{"took":75,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1249,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4250788","_score":18.30658,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened up a Citi Bank account online. At that time I was provided my account number to both my checking and savings account. I was able to make an online account with that information. My landlord needed me to XXXX over some money for the months rent and it gave me an error message of access blocked I called the Citi Bank customer service line and was promised to get a call back by the end of the day. Never got a call back. Called again the next day and one rep told me incorrect information just to get me off the phone saying I had to wait on my card to even make an account and that the block was lifted. So I tried to make the transfer again and it gave me the same error message. I called once again and got the same answer about my account being under review and I will get a call within 24 hours. All in all, my funds are in a jam at this bank and there was no reason what so ever given to me about why my account is under review in the first place.","date_sent_to_company":"2021-03-27T18:02:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33312","tags":null,"has_narrative":true,"complaint_id":"4250788","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-03-27T17:51:26.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["So I tried to make the transfer again and it gave me the same <em>error</em> <em>message</em>. I <em>called</em> once again and got the same answer about my account being under review and I will get a <em>call</em> within 24 hours. All in all, my funds are in a jam at this bank and there was no reason what so ever given to me about why my account is under review in the <em>first</em> place."]},"sort":[18.30658,"4250788"]},{"_index":"complaint-public-v1","_id":"7424786","_score":18.195358,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I was approved for a loan in XXXX of XXXX. The term was two years. My final payment was due XX/XX/XXXX. I made several attempts to make the final payment via their website and I received an error message. Afraid that resubmitting my payment would cause double the amount to be withdrawn from my checking account I logged off. I waited a few days to see if the payment would go through. I logged on again XX/XX/XXXX and not only did I get the same error message but now I see there's a late fee! I called their customer service line and was left on hold for 6 minutes the first time, 10 minutes the second time and I waited 10.5 minutes the third time when one of their agents suddenly disconnected the call. I believe this is Upgrade 's attempt to charge me additional fees and to negatively impact my credit.","date_sent_to_company":"2023-08-18T22:53:02.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"94544","tags":null,"has_narrative":true,"complaint_id":"7424786","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UPGRADE, INC.","date_received":"2023-08-18T22:38:32.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> their <em>customer</em> service line and was left on hold for 6 minutes the <em>first</em> time, 10 minutes the second time and I waited 10.5 minutes the third time when one of their agents suddenly disconnected the <em>call</em>. I believe this is Upgrade 's attempt to charge me additional fees and to negatively impact my credit."]},"sort":[18.195358,"7424786"]},{"_index":"complaint-public-v1","_id":"2127688","_score":18.042675,"_source":{"product":"Mortgage","complaint_what_happened":"I wired a payment of {$58000.00} to Nationstar Mortgage on XXXX XXXX, 2016 at XXXX this payment was not applied. My first attempt to correct this error was a phone call to XXXX Nationstar Mortgage customer service line on XXXX/XXXX/16 @ XXXX this phone call was received by a customer service agent, XXXX at ext. XXXX which lasted 16 min., 28 sec. XXXX acknowledged the mistake of the payment not being applied to the correct account and that this would be corrected and taken care of within 3 business days. There was a Collection call from Nationstar Mortgage to the borrower on XXXX XXXX, 2016 which prompted the borrower to call and alert me that the error had not been corrected. I immediately called Nationstar to check on the status and spoke to a customer service agent XXXX at ext. XXXX which lasted 37 min., 41 sec. Per XXXX, XXXX did nothing to rectify the error but she would send to the appropriate division and the error would be taken care of in 3 business days. I called Nationstar Mortgage 3 days later on XXXX XXXX @ XXXX and spoke to XXXX at ext. XXXX she told me that the error was not corrected which prompted me to speak to a manager. I was transferred to XXXX XXXX at ext. XXXX. Per XXXX, he sees the error and will correct within 5 business days. I called and left a message on XXXX voice mail XXXX XXXX @ XXXX no return call so I called to leave another message on XXXX voice mail XXXX XXXX @ XXXX but I was disconnected during the transfer. I called back and left a 2nd voice mail for XXXX on XXXX XXXX @ XXXX No return call so I called and left a 3rd message for XXXX on XXXX XXXX @ XXXX I received a return call from XXXX on XXXX XXXX @ XXXX this phone call lasted 12 min., 4 sec. Per XXXX, the error is being corrected but some of the funds are \" missing. '' I told him that I have a wire confirmation of the amount received by Nationstar and if funds were \" missing '' then it was Nationstar 's responsibility to find the funds but in the meantime the payoff should be applied to the borrowers account so it shows paid in full. I also told XXXX that I would file a complaint with the CFPB if this was n't rectified immediately. XXXX XXXX, 2016 the borrower came in to my office with a final notice to obtain insurance and a mortgage statement showing the error still has not been corrected and that Nationstar is going to force place hazard insurance on this mortgage loan. The statement shows that there is still a balance of {$2600.00}.","date_sent_to_company":"2016-09-27T17:31:52.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"62002","tags":null,"has_narrative":true,"complaint_id":"2127688","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2016-09-23T19:02:18.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My <em>first</em> attempt to correct this <em>error</em> was a phone <em>call</em> to XXXX Nationstar Mortgage <em>customer</em> service line on XXXX/XXXX/16 @ XXXX this phone <em>call</em> was received by a <em>customer</em> service agent, XXXX at ext. XXXX which lasted 16 min., 28 sec. XXXX acknowledged the mistake of the payment not being applied to the correct account and that this would be corrected and taken care of within 3 business days."]},"sort":[18.042675,"2127688"]},{"_index":"complaint-public-v1","_id":"3522588","_score":17.872107,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have had a Cerulean card by XXXX XXXX for two months now. The first month I tried to make a payment ( the card had an automatic {$99.00} balance ) I was not allowed to make a payment online. I called in and made a payment by phone and was told they would wave the {$10.00} charge for making payment by phone. so next payment is due XX/XX/2020 Again tried to make a payment and was given the same error message as the first time. ( Error 3811 Credit Account not Authorized to use this application for ACH. This account is marked as unauthorized. Please contact customer support XXXX. ) I call customer support and try to make a payment via the phone system. I enter my banking info and then I'm transferred to customer Service. I'm told that they would wave the {$10.00} fee this one time and then I thought the payment was made ... received an confirmation email and everything. The funds are still not out of my bank account and I got an email from the credit card company say that my payment was declined. There is no activity at all in my bank statement and the bank said that they did not receive a request for payment. I just want to be able to pay my bill, should not be this hard.","date_sent_to_company":"2020-02-07T16:15:34.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"85326","tags":null,"has_narrative":true,"complaint_id":"3522588","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Continental Finance Company, LLC","date_received":"2020-02-06T18:06:55.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["The <em>first</em> month I tried to make a payment ( the card had an automatic {$99.00} balance ) I was not allowed to make a payment online. I <em>called</em> in and made a payment by phone and was told they would wave the {$10.00} charge for making payment by phone. so next payment is due XX/XX/2020 Again tried to make a payment and was given the same <em>error</em> <em>message</em> as the <em>first</em> time. ( <em>Error</em> 3811 Credit Account not Authorized to use this application for ACH. This account is marked as unauthorized."]