{"took":227,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4501912","_score":16.799166,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo and in particular, our Mortgage Broker, XXXX XXXX XXXX, NMLSR ID XXXX, perpetrated coerced mortgage fraud on me and my family during the closing of a purchase of the above address on XX/XX/XXXX. Under threat of being homeless during a difficult closing day, XXXX XXXX, threatened to hang up on me multiple times when I pointed out that the closing package had a significant error related to the documented home insurance provider and in the end advised me and my wife to sign fraudulent loan documents, or else. In order to gain funding authorization after a 7 hour closing process at the title company, with our XXXX young children present snd our dog, in XXXX ranch area of XXXX. \n\nUpon notification via email sent to the Wells Fargo closer / underwriting team that the insurance information need to be corrected, Wells Fargo took no action. We simply wanted to do the right thing and ensure the the VA loan documents we were about to sign were 100 % correct and that we had legitimate insurance tied to the loan, as required. Due to inaction by Wells Fargo my wife and I were threatened, coerced, intimidated and therefore forced to sign a document they they had been informed by their client and our title company was patently incorrect and perhaps even fraudulent, or else we would have 100 % been homeless at XXXX ET on XX/XX/XXXX. This was something we could not allow to happen to our innocent children, due to errors and inaction during a crisis by 3rd largest and most # 1 most fraudulent bank in the United States. \n\nUpon our notification of the error, multiple attempts by my wife and I to find someone on the Wells Fargo loan team to listen to us and correct their mistake, several hours went by with no correction to the paperwork by the Wells Fargo. \n\nWe made contact with any party at Wells Fargo that might be about help correct this mistake and not a single person took action for hours. \n\nThe insurance information Wells had signed off on during their underwriting process and which had made it into the closing package was not our insurance company and there was no legit policy tied to that information. In fact, there was no escrow binder between us and that insurance company ( cypress ). However, we did have a legitimate binder with XXXX XXXX. I had informed our broker XXXX XXXX and his assistant XXXX of the final insurance carrier on XX/XX/XXXX via email and requested they update our file. This email was not acted upon by Wells Fargo. Further to this, XXXX and their broker XXXX anXXXX XXXX XXXX out of XXXX, FL did not do their duty and properly make contact with & officially invoice Wells Fargo following our signing of the escrow binder on XX/XX/XXXX. Had they done this as required, we wouldnt have been in this situation to begin with. It is the insurance companies responsibility to take this action not the consumer of the product, yet I took the additional step to inform Wells Fargo via email as previously stated on XX/XX/XXXX. I can provide evidence. \n\nDue to the binding terms our our purchase contract, and extremely difficult sellers, we had no choice but to close the deal on XX/XX/XXXX by no later than XXXX ET when all wire transactions to interested parties needed to be initiated by the title company. Absent that, we would be in default, forgot $ XXXX in escrow money to the sellers without recourse and have no home. As you can imagine this scenario is precisely what the VA loan process and controls are designed to prevent, yet clearly Wells Fargo is not up to the task in all cases. \n\nAt approximately XXXX ET the title companys closer emailed the Wells Fargo team to inform them of the issue that we had caught in the closing package. At precisely XXXX XXXX  when no action had been taken by Wells Fargo team in the response to the title companies notification, I reached out via text to XXXX XXXX who was our broker for this loan. I stated that There is a problem and I need to speak to someone ASAP. Not sure who but maybe you can help. The insurance info is not correct. I sent correct info but it never got put on the file. \n\nApproximately 10 mins later XXXX called my cell phone from his cell phone ( work issued I assume ) and proceeded to : 1. Inform me that the XXXX from title company sent and email to Wells Fargo that was messing this deal up and putting our closing in jeopardy and he doesnt understand why my wife and I would allow her to do that to us on closing day. \n2. XXXX told me that I needed stop being upset with him about this error because we caused this and if I didnt listen to him very clearly he would hang up on me and not help. \n3. That all we needed to to was the following and I quote from memory : The title companys closer XXXX, needs to reply to the email she sent and retract her statement. She needs to say that she made a mistake and the purchasers are not changing insurance companies at the last minute and that the paperwork as originally packaged was 100 % correct. If i did not get XXXX to send this email XXXX XXXX underwriting team would not be able to correct the paperwork in time and that have created this mess, raised significant red fraudulent red flags and that there was no way the underwriting team would sign off on this last minute change. If this email is not sent we would not be able to close as necessary today. Further to this you need you need to shut your mouth, say nothing more and accept and sign the documents as is. When you sign them you need to hope that this delay caused by you and your title company didnt XXXX this deal by sending the first email. There may no longer be enough time for the funding team to review the documents and authorize the funds to be wired even is she sends the email i have worded for you. If you do not do this then I cant help you and you will be out $ XXXX earnest money and your family will be homeless at XXXX. \n\nAt this point concluded the call with XXXX by saying but what if they dig into this and discover what we are signing is incorrect and decide not the fund the loan? XXXX responded that if the email is sent and I keep my mouth shut that will not happen. \n\nI immediately relayed the content of this conversation to my wife and the title attorney. The attorney, in the interest of making sure my children did not end up homeless, advised us to listen to XXXX XXXX and do what he says. Following this XXXX sent the email and under supervision of the title attorney while My wife and I, under extreme duress signed what we now understand to be fraudulent documents. The title attorney notarized the docs which she also must have know.to be fraudulent and returned the completed docs to the Wells Fargo team as XXXX XXXX had demanded. This occurred at approximately XXXX XXXX  ET. \n\nFollowing the submission of the singed papers to Wells Fargo, we anxiously awaited funding authorization. There was zero communication to us by Wells Fargo from XXXX until approximately XXXX XXXX  when after hunting downs anyone who would pay attention we were informed that the Wells Fargo loan closer had left for the day! \n\nAt this point, on the verge of being homeless even after giving into the demands of Wells Fargo, the file was not progressing through underwriting because no one was informed of the situation following the departure of the responsible loan closer at Wells Fargo. The file sat in an email inbox where no one was directly responsible at this point for picking it up and continuing the process. My wife took it upon herself to rattle any cage she could find to get someone to email her back or answer her phone call at Wells. After 30 mins, at approximately XXXX XXXX  ET, my loving wife XXXX XXXX reached a manager tied to the closer that had left and he/she pushed the file to the funding team, where it sat without action. XXXX then hunted down the manager of the funding team and got that manager to push the file forward to the funding authorization stage. From there 15 extremely stressful and anxious minutes, XXXX remained on the phone with the finder to ensure that they took the action needed to allow the title company authorization to meet the wire cutoff time of XXXX ET. The funder without direct knowledge of What had occurred at the demand of XXXX XXXX did his/her job and authorized funding. We received the keys to our new home at approximately XXXX XXXX. \n\nAt this point I dont know what else needs to be said or what actions need to be taken by me. I proactively informed a lead manager in the underwriting team of all these detail over the phone on XX/XX/XXXX when I felt safe that no one could take back the loan and make us homeless due to our part in this sad series of events. As a veteran I know, logically, that I am protected from precisely this type of fraudulent behavior by financial institutions, but emotionally my family and most important my children have been emotionally damaged by what occurred on that day. XXXX and XXXX XXXX were with us at the closing table because we had no other option and they were excited about what should have been painless, fast, perfect transaction that tuned into a living nightmare Right before there eyes. Ive never seen my children as scared as they were sitting in the conference room listening to the things that were occurring. The fear that my wife and I were displaying caused by the people who were unwilling to help us do the morally and legally correct thing was clear to them even though er tried to reassure them everything would be OK, which they intuitively understood to be a lie we had to tell them. \n\nThose people coerced us to perpetrate fraud on their behalf, or else our hopes and dreams would be shattered that day, should we. It comply. Those same people and their leaders should understand that they caused permanent damage to my familys relationship and ability to trust people in power. What they have inflicted upon a innocent XXXX year old girl and XXXX year old boy, is deplorable, disgusting and down right criminal. The things they bore witness to that day will forever haunt me. There was nothing I could do to prevent it from occurring without putting our family in financial ruin and forcing children to be homeless, so we had to play along with their game. \n\nI hope that the investigation of this crime will not be pushed under a rug. I hope that we have the opportunity to tell our story and to effect change such that this can never occur to another citizen of the United States. I am ashamed and saddened that this occurred and I believe that I have rights to restitution but Im also truly scared that Wells Fargo and their regulators will sweep this under the rug or attempt to place the blame on me and take away our home.","date_sent_to_company":"2021-06-29T08:06:03.000Z","issue":"Closing on a mortgage","sub_product":"VA mortgage","zip_code":"342XX","tags":"Servicemember","has_narrative":true,"complaint_id":"4501912","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-06-29T07:50:02.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Upon our notification of the <em>error</em>, <em>multiple</em> <em>attempts</em> by my <em>wife</em> and I to <em>find</em> <em>someone</em> on the <em>Wells</em> Fargo loan team to listen to us and correct their mistake, several hours went by with no correction to the paperwork by the <em>Wells</em> Fargo. \n\nWe made contact with any party at <em>Wells</em> Fargo that might be about help correct this mistake and not a single person took action for hours."],"company":["<em>WELLS</em> FARGO & COMPANY"]},"sort":[16.799166,"4501912"]},{"_index":"complaint-public-v1","_id":"6975311","_score":14.66632,"_source":{"product":"Mortgage","complaint_what_happened":"During the last week of XXXX, we first became aware that Wells Fargo had filed a notice of default, dated XX/XX/XXXX, with the intention to foreclose on our home at XXXX XXXX XXXX XXXX XXXX The home, as previously held in the name of the Trust of XXXX XXXX XXXX was wrongly allowed to be used as collateral in a personal loan taken out by XXXX XXXX XXXX ( deceased ), mother-in-law and trustee to the now defunct trust. The property was transferred into the name of XXXX XXXX XXXX belatedly and by court order in XXXX but was, by attorney error, quit claim to XXXX with the encumbrance of the WF lien. \n\nOur complaint is that we have made multiple efforts to speak with Wells Fargo about this loan as we are obtaining a mortgage to remedy the debt and prevent losing our home with substantial equity however no one will speak with us about the payoff amount. XXXX XXXX has personally reached out to the WF Life Events and Home Equity Deceased ( XXXX ) Departments and both continue to say they can not discuss the loan. We believes Wells Fargo may be intentionally blocking our attempts to allow us the opportunity to payoff the loan and halt the foreclosure process. \n\nXXXX XXXX first received written notice of the action in a certified letter on XX/XX/XXXX. No recourse as to how he might contact WF to resolve this debt was included. On XX/XX/XXXX, we had already begun forwarding documents demonstrating his rightful ownership of the property he has occupied for 37 years. \n\nOur lawyer, XXXX XXXX submitted a Letter of Representation on XX/XX/XXXX, to XXXX XXXX, collector and current trustee for this issue, requesting to discuss this foreclosure action for a resolution. We have made multiple phone calls to XXXX XXXX who have continually advised us all the ownership documents are \" being reviewed at the WF legal department ''. \n\nOn XX/XX/XXXX, we first met with XXXX XXXX, Relationship Banker at Wells Fargo in XXXX, UT. Our title company, XXXX XXXX has since furnished him with rightful ownership documents. We contact XXXX regularly and in spite of him also fulfilling all requests to supply his head office with these