{"took":1477,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":177763,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2437947","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"We will not stop submitting complaints unti l Capital One p rovides us with a way to resolve this issue. The options they have provided are not options we have.  Savings account s do not have checks or pre printed deposit slips and therefore we can not provide something we do n't have. We keep getting the same response even though we have told them we are unable to provide something that we can not get. They do not give contact numbers and are not providing a way for us to clear the fraud alert off our account.","date_sent_to_company":"2017-04-18T00:12:30.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"97321","tags":null,"has_narrative":true,"complaint_id":"2437947","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-04-18T00:12:30.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2437947"]},{"_index":"complaint-public-v1","_id":"2437609","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX American Express closed my account without notifying me. I never had a past due amount nor had a bad history with them. I was still receiving bills in the mail every month from XX/XX/XXXX until XX/XX/XXXX. I assume having a closed account I should n't have gotten a bill. I tried calling American Express to figure out why my account was closed numerous of times. They told me they closed my account because of my credit history being at a high risk. They also stated that they closed my account due to non-payment. I had no intention to not pay my current bill that was owed. I wanted my American Express account still opened! I paid on time every month up until they closed my account. \n\nI called American Express on XX/XX/XXXX and I talked to a customer service representative. I was calling to try to get more information on my account being closed and how I can reopen my account. The customer representative connected me to a department that can take care of past due amounts. The person name that they connected me to was XXXX. Her employee number is XXXX. She told me her position was an Account Manager. She was very rude to me from the beginning of our conversation up until the end! She harassed me on every level. She did not answer any of questions. She kept telling me I needed to pay my bill every minute. She harassed me looking up my account in her system and told me all of my past purchases that I had made since I been with them! I did not ask her for this information! She harassed me by telling me that my bill was only {$35.00} and I should be able to pay that. I asked for her supervisor and she argued with me telling me that I could not speak to her supervisor, and then she kept asking me why! It took 7 minutes until she actually put her supervisor on the phone. Once he got on the phone he explained to me that he was on the phone to help me and I explained to him how I felt totally harassed by his employee that I just talked to. His name was XXXX XXXX. He then went on by telling me that I owed {$190.00}, and when will I be paying it. I told him I have no problem paying my bill, but I just need to know why my account was close in the first place and why am I still getting a bill? I just was confused with that whole process. I was not getting straight answers from American Express. I was being told different things. He first start off by telling me that he could n't give me out that information and he would have had to transfer me over to another department who could. Then he started giving me reasons why they closed my account which conflicted with the original reason. He then went on by telling me because I was at high risk. I told him why American Express thought I was at high risk. I also went on by telling him why was I still getting a bill every month if my account was close? Eventually he got sarcastic with me by telling me, mam just pay your bill because if you do n't your credit will become bad, in which he stated that he is going to report to the credit bureau admitting to continue to damage my credit prohibiting me from getting a loan! I told him that he was not helping me at all! \n\nI then heard XXXX ( The lady I was talking too previously before the supervisor ) in the background on the phone as a third party towards the end of me and her supervisor conversation. XXXX continued to harass me! He did not tell me he still had her on the phone as a third party. As a business professional you have to state the disclosure of someone being on the phone with you! She was listening in our conversation the whole time as if she was listening to see what I was going to say about her! While she was on the third party conversation, she kept laughing at me telling me over and over again you need to pay your bill! She also went on by telling me why would you get a card and think that you XXXX","date_sent_to_company":"2017-04-17T20:00:22.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"77079","tags":null,"has_narrative":true,"complaint_id":"2437609","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2017-04-17T20:00:19.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I called American Express on XX/XX/XXXX and I talked to a <em>customer</em> <em>service</em> representative. I was calling to try to get more information on my account being closed and how I can reopen my account. The <em>customer</em> representative connected me to a department that can take care of past due amounts. The person name that they connected me to was XXXX. Her employee number is XXXX. She told me her position was an Account Manager."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2437609"]},{"_index":"complaint-public-v1","_id":"2416435","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"In early XX/XX/2017, my Sam 's Club MasterCard was compromised. There was an unauthorized charge for the amount of {$96.00}. Synchrony Bank ( who services my Sams Club MasterCard ) failed to catch the fraudulent charge at the time but I alerted synchrony bank of it when my billing statement came. They assured me it would be investigated and I would hear back within 30 days. Some time later they sent me a letter stating the charges were valid. I called back in to assure them it was fraudulent. The case was reopened. I received another letter ambiguously stating the case was resolved. After playing phone tag with multiple representatives and supervisors, no one could give me an answer to the fraud investigation outcome as the letter was unclear. During this time synchrony refuses to credit the amount of {$96.00} in fraud charges so it continues to accrue interest. I was advise to not pay this charge and everything, including the accrued interest, would be credited once the investigation concludes. This seems counter to how every other bank I 've dealt with conducts business when it comes to fraudulent charges in dispute. \n\nAfter many hours on the phone spread across many days, I was finally able to get a hold of someone on the phone who told me the reason the original complaint did not go in my favor was because it was filed as a dispute, not a fraud charge. Now I would have to wait again while synchrony refiles and conduct the investigation again. This is beyond incompetent.","date_sent_to_company":"2017-04-03T19:34:08.