},"sort":[17.872107,"3522588"]},{"_index":"complaint-public-v1","_id":"2913753","_score":17.704868,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I logged in XX/XX/XXXX to make a payment that was due XX/XX/XXXX, when I selected the make a payment option I received several errors that prevented any payments. I took a screenshot of the messages, i attempted to email the items but Capital One didn't have an option to email or chat. Because I was traveling abroad I didn't have an option to call. I got back into the states Monday and attempted to make a payment again, and again received an error message, I called in and spoke to a technical support representative and they were able to help me get the error message cleared. I also asked can they waive the late because of the error with their website, and the representative was able to have the late fee reversed. My account is in a temporary restricted status for 4 months and should have been lifted after this payment. I asked the rep and she replied that it was still in a restricted status but used the term \" permanent ''. This lead me to ask more questions because I had never heard of this status and I blatantly ask the rep if my account is closed, she replied no several times but was very elusive with the verbiage. But after being transferred to a supervisor, closed and permanently are virtually the same thing, closed is just customer initiated. I asked why there wasn't a notification sent telling my account is \" permanently '' restricted versus temporary restricted as I'm signed up for virtually all notifications. She had no answer, and basically said it was on me to login if i wasn't receiving notifications. I am confused because waiving the fee was acknowledging that there was faulty on behalf of Capital One because of the website issues but they won't move my account back into the temporary status which was due to the error. I just want my account to be moved to a temporary status with the option to have it fully restored. This isn't the first time calling Capitol One about website payment issues but this is the first time I've put up a fight and Capital One showed their true colors. I attached the error messages from XX/XX/XXXX and from XX/XX/XXXX showing that the payment options never displayed just showed a loading icon then an error message.","date_sent_to_company":"2018-05-21T16:09:00.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"151XX","tags":null,"has_narrative":true,"complaint_id":"2913753","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2018-05-21T15:28:07.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I attached the <em>error</em> <em>messages</em> from XX/XX/XXXX and from XX/XX/XXXX showing that the payment options never displayed just showed a loading icon then an <em>error</em> <em>message</em>."]},"sort":[17.704868,"2913753"]},{"_index":"complaint-public-v1","_id":"2476393","_score":17.578758,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XXXX XXXX, 2017, I tired to make an online purchase of {$24.00}. The merchant claimed to have not received the funds and directed me to contact the American Express Gift Card Service Center. I made contact with Amex, not easily as they do not offer an option to talk with a customer service rep and if you press 0 for an operator the menu starts all over again. The only way I was able to visit with a service representative was to select the telephone option for lost or stolen card. You will then be transferred to a foreign country, XXXX???, and then can speak with an agent. I was informed the problem resided with the merchant. I called the merchant and was told they never received funds and something must have gone wrong during submission. I called Amex back and was told I would have to wait 2 -  7 days for the transaction to be credited back to my gift card. It took the entire 7 days to receive the credit. First complaint why tell a customer it will take 2 - 7 days for the credit when they know it will take the full seven days. This is simply a lie!! Meanwhile, once the funds did credit back to my card, this morning I tried to make the purchase again and yet received the same problem! I immediately contacted Amex was told the same lie about a 2 - 7 day waiting period to receive a credit. Of course I argued with the incompetent service reps with Amex as they could not understand the error message of \" Return & AVS ''. Please see attached documents showing the same message with each transaction. Amex has no idea how to read their own error message and are completely unwilling to offer average customer service. I contacted the merchant again and sent the print out of card charges and they were able to identify the problem. The statement of charges shows the transaction was returned. I called Amex and they refused to do anything, other than waiting another 7 days for the refund to post. They should clearly credit the card back immediately after seeing the message of \" Return AVS ''.","date_sent_to_company":"2017-05-05T14:06:33.000Z","issue":"Trouble using the card","sub_product":"Gift card","zip_code":"77304","tags":null,"has_narrative":true,"complaint_id":"2476393","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2017-05-05T13:29:31.000Z","state":"TX","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["Of course I argued with the incompetent service reps with Amex as they could not understand the <em>error</em> <em>message</em> of \" Return & AVS ''. Please see attached documents showing the same <em>message</em> with each transaction. Amex has no idea how to read their own <em>error</em> <em>message</em> and are completely unwilling to offer average <em>customer</em> service. I contacted the merchant again and sent the print out of card charges and they were able to identify the problem."]},"sort":[17.578758,"2476393"]},{"_index":"complaint-public-v1","_id":"4672016","_score":17.551285,"_source":{"product":"Mortgage","complaint_what_happened":"Specialized Loan Servicing LLC has not paid my city taxes even though they have been collecting the money and have it in my escrow account. I've attempted to get them to rectify this for weeks. My first message to them through their online customer service notifying them of the error was on XX/XX/XXXX. They gave me a number to call and the number only gave an address to write a letter to. On XX/XX/XXXX I wrote a notice of error letter and mailed to them which they have not responded to. I've since sent 3 more messages and talked to someone that was supposed to take care of it. The final due date is XX/XX/XXXX, tomorrow and after a month of trying to get them to pay the taxes and accruing late fees they owe nothing has been done. Reaching them by phone is nearly impossible since the automated phone tree for taxes ends with an address to respond in writing with no option for a representative. The online contact us only responds with they can't help and I have to call the number.","date_sent_to_company":"2021-08-30T11:18:24.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"223XX","tags":null,"has_narrative":true,"complaint_id":"4672016","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2021-08-30T11:00:22.000Z","state":"VA","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":["My <em>first</em> <em>message</em> to them through their online <em>customer</em> service notifying them of the <em>error</em> was on XX/XX/XXXX. They gave me a number to <em>call</em> and the number only gave an address to write a letter to. On XX/XX/XXXX I wrote a notice of <em>error</em> letter and mailed to them which they have not responded to. I've since sent 3 more <em>messages</em> and talked to someone that was supposed to take care of it."]},"sort":[17.551285,"4672016"]},{"_index":"complaint-public-v1","_id":"5130253","_score":17.517708,"_source":{"product":"Mortgage","complaint_what_happened":"Specialized Loan Servicing made a billing error on my first statement after they purchased my loan from XXXX, and in their error, they are charging me {$670.00} in late fees, on an account that has never been late. I tried to call customer service, as well as fax my request with copies of my previous mortgage statement that shows the account was paid up to date, and the company did not resolve the issue, multiple customer service agents said they would look into the issue and contact me back, they never did. After multiple attempts at phone calls, messages, and faxes, one of the customer service team members lets me know that unless my request is mailed to a XXXX XXXX they completely ignore it. If the request is not mailed to the XXXX XXXX within XXXX days, the fee becomes valid, even though they charged it in error. I have now mailed the request with all supporting documentation to the XXXX XXXX they have, and I am working through the process of correcting this issue with them. I am filing a complaint because their process is incredibly difficult for a consumer to follow in order to notify them of their own billing problems. The po box address is hidden in \" fine print '' on the statement and is not easily accessible through regular view in their website.","date_sent_to_company":"2022-01-20T13:38:25.