documents relating to the correct ownership of XXXX XXXX, his attempts to help us look at refinancing the existing loan have been futile with no response forthcoming. \n\nI filed a previous complaint protesting the original action on the part of WF to allow such a loan but was advised in their response that we need to pursue it as a civil matter which we are doing in the XXXX XXXX civil court here in XXXX XXXX XXXX with XXXX XXXX XXXX. There can be no resolution in time to halt the process so, in the meantime, we plan to payoff the loan. Mortgage payoff documents have been requested by the lender. \n\nXXXX XXXX, HUD Certified Mortgage Modification & Rental Counselor at XXXX XXXX XXXX XXXX XXXX in XXXX, Utah, whom we are consulting to help with this foreclosure, has likewise reached a closed door in contacting WF to help us modify the existing loan. We all recognize that XXXX XXXX ' name is not on the loan itself because neither he nor his deceased wife, XXXX, were responsible for making payments on the loan. XXXXXXXX XXXX loan documents specify she was responsible for insurance, property taxes and maintenance of the home and all payments apparently ceased when she quit as self-professed trustee of the XXXX XXXX XXXX XXXX XXXX XXXX resulting in the WF foreclosure action. \n\nCould someone just tell me how it is that WF continued to address XXXX XXXX XXXX at her home residence of XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX as demonstrated on the attached letter, when loan restrictions clearly required she be occupying the home at XXXX XXXX XXXX XXXX as her primary residence which she, in fact, never did? Can you not see how this letter demonstrates WF was complicit in \" looking the other way '' in the XXXX some years she continued to do business with Wells Fargo while maintaining two back to back loans on our home at XXXX XXXX XXXX XXXX which she falsely claimed as her primary residence? Does evidence get any clearer than this? \n\nFinally, it seems that CFPB has been \" left the fox guarding the henhouse '' in expecting that WF will make a fair and equitable decision to our complaints by asking them to find themselves in error to have allowed this loan in the first place. Do the right thing now!","date_sent_to_company":"2023-05-15T02:04:11.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"6975311","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-05-14T23:53:15.000Z","state":"UT","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":["Finally, it seems that CFPB has been \" left the fox guarding the henhouse '' in expecting that WF will make a fair and equitable decision to our complaints by asking them to <em>find</em> themselves in <em>error</em> to have allowed this loan in the first place. Do the right thing now!"],"company":["<em>WELLS</em> FARGO & COMPANY"]},"sort":[14.66632,"6975311"]},{"_index":"complaint-public-v1","_id":"3767137","_score":11.260254,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/XXXX My history with CitiBank dates back to one of the first lines of credit that I opened in college and has extended nearly twenty years. At present, there is one current account with Citi, which is the subject of this e-mail. \n\nFrom the beginning of our interactions with Citi on this account, we have received erratic confirmation e-mails ( if any ) and poor reporting on payments made to this account. During the course of XXXX, we made thirteen payments of a total of {$2000.00}. Because of payment processing problems on Citis end ( Citis systems failed to process payments we authorized through Citis website ), and time delayed timeline to notify us of those missed payments, those payments were sometimes placed at odd times. The longest time between those payments was 55 days. Corrective action and payments were made and reauthorized immediately each time we were notified that authorized payments were not reflected on our account. \n\nThere were at least three periods where payments were authorized and not removed from our account that have been documented : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During this period, Citi did not send any notifications except mail on normal billing cycles to confirm payments, which often lagged. Because of the extreme lag on Citi statements, it would sometimes not become apparent that payments had not been credited to our account, despite our authorization, for two billing periods. \n\n- We caught the payment not going through in XXXX and reauthorized a payment on XXXX XXXX. \n- The XXXX payment was authorized, but did not go through, so two payments were made in XX/XX/XXXX. \n- Our XXXX payment was scheduled, but was removed earlier than authorized on XX/XX/XXXX and so two payments were applied to XXXX rather than one in XXXX and one in XXXX. \n- Our XXXX payment was authorized, but it did not show up that it had not been removed until XXXX, when two catch-up payments were made ( XXXX XXXX and XXXX XXXX ). A third payment was made in XXXX, and after speaking with a Citi representative, who enrolled us in autopay and gave us a {$10.00} credit for the repeated problems with Citis payment processing software. \n- At no time was any payment processed by Citi rejected by our bank, and at no time did we have insufficient funds to cover the payments authorized and made through XXXX website. \n\nA summary : - All payments significantly exceeded minimum payments required. \n- The longest period without a payment was 55 days. That lag in payment stemmed directly from notification delays on Citis end. \n- In XXXX, CitiBank employees credited our account additional and apologized for the inconvenience, acknowledging multiple problems with XXXX payment systems. \n\nAt this point, we believed that the problem was behind us and the auto payment feature would ensure that no additional problems would occur ; however, - In XXXX, Citi reported to credit reporting agencies, in error, that we were 60 days delinquent in our accounts in XXXX and XXXX, which was actually impossible. \n- Citi reduced the credit line on the account from {$9100.00} to {$5600.00}. \n- The impact on my FICO score from the erroneous reporting was significant, ultimately dropping my credit score to XXXX, a fact that we did not find out until well into XXXX. \n- The continued denial of any CitiBank problems and the banks refusal to remove the erroneous report, continue to harm credit scores it was dropped 55 points today after CitiBank again denied any wrong-doing. \n\nSince finding this error during a normal credit check, we have had more than 10 conversations with Citi employees in XXXX, XXXX, XXXX, XXXX, and XXXX of XXXX, and written two letters in XXXX and XXXX of XXXX. Through each of these phone conversations, including extended phone conversations on XX/XX/XXXX ( with XXXX ) and XX/XX/XXXX ( with XXXX ), we were assured that Citis payment and auto payment systems had significant problems through XXXX and that Citi knew of its multiple problems and would correct the errors in credit reporting. Further, it was confirmed that all notifications on payment-related issues had been disabled by Citi without warning or notification. \n\nCitis customer service team repeatedly acknowledged problems with CitiBanks payment processing systems and consistently assured us that the erroneous report would be removed from my credit report. \n\nOn XX/XX/XXXX, XXXX suggested that I call back in a few days, when she expected that Citi would be resolve the problem by correcting the erroneous credit reporting information by showing no delinquent payments related to our account since it opened. Each conversation was cordial and efficient, assuring us that the situation was an error and would be resolved. \n\nFollowing the XX/XX/XXXX call, I had additionally reported through XXXX  that the credit report of being 60 days delinquent was made in error, and that, according to Citis own records, our accounts were not late due to Citis own system errors. \n\nOn XX/XX/XXXX, I placed a call received by someone identifying herself as XXXX, who refused to speak with me, saying all future communications on the account would need to be in writing something we had never been told previously. I requested to be put in touch with a supervisor, which she refused before hanging up on me. When I called back, I spoke with a representative named XXXX, who promptly put me through to a supervisor, XXXX. XXXX put me on hold for 40 minutes before being disconnected without speaking with him beyond a curt Hello. Finally on XX/XX/XXXX, I called back and spoke with a representative named XXXX, who stated that all communication must happen in writing, prompting this letter. \n\nFollowing that conversation, we wrote a letter, as instructed, outlining this situation. Nearly a month later, we received a letter stating that they needed more information, which we provided in a timely manner, before sending a letter on XX/XX/XXXX indicating that CitiBank is again refusing to make corrections and now refuses to acknowledge any errors. \n\nAt this point, my wife and I have invested more than 12 hours in attempting to resolve issues that stem from CitiBanks systematic payment processing errors and a lack of timely notification when errors did occur, directly causing payment delays. Despite Citis errors, we worked quickly to correct errors and make payments as soon as we were notified. Those delays never exceeded 55 days, despite having to sometimes wait two written billing cycles before finding CitiBanks errors. \n\nPayments were authorized on our end each month in a timely manner through Citis systems that exceeded minimum payments. \n\nThe on-going credit reporting error continues to cause significant harm.","date_sent_to_company":"2020-07-28T13:27:18.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"19082","tags":null,"has_narrative":true,"complaint_id":"3767137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-07-28T13:05:11.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["At this point, my <em>wife</em> and I have invested more than 12 hours in <em>attempting</em> to resolve issues that stem from CitiBanks systematic payment processing <em>errors</em> and a lack of timely notification when <em>errors</em> did occur, directly causing payment delays. Despite Citis <em>errors</em>, we worked quickly to correct <em>errors</em> and make payments as soon as we were notified. Those delays never exceeded 55 days, despite having to sometimes wait two written billing cycles before finding CitiBanks <em>errors</em>."]},"sort":[11.260254,"3767137"]},{"_index":"complaint-public-v1","_id":"3615078","_score":10.301571,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In mid-XXXX  XXXX I received the normal email from one of my credit cards companies. The routine monthly email informed me that my monthly statement was ready for review even though my balance was {$0.00}. When I attempted to login to my account, I received a message on my screen that \" something was different, and they would need to send a verification code to one of the numbers on my account. '' Just below the two numbers listed was a line that says, \" I do not currently have access to those phone numbers ''. Since those numbers were the numbers that belonged to my sister whose house I stayed in while visiting the United States on multiple occasions. In fact, I always called Capital One to inform them of my location and on the numerous occasions I came here to the XXXX ( I was courting my wife ) it takes several visits I called Capital One to update the phone number I use in the XXXX. The CSR always told me that they could not put the phone number in my account because it was an overseas number, but she would annotate my account. I used the card numerous times while here in the XXXX and never had a problem. Suddenly, I can no longer access my accounts online and would receive the error described above. I called immediately and after several minutes was transferred to someone who asked me to verify my identity through sending a copy of my stateside drivers license. I explained that the rules here in the XXXX recently changed and my stateside drivers license was only good for 30-days and after that I had to get a XXXX drivers license and when I did that they the last drivers license I had from XXXX  ( yes I lived and worked there for 10 years before visiting the XXXX ) into pieces but I do have a copy of the drivers license from when I lived in XXXX but it expired. I was sent an email with the following instructions \" Re : Case Number XXXX As mentioned, we need some supporting documents to process your case : Personal Identification Youll need to have all documents available on your computer or device to upload themyou may need to scan or take and save pictures of hard copies. When you have everything ready, just upload and submit your documents by using our secure link. Please dont reply to this email with attachments or questions. \nThis link will be valid for 14 days. After that, this link will expire, but you can contact us if you need a new one. \nOnce we receive the supporting documents, well continue processing your case. \nThanks for choosing Capital Oneits great having you with us. \n\nI immediately did what they asked and followed-up with a phone call. I was told the issue was in the \" backroom with the boys '' and they would get back to me. I waited about a month called again an got the run-a-around and that I would get a call. So, I gave up. However, month after month I would continue to get the notifications that my statements were ready to review and login to review. \n\nFinally, this month XXXX ( XXXX ) I decided to find out if things were fixed and not surprisingly nothing was done. I called again and spoke to a CSR who was very helpful, and she told me that the boys in the backroom wanted me to take a picture of the reverse of my drivers license being sure the bar code was legible. She