{"took":141,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":39,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2495117","_score":16.214941,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"JC Penny lowered my credit line based on incorrect data on the Credit Report. I have a prior case opened and it is still pending. Yet this action in my opinion a SCAM because it places me at my credit limit further impacting my already wrong low credit score. My credit score   XXXX !!!!! and they do NOT tell me where they got the information even though they allude it is noted. You find it! I might  XXXX  they offered me the credit even while I had an extremely low score- bait me in them clobber me! SEE PRIOR COMPLAINTS SYNCHRONY BANK- who advised me they already corrected the errors and credited me back money. I now have to be continually exposed to ineffective credit reporting further impacting my financial ability. It has cost us significantly in declined loans and usurious rates. Personal opinion a scheme to indenture people financially! They can take your money instantly from your bank account but they can not correct your credit- it tak es 60  to 90 days. Furthermore I have a security freeze on all  XXXX  they can not find. That was my last report so how did this company gain access???????","date_sent_to_company":"2017-05-26T17:46:45.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"346XX","tags":"Older American","has_narrative":true,"complaint_id":"2495117","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2017-05-26T17:31:59.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["They can take your money instantly from your bank <em>account</em> but they can not correct your credit- it tak es 60  to 90 days. Furthermore I have a security freeze on all  XXXX  they can not find. That was my last report so how did this company <em>gain</em> <em>access</em>???????"]},"sort":[16.214941,"2495117"]},{"_index":"complaint-public-v1","_id":"7159606","_score":16.054688,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I need to be able to place a credit freeze on my credit accounts to prevent unauthorized loans from being opened in my name, in no small part due to Equifax 's incompetence in allowing a breach of substantially all of their consumer data in XXXX. \n\nEquifax has been required by law to provide a free credit freeze service since XXXX. \n\nSince XXXX, I have attempted multiple times to open an account on the 'myEquifax ' website to be able to place a credit freeze. Every time I have logged into this account, I have received an HTTP 500 error from their web application, indicating an unexpected error in the software running on their web server. Competent software development operations consider a server returning an HTTP 500 to be an issue to be resolved quickly and task engineers with preventing them from recurring, as unexpected errors may lead to security problems and prevent them from fulfilling their legal obligations to customers, but Equifax appears not to run a competent software development organization or to care about customer experience. \n\nI have attempted at least three times to report this error so that I might gain access to an account to be able to freeze my credit, and have spent hours on the phone with Equifax customer service attempting to report this bug in their web application and seek a way to work around it. Equifax has never resolved this issue. I have never been able to freeze my credit with them. \n\nTheir customer service personnel at one time insulted me as lacking initiative and thus being unable to get anywhere in life because I was unwilling to locate a fax machine to work around their continued incompetence in building and maintaining a web application.","date_sent_to_company":"2023-06-23T19:04:59.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"11238","tags":null,"has_narrative":true,"complaint_id":"7159606","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-06-23T18:48:20.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have attempted at least three times to report this <em>error</em> so that I <em>might</em> <em>gain</em> <em>access</em> to an <em>account</em> to be able to freeze my credit, and have spent hours on the phone with Equifax customer service attempting to report this bug in their web application and seek a way to work around it. Equifax has never resolved this issue. I have never been able to freeze my credit with them."]},"sort":[16.054688,"7159606"]},{"_index":"complaint-public-v1","_id":"15719145","_score":15.001903,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Ive had my Robinhood account for almost five years. Ive never had a problem with Robinhood. But a few weeks ago, I tried to transfer just over one Ethereum to another exchange. Robinhood did not allow this transfer. They then told me that I would need to submit my drivers license and take a few selfie pictures, to confirm that its really me. I did just that, but on XXXX, XXXX, 2025, Robinhood notified me that they were closing my account and restricting it so that I do not have access to my funds. They did not provide me with any explanation as to why they were doing this, and I have not been allowed to speak with or chat with any actual human being for customer support ; only automated BOTs. Robinhood only gives me a few common problems to choose from in multiple choice form. None of them have anything to do with my issue or how to gain access to my funds. XXXXobinhood only gives you a choice of two buttons, one that says, Thanks, that was helpful, or, End chat. My account has since been restricted and is being closed, without any sort of explanation as to why, and with no explanation on how I can get my funds back-the BOT only states that my funds will be deposited into the account that they were drawn from and it can take 30 to 120 days. But I absolutely need access to my funds, immediately, as I had some unexpected bills and now my bank account is in the negative. I now have no means to support myself, or my kids. \n\nI did not violate any Robinhood policy. My account was probably flagged because I sold my house and put all of my funds into Robinhood, and that couldve set off an unusual account activity flag by the algorithm. Or, perhaps the algorithm was alerted because I tried to transfer a little more that one ETH from Robinhood to another exchange ; I was trying to plan ahead and put some of my funds on another exchange, just in case something sketchy like this might happen. It could also just be a computer error but Im not able to chat with an actual person who is able to listen to reason or help resolve any problem that might arise.\n\nI sold my house to invest and Robinhood made me liquidate my entire portfolio and charged me fees to do so. Robinhood has also frozen all of my money. I have no way to pay any of my bills, my bank account is overdrawn and I have no money for food or gas to even get to work, or to support my kids, and I have more bills that are about to come out of my account, automatically, but they will bounce because its overdrawn and Robinhood is holding my money and not allowing me to access it. A simple customer support human being could solve this problem but Robinhood will not allow me to get ahold of one. Please help. This is an emergency!","date_sent_to_company":"2025-09-04T18:29:39.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"481XX","tags":null,"has_narrative":true,"complaint_id":"15719145","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2025-09-04T17:50:44.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Or, perhaps the algorithm was alerted because I tried to transfer a little more that one ETH from Robinhood to another exchange ; I was trying to plan ahead and put some of my funds on another exchange, just in case something sketchy like this <em>might</em> happen. It could also just be a computer <em>error</em> but Im not able to chat with an actual person who is able to listen to reason or help resolve any problem that <em>might</em> arise."]},"sort":[15.001903,"15719145"]},{"_index":"complaint-public-v1","_id":"17010636","_score":14.2288,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX Bank XXXX XXXX XX/XX/XXXX - Present On the dates between XX/XX/XXXX and XX/XX/XXXX someone got unauthorized access to my cell phone which was stolen from me. I called chime to attempt to cancel all cards or transactions that were made immediately. It was too late, they informed me that somebody had transferred themselves around {$2300.00} among another {$1500.00} or so in various charges made to my account. I have spent around 2 months disputing charges and trying to regain access to my account after a spelling error was made by chime while trying to secure my account information. Eventually I got someone to finally change my email address back to my original email. I was told over the course of 2 months that this wasn't possible without having a physical form of identification, which was also stolen from me between the XXXX and the XXXX of XXXX. Once my email was changed I gained access to my account and was able to see the charges and the dates and times which led to me making more disputes. I was also able to upload the documentation they had been asking me for. I previously had the documents but had no way to send it to them since they must reach out via email and the email they had on file didnt exist due to the previous spelling error. Within XXXX hours of contesting their decisions to deny my disputes and uploading document supporting my claim, I received an email on XXXX XXXX XXXX from chime telling me that my account was being closed in XXXX days, on XXXX XXXX XXXX The only information they gave me after no less than XXXX hours on the phone with customer service was that there was an unauthorized transaction. I was also promptly locked back out of my account, making it impossible for me to upload anything else they might be asking for. I made a screen recording as this was happening as further proof. As I understand it, they are FDIC insured and sending my money back after giving them both the police reports and documents from both XXXX XXXX and XXXX showing that my phone along with my wallet and my other belongings were stolen, it shouldn't even cost them anything to out the money back into my account. All ive been given is vague information that gets me nowhere. In fact its made things more difficult for me, as if getting stuck out of town and being made homeless wasn't hard enough. Any other information you may need you can contact me at XXXX. \n\nThanks. \n\nXXXX XXXX","date_sent_to_company":"2025-11-19T15:21:21.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"28092","tags":null,"has_narrative":true,"complaint_id":"17010636","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-11-05T00:22:30.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Once my email was changed I <em>gained</em> <em>access</em> to my <em>account</em> and was able to see the charges and the dates and times which led to me making more disputes. I was also able to upload the documentation they had been asking me for. I previously had the documents but had no way to send it to them since they must reach out via email and the email they had on file didnt exist due to the previous spelling <em>error</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Problem accessing <em>account</em>"]},"sort":[14.2288,"17010636"]},{"_index":"complaint-public-v1","_id":"15772667","_score":14.053734,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I was charged on XXXX different credit cards for XXXX tickets to the XXXX XXXX Game at the XXXX XXXX XXXX  XXXX XXXX. I did not order them. The 2 sums are from XXXX, XXXXXXXX XXXX XXXX XXXX {$1900.00}, and XXXX, from XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX {$3800.00}. Total loss is {$5700.00}. \n\nFirst discovery was XX/XX/year> and I called the number to cancel the charge which I stated was fraud, the amount of {$3800.00}. The other I noticed on XX/XX/year> when checking my bank statements. That amount is {$1900.00}. \n\nThe perpetrator used my PayPal account to gain access which I rarely used and even added another card in my name which I had used to buy things online. The method of access was a very large security flaw in XXXX XXXX browser. Instead of expiring tokens when tabs went to sleep, the tokens remained live so anyone with access to my browser can use. The passwords were still protected by pin but since the tokens did not expire, there was no request to enter a pin code. This is an error on XXXX. \n\nThe tickets were distributed and sold by XXXX XXXX in XXXX and processed by PayPal in XXXX XXXX. I reside in California and will be taking this case to other agencies. At least XXXX more. I want the matter resolved quickly and I don't want to hear I am going to have to pay the {$5700.00} which represents at least 2 months of my income. I am XXXX. So, this is also elder abuse financial exploitation. \n\nAs of today, both charges appear on my credit card statement and I am liable to pay. I don't want to pay for something I did not order especially when the cost is so high. XXXX tickets to a game you could might see on TV for {$5700.00}? \n\nI am not a sports fan. I did not make these XXXX purchases. I need help in getting the money back. So far, all attempts to get the money back has failed and I remain hopeless worrying how I am going to pay these XXXX big bills.","date_sent_to_company":"2025-09-07T00:58:30.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92804","tags":null,"has_narrative":true,"complaint_id":"15772667","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-09-07T00:45:27.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["The perpetrator used my PayPal <em>account</em> to <em>gain</em> <em>access</em> which I rarely used and even added another card in my name which I had used to buy things online. The method of <em>access</em> was a very large security flaw in XXXX XXXX browser. Instead of expiring tokens when tabs went to sleep, the tokens remained live so anyone with <em>access</em> to my browser can use. The passwords were still protected by pin but since the tokens did not expire, there was no request to enter a pin code. This is an <em>error</em> on XXXX."]},"sort":[14.053734,"15772667"]},{"_index":"complaint-public-v1","_id":"5972726","_score":13.785347,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"For more than 8 months, going back to XX/XX/XXXX, I have been unable to gain my Experian credit score. Prior to that, I had a score listed at XXXX. Experian had locked me out from even accessing everything, claiming errors in my address. This can not be the justification, as not having an updated address should not deny a credit score from being provided. As it was, I walked through resetting everything with Experian in XX/XX/XXXX, and the account shows access, but no score is provided. Their default response is \" Why don't I have a FICO Score? You might not have a score yet because you've never had your own credit account, you just applied for credit for the first time or you haven't used credit in the last 6 months. '' Now, regardless of whether I have used any credit for a 6 month period, I have always had a credit score before. XXXX and XXXX do not have this problem. I tried to contact Experian again, through email to generate evidence of support of the problem : Experian case number XXXX, sent on XX/XX/XXXX : Dear T* : Thank you for contacting Experian. We received your inquiry and will get back to you as soon as possible. Expect a response within 2 business days. \nFor reference, your case number is XXXX. \nIf youd like more information in the meantime, visit our Help Center : https : //usa.experian.com/member/help-center. \nSincerely, Your Team at Experian... \nOn XX/XX/XXXX, a response was forwarded to me from Experian on the case : Dear T*, Thank you for contacting Experian. I understand your concern how important your score for you and would be happy to assist you. \nYour score may not be available at this time. Here are some reasons why a FICO Score might not be available : Experian does not have enough information in your credit report for FICO to calculate a score No activity has been reported to the bureau within the past six months ( not including disputed information ) Your credit report has over 100 accounts on it A creditor has reported you as deceased \" No activity reported to bureau within past 6 months, does not include disputed information '' If you think there is an error in your credit report, you can file a dispute : https : //www.experian.com/disputes/main.html. \nYou may learn more about credit at https : //www.experian.com/blogs/ask-experian/. \nI hope this information has been helpful. We hope you have a wonderful day. \nThank you for choosing Experian. \nSincerely, XXXX XXXX. \nYour Team at Experian -- - Clearly there are problems here, since there is no way I should not have a credit score with more than 35 years of credit history behind me. I am XXXX XXXX XXXX. After dealing with this for an extended period of time, with multiple failures on Experians part to provide an accurate credit score for me, I wish to file a formal complaint to help rectify this.","date_sent_to_company":"2022-09-12T21:46:55.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"469XX","tags":"Servicemember","has_narrative":true,"complaint_id":"5972726","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-09-12T21:31:42.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["For more than 8 months, going back to XX/XX/XXXX, I have been unable to <em>gain</em> my Experian credit score. Prior to that, I had a score listed at XXXX. Experian had locked me out from even <em>accessing</em> everything, claiming <em>errors</em> in my address. This can not be the justification, as not having an updated address should not deny a credit score from being provided. As it was, I walked through resetting everything with Experian in XX/XX/XXXX, and the <em>account</em> shows <em>access</em>, but no score is provided."]},"sort":[13.785347,"5972726"]},{"_index":"complaint-public-v1","_id":"12471596","_score":13.72727,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing to formally file a complaint regarding a serious privacy breach involving my federal student loan information. It has been widely reported that XXXX XXXX, through a commission called the Department of Government Efficiency ( DOGE ), gained unauthorized access to the U.S. Department of Educations student loan database. This database contains the personal data of over XXXX XXXX borrowers, including highly sensitive details such as Social Security numbers, marital status, and income information. I never gave consent for my private information to be shared outside the normal operations of my loan servicing, and this infiltration of my data by an outside party constitutes a grave violation of my privacy rights. \n\nThis incident appears to violate federal privacy laws and data protection standards. In fact, U.S. Senators have raised concerns that the Education Departments cooperation with DOGE may violate the Privacy Act, which generally prohibits disclosure of personal information without consent. The Privacy Act of 1974 ( 5 U.S.C. 552a ) requires federal agencies to safeguard personal data, a duty that seems to have been breached in this case. Additionally, the Family Educational Rights and Privacy Act ( FERPA ) protects student education records, and allowing an unaffiliated individual to access loan records likely runs afoul of FERPAs protections. A federal judge has already intervened in a related instance, blocking DOGEs access to other agencies data due to the risk of leaks or cyberattacks, and noted that the arrangement was likely illegal. These facts underscore that the handling of my student loan information was improper, unlawful, and done without my permission. \n\nAs a direct result of this breach, I am deeply concerned about the security and integrity of my student loan account and personal financial information. Knowing that unvetted individuals ( reportedly including very young engineers with ties to XXXX XXXX companies ) might have viewed and handled my data is extremely distressing. I am worried about the potential for identity theft, fraud, or misuse of my personal details now that my Social Security number and financial data may have been exposed. This situation has caused me significant anxiety and loss of trust in the Department of Education and its loan servicers ability to protect sensitive borrower information. \n\nFurthermore, this breach calls into question the validity and fairness of my student loan obligations moving forward. When I took out these loans, I did so under the expectation that my data would be safeguarded and used only for legitimate purposes related to my education financing. That understanding has been shattered in essence, the government failed to uphold its end of the agreement by not protecting my information. I fear that the mismanagement of my records could lead to errors in my loan account or negative marks on my credit report through no fault of my own. For example, any unauthorized access or alteration might affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate errors are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and accounts vigilantly, adding financial stress and burden on me. \n\nI am not alone in feeling harmed by this incident. Many fellow borrowers have already filed formal complaints or FERPA claims with the Department of Education, seeking remedies such as student loan discharge or forgiveness in light of this breach. The widespread reaction highlights how severe and far-reaching the impact of this privacy violation has been on those of us whose data was exposed. Like them, I feel that my personal information was mishandled in a way that undermines the legitimacy of my debt and our trust in the student loan system. \n\nIn summary, my personal and financial information tied to my student loans was accessed without authorization, constituting a serious privacy infringement that has left me vulnerable and distressed. This data breach has directly impacted my confidence in the student loan system and raised legitimate concerns about the handling of my debt. I am seeking the CFPBs support to resolve this issue by holding the responsible parties accountable and providing appropriate relief for the damage caused.","date_sent_to_company":"2025-03-13T22:52:33.