{"took":124,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":43,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14317999","_score":23.575962,"_source":{"product":"Debt collection","complaint_what_happened":"Back in early XXXX I was having trouble with fraud and identify theft that started around the pandemic. I went to XXXX and bought a {$40.00} XXXX prepaid phone and phone card. I had multiple issues and only used the phone for about a month or two and showed New Mexico State Police Problems I was having with phone and was advised to throw phone away since it was a prepaid burner phone. I also spoke with associate at XXXX store on XXXX at the time but they were unable to fix problems I was having so phone was disposed of. There was no phone contract as it was a prepaid, service that required purchase of data and cellular plan monthly. I spoke to XXXX XXXX at the number on my credit report back in or around XX/XX/year> and they transferred me to the prepaid number who stated this issue would be resolved yet it remains on my credit. This morning I contacted XXXXXXXX XXXX at the phone number XXXX and provided them with the reference number XXXX and spoke with a female by them name of XXXX. She asked for further information such as account number and phone number. I informed her I did not recall phone number and credit report did not provide an account number and I have never received any correspondence for this issue. She stated without either she could not help me. I then notified XXXX  once again.","date_sent_to_company":"2025-06-30T14:09:14.000Z","issue":"False statements or representation","sub_product":"Telecommunications debt","zip_code":"88001","tags":null,"has_narrative":true,"complaint_id":"14317999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2025-06-26T14:08:42.000Z","state":"NM","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["There was no phone contract as it was a <em>prepaid</em>, service that required <em>purchase</em> of data and cellular plan monthly. I spoke to XXXX XXXX at the number on my <em>credit</em> report back in or around XX/XX/year> and they <em>transferred</em> me to the <em>prepaid</em> number who stated this issue would be resolved yet it remains on my <em>credit</em>. This morning I contacted XXXXXXXX XXXX at the phone number XXXX and provided them with the reference number XXXX and spoke with a female by them name of XXXX."]},"sort":[23.575962,"14317999"]},{"_index":"complaint-public-v1","_id":"2683836","_score":22.411913,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Monday XXXX XXXX, XXXX I purchased a prepaid XXXX vard called XXXX from XXXX at XXXX in the amount of {$110.00} plus {$4.00} fee for a total of {$110.00}. I attempted to use the card and it would not work. I then called the XXXX toll-free number on the back XXXX and I was not able to obtain a balance. I was transferred to a live agent, XXXX operator ID # XXXX and was told the card had not been activated, despite the retail receipt saying \" ACTIVATED '' and the XXXX cashier XXXX indicating that the card has been activated. This identical issue happened to me on again on XXXX XXXX, XXXX, approximately one month ago. The point of this complaint is to indicate a systmatic racketeering scheme concocted by Incomm Holdings and the XXXX Credit card company. The overwhelming majority of consumers that purchase these prepaid cards are low-income Americans, usually using the cards to pay bills online, which is what I use these cards for as well. I believe that Incomm Holdings specifically relies on the income from prepaid cards that are not able to be reclaimed. Incomm 's process requires a customer to send over a copy of their ID, the packaging, the front and back of the card. Most people throw away or lose the paper copy receipt from the retailer, as anyone who has ever purchased something from a store can attest ( such as 12 jury members for example ). Additionally, low-income Americans are statistically not likely to possess the necessary picture ID that would be required for having access to these funds from Incomm Holdings. \n\" Lower-income individuals are less likely to have photo ID. Twelve percent of adults living in a household with less than {$25000.00} annual income lack photo ID, compared to just 2 percent in households with over {$150000.00} annual income. http : XXXX '' My words are not alone, as other consumers complain of the same exact issue if you simply XXXX  \" incomm holdings complaints. '' For example, one user mentions \" XXXX XXXX, XXXX - I purchased a {$500.00} - - gift card on XXXX from -. The card was subsequently lost and I could not find the receipt with the - digit identifying number and so I simply accepted it as a loss and moved on. '' Which backs up my point that most consumers lose their receipt, even for a {$500.00} gift card. \nThis being the second instance happening to me one month apart is indicative of a larger, systematic problem on Incomm 's behalf. Additionally, this company has a marketplace monopoly on this industry, as there are no other prepaid cards that can be purchased from any other company. In fact, on XXXX XXXX XXXX, XXXX XXXX revealed that Incomm Holdings would be acquiring XXXX 's prepaid businesses, further solidying their stranglehold of the prepaid card marketplace. ( http : XXXX ) I sincerely hope the CFPB and related consumer protection and federal agencies open an investigation and audit of Incomm Holdings and their sources of income. I submit that their findings will reveal systematic racketeering of consumers through the purchase and non-usage of prepaid cards as sold in America 's top retailers. This is a gross misuse of public and consumer trust, and the only purpose of this complaint to is to put an end to the corporate abuse of consumer 's hard earned money.","date_sent_to_company":"2017-09-26T13:43:50.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"90069","tags":null,"has_narrative":true,"complaint_id":"2683836","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2017-09-25T22:07:57.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["I was <em>transferred</em> to a live agent, XXXX operator ID # XXXX and was told the <em>card</em> had not been activated, despite the retail receipt saying \" ACTIVATED '' and the XXXX cashier XXXX indicating that the <em>card</em> has been activated. This identical issue happened to me on again on XXXX XXXX, XXXX, approximately one month ago. The point of this complaint is to indicate a systmatic racketeering scheme concocted by Incomm Holdings and the XXXX <em>Credit</em> <em>card</em> company."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[22.411913,"2683836"]},{"_index":"complaint-public-v1","_id":"19246577","_score":22.292908,"_source":{"product":"Prepaid card","complaint_what_happened":"I had a problem XXXX XXXX XXXX  with Netspend where they took money off my account for charges I did not make they did credit that amount back to my card as it was their mistake. Several times I have had fraud on this card and I am a firm believer that its an inside job. I believe its people from Netspend that are attempting to use my card or are using my card. This happens almost every time I make a purchase and I will no longer be using the card. However, I would like a refund of the money that should be on my card along with reimbursement for the many hours I have spent on the phone and all of the astronomical fees! yesterday I made a purchase with this card no problem this morning. I paid a bill with that card and right afterwards I had multiple charges that came off my card and very many charges that were attempted. This is the first time Ive used this card with that company that I paid the bill to I trust that company. I cant imagine it was on their end but one never knows but for as often as this happens, I believe its an inside job and it needs to be looked into. I asked to talk to a supervisor and XXXX different times. I got cut off. They would try to transfer me saying they were gon na transfer me and it would come back and say leave a message and hang up so obviously theyre dealing with a lot of problems and they dont wan na talk to their customers so the first person I spoke with this mornings name was XXXX. She was a pain XXXX XXXX XXXX. The XXXX one was XXXX the XXXX  one was XXXX XXXX, and the last one was XXXX and everyone of them cut me off. I will be seeking out a new prepaid card hopefully with less fees, but something needs to be done about the fact that I have so much fraud on this card. There is just somewhere a problem.","date_sent_to_company":"2026-02-10T12:56:27.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"539XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"19246577","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2026-02-04T17:51:30.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["I will be seeking out a new <em>prepaid</em> <em>card</em> hopefully with less fees, but something needs to be done about the fact that I have so much fraud on this <em>card</em>. There is just somewhere a <em>problem</em>."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Charged for a <em>purchase</em> or <em>transfer</em> you did not make with the <em>card</em>"]},"sort":[22.292908,"19246577"]},{"_index":"complaint-public-v1","_id":"18321825","_score":21.592281,"_source":{"product":"Prepaid card","complaint_what_happened":"Product : Prepaid card / Debit card Company : XXXX XXXX Related merchant : Albert ( XXXX, XXXX XXXX XXXX  ) What happened On XXXX XXXX XXXX a {$58.00} debit card transaction posted to my XXXX account from Albert ( XXXX ). \n\nThe transaction posted as a XXXX XXXX : Signature purchase, including a Visa Acquirer ID ( XXXX ). This confirms the charge was processed through the XXXX network, not XXXX and not an internal account transfer. \n\nI did not authorize Albert to initiate a debit card transaction, nor did I provide debit card credentials for this charge. I did not approve, confirm, or initiate this transaction in the Albert app or anywhere else. \n\nAlbert is attempting to characterize this transaction as an authorized advance repayment or internal transfer. That claim is factually inconsistent with the transaction classification. Internal transfers or XXXX repayments do not settle as XXXX signature debit purchases and do not generate XXXX acquirer IDs. \n\n\n\nWhy this is a problem This was a XXXX signature debit card transaction, not XXXX. \nI did not authorize debit card use. \nXXXX is required under Regulation E to : Properly investigate unauthorized debit card transactions Provide provisional credit when applicable Base its decision on the actual transaction type, not the merchants characterization Treating this as an authorized transfer despite clear Visa network evidence violates Reg E error-resolution requirements. \n\n\n\nAdditional details/ evidence Pending authorization on XX/XX/25 showed a generic merchant hold Final posted transaction on XX/XX/25 clearly states Debit : Signature purchase Merchant descriptor : Albert / XXXX / XXXX XXXX XXXX XXXX  Acquirer ID present ( not possible with ACH or internal transfers )","date_sent_to_company":"2025-12-27T21:47:02.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"546XX","tags":null,"has_narrative":true,"complaint_id":"18321825","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Albert Corporation","date_received":"2025-12-27T21:32:50.000Z","state":"WI","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["Internal <em>transfers</em> or XXXX repayments do not settle as XXXX signature debit <em>purchases</em> and do not generate XXXX acquirer IDs. \n\n\n\nWhy this is a <em>problem</em> This was a XXXX signature debit <em>card</em> transaction, not XXXX. \nI did not authorize debit <em>card</em> use."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Charged for a <em>purchase</em> or <em>transfer</em> you did not make with the <em>card</em>"]},"sort":[21.592281,"18321825"]},{"_index":"complaint-public-v1","_id":"7908345","_score":21.182938,"_source":{"product":"Prepaid card","complaint_what_happened":"Dear Sir/Madam : I bought the {$250.00} Vanilla prepaid card ( XXXX XXXX XXXX XXXX ) at XXXX XXXX on XXXX XXXX. I paid {$1.00} to XXXX XXXX for verify the card works or not. Then I used the prepaid card without any problem. But I closed XXXX XXXX account later, XXXX XXXX refunded the balance {$590.00} to the VISA Prepaid card. But the card doesn't work. I called the VISA company, the agent told me they can see the VISA prepaid card has {$590.00} on balance. and he opened a ticket ( XXXX ) and wait until XXXX business hours. \nI called them again, another agent said the ticket was still opening, let me wait another XXXX business hours. \nI followed this case again. One lady told me, the ticket was still open, and asked for the documents. But I have never received any notice for it, But I send all of the documents ( photos of the original card, receipt, and the original package ). She said, I will get a replacement card later. \nThen I received a email from XXXX, the email said, I need provide a copy of the original purchase and return receipt for the XXXX XXXX return. I called XXXX XXXX, they said my account is closed already. they can not provide anything to me. \nI called Incomm again, the first agent said he can not do anything for it, I asked for transferring to the supervisor. Then the supervisor still told me they need the copy from XXXX XXXX. She promised me, I will get a call from a manager in XXXX business hours. But until now, no one contacted me. \nAs a consumer, I simply used this company 's prepaid card, received a large refund, and then restricted this credit card. And then refused for various inexplicable reasons.This money is too important to us for current economic environment, everyone is struggling to survive. But this company 's approach leaves consumers sad and disappointed. \nI hope that with your help, you can help me recover this XXXX dollars. This would be a huge help to my XXXX  family. Thank you for your time and help.","date_sent_to_company":"2023-11-27T20:16:56.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7908345","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2023-11-27T20:11:04.000Z","state":null,"company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Dear Sir/Madam : I bought the {$250.00} Vanilla <em>prepaid</em> <em>card</em> ( XXXX XXXX XXXX XXXX ) at XXXX XXXX on XXXX XXXX. I paid {$1.00} to XXXX XXXX for verify the <em>card</em> works or not. Then I used the <em>prepaid</em> <em>card</em> without any <em>problem</em>. But I closed XXXX XXXX account later, XXXX XXXX refunded the balance {$590.00} to the VISA <em>Prepaid</em> <em>card</em>. But the <em>card</em> doesn't work."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[21.182938,"7908345"]},{"_index":"complaint-public-v1","_id":"8733350","_score":19.843452,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through XXXX, XXXX Bank XXXX XXXX The XXXX credit building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my XXXX  checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my credit builder account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my credit score went down. When I checked my XXXX XXXX account it showed that XXXX reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted XXXX to find out why my credit builder account reported a negative balance. They told me that it was how the credit agencies interpret XXXX reports and i would have to dispute it with the credit agencies. I have since turned off my credit builder card with a balance of {$0.00}. I then XXXX  if anyone else had a similar problem with XXXX. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:30.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8733350","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-04-09T20:00:28.000Z","state":"IL","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a <em>credit</em> building <em>card</em> through XXXX, XXXX Bank XXXX XXXX The XXXX <em>credit</em> building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my XXXX  checking account to my <em>credit</em> builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[19.843452,"8733350"]},{"_index":"complaint-public-v1","_id":"8735665","_score":19.835714,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through Chime, XXXX XXXX XXXX XXXX The Chime credit building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my Chime checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my credit builder account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my XXXX XXXX went down. When I checked my XXXX XXXX  account it showed that Chime reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted Chime to find out why my credit builder account reported a negative balance. They told me that it was how the credit agencies interpret chime reports and i would have to dispute it with the credit agencies. I have since turned off my credit builder card with a balance of {$0.00}. I then googled if anyone else had a similar problem with Chime. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:12.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8735665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-04-09T19:34:02.000Z","state":"IL","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a <em>credit</em> building <em>card</em> through Chime, XXXX XXXX XXXX XXXX The Chime <em>credit</em> building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my Chime checking account to my <em>credit</em> builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[19.835714,"8735665"]},{"_index":"complaint-public-v1","_id":"8735592","_score":19.801397,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through XXXXXXXX XXXX XXXX XXXXXXXX XXXX The XXXXXXXX XXXX building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my XXXX checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my XXXX XXXX account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my credit score went down. When I checked my XXXX XXXX account it showed that XXXX reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted XXXX to find out why my XXXX XXXX account reported a negative balance. They told me that it was how the credit agencies interpret XXXX  reports and i would have to dispute it with the credit agencies. I have since turned off my XXXX XXXX card with a balance of {$0.00}. I then XXXX  if anyone else had a similar problem with XXXX. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:30.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8735592","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-04-09T20:00:28.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a <em>credit</em> building <em>card</em> through XXXXXXXX XXXX XXXX XXXXXXXX XXXX The XXXXXXXX XXXX building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my XXXX checking account to my <em>credit</em> builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[19.801397,"8735592"]},{"_index":"complaint-public-v1","_id":"1833756","_score":19.423225,"_source":{"product":"Prepaid card","complaint_what_happened":"I have a prepaid debit card issued by US bank as a vehicle to receive child support payments from the State XXXX. Recently US bank instituted a policy that changes the requested authorization holds at gas stations from the requested {$1.00} 3 day hold to a {$75.00} 10 day hold. The reality is that most merchants batch their credit card transactions daily, authorization holds should not last more than the requested 3 days. I recently visited a gas station to purchase gasoline with my US Bank issued prepaid card, and there was an issue with the pump which caused the transaction to time out without allowing me to purchase gas. I tried a second time and was only allowed to purchase {$9.00} of gasoline, although I had {$84.00} available before I began trying to purchase gas. Confused about what was happening, I contacted US Bank on the phone number on the back of my card. I was greeted by a representative that informed me that it is the policy of US bank to place a {$75.00} hold on child support funds issued on my card for 10 days anytime I purchase gasoline with the card. I informed the representative that I was not able to complete the first purchase as the machine had timed out so no purchase actually occurred. I asked her what I needed to do to get the {$75.00} authorization released so I could purchase groceries with the remaining funds as I planned to do. She casually told me that it was impossible to have the inaccurate {$75.00} hold released that was placed in error with the gas pump timed out and that I needed to wait 10 day for US bank to release the funds back to me to be used for the purpose intended ( child support ). I asked to speak to a supervisor and I was transferred to a person who identified herself as XXXX XXXX. She casually and callously told me that I should have read my disclosures and that even though a gas purchase did n't actually happen, since I entered my card into the gas station pump, I am subject to the {$75.00} hold for 10 days. I explained to her that the gas pump had an error and did n't provide me with gas, so purchase was actually completed, and I was told that was my problem and that it was impossible for the hold to be removed by US Bank. I find it incredibly concerning that a company as reputable as US Bank would make a decision to do this to people who depend on these child support funds to care for their children. First of all a {$75.00} hold is excessive in the first place, and for many families like mine, that is the amount of money spent buying groceries for a week. A purchase of gasoline, which cost less that {$25.00} should not warrant a {$75.00} hold. Secondly a hold of any amount for a period of 10 days is incredibly excessive. When errors like this occur, US bank is taking food from the mouths of children for almost 2 weeks due to a computer error that cardholders did not cause. It is already unfair enough that a financial institution, is allowed to hold these funds and not be required to pay interest but to not be held to the same rules as bank accounts, which are required to release holds within a reasonable amount of time, is simply unconscionable. This needs to be investigated as it is absolutely unfair to card holders. I did not cause the error at the gas pump and I am being punished as a card holder by US Bank for this problem. Not being able to purchase groceries for 10 days is simply unfair. US Bank should be held accountable and made to revisit this policy that renders card holders helpless in these situations, with excessive hold amounts for excessive time frames.","date_sent_to_company":"2016-03-17T16:31:13.000Z","issue":"Unauthorized transactions/trans. issues","sub_product":"Government benefit payment card","zip_code":"85048","tags":null,"has_narrative":true,"complaint_id":"1833756","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2016-03-15T17:21:44.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have a <em>prepaid</em> debit <em>card</em> issued by US bank as a vehicle to receive child support payments from the State XXXX. Recently US bank instituted a policy that changes the requested authorization holds at gas stations from the requested {$1.00} 3 day hold to a {$75.00} 10 day hold. The reality is that most merchants batch their <em>credit</em> <em>card</em> transactions daily, authorization holds should not last more than the requested 3 days."],"product":["<em>Prepaid</em> <em>card</em>"],"sub_product":["Government benefit payment <em>card</em>"]},"sort":[19.423225,"1833756"]},{"_index":"complaint-public-v1","_id":"5526796","_score":18.022484,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I filed a Complaint : XXXX CLOSED STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Credit card or prepaid card ISSUE Problem with a purchase or transfer On XX/XX/XXXX, I was arrested in the parking lot, on an outstanding warrant for a Probation Violation where I was living at the XXXX Motel in XXXX, AZ. All my clothes, hygiene, dog, wallet ( with my Card com card, my XXXX XXXX  card, my XXXX XXXX, my AZ DL, and cash ), laptop, etc. were all in the room at the hotel. I was incarcerated at the XXXX XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX. None of my clothing, hygiene, debit cards or money was at the hotel when I was released on XX/XX/XXXX. When I finally got into my CARD.COM account, there were several transactions from XX/XX/XXXX through XX/XX/XXXX XXXX, XXXX. Since I was incarcerated, with NO access to my cards, my phone, etc. at the time of the charges, there's no way I could have made any of those transactions. I filed a Dispute on XXXX separate occasions with CARD. COM, per their request, with all the required paperwork ( police report, Arrest Report, etc. ). CARD. COM denied my claim. \n\nNEW CLAIM : Card.com paid me {$630.00}, which was for transactions that occurred while I was incarcerated. However, there are still several transactions that occurred while I was incarcerated, that were not reimbursed. There still is an outstanding balance owed to me of {$1000.00}. I was incarcerated from XX/XX/XXXX until XX/XX/XXXX.","date_sent_to_company":"2022-05-02T18:02:32.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"85017","tags":"Servicemember","has_narrative":true,"complaint_id":"5526796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARD Corporation","date_received":"2022-05-02T17:49:25.000Z","state":"AZ","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["I filed a Complaint : XXXX CLOSED STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT <em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em> ISSUE <em>Problem</em> with a <em>purchase</em> or <em>transfer</em> On XX/XX/XXXX, I was arrested in the parking lot, on an outstanding warrant for a Probation Violation where I was living at the XXXX Motel in XXXX, AZ. All my clothes, hygiene, dog, wallet ( with my <em>Card</em> com <em>card</em>, my XXXX XXXX  <em>card</em>, my XXXX XXXX, my AZ DL, and cash ), laptop, etc. were all in the room at the hotel."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"company":["<em>CARD</em> Corporation"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[18.022484,"5526796"]},{"_index":"complaint-public-v1","_id":"6361829","_score":17.85431,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, I have been having more consistent problems for some reason. You may have to read all of this email and previous sent emails to somewhat understand what I have been going through, just with this. On my American Express Serve debit card, there is a \" Cash Pickup powered by Ria '' feature that I have been unable to use for some reason. Serve claims that this feature is available to all Serve cardholders that have verified their email. I am also unable to add an email to my account for some reason and get an error. Over the XXXX I somehow lost my XXXX XXXX card and had to use the Serve instant debit card transfer option to add money, which has a {$200.00} limit, to my Serve account so that I could use a ATM. This feature mysteriously stopped working for me after a few times, and only gives me an error message every time I try. \n\nI had the idea to transfer all of my money out of Serve onto my XXXX XXXX XXXX XXXX. Then I found out just XXXX  that I can't buy money orders with my XXXX XXXX XXXX for some reason : XXXX XXXX XXXX So then I find that what I guess is the only solution, to close the XXXX XXXX XXXX that I have also had for some time and pick up the cash at XXXX which would close the card. I have had my Serve card and account since XXXX. It has expired and I just received a new one. \n\n\nXXXX XXXX XXXX My current Serve balance is {$2900.00} and it still won't let me do the XXXX XXXX XXXX for {$2500.00} which is the limit. I have contacted XXXX, and tried to do the bank transfer with them, but they locked my account and have been waiting for days for any help with this. They claimed it was rejected because of ID verification, and I sent them all of it. My photo ID front and back, a picture of me holding it, a picture of a recently delivered item from XXXX, a picture of the shipping label that I purchased, screenshots of my Serve account. But I am still unable to log in and am still waiting on their customer service. \n\nAnd was told here : XXXX XXXX XXXX, XXXX regards to purchasing a money order at the local XXXX XXXX. \n\nIf the American Express card you are using is a bank debit card then yes you can use either debit or cash to purchase a money order \" And from XXXX XXXX XXXX XXXX XXXX XXXXXXXX \" Yes I have the information from the money order help pages. I am trying to make sure my payment cards will work in the store. \n\nDoes it matter if it is a prepaid or : normal '' debit card? I have been experiencing some crazy problems every day, trying to get money orders sent for an important transaction that I have to complete involving purchasing money orders and sending them with a XXXX XXXXXXXX XXXX XXXX envelope that I purchased. \" They responded : \" Recently you requested personal assistance from XXXX XXXX XXXX. Below is our response and a summary of your request. \nReference # XXXX Response : XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Hello XXXX XXXX Thank you for contacting back to us. \n\nXXXX, do not worry you can purchase money orders from store through your debit card whether it is prepaid or a normal debit card. \n\nIf you have additional questions, please reply to this email and I'll be more than happy to assist. \n\nTake care- and I wish continued health and safety to you and everyone whom your cherish and XXXX XXXX. \n\nSincerely, XXXX, XXXX XXXX XXXX '' \" Hi, thanks I was just wondering if my debit card will work in-store to purchase a money order? I have an American Express Serve debit card, with sufficient funds for what I need, but have been getting declined for some reason trying to purchase money orders at the XXXX XXXX, and the supermarket. I contacted Serve customer support and they said that there are no restrictions preventing anything. I was also told by XXXX that it will work if it is a debit card with a pin, which is what it is. If that doesn't work, I have a XXXXXXXX XXXX XXXX too, which is a XXXXXXXX XXXX with the Serve card as the preferred method. \n\nThanks, XXXX '' \" I recently tried to purchase money orders at the XXXX XXXX. I gave my mother my American Express Serve debit card to pay with. It says on the website that I can use debit cards, and that American Express is accepted at retail. But, she returned saying that \" it couldn't be done because the person told her that it is a credit card and not a debit card. This is an important purchase for me, it is for a vehicle purchase and seems to be the only way that I can pay the dealer. I also have a deposit on it. I want to be sure that we can go to the XXXX XXXX and purchase the money orders that I need, and the fastest mail with a tracking number, without any more problems for some reason. My card has sufficient funds available. I will try using another XXXX XXXX? She might have went to the XXXX XXXXXXXX XXXX XXXX XXXX, I don't know. \n\nThanks and XXXX XXXX XXXXXXXX XXXX '' Thank you for any assistance, XXXX I need to complete this payment, so I need to be able to purchase money orders with my debit card, which should not be a problem at XXXX or XXXX and I have confimed this with every customer support involved. I tried XXXX XXXX at XXXX, a feature of the Serve card, and it says that they are unable to approve the transaction for some reason. I tried for lesser amounts, XXXX, XXXX, XXXX, but all were unable to be approved. The ATM limit on a Serve card is {$750.00}, and am being left with no choice but to go to the ATM on my bicycle every day and buy the money orders with cash. \n\n\nXXXX Your case has been successfully submitted to XXXX. Your case number is XXXX Your email has been sent. \nThank you for contacting XXXX. Please find your service request number below. You will receive a confirmation email soon. Click Close to return to the Email Us start page. \n\nService Request Number : XXXX My name is XXXX XXXX and I have been trying to make a payment to XXXX XXXX XXXX. I have the payment on my Amex XXXX XXXX XXXX XXXX XXXX ). They sent me their bank info which is XXXX XXXX XXXXXXXX XXXX Name : XXXX XXXX XXXX XXXX. I would like to finish the transfers, instead of mailing money orders. My debit has it's own account and routing numbers, and I have sufficient funds. \n\nI have been having difficulties attempting to purchase money orders. I have contacted each customer service and have been assured that there are no problems and that it should be working, and to try again. \n\nThey said that I can pay the remainder on my vehicle with bank transfer \" Here is our bank info for you to bring to your bank to initiate the transfer. Please be aware our bank will not accept XXXX transfers or on-line bill pay checks. '' I tried to send a XXXX direct to bank transfer, and was declined. The payment is {$2800.00}, and there is a balance of {$2900.00}. \n\nLater contacting XXXX since there is nothing else yet : My name is XXXX XXXX and I have been trying to make a payment to XXXX XXXX XXXX. I have the payment on my Amex XXXX XXXX XXXX XXXX XXXX XXXX. They sent me their bank info which is XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I would like to finish the transfers, instead of mailing money orders. My debit has it's own account and routing numbers, and I have sufficient funds. \nI attempted to do the transfer with XXXX, and it was declined and my account \" locked for security purposes '' while waiting for the bank account verification deposits on my Serve account, and I explained in the email this situation, but have not received any response yet. \nI have been having difficulties attempting to purchase money orders. I have contacted each customer service and have been assured that there are no problems and that it should be working, and to try again. \nThey said that I can pay the remainder on my vehicle with bank transfer \" Here is our bank info for you to bring to your bank to initiate the transfer. Please be aware our bank will not accept XXXX transfers or on-line bill pay checks. '' I tried to send a XXXX direct to bank transfer, and was declined. The payment is {$2800.00}, and there is still a balance of {$2900.00} on my Serve account waiting for me to complete payment. \nI need to complete this payment, so I need to be able to purchase money orders with my debit card, which should not be a problem at XXXX or XXXX and I have confimed this with every customer support involved. I tried XXXX XXXX XXXX at XXXX, a feature of the Serve card, and it says that they are unable to approve the transaction for some reason. I tried for lesser amounts, XXXX, XXXX, XXXX, but all were unable to be approved. The ATM limit on a Serve card is {$750.00}, and am being left with no choice but to go to the ATM on my bicycle every day and buy the money orders with cash, which is really not an acceptable option for me. For just XXXX example, right now it is pouring rain outside. \nXXXX XXXX This is for a vehicle that I have a deposit on and recently purchased most of the parts for. I finally placed the deposit on XXXX, and have been trying to pay the remainder since then, with sufficient funds in my account. \n\nBefore this, I had to withdraw all of the money that I had saved for this with ATM transactions from my XXXX XXXX card, which also kept being declined for some reason, so that I could load the Serve card with the money, so that I could pay for another vehicle, where the seller suddenly backed out after I finally sent {$2800.00} to him with XXXX transactions of {$1500.00}, {$700.00} and {$600.00}. He suddenly refunded my money after informing him that a tower that was trying to set up had backed out and said that he can't take the job after asking if I could pay with XXXX, just because it would be easier, when I had his requested deposit on my Serve card, after trading in all of my video games at XXXX for the money. XXXX of the transactions were immediately refunded and available but the {$600.00} \" was refunded by echeck '' so I had to wait for that to eventually clear back into my Serve card. Avoid XXXX XXXX too, ok. \n\nXX/XX/XXXX Parts delivered to wrong address, XXXXXXXX XXXX  packages with a picture of delivery at a house with a red door. I walked up and down XXXX XXXX and could not find it. There was also some kind of work being down down XXXX XXXXXXXX XXXX XXXX XXXX XXXX A few red front doors but no packages or the wrong XXXX house. There was a knock on my door and was informed that my orders were in front of XXXXXXXX XXXX  house on the corner, and had to go get them. \n\nXXXX XXXXXX/XX/XXXX, I woke up to find XXXX ATM decline charges of XXXX on my Serve account. I am sure that I did not sleep walk to the ATM and that it didn't leave this house when I was sleeping. There are XXXX text messages from Serve.","date_sent_to_company":"2022-12-26T12:12:44.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"117XX","tags":null,"has_narrative":true,"complaint_id":"6361829","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2022-12-26T11:26:59.000Z","state":"NY","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["And was told here : XXXX XXXX XXXX, XXXX regards to <em>purchasing</em> a money order at the local XXXX XXXX. \n\nIf the American Express <em>card</em> you are using is a bank debit <em>card</em> then yes you can use either debit or cash to <em>purchase</em> a money order \" And from XXXX XXXX XXXX XXXX XXXX XXXXXXXX \" Yes I have the information from the money order help pages. I am trying to make sure my payment cards will work in the store. \n\nDoes it matter if it is a <em>prepaid</em> or : normal '' debit <em>card</em>?"],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[17.85431,"6361829"]},{"_index":"complaint-public-v1","_id":"12487522","_score":17.382433,"_source":{"product":"Prepaid card","complaint_what_happened":"Initially I purchased a prepaid NetSpend debit loaded it and used it a few times when I loaded the app my phone, I had issues being able to access the correct card account due to previous accounts ( cards ) ; with netspend after a call with customer service during which they utilized identify verification questions from credit bureaus, account access was corrected, balance transfered to correct card and after my call with customer service ( same day ) I used the app on my phone to both correct and update personal account information specifically address email and other point of contact information as well as changing passwords and other security related information in an effort to secure my account as I had just fixed it with customer service however this apparently triggered a fraudwork on their end and I was locked out of my account have been unable to successfully verify with NetSpend because of the required documentation they request is not available to me I have been homeless for several months and have had several issues with both receiving mail and getting duplicates of cards and ID such documents that I need however at this point in time they verified my identity according to their own document service and now we're only waiting for a second document for verification of the previous address or current address I have attempted multiple times to correct this information and resolve this problem with him by submitting documents that I have I've been able to do so and I'm locked out of my account information that was necessary on the old account to the new account","date_sent_to_company":"2025-03-14T17:12:19.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"38133","tags":null,"has_narrative":true,"complaint_id":"12487522","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2025-03-14T16:56:08.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["Initially I <em>purchased</em> a <em>prepaid</em> NetSpend debit loaded it and used it a few times when I loaded the app my phone, I had issues being able to access the correct <em>card</em> account due to previous accounts ( cards ) ; with netspend after a call with customer service during which they utilized identify verification questions from <em>credit</em> bureaus, account access was corrected, balance <em>transfered</em> to correct <em>card</em> and after my call with customer service ( same day ) I used the app on my phone to both correct and"],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble getting information about the <em>card</em>"]},"sort":[17.382433,"12487522"]},{"_index":"complaint-public-v1","_id":"8441179","_score":16.734823,"_source":{"product":"Credit card","complaint_what_happened":"To whom it may concern : I signed up for the Amex XXXX XXXX card on XX/XX/XXXX. The welcome bonus for the card required spending {$10000.00} over 3 months to receive a bonus of XXXX Membership Rewards points. I confirmed via Amex XXXX that the due date to complete the spending requirement was by end of day XX/XX/XXXX. I completed this spending requirement but did not receive the welcome bonus. \n\nWhen I contacted Amex via XXXX regarding the bonus, the agent stated that IRS tax payments do not count. This is the specific message sent by the chat agent : \" I appreciate your patience. \nI've checked your account and see that as a welcome bonus offer, you can earn XXXX Membership Rewards points after {$10000.00} or more eligible purchases are made on the card within the first 3 months of XXXX XXXX. \nPlease note that Eligible purchases are purchases for goods and services minus returns and other credits. \nEligible purchases do NOT include fees or interest charges, balance transfers, cash advances, purchases of travelers checks, purchases or reloading of prepaid cards, or purchases of other cash equivalents. \nI can see that you've a charge made to US TREASURY TAX PAYMENT which is not an eligible charge for welcome bonus. '' However, I have done research and the tax payment DOES count for welcome bonus spending as it is NOT a cash equivalent, it is a bill. The chat agent would not help me anymore so I called in a few days later to speak to a phone agent. \n\nThe phone agent gave me completely different information ; they claimed that the tax payment DID count but the problem was a payment I made to a contractor ( XXXX XXXX XXXX ) which was processed via XXXX. This was a purchase of Goods & Services, it was payment for construction of a block wall. The payment was made on XX/XX/XXXX for the amount of {$4500.00} to XXXX XXXX XXXX. \n\nThis agent also could not help me any further so I asked to speak to a supervisor. The supervisor said they could see that the payment via XXXX was for Goods & Services- they could see that it was not a person-to-person payment ( which incurs no fees ). In fact, when you pay via XXXX for Goods & Services there is a XXXX % fee which was around {$130.00} and the supervisor acknowledged that they could see that level of transaction data. They then claimed that this payment to a business for Goods & Services did not count for the welcome bonus spending, even though it was clearly a purchase. \n\nI went over the Terms of Service for the XXXX XXXX  card and there is no mention in any of the contract that I received from Amex which states that payments made for Goods & Services do not count towards the welcome bonus ; on the contrary, as the chat agent stated, the only transactions which do not count are for cash equivalents. As this is clearly not a cash equivalent this is a payment for XXXX XXXX XXXX, which the phone supervisor acknowledged, then this payment should count towards the spending requirement for the welcome bonus.","date_sent_to_company":"2024-02-28T22:41:46.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"87108","tags":null,"has_narrative":true,"complaint_id":"8441179","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-02-28T21:36:00.000Z","state":"NM","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["I've checked your account and see that as a welcome bonus offer, you can earn XXXX Membership Rewards points after {$10000.00} or more eligible <em>purchases</em> are made on the <em>card</em> within the first 3 months of XXXX XXXX. \nPlease note that Eligible <em>purchases</em> are <em>purchases</em> for goods and services minus returns and other <em>credits</em>."],"product":["<em>Credit</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[16.734823,"8441179"]},{"_index":"complaint-public-v1","_id":"2948222","_score":15.977253,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This problem relates to my credit card with XXXX XXXX XXXX, linked to my XXXX XXXX account. The issue involves both entities. \n\nI have a {$32000.00} credit limit, and pay my balance in full each month. We are in the process of moving, which has meant a number of purchases in excess of our usual. For that reason, I prepaid a portion of my balance, {$7400.00} on XX/XX/XXXX. In order to do this, and to have it credited promptly, I did it by cash transfer from my XXXX account ; indeed, having the ability to do this was the reason I chose this card in the first place. The XXXX site showed the payment immediately, and the XXXX site immediately showed the amount as debited from my cash account. \n\nAll was well until XX/XX/XXXX, when I noted that the XXXX site showed a \" returned item '' of {$7400.00} ; interestingly, the XXXX account no longer showed the payment. I immediately called a representative. The first XXXX representative with whom I spoke simply said that the payment was denied, and that he knew nothing more about it. He was rude and unhelpful. I asked to speak with his supervisor. The supervisor was much more helpful, although he could not understand the problem. He then contacted XXXX, and I had a three-way conference call with representatives of both institutions. \n\nThe XXXX representatives each blamed the other institution for the problem ; the only thing upon which they agreed that it was not my problem. Briefly, it appears that for the type of transaction I was undertaking XXXX required a different routing number. He agreed that this information was not on the XXXX site -- which, of course, shows the XXXX logo but is not strictly under XXXX control. With both representatives on the line, we then undertook a telephone transfer, which both representatives agreed was successful. I specifically asked the XXXX representative when the credit would show on my account, and he indicated the next business day. I made it clear that I would challenge any associated fees or penalties, and both agreed there there should be none. Both representatives agreed that their respective materials needed to better explain the process for this type of transaction. They indicated that they would be forwarding this information up their respective chains of command. \n\nBy the next day, the XXXX site again showed the payment, and the XXXX site again showed a debit of {$7400.00} from my cash account. However, the XXXX site continued to show a {$0.00} credit available. This continued to be the case until today. In the meantime, I was unable to use the card -- a problem since we are over a XXXX miles from home and moving into a new residence! \n\nI called XXXX today and, of course, the representative with whom I spoke knew nothing of the foregoing. He simply told me that because of the \" returned item, '' a hold had been placed on my account. He was unable to provide any additional explanation or assistance. He did indicate that as of tomorrow, the hold would be lifted and the credit again available. \n\nThis has created a nightmare for me. Beyond this, I have been significantly disadvantaged, in that my cash account was debited immediately, yet the credit for the payment took over a week to finalize. \n\nIt is curious that when it comes to marketing, XXXX and XXXX give the illusion of a seamless system ; indeed, the XXXX name appears only in small print, and everything is labeled \" XXXX. '' Yet, when a problem like this develops, both entities insist on their independence, and blame the other for any confusion! \n\nIf things go as promised ( a big \" if '' ), I should be made whole by tomorrow. Yet, I believe that this snafu has uncovered a real problem between these entities, which has certainly caused by significant distress and real financial loss. \n\nI would appreciate your looking into this matter. Thank you very much.","date_sent_to_company":"2018-06-27T17:43:54.