status and dates - Identity verification compliance documentation ( KYC records ) - Account creation and activation records- Verification method and completion proof * * Fraudulent Activity Investigation : * * - Investigation of how duplicate accounts were created under my name - Security assessment of account compromise - Timeline of when duplicate accounts were discovered - Account creation IP addresses and timestamps- How unauthorized duplicate accounts were allowed to operate * * Transaction Authorization Documentation : * * - Written authorization for each of the XXXX  disputed transactions - Digital signatures or explicit customer consent records- Proof that customer explicitly authorized each charge - Terms and Conditions acceptance verification - Payment authorization records * * Account Restriction & Lock Details : * * - Reason for permanent account lock - Date decision to lock accounts was made - Retroactive review of account status at time each charge was processed - Policy violations documented - Terms and Conditions violations detailed * * Refund & Remediation : * * - Full refund for all fraudulent charges - Refund processing timeline - Account cleanup ( duplicate account removal ) - Compensation for fraudulent activity - Prevention measures to stop future unauthorized charges * * Regulatory Compliance : * * - Merchant account verification policies and procedures - Duplicate account prevention protocols- Payment processing compliance documentation - Chargeback and reversal procedures- Dispute investigation procedures followed '' * * * # # # * * Question 4 : Did the company provide this information? * * * * Answer : NO * * ( Select the \" NO '' option ) * * Detailed Response to Include : * * \" No, the company did NOT provide the information necessary to resolve this dispute.\n\n* * What XXXX XXXX DID Provide : * * - Official support email ( XX/XX/year> ) confirming : - Account verification was REJECTED - Multiple duplicate accounts were discovered- All accounts were PERMANENTLY LOCKED - Terms violations occurred * * What XXXX  XXXX  DID NOT Provide : * * - Proof of account verification ( they admit verification was rejected ) - Authorization documents for any transaction - Explanation of how duplicate accounts were created - Refund or compensation for fraudulent charges - Security investigation or account compromise report - Any satisfactory resolution * * What Chime DID Provide : * * - Dispute case number ( # XXXX ) - Request for additional documentation - Status update ( Agent investigating ) * * What Chime DID NOT Provide : * * - Written explanation of original denial ( XX/XX/year> ) - Written investigation findings- Provisional credit ( {$1200.00} ) - Resolution or refund ( case still in progress ) - Detailed response to appeals * * Critical Finding : * * Fortune Coins provided information that VALIDATES my fraud claim but did NOT provide refunds or resolution. In fact, their support email PROVES the charges were fraudulentthey admitted : 1. Account verification was REJECTED 2. Duplicate FRAUDULENT accounts existed 3. ALL accounts were PERMANENTLY LOCKED * * Yet despite this admission of fraud from the merchant, neither XXXX XXXX nor Chime has provided the critical information needed for resolution : A REFUND. * * * * Conclusion : * * The companies have not provided satisfactory information or resolution. The information they DID provide actually proves my fraud claim. Therefore, I am escalating to the CFPB for investigation and enforcement. '' * * * # # COMPLETE SUMMARY TABLE | Question | Answer | Status | | -- -- -- -- -- | -- -- -- -- | -- -- -- -- | | Tried to fix with company? | * * YES * * | Contacted both XXXX XXXX  and Chime multiple times | | Requested information? | * * YES * * | Specific, documented requests for verification and authorization | | What information requested? | * See detailed list * | Account verification, transaction authorization, refund details | | Company provide info? | * * NO * * | They provided admissions of fraud but NOT resolution | * * * # # STATEMENT TO INCLUDE WITH CFPB SUBMISSION * * '' Although both XXXX XXXX and Chime have provided limited information confirming the fraudulent nature of my accounts, neither company has provided the essential information required for resolution : proof of transaction authorization, account verification documentation, or a refund of fraudulent charges. * * * * In fact, XXXX XXXX ' own support email proves that : * * - Account verification was REJECTED - Multiple duplicate accounts were fraudulently created- ALL accounts were PERMANENTLY LOCKED * * Despite this clear evidence of fraud provided by the merchant themselves, I have received : * * - NO refunds from XXXX  XXXX  - NO satisfactory resolution from either company - NO adequate explanation of Chime 's original dispute denial * * I have attempted every reasonable remediation with both companies. Both have failed to provide adequate information or resolution. Therefore, I am escalating to the CFPB for investigation. * * '' * * * # # CRITICAL POINTS FOR CFPB These answers establish : * * I made good-faith efforts * * to resolve with the companies * * I specifically requested essential information * * they should have provided * * The companies failed to provide adequate information or resolution * * * * The merchant 's own communications prove fraud * * * * I have exhausted all reasonable remedies * * * * Escalation to CFPB is justified and necessary * * This positions your complaint perfectly for CFPB investigation and enforcement action against Chime for : - Improper dispute denial - Failure to investigate adequately - Violation of Regulation E And against XXXX XXXX  for : - Fraudulent merchant practices - Account verification failures - Unauthorized duplicate account creation More information # CFPB COMPLAINT : Chime Dispute # XXXX # # Consumer Financial Protection Bureau Complaint Form -- - # # COMPLAINT INFORMATION * * Filing Date : * * XX/XX/year> * * Your Name : * * XXXX XXXX * * Your Email : * * XXXX * * Complaint Type : * * Billing disputes and problems * * Sub-Category : * * Dispute over a bill or service I didn't authorize -- - # # COMPANY INFORMATION * * Primary Company : * * Chime ( XXXX XXXX XXXX XXXXXXXX XXXX / XXXX XXXX, XXXX. ) * * Company Address : * * XXXX XXXX XXXX, XXXX XXXX, CA XXXX * * Secondary Company Involved : * * XXXX XXXX  ( XXXX  ) * * Issue Date ( s ) : * * XX/XX/XXXX XX/XX/year> * * Dispute Case Number : * * # XXXX -- - # # DETAILED COMPLAINT NARRATIVE * * What happened : * * I submitted a formal dispute to Chime ( Dispute # XXXX ) on XX/XX/year>, for unauthorized charges totaling {$1200.00} USD from XXXX XXXX ( XXXX ). This dispute involves XXXX transactions processed between XX/XX/XXXX and XX/XX/year>. \n\n* * Why these charges are fraudulent and unauthorized : * * On XX/XX/year>, XXXX XXXX ' support team sent me an official email stating : \" Upon reviewing your account, we discovered numerous duplicate accounts under your name. We regret to inform you that we will no longer continue the account verification. We will now reject your account verification application. All accounts under your name have been permanently locked. '' This email proves : 1. My accounts were never legitimately verified with proper legal identification 2. Duplicate/fraudulent accounts existed under my name without my authorization 3. All accounts were permanently locked by the merchant 4. Therefore, all transactions processed on these unverified and later-locked accounts are fraudulent and unauthorized * * Pattern of merchant fraud : * * I have also successfully disputed charges from the same merchant ( XXXX XXXX ) through XXXX. Multiple XXXX disputes were closed in my favor, demonstrating a pattern of problematic practices by XXXX XXXX. The charges I am now disputing with Chime represent the same pattern : charges processed on unverified or compromised accounts. \n\n* * Evidence provided to Chime : * * I submitted XXXX files of documentation to Chime, including : - XXXX XXXX  ' official support email confirming account lock and verification rejection - All transaction confirmation emails from XXXX XXXX- XXXX dispute screenshots showing prior successful disputes against XXXX XXXX- Complete transaction history with dates, amounts, and transaction IDs- Bank records showing all charges * * Why this matters : * * Chime is responsible for handling this dispute fairly and thoroughly. The merchant 's own email proves these accounts were unverified and compromised. Chime should reverse all charges on these accounts, as they were processed on invalid accounts that the merchant itself has confirmed were never properly verified. \n-- - # # SPECIFIC COMPLAINT ISSUES * * Complaint Issue 1 : Failure to Investigate Authorized Disputed Charges * * * * Details : * * Chime received my dispute for unauthorized charges but has not yet resolved them ( case still marked \" In progress '' as of XX/XX/year> ). The evidence clearly shows these charges should be reversed immediately, as XXXX XXXX ' own email proves the accounts were unverified and later permanently locked. \n-- - * * Complaint Issue 2 : Merchant Account Verification Failure * * * * Details : * * XXXX XXXX allowed charges on accounts that were never properly verified with legal identification. When I requested refunds, their support team confirmed accounts were unverified and locked. Chime should hold XXXX XXXX  accountable for processing charges on unverified accounts. \n-- - * * Complaint Issue 3 : Pattern of Merchant Fraud Not Addressed * * * * Details : * * I have successfully disputed charges from XXXX XXXX through XXXX multiple times. Chime should be aware that this merchant has a documented history of fraudulent transactions across multiple payment platforms. My current dispute is part of this ongoing pattern. \n-- - # # REQUESTED RELIEF/RESOLUTION 1. * * Immediate reversal of all disputed charges : * * {$1200.00} USD 2. * * Full refund to my Chime account * * for all XXXX XXXX transactions 3. * * Chime should terminate its relationship with XXXX XXXX * * as a merchant due to pattern of fraudulent transactions 4. * * Investigation into whether XXXX XXXX violated payment processing agreements * * regarding account verification requirements 5. * * Chime should flag XXXX XXXX in their merchant database * * as a high-risk merchant with documented fraud history -- - # # TRANSACTION DETAILS | Date | Merchant | Amount | Transaction ID | Status | | -- -- -- | -- -- -- -- -- | -- -- -- -- | -- -- -- -- -- -- -- -- -| -- -- -- -- | | XX/XX/year> | XXXX | {$140.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$190.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$290.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$190.