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"33029","tags":"Older American","has_narrative":true,"complaint_id":"5130253","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2022-01-20T13:23:40.000Z","state":"FL","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":["I tried to <em>call</em> <em>customer</em> service, as well as fax my request with copies of my previous mortgage statement that shows the account was paid up to date, and the company did not resolve the issue, multiple <em>customer</em> service agents said they would look into the issue and contact me back, they never did. After multiple attempts at phone <em>calls</em>, <em>messages</em>, and faxes, one of the <em>customer</em> service team members lets me know that unless my request is mailed to a XXXX XXXX they completely ignore it."]},"sort":[17.517708,"5130253"]},{"_index":"complaint-public-v1","_id":"4278996","_score":17.51308,"_source":{"product":"Mortgage","complaint_what_happened":"PHH Mortgage has deceptive practices that prevent customers from paying their bills in advance. Here are the facts : I recently refinanced my mortgage, in which my loan was sold from XXXX Loans to PHH Mortgage ( hXXXX XXXX XXXX ) in XXXX. As I am vigilant about paying my bills, and often pay my mortgage in advance, I was concerned when after making my first payment with PHH through their mobile app, I was no longer able to pay my mortgage in advance through the app, as I received an error message stating \" You are not eligible to make a payment at this time '' and prompting me to call XXXX. I immediately called the company and they informed me that the error would go away as it was only there because I just made a payment and it was still processing. A few weeks went by and the error message did not go away and it did not allow me to pay my mortgage in advance, which is a major red flag as I never had this issue ( preventing me from paying the mortgage ) with any other mortgage company that I have had ( XXXX  XXXX XXXX and XXXX Loans ). I called them back again and this time the rep told me that I could not make electronic payments in the app until I signed an amendment, which he would mail to me, a detail that was not provided to me when I initially called a few weeks earlier when I first saw the error message. I also asked for the amendment to be emailed so I could get an electronic copy of the amendment, which he said he would do. Fast forward a week later, no email, no amendment in the mail and I am now getting closer to the due date for the mortgage. I called PHH again on XXXX. XXXX, and this time, after stating that I never received the amendment, the rep said to give it more time for it to arrive in the mail. I then noted that I got other promotional emails from PHH but none that included the digital copy of the amendment they would be mailing. When I asked for them to email me a copy of what they allegedly mailed to me, they told me they did not have a copy in their system. Another red flag as I would imagine all customer communications need to be documented especially for an amendment which they make appear to be a standard requirement for all customers to sign. As of XXXX there is still no resolution, which is why I am filing a formal complaint as I am concerned PHH Mortgage is executing deceptive practices with its customers in order to prevent them from paying their mortgage in advance and currently putting me at risk for not paying my bills on time. I also just discovered that as of XX/XX/2021, this company has a class action lawsuit against them in connection with unauthorized servicing fees, seems like this is another deceptive practice that should be investigated.","date_sent_to_company":"2021-04-07T18:56:33.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33319","tags":null,"has_narrative":true,"complaint_id":"4278996","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2021-04-07T17:32:35.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>called</em> them back again and this time the rep told me that I could not make electronic payments in the app until I signed an amendment, which he would mail to me, a detail that was not provided to me when I initially <em>called</em> a few weeks earlier when I <em>first</em> saw the <em>error</em> <em>message</em>. I also asked for the amendment to be emailed so I could get an electronic copy of the amendment, which he said he would do."]},"sort":[17.51308,"4278996"]},{"_index":"complaint-public-v1","_id":"16707567","_score":17.410439,"_source":{"product":"Mortgage","complaint_what_happened":"I have been attempting to contact PHH Mortgage to notify them that I recently became XXXX and am in the process of applying for financial relief through the Florida XXXX Assistance XXXX ( HAF ). My goal was to ensure PHH is aware of my situation and to ask what documentation or verification they require from me or from the XXXX program. \n\nI first attempted to contact PHH Mortgage by phone on XX/XX/year>, at multiple times during the day, but each call resulted in a recorded message stating, Due to unforeseen circumstances, we are unable to assist, and then the call disconnected. \n\nI then attempted to contact them through their official websites customer message portal, but each time the page displayed a XXXX XXXX error, preventing submission of any messages or requests. \n\nAs of today, I have not been able to reach any representative or receive any response. I am seeking to establish communication so that my HAF assistance application can be properly coordinated with PHH Mortgage and to request temporary payment deferral or forbearance while my HAF and XXXX ( SSDI ) applications are under review.","date_sent_to_company":"2025-10-20T14:08:00.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"320XX","tags":null,"has_narrative":true,"complaint_id":"16707567","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-10-20T13:57:05.000Z","state":"FL","company_public_response":null,"sub_issue":"Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu"},"highlight":{"complaint_what_happened":["I <em>first</em> attempted to contact PHH Mortgage by phone on XX/XX/year>, at multiple times during the day, but each <em>call</em> resulted in a recorded <em>message</em> stating, Due to unforeseen circumstances, we are unable to assist, and then the <em>call</em> disconnected. \n\nI then attempted to contact them through their official websites <em>customer</em> <em>message</em> portal, but each time the page displayed a XXXX XXXX <em>error</em>, preventing submission of any <em>messages</em> or requests."]},"sort":[17.410439,"16707567"]},{"_index":"complaint-public-v1","_id":"5717606","_score":17.210215,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Experian does not allow me to upload supporting documentation for an active dispute I filed a dispute with Experian on XX/XX/2022, requesting they adjust the status of the bankruptcy from \" filed '' to \" discharged ''. The dispute was initiated and I was advised to upload supporting documents via www.experian.com/XXXXXXXX XXXX XXXX XXXX ). The instructions are as follows : \" Please select at least one document to upload. You may upload up to five documents totaling XXXX megabytes. Accepted document formats are TIFF ( in black and white ) and PDF. '' Using XXXX XXXX as the internet browser, I attempted uploading a black & white PDF document, which was XXXX in size ( much less than the maximum XXXX allowed ). This upload attempt failed. I then tried uploading in a different browser, XXXX XXXX, which resulted in the same error message. I then tried uploading a TIFF type document in black and white, and the same error message occurred. Each time, the error message stated that the file type was either incorrect or too large. \nI called Experian to inquire as to why this was happening, as I was following the instructions closely. Experian representative said there is nothing that can be done and to just mail the supporting documents to their address in Texas. \nThis is a terrible system with terrible customer service that disables the customer 's ability to efficiently submit documentation that -- is already superfluous in the first place -- other credit bureaus report accurately on. Experian needs to be held accountable for their intentionally laborious, convoluted, and stalling processes and tactics.","date_sent_to_company":"2022-06-28T20:06:09.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"27540","tags":null,"has_narrative":true,"complaint_id":"5717606","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-06-28T19:35:59.