{"took":365,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":10,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"12006054","_score":28.348148,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"There where XXXX accounts hacked XXXX was experian and XXXX was XXXX and neither of them notified me of the hack or the class action all of my information on my accounts was true and correct and they still fail to help me fix my accounts and problems I am not happy I did check my social security number and it says it was affected by both the recent hacks on both companies and they refuse to help me fix the problems on my credit statement as wrll as reimbursement for thefts and access to my identity I can not afford security on my identity to watch for future problems I may not encounter a problem until the future but they will not tell me if any of my charges are from theft there's a few I do not recall opening and I just want help.","date_sent_to_company":"2025-02-09T22:37:58.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"565XX","tags":null,"has_narrative":true,"complaint_id":"12006054","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-02-09T22:26:04.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Was not notified of investigation status or results"},"highlight":{"complaint_what_happened":["There where XXXX <em>accounts</em> hacked XXXX was experian and XXXX was XXXX and neither of them notified me of the hack or the class action all of my information on my <em>accounts</em> was true and correct and they still <em>fail</em> to <em>help</em> me fix my <em>accounts</em> and <em>problems</em> I am not <em>happy</em> I did <em>check</em> my <em>social</em> security number and it says it was affected by both the recent hacks on both companies and they refuse to <em>help</em> me fix the <em>problems</em> on my credit statement as wrll as reimbursement for thefts and access to my identity"],"issue":["<em>Problem</em> with a company's investigation into an existing <em>problem</em>"]},"sort":[28.348148,"12006054"]},{"_index":"complaint-public-v1","_id":"7918374","_score":16.905277,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear XXXX, XXXX, XXXX, and Chime Financial, and Directors of FTC, CFPB, FRB, and States Attorney General of California. \n\nThis is my 12th attempt to Chime bank, et al, concerning its \" ongoing criminal acts of delaying to send my refund of {$970.00}. Chime reps keep making its excuse, attached for not refunding my stolen XXXX, {$970.00} ; and it willfully ignores my more than dozens of requests I have made by telephone and email specifically outlining, detailing and stating what my serious problems are with Chime Bank, et al. \n\nOn XX/XX/XXXX, I am replying to my 12th ignorant Chime rep., XXXX, who did knowingly fabricate my other 9 emails of today, while other Chime employees over 4 months, have too ignored or refused to under-stand I want my Social Security Retirement Income refunded back of {$970.00} with penalties added for its 4 months delay. \n\nXXXX did too, as others did I named, failing to comprehended what my problem is since XX/XX/XXXX. NO Chime Executives TOOK any mmediate action against its Reps., who also failed to refund to those consumers ' with more than 100,000 complaints against the Parent Banks of Chime to refund my {$970.00} on XXXX XXXX, XXXXXXXX \n\nSee. Chime 's 10 improperly misstated reasons what my consumer complaint is about. Between XX/XX/XXXX - XX/XX/XXXX, none of Chime 's 10 recent employees are smart or intelligent enough to actually read my complaints as sent to them. \n\nThus, XXXX is telling me i am seeking help for something I had not asked for help on and is not relevant to my stolen {$970.00}. \n\n-- '' I understand that you are asking about the phone number and email address update in your chime account. I would be happy to assist you with updating the information on your account. To update your information, please submit : A clear photo of your ID ( driver 's license, state-issued ID card, or military ID card ) that shows all 4 corners of the document.\n\n- The last 4 digits of your Social Security number.\n\n- A self-portrait ( selfie ) of you holding your ID document and a piece of paper with your name and today 's date written on it. '' This ignorant employee has also, like the others, had not read my complaint ; and, he is continuing to assist those fakep employees who stole my Federal Social Security Retirement Income of {$970.00} on XX/XX/XXXX. \n\nI never asked for help with my phone number and email address update. \n\nTherefore, on and after XX/XX/XXXX, Chime has repeatedly, willfully, and its employees have knowingly failed and deliberately refused to refund my SSRI. Instead, Chime 's Customer Service, hase repeatedly told me RE-SEND MY DRIVER 'S LICENSE, SOCIAL SECURITY number, with a piece of paper with the date on it and a selfie picture, an exact way that a criminal Chime employee was able to access my acct, having me scammed to get my PERSONAL information that is to be already on file with Chime. \n\nIt is for these reasons I have found Chime, et al., must be criminally prosecuted and civilly sued for all damages it caused to me and tens of 1,000s of Chime 's customers. \n\nIt is for these reasons it appears why Chime is preventing federal agencies from filing criminal complaints when Chime bank is disguised as a nonbank, but a \" technology '' company that is unregulated by any Federal and States ' Banking, Consumer Protection Protection, State 's AG 's agencies codes and laws. \n\nRespectfully yours, XXXX XXXX XXXX '' XXXX XXXX, XXXX. \nXXXX XXXX XXXX XXXX, VA. XXXX XXXX XXXX XXXX I WANT TO BE A CLASSMEMBER TO PROSECUTE CHIME, ET AL., AND TO HAVE ITS \" CRIMES OF STEALING, EMBEZZLING, AND IGNORING TO REFUND STOLEN GOVERNMENT SOCIAL SECURITY RETIREMENT INCOME ( SSRI ) FROM ITS CLIENTS. \n\nSInce the embezzling, hacking and fraudulent intentions by Chime Executives and its employees, Chime, et al., has knowingly failed to, intentionally refused by setting up illegal methods to ignore by silence, adverse to 15 U.S.C. Secs. 5 ( a ) and 45 ( a ), while further engaging in XXXX activities conduct against millions of its consumers-customers. \n\nBecause my U.S. Gov't Social Security check is involved, I will notify the U.S. media outlets to advice them that it making Chime 's commercial is a further intent by Chime to engage in more illegal conduct against its customers. \n\nThank you.","date_sent_to_company":"2023-11-29T11:21:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"22315","tags":"Older American","has_narrative":true,"complaint_id":"7918374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-11-29T10:34:14.000Z","state":"VA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Thus, XXXX is telling me i am seeking <em>help</em> for something I had not asked for <em>help</em> on and is not relevant to my stolen {$970.00}. \n\n-- '' I understand that you are asking about the phone number and email address update in your chime <em>account</em>. I would be <em>happy</em> to assist you with updating the information on your <em>account</em>. To update your information, please submit : A clear photo of your ID ( driver 's license, state-issued ID card, or military ID card ) that shows all 4 corners of the document."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.905277,"7918374"]},{"_index":"complaint-public-v1","_id":"20208903","_score":10.770278,"_source":{"product":"Checking or savings account","complaint_what_happened":"b\"This might be my last hope to talk to someone that have common sense, I live in XXXX  and never before had so many problems with since I live here in XXXX  with BOA.\\nPlease read the last chat I had with a csr from BOA \\nThis is a copy of my chat with a BOA person on XXXX\\nHi XXXX, your message is being routed to a BOFA Social Media Advocate. We'll connect with you as quickly as we can.You sent: that is wy they blocked my account for asking a code and retrying to change my password BOA claimed I needed to do but your sytem doesn't work I had to redo it even though according to your email I was all set to go but no such luck even the csr's could not help me I need to get to my money to pay my bill soon XXXXA Bank of AmericaGood Afternoon, XXXX .Allow me a moment to see how I can assist timely and then call to connect. ^XXXX, : ok XXXX  because I need this resolved today Bank of America I will call now. ^XXXX  You sent they say is successfully resolved but everytime I try to log in the system tells me I need to change I am running out of passwords and patience You sent BOA blocked my account not being my fault but BOA and I have suffer for it, like I did getting my credit card replaced took four months als not my fault. You sent: I wish you can call me but you catcall out of the states the call what about browsing with me on the computer so you can see Bank of America Thank you for making me aware. We have a secure chat option but that is if clients can successfully log into their online banking. ^XXXX. Bank of America So for this request, you would need to call XXXX.If you need help connecting, please let us know. ^XXXX You sent they claim that they need to identicate me before the can talk to me because they claim without doing this they can't get into my acount Bank of America account I apologize, but that is the only option we have available to us. ^XXXX.  You sent: called five times yesterday all I got more frustration because the identification process waited sor almost three days for that nonses and then they claim thank you for being a valued customer You sent:.so what you are telling me is I have to go to a branch like the other once tell me to do Bank of America  ^XXXX  I will document the concerns, but that is the team we need to get you to. ^XXXX  . You sent: can you get to them because the csr won't unlesss she can identify me Bank of America ^XXXX  I would be happy to connect you to them. ^XXXX  You sent: ok You sent I am calling them now Bank of America I called the number and it rang for a bit and no voicemail answered. If there is a better time let us know. ^XXXX  You sent let you know the outome You sent because I am on the phone. Bank of America Ok! Thank you for letting us know. That is the only team that can assist, as the Social Media team cannot help with this request we can connect with you. ^XXXX  You sent he couldn't and transferred me still waiting You sent. 'I gave him all the inf he asked for You sent and waiting I thought he could help me You sent high volume that is why I spend already two full days without getting anywhere You sent it seems to me they should have a direct line so that You sent I don't have to wait at least half an hour and again going trough all the needed numbers and many times that is a problem because they claim the wrong number You sent still on the phone Bank of America I do apologize on that and will take note, ^XXXX You sent finally talked to someone but seems to have problems helping me he put me on hold twice after l explained what I told you Bank of America I do apologize but the other option is to go to when able to a local branch with two forms of valid ID. ^XXXX You sent also the number l got from XXXX  doesn't work because it has three or four commas between two numbers the operator tells me incorrect number You sent still on hold Bank of America. This is the number you need as mentioned: XXXX. XXXX You sent I have been on the phone for over an hour which should have been done in XXXX or XXXX Bank of America I apologize for that. ^XXXX  You sent. he came back and can't fix it and transfer me again.You sent new guy he checked and can't figure it out neither and put me on hold You sent again got disconnected , what now Bank of America. I can call and connect but as I mentioned I do not know what the wait will be as well as as the other option of the Financial Center. ^XXXX.You sent after I got disconnected I called and this lady tells me I need to go to a brach she is with the XXXX  department I can't believe it several csrs ask me XXXX  questions to identicate me why can't all of them do that and supposedly the last fraud guy I talked to was a higher up in the department and he put me twice on hold because he didn't know how to fix it and I got disconnected. is there a XXXX  department