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"132XX","tags":null,"has_narrative":true,"complaint_id":"2948222","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2018-06-27T17:11:38.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["This <em>problem</em> relates to my <em>credit</em> <em>card</em> with XXXX XXXX XXXX, linked to my XXXX XXXX account. The issue involves both entities. \n\nI have a {$32000.00} <em>credit</em> limit, and pay my balance in full each month. We are in the process of moving, which has meant a number of <em>purchases</em> in excess of our usual. For that reason, I <em>prepaid</em> a portion of my balance, {$7400.00} on XX/XX/XXXX."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> when making payments"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Problem</em> during payment process"]},"sort":[15.977253,"2948222"]},{"_index":"complaint-public-v1","_id":"3414694","_score":15.860412,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased AmEx Serve prepaid reloadable card and it was sent to me by mail in XX/XX/XXXX. They charged fees every time you reload this card. In XX/XX/XXXX I experienced problem with transaction and notified AmEx Serve. They responded but never provided Statement of disputed transaction Form. Further problems occurred why using this card. After merchant issued credits, refunds AmeEx Served would hold on to money and wouldn't cred it for 15-35 days on my account, obviously holding it up to accumulate interest. It happened at least 9 times, during which I wasn't able to have access to my own funds, wasn't able to pay bills, medical bill, or purchase food and I accumulate debts because AmEx Serve would hold hundreds of dollars not releasing them. I initiated another dispute in XX/XX/XXXX which was never resolved by AmEx Serve. The worst part was that trying to reach supervisor or someone who would explain why they are holding up my funds. There were times when I spent 2-3 hours on a phone. One day I documented speaking with XXXX who put me on hold for 18 minutes, then it was XXXX who transferred me to XXXX and after that XXXX. Was over 1 hour. They intentionally jerking you from one person to another and wouldn't release funds, while printing Statements showed that merchant issued refund and I reloaded card but funds would not be available! Another day I spoke to XXXX who put me on 26 minutes hold, connected with XXXX, then XXXX and then XXXX. This intentional financial abuse of Consumer who can't use its own funds! The same happened at the end of XXXX. \nI filed complaint with FTC # XXXX in XXXX which entered into their database. Total I spent over 9 hours on a phone, mostly holding a line dealing with these issues. It was similar situation in XXXX when merchant issued a refund of {$90.00} first week of XXXX and at the end of XXXX AmEx would still hold on to my money and not credited my account. That when I filed claim with FTC nor aware that they can't enforce AmEx to reimburse me money lost, but rather filing class action when they have significant amount of complaints. AmEx had astounding amount of class action Settlements against them for different violation of State and Federal law. I know, because I was class member, notified on at least 3 occasions. But in this particular situation I had lost {$390.00} because of these ongoing fraud by AmEx Serve not able to use my money, while they continued charging me all kind of fees. I want XXXX reimburse me {$390.00}","date_sent_to_company":"2019-10-22T05:47:40.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"90505","tags":null,"has_narrative":true,"complaint_id":"3414694","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-10-22T05:10:20.000Z","state":"CA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I <em>purchased</em> AmEx Serve <em>prepaid</em> reloadable <em>card</em> and it was sent to me by mail in XX/XX/XXXX. They charged fees every time you reload this <em>card</em>. In XX/XX/XXXX I experienced <em>problem</em> with transaction and notified AmEx Serve. They responded but never provided Statement of disputed transaction Form. Further <em>problems</em> occurred why using this <em>card</em>."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using your <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["Can't use <em>card</em> to make purchases"]},"sort":[15.860412,"3414694"]},{"_index":"complaint-public-v1","_id":"7308300","_score":15.849409,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Payment details : Auth. ID : XXXX Retrieval Reference Number : XXXX Originally reached out to company on the XXXX of XX/XX/2023 to report transaction as unauth/fradulent posted by XXXX XXXX XXXX XX/XX/XXXX in the amount of XXXX. I did not engage in business or facilitate a business transaction with that company on that particular day, full stop. This purchase hit my account though the prepaid, reloadable debit card they provided me. \n\nReceived a LOT of pushback from Bank basically stating that since I've done a **miniscule** amount of business with XXXX XXXX in the past, and on that basis alone, that they couldn't start a review and advised me to reach out to merchant. \n\nI explained that I already reached out to merchant and that they told me to call the bank ( crypto.com ), that I did NOT authorize this transaction, and insisted they move forward with the request. So they reluctantly proceeded forward with the claim. \n\nHere 's my problem with the way they handle it. My debit card is immediately frozen as it should be, but they also effectively freeze the provisional credit ( ref. reg E ) disallowing any balance held in my \" card account '' to be moved to any other account. They won't send me a new card because I will not send them selfies holding various signs/identifying documents to \" update '' my address which hasn't changed. \n\nHere are some messages from them in response to me asking for them to just move the \" card account '' money ( XXXX dollars consisting of their \" provisional credit '' ) into my USD wallet so I can, you know, actually access the credit. \n\n\" The process may take up to 45 calendar days from the time of your notice. I am sorry, but our team would need to finish their review so we can be able to proceed to transfer the funds afterward '' How, exactly, is this a \" provisional '' credit when their policies prevent you from moving money, which is another way of spending it. I'm pretty sure there are reg violations here since we're way past the 10 mark. \n.","date_sent_to_company":"2023-07-26T22:09:02.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"15642","tags":null,"has_narrative":true,"complaint_id":"7308300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Foris DAX, Inc.","date_received":"2023-07-26T21:09:10.000Z","state":"PA","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["This <em>purchase</em> hit my account though the <em>prepaid</em>, reloadable debit <em>card</em> they provided me. \n\nReceived a LOT of pushback from Bank basically stating that since I've done a **miniscule** amount of business with XXXX XXXX in the past, and on that basis alone, that they couldn't start a review and advised me to reach out to merchant."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[15.849409,"7308300"]},{"_index":"complaint-public-v1","_id":"3214064","_score":14.91483,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I've held an account with XXXX XXXX ( XXXX XXXX, XXXX XXXX, TN XXXX ) since XX/XX/XXXX. I submitted for the prepaid card in the amount of {$250.00} which was paid via check to open the account. \nRecently, in XX/XX/XXXX, I received a notice that my annual fee was overdue and incurred a late fee for a new total of {$66.00}. ( Annual fee is {$39.00} and the late payment charge was {$27.00} ) The full payment was by check and mailed, as this is the only option they allow for payment, and to the only address which is a PO Box as well. The next months bill showed my payment of {$66.00} and a new fee of {$38.00}. No purchases were made using the card in a very long time, and no \" charges '' were listed on the bill. Yet my new bill amount was listed as {$100.00}. \nAdmittedly and due to the fact I don't use this card, I hadn't been paying attention to the monthly paper bills because I wasn't using it, so this went unnoticed until yesterday XX/XX/XXXX when I received a \" refund check '' from them in the amount of {$100.00}. I called the \" customer service number XXXX to ask why I was receiving a \" refund check '' and they shared that when they closed my account, without notification, this amount was to refund my remaining balance of the original {$250.00} of my money I used to secure the credit line. \nWhen speaking with Customer Service, the representative kept saying there were late charges and fees, but I asked why, he could offer no answer. So I was transferred to \" Billing Dispute '' and restated my questions to which I was told that she was unable to \" see that far back into the billing history '' I asked why the person handling disputes can not see 6 months of billing history to help resolve problems and I received no logical answer. In short, these fees, in ranging amounts of {$27.00}, {$38.00} and up to {$39.00} were being charged, all with zero purchases and a XXXX balance, minus fees that were being charged, only being late due to the first erroneous late charge to a total of {$190.00} on the bill due XX/XX/XXXX. I received my last bill that seemingly \" erased '' those fees and brought my balance down to XXXX, my account was closed, without notice and was sent a \" refund '' of {$100.00} or {$140.00} less than the amount I PREPAID to secure the card. I asked if they would refund the remaining balance of {$140.00} and the representative went back into the circular conversation of my fees, even when I asked, why would I have a fee if my total due was {$66.00} if I paid {$66.00}. They are trying to take advantage of people and it's upsetting to think of those people that would really be hurt by this dishonest behavior. Even using their own math, they claim I owed them {$190.00} but sent me a check for {$100.00} these amounts exceed {$250.00}, so the math isn't even logical. I've never heard of a company charging less than their billing statement and then on top of that, sending a refund check ... it just doesn't add up, that and the escalating \" late fees '' that should have at a minimum been consistent or provided an update to terms fees and charges which they did not. \nThankfully, my credit is great now, due to other credit cards and loans I've always paid on time with no surprises or tricks and gotcha tactics. To charge a late fee on a late fee when there is a {$0.00} is fraudulent at least.","date_sent_to_company":"2019-04-16T21:02:24.000Z","issue":"Unexpected or other fees","sub_product":"General-purpose prepaid card","zip_code":"90712","tags":null,"has_narrative":true,"complaint_id":"3214064","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Synovus Bank","date_received":"2019-04-16T20:24:38.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["So I was <em>transferred</em> to \" Billing Dispute '' and restated my questions to which I was told that she was unable to \" see that far back into the billing history '' I asked why the person handling disputes can not see 6 months of billing history to help resolve <em>problems</em> and I received no logical answer."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"]},"sort":[14.91483,"3214064"]},{"_index":"complaint-public-v1","_id":"3983525","_score":14.909706,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Thursday, XX/XX/2020, I received an email from American Express titled \" Announcing something extra for your Hilton Honors American Express Surpass Card '' ( Attached ). The email went on to outline that between the date of the email and XX/XX/2020 card members would earn 12x Hilton points per dollar spent at U.S Supermarkets. I, along with additional cardholders on my account, spent at U.S Supermarkets during the promotion period. During this time, there was no indication from American Express that these purchases wouldn't earn points. All purchases were in compliance with the terms and conditions outlined in the Amex terms of this promotion that state : \" Eligible purchases can be made by the Basic Card Member and any Additional Card Members on a single Card account. Eligible purchases are purchases for goods and services minus returns and other credits. Eligible purchases do NOT include fees or interest charges, balance transfers, cash advances, purchases of travelers checks, person-to-person payments, the purchase or reloading of prepaid cards, and purchases of other cash equivalents. Additional terms and restrictions apply. Points received from your Card will be posted to your Hilton Honors member account up to 12 weeks after the end of each month. '' Furthermore, all purchases in my American Express account showed that they had earned the 12x points and these purchases were also reflected on my monthly statements as earning points under the promotion. When points were not deposited at the end of the promotion period, I called American Express and was reminded of the 12 week deposit period outlined in the promotion. It was not until over a month later on XX/XX/2020 that I received a letter from American Express stating that all transactions made during this promotional period would not earn points ( See attached letter ). The letter stated the same terms outlined in the original offer ( which I was in compliance with and are the same as the cardholder agreement ). This was the only correspondence that I had received from American Express, nearly 4 months since the start of the promotion and only after purchases on the card continued being made ( giving American Express the associated swipe fees with each transaction ). Shortly after receiving this letter, I chatted with an American Express representative regarding the letter. She reviewed my account and also did not see any ineligible transactions that would keep me from earning points ( See 2 attached screenshots ). On XX/XX/XXXX, she opened a case to look into the reasons behind these letters ( Reference # XXXX ). Presumably in response to this chat, I received an additional letter in the mail ( See attached XX/XX/XXXX letter ) restating what the XX/XX/XXXX letter said with the renewed warning that I had 30 days to reach out or the case would be closed. Upon receiving each of these letters I called American Express and agents did not know why these letters were sent but assured me that my case was open and had a closing date of XX/XX/XXXX. However, I was told that cases were usually resolved much sooner than that date. After each of these phone calls, I received duplicate letters, all like the previous ones. Subsequent status phone calls were made in regard to the case. The dates of these calls were : XX/XX/XXXX at XXXX XX/XX/XXXX CST, XX/XX/XXXX at XXXX XX/XX/XXXX CST, and XX/XX/XXXX at XXXX XXXX CST. On XX/XX/XXXX, I received my final letter ( Attached dated XX/XX/XXXX ) stating the exact same thing that previous letters stated and that the case was closed ( Case # : XXXX ). Amex restated the terms of the offer ( which I complied with and previous agents said as well ) and that I would not be awarded points for any purchases made during this period. I want to say, which was reiterated to every agent I spoke with, that prior to this incident I have never had a problem with American Express. I have been a happy card holder for many years and have always dealt with caring and professional people at all times I have called, including this incident. Unfortunately, I am disappointed that American Express would make what appears to be a bad-faith effort to encourage spending on their cards, collecting swipe fees in the process and only after, not award points that were made in accordance with the terms of the offer.","date_sent_to_company":"2020-12-01T19:00:08.