then told me that she would send me a text that I would reply with a copy of the reverse of my drivers license with a clear bar code. I explained to her that the phone system in the XXXX does not allow picture attachments to texts and about that time the \" load '' or what we would call pre-paid time was running out. The boys in the back room knew about the phone system here in the XXXX because on the two other occasions I called and I specifically told the CSR and one of the boys in the backroom that we use prepaid phone cards here but I always use the same SIM therefore I always have the same phone number. The same phone number I would call and give them when I was in the XXXX. \nI explain to explained to one of the boys I the backroom that I have gotten married and I'm back in the XXXX working the immigrant visa to bring my wife back to the United States with me and this time I would be in the XXXX for several months and need the cards not so much for buying things here but just in case I needed to make emergency travel planes to leave the country in an emergency. The only other reason I had the cards used is to keep them active while her in the XXXX. I never overcharged either card or always paid on full. I have at least two car loans with Capital One and have never been late on any payment. \n\nI explained to the CSR the other day that I am currently in 24-hour lock down and can not leave my house except to buy food and water and I limited to the number of times per week I can go. So throw on top of that this non-issue of my identity with a credit card company I have always been a loyal and on-time paying customer with on top of conditions I can only describe as near martial law and my frustration level is very high.","date_sent_to_company":"2020-04-20T14:36:06.000Z","issue":"Trouble using your card","sub_product":"Store credit card","zip_code":"XXXXX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3615078","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-04-20T13:21:12.000Z","state":"AP","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Suddenly, I can no longer access my accounts online and would receive the <em>error</em> described above. I called immediately and after several minutes was transferred to <em>someone</em> who asked me to verify my identity through sending a copy of my stateside drivers license."]},"sort":[10.301571,"3615078"]},{"_index":"complaint-public-v1","_id":"5395826","_score":8.129452,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XXXX, I had entered into forbearance with my mortgage servicer at the time, XXXX XXXX XXXX  Around the last week of XX/XX/XXXX, about 5 weeks before the forbearance expired, I received a packet from XXXX XXXX XXXX with a Loan Modification offer. Upon reviewing the packet, I noticed that the documentation stated that only I sign, being divorced and only my name on the Deed to the property. My concern was that my ex-wife was listed on the page that needed to be notarized. After several conversations with XXXX XXXX XXXX about the matter, I was told to just sign the documents myself and have the notary ignore my ex-wifes signature line and send in the paperwork with marriage certificate, divorce decree, and the Quit Claim Deed. As shown in document # 1, I was required to mail this in by XX/XX/XXXX. As shown in Document # 2, my receipt shows the documents were sent XX/XX/XXXX next day service and tracking shows it was signed for on the morning of XX/XX/XXXX. The only thing that was left was the modification agreement stated that I had to make the new payment amount of {$1100.00} by XX/XX/XXXX for XXXX payment. So I scheduled the payment for XX/XX/XXXX. On around XX/XX/XXXX I learned that XXXXXXXX XXXX XXXX was transferring my loan to Mr. Cooper with an effective date of XX/XX/XXXX. On XX/XX/XXXX, I received a new packet from XXXX XXXX XXXX with new loan modification documents. These documents were of the identical in scope and terms, however it appears they decided they wanted me to resign them with having listed only my name on the notary page ( they removed my ex-wife from the notary page ). The due date for these documents was XX/XX/XXXX as can be seen in uploaded document # 3. I signed the updated modification and mailed next day service on XX/XX/XXXX as can be seen in document # 4. On XX/XX/XXXX, I received from XXXX XXXX XXXX XXXXhe final modification paperwork, and a modification complete letter which I have attached as document # 5. I considered the process complete as I had done everything I needed to and was told to do and received verification my modification was complete. So from what I could tell, I was 100 % done with this matter. \n\nOn XX/XX/XXXX or so, I received my welcome packet for Mr. Cooper. On XX/XX/XXXX I received a Forbearance Has Expired notice from Mr. Cooper. I already knew this and knew I had taken care of a loan modification so I ignored this. Near the end XXXX I received my first statement from Mr. Cooper indicating that I owed {XXXX} and listing the old payment amount due for XXXX, my monthly amount prior to modification. The statement also indicated that they took the unapplied funds that were transferred from XXXX XXXX XXXX  and applied it to my XXXX payment! As noted above, I made the XXXX payment on XX/XX/XXXX to XXXX  XXXX XXXX. On XX/XX/XXXX at XXXX, I called XXXX XXXX who is listed as my Dedicated Loan Specialist on my Mr. Cooper documentation. Though when you call the number listed as her number, you usually get a random person. I spent 48 minutes on the phone with XXXX going over everything on my account. I went over with her that I had completed a loan modification with XXXX XXXX XXXX the terms of the modification, as well as that I had made XXXX payment to XXXX XXXX XXXX. She verified that there was loan modification documentation sent over and that told me that it will take about 60 days for them to process everything and to reflect on my account. I told her that I am trying to make my XXXX payment on their website, but that it says it can not accept payments from me at this time. She told me not to make any payments until they go through my loan modification and adjust my account. I was not ok with that, my mortgage has always been paid on time and I told her that I would just send it to XXXX XXXX XXXX then if she couldnt make it to where I could make the payment. That is exactly what I did. Why are they allowed to refuse payment in the first place? As of this day, I am still not allowed to make a payment on their website, so I have to use my banks Bill Pay to make my payments. I then brought up about my XXXX payment, in which she stated I never paid. I explained to her that I did pay it and that she needed to tell me what happened to that payment since I no longer had access to XXXX XXXX XXXX. She said, she found that XXXX XXXX XXXX applied my payment in addition to some unapplied funds to XXXX XXXX payment ( the first month of forbearance. ) I told her that doesnt work and it needs to be corrected, but that I understand that may be difficult to do until Mr. Cooper straightened out my account with the modification. So, the conversation basically came down to wait 60 days and itll all be good. I received a follow-up call the following week checking in and reiterating that it will take up to 60 days. I received weekly or bi weekly calls for the most part through the beginning part of XXXX basically telling me nothing new that we were still waiting for the paperwork to be completed. On the last call, I advised the caller that I could now see when I log in online that it appears Mr. Cooper was processing the modification. This was the last check in I received. \n\nBetween the beginning of XXXX and the XX/XX/XXXX, my online account went from processing a modification to disappearing, and then starting all over again. I have seen this happen online at least 4 or 5 times since the beginning of XXXX. \n\nOn XX/XX/XXXX or so I noticed when I logged in online that my account stated on the front page my mortgage modification had been denied without stating anything further. The following day I called and spoke to a representative about the issue. I had asked why its saying my modification was denied when it was 100 % completed with XXXX XXXX XXXX. She had stated that it appeared that it was because the other person ( my ex-wife ) didnt sign the notary page. I explained to her that she was not required to sign per the contract being that we had been divorced and there was a quit claim deed processed many years ago and the documentation states only my signature is required. I informed her that all the pertinent information regarding my divorce and quit claim were provided to XXXX XXXX XXXX and asked if they had all that information. She had attempted several times to justify Mr. Coopers position by saying that it doesnt work that way and that my ex-wife is required to sign the paperwork as well ; that the mortgage holder doesnt allow that. She also told me that my paperwork was not submitted on time, and once again I explained that XXXX XXXX XXXX had sent me a new set of documents with only my name on the notary page after receiving my original paperwork. She was not listening or researching my claims at all and just kept reiterating that its not legal to have only my signature on the paperwork. The call was then escalated to XXXX ( unknown last name ). Basically this conversation went the same way with me being told the same things. But I was also told that I didnt pay the XXXX payment. I told her that I did in fact pay the XXXX payment in full but that Mr. Cooper had put those funds in unapplied funds being that my modified payment is less than what they have as required monthly payment. That seemed to go just as well as everything else with it being insisted that I didnt pay XXXX. The conversation ended with that she was going to have my paperwork reviewed and she would update me weekly. This conversation lasted an hour and 10 minutes. The notice of modification withdraw is attached as Document # 6, which I received a day or two later. I received weekly updates for the next 3 weeks delivering no new information except that we were still waiting for review. I would like to add that as of this date, this loan modification withdrawal was the first correspondence regarding my mortgage modification that I had ever received. I never received anything requesting information, any documents needing to be corrected, nothing. I had never even received anything in writing acknowledging they had my modification or were working on it or anything. My understanding is Mr. Cooper is expected to review and complete my modification review within 30 days of transfer and notify me of such. This never happened. \n\nOn XX/XX/XXXX or so I noticed when I logged in that my home page told me that my modification was approved. However, when I pulled up the correspondence letter, I realized Mr. Cooper had initiated and sent out paperwork for an entirely new and different terms modification for me to complete. I was not happy, instead of reviewing my paperwork already completed, submitted, and finalized, they wrote up an entirely new modification with less favorable terms ( this modification included a partial claim, whereas my original didnt. This was something I find favorable, I didnt want a lien. ) On XX/XX/XXXX, I received a call from a representative I havent talked to before. This is the first call I have ever received from someone that wasnt due to my initiation. She said she was calling because she heard I had some issues with the loan modification. So, once again I repeated my concerns regarding the already completed modification, being sent an entirely different and new modification, not being given a straight answer on what is wrong with my completed modification for 5 months, and the incorrect and misleading information I have been told throughout the entire time working with Mr. Cooper. She told me she reviewed all the documentation XXXX XXXX XXXXXXXX sent over and she also tried to say that my ex-wife was required to sign the paperwork, and that the paperwork was turned in late, that my notary didnt properly stamp the document ( she said only half the stamp was present, which document # 5 uploaded clearly shows a proper stamping, this was the first I had heard of this issue ). I told her I have documentation with proper stamps and if hers doesnt show that its an error on XXXX XXXX XXXX scanning of the document and she should contact them. I told her that the documentation does in fact only require my signature and asked her if she read the modification agreement in full that I had signed. Her response was Well, no. There a whole lot of words in there, I havent read it all. I couldnt believe she called telling me she reviewed the documentation, and didnt even read it but thought she was going to explain away the documents. I told her that if she read the documentation, that she would see that I was in fact correct. She was fairly upset and irritated that I would not accept what she was telling me. The conversation ended with her telling me she was going to read all the documentation XXXX XXXX XXXXXXXX sent over and will call me back. I never heard from her again. The call lasted 9 minutes. \n\nI received the new loan modification paperwork on XX/XX/XXXX. I have attached this as Document # 7. Please note section 4a in the Document that states my ex does not sign the paperwork. A similar statement which was included in the original XXXX XXXX XXXX modification agreement ( Document # 5 Section 4B. ) Note that in the Notice of Withdrawal ( Document # 6 ), my ex-wife not signing the modification, and documents not returned on time ( which is proven otherwise in Document # 2 & # 4 ) was the entire reason Mr. Cooper says it isnt valid. I also want to point out that there is no listed way to appeal this decision or anything. That doesnt seem right. \n\nOn