{"took":220,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":390,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"21683413","_score":16.893448,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Tuesday the XXXX of XXXX, USAA illegally put a hold on my Social Security retirement funds by accepting a wrongful automated order from the California State Franchise Tax Board to freeze my accounts. That order was in error and has since been corrected. The errors that occurred after that order was sent was not the California Franchise Tax Boards fault but was the fault of USAA. As its the banks responsibility to protect these funds. USAA attempted to protect some of the funds but was in error as all the funds were protected by law as the only deposits into the account wa from the Social Security Administration. A senior agent and his supervisor with combined experience of over 40 years was appalled at the total lack of understanding the bank has in regards to the laws and guidelines regarding Social Security protected funds and what the banks duties and responsibilities are as mandated by Federal Law. USAA has completely failed at these federally mandated laws and responsibilities. The senior agent I worked with was shocked and in 18 years of service to the State of California Franchise Tax Board has never seen a bank so completely fail at their duty to protect a clients Social Security funds. He has since, after being contacted by me, functioned as my advocate in having my funds returned. Both agents immediately realized that USAA was in error and tried to call bank personnel and soon realized that USAA had no one they could resolve this issue by phone and initiated a legal order to return the funds. The Membrr Advocate extension is non-working and customer service has no knowledge of who the customer advocate is. This across several calls and employees answering the phones at USAA. Its a shame and very telling when a states tax agency has to advocate for a banks client against the clents own bank in a matter of tax collection. \n\nTo date I have not received a return of my funds from USAA despite a legal order but do still receive bank non cooperation and still lack a point of contact.","date_sent_to_company":"2026-04-28T21:11:28.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"92557","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"21683413","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2026-04-28T19:23:01.000Z","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":["On Tuesday the <em>XXXX</em> of <em>XXXX</em>, USAA illegally put a hold on my Social Security retirement funds by accepting a wrongful automated order from the California State Franchise Tax Board to freeze my accounts. That order was in <em>error</em> and has since been corrected. The <em>errors</em> that occurred after that order was sent was not the California Franchise Tax Boards fault but was the fault of USAA. As its the banks <em>responsibility</em> to protect these funds."]},"sort":[16.893448,"21683413"]},{"_index":"complaint-public-v1","_id":"5622886","_score":14.12768,"_source":{"product":"Debt collection","complaint_what_happened":"Back in XXXX or XXXX, I became I XXXX with my company. We have our cell phones and technology paid for by the our employer. I called XXXX XXXX and had BOTH my cell phone and tablet transferred to the business account. I was clear about transferring both items. The XXXX employee stated that they just needed to get the clearance from my employer. My phone bill was transferred however my tablet was not. I was not contacted about this until a much later date. I didnt hear anything about an outstanding bill until I went into the XXXX XXXX location in XXXX XXXX a couple years later after having an issue with my phone. I remember the store employee telling me that she shouldnt be discussing this with me because its already been turned over to collections. That conversation had to be in XXXX. When I check my credit score, it states that this wont fall off until XXXX!! The tablet was in collection in XXXX so how will this not come off of my credit score until XXXX?? How is this possible. That is WAY past the 7 years something takes to come off of someones credit report. MULTIPLE TIMES, likely XXXX times, I spoke with the collection company that XXXX hired to collect my debt. I requested them to have XXXX XXXX contact to to explain why they never placed the tablet onto our business account in the first place. They continued to call and harass me while I was working for months even years after I requested XXXX contact me and they stop. I want XXXX to explain their error that caused this debt in the first place. My credit has been suffering for years and will continue to suffer because of XXXX error and lack of communication about the debt. The debt is a small amount and can be easily paid. However, this was an error on XXXX part and Jefferson Capital continues to reopen this collection. It should have been off my record years ago but because of an error and Jefferson Capitals shady dealings this continues to be on my credit. This is really a complaint for Jefferson Capital and XXXX XXXX but since the original error was made by XXXX, they need to have most of the responsibility.","date_sent_to_company":"2022-06-01T23:15:54.000Z","issue":"Communication tactics","sub_product":"Other debt","zip_code":"43235","tags":null,"has_narrative":true,"complaint_id":"5622886","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2022-06-01T22:46:43.000Z","state":"OH","company_public_response":null,"sub_issue":"Frequent or repeated calls"},"highlight":{"complaint_what_happened":["It should have been off my record years ago but because of an <em>error</em> and Jefferson Capitals shady dealings this continues to be on my credit. This is really a complaint for Jefferson Capital and <em>XXXX</em> <em>XXXX</em> but since the original <em>error</em> was made by <em>XXXX</em>, they need to have most of the <em>responsibility</em>."]},"sort":[14.12768,"5622886"]},{"_index":"complaint-public-v1","_id":"11668343","_score":14.051325,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"As a user of the Zelle money transfer service, there have been several reported incidents where funds were erroneously sent to the wrong recipients. This situation has often led to the inability to recover the lost funds. The errors typically arise from incorrect entry of either email addresses or phone numbers during the transaction process, which is a common point of user error. \nA critical concern is the lack of adequate disclosures and confirmations provided by Zelle at the time of these transactions. Users do not receive any notification or confirmation that verifies the identity of the intended recipient, which could potentially mitigate errors before the transaction is completed. This absence of clarity creates a significant risk for users who may unwittingly send money to unintended parties. \nMoreover, Zelle does not offer clear instructions or mechanisms for users to recover funds sent to the wrong recipient. Once a transaction is completed, the platform does not provide recourse options, which leaves users without any means of remedy or support for disputes associated with misdirected transactions. This gap in service raises substantial concerns about XXXX XXXX responsibility to its users and the protective measures available in instances of financial loss due to erroneous transactions. \nOverall, these issues highlight a potential deficiency in XXXX XXXX operational safeguards and customer protection policies, calling into question the reliability and accountability of the service for users engaging in electronic money transfers.","date_sent_to_company":"2025-01-17T16:18:15.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"77006","tags":null,"has_narrative":true,"complaint_id":"11668343","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2025-01-17T16:05:15.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The <em>errors</em> typically arise from incorrect entry of either email addresses or <em>phone</em> numbers during the transaction process, which is a common point of user <em>error</em>. \nA critical concern is the <em>lack</em> of adequate disclosures and confirmations provided by Zelle at the time of these transactions. Users do not receive any notification or confirmation that verifies the identity of the intended recipient, which could potentially mitigate <em>errors</em> before the transaction is completed."]},"sort":[14.051325,"11668343"]},{"_index":"complaint-public-v1","_id":"20957064","_score":13.761575,"_source":{"product":"Credit card","complaint_what_happened":"I am a Bilt Rewards member who was subjected to the recent mandatory transition to the new Bilt 2.0 platform. During this process, Bilts payment system executed an duplicate charge of {$4600.00} on XX/XX/year> on my account. This is a direct result of a botched technical migration managed by Bilt.\n\nBilts response to this significant financial error has been entirely unacceptable. I have attempted to resolve this through Bilts support channels multiple times, only to encounter : Unreachability : Bilts provides AI customee support but nearly impossible to talk to a real agent timely. After I received an email back from them, I found the responses generic, automated templates that do not address the issue.