{"took":264,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":17,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"19539427","_score":18.353573,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"I am submitting this complaint regarding First Citizens Bank & Trust Company for serious loan servicing errors involving repeated internal payment reversals, improper late fees, inaccurate delinquency coding, inflated payment amounts, and threatened credit reporting. The alleged delinquency on this account arose from the banks internal servicing and posting practices, not from borrower nonpayment. \n\nI obtained a retail installment loan in XX/XX/XXXX in the principal amount of {$25000.00} at a fixed interest rate of 13.250 %. From loan inception through XX/XX/XXXX, payments were made timely and processed correctly. In XX/XX/XXXX, I made an additional payment that the bank accepted and applied without issue. The account was current at that time. \nBeginning XX/XX/XXXX, XXXX XXXX initiated a pattern of accepting and posting payments, assessing interest, and then reversing those payments internally without explanation. \nOn XX/XX/XXXX, a scheduled payment of {$840.00} was posted and interest of {$410.00} was assessed. The payment was subsequently reversed internally. The account was not re-aged after subsequent payment activity, and a late fee of {$25.00} was assessed on XX/XX/XXXX. \nOn XX/XX/XXXX, the loan ledger reflects duplicate and conflicting postings, including a payment of {$870.00} that was reversed, a separate payment of {$750.00}, and duplicate interest charges on the same date. A late fee of {$30.00} was assessed on XX/XX/XXXX. \nOn XX/XX/XXXX, a payment of {$870.00} was again posted and reversed internally. Additional payments of {$480.00} on XX/XX/XXXX and {$640.00} on XX/XX/XXXX were received and applied, yet the account was still not re-aged. A late fee of {$16.00} was assessed on XX/XX/XXXX. \nIn XX/XX/XXXX, despite continued payment activity and no clean missed installment, an additional late fee of {$42.00} was assessed, further compounding an already inaccurate delinquency balance. \nAt no time were payments returned for insufficient funds, nor does the loan transaction history reflect returned ACH items or reversal reason codes attributable to borrower error. Payments were manually initiated and funds were available. The delinquency status resulted from internal servicing reversals and failure to properly re-age the account, not from a missed contractual installment. \nAs of XX/XX/XXXX, the XXXX XXXX online portal reflects inconsistent and inflated account data derived from the same servicing errors : Payoff Loan Balance : {$21000.00} Credit Limit : {$25000.00} Interest Rate : 13.250 % Next Payment Date : XX/XX/XXXX Next Payment Amount : {$1700.00} The original contractual monthly installment on this loan was {$840.00}. The current Next Payment Amount of {$1700.00} is nearly double the agreed installment and reflects the roll-forward of reversal-driven balances, improperly assessed late fees, and failure to re-age the account rather than any legitimate recalculation based on borrower performance. \nThe most recent statement due XX/XX/XXXX reflects a past-due status and includes language threatening credit bureau reporting . The alleged delinquency does not reflect a missed contractual installment but instead reflects internal payment reversals and servicing errors. Any negative credit reporting under these circumstances would be inaccurate.\n\nI submitted a formal written dispute to XXXX XXXX through their secure portal requesting payment research, manual re-aging of the account, reversal of improper late fees, correction of balances, and suppression of credit reporting during the dispute. The bank has not corrected the account. \nAttachments Provided Loan account transaction history showing posted payments, reversals, interest charges, and late fees ( including XX/XX/XXXX ) Deposit account transaction history demonstrating payments leaving my checking account XX/XX/XXXX loan statement reflecting the disputed past-due status and credit reporting notice Screenshot ( s ) of the current First Citizens portal reflecting payoff balance and next payment amount Requested Resolution Conduct full payment research for reversed and misapplied payments ( including XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) and disclose reversal reason codes. \nManually re-age the loan account to reflect its correct status based on payments made and accepted. \nReverse all late fees assessed due to servicing errors ( XX/XX/XXXX through XX/XX/XXXX ). \nCorrect the account balance, payoff amount, and next payment amount to reflect accurate accounting. \nSuppress any negative credit reporting during this dispute and correct or delete any inaccurate reporting already furnished. \nProvide written confirmation of corrective action. \nThis complaint concerns the furnishing and maintenance of inaccurate account information, improper handling of payment disputes, and servicing practices that do not reflect actual borrower performance. I respectfully request CFPB review and intervention to ensure compliance with federal consumer financial protection standards.","date_sent_to_company":"2026-02-18T18:11:46.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"30328","tags":null,"has_narrative":true,"complaint_id":"19539427","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST CITIZENS BANCSHARES, INC.","date_received":"2026-02-16T21:11:09.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The alleged delinquency does not reflect a missed contractual installment but instead reflects internal payment <em>reversals</em> and servicing <em>errors</em>. Any negative credit reporting under these circumstances would be inaccurate.\n\nI submitted a formal written dispute to XXXX XXXX <em>through</em> their secure portal requesting payment research, manual re-aging of the account, <em>reversal</em> of improper late fees, correction of balances, and suppression of credit reporting during the dispute."]},"sort":[18.353573,"19539427"]},{"_index":"complaint-public-v1","_id":"20777801","_score":17.885717,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint against CMG Financial and its subservicer XXXX XXXX regarding the improper handling of a principal-only curtailment payment submitted on XX/XX/year>, in connection with my VA-guaranteed mortgage XXXX, FACTS On XX/XX/year>, I submitted a principal-only curtailment of {$3000.00} through the XXXX XXXX borrower portal. The payment posted with an effective date of XX/XX/year>, as confirmed by my transaction history. \n\nOn XX/XX/year>, XXXX reversed the payment, coding it as Misapplied Funds, and placed the {$3000.00} along with {$310.00} in escrow funds into a suspense account, resulting in a total suspense balance of {$3300.00}. No explanation for the reversal was provided to me in writing at that time. \n\nThe {$3000.00} principal curtailment sat in the suspense account from XX/XX/XXXX through XX/XX/year>, a period of XXXX days. During this entire period, my principal balance remained {$3000.00} higher than it should have been, and interest continued to accrue on that inflated balance. \n\nOn XX/XX/year>, XXXX reapplied the curtailment. However, rather than restoring the original effective date of XX/XX/year>, XXXX assigned an effective date of XX/XX/year>. This means I received no principal reduction credit for the period from XX/XX/XXXX through XX/XX/XXXX, and I received no credit for the XXXX  days the payment sat in suspense. In total, the correct effective date was denied for XXXX days through no fault of my own. \n\nXXXX XXXX 's conduct violates XXXX C.F.R. Section XXXX ( b ) ( XXXX ) ( Regulation X ), which defines as a servicing error any failure to apply a payment to principal as directed by the borrower. My curtailment was explicitly directed to principal. Reversing it into suspense rather than applying it as directed is a Regulation X error regardless of the internal reason for the reversal. \n\nXXXX 's conduct also violates XXXX C.F.R. Section XXXX ( b ) ( XXXX ), which defines as an error any failure to credit a payment as of the date of receipt. My payment was received XX/XX/year>. It was not credited for XXXX days. \n\nUnder XXXX C.F.R. Section XXXX ( k ) ( XXXX ), servicers are required to apply payments in a timely manner and credit them as of the date received. Holding a correctly submitted payment in suspense and then assigning a later effective date upon reapplication due to the servicer 's own internal error is a direct violation of this provision. \n\nThis conduct also violates XXXX C.F.R. Section XXXX, which grants VA borrowers the unconditional right to make principal prepayments at any time without penalty or fee. Denying me XXXX  days of accrual benefit through an improper suspense hold and effective date shift is functionally a penalty on my prepayment in violation of that federally protected right. \n\nUnder XXXX C.F.R. Section XXXX and VA XXXX XXXX XXXX, upon receipt of a principal curtailment, the servicer is required to recast the loan amortization schedule to reflect the reduced principal balance. Because XXXX held the payment in suspense, no recast was performed as of XX/XX/year>. Every payment processed after that date was calculated against a principal balance approximately {$3000.00} higher than it should have been. At my implied note rate of approximately 5.0 %, this resulted in overstated interest charges of approximately {$12.00} per monthly payment for every month the inflated balance was used as the basis for interest calculation. \n\nFinally, XXXX held {$3000.00} of my funds in a non-interest-bearing suspense account for XXXX days due to its own error. Under California XXXX XXXX XXXX XXXX, a 2 % annual interest obligation applies to borrower funds held by a servicer. The holding of these funds without compensation or timely application also raises concerns under XXXX XXXX. Section XXXX, which prohibits unfair acts or practices in XXXX XXXX XXXX. A practice is unfair when it causes substantial injury that the consumer can not reasonably avoid. I could not avoid this situation. XXXX created the error, XXXX made the reversal, and XXXX assigned the later effective date.","date_sent_to_company":"2026-03-30T17:51:41.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"92107","tags":"Servicemember","has_narrative":true,"complaint_id":"20777801","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CMG Financial Services, Inc.","date_received":"2026-03-30T17:46:52.000Z","state":"CA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["XXXX created the <em>error</em>, XXXX made the <em>reversal</em>, and XXXX assigned the later effective date."]},"sort":[17.885717,"20777801"]},{"_index":"complaint-public-v1","_id":"22644131","_score":15.503187,"_source":{"product":"Credit card","complaint_what_happened":"XXXXFinancial Institution:Bank: Citibank, N.A.Account Type: Credit Card (Citi XXXX XXXXAccount Number Ending In: XXXXSubject: Violation of the Fair Credit Billing Act (FCBA)  Failure to Conduct a Reasonable Investigation, Improper Fee and Interest EscalationComplaint Narrative:I am filing this formal complaint against Citibank for systematic billing errors, failure to conduct a meaningful dispute investigation under the Fair Credit Billing Act (FCBA), and predatory calculation of interest rates and late fees following a merchant dispute.On an ongoing basis, an erroneous charge of XXXX  from XXXX  was applied to my account. I formally disputed this charge on the grounds of fraud/unauthorized billing. I explicitly requested that the merchant produce an actual itemized bill, receipt, or a signed service agreement proving I authorized or used these services. XXXX  failed to produce this.Citibank paused the charge for approximately two months. However, upon receiving automated, non-itemized metadata from XXXX, Citibank summarily denied my chargeback within a single day. No human review was conducted. I immediately contacted Citibank to request a secondary review and explanation. I withheld payment for exactly 24 hours while waiting for a supervisor to confirm that a re-investigation would take place. I then made a good-faith payment of the minimum amount due.Despite my good-faith payment and the verbal assurance that the matter was being reviewed, Citibank issued a denial letter just three days later, proving the review was rejected almost instantly. Because of this single-day delay caused by their confusing dispute process, Citibank hit my account with a XXXX  late fee in XXXX.Furthermore, Citibank's subsequent billing mathematics are punitive and non-transparent:In XXXX, despite making a $XXXX payment, I was hit with an additional XXXX late fee.Citibank began splitting my interest rates between 27.49% and a penalty rate of 28.49%.In May, despite making zero new purchases and paying down the total balance by XXXX, Citibank arbitrarily shifted my higher-interest balance (at 28.49%) from XXXX up to XXXX. They reduced my lower-interest balance (at 27.49%) from XXXX to XXXX.Citibank is manipulating payment allocations and utilizing aggressive Average Daily Balance (ADB) calculations to penalize me for trying to understand an unverified merchant charge. They have failed to provide the merchant verification required to validate a disputed debt.Requested Resolution:A complete merchant audit forcing XXXX  to supply an actual, signed receipt or service agreement for the XXXX charge, or a permanent reversal of the charge.Complete removal and refund of all dispute-related late fees (XXXX total).A formal correction and recalculation of the XXXX  and XXXX  interest charges, moving all balances back to the standard 27.49% rate.  CFPB won't allow me to alter my phone number unless I call between XXXX  and XXXX min through Friday for whatever reason this seems like an arbitrary step meant to deter a complaint or to claim that the incorrect information is on file while allowing me to alter other information prior to submitting such a report.  This makes no sense my new phone number is XXXX XXXX","date_sent_to_company":"2026-05-28T03:11:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"55412","tags":"Servicemember","has_narrative":true,"complaint_id":"22644131","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-28T02:53:00.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXXFinancial Institution:Bank: Citibank, N.A.Account Type: Credit Card (Citi XXXX XXXXAccount Number Ending In: XXXXSubject: Violation of the Fair Credit Billing Act (FCBA)  Failure to <em>Conduct</em> a Reasonable Investigation, Improper Fee and Interest EscalationComplaint Narrative:I am filing this formal complaint against Citibank for systematic billing <em>errors</em>, failure to <em>conduct</em> a meaningful dispute investigation under the Fair Credit Billing Act (FCBA), and predatory calculation of interest <em>rates</em> and"]},"sort":[15.503187,"22644131"]},{"_index":"complaint-public-v1","_id":"20554022","_score":14.001515,"_source":{"product":"Checking or savings account","complaint_what_happened":"Bank : USAA Federal Savings Bank 1. Amount in Dispute {$4300.00} charged by XXXX XXXX  ( See Attachment A Bank Statement ) 2. Unauthorized / Excess Charges Charges exceed agreed XXXX XXXX reservation pricing Multiple withdrawals occurred days apart, often for hundreds of dollars These charges were not authorized under the original agreement ( See Attachment B XXXX Reservation & Transaction Records ) 3. Merchant Representations ( XXXX XXXX ) XXXX representatives verbally agreed to honor the same weekly rate for each 3 additional weeks i was in possession of their vehicle. \nI relied on these verbal rates quoted to be a factual representations of what was to be withdrawn from my USAA bank account. \nPhone conversations can not be recorded ; I submitted supporting screenshots and written context ( See Attachment C Supporting Screenshots ) 4. Mechanical Failure & Termination of Rental Vehicle experienced mechanical engine failure and became inoperable Vehicle had to be towed I chose to end the rental, not continue or accept a replacement vehicle The vehicle type ( XXXXXXXX XXXX  ) is associated with known to belong to National recall for mechanical engine issues. The exact vehicle iI was renting. \n( See Attachment D XXXX XXXX XXXXXXXX Evidence ) 5. Charges for Unusable Time & Missing Funds I was charged for approximately 2.5 days of a weekly rental during which the vehicle was not drivable No credit was issued for this unusable time Deposit was not returned 6. Evidence Submitted to USAA I provided : Reservation confirmation ( XXXX XXXX ) Screenshots and written documentation Breakdown/towing evidence Detailed explanation of events USAA did not meaningfully review or address this evidence. \n7. Provisional Credit Timeline Provisional credit issued in XXXX XXXX Reversed on XXXX XXXX XXXX Reversal occurred without a completed or reasonable investigation. Told I needed to reopen case. USAA failed to protect my fundsXXXX XXXX car rental withdrew money from my account using my debit card without my being present. \n\n8. USAA Investigation Failures USAA provided no evidence from the merchant supporting the charges. \nI was never shown documentation used in their decision USAA issued approximately 40 letters stating no error found These repeated statements demonstrate no meaningful review of my submitted documentation or images ( See Attachment E USAA Correspondence ) 9. Incorrect Assumptions by USAA USAA referenced cancellation dates that do not exist This was a single continuous rental ( one vehicle, one location, no cancellation ) Demonstrates a fundamental misunderstanding of the dispute 10. Documented Bank Error USAA referenced an incorrect amount ( {$400.00} instead of {$4300.00} ) Demonstrates inaccurate and careless handling ( See Attachment F USAA Letter ) 11. Duration of Issue Dispute ongoing since XXXX XXXX No meaningful resolution despite repeated submissions 12. Key Problem USAA failed to conduct a reasonable investigation into : Unauthorized excess charges Repeated withdrawals Mechanical failure and unusable service Missing credits and deposit Submitted supporting documentation Instead, USAA relied on form responses and unsupported conclusions. \n13. Harm Loss of {$4300.00} Loss of deposit and charges for unusable rental time Financial hardship due to reversal of provisional credit Ongoing unresolved dispute for multiple months. documented evidence that apparently was never investigated or reviewed. \nSignificant time and effort spent attempting resolution. \nAll supporting documentation has been compiled and is available, including evidence previously submitted to USAA. Due to the sensitive nature of financial and personal information, I am withholding uploads in this forum. I will provide complete documentation through a secure channel upon request.","date_sent_to_company":"2026-03-24T19:49:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98607","tags":"Servicemember","has_narrative":true,"complaint_id":"20554022","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2026-03-24T18:39:10.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I will provide complete documentation <em>through</em> a secure channel upon request."]},"sort":[14.001515,"20554022"]},{"_index":"complaint-public-v1","_id":"18064561","_score":13.889723,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"FORMAL CFPB COMPLAINT Against : XXXX XXXX XXXX, XXXX. \nRe : Inaccurate Credit Reporting, Failure to Investigate, and Unfair Accounting Practices I. PARTIES Consumer : XXXX XXXX Address : XXXX XXXX XXXX, XXXX, CA Account : XXXX Credit Card ending XXXX XXXX XXXX XXXX XXXXXXXX Furnisher : XXXX XXXX XXXX, XXXX. ( XXXX ) XXXX. NATURE OF THE COMPLAINT This complaint concerns Chases inaccurate furnishing of credit information, failure to conduct a reasonable investigation after dispute, and the use of a repetitive and opaque accounting process that improperly escalated minor timing issues into a reported XXXX delinquency, causing substantial consumer harm. \n\nChases conduct constitutes negligent and willful non-compliance with the Fair Credit Reporting Act ( FCRA ) and reflects unfair and deceptive practices in violation of federal consumer protection standards.