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I then tried uploading in a different browser, XXXX XXXX, which resulted in the same <em>error</em> <em>message</em>. I then tried uploading a TIFF type document in black and white, and the same <em>error</em> <em>message</em> occurred. Each time, the <em>error</em> <em>message</em> stated that the file type was either incorrect or too large. \nI <em>called</em> Experian to inquire as to why this was happening, as I was following the instructions closely."]},"sort":[17.210215,"5717606"]},{"_index":"complaint-public-v1","_id":"18580556","_score":17.180946,"_source":{"product":"Credit card","complaint_what_happened":"CFPB Complaint Draft Company : Citibank , N.A . ( Citi Cards ) Product : Credit Card Issue : Returned payment / returned check fees Amount in dispute : {$60.00} ( {$30.00} on XX/XX/year>XXXX  and {$30.00} on XX/XX/year>XXXX  ) What happened I am submitting this complaint regarding two returned payment ( returned check ) fees assessed by Citibank on my credit card account on XX/XX/year>XXXX  ( {$30.00} ) and XX/XX/year>XXXX  ( {$30.00} ). \n\nThe issue arose from an initial online payment that was returned. After the first returned payment, I proactively contacted Citi by phone on XX/XX/year>XXXX  to cancel or stop any further payment attempts. During that call, I specifically asked whether Citi could prevent additional payment attempts and related fees. \n\nThe Citi representative I spoke with on XX/XX/year>XXXX  told me not to cancel the payment and advised me to let the process happen, implying that the matter would be resolved without additional adverse consequences. Relying on this guidance from Citi, I did not take further action to block the payment attempts. \n\nDespite my call and reliance on that advice, Citi re-attempted the payment and assessed a second returned payment fee. \n\nI made additional calls on XX/XX/year>XXXX  and XX/XX/year>, including a conversation with a representative named XXXX, who informed me that at least one of the returned payment fees could be waived, but that the fees had not yet posted and would need to be addressed afterward. \n\nOnce the fees posted, Citi representatives and a supervisor later refused to honor those representations, stating the fees were valid and could not be waived. Citi also stated they were unable to review call recordings or provide an audit of my prior calls, despite my specific references to dates, times, and agent names. \n\nWhy this is a problem I attempted in good faith to stop additional payment attempts after the first returned payment. \n\nI relied on explicit instructions from a Citi representative who advised me not to cancel the payment and to allow the process to proceed. \n\nCiti later assessed additional fees directly contrary to that guidance. \n\nCiti can not or will not verify internal call records, yet denied relief without investigating or reconciling conflicting information provided by their own agents. \n\nI was effectively penalized for following Citis instructions. \n\nWhat I am asking for Reversal or credit of at least one returned payment fee ( {$30.00} ), and preferably both, as a matter of fairness and reliance on Citis representations. \n\nA review of Citis internal call logs and agent notes from XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. \n\nWritten clarification of Citis policy regarding cancellation of ACH payment attempts after an initial return, and how consumers are protected when relying on agent instructions. \n\nAdditional information I have preserved a full transcript of my Citi chat interactions documenting Citis refusal to review prior calls or provide call audit information. I am willing to provide dates, approximate times, and agent names to assist Citi in reviewing the calls.\n\nPhone call Dated XX/XX/XXXX, XXXX I had a phone call with \" XXXX '' at XXXX XXXX for 22 minutes. We reviewed this case, I asked him to connect me with \" XXXX '' whom he told me he was unaware of and unable to connect me with. I asked him for a confirmation number which he told me he would not be able to send me until AFTER the phone call was completed. I confirmed with him my email over the phone, XXXX. However, despite the phone call finishing much time ago, I still have not recieved an email confirmation of our discussion, or my complaint, despite his reassurance prior to hanging up on me. \n\nXXXX XXXX XXXX XXXX XXXX XXXX, XXXX. I'm Citi Bot, and I'm here to help with your account questions. \nHere are a few of the many topics I can help you with or feel free to ask a question. \nCustomer Message I would like to dispute my return check fees dated to XX/XX/year>, and XX/XX/year>XXXX  Read Alright, what kind of fee do you need help with? \nAnnual Fee Late Payment Fee Cash Advance Fee Foreign Purchase Transaction Fee Returned Payment Fee Balance Transfer Fee Customer Message representative Read Sure, I'll connect you with a representative. I'm always learning new things, so maybe I'll be able to help next time. \nYou're now connected to : XXXX XXXX XXXX I would like to dispute my return check fees dated to XX/XX/year>, and XX/XX/year>XXXX  Read Thank you for waiting. You are now connected with XXXX Thank you for reaching Citi live chat representative. My name is XXXX! While I take couple of minutes to review the interaction with BOT. I would like to understand if this is your first interaction with the chat agent for this query? \nThank you for reaching Citi live chat representative. My name is XXXX! While I take couple of minutes to review the interaction with BOT. I would like to understand if this is your first interaction with the chat agent for this query? \nCustomer Message No Read Sure, I would be happy to assist you regarding return check fee dispute As when a payment has been initiated Citi makes three attempts to request for payment from your payment bank, if the payment has been returned after the first attempt a return check fee will be charged to the account and Citi will make a second attempt to request for payment with your payment bank again.\n\nCustomer Message Can I have the fees waived Read XX/XX/year> RETURN CHECK FEE {$30.00} XX/XX/year> RETURN CHECK FEE {$30.00} Are you referring to this both fees? \nCustomer Message yes Read Customer Message You can see I attempted to pay an online payment on XX/XX/year>XXXX  as well which successfully posted Customer Message I made several calls over this time frame as well to cancel the initial payment Read Customer Message I spoke with XXXX on XX/XX/year> regarding this incident and he told me that he would be able to waive at least one of the fees Read With my best efforts I tried to waive off the return check fee from my end ; however, I received the below message : Unfortunately, we are unable to waive the return check fee for you, if the returned check fee is due to Bank error, have your Bank write to Citi Cards XXXX XXXX XXXX XXXX XXXX, MO XXXX Customer Message can you write them o my behalf? \nRead I tried my best to waive the fee for you, if there was anything possible from my end, I would have been more than happy to help you, however, it is not possible to waive the fees from my end. \nWe can not do that at the moment, and you will have to take a follow from your end if it's a bank error. \nCustomer Message yes lets escalate Read Let me transfer this chat to our dedicated supervisor to explore further options here.\n\nA representative is on the way. They'll be here soon. \nYou're now connected to : XXXX Thank you for contacting Citi, my name is XXXX. I am one of the supervisors on chat. \nKindly allow me 1-2 minutes as I check through the previous conversation. \nTo make sure I understand correctly, you're inquiring about waive off for this return check fee : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX  RETURN CHECK FEE - XXXX {$30.00} XX/XX/scrub>XXXX XXXX XXXX XXXX XXXXXX/XX/year> RETURN CHECK FEE - XXXX  {$30.00} You havent responded in a while. Please send a message to keep this conversation open. \nIf the returned check or return check fee is due to Bank Error or incorrect, I request you to have your Bank write to : Citi Cards XXXX XXXX XXXX XXXX XXXX, MO XXXX I have tried to waive off the return check fee from the account, but unfortunately the request to waive off the return check fee got denied as it is valid fee on the account, I really apologize for this. \nIts been over 4 minutes 15 seconds since weve heard from you. If we dont hear from you, the conversation will end. You can start a new conversation at any time. \nCustomer Message I called on XX/XX/XXXX to cancel the second attempt at billing my account Delivered Customer Message Sorry XXXX XXXX XXXX XXXX XXXX  At that time I was told that this would be able to be resolved Delivered Customer Message