for checking the program because two of them told me that I have to talk to the XXXX  dept.You sent well I have been waiting for three days and before four months I am use to it but I need it fixed this is totally unacceptable and hate to put you in the middle but I need help big time Bank of America As mentioned the team you need can be reached at XXXX. The the other option is to go to a Financial Center with XXXX forms of valid ID. I do apologize for all that is happening, but those are the only two options we have available as the Social Media team cannot assist. ^XXXX  You sent l called them three times will de bank send me $XXXX  because that is the least it would cost You sent $XXXX They think it is a normal thing to tell a customer to fly back to the states to be identified themselves. And they didnt think anything of it, so I offer the same thing to come here and Identify me but this seem to be a one way deal even though it wasnt my fault I got blocked the BOA system failed and I have to pay for it big time. See successful, but it never was the system made me start over and over again which triggered a block and nobody I talk to when I presented the problem. As you can see it was succesfull but it wasn't because they made me do it over and over again until for the fraud people enough. and enough and block my account no looking into the problem what the last fraud person did instead of asking someone he just said I don't know and left me hanging, I call this incompetent and no care about all the people I talked to shame on you how you expect me to buy a plane ticket since they blocked my card think about it I am trying to send the 6 emails from BOA that my change of password was successfully completed 6 times but not true it made mi do it over and over again which cause them to block my account. XXXXXXXX waited four months to get my credit card replaced have been verified everytime by the XXXX  department over the phone on a by weekly bases that is because I made calls for XXXX months to get it. After four months of batteling and talking to the XXXX  department XXXX times and supposedly having send my card XXXX times I finally received it, now ten days later I tried to get into my Account and was told I needed to chacnge my code for securerity reason, eventhough I could get into my account on Ipad and Iphone. So I did after three tries I called because after every I tried it went back to the same page. They gave me a temporate code and was to change it as soon as I got in. tried it but same problem called again and talked to the XXXX  department, she gave me a code but this time I asked her to stay online while I put it in , same problem she couldnt believe it but could not help me either but will connect me with the XXXX  department she dailed I got disconnected. Called again talked to the XXXX  department he gave me a code and I asked him to browse with me he agreed after he got in he followed me putting the code samething tried it again and suggested not to have the info put in automaticly whit the computer but manually I did same problem like a revolving door. He told me that he couldnt do anything more to help me but would connect me with the tech department after XXXX  got disconnected, that was after four hours on the phone, so I waited till the next day. Called XXXX  times and they couldnt help me nor the XXXX  department because the couldnt identicate me and told me to go to a brach for help I told her that I couldnt afford this because I live in XXXX but didnt matter she couldnt help me. I can afford to wait much time more my car insurance is due an I have to live and not be able to get into my account I have no money to live. Need help desperately, can I get som help asap? XXXX XXXX and everytime I called I needed to be verified by the XXXX  department all of a sudden it can't be done but they want to see me in person that means buying a flight ticket stay in an hotel rent a car while it can be done over the phone. Strange they can fly to the moon and back but they cant find a way to unblock my card. While it is very simple and not complicatd at all. Simply use the XXXX  app and or any program like XXXX. , you can see the person and the needed ids and also can be sent too simple its easiier to say you need to go to a banch even though I made them aware that I live in XXXX  I am sure that I am not the only one with a BOA acount that lives abroad. Saturday XXXX XXXX  after six days of calling and pleading there was no wy to could nor would help me only liesseveral fraud officers told me they couldnt help me unblock my account but I nees to go to the bracnh to take car of that One person told me that my account was frozen and one account was block they wouldnt tell me why another one told me she couldnt help me but that I could cancel the accound and reopen a new account and have everythin transferred from the old to the new account. I ask her how she claimed I have to call the department that does this and can do it on line but she couldt and transferred me. New person he told me that I couldnt do this nor could I withdraw or transfer anything and might take 10 months for the investication. My best bet would be go to a branch after I explained  the emails a got my change of password was successsfull six times and live out of the country. Well that was it my cup runnet over building a hous no acces to money and need to eat we opened a couple of credit cards so we could pay for the trip. Sunday night at XXXX we took the bus from the XXXXXXXX XXXX busstation to XXXX airport, low and behold two  hours  and an halve it broke down  luckily another bus was on its way to XXXX XXXX and from thre we were suppose to get to the airport, good thing we had enough time. Waiting for a flight in XXXX  I received a phone call suposedly from BOA telling me my account is unfrozen and my credit card unblocked I told her thanks but I wish you would have called me yesterday I am going to visit a branch and she hung up. Checked into my flight as soon as I sat down got a phone call again supposedly from BOA , I explained someone just called me and told me everthing was clear but I still cant get into my account she said no and gave me a email address and phone number per email . Called the number nobody answered send an email never heard back. Next day went to the bank and ask why my account was frozen and blocked she couldnt explain but said there are several things, but I said I need to, no so to avoid more problems she said dont worry about it its fixed tried to login and yes it worked took her XXXX and I spend several days for a XXXX fix I think the Bank should be resposible for all my troubles and answers.\\nThis below I added after I had already written my complain and was on my way to the branch:\\n\\nI send these two emails to XXXX, her address was giving to me the seccond call when I was sitting in the plane waiting for takeoff.neither emails were answered, also a phone number XXXX was given and was told to contact XXXX  but none off my calls got anweredXXXX XXXXXXXX XXXX \\nFrom:XXXX XXXX XXXX XXXX XXXX XXXXnThis morning i received a call in XXXX  at the airport about my account and asked some question about it to help me to open clear my account. After she seemed to be satisfied with my answers she told she was going to-clear and open it also clear my card and use it today. Hour later I tried i still can,t. later while checcked in my seat got another phone call confirm the person that called me earlier and telling me it is not cleared up an was going to send more info and the lady van this XXXX  that called me and I  was to call her. As of yet nothing, l dont if Boa is playing with or what but this not the way of treating a customer especially for four months and have incompetent csrs telling they cant help nor their managers not even people from the XXXX  department, they even couldnt answer some work related questions. Sorry l had a business in XXXX XXXX but i could never do that to my customers if l had l wouldnt have  my business very lpng. Ok put your cards on the table and show me what you have.\\n \\nXXXX XXXX \\nFrom:XXXX\\nTo:XXXXXXXXRegards,XXXX XXXXof\\nhave been battling with your bank for about an year about blocking my account. All the years I lived in XXXX  never happens but since I live in XXXX too often.I am sending just the last blocking problems , mind you BOA now put the pedal to the metal got an email they blocked everything credit card on line . this is my only income I have to live, I guess BOA wants mi to XXXX  so they can collect my money for neglect of use.I am sending you the last blocks read and enyoy.\"","date_sent_to_company":"2026-03-19T11:32:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"20208903","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-03-12T17:25:45.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["about it to <em>help</em> me to open clear my <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.770278,"20208903"]},{"_index":"complaint-public-v1","_id":"6942887","_score":10.373674,"_source":{"product":"Checking or savings account","complaint_what_happened":"US Bank\nU.S. Bancorp Center XXXX XXXX XXXX XXXX XXXX XXXX\n\nXXXX XXXX XXXX XXXX Corporate Switchboard\nXXXX XXXX Customer Service\nXXXX  - Cardmember Service Fraud Prevention Department\nXXXX  - Cardmember Service Fraud Prevention Department\nXXXX  - XXXX XXXX (Social media guy that threatened me)\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\n\nPersonal Checking: XXXX\nBusiness Checking: XXXX\n\n\nAgreements:\n\n\n\n\nOpen Issues:\n\nThese are the open issues. The date cited next to the issue is when the issue first happened. \nScroll down in the log to that date to see all details, and scroll up to see the history.\nXXXX XXXX XXXX XXXX XXXX XXXX  - US Bank representative called me, was rude, harassing, and threatened me. (XXXX)\n\t- XXXX  from Social Media team called me.\n\t- Called me stupid, then threatened me with unspecified physical violence.\n- US Bank branch personnel were incredibly rude and nasty to me. (XXXX)\n\t- XXXX XXXX XXXX  \t- One lady refused to answer any of my questions.\n\t- Another lady butted in and started loudly and rudely talking at me.\n\t- That second lady ignored me altogether, chased me out of the bank, and accused me of yelling.\n- US Bank personal account fraud charges issue (XXXX)\n\t- I got a text about fraud charges, had to dig deep for ID for sender.\n\t- Checked my US Bank personal checking account (XXXX), FOUR fraudulent charges.\n\t- Requested assistance via phone and in person several times, all refused.\n- Unknown deposit in business account (XXXX)\n\t- Unknown check deposit for $100 XXXX XXXX  \t- On XXXX, this transaction is not found at all.\n- Unable to reach a person via telephone for assistance\n\t- This issue has been going on for a long time.\n\t- The automated systems don't allow me to speak to a person\n\t- The automated systems say my information is invalid and hang up on me\n\t- The automated systems don't offer me an option for why I'm calling\n- Inability to utilize offered services\n\t- US Bank refuses to process my application for a personal or business credit card\n\t\t- They've said I need to unlock/unfreeze all three of my credit reports for 2-4 weeks, this is not acceptable to me.\n\n\n\nLOG\n---\n\nXXXX\n\nNothing heard from XXXX XXXX, still no statements. Time to reach out for more help.\nXXXX, calling corporate switchboard. Transferred to C/S?\nXXXX XXXX Confirms she's C/S, not corporate. I told her what I'm after and left her to it. She became argumentative and abusive, then hung up on me.\n\n\n\n\n\nXXXX XXXX XXXX XXXX XXXX VM, left VM.\nOn Monday I need to ask for external help again.\n\n\nXXXX\n\nEmailed XXXX  again about the statements, need them for a payment dispute, asked him to please email them to me today.\n\n\nXXXX\n\nBumped email to XXXX  for statements again.\n\n\nXXXX\n\nIt appears I've been issued credits for all four XXXX fraud charges.\n\n\nRequested again that XXXX provide me with the statements.\n\n\n\n\nXXXX\n\nCFPB response from company.\n\nXXXX  Response, US Bank says no change.\nReceived statements and stuff in the mail today.\n\n\n\n\n\nXXXX\n\nStill no resolutions.\nCalled CFPB, gave info/reminder. 3 times.