{"took":164,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":9,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8750133","_score":23.375679,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/24, I have a XXXX XXXX XXXX XXXX which I got paid. Cash of XXXXXXXX XXXX, I stopped by chase bank in XXXX XXXX XXXX which is the bank. I save around XXXX XXXX to deposit the money of {$5000.00} into my account for payment and other expenses I owe, I use my ATM card and deposited the money, after I deposited the money, the receipt from the ATM gave me show no indication of the amount of money deposited into my account but shows an error that the ATM is broken and do not accept cash show no indication that the money was deposited into my account, either I took a screenshot which indicate the ATM machine is broken. The amount of money was not registered into my account either. I called Chase bank claim department and with the number on the receipt I reported the situation if they can look into the camera and the evidence and the screenshot that I have to deposit XXXX XXXX cash but but the ATM is broken and error and did not indicate the amount of money into my account the claim number was XXXX, they they refunded XXXX but later on after four days went back into my account and took XXXX XXXX XXXX from my account since then I have tried calling Chase Bank claim center to file a new claim. Talk to the supervisor try to resolve if they can put the money back into my account to know avail I spoke to XXXX XXXX and branch manager, XXXX XXXX, and all they said they have closed my case, and they have exhausted all the investigation towards this matter and kept my money. I feel like somebody need to help me, but they have denied all my claim and my evidence that I provided to them and still did not refund me my money back, please I need help because I have just a small business to Survive And And I think they can check the cameras the receipt I showed them and the amount of money they retrieve from the ATM after I reported the incident Thanks XXXX XXXX.","date_sent_to_company":"2024-04-17T19:43:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60446","tags":null,"has_narrative":true,"complaint_id":"8750133","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-04-12T02:22:38.000Z","state":"IL","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["I save around XXXX XXXX to deposit the money of {$5000.00} into my account for payment and other expenses I owe, I use my ATM card and deposited the money, after I deposited the money, the receipt from the ATM gave me <em>show</em> no indication of the amount of money deposited into my account but <em>shows</em> an <em>error</em> that the ATM is <em>broken</em> and do not <em>accept</em> <em>cash</em> <em>show</em> no indication that the money was deposited into my account, either I took a screenshot which indicate the ATM machine is <em>broken</em>."]},"sort":[23.375679,"8750133"]},{"_index":"complaint-public-v1","_id":"4294197","_score":16.479706,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I went to a BBVA XX/XX/XXXX in XXXX, TX and made an ATM cash deposit of {$300.00}. After I inserted the bills, the ATM started making a noise as if it was continuously trying to accept the bills. The screen then showed a message stating something regarding the bills being unrecognized and that they'd be returned. However, the slot where you inserted the bills did not return anything, you could just see something spinning continuously in there and the bills were not moving either in or out. After waiting 10+ minutes, the ATM said the transaction was cancelled and displayed an error message stating that it was offline. \n\nI checked my account and did not see a deposit for the {$300.00}. I immediately went to the drive-thru teller window and told the teller that the ATM accepted my money, went offline, and did not deposit it to my account. The teller told me the machine would need to be repaired before it could be used again. She also gave me a number to call and file a missing deposit dispute. I called the number and filed a dispute, dispute number XXXX, ticket number XXXX. I received a letter dated XX/XX/XXXX that said they were investigating and had issued a provisional credit for {$300.00}. Last month, I received a letter dated XX/XX/XXXX that said the investigation was complete and the disputed transaction was authorized/correct, and the credit was removed. \n\nI do not understand how the dispute is complete and the money was not credited to my account. I believe that once somebody went to repair the broken machine, the ATM would have been {$300.00} over what it should have been, and the overage could have been linked to my dispute. The ATMs also have cameras, so I'm sure there is video of me inserting the money, waiting there for an extended amount of time and then the machine went offline. If you put all of that together, I'd think the deposit could be linked to my dispute/checking account.","date_sent_to_company":"2021-04-13T20:03:09.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"794XX","tags":null,"has_narrative":true,"complaint_id":"4294197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2021-04-13T19:43:34.000Z","state":"TX","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I went to a BBVA XX/XX/XXXX in XXXX, TX and made an ATM <em>cash</em> deposit of {$300.00}. After I inserted the bills, the ATM started making a noise as if it was continuously trying to <em>accept</em> the bills. The screen then <em>showed</em> a message stating something regarding the bills being unrecognized and that they'd be returned."]},"sort":[16.479706,"4294197"]},{"_index":"complaint-public-v1","_id":"6933330","_score":13.07156,"_source":{"product":"Debt collection","complaint_what_happened":"In accordance with [ XXXX XXXX ] Accord and Satisfaction [ XXXX XXXX Full satisfaction Of Claim ] [ FDCPA 15 USC 1692 ( c ) ( e ) & ( g ) ] XXXX XXXX moves the Court for Summary judgment on the claims contained in its complaint for Summary Judgment. The Defendant Breached an Actual contract by a broken promise without a legitimate lawful excuse. The defendant continues to collect on a debt that Plaintiff denies he owes. The Defendant is using the US post office to send debt collection letters for an invalid debt and is acting in a capacity of a 3rd party debt collector by sending illegal repossession letters through the U.S Postal Office as recent as XX/XX/XXXX. The Defendant agreed to fully satisfy the debt but did not comply and has been collecting payments under threat, duress and coercion which is in breach of the modified agreement and now in violation of the FDCPA [ FDCPA 15 USC 1692 ( c ) ( e ) & ( g ) ] The Defendant did not reposed point for point to 3 notice of claim of disputes or affidavits sent under notary presentment. Finally the defendant did not satisfy outstanding invoices presented to the defendant for overpayment of an unverified debt after Full Satisfaction of the Claim. \nOn XX/XX/XXXX a check from Wells Fargo Bank for the amount {$580.00} was sent to WELLS FARGO AUTO FINANCE and the instrument contained a conspicuous statement written in the memo of the instrument For full satisfaction of claim. WELLS FARGO AUTO received the money order on XX/XX/XXXX and credited the account. ( See Exhibit A ) Payments where made to stay in honor and was Accepted and cashed.\n\nA Second payment by Money order was sent on the amount of {$580.00} from the United States Postal Service on XX/XX/XXXX by priority mail Both Payments were sent to WELLS FARGO AUTO XXXX XXXX XXXX XXXX, CO XXXX 2. On XX/XX/XXXX XXXX, XXXX a notice of payment dispute was sent to XXXX XXXX XXXX dba along with an invoice for additional monies paid since full satisfaction of claim. CEO OF WELLS FARGO AUTO. There was no response to the notice. ( See Exhibit B ) 3. On XX/XX/XXXX, XXXX a second notice and opportunity to cure was sent along with an invoice for additional monies paid since full satisfaction of claim to the above mentioned via a correspondence via email to XXXX after they sent a offer to remove the dispute which I did not agree to after email correspondence with XXXX XXXX on and again with XXXX XXXX on XX/XX/XXXX. Also mailed on XXXX XX/XX/XXXX. \n4. On XX/XX/XXXX, and third notice of default and intent to sue was sent to the parties, and still WELLS FARGO AUTO has failed to honor the instrument and provide me with a remedy. Then I found out that the debt was paid and not my obligation and that they took {$1000.00} from me violating the TILA ACT.\n\nNOTICE OF BILLING ERROR PURSUANT TO 15 U.S. Code 1666 Correction of Billing Errors In reflection after looking at this retail installment contract, payment history details, and considering the fact you never gave me any money and I extended you credit by giving my social security number pursuant to I require all monies I paid back to me because I was never given a loan. I request additional clarification including elementary evidence that you gave me a loan and deposited money into my bank account. I believe this is a computation error or similar error of an accounting nature of the alleged creditor on these statements.\n\n4. Finally the attached payment schedule is inaccurate I dont see any place on this ledger or calculation that you Wells Fargo or XXXX gave me a loan. I DENY I was given a loan. Show quick proof that XXXX or Wells Fargo in fact gave me a loan. I demand a certified statement of accounting under penalty of perjury that you gave me a loan and gave me money. I dont have any evidence of a loan deposited into any bank account of mines after checking. If so produce the ledger that shows Wells Fargo or XXXX placed a loan into my bank account and I paid you. I required a certified statement of accounting not just something of a computer. \n5. I see a finance charge for a {$1000.00} downpayment thats in breach of the TILA I demand the {$1000.00} back that I gave you in addition to my signature that created the credit for this transaction. I was never to come out of pocket for a loan pursuant to 15 U.S. Code 1605 Determination of finance charge. the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable : ( 1 ) Interest, time price differential, and any amount payable under a point, discount, or other system or additional charges.\n\n( 2 ) Service or carrying charge.\n\n( 3 ) Loan fee, finders fee, or similar charge.\n\n4 ) Fee for an investigation or credit report.\n\n( 5 ) Premium or another charge for any guarantee or insurance protecting the creditor against the obligors default or other credit loss.\n\n( 6 ) Borrower-paid mortgage broker fees, including fees paid directly to the broker or the lender ( for delivery to the broker ) whether such fees are paid in cash or financed. If you dont correct the billing error or remove it in 60 days then I expect a full refund of all monies paid since inception or I expect a clean title delivered and you agree to the terms of this agreement if you do not comply.\n\n( 7 ) A full satisfaction of the claim was accepted in addition to the billing error pursuant to UCC 3-311. Show cause or show me what law states that you can violate the law of full satisfaction of claim under penalty of perjury. If you want the car back I will gladly return the car on the condition you refund all of the monies paid since inception because you did not give me a loan. This is a debt instrument that wasnt given with any consideration I never received a loan. Please correct the billing error and send a clear title.","date_sent_to_company":"2023-05-04T16:34:13.000Z","issue":"Attempts to collect debt not owed","sub_product":"Auto debt","zip_code":"30349","tags":null,"has_narrative":true,"complaint_id":"6933330","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-05-04T15:25:51.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["( 7 ) A full satisfaction of the claim was <em>accepted</em> in addition to the billing <em>error</em> pursuant to UCC 3-311. <em>Show</em> cause or <em>show</em> me what law states that you can violate the law of full satisfaction of claim under penalty of perjury. If you want the car back I will gladly return the car on the condition you refund all of the monies paid since inception because you did not give me a loan. This is a debt instrument that wasnt given with any consideration I never received a loan."]},"sort":[13.07156,"6933330"]},{"_index":"complaint-public-v1","_id":"19368789","_score":11.133876,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX at approximately XXXX XXXX, I walked into my Chase branch where I have been a loyal customer for over two decades with multiple personal and business accounts and credit cards. I inserted cash into the in-branch ATM, all {$20.00} bills, a minimum of {$900.00} and no more than {$1900.00}. I disclosed this range immediately and have stated it consistently from day one. The ATM malfunctioned mid-transaction. It retained every bill, did not credit my account, and printed an error receipt confirming the transaction failed. My cash went in. Nothing posted. I immediately I walked to the adjacent teller, reported the malfunction, and deposited my remaining {$2100.00} in cash. That teller transaction is in Chase 's system and corroborates that I was physically in the branch with a large amount of cash at the precise time of the malfunction. I called Chase that same day, provided every detail from the error receipt, and Chase issued a {$1900.00} provisional credit within approximately one hour. Their own system validated my claim. I trusted Chase to reconcile the ATM and resolve this. \nOn XX/XX/XXXX, Chase sent a letter stating it had researched my claim and found that \" the transaction was processed according to the information you provided or was authorized, '' and announced it would reverse the {$1900.00} credit on or after XX/XX/XXXX. On XX/XX/XXXX, the {$1900.00} was removed from my account. Then on XX/XX/XXXX, Chase sent a second letter with a completely different conclusion : \" we confirmed that there was no deposit made to your account. '' These findings are mutually exclusive. One says the transaction occurred and was processed correctly. The other says no transaction ever happened. Neither addresses what actually occurred : an ATM malfunction that retained my cash. Two contradictory conclusions for the same claim is direct evidence that no meaningful investigation took place. \nChase denied my claim twice and directed me to the branch. On XX/XX/XXXX, I sat down with a branch employee, who committed to helping. I followed up multiple times over the ensuing weeks. Nothing happened. No action. No updates. \nOn XX/XX/XXXX, branch manager called me, assured me she would personally help, and promised to follow up the next business day. That follow-up came eleven days later on XX/XX/XXXX with no progress. During that call she asked me for the location of the ATM information I had already submitted in writing five times and numerous times on the phone. 