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"92683","tags":null,"has_narrative":true,"complaint_id":"2416435","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2017-04-03T19:34:08.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Synchrony Bank ( who <em>services</em> my Sams Club MasterCard ) failed to catch the fraudulent charge at the time but I alerted synchrony bank of it when my billing statement came. They assured me it would be investigated and I would hear back within 30 days. Some time later they sent me a letter stating the charges were valid. I called back in to assure them it was fraudulent. The case was reopened. I received another letter ambiguously stating the case was resolved."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2416435"]},{"_index":"complaint-public-v1","_id":"2408480","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Have an XXXX card from 1st Bank, Omaha, Advertising tells of many benefits including points for room cost reductions. Can not get full info on what points are worth. Many hoops to jump through to convert points so may use etc. Neither XXXX nor the bank is helpful on explanation. Bank is now ignoring requests for information.","date_sent_to_company":"2017-03-30T13:59:54.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"863XX","tags":null,"has_narrative":true,"complaint_id":"2408480","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST NATIONAL BANK OF OMAHA","date_received":"2017-03-28T20:29:21.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2408480"]},{"_index":"complaint-public-v1","_id":"2401700","_score":19.543686,"_source":{"product":"Other financial service","complaint_what_happened":"I had to close a checking account due to fraud. Since changing to a new checking account I have had repeated instances of having checks declined by Certegy Check Services. I contacted them for a copy of my file to explain why they were being declined and the file states \" This transaction fell outside of the guidelines Certegy has established for authorization ''. I called them and they threw responsibility back on the store - because they just advise. They were not able to give me any reason for the checks being declined. In addition, one check was declined and then a month later approved - same checking account, same person. They did tell me not to let this experience stop me from trying to write checks.","date_sent_to_company":"2017-03-24T14:35:03.000Z","issue":"Customer service/Customer relations","sub_product":"Check cashing","zip_code":"29150","tags":null,"has_narrative":true,"complaint_id":"2401700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fidelity National Information Services, Inc. (FNIS)","date_received":"2017-03-23T21:44:24.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Since changing to a new checking account I have had repeated instances of having checks declined by Certegy Check <em>Services</em>. I contacted them for a copy of my file to explain why they were being declined and the file states \" This transaction fell outside of the guidelines Certegy has established for authorization ''. I called them and they threw responsibility back on the store - because they just advise. They were not able to give me any reason for the checks being declined."],"product":["Other financial <em>service</em>"],"issue":["<em>Customer</em> <em>service</em>/<em>Customer</em> relations"],"company":["Fidelity National Information <em>Services</em>, Inc. (FNIS)"]},"sort":[19.543686,"2401700"]},{"_index":"complaint-public-v1","_id":"2397829","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"This is not additional information on complaint XXXX. \nI sent the email below to XXXX on XX/XX/2017 telling him to put a note on my account and tell his employees to not contact me by phone again, only by mail, because they are harassing me!! Since I sent the email they called me again on XX/XX/2017 at XXXX an XX/XX/2017 at XXXX, so I am now sending it to your office to deliver to him too! His employees have been rude and unhelpful every time I contact them and he makes excuses for them, once I do pay this account off will be closing the account because of the horrible customer service, is no wonder there are so may complaints online for the same!! \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSat XX/XX/XXXX, XXXX XXXX, XXXX ( XXXX ) XXXX, I am having a problem with my account. I lost my job unexpectedly some time back and so my payment is now past due for XX/XX/2017. I contacted your account department to let them know what was going on and that I could not make a payment until the unemployment check was in my account, which will not be until mid next week. They then called my cell phone this morning at XXXX and woke me up ( from XXXX ), after I had just fallen asleep finally just a few hours before due to my concerns over the job loss, no promise of a new job yet even after sending out hundreds of resumes and interviewing with several employers, still waiting to find out if I am hired or not, having no financial help because I am only XXXX years old and already widowed twice and now both of my parents and their spouses are in theirs XXXX 's and have had XXXX, XXXX and XXXX so leaning on me at times. \n\n\n\n\nI want my account noted that I do not want to be contacted by phone or email, only by mail going forward. I am aware of the balance on my account, have never been late on a payment with you before, but can not pay my payment until I have money to pay it with. I live about two hours from the nearest XXXX 's location in XXXX, XXXX., but if you have a position open that will pay me enough to live in that area again in one of your stores I would be happy to take it and pay off my balance sooner. I am trying to get back over that way anyway, because there are more jobs closer to the city. I have also held high end retail jobs in the past with XXXX, XXXX, XXXX. \n\n\n\n\nThank you, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX","date_sent_to_company":"2017-03-22T15:21:52.