I called again on XX/XX/XXXX and spoke with XXXX who also informed me that I would be able to rescind one of the fees, he could not do it at that time as neither of the fees had posted yet Customer Message I would like to lodge a formal complaint with a consumer protection agency Read I'm really sorry, but once any payment get processed on the account and it get posted on the account, we do not have option to stop the attempt to take the payment or cancel the payment, once any payment is processed on the account, our system will make maximum 3 attempts to take the payment, if all 3 attempts gets failed to take the payment, the payment will get returned from the account and a return check fee will get accrued on the account. \n\n\nAnd I'm really sorry, but as we're working on the chat platform, unfortunately, we're not able to listen or check the call recordings from our end, I really apologize for it. \nCustomer Message I wo Delivered Customer Message I would like all neccesary documentation from your end to help me submit a complaint with the Consumer Financial Protection Bureau Customer Message Can you provide me an audit of the phone calls I have made under my account to Citi over the past 3 months? \nDelivered This chat is automatically saved. If you ever need to review it you just need to open the chat and scroll up. If you want to save or print a copy then you will need to highlight the entire conversation, right click and hit copy ( or simply use ctrl + c on your keyboard ), and then paste it onto a word document, email, or other. \nCustomer Message Can you provide me an audit of the phone calls I have made under my account to Citi over the past 3 months? \nRead I'm really sorry, but as mentioned unfortunately, we're not able to check the call recordings details for the calls, I really apologize for it. \nCustomer Message How can I find this information Delivered I'm sorry, but unfortunately, I can't assure you on that, I really apologize for it, as we're working on chat platform, so we do not have option for the call recordings from our end, I really apologize for it. \nCustomer Message Can you tell me how I can find this information? I have decided to compline a case for the consumer complaint bureau Delivered I'm sorry, but as mentioned I can't assure you on that, if you want, you could check with our customer support team over call You havent responded in a while. Please send a message to keep this conversation open.\n\nIts been over 4 minutes 15 seconds since weve heard from you. If we dont hear from you, the conversation will end. You can start a new conversation at any time. \nCustomer Message Do you have a phone number Delivered The number for our Customer Service team is XXXX ( for TTY : use XXXX or other Relay Service ). This department is available 24 hours a day, 7 days a week","date_sent_to_company":"2026-01-08T22:00:26.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"92037","tags":null,"has_narrative":true,"complaint_id":"18580556","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-08T21:49:40.000Z","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 with fees"},"highlight":{"complaint_what_happened":["<em>message</em> : Unfortunately, we are unable to waive the return check fee for you, if the returned check fee is due to Bank <em>error</em>, have your Bank write to Citi Cards XXXX XXXX XXXX XXXX XXXX, MO XXXX <em>Customer</em> <em>Message</em> can you write them o my behalf?"]},"sort":[17.180946,"18580556"]},{"_index":"complaint-public-v1","_id":"2662067","_score":17.157644,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, After I heard about the massive breach of consumer data at Equifax, i tried to put a credit freeze using their online tool and phone service and i just could n't. \n\nFirst they let their systems to be hacked and on the other hand have made it impossible for a regular customer to put a freeze on their own credit. It is so frustrating and feel helpless. \n\nI tried their online application yesterday to put a credit freeze and after taking my person information like SSN, address, got a message \" We are unable to service your request. please try again later '' ( attached ). So, tried again this morning and got the same message. So tried their IVR ( phone system - XXXX ) to put a freeze and same results - after collecting my details got a message stating they can not process my request. One other thing to add, while collecting the SSN on their site, they do not even mask it ( such a basic thing for securing data, they are not bothered about it ). \n\nIf a company can not safeguard their customer information, why they are collecting so much information. \n\nWhen i tried to get to their support page to get general support number, it fails with an error message ( attached ). Somehow got a XXXX number and when i called them, it was an automated system for just getting a credit report, when i pressed XXXX ' to talk to somebody, the call got disconnected. \n\nFrom end to end, they have a bad system/processes and does n't care about their customers. \n\nHopefully Government/Congress can take some action against this company and its executives to support the common man.","date_sent_to_company":"2017-09-09T17:33:00.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"78665","tags":null,"has_narrative":true,"complaint_id":"2662067","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-09-09T17:05:26.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When i tried to get to their support page to get general support number, it fails with an <em>error</em> <em>message</em> ( attached ). Somehow got a XXXX number and when i <em>called</em> them, it was an automated system for just getting a credit report, when i pressed XXXX ' to talk to somebody, the <em>call</em> got disconnected. \n\nFrom end to end, they have a bad system/processes and does n't care about their <em>customers</em>."]},"sort":[17.157644,"2662067"]},{"_index":"complaint-public-v1","_id":"7498773","_score":17.115898,"_source":{"product":"Student loan","complaint_what_happened":"XXXX. I can not afford to pay a monthly amount of ~ {$800.00} toward my student loans, and I need to change my repayment plan from XXXX to Extended Fixed Repayment plan. \nXXXX. I was approved for the borrower defense student loan discharge. I need to confirm how much of my loans will be discharged and how long that process will take. So far I only see about half the amount removed from my total loan balances. \nXXXX. I am currently in school full-time this semester, half-time next semester, and am on track to graduate next XXXX. I need to know if I can be placed on in-school deferment during the time I am enrolled in school. \n\nFirst, I had to wait until 2 weeks ago to make the first contact to customer support because they were in the process of moving my balance from one servicer to another and all I could see was a {$0.00} balance and no monthly payment information. Finally, I was able to see my balance and monthly payment info on their website as of XXXX. \n\nTheir website says I must contact customer service through phone call, email or chat. I tried their online chat service, but I only get an error message that states the chat service is down. I emailed them twice within the past 2 weeks and have not received any replies. I have called multiple times at different times of the day only to get an automatic message saying my hold times would be 6+ hours each time. I have tried every way possible to contact their customer support but can not get through. I need someone to contact me regarding the 3 issues I listed above before my first payment is due.","date_sent_to_company":"2023-09-04T20:34:15.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"84041","tags":null,"has_narrative":true,"complaint_id":"7498773","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2023-09-04T20:07:36.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I tried their online chat service, but I only get an <em>error</em> <em>message</em> that states the chat service is down. I emailed them twice within the past 2 weeks and have not received any replies. I have <em>called</em> multiple times at different times of the day only to get an automatic <em>message</em> saying my hold times would be 6+ hours each time. I have tried every way possible to contact their <em>customer</em> support but can not get through."],"sub_issue":["Problem with <em>customer</em> service"]},"sort":[17.115898,"7498773"]},{"_index":"complaint-public-v1","_id":"1858266","_score":17.09512,"_source":{"product":"Money transfers","complaint_what_happened":"The first time I sent money from WU to XXXX using my Debit Card, it went through without any issue. A week later when I try to send another money it failed with the error message \" Your transaction could n't be completed. '' I called Western Union regarding this error and all the agent told me was \" I do n't know what happened, I can not see the error from here '' I asked the agent to get me someone who can tell me what the error means and why it is failing, the agent told me No one in WU can help me regarding this error I should go to an agent location to send the money. I thought this is absurd. Why do you provide me the choice to register an account online and not be able to tell me why the transaction is failing. This is n't the first time. WU has not been helpful in dealing with this and they have very terrible agent who 's mean job I believe is just to get customer 's to stop using WU services","date_sent_to_company":"2016-03-31T19:52:27.000Z","issue":"Other transaction issues","sub_product":"International money transfer","zip_code":"77082","tags":null,"has_narrative":true,"complaint_id":"1858266","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WESTERN UNION COMPANY, THE","date_received":"2016-03-31T19:52:26.