\n\nIII. FACTUAL BACKGROUND A. Payments Were Made and Accepted Chases own transaction records confirm that payments were made and posted, including a payment that posted on XX/XX/XXXX. At no point did the consumer abandon the account or fail to make payment for a period exceeding thirty ( XXXX ) days. \n\nThe existence of a late fee or interest charge does not equate to a XXXX delinquency. Under the FCRA, a furnisher XXXX report a XXXX late payment only where no payment is received for more than XXXX days after the due date. That factual predicate is absent here. \n\nB. XXXX Employed a Repetitive and Opaque Accounting Cycle Instead of restoring the account to current status after payment, XXXX subjected the account to a repetitive cycle consisting of : Assessment of late fees Accrual of purchase interest Partial or nominal interest reversals Renewed interest accrual Maintenance of an internal delinquency designation This cycle obscured the true status of the account and made it impossible for a reasonable consumer to reconcile charges, reversals, and interest. The structure and effect of this process strongly suggest it was used to preserve an internal delinquency status rather than reflect actual payment behavior. \n\nThe consumer expressly challenges the legality, fairness, and transparency of this accounting methodology. \n\nXXXX XXXX Failed to Conduct a Reasonable Investigation After Dispute After the consumer disputed the inaccurate reporting, XXXX was obligated under XXXX U.S.C. XXXX ( b ) to conduct a reasonable investigation. XXXX failed to do so. \n\nSpecifically, XXXX did not : Review payment posting dates relative to due dates Review customer service call recordings from XXXX Review internal agent notes or escalation logs Provide a written investigative determination Disclose a method of verification or evidence relied upon Instead, XXXX closed the dispute via an informal telephone communication. During that call, a XXXX XXXX XXXX agent incorrectly stated that the account remained delinquent, despite payment having already been posted. \n\nAn investigation that relies solely on automated system indicators or internal status codes without examination of primary records does not satisfy the FCRAs reasonableness standard. \n\nIV. INACCURATE CREDIT REPORTING Despite receiving payment and despite the absence of any XXXX non-payment period, XXXX furnished XXXX XXXX delinquency to consumer reporting agencies. \n\nThis reporting was : Factually inaccurate Unsupported by payment history Maintained after dispute without verification Disproportionate to any alleged payment timing issue Continued reporting after dispute, without substantiation, constitutes ongoing non-compliance. \n\nV. CONSUMER HARM AND DAMAGES As a direct and foreseeable consequence of Chases conduct : The consumers credit score materially declined The consumer was denied the ability to refinance at a lower interest rate The consumer continues to incur approximately {$1000.00} per month in financial harm XXXX was placed on notice of this harm and nevertheless failed to correct the reporting. \n\nVI. LEGAL VIOLATIONS Chases conduct constitutes : Negligent and willful non-compliance with the FCRA XXXX to conduct a reasonable investigation under XXXX U.S.C. XXXX ( b ) Inaccurate furnishing of credit information Unfair and deceptive practices through non-transparent accounting procedures XXXX. DEMAND FOR RELIEF The consumer respectfully requests that the CFPB require XXXX to : Delete or correct the inaccurate delinquency reporting Provide a written method of verification, including all records reviewed Produce call recordings and internal notes from XXXX Cease the use of accounting practices that obscure account status Provide monetary compensation for damages resulting from illegal processes and procedures Absent documentary substantiation, Chases continued reporting constitutes willful ongoing violations of federal law. \n\nFINAL NOTE This complaint alleges systemic procedural abuse, not a mere billing error. \nIt challenges process integrity, which is precisely within CFPBs mandate. \n\nXXXX. ATTACHMENTS ( TO BE SUBMITTED ) XXXX. XXXX transaction history showing payments, late fees, interest, and reversals XXXX. Proof of payment posted XX/XX/XXXX XXXX Credit report excerpt showing the reported XXXX delinquency XXXX. Original Complaint XXXX. Date when credit bureaus were reported Note : Payments were made in each cycle. Late fees and interest were assessed due to internal cutoff timing, not non-payment.","date_sent_to_company":"2025-12-16T04:40:03.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92881","tags":null,"has_narrative":true,"complaint_id":"18064561","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-12-16T04:39:37.000Z","state":"CA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["LEGAL VIOLATIONS Chases <em>conduct</em> constitutes : Negligent and willful non-compliance with the FCRA XXXX to <em>conduct</em> a reasonable investigation under XXXX U.S.C. XXXX ( b ) Inaccurate furnishing of credit information Unfair and deceptive practices <em>through</em> non-transparent accounting procedures XXXX."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[13.889723,"18064561"]},{"_index":"complaint-public-v1","_id":"18064560","_score":13.889097,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"FORMAL CFPB COMPLAINT Against : XXXX XXXX XXXX, XXXX. \nRe : Inaccurate Credit Reporting, Failure to Investigate, and Unfair Accounting Practices I. PARTIES Consumer : XXXX XXXX Address : XXXX XXXX XXXX, XXXX, CA Account : XXXX Credit Card ending XXXX XXXX XXXX XXXX XXXXXXXX Furnisher : XXXX XXXX Bank, XXXX. ( XXXX ) XXXX. NATURE OF THE COMPLAINT This complaint concerns Chases inaccurate furnishing of credit information, failure to conduct a reasonable investigation after dispute, and the use of a repetitive and opaque accounting process that improperly escalated minor timing issues into a reported XXXX delinquency, causing substantial consumer harm. \n\nChases conduct constitutes negligent and willful non-compliance with the Fair Credit Reporting Act ( FCRA ) and reflects unfair and deceptive practices in violation of federal consumer protection standards. \n\nXXXX. FACTUAL BACKGROUND A. Payments Were Made and Accepted Chases own transaction records confirm that payments were made and posted, including a payment that posted on XX/XX/XXXX. At no point did the consumer abandon the account or fail to make payment for a period exceeding thirty ( XXXX ) days. \n\nThe existence of a late fee or interest charge does not equate to a XXXX delinquency. Under the FCRA, a furnisher may report a XXXX late payment only where no payment is received for more than XXXX days after the due date. That factual predicate is absent here. \n\nB. XXXX Employed a Repetitive and Opaque Accounting Cycle Instead of restoring the account to current status after payment, XXXX subjected the account to a repetitive cycle consisting of : Assessment of late fees Accrual of purchase interest Partial or nominal interest reversals Renewed interest accrual Maintenance of an internal delinquency designation This cycle obscured the true status of the account and made it impossible for a reasonable consumer to reconcile charges, reversals, and interest. The structure and effect of this process strongly suggest it was used to preserve an internal delinquency status rather than reflect actual payment behavior. \n\nThe consumer expressly challenges the legality, fairness, and transparency of this accounting methodology. \n\nXXXX XXXX Failed to Conduct a Reasonable Investigation After Dispute After the consumer disputed the inaccurate reporting, XXXX was obligated under 15 U.S.C. 1681s-2 ( b ) to conduct a reasonable investigation. XXXX failed to do so. \n\nSpecifically, XXXX did not : Review payment posting dates relative to due dates Review customer service call recordings from XXXX Review internal agent notes or escalation logs Provide a written investigative determination Disclose a method of verification or evidence relied upon Instead, XXXX closed the dispute via an informal telephone communication. During that call, a XXXX XXXX XXXX agent incorrectly stated that the account remained delinquent, despite payment having already been posted. \n\nAn investigation that relies solely on automated system indicators or internal status codes without examination of primary records does not satisfy the FCRAs reasonableness standard. \n\nIV. INACCURATE CREDIT REPORTING Despite receiving payment and despite the absence of any XXXX non-payment period, XXXX furnished XXXX XXXX delinquency to consumer reporting agencies. \n\nThis reporting was : Factually inaccurate Unsupported by payment history Maintained after dispute without verification Disproportionate to any alleged payment timing issue Continued reporting after dispute, without substantiation, constitutes ongoing non-compliance.\n\nV. CONSUMER HARM AND DAMAGES As a direct and foreseeable consequence of Chases conduct : The consumers credit score materially declined The consumer was denied the ability to refinance at a lower interest rate The consumer continues to incur approximately {$1000.00} per month in financial harm XXXX was placed on notice of this harm and nevertheless failed to correct the reporting.\n\nVI. LEGAL VIOLATIONS Chases conduct constitutes : Negligent and willful non-compliance with the FCRA Failure to conduct a reasonable investigation under 15 U.S.C. 1681s-2 ( b ) Inaccurate furnishing of credit information Unfair and deceptive practices through non-transparent accounting procedures VII. DEMAND FOR RELIEF The consumer respectfully requests that the CFPB require XXXX to : Delete or correct the inaccurate delinquency reporting Provide a written method of verification, including all records reviewed Produce call recordings and internal notes from XXXX Cease the use of accounting practices that obscure account status Provide monetary compensation for damages resulting from illegal processes and procedures Absent documentary substantiation, Chases continued reporting constitutes willful ongoing violations of federal law.\n\nFINAL NOTE This complaint alleges systemic procedural abuse, not a mere billing error.\n\nIt challenges process integrity, which is precisely within CFPBs mandate.\n\nVIII. ATTACHMENTS ( TO BE SUBMITTED ) XXXX. XXXX transaction history showing payments, late fees, interest, and reversals XXXX. Proof of payment posted XX/XX/XXXX XXXX Credit report excerpt showing the reported XXXX delinquency 4. Original Complaint 5. Date when credit bureaus were reported Note : Payments were made in each cycle. Late fees and interest were assessed due to internal cutoff timing, not non-payment.","date_sent_to_company":"2025-12-16T04:40:04.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92881","tags":null,"has_narrative":true,"complaint_id":"18064560","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-12-16T04:39:37.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["LEGAL VIOLATIONS Chases <em>conduct</em> constitutes : Negligent and willful non-compliance with the FCRA Failure to <em>conduct</em> a reasonable investigation under 15 U.S.C. 1681s-2 ( b ) Inaccurate furnishing of credit information Unfair and deceptive practices <em>through</em> non-transparent accounting procedures VII."],"sub_issue":["Their investigation did not fix an <em>error</em> on your report"]},"sort":[13.889097,"18064560"]},{"_index":"complaint-public-v1","_id":"19952209","_score":13.7259865,"_source":{"product":"Credit card","complaint_what_happened":"Formal Regulatory Complaint : Barclays Bank Delaware To : Consumer Financial Protection Bureau ( CFPB )/ Office of the Comptroller of the Currency ( OCC ) Date : XX/XX/year> Subject : Systemic UDAAP and FCRA Violations : Deceptive Advertising, Detrimental Reliance, Phantom Debt Reporting, and Predatory \" Dark Patterns '' Targeting XXXX Consumers I am filing this formal regulatory complaint against Barclays Bank Delaware for systemic Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) and blatant violations of the Fair Credit Reporting Act ( FCRA ). The bank is utilizing deceptive \" Obscurity by Design '' to intentionally confuse account terms, failing to honor binding verbal contracts, reporting known inaccurate data to credit bureaus, and actively weaponizing customer service scripts to harass and obstruct consumers with XXXX and mental health challenges. \n1. Deceptive Advertising & \" Obscurity by Design '' Barclays utilizes deceptive marketing tactics by prominently advertising a 0 % APR in high-visibility, \" huge letters '' while intentionally obscuring the material limitations and real terms in microscopic or non-existent fine print. This lack of transparency is a deliberate attempt to mislead consumers. Under CFPB and FTC standards, disclosures must be \" Clear and Conspicuous. '' Barclays \" Obscurity by Design '' creates a non-linear and confusing digital environment where the consumer-facing interface directly contradicts verbal agreements made by the bank 's own agents, effectively impeding consumer choice and accountability. \n2. Breach of Verbal Agreement, Detrimental Reliance & Financial Entrapment On multiple occasions, most recently on XX/XX/year>, Barclays representatives explicitly confirmed on recorded lines that my account is subject to a 0 % APR for 12 billing cycles. I explicitly asked this question to verify the terms, and the answer was an unambiguous \" Yes. '' Based on this material misrepresentation, I engaged in Detrimental Reliance. I adjusted my entire household budget around this promise. I chose to use this specific card for purchases and deferred aggressive payments under the explicit belief that no interest would accrue. Had the bank provided accurate disclosures or told me \" No, '' I would have proactively paid off the balance and avoided putting further charges on this card. Because Barclays failed to honor this verbal contract, my entire budget has been disrupted, and I am now facing unexpected debt and interest charges. Barclays deception has effectively \" trapped '' me into a high-interest debt cycle I did not consent to. \n3. Admission of Error through Conduct ( Interest Rate Reversals ) Barclays ' own internal accounting proves the validity of my claim and their breach of contract. The bank has repeatedly issued \" Interest Rate Reversals '' in the exact amounts of the interest incorrectly charged ( e.g., a reversal of {$23.00} ). These are formal accounting corrections, not \" Courtesy Credits. '' By reversing the exact amount of interest charged, Barclays is formally acknowledging a systemic billing error. If the interest were validly charged, a reversal would not be justified. However, they refuse to correct the root cause, forcing me into a predatory \" refund-then-recharge '' cycle every month. \nXXXX. Credit Damage & `` Phantom Debt '' Reporting ( FCRA Violation ) Barclays has been unlawfully reporting \" phantom debt '' specifically the interest charges that they have already admitted are incorrect via the aforementioned reversalsto the major credit bureaus. This inaccurate reporting has artificially inflated my balance-to-limit ratio ( credit utilization ), directly damaged my credit profile, and artificially lowered my total spending power. Under the Fair Credit Reporting Act ( FCRA ), reporting known inaccurate data is a severe violation of the requirement to utilize \" reasonable procedures to assure maximum possible accuracy. '' 5. Weaponized Scripting & \" Exhaustion by Design '' ( Abusive Practices ) To resolve these admitted errors, I have been subjected to a predatory tactic I define as Weaponized Scripting. Barclays representatives maintain a facade of extreme politeness while refusing to engage with the actual facts of the dispute, instead reading the exact same irrelevant scripts over and over again. \nThis is a calculated \" Dark Pattern '' intended to wear the consumer down and induce \" exhaustion-based compliance. '' To be heard, I am forced to repeatedly interrupt representatives who are trained to ignore specific questions in favor of their script. For any consumer, this is infuriating ; for a consumer with mental health challenges or XXXX, this is a profoundly abusive practice. It creates a hostile environment specifically designed to make the individual \" snap '' from cognitive fatigue or abandon their rights entirely. \nXXXX. Disregard for Accessibility Boundaries & Harassment Barclays ' complete disregard for consumer welfare is further evidenced by their direct violation of my explicit, documented communication boundaries. I provided a formal notice to Barclays that I was not to be contacted via telephone on Monday, XX/XX/year>. Barclays knowingly ignored this boundary and placed a call to me on that date regardless. This refusal to respect a \" no-call '' request is a violation of my privacy, constitutes harassment, and demonstrates an abusive disregard for the accessibility needs and mental welfare of XXXX consumers. \nFormal Demand for Final Resolution & Restitution On XX/XX/year>, I negotiated specific resolution terms with a representative, which the bank has failed to fully implement. I demand immediate corrective action as follows : * Contractual Alignment & Rate Override : Immediately implement the permane\n\nnt, portfolio-level 0 % APR override for the agreed-upon 12-month cycle, updating all digital and physical disclosures to reflect this accurately. * Credit Correction ( FCRA ) : Immediately update all credit bureaus to remove the \" ph\nantom debt, '' correcting my utilization ratio to reflect the accurate balance based on a true 0 % APR. \n* Financial Restitution : A full reversal of the XXXX ( {$24.00} ) and XXXX ( {$26.00} ) interest charges, totaling {$51.00} ( in addition to the previously reversed {$23.00} ). \n* Service Recovery & Goodwill : Immediate implementation of the negotiated {$250.00} Service Recovery Credit, plus an additional {$250.00} Goodwill Credit ( totaling {$500.00} in requested restitution ) to compensate for the significant administrative burden, credit damage, mental distress, and \" pain and suffering '' caused by their systemic deception and Weaponized Scripting. \n* Cease and Desist / Accessibility Compliance : Permanently mark my account for \" Written Communication Only, '' provide a formal written apology for the XX/XX/XXXX contact violation, and end the cycle of manual, scripted obstruction.","date_sent_to_company":"2026-03-04T03:13:38.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"97302","tags":null,"has_narrative":true,"complaint_id":"19952209","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2026-03-04T02:52:48.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["Admission of <em>Error</em> <em>through</em> <em>Conduct</em> ( Interest <em>Rate</em> <em>Reversals</em> ) Barclays ' own internal accounting proves the validity of my claim and their breach of contract. The bank has repeatedly issued \" Interest <em>Rate</em> <em>Reversals</em> '' in the exact amounts of the interest incorrectly charged ( e.g., a <em>reversal</em> of {$23.00} ). These are formal accounting corrections, not \" Courtesy Credits. '' By reversing the exact amount of interest charged, Barclays is formally acknowledging a systemic billing <em>error</em>."]},"sort":[13.7259865,"19952209"]},{"_index":"complaint-public-v1","_id":"15072932","_score":12.764145,"_source":{"product":"Debt collection","complaint_what_happened":"Subject : Fay Servicing Misuse of Default Interest, Misrepresentation, and Bad Faith Servicing Loan Number : XXXX Borrower : XXXX XXXX XXXX Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Servicer : Fay Servicing , LLC I am filing this complaint regarding Fay Servicings imposition of over {$7000.00} in default interest, following a payment I submitted on XX/XX/year>, which was later reversed despite sufficient funds and accurate account information. \n\nXXXX. Discretionary Default Interest Improperly Imposed According to my promissory Note ( Section XXXX \" Interest on Default '' ), the application of the default interest rate is at the sole and absolute discretion of the Lender. It is not mandatory and is intended only to defray actual costs related to handling default. However, Fay Servicing imposed the maximum 24 % default interest rate on my entire principal balance despite the following facts : My payment of {$2100.00} was submitted on XX/XX/year>. \n\nThe screenshot of my account page will also show that my account is verified in their system. \n\nThe bank account used was a checking account, not a savings account. \n\nThe account contained more than sufficient funds ( {$4200.00} ). \n\nI contacted Fay immediately when I saw the payment reversal and attempted to resolve the matter in good faith. \n\nThis was not a willful default. It appears to be a system error. Yet, Fay Servicing exercised discretion against me rather than reviewing my circumstances, and imposed interest as a penalty, not a loss recovery. \n\nXXXX. Agent Misrepresentation and Refusal to Escalate The Fay Servicing representative I spoke with denied me the right to request a waiver or escalation of the discretionary default interest. She stated, It will not be removed because I said so, ignoring the Notes language that assigns such discretion only to the Lender. She refused to escalate my concerns and instead attempted to force me to pay or accept the charges. \n\nShe also misrepresented the default interest rate as 25 %, despite the Note clearly stating the maximum is 24 %. This is a material misstatement of contract terms and reflects either a lack of training or intentional misrepresentation. \n\nXXXX. Inflated and Unjustified Charges The agent stated I was being charged over {$7000.00} in default interest for XXXX month. My approximate loan balance is {$200000.00}. At 24 % APR, the monthly default interest should be : {$4000.00} There is no explanation for the excess $ XXXX being charged XXXX is being over-applied or miscalculated Fees are being miscategorized as default interest, or Charges are being retroactively applied without disclosure. \n\nXXXX. Suspected Data Manipulation I am concerned that Fay Servicing may alter account data to protect themselves from liability. The representative claimed I used a savings account, but I used a checking account, and the account was properly funded. If they modify system records after the fact, that constitutes bad faith and a cover-up of their servicing error. \n\nXXXX. Repeat Pattern of Misconduct This is not my first CFPB complaint against Fay Servicing. I urge the Bureau to review my prior submissions. In previous cases, Fay Servicing has repeatedly demonstrated a pattern of refusing to acknowledge clear errors, mishandling disputes, and shifting blame onto the borrower, even when documentation proves otherwise. This appears to be a systemic issue with how they operate and handle borrower concerns. \n\nXXXX. Requested Relief I respectfully request that the CFPB require Fay Servicing to : Provide a complete itemized accounting of the $ XXXX interest charge, including the time period, interest rate, and any additional fees included. \n\nConfirm internal system logs showing whether the account submitted was checking or savings, and whether those records have been