84 days after I reported the malfunction, not one person at Chase had opened the file to read even the basic details of my claim. She promised to copy me on internal correspondence. That never happened. \nBetween XX/XX/XXXX and XX/XX/XXXX, I submitted six formal written requests to Chase employees handling my case. Each requested the case owner 's name and direct contact, written confirmation that branch camera footage and ATM logs had been preserved and reviewed, and copies of all documents supporting the denial documents I am entitled to under Regulation E, 12 CFR 1005.11 ( d ) ( 1 ). I have digital tracking data proving every email was opened multiple times by Chase personnel. Zero responses. Six emails. Dated XX/XX/XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. Every one read. Not one answered.\n\nI gave Chase every opportunity to do the right thing. I was patient when the first denial made no sense. I was cooperative when they told me to go to the branch. I was respectful to every employee I spoke with. I followed every instruction. I put everything in writing. I followed up when they did not. I did everything a consumer is supposed to do and more. Chase failed me on every level.\n\nChase violated Regulation E. Under 12 CFR 1005.11 ( c ) ( 1 ), Chase was required to promptly investigate. Three months have passed. Chase has never reviewed the ATM malfunction logs, cash acceptor event data, reconciliation records, or branch camera footage. The XX/XX/XXXX call in which Chase asked for information already provided five times is direct evidence no investigation was ever initiated. The contradictory denial letters confirm no coherent analysis was performed. Under 12 CFR 1005.11 ( d ) ( 1 ), Chase was required to provide a written explanation and make documents available. Neither denial described what evidence was examined. Six formal requests for legally required documentation were ignored.\n\nEvery piece of evidence needed to resolve this is in Chase 's exclusive possession. The branch and ATM cameras that recorded me at the machine and then at the teller window. The ATM transaction logs and cash acceptor records. The reconciliation data that would show whether the machine was over by exactly the amount I am missing. The teller deposit record, the provisional credit record, and the complete case file. I can not access any of it. Only Chase can. For three months, Chase has refused to look.\n\nThe harm is severe, documented, and ongoing. Chase is holding my money without investigation, disrupting personal and business finances and forcing me to restructure obligations I should never have had to touch. I have spent countless hours over three months reviewing evidence, composing six detailed formal communications that Chase read and ignored, sitting through phone calls where I was transferred, put on hold, and made to retell my story from scratch to people who did nothing, visiting the branch for a meeting that went nowhere, and teaching myself the federal consumer protection regulations that Chase 's compliance department is paid to enforce. Today alone I spent over six hours filing regulatory complaints and contacting my attorney because Chase left me no other path. Every hour spent on this was stolen from my business, my income, my family, and my life. I should not have had to become an expert in Regulation E to get a bank to look at its own ATM.\n\nI am an active therapy patient. My licensed therapist has documented that this ordeal has materially worsened my XXXX  and XXXX, caused persistent sleep disruption, and significantly impaired my ability to function in daily and professional life. Difficulty concentrating. Emotional distress from being repeatedly contradicted by an institution that holds the proof I am telling the truth. A pervasive sense of helplessness from being ignored by a company I trusted for over twenty years. Being told \" no deposit was made '' when I was in that branch with cash in my hands, when the machine printed a receipt, when Chase itself credited me {$1900.00} within the hour that does something to a person. Three months of stonewalling, broken promises, ignored communications, and willful refusal to review evidence has caused real, lasting, documented harm to my mental health and quality of life.\n\nThe only reason the exact deposit amount is undetermined is because Chase will not reconcile the ATM. The only reason I can not prove what the cameras show is because Chase controls the cameras. The only reason this is unresolved is because Chase has chosen not to resolve it. I am not asking anyone to take my word for it. I am asking Chase to look at evidence it already ha\ns. I have never asked for anything I am not owed. I have only asked Chase to do what Regulation E requires : investigate, explain, and produce documents. Chase has done none of these things.\n\nI have documentation for every fact stated\nhere. I am filing simultaneously with the Michigan Department of Insurance and Financial Services. I want this published on consumerfinance.gov so other consumers can see what happens when a major bank refuses to investigate its own ATM malfunction and stonewalls a loyal customer for months. I need the CFPB 's help to compel Chase to do what it should have done on XX/XX/XXXX : open the ATM logs, review the cameras, reconcile the machine, and return my money.","date_sent_to_company":"2026-02-09T22:57:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48080","tags":null,"has_narrative":true,"complaint_id":"19368789","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-02-09T20:51:32.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The ATM transaction logs and <em>cash</em> <em>acceptor</em> records. The reconciliation data that would <em>show</em> whether the machine was over by exactly the amount I am missing. The teller deposit record, the provisional credit record, and the complete case file. I can not access any of it. Only Chase can. For three months, Chase has refused to look.\n\nThe harm is severe, documented, and ongoing."]},"sort":[11.133876,"19368789"]},{"_index":"complaint-public-v1","_id":"8192005","_score":6.7494526,"_source":{"product":"Checking or savings account","complaint_what_happened":"Related to Dispute # XXXX dispute was denied as no error, Chime sent an email stating no provisional credit will be given unless the dispute is not resolved. \n\nOn XXXX I ordered a XXXX from XXXX XXXX NJ to XXXX, PA. Upon arrival XXXX driver XXXX insisted I cancel the XXXX on the platform and pay him via XXXX XXXX instead. Services were delivered and rendered for a round trip totaling {$350.00}. This was the initial business transaction and he offered future transportation services. He quoted prices of {$5.00} dollars for taking me anywhere on the island and {$10.00} dollars for local areas off the island, as he was up for hire. His contact info was given. \n\nOn XXXX, via text message I asked his availability and cost of his driver transportation services for one round trip on XXXX to XXXX, XXXX XXXX proposed {$320.00} which was agreed upon with an XXXX for XXXX on XXXX. \n\nOn XXXX, via text message XXXX confirmed the XXXX ETA . I followed up with another service request for XXXX with a one-way ride to XXXX. XXXX proposed a total of {$400.00} for his services for both rides. ( XXXX and XXXX ). An agreement was reached. \n\nAround XXXX on XXXX via text message XXXX requested prior payment for an oil change and be able to take off work early to get a good nights sleep. Via text message, I confirmed his cash app name XXXX and at XXXX XXXX  sent {$400.00} via XXXX XXXX which had referenced the out-of-town trips on XXXX and XXXX. \n\nOn XXXX, XXXX breached the agreement by failing to show up. I called XXXX several times and sent text messages, but I received no response. The text messages I sent reported as being read by XXXX. \n\nI contacted XXXX XXXX regarding the {$400.00} dollar transaction and initiated a dispute reporting his fraud to commit fraud. I was advised an investigation would take place. On XXXX XXXX, my XXXX credit card ending in XXXX was used which allows a credit card dispute to occur if fraud took place. Fraud being defined as services never rendered for the {$400.00} payment. A XXXX XXXX XXXXequest for refund was made to XXXX, who denied it on XXXX at XXXXXXXX XXXX. The fraud was reported but XXXX XXXX stated they were unable to recover the money. There was no XXXX XXXX liability and yet both Chime and XXXX XXXX use XXXX XXXX as the banking institution. \n\nRegarding Dispute # XXXX dispute was denied and processed as a peer-to-peer transaction as per Chime email. \n\nOn my Chime app, the XXXX XXXX transaction was pending, so dispute through the app was not possible. Quite upsetting, I wanted to speak to a person. As I searched the internet looking, I could not find any Chime Customer Service phone numbers to call. Then I found the Chime Customer Service XXXX. The Chime logo was on point and exact. \n\nI called Chime Customer Service and the first phone call I had a male representative answer. I state I want to dispute a charge and the phone call drops which is seen on my call records. Thinking about phone signal issues, I called back, and this representative asks about the dispute I filed earlier today. I told him the phone call dropped. The Chime customer service representative said his name was XXXX and he would be happy to assist me. He gathered the details of what happened regarding the XXXX XXXX transaction. I gave him the police report number to attach to the dispute also. He advised he could see the dispute on XXXX XXXX they had already contacted Chime. \n\nHe seemed knowledgeable, professional, and helpful. He said he was going to send me a text message to the mobile device connected to my Chime account and that I should click on it. From there he would assist me in navigating the platform for the dispute process. I received a text message from XXXX at XXXX XXXX with a please join my session at XXXX XXXX XXXX. I joined. \n\nAs I joined the session, which was on the XXXX XXXX support session with the XXXX code sent via text message. XXXX advised I open the Chime App on my phone. XXXX has access to live data and screen view on my cell phone. The first thing he wanted to do was to confirm all the personal information was still accurate to ensure my account was not compromised. Name, residence, and then he requested we review the transaction history. He asked if anything looked different like home address, phone number etc. \n\nXXXX presented two options option one cancels my current Chime debit card and have another issued in about XXXX to XXXX business days. Or the second option was I could move the money over to a temporary Chime Wallet. XXXX advised everyone has a Chime Wallet when you have a Chime bank account. I was told when disputes are being investigated, checking account balances are moved to a temporary secure holding location. Especially, since I did not want to have my Chime Credit Card cancelled. \n\nAs he explained the process about to take place with the remaining {$230.00} left in my checking account, I thought is seemed odd. However, XXXX assured me he would remain online with me during the complete process resolution process. He knew where everything was in navigating different areas of the Chime mobile app. I was advised to go to pay and type in XXXX XXXX. I asked about the name, and he explained the name XXXX  XXXX was always used. \n\nAs I typed in XXXX XXXX XXXX XXXX, numerous XXXX XXXX names with different numbers came up. I was told to find the XXXX XXXXXXXX because this was the name he assigned to my account. I was instructed the amount needed to be {$230.00}, which I questioned that is everything I have left in my checking account. Before I confirmed Yes, send them {$230.00}, I saw the warning message that I never exchanged money with this person and if they accept the money can not be refunded. I questioned him about this and again he said he completely understood but that message did not apply to Chime Customer Service Reps. I was told not to worry about it and from my Chime Wallet according to the transfer I sent XXXX XXXX XXXX everything left in my checking account. \n\nAfter it was sent, XXXX continued to stay with me. He said he was working on the refund and made a point to tell me that nothing bad happened. He said he was done with the refund, and I needed to check my account again. There was XXXX dollars in my checking account at this time and I told him that I did not see it which he acknowledged. The last thing he instructed me to do was to close the Chime mobile app and reopen it. Once I closed the Chime mobile app, the remote session was disconnected. There was XXXX dollars in my checking account in a matter of XXXX minutes according to the length of the phone call. \n\nWhen the {$400.00} dollar refund did not update, or the {$230.00} dollars return I looked on the Chime Mobile App for a customer service phone number. I found the XXXX phone number to call and report what just happened. I attached the documentation presented by the Impostor Chime Customer Service representative, the fake Chime website detailing Chime customer service, phone records of the calls, and many screenshots supporting what happened. I voiced concern as to what access was given especially because my paycheck is directly deposited into my Chime checking account. Nothing was safe at this time. Even while I spoke with the official Chime Customer Service representative, some of the same phrases she used, XXXX said. Overall, the feeling was unsettling. The phone call lasted XXXX minutes and my Chime bank card was