\n\nBad Faith \" Pass the Blame '' Tactics : When I finally reached a representative via phone they refused to take ownership of the error, instead instructing me to contact XXXX XXXX. This is a clear attempt to evade responsibility for a migration process that Bilt initiated and managed.\n\nLack of Oversight : As the primary service provider, Bilt has failed to act as a mediator between the customer and the banking partner, leaving me with a {$4600.00} hole in my finances for weeks.","date_sent_to_company":"2026-04-05T04:54:36.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"11101","tags":null,"has_narrative":true,"complaint_id":"20957064","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-04-05T04:46:29.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Bad Faith \" Pass the Blame '' Tactics : When I finally reached a representative via <em>phone</em> they refused to take ownership of the <em>error</em>, instead instructing me to contact <em>XXXX</em> <em>XXXX</em>. This is a clear attempt to evade <em>responsibility</em> for a migration process that Bilt initiated and managed.\n\n<em>Lack</em> of Oversight : As the primary service provider, Bilt has failed to act as a mediator between the customer and the banking partner, leaving me with a {$4600.00} hole in my finances for weeks."]},"sort":[13.761575,"20957064"]},{"_index":"complaint-public-v1","_id":"9857276","_score":13.746629,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to formally file a complaint regarding a mistaken transaction that occurred on XX/XX/year>, involving Zelle. My friend, XXXX XXXX, accidentally sent {$2000.00} via Zelle to an unknown person and the transaction ID is XXXX. ( I attached a screenshot of the transaction details from XXXX just in case. ) This mistake happened because I had been out of the United States for XXXX months, and during that time, my phone number was reassigned to someone else. \n\nUpon realizing the mistake, I contacted both my bank ( XXXX  XXXX XXXX ) and my friend 's bank ( XXXX ) to resolve the issue. However, both banks informed us that they do not have detailed information about the transaction and referred us to Zelle for further assistance. Unfortunately, when we reached out to Zelle, they stated that they could not assist and that we should consult with our respective banks. \n\nI am extremely frustrated by the lack of cooperation and responsibility displayed by these institutions. Despite the involvement of multiple parties, none have taken adequate steps to resolve the situation or provide the necessary information that could help retrieve the funds. \n\nI believe that there should be stronger measures in place to prevent such errors, especially in cases where phone numbers are reassigned without sufficient verification. Additionally, the lack of communication and accountability between the banks and Zelle has made it impossible for us to recover the funds. \n\nI am seeking the CFPB 's assistance in investigating this matter and ensuring that appropriate action is taken by the involved institutions. It is crucial that steps are taken to address this issue and prevent similar situations from happening to others in the future. \n\nThank you for your attention to this matter. I look forward to your prompt response and assistance.","date_sent_to_company":"2024-08-21T06:24:32.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"94703","tags":null,"has_narrative":true,"complaint_id":"9857276","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2024-08-21T05:29:49.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am extremely frustrated by the <em>lack</em> of cooperation and <em>responsibility</em> displayed by these institutions. Despite the involvement of multiple parties, none have taken adequate steps to resolve the situation or provide the necessary information that could help retrieve the funds. \n\nI believe that there should be stronger measures in place to prevent such <em>errors</em>, especially in cases where <em>phone</em> numbers are reassigned without sufficient verification."]},"sort":[13.746629,"9857276"]},{"_index":"complaint-public-v1","_id":"5729017","_score":13.746084,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Comenity bank has had its payment system down since at least XX/XX/2022. I have attempted to make a payment regarding my XXXX 's Mastercard I have with this bank on multiple occasions since this date. They have a new easypay system that does not work and and you get a \" Page Not Found '' error and to contact customer service. When attempting to contact customer service, via phone, you get another message that they are \" experiencing a phone outage and can make an online payment at comenity.net/easypay. '' Yet going back to my previous statement this system is not working. \n\nConsumers are unsure if their data has been breached or when this issue will be fixed. The company keep posting the same message via XXXX, not emailing actual consumers of the ongoing issues. If someone does not have XXXX they would not know what was going on. \n\nThey did post that late fees would we waived for people whose payment were due from XXXX XXXX XXXX and that inability to make a payment will not effect credit scores, via XXXX. I certainly hope that this companies lack of responsibility to its customers truly does not effect my credit score and effect my ability to buy a home in the coming months.","date_sent_to_company":"2022-07-02T15:22:52.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"206XX","tags":"Servicemember","has_narrative":true,"complaint_id":"5729017","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2022-07-02T14:47:11.000Z","state":"MD","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["If someone does not have <em>XXXX</em> they would not know what was going on. \n\nThey did post that late fees would we waived for people whose payment were due from <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> and that inability to make a payment will not effect credit scores, via <em>XXXX</em>. I certainly hope that this companies <em>lack</em> of <em>responsibility</em> to its customers truly does not effect my credit score and effect my ability to buy a home in the coming months."]},"sort":[13.746084,"5729017"]},{"_index":"complaint-public-v1","_id":"15305569","_score":13.650593,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, Valon Mortgage paid the wrong insurance policy taking {$4500.00} from my escrow account. Its takes 7 to 10 business days to process a payment. My policy ended on the XXXX. They were informed in early XXXX that I was not proceeding with that policy due to the ridiculous cost. I & that carrier sent them the cancelation. Due to this, my escrow was drawn negative. So i paid the correct insurance company personally {$2300.00} and sent Valon the receipt. Their customer service manager received it and responded that she would make sure this was acknowledged. \n\nThen on XXXX XXXX, Valon PAID INSURANCE AGAIN to the new carrier, drawing my account well into the negative. When I was notified I called them and notified AGAIN of their error. They then said the carrier had cashed the check and I'd have to wait for a refund. Turns out Valon stopped payment on the check. I had to call and email repeatedly to no avail. I even had to get the new carrier on the phone with valon to tell them they canceled their own check. Only then did Valon admit the check payment was stopped. As of the typing of thos message, Valon STILL refuses to put the escrow money back into my account. \n\nAs a result, I am now paying XXXX a month escrow for XXXX annual expenses. Valon also refuses to relinquish the pmi while my property value to debt at almost 50 %. Valon Mortgage is wildly inept and lacks the ability to manage finances, w\nhile also financially injuring their clients through complete lack of accountability of their own errors and omissions. Which is a practive violation to a year firm who had fiduciary responsibility. Additionally, they are several class action lawsuits against valin for these exact practices.","date_sent_to_company":"2025-08-15T23:51:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"34481","tags":null,"has_narrative":true,"complaint_id":"15305569","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Valon Technologies, Inc.","date_received":"2025-08-15T23:33:25.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["As a result, I am now paying <em>XXXX</em> a month escrow for <em>XXXX</em> annual expenses. Valon also refuses to relinquish the pmi while my property value to debt at almost 50 %. Valon Mortgage is wildly inept and <em>lacks</em> the ability to manage finances, w\nhile also financially injuring their clients through complete <em>lack</em> of accountability of their own <em>errors</em> and omissions. Which is a practive violation to a year firm who had fiduciary <em>responsibility</em>."]