{"took":221,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":34,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4415507","_score":19.12441,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Fraudulent transactions were processed on my card in XXXX and BBVA still has not reversed them appropriately. I have now spent over 5 hours on attempting to resolve the issue and had 6 points of contact with BBVA personnel to no avail. This rollercoaster has included BBVA crediting and debiting my account numerous times, refunding the wrong amounts due to foreign currency exchange rates, sending me a letter that said they determined that some of the charges were authorized by me, sending me another letter stating that they determined all transactions to be fradulent but that they already refunded it ( false! ), not following up on promises to contact me, their online portal not allowing payment of my credit card balance, etc. Refer to a detailed description of the events transpiring since the transactions occured in the attached PDF. In addition to the PDF, refer to attached XXXX extract of the credit card transactions ( supplemented as necessary by screenprints throughout ).","date_sent_to_company":"2021-05-28T06:40:45.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"35211","tags":null,"has_narrative":true,"complaint_id":"4415507","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2021-05-28T06:27:43.000Z","state":"AL","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Refer to a <em>detailed</em> description of the <em>events</em> <em>transpiring</em> since the transactions occured in the attached PDF. In addition to the PDF, refer to attached XXXX extract of the credit card transactions ( supplemented as necessary by screenprints throughout )."]},"sort":[19.12441,"4415507"]},{"_index":"complaint-public-v1","_id":"7663618","_score":18.2071,"_source":{"product":"Credit card","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to provide a detailed account of the events that have transpired between myself and Navy Federal Credit Union, which have led to the submission of this complaint. \n\nOn XX/XX/2023, I entered into an agreement with Navy Federal Credit Union. As part of this agreement, I diligently fulfilled my contractual and fiduciary obligations, which included the discharge of debt and the transfer of the principal 's balance to the principal 's account. These actions were taken in accordance with the terms and conditions specified in our agreement. \n\nHowever, Navy Federal Credit Union has failed to honor the provisions and obligations outlined in our agreement, despite my full compliance. This breach of contract and failure to fulfill their obligations have resulted in significant financial and personal consequences for me. \n\nBased on my legal understanding and the events that have transpired, I believe that Navy Federal Credit Union is currently in violation of multiple federal laws, including but not limited to the Federal Reserve Act, Securities Act, Bills of Exchange Act, Equal Opportunity Act, Consumer Protection Act, and the Constitution. I contend that their non-compliance and disregard for our agreement may constitute actions such as extortion, securities fraud, trust fraud, interference with commerce, malpractice, breach of fiduciary duties, and breach of contract. \n\nIn addition to addressing these violations and seeking resolution for the breach of contract, I have demanded that Navy Federal Credit Union provide me with a XXXX credit card with a credit limit of {$50000.00}, as originally requested. I believe that such a credit limit aligns with my financial needs and objectives. \n\nFurthermore, Navy Federal Credit Union has ignored my Notice of Suretyship, issued on XX/XX/2023, and my Durable Power of Attorney, dated XX/XX/2023, both of which were submitted in accordance with the terms of our agreement. This failure to acknowledge these legal documents further exacerbates the situation and highlights their disregard for their fiduciary responsibilities. \n\nEnclosed with this complaint are relevant documents, including our original agreement, correspondence, records of transactions, the Notice of Suretyship, and the Durable Power of Attorney, which serve as evidence of the events described. \n\nI kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly and take appropriate action to address these alleged violations. It is essential for Navy Federal Credit Union to be held accountable for their actions and to ensure compliance with federal laws designed to protect consumers like myself.","date_sent_to_company":"2023-10-08T20:30:23.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"44306","tags":"Servicemember","has_narrative":true,"complaint_id":"7663618","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2023-10-08T19:49:44.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["Dear Consumer Financial Protection Bureau, I am writing to provide a <em>detailed</em> <em>account</em> of the <em>events</em> that <em>have</em> <em>transpired</em> between myself and Navy Federal Credit Union, which <em>have</em> led to the submission of this complaint. \n\nOn XX/XX/2023, I entered into an agreement with Navy Federal Credit Union. As part of this agreement, I diligently fulfilled my contractual and fiduciary obligations, which included the discharge of debt and the transfer of the principal 's balance to the principal 's <em>account</em>."]},"sort":[18.2071,"7663618"]},{"_index":"complaint-public-v1","_id":"15255878","_score":17.370123,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, This statement is to document the severe case of identity theft I have experienced, which has led to unauthorized fraudulent activity on my Bank of America account. The purpose of this report is to provide a precise timeline and description of the events that have transpired. \nOn or about XX/XX/year>, I discovered a series of unauthorized transactions on my Bank of America account. These transactions were not initiated by me and are a direct result of my personal information being compromised. Upon this discovery, I promptly notified the bank and filed the necessary reports. \nDespite my immediate actions, my account was subsequently flagged for \" suspected fraud activity. '' This classification is inaccurate and unjust. I am a victim of this malicious act and have been wrongfully impacted by the actions of an unknown third party. This situation has caused significant disruption to my financial life and has unfairly cast doubt on my integrity. \nI am providing this detailed account to affirm my status as the victim of this crime. The fraudulent charges on my account are in no way a reflection of my actions. I am requesting a thorough investigation into this matter to rectify my account status and to assist in the broader investigation of the identity theft. \nI am ready and willing to provide any further documentation required to substantiate my claim and will cooperate fully with all investigative efforts.","date_sent_to_company":"2025-08-13T22:33:52.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"06705","tags":null,"has_narrative":true,"complaint_id":"15255878","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-08-13T21:24:46.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["To Whom It May Concern, This statement is to document the severe case of identity theft I <em>have</em> experienced, which has led to unauthorized fraudulent activity on my Bank of America <em>account</em>. The purpose of this report is to provide a precise timeline and description of the <em>events</em> that <em>have</em> <em>transpired</em>. \nOn or about XX/XX/year>, I discovered a series of unauthorized transactions on my Bank of America <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Opening an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Unable to open an <em>account</em>"]},"sort":[17.370123,"15255878"]},{"_index":"complaint-public-v1","_id":"9373073","_score":12.925689,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to formally lodge a complaint regarding the handling of my Citibank credit card account, which was closed in XX/XX/year>. The sequence of events that transpired has led to a significant negative impact on my credit score and overall financial well-being, and I believe this situation reflects a failure on Citibanks part to provide adequate service and communication. \n\nIn XX/XX/year>, I received a notification via mail from Citibank stating that my credit card account had been closed. Subsequently, my access to view the credit card information through online banking was removed, leaving me with only a message indicating that the credit card was closed. Despite this, Citibank failed to send me any statements or remaining balance reminders since XXXX, leaving me unaware of any outstanding amounts that needed to be settled. \n\nAs a result of this lack of communication, I was shocked to find that my XXXX credit score decreased by XXXX points XXXX months later. Upon reviewing my credit report, I discovered that Citibank had reported my credit card account as delinquent. This was done without any notice to me, the cardholder, for a period of XXXX months. The credit report also indicates that the account was closed in XX/XX/year>, further compounding the confusion and frustration. \n\nI am deeply concerned by Citibank 's handling of this situation. The lack of notification regarding the remaining balance and the subsequent reporting of the account as delinquent have caused considerable damage to my credit score. This incident has not only harmed my financial standing but also undermined my trust in Citibank 's ability to manage customer accounts responsibly. \n\nI request the following actions to rectify this situation : 1.Immediate correction of the erroneous delinquency report on my credit report.\n\n2.Written confirmation of the steps taken to amend my credit report.\n\n3.A detailed explanation as to why the account was reported as delinquent without proper notice. \n4.Assurance that all future communications regarding account closures and balances will be handled with due diligence to prevent similar issues. \n\nI trust that Citibank will take swift and appropriate action to resolve this matter. I expect a response to this complaint within 14 days from the date of this letter. Failure to address this issue satisfactorily may compel me to escalate the matter to the relevant financial regulatory authorities. \n\nThank you for your prompt attention to this serious matter.","date_sent_to_company":"2024-06-28T04:09:13.000Z","issue":"Incorrect information on your report","sub_product":"General-purpose credit card or charge card","zip_code":"92620","tags":null,"has_narrative":true,"complaint_id":"9373073","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-06-28T04:02:09.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I am writing to formally lodge a complaint regarding the handling of my Citibank credit card <em>account</em>, which was closed in XX/XX/year>. The sequence of <em>events</em> that <em>transpired</em> has led to a significant negative impact on my credit score and overall financial well-being, and I believe this situation reflects a failure on Citibanks part to provide adequate service and communication."],"sub_issue":["<em>Account</em> status incorrect"]},"sort":[12.925689,"9373073"]},{"_index":"complaint-public-v1","_id":"3443426","_score":12.24982,"_source":{"product":"Mortgage","complaint_what_happened":"Freedom Mortgage accepted and then later rejected the full payment of our mortgage made on XX/XX/2019 in the amount of {$290000.00}. This payment is in excess of the Payoff Statement balance in the amount of {$290000.00} provided to us in writing on XX/XX/2019 from Freedom Mortgage. That payoff statement, which was given to all parties including the title company representing the sale of the property, reflects the total amount due under the terms of the note/security instrument through the closing date of XX/XX/2019. It was confirmed that Freedom Mortgage accepted the wire in the amount of {$290000.00} via XXXX XXXX. \n\nOn XX/XX/2019, Freedom Mortgage notified us in writing that our Loan, had been paid in full and the account closed. We received a notarized Release of Lien dated XX/XX/2019, signed and witnessed by Freedom Mortgage Vice President, XXXX XXXX. The mortgage release documents were processed and mailed to the County Clerk, effectively transferring the property to new owners. On XX/XX/2019, we received a refund check from Freedom Mortgage for funds due to us from the recent payoff of this loan. The unknown events that transpired from XX/XX/2019 to present day are indicative of a major error in accounting on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense account and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property. Freedom Mortgage is also inaccurately reporting me to all three credit bureaus for late payment delinquencies in reference to this loan. In an effort to research and resolve this issue, I have made several phone calls, spoke to numerous customer service representatives, and spent countless hours on the phone to no avail. As of XX/XX/2019, all attempts made to Freedom Mortgage requesting comprehensible information have been denied and unanswered. No one in this company is allowed to provide me with their last name or a call back number which renders all attempts to rectify pointless and any notion of progress 100 % impossible. \n\nI would like Freedom Mortgage to correct their records and classify my loan as satisfied and paid in full, effective XX/XX/2019. Do not reopen this loan without my consent. Please stop the continued misreporting of our account to credit bureaus as this is causing significant damage to our credit worthiness. I am also formally requesting that Freedom Mortgage reverses the wrongful credit reporting made to XXXX, XXXX, and XXXX in reference to this loan. If any oversights were made by Freedom Mortgages accounting department on this loan, I am requesting to be notified in a fair and reasonable manner in writing with supporting detailed documentation.","date_sent_to_company":"2019-11-19T20:35:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"77009","tags":null,"has_narrative":true,"complaint_id":"3443426","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2019-11-19T20:11:48.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The unknown <em>events</em> that <em>transpired</em> from XX/XX/2019 to present day are indicative of a major error in <em>accounting</em> on the loan. As of today, Freedom Mortgage is no longer properly crediting the payoff they received on XX/XX/2019 to the principal balance of the closed loan. Without explanation, Freedom Mortgage is now holding all wired funds received in a suspense <em>account</em> and erroneously attempting to collect additional mortgage payments, interest, and fees from me on the sold property."]},"sort":[12.24982,"3443426"]},{"_index":"complaint-public-v1","_id":"7761668","_score":12.091311,"_source":{"product":"Debt collection","complaint_what_happened":"I am writing to formally file a complaint against NCB Collections regarding a deeply concerning and distressing matter related to a debt that is fraudulent. I have taken every necessary step to resolve this issue with NCB Collections directly but have faced considerable difficulties in achieving a resolution. I am now turning to your esteemed organization for assistance in addressing this matter promptly. The nature of my complaint revolves around a debt that NCB Collections has been attempting to collect from me. However, this debt is illegitimate and constitutes a case of fraud. I would like to provide a detailed account of the events that have transpired in this regard. Unauthorized Transfer to XXXX XXXX XXXX : To my great surprise and dismay, NCB Collections transferred my debt to XXXX XXXX XXXX without notifying me. This sudden transfer caused confusion and disrupted the process of addressing the issue. Communication with Radius Global Solutions : Following the transfer, I attempted to communicate with XXXX XXXX XXXX in an effort to resolve the matter. However, after extensive communication with XXXX XXXX XXXX I was inexplicably sent back to NCB Collections. This back-and-forth exchange only added to the confusion and frustration. Documentation of Fraudulent Activity : I have taken proactive steps to demonstrate the fraudulent nature of this debt. I filed an affidavit and provided a police report that clearly indicates the fraudulent activity associated with the debt. The car company in question has also been subjected to federal action due to their unethical practices of putting vehicles in individuals ' names without their consent or knowledge. The documents I submitted substantiate these claims, including a signature that is not mine and a lack of my identification on file. Submission of Required Documentation : I have diligently complied with NCB Collections ' requests for documentation, including the affidavit and police report, in an effort to prove the illegitimacy of this debt. However, NCB Collections has failed to take appropriate action and continues to pursue me for a debt that I am not responsible for. I am deeply troubled by NCB Collections ' relentless attempts to coerce me into paying for a debt that is undeniably fraudulent. I have cooperated fully by providing all necessary documentation to substantiate my claims, and it is disheartening that NCB Collections has not acted in accordance with the law and ethical standards. In light of the above circumstances, I kindly request that the Consumer Financial Protection Bureau thoroughly investigate this matter and take appropriate action against NCB Collections. It is imperative that this fraudulent debt is promptly removed from my credit profile, as it is adversely affecting my financial standing and causing undue stress and hardship. I would like to thank you in advance for your attention to this matter. Your intervention and assistance in resolving this issue will be greatly appreciated. I am open to providing any additional information or documentation that may be required to expedite the resolution process","date_sent_to_company":"2023-10-30T15:09:57.000Z","issue":"Attempts to collect debt not owed","sub_product":"Auto debt","zip_code":"60628","tags":null,"has_narrative":true,"complaint_id":"7761668","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NCB Management Services Inc.","date_received":"2023-10-26T13:04:48.000Z","state":"IL","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["I would like to provide a <em>detailed</em> <em>account</em> of the <em>events</em> that <em>have</em> <em>transpired</em> in this regard. Unauthorized Transfer to XXXX XXXX XXXX : To my great surprise and dismay, NCB Collections transferred my debt to XXXX XXXX XXXX without notifying me. This sudden transfer caused confusion and disrupted the process of addressing the issue. Communication with Radius Global Solutions : Following the transfer, I attempted to communicate with XXXX XXXX XXXX in an effort to resolve the matter."]