cancelled. \n\nWorried my entire phone was compromised, I made a complaint to XXXX XXXX XXXX XXXX was being used for fraud. I provided them with the phone numbers, the session code given, and text message sent. Then passwords were changed, email addresses were changed. I found the fake Chime Customer Service website I initially called and took a screenshot depicting the XXXXphone number. While writing this complaint, I looked for the same website but did not find it. I was able to find a new Fake website representing to be Chime Customer Service. The message was the exact same in phrasing, setup, and overview. The only difference was the listed phone number which was XXXX ( XXXX ) XXXX. \n\nFinally, I called the XXXX XXXX XXXX XXXX to file a police report reference police report # XXXX. The police officer advised me the evidence I provided is enough to charge XXXX with fraud. The police officer who took the report can be reached via email at XXXX to confirm both report and status. The XXXX XXXX XXXX XXXX main phone number is XXXX  Lastly a report was made to XXXX regarding their driver XXXX for violating the terms and conditions of his XXXX driver agreement demanding a cash payment. I advised them XXXX was using the XXXX platform as a way for a cash side business. These agreements, if like mine, might also result in fraud of collecting cash for services without the services provided. XXXX report XXXX XXXX. \n\nAccording to the Chime website Pay Anyone is listed as a peer-to-peer transaction and is safe and secure. Without a credit card associated with this XXXX XXXX XXXX, the extra step not taken because you are a Chime member is indirectly guaranteeing that if you make a mistake via amount, person, or anything else any means of disputing this transaction will result in no errors found and no refund. \n\nI do not understand how this EFTA and Regulation E does not apply when my Chime Visa Debit card is listed as used in the XXXX XXXX receipt and Chime bank transactions. This needs to be investigated because if Chime is removing or declining access to EFTA and Regulation E with the XXXX XXXX and investigation into how many unauthorized disputed transactions are being denied with no errors. \n\nThe Electronic Fund Transfer Act ( EFTA ) and Regulation E apply to an electronic fund transfer that authorizes a financial institution to debit or credit a consumers account 1. The act also requires financial institutions and electronic fund transfer service providers to create and follow certain procedures when a consumer disputes an electronic fund transfer ( EFT ) 12. \n\nAccording to the Consumer Financial Protection Bureau, person-to-person ( XXXX ) payments can be considered EFTs under Regulation E 1. Any XXXX payment that meets the definition of EFT is covered by the Electronic Fund Transfer Act ( EFTA ) and Regulation E XXXX. XXXX payments that use a consumers debit card to transfer funds, credit-push XXXX payments that transfer funds out of a consumers deposit, prepaid or mobile account, and XXXX debit card pass-through payments are all considered EFTs which are subject to Regulation Es requirements XXXX. \n\nBoth disputed transactions were both meet the definition of Unauthorized electronic fund transfer means an electronic fund transfer from a consumer 's account initiated by a person other than the consumer without actual authority to initiate the transfer and from which the consumer receives no benefit. The term does not include an electronic fund transfer initiated : The {$230.00} was an unauthorized Electronic Fund Transfer 3. Access device obtained through robbery or fraud. An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. \n\nFake Chime Customer Service Website listing incorrect phone number. \n\nIntentional misrepresentation of being an employee of Chime Intentional use of software to access your account via cellphone. \n\nDeceptive methods to use the pay anyone XXXX transaction which provides no consumer protection. \n\nThe {$400.00} was authorized upon our business agreement and delivery of driver transportation services. When XXXX intentionally refused to answer texts, phone calls and requests for a refund on XXXX XXXX, fraud was committed. Genuinely concerning is the police department said XXXX committed fraud with the evidence I provided to them. This was the same evidence I provided Chime and XXXX XXXX. If the law was broken because of fraud, why is not XXXX XXXX or Chime taking that into consideration? They are allowing illegal deceptive practices to continue without consequence. It makes it worse that XXXX XXXX  is associated with both platforms yet both apps have disclosures for no refunds. Regardless of using a XXXX  debit or credit card. \n\nMisrepresentation of Investment Products or Services XXXX continues to see disputes involving investment trading merchants under Dispute Condition 13.5 ( Misrepresentation ). In some cases when the issuer requests documentation from their cardholder for a dispute, the cardholder has been either locked out or can no longer access their account, making it difficult to support the dispute. \n\nPlease help me understand how I am not granted any consumer protections in either of these scenarios. I took the immediate necessary steps as soon as I realized something was wrong. For neither Chime nor XXXX XXXX to support me when the police department detectives concluded fraud took place is unbelievable. However, I understand there is a lot to these two disputed transactions, but the evidence tells the story of what took place and supports deceptive practices that took place. \n\nMy request is for a full refund totaling {$630.00} to be deposited immediately. Or an explanation of why these disputed transactions were denied. \n\nXXXX complaints were submitted to XXXX  regarding XXXXXXXX XXXX and Chime. \n\nI can't help think Chime is aware the pay anyone transfer feature prevents a debit card from being added to it so any mistake is your own mistake. It is misrepresented as Chime will refund bank errors. I made an immediate complaint but they said no errors were found. I lost all my money in my account with no recourse. We starved for XXXX and XXXX weeks because of these errors. These errors were EFT covered under the XXXX","date_sent_to_company":"2024-01-21T00:05:44.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"19131","tags":null,"has_narrative":true,"complaint_id":"8192005","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-01-20T23:41:15.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["It is misrepresented as Chime will refund bank <em>errors</em>. I made an immediate complaint but they said no <em>errors</em> were found. I lost all my money in my account with no recourse. We starved for XXXX and XXXX weeks because of these <em>errors</em>. These <em>errors</em> were EFT covered under the XXXX"]},"sort":[6.7494526,"8192005"]},{"_index":"complaint-public-v1","_id":"3177130","_score":6.490812,"_source":{"product":"Mortgage","complaint_what_happened":"Timeline of events : ( Short version ) XX/XX/XXXX : I emailed XXXX XXXX to get started on the pre-approval process See start of loan-1 XX/XX/XXXX : XXXX was notified of us putting {$11000.00} down See start of loan-1 XX/XX/XXXX : Framework Certification completed and emailed to XXXX XXXX question asked about value of home after doing the homebuyers class I learned that you didnt have to PMI if you have 20 % invested into the home through a down payment or sweat equity. Our home needed to appraise at around {$170000.00} to not have PMI. \nSee Framework Certification : Conditional approval was received and our attorney was emailed to begin the process See XXXX Purchase - Conditional Approval! \n\n: Inquiry was made about getting appraisal scheduled, homebuyers class completed etc, XXXX said the appraisal company would call me and that we would get a copy of the invoice. Told once we heard from appraisal we would get final approval from XXXX in 48 hours See Initial Appraisal Questions XX/XX/XXXX : Asked for any ideas on how to keep the current homeowners insurance policy because it would save us moving from our previous annual rate of XXXX to the re-written rate of XXXX. \nSee exceptions for homeowners insurance question XX/XX/XXXX : Asked about renewing my homeowners policy instead of re-writing it to save {$410.00} a year, it was never offered to me to waive escrow and put the 20 % down in order to do so. It was even offered to pay the premium in full to keep the lower homeowners premium. I asked for an exception. I was told there was NO WAY they could use the current policy, that it would only be acceptable during a refinance, but truth is it could have been an option if we waived escrow as well. \nSee Homeowners Insurance XX/XX/XXXX : Still no word from the appraisal company See No word from appraiser XX/XX/XXXX : XXXX XXXX, trainee came out for 15 minute appraisal See First appraisal XX/XX/XXXX : My attorneys office is having trouble getting the title commitment from XXXX XXXX See Title commitment needed XX/XX/XXXX : XXXX needs updates to appraisal report, was originally told the appraisal report would be to us by XX/XX/XXXX. \nSee updates from appraisal still needed XX/XX/219 : Appraisal made the mistake about sending out a trainee, was told we would get a copy of the invoice. Promised compensation for the appraisal difficulties. \nSee Appraisals Mistake See Appraiser comes back out compensation promised for lost time XX/XX/XXXX : Concerns about the appraisal arise due to appraisal lacking looking into the actual worth of our home. Appraisal company had to come out twice because a trainee was sent out the first time. My husband lost 1.5 days of work because of this and I lost .5 days. Both times appraisal trainee and appraiser were only at our home for 15 minutes top each time. \nXX/XX/XXXX : Corrections to appraisal were still needed, questioned if we could still close on the XXXX or not because I had already taken time off work See Corrections to appraisal needed XX/XX/XXXX : XXXX needing cancelled checks from the beginning of the rent to own contract when a screenshot proved, and after I had asked multiple times about being sure XXXX had everything from me that they needed. There was a {$49.00} fee paid, in this email thread XXXX said she would reimburse for it, she never did. I was still getting stuff for closing together at this point, so there was still no closing documents provided to me. XXXX pushed back to UW after I made a big deal about it due to the multiple times inquiring about any more needed info etc. This is the day I was told by XXXX that I should have final figures for closing the next day at XXXX and that I would have them on XX/XX/XXXX by XXXX. Was told I would have time to ask questions because they just got final approval from UW. Also in this thread was reminded that XXXX hadnt forgotten about the {$300.00} credit, said appraisal was {$600.00} but invoice given me showed {$600.00}. I was personally concerned about closing on the XX/XX/XXXX with so many unknowns one day before closing. Promised reimbursement for bank charges of {$49.00} See UW Screenshot- still no closing paperwork See Final figures by XX/XX/XXXX am See Time to ask questions See Promised reimbursement for bank charges See Advance Fee Agreement XX/XX/XXXX : TODAY IS CLOSING DAY SCHEDULED FOR XXXX XXXX : Emailed at XXXX XXXX  asking about closing paperwork, got a message back at XXXX XXXX  stating, Im also ordering some sandwiches to be delivered to say thank you to your attorneys and the title closers. And also so you guys can eat for lunch. Typical closings are about 1 hour. But no answer on closing paperwork so I emailed back at XXXX asking again about closing paperwork then got told at XXXX XXXX  that, Just spoke with them. Making a small change but looks like you wont need to bring anything to closing!! Dont quote me I want to see the final but looks good. Cash to close was XXXX! so I still did not have an answer on when I was going to get closing paperwork. Was also told I would have paperwork closer to XXXX, was told I would have time to review them. \nSee Closing papers when will it come See Closing papers by XXXX XXXX   XX/XX/XXXX : Noticed I never received a settlement sheet, inquired about the {$100.00} appraisal fee credit that was promised and the {$300.00} credit that was promised. \nSee Broken Promises XX/XX/XXXX : Received the appraisal invoice for {$600.00}, but XXXX  email said the appraisal was {$610.00} and the advanced fee agreement that I signed stated the amount I agreed to pay for the appraisal was {$500.00}, I was never notified of the increase in costs. Was told the reason I didnt see the {$300.00} promised credit was because XXXX was not able to and shes sorry, even though those were promised pre-closing. Received final closing documents. \nSee Broken Promises See XX/XX/XXXX : Now being told the appraisal was {$600.00}, was told that I could have waived escrow if I had put 20 % down, but this is the first time I was even made aware of that and that was after I had questioned it. She admits that the {$300.00} and the {$49.00} was a bummer and the appraisal is what it is, was told to speak with the customer service team from here on out because I should just be thankful for the exceptions that were made and her pricing me below what she is supposed to do. Email was sent showing how upset I was about being told something and not getting what I was told/promised. \nSee Post closing questions See upset about lies XX/XX/XXXX : Supposed to have a resolution by Friday concerning the items I had problems with regarding the mortgage. I confirmed with XXXX XXXX on the resolution date and followed up again on Friday at XXXX XXXX when I didnt hear from XXXX concerning the alleged Friday deadline, once again I was told something that didnt happen. I tried to be patient and was told I would hear more on Monday regarding info from the appraisal department and resolutions to my other complaints. \nSee Resolution now Monday XX/XX/XXXX : I had to reach out because I still hadnt heard anything regarding my concerns from XXXX XXXX. She agreed to write me a check for the promised {$300.00} but nothing else was addressed. I followed up with XXXX on XX/XX/XXXX @ XXXX regarding the rest of the issues I was having and asked for resolution. \nSee