XX/XX/XXXX, I received a call from XXXX XXXX. It was clear from the beginning of this conversation that its only intention was to shut me down. Upon bringing up everything I have pointed out since XX/XX/XXXX and repeating it all over ( because it doesnt appear that anyone knows what my issues are, I seem to have to repeat these every time a new person calls ). I was basically told that the reason my modification was rejected was because XXXX XXXXXXXX XXXX didnt reconcile my account to a XXXX balance owed before it was transferred. So it is all XXXX  XXXX XXXX fault and also because my ex-wife didnt sign the paperwork. However, XXXX XXXX told me to submit my divorce decree and quit claim with my new modification paperwork and only my signature will need to be on it. But thats why my completed modification was denied, strange. Upon refuting the claims, I was basically given a hard this is how it is and nothing is going to change. XXXX XXXX attempted to place blame on me for not taking care of this sooner and for being behind in my mortgage. He tried to insist that Mr. Cooper did everything they should and its not their problem or fault. He also threatened, Well if I were you I would sign those documents as soon as possible. Your already over 120 days past due now and you know, a house is a large asset you dont want to loose. This is pretty much how he ended the conversation, and I ended it by stating that I cant sign the paperwork without investigating the lawfulness of their claims that what was already completed isnt valid. \n\nIn conclusion, it is apparent that I did my due diligence in working with and being patient with Mr. Cooper. The fact that I had to spend countless hours and days attempting to get information and to try and correct the faults of Mr. Coopers processes and procedures to end up here writing this dispute and gathering information for 3 days is absurd. The lies I was given, misleading me, not addressing issues or concerns I bring to their attention, and consistently having no answers to my questions or problems for almost 5 months is unacceptable. And then to be told all the work I had done was for nothing and I have to start over again? Mr. Cooper has never even asked for any documentation they are missing either. Mr. Cooper never handled or notified my regarding receipt, review, or that they have 30 days to complete the review of my modification with XXXX XXXX XXXXXXXX. I have made my required modified payments every month since my modification agreement on these dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. These payments have all been misapplied. I have repeatedly brought up the XX/XX/XXXX payment to multiple people and the error that has occurred with that payment from my first contact with Mr. Cooper and no one has done anything about it. I have attached an escrow review ( Document # 8 ) completed a few days after Mr. Cooper sent me modification paperwork. This document states that my new escrow payment will be {XXXX}. However the modification paperwork they sent just a day beforehand says my new escrow payment will be {XXXX}. So which is it? How am I supposed to make sense or trust what Mr. Cooper sends me, tells me, or what they tell me is right or wrong? I have never had issues with my mortgage servicer prior to Mr. Cooper. And now that this loan was transferred beyond the control of me, everything seems to be an issue and nothing seems to ever get fixed. I was led to believe that my modification was complete and good to go by Mr. Coopers actions and inactions for 5 months. I paid according to this modification for 5 months with the understanding that is what I needed to do. \n\n\nI feel Mr. Cooper has failed to abide by the following areas of Chapter X as well as the below referenced areas in the Case of CFPB XXXX Nationstar XXXX Mr. Cooper at minimum. \n\nXXXX XXXX Failing to identify service transferred loans in existing trial modifications or transferred loans in the middle of the modification process, resulting in borrowers receiving permanent loan modifications only after unwarranted delays or being wrongfully denied for permanent modifications ; This is obvious, Mr. Cooper failed to identify and properly process information regarding my loan modification that was completed with XXXX XXXX  XXXX. Caused unnecessary delays and then wrongfully denied my permanent modification 5 month later. \n\n\nImplement policies and procedures designed to comply with the requirement in section 1024.38 of Regulation X to have policies and procedures reasonably designed to facilitate transfers of information during servicing transfers ; The transfers of information is still an issue here. Had Mr. Cooper done their due diligence and ensured they had all the proper documentation ; especially after me repeatedly questioning if they have certain documents associated with the modification and giving them information of documents I had submitted to XXXX XXXX XXXX and they failed to retrieve. Also, I believe Mr. Cooper is supposed to obtain missing documents submitted to the prior lender and not require the borrower to resubmit them. Mr. Cooper is asking me to resubmit divorce, marriage, and quit claim documents already provided to XXXX XXXX XXXXXXXX and have been consistently told this. \n\n61. In numerous instances, Defendants actions caused or were likely to cause substantial injury to borrowers. These borrowers were negatively impacted by Defendants transfer-process failures, which, among other things, caused significant delays in converting trial modifications to permanent ones. Delays in converting the modifications from trial to permanent resulted in prolonged delinquency, and related additional interest payments and fees to borrowers, as well as added emotional stress. \n\nWhile we arent talking about a trial to permanent modification here, I think this issue is still very valid in my situation and appears to still be problematic for Mr. Cooper to cure even over a year later. Oh, but wait. It was longer than that because Mr. Cooper had plenty of opportunity prior to the settlement of this case to cure. \n\n62. Borrowers could not reasonably avoid the injuries they suffered. Borrowers could reasonably expect that the agreements they entered into with their prior servicers would be honored by any subsequent servicer. They would have had no indication that Defendant would fail to perform as required under their modification agreements. And, in any event, borrowers lacked the ability to select another mortgage servicer. \n\nI feel this is a big deal. It was my understanding that my modification was complete and there was nothing more that I needed to do for it. I spent 5 months being told I was just waiting for Mr. Cooper to process my paperwork. I spent 5 months believing that the payments I was making were required and of the proper amount. \n\n\n12 CFR 1024.41 ( k ) ( 3 ) Complete loss mitigation applications pending at transfer. If a transferee servicer acquires the servicing of a mortgage loan for which a complete loss mitigation application is pending as of the transfer date, the transferee servicer must comply with the applicable requirements of paragraphs ( c ) ( 1 ) and ( 4 ) of this section within 30 days of the transfer date.\n\nMr. Cooper failed to meet their requirements within 30 days of the transfer date.\n\n12 CFR 1024.41 ( k ) ( 5 ) Pending loss mitigation offers. A transfer does not affect a borrower 's ability to accept or reject a loss mitigation option offered under paragraph ( c ) or ( h ) of this section. If a transferee servicer acquires the servicing of a mortgage loan for which the borrower 's time period under paragraph ( e ) or ( h ) of this section for accepting or rejecting a loss mitigation option offered by the transferor servicer has not expired as of the transfer date, the transferee servicer must allow the borrower to accept or reject the offer during the unexpired balance of the applicable time period. \n\nMy documentation was signed prior to the transfer date and the due date was XX/XX/XXXX. Though technically I feel that the I accepted the loss mitigation offer on XX/XX/XXXX when I signed the original paperwork. The fact that XXXX XXXX  XXXX wanted to remove my ex-wife from the Notary page and have me resign it is beyond my control. Either way, I was clearly within the specified time period. \n\n12 CFR 1024.38 ( b ) ( 1 ) ( ii ) Investigate, respond to, and, as appropriate, make corrections in response to complaints asserted by a borrower ; All my complaints and concerns have been flat out passed on, passed up, or flatly ignored and never investigated by Mr. Cooper. \n\n12 CFR 1024.38 ( b ) ( 2 ) ( iii ) Provide prompt access to all documents and information submitted by a borrower in connection with a loss mitigation option to servicer personnel that are assigned to assist the borrower pursuant to 1024.40 ; Its obvious that while people may have had access to documentation, they didnt know what they were looking at, or looking for, or even able to tell me if everything they should have was there. I had asked multiple people multiple times to ensure that Mr. Cooper had things such as my divorce decree, quit claim deed, the second set of documents I signed with XXXX  XXXX XXXX. Nobody could answer these questions. And none were ever able to tell current status or information on what was going on with my modification. \n\n12 CFR 1024.38 ( b ) ( 3 ) ( iii ) Facilitate the sharing of accurate and current information regarding the status of any evaluation of a borrower 's loss mitigation application and the status of any foreclosure proceeding among appropriate servicer personnel, including any personnel assigned to a borrower 's mortgage loan account as described in 1024.40, and appropriate service provider personnel, including service provider personnel responsible for handling foreclosure proceedings. \n\nThis is fairly close to ( b ) ( 2 ) ( iii ) so we will stick with the same reasoning.\n\n12 CFR 1024.38 ( b ) ( 4 ) ( ii ) As a transferee servicer, identify necessary documents or information that may not have been transferred by a transferor servicer and obtain such documents from the transferor servicer. \n\nThis is a huge one. Obviously Mr. Cooper was missing something or didnt have knowledge of something that XXXX XXXX XXXXXXXX has that was needed to ensure my paperwork was complete. Despite the fact that I had repeatedly brought this to their attention that certain things XXXX XXXX  XXXX has that I felt Mr. Cooper must be missing. \n\n12 CFR 1024.40 ( b ) ( 1 ) ( iii ) The status of any loss mitigation application that the borrower has submitted to the servicer ; This was a huge fail. Nobody could give me the status at any point. This is very frustrating. Every person seemed to tell me different things, different reasons, and never seemed to have any status of anything to give to me.\n\n12 CFR 1024.40 ( b ) ( 2 ) ( ii ) All written information the borrower has provided to the servicer, and if applicable, to prior servicers, in connection with a loss mitigation application ; Obviously they were not able to retrieve all information and didnt attempt to make sure they could. And again, it doesnt appear they know how and how to interpret what they are looking at to be of any help. \n\n12 CFR 1024.40 ( b ) ( 4 ) Provide a delinquent borrower with information about the procedures for submitting a notice of error pursuant to 1024.35 or an information request pursuant to 1024.36.\n\nOut of all the people I talked to, out of all the problems I brought up, and the concerns I brought to everyones attention. Never was I informed of these procedures. I would have used them had I known. I did however learn about them through needing to write this dispute. \n\n\nAttached Documents : Document # 1 : XXXX XXXX XXXX Document showing the Date the Modification offer ( the first signing ) must be sent in. \nDocument # 2 : XXXX  receipt for 1st set of XXXX XXXX XXXXXXXX Modification documents being sent. \nDocument # 3 : XXXX XXXXXXXX XXXX Document showing the Date the Modification offer ( the second signing ) must be sent in. \nDocument # 4 : XXXX  receipt for 2nd set of XXXX XXXX XXXX Modification documents being sent. \nDocument # 5 : Finalized Loan Modification paperwork with XXXX XXXX XXXX Document # 6 : Notice of Withdrawal of Modification Document # 7 : Mr. Cooper Modification offer Document # 8 : Escrow Adjustment","date_sent_to_company":"2022-04-01T18:07:29.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"80110","tags":null,"has_narrative":true,"complaint_id":"5395826","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2022-04-01T17:58:06.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This was something I <em>find</em> favorable, I didnt want a lien. ) On XX/XX/XXXX, I received a call from a representative I havent talked to before. This is the first call I have ever received from <em>someone</em> that wasnt due to my initiation. She said she was calling because she heard I had some issues with the loan modification."]