{"took":169,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":16,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8532448","_score":18.368889,"_source":{"product":"Prepaid card","complaint_what_happened":"On XX/XX/2024 a transaction came through my cashapp for {$170.00}. I was purchasing drinks and was inside the gas station and realized my card had been stolen. I immediately reported my card stolen, ordered another one, changed my pin and contacted Cashapp support. Because the transaction was pending, I couldn't file a dispute. While chatting with the customer service agent, the pre-auth updated to the actual amount charged of {$82.00} and I was advised this charge was made at a XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX. I went to that gas station and was provided with the receipt showing the card was used at the pump and the pin was bypassed. The XXXX of the store was on vacation so the video couldn't be reviewed so I could file a police report. I was not ever able to view the surveillance. The transaction posted XX/XX/2024 and I immediately filed my dispute. I was told I would have an update by XX/XX/2024. I did follow-up and was not able to get any assistance or updates prior to the XXXX. My case was then denied with the reason that this was an authorized transaction and no error occured. I have provided screen shots of conversations with support and I have yet to speak to a living person in the special cases department.","date_sent_to_company":"2024-03-12T15:03:56.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"460XX","tags":null,"has_narrative":true,"complaint_id":"8532448","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-03-12T14:45:36.000Z","state":"IN","company_public_response":null,"sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["I did follow-up and was not <em>able</em> to get any assistance or updates prior to the XXXX. My case was then denied with the reason that this was an authorized transaction and no <em>error</em> occured. I have provided screen shots of conversations with support and I have yet to speak to a living <em>person</em> in the special cases department."]},"sort":[18.368889,"8532448"]},{"_index":"complaint-public-v1","_id":"7677355","_score":17.780622,"_source":{"product":"Student loan","complaint_what_happened":"I have previously submitted a complaint regarding this company, complaint number XXXX. \n\nBackground : Earlier this year, my loan servicer EdFinancial switched to a new online platform. I have received several e-mails informing me that my account and loans had been transferred to the new platform, and inviting me to register. However, I have been unable to do so. For unknown reasons, when I have attempted to register and login to my new account, I consistently get an error message. I have contacted customer support multiple times and worked with different agents, who have been unable to explain or rectify the problem. One even passed me on to their manager, who was also unable to help and could not suggest how to resolve the issue. This means that my only method of paying my student loan ( XXXX XXXX XXXX XXXX XXXX XXXX ) is to pay via 'online chat ' with a live agent, which is time consuming as each agent insists on trying to fix the above problem prior to accepting the payment, despite me explaining nothing has worked thus far. There are also times, like the last week, where online live chat has been unavailable and I have not been able to make an online payment. Of course I am concerned about not being able to make timely payments because of issues which appear to be on their end. \n\n\nUpdate : Since submitting the complaint, a response from EdFinancial was received asking me to screenshot an image of the error message I'm receiving and to send it to them. I sent a message to customer service and have not received a response. I have attached screenshot of error message to this complaint- this is what I see every single time I attempt to log in, regardless of the computer or device I'm using, whether I've requested a new password, etc. It never works. \n\nAdditionally, now that live chat with an agent is unavailable, my only option for making payments is via telephone. Unfortunately, now their automated system seems to be malfunctioning- the message often cuts out mid-sentence, and the system does not seem to recognize when I type in my bank account number or the amount I would like to pay. I have tried no less than XXXX times over the last few days with absolutely no luck, and seemingly no way to speak to an actual real person. \n\nI have now been unable to log in to my account for several months. I can not access help via live chat, and I can not even use the telephone system because it does not seem fit for purpose. I have had no response to multiple inquiries sent via e-mail. \n\nI am getting extremely frustrated and find this completely unacceptable, particularly because if my payments are late, through no fault of my own, I will incur the penalties.","date_sent_to_company":"2023-10-11T12:51:19.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7677355","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2023-10-11T12:43:42.000Z","state":null,"company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I have tried no less than XXXX times over the last few days with absolutely no luck, and seemingly no way to speak to an <em>actual</em> real <em>person</em>. \n\nI have now been unable to log in to my account for several months. I can not access help via live <em>chat</em>, and I can not even use the telephone system because it does not seem fit for purpose. I have had no response to multiple inquiries sent via e-mail."]},"sort":[17.780622,"7677355"]},{"_index":"complaint-public-v1","_id":"15719145","_score":17.026798,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Ive had my Robinhood account for almost five years. Ive never had a problem with Robinhood. But a few weeks ago, I tried to transfer just over one Ethereum to another exchange. Robinhood did not allow this transfer. They then told me that I would need to submit my drivers license and take a few selfie pictures, to confirm that its really me. I did just that, but on XXXX, XXXX, 2025, Robinhood notified me that they were closing my account and restricting it so that I do not have access to my funds. They did not provide me with any explanation as to why they were doing this, and I have not been allowed to speak with or chat with any actual human being for customer support ; only automated BOTs. Robinhood only gives me a few common problems to choose from in multiple choice form. None of them have anything to do with my issue or how to gain access to my funds. XXXXobinhood only gives you a choice of two buttons, one that says, Thanks, that was helpful, or, End chat. My account has since been restricted and is being closed, without any sort of explanation as to why, and with no explanation on how I can get my funds back-the BOT only states that my funds will be deposited into the account that they were drawn from and it can take 30 to 120 days. But I absolutely need access to my funds, immediately, as I had some unexpected bills and now my bank account is in the negative. I now have no means to support myself, or my kids. \n\nI did not violate any Robinhood policy. My account was probably flagged because I sold my house and put all of my funds into Robinhood, and that couldve set off an unusual account activity flag by the algorithm. Or, perhaps the algorithm was alerted because I tried to transfer a little more that one ETH from Robinhood to another exchange ; I was trying to plan ahead and put some of my funds on another exchange, just in case something sketchy like this might happen. It could also just be a computer error but Im not able to chat with an actual person who is able to listen to reason or help resolve any problem that might arise.\n\nI sold my house to invest and Robinhood made me liquidate my entire portfolio and charged me fees to do so. Robinhood has also frozen all of my money. I have no way to pay any of my bills, my bank account is overdrawn and I have no money for food or gas to even get to work, or to support my kids, and I have more bills that are about to come out of my account, automatically, but they will bounce because its overdrawn and Robinhood is holding my money and not allowing me to access it. A simple customer support human being could solve this problem but Robinhood will not allow me to get ahold of one. Please help. This is an emergency!","date_sent_to_company":"2025-09-04T18:29:39.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"481XX","tags":null,"has_narrative":true,"complaint_id":"15719145","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2025-09-04T17:50:44.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It could also just be a computer <em>error</em> but Im not <em>able</em> to <em>chat</em> with an <em>actual</em> <em>person</em> who is <em>able</em> to listen to reason or help resolve any problem that might arise.\n\nI sold my house to invest and Robinhood made me liquidate my entire portfolio and charged me fees to do so. Robinhood has also frozen all of my money."]},"sort":[17.026798,"15719145"]},{"_index":"complaint-public-v1","_id":"3721935","_score":16.98098,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This morning, XX/XX/XXXX at XXXX XXXX. I contact Old Navy Credit Card concerning over charging or taking out additional automatic electronic payments since XX/XX/XXXX. I mentioned that there are some that I can verify, but there are many that I can not verify, and I'd like for them to verify. I spoke with 2 representatives, the first one XXXX, who could not understand and kept rambling about how I have three credit lines so there should be 3 payments each month, even if one of the account had a balance of {$0.00}. I asked to be transferred to another representative, her name was XXXX. She was able to verify some of the automatic e-payments, but many that she was not able to backtrack or see. Being frustrated, I called my bank and asked XXXX XXXX XXXX XXXX to help me track the other unauthorized automatic e-payments. The bank teller was able to provide the trace number to me so that I can ask Old Navy Credit Card to trace where the unauthorized automatic e-payments were going through. So, this evening I contacted Old Navy Credit Card again, this time, through the virtual chat and spoke with a representative XXXX. He also confirmed the same thing that XXXX was only able to confirm. I asked XXXX, if given a few of the trace numbers, will he be able to tell me where these unauthorized e-payments were going to, such as another person 's account or perhaps an electronic error or even an old account. He also responded that he was not able to do so. I am very frustrated with the same response Old Navy Credit Card has given me and need an actual Synchrony representative or someone who can help me resolve this. At least, tell me that they can transfer me to speak with a representative from the fraud department or something, but there was no offer.","date_sent_to_company":"2020-07-08T19:19:36.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"95820","tags":null,"has_narrative":true,"complaint_id":"3721935","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2020-06-30T00:21:37.000Z","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":["So, this evening I contacted Old Navy Credit Card again, this time, through the virtual <em>chat</em> and spoke with a representative XXXX. He also confirmed the same thing that XXXX was only <em>able</em> to confirm. I asked XXXX, if given a few of the trace numbers, will he be <em>able</em> to tell me where these unauthorized e-payments were going to, such as another <em>person</em> 's account or perhaps an electronic <em>error</em> or even an old account. He also responded that he was not <em>able</em> to do so."]},"sort":[16.98098,"3721935"]},{"_index":"complaint-public-v1","_id":"6189128","_score":15.406847,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a joint checking account with AXOS bank with my husband on XX/XX/XXXX and transferred all of the gift money from our wedding, along with setting up direct deposit. On XX/XX/XXXX I received a notification that a XXXX payment of {$2500.00} was sent to someone named XXXX XXXX. I do not know this person and never sent this payment. I had such a hard time trying to get ahold of a real person to help shut down this payment. The robo chat feature goes in loops and doesn't connect you to a real person when you ask it to. Eventually I got ahold of someone and they helped me stop the payment but they also put a restriction on my account without telling me. They also could not tell me how this happened, if I was hacked, or how to prevent this in the future. I could not transfer any money from my account and there was no follow-up from anyone why this happened or how to unrestrict it. Days past and I finally was able to get someone on the phone and they made me set up another checking account in order to move the money. Even with the new checking account I couldn't transfer money in my online account. I tried calling, I tried the chat, I tried their secure message system, and no one got back to me with any solution. They finally unlocked my account but the dashboard and the transfer move money option would not load. I sent them screenshots of errors, tried multiple browsers, and cleared my cache. Nothing worked and they kept denying that there was any problem. I finally got someone on the phone today on XX/XX/XXXX to escalate my message to send me a cashier 's check and close the account. Why was this not done in the first place? They have over {$11000.00} of my money locked up without any plan to give me access to it. There was no follow-up with anyone at the bank and they felt no urgency getting this resolved, which was no fault of my own. AXOS bank has basically stolen my money without any access to it for WEEKS. Their customer service is basically non-existent and they have no communication within the company itself. Also, they have no security, because how was this XXXX payment initiated in the first place? They need to figure out their workflows for dealing with hacked accounts, create actual customer service, and have better security. This experience was so horrible that I would never use them again, and honestly they should be shut down because they should not be trusted with anyone 's money given how poorly they handled this situation. Does anyone actually work here? It seems like it's just automated and the system is completely broken.","date_sent_to_company":"2022-11-10T15:06:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"01915","tags":null,"has_narrative":true,"complaint_id":"6189128","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2022-11-10T14:43:48.000Z","state":"MA","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I do not know this <em>person</em> and never sent this payment. I had such a hard time trying to get ahold of a real <em>person</em> to help shut down this payment. The robo <em>chat</em> feature goes in loops and doesn't connect you to a real <em>person</em> when you ask it to. Eventually I got ahold of someone and they helped me stop the payment but they also put a restriction on my account without telling me. They also could not tell me how this happened, if I was hacked, or how to prevent this in the future."]