{"took":492,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":9,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2699563","_score":24.711962,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX advertises that I can pay my mortgage via ACH payments. They claim that this ACH can be set up via their online service at USBank.com. I have attempted to set this up via the US Bank Online but not able to do so. I have called several times and been walked through the process to set up a ach via USbank.com. I have called several times and not been able to fix this issue. There is some technological defect associated to my online user account that is preventing the option to set up ach to appear under the payment menu. I have been advised that upon hovering over the word payment the option to pay online or set up ach should display. I am only being presented the Pay Online option. Consequently, I am unable to set up the ACH automatic draft of my mortgage payment as desired. Further, they charge you a {$5.00} payment processing fee if you do not pay your mortgage payment by the first of the month. The only protection against this money grab on their part is to set up ACH. I think it is appalling that the bank that makes so much money in interest charges the customer to accept a payment online at any time. Is n't this part of the servicing duties the institution is being compensated for in servicing fee 's. It sure seems like double dipping to charge fees to make payments. \n\nThe representatives have no clue how to troubleshoot and upon request to be transferred to a technical help desk rep to assist in resolving the issue with the online functionality I am advised there is no such technical help desk. When inquiring about opening up a problem ticket to send to the application team that supports online banking I am told they have no process or procedure to escalate technical issues to the appropriate application support team who could investigate and correct the issue so that I can use the USBank.com online tool to establish my ACH payments. Instead they tell me it is my computer. When I told them I used 4 different browsers but received the same behavior they said the could not escalate the issue because no one else is reporting it and it was my computer. I logged on to my work computer and followed the same process to log in to and navigate to the customer care net as instructed and again received the same behavior demonstrating the technical issue was with the my account configuration or the USBank.com website that would not allow me to set up the ACH. In any case my computer or not, the technical application team should investigate and there should be an avenue readily available to escalate such issues. \n\nInstead of resolving this issue the representative suggested I should further inconvenience myself beyond the number of hours I spent on this already and go to a US Bank branch to set up the ACH. He then gave me the option to wait weeks to get something in the US mail and pay for postage to return it you them to establish the ACH. I asked for him to set it up over the phone then, and he said no he could not do that. How about just getting the USbank.com website to do what it is supposed to do? How about that? \n\nMy contention is simple if you have a website that is supposed to have account management functionality that functionality should work. Further, if an issue arises with a customer because of technical issue using that functionality they should be able to be connected to someone who can assist in resolving that technological issue or have some means to escalate internally to the appropriate application support team who can research and correct the defect in a timely manner. \n\nThe level of incompetence with the customer service is appalling. Is it really to much to ask that staff have a clue on how to resolve the issues you are calling in regarding? I cant recount the amount of incorrect information I have been provided with from numerous representatives at this bank. The degree of incompetence causes me to loose patience because something that should be easily resolved is turned into a major issue.","date_sent_to_company":"2017-10-12T04:37:04.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"53223","tags":null,"has_narrative":true,"complaint_id":"2699563","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-10-12T00:02:49.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The representatives have no clue how to troubleshoot and upon request to be transferred to a technical help <em>desk</em> rep to <em>assist</em> in <em>resolving</em> the <em>issue</em> with the <em>online</em> functionality I am <em>advised</em> there is no such technical help <em>desk</em>."]},"sort":[24.711962,"2699563"]},{"_index":"complaint-public-v1","_id":"3469522","_score":17.599655,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX an unusual online purchase resulted in my debit card being froze. When I called the bank they advised they could not re-activate my card via phone, I would have to visit a branch. I visited the nearest branch location, and was advised by the teller that a manager would have to assist me. The manager activated my debit card via her desk phone. The process took less than 3 minutes, however she continued to navigate through what I assumed was my account, using her mouse and keyboard. Simultaneously I asked what she was looking at and I leaned forward so that I could see what was on her computer screen. I saw the words Lost/Stolen in red font. I asked her what does lost/stolen mean, and sreplied that I had a compromised account in my banking history. The lost/stolen account she referenced was closed over a year ago. On XX/XX/XXXX I called the banks corporate office and filed a verbal complaint. I received call backs from a person who's position is unkown, on XX/XX/XXXX, who confirmed that the bank manager is no longer employed with them and a District Manager on XX/XX/XXXX, who confirmed that the bank manager did print my account information unneccessarily. I was advised that I would receive a call back, but I have not. \n\nMy privacy was breeched at this bank when the manager printed my personal account information without my permission. Reviewing my account history and printing it, was not required to reactivate my debit card. I have not been able to confirm what information she has gained access to. Also because the incident happened mid XXXX and I did not complain until XXXX, the manager had prints of my personal account information in her posession. No one at my bank has confirmed what private details she has access to. The bank has made very little attempts to resolve this issue. Since the incident I have locked all 3 of my credit reports for security purposes, which affects my employement search, making it difficult to move forward from this incident. \n\nOn XX/XX/XXXX I placed a follow up call to the corporate office. The young lady in customer service confirmed that my prior complaint from XX/XX/XXXX was closed on XX/XX/XXXX. Based on my conversation with the District Manager on XX/XX/XXXX they were still working on resolution and I would hear back from them. Closing the case while leaving me under the impression that we are working towards resolution shows that they possibly intended to forget about me as a customer.","date_sent_to_company":"2019-12-16T22:13:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"53208","tags":null,"has_narrative":true,"complaint_id":"3469522","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-12-16T21:18:33.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX an unusual <em>online</em> purchase resulted in my debit card being froze. When I called the bank they <em>advised</em> they could not re-activate my card via phone, I would have to visit a branch. I visited the nearest branch location, and was <em>advised</em> by the teller that a manager would have to <em>assist</em> me. The manager activated my debit card via her <em>desk</em> phone. The process took less than 3 minutes, however she continued to navigate through what I assumed was my account, using her mouse and keyboard."]},"sort":[17.599655,"3469522"]},{"_index":"complaint-public-v1","_id":"2981371","_score":16.968765,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Chase freedom VISA Account Number : XXXX XXXX XXXX XXXX On XX/XX/2018, I booked a XXXX car rental online from XXXX. I paid {$31.00} deposit using the subject VISA card. This was a 19 day car rental, with pick up and return at XXXX, XXXX XXXX XXXX XXXX from XXXX XXXX through XX/XX/2018. \n\nOn XX/XX/2018, I received an email from XXXX   confirming my order. ( This is documented in Exhibit A ).\n\nThe email provided a link to an e-Voucher. ( This is documented in Exhibit B ). \nThe XXXX included advise, stating that GBP XXXX ( {$290.00} ) is payable at the rental desk. \n\nOn XX/XX/2018, I presented the XXXX to XXXX Agent ( XXXX XXXX ), at the XXXX, XXXX XXXX XXXX XXXX location. I was expecting to pay GBP XXXX ( {$290.00} ) for the car rental, as indicated on the e-Voucher ( Documented in Exhibit B ). However, XXXX XXXX advised that an additional GBP  XXXX ( {$250.00} ) was required for Theft Waiver. I declined the Theft Waiver, and explained that I was already covered for this through my own automobile insurance policy and / or my VISA card benefits. I was then informed by XXXX XXXX that I would not be permitted to rent the vehicle, unless I purchased the Theft Waiver coverage. I protested strongly, stating that I had rented many cars in the XXXX XXXX for over 30 years, and had never been forced to purchase Theft Waiver coverage. I explained that typically, a car rental agency would simply request a Pre Authorization high dollar amount on VISA card as a safeguard. \n\nXXXX XXXX was adamant, and refused to yield. In order to continue my journey, I reluctantly purchased the Theft Waiver coverage. I advised XXXX XXXX that I was disappointed with the service provided, and that I would be initiating a VISA chargeback, and if necessary, contacting the CONSUMER FINANCIAL PROTECTION BUREAU for support. \n\nA copy of Rental Agreement No XXXX showing GBP   XXXX Theft Waiver charge is documented in Exhibit C. \n\nOn XX/XX/2018, I telephoned Chase VISA on XXXX, and advised them of the series of events, as described above. I requested that they refund the GBP XXXX ( {$250.00} ) Theft  Waiver Fee, as this had not been disclosed to me at the time of booking. I explained that I had been forced to pay this in order to complete the car rental process. \n\nChase VISA advised that they would issue a temporary ( {$250.00} credit to my account while they investigated the dispute. Chase VISA advised that they would be sending a form to me to complete, in order to assist their investigation. Chase VISA advised that they would inform me of their decision within 30 days. \n\nOn XX/XX/2018, I returned the completed form to Chase VISA, together with the above transcript. \n\nI received a letter from Chase VISA, dated XX/XX/2018, advising that they had resolved the dispute. They advised that the charge would remain on my account. This is documented in Exhibit D. \n\nIn conclusion, the mandatory requirement that I would have to purchase the companies Theft Waiver was not disclosed to me at the time of booking. ( I was already covered for Theft Waiver through my own automobile insurance policy and / or my VISA card benefits ). In my opinion, questionable advertising practices were employed, in order to increase company revenue. \n\nXXXX XXXX","date_sent_to_company":"2018-08-03T06:03:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92123","tags":"Older American","has_narrative":true,"complaint_id":"2981371","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-08-03T05:45:55.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Chase VISA <em>advised</em> that they would <em>issue</em> a temporary ( {$250.00} credit to my account while they investigated the dispute. Chase VISA <em>advised</em> that they would be sending a form to me to complete, in order to <em>assist</em> their investigation. Chase VISA <em>advised</em> that they would inform me of their decision within 30 days. \n\nOn XX/XX/2018, I returned the completed form to Chase VISA, together with the above transcript."],"sub_issue":["Credit card company isn't <em>resolving</em> a dispute about a purchase on your statement"]},"sort":[16.968765,"2981371"]},{"_index":"complaint-public-v1","_id":"3472189","_score":13.178259,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/2019 I began the online process to open a checking account with USAA. The system did not have a way for me to state that my husband, a XXXX XXXX had died. His XXXX XXXX is what I believed would qualify me to open the account. I stopped the online process and called USAA. I told the Rep what I wanted, told him my husband was deceased and asked if I could still open the account. He assured me that I did qualify and he proceeded to assist with opening the account. The last step he took - with my permission - was to extract {$2500.00} from the bank I had at the time and charged me the {$25.00} wire fee to do so. He told me the account was now active and that I could begin using it immediately. I believe this was the last Friday of the month of XXXX. Over the weekend, I received by email from USAA documents that federal law requires be signed by me. The USAA instructions stated I could e-sign them. I tried but the e-sign link never worked. In between packing to go on an extended trip to XXXX I kept trying the e-signature link, thinking the problem was that the account was new and that it was just a \" slow computer '' issue. Finally, I decided to call USAA for assistance. My intention was to go to my to account open up the documents, call USAA to get help with the e-signature link. When I tried to log into my account an error message told me my account was restricted to call USAA for assistance. I did immediately and eventually a woman in their Security Dept. very curtly advised that USAA has chosen to no longer conduct business with me or some script to that effect ... that has made me feel like I am