\nAfter a lot of calls and XXXX, it finally got resolved and I could view the response. \n\n\n\n\nXXXX\n\nCalled CFPB, same stupid nonsense in the first call. Finally got to a supervisor in the 2nd call, gave my info and request again.\nEmail from XXXX XXXX statements have been mailed, disputes are in process.\n\n\n\n\n\nXXXX XXXX, Called CFPB to follow up, XXXX, still no help or cooperation.\nCalled Ombudsman, left Vm. Emailed Ombudsman.\nXXXX, XXXX also refused to assist or cooperate.\nXXXX After MANY calls to the CFPB this morning, I finally got to a supervisor that was willing to cooperate. I gave her the information, and asked for an email when the task is completed.\n\n\n\nXXXX  \nCalled CFPB to follow up again, still no help/cooperation there.\nStill nothing from US Bank either.\nXXXX called XXXX XXXX, got through. VERY difficult, kept talking over me/at me, and blaming me for all the problems.\nHe hung up on me, so I called back. He claims he couldn't hear me... \nHe's going to mail me the statements (all of them!) and dispute the fraudulent transactions, then send me an email with proof thereof. \nMore emails to the CFPB Ombudsman asking for help there.\n\n\n\n\n\nXXXX\n\nUS Bank is apparently sending me a new debit card.\nWow. XXXX\n\nEmailed all reminding them I am still in need of assistance.\nReplied again to last email asking for help.\nCalled CFPB to ask again for help with the complaint response. Got a lady that hung up on me. \n\nSeveral calls to CFPB, more rude people.\nEmailed CFPB ombudsman. Auto reply.\nCalling Ombudsman office. TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX (Toll-free)\n\n\n\nXXXX\n\nEmail from XXXX XXXX  with some garbage/spam stuff. I think he was trying to send me my statements.\nI replied, let him know of the issue, and asked for my statements directly as .pdf's.\nI did offer to come by his office and let him put them on a flash drive I'll provide.\nI called the corporate switchboard and it goes to hold music for awhile, then disconnects.\nAll of the numbers I've called go to hold music, then disconnect, it appears they've blocked my number.\nThey clearly no longer wish to communicate with me directly, so I'll have to take this up externally.\n\n\n\nXXXX XXXX response from US Bank, in short, they closed my accounts because I asked them to allow me to dispute the four fraudulent transactions, and they refused to do so.\n\n\n\n\n\nXXXX\n\nReceived a letter and some checks from US Bank, they're closing my account. XXXX XXXX XXXX XXXX\nI cannot retrieve statements in my business account, and I cannot log in at all to my personal account.\n\nXXXX, Called, VM, left VM. \nXXXX, called XXXX Main branch, opt 3. Unavailable. \n\nXXXX, Submitted CFPB complaint for account closure without full refund or statements, ID FOR COMPLAINT SENT TO US BANK\nXXXX\n\n\nCannot file Texas Banking Department complaint, need to file federal. \nhelpwithmybank.gov, called XXXX XXXX  to see who regulates US Bank, no help.\nEmailed help form for help.\n\nXXXX, call, corp switchboard, looking for Exec office. Sounds like C/S, called again. \nXXXX same again, call 3, XXXX. Same thing.\n\nXXXX, CFPB response, says company replied. I can't view or get to the attachments.\nSubmitted feedback saying so. \nCalling CFPB for help.\nXXXX XXXX Complaint # XXXX. Not helpful, taking a long time. Refused to help me, nothing more can be done here.\n\n\n\n\nXXXX XXXX Called XXXX XXXX operator, system hung up.\nXXXX, Corp. XXXX, no help.\nXXXX, Emailed all addresses with Open Issues List.\nXXXX call customer service, eventually got through to a person, she completed everything I said and refuse to assist\nXXXX, called the corporate switchboard number, talked with XXXX again, still does not want to help me.\n\n\nXXXX XXXX, From XXXX XXXX XXXX XXXX (3 minutes ago)\nto me\nGood Morning, \n\nThe second email you sent with your notes copy and pasted has not come through.  I was not able to gain access to your notes through the link you provided either. When you have a moment, would you please resend your email with your notes copied? Once I have those notes, I can submit the fraudulent activity to our fraud department.  \n\nThank you,\n\nXXXX XXXX\n\nUS Bank\n\nI replied, sent an acknowledgement/compliance email first, then copy/pasted the note again into it's own email reply. XXXX received a call from XXXX, a gentleman from US Bank whose name I did not write down or remember, and was responding to my survey feedback. Some difficulty in getting him to tell me whether or not he had read my log, we did determine that he has not read it, I told him if he would send me an email requesting it I would send it to him and he could read it over and then choose whether or not he wanted to provide me with actionable resolution steps.\n\nXXXX calling XXXX XXXX. VM, left VM. \n\n\nXXXX\n\nXXXX no progress yet.\nEmail sent to all addresses nudged, reply all asking for help again.\nXXXX, checking online banking. No changes, no messages.\nXXXX, calling Corp. XXXX. He started trying to learn more about the issues, then started talking over me. End of call.\nXXXX Call, C/S, lots of '0#'. \nXXXXXXXX XXXX. Gave name and intro. Refused to assist or transfer to supervisor, then began to argue about it. XXXX, Calling Fraud, auto system, no human.\nXXXX next #, also fraud, auto system, no human. \nXXXX XXXX XXXX, left VM.\n0815, Found a way to access chat through 'Contact us'.  XXXX. I  gave her the open issues list with a link to my log, she ignored it all and either doesn't know how to help me, or, won't help me.\nXXXX end chat.\nXXXX Email from Social Media Team, \nGood morning, XXXX\nThanks for emailing us again. I understand you still need assistance. I notice you spoke to our ambassador XXXX last week. He is currently out of the office, but if you'd like a different ambassador to reach out, please let us know. \nAll the best, \nXXXX XXXX.\nU.S. Bank\nSocial Media Ambassador | Social Media Customer Care\n\nReplied:\nI AM COMPLETELY SHOCKED AND AMAZED AT YOUR INCREDIBLY DIFFICULT RESPONSE.\nAS IT WOULD SEEM I HAVE NOT MADE MYSELF CLEAR, I AM, AS I HAVE SAID MANY TIMES, STILL AWAITING ASSISTANCE FOR RESOLVING THE OPEN ISSUES WITH US BANK.\nI AM NOT CONCERNED WITH ***HOW*** YOU PROVIDE SAID ASSISTANCE, I AM SIMPLY WAITING ON YOU TO ***START*** PROVIDING ASSISTANCE.\n\nTHERE ARE MULTIPLE OPEN ISSUES AND I AM STILL WAITING FOR YOUR ASSISTANCE IN RESOLVING THEM. PLEASE SEE THE DETAILS PROVIDED AND PROVIDE ME WITH ASSISTANCE TOWARDS A RESOLUTION.\n\n\nXXXX email again.\nSocial Media Customer Service Shared\nXXXX (3 minutes ago)\nto me, XXXX XXXX XXXX XXXX there, XXXX.\nWed be glad to offer our assistance in any way we can to help address your concerns. Please let us know if you would like us to give you a call today and discuss our available options to further resolve this matter. We look forward to hearing from you and being able to further assist.\n\nWarmly,\n\nXXXX XXXX  \nCommunications Rep\n\nPronouns: She / Her / Hers \n\nU.S. Bank\n\nMissouri A Home-Based\n\nReplied:\nI SEE I STILL HAVE NOT MADE MYSELF CLEAR.\nI AM STILL REQUESTING ASSISTANCE WITH THE OPEN ISSUES.\nPLEASE REVIEW THE DETAILS ALREADY PROVIDED TO YOU, AND PROVIDE RESOLUTIONS.\nAGAIN, I DO NOT CARE ***HOW*** YOU RESOLVE THE ISSUES, JUST THAT YOU ***DO***.\n\nAS ALWAYS, I WOULD MUCH PREFER TO NEVER BE ON THE PHONE WITH US BANK AGAIN SINCE YOU'RE ALREADY RUDE, DIFFICULT, AND ARGUMENTATIVE ON THE PHONE. IF THAT IS THE ONLY WAY YOU CAN PROVIDE RESOLUTIONS, THEN PLEASE STOP WASTING SO MUCH TIME AND START GETTING THINGS DONE.\n\nXXXX, Called corp office to see if they would like to help move this along. Got XXXX again. Difficult conversation, I gave him the information he asked for, and then he talked over me, and hung up on me.\n\nXXXX, XXXX from US Bank called me, XXXX \nXXXX\nLots of talking, finally getting down to brass tacks, emailed him my log.\nHad to copy/paste into an email, he can't use the link yet. \nWorks at a branch in XXXX, helps the district with complaints. \nSounds promising, will get back to me ASAP with fraud/dispute case #'s and then work on getting the rest of the issues resolved.\nOpen to call tomorrow evening, same time frame.\n\n\n\n\n\nXXXX XXXX calling corp #. XXXX. I attempted to have a conversation with him, but he kept talking over me.\nXXXX, calling C/S. XXXX XXXX. I gave her my blurb and info, and asked for someone higher up to help me.\nShe became belligerent and harassing, then hung up on me.\nXXXX finally able to login. ONE of the four charges has been refunded to me.\nCalling C/S #, call 2. XXXX XXXX. gave name, req supervisor, gave reason, req supervisor again. She became abusive, I had to move on.\nXXXX, Call #3. \nXXXX Female agent, couldn't get name. I req. supervisor. Refused to transfer. Continued to argue and lie.\nXXXX, CFPB complaint filed, ID FOR COMPLAINT SENT TO US BANK XXXX XXXX XXXX, not a supervisor. Asked for one again. He hung up on me. \nXXXX corp. XXXX, rude C/S agent, refused to listen.\n\n\n\nXXXX XXXX, calling Corp. Switchboard. \nXXXX XXXX. We had an incredibly difficult exchange, but he finally stopped talking long enough for my to get a few words in and I briefly summarized the issue.\nI also confirmed he sees my phone number on caller ID.\nHe asked me to hang on, then hung up on me.\n\nChecking online banking, all four charges are still present. Attempted to dispute charge, told to call or visit branch.\nXXXX, Calling XXXX. Automated system, very difficult.\nXXXX XXXX. Ignoring me, req supervisor. XXXX, hold. XXXX, they hung up on me. XXXX call 2. Automated system, 0# a bunch, hold. XXXX Refused to assist or transfer, asked for the reason for a supervisor right after I told her why, ignored me, talked over me, hung up on me. \nXXXX call 3. Another rude woman, lots of difficult, put me on hold, XXXX After several bad exchanges, she hung up on me.\n\n\n\nXXXX\n\nI stopped by the branch on XXXX  this morning while visiting XXXX  house.\nThe lady I talked to there said I had to have an appointment, no appointments were available, and would not tell me when the next available appointment was.\nStatement email; replied with request for updates. XXXX XXXX  Calling to follow up on open issues. XXXX took my call ( I had to ask for his name), refused to answer my question about updates, and then transferred me to a dead line.\nXXXX, logging in to personal account, balance is XXXX XXXX transfer to XXXX  taken out, XXXX charges completed.\nFound and using dispute transaction link.\nIt says I have to call or visit XXXX, calling. \n\nXXXX  still fighting with the automated system, transferred to the card services fraud department auto system. The system hung up on me saying my phone number is not valid.\n\nBusiness checking account is not showing the XXXX check deposit anymore.\nFound and added XXXX profile to log.\nFiling XXXX complaint. Your temporary complaint ID is XXXX  . If you provided an email address, you will receive an email with your official complaint case number and a link to your case within approximately 48 hours.\n\n\n\n\nXXXX Emailed all addresses above asking for help, copy/pasted open issues, gave log link.\nXXXX XXXX response, complaint sent to business.\n\n\nI had another call this evening where I actually got through to a human. She refused to assist me, wouldn't answer any questions, wouldn't get me anyone else, or a supervisor.\n\n\n\n\nXXXX\n\nXXXX XXXX  from US Bank social media dept called me from XXXX\nHe did not read my log.\nHe lied, saying he does not have access to my log.\nHe failed or refused to provide ANY intended resolutions to the open issues.\nHe then went on to talk over me, and then threatened me, sounded like, 'If you don't stop talking and listen, I'll make you shut up'.\nI hung up.\nI updated the XXXX review with this information.\nXXXX, called the Corporate #. XXXX took my call, I had to ask for his name twice.\nI have him my summary, and he says he would transfer me to the executive office. I asked him not to, and gave him my name and #, which he refused to accept, and transferred me anyway. The line disconnected when he transferred.\n\n\nXXXX\n\nI received some odd text messages last night, perhaps about fraud.\n\nChecked my online banking, found matching charges that aren't mine.\nReplied with 2 to the SMS.\nI called the number in the sms alert, XXXX Suspicious, seemed like spam.