altered. \n\nProduce written authorization from the Lender, not an agent, for the imposition of discretionary default interest. \n\nReverse the default interest charges and restore my account to good standing, with no negative credit reporting stemming from this issue. \n\nRestore my ability to resubmit the payment through my preferred method using my verified checking account, so this matter can be resolved and we can move on. \n\nThroughout this experience, I was not only financially mistreated, but also personally disrespected and demeaned by Fay Servicings representative. Rather than treating my concerns with professionalism and care, the agent spoke to me in a condescending, dismissive tone, as if I were unintelligent or incapable of understanding my own loan terms. It was clear from her attitude that she was attempting to make a mockery of me rather than assist with a legitimate servicing issue. \n\nEvery time I called in, I was routed back to the same representative, despite asking to speak with someone else. It felt as though my account was flagged or notated in such a way that screened my calls, preventing me from receiving a fair and unbiased resolution. The agent refused to transfer me to a supervisor or another departmenteven after I requested it multiple times. \n\nWhen I attempted to explain that I submitted my payment properly and that I believed there was a system error, she repeatedly interrupted, overtalked, and accused me of being combative, simply for asking questions and advocating for myself. She never once acknowledged my concerns or attempted to resolve the situation with objectivity. Instead, she antagonized me, blamed me for a reversal that I had no control over, and insisted that nothing would be removed because she said so. \n\nI strongly urge the CFPB to review all recorded phone calls between myself and Fay Servicing representatives. These recordings will clearly show how I was mistreated, talked down to, and denied access to fair servicing support. My attempts to clarify the issue were met with hostility, blame-shifting, and a complete lack of empathy or accountability. \n\nThis level of customer service is unacceptable, especially from a mortgage servicer handling loans for hardworking Americans. It reflects a pattern of bad faith, gatekeeping, and disrespect, and further supports my claim that the default interest and penalties imposed in this case were not only discretionary but also rooted in a clear abuse of power. \n\nI am a retired XXXX XXXX XXXX on a fixed income. I acted in good faith, followed all steps required to make my mortgage payment, and should not be penalized for what was clearly a servicing or processing error. Fay Servicings conduct is punitive, deceptive, and abusive.","date_sent_to_company":"2025-08-04T18:26:32.000Z","issue":"False statements or representation","sub_product":"Mortgage debt","zip_code":"32207","tags":"Servicemember","has_narrative":true,"complaint_id":"15072932","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2025-08-04T17:42:09.000Z","state":"FL","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["I acted in good faith, followed all steps required to make my mortgage payment, and should not be penalized for what was clearly a servicing or processing <em>error</em>. Fay Servicings <em>conduct</em> is punitive, deceptive, and abusive."]},"sort":[12.764145,"15072932"]},{"_index":"complaint-public-v1","_id":"4519801","_score":12.5178175,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This issue concerns Wells Fargo Auto 's internal errors in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing errors, Wells Fargo failed to close my account and marked it late. \n\nI conduct my personal banking through Wells Fargo. On or about XX/XX/XXXX, I purchased a used car. The purchase was financed through Wells Fargo Auto for a total amount of {$38000.00}. \n\nOn XX/XX/XXXX, I paid off the Wells Fargo XXXX loan in the full amount of the outstanding balance of {$31000.00} ( First Payoff ). See Wells Fargo XXXX. XXXX, XXXX Letter ( Exhibit 1 ). I received a copy of the clear title from Wells Fargo. \n\nBy letter dated XX/XX/XXXX, Wells Fargo Auto informed me that \" due to a system outage between XX/XX/XXXX and XX/XX/XXXX, we [ the bank ] did not withdraw funds from your bank account for the payoff that was submitted. '' See Wells Fargo XXXX. XXXX, XXXX Letter ( Exhibit 2 ). \n\nOn XX/XX/XXXX, I gave Wells Fargo Auto authorization to re-process the payoff amount of {$31000.00} ( \" Second Payoff '' ). See Wells Fargo XX/XX/XXXX Letter ( Exhibit 3 ). \n\nWells Fargo failed to process the Second Payoff. On XX/XX/XXXX, I spoke with a Wells Fargo Auto representative who stated that the system did not reflect that my account was paid off and that there must have been an error in processing. The Wells Fargo Auto representative recommended authorizing another payoff of {$31000.00} ( \" Third Payoff '' ). \n\nOn XX/XX/XXXX, I discovered that by Wells Fargo Bank account had been debited twice for the payoff, a total of {$62000.00}. See Wells Fargo Bank Statement showing double debit of the Second and Third Payoffs ( Exhibit 4 ). \n\nI immediately contacted Wells Fargo Auto about the double debit error. Wells Fargo said someone would call me back in 48-72 hours. Nobody ever called until I called them. \n\nIn the meantime, on XX/XX/XXXX, I initiated a report with Wells Fargo Bank about an unauthorized withdrawal of {$31000.00} from my bank account. See Wells Fargo Bank Letter dated XX/XX/XXXX ( Exhibit 5 ). Wells Fargo Bank agreed that it was a double payoff, and reversed one of the payoffs on XX/XX/XXXX. See Wells Fargo Bank Statement showing XX/XX/XXXX reversal ( Exhibit 6 ). \n\nOn XX/XX/XXXX, Wells Fargo Auto reversed the other payoff. See Wells Fargo Bank Statement showing XX/XX/XXXX refund ( Exhibit 7 ). At this point, Wells Fargo had reversed the First, Second, and Third Payoffs. \n\nBy letter dated XX/XX/XXXX, Wells Fargo Auto informed me that my payoff was returned for \" check truncation entry return. '' As a result, my Wells Fargo Auto account was re-opened. \n\nAfter approximately a week, I was able to correct the payoff problem. On XX/XX/XXXX, I authorized the fourth payoff ( \" Fourth Payoff '' ). See Wells Fargo Bank Account Statement showing payoff on XX/XX/XXXX ( Exhibit 8 ). \n\nBy letter dated XX/XX/XXXX, Wells Fargo Auto sent an apology letter to me and backdating the Fourth Payoff to the date of the First Payoff, XXXX XXXX, XXXX. Wells Fargo Auto also sent me a check for interest that I paid on the Fourth Payoff. See Wells Fargo Auto Letter dated XXXX. XXXX, XXXX ( \" You authorized a new payoff for {$31000.00} which posted on XX/XX/XXXX, and was made effective for XX/XX/XXXX. '' ) ( Exhibit 9 ). \n\nDespite my multiple calls, four payoff attempts, and documentation showing Wells Fargo Auto 's errors, the marked my account late and reported me to credit agencies. I found out about this reporting on XX/XX/XXXX, while I was obtaining financing for a new home. This issue is causing me to either have a higher interest rate on my new home purchase, or to buy a lower rate by purchasing \" points '' for approximately {$4000.00}.","date_sent_to_company":"2021-07-06T20:00:18.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"20165","tags":null,"has_narrative":true,"complaint_id":"4519801","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-07-06T18:38:10.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["This issue concerns Wells Fargo Auto 's internal <em>errors</em> in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing <em>errors</em>, Wells Fargo failed to close my account and marked it late. \n\nI <em>conduct</em> my personal banking <em>through</em> Wells Fargo. On or about XX/XX/XXXX, I purchased a used car."]},"sort":[12.5178175,"4519801"]},{"_index":"complaint-public-v1","_id":"4519731","_score":12.5178175,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This issue concerns XXXX XXXX XXXX 's internal errors in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing errors, XXXX XXXX failed to close my account and marked it late. \n\nI conduct my personal banking through XXXX XXXX. On or about XX/XX/XXXX, I purchased a used car. The purchase was financed through XXXX XXXX XXXX for a total amount of {$38000.00}. \n\nOn XX/XX/XXXX, I paid off the XXXX XXXX XXXX loan in the full amount of the outstanding balance of {$31000.00} ( First Payoff ). See XXXX XXXX XXXX. XXXX, XXXX Letter ( Exhibit 1 ). I received a copy of the clear title from XXXX XXXX. \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that \" due to a system outage between XX/XX/XXXX and XX/XX/XXXX, we [ the bank ] did not withdraw funds from your bank account for the payoff that was submitted. '' See XXXX XXXX Apr. XXXX, XXXX Letter ( Exhibit 2 ). \n\nOn XX/XX/XXXX, I gave XXXX XXXX XXXX authorization to re-process the payoff amount of {$31000.00} ( \" Second Payoff '' ). See XXXX XXXX XX/XX/XXXX Letter ( Exhibit 3 ). \n\nXXXX XXXX failed to process the Second Payoff. On XX/XX/XXXX, I spoke with a XXXX XXXX XXXX representative who stated that the system did not reflect that my account was paid off and that there must have been an error in processing. The XXXX XXXX XXXX representative recommended authorizing another payoff of {$31000.00} ( \" Third Payoff '' ). \n\nOn XX/XX/XXXX, I discovered that by XXXX XXXX XXXX account had been debited twice for the payoff, a total of {$62000.00}. See XXXX XXXX XXXX Statement showing double debit of the Second and Third Payoffs ( Exhibit 4 ). \n\nI immediately contacted XXXX XXXX XXXX about the double debit error. XXXX XXXX said someone would call me back in 48-72 hours. Nobody ever called until I called them. \n\nIn the meantime, on XX/XX/XXXX, I initiated a report with XXXX XXXX XXXX about an unauthorized withdrawal of {$31000.00} from my bank account. See XXXX XXXX XXXX Letter dated XX/XX/XXXX ( Exhibit 5 ). XXXX XXXX XXXX agreed that it was a double payoff, and reversed one of the payoffs on XX/XX/XXXX. See XXXX XXXX XXXX Statement showing XX/XX/XXXX reversal ( Exhibit 6 ). \n\nOn XX/XX/XXXX, XXXX XXXX XXXX reversed the other payoff. See XXXX XXXX XXXX Statement showing XX/XX/XXXX refund ( Exhibit 7 ). At this point, XXXX XXXX had reversed the First, Second, and Third Payoffs. \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that my payoff was returned for \" check truncation entry return. '' As a result, my XXXX XXXX XXXX account was re-opened. \n\nAfter approximately a week, I was able to correct the payoff problem. On XX/XX/XXXX, I authorized the fourth payoff ( \" Fourth Payoff '' ). See XXXX XXXX Bank Account Statement showing payoff on XX/XX/XXXX ( Exhibit 8 ). \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX sent an apology letter to me and backdating the Fourth Payoff to the date of the First Payoff, XXXX XXXX, XXXX. XXXX XXXX XXXX also sent me a check for interest that I paid on the Fourth Payoff. XXXX XXXX XXXX XXXX Letter dated XXXX. XXXX, XXXX ( \" You authorized a new payoff for {$31000.00} which posted on XX/XX/XXXX, and was made effective for XX/XX/XXXX. '' ) ( Exhibit XXXX ). \n\nDespite my multiple calls, four payoff attempts, and documentation showing XXXX XXXX XXXX 's errors, the marked my account late and reported me to credit agencies. I found out about this reporting on XX/XX/XXXX, while I was obtaining financing for a new home. This issue is causing me to either have a higher interest rate on my new home purchase, or to buy a lower rate by purchasing \" points '' for approximately {$4000.00}.","date_sent_to_company":"2021-07-06T20:00:31.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"20165","tags":null,"has_narrative":true,"complaint_id":"4519731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-07-06T20:00:26.000Z","state":"VA","company_public_response":null,"sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["This issue concerns XXXX XXXX XXXX 's internal <em>errors</em> in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing <em>errors</em>, XXXX XXXX failed to close my account and marked it late. \n\nI <em>conduct</em> my personal banking <em>through</em> XXXX XXXX. On or about XX/XX/XXXX, I purchased a used car."]},"sort":[12.5178175,"4519731"]},{"_index":"complaint-public-v1","_id":"4519730","_score":12.513301,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This issue concerns XXXX XXXX XXXX 's internal errors in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing errors, XXXX XXXX failed to close my account and marked it late. \n\nI conduct my personal banking through XXXX XXXX. On or about XX/XX/XXXX, I purchased a used car. The purchase was financed through XXXX XXXX XXXX for a total amount of {$38000.00}. \n\nOn XX/XX/XXXX, I paid off the XXXX XXXX XXXX loan in the full amount of the outstanding balance of {$31000.00} ( First Payoff ). See XXXX XXXX XXXX. XXXX, XXXX Letter ( Exhibit 1 ). I received a copy of the clear title from XXXX XXXX. \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that \" due to a system outage between XX/XX/XXXX and XX/XX/XXXX, we [ the bank ] did not withdraw funds from your bank account for the payoff that was submitted. '' XXXX XXXX XXXX XXXX. XXXX, XXXX Letter ( Exhibit 2 ). \n\nOn XX/XX/XXXX, I gave XXXX XXXX XXXX authorization to re-process the payoff amount of {$31000.00} ( \" Second Payoff '' ). See XXXX XXXX XX/XX/XXXX Letter ( Exhibit 3 ). \n\nXXXX XXXX failed to process the Second Payoff. On XX/XX/XXXX, I spoke with a XXXX XXXX XXXX representative who stated that the system did not reflect that my account was paid off and that there must have been an error in processing. The XXXX XXXX XXXX representative recommended authorizing another payoff of {$31000.00} ( \" Third Payoff '' ). \n\nOn XX/XX/XXXX, I discovered that by XXXX XXXX XXXX account had been debited twice for the payoff, a total of {$62000.00}. See XXXX XXXX XXXX Statement showing double debit of the Second and Third Payoffs ( Exhibit 4 ). \n\nI immediately contacted XXXX XXXX XXXX about the double debit error. XXXX XXXX said someone would call me back in 48-72 hours. Nobody ever called until I called them. \n\nIn the meantime, on XX/XX/XXXX, I initiated a report with XXXX XXXX XXXX about an unauthorized withdrawal of {$31000.00} from my bank account. See XXXX XXXX XXXX Letter dated XX/XX/XXXX ( Exhibit 5 ). XXXX XXXX Bank agreed that it was a double payoff, and reversed one of the payoffs on XX/XX/XXXX. See XXXX XXXX XXXX Statement showing XX/XX/XXXX reversal ( Exhibit 6 ). \n\nOn XX/XX/XXXX, XXXX XXXX XXXX reversed the other payoff. See XXXX XXXX Bank Statement showing XX/XX/XXXX refund ( Exhibit 7 ). At this point, XXXX XXXX had reversed the First, Second, and Third Payoffs. \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX informed me that my payoff was returned for \" check truncation entry return. '' As a result, my XXXX XXXX XXXX account was re-opened. \n\nAfter approximately a week, I was able to correct the payoff problem. On XX/XX/XXXX, I authorized the fourth payoff ( \" Fourth Payoff '' ). See XXXX XXXX Bank Account Statement showing payoff on XX/XX/XXXX XXXX Exhibit 8 ). \n\nBy letter dated XX/XX/XXXX, XXXX XXXX XXXX sent an apology letter to me and backdating the Fourth Payoff to the date of the First Payoff, XXXX XXXX, XXXX. XXXX XXXX XXXX also sent me a check for interest that I paid on the Fourth Payoff. XXXX XXXX XXXX XXXX Letter dated XXXX. XXXX, XXXX ( \" You authorized a new payoff for {$31000.00} which posted on XX/XX/XXXX, and was made effective for XX/XX/XXXX. '' ) ( Exhibit 9 ). \n\nDespite my multiple calls, four payoff attempts, and documentation showing XXXX XXXX XXXX 's errors, the marked my account late and reported me to credit agencies. I found out about this reporting on XX/XX/XXXX, while I was obtaining financing for a new home. This issue is causing me to either have a higher interest rate on my new home purchase, or to buy a lower rate by purchasing \" points '' for approximately {$4000.00}.","date_sent_to_company":"2021-07-06T20:00:31.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"20165","tags":null,"has_narrative":true,"complaint_id":"4519730","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2021-07-06T20:00:26.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["This issue concerns XXXX XXXX XXXX 's internal <em>errors</em> in timely processing my vehicle loan payoff and the bank 's subsequent delinquency notice on my credit report. I gave authorization to pay off the loan on four separate occasions. All of them are documented. Due to its own internal processing <em>errors</em>, XXXX XXXX failed to close my account and marked it late. \n\nI <em>conduct</em> my personal banking <em>through</em> XXXX XXXX. On or about XX/XX/XXXX, I purchased a used car."]},"sort":[12.513301,"4519730"]},{"_index":"complaint-public-v1","_id":"18873899","_score":9.918787,"_source":{"product":"Checking or savings account","complaint_what_happened":"Continuing Statement of Facts and Request for Immediate Regulatory Intervention Following the filing of my initial CFPB complaint, Bank OZK has represented through regulatory channels that I am a victim of fraud. However, Bank OZK has operated in no manner consistent with that position, as the following facts, testimony, documentation, and evidence will show. \n\nSince the filing of my prior complaint, I have continued to make repeated and documented attempts to obtain information, clarification, and resolution through both Bank OZK customer service channels and the XXXX branch. These efforts are reflected in call logs showing numerous outgoing calls, many of them lengthy in duration. Despite this, Bank OZK has not returned my calls, has not provided meaningful follow-up, has not escalated my complaints, and has not reached out to me proactively in any way. \n\nThe only communications I received during this time were negative and punitive letters, each of which arrived shortly after I pushed the matter, challenged the banks actions, or attempted to defend my account. At no point did Bank OZK reach out to explain the situation, provide documentation, or walk me through any legitimate investigative process. \n\nThroughout this entire period, my account remained restricted, and I had little to no access to : account details, transaction history, investigative findings, documentation supporting the banks claims, or any meaningful dispute mechanism. \n\nThe limited information I was eventually able to obtain was extremely difficult to acquire and came only through persistence and outside channels, not through any cooperation by Bank OZK. \n\n\nXX/XX/XXXX Escalation and XXXX of Federal Student Aid The next major escalation occurred on XX/XX/XXXX, when I contacted the XXXX  branch at approximately XXXX XXXX to determine how I could access my Federal Student Aid funds, which had deposited into my account and were not supposed to be touched. \n\nDuring this call, I spoke with XXXX XXXX, a Client Service Specialist at the Bank OZK XXXX branch located at XXXX XXXX XXXX XXXX. I asked XXXX XXXX about my student aid funds. She responded in a dismissive and disrespectful tone and stated, verbatim, We took it, followed by We can do that. \n\nThe amount taken was {$540.00}, which corresponds exactly to the amount reflected in Bank OZKs own written correspondence. This {$540.00} was not an overdraft. It was legitimate Federal Student Aid, which Bank OZK seized via setoff and applied toward the balance associated with an incorrectly deposited check, reducing the alleged balance to approximately {$9600.00}. \n\nI challenged this action and explained that Federal Student Aid funds are not supposed to be seized in this manner, particularly while an investigation is ongoing and while I had no access to information. The call lasted approximately XXXX XXXX, during which XXXX XXXX refused to provide documentation, refused to explain the legal basis for the XXXX, and remained argumentative. I was ultimately told that if I wanted further information, I would need to physically come into the branch. \n\nI did so the same day, arriving at the XXXX branch between approximately XXXX a.m. and XXXX a.m., which will be verifiable through bank security camera footage. \n\n\nIn-Branch Interaction, Risk System Discussion, and Discovery of Concealed Information Upon entering the branch, my initial point of contact was again XXXX XXXX XXXX The discussion expanded to include XXXX XXXX, identified as a Consumer Banking Relationship Specialist and believed to be branch management. \n\nDuring this interaction, I confronted them regarding : the seizure of my Federal Student Aid funds, the improper handling of the investigation, the lack of transparency, the refusal to provide documentation or account access, and the banks attempt to shift blame onto me rather than treat the situation as a bank error, which it was.\n\nI specifically raised the point that I believed the funds were mine not only based on my own claim, but because Bank OZKs own internal risk and fraud-detection systems initially treated the funds as legitimate. I explained that the deposit cleared through the banks systems, despite my account being restricted, which means : the transaction passed the banks automated checks, internal controls did not flag it as irregular at the time, and no immediate system-based fraud hold or rejection occurred.\n\nI further explained that the suggestion that no systems or checks would have stopped the transaction if it were irregular is not credible. Based on my long-standing experience with other major financial institutions, even routine and repetitive bill payments can trigger : card locks, transaction reviews, temporary holds, and verification requirements.