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$1.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$7.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$4.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX  | {$1.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$290.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$74.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$290.00} | XXXX | Disputed | * * Total Disputed Amount : {$1200.00} USD * * -- - # # KEY EVIDENCE SUPPORTING COMPLAINT # # # Evidence 1 : XXXX XXXX Support Email ( Critical ) * * Date : * * XX/XX/year>, XXXX PM * * From : * * XXXX * * Subject : * * Account Verification Status * * Full Email Content : * * \" Hi XXXX, Upon reviewing your account, we discovered numerous duplicate accounts under your name. We regret to inform you that we will no longer continue the account verification. \n\nWe will now reject your account verification application. All accounts under your name have been permanently locked. \n\nWhen you created an account on XXXX XXXX, you explicitly agreed to our Terms and Conditions. [ Link to T & Cs ] Please take note of the following section : - A check can only be issued to an open and operative Account, Operating one or opening duplicate Accounts may lead to the censure of all of your Accounts and render you ineligible.\n\nIf, however, please be aware that if you misuse your access in the future, they will also be banned. \n\nKind Regards, XXXX Customer Support Representative Get answers XXXX '' * * Why this is critical : * * This email proves XXXX XXXX : 1. Confirmed unverified accounts 2. Discovered duplicate/fraudulent accounts under my name 3. Rejected account verification 4. Permanently locked ALL accounts under my name 5. Admitted I should not have been able to operate multiple accounts This email alone proves all transactions were unauthorized and should be reversed. \n\n-- - # # # Evidence XXXX : XXXX Dispute Confirmations * * Multiple successful disputes closed in your favor against XXXX XXXX : * * - XXXX - {$190.00} USD ( Case Closed ) - XXXX - {$140.00} USD ( Case Closed ) - XXXX - {$290.00} USD ( Case Closed ) * * Why this matters : * * This demonstrates a pattern of XXXX XXXX processing fraudulent or unauthorized charges. XXXX has already determined similar charges were invalid, yet Chime has allowed the same merchant to continue charging the same account. \n\n-- - # # # Evidence 3 : Multiple Transaction Confirmations All transactions show XXXX XXXX  processed charges successfully on accounts that were later confirmed to be unverified and fraudulent. The confirmations themselves prove the merchant accepted charges knowing verification procedures were incomplete. \n\n-- - # # MERCHANT RESPONSE ANTICIPATED XXXX XXXX will likely claim : - \" Digital goods were delivered '' - \" Customer authorized the purchases '' - \" We don't require verification for virtual currency '' * * Why these arguments fail : * * - Their own support email proves accounts were unverified and locked - Unverified accounts = unauthorized charges - Their own terms state operating duplicate accounts violates their policy - XXXX has already ruled against them on similar charges - Chime holds merchants responsible for verification failures -- - # # PREVIOUS CONTACT WITH COMPANIES * * Chime Contact : * * - Submitted formal dispute : XX/XX/year> - Dispute Case # XXXX - Status : In progress / Agent investigating - Uploaded XXXX files of documentation * * XXXX XXXX Contact : * * - Received their support email confirming account lock : XX/XX/year> - No response to subsequent inquiries about refunds - Merchant has not addressed the fraudulent account issue -- - # # COMPLAINT AGAINST * * Primary : * * Chime ( and associated banks : The XXXX XXXX  XXXX XXXX. / XXXX XXXX, XXXX. ) * * Secondary : * * XXXX XXXX ( XXXX )- for fraudulent transaction processing -- - # # WHY I'M FILING THIS COMPLAINT I am filing this CFPB complaint because : 1. * * Chime is not moving quickly enough * * to resolve obvious fraud ( case marked \" In progress '' as of XX/XX/year> ) 2. * * The evidence is overwhelming and undisputed * * XXXX XXXX  ' own email proves the fraud 3. * * Pattern recognition failure * * Chime should be aware XXXX XXXX has prior XXXX disputes, yet allowed continued transactions 4. * * Consumer protection failure * * A major issue with Chime 's dispute process is that it allows merchants to continue processing charges on flagged accounts 5. * * Accountability requirement * * Chime needs to understand this merchant represents ongoing fraud risk to their customers -- - # # SUPPORTING DOCUMENTS Please attach to this CFPB complaint : 1. * * XXXX XXXXs Support Email * * ( XX/XX/year> ) MOST CRITICAL 2. * * Chime Dispute Confirmation * * showing case # XXXX XXXX. * * XXXX Dispute Screenshots * * showing successful prior disputes XXXX. * * All transaction confirmations * * from XXXX XXXX 5. * * Bank statements * * showing the charges 6. * * Screenshots of the XXXX files uploaded * * to Chime 's dispute portal -- - # # AUTHORITY & LEGAL BASIS * * Regulations violated : * * - Regulation E ( Electronic Fund Transfers ) 12 CFR 1005 - Regulation Z ( Truth in Lending ) 12 CFR 1026 - Dodd-Frank Wall Street Reform Act Consumer Financial Protection Bureau jurisdiction - Payment Card Network Rules ( XXXX  ) regarding merchant account verification * * Merchant violation : * * - XXXX XXXX violated Payment Card Association rules by processing transactions on unverified accounts - XXXX XXXX violated their own Terms and Conditions * * Bank responsibility : * * - Chime ( and underlying banks ) must properly investigate and resolve unauthorized transaction disputes - Chime is responsible for ensuring merchants comply with verification requirements -- - # # TIMELINE OF EVENTS - * * XX/XX/XXXX XX/XX/year> : * * Fraudulent charges processed on unverified XXXX XXXX accounts - XXXX XXXX XX/XX/year> : * * XXXX XXXX  support confirms accounts unverified and permanently locked - * * XX/XX/year> : * * Original dispute with Chime denied ( based on dispute list screenshot ) - * * XX/XX/year> : * * Filed new dispute # XXXX with Chime - * * XX/XX/year>, XXXX XXXX  : * * Chime requested additional documentation - * * XX/XX/year>, XXXX XXXX  : * * Filing this CFPB complaint -- - # # CONSUMER CONTACT INFORMATION * * Name : * * XXXX XXXX * * Email : XXXX XXXX XXXX * * Account Number : * * ( Your Chime account number mask last 4 digits if preferred : XXXX XXXX XXXX XXXX XXXX ) * * Dispute Case Number : * * # XXXX -- - # # STATEMENT OF TRUTH I certify that the information provided in this complaint is true and accurate to the best of my knowledge. I am the account holder named above and have personally reviewed all evidence supporting this complaint. I am filing this complaint in good faith to protect myself and other consumers from XXXX XXXX ' fraudulent practices. \n\n* * Signature : * * XXXX XXXX * * Date : * * XX/XX/year> XXXX","date_sent_to_company":"2025-12-16T17:22:01.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"463XX","tags":null,"has_narrative":true,"complaint_id":"18078721","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-12-16T16:52:31.000Z","state":"IN","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["# # <em>COMPLAINT</em> FORM - COMPLETE ANSWERS # # # * * Question 1 : Have you already <em>tried</em> to fix this problem with the company?"]},"sort":[10.051554,"18078721"]},{"_index":"complaint-public-v1","_id":"22083328","_score":10.037888,"_source":{"product":"Mortgage","complaint_what_happened":"The company ( Wells Fargo ) responses are total XXXX!! They are not addressing the issues of their mismanagement of my account. There are 2 significant errors that lead to this entire situation and they are 100 % rsponsible for those errors, MISAPPROPRIATION OF MY PROPERLY SUBMITTED P & I FUNDS and A FRAUDULENTLY SUBMITTED COURT FILING.\n\n1 ) They redirected one of the payments I made for the monthly P & I to a third party company who had no business or rights to receive those funds. This created a situation where every payment I made after that transaction was \" late '' and they charged me late fees for it for 3 years, while I disputed the transaction. That payment was NOT DUE to the 3rd party becasue they did NOT OWN the property during this time and my funds were illegally sent to them. Wells Fargo redirected my timely payment from XX/XX/XXXX. The payment was alledgedly owed for XX/XX/XXXX, but the 3rd party transferred ownership to Wells Fargo on XX/XX/XXXX, so they clearly did not own the property nor have any right to any sort of payment. There is a purchase contract that proves this as well as Wells Fargo 's Billing statement from XX/XX/XXXX that also confirms the ownership transfer. Wells Fargo misappropriated my properly submitted P & I funds to a Non-Associated 3rd party wihich, in my humble opinion, is THEFT.\n\n2 ) Wells Fargo began charging me for a FORCED Home Owners Insurance Policy in XX/XX/XXXX. This was 100 % UNNECESSARY, as I had full and complete coverage with XXXX XXXX XXXX XXXX for 100 % of the time in question. I proved this to Wells Fargo with the assistance of XXXX XXXX and there is NO DOUBT that I was properly insured for the time period in question. I have emails from Wells Fargo CONFIRMING my XXXX XXXX insurance, but Wells Fargo inappropriately used this false billing to \" manufacture '' some sort of billing shortage, as they took my monthly P & I payments, which I made 100 % ON TIME, and paid this bogus and totally unnecessary forced insurance policy premiums for 9 months.\n\nThese 2 noted factors are 100 % accurate and easily provable using Wells Fargo 's own billing statements. I have pointed this out to them numerous times and they refuse to acknowledge the truth. Their Office of Executive Management, who is reviewing all this, is either corruprt or just plain stupid. Anyone with 1 oz. of common sense can see that they are 100 % wrong in these 2 key issues.\n\n3 ) This is probably the most aggregious action that Wells Fargo has taken. They used these 2 totally false scenarios, noted above, to file a FALSE FORECLOSURE on my property. The \" evidence '' they have submitted to the 53rd District Court for this foreclosure is 100 % false and a complete and total fabrication of the actual facts. THIS IS A FRAUDULENT LAWSUIT/FORECLOSURE!!\n\nThey have blocked me from making payments during this process and created an actual arears situation, which I have tried to resolve with their Home Preservation team, but they are extremely uncooperative. \nI am a 100 % XXXX Veteran and I swear on my Oath that these are the TRUE facts, 100 %, and I will not be bullied by Wells Fargo when they are in the wrong. Their Executive Office is not investigating anything and they refuse to acknowledge their significant error in this matter. They are submitting a bunch of mumbo jumbo XXXX as evidence, that they are correct and they are clouding the actual REAL issues in this matter.