{"took":88,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":261,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4833195","_score":25.958405,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/21, there were a series of unauthorized transactions on my Wells Fargo Visa Debit Card amounting to {$7500.00} in total.\n\nWithin the same day, or no longer than 24 hours after the initial transactions had gone through, I called to report the unauthorized activity immediately.\n\nI was told by a claims specialist that Wells Fargo would \" promptly '' investigate the claim and that it would issue a provisional credit if it needed more time.\n\nAfter several follow up calls with Wells Fargo customer services reps and claims specialists, I was repeatedly informed that my claim was still under investigation. \n\nOn the XXXX and final business day, I logged onto my account and saw that my claims were closed with absolutely no explanation. \n\nI called and spoke with a claims rep and was told for the first time that my claims were now closed. \n\nI was told that my claims were being put under 'reconsideration '' and that the bank would need more time. This is in blatant violation of Regulation E.\n\nTime limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\n\n\n\n\n\nWhat happened here instead was, on the tenth and final business day before Wells Fargo would be required under law to provide a provisional credit, I beleive tthat this was done deliberately by Wells Fargo so as to avoid having to credit me while their investigation continues ( and had barely even begun ) I was then told that there was \" no way '' for Wells Fargo to issue a provisional credit despite the clear statutory law under a \" 45-day '' investigation period. Again, clearly contradictory to the statute.\n\nAdditionally, during my calls with various wells representatives regarding the present issue, I was given the impression that a special \" fraud department '' or \" claims specialist '' would need to receive notice directly. Again, in violation of the law : Notice to financial institution. \n\n( i ) Notice to a financial institution is given when a consumer takes steps reasonably necessary to provide the institution with the pertinent information, whether or not a particular employee or agent of the institution actually receives the information. \n\n( ii ) The consumer may notify the institution in person, by telephone, or in writing. \n\n\n\n\n-- -- Additionally, the way that Wells Fargo characterized my claim was a \" Do not remember or recognize charge. I specifically informed a claims rep during the initial that the transactions were unauthorized! \n\nAs you can also see, during my most recent call on XX/XX/21, additional time was needed because the claims rep needed more information - How could this be when my claim was already denied? \n\nHelp please thanks.","date_sent_to_company":"2021-10-21T10:59:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"900XX","tags":null,"has_narrative":true,"complaint_id":"4833195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-10-21T10:16:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to investigate and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[25.958405,"4833195"]},{"_index":"complaint-public-v1","_id":"6818746","_score":25.127272,"_source":{"product":"Checking or savings account","complaint_what_happened":"This bank is not acting in accordance with Regulation E in the process of a debit card dispute. Their argument is that my claim reason is not eligible for a temporary credit under Reg E, which is false. The regulation broadly covers all types of ETFs from the account, with no particular exclusions.\n\nI will be attaching direct excerpts from the regulation below to explain the banks violations : EXERPT 1 ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. \n\nThe bank has not applied a provisional credit to my account after 10 business days. Instead, they have informed me that my claim is not covered under Regulation E, which is false and not explicitly stated in the regulation. \n\nEXERPT 2 An institution need not provisionally credit the consumer 's account if : A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\nThe institution did not request written confirmation, but I sent supporting documentation the same day I filed the claim, and confirmed it was received and attached by the bank. None of the other exceptions in this excerpt were satisfied by the bank. \n\nEXERPT 3 ( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made. \n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made. \n\nThe fund transfer was completed after 30 days of the first deposit to my account, and even if this condition was satisfied, the bank would be required to credit my account within 20 business days instead of 10. Again, none of the other exceptions are satisfied here for my specific account, but the bank is refusing to apply a provisional credit. \n\nThis bank is deliberately trying to get around the terms of Regulation E, which they are legally required to follow. They need to be held accountable by their regulators and apply the provisional credit to my account immediately. Further, I have supplied all required documentation ( dated credit slip from merchant proving credit was due ), so the bank should have no problem resolving the dispute in my favor promptly.","date_sent_to_company":"2023-04-10T22:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85257","tags":null,"has_narrative":true,"complaint_id":"6818746","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-04-10T22:00:12.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to investigate and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["<em>Credit</em> Karma, LLC"],"sub_product":["Checking <em>account</em>"]},"sort":[25.127272,"6818746"]},{"_index":"complaint-public-v1","_id":"10909490","_score":24.686281,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/XXXX, a transaction for {$63.00} was posted to my Chime account for services I did not receive from a can service. I promptly reported this unauthorized or disputed transaction to Chime. Despite this, no provisional credit has been applied to my account, as required under Regulation XXXX ( XXXX XXXX Transfer Act ). This failure has caused me financial hardship and dishonor. \n\n1. Regulation E ( 12 CFR 1005.11 - Procedures for Resolving Errors ) Financial institutions must investigate reported errors, provide provisional credit to the account within 10 business days, and conclude the investigation within 45 days. \n\nChimes failure to issue a provisional credit violates this regulation, especially as no safeguards or accurate verification of the dispute were undertaken. \n\n2. Electronic Fund Transfer Act ( EFTA, 15 U.S.C. 1693 et seq. ) This law protects consumers against unauthorized transactions. Financial institutions are required to respond promptly to disputes and safeguard account holders ' funds during investigations.\n\n3. Unfair or Deceptive Acts or Practices ( UDAP, Section 5 of the FTC Act ) Chimes failure to safeguard your account, resolve the dispute, or adhere to required protections may constitute an unfair or deceptive act.\n\n4. Consumer Financial Protection Act of 2010 ( 12 U.S.C. 5531 ) Prohibits financial service providers from engaging in acts or practices that are abusive, deceptive, or unfair. Chimes handling of this dispute may fall under these provisions.\n\n5. Duty of Care in Financial Institutions Financial institutions are obligated to act in good faith and ensure their processes are fair, transparent, and diligent when dealing with disputes. Chimes actions ( or lack thereof ) breach this duty.","date_sent_to_company":"2024-11-24T00:01:55.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"10027","tags":null,"has_narrative":true,"complaint_id":"10909490","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-11-23T23:43:50.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Regulation E ( 12 CFR 1005.11 - Procedures for Resolving <em>Errors</em> ) <em>Financial</em> <em>institutions</em> must investigate reported <em>errors</em>, provide <em>provisional</em> <em>credit</em> to the <em>account</em> within 10 business days, and conclude the investigation within 45 days. \n\nChimes failure to issue a <em>provisional</em> <em>credit</em> violates this regulation, especially as no safeguards or accurate verification of the dispute were undertaken. \n\n2."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"company":["Chime <em>Financial</em> Inc"],"sub_product":["Checking <em>account</em>"]},"sort":[24.686281,"10909490"]},{"_index":"complaint-public-v1","_id":"7972056","_score":24.29218,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, I discovered that approximately {$37000.00} had been transferred from my Marcus by Goldman Sachs ( Goldman Sachs USA ) savings account beginning on XX/XX/2023 through XX/XX/2023. In each instance, {$1000.00} was transferred out of my account to an XXXX account at XXXX XXXX XXXX. It seems this activity was done to evade AML structuring monitoring as well as the reporting requirements. I did not authorize any of these XXXX transactions. I have completed the necessary WSUD forms as provided by Goldman Sachs within the 10 business day time-period. I have called several times to determine when a provisional credit would be issued in my savings account as it is now Day XXXX of the investigation. These calls have been futile at this point as Goldman Sachs ' employee do not understand the language of their own deposit agreement, which mirrors Regulation E. \n\nDespite our 10 calls to Marcus by Goldman Sachs, the bank refuses to issue a provisional credit to me despite its own Deposit Agreement stating that they will provide a provisional credit within 10 business days, if the investigation takes longer. I am consistently told that an internal review is ongoing and we do not issue provisional credits. I simply want my funds returned to me. \n\nPursuant, Regulation E ( 12 CFR Part 1005 ) of the Electronic Funds Transfer Act ( https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ ), the act states : ( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited.","date_sent_to_company":"2023-12-08T19:45:18.