\nCalled US Bank customer service, XXXX, rude agents, no help.\n\nCanceled my external transfers into this account.\n\nI went into the branch on the corner of XXXX XXXX XXXX XXXX this morning, and asked for help with this. The girl at the counter was very difficult, did not answer any of my questions, and said I had to call the phone number on the back of my card. I called it again while I was there with her, and I had the same results, the automated system hung up on me. The girl behind the counter said it was my fault because I didn't follow the directions and I needed to keep pushing buttons until I reached a person like the system said, even though the system did not say that. She also refused to tell me the minimum balance necessary in the account to keep the account open.\n\nI then called the so-called corporate phone number, XXXX, and I got several rude people there who talked over me, ignored me, argued with me, harass me, and refused to assist me.\n\nAs I'm not able to find anyone to assist me with any of these issues, and I currently have no further methods of contacting US Bank to ask for help, I don't know what else I might be able to do. At this time I'm simply waiting for the fraudulent transactions to process, and then I'm hoping to find a way through the website to mark those transactions as fraudulent, or to dispute them. Once I'm able to get that resolved I will simply transfer most of my money out of that account, and wait for them to solve their problems.\n\nThe difficult girl at the bank branch did say that my personal debit card is suspended until the fraud alerts are resolved, so nobody can use that card anyway. Also, there was another girl there who started talking at me while I was talking to the first girl and even though I told her I was not interested and I did not want to have two people talking at me she continued to talk at me anyway, saying that the phone number the first girl gave me was the correct phone number, which is stupid because I never asked if that was the correct phone number to call. That same second girl also accused me of yelling, which of course I was not yelling. I then gave them a very clear example of the difference, and they got very bent out of shape and started crying about me needing to leave.\n\nI posted a review for that branch on XXXX XXXX.\n\nXXXX\nReply on XXXX XXXX:\nThank you for taking a moment to share your experience with us, XXXX. Were happy to review this with you to see how we can help. Please send us an email to XXXX with your phone number and reference number XXXX, and we will call you directly to assist. We look forward to hearing from you. Thank you. XXXX  \nI forwarded the XXXX XXXX  email to them with a link to this log and a request to read it, then reply there with their intended resolutions.\n\nThese are the fraudulent transactions:\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\n\nEmail response, they're insistent on talking to me... XXXX XXXX XXXX\nI replied, gave them, my home number, warned them clearly.\n\nAlso, on the business side, I have a check deposit of $XXXX XXXX XXXX  today and I don't know what that is. I know I did not deposit any checks with US Bank today.\n\nXXXX  check Check XXXX Pending XXXX Transaction info  DescriptionCheck  Transaction DateXXXX  \nTransaction timeXXXX XXXX. Typecheck\n\n\nXXXX\nEmail from US Bank saying I've been unenrolled from XXXX.\nI replied asking which one caused it and why.\n\n\nXXXX\nAnother email, correction, customer group is NOT changing.\n\n\n\n\nXXXX\nEmail from USB, saying my customer group has changed.\n\n\n\nXXXX\nEmailed XXXX  to see what US Bank can do for me in business banking.\n\n\nXXXX\nHaving issues. Tried to pay for XXXX order with debit card, woudln't go through. Finally got in to chat with US Bank rep, they said call or go to branch.\nCalled branch, too busy to take my call.\nChat caused my laptop to freeze, had to hard reboot.\nCalling C/S :(\nXXXX XXXX, xfer to business center? XXXX hold. XXXX XXXX. Refuses to assist, keeps arguing, lying, refusing to help, answer any questions, etc. Says she's 'trying to help', but all of her actions have been harassing.\nAt this point, there's nothing we can do to move forward. When US Bank wants to resolve this, they can send me an email to get that process started. Until then, I understand they don't want to assist.\n\nXXXX emailed XXXX XXXX XXXX, email from XXXX, he says credit reports are frozen. For the card, he says if it's international, I'll need to apply for a block to be removed.\nGot a call from him, we talked, he wants to help me fix these things.\n\nAnother email from XXXX, they want all three credit reports unlocked for 48 hours, which I already advised I'm not willing to do.\nAt this point, I'm led to believe that US Bank just isn't interested in helping me, and I've spent too much of my time with this already.\n\n\n\n\n\nXXXX  Visited branch in XXXX today, met with XXXX XXXX, business banker.\nHe got me applied for a business credit card, and said they could also help me with a business line of credit once the card is established in good standing.\n\n\nXXXX\nUnable to login to my personal account. Wrong XXXX, wrong XXXX, no profile found? XXXX\nI stopped in at the XXXX XXXX  branch while I was in town to ask about cleaning up the account issues.\nWorked with XXXX XXXX had to explain things multiple times, but she says she made progress, and the issues should be resolved in 2-3 days.\nI was able to change my business profile User ID. \nThere is no option to be able to manage my business account debit card from my personal profile.\n\n\n\nXXXX\nError persists in business profile.\nMore emails with XXXX Online department is involved, something wrong in the background.\nNo useful information.\n\nIn my personal profile, when I attempt to link my personal external account, I get stuck at the secure access code screen. I get a call, a secure access code, and I enter it, but then the US bank website starts the process over.\n\nI setup a link from XXXX to US Bank, waiting for the trial deposits.\n\n\n\nXXXX\nBumped email to XXXX  again.\n\nXXXX\nIn business profile, I get an error when I attempt to transfer funds to my external account:\n\nYou are not currently eligible for external transfers.\n\n\nYou can view any past transfer activity on your account, but currently you cannot make any transfers.\n\nI emailed XXXX for help.\n\n\nXXXX XXXX, calling to get help linking my external account. I want to link my XXXX account so I can move money back and forth. XXXX XXXX, not helpful, kinda difficult. XXXX  back to queue. \nXXXX XXXX XXXX\nLogged into personal. Changed all options to paperless.\nChanged my username, logged out, logged back in. \n\n\nXXXX\nOpened Business Account\n\n\n\nXXXX\nOpened Personal Account","date_sent_to_company":"2023-05-08T18:50:06.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"763XX","tags":null,"has_narrative":true,"complaint_id":"6942887","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-05-08T18:47:16.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":[".\n- US Bank personal <em>account</em> fraud charges issue (XXXX)\n\t- I got a text about fraud charges, had to dig deep for ID for sender.\n\t- Checked my US Bank personal <em>checking</em> <em>account</em> (XXXX), FOUR fraudulent charges."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_issue":["<em>Problem</em> accessing <em>account</em>"]},"sort":[10.373674,"6942887"]},{"_index":"complaint-public-v1","_id":"12534592","_score":8.801276,"_source":{"product":"Debt collection","complaint_what_happened":"I have had issues with XXXX XXXX beyond measure. It all started when I returned a phone that I had owned for about a year with them. At one point, I had two phones and decided I no longer needed the second one. I had one phone on a family plan and the other on my own separate account. I returned the phone associated with my own account ( not the family account ) and called from that phone to cancel the account. Because I called from that phone, I was not required to verify my account.\n\nWhen I initially set up the phone on my own account, the employee assisting me was not very helpful and did not set up my account properly. As a result, I was never able to log in, and I never had a PIN set up. However, I had automatic payments enabled and never missed a payment. Over the past four years, I have been focused on building my credit, increasing my score by nearly 100 points, and now maintaining around a 750, depending on which credit bureau you check. \n\nWhen I called to cancel the account, I made sure that everything was paid and that I was in good standing. XXXX informed me that I simply needed to return the phone using the box they provided, following the return instructions. I took the phonestill in perfect condition, with its case and screen protector intactto the post office and returned it. \n\nLater, I called XXXX from my current phone, which is on my familys plan, and received confirmation multiple times that they had received my returned phone. Initially, they stated that a temporary charge would be placed on my account until the phone was received, at which point the charge would be removed. However, even after receiving confirmation that XXXX had received the phone, I continued to receive email bills stating that I owed over {$1000.00} for the device. \n\nI spent at least XXXX hours dealing with customer service, enduring false promises from representatives who had no accountability. Every time I called, I had to re-explain my situation, and I could never reach a manager. Every time I scheduled a call with management, they never followed through. One day, I called XXXX main customer service line as well as their corporate number, scheduling two separate callbacks with managementneither of which were returned. This happened repeatedly. \n\nI asked for email support or any means of escalation that could help resolve my issue, but I could not reach anyone with the authority to fix the problem. I then reached out to their social media teams on XXXX, XXXX, and XXXX, explaining my situation. \n\nWhenever I called XXXX from my phone on my familys plan regarding my canceled account, I was only given minimal details because I did not have a PIN for that account. This meant I also couldnt log in to access customer support online beyond a certain level. Even after explaining this, XXXX management would ignore the issue and instead send me a link to log in, preventing further engagement. It was a self-defeating cycle. I even attempted their online chat service, but after a few hours, a new agent would take over, reread the chat log, and ultimately fail to resolve anything. I had to explain my situation to at least 20 different representatives. It was exhausting and time-consuming. \n\nDespite following every instruction they gave me, XXXX continued to harass me with emails and charges. At one point, I was told over the phone that I needed to visit a XXXX store in person. However, after going to a store, they informed me that I actually needed to visit a corporate store. Once again, I had been misled. When I finally went to a corporate store, they attempted to verify my identity on behalf of my canceled account so we could finally resolve the issue. The store representative called XXXX corporate support line to confirm my identity and was told my case would be escalated to management for resolution. \n\nA few days later, I believed everything had finally been settled. Instead, XXXX withdrew the money directly from my bank account. At that point, I contacted my bank ( XXXX ) and disputed the charge, explaining my situation. \n\nNow, I have received notice that I owe XXXX {$84.00} for the final months bill on that canceled phone, which was from either XXXX or XXXX of 2024 ( I cant remember the exact month ). When I previously called, I was assured that this final bill would be deducted automatically, just like my past payments, and that everything was settled. Not only do I not trust paying them due to their history of false promises, but I also dont believe I even owe this amount. It feels like they are falsely charging me. Additionally, I have no way to pay it since I no longer have access to the account. \n\nThis past week, I called the number listed on the letter XXXX sent me regarding