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"62959","tags":null,"has_narrative":true,"complaint_id":"2397829","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2017-03-21T22:55:41.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["His employees have been rude and unhelpful every time I contact them and he makes excuses for them, once I do pay this account off will be closing the account because of the horrible <em>customer</em> <em>service</em>, is no wonder there are so may complaints online for the same!! \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSat XX/XX/XXXX, XXXX XXXX, XXXX ( XXXX ) XXXX, I am having a problem with my account. I lost my job unexpectedly some time back and so my payment is now past due for XX/XX/2017."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2397829"]},{"_index":"complaint-public-v1","_id":"2393857","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Not a complaint its a plea for loyalty for loyalty. I have been with XXXX for almost 30 years. i have a charge i made that is a JOINT bill and i have to take someone to court to get it paid and me paid. I have paid what i can. i am asking for the interest to be WAIVED for 3 months until i can get the money based on my good record. I know as of the writing of this no interest has been assessed but it will be shortly. PLEASE consider this based on my excellent record and excellent long term payment history with Citi. Card ends in XXXX Just 3 months. I have written in to Exec customer service with no response.","date_sent_to_company":"2017-03-20T19:06:15.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"085XX","tags":null,"has_narrative":true,"complaint_id":"2393857","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-03-19T21:32:22.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have written in to Exec <em>customer</em> <em>service</em> with no response."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2393857"]},{"_index":"complaint-public-v1","_id":"2388233","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Today 's date : XX/XX/2017 I am a XXXX. I work overseas and return to the US, periodically. I am a customer of Chase bank ( XXXX CA XXXX ) branch. I had XXXX credit cards with Chase bank. for with XXXX Balances. Decided to purchase an airline ticket on one card, I did and left on my trip. While XXXX, I made {$50.00} monthly payments via Chase online. My Chase online account was seemingly ( not linked ) to my credit cards. The cards were never used so I had no knowledge they were not linked. Chase online would ask ( pay to whom on one line ) I typed Chase credit card and amount of {$50.00} on the amount line. Every month for approximately 8 to 9 months ( monies deducted from my ( Chase Checking account ). I work overseas and return to the XXXX, periodically. \nChase was accepting the payments and crediting the credit card with XXXX balance, not the correct card. I have contacted every department trying to have Chase understand but NO. \nMy credit rating was XXXX now its ruined. Chase Bank kept the payments, ruined my credit cards and credit. They actually sent me ( 3 ) checks totaling {$760.00} as a refund after the fact. I cased ( 1 ) check for {$200.00} then they put a stop check on the check and charged me {$25.00} for stop check. I never received the other ( 2 ) checks. Chase bank said they would investigate, but as expected, of course, the investigation has them not at fault or responsible. \nI need help to re-instate my credit cards, have the ( 3 ) checks credited to my checking account. I am presently overseas. I NEED HELP to deal with Chase bank. \nSincerely. \nXXXX","date_sent_to_company":"2017-03-15T14:01:41.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2388233","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-03-15T14:01:40.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am a <em>customer</em> of Chase bank ( XXXX CA XXXX ) branch. I had XXXX credit cards with Chase bank. for with XXXX Balances. Decided to purchase an airline ticket on one card, I did and left on my trip. While XXXX, I made {$50.00} monthly payments via Chase online. My Chase online account was seemingly ( not linked ) to my credit cards. The cards were never used so I had no knowledge they were not linked."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2388233"]},{"_index":"complaint-public-v1","_id":"2379244","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Since I 've been an American Express customer for many, many years - and am now preparing to close all my accounts - I decided to report my reason in the hopes that AE will clean up its act and not treat other accounts as mine have been treated. The problem began when I changed my business structure - was told I need to apply for a new card - which I did. I did n't realize that the card attached to the structure that no longer existed - was not canceled. It did not occur to me that a business entity that no longer existed would still have a Amex card - even though Amex knew of the business structure strange. In any event - when I realized my error I closed the \" old account. '' In the meantime - I saw an international charge that I did not recognize. I disputed it - The company that made the charge, I later found out, was another foreign company that I always thought was USA based. The company - when they received notice of the disputed charge closed my account. When I was finally able to put the puzzle together - I opened up a new account with said foreign company and was billed for that new charge - which I did not dispute. In the meantime - the account that was closed and the charge that should have been reversed was not - American Express did nothing to investigate the charge - and even though I 'd been told the charge would be investigated and I would receive something in the mail - I never need. I assumed AE was still investigating. Apparently not. The disputed charge ( XXXX ) was left on my account - AND was reported as being a LATE bill! Then I received a bill saying I had a credit balance - I called, even sent screen shots of it as directed by AE personnel - who said I needed to send the screen shot because all they could see was the XXXX that SHOULD have been removed from my account. In