},"sort":[12.091311,"7761668"]},{"_index":"complaint-public-v1","_id":"6343598","_score":11.987848,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I was the victim of a phishing attack that led to approximately {$3000.00} being stolen from my credit and savings accounts at USAA. I have provided a detailed summary below of the events that transpired on XX/XX/2022, and the steps that I have taken since that time to ask USAA to investigate the fraudulent activity, restore my credit, and ensure I am not charged or liable for any of the fraudulent activity. \nDetailed Summary : On XXXX XXXX, 2022, at approximately XXXX XXXX, I received a telephone call from a registered USAA number while driving on the XXXX highway from XXXX to XXXX in Arizona. The speaker informed me that USAA had flagged charges on my account. The speaker proceeded to list out a series of charges and stated that an unknown person had accessed and withdrawn money from an in-person branch of USAA in XXXX XXXX XXXX Texas. \nThe speaker then asked me to read out a code that was sent to my phone via text. I briefly checked my text messages to provide the requested code and checked my app to see if there were any discrepancies. Shortly after that, I asked if the speaker could call me back after I got home to ensure the subject matter at issue had my full focus and attention. \nOnce I arrived home, I checked the USAA app again and waited for USAA to call me back. After waiting for USAA to call me back and having not received a call, I called USAA at approximately XXXX pm. I reported the information that had been provided to me. Specifically, I explained that USAA had contacted me to report fraudulent charges on my account, including ( 1 ) a deposit from a bad check for {$16000.00} into my checking account, ( 2 ) a {$2500.00} cash advance from my credit card deposited into my savings account, ( XXXX ) a {$390.00} dollar cashier 's check from my savings account going to an unrecognized address, and ( XXXX ) a {$2500.00} cashier 's check from my savings account going to an unrecognized address. \nUpon reporting this activity, I learned that a fraudulent individual had contacted me, not USAA. USAA filed the information that I reported as general fraud and began to investigate what happened. Next, I contacted USAA account takeover and was temporarily locked out of my account while USAA conducted its investigation. After contacting USAA account takeover, I contacted the checking and savings department and requested they cancel the checks that were sent. That department informed me that, \" We are unable to cancel cashier 's checks after they have been sent, the fraud and security department should refund the lost funds. I also contacted the credit department and informed them that I did not deposit that large amount into my credit account and did not authorize a cash advance. \nOver the weeks that followed, USAAs analysis of what transpired on XXXX XXXX, 2022 vacillated between finding no evidence of fraud to claiming that I sabotaged my own bank account to determining that I fell victim to a phishing attack. \nI continued to follow up with USAA about the status of the Companys investigation and consistently affirmed that I was the victim of a phishing scam. USAA documented the cash advance on my credit card as fraud and the cash advance was refunded, but I have never been reimbursed for my lost savings. \nWhile I believed USAA had properly documented all reported account activity on XXXX XXXX, 2022 as fraud, on XXXX XXXX, 2022, I noticed that my savings account was negative {$2500.00}. Upon noticing that negative amount, I contacted USAA. A USAA representative informed me that the cashiers check that had been fraudulently sent on XXXX XXXX had been cashed and the funds were removed from my savings account. I then asked USAA to reopen the investigation as the cashers check was fraudulently sent which I had informed USAA of at the time it was sent on XXXX XXXX, 2022, when I asked USAA to stop payment of that check, but it did not. The fraudulent cashers check was also directly linked to the fraudulent cash advance from my credit card that occurred on XXXX XXXX, 2022, which USAA had determined was fraud. \nUSAA opened and closed its investigation into the cashiers check within 3 days and informed me it believed that I was the one who requested the funds. USAA reached that conclusion even though I asked the Company to stop payment on the cashiers check on XXXX XXXX, which USAA did not do. \nAfter a lengthy conversation with USAA members resolution on XXXX XXXX, 2022, I was informed that I had 21 days to pay off the balance or my account would be terminated. I responded that the amount in question was directly linked to the transfer of fraudulent charges on my credit card. Nevertheless, USAA informed me that I was responsible for the charges. \nOn XXXX XXXX, 2022, I met with a legal assistance attorney and we contacted USAA together. After more than fifty minutes on hold, we received instructions about how to further dispute the negative {$2500.00} in my savings account.","date_sent_to_company":"2022-12-20T13:46:36.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Savings account","zip_code":"85006","tags":"Servicemember","has_narrative":true,"complaint_id":"6343598","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2022-12-20T13:40:14.000Z","state":"AZ","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On XX/XX/2022, I was the victim of a phishing attack that led to approximately {$3000.00} being stolen from my credit and savings <em>accounts</em> at USAA. I <em>have</em> provided a <em>detailed</em> summary below of the <em>events</em> that <em>transpired</em> on XX/XX/2022, and the steps that I <em>have</em> taken since that time to ask USAA to investigate the fraudulent activity, restore my credit, and ensure I am not charged or liable for any of the fraudulent activity."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Savings <em>account</em>"]},"sort":[11.987848,"6343598"]},{"_index":"complaint-public-v1","_id":"2216731","_score":11.564308,"_source":{"product":"Mortgage","complaint_what_happened":"The following is a copy of complaint sent directly to Bank of The West, on XXXX XXXX, through their online customer service message system. Receipt was acknowledged the same day, with a promise of a response by mail after completing a review. We 're still waiting on a response. \n-- - Object : reimbursement of home appraisal fee. \nTo whom it may concern, We kindly request a refund of the upfront appraisal fee collected by Bank of the West ( BotW ) to process a refinance mortgage application. We claim that the failure to complete the transaction is due to errors committed by BotW. We therefore, request a refund in the amount of {$500.00}. \n\nThe character limit here does not allow for more than a brief summary. Should you require additional information, please provide an address, and we 'll be happy to furnish a more detailed account of events. \n\nThe essence of the matter is that the initial disclosures and loan estimate, received XXXX XXXX, indicated a {$500.00} prepaid appraisal fee. Five weeks into the process we receive a request for an additional {$330.00}, to obtain HOA documentation. Mortgage agent, XXXX XXXX, and the Processor, XXXX XXXX, both write that these fees could not be anticipated prior to completion of the Appraisal. However, the appraisal had not identified any adverse conditions, and we had fully disclosed the nature and location of the property, which are, of course, also a matter of public record. BotW is solely responsible for overlooking these cost. \n\nXXXX XXXX, we declined to make the additional payment, but provided some of the required documents. As part of the email exchanges the Processor requested to \" recall '' the original message requesting prepayment, and we assumed BotW now had sufficient information to proceed. On XXXX XXXX, we receive an updated loan estimate, with change of circumstance adding a {$450.00} rate lock extension fee. \n\nFurthermore, the request for {$330.00} was not reflective of reasonable costs. The association 's standard HOA questionnaire fee is {$170.00}, and rush processing ( {$270.00} ) only seemed \" necessary '' due to BotW 's late request for this information. Other documents could be obtained free of charge. Other amounts, that unlike the additional appraisal costs had been included the loan estimates, were also very high. However, we had chosen to trust XXXX, when he told us that the actual cost would be much lower. \n\nThe insincere insistence that the additional cost could not be anticipated, caused us to loose confidence, and on XXXX XXXX we contacted a different lender, as a backup plan. We were able to close with this lender in under 3 weeks. This with an appraisal cost of {$340.00}, none of the HOA related fees, or the much exaggerated title cost estimated by BotW. One have to question the wisdom, and ethics, of quoting, and we suspect charging, exaggerated fees, while informally quoting much lower \" typical cost ''. \n\nIronically, we were aware that the conditions offered by BotW were below market. However, we had hoped to consolidate a number of financial accounts, and we were willing to pay the premium mortgage rate to accomplish this goal. Now, rather than expanding, we 're forced to consider terminating our relationship with Bank of the West. \n\nWe prefer to believe that this turn of events was due to an initial mistake, combined with inflexible processes. We hope your response to this request will affirm this belief. We certainly hope that what transpired is not the result of a deliberate, unlawful and unethical practice designed to lock-in customers to sub-market loan conditions. \n\nIn hope of a response to this request for reimbursement of the {$500.00} appraisal fee by XXXX XXXX, 2016.","date_sent_to_company":"2016-11-20T22:46:11.000Z","issue":"Application, originator, mortgage broker","sub_product":"Conventional fixed mortgage","zip_code":"95035","tags":null,"has_narrative":true,"complaint_id":"2216731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF THE WEST","date_received":"2016-11-20T22:46:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Should you require additional information, please provide an address, and we 'll be happy to furnish a more <em>detailed</em> <em>account</em> of <em>events</em>. \n\nThe essence of the matter is that the initial disclosures and loan estimate, received XXXX XXXX, indicated a {$500.00} prepaid appraisal fee. Five weeks into the process we receive a request for an additional {$330.00}, to obtain HOA documentation."]},"sort":[11.564308,"2216731"]},{"_index":"complaint-public-v1","_id":"8300472","_score":11.423036,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing this complaint with great disappointment and frustration regarding the recent events that have transpired with my Citizens Bank checking account. I believe it is imperative for you to address the severe misinformation and incompetence exhibited by your staff, which has led to significant XXXX XXXX for me. \n\nOn Tuesday, XXXX XXXX XXXX XXXX XXXX XXXX, I contacted the Citizens Bank XXXX and spoke with a representative named XXXX. I sought guidance on the clearance time for a business check amounting to {$7200.00}. XXXX assured me that if I deposited the check early that day, the funds would be available by the following day. He even went as far as suggesting that if any issues arose and the funds not available the next business day, I should contact the banks XXXX phone number again for assistance. \n\nFollowing XXXX 's advice, I visited the Citizens Bank branch in XXXX, NY, in XXXX XXXX, around XXXX XXXX, where I confirmed the information with the bank teller named XXXX. He reiterated that the funds should be available the next day or, in the worst case, a partial amount would be accessible. \n\nTo my shock and dismay, on Wednesday, XXXX XXXX XXXX, I discovered that only {$250.00} of the {$7200.00} check had been made available in my account. Upon contacting Citizens Bank at XXXX XXXX I was told by a representative that the remaining funds would be deposited the following morning. However, later that day, my account unexpectedly reflected a balance of - {$12.00}, and my debit card was declined when I tried to make a coffee purchase. \n\nSubsequent to contacting Citizens Bank once again, Supervisor XXXX from the XXXX Department callously informed me that the check would not clear until XX/XX/XXXX, and the {$250.00} deposit made that day by the bank had been withdrawn without notice. This sudden and drastic change in information, coupled with the lack of care, apology, or remorse on behalf of your representative, has left me in financial turmoil. \n\nI was compelled to borrow money from my daughter and am currently seeking financial assistance from my mother to cover immediate expenses. It is disheartening that Citizens Bank, a financial institution trusted by many, would allow its representatives to provide misleading information that has resulted in such a dire situation for a customer. \n\nI insist that Citizens Bank rectify this situation promptly by : XXXX. Ensuring the immediate deposit of the remaining funds from the business check into my account. \n\nXXXX. Providing a detailed explanation and investigation into the misinformation provided by your representatives. \n\nXXXX. Offering a sincere apology for the distress and inconvenience caused by this incident. \n\nI urge you to take immediate action to address these issues and prevent such occurrences in the future. Your prompt attention to this matter is crucial in restoring my faith in Citizens Bank as a reliable and customer-oriented financial institution. \n\nI expect a swift resolution to this matter and appreciate your understanding and cooperation.","date_sent_to_company":"2024-02-07T21:23:56.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"145XX","tags":null,"has_narrative":true,"complaint_id":"8300472","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2024-02-07T21:16:13.000Z","state":"NY","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I am writing this complaint with great disappointment and frustration regarding the recent <em>events</em> that <em>have</em> <em>transpired</em> with my Citizens Bank checking <em>account</em>. I believe it is imperative for you to address the severe misinformation and incompetence exhibited by your staff, which has led to significant XXXX XXXX for me. \n\nOn Tuesday, XXXX XXXX XXXX XXXX XXXX XXXX, I contacted the Citizens Bank XXXX and spoke with a representative named XXXX."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.423036,"8300472"]},{"_index":"complaint-public-v1","_id":"7957715","_score":11.234643,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2023 Dear XXXX XXXX XXXX XXXX I hope this letter finds you well. I am writing to bring to your attention a serious matter of utmost concern regarding the unauthorized withdrawal of {$1000.00} from my secured credit card account with Wells Fargo, as well as the alleged falsification of checks by your institution and affidavit. As the CEO of Wells Fargo, I believe you should be aware of the gravity of this situation and the impact it has had on my financial well-being. Allow me to provide a detailed account of the events that have transpired. In XXXX, I discovered that a substantial sum of {$1000.00} had been withdrawn from my secured credit card account in XXXX without my authorization. Despite several attempts to seek clarification from your management, I have been met with evasive responses and a lack of resolution. \n\nTo exacerbate the situation, I have reason to believe that Wells Fargo engaged in the falsification of checks. First, I was told that a check had been issued and sent to me as a refund for an unrelated matter. However, no such check was ever received. Subsequently, I was informed that a second check had been issued and sent, but this too failed to reach me. The evidence I have obtained strongly suggests that both checks were falsified, which raises serious concerns about the integrity of Wells Fargo 's actions. Then an affidavit is being sent after the management team explored the matter which never arrived, to contact Wells Fargo with another falsified lie. Currently, waiting XXXX more days for another branch to gather a falsified document or report nonsense. \n\nIt has been over a month since I initially reported this matter, and I am deeply distressed by the lack of progress and accountability demonstrated throughout this process. The apparent disregard for customer rights and the mishandling of my complaint have caused significant emotional turmoil and financial distress. With XXXX prescriptions, being XXXX, and having XXXX XXXX  and XXXX serious health conditions, Long Haul COVID-19, I have missed appointments as unable to pay, late on all bills, loss, or apartment all due to Wells Fargo committing a crime by refusing to provide my finances. \n\nAs the CEO of Wells Fargo, I implore you to personally intervene in this matter and ensure that an immediate and thorough investigation is conducted into the unauthorized withdrawal and the alleged falsification of checks. I demand a prompt resolution, which should include a full refund of the unauthorized withdrawal, appropriate compensation for the distress caused, insufficient funds on my accounts, and a transparent explanation of the actions taken to prevent such incidents from recurring in the future. I want to emphasize that I have sought legal advice from reputable professionals regarding this matter. Should a resolution not be reached promptly and to my satisfaction, I am prepared to take further steps, including involving regulatory authorities and pursuing legal action, in order to protect my rights and seek appropriate compensation. \n\nI kindly request your personal attention to this matter, as it reflects the integrity and accountability of Wells Fargo as an institution. I expect a written response within XXXX days addressing the seriousness of this issue and outlining the steps to investigate and rectify the situation. Please direct any correspondence related to this matter to the contact information provided above. Thank you for your immediate attention to this urgent matter. I trust in your commitment to ensuring that Wells Fargo upholds its responsibilities and values its customers.","date_sent_to_company":"2023-12-07T04:34:40.