{"took":175,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":76,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"15375264","_score":18.866392,"_source":{"product":"Credit card","complaint_what_happened":"WHAT HAPPENED WITH CHASE BANK MASTERCARD CREDIT CARD DISPUTES : Chase Bank ( specifically their dispute team outsourced to a foreign XXXX country ) has been giving me the run-around for 72 days. I have called over 20 times requesting a resolution. I sent faxes from my local chase bank and sent a certified letter with no avail, No support, no assistance with this fraudulent disputed charge. Ive asked to speak to a manager multiple times, asked for evidence to why they closed the disputed charge case and they have not sent the evidence after several days. Absolutely unsatisfactory behavior on XXXX part. I have been an XXXX XXXX XXXX and Credit Card member in good standing for 15 years and to be treated this way is outrageous. \n\n\nSHORT SUMMARY OF COUNTERFEIT EVENTS THAT TOOK PLACE IN XXXX : A store front worker that claimed he worked at our resort ( but works his business in downtown XXXX XXXX XXXX on the Weekends ) asked my family to go into his familys business to purchase something to help him out. We went in & decided to purchase XXXX t-shirts and a kids toy totaling $ XXXX ( XXXX XXXX pesos ). I took out the Chase IHG Credit Card and tapped it. The merchant said it did not work & showed us the card reader which showed an error. He asked to try again contactless so i gave him my card and he tried contactless and also with the chip insert. It still showed error on his card reader. So I told him I would pay in cash. We paid {$40.00} in cash. After leaving ( there was no reception ), we received a text from Chase showing a fraud alert & we clicked no, that we did not authorize {$760.00}. But we did not click to close the credit card. We needed the credit card for the next day to check out of our XXXX XXXX in XXXX XXXX XXXX. We returned late to our resort ( the Wi-Fi wasnt working there ). The next morning, we found out that the Merchant XXXX XXXX XXXX XXXX in fact tried to charge our card multiple times for XXXX XXXX XXXX And succeeded in XXXX attempt and it had posted to my credit card account. \n\nMORE DETAILED SUMMARY : While visiting XXXX, we crossed paths in town with a man who introduced himself as XXXX and claimed he worked at our XXXX resort. He said he was off duty and not in uniform but offered to guide us to a local vendor. He recommended we use a credit card at the shop to help them avoid fees. We followed him to a shop not affiliated with the resort, where we selected XXXX color-changing T shirts for XXXX pesos about {$40.00} USD. The card machine failed to process the transaction and they blamed poor internet so we paid in cash. They threw in a small stuffed toy for our daughter as a courtesy. We never signed anything, and the purchase was completed in full using cash. Shortly after leaving and regaining service on my phone, I received a fraud alert from Chase asking me to verify a charge for {$650.00}. I responded No. I did not authorize that charge and immediately flagged it as unauthorized. Yet when the transaction later posted to my account, it showed a completely different amount {$760.00}, not the original {$650.00} that was initially flagged by Chase. Thats a nearly {$110.00} difference a discrepancy that was never explained. How did the amount under review suddenly change during the dispute process? A cash purchase for XXXX pesos was fraudulently processed on my card in US dollars at nearly 20x the actual value. The merchant submitted a forged signature, which I was never asked to verify. The amount under review changed from {$650.00} in the initial alert to {$760.00} in the final dispute, raising serious concerns about the integrity of the transaction or how Chase reviewed it. Chase ignored my immediate fraud response and accepted fraudulent documentation without proper investigation. \n\nXXXX The merchant fraudulently charged my Credit Card for {$760.00}. \n\nXX/XX/year> - We realized the fraudulent charge or mistake was made & immediately contacted Chase Bank & put in a dispute on Chase app, but it advised us to call Chase directly. Dispute Team only available on weekdays, so we could only speak to a different department & explain what happened. We were checking out of the resort, so they were able to give us a temporary credit limit increase to make up the difference. \n\nXX/XX/year> - We called Dispute Team immediately when their hours of operation became open. We explained what happened. We were not sure whether it had been a mistake by the merchant or fraudulent at first. So we only did a dispute and asked the dispute team if there was anything else they needed. They said they would be in contact. \nXX/XX/year> - Upon our return back to the states, I called chase dispute team for an update and if there was anything we needed to send in. They assured me that as soon as they needed something, they would contact me. \nXX/XX/year> - Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. \nXX/XX/year> - Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. \nXX/XX/year> -Called chase Dispute team for an update. They did not have an update and said they didnt need anything from me. \n\n* * XX/XX/year> -I received correspondence from Chase in the mail saying the dispute was closed in favor of the Fraudulent merchant. Did not receive any information as to why or any contact from Chase asking for evidence or anything. \n\nXX/XX/year> - I called Chase dispute team to tell them I received the letter stating they closed the dispute in favor of the merchant. The agent immediately said they closed it because the merchant had a signed receipt. We immediately told them it was fraud & wanted to open up a fraud case. And we told the agent we were very confused to why Chase/dispute team didnt try to contact us via, email, mail or phone and just closed it. I had been calling weekly looking for an update and they just closed it. The dispute team said we would have to mail a letter requesting them to re-open the dispute. We told them we were sure it was fraud because we never signed anything at all in the store. The dispute team kept saying that they could do nothing until we sent a letter to request to reopen the dispute case. Horrible Chase customer service. We asked to speak with a supervisor and they said they could return my call in 3-5 business days ( but didnt until 9 business days later ) XX/XX/year> - Called dispute team for Chase Bank requesting to re-open dispute case and that it was unlawfully closed. They acted like they could not understand me & It was very hard to understand as their accents were heavy. We asked for a supervisor and asked them to send the fraudulent receipt they claimed the merchant had. They said they couldnt do that until we sent them a letter requesting to re-open dispute. \n\nXX/XX/year> - Called Chase Bank ( in the states ) requesting to re-open dispute case and that it was unlawfully closed. An advisor tried to help and told us to type up what happened on the Chase APP secure messages and he would forward it on to the proper dept to speed up the process. \n\nXX/XX/year> - Called Chase Bank ( in the states ) to see if they received the email of the request to open the disputed charge case and they said they did not receive it and they only the dispute team ( foreign outsourced team could help us ) That no local chase bank nor no other dept could help us with the dispute case. \n\nXX/XX/year> -Called dispute team ( foreign outsourced team ) Chase Bank requesting to re-open dispute case and that it was unlawfully closed. They were not helpful. They said they did not receive email with request to re-open dispute case nor would they send us the fraudulent receipt. The said we would have to send in a letter to request to re-open dispute. \n\nXX/XX/year> - Called Chase Bank ( in the states ) manager, requesting to re-open dispute case and that it was unlawfully closed. They were able to pull up and find out that the dispute case was automatically closed due to not response from us ( the customer ). So I asked when they contacted us as we have not received any communication until XX/XX/year> in the mail stating our case was closed. Chase advisor apologized and claimed that they are getting a lot of fraudulent cases like this is XXXX & he would try to make it right and it seemed like our case fell through the cracks. He also mentioned that we could go to a Chase Bank and fax the letter to re-open dispute case. We were traveling at the time but as soon as we returned we planned to fax letter via Chase Bank. \n\nXX/XX/year> - Sent a Fax from Chase Bank to the dispute team requesting to reopen dispute case. \n\nXX/XX/year> -Chase Dispute team ( outsourced to XXXX XXXX ) manager finally called us back after 6 business days. Manager was not helpful. \n\nXX/XX/year> - Called Chase Bank requesting to re-open dispute case and that it was unlawfully closed. No progress. They had not received the Fax to re-open dispute. \n\nXX/XX/year> - Called for an update regarding the fax sent from a Chase Bank to the dispute team requesting to reopen dispute case. They had not received either & it had been over XXXX business days. \n\nXX/XX/year> - Sent a certified letter to the dispute team requesting to reopen dispute case. \n\nXX/XX/year> - Called ( dispute team in outsourced country ) for an update regarding fax sent from a Chase Bank to the dispute team. They had not received either & it had been over 9 business days. \n\nXX/XX/year> -Called again ( dispute team in outsourced country ) for an update regarding the fax sent from a Chase Bank to the dispute team. They had not received either & it had been over 10 business days. This Time the team member escalated/forwarded my call to a manager in the US. This manager was very helpful and told me/ explained to me what happened and that the transaction in XXXX was very wrong. He sees many things that show fraud. Transferred me to Chase Fraud Team & Chase said before I could change this case into a Fraudulent one, I need to receive the receipt in the mail, look at in and confirm its not my handwriting. The receipt should be in my mailbox in 5-7 business days. \n\nXX/XX/year> - After sending the certified letter and fax requesting them to re-open the disputed case I finally receive a message in my chase app showing there is a new dispute case on my Chase IHG card. \n\nXX/XX/year> - I receive a letter in the mail from the dispute team stating they received my request to re-open the dispute but We confirmed that the transactions you disputed were valid XX/XX/year> - called Chase Fraud team and told them the its been more than 7 business days & I have not received the fraudulent receipt ( the merchant said I signed ).","date_sent_to_company":"2025-08-19T18:03:33.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77396","tags":"Servicemember","has_narrative":true,"complaint_id":"15375264","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-08-19T16:53:14.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["XX/XX/year> - I receive a letter in the mail from the <em>dispute</em> <em>team</em> stating they received my request to re-open the <em>dispute</em> but We confirmed that the transactions you <em>disputed</em> were valid XX/XX/year> - called Chase Fraud <em>team</em> and <em>told</em> <em>them</em> the its been <em>more</em> than 7 business days & I have not received the fraudulent receipt ( the merchant said I signed )."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[18.866392,"15375264"]},{"_index":"complaint-public-v1","_id":"9385550","_score":17.36597,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have an online business bank account through Found. I used my debit card to purchase an office supply for less than {$40.00} on the evening of XX/XX/XXXX. The scam company ( XXXX  ) then charged me {$110.00} XXXX times until it hit insufficient funds on the XXXX try. They drained my bank account. \n\nI reported the fraud to Found the very next day, XX/XX/XXXX, via chat. They said I couldn't dispute the charges while they were pending. This was all done by chat, as Found doesn't supply a phone number unless you sign up for higher tiers. I had to sign up for a higher tier just to chat with someone real. \n\nSo, I waited for the charges to go through, then disputed each XXXX. I got a form email response for all XXXX disputes on XX/XX/XXXX ( I disputed the original {$39.00}, since by then I realized I was never going to get my item ). The emails said : \" XXXX received your request to dispute a {$110.00} transaction at XXXX on XX/XX/year>. \n\nA member of our disputes team will follow up after their initial investigation and XXXX ask for more information. \n\nIn the meantime, if you have additional evidence youd like to provide, please reply to this email and attach any relevant documentation. '' I checked after a few days via Found 's chat, and they told me that I might have to wait as long as XXXX business days. I checked again the next week, and was told the same thing. \n\nOn the XXXX business day, XX/XX/XXXX, I tracked down a phone number to call and ask what was going on. The person told me they would send some sort of message to someone in the risk department to provide an update for me. \nSo that day, I finally got an email from the Risk department at Found, which stated that I would have to provide evidence that I contacted the merchant, and also provide the merchant 's response. So, I emailed the scam company, and of course got an email bounce back, because it's a scam company. I've forwarded those emails to Found, and asked for clarification on their email, the part about needing a response from the merchant to be able to complete the investigation. Here 's that email : \" Thank you for your patience. \n\nI wanted to let you know that we've received your recent dispute. \n\nIn order to complete your dispute record, you'll need to submit written documentation ( email or chat ) showing your attempt to resolve this issue with the merchant directly. We will also need to see the merchant 's response to your inquiry. We will not be able to conclude this investigation until this evidence has been provided. \n\nPlease let me know if you have any questions here. '' I'm waiting to hear back from them because I just read on the FTC website that they are supposed to credit my account the money, except for {$50.00}, after XXXX business days while they continue to investigate. I was scammed out of {$1300.00}, and I feel like they are just trying to run out the clock on the investigation, and not have to credit me that money.","date_sent_to_company":"2024-06-29T18:30:22.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"91911","tags":null,"has_narrative":true,"complaint_id":"9385550","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Indie Technology DBA Found","date_received":"2024-06-29T18:01:12.000Z","state":"CA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["The emails said : \" XXXX received your request to <em>dispute</em> a {$110.00} transaction at XXXX on XX/XX/year>. \n\nA member of our <em>disputes</em> <em>team</em> will follow up after their initial investigation and XXXX ask for <em>more</em> information. \n\nIn the meantime, if you have additional evidence youd <em>like</em> to provide, please reply to this email and attach any relevant <em>documentation</em>. '' I checked after a few days via Found 's chat, and they <em>told</em> me that I might have to wait as long as XXXX business days."]},"sort":[17.36597,"9385550"]},{"_index":"complaint-public-v1","_id":"6865002","_score":16.8688,"_source":{"product":"Checking or savings account","complaint_what_happened":"I Contacted Chime Bank on XX/XX/2023 after I noticed 3 charges in my transactions that I did not initiate or authorize. I informed Chime that I did not recognize or authorize these transactions and also informed that I had misplaced my card at some point. I reported the three transactions for dispute and cancelled my debit card, then ordered a new one. Chime informed me that they would investigate the matter and I was eligible to receive a provisional credit and would by XX/XX/2023 if they were unable to resolve the dispute. \n\nI then received an email on XX/XX/2023, informing me that Chime concluded no error had been made and the claim was denied. I would also be able to request the documentation Chime used to determine this outcome. \n\nI requested the documentation and was informed that I would receive the documentation within 10 business days. I still have not received the documentation! \n\nAfter the initial claim was denied, I reached out to one of the vendors in regards to the charges. I informed the vendor that I did not authorize the charges and would like a refund. The vendor apologized and then informed me that I would need to contact my bank for a refund. I took screenshots of the chat transcript and contacted Chime. \n\nOn XX/XX/2023 Chime bank informed me that I could submit a rebuttal for the denied claim and email any supporting documentation. I emailed Chime and attached the screenshots indicating I reached out to the vendor and I forwarded the email from the vendor and submitted my rebuttal. I was then told Im still eligible for a provisional credit. \n\nOn XX/XX/XXXX, I received an email from Chime informing me that the claim was denied. I informed chime that I had submitted a rebuttal and I requested documentation from the first claim. I called Chime XX/XX/2023 and was informed that the rebuttal claim was denied. I then called Chime on XX/XX/2023 to submit a second rebuttal and asked Chime to remove one of the three charges from the claim because the amount was small ( {$30.00} ) and I would deal with the two remaining charges. I was informed that I was still eligible for a provisional credit by XX/XX/2023. \n\nOn XX/XX/2023 I received an email from Chime stating that I had withdrawn my claim. I called Chime and my call was escalated to a supervisor on the dispute team. I informed him that I still hadnt received paperwork from the first claim back in XXXX and that I didnt withdraw my claim. The supervisor then informed me that he would escalate the issue and ask for more information. I then emailed chime on XX/XX/2023 and requested for them to send me call logs from all conversations to indicate I had chosen to do withdrawal my claim. \n\nChime needs to do better and hold themselves acceptable to the deadlines they establish and deliver on promises they have in writing. There is no reason I have no obtained the supporting documentation used to determine the outcome of my claims.","date_sent_to_company":"2023-04-20T13:32:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48207","tags":null,"has_narrative":true,"complaint_id":"6865002","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-04-20T12:49:58.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I called Chime and my call was escalated to a supervisor on the <em>dispute</em> <em>team</em>. I informed him that I still hadnt received paperwork from the first claim back in XXXX and that I didnt withdraw my claim. The supervisor then informed me that he would escalate the issue and ask for <em>more</em> information. I then emailed chime on XX/XX/2023 and requested for <em>them</em> to send me call logs from all conversations to indicate I had chosen to do withdrawal my claim."]},"sort":[16.8688,"6865002"]},{"_index":"complaint-public-v1","_id":"3700144","_score":16.829815,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I took my XXXX XXXX XXXX XXXX in for repairs and explained in great detail on the concerns I was having with my vehicle, after leaving the car at the shop they deemed the transmission was bad and needed to be completely replaced. That was greater than what I initially suspected to be the issue, however I trusted the word of the mechanic as when we was explaining to me some of the symptoms I was most likely experiencing they all echoed what I had previously described to him. I provided them the green-light to move forward with the repairs as this was my primary means of transportation and had no options. \n\nThe work was completed on XX/XX/XXXX and I picked up my vehicle up on that date as quickly as I received the phone call as I was borrowing a co-workers car. While on my drive home, I began to notice the exact same issues. I returned to the shop and they tested the car and said that I now needed to get a tune up, feeling that I had no options, I agreed to have them perform the work. After a few more days, I received a call to pick up the car, surprising the same issues were still very apparent. When speaking to them, they agreed I would still experience the same issues and that I would need to drive it for a few days and the issues would resolve on their own, not completely agreeing with that approach, I decided to do just that. \n\nAfter a week of continuous contact with the shop, I took some time off of work to take the car back to the shop. At this point, they stated that the transmission went bad and needed to be replaced, to say the least I was shock but again limited with options. I told them that I understand that things like these are out of their control at times but to try to help me resolve this so that I didnt have to take any additional days off from work. They told me to continue to drive the car as there would not be any harm and they would order a new transmission and call me in a few days once it arrives. I never heard back from the shop and after multiple attempts to call and speak to the mechanic were unsuccessful, I decided to drive up there. Upon arrival I asked to speak to the mechanic, and although I could see him in the shop, was told he was unavailable, so I asked to speak with another mechanic or the shop manager to get a status on my transmission and was told that no one was available and that there was nothing more they could do for me at their shop and in short asked to leave. \n\nI was shocked and sat in my car for a little while trying to understand why someone would do such a thing and take advantage of someone in this manner. I gathered all my information and shared it with the team at Discover and opened a dispute. Discover advised me that I had signed the receipt acknowledging for the work to be done, that is correct, however my signature was for the serviced to be performed as decided, for which they were not. \n\nI took it upon myself to take my vehicle to another shop and they deemed that the transmission was truly bad, however that it had NEVER been replaced. They provided me with documentation to support their findings and I provided that to Discover to support my dispute. Discover provided me with the same response of the signed agreement and I didnt feel that I could provide any evidence to have them take any additional time to review. \n\nDisputed Charges : XXXX XXXX XXXX XXXX XXXX : {$1500.00} XXXX XXXX/XXXX-XXXX  : {$400.00}","date_sent_to_company":"2020-06-15T20:49:11.