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["A week later when I try to send another money it failed with the <em>error</em> <em>message</em> \" Your transaction could n't be completed. '' I <em>called</em> Western Union regarding this <em>error</em> and all the agent told me was \" I do n't know what happened, I can not see the <em>error</em> from here '' I asked the agent to get me someone who can tell me what the <em>error</em> means and why it is failing, the agent told me No one in WU can help me regarding this <em>error</em> I should go to an agent location to send the money."]},"sort":[17.09512,"1858266"]},{"_index":"complaint-public-v1","_id":"12078446","_score":17.09441,"_source":{"product":"Checking or savings account","complaint_what_happened":"received XXXX XXXX card from the state of California. after setting up my transfer account and successfully testing a transfer of {$25.00}, everything worked. After increasing the initial transfer, i am greeted with an invalid error message. First attempt occurred on XX/XX/year>. attempted again on XX/XX/year> with the same error messaged. After reaching customer service, an agent informed me that there are no blocks or errors on my account and that all transfer should work fine. Agent recommended i attempt to submit a transfer via app, website or phone in a few days. XX/XX/year>, transfer issues continue and i called again. Spoke to 5 different agents and all stated that i need to visit a bank or withdraw from an ATM as i am unable to transfer money. When i asked what was the issue, they stated that there is no issue with transferring money on my account and they can not explain the error messages. I requested what banks can i go to without fees and the agents stated that there is no bank or ATM in my area. when asked how i can access the money, i was informed that i could reach out to my personal bank and pay fees to them and money network to transfer money out. Again i asked all 5 individuals how to withdraw without fees and all told me that there are free to access my money within 100 miles of my location ( I live withing 50 miles of XXXX XXXX and XXXX XXXX ). Issue is that i am unable to access my account funds without fees and the organization is unable to explain why my first transfer works but nothing afterwards. When asked if XXXX will waive the fees, they responded with no.","date_sent_to_company":"2025-02-15T00:33:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92116","tags":null,"has_narrative":true,"complaint_id":"12078446","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2025-02-15T00:13:40.000Z","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":["After increasing the initial transfer, i am greeted with an invalid <em>error</em> <em>message</em>. <em>First</em> attempt occurred on XX/XX/year>. attempted again on XX/XX/year> with the same <em>error</em> <em>messaged</em>. After reaching <em>customer</em> service, an agent informed me that there are no blocks or <em>errors</em> on my account and that all transfer should work fine. Agent recommended i attempt to submit a transfer via app, website or phone in a few days. XX/XX/year>, transfer issues continue and i <em>called</em> again."]},"sort":[17.09441,"12078446"]},{"_index":"complaint-public-v1","_id":"12751198","_score":17.054585,"_source":{"product":"Prepaid card","complaint_what_happened":"In XXXX, I was gifted a digital \" XXXX '' XXXX prepaid card worth {$50.00}. At the time, I was unable to use this card at any merchant or through any online wallet. I did not pursue customer service at this time. In XXXX I decided to try again with this card, still to no avail. When trying to use their official site to check my balance, I was given an error message which also told me to try again at a later time. I called customer service and was told my card declined at the online merchant due to their \" advanced security system. '' I was also told that any merchant that does NOT ask for a name, billing address, or any other personal information would accept this card. No such merchant exists. I researched this issue online to find hundreds of posts from the last few years with others facing the exact same thing. They also received no help from customer service. I called XXXX 's customer service back and I was told the exact same thing I was told the first call, word for word, following a script. I was able to contact a \" supervisor '' who seemed very unhappy from the second he connected to my line. Once again, I was told the same script as to why my card wasn't working. After XXXX minutes, I was able to obtain a \" refund '' that would be sent to my house via check. I was told there was an error with my address and I'd need to send proof of residency to \" XXXX ''. I emailed my proof and never got a response. And when I went to track my case number on the \" SecureSpend.com '' site, I was once again just given an error code. I tried multiple times over the course of a few days and it never once worked. I contacted the email for customer support listed on the XXXX site and after XXXX hours received an alert from XXXX that the message could not be sent due to an unavailable server on their end.","date_sent_to_company":"2025-03-31T19:26:25.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"92507","tags":null,"has_narrative":true,"complaint_id":"12751198","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2025-03-31T19:01:54.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["I did not pursue <em>customer</em> service at this time. In XXXX I decided to try again with this card, still to no avail. When trying to use their official site to check my balance, I was given an <em>error</em> <em>message</em> which also told me to try again at a later time."]},"sort":[17.054585,"12751198"]},{"_index":"complaint-public-v1","_id":"7665920","_score":17.046133,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, at approximately XXXX Pacific Time, I tried adding myself as a secondary account holder to XXXX CDs that my husband recently open with Capital One. I first tried completing the process online, but was given an error message and told to call Capital One. I called Capital One and spent nearly XXXX hours on the phone ( XXXX minutes to be exact! ). During the course of that call, I was transferred to a different representative 3 times. I completed the profile verification of my and my husband 's information 3 times. And in the end, it took talking to a supervisor before I was able to be added as a secondary account holder to XXXX of the CDs. The supervisor was unable to add me to the other CD. I was told that in order to complete the process, he would need to transfer me to customer service again.","date_sent_to_company":"2023-10-10T02:13:06.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"94587","tags":null,"has_narrative":true,"complaint_id":"7665920","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-10-10T01:57:47.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I <em>first</em> tried completing the process online, but was given an <em>error</em> <em>message</em> and told to <em>call</em> Capital One. I <em>called</em> Capital One and spent nearly XXXX hours on the phone ( XXXX minutes to be exact! ). During the course of that <em>call</em>, I was transferred to a different representative 3 times. I completed the profile verification of my and my husband 's information 3 times. And in the end, it took talking to a supervisor before I was able to be added as a secondary account holder to XXXX of the CDs."]