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"75254","tags":null,"has_narrative":true,"complaint_id":"7957715","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-12-07T04:19:05.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am writing to bring to your attention a serious matter of utmost concern regarding the unauthorized withdrawal of {$1000.00} from my secured credit card <em>account</em> with Wells Fargo, as well as the alleged falsification of checks by your institution and affidavit. As the CEO of Wells Fargo, I believe you should be aware of the gravity of this situation and the impact it has had on my financial well-being. Allow me to provide a <em>detailed</em> <em>account</em> of the <em>events</em> that <em>have</em> <em>transpired</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.234643,"7957715"]},{"_index":"complaint-public-v1","_id":"3968392","_score":10.995564,"_source":{"product":"Mortgage","complaint_what_happened":"PLEASE, PLEASE READ CAREFULLY AND HELP US RE : Mortgage Title Company and Bank Error Causing Personal Devastation and Could Result in the Loss of Our Home. \n\nParties involved in complaint : 1 ) Chicago Title/Fidelity Insurance Company, A Fidelity National Financial Company ; ( Chicago Title/Fidelity ), successor to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n2 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n3 ) XXXX XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX. \n4 ) XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, successor to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n5 ) XXXX XXXX XXXX, d/b/a XXXX XXXX XXXX XXXX XXXX, successor to Mortgage Electronic Registration Systems ( MERS ), successor to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, successor to XXXX XXXX XXXX XXXX XXXX, successor to XXXX XXXX  XXXX XXXX XXXX An Arizona Corporation XXXX XXXX XXXX. \n6 ) Security Title Agency, A Fidelity National Financial Company ( Security Title/Fidelity ), successor to Security Title Agency , Inc. ( Security Title ). \n\nParties involved, but no longer in business : 1 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n2 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n3 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n4 ) XXXX XXXX XXXX XXXX XXXX. \n\nThis issue is regarding our lengthy and unsuccessful efforts for correction of a major error in title that occurred at the closing of a refinance of our home in XXXX by Security Title and the bank at that time, XXXX. They failed in their duty to cause our new mortgage Deed of Trust to be filed in the Arizona XXXX County Recorders Office in valid 1st position, free from liens, encumbrances, easements, encroachments and other title matters as required by the Specific Closing Instructions of Chambers. They neglected to obtain the proper documents required and the previous loan was never released or closed. These failures created a chain of events that have resulted in catastrophic financial damage for us and could result in the loss of our home. \n\nSecurity Title, in all documents ( see attached ) certified, and guaranteed they had obtained the Deed of Release and Reconveyance releasing the XXXX Deed of Trust and closed the account as requested in all closing instructions. In reality, these commitments were not fulfilled, leaving the old XXXX Personal Equity Manager Home Equity Line of Credit Agreement open and in 1st position. Over the years of the banking chaos and closures, that XXXX loan account resurfaced and has blocked our efforts of refinancing that would allow us to save significantly with lower interest rates. \n\nThis error in title is causing devastating loss for us. We have fought this battle for years, since it was discovered in XXXX with our first failed refinance attempt since the XXXX Chambers refinance, but to no avail. Please refer to the attached supporting documentation and chronological list of events for a detailed description of what transpired. Please, review every detail carefully. We need your help. \n\nWe have contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with Chicago Title/Fidelity ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower. Our mortgage company, XXXX, filed a title insurance claim with Chicago Title/Fidelity ; they did recognize the title chain error but deny the title insurance claim unless we default on our loan, even though the policy insures the XXXX  loans Deed of Trust to be a valid 1sts position lien, which it is not according to Arizona date of filing law. We filed a claim with the Arizona Department of Financial Institutions. They said we have a very good case for a civil lawsuit. We consulted four different attorneys and hired XXXX XXXX XXXX, Esq. of XXXX XXXX XXXX to represent us in negotiation efforts. Mr. XXXX fought for us and our case for two years, but with no success. \n\nWe are a very hard-working middle-class couple quickly approaching our retirement years ; ages now XXXX and XXXX. Our hands are tied and our future uncertain because of the error made in title by the experts at our XXXX refinance that was closed through Security Title. Through no fault of our own, we are now unable to refinance our home for a substantially lower interest rate which would have allowed us the funds needed to pay down the loans. Those windows of opportunity have now closed. XXXX XXXX error has placed our mortgage in jeopardy, and no one will touch our loan because of the unclear title. \n\nWe have ALL documentation proving XXXX XXXX and WAMUs mistakes. We have all closing documents of the XXXX XXXX refinance. We have copies of correspondence, emails, phone conversations, claims, and their responses. We can, and will, provide anything needed to help resolve this issue. \n\nWe realize this is lengthy, containing many documents and a great deal of information. But we implore you to please read every word in order to fully understand the chain of events that led to this calamity. It is vitally important in our efforts to save our home. \n\nWe have attached a chronological list of events, with descriptions of each event, along with supporting documents. There are 4 separate files attached totaling 69 pages. \n\n\nWe greatly appreciate your assistance.","date_sent_to_company":"2020-11-21T22:22:07.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85209","tags":"Older American","has_narrative":true,"complaint_id":"3968392","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fidelity National Financial, Inc","date_received":"2020-11-21T22:13:59.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please refer to the attached supporting documentation and chronological list of <em>events</em> for a <em>detailed</em> description of what <em>transpired</em>. Please, review every detail carefully. We need your help. \n\nWe <em>have</em> contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with Chicago Title/Fidelity ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower."]},"sort":[10.995564,"3968392"]},{"_index":"complaint-public-v1","_id":"3967911","_score":10.992434,"_source":{"product":"Mortgage","complaint_what_happened":"PLEASE, PLEASE READ CAREFULLY AND HELP US RE : Mortgage Title Company and Bank Error Causing Personal Devastation and Could Result in the Loss of Our Home. \n\nParties involved in complaint : 1 ) XXXX XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ; ( XXXX XXXX ), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n2 ) XXXX XXXX XXXX XXXX  XXXX ( XXXX XXXX ). \n3 ) XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n4 ) XXXX XXXX XXXX XXXX, XXXX. ( XXXX ), successor to XXXX XXXX XXXX, XXXX ( XXXX ). \n5 ) Nationstar Mortgage LLC, d/b/a Mr. Cooper ( Nationstar ), successor to Mortgage Electronic Registration Systems ( MERS ), successor to XXXX XXXX XXXX XXXX ( XXXX ), successor to XXXX XXXX ( XXXX ), successor to XXXX XXXX XXXX XXXX XXXX. An Arizona XXXX ( XXXX ). \n6 ) XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ( XXXX XXXX ), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n\nParties involved, but no longer in business : 1 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n2 ) XXXX XXXX XXXX, XXXX  ( XXXX ). \n3 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n4 ) XXXX XXXX ( XXXX ). \n\nThis issue is regarding our lengthy and unsuccessful efforts for correction of a major error in title that occurred at the closing of a refinance of our home in XXXX by XXXX XXXX and the bank at that time, XXXX. They failed in their duty to cause our new mortgage Deed of Trust to be filed in the Arizona XXXX County Recorders Office in valid 1st position, free from liens, encumbrances, easements, encroachments and other title matters as required by the Specific Closing Instructions of Chambers. They neglected to obtain the proper documents required and the previous loan was never released or closed. These failures created a chain of events that have resulted in catastrophic financial damage for us and could result in the loss of our home. \n\nXXXX XXXX, in all documents ( see attached ) certified, and guaranteed they had obtained the Deed of Release and Reconveyance releasing the XXXX Deed of Trust and closed the account as requested in all closing instructions. In reality, these commitments were not fulfilled, leaving the old XXXX XXXX Equity Manager Home Equity Line of Credit Agreement open and in 1st position. Over the years of the banking chaos and closures, that XXXX loan account resurfaced and has blocked our efforts of refinancing that would allow us to save significantly with lower interest rates. \n\nThis error in title is causing devastating loss for us. We have fought this battle for years, since it was discovered in XXXX with our first failed refinance attempt since the XXXX XXXX refinance, but to no avail. Please refer to the attached supporting documentation and chronological list of events for a detailed description of what transpired. Please, review every detail carefully. We need your help. \n\nWe have contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with XXXX XXXX ; they are unwilling to assist us stating the XXXX XXXX we purchased only protects the lender, not the borrower. Our mortgage company, Nationstar, filed a title insurance claim with XXXX XXXX ; they did recognize the title chain error but deny the title insurance claim unless we default on our loan, even though the policy insures the Nationstar loans Deed of Trust to be a valid 1sts position lien, which it is not according to Arizona date of filing law. We filed a claim with the Arizona Department of Financial Institutions. They said we have a very good case for a civil lawsuit. We consulted four different attorneys and hired XXXX XXXX XXXX, XXXX. of XXXX XXXX XXXX to represent us in negotiation efforts. Mr. XXXX fought for us and our case for two years, but with no success. \n\nWe are a very hard-working middle-class couple quickly approaching our retirement years ; ages now XXXX and XXXX. Our hands are tied and our future uncertain because of the error made in title by the experts at our XXXX refinance that was closed through XXXX XXXX. Through no fault of our own, we are now unable to refinance our home for a substantially lower interest rate which would have allowed us the funds needed to pay down the loans. Those windows of opportunity have now closed. XXXX XXXX error has placed our mortgage in jeopardy, and no one will touch our loan because of the unclear title. \n\nWe have ALL documentation proving XXXX XXXX and XXXX mistakes. We have all closing documents of the XXXX XXXX refinance. We have copies of correspondence, emails, phone conversations, claims, and their responses. We can, and will, provide anything needed to help resolve this issue. \n\nWe realize this is lengthy, containing many documents and a great deal of information. But we implore you to please read every word in order to fully understand the chain of events that led to this calamity. It is vitally important in our efforts to save our home. \n\nWe have attached a chronological list of events, with descriptions of each event, along with supporting documents. There are 4 separate files attached totaling 69 pages. \n\n\nWe greatly appreciate your assistance.","date_sent_to_company":"2020-12-04T12:51:09.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85209","tags":"Older American","has_narrative":true,"complaint_id":"3967911","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-11-21T22:23:06.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please refer to the attached supporting documentation and chronological list of <em>events</em> for a <em>detailed</em> description of what <em>transpired</em>. Please, review every detail carefully. We need your help. \n\nWe <em>have</em> contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with XXXX XXXX ; they are unwilling to assist us stating the XXXX XXXX we purchased only protects the lender, not the borrower."]},"sort":[10.992434,"3967911"]},{"_index":"complaint-public-v1","_id":"3968512","_score":10.967771,"_source":{"product":"Mortgage","complaint_what_happened":"PLEASE, PLEASE READ CAREFULLY AND HELP US RE : Mortgage Title Company and Bank Error Causing Personal Devastation and Could Result in the Loss of Our Home. \n\nParties involved in complaint : 1 ) XXXX XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ; (XX/XX/XXXX), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n2 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n3 ) XXXX XXXX XXXX XXXX ( XXXX XXXX  ). \n4 ) JP Morgan Chase Bank, N.A. ( Chase ), successor to Washington Mutual Bank, FA ( WAMU ). \n5 ) XXXX XXXX XXXX, d/b/a XXXX XXXX ( XXXX ), successor to Mortgage Electronic Registration Systems ( MERS ), successor to XXXX XXXX XXXX  . ( XXXX ), successor to XXXX XXXX ( XXXX ), successor to XXXX XXXX XXXX XXXX XXXX An Arizona Corporation ( XXXX ). \n6 ) XXXX XXXX XXXX, A XXXX XXXX XXXX XXXX ( XXXX XXXX/XXXX ), successor to XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n\nParties involved, but no longer in business : 1 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n2 ) Washington Mutual Bank, FA ( WAMU ). \n3 ) XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ). \n4 ) XXXX XXXX ( XXXX ). \n\nThis issue is regarding our lengthy and unsuccessful efforts for correction of a major error in title that occurred at the closing of a refinance of our home in XXXX by XXXX  XXXX  and the bank at that time, WAMU. They failed in their duty to cause our new mortgage Deed of Trust to be filed in the Arizona XXXX County Recorders Office in valid 1st position, free from liens, encumbrances, easements, encroachments and other title matters as required by the Specific Closing Instructions of Chambers. They neglected to obtain the proper documents required and the previous loan was never released or closed. These failures created a chain of events that have resulted in catastrophic financial damage for us and could result in the loss of our home. \n\nXXXX  XXXX, in all documents ( see attached ) certified, and guaranteed they had obtained the Deed of Release and Reconveyance releasing the WAMU Deed of Trust and closed the account as requested in all closing instructions. In reality, these commitments were not fulfilled, leaving the old WAMU Personal Equity Manager Home Equity Line of Credit Agreement open and in 1st position. Over the years of the banking chaos and closures, that WAMU loan account resurfaced and has blocked our efforts of refinancing that would allow us to save significantly with lower interest rates. \n\nThis error in title is causing devastating loss for us. We have fought this battle for years, since it was discovered in XXXX with our first failed refinance attempt since the XXXX XXXX refinance, but to no avail. Please refer to the attached supporting documentation and chronological list of events for a detailed description of what transpired. Please, review every detail carefully. We need your help. \n\nWe have contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with XXXX XXXX/XXXX ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower. Our mortgage company, XXXX, filed a title insurance claim with XXXX XXXX/XXXX ; they did recognize the title chain error but deny the title insurance claim unless we default on our loan, even though the policy insures the XX/XX/XXXX loans Deed of Trust to be a valid 1sts position lien, which it is not according to Arizona date of filing law. We filed a claim with the XX/XX/XXXXXXXX XXXX. They said we have a very good case for a civil lawsuit. We consulted four different attorneys and hired XXXX XXXX XXXX, XX/XX/XXXX. of XXXX XXXX XXXX to represent us in negotiation efforts. Mr. XXXX fought for us and our case for two years, but with no success. \n\nWe are a very hard-working middle-class couple quickly approaching our retirement years ; ages now XXXX and XXXX. Our hands are tied and our future uncertain because of the error made in title by the experts at our XXXX refinance that was closed through XXXX XXXX. Through no fault of our own, we are now unable to refinance our home for a substantially lower interest rate which would have allowed us the funds needed to pay down the loans. Those windows of opportunity have now closed. XXXX XXXX error has placed our mortgage in jeopardy, and no one will touch our loan because of the unclear title. \n\nWe have ALL documentation proving XXXX XXXX and WAMUs mistakes. We have all closing documents of the XXXX XXXX refinance. We have copies of correspondence, emails, phone conversations, claims, and their responses. We can, and will, provide anything needed to help resolve this issue. \n\nWe realize this is lengthy, containing many documents and a great deal of information. But we implore you to please read every word in order to fully understand the chain of events that led to this calamity. It is vitally important in our efforts to save our home. \n\nWe have attached a chronological list of events, with descriptions of each event, along with supporting documents. There are 4 separate files attached totaling 69 pages. \n\n\nWe greatly appreciate your assistance.","date_sent_to_company":"2020-12-04T12:55:44.