Resolution still needed XX/XX/XXXX : Emailed CFPB on the issue at hand and suggested the following as a resolution Another appraisal- paid by GR to get an accurate assessment of our home at the picking of a non-biased party PMI to be taken off if new appraisal shows home worth gets us to the 20 % mark of having enough equity built up in the home to not need it The difference in increased homeowners insurance cost over the life of the loan due to lack of communication even after questions from myself arose as we will now never be able to get that lower premium back The previous appraisal total to be refunded- as I was given misleading information on how much the appraisal even was so the {$100.00} that the appraisal company took off only brought those costs down to a little over what I agreed to pay per the advanced fee agreement The promised {$300.00} to be refunded to us A copy of my final appraisal report The {$49.00} that was promised There are currently 298 complaints against GR on the CFPB site, something needs to be done about them I need to have information on how to even pay my loan, even after attempts to getting this figured out I still do not have that information. \n\nA copy of the final and updated closing papers as the first time I received them was at the closing table. \n\nAccording to my research Guaranteed Rate has many violations of the TRID law. \n\no Violation : The rule requires customers to have in their possession final closing figures on the new Closing Disclosure ( CD ) at least 3 business  days prior to closing. An Electronic Closing Disclosure must be e-signed ( not just accepted ) and in-person Closing Disclosures must be wet signed in order to schedule the closing. U.S. Mailed Closing Disclosures must be placed in the mail 6 business days in order to comply with the 3-business review period and schedule the closing. ** After delivering the Closing Disclosure, a new 3 business day review period is required if the consumer changes the loan product or term, if a prepayment penalty is added or if the APR changes by more than XXXX from the previously disclosed APR. Other changes required a new CD to be delivered but do not require a new 3 business day waiting period. ** Never got closing papers until it was time to close that day even after asking multiple times about them. \no Violation : The new Closing Disclosure ( CD ) must include all the identical line items and names of fees that were included in the Loan Estimate ( LE ). These fees are subject to the Changed Circumstance rules under RESPA, but this means that settlement service providers, in particular, must coordinate with lenders to properly identify fees from the start. ** The appraisal fees and lenders fees were not identical, I was to not pay any lenders fees due to my place of employment o Violation : A Revised Loan Estimate ( LE ) can not be issued once the Closing Disclosure ( CD ) is finalized. This means all rate lock activity must be finalized one business day prior to issuing the CD. In the case of U.S. Mail disclosures which go out 6 business days prior to closing, the Revised LE must be delivered to the consumer 7-8 business days prior to closing giving the consumer enough time to accept the disclosures after which the CD can be delivered. ** Never got closing papers until it was time to close that day even after asking multiple times about them and even after things changed. \no Violation : Once the Closing Disclosure ( CD ) is confirmed to be in the hands of the consumer either via signature or U.S. Mail, last minute changes to the CD can be handled between the lender and settlement agent without further delaying the closing. A Revised CD can be created and sent to the closing table for most adjustments and unanticipated costs. However, the lender remains liable for delivery a Final CD with  accurate numbers, and retaining that document for the file, even if new information is discovered after closing. ** Am still having trouble getting accurate numbers and we closed on the XX/XX/XXXX. \no Consequences : The Truth In Lending ( TILA ) penalties on lenders who do not comply with the new Loan Estimate ( LE ) and Closing Disclosure ( CD ) rules are severe. An honest error or mistake on the CD comes with a {$5000.00} per day fine. A reckless or careless error ( defined as the lender should have known better or a reasonable lender would not have made the error ) is a {$25000.00} per day fine. A knowing, intentional or ignored error is {>= $1,000,000} per day. ** XXXX was aware that the appraisal fee changed but never conveyed that with me, that is an ignored error XXXX was aware that I was wanting closing documentation and that they need to be given to me 3 days prior to closing so I would have time for questions, again a known error XXXX promised the {$49.00}, and a {$300.00} credit to be placed into the figures of my loan which I trusted that she would do only to find out that it was a bummer that it didnt happen. This is a careless or reckless error. \nWe are now 9 business days past closing and I still do not have all the paperwork, nor do I know where to pay my loan even after multiple emails have been sent questioning this. \nI keep being told that resolution will be one day and then it doesnt happen, I was told that through the process that we will have an answer by a certain day and then never getting the answer by that day. I always had to be the one checking the status of something. \n**This information was found on : XXXX XXXX XXXX   Problems Promised {$49.00} for reimbursement but never received. \nWas told the appraisal was three different amounts, none of which were what I agreed to pay on the advance fee agreement and I was never once notified of an increase in appraisal cost and they did not match up with the actual invoice from the appraisal company. \nThe appraisal invoice was not received until after closing which is when I realized I paid more for the appraisal then I originally agreed to so all the {$100.00} credit from the appraisal company did was take the fees down to close to the original amount that I agreed to, it did not credit me much if any. \nWas told I would get {$300.00} compensation then it was brushed off until I escalated my concerns with XXXX in which she said a check would be mailed on as of XX/XX/XXXX. \nStill have not received the final appraisal report The first time I saw closing paperwork was at the closing table even after I inquired on them multiple times, and according to TRID these are to be provided 3 days prior to closing which I see this problem as a known violation of TRID I have a total of 353+ emails to show back and forth and constant problems from everything starting with UW to the appraisal to the closing, nothing about this was fair or easy. \nSince I was not offered to waive escrow by putting 20 % down or even given the knowledge base to do so I am now looking at paying an extra {$9900.00} in PMI ( XXXX payments ) and an extra {$12000.00} in homeowners insurance ( the difference of {$410.00} from my previous policy to this current one at {$1400.00} over the course of 30 years ) All the fees included I was manipulated into having to pay at least an extra {$22000.00} over the course of this loan all because of lack of communication and guidance on GRs part as proven by emails. \nI feel like GR was being a snake in the water when I was made promises prior to closing that did not come to be true and when I inquired about exceptions or ways to make something work and wasnt given the opportunity. \nI believe there were many violations in accordance with the TRID law : o Still no final appraisal report ( supposed to be to me three days prior to closing ) o Closing paperwork was not received as promised and definitely not three days prior for me to ask any questions before closing o Promises were made and not fulfilled o GR took me for granted by not educating me on different laws/options that could have been made available to me even after I inquired and made XXXX aware that I had access to funds if need be. \no GR was extremely unethical when it came to closing this loan and has now created financial hardship that was not needed. \n\nPlease let me know if you need further documentation as I have taken extremely good notes and have all my emails saved in its entirety from open to close of this loan.","date_sent_to_company":"2019-03-12T13:36:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"618XX","tags":null,"has_narrative":true,"complaint_id":"3177130","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GUARANTEED RATE INC.","date_received":"2019-03-12T13:10:27.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["An honest <em>error</em> or mistake on the CD comes with a {$5000.00} per day fine. A reckless or careless <em>error</em> ( defined as the lender should have known better or a reasonable lender would not have made the <em>error</em> ) is a {$25000.00} per day fine."]},"sort":[6.490812,"3177130"]},{"_index":"complaint-public-v1","_id":"3327582","_score":6.2440987,"_source":{"product":"Mortgage","complaint_what_happened":"We are repeat customers after having a reasonably good experience with a refinance in XXXX with XXXX XXXX XXXX at Paramount Equity MortgageXXXX. \n\nThis time, however, the lack of communication, broken promises, incorrect information, interest rate errors and fluctuations, promise of cash out availability through our escrow refund & payment relief months, loan timing, loan fees, manipulation of our appraisal amount and failure to inform us of changes that Paramount insisted that the appraiser make to reduce our homes value, failure to honor our request to cancel/provide cancellation paperwork, etc. have been fabricated at best, fraudulent at worst. \n\nWe were clear in explaining to XXXX XXXX that we wanted to refinance our new home to get out of the 10 year ARM we were in at 5.25 % interest rate and use cash available to help our daughter pay off student loans. This was all about getting into an improved fixed interest rate and helping our daughter. We did not have to refinance right now. We just bought our newly built home in XX/XX/XXXX. \n\nOur appraisal came in lower than expected at {$580000.00} but XXXX assured us that we would have our escrow account refund ( of approximately {$10000.00} ) and 2 months of payment relief ( another {$6800.00} ) to use for our daughter instead of equity. \n\nWhen the first closing statement was generated, we were astonished to see that we were still in an ARM and the documents reflected our former address. We identified the errors and asked him again to get us into a lower fixed rate and lock it in. \n\nWe started providing the requested documentation in XXXX. At the end of XXXX we still had no new loan in place and another mortgage payment due. We did not know what the hold up was so we paid the XXXX payment. XXXX later informed us that our cash would be {$3400.00} less since our only payment relief would be in the month of XXXX. They were pushing to close the loan by the XXXX of XXXX with our first payment due on the new loan in XX/XX/XXXX. Again, this was not something we requested or needed. It was another assumption or rather necessity on the part of the lender to close our loan by a certain time. \n\nXXXX also led us to believe all during the process that we would have no out of pocket expenses but at signing on XX/XX/XXXX, the closing statement included $ XXXX in fees that we were to wire transfer. Points on the loan were all over the board in the various closing statements presented to us in the process. XXXX continued, even on this date, to lead my husband to believe that we were going to receive our escrow account refund from XXXX XXXX XXXX XXXX, even though there was a document showing that our escrow account was being used to pay down our principal at loan payoff to XXXX XXXX and that he was working to reduce/eliminate the $ XXXX we were being asked to pay in closing costs. When I pointed the escrow concern out to my husband at signing, he assured me again that XXXX said it was coming to us. We are not experts at reading these documents and trusted that XXXX was giving us truthful and accurate information. \n\nOn the third day following our doc signing, XX/XX/XXXX, XXXX emailed us with a reduced closing fee of {$2600.00} that we were still expected to pay by wire transfer. In response, on XX/XX/XXXX, my husband emailed him and stated that we wanted to cancel the loan and would not pay the fee. \n\nDuring doc signing, when I reviewed the closing statement for the new escrow account set up, I was also concerned that the new payment was set up incorrectly and would generate a shortfall after the taxes are paid again in XXXX, resulting in a big increase to next year 's payments. I placed a call to our lender at that time, XXXX XXXX XXXX XXXX, and learned that indeed, the taxes planned for payment in XXXX were underestimated AND the request for a payoff from Paramount did indeed instruct them to reduce the principal balance by the amount of our escrow account, meaning we would never receive the escrow refund promised by XXXX. \n\nThe out of pocket expense, lost escrow refund, excessive loan fees, additional .25 % on the interest rate, and mistakes in the new escrow set up were all reasons why we informed XXXX on XX/XX/XXXX that we were canceling the loan. We were at work on XX/XX/XXXX when all of this was identified so my husband emailed XXXX to cancel the loan and requested any required documentation for the cancellation to be provided. They talked later on XX/XX/XXXX and my husband explained everything verbally as well. This date was critical in the cancellation process as it was day three following our doc signing. XXXX seemed surprised by the escrow refund issue and wanted to see if there was anything else he could do about the out of pocket expenses so he said he would get back to us. Since this was the third day, a call back that night was expected. We didn't hear from him again for 2 more business days. \n\nHowever, the loan didn't get canceled and much to our frustration and disappointment, it actually funded on XX/XX/XXXX without our knowledge. This seems like a delay tactic that ensured that we could not cancel since time ran out and the loan did end up being funded on the following Monday. The strange thing is that XXXX