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"079XX","tags":null,"has_narrative":true,"complaint_id":"7972056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-12-08T19:13:46.000Z","state":"NJ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to investigate and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Savings <em>account</em>"]},"sort":[24.29218,"7972056"]},{"_index":"complaint-public-v1","_id":"21283530","_score":24.207664,"_source":{"product":"Checking or savings account","complaint_what_happened":"b\"Back on XXXX XXXX I found out that on my business debit card with Bank Of America with the following account XXXX XXXX XXXX  had been lost misused unauthorized activity on the following dates XXXX XXXX XXXX XXXX  there were XXXX  unauthorized withdrawals that I reported each found XXXX  for total of XXXX XXXX Ive yet to even get an provisional credit from bank at all and my card was not in my possession either being XXXX XXXX I did lose my card or being XXXX  known for lots of theft via skimming ... I reported this to BOA on XXXX XXXX directly the XXXXh day \\n XXXX Procedures for resolving errors.\\nUnder Regulation E, financial institutions must investigate consumer electronic fund transfer (EFT) disputes promptly, generally within XXXX  business days of receiving notice of an error. If the investigation takes longer, the institution must provide provisional credit to the consumer's account within those XXXX  days for the amount of the alleged error. \\nConsumer Financial Protection Bureau\"","date_sent_to_company":"2026-04-15T22:55:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97213","tags":null,"has_narrative":true,"complaint_id":"21283530","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-15T22:49:31.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I reported this to BOA on XXXX XXXX directly the XXXXh day \\n XXXX Procedures for resolving <em>errors</em>.\\nUnder Regulation E, <em>financial</em> <em>institutions</em> must investigate <em>consumer</em> electronic fund transfer (EFT) disputes promptly, generally within XXXX  business days of receiving notice of an <em>error</em>. If the investigation takes longer, the <em>institution</em> must provide <em>provisional</em> <em>credit</em> to the <em>consumer</em>'s <em>account</em> within those XXXX  days for the amount of the alleged <em>error</em>. \\n<em>Consumer</em> <em>Financial</em> Protection Bureau\""],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[24.207664,"21283530"]},{"_index":"complaint-public-v1","_id":"8891738","_score":24.040098,"_source":{"product":"Checking or savings account","complaint_what_happened":"Claim number XXXX I am writing to express my immense frustration and concern regarding Capital One 's failure to comply with Regulation E of the Electronic Fund Transfer Act ( EFTA ) in handling a recent banking error on my account. This error has resulted in a significant financial loss for me, and despite numerous attempts to resolve the issue, Capital One has not provided a timely provisional credit, as required by law. THERE HAS BEEN AN ERROR WITH CAPITAL ONE OR APPLE PAY AND CAPITAL ONE IS CLAIMING THAT THERE COMPANY POLICY IS ABOVE REGULATION E IM DEMANDING A PROPER INVESTIGATION AND A PROPER REFUND ON A REG E SCHEDULE Regulation E of the EFTA mandates that financial institutions provide provisional credit to customers within a certain timeframe while investigating unauthorized transactions or errors. This provision is designed to protect consumers from financial losses and to ensure that they have access to their funds during the investigation process. However, Capital One has not adhered to this regulation, leaving me without access to my funds and causing considerable inconvenience and distress.\n\nFurthermore, I have discovered that Capital One has been involved in numerous cases and settlements related to violations of consumer protection laws, including the failure to provide provisional credits in accordance with Regulation E. This track record of noncompliance is unacceptable and has caused significant financial and emotional harm to many of your customers, including myself.\n\nI demand that Capital One immediately take the following actions : 1. Conduct a thorough investigation into the banking error on my account and provide a provisional credit for the disputed amount within the required timeframe as outlined in Regulation E of the EFTA.\n\n2. Review and update your policies and procedures to ensure full compliance with Regulation E of the EFTA , as well as any other applicable consumer protection laws.\n\n3. Provide detailed information on the steps Capital One will take to prevent future banking errors and to ensure that provisional credits are promptly and accurately provided to customers affected by such errors.\n\n4. Issue a public statement acknowledging the bank 's failure to comply with regulations and outlining the steps being taken to rectify the situation and prevent future occurrences.\n\nPlease be advised that I will be closely monitoring this situation and will not hesitate to take further action if necessary, including but not limited to filing a formal complaint with the Consumer Financial Protection Bureau and pursuing legal remedies. I trust that Capital One will take this matter seriously and act swiftly to rectify the situation and restore my confidence in your institution. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-04-30T09:20:02.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"70508","tags":null,"has_narrative":true,"complaint_id":"8891738","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-04-30T09:14:32.000Z","state":"LA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["THERE HAS BEEN AN <em>ERROR</em> WITH CAPITAL ONE OR APPLE PAY AND CAPITAL ONE IS CLAIMING THAT THERE COMPANY POLICY IS ABOVE REGULATION E IM DEMANDING A PROPER INVESTIGATION AND A PROPER REFUND ON A REG E SCHEDULE Regulation E of the EFTA mandates that <em>financial</em> <em>institutions</em> provide <em>provisional</em> <em>credit</em> to customers within a certain timeframe while investigating unauthorized transactions or <em>errors</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["CAPITAL ONE <em>FINANCIAL</em> CORPORATION"],"sub_product":["Checking <em>account</em>"]},"sort":[24.040098,"8891738"]},{"_index":"complaint-public-v1","_id":"3560952","_score":23.819752,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I noticed a fraudulent ACH transfer from my checking account paid to a XXXX credit card that was not mine for {$6600.00} posted for XX/XX/XXXX. When I contacted Citibank, the representative stated it was probably a glitch in the system and did not suggest that I blocked the account however opened a case. \n\nOn XX/XX/XXXX, another ACH transfer was made for {$21000.00} to a XXXX credit card. At this point, the representative suggested that I placed a block on my account. \n\nOn XX/XX/XXXX, Citibank credited me {$6600.00} and on XX/XX/XXXX credited me {$21000.00}. Per the letter sent, \" We have concluded our research and are pleased to inform you that your request for reimbursement has been honored '' On XX/XX/XXXX, I received a call from Citibank Fraud department who informed me that my online banking information has been compromised so they will take action to issue me a new debit card. When I inquired whether my account will need to be closed they said NO. \n\nFast forward to XX/XX/XXXX when I realized my account has been blocked. Their letter dated XX/XX/XXXX states \" your accounts are now restricted from any debits and certain credits and will be closed within sixty days from the date of this letter ... If there are any funds that belong to you at the time of closure, Citibank will issue you an official check for that balance ... you may visit your local branch or contact us at the number below to determine if you're entitled to the funds sooner than the expected account closure date '' Since then I have called Citibank fraud department multiple times and went to the local branch ( 2 days after the date of the letter ) to attempt to close my account and receive my check but was met with the same brick wall- \" this is our policy, there is nothing you can do to access your money or close your account until the investigation is over '' As it stands I have over $ 55K sitting in my accounts that can not be accessed for \" up to 60 days ''. I just got my offer accepted for a home and I need the funds ASAP. I can not wait up to 60 days to receive my checks. It is absolutely unacceptable that I have no access to my money for an extended period of time. \n\nSee Regulation E below. Citibank has given me my provisional credit within a week of filing the claim however they turn around and block my entire account and are preventing me from accessing it for up to 60 days. From where I stand as the consumer, if this is a loophole that the banks can perform, how am I really protected as a consumer by this regulation that ensures I have timely access to my funds in the case of a fraud investigation? \n\n\n\n\nRegulation E 1005.11 Procedures for resolving errors, cited below : ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( c ) Time limits and extent of investigation ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ;","date_sent_to_company":"2020-03-10T07:23:02.