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85209","tags":"Older American","has_narrative":true,"complaint_id":"3968512","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-11-21T23:05:15.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please refer to the attached supporting documentation and chronological list of <em>events</em> for a <em>detailed</em> description of what <em>transpired</em>. Please, review every detail carefully. We need your help. \n\nWe <em>have</em> contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with XXXX XXXX/XXXX ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower."]},"sort":[10.967771,"3968512"]},{"_index":"complaint-public-v1","_id":"3967967","_score":10.967771,"_source":{"product":"Mortgage","complaint_what_happened":"PLEASE, PLEASE READ CAREFULLY AND HELP US RE : Mortgage Title Company and Bank Error Causing Personal Devastation and Could Result in the Loss of Our Home. \n\nParties involved in complaint : 1 ) Chicago Title/Fidelity Insurance Company, A Fidelity National Financial Company ; ( Chicago Title/Fidelity ), successor to Security XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n2 ) XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX. \n3 XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX. \n4 ) XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, successor to XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX. \n5 ) XXXX XXXX  XXXX, d/b/a XXXX XXXX XXXX XXXX XXXX, successor to Mortgage Electronic Registration Systems ( MERS ), successor to XXXX XXXX XXXX XXXX XXXX XXXX XXXX, successor to XXXX XXXX XXXX XXXX XXXX, successor to XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n6 ) Security Title Agency, A Fidelity National Financial Company ( Security Title/Fidelity ), successor to Security Title Agency , Inc. ( Security Title ). \n\nParties involved, but no longer in business : 1 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n2 ) XXXX  XXXX XXXX, XXXX XXXX XXXX XXXX. \n3 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n4 ) XXXX XXXX XXXX XXXX XXXX. \n\nThis issue is regarding our lengthy and unsuccessful efforts for correction of a major error in title that occurred at the closing of a refinance of our home in XXXX by Security Title and the bank at that time, XXXX. They failed in their duty to cause our new mortgage Deed of Trust to be filed in the Arizona XXXX XXXX XXXX XXXX in valid 1st position, free from liens, encumbrances, easements, encroachments and other title matters as required by the Specific Closing Instructions of XXXX. They neglected to obtain the proper documents required and the previous loan was never released or closed. These failures created a chain of events that have resulted in catastrophic financial damage for us and could result in the loss of our home. \n\nSecurity Title, in all documents ( see attached ) certified, and guaranteed they had obtained the Deed of Release and Reconveyance releasing the XXXX Deed of Trust and closed the account as requested in all closing instructions. In reality, these commitments were not fulfilled, leaving the old XXXX Personal Equity Manager Home Equity Line of Credit Agreement open and in 1st position. Over the years of the banking chaos and closures, that XXXX loan account resurfaced and has blocked our efforts of refinancing that would allow us to save significantly with lower interest rates. \n\nThis error in title is causing devastating loss for us. We have fought this battle for years, since it was discovered in XXXX with our first failed refinance attempt since the XXXX XXXX refinance, but to no avail. Please refer to the attached supporting documentation and chronological list of events for a detailed description of what transpired. Please, review every detail carefully. We need your help. \n\nWe have contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with Chicago Title/Fidelity ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower. Our mortgage company, XXXX, filed a title insurance claim with Chicago Title/Fidelity ; they did recognize the title chain error but deny the title insurance claim unless we default on our loan, even though the policy insures the XXXX  loans Deed of Trust to be a valid 1sts position lien, which it is not according to Arizona date of filing law. We filed a claim with the Arizona Department of Financial Institutions. They said we have a very good case for a civil lawsuit. We consulted four different attorneys and hired XXXX XXXX XXXX, XXXX. of XXXX XXXX XXXX to represent us in negotiation efforts. Mr. XXXX fought for us and our case for two years, but with no success. \n\nWe are a very hard-working middle-class couple quickly approaching our retirement years ; ages now XXXX and XXXX. Our hands are tied and our future uncertain because of the error made in title by the experts at our XXXX refinance that was closed through Security Title. Through no fault of our own, we are now unable to refinance our home for a substantially lower interest rate which would have allowed us the funds needed to pay down the loans. Those windows of opportunity have now closed. Security Titles error has placed our mortgage in jeopardy, and no one will touch our loan because of the unclear title. \n\nWe have ALL documentation proving Security Title and WAMUs mistakes. We have all closing documents of the XXXX XXXX refinance. We have copies of correspondence, emails, phone conversations, claims, and their responses. We can, and will, provide anything needed to help resolve this issue. \n\nWe realize this is lengthy, containing many documents and a great deal of information. But we implore you to please read every word in order to fully understand the chain of events that led to this calamity. It is vitally important in our efforts to save our home. \n\nWe have attached a chronological list of events, with descriptions of each event, along with supporting documents. There are 4 separate files attached totaling 69 pages. \n\n\nWe greatly appreciate your assistance.","date_sent_to_company":"2020-11-24T20:46:17.000Z","issue":"Closing on a mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"85209","tags":"Older American","has_narrative":true,"complaint_id":"3967967","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fidelity National Financial, Inc","date_received":"2020-11-21T21:13:54.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Please refer to the attached supporting documentation and chronological list of <em>events</em> for a <em>detailed</em> description of what <em>transpired</em>. Please, review every detail carefully. We need your help. \n\nWe <em>have</em> contacted all parties involved multiple times by phone, email, and correspondence. We filed appeals with Chicago Title/Fidelity ; they are unwilling to assist us stating the Title Policy we purchased only protects the lender, not the borrower."]},"sort":[10.967771,"3967967"]},{"_index":"complaint-public-v1","_id":"4216930","_score":10.797602,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2020 and XX/XX/2020, A total of {$3100.00} USD was siphoned from my account by an individual whom I shared a brief interaction with, of whom I would later discover was a criminal, who had executed the crimes in individual incidences. I discovered that the money was missing on the morning of XX/XX/XXXX, where {$1400.00} USD was missing. I proceeded to call all parties involved, XXXX and their subsidiary company / proprietary banking systems that operates XXXX XXXX applications : XXXX XXXX, Citibank themselves, and even the criminal ; as she was eager to once again meet with me, and I took it upon myself to invite her and inform local law enforcement. After a failed attempt to apprehend the criminal and calling upon Local law enforcement, she fled the scene, nearly hitting a pedestrian with her vehicle. The Police arrived shortly after and conducted the investigation. \n\nWhat would transpire in the following months is a series of phone calls, visits to various Citibank branches, and funds spent beside my better judgement in order for the money to be refunded to my account, of which I was told would not be guaranteed, despite the security systems at Citibank failing to inform me that thousands of dollars have been moved from my account to someone whom Ive never in the history of my Banking exclusively with Citi have ever sent in such quantities and brief periods of time. \nI have documented several hours of phone calls, of which I was scrutinized, belittled, and met with confusion as none of the representatives understood what was going on, had no log of the information at hand, quickly refused to assist beyond their own means, made unfulfilled promises and claims stating that I never made any claims, spoke to representatives, or received any paperwork. I went to the local Citibank Branch in XXXX XXXX XXXX to send physical paperwork over through the branch, only to find out most of them werent received by overseas Citibank representatives. I acquired the assistance of Branch managers at Citibank to no avail, as the line of communication to customer services is dismal at best. \n\nShortly after I discovered, that despite all of my time spent returning the claims, drafting detailed documents explaining how the events of the robbery unfolded, being promised that my money would be returned to me in a 120 day period, that I my cases were denied, and then I would have to submit for an appeal process that would require addition time and expenses to send the documents over, as well as an additional 120 days. I was completely flabbergasted, scared, and frustrated. Despite all that Ive done, while receiving threats against my life, and doing all of this with no help whatsoever, Im being told its not enough. Citibank representatives after that point grew condescending towards me, and made me feel like a pathetic and worthless ingrate, and not someone who has been a loyal customer for them for nearly a decade. Even after dealing with them not wanting to refund my money, making ridiculous over drafts on my accounts over the years, and closing out my bank accounts several times for transferring money, I remained by their side. Citibank closing my account is actually one of the reasons why my money was so easily stolen, as the majority of my income remained in my savings account, with only around {$100.00} to {$200.00} USD remained in my checking account for casual spending, but Citi, who has of recent lifted the moratorium for funds transfers ( only 6 intrabank transfers per year ), caused all of my money to sit in my checking account, and therefore allowing merchants to have free reign on my savings. \nAs a result of being demoralized by the process, I have undertaken psychiatric therapy, and have moved from my home as my life was being threatened by the criminal. I decided to visit Citibanks social media platforms and openly complain about their services, and this was the only time after 2 months, that I was reached out to. \n\nI spoke to a representative named XXXX, and she guided me through the appeal process, of which costed me an additional {$50.00} USD to print documents, manually ship, transportation, etc. I had done it once, to which I was mailed back several documents asking for additional information or we dont understand what youre asking us to do, considering that it was obvious after several months of speaking to representatives and law enforcement officers, that I simply wanted my money returned to me. \n\nI proceeded then to mail them out an additional packet of information, hoping that the appeal crew would receive it in some time. It showed up on XXXX the XXXX, and was told that I would be receiving a confirmation in the mail detailing the decision on the appeal by XX/XX/XXXX at the latest. I have yet to receive anything in the mail, and as I attempt to reach out to the representatives at Citibank via their twitter platform ( Easiest place to contact representatives directly ) Im being ignored, and no one has been reaching out to me I the slightest, however, I still receive their marketing emails, and whatever it is that they are trying to sell to me. Its insulting. It feels as though they are telling me that they can get away with treating people in any way they choose. It is unfair to me, and all of those who have had to suffer in order to receive what is rightfully theirs. \n\nIt has now been seven months since the incident, and Citibank is remaining indignant in their choice to remain absent from the position I am in. Ive suffered so much and did everything in my power to get them the information that they requested, but Ive been made a fool. All I want is for the money that I had earned and saved to be returned to me as they promised. \n\nI have several documents of the information that I had sent to them over the course of this incident, all of which go into detail about the events that transpired. Those documents will be included in the report, as well as my bank statements showing the maximum amount of money I have spend over the course of 8 months to show consistency in my spending to Citibank ( {$700.00} USD for Mortgage to XXXX XXXX ). I hope this information is of use to you, as apparently it isnt to my bank, and the people who I sworn my trust into all of these years. \n\nThank you for hearing me out, and god bless.","date_sent_to_company":"2021-03-16T07:38:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4216930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-03-16T01:54:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I <em>have</em> several documents of the information that I had sent to them over the course of this incident, all of which go into detail about the <em>events</em> that <em>transpired</em>. Those documents will be included in the report, as well as my bank statements showing the maximum amount of money I <em>have</em> spend over the course of 8 months to show consistency in my spending to Citibank ( {$700.00} USD for Mortgage to XXXX XXXX )."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.797602,"4216930"]},{"_index":"complaint-public-v1","_id":"8075112","_score":10.346451,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/2023 Dear Shellpoint Representatives and Credit Bureau Authorities, I am compelled to write an exhaustive account of the mismanagement of my mortgage account by Shellpoint, which has resulted in a series of unfounded credit discrepancies and improper financial handling of my payments. This correspondence aims to provide a comprehensive narrative of the events that have transpired, along with undeniable evidence of the inaccuracies that need immediate correction. \n\n\nBackstory Leading to Current Discrepancies : After the purchase of my property at XXXX XXXX XXXXXXXX XXXX XXXX with a mortgage originating on XX/XX/, and a loan balance of {$510000.00}, the account was transferred to Shellpoint. My payment methodology has consistently been through Plastiq.com, allowing credit card payments to be converted to checks mailed directly to the lender. Despite the loan transfer, payments were consistently made and initially deposited without issue. \n\n\nIn XXXX XXXX the processing of my payments was suddenly mishandled. A payment of {$5700.00}, confirmed sent via XXXX, was not deposited, and this discrepancy was not communicated to me, leading to a false delinquency report. Shellpoints ledger and subsequent credit reports reflect four incorrect late payments, directly damaging my creditworthiness and my ability to refinance my primary residence. \n\nAs it stands, the lack of transparency surrounding my monthly mortgage obligations remains unresolved. The confusion about the status of my accountwhether it's current or delinquentand the unexplained fluctuations in the escrow despite my insurance being fully paid at the start of the year is bewildering. This ongoing uncertainty, coupled with the lender 's apparent negligence, has had a detrimental effect on my credit and, by extension, my ability to secure new or refinance existing loans. It is imperative that these issues be urgently addressed and rectified to restore my financial standing. \n\n\nEvidentiary Documentation and Specific Errors : 1. Unapplied Payments and Late Charges : o Payments totaling {$13000.00} were labeled \" Unapplied '' with no justification, incurring late fees of {$1100.00}. \n2. Escrow and Insurance Premium Miscalculations : o Shellpoint 's records incorrectly indicate escrow disbursements for insurance premiums already paid in full, amounting to {$5600.00}. \n3. Incorrect Credit Reporting : o XXXX 's credit report shows four late payments that are unfounded, given the evidence of timely payments. \n\nDocuments Attached for Your Review : Proof of XX/XX/2023 Payment ( Refunded in XX/XX/2023 ) Check Sent in XX/XX/2023 via XXXX Shellpoints Escrow and Insurance Records from their website XXXX Credit Report detailing the incorrectly reported late payments Demands for Immediate Action : 1. Comprehensive Audit : o An immediate and thorough audit of my account, correcting the payment allocation and reversing any unwarranted fees. \n2. Correction of Credit Reporting : o Direct retraction of the incorrect late payment reports to the credit bureaus, backed by the documented evidence provided. \n3. Escrow Review : o An assessment of the escrow account to align with the actual insurance premium, affirming no further extraneous disbursements are made. \n4. Formal Acknowledgment and Apology : o A formal acknowledgment from Shellpoint of these errors and a suitable apology for the undue stress caused. \n\nI anticipate Shellpoints prompt and decisive action to address these issues. The urgency and gravity of this matter can not be overstated, as it has significantly hindered my financial flexibility. I await your detailed response, confirming the steps you will take to resolve this matter. \n\nXXXX XXXX ( XXXX ) XXXX XXXX ShellPoint Mortgage Account XXXX : XXXX","date_sent_to_company":"2023-12-28T21:29:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33180","tags":null,"has_narrative":true,"complaint_id":"8075112","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2023-12-28T21:08:57.