called my husband back on XX/XX/XXXX to convince us to go forward with the loan because they were able to entirely remove the fees we were supposed to wire. My husband said no, the escrow refund and new escrow set up are even bigger issues now and not what we agreed to. \n\nAll during the day on XX/XX/XXXX, we had no idea that the loan had actually already funded. However, I checked our bank app on the evening of XX/XX/XXXX, after we found a XXXX package under our mat containing a small refund check from the title company. Sure enough, the refi was funded on XX/XX/XXXX, even though XXXX XXXX clearly knew we wanted to cancel on Friday, XX/XX/XXXX. \n\nThis is not the deal we were sold - Escrow refund promised ; used in payoff without our knowledge/approval - 2 months of payment relief promised is now only 1 due to lack of communication from XXXX - Our new lower monthly mortgage payment was used as an appealing sales tactic, however, the new escrow account will produce a shortfall after the XXXX tax payment is made resulting in a higher payment in XXXX - Interest rate not as low as originally quoted ( initially quoted 4.25 %, ended up at 4.5 % ) - Exorbitant loan costs buried in closing statement/points ; then drastically reduced in order to push our loan through after we requested cancellation - Requested cancellation by email and phone along with the refusal to accept/pay the borrower closing fees shown in the closing statement, not honored Instead, Paramount eliminated our out of pocket fees entirely and without notifying us so that they could push the loan through. We did not get a revised closing statement until the loan was funded, which was delivered on XX/XX/XXXX. \n\nOn the morning of XX/XX/XXXX, my husband forwarded the above complaint statements to XXXX XXXX by email to let him know that if we didnt receive our full escrow account refund as he promised, we would file a XXXX complaint and post this information on XXXX as well. We did not hear from XXXX again until later in the week when he sent us a defensive apology, stating that he had waived his entire commission to make the deal work for us. However, a District Sales Manager, XXXX XXXX, reached out to us on XX/XX/XXXX and we had a conference call that evening. It included my husband, XXXX, and me. XXXX offered us loan reversal. However, before agreeing to reversal, we discussed the appraised value and why they took our escrow funds in the loan. He stated that we only appraised at {$560000.00}. However, we paid {$570000.00} for our home in XXXX of XXXX and our copy of our appraisal in this process shows a value of {$580000.00}. {$580000.00} was less than expected, however, as new homes are selling above {$600000.00} for our model in our neighborhood. In addition, we discussed that if our loan to value was seeming to indicate a need for PMI, that was never offered as an option by XXXX and would have indicated to us that there was a discrepancy in our appraisal on their end. In any event, we all agreed that loan reversal was the answer. \nI was able to locate our copy of the appraisal and provided it to XXXX by email on XX/XX/XXXX, and he sent his copy to us. They do bear a {$15000.00} difference. I found the discrepancy in the value of the solar panels, which we financed with our mortgage loan when purchasing our new home. XXXX also provided the name and contact information for the appraiser so I reached out to him. He explained that his first appraisal that we were copied on was in the amount of {$580000.00}. However, Paramount contacted him and insisted that he reduce his value by the amount of the solar or {$15000.00}, due to our solar being leased. This is incorrect. He said it is usually included but he had to comply with their request as they are the customer. This all happened in the background and we were not notified that loan calculations were being made based on a lower appraised value than we had received in writing. Our first documents generated and sent to us for electronic signatures reflect an appraised value of {$580000.00}. Internally, they changed this figure and slipped it by us with no notification. We find it confusing and unacceptable that they would insist on a lower valuation than what was provided by their professional appraiser. \n\nOn XX/XX/XXXX, I received a voicemail at work from XXXX XXXX, a Vice President with Paramount. I provided his name and number to my husband for the return call. XXXX explained that he has only walked one loan back through a reversal in the last 10 years and its a difficult process which can take up to three weeks so he wanted to negotiate a way to avoid loan reversal. The next day, XX/XX/XXXX, XXXX offered us {$5000.00}, in addition to the refund of {$1800.00} already provided at closing, for the loss of our {$10000.00} escrow refund. My husband said that we also wanted a lower interest rate and everything in writing before we agreed to forgo loan reversal. XXXX said he would call back and we have not heard from him since XX/XX/XXXX. My husband has called him no less than 9 times during the week of XX/XX/XXXX XX/XX/XXXX, leaving voicemail messages, but to no avail. We also never heard again from XXXX XXXX. We seem to have come to an impasse and again, a delay tactic is at work to make the reversal all but impossible.","date_sent_to_company":"2019-08-02T18:20:02.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"92503","tags":null,"has_narrative":true,"complaint_id":"3327582","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paramount GR Holdings, LLC","date_received":"2019-08-02T17:14:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This time, however, the lack of communication, <em>broken</em> promises, incorrect information, interest rate <em>errors</em> and fluctuations, promise of <em>cash</em> out availability through our escrow refund & payment relief months, loan timing, loan fees, manipulation of our appraisal amount and failure to inform us of changes that Paramount insisted that the appraiser make to reduce our homes value, failure to honor our request to cancel/provide cancellation paperwork, etc. have been fabricated at best, fraudulent at"]},"sort":[6.2440987,"3327582"]},{"_index":"complaint-public-v1","_id":"8260281","_score":3.088037,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ND   XXXXXXXX XXXXXXXX\nXXXX  \nConsumer Financial Protection Bureau:\n\nI sent information about my poor and unhealthy hotel stay via the XXXX XXXX, see below for complete chat, to XXXX which is a part of XXXX, while I was surviving in the room at XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX. It was charged to an American Express card of mine. The amount of the charge is XXXX\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nI opened up a dispute with American Express in XXXX XXXX, after getting back to the United States and organizing my post trip. I submitted XXXX documents to American Express dispute, and they ended up in a XXXX  dispute office or file and were not effectively pursued.  Since XXXX of XXXX is in XXXX and the American Express dispute department is in the XXXXXXXX, favoritism against me, the consumer, likely took place. The above entries from my American Express statement show a XXXX charge, credit, and charge, indicating the dispute failed with the American Express XXXX dispute department. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\n\n***************************************************************************************************\n\n\n American Express reopened the dispute of charges foXXXX XXXX ID XXXX\n\nThe additional information submitted includes that no manager was ever available during my stay to address concerns of:\nno business computer terminal online service working, cracked toilet mounting in room XXXX, improper flushing of toilet in room XXXX, bedbugs in rooms XXXX and XXXX, unhealthy conditions of beg bugs in my rooms, and one bug in my orange juice at the hotel's breakfast the last day.\nI did finally get moved to room XXXX by a desk clerk the last day or two of my stay. I asked for a main floor room and was moved a few doors down to room XXXX.  Perhaps the XXXX XXXX of this hotel has bed bug problems. In room XXXX I encountered a big bed bug, the size of my fingernail, my last night, which startled me with its size and shadow when it flew down and was projected from the light above the bed.  I showed XXXX, the front desk clerk on duty aXXXX XXXX XXXX, this large bed bug, which I killed on the bed sheet. He stated the cleaning people needed to do a better job.  The large bed bug landed in my travel bag and then flew onto my bed sheet when I checked my travel bag, where I killed it with a water bottle used as a swatter. I was traumatized by the entire negative bed bug experience.  The bed bug was in my bag and was destined to travel my home.  I was able to kill it in the hotel room, but I was traumatized.  I did not find any bugs in my bag or belonging when I arrived home on XXXX XXXX XXXX, but I was anxious about this situation with my spouse. This caused more personal XXXX  \nThe below attached documentation cites some of the severe problems XXXX has with policies, including controversial no refund policies, relations with hotels, and administration. XXXX  was not even able to contact XXXXXXXX XXXX ID XXXX, by telephone after I reported and communicated at length all my problems on the XXXX app, which is in the documents I already submitted.  These problems included the extremely unhealthy conditions of bed bugs in my rooms, on the XXXX app. XXXX did admit to the severity of the problems by offering XXXX cash, approximately XXXX, equal to XXXX  in payment for my inconvenience.  The hotel bill was XXXX so XXXX  XXXX  bucks, which is equal to XXXX, is a low reimbursement amount. XXXX did not address health conditions in their pre-programed reimbursement offer.  Pre-programed virtual assistant communication is not concerned and responsible customer service.  A XXXX out of XXXX  inconvenience offer is irresponsible and unethical management of an overall bad and bodily unhealthy situation. I ask for full reimbursement, since this was a trying, traumatic, and scary experience.\n\n\n***************************************************************************************************\n\n\nXXXX XXXX\n \nFrom:\nXXXX\nTo:\nXXXX\n, XXXX XXXX\n,\nAmerican Express\n,\nAmerican Express\n\n\nMon, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID: XXXX\n\n Paid\n\nBooking details \n\nXXXX XXXX\nYour booking is already confirmed. For more information or to make changes, please select from the options below.\n\nXXXX XXXX\nWhat can I help you with today?\n\n\nXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ID: XXXX  \n Paid\n\nBooking details \n\nXXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX\nWhat can I help you with today? XXXX XXXX\nProperty related questions\nXXXX XXXX  What's your question? You can ask property related questions like \"Does this property have a pool?\" Or you can try keywords like \"Pool.\"\n\nI am still learning, so if I can't help you I will try to redirect you to additional resources.\n\nXXXX XXXXInline image\nneed a shuttle ride from airport'\nXXXX XXXX  Property address XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX  transfer service is provided at XXXX XXXX XXXX XXXX\n\nTo view the property's page, click here\n\nDoes this answer your question? XXXX XXXX XXXX XXXX XXXX\nI'm sorry I could not answer your question.\n\nFor further questions about amenities available with your booking or any special requests, you can click the link below to message the property directly.\n\nMessage the property\n\nAlternatively, you can view and manage your booking by clicking here.\n\nWhat would you like to do next?\n\nXXXX XXXX\nTry again\nXXXX XXXX  What's your question? You can ask property related questions like \"Does this property have a pool?\" Or you can try keywords like \"Pool.\"\n\nI am still learning, so if I can't help you I will try to redirect you to additional resources.\n\n\nXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nBooking IDXXXX XXXX  \n Paid\n\nBooking details \n\nXXXX XXXX\nYour booking is already confirmed. For more information or to make changes, please select from the options belowXXXX XXXX XXXX\nWhat can I help you with today? XXXXXXXX XXXX  Special request XXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.\n\nThese were the Special requests made at the time of booking:\n\n Non smoking Room\n\n Large Bed\n\nTo add Special Requests, Click here.\n\nTo follow up on previous requests or messages to XXXX XXXX XXXX XXXX,  Click here.\n\nDo you need any additional help with this booking?\n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  \nBooking ID: XXXX  \n Paid\n\nBooking details XXXX XXXX  Your booking is already confirmed. For more information or to make changes, please select from the options below. XXXX XXXX\nWhat can I help you with today?\n\nXXXX XXXX\nPlease note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX directly and they may be able to better assist you.\n\nThese were the Special requests made at the time of booking:\n\n Non smoking Room\n\n Large Bed\n\nTo add Special Requests, Click here.\n\nTo follow up on previous requests or messages to XXXX XXXX XXXX XXXX  Click here.\n\nDo you need any additional help with this booking?\n\nXXXX XXXX\nSpecial request XXXX XXXX\nAirport Transfer\nXXXX XXXX  Please note that XXXX  does not guarantee special requests, which are subject to hotel availability.\n\nYou can contact XXXX XXXX XXXX XXXX  directly and they may be able to better assist you.\n\nThe hotel provides transport to/from the airport.\n\nDo you need any additional help with this booking?\n\nXXXX XXXX\nXXXX XXXX XXXX\nLets reach out to our Customer Service team so they can help you directly.\n\nHow would you like to contact support? XXXX XXXX\nLeave a message\nXXXX XXXX\nTo begin, please describe your request below.\n\nPlease be aware that it may take up to XXXX  hour for an agent to respond.\n\nXXXX XXXX  On Monday XXXX XXXX I arrived at XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Hello, my name is XXXX XXXX and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX\nNo\nXXXX XXXX  I will add to my comments with problems I have.