a criminal of sorts ... and Rep refused to give me a reason for that decision. I called back and was transferred around to eight ( 8 ) different people, not one of whom could tell me what the problem was, just continued to make me feel as if I had committed an unknown illegal act. The ninth ( 9th ) person I spoke with in Security kindly advised me that the problem was I had not submitted my I.D . when I opened the account. I informed her that the man that helped me open the account NEVER ONCE asked for my identification. She kindly assisted me how to submit my I.D . electronically, however it was continually refused for one reason or another. Finally on XX/XX/XXXX my electronically submitted identification was finally accepted, however I remained locked out of the account. Countless phone calls to USAA only netted me the same run around in the same loop of non-assistance. Each call I was told by their Security Staff that they could not determine the reason for the restriction on my account so that Rep was escalating my call that I will receive a call from the appropriate department within no more than 2-3 business days ... to date, I have NEVER received a call. I was out of the country for an extended period of time, yet I still made several international calls to get this resolved by having my money returned to me and that account closed, yet no one has been able to assist me. Three ( 3 ) times I have sent emails to CEO XXXX XXXX, Chief Risk Officer XXXX XXXX, Customer Service Supervisor XXXX XXXX and CP Sales/Service ( manager? ) XXXX XXXX. Even though on the first email I had inadvertently submitted the incorrect member number still XXXX XXXX from Member Advocacy USAA Enterprise Financial Crimes Management sent me an email XX/XX/19 stating he had tried but was unable to reach me to call him and he gave the number and his extension. I began calling him the same day and each time left messages. I did not call XXXX XXXX, but each subsequent call thereafter I left messages ... specifically stating that since my Caller I.D . did not register a call from USAA I likely treated the call as a telemarketer and blocked the number. I pleaded with him to send me an email advising a day and time when he will be in his office and I will certainly call him at that time to get my money returned to me. Since his initial email, I have never heard another word from XXXX XXXX. Two ( 2 ) more times I have resubmitted my emails to the 4 USAA officials with my corrected member number and new cell phone number on them ... I have never heard anything back. I submitted a question to the XXXX community seeking suggestions on how to handle this problem and immediately the Help Desk for USAA sent me an email requesting more information. I immediately submitted the same information I have stated here. The reply I received from that Help Desk was that my information was submitted to USAA as a complaint. That was on XX/XX/XXXX ... to date, I have not heard another word. The last conversation I had with USAA Security was that no one in the company can access my account except Security so there is no one else in the company I can speak with because they will not be able to help me, that Security is the only department that can access my account and they can not help me because USAA has chosen to no longer conduct business with me. Additionally, On XX/XX/2019 I received a statement from USAA that shows they closed my account and issued an order for a check of my funds to be sent to me. Since I had not received the check, I called USAA several times with the same results as stated above ... no check, no help. I am a XXXX XXXX XXXX XXXX living on a fixed income. The money rightly belongs to me, it is now six ( 6 ) months since USAA has - in my opinion - illegally held on to my money, refusing to explain to me why and thus far, refusing to return it. If I had done this to their company, they would have all manner of Collection employees harassing me to retrieve what they would say rightly belongs to them. Yet as an innocent consumer, I have not felt like I have any methods to collect my rightfully owned money from USAA ... until by accident, I came across information about CFPB. My feeling is that USAA has stolen my money from me. I have recorded conversations with USAA representatives, each time I have advised them that the call was being recorded. The second to the last conversation I had with them, the Security Rep took me off of hold stating that she had found someone who could help me and the person was on the line. At that point I told them that I was recording the call and whether intentionally or accidentally I do not know, but one of them immediately disconnected the call and no one tried to call me back, so I called back and that is when I was told, no one at USAA will be able to help me. During my XX/XX/2019 conversation with a USAA Security Rep, I was told first one thing then another ... finally he put me on hold for a very long time came back stating that Property & Casualty had put a restriction on the check to be issued to me ... he supposedly tried to get them on the line to explain their reasoning to me, but he came back saying they were not able to take my call or something, then he said that it was because of the Auto department or something ... the more he spoke the more it sounded as if he was just making up things as he went along in his effort to get me off of the line. I informed him that I have never had an account or dealing with their Property & Casualty or their Auto departments. He then admitted that he wasn't sure if those departments were the problem. I never received an escalation call from that conversation either. I also believe that the representatives put me on hold for sometime upward of nearly an hour hoping that I would get tired, frustrated and disconnect the call ... I never once did so, I stayed on hold until they eventually came back on the line. Once again, I will be leaving the country for an extended period of time, but I will be reachable by email. I will GREATLY appreciate your help in recovering my money to me. Thank you","date_sent_to_company":"2019-12-19T05:46:20.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"291XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3472189","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-12-19T00:02:12.000Z","state":"SC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["In XX/XX/2019 I began the <em>online</em> process to open a checking account with USAA. The system did not have a way for me to state that my husband, a XXXX XXXX had died. His XXXX XXXX is what I believed would qualify me to open the account. I stopped the <em>online</em> process and called USAA. I told the Rep what I wanted, told him my husband was deceased and asked if I could still open the account. He assured me that I did qualify and he proceeded to <em>assist</em> with opening the account."]},"sort":[13.178259,"3472189"]},{"_index":"complaint-public-v1","_id":"8260281","_score":12.735134,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ND   XXXXXXXX XXXXXXXX\nXXXX  \nConsumer Financial Protection Bureau:\n\nI sent information about my poor and unhealthy hotel stay via the XXXX XXXX, see below for complete chat, to XXXX which is a part of XXXX, while I was surviving in the room at XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX. It was charged to an American Express card of mine. The amount of the charge is XXXX\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nI opened up a dispute with American Express in XXXX XXXX, after getting back to the United States and organizing my post trip. I submitted XXXX documents to American Express dispute, and they ended up in a XXXX  dispute office or file and were not effectively pursued.  Since XXXX of XXXX is in XXXX and the American Express dispute department is in the XXXXXXXX, favoritism against me, the consumer, likely took place. The above entries from my American Express statement show a XXXX charge, credit, and charge, indicating the dispute failed with the American Express XXXX dispute department. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\n\n***************************************************************************************************\n\n\n American Express reopened the dispute of charges foXXXX XXXX ID XXXX\n\nThe additional information submitted includes that no manager was ever available during my stay to address concerns of:\nno business computer terminal online service working, cracked toilet mounting in room XXXX, improper flushing of toilet in room XXXX, bedbugs in rooms XXXX and XXXX, unhealthy conditions of beg bugs in my rooms, and one bug in my orange juice at the hotel's breakfast the last day.\nI did finally get moved to room XXXX by a desk clerk the last day or two of my stay. I asked for a main floor room and was moved a few doors down to room XXXX.  Perhaps the XXXX XXXX of this hotel has bed bug problems. In room XXXX I encountered a big bed bug, the size of my fingernail, my last night, which startled me with its size and shadow when it flew down and was projected from the light above the bed.  I showed XXXX, the front desk clerk on duty aXXXX XXXX XXXX, this large bed bug, which I killed on the bed sheet. He stated the cleaning people needed to do a better job.  The large bed bug landed in my travel bag and then flew onto my bed sheet when I checked my travel bag, where I killed it with a water bottle used as a swatter. I was traumatized by the entire negative bed bug experience.  The bed bug was in my bag and was destined to travel my home.  I was able to kill it in the hotel room, but I was traumatized.  I did not find any bugs in my bag or belonging when I arrived home on XXXX XXXX XXXX, but I was anxious about this situation with my spouse. This caused more personal XXXX  \nThe below attached documentation cites some of the severe problems XXXX has with policies, including controversial no refund policies, relations with hotels, and administration. XXXX  was not even able to contact XXXXXXXX XXXX ID XXXX, by telephone after I reported and communicated at length all my problems on the XXXX app, which is in the documents I already submitted.  These problems included the extremely unhealthy conditions of bed bugs in my rooms, on the XXXX app. XXXX did admit to the severity of the problems by offering XXXX cash, approximately XXXX, equal to XXXX  in payment for my inconvenience.  The hotel bill was XXXX so XXXX  XXXX  bucks, which is equal to XXXX, is a low reimbursement amount. XXXX did not address health conditions in their pre-programed reimbursement offer.  Pre-programed virtual assistant communication is not concerned and responsible customer service.  A XXXX out of XXXX  inconvenience offer is irresponsible and unethical management of an overall bad and bodily unhealthy situation. I ask for full reimbursement, since this was a trying, traumatic, and scary experience.\n\n\n***************************************************************************************************\n\n\nXXXX XXXX\n \nFrom:\nXXXX\nTo:\nXXXX\n, XXXX XXXX\n,\nAmerican Express\n,\nAmerican Express\n\n\nMon, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID: XXXX\n\n Paid\n\nBooking details \n\nXXXX XXXX\nYour booking is already confirmed. For more information or to make changes, please select from the options below.\n\nXXXX XXXX\nWhat can I help you with today?\n\n\nXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ID: XXXX  \n Paid\n\nBooking details \n\nXXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX\nWhat can I help you with today? XXXX XXXX\nProperty related questions\nXXXX XXXX  What's your question? You can ask property related questions like \"Does this property have a pool?\" Or you can try keywords like \"Pool.\"\n\nI am still learning, so if I can't help you I will try to redirect you to additional resources.\n\nXXXX XXXXInline image\nneed a shuttle ride from airport'\nXXXX XXXX  Property address XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX  transfer service is provided at XXXX XXXX XXXX XXXX\n\nTo view the property's page, click here\n\nDoes this answer your question? XXXX XXXX XXXX XXXX XXXX\nI'm sorry I could not answer your question.\n\nFor further questions about amenities available with your booking or any special requests, you can click the link below to message the property directly.\n\nMessage the property\n\nAlternatively, you can view and manage your booking by clicking here.\n\nWhat would you like to do next?\n\nXXXX XXXX\nTry again\nXXXX XXXX  What's your question? You can ask property related questions like \"Does this property have a pool?\" Or you can try keywords like \"Pool.\"\n\nI am still learning, so if I can't help you I will try to redirect you to additional resources.\n\n\nXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nBooking IDXXXX XXXX  \n Paid\n\nBooking details \n\nXXXX XXXX\nYour booking is already confirmed. For more information or to make changes, please select from the options belowXXXX XXXX XXXX\nWhat can I help you with today? XXXXXXXX XXXX  Special request XXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.\n\nThese were the Special requests made at the time of booking:\n\n Non smoking Room\n\n Large Bed\n\nTo add Special Requests, Click here.\n\nTo follow up on previous requests or messages to XXXX XXXX XXXX XXXX,  Click here.\n\nDo you need any additional help with this booking?\n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nBooking ID: XXXX  \n Paid\n\nBooking details XXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX\nWhat can I help you with today?\n\nXXXX XXXX\nPlease note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.\n\nThese were the Special requests made at the time of booking:\n\n Non smoking Room\n\n Large Bed\n\nTo add Special Requests, Click here.\n\nTo follow up on previous requests or messages to XXXX XXXX XXXX XXXX  Click here.\n\nDo you need any additional help with this booking?\n\nXXXX XXXX\nSpecial request XXXX XXXX\nAirport Transfer\nXXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX  directly and they may be able to better assist you.