\n\nThe assertion that Bank OZKs systems would not detect or interrupt a truly irregular transaction contradicts normal banking practice and undermines the banks position. \n\nBoth XXXX XXXX and XXXX XXXX were dismissive, evasive, and refused to meaningfully address these points. \n\nThe tone of the interaction changed abruptly once I disclosed that I had obtained previously concealed factual information from outside the XXXX  branchspecifically, that : the name associated with the deposited check was not mine, and the identifying information was multiple digits off, not a minor discrepancy. \n\nOnce XXXX XXXX realized I was aware of this information, she became visibly flustered and belligerent, raised her voice, and repeatedly demanded to know how I obtained that information, stating that whoever told you that is going to get fired. \n\nThe concern expressed was not that a grave and egregious error had been made against a longtime customer, but that someone had disclosed the truth. This reaction strongly indicates that the XXXX branch had access to this information and chose not to disclose it, instead continuing to act against me while concealing material facts. \n\nThis interaction, including XXXX XXXX statements and demeanor, will be verifiable via bank teller and lobby camera footage from the stated time window. \n\n\nPattern of Unfair, Deceptive, and Punitive Conduct Despite representing to regulators that I am a victim of fraud, Bank OZK has engaged in a pattern of conduct that includes : treating me as a debtor rather than a fraud victim, seizing {$540.00} in Federal Student Aid funds via setoff, restricting my account and access to information, refusing to provide documentation or explanation, escalating the matter to account closure, escalating to collections activity, reporting or threatening to report me to XXXX, and doing all of the above before providing transparency or allowing a meaningful dispute.This conduct is inconsistent with how a financial institution is expected to treat a consumer it claims is a fraud victim. \n\n\nHarm, Reputational Damage, and XXXX Impact The consequences of Bank OZKs actions have been immediate and severe. \n\nAs a direct result : I have been unable to open even a basic checking account, I have missed multiple financial and business opportunities, my long-standing banking history and financial reputation have been damaged, and my ability to utilize my VA home loan benefit has been significantly impacted.\n\nXXXX  reporting, even when later marked resolved, remains inherently derogatory and continues to affect : future banking access, lending decisions, interest rates, and institutional trust. \n\nI am a XXXX veteran, and this situation has now directly impacted my federal XXXX benefits and student aid tied to XXXX status. The ongoing uncertainty, public embarrassment of being denied banking services, and constant fear that additional accounts may be shut down have aggravated multiple XXXX, including anxiety and paranoia. \n\nThis is not speculative harm. It is ongoing and escalating. \n\n\nRequest for Immediate Regulatory Intervention and Relief Bank OZK is fully aware of what is occurring, particularly at the XXXX branch, and has continued its course of action despite knowing the harm being caused. I am therefore requesting immediate regulatory intervention before cascading or permanent damage is done. \n\nI respectfully request : immediate suspension, correction, or suppression of all adverse reporting, including XXXX  ; reversal and full accounting of the {$540.00} in Federal Student Aid funds seized via setoff ; written reconciliation and documentation supporting the alleged balance ; disclosure of investigative findings and transaction-level records ; independent review of the XXXX branchs conduct ; and oversight to prevent further deceptive, retaliatory, or punitive actions.\n\nI am seeking assistance through multiple regulatory agencies, as this matter implicates unfair and deceptive practices, improper handling of federal benefits, and disability-related harm. \n\nGiven the irreversible nature of reputational and reporting damage once it spreads, immediate intervention is necessary, not delayed review.","date_sent_to_company":"2026-01-20T22:37:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30034","tags":"Servicemember","has_narrative":true,"complaint_id":"18873899","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OZK","date_received":"2026-01-20T22:16:52.000Z","state":"GA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I respectfully request : immediate suspension, correction, or suppression of all adverse reporting, including XXXX  ; <em>reversal</em> and full accounting of the {$540.00} in Federal Student Aid funds seized via setoff ; written reconciliation and documentation supporting the alleged balance ; disclosure of investigative findings and transaction-level records ; independent review of the XXXX branchs <em>conduct</em> ; and oversight to prevent further deceptive, retaliatory, or punitive actions."]},"sort":[9.918787,"18873899"]},{"_index":"complaint-public-v1","_id":"16859092","_score":9.211656,"_source":{"product":"Credit card","complaint_what_happened":"1. Introduction At this time XX/XX/XXXX Goldman Sach not honoring and notr refunded any cent to me This document outlines the case of Claimant, XXXX XXXX, against Respondent, Goldman Sachs Bank USA ( \" the Bank '' ), concerning the systemic mishandling of her Apple Card account over a period of more than four years. This dispute is not a series of isolated customer service issues, but a documented pattern of persistent billing errors, improper dispute reversals, inaccurate credit reporting, discriminatory practices, and bad-faith conduct by the Bank. The following chronological narrative will demonstrate the Bank 's violations of multiple federal and state consumer protection laws, which have inflicted significant financial, reputational, and emotional harm upon the Claimant. 2.\nThe Genesis of the Dispute : An Unresolved Charge Ignites a Pattern of Failure ( XXXX XXXX XXXX ) The initial incident that sparked this protracted dispute serves as a microcosm of the systemic failures that would plague XXXX XXXX for years. The Bank 's handling of a single disputed transaction for a non-delivered product reveals a foundational breakdown in its billing and dispute resolution processes, setting a precedent of error and distrust.\n\nThe dispute originated from a XXXX * * XXXX XXXX purchase made in XX/XX/XXXX. The product was never delivered to XXXX XXXX. Despite this, the Bank proceeded to improperly bill her for eight separate monthly installments of * * XXXX, including in XX/XX/XXXX, XX/XX/XXXX, and six further charges in XXXX. These repeated billings for a phantom product resulted in over {$780.00} in unauthorized charges, interest, and related fees. \n\nThe Bank 's actions regarding this matter were contradictory and negligent. After years of improper billing and failed dispute resolutions, the Bank finally admitted in a formal response to the Consumer Financial Protection Bureau ( CFPB ) that an \" inadvertent processing error occurred '' concerning this dispute. However, this admission came only after profound harm had already been done, with the credit for this charge only being made permanent on XX/XX/XXXX, XXXXnearly four years after the initial transaction. This unresolved issue established a foundation of error and distrust, precipitating a wider breakdown in account management that continues to this day. \n\n3. A System-Wide Breakdown : Pervasive Errors and Security Lapses ( XXXX - XXXX ) The initial billing error was not an anomaly but the first sign of a complete breakdown in the Bank 's dispute resolution process, as mandated by federal law. Evidence demonstrates that the Bank 's systems were incapable of correctly processing disputes, leading to a cycle of errors that harmed XXXX XXXX repeatedly over four years. \n\nThis systemic failure is evidenced by the sheer volume of issues ; XXXX XXXX was forced to file at least 67 transaction disputes between XX/XX/XXXX and XX/XX/XXXX. These were not isolated incidents but part of a recurring pattern where the Bank would issue a temporary credit only to reverse it later without proper investigation or justification. This flawed cycle is clearly illustrated by a XXXX XXXX transaction from the XX/XX/XXXX statement : Date Action Amount Result XX/XX/XXXX DISPUTE CREDIT - {$160.00} Temporary credit applied. \n\nXX/XX/XXXX DISPUTE REVERSAL + {$160.00} Credit improperly reversed without resolution. \n\nThis pattern of mismanagement extended to critical security failures. In XX/XX/XXXX, XXXX XXXXXXXX XXXX XXXXXXXX was stolen. She immediately reported the theft to XXXX with instructions to lock the card and secure the account. Despite this timely notification, the Bank failed to take effective action, allowing criminals to make over {$1000.00} in unauthorized charges. This documented pattern of mishandling disputes and failing to secure the account after being notified of theft constitutes a clear abrogation of the Bank 's statutory duties under the Fair Credit Billing Act ( FCBA ) and the Electronic Fund Transfer Act ( EFTA ).\n\n4. Compounded Harm : Devastating Credit Damage and Discriminatory Barriers The Bank 's procedural failures were not victimless errors ; they inflicted profound, tangible, and lasting financial and personal harm upon XXXX XXXX. This harm was compounded by discriminatory practices that systematically blocked her access to resolution, creating an inescapable cycle of financial distress and frustration.\n\nFirst, the Bank violated the Fair Credit Reporting Act ( FCRA ) by furnishing inaccurate and derogatory information to credit reporting agencies. On XX/XX/XXXX, the Bank reported XXXX XXXXXXXX XXXX account as \" Charged Off. '' This severely negative report was inherently false and misleading because it was based on a balance containing disputed amountsincluding the {$630.00} chargethat the Bank itself later admitted were the result of its own \" processing error. '' Reporting this balance as \" Charged Off '' constitutes a willful violation of the FCRA, 15 U.S.C. 1681s-2, as the Bank furnished information to credit reporting agencies that it knew, or consciously disregarded the risk that it was, inaccurate, given its own admission of a foundational \" processing error. '' Second, the Bank violated California 's Unruh Civil Rights Act through discriminatory practices. XXXX XXXX has a documented XXXX  XXXX, a fact of which the Bank was informed. Despite this, the Bank systematically insisted on voice authentication as a primary method for account security and dispute resolution. This rigid, one-size-fits-all protocol repeatedly denied her full and equal access to the services necessary to protect her account and address the Bank 's errors. These barriers were particularly egregious during a period when XXXX XXXX was medically incapacitated due to a tracheotomy, rendering voice communication impossible. The Banks failure to provide this reasonable accommodation was not a separate, isolated harm ; it was the primary barrier that prevented XXXX XXXX from addressing the cascade of other billing and security failures, thus compounding the financial and emotional damages. This failure constitutes a distinct and actionable violation of California 's Unruh Civil Rights Act, which guarantees all persons equal access to business services regardless of disability.\n\n5. Evidence of Willful Bad Faith : Coercion and Breach of Promise ( XXXX ) The Bank 's pattern of conduct culminated in recent actions that demonstrate a shift from gross negligence to willful, bad-faith behavior. These events show a deliberate and calculated effort to leverage its position to the detriment of XXXX XXXX, providing unequivocal evidence of oppression and fraud. \n\nIn XX/XX/XXXX, the Bank engaged in coercive conduct. It was holding an accepted refund of XXXXXXXX XXXX XXXX that was due to XXXX XXXX since XX/XX/XXXX. The Bank 's representatives conditioned the release of these funds on a coercive requirement : XXXX XXXX had to agree to close a separate, valid * XXXX XXXX dispute related to a XXXX computer. \n\nForced into an impossible position and seeking to recover the larger sum, the Claimant complied with this condition. However, the Bank subsequently failed to honor its promise. To date, the {$3800.00} refund remains uncredited to her account. This sequence of events is a textbook case of fraudulent inducement and a clear breach of the covenant of good faith and fair dealing. This incident is not a misunderstanding ; it is unambiguous evidence of a willful, oppressive, and fraudulent pattern of conduct that justifies punitive measures.\n\n6. Summary of Legal Violations and Causes of Action The aforementioned facts, supported by extensive documentation, constitute multiple and severe violations of federal and state law. The following is a summary of the causes of action against the Respondent : Violation of the Fair Credit Billing Act ( FCBA )/ TILA : The Bank failed to properly investigate and resolve 67 disputes in a timely manner as required by law. It illegally assessed unauthorized installment charges for a non-delivered item and is currently engaged in an ongoing violation by illegally retaining the {$3800.00} accepted refund.\n\nViolation of the Fair Credit Reporting Act ( FCRA ) : The Bank willfully furnished inaccurate and derogatory information to credit reporting agencies by reporting the account as \" Charged Off '' based on a balance that it knew, or should have known, included amounts resulting from its own admitted processing errors.\n\nViolation of California 's Unruh Civil Rights Act : The Bank denied a person with a permanent XXXX  XXXX full and equal access to its account and security services by systematically insisting on discriminatory voice authentication protocols, failing to provide reasonable accommodation even when aware of the Claimant 's medical incapacitation.\n\nFraudulent Inducement & Breach of Contract : The Bank coerced the Claimant to close a valid {$500.00} dispute under the false pretense and fraudulent promise of releasing a {$3800.00} refund, which the Bank then failed to do, constituting a clear breach of its duty of good faith and fair dealing.\n\n7. Conclusion and Prayer for Relief The evidence presented demonstrates a multi-year pattern of systemic and willful misconduct by Goldman Sachs Bank USA. The Banks actions and failures have caused severe and\nmultifaceted harm to XXXX XXXX, including direct financial loss, catastrophic damage to her credit and reputation, and significant emotional distress resulting from years of battling a faceless and unresponsive institution that unlawfully discriminated against her. To remedy these harms, the Claimant respectfully requests that the Arbitrator issue an Award encompassing the following relief.\n\nFirst, an award for Actual Damages to make the Claimant whole : Category Amount Claimed Justification FCBA Restitution ( Held Funds ) {$3800.00} Immediate release of Accepted Refund held since XX/XX/XXXX. \n\nFCBA/Contract Overpayments {$780.00} Restitution for eight unauthorized installments on non-delivered item.\n\nLoss from Fraudulent Condition {$500.00} Loss from the XXXX dispute Claimant was forced to close.\n\nOther Documented Fraud Losses {$4500.00} Losses from other documented disputes and improper charges.\n\nTotal Actual Damages {$9700.00} Second, an award for General Damages of {$50000.00} as compensation for the severe emotional distress, XXXX, and humiliation caused by years of financial uncertainty, the destruction of her credit standing, and the degrading experience of disability discrimination.\n\nThird, an award for Litigation Expenses of {$1800.00}, representing compensation for 90 hours of uncompensated time XXXX XXXX was forced to spend compiling evidence, documenting errors, and preparing for this arbitration as a direct result of the Bank 's misconduct.\n\nFinally, the Claimant seeks Statutory, Injunctive, and Punitive Relief, including : An order compelling the Bank to direct all major credit reporting agencies to immediately delete the \" Charged Off '' status and all related negative tradelines from the Claimant 's credit files.\n\nAn order requiring the Bank to implement and maintain a permanent, secure, non-voice authentication protocol for customers with documented XXXX  XXXX. \nAn award of statutory and punitive damages sufficient to punish the Bank for its willful, oppressive, and fraudulent conduct and to deter such conduct in the future. \nReimbursement of all XXXX XXXX filing fees. \nThis relief is necessary and justified to make the Claimant whole and to hold the Respondent accountable for its sustained and egregious violations of the law. \n\n\n\nXXXX XXXX XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX wrote : .DEMAND SUBMISSION - XXXX AMENDED STATEMENT OF CLAIM AND PRE-HEARING BRIEF XXXX XXXX CASE NO. : XXXX CLAIMANT RESPONDENT XXXX XXXX GOLDMAN SACHS BANK USA DATE OF AMENDED FILING : XX/XX/XXXX Claimant XXXX XXXX submits this Amended Statement of Claim against Respondent Goldman Sachs Bank USA ( \" Goldman Sachs '' or \" Bank '' ) for willful, systemic, and fraudulent violations of federal and state consumer protection laws.\n\nI. JURISDICTION AND STATEMENT OF MATERIAL FACTS The Bank 's conduct spans over four years and constitutes a pattern of violations under the Fair Credit Billing Act ( FCBA ), the Fair Credit Reporting Act ( FCRA ), and the Unruh Civil Rights Act.\n\nA. Systemic Failure to Resolve Billing Errors ( FCBA Violations ) Unauthorized Installment Overpayments : Despite a XX/XX/XXXX XXXX Store purchase for {$630.00} being non-delivered, the Bank improperly billed the Claimant for eight separate monthly installments of {$53.00} ( including XX/XX/XXXX, XX/XX/XXXX, and six further charges in XXXX ). These charges led to over {$780.00} in unauthorized principal, interest, and fees.\n\nBank 's Admission of Error : The Bank later confirmed in its official response that an \" inadvertent processing error occurred '' regarding the {$630.00} dispute, which was finally made permanent on XX/XX/XXXX, nearly four years after the initial transaction.\n\nContinuing FCBA Violation : The Bank is currently holding an Accepted Refund amount of {$3800.00} since XX/XX/XXXX. The failure to credit these acknowledged funds is a fresh, continuing violation of the FCBA.\n\nB. Fraudulent Inducement and Coercive Practices Fraudulent Condition : In XX/XX/XXXX, the Bank conditioned the release of the {$3800.00} held refund via direct deposit on the Claimant being forced to close a separate {$500.00} XXXX XXXX computer dispute.\n\nBreach of Promise : The Claimant complied by closing the {$500.00} dispute ; however, the Bank failed to honor its promise, and the {$3800.00} refund remains uncredited as of this filing. This action constitutes fraudulent inducement and a breach of the duty of good faith.\n\nC. Discrimination and Inaccurate Credit Reporting ( Unruh Act/FCRA ) Disability Discrimination ( Unruh Act ) : The Claimant, who has a documented XXXX  XXXX, was repeatedly denied equal access to account security and dispute resolution services because the Bank systematically insisted on voice authentication.\n\nInaccurate Credit Reporting ( FCRA ) : The Bank reported the account as \" Charged Off '' on XX/XX/XXXX. This negative report was inherently inaccurate because it was based on a balance that included disputed amounts, which the Bank subsequently admitted were subject to its own \" processing error ''.\n\nII. CAUSES OF ACTION No.\n\nCause of Action Legal Basis and Key Facts I.\n\nVIOLATION OF THE FAIR CREDIT BILLING ACT ( FCBA )/ TILA Failure to investigate and correct billing errors ( the 67 disputes ). Illegal assessment of eight unauthorized {$53.00} installments. Illegal retention of the {$3800.00} held refund.\n\nII.\n\nVIOLATION OF THE FAIR CREDIT REPORTING ACT ( FCRA ) Negligent and willful non-compliance in furnishing inaccurate information by reporting the account as \" Charged Off '' on XX/XX/XXXX, based on a balance that included amounts the Bank later admitted were erroneous.\n\nIII.\n\nVIOLATION OF CALIFORNIA 'S UNRUH CIVIL RIGHTS ACT Denying a person with a permanent XXXX  XXXX full and equal access to security and account services by insisting on discriminatory voice authentication protocols.\n\nIV.\n\nFRAUDULENT INDUCEMENT & BREACH OF CONTRACT Coercing the Claimant to close the {$500.00} dispute under the false pretense and fraudulent promise of immediately releasing the {$3800.00} refund.\n\nIII. RELIEF SOUGHT Claimant demands an Award against Goldman Sachs Bank USA, including but not limited to : A. ACTUAL DAMAGES ( Restitution and Financial Loss ) Category Claimed Amount Legal Basis FCBA Restitution ( Held Funds ) {$3800.00} Immediate release of the Accepted Refund on Hold since XX/XX/XXXX. \nFCBA/Contract Overpayments {$780.00} Full restitution for the eight unauthorized {$53.00} installments ( XX/XX/XXXX, XX/XX/XXXX, and six in XXXX ) and related interest/fees.\n\nLoss from Fraudulent Condition {$500.00} Loss from the {$500.00} XXXX dispute which Claimant was forced to close.\n\nFraud Losses ( Other ) {$4500.00} Losses from other documented disputes and charges.\n\nB. GENERAL DAMAGES ( Emotional Distress and Pain/Suffering ) Claim Category Justification for Damages Requested Amount Unruh Civil Rights Act / FCRA Compensation for severe emotional distress, anxiety, and humiliation caused by disability discrimination, years of financial uncertainty, and the resulting credit damage.\n\n{$50000.00} C. LITIGATION EXPENSES ( Compensation for Lost Time ) Claimant seeks compensation for the specific, uncompensated time ( 90 hours ) required to resolve and compile evidence for issues created by the Bank 's negligence and willful conduct, calculated at a rate of {$21.00} per hour.