},"sort":[15.406847,"6189128"]},{"_index":"complaint-public-v1","_id":"7158904","_score":12.866028,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"To Whom It May Concern, I wanted to reach out and provide detail with respect to a credit card dispute in the above-referenced case in the amount of {$1700.00} from XX/XX/XXXX. \n\nTHESE SERVICES WERE NOT RECEIVED AND I HAVE FILED WITH THE CFPB AND DEPARTMENT OF TRANSPORTATION. \n\nCAN SOMEONE PLEASE HELP ME AS I CAN NOT SEEM TO PROVIDE THESE FACTS TO AN ACTUAL PERSON AND THE DISPUTE WAS SETTLED WITH ME HAVING TO PAY. \n\n\nFor this transaction, the details are that on XX/XX/XXXX I submitted an order with online vendor \" XXXX ''. The initial reservation detail indicated travel from XXXX to XXXX and then back to XXXX XXXX XXXX for a work trip. A screenshot of this is attached ( see \" XXXX XXXX XXXX '' ). \n\nWhen I reviewed the actual travel portal the discount booking service had booked the trip from XXXX back to XXXX Arizona- which was incorrect. I immediately tried to call them. They have no phone number - only an e-mail address. I contacted this e-mail address and they only provided me with the screenshot of the incorrect booking. \n\nNote that I made the booking for an airline and contacted them within a few minutes ( about an hour ) from the original purchase. According to UXXXX Department of Transportation rules, this airline ( or the travel agent ) I think should have been able to immediately refund the flight or change to the correct flight. The screenshot of the incorrect booking from their system just reiterates the point that there was an error with the ticket. \n\nContacting the vendor 's chat team was incredibly difficult. There were many spelling typos and they did not understand my request ( see \" XXXX Customer Service '' ). I have also tried to communicate with this vendor over e-mail. Their online spelling and communication is very difficult- there are many typos ( and no phone number ) ( see \" XXXX E-mail XXXX '' and \" XXXX e-mail 2 '' ). In these communications, they frustratingly just sent me the picture of their incorrect system and did not offer any solutions. \n\nThis is a lesson learned. In looking at XXXX, many customers have had this issue. There are over XXXX reviews and over XXXX of them are one star due to similar issues. \n\nBecause of this issue, I immediately booked the correct travel directly with another airline ( with the accurate booking ). \n\nI have also filed a detailed dispute with the US Department of Transportation who appears to have a file on this merchant for similar issues ( see \" Department of Transportation Referral '' ). \n\nI wanted to provide this detail to you for the above-noted case so that you may have the information necessary to hopefully proceed. \n\nI hope this can be resolved favorably. I have not received any merchandise or services from this vendor and, in fact, they appear to have just cancelled my reservation in their system ( see \" XXXX XXXX XXXX '' ). \n\nMany thanks for your time and assistance- have a great week. \n\nBest, XXXX","date_sent_to_company":"2023-06-23T19:21:00.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"10003","tags":null,"has_narrative":true,"complaint_id":"7158904","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-06-23T19:16:23.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["According to UXXXX Department of Transportation rules, this airline ( or the travel agent ) I think should have been <em>able</em> to immediately refund the flight or change to the correct flight. The screenshot of the incorrect booking from their system just reiterates the point that there was an <em>error</em> with the ticket. \n\nContacting the vendor 's <em>chat</em> team was incredibly difficult. There were many spelling typos and they did not understand my request ( see \" XXXX Customer Service '' )."]},"sort":[12.866028,"7158904"]},{"_index":"complaint-public-v1","_id":"20119350","_score":12.236357,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I made a booking with XXXX for a motel... paid with Capital One credit card. The check-in was for the same day so it was a non-refundable/cancellation policy. However, there were major issues with the cleanliness of the room that could not be resolved. The motel agreed to just refund the money. However, since I booked through XXXX, the motel rep advised me to also contact XXXX. I immediately contacted XXXX via chat through the XXXX app. The XXXX agent acknowledged the non-refundable rate so he would have to contact the motel to confirm they agreed to the refund. He then came back to me and stated Good news! The motel agreed to a waiver so I would get a full refund of {$67.00}. However, I did not get a confirmation email for the refund. I waited. Since the refund did not show on my card, I opened a dispute for the charge with Capital One on XX/XX/XXXX. On XX/XX/XXXX, Capital One closed the case because XXXX provided them the non-refundable cancellation policy. On XX/XX/XXXX, I sent Capital One a screenshot of the entire chat conversation where the XXXX agent confirmed the exception to the policy and acknowledged the refund from the motel so I would get the money back. Capital One closed the case again that same day and stated that was not sufficient documentation. On that same day, XX/XX/XXXX, I reached out to XXXX again about the issue via chat. That XXXX rep acknowledged I was due a refund and the previous XXXX made an error in the process, which is why the refund did not go through ( which I would have to assume is why what XXXX dispute person handled the dispute with Capital One did not see I was due a refund ). This rep let me know that she processed the refund correctly and I did get a refund confirmation email this time. I waited again but the money still was not returned back to the card. On XX/XX/XXXX, I reopened the dispute case with Capital One and sent the XXXX Refund Confirmation to Capital One. That same day, Capital One closed the case without making any attempt to contact XXXX to verify. On XX/XX/XXXX, I reached out to XXXX again via chat. That XXXX rep let me know that the refund was cancelled because of a chargeback with Capital One. They advised I would need to contact Capital One to correct the charge. I requested the rep send this to me via email, which he did. I re-opened the dispute case with Capital One and provided the documentation that XXXX sent to me regarding the chargeback. Since that day, I have made numerous phone calls to both Capital One and XXXX. I spoke with dispute manages with Capital One and a supervisor with XXXX. XXXX says the chargeback is still active and Capital One has to send something to show it removed. Most of the Capital One managers are rude and just simply do not care. They sound like they are reading from a script and do not listen. They only state that XXXX originally provided the non-refundable cancellation policy on XX/XX/XXXX so that is why the case closed and that I would need to send something showing I am due a refund. When I advise them that I sent the Refund Confirmation that is dated after that date, they say that is not sufficient and XXXX should just initiate a refund. When I tell them that XXXX cancelled the refund because of the chargeback and I sent that proof, they just refer me to tell XXXX that should still be able to do a refund. I contact XXXX and they say that Capital One still has an active chargeback and Capital One has to send something. I have asked Capital One to just follow-up with XXXX on the confirmation emails I have sent them each time I have re-opened the case but they said they will not. I'm going back and forth, but I can't go in Capital One 's computer system and do anything myself. All I'm asking is for them to follow-up with the documentation I am providing. Instead, they close the case almost immediately after I send the documentation. Meanwhile this charge is a balance on my card that will have interest. All of this would be resolved if Capital One can follow-up on the documentation or send something to XXXX releasing the chargeback. I am sending everything I have...... since the screenshots of the actual conversation with XXXX XXXX not sufficient. Had I made that payment with any other card, this issue would've been resolved a long time ago. Unfortunately, I used a Capital One card so this issue has been ongoing for 3 months.","date_sent_to_company":"2026-03-10T05:46:24.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"393XX","tags":null,"has_narrative":true,"complaint_id":"20119350","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-03-10T04:33:09.000Z","state":"MS","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["That XXXX rep acknowledged I was due a refund and the previous XXXX made an <em>error</em> in the process, which is why the refund did not go through ( which I would have to assume is why what XXXX dispute <em>person</em> handled the dispute with Capital One did not see I was due a refund ). This rep let me know that she processed the refund correctly and I did get a refund confirmation email this time. I waited again but the money still was not returned back to the card."]},"sort":[12.236357,"20119350"]},{"_index":"complaint-public-v1","_id":"10051808","_score":10.341406,"_source":{"product":"Credit card","complaint_what_happened":"I had been recommended by XXXX to go to XXXX XXXX to get my \" computer '' ( XXXX ) fixed. XXXX had given them detailed information about the issue. This was supposed to be related to my check engine light having turned on, with overheating being the primary issue. In total, it took an entire month for me to get my car back with the check engine light turning on a couple hours after picking it up. They had my mother pay {$500.00} for the part, only to tell her that they did not need it ; this is part of what had taken so much time. During the weekly phone calls with XXXX XXXX XXXX, or my mother, would make to check the status, we found that they hadn't started work. Initially it was a struggle to just get them to order the part I needed. I immediately called them after the light turned on to let them know, and they asked me to bring the car back. I refused, and asked for a refund as I didn't want to spend any more time or money on this business. They did not agree to the refund and continued to suggest I bring the car back. \n\nThis is despite knowing that I had just XXXX  and needed to leave the state in a couple weeks. XXXX another indefinite amount of time for my car was not possible. I had filed a dispute with Discover that was initially found in my favor on XX/XX/XXXX, and the amount was credited. However, this was recently reversed because XXXX XXXX provided documentation that shows I signed for the purchase. This doesn't change the fact that the service I paid for was essentially not provided ( details in documentation ). \n\nThe \" computer '' despite being replaced was found to not be working by another repair shop and throwing the same errors that it had when I brought it to XXXX XXXX. I no longer think Discover is going to be a reliable means of communicating this information and would just like to be given a refund. I had to junk the car not soon after, because of further related issues. Important dates are in the documentation. \n\nInitially, after I had submitted documentation, the case had been put in my favor and I had been credited the refund. However, Discover reversed this after XXXX XXXX had provided their own information. They had sent me a copy of this information, and it did not disprove or override any of my documentation. \n\nThe representative that answered the phone on both XX/XX/XXXX and XX/XX/XXXX ( same person ) in the department dealing with disputes, had not given me any concrete reason for the case being reversed in their favor. The woman initially claimed it was because I signed for the purchase, which they had known the entire time. During the second call, her answer had changed to say it was because I had never contacted them about the issue. This had not been proven. XXXX had only provided the phone records between my mother and XXXX battery, as they had asked her to order a part. This part was not the correct part and was another instance of this company mishandling my car and being dismissive of my time. \n\nXXXX battery had not provided any actual evidence that they had done the service correctly, only that they asked me to bring the car back to them. Discover was not able to answer for this in any meaningful way, and the representative on the phone refused to continue the dispute as I had asked. Discover had emailed me saying that I could continue the dispute if requested, but this representative still refused. I can not remember her name, but she seems to be XXXX of only a few people in this department that answers the phones. \n\nI was only able to request a second review over the online chat option. This also does not have an explanation from Discover. I am currently waiting for the phone records from my own phone company so that I can send them to Discover ( showing I did contact XXXX immediately after picking up the car ), but as they are handling the case now it XXXX not make any difference.","date_sent_to_company":"2024-09-08T22:59:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"53703","tags":null,"has_narrative":true,"complaint_id":"10051808","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2024-09-08T22:01:23.000Z","state":"WI","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I was only <em>able</em> to request a second review over the online <em>chat</em> option. This also does not have an explanation from Discover. I am currently waiting for the phone records from my own phone company so that I can send them to Discover ( showing I did contact XXXX immediately after picking up the car ), but as they are handling the case now it XXXX not make any difference."]},"sort":[10.341406,"10051808"]},{"_index":"complaint-public-v1","_id":"3092953","_score":10.111467,"_source":{"product":"Checking or savings account","complaint_what_happened":"My daughter sends me a monthly check for {$1400.00} and I routinely deposit this into my personal checking account using the drive-up ATM at XXXX, XXXX XXXX XXXX XXXX, PA XXXX. \n\nI did so about noon on XX/XX/18, a Sunday. The sun was shining brightly on the ATM screen, and the image was dim, so I had some difficulty interacting with the machine but proceeded nonetheless. At one point I  requested that my check be returned without depositing it. My ATM card came out of the machine, but not the check. I received no transaction receipt. \n\nI checked online to see whether the transaction went through. It did not show up on the online display. \n\nThe following day, I went to the branch office and explained the situation. I filed a \" dispute, '' and they provided me with a provisional credit for {$1400.00} ( see transaction dated XX/XX/18 on the list of transactions ).  