},"sort":[17.046133,"7665920"]},{"_index":"complaint-public-v1","_id":"5364473","_score":16.955517,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2022 i opened a care credit card through Synchrony bank to cover the cost of my pet 's emergency room visit. I did NOT opt in for the card security that charges you a percentage each month of your total bill in case of death or other reasons you can not pay the total bill. On XX/XX/2022 I noticed a charge on XX/XX/2022 for \" Card Security '' in the amount of {$35.00}. I tried the chat feature to get it resolved and he said he could not assist. I called customer service, the first rep was unhelpful and sent me to a supervisor who was condescending and rude and transferred me to a different number who \" handles '' card security, even though she was well aware they were not open. \nOnce their office did open, I called and was told I opted in for this service, which I know I 100 % did NOT and then she said she would submit something canceling the service and ask for a refund, but could not confirm if or when this would happen. They do not answer your questions directly and intentionally try to confuse you. I have spoken to 4 employees over the phone, 1 via chat, and 4 messages sent via secure messaging and still have not received confirmation that I will be getting the charge refunded and have been unenrolled in a service I did not opt in in the first place. It is a scam to auto enroll a customer in a service they did not opt into and hope the customer doesn't notice the charges until it is too late. They treat you like you are the liar on the phone instead of realizing all these complaints are happening because there is either a glitch in their system that is adding this check next to the yes in error or they are just adding it without consent after the fact.","date_sent_to_company":"2022-03-24T18:38:58.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"207XX","tags":null,"has_narrative":true,"complaint_id":"5364473","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2022-03-24T18:21:05.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I have spoken to 4 employees over the phone, 1 via chat, and 4 <em>messages</em> sent via secure <em>messaging</em> and still have not received confirmation that I will be getting the charge refunded and have been unenrolled in a service I did not opt in in the <em>first</em> place. It is a scam to auto enroll a <em>customer</em> in a service they did not opt into and hope the <em>customer</em> doesn't notice the charges until it is too late."]},"sort":[16.955517,"5364473"]},{"_index":"complaint-public-v1","_id":"12762114","_score":16.844425,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am Filing this complaint because PayPal has restricted access to funds I hold in cryptocurrencies within my account, and I have been unable to transfer them to another wallet or withdraw them. Initially, PayPal informed me that my funds would be available for transfer of withdrawal after 180 days. However, despite this period having elapsed, every attempt I make to withdraw of transfer the funds through PayPal 's website of mobile app results in an error message stating there is an issue with the application and that I should try again later. I have contacted PayPal 's customer service twice about this matter. On the first call, I was informed that I needed to contact their English-speaking customer support line. During my second call with their English-speaking customer service, I was told I had to wait even longer without any clear reason of resolution provided. Due to these persistent technical issues and conflicting information provided by customer support, I am unable to access my cryptocurrency funds, and Paypal has not offered an adequate solution or explanation.","date_sent_to_company":"2025-04-01T14:53:08.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"009XX","tags":null,"has_narrative":true,"complaint_id":"12762114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-04-01T14:32:40.000Z","state":"PR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, despite this period having elapsed, every attempt I make to withdraw of transfer the funds through PayPal 's website of mobile app results in an <em>error</em> <em>message</em> stating there is an issue with the application and that I should try again later. I have contacted PayPal 's <em>customer</em> service twice about this matter. On the <em>first</em> <em>call</em>, I was informed that I needed to contact their English-speaking <em>customer</em> support line."]},"sort":[16.844425,"12762114"]},{"_index":"complaint-public-v1","_id":"5753664","_score":16.839705,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Starting on XX/XX/XXXX I tried to access my Victoria 's Secret Angel Card which is serviced by Comenity Bank. The Victoria 's Secret app has a link to the Angel Card account which is how I tried to access the account on XX/XX/XXXX. I have face id setup and I received an error message saying the path can not be found. I then tried to use my username and password and I received the same message. The next day I tried accessing my account and received the same error messages. On XX/XX/XXXX the link to access the Angel Card was removed from the Victoria 's Secret app. I tried accessing the desktop website and it had a banner stating the website is down due to a planned system update. When calling the phone number on the back of my credit card, which I first tried on XX/XX/XXXX, I got an automated message saying \" due to a planned system outage we are experiencing higher than normal call volume. Please try again later '' then the call disconnects. I didn't receive a single notification about the system outage from Comenity. I found out after doing a XXXX XXXX  about their outage. I'm submitting this complain on XXXX and I still haven't received any notification from Comenity and their website and customer service number are still down. They state they have an easy pay option online but when I select the link it brings me to a page that doesn't load.","date_sent_to_company":"2022-07-09T05:06:27.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"84123","tags":null,"has_narrative":true,"complaint_id":"5753664","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2022-07-09T04:46:50.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["When calling the phone number on the back of my credit card, which I <em>first</em> tried on XX/XX/XXXX, I got an automated <em>message</em> saying \" due to a planned system outage we are experiencing higher than normal <em>call</em> volume. Please try again later '' then the <em>call</em> disconnects. I didn't receive a single notification about the system outage from Comenity. I found out after doing a XXXX XXXX  about their outage."],"sub_issue":["Problem with <em>customer</em> service"]},"sort":[16.839705,"5753664"]},{"_index":"complaint-public-v1","_id":"7964839","_score":16.792265,"_source":{"product":"Credit card","complaint_what_happened":"I made a payment of {$120.00} on XX/XX/23 and sent CareCredit a message requesting that my payment be applied to my non-promotional ( standard purchase ) balance first. They responded on XX/XX/23 with a message saying \" In accordance with your recent request, we've applied your payment to your requested balance, effective today. Please allow up to 72 hours for the update to appear on your online account, and the adjustment will appear in the Promotional Summary section of your next billing statement. '' When I looked at my account a couple of weeks later, it looks like my standard purchase balance ( {$100.00} ) was not fully paid off ( still owe {$39.00} on that purchase ) as I requested and one of my promotional balances had increased from the original purchase amount of {$300.00} to {$350.00}. I called CareCredit customer service on XX/XX/23 and they told me that instead of allocating my full payment fully to my standard purchase balance ( as I requested and they promised ), there was an accounting error and my promotional balance was increased instead. This means that not only are they not using my money I sent them to pay off my balance, they are charging me more fraudulently. They said they would correct this error and then they told me that I was not allowed to request payment allocation by message, I had to call customer service. If this was the case, why did they send me a message on XX/XX/23 saying they would allocate my payment as promised? \n\nIf I did not go into my account, I would not have found this error. Even though I called them on XX/XX/23, my account is still reflecting a standard purchase balance as of XX/XX/23 that was supposed to be paid off as of XX/XX/23, which means they are also charging me additional interest on that balance that was supposed to be paid off. This is fraud. They said it could take 2-3 billing cycles to correct this. Why??? So they can charge me additional interest that entire time? Other banks are able to reflect payments and corrections within 24-48 hours. \n\nI have documentation to support all of this.","date_sent_to_company":"2023-12-08T01:25:57.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"972XX","tags":null,"has_narrative":true,"complaint_id":"7964839","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-12-08T01:02:29.