\n\nThe hotel provides transport to/from the airport.\n\nDo you need any additional help with this booking?\n\nXXXX XXXX\nXXXX XXXX XXXX\nLets reach out to our Customer Service team so they can help you directly.\n\nHow would you like to contact support? XXXX XXXX\nLeave a message\nXXXX XXXX\nTo begin, please describe your request below.\n\nPlease be aware that it may take up to XXXX  hour for an agent to respond.\n\nXXXX XXXX  On Monday XXXX XXXX I arrived at XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Hello, my name is XXXX XXXX and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX\nNo\nXXXX XXXX  I will add to my comments with problems I have.\nXXXX XXXX\nWe are sorry to hear that you have experienced some issues with your booking. No worries; I'll be more than happy to check that for you. However, I'm just going to need some more information so I have a complete picture of your needs. Can you please tell me? XXXX XXXX  On XXXX XXXX when I arrived at XXXX XXXX  I had no information about the XXXX  shuttle and where to find it. I requested this information on the XXXX website days before I departed for XXXX I found a XXXX XXXX XXXX Map and XXXX was not on the map. I was delayed several hours because of this and XXXX XXXX XXXX with much research and work involved. XXXX XXXX\nNow the room problems and more shuttle problems\nXXXX XXXX\nWe genuinely appreciate the time you took to let us know about this. We always strive to provide superior service, and your customer comments are the very best way for us to keep an ear to the ground. After reading the details of your experience, we can only imagine the distress you faced at the hotel. These precautions will ensure that such errors will not happen again in the future.\n\n \n\nCan I ask if you are currently at the hotel right now? Did you still utilized the booking?\n\n1XXXX XXXX\nThe telephone does not work and the toilet does not flush poop! Yes poop stays afloat on the toilet bowl! These were reported right upon arrival on Monday XXXX XXXX. I also reported by email two times to the hotel the business desk internet computer did not work. I was told to use my phone. I said my phone is not made for use as a computer terminal. XXXX ignored me. Wednesday XXXX XXXX  the shuttle was down because of no driver at XXXX XXXX  and an XXXX  had to be called. Four hours later I tried to catch the XXXX shuttle at XXXX XXXX and the shuttle went around an outside fence at gate XXXX XXXX feet away from people and me. He sped that far away and did not look for people who needed his shuttle, me!\nXXXX XXXX\nI will continue: Half an hour later I spotted the Geographotel again. He sped on the outside of XXXX gates again and I barely could noticed he stopped at gate XXXX 150 ft ahead. The XXXXl van was pinned behind a bus and vehicles to the side so I had time to run and catch it and knock on his window. The driver said get in. I waited and struggled for more tan an hour to get this ride. On Thursday XXXX XXXX  three XXXX people, the desk person, an assistant from the office, and a supposed manager were inconsiderate to me about breakfast. I thought breakfast was paid in my XXXX XXXXdvance payment, but the desk person, a white man, bullied me about it.\nXXXX XXXX\nAgain, we are sorry for the inconvenience and frustration that you have experienced. No worries; I'll do my best to help you. But do you mind letting us know your specific request so that we can inform the hotel and provide the correct solution to your concern? XXXX XXXX\nI have the Shuttle map with XXXXXXXX  not included, the Bus ticket needed on Monday XXXX XXXX  and pictures of toilet problems and phone. Please take care these problems through discreet contact with XXXX XXXX XXXX  I will be in contact with you and credit card company advising of the noncompliant and less than honest situation at Geographotel!\nXXXX XXXX\nPlease respond As Soon As Possible because of this continuing difficult situation! XXXX XXXX XXXX XXXX XXXX  ID USD XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX time\nXXXX XXXX  Please get the Business Desk computer internet fixed so I and others can use it, include breakfast with what I prepaid, get a better room with phone working and toilet flush working to take care of poop being flushed properly, refund XXXX XXXX Bus fare, and apologetic for bullying!\nXXXX XXXX  Thank you for patiently waiting. I have tried to contact the hotel, but we cannot reach them. No worries; I will check the other solutions that we can provide here on our end. XXXX XXXX\nI just need the supporting document such as pictures or any proof that shows the bad conditions of your room. I will forward it to our relevant team for review.\n\n \n\nTo learn about our privacy practices with any documents you send, please see our Privacy Policy: httpsXXXX XXXX XXXX XXXX  Not answering the telephone is consistent with Geographotels mode of operating, three aspects of which are not answering, non-positive communication, avoidance, bullying. I tried to call them several times on Monday XXXX XXXX XXXX for a shuttle ride from the airport. No answer several times! Twice I called with XXXX XXXX  Novotel desk attendant assistance. There was a recording answer, someone to assist soon recording said, and then termination of call after about 1-2 minutes of hold prompts!\nXXXX XXXX\nI will email pictures. What is the email address to which you wish to have them sent?\nXXXX XXXX\nEmail address for pictures?\nXXXX XXXX  I am still here at XXXX XXXXXXXX XXXX\nKindly send the pictures or any proof here showing the bad condition of the hotel, or you can also send it to our email address, XXXX XXXX XXXX\nWhere do you want pictures sent?\n1XXXX XXXX\nSend pictures of phone, toilet, shuttle map, Bus ticket where?\nXXXX XXXX\nAlso closed toilet near front deskXXXX XXXX XXXX XXXX XXXX XXXX\nWhere do I email pictures of Geographotel which a previous Agent requested under an hour ago?\nXXXX XXXX\nYou can send the supporting documents here in our message so that we can check.\n\nXXXX XXXX  got email address\nXXXX XXXX\nThank you! Sent pictures. XXXX XXXX\nStill at XXXX XXXX XXXX\nHi, XXXXXXXX XXXX XXXX Thank you for reaching out.\n\n \n\nThe email you sent was assigned to another agent, and she is actively handling your case at the moment. Kindly wait for here to get back to you via email as well. As such, this conversation will be closed for now to avoid duplicate case handling. XXXX XXXX\nThank you for contacting us! Please do not hesitate to resume the conversation if you need anything elseXXXX XXXX XXXX  Main Menu XXXX XXXX  Hello, my name is XXXX  and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\nXXXX XXXX  Help with another booking\nXXXX XXXX  I found bed bugs on my bed at XXXX  and\nXXXX XXXX  We understand your situation and apologize for the slow response, as we are currently experiencing high traffic. Not to worry, you've reached me, and I'm here to help you at my level best.\n\nXXXX XXXX XXXX XXXX today. I emailed pictures of bed bugs to XXXX XXXX XXXX\nHello sir. Can you verify the booking ID. Thank you.\n\nXXXX XXXX\nThis hotel situation is escalating and I do not know who to trust here at XXXX Please hurry your assistance! XXXX XXXX  Yes, XXXX, XXXX XXXX XXXX XXXX XXXX\nemail: XXXX  XXXX XXXX\nalso using email XXXX XXXX my phone!\nXXXX XXXX\nI'm really sorry to hear about the issues you're experiencing at the hotel, including bed bugs and broken appliances. This is certainly not the experience we want for our customers and I understand how frustrating and uncomfortable this must be for you.\n\n \n\nPlease be assured that we take your concerns very seriously. We will immediately contact the hotel management to address these issues and seek a resolution. This could include moving you to a different room, or if necessary, a different hotel.\n\n \n\nI truly appreciate your patience and understanding in this matter. We will do our best to resolve this situation as quickly as possible to ensure your comfort and satisfaction. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you. XXXX XXXX\nCan you verify your specific request for your booking so that we can raise it directly with the hotel?\n\nXXXX XXXX  Hello sir XXXX are you still there? XXXX XXXX  I'm really sorry to hear about the issues you're experiencing at the hotel. I understand how frustrating and uncomfortable this must be for you.\n\n \n\nWe have been trying to reach the hotel to address your concerns, but unfortunately, we have not been able to get in touch with them yet. Please be assured that we are doing our best to reach them as soon as possible to resolve the issues you're facing.\n\n \n\nIn the meantime, I would recommend speaking directly with the hotel's front desk or management about your concerns. They may be able to provide immediate assistance.\n\n \n\nI truly appreciate your patience and understanding in this matter. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you.\n\nXXXX XXXX\nI spoke with the front desk many times over the past few days XXXX  at the front desk the first two days was concerned, but had no authority to do somethings about the internet computer terminal. An older man took over for him on Wednesday and he has been hell to talk to. He will do nothing about the internet computer terminal and is closed minded about other issues. He and others act dumb about who is manager when asked. Since the same man has been there for two days and is unresponsive, I do not have trust enough to talk to anyone about getting something done abou problems I bring to their attention. Now the bed bud problem! And you, the powerful Agent, cannot even contact them!\nXXXX XXXX  Hello, my name is XXXX XXXX, and I am here to assist you.\n\n \n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\n \n\nXXXX XXXX  Yes, please XXXX XXXX\nbed bud means bed bug problem!\nXXXX XXXX\nThank you for waiting and we do apologize on the slow response as we are currently experiencing high traffic. I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX\n\n \n\nWe're sorry to hear that you encounter issues with your stay due to computer/signal/internet issues plus the bed bugs. Not to worry, you have me on the other line and I'll help you with your concern by reviewing your reservation. Please stay tuned for few minutes for this. XXXX XXXX  Regarding your concern, please be advised that we've been trying to coordinate with the hotel but we are not getting any definite answer from them regarding your concern over the phone.\n\n \n\nWe'll be sending them an email, as per their request, so they can check and help you with your concern.\n\n \n\nAs a gesture of goodwill, we are offering you a compensation of USD XXXX credited to your account as XXXX Please note, this is the maximum amount we are capable of offering.\n\n \n\nThis XXXX  can be used for any pay-to-XXXX  type of bookings and is valid for 6 months.\n\n \n\nPlease note that XXXX may not be used on bookings that say No credit card required, Tax receipt available, or Pay at the hotel.\n\n \n\nKindly let us know if you accept our offer, and we will issue the XXXX  to your account. Thank you so much for your patience and understandingXXXX XXXX XXXX\nThis is an awkward situation at XXXX XXXX XXXX  is on low side considering what Ive been through. XXXX XXXX\nWhat about credit card company remediation? XXXX XXXX\nHello, my name is XXXX and I am here to assist you.\n\n \n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX  I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX. . I am sorry to hear about your situation and I am sorry on the behalf of the property. As of now, we are still checking with the property regarding the refund/compensation from the property's end\n\n \n\nFrom XXXX end we would like to offer you a compensation of USD XXXX, credited to your account as XXXX. Kindly note this is the maximum amount we are capable of offering and as we are also in the middle for awaiting the property's response.\n\n \n\nPlease acknowledge this offer so we may proceed to issue the XXXX immediately to your account. XXXX XXXX\nNo agreement to compensation for an inferior hotel.I reported the bed bug problem to a different front desk person 4-5 hours ago. about XXXX XXXX XXXX XXXX XXXX He said he could give me different sheets. I spread a sheet he gave me out, and 4-5 hours later there is a bed bug mark on it! I inspected the bed more and found many more extensive bed bug marks! This is against laws to rent bed bug rooms!\nXXXX XXXX\nHi there! My name is XXXX and I'm here to help.\n\n \n\nI have reviewed your case regarding booking ID XXXX XXXX XXXX XXXX XXXX XXXX  and I see that you would like to complain about the room which you received from the property, which has a lot of bed bugs.\n\n \n\nThank you for bringing this to our attention. Not to worry; you have me on the other line, and I'll do my best to help you out.\n\nXXXX XXXX\nPlease, a full refund is in order! XXXX XXXX\nThank you for your concern, it is merited. An awes XXXX XXXX  a gross situation\nXXXX XXXX  I'm truly sorry to hear about the issue you're facing. This is certainly not the experience we want our guests to have. Your comfort and safety are our top priorities, and it's clear we've fallen short in this instance. Please accept our sincere apologies for this unfortunate situation. We appreciate your understanding and patience as we work to resolve this issue promptly.\n\n \n\nWe will request to the property a waiver of the cancellation fee on the reservation. Kindly allow me 1020 minutes to contact the hotel for you.\n\nXXXX XXXX\nI cannot believe this happened to me XXXX XXXX\nWe truly understand the frustration that you felt about what happened on the reservation.\n\nXXXX XXXX  The hotel would assign me a bed bug infested room. Its a crime!\nXXXX XXXX\nThat the hotel would stoop to such a low level! XXXX XXXX\nThank you for your patience. I already contacted the booking partner, and they informed us to send them an email for the cancellation fee waiver.\n\n \n\nRest assured that once we have approval from the booking partner that they are waiving the cancellation fee, we will go ahead and cancel the reservation free of charge and notify you via email.