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"21045","tags":null,"has_narrative":true,"complaint_id":"3700144","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2020-06-15T20:10:27.000Z","state":"MD","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["They provided me with <em>documentation</em> to support their findings and I provided that to Discover to support my <em>dispute</em>. Discover provided me with the same response of the signed agreement and I didnt feel that I could provide any evidence to have <em>them</em> take any additional time to review. \n\n<em>Disputed</em> Charges : XXXX XXXX XXXX XXXX XXXX : {$1500.00} XXXX XXXX/XXXX-XXXX  : {$400.00}"],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[16.829815,"3700144"]},{"_index":"complaint-public-v1","_id":"10411618","_score":16.439041,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Good afternoon, I called your customer service to get to the bottom of certain accounts in my credit report being disputed that I did not initiate or ask for. I notice all my XXXX accounts whether closed or opened were disputed along with my XXXX and XXXX XXXX accounts. The XXXX and XXXX XXXX accounts I noticed your agent did remove the comments and remarks. They all remain on my XXXX accounts. Your agent lied and said that I made the request from a dispute I put through earlier but they could not provide me with this proof. It is because they do not exist, besides XXXX I have not disputed any other accounts on my profile, only personal information such as telephone and addresses, etc. I informed your agent and they said this would not be the reason for the dispute. I lost multiple positive account history from XXXX due to this. All I am asking for at this particular moment in time is to have the comments and remarks removed from all the accounts on my credit report. These were fraudulently initiated by your company and you are again violating my consumer rights. Again only XXXX was initiated by me, you can remove the remark and comments from this account as well if I am entitled to that. If I do not have that right I am ok with that, but all the remaining accounts I want it justifiably wiped off. \n\nSecondly, you never provided me proof that I initiated these disputes. I still require your proof of these disputes. My credit score has dropped significantly from reports being removed off my report from your false disputing of my credit report accounts. I have contacted XXXX  about the matter and they will not put my positive accounts back on my report because they assume I disputed the accounts even though I made it clear it was fraudulently done by the credit agency. They want proof from me. So I need proof from you that I made this dispute as you have stated I have. \n\nYou have yet to supply me this information that I asked for over the phone, so now I am doing it online for a paper trail. You already have my XXXX account reporting inaccurate after multiple disputes, and have not reported it correctly or removed the account entirely. Instead still false information continuously reporting and strengthening my case I am working on against you. However, this is not about that XXXX account, even though when we meet in court all this will be used against your company. \n\nI look forward to your \" findings '' and the reasoning why all these accounts where fraudulently disputed. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have documentation from them proving they did not initiate or do any monthly updating of these accounts. Please call them again on your behalf and get your data furnishing correct! Your agent told me your information was already correct and furnished from XXXX, so I asked to speak to a XXXX. The XXXX then got on the phone with me and he iterated the same bull and lies as the agent. Not already knowing I talked with XXXX. When confronting him with this he got silent, defensive ( he was already rude with a nasty demeanor for a team leader ) and started stammering over his words. He acknowledged I caught him in a lie, said it's nothing he could or would do and I have to deal with XXXX to get it put back on my report and that's all. No accountability, no trying to make it right, and No motivation to correct the false reporting and disputing of my credit report. \n\nIf this is legal and allowed someone let me know and show me proof of this. I still have all copy of my disputes and all replies from you. In not XXXX dispute or reply from you does it mention XXXX accounts, and previously XXXX XXXX or XXXX. So why were they disputed?? \nI only challenged the accuracy of my XXXX accounts and you further made them more inaccurate then before. I am just tired of disputing that XXXX account for now, I am let you keep reporting it fraudulently after your findings, I will get paid and retribution for that soon, I am patiently playing the long game. A lawyer will get me much more than I can get myself, the more time that passes the more the bill is going up. \n\nAll I wanted was fair and accurate information on my credit report and you are purposely not following FCRA law. You once accused me of having credit fixers or some bs and sorry to burst your bubble, it's only me here. XXXX XXXX XXXX! No AI, no outside help, only my XXXX XXXX. I do not need credit help, only mistakes on my credit now are from your doings, the prior mistakes you updated them to be new, but again still not accurate. I am waiting on some more documents from XXXX and XXXX XXXX before I proceed to attack you on the reporting of this account, in due time. \n\nIn the meanwhile, fix the statements on my credit report. Remove the prior referenced remarks from said accounts. Time to fix up some of your errors. I get it, you are probably in over your head with countless disputes, stressed home life and being poorly paid for the importance of your duties. All that blows, I can relate. People make mistakes, accidents happen, but to continue forward and not fix the problems at hand only puts more work on all of our plates. Especially with someone like me who knows holiday season is here. if I need to send in notarized mail to continuing pursuing these accounts I will. Just know I am coming with like XXXX plus page disputes, nothing short like this online dispute. If I have to work and work hard to my fair treatment I am entitled too, then I guarantee who ever gets my future disputes are gon na be put to work as well. \n\nThank you for your time, I look forward to your response of my dispute. And I look forward to future communications as well. Have a great day, filled with deserved karma! Whether good or bad, that's up to you. Take care.","date_sent_to_company":"2024-10-10T19:30:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"19111","tags":null,"has_narrative":true,"complaint_id":"10411618","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-10-10T19:30:21.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I look <em>forward</em> to your \" findings '' and the reasoning why all these accounts where fraudulently <em>disputed</em>. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have <em>documentation</em> from <em>them</em> proving they did not initiate or do any monthly updating of these accounts. Please call <em>them</em> again on your behalf and get your data furnishing correct!"]},"sort":[16.439041,"10411618"]},{"_index":"complaint-public-v1","_id":"10411297","_score":16.435856,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Good afternoon, I called your customer service to get to the bottom of certain accounts in my credit report being disputed that I did not initiate or ask for. I notice all my XXXX accounts whether closed or opened were disputed along with my XXXX and XXXX XXXX accounts. The XXXX and XXXX XXXX accounts I noticed your agent did remove the comments and remarks. They all remain on my XXXX accounts. Your agent lied and said that I made the request from a dispute I put through earlier but they could not provide me with this proof. It is because they do not exist, besides XXXX I have not disputed any other accounts on my profile, only personal information such as telephone and addresses, etc. I informed your agent and they said this would not be the reason for the dispute. I lost multiple positive account history from XXXX due to this. All I am asking for at this particular moment in time is to have the comments and remarks removed from all the accounts on my credit report. These were fraudulently initiated by your company and you are again violating my consumer rights. Again only XXXX was initiated by me, you can remove the remark and comments from this account as well if I am entitled to that. If I do not have that right I am ok with that, but all the remaining accounts I want it justifiably wiped off. \n\nSecondly, you never provided me proof that I initiated these disputes. I still require your proof of these disputes. My credit score has dropped significantly from reports being removed off my report from your false disputing of my credit report accounts. I have contacted XXXX  about the matter and they will not put my positive accounts back on my report because they assume I disputed the accounts even though I made it clear it was fraudulently done by the credit agency. They want proof from me. So I need proof from you that I made this dispute as you have stated I have. \n\nYou have yet to supply me this information that I asked for over the phone, so now I am doing it online for a paper trail. You already have my XXXX account reporting inaccurate after multiple disputes, and have not reported it correctly or removed the account entirely. Instead still false information continuously reporting and strengthening my case I am working on against you. However, this is not about that XXXX account, even though when we meet in court all this will be used against your company. \n\nI look forward to your \" findings '' and the reasoning why all these accounts where fraudulently disputed. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have documentation from them proving they did not initiate or do any monthly updating of these accounts. Please call them again on your behalf and get your data furnishing correct! Your agent told me your information was already correct and furnished from XXXX, so I asked to speak to a XXXX. The XXXX then got on the phone with me and he iterated the same bull and lies as the agent. Not already knowing I talked with XXXX. When confronting him with this he got silent, defensive ( he was already rude with a nasty demeanor for a team leader ) and started stammering over his words. He acknowledged I caught him in a lie, said it's nothing he could or would do and I have to deal with XXXX to get it put back on my report and that's all. No accountability, no trying to make it right, and No motivation to correct the false reporting and disputing of my credit report. \n\nIf this is legal and allowed someone let me know and show me proof of this. I still have all copy of my disputes and all replies from you. In not XXXX dispute or reply from you does it mention XXXX accounts, and previously XXXX XXXX or XXXX. So why were they disputed?? \nI only challenged the accuracy of my XXXX accounts and you further made them more inaccurate then before. I am just tired of disputing that XXXX account for now, I am let you keep reporting it fraudulently after your findings, I will get paid and retribution for that soon, I am patiently playing the long game. A lawyer will get me much more than I can get myself, the more time that passes the more the bill is going up. \n\nAll I wanted was fair and accurate information on my credit report and you are purposely not following FCRA law. You once accused me of having credit fixers or some bs and sorry to burst your bubble, it's only me here. XXXX XXXX XXXX! No AI, no outside help, only my XXXX XXXX. I do not need credit help, only mistakes on my credit now are from your doings, the prior mistakes you updated them to be new, but again still not accurate. I am waiting on some more documents from XXXX and XXXX XXXX before I proceed to attack you on the reporting of this account, in due time. \n\nIn the meanwhile, fix the statements on my credit report. Remove the prior referenced remarks from said accounts. Time to fix up some of your errors. I get it, you are probably in over your head with countless disputes, stressed home life and being poorly paid for the importance of your duties. All that blows, I can relate. People make mistakes, accidents happen, but to continue forward and not fix the problems at hand only puts more work on all of our plates. Especially with someone like me who knows holiday season is here. if I need to send in notarized mail to continuing pursuing these accounts I will. Just know I am coming with like XXXX plus page disputes, nothing short like this online dispute. If I have to work and work hard to my fair treatment I am entitled too, then I guarantee who ever gets my future disputes are gon na be put to work as well. \n\nThank you for your time, I look forward to your response of my dispute. And I look forward to future communications as well. Have a great day, filled with deserved karma! Whether good or bad, that's up to you. Take care.","date_sent_to_company":"2024-10-10T19:30:33.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"19111","tags":null,"has_narrative":true,"complaint_id":"10411297","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-10-10T19:30:21.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I look <em>forward</em> to your \" findings '' and the reasoning why all these accounts where fraudulently <em>disputed</em>. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have <em>documentation</em> from <em>them</em> proving they did not initiate or do any monthly updating of these accounts. Please call <em>them</em> again on your behalf and get your data furnishing correct!"]},"sort":[16.435856,"10411297"]},{"_index":"complaint-public-v1","_id":"10407457","_score":16.435856,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Good afternoon, I called your customer service to get to the bottom of certain accounts in my credit report being disputed that I did not initiate or ask for. I notice all my XXXX accounts whether closed or opened were disputed along with my XXXX and XXXX XXXX accounts. The XXXX and XXXX XXXX accounts I noticed your agent did remove the comments and remarks. They all remain on my XXXX accounts. Your agent lied and said that I made the request from a dispute I put through earlier but they could not provide me with this proof. It is because they do not exist, besides XXXX I have not disputed any other accounts on my profile, only personal information such as telephone and addresses, etc. I informed your agent and they said this would not be the reason for the dispute. I lost multiple positive account history from XXXX due to this. All I am asking for at this particular moment in time is to have the comments and remarks removed from all the accounts on my credit report. These were fraudulently initiated by your company and you are again violating my consumer rights. Again only XXXX was initiated by me, you can remove the remark and comments from this account as well if I am entitled to that. If I do not have that right I am ok with that, but all the remaining accounts I want it justifiably wiped off. \n\nSecondly, you never provided me proof that I initiated these disputes. I still require your proof of these disputes. My credit score has dropped significantly from reports being removed off my report from your false disputing of my credit report accounts. I have contacted XXXX  about the matter and they will not put my positive accounts back on my report because they assume I disputed the accounts even though I made it clear it was fraudulently done by the credit agency. They want proof from me. So I need proof from you that I made this dispute as you have stated I have. \n\nYou have yet to supply me this information that I asked for over the phone, so now I am doing it online for a paper trail. You already have my XXXX account reporting inaccurate after multiple disputes, and have not reported it correctly or removed the account entirely. Instead still false information continuously reporting and strengthening my case I am working on against you. However, this is not about that XXXX account, even though when we meet in court all this will be used against your company. \n\nI look forward to your \" findings '' and the reasoning why all these accounts where fraudulently disputed. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have documentation from them proving they did not initiate or do any monthly updating of these accounts. Please call them again on your behalf and get your data furnishing correct! Your agent told me your information was already correct and furnished from XXXX, so I asked to speak to a Supervisor. The Supervisor then got on the phone with me and he iterated the same bull and lies as the agent. Not already knowing I talked with XXXX. When confronting him with this he got silent, defensive ( he was already rude with a nasty demeanor for a team leader ) and started stammering over his words. He acknowledged I caught him in a lie, said it's nothing he could or would do and I have to deal with XXXX to get it put back on my report and that's all. No accountability, no trying to make it right, and No motivation to correct the false reporting and disputing of my credit report. \n\nIf this is legal and allowed someone let me know and show me proof of this. I still have all copy of my disputes and all replies from you. In not one dispute or reply from you does it mention XXXX accounts, and previously XXXX XXXX or XXXX. So why were they disputed?? \nI only challenged the accuracy of my XXXX accounts and you further made them more inaccurate then before. I am just tired of disputing that XXXX account for now, I am let you keep reporting it fraudulently after your findings, I will get paid and retribution for that soon, I am patiently playing the long game. A lawyer will get me much more than I can get myself, the more time that passes the more the bill is going up. \n\nAll I wanted was fair and accurate information on my credit report and you are purposely not following FCRA law. You once accused me of having credit fixers or some bs and sorry to burst your bubble, it's only me here. XXXX XXXX XXXX! No AI, no outside help, only my financial advisor. I do not need credit help, only mistakes on my credit now are from your doings, the prior mistakes you updated them to be new, but again still not accurate. I am waiting on some more documents from XXXX and XXXX XXXX before I proceed to attack you on the reporting of this account, in due time. \n\nIn the meanwhile, fix the statements on my credit report. Remove the prior referenced remarks from said accounts. Time to fix up some of your errors. I get it, you are probably in over your head with countless disputes, stressed home life and being poorly paid for the importance of your duties. All that blows, I can relate. People make mistakes, accidents happen, but to continue forward and not fix the problems at hand only puts more work on all of our plates. Especially with someone like me who knows holiday season is here. if I need to send in notarized mail to continuing pursuing these accounts I will. Just know I am coming with like 50 plus page disputes, nothing short like this online dispute. If I have to work and work hard to my fair treatment I am entitled too, then I guarantee who ever gets my future disputes are gon na be put to work as well. \n\nThank you for your time, I look forward to your response of my dispute. And I look forward to future communications as well. Have a great day, filled with deserved karma! Whether good or bad, that's up to you. Take care.","date_sent_to_company":"2024-10-10T19:30:12.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"19111","tags":null,"has_narrative":true,"complaint_id":"10407457","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-10-10T17:55:56.000Z","state":"PA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I look <em>forward</em> to your \" findings '' and the reasoning why all these accounts where fraudulently <em>disputed</em>. Oh and please don't say what your agent said over the phone that my creditor initiated it. I already have <em>documentation</em> from <em>them</em> proving they did not initiate or do any monthly updating of these accounts. Please call <em>them</em> again on your behalf and get your data furnishing correct!"]},"sort":[16.435856,"10407457"]},{"_index":"complaint-public-v1","_id":"5378355","_score":16.37306,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I used Chime 's pay friends feature to transfer {$1400.00} to my brothers phone number XXXX for our mortgage payment, His name is XXXX XXXX. For some reason, chime sent the payment to a chime member by the name of XXXX XXXX. I didn't realize that chime had made this error until XX/XX/XXXX when my brother called and asked what happened to the money I was supposed to send him for the mortgage. I immediately contacted Chime to dispute the transfer and return the XXXX cancel the pay friends transfer and return the money so I could make the mortgage payment. \nOn XX/XX/XXXX I got an email from Chime stating that pay friends transactions could not reversed and that I needed to contact the Chime member directly to request that he return the funds that chime sent him by mistake. I followed their instructions and immediately sent in a direct request to the Chime member who received the funds funds and asked that they get returned. I sent in several requests in fact, but I never heard back from the chime member. \nChime never issued me a temporary credit. They never attempted to contact the Chime member themselves, Instead on XX/XX/XXXX they sent an email stating that no error occurred on their end and therefore the funds would not be reversed and that they considered the matter closed. \nI immediately requested the documentation that Chime used in their decision, and found that the dispute team believed that I knowingly paid the wrong person based on their internal view of what the Chime app looks like from their perspective, not even acknowledging the fact that my view as a chime member of what the app looks like and who I was paying was and is completely different then theirs. \nOver the next 7 months I spent over 30 hours talking to dispute department managers and composing emails, and submitting rebuttal documents to the disputes team to reverse their decision. Every manager I spoke with agreed that the error was not my fault, but none of them could put me in contact with the dispute team handling my case. \nI sent in a step by step description, including screenshots of the phone number and name of the person that I intended to pay, but the disputes team said that I was not providing them with any new information and therefore would not reverse the transaction and give me back my money. \nI am attaching the screenshots that irrefutably proves that this error was Chime 's fault. Below please find the final letter that I sent Chime 's disputes department : ( I have received and reviewed the documents that Chime used in determining the outcome of the above referenced claim. Attached please find The documents that chime used entitled ChimeView and another document that Shows that the document used are not what I saw when I authorized and verified the pay to Friends transaction that Im disputing. \nThe Chime document shows that I initiated and confirmed a transaction to chime member XXXX and no error was made and therefore chime could not reverse the transaction. \nI did not initiate a transaction to chime member XXXX XXXX Please see the first page of the attached document entitled chimecustomerview. At the top of the screen shot of the chime app on the first page it shows that I initiated a transaction to a phone number not to a chime member. Underneath the phone number, under the heading all contacts, it shows XXXX XXXX. That name popped up after I typed in the phone number of the person I wanted to pay. My brothers name is XXXX XXXX, he owns the phone number that I typed in, and he is the person that I intended to pay. \nThe second page of the same document shows a screenshot of the Chime app after I chose XXXX XXXX as the person I wanted to pay. The screenshot shows that I am initiating a payment for one dollar, and the explanation under the payment amount shows that I am paying that dollar so I could show the Chime dispute team solid evidence That I typed in my brothers phone number, his name came up, and that I was initiating a payment to my brother, XXXX XXXX. \nThe Screenshot on page 3 of the same document is what The app showed me after I hit the pay button shown in the screenshot on page 2 of this document. At the bottom of the screenshot theres a button that says pay XXXX {$1.00}. \nPlease note at the top of both the 2nd and 3rd Screenshots from the chime app The name XXXX XXXX appears, not XXXX XXXX and at the bottom of the third screenshot the button says pay XXXX {$1.00}, and there is no mention of this XXXX \nThe fourth and final screenshot on the fourth page of the same document is a screenshot of the chime app showing my recent transactions right after I hit the button pay XXXX {$1.00}. It shows a transfer of one dollar to XXXX XXXX \nI dont know XXXX XXXX and the phone number that I typed in to initiate the pay friends request does not belong to XXXX XXXX The phone number that I typed in to initiate the pay friends transfer located at the top of the screenshot on page 1 has belonged to XXXX XXXX for more than 20 years. \nI have been attempting to get this money put back in my account now for more than three months. I have been transferred to and spoken to three managers on the floor of the Chime dispute department. All three managers have told me that this is clearly an error in the chime system, and that This issue was not my fault. I have requested to speak directly with the dispute investigators, But I have been told that not even the dispute department managers Cant talk directly with dispute investigators, and the only way they could be reached is through email. If the dispute department managers can understand that this is a Chime error, why cant the investigators? \nPlease reverse this pay to friends transaction immediately and return the {$1400.00} to my account. These funds were for our mortgage payment, and the fact that chime sent them to the wrong person, and has not returned them for over three months, has caused late payments and return item fees of over {$600.00} and over 30 hours of time waiting on hold, talking to chime representatives, and composing emails. \nThank you in advance for your assistance in this matter, and I look forward to seeing the money back in my account very soon. ) Chime 's error has caused irreparable damage to my credit, hundreds of dollars in late fees, and ruined my relationship with my brother, the intended recipient of the funds they sent to the wrong person.","date_sent_to_company":"2022-03-28T16:16:14.