They told me that this was a process that would take some time to resolve. \n\nI explained to my daughter ( who had written the check I deposited ) that the check was in limbo, perhaps lost. After passage of time, my daughter chose shortly before XX/XX/18 to stop payment on the check. She informed me of this action, and I contacted PNC to inform them that she had stopped payment on this lost check. They reversed the provisional {$1400.00} credit ( see reversal of provisional credit dated XX/XX/18 on list  of transactions ). At this point my daughter owes me {$1400.00} but I am even with PNC. \n\nAll seemed OK until I noted a {$1400.00} charge to my account dated XX/XX/18. This was labeled \" RET DEP ITEM. '' I have attached a copy of the check and the information about this transaction. Note that the check number is XXXX, date XX/XX/XXXX and that the notation from PNC indicates that it was to apply to \" Deposit date XX/XX/18. '' You can verify from the statement of transactions that this check was never actually deposited on XX/XX/18 or any other date. At this point I am out {$1400.00}. It is important to note that I have made multiple ( typically monthly ) deposits of {$1400.00} about the XXXX of each month. None of the actual {$1400.00} deposits is for check number XXXX dated XX/XX/XXXX -- only the original provisional credit which was subsequently reversed. \n\nThis means that the check was never actually paid. However in the process my account received one {$1400.00} credit and two {$1400.00} debits. I am out {$1400.00}. \n\nI tried to resolve this matter with an online chat, but the person involved indicated that this required that I speak in person with personnel at the branch office. I did so on the afternoon of Wednesday XX/XX/18. I spoke to personal banker XXXX XXXX NMLS ID XXXX at the XXXX XXXX branch office. He immediately understood the error and explained to me that the problem would be resolved -- it would just be a matter of time. Mr. XXXX, over at least one hour, called five separate offices within PNC. Each seemed to indicate it was not their problem, that the customer was mistaken or that somebody else should deal with the matter. \n\nI returned to the PNC branch office on two or three subsequent occasions to follow through on this matter. They assured me that they were working on the matter, that the team had spent \" 5 hrs working on this '' and that they had \" escalated the matter. '' On Monday XX/XX/18, they indicated to me that would receive a call from another office that would definitely handle my problem. Today it is XX/XX/18, and I have received no phone call. The {$1400.00} erroneous charge has not been reversed. \n\nWhen I called PNC directly, I was told that I must work through the branch office only. \n\nAt this point I am seemingly at an impasse. The staff at the branch office clearly acknowledges that I am out {$1400.00} and should be refunded. Neither they nor I have been able to make that happen.","date_sent_to_company":"2018-12-06T12:48:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"16506","tags":"Older American","has_narrative":true,"complaint_id":"3092953","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2018-12-06T11:58:44.000Z","state":"PA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["None of the <em>actual</em> {$1400.00} deposits is for check number XXXX dated XX/XX/XXXX -- only the original provisional credit which was subsequently reversed. \n\nThis means that the check was never actually paid. However in the process my account received one {$1400.00} credit and two {$1400.00} debits. I am out {$1400.00}. \n\nI tried to resolve this matter with an online <em>chat</em>, but the <em>person</em> involved indicated that this required that I speak in <em>person</em> with personnel at the branch office."]},"sort":[10.111467,"3092953"]},{"_index":"complaint-public-v1","_id":"11963252","_score":8.696985,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX my phone was stolen. The individual or individuals whom stole my phone began using cash app ( the company I am filing a complaint on ), XXXX and XXXX XXXX to begin stealing money from my bank account. They funneled money from my bank account to these apps and created cards for a digital wallet to begin making purchases on my phone they also sent payments to unauthorized personnel. While these individuals had my phone they found an old photo of tax information and obtained my SSN and applied for an XXXX XXXX as well and began to use that on the digital wallet. This all occurred from the dates of XXXX ( I did not realize how much information they obtained initally ) The individuals responsible removed approximately XXXX from my bank account by these means. When I realized my money had been stolen I contacted my bank immediately and reported fraud and asked to freeze my account. I contacted XXXX and Cash App and reported fraud and these transactions and disputed them and asked to freeze my accounts. I also filed a police report with XXXX XXXX Police Department. I had to contact XXXX XXXX to cancel and report the XXXX XXXX fraud and contact XXXX XXXX  about the XXXX XXXX  transactions. I had to contact all 3 major credit bureaus and freeze my credit accounts and filed a fraud alert. All of the other companys involved performed their investigations and deemed this was unauthorized activity and not me authorizing these transactions and returned the amounts of money they were responsible for. Cash App has not. Cash App even claimed I made false or fraudulent claim and froze my account.\n\nMy first interaction with Cash App was once I obtained another phone and was able to log into my cash app account and dispute the transactions this occurred on XX/XX/XXXX. I notified the company my phone was stolen and I didnt not authorize money being pulled from my account and did not authorize six payments. I at the time also had a balance in the cash app account of at least XXXX from earlier transactions that day which were authorized. This money was also stolen. There were multiple transactions that took place from XX/XX/XXXX at XXXX to XX/XX/XXXX XXXX on Cash App not all transactions were completed. I will only mention the ones that were completed. \n\nXX/XX/XXXXXXXX XXXX XXXX  Add money from my debit card to cash app XXXX XXXX XXXXAdd money XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXPayment sent XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXPayment  sent XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXAdd money XXXX XXXXPayment sent XXXX Money added to cash app account total : XXXX Payments sent total XXXX On XX/XX/XXXX I initially disputed all of these transactions on through Cash App on their support chat. They stated I could only dispute the payments sent from the account not transfers completed from the bank. I disputed all six unauthorized payments.\n\nI received word on XX/XX/XXXX that the disputes for the first three payments sent were denied. The other three payments were still under review at this time. All three denied disputes reasoning was we determined no error occurred because payment was authorized using a Security Lock feature. It stated I could reach out to support to request documentation which I did. \n\nOn XX/XX/XXXX I received a email stating how to request documentation and what the email needed to contain to receive documentation. On XX/XX/XXXX I sent a email containing all of the required information and explained to them in detail my phone was stolen and even if a security feature was used it was not me and I did not authorize these transactions. I also asked the information provided be used in the pending transactions still under review. On XXXX I received the exact same automated email on what to send to receive documentation I received on XX/XX/XXXX with a different persons name attached.on XX/XX/XXXX I sent back another email stating I already responded with this information and I felt like they didnt even read my email. On XX/XX/XXXX I received an email stating attached was the documentation used for why my disputes were denied. The paperwork only said the same reason the app said my disputes were denied. That a security lock feature was used and because of this my dispute was denied. It provided no actual documentation. It did not state what the lock feature was or anything else I was not already told. Was it a passcode, Face ID, PIN etc. None of this was relayed to me.\n\nI called cash app and asked for my case to be escalated and reviewed. I then had to wait for a cash\napp support manager to contact me by email only. He emailed me on XX/XX/XXXX requesting more information to review the investigation further. I replied on XX/XX/XXXX with all of the requested information for all 3 transactions disputed. I explained the details of the case again that my phone was stolen and told them they committed identity theft in my name and had already requested and received what they identified as documentation. On XX/XX/XXXX he responded back stating a on XX/XX/XXXX a specialist reviewed my account for the unauthorized activity and the dispute was denied and I could request documentation and he can not override their decision and it is final. On XX/XX/XXXX my disputes for the other three remaining payments were denied. The reasoning for these stated After further review, your dispute claim has been denied. We closed your account because you didnt verify your identity after your dispute was flagged as potentially fraudulent or false.. As a result, your dispute has been denied. You can reach out to support for documentation at any time. I had never received any email or notice to verify my identity at this time. They also stated that my claims were false or fraudulent and closed my account. \n\nAt sometime before XX/XX/XXXX I contacted cash app through chat and told them frustrations and asked if I would have to get legal representation to return my money to me.\n\nI also was asked to evaluate my experience with cash app because they asked how they did in a email and you can not submit a true evaluation. It requires you to click something that was positive about the interaction even if there was not just to submit. \n\nOn XX/XX/XXXX I contacted cash app support and called them I then spoke to one person and relayed all information to them of what occurred again. They then reviewed all of my previous history of contact with cash app in emails and chat through support. They also stated they did not understand how the disputes did not go in my favor. This individual then stated we would have to do two separate actions both appeal my account being closed and escalate my case to identity theft by a stolen device and she had me give her all information so that it could all be relayed. She stated I would receive a email for the appeal and one to reply too about the escalation and asked that I send screenshots of all of the false activity and not to worry about anything else because she covered the rest. The very next day before I could even gather everything and send in all the screenshots. I received a email on XX/XX/XXXX stating Based on the information available, it appears the funds were added successfully and no error occurred with this transaction. As a result, your dispute has been closed. It furthermore stated the dispute was closed and could not be reopened and I could request documentation again. \n\nI responded back on XX/XX/XXXX stating I was not satisfied with how this was handled and I would be contacting the Consumer Financial Protection Protection Bureau and legal representation if needed. I never received a response back.\n\nI am now contacted you today regarding this matter. All the other companies involved have been more than helpful in this situation and provided excellent customer service.\n\nI am unsatisfied with how cash app support system was designed to make me move through multiple different avenues to find a complaint and their lack of investigations into this matter.","date_sent_to_company":"2025-02-07T01:22:38.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"63010","tags":null,"has_narrative":true,"complaint_id":"11963252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-02-06T23:02:23.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I contacted cash app support and called them I then spoke to one <em>person</em> and relayed all information to them of what occurred again. They then reviewed all of my previous history of contact with cash app in emails and <em>chat</em> through support. They also stated they did not understand how the disputes did not go in my favor."]},"sort":[8.696985,"11963252"]},{"_index":"complaint-public-v1","_id":"5132321","_score":7.55357,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was contacted by the Citibank Fraud Department on my cellphone, the morning of Thursday XXXX XXXX while I was at work. I was informed that there had been fraud on my bank account and that several transactions were flagged and declined due to the fact that they were out of state transactions. The Citibank Representative gave me his name of XXXX XXXX, employee # XXXX. While on the phone with him, I looked up the phone number that he was calling from which was the same number listed for Citibank online. He texted me a code for verification, which also came through from a legitimate Citibank online texting number. This Citibank Representative proceeded to give me details of two transactions that were flagged as fraud, a {$200.00} transaction at XXXX in XXXX Texas and an {$80.00} transaction at XXXX in XXXX Texas. He needed to confirm if those were authorized transactions and if we were traveling out of state, I confirmed that they were not authorized and that we were not out of State. I did not provide ANY personal information to this employee, HE proceeded to read off my personal information for me to verify including my home address, joint bank account holder information as well as a list of other recent transactions that were processed recently on the account to confirm that those were authorized. He then went through the process of cancelling my bank card stating that the fraud transactions appeared to be using my debit card number, and not the actual account number. He told me that there was also a XXXX XXXX listed having my online banking information within a mobile wallet, therefore advised me to change my online banking information after we got off the phone. He proceeded with processing the fraud, at which point he noticed an outgoing XXXX transaction to a XXXX XXXX from my account in the amount of {$2500.00} and asked if that was authorized, I told him absolutely not I dont use XXXX and dont know a XXXX XXXX XXXX He then walked me through the process of reversing this outgoing transaction on my account. He instructed me to log into my online banking app and walked me though the process of finding the XXXX feature within the app. He had me enter in my email associated with my bank account XXXX, and enter the code of REFUND XXXX ( which is the last 4 digits of my bank account information ) along with my first and last name. He instructed me to enter the dollar amount of the pending fraud transaction of {$2500.00} and submit. He proceeded with verifying that with that he was able to reverse the outgoing XXXX transaction and discussed the importance of not using outside credit card readers at gas stations due to the risk of skimmers being on the pumps, he explained that they are finding a lot of this type of fraud happens from gas station readers. He gave me a confirmation number of our call XXXX and instructed me to watch my account and call back immediately if I noticed anything abnormal. \nAfter hanging up with the Citibank representative I proceeded to change the password for my online banking, logged into the app and noticed that my account was less {$2500.00}. I looked at the transactions and saw an outgoing XXXX transaction posted for {$2500.00} to a XXXX XXXX with the notes REFUND XXXX. I immediately hit redial on the number that had called me to question the transaction and find out why it had subtracted money from my account as well as added someone elses name. I explained to the new representative the situation and that I had just been contacted regarding the fraud on my account, provided the prior call reference number and representatives name. At this point I was told that there was no flag on my account for fraud and that they had no record of the call or reference number that I provided. \nI was then told that I needed to be transferred to the fraud department to file a dispute. I waited on hold for over an hour, while at work, to attempt to get through to the Fraud Department. While waiting on hold, I logged onto