desperation, I engaged in a chat - first the account could not be found - then the credit could not be found - and finally I just decided I was spending more money in terms of my time than the claimed balance. I paid the disputed bill. THEN I received notice that the account could not be found. I DO NOT UNDERSTAND WHAT IS GOING ON WITH AMERICAN EXPRESS - BUT AM ACTIVELY RESEARCHING ALTERNATIVES TO THIS MIND-BENDING UNPROFESSIONALISM WITH WHICH I HAVE BEEN SUBJECTED. \n\nSo in sum : 1- I disputed a foreign charge. \n2- American Express did NOT research the dispute. \n3- I should NOT have been charged - as the company in question closed what I later determined WAS my ACCOUNT 4- American Express did not alert me re : the status of my dispute. Instead, indicated that my account was past due. \n5-Sent a credit balance 'statement ' - which AE personnel claimed they could not find- ( which was for an amount LESS than the original disputed charge ) 6-Continued to insist that the disputed charge was late and due 7-In absolute frustration and an unwillingness to waste any more of my time - I then PAID the ERRONEOUS charge - 8-AE is NOW saying they ca n't find the account for which the overpayment was made.","date_sent_to_company":"2017-03-09T17:57:22.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"20814","tags":null,"has_narrative":true,"complaint_id":"2379244","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2017-03-09T17:57:22.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Since I 've been an American Express <em>customer</em> for many, many years - and am now preparing to close all my accounts - I decided to report my reason in the hopes that AE will clean up its act and not treat other accounts as mine have been treated. The problem began when I changed my business structure - was told I need to apply for a new card - which I did. I did n't realize that the card attached to the structure that no longer existed - was not canceled."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2379244"]},{"_index":"complaint-public-v1","_id":"2374271","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Citi Bank has set up such a ridiculous infinite loop of stupidity that it surprises me that it can operate as a company!!! \n\nIts XXXX Department needs a Fraud Department to monitor it! \n\nUpon receiving an automated phone call from that department in response to a recent transaction I had attempted to put through, the questions that the system asked were unanswerable do to the lack of detailed information provided regarding the transactions to verify, however, I still responded as \" confirmed '' for those transactions just to try to get it resolved. The \" electronic operator '' then states my card is cleared, yet I could not even purchase a bowl of pasta afterwards! Then, when calling the Fraud Department later to talk to live people, I 'm told that the 24/7 fraud department is unavailable and to call back in a few hours!!!! Thank XXXX I was't in an emergency situation!!!!! The Citibank Fraud program needs a serious overhaul, I am sooooo disappointed in this company! And, this in NOT the first time this issue has occurred!","date_sent_to_company":"2017-03-06T08:26:42.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"920XX","tags":null,"has_narrative":true,"complaint_id":"2374271","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-03-06T08:26:41.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2374271"]},{"_index":"complaint-public-v1","_id":"2370673","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"I have a Care Credit account issued by Synchrony Bank. I just spoke with a manager named XXXX, who is located in Arizona, and who claims that the CFPB \" makes '' Synchrony issue its confusing monthly billing statements. When I pressed him on this, he said because that the CFPB has approved Synchrony 's billing statement plan, it is tantamount to \" making '' Synchrony use the plan. When I said that approving a plan is completely different from \" making '' the bank use the plan, he stated it was a \" matter of verbiage. '' He became more and more \" snotty '' as the phone call went on. \nI have XXXX \" promotions '' with Synchrony. XXXX have expired and XXXX are unexpired. Once a promotion expires, Synchrony stops listing it separately on the monthly bill and the customer begins paying interest on the expired promotion. The amount of money making up the expired promotions are lumped together into a \" balance amount '' on the bill. Evidently, Synchrony applies the payment amount first to promotions that have not yet expired. If the promotion has not yet expired, that means the customer has not yet begun to pay interest on it. It saves the customer money to have the payment applied to an expired promotion, because that 's the one the customer is paying interest on. The customer has the right to designate which promotion the monthly payment will be applied to. In order to see whether the payment has been correctly applied to the promotion the customer chose, the customer has to work from XXXX separate billing statements and do math. \nI works like this : The month in which the promotion expires is the last time it 's listed separately on the bill. I have an expired promotion of {$320.00}. It was listed as expired on the XX/XX/2017 bill. I asked that my XXXX dollar payment be applied to that promotion, since I 'm now paying interest on it. On my XX/XX/2017 bill, the XXXX dollars was applied to an unexpired promotion of {$320.00} that wo n't expire until XX/XX/2017. Now, on the XX/XX/2017 bill, the {$320.00} amount has been reduced to {$250.00} ( because {$75.00} was deducted from {$320.00} ). \nIn order for me to find out for sure if the {$75.00} will be applied to the expired amount, I have to wait for the XX/XX/2017 bill. If the promotion reduced to {$250.00} on the XX/XX/XXXX. bill goes back up to {$320.00} on the XX/XX/XXXX bill, that will mean the {$75.00} was applied, as requested, to the expired promotion of {$320.00}. \nSince the expired promotion will never again be listed separately on my bill, I will have to keep going back to the last bill on which it appeared ( XX/XX/2017 ), and doing addition and subtraction on the recent bills to see whether the expired promotions are being paid as per request. \nBy the way, I have to cal Synchrony every month to have the payment applied to one of the interest bearing promotions. \nI suggest that the CFPB look at this system and suggest ways to make it less of a burden on the cosumer.","date_sent_to_company":"2017-03-04T03:41:30.