{"took":117,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5324630","_score":16.192183,"_source":{"product":"Mortgage","complaint_what_happened":"Last year in the middle of XXXX my mortgage was sold to BSI Financial Services. At that time I was under a XXXX XXXX. In XX/XX/XXXX, the plan was extended for an additional 6 months. I was told at the time of the extension that I would need to apply for a home modification in XX/XX/XXXX, because it can be a lengthy process and in order to ensure that the loan did not show negatively on my credit report if I was unable to pay all of the rescheduled payments. Unfortunately for me, that was the last successful conversation that I have experienced regarding my Mortgage Loan. I started calling XX/XX/XXXX to initiate the start of my Home Modification paperwork ( Repayment Plan ). I left several messages between that time and XX/XX/XXXX on the voicemail of XXXX XXXX. This is unusual, because XXXX XXXX always seemed to return my calls in a descent amount of time, if not the same day. Eventually, I started to call in XXXX and requested to speak with someone else, because I was repeatedly told that XXXX XXXX was not available. I would get transferred every time to a different area or another number for the Loss Mitigation department. I have called nearly every week and sometimes a few times in those weeks. I continued to receive communication by mail stating that I was behind on my payments and that a payment would be due soon. I made my first payment in XXXX even without communication from the Loss and Mitigation department. As of today, XX/XX/XXXX that check has still not been cashed. For my XXXX payment I made a payment over the phone and it has been taken out of my account. Most recently, I received a letter in the mail stating that if I do not make the full payment in XX/XX/XXXX that my house would go into Foreclosure. I still have not spoken to anyone. About XXXX weeks ago, I spoke to XXXX XXXX. He stated that the person that was listed as my new contact person was unavailable and that he would email me and mail me a copy of the home modification application. The email that was sent did not work. The \" Click Here '' link was a deadline link and would not allow me to move forward. Last week I received to copies of the application in the mail, along with the letter regarding a possible foreclosure. Since then, I have mailed the completed paperwork and necessary documentation for the process on yesterday, XX/XX/XXXX with a request to deliver with a signature and return receipt. This company has not been helpful nor easy to work with. I am not trying to lose my home or avoid payment. However, it is hard to continue a healthy relationship with a company who does not communicate with you or assist you with doing so. My mortgage has been sold several times since my initial purchase nearly 5 years ago, but this is by far the worse experience of all of those sales, Please help me with getting to a healthy resolution for myself and my family.","date_sent_to_company":"2022-03-15T18:46:55.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"30213","tags":null,"has_narrative":true,"complaint_id":"5324630","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BSI Financial Holdings, Inc.","date_received":"2022-03-15T17:20:16.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["He stated that the person that was listed as my new contact person was unavailable and that he would email me and mail me a copy of the home modification application. The email that was sent did not work. The \" Click Here '' link was a deadline link and would not allow me to move forward. Last week I received to copies of the application in the mail, along with the letter regarding a possible foreclosure."]},"sort":[16.192183,"5324630"]},{"_index":"complaint-public-v1","_id":"12152082","_score":14.647003,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage servicer. Mr. Cooper, is not effectively communicating. When I first purchased my home in XXXX, my mortgage payment was {$2000.00}. Payments were autopaid monthly with no problem for a year. An escrow analysis was completed in the fall of XXXX and my mortgage payment increased by over {$600.00}. I was notified of this increase in XX/XX/XXXX, XXXX weeks before my XXXX autopayment was due. I quickly disenrolled from the autopay and contacted XXXX XXXXXXXX XXXX, a subsidiary of Mr. Cooper. They explained the escrow analysis and increase in taxes. My mortgage payment for the last year has been {$2500.00}. I adjusted my finances and made bi-weekly payments and was just about to break even again ( I pay my mortgage in installments : half on each payday ) : I had paid XXXX in one lump sum on XX/XX/XXXX and on XX/XX/XXXX, was going to pay XX/XX/XXXX in full, which would have FINALLY brought me current. When I logged into the Lakeview/Mr. Cooper website, I see a total due of {$3000.00} and some odd cents. I saw no explanation about this amount and had received no communication from Lakeview/Mr. Cooper about any changes. Upon contacting them, I was told the increase was due to the annual escrow analysis, which I do understand. My concern was that I again, received NO warning prior to the change/increase. \n\nI called in to Mr. Cooper and spoke with XXXX who explained that they had communicated with me ; I asked the method of communication and was told that it was electronic, that an email had been sent. I immediately went to my email ( I maintain a file of all emails from XXXX and now, Mr. Cooper ) and searched for an email from Lakeview/Mr. Cooper and only saw emails acknowledging my payments but none communicating that I had a message in my inbox or that an escrow analysis had been done. On a hunch, I check my XXXX folder and find an email from Mr. Cooper stating that I had a message and to click here to read my message. When I clicked the link, it took me to my Mr. Cooper inbox and the most recent message I saw was one acknowledging my payment of {$2500.00} on XX/XX/XXXX. I mentioned this to XXXX who then asks what else I see. I quickly scan the messages and clarify that they are all either messages acknowledging my payments or payments held in suspension notices : when I paid half of the mortgage, they would hold that partial payment until I paid the balance and then, accept the total payment. There was no communication about the escrow analysis and a resulting increase in my mortgage payment. XXXX then asks me to click on the Escrow tabI do and see two messages ( I have images that document this ). I click on one sent on XX/XX/XXXX, the approximate date that XXXX stated that communication was sent and there was the notification, buried in a place that I would not know to look and more importantly, NOT THE PLACE THAT THE LINK IN THE EMAIL TOOK ME TO. The link in the email that I received took me to my account inbox where I saw the acknowledgements of payments and other updates ( see attachment ). The escrow message was hidden in a separate tab and that message notification was NOT sent to me. I complained to XXXX about the fact that I did not receive ANY notification, no email to my personal email address and no message in my account inbox ( see attachment ). I also complained about the fact that the link in the only email I received to my personal email about an important message took me to my inbox and not the escrow messagesI inquired as to how a customer would know to check other locations for messages that would normally be in their Mr. Cooper inbox or in their personal emails. XXXX APOLOGIZED AND FLAGGED THE ISSUE FOR CORRECTION but the damage has already been done : again, due to lack of timely/effective communication, I am once again behind the XXXX XXXXl, trying to catch up and recover and pay {$3000.00} a month. \n\nI understand that owning a home is a responsibility and I accept that responsibility fully, including making my mortgage payments and also maintaining my home. So, any extra monies that I have or receive, I put into the upkeep and maintenance of my home, plumbing, wiring, ventilation, etc., to increase equity and resale value. Timely communication would allow me to make the decision to take those funds and apply them to the escrow deficit. In the summer of XXXX, I XXXX XXXX XXXX and took those funds and updated plumbing and out of code wiring ( to prevent fire ), repairs the previous owner did not complete. Had I known before XX/XX/XXXX of the impending shortage in my escrow account, I could have used the XXXX XXXX XXXX XXXX XXXX to completely cover that shortage and the problem would have immediately been eliminated. And upon speaking with someone in XXXX, a subsidiary of Mr. Cooper at that time, the female representative actually told me that my escrow account went into deficit IN XXXX ( XXXX had notification in XXXX as the escrow deficit was noted in THEIR electronic database ). So, my question to her then was, if the company KNEW in XXXX, why wasnt I told in XX/XX/XXXX? She said because they dont do the ANALYSIS until XXXX. Customers could receive a courtesy email indicating that there may be a change in mortgage amounts to possible shortage in escrow accountsother companies that are much smaller send out email communications well in advance when their rates are about to change and continue to send reminders up until the change. COMMUNICATION/WITHHOLDING VIABLE INFORMATION, that is my concern. \n\nXX/XX/XXXX EDIT/ADDITION : I have also changed insurance companies as an increase in coverage costs was identified as one of the primary reasons for the increase in my mortgage payments. I switched to a much lower insurance ( over {$1000.00} less per year ) in hopes that that will assist in decreasing my mortgage payments. I deposited the premium of {$2600.00} as soon as I received it from my previous insurance company ( it is noted on my payment activity with Mr. Cooper ). I also intend to pay the remaining XXXX balance tomorrow, Friday, XX/XX/XXXX, which will leave me with XX/XX/XXXX to pay. I am hoping that the lower cost in insurance will assist in bringing down the XX/XX/XXXX payment as I will be calling in to Mr. Cooper as soon as tomorrow 's payment clears to ask for an escrow analysis/review ( this is what I was instructed to do by XXXX ' two weeks ago, XXXX XXXXXX/XX/XXXX ). \n\nI just received a message yesterday to my personal email from Mr. Cooper telling me that I had a message from them. I log on to the website, go to the inbox again and see NOTHING. I complete a ticket to have the issue resolved ( because apparently it was not resolved when I complained to XXXX previously ) and I receive an email this morning, XXXX XXXXXX/XX/XXXX, telling me that I have a new secure message from Mr. Cooper. Below is a partial view of what I saw in my personal email inbox : New secure email message from Mr. Cooper Click here by XXXX XXXX XXXX to read your message. \nAfter that, open the attachment. \nMore Info I clicked on the Click here link and was taken to a log in encryption page where I had to create a password ( separate from the one I have with Mr. Cooper ). It then takes me to an encrypted message inbox that tells me they have attached the following document ( s ) that I requested on XX/XX/XXXX ( I actually requested it yesterday, Wednesday, XX/XX/XXXX ). I THEN had to click ANOTHER link which took me to the Mr. Cooper log in page. I click on the re-direct notification and it FINALLY takes me to my account page. I click on my message/inbox and see the following message : Thank you for contacting us. We have sent a copy of the monthly statement to the email address we have on file for you, etc. I double back to my personal email and see that they have attached to the message at the bottom of the email. However, there was no notification/notice anywhere in my Mr. Cooper messages/inbox XXXX It is confusing and frustrating to continue to receive emails telling you that you have a message only to log in to the company message center and not have one. And the only reason I received this one today is BECAUSE I CREATED AN ERROR TICKET. In addition, the statement that I just received indicates an inflated amount, including the XX/XX/XXXX mortgage payment, which is not due yet, bringing my total due to over {$7000.00} -- whyyyy?? It is not due yet, why include it in my total due?? To add and cause additional stress?? I promise you, I am doing my best to stay on top of this and catch up but sincerely, their method of communication is sorely lacking : they are not ( communication is hidden or just not occurring ). This failure to communicate/communicate in a timely manner is what is causing me more stress and MORE financial difficulty. I am on XXXX XXXX XXXX XXXX which is the only reason I have time to attempt to track down information but normally, I am at work and need to be able to access information quickly, make the necessary payments, etc., and continue my work day. As you can see, this is problematic because one, communication is not prompt and two, because their phone tree is absolutely RIDICULOUS and requires 30-45 minutes of attempts to get through to a humanI can not do this at work ( every agent that I have spoken with has stated that they have had several complaints about the phone treeFIX IT THEN, you are customer-facing!! ). I have screenshots that show empty inboxes and screenshots of the emails that I have received to my personal email address as well as pictures of my Mr. Cooper inbox/message center ( which is emptyI can not delete from that inbox so the fact that it is empty indicates that there has been no communication ). I make agreements and arrangements each time I call ( EVERY TWO WEEKS to make a payment ) I just need and want timely communication so that I can continue to act in a timely manner to this urgent situation. \n\n**the attached documents show my personal email filing system for Mr. Cooper XXXX I open and track all communication so that I can stay abreast of information. They also show an example of the email ( s ) from Mr. Cooper that indicate I have a message and then, show the empty Mr. Cooper inbox/archived messages with no information regarding a deficit in my escrow account or resulting increase in my mortgage payments. I have also attached a photo of the messages in the escrow tab which SHOULD be IN my inbox but are not. I have also attached my current Mr. Cooper inbox which shows my error ticket request. FINALLY, the last attachment shows my dedication to getting my account current and demonstrates my payment activity** My asks : *Determine if there is a means of notifying customers about possible changes to their mortgage payments during tax assessment season ( XXXX or whenever ) they get notifications, send out blanket emails that matter instead of the ones that contain incorrect information. \n\n*Use customers ' Mr. Cooper inbox to communicate with customersthat is what it is for and that is where customers look for information regarding their account. \n\n*Streamline the phone treeit is discouraging customers from calling which is unfair and preventing timely communication from customers due to the wait. \n\nPlease and thank you!","date_sent_to_company":"2025-02-20T18:11:45.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"48076","tags":null,"has_narrative":true,"complaint_id":"12152082","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-02-20T17:10:33.000Z","state":"MI","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Cooper stating that I had a message and to click here to read my message. When I clicked the link, it took me to my Mr. Cooper inbox and the most recent message I saw was one acknowledging my payment of {$2500.00} on XX/XX/XXXX. I mentioned this to XXXX who then asks what else I see."]