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"541XX","tags":null,"has_narrative":true,"complaint_id":"3983525","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2020-12-01T18:07:01.000Z","state":"WI","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Eligible <em>purchases</em> do NOT include fees or interest charges, balance <em>transfers</em>, cash advances, <em>purchases</em> of travelers checks, person-to-person payments, the <em>purchase</em> or reloading of <em>prepaid</em> cards, and <em>purchases</em> of other cash equivalents. Additional terms and restrictions apply."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Problem</em> with rewards from <em>credit</em> <em>card</em>"]},"sort":[14.909706,"3983525"]},{"_index":"complaint-public-v1","_id":"3584415","_score":14.568769,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I purchased a Netspend PrePaid Debit card with a deposit of XXXX. \nMy intention was for a single use. On XX/XX/XXXX I used the Netspend PrePaid Debit Card to pay XXXX payment to XXXX XXXX XXXX. XXXX XXXX XXXX could not get an authorization for the transaction although indicated to me it had gone through. They returned to card to me. As previously stated, I never had any intention of opening or maintaining any account with Netspend. I  never activated the account cards they sent me, as far as I was concerned my business with them was complete. When my XXXX Social Security Deposit was made to my PayPal Prepaid Mastercard, 1 month and a half later, I am unable to use my funds. It is at this time I find out that A ) Paypal in in cahoots with Netspend and Netspend had come across to all of my paypal accounts including my Paypal Prepaid Mastercard locking them. When I call to find out what was going on I am told I owe XXXX. Impossible, I go on to find out that XXXX XXXX XXXX Force Posted XXXX on to a XXXX prepaid Debit card to which NETSPEND Authorized. Now, a month and a half later, they come knocking on my door, freeze my Prepaid Mastercard which held all of my Social Security Money telling me I was going to pay them that money. That email is attached - I didn't take kindly to them threatening me that they would shut down all my accounts if I didn't pay the {$740.00} The whole point of a PREPAID card to to avoid overdrafts, overdraft fees or charges. Yet Netspend seems to think differently. I don't know of a single bank account or credit card account would allow someone to overdraft a XXXX account by 300 %! Having had another situation with them regarding another prepaid card I purchased at the same time in XXXX, I reached the end of my rope. I submitted the following letter, filed a complaint with the XXXX  demanding they retract the approval for XXXX immediately. I never authorized that, I never approved it, I never even knew about it. I bought a freaking PREPAID DEBIT CARD THAT IS ONLY GOOD FOR THE AMOUNT OF MONEY ON THE CARD! \n\nTwo days ago I received a letter and a bill from XXXX XXXX XXXX   for {$1100.00}, indicating that the bank had rescinded the authorization. The date alarmed me because it was before XX/XX/XXXX and this is the XXXX of XXXX and I have yet to receive the original XXXX deposit I had on the card. I immediately start combing through my emails to find an email sent to me on XX/XX/XXXX with a bunch of gibberish that suggested I may or may not get my original XXXX back. I will file a lawsuit against them if this is now the game they are playing. They take people 's money as if it belongs to them They place irrelevant holds on money putting people through hoop after hoop after hoop. At the end of the day - NETSPEND authorize a 300 % overdraft on a XXXX prepaid card. Not once did they catch it, contact me, stop the transaction, find suspicion because of the ungodly  amount. Not ONCE did they protect me, their supposed \" customer ''. Instead they approve such an egregious transaction and them try to make me pay for it. When I refuse and demand they cancel that approved transaction, they apparently do while continuing to HOLD MY MONEY! Any prepaid debit card company advertises no overdrafts, no fees. The definition of a PrePaid Debit card is the card is good for the amount of money loaded to it. Not according to Netspend. THIS COMPANY NEEDS TO BE SHUT DOWN! \n\nBelow you will read the first letter I sent them when I found out they had my Social Security Deposit., Per their request. I am also attaching the email correspondence from the person who is sitting on my XXXX 3 weeks after they reversed the transaction jabbering some 20 day XXXX for per a customer agreement. I told him I AM NOT HIS CUSTOMER. I never activated the card they sent me to replace the one from the gas station. I want my XXXX NOW! and I want some action taken against these crooks. I am XXXX years old, XXXX on a fixed income and this company is a bottom feeder on people like me and people who don't have bank accounts. Usually it's because they are poor. \n\nI have subsequently closed all PayPal accounts except the last remaining until I verify the transfer of my Social Security Deposit to another institution. Where I never had a problem with paypal and have used them for 7 or 8 years, the meer fact they have brought Netspend into their business cost them their business with me. \n\nI will keep taking what ever action I have to to get my money. Now with the nation in crisis, idiot companies like this see it as an even better opportunity to steal, take, hold, money that does not and never did belong to them. \n\nSincerely, XXXX XXXX XXXX after XXXX XXXX CST attachment groups - My initial response to them when I couldn't access my Social Security in XXXX, and Netspend 's email exchange before and after I find out through XXXX  - NOT NETSPEND that they reversed the charge. \n\nIf you are unable to see the message below, click here to view. \nNetspend Email Security Information : Email : XXXX Update Card Ending : XXXX Dispute Claim Confirmation Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Dear Valued Cardholder, Thank you for reporting this transaction error. We have opened a dispute claim for you. Your claim number is XXXX and should be used for future reference. \n\nWe will begin your investigation promptly. We will attempt to complete the investigation within 10 business days ( or 20 business days if this is a new account ). If we need more time we may take up to 45 calendar days to complete the investigation. For errors involving a new account, a point-of-sale transaction, or a foreign-initiated transaction, we may take up to 90 calendar days to investigate your claim. If we determine more time is needed, we may issue a temporary credit so you have use of your funds during the investigation. \n\nIf you wish to be eligible for a provisional, or temporary, credit to your account while we complete our investigation, you will need to send us a written notice of your dispute within the next 10 business  days. The written notice should include your name, account number and claim number ; transactions you believe are in error ; and the dates when the errors occurred. If we do not receive your written notice in the next 10 business days, we are not required to provisionally credit your account while we complete our investigation. Please note that for new accounts, we have up to 20 business days to provisionally credit your account. \n\nAdditionally, you may provide other information that you think would be helpful to our investigation - such as a police report, cancelled transaction receipts, or a copy of your agreement with the merchant. The written notice and any additional information should be sent to XXXX or faxed to XXXX. Please include your claim number & account number with all correspondence. \n\nIf we do not receive the written notice or any additional information from you, we will complete our investigation with the information we have available to us. \n\nThe results of the investigation will be sent to you in writing within 3 business days of completing our investigation. \n\nThank you for your patience as we investigate your claim. \n\nIf you have additional questions, please contact the NetSpend Customer Service Department at XXXX during normal business hours. \n\nSincerely, NetSpend Dispute Resolution Department XXXX. XXXX  XXXX XXXX, TX XXXX This message was sent to you because of changes, updates, or transactional activity on your Netspend Prepaid Card Account. Netspend is required to send you such notifications regardless of your unsubscribe status. Please do not reply to this message. \nNetspend.com | Privacy Policy | Update Email To ensure inbox delivery of Netspend Card emails, add XXXX to your contacts. \n\nThe Netspend Visa Prepaid Card is issued by XXXX, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Netspend , a  XXXX XXXX , is a registered agent of XXXX  . Card may be used everywhere Visa debit cards are accepted. Certain products and services may be licensed under U.S. Patent Nos. 6,000,608 and 6,189,787. Use of the Card Account is subject to activation, ID verification, and funds availability. Transaction fees, terms, and conditions apply to the use and reloading of the Card Account. See the Cardholder Agreement for details. \n\n& copy XXXX XXXX XXXX XXXX, XXXX All rights reserved worldwide. XXXX and Netspend are federally registered U.S. service marks of XXXX XXXX XXXX , XXXX All other trademarks and service marks belong to their owners. \n\nNetspend XXXX. XXXX  XXXX, XXXX, TX XXXX The letter I sent when I find out I have no money - It was emailed XX/XX/XXXX to PayPal and to Netspend : Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX Inbox x XXXX XXXX Mon, XX/XX/XXXX, XXXX XXXX  to disputedocuments, me Re :  Account Number : XXXX Claim Date : XXXX XXXX CST Claim Number : XXXX Claim Amount : XXXX To Whom It May Concern, This letter was just sent to PayPal and will be sent shortly to all the names listed below. \n\nHere is some VERY important information that you should take very seriously - I will be sending this same information to the folks at Netspend as well. Once I do that, I will be taking all the information surrounding the freezing of my PayPal Prepaid Mastercard Account and the other accounts affiliated with the account to : 1. Social Security Administration 2.The Consumer Finance Protection Bureau 3 . National Consumer Law Center, Washington DC 4. XXXX XXXX XXXX XXXX XXXX 5. XXXX XXXX XXXX 6. State of Wisconsin Office of Attorney General 7. The Department of Financial Institutions - Division of Banking Why? Because the  PayPal Prepaid Mastercard Account olds my Social Security Income and my Social Security Income is EXEMPT ACCORDING TO FEDERAL LAW FROM BEING WITHHELD, GARNISHED, LEVIED under ANY circumstances by ANYONE with the exception of the Federal Government and Child Support. Second to that is Netspend nor PayPal followed ANY of the procedures stated by law necessary before simply locking me out of any source of income whatsoever. Thirdly, Netspend 's reason for doing this is nothing more than a continuation of unethical, unprofessional and unprincipled business practices. By illegally authorizing a rental car company to force post {$1100.00} on to a prepaid debit card containing a {$500.00} balance in XXXX. A transaction I knew NOTHING about until yesterday and a transaction I never approved nor authorized. Netspend, a company becoming fastly known as disreputable, never once notified me of a 300 % overdraft on a {$500.00} prepaid debit card intended for one use. NEVER! Instead they have snuck around the last several weeks slowly cutting access off to all of my PayPal accounts, my XXXX XXXX and as of yesterday, I find my MAIN account, my Paypal Prepaid Mastercard Account LOCKED. This account receives my Social Security Deposit EVERY SINGLE MONTH! As a result of this stunt, I have NO money, my rent check bounced today, I've two bills that have already bounced with a slew more lining up. This will damage my credit. Currently I don't even have a XXXX  to go buy milk, if milk cost a XXXX. I am in need of food for my XXXX animals, medications for myself and the right to continue living like anyone else in this world does. \n\nWhy? Why would ANYONE approve a 300 % overdraft on a prepaid debit card that has been registered less than an hour. WHY? WHY would anyone approve a prepaid overdraft of that magnitude in the first place ANYWAY? WHY, WHY did Netspend not contact me immediately after the transaction occurred? WHY? Why did/does Netspend think I'm the one who is supposed to pony up to someone's authorization of such and egregious amount, not to mention action. WHY, WHY did Netspend not see red flags and fireworks or when they DID see the red flag and fireworks, protect me - ME their customer? WHY, WHY am I being chased for a transaction I did not know about much less authorize? WHY? Does the Prepaid Debit Card not have Visa 's Zero Liability Coverage? If it does, WHY is Netspend trying to get money out of me? WHY didn't Netspend reverse a charge of that magnitude IMMEDIATELY? WHY? More importantly, WHY was it let through to begin with? WHY, WHY didn't PayPal due their DUE diligence by seeing the fact my account was/is exempt from this unprofessional activity by virtue of the fact it contains GOVERNMENT BENEFITS! WHY? Doesn't anybody do their jobs anymore? WHY, WHY did neither company comply with the laws surrounding the freezing of someone's bank accounts? WHY? They had/have a legal obligation AFTER receiving a notice of garnishment ( which never existed ) or notice of Judgement from a court ( which