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92122","tags":null,"has_narrative":true,"complaint_id":"3560952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-03-10T07:20:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["An <em>institution</em> need not <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> if : ( A ) The <em>institution</em> requires but does not receive written confirmation within 10 business days of an oral notice of <em>error</em> ; or ( B ) The alleged <em>error</em> involves an <em>account</em> that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities <em>Credit</em> by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the <em>consumer</em>, within two business days after the <em>provisional</em> <em>crediting</em>, of the amount and"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[23.819752,"3560952"]},{"_index":"complaint-public-v1","_id":"12765748","_score":23.617895,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I submitted this transaction under scam and fraud because that is what the bank deemed it was when I submitted my compliant. After reviewing the electronic transfer act, I need to submit this under unauthorized transaction because it was an unauthorized transaction. The bank said it counted as an authorized transaction because the transfer was initiated by myself but it was not. I was not aware of submitting a wire transfer. I was submitted a wire reversal. The bank is in violation of the electronic transfer act in multiple ways with this transaction. First, they said it was authorized when it was not and filed it incorrectly. Second, the reverse wire that I thought I was submitting had the recipient of the funds addressed to myself. When I notified bank of america of the unauthorized transaction I made them aware that this reversal was addressed to myself as the receipient. This notified them of the error and they should have processed it right away. I notified them within 3 hours which according to the act if \" Unauthorized transfer ( s ) not involving loss or theft of an access device is notified within 60 days after transmittal of the periodic statement on which the unauthorized transfer first appears, the consumer has no liability for the transfer. The act states \" An error includes any of the following : An unauthorized EFT. An incorrect EFT to or from the consumers account. After receiving a notice of error, the financial institution must do all of the following : Promptly investigate the oral or written allegation of error. Complete its investigation within 10 business days. Report the results of its investigation within three business days after completing its investigation. Correct the error within one business day after determining that an error has occurred ( 12 CFR 1005.11 ( c ) ( 1 ) ). The financial institution may take up to 45 days ( 12 CFR 1005.11 ( c ) ( 2 ) ) to complete its investigation provided it : Provisionally credits the funds ( including interest, where applicable ) to the consumers account within the 10 business-day period. Advises the consumer within two business days of the provisional crediting. Gives the consumer full use of the funds during the investigation. However, where an error involves an unauthorized EFT, the financial institution must comply with the requirements of the provisions relating to unauthorized EFTs before holding the consumer liable, even if the consumer does not provide a notice of error within the time limits. When investigating a claim of error, the financial institution need only review its own records if the alleged error concerns a transfer to or from a third party, and there is no agreement between the financial institution and the third party for the type of EFT involved ( 12 CFR 1005.11 ( c ) ( 4 ) ). However, the financial institution may not limit its investigation solely to the payment instructions where other information within the financial institutions records pertaining to a particular account may help to resolve a consumers claim ( Comment 11 ( c ) ( 4 ) -5 ). If, after investigating the alleged error, the financial institution determines that an error has occurred, it must promptly ( within one business day after such determination ) correct the error, including the crediting of interest if applicable. The financial institution must provide within three business days of the completed investigation an oral or written report of the correction to the consumer and, as applicable, notify the consumer that the provisional credit has been made final ( 12 CFR 1005.11 ( c ) ( 1 ) & ( 2 ) ( iii ) and ( iv ) ). If the financial institution determines that no error occurred or that an error occurred in a different manner or amount from that described by the consumer, the financial institution must mail or deliver a written explanation of its findings within three business days after concluding its investigation. The explanation must include a notice of the consumers rights to request the documents upon which the financial institution relied in making its determination ( 12 CFR 1005.11 ( d ) ). Upon debiting a provisionally credited amount, the financial institution must notify the consumer of the date and amount of the debit and of the fact that the financial institution will honor ( without charge ) checks, drafts, or similar paper instruments payable to third parties and preauthorized debits for five business days after transmittal of the notice. Upon request from the consumer, the financial institution must promptly mail or deliver to the consumer copies of documents upon which it relied in making its determination ( 12 CFR 1005.11 ( d ) ( 1 ) ). If a financial institution has fully complied with the investigation requirements, it generally does not need to reinvestigate if a consumer later reasserts the same error. However, it must investigate a claim of error asserted by a consumer following receipt of information provided pursuant to 12 CFR 1005.11 ( a ) ( 1 ) ( vii ) and 12 CFR 1005.11 ( e ). '' Bank of america did not do any of this. Upon notice of the error and unauthorized transaction they refused to credit my account or help me financially in anyway. They actually referred me to look at local charities for financial assistance. They did not have a report within 3 business day and in fact closed my case after 45 business days. They did not notify me of closing my case and when I called for an update they would not give me any further information about my case. Later after submiting multiple complaints, a bank of america representative reached out stating there was no response from the other bank so they closed my case. I reached out to the other bank ( XXXX XXXX ) and they stated it is their policy to respond to all banks especially in cases like this and the only reason they would not have responded is if they did not get any communication from bank of america. Bank of america refused to give me my case records and in fact told me I would need a lawyer to subpoena my records. They completely violated the electronic funds act in multiple ways. If it was deemed an authorized transaction or not which is was not authorized there was still an error on the transaction and they were notified within XXXX hours of the transaction. \n\nPlease see initial submission for further details- Initial submission of complaint # XXXX","date_sent_to_company":"2025-04-02T00:17:46.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"21227","tags":null,"has_narrative":true,"complaint_id":"12765748","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-04-01T23:46:45.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The <em>financial</em> <em>institution</em> may take up to 45 days ( 12 CFR 1005.11 ( c ) ( 2 ) ) to complete its investigation provided it : <em>Provisionally</em> <em>credits</em> the funds ( including interest, where applicable ) to the <em>consumers</em> <em>account</em> within the 10 business-day period. Advises the <em>consumer</em> within two business days of the <em>provisional</em> <em>crediting</em>. Gives the <em>consumer</em> full use of the funds during the investigation."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[23.617895,"12765748"]},{"_index":"complaint-public-v1","_id":"8519040","_score":23.36176,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, an unauthorized wire transfer {$32000.00} appeared on my saving account. I noticed XXXX around on XXXX and immediately went to local Chase branch to report this. \nOn XX/XX/year>, I reported to local police in XXXX, IL with police report attached. \nAccording to police report, this unauthorized wire transfer was initiated in person in a branch in XXXX IL. \nAccording to Chase employee, someone with my fake ID went to one of Chase branch and initiated this wire transfer. \nI called Chase on XX/XX/year>. The claim department said they are still investigating the case and can not provide any timeline of when I can get results or my money back. It has been more than 35 days since Chase received my notice. However, Chase neither completes the investigation nor credits my account so far. This is a clear violation of CFR Part 1005 ( Regulation E ) 1005.11 Procedures for resolving errors ( c ) Time limits and extent of investigation Official interpretation of 11 ( c ) Time Limits and Extent of Investigation ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ;","date_sent_to_company":"2024-03-11T13:22:04.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"615XX","tags":null,"has_narrative":true,"complaint_id":"8519040","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-03-11T12:53:20.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to investigate and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."]},"sort":[23.36176,"8519040"]},{"_index":"complaint-public-v1","_id":"17894460","_score":23.29446,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am supplementing my earlier complaint with additional information about identity theft affecting several of my financial accounts. Over the past few months, unauthorized transactions totaling roughly {$4000.00} {$5000.00} appeared on my Chime, XXXXXXXX XXXX ( issued by XXXX XXXX ), XXXX, and XXXX accounts . I filed disputes under claim numbers XXXX, XXXX, and XXXX. When I reported these transactions, Chime representatives assured me that provisional credits would be issued within XXXX business days. Federal rules require banks to investigate reported errors promptlygenerally within XXXX business daysand, if they cant complete the investigation in that time, to issue a provisional credit while the investigation continues. Despite this requirement, Chime canceled my credits without explanation and asked me to refile, causing further delay and financial hardship. \n\nI specifically informed each institution that the transactions were the result of identity theft. XXXX proactively shut down my account for security reasons, and XXXX has begun returning the funds. However, Chime has still not provided provisional credit, and XXXX XXXX has said that my entire account must be locked before they will act. My XXXX account was also compromised without resolution. Several other accounts, including my XXXX and XXXX XXXX cards, remain unaffected, illustrating that the fraud targeted specific institutions. I have kept screenshots of the disputed transactions and communications with each bank. \n\nRegulationE requires institutions to correct errors, inform consumers of their findings, and provide provisional credits during investigations. By withholding these credits and delaying their investigations, the banks mentioned