\nXXXX XXXX\nWe are sorry to hear that you have experienced some issues with your booking. No worries; I'll be more than happy to check that for you. However, I'm just going to need some more information so I have a complete picture of your needs. Can you please tell me? XXXX XXXX  On XXXX XXXX when I arrived at XXXX XXXX  I had no information about the XXXX  shuttle and where to find it. I requested this information on the XXXX website days before I departed for XXXX I found a XXXX XXXX XXXX Map and XXXX was not on the map. I was delayed several hours because of this and XXXX XXXX XXXX with much research and work involved. XXXX XXXX\nNow the room problems and more shuttle problems\nXXXX XXXX\nWe genuinely appreciate the time you took to let us know about this. We always strive to provide superior service, and your customer comments are the very best way for us to keep an ear to the ground. After reading the details of your experience, we can only imagine the distress you faced at the hotel. These precautions will ensure that such errors will not happen again in the future.\n\n \n\nCan I ask if you are currently at the hotel right now? Did you still utilized the booking?\n\n1XXXX XXXX\nThe telephone does not work and the toilet does not flush poop! Yes poop stays afloat on the toilet bowl! These were reported right upon arrival on Monday XXXX XXXX. I also reported by email two times to the hotel the business desk internet computer did not work. I was told to use my phone. I said my phone is not made for use as a computer terminal. XXXX ignored me. Wednesday XXXX XXXX  the shuttle was down because of no driver at XXXX XXXX  and an XXXX  had to be called. Four hours later I tried to catch the XXXX shuttle at XXXX XXXX and the shuttle went around an outside fence at gate XXXX XXXX feet away from people and me. He sped that far away and did not look for people who needed his shuttle, me!\nXXXX XXXX\nI will continue: Half an hour later I spotted the Geographotel again. He sped on the outside of XXXX gates again and I barely could noticed he stopped at gate XXXX 150 ft ahead. The XXXXl van was pinned behind a bus and vehicles to the side so I had time to run and catch it and knock on his window. The driver said get in. I waited and struggled for more tan an hour to get this ride. On Thursday XXXX XXXX  three XXXX people, the desk person, an assistant from the office, and a supposed manager were inconsiderate to me about breakfast. I thought breakfast was paid in my XXXX XXXXdvance payment, but the desk person, a white man, bullied me about it.\nXXXX XXXX\nAgain, we are sorry for the inconvenience and frustration that you have experienced. No worries; I'll do my best to help you. But do you mind letting us know your specific request so that we can inform the hotel and provide the correct solution to your concern? XXXX XXXX\nI have the Shuttle map with XXXXXXXX  not included, the Bus ticket needed on Monday XXXX XXXX  and pictures of toilet problems and phone. Please take care these problems through discreet contact with XXXX XXXX XXXX  I will be in contact with you and credit card company advising of the noncompliant and less than honest situation at Geographotel!\nXXXX XXXX\nPlease respond As Soon As Possible because of this continuing difficult situation! XXXX XXXX XXXX XXXX XXXX  ID USD XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX time\nXXXX XXXX  Please get the Business Desk computer internet fixed so I and others can use it, include breakfast with what I prepaid, get a better room with phone working and toilet flush working to take care of poop being flushed properly, refund XXXX XXXX Bus fare, and apologetic for bullying!\nXXXX XXXX  Thank you for patiently waiting. I have tried to contact the hotel, but we cannot reach them. No worries; I will check the other solutions that we can provide here on our end. XXXX XXXX\nI just need the supporting document such as pictures or any proof that shows the bad conditions of your room. I will forward it to our relevant team for review.\n\n \n\nTo learn about our privacy practices with any documents you send, please see our Privacy Policy: httpsXXXX XXXX XXXX XXXX  Not answering the telephone is consistent with Geographotels mode of operating, three aspects of which are not answering, non-positive communication, avoidance, bullying. I tried to call them several times on Monday XXXX XXXX XXXX for a shuttle ride from the airport. No answer several times! Twice I called with XXXX XXXX  Novotel desk attendant assistance. There was a recording answer, someone to assist soon recording said, and then termination of call after about 1-2 minutes of hold prompts!\nXXXX XXXX\nI will email pictures. What is the email address to which you wish to have them sent?\nXXXX XXXX\nEmail address for pictures?\nXXXX XXXX  I am still here at XXXX XXXXXXXX XXXX\nKindly send the pictures or any proof here showing the bad condition of the hotel, or you can also send it to our email address, XXXX XXXX XXXX\nWhere do you want pictures sent?\n1XXXX XXXX\nSend pictures of phone, toilet, shuttle map, Bus ticket where?\nXXXX XXXX\nAlso closed toilet near front deskXXXX XXXX XXXX XXXX XXXX XXXX\nWhere do I email pictures of Geographotel which a previous Agent requested under an hour ago?\nXXXX XXXX\nYou can send the supporting documents here in our message so that we can check.\n\nXXXX XXXX  got email address\nXXXX XXXX\nThank you! Sent pictures. XXXX XXXX\nStill at XXXX XXXX XXXX\nHi, XXXXXXXX XXXX XXXX Thank you for reaching out.\n\n \n\nThe email you sent was assigned to another agent, and she is actively handling your case at the moment. Kindly wait for here to get back to you via email as well. As such, this conversation will be closed for now to avoid duplicate case handling. XXXX XXXX\nThank you for contacting us! Please do not hesitate to resume the conversation if you need anything elseXXXX XXXX XXXX  Main Menu XXXX XXXX  Hello, my name is XXXX  and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\nXXXX XXXX  Help with another booking\nXXXX XXXX  I found bed bugs on my bed at XXXX  and\nXXXX XXXX  We understand your situation and apologize for the slow response, as we are currently experiencing high traffic. Not to worry, you've reached me, and I'm here to help you at my level best.\n\nXXXX XXXX XXXX XXXX today. I emailed pictures of bed bugs to XXXX XXXX XXXX\nHello sir. Can you verify the booking ID. Thank you.\n\nXXXX XXXX\nThis hotel situation is escalating and I do not know who to trust here at XXXX Please hurry your assistance! XXXX XXXX  Yes, XXXX, XXXX XXXX XXXX XXXX XXXX\nemail: XXXX  XXXX XXXX\nalso using email XXXX XXXX my phone!\nXXXX XXXX\nI'm really sorry to hear about the issues you're experiencing at the hotel, including bed bugs and broken appliances. This is certainly not the experience we want for our customers and I understand how frustrating and uncomfortable this must be for you.\n\n \n\nPlease be assured that we take your concerns very seriously. We will immediately contact the hotel management to address these issues and seek a resolution. This could include moving you to a different room, or if necessary, a different hotel.\n\n \n\nI truly appreciate your patience and understanding in this matter. We will do our best to resolve this situation as quickly as possible to ensure your comfort and satisfaction. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you. XXXX XXXX\nCan you verify your specific request for your booking so that we can raise it directly with the hotel?\n\nXXXX XXXX  Hello sir XXXX are you still there? XXXX XXXX  I'm really sorry to hear about the issues you're experiencing at the hotel. I understand how frustrating and uncomfortable this must be for you.\n\n \n\nWe have been trying to reach the hotel to address your concerns, but unfortunately, we have not been able to get in touch with them yet. Please be assured that we are doing our best to reach them as soon as possible to resolve the issues you're facing.\n\n \n\nIn the meantime, I would recommend speaking directly with the hotel's front desk or management about your concerns. They may be able to provide immediate assistance.\n\n \n\nI truly appreciate your patience and understanding in this matter. If you have any other concerns or need further assistance, please don't hesitate to let me know. I'm here to help you.\n\nXXXX XXXX\nI spoke with the front desk many times over the past few days XXXX  at the front desk the first two days was concerned, but had no authority to do somethings about the internet computer terminal. An older man took over for him on Wednesday and he has been hell to talk to. He will do nothing about the internet computer terminal and is closed minded about other issues. He and others act dumb about who is manager when asked. Since the same man has been there for two days and is unresponsive, I do not have trust enough to talk to anyone about getting something done abou problems I bring to their attention. Now the bed bud problem! And you, the powerful Agent, cannot even contact them!\nXXXX XXXX  Hello, my name is XXXX XXXX, and I am here to assist you.\n\n \n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\n \n\nXXXX XXXX  Yes, please XXXX XXXX\nbed bud means bed bug problem!\nXXXX XXXX\nThank you for waiting and we do apologize on the slow response as we are currently experiencing high traffic. I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX\n\n \n\nWe're sorry to hear that you encounter issues with your stay due to computer/signal/internet issues plus the bed bugs. Not to worry, you have me on the other line and I'll help you with your concern by reviewing your reservation. Please stay tuned for few minutes for this. XXXX XXXX  Regarding your concern, please be advised that we've been trying to coordinate with the hotel but we are not getting any definite answer from them regarding your concern over the phone.\n\n \n\nWe'll be sending them an email, as per their request, so they can check and help you with your concern.\n\n \n\nAs a gesture of goodwill, we are offering you a compensation of USD XXXX credited to your account as XXXX Please note, this is the maximum amount we are capable of offering.\n\n \n\nThis XXXX  can be used for any pay-to-XXXX  type of bookings and is valid for 6 months.\n\n \n\nPlease note that XXXX may not be used on bookings that say No credit card required, Tax receipt available, or Pay at the hotel.\n\n \n\nKindly let us know if you accept our offer, and we will issue the XXXX  to your account. Thank you so much for your patience and understandingXXXX XXXX XXXX\nThis is an awkward situation at XXXX XXXX XXXX  is on low side considering what Ive been through. XXXX XXXX\nWhat about credit card company remediation? XXXX XXXX\nHello, my name is XXXX and I am here to assist you.\n\n \n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience. XXXX XXXX  I have reviewed your booking ID XXXX at XXXX XXXX XXXX XXXX. . I am sorry to hear about your situation and I am sorry on the behalf of the property. As of now, we are still checking with the property regarding the refund/compensation from the property's end\n\n \n\nFrom XXXX end we would like to offer you a compensation of USD XXXX, credited to your account as XXXX. Kindly note this is the maximum amount we are capable of offering and as we are also in the middle for awaiting the property's response.\n\n \n\nPlease acknowledge this offer so we may proceed to issue the XXXX immediately to your account. XXXX XXXX\nNo agreement to compensation for an inferior hotel.I reported the bed bug problem to a different front desk person 4-5 hours ago. about XXXX XXXX XXXX XXXX XXXX He said he could give me different sheets. I spread a sheet he gave me out, and 4-5 hours later there is a bed bug mark on it! I inspected the bed more and found many more extensive bed bug marks! This is against laws to rent bed bug rooms!\nXXXX XXXX\nHi there! My name is XXXX and I'm here to help.\n\n \n\nI have reviewed your case regarding booking ID XXXX XXXX XXXX XXXX XXXX XXXX  and I see that you would like to complain about the room which you received from the property, which has a lot of bed bugs.\n\n \n\nThank you for bringing this to our attention. Not to worry; you have me on the other line, and I'll do my best to help you out.\n\nXXXX XXXX\nPlease, a full refund is in order! XXXX XXXX\nThank you for your concern, it is merited. An awes XXXX XXXX  a gross situation\nXXXX XXXX  I'm truly sorry to hear about the issue you're facing. This is certainly not the experience we want our guests to have. Your comfort and safety are our top priorities, and it's clear we've fallen short in this instance. Please accept our sincere apologies for this unfortunate situation. We appreciate your understanding and patience as we work to resolve this issue promptly.\n\n \n\nWe will request to the property a waiver of the cancellation fee on the reservation. Kindly allow me 1020 minutes to contact the hotel for you.\n\nXXXX XXXX\nI cannot believe this happened to me XXXX XXXX\nWe truly understand the frustration that you felt about what happened on the reservation.\n\nXXXX XXXX  The hotel would assign me a bed bug infested room. Its a crime!\nXXXX XXXX\nThat the hotel would stoop to such a low level! XXXX XXXX\nThank you for your patience. I already contacted the booking partner, and they informed us to send them an email for the cancellation fee waiver.\n\n \n\nRest assured that once we have approval from the booking partner that they are waiving the cancellation fee, we will go ahead and cancel the reservation free of charge and notify you via email.\n\nXXXX XXXX\nThe hotel betrayed a customer and you the Agent\nXXXX XXXX\nOnce we received the response from the hotel that they were allowing us to cancel the reservation free of charge, We will cancel the reservation right away and notify you via email. XXXX XXXX\nFull refund please. I am just aghast this happened. I am an emotional wreck.\nXXXX XXXX  I'm truly sorry to hear about your distressing experience. Please accept my deepest apologies for the inconvenience you've faced. I understand how upsetting this must be for you. We value your feedback and will take necessary steps to prevent such incidents in the future.