Citibank online and utilized the chat feature to attempt to get ahold of someone via chat while I continued to wait. I was connected to a representative by the name of XXXX. I proceeded to explain what was going on as best as I could being that I was still very confused, shocked and upset with all that had just transpired. XXXX informed me that he would open a dispute, while I continued to wait on hold. He asked a few very simple questions, and submitted the dispute advising me that it could take up to 90 days for a resolution on the dispute. I was then able to get through to a representative by the name of XXXX on the phone after waiting on hold for over an hour. I explained that I had just opened a dispute online while I was on hold waiting to speak with her, she confirmed she saw that the dispute was filed and that I needed to allow it to process and that she was unable to add any further information to it. She did advise me to put a Block on all of my accounts due to the fraud, although the online representative XXXX had instructed me that was not a necessary step to take. XXXX proceeded to block all of my accounts and instructed me to go into the branch to open up new accounts, she gave me a call reference # xxxxxxxx. \nCitibank has proceeded to close all of the local banking branches near me, therefore forcing me to take further time off of work the following day to drive to the XXXX branch which is nearly XXXX minutes away. \nI went to the XXXX Citibank branch the following day to open a new account, and further resolve the Fraud that occurred with a Citibank Representative. The Citibank employees at the branch proceeded to help open a new checking and savings account in my name only due the fact that my husband was not present and was at work, however were unable to transfer my funds due the current block on the accounts. The employees at the branch proceeded to wait on hold for over 2 hours in on their direct line, I sat and waited helplessly, while being transferred between multiple employees and desks, which 3 of whom had their phones on speaker on hold attempting to reach the fraud department to discuss my account in order to transfer the funds. After being at the branch for nearly 3 hours, they were able to get thorough to transfer the funds. I was given a temporary card for my new account and left the branch. \nOver the next several days, I was forced to continue to call and wait on hold to speak with a representative in the fraud department due the fact that my temporary card had been linked in error to the old blocked account rather than the new account created. The branch was closed over the weekend, and I was without access to any of money for 3 additional days. Each time I was forced to call and wait on hold, I spoke with a Citibank representative and was given vastly different information regarding the status of my accounts, being blocked or unblocked, being accessible or not as well as the status of my Fraud dispute. I was assured over and over again that it would be resolved, not to worry and that I would get my money back as soon as possible. \nThe extreme lack of customer service for me as a customer as well as your own staff internally, the complete disconnection between your internal departments and overall horrible management of a very serious data leak with an internal Citibank representative resulting in theft is appalling. I quickly determined that I could no longer entrust my money with you, and returned to the bank, XXXX minutes away yet again to withdraw all of my funds. I was informed by the bank teller, who was the only helpful person I encountered throughout this entire ordeal that I should leave the account open so that once the dispute is resolved the funds can go back into that account, at which point I could withdraw it and close out the account entirely. \nI have patiently waited for a response, after frankly not wanting to waste any more of my time and energy on this traumatic experience. Today I received a generic letter in the mail stating that after reviewing your internal records, you have concluded that there are elements within the claim that lack credibility therefore you are unable to honor it and unable to refund my stolen money. \nThis is completely unacceptable and I will continue to pursue getting back the money that was stolen from my account by a Citibank Fraud Department representative on XX/XX/2021. I have provided the credible documentation that you refused to take in the first place, including and not limited to my notes documenting the fraud, printouts, my phone records, police report etc. \nI have filed 3 appeals now that have been denied and contacted several Citibank CEO 's via email. I was informed last night via email that the CEO acknowledges it was fraud, however they are not responsible for it and can not help me.","date_sent_to_company":"2022-01-20T16:53:52.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"94509","tags":null,"has_narrative":true,"complaint_id":"5132321","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-01-20T16:38:36.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["After being at the branch for nearly 3 hours, they were <em>able</em> to get thorough to transfer the funds. I was given a temporary card for my new account and left the branch. \nOver the next several days, I was forced to continue to call and wait on hold to speak with a representative in the fraud department due the fact that my temporary card had been linked in <em>error</em> to the old blocked account rather than the new account created."]},"sort":[7.55357,"5132321"]},{"_index":"complaint-public-v1","_id":"8325421","_score":7.191206,"_source":{"product":"Checking or savings account","complaint_what_happened":"Going to go ahead and State that I I have documented proof of every statement made on this complaint. It contains screenshot and phone conversations recorded and emails. \n\nOn XXXX the XXXX I XXXX XXXX gave XXXX XXXX XXXX, my roommate, {$300.00} so that he could load this amount on his Chime bank account while on his way to work and he was going to use the banking apps feature known as pay anyone to send the funds that I had given him to my account once he had loaded it. \n\nXXXX XXXX had the QR code attached to my banking account which time in order to send my funds that he had loaded on his account for me. XXXX XXXX proceeded to send the {$300.00} XXXX  in funds to my account using the QR code that also has my time tag of XXXX XXXXXXXX listed on the QR code page right under the QR code. \n\nA few minutes after doing this XXXX XXXX contacted me to verify if I had received the transfer. To which I had not. He sends me a screenshot of his sent receipt. There's only one problem with his sent receipt. The Chime tag that the funds were sent to waXXXX XXXX XXXXXXXX XXXX \n\nThat Chime tag is in no affiliation to my account. When scanning my QR code to send money to me, it should only go to my account. \nThese chime tags are almost identical except for the letter U in the last name. ( I have screenshots and emails of the receipts and my time tag to show these claims ) So we both immediately contact chime to try to find out why the {$300.00} that was being sent to me using my QR code has went to this unassociated account. There have been disputes filed since XX/XX/XXXX. The dispute investigations team denying the dispute because they say that they find that there was no error that occurred. That a money transfer was made using the pay anyone feature and sent to a XXXX XXXX. \n\nWe don't deny that there was a money transfer sent to a XXXX XXXX. What we have been disputing that they intended receiver myself never received the funds. Each time we've had to open the dispute right back up because the dispute investigation backroom team is not doing a proper and efficient investigation into seeing this technical error. The supervisors and managers I have spoken with, which I have documentation of their conversations also from recorded phone calls to chat conversations per the Chime customer service chat. \n\nEach of the supervisors that XXXX XXXX has spoken with and myself have spoken with I have tried to put as much detail into the revised disputes so that the back room dispute investigation team will actually look at the details of the dispute to see that in fact it did not go to the correct account. \n\nBut it got to the point that we know that even the revised disputes were not being even looked at because from the time we submitted the new revised dispute we had already received a denial of that revised dispute less than 2 minutes after being filed. Three revised disputes were denied within minutes on XX/XX/XXXX. \n\nAs stated by one manager that is on recorded phone call from my phone, he admits that providing me with such information about how the disputes investigation team Works and how they process things he could get fired for giving me this information. It is on the recording also that what they do is they initially deny all disputes. Whether you have supporting documents for proof or not. \n\nNumber two whenever they want to look at any documents that's attached it's per individual of the dispute team who decides whether your factual proof is enough proof for them to approve or deny your dispute. And number three normally once you have a dispute denied and you have it revised and resubmitted that it goes directly back to the same individual that previously denied your claims. So if they get irritated they're just going to deny things on principle. Again this is the information that I have on recorded conversation between myself and a chime floor manager on Wednesday XX/XX/XXXX. \n\nNow I've had to write letters to XXXX Bank and XXXX bank, since time is technically not a bank. Since these two financial institutions are the parent companies for chime I sent emails to their privacy departments and to their Corporate Offices outlining the issues going on. # 1 - there are serious data and privacy issues involving customers bank accounts. This is because scanning of my QR code to my bank account should not send any funds to any other account whatsoever other than mine. \n\n# 2- Chime tags that are Specfic to each member shouldnt be almost identical, given the many unlimited number of variations that could be created to avoid such instances as things. \n\nThis is giving a little lead way for chime because everyone knows that technical issues happen. But highlighting again even if these chime tags are basically similar in every aspect each one should only be attached to its specific account. And in no way with scanning my QR code should it have went to this totally irrelevant and unassociated account with me. \n\nIt's got to the point now that chime says that they will not reopen the investigation because myself and a manager got into a heated discussion. Some not so nice words were said. That is beside the point of what is legal and what is right. \n\nThey have not provided any information as to whom the other cash tag account belongs to and naturally we understand that because that is private information but they have not used that information to contact that individual. They have not done any investigation and trying to recover These funds that were sent to an unrelated account by a technical issue on their end. \n\nThat is {$300.00}. This will be irrelevant to the situation because it is my opinion and my problem but because of this situation and me not being able to pay my car payment my Transportation now has been repossessed and I have I'm now suffering severely because of Chimes dispute investigations team mishandling of this dispute XXXX XXXX and myself has had to file because of no fault of our own. \n\nAs of today Chime member services, have not resolved the issue by returning the money to XXXX XXXX 's account so he can properly send it to my account as it was supposed to by scanning my XXXX code in the first place. \nOn their disputes which are documented also an emails and reasons why they denied these are random and have no relevant bearings on our actual dispute. It says that they use other Financial institutions, merchants Etc in order to come up with their decision. There is none of those involved in our dispute this is all within chime and chime system All proof that have been seen by the supervisors of the dispute Department have agreed and try to help get the dispute approved and processed cuz they can see the mistake also but there is no communication allowed between the dispute department and the dispute investigations team in the back office. It is the dispute investigation team in the back office which have failed to properly investigate and address this issue. \n\nI've had to contact my local XXXX XXXX affiliate about this matter. I am willing to go above and beyond to make sure that chime addresses it's horrible security and data issue and provides XXXX XXXX and myself an accurate and deserving resolution to this whole problem created by them. That's going to be to give the {$300.00} back to XXXX XXXX 's account where he can either give it to me personally or try to make sure it is sent back with the help of a chime support member into my account. \n\nChimes other refusal to provide information or resolution about this mysterious account only raises red flag warnings. It brings thoughts of XXXX XXXX and fraudulent accounts opened in people 's names to first thought when you see how similar the chime tags are and the refusal for a resolution to this matter. I don't know if they think that most people would give up after they have denied a dispute over six times and maybe that's what they count on but I'm not that person you just XXXX me off when you do something that's illegal and wrong especially if it has to do with my financial well being.","date_sent_to_company":"2024-02-12T00:54:06.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"35216","tags":null,"has_narrative":true,"complaint_id":"8325421","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-02-12T00:24:39.000Z","state":"AL","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["Each time we've had to open the dispute right back up because the dispute investigation backroom team is not doing a proper and efficient investigation into seeing this technical <em>error</em>. The supervisors and managers I have spoken with, which I have documentation of their conversations also from recorded phone calls to <em>chat</em> conversations per the Chime customer service <em>chat</em>."]