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"20902","tags":null,"has_narrative":true,"complaint_id":"12471596","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-03-13T22:52:08.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["I fear that the mismanagement of my records could lead to <em>errors</em> in my loan <em>account</em> or negative marks on my credit report through no fault of my own. For example, any unauthorized <em>access</em> or alteration <em>might</em> affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate <em>errors</em> are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and <em>accounts</em> vigilantly, adding financial stress and burden on me."]},"sort":[13.72727,"12471596"]},{"_index":"complaint-public-v1","_id":"12471594","_score":13.697563,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing to formally file a complaint regarding a serious privacy breach involving my federal student loan information. It has been widely reported that XXXX XXXX, through a commission called the Department of Government Efficiency ( DOGE ), gained unauthorized access to the U.S. Department of Educations student loan database. This database contains the personal data of over XXXX XXXX borrowers, including highly sensitive details such as Social Security numbers, marital status, and income information. I never gave consent for my private information to be shared outside the normal operations of my loan servicing, and this infiltration of my data by an outside party constitutes a grave violation of my privacy rights. \n\nThis incident appears to violate federal privacy laws and data protection standards. In fact, U.S. Senators have raised concerns that the Education Departments cooperation with DOGE may violate the Privacy Act, which generally prohibits disclosure of personal information without consent. The Privacy Act of 1974 ( 5 U.S.C. 552a ) requires federal agencies to safeguard personal data, a duty that seems to have been breached in this case. Additionally, the Family Educational Rights and Privacy Act ( FERPA ) protects student education records, and allowing an unaffiliated individual to access loan records likely runs afoul of FERPAs protections. A federal judge has already intervened in a related instance, blocking DOGEs access to other agencies data due to the risk of leaks or cyberattacks, and noted that the arrangement was likely illegal. These facts underscore that the handling of my student loan information was improper, unlawful, and done without my permission. \n\nAs a direct result of this breach, I am deeply concerned about the security and integrity of my student loan account and personal financial information. Knowing that unvetted individuals ( reportedly including very young engineers with ties to XXXX XXXX companies ) might have viewed and handled my data is extremely distressing. I am worried about the potential for identity theft, fraud, or misuse of my personal details now that my Social Security number and financial data may have been exposed. This situation has caused me significant anxiety and loss of trust in the Department of Education and its loan servicers ability to protect sensitive borrower information. \n\nFurthermore, this breach calls into question the validity and fairness of my student loan obligations moving forward. When I took out these loans, I did so under the expectation that my data would be safeguarded and used only for legitimate purposes related to my education financing. That understanding has been shattered in essence, the government failed to uphold its end of the agreement by not protecting my information. I fear that the mismanagement of my records could lead to errors in my loan account or negative marks on my credit report through no fault of my own. For example, any unauthorized access or alteration might affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate errors are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and accounts vigilantly, adding financial stress and burden on me. \n\nI am not alone in feeling harmed by this incident. Many fellow borrowers have already filed formal complaints or FERPA claims with the Department of Education, seeking remedies such as student loan discharge or forgiveness in light of this breach. The widespread reaction highlights how severe and far-reaching the impact of this privacy violation has been on those of us whose data was exposed. Like them, I feel that my personal information was mishandled in a way that undermines the legitimacy of my debt and our trust in the student loan system. \n\nIn summary, my personal and financial information tied to my student loans was accessed without authorization, constituting a serious privacy infringement that has left me vulnerable and distressed. This data breach has directly impacted my confidence in the student loan system and raised legitimate concerns about the handling of my debt. I am seeking the CFPBs support to resolve this issue by holding the responsible parties accountable and providing appropriate relief for the damage caused.","date_sent_to_company":"2025-03-13T22:52:37.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"20902","tags":null,"has_narrative":true,"complaint_id":"12471594","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-03-13T22:52:08.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["I fear that the mismanagement of my records could lead to <em>errors</em> in my loan <em>account</em> or negative marks on my credit report through no fault of my own. For example, any unauthorized <em>access</em> or alteration <em>might</em> affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate <em>errors</em> are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and <em>accounts</em> vigilantly, adding financial stress and burden on me."]},"sort":[13.697563,"12471594"]},{"_index":"complaint-public-v1","_id":"12471881","_score":13.6740885,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing to formally file a complaint regarding a serious privacy breach involving my federal student loan information. It has been widely reported that XXXX XXXX, through a commission called the Department of Government Efficiency ( DOGE ), gained unauthorized access to the U.S. Department of Educations student loan database. This database contains the personal data of over XXXX XXXX borrowers, including highly sensitive details such as Social Security numbers, marital status, and income information. I never gave consent for my private information to be shared outside the normal operations of my loan servicing, and this infiltration of my data by an outside party constitutes a grave violation of my privacy rights. \n\nThis incident appears to violate federal privacy laws and data protection standards. In fact, U.S. Senators have raised concerns that the Education Departments cooperation with DOGE may violate the Privacy Act, which generally prohibits disclosure of personal information without consent. The Privacy Act of 1974 ( 5 U.S.C. 552a ) requires federal agencies to safeguard personal data, a duty that seems to have been breached in this case. Additionally, the Family Educational Rights and Privacy Act ( FERPA ) protects student education records, and allowing an unaffiliated individual to access loan records likely runs afoul of FERPAs protections. A federal judge has already intervened in a related instance, blocking DOGEs access to other agencies data due to the risk of leaks or cyberattacks, and noted that the arrangement was likely illegal. These facts underscore that the handling of my student loan information was improper, unlawful, and done without my permission.\n\nAs a direct result of this breach, I am deeply concerned about the security and integrity of my student loan account and personal financial information. Knowing that unvetted individuals ( reportedly including very young engineers with ties to XXXX XXXX companies ) might have viewed and handled my data is extremely distressing. I am worried about the potential for identity theft, fraud, or misuse of my personal details now that my Social Security number and financial data may have been exposed. This situation has caused me significant anxiety and loss of trust in the Department of Education and its loan servicers ability to protect sensitive borrower information. \n\nFurthermore, this breach calls into question the validity and fairness of my student loan obligations moving forward. When I took out these loans, I did so under the expectation that my data would be safeguarded and used only for legitimate purposes related to my education financing. That understanding has been shattered in essence, the government failed to uphold its end of the agreement by not protecting my information. I fear that the mismanagement of my records could lead to errors in my loan account or negative marks on my credit report through no fault of my own. For example, any unauthorized access or alteration might affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate errors are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and accounts vigilantly, adding financial stress and burden on me. \n\nI am not alone in feeling harmed by this incident. Many fellow borrowers have already filed formal complaints or XXXX claims with the Department of Education, seeking remedies such as student loan discharge or forgiveness in light of this breach. The widespread reaction highlights how severe and far-reaching the impact of this privacy violation has been on those of us whose data was exposed. Like them, I feel that my personal information was mishandled in a way that undermines the legitimacy of my debt and our trust in the student loan system. \n\nIn summary, my personal and financial information tied to my student loans was accessed without authorization, constituting a serious privacy infringement that has left me vulnerable and distressed. This data breach has directly impacted my confidence in the student loan system and raised legitimate concerns about the handling of my debt. I am seeking the CFPBs support to resolve this issue by holding the responsible parties accountable and providing appropriate relief for the damage caused.","date_sent_to_company":"2025-03-13T22:52:36.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"20902","tags":null,"has_narrative":true,"complaint_id":"12471881","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EdFinancial Services","date_received":"2025-03-13T22:16:01.000Z","state":"MD","company_public_response":null,"sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["I fear that the mismanagement of my records could lead to <em>errors</em> in my loan <em>account</em> or negative marks on my credit report through no fault of my own. For example, any unauthorized <em>access</em> or alteration <em>might</em> affect the balance, status, or reporting of my loans, which could damage my creditworthiness. Even if no immediate <em>errors</em> are evident, the mere fact that my data was handled improperly has forced me to monitor my credit and <em>accounts</em> vigilantly, adding financial stress and burden on me."]},"sort":[13.6740885,"12471881"]},{"_index":"complaint-public-v1","_id":"10793945","_score":13.275232,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year> I was a victim of a phone fraud scam which resulted in the loss of almost $ XXXX from my personal bank account at Chase. I foolishly permitted the fraudsters to gain access to my bank accounts so that they could supposedly refund money they errantly charged me. I was tricked into authorizing an international wire of my funds to an XXXXXXXX XXXX XXXXXXXX. I reported this to Chase within a couple of hours of the crime, and a recall case was immediately initiated. \nOver the ensuing 5 months, I received blatantly contradictory information from Chase officials regarding the status of my case, including disparate information about actions taken or not taken by Chase and about practices followed at Chase in managing recall cases. The contradictions have suggested the possibility that delays and policy driven errors by Chase officials may have had a significant impact on the outcome of my case. This specifically pertains to the question of when and if Claims Department officials sent Hold Harmless letters as requested by the recipient bank, a step that Wire Research officials told me should have been immediately taken. Executives at Chase at the CEO level have accepted no responsibility for the delays, errors, and procedural inconsistencies that occurred. I question whether any banking regulations may have been violated in the manner in which Chase handled my case, in how Chase mis-communicated with me and/or how Chase interacted with XXXX XXXX the recipient bank XXXX I have the impression that given the fact that the recall case was instituted the same day as when the crime was committed, if Chase then responded immediately to XXXX , some or all of the wired funds might have been recovered. \nI feel that Chase exacerbated the trauma of my being victimized by the scam through the collective incompetence and/or deceptive communications of its officials. \nNo letter of apology, including acceptance of any degree of responsibility for the mismanagement of the case, has been issued, and no compensation of any kind has been offered. My complaints have been essentially ignored, even though Chase claims to have conducted an internal investigation concerning my complaints. It was a sham investigation which yielded no written answers to the specific questions I posed. This is no way to treat one who has been a loyal Chase customer for over 4 decades. Disgraceful.","date_sent_to_company":"2024-11-15T01:30:08.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"115XX","tags":"Older American","has_narrative":true,"complaint_id":"10793945","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-11-14T23:50:03.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/year> I was a victim of a phone fraud scam which resulted in the loss of almost $ XXXX from my personal bank <em>account</em> at Chase. I foolishly permitted the fraudsters to <em>gain</em> <em>access</em> to my bank <em>accounts</em> so that they could supposedly refund money they errantly charged me. I was tricked into authorizing an international wire of my funds to an XXXXXXXX XXXX XXXXXXXX. I reported this to Chase within a couple of hours of the crime, and a recall case was immediately initiated."]},"sort":[13.275232,"10793945"]},{"_index":"complaint-public-v1","_id":"11232611","_score":13.257401,"_source":{"product":"Checking or savings account","complaint_what_happened":"Since filing my initial dispute with Chime on XX/XX/year>, I have faced continuous challenges in resolving XXXX unauthorized transactions on my account. After escalating my complaint to the CFPB, Chime responded, but despite my requests, they have yet to provide the documents they used to conclude that no errors were found. \n\nOut of the four online banking apps linked to my XXXX XXXX, XXXX XXXX, and XXXX XXXXChime is the only institution that has denied my claims. The other three have investigated and all three ruled in my favor and refunded my money. Chime 's persistent denial feels like they are questioning my integrity. \n\nI suspect the issue may be related to my XXXX XXXXXXXX thats missing and been stationary since I upgraded to a new device. As an employee at a XXXX XXXX XXXX XXXX XXXX which has the XXXX XXXX XXXX XXXX contract so we have anywhere from XXXX men staying here in treatment at a time. my phone is not always with me, which might have contributed to the situation. My research indicates that similar incidents have occurred, involving unauthorized access to personal information, sometimes implicating XXXX and the criminals use some device to gain access to your account information. When XXXX looks at your transactions it looks like you made them, when in fact you did not. \n\nDespite Chime 's awareness of my financial hardshipssuch as impending utility shut-offs, overdue rent, and credit card paymentsthey have not provided any refunds for the transactions they approved on my credit builder card. This ordeal is devastating, and even if I eventually recover my funds, the damage to my credit and mental health will take years to mend. I am deeply disappointed that a company I trusted with my finances has not supported me and instead, has resisted at every turn. \n\nI believe Chime has violated my consumer rights under the EFTA and Regulations E & F by failing to provide requested documentation. I suspect they hastily denied my initial claim to avoid issuing a credit and have not complied with the regulatory requirements to investigate and report errors within the specified timeframes. \n\nRecently, I requested the case be reopened and was informed by supervisors that an internal investigation was underway. I was assured of receiving provisional credit by XX/XX/year>, yet today, I learned my claim was denied again. This delay far exceeds the 10 business day period typically expected, and I am left without resolution. \n\nI urge the CFPB to investigate this matter thoroughly, as Chime 's actions have caused significant financial and emotional distress. Thank you for your attention to this urgent issue.","date_sent_to_company":"2024-12-26T18:13:25.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"33713","tags":null,"has_narrative":true,"complaint_id":"11232611","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-12-20T23:49:43.000Z","state":"FL","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["As an employee at a XXXX XXXX XXXX XXXX XXXX which has the XXXX XXXX XXXX XXXX contract so we have anywhere from XXXX men staying here in treatment at a time. my phone is not always with me, which <em>might</em> have contributed to the situation. My research indicates that similar incidents have occurred, involving unauthorized <em>access</em> to personal information, sometimes implicating XXXX and the criminals use some device to <em>gain</em> <em>access</em> to your <em>account</em> information."