},"sort":[14.647003,"12152082"]},{"_index":"complaint-public-v1","_id":"2549069","_score":12.170958,"_source":{"product":"Debt collection","complaint_what_happened":"I lost my job due to no fault of my own and my unemployment ended a month before I was able to find even a part time job, so of course my credit cards fell behind by a couple of payments. Because I am twice widowed, have no financial help savings and investments and have XXXX a month in bills, only bringing home XXXX a week or less in income and my employer will not allow me to work overtime or a second job, can not pay anything until I have it to pay. Capital One is now adding extra fees and breaking the FDCPA laws by harassing me by phone and email numerous times a day when I have told them 3 times to \" cease and desist '' all phone and email communications and only contact me by mail and have also filed a complaint with the FTC in writing which they ignored and then sent XXXX emails and called me today again!!! Their kind think they are above the laws!!! Please enforce the laws on them!!! Complaint I filed with FTC and emails Cap one sent after phone number and time of most recent call below ; Complaint to FTC Do Not Call about Cap 1 c/c calls. XXXX XXXX / XXXX / XXXX This number XXXX is continuing to call and harass me after I lost my job and so fell behind on a couple of payments. I contacted the company and told them I would make a payment as soon as I am able to and to not call me by phone, only mail, as I only have a prepaid phone which only has XXXX minutes left on it and I need them for emergency, son and XXXX XXXX and old parents in their XXXX 's!! They are using my minutes with their calls. So please pass this \" XXXX and XXXX '' on to them for me, can only contact me by mail and I will pay as I can. If I receive any more calls or emails will also file complaints with IL Attorney General and CFPB!! Call today XXXX / XXXX / XXXX from XXXX with message at XXXX . XXXX emails received XXXX / XXXX / XXXX within minutes of each other, have saved if you need copies ; XXXX / XXXX / XXXX XXXX ( XXXX email ) Unfortunately, we are unable to provide you access to our online banking system. XXXX This is normally caused by XXXX of the following : Multiple failed login attempts Inaccurate account information Unusual account activity Login from an unrecognised device Please login to your account by clicking the link below which will allow you to restore full access. Untill you do so you will not be able to access any of our online banking features. Login to get Started We apologise for the inconvenience this may have caused however this is a security feature designed to protect your details and should only take a few minutes to complete. XXXX Your Capital One Team XXXX / XXXX / XXXX XXXX am ( XXXX email ) You have payment options to bring your account up to date. XXXX Re : Your account ending in XXXX XXXX XXXX , We understand things happen, and its easy to fall behind on payments. Were here to help. Take a look at some of your options : To bring your account up to date, make your minimum payment of {$190.00} by XXXX XXXX , XXXX . If you cant quite make that payment, you can make a lower payment amount of {$63.00} by XXXX XXXX , XXXX . This amount wont bring your account up to date at this time, but it will prevent your account from becoming more past due. We also have flexible payment options that let you split payments up over a few months. To find out more, please give us a call at XXXX and have XXXX ID XXXX ready so an agent can serve you more quickly. XXXX XXXX Free Ways to Pay : PAY ONLINE Sign in to your account. XXXX CALL XXXX XXXX : XXXX XXXX p.m. XXXX XXXX : XXXX XXXX p.m. ET SEND A CHECK Capital One Services, XXXX XXXX . XXXX XXXX XXXX , NC XXXX XXXX / XXXX / XXXX XXXX am ( XXXX email ) Make a Payment Re : Your account ending in XXXX XXXX XXXX , We wanted to let you know your account is currently past due. We also want you to know were here for you. XXXX If you make your minimum payment of {$170.00} by XXXX XXXX , XXXX , your account will be up to date. XXXX If youre unable to make this payment, please give us a call at XXXX and have XXXX ID XXXX ready so an agent can serve you more quickly. We can explore other solutions, such as our flexible payment options that let you split payments up over a few months. XXXX XXXX Free Ways to Pay : PAY ONLINE Sign in to your account. CALL XXXX XXXX : XXXX XXXX p.m. XXXX XXXX : XXXX XXXX p.m. ET SEND A CHECK Capital One Services, XXXX XXXX . XXXX XXXX XXXX , NC XXXX XXXX a Payment","date_sent_to_company":"2017-06-14T14:43:18.000Z","issue":"Communication tactics","sub_product":"Credit card debt","zip_code":"62959","tags":null,"has_narrative":true,"complaint_id":"2549069","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-06-13T17:05:48.000Z","state":"IL","company_public_response":null,"sub_issue":"You told them to stop contacting you, but they keep trying"},"highlight":{"complaint_what_happened":["XXXX This is normally caused by XXXX of the following : Multiple failed login attempts Inaccurate account information Unusual account activity Login from an unrecognised device Please login to your account by clicking the link below which will allow you to restore full access. Untill you do so you will not be able to access any of our online banking features."]},"sort":[12.170958,"2549069"]},{"_index":"complaint-public-v1","_id":"14347859","_score":11.786911,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have email and other documents supporting every reference to a dated document in this complaint. Because they have some personal info, I didn't include them here per CFPB request. If requested, I can send any/all of them. \n\nI was a banking customer of Juno Finance, a XXXX company that used the now bankrupt XXXX XXXX XXXX as a 'middleman ' between Juno and banking partners. I understand that the CFPB has filed a statement of interest in the XXXX bankruptcy case, indicating their belief that XXXX XXXX have violated the Consumer Financial Protection Act. I am writing to provide a personal statement regarding the financial harm I have experienced, and the inordinate amount of time consumed writing letters and finding/gathering information, as a result of the account disruptions tied to XXXX XXXX XXXX and XXXX associated partner banks and fintech platforms. \n\nSome of the wording here has been aided by a template provided by a non-profit group that has been providing advice to those of us who have had funds frozen and/or funds lost throughout this event, but I have modified much of it to better provide details of my own experience. \n\nKey dates : XX/XX/XXXX : Opened interest-bearing checking account with Juno XX/XX/XXXX : Activated Debit Card, ( \" issued by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX ( 5 days later ) : email from Juno, \" Important Update to your Account '' This XX/XX/XXXX email, which reiterated the FDIC protection XXXX to $ XXXX balances, says that \" We '' ( as in Juno ) will be transitioning from checking accounts to cash management accounts, and a brokerage account at XXXX XXXX XXXXXXXX XXXX XXXX established on my behalf. Funds in my checking account would transitioned to the brokerage and then to XXXX of XXXX \" XXXX '' banks ( none of which listed was XXXX ). This transition would take several months, and account numbers, original debit card, and all functionality would be unchanged for end users ( \" seamless '' ), and we will be notified when the transition is complete. \n\nAt the end of the email, there was a sentence reading, \" Please click here to review the Notice ''. In addition to this XX/XX/XXXX email, I can provide a copy of the Notice behind that \" click here '' link, which apparently was opportunity for the customer opt-out. This document is currently at the link XXXX XXXX XXXXXXXX and has a paragraph at the end of page XXXX stating : \" Your participation in the Program will commence only upon the Program Effective Date and any funds you deposit in your checking account prior to the Program Effective Date will not be potentially eligible for enhanced FDIC insurance above {$250000.00} coverage under the Program. '' I can not be certain that that paragraph was in that document at the time of the email. As of receiving this email, I had been a customer for 2.5 weeks and had a debit card for 5 days. I feel that by burying the access link of this 4-page document at the bottom of the XX/XX/XXXX email, telling me that my new FDIC-insured checking account was about to be managed differently to provide up to $ XXXX FDIC XXXX, but XXXX must be transferred to any number of XXXX program banks via a new XXXX XXXXXXXX account, was deceptive and irresponsible. \n\nXX/XX/XXXX : Important Update ( from Juno ) - Temporary Disruption of Services Juno says that they were contacted by XXXX about a disruption in XXXX transfers, wire transfers, and card transactions. \n\nXX/XX/XXXX : Update on Banking and Card Services ( from Juno ) \" Currently, XXXXXXXX XXXX XXXX XXXXXXXX has frozen all card payments. '' Next paragraph has a reiteration of the FDIC protection ( with no mention of customers who deposited funds prior to the new program date not being eligible ) : \" As stated in all brokerage account agreements, customer funds in the XXXX XXXX XXXX are deposited in a network of member FDIC banks. Funds held in these banks are eligible for FDIC insurance up to {$250000.00} for each individual account. Additionally, funds held with XXXX XXXX also have XXXX insurance up to {$500000.00}, including {$250000.00} for cash, for each individual account. '' Then Juno refers us to the XXXX XXXX XXXX XXXX XXXX XXXXXXXX, regulator of XXXX, and recommended filing a complaint to XXXX XXXX XXXXXXXX, which I did, where I received a confirmation with no other Federal Reserve communication since . \n\nXX/XX/XXXX : Latest Updates on Banking and Card Services ( from Juno ) This email is the first of many emails where Juno has become XXXX 'd up ' This email contains summary info that Juno XXXX learned from XX/XX/XXXX, which includes information that was not previously communicated to us. For example : \" On XX/XX/XXXX, we were notified that XXXX XXXX, Member FDIC, halted XXXX processing for all XXXX XXXX accounts, and that XXXX XXXX XXXX XXXXXXXX, Member FDIC, would now process XXXX transactions on behalf of XXXX XXXX. Juno 's end users hold accounts with XXXX XXXX. '' ... this left me wondering, why was XXXX Bank processing ACH transfers anyway? ... Wasn't XXXX doing that from the beginning? And I thought the XXXX XXXX accounts were a means of transferring user funds to some combination of the XXXX \" Program Banks '', and the original intention was not to \" hold accounts with XXXX XXXX ''. So then, my funds were in XXXX transfer brokerage limbo for 7 months, and never made it to any of the XXXX program banks? \n\nThis is the first of many Juno emails that stress that Juno does not and has not ever held customer funds, and in fact, do not even know where customer funds are/were held. But in this email, they said XXXX XXXX holds the accounts. Regarding the next emails from XXXX about its reconciliation, Juno directed them to me because \" The only information made available to us concerning end-user balances at this point has been provided by XXXX via the trial balance report dated XX/XX/XXXX. According to this report your funds seems to be held at XXXX XXXXXXXX XXXX XXXXXXXX. '' So at times, Juno does not know where our funds are held, yet at other times, Juno says they are held by XXXX XXXX, but at other times, Juno says they are held by XXXX.. \n\n\nXX/XX/XXXX from XXXX : Process to return XXXX XXXX End User Funds : An email with procedure for getting your funds back from XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX from XXXX : Return of XXXX XXXX 's End User Funds An email with my unique claimant number and explanation of the procedure to claim my funds XX/XX/XXXX My XXXX Reconciliation : XXXX payment = {$0.00} XXXX XXXX XXXX = {$1700.00} My actual frozen checking account balance is {$1700.00}, but this process informs me that XXXX does not have it. XXXX had an appeal process, which I applied for and was denied. \n\nFrom XX/XX/XXXX thru XX/XX/XXXX : Juno provided updates on everything related to the issue, including XXXX bankruptcy trustee hearing dates and status reports, but have stopped all communications as of XX/XX/XXXX, even prior to the bankruptcy case conclusion. I do still have access to my Juno account online. It shows my balance. I paid taxes on the interest in my XXXX income tax return, even though account was frozen for the final 7 months of XXXX. \n\nXX/XX/XXXX, I sent an email to XXXX XXXX, XXXX for XXXX XXXX XXXX XXXX XXXX bankruptcy, to which I received no response, of course. My most critical complaint from information derived from the status reports, was that partner banks do not appear to have been compelled to cooperate with XXXX another in this bankruptcy process, and it appears that many of them did not even contribute to the proceedings at all. Also, XXXX information divulged to the court appears to have been simply accepted in good faith. So the final conclusion was that XXXX of millions of dollars are missing, and there is not enough money to go around to pay for the investigative accountants, much less to pay the victims back.","date_sent_to_company":"2025-06-28T09:14:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"379XX","tags":null,"has_narrative":true,"complaint_id":"14347859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CapitalJ Inc. dba Juno","date_received":"2025-06-28T09:04:38.000Z","state":"TN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["At the end of the email, there was a sentence reading, \" Please click here to review the Notice ''. In addition to this XX/XX/XXXX email, I can provide a copy of the Notice behind that \" click here '' link, which apparently was opportunity for the customer opt-out."]},"sort":[11.786911,"14347859"]},{"_index":"complaint-public-v1","_id":"10616578","_score":10.611567,"_source":{"product":"Credit card","complaint_what_happened":"Good evening, On the XXXX of XXXX, XXXX, I was rear-ended while driving a rental car in XXXX, XXXX. Upon my return, to the XXXX, I immediately filed a claim under the insurance provisions of my Chase credit card. It should have been a simple claim : I rented a car with my Chase Sapphire card ; that card provided for full rental car protection. XXXX charged the damages ( {$1800.00} ) to that same card. I have provided, over the past 14 months, every piece of documentation available to the company handling the claim ( XXXX )- and every time I have done that, I receive the same \" canned '' message asking for the same information I have already provided. \n\nI sent all required documents three timesnow. Each time, I received the same reply ; a copy of the original request, and a statement claiming, \" ... all documents are reviewed within XXXX business days of our receipt '' - albeit that was accompanied by a notice that, \" we are experiencing longer than normal claim processing times ''. Finally, after writing you for the 4th or 5th time, I received a message again stating, \" A claims examiner will be reviewing your information and contacting you within 5 business days to outline the next steps of the process. \" That \" examiner '' never contacted me, and I have not heard a word from them since then. \n\nIt is clear to me that they have no intention of paying the claim ; it seems they are hoping that, because it is small, I will just forget about it and go away. That's not happening. I am contacting you, the Consumer Financial Protection Bureau, and hoping you can be more effective than I have been. I tried to be patient, but their promises ran out of excuses a long time ago. \n\nYours very truly, XXXX XXXX XXXX ( correspondence below, including documents ) ________________________________________ XXXX XXXX Claims Center - Claim XXXX Thu XX/XX/XXXX XXXX XXXX Your claim number : XXXX Thu XX/XX/XXXX XXXX XXXX Your claim number : XXXX A claims examiner will be reviewing your information and contacting you within XXXX business days to outline the next steps of the process. \nReminder : your claim will be eligible for coverage if the terms and conditions as outlined in the guide to benefits provided by your issuing bank are met. \nAt any time, you can check the status of your claim by returning to the existing claim section of the site. If you have any questions or need assistance please Contact Us. \nClaim Details Incident Information Claim Reason : Collision with other vehicle Date of Incident : XX/XX/XXXX Incident Country : XXXX Incident State : Benefits Payment To : Claimant Rental Details Rental Contract Start Date : XX/XX/XXXX Rental Contract End Date : XX/XX/XXXX Vehicle Type : Passenger Car Description of Incident : I was driving in XXXX, and when I came to a stop I was rear-ended by the driver behind me. \nPersonal Information First Name : XXXX Last Name : XXXX Email Address : XXXX Phone Number : ( XXXX ) XXXX Below is a list of file names that you uploaded in the previous step. These documents will be reviewed by a claims examiner in order to process your claim. However, during the course of our investigation and evaluation of your claim, it may be necessary for us to request additional documentation. Reminder : you are responsible for obtaining all the necessary documentation within the timeframes.\n\nUploaded Documents Budget rental agreement.pdf XX/XX/XXXX ______________________________________ Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Wed XX/XX/XXXX XXXX XXXX .