above appear to be out of compliance. The lack of support has left me without access to thousands of dollars while I am dealing with the fallout from identity theft. \n\nThe ongoing delays have also had severe personal consequences. With my funds tied up, I have been kicked out of hotels and forced to sleep outside in the cold. This situation has effectively left me homeless, and the exposure to harsh weather has created serious safety concerns for me. \n\nI respectfully request that the Consumer Financial Protection Bureau review this complaint and ensure that Chime, XXXX XXXX XXXX , and XXXX comply with federal errorresolution requirements. I seek immediate provisional credit for the disputed transactions, timely investigation and resolution, and confirmation that these institutions have adequate fraudprevention procedures. \n\nThank you for your assistance. I appreciate your attention to this matter. \n\nSincerely, XXXX [ XXXX XXXX ]","date_sent_to_company":"2025-11-25T01:06:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"58201","tags":null,"has_narrative":true,"complaint_id":"17894460","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-11-25T00:38:57.000Z","state":"ND","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["My XXXX <em>account</em> was also compromised without resolution. Several other <em>accounts</em>, including my XXXX and XXXX XXXX cards, remain unaffected, illustrating that the fraud targeted specific <em>institutions</em>. I have kept screenshots of the disputed transactions and communications with each bank. \n\nRegulationE requires <em>institutions</em> to correct <em>errors</em>, inform <em>consumers</em> of their findings, and provide <em>provisional</em> <em>credits</em> during investigations."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["Chime <em>Financial</em> Inc"],"sub_product":["Checking <em>account</em>"]},"sort":[23.29446,"17894460"]},{"_index":"complaint-public-v1","_id":"16635971","_score":23.044577,"_source":{"product":"Checking or savings account","complaint_what_happened":"The rules around provisional credit for disputes on debit cards, like the Cash App XXXX XXXX, are governed by a federal regulation in the U.S. called Regulation XXXX ( XXXX XXXX ). \nHere 's a breakdown of the key points regarding provisional credit under XXXX XXXX for XXXX XXXX Transfer ( EFT ) errors, which includes unauthorized or incorrect debit card transactions : XXXX. XXXX XXXX : A financial institution has XXXX business days from receiving the notice of error to complete its investigation. \nXXXX. XXXX XXXX & XXXX XXXX : If the institution can not complete the investigation within those XXXX business days, it can take up to 45 days ( or 90 days in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new accounts ). \nCrucially, to use this extended timeframe ( beyond XXXX business days ), the institution must provisionally credit the consumer 's account in the amount of the alleged error within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the institution takes more than XXXX business days to investigate my dispute, they are generally required to issue a provisional credit within that XXXX window. \nIf they resolve the dispute within XXXX business days, they are not required to issue a provisional credit. \nWhat Cash App 's statement suggests : Cash App 's response ( \" XXXX credits aren't guaranteed or automatictimelines can vary ... '' ) is technically correct in that a credit isn't automatic if they can resolve the dispute quickly ( within XXXX business days ). However, if they need the full extended time ( up to XXXX or 90 days ), they are required by Regulation XXXX to issue the provisional credit within XXXX business days. \nMy situation : i filed the dispute on XX/XX/XXXX. \nIt is now XX/XX/XXXX. \nCounting business days ( XXXX, excluding federal holidays ), the XXXX window has passed by XX/XX/XXXX at latest. \nSince your dispute is \" still under review '' after the XXXX period, and they haven't issued provisional credit, they engaged in illegal tactics.","date_sent_to_company":"2025-10-16T11:33:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33027","tags":null,"has_narrative":true,"complaint_id":"16635971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-16T11:20:47.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Crucially, to use this extended timeframe ( beyond XXXX business days ), the <em>institution</em> must <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the <em>institution</em> takes more than XXXX business days to investigate my dispute, they are generally required to issue a <em>provisional</em> <em>credit</em> within that XXXX window."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[23.044577,"16635971"]},{"_index":"complaint-public-v1","_id":"6063980","_score":22.953526,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Today XX/XX/2022 I'm filing this complaint only because the FTC routed me here first. I've tried to rectify the problem with this company several times. I opened a dispute for a plethora of unauthorized charges on XX/XX/2022, yes I have used the merchant before in the past, which is why I only disputed the unauthorized charges! Fast forward to XX/XX/2022 my claim was closed claiming no error were found. As I stated before on a previous complaint last time the investigation coincidently closed right before 12 CFR Part 1005 ( Reg E ) for my provisional credit to kick in. I did everything correctly. Reported the charges in a timely manner, mailed in Statement Of FrauXXXX via XXXX XXXX mail with a tracking number, and called multiply times to check on my dispute. Each time this company gave me the run around and/or blatantly hangs up in my face, asking for a callback number before every call just not to call you back. The only thing done partially right by this company is issuing me a refund for my replacement card that I ordered expedited, which took longer than advertised. To my surprise I learned that the investigation was reopened on XX/XX/2022 without any notification from this company. Had I not call in I would've never known. Extremely unprofessional but I digress. After finding out the investigation was reopened I rightfully inquired on my provisional credit as that is well within my consumer rights. I was told by one Representative since the investigation was reopened I would have to wait the full 90 days! Can you believe this? Neither can I. My last complaint I also requested proof or any documentation proving their finding on my dispute which is also within my consumer rights, so I can forward to my attorney take a look. Was my request granted? No. I suspect that I wasn't provided that information because they didn't really investigate anything, just decided to side with the merchant! Today XX/XX/2022 after finding out the investigation was reopened I asked for provisional credit as like everyone else I have bills. I was told that a request must be made to that department and it can take another XXXX business days to receive a response not to receive my credit but a response, you would think there would be some urgency since Wisely is already in violation of XXXXode of Federal Regulations. I asked for the department direct phone number or contact and was told that there is no numbers because its an \" Internal Department ''. 10 days have transpired since reopening the investigation Wisely By APD has failed to comply with Regulation E and is in Violation. There is no superiors/supervisor that you can be transferred to and every phone call is designed to make you give up on your hard earned money. The customer service agents each tell you a different lie. None of the agents are educated on consumer laws or customer service. I will be looking into filing a FTC complaint also. These people are borderline crooks, extremely miseducated, and need to be retrain expeditiously. I will end with this since rules, laws, and regulations seems foreign to the Financial Institution Wisely by ADP, 12 CFR 1005.11 - Procedures for resolving errors.\n\n( c ) Time limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ).\n\n( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made.\n\n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made.","date_sent_to_company":"2022-10-08T15:16:11.000Z","issue":"Trouble using the card","sub_product":"Payroll card","zip_code":"33179","tags":null,"has_narrative":true,"complaint_id":"6063980","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ADP Inc.","date_received":"2022-10-08T15:09:27.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to investigate and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"product":["<em>Credit</em> card or prepaid card"]},"sort":[22.953526,"6063980"]},{"_index":"complaint-public-v1","_id":"21319646","_score":22.861542,"_source":{"product":"Checking or savings account","complaint_what_happened":"b\"Back on XXXX XXXX  I found out that on my business debit card with Bank Of America with the following account XXXX XXXX XXXX had been lost misused unauthorized activity on the following dates XXXX XXXX XXXX XXXX  there were 3 unauthorized withdrawals that I reported each found XXXX  for total of XXXX . Ive yet to even get an provisional credit from bank at all and my card was not in my possession either being XXXX XXXX I did lose my card or being XXXX  known for lots of theft via skimming ... I reported this to BOA on XXXX XXXX directly the XXXX  day\\n XXXX Procedures for resolving errors.\\nUnder Regulation E, financial institutions must investigate consumer electronic fund transfer (EFT) disputes promptly, generally within 10 business days of receiving notice of an error. If the investigation takes longer, the institution must provide provisional credit to the consumer's account within those 10 days for the amount of the alleged error.\\n\\nIt has been 11 Days now past federal regulated deadline\"","date_sent_to_company":"2026-04-16T21:32:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97213","tags":null,"has_narrative":true,"complaint_id":"21319646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-16T21:27:53.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I reported this to BOA on XXXX XXXX directly the XXXX  day\\n XXXX Procedures for resolving <em>errors</em>.