},"sort":[8.129452,"5395826"]},{"_index":"complaint-public-v1","_id":"9481238","_score":5.4772606,"_source":{"product":"Mortgage","complaint_what_happened":"Chase Mortgage Breech of Contract Chase representatives went outside of our signed Final Agreement Contract and allegedly approved unverifiable payment extensions that neither my wife or myself requested. Their repeated actions over a three year period caused a shortage in our principal payments with additional interest charges at Maturity of the loan that as per our contract was illegal. As Executor over our loan Chase and its Representatives should have been aware of this even though our contract was initially with XXXX XXXX XX/XX/XXXX Opened Home Equity Loan with XXXX XXXX 240 monthly payments @ {$720.00} for 20 years We set up Auto Draft Payments for the XXXX of every month please see attached contracts XXXX Roughly one year later Chase took over XXXX XXXX and the Loan. \n\nWe never received any additional contact from XXXX XXXX or Chase concerning our loan. Unfortunately neither did we monitor the loan over the 20 year period. \n\nWe were contacted by Chase in XXXX of XXXX stating that they could no longer auto draft our payment for the following reasons in which they gave none. However they attached an additional final payment amount of {$7200.00} ( XXXX ) It was at that point that we realized we were 3 months beyond the Original Contract Maturity Date ( XX/XX/XXXX ) of the loan, thinking we had over paid XXXX and XXXX. \n\nWe contacted Chase to find out what was going on, and to DISPUTE the additional Principal Balance of {$7200.00} We were finally told that we allegedly took three Non-Verifiable Payment Extensions in XXXX XXXX and XXXX. \n\nChase claims that they had a XXXX XXXX XXXX XXXX XXXX XXXX  that they say we allegedly participated in. \n\nMy wife and I have vehemently denied any knowledge of any such program and regardless of that, we had NO NEED TO PARTICIPATE IN ANY SKIP PAYMENT EXTENSION PROGRAM, siting that our payments were Auto Drafted Weve asked for and have been denied any proof or evidence of our participation in the program.\n\nWeve asked for the parameters or any rules or guidelines pertaining to their program as evidence if such a program existed, and they say they dont have anything, ie verbal phone recordings. \n\nChase told us that signatures and documents werent necessary, and nor did they bother to send a confirmation number, or a letter at a later date confirming the alleged extension to their customers, saying only that the program has ended now and they had NOTHING ABOUT THE PROGRAM See attached Chase CFPB response letter. \n\nWeve received multiple Payment History Reports since filing our DISPUTE. The following is a list of Discrepancies that we found. \n\n( see ) First SUSPICIOUS ACTIVITY on Payment History Statement in XXXX XX/XX/XXXX Transaction - Extension UPDT??? This entry is unexplained and SUSPICIOUS However we were unaware of this entry at the time from Chase. Though there was no Extension Applied. Why would this entry be here? \n\nXX/XX/XXXX Payment taken Posted late to account XX/XX/XXXX XX/XX/XXXX Payment Debited {$720.00} XX/XX/XXXX Payment Posted XXXX  15 days later is the first Skip Payment Extension and 15 Day before payment is due??? NO NEED FOR EXTENSION! \n\nXX/XX/XXXX POSTED Transaction EXTENSION XX/XX/XXXX POSTED {$50.00} FEE ASSESSMENT PAYMENT WAS NOT DUE UNTIL XX/XX/XXXX WHY WAS EXTENSION POSTED TO ACCOUNT? \nNo XXXX XX/XX/XXXX payment drafted from the account XX/XX/XXXX Payment Increased to XXXX With the total amount of {$720.00} being applied to INTEREST and Chase pocketing the Additional {$50.00} Overpayment XX/XX/XXXX {$50.00} Fee PMT Throughout the remainder of XXXX there were no other SUSPICIOUS ACTIVITIES until XX/XX/XXXX Debit XX/XX/XXXX Posted ( {$770.00} ) XX/XX/XXXX Debit XXXX XX/XX/XXXX EXTENSION POSTED XX/XX/XXXX FEE ASSESSMENT ( {$50.00} ) XX/XX/XXXX No Loan payment Debited for XXXX XX/XX/XXXX Debit {$770.00} XX/XX/XXXX Posted {$720.00} Applied to Interest {$000.00} applied to Principal {$50.00} Pocketed by XXXX XX/XX/XXXX FEE PMT {$50.00}? No Explanation No MALICIOUS ACTIVITY XX/XX/XXXX {$000.00} Debited EXTENSION POSTED XX/XX/XXXX {$50.00} Fee Assessment XX/XX/XXXX FEE PMT XXXX Debit {$770.00} {$50.00}??? \nXX/XX/XXXX Posted {$720.00} to Interest {$50.00} Pocketed by XXXX XX/XX/XXXX {$50.00} Fee PMT SUSPICIOUS ACTIVITY ON XX/XX/XXXX USER MEMO??? \n\nSUSPICIOUS BECAUSE OF THE DAY THIS WAS ENTERED the XXXX Beyond the above listed SUSPICIOUS ACTIVITIES The payment history stays consistent until XX/XX/XXXX Entry reads RELATION UPDATE Weve been told by Chase that they didnt have an obligation to explain or to provide their banking information to us.. \n( see highlighted attached letter ) action is Illegal and a Breach Of Contract.\n\nWe signed A Final Agreement Contract ( see attached copy ) Basically at no time should anyone at Chase regardless of any program CHANGE OR ALTER ANY PAYMENTS.\n\nThe payments are on AUTO DRAFT.\n\nPer our Contract should we not have the monthly payment to be drafted in our account on the due date there is a {$25.00} late fee After 10 Days. Cheaper than the {$50.00} Assessment Fee from the Skip A Payment program and WOULD NOT ALTER THE INTEREST ON THE LOAN. \n\nChase even has Auto Draft Protection whereby we had no need for the Program theyre claiming we participated in without any proof or evidence. \n\nThe house was initially funded by XXXX XXXX. After 8 years we refinanced with XXXX XXXX. During the 8 year period with XXXXXXXX XXXX we paid on time never late or needing any payment assistance. Our credit rating and pay history was and still is Outstanding In XXXX the year we initially took out the loan with XXXX XXXX we started the Auto Draft Payment Account with the additional {$13000.00} from the loan. \n\nWe did not need nor did we participate in any Skip Payment Program Chase Executive Branch Response In response to the letter from Chase dated XX/XX/XXXX We confirmed your unpaid principal is accurate Beginning with the second paragraph Chase claims to have found the balance is accurate ; as they reference The Promissory Note and interest rates. \n( please see attached letter ) When the payments are calculated according to the contract Notice Of Final Agreement should Chase have followed to the letter of the Law of the signed Agreement where it states in BOLD WRITING that ; IT MAY NOT BE CONTRADICTED BY EVIDENCE OF PROIR CONTEMPORANEOUS, OUR SUBSEQUENT ORAL AGREEMENTS OF THE PARTIES etc etc..\n\nWhen calculated the 240 payments for interest and principal are correct and would have been correct at the end of the loan, if Chase would not have altered the Contract.\n\nThe Final Agreement states that we ( the borrowers ) were not allowed to participate in any programs with Chase or any other entity that would have modified alter or change the loan. \n\nWe ( XXXX and myself ) understood at the time of signing, ( XX/XX/XXXX ) that just like at the time of signing, in XXXX XXXX ) that the contract was Legal and Binding on our behalf and equally binding with XXXX XXXX XXXX as we looked the loan officer in the face when he read it to us and all three parties signed the documents. \n\nHowever it was Chase the Legal Executors of the loan who altered the Final Agreement and ultimately the Promissory Note through their actions. \n\nUpon signatures of all parties the CONTRACT IS FINAL and COULD NOT BE MODIFIED OR ALTERED BY EITHER PARTY. \n\nChase is claiming that we altered the contract 3 years in a row, without any red flags, warnings, notifications or any Documentation what so ever. This was solely of there doing as Executors of the loan. \n\nTo insure that we were doing our part We set the account up on AUTO DRAFT PAYMENTS TO BE DRAFTED ON THE XXXX OF EVERY MONTH FOR 20 YEARS FOR 240 PAYMENTS.\n\nChase is now saying 20 years later that THEY ADMITTEDLY BROKE THAT CONTRACT AGREEMENT THREE TIMES.\n\nWe never asked to for a Payment Extension and ADMITTEDLY THEY SAY THAT THEY HAVE NO EVIDENCE THAT WE DID. \n\nAs Executors of the Loan it would be Chases responsibility to monitor the DETAILS and ANY VARIABLES and DISCREPANCIES TO The LETTER OF THE LAW OF THE CONTRACT and not just as they say willy nilly approve a LOAN EXTENSION WITHOUT VERIFICATION OR DOCUMENTATION. Those actions are ABSURD AND ILLEGAL.\n\nThat action by Chase would only benefit CHASE at the end of the contract, and cause a hardship on the customer.\n\nCHASE ADMITTEDLY SAYS THAT THEY WERE NEGLIGENT BY NOT MAINTAINING NOTES AND DOCUMENTATION TO AN ACTIVE LOAN THAT THEY ARE COLLECTING INTEREST ON THROUGHOUT THE DURATION OF THE LOAN. \n\nBy this action Chase has failed to do what they were being compensated to do through their collection of interest payments in the amount of XXXX That action also by Chase would only benefit CHASE at the end of the contract, and cause a hardship on the customer, where the payment history shows that several times there were no payments made to the Principal. \n\nThe contracts state that our payment isnt late until 10 days after the due date for a late fee of {$25.00}. Chase implies that we would opt to pay twice that amount and alter the interest payments The EXECUTIVE BRANCH RESPONSE also says there was a fee assessment charge for the EXTENSION, and we paid it.\n\nThat statement is totally insulting to us as their customer, for Chase to use that as a defense for their breaching the contract, ignoring the fact that THEY had full control and access of the account via auto draft and THEY TOOK THE ASSESSMENT FEE, when they chose to and never informed us of it.\n\nThe records show that they also TOOK an additional {$50.00} with the next payments. They were able to do that because FUNDING WAS ALWAYS AVAILABLE, in our account, and we were/ are covered by Chases Over Draft Protection Plan since opening the account. We had no need for Payment Extensions Each time that the Extension fee was taken by Chase 15 days after a regular payment of {$720.00} and 15 days before the next payment was due. ( please see payment history ) If Chase had such a program in place, that they ADMITTEDLY HAVE NO EVIDENCE OR PROOF OF as per the Promissory Note They were Not to Manipulate or Alter the Contract to a disadvantage to the borrower, by collecting additional interest payments. \n\nAs Executors of the loan CHASE had three opportunities to rectify the problem, with the first being at the end of the year in XXXX to inform us of the status of the loan. \n\nThe second opportunity would have been when the second Extension was applied to the loan. And the same for the third Extension. \nAs Executors Chase failed to do that. \nIn XXXX the payment history shows Relationship Update. We didnt hear a word from Chase.\n\nWhile Chase cant explain today any details of their Skip Payment Extension Program its obvious that the program was designed to take advantage of unsuspecting trusting borrowers, who were not micro managing their account.\n\nThis may explain the first Extension entry in XXXX of XXXX but no Extension was applied at that time. ( see payment history ) This program could only end up with the Borrower being Upside Down owing more interest and additional payments on the loan. \n\nChases XXXX poor mismanagement of the loan continued into and beyond the final year and month of the loan Maturity Date XX/XX/XXXX by Chase not contacting us in XXXX or XXXX to advise us of the maturing of the loan, but instead payments went 3 months beyond the actual Maturity Date. \n\nAnd then scrambling to cover up their XXXX up, they realized that they had to also change the Maturity Date of the loan. \nThat action is also OUTSIDE OF THE FINAL AGREEMENT CONTRACT. \n\nWe should have been contacted and a meeting arranged to amicably figure out what to do next. But it was obvious through all the correspondence that Chase intentions were and are to bully us and hold our home as their collateral.\n\nAs layman, we are unable to understand that by Chase skipping the 3 payments during those 3 years and charging interest for the 3 years one year at time or consecutively charging interest.\n\nBut remind you, that they also increased the monthly payment each of those 3 times by {$50.00} and still charged a {$50.00} late fee. \n\nWe can only assume that now theyve added 19 years of interest on one payment Extension of {$720.00}.\n\n18 years of interest on the second of {$720.00} And 17 years of interest on the third at the same amount.\n\nChase shows no credit for the {$50.00} overpayments Due to the ALLEGED EXTENSIONS Unknowingly to us CHASE moved the Maturity Date As per the payment history the payment were missed and are owed, but that was all because of Chases MISMANAGEMENT of the account and by ADMITTEDLY BREACHING the four corners of the Two contracts, the Promissory Note as well as the FINAL AGREEMENT.\n\nIn the Response letter the EXECUTIVE ADMITTEDLY ACKNOWLEDGE RESPONSIBILITY FOR APPROVING THE EXTENSIONS HOWEVER CHASE FAILS TO TAKE ANY RESPONSIBILITY.\n\nAs EXECUTORS of our loan, When the Mismanagement of our loan came to the forefront in XXXX Chase and their representatives all the way up to the Executive Branch participated in the cover up and laid the burden of proof on their customer XXXX and XXXX XXXX WHICH WE DISPUTE XXXX XXXX XXXX First and foremost Our Loan Maturity Date as per Signed Contract is XX/XX/XXXX. \nSomeone in your office is attempting to change that date. That is illegal. Our contract has expired. \n\n\nSecondly Why didnt we receive this type of statement from Chase in XXXX of XXXX when the payment was made on XX/XX/XXXX however a {$50.00} FEE ASSESSMENT was applied on XX/XX/XXXX though the payment wasnt due until XX/XX/XXXX of XXXX and then the Illegal Extension was applied for the month of XXXX see attached payment history Thirdly Why didnt we receive this type of statement in the following years of XXXX and XXXX when a Chase Representative applied alleged Illegal extensions to our loan? \n\nAnd, Why didnt we receive this type of statement in XXXX of this year XXXX, 5 months out, before the Signed Maturity Date of the loan? We didnt receive any prior notice to what was going on with our Mortgage Loan until after you changed the Maturity Date without contacting us as you breeched our contract.