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. \nFor faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. \n\n\nAbout your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX ______________________________________ _Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Thu XX/XX/XXXX XXXX XXXX .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for XXXX your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. \nFor faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you XXXX hours a day, 365 days a year. \n\n\nAbout your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX _____________________________________ _Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Sat XX/XX/XXXX XXXXXXXX XXXX .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for XXXX your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. \nFor faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. \n\n\nAbout your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX _____________________________________ Benefit Claim Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Once again, here is the information you requested regarding Benefit Claim Number : XXXX ESTIMATE : As provided by and already paid to the rental car company : Benefit Claim Number : XXXX XXXX ISK converted into XXXX USD POLICE REPORT : There was no police report, as the XXXX police would not come unless someone was injured. There were no injuries. \n\nCREDIT CARD BILL : Below : Benefit Claim Number : XXXX I believe this has all been provided to you previously ; please let me know how soon this can be processed and my credit card account be reimbursed. I am paying considerable interest on the charge while awaiting your payment. \n\n\nXXXX XXXX XXXX ______________________________________ Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : XXXX XXXX XXXX XXXX XXXX .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX XXXX Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. \nFor faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. \n\n\nAbout your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX _____________________________________ Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX XXXX Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. \nFor faster service, you XXXX check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. \n\n\nAbout your claim Claim Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX _____________________________________ Dear XXXX XXXX, Thank you for your email. Your claim has been noted with the information provided. You should receive an update on your claim from the assigned examiner once the information has been reviewed. \n\nRegards, XXXX XXXX. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Card Benefits Services Request Claim Number XXXX Good afternoon, On the XXXX of XXXX, XXXX, I was rear-ended while driving a rental car in XXXX, XXXX. Upon my return, to the XXXX, I immediately filed a claim under the insurance provisions of my Chase credit card. \n\nAfter receiving your request for documentation, I sent all required documents to you... three times, now. Each time, I received the same reply ; a copy of the original request, and a statement claiming, \" ... all documents are reviewed within 5 business days of our receipt '' - albeit that was accompanied by a notice that, \" we are experiencing longer than normal claim processing times ''. I can understand all of that ... but seven months? There is no reason for this claim to be delayed any further - other than simply wanting to delay it ; I have been stuck with almost {$2000.00} on my credit card bill that should have been reimbursed a long time ago. \n\nPlease process this claim promptly and fairly, and let 's get this completed. \n\nYours very truly, XXXX XXXX XXXX","date_sent_to_company":"2024-10-29T12:58:09.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"75042","tags":"Older American","has_narrative":true,"complaint_id":"10616578","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-10-29T04:01:37.000Z","state":"TX","company_public_response":null,"sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["For faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year."]},"sort":[10.611567,"10616578"]},{"_index":"complaint-public-v1","_id":"7574054","_score":9.256444,"_source":{"product":"Credit card","complaint_what_happened":"I forgot my password for my Capital One account and they would not reset my password without sending a copy of my Photo ID. I was not willing and since I could not access my account I stopped using the card. They eventually closed my account but keep sending me emails about my account. They said my email is still attached even though the account is closed. They will not stop sending me emails. \n\nYou are now connected and chatting with XXXX. \nXXXX, Hello, this is XXXX, and welcome to our Capital One secure chat service! This chat will be monitored and recorded. \n\nPlease Note : Your chat window may be pushed behind your browser window while navigating our site. If your open chat window is lost, you should be able to locate it again by minimizing any other open browser windows. \nWe have not heard from you. Do you wish to continue to chat? \nWe have not heard from you. Do you wish to continue to chat? \nYou, Hi XXXX, I keep getting emails from y'all but you cancelled my account a few years ago due to lack of use of the card because you would not let me reset my password without sending you my Photo ID. I was not willing to do that so eventually my credit card was closed. Now you won't stop sending me emails. \nXXXX, Good afternoon! Glad to have you on chat. \nLet me just gread through your response. \nYou, The emails don't have a do not subscribe link. \nXXXX, Thank you for bringing this to our attention. I completely understand where you are coming from. \nYou, can you just remove my email from future spam? \nXXXX, Let me check your account here so I can further check how we can best opt out on those e-mail notifications that you're receiving. \nI surely can. What's your e-mail address please? \nYou, XXXX XXXX, Just for me to make sure I am doing the right process for this, you're receiving marketing e-mails from Capital One is that right? \nYou, All emails, it seems like the ones I get consider me a customer still. \nXXXX, Got it. \nOne moment please You, Thank you. : ) XXXX, First, I am making sure that you're not getting any marketing e-mails from Capital One. You're most welcome! \nIve updated your preferences and your request will be processed immediately. Your decision will not apply to campaigns that are currently in progress. \n\nYou have opted out of receiving marketing emails, but you may continue to receive them for the next 10 business days but rest assured after that, you should not receive any marketing e-mails from us. \nSecond, you mentioned you had an account with us. Are you also receiving alerts about that account on your e-mail? \nYou, I got an email to update my account to add texts to avoid fraud XXXX, That's noted. \nYou, XXXX XXXX XXXX Regarding your Capital One account ( s ) Fraud happens fastget notifications ASAP XXXX XXXX XXXX, We noticed youre not currently set up to receive important account alerts via text from us. \nXXXX, I will need to locate that account to make sure we stop those e-mail notifications your receiving about it. \nYou, Great. \nXXXX, Thank you for sharing that. \nTo best assist, I'll just have to verify some information from you so that I can search your account and further help. Okay? \nYou, Sure XXXX, I appreciate it. \nI'll send a secured form here on our chat box. Please click Validate identity below, fill out the information requested and hit submit. \nJust received it. Thank you XXXX. \nYou, The address will be different due to my moving. \nXXXX, That's noted. Thank you I'm now searching for the account. Please stand by. I will get back to you as soon as I have it pulled up. \nYou, Thanks. \nXXXX, You're most welcome. \nYou, Username was probably XXXX XXXX to Remember. \nXXXX, That's fine hun. \nI now have your XXXX account card ending in XXXX. What I noticed on this account is though you haven't used this, you still have your e-mail address attached to it that's why you're still receiving e-mail notifications. \nYou, Interesting. : ) XXXX, Yes so I am checking here the best way for me to make sure this e-mail is removed on your account. \nMay I place you on a brief hold for around 3-4 minutes? \nYou, Yes, thank you. \nXXXX, I greatly appreciate you working with me. Please stand by thank you You, You are great to work with. \nXXXX, Oh that's so sweet of you. This keeps me motivated for the whole day! \nSo what I am now doing is sending this issue with our support group. Kindly stand by for me. \nYou, XXXX XXXX, Thanks for holding. We're currently now reviewing the account. \nThanks for patiently waiting. I need to ask for you for one more favor. In order for me be able to completely remove the e-mail from the receiving these account alerts, I need to do a verification on my end. \nI hope you still have time for this. Please bear with me. I need to perform some additional verification by sending you a code via text message. May I please have your mobile number? \nYou, XXXX XXXX, Thank you so much. \nI'll try sending a 6-digit code to XXXX. If ever that system won't let me use it, then I may need to try another verification method. \nDisclosure : By providing your mobile number, you consent to receive a one-time text message containing a six-digit code to validate your account. Message and data rates may apply. \n\nYou authorize your wireless carrier to use or disclose information about you and your wireless device, if available, to Capital One or its service provider for the duration of your business relationship, solely to help identify you or your wireless device and to prevent fraud. See our Privacy Notice for how we treat your data. \nI've tried sending the code to XXXX but my apologies, I am unable to use it yet for this request. Sometimes this may happen when number is not saved on the account or name/address from mobile carrier does not match the account. \n\nI'll need to try another verification method for this. \nYou, I have a different number now than I used to, that is what caused the whole issue to begin with. \nXXXX, I understand. And that number 's still on file. But this is only for a one time verification so we can get this done. \nI will need to perform some additional verification using a picture of your ID. Its secure and easy to complete. \n\nYou will need : A valid state-issued ID or government-issued drivers license. A cell phone or tablet that can receive text messages and take pictures. \n\nI will send a link via text message to a number of your choosing to XXXX. \nYou, Ha ha. That is why you lost my business. I guess I may just have to file a complaint with the FCC. Not your fault. \nXXXX, I just want to ask first, will it be okay for us to go this verification method? \nYou, Heck no! I explained that in the beginning of this text. \nXXXX, I'm sorry but though I am working with Capital One. As a customer myself, I do understand where you're coming from. \nXXXX XXXX You, I will provide the FCC proof that I have asked Capital One numerous times to stop harassing me and spamming me and that you won't stop. \nXXXX, One moment please. \nI do understand your point. On our end, even though this is a close account and an old one, before we can make any other changes, we are always required for additional verification. We always would love to ensure that we're on top of our customer 's security. \n\nI also reached out to our team regarding this and this is only for a one time verification. Once completed, we can completely remove the e-mail on the account and this is all done. \nYou, Do you understand how stupid I would be to send me a copy of my ID to stop you from sending me unwanted emails? That is insane! \nXXXX, But I do understand you're decision not to push through on this. I'll leave a note on your account just in case you reach back to us. I was able to stop the marketing e-mails. \nYou, I will be filing a complaint with the FCC. \nXXXX, I do get your point. ID verifications here are not seen by any agents and is reviewed automatically. But again, I won't force you to do something you're not comfortable with. \nYou can also reach our account experts on phone if you have time to check for other available options we have to get the e-mail removed. Here 's our hotline : XXXX, open 24/7","date_sent_to_company":"2023-09-19T19:57:29.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"84010","tags":null,"has_narrative":true,"complaint_id":"7574054","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-09-19T19:50:44.000Z","state":"UT","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Here 's our hotline : XXXX, open 24/7"]},"sort":[9.256444,"7574054"]},{"_index":"complaint-public-v1","_id":"2814554","_score":8.661151,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I made a purchase through XXXX that was financed through a credit card provided by Barclay 's. \n\nOn XX/XX/XXXX, I logged into the Barclay 's card portal to setup the recurring payments to ensure that the card was paid promptly and for more than the minimum amount each month. On this date I setup a recurring monthly payment to occur 3 days prior to my billing cycle which occurs on the XXXX of each month with the first bill cycle to occur on XX/XX/XXXX. \n\nIn addition, due to confusing language about when this takes affect or could take affect, I also made an initial payment of XXXX dollars to cover any limitations of the Barclay 's automated payment system. \n\nOn the XX/XX/XXXX I was hit with a late fee for not making a payment on my card. \n\nI contacted Barclay 's identifying that I had setup both recurring payments and an initial payment on this card and that not only did I need the late fee removed ( not waived because it should have never been applied ) but I want verification that no negative action would be taken by Barclays. This communication has taken place through their portal between XX/XX/XXXX and XX/XX/XXXX. \n\nBarclay 's waived ( not removed ) the late fee but refused to verify that this would not be reported to the credit bureaus. I notified Barclay 's on the XX/XX/XXXX that I would then forward this concern to the CFPB for further investigation. \n\nI do not recall the exact messaging of their recurring payments but as evidenced by my initial manual payment of XXXX dollars plus the setup of the recurring payment for XXXX dollars per billing cycle I made a reasonable attempt to work within their system 's constraints ( Constraints that are arbitrary and appear to be at odds with the Credit Card Accountability Responsibility and Disclosure Act of XX/XX/XXXX). It is unreasonable for an automated electronic system to require more than 21 days for a recurring payment to take affect. \n\nHere is a copy of the transcripts of the communication : Customer XXXX XXXX via XXXX XXXX XX/XX/XXXX XXXX XXXX Barclay Customer support, Unfortunately, the messaging that you have is not clear and as evidenced by the initial payment and setup of the recurring payments I performed, I did attempt to pay all components timely. It is clear I was attempting to jump through the hoops Barclays has setup in an effort to trip up their borrowers. It is unfortunate that Barclays has taken this tactic against its borrowers and the persons it has issued credit to. \n\nI fully understand that the FFIEC requires all banks to report accurate information on credit bureau reports. \n\nHowever, my concern is that the way this system appears to be setup would violate the Credit Card Accountability Responsibility and Disclosure Act of 2009. I understand that Barclay 's is choosing to not take responsibility for what is clearly a problematic system and my actions with Barclay indicate clearly my intention to pay promptly and on time. \n\nIt would make sense given Barclays desire to shed responsibility to forward this concern over to the Consumer Financial Protection Bureau. \nResponse Customer Service via Email XX/XX/XXXX XXXX XXXX Dear XXXX XXXX : Thank you for contacting us regarding your Barclaycard XXXX Signature with XXXX Rewards. We can certainly address your inquiry regarding the activity on your account. \n\nWe apologize for any concern, after review of your account, we are pleased to inform on XX/XX/XXXX we waived the {$27.00} late fee that posted on XX/XX/XXXX. This credit will reflect on your next statement. It can also be viewed online once it has posted to your account by selecting