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"953XX","tags":null,"has_narrative":true,"complaint_id":"5378355","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2022-03-28T16:01:18.000Z","state":"CA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I immediately requested the <em>documentation</em> that Chime used in their decision, and found that the <em>dispute</em> <em>team</em> believed that I knowingly paid the wrong person based on their internal view of what the Chime app looks <em>like</em> from their perspective, not even acknowledging the fact that my view as a chime member of what the app looks <em>like</em> and who I was paying was and is completely different then theirs."]},"sort":[16.37306,"5378355"]},{"_index":"complaint-public-v1","_id":"3757701","_score":16.025772,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/XXXX, I went into business with a merchant to began a XXXX XXXX XXXX. We signed a contract that stated after 3 months of our engagement my app   would be fully delivered and code would be transferred over to me. I paid a deposit of {$1500.00} to begin the work. After 3 months, that contract was breached, and the merchant never delivered a finished product or code. I decided to give the merchant a couple of more months due to him not being competent enough to understand my scope of work. Little progress began happening once I began threatening to cut all ties with the merchant. I made all payments, as agreed upon via the contract, on time. During the months that followed, the merchant requested that i make payments across 3 different payment platforms due to him wanting to escape fees. During the development process, XXXX XXXX ( Business - XXXX XXXX XXXX worked with a development team to actually complete the work. \n\nThe merchant 's responsiveness began to fade. Come the end of XXXX and the beginning of XX/XX/XXXX, I received a call from the development team who said they were going to terminate work on my app if the merchant did not pay them from the money i was paying him ( he had a contract with them ). They advised me to wait it out for a couple of weeks and if nothing was resolved, I should move forward and try to collect my funds.So we both waited it out. \n\nThe merchant, once again, failed to uphold his side of both of his contractural agreements. I went ahead and contacted the merchant to request a refund and end my relationship with him. In our text conversation ( as at the time the merchant was unable to take a call ), the merchant mentions that \" ... I will be happy to give you a refund so you can move forward. I will be in touch ''. I asked the merchant when i'd be able to see the refund and he was unable to give me a time/date. I contacted an attorney and paid {$200.00} to receive a Demand Letter to send to the merchant. The merchant refused to respond to the demand letter. After several attempts to resolve the matter on my end, I opened disputes with each payment platform where payments were made ( this equated to {$500000.00} ). All of the payment platforms resolved the disputes in my favor ( and i have proof of that ). Citibank, however, immediately ruled in the merchant 's favor because he responded back saying \" he was able to deliver the code to me ''. This is why I am writing this complaint about CitiBank. \n\nIt would be months thereafter, where the burden of proof would lie on my lap to prove to Citibank, a financial institution i have been with well over a decade, that the merchant was a fraud and could not fulfill his response. For weeks, I monitored the status of the dispute and each time I provided proof of a demand letter, proof of other banks rulings in my favor, the text from the merchant saying he would give me a refund via text, and breached contract. All of which were insufficient by the investigators on the Citibank side. I decided to call to speak to a supervisor on XX/XX/XXXX. His name was XXXX. He advised me that if i could provide proof ( letter or email ) from the development team that they terminated my work due to XXXX XXXX not paying them, that would be sufficient in my case against the merchant. On XX/XX/XXXX, I asked the development team to send me a written form of documentation to prove my case. They sent that to me and I sent that to CitiBank. \n\nOn XX/XX/XXXX, I called to confirm that my additional information for received by Citibak. I spoke to another supervisor by the name of XXXX. She confirmed that my document was recieved, thanked me for going through the lengths that I did to provide the email from the development team and ensured me, as all other had at Citi who I spoke to about this matter, that Citi would diligently work to see this in my favor ( this, of course, was a little unbelievable considering all of the hoops I had to go through as their customer to prove that the one piece of information from the merchant could not be fulfilled ), I'd like to add that the code is currently in the possession of the 3rd party Development team - who the merchant refused to pay. There was no way the merchant could deliver my code. He lied to CitiBank and they still took his side. \n\nI waited out a decision and on XX/XX/XXXX, I once again received the typical notice \" we have ruled in the merchant 's favor ''. I was told that I needed a written statement from the merchant that said he would refund me a total of {$1500.00}. This is impossible. If i was able to receive such a document from the merchant, i probably would not have opened a dispute in the first place. In that regard, one would assume that the merchant saw the error of his ways, and I would not have had to go through such great lengths to get my funds.Citi 's request of me is unreasonable by far. I can't imagine that any merchant would provide that to a customer who they are trying to get over on. \n\nThe other payment platforms asked for proof that the merchant could provide the code to me. This was satisfactory in my case because the merchant had to prove that he could deliver on his promise. Because he had no proof, due to him scamming the 3rd party development team, the merchant lost every single case I opened. \n\nCitiBank failed me completely and let a fraudulent merchant - XXXX XXXX of XXXX XXXX XXXX keep my funds. They put me through so much to prove that this merchant was fraudulent. There was zero requests from the merchant to prove that he did not XXXX me over. I provided overwhelming explanations and documentation. Because I was unable to get a civilized letter from the scammer merchant saying he'd give me a refund in the amount I was disputing - which is ridiculous at best because at that point there would be no need for me to open a claim since one would assume if I was able to get such documentation me and the merchant would have a great relationship and see eye to eye, Citibank sided with the merchant. The request from Citibank is ridiculous. \n\nI am Citibank 's customer and I was let down greatly. I provided an entire text thread where the merchant mentioned that he would refund me. That was insufficient for CitiBank. \n\nI am highly disappointed and will be seeking to close out my account with them. I have never felt so unsupported by a company in my life.","date_sent_to_company":"2020-07-22T12:03:41.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30309","tags":null,"has_narrative":true,"complaint_id":"3757701","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-07-22T11:07:47.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["He advised me that if i could provide proof ( letter or email ) from the development <em>team</em> that they terminated my work due to XXXX XXXX not paying <em>them</em>, that would be sufficient in my case against the merchant. On XX/XX/XXXX, I asked the development <em>team</em> to send me a written form of <em>documentation</em> to prove my case. They sent that to me and I sent that to CitiBank. \n\nOn XX/XX/XXXX, I called to confirm that my additional information for received by Citibak."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[16.025772,"3757701"]},{"_index":"complaint-public-v1","_id":"14203496","_score":15.911572,"_source":{"product":"Mortgage","complaint_what_happened":"Sent official letter to CMG requesting additional documention. Below is the letter sent to them on XX/XX/year>. ADDITIONALLY I spoke with the executive resolutionist team and infomred him that the call would be recorded. I asked the quetsions below and he was not able to provide answers. I was told he would escalate to his manager and would receive an email or message through the message portal but I was never contacted through any avenue.\n\nThank you for your response and for clarifying the PMI removal process. However, I still have several concerns regarding how my property improvements were categorized and the reasoning provided for not waiving the two-year seasoning requirement. As this is an official dispute regarding the denial of my PMI removal request, I request that this letter be processed as such in accordance with applicable federal and state laws. \n\nSubstantial Improvements and the Homeowners Protection Act ( HPA ) : I understand that the Homeowners Protection Act ( HPA ) provides the right to request PMI removal once the loan reaches two years and the loan-to-value ( LTV ) ratio reaches 80 % or less, based on the current property value. However, I would like to request further clarification on how the substantial improvements I made do not meet the guidelines for PMI removal.\n\nYou mentioned that substantial improvements typically involve major renovations that improve marketability and extend the useful life of the property. I would like to understand why the improvements I made, specifically the demolition of concrete inside the garage that previously allowed for parking only one car, and the repouring of that concrete to create a space capable of parking an entire RV and five cars ( by adding two new driveways ), are not considered substantial structural improvements. These changes clearly enhance the marketability and utility of the property, especially as the property now accommodates far more vehicles, improving the functionality of the space.\n\nCosmetic vs. Substantial Improvements : In your email, you classified certain improvements like heating and air conditioning, landscaping, new appliances, adding electrical outlet and power to the garage, and replacing a broken compressor as cosmetic. However, the demolition of concrete and addition of new concrete is not merely cosmeticit is a structural change to the property that improves its functionality and marketability. Why is this not considered a substantial improvement in line with the criteria for structural improvements under federal guidelines?\n\nCould you please provide the specific investor guidelines or documentation that supports the categorization of these improvements as cosmetic rather than structural? If these improvements do not meet the definition of substantial, I would appreciate the opportunity to review the exact criteria and examples used by your team to arrive at this conclusion. \n\nXXXXppraisal and PMI Removal Request : I also understand that an appraisal must be ordered through your office. I would like to confirm whether CMG is denying my right to request an appraisal or voluntarily pay for one, regardless of the intended purpose. Can you please confirm that CMG is indeed denying my request to obtain an appraisal at my own expense? \n\nRequest for Additional Documentation : Given the complexity of this matter, I kindly request that you provide the specific documents related to the substantial improvement criteria, as well as any guidelines from your office or the investors, to help me better understand the reasoning behind the denial of my PMI removal request. \n\nPlease be advised that, if I do not receive a satisfactory response or resolution to this matter, I will be considering further legal action, including filing a summons, to ensure my rights are protected. \n\nI appreciate your assistance and look forward to your prompt response. I believe the substantial improvements made to my property warrant reconsideration of my request for PMI removal, and I am hopeful we can reach a resolution that accurately reflects the propertys enhanced value. \n\nThank you for your time and consideration.","date_sent_to_company":"2025-06-20T05:04:36.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"84106","tags":null,"has_narrative":true,"complaint_id":"14203496","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CMG Financial Services, Inc.","date_received":"2025-06-20T04:22:35.000Z","state":"UT","company_public_response":null,"sub_issue":"Application denials"},"highlight":{"complaint_what_happened":["Below is the letter sent to <em>them</em> on XX/XX/year>. ADDITIONALLY I spoke with the executive resolutionist <em>team</em> and infomred him that the call would be recorded. I asked the quetsions below and he was not able to provide answers. I was <em>told</em> he would escalate to his manager and would receive an email or message through the message portal but I was never contacted through any avenue.\n\nThank you for your response and for clarifying the PMI removal process."]},"sort":[15.911572,"14203496"]},{"_index":"complaint-public-v1","_id":"6858915","_score":15.252041,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am writing because Key Bank Servicing Center wrongly denied my fraud claim in part and refuses to issue a credit to me even though they have indicated that they believe there was fraud. The reason they informed me that they will not reimburse me for certain fraudulent transactions was because they can not identify the vendor and do not have a way to recover the funds. Exactly, because it was fraud. \n\nI would like to first inform you that I authorize anyone to XXXX XXXX, XXXX, about this matter as I am in college and not able to discuss this matter at times. We both can be reached at XXXX. \n\nI was issued a debit card with Key Bank sometime in XXXX for unemployment funds. When I first was issued the card I was able to go to Key Bank and withdraw monies. However, I left much of the funds in the bank and was planning to use it for a down payment in a car. The last time I used my card was in XXXX of XXXX for a repair on my old car. The card was in my possession at all times. On or about XX/XX/XXXX I first noticed there had been fraud on my account which reduced my balance to approximately {$20.00}, instead of the approximately {$3200.00} I should have had on the card. \n\nInitially, I went to my local Key Bank branch to report the fraud, and to my surprise, they were not authorized and could not see my account activity. I then made several calls to the customer service department and the dispute department on XX/XX/XXXX through XX/XX/XXXX reporting the fraud and requesting that a fraud dispute be made. Each time I made a call, I was placed on hold for over one hour and then told that either customer service or dispute department hours were over, they were closed, and I had to call back the next day. Eventually, after much time wasted and XXXX  about the fraudulent transactions, I was able to file the dispute. I can prove this with my phone records. \n\nAs I indicated, I had been saving the money on the card for over two years to use as a down payment for a used car I was going to purchase. When I went to purchase the car on XX/XX/XXXX, there was only approximately {$20.00} in the account instead of the approximately {$3200.00} that should have been available. I had not used the card in almost two years, except for payment to repair my old car in XXXX of XXXX. The card was safely placed in my dresser drawer and never once left there until I wanted to use it in XXXX of XXXX to purchase the used car. Instead, I had to borrow money to purchase the car at a high interest rate. \n\nI received a multitude of letters from Key Bank Cardholder Services, in relation to the disputed transactions, dating from XX/XX/XXXX to XX/XX/XXXX. Some of the transactions were reversed and I received a credit in the amount of approximately {$1800.00} and some were denied in the amount of approximately {$1300.00}. Each denial letter I received stated you have the right to request the documentation we relied on in making our decision to deny your claim. Please contact our Customer Service Department at the above number to request the documentation or with any questions related to this matter. \n\nWell, that is exactly what I did over a five-week period beginning first week of XX/XX/XXXX. Each time I called, and I made several calls a week, I was told the same thing by Customer Service, We have no way to see the dispute and do not know what you are talking about when you say that the letter says you should contact customer service for the documentation that was relied upon to deny your dispute. We have no documentation, you must speak to dispute department. Each time I called customer service, it again took over one hour to reach someone, only to be told to call disputes. When I called the dispute department, I was again put on hold for more than an hour and told We do not have any documentation regarding what we relied on to deny your dispute. Once a claim is denied, it is denied, there is no way to appeal it, contact customer service, we do not know what you are talking about. This back and forth went on for these five weeks. On three or four occasions, a request for a Team Lead was put in to escalate my inquiry and resolve the issue of the documentation used to deny my disputes. I was only contacted twice and each time the Team Lead sent an escalated email to the dispute department requesting they investigate my inquiry. No one ever called me from the dispute department. As you can imagine, I was super frustrated at this point and the fact that it took over an hour each time I called to reach someone was totally unfair. \n\nFinally, in the beginning of XX/XX/XXXX, after again calling customer service and again being referred to a supervisor, I received some useful information. I was told to write a letter and my dispute would be reopened. I also learned that the Attorney General could be helpful since the money on the card was government issued funds. I filed a claim with the Attorney General but they referred it somewhere else and no one has contacted me. \n\nAs I have said, my goal is to have the disputed fraudulent transaction which were denied for reimbursement be credited to my account as there was clear fraud for the reasons I will state below. I will be uploading the denial letters and my letter to Key Bank with this submission. \n\nIf you look at the denial letters, most of the disputed transactions which I was denied credit for were XXXX related and used names related to established vendors, but were spelled incorrectly, which is a common way that fraud occurs. For example, on XX/XX/XXXX and XX/XX/XXXX, charges for {$35.00} and {$12.00} were authorized and the vendor was XXXX * XXXX, instead of XXXX. Other common misspellings of these transactions include, XXXX, XXXX XXXX ( what is that? ), *XXXX XXXX*XXXX XXXX again? ), *XXXX (? ), *XXXX XXXX (? ), *XXXX  (? ), *XXXX, XXXX (? ), and XXXX XXXX XXXX XXXX (? ). What do some of the names even mean? It is obvious that fraud occurred because there are so many vendor names that are not even recognizable and misspelling and * is used as a common way to not be detected as a fraudulent transaction. I have attached the denial letter for over sixteen transactions in which my disputes were denied. Many of them were from XXXX of XXXX and many of them use * in the name of the vendor which as I mentioned above, is a way to conceal the fraud because the vendor names are recognizable and no one pays attention to the name deviations. Therefore, it is impossible for there to be documentation relating to the transactions which was relied on by Key Bank in denying my disputes because they are clear fraud. \n\nI tried to tell the dispute department this, but no one wanted to listen, and they told me basically too bad. After a multitude of hours being spent trying to explain this to Key Bank, writing a letter to have my claim reopened as they indicated, I was told today, XX/XX/XXXX, by a supervisor, that they can not reimburse me for the disputed transactions because they have no way of charging back the funds. \n\nI would also like to point out that I sent the letter to re-open my dispute 2 times, because after my first submission on XX/XX/XXXX, I called to follow up and they never received it ( there is a fax confirmation they did ). Then, I called after I submitted the letter again on XX/XX/XXXX, and was told they had 30 days to look into it. No one ever called me or wrote to me in response to my letter. I had to call after the 30 days and was told by dispute department that my claim was reopened and then closed again but they could not tell me when and just repeated the original denial reasoning ( I waited too long to dispute transactions, they could not verify them, I never checked the balance ). I asked for a dispute supervisor to call me back and they did not. My last call was today, XX/XX/XXXX, and I was told by a supervisor that hey are standing by their denial of almost {$1300.00} of my funds because they have no way of charging back to the funds to Key Bank. Again, this is because of fraud while my money was in their care. \n\nThank you for your attention to this matter. I look forward to hearing from you and resolving this issue without further delay.","date_sent_to_company":"2023-04-18T15:36:17.000Z","issue":"Unexpected or other fees","sub_product":"Government benefit card","zip_code":"12553","tags":null,"has_narrative":true,"complaint_id":"6858915","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"KEYCORP","date_received":"2023-04-18T14:09:42.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On three or four occasions, a request for a <em>Team</em> Lead was put in to escalate my inquiry and resolve the issue of the <em>documentation</em> used to deny my <em>disputes</em>. I was only contacted twice and each time the <em>Team</em> Lead sent an escalated email to the <em>dispute</em> department requesting they investigate my inquiry. No one ever called me from the <em>dispute</em> department."]