the billtwiceand both times, their automated system disconnected me before I could reach a representative. The AI phone system kept hanging up on me. The only other payment options listed on the letter were to visit a XXXX XXXX XXXX or make a cash payment at a XXXX or XXXX XXXX location. However, given XXXX negligence and mishandling of my case, I do not feel comfortable making a cash payment. \n\nI believe XXXX has severely wronged me. I have done everything in my power as a customer to resolve this, and they have failed me at every turn. Today, at XXXXXXXX XXXX XXXXXXXX XXXX, I received the following text message : \" XXXX, you are delinquent with your XXXX payment. Your account has been placed with MRS BPO, a collection agency. Click here to pay your bill today : [ link ]. Reply STOP to opt out. To see important rights and information, click [ link ]. '' A month or two ago, I also received a similar text from a different debt collector. I think I deleted the message at the time, assuming it was spam. \n\nI am unsure of what to do now. I feel completely wronged in this situation and do not want this to negatively impact my credit, as I have done everything right and have followed every step they provided. \n\nThank you. This was difficult to piece together since so much time has passed since the initial cancellation, but if you have any questions, I would be happy to clarify.","date_sent_to_company":"2025-03-27T10:46:19.000Z","issue":"Electronic communications","sub_product":"Telecommunications debt","zip_code":"260XX","tags":null,"has_narrative":true,"complaint_id":"12534592","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"MRS BPO, LLC","date_received":"2025-03-18T22:46:40.000Z","state":"WV","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Frequent or repeated messages"},"highlight":{"complaint_what_happened":["I asked for email support or any means of escalation that could <em>help</em> resolve my issue, but I could not reach anyone with the authority to fix the <em>problem</em>. I then reached out to their <em>social</em> media teams on XXXX, XXXX, and XXXX, explaining my situation. \n\nWhenever I called XXXX from my phone on my familys plan regarding my canceled <em>account</em>, I was only given minimal details because I did not have a PIN for that <em>account</em>."]},"sort":[8.801276,"12534592"]},{"_index":"complaint-public-v1","_id":"3282352","_score":8.455193,"_source":{"product":"Mortgage","complaint_what_happened":"This email was sent to them on XX/XX/XXXX. \n\nHello, I'm sure that this communication will also fall on deaf ears just like all my other communication with you as a servicer of my mortgage loan. What I am extremely upset about is the lack of communication from anyone at Loan Care about the loss mitigation of my loan. Absolutely no one called directly from there and then XX/XX/XXXX a letter was sent out that I received on XX/XX/XXXX stating that my loss mitigation request was denied and no reason was given. Nothing. Still no phone call. I call in directly to speak to someone in collections and she says she also does not know why my loss mitigation request was denied. I was then told by another representative that a certified mailed letter was sent and I NEVER received that. There's proof of that I'm sure because that has tracking information. Then on XX/XX/XXXX I called to state that I would have the funds to pay my past due in full by the following week. I call in on XX/XX/XXXX and was told you will not accept my payment because my loan was sent for foreclosure to lawyers. I was then taunted with today XX/XX/XXXX that I could of paid at any time via XXXX   today and that payment would have posted. My point here is that I was communicating with you and you never had the will to call me, email or send me an sort of breach expiration date. Nothing. The communication there isn't lacking, it is nonexistent. Now, in order to reinstate my loan I have to pay over {$1200.00} in fees. That is not acceptable. I did my due diligence to communicate exactly what you wanted to hear, which is when I would make the payment and you proceeded to ignore everything and not only make things more difficult, but also collect fees that should of never been collected. Let me also say that I had a previous loss mitigation request that was approved and again I never received a call or email stating anything about that. Nothing. My frustration lies in the lack of communication and my preferred communication which was first Email and then second phone. You obviously don't listen to your customers that you service. In addition, I never signed for or received any certified mail that you say you sent. Nothing. Also, you assume that people can check them mailbox every day and I physically can't. At best I check the mail every two weeks and sometimes longer depending on my own personal circumstances. I should of received everything via my preferred way of communication but was not given that opportunity by you. I have also been asked many times what circumstances led to me being unable to make my payment. I also stated the reason many times and this too has got me nowhere so why keep asking. I still do not know why the last loss mitigation request was denied because that too has not been communicated. I was also never told that my first loss mitigation case was approved until I logged into the website to see it was an option. I then proceeded to make that monthly payment through the website and when I never received a confirmation email I called the next day and was told that the payment plan was terminated for nonpayment. Again, no one had answers as to why my payment was not processed. Nothing.again. The trend here is that no one communicates and no one cares. There are reasons why XXXX XXXX has won multiple awards for servicing loans. It's because they communicate with their customers. How hard would it of been to call me or email and say, \" Hey, Mr. XXXX we are going to submit your loan to foreclosure for nonpayment unless you can make a payment today. '' Why was that never done? Because you don't care to communicate that's why. All the evidence is there that my preference of communication was ignored. Why was this the case? Why was I ignored? I know I was ignored also because I asked for a call back from a supervisor and never received one. I had to call in and ask for a supervisor again. Why should I have to call in when you make a promise to call me back? Why is that a problem? Shouldn't you always return calls or communication in 24 hours or less or at least 1 business day? I still received no reason as to why you don't return phone calls and was only told you apologized that happened. This is the norm there. Never be proactive or admit a mistake and make the customer suffer. Most businesses that serve customers want to retain their customers and also make them happy. What are you going to do to make me happy after my frustrating experience with your lack of communication? What sort of compensation do I deserve for being ignored? I know what you are thinking already. You deserve nothing Mr. XXXX because if you would of paid your loan on time then you would of never experienced the worst side of our business. Now that I've experienced possibly the worst of your business do you even care? The circumstances for me not making my payment and my intention to pay is clear. My dad passed away and that was an enormous expense and my wife was on XXXX from work during a very rough XXXX. But none of that matters I know. It doesn't because I have said it over and over again and no one cares. There's zero compassion for your company. I've researched all your complaints. They are consistent with lack of communication and also lack of keeping promises. Now after reading all this you probably still don't care but I feel better letting you know how horrible your company is. I expect no one to do anything about this complaint because so far no one has taken action on anything. Unfortunately, borrowers can choose from whom they borrow, but they cant decide who services their loan. That's the predicament I am in. Now what will you do to make things right? \n\nSincerely, XXXX XXXX XXXX I received a reply on XX/XX/XXXX finally after asking why they haven't responded at all. I received this response which failed to answer all my questions. \n\nXX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX : Loan No : XXXX Dear Mr. XXXX : LoanCare , LLC ( LoanCare ) appreciates the opportunity to address your concerns submitted through XXXX. Your concerns are important to us and we welcome this opportunity to respond. Please accept our condolences on the loss of your father. We are required by law to follow federal and investor guidelines as it relates to the account being in a past due status which requires the assistance of an attorney. The attorney fees are not a monetary gain for LoanCare and is a standard practice within mortgage serving if a property goes into default. This information should have been explained to you in more details instead of you being advised that your file was sent to an attorney. The decision letter provided to you by our Loss Mitigation department denial reason is per investor guidelines the file must have twelve consecutive payments in order to be reviewed for loss mitigation. In regards to your preferred method of communication you do have the option of electing to only receive E-Statements instead of paper statements. If you should have any additional questions or concerns related to this matter, please do not hesitate to contact the Social Support Department, Monday through Friday from XXXX XXXX. to XXXX XXXX Sincerely, XXXX XXXX Social Support Department Then I noticed that they are trying to collect {$1100.00} in attorney fees yet I specifically asked the attorney what my costs would be for my pay thru date which was XX/XX/XXXX. I took a cashier check directly to attorney in the amount of {$10000.00}. Loan Care refused every time to accept my payment directly and instructed me that I had to go through attorney only. They even refused my payment before they told me that I had to go through an attorney. They have never called me directly with a live person and send letters in the mail that are obviously delayed because I receive them weeks later than the actual date on the letter. I am not paying any more fees or attorney fees that they are asking for. I should be completely caught up on the mortgage. They also refused to help me with loss mitigation and accepted my application once but never notified me directly via my preferred method of contact which is telephone or email so I never knew a payment plan was approved. I was then told to reapply for payment plan and was told it was denied because of late payments and not being able to financially make payments. In addition they never called me once. Never received anything in the mail about why it was denied but they demanded payment. I called in to make payment and they refused payment saying it was handed off to attorney that morning. Called attorney and they had no paperwork for my loan. It took another day to get ahold of the attorney and locate the paperwork they didn't send. The attorney sent me the pay through XX/XX/XXXX amount and said we would be good and to wait for next statement to ensure reinstatement. Well now they not only want money, but they want attorney fees and other fees and I already settled that with Attorney. I am not paying any other fees or attorney fees for them refusing to take my payment when they absolutely could of taken my payment. If needed I can find any other communication, but most communication was me calling them over the phone and they have recordings of those conversations I am sure. I attached documents that are relevant that I have now.","date_sent_to_company":"2019-06-21T18:30:52.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"85142","tags":null,"has_narrative":true,"complaint_id":"3282352","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2019-06-21T18:06:12.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["If you should have any additional questions or concerns related to this matter, please do not hesitate to contact the <em>Social</em> Support Department, Monday through Friday from XXXX XXXX. to XXXX XXXX Sincerely, XXXX XXXX <em>Social</em> Support Department Then I noticed that they are trying to collect {$1100.00} in attorney fees yet I specifically asked the attorney what my costs would be for my pay thru date which was XX/XX/XXXX. I took a cashier <em>check</em> directly to attorney in the amount of {$10000.00}."]