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[13.257401,"11232611"]},{"_index":"complaint-public-v1","_id":"5435201","_score":12.84718,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX fraudulent charges were posted to my Chase Account from XXXX on XX/XX/22 in the amounts of {$320.00} and {$100.00}. I called XXXX immediately when I found out my account had been compromised and the representative, I spoke with helped me gain access to my account. Emails from XXXX state my account was accessed via GPS in XXXX, CA while I was away travelling to the XXXX XXXX. XXXX submitted a dispute with the seller that same day. XXXX told me on XX/XX/22 not to contact my bank. On XX/XX/22 I contacted XXXX again as I was getting shipping notifications for the fraudulent charges. They told me Not to worry but that I would need to contact my bank about the charges for refund. I contacted Chase on XX/XX/22 to dispute the charges. I told the representative that I had an email from XXXX with my incident number, but the chase representative stated they did not need it. \nOn XX/XX/22 I contacted Chase claims department as the charges had been placed back on my account. I was told my claim was closed and considered unfavorable and the charges we mine. These charges are fraudulent. I have attached supporting documentation. I contacted XXXX XX/XX/22 and the representative stated that their dispute was closed as the sellers the items were purchased from do not exist. I contacted XXXX about the tracking numbers XXXX provided : XXXX & XXXX and XXXX can not tell me the name and address the package was delivered to but states my name and address does not match the shipping label. XXXX can confirm the items were delivered to XXXX, CA XXXX. I did not receive any packages at my address on XX/XX/22 at the times stated delivered. XXXX states that the moment a claim is opened with the bank, they no longer have the option to offer a refund. XXXX fully admits the charges are fraud, but are unable to provide any sort of resolution on their end. \nAs of XX/XX/22, Chase XXXX XXXX have both closed the claim stating each other part is responsible for refunding me for the fraudulent charges, even though both companies state the charges do not belong to me. XXXX has admitted there was an internal error that sided with the seller and allowed the packages to still ship and ultimately causing the claim to be denied by Chase. Chase misled me by allowing me to submit supporting documentation to \" re-open '' my claim, only to immediately deny it stating they do not re-open fraud claims. Chase states by law they are only allowed one recovery attempt on a claim, and all efforts have been exhausted due to the internal error by XXXX and can no longer assist me. \n\nA police report was opened XX/XX/22 per Chase 's last response of \" It might help and we can see what we can do '' with no promise of reopening my case. Case Number : XXXX","date_sent_to_company":"2022-04-12T02:15:48.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95301","tags":null,"has_narrative":true,"complaint_id":"5435201","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-04-12T01:59:18.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX fraudulent charges were posted to my Chase <em>Account</em> from XXXX on XX/XX/22 in the amounts of {$320.00} and {$100.00}. I called XXXX immediately when I found out my <em>account</em> had been compromised and the representative, I spoke with helped me <em>gain</em> <em>access</em> to my <em>account</em>. Emails from XXXX state my <em>account</em> was <em>accessed</em> via GPS in XXXX, CA while I was away travelling to the XXXX XXXX. XXXX submitted a dispute with the seller that same day. XXXX told me on XX/XX/22 not to contact my bank."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.84718,"5435201"]},{"_index":"complaint-public-v1","_id":"3254297","_score":12.377811,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Bottom Line Up Front : Fedloan erroneously reported a delinquency on my account to the credit agencies and has not yet a ) fixed the error on my account, or b ) provided me with adequate documentation acknowledging the error so that I might successfully dispute the negative reporting and restore my otherwise excellent credit rating. \n\nI am an XXXX XXXX XXXX with the XXXX XXXX XXXX. I have nine active loans with Fedloan totaling roughly $ XXXX. Throughout the life of these loans ( ranging five to eight years ), I have never missed a monthly payment, and have never been delinquent. In addition to my monthly payments, the XXXX XXXX XXXX is also making periodic lump-sum payments to Fedloan in accordance with the Judge Advocate Student Loan Repayment Program ( J-SLRP ). For several months, I have been in \" pay ahead '' status with Fedloan, wherein my monthly statements indicate I owe {$0.00}. Despite this, I have continued to make my own monthly payments of an amount more or less consistent with my income-based repayment plan amount. \n\nOn XXXX XX/XX/2019, a monthly statement was generated by Fedloan indicating I owed {$920.00} by XXXX XX/XX/2019. I first viewed this statement on XXXX XX/XX/2019 when I logged into my online Fedloan account to make a routine payment. Upon accessing my online account, I saw that I owed not just the {$920.00} indicated on my monthly statement, but over {$4000.00}. The reason for this amount was not evident. Furthermore, Fedloan indicated on my account that two of my nine loans were 211 days past due. I checked my XXXX XXXX account and found that the erroneous delinquency had been reported to the credit agencies and had resulted in my credit score plummeting from close to 800 to the low 600s. \n\nAfter weeks of calls with multiple Fedloan representatives in multiple departments and painstaking hours invested into rectifying this problem, here 's where we stand : Fedloan representatives finally acknowledged the reported delinquency had been made in error, and promised they would provide me with a letter to that effect which I could then submit to the credit agencies in conjunction with my credit dispute form. To date, Fedloan has not provided me with documentation adequate to demonstrate they erroneously reported a non-existent delinquency. Fedloan representatives tried to explain the sudden high balance due by attributing it to \" interest capitalization '' resulting from the \" redisclosure '' of my income-based repayment plan. While I can not understand this explanation ( and it seems clear to me that Fedloan representatives can not either ), it still does not explain or warrant the sudden delinquency status. With my permission, Fedloan placed the two allegedly delinquent loans in \" administrative forbearance '' and placed the other seven loans into general forbearance, until the end of XXXX so that they have enough time to fix the problem without generating another round of negative credit reporting. As far as I can tell, Fedloan has still not fixed the underlying problem with my account. \n\nTo exacerbate the problem, I am currently trying to gain access to credit to purchase a home pursuant to XXXX orders I have received. I hope to close on a home by the end of XXXX to allow me to XXXX in XXXX. Because of the erroneous negative reporting on my credit report, my access to credit has been significantly hampered. The loan officers working with me to qualify me for a mortgage have indicated they are able expedite a credit correction to the credit agencies so long as they have a letter from Fedloan indicating they made an error, a letter which I still do not have. \n\nWhile I do not have the employee ID numbers of the myriad representatives I've spoken to over the past three weeks, I do have the following IDs of two representatives who have promised to resolve this issue but to date have not : XXXX ( XXXX ) and XXXX ( XXXX ).","date_sent_to_company":"2019-05-26T18:26:29.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"80911","tags":"Servicemember","has_narrative":true,"complaint_id":"3254297","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"AES/PHEAA","date_received":"2019-05-26T18:19:23.000Z","state":"CO","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Bottom Line Up Front : Fedloan erroneously reported a delinquency on my <em>account</em> to the credit agencies and has not yet a ) fixed the <em>error</em> on my <em>account</em>, or b ) provided me with adequate documentation acknowledging the <em>error</em> so that I <em>might</em> successfully dispute the negative reporting and restore my otherwise excellent credit rating. \n\nI am an XXXX XXXX XXXX with the XXXX XXXX XXXX. I have nine active loans with Fedloan totaling roughly $ XXXX."],"sub_issue":["<em>Account</em> status incorrect"]},"sort":[12.377811,"3254297"]},{"_index":"complaint-public-v1","_id":"5927215","_score":12.119337,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XXXX i disputed a charge with Bank of America that the bank investigated several times as i would have the results appealed. The bank found that the charge was made by myself or someone i authorized to use my account. This charge was for {$200.00} for the online merchant for XXXX on XX/XX/XXXX. \nThe bank sent me paperwork stating that the item was delivered to my address at my apartment community. It very well might have been I dont know, it never was received by me and I did not order that item. The paperwork also included other information that I didnt understand as I appealed their decision several times and in the end the bank made me responsible for the purchase. Several months go by I believe I closed that particular account and reopen another width Bank of America with concerns for its security. As time goes by I continue to receive multiple unusual charges on several of my accounts with other institutions resulting in several similar results. The smoking XXXX that Bank of America focused on communicating to me with was the type of device that ordered the item was an XXXX which I used the same XXXX I believe the same model? And this all made me give up because I could not begin to understand how so much of this was happening and Im now filed bankruptcy. Over the months as I go back through some of the transactions and Im looking through some of the feedback from the banks the one from Bank of America in XX/XX/XXXX that had the information with the phone on it was in front of me and Im reading it closely, Nobody has ever pointed out that the biggest reason the merchant denied the dispute was Due to The item being delivered to my address, and the item being ordered from my XXXX profile, and the profile utilized my email. I had never one time in the world ordered anything from XXXX nor did I make an online profile for XXXX  had the bank allowed me to know why they Denied me in full, And made that clear to a layman who has never worked with that type of paperwork that was all confusing I proceeded to go to XXXX and attempt to log into a profile using my email address. I did not have a password so I requested a password reset using my email address I was able to reset a password utilizing my email address. Once I logged into this profile using my email address I certainly found an order for my address for {$200.00} on XX/XX/XXXX. Had the bank explain that to me last year, I would not have often on with every bank institution I have gone through this entire problem that started what seems like XX/XX/XXXX of last year. Because someone had gained access to my email address and it went on for nearly a year with me not understanding that. After Bank of America allow that to happen I became negative in my account multiple times when these fraudulent activities were happening with each institution. Bank of America utilizes a system Including information Regarding insufficient funds when determining hold times for their deposits. \nEach and every time I had insufficient funds and had to wait multiple times on multiple payments that I received that have cost me each Time in someway shape or form like last year when I had to rent a car For an extra week resulting in a {$400.00} charge on top of the {$200.00} charge back that was denied and countless other detrimental financial burdens that have been put on me for their miss handling of this investigation. They are quite possibly one of the number one reasons I ended up filing bankruptcy and there was a {$2100.00} cost to the bank because of disputes that they canceled and then ended up having to pay because of bankruptcy so they end up costing themselves money on top of that. I had a Bank of America representative call and speak with me allowing me to know the last time I communicated with the CFPB that they were going to look into My claims and I will get a follow up and it might take some time approximately two weeks later maybe it wasnt very long I received how we looked at it sorry wrong again. I do not at all know how Bank of America Is allowed to be in national Bank and managing the funds through the federal reserve but leading such a critical error happened to A vulnerable client of their own for 25 years. Ive also submitted Request for information on ACH charges made that they have not responded to me on. Its hard to keep up within the allotted timeframe because of how Overwhelming the bank has made this for me by not allowing me to know that the security error was something that I couldve fixed if they had just included that reason in their denials rather than Treat me as a liar they coul have explained the Charges were made using all of my credentials even though some of the credentials remain fraudulently by Gaining access to my email password. Bank of America has let this American suffer financially by denying truly fraudulent transactions multiple occasions and could have saved me the hardship of bankruptcy and no telling how many total denied transactions at my two other banks, and also no telling how many times I didnt catch them from other places.","date_sent_to_company":"2022-08-29T21:56:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"77373","tags":null,"has_narrative":true,"complaint_id":"5927215","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-08-29T20:55:13.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["Because someone had <em>gained</em> <em>access</em> to my email address and it went on for nearly a year with me not understanding that. After Bank of America allow that to happen I became negative in my <em>account</em> multiple times when these fraudulent activities were happening with each institution. Bank of America utilizes a system Including information Regarding insufficient funds when determining hold times for their deposits."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.119337,"5927215"]},{"_index":"complaint-public-v1","_id":"2083856","_score":11.338317,"_source":{"product":"Bank account or service","complaint_what_happened":"I question Bank of America 's practice of putting extended \" holds '' on funds deposited from another institution. Specifically, check proceeds are paid by the bank issuing the checks, but Bank of America does not make the funds available to their own banking customer until days later. The following is the most recent example. \nOn XXXX, I deposited a check for {$600.00} at the Bank of America branch in XXXX, Texas. On XXXX, XXXX XXXX XXXX in XXXX transferred that amount to Bank of America. The {$600.00} was credited to my Bank of America account on XXXX and removed from my funds on XXXX. \nI am a signatory to both accounts. On XXXX my on-line access revealed the funds had been subtracted from the XXXX account. On-line access to my Bank of America said a notice was sent via U.S. mail explaining the hold and when funds would be available. An on-line chat with a Bank of America representative defined the problem : XXXX informed Bank of America there was a risk the funds might not be available in the account and the earliest Bank of America would make the {$600.00} available would be XXXX. How could this be when XXXX had already transferred the funds to Bank of America? \nA trip to the XXXX branch explained Bank of America 's position ; Their risk management department had flagged the account as a \" risk ''. Bank of America considers any check they receive from this XXXX account a risk, even after XXXX honors the check. The representative confirmed that anyone or any organization using Bank of America for regular banking and deposits a check from this XXXX account will experience the same \" hold '' and delayed payment. This includes checks to physicians, grocery stores and other merchants. Funds will be held for an unspecified time. I am told there is no way to correct the \" risk '' flag. \nBank of America 's reason for the \" risk '' flag : last month a check was written on the wrong XXXX account, resulting in insufficient funds. That error was corrected within twenty-four hours. \nI can not write this off as a snafu because it is not an isolated occurrence. On previous occasions Bank of America delayed credit to my accounts for funds deposited from an array of financial institutions including XXXX XXXX and the Texas State Comptroller. The funds are unavailable well beyond two or three business days. \nI am further confounded by the inaccuracies reflected on my monthly account. Now, there is no evidence the funds were removed on XXXX. This is the same pattern as previous deposits put on \" hold. '' Bank of America 's practice of delaying access to funds is harmful to consumers for the following reasons : ( 1 ) the consumer has no money, while Bank of America is using the consumer 's deposit for their own gain ( 2 ) lack of access to funds is costly for consumers -- late payments and fees, increased interest rates, ruined credit scores ( 3 ) if a consumer is unaware of Bank of America 's \" hold '' on their funds, they are at risk of having checks and payments returned as insufficient funds : my notification letter did not arrive until XXXX -- seven days after the \" hold '' was initiated ( 4 ) resources needed to resolve missing funds is an additional cost to consumers -- the above experience cost me : six hours time at minimum wage= {$46.00}, mileage expenses to the bank -- XXXX miles roundtrip= {$20.00}. \nThe issue of funds availability has been resolved for only XXXX incident. After being informed that future checks Bank of America receives from this XXXX account will be placed on \" hold '' for days, we closed the XXXX account. \nIs it possible to assure Bank of America 's practice of keeping funds unavailable can be changed? Why ca n't funds be available in personal accounts as soon as drafts or checks are honored by the issuing bank?","date_sent_to_company":"2016-08-26T21:12:00.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"780XX","tags":"Older American","has_narrative":true,"complaint_id":"2083856","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2016-08-26T21:11:59.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The {$600.00} was credited to my Bank of America <em>account</em> on XXXX and removed from my funds on XXXX. \nI am a signatory to both <em>accounts</em>. On XXXX my on-line <em>access</em> revealed the funds had been subtracted from the XXXX <em>account</em>. On-line <em>access</em> to my Bank of America said a notice was sent via U.S. mail explaining the hold and when funds would be available."],"product":["Bank <em>account</em> or service"],"sub_product":["Checking <em>account</em>"]},"sort":[11.338317,"2083856"]},{"_index":"complaint-public-v1","_id":"6282234","_score":10.145922,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was a member with USAA for 4 years, had a 2 checking and 1 savings account that every XXXX of our income was deposited into. My wife was XXXX XXXX XXXX and got robbed leaving work and they got her purse with her wallet, keys and phone in it. she had what she called XXXX brain at the time and kept a little slip of paper in her wallet with all of our important phone numbers, passwords and pin numbers to everything in her wallet, in case she needed one of them, and couldnt remember. all of that was taken during the robbery. we contacted police and got a police report for the incident. The robbery put her into XXXX XXXXr and by the time everything had settled, we finally got our son out of the XXXX, and I sat down to see why our bills had started bouncing back when we had well over XXXX in between all three accounts I obviously had to look into what was going on. That was when we first realized that not only had our account almost been cleared out, but her identity had been stolen. They didnt just stop with our money either, they also applied for credit cards and loans in my wife 's name. USAA was very nice at first and our first fraud claim with them was over {$4000.00}. They are a XXXX liability bank and gave us the permanent credit back fairly quickly. they were supposed to cancel our cards and put stop payments on anything coming through but they didnt do that and our account just kept getting hit over and over. We would call and ask them to try to identify the people doing this because they were using the information gained in the robbery, from her wallet, to transfer money from one account to another and it was like we had absolutely no control over our money but every time they would credit us some of the money back. after they knew about the identity theft they were supposed to protect us but instead of protecting us they did not protect our accounts it was like a free for all. there was money coming up missing left and right and to be honest there have been times when we have actually thought there might have been something going on within the bank itself. 