never existed ) to provide me with the results of it's review! The law clearly states that my accounts can not be frozen without a court order. PERIOD. May I remind you here that I DID NOT HAVE A SINGLE CLUE  ANYTHING HAD OCCURRED - NOT A SINGLE CLUE SOME FOOL MANAGED TO OBTAIN {$1100.00} off a {$500.00} Prepaid Debit Card. Moreover, it was also PayPal 's job aside from informing me of some sort of court order, but the date the order was received, a brief explanation of the garnishment, an explanation of PayPal 's responsibility to protect my federal benefit payments that are direct deposited during the look back period and keep them accessible to ME. ( Yes, PAYPAL and NETSPEND need to learn a lot here! ). PayPal and Netspend, particularly PayPal was supposed to protect my account. PayPal DID NOT. I have been locked out of this account along with my PayPal accounts for some time it would appear. As far back as XX/XX/XXXX when I woke up to a strange email message that someone has cancelled their billing agreement with XXXX. It was odd and I had begun having trouble logging in to that account around the same time. Then within the last 10 days I get another strange email telling me my Prepaid MasterCard for THIS account was no good and couldn't be used in XXXX XXXX. NOW I am growing concerned over these odd occurrences. Jump forward to this weekend and everything becomes apparent starting with my intent to list auctions on XXXX - The email address I had formerly used at PayPal to get paid wasn't any good. Then I see a hold on my XXXX XXXX XXXX XXXX  XXXX PayPal account, followed by coming to this ( my PayPal Prepaid Mastercard account ) after 4 attempts to make an online purchase Friday night was declined with a XXXX balance in the account. My anxiety over this series of events started mounting. It wasn't until I spoke with PayPal yesterday, that the entirety of Netspend 's deceptive practices came to fruition. Out of know where I am told I owe Netspend 700+ dollars from another account!! I don't HAVE a Netspend Account. I ask myself how is this possible, I used a XXXX PREPAID card. \n\nAccording to Netspend 's website, and disclosure notice : 1 ) your account is LIMITED to the funds you have loaded on the card. 2 ) You may not exceed the available amount in your Card Account through and individual transaction or a series of transactions - unless WE DECIDE ( meaning you- NETSPEND ) in our sole discretion, to approve such transaction ( s ) and that is only true if you have qualified for \" Purchase Cushion Coverage ''. 3 ) If you do not have enough funds in your account you can instruct a merchant to conduct a split transaction. If you fail to inform the Merchant that you want to do this, your card is likely to be declined. 4 ) In bold letters No OVERDRAFT/Credit Feature. 5 ) If you meet our eligibility requirements, we may authorize negative balances resulting from PIN-based and signature based transaction initiated through our third party bill pay service providers ... .... you may receive only one XXXX negative balance allowance at a time.  Negative balances are approved at our discretion on a per transaction basis. We approve ... .on our authority ... ... ..if we decide, if we authorize ... ... ... That's prevalent throughout your paperwork. No Credit. No Overdrafts, Spend only what's on the card followed by any and everything happens with your approval or authorization which leaves me to ask, WHO THE XXXX THEN, AUTHORIZED AN {$1100.00} CHARGE AGAINST A {$500.00} PREPAID LESS THAN AN HOUR OLD DEBIT CARD? then did NOTHING to protect much less notify AT ANY POINT along the way, me, your customer. \n\nWhy is a prepaid debit called a PREPAID Debit card if ANY amount can be taken off it while XXXX  the individual who owned it. WHY? What is the point of the XXXX card? I intended for the card to be used ONE time and one time only. The merchant was having trouble getting her computer to accept the forms of payment and finally after much struggling said she got it through but did not get any authorization. She handed me back the card, told me the number of the debit card was on file in the system. She furthered her statement by saying she had XXXX  out the contract so the car could be re-rented however she would get in trouble for doing so but she had to clear the car for rental and things would need to be continued. She KNEW the card had a XXXX maximum limit. Unintending any further usage of the card, I had no reason to check it. I cut it up, disposed of it and did not activate the printed version of the card that came to my home. \n\nWhat concerns me all the more is Netspend blocked another card I purchased within 24 hours of my purchasing it insisting on more intensive proof I was who I said I was. It took me weeks of fighting to get my money back, and not without incurring financial problems, unpaid rent, forced to travel with no money, exacerbated health issues and countless hours of no sleep while doing just what I am doing now - fighting to not get ripped off ONCE again. Netspend, the company who put me through identity XXXX just a mere 6 weeks  ago authorized someone to come in an overdraft another card by 700 + dollars, doing nothing about it, other than 6 weeks later illegally intercepting my Social Security XXXX Income bank account, cut off any and all access I had to get any money by blocking all my paypal accounts followed by now attempting to extort the overdrafted amount THEY caused, out my my own funds. \n\nHow disgraceful is it for a corporation to have XXXX complaints registered with the XXXX XXXX XXXX over the last 3 years. How disgraceful is it for a corporation to be plastered all over the web as the only company to take great steps to fight the placement of the Consumer Financial Protection Bureau 's PrePaid Debit Card Law ( April 2017 ) designed to protect consumers from any hidden terms or overdraft fees on prepaid cards. How disgraceful are you to pay hundreds of thousands of dollars to solicit political favors from the Republican party so in term you could use them as a way of getting rid of it. Some would call that a quid-pro-quo wouldn't they. \n\nBottom line, Netspend NOR PayPal should have EVER Frozen/locked ANY of my accounts. And the process by which they chose to do so clearly violates my rights and the law. \n\nMy Social Security is protected by the Federal Government! therefore, PayPal/Netspend has until XXXX XXXX today, XX/XX/XXXX to restore complete and full access to my accounts - ALL my accounts, including access to my money or all XXXX is going to break loose because I will go to any and every source I can, any source I think may have a hand in restoring access to my GOVERNMENT PROTECTED ACCOUNTS followed by any source that will take action to stop this unprincipled behavior against any other individuals and any source that will advise and assist me in the filing of charges against Netspend and any other parties deemed involved for damages I have sustained from Netspend 's unprofessional, shady and self servicing practices since XXXX of XXXX. You should be advised that this letter will be distributed to all parties listed above, not just PayPal and Netspend and will be done almost immediately after I sign it. \n\nVery truly yours, XXXX XXXX XXXX XXXX After XXXX XXXX \n\n\nThis was also sent to the XXXX  : XXXX  Complaint Case # XXXX ( Ref # XXXX ) Inbox x XXXX XXXX XXXX   <XXXX> Tue, XX/XX/XXXX, XXXX XXXX to me Complaint ID # : XXXX Business Name : PayPal , Inc . \n\nThank you for contacting XXXX. Your complaint was received by XXXX  on XX/XX/XXXX and has been assigned case # XXXX our files. Please make a note of this number for future reference. \n\nYour complaint has been applied to the following business : PayPal , Inc . \nXXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX The case has been reviewed and has now been forwarded to the business for their response. This business has until XX/XX/XXXX to respond to your complaint. You may contact our office after XX/XX/XXXX to check the status of your complaint. \n\nWe encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address : http : XXXX. \n\nSincerely, XXXX XXXX Complaint Specialist XXXX  Complaint Department This is the first response from Netspend : On XX/XX/XXXX, at XXXX XXXX, Corporate Customer Response Team <XXXX> wrote : >> >> Account Reference Number : XXXX and XXXX >> Dear XXXX, >> Hello my name is XXXX and I am part of the Presidents Corporate Response Team. I will be assisting you any concerns or questions you may have. \n\n\n>> The reason that your account is overdrawn {$730.00} is because XXXX XXXX force posted a transaction on to your account. Since the merchant has obtained your card number, the merchant can sometimes force a transaction to post ( collection ) on your account. In the event this happens, we can open a dispute or you can contact the merchant to resolve the agreed payment. \n\n\nDo keep in mind that the block has been removed from your account ( XXXX ) however, our team can potentially close all your accounts if this balance is not paid. \n\n\n>> If you have additional questions or concerns, please do not hesitate to contact me at the phone number below. \n\n\n>> Thank you, XXXX XXXX Sr. Customer Experience Analyst Netspend, a XXXX XXXX XXXX, TX Office : XXXX Hours : Monday- Tuesday : XXXXXXXX XXXX to XXXX XXXX CST Thursday- Friday : XXXX XXXX to XXXX XXXX. CST Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain  information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\nThis is the last correspondence between myself and Netspend as of today - Important Account Information XXXX  XXXX XXXX Ref. #  XXXX << Reference ID : XXXX >> Inbox x NETSPEND RIP OFF x Corporate Customer Response Team <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  to me, XXXX, XXXX Dear XXXX XXXX Although I have been unable to speak with you, I wanted to follow up on your dispute claims. \n\n1. When investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that our customers receive when opening an account. We have reviewed your claims and have determine they are being handled correctly. \n\n2. The dispute claim XXXX was opened on XX/XX/XXXX. The claim will be updated on XX/XX/XXXX. The update timeframe for a new account is twenty business days. The letter of dispute must be received in the first ten business days for you to be eligible for provisional credit. \n\n3. The letter of dispute has been received for the claim XXXX. \n\n4. Due to the large negative balance on account XXXX, ( {$730.00} ), our Recoveries Team blocked your other Netspend accounts on XX/XX/XXXX. Those blocks were removed after you opened the dispute claim. \n\n\nIf you have any further questions or concerns, please feel free to contact me at the number below. \n\n\nThank you, XXXX XXXX XXXX Customer Experience Specialist Netspend a Global Payments Company XXXX XXXX Confidentiality Notice! This electronic transmission and any attached documents or other writings are confidential and are for the sole use of the intended recipient ( s ) identified above. This message may contain information that is privileged, confidential or otherwise protected from disclosure under applicable law. If the receiver of this information is not the intended recipient, or the employee, or agent responsible for delivering the information to the intended recipient, you are hereby notified that any use, reading, dissemination, distribution, copying or storage of this information is strictly prohibited. If you have received this information in error, please notify the sender by return email and delete the electronic transmission, including all attachments from your system. \n\n\nXXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate I received a bill from Budget to the tune of {$1100.00} with a letter stating you rescinded approval for the charge they placed on account XXXX. Where is the original {$500.00} I paid for and put on that card on XX/XX/XXXX? Why hasn't it been returned to me? XXXX XXXX letter is dated XX/XX/XXXX which means you reversed the charges prior to XX/XX/XXXX. Today is XX/XX/XXXX. Do I need to file more complaints with the XXXX  and The Consumer Financial Protection Agency, The Wisconsin Department of Agriculture, The Federal Trade Commission and the State of Wisconsin Attorney General 's Office? That money should have been returned to me immediately once you rescinded the force post XXXX did to that account without my authorization, approval or knowledge. You have until Friday to get my money returned to me or I will begin contacting all the agencies listed above. \n\nSincerely, XXXX XXXX XXXX XXXX <XXXX> Wed, XX/XX/XXXX, XXXX XXXX  ( 3 days ago ) to Corporate One last thing - I do NOT have any accounts with you. I purchased 3 cards for ONE time use. I have not activated any permanent card ( s ) you sent me nor do I intend to. I have never had an account with you - I have only purchased your prepaid gift cards for a single use. Therefore please stop referring to my having an account with you like it's ongoing and we have some sort of relationship - it isn't, it never was. I have subsequently closed all my PayPal accounts except one which will also be closed once my Social Security Deposit hits my new bank accounts. Because of your business practices,  PayPal lost a customer of 8 - 10 years. I will not do business with any company associated with you in any shape or form whatsoever. Stop holding money that isn't yours to hold, at least that's what your email suggests by some claim updates by XX/XX/XXXX ... .and 20 days something or other for account holders. Let me repeat myself - I DO NOT HAVE AN ACCOUNT WITH YOU. If my money hasn't been refunded by XXXX  Thursday night, XX/XX/XXXX, I will proceed with the filing of this entire fiasco to the appropriate state and federal agencies already mentioned in my prior email. \n\nSincerely, XXXX XXXX I want my money NOW - enough of this crooked company! Someone needs to please put them out of business!. \n\nThank you, XXXX XXXX","date_sent_to_company":"2020-03-28T09:42:54.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"53214","tags":null,"has_narrative":true,"complaint_id":"3584415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2020-03-28T08:20:06.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I <em>purchased</em> a Netspend <em>PrePaid</em> Debit <em>card</em> with a deposit of XXXX. \nMy intention was for a single use. On XX/XX/XXXX I used the Netspend <em>PrePaid</em> Debit <em>Card</em> to pay XXXX payment to XXXX XXXX XXXX. XXXX XXXX XXXX could not get an authorization for the transaction although indicated to me it had gone through. They returned to <em>card</em> to me. As previously stated, I never had any intention of opening or maintaining any account with Netspend."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> getting a <em>card</em> or closing an account"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble closing <em>card</em>"]},"sort":[14.568769,"3584415"]},{"_index":"complaint-public-v1","_id":"15845745","_score":14.396807,"_source":{"product":"Checking or savings account","complaint_what_happened":"Company : PayPal Product : Prepaid card or debit card Issue : Problem with a purchase shown on your statement What happened : I am filing this complaint against PayPal for multiple violations of Regulation E and procedural misconduct in handling unauthorized transaction disputes. \n\nOn XX/XX/year>, I experienced a series of unauthorized transactions to a merchant called Sorcery Reels. I filed disputes for XXXX transactions : {$10.00} ( Transaction ID : XXXX ) Denied {$3.00} ( Transaction ID : XXXX ) Approved {$90.00} ( Transaction ID : XXXX ) Denied All occurred on the same day, to the same merchant, in immediate succession. PayPal approved onXXXX and denied the others without explanation. This inconsistency suggests a flawed or incomplete investigation. \n\nOn XX/XX/XXXX, a PayPal representative named XXXX XXXX XXXX XXXX admitted via chat that the approved refund was issued as a payout, not recovered from the merchant, and that it was done without conducting a full investigation. This directly contradicts PayPals claim that all disputes were thoroughly reviewed.