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XX/XX/2023 Dear Shellpoint Representatives and Credit Bureau Authorities, I am compelled to write an exhaustive <em>account</em> of the mismanagement of my mortgage <em>account</em> by Shellpoint, which has resulted in a series of unfounded credit discrepancies and improper financial handling of my payments. This correspondence aims to provide a comprehensive narrative of the <em>events</em> that <em>have</em> <em>transpired</em>, along with undeniable evidence of the inaccuracies that need immediate correction."]},"sort":[10.346451,"8075112"]},{"_index":"complaint-public-v1","_id":"3609394","_score":10.187094,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, I have incurred great hardships over the past few years from the excact same situation listed below approximately occurring 3 years ago. It was my first credit card and did not realize that the auto pay i set up with my bank wasn't working and that capital one was not receiving payment until it was very overdue. They were very cold in their reply regarding the information they reported to the credit bureaus and, despite providing evidence of my attempts to pay them on time, I did in fact, not pay them and didn't notice because of my own lack of due diligence. Because of the impact this had on my credit, I was unable to get another apartment as my lease was up the month this all transpired, and was left without a place to live. Since then, I have walked several miles to work and back every day. I have been homeless, sleeping on benches, in co-workers cars, and eventually went to renting a couch, and then a cheap room. Recently I have moved into a much nicer home with roomates that are taking me to work, but only under the agreement that I would get a vehicle as soon as possible, something that won't be able, even if capital one did remove the negative report, as the process would take months and by then I will be homeless and without a job. \n\nNow, because of the events listed above that happened in XXXX ' I pay close very attention to my capital one account, and are quite sure that the similar situation described below has the key difference of capital one reporting that my payment was made, and then not informing me that the payment of {$62.00} was refunded at the request of my bank, until after the account was already delinquent on the XXXX. ( The refund was processed after hours on the XXXX ). If there was any saving grace in rushing out to send them money via western union on the XXXX, it was nullified by them not posting the payment until the XXXX. I have detailed this below and would like to reiterate that the hardships I endured from the previous XXXX XXXX drop will repeat because of this. One again I find myself far from work, this time not a walk-able distance, and without a vehicle, which I am unable to replace without financing. My credit score prior to this event was XXXX, as of today it is XXXX. I live 22 miles from my current place of employment. \n\n\nMy payment with capital one was due on XX/XX/2019. I set up a direct deposit ACH wire transfer from my bank, to capital one, about XXXX weeks prior to this date. Their site offered no option to start the transfer earlier, only on the due date. On the XXXX the payment was processed and I received an email from capital one saying that my payment was received. Two days later, on the XXXX I received an email that the payment had been refunded ( it was actually refunded on the XXXX, after business hours ) without any information as to why, just that I would still need to pay. \n\nAt this point ( the XXXX ) I am now very close or 30 days late. I called capital one and my bank, they both informed me that it was refunded because paying bills through ACH transfers if not a feature of my bank account, despite having done so in the past with the same account. About XXXX hours into my call with capital one, they decided to contact my bank over a 3 way call to find out why it was no longer working, but because the average hold time for my bank, like their own, was over an hour and a half due to the COVID situation, we were unable to complete the three way call and eventually disconnected. It is now the XXXX in the afternoon ( the entire morning was spent on the phone with capital one, to no avail. The closest capital one branch is hundreds of miles away, and the agent on the phone said that they could no longer accept payments with a debit card, despite having paid them with one in the past. Distraught, I contemplated the effects this would have on my life, again, after struggling for years to raise my score back to the good range it was in before opening an account with them, became extremely distraught until I recalled an option to pay with XXXX XXXX ( one the agent did not mention at all when I was panicking about how to pay them, and rushed out to send a money order, and paid an extra XXXX XXXX  to have it transferred immediately. Despite the funds being made immediately available to them after sending XXXX XXXX, ( i verified this with XXXX XXXX and they explained how guaranteed funds work XXXX Capital one did not report the payment as being received until Monday the XXXX, thus making me over 30 days late. This was reflected on my report, which fluctuates between XXXX and XXXX depending on what I currently owe capital one to a XXXX, specifically because of this incident, as I have no other accounts on my credit report whatsoever, and my score relies solely on my status with capital one. \n\nThere is no way to successfully dispute this through the normal process of writing to capital one and having them review it. One of the many agents I spoke to on the phone informed me that it would likely withstand being reported late, as they did not process it until the XXXX, despite all of the events described above that made it virtually impossible to pay them on time Capital One 's actions in refunding the payment on my due date, but after their business hours, not informing me of the event until wo days later when it was already unagruably late, not processing the payment I made on the XXXX until two days after it was made available to them and, refusing my pleas to re-evaluate the situation before they reported it ( i called in a begged for this on the XXXX after was informed of the refund, on the XXXX, a day after i sent the XXXX XXXX payment and on the XXXX when the payment finally posted ) Their misinformation regarding the status of my payment and unwillingness to help me before it was reported, has left me in a situation where I will become homeless again, without a vehicle I will not make it to my job, and I will once again be in a situation where I am in dire straits, despite going to work everyday and taking what should have been all the actions needed to better my score and improve my situation.","date_sent_to_company":"2020-04-16T14:31:32.000Z","issue":"Incorrect information on your report","sub_product":"General-purpose credit card or charge card","zip_code":"32566","tags":null,"has_narrative":true,"complaint_id":"3609394","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-04-16T13:06:28.000Z","state":"FL","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I called capital one and my bank, they both informed me that it was refunded because paying bills through ACH transfers if not a feature of my bank <em>account</em>, despite <em>having</em> done so in the past with the same <em>account</em>."],"sub_issue":["<em>Account</em> status incorrect"]},"sort":[10.187094,"3609394"]},{"_index":"complaint-public-v1","_id":"3751888","_score":9.831556,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX - Chase Banking Background : Ive banked with since XXXX ( 24 years ) without issues of overdrafts or any negative events. I maintained a personal checking, savings account, and Home Equity Line of Credit ( HELOC ) in good standing my entire time as a Chase bank customers. All of my banking transactions are electronic, except for 1 check that I write monthly in the amount of {$580.00} payable to my eldest sons group home. He is XXXX  and I am his court-appointed guardian advocate helping him to manage is personal, medical, and financial events. All other check related events on my Chase checking account are mostly check deposits, usually from my grandmother ( XXXX XXXX ), reimbursing me for purchases made for groceries or other personal needs given she is elderly and unable to drive. \n\nXXXX XXXX - Checking Account Fraud Event : Over a 6 week period from XX/XX/XXXX XXXX XX/XX/XXXX I have either visited a local Chase bank at XXXX XXXX XXXX XXXX, XXXX, FL XXXX working directly with banking rep XXXX XXXX or called multiple times to the XXXX, option 3 ( Chase Fraud Claims Dept. ) to resolve the check forgery issue and get my funds reimbursed into my account. So far, all Chase has done is give me the runaround to-date. I kindly request assistance from CPFB given all of my attempts have been unsuccessful and a check forgery issue that Chase Fraud Claims stated on XX/XX/XXXX would only take 5 days to resolve has now turned in to 6 weeks with no resolution, no checking account reimbursement of my stolen funds, and no explanation or request for additional information from Chase. \n\nHeres the series of fraud events that transpired and actions that I have taken to resolve this issue with Chase Bank : XXXX : A person goes to a Chase Bank in New York and cashes 6 forged checks on my account. Check nos. XXXX - {$990.00}, XXXX - {$990.00}, XXXX - XXXX, XXXX - {$990.00}, XXXX - {$990.00}, XXXX - {$990.00}. All checks were made payable to XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX  XXXX. The signatures on the back of the checks do not match my signature either. They were stolen checks from XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, PA XXXX. I have never lived in Connecticut nor XXXX, neither conducted business with a XXXX XXXX XXXX, nor banked in any Chase location in New York or the other states aforementioned. I have always lived in Florida ( either XXXX or XXXX XXXX ). \n\nXX/XX/XXXX : The forged checks are returned unpaid by XXXX bank. \n\nXX/XX/XXXX : I checked my checking account online via the Chase app as I do every 2-3 days to check my balance and activity. It a pre-caution I take because I am paperless with Chase and dont receive bank statements via mail. And, my sister works for the XXXX  and has trained us to be extremely watchful for online fraud activity. I noticed that Chase had deducted from checking account the unpaid forged checks. I immediately call Chase to report unrecognized activity on my checking account and notify them that my account had been compromised. They transferred me to the Chase Claims Dept. who froze my compromised checking account ending inXXXX, opened a case, and told me that my funds would be replenished in 5 days. \n\nXXXX : Due to COVID limited Chase locations are open for in-bank support. I eventually found a nearby Chase location that was accepting in-house support at XXXX XXXX XXXX XXXX, XXXX, FL XXXX and made an appointment. XXXX XXXX was the banker who assisted with opening a new checking account ending inXXXX. \n\nXX/XX/XXXX : I called Chase bank to check on the status of the fraud case and reimbursement of my funds thinking in 5 business days the issue would be resolve as Chase Fraud Rep stated on XX/XX/XXXX when I reported the fraudulent event ( check forgery ) on my checking account. They told me that I now needed to complete an Affidavit of Unauthorized Signature or Altered Item, get it notarized, and return it to the bank via fax to their Customer Claims Support Dept. in XXXX XXXX, TX ( fax : XXXX ). The Chase rep said I could go to the bank and obtain the form or they would mail the affidavit form to my home address. \n\nXX/XX/XXXX : I opted to go to the bank and obtain the form. So, I called XXXX XXXX at the Chase XXXX XXXX XXXX branch and he downloaded the form. I picked up the form from XXXX the same day. \n\nXX/XX/XXXX : I hand deliver the signed and notarized affidavit to XXXX XXXX at the Chase XXXX XXXX branch. He faxes the form directly to the Chase Claims Dept. as stated of the affidavit at XXXX in XXXX XXXX, TX. He also provides his name, contact number, bank branch name on the affidavit so that Chase can clearly see that a local bank rep had received the form and assisted. \n\nXX/XX/XXXX : I waited 5 business days and followed up again calling the Chase Claims Dept. at XXXX, option 3 ( Check Forgery Group ),  to check the status of the fraud claim and funds reimbursement. The initial rep gave me the standard no update, call back in 5 days. I refused and escalated to a supervisor because I was tired of getting the runaround and the 5 days resolution that I was told would occur back on XX/XX/XXXX had now turned into several weeks. The rep transferred me to a Claims Supervisor, XXXX XXXX. She stated they did not receive the signed affidavit that XXXX XXXX, XXXX Branch Rep, had faxed back on XX/XX/XXXX. I conferenced in XXXX XXXX who confirmed he faxed in the affidavit from the XXXX Branch location. XXXX then gave XXXX her direct Chase email account and asked XXXX to scan and email the signed affidavit. He did while I was inside the bank with him and XXXX confirmed receipt of the emailed affidavit and supporting documents. XXXX said he could not copy me on the email to XXXX because he was only allowed to send emails to personnel within Chase bank. XXXX XXXX committed to calling me back within that same week to provide an update on the status of my claim. \n\nXX/XX/XXXX : I did not hear back from XXXX XXXX, Chase Claims Dept. Rep, as she committed on XX/XX/XXXX so I called the XXXX, Option 3 ( Forged Checks Group ) again to check the status of my claim. This time I spoke with XXXX who confirmed that the affidavit was received, there was no notes on the claim that Chase needed anything further from me, and that she would escalate it to a Claims Supervisor to determine when a decision would be made and my funds reimbursed. She asked me to call back in 2-3 days ( the same statements made to me since opening the Fraud Claim back on XX/XX/XXXX ). Now, 4 weeks has transpired and I am still getting the runaround from Chase. \n\nXX/XX/XXXX : Due to the XX/XX/XXXX holiday I waited until XX/XX/XXXX to call in to the same Chase Claims Dept. number mentioned previously and check my claim status. XXXX was the rep I spoke with again. She remembered me because during our last call we spoke casually about the COVID situation and I explained in detailed the check forgery situation on my account. She told me there was no update and to call back in 2-3 days. \n\nXX/XX/XXXX : I called into the Chase Claims Dept. ( same number as before ) and this time spoke with XXXX an Claims Supervisor. At first she was really terse with me and non-committal on helping me beyond the call back in a few days statement. But, I persisted and she agreed to escalate the issue again. During my call with her I explained in detail that I have been a customer with Chase for 24 years, never had an issue with any of my accounts, and that Chase was not treating me like a valued customer. She agreed and said my story checked out from the account history she was viewing online. She escalated my issue and took my cell number stating she would speak with her supervisor when he/ she arrived to work and call me back the next day with a claims update. \n\nXX/XX/XXXX : XXXX never called me back. So, I called the Claims Dept. again ( hopefully you see the pattern here of stonewalling by Chase Bank ).  I spoke with XXXX, Claims Account Supervisor, after escalating and refusing to accept no update from the initial rep. XXXX stated the affidavit was not received which disputes the email confirmation from XXXX XXXX on XX/XX/XXXX that she received the emailed docs from another Chase Bank Rep ( XXXX XXXX XXXX XXXX XXXX Branch ). I conferenced in XXXX XXXX who confirmed with XXXX that he personally faxed the affidavit on 2 previous occasions and that he spoke with XXXX on XX/XX/XXXX who confirmed she received the email with the affidavit. XXXX said that XXXX needed to call him back to confirm his identity because he couldnt do so while I was on the phone with them. XXXX agreed and call back and re-send the affidavit to XXXX. XXXX called me back the same day to confirm that he had once again sent the signed affidavit to the Chase Claims Dept. \n\nI will follow-up again with Chase Claims Dept. on XX/XX/XXXX in hopes of finally getting the claim closed and my fund reimbursed. But, I am doubtful given the series of events and delays from Chase thus far. I kindly request CPFB support in getting Chase to do the right thing at this pointreplenish my funds and close this claim. Feel free to contact me at XXXX if you need additional information or support to bring this matter to prompt resolution with Chase bank. \n\nKind regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX","date_sent_to_company":"2020-07-18T12:30:46.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34997","tags":null,"has_narrative":true,"complaint_id":"3751888","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-07-18T12:00:24.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Heres the series of fraud <em>events</em> that <em>transpired</em> and actions that I <em>have</em> taken to resolve this issue with Chase Bank : XXXX : A person goes to a Chase Bank in New York and cashes 6 forged checks on my <em>account</em>. Check nos. XXXX - {$990.00}, XXXX - {$990.00}, XXXX - XXXX, XXXX - {$990.00}, XXXX - {$990.00}, XXXX - {$990.00}. All checks were made payable to XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX  XXXX. The signatures on the back of the checks do not match my signature either."