},"sort":[15.252041,"6858915"]},{"_index":"complaint-public-v1","_id":"6955398","_score":15.057213,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am a victim of XXXX XXXX and Ive been working with XXXX XXXX and XXXX ( unknown last name ) in the Experian XXXX XXXX XXXX XXXX XXXX XXXX in regards to my case and I am extremely saddened by the way that Ive been treated. \n\nOn a recorded line, I have been interrogated, interrupted, yelled at, falsely accused, given false information, hung up on, and even completely lied to. My credit report has yet to be updated in regards to any of my disputes. I have been sent one ( 1 ) correspondence and that was sent through an encrypted email address which was XXXX. \n\nThe letter, not only was encrypted, but was not in compliance with the FCRA as is it did not contain an updated copy of my credit report nor did it outline the procedures taken by Experian to get to this decision. It also states that no matter the documentation, Experian has 25 business days to delete the information. This is willful negligence as the law clearly states that the information must be deleted within 4 business days, even if the documents are still under review which could take 25 business days in total. \n\nI was denied a request to block my information because XXXX and XXXX XXXX to have called the organization that provided my victim letter using the phone number on the letter, and were told by representatives at the organization that it could not be verified. Stating first that the organization stated that they dont handle XXXX XXXX, then later stating that several representatives informed them that they have no record of me in their system. I have contacted the organization more than once and theyve reassured me that this is not true. XXXX nor XXXX have actually contacted the company. There are no records of calls or voicemails from Experian to the organization at all. It is also stated in the law that Experian can only request additional information in limited circumstances, not because they dont believe the victim. So this is a violation of my rights under the FCRA. \n\nEven if they did call, I have been advised legally that Experian does not have the authority to call and ask personal questions about my case. This is also a violation of my rights. \n\n\nXXXX and XXXX requested additional information because they dont believe that I am a victim. They have repeatedly interrogated me about the validity and components of the letter. It is blatantly obvious that I am being discriminated against with bias. \n\n\nAlso, XXXX and XXXX are pretending to be unable to view my documents whenever they are uploaded. I literally have to call another department first, get confirmation, and have them forward the documents directly because XXXX and XXXX will say they never received any documents and to upload them again. Every time I upload them again, they say itll take XXXX business days to receive the upload and that they have XXXX business days to complete my request. By law, they MUST delete the items within XXXX business days even if they are still reviewing the documents. The fist set of documents was confirmed to have been received on XX/XX/2023. As of today Tuesday XXXX XXXX, the items are still reporting on my report and nothing has been updated on my credit report in regards to this dispute. This sh willful negligence on XXXX behalf. Even when I call Experian, the reps do not see any notes in my account that correspond with my disputes or the information XXXX and XXXX have given me. \n\nXXXX and XXXX XXXX to have spoken to a XXXX XXXX in the office of affairs of the organization that provided my victim statement. It has been confirmed that no XXXX XXXX works there. The only XXXX XXXX associated with the organization is deceased, and his information pops up when the organization is Googled. \n\nTheir supervisor is listed as XXXX XXXX ( sp check ) of which I am never able to speak to because no matter when I call, they claim the supervisor is not available and will give me a call back which never actually happens. I also have asked multiple times to have my case reassigned to a different XXXX Each time I am told XXXX is the only person who can help you. Yet, XXXX calls, yells at me, interrogates me, and contradicts everything XXXX says in between my calls with XXXX. I have spoken to XXXX and XXXX an equal amount of times so now I have no idea whos actually assigned to my case, or who can actually help me but I am mentally, physically, and emotionally drained at this point. I am being treated like the criminal and not the victim. XXXX even accused me of being a credit repair company. \n\n\nOn a recorded line, XXXX told me that XXXX process includes an evaluation of the documents that I submitted by the legal team. I was very open to that, and asked if I could work directly with the legal team, and requested to have them contact me instead of the XXXX XXXX XXXX XXXX from this point on because I feel as if I am being discriminated against. XXXX and I were disconnected, but XXXX called me back stating she was out of the office and that she can not send my files to the legal team because she cant advise any other department despite me being told by XXXX XXXX minutes prior that sending my documents to the legal team was actually the next step in the process. \n\n\nI am homeless as a result of XXXX trafficking. I have been working with XXXX to get some type of stability. I was advised to get the adverse information that resulted from the trafficking removed from my report so that I could obtain an apartment that was found for me. Because of the issues with XXXX and XXXX, that opportunity has passed and Ive been sleeping outside. Unsafe. I have incurred several damages as a result of this and I have filed a lawsuit with the Federal Court as of today XX/XX/2023. \n\nThere are far more elements to this case that are not mentioned in this complaint but have been documented, recorded, and will be used as evidence in the lawsuit. This complaint is just to get my complaint in your system because I do not trust that the XXXX XXXX XXXX is actually documenting anything that I am saying. I have attached the letter sent to me by XXXX as well as the documents that I sent over to Experian.","date_sent_to_company":"2023-05-09T17:34:32.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"6955398","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-05-09T17:34:28.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I am being treated <em>like</em> the criminal and not the victim. XXXX even accused me of being a credit repair company. \n\n\nOn a recorded line, XXXX <em>told</em> me that XXXX process includes an evaluation of the documents that I submitted by the legal <em>team</em>. I was very open to that, and asked if I could work directly with the legal <em>team</em>, and requested to have <em>them</em> contact me instead of the XXXX XXXX XXXX XXXX from this point on because I feel as if I am being discriminated against."]},"sort":[15.057213,"6955398"]},{"_index":"complaint-public-v1","_id":"6955433","_score":15.055609,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am a victim of XXXXXXXX XXXX and Ive been working with XXXX XXXX and XXXX ( unknown last name ) in the Experian Office of Consumer Relations Specialty Services in regards to my case and I am extremely saddened by the way that Ive been treated. \n\nOn a recorded line, I have been interrogated, interrupted, yelled at, falsely accused, given false information, hung up on, and even completely lied to. My credit report has yet to be updated in regards to any of my disputes. I have been sent one ( 1 ) correspondence and that was sent through an encrypted email address which was XXXX. \n\nThe letter, not only was encrypted, but was not in compliance with the FCRA as is it did not contain an updated copy of my credit report nor did it outline the procedures taken by Experian to get to this decision. It also states that no matter the documentation, Experian has 25 business days to delete the information. This is willful negligence as the law clearly states that the information must be deleted within 4 business days, even if the documents are still under review which could take 25 business days in total. \n\nI was denied a request to block my information because XXXX and XXXX claim to have called the organization that provided my victim letter using the phone number on the letter, and were told by representatives at the organization that it could not be verified. Stating first that the organization stated that they dont handle XXXX XXXX, then later stating that several representatives informed them that they have no record of me in their system. I have contacted the organization more than once and theyve reassured me that this is not true. XXXX nor XXXX have actually contacted the company. There are no records of calls or voicemails from Experian to the organization at all. It is also stated in the law that Experian can only request additional information in limited circumstances, not because they dont believe the victim. So this is a violation of my rights under the FCRA. \n\nEven if they did call, I have been advised legally that Experian does not have the authority to call and ask personal questions about my case. This is also a violation of my rights. \n\n\nXXXX and XXXX requested additional information because they dont believe that I am a victim. They have repeatedly interrogated me about the validity and components of the letter. It is blatantly obvious that I am being discriminated against with bias. \n\n\nAlso, XXXX and XXXX are pretending to be unable to view my documents whenever they are uploaded. I literally have to call another department first, get confirmation, and have them forward the documents directly because XXXX and XXXX will say they never received any documents and to upload them again. Every time I upload them again, they say itll take 3-5 business days to receive the upload and that they have 25 business days to complete my request. By law, they MUST delete the items within 4 business days even if they are still reviewing the documents. The fist set of documents was confirmed to have been received on XX/XX/2023. As of today Tuesday XXXX XXXX, the items are still reporting on my report and nothing has been updated on my credit report in regards to this dispute. This sh willful negligence on Experians behalf. Even when I call Experian, the reps do not see any notes in my account that correspond with my disputes or the information XXXX and XXXX have given me. \n\nXXXX and XXXX claim to have spoken to a XXXX XXXX in the office of affairs of the organization that provided my victim statement. It has been confirmed that no XXXX XXXX works there. The only XXXX XXXX associated with the organization is deceased, and his information pops up when the organization is XXXX \n\nTheir supervisor is listed as XXXX XXXX ( sp check ) of which I am never able to speak to because no matter when I call, they claim the supervisor is not available and will give me a call back which never actually happens. I also have asked multiple times to have my case reassigned to a different rep. Each time I am told XXXX is the only person who can help you. Yet, XXXX calls, yells at me, interrogates me, and contradicts everything XXXX says in between my calls with XXXX. I have spoken to XXXX and XXXX an equal amount of times so now I have no idea whos actually assigned to my case, or who can actually help me but I am mentally, physically, and emotionally drained at this point. I am being treated like the criminal and not the victim. XXXX even accused me of being a credit repair company. \n\n\nOn a recorded line, XXXX told me that Experians process includes an evaluation of the documents that I submitted by the legal team. I was very open to that, and asked if I could work directly with the legal team, and requested to have them contact me instead of the Office of Consumer Affiars from this point on because I feel as if I am being discriminated against. XXXX and I were disconnected, but XXXX called me back stating she was out of the office and that she can not send my files to the legal team because she cant advise any other department despite me being told by XXXX XXXX minutes prior that sending my documents to the legal team was actually the next step in the process. \n\n\nI am homeless as a result of XXXX trafficking. I have been working with DHS to get some type of stability. I was advised to get the adverse information that resulted from the trafficking removed from my report so that I could obtain an apartment that was found for me. Because of the issues with XXXX and XXXX, that opportunity has passed and Ive been sleeping outside. Unsafe. I have incurred several damages as a result of this and I have filed a lawsuit with the Federal Court as of today XX/XX/2023. \n\nThere are far more elements to this case that are not mentioned in this complaint but have been documented, recorded, and will be used as evidence in the lawsuit. This complaint is just to get my complaint in your system because I do not trust that the Office of Affairs is actually documenting anything that I am saying. I have attached the letter sent to me by XXXX as well as the documents that I sent over to Experian.","date_sent_to_company":"2023-05-09T17:34:24.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"6955433","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-05-09T17:10:42.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["On a recorded line, XXXX <em>told</em> me that Experians process includes an evaluation of the documents that I submitted by the legal <em>team</em>. I was very open to that, and asked if I could work directly with the legal <em>team</em>, and requested to have <em>them</em> contact me instead of the Office of Consumer Affiars from this point on because I feel as if I am being discriminated against."]},"sort":[15.055609,"6955433"]},{"_index":"complaint-public-v1","_id":"6955399","_score":15.055609,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am a victim of XXXX XXXX and Ive been working with XXXX XXXX and XXXX ( unknown last name ) in the Experian XXXX XXXX XXXX XXXX XXXX XXXX in regards to my case and I am extremely saddened by the way that Ive been treated. \n\nOn a recorded line, I have been interrogated, interrupted, yelled at, falsely accused, given false information, hung up on, and even completely lied to. My credit report has yet to be updated in regards to any of my disputes. I have been sent one ( 1 ) correspondence and that was sent through an encrypted email address which was XXXX. \n\nThe letter, not only was encrypted, but was not in compliance with the FCRA as is it did not contain an updated copy of my credit report nor did it outline the procedures taken by Experian to get to this decision. It also states that no matter the documentation, Experian has XXXX business days to delete the information. This is willful negligence as the law clearly states that the information must be deleted within XXXX business days, even if the documents are still under review which could take XXXX business days in total. \n\nI was denied a request to block my information because XXXX and XXXX XXXX to have called the organization that provided my victim letter using the phone number on the letter, and were told by representatives at the organization that it could not be verified. Stating first that the organization stated that they dont handle XXXX XXXX, then later stating that several representatives informed them that they have no record of me in their system. I have contacted the organization more than once and theyve reassured me that this is not true. XXXX nor XXXX have actually contacted the company. There are no records of calls or voicemails from Experian to the organization at all. It is also stated in the law that Experian can only request additional information in limited circumstances, not because they dont believe the victim. So this is a violation of my rights under the FCRA. \n\nEven if they did call, I have been advised legally that Experian does not have the authority to call and ask personal questions about my case. This is also a violation of my rights. \n\n\nXXXX and XXXX requested additional information because they dont believe that I am a victim. They have repeatedly interrogated me about the validity and components of the letter. It is blatantly obvious that I am being discriminated against with bias. \n\n\nAlso, XXXX and XXXX are pretending to be unable to view my documents whenever they are uploaded. I literally have to call another department first, get confirmation, and have them forward the documents directly because XXXX and XXXX will say they never received any documents and to upload them again. Every time I upload them again, they say itll take XXXX business days to receive the upload and that they have XXXX business days to complete my request. By law, they MUST delete the items within XXXX business days even if they are still reviewing the documents. The fist set of documents was confirmed to have been received on XX/XX/2023. As of today Tuesday XXXX XXXX, the items are still reporting on my report and nothing has been updated on my credit report in regards to this dispute. This sh willful negligence on XXXX behalf. Even when I call Experian, the reps do not see any notes in my account that correspond with my disputes or the information XXXX and XXXX have given me. \n\nXXXX and XXXX XXXX to have spoken to a XXXX XXXX in the office of affairs of the organization that provided my victim statement. It has been confirmed that no XXXX XXXX works there. The only XXXX XXXX associated with the organization is deceased, and his information pops up when the organization is Googled. \n\nTheir supervisor is listed as XXXX XXXX ( sp check ) of which I am never able to speak to because no matter when I call, they claim the supervisor is not available and will give me a call back which never actually happens. I also have asked multiple times to have my case reassigned to a different XXXX Each time I am told XXXX is the only person who can help you. Yet, XXXX calls, yells at me, interrogates me, and contradicts everything XXXX says in between my calls with XXXX. I have spoken to XXXX and XXXX an equal amount of times so now I have no idea whos actually assigned to my case, or who can actually help me but I am mentally, physically, and emotionally drained at this point. I am being treated like the criminal and not the victim. XXXX even accused me of being a credit repair company. \n\n\nOn a recorded line, XXXX told me that XXXX process includes an evaluation of the documents that I submitted by the legal team. I was very open to that, and asked if I could work directly with the legal team, and requested to have them contact me instead of the XXXX XXXX XXXX XXXX from this point on because I feel as if I am being discriminated against. XXXX and I were disconnected, but XXXX called me back stating she was out of the office and that she can not send my files to the legal team because she cant advise any other department despite me being told by XXXX 20 minutes prior that sending my documents to the legal team was actually the next step in the process. \n\n\nI am homeless as a result of XXXX XXXX. I have been working with XXXX to get some type of stability. I was advised to get the adverse information that resulted from the trafficking removed from my report so that I could obtain an apartment that was found for me. Because of the issues with XXXX and XXXX, that opportunity has passed and Ive been sleeping outside. Unsafe. I have incurred several damages as a result of this and I have filed a lawsuit with the XXXX XXXX as of today XX/XX/2023. \n\nThere are far more elements to this case that are not mentioned in this complaint but have been documented, recorded, and will be used as evidence in the lawsuit. This complaint is just to get my complaint in your system because I do not trust that the XXXX XXXX XXXX is actually documenting anything that I am saying. I have attached the letter sent to me by XXXX as well as the documents that I sent over to Experian.","date_sent_to_company":"2023-05-09T17:34:32.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"6955399","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-05-09T17:34:28.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I am being treated <em>like</em> the criminal and not the victim. XXXX even accused me of being a credit repair company. \n\n\nOn a recorded line, XXXX <em>told</em> me that XXXX process includes an evaluation of the documents that I submitted by the legal <em>team</em>. I was very open to that, and asked if I could work directly with the legal <em>team</em>, and requested to have <em>them</em> contact me instead of the XXXX XXXX XXXX XXXX from this point on because I feel as if I am being discriminated against."]},"sort":[15.055609,"6955399"]},{"_index":"complaint-public-v1","_id":"15552571","_score":15.003475,"_source":{"product":"Credit card","complaint_what_happened":"Beginning in XXXX, XXXX  I went to XXXXXXXX XXXX to purchase custom-cut wood from them and have them deliver it. Three times they failed to fulfill the same project order. I was told they would give me full refunds. They didn't. I put two of these linked transactions into dispute and provided full documentation showing XXXX XXXX  ripped me off. Fifth Third 's disputes department didn't provide me with accurate information, or any information at all, other than me having to repeatedly call the disputes department. I was given contradictory answers by different reps. I emailed follow-ups over and over. It appeared that Fifth Third has an off-shore third party doing their disputes, and they are not competent. My disputes clearly fall within the banking rules and should have been resolved in my favor. Instead, the merchant 's tactics and Fifth Third 's incompetence allegedly ran the clock out so there is no way to get the disputes properly credited to my account. XXXX XXXX  was the original criminal here, but Fifth Third has abetted them. The very long summary of this case is cut and pasted below, and is exactly the same as I repeatedly sent Fifth Third via email. \n\nreal Person XXXX Attachments Wed, XX/XX/XXXX, XXXX to disputeteam Greetings. I spoke with supervisor XXXX two days ago. \nSo far in the many months of this dispute, only XXXX and another supervisor, XXXX, have provided useful, accurate information. \nI am sorry to have to keep explaining the same thing over and over, but I do not like getting ripped off by XXXX 's. \nI also see that the disputes process, not the banking rules, are a problem. \nHere again is a summary : * I first went to XXXX 's on XXXX with dimensions for a project involving XXXXXXXX XXXX custom-cutting pieces of plywood and delivering them to me. I paid {$160.00}. I never received the delivery. After many phone calls and finally having to visit the store, I was told that their so-called \" XXXX '' had wrongly calculated how much plywood I needed and when they discovered that, without telling me, they canceled the order and issued a refund. \nXXXX  On XXXX, I again attempted to get XXXX XXXX  to sell me the right amount of plywood, custom cut, and delivered. I paid {$240.00}. The plywood was not delivered on time. When it did show up, it was being delivered by a private individual with XXXX, treasonous bumper stickers all over her banged-up truck ; she had no identification of any kind indicating she was connected to XXXX XXXX . I started to question the driver 's presence on my property ; she leapt out of her truck, opened the rear gate and dumped four pieces of UNCUT plywood on my driveway and the street. When I saw the pieces were not cut properly, I told her so, and asked her to take them back to the store. She rudely refused, and sped away. \n* I started calling the store and emailing the store manager XXXX XXXX about the two total failures from XXXXXXXX XXXX He assured me I'd receive a full refund of all charges. It was like pulling teeth to get him to agree to pick up the full-size plywood that should never have been delivered. \n* I had to go back to the store on XXXX to pay for the same order all over again. The cost was {$240.00}. The plywood was not delivered on time, but when it was delivered, one of the four pieces was split and unusable, the other three were cut to the wrong size. Again, store manager said I'd receive a full refund. Also said just keep the plywood, even though I told them to come get it. Was not asked to return it, and could not have, because I don't have a vehicle that large.