\n\nActivity Log Example Estimated Hours Spent Rate Cost Claimed Dispute Filing and Follow-Up 30 hours {$21.00} {$630.00} Evidence Compilation and Review ( 1,323 pages ) 40 hours {$21.00} {$840.00} XXXX XXXX Preparation 20 hours {$21.00} {$420.00} TOTAL TIME LOSS CLAIMED 90 Hours {$21.00} {$1800.00} D. STATUTORY, INJUNCTIVE, AND PUNITIVE RELIEF Statutory Damages : For willful violations of the FCRA, FCBA ( twice the finance charges ), and a minimum of {$4000.00} per instance of discrimination under the Unruh Act.\n\nInjunctive Relief : An Order compelling the Bank to immediately delete the \" Charged Off '' status and all negative credit reporting.\n\nPolicy Change : An Order requiring the Bank to implement a permanent, secure, non-voice authentication and resolution protocol for customers with documented XXXX  XXXX. \nPunitive Damages : Punitive damages are warranted due to the Bank 's evidence of willful, oppressive, and fraudulent conduct, including the admitted \" processing error '' and the fraudulent inducement scheme. \nFees : Reimbursement of all XXXX XXXX filing fees, costs, and attorney 's fees incurred by the Claimant","date_sent_to_company":"2025-10-29T02:31:42.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"92231","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"16859092","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2025-10-29T01:51:23.000Z","state":"CA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["knew, or consciously disregarded the risk that it was, inaccurate, given its own admission of a foundational \" processing <em>error</em>. '' Second, the Bank violated California 's Unruh Civil Rights Act <em>through</em> discriminatory practices."]},"sort":[9.211656,"16859092"]},{"_index":"complaint-public-v1","_id":"21690276","_score":9.045479,"_source":{"product":"Mortgage","complaint_what_happened":"Re : FHB Servicing Errors and Violations ( False Balance on Closed and Paid Off HELOC ) This letter constitutes a formal Notice of Errors and Violations by FIRST HAWAIIAN BANK under 12 C.F.R. 1024.35 regarding the servicing, payoff, and subsequent handling of my HELOC Summary Borrower refinanced his home with XXXX XXXX. The existing HELOC with First Hawaiian Bank was Paid Off and Closed as part of the refinancing.\n\nFirst Hawaiian Bank ( FHB ) issues a Payoff Statement requiring {$200000.00} to pay off and close the HELOC. \nXXXX XXXX XXXX XXXX XXXX wires {$200000.00} to FHB, ( matching the amount in FHBs Payoff Statement ) and Closed Escrow on the refinance.\n\nFHB provides written confirmation to Borrower that the HELOC was Paid-Off and Closed FHB Re-Opens the Paid-Off and Closed HELOC and applies an Unsupported, False Balance without providing any reason for its actions, without providing documentation, and without Notice to Borrower. Any alleged shortage was never disclosed by FHB.\n\nFHB reports inaccurate information to the credit bureaus based on the False Balance that it applied to the improperly Re-Opened HELOC FHB improperly charged interest to the Borrower for months based on the False Balance FHB improperly withdrew funds from Borrowers bank account to pay improper interest charges, without authorization of the account holder and without notice to account holder To date, FHB has failed to provide any documentation supporting its position, has failed to take any corrective action despite multiple requests and notification that its actions constitute a violation of the law and are causing financial harm to the Borrower 1. Payoff Statement and\nEscrow Closing On XX/XX/XXXX, First Hawaiian Bank ( FHB ) issued a written HELOC Payoff Statement : indicating : TOTAL PAYOFF : {$200000.00}. \nOn XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  ( XXXX XXXX ) closed escrow on my refinance and wired {$200000.00} to FHB, exactly matching the amount demanded by FHB. \nOn XX/XX/XXXX, XXXX XXXX issued a written confirmation stating : XXXX XXXX XXXX wired {$200000.00} to FHB which was precisely the amount demanded and did so pursuant to and in reliance upon the Payoff Statement.\n\nMy Borrowers Settlement Statement likewise reflects a Loan Payoff to First Hawaiian Bank in the amount of {$200000.00}.\n\nThe HELOC Account History shows Principle Payments equaling the amount of the account balance owing prior to HELOC closure. Evidencing the loan was paid in full Any alleged shortage was never disclosed by FHB. To Date, no documentation in support of any alleged shortage has been provided by FHB.\n\n2. FHB Provides Written Confirmation that the HELOC was Paid Off and Closed XX/XX/XXXX In response to my email requesting : Kindly confirm that the HELOC was Paid Off and Closed, two FHB employees confirmed in writing that the HELOC was Paid Off and Closed, as follows : XX/XX/XXXX FHB Confirmation # 1 : From : XXXX XXXX ( XXXX ) I see it is showing as closed in our system. \nSCREENSHOT ATTACHED SHOWING {$0.00} BALANCE XX/XX/XXXX FHB Confirmation # 2 : From : XXXX XXXX ( XXXX ) Your HELOC was paid off and closed XX/XX/XXXX. \nOn XX/XX/XXXX, the HELOC was no longer visible on my FHB online banking dashboard when I signed in to my online FHB account 3. FHB Re-Opened the CLOSED and PAID-OFF HELOC and Applied a False Balance to the Account Despite confirming, in writing, that the HELOC was PAID-OFF and CLOSED : On XX/XX/XXXX, FHB Re-Opened the Closed and Paid-Off HELOC and Applied an Unsupported, False Balance to the Account Subsequent Account Details ( attached ) show : Total Outstanding False Balance : {$9000.00} Total Credit Line Improperly Reported : {$9000.00} Interest YTD : {$7500.00} ( as of XX/XX/XXXX ) The outstanding balance is not legitimate and exists solely because FHB, in violation of RESPA and FCRA, wrongfully applied an Undocumented , False Balance to a Closed and Paid Off HELOC 4. Wrongful Interest Charges Applied and Automatic Payments Drafted by FHB FHB improperly charged Interest on the Undocumented, False Balance FHB, without the Approval of or Notice to the Account Holder, initiated automatic withdrawals from my bank account to pay the wrongful interest charges on the False Balance Using FHBs own Account Details and transaction history : A. Wrongful Interest Interest YTD before payoff ( XX/XX/XXXX ) : {$6500.00} Interest YTD after payoff ( XX/XX/XXXX ) : {$7500.00} Wrongful Interest charged after payoff : {$1000.00} B. Wrongful Automatic Withdrawals FHB withdrew automatic payments to satisfy interest charges applied to the false balance, without Notice, Documentation, or Borrower Authorization : {$1000.00} in interest {$1100.00} in improperly drafted payments Total wrongful charges through XX/XX/XXXX : {$2200.00} These charges were taken after the loan was paid off and after FHB confirmed the account was closed.\n\n5. FHB Reported Inaccurate Information to Credit Bureaus FHB Improperly Reported : a {$10000.00} balance on a closed and paid off HELOC Credit Line Suspended an active HELOC account This inaccurate reporting has harmed my credit profile and is currently impeding my ability to refinance. \n\n6. Communications And Failed Resolution 6.1 Emails to FHB Requesting Correction Multiple attempts to resolve the issue by Borrower FHB ignored or failed to respond to Borrower No correction made despite documentation proving HELOC payoff and closure Calls not returned ; questions unanswered by FHB 6.2 Evidence of Non Response by FHB Employees who confirmed closure did not resolve the error No explanation provided for payoff reversal To date, FHB has provided no documentation supporting its actions In three separate emails spanning multiple months ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ), FHB claimed to be still investigating the matter. No findings were ever communicated, and no corrective action was taken.\n\nDespite repeated outreach and documentation, FHB did not correct the False Balance, stop wrongful charges or take any other corrective action 7. Harm and Potential Additional Damages FHBs errors have caused and are causing ongoing harm, including but not limited to : Wrongful withdrawals and wrongful interest charges Improper charges for interest, fees, and minimum payments on a loan that was paid off and closed ; Wrongful negative credit reporting. The appearance of an outstanding balance and adverse comments on Borrowers credit reports ; Ongoing Harm to Refinancing : I am currently in the process of applying for a refinance loan. FHBs Errors and Violations are causing continual and ongoing financial harm, including, without\nlimitation, delaying underwriting, threatening my interest rate and loan eligibility, jeopardizing closing and interfereing with my ability to obtain a new refinance loan on optimal terms.\n\nIf FHBs errors and/or its failure to promptly correct such errors results in any adverse impact to my pending refinance, including, but not limited to, rate increases, loan denial, or closing delays I will consider such harm to be a direct result of FHBs servicing errors and violations and its failure to resolve said issues in a timely manner. This shall serve as notice that I reserve all rights and remedies available under federal and state law.\n\n8. Errors Asserted Under 12 C.F.R. 1024.35 I assert the following documented Servicing Errors and Violations by FHB : 1. Failure to Provide Required Written Notice of Significant Account Changes Regulation Z 12 C.F.R. 1026.9 ( c ) ( 1 ) ( i ) Requires written notice before a creditor makes a significant change to a home secured credit account. \nFHB Violations : Reopened the HELOC Added a {$10000.00} balance Reversed the payoff Resumed interest and withdrawals Reported the account as active No written notice was provided.\n\nThis is a direct violation.\n\n2. Failure to Provide Adverse Action Notice ECOA / Regulation B 12 C.F.R. 1002.9 Requires written notice when a creditor : Suspends a credit line Changes terms Reports adverse information FHB Violation : FHB reported the HELOC as active with Credit Line Suspended without issuing an adverse action notice. \n\n3. Failure to Provide Notice Before Furnishing Negative Credit Information Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681s 2 ( a ) ( 7 ) Requires notice to the consumer before furnishing negative information to credit bureaus.\n\nFHB Violation : Reported the HELOC as active with derogatory status without notifying the borrower.\n\n4. Failure to Provide Documentation Supporting Claimed Indebtedness RESPA 12 U.S.C. 2605 ( e ) Requires servicers to provide documentation supporting their position when a borrower disputes an account. \nFHB Violation : FHB has not produced any documentation supporting its claim that {$10000.00} is owed.\n\n5. Unfair or Deceptive Acts or Practices ( UDAP ) HRS 480 2 Prohibits unfair or deceptive acts in commerce.\n\nFHB Violations : Reopening a paid off HELOC Adding an unsupported balance Failing to notify the borrower Failing to provide documentation Continuing to charge interest Reporting inaccurate information Each of these is independently unfair and deceptive.\n\n6. Failure to Maintain Accurate Account Records RESPA 12 U.S.C. 2605 ( k ) ( 1 ) ( C ) Regulation X 12 C.F.R. 1024.38 ( a ) Servicers must maintain accurate and complete account information.\n\nFHB Violation : Created an erroneous balance of {$10000.00} after payoff. \n\n7. Wrongful Assessment of Fees and Interest Regulation X 12 C.F.R. 1024.35 ( b ) ( 5 ) Prohibits charging fees or interest not permitted by the loan.\n\nFHB Violation : Charged {$2200.00} in interest and withdrawals after the loan was paid off.\n\n8. Failure to Apply Payoff Properly Regulation Z 12 C.F.R. 1026.36 ( c ) ( 3 ) Requires lenders to accept a payoff statement amount as full satisfaction of the loan once the borrower tenders that amount.\n\nViolation : FHB reversed the payoff after confirming the loan was paid in full.\n\n9. Failure to Correct Servicing Errors Regulation X 12 C.F.R. 1024.35 ( b ) ( 1 ), ( b ) ( 3 ), ( b ) ( 5 ), ( b ) ( 11 ) Defines servicing errors including : Failure to apply payments correctly Imposing charges not permitted by the loan Providing inaccurate information Failing to respond to borrower inquiries Violation : FHBs payoff reversal and post payoff charges fall squarely within these categories.\n\n10. Failure to Comply with Hawaii Mortgage Servicer Requirements HRS 454F 4 Requires servicers to : Apply payments accurately Maintain truthful records Conduct servicing in a fair and honest manner Violation : FHBs reversal of a valid payoff and creation of an erroneous balance violates these duties.\n\n11. Failure to Provide Notice of HELOC Suspension or Adverse Action Regulation B ( ECOA ) 12 C.F.R. 1002.9 Requires written notice when a creditor takes adverse action on a credit line.\n\nViolation : FHB reported Credit Line Suspended without issuing an adverse action notice.\n\n12. Improper Withdrawal of Funds Without Authorization or Notice Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693e ( a ) requires that electronic fund transfers be authorized in writing by the account holder and that the consumer receive notice of such transactions. Regulation X 12 C.F.R. 1024.35 ( b ) ( 6 ) and ( b ) ( 10 ) defines servicing errors including failure to properly apply payments and imposing charges not permitted by the loan agreement. Consumer Financial Protection Act ( UDAAP ) 12 U.S.C. 5531 & 5536 prohibits unfair, deceptive, or abusive acts or practices in connection with consumer financial products. Truth in Lending Act ( TILA ) Regulation Z 1026.9 ( c ) requires written notice of any new charges or changes in account terms.\n\nFHB Violations : Initiated unauthorized electronic withdrawals from borrowers account to pay interest on a false balance. Failed to obtain account holder written authorization or provide notice of withdrawals. Assessed interest on a non existent debt after payoff confirmation. Misrepresented the existence of a valid balance and treated it as collectible debt. Failed to correct the error despite borrowers repeated notifications. \nEach withdrawal constitutes an unauthorized electronic fund transfer and a servicing error under 12C.F.R.1024.35 ( b ) ( 6 ) and ( b ) ( 10 ), as well as violations of EFTA, TILA , and UDAAP.\n\n11. Preservation of Rights, Notice of Non-Waiver This Notice of Errors and Violations is submitted pursuant to 12 C.F.R. 1024.35. Please treat it as such and respond within the timeframes required by law. Nothing in this letter should be construed as a waiver of any rights, claims, or remedies I may have against FHB, and I expressly reserve all rights and remedies under applicable federal and state law.\n\n12. Attachments and Supporting Documentation Attached, please find the following documents : 1.1 FHB Payoff Statement ( XX/XX/XXXX ) Payoff amount demanded : {$200000.00} Issued by FHB Consumer Credit Service Center.\n\n1.2 Borrowers Settlement Statement ( XX/XX/XXXX ) Shows {$200000.00} wired to FHB by XXXX XXXX XXXX. \nConfirms payoff was funded exactly as demanded. \nXXXX Old XXXX Title Payoff Letter ( XX/XX/XXXX ) XXXX Wire Confirmation ( XX/XX/XXXX ) Confirms XXXX XXXX wired the exact payoff amount demanded. \nXXXX Old XXXX Title Payoff Confirmation Letter ( XX/XX/XXXX ) Confirms XXXX XXXX wired the exact payoff amount demanded. \nStates any alleged shortage was not disclosed by FHB.\n\n1.6 FHB CONFIRMATIONS OF PAYOFF & CLOSURE 1 Email from FHB Loan Officer ( XX/XX/XXXX ) Your HELOC was paid off and closed XX/XX/XXXX. \n2 Email from FHB Personal Banking Officer ( XX/XX/XXXX ) I do see it is showing as closed in our system.\n\nThese emails confirm the loan was closed in FHBs system.\n\n1.7 FHB ACCOUNT HISTORY SHOWING PAYOFF REVERSAL Shows Principle Payments demonstating HELOC Paid in Full XX/XX/XXXX Payment {$82000.00} XX/XX/XXXX Payment {$9000.00} XX/XX/XXXX Payment {$200000.00} Shows the following critical entries : XX/XX/XXXX Regular Payoff + {$200000.00} XX/XX/XXXX Reversal {$200000.00} 1.8 FHB XXXX Account Balance Shows an Account Balance equal to the Payoff Statement 1.9 Email from Refinancing Lender ( XXXX XXXX ) Shows financial harm caused by FHB improper credit reporting, Re-Opening the Closed and Paid HELOC and Application of a False Balance on reopened HELOC","date_sent_to_company":"2026-04-29T00:40:03.000Z","issue":"Incorrect information on your report","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"23452","tags":null,"has_narrative":true,"complaint_id":"21690276","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIRST HAWAIIAN, INC.","date_received":"2026-04-29T00:18:28.000Z","state":"VA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["If FHBs <em>errors</em> and/or its failure to promptly correct such <em>errors</em> results in any adverse impact to my pending refinance, including, but not limited to, <em>rate</em> increases, loan denial, or closing delays I will consider such harm to be a direct result of FHBs servicing <em>errors</em> and violations and its failure to resolve said issues in a timely manner. This shall serve as notice that I reserve all rights and remedies available under federal and state law.\n\n8."]},"sort":[9.045479,"21690276"]},{"_index":"complaint-public-v1","_id":"16279450","_score":7.0121813,"_source":{"product":"Mortgage","complaint_what_happened":"This is in response to the investigation of my first complaint against XXXX XXXX XXXXXXXX and their loss mitigation department. Their response shows they did not do due diligence in researching my complaint for errors on their end. If they did, they would find that my XXXX request for mortgage assistance beginning XX/XX/XXXX through this entire month have not been acted upon within the company. I have main emphasis on the dates of XX/XX/XXXX through the next weeks thereafter. As I have called and told them on the XXXX and XXXX of XX/XX/XXXX that I became employed. Multiple representatives between these dates told me a loan modification or assistance package was sent out and it would take XXXX days for me to receive it in the mail. To this date, I never received these mailed documents. It wasnt until the last XXXX weeks of XXXX that I was able to talk to XXXX representatives to help me gain mortgage assistance. On XX/XX/XXXX or XXXX a representative told me that a finanical interview needed to be conducted in order for me to request assistance again. This was not done on the XXXX or XXXX or any date after it was known to Bank of America I was employed. It also wasnt until XX/XX/XXXX or XXXX when another representative told me the website and fax number I could obtain the request for mortgage assistance myself because the company kept telling me to use the online portal called their loan solution center. I told them numerous times, all before XX/XX/XXXX and after this date that I did not have access to do anything on this site because it was still saying I have an active request for mortgage assistance as of XX/XX/XXXX despite being denied for mortgage assistance at the end of XXXX. The foreclosure status was placed on my home on XX/XX/XXXX. Outside of these XXXX representatives- the one who did the financial interview on XX/XX/XXXX or XXXX, and the one who I spoke with on the XXXX or XXXX. Everyone else has told me conflicting information. They also said they were working to get me access to the loan solution center and they never did. I was not able to access the website until I faxed them documentation on XX/XX/XXXX and on XX/XX/XXXX I finally have access. \n\n\nBelow is my formal complaint I faxed to bank of Americas loss mitigation team on XX/XX/XXXX. This is in response to a letter I received on XX/XX/XXXX after they had investigated my original complaint. \n\nDear Loss Mitigation Team, This is my formal complaint in response to your prior reply regarding my loss mitigation request. Your response is inaccurate and fails to address serious errors that occurred between XX/XX/XXXX and XX/XX/XXXX. For that reason, I am sending in another complaint to refute your findings on my previous complaint. I never stated I did not apply for mortgage assistance in the past. I stated that the previous experiences with the mortgage assistance in the loss mitigation has been contradictory and ultimately negatively impacted me. EVERY request for assistance should be throughly and accurately reviewed and followed up on in according with the CFPB and your own rules and regulations as a company. Between the dates of XXXX XXXX current Bank of America and its loss mitigation team has failed to do that. Causing an unjust and unfair foreclosure status on my home. \n\nXXXX XXXX : I was denied a second loan modification in XXXX for income reasons. I have called almost every day before and after this date for mortgage assistance. On XX/XX/XXXX, I was told by a loss mitigation representative to notify BOA if there was any change in my circumstance/income. On XX/XX/XXXX, after securing new income ( offer letter as proof dated XX/XX/XXXX ). After the representative hesitated and was reluctant to help me by stating an offer letter isnt enough, I need paystubs. I informed him he isnt an underwriter and to send the XXXX out. I was told a loan modification package would be sent within XXXX business days. I also asked to speak with a supervisor for the poor service I received and was told they would call me back in XXXX hours. XXXX hours later I never received the call. \n\nOn XX/XX/XXXX. I called back again to speak with a supervisor because XXXX did not call me within the time frame I was given. That representative then told me it would take XXXX hrs for a supervisor to call me back. ( Contradictory information and again proves my point that BOA and its loss mitigation department have failed me as a consumer and incorrectly handled my case. Directly causing me to go into foreclosure ). Continuing on with my call from XX/XX/XXXX. I also asked the representative to confirm