\\nUnder Regulation E, <em>financial</em> <em>institutions</em> must investigate <em>consumer</em> electronic fund transfer (EFT) disputes promptly, generally within 10 business days of receiving notice of an <em>error</em>. If the investigation takes longer, the <em>institution</em> must provide <em>provisional</em> <em>credit</em> to the <em>consumer</em>'s <em>account</em> within those 10 days for the amount of the alleged <em>error</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[22.861542,"21319646"]},{"_index":"complaint-public-v1","_id":"19444112","_score":22.406729,"_source":{"product":"Prepaid card","complaint_what_happened":"I. Statement of Facts On XX/XX/year>, I filed a dispute regarding unauthorized electronic fund transfers associated with my Crypto.com prepaid debit card. \n\nOn XX/XX/year>, Foris DAX, Inc. issued written notice that my account had been provisionally credited for disputed amounts. The written notice explicitly stated : These temporary credits are being provided while we investigate your claim You will have full use of these funds while we complete our investigation. \n\nSubsequently, my virtual card was restricted. I was informed via chat support that : A routine review had been performed. \nI would no longer be able to perform card purchases or apply for a new card. \nThe restriction applied to card functionality. \nI must wait until the investigation is completed. \nThe matter had been escalated internally. \nNo written explanation was provided specifying the legal or contractual basis for the restriction. \n\nAs a result of this restriction : I can not use my card for purchases. \nI can not apply for a replacement card. \nI can not access the provisionally credited funds through the only instrument authorized for such access. \nI was unable to use my funds during an emergency. \n\nThe company has provided provisional credit but has simultaneously XXXX access to the only mechanism by which the funds may be used.\n\nII. Regulatory Framework Implicated A. Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693f The EFTA requires that when a consumer reports an unauthorized electronic fund transfer, the financial institution must : 1. Conduct a good faith investigation ; 2. Provisionally credit the consumers account within 10 business days if the investigation can not be completed ; 3. Permit the consumer to use the funds during the investigation.\n\nDenying practical access to provisionally credited funds undermines the statutory purpose of the provisional credit requirement.\n\nB. Regulation E 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) When provisional credit is provided, the financial institution must : Provisionally credit the consumers account for the amount of the alleged error, including interest where applicable. \n\nOfficial Interpretations clarify that provisional credit must allow the consumer meaningful access to the funds pending investigation. \n\nIssuing provisional credit while simultaneously disabling card functionality prevents meaningful access and defeats the purpose of provisional credit protections.\n\nC. Consumer Financial Protection Act ( CFPA ) 12 U.S.C. 5531 Unfair Acts or Practices An act or practice is unfair if it : 1. Causes or is likely to cause substantial injury ; 2. The injury is not reasonably avoidable ; and 3. The injury is not outweighed by countervailing benefits.\n\nProviding provisional credit while freezing the instrument required to access those funds : Causes substantial financial injury, Is not reasonably avoidable by the consumer, Provides no apparent countervailing consumer benefit, Particularly where the institution has expressly represented in writing that the consumer will have full use of the funds.\n\nD. Potential Adverse Action / Account Restriction Concerns The company has restricted card privileges without providing : A written explanation of the specific basis for restriction, Notice of adverse action, if applicable, Clear disclosure of whether this restriction is tied to fraud review, compliance review, or dispute activity.\n\nThe lack of transparency raises additional compliance concerns.\n\nIII. Core Compliance Issue The central issue is this : Foris DAX , Inc. explicitly stated in writing that I would have full use of provisionally credited funds during the investigation. \n\nHowever, they simultaneously restricted card functionality and prevented access to those funds. \nThis action renders the provisional credit functionally inaccessible and inconsistent with the protections provided under Regulation E and the Electronic Fund Transfer Act.\n\nIV. Harm Experienced Inability to access funds during an emergency Financial hardship due to inability to use credited funds Lack of clear written explanation Ongoing uncertainty regarding access to funds","date_sent_to_company":"2026-02-12T09:15:41.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"32901","tags":null,"has_narrative":true,"complaint_id":"19444112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Foris DAX, Inc.","date_received":"2026-02-12T09:05:23.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["Denying practical access to <em>provisionally</em> <em>credited</em> funds undermines the statutory purpose of the <em>provisional</em> <em>credit</em> requirement.\n\nB. Regulation E 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) When <em>provisional</em> <em>credit</em> is provided, the <em>financial</em> <em>institution</em> must : <em>Provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> for the amount of the alleged <em>error</em>, including interest where applicable."]},"sort":[22.406729,"19444112"]},{"_index":"complaint-public-v1","_id":"7959581","_score":22.374178,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was a victim of account takeover fraud, once I realized what happened I immediately called USAA on XXXX, the dispute was opened, and investigation began. On XX/XX/ a provisional credit was issued in the amounts of {$2500.00} and {$1900.00}. \nUSAA failed to promptly provide written disclosures to the consumer summarizing the consumers liability for unauthorized EFT 's, failed to provide means to identify the consumer to whom the access devise was issued, failed to provide the telephone number and address for reporting that an unauthorized EFT has been made. \nPer the EFT Act, the financial institution was notified 1 day after the unauthorized electronic transfer and a representative from USAA identified that the device that was used to complete this unauthorized EFT was in fact an android phone, which they were also able to see that the consumer who holds the account at USAA is not an android user. \nThe consumer also filed an FTC report for identity theft as another precaution. USAA has refused to take responsibility for the account takeover fraud and has deemed the consumer liable for the unauthorized ETF. The consumer has done business with USAA in good faith for over 12 years. The consumer has been harmed by losing faith in the financial institution put in place to protect their nonpublic personal information and their money. \nThe EFT Act protects consumers from situations like this under Section 205.6 Consumer Liability & Error Resolution. It states that the extent of the consumers liability is determined solely by the consumers promptness in notifying the financial institution. Other factors may not be used as a basis to hold consumers liable.\n\nUSAA is holding the consumer liable for {$1900.00}. The reversal of the provisional credit has placed the consumers account in the negative and has put the consumer in a vulnerable state. I am in great turmoil and now Im in a financial crisis.","date_sent_to_company":"2023-12-06T16:58:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34761","tags":"Servicemember","has_narrative":true,"complaint_id":"7959581","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2023-12-06T16:52:47.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["It states that the extent of the <em>consumers</em> liability is determined solely by the <em>consumers</em> promptness in notifying the <em>financial</em> <em>institution</em>. Other factors may not be used as a basis to hold <em>consumers</em> liable.\n\nUSAA is holding the <em>consumer</em> liable for {$1900.00}. The reversal of the <em>provisional</em> <em>credit</em> has placed the <em>consumers</em> <em>account</em> in the negative and has put the <em>consumer</em> in a vulnerable state. I am in great turmoil and now Im in a <em>financial</em> crisis."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[22.374178,"7959581"]},{"_index":"complaint-public-v1","_id":"19450788","_score":22.1357,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am writing to formally file a complaint regarding a duplicate ACH withdrawal that posted to my Fifth Third Bank account on XX/XX/year>, in the amount of {$580.00} from XXXX XXXX ( autopay rent ). \n\nThis payment was drafted twice in error. As a direct result of this duplicate transaction, my account became negative and my recent paycheck was fully absorbed. I currently have no access to funds for basic necessities. \n\nI reported this error promptly and was informed that an investigation is pending. However, despite explaining the financial hardship this has caused, I have been told that no provisional credit or temporary assistance can be provided at this time. \n\nUnder Regulation E, financial institutions are required to investigate electronic fund transfer errors and provide provisional credit within the appropriate timeframe if the investigation can not be completed promptly. Given that this duplicate ACH error has directly caused my account to remain negative and left me without access to my own deposited wages, I am requesting the following : 1. Immediate provisional credit for the duplicate {$580.00} ACH transaction while the investigation is ongoing. \n2. Reversal of any overdraft or related fees caused by this error.\n\n3. Written confirmation of the status of my dispute and expected resolution date.\n\nThis situation has created significant financial hardship, and I am requesting urgent review by a supervisor or executive resolution team. \n\nI have banked with Fifth Third in good faith and expect fair treatment in accordance with consumer protection regulations. \n\nPlease respond promptly with a resolution or clear timeline for corrective action. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-02-12T15:52:24.