\n\n* After that, it was impossible to get honest, accurate answers from XXXXXXXX XXXX  about the refunds. XXXX made excuses about why they eventually refunded me only part of the total cost of the second and third orders, saying that refunding the {$79.00} delivery fee for each order would take 2-3 weeks longer than refunding the other part of the order, due to an \" IT issue. '' It had nothing to do with any store policy regarding non-refundable delivery fees, or non-return of the defective plywood. \n* The situation became a confusing mess as XXXXXXXX XXXX refused to issue refunds and I put the transactions into dispute. \n* Based on my studying my transaction records, it looks like either XXXXXXXX XXXX or Fifth Third credited me for part of the orders, but later, those credits were reversed. \n* As far as I can determine, I have been charged about {$410.00} for an order that if properly fulfilled would have cost at most {$240.00}. \n* I've provided voluminous documentation including store manager emails and a photo of the split plywood. \n* I explained in an XX/XX/XXXX email that insiders at the store explained how XXXX XXXX tricks dispute departments by flooding the zone with irrelevant paperwork, and lies, determined to run the clock out on the dispute timeline. That is exactly what happened here. \n* If someone can show me that ALL the charges from these three transactions have been credited so I have paid XXXX to XXXX XXXX for them, that's the end of the matter. So far, I have seen no documentation showing that. \n* I am troubled by how the Disputes Department has handled this. I have not been kept informed of what the merchant was claiming. I have been very proactive at countering the merchant 's lies, but the Department apparently believed the lies, took the side of the merchant, and reversed my dispute credits without telling me.\n\nPlease : do not close these disputes until you are sure I have all my money refunded and was not re-charged. I have been a Fifth Third customer for nearly two decades and have more than $ XXXX in your bank. I expect professionalism and customer-centeredness. \n\nSincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Fri, XX/XX/year> at XXXX Subject : Case # XXXX, XX/XX/year> To : XXXX Greetings. I have a couple of insiders at the XXXX 's store that ripped me off, creating these XXXX disputes. Now I understand the tactic XXXX 's is using to lie to you about these transactions : * XXXX of all, they flood the zone with lots of irrelevant paper work such as their undisclosed return policies and other policies that they NEVER told me before I paid for their goods and services in these transactions. \n* They try to confuse the case XXXX with all that paperwork, along with a set of half-truths and outright lies. For example, they claim that their policy is no refunds on delivery fees. XXXX. They refunded me a delivery fee and the XXXX told me the only hold-up was an IT issue, not a policy. Also, there is NO WAY they can legally refuse a delivery fee when the delivery was NEVER made, or the wrong products were delivered, or defective products delivered. \n* They claim that in order for me to get a refund, I would have to return the defective products they delivered. Obviously this is just a canard to place an undue burden on the customer. They know that they delivered me defective plywood not cut to the right sizes, and that the reason I paid for delivery is I have no way of transporting such items. They told me to just keep or dispose of the defective items, refusing to come and pick them up. \n* Let me emphasize again, they are blatant, greedy liars. It's not just my experience with them, take a look at all the negative XXXX reviews for that store location, such as the following. Please don't let this corporate criminal fool you. They owe me a full refund for ALL of the transactions related to the plywood project. \n\nXXXX XXXX XXXX XXXX XXXX photos a year ago Customer service is horrible... head cashier and assistant store XXXX. Both rude and not helpful. Their merchandise doesn't last long, breaks, and they lie to you about the warranty. Never buy anything here again. XXXX XXXX is better. \nXXXX XXXX XXXX XXXX XXXX photos XXXX weeks ago XXXX Ordered a fridge from XXXX 's. They delivered a damaged fridge 3 times. On the second delivery they damaged the front door. When we finally got a fourth fridge that was working and delivered in new condition, we requested their help to resolve the damaged door. They stated that the only delivery that they would cover was the most recent one and there was no damage at that time therefore the damage did not occur. They did not acknowledge the previous XXXX deliveries. They left us with a damaged front door and the insinuation that we were lying. XXXX 's has lost my business. They could have done the right thing but they chose not to. \n\n-- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Tue, XX/XX/year> at XXXX Subject : Case # XXXX, XX/XX/year> To : XXXX Greetings : First of all I want to commend the supervisor Neperia. I've talked to so many people in your department about these XXXX XXXX 's disputes but she was the only XXXX who did a deep dive and was candid about what's going wrong. She's a role model for how every dispute team member should be. \n\nThere are generic problems with how the bank 's dispute protocols are implemented. In my case, this is what I've experienced : * no notification of decisions * no explanation of decisions * no rationale provided for decisions * \" XXXX '' blindly takes the word of merchant * XXXX not given chance to point out merchant lies. \n* Contradictory information provided by team members. Example, in XXXX day, I was told by different people that disputes were closed, open, reopened. \n\nI am again asking that before either of these cases is closed, especially if closed in favor of merchant, that I be notified BEFORE the closure and provided specific rationale so I can examine veracity and accuracy. \n\nThe bottom line is that XXXX 's mishandled XXXX separate orders for the same project of mine. They NEVER delivered what I ordered and have caused, are causing a lot of hassles. Further, they blatantly lied to you. Example : they claimed they told me that delivery fees are not refundable. They NEVER told me that, but they did refund XXXX of XXXX delivery fees, showing that their alleged no-refund policy is not a policy. \n\nMuch thanks, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. I haven't heard about these cases since I called on XX/XX/XXXX and because XXXX 's has flooded the zone with lies, I keep emailing to make sure the facts are clear. \n\nThe bottom line is that XXXX different times I paid for plywood to be cut to a specific size and delivered to me. XXXX different times that did not happen. The third and final order contained XXXX pieces of plywood, all cut to the wrong size, and XXXX was totally unusable. \n\nI was told I would get a refund for all charges associated with these XXXX orders. Instead, I was given a couple of refunds that were later reversed. \n\nAt present, it looks like I have paid {$410.00} for an order that at most could have cost {$240.00}. \n\nIt might be easier if I talked by phone to the case XXXX, so tell me how to call if that's an option. \n\nXXXX 's caused me a ton of trouble and ripped me off. I'm glad I have credit card dispute services. \n\nSincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. Sorry to send another email but I talked to a XXXX team member yesterday who told me XXXX 's latest lie is that delivery fees are not refundable and I knew about that ahead of time. That is TOTALLY false. The delivery fee for the XXXX plywood orders that all failed due to XXXX 's incompetence was {$79.00} each time, and they have refunded it once, after a month of waiting. \n\nThe overall picture is that XXXX times stating in late XX/XX/year> I tried to order custom-cut plywood for a project. XXXX 's never delivered the first order or even tried to, but immediately refunded it. They also failed to deliver the second order properly. The third order, they delivered plywood, but all the pieces were the wrong size and one was unusable due to it being split. The photo is attached. \n\nI was told repeatedly by store XXXX I would receive full refund, but because XXXX 's has rebilled and because Fifth Third reversed another credit, I have paid {$410.00} for an order that was never done right, XXXX times!! \n\nThe entire dossier showing communications with XXXX 's XXXX is below. Please don't believe XXXX 's lies. And whatever you hear from them, tell me, before you close the case in their favor. \nMuch thanks. \n\nSincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. I spoke to a very helpful Disputes person yesterday. \nI want to make clear that even though I tried to order custom-cut, delivered plywood from XXXX 's XXXX times, they NEVER delivered what I ordered. \n* The first order was done wrong by them so they canceled it uniltaerally. \n* The second order was done wrong by them and they were supposed to give a total refund. \n* The third order was at least delivered. But there were supposed to be XXXX pieces of plywood all cut to the same size. Instead, there were XXXX pieces cut to different sizes, and XXXX piece that was splitting/unusable. \n* I told the store manger in writer about each incident and problem, and sent a photo of the split piece. He said I would receive a full refund for the plywood and the delivery. \n* What it looks like to me is XXXX 's issued some refunds, then recharged me. By my calculations, they've rebilled me at least {$240.00} + {$160.00}, basically canceling out past refunds and charging me hundreds of dollars for a completely botched series of errors they caused. \n* I looked at the bogus notes provided by XXXX and the merchant bank. They are not honest. Please, before closing this case, tell me exactly what XXXX is claiming, and let me provide feedback. You can not trust them. Thank you for your help. \n\nHere is the latest email I sent to store XXXX : the ongoing plywood nightmare Areal Person XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXX of XXXX. \nYou will recall I saw you in the store and thanked you for the refunds you promised. \nUnfortunately, XXXX 's has now rebilled me way more than the cost of any of the XXXX orders. \nYou'll also recall that even the third and final order that at least was delivered was defective, in that there were XXXX pieces of plywood, all cut to the wrong size, and XXXX was split. I sent you a photo of the split piece. \nPlease contact XXXX 's corporate and ask them to properly credit me. \nAt present, XXXX 's is trying to get me to pay at least {$410.00} for an order that was totally mishandled, and even it had been done correctly, I would only owe {$240.00}. \nI continue to shop at XXXX 's, but only because XXXX XXXX is even more unprofessional and corrupt. \nThanks for your help. \n\nCheers, Cheers and thanks, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Fri, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. Very sorry to have to revisit this dispute situation involving two different case numbers. \nThe briefest summary of this situation is that beginning in late XXXX I tried to purchase materials and delivery of materials from XXXX 's involving them cutting plywood to a specific size. \nThe first order ( XXXX ) was done wrong by them and they refunded {$160.00} the same day I placed the order. \nI had to go place the same order again, on XX/XX/XXXX, and this time the amount was XXXX. \nThis order also went wrong due to XXXXXXXX XXXX and it was hard to get them to issue a correct refund. \nThey issued a partial refund on XXXX, claiming that they had to wait to refund the {$79.00} delivery fee for the second failed order. \nThey finally issued the {$79.00} refund on XXXX while at the same time issuing a refund of XXXX. \nI had to go in and do the same order a third time. This time, they delivered the correct number of plywood pieces but the pieces weren't cut to the proper size, and XXXX of them was split. \nThe store XXXX said I would be refunded for the bad piece of plywood and the {$79.00} delivery fee. This would have been about {$110.00} total. \nI have never seen that refund. \nIn the meantime, on XX/XX/XXXX they recharged me {$240.00} and on XX/XX/XXXX they recharged me {$160.00}. \nGiven that I only got one of the three orders I placed, and that that order was supposed to have a partial refund, the total I should have paid XXXXXXXX XXXX for this order is around {$160.00}, but it looks like I've actually paid at least XXXX. \nNote that there is a long email trail below, and a photo of the defective plywood attached. \nBased on what I can see from the case files, XXXXXXXX XXXX  is misrepresenting the situation. \nBefore closing the case or accepting what XXXX XXXX says without verifying with me, please contact me. \nI truly appreciate the dispute service. \nCheers and thanks, XXXX XXXX","date_sent_to_company":"2025-08-27T15:02:50.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"33770","tags":"Servicemember","has_narrative":true,"complaint_id":"15552571","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-08-27T14:47:31.000Z","state":"FL","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Beginning in XXXX, XXXX  I went to XXXXXXXX XXXX to purchase custom-cut wood from <em>them</em> and have <em>them</em> deliver it. Three times they failed to fulfill the same project order. I was <em>told</em> they would give me full refunds. They didn't. I put two of these linked transactions into <em>dispute</em> and provided full <em>documentation</em> showing XXXX XXXX  ripped me off."]},"sort":[15.003475,"15552571"]},{"_index":"complaint-public-v1","_id":"9273185","_score":14.852184,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Saturday, XX/XX/2024, I received a text message from XXXX ( XXXX ) XXXX at XXXX with a message saying \" Chime : Did You Attempt A Purchase For {$74.00} At XXXX XXXX On XX/XX/2024 ( XXXX )? If It Were You Then Simply Disregard This Message. Not You? Reply Yes or No. '' When I received this text message, I was in my home at the time with my children and had not purchased anything from XXXX XXXX or was in the vicinity of making a purchase, so I replied \" No '' which was then followed by \" Chime : Thanks for replying. A representative will call you shortly. '' At XXXX, I received an incoming call from XXXX ( XXXX ) XXXX to which I answered and was greeted by a Chime contact customer service representative. Before furthering this call, the representative on the other line said they would be calling me from Chime 's contact customer support number to verify their identity as they had called from a number that was a part of their transactions department due to failing to reach me through the contact support number in order to confirm that I was in fact speaking with a true Chime contact support representative. At XXXX, I received an incoming call from XXXX ( XXXX ) XXXX and was greeted with the same person I had spoken with on the ( XXXX ) number and was directed to pull out my card and identify that the number on the back, upper right-hand corner of the card matched the number they had called me on. I confirmed and they assured me they wanted to confirm that this was in fact a representative and they were here to help. During the call on the ( XXXX ) number, there was static and in the past with issues speaking with Chime contact customer support and the service dropping or being static, I opted to speak with them on the ( XXXX ) number to hear them better. \n\nContinuing the conversation after identifying their identity as a Chime contact support representative, they continued to ask if my card number ended in the last four as they read it to me, and I confirmed. The person on the other line, then started reading back to me the charges that were on my account, asking if I had authorized or made these transactions. I denied it and asked if they were able to tell me who was doing this to which they said, an XXXX XXXX on an XXXX XXXX was sending transactions to be posted earlier by next week ( Tuesday, XX/XX/XXXX ). When I asked how this XXXX was able to get my information, they stated that with purchases made online or using your card at the gas pumps, it is easy for an individual to obtain your credit or debit card information. Concerned, I asked how this was going to be fixed to which they assured me they would be assisting me in the process of stopping these transactions and opening a new checking account for me. During this information that was being given from the Chime contact support representative, they mentioned that their supervisor, XXXX XXXX, who was in charge of this case as well as the supervisor in transactions would be assisting. In order for this to happen, they asked me to state how much money was in my account currently as they would be assisting in transferring the money in my account to a new checking account as my current account was compromised. The Chime contact customer support representative told me that I would be receiving a code that they would need on their behalf to move forward as they had my account pulled up. \n\nAt XXXX, I received a message \" Mobile Code : XXXX for card ending in XXXX. Enter when prompted '' When I received the code, they assured me Chime would never ask me to share this code with anyone, but this code was needed in order to move forward with the investigation that was taking place. I read them back the code and they proceeded to move forward with asking for me to send the first transaction to supervisor XXXX XXXX through the Pay Anyone Transfer for \" Payment Dispute/Refund Authorization ''. When prompted, they said that sending this would go into my new checking account and would be getting put back into my new one as my old one was now compromised and scheduled for these payments to take place earlier in the next week after the holiday. The tag to the supervisors Chime information was \" XXXX XXXX \" XXXX They had also mentioned that I should be receiving an email with furthermore information and when checked, there was nothing. At XXXX, I had received an email stating my card had been enrolled in XXXX XXXX, but did not see this until a few minutes later to which I questioned them about this email I had received, and they had informed me that this was the process they were trying to go forward with as this was where my account was compromised along with my card information. I was then placed on hold as the representative stated they were going to be working on setting up my new checking account information. While on hold, the call dropped and the proceeded to call me back at XXXX, from the ( XXXX ) number. I was told the call had dropped and they assured me they were working on this and they were going to put my back on hold. As time went by, I was growing anxious and decided to call the Chimes contact support number, the ( XXXX ) number to get ahold of someone in the same department to see what was going on. \n\nAt XXXX, I called Chime Contact Customer Support on the ( XXXX ) number and when I reached another representative, I continued to ask if there was any new details or information as I was currently on hold with one of the representatives and their Supervisor to which I gave them the name XXXX XXXX XXXX The representative on the line told me that there are many supervisors and they are stationed in different areas. When I continued to explain the situation, the woman on the other line stated that Chime does not make any personal calls out even after assuring them that the number used was in fact their number as it matched the same number I was making the call to now and that the last call between Chime and myself was back in XXXX of XXXX. She then went on to say that she believes that I was scammed and would help me to file a dispute. During this time, the ( XXXX ) number was still on the line but after inactivity and being on the phone with the real Chime Contact Customer Support representative, they hung up. After speaking with the Chime Contact Support Representative about my dispute, I submitted evidence that I had obtained as well as screenshots they were taken and submitted them. \n\nAt XXXX, my dispute for this incident was filed with number XXXX. \n\nSunday, XX/XX/2024, my dispute for XXXX was denied at XXXX due to there being that \" no error occurred '' Sunday, XX/XX/2024, I filed a complain to the XXXX at XXXX, giving details and description as to what had occurred and happened. \n\nSunday XX/XX/2024 XXXX, I received my message regarding my complaint with my complaint number # XXXX that they had sent the complaint to XXXXXXXX XXXX in regards to my dispute XX/XX/2024 at XXXX, I called Chime Contact Customer Support on the ( XXXX ) number and continued to tell them the same issues and in regard to my denial of no error having occurred, they assured me that they could rebuttal this dispute and I can submit more documentations on behalf of the dispute and it would be re-opened. I submitted more information I had gathered. \n\nTuesday, XX/XX/2024 at XXXX, I received an email from Chime contact customer support for my rebuttal decision for XXXX, that they had thoroughly investigated through their investigations team and decided that no error occurred and this dispute was closed. \n\nXX/XX/2024, at XXXX, I called Chime contact customer support at the ( XXXX ) number and voiced my concerns in regard to the decision for the rebuttal of the dispute, explained the situation again and what happened to which she said with new information, she could rebuttal this for a second time and I would need to submit more documents to go towards the investigation. When I told her I have submitted everything there was to submit and what more I could do, she suggested a a police report to go towards this investigation on my behalf to prove that this in fact a scam. \n\nXX/XX/2024 at XXXXXXXX XXXX I made a call to my local police department and spoke with an employee who said an officer would be calling to help me file the report over the phone. \n\nXX/XX/2024, at XXXX, I received a call from an officer who took down my information as well as explained the situation that had happened and she proceeded to take down this information to which she gave me my case number and a paper copy for this police report would be available to pick up in person in XXXX days from the date of it first being filed. \n\nXX/XX/2024 at XXXX, I submitted more documents pertaining to the re-opening of my dispute claim to which they denied me again, at XXXX XXXX on XX/XX/2024. \n\nXX/XX/2024, at XXXX, I had called Chime customer service once again to voice my concerns and let them aware that I would be submitting more documents pertaining to my case to which they went forward with a rebuttal, e-mailing me another link to submit any new or extended evidence that would go towards my dispute claim. \n\nXX/XX/2024 at XXXX, I submitted more evidence to the link they had messaged me and waited for a response. I had received a confirmation link stating my documents have uploaded and would be reviewed within 4 hours but that I may experience longer waiting times outside of business hours. \n\nXX/XX/2024, at XXXX am, I received a e-mail from Chime Support stating my documents were unable to deliver and to reach out for more assistance. \n\nXX/XX/2024, at XXXX, I reached out to Chime customer support and spoke with an agent within the dispute department and voiced my concerns as to why I had received an e-mail stating my documents were not submitted on Wednesday, XX/XX/XXXX, when I had submitted and received a confirmation e-mail on Sunday, XX/XX/XXXX. The agent stated that the investigation team had never received my documents and therefore, closed the rebuttal but that he would re-open it by sending me another link to submit the documents again. While in the process of this, I questioned if there was a supervisor I would be able to talk to about my situation and the reason for the constant denials as to my claims when there is supporting evidence that I am a victim of a crime. I also asked if there was someone within the investigation team I would be able to speak with on why this decision keeps getting denied as the only explanation there is that \" no error occurred ''. I have requested in the past detailed reasoning as to why they deny me and they send e-mails only with the documents I have submitted. The agent stated I could talk with a Supervisor but it was out of his department to answering the questions I have, as that is part of the investigation 's team responsibilities. When I had questioned whether I could speak with someone over the phone in the investigation department, he replied stating that they are strictly e-mail and do not answer phone calls but would put a note for them along with my documents that I would like to be reached out to with explanation to the denials. \n\nI believe there is many wrongs on Chime 's department of investigations to which I have been fighting and battling for nearly a month. After being a victim in this scam, I have lost out on much of sleep, opportunities for me and my children, and having to start over from the money that was lost and missing out on quality time that is able to be spent with my children. It is disheartening, discouraging, and saddening that Chime can not see that I have been victimized and have submitted as many documents I have and can, pertaining to the evidence that this was in fact a crime. My concerns are not being taking seriously and the establishment that Chime is not adhering to the Pay Anyone feature in which it states in their agreement that they are to be \" monitored, and may be held, delayed, or blocked if, in Chime 's sole discretion, Chimes concludes that completing the transfer could result in a breach of Agreement, fraud, any financial harm or harm to the safety and integrity of the Pay Anyone Transfer Service. ''","date_sent_to_company":"2024-06-17T02:59:59.