\n\nXXXX XXXX\nMy wife will be paranoid about me bringing home bed bugs. Sad situation XXXX XXXX  Kindly wait for the hotel response within 24-48 hours. XXXX XXXX\nI was moved to XXXX XXXX from XXXX XXXX on XXXX XXXX XXXX XXXX XXXX, after showing the Manager/Owner the room with bed bug evidence after much convincing about bed bugs and other many hour wait for concern and limited action from the hotel, XXXX XXXXXXXX XXXX Within 12 hours I found a large bed bug in XXXX XXXX Gross! I have a picture of this large bed bug to send to XXXX XXXX XXXX  Hello XXXX XXXX XXXX my name is XXXX, and I will be further assisting you today with the issue in the room.\n\n \n\nI am sorry to know that your stay got ruined due to bedbugs.\n\n \n\nThnk you letting us know that your travel plans turn out this way.\n\n \n\nThis must be very upsetting for you, and we can understand why you are feeling this way.\n\n \n\nWe can assure you that we will do our best to help you make your travel experience better.\n\n \n\nLet me check for an update. XXXX XXXX\nPlease coordinate with parties involved full refund! Credit card company legal department is party to this problem.\nXXXX XXXX\nI understand how you feel, we know how important this reservation is for you.\n\n \n\nAs per checking, this case has been escalated and offered you the compensation amount of USD XXXX XXXX XXXX\nI have another bug problem here, a bug in my orange juice at XXXX XXXX! Picture already sent. XXXX XXXX  I understand your concern, and as per checking, it has already been raised with the relevant team.\n\n \n\nWe are sorry, but we are tied up with the decision, and that is the full amount that we can offer in this case.\n\n1XXXX XXXX\nThanks for getting in touch with us today. If you have any questions later, you can reach us at httpsXXXX We are always here to help. XXXX XXXX\nMain Menu\nXXXX XXXX\nHello, my name is XXXX and I am here to assist you.\n\nPlease give me some time to review your booking details and inquiry, which may take between 10 to 30 minutes. Thank you for your patience.\n\nXXXX XXXX\nMain Menu\nXXXX XXXX XXXX XXXX XXXX\nHelp with another booking XXXX XXXX  Hi XXXX XXXX XXXX, I have reviewed your case regarding booking ID XXXX  at XXXX XXXX XXXX XXXX\n\n \n\nWere happy to assist with your issue, but well need some help from you. Providing complete information will allow us to assist you faster.\n\n \n\nDo you mind letting us know how we can assist you today?","date_sent_to_company":"2024-01-31T20:55:09.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"58701","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8260281","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-01-31T19:53:02.000Z","state":"ND","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The above entries from my American Express statement <em>show</em> a XXXX charge, credit, and charge, indicating the dispute failed with the American Express XXXX dispute department."]},"sort":[3.088037,"8260281"]},{"_index":"complaint-public-v1","_id":"4982875","_score":2.875421,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date : XX/XX/2021 To : 5/3rd Bank Office of the President XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, Ohio XXXX XXXX : XXXX XXXX XXXX XXXX Permissions granted I give ( CFPB ) full autonomy to forward a redacted copy ( minus all proper names ) of this redacted letter and redacted case on file to any all claimants that would be assessing damages, or prosecuting criminals against or at 5/3rd bank respectively. \n\nOn this note, if at any time within the next statutory 7-year period, a claimant or regulating body could find this testimony, relevant or useful to establish a pattern of intentionally unaddressed security issues, of any kind, at 5/3rd Bank, then I will be happy to testify on their behalf and without compensation. \n\nMy objective with this complaint It is objective to bring to the proper authorities within the Consumer Financial Protection Bureau a complete narrative of my experience with 5/3rd bank. I will try to capture the entire experience here in this comprehensive narrative so that any additional violations that I may fail to address can be revealed to investigators who could take corrective action. It is my feeling that there is a host of backend server and security related non-compliancy issues stemming from 5/3rd banks corporate oversight and management. \n\nWhere there is smoke.. \nI can only relay the events as they occurred and happened to me so as to help those people within the federal government who might recognize a dangerous pattern of non-compliance that could jeopardize account security and access of funds of all of 5/3rds trusting customers and not just myself. \nThis final narrative of events regarding compromised internal security measures that ultimately allowed actions to be conducted on my ATM debit card and my associated checking account that are inconsistent with financial account security protocols set f orth by federal regulations. There is evidence of cross-departmental involvement that stems from the sheer absence of automatic alerts and notifications that should have arrived to me in some way, from those various departments upon my cards deactivation, but did not.\n\nSection 47-4-402 of the Uniform Commercial Per section 47-4-402 of the Tennessee adoption of the federal Uniform Commercial Code, language has originally been intended for valid written physical paper checks that have been mistakenly or willfully dishonored by financial institutions that should have paid funds on those cashed checks but instead denied paying funds that were readily available. \n\nRelevant parts of this section that could easily bed subject to reinterpretation go as follows : 47-4-402 ( a ) Except as otherwise provided in this chapter, a payor bank wrongfully dishonors an item if it dishonors an item that is properly payable, but a bank may dishonor an item that would create an overdraft unless it has agreed to pay the overdraft. \n\n( b ) A payor bank is liable to its customer for damages proximately caused by the wrongful dishonor of an item. Liability is limited to actual damages proved and may include damages for an arrest or prosecution of the customer or other consequential damages. Whether any consequential damages are proximately caused by the wrongful dishonor is a question of fact to be determined in each case. \n\nRelevant case law XXXX XXXX XXXXXXXX My experience with 5/3rd bank ( chronologically ) : Supporting arguments for grounds for federally required independent Information Technology Compliance Audit at 5/3rd bank . \n\ni. Experienced chronic password username retrieval issues with the mobile application Apparently 5/3 had been having a chronic, ongoing, malfunctioning, backend server problem with its User Id retrieval and password reset process. I experienced this issue from the start of my account. \n\nWhen trying to retrieve my user Id, this malfunctioning backend system software would inform me that it had successfully found my user ID, after filling out a lengthy form, and that I just needed to log in with that user Id, that I dont have yet, to retrieve it. This ridiculous backend system error never was corrected. \n\nAfter 3 attempts to retrieve the User Id Wednesday night on my phone, it then either silently frozen the checking account, or locked the card and froze the account from any and all subsequent usability. Nevertheless, no notice was ever sent to me when it did this. In fact, I would find out the hard way, at midnight on the following Wednesday night ( XX/XX/2021 ) when I was stranded at a XXXX XXXX  rental lot while trying to load my locked 5/3rd bank ATM card into the XXXX and XXXX apps to get a ride home, but could not. \n\n\n\nii. Experienced serious backend meta data Zip Code issues 5/3rd bank also maybe has backend meta data inconsistencies associated with its account holders profile data and associated ATM cards. As I kept trying to get an XXXX and XXXX ride home from the XXXXXXXX XXXX  XXXX dealership, Wednesday night at XXXX, about 5 weeks ago, both XXXX and XXXX XXXX were unable to load my 5/3rd card due to inability to accept my zip code of XXXX that has been on file with my account since opening around XXXX. \n\n\n\niii. Experience lack of customer support in a situation that 5/3rd bank deliberately caused There was no reliable night or weekend phone support at all to call and resolve this. Could not reach any support the night that my card became locked. \n\n\n\n\nThe following 1, 2 and 3 events by themselves do not constitute malfeasance or even cause for inquiry, they simply run off customers. Coupled with next mentioned events though they are beginnings of an in-series blockchain of evidence that validates a burden of proof of corporate-wide, non-compliance with federal safety regulations pertaining financial security measures that all financial institutions must have in place, and continuously comply with.. \n\n[ Event 1 ] : Was never contacted before or after the initial card lock My card is locked sometime late Wednesday night or early Thursday morning with no notice given ( XX/XX/2021 ). 5/3rd also fails to communicate to the affected ( me in this case ) of this automated locking action and leaves me stranded and unable to access direly needed funds to get home. In my case, I was at a XXXXXXXX XXXX XXXX dealership at midnight with no way to pay for a XXXX or XXXX driver. I could not load either a frozen card or a card whose zip code has been miscoded on 5/3rd bank 's poorly maintained backend user account systems. \n\nSo by no fault of my own, at this point, I have a no-notice lock placed on my card due to either : A ) The atm card being rendered unusable because of internal backend server issues that 5/3rd bank has created with my zip code, or..\n\nB ) rendered unusable because 5/3rd bank has locked me out due to all the attempts to access my account and retrieve my User Id with 5/3rd bank 's broken user-id and pw retrieval system or..\n\nC ) a combination of Both A ) and B ) at the same time because of 5/3rds general big- bloated-bank culture of visibly observable lax-ness everywhere throughout the entire customer experience.\n\n[ Event 2 ] : Branch manager disconnects our phone call deliberately leaving my locked debit card in locke\nd status after previously unlocking my online account, retrieving the username, and discussing the issue of not being contacted prior to, during, or after the lock ( XX/XX/XXXX ) The following day ( Friday ), I called into the XXXX XXXX XXXX XXXX XXXX Tennessee branch to have a discussion with branch manager XXXX XXXX about being locked out of my account online and about the ATM card that would not work at the XXXX dealership XXXX which I could only concur at that time were one and the same. We finally unlock the account and retrieved my username that the broken username retrieval process in the 5/3rd application could not do. Then after finally logging back in to see my funds, we then began to discuss the inconvenience that the locked ATM card had caused me. Branch manager XXXX, tells me that 3 illegal attempts that had caused the lock. He then tells me he doesn't know why I was not contacted when my card was locked and doesn't have a means for me to talk to any individuals anywhere at the bank to ascertain what specifically prompted the hold on the card, and most importantly why I was never notified when the hold was placed. \n\nRecapping branch manager XXXX XXXX then hangs up the phone abruptly. His disconnection happens after we have : A ) just unlocked my online account and finally retrieved the user Id that the password retrieval process was unable to do. \nAnd. \n\nB ) Then had a 10-minute discussion about the locked ATM card, wherein I have pleaded with him tell me why I can not be at least transferred to someone to give me more insight as to what specifically prompted the lock on my card. \n\nAt this point, Im under the impression, that because we have finally that he has at least gone ahead and unlocked the ATM card as well, but he has deliberately not. \n\nI HAVE NO REASON TO BELIEVE THAT MY CARD IS STILL IN A LOCKED STATUS. \n\nI DO HAVE EVERY REASON TO BELIEVE THE CARD IS UNLOCKED BECAUSE a. WE RETRIEVED A USERNAME, b. UNLOCKED MY ONLINE ACCOUNT, c. JUST TALKED ABOUT DISCUSSING GETTING TO SOMEONE INTERNALLY at 5/3rd TO FIND OUT WHY I WAS NOT NOTIFIED ABOUT IT FOR 10 MINUTES.\n\nAnd it is at this point, after discussing this on the phone for 10 minutes, that he chooses to just disconnect the call. Branch manager XXXX XXXX never calls me back to inform me that I still need to unlock my card, nor does he fulfill his duties as Manager to unlock the card by : A ) either filling out ticket to initialize the process that would reach out to notify relevant parties to do so, if he can not unlock the card himself, Or..\n\nB ) just unlock the card himself from his workstation while the screen on his computer is still indicating my cards locked status. \n\nHe rather disconnects the call, goes about his marry way as a counterproductive, problem causer, who is supposed to be resolving issues like these, but deliberately does not. \n\n[ Event 3 ] : My card then is mysteriously deactivated on the Friday night of ( XX/XX/2021 ) after having discussed its locked status with XXXX branch manager XXXX XXXX earlier that day. \n\nThat night, I go out to celebrate my new job. \n\nI had just recovered from a XXXX XXXX XXXX XXXX XXXX. \n\nAnd just returned a rented moving truck and moved into an apartment in XXXX with almost no energy while still recovering. \n\nHad then become stranded at a XXXX dealership when I returned the truck, and was unable to unlock the defective 5/3rd ATM card because by bank had no night time customer service to unlock the card. \n\nB ) Had even called into the branch the next day though and seemingly resolved the issue, and thought that I did.\n\nWas even disconnected during the phone call by that branch manager, but at least I was able to get back into my account and was now under the assumption that all the issues were resolved after discussing them with that branch manager for 10 minutes.