\n\nDespite my appeal, PayPal refused to issue provisional credit, citing that the case was previously closed. However, Regulation E 1005.11 ( c ) ( 2 ) ( iii ) requires financial institutions to treat a reasserted error as a new investigation and to issue provisional credit if resolution can not be completed within XXXX business days. PayPal failed to comply. \n\nTheir final denial relied on circumstantial assumptions : That I had funds in my account That transaction patterns were consistent That device access matched prior logins None of these prove authorization. Regulation E defines unauthorized use as any transfer initiated by someone without authority regardless of balance or device familiarity.\n\nAfter escalating to PayPals Executive Office, I received vague responses and was ultimately notified that my account was permanently deactivated due to unusual activity. No specific violation was cited. This appears retaliatory and obstructs my ability to access records or pursue resolution.\n\nI am requesting : 1. Immediate issuance of provisional credit 2. Full reinvestigation of all Sorcery Reels transactions 3. Delivery of all investigative documentation 4. Regulatory review of PayPals dispute handling practices and account termination procedures I have retained all correspondence, screenshots, and transaction records. I am prepared to submit supporting documentation upon request. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-09-11T14:29:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"654XX","tags":null,"has_narrative":true,"complaint_id":"15845745","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-09-10T17:47:16.000Z","state":"MO","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Company : PayPal Product : <em>Prepaid</em> <em>card</em> or debit <em>card</em> Issue : <em>Problem</em> with a <em>purchase</em> shown on your statement What happened : I am filing this complaint against PayPal for multiple violations of Regulation E and procedural misconduct in handling unauthorized transaction disputes. \n\nOn XX/XX/year>, I experienced a series of unauthorized transactions to a merchant called Sorcery Reels."],"sub_issue":["<em>Problem</em> using a debit or ATM <em>card</em>"]},"sort":[14.396807,"15845745"]},{"_index":"complaint-public-v1","_id":"4093379","_score":14.29708,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Thursday, XX/XX/XXXX, I received an email from American Express titled \" Announcing something extra for your Hilton Honors American Express Surpass Card '' ( Attached ). The email went on to outline that between the date of the email and XX/XX/XXXX card members would earn 12x Hilton points per dollar spent at U.S Supermarkets. I, along with additional cardholders on my account, spent at U.S Supermarkets during the promotion period. During this time, there was no indication from American Express that these purchases wouldn't earn points. All purchases were in compliance with the terms and conditions outlined in the Amex terms of this promotion that state : \" Eligible purchases can be made by the Basic Card Member and any Additional Card Members on a single Card account. Eligible purchases are purchases for goods and services minus returns and other credits. Eligible purchases do NOT include fees or interest charges, balance transfers, cash advances, purchases of travelers checks, person-to-person payments, the purchase or reloading of prepaid cards, and purchases of other cash equivalents. Additional terms and restrictions apply. Points received from your Card will be posted to your Hilton Honors member account up to 12 weeks after the end of each month. '' Furthermore, all purchases in my American Express account showed that they had earned the 12x points and these purchases were also reflected on my monthly statements as earning points under the promotion. When points were not deposited at the end of the promotion period, I called American Express and was reminded of the 12 week deposit period outlined in the promotion. It was not until over a month later on XX/XX/XXXX that I received a letter from American Express stating that all transactions made during this promotional period would not earn points ( See attached letter ). The letter stated the same terms outlined in the original offer ( which I was in compliance with and are the same as the cardholder agreement ). This was the only correspondence that I had received from American Express, nearly 4 months since the start of the promotion and only after purchases on the card continued being made ( giving American Express the associated swipe fees with each transaction ). Shortly after receiving this letter, I chatted with an American Express representative regarding the letter. She reviewed my account and also did not see any ineligible transactions that would keep me from earning points ( See 2 attached screenshots ). On XX/XX/XXXX, she opened a case to look into the reasons behind these letters ( Reference # XXXX ). Presumably in response to this chat, I received an additional letter in the mail ( See attached XX/XX/XXXX letter XXXX restating what the XX/XX/XXXX letter said with the renewed warning that I had 30 days to reach out or the case would be closed. Upon receiving each of these letters I called American Express and agents did not know why these letters were sent but assured me that my case was open and had a closing date of XX/XX/XXXX. However, I was told that cases were usually resolved much sooner than that date. After each of these phone calls, I received duplicate letters, all like the previous ones. Subsequent status phone calls were made in regard to the case. The dates of these calls were : XX/XX/XXXX at XXXX XXXX  CST, XX/XX/XXXX at XXXX XXXX  CST, and XX/XX/XXXX at XXXX XXXX  CST. On XX/XX/XXXX, I received my final letter ( Attached dated XX/XX/XXXX ) stating the exact same thing that previous letters stated and that the case was closed ( Case # : XXXX ). Amex restated the terms of the offer ( which I complied with and previous agents said as well XXXX and that I would not be awarded points for any purchases made during this period. I want to say, which was reiterated to every agent I spoke with, that prior to this incident I have never had a problem with American Express. I have been a happy card holder for many years and have always dealt with caring and professional people at all times I have called, including this incident. Unfortunately, I am disappointed that American Express would make what appears to be a bad-faith effort to encourage spending on their cards, collecting swipe fees in the process and only after, not award points that were made in accordance with the terms of the offer. Furthermore, American Express closed a previous complaint based on a technicality and said they were looking into it, only to have it closed on the same day. I have also asked for the specific reason/specific purchases that did not meet the terms of this offer and in a letter dated XX/XX/XXXX, American Express closed that request with the same generic letter that was sent previously ( Case # : XXXX ). These actions indicate that American Express had no intention of honoring the original offer terms however continued to use the offer as a way to generate spending on their cards. This has been an incredibly frustrating situation.","date_sent_to_company":"2021-01-26T07:26:54.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"541XX","tags":null,"has_narrative":true,"complaint_id":"4093379","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2021-01-26T02:06:09.000Z","state":"WI","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["Eligible <em>purchases</em> do NOT include fees or interest charges, balance <em>transfers</em>, cash advances, <em>purchases</em> of travelers checks, person-to-person payments, the <em>purchase</em> or reloading of <em>prepaid</em> cards, and <em>purchases</em> of other cash equivalents. Additional terms and restrictions apply."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[14.29708,"4093379"]},{"_index":"complaint-public-v1","_id":"3313007","_score":14.097874,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have opened a CapitalOne 360 account. For a couple of months I did monthly transfers using XXXX using my CapitalOne account. After a few months later, all of a sudden I was asked to verify my phone number by them texting me a code. Since I am a CapitalOne credit card holder for nearly ( or over 10 years ) I wasn't sure what is the point to verifying my number when they have it on file. However, they could not verify my number stating that it's either a VoIP number, a non-US number, is not registered to my name, the billing address is not what they expected, or the number is billed to someone else. \n\nI have also encountered the same problem when I am trying to add someone as a joint account holder. They are unable to verify my phone. I have the phone number registered to my name for over 7 years. This is my only mobile number and this is my first mobile number. I have never created, used, or owned any other mobile number or SIM card. \n\nThe person I was trying setup a joint account with has the exact same problem. Has the mobile number from the same major US carrier for over 10 years, but that person 's phone number can not be verified either. \n\nEvery time I talk to an agent, they give me the run around and they each tell a different story. I have contacted my phone carrier. There is no block of any kind on my phone, is able to send and receive text messages. We both live at the same residential address and have the mortgage and house on both of us ' name for 11 years. \n\nI have been trying to resolve this issue for a week, but the last time I contacted CapitalOne the agent told me that the number has to \" settle '' which could take a few months. Seriously!? Settle? A few months!? What is that, a newly constructed house? Why was I able to do XXXX transfers in the past couple of months without any issues or verifying my phone number and all of a sudden I am not? \n\nBoth of us has a joint CapitalOne credit card for over 7 years so they know we are linked. They have all the information they need that is years old and haven't changed since. Yet they are giving the run around with different story each time I call. The number has to \" settle '', the phone might be \" blocked '', the carrier is at fault, etc, etc, etc. \n\nI find this unacceptable that a banking system in 2019 would be so messed up. At the very basic level, CapitalOne should disclose what verification they use for the mobile phone ; with which 3rd party company ; and what ( if any ) requirement they need in order to verify mobile numbers. If they have a problem with any of us ' mobile number, they should disclose it in detail what the issue is so that it can be rectified and not treat it as a secret. \n\nReading online sources, some people say that prepaid or pay-as-you-go phones are not \" qualified '' for banking purposes because there are no SSN associated with them. But these are unconfirmed guesses from the general public. However, even if this would be the case, I would also find it unacceptable that one has to purchase a $ 70+ monthly postpaid subscription in order to conduct basic banking online services such as money transfers and creating a joint account. \n\nCapitalOne has no branch in the state where we live so it is not possible to walk into a branch personally and present a driver 's license. As more and more people turn to and use online services including banking, online/paperless accounts for paying bills, loans, and everything in-between, banks should disclose the exact requirement needed for phone number verification and not leave customers in a limbo state not knowing why and where the error is. Customer support agents should not have their own \" story '' of why this happens. Banks should know and provide customers the exact reason errors happen so customers can take steps, if necessary to correct them. \n\nJust like if there's an error in someone's credit report, this can be remedied ( hopefully ) by contacting the credit reporting agency. However, when banks give nonsense information and are not willing to disclose the third party they use for verification so customers don't even have a chance to find out why the problem exist and take corrective action, frankly, I would not call this acceptable in 2019.","date_sent_to_company":"2019-07-20T08:36:53.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98012","tags":null,"has_narrative":true,"complaint_id":"3313007","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-07-20T07:35:33.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["For a couple of months I did monthly <em>transfers</em> using XXXX using my CapitalOne account. After a few months later, all of a sudden I was asked to verify my phone number by them texting me a code. Since I am a CapitalOne <em>credit</em> <em>card</em> holder for nearly ( or over 10 years ) I wasn't sure what is the point to verifying my number when they have it on file."],"sub_issue":["<em>Problem</em> making or receiving payments"]},"sort":[14.097874,"3313007"]},{"_index":"complaint-public-v1","_id":"4713124","_score":13.373693,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Bluebird/Serve by American Express Complaint : On XX/XX/2021 I tried to find out information about why I was unable to use my prepaid card to make necessary purchases related to Hurricane Ida. When I called customer care, I received a recording saying that my account was permanently suspended and to call back to service my account and then the call disconnected. I thought that maybe it was because of the time of day so I tried the next morning. I called the morning of XX/XX/2021 and received the same recording and an email saying that I needed to send a letter. I tried calling again but since my phone number is associated with a \" suspended account '', I was unable to get through ; there aren't any options for someone to simply speak with a representative. I had to call from my daughter 's phone and select prompts as if my card was lost/stolen in order to reach a representative. Once connected, I was transferred to Account Services who, after I was finished explaining the problem, told me that I needed to mail a letter to receive more information. I asked about how I was supposed have access to my funds and/or how will I receive the money in the account if all I could do was mail a letter. She kept telling me that she did not have that information and that I had to respond via mail. I asked to speak with a manager and she told me that the manager was going to tell me the same thing. How can this representative speak on what the manager will say when she is NOT the manager?! She placed me on hold and when she returned to the call she said that she could not connect me and to call back in an hour. When I tried to express the inconvenience this has caused me, she hung up the phone. I tried getting connected again and I believe the number in which I was calling from was blocked. \nI have had this account for years and have always used it in the same manner. This is a crucial time right now where Hurricane Ida affected the ability to return home. I had to spend money to stay at a hotel, buy food and other necessities. I was also out of work because there was no power and issues with running water in the area of Louisiana that I reside. This was the account where I have my federal refunds deposited and this is where I had my FEMA assistance sent. I received emails saying that the money was deposited but now, as mentioned in this complaint, I will not have access to the funds. The total amount is {$1500.00} in FEMA assistance and my Advanced Child Tax Credit of XXXX XXXX/month was also sent to this account. \n\nCustomer Care ( XXXX ) XXXX or ( XXXX ) XXXX Account Services ( XXXX ) XXXX","date_sent_to_company":"2021-09-12T16:16:50.