},"sort":[8.455193,"3282352"]},{"_index":"complaint-public-v1","_id":"4590889","_score":7.8748903,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Compilation of email correspondence with their service team. \nThey are in no chronological order. \n\n\n\nCase # XXXX - Case # XXXX Inbox Coinbase Support XXXX Mon, XX/XX/XXXX, XXXX XXXX  to me Hello, We havent heard back from you regarding this case. \n\nIf you still require assistance, please reply to this message. If you no longer need help, we will automatically resolve your case in 48 hours. \n\nThanks, Coinbase Support ref : XXXX : ref XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX  to Coinbase NO this isn't resolved. \n\nI did everything you have asked for. \n\ncompleted the verification process 3timesto unlock my account initially once set up my account and again this time based on your most recent request. \n\nHow come all the info was good before but now all of a side you think i'm a different person? \n\nPlease Advise when you will be allowing the full use of the features inthe platform. \n\nI need to withdraw and send my money and to this date no help. \n\nI mean it only took me like6 months for you to unlock my account. Should I expect another 6 months for you to allow me to send or withdraw my funds? \n\nTHis is beyond pathetic. \n\nPlease advise an eta on the completion of this issue. \n\nRegards. \n\nDissatisfied customer. \n-- XXXX XXXX XXXX XXXX XXXX  XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX  to Coinbase FIX MY ACCOUNT!!! \n\nCase # XXXX - Case # XXXX Inbox Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  ( 22 hours ago ) Hello, We havent heard back from you regarding this case. If you still require assistance, please reply to this message. If you no longer need help, we will au XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX ( 10 hours ago ) Hello Team As of now this issue still has yet to be resolved. AS OF NOW this is still an issue. I have sent images of my passport card, my ID, My drivers licens Coinbase Support XXXX XXXX ( 1 hour ago ) XXXX XXXX, Thank you for bearing with us while we review your case. In order to proceed with the verification, we will kindly ask you to sign in to Coinbase an XXXX  XXXX XXXX XXXX  ( 14 minutes ago ) THIS HAS BEEN DONE AGAIN!!!!!!!! AND AGAIN AND AGAIN!!!!!!!! WHAT IN THE WORLD IS GOING ON WITH YOU PEOPLE!!! I HAVE ALREADY DONE THIS 6 TIMES ONCE LAST NIGHT XXXX XXXX XXXX XXXX  ( 8 minutes ago ) ONCE AGAIN THIS IS DONE FOR THE 7TH TIME RELEASE MY FUNDS!!!! \n\nXXXX  XXXX XXXX XXXX ( 6 minutes ago ) RELEASE MY FUNDS AND ALLOW ME ACCESS TO ALL MY FEATURES IN THE PLATFORM!!! \n\nXXXX  XXXX XXXX XXXX  ( 3 minutes ago ) YOU ARE HAPPY TO INCREASE MY PURCHASE ABILITY BUT NOT ALLOW ME TO SEND MY OWN MONEY OUT!!! YOU ARE BEYOND A JOKE RELEASE MY FUNDS NOW!!!! \n\nA XXXX XXXX XXXX XXXX  ( 0 minutes ago ) to Coinbase FIX MY ACCOUNT ALREADY!!!! \n\nXXXX Reply Forward -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Case # XXXX - Case # XXXX Inbox Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX to me Hello, Thanks for submitting your request to Coinbase Support. We're here to help and will be in touch as soon as possible. \n\nIn the meantime, you can find answers to many of your questions by visiting our Help Center. \n\nRegards, Coinbase Support ref : XXXX : ref XXXX XXXX XXXX XXXX Help Center | User Agreement and Privacy Policy Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX  to me Hello XXXX XXXX, Thank you for contacting Coinbase Support.\n\nYour Coinbase account includes a wallet for each cryptocurrency we support. Only supported cryptocurrencies can be sent to Coinbase and they must be sent to the correct wallets using the supported blockchains, otherwise that crypto may be lost.\n\nIf you sent unsupported cryptocurrency to Coinbase or sent cryptocurrency to a wallet that isnt specifically for that cryptocurrency, we may soon be able to recover your funds. \n\nWe're developing a service to help recover some of these cryptocurrencies, which should roll out later this year. For information about this service, see our help article : https : //help.coinbase.com/en/coinbase/trading-and-funding/sending-or-receiving-cryptocurrency/unsupported-crypto-recovery Before sending crypto to Coinbase, be sure to check if it's supported by visiting our Supported Cryptocurrencies article : https : //help.coinbase.com/en/coinbase/getting-started/crypto-education/supported-cryptocurrencies Thanks, Coinbase Support ref : XXXX : ref XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase So you have answered nothing I still cant send or withdraw any funds from my accounts please answer why I cant send any monies out or withdraw any monies. You seriously think this a joke or what? \n\nBeyond subpar customer service you are offering. \n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, Coinbase Support XXXX wrote : Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX  to me Hello XXXX, Thank you for contacting Coinbase Support. \n\nAs part of our compliance program, we are required to periodically review accounts. It looks like your account is currently restricted because your profile is incomplete. \n\nPlease take a moment to complete or update the following : https : //www.coinbase.com/verifications/identity/customer_info Once the form is completed, we'll review the restrictions on your account. Please note that we wont be able to review the restrictions until that information is submitted. \n\nThank you for your time and understanding. \n\nRegards, Coinbase Support ref : XXXX : ref XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase I have filled the link There is nothing for me to complete. Ive gone through all the tabs I already submitted my ID / took pictures confirmed my banking information-several times. \n\nWhat part of my profile is incomplete? \nYou want me to add a picture of me? \n\nAgain your service is garbage give me access to my funds stop sending emails that are generic and dont provide any clarity as of what is needed. Because I already completed everything you ever asked for. As many times you have asked it for. This is ridiculous. \n\nWhy are you withholding my funds. Coin bases is beyond garbage. \n\nLet me withdraw my money in done with your service!!! \n\n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, Coinbase Support XXXX wrote : Hello XXXX , Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX to me Hello XXXX, There are a few reasons why your information may not be verified on your first attempt, and we have some tips that might help with the more common issues : 1. Make sure all of your information is spelled correctly and filled in the correct boxes 2. Put your full legal name as it appears on your ID ( if you included a middle name on your first attempt, try omitting it ) 3. If you have recently changed your address or made other recent changes in your identifying information, try to input your previous address or information We recommend you try the verification process several times with the above tips in mind by clicking on this link : https : //www.coinbase.com/verify-identity If you still cant pass this verification step, please let us know. Were happy to help. \n\nThanks, XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase Hello Coinbase Team Once again I updated every single piece of information on the account and I still got nothing. How many other hoops do you want me to jump through? \n\nPlease advise when you are going to allow mw to send / Withdraw money from the account. \n\nThank you for your time. \n-- XXXX XXXX XXXX XXXX Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX  to me Hi XXXX, Thank you for contacting Coinbase Support. \n\nIn order to proceed with the verification, we will kindly ask you to sign in to Coinbase and verify your information using a photo ID here : https : //www.coinbase.com/verify-document Please note, your ID must : -Include your name, date of birth, and address. \n-Must be valid. We are unable to accept expired documents, even if the expiration date has been extended beyond the date listed on the ID document. \n-Be government issued. \n\nIf youre having trouble completing verification, please try these troubleshooting tips : https : //help.coinbase.com/en/coinbase/getting-started/authentication-and-verification/identity-verification.html Please let us know once you've completed this, so we can proceed with the manual review. \n\nBest regards, XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase I have done this 4 times!!! \nThis is beyond ridiculous. How many more forms of ID do you need to submit? \nOr is the 10th time the charm ... this is beyond frustrating..but you are happy to take more money? Your platform is a joke. It's unbelievable that it took me 6-8months to unloc\nk my account and now it seems like I have to wait another 6-8 months again to have access to my money.\n\nDo you expect me to change information every time I do it?\n\nWhat is this nonsense? Give me access to my accounts.\n\nOr should expect a 6-8 month turnaround or countless emails and countless referencing to case numbers you have failed to solve? \n\nout of all the platforms used. XXXX/Coinbase/XXXX/XXXX  Guess who is the worst one, the one with the worst custservice, the slowest response times. \n\nYou guessed it, IT'S COINBASE!!! \n\nBy far the worse platform of them all Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX  to me Hi XXXX, Thank you for your response.\n\nIn order to complete your identity verification, we will need some more information. Please provide the following documents : 1. A copy of your SSN or ITIN 2. A full copy of a bank statement, electricity/water/internet bill or phone bill that shows your name and current residential address, dated within 30 days. \n\nUpload your documents through our secure SendSafely portal https : XXXX Please use the same email address that you used for this support case. Also, we recommend using a desktop browser ( XXXX XXXX works best ) rather than a mobile browser. Once we receive your documents, we'll review them and get back to you. \n\nRegards, XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to XXXX, Coinbase The documents requested have been submitted. \n\nI see what may be causing confusion. This Ticket Was created using my other email address instead of the one in the account. \nI have CC 'd myself on the email to have the thread on both accounts. \n\nI look forward to hearing back from you soon. \n\n\nXXXX Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX to me Hi XXXX, Thank you for uploading the information.\n\nIn order to proceed with the verification, we will kindly ask you to sign in to Coinbase and verify your information using a photo ID here : https : //www.coinbase.com/verify-document Please note, your ID must : -Include your name, date of birth, and address. \n-Must be valid. We are unable to accept expired documents, even if the expiration date has been extended beyond the date listed on the ID document. \n-Be government issued. \n\nIf youre having trouble completing verification, please try these troubleshooting tips : https : //help.coinbase.com/en/coinbase/getting-started/authentication-and-verification/identity-verification.html Please let us know once you've completed this, so we can proceed with the manual review. \n\nBest regards, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase Wit what!?!!! \n\nAgain dude Ive done this way too many times Ive sent you bills Ive sent you images of 3 forms of ID / sate and federal. \n\nIve done this way too many times why in the world you still asking me to submit if one more time my ID is not going to change. \n\nWhats the purpose of this?!?! This is beyond annoying unnecessary and a display off poor customer service I will simply do this because Im tired of sending you emails requesting for you to release my funds. \n\nTired of your platform, tired of the lo g wait to get any help tired of your poor customer experitired of your lack of sense of urgency tired of you @ coinbase. \n\nI wish I would have never opened and put most of my money with you. I wish I could have not decided to use your platform. \n\nGet ready for the worse review in history across all your platforms android and apple. \n\nI will make it my purpose to post as much as I can letting people know how much of a scam you are I understand prospecting ppl privacy. I work in a bank always have all my life. But what you do is beyond anything.