2 months ago we got a letter in the mail that told us they had decided that there had been no error made and they were going to reverse the credits that they had given us. keep in mind that we still had not gotten what we had lost back and the very next day they started taking money out of our accounts, saying that it was because they found no error. all in all they out of nearly XXXX, we have been left with a negative XXXX in our bank and they are now saying that they are utilizing their right to not do business with us anymore. i spoke to a woman named XXXX that was supposed to be over the fraud department and she treated me like i was a child. her very first words on the phone to me were \" do you want to tell me the truth, or are you going to lie to me ''. they have started transfering money from one account to another themselves but have totally cut us off, telling us the account is closed for anything but credits. one of the credits was our income tax check for almost XXXX. we have never gotten to see any of it because we have had our online access removed and everything. just last week, we got a letter in the mail saying that they needed our social security numbers and other personal identifying information, but when we called all were told was that the accounts are closed and only accepting credits. even though they have cut us off from any access to the accounts, they have not cut off our email notifications and we have been receiving notifications every day almost, telling us about more and more transactions have been found in our favor, but who and where are they going to? it is not being put towards the amount that they have overdrawn us and A few days ago they told us that they were charging the accounts off onto our credit as a charge off- fraud based. we have had it with them and do not know where to go from here. we have a new baby to take care of and have literally lost everything we had to our names and all of it has been accepted by a XXXX liability facility. \nThey have now completely shut us out of being able to see any of our documents and have made it impossible to even see an account there.","date_sent_to_company":"2022-12-05T22:03:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"380XX","tags":"Servicemember","has_narrative":true,"complaint_id":"6282234","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2022-12-05T21:49:07.000Z","state":"TN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["up missing left and right and to be honest there have been times when we have actually thought there <em>might</em> have been something going on within the bank itself. 2 months ago we got a letter in the mail that told us they had decided that there had been no <em>error</em> made and they were going to reverse the credits that they had given us. keep in mind that we still had not gotten what we had lost back and the very next day they started taking money out of our <em>accounts</em>, saying that it was because they found"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.145922,"6282234"]},{"_index":"complaint-public-v1","_id":"2657208","_score":8.693258,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I 've had my Coinbase Account for 4-5 yrs., & never experienced such problems. Internet Reports indicate they 've received more Complaints in XX/XX/XXXXthen since Company 's inception.\n1.On Tues.,XX/XX/XXXX logged into my Coinbase Account to retrieve Wallet Address Code, preparing to transfer bitcoins to Coinbase for additional transfer to my Bank Account for end-of-the-month necessary transaction completion.\n2.Noticed a Coinbase Message indicating a transaction from XX/XX/XXXX was returned, and payment was required to update my Account. During that time, my then-credit card was hacked, cancelled, and replaced by my bank. Therefore, since I was hurried, I assumed this message was related to a transaction on the cancelled credit card, so I re-submitted the payment, then copied my Wallet Address to receive the incoming bitcoins, as planned. However, research into my Bank Statement indicates that this payment WAS ALREADY RECEIVED by Coinbase.\n3.Still, the new transaction from XX/XX/XXXX, including transaction fees, I suppose, Posted to my Account AGAIN onXX/XX/XXXX.\n4.The day the payment was made ( XX/XX/XXXX ), I could see the transaction pending on my Bank Account Statement. I assumed that since Coinbase was receiving the requested payment, all was well with my Account.\n5.The next day ( Wed. XX/XX/XXXX ), I transferred Bitcoins into my Coinbase Account, intending to withdraw them to my Bank Account. However, my Account was still Block. The Page requesting payment for the returned item keeps repeatedly blocking me from proceeding with any transitions.6.I emailed : XXXX ( as suggested on the Website ), only to receive the message, below : RESPONSE : Thank you for contacting Coinbase. In an effort to more quickly respond to requests, directly emailing XXXX is no longer enabled.To get a response from our support team, please visit the following page and complete the request form : XXXX XXXX XXXX Please use the email address that you use to log in to Coinbase, select the appropriate category, and include as much detail as possible when submitting your request.\nThanks in advance for your patience and support.\nThis message was sent to XXXX in reference to Case # XXXX XXXX.I followed the instructions, submitting two-to-three Support tickets over the next 24-hours, anxious for a response so that I can sell bitcoins, then transfer needed monies into my Bank Account. I received no response from Coinbase.\n8. I attemted emailing, again, and received this response : Type your response ABOVE THIS LINE to replyRe XXXX XXXX  Coinbase | XX/XX/XXXXXX/XX/XXXX PDT Thank you for submitting your request. Due to increased volume it may take several days to receive a response. If you suspect that your Coinbase account has been compromised, please submit a request and select the Hacked account category. Check out the following support articles to get your issue resolved more quickly. Account access and verification : Phone, XXXX Authenticator, or Authy issues Tips to complete photo ID verification I want to change my country or state Raise my account limits Buying and selling : Verifying a credit or debit card How do I withdraw money to my bank account? How long does a buy take? Digital currencies : Pending digital currency transactions.Where is my wallet address?\n9. On Thursday, XX/XX/XXXX, after not hearing from Coinbase, nearing the close of day, I began searching on the Website and Internet for a Coinbase Contact Phone number. I came across two phone numbers that had been Posted in the last 6-hours ( XXXX, and XXXX ), and called them both. A woman answered the 2nd number, and after asking me what I thought were odd questions, like how much Bitcoin was in my Account -- - AFTER, Id given her the email associated with my Account, so she should have known the answer to this question -- - she transferred me to a man, whom she claimed was her Manager. After giving him the same explanation as the woman, he informed me that in order to access my existing bitcoin, I would need to transfer {$1000.00} into the Account. I hung up on him, and continued searching for a Coinbase Contact phone.\n10. Desperate for help, I called back the man again, since it keep insisting that he was a Coinbase Representative. This time, he acted like he had never spoken with me, and questioned who might have instructed me to deposit {$1000.00} into my Account? He asked me the persons name, and I replied that I did not write it down, but asked for HIS name. Although both HE, & the woman who answered the phone sounded either XXXX XXXX, or XXXX ( & I could hear another voice, presumably on the phone, talking in the background, also XXXX sounding ), the man told me that his name was XXXX XXXX. This time, he assured me that my Account was CLEAR on his end, but in order to determine why I was receiving the Error message, he would need to electronically gain access to my computer, and thereby access my Account. Again, I hung up on him, indicating that he was a scam, probably a hacker, and that no way was his name XXXX XXXX, since he sounded XXXX, not XXXX! I also informed that I was going to report his name and number to Coinbase.\n11. I then found what I think is an actual Coinbase Fraud Phone Number ( XXXX ), and called it, indicating that I believed the fraudulent parties I just described might have hacked my Account. I left a message after the Coinbase out-going message indicating that Coinbase takes Fraud very seriously, and would contact me within 4-hours of message receipt M-F, XXXX\n12. The first call was made around XXXX XXXX on Thurs.,XX/XX/XXXXand so I expected to hear back from Coinbase on Friday,XX/XX/XXXX per their outgoing message.\n13. By Friday morning, after not being contacted, I called the number again, leaving an additional message. I repeated this process 3-4 times. No response was ever received. During this process, I also submitted at least one ( if not more ) additional Support tickets from the Website, and attempted Live Chat. No response was received.\n14. By now, my Bank Account -- - where the funds were intended to be transferred -- - has gone into over-draft, and it is the XXXX XXXX weekend, therefore, the next business day will not transpire until Tuesday, XX/XX/XXXX and so I am desperately trying to contact Coinbase to determine the issues with my Account.\n15. Also, during this time, I am searching the Internet, and feel regret in the pit of my stomach when I read that Coinbase has received MORE COMPLAINTS in XX/XX/XXXXthan since its inception. I feel RELIEVED that I am not just being targeted for punishment, however, this does not make me feel good, that Customers are not being treated professionally.\n16. I really want and need my bitcoins. Whether or not I continue my Coinbase Account is another story, but if Customers can not depend on prompt communication when issues arise, then the business can not be trusted.\n17. Below is the continual Error Message that I am receiving, Blocking me from conducting ANY transactions, including withdrawing my money to my Bank, or sending the Bitcoins to another outside Wallet. When I click the link, it takes me in a loop, continually requesting the {$0.00} payment, since the amount initially requested has already been completed, according to my Bank Records,XX/XX/XXXX.\nIssue with XXXX XXXX We could n't complete one of your buys due to an issue with your payment method. Please select a payment method to continue.\nCOMPLETE YOUR BUYS Amount {$0.00} Payment method XXXX XXXX XXXX Make Payment AFFECTED PURCHASES Please contact XXXX if you have questions or require additional help.\nCurrently, Coinbase does not have enough resources to catch up to complaints/issues, everything is robotic and automated. U ca n't reach out to a live support line when needful, & Company keeps accounts disabled for security reasons, but damages clients ' well- being! Lack of adequate support resources is destroying Coinbase 's public image. used to highly respect the Company for its innovation and powerful technology in digital currencies, but recently lost my trust.","date_sent_to_company":"2017-09-02T22:30:17.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"902XX","tags":null,"has_narrative":true,"complaint_id":"2657208","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2017-09-02T21:58:55.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This time, he assured me that my <em>Account</em> was CLEAR on his end, but in order to determine why I was receiving the <em>Error</em> message, he would need to electronically <em>gain</em> <em>access</em> to my computer, and thereby <em>access</em> my <em>Account</em>. Again, I hung up on him, indicating that he was a scam, probably a hacker, and that no way was his name XXXX XXXX, since he sounded XXXX, not XXXX! I also informed that I was going to report his name and number to Coinbase.\n11."]},"sort":[8.693258,"2657208"]},{"_index":"complaint-public-v1","_id":"5806898","_score":8.438021,"_source":{"product":"Checking or savings account","complaint_what_happened":"This will be my third complaint regarding the fraudulent charges against my checking account with TD Bank and an opportunity for me to address the bank 's refusal to acknowledge these charges as fraud from another angle. The bank has responded to my previous complaints as follows : 1. There were no card present attempts after card was closed by the customer. Indicating fraudster knew when the card was closed. \n2. PIN number was entered correctly on the first attempt. No indication Pin number was compromised.\n\n3. Transactions in between fraud not being claimed indicating card in possession. Upon receipt of the escalation, leadership reviewed and upheld the denial 4. XXXX XXXX PIN used transactions occurring in between claimed fraud not being claimed indicating card in possession 5. No closed card attempts made with card at point of sale after card was closed by the customer. Case considered closed. \n\nIn my previous complaints I did not go back to basics and provide documentation of the most building block evidence as I assumed the bank took these claims to be fact. I never considered that I needed to back up my most basic claims, however, after reviewing the XXXXXXXX database, specifically those complaints involving TD Bank, it appeared that those that were successful adopted this approach. Therefore, I am filing this complaint to follow that example and address the banks previous denials without assuming that they accept anything as proven fact though I firmly believe that TD Bank is and has always been privy to this evidence and has chosen to ignore it in favor of canned denials without a thought of the repercussions that their decisions have caused in the single consumers life. \n\nOn Saturday, XX/XX/XXXX, at XXXX pm I received a notification that a purchase of bitcoin had just occurred with my XXXX account ( see Attachments 1 and 2 ). I knew this to be in error or misuse of my card or account as I had never made a purchase of this kind. I immediately contacted XXXX and informed them and asked that they suspend the account. The results of this phone call and the action taken by XXXX were sent to me via email on XX/XX/XXXX ( see Attachment 3 ). As my TD checking account was the funding account for this purchase via my XXXX account I wanted to check and make sure it was secure as well and take any further action necessary. It was at this time that I attempted to access my TD account via online banking and found that neither my long-standing username nor password worked to access my account. I immediately called TD Banks XXXX customer service number and my voice was recognized and confirmed using their voice recognition technology to grant access to discuss my account. At this time, I was notified by the agent that there were numerous pending transactions against my account of which I had no knowledge, and which had not been authorized by myself. I asked the agent to have the account frozen and disable the debit card until I could go into the branch and speak to someone in person. The agent assured me that these actions were taken at that time ( Saturday XX/XX/XXXX, at approximately XXXX pm ). However, as you can see from my attached statements from TD the account continued to be used fraudulently despite my fraud notification ( see Attachment 4 A-C ) and directly refutes claims 1 and 5 made by TD Bank and outlined above. As Monday was a bank holiday I went into my branch on Tuesday, XX/XX/XXXX, to report the fraudulent transactions, that I knew had occurred only after speaking to the customer service agent, but also to find out what had happened to my online access. I knew something had happened but really was unsure to the extent as I had not had any access to my account. As I have previously reported, my debit card was not in my possession and all these actions that I have described above as well as my activity throughout that weekend can be further confirmed by a friend who was visiting with me in my home and who remained in order to provide transportation to my bank on Tuesday. \n\nIn point 3 of TDs reasons for denial they claim that activity on my debit card that was not claimed as fraud occurred during the fraud. This is very easily explained as I had numerous monthly charges that automatically deducted from my account without any action on my part. It was merely coincidence that these charges posted during the fraudulent activity, but it nevertheless does not make them fraudulent nor does their occurrence evidence any fraudulent activity on my part. Any cursory investigation of the account would have shown that the same amounts had been deducted on the same date over the course of many months previous. However, if TD Bank had frozen my account as I requested during my phone call to their customer service line these deductions should also have been denied as that is what I had requested when I contacted the bank. Further, as to claim 4 of TDs denial I categorically deny that any card present PIN used transactions occurred after XXXX pm on Saturday XX/XX/XXXX, were made by myself. It would not have been possible as I no longer had my debit card in my possession or any other access to my account via website or app throughout that weekend at this time and could not have made any purchases or withdrawals via any means as none were available to me. Again, I do have a witness who can testimony as to my activity and further support my denial that the circumstances described in claim 4 occurred in the first place.\n\nAs to point 2 of TDs reasons for denial I can only report was I was told by a branch employee when I reported the fraud in person on Tuesday, XX/XX/XXXX, that the PIN was changed at the same time my username and password were changed. I have no way of knowing if this was truly the explanation or if the fraudsters somehow gained this information through other means. I can only say that I had only just received a direct deposit of just over XXXX  XXXX from an insurance payout that I had been in a prolonged battle of nearly three years to settle. I am unaware if I was targeted because of the receipt of these funds but the coincidence that I had a healthy balance for the first time in many weeks only to see those funds disappear in one weekend seems strange ; but I have not been informed nor was I aware of anything out of the ordinary as I went about my usual routine in the days prior to these events. Therefore, I can not confirm or deny the validity of TDs second point, but can only argue that, as all account access had been altered and was no longer available to myself that it seems to follow that the PIN was changed at the same time. I have certainly not been provided with any evidence that it was not changed, nor have I received any written response or documentation from TD Bank despite my repeated requests for this information going back to the first denial of my claim by TD Bank a mere four days after my in person visit to the branch.\n\nFinally, in various communications with TD Bank during this dispute process they have mentioned my historical banking records and again I would assert that if they would consult these, they would see that I very rarely use non-TD Bank ATMs and might have once paid for a balance inquiry in the entirety of my relationship with them. It has not been a common practice in my life to pay for such services and I have only on rare occasions done so, not just during my time with TD Bank, but throughout the entirety of my adult life. I would gladly provide any banking record still available to me if I thought it would assist them in making the correct informed decision I would gladly do so. Therefore, I do not believe that TD Bank has any reasonable claim left to assert to explain the denial of my claim of fraud or to question the validity of my claim. I believe that TD Bank should immediately return the funds fraudulently removed from my account in the amount of {$3800.00}. These charges can be found on my attached bank statement that I have attached to this claim and marked as Attachment 4C. Additionally, funds, in the amount of {$490.00}, were routed out of my account electronically to an unknown XXXX account during the time period that I no longer had any access to my account ( see Attachment 4A ). Though my XXXX account was used by the fraudsters by this time I had that account secured and XXXX and it was not involved in the processing of this transfer. Finally, my name, social security number and bank account were used to apply for and receive a loan, in the amount of {$1000.00} via XXXX XXXX during the time period in which I had lost all account access ( see Attachment 4A ). Therefore, I believe TD Bank should return {$4300.00} to me immediately and provide written documentation of the fraudulent use of my account so that I may in turn provide this documentation to XXXX so that I will not be held liable for the fraudulent receipt of these funds nor held liable for the non-payment and additional fees that have accrued while I awaited TD Bank to properly resolve this valid claim of fraud. Though, in conclusion, as I have asserted above if TD Bank had properly secured my account, as I was assured, they had done on Saturday, XX/XX/XXXX much of this activity would have been rejected at the point of purchase or attempt to transfer.","date_sent_to_company":"2022-07-25T12:55:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"29681","tags":null,"has_narrative":true,"complaint_id":"5806898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2022-07-25T12:47:42.000Z","state":"SC","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["As my TD checking <em>account</em> was the funding <em>account</em> for this purchase via my XXXX <em>account</em> I wanted to check and make sure it was secure as well and take any further action necessary. It was at this time that I attempted to <em>access</em> my TD <em>account</em> via online banking and found that neither my long-standing username nor password worked to <em>access</em> my <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[8.438021,"5806898"]},{"_index":"complaint-public-v1","_id":"8590303","_score":8.257622,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Re : Address Dispute to Confirm Identity - XXXX XXXX XXXX I, XXXX XXXX XXXX XXXX \" the Complainant '' ), recently received an \" Important Information '' email notification from Experian dated XX/XX/XXXX, regarding a message concerning my Experian credit report, as part of your fraud protection efforts. Experian has requested verification of my current mailing address, requiring : One copy of a government issued identification card, such as a drivers license, state ID card, etc. displaying my current address, and One copy of a current utility bill, bank, or insurance statement, etc. ( See Exhibit A ) However, I am deeply concerned that my Experian credit file account has been compromised unlawfully. My Experian credit file appears that someone, either individually or collectively, has tampered with my account, utilizing fictitious or identical names. In some instances, they have even changed their own legal names to match mine, in order to alter my residential address without my lawful consents. ( See Exhibit B ) This alteration occurred despite my Experian credit file account displaying the correct address as of XX/XX/XXXX ( See Exhibit C ). If a Furnisher has provided Experian with an inaccurate address, it is their duty under the Fair Credit Reporting Act ( FCRA ), Title 15 U.S.C. 1981s-2, to furnish accurate information.