\n\nXXXX XXXX\nThe hotel betrayed a customer and you the Agent\nXXXX XXXX\nOnce we received the response from the hotel that they were allowing us to cancel the reservation free of charge, We will cancel the reservation right away and notify you via email. XXXX XXXX\nFull refund please. I am just aghast this happened. I am an emotional wreck.\nXXXX XXXX  I'm truly sorry to hear about your distressing experience. Please accept my deepest apologies for the inconvenience you've faced. I understand how upsetting this must be for you. We value your feedback and will take necessary steps to prevent such incidents in the future.\n\nXXXX XXXX\nMy wife will be paranoid about me bringing home bed bugs. Sad situation XXXX XXXX  Kindly wait for the hotel response within 24-48 hours. XXXX XXXX\nI was moved to XXXX XXXX from XXXX XXXX on XXXX XXXX XXXX XXXX XXXX, after showing the Manager/Owner the room with bed bug evidence after much convincing about bed bugs and other many hour wait for concern and limited action from the hotel, XXXX XXXXXXXX XXXX Within 12 hours I found a large bed bug in XXXX XXXX Gross! I have a picture of this large bed bug to send to XXXX XXXX XXXX  Hello XXXX XXXX XXXX my name is XXXX, and I will be further assisting you today with the issue in the room.\n\n \n\nI am sorry to know that your stay got ruined due to bedbugs.\n\n \n\nThnk you letting us know that your travel plans turn out this way.\n\n \n\nThis must be very upsetting for you, and we can understand why you are feeling this way.\n\n \n\nWe can assure you that we will do our best to help you make your travel experience better.\n\n \n\nLet me check for an update. XXXX XXXX\nPlease coordinate with parties involved full refund! Credit card company legal department is party to this problem.\nXXXX XXXX\nI understand how you feel, we know how important this reservation is for you.\n\n \n\nAs per checking, this case has been escalated and offered you the compensation amount of USD XXXX XXXX XXXX\nI have another bug problem here, a bug in my orange juice at XXXX XXXX! Picture already sent. XXXX XXXX  I understand your concern, and as per checking, it has already been raised with the relevant team.\n\n \n\nWe are sorry, but we are tied up with the decision, and that is the full amount that we can offer in this case.\n\n1XXXX XXXX\nThanks for getting in touch with us today. If you have any questions later, you can reach us at httpsXXXX We are always here to help. XXXX XXXX\nMain Menu\nXXXX XXXX\nHello, my name is XXXX and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\nXXXX XXXX\nMain Menu\nXXXX XXXX XXXX XXXX XXXX\nHelp with another booking XXXX XXXX  Hi XXXX XXXX XXXX, I have reviewed your case regarding booking ID XXXX  at XXXX XXXX XXXX XXXX\n\n \n\nWere happy to assist with your issue, but well need some help from you. Providing complete information will allow us to assist you faster.\n\n \n\nDo you mind letting us know how we can assist you today?","date_sent_to_company":"2024-01-31T20:55:09.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"58701","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8260281","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-01-31T19:53:02.000Z","state":"ND","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Providing complete information will allow us to <em>assist</em> you faster.\n\n \n\nDo you mind letting us know how we can <em>assist</em> you today?"],"sub_issue":["Credit card company isn't <em>resolving</em> a dispute about a purchase on your statement"]},"sort":[12.735134,"8260281"]},{"_index":"complaint-public-v1","_id":"8027866","_score":12.531315,"_source":{"product":"Student loan","complaint_what_happened":"XX/XX/XXXX- Contacted XXXX to request my Master Promissory Note.  \n4/28/2022- XXXX XXXX., from XXXX advised me to contact StudentAid.gov for the Master Promissory Note. I replied that I went to StudentAid.gov and the info wasnt there. \nXX/XX/XXXX- I opened a case with StudentAid.gov and received auto email it was confirmed. \nXX/XX/XXXX- XXXX XXXX., from XXXX advised I would need to contact StudentAid.gov directly.\nXX/XX/XXXX- Received email from StudentAid.gov that they reviewed my case and XXXX should be able to assist me.\nXX/XX/XXXX- Received encrypted email from XXXX XXXX., with XXXX with a pdf of a loan consolidation promissory note. This wasnt the promissory note that I inquired about, however I had never seen this document. I noticed someone signed my name and some of the information was incorrect. I advised XXXX about this fraud and listed the incorrect information in this document. I also asked for the Master Promissory note. \nXX/XX/XXXX- I reached out to StudentAid.gov about the incorrect document sent from XXXX and my fraud issue. I received another email that advised XXXX would need to assist me.\nXX/XX/XXXX- Received a 2nd copy of the incorrect promissory note via encrypted message from XXXX XXXX, with XXXX. I advised again that this was not what I asked for and let them know again this was fraud. \nXX/XX/XXXX- I called XXXX and talked to XXXX for about twenty or more minutes. I explained I needed my Master Promissory note and let her know about the fraud on the incorrect document from XXXX. XXXX let me know she was submitting a request for my Master Promissory note and not the document that was sent to me. She let me know it would take around 3 to 5 days to receive it. XXXX provided me a phone # to speak with someone about the fraud. I asked her if this was StudentAid.gov and she let me know it was another group. Unfortunately, I called and that was the phone # for StudentAid.gov. \nXX/XX/XXXX- Received an encrypted email from XXXX with XXXX to provide my account#, name and date of birth. I provided this information.\nXX/XX/XXXX- Received a 3rd copy of the incorrect promissory note via encrypted message from XXXX XXXX., with XXXX. I advised that this was the 3rd time receiving incorrect information. \nXX/XX/XXXX- I emailed StudentAid.gov of my recurring issue.XX/XX/XXXX- Received email from StudentAid.gov that my case was escalated on XX/XX/XXXX and I could apply for Borrowers Defense to Repayment. I advised although my fraud issue seems to be with the loan servicer I completed the Borrowers Defense application on XX/XX/XXXX anyway. \nXX/XX/XXXX- I received and encrypted email from XXXX Customer Solutions that they tried calling me. My wife also received a call on her phone from XXXX for me. Not sure why they called my wife.  I advised XXXX in previous correspondence that I work full time. I took a break from work and called back around XXXX cst, however the call was silent for a few minutes and then a survey came on after four or five minutes, which was strange. I responded to the encrypted email that I tried calling and explained I was returning a call from XXXX. \nXX/XX/XXXX- I received an encrypted email from XXXX XXXX., at XXXX. She advised that it would take 30 days to receive my Master Promissory note. Obviously, I responded this was the first time anyone has told me it would take 30 days and asked why. \nXX/XX/XXXX- Received a 4th copy of the incorrect promissory note via encrypted message from XXXX XXXX., at XXXX. I responded to XXXX that this was incorrect and I needed my Master Promissory note. \nXX/XX/XXXX- Submitted complaint to U.S. Department of Education Office of Inspector General. \n\nXX/XX/XXXX- Recd email from XXXX at XXXX who attached the forgery affidavit, however I noticed it was worded differently than the original forgery affidavit that XXXX sent me. I asked if this was a common document or something made up and why it wasnt sent to me originally. \nAlso recd separate email from XXXX that advised that they are reviewing my Identity Theft Request. \nOn this same day, I received another email from XXXX XXXX., with information on borrowers defense, etc. I responded to the email and asked XXXX if she could look at my previous notes to update me with any new information.\nXX/XX/XXXX- Recd random encrypted email from XXXX XXXX., at XXXX. She sent me an IDR estimate letter, however this isnt something I requested and was confusing. I looked and it was for someone else named XXXX. \nAlso, recd a separate non-encrypted email from XXXX XXXX., at XXXX. This was in response to my question about other options to avoid any interest while they are investigating my account. Unfortunately, she only advised that I could pay interest only, although they are investigating my account. (XXXX placed it on administrative forbearance) I also advised her that she sent me someone elses IDR letter and loan info. \nXX/XX/XXXX- XXXX called and advised me I would be charged interest during admin forbearance. He said I didnt have anything to worry about since the loan will be discharged with the borrowers defense. I asked why no one told me it would be discharged. He then advised it would not be his decision, but being investigated. I asked what was timeframe and he advised there isnt one. I confirmed that if for some reason the loan isnt discharged I would be charged the interest and he said it would. I let him know that I didnt think this was fair for something I didnt do and the incident is being investigated. \nI also let XXXX know that I responded to an email from XXXX at XXXX twice about sending me someone elses loan information. I provided him the name on the document was XXXX, but I didnt have any additional information since I was at work.\nXX/XX/XXXX- After receiving a letter dated XX/XX/XXXX from XXXX regarding my loan investigation. The letter stated that my loans were not the result of identity theft. I emailed XXXX  to appeal this decision since I filed a police report and it appears they really didnt investigate anything. I also specifically mentioned again that the promissory note that apparently consolidated my loans was not signed by me. \nAlso emailed Federal Student Aid of issue.\nXX/XX/XXXX- Responded to email from Federal Student Aid on issue.\nXX/XX/XXXX- Recd email from XXXX XXXX., at XXXX and advised to call between XXXX EST, Monday through Friday to assist me with my request. I called and talked to XXXX who was nice, but had to place me on hold a few times for a while, however didnt know how to assist me. XXXX advised me they couldn't find my loan consolidation via their loan consolidation department. I explained to her that I never consolidated my loan and this was one of the issues. I let her know my name was signed by someone and not me via the loan consolidation promissory note that XXXX sent me a while back. I then explained to her the letter I received from XXXX  advised that I could appeal the decision regarding the forgery and this is what I wanted to do. After 28 minutes I still have no resolution. I also responded the email from XXXX XXXX., of what happened. \n\n\nXX/XX/XXXX- Emailed XXXX via their website. Havent heard anything on the investigation of my account. \nXX/XX/XXXX- Submitted complaint form on XXXX since no response from XXXX or anyone. \n \nXX/XX/XXXX- Received encrypted message from XXXX XXXX with XXXX. He only sent the document from XX/XX/XXXX where XXXXXXXX says no forgery was found due to me making payments, etc. I responded and advised Im aware I had a loan however I wasnt aware that someone signed my name to consolidate my student loans. I requested steps to appeal. They also didnt address my interest on the loans.\nXX/XX/XXXX- Received non encrypted email from XXXX XXXX with XXXX that he was sorry they were unable to reach me by phone. I responded and advised that I wasnt aware he was calling. I had already mentioned that I work during the day and asked for a specific time to call, but none was provided. \nXX/XX/XXXX- Received email from XXXX to call XXXX. I responded and asked for a time I could call her directly since I work during the day. \nCalled and t/w XXXX who was nice. Explained my entire situation and she advised she would need to research my situation. I asked for the process to appeal the forgery decision. After talking for 41 minutes, XXXX says she was transferring me to their help desk or identity theft department.\nResponded to email from XXXX XXXX with XXXX that I still needed help with my appeal. While waiting for his response, someone I received an email addressed to someone named XXXX from XXXX XXXX at XXXX. \nXX/XX/XXXX- Recd email from XXXX XXXX. at XXXX with generic message to call XXXX. \nFiled complaint with XXXX.\nFiled complaint with Department of Education, Office of Inspector General. They forwarded my complaint to the Departments Office of Federal Student Aid (FSA). \nXX/XX/XXXX- Submitted complaint information via online contact form on Department of Justice website to Attorney General. \nXX/XX/XXXX- Recd auto email from Federal Student Aid that this was reference to False Certification from XXXX. Note: Not sure why it says XXXX since it was XX/XX/XXXX, per the falsified document. Letter states within 15 days they will follow up. \nXX/XX/XXXX- Recd v/m from XXXX XXXX. at XXXX however was at work at the time. I responded to the XXXX email to provide a time I could reach him directly. \nXX/XX/XXXX- Added notes to XXXX complaint filed against XXXX. To appeal, XXXX advised I needed to file a police report, which I did before I received the XX/XX/XXXX denial letter from XXXX. It mentioned needing three signatures and I also provided this to XXXX before their XX/XX/XXXXdenial letter. Advised XXXX that these are the tactics that XXXX continues to use and have me run around in circles. \nXX/XX/XXXX- Recd call from XXXX XXXX., and discussed my dispute is not that I have a student loan, but the fact that my name was forged on the loan consolidation promissory note dated XX/XX/XXXX. I advised XXXX that Ive already submitted a police report, signatures, etc. He asked if I could r resubmit this information and I told him I would. XXXX discussed that it looks like in XXXX my loan was consolidation when it was with XXXX, which changed their name to XXXX. He mentioned to me that my loan was probably less than 1% of the type of loans they have right now, so it was a unique situation. XXXX advised that he would research some options after I told him that I want to find out who signed my name and go from there. He said he would follow up with me next Thursday, XX/XX/XXXX. \nI resubmitted my driver's license and police report. Also uploaded a copy of my social security card. The Borrower Affidavit of Forgery of an Education Loan Note form isnt valid, as it doesnt address my complaint so emailed XXXX of this. Also updated the XXXX complaint case with this.