\n\nThen went to a restaurant with some family. Carrying now my seemingly unlocked ATM 5/3rd card, as an only means of payment for the dining experience. Ran up a sizable tab. Then as we are getting finished with dinner, the waiter comes back to tell me that he tried to run my card, but that it has been unfortunately \" declined 3 times in a row ''. I have turn to my invited guests to pay for the entire dinner. \n\nNext morning, I am at the XXXX XXXX XXXX branch, and I'm there 30 minutes early! I'm the first one in the building when door opens! My focus is to find out why my card is still in locked status, just after I have had a lengthy discussion with the branch manager, Mr. branch manager XXXX XXXX a day before. I decide not to talk to branch manager XXXX XXXX first, instead I want to gather intel on this continuing situation, so I go to another associate with some hopes of maybe also straightening all this out but only after I got a full explanation. And I am expecting to have a conversation about compensation for my inconvenience. \n\nShe now tells me that my card is not just locked, but that somehow it has now been deactivated. \n\nIt takes 20 minutes and multiple demands for me to speak to the general manager, who I was beginning to suspect was most likely responsible for this latest surprise. When I am finally invited into his office to get my answers he admits to me ( and others standing there ), that he actually did disconnect the phone the day before when we spoke about the locked card and did so knowing full well that my ATM debit card was still in a locked status. \n\nHe even admits and acknowledges that our discussion had been at that time about my dissatisfaction with : A ) my ATM card becoming locked and its associated inconvenience, B ) not being notified beforehand, or at least shortly thereafter when my ATM card was locked, C ) and also, with not being able to discuss with anyone other than him at 5/3rd about A ) and B ) from above as to why my ATM card was locked. \n\nThese are all admitted acknowledgements that I have brought to his attention the day before about my ATM card being locked and that I am bringing to his attention that I need fixed right then as we were speaking on the phone. I was trying to tell this Branch manager on the phone that I want to talk to a badged 5/3rd employee about this matter and not some outsourced 3rd party in a foreign country who just reads off a general, unspecific copy/pasted script, but I did not get the chance before being disconnected. \n\nKeep in mind an ATM card deactivation is very different than the card being placed on locked status. \n* An ATM card lock happens all the time with backend security automation, and they are usually but not always accompanied with automatic texts and calls notifying the affected ATM card holder ( which did not happen ), but they are ... NOT ... ATM card deactivation. \n\n* An ATM card deactivation is entirely a different thing. Deactivations involve much separate set of protocols and s.o.p.s. and is never allowed to be automated by software in any banking institution per adopted federal and state guidelines. These guidelines pertain to required communication with the card holder prior too or just after a deactivation. \n\nNow we have the 2 isolated events 1 and 3 that should not normally happen in succession and certainly not as a sequentially chained automation process [ Event 1 ] [ Event 2 ] [ Event 3 ].\n\nThese three events do not yet suggest strongly that something is amiss with backend security processes but are the precursor for general cause for concern for upcoming successive evidence exhibits. \n\n[ Exhibit A ] : No alerts are ever dispatched to me my phone about my ATM debit cards deactivation. \nI was never notified either for the lock that was placed on my ATM the 2 days prior too and most importantly after the cards deactivation. In fact, it was not until ( XX/XX/2021 ) inside the XXXX XXXX XXXX, when I found out was not only locked, but now deactivated. \n\n[ Event 1 ] [ Event 2 ] [ Event 3 ] [ Exhibit A ] [ Exhibit A ] has its own autonomous processes. It generally is initialized with a call from a call center, or many times can often precede a manual deactivation [ Event 2 ] by the person who manually deactivates the card but make no mistake [ Exhibit A ] can never be deliberately skipped all together and an institution that skipped this process would be in violation of Federal guidelines if it was.\n\nI was never notified, by any means, when the card went to deactivated status, [ Event 2 ], on Friday night ( XX/XX/2021 ). Those federally required automatic notifications, require all banking institutions to immediately contact the effected account holder by 2 of 3 means. The automated notification process that is normally triggered immediately by a card deactivation did not occur. \n\nThe mere absence of these mandatory alerts and notifications suggests some kind manual override has taken place by someone who would have had those executive privileges to do so. These three events together suggest possibly someone internal to 5/3rd backend security, most likely someone manually disabled those automatic alerts that would have informed me of my cards deactivated status. The system that automatically dispatches those notifications, if left alone, would have been sent immediately and automatically to my phone upon my cards deactivation, but were not. \n\n[ Exhibit B ] : Evidence that the ATM card automatic re-issuance system was disabled. \nThis system should have dispatched a new card immediately and automatically as well upon my card deactivation but did not.\n\nNow we have isolated events : [ Event 1 ] [ Event 2 ] [ Exhibit A ] [ Exhibit B ] Neither did this notification process contact me to confirm a correct mailing address, nor was I was never mailed a new card automatically by the backend automatic ATM debit card reissuance process.\n\nSo, whoever deactivated my ATM card [ Event 2 ] also went a step farther with disabling notifications and [ Exhibit A ] then went a step farther with [ Exhibit B ] manually disabling 5/3rd banks internal processes to reissue a new card. What these actor ( s ) dont realize is that this potentially jeopardized my life, and not just my inability to pay for something like a restaurant meal.\n\nBanking institutions reserve the right to manually deactivate any clients ATM cards that they deem necessary, and as much, and as often as they deem necessaryas long as they meet one federally mandated requirement.\n\nWhat banking institutions do not reserve a right to do, is deactivate a persons ATM card, and then also disable the means of notifying that affected cardholder about it as well. When this happens, then there is evidence of critical security violations ( not just one ) have occurred either at once or in tandem and are just cause for further inquiries be made by regulating authorities to assess the danger that these infractions may have to users. In many cases an automatically dialed person to person phone call is made prior too or in real time to the affected card holder before deactivation ever occurs if not a direct phone call from the G.M. \n\nHow did my 5/3rd ATM card get deactivated with no disclosure? \n\n[ Exhibit C ] : XXXX XXXX branch manager XXXX XXXX manually issues a new card, the next day, on behalf of the disabled ATM card automatic re-issuance system mentioned above. \n[ Exhibit C ] even occurs, the next day when I go into the XXXX XXXX branch and branch manager XXXX XXXX says, let me go ahead and send a card out to you now. \n\nNow we have isolated events : [ Event 1 ] [ Event 2 ] [ Exhibit A ] [ Exhibit B ] [ Exhibit C ] This is significant because branch manager XXXX XXXX is now manually doing what should have already been done automatically by an autonomous process but did not. \n\nAll these events and exhibits suggests at a very minimum that 5/3rd bank has such lax internal security measures that it could allow in some manner a clients card to become locked, then deactivated and without notice. Is this repeatable on a massive scale?\n\nSleepy unconcerned District Manager on the phone.\n\nWhen I brought all of this to a district managers attention a couple days later, who is over branch manager XXXX XXXX, he literally fell asleep on the phone, while I was talking to him. When he called me back generically apologizing for my overall bad experience ... he could not recall what I said in particular when I questioned him about the things I had been discussing when his phone went silent for 30 plus seconds.\n\n Multiple disconnects by XXXX. supervisors who would not transfer to the presidents office. \nAttempted to get the president office phone number to convey this whole experience for over 20 plus different calls amounting to 5 hours total of phone time and was disconnected by a supervisor each time. I had to wait to get to each one of those supervisors for over 25 minutes each time. Was finally able to hack my way in through a mortgage sales line phone number and talk to a XXXX salesperson, who was actually very helpful and even demonstrated concerned with my experience at 5/3rd.\n\nExperienced the worst of all customer service when I spoke to XXXX with my second call back into the 5/3rds Presidents office. \nThen after originally speaking to XXXX, who was also helpful, I spoke to another rep, XXXX, in what was supposed to be just a quick call back to the presidents office to just confirm a few questions about fees. XXXX appeared to be uninterested, callous, and deliberately unhelpful. I asked politely to be transferred back to XXXX, where I could pick up where I left off with XXXX and was told by XXXX that she will be taking over my case. Then XXXX with the same insincere, mono-tone told me that I would be also incurring additional fees to my 5/3rd account as well to the ones that I had already picked up from other severed auto-billing relationships due to the cards deactivation. \n\n\nAccrued fees as a result of the unnecessary deactivation Fees accrued at my apartment complex where I tried to pay a bill and assessed a {$6.00} fee and then, and a fee with the city of XXXX XXXX XXXXt where my account assessed {$35.00}. Comes to a current total of XXXX. There may be more fees. \n\n\n5/3rd Corporate Security Officer who calls me on the phone and tells me he is closing the account My account was closed by Corporate Security Officer who called me out of the blue and was not remotely concerned with hearing about any of the security concerns. He became interruptive on the call and then hung up the phone and closed the account. \n\n\n\nGood questions that the CPFB could pose to 5/3rd bank might be..\n\n1. How do locked cards pose less of a threat to the customer such that an additional security measure such as a deactivation need to be taken if it remains unaffected in locked status?\n\n2. Were the usual alert notifications that would have notified the affected card holder manually, ( or willfully ) disabled somehow in some subtle, or not so subtle, way by 5/3rd employees with executive privileges to do so.\n\n3. If a locked card was never supposed to go to deactivated status then how was it this one- time event?\n\nPut another way..\n\nIf 5/3rds legal team just copies and paste an explanation as a response to the CFPB ( or.. some future civil or criminal prosecution team that will be using this narrative as supplemental evidence of a pattern of negligence due to non-compliance ), then how is there not a potential pattern hazardous reoccurring repeatable issues at least addressed here?\n\n4. Have the concerns for account and card holder safety and notifications within the ATM card deactivation process brought forth in this complaint mostly fallen on deaf corporate ears? Or can they show proof of demonstrate measures taken to prevent no-notification deactivations from ever occurring to its customers again. \n\n\n\n\nSincerely,","date_sent_to_company":"2022-01-06T12:34:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"37086","tags":null,"has_narrative":true,"complaint_id":"4982875","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2021-12-07T13:35:24.000Z","state":"TN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Or can they <em>show</em> proof of demonstrate measures taken to prevent no-notification deactivations from ever occurring to its customers again. \n\n\n\n\nSincerely,"]},"sort":[2.875421,"4982875"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":9,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":9}]}},"product":{"doc_count":9,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":5}]}},{"key":"Mortgage","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Debt collection","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Auto debt","doc_count":1}]}}]}},"issue":{"doc_count":9,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Managing an account","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":2},{"key":"Problem making or receiving payments","doc_count":2},{"key":"Problem using a debit or ATM card","doc_count":1}]}},{"key":"Closing on a mortgage","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Attempts to collect debt not owed","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt was paid","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}}]}},"timely":{"doc_count":9,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":9}]}},"company_response":{"doc_count":9,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":7},{"key":"Closed with monetary relief","doc_count":1},{"key":"Closed with non-monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":9,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":9}]}},"company":{"doc_count":9,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"JPMORGAN CHASE & CO.","doc_count":2},{"key":"AMERICAN EXPRESS COMPANY","doc_count":1},{"key":"BBVA FINANCIAL CORPORATION","doc_count":1},{"key":"Chime Financial Inc","doc_count":1},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":1},{"key":"GUARANTEED RATE INC.","doc_count":1},{"key":"Paramount GR Holdings, LLC","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":9,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"IL","doc_count":2},{"key":"CA","doc_count":1},{"key":"GA","doc_count":1},{"key":"MI","doc_count":1},{"key":"ND","doc_count":1},{"key":"PA","doc_count":1},{"key":"TN","doc_count":1},{"key":"TX","doc_count":1}]}},"company_public_response":{"doc_count":9,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":2}]}},"tags":{"doc_count":9,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American, Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}