\n\nThe violations of FCRA, Title 15 U.S.C. 1981s-2 are outlined as follows : A. Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer report agency, if the person knows or has reasonable cause to believe that the information is inaccurate.\n\nB. Reporting information after notice and confirmation of error. A person shall not furnish information relating to a consumer to any consumer reporting agency if : i ) The person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ii ) The information is, in fact, inaccurate.\n\nC. No address requirement. A person who clearly and conspicuously specifies to the consumer an address for notices referred to in subparagraph ( b ) shall not be subject to sub paragraph ( a ) ; however, nothing in subparagraph ( b ) shall require a person to specify such an address.\n\nD. Definition. For purposes of subparagraph ( a ), the term reasonable cause to believe that the information in inaccurate means have specific knowledge, other than solely allegations by the consumer, that would cause a reasonable person to have substantial doubts about the accuracy of the information. \n\nMy online disputes with Experian, as well as the results dated XX/XX/XXXX, for report number XXXX and XX/XX/XXXX, for report number XXXX, have not been resolved by the Experian dispute department. My online disputes with Experian, as well as the results dated XX/XX/XXXX, for report number XXXX and XX/XX/XXXX, for report number XXXX, have not been resolved by the Experian dispute department. \n\nMoreover, I have harbor significant reservations regarding Experian 's global affiliations, particularly with countries such as XXXX and XXXX. My concerns were sparked when I had discovered that my residential address had been unlawfully altered without my consent after XX/XX/XXXX, despite it having been corrected since XX/XX/XXXX. As a citizen of the United States, I find it alarming that another country could gain online intranet connectivities and access to my personal identifiable information ( PII ) through Experian with relative ease. This situation has become even more concerning to me following the conclusion of the Covid-19 pandemic on an international scale.\n\nFurthermore, I find myself once again grappling with issues of misinformation regarding my current address within my Experian credit file account, without any authorization or disclosure from Experian regarding the source of this misinformation. This has led me to speculate that countries like Experians XXXX and XXXX might be exploiting requests copies of my North Dakota Real ID Driver License and utility bills for their own purposes, potentially for housing and employment opportunities within the United States, thus engaging in identity espionage. \n\nThis gradual erosion of the United States sovereignty, carried out through surreptitious means such as identity thefts and manipulations, presents a formidable challenge. It appears to align with the principles of the XXXX society, representing a subtle yet significant threat to the established order without resorting to overt acts of war. \n\nNavigating these complexities adds an unwelcome layer of difficulty to my life within the United States. It forces me to confront identity thefts and schemes problems aimed at undermining my place within the new world order establish under the Experian credit file community, further exacerbating the challenges, I face in safeguarding my own identity and security within the United States affiliations to the New World Order community. ( See Exhibit D )","date_sent_to_company":"2024-03-20T20:14:24.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"58103","tags":null,"has_narrative":true,"complaint_id":"8590303","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-03-20T19:32:25.000Z","state":"ND","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["As a citizen of the United States, I find it alarming that another country could <em>gain</em> online intranet connectivities and <em>access</em> to my personal identifiable information ( PII ) through Experian with relative ease. This situation has become even more concerning to me following the conclusion of the Covid-19 pandemic on an international scale."]},"sort":[8.257622,"8590303"]},{"_index":"complaint-public-v1","_id":"4796739","_score":8.1140375,"_source":{"product":"Debt collection","complaint_what_happened":"XXXX XXXX XXXX XX/XX/XXXX Continental Finance : Dispute In XX/XX/XXXX, I, XXXX XXXX, entered into a financial agreement with Continental Finance, to receive a Reflex credit card with a {$500.00} credit limit. The agreement included use of my XXXX XXXX XXXX XXXX account for all XXXX account payments. As is typical with these financial arrangements, I provided Continental Finance with my XXXX XXXX XXXX XXXX account and routing number. ( Copy of statements dated XX/XX/XXXX and XX/XX/XXXX are included in this file. ) Almost immediately, issues arose regarding the access to current and accurate information provided in XXXX online website, when in XX/XX/XXXX, I made a {$300.00} online payment on that account. When I referred to the account the next day, 1 day before the payment was due, there was no evidence I had made the payment arrangement. ( This was a recurring issues ). Worried that I might be charge a late fee, I made another {$300.00} online payment. A few days later {$600.00} was extracted from my account, well in excess of the balance due. In telephonic communication with a XXXX representative who instructed me that the only way to correct this was to arrange a conference call from the office of a Credit Union representative. The call was made from the office of XXXX XXXX, a Senior Service Specialist at XXXX XXXX XXXX XXXX XXXX XXXX in California. The issue was resolves and {$300.00} was returned to my account. \n\nIn XX/XX/XXXX, the credit limit on the card was raised to {$1000.00}. Between XX/XX/XXXX and XX/XX/XXXX each XXXX payment was made on time without incident from with funds accessed via XXXX XXXX. \n\nOn XX/XX/XXXX, I reported the loss of my XXXX credit card account number ending # XXXX. Although, XXXX would later claim ( XX/XX/XXXX ) that it opened a second account number ending # XXXX, I never received that card nor was a charge ever made on that card. My last charge on a XXXX issued card was on XX/XX/XXXX, on account number ending # XXXX. I never requested another card or account and I never received one. \n\nOn XX/XX/XXXX, I made a {$170.00} payment on the account which XXXX failed to retrieve. Subsequently, I was denied online access to my account preventing me from evaluate the issue. On XX/XX/XXXX th XXXX, I called to find out what the was the problem. Nothing about my account activities prevented access to the funds available in the account. When I had attempted to access statements via XXXX online website there was no statements available. The statements link at the top of the web page possess no statement access. I requested that I be sent paper copies of the previous 4 months ' worth of statements and the Reflex rep said that I would be provided with those. That never happened. \n\nI would only have online access to account information from XX/XX/XXXX th until XX/XX/XXXX during which time I made 3 additional payments. {$210.00} on XX/XX/XXXX th, {$150.00} on XX/XX/XXXX and {$150.00} on XX/XX/XXXX. According to the online web page that should have brought my account balance down to {$310.00}. My only interest at this stage was pay off the account as quickly as my resources became available and close the account. Once I became aware that online access to my account was once again blocked, I went to XXXX XXXX XXXX XXXX on XX/XX/XXXX and I had the credit union rep, XXXX XXXX, make a conference call to Reflex. Ms. XXXX led the conversation. The XXXX representative who when pressed by MsXXXX XXXX, would only identify himself as XXXX. XXXX would go one to claim that retrieval of the two recent payments I had made on XX/XX/XXXX ( {$150.00} ) and XX/XX/XXXX ( XXXX ) had been denied. He then said my account activity appeared fraudulent and that I would have to pay my entire balance of {$640.00} before I would be granted access to my account. I told him that the reason for my call was on that date was to prevent any late charges to my account with the next payment being due on the 2nd. I attempted to arrange a payment on the spot to prevent any additional charges but was denied. I told him making payment in full, but obviously I had become highly motivated to end my relationship and close the account. This disturbing conversation only elevated that mitivate. I told him the account would be paid as soon as was possible. At the end of the conversation, I asked MsXXXX XXXX to recite my account number to XXXX. XXXX claimed that the account information she gave him was not the information he had. The same number that XXXX to access the funds for payments from XX/XX/XXXX all the way up through closure of the XXXX account number ending in # XXXX in XXXX of XXXX. The same XXXX XXXX XXXX XXXX account that I still maintain. Nothing about that account has changed. I have enclosed in this file a copy of the account statement dated XX/XX/XXXX as well as a copy of the statement dated XXXX. If fact, while Continental Finance was having so much trouble gaining access to the 5 payments made between XX/XX/XXXX, and XX/XX/XXXX XXXX different entities with the EXACT same information, had no trouble accessing funds, they were uninterrupted for payments made on those accounts during the same EXACT period. XXXX XX/XX/XXXX. A total of 7 payments made between XXXX XXXX to XXXX  XXXX, XXXX  XXXX and XXXX Insurance XXXX I have enclosed 7 screenshots of payments made to XXXX XXXX drawn on the XXXX XXXX XXXX XXXX account from XX/XX/XXXX XX/XX/XXXX. I have included another 7 screenshots drawn on the same account with the same EXACT information by XXXX XXXX, XXXX  XXXX and XXXX in XXXX, XXXX and XX/XX/XXXX. Each of those screenshot display date of payment, amount of payment, account balance and entity receive funds. I think its highly likely that XXXX XXXX closed the account ending # XXXX and opened the alternate account ending in # XXXX despite the absence of my interest, it did so in error. The account information that what used to open the account in XX/XX/XXXX and remains the same to this day was altered, intentionally or otherwise, that information remains the same to this day. As for the lost debit card, that card number is inconsequential and irrelevant. The account number and routing number is the information that provide access to funds in this account. That is the information used by every other company to receive their payments. It also bears mentioning that I have 4 other credit card accounts. I have never made a single delinquent payment and each of those accounts are either at, or very near a {$0.00} balance. I also have 3 bank accounts that Ive never been charged a single overdraft fee without ever paying for the service. \n\nAfter my disturbing conversation with the rude, provocative and offensive XXXX representative XXXX and his attempt to bully me, I received regular XXXX account statement. My balance had gone from the {$640.00} figure XXXX had quoted me to {$730.00}. This would be the last correspondence I would receive from XXXX XXXX XXXX XXXX end of XX/XX/XXXX, after I had filed a dispute against Continental Finance with the Consumer Financial Protection Bureau XXXX \n\nOn XX/XX/XXXX, I had a certified draft for {$250.00} and sent that check to XXXX via XXXX mail U.S. Postal service. I repeated this procedure on XX/XX/XXXX th, XXXX ( XXXX ), then again on XX/XX/XXXX ( {$230.00} ), for a total of {$730.00}. On each envelope was my address. The same address Ive maintained since XXXX, XXXX. The total cost for Priority mail delivery {$41.00}. After each payment, I waited for return correspondence. It never came. I concluded that my business with XXXX XXXX XXXX XXXX be over. ( All documentation is provided in this file ). \n\nIn XX/XX/XXXX, while checking my credit report, I found out that my account had not been closed. Continental Finance was maintaining that I continued to have, an outstanding balance had missed 3 consecutive payment and was being penalized each month financially as well as the damage being done to my report. \n\nOn XX/XX/XXXX I filed a dispute with the Consumer Financial Credit Bureau ( document enclosed ), I described my experience and on XX/XX/XXXX the Consumer Financial Credit Bureau received a response from Continental Finances  Senior Vice President, XXXX XXXX and the case was marked closed. Several days later ( XX/XX/XXXX, I received a copy of that response, the first direct correspondence I had received from Continental Finance since XXXX of XXXX. The response, from Ms. XXXX, was filled with inaccuracies and factual errors. ( a copy of document is included ). In it, she claims, on XX/XX/XXXX, that I reported a lost card, which is true. She also claims that a replacement account ending # XXXX was opened to replace account ending # XXXX. Which I was never aware of. At the time I notified Continental Finance of the lost card I never requested another account be opened nor did I request a new card be sent to me. I never received one. My last charge on a XXXX credit card was on XX/XX/XXXX account number ending # XXXX, for {$20.00}. Next, she claimed the payment I submitted on XX/XX/XXXX was denied as unauthorized payment. It bares noting, it is at this points each subsequent payment made over the next 2 1/2 months ( 4 ), were also denied. The information necessary to access and receive funds on this account had not changed. Account number and routing number remained the same. Having been issued a new debit card with a different number was inconsequential and irrelevant. Simply stated, Continental Finance failed to enter the proper information. Period. It had nothing to do with my activity on the XXXX XXXX account. My account access was then suspended from XX/XX/XXXX XX/XX/XXXX. XXXX XXXX then claims I stopped payment on the account because of fraud. This is false. I NEVER made that request to XXXX XXXX. I never said that nor would I have reason to do so and there is no evidence to support that claim. In fact, each of the banking statements, covering that same period of time, ( XXXX XXXX XX/XX/XXXX ) In my experience, banking institutions charge fee for this service. XXXX XXXX charges? There is not a single instance that suggests that Continental Finance had attempted to access funds in this account and had been denied. Nothing. I have never found it necessary to stop payment on anything in many years and this circumstance is no exception. \n\nYet, during the same period, ( XX/XX/XXXX-XX/XX/XXXX ) under the same circumstance, with the exact same information Continental Finance is in possession of, XXXX  XXXX, XXXX  XXXX and XXXX accessed 7 the funds for 7 different payments ( documents enclosed ). I have also, reluctantly, enclosed my entire banking statements for the months of XXXX, XXXX, and XX/XX/XXXX. Most of this information is not the business of Continental Finance, but in the interest of resolving this matter, these documents show 0 activity associated with Continental Finance. Fortunately, XXXX XXXX, are most credible financial institutions, are in the business of serving their customers, consistently providing them with accurate providing accurate and timely information and supports. Continental Finance has set an extremely low bar. \n\nNext, Ms. XXXX claims, XXXXontinental Fianance, has suddenly and conveniently forgotten how to deliver mail. She claims, on XX/XX/XXXX, Continental Finance received return mail on my account. While it is conceivable, though dubious, that a mail carrier can insert a piece of mail to a mailbox, in a bank of boxes, in a senior building, when that happens the receiver of that mail would leave it out to be retrieved by their neighbor, but, according to Ms. XXXX, it happened again in XX/XX/XXXX. This premise is ridiculous, particularly since it was in XX/XX/XXXX, that same month, that I received the last original statement, indeed, the last correspondence from until late XX/XX/XXXX after filing my dispute. This defies logic and establishes a definitive pattern of behavior that only serves Continental Finances interest. \n\nConsequently, Continental Finance, used this claim to justify the decision to withhold all access to my account information, online and by mail, all while adding charges, penalties and fees to my account and destroying my credit. The letter from Ms. XXXX, then goes on to claim, falsely, that on XX/XX/XXXX th, XXXX my address was updated. That never happened and is intended to mislead. My address has never changed. In fact, every piece of mail Ive ever received from Continental Finance, has the SAME address. I received, along with Ms. XXXX letter, on XX/XX/XXXX XXXX, copies of all back dated statements from XX/XX/XXXX through XX/XX/XXXX. On every one of those statements is the same address. \n\nEvery delinquent notice and each of the 3 priority mail envelopes I sent certified checks in XXXX, XXXX and XXXX, all have without deviation, the same address. My current address. More than 40 pieces of mail. To suggest they were unable to deliver correspondence to me via mail defies credulity and is entirely self-serving. There isnt a single other instance where anyone, financial entity or otherwise, has claimed to have sent mail to me at this address and had it returned. Not once. This is false. If evidence exists that proves that mail was delivered to me on either of those occasions, something other than someone word, I havent seen it. Id be happy to examine it if it exists. Something like a returned envelope, a post marked envelope with my actual accurate address, though not definite, would be a start. \n\nFrom XX/XX/XXXX, when Continental Finance claimed to have closed account ending # XXXX and opened account ending # XXXX, I had online access to my account information for exactly 30 days form XX/XX/XXXX, until XX/XX/XXXX. I received one original mailed statement on XX/XX/XXXX. I received 0 mailed statements on my account until XX/XX/XXXX, all while being charged late fee, returned check fees interest fees, annul renewal fees returned check fees etc ... without ever being provided any information and despite the fact nothing about my address or account information had changed except for a debit card number which has no relevance to these matters Any and all claims to the contrary are false. \n\nIn the letter I received in XX/XX/XXXX, from MsXXXX XXXX she wrote Since the guaranteed payments toward your account satisfied the {$730.00} balance, we have removed the hold on your account. I interpreted that to mean the account balance had been paid in full and that it would be closed which charged was what was my intention since XXXX of XXXX. However, on XX/XX/XXXX I receive a new, original statement, placing my balance at {$600.00}. This figure was update to {$340.00} in XXXX. As of the most recent statement/demand letter the figure now stands at {$510.00}. To have made any payments on this balance would be to acknowledge this debt. I do not. This current debt has been entirely manufactured all the back to the {$39.00} late fee in XX/XX/XXXX to the {$28.00} returned check fee in XX/XX/XXXX and all the interest payments that did not reflect the five payments I made between XX/XX/XXXX, and XXXX of XXXX, the last month I received a statement from Reflex. XXXX was never without the information to access those funds and their failure to process the proper information when they changed my account is entirely their own. I have no intention of being bullied into paying for its incompetence or intentional deception. Any single one of these failures individually could be construed as mistake, taken together, collectively, they appear as deliberate, malicious, and fraudulent. The net result of these activities all serves Continentals Financial interests. \n\nMoreover, every charge administered between XX/XX/XXXX and XX/XX/XXXX, when I received no information whatsoever from which to respond proactively and effectively are similarly invalid. This account should have been concluded in XX/XX/XXXX again in XX/XX/XXXX and then again in XX/XX/XXXX. The most recent charges include an annual Fee of {$99.00} billed to my account in XX/XX/XXXX. I have been dragged through this debacle for 1 1/2 years and this experience has been startling, painful, stressful, and costly in time and resources. For the final time this account needs to be closed, my balance cleared, and my credit restored. On a final note. The statements Ive provide in this file are of two types : The originals that were sent during designated months and the copies sent in bulk. Its an important distinction. Failure to make this distinction might blur the lines regarding Continental Financials ' egregious withholding of information needed to administer this account properly. \n\nThanks, XXXX XXXX XXXX XXXX. \n\nIn conjunction with the delivery of this correspondence, I have renewed my dispute with the Consumer Financial Protection Bureau regarding this account. Hopefully, with new leadership, the agency will impose a greater degree of oversight toward financial institutions exhibiting these types of predatory behaviors.","date_sent_to_company":"2021-10-27T14:53:35.