\nXX/XX/XXXX- Responded to XXXX complaint that still waiting on resolution from XXXX at XXXX. Also advised of incorrect document sent that doesnt address my particular situation. \nXX/XX/XXXX- Emailed XXXX from their website regarding complaint that Im still awaiting a resolution from XXXX. XXXX XXXX., from XXXX promised to update me last month.\nSubmitted complaint against XXXX on StudentAid.gov.\nXX/XX/XXXX- Received email from XXXX XXXX., at XXXX who advised my issue would be added to their database to spot trends. I asked if XXXX would be contacting me.\nXX/XX/XXXX- Responded to XXXX from XXXXXXXX. They didnt address the forgery concern, but only repeated what they did last time. I provided a screenshot in a word document and pointed to question #5 and submitted on XXXX complaint. I also included the appeal letter I sent to XXXX on XX/XX/XXXX. Below is the verbiage I included in reference to question #5 in the Affidavit they want me to fill out. \nLine #5- Mentions, I did not receive any of the proceeds of this education loan. This is a false statement since I do have a student loan and not disputing that I took out a student loan. Again, Im disputing the loan consolidation document dated XX/XX/XXXX, as my name was signed by someone else. \nAlso, I submitted a letter to XXXX on XX/XX/XXXX and received an email that it was received and would be stored. I asked if the last representative, XXXX XXXX., would be updating me since he advised he would provide a resolution. I havent heard back on a resolution yet.\nXX/XX/XXXX- I received a response from XXXX via XXXX. Again, they only repeated the same thing and didnt address my issue about the incorrect affidavit they want me to falsely sign. I responded and reiterated that my issues have still not be resolved. Also, XXXX XXXX., still hasnt followed up with the resolution he promised to provide based on my situation. \nXX/XX/XXXX- Received email from Federal Student Aid and they mentioned to contact XXXX about my issue. I advised I have been unable to get assistance I needed. After this, I received a call from XXXX from a gentleman named XXXX (this is the spelling he provided me). He advised that he was responding to my email that I responded to today. \nXXXX explained that he was reading over the notes before he called me and see I had an issue with the line #5 that mentioned, I did not receive any of the proceeds of this education loan. He let me know that they really didnt have another form to address my situation, but advised I could sign then attach a letter explaining the situation. I advised XXXX that I didnt feel comfortable falsely signing this document. I let him know that Im trying to resolve a forgery issue and XXXX wants me to falsely sign this document. I asked XXXX would he sign it falsely and he says he understands. \nI asked XXXX if there a way they could send me a form that directly addresses my issue and he says there wasnt. I asked XXXX what should I do and he let me know there were no other options. I then asked XXXX is getting legal help the only way to resolve this and he advised he couldnt advise how to proceed. \nXX/XX/XXXX- While doing more research into my student loan with XXXX, I noticed the school's name on both loans is XXXX University. The issue with this is I never had a student loan with XXXX University. I did take a class at XXXX; however, it was a 3-hour class in which no loan was taken out. \nXX/XX/XXXX- Received an email from Federal Student Aid regarding my loan being consolidated without my consent or knowledge. I responded and advised my name was also forged and advised I last spoke with XXXX at XXXX who advised my situation was unique and really didnt have a resolution. I asked for all interest to be forgiven and my original loan minus what Ive paid through the years to be owed. \nXX/XX/XXXX Responded to email from Federal Student Aid who sent me a link to Office of Inspector General, but I advised I already contacted them without resolution. I asked should I submit again and they advised I should so I did again. \n\nXX/XX/XXXX- Today, I also noticed my loan has XXXX as being owed, however, I never took out a school loan to attend XXXX University. I only took one class and this was paid by my employer with a $XXXX balance. This obviously another example of misinformation on my student loan. \n\nXX/XX/XXXX- Emailed XXXX regarding my loan information showing incorrect school and this is another instance of my student loan information being incorrect. It shows two outstanding loans with XXXX University, however, I never owed anything to XXXX University. I also took one class and this was paid. These amounts are not from XXXX University and Ive requested the correct loan information. I also asked for the status of my submission of forgery of a Loan Consolidation Application and Promissory note dated XX/XX/XXXX, as there is still no resolution in over a year now. (Below is the email to XXXX)\n\nHello, \nI'm contacting XXXX to request two items, as I haven't received a resolution as of yet. Below are the two issues I'm contacting XXXX about right now. It has been very hard getting anyone on the phone, so hopefully, someone can email me with a time and date with their direct phone number I can talk with.\n\n1. In XXXX I talked to many representatives at XXXX, which included managers and representatives about an issue where someone forged my signature on a Loan Consolidation Application and Promissory note dated XX/XX/XXXX. Unfortunately, the last representative advised me he really hadn't seen the situation before and needed to see what they could do. It has been over a year now and still no help from XXXX. You can see on my account that I've done everything asked of me, including filing a police report, opening a case on Studentaid.gov., etc.  Also, my account was put on 'Admin Forbearance' by someone at XXXX until this was resolved. \n\n2. My second issue is that I noticed my two loans show balances with XXXX University and this is incorrect. This is yet another issue of misinformation on my account and I would like for someone to update my account with the correct information. I attended only one class at XXXX University, which was paid by my employer around XXXX. It is clearly incorrect as I only took one class with XXXX University and it was paid in full with a XXXX balance. Unfortunately, I'm consistently seeing misinformation on my account and is quite alarming. I would like for someone at XXXX to update my account with the correct information including balance, etc.\n\nXX/XX/XXXX- Filed complaint with Texas Attorney General. \nXX/XX/XXXX- Received email from Texas Attorney General that complaint received that I filed on XX/XX/XXXX. \nXX/XX/XXXX- Responded to email from XXXX XXXX., from XXXX. Asked if there was a direct number and time to reach them since every time I call Im on hold for very long periods of time without talking to anyone. \nXX/XX/XXXX- Received email from XXXX XXXX., from XXXX. Her message was the exact message received from XXXX. She didnt provide a direct number or time I could connect with her, so asked her if there was a way to reach her directly. \nXX/XX/XXXX- Responded to generic email from XXXX at XXXX. The email only mentioned they would add my issue for quality purposes. Again, I asked for someone to assist via phone or email.\n\nXX/XX/XXXX- Noticed on my dashboard that I now have two due dates. The original admin forbearance due date of XX/XX/XXXX and another under a new category, Repayment Planning with a date ofXX/XX/XXXX. I logged back in later this evening and the date now shows XX/XX/XXXX. \nI then logged back in and it now saysXX/XX/XXXX again. \nI then logged back in and now it says XX/XX/XXXX. \nI then logged back in and now it says XX/XX/XXXX.\n\nNote: I've had multiple issues with my loan with XXXX, beginning with the forgery by Navient student loans, in which someone signed my name and included incorrect information on a document dated XX/XX/XXXX, which was provided by XXXX in place of my Master Promissory Note. I wouldn't have known they hadn't sent me this document. \n\nAs of recently, my account is also showing balances from XXXX University and I never owned anything to XXXX. Matter of fact, I only took one XXXX XXXX course which was paid in full.","date_sent_to_company":"2024-02-22T16:12:01.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"76131","tags":null,"has_narrative":true,"complaint_id":"8027866","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2023-12-19T17:30:08.000Z","state":"TX","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I let him know that Im trying to <em>resolve</em> a forgery <em>issue</em> and XXXX wants me to falsely sign this document. I asked XXXX would he sign it falsely and he says he understands. \nI asked XXXX if there a way they could send me a form that directly addresses my <em>issue</em> and he says there wasnt. I asked XXXX what should I do and he let me know there were no other options. I then asked XXXX is getting legal help the only way to <em>resolve</em> this and he <em>advised</em> he couldnt <em>advise</em> how to proceed."]},"sort":[12.531315,"8027866"]},{"_index":"complaint-public-v1","_id":"3285750","_score":10.077026,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"CFPB : Please Review Case and additional documents that prove this card is not mine! \n\nHello. I wanted to send an email to discuss the issues that I am having with your organization. I didnt want to go this far, however I have exhausted all other avenues to get an issue resolved with the organization that you head as CEO. I hope this letter finds you in good spirits as we do not like to hear about the bad things going on in our organizations, however these items need to be brought to your attention. \n\nMr. XXXX, I understand you just recently took the role of CEO of XXXX, and worked at XXXX for over 11 years. I am bringing this to your attention because I have reached out to Comenity Bank and Alliance Data, whom owns Comenity Bank to resolve this matter and they continue to make threats and tell my attorney and identity theft protection lies that are not true about this situation. What I am seeking is your assistance to take care of this matter. I have provided Comenity Bank with all the information and also emailed the CEO XXXX XXXX, whom had XXXX XXXX reach out to me and still tell me that I opened a card with your Brand on it with their bank and I never did, I have sent documents several times, made several calls along with my attorney and identity theft protection only to get threats that they have this and that on me and that I opened the card in a store which is a lie. I just can not believe that your organization lets a bank like Comeity Bank manage its card with your brand on it and treat consumers the way that is does. I am telling you my story because you as CEO should know what this is doing to the XXXX brand. We always hear the saying if something bad happens that person will tell about 10 others and so and so forth. Well lets just say I have already advised several persons about this situation and, from the market watch XXXX isnt doing so hot, and you were hired to turn this organization around, with things like this happening its only going to drive consumers away from the brand. I do not want to seek legal action as I think we are both intelligent persons and just to let you know 11 of the 14 accounts that were opened in my name without my knowledge are closed and deemed fraud and they all had the same situation as this account. I think we can all come to amical resolution to benefit XXXX, Comenity Bank, and myself, without seeking legal action. I am not making threats, I am just stating facts and you as CEO of this brand needs to know what kinds of issues this Bank is doing to the reputation of XXXX Incorporated. The rest of this email is a synopsis of what I have been dealing with and I hope you, can assist me with this matter, as I have went as far as I can other than going the legal option, which I do not want to do, however if there is no amical resolution then I will have no other choice but to do so, I hope you understand. \n\nMy identity was stolen in XX/XX/XXXXwith a lost wallet and also again in XX/XX/XXXXwith the XXXX Data Breach. I found out about the Comenity Bank/XXXX  credit card that was on my credit report that your bank services. The card was fraudulently opened in my name and I had no idea whom used my information other than the accounts were opened online at the retailers website and approved. This person used my SSN, DOB, Address, a fake email address and also opened several other accounts with other financial intuitions. \n\nOn XX/XX/XXXXI mailed your organization the FTC fraud affidavit, my police report and also documents to prove who I am and that I did not open these accounts. The Items were delivered to your organization in XXXX, OH XX/XX/XXXX, and again on XX/XX/XXXX. \n\nOn XX/XX/XXXX, I contact my identity theft protection and I also provided an Attorney in Fact POA to your organization, my attorney who is handling sent XX/XX/XXXX and received confirmation as well that it was signed for and then the fraud investigation began. I was told when I called on XX/XX/XXXX that all accounts would be looked into and in good faith sent the documents to prove my case to your organization that this card was opened in my name without my consent and was not aware of. I have called several times and asked to speak to a manager of the fraud investigations department and was advised they do not take calls. My POA has also called which is my Attorney handling the case and asked to discuss the account and numerous times they have denied her access to the information. I have called again numerous times, and my Attorney called and spoke to a female whom