\n\nWells Fargo is making a MOCKERY of this whole appeals process and they are not participating in good faith to resolve these issues, which could easily be fixed.\n\nThey are 100 % at fault and have filed fraudulent court documents!! They are basically trying to steal my home or force me into a situation where I owe them a significantly increased amount of money. The loan in question was a simple HELOC loan with the noted 3rd party vendor. They did purchase this loan and I believe the reason they are pursuing all this made up XXXX is becasue the rate on the original note in question is only 2.61 %. They are losing money on this loan and they are trying to change that with these activities. I have a letter from their Home Preservation Dept which basically confirms/indicates that the 2.61 % rate is a problem.\n\nI WILL NOT QUIT FIGHTING WELLS FARGO BECAUSE THEY ARE 100 % WRONG and I WILL NOT BE A VICTIM!!\n\nSupport info Wells Fargo continues to refuse to provide useful and accurate responses to the new problems I have noted in my CFPB complaints. They are simply replying with the same inaaccurate information they have submitted previously. They have not personally contatced me in over 120 days and are not accurately addressing my concerns or working to resolve the numerous issues I have noted in my complaint ( s ).\n\nThe situation with their inaccuracies during the payment and insurance/escrow process are fixable, if they would simply acknowledge their errors and correct them. This has gone on for over a year and could have been resolved in the first 60 days ( XX/XX/XXXX ) if they would fix the problems they caused. I have noted that thier own billing documents 100 % fully support my claims of inproprities in their billing and escrow process. They accepted, then misapplied 10 of my P & I payments and manufactured a scenario where I appeared to be deficient in my payments, but that is 100 % inaccurate. They used my P & I payments for other than standard or necessary activities. If they correct the 2 main issues regarding my payments, this whole issue could be resolved. They refuse to even acknowledge any responsibility. The responsibility falls squarely on them. I made 100 % of my P & I payments and they misapplied these payments and this is NOT disputable!! I have submitted the prove to them previously. They need to fix that.\n\nAs a result of their noncompliance with my requests for repair, I am now filing a Motion to Dismiss their fraudulent Foreclose lawsuit. I will use thier own documents to prove to the court that their lawsuit is false, based on the misrepresentation/distortion of the facts. I will also file a counter lawsuit for repair of the damages I have incurred as a result of their inappropriate actions. They have 14 days from me filing this complaint ( XX/XX/XXXX ) with CFPB to actually reach out to me and in good faith work to resolve the issues they have created in this fiasco. I am a 100 % XXXX Veteran with XXXX years of service to my country and I have rights and deserve to be treated properly by Wells Fargo XXXX in a fair and just manner. They have refused/ignored my requests for resolution to this matter for months and I will tolerate it no longer. My motion to dismiss based on fraudulent information/documentation will be filed XXXX XX/XX/XXXX. \n\nWells Fargo is not addressing or properly responding to the issues I am raising. They continue to resubmit the same response and info that is false and not approriate or accurate to the issues I am raising. Nothing can be resolved if Wells Fargo will not properly address their errors and work to resolve them. To date, they are simply repeating the same inaccurate lies. I will not go away until they work to address and resolve the 100 % accurate issues i am presenting. They have lied on multiple issues and committed fraud by submitting a false petition to the court in regard to the foreclosure lawsuit. \nMy points are 100 % accurate and Wells Fargo continues to ignore them. I NEVER missed a payment and they used my P & I payments for nofarious purposes. \n\nWells Fargo continues to fail to properly respond to my legitimate complaint about their conflict resolution process. I have asked for the complaint to be escalated and reviewed by their legal department and I have requested information from phone calls that has yet to be provided. They have not properly responded to any of this. They are blatantly trying to abuse this process and are failing to address their inappropriate actions, which I have documented with significant proof ( ACTUAL BILLING STATEMENTS ). I will continue to file complaints until they actually respond, in detail, to the information provded in this complaint. They are not above the law, but they are certainly acting like they are and it is disgusting. Wells Fargo STOLE my P & I payments and used them for inappropriate purposes other than payments and then created a false narrative in order to file a Ficticious Foreclosure Lawsuit. They have provided all sorts of nonsensical information that does not apply to my complaint, of which the details ar enoted below. Wells Fargo is refusing to acknowledge their accountability in the issues I have presented. They have lied and created false scenarios that do not address my complaint. They filed a foreclosure lawsuit against me using false data, false numbers and created a scenario that looked like I was at fault or some sort of dead beat, but it is all lies. Now they are dodging any sort of real response by repeating the same lies. They are creating a paperwork smoke screen that is designed to direct attention away from their fraudulent activities and the filing of a Foreclosure lawsuit based on false data and these lies. The CFPB is not holding them accountable and they are simply lying to get out of doing the right thing. I will continue to file complaints until they actually acknowledge what occurred and correct their mistakes. I have proven that they misappropriated funds that I sent to them and used them for inappropriate activities on my account. They charged me for services that I did not need and then did not refund the money and claimed that I was in default. This is absolutely false and thier own documents, billing statements, prove that I am 100 % correct and they continue to hide the truth by dragging in non-sensical issues like XXXX XXXX. This was a simple HELOC that they bought from a 3rd party and not a government supported mortgage. Never was, but they are trying to say it is and ignoring the facts of what they have done to this 100 % XXXX Veteran after I served my country for 30 years.. I have asked them to escalate this to a higher authority and they claim to have no higher authority than these mindless robots who just keep repeating the same lies. I can and have proven, using thier own billing documents, that they misappropriated funds that I sent in to pay the P & I on my loan. I never missed a payment, they simply rerouted my payments to false \" entities '' and then wanted more money from me. Regardless, they mis-used funds that I sent to them and created a false deficit and are hiding behind a bunch of data that does not even apply to the situation I want addressed. I would like to hear from their Legal Department and see what they have to say about the mis-appropriation of my funds and the lies the Executive Office is putting forth. The bottom line is that I sent in 100 % of my payments. They used those payments for other that approriate activities. I had Home Owners insurance 100 % of my time with them and I, along with XXXX XXXX, have proven this.They took my P & I payments to pay some outrageous totally unnecessary insurance policy claiming that I had no insurance at all. They have most certainly broken the law, in my opinion, with some of this fund redistribution activity and filing a Lawsuit using this false data. I made 100 % of my P & I payments and that is indisputable and easily provable. They have recorded customer service phone calls that I made to them, that back up my allegations and they won't acknowledge or provide the call data. They lied to a District Court to get a Foreclosure Lawsuit filed against me and used false \" evidence '' to make it appear that I was in the rears, I was NOT!! I will continue to file CFPB complaints against them until I get some resolution in this matter and I am notifying XXXX XXXX about their illegal activities toward a Highly Decorated 100 % XXXX Veteran of the XXXX XXXX. I want a response from their Legal Department in regard to their activites, including filing a Fraudulent Lawsuit in District Court. I can prove my points to be 100 % accurate using their own billing statements and I can prove they are lying. Wells Fargo is corrupt, in my opinion and experience, and they have been in trouble with the government and legal authorites many times prior to his instance. They pay fines and then go right back to thier past activites. It's time for it to stop!!","date_sent_to_company":"2026-05-11T18:26:47.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"786XX","tags":"Servicemember","has_narrative":true,"complaint_id":"22083328","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-05-11T18:19:13.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["They have 14 days from me filing this <em>complaint</em> ( XX/XX/<em>XXXX</em> ) with CFPB to actually reach out to me and in good faith work to resolve the issues they have created in this fiasco. I am a 100 % <em>XXXX</em> Veteran with <em>XXXX</em> years of <em>service</em> to my country and I have rights and deserve to be treated properly by Wells Fargo <em>XXXX</em> in a fair and just manner. They have refused/ignored my requests for resolution to this matter for months and I will tolerate it no longer."]