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"70094","tags":null,"has_narrative":true,"complaint_id":"4713124","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2021-09-12T15:27:43.000Z","state":"LA","company_public_response":null,"sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["Bluebird/Serve by American Express Complaint : On XX/XX/2021 I tried to find out information about why I was unable to use my <em>prepaid</em> <em>card</em> to make necessary <em>purchases</em> related to Hurricane Ida. When I called customer care, I received a recording saying that my account was permanently suspended and to call back to service my account and then the call disconnected. I thought that maybe it was because of the time of day so I tried the next morning."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble getting information about the <em>card</em>"]},"sort":[13.373693,"4713124"]},{"_index":"complaint-public-v1","_id":"3393905","_score":13.180645,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I noticed an unauthorized charge on my American express blue card back in XXXX XXXX. Talk with XXXX XXXX at fraud protection department on XXXX XXXX at XXXX.She had no reason why account was shut down with no notice! I am writing to inform you that I intend to pursue legal action in the form of a lawsuit against your XXXX XXXX XXXX. I have repeatedly attempted investigate this fraud on numerous transactions never sign or authorized by me! \nTALK TO XXXX ID XXXX XXXX XXXX prepaid credit card shut down with no reason and no proper NOTICE and know have kept over {$320.00} of my money on my account. \nCharges place on account that have never been mine no sign contract nor any swipe of XXXX XXXX XXXX!!! \nFraud Charge by XXXX XXXX {$75.00} AND {$5.00} ON XXXX XXXX AND XXXX XXXX TOTAL OF {$80.00} MISSING. I can not get into my account but all the Charges from XXXX XXXX FOR {$12.00} WHICH HAPPEND 5 TIMES! \n\nNo Contract, Non-Consent, no signature and : The Fake Company is a Fraud! They do not send any book and steal your funds from your Credit Card! Scam Alter : XXXX XXXX XXXX XXXX XXXX, California, USA Tel : XXXX XXXX The Fair Credit Billing Act was passed in 1975 as an amendment to the Truth in Lending Act. True to its name, the billing act 's primary goal is to establish consumers ' rights when goofs occur on the bill unauthorized charges, fraudulent charges, math errors, billing addressing mistakes and the like. The Federal Trade Commission website lays out those rights in detail. For this matter, nobody signs any contract with the Attachment of the false Charges. The Federal Trade Commission ( FTC ) is the nations consumer protection agency. The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace.\n\nIn addition, the Fair Credit Billing Act says that youll never be liable for unauthorized charges made while your card was in your possession. In other words, if the unauthorized charges were made with your credit card account information rather than your credit card, you wont be held liable if you still have physical possession of your credit card. See Per the Federal Reserve Board 's Regulation E, Electronic Fund Transfer Act.\n\nSue the company or take them to arbitration. Federal law permits you to sue the credit card company if it does not follow the dispute procedures discussed above or takes some action forbidden by law ( such as reporting a disputed amount as delinquent to a credit bureau ). However, your right to sue may be limited by a mandatory arbitration provision. Most credit card companies have slipped these provisions into their contracts ( probably one of those bill stuffers with tiny print that few consumers read ) that prevent you from suing a credit card company in court.\n\nI make this affidavit to establish the fraudulent use of my card. I did not give, sell, or trade my credit/debit/ATM card, nor did I give anyone permission to use my card. I have no knowledge that my spouse or minor children made transactions on or after the date of the first fraudulent transaction. I did not receive any benefit from the unauthorized use of my card. \nI had always associated the name American Express with quality ; but, they have lost any resemblance to quality or trust in the workplace. I DID NOT make or authorize this charge. See Attachment.\n\nTake Notice of Reinvestigation of this unlawfully matter with intent to file small claims in this matter.If you discover someone has made unauthorized charges on your credit card account, you should : Immediately contact the credit card company. ... If someone uses your lost or stolen credit card before you report it missing to the card issuer, you can only be held responsible for {$50.00} of any fraudulent charge. \ncomparing signatures, requesting documentation to assist in validating the claim, requesting a signed written statement from the cardholder or authorized user, and requesting information about the cardholder 's knowledge of the person who allegedly used the card or of that person 's authority to do so. \nElectronic Fund Transfer Act The Electronic Fund Transfer Act is 1978 federal legislation that establishes the liabilities and rights of consumers whose funds are electronically transferred. Consumer protections include a mandate that all transaction fees for ATMs be displayed prominently on the machine and a prohibition on fees not properly disclosed. Consumer liability for unauthorized transfers due to card or PIN number theft or card loss is capped at {$50.00} if the customer notifies his bank within two business days. One thing that isn't clear to me is how someone got access to the card if no one is using it and it wasn't held by an employee. In your situation, I'd want to get to the bottom of this, so it doesn't happen again. The Electronic Fund Transfer Act allows banks and other financial institutions to place their own, voluntary caps on liability for unauthorized credit card charges and use of ATM and debit cards. \nPlease take notice the Billing Address is XXXX XXXX XXXX XXXX XXXX # XXXX New York [ XXXX ]. The fake Merchant has engaged in violations of the FCRA and FDCPA! \nFurther, I may be required to comply with a court order or subpoena to give testimony. I swear this affidavit is true and understand that making a false sworn statement is subject to federal and/or state statutes and may be punishable by fines and/or imprisonment. Thank you for your help.A card is deemed compromised when its information may have been exposed to a third party without your authorization. This happens after you use it at a commercial establishment to make a payment. When unauthorized people have access to your card data through a business, or private, public or commercial office.fraudulent charges to purchase that we never had business with this company is a complete joke the Customer service is in the XXXX islands and nobody fixes the problem all they do shut the car off and refuse to investigate the fraud there should be sanctions against this company!!!!!","date_sent_to_company":"2019-10-03T13:58:11.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"14228","tags":null,"has_narrative":true,"complaint_id":"3393905","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-10-03T00:14:58.000Z","state":"NY","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["In addition, the Fair <em>Credit</em> Billing Act says that youll never be liable for unauthorized charges made while your <em>card</em> was in your possession. In other words, if the unauthorized charges were made with your <em>credit</em> <em>card</em> account information rather than your <em>credit</em> <em>card</em>, you wont be held liable if you still have physical possession of your <em>credit</em> <em>card</em>. See Per the Federal Reserve Board 's Regulation E, Electronic Fund <em>Transfer</em> Act.\n\nSue the company or take them to arbitration."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["General-purpose <em>credit</em> <em>card</em> or charge <em>card</em>"]},"sort":[13.180645,"3393905"]},{"_index":"complaint-public-v1","_id":"4286534","_score":12.209252,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"The short version : I was shorted {$10.00} when making a withdrawal from a BofA ATM. When I submitted an ATM error claim, BofA : XXXX. Closed the claim the same day or no more than two days later as \" fraud or suspicious '' without investigating the claim. \nXXXX. Declined my grocery store purchase ( this was the way I found something was wrong since the claim denial letter arrived much later ). \nXXXX. Closed or froze XXXX depending on which rep at BofA gives the info ) all of the funds XXXX had paid me via the BofA prepaid ATM card. \nXXXX. When I tried to escalate the error, the supervisor refused to talk to me and told the phone rep to tell me \" BofA has nothing to do with it and I need to contact the sponsor '' XXXX XXXX XXXX. \nXXXX. Prevented access to all of my XXXX funds for almost three months. \nNOTE : XXXX confirmed that there was nothing wrong with my claim or account and sent me payments BofA refused because they closed/froze my account via paper checks. They continued to pay me via check until my claim ran out of funds. \n\nAll of the details : On XX/XX/XXXX I went to a Bank of America ATM to withdraw {$250.00} in cash. The last {$10.00} bill was stuck in the ATM and retained. A few days later I called Bank of America and told them I was shorted {$10.00}. \nA few days after that I attempted to use my XXXX ATM card at a grocery store and the transaction was declined. I didn't have time to call about it at the time because I was in the process of moving. \nI received a letter dated XX/XX/XXXX, most likely the day I filed the claim, stating \" Your claim has been closed because we believe the account or claim may have been the subject of fraud or suspicious activity. '' Since I made the withdrawal I assume this means they're accusing me of fraud? \nOn XX/XX/XXXX I spoke to the prepaid claims department and they informed me that not only do I not get my {$10.00} back, but in addition, all of my funds had been frozen ( she originally told me the account was closed ) and they returned already delayed credits XXXX sent to BofA for the month of XXXX and XXXX totaling {$3200.00} back to XXXX. I couldn't believe all of this happened because of a {$10.00} ATM error claim. However, the phone rep made it sound like its quite normal and happens with almost every claim they receive for XXXX accounts. And there's nothing they will do about it. When I demanded to speak to a supervisor I was told after a lengthy wait that the supervisor refused to speak to me because it has nothing to do with BofA and I needed to speak to \" the sponsor ''. \n\nI must say that I truly experienced the inequity in how people are treated by BofA, especially on that last call. By the way the situation was handled and how I was spoken to, I really felt Bank of America thought I was trash and not worth their time. Ironically, later that same day XXXX received a \" Thank you for being a Preferred Rewards for XXXX XXXX XXXX XXXX XXXX' email from BofA with a video summary of the past year ( for my Business Account that is! ). \n\nI spent countless hours from XX/XX/XXXX through XXXX on the phone with BofA and XXXX, most of it on hold at BofA, trying to get access to MY FUNDS. Everyone Ive spoken with at XXXX says there is no problem on their side with my claim and there is nothing I need to do for XXXX to get access to MY FUNDS in BofA. This is evidenced by the fact that they continued to pay me by paper checks after BofA returned my {$3200.00} in back payments to XXXX. \n\nUntil XXXX, I didn't have have access to MY FUNDS in BofA. That may be incorrect, because the first person I spoke to on XX/XX/XXXX told me that the account was unfrozen on XX/XX/XXXX and I needed to talk to Tier 2 to get my ATM card working again. However, the Tier 2 rep I was transferred to after a long wait on hold very rudely told me that I was wrong because the account has a fraud block on it and I need to talk to Fraud Risk about that. She transferred me and after a lengthy hold I was disconnected. Total time of the XX/XX/XXXX call was XXXX mins XXXX sec. I decided that I had once again wasted too much time getting nowhere with BofA and instead of calling back I would call and close my business account, which BofA paid me {$700.00} to open in XXXX of last year. \n\nAfter calming down from the treatment I received on XX/XX/XXXX, on XXXX I called BofA again and FINALLY got a fraud risk phone rep who cared enough to actually figure out what was needed to free up my funds. After passing enhanced ID ( because, of course, BofA didn't have any idea who I was ... despite sending me this a few days earlier : https : XXXX? XXXX & XXXX & XXXX & XXXX XXXX, he released the block on the account and I immediately transferred the entire balance of {$970.00} to my account at XXXX XXXX. \n\nI am very fortunate in the fact that I did not need the money from XXXX. Whats much more important than resolution for me, and something that infuriates me every time I think about it, is the fact that many people are desperately in need their XXXX payments to feed and shelter themselves and their families. I cant begin to XXXX the pain, stress, and suffering they and their families experience every day. Its inflicted on them as a result of Bank of Americas actions and inactions and I will no longer support such a company with my business ... but I still want my {$10.00} back! \n\nNOTE : I destroyed the XXXX ATM card after I transferred all of the funds out of BofA. I've entered my BofA XXXX XXXX card on the next page for identification purposes.","date_sent_to_company":"2021-04-09T09:32:51.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"92264","tags":null,"has_narrative":true,"complaint_id":"4286534","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-04-09T07:26:35.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["NOTE : I destroyed the XXXX ATM <em>card</em> after I <em>transferred</em> all of the funds out of BofA. I've entered my BofA XXXX XXXX <em>card</em> on the next page for identification purposes."],"product":["<em>Credit</em> <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[12.209252,"4286534"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":43,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":43}]}},"product":{"doc_count":43,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":14,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose prepaid card","doc_count":8},{"key":"General-purpose credit card or charge card","doc_count":5},{"key":"Government benefit 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