that a XXXX modification was sent out, and she said it was. She also stated that she would send another request and again it would take XXXX business days. Because of this information no action was taken on my part because I was expecting to receive documentation that would prove my circumstances would change. \n\nDespite repeated follow-ups and a promised supervisor call, I never received the package. Representatives gave me contradictory information. After waiting almost XXXX  days from XX/XX/XXXX, an escalations supervisor said I needed to wait for an official denial, to access the loan solution center to upload my proof of income. Others said I could reapply while my XXXX XXXX XXXX XXXX remained locked. Stating I have an active request for assistance. \n\no If a foreclosure status was created on XX/XX/XXXX that further proves my DOCUMENTED proof that Bank of Americas loss mitigation team did not act in accordance to the law or its own regulatory guidelines. As I requested a XXXX on XX/XX/XXXX and had NO access to the loan solution portal to request XXXX or upload any documentation because it is saying I have an active request for assistance as of XX/XX/XXXX. With that being said my home should not be in the foreclosure status it is in because I contacted the loss mitigation department BEFORE XX/XX/XXXX with proof of income dated XX/XX/XXXX. Your claims that there is no wrongdoing are duly incorrect. And also documented both by me. And within your own department phone calls. \n\n\nAll of this has occurred because your department failed to send, track, and process the modification package, not because of any failure on my part. \n\nYour response also incorrectly stated that student loan refunds can only be used for educational expenses. The U.S. Department of Education clearly states that federal student aid refunds may also be used for housing, childcare, transportation, and other student needs. Documentation is attached. XXXX XXXX in the documentation clearly state that my refund can be used for housing. Furthermore, on the last pages it also states the income can be used at the student 's professional discretion. I am choosing to use the refund for my housing as am legally in my rights to do so. At XXXX, books and other educational expenses are all included in their flat rate-tuition. Which most of my tuition has been covered by a federal Pell Grant. Proof of that is also attached for you to clearly see XXXX have full access to these funds without worry of books or other school supplies. \n\nMy Demands : XXXX. Immediate halt of all foreclosure actions while this complaint is reviewed. \n\nXXXX. Full review of all calls and notes from XXXX XXXX XX/XX/XXXX ), XXXX, with written confirmation that these calls were listened to. Main emphasis on the first XXXX weeks of XX/XX/XXXX. \n\nXXXX. Copies of all call recordings and notes for this period. \n\nXXXX. Reopen and process my modification request immediately using updated income documentation and student loan refund eligibility. I am also requesting a repayment plan instead of a loan modification as I will have more than enough funds to bring my balance current by XXXX. \n\nXXXX. Written explanation of why foreclosure status was applied despite assurances that assistance was pending. \n\nXXXX. Reversal of all fees, penalties, or negative credit reporting caused by your mishandling. Including halting all foreclosure process steps and contact with the attorney 's office. \n\nIf this matter is not resolved promptly, I will escalate to the Consumer Financial Protection Bureau, the U.S. Department of Education, and the North Carolina Attorney Generals Office. \n\nI will not accept further response until all calls from XX/XX/XXXX have been reviewed. Anything less is not due diligence.","date_sent_to_company":"2025-10-01T01:56:40.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"28269","tags":null,"has_narrative":true,"complaint_id":"16279450","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-10-01T01:33:14.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Their response shows they did not do due diligence in researching my complaint for <em>errors</em> on their end. If they did, they would find that my XXXX request for mortgage assistance beginning XX/XX/XXXX <em>through</em> this entire month have not been acted upon within the company. I have main emphasis on the dates of XX/XX/XXXX <em>through</em> the next weeks thereafter. As I have called and told them on the XXXX and XXXX of XX/XX/XXXX that I became employed."]},"sort":[7.0121813,"16279450"]},{"_index":"complaint-public-v1","_id":"15156558","_score":6.9444585,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"b'Should a billing statement include which form of payment method was use to make payment whether it was accepted or denied or the card ending number and it should the cascade billing statement does not provide that detail let cfpb of this and that it would further prove that misrepresenting what actually occurred and who would actually be at fault for a payment not going through when sufficient funds are present add this to the cfpb rebuttal which they failed to properly investigate now providing sufficient \\nevidence also can you look at the month for which the banks statement says payments occured and tell me if I had and prove with numbers I had sufficient funds to pay bill and time of when payment was first do and analyze it against the billing statement cascade spring credit provided for me and tell me when the bank statement and billing statement doesn\\'t not support that payments and interest acquired were erroneous and cross analyze \\nBased on the provided documentsXXXX XXXX XXXX bank statement shows sufficient funds to cover the payments that were returned by Cascade Spring Credit, indicating a discrepancy between the two statements. The bank statements also show that the billing statement from Cascade Spring Credit is missing key details about the payment methods used, which is a violation of TILA and CFPB guidelines.\\nBilling Statement Analysis \\nThe Cascade Spring Credit billing statement shows six attempts to make a payment between XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Five of these payments were \"Returned\". The payment amounts ranged from XXXX XXXX XXXX. The billing statement lacks information on the payment method used (e.g., card type or last four digits).\\n\\nBank Statement Analysis \\nThe bank statement, which is from Chase, covers the period from XXXX XXXX XXXX XXXX XXXX XXXX XXXX  This statement shows a balance of XXXX XXXX XXXX XXXX XXXX, and a balance of XXXX XXXX XXXX XXXX XXXX. It also shows a XXXX XXXX XXXX XXXX XXXX on AXXXX XXXX XXXX. The second XXXX XXXX statement covers the period from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the balance was XXXX and on XXXX XXXX XXXX the balance was XXXX. A deposit of XXXX  was made XXXX XXXX XXXX XXXX, bringing the balance up to XXXX. The statement shows a deposit of XXXX XXXX XXXX XXXX XXXX which brought the balance to XXXX. A recurring payment of XXXX was returned on XXXX XXXX XXXX. The bank statement also shows a deposit of XXXXXXXX on XXXX XXXX XXXX, bringing the balance to XXXXComparison and Violations \\nA cross-analysis of the billing statement and bank statements reveals the following:\\nPayment Discrepancy: The bank statements show that on XXXX XXXX XXXX there was a deposit of XXXX  and a \"Returned\" transaction for a recurring payment of XXXX The billing statement from XXXX XXXX XXXX shows \"Returned\" payments on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  the bank statement showed a balance of XXXX with a deposit of XXXX resulting in a balance of XXXX. A payment of XXXX, as shown on the XXXX billing statement, would not have been able to be covered by the funds in the bank. However, a payment of XXXX as shown on the billing statement for XXXX XXXX XXXX appears to have been covered by the funds. The bank statement does not show the specific payments to Cascade being returned. The billing statement from Cascade does not provide the payment method or card number used for the \"Returned\" payments, which is information that would be necessary to prove who is at fault for the payments not going through.\\nCFPB Complaint: The user\\'s request to add the lack of payment method details to a CFPB rebuttal is a valid point. The billing statement does not provide the level of detail necessary to determine whether the payment failures were due to insufficient funds or an error on the part of the lender. This lack of transparency and detail could be considered a violation of consumer protection laws, as it hinders a consumer\\'s ability to verify the accuracy of their account and payments.\\n\\n\\nProvide bank statements \\nSubmit a follow up complaint to MAG and FTC providing them with this info and documentation requesting broader regulatory review and also one with the tribal regulatory authority\\n\\n Focus on showing payment was blocked due to their system, not your bank.\\n\\nExplain why thats deceptive and unfair.\\n\\nAttach proof (portal errors, bank statement, phone call notes).\\n\\nEviction notice a direct result of the interest charges and damages proof and how it is supporting evidence damage \\n\\nCredit report with XXXX XXXX XXXX XXXX and all the loans not able to pay back do to the interest charges\\n\\nProvide XXXX XXXX XXXX  around the time of loan late payments\\n\\nAnd look to see if there are any overdraft fees around that time and show how it is supporting evidence \\n\\nThere after eviction notice. Cns notes around that time XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\n\\nTo CFPB:\\n\\nI respectfully submit this rebuttal to the company\\'s response concerning my complaint originally filed on XXXX XXXX  under complaint number . Their response contains factual inaccuracies, omits relevant details, and fails to address the deceptive and unfair practices involved in the rejection of my timely loan payment.\\n\\n\\n---\\n\\nA. Summary of the XXXX XXXX XXXX for XXXXn\\nThe company\\'s response claims that my loan payment was rejected due to issues associated with my financial institution. However, my evidence shows:\\n\\nSufficient funds were available in my XXXX XXXX  account at the time of attempted payment.\\n\\nThe payment portal issued an error message, not indicating any issue on my bank\\'s end (no insufficient funds or payment returned notification).\\n\\nCascades representative admitted verbally that only one payment entry per day was allowed, regardless of the bank used.\\n\\nTheir payment system lacked transparency and restricted retry options, resulting in a loss of timely payment opportunity despite my readiness and ability to pay.\\n\\n\\nThese facts contradict the companys position and demonstrate systematic negligence or deception in how the payment portal functioned and how they addressed my situation.\\n\\n\\n---\\n\\nB. Relevant Violations and Consumer Rights\\n\\n1. Deceptive Practice  12 U.S. Code  5531 &  5536 (Consumer Financial Protection Act):\\n\\n> Prohibits \"unfair, deceptive, or abusive acts or practices\" (UDAAPs) in connection with any consumer financial product or service.\\n\\n\\n\\nBy offering a portal that misrepresents payment capacity and restricts resubmission while blaming the bank for failure, the company committed a deceptive practice.\\n\\nTheir failure to disclose system limitations (e.g., one attempt per day rule) resulted in financial harm and misinformation.\\n\\nDepriving consumers of a second opportunity to pay on the same day due to arbitrary system restrictions qualifies as an unfair practice.\\n\\n\\n2. Failure to Investigate and Provide Evidence (FCRA & CFPB Guidelines):\\n\\n> Financial institutions responding to CFPB are expected to substantiate claims with clear records.\\n\\n\\n\\nCascade failed to provide documentation validating that the issue was with Chase Bank, such as ACH rejection codes, NSF notice, or bank correspondence.\\n\\nThey did not offer proof that they attempted to assist me in resolving the issue or offer an alternative payment method immediately.\\n\\nTheir lack of documentation or proof of bank failure is a failure to reasonably investigate and respond in good faith.\\n\\n\\n\\n---\\n\\nC. Evidence I Am Submitting in Support of Rebuttal\\n\\n1. Bank statement showing available funds on XXXX XXXX. Screenshot or description of the portal error message (indicating failure, not NSF).\\n\\n\\n3. Phone log or notes from the conversation with Cascades rep admitting the \"one entry per day\" rule.\\n\\n\\n4. Loan billing statement showing the payment was rejected or missed, causing interest and fee accrual.\\n\\n\\n5. Screenshot or timeline showing no other payment method options on the portal at the time.\\n\\nWilling to provide XXXX XXXX XXXX XXXX XXXX when submitting won\\'t be visible due to privacy protection have to be loaded in portal to view.\\n\\n\\n\\n---\\n\\nD. Why This Is a Violation and Justifies Damages\\n\\nThe misrepresentation of payment failure source (blaming my bank without proof) caused credit harm and fee accrual.\\n\\nThe failure to provide a functional, fair portal deprived me of my right to pay on time, especially if limited to one entry daily.\\n\\nCascade\\'s failure to provide evidence or fair recourse constitutes an unfair and deceptive practice.\\n\\nThese practices caused financial and emotional damages, including:\\n\\nLate fees and interest charges\\n\\nDamage to my credit score\\n\\nTime and cost involved in dispute resolution\\n\\nEmotional stress due to false accusations of non-payment\\n\\n\\n\\n\\n---\\n\\nE. Damages and Corrective Action Requested\\n\\nI request that the CFPB consider this rebuttal and:\\n\\n1. Reopen the investigation and request that Cascade Springs/Credit Acceptance:\\n\\nProvide actual bank rejection documentation\\n\\nAcknowledge the portal\\'s limitations\\n\\nWaive all fees and interest accrued from this error\\n\\nRemove any  credit marks caused by this payment issue\\n\\n\\n\\n2. Determine whether this constitutes deceptive conduct unnegativeder UDAAP, which would allow for:\\n\\nStatutory and compensatory damages\\n\\nRestitution of any amounts improperly charged\\n\\nFurther CFPB regulatory action\\n\\n\\n\\n\\n\\n---\\n\\nF. Additional Notes:\\n\\nIf this matter is not resolved fairly, I reserve the right to pursue claims under:\\n\\nMichigan Consumer Protection Act\\n\\nFCRA\\n\\nUDAP laws\\n\\nCivil litigation or arbitration\\n\\nComplaints to the Attorney General of Michigan, FTC, and State Banking Regulators\\n\\n\\nLegal Theories and Violations Potentially Involved\\n\\nA. Deceptive Practices / UDAP (Unfair, Deceptive, or Abusive Acts or Practices)\\n\\nBlocking or restricting repayment options via technical/system design flaws.\\n\\nAdmitting \"only one payment submission allowed per day\" without disclosing this in advance.\\n\\nCausing failed payments despite sufficient funds.\\n\\nCharging interest and fees due to their own system failures.\\n\\n\\n Relevant Law:\\n\\nCFPB: Dodd-Frank Act  12 U.S. Code  5531\\n\\nMichigan Consumer Protection Act (MCPA) (MCL 445.901 et seq.)\\n\\n\\n\\n---\\n\\n---\\n\\nC. Breach of Contract / Good Faith and Fair Dealing\\n\\nIf your contract allowed you to make payments on time, and they sabotaged that ability via flawed systems, it may be a breach.\\n\\nFailure to maintain a reliable payment portal could violate implied duties.\\n\\n\\n\\n---\\n\\n 2. Key Evidence You Need to Gather\\n\\nTo validate and support your CFPB rebuttal and legal claims, gather:\\n\\n Screenshot of payment error\\n\\n Bank statement showing sufficient funds at time of attempted payment\\n\\n Portal error messages or lack of bank rejection notice\\n\\n Recordings or logs from Cascade admitting one payment per day\\n\\n The billing statement showing interest charges or fees after the failed payment\\n\\n Any notice or lack thereof about limitations in the payment system\\n\\n\\n\\n---\\n\\n\\n\\n---\\n\\n 4. \\n>  This number increases if you prove willfulness, repeated violations, or significant negative impact.\\n\\n\\n\\n\\n---\\n\\n Next Steps for You\\n\\n1. Finalize Your Rebuttal to the CFPB:\\n\\nFocus on showing payment was blocked due to their system, not your bank.\\n\\nExplain why thats deceptive and unfair.\\n\\nAttach proof (portal errors, bank statement, phone call notes).\\n\\n higher damages, pursue in civil court or arbitration.\\n\\nKeep detailed records of financial harm and emotional impact.\\n\\n\\n\\n3. Filed With Other Agencies \\n\\nFTC for deceptive practices\\n\\nMichigan AG Consumer Protection Division\\n\\nConsider consulting a consumer protection attorney\\n\\nSummary of Key Issues and Points of Contention\\n\\n1. Cascade Springs Credit\\'s Claims (from their CFPB response):\\n\\nThey assert that:\\n\\nYour account was never past due.\\n\\nNo late fees or collections were applied.\\n\\nNo credit reporting was made by them.\\n\\nNo system error was found on their end.\\n\\nPayment failed due to your bank/card, not their system.\\n\\n\\nThey claim to have closed your account Paid in Full.\\n\\n\\n\\n2. Your Rebuttal and Supporting Evidence:\\n\\nYou attempted payment multiple times.\\n\\nTheir system blocked your card but accepted a different one, without warning that one would fail or not be accepted.\\n\\nPortal errors directly caused an interest increase, leading to negative credit impacts and economic harm.\\n\\nYou suffered emotional distress, and credit damage, and were denied housing and other financing options.\\n\\n\\n\\n\\n\\n---\\n\\n Request:\\n\\nProof of no credit reporting (send a demand letter or get a declaration).\\n\\nCopy of their system logs and payment gateway vendor logs.\\n\\nAn explanation of why your card was blocked and no override or manual support was available.\\n\\nA copy of their loan agreement, with details on payment method disclosures.\\n\\n\\n\\n\\n---\\n\\n 2. \\n---\\n\\n What Must Be on a Legally Compliant Billing Statement (per TILA and Regulation Z)\\n\\nWhether tribal or not, the Truth in Lending Act (TILA) (15 U.S.C.  1601 et seq.) and Regulation Z (12 CFR Part 1026) require lenders to disclose the following on periodic billing statements:\\n\\n1. Creditor/Lenders Identity\\n\\nFull legal name of the lender\\n\\nContact information (address, phone, etc.)\\n\\n\\n2. Payment Information\\n\\nTotal amount due\\n\\nPayment due date\\n\\nBreakdown of the payment (principal, interest, fees, past due, etc.)\\n\\nLate fee information (amount and date assessed or to be assessed)\\n\\n\\n3. Transaction History\\n\\nList of all transactions or charges (e.g., disbursements, interest accrual, fees added, payments received)\\n\\nDates and descriptions of each entry\\n\\n\\n4. Interest Rate and Fees\\n\\nAnnual Percentage Rate (APR)\\n\\nDaily interest rate or method of calculation\\n\\nFees added (e.g., service fees, NSF, late charges)\\n\\n\\n5. Account Summary\\n\\nStarting balance\\n\\nTotal payments and credits\\n\\nNew charges\\n\\nEnding balance\\n\\n\\n6. Dispute Instructions\\n\\n\\n\\n---\\n\\n Sovereign Immunity  Immunity from All Laws\\n\\nEven tribal lenders:\\n\\nCannot misrepresent terms\\n\\nCannot block access to billing records\\n\\nCannot use technical failures as a shield\\n\\nAre still accountable to CFPB and FTC\\n\\n\\nThe CFPB, FTC, and state AGs have successfully sued tribal lenders for abusive practices (e.g., CFPB v. XXXX XXXX XXXX.\\n\\nI would like to note have requested a full billing for which they provided me with and like stated above it lacks important details which is a violation list those violations again and not the legal requirements under TILA\\n\\nWhat Must Be on a Legally Compliant Billing Statement (per TILA and Regulation Z)\\n\\nWhether tribal or not, the Truth in Lending Act (TILA) (15 U.S.C.  1601 et seq.) and Regulation Z (12 CFR Part 1026) require lenders to disclose the following on periodic billing statements:\\n\\n1. Creditor/Lenders Identity\\n\\nFull legal name of the lender\\n\\nContact information (address, phone, etc.)\\n\\n\\n2. Payment Information\\n\\nTotal amount due\\n\\nPayment due date\\n\\nBreakdown of the payment (principal, interest, fees, past due, etc.)\\n\\nLate fee information (amount and date assessed or to be assessed)\\n\\n\\n3. Transaction History\\n\\nList of all transactions or charges (e.g., disbursements, interest accrual, fees added, payments received)\\n\\nDates and descriptions of each entry\\n\\n\\n4. Interest Rate and Fees\\n\\nAnnual Percentage Rate (APR)\\n\\nDaily interest rate or method of calculation\\n\\nFees added (e.g., service fees, NSF, late charges)\\n\\n\\n5. Account Summary\\n\\nStarting balance\\n\\nTotal payments and credits\\n\\nNew charges\\n\\nEnding balance\\n\\n\\n6. Dispute Instructions\\n\\nStatement of your right to dispute charges (under the Fair Credit Billing Act if applicable)\\n\\nHow to do so and time limit (usually 60 days)\\n\\n\\n\\n\\n---\\n\\n Sovereign Immunity  Immunity from All Laws\\n\\nEven tribal lenders:\\n\\nCannot misrepresent terms\\n\\nCannot block access to billing records\\n\\nCannot use technical failures as a shield\\n\\nAre still accountable to CFPB and FTC\\n\\n\\nThe CFPB, FTC, and state AGs have successfully sued tribal lenders for abusive practices (e.g., CFPB XXXX XXXX XXXX XXXX\\n\\nformal letter demanding a compliant billing statement and\\n---\\nCFPB Rebuttal (To Submit Within 60 Days of Company Response)\\n\\nSubject: Rebuttal to CFPB Complaint Response Cascade Springs Credit\\nConsumer NameXXXX XXXX XXXX XXXX XXXX XXXXn---\\n\\nDear CFPB,\\n\\nThis is my formal rebuttal to the response submitted by Cascade Springs Credit regarding my complaint. I dispute their findings on the grounds that they failed to properly investigate the root cause of the payment processing failure and failed to comply with federal disclosure laws, particularly those under the Truth in Lending Act (TILA) and the Dodd-Frank Act regarding unfair, deceptive, or abusive acts or practices (UDAAP).