},"sort":[10.037888,"22083328"]},{"_index":"complaint-public-v1","_id":"7460413","_score":8.570692,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX Narrative describing Identity Theft of my XXXX XXXX XXXXXXXX checking account and compromising of my Credit Karma Debit Card personal information. XXXX My personal information on my Credit Karma account has been compromised since XX/XX/XXXX. I have been trying to resolve this issue with Credit Karma ever since I discovered it on XX/XX/XXXX XXXX. During this time Credit Karma has demonstrated without any question that they are incapable of correcting this issue. Their response has been inept, untimely, and numerous mistakes have been made by Credit Karma. I have been in direct contact with the XXXX XXXX XXXXXXXX Fraud department since XX/XX/XXXX and they have been professional, competent, and solved the issue from their end immediately upon notification from me. I have had similar excellent experiences with the XXXX XXXX fraud department. Credit Karmas inept and unprofessional response to this issue is beyond comprehension. Credit Karmas customers do not have the ability to speak with their fraud department which they refer to as the specialty department. Credit Karmas customer service agents are not permitted to allow me to speak with their fraud department. They only take information and escalate it to the specialty department who has never responded to me in a competent or timely manner. When one follows up with their customer service agents, they have no clue what steps the Fraud department has taken. It is abundantly clear that Credit Karma does not have the security protocols in place or the staffing necessary to prevent or at least minimize identity theft of their customers. I have tried to permanently close this account with Credit Karma on at least 2 occasions but I was told that the account could not be closed as it was under review. Finally, as of last week, my account has been locked by Credit Karma. Since then I have not received an relevant information from Credit Karma regarding this issue with the exception of the email I received on Thursday, XX/XX/XXXX that was sent by CK indicating that their email was sent in error. A copy of the email is below. Be Below is a narrative description of this issue that I have compiled to the best of my ability. \nOn XX/XX/XXXX an unknown individual ( fraudster ) transferred {$2000.00} from XXXX XXXX XXXX XXXXXXXX ( XXXX ) checking account ending in XXXX to my Credit Karma Save account ending in XXXX. Five days later on XX/XX/XXXX he transferred the {$2000.00} from my Credit Karma Save account to my Credit Karma spend account ending in XXXX. The spend account was linked to my original Credit Karma Debit card ending in XXXX. He made the transfer by accessing my account online and using some of my personal information such as SS number, email address, and date of birth and requesting this transfer. I do not know if he had my bank information, but he may not have needed it to make the transfer since my XXXX checking account was already linked to my Credit Karma account. This was done by me when I first set up my Credit Karma account so that I could put funds into my Credit Karma account from my XXXX account. It is important to note that I never lost the possession of my Credit Karma debit card. I had it in my possession the entire time. \nI noticed this transfer on XX/XX/XXXX and reported it to my bank and to Credit Karma. I instructed my bank put a stop to all future transfers to Credit Karma. However, I mistakenly reported this unauthorized transfer as {$2000.00} instead of the correct amount of {$2000.00}. As a result, my bank contacted me about 2-3 weeks later saying that they could not locate a transfer of {$2000.00} and closed the case. Yet I did not realize that the bank closed the case because they contacted me via the message center on their XXXX  website. I did not see that message as I was expecting an email with the results of their investigation. For well over a month after I reported this to both XXXX and Credit Karma, I received no relevant information from Credit Karma regarding this case ( case # XXXX ) other that they kept informing me that my account was under review. Each time I called I was told that my case has been escalated to the speciality department. I later learned that their specialty department was their fraud department. It was made abundantly clear that the customer service department that I spoke to numerous times is not at all coordinated with the specialty or fraud department as I was getting conflicting information. I was never able to speak with someone from the fraud department directly as they would only email me days later. During this time I could not access my Credit Karma account online to check activity to see all these fraudulent charges because the fraudster changed my phone number associated with my Credit Karma account. The only way to see your account activity is for Credit Karma to send you a verification code via a text message which you then must input on the website. The verification code was constantly being sent to a phone number that was not mine as it was changed by the fraudster. \nDuring this time Credit Karma sent me a new debit card, even though I still had the original one. However, I was told that I could not activate the card because my account was still under review.\n\nI have had repeated calls to Credit Karma, too numerous to mention here, but 2 calls are significant. In late XXXX or early XXXX I called Credit Karma regarding the wrong phone # issue. I provided them with my personal information, by sending them a pic of my drivers license next to my face. At this point they were able to change my phone # to the correct one. However, shortly thereafter the fraudster used my information to change the phone back to a different one and again I could no longer access my account information. \nI called Credit Karma once again and this time they asked my to provide a copy of my Social Security card as well as my drivers license. I did so and my personal information was briefly correct on the Credit Karna account until the fraudster changed my personal info again. \nEvidently, the fraudster was able to change my information by using the Chat feature on the Credit Karma website. Evidently, CK Chat never asked him/her for a passcode or security question to verify that he was me. Each tome I called Credit Karma to attempt to address this, I was given a new and different case #. \nI am a member of XXXX, an XXXX XXXX XXXX. So on XX/XX/XXXX I contacted XXXX to assist me because I was getting nowhere with Credit Karma. On XX/XX/XXXX, we had a 3-way call between myself, XXXX and Credit Karma . It was during that call that we discovered that many, many additional charges were made using my Credit Karma account, but this time he was charging by using a digital debit card. We filed a new claim with Credit Karma ( case # XXXX ) to include the original {$2000.00} transfer and all the other charges on my Credit Karma account totaling {$4300.00} case # XXXX. At this time We also requested that this account be locked, but the representative told us in order to do that it to be escalated to the escalation team. Later that same day I received an email ( to my gmail account ) from CK alerting me that my account was in fact locked. However, on XXXX, XX/XX/XXXX I received an email from CK that says Good News a deposit of {$4000.00} was initiated to my CK Spend account and withdrawn from my XXXX acct ending in XXXX. How is this possible if my account was locked? \nOn XXXX at XXXX am I received an email from CK saying that my case was closed because that contacted me several days ago and that they have not heard back from me. However. They sent that email to the wrong email address sending it to my secondary email address not my primary which is the one I have always had with CK. On that same day on XXXX, myself and my representative from XXXX spoke to a CK customer service agent to try to get a resolution of this issue and to get a status update. The agent was initially trying to be helpful but upon gettig pertinent questions form the XXXX representative, the CK agent abruptly ended the call. \nFurthermore, on or about XX/XX/XXXX, I received an email from Credit Karma that a new digital Debit card has been requested. On XX/XX/XXXX I responded to ( XXXX ) that I DID NOT request or Authorize a digital debit card and instructed them in no uncertain terms not to activate it. It was not until XX/XX/XXXX, 3 days later, that I received an email back saying that there was no active digital debit card, yet someone tried to open one at some point. \nThen again, on XXXX XXXXXX/XX/XXXX, I received an email from Credit Karma that my request to transfer {$4000.00} from my XXXX  account ending in XXXX was initiated and that my money is on the way. I made no such request and once again someone is accessing my account. It is abundantly clear that Credit Karma does not have adequate safeguards or security protocols in place to prevent this type of fraud. Other institutions have security questions that must be answered correctly or a security phrase that must be told to a representative. It is unfathomable that a financial organization can be so inept. \n\nOnce again, someone posing as me accessed my account and changed my phone number. Without that phone I could not go online and access my account. So on XXXX XXXXXX/XX/XXXX, we had a 3 way call to Credit Karma between myself XXXX and credit Karma during which time the agent once again escalated my case to the escalation dept. to have my account locked. He also instructed me to contact member support vis chat to change my phone number back to my correct phone number XXXX. \nFinally, today XX/XX/XXXX my account has been locked as it should be. I know this because I tried to log in and I received the message that my account was locked. \nI have been an XXXX XXXX cardholder for decades and they routinely handle cases like this within days. The same applies to XXXX XXXX XXXXXXXX, who I have been a customer also for decades. With both organizations a customer who has been victimized by fraud is able to contact their fraud department directly. Their security protocols are infinitely superior to the ones that Credit Karma has in place. I have not been able to contact the fraud department or security department of Credit Karma. Below is an email I sent on to Credit Karma Member Support on XXXX XXXXXX/XX/XXXX. This is only 1 of the numerous conflicting emails I have received from Credit Karma. One only needs to do a XXXX search of customer reviews of Credit Karma to see hundreds of devastating comments regarding the lack of professionalism, competency and integrity of Credit Karma. \n\nRe : Call from XXXX : Case # XXXX [ ref : XXXX : ref ] XXXX XXXX XXXX To : Credit Karma Member Support Fri XX/XX/XXXX XXXXXXXX XXXX I need to get a PHONE CALL from the fraud department and speak to someone in that department immediately. I DO NOT WISH TO BE CONTACTED BY EMAIL. As demonstrated below, the emails I have received from Credit Karma have been full of mistakes and inconsistencies and they do not respond in a timely manner rather they respond numerous days later. days. My account has been hacked since XX/XX/XXXX by someone who keeps getting into my account and has stolen money from me using unauthorized transfers. My numerous, numerous calls to customer service have not solved the problem. It is incomprehensible that this has