},"sort":[13.650593,"15305569"]},{"_index":"complaint-public-v1","_id":"8904309","_score":13.393441,"_source":{"product":"Debt collection","complaint_what_happened":"It is my belief that XXXX XXXX ( XXXX ) has knowingly transmitted a false accounting of my patient responsibility to AMCOL Systems, Inc ( AMCOL ) for debt collection following an XXXX XXXX visit. Additionally, it is my impression that this represents standard business practice and XXXX maintains this through a lack of internal quality review and by preventing patients from contacting an employee with the knowledge and authority to meaningfully assist with billing problems. Finally, the documentation I have provided demonstrates XXXX lack of transparent accounting. \n\nBelow is a sequence of events to detail my efforts to assist XXXX in correcting the inaccurate billing : 1 ) The first bill from XXXX dated XX/XX/XXXX only related to the first line item in the debt transmitted to AMCOL. This first bill was issued prior to Covenants receipt of payment from my insurance provider, XXXX XXXX ( XXXX ). When I inquired with XXXX customer service, I was told that the bill was issued in error and that I should ignore it. \nXXXX ) The second bill from XXXX dated XX/XX/XXXX included a new, additional line item of {$330.00} for the XXXX XXXX charge. The {$12.00} charge did reflect insurance payments but did not reflect a hospital discount I received for paying my copay on site. The XXXX XXXX charge was never billed to XXXX. I contacted XXXX customer service and was told that it appears something is coded wrong, that my account was under review, and it was not like I would be sent to collections. \n3 ) The third bill from XXXX dated XX/XX/XXXX included a Past Due notice and reflected the same amount due as the second bill. I contacted customer service and was told my account was still under review and that I was in level XXXX of collections. \n4 ) The fourth bill from XXXX dated XX/XX/XXXX included the warning that my account is now seriously past due yet still showed the same, inaccurate patient responsibility. I called XXXX and the XXXX representative called XXXX with me on the line. I listened as the XXXX representative informed XXXX of the information required for XXXX to transmit the {$330.00} charge to XXXX for payment. \n5 ) The fifth bill from XXXX dated XX/XX/XXXX was marked as Final Notice. I filed a complaint with the Maine Bureau of Insurance, which issued a letter to XXXX dated XX/XX/XXXX. This prompted XXXX Regulatory and Consumer Affairs division to contact XXXX. XXXX once again provided XXXX with the information required to transmit the charges to XXXX for payment. I received confirmation via email from the Maine Bureau of Insurance and XXXX that XXXX claimed they would put a rush on transmitting the charges to XXXX for payment. \n6 ) I received a debt collection notification from AMCOL Systems , Inc ( AMCOL ) on XX/XX/XXXX that was dated XX/XX/XXXX to collect a total amount of {$340.00}. I responded to AMCOL via a tracked USPS envelope containing a detailed letter disputing the debt along with supporting documentation on XX/XX/XXXX. \n7 ) I contacted XXXX on XX/XX/XXXX and the Maine Bureau of Insurance on XX/XX/XXXX to alert them to the fact that XXXX referred me to debt collections. \n8 ) I contacted XXXX alongside an advocate from Consumers for Affordable Health Care on XX/XX/XXXX. During the phone call I was told that the charge that had not been transmitted to XXXX was dropped from my account that very day and the charges had been recalled from AMCOL that day. I informed the XXXX customer service representative that I expected costs associated with responding to the AMCOL collection letter to be deducted from my patient responsibility. The customer service representative told me she lacked the authority, and I insisted I be managed up to someone with authority. I was told that I could expect a phone call from a supervisor within a day. I also informed the customer service representative that I required the updated account balance in writing and confirmation that the debt had been recalled from AMCOL in writing. \n9 ) I communicated the results of my phone call to XXXX and the Maine Bureau of Insurance on XX/XX/XXXX. The XXXX representative responded and informed me that only a day earlier, on XX/XX/XXXX, when he was speaking with XXXX he was informed that XXXX would still try to transmit the {$330.00} charge to XXXX. \n10 ) I received a call from XXXX at XXXX on XX/XX/XXXX who had received the escalation request from the customer service representative I spoke with alongside the patient advocate. She informed me that the remaining charge reflected another mistake that reduced my patient responsibility to {$0.00}. \n11 ) I received a letter from the XXXX Customer Service Department that my account balance was {$0.00}. The letter only addressed the {$12.00} portion of the debt, in stating it was a hospital error. I have never received written confirmation regarding the hospital error associated with the {$330.00} charge. Additionally, I never received any offer to make me whole after hospital error forced me to defend myself to a debt collector.","date_sent_to_company":"2024-05-03T19:31:04.000Z","issue":"False statements or representation","sub_product":"Medical debt","zip_code":"04401","tags":null,"has_narrative":true,"complaint_id":"8904309","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"AMCOL Systems, Inc.","date_received":"2024-05-01T22:03:55.000Z","state":"ME","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["During the <em>phone</em> call I was told that the charge that had not been transmitted to <em>XXXX</em> was dropped from my account that very day and the charges had been recalled from AMCOL that day. I informed the <em>XXXX</em> customer service representative that I expected costs associated with responding to the AMCOL collection letter to be deducted from my patient <em>responsibility</em>. The customer service representative told me she <em>lacked</em> the authority, and I insisted I be managed up to someone with authority."]},"sort":[13.393441,"8904309"]},{"_index":"complaint-public-v1","_id":"4116923","_score":13.372179,"_source":{"product":"Debt collection","complaint_what_happened":"Dear Sir or Madam, on XX/XX/2021 I was notified by my credit monitoring agency of a negative declaration on my XXXX  credit site. This was generated by Sequium Asset Solution XXXX XXXX XXXX XXXX XXXX XXXX, XXXX GA XXXX. I informed their representative the amount in question was an error. Nothing they could do as their client XXXX had turned this matter over. I have attempted numerous times to have XXXX correct their error. Nothing was done at XXXX due to their lack of coordination in establishing and maintaining accurate customer records. XXXX, XXXX, XXXX /XXXX does not have the ability to verify information with their own subsidiary companies nor share or view billing information on their customers. I decided to start a consumer complaint with the Illinois attorney general 's office. The attorney generals site recommended contacting XXXX, which I did on XX/XX/2021. Speaking with XXXX at XXXX they could not find an issue with my account, after determining the correct account number I was transferred to XXXX XXXX and continued the process of reconciliation, I was then transferred to XXXX at XXXX XXXX XXXX, once again my account could not be reconciled I was then transferred to XXXX in XXXX  XXXX  and informed they cound not see the separate charges for XXXX, XXXX, OR XXXX XXXX XXXX. I was told they can only see records for a certain period of time. From the initial phone solicitation from XXXX I have been mislead by poorly trained representatives who make promises of services ( XXXX XXXX  ) that XXXX can not deliver. Slower speeds of internet are then crammed to the customer. XXXX  takes no responsibility for their representatives misinformation, lack of coordination of customer records and the sends false amounts to a collection agency potentially damaging credit score. XXXX  should resolve this issue, correct the credit report and remove any and all erroneously placed information by their company or subsidiaries.","date_sent_to_company":"2021-02-04T17:09:51.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"605XX","tags":"Older American","has_narrative":true,"complaint_id":"4116923","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Sequium Asset Solutions, LLC","date_received":"2021-02-04T16:21:30.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["From the initial <em>phone</em> solicitation from <em>XXXX</em> I have been mislead by poorly trained representatives who make promises of services ( <em>XXXX</em> <em>XXXX</em>  ) that <em>XXXX</em> can not deliver. Slower speeds of internet are then crammed to the customer. <em>XXXX</em>  takes no <em>responsibility</em> for their representatives misinformation, <em>lack</em> of coordination of customer records and the sends false amounts to a collection agency potentially damaging credit score."]