the Activity & Statements ' menu and clicking the 'Transactions ' option. From there you can choose to view Posted transactions or Temporary authorizations and can filter the time frame by using the drop down menu. \n\nOur records indicate you enrolled in our repeat payment program on XX/XX/XXXX. When setting up repeat payments we advise it will take up to one billing cycle to begin and that you will need to manually schedule the current months payment. We can confirm that this alert is displayed within the provided disclosures when finalizing the repeat payment process. Where no payment was manually entered, your account went past due. \n\nPlease note that our payment system only initiates payments after your statement closing date. Currently your statement closing date falls on the XXXX of every month. Where your repeat payments were initiated on XX/XX/XXXX your first repeat payment could not be set up until after XX/XX/XXXX when your next billing cycle closed. We can confirm that your first repeat payment has been scheduled for XX/XX/XXXX. You can confirm this directly online by clicking the Payments menu and selecting the 'Payment activity ' option. The following page will show your 'Pending payments ' as well as your 'Past payments '. Keep in mind that our system will automatically modify your repeat payments to pay at least your minimum payment requirement. \n\nWe regret to inform you that we are unable to change the way we report to the credit bureaus and we apologize for any inconvenience this may cause. Please note we currently update your credit report monthly and it may take 30 days for the credit bureaus to update their records. While we do not report on a specific date, we typically update within a few days of your statement closing date. Our records indicate your closing date currently falls on the XXXX of the month. Please keep in mind, if the closing date falls on a weekend or holiday, your statement will close on the previous business day. Your payment due date will be the same day of each month and the payment will be due at least 21 days from the date the billing cycle closes. Please be advised that for fair banking procedures, the Federal Financial Institutions Examination Council ( FFIEC ) requires all banks to report accurate information on credit bureau reports. \n\nWe hope you find this information helpful and we thank you for your continued business. If you have any other questions or concerns, please reply to this message. \n\nSincerely, Customer Service Customer XXXX XXXX via XXXX XXXX XX/XX/XXXX XXXX XXXX No, this wasn't processed after the date of recurring payment. The recurring payment was setup on XX/XX/XXXX. The first date of recurrence would have been XX/XX/XXXX which is most certainly not before XX/XX/XXXX. You will see I did also submit an initial payment of XXXX dollars to ensure whatever shenanigans Barclays would try to pull would not be pulled. \n\nYou haven't waived any late penalty as I did not incur a late penalty due to your system 's fault and not the fault of the borrower in this case. \n\nPlease verify that this late-payment will be removed from this account and that no negative action will be taken by Barclay 's for the failure of the Barclay system. This verification is required for my records. \nResponse Customer Care via Email XX/XX/XXXX XXXX pm Dear XXXX XXXX : Thank you for contacting us regarding your Barclaycard XXXX Signature with XXXX Rewards. We can certainly address your concern regarding the payments on your account. \n\nAt this time, we can confirm that your recurring payments were successfully set up on XX/XX/XXXX ; however, as this was processed after the date that your recurring payments are automatically scheduled, the first recurring payment will not properly schedule until your next due date. A notification should have been displayed on the screen advising of this, and that a one-time payment would still need to be made by the due date, at the time that your recurring payments were setup. We can confirm that going forward, these payments will post monthly. \n\nPlease know, whenever payment is not received for at least the amount of the minimum payment due prior to the XXXX XXXX ET cut off time on your payment due date shown on the monthly statement, a late payment fee will be applied to the account. \n\nWe are pleased to inform you that we have waived the late payment fee in the amount of {$27.00} that posted on XX/XX/XXXX. This will lower your minimum payment due down to {$120.00}, and this credit will reflect on your account within 3 business days. \n\nWe also offer several email alerts that will help keep you informed about your account. To set up or change your account alert settings, you will need to click the 'Services ' tab that is located near the top of the page, then select the 'Alerts ' link. \n\nWe would like to thank you for being a part of our family of credit cards, and we hope you find this information helpful. If you have any other questions or concerns, please reply to this message. \n\nSincerely, Customer Care Customer XXXX XXXX via XXXX XXXX XX/XX/XXXX XXXX XXXX I have a recurring payment setup on my account. This should pull XXXX dollars towards the payment. Each month 3 days before the payment date, so this should have pulled on XX/XX/XXXX. \n\nI received an email stating that I am behind on my payments. This appears to be an error with the recurring payment function of the site. Please correct this and ensure my account is NOT dinged for any interest, late payment or other negative account status.","date_sent_to_company":"2018-02-14T14:51:39.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"80206","tags":null,"has_narrative":true,"complaint_id":"2814554","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2018-02-14T14:23:43.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Here is a copy of the transcripts of the communication : Customer XXXX XXXX via XXXX XXXX XX/XX/XXXX XXXX XXXX Barclay Customer support, Unfortunately, the messaging that you have is not clear and as evidenced by the initial payment and setup of the recurring payments I performed, I did attempt to pay all components timely. It is clear I was attempting to jump through the hoops Barclays has setup in an effort to trip up their borrowers."]},"sort":[8.661151,"2814554"]},{"_index":"complaint-public-v1","_id":"11230060","_score":7.2137337,"_source":{"product":"Debt collection","complaint_what_happened":"Date : XX/XX/XXXX Attention : XXXX Reference : XXXX Original Creditor : XXXX XXXX XXXX XXXX Account Number : Current Creditor : XXXX XXXX XXXX XXXX Subject : XXXXXXXX XXXX XXXX XXXX XXXX Balance : {$1500.00} Verification Notice in Response to Dispute Dear XXXX , We understand that you have some concerns about your outstanding debt from XXXX XXXX XXXX XXXX. We take your concerns seriously and always make an effort to resolve disputes in a fair and practical way. \n\n\n\nThe underlying account, which is the subject of this dispute, was established pursuant to a XXXXXXXX XXXX XXXX XXXX XXXXXXXX opened with XXXX XXXX XXXX XXXX which was used to help secure your tenancy at XXXX XXXX at XXXX. When you moved out, there were unpaid charges and so XXXX XXXXXXXX at XXXX submitted a claim to XXXX in the amount of {$1500.00}. XXXX reviewed the claim submitted and compared it to your lease agreement and bond contract in order to determine what was payable. \n\n\n\nJetty does not impose charges against you, and can not adjust the amount claimed by your property. If you would like to dispute the amount claimed, please contact XXXX XXXXXXXX at XXXX. If they agree to amend the claim, please forward that information to us via email at XXXX and we will be happy to share this with XXXX to reopen and review the claim. \n\n\n\nFor your records, please find the name and address of the original creditor below : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX We have reviewed the records for your account and can confirm the following details : Policy Number : Community Name : XXXX XXXX at XXXX XXXX Social Security Number : Bond origination date : XX/XX/XXXX Claim received date : XX/XX/XXXX Claim paid date : XX/XX/XXXX Amount of claim : {$1500.00} Current balance : {$1500.00} To further substantiate this debt, we have made copies of your original account documents available online for your review. These documents can be viewed by clicking the link below or visiting our self-service portal at XXXX. \n\n\n\nView Account Documents This response is being provided to you to confirm that our investigation has verified the accuracy of the above-stated facts relating to this debt. As verification has now been provided to you, we will proceed with the appropriate steps to recover this debt. \n\n\n\nIf, after reviewing the provided information, you believe that this account was opened and/or used fraudulently, you will need to complete the FTC Identity Theft process ( www.identitytheft.gov ) and send us a copy of the submitted report. You will also need to file a report with your local Police Department and provide us with a copy of the Police Report. These documents can be emailed to XXXX. \n\n\n\nIf you have any questions please email us at XXXX or call us at XXXX between the hours of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nCall us Call us Chat with us Chat with us XXXX XXXX Bounce AI , Inc . \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tel : ( XXXX ) XXXX ( XXXX XXXX XXXX ) XXXX This communication is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. \n\nCredit Reporting We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.\n\nStatement of confidentiality The information contained in this electronic message and any attachments are protected by the Electronic Communications Privacy Act ( 18 USC 2510-2521 ). The information is intended for the exclusive use of the addressee ( s ) and may contain confidential or privileged information. No representation is made on the accuracy or completeness of the information contained in this electronic message. Certain assumptions may have been made in the preparation of this material as at this date, and are subject to change without notice. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail and any attachment ( s ) is strictly prohibited. Please reply to the sender and destroy all copies of this message and any attachments from your system.We are required under state law to notify consumers of the following rights. This list does not contain a complete list of the rights consumers have under state and federal law.\n\nIf you wish to stop receiving updates regarding your debt from Bounce AI, please unsubscribe here To read the Privacy Policy, browse to finbounce.com/privacy-policy. \n-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/XXXX, XXXX XXXX I am being charged fraudulently for blinds that were broken and never replaced when I moved in. I am being charged for repairs that didnt exist. And I am being charged for an extensive cleanups. I was not given back my deposit and when I asked why, I was told the deposit would be used to pay for me terminating my lease early, after I was told I would not be charged for terminating my lease because I purchased a home. I conducted a walkthrough with the property manager and maintenance manager. They assured me that the apartment was in tip top shape and everything is good. I know that it is illegal to withhold a security deposit for false claims. However this over bloated mass of charges is an assault on my character and my credit score. Please make this right. If I dont hear back with a response by XXXX XX/XX/XXXX, my immediate next action is to hire a lawyer and file a report with my corresponding law enforcement agency. Thank you Charges for rent and damages -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Good day XXXX XXXX, Last year I was living at the cove at XXXX. I had been in apartment XXXX since XXXX of XXXX. I was looking to buy a house at the time to renew my lease. I asked the property manager about breaking my lease if I found a house quickly. She told me that if I buy a house, all I have to do is show a letter from my lender and I wont have to pay to break my lease. She convinced me to sign another lease for XXXX year. I asked for the lease fee waiver in writing but I never received it. \n\nI found a house before the lease was up and informed her that wed be moving. She told me that I have to pay a fee of {$1500.00} to break the lease. I reminded her about what she said about the lease fee waiver and she rudely said youre going to pay me and thats it. She then said that she would use my jetty bond to pay the fee and as long as I leave the apartment in good condition, I would not have to pay anything out of pocket. I have never dealt with a renters security bond before, so I took her word for it. I was overwhelmed and didnt think to confirm the fee which is only XXXX months rent as per the lease. \n\nI closed on my house in XXXX of XXXX and informed the property manager that we would be out before XX/XX/XXXX. A few days before we moved out we emptied and cleaned our apartment, the property XXXX ( I think her name is XXXX but I'm not sure ) and XXXX XXXX came to do the walk through with me. She and XXXX XXXX agreed that the apartment was in very good condition and no damage was done. She took pictures as she did the inspection. We moved out before XX/XX/XXXX. \nI paid XXXX XXXX extra money to cover the lease breakup fees after I moved. \n\nMonths later I started getting calls from a collection agency, the XXXX XXXX and Bounce AI. I am being charged the {$1500.00} for damages to the apartment and the XXXX at XXXX is charging me approximately {$3000.00} for more damages and 2 months of rent. The XXXX at XXXX says I moved out at the end of XX/XX/XXXX and that I completely trashed the apartment, left behind broken furniture etc. \n\nI have never paid the rent late, and I know I left the apartment in good condition in XXXX. I dont know who or what happened but I know I worked hard to clean the apartment and leave it looking nice. \n\nThe XXXX now has my credit report riddled with negative items and my credit score is suffering. If I ever have to rent again I will not be able to find housing anywhere because my rental history will be destroyed.\n\nPlease help me. This is unfair, and criminal how this property manager has lied, on so many occasions. This is affecting my life and my Finances on a very personal level. \n\nThank you for your time and attention -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Take action to remove the negative entry Hi XXXX We wanted to follow up about the negative entry made on your credit report regarding your {$1500.00} debt owed to XXXX XXXX XXXX XXXX. \n\nYou can have the entry removed from your report once you resolve your outstanding balance. \n\n\n\nHow can you resolve your balance?\n\nView your debt details and explore options like : Settle in full to resolve for a lesser amount Pay over time with installments Once resolved, we will submit a request to remove the negative entry that we have reported to the credit bureaus. This means that anyone who reviews your credit report in the future won't see that it was ever listed. \n\nEXPLORE MY OPTIONS Want to find out more? Contact us at ( XXXX ) XXXX. Our Resolution Experts are here to help with any questions or concerns and to explain your available options. \n\nYour Account Details : Reference number : XXXX Current creditor : XXXX XXXX XXXXXXXX Original creditor : XXXX XXXX XXXXXXXX Original account number : XXXX Type of debt : XXXX XXXX XXXX XXXX XXXX Current balance : {$1500.00} Here are some frequently asked questions : Why is Bounce AI appearing on my credit report? \nOne of your accounts has been referred or sold to us, and we are now attempting to collect the outstanding debt. \n\nHow fast can I remove the entry from my credit report? \nThe sooner you resolve, the faster the entry will be removed from your credit report. \n\n\n\n\nThe Bounce AI team XXXX. ( XXXX ) XXXX","date_sent_to_company":"2024-12-20T20:05:21.000Z","issue":"Attempts to collect debt not owed","sub_product":"Rental debt","zip_code":"70460","tags":null,"has_narrative":true,"complaint_id":"11230060","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Bounce AI, Inc.","date_received":"2024-12-20T19:16:18.000Z","state":"LA","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["These documents can be viewed by clicking the link below or visiting our self-service portal at XXXX. \n\n\n\nView Account Documents This response is being provided to you to confirm that our investigation has verified the accuracy of the above-stated facts relating to this debt. As verification has now been provided to you, we will proceed with the appropriate steps to recover this debt."]