was not helpful other than to state that they found the information and will have the POA added to the account. When I spoke to a XXXX on XX/XX/XXXX, he states he will send a escalated request to have the POA added and I demanded that after we have faxed and mailed documents 4 and 5 times that this is a little out of hand and someone is not doing their job only to find out that the paper work was just sitting on an employees desk and had not been entered into the system. If I would run the organization that I work for like that there would be some very large changes to the process to make this simpler for the consumer as well. \n\nOn XX/XX/XXXX, I filed a Consumer Protection Bureau complaint against your organization for violation of the Fair Debt Collection Act, the Fair Debt Billing Act and also being in violation of regulations E and Z of the Truth and Lending Act. Comenity Bank/XXXX has not been honest with my attorney or myself in regards to this fraud case for the Comenity Bank XXXX Credit Card. I was never notified and was never shown any information from your bank about rates and any other items had these cards were opened in my name as it is by law that you mail this information and these cards would have been caught sooner than now. Your organization has failed to provided me with any resolution and the Consumer Financial Protection Bureau received my complaint and I have responded with my feedback. My attorney also sent additional documentation to your address in XXXX, OH again with additional information showing that I never made payments on this card with the account that your bank states that I did and also statements from my current back whom I bank with shows no payments ever made to your organization. These documents were mailed on XX/XX/XXXX certified mail, and we have also faxed your organization only to find out that the documents were just sitting on an employees desk and have not been handled. \n\nYour organization should have these documents this week and my attorney will be calling in to speak with your organization and XXXX XXXX at XXXX, whom responded to the Consumer Financial Protection Bureau complaint. As I stated above your organization has been most difficult to work with and has been rude to myself and my attorney and refused to provide pertinent information to either of us. In Mr. XXXX response he also states a cease and desist letter was sent from a XXXX XXXX XXXX XXXX   XXXX XXXX. I called and spoke to XXXX who is the executive manager of XXXX XXXX XXXX and he advised me that they have no record of me ever contacting them, he verified my SSN, DOB, Email Address, and Address and stated that he has no record or documentation that I ever contacted them to settle the debt with your organization, as I never knew about that account. \n\nMy attorney also has records to this fact where I spoke to XXXX and he provided that information, I also asked what his organization does and he explained and agreed that I never reached out to them for assistance and he has not record of such account. This is providing false and egregious information to a Government Agency on your organizations behalf and also violates my privacy and United States Citizen under the Patriot Act. This account was also opened online according to the officer investigating my case with XXXX XXXX Police Department. This is a complete violation of the Uniform Electronic Transaction Act ( UETA ). Your organization also violated the Sarbanes-Oxley Act ( SOX ), when allowing someone to pose as me online with a fraudulent email address and e-sign documents that I agreed to the account and would accept the credit card and use it for purchase, which I never did. Your organization also violates the Dodd-Frank Act ( DFA ), and the Graham-Leach-Bliley Act ( GLBA ), which are also governed by the Consumer Financial Protection Bureau, the Federal Deposit Insurance Corporation, and the Office of Comptroller of Currency. \n\nI dont shop at XXXX retailers nor would I ever have a credit card with this organization with the way consumers are treated. It is unjust and unfair to the consumers such as myself whom are victims of Identity theft and I have to go to these lengths to send all this documentation and get an attorney involved as well as my credit monitoring identity theft services to deal with your organization. I have proven with all the documents that I have sent to your organization that the account was sent up in my name fraudulently and is identity theft and I dont know what other course of action but to have my attorney take your organization to court and sue you for damages, losses, attorney fees, and pain and suffering from having to deal with this issue. According to the records that I have the account had {$1300.00} from the statement that was sent to me alerting me of the fraudulent card, and It was not me and if your organization wants to go to court over that, then we will have no choice but to do so. I do not want to go this far with your organization and harm its reputation around the globe, however I will do what is necessary to protect myself and my good credit. \n\nI continue to receive documentation from your organization that payments were made and the information is very vague, XXXX whom I spoke with in the fraud department on several occasions states that payments were made and so I went to the bank these payments came from as she states and got a letter that shows that I have no open accounts with them and never been a client. I also sent 5 months of my current bank statements that show that I never made any payments to your organization as in good faith to show that this account was opened in my name fraudulently and I did not make payments on the account. \n\nMy concern is if your organization treats customer whom show that they are victims of identity theft and also that person in good faith provides documentation that the accounts are fraud and they never opened them, nor made payments what is the issue? Does your organization continue to violate laws set for by the Congress of the United States of America and the Governmental agencies that monitor banks like Comenity Bank/XXXX? This is why I filed a complaint against the organization that you head. I also received an alerts from my identity protection that your bank fraudulently placed the charge account back on my credit report again and I will dispute again. This is a complete and utter violation of the Fair Debt Collection Act and the Fair Debt Billing Act and violation of 605B of the Act, while an account is in dispute it is to be removed from credit reporting agencies. \n\nOn a personal note does your organization not have any empathy for someone like myself who has to deal with this? This has placed a tremendous amount of stress on me and thats why I have hired the attorney and my identity theft protection to take care of these matters, when I have to call several times to ask if a POA is on an account or why are you still holding me responsible for something that I did not do this is just unfair banking practices. I would suggest that your organization take a strong look at how your fraud teams handle customers and how they are rude and very unfriendly. I would also suggest that your bank take a look at what laws they are violating and review banking regulations several times a year. \n\nMr. XXXX what I expect from your organization as a resolution is to remove the Comenity Bank/XXXX Credit Card as I did not make payments on this account nor did I open it. I would also like to speak with you or someone in upper level management with some sense that can handle my issues and resolve this matter so that it benefits myself and your organization. This notification and email states that I do not assume the debt nor was I aware of it. \n\nMr.  XXXX I look forward to working with you and your management team to come to an amical resolution for both myself and Comenity Bank/XXXX If you have any further questions you can contact me after XXXX XXXX EST at XXXX, or please respond to my email. \n\nThank you for your assistance and kind regards, XXXX XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX # XXXX XXXX, NC XXXX XXXX : ( XXXX ) XXXX","date_sent_to_company":"2019-06-24T23:38:11.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"28078","tags":null,"has_narrative":true,"complaint_id":"3285750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2019-06-24T23:02:05.000Z","state":"NC","company_public_response":null,"sub_issue":"Card opened as result of identity theft or fraud"},"highlight":{"complaint_what_happened":["I wanted to send an email to discuss the <em>issues</em> that I am having with your organization. I didnt want to go this far, however I have exhausted all other avenues to get an <em>issue</em> <em>resolved</em> with the organization that you head as CEO. I hope this letter finds you in good spirits as we do not like to hear about the bad things going on in our organizations, however these items need to be brought to your attention. \n\nMr."]},"sort":[10.077026,"3285750"]},{"_index":"complaint-public-v1","_id":"16716044","_score":6.7325306,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX\\nI made three separate reservations with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX) for the XXXX XXXX XXXX  weekend for myself, a handful of friends, but mostly strangers, and general acquaintances/friends-of-friends looking to attend the festival. Each reservation explicitly showed Free cancellation up to one day before check-in. Combined, the three bookings accounted for 16 rooms: 15 Double Queen rooms (7 of them Suites) and 1 King Suite. These original bookings were made with a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnI called the hotel to assign some guests to rooms because the Choice Hotels online account would not allow room-assignment name changes due to technical restrictions. During this call I spoke with a hotel manager; they successfully assigned three of the reservations to different people with each of their payment methods during a three-way call with the individuals taking those rooms. I informed the hotel I would call back the next day with the remaining guest assignments per room once I finalized who was rooming with whom.\\n\\nMonday, XXXX XXXX XXXX XXXX XXXX XXXX) called me and said he was attempting to charge my SoFi card in full for all three reservations for all rooms (ten days prior to check-in) to confirm guests were coming. I reminded him all three reservations had free cancellation up to one day before check-in, and attempting to charge so far in advance without consent violated those terms. He said if payment could not be obtained, he would cancel the rooms and resell them at XXXX  per night due to the festival. I said our group intended to honor the bookings and that pre-charge demands and pricing threats were unethical and in bad faith.\\n\\nSunday, XXXX XXXX XXXXnI called again to finish assigning the remaining guests. The hotel owner was working that day and claimed he could not see any previously entered names or room changes, said he was too busy checking in other guests, and hung up on me multiple times. I contacted Choice Hotels corporate. They initiated a three-way call among me, the hotel owner, and a Choice corporate representative. The Choice rep witnessed the owners repeated rudeness, refusal to assist, and lack of professionalism, even after being told roughly XXXX  in room bookings were at stake, and requested the employees ID and property ID to report the behavior.\\n\\nThat call became a four-way call when attempting to assign one of the guests to the room with their payment method over the phone while the corporate rep was on the line to make sure assignments and payment were taken properly. Due to the owners lack of knowledge of how to use their management system, my entire reservation was overwritten with the guests name, email, and payment method for all rooms. I soon verified in my Choice account that the guests information replaced mine. The Choice rep explained that because the hotel had recently changed ownership and was independently franchised, corporate could not make system-level changes during the transition; all reservation changes and billing were controlled on-site by the hotel.\\n\\nThe owner said each room has an individual confirmation number he can use to modify room assignments and apply the correct payer, but he wasnt sure how. I asked whether guests could check in using individual confirmation numbers since he didnt know how to assign names and payments correctly. He said it would be too time-consuming to retrieve all individual room confirmations. After sustained pressure from the Choice rep, he agreed to email confirmation numbers, but used a personal Gmail account and sent a screenshot rather than an official Choice/Quality Inn email. When the corporate rep asked why he wasnt using an official work email, the owner said he didnt have one. The screenshot contained back-end room codes, building numbers, and other system-level identifiers. The owner then hung up again, stating he was too busy to help. I spent the rest of the day with a Choice rep repeating the process of calling and getting hung up on to try to get people assigned correctly. Eventually the owner said he figured it out and could assign rooms by the individual room confirmation number and take/apply the correct payment methodbut we suspected he wasnt actually entering changes and was placating us. After supposedly finalizing the last guest paying for the last room reservation, I gave the owner my KeyBank credit card ONLY to pay for my single King Suite. After this call, I distributed the individual room confirmation numbers I was provided to each guest for check-in to get room keys for their assigned rooms.\\n\\nThursday, July 17, 2025 (check-in from 3:00 PM)\\nGuests began arriving and presented individual confirmation numbers. Each time a guest checked in, my KeyBank credit card was charged in full for that room, including taxes and fees, even though I did not authorize those charges for other guests rooms. This continued until my KeyBank card was locked by KeyBank for suspected fraudulent activity. Guests called/texted me saying they could not check in with their own payment method because the system was charging my card instead of taking theirs.