},"sort":[13.372179,"4116923"]},{"_index":"complaint-public-v1","_id":"6133134","_score":12.910431,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, To whomever this finds, I hope you are doing well! \n\nI have been tirelessly trying to fix a XXXX day late error on my credit report that has dropped my score more than XXXX points since XXXX. \n\nThe company in question is Barclays/Barlcaycardus . \n\nOn XX/XX/2020 I made an on-time payment of {$250.00} to my credit card account. On XX/XX/2020 I received an email stating that the payment was received by Barclaycard/Luxurycard . I have photos/screenshots proving this statement. \n\nWhen attempting to make a payment on XX/XX/2020, I was prompted with a past-due 30 day late payment for the month of XXXX. When reaching out to Barclays via phone immediately, I was told that no payment was made in XXXX, and the payment never posted to the account. I told them I received XXXX communication from them stating this prior to my phone call, and was told there was nothing they could do. \n\nIn XXXX of that year I wrote to the Executive Office of Barclays US and told them the story I told you. They investigated the matter and also told me there was nothing to be done and they need to report accurately and the XXXX day late was accurate. However, they also told me that they have no record of their own company sending any notification, email or text/phone call, letting me know the payment didn't go through. The App also reflected that a payment was made.. \n\nThis is the kind of scenario that destroys trust among customers with large institutions and it needs to be looked into. I have been denied loans and come under scrutiny during credit checks because of this. This was not my fault and I should not have to bear the responsibilities of Barclays ( lack of ) actions. \n\nBest Regards","date_sent_to_company":"2022-10-26T21:57:13.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"939XX","tags":null,"has_narrative":true,"complaint_id":"6133134","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2022-10-26T21:33:10.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This was not my fault and I should not have to bear the <em>responsibilities</em> of Barclays ( <em>lack</em> of ) actions. \n\nBest Regards"],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[12.910431,"6133134"]},{"_index":"complaint-public-v1","_id":"15630556","_score":12.868472,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I began the process of opening a new checking business account. When the account was operational it was not appearing in our TD Bank profile on the XXXX platform. XXXX XXXX contacted me with a plethora of excuses and even tried to blame the bank manager. Branch managers can not access the XXXX platform. XXXX then went on vacation and handed her responsibility to XXXX XXXX. He was never available, either out of the office or in all day meetings. On Tuesday XX/XX/XXXX I contacted their supervisor XXXX. she promised to contact me the next day. She never did. I tried to call XXXX XXXX, who was Cced on the emails, her number is not in service. The telephone number for XXXX is also not in service. The general XXXX  customer service could not help and insisted everyone was in all-day meetings. I had no access to my new account and could not get any help. On Friday XX/XX/XXXX I tried to log on and continually got error messages. I called customer service again and was told my XXXX  was \" in-active '' and only XXXX could help. She remained on vacation. I have spent more than 5 hours on the phone trying to get a resolution. Now I can not access any of my accounts and conduct my business. I have bills to pay and payments to be received. These people NEVER informed me that my account was to be made in-active, nor did they have the right to tamper with my account. The incompetence, lack of professionalism, lack of accountability and sheer stupidity defy logic. I have XXXX accounts and at this stage switching banks would cause further disruption to my business. TD Bank and their XXXX  platform personnel are the worst I have ever experienced.","date_sent_to_company":"2025-08-31T14:34:11.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"10022","tags":null,"has_narrative":true,"complaint_id":"15630556","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2025-08-31T14:10:35.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["The incompetence, <em>lack</em> of professionalism, <em>lack</em> of accountability and sheer stupidity defy logic. I have <em>XXXX</em> accounts and at this stage switching banks would cause further disruption to my business. TD Bank and their <em>XXXX</em>  platform personnel are the worst I have ever experienced."]},"sort":[12.868472,"15630556"]},{"_index":"complaint-public-v1","_id":"1849594","_score":12.732486,"_source":{"product":"Consumer Loan","complaint_what_happened":"XX/XX/2015 I paid my XX/XX/XXXX lease payment and set up auto pay for the account. The auto pay did not work. I noticed that the funds were not withdrawn from my account in XX/XX/XXXX by which time I was past due over 30 days and I was reported to the credit agencies. In researching this, it came to light that BMW FS sends out a reminder email within a week after a missed payment. In my case there was a \" clerical error '' which has been admitted by BMW. Yet they will not acknowledge that it is unfair that I was the only customer of theirs that did not receive an email or notice and hence affecting my perfect credit profile adversely. I have had XXXX leases with BMW and spent over XXXX without being late- and yet they refuse to see the correlation between a wring email and lack of notification ( when I set up auto pay thinking all is well ) and the situation that I am in. They also claim their third party sub contractor called me, yet I have no message or record of it ( I have provided my phone bills to them. ) They keep telling me that it is my responsibility - how about a functioning website and having my email input correctly- whose responsibility is that? I believe my track record speaks for itself. Yet they keep telling me by law they have to report me and can not do anything and from what I have been told and have read that is simply not true. \n\nSimply put, why was I excluded from learning of the situation with my account by a misspelled email address in their system- which they have admitted to?","date_sent_to_company":"2016-03-25T23:19:15.000Z","issue":"Managing the loan or lease","sub_product":"Vehicle lease","zip_code":"91423","tags":null,"has_narrative":true,"complaint_id":"1849594","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BMW Financial Services NA, LLC","date_received":"2016-03-25T23:19:15.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have had <em>XXXX</em> leases with BMW and spent over <em>XXXX</em> without being late- and yet they refuse to see the correlation between a wring email and <em>lack</em> of notification ( when I set up auto pay thinking all is well ) and the situation that I am in."]},"sort":[12.732486,"1849594"]},{"_index":"complaint-public-v1","_id":"13817775","_score":12.703608,"_source":{"product":"Student loan","complaint_what_happened":"I am writing to file a formal complaint regarding the handling of my student loan account by the MOHELA. I am experiencing ongoing difficulties related to the verification of my student loan information, which is negatively impacting my ability to manage my loan effectively.\n\nDespite multiple attempts to resolve the issue directly with MOHELA, they have failed to verify my loan status accurately they have not correctly processed my income-driven repayment plan application, my enrollment status has not been updated, resulting in an incorrect repayment schedule, or I submitted documentation for a deferment, but it has not been acknowledged or verified ].\n\nThese delays and lack of communication have caused significant stress and confusion. I have contacted MOHELA several times via phone and written correspondence, but each time I have either received conflicting information or no resolution at all. As a borrower, I rely on my loan servicer to manage my account accurately and transparently, and I feel that MOHELA has failed to meet those responsibilities.\n\nI am requesting the CFPB to investigate this matter and assist in ensuring that MOHELA : 1.Properly verifies my loan status and documentation.\n\n2.Provides a clear and accurate explanation for the delay or error.\n\n3.Resolves the issue promptly and in compliance with federal student loan servicing requirements.\n\nThank you for your assistance in resolving this matter. \nXXXX XXXX social Security XXXX","date_sent_to_company":"2025-05-31T15:10:29.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"90503","tags":null,"has_narrative":true,"complaint_id":"13817775","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2025-05-31T14:41:35.000Z","state":"CA","company_public_response":null,"sub_issue":"Don't agree with the fees charged"},"highlight":{"complaint_what_happened":["These delays and <em>lack</em> of communication have caused significant stress and confusion. I have contacted MOHELA several times via <em>phone</em> and written correspondence, but each time I have either received conflicting information or no resolution at all. As a borrower, I rely on my loan servicer to manage my account accurately and transparently, and I feel that MOHELA has failed to meet those <em>responsibilities</em>."]