taken so long. I have been a cardholder of XXXX XXXX and a customer of XXXX XXXX  XXXX for decades. They would have taken care of this within days!! \n\nI have no confidence in Credit KARMA 'S ability to this problem. I need this problem corrected so that I may close my account permanently. \n\nPlease contact me immediately at XXXX. This is the only phone number I have had for the last 25 years and the only phone number that I have ever used with Credit Karma. Someone is getting into my account and changing my phone # with credit Karma. I must receive a call from Credit Karma or I will be forced to file a complaint with the Consumer Financial Protection Bureau, the Attorney General of California, and the Attorney General of West Virginia and XXXX XXXX \n\nXXXX XXXX ________________________________________ From : Credit Karma Member Support XXXX Sent : XXXX XX/XX/XXXX XXXXXXXX XXXX To : XXXX XXXX ; XXXX XXXX Subject : Call from XXXX : Case # XXXX [ ref : XXXX : ref ] Hi XXXX XXXX Please disregard this email it was sent in error. \nOnce again Apologies for the email, have a great day. \n\nRegards, Credit Karma Member Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : Credit Karma Member Support [ XXXX ] Sent : XX/XX/XXXX XXXXXXXX XXXX To : XXXX ; XXXX Subject : Call from XXXX : Case # XXXX [ ref : XXXX : ref ] Hi XXXX XXXX I hope you're doing well. In order to further assist you, we are requesting the following : Photos of both the front and back of your government-issued ID with a selfie of you holding your ID under your chin. \n\nA full copy of the bank statement from your linked [ XXXX XXXX XXXX ] account in XXXX format. \n\nAn explanation for why the transfer in the amount of {$2000.00} that was returned. \n\nYou can upload the requested documents using this secure link : UPLOAD HERE Regards, Credit Karma Member Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : Credit Karma Member Support [ XXXX ] Sent : XX/XX/XXXX XXXXXXXX XXXX To : XXXX Subject : Call from XXXX : Case # XXXX [ ref : XXXX : ref ] Hi XXXX XXXX Thanks for reaching out about this. I'm going to redirect your case to a more specialized team that is better suited to look further into the matter. \n\nIn the meantime, if your issue gets resolved on its own or if you have anything to add, please let us know by responding to this email. Thanks in advance for your patience Regards, Credit Karma Member Support ref : XXXX : ref","date_sent_to_company":"2023-08-29T01:35:44.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20001","tags":"Older American","has_narrative":true,"complaint_id":"7460413","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-08-29T01:15:09.000Z","state":"DC","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["On that same day on <em>XXXX</em>, myself and my representative from <em>XXXX</em> spoke to a CK customer <em>service</em> agent to <em>try</em> to get a resolution of this issue and to get a status update. The agent was initially <em>trying</em> to be helpful but upon gettig pertinent questions form the <em>XXXX</em> representative, the CK agent abruptly ended the call. \nFurthermore, on or about XX/XX/<em>XXXX</em>, I received an email from Credit Karma that a new digital Debit card has been requested."]},"sort":[8.570692,"7460413"]},{"_index":"complaint-public-v1","_id":"3512981","_score":7.681805,"_source":{"product":"Mortgage","complaint_what_happened":"On Tue, XX/XX/XXXX at XXXX XXXX  XXXX XXXX XXXX wrote : OFFICE OF THE COMMISSIONER OF FINANCIAL REGULATION CONSUMER SERVICES UNIT CONSUMER COMPLAINT FORM Licensing Board is responsible for supervising collection agencies ( Board Licensees ).\n\nBefore you begin : If your complaint involves one of the above listed entities, it is recommended that you contact the entity ( s ) to resolve the matter prior to submitting a complaint. When contacting the entity, please make every effort to ensure contact that the person with whom you communicate is authorized to resolve your dispute.\n\nIf you are unable to resolve the complaint directly with the entity, the second step is to determine if the financial entity is supervised by the Commissioner ( see our licensing search pages ).\n\nThe Commissioner of Financial Regulation ( Commissioner ) is responsible for supervising Maryland State-chartered banks, credit unions, and non-deposit trust companies ( collectively Institutions ) and for supervising entities providing the following financial services to Maryland consumers, including, consumer and installment lenders ( including payday lenders ), sales finance companies, mortgage brokers, lenders, servicers, and loan originators, check cashing services, money transmitters, debt management businesses, credit reporting agencies, credit services businesses ( collectively Licensees ). The XXXX XXXX XXXX NOTE : If you believe that the party who is the subject of your complaint should be licensed by the Commissioner, and is not licensed, you should file a complaint. \nComplaint Form XX/XX/XXXX Page 1 of 6 Instructions : This is a fillable PDF form which means you may complete and sign this form electronically. If you decide to complete the form manually, please print the form, print your information clearly and sign your name. Use black or blue ink, only.\n\nThis is NOT an online form ; you must submit your complaint by one of the means listed below. Please enclose copies ( NOT ORIGINALS ) of documents ( contracts, account statements, letters, bills, receipts, checks, etc., ) that relate to your complaint, and be sure to sign ( electronically or manually ) and date your complaint.\n\nDeliver your completed complaint form and relating documents by one of the following methods : BY E-MAIL : Please send as attachments to XXXX BY MAIL : Commissioner of Financial Regulation XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Maryland XXXX Attention : Consumer Services Unit IN-PERSON : You can also walk in to the Commissioners office at XXXX XXXX XXXX XXXX, XXXX, MD, XXXX XXXX XXXX ( Note : walk-in Hours are : XXXX XXXX - XXXX XXXX  ) BY FACSIMILE ( FAX ) : at the following fax number XXXX ( Note : please mark your fax to the attention of the Consumer Services Unit ) Note : Your complaint will be assigned to an Examiner who will handle your complaint and who will reach out to you shortly after being assigned your complaint. \nBe advised any information that you provide may be forwarded to an Institution, Licensee, Board Licensee, or any other individual against whom you have complained. \nFree at ( XXXX ) XXXX or visit the Commissioners webpage at http : //www.dllr.maryland.gov/finance/. \nBefore you submit or mail your complaint : Proof read the information you have provided and make any necessary corrections. \nEnclose copies ( NOT ORIGINALS ) of documents that relate to your complaint. \nPlease make sure to sign and date the form. \nFinally, before sending make a complete copy of all information submitted by you. \nShould you have any questions regarding the Commissioners complaint resolution process or a complaint you have filed with the Commissioner, do not hesitate to contact the Consumer Services Unit at ( XXXX ) XXXX XXXX or Toll Complaint Form XX/XX/XXXX Page 2 of 6 DEMOGRAPHIC INFORMATION Your Name The Office of the Commissioner of Financial Regulation complies with all applicable federal and State laws regarding discrimination. The Commissioner does not base findings concerning complaints on a persons age, ancestry, color, gender identity and expression, marital status, race, or any other protected status. However, in an effort to ascertain trends regarding complaint data, we ask that you voluntarily provide the following demographic information. Demographic information will not be shared with the person or entity who is the subject of your complaint. \nWhat category best describes you? \nXXXXX XXXX or XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX or XXXX   origin XXXX XXXX  or XXXX XXXX XXXX XXXX or Other XXXX XXXX XXXX or XXXX   Other race, ethnicity or origin Decline to answer Gender Identity : Female Male Other gender Decline to Answer Age : 18-25 26-35 36-45 x 46-55 56-65 Over 65 Decline to Answer Veteran/ Military Status : Are you eligible to declare veteran or military status? Yes x No If yes which best describes your status? Veteran Active Duty or Reserve Active Duty or Reserve/ deployed Complaint Form XX/XX/XXXX Page 3 of 6 CONSUMER INFORMATION Your Name : Mr. XMs. \nHome # : Cell # : ( XXXX ) XXXX Work # : Fax # : Street Address : XXXX XXXX XXXX, City/Town/State : XXXX XXXX MD Zip Code : XXXX E-mail Address : XXXX Account Number ( s ) involved in this complaint : Complaint Form XX/XX/XXXX Page 4 of 6 CONSUMER ATTORNEY OR REPRESENTATIVE AGENT Do you have an attorney or representative agent assisting you with this complaint? Yes x No If so, do you authorize the release of information to the below listed individual? Yes No Representative Name : Work # : Cell # : Fax # : Representative Street Address : Representative City/Town/State : Zip Code : Representative E-mail Address : WHAT IS YOUR COMPLAINT ABOUT?\n\n( Check all that apply ) ATM or Money Wiring Services Auto or Car Title Loan Auto Repossession Bank or Credit Union Check Casher Consumer Loan Credit Denial Credit Reporting Agency x Debt Collection - General Debt Collection Harassment Debt Management Services xDebt Settlement Services x Dispute of Credit Information XDispute Debt Owed X Foreclosure Related X Foreclosure Prevention Services Identity Theft Land Installment Loan X Lending or Credit Fraud Money Transmission X Mortgage Fraud X Mortgage Loan X Mortgage Modification Mortgage Refinance X Mortgage Servicer Personal Property Repossession Property Management or HOA Fees Reverse Mortgage Short Sale or Deed in Lieu Student Loan Questionable Fee Charges Unauthorized Charges Virtual or Cryptocurrency XOther : __________fruadlent propertys sale___unfair practices of the attorneys office and the mortgage companies to_____breaking the law ___ THE NAME OF THE PERSON OR ENTITY THAT I AM COMPLAINING ABOUT : Ocwen loan servicing llc / PHH mortgage/ XXXX XXXX mortgage and attorneys and trustee office XXXX XXXX XXXX  XXXX ( If more than one , use separate Complaint Form for each complainant ) Name : Work # : Cell # : Fax # : Street Address : City/Town/State : Zip Code : E-mail Address : Complaint Form XX/XX/XXXX Page 5 of 6 Complaint Narrative : Did you contact the person or entity about your complaint? Yes Person Contacted : ocwen loan services llc Did they respond? Yes Date Contacted : XX/XX/XXXX Date of Response : If so, nature of response : call the attorneys office Complaint Form XX/XX/XXXX Page 6 of 7 Is Court Action Pending on this complaint? Yes, but the already sale my property Proposed Resolution what