\\n\\nThe hotel also demanded each paying guest present their own card and charged an additional XXXX security deposit per room (there was a sign on the front desk mandating a XXXX  deposit for check-in). I immediately called the hotel to ask why my card was being charged for every guest checking in when:\\n\\n1) my card should have been assigned to my room only,\\n2) I wasnt even there yet\\n3) guests were providing their own cards as payment during check-in.\\n\\nThe owner said the charges were holds that would be released after checkout (this was false; they were full, cleared charges) from the original card on file. I advised him the KeyBank card was not the original card on fileit was my personal credit card and was only recently provided to be the payment method for my room only. The owner claimed ignorance and said he was unsure how my card was showing for other reservations, then reassured me it was merely being run as a hold, would be released in 310 business days depending on my bank, but that I would need to unlock the card to allow the remainder of my guests to check in, since the system runs the card on file for check-in but doesnt actually charge it.\\n\\nI called KeyBank about the fraud alert/lock, asked them to unlock the card, and had the fraud flag removed to allow others to continue checking in, based on the hotels representation that these were holds. After unlocking, I called a guest who couldnt check in and asked them to ask the owner what card number they had on file for that reservation. He gave them the last four of a card that was not mine. I strongly suspected my reservation was overwritten again and/or payment info was being misapplied across rooms as people checked in.\\n\\nAs guests continued to check in, I began receiving reports about the rooms: unclean rooms, no towels, non-functional air conditioning, missing smoke detectors, and at least two suites downgraded to regular queen rooms without disclosure. When asked, the owner said they were overbooked and did not have suites available, refused refunds or rate adjustments, and offered only to refund and evict guests. Several guests observed a pattern: male guests were charged the XXXX deposit, while female guests paying for rooms were notundisclosed and discriminatory. I was the last to arrive and deliberately used a different card (NOT my KeyBank card) to pay for my King Suite. Despite this, my KeyBank card had already been charged multiple times for rooms I did not authorize, which the owner had represented as holds.\\n\\nThis dispute is about unauthorized charges and improper billing by the merchantnot cancellations or voluntary prepayment.\\n\\nXXXX XXXX XXXX  Dispute Opened with KeyBank\\nI called and opened the dispute with KeyBank. From the outset I explained:\\n The original bookings were not made on my KeyBank card.\\n My KeyBank card was only provided later to pay for my King Suite.\\n The hotel then ran my KeyBank card for multiple rooms as guests checked in, without authorization, while also taking guests cards for deposits/room fees.\\nI followed the call the same day with a detailed email describing events before and during check-in and the state of the rooms.\\n\\XXXX XXXX XXXX XXXX  Email from Credit_Card_XXXX requested proof of paid by other means, stating they cannot continue without documents showing alternate payment matching the merchant XXXX XXXX  and showing the same amount plus the last four digits of the alternate cardXXXX XXXX XXXX XXXX  My Reply\\nI sent screenshots (logged into my other credit card) and a PDF statement, directly addressing the XXXX XXXX  request, providing the last 4 of my card number from that different credit card\\n\\nXXXX XXXX XXXX XXXX  Email from Credit Card Disputes\\nI received another email that appeared possibly intended for a different case, asking:\\n Did employees stay and were services rendered?\\n Were employees also charged on their own cards (and to provide XXXX  and bank statements for each)?\\n Did I request cancellation of all charges except my personal booking?\\n If cancellations were within the allowed window, provide credit memos/acknowledgments.\\n If I requested charge cancellations, provide the date.\\n\\nXXXX XXXX XXXX XXXX   My Reply \\nI inquired that the questions may have been sent to me by mistake, and I clarified there were no employees; this was a private group attending XXXX XXXX. I authorized only my King Suite originally; after the hotel misused my card for other rooms, I paid my room with a different card. The property charged XXXX XXXX XXXX XXXX  rooms to my KeyBank card (XXXX XXXX) without authorization. At check-in, the property required each arriving guest to present a card to pay for the room and to pay a XXXX security deposit, while also billing my card. When KeyBank temporarily locked my card for suspected fraud, I called the hotel; the owner claimed the charges were holds, which was untrue (they were posted charges). I provided hotel receipts showing last-4s for some individuals with check-in timestamps. I pointed out the merchant holds the folios and signed authorizations for the other 9 individuals and that I cannot legally obtain other peoples bank statements. I reminded KeyBank I had already provided the hotel receipt and bank statement showing my King Suite was paid with a different card after the owner misused my KeyBank card. I also noted the front-desk signature capture should exist for each arriving guest as authorization/payment and that the merchant should have these on file. I attached XXXX XXXX XXXX account receipts showing which individuals had data applied to which rooms (arrival/check-in times, guest names, and card last-4s where visible).\\n\\nMonday, XXXX XXXX XXXX\\nI received a letter by mail from KeyBank stating the dispute was closed due to lack of information (coincidentally the same day I had replied that their XXXX XXXX  questions might have been sent to me in error). I called my representing bank and spoke with a bank manager, explained the situation, and while on the phone they pulled up the dispute, couldnt understand why it wasnt resolved, and submitted to re-open the dispute. They scheduled an appointment for me to come in to provide any/all details.\\n\\nFriday, XXXX XXXX XXXX   In-Person at KeyBank Branch\\nI met a Financial Wellness Consultant (branch) in person. He pulled up the dispute and was confused how miscommunication occurred given my submissions. He noted the internal case notes were short/brief and did not relate the details I had provided. We discussed that KeyBank employs third-party overseas support for initial customer service/disputes and that such agents sometimes cannot properly translate or handle complex issues like this. He called KeyBank corporate in the U.S. in an attempt to get the case assigned within the States for proper review. I re-submitted the same full evidence set directly to the dispute email line and to the consultant so he could re-submit with added notes to ensure a proper re-open/review. He provided his direct line for follow-up.\\n\\nXXXX XXXX XXXX XXXXnI received another letter from KeyBank that the case was closed again for lack of information. I called the Financial Wellness Consultant the same day, advised of the second denial, and he said he would speak with a bank manager to get involved and escalate.\\n\\nXXXX XXXX XXXX XXXX  Branch Email Chain\\nI received an email from the Financial Wellness Consultant stating he spoke with back-office: the original dispute was filed as money was paid / double charge, which is why it was denied. He and colleagues concluded this would not be something that could be disputed through KeyBank for the transactions. They advised the best way would be either \\nA) have each individual pay me back, or \\nB) have the hotel reimburse me and charge the cards on file. \\nThey said from Mastercards perspective there was no wrongdoing on their end, and thats why it was denied multiple times. They suggested I reach out to the hotel or to people not charged to get funds returned.\\n\\nI asked what exactly theyre claiming, given there was obviously wrongdoing in using my card to charge all these rooms. I reiterated:\\n The original bookings were not made with my KeyBank card.\\n The hotel obtained my KeyBank card later when I provided payment for my room only.\\n They proceeded to run my card for other rooms as people checked in while I wasnt there, without authorization.\\n When I called after the fraud lock, I was told they were holds, which was false.\\n I have clear evidence the owner did not know how to navigate the system for payments/assignments.\\n\\nI was advised this is a dispute to be handled with the hotel company, as KeyBank nor XXXX can rearrange payments/refunds, due to the length of improper information communication/handling by customer service and the initial dispute investigator.\\n\\n\\nIn Summary\\n\\nThe hotel:\\n Overwrote my reservation with another guests details; used a personal Gmail to send internal back-end codes instead of proper confirmations.\\n Misused my KeyBank card to run multiple rooms at check-in even though I assigned it to my room only.\\n Billed guests unequally for XXXX  deposits (men charged; women not) and only charged rooms for XXXX XXXX XXXX XXXX XXXX paying, while charging my card.\\n Misrepresented posted charges as holds.\\n Downgraded suites without notice/compensation.\\n Room quality/safety issues: missing smoke detectors, lack of towels, AC problems, and cleanliness issues.\\n\\nKeyBank:\\n Opened the dispute XXXX XXXX XXXX and I supplied all evidence requested (statements, receipts, last-4s where available, Choice account records).\\n Twice closed for lack of information, despite comprehensive documentation.\\n Branch review (XXXX XXXX found internal notes did not reflect my submissions; overseas dispute processing likely mishandled/misinterpreted the case; dispute was re-opened.\\n XXXX XXXX: closed again for lack of information; branch emails state KeyBank/Mastercard cannot rearrange payments and suggested I chase guests or the hotel for repayment.\\n I have repeatedly clarified this is unauthorized/duplicate billing and misapplication of my card, not a cancellation or voluntary prepayment, and that hotel folios/authorizations should be obtained from the merchant to confirm which cards were actually charged.'","date_sent_to_company":"2025-10-21T18:32:05.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"45212","tags":null,"has_narrative":true,"complaint_id":"16716044","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2025-10-21T18:21:23.000Z","state":"OH","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["\\n Room quality/safety <em>issues</em>: missing smoke detectors, lack of towels, AC problems, and cleanliness <em>issues</em>.\\n\\nKeyBank:\\n Opened the dispute XXXX XXXX XXXX and I supplied all evidence requested (statements, receipts, last-4s where available, Choice account records).\\n Twice closed for lack of information, despite comprehensive documentation."],"sub_issue":["Credit card company isn't <em>resolving</em> a dispute about a purchase on your statement"]},"sort":[6.7325306,"16716044"]},{"_index":"complaint-public-v1","_id":"6687897","_score":6.3618603,"_source":{"product":"Checking or savings account","complaint_what_happened":"I need help. Bank of America has unlawfully seized/stolen and is continuously attempting to steal {$3300.00} from my checking account with no legal justification or process, despite the objections and disagreements voiced by multiple of Bank of Americas managers at the local branch who disagreed with the banks decision to do this and who, to be fair, tried hard in my presence to get the Bank to reverse its wrong decision. I feel like I have no other option than to take this to the media and the regulatory authorities as this is negatively affecting me and I have no idea what to do at this point. The bank is using unfair, deceptive, and abusive behavior to harm me as a long-time customer which is just heartbreaking. \n\nOn XX/XX/XXXX I went to Bank of Americas branch in XXXX, GA to make a {$3300.00} cash deposit. I checked in for service with a Bank of America manager ( XXXX XXXX XXXX ). While there I notified the bank manager ( XXXX XXXX ) that I was making a {$3300.00} cash deposit and needed assistance. The manager ( XXXX XXXX ) came to the inside bank lobby ATM which was a few steps away from his lobby desk to assist and witnessed me during my {$3300.00} cash deposit. Additionally, the manager ( XXXX XXXX ) remained at the inside lobby ATM with me and asked me to log into my Bank of America App so that he could verify that the deposit updated correctly in my account. I did as he instructed me and logged into my BOA app after which both he and myself verified that the ATM had properly counted, accepted, and deposited my {$3300.00} cash deposit into my account. This was done before leaving the atm and is all on camera. Bank of America verified, credited, and fully posted my {$3300.00} cash deposit to my account and the Bank even shows this fact on my bank statement. \n\nAbout an entire month later, on XX/XX/XXXX, Bank of America wrongfully and illegally took {$3300.00} out of my account with no notice or explanation. I initially thought this was someone else committing fraud using my debit card so on XX/XX/XXXX I immediately called the banks fraud department to report fraud. BOAs fraud department representative ( XXXX ) misled me by stating that the {$3300.00} debit on my account appeared to be check fraud that someone was attempting on my account and stated I should call back in after it had posted so a claim could be opened. This was not check fraud by someone else. It ended up being Bank of America illegally taking monies out of my account without my permission. \n\nOn XX/XX/XXXX the bank edited the online description of the {$3300.00} they took out of my account on XX/XX/XXXX to state ATM Deposit on XX/XX/XXXX totaling XXXX had a shortage in