},"sort":[12.703608,"13817775"]},{"_index":"complaint-public-v1","_id":"7520668","_score":12.506799,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern, I am writing to bring light to unfair business practices by Cash App that have caused me significant stress and financial hardship. On XX/XX/2023, I initiated a transfer of XXXX XXXX from my Cash App account to my XXXX XXXX XXXXXXXX account. Cash App confirmed the transfer would take XXXX business days. \n\nAfter XXXX  days passed without the money appearing in my XXXX XXXX XXXXXXXX account, I contacted XXXX XXXX XXXXXXXX, who informed me that Cash App never initiated the transfer on their end due to a 'computer issue. ' However, the money was also removed from my Cash App account, leaving me without access to my funds. \n\nI have made multiple attempts to contact Cash App by phone and chat to resolve this issue and locate my missing money, but have found their customer service essentially non-functional. Their phone line does not connect, and their chat bot provides unhelpful automated responses without addressing my specific problem. \n\nEssentially, due to technical errors on Cash App 's part, my money has vanished, and I have no way to access or recover it through their customer service channels. This has caused me significant financial distress, as I am unable to pay bills and expenses. \n\nCash App 's lack of reliable customer service and failure to take responsibility for errors that affect users ' money is unacceptable and unethical business conduct. I urge you to look into their technical issues that lead to funds disappearing, as well as improve their customer service response so users like myself have a way to promptly resolve problems. No customer should endure the stress and chaos I've experienced trying to access my own hard-earned money. \n\nI look forward to a satisfactory resolution of this situation by Cash App. Please feel free to contact me with any questions. \n\nRegards, XXXX XXXX XXXX","date_sent_to_company":"2023-09-08T18:56:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"32812","tags":"Older American","has_narrative":true,"complaint_id":"7520668","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-09-08T18:43:58.000Z","state":"FL","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Cash App 's <em>lack</em> of reliable customer service and failure to take <em>responsibility</em> for <em>errors</em> that affect users ' money is unacceptable and unethical business conduct. I urge you to look into their technical issues that lead to funds disappearing, as well as improve their customer service response so users like myself have a way to promptly resolve problems. No customer should endure the stress and chaos I've experienced trying to access my own hard-earned money."]},"sort":[12.506799,"7520668"]},{"_index":"complaint-public-v1","_id":"21455712","_score":12.505386,"_source":{"product":"Credit card","complaint_what_happened":"To Whom It May Concern, I am submitting this complaint regarding the unauthorized opening of a line of credit and fraudulent charges made in my name involving XXXX and Fortiva XXXX. \n\n* * Summary of Issue : * * A charge of {$240.00} was initiated by XXXX and financed through Fortiva Credit without my knowledge or consent. I did not authorize any line of credit, nor was I notified that such an account had been opened in my name. I only became aware of this account after being contacted by Fortiva regarding a minimum payment due. \n\n* * Documented Timeline of Communications : * * * * * XX/XX/XXXX : * * Phone call with XXXX regarding the issue * * * XX/XX/XXXX : * * Follow-up phone call with Vivint * * * XX/XX/XXXX : * * Phone call with Vivint where XXXX was explicitly told the issue would be corrected, the charge removed, and I would be refunded. I also received an email from XXXX on this date confirming their error ( copies attached ) * * * XX/XX/XXXX : * * Additional follow-up phone call with Vivint regarding XXXX to resolve the issue * * * XXXX & XXXX : * * Multiple phone calls made to Fortiva XXXX XXXX XXXX dispute the account and charges ; however, dispute access was limited to restrictive hours that were not reasonably accessible Despite Vivint acknowledging their error both verbally and in writing, the charge was not removed. Instead, it was processed through Fortiva Credit without my authorization or notification. I was subsequently informed of a payment obligation for an account I did not open. \n\n* * Key Concerns : * * * Unauthorized opening of a line of credit in my name * Lack of notification regarding the account and financing arrangement * Failure to correct a known and admitted error * Billing and collection activity on a fraudulent account * Barriers to dispute resolution through the creditor * * Requested Resolution : * * * Immediate closure of the Fortiva Credit account associated with this matter * Removal of all charges and balances * Written confirmation that I bear no financial responsibility * Removal of any related entries from all credit reporting agencies * Formal written confirmation that the matter has been resolved I have attached printed email documentation from XXXX acknowledging their error. \n\nThis complaint may be used for submission to the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and for documentation in a local police report. \n\nI certify that the above information is accurate to the best of my knowledge and reflects a legitimate case of unauthorized account activity. \n\nSincerely, XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-04-21T20:24:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"23832","tags":null,"has_narrative":true,"complaint_id":"21455712","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Atlanticus Services Corporation","date_received":"2026-04-21T20:02:43.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["<em>responsibility</em> * Removal of any related entries from all credit reporting agencies * Formal written confirmation that the matter has been resolved I have attached printed email documentation from <em>XXXX</em> acknowledging their <em>error</em>."]},"sort":[12.505386,"21455712"]},{"_index":"complaint-public-v1","_id":"3089355","_score":12.3643465,"_source":{"product":"Debt collection","complaint_what_happened":"My auto lease was handled by Ally ( XXXX. XXXX XXXX XXXX, MN XXXX ; XXXX ). I have contacted the lender on multiple occasions, having spent many hours on the phone to resolve what is an internal billing schedule error on Ally 's part. In short, I have made every monthly payment, and a review of my payments verifies that I send my payment every month via my online billpay, consistently between the XXXX of the month. I was informed by a representative several years ago now that they would in fact fix their billing due date on their internal systems so that I would not be charged late fees/penalties. This was never done and they have now for years continued to carry a balance on my account for wrongful late charges. Several days before I turned the vehicle in ( lease came due in XX/XX/2018 ), I spent over an hour on the phone yet again disputing the {$100.00} charges and was told that the amount would be discharged in its entirety without any negative impact. Yet, I continue to receive bills every month for this amount and am now being threatened with notice of intent to report negative credit information. I AM ABSOLUTELY APPALLED BY THESE DECEPTIVE AND FRAUDULENT PRACTICES OF ALLY AUTO AND REFUSE TO PAY THIS INACCURATE CHARGE. THEY HAVE SHOWN AN ABSOLUTE UNWILLINGNESS TO ACT FAIRLY AND IN ACCORDANCE WITH THE LAW AND SIMPLY RESOLVE THIS, ESSENTIALLY DISREGARDING THE MULTIPLE ASSURANCES I WAS GIVEN BY MULTIPLE REPRESENTATIVES THAT THIS WOULD BE REMEDIATED. AND, HOLDING A NEGATIVE CREDIT REPORT OVER MY HEAD ONLY REINFORCES THEIR UTTER LACK OF CUSTOMER SERVICE AND CHOICE TO BULLY CUSTOMERS RATHER THAN ACCEPT RESPONSIBILITY.","date_sent_to_company":"2018-12-02T19:00:23.000Z","issue":"False statements or representation","sub_product":"Auto debt","zip_code":"970XX","tags":null,"has_narrative":true,"complaint_id":"3089355","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2018-12-02T15:21:13.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["AND, HOLDING A NEGATIVE CREDIT REPORT OVER MY HEAD ONLY REINFORCES THEIR UTTER <em>LACK</em> OF CUSTOMER SERVICE AND CHOICE TO BULLY CUSTOMERS RATHER THAN ACCEPT <em>RESPONSIBILITY</em>."]