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"94806","tags":null,"has_narrative":true,"complaint_id":"4796739","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Continental Finance Company, LLC","date_received":"2021-10-10T20:44:37.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["If fact, while Continental Finance was having so much trouble <em>gaining</em> <em>access</em> to the 5 payments made between XX/XX/XXXX, and XX/XX/XXXX XXXX different entities with the EXACT same information, had no trouble <em>accessing</em> funds, they were uninterrupted for payments made on those <em>accounts</em> during the same EXACT period. XXXX XX/XX/XXXX."]},"sort":[8.1140375,"4796739"]},{"_index":"complaint-public-v1","_id":"13301326","_score":8.065523,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint due to KeyBanks gross mishandling of multiple fraud disputes I initiated in XX/XX/XXXX related to unauthorized transactions that occurred during XXXX and XX/XX/XXXX. Their repeated negligence, failure to communicate, and inconsistent decisions have not only left me financially devastated currently severely overdrafted but also at risk of account closure. \n\nOn XX/XX/XXXX, I filed dispute # XXXX via KeyBanks chat support. I provided a detailed list of fraudulent transactions totaling {$1100.00}. However, the agent, XXXX, miscalculated the amount at {$1100.00}. I immediately flagged the discrepancy, and she responded, We will double check why you only receive {$1100.00} and will update you tomorrow. No update was ever provided, and the error was never corrected. \n\nAs this was a fraud claim, my debit card was canceled and a replacement issued. Despite confirming my correct Oregon address ( zip code XXXX ) with the agent in chat, the replacement card was illegally sent to Florida, an address not on file. This resulted in serious delays and exposed significant flaws in KeyBank 's security and address verification protocols. When I visited a branch in person to follow up, I also discovered that dispute documents had supposedly been mailed, but they could not tell me where, which explains why I never received any information, status updates, or document requests. Clearly, this contributed to an improperly investigated claim. \n\nIn an attempt to resolve the situation, branch staff assisted me in filing a second dispute, # XXXX, on XX/XX/XXXX, to fix what was done incorrectly the first time. However, on XX/XX/XXXX, without warning, KeyBank reversed the provisional credits previously issued. I was not informed by phone, email, or physical mail. I only discovered this reversal on XX/XX/XXXX, and immediately followed up via chat on XX/XX/XXXX. \n\nIn that conversation, agent XXXX asked if I had received any mail regarding the denial. I reiterated that I had never received any mail at all, likely due to their prior mailing errors. I then requested that all denied transactions be reopened immediately, overdraft fees reversed, and a proper investigation conducted one in which I could finally participate and submit documentation.\n\nInstead of acknowledging KeyBanks failures, XXXX gave a condescending and irrelevant excuse, stating that my claim was denied because \" online banking was used between the times the transactions were made and were not reported at that time. '' This is both misleading and unacceptable. \n\nI want to make this clear : Using online banking is not evidence of awareness of fraud. Customers log in for various reasons to check a balance, pay a bill, or transfer funds and may not notice unfamiliar transactions without actively reviewing a statement.\n\nAll disputed transactions were reported together, and KeyBank admitted some were fraudulent yet denied others from the exact same time period without giving me a chance to address the reason or provide input. That inconsistency undermines any argument they have that the denials were justified. \n\nThese transactions occurred during the holiday season when I was recovering from XXXX  XXXX, grieving the death of a family member, and not able, as a XXXX person for whom XXXX and grief recovery is much harder than an able-bodied person, to be constantly actively monitoring my account. This is a reasonable and human explanation for any delay in reporting, especially since I filed the dispute immediately upon noticing the charges. \n\nI stressed to XXXX that just because a customer logs into online banking between fraudulent charges does not mean they are aware of the fraud. Simply checking a balance or using bill pay does not indicate the customer has seen all transactions, especially when dealing with medical recovery and emotional distress. Moreover, KeyBank themselves deemed some transactions fraudulent while denying others that occurred in the same window, reported at the same time. This is completely inconsistent and unjustified. \n\nXXXX then said they put in a request to reopen the claims and that I would be notified by mail again, despite my clear and repeated reports that KeyBank 's mailing system failed to reach me in the past. When I asked if I could email documentation instead, I was told no. When I asked what documentation might help, I was told \" anything you believe will help, a deliberately vague and unhelpful answer. This makes no sensehow is a customer supposed to provide helpful information when the bank offers no guidance on what would be relevant? Their process is opaque and set up to discourage successful dispute resolution. \nI am now left with a severely negative balance, facing potential account closure and lasting financial harm, entirely because of KeyBanks systemic failures : Mailing a debit card to an address in another state Failing to properly calculate my disputed amount Refusing to provide status updates or allow customer participation Reversing provisional credits without notice Refusing to reopen claims without arbitrary approval Denying claims based on irrational assumptions, like online activity implying awareness of fraud Why XXXX complaining : KeyBank failed to correctly calculate or investigate my initial dispute total. \n\nThey mailed my replacement debit card to the wrong state ( Florida ) despite confirming my Oregon address. \n\nThey mishandled communications and sent all dispute-related correspondence to who-knows-where - because I never received any - resulting in me never receiving vital information. In the year of XXXX they claim emails or online correspondence can not be utilized to communicate crucial dispute information, which I find to be another cop out on behalf of KeyBank to set clients up for failure for Key 's own gain. \n\nThey reversed provisional credit without any notice and without offering a fair opportunity for me to respond or submit evidence. \n\nThey approved some transactions as fraud and denied others from the same period, with no justification provided. \n\nThey denied my claim based on irrelevant reasoning ( online banking was accessed ) and without allowing me to address it. \n\nThey are now requiring me to \" request '' for a claim to be reopened, and refusing to allow that communication to occur via email despite their mailing issues. \n\nTheir agents provide no guidance or transparency, leaving me unable to reasonably respond or support my claim. Despite framing the re-opening of the disputes as a \" request '' that can be approved or denied, they provide no insight on the criteria for approval, what to submit to gain approval, or any other vital details to allow a client to have their claims re-addressed. \n\nI demand that KeyBank immediately reopen all previously denied transactions from this dispute, reverse all overdraft fees, and allow me a fair chance to submit evidence and fully participate in the investigation. \n\nIf this is not resolved promptly, I am fully prepared to explore additional legal remedies, including filing an arbitration demand or pursuing other avenues for relief.","date_sent_to_company":"2025-05-02T09:54:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97206","tags":null,"has_narrative":true,"complaint_id":"13301326","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2025-05-02T08:59:51.000Z","state":"OR","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When I asked what documentation <em>might</em> help, I was told \" anything you believe will help, a deliberately vague and unhelpful answer. This makes no sensehow is a customer supposed to provide helpful information when the bank offers no guidance on what would be relevant? Their process is opaque and set up to discourage successful dispute resolution."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[8.065523,"13301326"]},{"_index":"complaint-public-v1","_id":"8605217","_score":7.651409,"_source":{"product":"Credit card","complaint_what_happened":"To whom it may concern : My Venture One Mastercard account with Capital One was opened in XXXX. ( It is the only account I have with the company. ) My XXXX, per the Capital One dashboard ( app ), is XXXX. Unexpectedly, I had a transaction denied on XX/XX/XXXX. When I called to find out what was wrong, Capital One customer service informed me that my credit line was reduced because I ignored a XX/XX/XXXX letter requesting that I update my income. My new credit limit is now so low that it is essentially a non-functional account. After consuming nearly XXXX hours of my time, the only resolution I was offered was to reapply for a new account. I felt the behavior I encountered from multiple employees was evasive, coercive and disrespectful of my privacy. In the end I was told only that the decision was \" final '' and that my credit limit would not be restored even though the initial customer service rep, whom I authorized my spouse to speak to earlier that day, took the information on our joint tax filing and initially made it sound like my credit limit could be restored. \n\nI called back around XXXX XXXX the same day when I realized I had no idea when or if I might be able to complete the transaction that had been denied earlier that day. When I got nowhere with overseas customer service, I asked to be transferred to a U.S. agent, at which point I asked for clarification on the XXXX letter which I never saw and may not have in fact received. In response, I was told only that it was \" mailed '' and that there had been only one such notification. \n\nA woman I spoke to ( name unknown ) offered to send me a copy of the letter but my sense is that no follow through will come of it because in speaking to a senior account rep subsequent to that, I was flatly informed that no follow up would occur in response to my questions, even though one of my requests included requesting a copy of the Cardholder Agreement date at which point it was disclosed that Income Verification would be mandatory. ( To be clear, not the current Card Holder Agreement but the date the policy had gone into effect. ) All three people I spoke to were unable to answer my question, and the senior ( male ) account specialist refused to get in touch with their legal department and told me only that my account would be noted with my complaint, but not to expect any follow up. He, too, confirmed that a single notification went out and because I had \" ignored '' it, they slashed my credit line by more than half. When I told him that I wanted to receive clarification from legal, he suggested only that I write their general services XXXX XXXX XXXX XXXX XXXX XXXX, UT. I then asked why they could not take the contents of my call and offer to follow up, and he again refused. ( When I said I had never experienced such treatment in all my years of banking with them or any other credit card issuer, all I was met with was silence. Silence was a big part of the call. They had no interest in apologizing or explaining anything, therefore I was forced to conclude that Capital One would rather I get a \" hint '' and take my business elsewhere. ) I explained to two out of the three people I spoke with not including the rep my spouse had spoken with earlier that day that I have had credit accounts since XXXX and not once of those issuers, in that time including Capital One! has ever implied that income verification is mandatory. They insisted that it was my responsibility under the Card Holder Agreement to keep the account current. I explained that as a person XXXX XXXX XXXXXXXX, by \" current '' I take that to mean contact details such as address, name, phone and email not income updates. I told them that I felt their action was punitive and would not incentivize me to open another account ; rather it had the opposite effect of feeling that my arm was being twisted. \n\nThe overall tone of the conversation was extremely evasive and cagey, which left me with the impression that they knew they could not discuss this action by phone, possibly because there was no corresponding voluntary action on my part to open a new account or seek an increase in my credit line.\n\nI ultimately told a male senior account specialist that I was contemplating closing my account because of how the situation was handled. ( Even if it is within the right of Capital One to demand this verification, why only ONE notice a letter I failed to receive by mail after which they slashed my credit line? ) I can not imagine how, with a credit line under {$10000.00} to begin with and an account in good standing with a high XXXX, why they would attempt to coerce me into reapplying for a new account as a means to obtain a higher credit limit as opposed to restoring the credit line I had to my existing account. \n\nFollowing this discussion I went on XXXX to try to determine if Income Verification is in fact mandatory. I found an article on XXXX XXXX and XXXX that BOTH asserted that existing account holders may safely ignore requests to update income, providing they do not intend to apply for a credit line increase. The articles I read explicitly said that no harm would come, that it would not result in less favorable terms for an existing account holder. ( See the XX/XX/XXXX article \" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX? '' on XXXX and the XX/XX/XXXX article \" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  '' on XXXX XXXX. ) The XXXX XXXX article states, in part : \" Answering the question from your issuer may benefit you. But there are no negative repercussions to not providing income updates, says XXXX XXXX, senior analyst on the retail banking and payments team at XXXX XXXX, a financial services research firm. He adds that he has never provided an update when asked. \n\nIn fact, XXXX notes, because answering that your income has gone up could lead to a credit limit increase that you dont want, some consumers might be better off withholding that information. Getting your credit line increased might sound good in theory, but it can be risky, too, especially if youre having trouble managing your debt, she says. '' Source XXXX XXXX XXXX XXXX The XXXX piece states, in part : \" if your income has gone down since opening your credit card account, its inadvisable to update it. The reason is that if you report a lower income, theres a chance that the credit card issuer will lower your credit limit as well. Besides not having access to the same purchasing power, having a lower credit limit can also hurt your credit score because it increases your credit utilization ratio, even if you carry the same balance as before. \n\n\n\n\" There are no direct consequences of not updating your income. Remember, it is not required by law, and your issuer wont take any measures against you like closing your account, lowering your credit limit or raising your rates. The only real potential consequence is you may be less likely to receive a credit limit increase or you could miss out on the offer of new products or services you may be interested in. '' Source : https XXXX XXXX  Either the articles above are in error or Capital One is deviating from standard industry practice by demanding that the customer update income on an account that is A ) in good standing, and B ) already conservative ( a credit line below $ XXXX prior to the reduction ). \n\nFor the above described reasons, I do not know how Capital One can justify a \" final decision '' with \" no appeal '' given that they have adequate payment history and XXXX score data on which to base risk assessment. Therefore, I am concerned that this situation may have arisen from a desire to compel customers such as myself into opening new accounts and closing old, otherwise functional accounts for the sake of manipulating their own internal accounting to investors and/or regulators. Regardless, this presumably allows Capital One to share forcibly obtained income data with third parties and in that respect deprive customers of protections they may have under State and federal law ( i.e. The California Privacy Act, to which I am entitled ). \n\nAnother consideration here is the fact that I do NOT receive pre-approved credit card offers in the mail because for the better part of 15 years I have had locks or freezes on credit inquiries after being caught up in multiple national data breaches. While this is speculative, perhaps the fact I keep my credit locked down is objectionable to Capital One and by essentially forcing me to reapply, they can then gain access to information they might not otherwise have to market services and products ( including third party ). In that case, is it appropriate that I customers such as myself that are doing their level best to protect themselves from Identity Theft will see such efforts compromised by essentially creating a problem for which the solution is to open a new account that the customer otherwise would not have sought out? \n\nWhatever their motivation is, Capital One left me with the impression that I am entirely disposable and that they do not value my business in any way, shape or form. This caused emotional distress : I was unable to sleep the entire night because I could not make any sense of their out-of-left field behavior. ( At one point in my conversation with them, I even asked if they were taking action for another reason entirely such as suspicious activity or fraud but they remained entirely unwilling to divulge the reasoning behind the decision. ) In the end, I mentioned that I am a California resident with certain Privacy Act rights and that I would be taking further action ( i.e. this report ) and even that failed to move the senior account specialist to offer any resolution whatsoever. \n\nAt this point, I intend to pay off the balance and close this account but NOT before I take additional steps to exercise my CA Privacy Act rights, which will include a data collection request. I also intend to pull my credit reports to see if there might be any indication there for why I was suddenly treated like a high-risk customer when nothing about my history of payment or XXXX score should have set off red flags. \n\nWhile it may be true, per my research, that the Credit Card Act of XXXX requires credit card issuers to verify income prior to opening new accounts and that it may be customary to volunteer such information before requesting a higher credit limit, is there any legality to the notion that a Card Holder Agreement entitles Capital One to DEMAND updates when they have already have a reasonable basis on which to judge risk on existing account holders using customer payment history and XXXX score? What other purpose does income verification serve other than marketing, which the customer should be entitled to opt out of? ( I can't recall but I may have exercised these opt-outs in the past. Could they be trying to force me to open a new account so my preferences will be reset? ) In conclusion, the desired resolution I want is for Capital One to issue an apology for how this situation was handled ( i.e. treating me like a criminal instead of a valued customer ). Secondarily, I want a CFPB and/or State investigation into what would appear to be non-disclosure of non-standard account evaluation practices ( risk assessment, marketing or otherwise ) which effectively violates consumers ' right to privacy and/or civil rights ( i.e. could this income verification demand mask retaliation for an entirely different reason, such as the fact that I made a religious charitable donation in the weeks before the alleged XX/XX/XXXX letter was mailed out )? While I am cognizant that some of the assertions I bring up here may seem far fetched, the sheer degree of stonewalling I received is suggestive of the notion that the employees I interacted with were fully aware that they were operating outside the scope of what the law in my State ( or at the federal level ) allows, Card Holder Agreement notwithstanding. I have to believe that there is more to this situation than I am being told and so for the sake of other consumers, I hope a thorough investigation will take place. \n\n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-03-22T09:58:10.