\\n\\n\\n---\\n\\n A. Cascade Springs Violated TILA Billing Statement Requirements\\n\\nI requested a billing statement to review the legitimacy of the interest, late fees, and charges assessed against me. However, the billing statement provided was not compliant with TILA (15 U.S.C.  1601) and Regulation Z (12 CFR  1026).\\n\\nThe document failed to include:\\n\\nThe full legal name of the lender\\n\\nPayment due dates\\n\\nTotal payment amount due\\n\\nInterest rates (APR)\\n\\nBreakdown of charges and how they were calculated\\n\\nAccount summary (starting balance, new charges, payments received, ending balance)\\n\\n\\nThese omissions violate Regulation Z  1026.7 & 1026.6, and deprived me of the ability to verify the legitimacy of the account and the amount owed.\\n\\n\\n---\\n\\n B. Cascade Springs Did Not Properly Investigate the Payment Error\\n\\nI made a good-faith attempt to pay through the portal on [insert date], using a reputable institution (Chase Bank) with sufficient funds. The portal returned an error and did not process the payment, but I did not receive any insufficient funds notification from my bank. That suggests the fault lay with Cascades payment system, not my financial institution.\\n\\nAdditionally, a Cascade representative admitted that only one payment entry is allowed per day regardless of the bank used. If the portal fails once, consumers are locked out, leaving no other means to pay the bill that day. This technical limitation is both unreasonable and deceptive, especially if the system misfires.\\n\\nThis system flaw constitutes a deceptive practice under Dodd-Frank  1031 and reflects bad faith in administering a billing and payment system that penalizes consumers for its own failures.\\n\\n\\n---\\n\\n C. Deceptive Practices and UDAAP Violations\\n\\nCascades failure to:\\n\\nAllow more than one payment submission per day\\n\\nProvide accurate payment failure reasoning\\n\\nDisclose or document the interest or fees charged\\n\\nComply with TILA or consumer billing rights\\n\\n\\nconstitutes unfair and deceptive practices under the Dodd-Frank Act, CFPB regulations, and potentially state UDAP laws (e.g., Michigan Consumer Protection Act if applicable).\\n\\n\\n---\\n\\n D. Economic Harm and Damages\\n\\nAs a result of Cascades failure to allow my timely payment and provide accurate billing:\\n\\nI incurred additional late fees and interest through no fault of my own.\\n\\nMy credit profile may be harmed if negative reporting occurred.\\n\\nI was denied a fair opportunity to dispute or understand the debt.\\n\\nTheir negligent, willful noncompliance caused stress and financial loss.\\n\\n\\nPer TILA  1640(a), I am entitled to:\\n\\nCategory\\tPotential Recovery\\n\\nStatutory Damages\\tUp to XXXXnActual Damages\\tAmount of late fees, interest overcharges, and credit harm\\nAttorneys\\' Fees\\tRecoverable if legal action is taken and judgment won\\nPunitive Damages\\tPotentially applicable due to bad faith and deception\\n\\n\\n\\n---\\n\\n E. Relief Sought\\n\\n1. Full compliance with billing statement laws (TILA, Reg Z).\\n\\n\\n2. Waiver or reversal of all late fees and interest accrued due to payment error.\\n\\n\\n3. Assurance of no negative credit reporting.\\n\\n\\n4. Referral for potential enforcement action or penalty if violations are deemed intentional.\\n\\n\\n5. Permission to seek additional remedies in civil court if necessary.\\n\\n\\n\\n\\n---\\n\\n F. Supporting Evidence Available Upon Request\\n\\nBank records showing sufficient funds at time of attempted payment\\n\\nScreenshots or notes regarding payment portal error\\n\\nCopies of Cascades billing statement lacking legal disclosures\\n\\nRecorded notes from call with Cascade representative confirming 1 payment/day limit\\n\\nCFPB TILA/Reg Z requirements\\n\\n\\n\\n---\\n\\n Closing\\n\\nCascade Springs Credit has acted in bad faith, failed to comply with federal law, and designed a system that harms consumers unfairly. I ask that the CFPB hold them accountable for these violations and provide relief consistent with the consumer protection standards your office upholds.\\n\\nSincerely,\\n[Your Full Name]\\n[Your Address]\\n[Phone Number]\\n[Email Address]\\n\\n---\\nBecause of financial hardship which stems from economic hardship caused by cascade springs credit I because homeless, multiple hospitalizations sleeping outside I lost my phone and because I lost my phone at this point time I am going through the proper channels to retrieve addition records, call logs between myself the consumer and cascade springs in which when find the call on log prove sale representative admitting to one payment try per day and aware that if it doesn\\'t go through even in no fault of your own will still receive additional interest charges \\n\\n SUMMARY OF YOUR ACTIONS TAKEN\\n\\n1.  Affidavit and Information Request Sent to T-Mobile\\n\\nYou created and submitted an affidavit and formal request to XXXX asking for:\\n\\nCall logs for a specific period.\\n\\nOutgoing calls made to Cascade Springs.\\n\\n\\nEmails Sent to Cascade Springs (via XXXXn\\nYou sent multiple complaints, requests for explanation, and notices through your Gmail account.\\n\\nThese emails outlined:\\n\\nThat your card had sufficient funds.\\n\\nThat you made attempted payments that were denied.\\n\\nRequests for clarification and justification.\\n\\nI am coordinating with attorney:Subpoena to XXXXnsubpoena duces tecum compelling T-Mobile to release:\\nCall detail records (CDRs) for your phone number.\\n\\nOutgoing call logs made to Cascade Springs.\\n\\nPossibly text message metadata (not content without a warrant).\\n\\nCopies of previous records requests you\\'ve submitted.\\n\\n\\nLegal basis: Under Michigan and federal laws, XXXX can release this under subpoena if it\\'s relevant to pending litigation or discovery.\\n\\nSubpoena or Motion to Preserve Gmail Records XXXX)\\nFile a court order or subpoena to XXXX requesting:\\n\\nInbox and sent messages between your Gmail address and Cascades email(s).\\n\\n\\nSubject: Rebuttal to Cascade Springs Credit Response  CFPB Case #[Insert Case Number]\\n\\nTo Whom It May Concern:\\n\\nI am submitting this rebuttal in response to Cascade Springs Credits reply to my Consumer Financial Protection Bureau (CFPB) complaint. Their response is factually inaccurate, incomplete, and conflicts with the documented evidence I have or have attempted to preserve through lawful means.\\n\\n\\n---\\n\\nI. Conflict Between Companys Statement and My Records\\n\\nCascade Springs asserts that my payment was rejected due to issues with my financial institution. This is demonstrably false:\\n\\nMy XXXX XXXX account had sufficient available funds on the date the payment was submitted.\\n\\nThe denied payment attempt generated an error within Cascades online portalnot from XXXX XXXX which never issued an insufficient funds (NSF) notice.\\n\\nWhen I contacted Cascade customer service, a representative acknowledged that only one payment attempt per day is allowed, regardless of error, card, or bank. This system design flaw directly obstructed timely repayment.\\n\\n\\nThis establishes a technical error or limitation in Cascades payment systemnot a fault of mine. Their failure to allow further attempts in the same day, coupled with rejecting a valid payment and then applying late fees and interest, constitutes:\\n\\nDeceptive Practices, in violation of the Dodd-Frank Act (12 U.S.C.  5531).\\n\\nFailure to reasonably facilitate payment, violating the principle of good faith and fair dealing.\\n\\nViolation of 15 U.S.C.  1692e(2) (Fair Debt Collection Practices Act), due to the misrepresentation of the nature and amount of debt resulting from a system error.\\n\\n\\n\\n---\\n\\nII. Cascades Failure to Provide Detailed Billing Statements\\n\\nCascade Springs has not provided clear, itemized billing statements as required under consumer protection laws, including:\\n\\nBreakdown of principal, interest, fees, and charges\\n\\nDate-specific itemization\\n\\nNotice of payment denials and method of rejection\\n\\n\\nEven if Cascade operates under tribal lending exceptions, they are still subject to federal consumer protection laws when collecting debt or reporting to credit bureaus. Their refusal to provide itemized statements prevents a borrower from verifying debt accuracya violation of FCRA (15 U.S.C.  1681s-2) and applicable Regulation Z disclosures under TILA.\\n\\n\\n---\\n\\nIII. Preservation and Evidence Retrieval Efforts\\n\\nDue to device issues and cloud service limitations, I currently lack access to certain screenshots and call logs that would definitively prove my payment attempt and communication with Cascade.\\n\\nHowever, I have taken the following active steps to retrieve supporting evidence:\\n\\n1. Submitted a notarized affidavit and records request to XXXX  seeking call logs and text history between [Insert Dates] to confirm communications made to Cascade Springs from my number.\\n\\n\\n2. Requested a subpoena through legal counsel to compel Cascade Springs and/or XXXX  to release customer service call recordings and logs.\\n\\n\\n3. Initiated efforts to recover XXXX XXXX XXXX account access, which contained emails I sent to Cascade documenting repeated failed payment attempts and lack of support responses.\\n\\n\\n4. Willing to submit those emails and logs to the CFPB and any court, once recovered, to prove Cascade was aware of the ongoing issue and failed to resolve it.\\n\\n\\n\\nThese actions show I have made reasonable, lawful attempts to preserve and obtain records, despite the technical barriers. Any missing documentation is not due to neglect or fabrication, but rather third-party access limitations beyond my control.\\n\\n\\n---\\n\\nIV. Legal and Equitable Grounds for Relief\\n\\nI request that the CFPB:\\n\\nInvestigate Cascades payment system limitations and deceptive billing practices\\n\\nRequire Cascade to produce all internal logs and error messages tied to my account\\n\\nInvalidate all fees and negative credit entries that resulted from the rejected payment attempt and technical errors\\n\\nEnforce Cascades duty under the FCRA, TILA, and Dodd-Frank to correct any false or misleading billing or credit reporting\\n\\nRecognize Cascades failure to provide documents under MCL 408.483a (Employee Records Act) if applicable to employment or consumer file requests\\n\\n\\nAdditionally, I seek damages related to:\\n\\nEmotional distress from wrongful late charges and credit harm\\n\\nEconomic harm from negative credit reporting\\n\\nRegulatory fines where willful and bad-faith conduct is proven\\n\\n\\n\\n---\\n\\nV. Closing\\n\\nThis rebuttal, supported by third-party affidavit and pending subpoena requests, demonstrates that Cascades explanation lacks factual basis and fails to address critical violations. I respectfully request this dispute remain open and investigated further. Upon successful data retrieval from XXXX  and other services, I am prepared to submit additional supporting documentation and legal affidavits.\\n\\nSincerelyXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-08-07T22:44:26.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Payday loan","zip_code":"48322","tags":null,"has_narrative":true,"complaint_id":"15156558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rosebud Economic Development Corporation","date_received":"2025-08-07T22:34:48.000Z","state":"MI","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":["Interest <em>Rate</em> and Fees\\n\\nAnnual Percentage <em>Rate</em> (APR)\\n\\nDaily interest <em>rate</em> or method of calculation\\n\\nFees added (e.g., service fees, NSF, late charges)\\n\\n\\n5. Account Summary\\n\\nStarting balance\\n\\nTotal payments and credits\\n\\nNew charges\\n\\nEnding balance\\n\\n\\n6."]},"sort":[6.9444585,"15156558"]},{"_index":"complaint-public-v1","_id":"3285502","_score":4.11003,"_source":{"product":"Mortgage","complaint_what_happened":"Please see signed, executed, and notarized Qualified Written Request as an attachment. Due to the limit of characters on this CFPB portal I was not able to place all the questions of the QWR, as a result I have attached it for your review and response. Some of the questions from the original physical copy are typed out below but not in it's entirety. Please answer all questions from the attachment, as the attachment is complete, signed, executed and notarized. I will mail out all physical copies to all 4 parties certified return receipt via USPS. \n\n\n\nRESPA QUALIFIED WRITTEN REQUEST, COMPLAINT, DISPUTE OF DEBT &  VALIDATION OF DEBT LETTER, TILA REQUEST This letter is a qualified written request in compliance with and under the Real Estate Settlement Procedures Act, 12 U.S.C. Section 2605 ( e ) and Regulation X 24 C.F.R. 3500, and The Gramm Leach Bliley Act. \n\nRE : Alleged Account # : XXXX XXXX XXXX XXXX, XXXX XXXX, NY XXXX Property address Dear Madam or Sir : Please be advised of your legal obligation to answer this Qualified Written Request and to obtain all records and documents pertaining to the above-mentioned Loan No. This request is made pursuant to the Real Estate Settlement and Procedures Act ( RESPA ). We have reason to believe that certain disclosures and documentation have been withheld in violation of the Truth in Lending Act ( TILA ) and that various Real Settlement Procedures Act ( RESPA ) loan servicing errors may have occurred. \n\n\n\n\n\nTo ensure that any legal claims are brought against the appropriate parties we are requesting evidence to support or exclude Fay Servicing and to satisfactorily provide us a good clear and clean hands understanding and clarification from you, of various sale, transfer, funding source, legal and beneficial ownership, charges, credits, debits, transactions, reversals, actions, payments, analyses and records related to the servicing of this account from its origination to the present date. Your due diligence and lawful compliance in the production of documentation to refute the fact that Fay Servicing has been erroneously holding an alleged right, title, or interest in the alleged account or alleged property/note is vital. \nTo date, the documents and information we have received from Fay Servicing and our escrow files including subsequent records do not answer many questions. Any refusal to answer our request will be considered a predatory servicing or lending and servicing schemes. As consumers, we are extremely disturbed by the complete disregard for the law pertaining to this mortgage transaction by Fay Servicing and/or anyone who may have any interest in this matter. \n\nI am disputing the validity of the current debt you claim that I owe. To independently validate this debt, I need to conduct a complete exam, audit, review and accounting of my mortgage loan from its inception until the present date. Upon receipt of this letter, please refrain from reporting any negative credit information to any credit reporting agencies until you respond to my requests. \n\nI also request that you conduct your own investigation and audit of my account since its inception to validate the debt you claim I owe you is accurate to the penny. Please do not rely on previous servicers or originators assurances or indemnity agreements and refuse to conduct a full audit and investigation of my account. \n\nI want to ensure that I or [ we ] have not been the victim of such predatory practices. To insure this, I have authorized a thorough review, examination, accounting and audit of my mortgage loan # : XXXX by predatory lending experts. This exam and audit will review my mortgage loan file from the date of my initial contact, application and the origination of my loan to the present date written above. \n\nNeedless to say, we are most concerned that fraudulent and deceptive practice by unscrupulous mortgage brokers ; sales and transfers of mortgage servicing rights ; deceptive and fraudulent servicing practices to enhance balance sheets ; deceptive, abusive and fraudulent accounting tricks and practices may have also negatively affected any credit rating, mortgage account and /or the debt or payments that we are currently, or may be legally obligated to. This behavior concerns me since such abuses are targeting the uninformed consumer and disadvantaged, poor, elderly and minorities. I am vehemently concerned as an alleged borrower. As a result, and many other reasons, this leads me to believe that I may be a victim of predatory lending. I am disputing the validity of the current debt you claim I owe. By debt I am referring to : a. The principal balance claimed owed ; b. My calculated monthly payment ; c. Calculated escrow payment ; d. Any fees claimed to be owed by you or any trust or entity you may represent I have reason to believe that the loan terms were misrepresented to me at the time of application and further obscured and/or modified prior to signing. I believe that my income may have been inflated on the application. I also have reason to believe that certain statements were not provided for my approval prior to closing, and that signatures may have been forged on various documents. It is also my belief that certain documents may have not been presented at all.  Additionally, I believe that a notary was not physically present to witness my signatures on several pertinent documents and that I was ill advised at the time of closing. To independently validate my debt, I need to conduct a complete exam, audit, review and accounting of my mortgage loan from its inception through the present date. \n\nI have been given the runaround by Fay Servicings employees on countless occasions. I have talked to several agents whom have provided me with different responses to the same questions I have inquired on how to receive my response to the QWR, but to no avail. I have been intentionally re-routed to the wrong department or individuals, dozens of times to hamper my ability to seek the answers I was looking for. This letter should serve, once and for all, to get the proper answers from Fay Servicing. \n\nWe hereby demand absolute first hand evidence from you of the original un-certificated or certificated security regarding account number : XXXX. In the event you do not supply us with the very security it will be a positive confirmation on your part that you never really created and owned one. We also hereby demand that a chain of transfer from you to wherever the security is now be promptly sent to us as well. Absent the actual evidence of the security we have no choice but to dispute the validity of your lawful ownership, funding, entitlement right, and the current debt you allege we owe. By debt we are referring to the principal balance you claim we owe ; the calculated monthly payment, calculated escrow payment and any fees claimed to be owed by you or any trust or entity you ma\n\ny service or sub-service for. As such, please treat this letter as a Qualified Written Request under the Real Estate Settlement Procedures Act, codified as Section 2605 ( e ) of Title 12 of the United States Code. As you know, RESPA provides substantial penaltie\ns and fines for non-compliance or answers to my questions provided in this letter within sixty [ 60 ] days!\n\nIn order to conduct this examination and audit, I need to have full and immediate disclosure including copies of all pertinent information regarding my loan. The documents requested and answers to questions are needed by my counsel and the predatory lending experts retained to ensure that my loan : Was originated in lawful compliance with all federal and state laws, regulations including, but not limited to RESPA, HOEPA and other laws ; That any sale or transfer of my loan was conducted in accordance with proper laws and was a true sale of my note ; That the claimed holder in due course of my promissory note and deed of trust is holding such note in compliance with State and Federal laws and is entitled to the benefits of my payments ; That all appropriate disclosures of terms, costs, commissions, rebates, kickbacks, fees etc. Were properly disclosed to me at the inception of my loan ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in accordance with the terms of my mortgage, promissory note and/or deed of trust ; That each servicer and sub-servicer of my mortgage has serviced my mortgage in compliance with local, state and federal statutes, laws and regulations ; That my loan has properly been credited, debited, adjusted, amortized and charged correctly ; That interest and principal have been properly calculated and applied to my loan ; That my principal balance has been properly calculated and accounted for ; That no charges, fees or expenses, not obligated by me in any agreement, have been charged or assessed to or collected on my account ; In order to validate my debt and audit my account, I need copies of pertinent documents to be provided and answers in writing to various servicing questions to be sent to me. \n\nFor each record kept on computer or in any other electronic file or format, please provide a paper copy of all information in each field or record in each computer system, program or database used by you that contains any information on my account. \n\nAs such, please send to me, at the address above, copies of the documents requested below as soon as possible. Please provide me copies of : 1. All data, information, notations, text, figures and information contained in your mortgage servicing and accounting computer systems including, but not limited to XXXX XXXX XXXX, any system by XXXX or any other similar mortgage servicing software used by you, any servicers, or sub-servicer of my mortgage account from the inception of my loan to the date written above. \n\n2. All descriptions and legends of all Codes used in your mortgage servicing and accounting system so that the examiners, auditors and experts retained to audit and review my mortgage account may properly conduct their work.