},"sort":[12.3643465,"3089355"]},{"_index":"complaint-public-v1","_id":"17957662","_score":12.337461,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I contacted Capital One regarding my {$2900.00} airline travel credit, which I intended to redeem for a XXXX XXXX flight. The Capital One XXXX XXXX would not load my booking options, so I spoke with multiple agents over a period of XXXX hours attempting to resolve the issue. \n\nDuring XXXX of these calls, a Capital One agent explicitly instructed me to book the flight directly with XXXX XXXX and assured me that the travel credit could be applied afterward. I confirmed this instruction twice to ensure I was following the correct procedure. Based on these instructions, I purchased the tickets for {$3300.00}. \n\nAfter the purchase, I called back and spoke with a supervisor, who stated that the problem would be resolved within XXXX hours and that I would receive a callback confirming the resolution. I never received a callback, and the issue remains unresolved. \n\nTo make matters worse, XXXX agent later informed me that the travel credit was a total loss and that I would not be able to recover it, despite following the companys instructions exactly. Each representative I have spoken with since has provided conflicting information, and no one has taken responsibility for the original agents guidance. \n\nAs a result, I have been misled, spent a significant amount of time on the phone, and incurred financial harm due to Capital Ones repeated errors and lack of accountability. The failure to resolve this issue demonstrates poor internal communication and negligence on the part of the company.","date_sent_to_company":"2025-11-27T05:40:40.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"78526","tags":null,"has_narrative":true,"complaint_id":"17957662","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-11-27T05:18:42.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Each representative I have spoken with since has provided conflicting information, and no one has taken <em>responsibility</em> for the original agents guidance. \n\nAs a result, I have been misled, spent a significant amount of time on the <em>phone</em>, and incurred financial harm due to Capital Ones repeated <em>errors</em> and <em>lack</em> of accountability. The failure to resolve this issue demonstrates poor internal communication and negligence on the part of the company."]},"sort":[12.337461,"17957662"]},{"_index":"complaint-public-v1","_id":"3090224","_score":12.2847,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2018, I received a notification that a hard inquiry had been added to my Equifax credit report. Upon checking the origin of the inquiry, it was noted that XXXX XXXX ( Telephone Companies ) was the creditor making such inquiry. I not authorize an inquiry to my credit report, I have not in the past or in the present, had any association of services with XXXX, nor have I made any inqiuiries for their services, been contacted by any representative of XXXX or received any solicitations for their services. I immediately filed an on-line dispute with Equifax and received an error message to contact them regarding the results of their investigation. Equifax did place a fraud alert on my report that is to flow across to the other credit reporting agencies, but noted I would need to contact XXXX to have the inquiry removed from my report since only the creditor could authorize it's removal.. \n\nI've spent the better part of 3 days making numerous phone calls to XXXX in an attempt to speak with someon who could direct or assist. me to the proper deopartment and authorize removal of this inquiry. Dozens of calls to several of XXXX ' published customer assistance phone numbers continually placed me in an electronic holding pattern, one time for ( 3 ) hours with a recording that all representatives were currently busy assisting other customers. Of the dozens of calls made, only twice did I finally get a live person ( one in the credit department and another in wireless services department ) neither of whom could assist me because it wasn't within the scope of their departments ability. Both suggested I contact the credit reporting agency and dispute the issue with them and request the inquiry be removed. Both provided a phone number to the Wireless Services Fraud Department that again, kept placing me on hold without answer. \n\nI've been repeatedly attempting to contact the XXXX XXXX Fraud department ( as directed ) at the phone number provided by the Customer Service Representatives only to go on hold for extensively long periods oftime. To this date, I still haven't spoken with anyone that can actually assist to correct this issue. \n\nAs a consumer, I'm deeply concerned about the ease of which this fraudulent and unauthorized inquiry could be made to my credit report and correspondingly personal and private information. This is the second unauthorized, unsolicited inquiry made within two years. The same lack of assistance and remediation existed in that incident too. I'm concerned about the lack of responsibility and assistance I've been experiencing to remedy this matter, remove the hard inquiry from my report and prevent further potential issues against my reportable credit status.","date_sent_to_company":"2018-12-03T21:37:31.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"195XX","tags":"Older American","has_narrative":true,"complaint_id":"3090224","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-12-03T20:10:09.000Z","state":"PA","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["The same <em>lack</em> of assistance and remediation existed in that incident too. I'm concerned about the <em>lack</em> of <em>responsibility</em> and assistance I've been experiencing to remedy this matter, remove the hard inquiry from my report and prevent further potential issues against my reportable credit status."]},"sort":[12.2847,"3090224"]},{"_index":"complaint-public-v1","_id":"12792953","_score":12.245355,"_source":{"product":"Student loan","complaint_what_happened":"My federal student loans were transferred to Mohela and were completely mismanaged from the start. I was placed on forbearance, which ended in XX/XX/XXXX. However, I was never notified that my forbearance had ended or that I was expected to resume payments. I did not receive any billing statements, due date reminders, or alerts via email, phone, or mail. \n\nMohela continued to send communications to outdated and inaccessible contact information. The phone number on file belonged to my late mother, who passed away in XXXX, and the email address linked to the account is one I no longer use. I also never set up or accessed my Mohela online account, so I was completely unaware they were posting important messages to a portal I never logged into or knew existed. \n\nDue to this serious lack of proper notification, all XXXX of my loan accounts were marked as missed in XX/XX/XXXX and reported as being over 160+ days late to the credit bureaus. This single reporting event has severely damaged my credit score, undoing over 12 years of responsible credit building. I only became aware of the issue when I reviewed my credit report in XX/XX/XXXX. \n\nI immediately contacted Mohela and explained the situation in detail. Despite the clear breakdown in communication and failure to use valid contact methods, the representative informed me that nothing could be done and offered no further assistance or escalation. \n\nI am sincerely requesting that all late payment notations for XX/XX/XXXX be removed from my credit reports across all bureaus. \n\nI believe this situation reflects a clear servicing error and a failure of duty to properly notify a borrower of changes to loan status. I should not be penalized for missed payments I was never given a fair opportunity to make. After speaking with a Mohela representative in XX/XX/XXXX, I immediately took responsibility and created a financial plan to bring my account currentan opportunity I was never given before due to their lack of communication. Had I been properly notified, I would have taken these steps much earlier to avoid any negative impact.","date_sent_to_company":"2025-04-02T01:47:14.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"90031","tags":null,"has_narrative":true,"complaint_id":"12792953","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"MOHELA","date_received":"2025-04-02T01:10:37.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["After speaking with a Mohela representative in XX/XX/<em>XXXX</em>, I immediately took <em>responsibility</em> and created a financial plan to bring my account currentan opportunity I was never given before due to their <em>lack</em> of communication. Had I been properly notified, I would have taken these steps much earlier to avoid any negative impact."]