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[9.831556,"3751888"]},{"_index":"complaint-public-v1","_id":"3497339","_score":9.107664,"_source":{"product":"Mortgage","complaint_what_happened":"The purpose of this narrative is to highlight the deceptive practices I experienced while working with Wells Fargo Mortgage Company and it representatives. The following correspondence will give a detailed account of 2 erroneous debits and mishandled transactions completed by Wells Fargo that caused me undue financial hardship and distress. On XX/XX/XXXX I placed a call to Wells Fargo Home Mortgage to request an adjustment to the automatic payment plan for my account due to a loss of employment. \n\nWhen I spoke with the representative I asked that the automatic payments on my account be stopped temporarily so that I could make manual payments moving forward. I informed the representative that due to a loss of employment, I was unsure of the specific date I was to receive unemployment funds and did not want to risk my account going into arrears. The representative instructed that it would be easier for them '' to adjust the pay date to a later time as it would prove difficult to re-establish the automatic payment plan if was to be cancelled. Following the instruction of what I thought was a reputable agent of the company, I complied and cancelled the current draft payment and established an alternative date for the payment at the end of the month. The communication was confirmed on a recorded line however from that conversation a series of unfortunate events ensued which included erroneous payments being taken out of my bank account by Wells Fargo at their will on 4 separate occasions. \n\nThe bottom line, a representative of Wells Fargo utilized deceptive practices to encourage me to continue to allow Wells Fargo access to my linked bank account by deterring me from cancelling automatic drafts. The same representative, made false claims with regard to setting up an alternative payment date for my mortgage account that was not upheld and ultimately resulted in charges erroneously being made to my linked bank account 4 times. I received a call from a member of the management team confirming the error at which time she attempted to re-establish yet another alternative date for payment for the upcoming month however soon after, a second error occurred. \nWells Fargo representatives mishandled my account and erroneously accessed my linked bank account a total of 4 times, 2 of which were not permitted, all of which can be confirmed via the slew of recorded calls back and forth between the company and myself. As a result of the incidents listed above, I incurred insufficient funds fees and endured a financial hardship. When I contacted Wells Fargo, I initially got the run around. It wasnt until I attempted to escalate the issue and threatened to report them to the FTC that sent me to someone in their executive office. Speaking now to the tenth person from the company, I recanted the events that had transpired up to that date. The individual ( XXXX ) indicated that she would conduct an investigation and quoted a resolution date towards the end of XX/XX/XXXX. Nearing the date of anticipated conclusion, I received a call from a new representative indicated they were contacting me on behalf of XXXX, stating they needed to extend the investigation and I would be contacted at a later time. When I received follow up from XXXX, the initial representative from the executive team, she indicated that she was still reviewing the recorded calls but requested in the interim that I submit my banking statements to confirm that I did indeed incur fees as a result of the incident. When I indicated that the fees were through a non-Wells Fargo account, she indicated that no information regarding the investigation findings would be released to me about my account until I submitted my bank statements for her review, further showing the use of deceptive practices and coercion to be a standard operation of the company. I expressed I was not in agreement with the demand for my personal information and reminded XXXX that I never asked for the NSF fees to be returned, it was offered as a remedy only after I attempted to escalate the incident. I questioned the \" investigation '' and further reminded XXXX of the call I received following the first incident where it was CONFIRMED by a member of their management team that the error was a company error. Specifically reminding her of the correspondence from the manager indicating the representative that I initially attempted to establish the payment plan with was new to the organization and likely was unaware of the error made due to a lack of training. I expressed the first mistake I took to merely be an issue with training as the manager indicated however two in a row was inexcusable especially given the laissez faire manner in which it was being treated given my personal situation. Additionally, I questioned why there was no follow up in writing when the account adjustments were made as it had been a customary practice any time there was an adjustment made to my account since it was opened in XX/XX/XXXX. \n\nI followed up in writing to the representative and reluctantly sent my banking statements confirming the NSF fees incurred do to their errors on XX/XX/XXXX. XX/XX/XXXX I received a letter from Wells Fargo indicating the errors on my account were in no fault of theirs but as a \" courtesy '' due to me not receiving the level of customer service, \" I expected, '' they made a \" business decision '' to refund the {$340.00} of insufficient funds fees incurred. \n\nOnce trust is broken it is not easily regained. It is the lack of acknowledgement on behalf of the representatives of Wells Fargo that needs to be remedied. I no longer have trust in the actions of the representatives of the company and am seeking a dissolution of relationship with the company completely. While I may not have received follow up when the incidents initially occurred, Wells Fargo has attempted to now cover up their wrongdoing in writing now claiming what they did not previously but again, only after the threat of reporting. \n\nThey make a sizable profit from being a mortgage holder and have a great deal of influence. That should not be utilized at their will irrespective of ethics and legalities for consumer rights. They were not permitted to debit my account and as such should be held accountable for their disregard.","date_sent_to_company":"2020-01-15T19:45:33.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"60440","tags":null,"has_narrative":true,"complaint_id":"3497339","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-01-15T19:40:55.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The following correspondence will give a <em>detailed</em> <em>account</em> of 2 erroneous debits and mishandled transactions completed by Wells Fargo that caused me undue financial hardship and distress. On XX/XX/XXXX I placed a call to Wells Fargo Home Mortgage to request an adjustment to the automatic payment plan for my <em>account</em> due to a loss of employment."]},"sort":[9.107664,"3497339"]},{"_index":"complaint-public-v1","_id":"10714987","_score":8.626025,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to express my deep frustration with the handling of a clear account takeover incident on my Wells Fargo account and the repeated denial of my claim. The events that have transpired since XX/XX/XXXX, alongside the numerous missed opportunities for intervention, have not only left me with a significant financial loss but also highlight systemic failures in fraud prevention and customer support. \n\nOn XX/XX/XXXX at XXXX XXXX, I received a call appearing to be from Wells Fargo ( per CallerID ). The caller, who I now know was a scammer, verified my account through an authentication code sent to my phone ( by Wells Fargo system ) and alerted me to suspicious activity. While on the call, I pulled up my account and noted four declined charges, which he assured me were part of the fraudulent activity he would secure by issuing a new card. At that time, I hadnt realized my debit card was missing, thinking Id misplaced it at home. The scammer, who used highly detailed Wells Fargo contact center scripting, collected my cards PIN, the last four of my Social Security number, and the last four of my account number under the guise of account security. He even initiated a relay to send additional codes to my phone, which I unknowingly provided, giving him full access to make unauthorized transactions. While I believed my account was secure, an associate of his proceeded to make charges totaling {$10000.00} using my card. Later that evening, suspecting something was amiss, I contacted Wells Fargo only to discover that the call had not come from the bank. That there were additional charges on my account not currently in despite, and I was distraught. Despite the Caller ID showing Wells Fargo, they had no record of this call. I immediately reported the fraud, expecting prompt action. However, the response was underwhelming. My card was only reported stolen, and no further action was taken to suspend the account or escalate the case despite assurances to the contrary. Following are key interactions that illustrate my experience and further demonstrate the gaps in your\nresponse : XX/XX/XXXX : I called again at XXXX XXXX, only to find no complaint or case notes lodged from the previous night. I had to escalate my complaint again, insisting on a formal investigation and restitution. \n\nXX/XX/XXXX : I called to check on the status of my complaint, only to find no documentation on my case. Once more, I escalated the issue, expecting a response from the account takeover team. \n\nXX/XX/XXXX : I received a letter denying my claim, stating no suspicious activity was found. This decision was in direct contradiction to the evidence I provided. \n\nXX/XX/XXXX : I called to understand the denial rationale, speaking to a representative named XXXX, who gave no satisfactory explanation, so I escalated to XXXX. She mentioned the claim was denied because I had legitimate transactions between the fraudulent ones. These were unrelated, as they were online bill payments and not connected to the disputed debit card transactions. This lead to my case being reopened by a supervisor ( XXXX ). \n\nXX/XX/XXXX : I learned that despite multiple escalations, the account takeover investigation had only been officially initiated on XX/XX/XXXX. By this time, nearly a month had passed since the initial fraud incident. \n\nXX/XX/XXXX : My claim was denied again with a dismissive explanation that the charges had been verified by Fraud Detection, stating calls originated from my phone. This blanket response disregards the facts of the account takeover and the manipulation involved.\n\nThroughout this process, I raised valid concerns : 1. Why did four charges get approved after four were declined on my account without any intervention or account suspension? Most financial institutions require you to call when declined charges occur.\n\n2. Why wasnt I alerted immediately after the multiple declined transactions, as other banks typically require verification before further transactions?\n\n3. How can you ensure this wasnt an internal breach given the level of detail in the scammers approach, which closely mirrored Wells Fargos scripting and procedures? \n\nOn XX/XX/XXXX, I received a secure email stating the denial of my claim for the same reason. This response is dismissive and fails to address the core issues : a breach of security protocols, failure to protect the account despite multiple warning signs, and neglect in promptly suspending my account after declined charges. I have asked Wells Fargo to : 1. Conduct a comprehensive investigation into the internal processes and to provide evidence that my account was not accessed improperly. 2. Provide a full refund of the {$10000.00} given the banks failure to prevent this fraudulent activity despite clear red flags. 3. Reinforce account security protocols to ensure that such breaches do not happen in the future.\n\nAs I am now on my fourth denial, two original letters without a phone call explanation, and two secured emails, I have not yet received my request nor have I been protected as a consumer nor have I been assured that all preventative actions are in place for future consumers. I've not been taken seriously and need the CFPB to reconsider your stance on this matter. I am seeking immediate resolution and restitution to recover my stolen funds.","date_sent_to_company":"2024-11-06T23:35:33.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89074","tags":null,"has_narrative":true,"complaint_id":"10714987","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-11-06T22:39:26.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I am writing to express my deep frustration with the handling of a clear <em>account</em> takeover incident on my Wells Fargo <em>account</em> and the repeated denial of my claim. The <em>events</em> that <em>have</em> <em>transpired</em> since XX/XX/XXXX, alongside the numerous missed opportunities for intervention, <em>have</em> not only left me with a significant financial loss but also highlight systemic failures in fraud prevention and customer support."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[8.626025,"10714987"]},{"_index":"complaint-public-v1","_id":"7353219","_score":8.475503,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am writing to file a formal complaint against Citizens Bank regarding a series of fraudulent charges that were made on my credit card, which resulted in a total loss of {$4000.00}. Despite my numerous attempts to resolve this matter with the bank, no one from the fraud department has reached out to me and I have yet to receive a satisfactory resolution or even a proper explanation. \n\nBelow is a detailed account of the events that have transpired since the discovery of the fraudulent charges : On XX/XX/2023, I noticed several unauthorized transactions on my Citizens Bank credit card statement. I immediately attempted to contact Citizens Bank using the number provided on the back of my card. Unfortunately, I was unable to reach a representative due to the limited hours from the number provided on the back of the card, and their fraud line isnt posted online. There is also no way to freeze the card on the mobile app. \n\nDuring my attempt to contact the bank, an additional fraudulent charge of {$80.00} occurred on my account, compounding the financial loss. \n\nOn XX/XX/2023, I managed to get in touch with Citizens Bank and had my credit card frozen to prevent further unauthorized transactions. New credit cards were requested and sent to me. I was informed that the bank would be keeping the charges posted to my account, but to let it stay there even if interest accrues until the investigation is over. This is very different to my experience with other banks ( e.g : XXXX and XXXX ), where the amount is first credited to the customer during the investigation. \n\nOn XX/XX/2023, as the bank had not refunded the full amount, I filed a police report ( Police Report ID : XXXX ) at the XXXX precinct with Detective XXXX XXXX assigned to the case ( Contact : ( XXXX ) XXXX ). \n\nOn XX/XX/2023, Citizens Bank credited my account with {$1600.00}, which was just a part of the fraud loss that was incurred. Following the partial credit, I reached out to Citizens Bank, providing the police report information and requested them to further investigation and provide an explanation for the discrepancy. The bank also assured me that the charges on the account would still appear on the account and to not pay the balance until the situation is resolved, despite interest accumulating. \n\nOn or around XX/XX/2023, I received a letter dated XX/XX/XXXX from Citizens Bank ( attached ), stating that they believed there was no fraud. However, the phone number provided on the letter was unreachable. \n\nAfter numerous attempts to contact Citizens Bank, I was finally able to get through on XX/XX/2023. I asked the bank to reopen the case and to communicate with me through calls or emails, as I would be overseas for the next two weeks. The associate who helped me on the phone assured me that this request was added to my case, and that the back office that handles these investigations did not have a direct number to call but they would reach out to me. \n\nOn XX/XX/2023, Citizens Bank unexpectedly reversed the {$1600.00} credit without providing any explanation. \n\nA letter dated XX/XX/2023, was received, stating that Citizens Bank still did not believe there was fraud, which I only saw upon my return from overseas on XX/XX/2023. Still no one has attempted to reach out. \n\nOn XX/XX/2023, interest of {$96.00} started accruing on my account, despite the fraudulent nature of these charges. \n\nOn XX/XX/2023, once I got back from overseas, I called Citizens Bank 's fraud department get an update on the case, but they were unable to provide a timeframe for resolution or knew what the current status of the case was. They said someone would be reaching out to me. \n\nOn XX/XX/2023, I sent a letter to Citizens Bank asking for an explanation and for someone to reach out ( attached ) at the address provided on my credit card statement : CITIZENS CARD SERVICES, XXXX XXXX XXXX, XXXX, CT XXXX. \n\nOn XX/XX/2023, the letter was successfully delivered. \n\nOn XX/XX/2023, I called the fraud department again, and they were still unable to confirm whether my case was opened or closed or when I could expect a response. I requested that they reach out to me for an update. \n\nAs of my writing today on XX/XX/XXXX, I still have yet to receive communication from the bank. \n\nI am deeply disappointed with the lack of progress and communication from Citizens Bank in resolving this issue promptly. I have a great history throughout my time owning credit cards, and I have never encountered such issues in the past. These transactions are clearly inconsistent with my usual spending patterns, and I can provide additional evidence, such as my whereabouts during the time of the fraudulent charges to substantiate my claim. In fact, there are charges that occur at the same time on my account ( one legitimate made by me, and the other was fraud ) that are happening in two separate places that are far apart, which is not possible.