},"sort":[7.191206,"8325421"]},{"_index":"complaint-public-v1","_id":"3712466","_score":7.0921707,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/XXXX, this company closed both of my credit cards stating 1st party fraud, never told me, and continued to operate as though the cards were open through many of my conversations with representatives in regard to other topics. When I caught this and brought it to their attention five months after ( XX/XX/XXXX ; spoke to Senior Investigator \" XXXX '' ), they've done nothing but play games with me during what they called an investigation process. Ultimately, deciding not to reopen my cards. Before I get into the final details, I want to point out : - I had Card # 1 from XX/XX/XXXX until the supposed close date XX/XX/XXXX. \n- I had Card # 2 from XX/XX/XXXX until supposed close date on XX/XX/XXXX. \nXXXXUntil XX/XX/XXXX ( 6 1/2 and 4 years respectively ), my payments were 100 % on time. I even paid off the cards multiple times. I was an A+ customer. \n- In XX/XX/XXXX I contacted them about hardship options. I had been going through a divorce, and trying to pay my mortgage and take care of my children on one income. While I STILL had never been 30 days late, I was anticipating that I was going to have problems meeting my minimum payent in the near future As a result, they denied temporarily lowering my APR, but put my on what they call as \" Specialty Program ''. What that meant was you would not be charged any late fees ( {$38.00} per month ) if your payment was late. And even though they still had an obligation to report to the Credit Bureaus, as long as I made my min. payments in under 30 days, it wouldn't mark my credit report anyway. I followed this Program to a \" T '' until XX/XX/XXXX. I began to struggle even more, and on XX/XX/XXXX my payment became 30 days late for the first time in 6 1/2 years on Card # 1 and 4 years on Card # 2. But even then, I contacted them on XX/XX/XXXX, spoke with rep XXXX XXXX, created a payment plan to fix the problem. I then contacted them a \" XXXX '' on XX/XX/XXXX and created a second set of payment plans. I downloaded the onlne chat transcripts from both of these calls. I'm glad I did, because both of them advised me incorrectly. So much so on the second go round, that I followed the payment plan terms, and when I went to resume normal payments after it ended, I noticed that Capital One had me down for missing 3 payments in a row. I called on XX/XX/XXXX, spoke with a manager named, XXXX, who had it investigated. On XX/XX/XXXX, a Senior Invesitgator, XXXX, called me back, said that they found in my favor. After reviewing the chat transcripts, found I was advised incorrectly and that corrections were made, it would be fixed to reflect I paid my payment plan according to the given terms, and that my credit card would be updated accordingly ( strange considering my card was closed all along, huh? ) -I actually even made additional payments in between due dates once on these payment plans. \n-While not the main reason for filing this complaint, I think this is important to mention, because I feel strongly that this is why this company is not doing the right thing. They made an errors and they are not willng to fix it because I am now a customer who was on their specialty program. In my opinion, they figure they should just do away with me because it's easier than letting me continue on a plan that they suggested and I follow it as instructed. \nThis brings me to the main issue, and my accounts now being closed. The bank account that I used since XX/XX/XXXX( and was attached to everything in my life ) was hacked in XX/XX/XXXX. They stole {$1500.00} from me, and it was a nightmare to recover from. This was not a debit card, it was the entire bank account. So, my money was not immediately replaced. I had to wait 2 weeks to see the funds returned, and it took nearly 45 days to be completely rectified. Everytime we got close to closing out the account while waiting for a pending bill or deposit to come through, the hackers would hit it again for another random smaller amount. I learned really quick that bank accounts being hacked are much harder to remedy. Not to mention all the little hiccups afterward.. it was like a ripple effect and a very stressful time, much more than I would have ever imagined. I also had to get an entirely new account. I was ALMOST CERTAIN that I removed the old compromised bank account info from capital one 's website. But, I may have overlooked it because it was such a disorganized disaster. I do at least have proof via email from Cap One that I permanently added ( as opposed to just typing it in every time I make a payment ) my new bank account info to their website in XX/XX/XXXX. My payments from my new bank account are documented and you can see me paying with my new accounts every month thereafer. However, I got an email in XX/XX/XXXX from Cap one saying my payment was declined. The account cited in the decline was my old closed account that had been hacked. I called Cap One immediatley ( Manager, XXXX on XX/XX/XXXX, from Cap One acknowledged they could see this call documented on XX/XX/XXXX ). I said that I could have sworn I removed that account, and not sure why I didn't catch it when I swiped up to accept payment on my phone ( I didn't always use mobile payment ), but it's very possible I just didn't notice that it had defaulted to that account as a payment method. BUT, that's very odd because I had been paying from open / current accounts for nearly an entire year at that point. Why was it even an option, even if I didn't catch it? The rep said no problem, and he'd permanently remove the account info from the payment methods and that it wouldn't even allow me to add it back on if I tried, so no worries as to it happening again. On XX/XX/XXXX, I got an email stating I had a document waiting for me on Card # 2. I logged in, and it was a letter stating that me a bank account used for my recent payment had been flagged as incorrect or ineligible. I figured the letter was a follow-up to what me and the rep discussed the following day. That was the last I heard of it. Not a notice they were closing my accounts. Not to mention this only happened on Card # 2, but they closed both cards and one of the reps ( XXXX  on XX/XX/XXXX ) said I tried to use the old account on both. 100 % not true and anyone who just looks at my payment history can see that. So, I then continue on 6 more payments, consisting of 2 payment plans created by 2 different reps on two different dates, AND, I settle and entire investigation about inaccurate payment plan information and inaccutrate credit reporting in my favor by a supervisor and a senior investigator, after this supposed closure in XX/XX/XXXX. I even paid paying extra payments by mail in between due dates, ( one set of payments mysteriously got lost in the mail, and I had to remail ). All along no one from Cap One is saying a word. Not one person knew the accounts were closed. Their reps even acknolwedged that someone should have caught this. Luckily, by taking notes, names and dowloading chat transcripts, I was able to get them to fix other errors in the past. Now is no different. I have documented every call. I have documents, emails, details to support everything I have stated here. I am so very offended that a customer who had a flawless payment record prior to applying for the hardship program, but then followed the hardship program as instructed, is being accused to trying to purposefully use a flagged bank acount for payment. I've never so much as been given a speeding ticket! It was bad enough that I had to deal with the aggrevation because someone stole FROM ME, and account that I alerted capital one to was closed. And then to close my accounts, say nothing, have reps that continue to speak to me, and take payment from me as if it was open, and no one is willing to fix this situation. On XX/XX/XXXX when I spoke with Senior Invesitagor, \" XXXX '', she was very sympathetic and acknowledged this was just not right. She told me to be prepared that the investigation could take up to 20 days due ot COVID. I waited a total of 35 days ( XX/XX/XXXX ) to get a denial with zero explanation! When someone called me back on the to basically say, \" sorry about your luck '', I expressed my intent to file at small claims court and report them to AG and Cosumer Finance, unless they took the time to speak with me, get the actual details, and reconsider, the investigator told me she would turn it over to their \" Advocacy '' team to see what could be done. I requested that I actually get to speak to someone from that team prior to decisions being made. I waited another week and yesterday ( XX/XX/XXXX ) I get a voicemail from a \" XXXX '' referring to herself as another senior investigator. When you return calls you never get to speak to the person that called you. You just speak to whatever Sr. Inves. answers the phone, and it's like starting all over again.. I call back. It's just another investigator who has to read the notes on my case like they all do when they call back and then proceeds to tell me that she has no idea what an advocacy team is or what the prior investigator was talking about. Are you kidding me? The last Senior Investigator just invented an imagainary department? I asked this woman ( I could not hear or understand her name, as there was a lot of disrruption on her line ) would not even listen to me when I asked if I could please share the details with someone.Then she said someone would call me back when they could. This is insane.They ruined my credit! By A LOT! That was my oldest standing card and they ruined my credit by closing it. For a reason that simply isn't true, and documentation to support that. The fact that they can get away with destorying someone's credit and accuse them of fraud when clearly it is not .... and I'm left to pick up the pieces of this mess.","date_sent_to_company":"2020-06-23T21:09:15.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"15239","tags":null,"has_narrative":true,"complaint_id":"3712466","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-06-23T18:27:56.000Z","state":"PA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Not one <em>person</em> knew the accounts were closed. Their reps even acknolwedged that someone should have caught this. Luckily, by taking notes, names and dowloading <em>chat</em> transcripts, I was <em>able</em> to get them to fix other <em>errors</em> in the past. Now is no different. I have documented every call. I have documents, emails, details to support everything I have stated here."]},"sort":[7.0921707,"3712466"]},{"_index":"complaint-public-v1","_id":"3567594","_score":7.0539875,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Please note references attachments, and evidence of support for each point are cited in letters and in { } Even though this is a very complex situation I will try to explain it in the best way that I can. Equifax has 3 public records and several accounts on my credit file that are displaying incorrect information. { a } Equifax claims that these records have been verified by their 3rd party vendor XXXX XXXX. { b } FCRA 611 ( 2 ) ( A ) ( B ) States Before the expiration of the 5-business-day period beginning on the date on which a consumer reporting agency receives notice of a dispute from any consumer in accordance with paragraph ( 1 ), the agency shall provide notification of the dispute to any person who provided any item of information in dispute, at the address and in the manner established with the person. The notice shall include all relevant information regarding the dispute that the agency has received from the consumer.\n\n( B ) Provision of other information from consumer. The consumer reporting agency shall promptly provide to the person who provided the information in dispute all relevant information regarding the dispute that is received by the agency from the consumer after the period referred to in subparagraph ( A ) and before the end of the period referred to in paragraph ( 1 ) ( A ). Is XXXX XXXX the original furnisher of information? Was the court listed ever contacted? If so at what address? What was their response? \nA 3rd party can not legally verify information as they are not the original furnishers of information. In fact the article published by the Consumer Financial Protection Bureau XXXX XXXX and Processes in the US Credit System { c } ( XX/XX/XXXX ) state in section 7.4 states that XXXX XXXX ( XXXX ) does not verify the content of the underlying public record as accurate or determine if an XXXX appropriately linked the record to a consumer. In the case of public records, the NCRAs retain responsibility for determining whether a public record should or should or not be attached to a consumers file. { d } However my dispute results state verified and even give a date. Verified by whom might I ask? information from 3rd parties is bound to possibly contain errors and incorrect information and could very easily end up reporting incorrectly when the original source is not being used for verification. As in this case each address for the 2 courthouses listed are inaccurate. I conducted a quick search on UScourts.gov to verify that the addresses they were using for the courthouses were actually the wrong ones. { d, e } I have initiated over 25 disputes to Equifax over the past 365 days. { f } My credit report is still not reporting with maximum accuracy. Equifax has known for quite some time that the public records contain incorrect information however they just keep updating it as verified and pushing the blame  on XXXX. I ordered a report from XXXX and the report they sent me varies greatly from the information that Equifax claims was verified to them by XXXX. I am unaware as to how Equifax is verifying these public records through XXXX  when my file there has been on a { g } security freeze since XX/XX/XXXX and I chose to { h } opt out and suppress my files on XX/XX/XXXX due to identity theft issues. How was Equifax able to even obtain this information from XXXX? XXXX XXXX does not verify information and and when contacted for information they respond in 3 ways 1 status changed 2 status unchanged 3 unable to verify but never do they verify  information. Equifax needs to provide to me the information and documents used to substantiate their records. So to break down each inaccuracy 1. Bankruptcy XXXX - case number is incorrect, liabilities, asset amount, and exempt amount are unlisted and represented by a dash ( - ) making the listing incomplete. Court name which defers on the mailed copy vs the electronic copy of Equifax file are both are incorrect or incomplete electronic report names court as ( XXXX XXXX  BK CT ) and mailed report names it as ( US Bankruptcy Court- XXXX  XXXX ) and neither mention the district of the court. XXXX XXXX has a different address on their records making it difficult to believe they verified the information as accurate. In fact the address they have listed is also incorrect and is a post office box. Courthouse address listed as XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX on Equifax credit report is incorrect. XXXX XXXX states on their reports that the address is ( XXXX. XXXX XXXX XXXX XXXX, IA XXXX ) which is also incorrect. The true and correct address is actually XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX. Equifax asserts they verified this information with XXXX XXXX on XX/XX/XXXX. The courts state it has never verified this to anyone including XXXX XXXX or Equifax. Equifax needs to provide proof of this claim and provide what information they received from XXXX XXXX as verification { d, i, j, } 2.  