},"sort":[7.2137337,"11230060"]},{"_index":"complaint-public-v1","_id":"3712036","_score":5.8562145,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX I tried to change my cell phone number in my Coinbase account. Which holds my BITCOIN crypto currency and at the price I purchased it. \nBecause I no longer have my old cell phone number. \nWhen I try to login to my Coinbase account with my user name and password.\n\nI am then taken to a 2 step verification process which sends a code to my old cell phone to complete the login process. Since I don't have my old cell phone number. \nI have to click on the link that Coinbase provides to change my cell phone number. \nThis link doesn't give you the option to change your number. \nInstead it keeps sending the verification code to my old cell phone number. \nWhen I tried to call Coinbase customer support. They disabled my account and said I have to login and recover my account.\n\nI CAN '' T LOGIN TO CHANGE MY NUMBER OR RECOVER MY ACCOUNT! \n\nWhen I try to open a online support request. I just get the run around saying I need to login to recover my account. Which I believe this is done by design which is theft by taking. \n\nSo I am bringing this to your attention to warn others and maybe help me with this issue. I am also enclosing and attaching my supporting documentation. \n\nThankyou XXXX XXXX XXXX XXXX Coinbase Support Tue XX/XX/XXXX XXXX XXXX To : XXXX Hello, Thanks for contacting Coinbase Support. \n\nXXXX checked your account and your original request is under review. Youll hear back from one of our agents regarding your request, and we thank you for your patience. Please note that the review process cant be expedited. \n\nThanks, Coinbase Support We can't paste this image from the Clipboard, but you can save it to your computer and insert it from there. \n\nref : XXXX : ref [ Reply ] Case # XXXX - Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request Coinbase Support Tue XX/XX/XXXX XXXX XXXX To : XXXX Hello XXXX, Thank you for following up with us. \n\nAs your inquiry is already being addressed, we will merge this request with case XXXX. \n\nPlease reply by email to the case cited above as this will ensure that the account specialist reviewing your case is notified. Please note, creating multiple cases may cause a delay in our review. \n\nThanks, Coinbase Support We can't paste this image from the Clipboard, but you can save it to your computer and insert it from there. \n\n\nref : XXXX : ref XXXX XXXX XXXX Mon XX/XX/XXXX XXXX XXXX Hi XXXX, This sounds like a customer service issue, and my recommendation to you is, once this is resolved, never to use or recommend Coinbase again. They are not a good company in my opinion. If you are just buying Bitcoin, cover using XXXX or XXXX. \n\nMeanwhile, you should make a complaint here, this might help get your case resolved : https : //www.consumerfinance.gov/complaint/ Good luck! \n\nXXXX XXXX, XXXX. \n\nManaging Attorney XXXX XXXX XXXX ( XXXX ) XXXX | XXXX | XXXX | XXXX XXXX XXXX, XXXX XXXX XXXX XXXX CA XXXX | XXXX | XXXX Important : The contents of this email and any attachments are confidential. They are intended for the named recipient ( s ) only. If you have received this email by mistake, please notify the sender immediately and do not disclose the contents to anyone or make copies thereof. \n\nOn Sun, XX/XX/XXXX at XXXX XXXX The XXXX XXXX XXXX wrote : Name : XXXX XXXX Email : XXXX Phone Number : XXXX Message : Coinbase has locked me out of my account when I tried to change my telephone number.\n\nTheir platform gives me a link to change my number and it keeps sending the 2 step code to my old phone number. When I tried to call them they disabled my account. \n\nEmail contact results in a endless loop of no support. \n\nWhat can I do? Can you help me with this issue and how much do you charge? \n\nI am enclosing some supporting email correspondence. \n\nCase # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? \n\nCoinbase you are deliberately giving me the run around.\n\nYou will Immediately reactivate my Coinbase account so I can access my BITCOIN. \n\nYou will Immediately change my phone number to XXXX on your end. \n\nYour procedure to change my telephone number doesnt work and you know it. \n\nWhen I tried to call Customer No Support you deactivated my Coinbase account. \n\nYou are the custodian of my assets. You have a fiduciary responsibility to return my assets within a reasonable time period, and address the issues appropriately. Simply ignoring my issue because you don't know what to do, or not empowered to do anything about is not acceptable. At a certain point it becomes theft by taking, and unlawful enrichment, which can lead to a criminal complaint. In accordance California Statues. Senior Management can not hide behind a Corporate veil if they ( or employees they manage ) are complicit in their actions. \n\nI will not let you hide behind your poor customer support. You didnt even call my new number. \n\nI have already given you a reasonable time period to address the issues appropriately. \n\nBy design you have your platform setup so I cant login to my account to change my telephone number. Your platform keeps sending the 2-step code to my old phone number and you know it. \n\nI will NOT complete your recovery process you will fix it on your end and email me within 24 hours when it has been completed with an apology for my inconvenience and a follow-up call to my new telephone number XXXX to verify that I am still a satisfied Customer! \n\nIf this is NOT completed with 24 hours I will be forced to take stronger action. \n\nThe following is my last withdrawal from my Coinbase account on XX/XX/XXXX and you already know my last attempt to login and change my phone number starting on XX/XX/XXXX and there has been no fraudulent activity that I am aware of because I cant login to tell you if there has been for all I know you have already stolen it and wont let me login to see! \n\nDate Payee Category Deposit Amount XX/XX/XXXX Coinbase.COM/BTC XXXX Personal Income : Other Inc XXXX XXXX XXXX XXXX XXXX {$5.00} I know Coinbase is no stranger to complaints concerning your ethics policy! \n\nThis is another Coinbase Customer Comment : Coinbase is the most fraudulent and deceiving company to buy bitcoin or any crypto ... they can't provide support, and their policy practices are very deceiving ... be aware that if you send money ( crypto ) to an email address that's is not yet active with them, they will do anything in their power to not make it possible for that person to validate that email address with them, so the money can not be claimed ... this happened to me, and their policy says that if this happens to you, then you would have to wait for 30 days and then if the money has not been claimed in that email the money will be returned to you ... it has been already almost 2 months and their responses are vague and ridiculous ... they keep changing the case number assigned to my case, so every time I need an update they don't even know where to start, so basically that money remains in a limbo, or in their pocket better ... waiting for the person to give up to dispute it for them to take over ... the only word that can be applied to them or this kind of practice is THIEFS AND ROBBERY ... and by the way, it is almost impossible to speak with a person, and when you are able to all they say is I'm sorry but you have to write an email, and an specialist is gon na be in contact with you ... well I have written more than 10 emails during the last week and all I have got are those automate responses but nothing regarding my money ... I have found out this last week that they have already thousands of complaints and they are under investigation ... hopefully somebody can do something about this company ... HOPEFULLY A CLASS ACTION CAN STOP THEM ... BUY YOUR BITCOIN SOMEWHERE ELSE! AND LET THE XXXX KNOW THAT THEIR TUTORS AT XXXX UNIVERSITY MUST BE VERY PROUD OF THEM, THEY HAVE PROBABLY GRADUATED XXXX HONOR AS THE BIGGEST THIEFS EVER ... \n\nAnother Customer complaint concerning the fact that Coinbase is no stranger to complaints concerning their ethics policy! \n\nCLOSE MY ACCOUNT COINBASE! Case # XXXX It has been weeks and I haven't had a single response from COINBASE. Just like everyone else on here having the same issues. NO WORDS OR SUPPORT WHATSOEVER. \n\nI would to have my ACCOUNT CLOSE ASAP and my funds either RETURNED TO SENDERS OR give me access to send to an external wallet. \n\nCoinbase restricted my account for no justifying reason, they are absolutely vile, horrendous and couldn't care less about the well being of their clients. Just have a look at reviews on XXXX AND APP STORE, it will tell you all you need to know about this disgraceful company. \n\nYOU WILL NOT HAVE ACCESS TO YOUR FUNDS THE MOMENT YOU DEPOSIT INTO COINBASE, SO STAY AWAY FROM THIS APP! DO NOT GIVE THEM YOUR MONEY! YOU WILL NEVER SEE IT AGAIN Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... \n\nCoinbase Support Fri XX/XX/XXXX XXXX XXXX To : XXXX Hello XXXX, Thanks for contacting Coinbase Support. \n\nIt looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. \n\nIntentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? \n\n- Please list any unauthorized actions, including the amount and timing of any transactions. \n\nUnintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser. \n\n2 ) Enter your email address and password ( this will prompt the self-recovery process ).\n\n3 ) Complete 2-factor authentication.\n\n4 ) Begin identity verification.\n\n- Take a photo of a valid ID and upload it to Coinbase.\n\n- Take a photo of yourself ( a selfie ) and upload it to Coinbase.\n\nPlease note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser.\n\nIf you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : XXXX? XXXX If you continue to have access issues, please let us know and we will continue the troubleshooting process. \n\nThanks, Coinbase Support ref : XXXX : ref From : Coinbase Support Sent : Friday, XX/XX/XXXX XXXX PM To : XXXX Subject : [ Reply ] Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... \n\nHello XXXX, Thanks for contacting Coinbase Support. \n\nIt looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. \n\nIntentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? \n\n- Please list any unauthorized actions, including the amount and timing of any transactions. \n\nUnintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser.\n\n2 ) Enter your email address and password ( this will prompt the self-recovery process ).\n\n3 ) Complete 2-factor authentication.\n\n4 ) Begin identity verification.\n\n- Take a photo of a valid ID and upload it to Coinbase.\n\n- Take a photo of yourself ( a selfie ) and upload it to Coinbase. \n\nPlease note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser. \n\nIf you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : //support.coinbase.com/customer/en/portal/articles/2974978-account-recovery-faq? b_id=13521 Account recovery FAQ | Coinbase Help How do I recover my account? If you've lost access to the email address associated with your Coinbase account, locked yourself out of your account, or lost access to your account : If you no longer ha support.coinbase.com If you continue to have access issues, please let us know and we will continue the troubleshooting process. \n\nThanks, Coinbase Support ref : XXXX : ref Thanks XXXX The content of this message is confidential. If you have received it by mistake, please inform us by an email reply and then delete the message. It is forbidden to copy, forward, or in any way reveal the contents of this message to anyone. The integrity and security of this email can not be guaranteed over the Internet. Therefore, the sender will not be held liable for any damage caused by the message. \n\nFrom : Coinbase Support Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Coinbase you are deliberately giving me the run around. \n\nHello XXXX, Thank you for following up with us. \n\nAs your inquiry is already being addressed, we will merge this request with case XXXX. \n\nPlease reply by email to the case cited above as this will ensure that the account specialist reviewing your case is notified. Please note, creating multiple cases may cause a delay in our review. \n\nThanks, Coinbase Support ref : XXXX : ref Coinbase you are deliberately giving me the run around. \n\nYou will Immediately reactivate my Coinbase account so I can access my BITCOIN. \n\nYou will Immediately change my phone number to XXXX on your end. \n\nYour procedure to change my telephone number doesnt work and you know it. \n\nWhen I tried to call Customer No Support you deactivated my Coinbase account. \n\nYou are the custodian of my assets. You have a fiduciary responsibility to return my assets within a reasonable time period, and address the issues appropriately. Simply ignoring my issue because you don't know what to do, or not empowered to do anything about is not acceptable. At a certain point it becomes theft by taking, and unlawful enrichment, which can lead to a criminal complaint. In accordance California Statues. Senior Management can not hide behind a Corporate veil if they ( or employees they manage ) are complicit in their actions. \n\nI will not let you hide behind your poor customer support. You didnt even call my new number. \n\nI have already given you a reasonable time period to address the issues appropriately. \n\nBy design you have your platform setup so I cant login to my account to change my telephone number. Your platform keeps sending the 2-step code to my old phone number and you know it. \n\nI will NOT complete your recovery process you will fix it on your end and email me within 24 hours when it has been completed with an apology for my inconvenience and a follow-up call to my new telephone number XXXX to verify that I am still a satisfied Customer! \n\nIf this is NOT completed with 24 hours I will be forced to take stronger action. \n\nThe following is my last withdrawal from my Coinbase account on XX/XX/XXXX and you already know my last attempt to login and change my phone number starting on XX/XX/XXXX and there has been no fraudulent activity that I am aware of because I cant login to tell you if there has been for all I know you have already stolen it and wont let me login to see! \n\nDate Payee Category Deposit Amount XX/XX/XXXX Coinbase.COM/BTC XXXX Personal Income : Other XXXX XXXX XXXX XXXX XXXX XXXX {$5.00} I know Coinbase is no stranger to complaints concerning your ethics policy! \n\nThis is another Coinbase Customer Comment : Coinbase is the most fraudulent and deceiving company to buy bitcoin or any crypto ... they can't provide support, and their policy practices are very deceiving ... be aware that if you send money ( crypto ) to an email address that's is not yet active with them, they will do anything in their power to not make it impossible for that person to validate that email address with them, so the money can not be claimed ... this happened to me, and their policy says that if this happens to you, then you would have to wait for 30 days and then if the money has not been claimed in that email the money will be returned to you ... it has been already almost 2 months and their responses are vague and ridiculous ... they keep changing the case number assigned to my case, so every time I need an update they don't even know where to start, so basically that money remains in a limbo, or in their pocket better ... waiting for the person to give up to dispute it for them to take over ... the only word that can be applied to them or this kind of practice is THIEFS AND ROBBERY ... and by the way, it is almost impossible to speak with a person, and when you are able to all they say is I'm sorry but you have to write an email, and an specialist is gon na be in contact with you ... well I have written more than 10 emails during the last week and all I have got are those automate responses but nothing regarding my money ... I have found out this last week that they have already thousands of complaints and they are under investigation ... hopefully somebody can do something about this company ... HOPEFULLY A CLASS ACTION CAN STOP THEM ... BUY YOUR BITCOIN SOMEWHERE ELSE! AND LET THE XXXX KNOW THAT THEIR TUTORS AT XXXX UNIVERSITY MUST BE VERY PROUD OF THEM, THEY HAVE PROBABLY GRADUATED XXXX HONOR AS THE BIGGEST THIEFS EVER ... \n\nAnother Customer complaint concerning the fact that Coinbase is no stranger to complaints concerning their ethics policy!