would be an acceptable resolution to your complaint : Remove them form serving customer and dismissed and give my home back with full payment because they break the law or evidence and be fair as well as lawful Check here if you are filing this complaint for informational purposes ONLY. \n( By checking this box the office will not reach out to the person or entity you are complaining about ) **Please read carefully, before signing and submitting your complaint. ** XXXX XXXX  By signing this complaint, I certify that all the information supplied in this complaint form is true and accurate to the best of my knowledge. I also authorize the Office of the Commissioner of Financial Regulation to speak on my behalf regarding my loan or account with the person ( s ) or entity ( ies ) listed in this complaint ( unless this complaint is filed for information purposes only ). I further have no objection to the contents of this complaint being forwarded to the person ( s ) or entity ( ies ) listed in this complaint. Further, in filing this complaint, I understand that the Commissioner of Financial Regulation can neither guarantee any certain resolution to this complaint nor provide me with legal advice. Should I have questions concerning my legal rights and responsibilities, I will contact an appropriate legal services provider. \nSignature : XXXX XXXX Date:XX/XX/XXXXComplaint Form XX/XX/XXXX Page 7 of 7 The attorney/ Trustee company ( XXXX XXXX XXXX  XXXX et al ) ( Ocwen loan Services ) employees and ( PHH moragt. ) ( XXXX XXXX ) please excuse me bacise as for today I dont no who who. But the say they all the same but all dont have me account correctly ) have submitted false information and paperwork. Conduct and engage in dishonesty, fraud, deceit and misrepresentation the prejudice sell in my property disobey court order, filing a default sale wit out get the court to rule on it not following The Maryland state rule by file announcement of the property in public papers not send the notices to the ( Regular Mail ) On fair time never send me what was to be collect to demand my property before sale when call the mortgage company the say call the attorney s not file the true not we never had our time in court because we been in Bankruptcy ( My husband mother past away in XXXX she put a lot of things in his name he was her only child and we had business as will we was waiting to have our day in court but you cant go throw any other court when in court with BK they not it as will they no they did have rights to foreclosure as well as the other didnt because the found the payment and the other case was closed as well as the began in this case ) never send us anything until it over and that was not to pay ocwen because they was receiving payment form us by side the bk case never got the number of account we was in bankruptcy and we request a line and the send in Faust document and read the attachment and I have so much evidence on their fraudulent and the keep have to escape Their actions because of the people they no. I have never received a notes of default on this case but the conduct a sale and waiting for a RAF. Sale for 15 days I received the sale notice Thursday XX/XX/XXXXthat evening I call all Friday the 11th to get the understanding with the court talk to the judge chamber on the docket XXXX informed me that they mean judge sign the order no long work in foreclosure and I had to call the majesty XXXX on that and all say it nothing on case very say Im in bk and I told them I was not and I was waiting to go to court they say come and file something so I was sick Monday had a doctor appointment and on XX/XX/XXXX I walk in the foreclosure office received a payed for copy of the documents with there information and a receipt on case and file and report I was no long on bankruptcy case we had it lifted I was call that day by Ocwen I told I thought I wan na with PHH and XXXX XXXX he informed me the the same people I told him where o was and Im about to file he start get upset I have to pay all to stay and I wa going be evident and he still did no for sho what I need to bring it up to date I need to call the attorney but I say I give my money to you all and that when he said I call the attorney to get a buy back I ask that what that and he say call then I file my paperwork and when I got home I call the foreclosure office where the paperwork why not on file the next day I see they file something after me and that when I see the attorney ask to be put on hold until XX/XX/XXXX for judge make a judgement on the case that to hold them and get a raffle sale completed but also they still had no right to sale see attachments and still not follow the law I was told to not file with any of these officials or they going really get a sheff evidence for the 15 days when it was to be no soon the 30days they are above the law and they dont follow no ruling orders and have no respect for the law. They not turstworthy and the paperwork is so poor fraued documents they dont even try no more they follow the law if need any more proof the use fraudulent things as well as i -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXXat XXXX XXXX  Subject : Fwd : Next Steps - FTC Complaint Assistant To : XXXX XXXX XXXX Circuit Court of Maryland Go Back Now Case Information Court System : Circuit Court for XXXX XXXX XXXX County - Civil System Case Number : XXXX Case Description : XXXX vs XXXX Case Type : Property Filing Date:XX/XX/XXXX Case Status : Inactive Defendant/Respondent Information Party Type : DefendantParty No. :2 Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX : XXXX XXXXState : MDZip Code:XXXX Party Type : DefendantParty No. :3 Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX City : XXXX XXXXState : MDZip Code:XXXX Attorney Information Name : XXXX XXXX Attorney Type : Attorney Address : XXXX XXXX XXXX City : XXXXState : MDZip Code:XXXX Other Party Information Party Type : Substitute TrusteeParty No. :1 Name : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Court Scheduling Information Event Type : Status Hearing Event Date : XX/XX/XXXXStart Time:XXXX Result : Status Conference HeldResult Date:XX/XX/XXXX Event Type : Status Hearing Event Date : Start Time : Result : Result Date : Event Type : Status Hearing Event Date : Start Time : Result : Result Date : Event Type : Status Hearing Event Date : Start Time : Result : Result Date : Event Type : Status Hearing Event Date : Start Time : Result : Result Date : Dockets ( Each Document listed. Documents are listed in Document No./Sequence No. order ) Date : XX/XX/XXXX Document Name : CaseType : Foreclos of Deed Tr Docket Text : Date : XX/XX/XXXX Document Name : Forclsure Eligible for Mediatn Docket Text : Date : XX/XX/XXXX Document Name : Order To Docket Foreclosure Fd Docket Text : 001 proceeding to forc d/t on XXXX XXXX with attachments fd/rja e XX/XX/XXXX Date : XX/XX/XXXX Document Name : Forclsure/Prel Loss Mitgtn Aff Docket Text : 002 fd/rja e XX/XX/XXXX Date : XX/XX/XXXX Document Name : Affidavit of Service, fd Docket Text : 003 As to XXXX XXXX XXXX F.D./EJ E ; XX/XX/XXXXDate : XX/XX/XXXX Document Name : Affidavit of Service, fd Docket Text : 004 As to XXXX XXXX XXXX F.D./EJ E ; XX/XX/XXXX Date : XX/XX/XXXX Document Name : Affidavit, Fd. \nDocket Text : 005 Affidavit of Mailing - As to All Occupants F.D./EJ E ; XX/XX/XXXX Date : XX/XX/XXXX Document Name : Deed of Appt/Appt of Sub Tr Fd Docket Text : 006 fd. kbp e XX/XX/XXXXDate : XX/XX/XXXX Document Name : Forclsure/Finl Loss Mitgtn Aff Docket Text : 007 fd.ksr eXX/XX/XXXX Date : XX/XX/XXXX Document Name : Bond Approved and Filed. \nDocket Text : 008 Bonds XXXX with attachments fd.ksr eXX/XX/XXXX Date : XX/XX/XXXX Document Name : Not To Pty Contemp Dis Case Fd Docket Text : 009 fd.md Date : XX/XX/XXXX Document Name : Motion to Defer or Suspend, fd Docket Text : 010 No attachments, fd.md ( Tagged for XXXX ) e XX/XX/XXXXDate : XX/XX/XXXX Document Name : Order of Court, filed Docket Text : 011 Order of Court dated XX/XX/XXXX, Judge XXXX, ORDERED that the motion is granted and ORDERED that dismissal of this action be and hereby is DEFERRED for 90 days, thereafter the case will be dismissed unless further deferral is granted or there is documented activity filed in the case, fd.md cc : XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX Date : XX/XX/XXXX Document Name : Motion to Defer or Suspend, fd Docket Text : 012 fd, amk ( tagged for XXXX ) Date : XX/XX/XXXX Document Name : Order of Court, filed Docket Text : 013 Order of Court dated XX/XX/XXXX,  Judge XXXX, ORDERED, that the motion is GRANTED and dismissal of this action be, and hereby is, DEFERRED for 90 DAYS, thereafter the case will be dismissed unless further deferral is granted or there is documented activity filed in the case. FD.LT Copies mailed to : XXXX XXXX, XXXX, XXXX XXXX, XXXX XXXX Date : XX/XX/XXXX Document Name : Motion to Defer or Suspend, fd Docket Text : 014 fd/rja e XX/XX/XXXX Motion to Defer Dismissal ( tagged for Judge XXXX ) Date : XX/XX/XXXX Document Name : Suggestion of Bankruptcy, Fd. \nDocket Text : 015 fd.mdm e XX/XX/XXXX Date : XX/XX/XXXX Document Name : Notice of Hearing, filed Docket Text : 016 Notice of Hearing XX/XX/XXXX Status Hearing XXXX e.keh XX/XX/XXXX Date : XX/XX/XXXX Document Name : Order of Court, filed Docket Text : 017 Order of Court signed by Judge XXXX on XX/XX/XXXX ORDERED that Plaintiffs XXXX Motion to Defer Dismissal is deemed MOOT ; and it is further ORDERED that this proceeding be and hereby is automatically STAYED pending bankruptcy ; and it is further ORDERED that the Substitute Trustees ' shall forthwith advise the court in writing when the automatic stay is lifted ; and it is further ORDERED that this matter be set in on XX/XX/XXXXat XXXX for a status hearing to determine the status of Defendant 's bankruptcy cc : XXXX XXXX , XXXX XXXX , XXXX XXXX by XXXX e.keh XX/XX/XXXX Date : XX/XX/XXXX Document Name : Status Conference Held Docket Text : Date : XX/XX/XXXX Document Name : Civil Daily Sheet, Filed Docket Text : 018 fd/db Judge XXXX, XX/XX/XXXX, XXXX Judge XXXX ; XXXX XXXX Status hearing held Case stayed-bankrutpcy pending Other : bankruptcy case summary filed e XX/XX/XXXX Date : XX/XX/XXXXDocument Name : Order Stay Pending Bank, fd Docket Text : case stayed pending bankrupcty per daily sheet Date : XX/XX/XXXX Document Name : Order Stay Pending Bank, fd Docket Text : 019 Order of court dated XX/XX/XXXX  Judge XXXX, Ordered, that this proceeding be and hereby is automatically Stayed pending bankruptcy, and it is further, Ordered, that the plaintiffs ' counsel shall file a written status update with the court regarding the status of defendant 's bankruptcy three months after the date of this order and every three months  