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"19450788","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2026-02-12T15:48:08.000Z","state":"OH","company_public_response":null,"sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["I reported this <em>error</em> promptly and was informed that an investigation is pending. However, despite explaining the <em>financial</em> hardship this has caused, I have been told that no <em>provisional</em> <em>credit</em> or temporary assistance can be provided at this time. \n\nUnder Regulation E, <em>financial</em> <em>institutions</em> are required to investigate electronic fund transfer <em>errors</em> and provide <em>provisional</em> <em>credit</em> within the appropriate timeframe if the investigation can not be completed promptly."],"product":["Checking or savings <em>account</em>"],"company":["FIFTH THIRD <em>FINANCIAL</em> CORPORATION"],"sub_product":["Checking <em>account</em>"]},"sort":[22.1357,"19450788"]},{"_index":"complaint-public-v1","_id":"18411217","_score":22.002228,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am submitting this complaint to formally report serious issues I have experienced as a consumer following my victimization in a romance scam and the subsequent failures of my financial institution ( s ) to properly investigate disputed transactions, issue provisional credits in a timely manner, and provide reasonable consumer protections as required under federal law. \n\nBetween approximately XXXX and XX/XX/year>, I was the victim of a sophisticated romance scam in which an individual deliberately manipulated me through emotional coercion, misrepresentation, and fraud. As a direct result of this scam, more than {$10000.00} was fraudulently withdrawn and transferred from my bank account ( s ) through electronic transactions, debit card activity, and peer-to-peer payment platforms.\n\nUpon discovering the fraud, I promptly notified my financial institution ( s ) and initiated formal disputes for the unauthorized transactions. I provided detailed explanations, timelines, and supporting documentation demonstrating that I was a victim of financial exploitation and fraud. Despite my timely reporting and full cooperation, I have encountered numerous obstacles, including but not limited to : Delays and deficiencies in the investigation of my fraud claims Failure or refusal to issue provisional credits while disputes were under review Inconsistent and unclear communication regarding the status of my disputes Repeated requests for duplicative documentation Treatment that appears to place undue burden and fault on me as the victim As a result of these failures, my accounts were frozen or rendered inaccessible for extended periods of time, leaving me with little to no access to my own funds. This has caused significant financial instability and hardship. \n\nDuring the period in which my disputes remained unresolved, I began receiving threatening phone calls, emails, and collection notices from third-party companies and creditors demanding payment for bills and obligations I was unable to satisfy due to the loss of funds and lack of provisional credits. These collection efforts have caused extreme stress and compounded the harm already suffered due to the scam itself.\n\nI believe my financial institution ( s ) failed to adequately comply with their obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, including requirements related to error resolution, timely investigations, and provisional credit issuance when applicable. Additionally, the lack of consumer protection and support in the context of a documented fraud and exploitation scenario is deeply concerning.\n\nI am respectfully requesting that the Consumer Financial Protection Bureau review this matter, assist in facilitating a fair resolution, and ensure that my financial institution ( s ) : Conduct a thorough and good-faith investigation of all disputed transactions Issue appropriate provisional and/or permanent credits where required Cease actions that exacerbate financial harm to a fraud victim Improve consumer protections for victims of romance and financial scams I am prepared to provide any additional documentation, correspondence, transaction records, or evidence needed to support this complaint. \n\nThank you for your time, attention, and assistance in this matter. I appreciate the CFPBs role in protecting consumers who have been harmed through no fault of their own. \n\nSincerely, XXXX XXXX United States Consumer","date_sent_to_company":"2026-01-02T00:50:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"35022","tags":null,"has_narrative":true,"complaint_id":"18411217","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-01-02T00:30:27.000Z","state":"AL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I believe my <em>financial</em> <em>institution</em> ( s ) failed to adequately comply with their obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, including requirements related to <em>error</em> resolution, timely investigations, and <em>provisional</em> <em>credit</em> issuance when applicable. Additionally, the lack of <em>consumer</em> protection and support in the context of a documented fraud and exploitation scenario is deeply concerning."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[22.002228,"18411217"]},{"_index":"complaint-public-v1","_id":"6796590","_score":21.89109,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/XXXX - {$220.00} XX/XX/XXXX - {$25.00} XX/XX/XXXX - {$350.00} XX/XX/XXXX - {$420.00} XX/XX/XXXX - {$20.00} A dispute was filed on XX/XX/XXXX for the transactions above. These are all XXXX XXXX. I was told that it is still under investigation, but they do not have to provide a provisional credit after 10 business days. \n\n\n( i ) Is received by the institution no later than 60 days after the institution sends the periodic statement or provides the passbook documentation, required by 1005.9, on which the alleged error is first reflected ; ( ii ) Enables the institution to identify the consumer 's name and account number; and ( iii ) Indicates why the consumer believes an error exists and includes to the extent possible the type, date, and amount of the error, except for requests described in paragraph ( a ) ( 1 ) ( vii ) of this section. \n\n( 2 ) Written confirmation. A financial institution may require the consumer to give written confirmation of an error within 10 business days of an oral notice. An institution that requires written confirmation shall inform the consumer of the requirement and provide the address where confirmation must be sent when the consumer gives the oral notification.","date_sent_to_company":"2023-04-06T00:28:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"255XX","tags":null,"has_narrative":true,"complaint_id":"6796590","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ADP Inc.","date_received":"2023-04-06T00:17:43.000Z","state":"WV","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I was told that it is still under investigation, but they do not have to provide a <em>provisional</em> <em>credit</em> after 10 business days."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[21.89109,"6796590"]},{"_index":"complaint-public-v1","_id":"18719741","_score":21.889479,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I noticed that my Bank of America online checking account balance was extremely low, which was unusual. Upon reviewing my account activity, I discovered unauthorized and fraudulent debit card transactions made with XXXX XXXX and XXXX XXXX. The total amount of fraudulent charges was {$2100.00}. \n\nI have been a Bank of America customer for nearly 25 years, and I have always maintained my account in good standing. Because of this long-standing relationship, I was particularly concerned by the banks handling of this matter. \n\nI immediately contacted Bank of America and reported the transactions as fraudulent. I clearly informed the representative that I did not authorize these transactions and requested that they be disputed. I was advised that I would receive a provisional credit within 10 business days while Bank of America conducted its investigation. \n\nWithin a few days, I noticed that XXXX XXXX issued a credit, but I never received a provisional credit for the remaining fraudulent charge from XXXX XXXX. \n\nOn XX/XX/XXXX, after more than 10 business days had passed without receiving the full provisional credit, I contacted Bank of America again regarding the missing amount. The representative was unable to provide clear information and instead told me that the bank had until XX/XX/XXXX, to issue the full provisional credit. I was also provided with a different claims phone number, which caused further confusion. \n\nOn XX/XX/XXXX, I called the provided claims phone number. A different Bank of America representative informed me that the bank had only issued a {$35.00} provisional credit and that it would not issue a provisional credit for the remaining balance, which exceeded {$900.00}. I was also told that Bank of America had up to 90 days to complete its investigation. \n\nThis position misstates and violates Regulation E. Under 12 CFR 1005.11 ( c ) ( 2 ), when a financial institution can not complete its investigation within 10 business days, it must provisionally credit the consumers account for the full amount of the alleged error so that the consumer has use of the funds during the investigation.\n\nAdditionally, 12 CFR 1005.11 ( d ) ( 1 ) requires that the financial institution promptly correct the error or provide provisional credit, and 1005.11 ( b ) ( 1 ) defines unauthorized electronic fund transfers such as those at issue here.\n\nAs of today, Bank of America has failed to comply with these requirements, despite the fact that : The transactions were promptly reported as unauthorized More than 10 business days have elapsed The bank has acknowledged that the investigation is ongoing My checking account funds were removed, causing financial hardship The remaining provisional credit owed to me is {$920.00}.\n\nI am requesting that the CFPB require Bank of America to immediately issue the full provisional credit of {$920.00}, comply with Regulation E ( 12 CFR 1005.11 ), and provide a written explanation for its failure to follow federal consumer protection requirementsparticularly in light of my nearly 25-year customer relationship with the bank.","date_sent_to_company":"2026-01-14T18:00:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"18719741","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-01-14T17:45:05.