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"40517","tags":null,"has_narrative":true,"complaint_id":"9273185","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-06-17T01:51:28.000Z","state":"KY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Sunday XX/XX/2024 XXXX, I received my message regarding my complaint with my complaint number # XXXX that they had sent the complaint to XXXXXXXX XXXX in regards to my <em>dispute</em> XX/XX/2024 at XXXX, I called Chime Contact Customer Support on the ( XXXX ) number and continued to tell <em>them</em> the same issues and in regard to my denial of no error having occurred, they assured me that they could rebuttal this <em>dispute</em> and I can submit <em>more</em> <em>documentations</em> on behalf of the <em>dispute</em> and it would be re-opened."]},"sort":[14.852184,"9273185"]},{"_index":"complaint-public-v1","_id":"8312233","_score":14.451454,"_source":{"product":"Credit card","complaint_what_happened":"On the night of Sunday XX/XX/XXXX I was violently assaulted on a bar strip in XXXX XXXX XXXXXXXX XXXX, robbed of all my belongings, and woke early morning the next day in a public hospital called XXXX XXXX. I found out all the money in my personal and business accounts with Wise had been withdrawn or spent over the course of the night following my assault. Here is the full story below for context : \" I went out to an area of XXXXXXXX XXXX XXXXXXXX called XXXX on the night of Sunday XX/XX/XXXX. At a little past midnight ( local XXXX time ) I was at a bar called XXXX which shows up as XXXX XXXX on my Wise transactions. \n\nThe last transaction I authorized was for XXXXXXXX XXXX and the transaction number was XXXX ( on Wise 's records ). After this I was the target of an organized crime group to assault, steal, and rob innocent people. \n\nI was violently assaulted outside of the bar by a group of people and they took all my belongings that I had with me at the time. My phone ( XXXX XXXX XXXX XXXX XXXX XXXX ) and my wallet which contained my Wise card and my drivers license. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX \n\nNot being able to speak the language, I was unable to contact my friends in XXXX or my family back home in XXXX to let them know what was going on or get help translating. I did a XXXX scan in the early morning of Monday XX/XX/XXXX, which revealed a fracture on the XXXX XXXX XXXX XXXX XXXX and XXXX XXXX on my brain which likely resulted from a brain XXXX. See below for my medical records. \n\nI found out the next day that all of the money from my personal AND business Wise account had been withdrawn or spent while I was on my way to and in the hospital. The reason I say this was clearly an organized effort is that not only were they able to get into my phone but they also had somehow gotten access to my pin to be able to withdraw money and make transactions. They were also familiar enough with Wise to transfer money from one account to the other to take out all of it from the card. They were either trailing me for days prior, used pin readers, were coordinating with the people who worked at the bar that night, or a mix of all of these. \n\nThe people who robbed me made a ton of ATM withdrawals and machine transactions that total almost {$11000.00} USD. This was all of the money that I had for me and my business. \n\nMy friend and business partner who was also in XXXX was worried as he had not heard from me all night and saw that all the money had been taken from our account. He went and filed a missing persons report with the police in the afternoon of XX/XX/XXXX. I will attach it here. \n\nI personally went and filed a police report myself later in XXXX when I was feeling moderately better. I will also attach it. \n\nWith regards to my medical records. Please make sure these are kept confidential. I did a XXXX and XXXX XXXX Scan on the morning of Monday XX/XX/XXXX. The reports are attached. \n\" I spent 4 days in the hospital and got out on XX/XX/XXXX. I reached out to Wise on XX/XX/XXXX to explain what happened and request to have the stolen money refunded. I provided police reports and medical records which evidently show that I was robbed of all the money. \n\n4 weeks went by and this was their response : \" Hello XXXX, Thanks for your patience. \n\nAfter reviewing your report, we would require further supporting documentation from your end. \n\nThe police report you provided was lodged by your business associate- XXXX XXXX. \n\nSince this dispute involves your stolen device, we would require you to lodge a police report of the robbery incidence and provide us a PDF/Jpeg copy of the report. \n\nLooking forward to hearing from you. \nXXXX XXXX XXXX XXXX Wise \" So I went ahead and lodged an additional police report and sent it to them. \n\nAlmost 10 days later they came back with this ( screenshot also attached ) : \" Hello XXXX, Thanks for getting in touch. \n\nWe couldn't confirm that the transaction ( s ) you reported was/were unauthorized. \n\nPer Visa/MasterCard records , the charge ( s ) was/were authorized with your physical card present at the payment terminal and the correct PIN was entered. Such transaction ( s ) is/are not disputable under \" No cardholder authorization ''. \n\nAs we couldn't confirm any data points suggesting unauthorized usage of your payment instrument, were unable to refund the charge on this occasion. \n\nWell continue to keep an eye on your account and make sure it stays safe. \n\nIf you wish to appeal this decision you may reply to this email, stating : I would like to Appeal. Also, please provide additional information that you think might be relevant to your dispute claim. Well review it thoroughly and get back in touch within 15 business days. \n\nAll the best, XXXX Card Disputes Team Wise \" I didn't understand how they could label my transactions as authorized when I wasn't the one making them. I asked them for more information about the transactions and made an appeal for my case. They didn't give me any of the information. Instead they came back two weeks later with the exact same vague messaging about being unable to authorize transactions ( screenshot also attached ) : \" Hello XXXX, Thanks for getting back to us. \n\nWe performed a supplementary review of your dispute, but couldn't confirm that the transactions you reported were unauthorised. \n\nThe reported transactions were duly approved on your registered device and though the PIN for your card. \n\nAs we couldnt confirm the reported charges as unauthorised, were unable to issue a refund on this occasion. \n\nWell continue to keep an eye on your account and make sure it stays safe. \n\nAll the best, XXXX Card Disputes Team \" After this I called them and demanded to speak to an actual person on the card disputes team because this was the team in charge of making these decisions. I was told that we can not speak to them directly and that we can only go through the support team. So these are the people who decide whether or not I get my {$11000.00} USD back and I can't even speak to them to understand their process, make my case, or ask more information on the fraudulent transactions. \n\nEventually, the support agent told me she could open a dispute case with another team. So I went ahead and re-explained my case with even more detail and proof this time. With time stamps of my XXXX scans at the hospital and the fraudulent transactions. \n\nRight after then froze my card without telling me and I couldn't unfreeze it myself. A week went by and I had to follow up to ask for updates. They got back to me with a message saying that this case was already closed on XX/XX/XXXX even though I opened this case on XX/XX/XXXX. ( screenshot of response attached ) Every time I would write to support in the same email chain, I would get a response from a different person who seemed to have no idea what was going on in the case. Eventually on XX/XX/XXXX I got a response about my actual case. \n\n\" Hello XXXX, Thanks for getting back to us. I apologize for the misunderstanding, let me try to be more elaborate on the case to tackle this misunderstanding. \n\nI looked at your dispute and former communications thoroughly. I can see that you have already provided the transaction numbers you submitted to dispute, your police reports and medical examination reports before on XXXX, XXXX and XXXX. \n\nOur team has gone through your case including these reports and came to a conclusion where we sent the email to you on XXXX which I had shared in my previous email. \n\nI apologize on behalf of my colleague who sent you an email after your phone call to us asking for the same information again. I'm also deeply sorry about what you have gone through. \n\nHowever, like I mentioned above, our dispute team reviewed your case in detail and came to the conclusion : We performed a supplementary review of your dispute, but couldn't confirm that the transactions you reported were unauthorized. \nThe reported transactions were duly approved on your registered device and though the PIN for your card. \nAs we couldnt confirm the reported charges as unauthorized, were unable to issue a refund on this occasion. \nWell continue to keep an eye on your account and make sure it stays safe. \n\nI hope that helps. Just let me know if you have any other questions or you can check out our Help Centre. \n\nSincerely, \" They literally copy pasted the response from the previous case and used that as the response for this case. I don't even know who is in charge of these decisions and I have no way of getting in contact with them because of the lack of transparency. \n\nIt is absolutely ridiculous that a company holding funds for their customers does not let them get in touch with anyone other than the support team and every decision is made behind the curtains. There is no way of even getting information of transactions made with the cards which is information that this company should be keeping track of. \n\nBy and all, Wise has acted extremely negligent in allowing my account to be accessed and for ALL the funds to by taken out without my authorization. How is it possible that someone could go in and take all the money out of an account in transactions that are not congruent with normal consumer behavior and there are no red flags raised internally. Not so much as an email asking me if I want to approve these transactions. On top of that, to deny me the information about the fraudulent transactions. This company has no checks and balances in place and even thought it acts as a bank, it has none of the safeguards in place that a bank should have. It also conceals all of it's customer related decisions from the actual customers and hides behind a wall of support agents who are not in charge of making any decisions. \n\nI demand that Wise refunds me the money that I lost because of their lack of safeguards and transparency. And in general this is very concerning because they have thousands and thousands of customers who store funds with them and are exposed to these threats on a daily basis as well.","date_sent_to_company":"2024-02-08T19:06:24.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"8312233","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TransferWise Ltd","date_received":"2024-02-08T17:41:49.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["All the best, XXXX Card <em>Disputes</em> <em>Team</em> \" After this I called <em>them</em> and demanded to speak to an actual person on the card <em>disputes</em> <em>team</em> because this was the <em>team</em> in charge of making these decisions. I was <em>told</em> that we can not speak to <em>them</em> directly and that we can only go through the support <em>team</em>."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[14.451454,"8312233"]},{"_index":"complaint-public-v1","_id":"6392087","_score":14.154572,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/2022 Dear CFPB, On XX/XX/, 2022 I proceeded to move forward with the submission of an property address to the loan officer XXXX XXXX # XXXX as well as worksheet of the mortgage cost of the property from XXXX XXXX XXXX. \n\nI requested for the loan officer to provide the true cost of the loan but was yet sent a Estimated Closing Cost Worksheet with extra added interest & fees one being for another Credit pull for {$20.00}, and Appraisal Cost included. I was told that XXXX XXXX XXXX XXXX covers appraisal cost but yet they choose to apply the fee to me, I was told that I had 120 days before needing a new credit pull. The 120 days would have been dated exactly on XXXX XXXX, 2022 the day I via emailed requested documentation of the loan officer # XXXX. \n\nI am consistently being denied the right to use my reasonable accommodations in this matter regarding an extension of time to read, retain, process, and comprehend to the understand the XXXX XXXX XXXX XXXX terms and loan mortgage steps within the loan mortgage process. \n\nIn regards to submitting the request of the loan officer XXXX # XXXX I did come close to the 120 day mark and do not feel as though I should have to be charged for another hard Credit pull that will affect my credit score and in the decision of other loan officers and underwriters to loan me any requested amount to obtain a home as a First time Home Buyer, when my reasonable accommodations under the respect of the American XXXX Act ( XXXX ) have not been considered in this matter. \n\nI have asked in several conversations to loan officers assigned to my loan account number # XXXX including the resolution officer currently working with XXXX XXXX, # XXXX which there have been several attached to my profile in the XXXX XXXX XXXX XXXX online system being used XXXX XXXX that also has been technical issues with as it is not updated, to use my accommodations and where I could submit them to in order to be considered and still no response as it relates to this matter, but yet a persistent dispute to pull my credit. \n\nResolution I am requesting that XXXX XXXX dispute the inaccuracies of my Credit Report that they have pulled more than once and remove the discrepancies correcting all issues. I do not want my credit report pulled until these issues are resolved please review uploaded attachments of everything highlighted and showing documentation. \nLoan number # XXXX, XXXX XXXX is playing around with loan numbers using the same credit report every time I apply for a mortgage loan with them without correct and disputing the inaccuracies as well as not considering my reasonable accommodations. \n\nSecondly, I am also requesting that XXXX XXXX XXXX XXXX pursue to update there online Software and Hardware requirements to support the operation functioning, new versions of operating systems and web browsers for better successful access to XXXX XXXX XXXX XXXX XXXX and online banking products, an app and platform to become more efficient and responsive to those of XXXX. \n\nLastly, to build the use of friendlier apps that promotes reminders ; step by step instructions accordingly to policy & procedures highlighted in Red ; online copies of the application and signed documents ; Green notifications to indicate that every step by step process has been completed ; and forms that document & communicate and record agreements of information regarding XXXX reasonable accommodation requests of the XXXX consumer to XXXX XXXX XXXX XXXX and any employed representation for consumers protection of their equitable rights under the ( XXXX ) in place in the United States of America to be used. \n\nLastly, I am requesting to be in contact with the Communications Department Team of the XXXX XXXX XXXX XXXX lending business. As it relates to receive proper Disclosure protocol with electronic communication, agreement to receive electronic communication, products and services, access to disclosures and requesting paper copies, termination & changes, and consent provisions that have been in violation of me by law, regulations or rule provided to me in writing. \n\n\n\nAnd I would also like this information sent to HEADQUARTERS & PRESIDENT & CEO XXXX XXXX, please consider this matter to be affective and in motion for changes to be made. \n\n\nReview on my behalf : CFPB whos role in this matter is to make sure that I am being treated fair by banks, lenders and other financial institutions. \n\n\nKindly.","date_sent_to_company":"2023-01-03T08:49:05.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"75034","tags":"Servicemember","has_narrative":true,"complaint_id":"6392087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-01-03T08:00:29.000Z","state":"TX","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Resolution I am requesting that XXXX XXXX <em>dispute</em> the inaccuracies of my Credit Report that they have pulled <em>more</em> than once and remove the discrepancies correcting all issues. I do not want my credit report pulled until these issues are resolved please review uploaded attachments of everything highlighted and showing <em>documentation</em>."]},"sort":[14.154572,"6392087"]},{"_index":"complaint-public-v1","_id":"6392066","_score":14.154572,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/2022 Dear CFPB, On XX/XX/2022 I proceeded to move forward with the submission of an property address to the loan officer XXXX XXXX # XXXX as well as worksheet of the mortgage cost of the property from XXXX XXXX XXXX. \n\nI requested for the loan officer to provide the true cost of the loan but was yet sent a Estimated Closing Cost Worksheet with extra added interest & fees one being for another Credit pull for {$20.00}, and Appraisal Cost included. I was told that XXXX XXXX XXXX XXXX covers appraisal cost but yet they choose to apply the fee to me, I was told that I had 120 days before needing a new credit pull. The 120 days would have been dated exactly on XX/XX/2022 the day I via emailed requested documentation of the loan XXXX # XXXX. \n\nI am consistently being denied the right to use my reasonable accommodations in this matter regarding an extension of time to read, retain, process, and comprehend to the understand the XXXX XXXX XXXX XXXX terms and loan mortgage steps within the loan mortgage process. \n\nIn regards to submitting the request of the loan officer XXXX # XXXX I did come close to the 120 day mark and do not feel as though I should have to be charged for another hard Credit pull that will affect my credit score and in the decision of other loan officers and underwriters to loan me any requested amount to obtain a home as a First time Home Buyer, when my reasonable accommodations under the respect of the American Disability Act ( ADA ) have not been considered in this matter. \n\nI have asked in several conversations to loan officers assigned to my loan account number # XXXX including the resolution officer currently working with XXXX XXXX, # XXXX which there have been several attached to my profile in the XXXX XXXX XXXX XXXX online system being used XXXX XXXX that also has been technical issues with as it is not updated, to use my accommodations and where I could submit them to in order to be considered and still no response as it relates to this matter, but yet a persistent dispute to pull my credit. \n\nResolution I am requesting that XXXX XXXX dispute the inaccuracies of my Credit Report that they have pulled more than once and remove the discrepancies correcting all issues. I do not want my credit report pulled until these issues are resolved please review uploaded attachments of everything highlighted and showing documentation. \nLoan number # XXXX, XXXX XXXX is playing around with loan numbers using the same credit report every time I apply for a mortgage loan with them without correct and disputing the inaccuracies as well as not considering my reasonable accommodations. \n\nSecondly, I am also requesting that XXXX XXXX XXXX XXXX pursue to update there online Software and Hardware requirements to support the operation functioning, new versions of operating systems and web browsers for better successful access to XXXX XXXX XXXX XXXX mobile and online banking products, an app and platform to become more efficient and responsive to those of disabilities. \n\nLastly, to build the use of friendlier apps that promotes reminders ; step by step instructions accordingly to policy & procedures highlighted in Red ; online copies of the application and signed documents ; Green notifications to indicate that every step by step process has been completed ; and forms that document & communicate and record agreements of information regarding disability reasonable accommodation requests of the disabled consumer to XXXX XXXX XXXX XXXX and any employed representation for consumers protection of their equitable rights under the ( ADA ) in place in the United States of America to be used. \n\nLastly, I am requesting to be in contact with the Communications Department Team of the XXXX XXXX XXXX XXXX lending business. As it relates to receive proper Disclosure protocol with electronic communication, agreement to receive electronic communication, products and services, access to disclosures and requesting paper copies, termination & changes, and consent provisions that have been in violation of me by law, regulations or rule provided to me in writing. \n\n\n\nAnd I would also like this information sent to HEADQUARTERS & PRESIDENT & CEO XXXX XXXX, please consider this matter to be affective and in motion for changes to be made. \n\n\nReview on my behalf : CFPB whos role in this matter is to make sure that I am being treated fair by banks, lenders and other financial institutions. \n\n\nKindly.","date_sent_to_company":"2023-01-03T08:49:19.