\n\nCLOSE MY ACCOUNT COINBASE! Case # XXXX It has been weeks and I haven't had a single response from COINBASE. Just like everyone else on here having the same issues. NO WORDS OR SUPPORT WHATSOEVER.\n\nI would to have my ACCOUNT CLOSE ASAP and my funds either RETURNED TO SENDERS OR give me access to send to an external wallet.\n\nCoinbase restricted my account for no justifying reason, they are absolutely vile, horrendous and couldn't care less about the well being of their clients. Just have a look at reviews on XXXX AND APP STORE, it will tell you all you need to know about this disgraceful company. \n\nYOU WILL NOT HAVE ACCESS TO YOUR FUNDS THE MOMENT YOU DEPOSIT INTO COINBASE, SO STAY AWAY FROM THIS APP! DO NOT GIVE THEM YOUR MONEY! YOU WILL NEVER SEE IT AGAIN Case # XXXX - Case # XXXX - New phone number Change has not been resolved. I am trying to change my account phone number from XXXX to my new number XXXX. How do I file a phone change request? It is very frustrating gettin ... \n\nCoinbase Support XXXX Fri XX/XX/XXXX XXXX PM To : XXXX Hello XXXX, Thanks for contacting Coinbase Support. \n\nIt looks like you recently locked your Coinbase account by calling Coinbase Support. We will be able to recover your account, but please read below before attempting self recovery. \n\nIntentional Lockout If you locked your account due to a security concern, we will conduct a security review ( do not attempt self recovery ). To help expedite our security review, please reply to this email and answer these questions to the best of your ability : - When was your last successful login and authorized action on your account? \n- Please list any unauthorized actions, including the amount and timing of any transactions. \n\nUnintentional Lockout If you locked your account by accident and are NOT experiencing account security concerns, you can recover access to your Coinbase account by following these steps : 1 ) Go to the Coinbase login page on a desktop or mobile web browser.\n\n2 ) Enter your email address and password ( this will prompt the self-recovery process ).\n\n3 ) Complete 2-factor authentication. \n4 ) Begin identity verification.\n\n- Take a photo of a valid ID and upload it to Coinbase.\n\n- Take a photo of yourself ( a selfie ) and upload it to Coinbase.\n\nPlease note that this process can not be completed using the mobile app. You will need to complete this process on a desktop or mobile browser.\n\nIf you're having trouble getting your upload completed, please refer to the following help page from the Coinbase Help Center : https : //support.coinbase.com/customer/en/portal/articles/2974978-account-recovery-faq? b_id=13521 If you continue to have access issues, please let us know and we will continue the troubleshooting process. \n\nThanks, Coinbase Support ref : XXXX : ref","date_sent_to_company":"2020-06-23T18:35:21.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"30143","tags":null,"has_narrative":true,"complaint_id":"3712036","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2020-06-23T17:18:26.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have to click on the link that Coinbase provides to change my cell phone number. \nThis link doesn't give you the option to change your number. \nInstead it keeps sending the verification code to my old cell phone number. \nWhen I tried to call Coinbase customer support. They disabled my account and said I have to login and recover my account.\n\nI CAN '' T LOGIN TO CHANGE MY NUMBER OR RECOVER MY ACCOUNT! \n\nWhen I try to open a online support request."]},"sort":[5.8562145,"3712036"]},{"_index":"complaint-public-v1","_id":"7096800","_score":5.5279493,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had a Chime Credit Builder Account as well as a the normal/basic Chime Checking Account, I regularly had funds deposited XX/XX/XXXX student loans were direct deposited ( {$1900.00} ) XX/XX/XXXX My tax check was direct deposited into my checking account ( {$6400.00} ) and immediately transferred to my credit builder account. \n\nXX/XX/XXXX received email saying : Hi XXXX, We have adjusted your max SpotMe limit to {$5.00}. This means you can set a SpotMe limit between {$0.00} to {$5.00} in the Chime app. \nYour max SpotMe limit is determined based on a variety of factors, including but not limited to your account activity and history. Please note that Chime Member Services is not able to adjust SpotMe limits. \nSincerely, The Chime Team I thought this was odd, especially given the fact i had repeatedly paid any SpotMe overdrafts back almost instantaneously after receiving them XX/XX/XXXX I contacted chime support to file 2 different disputes. The first dispute was over my normal checking account being charged several duplicate charges by XXXX XXXX. The second dispute was for a purchase made using my credit builder account. It was a XXXX order from XXXX XXXX. I was disputing this purchase because upon checking the order once it had been delivered, it was missing a lot of the items we had ordered and the food that we did actually receive was incorrect. \n\nXX/XX/XXXX received email from Chime saying We noticed a change in your direct deposits. Check out some of the ways we can support you. \n\nAlthough very shortly before this email was when my tax check had been deposited into the account. Again thought this email seemed a bit odd but still I didnt give it too much thought XX/XX/XXXX Contacted Chime Support to dispute an XXXX XXXX made using my credit builder. I had purchased a new laptop for school ( {$750.00} ). The laptop was originally supposed to arrive by Sunday XX/XX/XXXX but was not delivered. This delay put me behind in a few of my courses for school. When viewing the order page on XXXX there was a prompt that stated I could request a refund if the item hadnt been delivered by Tuesday XX/XX/XXXX. When it didnt arrive that Tuesday, I contacted XXXX customer service to discuss my options, I couldnt afford to fall further behind in my classes waiting for the laptop when I could just request the refund like the order details page had said and either order one that could arrive sooner or go purchase one in an actual store that way Id have it that same day. Upon contacting XXXX customer service reps on XX/XX/XXXX and XXXX to discuss the possibility of a refund, each time I was directed to contact the carrier over still not receiving the laptop, and the blatantly obvious attempt to avoid having to refund my money. When it became apparent that the reps were either unwilling or unable to provide help further than contact the carrier, I contacted Chime Support to dispute the purchase through my card issuer. ( As of XX/XX/XXXX the laptop still hasnt arrived, when using XXXX tracking it says package may be lost ) XX/XX/XXXX Sent Chime support screenshots via email of the interactions between myself and XXXX customer support along with the orders page that stated that I could request a refund had I not received the laptop by Tuesday XX/XX/XXXX XX/XX/XXXX received a couple different emails from Chime that read as follows : Hi XXXX, Were sorry to share the news that we have decided to close your Chime Credit Builder Visa Credit Card Account and Chime Credit Builder Secured Account , effective immediately. \nYour account was closed for the following reason ( s ) : Account does not comply with internal policies and/or the member agreement. \nOnce your secured account is closed, a check for any remaining balance will be mailed to you within thirty ( 30 ) days to the address we have on file for you. \n___ _ _______ ___ ___ __ ___________, __ _____ If this is not your current address, please notify us in writing at XXXX within 5 days of receiving this notification to make any necessary updates. \nIf youd like to get in touch with Chime Member Services about this decision, please email XXXX. \nSincerely, The Chime Team And Hi XXXX, Following a recent review of your Chime Checking Account, we regret to inform you that we have made the decision to end our relationship with you at this time. Your Chime Checking Account will be closed on XX/XX/XXXX. \nIf you have a Chime Savings Account, per the terms of your Deposit Account Agreement, your Savings Account will also be closed. \nIf you have ACH Debits or recurring debit card payments, please notify the originators immediately to avoid disruption with your future payments. ACH debits and recurring debit card payments may be rejected after XX/XX/XXXX, however we still encourage you to redirect your ongoing direct deposits and bank transfers to avoid any delay in receiving your funds. \nSincerely, The Chime Team I sent an email in response to these expressing that I was confused as to why this would happen and questioned the possibility that there had been a mistake made resulting in the closure of my account. \n\nTheir response was as follows : Hi XXXX, Thanks for reaching out to Chime Member Services. I am sorry your Chime account was closed. \nWe have determined that your account failed to comply with the terms of your Deposit Account Agreement, and weve closed your account as a result. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nIf you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within 30 days of your account closure date. \nPlease let me know if I can assist you with anything else. \nThanks, XXXX | Chime Member Services I sent another email to inform them I had in fact read through the aforementioned sections and was struggling to find anything that would even remotely pertain to my account closure, They responded with : Hi XXXX, Thank you for contacting Chime Member Services. I hope you and your family are well, and safe upon receipt of my email. \nI apologize for the inconvenience caused to you Chime has determined that your account is not compliant with its internal policies and the member agreement executed at enrollment. So, that's why your account has been closed. If there is any account balance due to you, a check will be mailed to the address on file within 30 days. Also, I regret to inform you that this account can not be re-opened. \nPlease feel free to reply here if any other questions or concerns come up. I want to make sure we get everything taken care of. \nThanks, XXXX XXXX Chime Member Services At this point I proceeded to ask for the specific information that they had used in order to determine that my account was not compliant XX/XX/XXXX received a response to my previous email that was extremely similar to their previous email response : Hi XXXX, This is XXXX XXXX a live representative at Chime Member Services. I understand that you are concerned about your Chime account status. No worries, I will definitely look into it for you. \nPlease be informed that Chime has determined that your account is not compliant with its internal policies and the member agreement executed at enrollment. For security reasons, Chime is unable to disclose any more information about the closure of your account. \nFor full details, please refer to section C9 ( Account Holds, Suspensions, Restrictions, and Closures ) of the Chime Deposit Account Agreement. \nIf you would like to appeal this decision, please contact us at XXXX. Thanks and I appreciate your patience and understanding on this matter. \nSincerely, XXXX | Chime Member Services XX/XX/XXXX Received email from XXXX XXXX XXXX regarding still needing a payment for the product if I decided to continue with my dispute of the transaction. They were requesting more information as to why I had filed the dispute ( basically confirming whether a refund/chargeback would be warranted or not ), as well as passively-aggressively suggesting I contact XXXX Customer Service if ever another issue were to arise with any future orders. I responded informing them I had still not received the laptop so regardless of if it was due to them willingly refunding the money or a chargeback of the money enforced by the bank, I was entitled to my money back. I also informed them that I had initially attempted to resolve the issue with XXXX customer service team for 2 days before deciding to proceed with filing a dispute for the purchase through my bank. \n\nXX/XX/XXXX I sent an email to XXXX requesting information on how to appeal the decision to close my account, they sent two different responses that read as follows : Hi XXXX, Welcome to Chime Member Services. I hope this message finds you well, and that you and your loved ones are safe and healthy. \nWe have determined that your account does not comply with the terms of the the Deposit Account Agreement. The account will be close on [ XX/XX/XXXX ]. \nIf you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. \nFor more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nKind Regards, XXXX XXXX Chime Member Services And Hi XXXX, We have determined that your account failed to comply with the terms of your Deposit Account Agreement, and weve closed your account as a result. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nIf you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within 30 days of your account closure date. \nXXXX | Member Protection Team XX/XX/XXXX I sent Chime an email expressing the extreme confusion I had regarding the date that the account closure would be effective changing from effective immediately to XX/XX/XXXX. This especially raised concerns due to the fact that since the initial email ( XX/XX/XXXX ) that had stated the closure would be effective immediately, I hadnt been able to access to my account, billing statements, log into the app, etc AT ALL XX/XX/XXXX XXXX sent an email that read as follows : Hello, We received your email about the credit card dispute you filed on Order XXXX \nTo correct this problem, we have asked your card issuer to close the dispute in your favor. \nPlease allow 3 to 5 business days for the refund of XXXX USD to appear on your credit card account. \nWe are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer. \nAccount Specialist XXXX | XXXX XXXX XXXX I emailed Chime informing them XXXX confirmed they would be honoring my dispute and requested further information on how they had planned to handle the matter moving forward XX/XX/XXXX Chime responded with the same generic email : Hi XXXX, Thanks for reaching out to Chime Member Services. I'm sorry to hear about the difficulty you're experiencing. \nWe have determined that your account does not comply with the terms of the Deposit Account Agreement. \nIf you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. \nYou should receive your check within 30 days of your account closure date. \nFor more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nPlease feel free to reply here if any other questions or concerns come up. I want to make sure we get everything taken care of. \nXXXX | Chime Member Services XX/XX/XXXX Received Email from Chime in regards to my XXXX dispute that read as follows : Account Number Ending In : XXXX XXXX XXXX XXXX XXXX Dispute Type : Credit - Goods/Services Not As Described Date Error Reported : XXXX Claim Amount : {$59.00} Dear XXXX XXXX, Thank you for notifying us of the billing error on your account. \nOur investigation team has reviewed your claim and concluded a billing error did occur. As a result, we have credited your account in the amount of {$59.00} along with any related charges, as applicable. \nWe apologize for any inconvenience this may have caused you. \nIf youd like to request the documentation we used to make the determination, please email us a XXXX Sincerely, Chime Disputes Team XX/XX/XXXX I email Chime asking if I should be expecting a check with the funds that had been credited to me following the XXXX dispute being substantiated Their response was as follows : Hi XXXX, Thank you for reaching out. \nWe have determined that your account failed to comply with the terms of your Deposit Account Agreement, and weve closed your account as a result. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nXXXX | Member Protection Team I sent an email then informing XXXX that the response he had sent had zero relevancy to, nor did it provide any further or clearer insight into a resolution for the question at hand. I was frustrated at this point due to a good portion of the previous emails I had received from Chime, pertaining to this matter, having stated the exact same information as the last, and having even been formatted almost identically to one another. I had/have not yet received a single email from Chime that directly addressed the questions I had/have been asking with 100 % transparency. \n\nXX/XX/XXXX receive email from Chime in regards to the dispute pertaining to duplicate charges from XXXX XXXX : RE : Account Number : XXXX Claim ID : XXXX Dispute Type : Debit - Duplicate Charge Date Error Reported : XXXX Claim Amount : {$210.00} Hello XXXX XXXX, This letter is to inform you we have applied a provisional credit to your account on XXXX in the amount of {$210.00}. This temporary credit is being provided so that you will have full use of these funds while we complete our investigation. \nWe will complete our investigation as quickly as possible, but no later than XXXX. \nWe will communicate the results of our investigation to you by email within three business days of completion. If we deny your claim, we will reverse the provisional credit and debit the amount from your account. We will notify you if this occurs. \nThank you for being a valued Chime member. If you have any questions, please contact us by phone at XXXX ( XXXX ) XXXX or by email at XXXX. \nSincerely, Chime Disputes Team I respond again voicing my concern about the possibility of my account being mistakenly closed Their response was as follows : Hi XXXX, Thank you for keeping in touch! \nI would like to confirm to you that the account was closed on XXXX. Please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within 30 days of your account closure date. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nPlease let me know if you have any additional questions! Thank you for your patience and cooperation on this. \nXXXX | Chime Member Services. \n\nI receive a check for the dispute for multiple duplicate charges ( {$210.00} ) in the mail shortly after receiving the email. \n\nStill have yet to receive a check or an answer about the funds from the XXXX dispute that was resolved and credited ( {$59.00} ) XX/XX/XXXX Chime sends email saying : Account Number Ending In : XXXX Claim ID : XXXX Dispute Type : Debit - Duplicate Charge Date Error Reported : XXXX Claim Amount : {$210.00} Hello XXXX XXXX, This letter is to inform you that we have made a final determination regarding the claim referenced above. \nBased on our investigation, we have concluded no error occurred. On XXXX, a provisional credit was posted to your account on a temporary basis until we completed our investigation. On XXXX, the provisional credit will be reversed and your account will be debited in the amount of {$210.00}. \nPlease ensure that there are sufficient funds in your account to cover the amount that will be debited, as well as any purchases or payments you plan to make. \nYou may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us at XXXX. \nSincerely, Chime Disputes Team XX/XX/XXXX I reach out to XXXX customer support asking the status of the chargeback/refund they agreed to provide XXXX confirms XXXX completion of the refund in an email that reads : Hello, We received your email about order XXXX. We have researched this matter and confirmed that the dispute in question has been resolved between XXXX and your card issuer. \nPlease contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to XXXX XXXX purchases before contacting your card issuer. For more information, visit the page : XXXX XXXX XXXX XXXX \nWe can not help you further with this problem. \n-- - XXXX XXXX Account Specialist XXXX | XXXX XXXX XXXX XX/XX/XXXX I email Chime to inform them XXXX has now confirmed that the dispute has been resolved and receive no reply XX/XX/XXXX I email again asking where the check is for the {$59.00} and now the {$750.00} as well ; still no response At which point I call customer service and they reassure me several times that they will send me tracking information for the checks via email directly after the call ends ; i never received any tracking info or any information in general like promised while speaking to customer service reps on the phone XX/XX/XXXX I email Chime stating I was told Id receive tracking info when I called but had yet to receive even a reply to the three previous emails I had sent and definitely hadnt received any information or tracking information for any check. \n\nChime Dispute Team responds saying : XXXX XXXX, I completely understand the inconvenience you are experiencing. We are working to resolve your case as quickly as possible. Based on the nature of your claim, we will complete the investigation no later than XX/XX/XXXX. We will notify you by email as soon as the investigation is completed. \nAlso, we're pleased to let you know Chime has added a new feature to the app which allows you to check your status dispute in real time. Navigate to your home screen and click on the View Disputes widget located towards the bottom of your screen under your spending/saving account information or click this link. \nThanks, XXXX | The Dispute Team Still providing no solid solutions or answers since I am still unable to access my account at all, so using the new feature isnt something that Id be able to do either. I mentioned XXXX had already confirmed that my card issuer and themselves had resolved the dispute. If it was resolved then wouldnt the investigation then be complete? I respond reminding them of my inability to access my account, to which they reply with the EXACT same email as the last XXXX XX/XX/XXXX I email asking where the money is again XX/XX/XXXX I email again for clarification on what else they would have to investigate if XXXX is saying that they had already resolved and returned this transaction, and express my frustrations with it seeming as if since they closed my account they were not prioritizing the situation as they would if i were technically still a customer I email XXXX again requesting information on how to appeal the decision to close my account for the second time XX/XX/XXXX Chime sends me an email saying : Account Number Ending In : XXXX Claim ID : XXXX Dispute Type : Credit - Non-Receipt of Goods or Services Date Error Reported : XXXX Claim Amount : {$750.00} Dear XXXX XXXX, Thank you for notifying us of the billing error on your account. \nOur investigation team has reviewed your claim and concluded a billing error did occur. As a result, we have credited your account in the amount of {$750.00} along with any related charges, as applicable. \nWe apologize for any inconvenience this may have caused you. \nIf youd like to request the documentation we used to make the determination, please email us a XXXX Sincerely, Chime Disputes Team I respond for clarification on how I will receive these funds Their response : Hi XXXX, Thank you for reaching out to Chime Member Services. I apologize for the inconvenience this may have caused you. Rest assured that I am here to assist you with your concern. \nXXXX, I'm happy to inform you that, Your recent dispute of {$750.00} has been approved. \nThank you so much for giving us the opportunity to have you in our Chime family, anything else that you may need, remember that you will find me here for you XXXX! \nThanks, XXXX | Chime Member Services I respond asking again how i will be receiving these funds XX/XX/XXXX Receive email from Chime saying : Hi XXXX, Thank you for keeping in touch. Ive looked into your account details to find some answers. \nWe have determined that your account failed to comply with the terms of your Deposit Account Agreement, and weve closed your account as a result. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nIf you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within 30 days of your account closure date. \nThanks, XXXX | Member Protection Team XX/XX/XXXX I noticed while using the Klover app that it was still linked to both, the normal Chime checking account as well as the credit builder account. And that my credit builder account was showing a balance of {$810.00} so i emailed chime asking if that was accurate and again asking for some sort of insight on how and when Id be receiving these payments ; no response XX/XX/XXXX I email again asking how and when Id be receiving the money ; no response XX/XX/XXXX I email again vocalizing my ever thinning patience with the matter and asking about how and when yet again They respond : Hi XXXX, Thank you for reaching out. We apologize for the inconvenience this may have caused. \nAfter a recent review of your account, weve found that it does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. \nWe regret any inconvenience this may have caused. Please let us know if we can assist you further or give us a call at XXXX. \nXXXX | Member Protection Team I email informing them I had received an email from Chime themselves stating that my dispute was approved and it wasnt a refund I was anticipating, it was money from a dispute that they had resolved with the other company and had received the money from already. Money that was rightfully mine. Money i was entitled to. \n\nNo response As of XX/XX/XXXX i have yet to receive a response or a check for the amount I am owed nor do I have any access to my account ( including but not limited to logging in, viewing any documents/bank statements/billing statements, etc )","date_sent_to_company":"2023-06-09T16:09:44.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"473XX","tags":null,"has_narrative":true,"complaint_id":"7096800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-06-09T15:55:39.000Z","state":"IN","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["Navigate to your home screen and click on the View Disputes widget located towards the bottom of your screen under your spending/saving account information or click this link. \nThanks, XXXX | The Dispute Team Still providing no solid solutions or answers since I am still unable to access my account at all, so using the new feature isnt something that Id be able to do either. I mentioned XXXX had already confirmed that my card issuer and themselves had resolved the dispute."]},"sort":[5.5279493,"7096800"]},{"_index":"complaint-public-v1","_id":"3859382","_score":3.5496578,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I have received the following notice on XX/XX/XXXXXXXX ( did not see email since it was in my spam folder, the email address from the sender is bizarre ), When i called today after receiving a disturbing voicemail saying that I owe money to Castle Payday Loan i was told that I owed money and that they were going to take to court. Castle Payday Loan which is now Big Picture payday loan and they have no record of me having any type of loan with them when i called them XX/XX/XXXX. I asked them to send me a copy of the record they have against me, and they refuse to. They said that I would only receive a receipt once the debt has been paid. I even called castle/big picture payday loan on three-way with the collection agency and still no record. Also, prior to researching I did at one point in our conversation comply with paying and even gave them my payment information but as i said, i realized that it was quite fishy, so i called them back and cancelled that payment arrangement, then they said that they would hold that against me. But like i told them, i need to see a some type of proof that i owe something that i cant just pay something that i have no recollection of. But like said, I did end up canceling the arrangement because like i told the man, I have no record of having a loan with castle nor do they. The number the collection agency are harassing me from is XXXX case # XXXX. They said i took the loan out in XXXX. They have been calling my home, calling my mother, saying they are going to contact my place of employment.. that they will come looking for me. That they will take me to court. It is very concerning. I have no problem in resolving something, but again no one other than the agency that is calling me has a record of this debt. I can not remember the full amount that they said I owe. They told me they would settle for {$680.00} and they would be able to settle it in 5 payments. The first one of {$180.00}, and the last 4 of {$120.00}. When i asked one of the guys as to what the name of the agency they are calling me from and said assurance, but nothing comes up in XXXX search. \n\nThe last conversation had with the agency calling me with threats is that with out any type of invoice, i can not do any business. They then said they will take me to court and that my automated voice agreeing to the original payment arrangement would be used against me. I told him, with out anytype of formal notice I would not pay them. Again he told me the only notice he would send me is the receipt once its paid. \n\nThis is very crazy and i need some help. This is the email that was sent to me and was in my spam. \n\nXXXX Notice ID XXXX PIN : XXXX XXXX XXXX XXXX If You Obtained a Big Picture or Castle Payday Loan You Could Get Loan Forgiveness and/or a Cash Payment from a Settlement. \nA federal court ordered this notice. This is not a solicitation from a lawyer. \n\nRead this Notice. It states your rights and provides you with information regarding a proposed nationwide class action settlement ( \" Settlement '' ) in lawsuits brought against a number of companies and persons alleged to be involved with the making of online loans in the name of Big Picture Loans and XXXX XXXX XXXX XXXX XXXX Castle Payday Loans. All of these settling parties, listed below, are known here as the Settling Defendants. \n\n\nThe lawsuit claimed that the Big Picture and Castle Payday loans violated state usury laws and the XXXX Influenced and Corrupt Organizations Act. There was no finding of liability in this case, and the Settling Defendants vigorously denied all allegations in the lawsuits.\n\nAs part of the proposed Settlement, individuals who executed Big Picture and/or Castle Payday loan agreements from XX/XX/XXXX to XX/XX/XXXX may be eligible to receive certain benefits, as detailed below, including cash refunds.\n\nThis Notice is a summary of information about the Settlement and explains your legal rights and options because you may be a member of the class of borrowers who would be affected if the Settlement is finally approved by the Court. The complete terms of the proposed Settlement are available at the Settlement website, XXXX.XXXX.XXXX ( \" Settlement Website '' ). You may also obtain further information about the Settlement at the following telephone number : ( XXXX ) XXXX XXXX. \nYOUR LEGAL RIGHTS AND OPTIONS IN THIS SETTLEMENT DO NOTHING You will remain a member of the Settlement Class. You may receive certain benefits without doing anything, including a reduction in the amount of interest you can be charged on your loan.\n\nHowever, if you do nothing, you will not receive a cash payment. You can still bring any claim you may have against a Defendant, but only on an individual basis.\n\nMAKE A CLAIM FOR A CASH PAYMENT You can make a claim for a cash amount by submitting the attached claim form ( \" Claim Form '' ) by mail or at XXXX.XXXX.XXXX. You will receive a cash payment if you repaid your loan, and paid more than 2.5 times the original principal amount of the loan in payments over the life of the loan. You can go to XXXX to see whether you would receive a cash payment. \n\n\n\nThe deadline to submit a claim form is XX/XX/XXXX. You must mail or submit your claim online by that date. \n\n\n\n\n\nOBJECT TO THE SETTLEMENT If you want to object to the settlement, you may write to the Courts about why you don't like the settlement or why the Court should not approve it. \n\n\n\nThe deadline to object to the settlement is XX/XX/XXXX. You must file any objection by that date. \n\n1. WHY IS THERE A NOTICE?\n\nThis Notice relates to a proposed nationwide Settlement that will be considered by a United States District Court in XXXX, Virginia ( the \" Court '' ). Before the Settlement becomes effective, it must be finally approved by the Court. The claims of the Settlement Class Members ( as defined below ) are being settled in the Court in the following class action matter : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( the \" Lawsuit '' ).\n\nThe Settlement also resolves other cases in Virginia, California, Oregon, Georgia, and Massachusetts.\n\nYou have been identified as a Settlement Class Member. The Court authorized this Notice because you have a right to know about a proposed Settlement of the lawsuit and about all your options before the Court decides whether to give \" final approval '' to the Settlement. This Notice explains the lawsuit, the Settlement, and your legal rights.\n\n2. WHAT ARE THESE LAWSUITS ABOUT? \nThe claims involved in the Settlement arise out of loans made in the name of two companies that are owned by a XXXX XXXX XXXX XXXX : Big Picture Loans and XXXX XXXX XXXX XXXX XXXX Castle Payday Loans ( \" XXXX Companies '' ). There were others that are alleged to have invested or assisted in the operations of these businesses. Several of these companies and individuals are also included in the Settlement ( collectively known as the \" Settling Defendants '' ). Each of the Settling Defendants is listed below in Section 7.