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"30046","tags":null,"has_narrative":true,"complaint_id":"2370673","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2017-03-04T03:41:30.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It saves the <em>customer</em> money to have the payment applied to an expired promotion, because that 's the one the <em>customer</em> is paying interest on. The <em>customer</em> has the right to designate which promotion the monthly payment will be applied to. In order to see whether the payment has been correctly applied to the promotion the <em>customer</em> chose, the <em>customer</em> has to work from XXXX separate billing statements and do math."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2370673"]},{"_index":"complaint-public-v1","_id":"2365608","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"We have had a checking account with Wells Fargo ( formerly Wachovia ) for nearly 15 years, during our last visit to the XXXX branch we were persuaded to take out a credit card which would 'even out expenses over the year '. I had to make a deposit of {$300.00} and was charged {$25.00} for the annual fee. When the card arrived I had a credit limit of {$300.00}, being the sum I paid in, which makes it a pre-paid account in my view. I have tried unsuccessfully for weeks to sort out the return of my {$300.00} and the closure of the account. \nI spoke to their customer services two weeks ago and said I wanted to return the {$300.00} to my checking account and close the credit card account. As I had a bill to pay I needed it straight away and so said I would take it as a cash advance and the chap said the 3 % fee would be waived and the account would be closed, using the collateral account to pay the cash advance amount. \n\nI logged on my account today to see that the credit card account is still active with a balance of {$310.00} and a payment of {$40.00} overdue.","date_sent_to_company":"2017-03-02T18:07:10.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2365608","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-02-28T10:18:06.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I spoke to their <em>customer</em> <em>services</em> two weeks ago and said I wanted to return the {$300.00} to my checking account and close the credit card account. As I had a bill to pay I needed it straight away and so said I would take it as a cash advance and the chap said the 3 % fee would be waived and the account would be closed, using the collateral account to pay the cash advance amount."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2365608"]},{"_index":"complaint-public-v1","_id":"2364033","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"My XXXX account was hacked on XXXX/XXXX/2017, and a gold coin was purchased for {$680.00}. As soon as I noticed this activity on my account, I contacted the merchant the same day notifying them of a fraudulent purchase and asking them not to ship which they complied with. I also contacted my credit card company the same day who started an investigation, credited my account for {$680.00} and sent me a new card. A week later the merchant issued a refund in that amount. The bank then debited my account in that amount, to even out the balance. However two weeks later the bank debited my account again in that amount. I called to complain, and was given credit, which evened the balance. Then two weeks later the bank debited my account for a third time again. My account was credited 2 times but debited 3 times.","date_sent_to_company":"2017-02-28T15:19:03.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"064XX","tags":null,"has_narrative":true,"complaint_id":"2364033","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-02-28T15:19:02.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2364033"]},{"_index":"complaint-public-v1","_id":"2361383","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Requested assistance with disputing a charge on XXXX/XXXX/2016, more than two months ago. \nStill have not received resolution or assistance.","date_sent_to_company":"2017-02-27T03:55:36.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"78154","tags":"Servicemember","has_narrative":true,"complaint_id":"2361383","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-02-27T03:55:36.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2361383"]},{"_index":"complaint-public-v1","_id":"2359827","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Hi, I called Chase Credit card customer care number XXXX on XX/XX/2017 at around XXXX. \n\nThe executive was n't talking professionally and was n't able to give me complete information. He seemed to be untrained and without sufficient knowledge. Prior to that, he asked for my SSN and asked for account password or security question ( my mother 's maiden name ) to verify my identity. \n\nI need to know if it is a standard procedure at Chase to ask SSN and account password for verification purpose? But, why shall I share my security question or account password? \n\nBut anyhow, I had to share my SSN and my mother 's maiden name for verification purpose as he was n't giving me option to answer any other verification questions. \n\nI need assurance that the person to whom I spoke to is a genuine person and my identity details were shared with a reliable customer care executive.","date_sent_to_company":"2017-02-25T03:51:47.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"27896","tags":null,"has_narrative":true,"complaint_id":"2359827","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-02-25T03:51:46.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I need assurance that the person to whom I spoke to is a genuine person and my identity details were shared with a reliable <em>customer</em> care executive."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2359827"]},{"_index":"complaint-public-v1","_id":"2358800","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2017, Syncrony Bank submitted a documentation to THE UNITED STATES BANKRUPTCY COURT FOR THE XXXX OF FLORIDA XXXX DIVISION IN VIOLATION OF FCRA, FAIR DEBT COLLECTION PRACTICES ACT ( 15 USC 1692 ... ... 15 USC 1692g ... ). I do not have any liability or any debt with the banking institution mentioned about. \nIf the CFPB want to refer this case to any other federal agency or agency 's.","date_sent_to_company":"2017-02-23T22:00:51.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"32837","tags":"Older American","has_narrative":true,"complaint_id":"2358800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2017-02-23T22:00:51.