\n\nAt this point, I dont know what to do. I am seeking the CFPBs assistance in obtaining a fair resolution with Citizens Bank. Im asking for a return of {$4000.00} in fraud charges, along with any accrued interest, which is still accumulating at the time of this writing.","date_sent_to_company":"2023-08-04T20:27:04.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"11229","tags":null,"has_narrative":true,"complaint_id":"7353219","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2023-08-04T20:17:10.000Z","state":"NY","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Despite my numerous attempts to resolve this matter with the bank, no one from the fraud department has reached out to me and I <em>have</em> yet to receive a satisfactory resolution or even a proper explanation. \n\nBelow is a <em>detailed</em> <em>account</em> of the <em>events</em> that <em>have</em> <em>transpired</em> since the discovery of the fraudulent charges : On XX/XX/2023, I noticed several unauthorized transactions on my Citizens Bank credit card statement."]},"sort":[8.475503,"7353219"]},{"_index":"complaint-public-v1","_id":"8283033","_score":7.002046,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX XX/XX/2024 @ XXXX XXXX  XXXX I initiated a withdraw from my XXXX account, known as a XXXX I initiated this withdraw and selected my XXXX bank account XXXX and proceeded to withdraw the amount of {$2800.00} USD. \n\nIt was apparent early on in the process that something had gone wrong. I was initially taken back by the fact that the withdraws / cash-outs are always followed by a XXXX and passcode request before they are finalized and sent. In the case of this particular withdraw / cash-out I was never prompted for the XXXX verification or the passcode. This occurrence spurred me to immediately check on the ACH transaction. At first glance I thought there to be some sort of an error as the ACH appeared to have been sent to XXXX XXXX XXXX rather than XXXX XXXX. But further research revealed that indeed the ACH transfer was sent to an account that was # 1 No longer even connected to my XXXX account. # 2 An account that I previously held with XXXX XXXX XXXX through the XXXX XXXX More concerning was this account with Current XXXX XXXX XXXX XXXX account # XXXX had been closed 15 days prior. \n\nI quickly moved to inform XXXX that their system had errored, immediately I was met with resistance to my claim and blame for this occurrence placed on me selecting the wrong account. I insisted this was not the case and provided to XXXX a screenshot showing the accounts were no longer connected. I informed XXXX that I was never prompted for XXXX input prior to the ACH initializing. Still I was met with resistance to my claim and the claim that I selected the wrong account persisted. I then attempted to deliberately and intentionally send a {$2.00} transfer via ACH to the closed Current XXXX XXXX XXXX XXXX account XXXX and the XXXX system would not permit me to do this. I informed XXXX of this information and this did nothing to persuade them to reconsider what had transpired. Feeling as if I were beating a dead horse so to speak, I changed my focus and began requesting that XXXX move to stop the ACH transfer. I was incorrectly informed this was not possible. I attempted to escalate this request to a higher level knowing that the information I was being given was inaccurate. These efforts proved to be in vein as well. \n\nI felt again as I was accomplishing nothing with XXXX and once more changed my focus. I know moved to inform Current XXXX XXXX XXXX XXXX that an incoming ACH transfer was imminent and bound for my previously held account # XXXX. I provided the details of this transaction and advised Current XXXX XXXX XXXX XXXX. \n\nAS FOLLOWS : On XXXX XX/XX/2024 @ XXXX XXXX PST I advised Current XXXX XXXX XXXX XXXX that there was an incoming ACH transfer to my previously closed account XXXX. I provided the transaction details and further advised Current XXXX XXXX XXXX XXXX that this ACH transfer was sent in error and that they Current / XXXX XXXX XXXX were not the intended recipients. Further I advised they were to return this ACH transfer to the originator in its entirety immediately referencing XXXX XXXX XXXX. \n\nOn XXXX XX/XX/2024 @ XXXX XXXX PST I received a response to my message from Current XXXX XXXX XXXX XXXX asking me to identify my self. Including asking for my name, email address, last for of my account number. All this information was contained within the email that the individual was responding to. This is in addition to the fact that for more than a week prior to these most recent messages I had previously on multiple occasions advised Current XXXX XXXX XXXX XXXX that they were to return any and all direct deposits, ACH transfers or other deposits in any form. So this request for identity verification was nothing mote than an attempt to anger and frustrate me, On XXXX XX/XX/2024 @ XXXX XXXX  PST I received a notification from Current XXXX XXXX XXXX XXXX that read XXXX XXXX WE GOT YOUR {$2800.00} ACH DEPOSITI immediately sent an email stating that they must return that {$2800.00} deposit to the originator immediately. Again advising that they Current / XXXX XXXX were not the intended recipients of that ACH transfer. Again demanding that the ACH transfer be returned in accordance with XXXX rules and reference XXXX return code XXXX. \n\n\nThree days passed before Current XXXX XXXX XXXX XXXX would acknowledge receiving the ACH Transfer, even when I reported to them the notification announcing they received the transfer they denied sending the notification.. To this very moment I am still be asked for my address and phone number when contacting them. Its a stall tactics meant to anger and frustrate me. They have collected this {$2800.00} ACH transfer and at least two others but will not allow me to see an accurate detailed accounting of the formal account. They fabricated a statement indicating I was XXXX of dollars overdrawn which is preposterous in and of itself as their system will not allow one to become overdrawn. The statement they fabricated and sent to me was one that showed that - {$12000.00} had been drawn out and left me in arrears. Yet they failed to realize that the account was connected to one of my other accounts at one time and it showed where they indicated I was - {$15000.00} overdrawn, again this is an attempt to frustrate anger and deceive. They accuse me and the local XXXX, XXXX, XXXX and XXXX dealership of engaging in fraudulent activity. Absurdity, unsubstantiated and unfounded. They make these allegations yet they will not provide any details or facts. The fact of the matter is these people can cook statements and level unsubstantiated allegations all day long, however none of that excuses the fact that they were not authorized to accept these ACH transfers in my name. They were put on notice to return the ACH transfers within the time frame specified in the XXXX rules and regulations. There exist no excuse or reason that justifies the actions and blatant rule violations by Current XXXX XXXX XXXX XXXX. \n\nFor the record on XX/XX/2024 XXXX XXXX XXXX was directly made aware of these events and have as of yet taken no action to correct this situation. My last attempt to reconcile directly with XXXX XXXX XXXX was via telephone on XX/XX/2024 at XXXX PST. The call ended with the representative from XXXX XXXX XXXX XXXX XXXX team hanging up the phone on me. The customer service agent previously transferred me against my wishes to Current, whom after identifying me and viewing my information insisted I had just been sent emails regarding this issue and hung up. No emails were received. Stall, delay, frustrate, accuse, lie, anger, deceive, then rinse and repeat.","date_sent_to_company":"2024-02-06T05:57:47.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"971XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8283033","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2024-02-06T04:22:01.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They <em>have</em> collected this {$2800.00} ACH transfer and at least two others but will not allow me to see an accurate <em>detailed</em> <em>accounting</em> of the formal <em>account</em>. They fabricated a statement indicating I was XXXX of dollars overdrawn which is preposterous in and of itself as their system will not allow one to become overdrawn. The statement they fabricated and sent to me was one that showed that - {$12000.00} had been drawn out and left me in arrears."]},"sort":[7.002046,"8283033"]},{"_index":"complaint-public-v1","_id":"19627083","_score":6.6166134,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"Hello, I previously opened case # XXXX. It was closed upon the company 's response without any further attempt to clarify me for accuracy or to see if a resolution had been reached. Here is my response back to the company 's reply : Dear XXXX XXXX : I am in receipt of your letter sent on XX/XX/XXXX regarding my Liquidity Access Line Account ( XXXX Account No. XXXX ). I write to identify several significant inaccuracies and unresolved concerns in Morgan Stanley 's account of events, and to request written correction and remediation of each. \n\n\n\nI. MATERIAL INACCURACY REGARDING INTEREST RATE APPLICATION Your letter states that my fixed-rate promotion became effective on XX/XX/XXXX, but omits several key facts. I was expressly advised by a Morgan Stanley Virtual XXXX that I was required to draw funds before the promotional fixed rate would be applied, and that the fixed rate would be retroactively applied to the date of the advance. I borrowed the entire balance from my XXXX Account on a single day, under the fixed-rate promotional terms that were active and available to me at that time. There were no subsequent borrowings that would justify the application of different interest rate terms to any portion of my balance. It is also wholly inconsistent with the representations made to me that a deposit of funds made in response to Morgan Stanley 's own maintenance call would somehow trigger interest at a variable rate. I received no disclosure, oral or written, that any variable rate would apply during any interim period. \n\n\n\nThe persistence of a variable-rate balance of {$72.00} is either a system error in Morgan Stanley XXXX XXXX rate application protocols or an improper application of terms contrary to the promotional offer I accepted. While I appreciate the credit previously applied to my account, the variable rate line continues to accrue interest, now reflected as an additional {$0.00} charge, which I do not owe. Either scenario represents a serious problem that must be immediately corrected. \n\n\n\nXXXX. MISLEADING STATEMENTS REGARDING XXXX XXXX Your letter states that pledged securities XXXX be sold without prior notice to maintain required collateral levels. While this reflects a contractual right, the statement is misleading in context and omits facts that are central to my dispute. \n\n\n\nMorgan Stanley did provide me with advance notice of the XX/XX/XXXX maintenance call and explicitly offered me the option to satisfy the call by depositing funds. I exercised that option and deposited the full requested amount on the same calendar day. Critically, no firm deadline was specified in the notification. Morgan Stanley liquidated securities nonetheless, notwithstanding my timely, same-day response. \n\n\n\nBy invoking the contractual right to sell without notice while failing to acknowledge that notice was in fact given, that a cure option was offered, and that I complied with that option in a timely manner, your letter creates a false impression that my response was inadequate and that the liquidation was therefore appropriate. This is not a mere omission it is a material misrepresentation of what transpired. The issue is not whether Morgan Stanley has the contractual right to liquidate securities. The issue is why Morgan Stanley liquidated securities after I had already complied with the notice and cure option it provided, without having specified any deadline by which that cure was required. A party may not simultaneously invite curative action and then take adverse action against a client who responds to that invitation in good faith and in a timely manner.\n\nIII. ADDITIONAL OPERATIONAL FAILURES NOT ADDRESSED IN THE FIRM 'S RESPONSE Beyond the matters raised above, Morgan Stanley 's XX/XX/XXXX response fails entirely to address the following specific and documented concerns : XXXX. Liquidation of restricted securities : Morgan Stanley liquidated securities that were subject to documented trading blackout restrictions, of which I had provided the XXXX timely notice. The liquidation of restricted securities creates potential regulatory exposure and reflects a breakdown in the XXXX 's supervisory controls. This concern was not addressed in your response. \n\n\n\nXXXX. Inability to reach qualified personnel : During these active risk events, I was unable to reach Banking Associates with the authority to address time-sensitive account matters. I was instead transferred between Virtual Advisors and Financial Advisors who lacked either the authority or the system access to resolve urgent issues. Your letter 's reference to my conversation with XXXX XXXX and the acknowledgment that I \" confirmed understanding '' of standard processes does not constitute resolution of this failure. Understanding standard processes is not the same as agreeing that those processes were properly followed in my case. \n\n\n\nXXXX. Failure to authenticate maintenance call notifications : As I documented in my prior correspondence, including my email to Merrily XXXX ( XXXX ) dated XX/XX/XXXX, upon receiving the first maintenance call notification I immediately contacted Morgan Stanley by XXXX and in writing because the notification had arrived from an email alias I could not verify as an authentic Morgan Stanley communication. For a period of several days, no representative of the XXXX was able to confirm with any certainty that the communication had originated from Morgan Stanley. This directly and materially impaired my ability to respond to the early maintenance calls in a timely manner and reflects a significant failure by the XXXX to ensure the integrity and verifiability of its own client communications. This issue has never been acknowledged or addressed by the XXXX. \n\n\n\nIV. FAILURE TO RESPOND TO XXXX ESCALATION On XX/XX/XXXX, I escalated these concerns to XXXX XXXX XXXX, Chief Client XXXX, and followed up thereafter. I received no response not even an acknowledgment of receipt. While I did not expect XXXX XXXX to personally resolve operational matters, the complete absence of any response from XXXX leadership is deeply concerning and is inconsistent with the standards I would expect from a firm of Morgan Stanley 's standing. \n\n\n\nV. FORMAL REQUESTS Given the material inaccuracies in the XXXX XXXX XXXXXX/XX/XXXX response and the continued failure to resolve the substantive issues I have raised across multiple communications, I request the following : XXXX. Correction of interest rate error ( within XXXX business days ) : ( a ) Apply the fixed promotional interest rate to the entire borrowed balance, retroactive to the date of borrowing ; ( b ) Credit my account for all excess interest charges resulting from the improper variable-rate application, including the recently assessed {$0.00} charge ; and ( c ) Provide a detailed accounting showing the original incorrect calculations, the corrected calculations, and the resulting credit amount. \n\n\n\nXXXX. Substantive response to liquidation concerns ( within XXXX business days ) : ( a ) Provide the exact timestamps of the XXXX XXXX XXXX  and my deposit on XX/XX/XXXX ; ( b ) Address the liquidation of securities subject to documented trading restrictions and identify what remedial measures will be taken ; and ( c ) Confirm the Firm 's position on whether the liquidated shares will be restored, so that I XXXX determine how to proceed. \n\n\n\nXXXX. Account resolution and closure terms ( within XXXX business days ) : I believe Morgan Stanley has failed to meet its obligations to me as a client, including with respect to accurate accounting and the proper administration of my account. I request a payoff statement itemized by principal, interest, and fees ; written confirmation that no early termination fees or penalties will be assessed given the circumstances described herein ; and confirmation of a reasonable repayment window during which no additional charges will accrue and no further adverse action will be taken with respect to my pledged securities. \n\n\n\nXXXX. Formal acknowledgment of the email authentication failure ( within XXXX business days ) : I request written acknowledgment that the XXXX 's maintenance call notifications were sent from an email alias that could not be verified as authentic, that the XXXX 's own representatives were unable to authenticate those communications for a period of several days, and that this failure materially impacted my ability to respond to the early maintenance calls in a timely manner. \n\n\n\nVI. NEXT STEPS I have given Morgan Stanley ample opportunity to address these matters in good faith. The pattern of non-responsiveness, inaccurate representations, and failure to cure documented errors has left me with diminishing confidence that this dispute can be resolved without outside involvement. I am prepared to escalate these concerns to the appropriate regulatory agencies including the Office of the Comptroller of the Currency, the Consumer Financial Protection Bureau, and the Financial Industry Regulatory Authority and provide this notice as a matter of professional courtesy, affording the Firm one further opportunity to resolve these matters directly before such filings are made. \n\n\n\nXXXX. RESPONSE DEADLINES I request : Acknowledgment of receipt of this letter within XXXX business days ; Correction of the interest rate error within XXXX business days ; and Substantive written responses to all outstanding concerns within XXXX business days. \n\n\n\nPlease direct all responses to : XXXX Respectfully, XXXX XXXX XXXX Account XXXX. XXXX XXXX XXXX. XXXX","date_sent_to_company":"2026-02-19T18:21:21.