\n\nThis was simply Chase exhorting their power over your customer and covering up your tracks before we could do anything to respond. \n\nShow me in writing in our contract where you can change the maturity date of our loan? \n\nThe attached payment history shows Chase Representatives Screwed Up Our Loan and now Chase is charging us more than XXXX dollars though Chase has already received {$72000.00} in interest per the contract but choosing to swindle us out of an additional {$6000.00} more!!! \n\nXXXX XXXX The letter above is one of several letters I mailed to Chase Mortgage Lending, disputing their bogus work in managing our loan taken over by them initially with XXXX XXXX. \n\nWe closed our refinance with XXXX XXXX in XXXX of XXXX. We set up the payments to be auto drafted from our checking account. Eventually JP Morgan Chase bought out XXXX XXXX approximately one year later in XXXX. \n\nWe have payment history statements provided by Chase, showing that the auto payments were fine until Chase took over the account. Our payments were scheduled for the XXXX of each month beginning with XX/XX/XXXX and ending XX/XX/XXXX. \n\nHowever, Chase because of 3 alleged payment extensions we supposedly requested by phone, they say without notice they gave us a new maturity date to XXXX of XXXX via a letter they sent to me, stating that they no longer could auto draft payments to our Mortgage Loan account and we would have set up a new auto draft, or we could request a final payment in the amount of plus {$6000.00}, or continue to make monthly payments. \n\nIn writing and over the phone I explained that we didnt receive any notice of the loan reaching maturity in the months preceding the actual XX/XX/XXXX date, that would have prepared us and given us more time to investigate the facts of the situation. \n\nI explained to multiple Chase representatives that since the XXXX letter via phone and fax that we were under a signed contract that could not be modified without consent of both parties and that their claim of our request for unverifiable loan extensions over the phone was bogus and a cover up for XXXX poor accounting on their behalf, and that we demand proof of any such request. \n\nThey responded XX/XX/XXXX, and I quote Any information or document you requested that isnt included with this letter is either irrelevant, unavailable, considered proprietary, overbroad or unduly burdensome. End quote. \n\nThey did not send any evidence of any requests from us ( my wife and I ) asking via telephone, and was approved, any such payment extensions. \n\nThey have refused to explain any of the transactions they made that lead us into being charged an additional {$6000.00} plus dollars only to say that our principal portion wasnt paid off. \n\nI was even told by Chase that These contracts were not designed to come out equally at the end of the loan period, and that the interest portion was basically a guesstimate of the actual amount that will be due. I responded that when you do the math on the principal portion it comes out perfectly as according to the contract. And that it was because of their claims of payment extensions that has caused the problem. \n\nWe explained that our monthly payments were {$720.00} and they were responsible via auto draft to make the payments. However the payment history shows they charged us additional fees of {$50.00} after they applied the extensions to our account, and then applying the total payment to interest. \n\nIn one instance the payment history shows where they actually applied one cent to the principal and taking the balance for the interest Yes one XXXX was applied to our principal!!! \n\nIn one incident they charged late fees of {$50.00}, and the {$50.00} cost fee. We explained that, AS PER OUR CONTRACT we could be charged {$25.00} late fee after 10 days and of course you would think that we would then receive a written notice from Chase of that happening.\n\nI responded and at that point we would have immediately found their errors and alleged extensions. \n\nBut until the XX/XX/XXXX letter in the 19 years Chase has managed our mortgage we never herd or received anything from Chase in reference to our mortgage, only that they would be changing to a new format. \n\nIn the letter at the time we waiting for another response from the office of XXXX XXXX XXXX Executive Director for Chase. \n\nAnd In order to prevent Chase from destroying our credit report we have continued making the additional monthly illegal payments. \n\nSince sending this complaint in early XX/XX/XXXX to the CFPB, we have heard from the Chase Executive Office, and they still deny any responsibilities claiming that while they cant find any records because of the dates involved of our requesting alleged payment extensions, they say neither can we prove we didnt. \n\nI told them that our binding Final Agreement Contract along with our Homestead Contract prevented us from changing or modifying the loan for the term of 240 months 20 years.\n\nI told them that while Im more than one hundred percent sure we didnt participate in their alleged extension program at any time and that our credit rating, checking and savings accounts that they also maintain were proof that would suggest that we didnt have a need for a payment extension. My wife and I have always been employed and the {$720.00} monthly payment has never been overburden-sum to us or our checking account. Weve always maintained savings and checking account jointly at Chase and also individually in two different credit unions the entire time of the loan that we can verify.\n\nHowever should any competent Chase Representative having received a call pertaining to our loan account should have said something like unfortunately XXXX XXXX your loan contract prevents you from participating in our extension program by modifying your loan agreement, but as per your contract youre able have a 10 day late charge of {$25.00} if youre in such need of an extension, and you can pay it before your next monthly payment is due. \n\nDuring my last phone conversation with the second of 2 Executive Officers that Ive spoken with at Chase, Chase refuses to accept any responsibility whatsoever. He said that the first E/O determined that ( paraphrased ) Because we waited too long to file our Dispute, and neither side has any proof, that he would side with Chase rather than the Customer and therefore our dispute is denied. \n\nI requested to at least being provided with the details of their Now debunked Call Up Youre Approved Payment Extension Program, and I was told by the E/O that they cant and are unable to provide us with the details of that program since it has been shut down. I responded thats just another reason why I should have won my Dispute. For your inability to provide evidence that there was any such program. \n\nIve also asked for, but theyve also refused to provide us with a complete calculations of how they determined the alleged delinquent interest and penalties,. They respond with, would I like a copy of the payment history. \n\nNeither my wife or I are XXXX, and dont know how to calculate the applied interest portion of our loan on the payment history, as they continue to collect additional interest payments and fees as weve just made the seventh payment past our original Maturity Date. \n\nChase stole our joy and excitement of 2 people coming together in marriage and buying a home to raise our children and watch them leave the nest and hubby and wifey pay off the 30 year mortgage and live happily ever after. \n\nTheyve Stolen That From Us! Through their schemes and misappropriation of our trust and finances to ultimately line their coffers because we gave XXXX XXXX approval for Auto Draft and Chase took advantage of that! \n\nThank you XXXX XXXX XXXX","date_sent_to_company":"2024-07-11T21:18:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75040","tags":null,"has_narrative":true,"complaint_id":"9481238","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-07-11T20:19:00.000Z","state":"TX","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["<em>Someone</em> in your office is <em>attempting</em> to change that date. That is illegal. Our contract has expired."]},"sort":[5.4772606,"9481238"]},{"_index":"complaint-public-v1","_id":"6877902","_score":5.26684,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"1. We were charged for a hotel booking in XXXX, Florida on XXXX XXXX XXXX and contested the charge on XX/XX/XXXX. \n2. After Capital One inexplicably allowed the charge to go through, and after multiple calls with Capital One customer service representatives, in accordance with Capital One 's policies we sent the requested statement and supporting documents to the fax number Capital One provided on XX/XX/XXXXXXXX XXXX XXXX \n3. Capital One then sat on the complaint for two months ostensibly while \" investigating ''.\n\n4. After my husband called them on XX/XX/XXXX, they immediately sent out a form rejection letter asserting we had not sent the requested information. \n5. When my husband called to ask how they could make that statement they agreed to reopen the investigation on XX/XX/XXXX and had my husband resend the documentation previously sent on XX/XX/XXXXXXXX \n6. Shortly after my husband sent the documents, we received a second form letter rejecting our claim on the grounds that we had not filed the claim with Capital One within 60 days -- a blatant and easily disproved statement. \n\nBelow is a cut paste of the Capital One letter from XX/XX/XXXX in which they acknowledge we have immediately contested the charge : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX on XX/XX/XXXX for {$2900.00}. \n\nWe credited your account for {$2900.00}, the amount you are disputing. If you were charged any fees or interest related to that amount, we also credited your account for those. In addition, if we reported anything to the credit bureaus about this transaction, we sent them updated information. \n\nWe've asked the merchant to respond to your claim. If they provide a response, we will review it. We'll let you know if we need you to provide additional information to resolve your claim, and while we wait for your response, the charges will be placed back on your account. Please keep all documentation on hand for at least 90 days. Unless we hear back from the merchant, we consider your case closed. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX. to XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center Thereafter, on XX/XX/XXXX, Capital One ruled that the reservation was ours, reinstated the charge, but invited us to contest further. That letter is cut and pasted below : XX/XX/XXXX Case Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWhen you contacted us about this, we credited your account for {$2900.00} the amount you are disputing. Since then, the merchant provided the following information to support the transaction : Confirmation showing no cancellation per policy was received So for now, we are reapplying the charge to your account, and it will appear on your next one to two billing statements. At this time, we consider your case closed. \n\nIf you still want to continue with this dispute, please send us a signed and dated letter that includes your case number, the merchant 's name, the date of the transaction, and the disputed amount by XXXX. Please also provide the following information in your letter : Your response to the documentation sent in by the merchant, as well as : A copy of your sales invoice or purchase agreement and the date and proof of cancellation and / or return. The cancellation / return policy of the merchant, if available, and whether you were advised of the policy at the time of the sale. A description of how you tried to resolve the dispute with the merchant. A refund voucher from the merchant. \n\nPlease fax the requested information to XXXX, and allow 10 business days for us to respond. If you're unable to respond by fax, please send us the requested information to XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX, and allow 15 business days for us to respond. \n\nIf you have any questions, please give us a call at XXXX. We're available from XXXX XXXX  to XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX On XX/XX/XXXX I was on an hour and half long call with a Capital One representative and a representative from XXXX. During that call, it was established that the reservation had not been made through my XXXX account, that the email associated with the reservation was not the email associated with my account, and that it was likely a phantom or fraudulent booking. The Capital One representative informed us that the call was being taped and assigned the XXXX XXXX. XXXX to the matter. The XXXX representative promised to resolve the issue within 48 hours, but thereafter, XXXX ignored all additional attempts to contact them. We were then told by the Capital One representative to submit a letter stating the results of the call and attaching the documents that established the reservation did not come from my XXXX account and demonstrating the spoof email ( XXXX ). \nThe email that linked to the portal is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form Any additional information related to your dispute You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\nImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, XXXX. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX Thereafter, we attempted to submit a letter and supporting documents into the portal. The portal did not apparently work and we received an email from Capital One the next day informing us that we had not submitted the documents requested and that they were going to close the investigation. After we called to follow up on this message, the Capital One representative re-opened the investigation and advised us to fax the document to their attention : A copy of the email reopening the portal and investigation on XXXX XXXX XXXX is cut and pasted below : Re : XXXX XXXX XXXX, To finish processing your recent request, we need some supporting documents : Additional Information Form You can upload and submit your documents by using our secure link. Dont reply to this email. \n\nYoull need digital copies of your documents on your computer or device before you can submit them to us. If you have paper documents, you can scan them or take pictures and save them to your computer or device. \n\nThis link will be valid for 14 days. After that, you can contact us if you need assistance at XXXX, anytime, 7 days a week. \n\nPlease submit these documents as soon as you can, since we cant continue working on your request without them. \n\nThanks for choosing Capital One. \nSubmit Your Documents About this message The site may be unavailable during normal maintenance or due to unforeseen circumstances. \n\ngImportant information from Capital One Contact us | Privacy | Help prevent fraud To ensure delivery, add XXXX to your address book. \n\nThis email was sent to XXXX and contains information directly related to your account with us, other services to which you have subscribed, and/or any application you may have submitted. \n\nCapital One does not provide, endorse or guarantee any third-party product, service, information or recommendation listed above. The third parties listed are not affiliated with Capital One and are solely responsible for their products and services. All trademarks are the property of their respective owners. \n\nPlease do not reply to this message, as this email inbox is not monitored. To contact us, visit XXXX. \n\nProducts and services are offered by Capital One, N.A. \n\nXXXX Capital One. Capital One is a federally registered service mark. \n\nXXXX XXXX XXXX In accordance with these instructions we then faxed the document and exhibits to the number provided by Capital One. Included is the confirmation sheet showing the fax went through : Case Number XXXX On XX/XX/XXXX, XXXX XXXX XXXX and a Capital One representative spoke at length with a XXXX representative. This call established the following : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. I have downloaded a screen grab to the Capital One site provided by your representative that demonstrates this fact. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nIt can no longer be disputed that XXXX XXXX did not book the reservation for which XXXX is attempting to charge her. The only question now is whether XXXX engaged in willful fraud or charged her for this booking through gross negligence and errors in their system. \nAt the end of the call yesterday with XXXX, the XXXX representative stated they would work quickly to correct the situation, at present we have heard nothing further from XXXX. \n\nI have submitted a screen shot of XXXX XXXX account profile/history into your download system and refer to the dispute letter Capital One emailed to me on XX/XX/XXXX that proves all of the above-asserted facts. Your prompt attention to this matter is appreciated. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX The Exhibits that were faxed with this correspondence are below. The receipt page is the last of the attached exhibits : After making this submission and being informed by a Capital One representative that the portal would be held open and the investigation would not likely begin until a couple of weeks after the documents were faxed on XX/XX/XXXX, we made an additional submission providing Capital One on XX/XX/XXXX with additional information -- specifically, that the hotel where the reservation was made had confirmed to us that they had only charged for the first day of the reservation which meant that XXXX had pocketed the balance. That correspondence, submitted into the Capital One Portal on XX/XX/XXXX is pasted below : Case Number XXXX Further to our previous submission, faxed to and received by Capital One on XX/XX/XXXX, and pursuant to subsequent conversations with various Capital One representatives from the XXXX Department, we submit this brief in further support of our dispute with XXXX. \n\nThe crux of this dispute is as follows : In XXXX of XXXX, XXXX XXXX XXXX booked a hotel room at the XXXX House on XXXX XXXX in XXXX, Florida for the dates of XX/XX/XXXX through XX/XX/XXXX. She subsequently cancelled that reservation a few days later and received confirmation of the same. Thereafter, either through fraud or an error in the XXXX system, another reservation was made under the name of cardholder XXXX XXXX for another hotel, the XXXX on XXXX in XXXX, Florida. However, the reservation was made under a different profile and utilized a different email address than the reservation made by XXXX XXXX at the XXXX House. As a result, XXXX XXXX never received notice that a reservation had been made and the reservation at the Inn on XXXX never appeared in XXXX XXXX XXXX  profile and she never received notice that such a reservation had been made in her name. \nThereafter, in or around XX/XX/XXXX, XXXX XXXX was contacted by CapitalOne about a charge made by XXXX in the amount of XXXX for a hotel reservation in XXXX. Unaware of the fraudulent reservation made in her name, but not under her profile, XXXX XXXX assumed it was for the XXXX House reservation and disputed the charge. \nOn or around XX/XX/XXXX, cardholder XXXX XXXX received an email from Capital One stating that XXXX had demonstrated a valid charge and that Capital One was reinstating this fraudulent charge against the XXXX. At the same time, the XXXX became aware of a second fraudulent charge from XXXX made on XX/XX/XXXX in the amount of {$130.00}. \nOn XX/XX/XXXX, XXXX XXXX XXXX called Capital One and spoke to a Capital One representative from the XXXX Department. After going over the situation with the Capital One representative and discovering the fraudulent charge made by XXXX for the reservation at the Inn of XXXX, XXXX XXXX and the Capital One representative called and spoke at length with a XXXX representative. According to the Capital One representative, the call which took place around XXXX XXXX and lasted over an hour, the call was recorded and the recording is inn the possession of Capital One. The call established the following facts which are not in dispute : The hotel registration in dispute appears nowhere in XXXX XXXX booking history or profile on XXXX. A downloaded screen grab of XXXX Rittingers XXXX profile that demonstrates this fact has been downloaded to the Capital One site provided by your representative. In addition, the booking reference number and pin for that booking do not appear in her booking history/profile. \nThe documents that XXXX provided to Capital One in response to our initial dispute prove that the reservation at issue was booked under an email ( XXXX ) that does not belong to XXXX XXXX and is not associated with her account at XXXX Accordingly, either someone other than XXXX XXXX created a nearly identical account and booked the hotel and XXXX is now illegally and fraudulently attempted to charge this to XXXX XXXX account or XXXX had a systems failure and somehow created another account for XXXX XXXX with a different email address and then booked a hotel in the same city ( XXXX, Florida ) where XXXX XXXX had initially booked a different hotel and subsequently cancelled. XXXX does not dispute that the one reservation associated with XXXX XXXX account was successfully and correctly cancelled. \nWhen confronted with this avalanche of evidence demonstrating the fraudulent nature of this charge, the XXXX representative, on this call recorded by Capital One, promised that XXXX would get back to the cardholders within 48 hours and would rectify the situation. To date, the XXXX have not received the promised response. \n5. Thereafter, the Rittingers contacted the Inn at 5th to gather more background on the fraudulent charge. During a call with an Inn manager the XXXX learned that the Inn had only charged the XXXX card for the first night of the fraudulent reservation and were shocked that XXXX had tried to enrich itself by charging the full reservation amount. Accordingly, even if the reservation had been legitimatewhich it clearly was not XXXX should only have charged the Rittingers the sum of around {$750.00}. Further evidence that booking.com was engaged in deliberate fraud against the Rittingers. \n\nBased on the undisputed factual narrative set forth above, coupled with ( a ) the screen grab of XXXX XXXX XXXX profile and ( b ) the documents submitted to Capital One by XXXX ( which Capital One forwarded to XXXX XXXX in the two pieces of correspondence it sent to him and is already in Capital Ones possession ), along with ( c ) the recording of the conversation between XXXX XXXX, the Capital One representative from the XXXX Department, and the representative from XXXX, it is clear that the two charges XXXX made against the Rittingers were at best made in error and at worst were fraudulent in nature. As such, Capital One should reverse the charge in the amount of XXXX originally made on XX/XX/XXXX, and the charge for {$130.00} made on XX/XX/XXXX for a total amount of {$3000.00}. \n\nSincerely, XXXX XXXX XXXX Virginia XXXX XXXX. XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received the following form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX XXXX 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nAt that time we began an investigation into your dispute and requested information from you. While we have received your response to this request, it lacks all of the previously requested information needed to validate your dispute. Unfortunately, based on the information we have, we are unable to assist with your claim. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX XX/XX/XXXX Case Number : XXXX XXXX Capital One. Capital One is a federally registered service mark. XXXX : XXXX : XXXX : XXXX : XXXX XXXX After making this submission, we waited. As the Capital One representative had informed us that they wouldn't likely begin to review the submitted documents until the end of XXXX and the investigation could take four to six weeks, we waited patiently for a response. Having not received a response by XX/XX/XXXX, we contacted Capital One and spoke with a customer service representative. The representative was completely clueless and informed us that the claim was denied pursuant to the terms of an international agreement that she could neither cite nor provide a copy of said agreement. Shortly after the call we received a form letter which stated we had not provided Capital One with any of the documents they had requested -- an obvious and blatant lie. \nAs this excuse for denying the claim was clearly false, we called Capital One Customer Service shortly after receiving it, informed them that the statement in the letter was incorrect on it's face and that we were considering our legal options but that we would prefer to reach an amicable settlement. A few hours later, we were called by a Capital One representative who identified himself as XXXX with ID # XXXX. He asked that we provide him a copy of the reservation that we had made with a different hotel in XXXX, FL ( not the one we were charged for ) and the email indicating that we had cancelled that particular reservation. We sent him the correspondence. \nWe sent the following correspondence : Date : XXXX XXXX From : XXXX XXXX To : XXXX ( ID # XXXX ) Case Number : XXXX XXXX : Per our telephone call today and per your request, in addition to this note I am submitting the following requested documents into the portal : A Screen Shot of the original XXXX reservation at the XXXX XXXX in XXXX, Florida from my wifes account page. \n\nA screen shot of my wifes XXXX account page noting that the reservation at the XXXX XXXX was cancelled. \n\nA PDF in two parts of an email dated XX/XX/XXXX, to my wife from XXXX confirming the reservation at the XXXX XXXX was cancelled. \n\nPlease let me know if you need any other documents. \n\nSincerely, XXXX XXXX We attached the XXXX exhibits as requested pasted below : -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXXXXXX XXXX XXXX XXXX Date : Fri, XX/XX/XXXX at XXXX PM Subject : Booking canceled for XXXX House XXXX XXXX XXXX XXXX XXXX XXXX Your booking has been canceled free of charge. \n\nDear XXXX XXXX, Your reservation at XXXXXXXX XXXX XXXX XXXX XXXX is now canceled. You dont need to do anything else, but if you have questions for the property, feel free to contact them at XXXX XXXX. The property is responsible for payment and will handle any refunds ( if applicable ) automatically. \n\nXXXX XXXX XXXX XXXX House XXXX XXXX XXXX XXXX XXXX XXXX South, XXXX, FL XXXX, United States of America XXXX : XXXX XXXX Email property You booked for Check-in Check-out CANCELED XXXX XXXX adults Thursday, XX/XX/XXXX Monday, XX/XX/XXXX Check-in Check-out Booking number PIN Code Thursday, XX/XX/XXXX Monday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Free Cancellation XXXX {$0.00} You might have already XXXX charged for all or part of your stay by XXXX XXXX XXXXXXXX XXXX XXXX this is XXXX XXXX XXXX \nYou should receive your money back shortly, but you can also contact the property for more info : XXXX House XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX Reply You might still receive notifications about this booking while our system is updating, but your booking is definitely canceled. \n\nXXXX Having now sent every exhibit Capital One had requested of us going back to the time we had first contested the charge, we expected a quick resolution in our favor. Instead, we received the following correspondence stating -- incredibly -- that we had not filed the claim within 60 days of the charge being made. That letter is pasted below : XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX Dear XXXX XXXX XXXX XXXX Here 's an update on your dispute with XXXX XXXX billed on XX/XX/XXXX for {$2900.00}. \n\nWe have a limited amount of time to reverse a charge on our customer 's accounts. Unfortunately, that timeframe has expired for this particular charge. If you want to dispute a charge in the future, please let us know within 60 days of receiving the statement that shows the disputed charge. \n\nIf you still want to dispute the charge, please contact the merchant and work directly with them. At this time, we consider your case closed. We apologize for any inconvenience. If you have questions, please give us a call at XXXX. We're available from XXXX XXXX XXXX XXXX XXXX. XXXX, seven days a week. \n\nSincerely, Capital One Transaction Support Center We are fairly certain that based on the false statements made in the XX/XX/XXXX and XX/XX/XXXX letters from Capital One that we could prevail if we elect to sue them in the XXXX XXXX Virginia Small Claims Court, but would prefer to resolve this without going down the litigation route, The problem is that Capital One makes it impossible to get in touch with a human being with the capacity and authority to discuss this matter. The customer service reps simply repeat a script over and over again and it is exceedingly difficult to reach a manager with any authority. Based on the factual narrative and the amount of documentation we have and the tapes we could obtain with a discovery demand from Capital One after filing a lawsuit, I would think Capital One would want to settle before having to pay lawyers to defend. The problem is that we can't find anyone at Capital One to have that discussion. Any assistance you can provide in that regard would be greatly appreciated. \n\nSincerely, XXXX and XXXX XXXX","date_sent_to_company":"2023-04-24T02:44:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22207","tags":null,"has_narrative":true,"complaint_id":"6877902","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-04-24T02:13:38.