thereafter until the stay is lifted, and it is further, Ordered, that the substitute Trustees shall forthwith advise the court, in writing, when the automatic stay is lifted, and it is further Ordered, that failure of plaintiffs to advise the court as to when the automatic stay is lifted may result in the dismissal of this matter without prejudice fd.kss eXX/XX/XXXX copies mailed from chambers Date : XX/XX/XXXX Document Name : Bankruptcy Lifted Docket Text : 020 line to withdraw suggestion of bankruptcy, fd.tng e XX/XX/XXXX Date : XX/XX/XXXX Document Name : Suggestion of Bankruptcy, Fd. \nDocket Text : 021 Case No. XXXX fd, aj eXX/XX/XXXX Date : XX/XX/XXXX Document Name : Bankruptcy Lifted Docket Text : 022 case no. XXXX fd.aj e.XX/XX/XXXX Date : XX/XX/XXXX Document Name : Bankruptcy Lifted Docket Text : 023 fd ; tb e. XX/XX/XXXX Date : XX/XX/XXXX Document Name : Suggestion of Bankruptcy, Fd. \nDocket Text : 024 fd ; tb e. XX/XX/XXXX Date : XX/XX/XXXX Document Name : Motion to Defer or Suspend, fd Docket Text : 025 motion to defer dismissal fd.kss eXX/XX/XXXX ( tagged for XXXX XXXX With hold until XX/XX/XXXX ) Date : XX/XX/XXXX Document Name : Motion To Stay, Fd. \nDocket Text : 027 Defendant 's motion for temporary stay of the foreclosure sale pending a full hearing on defendant 's motion to stay and dismiss foreclosure action fd.kss eXX/XX/XXXX ( Tagged for XXXX XXXX ) Date : XX/XX/XXXX Document Name : Motion To Dismiss, Fd. \nDocket Text : 026 defendant motion to dismiss with attachments fd.kss eXX/XX/XXXX ( Tagged for XXXX. XXXX ) This is an electronic case record. Full case information can not be made available either because of legal restrictions on access to case records found in Maryland Rules, or because of the practical difficulties inherent in reducing a case record into an electronic format. \n\n\n-- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/XXXX at XXXX XXXX  Subject : Next Steps - FTC Complaint Assistant To : XXXX Next Steps - FTC Complaint Assistant Print FTC Report FTC Report Number : XXXX The FTC can not resolve individual complaints, but we can provide information about next steps to take. We share your report with local, state, federal, and foreign law enforcement partners. Your report might be used to investigate cases in a legal proceeding. Please read our Privacy Policy to learn how we protect your personal information, and when we share it ocwen filed a  forclouse on my home in XXXX and about XXXX the case was to be closed but i was also in bankruty at the same time and my home trustee ( XXXX XXXX ) work for XXXX, XXXX XXXX XXXX as well as the attorney XXXX XXXX the company is also a debit collect agency the file and keep going with the paperwork and had a hearing when we was in bankrupty court they have file the flase deed of trust i call the office and told them i was pay my bk and send ocwen money so the can use that case the need to refile with tha correct acount and the stop take my payment sen back as well as i talk to Ms XXXX and i told it was the woronge paperwork she say she dont have to file that corrct paper work as will as i will get a credit after the home would be stoled and that XX/XX/XXXX i receied a substitue trustee sale for XX/XX/XXXX bevcaue of a default for XX/XX/XXXX and my home was a prime loan i was pay XXXX a moth first. until we recvie a mod i file a consumer compaltint and the have been file false paprrwork we had only one and the made me pay a down payment and the was to file some thing incourt but the court did recevie nothing until the same date i file XX/XX/XXXX and the file the same and adk to hold my motion and my edvince and they paperwork until XX/XX/XXXX after the sale would be raf. and they have majesty o that some day im in court the morgat. company call me and was on the for with me for two hour acting threating we going sell your home you have to pay. all now never tell me what to pay because the have receid payment and they dont really no when i say i was in the court the then say i can redemybit but i have to call the lawyer office about that money okay when i call it no redem. and it other things to How It Started Date fraud began : Amount I was asked for : Amount I paid : XX/XX/XXXX XXXX Payment Used : How I was contacted : Money Order Mobile : Text/E-Mail/IM Who Is Your Complaint About Company/Individual 1 Name : Ocwen loan services/XXXX XXXX XXXX XXXX Address : Apt/PO Box : City : State : Zip : Email Address : Phone : Website : Representative : https : //www.ftccomplaintassistant","date_sent_to_company":"2020-02-18T14:13:23.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"20747","tags":null,"has_narrative":true,"complaint_id":"3512981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2020-01-29T04:49:11.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["/ <em>XXXX</em> <em>XXXX</em> mortgage and attorneys and trustee office <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>  <em>XXXX</em> ( If more than one , use separate <em>Complaint</em> Form for each complainant ) Name : Work # : Cell # : Fax # : Street Address : City/Town/State : Zip Code : E-mail Address : <em>Complaint</em> Form XX/XX/<em>XXXX</em> Page 5 of 6 <em>Complaint</em> <em>Narrative</em> : Did you contact the person or entity about your <em>complaint</em>?"]},"sort":[7.681805,"3512981"]},{"_index":"complaint-public-v1","_id":"21076239","_score":6.7667527,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) COMPLAINT CITIBANK - IMPROPER ACCOUNT CLOSURE & PAYMENT PROCESSING FAILURES COMPLAINANT INFORMATION Name : XXXX XXXX Account Type : XXXX Citi Card Date of Complaint : XX/XX/year> COMPANY INFORMATION Company Name : Citibank ( XXXX XXXX XXXX ) Company Address : [ Citi Customer Service ] XXXX XXXX XXXX SUMMARY Citibank closed my credit card account without any prior notification, explanation, or opportunity to cure the issue. When I discovered the closure and called to resolve it, agents admitted they did not know why the account was closed and could not provide an explanation for 24-48 hours. Additionally, Citi agents claim to have processed two payments ( {$2100.00} on XX/XX/XXXX and {$530.00} on XX/XX/XXXX ), but my bank XXXX XXXX  XXXX XXXX XXXX has XXXX record of either payment attempt. This represents either fraudulent misrepresentation of payment status or a non-functional payment processing system. \nThese violations have damaged my credit and violated consumer protection laws. \n\nXXXX XXXX DETAILED COMPLAINT NARRATIVE XX/XX/year> - FIRST PAYMENT XXXX  ( USER ERROR ) I initiated a {$1700.00} payment to Citi from a XXXX  XXXX XXXX account with insufficient funds. The payment bounced due to lack of funds in that account. \n\nXXXX XXXX  Critical Issue XXXX XXXX XXXX Citi sent me NO notification of this bounce. I received no email, no call, no warning. I was not given any opportunity to correct the error or make a different payment. I remained completely unaware of this problem until XX/XX/year> ( 18 days later ). \n\nThis violates standard lending practices which require creditors to notify borrowers of payment issues and allow a cure period before taking action. \n\nXX/XX/year> - CORRECTIVE PAYMENT ATTEMPT ( PAYMENT PROCESSING FAILURE ) On XX/XX/year>, I discovered the XXXX bounce and immediately took corrective action. \nI initiated a {$2100.00} payment from my correct XXXX XXXX XXXXXXXX account ( ending in XXXX ), which has sufficient funds. \n\nXXXX XXXX  What Citi Claims XXXX XXXX XXXX  During my XX/XX/XXXX call, Citi agent XXXX XXXX stated : theres a payment here for {$210000.00} that was done on the XXXX of XXXX, which youre getting credit for right now He further stated : we normally, we are gon na try a total of 3 times to try to collect on that, on those funds, before we say, okay, were not gon na get that money This suggests Citi is processing the payment and crediting my account. \n\nXXXX XXXX Verification Problem XXXX XXXX XXXX XXXX XXXX XXXXXXXX has ZERO record of this payment attempt on XX/XX/year>. \n\nXXXX  No posted transaction XXXX  No pending transaction XXXX No record in my transaction history XXXX No debit from my account XXXX XXXX  Conclusion : XXXX XXXX  Either Citi never submitted this payment to my bank, or Citi is misrepresenting payment status to the customer. This is a serious processing failure or fraud. \n\nXX/XX/scrub>XXXX XXXX XXXX  ACCOUNT CLOSURE DISCOVERED ( NO NOTICE ) On XX/XX/year>, I checked my XXXX Citi app and discovered my account was CLOSED. \n\nXXXX XXXX  How I Found Out : XXXX XXXX  I discovered this closure by accident while checking my app. I received NO notification from Citi prior to closure. No email, no phone call, no letter, no warning. \n\nThis is a critical procedural failure. Standard lending practice requires : XXXX. Notice to customer that account is at risk of closure XXXX. Explanation of the reason XXXX. Opportunity for customer to cure the issue XXXX. THEN closure, if necessary Citi violated all of these standards. \n\nFIRST CALL TO CITI - XX/XX/year> ( AFTERNOON ) Agent Name : XXXX Call Duration : XXXX minutes XXXX XXXX I Asked XXXX XXXX XXXX Why was my account closed? I need an explanation. \n\nXXXX XXXX XXXXXXXX XXXX Admitted : XXXX XXXX I dont even have the reason why they close out the account. I do show that they count closed and they sent out an email on it. So unfortunately I cant. I cant tell you why exactly you closed out.