\n\nThe plaintiffs in these cases claim that the Settling Defendants violated federal and various state laws by : ( a ) making and collecting loans with annual interest rates in excess of the amount allowed by state law, ( b ) lending to consumers when these entities were required to have a license from a state to lend to consumers, and they did not have that license, ( c ) servicing or collection activities, or ( d ) their involvement in and support of other parties ' conduct. \n\n\n\nThe plaintiffs in the lawsuit claim that the Tribal Companies ' loans violated state usury laws that govern the amount of interest lenders can charge and federal laws that prevent the collection of illegal debts.\n\nThe Settling Defendants do not agree that state law is applicable to the loans made by the Tribal Companies. They have vigorously denied all claims and allegations of wrongdoing. The Tribal Companies have maintained at all times that they are arms of the Tribe and share in the Tribe 's sovereign immunity. Notwithstanding the denials of liability and alleged unlawful conduct, the Settling Defendants have decided it is in their best interest to settle the Lawsuit to avoid the burden, expense, risk, and uncertainty of continuing in litigation.\n\nImportant case documents, including the Settlement Agreement, may be accessed at the Settlement Website, XXXX. \n\n3. WHY IS THIS A CLASS ACTION?\n\nIn a class action or proceeding, one or more people, called class representatives, bring an action on behalf of people who have similar claims. All of the people who have claims similar to the class representatives are a class or class members, except for those who exclude themselves from the class. Here, the Plaintiffs have filed a claim on behalf of the Settlement Class. \n\n4. HOW DO I KNOW IF I AM INCLUDED IN THE SETTLEMENT?\n\nYou are affected by the Settlement ( and thus a \" Settlement Class Member '' ) if you obtained a Big Picture or Castle Payday loan ( s ) from XX/XX/XXXX to XX/XX/XXXX ( the \" Settlement Class '' ). \n\n\n\nThe Settling Defendants ' business records have identified you as a member of the Settlement Class.\n\n5. WHAT DOES THE SETTLEMENT PROVIDE AND HOW MUCH WILL MY PAYMENT BE?\n\nThe Settling Defendants have agreed to create a fund in the amount of {$8.00} million ( \" Settlement Fund '' ), and they have also agreed to certain other forms of non-monetary relief for the Settlement Class. The Settling Defendants have agreed to provide the following benefits and others more fully described in the Settlement Agreement : a ) Consumer Refund. A Settlement Fund will provide payments to some Settlement Class Members who submit claims to the administrator of the Settlement ( \" Settlement Administrator '' ). Only borrowers who repaid the loan and also paid more than 2.5 times the original principal amount of the loan in payments over the life of the loan will receive a refund payment. YOU MUST SUBMIT A VALID CLAIM FORM TO RECEIVE A REFUND PAYMENT. The amount of your check will depend on the amount of interest that you paid on your loan ( s ) and how many total valid claims are made by other Settlement Class Members. The Settlement Administrator will mail the check to the address you provide on the Claim Form, and so it is your obligation to update your address with the Settlement Administrator if you move.\n\nb ) Reduced Interest on Pending Loans. For those Settlement Class Members whose loan ( s ) have not been fully paid off or are not more than 210 days delinquent or past due, the Settling Defendants agree to collect no more than 2.5 times the original principal amount of the loan in payments over the life of the loan. For example, if the original principal amount of the loan was {$500.00}, then the Settling Defendants have agreed to cap collection at {$1200.00} over the life of the loan, including payments credited to either interest or principal reduction. \n\nc ) Loan Forgiveness. For those Settlement Class Members whose loan ( s ) are currently, or become, more than 210 days in default ( \" Charged-Off Loans '' ), the Settling Defendants agree to cease any collection activities and cancel all such loans as a contested liability to the extent not already done. The Settling Defendants will not assign, sell, or transfer any interest in Charged-Off Loans and/or future loan proceeds from Charged-Off Loans.\n\n6. WHAT DO I HAVE TO DO TO RECEIVE MY PAYMENT?\n\nTo receive a refund payment from the Settlement Fund, you must complete the Claim Form linked to this Notice or at XXXX. The Claim Form requires your name, current postal address, date of birth, and the last four digits of the Settlement Class Member 's Social Security number. The Claim Form and the Settlement Website provide complete instructions for completion of this claims process. You may submit only one Claim Form regardless of the number of loans you had.\n\nYou must mail or submit online your Claim Form no later than XX/XX/XXXX. \n\n\n\nThe Claim Form is also made available for download on the Settlement Website or by request from the Settlement Administrator.\n\nIf you are entitled to a payment, the Settlement Administrator will mail you a check upon receipt of a Valid Claim approximately 395 days after the Court grants final approval of the Settlement and any appeals are resolved. \n\n\n\nThe Settlement Administrator will mail the check to the address you provide on the Claim Form, and so it is your obligation to update your address with the Settlement Administrator if you move. You can contact the Settlement Administrator at the telephone number or address below if your address has changed.\n\nTO SEE IF YOU QUALIFY FOR A CASH REFUND PAYMENT, you can go to XXXX XXXX XXXXXXXX or call ( XXXX ) XXXX. \n\n7. WHAT AM I GIVING UP IN THE SETTLEMENT?\n\nAs a member of the Settlement Class, you are providing a \" Release '' of certain claims against the \" Released Parties '' in the Settlement, who are the Settling Defendants. If you do nothing or otherwise do not receive a cash refund payment, you do not release any of your rights or claims, but you can only bring those on an individual basis. Under the Settlement, you lose your right to bring these claims in a different class action.\n\nIf you do submit a claim and do receive a cash refund payment, you will release all your claims against the Settling Parties and Released Parties. You will not be allowed to bring those claims either as an individual case or as a different class action.\n\nThe Released Parties and Settling Defendants include : the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( the \" Tribe '' ) and the current and former members of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and/or any employees of the XXXX or any arms of the XXXX ; Big Picture Loans , LLC ; XXXX XXXX, XXXX ; XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX, XXXX and XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX XXXX XXXX, XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX ; and each of their current and former directors, officers, principals, trustees, shareholders, partners, contractors, agents, attorneys ( including, XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX ). \n\n\n\nUnder the Settlement, the Named Plaintiffs and Settlement Class Members who submit Valid Claims will be deemed to have released and waived all past, present, and future claims against the Released Parties relating to and/or arising out of loans made by and/or in the name of Big Picture and/or XXXX XXXX/Castle Payday that are the subject of the Lawsuit. Specifically, Section 12.1 of the Settlement Agreement states : 12.1 Release for Valid Claims. Upon the Effective Date, the Named Plaintiffs, for themselves and as representatives of the Settlement Class, each Settlement Class Member who submits a Valid Claim, and/or their respective spouses, heirs, executors, administrators, representatives, agents, attorneys, partners, successors, predecessors and assigns and all those acting or purporting to act on their behalf acknowledge full satisfaction of, and shall be conclusively deemed to have fully, finally and forever settled, released and discharged the Released Parties of and from the Released Claims. Nothing in this Settlement Agreement, however, shall be deemed a release of the Parties ' respective rights and obligations under this Settlement Agreement. Also, nothing in this Settlement Agreement shall be deemed a release of Plaintiffs ' and Settlement Class Members ' respective Claims against the Non-Settling Defendants. \n\nSettlement Class Members who do not submit a Valid Claim will be deemed to have provided a more limited release of only class, collective, and mass actions against the Released Parties. Specifically, Section 12.4 of the Settlement Agreement states : 12.4 Scope of Release for Settlement Class Members Who Do Not Receive a Payment ( \" Non-Payment Released Claims '' ). All Settlement Class Members who do not receive a payment from the Settlement Fund will waive their rights to bring a class action, collective action, and/or mass action ( but not an individual action ) against any and all of the Released Parties related to not only claims asserted in the Actions, but also claims that could have been asserted in the Actions.\n\nThe Plaintiffs have brought claims against other Non-Settling Defendants and their companies who they allege were behind the lending operation. Specifically, claims against XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, or any other entities owned, directly or indirectly, by XXXX XXXX, XXXX XXXX, or XXXX XXXX will continue to be litigated by the Plaintiffs. If a class is certified, you may also be part of that class and will receive separate notice of this and any rights or benefits you may have due to those lawsuits.\n\n8. CAN I OPT OUT OF THE SETTLEMENT?\n\nNo. Settlement Class Members are not permitted to exclude themselves or otherwise \" opt out '' of the Settlement because of the nature of the Settlement, which is brought under Fed. R. Civ. P. 23 ( b ) ( 2 ). However, unless you request and receive a cash refund payment, you do not give up your rights ( if any ) to bring an individual claim in your own lawsuit. That individual lawsuit would not be part of this case, and you would need to obtain your own lawyer ( s ) to bring it. \n\n9. HOW DO I TELL THE COURT THAT I OBJECT TO AND DO NOT LIKE THE SETTLEMENT?\n\nIf you are a Settlement Class Member, then you can object to the Settlement if you think the Settlement is not fair, reasonable, or adequate, and that the Court should not approve the Settlement. You have the right to appear personally and be heard by the judge. The Court will consider your views carefully.\n\nYour objection must be filed with the Court by XX/XX/XXXX. \n\n\n\nTo preserve your objection, you must send a letter stating your views to each of the parties listed below : Class Counsel Representative XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX J XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, VA XXXX Telephone : ( XXXX ) XXXX Email : XXXX Big Picture Defendants ' Counsel Representative XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, VA XXXX Telephone : ( XXXX ) XXXX Email : XXXX XXXX XXXX Defendants ' Counsel Representative XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, VA XXXX Telephone : ( XXXX ) XXXX Email : XXXX Settlement Administrator Big Picture Class Action c/o Settlement Administrator XXXX XXXX XXXX XXXX, FL XXXX Telephone : ( XXXX ) XXXX Email : XXXX You should include the following case name and docket number on the front of the envelope and letter you file with the Court : \" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX'.\n\nAll objections must include the following information : Your name, address, telephone number, and the last four digits of your Social Security number ; A sentence confirming that you are a Settlement Class Member ; Your factual basis and legal grounds for the objection to the Settlement ; and The name, firm name, phone number, email address, and mailing address of counsel representing you, if any.\n\nAny lawyer who intends to appear at the Final Fairness Hearing must\nalso enter a written Notice of Appearance of Counsel with the Clerk of the Court no later than thirty ( 30 ) days before the Final Fairness Hearing and shall include the full style and case number of each previous class action case in which that counsel has represented an objector.\n\n10. WHEN AND WHERE WILL THE COURTS DECIDE WHETHER TO APPROVE THE SETTLEMENT? \nThe Court will hold a hearing to decide whether to approve the Settlement on XX/XX/XXXX at XXXX XXXX. in the courtroom of XXXX XXXX XXXX XXXX of the United States District Court for the XXXX District of XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX, XXXX Federal Courthouse, XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX. At this hearing, the Court will determine whether the Settlement is fair, reasonable, and adequate.\n\nIf there are objections, the Court will consider them at that time. The hearing may be moved to a different date or time without additional notice. Please check XXXX or call ( XXXX ) XXXX to be kept up-to-date on the date, time, and location of the hearing. \n\n11. DO I HAVE TO COME TO THE HEARING?\n\nNo. But you are welcome to come at your own expense. As long as you mailed your written objection on time, the Court will consider it. You may also retain a separate lawyer to appear on your behalf at your own expense.\n\n12. DO I HAVE A LAWYER IN THE CASE?\n\nYes. The Court has appointed these law firms in these cases as \" Class Counsel '' to represent you and all other members of the Settlement Class : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. \n\n\n\nThese lawyers will not separately charge you for their work on the case. If you want to be represented by your own lawyer, you may hire one at your own expense.\n\n13. HOW WILL THE LAWYERS BE PAID? \nAs part of the proposed Settlement, Class Counsel are seeking an award of up to 33 % of the Settlement Fund for their attorneys ' fees and costs. The amount awarded by the Court will reduce the distributions to Settlement Class Members.\n\nClass Counsel also will ask the Court to approve a service award of up to {$5000.00} to each of the 43 individual Plaintiffs in this matter, depending upon each Plaintiff 's degree of contribution and service. The Plaintiffs were subject to extensive discovery and made substantial contributions in the prosecution of these lawsuits for the benefit of the Class. The Court will ultimately decide how much Class Counsel and the individual Plaintiffs will be paid.\n\nThe Settlement contains a number of detailed provisions for the allocation of the Settlement Fund, including the distribution of leftover amounts. The details for Settlement Fund distribution are set forth in the settlement documents available at the Settlement Website, XXXX.\n\n14. HOW DO I GET MORE INFORMATION?\n\nThis Notice summarizes the proposed Settlement. You can get a copy of the Settlement Agreement and other relevant case-related documents at the Settlement Website, XXXX by calling the Settlement Administrator at ( XXXX ) XXXX, or by contacting Class Counsel at the addresses above or by email to XXXX. \n\nPLEASE DO NOT ADDRESS ANY QUESTIONS ABOUT THE SETTLEMENT OR THE LITIGATION TO THE CLERK OF THE COURT, THE JUDGE, THE SETTLING DEFENDANTS OR THE SETTLING DEFENDANTS ' COUNSEL. THEY ARE NOT PERMITTED TO ANSWER YOUR QUESTIONS. \n\n\n\nDOWNLOAD CLAIM FORM XXXX XXXX XXXX Notice ID XXXX PIN : XXXX XXXX XXXX XXXX We will only contact you with court-authorized notices or to update you about a claim you have filed. We will never send you any advertising or solicitation from an attorney. To unsubscribe from further email and receive notices only by regular mail, click here. \n\n\n\nSettlement Administrator XXXX XXXX XXXX XXXX, FL XXXX","date_sent_to_company":"2020-09-28T16:09:55.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Payday loan","zip_code":"20653","tags":null,"has_narrative":true,"complaint_id":"3859382","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Big Picture Loans, LLC","date_received":"2020-09-22T16:59:16.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["To unsubscribe from further email and receive notices only by regular mail, click here. \n\n\n\nSettlement Administrator XXXX XXXX XXXX XXXX, FL 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