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The problem is that we can't <em>find</em> anyone at Capital One to have that discussion. Any assistance you can provide in that regard would be greatly appreciated. \n\nSincerely, XXXX and XXXX XXXX"]},"sort":[5.26684,"6877902"]},{"_index":"complaint-public-v1","_id":"5027816","_score":4.4274993,"_source":{"product":"Debt collection","complaint_what_happened":"( Co n't ) This is another proof they ( XXXX XXXX Apartments ) took advantage of our vulnerabilities and therefore can not garnish XXXX income. This is a predatory and frivolous claim. Based on this and the previous email, being head of household regarding this claim and as the sole financial income of our household we are requesting your agency to dismiss this claim. Also as you will see in the attached benefits statement letter ( which XXXX was aware of and we gave them a copy of a then current letter upon signing a lease ) is our current address in XXXX, MI. We have done nothing wrong and do not have anything to hide. \n\n\nRegards, XXXX XXXX XXXX or email -- -- -- -- Original message -- -- -- -- From : XXXX XXXX Date : XX/XX/XXXX XXXX XXXX ( XXXX ) To : \" National Credit Systems : XXXX '' XXXX Cc : XXXX Subject : RE : Account ID : XXXX Debt Investigated E-Mail To Whom it May Concern, We are disputing this claim based on predatory renting/leasing practices. 4 attachments ( XXXX XXXX XXXX  lease and termination of lease, 3 pgs XXXX Police Department incident report and forwarded statement/complaint to the XXXX XXXX XXXX XXXX ) XXXX We also contacted other Discrimination/Fair Housing agencies after leaving XXXX in XXXX. There were only a few of such agencies who told us via phone \" they were not the right agency, to call such and such agency '' which we did and emailed ( forwarded ) with no response despite them having/us giving them our then current cell phone number and email. With this being said we believe XXXX ( XXXX XXXX XXXX XXXX broke/violated their own lease in accordance with THEIR lease/policy ( attached ) 3. Apartment Lease Agreement 3.7 Crime Free Policy which mentions Drug and Gang activity ( reflect to XXXX PD incident report attached ). If whomever read our forwarded statement/complaint to the XXXX XXXX XXXX XXXX 1 . We were/are not from Arizona. 2. We were not aware of the environment/activity and signed a lease before we were showed the apartment. 3. We utilized the coordinated entry program through the XXXX XXXX ( qualifying under homeless and high risk vulnerability ). \n\n\nWe told a Housing Specialist \" XXXX '' we were seeking safety and security. XXXX in return told us \" that XXXX was a nice place and welcoming community ''. Also XXXX from XXXX and XXXX told us they worked together. We were approved the same day we applied for XXXX and were told we could move in the next day with a letter to pay from XXXX. XXXX advertised themselves and they told us \" they were a second chance rental '' which we believe is predatory as they would let anyone live/move in there with no background check or anything. AFTER signing a lease and upon moving into XXXX Village Apartments a leasing agent XXXX XXXX told us directly \" when you have any issues DO NOT call the police, call our security '' which come to find out they ( XXXX ) never had any security in the first place. We moved into XXXX XXXX Apartments XX/XX/XXXX and THEY released us from our lease very readily in XX/XX/XXXX. When we left the apartment and called the police XX/XX/XXXX a police Sgt told us \" I do not think you were made aware of where you moved to being as it is the most dangerous neighborhood in XXXX and if you were my family I would tell to leave immediately ''. The following/next day we asked XXXX XXXX if they would release us from our lease ( which THEY agreed ) and had police escorts meet us at the complex/apartment so, we could retrieve our personal belongings. This was a studio apartment and XXXX XXXX is also trying to charge us {$500.00} for furniture and trash removal. After we left Arizona XXXX told us over the phone \" they were not required to inform us of the gangs and drugs ''. A biracial girl that works in the front office at XXXX told us \" corporate was aware of the holes in the perimeter fencing, drug activity and they were waiting to hear back ''. \n\n\nRegards, XXXX XXXX -- -- -- -- Original message -- -- -- -- From : XXXX XXXX Date : XX/XX/XXXX XXXX AM ( XXXX ) To : XXXX Subject : XXXX : Re : [ XXXX ] Re : Fair Housing Complaint Sent from my XXXX -- -- -- -- Original message -- -- -- -- From : XXXX XXXX XXXXXXXX Date XXXX XX/XX/XXXX XXXX PM ( XXXX ) To : XXXX XXXX Cc : XXXX XXXX XXXX Subject XXXX XXXX XXXX [ XXXX ] Re : Fair Housing Complaint To : XXXX & XXXX XXXX XXXX : Fair Housing Complaint XXXX XXXX XXXX XXXX of XX/XX/XXXX with attachment as well as your follow-up email this morning with police report attachments. We have attempted to contact you and left messages both times providing the contact information for the XXXX XXXX XXXX XXXX who are better suited to address your concerns. Information can be found here : http : //swfhc.com/enforcement Enforcement XXXX XXXX XXXX XXXX XXXX offers full service fair housing services assisting clients with allegations of illegal housing discrimination by providing investigative assistance, counseling, mitigation of complaints, and referrals to resources across Arizona. \n\nswfhc.com If you are unable to access the website information, please call them at ( XXXX ) XXXX for assistance. \n\n\nXXXX has closed this complaint. \n\n\nSincerely, XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX Confidentiality Notice : This e-mail and any attachments are intended only for the use of those to whom it is addressed and may contain information that is confidential and prohibited from further disclosure under law. If you have received this e-mail in error, its review, use, retention and/or distribution is strictly prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message and any attachments. \n\n\n\nFrom : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Cc : XXXX XXXX Subject : [ XXXX ] Re : Fair Housing Complaint To Whom it May Concern, Here is attached police report from XX/XX/XXXX to add to the complaint we filed XX/XX/XXXX in this reply. We also want to note in the lease with XXXX XXXX Apartments it states no gang members, affiliation and/or activity which we feel is another reason we were targeted/harassed. XXXX XXXX has yet to contact us about this matter and it has been over a month. \n\n\nRegards, XXXX XXXX XXXX Previous Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX -- -- -- -- Original message -- -- -- -- From : XXXX XXXX Date : XX/XX/XXXX XXXX XXXX  ( XXXX ) To : XXXX Cc : XXXX XXXX Subject : Fair Housing Complaint To Whom it May Concern, My wife and I are an XXXX couple ( XXXX  ). We are from the Midwest and moved into XXXX XXXXXXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX owned and operated by XXXX XXXX XX/XX/XXXX. We were not showed the apartment until after we signed a year lease. Upon moving in we were told by management a ( XXXX XXXX ) not to call the police, that they have their own security ( which turned out to be false ). We were not told about the drug problems or the neighborhood. \n\n\nOur second night living at XXXX XXXX the downstairs neighbor directly under us was drinking, played loud rap music outside and made indirect gang insinuations towards XXXX. Every time XXXX went out the door to smoke or we left together the downstairs neighbors ( a XXXX man and XXXX female ) came out their door as if listening to us. The downstairs would come out and stare at us and speak to each other in a elevated tones, which we felt was very intrusive. A maintenance man did the same thing, yelling across the courtyard talking to someone else when he seen us outside. A family member who visited the next door neighbors behaved the same way. \n\n\nOne day a young XXXX man was in front of the downstairs neighbor apartment pacing and when we were going into our apartment looked up and gave us a nasty look. Later that day we had our puppy out to potty and this same individual followed and walked past us, fist clinched, walking directly towards XXXX as if he was going to physically accost him. After this the XXXX male downstairs would engage with/say something to us ( as if being cordial ) every time he seen us. \n\n\nOne night we had our puppy out and saw the male downstairs neighbor come from another apartment belligerent drunk, as we were going into our apartment looked up at us and said in slurred speech \" XXXX my XXXX ''. A young XXXX female from the same apartment the downstairs neighbor came from drunk that night on another occasion walked past us when we had our puppy out with a nasty look on her face, walked very close to us to the point we had to move out of her way and she did not say excuse me. The final act towards us was XX/XX/XXXX when XXXX noticed a young XXXX male standing outside of our window smoking ( who we assumed was this same young XXXX female 's brother ). We feel all of these different people/groups were interconnected, targeting and trying to intimidate us motivated by us being a XXXX and XXXX XXXX couple. \n\n\nThat evening we left our apartment immediately. We drove to a nearby truck stop, tried contacting XXXX 's \" security '' by phone and were told by a maintenance man they did not have security. We called and left messages with management, then we called the XXXX police department. In this conversation with the police officer he told us \" they do not respond to these type of calls, it doesn't sound like we were told, but where we lived was the worst and most dangerous neighborhood in the city of XXXX and he would advise his own family to leave there immediately ''. We slept in our vehicle at the truck stop that night because we felt unsafe to go back to our apartment. \n\n\nThe next morning XX/XX/XXXX we called for a police escort ( which they did provide ) so we could get our personal belongings as we decided we were leaving the state all together. We simultaneously called XXXX XXXX apartments management to see if they would break our lease ( which they also agreed to/did that same day and we will attach a copy of in this email ). Upon us signing the early termination XXXX XXXX management told us we were responsible for providing copies of the police report to them. XXXX is trying to charge us {$1400.00} to break the lease and an additional {$550.00} furniture disposal, which would put us in an even more financial strain on top of the Pandemic, which was the reason we lived there in the first place. We called XXXX management told them this, they were trying to criminalize us, \" told us they did not have to disclose anything us, the call was being recorded, they will see us in court '' and told us not to call back because we were upset and swearing. We also called the XXXX corporate office and left multiple messages to no avail or response. As we told XXXX XXXX apartments management and XXXX  corporate we have every intention on contesting the fees they are trying to charge us for early lease termination and/or civil action because we feel they took advantage of our situation, us not being from XXXX and we are an XXXX couple. \n\n\nP.S.- Upon request we can get copy of police reports from XX/XX/XXXX and XX/XX/XXXX. \n\n\nTo add : During our stay at XXXX XXXXXXXX XXXX from XX/XX/XXXX through XX/XX/XXXX management cut the water off nearly everyday. \n\n\nRegards, XXXX XXXX XXXX","date_sent_to_company":"2021-12-21T05:36:34.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"I do not know","zip_code":"48906","tags":null,"has_narrative":true,"complaint_id":"5027816","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"National Credit Systems,Inc.","date_received":"2021-12-21T00:11:03.000Z","state":"MI","company_public_response":null,"sub_issue":"Threatened or suggested your credit would be damaged"},"highlight":{"complaint_what_happened":["We have <em>attempted</em> to contact you and left messages both times providing the contact information for the XXXX XXXX XXXX XXXX who are better suited to address your concerns."]},"sort":[4.4274993,"5027816"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":8,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":8}]}},"product":{"doc_count":8,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit card or prepaid 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