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2358800"]},{"_index":"complaint-public-v1","_id":"2357283","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"WHERE DO I START? I WAS WITH MY WIFE UP ON THE XXXX OF THE XXXX IN XXXX TUESDAY AFTERNOON WHEN DISCOVER CARD DECIDED TO SHUT OFF MY CREDIT CARD FOR NO GOOD REASON! INSTEAD OF DOING THE RIGHT LEGAL & ETHNICAL THING OF CALLING ME ; THEY INSTEAD TAKE IT UPON THEMSELVES TO \" PLAY XXXX '' WITH MY CREDIT PURCHASES. I THEN CALLED THEM BACK IMMEDIATELY TO CONFIRM THAT I AM THE PERSON MAKING THE CHARGES ; THAT THIS CREDIT CARD HAS NOT BEEN STOLEN. WHEN I DID CALL BACK, I WAS ASSURED BY THE CUSTOMER SERVICE REP. THAT THE ACCOUNT WOULD BE REINSTATED. THEN I TRIED TO CHARGE SOMETHING ELSE & GOT THE SAME SURPRISE \" DECLINED CARD ''. I CALLED BACK AGAIN!! THIS TIME SAME PERSON ASSURED ME MATTER WAS BEING CORRECTED? THAT THEY WOULD ALSO PUT A \" TRAVEL ALERT '' ON MY CARD? THEN AGAIN I TRIED TO CHARGE, THEN GOT SAME SURPRISE! DURING THIS WHOLE TIME, MY RELATIONSHIP WITH MY WIFE WAS WORSENING BECAUSE OF THIS \" XXXX ''! I CALLED BACK AGAIN, THIS TIME SOMEONE APOLOGIZED? THEN REASSURED ME THE PROBLEM WILL BE FIXED NOW? THEN I LEFT THE BUILDING GOING DOWN THE XXXX FEET ELEVATOR DESCENT FROM XXXX! WHAT A RIDE! THEN WE GO TO A NEARBY VENDOR, I WAS DECLINED AGAIN? I CALLED BACK AGAIN THIS TIME FURIOUS, THIS REP. TOLD ME A TOTALLY DIFFERENT STORY THAT THE CARD CAN NOT BE USED FOR ANOTHER 48 HOURS??!! THAT WAS IT FOR ME!! THANK XXXX I BROUGHT ABOUT $ XXXX CASH WITH ME TO XXXX!!!","date_sent_to_company":"2017-02-23T23:51:49.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"210XX","tags":null,"has_narrative":true,"complaint_id":"2357283","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2017-02-23T23:51:49.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["WHEN I DID CALL BACK, I WAS ASSURED BY THE <em>CUSTOMER</em> <em>SERVICE</em> REP. THAT THE ACCOUNT WOULD BE REINSTATED. THEN I TRIED TO CHARGE SOMETHING ELSE & GOT THE SAME SURPRISE \" DECLINED CARD ''. I CALLED BACK AGAIN!! THIS TIME SAME PERSON ASSURED ME MATTER WAS BEING CORRECTED? THAT THEY WOULD ALSO PUT A \" TRAVEL ALERT '' ON MY CARD? THEN AGAIN I TRIED TO CHARGE, THEN GOT SAME SURPRISE! DURING THIS WHOLE TIME, MY RELATIONSHIP WITH MY WIFE WAS WORSENING BECAUSE OF THIS \" XXXX ''!"],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2357283"]},{"_index":"complaint-public-v1","_id":"2352020","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Customer support & lending practices from Discover are questionable, if not unethical. Ten months ago, I opened a secured card & was provided information that after 7 months, I would be reviewed to see if my deposit could be returned & graduated to a Discover It card that would not require the secured deposit. Despite a well maintained financial history in terms of paying off card balances prior to the end of the billing cycle, often more than once a month, approval for other cards at a much higher limit ( not secured to start ), consistent payment on bills & mortgage, & having a well funded savings account, I was consistently not approved. After multiple phone calls to the company, the issue is still not resolved. The phone call prior to today ended with Discover acknowledging that they had \" missed '' information regarding the length of my account. I had spoken to a gentleman who said I would be reviewed again that day & should receive a call. Today 's phone call revealed that deceitful information was conveyed on both actions to be taken & to whom I was speaking. I was transferred to multiple people who were unable to provide accurate account details. For example, I was told I was being transferred to a Manager of the secure department, but when speaking with that person, they said they would pass me on to a manager in the secure department because they were only a supervisor of customer service. Placed on a lengthy hold multiple times, resulted in me having further conversations with the same person who said she had \" answers. '' She only was able to tell me, inaccurately, that the account was n't yet at the 7th month mark ( we are now at 10 ) & that I had XXXX accounts with them. I had reported fraud on my card a few months back, but was never advised it would cause XXXX accounts to be opened. If closing that account without my permission has caused this difficulty, that is a problem on its own. I am also concerned about the consistent jostling back & forth from a financial institution that I am supposed to trust. In addition, they are also holding the deposit without any reasonable explanation why I have not been able to be upgraded to the non-secured card. It is wholly unacceptable that I would be able to obtain a mortgage, open other cards, & have strong payment history, but not be able to have an unsecured card, even with a low amount, without the company being able to justify the reason. Other than discriminatory lending practices, it is hard to believe that there is an explanation as to why this is happening. No one at the company seems to be willing to provide an answer or a solution. In addition, I have been mislead by 2 of the 3 support representatives I spoke with today regarding who they spoke with to get answers regarding my situation ; after I asked to speak with that manger, she was not able to do so & claimed that the person left. This in itself was suspicious, due to the fact that it was a matter of minutes, in the middle of the half hour. The third representative, a cust. service trainer ( who was also misidentified by the person who transferred me to her ), clearly identified to me that in fact, there was no managers on duty at all today. This third person, who I was told would be able to solve my problem, was unable to provide me with any additional information. She stated she would call back when someone else, a manager from the secured credit card department. At the end of the call with the last person, a request was made for ID numbers of the employees ; it was revealed that the employee previously spoken to, who gave ID numbers, would have no way to access any ID numbers ( thus, info provided was made up ). As I have worked diligently to maintain steady financials, a solid credit score & well founded credit history, it is unethical to have been lied to in such a maliciously deceitful manner. Can provide call recording.","date_sent_to_company":"2017-02-18T21:52:49.