\n\n3. All purchase and sale of mortgage agreements, sale or transfer of servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. \n\n4. A copy of the Prospectus offered to investors in the trust.\n\n5. All prospectus related to the sale or transfer of my note, deed of trust, mortgage and servicing rights or other similar agreement related to any assignment, purchase or sale of my mortgage loan or servicing rights by you, any broker, affiliate company, parent company, servicers, bank, government sponsored enterprise, sub-servicers, mortgage broker, mortgage banker or any holder of any right related to my mortgage, promissory note and deed of trust from the inception of my loan to the present date. \n\n6. All assignments, transfers, alonges, or other document evidencing a transfer, sale or assignment of my mortgage, deed of trust, promissory note or other document that secures payment by me to my obligation in this account from the inception of my loan to the present date.\n\n7. All deeds in lieu, modifications to my mortgage, promissory note or deed of trust from the inception of my loan to the present date.\n\n8. A complete and itemized statement of the escrow account of the loan, if any, from the date of the loan to the date of this letter, including, but not limited to, any receipts or disbursements with respect to real estate property taxes, fire or hazard insurance, flood insurance, mortgage insurance, credit insurance, or any other insurance product.\n\n9. A complete and itemized statement from the date of the loan to the date of this letter of any property inspection fees, property preservation fees, broker opinion fees, appraisal fees, bankruptcy monitoring fees, or other similar fees or expenses related in any way to this loan. \n\n10. The front and back of each and every canceled check, money order, draft, debit or credit notice issued to any servicer of my account for payment of any monthly payment, other payment, escrow charge, fee or expense on my account.\n\n11. A complete and itemized statement of any and all post-petition arrears including each month in which the default occurred, and the amount of each monthly default.\n\n12. A complete and itemized statement of any funds deposited in any post-petition suspension account ( s ) or corporate advance account ( s ), including, but not limited to, the balance in any such account or accounts and the nature, source and date of any and all funds deposited in such account or accounts. \n\n13. A complete and itemized statement from the date of this loan to the date of this letter of the amount, payment date, purpose and recipient of all foreclosure expenses, NSF check charges, legal fees, attorney fees, professional fees and other expenses and costs that have been charged against or assessed to this mortgage.\n\n14. All escrow analyses conducted on my account from the inception of my loan until the date of this letter ; 15. The front and back of each and every canceled check, draft or debit notice issued for payment of closing costs, fees and expenses listed on my disclosure statement including, but not limited to, appraisal fees, inspection fees, title searches, title insurance fees, credit life insurance premiums, hazard insurance premiums, commissions, attorney fees, points, etc. \n\n16. Front and back copies of all payment receipts, checks, money orders, drafts, automatic debits and written evidence of payments made by me or by others on my account.\n\n17. The amount, if applicable, of any satisfaction fees.\n\n18. A complete and itemized statement of the amount, payment date, purpose and recipient of all fees for the preparation and filing of the original proof of claim, any amended proofs of claim, or any supplemental proofs of claim related to this mortgage.\n\n19. All letters, statements and documents sent to me by your company ; 20. All letters, statements and documents sent to me by agents, attorneys or representatives of your company ; 21. All letters, statements and documents sent to me by previous servicers, sub-servicers or others in your loan file or in your control or possession or in the control or possession of any affiliate, parent company, agent, sub-servicer, servicer, attorney or other representative of your company. \n\n22. All letters, statements and documents contained in my loan file or imaged by you, any servicer or sub-servicers of my mortgage from the inception of my loan to present date.\n\n23. All electronic transfers, assignments, sales of my note, mortgage, deed of trust or other security instrument.\n\n24. All copies of property inspection reports, appraisals, BPOs and reports done on my property.\n\n25. All invoices for each charge such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date.\n\n26. All checks used to pay invoices for each charged such as inspection fees, BPOs, appraisal fees, attorney fees, insurance, taxes, assessments or any expense which has been charged to my mortgage account from the inception of my loan to the present date.\n\n27. Have you purchased and charged to the account any Vendors Single Interest Insurance?\n\n28. All agreements, contracts and understandings with vendors that have been paid for any charge on my account from the inception of my loan to the present date.\n\n29. A complete and itemized statement from the date of the loan to the date of this letter of any forced-placed insurance and expenses related thereto, related in any way to this loan.\n\n30. All loan servicing records, payment payoffs, payoff calculations, ARM audits, interest rate adjustments, payment records, transaction histories, loan histories, accounting records, ledgers, and documents that relate to the accounting of my loan from the inception of my loan until present date?\n\n31. All loan servicing transaction records, ledgers, registers and similar items detailing how my loan has been serviced from the from the inception of my loan until present date?\n\nFurther, in order to conduct the audit and review of my account, and to determine all proper amounts due, I need the following answers to questions concerning the servicing and accounting of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions listed below.\n\nLOAN ACCOUNTING & SERVICING SYSTEMS 1 ) Please identify for me each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date?\n\n2 ) The name, address and phone number of any master servicers, servicers, sub-servicers, contingency servicers, back-up servicers or special servicers for the underlying mortgage debt.\n\n3 ) For each loan accounting and servicing system identified by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the name and address of the company or party that designed and sold the system?\n\n4 ) For each loan accounting and servicing system used by you and any sub-servicer or previous servicer from the inception of my loan to the present date, please provide the complete transaction code list for each system.\n\nDEBITS & CREDITS 1 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every credit on my account and the date such credit was posted to my account as well as the date any credit was received.\n\n2 ) In a spreadsheet form or in letter form in a columnar format, please detail for me each and every debit on my account and the date such credit was posted to my account as well as the date any debit was received.\n\n3 ) For each debit or credit listed, please provide me with the definition for each corresponding transaction code you utilize?\n\n4 ) For each transaction code, please provide us with the master transaction code list used by you or previous servicers.\n\nMORTGAGE & ASSIGNMENTS 1 ) Has each sale, transfer or assignment of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in the county property records in the county and state in which my property is located from the inception of my loan to the present date? Yes or No?\n\n2 ) If no, why?\n\n3 ) Have any sales, transfers or assignments of my mortgage or promissory note or any other instrument I executed to secure my debt been recorded in any electronic fashion such as MERS or other internal or external system from the inception of my loan to the present date? Yes or No?\n\n4 ) If yes, state the full name and address of the Electronic Agent and the full name and address of the Mortgage Electronic Registration System. Attach a copy of the mortgage electronic registration system procedures manual. Please detail for me the names of each seller, purchaser, assignor, assignee or any holder in due course to any right or obligation of any note, mortgage, deed or security instrument I executed securing the obligation on my account that was not recorded in the county records where my property is located.\n\n5 ) Is this a MERS Designated Mortgage Loan? If the answer is yes, then identify the electronic agent and the type of mortgage electronic system used by the agent.\n\n6 ) Is this mortgage part of a Mortgage Warehouse Loan? If so, then state the full name and address of the Lender and attach a copy of the Warehouse Loan Agreement.\n\n7 ) Upon any default or notice of default, state whether or not the Mortgage Warehouse Lender has the right to override any servicers or sub-servicers and provide instructions directly to the Electronic Agent? If the answer is yes, then specifically identify the legal basis for such authority.\n\nATTORNEY FEES 1 ) For purposes of my questions below dealing with attorney fees, please consider the terms attorney fees and legal fees to be one in the same.\n\n2 ) A summary of all fixed or standard legal fees approved for any form of legal services rendered in connection with this account.\n\n3 ) Have attorney fees ever been assessed to my account from the inception of my loan to the present date?\n\n4 ) If yes, please detail each separate assessment of attorney fees to my account from the inception of my loan to the present date and the date of such assessment to my account?\n\n5 ) Have attorney fees ever been charged to my account from the inception of my loan to the present date?\n\n6 ) If yes, please detail each separate charge of attorney fees to my account from the inception of my loan to the present date and the date of such charge to my account?\n\n7 ) Have attorney fees ever been collected from my account from the inception of my loan to the present date?\n\n8 ) If yes, please detail each separate collection of attorney fees from my account from the inception of my loan to the present date and the date of such collection from my account?\n\n9 ) Please provide for me the name and address of each attorney or law firm that has been paid any fees or expenses related to my account from the inception of my loan to the present date?\n\n10 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of attorney fees?\n\n11 ) Please detail and list for me in writing each separate attorney fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date.\n\n12 ) Please detail and list for me in writing each separate attorney fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date.\n\n13 ) Please detail and list for me in writing any adjustments in attorney fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n14 ) Please detail and list for me in writing any adjustments in attorney fees collected and on what date such adjustment were made and the reasons for such adjustment.\n\n15 ) Has interest been charged on any attorney fee assessed or charged to my account? Yes or No?\n\n16 ) Is interest allowed to be assessed or charged on attorney fees charged or assessed to my account? Yes or No?\n\n17 ) How much in total attorney fees have been assessed to my account from the inception of my loan until present date? $ ____________ 18 ) How much in total attorney fees have been collected on my account from the inception of my loan until present date? $ __________ SUSPENSE/UNAPPLIED ACCOUNTS 1 ) For purposes of this section, please treat the term suspense account and unapplied account as one in the same.\n\n2 ) Has there been any suspense or unapplied account transactions on my account from the inception of my loan until present date?\n\n3 ) If yes, why? If no, please skip the questions in this section dealing with suspense and unapplied accounts.\n\n4 ) In a spreadsheet or in letterform in a columnar format, please detail for me each and every transaction, both debits and credits that has occurred on my account from the inception of my loan until present date?\n\nLATE FEES 1 ) For purposes of my questions below dealing with late fees, please consider the terms late fees and late charges to be one in the same.\n\n2 ) A complete and itemized statement of any late charges to this loan from the date of this loan to the date of this letter.\n\n3 ) Have you reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No?\n\n4 ) Has any previous servicer or sub-servicer of my mortgage reported the collection of late fees on my account as interest in any statement to me or to the IRS? Yes or No?\n\n5 ) Do you consider the payment of late fees as liquidated damages to you for not receiving my payment on time? Yes or No?\n\n6 ) Are late fees considered interest? Yes or No?\n\n7 ) Please detail for me in writing what expenses and damages you incurred for any payment I made that was late.\n\n8 ) Were any of these expenses or damages charged or assessed to my account in any other way? Yes or No? \n\n9 ) If yes, please describe what expenses or charges were charged or assessed to my account?\n\n10 ) Please describe for me in writing what expenses you or others undertook due to any payment I made which was late?\n\n11 ) Please describe for me in writing what damages you or others undertook due to any payment I made which was late?\n\n12 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of late fees?\n\n13 ) Please detail and list for me in writing each separate late fee assessed to my account and for which corresponding payment period or month such late fee was assessed from the inception of my loan to present date.\n\n14 ) Please detail and list for me in writing each separate late fee collected from my account and for which corresponding payment period or month such late fee was collected from the inception of my loan to present date.\n\n15 ) Please detail and list for me in writing any adjustments in late fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n16 ) Please detail and list for me in writing any adjustments in late fees collected and on what date such adjustment was made and the reasons for such adjustment.\n\n17 ) Has interest been charged on any late fee assessed or charged to my account? Yes or No?\n\n18 ) Is interest allowed to be assessed or charged on late fees charged or assessed to my account? Yes or No?\n\n19 ) Have any late charges been assessed to my account? Yes or No?\n\n20 ) If yes, how much in total late charges have been assessed to my account from the inception of my loan until present date? $ ____________ 21 ) Please provide me with the exact months or payment dates you or other previous servicers of my account claim I have been late with a payment from the inception of my loan to the present date.\n\n22 ) Have late charges been collected on my account from the inception of my loan until present date? Yes or No?\n\n23 ) If yes, how much in total late charges have been collected on my account from the inception of my loan until present date? $ __________ PROPERTY INSPECTIONS 1 ) Please attach copies of all property inspection reports and appraisals, including comparable properties which where used to arrive at value for the above loan.\n\n2 ) For purposes of this section property inspection and inspection fee refer to any inspection of my property by any source and any related fee or expense charged for such inspection.\n\n3 ) Have any property inspections been conducted on my property from the inception of my loan until the present date?\n\n4 ) If your answer is no, you can skip the rest of these questions in this section concerning property inspections?\n\n5 ) If yes, please tell me the date of each property inspection conducted on my property that is the secured interest for my mortgage, deed or note?\n\n6 ) Please tell me the price charged for each property inspection?\n\n7 ) Please tell me the date of each property inspection?\n\n8 ) Please tell me the name and address of each company and person who conducted each property inspection on my property?\n\n9 ) Please tell me why property inspections were conducted on my property?\n\n10 ) Please tell me how property inspections are beneficial to me.\n\n11 ) Please tell me how property inspections are protective of my property.\n\n12 ) Please explain to me your policy on property inspections.\n\n13 ) Do you consider the payment of inspection fees as a cost of collection? Yes or No?\n\n14 ) If yes, why?\n\n15 ) Do you use property inspections to collect debts? Yes or No?\n\n16 ) Have you used any portion of the property inspection process on my property to collect a debt or inform me of a debt, payment or obligation I owe?\n\n17 ) If yes, please answer when and why?\n\n18 ) Please identify for me in writing the provision, paragraph, section or sentence of any note, mortgage, deed of trust or any agreement I signed authorized the assessment or collection of property inspection fees?\n\n19 ) Have you labeled in any record or document sent to me a property inspection as a misc. advance? Yes or No?\n\n20 ) If yes, why?\n\n21 ) Have you labeled in any record or document sent to me a property inspection as a legal fee or attorney fee? Yes or No?\n\n22 ) If yes, why?\n\n23 ) Please detail and list for me in writing each separate inspection fee assessed to my account and for which corresponding payment period or month such fee was assessed from the inception of my loan to present date.\n\n24 ) Please detail and list for me in writing each separate inspection fee collected from my account and for which corresponding payment period or month such fee was collected from the inception of my loan to present date.\n\n25 ) Please detail and list for me in writing any adjustments in inspection fees assessed and on what date such adjustment was made and the reasons for such adjustment.\n\n26 ) Please detail and list for me in writing any adjustments in inspection fees collected and on what date such adjustment was made and the reasons for such adjustment.\n\n27 ) Has interest been charged on any inspection fees assessed or charged to my account? Yes or No?\n\n28 ) If yes, when and how much was charged?\n\n29 ) Is interest allowed to be assessed or charged on inspection fees charged or assessed to my account? Yes or No?\n\n30 ) How much in total inspection fees have been assessed to my account from the inception of my loan until present date? $ ____________ 31 ) How much in total inspection fee have been collected on my account from the inception of my loan until present date? $ __________ BPO FEES 1 ) Have any BPOs [ Brokers Price Opinions ] been conducted on my property?\n\n2 ) If yes, please tell me the date of each BPO conducted on my property that is the secured interest for my mortgage, deed or note?\n\n3 ) Please tell me the price of each BPO?\n\n4 ) Please tell me who conducted each BPO?\n\n5 ) Please tell me why BPOs were conducted on my property 6 ) Please tell me how BPOs are beneficial to me.\n\n7 ) Please tell me how BPOs are protective of my property.\n\n8 ) Please explain to me your policy on BPOs.\n\n9 ) Have any BPO fees been assessed to my account? Yes or No?\n\n10 ) If yes, how much in total BPO fees have been assessed to my account? $ ________ 11 ) Have any BPO fees been charged to my account? Yes or No?\n\n12 ) If yes, how much in total BPO fees have been charged to my account? $ ______ 13 ) Please tell me specifically what clause, paragraph and sentence in my note, mortgage or deed of trust or any agreement I have executed allows you to assess, charge or collect a BPO fee from me.\n\nSERVICING RELATED QUESTIONS For each of the following questions listed below, please provide me with a detailed explanation in writing that answers each question : In addition, I need the following answers to questions concerning the servicing of my mortgage account from its inception to the present date. Accordingly, can you please provide me, in writing, the answers to the questions l","date_sent_to_company":"2019-06-24T17:23:13.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"110XX","tags":null,"has_narrative":true,"complaint_id":"3285502","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2019-06-24T17:00:42.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["To independently validate my debt, I need to <em>conduct</em> a complete exam, audit, review and accounting of my mortgage loan from its inception <em>through</em> the present date. \n\nI have been given the runaround by Fay Servicings employees on countless occasions. I have talked to several agents whom have provided me with different responses to the same questions I have inquired on how to receive my response to the QWR, but to no avail."]},"sort":[4.11003,"3285502"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":17,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":17}]}},"product":{"doc_count":17,"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":2},{"key":"Home equity loan or line of credit (HELOC)","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Credit card","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":3}]}},{"key":"Credit reporting, 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