Bankruptcy XXXX case number is incorrect, liabilities, asset amount, and exempt amount are unlisted and represented by a dash ( - ) making the listing incomplete. Court name which defers on the mailed copy vs the electronic copy of Equifax file are both are incorrect or incomplete electronic report names court as ( XXXX XXXX BK CT ) and mailed report names it as ( US Bankruptcy Court- XXXXXXXX   XXXX ) and neither mention the district of the court. XXXX XXXX has a different address on their records making it difficult to believe they verified the information as accurate. In fact the address they have listed is also incorrect and is a post office box. Courthouse address listed as XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX on Equifax credit report is incorrect. XXXX XXXX states on their reports that the address is ( XXXX. XXXX XXXX XXXX XXXX, IA XXXX ) which is also incorrect. The true and correct address is actually XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IA XXXX. The courts state it has never verified this information to anyone including XXXX XXXX or Equifax. Equifax in their own words states they have never verified this even though its been disputed several times. Date verified says N/A. { a, d, i, j, k, } 3. Bankruptcy XXXX case number is incorrect, liabilities, asset amount, and exempt amount are unlisted and represented by a dash ( - ) making the listing incomplete. Court name is incorrect and defers from electronic report vs mailed report. ( US Bankruptcy Court- XXXX ) mailed copy ( XXXX XXXX BK CT-XXXX ) electronic copy. There is no Federal court that exists located in XXXX, XXXX . Courthouse address is incorrect and no bankruptcy court is located here ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ) and neither mention the district of the court. Phone number listed on Equifax records XXXX is incorrect. The number when called is actually disconnected. XXXX XXXX is listing the correct phone number and address of the court which is XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX So once again how was this verified to Equifax when their records clearly state something different. Equifax claims they verified this with XXXX XXXX on XX/XX/XXXX. The courts state they never verified this to anyone including XXXX XXXX or Equifax. Equifax needs to provide proof of this claim and provide what information they received from XXXX XXXX as verification. Also Equifax has stoped me from disputing this item any further by keeping it in a dispute status since at least XX/XX/XXXX. As of the date of this complaint it is still being listed as under investigation from previous dispute. { a, e, L, m, w } Since these public records have already been disputed and  still list inaccurate and incomplete data I am requesting they be removed from my credit file immediately pursuant to FCRA Section 611 ( 5 ) ( A ) ( i ) ( ii ) which states states If after a reinvestigation of any information disputed by a consumer, an item of information is found to be inaccurate or incomplete or can not be verified the consumer reporting agency must Promptly delete that item of information from the file of the consumer, or modify that item of information to reflect the results of the reinvestigation ; and promptly notify the furnisher of that information that the information has been modified or deleted from the file of the consumer. \nAlso note the original furnisher of information was never contacted for verification neither were they notified of any modifications. { n } Disputed Accounts Listed accounts have been previously disputed and still list inaccurate and/or incomplete data 1. XXXX  XXXX XXXX balance, actual payment amount, Date of Last payment, past due amount, scheduled payment amount, date of last activity, term duration, date closed, loan type, creditor classification, account type, credit limit, high credit, amount past due, months reviewed, activity designator, charge off amount and term frequency are all unlisted and instead represented by a dash ( - ) instead of a dollar amount or correct wording/terms making the listing incomplete and inaccurate.Account owner states individual not the actual owner of this account. Creditor address is incorrect. Equifax lists XXXX. XXXX XXXX XXXX XXXX, TX XXXX XXXX address is XXXX. XXXX XXXX XXXX XXXX, TX XXXX XXXX ( XXXX XXXX XXXX official website ). Letter from XXXX dated XXXX says they verified the correct information to Equifax and it is still reporting incorrectly. { o, o2, p, s } 2. Macys- balance, actual payment amount, Date of Last payment, past due amount, scheduled payment amount, date of last activity, term duration, date closed, loan type, creditor classification, account type, credit limit, high credit, amount past due, and charge off amount are all unlisted and instead represented by a dash ( - ) instead of a dollar amount or correct wording/terms making the listing incomplete. Months reviewed is inaccurate ( 46 ), date of first delinquency is inaccurate, creditor phone number is inaccurate ( routed to a chat line on XX/XX/XXXX ) { q, r, r2 } 3. XXXX XXXX XXXX creditor name inaccurate balance, actual payment amount, past due amount, scheduled payment amount, date of last activity, date of last payment, date closed, loan type, creditor classification, account type, credit limit, high credit, amount past due, activity designator, charge off amount, term duration, and term frequency are all unlisted and instead represented by a dash ( - ) instead of a dollar amount or correct wording/terms making the listing incomplete and inaccurate. Months reviewed is inaccurate ( 46 months ) which would mean the account began to be reviewed in XX/XX/XXXX. Date of XXXX delinquency XX/XX/XXXX is greater then date of major delinquency XX/XX/XXXX. No phone number is listed for creditor. { t, u, u2 } 4. XXXX XXXX balance, actual payment amount, past due amount, scheduled payment amount, date of last activity, date of last payment, date closed, loan type, creditor classification, account type, credit limit, high credit, amount past due, activity designator, charge off amount, term duration, and term frequency are all unlisted and instead represented by a dash ( - ) instead of a dollar amount or correct wording/terms making the listing incomplete and inaccurate. Months reviewed is inaccurate, Date of first and major delinquency is inaccurate. { v, v2 } Since these accounts have been previously disputed and still display inaccurate and or incomplete credit information I request they be removed in their entirety immediately from my credit file pursuant to FCRA Section 611 ( 5 ) ( A ) ( i ) ( ii ).\n\nNegligent and willful noncompliance by a Credit Reporting Agency carries hefty fines and penalties. \n\nXXXX ( XXXX ) does not verify the content of the underlying public record as accurate or determine if an XXXX appropriately linked the record to a consumer. In the case of public records, the CRAs retain responsibility for determining whether a public record should or should or not be attached to a consumers file.","date_sent_to_company":"2020-03-15T23:40:10.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"507XX","tags":null,"has_narrative":true,"complaint_id":"3567594","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-03-15T22:46:49.000Z","state":"IA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["states individual not the <em>actual</em> owner of this account."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[7.0539875,"3567594"]},{"_index":"complaint-public-v1","_id":"13661018","_score":5.4219065,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint is being submitted based on concern that Mr. Cooper, a brand for Nationstar Mortgage, LLC is likely in violation of consumer protection regulations and possibly other lending laws by implementing new conditions on existing loans and refusing to provide adequate support or representation from the company for issue resolution. This complaint is two-fold. The first is to resolve our immediate issue on the property owned by my husband and me. The second reason is to ask a watchdog group to investigate to ensure abuses aren't happening in a more widespread fashion. \n\nWe allege Mr. Cooper, a brand for Nationstar Mortgage, LLC, a mortgage services company, is generally unreachable and unresponsive. They have shown a pattern of providing inaccurate and inconsistent communication. Short of rendering a legal opinion, Mr. Cooper has demonstrated possible misconduct, incompetence, and/or negligence as our mortgage services provider. \n\nShortly after Mr. Cooper acquired our property loan in XXXX, the company attempted to change the loan requirements without providing a legal basis, or even a consistent basis for introducing new terms. \nMr. Cooper refuses to provide any reasonable or timely means to discuss or appeal their actions. \nSummary of complaints that will be supported in the transaction detail : 1. Mr. Cooper knowingly and admittedly sent false communication multiple times regarding the flood zone status of our property and has tried to enforce unwarranted new loan requirements more than once based on a pre-existing designation.\n\n2. Mr. Cooper provides no reasonable means to have any form of dialogue despite the appearan\nce of a multitude of customer support options.\n\n3. Mr. Cooper designs customer support solutions that only benefit them by automating one-way, static information while leaving no relevant option for actual representation or dialogue to occur. The phone system will acknowledge a callers requests to speak with someone, but will still loop the caller back into limiting, menu-driven choices. This is also true of their website chat feature. Email addresses for support have either been returned as undeliverable, or result in nothing more than an automated response or rejection of submission. \n4. As such, we allege that Mr. Cooper actually does not provide any common and reasonable methods ( phone, email or live chat ) for reaching a live support representative. They provide no effective dispute resolution channel. Even a ticket submission option via the Mr. Cooper portal triggered a response that altered the status to read only, disabling further replies.\n\n5. In closing, Mr. Cooper is in a position of control over a large investment, ones home. There is a feeling of helplessness when there is no effective means to communicate or resolve issues with the company. Our history of transactions that follows will show Mr. Cooper has a pattern of misconduct and provides customers no method of recourse by obfuscating the process of connecting with a customer support agent. Mr. Cooper would make it appear there are many methods for contacting a representative, but each is a proverbial black hole, engineered to provide automated responses and efficiency only to Mr. Cooper. Mr. Cooper uses various and inconsistent means for communicating account changes or updates, some of which do not offer a notification but require a proactive search by the client to stumble across the update. ( i.e. A miscellaneous folder buried in a statements tab in an account portal vs. using the portals message inbox, or an email, etc. ). According to the internet, the inability to interact meaningfully or with an actual representative is not a unique problem to us. \n\nPersonal transaction overview : Multiple times Mr. Cooper has erroneously communicated the XXXX flood zone designation of our XXXX XXXX property at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX. The first time was in or around XX/XX/XXXX. Mr. Cooper has used an XXXX status change as a basis for requiring flood insurance in multiple communications, all of which threaten to force-write a policy. ( XXXX XXXX, XXXX - XX/XX/XXXX ). Within or in proximity to the same timeframe and usually in response to us disproving this, Mr. Cooper has in XXXX instances claimed that flood insurance was actually being required instead for a XXXX ( XXXX ) designation. Our history will also show XXXX time Mr. Cooper agreed they have no basis for requiring flood insurance, but XXXX months later started the cycle of requiring it again. \nXXXX. Per XXXX mapping, there has been NO designation area change for the property since the time of loan origination in XXXX of XXXX. It was ( and remains ) in XXXX XXXX XXXX and in a pre-existing XXXX zone. The loan did not require flood insurance for either reason at origination or for the XXXX years prior to Mr. Cooper acquiring it. There has been no known change to law that would require or even support Mr. Cooper forcing this change. \nPer our transaction record, you will find that Mr. Cooper does not provide a legal basis or explanation for changing the terms of the loan. \nYou will see that they have purchased and cancelled LPI ( Lender provided insurance ) on the same day, XX/XX/XXXX. You will find they have increased the escrow payment required by {$1200.00} although the force-written policy was cancelled the same day it was acquired. Interestingly, we received the policy by mail. The cancellation notice is only in the miscellaneous tab of our statements and was not received via mail as the policy was. This leads me to wonder if they expected we would not find the cancellation and continue paying the higher monthly escrow in the absence of a policy? Would they still be charging this if we had not sent complaints and a ticket? ( all unanswered ) You will find numerous other errors made by Mr. Cooper and a refusal to provide standard customer support options. Whether requests, demands or eventual threats, Mr. Cooper does not offer any method that would support a dialogue. This leaves the property owner in limbo as to whether or not their requests for review or support ever reach a person. \n\nThe following is a chronological account of our transactions to date with Mr. Cooper. We can provide full documentation and screenshots to support our claims. \nXXXX. Mr. Cooper acquired our mortgage loan in XXXX which was originated by XXXX XXXX in XX/XX/XXXX for the property we own in XXXX XXXX, XXXX. \n2. We have remained in good standing with this loan and abided by all terms associated with the loan since origination regardless of mortgage service provider changes.\n\n3. Upon origination of the loan and according to the loan terms we signed, there was no flood insurance coverage required and there has been no change to any designated area or flood zone associated with the property. \nXXXX. Our first statement from Mr. Cooper was for XX/XX/XXXX. As early as XX/XX/XXXX, Mr. Cooper sent a letter informing us that flood insurance was now required per XXXX guidelines due to a change in the XXXX flood zone designation to XXXX XXXX \no This was patently false and disproved after much time and effort. This was the start of many inaccurate communications we have received and have had to disprove while under duress due to the threat of force-written policies within specific timeframes. \nXXXX. Although we had tried many times, in both XXXX of XXXX and XXXX XXXX, we were able to invest the XXXX minutes of effort both times to successfully circumvent XXXX XXXX automated customer service menu which discouraged reaching a representative. \no The first representative initially defended the XXXX  claim, but then changed her stance to say flood insurance was required, not because of a XXXX flood zone designation, but instead due to the XXXX designation ( which is also referred to as XXXX ). \no There has been NO change in XXXX designation from the time of our loan in XX/XX/XXXX with Renasant to the time Mr. Cooper acquired the loan from XXXX. We were intentional to ask, and confirmed at loan origination, that flood insurance was not required. It was not. \no Further we were initially told by Mr. Cooper that XXXX required the insurance and then were told it was XXXX XXXX and XXXX, both of which we proved to be inaccurate. \no Upon stating we would pursue a legal route while speaking with the second representative, XXXX, on XXXX XXXX, XXXX, she empathized with us. She stated that Mr. Cooper intentionally makes it difficult to speak with someone and she hated the practice. She stated our appeal was not necessary as a letter from Mr. Cooper had already been sent to us detailing no need for flood insurance. I documented this at the time. \nXXXX. By XXXX XXXX, XXXX, we still had not seen the referenced letter so we emailed the only active XXXX XXXX email address provided, which is intended for insurance documents. ( It is important to note there was another email address offered in XXXX letter, but it was promptly returned as inactive. This shows the pattern of limiting customer outreach and support ). \no We outlined the above information, along with a list of grievances concerning the experience of trying to appeal and resolve this matter. \no We subsequently received a letter on XXXX XXXX, XXXX stating that Mr. Cooper had received proof of flood