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"19805","tags":null,"has_narrative":true,"complaint_id":"2352020","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2017-02-18T21:52:48.000Z","state":"DE","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["For example, I was told I was being transferred to a Manager of the secure department, but when speaking with that person, they said they would pass me on to a manager in the secure department because they were only a supervisor of <em>customer</em> <em>service</em>."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2352020"]},{"_index":"complaint-public-v1","_id":"2351671","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"I applied for the Discover IT card and was denied on XX/XX/XXXX. The agent I talked to that same day told me my credit application was n't even reviewed because I had applied for a duplicate card, and that if I applied for a different version of the card, I 'd be approved seeing as everything else was okay, such as waiting 12 months inbetween cards. I applied for the second card and was denied again. I was given misleading information that lead me to believe I 'd be approved, if I would just re-apply. I want XXXX of these duplicate inquiries, that adversely affect my credit score, to be removed. Multiple attempts to contact Discover over the last three and a half weeks have yielded no use.","date_sent_to_company":"2017-02-20T17:32:57.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"926XX","tags":null,"has_narrative":true,"complaint_id":"2351671","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2017-02-20T17:32:56.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2351671"]},{"_index":"complaint-public-v1","_id":"2348927","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"There is no reporting for XXXX, XXXX and XXXX for my Capitol One card ending in XXXX.","date_sent_to_company":"2017-02-17T00:40:41.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"20910","tags":null,"has_narrative":true,"complaint_id":"2348927","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-02-17T00:40:41.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2348927"]},{"_index":"complaint-public-v1","_id":"2341308","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2016, XX/XX/2016, and XX/XX/2016 I filed disputes with Capital One Bank. \nThis is the dispute I sent to Capital One Bank. \" First, you have not, by any credible means, demonstrated that I owe this alleged debt to YOUR organization. You have failed to provide any document bearing my signature that would establish that I have any indebtedness to your company. You have also failed to provide me with a complete statement of accounting as required by law to be considered full and complete validation. \n\nSecond, you have merely supplied me with copies of alleged bills on the account in question ( OR contract ). These documents, which you could easily have fabricated, fail to prove that there is any legal or contractual obligation between myself, and Capital One Bank. \n\nThird, as you have failed to establish any relationship between me and the purported debt, I demand that you discontinue reporting this item to the credit bureaus and, in fact, that you delete the item. Additionally, note that if you continue to report this purported debt to the CRA, such action will be in violation of the Fair Credit Reporting Act. \n\nFourth, I do not appreciate the insulting tone that my validation request was answered in. I have a right to request ANY and ALL proof that I owe this alleged to your organization. Your answers were condescending and I WILL be sure to report this negative response to the OCC, CFPB, and the Better Business Bureau. Your hostility was completely uncalled for as I am acting within MY rights under the law. \n\nTo summarize, I DID NOT ever had any contractual obligation to pay YOU, at this point as you have failed to provide ANY credible proof that the alleged debt can be validated. As noted above, a copy of an purported bill is simply not enough satisfactory proof that I, personally, incurred this alleged debt. \n\nYour compliance with my demand that you remove this item and discontinue collection attempts is anticipated. \n\nCapital One Bank never responded to my dispute or honored my request.","date_sent_to_company":"2017-02-13T22:35:08.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"19121","tags":null,"has_narrative":true,"complaint_id":"2341308","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-02-13T22:35:07.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2341308"]},{"_index":"complaint-public-v1","_id":"2340643","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"I applied for and received a credit card through Wells Fargo Bank. A promotional offer with the card paid a {$100.00} bonus after spending \" X dollars '' ( I do not recall the exact amount ) in a 3 month period. I achieved this level of spending yet did not receive my {$100.00} bonus. I contacted Wells Fargo regarding this matter and was told there was a \" glitch in their system '' ( words used by Wells Fargo XXXX and that my {$100.00} would be paid the next month. This happened for several months in a row until someone at Wells Fargo manually made the adjustment and paid me the {$100.00} they owed me. XXXX of the Wells Fargo agents told me that it was good that I had called and pursued this matter because the {$100.00} would have never been paid and would have rolled forward to following month \" forever '', due to the \" glitch in their system ''. \n\nI fear that other customers may also be owed a payment by Wells Fargo, but will not receive their money because they are not as persistent as I have been. \n\nAfter I received my {$100.00} from Wells Fargo, I requested compensation for the time and effort I had to dedicate to correcting this matter. I made numerous phone calls to Wells Fargo over the course of several months to settle this matter. My case was elevated to the Wells Fargo Corporate Office and I was assigned a XXXX and a Case Number. This department ( and my XXXX XXXX ) ignored over XXXX phone calls and voice mail messages from me. Only after leaving messages in general voice mail box did someone other than my XXXX XXXX call me back. \n\nI am still requesting compensation for my time and effort to correct a problem created by Wells Fargo. Wells Fargo refuses to do so. \n\nI will close by adding that I have been a banking customer with Wells Fargo for nearly XXXX years ( with substantial deposits ) and have had a generally positive experience with the organization, until now.","date_sent_to_company":"2017-02-11T20:33:17.