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"935XX","tags":null,"has_narrative":true,"complaint_id":"8605217","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-03-22T07:56:22.000Z","state":"CA","company_public_response":null,"sub_issue":"Privacy issues"},"highlight":{"complaint_what_happened":["While this is speculative, perhaps the fact I keep my credit locked down is objectionable to Capital One and by essentially forcing me to reapply, they can then <em>gain</em> <em>access</em> to information they <em>might</em> not otherwise have to market services and products ( including third party )."]},"sort":[7.651409,"8605217"]},{"_index":"complaint-public-v1","_id":"4105350","_score":6.861655,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Coinbase, the XXXX XXXX-based cryptocurrency trading platform with over 35 million customers, funded by the most famous and reputable names in XXXX XXXX, and a valuation of nearly $ XXXX, is locking customers out of their accounts with no explanation and either preventing access to their funds or outright stealing them. I am now the victim of this myself and did not discover the extent to which this is happening until now. \n\nTo take advantage of the increasing value of Bitcoin amid the shrinking value of the dollar, I purchased $ XXXX in Bitcoin through the Coinbase.com cryptocurrency platform beginning on XX/XX/XXXX. I chose the Coinbase platform as I believed it would be the safest and most secure given the high-profile XXXX XXXX investors including XXXX XXXX and XXXX who were funding and leading it. \n\nCoinbase has a fairly rigorous sign up process that requires new users to provide proof-of-identification and financial background information. After supplying this I was approved and began transferring funds from my bank account to my Coinbase account to facilitate purchases. Bitcoin was about {$18000.00} at the time. I was a little nervous, but went ahead with my first Bitcoin purchase on XX/XX/XXXX. The price of Bitcoin started to rise almost immediately and my nervousness quickly changed into excitement as my investment looked like it would pay off significantly. With this excitement and confidence, I invested another $ XXXX over the next 9 days in order to get in before the price took off completely. \n\nOn the night of XX/XX/XXXX, I began testing my XXXX  XXXX  cold storage cryptocurrency wallet by making a small withdrawal of my Bitcoin from my account on the Coinbase site directly to the XXXX. This is a totally normal and standard practice that most cryptocurrency holders view as essential. The saying is : Not your keys, Not your Crypto. This means that unless you hold your Bitcoin or other cryptocurrency assets on your own personal device ( s ), then you dont really own itthe holding entity owns it. Taking this to heart, I had planned on withdrawing all of my Bitcoin to my personal cold-storage wallet as soon as the 10-day holding period expired on each new Bitcoin purchase. The test withdrawals of small amounts were successful, so I planned on withdrawing the rest over the following days. \n\nOn the following morning of XX/XX/XXXX, I attempted to login to my Coinbase account. After entering my login credentials and hitting the sign in button, an error message popped up saying, Your Account has been temporarily DisabledPlease contact customer support. Being a bit shocked and surprised by this, I retried the login several times to make sure I hadnt done something wrong. Same result every time. I then did what they suggested and opened a ticket with Coinbase customer support to find out what happened and regain access to my account and the funds within. \n\nAt this point I was totally freaking out. The cryptocurrency world if rife with fraud and hackers trying to steal your assets if they can find the slightest vulnerability in your security. The reason I chose Coinbase was to ensure that my money and resources were protected to the greatest extent possible, and given the enormous amount of money under management, the status of the funding organization, and the huge number of users on the platform, I thought I was safe. \n\nAnd the truth is I was/am pretty safe from outside hackers and scammers. Coinbase is a very tight and secure platform from outside attacks. What I didnt understand on that day was that I was being defrauded and scammed by Coinbase itself.\n\nUpon submitting my Coinbase support ticket, I received an automated reply with my new support ticket/issue number and a note stating, Thank you for contacting Coinbase Support. Our team is working hard to answer customer inquiries in a timely manner, but you may experience longer response times. We appreciate your patience during this challenging time and hope you are staying safe. They werent kidding about the longer response times. After two weeks of submitting requests for an update or response, I received a follow up email from them on XX/XX/XXXX asking me questions about why I created the account, was I sharing my account with other people/third partys. I responded by indicating that the account was created for me exclusively and that I was the only person using it. After a few more days of back and forth, they said they would restore access to my account after I went through a reverification process which entailed submitting a picture of my drivers license and having my computer camera take a picture of my face. \n\nAfter the re-verification process on XX/XX/XXXX, my account was reinstated and I was able to log back in. At this point I was pretty relieved as I thought I was back on track and going to be able to get to my funds. Once back in, I could see that my Bitcoin was still there ; I had not been hacked. Thank XXXX! But after closer inspection, I noticed that despite the fact that my Bitcoin and funds were in the account, none of the account functions for buying or selling were available. At this point, I didnt care as I only wanted to safely withdraw my Bitcoin to my personal cold wallet, and it appeared that the withdraw function was still working. \n\nI went ahead and generated a withdrawal destination address on my XXXX  cold storage wallet and entered it into the destination field in the Withdrawal function on my account page. Everything seemed fine. I initiated the withdrawal and it was submitted for execution. Within 30 seconds of my withdrawal submittal, I received an email from Coinbase saying that my withdrawal had been cancelled. Thinking I might have done something wrong, I tried again with the same result. \n\nThis prompted me to create a new support ticket informing Coinbase that none of my account functions including Buying, Selling, Depositing or Withdrawing fiat funds or Cryptocurrencies were working despite the fact that I could now get back into my account. They responded back by saying that they would need to send to a specialist for review. After some back and forth over a couple more days, they essentially told me that I was no longer eligible to use the Coinbase platform and that they could not tell me why. My ability to Buy, Sell, Deposit or Withdraw Cryptocurries was permanently suspended. They said that I needed to sell all of my Bitcoin and I could withdraw the dollar amount to my linked Bank account. I double-checked my account to see if I could sell my Bitcoin and even that function was unavailable.\n\nI responded by saying that I did not want to sell my Bitcoin. Per the Coinbase User agreement, the crypto currencies in my account are my property, not that of Coinbase. They simply host my Bitcoin in the wallet/server space they provide and have no right to it whatsoever. Furthermore, selling my Bitcoin would subject me to either taxes on the gains or potential losses on the drop in price. I should be able to withdraw my Bitcoin at any time to either my own personal wallet or some other facility at my discretion. Again, this is my property, not theirs.\n\nWhen I asked to get instructions explaining how to withdraw and recover my Bitcoin, they simply sent me a link to a complaint form. They will not allow me to recover my Bitcoin which, per the user agreement, is my property, not that of Coinbase. \n\nI began looking online to see what I could do and found that hundreds, perhaps thousands, of other people were either experiencing the exact same thing. There are countless users in XXXX forums suffering from the same fraud right now. Here is an example of a thread from XX/XX/XXXX : https : XXXX This is a massive fraud being perpetrated by Coinbase and the XXXX XXXX XXXX who run and fund this company. Please help us and investigate. Any other financial institution doing this to its customers would be put out of business, yet Coinbase is being celebrated and rocketed toward a public listing with a {$28.00} XXXX valuation. This is beyond disgusting. Please help me and expose this before they steal any more money or wreck any more people financially.","date_sent_to_company":"2021-01-30T20:07:13.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"95128","tags":null,"has_narrative":true,"complaint_id":"4105350","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-01-30T19:57:50.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On the following morning of XX/XX/XXXX, I attempted to login to my Coinbase <em>account</em>. After entering my login credentials and hitting the sign in button, an <em>error</em> message popped up saying, Your <em>Account</em> has been temporarily DisabledPlease contact customer support. Being a bit shocked and surprised by this, I retried the login several times to make sure I hadnt done something wrong. Same result every time."]},"sort":[6.861655,"4105350"]},{"_index":"complaint-public-v1","_id":"13939435","_score":6.077783,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX - consistent with several recent and ongoing class action lawsuits, i.e. \nXXXXXXXX XXXX XXXX XXXX PHH Mortgage Services er al., filed XX/XX/XXXX, a class action that claims PHH Mortgage has ignored their statutory duty to adequately fulfill mortgage borrowers ' requests for certain account information. According to said lawsuit, PHH has \" demonstrated a pattern or practice '' of \" denying possibly hundreds if not thousands '' of requests for copies of audio recordings or transcripts of phone calls between consumers and the defendants, even though the companies could \" easily '' retrieve the information through reasonable business efforts. \nSaid pattern or practice is applicable to the matter of XXXX XXXX XXXX XXXX XXXX, XXXX. \nXXXX, XXXXXXXX XXXX XXXXXXXX XXXX. Homeowners are of the knowledge that that this is an account that never should have been placed in foreclosure status, rather should have sold in XXXX XXXX had it not been for PHH 's numerous processing errors and challenges the incompetence, ineptitude, errors and omissions that have placed Homeowners in harm 's way, placing their home and financial well-being at risk. The balance of harm is now fully upon the Homeowners and can clearly be shown that if the Court would allow these actions to occur, significantly more harm would be caused to the Homeowners than to PHH, on multiple levels. This fact can not be argued to any degree in favor of the Plaintiff. \n\nHad it not been for errors, omissions, misdirection and misinformation of PHH, their indicated \" Waterfall '' method where two courses of actions would not be considered simultaneously, had we been informed of this, valuable time and opportunity would not have been lost and property would have been sold in XXXX XXXX ( see Purchase Contract dated XX/XX/XXXX with a close date set for XX/XX/XXXX ). Payoff had been requested XX/XX/XXXX, indicated at {$760000.00}. PHH failed to mail documents per request. Another Payoff Quote was requested XX/XX/XXXX, reflecting {$770000.00}. \nPurchase price had been agreed upon at {$780000.00} from the original {$770000.00}, thereby would have satisfied Note in Full. \n-Over the previous 2 years, because of XXXX Recession, Property Values had decreased significantly, significant Equity lost. Thus, Homeowners had begun communications towards the goal of a re-modification of Note to more accurately reflect current and true Market Value. Homeowners had previously in XXXX and XXXX submitted applications for Trial offers, updating Income and Market value information, towards eventual modification, along with having requested other options, ( i.e. a Short Sale or Died-in-Lieu if Trial offer terms and conditions were not realistic or acceptable ). \n\nSimultaneous to a Short Sale approval in XX/XX/XXXX, an offer was presented to Homeowners by a potential and well-qualified Buyer through our Realtor. \nAfter initially accepting but taking no action on a time sensitive Purchase Contract, PHH informed Homeowners 15 days into a 34 day offer that they would have to formally request to rescind a Trial offer application before the Purchase Contract would be considered. \nValuable time was lost because of PHH 's procedural errors and failure to communicate information to Homeowners in a timely manner. Eventually, Buyer 's offer to buy at ( {$780000.00} usd ) was lost. Homeowners have been proactively making every effort to work with and sell the property ever since, despite the loss and having been placed in harm 's way. \nOur understanding is that now, as we await HUD from Title Co.pertaining to a current Sales Contract submitted in XXXX, it is clear the Note has been in constant process of sale/acquisition by new Investors, and per multiple Attorneys, including XXXX XXXX and XXXX XXXX XXXX there could very well be delays in such a situation of selling. \nThis week, It was confirmed that the Note has been sold six ( 6 ) times in total since XXXX. As such, the Federal Records Center in XXXX  has been requested to verify each transaction since XXXX in entirety for accuracy. Furthermore, and critical to this matter, it has been uncovered that at least one ( 1 ) of the acquiring Financial Institutions had filed Bankruptcy, thus documentation gathering and verification of accuracy of that transaction will be inclusive of significant delays. \nThe multiple transactions of this Note can not be verified and validated without the Title Co. \nhaving done its full due diligence, as per process and required by law to ensure accuracy of acquisition by that party and five ( 5 ) others. Note here too that PHH can not possibly confirm standing at this point in time given this learning, yet another valid issue which is of material fact, demanding the required opportunity for due process and diligence to be executed prior to any party moving forward in any regard, be it Homeowner or PHH as Servicer. Additionally, and because of this finding, XXXX XXXX XXXX can not possibly be a party in this matter. \nPrevious to this current and pending offer to buy, it must be noted that in compounding their mistakes and harm caused to Homeowners, PHH was committing Dual Tracking and other RESPA and Reg X violations, as it relates to this account, beginning foreclosure actions while a Trial offer was requested and being reviewed, ( Homeowners had applied again in light of the fact they had lost a previous sale due to PHH procedural errors ). PHH later halted, at least temporarily, in recognizing their error in having it brought to their attention in documented manner by the Homeowners. \nCurrently, as mentioned, Homeowners are engaged with PHH specialized Home Retention, and others ), towards a Short Sale, possible because the Homeowners, in good faith and full transparency in spite of working with while against PHH and XXXX, have kept the home listed on the Market, actively working to maintain the property and sell at or as close to Fair Market Value thru the expertise, experience and guidance of the appointed Real Estate Agent XXXX XXXX , fully known to PHH. \nAs of XXXX, PHH representatives in Specialized Home Retention Department, ( XXXX XXXX, XXXX, Supervisor XXXX ), they \" do not want the inventory, '' and \" would rather work to get something done, especially if you have an offer. '' ( note that XXXX  is a state in which there is no deficiency judgement law, so a pending sales contract even if a Short Sale ( awaiting HUD ) would satisfy the Note, so long as the Investor and PHH are willing and able to work with Homeowner in escalating and making an exception in review. \nThis respective representative also clarified in a previous conversation that the home, based on prior errors, would be noted as such, could, in fact, still be reviewed but via escalation and potentially be exception for approval given complete application and underwriting. It had previously been confirmed by this department that \" based upon the value and amount owed, the home is eligible for Short Sale. '' We are awaiting HUD, during which it was uncovered that documentation can not yet be verified and validated for specific reasons mentioned, thus Buyer 's Purchase Contract is \" pending. '' and anticipate eventual receipt of all verified documents to forward to PHH XXXX  for review and exception approval. If there are any issues with a previous acquisition of Note not being processed properly per the Title Co., we would address that accordingly at that point. The note at that point could very well become null and void, according to our Attorneys. \nThe hope and anticipation are to reach a mutually beneficial deal towards sale of property and satisfying the Note. Having said this, as we remain patient and proactive but continue to be placed in harm 's way, the matter of PHH 's previous violations and ongoing efforts to conceal and deny conversations of material fact as XXXX XXXX XXXX attempts to wrongfully push the envelope, ask to simultaneously be addressed. \n-Under RESPA and Regulation X, loan servicers such as PHH must provide borrowers with specific account information available to them in the regular course of business upon receiving a Qualified Written Request or Request for Information from the borrower. 12 U.S.C. 2605 ( e ) ( 1 ) ( A ) ; 12 C.F.R. 1024.35. ( a ). PHH, as servicer, must respond within 30 days to a QWR for information or an RFI in one of two ways ; ( 1 ) provide the requested information, or ( 2 ) conduct a \" reasonable search '' for the requested information and provide the borrower with written notification explaining the servicer 's determination that the requested information is \" not available. '' 12 C.F.R.\n\n1024.35 ( d ) ( 1 ) ( i ) - ( ii ). 