insurance and that there would be no additional charge to our account. \no This was patently false as we did not obtain flood insurance. Given the number of inaccuracies experienced by then, we assumed this was how they documented things in their system to allow for resolution of this matter. \nXXXX. On XXXX XXXX, XXXX, we received an updated letter from Mr. Cooper stating a review of our loan indicated flood insurance was required for the property due to being in a XXXX. \no XXXX, this was and is not a new designation for the property. It existed at loan origination 5 years prior. The property was also built in XXXX and the designation was in XXXX, precluding it from qualifying for XXXX flood insurance. \no There had not been any change to the XXXX or XXXX designation of the property since the time of loan origination. Requiring flood insurance represents a new loan requirement with no basis for doing so. \no Immediately we attempted to reach a representative at Mr. Cooper via the customer service numbers found on previous communications and via XXXX searches as there was only a link to upload documents or email documents provided in the letter. \no As the previous numbers were stuck in an endless loop of irrelevant menu options, we began internet searches for a way to reach a representative at Mr. Cooper. That search resulted in discovering a litany of complaints about a lack of representation from this company. Sources include XXXX and XXXX. \no We began to document attempts to communicate, including the menu options presented via their customer support line. \no The menu options are informational and support only one-way communication despite at times stating, \" I understand you'd like to speak to an agent.... '' o As an example, the process of attempting to reach someone on XXXX XXXX, XXXX started at XXXX and ended at XXXX after numerous menu options failed to provide a relevant choice or access to a representative. \no XXXX also attempted using the website chat feature for support on XXXX XXXX, XXXX as well. This was attempted from XXXX to XXXX and then abandoned when the familiar endless loop of menu options was presented electronically. \no Lastly, we emailed our history of communication and documented facts to the email address designated for providing insurance documentation. \nXXXX. On XXXX XXXX, XXXX, with no response, we repeated the attempts to reach someone via phone to discuss the matter and to understand the legal basis for the requirement of flood insurance. After a prolonged period of not reaching an agent, we abandoned this effort. \nXXXX. On XX/XX/XXXX, we once again received a letter stating flood insurance was required. This letter alleged that the flood zone designation had changed and we were in a SFHA with flood zone V, requiring flood insurance. \nXXXX. On XX/XX/XXXX, we received a second and final notice stating Map Panel Number XXXX Flood XXXX XXXX required flood insurance and that Mr. Cooper had secured temporary XXXX lapse insurance. We were given 15 days to dispute by having the map amended by XXXX. However, the XXXX map when properly sized didnt need to be amended. XXXX and our countys flood zone XXXX both showed the flood zone to be XXXX  with no changes since XXXX. \nXXXX. By XX/XX/XXXX we gathered all the supporting documentation again to prove no change to the flood zone and flood zone XXXX. We emailed the address intended for insurance documents to state again our appeal of the XXXX zone XXXX designation. We had already disputed the XXXX and XXXX XXXX insurance requirements and shown where the property does not qualify for NFIP based XXXX the designation of CBRS per XXXX and XXXX the designation for that area pre-dated our loan with already agreed upon conditions that did not include flood insurance! \nXXXX. On or about XX/XX/XXXX, in an inconsistent fashion, we received electronic communication via a miscellaneous tab in the account portal on our statements page ( vs. portal inbox, or a phone call or email despite demands to speak with an agent ). This communication seemed intentionally hidden. It acknowledged our XX/XX/XXXX complaint sent to the insurance documents email. Mr. Cooper asked for time to investigate through XX/XX/XXXX. \nXXXX. On XX/XX/XXXX via email, we received a communication titled \" resolution ''. Upon opening the email, we were surprised to discover it was a resolution for a matter relating to a loan that was not our loan. The communication included details for this individuals loan on a property in XXXX XXXX \nXXXX. On XX/XX/XXXX, communication was received from Mr. Cooper electronically, and later via mail, that stated several things. \no This letter hoped to alleviate our concerns. \no The letter stated that the XXXX letter stating XXXX flood zone XXXX  was sent in error as their lender provided insurance system didnt support XXXX  reasoning. \nXXXX. This can not be considered a simple mistake given the number of times we received letters stating the property was in an XXXX  flood zone that changed. We pursued documentation to disprove at our expense of time and effort, all under the duress of an impending timeline, more than once! \no The letter stated they agreed with our documentation concerning the flood zone designation and as such, this was not a basis for requiring flood insurance. \no The letter stated that effective XX/XX/XXXX, flood insurance would be required for properties in a XXXX XXXX, but failed to provide any legal basis for this allegation. It was just stated as a matter of their policy to secure their interest in the loan. \no The letter addressed a typo made by me in the XX/XX/XXXX communication concerning the exorbitantly high XXXX premium. \no The letter stated that XXXX had not been obtained and to avoid this, we must provide proof of insurance. No timeline was provided. Since they asked to research our complaint through XX/XX/XXXX, it seemed reasonable wed have time to find a way to address. \no The letter appeared to come from a XXXX XXXX and listed a phone number with a XXXX area code, but was sent from an unmonitored email address. \nXXXX. Less than XXXX hours later, on XX/XX/XXXX, communication was received from Mr. Cooper and later via mail that XXXX insurance was force-written on our loan. Per the policy it was obtained for being in XXXX XXXX XXXX, not due to being in a XXXX zone. This policy was also cancelled on the same day. Despite the policy cancellation, Mr. Cooper increased our XX/XX/XXXX payment from {$1500.00} to {$2700.00} for an escrow shortfall that shouldnt exist since there is no policy and was no policy for any appreciable amount of time. \no In the time since, we have called the XXXX area code phone number and left voicemail multiple times. All calls have gone unanswered. No return calls have been received. \no We have emailed the address for insurance documentation with our latest appeals and then threats to pursue legal action and to file complaints. All have been unanswered. \no We have provided all our documentation about flood zone status to our XXXX XXXX as they have indicated other residents have had requests for help with Mr. Cooper. \no We have spoken to our insurance agent who agrees that based on the facts, there is no basis for a flood insurance policy. \no Before we even mentioned who our mortgage services provider was, our insurance agent asked if this was Mr. Cooper based on their experience having to assist in these instances, indicating a business practice vs. isolated incident. \no Our insurance agent also contacted Mr. Cooper on our behalf to try to remedy the issues. \no XXXX XX/XX/XXXX we opened a ticket via the portal to dispute the increased XX/XX/XXXX payment which elicited an automated response to give Mr. Cooper 7 days to investigate. The response then closed the dialogue box to disallow further communication. \no XXXX of XX/XX/XXXX, we have not been presented with any opportunity to have a dialogue with Mr. Cooper. XXXX received no status update. XXXX received no evidence of a legal basis for requiring flood insurance. XXXX received no dispute resolution over flood insurance. XXXX received no resolution to the increased XX/XX/XXXX payment. XXXX received nothing to indicate Mr. Cooper takes any accountability for any of the errors that have been made or will act in good faith to prove they have a legal right to institute new conditions on an existing loan. \no We have no confidence in communication we receive from Mr. Cooper related to this matter. We fear the extent and the scope of the demonstrated incompetence and possible misconduct Mr. Cooper could have on our credit and finances. We fear for other individuals who XXXX be bullied into compliance. We fear that without the ability to access support, individuals could have irreparable harm done to their credit, finances, or even lose their property.","date_sent_to_company":"2025-05-22T22:12:45.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"37027","tags":null,"has_narrative":true,"complaint_id":"13661018","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-05-22T20:58:41.000Z","state":"TN","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["Cooper designs customer support solutions that only benefit them by automating one-way, static information while leaving no relevant option for <em>actual</em> representation or dialogue to occur. The phone system will acknowledge a callers requests to speak with someone, but will still loop the caller back into limiting, menu-driven choices. This is also true of their website <em>chat</em> feature."]},"sort":[5.4219065,"13661018"]},{"_index":"complaint-public-v1","_id":"3511192","_score":4.9420958,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"{ NOTE : Not knowing your websites documentation box capacity, Im sharing with you that this was 6 pages as I worked on it in MSWord. So you will know you have it all, I put === THE END === at the very end of the document. If you dont see XXXX THE END === you do not have my total document. If that is the case, please let me know what I must do to get the whole document to you so this matter does not get any worse. Thank you. } During the second quarter of XXXX, I shopped for and bought a XXXX XXXX XXXX  XXXX from XXXX XXXX. It was my wish to finance the car through XXXX XXXX XXXX XXXX XXXX in my hometown of XXXX, NE, with which I have a 50+ year relationship. They gave me an almost certain verbal approval but said they required 10-14 days to process the loan and get the money to XXXX. XXXX  said they could not and would not hold the car that long but said they absolutely, positively could secure my financing. I chose this alternative as the car was one I really liked and wanted. I filled out XXXX   necessary paperwork and got approved by several lenders and with XXXX XXXX assistance picked the one that seemed to be most favorable. XXXX   delivered the car on XXXX when I also signed a whole bunch of documents. XXXX  told me the finance company would be in contact with me in the future to provide me with a welcoming kit, the sales contract, a payment book, etc. so as to begin the relationship. This all seemed standard, acceptable procedure to me, as it had been many years since I had financed a car. After about a month, I called XXXX  and asked why I had not heard from the finance company. I was told to calm down and be patient. XXXX  said you have the car and they will be in contact because theyll want their money. I called one other time a few weeks later with the same inquire and was told the same thing. I also asked XXXX  if they could possibly send me a copy of the sales contract. They said they had done so already but would send it again. As unprofessional and flakey as that had been throughout the whole selling process, this did not raise any red flags to me. On or about XX/XX/XXXX, I was contacted by a woman who identified herself as XXXX XXXX with Ally Financial. This was my first Ally contact of any type. She started out with a stark attitude treating me as if I was an irresponsible, low-life, credit deadbeat. She demanded to know why I was not making payments on my loan. I relayed all XXXX  had told me and that I had received nothing from any finance company to date. She countered saying that was not possible, as Ally had been billing me. I repeated that I had received nothing from any finance company and asked where have you been sending what youre saying youve sent? I discovered then and there for the very first time Ally was using a WRONG address and that wrong address had been given to them by XXXX  -- not me! XXXX rectified to the correct address. I asked if ALL previously mailed correspondence could be re-mailed. XXXX said she would try, but she was not sure if it would be possible. Really? To me, this was quite unprofessional consider this situation had not been caused by me. We talked further and XXXX agreed it definitely would be acceptable to Ally for me make payments of {$320.00} ( my required payment is {$310.00}?? ) from my next 3 paychecks ( to my best recollection of exact dates ) on XX/XX/XXXX to cover the XXXX payment, XX/XX/XXXX to cover the XXXX payment and XX/XX/XXXX to cover my XXXX payment due XX/XX/XXXX. This is exactly what I did! During this same conversation with XXXX, I point-blank asked if this mistake caused by XXXX, which was absolutely no fault of mine in that I had no way of knowing Ally had been given the wrong address, would impact my credit bureau reports. She assured me it would not considering the circumstances. By the time we ended the call, XXXX had abandoned her affronting collection approach and had become very nicely civil in tone. From then on, I made payments on time until XX/XX/XXXX. Several months after my call with XXXX, my credit bureau alerting service notified me via email that I had two 30 day lates, which amounted to being 60 days late scored against me on all three of my credit bureaus, which sadly made what XXXX had told me not true! When I called to inquire about this with customer service, I was meant with snarky sass and told, I was late and Ally was correct. When the call ended I was in major frustration and total disbelief than any company would be so blatantly unprofessional as to negatively mark someone for something that they knew full well was completely out of their knowledge or control. I called customer service 4 or 5 other times and continued to seek to have those inappropriate, unfair, unjust, egregious marks removed from my credit bureau reports. Each time I had to try and work through an unbelievably difficult English language barrier with people who spoke the language very poorly and seemed to fully lack the capability to sufficiently understand the syntax of what I was trying to explain. One of the agents said no one in customer service could help and the only way there might be a remote chance of any assistance would be to email some other ( I think she said back-office ) department that might give consideration to looking into this matter. When I asked for that email address or a telephone number, I was told neither one was something Ally ever shared but she said she would be sending an email on my behalf. On one of the subsequent tries, in that I had grown tired of being stonewalled, I finally decided to ask to speak to a supervisor and I was told they could not help me because I had been late and ended that call without ever giving me any time to provide the reason I was asking for some fair, professional treatment. After demanding to speak to a supervisor on a follow-up call, I learned I was again blatantly lied to and that no email had ever been sent! This supervisor promised he would take care of sending the details but I would have to be patient as it could