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"55311","tags":null,"has_narrative":true,"complaint_id":"2340643","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-02-11T20:33:17.000Z","state":"MN","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 will close by adding that I have been a banking <em>customer</em> with Wells Fargo for nearly XXXX years ( with substantial deposits ) and have had a generally positive experience with the organization, until now."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2340643"]},{"_index":"complaint-public-v1","_id":"2335861","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"A charge to purchase an airline ticket was declined on suspicion of fraudulent activity by my bank. By the time I corrected the problem the fare for the trip was no longer available and I had to pay more for the trip.","date_sent_to_company":"2017-02-15T19:43:57.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"02139","tags":null,"has_narrative":true,"complaint_id":"2335861","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-02-09T14:14:43.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2335861"]},{"_index":"complaint-public-v1","_id":"2330094","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"I had fraud on my card back in XXXX XXXX. A new card was issued. I apparently did not update this account number in my bill pay at my credit union. I received no communication from Sears that my payment was being automatically redirected. In XXXX XXXX, my payment posted back to the original card. On XXXX XXXX, my husband attempted to use his card to purchase an item at a Sears store. The card was declined. He went out to his truck to call and find out why. We have had multiple issues with this card for the past 6-7 years, but have kept the card because it is XXXX of my oldest pieces of credit ( which I know is good for my credit score ) and is XXXX of our higher limits. He was told that the card was delinquent, last payment received was for {$30.00}, but {$57.00} was due. When he told me later that day, I went to my checking account history and saw my bill pay amount for {$60.00} cleared my account on XXXX XXXX ( bill was due on XXXX XXXX ). So, this morning I call Sears to inquire why we were declined when payment was made. During this call, I discovered the issue with the previous account number. I expressed my frustration that the payment was transferred all this time, yet I received no communication of the error - or the fact that this would stop in XXXX. My current bill, which I received by email this morning shows an amount due of {$200.00}. I asked if this was due to the account being marked delinquent and fees charged. She indicated yes, but she would transfer me to their recovery department. Then, they would transfer the payment to the correct account, which would make all the fees, etc ... go away and my minimum payment would go back to what it would be if that payment was applied to the current account. When I was transferred to the recovery department, they noted the payment on the other account and said they would 'take my request to transfer the payment '. That statement gave me the impression they could deny my request - which did not settle well. Then, I asked about the payment being processed effective XXXX, so no fees would be charged. He told me customer service would need to take care of that. I told him they just told me the Recovery Department would process all of that. I was placed on hold while he inquired ... then was told the exact same thing as before. I repeated my request for the effective date and he said once again he would need to check ... put me on hold for a few short seconds and came back and told me the customer service department would be the ones to handle that request ( not enough time to make a true inquiry.. therefore I felt lied to and deceived ). I repeated the same back that they said he would. This is now feeling like a game of lets play bumper cars with the customer and send them all over the place and see if they give up, so we do n't have to honor their request. I told him I was at work and did not have time to make multiple phone calls. I also have to wait 3-5 days for my requested transfer to happen. Meanwhile, I am showing delinquent and can not use my card. Then I have to wait for this transfer in order to call back to customer service to reverse fees, etc ... I imagine when I call, I will be told that the request needed to happen at the time of the transfer request. I am extremely disappointed in how I was treated and the lack of consistency in responses from different departments. I feel like a victim of this card, rather than a long-standing good customer.","date_sent_to_company":"2017-02-06T15:39:44.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"488XX","tags":null,"has_narrative":true,"complaint_id":"2330094","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-02-06T15:39:43.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["He told me <em>customer</em> <em>service</em> would need to take care of that. I told him they just told me the Recovery Department would process all of that. I was placed on hold while he inquired ... then was told the exact same thing as before."],"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> relations"]},"sort":[19.543686,"2330094"]},{"_index":"complaint-public-v1","_id":"2329585","_score":19.543686,"_source":{"product":"Credit card","complaint_what_happened":"Hello, I have called Citibank for a total of three times with an unresolved issue. My account has been locked. When I called Citibank, they requested a phone verification in order to verify my identity. I provided the home number of my father, an authorized user, which they called and provided a reference number. When I called back with the reference number, the bank further refused to verify my identity and asked for a fax of my ID as well as social security card. I am currently living and working abroad and unable to as well as uncomfortable with faxing sensitive information to the bank which I can verify over the phone.","date_sent_to_company":"2017-02-07T01:47:28.000Z","issue":"Customer service / Customer relations","sub_product":null,"zip_code":"19148","tags":null,"has_narrative":true,"complaint_id":"2329585","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-02-07T01:47:28.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"issue":["<em>Customer</em> <em>service</em> / <em>Customer</em> 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