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"75034","tags":"Servicemember","has_narrative":true,"complaint_id":"6392066","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-01-03T08:49:13.000Z","state":"TX","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I was <em>told</em> that XXXX XXXX XXXX XXXX covers appraisal cost but yet they choose to apply the fee to me, I was <em>told</em> that I had 120 days before needing a new credit pull. The 120 days would have been dated exactly on XX/XX/2022 the day I via emailed requested <em>documentation</em> of the loan XXXX # XXXX."]},"sort":[14.154572,"6392066"]},{"_index":"complaint-public-v1","_id":"8180504","_score":14.152602,"_source":{"product":"Credit card","complaint_what_happened":"On Wednesday XX/XX/XXXX at XXXX I received a text message claiming to represent USPS which told me my package was unable to be delivered and needed an update for its delivery address. I had several late packages at the time and was very busy, so I clicked the link in the text I had received, where I was asked to fill out my address and pay a {$0.00} fee to USPS for redelivery. On the night of XX/XX/XXXX, Wells Fargo began sending me emails saying that they had detected fraudulent activity on my account, listing two healthcare charges I had made and a {$3100.00} payment to a business named XXXX XXXX in XXXX XXXX, MA. On XX/XX/XXXX I received another email from Wells Fargo stating that my credit card had been added to an XXXX XXXX, even though I had not authorized this. I noticed these emails on the afternoon of XX/XX/XXXX and checked my Wells Fargo account soon after, where I noticed that XXXX fraudulent charges to XXXX XXXX totaling {$9900.00} had been charged to my Wells Fargo credit account, charges of {$3100.00}, {$3100.00}, {$2000.00}, and {$1700.00}. At XXXX on XX/XX/XXXX I made my first phone call to Wells Fargo , where I explained I was the victim of a phishing scam and that I would like to have the charges canceled. The Wells Fargo customer service agent I spoke with on the phone informed me that three of the charges had already been approved but she was able to confirm that one had been denied. The Wells Fargo agent asked me if I had contacted the merchant associated with the charges, I told her I had not because I had never had any contact with the merchant. She told me she would file a dispute and that while the dispute was ongoing no interest would accrue and that I would not have to pay the charges during that time. After doing more research online about credit card fraud, I became worried the first agent had thought I had a dispute with a merchant and decided to call again to make sure. I also wanted to make sure my card was permanently canceled. For this reason I initiated a second call with Wells Fargo at XXXX where I spoke with a young man who told me that the first agent had done something wrong but not to worry because he would send my case to the fraud department. The agent reassured me multiple times and told me not to let the incident ruin my XXXX. I also asked that my card be canceled, the agent had my card canceled and issued me a new one to arrive in 7 business days. On XX/XX/XXXX I received an email from WF which stated dispute initiated On XX/XX/XXXX I received an email from Wells Fargo asking me to contact them for more information on my dispute. I also got a dispute status update that said waiting on merchant on the same day. On XX/XX/XXXX I replied to the email I was asked to contact WF with, XXXX. I wrote a detailed letter explaining what happened with a screenshot of the phishing text I had received on XX/XX/XXXX. On XX/XX/XXXX I followed up on this email to Wells Fargo. On XXXX I received a dispute status update saying that my dispute had been forwarded to the fraud team. At XXXX on XX/XX/XXXX I received a call from Wells Fargo asking me for more information on what had happened so they could process my fraud case. I explained what I had said previous times about the text I had received and the charges had been made to my account. I asked for a caller confirmation number, but the agent told me that they didnt have those and that it was unneeded because all my information would still be recorded by Wells Fargo . The agent thanked me for the information and ended the call, which lasted three minutes in total. On XX/XX/XXXX I received an email that said further action was needed on my dispute and to call Wells Fargo. On XX/XX/XXXX I also received a letter from Wells Fargo dated XXXX which stated that my fraud case had been denied because they had reason to believe that I had authorized the transaction. On XX/XX/XXXX I called Wells Fargo to request information on why they had denied my dispute, I was told that they would send this information by mail. It has not yet arrived. On XX/XX/XXXX I began working with my father to draft a letter to Wells Fargo and started looking into other options to help me with this case, among those the CFPB. On XX/XX/XXXX I decided to undertake one last phone call with Wells Fargo on XX/XX/XXXX to understand my rights to appeal. The first woman I spoke with said to help me she needed more information. Given I had already given WF information, I provided minimal information this time. The agent said my fraud case had been denied because I was the victim of a scam. The agent told me she was going to send me to another agent, who said she needed more information on my case to help me. A bit frustrated, I asked what my rights to appeal were. This was not answered, and I was told my other option was to refile my dispute as a non-fraud case. I asked the agent why it would be classified as non-fraud and she told me she didnt know, that every case has different circumstances. She then asked for more information so she could help me. Seeing little chance of any help, I ended the call and decided to contact the CFPB. As of today ( XX/XX/XXXX ), I am still being held responsible by Wells Fargo for the 4 charges to XXXX XXXX totaling {$9900.00}. \n\nI have provided documentation as attachments of the fraudulent text I received, my emails with Wells Fargo, my phone call record with Wells Fargo, the letter I sent Wells Fargo etc","date_sent_to_company":"2024-01-18T15:25:36.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"019XX","tags":null,"has_narrative":true,"complaint_id":"8180504","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-01-18T13:37:20.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["On XXXX I received a <em>dispute</em> status update saying that my <em>dispute</em> had been <em>forwarded</em> to the fraud <em>team</em>. At XXXX on XX/XX/XXXX I received a call from Wells Fargo asking me for <em>more</em> information on what had happened so they could process my fraud case. I explained what I had said previous times about the text I had received and the charges had been made to my account."]},"sort":[14.152602,"8180504"]},{"_index":"complaint-public-v1","_id":"8218809","_score":14.137655,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"There is a fraudulent credit card account that was opened in my name and I reported it as fraud a few weeks ago. I talked to XXXX XXXX and manager XXXX XXXX about the fraud account. XXXX XXXX told me that the account would be closed and taken out of my name for being fraudulent. I found the account on my credit bureau report and disputed the account. I received confirmation from the credit bureaus on XXXX that this account is valid which is incorrect. Everytime I try to call the fraud dept they tell me they cant give me any information about the account, because they cant validate me. This bank is violating my rights as a consumer with the fcra and this account need to be taken out of my name asap. Per Section 623 ( a ) ( 1 ) ( B ) The FCRA prohibits information furnishers from providing information to a CRA that they know or have reasonable cause to believe is inaccurate. Reporting information that you know to be inaccurate, or failing to report information correctly, violates the Fair Credit Reporting Act. I sent a validated ftc identity theft repprt with my credit bureau dispute showing that this fraudulent credit card was opened in my name. This bank has failed to comply with my rights as a consumer with the fcra and are continuously trying to make e responsible for a fraudulent credit card account. If this account is not closed and taken out of my name asap. I will be moving forward with filing a lawsuit against first horizon bank. The violations of the fcra this company are committing are as states : Creditors give reporting agencies inaccurate financial information about you. Agencies fail to follow guidelines for handling disputes. Reporting agencies providing information to unauthorized persons or businesses. Failing to have a reasonable procedure for you to report identity theft ( or supplying credit information on an account where identity theft was previously reported ). Reporting that an account was active after it was reported as a fraud account. This account is also only reporting to XXXX and XXXX credit bureau. It is not reporting to XXXX credit bureau, and Im trying to understand if it is a valid account why isnt it reporting to XXXX? I spoke to XXXX XXXX in the ceo office for XXXX XXXX who emailed my concerns to the appropriate department on XXXX. I talked to employee XXXX and the manager XXXX XXXX in the office of the president in customer solutions. XXXX XXXX told me since, I filed a complaint with the cfpb that they will respond to my complaint through that portal. I talked to XXXX credit bureau on XXXX and they informed me that the received a signed application and a copy of my license from first horizon bank who validated this fraud account. I have never signed a application with my signature and I have never sent this bank a copy of my license. I sent a dispute through XXXX credit bureau in which, I uploaded my license, ssn, and ftc identity theft report. That is how this bank received my license and they are sending my license back to the credit bureau lying like they received it directly for me which is a lie. This account was initially opened with a XXXX address and Im located in XXXX XXXX. When I spoke with XXXX XXXX he told me that he would be updating my phone number and address for the investigation team to be able to contact me regarding the investigation. When a consumer reports a fraud account to a creditor the account is supposed to be closed down immediately for fraud as a investigation take place. This account was never closed, and a investigation never took place. I was never notified of the fake investigation, and I was never sent documents showing how this account is validated in my name. Then this bank lied to XXXX credit bureau by sending them a application that dont have my signature on it, and my drivers license that XXXX sent them from my dispute. First horizon bank have broke many laws, and multiple violations within the fcra.I have attached my license, social security card, and ftc identity theft report to this complaint so they can verify me! They also verified me when they sent the response to my fraud claim with XXXX credit bureau on XXXX! Which they lied like I sent them my license and signed an application which is also a LIE! So how cant they verify me with the CFPB, but they verified me with my dispute with XXXX credit bureau on XXXX to say THAT THIS ACCOUNT IS VALID?! This bank is known for lying, manipulation, playing games, and not following proper protocol with consumers fraud disputes. A ftc identity theft report is with the ( federal trade commission ) which is within the federal government which is needed when a consumer is filing an identity theft report. My drivers license, social security card, and ftc identity theft report is more than enough to validate my identity. I dont have to go to a branch where I dont bank to bring any documentation when, Ive uploaded my information on the CFPB website. This bank is trying its best to make me go out of my way to prove who I am and I AM NOT DOING NONE OF THAT! Ive contacted customer resolutions, the fraud department, several managers, the corporate office, and the ceo which is every department within this bank to resolve this issue. This bank have more than enough information and need to do their due diligence to resolve this issue. If this account isnt closed, taken out of my name, and taken off of my credit report ASAP. I will be filing a lawsuit against FIRST HORIZON BANK!","date_sent_to_company":"2024-01-25T00:10:27.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"381XX","tags":null,"has_narrative":true,"complaint_id":"8218809","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST HORIZON BANK","date_received":"2024-01-25T00:05:33.000Z","state":"TN","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Which they lied <em>like</em> I sent <em>them</em> my license and signed an application which is also a LIE! So how cant they verify me with the CFPB, but they verified me with my <em>dispute</em> with XXXX credit bureau on XXXX to say THAT THIS ACCOUNT IS VALID?! This bank is known for lying, manipulation, playing games, and not following proper protocol with consumers fraud <em>disputes</em>."]},"sort":[14.137655,"8218809"]},{"_index":"complaint-public-v1","_id":"11582831","_score":14.1152115,"_source":{"product":"Checking or savings account","complaint_what_happened":"This account is very similar to an account here : XXXX XXXX XXXX XXXX XXXX XXXX  except it is a different scam, and has been even more egregiously mishandled. I have still not gotten my money back from the scammer. If Capital One can handle this account, then surely they should have been able to handle mine. \n\nXX/XX/XXXX - XX/XX/XXXX : I was a victim of a pig butchering scam, where a third party scammer in the XXXX coerced me to 'invest ' money into a business, and other exploits, through XXXX XXXX I was then gaslighted and extorted further via a recovery scam to protect my already invested money ( for a total of {$60000.00} ). A full timeline of this scam ( XXXX XXXX XXXX XXXX XXXX XXXX  ), along with over 170 pieces of evidence ( numbered with corresponding IDs ), is included attached to this report. \n\nXXXX : I fully become aware I am being scammed, and immediately called XXXX to attempt a resolution, who in turn told me to contact Capital One, as they could only get my money back if approved by my bank. This is due to the fact that the scammer insisted I use the 'friends and family ' function. \n\nXX/XX/XXXX : I then filed a report with Capital One, opening a claim totaling the amount of money I lost to the scam ( {$60000.00} ). My claim was then filed incorrectly, as the agent placed it under the incorrect category. \n\nXX/XX/XXXX : I began to search out legal counsel in both the XXXX and XXXX with the possibility of helping this dispute. \n\nXX/XX/XXXX : The second time my claim was refiled, it was split into two claims for some reason, and I had one of them ( {$6700.00} ) returned within two hours, which presumably notified the scammer as to my intent to get my money back - something I explicitly cautioned against multiple times, in fear the scammer might retaliate and delete online presences, running off with all my money. Capital One continued to mishandle my claim, refiling it continuously due to various errors on their end. That same day, it was refiled once again for the full amount of {$60000.00}. Multiple times over the phone, I was assured I was being scammed. An agent specifically told me that chat logs and contracts with the scammer would help towards the investigation, so I began to collect these pieces of information. \n\nXX/XX/XXXX : I went to a physical Capital One branch to send out a Written Statement of Unauthorized Debit, which Capital One later claimed they have never received ( despite me possessing physical confirmation of the fax receipt ) An agent told me there, at XXXX, to keep the {$6700.00} until I was able to settle the dispute for the full amount. No provisional credit was ever granted. \n\nXX/XX/XXXX : Not wanting to leave any more room for error, I sent a folder to the Capital One Investigation team containing over 170 pieces of evidence clearly proving I was a victim of a scam, including proof of the scammers falsified claims, fabricated government credentials and many contracts that the scammer had consented to and had clearly broken. Capital One treated this case as if I had purchased a product or service, continuing to tell me that I should work with a vague merchant. Even when I explained the nature of the scam, Capital One consistently responded with this vague merchant line, even when talking to supervisors and explicitly telling them I was scammed and had purchased no product. \n\nXX/XX/XXXX : I updated the Capital One Investigations team with the fact the scammer continues to renege on all contractual duties and refuses to work towards a solution. Additionally, I offered a recap of every reason I believe I am a victim of a scam, which includes a total 33 suspicious actions the scammer consistently did over our communications, some of which alone would have constituted a scam. Evidently, this clear line of reasoning was ignored as my claim would soon be rejected for irrelevant reasons. \n\nXX/XX/XXXX : I was notified that my claim was denied, because the merchant ( I assume XXXX, in this case ) said I had authorized sending money to the scammer. The fact I had sent the money should be irrelevant, as this is literally how scams work ; all it proves was that I was a victim of the scam. This is something which I have explained to them many times, and the nonchalant response ( as well as the lack of any requests for further information ) proves Capital One did not even care to treat my claim seriously or review the evidence at all. \n\nXX/XX/XXXX : When I called with questions regarding my denial, Capital One said the claim was again filed incorrectly, that they were refiling it once more, and that I could continue to vaguely work with the merchant. I did not purchase anything from anyone, so I am unsure what merchant they are even referring to. And how am I intended to work with a scammer who has no intention of returning my money? Due to the mishandling of my claim, I was then accused over the phone of filing this claim 4-5 times, which is simply untrue. When asking about why my claim was denied, as it was established I had sent money to the scammer, I was simply told to fill out the provisional credit form once more, as if it was a fair replacement to a proper investigation. I was then told I was NOT scammed, and that my case was being refiled again. I was never notified of this refiling via email as per protocol, and needed to ask about the case twice to receive any useful information about it. A male supervisor who was quite standoffish also told me there was nothing Capital One could do about getting my money back at this moment, which is also untrue as they had already partially charged back the money I had lost. \n\nXX/XX/XXXX : I contacted CFPB and the State Attorney General over the phone, and was assured that scams like these should be classified as an unauthorized transaction. If this is indeed the case, why was my case rejected by Capital One, due to the fact it was 'authorized '? \n\nXX/XX/XXXX XXXX : At the advice of CFPB and other agencies, I contacted the XXXX Police Department to file a police report regarding the incident. Additionally, CFPB once more agreed this case was a scam. \n\nXX/XX/XXXX : My case was rejected again, once more because the payment was authorized, despite already issuing a prior chargeback. I talked to Capital One, and was told that a contract specifically stating I am to be repaid would be needed. Again, this is just how scams work- being a victim of a scam should not allow a scammer to get away with it. However, I had received consent for a previously unsigned contract I had supplied to the scammer on XX/XX/XXXX. This document includes a clause which says I am able to chargeback all my money in the case of a dispute ; as me and the scammer are currently in a dispute, I have sent this to Capital One to honor the contract and return my money. \n\nXX/XX/XXXX : At the advice of the CFPB, I submitted a report to ic3 regarding this scam. \n\nXX/XX/XXXX : I submitted my FTC, FBI and Police reports to XXXX over the phone, to a supervisor. A supervisor told me that XXXX can only mention payments as authorized or unauthorized, which ONLY shows if an account has been hacked into by a third party. I could very well still have been scammed, which is the case here. I then called Capital One to clearly explain this. The agent, XXXX, took note of this, and said these should count as unauthorized payments. Additionally, he requested the Investigations department contact me. \n\nXX/XX/XXXX : I was told the claim was once again rejected for a third time, despite clear evidence and police reports. However, I was not notified of this. Again, I was advised to vaguely settle with the merchant. Being a victim of a scam is cited as the basis for my claim denial once more. They claimed the scammer let me have the small sum before, even though it was a clear bank chargeback. A very helpful agent named XXXX agreed to open up another case regarding this. Received email proof from the XXXX executive office proving unauthorized only refers to having been hacked, which PROVES Capital One 's denial basis is invalid; sent this proof to Capital One. However, Capital One would deny the claim on these same irrelevant grounds within two days. \n\nXX/XX/XXXX : Was given XXXX Ones corporate number. \n\nXX/XX/XXXX : I found evidence ( XXXX XXXX XXXX XXXX XXXX XXXX  ) that Capital One allows clients to speak to the investigation team, the account being very similar to my own. I have learned the issue - that there is no category to file my claim properly, and so it continues to be rejected. Called and asked to talk to the back office. Talked to XXXX, who was unable to transfer me to the back office, but was able to message them about the misclassification. My claim was denied yet again for the same banal reason. \n\nXX/XX/XXXX : Contacted the corporate team, who only sent me back to the claims department. I have only been advised to talk to the merchant or wait even longer, which is unacceptable for a case as urgent as this one. I also contacted the fraud, claims, customer service, and complex claims department, who were unable to help me as they redirect me anywhere but where I need to go. \n\nXX/XX/XXXX : The bank was able to recover some money, but then gave me an excuse that they were 'unable to recover ' the rest of my money, because it has been more than 60 days since the ACH payment cleared. A new case was filed for the fraud team to investigate this. This is in DIRECT violation of Regulation E, since I had an extenuating circumstance and the bank REFUSED to honor it. The bank also said my transactions are authorized ; scammed transactions under Regulation E are UNAUTHORIZED. \n\nXX/XX/XXXX : After proving this all to the bank, my claim was once again rejected ... because the payment was 'authorized '. This is in DIRECT violation of Regulation E, and this is the same excuse they used so many times before. In fact, the email I sent them has proof IN IT that this is in violation of Regulation E, and they ignored it. \n\nThroughout this process, Capital One failed to adhere to Regulation E guidelines : XXXX Misclassification of Transactions : SIX times ignored clear evidence and documentation, essentially citing my being a victim of a scam as the basis for denial. When confronted with direct evidence, Capital One abandoned this premise, and found another excuse to deny the claim. Eventually, Capital One denied my claim on entirely nonsensical grounds, and disallowed me from communicating with the investigations team. *** Failure to Investigate Adequately : The investigation team relied on irrelevant evidence without reviewing submitted evidence of the scam, which more than proves I was a victim, suggesting a severe mishandling of the case. Failed to reach out regarding additional information or to allow me to properly explain myself. Failed to understand XXXX classification of authorized or unauthorized only refers to if an account has been hacked, and not scams. Failed to differentiate authorization from scams. Failed to notify me of claim denials or refiling. *** Improper Handling of Investigation : The investigation team mishandled and refiled the case multiple times with inconsistent results, while having no meaningful follow-up communication or investigation. Much of the given advice was contradictory, and I was not notified when my claim was refiled. Shifting responsibilities to work with a vague 'merchant ' is not appropriate, as there is no merchant, and the scammer has no intention to return any of my money. Capital One has the duty to protect the customer, and handle these claims in a prompt and thorough manner. As of XX/XX/XXXX, the scammer has still refused to return any money or deliver on any obligations, contractually bound or otherwise. I am being sent in circles by dispute resolution in spite of clear evidence, and Capital Ones repeated failures to follow proper procedure under Regulation E have left me financially burdened and without recourse. Additionally, Capital Ones actions have notified the scammer, now making it possible for the scammer to delete online presences and get away without consequences at any moment. The inability to redirect me to the proper team or to have them reach out to me, have made it impossible to fix this issue, as each department forwards me to the next. Due to these DIRECT violations of Regulation E, which have caused much financial injury and were not reasonably avoidable, I am filing this complaint under UDAAP.","date_sent_to_company":"2025-01-16T17:21:36.