\n\nTranslation : The agent himself does not know why my account was closed, and no explanation is available to him. \n\nXXXX XXXX XXXX XXXXXXXX Admitted ( Process Issue ) : XXXX XXXX  if they see that they need to close out the account, it is immediate, it, it is closed out right away. Um, and then they send out the email Translation : Citi closes accounts FIRST and notifies AFTER. This is backwards from standard practice and violates consumer protections. \n\nXXXX XXXX  When Will I Get an ExplanationXXXX XXXX XXXX XXXXXXXX XXXX stated : the fulfillment usually takes about 24 to 48 hours for you to receive that email Translation : It takes 24-48 hours for the explanation letter to be sent. As of XX/XX/XXXX, I still had XXXX explanation for why my account was closed. \n\nXXXX XXXX  Credit Impact Question XXXX Dodged : XXXX XXXX  I asked : Well, this will affect my credit score, right? What are the consequences? \n\nXXXX XXXX responded : unfortunately were not credit experts on this one so I can not. I can not say how its gon na affect you XXXX : Citi closed my account but refuses to explain the credit impact. \n\nXXXX XXXX  I Offered to Pay Immediately XXXX XXXX XXXX  I asked : Can we pay the {$530.00} balance now then? \n\nXXXX XXXX agreed and I authorized a {$530.00} payment from my correct XXXX  account ( ending in XXXX ) for that same day ( XX/XX/year> ). \n\nXXXX XXXX XXXX XXXXXXXX Confirmed XXXX XXXX XXXX  you authorized city to withdraw a one time electronic payment of {$530.00} on XX/XX/year> from account ending in XXXX to change or to cancel your payment calls at this number or contract us online via live chat before midnight Eastern time today XXXX XXXX  Verification Problem XXXX XXXX XXXX XXXX XXXX XXXXXXXX has XXXX record of this payment attempt on XX/XX/year>. \n\nXXXX No posted transaction XXXX No pending transaction XXXX No record in my transaction history XXXX  No debit from my account Despite Citis confirmation that the payment was now being processed, my bank has XXXX evidence this payment was ever submitted. \n\nESCALATION CALL - XX/XX/year> ( LATER ) Agent Name : XXXX XXXX ( Escalation Team ) Call Duration : XXXX minutes XXXX XXXX  I Demanded Escalation XXXX XXXX XXXX  Since the initial agent couldnt help, I asked to speak with escalation. \n\nXXXX XXXX  Same Issue - No Explanation Available XXXX XXXX XXXX Escalation agent XXXX XXXX stated : I dont have a letter I can read unfortunately that hasnt updated on my end either yet. So hopefully by tomorrow morning, be able to have something here XXXX : Even after escalation, NOBODY at Citi can tell me why my account was closed. This is unacceptable. \n\nXXXX XXXX  Same Process Admitted XXXX XXXX XXXX XXXX XXXX confirmed : So any of this time the decision happens, its immediate, if they, if they see that they need to close out the account, it is immediate, it, it is closed out right away. \nUm, and then they send out the email XXXX : The same backwards process is confirmed - close first, explain later. \n\nXXXX XXXX  My Response to Escalation Agent : XXXX XXXX I stated clearly : I didnt even know that it was going to happen until I had to check the app and thats not the best way of customer transparency at all it doesnt make sense as to why I have to wait 20 to 48 hours when you can close my account whenever and just never tell me. Thats really bad customer service and really bad, bad way of treating your customers. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX No defense offered. Agent had no answer. \n\nXXXX XXXX  I Announced CFPB Complaint XXXX XXXX XXXX  I stated : Ill be sending a CFBP report and Ill be sending a report and Ill be sending up to the higher ups so we can we can get this resolved Agent acknowledged and offered no remedy. \n\nXXXX XXXX VIOLATIONS OF LAW & REGULATION XXXX XXXX XXXX  IMPROPER ACCOUNT CLOSURE WITHOUT NOTICE XXXX XXXX XXXX  Citi closed account immediately without prior notification XXXX  No opportunity given to customer to cure the issue XXXX  Violates Truth in Lending Act ( TILA ) and Regulation Z XXXX  Violates Dodd-Frank Act consumer protection requirements XXXX XXXX XXXX FAILURE TO PROVIDE REASON FOR CLOSURE XXXX XXXX XXXX  Citi agents admitted they dont know/cant provide reason for closure - Violates consumer disclosure requirements- Violates Fair Credit Reporting Act ( FCRA ) implications - Required by lending standards to explain closure reason XXXX XXXX XXXX  MISREPRESENTATION OF PAYMENT STATUS XXXX XXXX XXXX  Citi claims to have processed {$2100.00} ( XX/XX/XXXX ) and {$530.00} ( XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX has XXXX record of either payment - Either Citi is lying about payment processing or system is broken- Violates Fair Debt Collection Practices Act ( FDCPA ) if false XXXX XXXX XXXX  FAILURE TO DISCLOSE CREDIT IMPACT XXXX XXXX XXXX  Agent explicitly refused to explain credit consequences of closure - Violates consumer protection disclosure requirements- Customer has no knowledge of credit damage from account closure XXXX XXXX XXXX  INADEQUATE CUSTOMER SERVICE & ESCALATION XXXX XXXX XXXX Both agents ( initial and escalation ) unable to provide basic information - No resolution pathway offered - Process inadequate for consumer protection XXXX XXXX EVIDENCE SUPPORTING COMPLAINT ATTACHED EVIDENCE : XXXX XXXX XXXX  CALL TRANSCRIPTS ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> afternoon call with Agent XXXX - XX/XX/year> escalation call with Agent XXXX XXXX - Contains direct quotes showing agent admissions- File : CITIXXXXCALLXXXXTRANSCRIPTSXXXXCONSOLIDATEDXXXX XXXX XXXX XXXX XXXX XXXX XXXX TRANSACTION XXXXXXXX XXXX XXXX XXXX Showing XX/XX/year> : {$1700.00} attempted ( wrong account - bounced ) - Showing XX/XX/year> : NO RECORD of {$2100.00} claimed payment - Showing XX/XX/year> : NO RECORD of {$530.00} claimed payment - Showing sufficient funds available in account ending in XXXX XXXXXXXX XXXX XXXX  CITI APP CLOSURE SCREENSHOT XXXX XXXX XXXX  Showing account closed on XX/XX/year> - Showing notification history with no prior warning XXXX XXXX XXXX EMAIL HISTORY XXXX XXXX XXXX No closure warning email before XX/XX/XXXX - Last communication was XX/XX/XXXX about transaction problem XXXX XXXX IMPACT ON CONSUMER XXXX XXXX XXXX CREDIT SCORE DAMAGE XXXX XXXX XXXX  Account closure will appear on credit report - Reduces credit score - Impacts ability to obtain loans, credit cards, apartment rental - Affects financial life for XXXX years - Citi refused to disclose the extent of this damage XXXX XXXX XXXX  FINANCIAL UNCERTAINTY XXXX XXXX XXXX {$530.00} balance owed but status unclear - Payment status unknown ( claimed processed by Citi, not verified by bank ) - No clear pathway to resolve the debt - No explanation of late fees, penalty XXXX, or collection actions XXXX XXXX XXXX  EMOTIONAL DISTRESS & INCONVENIENCE XXXX XXXX XXXX Account closed without notice - Discovery by accident while checking app - Multiple calls required to even understand basic information - No resolution offered by company - Forced to escalate to regulatory body XXXX XXXX XXXX INABILITY TO USE ACCOUNT XXXX XXXX XXXX  Account used daily ( I use this car on a daily basis - card used frequently ) XXXX Sudden closure creates financial hardship - No advance notice to make alternative arrangements XXXX XXXX XXXX TIMING IMPACT XXXX XXXX XXXX  Graduate school applications pending ( would consider credit history ) - Planning apartment move in XX/XX/year> ( would require credit check ) - Account closure creates risk of financial consequences during critical life events XXXX XXXX REQUESTED RESOLUTION I am requesting the following fair resolution : XXXX XXXX XXXX  WRITTEN EXPLANATION XXXX XXXX XXXX  Provide written explanation of the specific reason my account was closed - This should be provided immediately, not 24-48 hours later - Explanation must be detailed and clear XXXX XXXX XXXX CREDIT REPORT CORRECTION XXXX XXXX XXXX Ensure my account is reported to credit bureaus as Closed - Paid in Full or Settled- NOT as delinquent, charge-off, late payment, or negative status - Provide written confirmation of credit bureau reporting - Ensure no negative marks appear once I pay the balance XXXX XXXX XXXX NO ADDITIONAL CHARGES XXXX XXXX XXXX  Confirm in writing that no late fees will be applied - Confirm no penalty XXXX has been applied - Confirm no collection actions will be taken - Balance owed is {$530.00} - no additional charges XXXXXXXX XXXX XXXX PAYMENT PROCESSING INVESTIGATION XXXX XXXX XXXX Investigate why XX/XX/XXXX payment ( {$2100.00} ) has no record at XXXX  XXXX XXXX- Investigate why XX/XX/XXXX payment ( {$530.00} ) has no record at XXXX  XXXX XXXX- Provide written confirmation of payment status from both Citi and XXXX XXXX  If payments were never submitted, confirm immediately so customer can resolve XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to account as acknowledgment of : - Lack of prior notification before closure - Failure to provide immediate explanation - Procedural failures that violated lending standards - Inconvenience and distress caused XXXX XXXX XXXX  WRITTEN SETTLEMENT CONFIRMATION XXXX XXXX XXXX Provide written settlement agreement confirming all above terms - Before any payment is made, I need written confirmation these terms are accepted XXXX XXXX TIMELINE SUMMARY XX/XX/XXXX : Payment bounced ( user error ) - NO NOTIFICATION from Citi XX/XX/XXXX : Corrective payment sent - Citi CLAIMS to process it, Bank has NO RECORD XX/XX/XXXX : Account closure discovered by customer checking app - NO PRIOR NOTICE XX/XX/XXXX : Customer calls Citi - XXXX admits no reason available XX/XX/XXXX : Customer authorized payment - Citi CLAIMS to process it, Bank has NO RECORD XX/XX/XXXX : Escalation call- Same agent admits no explanation available XX/XX/XXXX : Customer announces CFPB complaint - No response from Citi XXXX XXXX STATEMENT OF TRUTH I declare under penalty of perjury that the information provided in this complaint is true and accurate to the best of my knowledge. The call transcripts are directly from the conversations that occurred on XX/XX/year>, with Citibank customer service representatives. XXXX  XXXX XXXX statements and transaction histories are accurate records from my account. All dates and amounts are factually correct. \n\nRespectfully submitted, XXXX XXXX XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX SUPPORTING DOCUMENTS Please attach the following to your CFPB complaint : XXXX. CITIXXXXCALLXXXXTRANSCRIPTSXXXXCONSOLIDATED.txt XXXX. XXXX  XXXX XXXX statement ( XX/XX/XXXX - XX/XX/year> ) - screenshot or PDF XXXX. Citi app closure screenshot ( showing closed on XX/XX/XXXX ) XXXX. Email history screenshot ( showing no closure warning ) XXXX. XXXX  XXXX XXXX written confirmation of XXXX transactions ( from XXXX call ) XXXX XXXX END OF COMPLAINT REPORT","date_sent_to_company":"2026-04-09T02:03:08.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"06074","tags":null,"has_narrative":true,"complaint_id":"21076239","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-09T01:39:17.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["<em>XXXX</em> <em>XXXX</em> CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) <em>COMPLAINT</em> CITIBANK - IMPROPER ACCOUNT CLOSURE & PAYMENT PROCESSING FAILURES COMPLAINANT INFORMATION Name : <em>XXXX</em> <em>XXXX</em> Account Type : <em>XXXX</em> Citi Card Date of <em>Complaint</em> : XX/XX/year> COMPANY INFORMATION Company Name : Citibank ( <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> ) Company Address : [ Citi Customer <em>Service</em> ] <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> SUMMARY Citibank closed my credit card account without any prior notification, explanation, or opportunity to cure the issue."],"sub_product":["General-purpose credit card or <em>charge</em> card"]},"sort":[6.7667527,"21076239"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":19,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":19}]}},"product":{"doc_count":19,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":5}]}},{"key":"Checking or savings 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