},"sort":[12.245355,"12792953"]},{"_index":"complaint-public-v1","_id":"14357759","_score":12.244503,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I am writing to formally dispute a serious clerical and technical error related to my account, which resulted in failed automatic ACH payments over 68 days, from approximately XXXX through XX/XX/year>. \n\nIn good faith, I scheduled automatic payments via Westlakes customer using accurate banking information. The last four digits of the routing number used by your system exactly match my bank 's routing number, confirming that the account information entered was correct and aligned with my banking institution. I was unaware of any errors in the payment information and received no notification regarding any issues Until Today, XX/XX/year>. This lack of communication and failure to identify the problem reflects a clear lapse in Westlakes customer service and payment processing systems. \n\nOn XX/XX/year>, I spoke with Customer Service Supervisor XXXX XXXX, who acknowledged the following key issues : There were payment attempts made by Westlake Financial between XXXX and XX/XX/year>, to an Account that had incorrect Information. \n\n\nThere were no notices, calls, emails, or system alerts issued to notify me of any unpaid balances during this period. \n\n\nHe confirmed there is no system record of the account information used to process any payments during the disputed period. \n\n\nHe mentioned the system had been experiencing internal issues, which may have contributed to the problem. \n\n\nHe stated that he annotated the issue and would be forwarding the matter to XXXX management team for further review. \n\nAdditionally, I contacted my bank, which confirmed that no ACH payment attempts from XXXX XXXX were submitted or declined between XXXX and XX/XX/year>. The only activity that occurred today, XX/XX/year>, was when I made a manual payment of {$250.00} to avoid any further escalation, including repossession, negative credit reporting, or late fees. \n\nDespite my consistent efforts to meet my financial responsibilities and use the self-service app, email, and phone communication channels provided, XXXX failed XXXX notify me or process my payments for over XXXX months. This is a significant breach of XXXX XXXX 's responsibilities under federal lending and consumer protection laws.","date_sent_to_company":"2025-06-29T22:39:13.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"48203","tags":null,"has_narrative":true,"complaint_id":"14357759","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Westlake Services, LLC","date_received":"2025-06-29T22:21:55.000Z","state":"MI","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["Despite my consistent efforts to meet my financial <em>responsibilities</em> and use the self-service app, email, and <em>phone</em> communication channels provided, <em>XXXX</em> failed <em>XXXX</em> notify me or process my payments for over <em>XXXX</em> months. This is a significant breach of <em>XXXX</em> <em>XXXX</em> 's <em>responsibilities</em> under federal lending and consumer protection laws."]},"sort":[12.244503,"14357759"]},{"_index":"complaint-public-v1","_id":"2817684","_score":12.2138405,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, I received an unsolicited phone call from someone claiming to work at Wells Fargo. The person said there was a problem with our upcoming automatic payment draft in XX/XX/XXXX and asked me to provide our bank account and routing number. \n\nThis phone call occurred the day after XXXX. I was in no position to give out our bank information through an unsolicited caller. I expressed my concern to the caller and then went online to wellsfargo.com to check our account after hanging up. Everything looked in order. Our bank account information had not changed in years. I sent Wells Fargo a secure message online and expressed my concern for what I believed to be a phishing call. \n\nOur payment went through online in XX/XX/XXXX but never was reduced in our bank account. About a week after the payment online was posted, Wells Fargo sent us an email stating the payment could NOT go through. I went online and tried to re-enter our same bank account information and it said it was already on file. I then deleted our information on file and tried to set up a manual electronic payment from a savings account. I doubted it would go through and also re-entered the same original bank account information and tried to set up a manual payment. \n\nEventually both payments went through. Again, Wells Fargo did not explain why manual payments could go through fine but it was our fault / our bank 's fault for an unexplained error in pulling an automatic payment. Upon request, Wells Fargo returned the payment from the alternative account, leaving just one payment made for XX/XX/XXXX. \n\nI scheduled a manual electronic payment for XX/XX/XXXX and it just recently went through. Wells Fargo has yet to acknowledge its error or lack of responsibility for the XX/XX/XXXX phone call that did nothing to accept responsibility for the problem. \n\nIn a letter dated XX/XX/XXXX, Wells Fargo send me a letter saying that they have reviewed our complaint and said that since they told us the call in XX/XX/XXXX was legitimate, we were warned of the problem with our automatic payment. Therefore we had no reason to be frustrated or upset. \n\nWells Fargo is a huge company that acts without apparent care for an individual mortgage payer. We have never missed a payment and try to pay extra whenever we can. It feels like they are being deceptive, using practices like unsolicited calls around the holidays that an average consumer would be wary of, and taking no accountability for why their system can still not set up an automatic payment for a bank account that had worked just fine for years. \n\nWe asked for some type of financial compensation / credit to our account for the inconvenience. We also asked that no negative credit reporting be done on our account. \nWhile they ignored the former request and promised the latter, I think this company needs to be reviewed again for deceptive practices. Thank you.","date_sent_to_company":"2018-02-17T22:52:22.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"50265","tags":null,"has_narrative":true,"complaint_id":"2817684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-02-17T22:27:39.000Z","state":"IA","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":["Wells Fargo has yet to acknowledge its <em>error</em> or <em>lack</em> of <em>responsibility</em> for the XX/XX/<em>XXXX</em> <em>phone</em> call that did nothing to accept <em>responsibility</em> for the problem. \n\nIn a letter dated XX/XX/<em>XXXX</em>, Wells Fargo send me a letter saying that they have reviewed our complaint and said that since they told us the call in XX/XX/<em>XXXX</em> was legitimate, we were warned of the problem with our automatic payment. Therefore we had no reason to be frustrated or upset."]},"sort":[12.2138405,"2817684"]},{"_index":"complaint-public-v1","_id":"2134271","_score":12.157928,"_source":{"product":"Mortgage","complaint_what_happened":"Dear Shellpoint Mortgage Company, C/O XXXX XXXX I have received the loan modification agreement from Shellpoint and it does not reflect the terms you laid out in the XXXX XXXX, XXXX letter you sent me stating : \" Note that the total new principal balance under the modification is projected to be {$160000.00}, and {$49000.00} of that balance would be deferred. The deferred balance is non-interest bearing, and you would not make payments on the deferred balance : however, the deferred balance will become due and payable in full once the loan matures. '' The offer I received is for paying on the full balance of {$160000.00}, with no deferred balance. When I called customer service, I was told the offer is what it is and there is no other option, without anyone picking up the phone to talk to you or any other supervisor. I thought we had worked out our differences with the lack of attention paid to my account and the multiple errors being made on account of Shellpoint Mortgage Services. \n\nIn addition, your XXXX XXXX, XXXX letter requested that I set up a meeting time and date by emailing you at XXXX. I did this as you requested and as of XXXX XXXX, XXXX I have yet to have a representative from Shellpoint Mortgage Service call me to discuss the concerns I communicated to you about the \" batch errors '' on my account. In addition, in the same letter you mention \" posted to your loan in error '', refunded to you in error '' and made at the request of a Shellpoint employee, in error. '' It seems to me that there are a lot of errors happening and little to rectify the situation. \n\nI also mention duplicate PMI payments which you wrote off as \" disbursements for XXXX XXXX and XXXX XXXX were skipped. '' Another error perhaps? Or how about if you look back at the data you will see the skipped payments you mentioned actually were made on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX and on XXXX/XXXX/XXXX for XXXX/XXXX/XXXX. \n\nI have worked hard on getting Shellpoint to take responsibility for the \" errors '' which have altered my account. I honestly believed we came to an agreement with you last letter and am disappointed that I now have to continue to fight with you to get the agreement you sent me in writing on XXXX XXXX, XXXX.","date_sent_to_company":"2016-09-27T18:24:04.