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Other banking product or service","zip_code":"75024","tags":null,"has_narrative":true,"complaint_id":"11582831","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-01-16T16:39:43.000Z","state":"TX","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["The inability to redirect me to the proper <em>team</em> or to have <em>them</em> reach out to me, have made it impossible to fix this issue, as each department <em>forwards</em> me to the next. Due to these DIRECT violations of Regulation E, which have caused much financial injury and were not reasonably avoidable, I am filing this complaint under UDAAP."]},"sort":[14.1152115,"11582831"]},{"_index":"complaint-public-v1","_id":"3005831","_score":14.107843,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"American Express Account Services says that I owe a charge of XXXX for XXXX XXXX XXXX that has been in dispute since XXXX, XXXX. Throughout the year, this dispute has been ruled in my favor, however someone inside of AMEX continues to overturn the credit with a debit. I have provided them indisputable evidence that this was paid for, with the hotel invoice dated and stamped paid with the AMEX card. Between XXXX and XX/XX/XXXX, I had many conversations with them, uploading this document at least 3x. Finally, on XX/XX/XXXX, I was on a call with their 2nd level manager in Disputes, XXXX XXXX. He asked me to email the invoice to him. I did. He remarked that it was clear it was paid for. He then went through all the notes since XXXX which contained my call in conversations about this. He said that AMEX really messed up my account and continued to add debits and credits incorrectly He said that I owe nothing and that I will never be contacted by them again. He said he was adding a permanent credit which would take care of this forever. I asked him to conference in the Accounts team to let them know because I had low confidence that AMEX would never call me about this again. He said he would tryhe put me on hold and tried to conference me in but said that the accounts team would not participate in a conference call with me to resolve this. He assured me that he told them about this and that he has provided a permanent credit on my account, and that I would never be called again to collect this money. I asked for written documentation and he would not provide it. I asked him to reply to me email stating that this was closed and I no longer owe the money. He said he could not, but again assured me that I would never get a call. He said if they call again, to email him and or call him at his extension. XXXX ' and extension XXXX. This week, I received 4 calls from AMEX saying that I owe the money. Upon the first call, Monday, XX/XX/XXXX I sent XXXX an email telling him that I was contacted by them and that I owe the money. He did not reply. The next day I received another call and sent XXXX another email. He did not reply. This morning, I tried to look up AMEXs US Consumer Complaint contacts and there is none to be found. I found official complaint processes for XXXX, XXXX, and XXXX on their site, but nothing for the US. As a result, I sent an email to the Leaders of XXXX XXXX asking for their help to provide me with a high level US executive who can fix his companys internal issues and close my  account out paid in full. I sent it to the following : XXXX XXXX Senior Vice President, XXXX Business and CEO,  XXXX XXXX XXXX XXXX Country Business Head, Global Corporate Payments, XXXX Mr. XXXX XXXX Head of Operations American Express Banking Corp . \nNodal Officer Mr. XXXX XXXX XXXX Today, I received another call from AMEX stating that I owe the money. Just like all the rest of the agents, I have asked all of the customer service reps to read the prior notes and/or view the document that had been previously uploaded showing this is paid in full. I also asked them to review the previous notes with Ankit where resolution was provided. None of them would act on those prior notes. Today, Customer Service Rep XXXX ( ID XXXX ) promised me she would close this out. She asked for 2 hours to review the prior phone conversations with XXXX ( XXXX is on Medical leave ). She called me back and said she listened to the taped conversations with me and XXXX and acknowledged that XXXX resolved this issue, stating I do not owe the money. I asked her to act on itshe said she could not. I said what more do you needyou  listened to a tape of your manager talking with me and stating that I did not owe the money. She said she could not act upon that and that I need to speak with XXXX whenever he returns. I asked her to forward me to AMEX official complaint department where I can log the complaint. She said that Im talking to the department and she will log the complaint for me. I asked her for a copy of my complaint so that I have a record of it. She said there is nothing she can provide me. I asked her for the name of a VP in charge of her department. She said she could not provide it. I explained to her that I will be filing a formal complaint with the Consumer Financial Protection Bureau.","date_sent_to_company":"2018-08-29T20:39:27.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"80126","tags":null,"has_narrative":true,"complaint_id":"3005831","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2018-08-29T20:07:07.000Z","state":"CO","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["He said he would tryhe put me on hold and tried to conference me in but said that the accounts <em>team</em> would not participate in a conference call with me to resolve this. He assured me that he <em>told</em> <em>them</em> about this and that he has provided a permanent credit on my account, and that I would never be called again to collect this money. I asked for written <em>documentation</em> and he would not provide it. I asked him to reply to me email stating that this was closed and I no longer owe the money."],"sub_issue":["Credit card company isn't resolving a <em>dispute</em> about a purchase on your statement"]},"sort":[14.107843,"3005831"]},{"_index":"complaint-public-v1","_id":"10562666","_score":14.017949,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/year> I spoke with XXXX XXXX  XXXX XXXX. \nThey told me about their product and they said they needed to hold a no charge reservation with my credit card in order to be able to speak further about their product. \nI never bought their product and have to date never received anything from this company. \nWhen I got off the phone with them I had an alert that they had charged my Citi credit card {$5300.00}. I called XXXX XXXX back and said I absolutely did not want their product and requested they refund the amount immediately. They said they would do that, but never did. \nWhen I contacted Citi Cards they took a fraud dispute and said don't worry, you are not responsible for the charges. Citi Cards has not taken my fraud dispute seriously and have been hazy at best about communication. Now they are saying they won't refund the amount which is unacceptable. \n\nWhen you look at my attached communication with Citi you can see that their responses are not documented and now when I ask to see any responses they are not posted and have been erased from Citi Cards Site. This is shady and clearly illegal. \n\nI tried to file another claim and they said they did that, but no record of this exists. I told them I would file a complaint with CFPB and the agent didn't know what that was. \n\nHere is part of my communication with Citi Cards : You sent me a notice saying there is an update to my fraud claim, but I don't see anything posted in online my account. \nI'm am highly disturbed by the fact you are not taking this claim seriously. This was a scam and rip off. There is no way I should be billed for this service. I have not received any service or any product from this scam company XXXX XXXX that claims to be in XXXX XXXX. I expect a credit to my account ASAP. \n\nXXXX XXXX On Tuesday, XX/XX/year> at XXXX XXXX  CST, XXXX XXXX, XXXX, XXXX XXXX wrote : You have requested more details in regards to the fraudulent charges of {$5300.00} to my XXXX Credit Card ending in XXXX. \n\nXX/XX/year>, Attn Citi Fraud Team, In regards to your letter. My response is below which states again this was a fraudulent charge. Your letter for additional information is attached to this email. \n\n\nFirst, you asked for documentation. There is no documentation. Let me explain. \n\n\nOn XX/XX/year>, XXXX XXXX, who said he was with XXXX XXXX was talking to me about their fake product, He found me on XXXX via a fake ad. When we spoke after a while the guy said he needed a valid credit card to see the product. He never said he was going to charge anything to the card. This was a scam and unfortunately he did not provide any documentation saying Dear XXXX we are going to rip you off and we are organized crime in XXXX XXXX. I wish I had something in writing, but I do not. This was a scam and credit card fraud plain and simple. \n\n\nThe product they were talking about was supposed to be an online photo and storytelling tool for real estate. They said I could not see this cutting edge Ai product unless I gave them a credit card to verify that I was really interested. Again, they never said they would charge this {$5300.00} amount, nor did I agree to that. I thought this was like when you give a credit card to hold a hotel room. \n\n\nAfter the call I researched the product they claimed they had and I could not find anybody using it. I called that XXXX person and said I dont want to move forward. That was XX/XX/year>. Thats also when I realized they had charged my card the entire {$5300.00} without my authorization. I asked that person via voice message to refund my card immediately and that's when I received no calls back. \n\n\nWhen I reached out to the same number the next day nobody picked up. I called multiple times and finally some guy who said he was XXXX XXXX in XXXX picked up and I clearly told him I was 100 % not interested in the product and refund my credit card in full immediately. He said he was on vacation and would address it after his time off. \n\nWhen he said he would not do the refund immediately and I realized this was a fraud scam that is when I called Citi Fraud and reported this. \n\n\nRespectfully, XXXX XXXX","date_sent_to_company":"2024-10-24T18:55:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"89135","tags":null,"has_narrative":true,"complaint_id":"10562666","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-10-24T18:31:18.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXX XXXX On Tuesday, XX/XX/year> at XXXX XXXX  CST, XXXX XXXX, XXXX, XXXX XXXX wrote : You have requested <em>more</em> details in regards to the fraudulent charges of {$5300.00} to my XXXX Credit Card ending in XXXX. \n\nXX/XX/year>, Attn Citi Fraud <em>Team</em>, In regards to your letter. My response is below which states again this was a fraudulent charge. Your letter for additional information is attached to this email. \n\n\nFirst, you asked for <em>documentation</em>. There is no <em>documentation</em>. Let me explain."]},"sort":[14.017949,"10562666"]},{"_index":"complaint-public-v1","_id":"8141111","_score":13.998778,"_source":{"product":"Credit card","complaint_what_happened":"Appeal : Dear Citibank, I hope this message finds you well. \n\nI have contacted many people who have not helped me or who have not given me a fair chance. I am confident that with writing to you I will be able to get my 4 Citibank credit cards that were mistakenly closed re-opened.\n\nI am writing this letter to request my 4 Citibank credit cards get re-opened and remain opened and my great relationship with Citibank to be re-opened and remain opened. \n\nCredit cards needing to be re-opened and remain opened : 1. Citi/AAdvantage Platinum Select World Elite Mastercard ending in XXXX XXXX. Costco Anywhere Visa Card ending in XXXX XXXX. Citi Diamond Preferred Card ending in XXXX XXXX. Citi Premier Card ending in XXXX With gratitude, as a loyal Citibank active member with multiple years of great business with Citibank, I need my 4 Citibank credit card accounts and great relationship with Citibank to be opened. I have never missed a payment, have always paid in full or even extra than the statement amount, and have been exemplary in this. This is evident by the current negative balance as I have always paid my cards in full or more. I have never missed a payment and have always paid early or on time. One of the bankers at Citibank even called me an exemplary customer. Thus, I am not sure where the errors happened and likely could be miscommunication on both ends.\n\nI spoke to a representative recently who stated that indeed Citibank did make errors on my account and they should not have been closed. When both Citibank reached out to me and when I reached out to Citibank to confirm these charges were mine, the representatives I spoke to prior to this recent one said they would help me resolve this issue yet they failed to.\n\nIn the past few months, I have talked to many representatives who misheard me or gave me wrong information regarding my accounts when I was simply trying to get new credit card account numbers as someone was gaining access to my account and me misplacing my wallet for a brief second. I was told multiple times it was an error and they acknowledged that it was due to someone not verifying my information. I was also told by someone that they were closed because someone else applied for them and not me. I have been hearing multiple things. I was then told it was due to disputes made which I never made at all. There was also a security flag on my purchases despite my verifying those were indeed my purchases multiple times. Those I spoke to on the phone clarified that indeed it was not me but someone who made them in error and they assured me they would cancel them out per my request, but no one followed through.\n\nYet no one has reopened my 4 credit cards yet even though I was promised they would as I was told it was an error but still have not gotten any of my 4 credit cards re-opened yet due to this error. They mentioned there or was that someone was placing disputes under my name and they were able to cross reference with all of my cards and indeed found that I mentioned that all the purchases I made on my account were my purchases except for one thumbtack purchase which someone had asked me specifically about in one of the calls. Multiple times, I clarified the disputes and charges are mine. \n\nI want to make it very clear that I never made a dispute at all except for one inquired claim against thumbtack for {$250.00} due to no one showing up for the service they promised and Thumbtack refusing to refund me. Moreover, if there were disputes under my name that I did not place no one at Citibank even called me to clarify whether or not these were legitimate and no one contacted me. I had to personally let Citibank know multiple times when I received notification of disputes that were not mine and I clarified that the charges were valid multiple times over the phone but it seems like they either misunderstood me, kept transferring my calls, or failed to do so, which unfortunately has impacted me and has now caused me weeks of anxiety and frustration. I just had a complete shock when I found I was not able to use my credit cards even though I personally reached out to get this issue resolved. All I got was an errored closure of all 4 of my cards ( one of them being brand new ) without notice and getting trouble re-opening them. Fraud, disputes, and customer service team referred me to the executive team as no one has been able to help me but even the executive team is also trying to communicate with fraud who do not even know how to re-open them.\n\nI have not been able to reach anyone to fully help me who will work with me and willing to work with me to get my 4 Citibank Credit Cards reopened. I am pretty much desperate and frustrated. I use my cards to get my medications and if I delay getting them further I will get severely sick on top of that I use it for subscriptions that are automated and I have multiple bills attached to the Citi Credit Cards which I absolutely love ( hence I applied and got approved for 4, with good credit and good limits, with my credit limits recently being increased and also a new card opened with you both ). I have been a loyal Citibank member for over 11 years and I hope this error gets fixed and I can get my 4 Citibank credit cards reopened and reactivated. \n\nIn the midst of all of the confusion, which was also could have been partly my fault because of miscommunication, it triggered activity on my one of my accounts leading to someone closing all 4 of my accounts on XX/XX/2023 in error. The letter I got was false and stated, misrepresented disputes and this is false because I said I made no disputes at all aside from an inquired claim for thumbtack on my statement and I verbally told Citibank to cancel out any disputes that were placed under my account multiple times aside from my Thumbtack inquiry. Every time I try to resolve this issue or try to work with Citi to get my credit cards re-opened, I get this same generic answer which is false. \n\nI am also not very technologically savvy and have a XXXX. It was a simple request to get new numbers due to someone potentially gaining access to my account and me misplacing my wallet a while ago and possible one thumbtack claim. I had not even gotten the chance to fully use my XXXX card which is what I was excited about. Moreover, this is going to hurt my credit score ( as I have a combined {$36000.00} credit limit on all 4 of my credit cards ) and will overall hurt my credit really badly so I want to avoid this. I also only own my Citi credit cards as I have been a loyal customer appreciative of Citibank for a decade. I am also traveling and need to purchase my medications and other items and will need to use all 4 of my credit cards.\n\nI have talked to countless representatives and associates even going directly to the bank but I have had no luck so far and no one has been able to help me. I am confident that in writing to you, I will get this resolved quickly and smoothly and get my 4 Citibank credit cards re-opened promptly and I am very appreciative of this matter.\n\nI have developed an action plan and I pledge to you that I will do my due diligence moving forward to have optimal security avoid any misplacements or even fraudulent activity. I can assure you, this will never happen again, as I have took the proper measures to secure my accounts and identity. I also placed extra security including security alerts on both my social security card and the credit bureaus, changed my passwords to make them more secured, placed 2-factor authentications, and removed any authorized users. I am also happy to oblige and comply with any further action plans that Citibank may want to ensure my security for my 4 credit card accounts moving forward including but not limited to any additional security measures you can work with me to ensure my accounts are safe and secure.\n\nAs I have been, I assure you my credit card accounts will remain secure, satisfactory, safe, and I pledge to you and I assure you, there will be no further miscommunication or misunderstandings as I have now placed all the necessary security measures to avoid this issue happening again. I pledge to put forth great effort to establish a clear relationship and maintain the security of my credit card accounts. I pledge continue to abide by all of the rules, regulations, and policies of Citibank. I pledge to be cautious and take advocacy for my account fully, promptly, and with clear communication moving forward.\n\nI am more than happy and willing to provide any further information or documentation you may need and I am willing to work with you to get my 4 Citibank credit cards re-opened and remain opened as I whole-heartedly know this errored closure is unfair.\n\nI would like you to please consider all of this, please consider my great relationship with Citibank, please consider my personal outreaches and efforts, to get issues resolved ahead of time, please consider my excellent history including payment history, and please consider the negative impact these errored closures have been making on me and will continue to make on me including my credit, my medications, my purchases, my XXXX XXXX membership and travel, my Costco membership and purchases, and others all due to this error that could have been prevented and I feel this is unfair, and please re-open all 4 Citibank credit cards with new numbers and send them overnight to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX I am highly appreciative of your time and of you re-opening my 4 Citibank credit cards and sending me new numbers. Please do not close any of my accounts again. Please re-open and keep open my great relationship with Citibank.\n\nThank you for your time, understanding, and patience and thank you for re-opening all 4 of my credit cards. I am highly looking forward to my 4 credit cards getting promptly re-opened and me resuming my loyal secure credit card relationship with Citibank again. \n\nWarmly, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Cell Phone Number : XXXX","date_sent_to_company":"2024-01-11T02:33:58.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"951XX","tags":null,"has_narrative":true,"complaint_id":"8141111","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-01-11T02:30:19.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["All I got was an errored closure of all 4 of my cards ( one of <em>them</em> being brand new ) without notice and getting trouble re-opening <em>them</em>. Fraud, <em>disputes</em>, and customer service <em>team</em> referred me to the executive <em>team</em> as no one has been able to help me but even the executive <em>team</em> is also trying to communicate with fraud who do not even know how to re-open <em>them</em>."]},"sort":[13.998778,"8141111"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":76,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":76}]}},"product":{"doc_count":76,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":14,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":12},{"key":"Other banking product or service","doc_count":2}]}},{"key":"Credit card or prepaid 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