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under 12 CFR 1005.11 ( c ) ( 2 ), when a <em>financial</em> <em>institution</em> can not complete its investigation within 10 business days, it must <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> for the full amount of the alleged <em>error</em> so that the <em>consumer</em> has use of the funds during the investigation."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[21.889479,"18719741"]},{"_index":"complaint-public-v1","_id":"13420680","_score":21.747341,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint against Navy Federal Credit Union for failing to comply with Regulation XXXX of the Electronic Fund Transfer Act. \n\nOn XX/XX/2025, I reported unauthorized transactions totaling {$590.00} on my account. I promptly submitted all required documentation and fully cooperated with XXXX XXXX investigation. \n\nUnder 12 CFR 1005.11 ( c ) ( 2 ) ( i ), if a financial institution can not complete its investigation within XXXX business days, it must provisionally credit the consumers account for the amount of the alleged error to ensure full access to those funds during the investigation. As of today, XX/XX/2025, it has been XXXX business days, and I have not received a provisional credit nor a valid written explanation of denial or delay. \n\nXXXX XXXX has responded by stating that \" provisional credit is not issued during the appeal process, '' which is inconsistent with XXXX XXXX This delay is causing significant financial hardship. \n\nTheir most recent message declared that they consider this matter closed without resolving the issue, crediting my account, or offering legal justification for their failure to act in accordance with federal law.","date_sent_to_company":"2025-05-09T20:00:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"70737","tags":null,"has_narrative":true,"complaint_id":"13420680","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-05-09T19:52:46.000Z","state":"LA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Under 12 CFR 1005.11 ( c ) ( 2 ) ( i ), if a <em>financial</em> <em>institution</em> can not complete its investigation within XXXX business days, it must <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> for the amount of the alleged <em>error</em> to ensure full access to those funds during the investigation. As of today, XX/XX/2025, it has been XXXX business days, and I have not received a <em>provisional</em> <em>credit</em> nor a valid written explanation of denial or delay."],"product":["<em>Credit</em> card"],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[21.747341,"13420680"]},{"_index":"complaint-public-v1","_id":"20505285","_score":21.661785,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against Capital One regarding their handling of my debit card dispute ( Claim # XXXX ). \n\nI made multiple transactions using my debit card for goods that I never received. As a result, my account was debited without receiving the benefit of the transactions. \n\nI promptly reported this issue to Capital One and filed a dispute. Since then, more than 10 business days have passed. Despite this, Capital One has refused to issue provisional credit and has stated that my claim does not qualify, without providing a clear regulatory basis.\n\nUnder the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005.11 ), financial institutions are required to investigate errors in a timely manner. If the investigation can not be completed within 10 business days, the institution must provisionally credit the consumers account while the investigation is ongoing.\n\nI have made multiple good faith attempts to resolve this matter directly with Capital One, including several written communications requesting updates and clarification of the investigation timeframe. These efforts have not resulted in a resolution or a sufficient explanation.\n\nCapital One appears to be misclassifying my claim to avoid its obligations under Regulation E. I am requesting that Capital One : Issue immediate provisional credit for the disputed amount Provide a written explanation citing the specific law or regulation used to deny provisional credit Confirm that my claim is being properly investigated under Regulation E I am seeking a fair resolution and full compliance with federal consumer protection laws.","date_sent_to_company":"2026-03-23T15:51:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"185XX","tags":null,"has_narrative":true,"complaint_id":"20505285","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-03-23T15:42:39.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005.11 ), <em>financial</em> <em>institutions</em> are required to investigate <em>errors</em> in a timely manner. If the investigation can not be completed within 10 business days, the <em>institution</em> must <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> while the investigation is ongoing."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["CAPITAL ONE <em>FINANCIAL</em> CORPORATION"],"sub_product":["Checking <em>account</em>"]},"sort":[21.661785,"20505285"]},{"_index":"complaint-public-v1","_id":"19033432","_score":21.650349,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am an established Chime member ( account older than 30 days ). On XX/XX/XXXX, I filed a dispute for an unauthorized transaction of ( Dispute # XXXX ) and others. As of today, XX/XX/XXXX, it is the XXXX business day since the dispute was filed. Under Regulation E ( 1005.11 ), if a financial institution is unable to complete its investigation within 10 business days, it is required to provisionally credit the consumer 's account for the amount of the alleged error. Chime has neither resolved the dispute nor issued the legally required provisional credit. Furthermore, I have XXXX other open disputes ( # XXXX and # XXXX ) that remain unresolved past the standard window. Chime support has failed to provide a valid reason for this delay.","date_sent_to_company":"2026-01-27T13:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"19033432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-01-27T12:53:45.000Z","state":"OH","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I am an established Chime member ( <em>account</em> older than 30 days ). On XX/XX/XXXX, I filed a dispute for an unauthorized transaction of ( Dispute # XXXX ) and others. As of today, XX/XX/XXXX, it is the XXXX business day since the dispute was filed. Under Regulation E ( 1005.11 ), if a <em>financial</em> <em>institution</em> is unable to complete its investigation within 10 business days, it is required to <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> for the amount of the alleged <em>error</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["Chime <em>Financial</em> Inc"],"sub_product":["Checking <em>account</em>"]},"sort":[21.650349,"19033432"]},{"_index":"complaint-public-v1","_id":"20859625","_score":21.634653,"_source":{"product":"Checking or savings account","complaint_what_happened":"I dispute Wells Fargos XX/XX/XXXX response. The banks response is insufficient, conclusory, and does not resolve my complaint. I dispute both the denial of my claim and Wells Fargos refusal to refund the overdraft fees tied to the disputed activity. \n\nWells Fargo says it completed research, but its letter does not show a reasonable, documented investigation of the disputed transfers. Under the Electronic Fund Transfer Act and Regulation E, once a consumer gives timely notice of an alleged error, the financial institution must investigate the alleged error, determine whether an error occurred, and report the results to the consumer within the required time. If the institution can not complete the investigation within 10 business days, it may use provisional credit, but the investigation still must be concluded within the applicable regulatory period, and the consumer must have full use of the provisionally credited funds during the investigation. 15 U.S.C. 1693f ( a ), ( c ).\n\nWells Fargos response does not provide the factual basis necessary to justify denial. The letter says only that Wells Fargo did not identify evidence that the payment was made by an alternate method, could not locate charges on an alternate Wells Fargo account, and found the disputed transactions consistent with prior undisputed activity. Those are generalized conclusions, not a transaction-specific explanation showing what records were reviewed, what merchant or network data was obtained, what account evidence was compared, or how Wells Fargo determined that the disputed transactions were actually authorized by me. Regulation E requires a real investigation and a written explanation of findings if the bank concludes no error occurred. 12 C.F.R. 1005.11 ( c ), ( d ).\n\nThe CFPBs official commentary also makes clear that a financial institution must begin its investigation promptly upon receipt of an oral notice and may not delay until it receives written confirmation. It also states that if an error occurred, the institution must correct the error, including refunding any fees imposed by the institution, where applicable. 12 C.F.R. Part 1005, Official Interpretations to 1005.11 ( c ).\n\nI also dispute Wells Fargos apparent effort to rely on prior undisputed activity, receipt of benefit, or a broad transaction pattern instead of proving authorization of the disputed transfers. Under the Electronic Fund Transfer Act and Regulation E, consumer liability for unauthorized electronic fund transfers is limited by law, and the bank must comply with Regulation E before imposing liability on the consumer for an unauthorized EFT claim. 