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["They said they would correct this <em>error</em> and then they told me that I was not allowed to request payment allocation by <em>message</em>, I had to <em>call</em> <em>customer</em> service. If this was the case, why did they send me a <em>message</em> on XX/XX/23 saying they would allocate my payment as promised? \n\nIf I did not go into my account, I would not have found this <em>error</em>."]},"sort":[16.792265,"7964839"]},{"_index":"complaint-public-v1","_id":"3873205","_score":16.77072,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2020 I discovered the BMO mobile app had an error message that prevented me from using my debit card. I called BMO customer service and met silence. On the following day, XX/XX/2020, I called again and was directed to the fraud department, which I was told to call by number. I called the number given to me and had to leave a message on their voicemail. The next two days, XX/XX/2020 and XX/XX/2020, were weekend days so the department was closed, leaving me no access to use the money in my account. On Monday XX/XX/2020 I went to the nearby branch to discuss this issue in person. The person who had helped me was informed that my account was suddenly considered high risk which left me no ability to use the money in my account. Angered, I called the fraud department ( who I was told was the only person who had the ability to resolve this issue ) multiple times that day only to be met with yet more silence and even more messages to voicemail. I still have not had any luck speaking with a person about this problem and am very displeased by the treatment I have been given. This was the first time I had any problems with BMO Harris however the fact I was unable to speak with the person who was supposed to be helping me left enough mental and emotional damage to warrant this big of a complaint.","date_sent_to_company":"2020-09-30T06:28:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85382","tags":null,"has_narrative":true,"complaint_id":"3873205","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BMO BANK NATIONAL ASSOCIATION","date_received":"2020-09-30T01:46:59.000Z","state":"AZ","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":["On XX/XX/2020 I discovered the BMO mobile app had an <em>error</em> <em>message</em> that prevented me from using my debit card. I <em>called</em> BMO <em>customer</em> service and met silence. On the following day, XX/XX/2020, I <em>called</em> again and was directed to the fraud department, which I was told to <em>call</em> by number. I <em>called</em> the number given to me and had to leave a <em>message</em> on their voicemail."]},"sort":[16.77072,"3873205"]},{"_index":"complaint-public-v1","_id":"17760031","_score":16.683453,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XX/XX/2025 : I submitted a request online to XXXX -- got an error message from Experian saying they were unable to give me my credit report. \n\nXX/XX/2025 : mailed a hardcopy request to XXXXXXXX XXXX XXXX requesting my Experian report -- received no response. \n\nXX/XX/2025 : submitted a request to XXXXXXXX XXXX XXXX via phone -- received no response. \n\nXX/XX/2025 : tried to create an account on XXXX -- received an error message that the site was unable to process my request; tried logging into an account that I forgot I had made and it yielded error messages saying that my phone number doesnt match their records and that my date of birth doesnt match my Social Security number . \n\nXX/XX/2025 : tried calling Experian 's customer service line -- automated phone tree refused to connect me to a representative because it \" can only transfer calls under specific circumstances ''. \n\nXX/XX/2025 : sent letter via first class mail to Experian -- received no response. \n\nXX/XX/2025 : sent letter via USPS to Experian with confirmation of receipt -- received no response.\n\nI have received multiple credit reports from Experian in previous years, all of which state my birth year and cell phone number correctly. \n\nI opened a new credit card two months ago and received a letter including my credit score from Experian so I don't understand why I can't receive a credit report from them directly to allow me to resolve whatever errors are preventing me from obtaining the report in the first place.","date_sent_to_company":"2025-12-05T00:48:37.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"92101","tags":null,"has_narrative":true,"complaint_id":"17760031","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-12-05T00:05:52.000Z","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 getting your free annual credit report"},"highlight":{"complaint_what_happened":["XX/XX/2025 : tried calling Experian 's <em>customer</em> service line -- automated phone tree refused to connect me to a representative because it \" can only transfer <em>calls</em> under specific circumstances ''. \n\nXX/XX/2025 : sent letter via <em>first</em> class mail to Experian -- received no response. \n\nXX/XX/2025 : sent letter via USPS to Experian with confirmation of receipt -- received no response."]},"sort":[16.683453,"17760031"]},{"_index":"complaint-public-v1","_id":"1566547","_score":16.590185,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage was transferred from XXXX XXXX XXXX to PennyMac USA in XXXX 2015. Upon receipt of my first statement from PennyMac, I attempted to set up an online account to access my information and make payments. I was able to set up the account, but was not able to log in due to a message that simply stated \" Error. '' I promptly contacted customer service, who informed me that there was an issue with the Web site that was being addressed. As suggested, I waited approximately one week before attempting to log in again. At this point, I encountered the same error message, so I contacted customer service again to address the issue. I spoke to numerous representatives and was assured that the issue would be fixed and that I would be contacted with resolution. After approximately 3-4 weeks passed ( and I had not heard from anyone ), I contacted customer service again because I was still unable to log in to view my account information and submit secure online payments. I was informed that the issue would be forwarded to the IT department, and I requested that this process be expedited. Last night, ( 10 days after my most recent phone encounter ), I received a call requesting that I send a screen shot of the error message because the IT department was unable to retrieve it. At this point, I admittedly became frustrated because I had requested that the issue be escalated and it took so long to hear back from someone who still had no resolution on my issue. Last night and this morning, I followed the login steps to get to the error message, and I am completely blocked out of my account. The system is supposed to generate an e-mail containing a security code to log in, and I am not receiving these e-mails as I had prior. I have spent many hours combined on the telephone with technical support, and am not in a position to continue to go in circles with representatives that have no answers to offer. After two months, all that I know for sure is that Penny Mac is deducting the monthly payments. With no access to my account information, I have absolutely no idea what my account balance is ; I have absolutely no idea how ( or if ) my payments are being applied.","date_sent_to_company":"2015-09-16T13:06:34.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"15143","tags":null,"has_narrative":true,"complaint_id":"1566547","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2015-09-16T13:06:32.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Upon receipt of my <em>first</em> statement from PennyMac, I attempted to set up an online account to access my information and make payments. I was able to set up the account, but was not able to log in due to a <em>message</em> that simply stated \" <em>Error</em>. '' I promptly contacted <em>customer</em> service, who informed me that there was an issue with the Web site that was being addressed. As suggested, I waited approximately one week before attempting to log in again."]},"sort":[16.590185,"1566547"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1249,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1249}]}},"product":{"doc_count":1249,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":261,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":212},{"key":"Savings account","doc_count":27},{"key":"Other banking product or service","doc_count":16},{"key":"CD (Certificate of Deposit)","doc_count":6}]}},{"key":"Mortgage","doc_count":242,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":160},{"key":"FHA mortgage","doc_count":35},{"key":"VA 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