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Personal line of credit","zip_code":"92336","tags":null,"has_narrative":true,"complaint_id":"19627083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MORGAN STANLEY & CO. LLC","date_received":"2026-02-19T18:16:21.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Here is my response back to the company 's reply : Dear XXXX XXXX : I am in receipt of your letter sent on XX/XX/XXXX regarding my Liquidity Access Line <em>Account</em> ( XXXX <em>Account</em> No. XXXX ). I write to identify several significant inaccuracies and unresolved concerns in Morgan Stanley 's <em>account</em> of <em>events</em>, and to request written correction and remediation of each. \n\n\n\nI."]},"sort":[6.6166134,"19627083"]},{"_index":"complaint-public-v1","_id":"2736456","_score":6.6068244,"_source":{"product":"Checking or savings account","complaint_what_happened":"Recently my wife had received information regarding XXXX XXXX and she thought it might be a good way to make a few extra bucks to use towards non-profit fundraising activities in which she participates. After she signed up she received a check in the mail on Friday XX/XX/XXXX, and was told to deposit the proceeds into our personal account and then withdraw funds to use for shopping and rating the experiences. The check was in the amount of {$2400.00}. \n\nOn Monday, XX/XX/XXXX, she deposited the check at the Capital One located on XXXX XXXX XXXX and understood they wanted her to withdraw the funds for the purpose of shopping to rate experiences at different businesses. XXXX initially misunderstood the instructions and withdrew the amount of {$200.00} and then made contact with the XXXX XXXX person to find out the next steps. The individual clarified that she was to withdraw {$2200.00} and purchase a {$20.00} XXXX card as her first assignment. She was asked to contact them again once the withdrawal was completed. \n\nThe following day, Tuesday XX/XX/XXXX she withdrew the {$2200.00} and was advised by the contact with the XXXX XXXX company that they would have various shopping assignments each day and to randomly select a number from 1 to 10. XXXX chose 3 and was instructed to text an address for the closest Capital One and XXXX XXXX XXXX to her location. At that time she was driving in the area near XXXX XXXX XXXX XXXX, so she provided the addresses for the Capital One at XXXX XXXX XXXX in XXXX and a XXXX XXXX XXXX located at XXXX XXXX XXXX. XXXX was then instructed to go to Capital One to deposit the {$2200.00} to account number XXXX under the name of XXXX XXXX and while making this transaction she was provided the task to rate her experience so that she could complete a survey rating the smartness of the cashier, customer service professionalism, reaction of personnel under pressure and any additional observations.This deposit was made the same day ( XX/XX/XXXX ). \n\nAt this point being charged with the task to perform the survey she deposited the proceeds as instructed and then let the party know the deposit was completed. They provided further instruction to photograph the deposit slip and make a detailed report to send with the copy of the deposit slip via email. She was then asked to write on the deposit slip \" cash deposited into correct account and ca n't be refunded '' with her full name, date & signature. They also provided an address to mail this to. This instruction made XXXX suspicious and after thinking through the entire turn of events she further researched the company name to find that the people she was dealing with were not operating in a manner consistent with how the XXXX XXXX company ( XXXX ) would have acted. \n\nShe decided to go to the branch on XXXX XXXX and speak to a XXXX about her concerns. She met with XXXX XXXX about an hour or XXXX after making the deposit at the other branch. XXXX XXXX let her know that he was able to obtain the original check back from the location on XXXX XXXX XXXX and also that the proceeds were still in the other account. XXXX also gave XXXX the envelope with the original {$200.00} and XXXX to equal the remainder of the original check deposited. Under suspicion that this was fraudulent activity XXXX took action and informed XXXX that the other account she deposited the {$2200.00} into was frozen so the proceeds could not be moved or withdrawn. Our account was also frozen until this mess could be sorted out.. \n\nAt this point I was contacted by my wife, XXXX, and made aware of what was going on. I left work to meet her at the Capital One so that I could get a better understanding of what had transpired and what would be the resolution. I was under the assumption and provided assurance from XXXX that we would not be liable for the fraud which my wife was victimized by and that once the matter was resolved our account would be no longer frozen. XXXX said this kind of activity was not uncommon and he was confident that the check we were given to deposit would turn out bad. He let us know that the matter would be turned over to the fraud department. \n\nOn Friday, XXXX XXXX XXXX called the fraud department for Capital One, but they had closed for the day. They returned her call Monday XXXX XXXX and she spoke to someone in the fraud department that informed her that XXXX should not have shared the information regarding the other account nor made any assurances that we would not be held responsible for any portion of the losses due to the fraudulent activity. The incident was explained to the fraud department then they gave us no expectations of what might occur next other than Capital One possibly holding us responsible for someone else 's fraud. \n\nSince the initial meeting with XXXX we have been unable to log in to access our accounts online. We have a Capital One credit card which XXXX was trying to pay, however our online access appeared to be suspended and she was provided a phone number to call. Each time she called she was referred to the fraud department. The credit card payment is past due and we have no means to pay online and do not receive paper statements. \n\nYesterday XXXX was finally able to log in and noticed that Capital One had debited our checking account for the amount of the bad check of {$2400.00} which left the account overdrawn by {$2200.00}. XXXX tried to contact XXXX going by the branch and she was told he would be there today. XXXX called the branch today and was told XXXX would not be in until this coming Monday. She was told by a banker that they would call her back within an hour to discuss this after they could find out what was going on with the fraud department. The banker never called back. Unfortunately we do not have the banker 's name.She also tried to call the fraud department yesterday and left a message which went unreturned. Capital One also charged the account {$35.00} for the deposit of the bad check yesterday as well. Later yesterday XXXX was able to view account transactions and noticed the balance had been credited for the {$35.00} and the negative balance of {$2200.00} was credited back resulting in a zero balance. The account was also closed. All we have are a few emails from the bank indicating we were overdrawn and we also have a Case Number XXXX which has something to do with their internal fraud investigation. \n\nWe went to the police department in XXXX Branch today and filed a report for the fraud and were provided incident number XXXX and met with Police Officer XXXX # XXXX. The phone number on the police officer 's card is XXXX. We were pretty much told there was nothing the police could do to assist us.While we were at the police department all of our account activity was wiped clean and we could no longer view any transaction history. \n\nWe also went by a branch asking for a District Manager 's contact information and were provided only an email address for a XXXX XXXX and when we tried to email them the email bounced back indicating no such address. We have tried to work with the bank, but they have not seemed willing or able to let us know any details as to what was going on. The past few days they have not been returning calls or being available when previously telling us they would be.. \n\nWe have concerns over how we are being treated as though we perpetrated the fraud, when we along with the bank were victimized. The bank however as previously informed by XXXX was successfully able to block the proceeds in the account in which the cash was deposited into and in addition, XXXX the local branch manager was given the envelope with the remaining {$200.00} to make Capital One whole. However our account remains locked where we can not manage our credit card and our existing balance of {$250.00} was inexplicably taken by the bank. It makes no sense to us that we got no notification of this pending action, nor why our funds would be taken by the bank when they had the deposit already secured from the other account.","date_sent_to_company":"2017-11-23T07:16:02.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"75234","tags":null,"has_narrative":true,"complaint_id":"2736456","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2017-11-23T01:43:21.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Our <em>account</em> was also frozen until this mess could be sorted out.. \n\nAt this point I was contacted by my wife, XXXX, and made aware of what was going on. I left work to meet her at the Capital One so that I could get a better understanding of what had <em>transpired</em> and what would be the resolution."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Company closed your <em>account</em>"]},"sort":[6.6068244,"2736456"]},{"_index":"complaint-public-v1","_id":"7172136","_score":6.452214,"_source":{"product":"Mortgage","complaint_what_happened":"I, XXXX XXXX XXXX, a living man, Executor of the minor estate XXXX XXXX XXXX, XXXX d/b/a XXXX XXXX XXXX as evinced by the Internal Revenue Service Employer Identification  Number XXXX, have reason to believe and do believe that multiple crimes are in progress against the minor estate d/b/a XXXX XXXX XXXX to contain without limits to : Counterfeit securities 18 USC 513 ; Illegal securitization 18 USC section 43 ; Aggravated identity theft 18 USC 1028a ; Misprision of treasury funds ; Misappropriation of treasury funds ; Hobbs Act violations ; Executive order 13818 violations ; RICO violations ; Sherman Anti Trust Act violations ; Emergency Banking Act violations ; Indentured Trustee Act violations ; Trading with the enemy act violations ; Illegal seizure of property - fourth amendment - constitution for the united states of America ; Illegal trade and commerce 15 USC section 1 , 15 USC section 1692e ; Tax evasion 15 USC section 47 ; Frauds and swindles 18 USC 1341 by way of artifice ( s ) ; Mail Fraud 18 USC 1342 use of fictitious name ( s ) and address ( es ) ; False personation 18 USC 911 ; Misfeasance/malfeasance in office 18 USC 3333 ; False statements 18 USC ch. 47 1001 ; Executor de son tort ; Usury 12 USC 86.\n\nThe dates are listed in the attached evidence. I realize mistakes are present in my process and instruments yet it does not change the facts of the crimes being perpetrated. Not a legal scholar, only a law abiding man on the land and soil known as Texas, living in harmony with divine law as set forth by XXXX, the only Sovereign and source of law I cognize. This is a brief overview and request that an agent-in-charge contact and depose me and take my first-hand testimony. Time is of the essence as foreclosure is set for 5 XX/XX/2023. \n\nAllow me to begin by stating that the Estate will gladly settle any and all debts immediately if the Estate receives the proper information that will allow it to do so as prescribed by law. \n\nLast year a request was made of COUNTRY WIDE FINANCE d/b/a/ XXXX XXXX to validate the debt they were claiming pertaining the property in question. XXXX XXXX was unable to produce the requested evidence. XXXX XXXX and its officers/representatives did accept two separate negotiable instruments with memorandums of law and instructions for their use. Here is where the error occurred due to lack of understanding on the amount of post duty on instruments. Nonetheless, they did not return the instruments and I have reason to believe and do believe that XXXX XXXX 's officers/representatives made the necessary corrections and did monetize/securitize these instruments, took them off ledger and did not issue a cash receipt for recoupment. Also, being the only signatory on the note, I amended the terms and stipulations of the unilateral contract as is my right because the social security number XXXX and my signature on the note created the funds to begin with. No money was ever lent to me rather it was the credit of the Estate that created the funds from the beginning. \n\nXXXX XXXX then sold the account, while in dispute, to XXXX XXXX XXXX. I have reason to believe and do believe that XXXX XXXX did not disclose the amendments to the note or anything else about the account being in dispute. \n\nSELENE FINANCE LP then presented XXXX XXXX XXXX with a service agreement which was rejected page by page. Valuable consideration was added, the stamp duty paid, by attaching the appropriate postage stamps ( lawful money ) to validate the rejection of their agreement and it was returned to them immediately. SELENE FINANCE LP has presented no other offers for consideration. \n\nSELENE FINANCE LP has continually engaged in mail fraud in attempts to extort Federal Reserve Notes from XXXX XXXX XXXX without a valid contract or agreement. All these attempts should be void for vagueness as the debtor, XXXX XXXX XXXX, can not speak and the real party in interest was never addressed. \n\nSELENE FINANCE LP then sold the account to XXXX XXXX XXXXXXXX ( foreclosure mill ) who is now proceeding to foreclose without any claim or validation of debt or contract with XXXX XXXX XXXX. Disregarding the amendments made to the unilateral note. \n\nRequests have been made of SELENE FINANCE LP and XXXX XXXX  XXXX to share with me pertinent information which would give rise for cause for the actions taken yet neither have been forth coming with vital facts that would allow remedy of the situation such as the indentured trust bank and the name and address of the trustee responsible and capable of settling the matter. My conversations with various sources have revealed hearsay evidence of a court hearing that transpired that I was totally unaware of as I was never given proper notice of such an event. SELENE FINANCE LP nor XXXX XXXX  XXXX will verify this nor give me a case number, a court name nor the name of the administrative adjudicator. This would, of course, mean the inferior court is ultra vires in action. It is my right to know these things. I received no notice of any of this.\n\nA UCC-11 search certifies that no liens exist against the debtor XXXX XXXX XXXX and XXXX have reason to believe and do believe that an Internal Revenue Service search via form 4506-t would prove beyond the shadow of a doubt that this alleged debt has a been discharged by SELENE FINANCE LP prior XXXX XXXX XX/XX/2023 as required by law via 1099c/1099a. My understanding is that no foreclosure or seizure of property can occur in the absence of a proper lien through the Uniform Commercial Code on record with the Secretary of State.\n\nFurthermore, these bad actors are enticing me to commit crimes and act as an enemy/combatant of the State by insisting that payment be made in Federal Reserve Notes. It is a well established fact that only negotiable instruments or gold/silver coin can act as legal tender to extinguish, discharge or offset of debt.\n\nFor the sake of brevity, this message is brief and not detailed. I request a response as time is of the essence. Again I request that a special-agent-in-charge depose me and take my first hand testimony for the official record as evidence.\n\nThat which was originally void does not, by lapse of time, become valid, maxims of law, Black 's Law Dictionary 4th Edition.\n\nOnce a fraud, always a fraud. maxims of law, Black 's Law Dictionary 4th Edition.\n\nIt is fraud to conceal a fraud maxims of law, Black 's Law Dictionary 4th Edition.\n\nFraud vitiates everything maxims of law, Black 's Law Dictionary 4th Edition.\n\nMay peace be with you. \n\nP.S. \nMonday, XXXX XX/XX/2023, XXXX XXXX. An email just arrived, NOTICE OF ACCELERATION AND NOTICE OF POSTING & FORCLOSURE. This is the first time I have ever laid eyes on this document. It was not properly served to me. \nThis document makes the claim that SELENE FINANCE LP bases its authority on a service agreement. I rejected their service agreement and returned it to them within 24 hours of receipt. The rejected service agreement is the most important piece of evidence. SELENE FINANCE LP has no valid service agreement! Repeat for emphasis : SELENE FINANCE LP has no valid service agreement to authorize this wrongful foreclosure! \nI have more files of evidence to share on reply/request.","date_sent_to_company":"2023-06-27T15:24:56.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"76051","tags":null,"has_narrative":true,"complaint_id":"7172136","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2023-06-27T14:48:25.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My conversations with various sources <em>have</em> revealed hearsay evidence of a court hearing that <em>transpired</em> that I was totally unaware of as I was never given proper notice of such an <em>event</em>. SELENE FINANCE LP nor XXXX XXXX  XXXX will verify this nor give me a case number, a court name nor the name of the administrative adjudicator. This would, of course, mean the inferior court is ultra vires in action. It is my right to know these things. I received no notice of any of this."]},"sort":[6.452214,"7172136"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":34,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":34}]}},"product":{"doc_count":34,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":11,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":10},{"key":"Savings account","doc_count":1}]}},{"key":"Mortgage","doc_count":11,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Home equity loan or line of credit (HELOC)","doc_count":5},{"key":"Conventional home mortgage","doc_count":2},{"key":"FHA mortgage","doc_count":2},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit card or prepaid 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