currency. XXXX. Bank of America was not just claiming a shortage as the notes claimed because they took away my entire {$3300.00} cash deposit from a month earlier. On XX/XX/XXXX I called back into the fraud department and spoke to fraud representative XXXX from Alabama. I explained that Bank of Americas claim for taking my money out of my account was erroneous, that my cash deposit was a month earlier, that a bank manager witnessed and confirmed my {$3300.00} cash deposit while assisting me at the atm, that what the bank was doing was wrong, and that the bank could not just take my money. XXXX, the fraud representative, put me on hold to research the situation. After researching what had happened XXXX came back on the phone and specifically stated to me that he would adjust my account to put my money ( the {$3300.00} ) back into my account. I asked him again if he was putting my money back into my account and he specifically responded stating yes. Before hanging up, Bank of Americas fraud representative promised and reassured me again stating specifically your money will be back in your account tomorrow. The fraud representative ( XXXX ) also recommended that I go to the branch to let them know about my disappointment in what happened. The bank did not actually keep its promise to return my money as XXXX in the fraud department agreed they would do on XX/XX/XXXX. What they actually did was they opened a claim. \n\nOn XX/XX/XXXX, as advised, I went to the Bank of America Branch in XXXX, GA where I originally made the deposit at the inside lobby atm. Upon arrival I was assisted by XXXX XXXX XXXX ( a Bank of America District Manager ) and XXXX XXXX XXXX ( The Bank of America Manager who had personally witnessed and assisted me during my atm deposit on XX/XX/XXXX ). I explained to them that the bank had taken my entire {$3300.00} cash deposit claiming a shortage in currency despite my deposit being done in the presence of XXXX XXXX. Both managers were in shock and disbelief. Despite me already calling the fraud department earlier that day the Bank of America district manager XXXX. XXXX directed the Bank of America manager ( XXXX XXXX ) to provide further assistance to me to help get the error fixed. The manager ( XXXX XXXX ) corroborated the fact that he personally witnessed my deposit to the district manager XXXX XXXX, and also to multiple Bank of America departments including the fraud department and atm deposits department. XXXX XXXX spoke to at least 3-4 bank representatives in these departments, in my presence, and he repeatedly told them that they had made a mistake, that he had witnessed the deposit, and that my account should be re credited for the money the bank had taken out on XX/XX/XXXX. XXXX XXXX pleaded with the bank to fix the error. Within 1 day from the managers ( XXXX XXXX ) calls to the fraud, atm deposits and other BOA departments, the bank issued a temporary credit to my account for {$3300.00}. \n\nDisappointingly, on XX/XX/XXXX the bank again took {$3300.00} back out of my account, without me receiving any prior notice. To add insult to injury BOA went after my funds in outside accounts. I had recently made an ACH transfer out of my BOA account and into another institution. After the transaction had already posted to both my BOA account and my account at the other institution BOA went into my account at the other institution and took back the ACH transfer without my consent. This caused major inconveniences and embarrassment as all my available cash at the other institution was frozen due to BOAs action and I was also charged fees by that institution. I went back to Bank of Americas branch in XXXX, GA and spoke to the Bank of America Financial Center Manager ( XXXX XXXX XXXX ) and XXXX XXXX XXXX ( BOAs District Manager ). The district manager repeated the fact that that XXXX XXXX ( a BOA Manager ) had witnessed me making the deposit and that the bank had later taken the deposit out of my account. XXXX XXXX ( The Financial Center Manager ) was in disagreement with the banks action/decision to take my money and he believed the bank had made an error in doing so. With me in his office, XXXX XXXX ( The Financial Center Manager ) called the fraud department again to dispute the banks action. XXXX XXXX ( The Financial Center Manager ) spoke to a BOA fraud representative who stated that the money was taken out of my account on XX/XX/XXXX because the claim was closed and not found in my favor. The fraud representative stated that the notes she saw on the decision stated that the bank audited their atm on XX/XX/XXXX and found a currency shortage which was the reason they had taken money out of my account. This is erroneous. I was nowhere near the bank or its XXXX, GA atm on XX/XX/XXXX and I hadnt been there for an entire month so the bank has no legal justification to claim that a shortage in their ATM on XX/XX/XXXX has anything to do with me, my account, or my deposit of XX/XX/XXXX. XXXX XXXX ( The Financial Center Manager ) specifically told the fraud department that they at the branch had not seen any shortages. XXXX XXXX ( The Financial Center Manager ) told Bank of Americas fraud department that their claims were not correct and was not what had happened. He told the fraud department that I did make the {$3300.00} cash deposit on XX/XX/XXXX and that this was all witnessed by a bank manager ( XXXX XXXX XXXX ). The Financial Center Manager also confirmed to me that the Bank checks the ATM weekly and that the bank saw no shortages. The ATM was therefore checked at least 3-4 times after my deposit where no discrepancies relating to my deposit was found and the bank claimed no issue with my deposit after multiple checks. By XX/XX/XXXX, approximately a month after Bank XXXX XXXX XXXX witnessed my {$3300.00} cash deposit, hundreds of customers had likely used that atm and deposited or withdrew tens of thousands of dollars. It is egregious for the bank to claim that they found a shortage on XX/XX/XXXX and assert that I should be responsible for compensating them for it. This is no different than theft. The bank has cameras, there was managerial witness and assistance at the time of my deposit, multiple bank managers have already corroborated my deposit to Bank of Americas ATM Deposits and Fraud department verbally and in writing, 2 bank managers has told the fraud and atm deposits department that the money had incorrectly been taken out my account, there was the ATMs own verifications, and it was the Banks duty by law to ensure that my cash deposit was counted, verified, and made available to me within 2 days of my cash deposit. \n\nOn XX/XX/XXXX XXXX XXXX ( The Financial Center Manager ) again pleaded with the banks fraud department to re credit my account because I needed my money but the bank did not do so. The fraud representative did however say that based on the new additional statements now being made by XXXX XXXX ( The Financial Center Manager ) further supporting and corroborating my {$3300.00} cash deposit she would notate the claim to state that my XX/XX/XXXX deposit was witnessed by a bank employee. The fraud representative also stated that the case would be forced to be reopened and that she would have it escalated. The fraud representative also said that it would be helpful if both I and bank staff send additional written witness statements to the fraud department which we all did. XXXX XXXX ( The Financial Center Manager ) typed a statement and faxed it to the fraud department on XX/XX/XXXX within minutes of this request from the fraud department. I personally sent a written statement, and XXXX XXXX XXXX ( the BOA manager who personally witnessed and aided me at the time of my deposit ) also sent in a written statement to the fraud department on XX/XX/XXXX. The fraud department has confirmed to me that they are in possession of all the witness statements mentioned above.\n\nDespite all this evidence that I was wronged, and pleas from Bank managers, Bank of America is refusing to take timely and immediate action to return my money that it wrongfully took out of my account. My account is now in the negative and the bank is claiming that I owe them due to the negative balance. How could I owe Bank of America due to the negative balance when the negative balance is only there due to BOA illegally taking my {$3300.00} cash deposit out of my account without my consent? The bank is engaging in unethical, and unfair banking practices and I am asking that either the bank or the regulatory authorities step in to get this situation corrected. This type of behavior erodes consumer confidence and is something I would only expect to see in a third world country. Never would I have expected to see this with a large bank like Bank of America. I trusted Bank of America as a long-time customer and the bank has let me down and eroded my trust in it. 3 Bank of America managers have all corroborated the fact that I did deposit {$3300.00} in cash on XX/XX/XXXX. XXXX Bank managers have sent written letters/witness statements to the Banks fraud department confirming this. Managers at the XXXX, GA branch have pleaded with the bank and made multiple attempts to get the bank to reverse its wrongful decision including making verbal and written statements to the banks fraud and atm deposits department making it clear that the bank was wrong and I did make the deposit witnessed by bank managerial staff. I also sent a letter/witness statement to the fraud department as they requested. Despite this the bank is ignoring taking prompt action to replace my money and make me whole. When I call into the fraud department I simply get told by the representatives that they are in possession of the witness statements from Bank of Americas managers and myself, and they are submitting a new escalation to the case, however as of XX/XX/XXXX after two months of going through this unfair action by the bank, Bank of America has taken no action to replace my money. Bank of America has penalized me for its own wrongdoing. The banks own manager stated that they had never seen something like this done before. Others have said the same. I never imagined that the bank would ever do something like this. I hope the bank is not doing this to other customers. Please I just want my money back. I have lost several days of work going to the bank to seek help in getting this resolved to no avail, I have incurred numerous fees, and I am being financially affected negatively by the banks actions. This behavior by the bank is unfair, deceptive, and abusive to me as a customer, and its just plain wrong. Bank of America should not only be re crediting my account for the {$3300.00} it wrongfully took out my account but it should at least be offering me some kind of compensation for all the hurt caused, lost income, late payments, fees etc.","date_sent_to_company":"2023-03-13T06:03:32.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30236","tags":null,"has_narrative":true,"complaint_id":"6687897","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-03-13T05:08:37.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, as <em>advised</em>, I went to the Bank of America Branch in XXXX, GA where I originally made the deposit at the inside lobby atm. Upon arrival I was <em>assisted</em> by XXXX XXXX XXXX ( a Bank of America District Manager ) and XXXX XXXX XXXX ( The Bank of America Manager who had personally witnessed and <em>assisted</em> me during my atm deposit on XX/XX/XXXX )."]},"sort":[6.3618603,"6687897"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":9,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":9}]}},"product":{"doc_count":9,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":3}]}},{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1},{"key":"Store credit card","doc_count":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"FHA mortgage","doc_count":1}]}},{"key":"Student loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":1}]}}]}},"issue":{"doc_count":9,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a purchase shown on your statement","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":3}]}},{"key":"Managing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":2}]}},{"key":"Closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Funds not received from closed account","doc_count":1}]}},{"key":"Dealing with your lender or servicer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Received bad information about your loan","doc_count":1}]}},{"key":"Getting a credit card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card opened as result of identity theft or fraud","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":9,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":9}]}},"company_response":{"doc_count":9,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":6},{"key":"Closed with non-monetary relief","doc_count":2},{"key":"Closed with monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":9,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":9}]}},"company":{"doc_count":9,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AMERICAN EXPRESS COMPANY","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"Bread Financial Holdings, Inc.","doc_count":1},{"key":"JPMORGAN CHASE & CO.","doc_count":1},{"key":"KEYCORP","doc_count":1},{"key":"Nelnet, Inc.","doc_count":1},{"key":"U.S. BANCORP","doc_count":1},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":9,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"WI","doc_count":2},{"key":"CA","doc_count":1},{"key":"GA","doc_count":1},{"key":"NC","doc_count":1},{"key":"ND","doc_count":1},{"key":"OH","doc_count":1},{"key":"SC","doc_count":1},{"key":"TX","doc_count":1}]}},"company_public_response":{"doc_count":9,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":3},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":1}]}},"tags":{"doc_count":9,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American, Servicemember","doc_count":2},{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-15T12:00:00-05:00","last_indexed":"2026-07-15T12:00:00-05:00","total_record_count":16469162,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}