take several months to get an answer. Several months, really ; just what kind of pathetic customer service is that if not just plain harassment? I asked if there was only just one person in that department and was told no, thats just how long it takes. I explained my medical loan need for a swifter reply and was further belittled with, sorry. I had been in the process of getting a loan for serious personal medical reasons and I had been approved, however, during the banks final pre-funding loan review the credit report negatives showed up on my bureau reports and my loan was table until such time as I could get the negatives cleared and removed. Sometime thereafter I received a curt letter from Ally saying their review found their actions extremely accurate and they would be making no adjustments! How is that not other than deliberate, abusive harassment? Needless to say, because of my health condition and my desire to keep living life as the most important thing to me, I tried again to get Ally to both understand and cooperate and remove the grossly unjust credit bureau marks. Again with the help of yet another supervisor, a resubmission was done and the same letter was sent again weeks later. In the meantime, my bureau alert service informed me that one of the 30-day lates had been removed. What a disgusting unprofessional slap in the face insult. How could I be not late for just one month when there were originally two months when XXXX XXXX made initial contact with me? To this day, I have never received the contract or any of the initially mailed introductory paperwork as several times promised more deception. To me, Ally has been a company that projects hate where most others provide positive, caring customer service that shows compassionate cooperation in such trivial clerical matters. \n\nIn early XX/XX/XXXX, I got a call from my personal bank, XXXX, inquiring about a just made $ 600+ charge, which we quickly concluded was a fraud and not mine. The bank, for mine and their mutual defense and protection, froze my account for a week to stop any additional fraud hits, which I was told was a very standard banking operating procedure. Since XXXX, I have been a repeat target of identity theft fraud in the thousands and thousands and thousands of dollars and I am very sensitive to the XXXX and expense it brings into ones life. Having banked with XXXX  since XXXX, I trust and believe them as they have always worked positively in my best interest. The XXXX  agent NEVER mentioned to me that any other payments which I might have in process would also not be honored. They included my electric bill, my gas bill, my XXXX XXXX bill, two VISA payments and my payment to Ally made on XX/XX/XXXX. In that I was on record with XXXX  for a payment of {$320.00} prior to the XXXX day of each month to Ally I had absolutely no reason to even consider thinking my Ally payment or any of my other regular, on-record payments in process with XXXX would not clear. As soon as I realized the magnitude of this situation, I immediately called XXXX to notify them I would be making extra, out-of-sequence payments to Ally and the others so as to show good faith to Ally and my other accounts during the fraud matter and to catch up as quickly as possible. Fraud is XXXX and no one likes being a victim but it sadly is an ongoing condition attacking all banking far too often and I erroneously had thought Ally would be much more knowledgeable and far more understanding then they have been. On XX/XX/XXXX I made another {$320.00} payment, the maximum payment amount on record with XXXX. A week or so thereafter I noticed none of the Ally payments had not while all my others had. Ally is slower than any other online payments I make each month in doing their payment processing. After all, Ally has done to me, which I personally feel is very unethical and unfair, I can not help but think they might slow payment processing so as to gain the ability to charge the maximum amount of interest possible. I called XXXX  and asked rather pointedly why in the XXXX they were returning my payments. They stated they were not. I then asked what was going on. The fraud agent said he could only speculate. One thing he mentioned was a computer spike that might have altered the data within the Ally system, which he said was the most frequent reason he had encountered during his tenure with XXXX, so as to make them not process correctly. As a related aside, Ally has one of the most difficult, confusing, convoluted websites of any I have ever used or have had to try and figure out how to navigate so as to be a responsible on-time borrower. While talking with Ally personnel who are supposedly designated as website trained for client assistance is, for the most part, a waste of time. Another thing the fraud department man mentioned was that some penny-pinching finance companies are known to freeze payment accounts solely because they dont want to pay bouncing fees thereby causing their patrons payment not to post. I questioned him in that I was not fully capable of comprehending why any entity that needs and wants to collect money from their accounts would do something so exceeding counterproductive and stupid so as to get into their own way and cause themselves extra work. He said he was able to see payment attempts but could provide no reasons and encouraged me to repeat my payments to show good faith and keep myself from being put into a more negative light. I did just that on XX/XX/XXXX and XXXX and the same thing happened again! When I called XXXX  again another agent also said often times financial institutions unscrupulously will freeze customer payment accounts, which she said XXXX never does, solely to be able to charge more interest, penalties and late fees as an additional revenue source. When I told her I had learned I was marked with more credit bureau late payments dings, she said, thats part of their game. When I asked her if Ally was allowed to call former and current employers, relatives or friends as they had done her reply was, oh my god. She said all I could do was ask for the lock to be lifted and hope they did so, and then make the payments again, in that having my grandfathered free ( absolutely ) no-frills checking account which does not have many features of which online banking is an unavailable one. Additionally, I no longer have and have not written any actual paper checks for decades. Furthermore, I had never in my life heard of any financial institution being stupid enough or mean enough to unprofessionally block methods of payment when their goal is to be paid! \n\nFully frustrated and disgruntled with the abusive, negative customer service ( my personal evaluation ) up to this point in time, I decided to try to see if anything in the realm of real customer service might come from using the online chat, which is a gross misnomer in that it is a typing exercise. I was on my computer for > 2 hours. Very little was accomplished other to have the Ally typer accuse me of changing my account number really you just cant make up this stuff. I proceeded to type to him that when I made my very first payments I properly loaded my bank account information correctly and all of my subsequent payments posted properly until my bank suspended all my payments solely do to the outside fraud attack. The Ally typer proceeded to insinuate I had changed my account number considering I had shared XXXX with him and he had typed to me he was looking at XXXX. I made it clear to him I did not appreciate him typing I had deliberately done something to intentionally cause myself all this grief, frustration or stress! Come on really? I then typed him if he could tell me what checking account number was at that time loaded into my Ally pay module and he said he could not. He typed, I could clearly see that on my account. I then typed him as to how I could do that because in all the time Ive been using the misfit website there was no time I saw any way to verify my checking account information input. I typed him why my account had been locked out of use in the first place and he typed something illogical as a reply. I then typed, how do we solve this problem? He typed nothing of substance but again went out of his was to insinuate it was all of my doing. I typed, he was abjectly wrong! When I carefully go to input my checking account information and very carefully making sure it is correct, the Ally website gives me an error message that reads an account with this routing number and checking account number has been locked out! He again typed noting which could be concluded as an intelligent reply. I also typed to him if my account had been XXXX as he so disgustingly tried to insinuate, there would be no way the right checking account information with XXXX would be locked out as it would be brand new to the Ally system. One last time I typed two questions : 1 ) Why was my checking account locked out in the first place after I had talked to numerous Ally people a few of which were totally aware of the whole situation? 2 ) Why does Ally deliberately and now seemingly intentionally doing everything in their power to escalate this convoluted situation even further? When what was typed back was void of intelligent, logical answers, I decided it was time to end my chat with this poorly programmed tree stump. \n\nI finally got the attention of their presidential escalation department ( I think that is what they call it ) and was called by one of the most affronting, unprofessional, rude individuals I have encountered in my life. Ally could not train an individual to be a worse representation of pathetic customer service or public relations. She is incapable of shutting up and stopping from interrupting long enough for someone to detail the entire subsequent problem. She was more intent on spewing rules and procedures and being threatening and condescending. The manner in which she presented herself caused me to believe she had already made a decision and her only remaining task was to cram it down my throat. When I was finally able to squeeze in a few questions, I got abrupt answers. I asked if she thought she and Ally were even close to being fair and I got more verbal flack. When I asked why my account was locked, she avoided any logical answer, just as the typer had, beyond again spewing procedure and then insinuated it all of my doing. I was on the phone with this woman for 20+ minutes and the whole ordeal was a disgusting harassment when I had hoped after the initial introduction that Ally FINALLY might be stepping up to the plate to do something that just might be fair and just. This women, who only would identify herself as XXXX  ( sp? ) at extension XXXX, which by the way did not work when I tried to call her back to find out why she had not called me at XXXX XXXX  the next day as she had voluntarily promised she most definitely would and for which I took the time ( and money ) off from work to respectfully honor her supposed return call with the continued hope of finally receiving some fair justice in both of these credit bureau situations caused by Ally. When I called the phone number she gave me the second time a few minutes later after realizing I had been given a wrong extension, I spoke with and worked with a fine, knowledge, compassionate, professional gentleman named XXXX at extension XXXX, who was so apologetic for the previous day. He said he would be more than happy to try and help me and he was so great in all of his attempts and again apologized. He was not sure if he was going to be able to take over the case or not I could only hope and pray, as I have no desire to ever speak to the previous woman ever again. Finally, to top all of this off, the next day at about XXXX XXXX  she had the city police department come to my home, pound on my front door and interrogate and embarrass me like a common criminal in front of all of my neighbors for over half an hour. Fortunately for me, I was able to cajole them into not taking me to the police station with them which would have made this whole horrible situation worse and further compound my life by causing me to be a no-call-no-show at work! At the end of the ordeal, one of the officers explained to me that according to the law they are required to do what they did even if they clearly and completely feel they are being used as a deliberate form of harassment or retaliation, which he said happens far too often, in a civil dispute just to avoid their liability for those times that might have a real significant substance. Ally is also sending me ugly, severely threating letters and with them, they are treating me like I am a calculated criminal individual who is trying to defraud them when all the while everything that has happened has NOT been any fault of mine whatsoever and I have very diligently and have deliberately continued to sustain my desire to clearly show I want to make all payments and get this matter completely resolved. I did not provide the wrong address nor did I ask to have my ONLY FORM OF PAYMENT locked so I would look like I was someone who did not care and was, in fact, the deadbeat Ally is seemingly trying to set me up to look like I am with their unorthodox, unexplainable, deceptive, manipulative practices and processes. \n\nWhat I would like, if you fine people at Consumer Financial Protection Bureau can make it happen, is to have my XXXX account UNLOCKED within the Ally online payment portal so I can the very next 4 days thereafter make payments each day of {$320.00} so as to bring my account current, if you can make it happen before XX/XX/XXXX, my XXXX due date. I would also love to have all of the lates removed from the Ally sections of my credit bureau reports so I can get the loan processed to be able to move forward with my personal health crisis and substantially lengthen the estimated amount of time I have left to live. And finally, I would like all penalties, late fees and extra interest subtracted from my Ally account. And If I have to continue dealing with Ally to accurately, finally resolve this matter, I would really like to do so with XXXX as I really do not want any more contact with the other woman for the rest of my life. I look forward with great anticipation to learning what you might be able to do to resolve this matter at your earliest possible convenience so they do not escalate this matter to the point of repossessing my car. The people who referred me to your agency spoke very highly of your effectiveness, your promptness and your ability to solve even the most complex problems in a favorable manner for the complainant ; one person even said you might be the most efficient bureau in the federal government. \n=== THE END ===","date_sent_to_company":"2020-01-28T00:13:48.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"92009","tags":"Older American","has_narrative":true,"complaint_id":"3511192","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2020-01-27T23:59:05.000Z","state":"CA","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["I asked if there was only just one <em>person</em> in that department and was told no, thats just how long it takes. I explained my medical loan need for a swifter reply and was further belittled with, sorry."]},"sort":[4.9420958,"3511192"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":16,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":16}]}},"product":{"doc_count":16,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":3},{"key":"Other banking product or service","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2},{"key":"Store credit card","doc_count":1}]}},{"key":"Credit 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