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"06066","tags":null,"has_narrative":true,"complaint_id":"2134271","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2016-09-27T18:24:03.000Z","state":"CT","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["When I called customer service, I was told the offer is what it is and there is no other option, without anyone picking up the <em>phone</em> to talk to you or any other supervisor. I thought we had worked out our differences with the <em>lack</em> of attention paid to my account and the multiple <em>errors</em> being made on account of Shellpoint Mortgage Services. \n\nIn addition, your <em>XXXX</em> <em>XXXX</em>, <em>XXXX</em> letter requested that I set up a meeting time and date by emailing you at <em>XXXX</em>."],"company_public_response":["Company believes complaint is the result of an isolated <em>error</em>"]},"sort":[12.157928,"2134271"]},{"_index":"complaint-public-v1","_id":"3055659","_score":12.117949,"_source":{"product":"Student loan","complaint_what_happened":"About 2 months ago I applied for a Loan Indulgence which was not approved to me, the same day, the same representative who answered me by phone told me that I could apply for a Payment Arrangement and that when it was approved all the late payments that already I had accumulated, that they were like 2, they would disappear. I was waiting, 15 days, I had no answer and I called them, supposedly the application was pending. They spent almost 2 months, which I have been calling every 10 days to know about the application and they always told me that it was pending. It turns out that today XX/XX/2018, almost 2 months later a representative tells me that the payment arrangement had not been approved because \" I ALREADY HAD NO BENEFITS '', that is, why did not the first person tell me???? It turns out that I ask to speak with a MANAGER and I explain everything again, in the end it tells me that my PAYMENT ARRANGEMENT application had not been approved because I had not put in the form how much I was willing to pay!!!!!!! How is it possible!!! That is, if I lack information in the document, what is fair and professional is that THEY call me and inform me!!!!! NOOOOOO, I kept accumulating late payments, they were reporting to my credit and finally they sent the account to a collection agency. \nI want to make a retroactive work in my account, to listen to ALL MY CALLS MADE IN THE LAST 2 MONTHS, to see that I have not stopped communicating with them trying to find a XXXX solution to that account. After they explained to me that my benefits were exhausted, they invited me to apply for a Payment Arrangement in which I had to fill out a form and send it. Apparently 2 months later, I discovered by one of the managers, that my application for a Payment Arrangement was not approved, BECAUSE I DID NOT PAY THE AMOUNT OF MONEY THAT I WAS WILLING TO PAY EACH MONTH! It is my responsibility to fill out the form correctly, but it is also the responsibility of this company to inform its customers when there is an error like this. I was never informed that my application was incomplete, I was never informed that my application was denied, after 2 months and after my account was sent to collection, after requesting to speak with a Manager, I learned all this. It is a lack of professionalism on your part.","date_sent_to_company":"2018-10-24T19:01:06.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"33133","tags":null,"has_narrative":true,"complaint_id":"3055659","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSWORLD SYSTEMS INC","date_received":"2018-10-24T17:35:38.000Z","state":"FL","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["It is my <em>responsibility</em> to fill out the form correctly, but it is also the <em>responsibility</em> of this company to inform its customers when there is an <em>error</em> like this. I was never informed that my application was incomplete, I was never informed that my application was denied, after 2 months and after my account was sent to collection, after requesting to speak with a Manager, I learned all this. It is a <em>lack</em> of professionalism on your part."]},"sort":[12.117949,"3055659"]},{"_index":"complaint-public-v1","_id":"5254781","_score":12.028155,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, Please help me. After years of waiting on XXXX to remove an incorrect 30 day late I am growing frustrated and XXXX 'S lack of knowledge and care about correcting a wrong delinquent charge is stressing me out and it is their responsibility to adjust this and yet I have been waiting years with no results promised to me. \n\nCovid has hit and I have been unable to reach proper departments and I have sent letters and spoken to agents in the past who have assured me that an error on the part of the merchant would be corrected after I provided proof of that letter to XXXX. The 30-Day late REMAINS on my credit report, which also affects my nephew who is a JOINT holder on this account. \n\nXXXX is being extremely lazy and irresponsible, they are ignoring my multiple requests for correction and ruining 2 separate humans beings ' credit reports. I have perfect credit and always have, this is absolutely torturing me and no one at this company does what they say. \n\nI will sue very soon because they had 30 days to correct this, I was told by multiple agents the change would be done within the end of the month years ago and it is still there! \n\nPlease, pull my phone calls, check the email communications between myself, my nephew and XXXX and retrieve the letter from XXXX XXXX XXXX which takes full responsibility for incorrectly charging another clients services on my credit card on file and my account because those clients had the same last name as me. I was not there, I was not aware and this is absolutely unfair on my credit report. I have spoken to multiple people and so has my nephew and nothing has changed! Because I never charged anything or authorized any charges this payment went unseen until my credit report tanked and so did my nephews, yet it was not our fault. \n\nFORCE XXXX TO DO THEIR JOB, PLEASE!","date_sent_to_company":"2022-02-24T05:13:42.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"91401","tags":null,"has_narrative":true,"complaint_id":"5254781","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-02-24T00:13:36.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["After years of waiting on <em>XXXX</em> to remove an incorrect 30 day late I am growing frustrated and <em>XXXX</em> 'S <em>lack</em> of knowledge and care about correcting a wrong delinquent charge is stressing me out and it is their <em>responsibility</em> to adjust this and yet I have been waiting years with no results promised to me."]},"sort":[12.028155,"5254781"]},{"_index":"complaint-public-v1","_id":"5254780","_score":12.028155,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, Please help me. After years of waiting on XXXX to remove an incorrect 30 day late I am growing frustrated and XXXXXXXX XXXX lack of knowledge and care about correcting a wrong delinquent charge is stressing me out and it is their responsibility to adjust this and yet I have been waiting years with no results promised to me. \n\nCovid has hit and I have been unable to reach proper departments and I have sent letters and spoken to agents in the past who have assured me that an error on the part of the merchant would be corrected after I provided proof of that letter to XXXX. The 30-Day late REMAINS on my credit report, which also affects my nephew who is a JOINT holder on this account. \n\nXXXX is being extremely lazy and irresponsible, they are ignoring my multiple requests for correction and ruining 2 separate humans beings ' credit reports. I have perfect credit and always have, this is absolutely torturing me and no one at this company does what they say. \n\nI will sue very soon because they had 30 days to correct this, I was told by multiple agents the change would be done within the end of the month years ago and it is still there! \n\nPlease, pull my phone calls, check the email communications between myself, my nephew and XXXX and retrieve the letter from XXXX XXXX XXXX which takes full responsibility for incorrectly charging another clients services on my credit card on file and my account because those clients had the same last name as me. I was not there, I was not aware and this is absolutely unfair on my credit report. I have spoken to multiple people and so has my nephew and nothing has changed! Because I never charged anything or authorized any charges this payment went unseen until my credit report tanked and so did my nephews, yet it was not our fault. \n\nFORCE XXXX TO DO THEIR JOB, PLEASE!","date_sent_to_company":"2022-02-24T05:13:42.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"91401","tags":null,"has_narrative":true,"complaint_id":"5254780","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-02-24T00:13:36.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["After years of waiting on <em>XXXX</em> to remove an incorrect 30 day late I am growing frustrated and XXXXXXXX <em>XXXX</em> <em>lack</em> of knowledge and care about correcting a wrong delinquent charge is stressing me out and it is their <em>responsibility</em> to adjust this and yet I have been waiting years with no results promised to me."]},"sort":[12.028155,"5254780"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":390,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":390}]}},"product":{"doc_count":390,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":107,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":105},{"key":"Other personal consumer report","doc_count":2}]}},{"key":"Mortgage","doc_count":77,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":50},{"key":"FHA mortgage","doc_count":16},{"key":"VA 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