11, in its \" official commentary to Regulation X, the CFPB outlines what constitutes \" not available. '' Information is \" not available '' if \" [ ( 1 ) ] The information is not in the servicer 's control or possession, or [ ( 2 ) ] the information can not be retrieved in the ordinary course of business through reasonable efforts. '' 12 C.F.R. 1024, Supp. 1, 36 ( d ) ( 1 ) ( ii ). \nXXXX XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, Homeowners electronically submitted to PHH a request for all phone conversations and transcripts from XX/XX/XXXX, through XX/XX/XXXX, while also having filed a formal complaint through the Consumer Financial Protection Bureau XXXX ( XXXX ). The response received was as follows, a seeming modus operandi having impacted this Homeowner and property, further validating previous in ongoing class action lawsuits ; \" Thank you for the recent communication regarding the account referenced above in which you requested copies of all audio recordings and transcripts of all phone calls beginning ( XXXX ) date of and through ( XXXX ). The copies of all requested recordings and transcripts have not been provided to you because production would create an undue burden on PHH. '' -We are being denied our right to information, a right to discovery of relevant and material facts that have negatively impacted this loan, that is in full knowledge of and access of servicer. This information can be provided as it can be accessed during normal business and would assist us in and showing matters of material fact that have led to this issue. \nBoth PHH and XXXX XXXX XXXX conceal, deny and attempt to expedite wrongful, unethical and even illegal actions. \n-Homeowners demand PHH 's representative, XXXX XXXX XXXX XXXX a recognized \" foreclosure factory, '' be immediately given a Temporary Restraining Order stemming first from the Title/Standing verification issue mentioned, whereas PHH can not possibly show they have standing given the finding of at least one ( 1 ) acquiring party having filed Bankruptcy. In addition to a clear lack of understanding as to the details of this case, their negligence, unethical and illegal efforts to deceive the Court and attempts to expedite wrongful foreclosure proceedings to forcibly and wrongly gain control of property for their own financial gain must cease immediately. Uncalled for, purely agenda driven actions against Homeowners whilst the Homeowners being actively engaged with PHH towards a mutually beneficial resolution can and will be pursued in a civil manner should XXXX XXXX XXXX do not cease immediately and remove themselves from the equation. \nXXXX XXXX XXXX and its representative, XXXX XXXX XXXX has shown a disregard for process and people alike, a lack of professionalism, a lack of respect to process and parties involved, a lack of understanding of facts along with a clear and personal bias through discriminatory language and approach against the Homeowners , ( i.e., stating in Court on XX/XX/XXXX that \" It's a short sale, it'll never get approved. '' This in addition to statements made in most recent response, ( one not submitted to Court as requested by XX/XX/XXXX due date only having been done so four ( 4 ) days later ), further showing little to no regard for legal process or required due dates ; consideration of the Court and Homeowners time ; actively working with PHH only to deceive the Court through inaccurate, incomplete even false information whilst setting their own brand of rules and timelines ; unethical efforts to deny the Homeowners legal rights to access of reasonable information through discovery of critical and absolutely material facts ; driven only by an agenda to profit by forcibly and illegally gaining control of Homeowners property. \nWe have advised XXXX XXXX XXXX directly through electronic means on XX/XX/XXXX of our intent to file a Motion for Default Judgement and to request enforcement immediate enforcement of TRO given the Title issues, their delay in filing and that we would be requesting an immediate cancellation of the XX/XX/XXXX hearing. No response was provided. We have also filed the Motion accordingly and have had all applicable parties served. \nThe Court must not allow this to continue ; - '' To determine whether a genuine issue of material fact exists, the Court must view every possible inference in favor of the non-moving party. XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ). \n- '' The moving party bears the burden of proving the non-existence of genuine issues of material fact. Furthermore, the burden of proving that such issues exist does not shift to the non-moving party until the movant has successfully met his burden. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ). ; - '' The Third District Court of Appeals of XXXX  held that \" the party moving for summary judgement must factually refute or disprove the affirmative defenses raised or establish that the defenses are insufficient as a matter of law. '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX XXXX ). ; - '' The plaintiff must either factually refute the alleged affirmative defenses to foreclosure or establish that they are legally insufficient to defeat summary judgement. \" - XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX XXXX  XXXX ). ; Homeowner asks the Court, when Homeowners are being denied the opportunity for discovery on issues of absolute material fact that have resulted in this loan wrongly being in its status, have they had the opportunity to exercise legal right to present affirmative defenses that proper discovery may lead to, relevant evidence of facts that may serve to show the Court that PHHs multiple and ongoing errors in process, direction provided Homeowners, misinformation provided by employees including assigned XXXX XXXX XXXX and at least 3 supervisors since XXXX XXXX, has jeopardized this loan. ( see purchase offer dated XX/XX/XXXX, with close date set for XX/XX/XXXX ) - '' In a mortgage foreclosure action, if the record reflects the existence of any issue of material fact, or the possibility of an issue of material fact, or if the record raises even the slightest doubt that an issue of material fact might exist, summary judgement is improper. \n( XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX, XXXX XXXX XXXX ). \n-According to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ), final summary judgement was not appropriate where the homeowner had properly plead affirmative defenses to the foreclosure action that sounded in waiver, estoppel, and bad faith : such defenses raised genuine issues of material fact and were not barred by statute of frauds. \n-PHH , a servicer yet to show standing, has demonstrated a \" pattern '' or \" practice '' of failing to adequately respond to borrowers ' requests for account information, which makes them liable for statutory damages in an amount up to {$2000.00} for each failure to adequately respond, 12 U.S.C . 2605 ( f ). \n-Non withstanding this clear failure to abide by its statutory duty, despite Homeowners informing PHH of its failure, PHH continues to incorrectly state similar to the following, that \" [ all ] communications with vendors, collection notes, recorded calls and notes, transcripts of phone calls are for internal purposes only or that it would \" cause ( PHH ) undue burden. '' -On at least XXXX occasions as recently as XX/XX/XXXX, Homeowner has asked for several documents including, such as a copy of all recordings and copy of all transcripts of conversations between us and PHH XXXX XXXX and other Supervisors providing even specific dates/times. ( information pursuant to the Real Estate Settlement Procedures Act, 12 U.S.C. 2605 ( e ), and Regulation X, 12 C.F.R 1024.35, 1024,36,24.25.26.27 ). \n-On or about the dates requested in XXXX, XXXX and XXXX, Homeowners received a response to QWR from PHH , each time servicer failing to provide any of the requested recordings/transcripts, while XXXX XXXX XXXX simultaneously continuing to harass, cause financial harm, time loss and emotional distress to the Homeowners through its unwarranted actions. Again, in light of the fact that Title Co can not immediately confirm proper sale and acquisition information in full, as Homeowner continues to work towards the sale of the property regardless seeking a mutually beneficial closure to this matter, Homeowners are demanding any and all other requests for summary judgement or otherwise filed by XXXX XXXX XXXX on behalf of PHH be rightfully denied and dismissed. \n-Homeowners, in turn, respectfully request the Court grant relief against PHH and XXXX XXXX XXXX wrongful conduct alleged herein, PHH be adjudged and decreed to violate the statutes and laws asserted therein. \n-Homeowners request injunctive relief prohibiting such conduct in the future so as to first allow Title Co to verify and validate proper sale of note on previous six ( 6 ) acquisitions while all efforts and concentration on selling home in an agreed upon price, terms and conditions as close to Fair Market Value as possible ( value of original Note is no longer fair nor realistic given Recession of XXXX and current economic conditions ), as would be verified by any reputable Realtor or an Appraisal which PHH has denied to process. \n-Note would be paid in full under Short Sale conditions, no deficiency judgement, inclusive of final sale, reflecting on all credit bureaus ( XXXX XXXX XXXX XXXX ) as paid in full and as agreed. \n-Homeowners ask for injunctive relief ordering PHH to release audio recordings and transcripts of calls during a specified period to scrub and pull critical material facts. \n-Homeowners ask for Statutory damages in an amount of {$2000.00} per violation to each of the named pursuant to 12 U.S.C . 2605 ( f ) ; for an award of actual damages according to proof per violation to each of the named Homeowners individually pursuant to 12 U.S.C. \n\n2605 ( f ). ; any/all Attorney 's fees / Court costs to this point and forward ; any and all further relief that this Court deems just and proper. \nThank you.","date_sent_to_company":"2025-06-06T18:38:45.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"80111","tags":null,"has_narrative":true,"complaint_id":"13939435","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-06-06T18:20:40.000Z","state":"CO","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Homeowners are of the knowledge that that this is an <em>account</em> that never should have been placed in foreclosure status, rather should have sold in XXXX XXXX had it not been for PHH 's numerous processing <em>errors</em> and challenges the incompetence, ineptitude, <em>errors</em> and omissions that have placed Homeowners in harm 's way, placing their home and financial well-being at risk."]},"sort":[6.077783,"13939435"]},{"_index":"complaint-public-v1","_id":"9340767","_score":5.968052,"_source":{"product":"Credit card","complaint_what_happened":"Below is a copy of letter I sent to Kohl 's department store after my initial phone call to them to dispute all charges to my card. I can provide receipts if needed. I also filed dispute on the reported balance with XXXX, XXXX, and XXXX on XX/XX/XXXX. \n\n\nOn Thursday, XX/XX/XXXX, I received XXXX packages delivered to my home at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX from Kohls. I did not order anything from Kohls and in fact, had not used my Kohls charge card in quite some time. The balance at the time was {$0.00}. These XXXX packages contained XXXX pairs of the same style XXXXXXXX XXXX XXXX XXXX XXXX and XXXX XXXXXXXX XXXX which were the exact model. I returned these items to my local Kohls store located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX.on XX/XX/XXXX. I was told at this time that these transactions occurred on XX/XX/XXXX for a total of over {$2000.00}! I did not order these items, as previously mentioned, I hadnt used my Kohls card in quite some time. My card was still in my possession and was not lost. Somehow someone gained access to my account/email to commit this fraud. Not once did I receive any email, into any of my email folders such as junk, indicating a confirmation of these orders. The only emails that I have since received are the delivery notifications. I attempted to change my password immediately ; however, I was unable to do so and received a technical failure message. I assumed this was something do with the account being closed and I didnt have access any longer. \n\nUpon the initial return of the watches and XXXX XXXX XXXX XXXX, I was informed that the perpetrator was able to receive and redeem the Kohls XXXX based on the total value of these large purchases. Due to these redemptions, I was not able to receive full credit for these returns. According to my return receipt for the XXXXXXXX XXXX, they were {$890.00} each of which there was a XXXX XXXXXXXX XXXX applied for each so the price was {$890.00} for a total of {$1700.00}. According to the receipt, {$350.00} in Kohls XXXX was earned and redeemed by the perpetrator. I never received any emails either that Kohls XXXX was earned. I only received partial credit of {$1500.00} ( which includes a credit of {$71.00} for sales tax ). My account needs to be credited the full value of these items. The receipt for the XXXX XXXX XXXX XXXX, totaled {$110.00} ( $ XXXX with a XXXX XXXX applied so total was {$27.00} and $ XXXX ). According to this receipt, {$20.00} in Kohls XXXX was redeemed. I only received partial credit of {$95.00} ( which includes a credit of {$4.00} for sales tax ). My account needs to be credited for the full value of these items. \n\nAfter returning these items to Kohls, I immediately called Kohls customer service number and obviously had a new employee as I could hear her getting help from multiple people in the background. After XXXX minutes of conversation, she was closing my account and opening a fraud investigation. I was told I would have a letter mailed to me within the next XXXX weeks with the findings of their investigation. There was no number in which I could speak to the fraud department directly. My question, is why did these transactions not flag for the fraud department to begin with? My understanding is that this card is managed by Capital One which is a large bank and should have a reputable fraud department. My card goes from a {$0.00} balance, with no recent activity, to being maxed out in XXXX day and multiples of the same items are purchased!! If this doesnt indicate fraud, then I dont know what does. I cant tell you how disappointed I am in the way this card is managed. I have been a Kohls customer for over XXXX years ( not to mention that I have another card specifically with Capital One ), but after this experience, I no longer have faith in Kohls customer protections. \n\nNext, I received another package from Kohls on Saturday, XX/XX/XXXX. Once again it was another pair of the same XXXXXXXX XXXX XXXX XXXX XXXX, which I returned as well to the XXXX Kohls store that evening at XXXXXXXX XXXX. The total was {$27.00} which I received full credit for, with tax this was {$29.00}. I once again called Kohls customer service on Sunday, XX/XX/XXXX, and spoke with another representative. I was told at this time by a representative named XXXX, that my card was not actually closed on XX/XX/XXXX, when I initially called. Thankfully, there had been no additional transactions. I was told there had only been these XXXX purchases on the card on XX/XX/XXXX but the order for the jeans was for a total of XXXX XXXX and this is why the deliveries of these have been sporadic. At this time, XXXX emailed me a link to change my password which I did immediately. I currently have no access to my old account, nor can I retrieve any statement that shows this fraudulent activity I received XXXX more pairs of XXXX XXXX XXXX XXXX XXXX on Sunday, XX/XX/XXXX, and an additional XXXX pairs of these XXXX were delivered on Monday, XX/XX/XXXX. So, this is a total of XXXX pairs of XXXXXXXX XXXX delivered to me, so XXXX didnt have this correct when he told me XXXX total XXXX XXXX XXXX were ordered. I returned these XXXX pairs of jeans to the same XXXX Kohls store on Tuesday, XX/XX/XXXX at XXXXXXXX XXXX For the XXXX XXXX XXXX XXXX the total was {$83.00} ( $ XXXX ). According to the receipt XXXX Kohls XXXX values were redeemed totaling {$15.00}. I only received partial credit of {$71.00} ( which includes {$3.00} for sales tax ). My account needs to be credited for the full value of these items. For the XXXX XXXX XXXX XXXX, the total was {$110.00} ( $ XXXX ). According to the receipt, XXXX Kohls XXXX values XXXX XX/XX/XXXX were redeemed totaling {$28.00}. I only received partial credit of {$87.00} ( which includes {$4.00} for sales tax ). My account needs to be credited for the full value of these items. \n\nSince the company can see that Kohls XXXX was redeemed, I would think it could be confirmed as to which store and address location these were redeemed at and/or if redeemed online where were these items shipped to as I have not received any other items as of XX/XX/XXXX. The sales tax credits Ive received indicate different store numbers possibly where the tax was based on. I have no doubt that this information would prove that I was not the person receiving benefit of the Kohls XXXX. \n\nAt this time, based on the return receipts I have, my account needs to be credited the remaining {$410.00} ( total of all charges {$2200.00} - {$1700.00} already credited from returns ) considering the Kohls XXXX redemption values that lowered my return credits. As of my call to Kohls Customer Service on XX/XX/XXXX, my balance is currently {$440.00}. Additionally, I was told there had been a total of XXXX transactions on XX/XX/XXXX, not XXXX as I was originally told. My math might be off as Im not able to receive a copy of my billing statement until after it cycles on XX/XX/XXXX ; however, my account needs to reflect {$0.00} as there was no prior balance before these fraudulent purchases. I would like to request a statement be mailed to my po box XXXX XXXXXXXX XXXX XXXXXXXX for my own documentation. \n\nI also want my credit report cleared to indicate that the balance was reported as fraudulent or however this is needed to be reported to indicate that I did not charge this as I dont want this negatively impacting my XXXX XXXX. I did file a credit dispute on Monday, XX/XX/XXXX, with XXXX, XXXX, and XXXX so that the Kohls balance shows as fraud, and they can also do their investigation.\n\nThis has been such a disappointing experience from the Kohls customer service team with mistakes and misinformation, not to mention the poor fraud protections provided by Kohls/Capital One. I have been completely inconvenienced with this issue as Ive had to make XXXX separate trips to my local Kohls to make these returns and spend so much time on the phone with Kohls customer service and with the XXXX credit reporting agencies to try to clear-up this error. \n\nFollow-up : After all of the above took place, I received, in XXXX different mailings, XXXX additional cards with the same account number but XXXX different ending card numbers ( XXXX, XXXX, XXXX XXXX in my name and XXXX in my husband 's name ). I called on XX/XX/XXXX to have everything cancelled in my name and my husband 's regardless of which acct/card numbers they had on file. I was told this would be taken care of. \n\nI received a letter from Kohl 's on XX/XX/XXXX, dated XX/XX/XXXX, stating the dispute was found in my favor and a credit was applied for {$1900.00} and that this would be corrected with the credit reporting agencies. However, when I called to get my XX/XX/XXXX statement mailed to me, the automated system indicated I had a balance owing of {$46.00} with payment due XX/XX/XXXX. On XX/XX/XXXX, I called the phone number on the dispute letter and the representative confirmed that the balance prior to the fraud charges was {$0.00} and last activity I did was in XX/XX/XXXX. He was escalating the issue to see about crediting the {$46.00} as he didn't understand this. He said I should receive a phone call in a few days with this resolution. I then called the regular customer service number on my \" old '' card to get my XX/XX/XXXX, statement mailed and because of the automated system showing that I had an available balance, I once again asked if this account had been closed and once again, I was told it wasn't closed! The representative said she was processing this request again and would mail the statement to me in a few weeks.","date_sent_to_company":"2024-06-24T18:50:22.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"804XX","tags":null,"has_narrative":true,"complaint_id":"9340767","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-06-24T18:23:17.000Z","state":"CO","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Somehow someone <em>gained</em> <em>access</em> to my <em>account</em>/email to commit this fraud. Not once did I receive any email, into any of my email folders such as junk, indicating a confirmation of these orders. The only emails that I have since received are the delivery notifications. I attempted to change my password immediately ; however, I was unable to do so and received a technical failure message. 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