15 U.S.C. 1693g ( a ) ; 12 C.F.R. 1005.6 ( b ) ; Official Interpretations to 1005.11 ( b ). \nThe response is also deficient because it does not provide the documentation underlying Wells Fargos determination. If a financial institution determines that no error occurred, it must provide an explanation of its findings, include notice of the consumers right to request the documents relied upon, and, upon request, promptly provide reproductions of the documents it relied on. 15 U.S.C. 1693f ( d ) ; 12 C.F.R. 1005.11 ( d ) ( 1 ). The CFPBs official commentary further states that the institution must provide copies in understandable form. \n\nI am therefore formally requesting that Wells Fargo produce all documents and data it relied upon in denying my claim and reversing the provisional credit, including but not limited to internal claim notes, transaction logs, account comparisons, merchant information, network records, screenshots, and any other material used to conclude that no error occurred. Regulation E expressly provides that those documents must be produced upon request. \n\nI also dispute Wells Fargos refusal to refund the overdraft fees listed in its own response. Wells Fargo identified XXXX overdraft fees of {$35.00} each, totaling {$420.00}. Those fees are : Account ending in XXXX : XXXX payment posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX Account ending in XXXX : XXXXXXXX XXXX XXXXXXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX * XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX NJ posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX  XXXX XXXX  posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX That is {$420.00} in overdraft fees identified by Wells Fargo . Wells Fargo also says one {$35.00} courtesy refund was issued on XX/XX/XXXX for the XX/XX/XXXX XXXX transaction, which means at least {$380.00} remains outstanding even under Wells Fargos own accounting. \n\nThese fees should not have been dismissed with a blanket statement about Wells Fargos posting practices. The bank still must explain, transaction by transaction and fee by fee, why each overdraft fee remains valid, especially where the fees were tied to disputed transactions and where Wells Fargo reversed provisional credit after denying the claim. The CFPBs official commentary states that if an error occurred, the institution must correct the error, including refunding fees imposed by the institution where applicable, and that upon debiting provisional credit, the institution may not impose fees for items it is required to honor under 1005.11.\n\nWells Fargos letter also states that it reversed the provisional credit of {$74.00} on XX/XX/XXXX. If Wells Fargo debited provisional credit after concluding no error occurred, Regulation E required a written explanation of findings and notice of my right to request the documents relied upon, and those documents must be provided promptly upon request. 12 C.F.R. 1005.11 ( d ) ( 1 ) - ( 2 ) ; 15 U.S.C. 1693f ( d ).\n\nWells Fargos handling of this matter also appears to raise UDAAP concerns under the Consumer Financial Protection Act. The CFPB may prevent a covered person from engaging in an unfair, deceptive, or abusive act or practice in connection with a consumer financial product or service, and it is unlawful for a covered person to engage in an unfair, deceptive, or abusive act or practice. 12 U.S.C. 5531 ( a ), 5536 ( a ) ( 1 ) ( B ). An act or practice is unfair where it causes or is likely to cause substantial injury to consumers, the injury is not reasonably avoidable by consumers, and the injury is not outweighed by countervailing benefits to consumers or competition. 12 U.S.C. 5531 ( c ). Here, Wells Fargo reversed provisional credit, retained overdraft fees, and provided only a conclusory explanation rather than a transparent, evidence-based explanation of how it determined the disputed transactions were authorized. That caused concrete monetary harm to me in the form of unreimbursed fees and charges, and that harm was not reasonably avoidable once the bank controlled the investigation, the provisional credit decision, and the fee determinations. To the extent Wells Fargo failed to conduct a sufficient investigation, failed to provide a meaningful explanation, or retained fees without adequate support, that conduct appears to raise unfairness concerns under UDAAP.\n\nI am asking CFPB to require Wells Fargo to : 1. Reopen the investigation.\n\n2. Produce all documents and evidence relied upon in denying claim number XXXX and reversing the provisional credit. \n3. Provide a transaction-by-transaction explanation of how Wells Fargo concluded the disputed activity was authorized.\n\n4. Provide a fee-by-fee explanation of why each of the 12 overdraft fees remains valid. \n5. Refund all overdraft fees identified in the letter, totaling {$420.00}, or at minimum refund the outstanding {$380.00} Wells Fargo still appears to owe after the single {$35.00} courtesy refund it claims to have issued. \n6. Confirm whether Wells Fargo fully complied with the timing, investigation, provisional credit, written explanation, and document-production requirements of the Electronic Fund Transfer Act and Regulation E.\n\n7. Evaluate whether Wells Fargos conduct also constitutes an unfair act or practice under the Consumer Financial Protection Act/UDAAP provisions. \n\nMy position is straightforward : Wells Fargo has not shown a sufficient basis to deny my claim, has not provided the records it relied upon, and has not justified retaining the overdraft fees listed in its own response. I request that CFPB continue to pursue this matter and require a substantive response with supporting documentation.","date_sent_to_company":"2026-04-01T20:14:33.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"282XX","tags":null,"has_narrative":true,"complaint_id":"20859625","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-04-01T20:09:33.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act and Regulation E, once a <em>consumer</em> gives timely notice of an alleged <em>error</em>, the <em>financial</em> <em>institution</em> must investigate the alleged <em>error</em>, determine whether an <em>error</em> occurred, and report the results to the <em>consumer</em> within the required time."],"product":["Checking or savings <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[21.634653,"20859625"]},{"_index":"complaint-public-v1","_id":"16975317","_score":21.533691,"_source":{"product":"Checking or savings account","complaint_what_happened":"I reported an unauthorized XXXX  Debit Card transaction on XX/XX/year>, in the amount of {$150.00} USD. The transaction details are : Dispute Case ID : XXXX Transaction ID : XXXX Amount : {$150.00} USD XXXX  has failed to comply with the requirements under 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) of Regulation E, which mandates that if an investigation can not be completed within 10 business days, the financial institution must provisionally credit the consumers account for the amount of the alleged error. \n\nNo provisional credit was issued, and I have not received a written explanation or final resolution of the dispute. This constitutes a violation of the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ).","date_sent_to_company":"2025-11-02T20:26:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"687XX","tags":null,"has_narrative":true,"complaint_id":"16975317","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-11-02T20:17:08.000Z","state":"NE","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["The transaction details are : Dispute Case ID : XXXX Transaction ID : XXXX Amount : {$150.00} USD XXXX  has failed to comply with the requirements under 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) of Regulation E, which mandates that if an investigation can not be completed within 10 business days, the <em>financial</em> <em>institution</em> must <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> for the amount of the alleged <em>error</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[21.533691,"16975317"]},{"_index":"complaint-public-v1","_id":"12408709","_score":21.387644,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, I deposited {$3000.00} into my checking account at Frost Bank. After the deposit was processed, I discovered that only {$20.00} was credited to my account. This discrepancy resulted in a loss of {$3000.00}. \n\nI immediately contacted Frost Bank customer service to report the error. I was informed that the bank was 'working on getting my funds ' returned. I have not received any further substantive updates or a resolution to this problem.\n\nAccording to Regulation E of the Electronic Fund Transfer Act, financial institutions are required to investigate and resolve errors within 10 business days of receiving notice. If the investigation takes longer, the bank is required to provide provisional credit to the consumer 's account. \n\nAs of XX/XX/year>, more than 10 business days have passed since I reported the error. Frost Bank has failed to provide either a resolution or provisional credit for the missing {$3000.00}. \n\nI am requesting the CFPB 's assistance in resolving this matter. I demand that Frost Bank immediately credit my account with the missing {$3000.00} and provide a full explanation of the error. I also request that the CFPB investigate Frost Bank 's compliance with Regulation E and take appropriate action to ensure that other consumers are not subjected to similar errors","date_sent_to_company":"2025-03-10T16:20:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"75010","tags":null,"has_narrative":true,"complaint_id":"12408709","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CULLEN/FROST BANKERS, INC.","date_received":"2025-03-10T16:15:05.000Z","state":"TX","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["According to Regulation E of the Electronic Fund Transfer Act, <em>financial</em> <em>institutions</em> are required to investigate and resolve <em>errors</em> within 10 business days of receiving notice. If the investigation takes longer, the bank is required to provide <em>provisional</em> <em>credit</em> to the <em>consumer</em> 's <em>account</em>. \n\nAs of XX/XX/year>, more than 10 business days have passed since I reported the <em>error</em>. Frost Bank has failed to provide either a resolution or <em>provisional</em> <em>credit</em> for the missing {$3000.00}."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[21.387644,"12408709"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":261,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":261}]}},"product":{"doc_count":261,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":166,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":157},{"key":"Other banking product or service","doc_count":7},{"key":"Savings account","doc_count":2}]}},{"key":"Money transfer, virtual currency, or money 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