\n\nI will drive all the ppl o know to drop your platform and go to any of the other ones available. \n\nRELEASE MY ACCOUNTS NOW!!!! \n\nThis process has already been done tooo many times!!! \n\n\n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, Coinbase Support XXXX wrote : Hi XXXX , Coinbase Support XXXX XX/XX/XXXX, XXXX XXXX to me Hi XXXX, Thank you for your response and we appreciate your patience while reviewing your case. \n\nIn order to proceed with the verification, we will kindly ask you to sign in to Coinbase and verify your information using a photo ID here : https : //www.coinbase.com/verify-document XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase FIX MY ACCOUNT!!!!! \n\nCase # XXXX - Case # XXXX Inbox Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  ( 22 hours ago ) Hello, We havent heard back from you regarding this case. If you still require assistance, please reply to this message. If you no longer need help, we will au XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX  ( 10 hours ago ) Hello Team As of now this issue still has yet to be resolved. AS OF NOW this is still an issue. I have sent images of my passport card, my ID, My drivers licens Coinbase Support XXXX XXXX  ( 1 hour ago ) Hi XXXX, Thank you for bearing with us while we review your case. In order to proceed with the verification, we will kindly ask you to sign in to Coinbase an XXXX  XXXX XXXX XXXX  ( 14 minutes ago ) THIS HAS BEEN DONE AGAIN!!!!!!!! AND AGAIN AND AGAIN!!!!!!!! WHAT IN THE WORLD IS GOING ON WITH YOU PEOPLE!!! I HAVE ALREADY DONE THIS 6 TIMES ONCE LAST NIGHT XXXX  XXXX XXXX XXXX ( 8 minutes ago ) ONCE AGAIN THIS IS DONE FOR THE 7TH TIME RELEASE MY FUNDS!!!! \n\nA XXXX XXXX AM ( XXXX minutes ago ) RELEASE MY FUNDS AND ALLOW ME ACCESS TO ALL MY FEATURES IN THE PLATFORM!!! \n\nXXXX  XXXX XXXX XXXX  ( 3 minutes ago ) YOU ARE HAPPY TO INCREASE MY PURCHASE ABILITY BUT NOT ALLOW ME TO SEND MY OWN MONEY OUT!!! YOU ARE BEYOND A JOKE RELEASE MY FUNDS NOW!!!! \n\nXXXX  XXXX XXXX XXXX XXXX  ( 0 minutes ago ) to Coinbase FIX MY ACCOUNT ALREADY!!!! \n\nXXXX Reply Forward -- Regards. \n\nXXXX XXXX XXXX XXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  to Coinbase HAVE YOU FIXED MY ACCOUNT FEATURES ALREADY? \n\nNEXT STEP A CFPB COMPLAINT YOU HAVE 24 HRS TO FIX MY ACCOUNT FEATURES BEFORE I SUBMIT MY COMPLAINT ALONG WITH ALL THE EMAIL INTERACTIONS WITH YOUR TEAM THIS IS BEYOND RIDICULOUS. \n\nFIX MY ACCOUNT FEATURES NOW AND ALLOW ME TO WITHDRAW MY MONEY!!! \n\n\nWarmest Regards Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : FIX MY ACCOUNT!!!!! \n\n\nFIX MY ACCOUNT ALREADY!!!! \n\nXXXX Reply Forward Coinbase Support Thu, XX/XX/XXXX , XXXX XXXX to me Hi XXXX, XXXXhank you for using Coinbase and your patience while reviewing your case.\n\nIt appears you may be operating multiple Coinbase accounts ( XXXX ). For security purposes, we only permit the use of one account per person/business.\n\nTo continue using Coinbase, you'll need to close any \" extra '' accounts you've created. For user security and privacy, this must be done by the account owner. \n\nIn order to complete this process, login to the account you want to close and visit your \" Activity '' page : https : //www.coinbase.com/settings/account_activity. Scroll to the bottom of the page and use the \" Close Account '' button ( accounts must have a XXXX balance before they can be closed ). For additional assistance with the account closure process, please see : https : XXXX If you are unable to access your duplicate accounts and wish for help with the deletion, please reply back confirming the full email address of the account XXXX XXXX ) you wish us to delete on your behalf and authorise us to do so. \n\nThank you for your cooperation and understanding. \n\nRespectfully, XXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase Why do I still have no access to my accounts You need to fix this ASAP What is your problem!!! \n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Wit what!?!!! \n\n\nXXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase What the XXXX!!!! \n\nOperating multiple account!?! You are insane I only have one show me proof I have multiple accounts!!!! \n\nYou people are simply not wanting to allow me access to my fund I told you one I used the incorrect email to send you the ticket because my page was defaulted to that email. \n\nThis is beyond annoying beyond stressful Your company is a freaking joke release my funds This was my last straw with yall Im making a CFPB complaint on you I dont manage multiple accounts I only have o e just one!!!!\n\nYou bunch of thiefs and liars show me where I have multiple accounts you thief 's I live paycheck to paycheck how the XXXX can I afford multiple accounts you people are beyond frustrating Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Why do I still have no access to my accounts XXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX  to Coinbase What the XXXX!!!! \n\nOperating multiple account!?! You are insane I only have one show me proof I have multiple accounts!!!!\n\nYou people are simply not wanting to allow me access to my fund I told you one I used the incorrect email to send you the ticket because my page was defaulted to that email. \n\nThis is beyond annoying beyond stressful Your company is a freaking joke release my funds This was my last straw with yall Im making a CFPB complaint on you I dont manage multiple accounts I only have o e just one!!!!\n\nYou bunch of thiefs and liars show me where I have multiple accounts you thief 's I live paycheck to paycheck how the XXXX can I afford multiple accounts you people are beyond frustrating Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Wit what!?!!! \n\n\nXXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase What the XXXX!!!! \n\nOperating multiple account!?! You are insane I only have one show me proof I have multiple accounts!!!!\n\nYou people are simply not wanting to allow me access to my fund I told you one I used the incorrect email to send you the ticket because my page was defaulted to that email.\n\nThis is beyond annoying beyond stressful Your company is a freaking joke release my funds This was my last straw with yall Im making a CFPB complaint on you I dont manage multiple accounts I only have o e just one!!!! \nYou bunch of thiefs and liars show me where I have multiple accounts you thief 's I live paycheck to paycheck how the XXXX can I afford multiple accounts you people are beyond frustrating Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Wit what!?!!! \n\n\nA XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase i dont have multiple accounts. \n\nI only use the XXXX Only have that account. \n\nWhat are you guys talking about? multiple accounts What am I supposed to be looking at? \n\nI am making a CFPB complaint and will copy and paste all the emails i sent o you to fix my account and you still l can not fix it image.png XXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase IF ANY FUNDS IN THE ACCOUNT LINKED TO XXXX TRANSFER TO XXXX ASSOCIATED TO XXXX THANK YOU PLEASE ADVISE WHAT'S NEXT XXXX A XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX  to Coinbase AFTER IF ANY FUNDS TRANSFERRED TO XXXX XXXX ACCOUNT. \n\nI AUTHORIZE TO CLOSE THE ACCOUNT ASSOCIATED WITH XXXX ONLY AFTER ANY FUNDS IN SAID ACCOUNT HAVE BEEN TRANSFERRED TO THE ABOVE MENTIONED ACCOUNT. ASI AM CURRENTLY VERIFYING THE ACCOUNT INFORMATION IN THAT END ALSO. \n\n\nA XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX to Coinbase Im ongoing the recovery process of the other account associated with XXXX I did not remember I had this account apologies I see the confusion now thank you for helping out Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, Coinbase Support XXXX wrote : Hi XXXX, XXXX  XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX  to Coinbase I have closed the account associated to XXXX XXXX  XXXX XXXX Please resume all the features in my actual account XXXX Please advice on eta Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Why do I still have no access to my accounts A XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX  to Coinbase Whats going in with my case I still have no access to my funds Please provide an eta in the resolution for the same or do I really need to get the CFPB involved If no reply by end of week I will report you. \n\nThank you for your help Warmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Wit what!?!!! \n\n\nXXXX  XXXX XXXX Tue, XX/XX/XXXX, XXXX XXXX  ( 10 days ago ) to Coinbase Hey whats going on with this We closed the other account weeks ago. \n\nWhy is my account t still have a hold on my features on it. \n\nWhats your problem. \n\nToday is the day I file the CFPB complaint. Ive had it with you Dragging your feet to fix my account Ive been more than liniment Provided you more than reasonable time. \n\nYou are the worse. \n\nI will blast all of this in social media. \n\nGive me an eta on resolution to my case. \n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX  XXXX XXXX wrote : Wit what!?!!! \n\n\nXXXX  XXXX XXXX XX/XX/XXXX, XXXX XXXX  ( 10 days ago ) to Coinbase Hey whats going on with this We closed the other account weeks ago. \n\nWhy is my account t still have a hold on my features on it. \n\nWhats your problem. \n\nToday is the day I file the CFPB complaint. Ive had it with you Dragging your feet to fix my account Ive been more than liniment Provided you more than reasonable time. \n\nYou are the worse. \n\nI will blast all of this in social media. \n\nGive me an eta on resolution to my case. \n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Wit what!?!!! \n\n\n-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Coinbase Support : Please verify your email Inbox XXXX Thu, XX/XX/XXXX, XXXX XXXX  to me Verification code : XXXX Please enter the one time code above into the 6 digit verification field found in the support form, in order to complete your ticket submission. Once you submit the correct code, your ticket will be sent to a member of the Coinbase Support team. \n\nWe look forward to assisting you. \n\nRegards, Coinbase Support XXXX Coinbase www.coinbase.com | Help Center | User Agreement and Privacy Policy XXXX  XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX  to Coinbase FIX MY ACCOUNT!!!! \n\nCase # XXXX - Case # XXXX Inbox Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  ( 22 hours ago ) Hello, We havent heard back from you regarding this case. If you still require assistance, please reply to this message. If you no longer need help, we will au XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX  ( 10 hours ago ) Hello Team As of now this issue still has yet to be resolved. AS OF NOW this is still an issue. I have sent images of my passport card, my ID, My drivers licens Coinbase Support XXXX XXXX ( 1 hour ago ) Hi XXXX, Thank you for bearing with us while we review your case. In order to proceed with the verification, we will kindly ask you to sign in to Coinbase an XXXX  XXXX XXXX XXXX  ( 14 minutes ago ) THIS HAS BEEN DONE AGAIN!!!!!!!! AND AGAIN AND AGAIN!!!!!!!! WHAT IN THE WORLD IS GOING ON WITH YOU PEOPLE!!! I HAVE ALREADY DONE THIS 6 TIMES ONCE LAST NIGHT XXXX  XXXX XXXX XXXX  ( 8 minutes ago ) ONCE AGAIN THIS IS DONE FOR THE 7TH TIME RELEASE MY FUNDS!!!! \n\nXXXX  XXXX XXXX XXXX  ( 6 minutes ago ) RELEASE MY FUNDS AND ALLOW ME ACCESS TO ALL MY FEATURES IN THE PLATFORM!!! \n\nXXXX   XXXX XXXX XXXX  ( 3 minutes ago ) YOU ARE HAPPY TO INCREASE MY PURCHASE ABILITY BUT NOT ALLOW ME TO SEND MY OWN MONEY OUT!!! YOU ARE BEYOND A JOKE RELEASE MY FUNDS NOW!!!! \n\nXXXX  XXXX XXXX XXXX XXXX  ( 0 minutes ago ) to Coinbase FIX MY ACCOUNT ALREADY!!!! \n\nimage.png Reply Forward -- Regards. \n\nXXXX XXXX XXXX XXXX  XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX  to Coinbase -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Case # XXXX - Case # XXXX Inbox Coinbase Support XXXX Thu, XX/XX/XXXX, XXXX XXXX to me Hello, We havent heard back from you regarding this case. \n\nIf you still require assistance, please reply to this message. If you no longer need help, we will automatically resolve your case in 48 hours. \n\nThanks, Coinbase Support ref : XXXX : ref XXXX  XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX  to Coinbase Hello Team As of now this issue still has yet to be resolved. \n\nAS OF NOW this is still an issue. \n\nI have sent images of my passport card, my ID, My drivers license, and my SSN card. \n\nI HAVE PROVED MY IDENTITY OVER AND OVER AGAIN TO PROVE BEYOND ANY REASONABLE DOUBT THAT I AM WHO I SAY I AM. \n\nPlease let me know what when you plan to allow me access to my funds as soon as possible. \n\nThank you for your help. \n\n-- XXXX XXXX XXXX XXXX Coinbase Support XXXX Fri, XX/XX/XXXX, XXXX XXXX  to me Hi XXXX, Thank you for bearing with us while we review your case. \n\nIn order to proceed with the verification, we will kindly ask you to sign in to Coinbase and verify your information using a photo ID here : https : //www.coinbase.com/verify-document Please note, your ID must : -Include your name, date of birth, and address. \n-Must be valid. We are unable to accept expired documents, even if the expiration date has been extended beyond the date listed on the ID document. \n-Be government issued. \n\nIf youre having trouble completing verification, please try these troubleshooting tips : https : //help.coinbase.com/en/coinbase/getting-started/authentication-and-verification/identity-verification.html Please let us know once you've completed this, so we can proceed with the manual review. \n\nBest regards, Coinbase Support ref : XXXX : ref XXXX  XXXX XXXX Fri, XX/XX/XXXX, XXXX XXXX  to Coinbase THIS HAS BEEN DONE AGAIN!!!!!!!! AND AGAIN AND AGAIN!!!!!!!! \n\nWHAT IN THE WORLD IS GOING ON WITH YOU PEOPLE!!! \n\nI HAVE ALREADY DONE THIS 6 TIMES ONCE LAST NIGHT AND DEFINETLYONCE IN THE LAST WEEK OR SO. \n\nMY ID WILL NOT CHANGE MY FACE WILL NOT CHAGE THE DATES AND DATA IN MYIDENTIFICATIONS WILL NOT CHANGE. \n\nTHIS IS BEYOND RIDICOULOUS. \n\nCOINBASE YOU ARE BY FAR THE WORSE CRYPTO CURRENCY PLATFORM EVER. \n\nTHIS ISNOT MY FIRST TIME HAVING ISSUES WITH YOU. IT TOOK ME ALMOST 6 MONTHS TO GAIN ACCESS TO MY OWN ACCOUNT AFTER I HAD CHANGED PHONE NUBERS. \n\nI AM COMPLETLY AND UTTERLY BAFFALED ABOUT THE POOR QUALITY OF SERVICE YOU PROVIDE. \n\nYOU CONTINUE TO SAY FOR PRIVACY REASONS. YOU CONTINUE TO APOLOGIZE.STOP IT!!!!! \n\nDO YOUR XXXX JOB AND RELEASEMY ACCOUNT HOLD!!!! \n\nI HAVE PROOVED MY SELF OVER AND OVER AGAIN!!!! \n\nANY FINANCIAL INSTITUTION WOULD HAVE TAKEN MY INFORMATIONAND LIFTED ANY HOLDS. \n\nWHAT ISYOUR PROBLEM!!!! \n\nYOUR REQUESTS ARE FARBEYOND ANYTHING IN THE DOTFRANK ACT PATRIOSTS ACT ORANY ACT THAT REUQIRES PROOF OF IDENTITY AGAINSMONEY LAUDER. \n\nI KNOW THISBECASUE IVE WORKEDINA XXXX YEARS IN DIFERENT LEVELS. \n\n\nCase # XXXX - Case # XXXX Inbox Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  Hello, Thanks for submitting your request to Coinbase Support. We're here to help and will be in touch as soon as possible. In the meantime, you can find answer Coinbase Support Thu, XX/XX/XXXX, XXXX AM Hello XXXX XXXX, Thank you for contacting Coinbase Support. Your Coinbase account includes a wallet for each cryptocurrency we support. Only supported cry XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX  So you have answered nothing I still cant send or withdraw any funds from my accounts please answer why I cant send any monies out or withdraw any monies. You Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  Hello XXXX, As part of our compliance program, we are required to periodically review accounts. It looks like your account is currently restricted because yo XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX  I have filled the link There is nothing for me to complete. Ive gone through all the tabs I already submitted my ID / took pictures confirmed my banking inform Coinbase Support Thu, XX/XX/XXXX, XXXX XXXX  Hello XXXX, There are a few reasons why your information may not be verified on your first attempt, and we have some tips that might help with the more commo XXXX  XXXX Thu, XX/XX/XXXX, XXXX XXXX  Hello Coinbase Team Once again I updated every single piece of information on the account and I still got nothing. How many other hoops do you want me to jump t Coinbase Support Fri, XX/XX/XXXX, XXXX XXXX  Hi XXXX, In order to proceed with the verification, we will kindly ask you to sign in to Coinbase and verify your information using a photo ID here : https : XXXX XXXX  XXXX Tue, XX/XX/XXXX, XXXX XXXX ( 10 days ago ) I have done this 4 times!!! This is beyond ridiculous. How many more forms of ID do you need to submit? Or is the 10th time the charm ... this is beyond frustr Coinbase Support Wed, XX/XX/XXXX, XXXX XXXX  ( 9 days ago ) Hi XXXX, Thank you for your response. In order to complete your identity verification, we will need some more information. Please provide the following docum XXXX XXXX XXXX XXXX","date_sent_to_company":"2021-07-31T06:39:36.000Z","issue":"Other service problem","sub_product":"Virtual currency","zip_code":"90059","tags":"Servicemember","has_narrative":true,"complaint_id":"4590889","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-07-31T06:19:05.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Why is my <em>account</em> t still have a hold on my features on it. \n\nWhats your <em>problem</em>. \n\nToday is the day I file the CFPB complaint. Ive had it with you Dragging your feet to fix my <em>account</em> Ive been more than liniment Provided you more than reasonable time. \n\nYou are the worse. \n\nI will blast all of this in <em>social</em> media. \n\nGive me an eta on resolution to my case. \n\nWarmest Regards XXXX XXXX On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Wit what!?!!!"],"issue":["Other service <em>problem</em>"]},"sort":[7.8748903,"4590889"]},{"_index":"complaint-public-v1","_id":"2797630","_score":7.735224,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/2018 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, XXXX, DC XXXX ( XXXX ) XXXX To Whom it may concern : My name is XXXX XXXX XXXX and I live at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX. My birth date is XX/XX/XXXX and you of course have access to my XXXX   drivers license and Social Security number. Two current phone numbers are XXXX and XXXX. Here is my complaint. \n\nOn XX/XX/XXXX I started to open an online account with Coinbase.com. I chose them as they were the only one operating within the U.S. and there was extensive information about them online. Since they and their partner company the XXXX, were operating as an online Brokers of International Currencies like the XXXX XXXX ; I assumed they had to meet a LOT of regulations to gain a license for the XXXX or XXXX XXXX XXXX. Not being familiar with laws regulating our Federal Reserve System, I was rather concerned that our Federal Government was saying they would not regulate Bitcoin or any other cryptocurrency as their legal tactic would be to not acknowledge it's existence at all. Looking at the big picture, your agency knew 10 years ago that it placed you in an awkward position between the American consumer ; and our Federal Banking system that sought to prevent people from using a radically different currency not backed by a recognized country. Well, the time has arrived that our Government can no longer play stupid. By allowing a corporation that trades in Billions of dollars daily to operate within the U.S. as an online broker, our government has given a \" De Facto '' acknowledgment of not only Cryptocurrency 's existence, but permission for it to transact with our legal currency. It simply never got around to it's regulation, due to such a hatred of it's effect on our financial system. This means there will be a large, intense Supreme Court battle over the negligence of our Congress and Senate, but particularly the entire Executive branch of government. The American people will rather upset they can't sue Banks or their own Government for such negligence. Mayhem and likely a 2nd civil war will follow. ( maybe not, our success has made us particularly ignorant and lazy, as our President has pointed out many times ) But I digress. \n\nWhile filling out all the personal and financial information necessary to open an account with Coinbase, there came a page where they reccommended I use a two-step authorization process to sign into my account. I thought about it, as I had only possessed an Android phone for a year, and was worried about my technical skills should something go wrong. But concerns for the safety of my money overruled that, and I joined up for the 2 step authorization process. I gave them permission for direct ACH access to my XXXX  XXXX XXXX checking account, as that was the only way to transfer amounts greater than {$750.00} according to them. ( I know, warning bells should have been going off in my head ) They started to send me confirmation e-mails which I have attached to this document. I had given them as my main E-mail XXXX and I see by their e-mails that on XX/XX/XXXX they acknowledge my purchase of XXXX Ethereum for {$300.00}, which takes 5 business days according to their rules. I also began to open an account with their trading platform called XXXX, and began having problems. I couldn't seem to get a clear enough photo of my driver 's license to meet their account identity rules, so I was unable to access their trading website until XX/XX/XXXX. Nevertheless, I started a purchase of XXXX Litecoins on XX/XX/XXXX for {$4800.00}. This purchase was acknowledged on XX/XX/XXXX, along with acknowledgment of another {$5000.00} deposit started. ( again, everything takes 5 days despite the ACH link ) I also see XXXX e-mails sent to me from XXXX trying to assist me in gettting my photo to them, which after many e-mails and complaints by me they acknowledged receipt of an acceptable photo on XX/XX/XXXX. ( I'll attach all e-mails I have to and from them, I see I made the mistake of deleting some of them ) On XX/XX/XXXX they acknowledge the purchase of XXXX more Litecoins for the amount of {$3600.00}. On XX/XX/XXXX I took a snapshot of the coinbase account showing I had XXXX U.S. dollars in my account, with {$10000.00} more being sent from my bank account. I think the {$15000.00} number is showing what I had sent and was already in my account up to that point. Because I had already purchsed XXXX Litecoins by that point, and the dollar amount left would have been approximatly {$6200.00} due to both the Litecoins and the XXXX Ethereum I had purchased. I also took a snapshot of the XXXX account showing the XXXX Litecoins and {$5000.00} cash in that account. \n\nOn that same day, XX/XX/XXXX, I placed a stop order for the XXXX Litecoins at {$100.00} ; in order to test whether their trading system was on the up and up. ( It had reached {$100.00} and was dropping ) Sure enough, it got sold during the night, and my XXXX account was showing a little over {$25000.00} in cash, with one Ethereum still left at the coinbase website. Now come the problems. I did not purchase back the Litecoins, and Coinbase decided it was time to put on a show. Between Thursday XX/XX/XXXX and Monday XX/XX/XXXX Litecoin went from {$98.00} to {$370.00}. But this was not the problem for me. I had been having problems with my XXXX XXXX XXXX  for about a week and stupidly took the advice from a XXXX  E-mail to a \" hard reset '' of the phone should all else fail. I ended up doing just that. Mistake! I was locked out of my phone, and even XXXX the Manufacturer could not help me. They claimed I had to take it to a XXXX XXXX to flash the BIOS or what passes for that in an Android phone. Turned out the closest XXXX XXXX was an authorized XXXX repair facility, I could drive an hour either North or South to leave the phone at one of those XXXX XXXX XXXX. I started writing E-mails to Coinbase, as when I called them they honestly stated they could respond in a timely manner ( which in my case meant 4 weeks ), and would hang up. When I posted my problem on their website, I got the same response, they could not respond in a timely manner even to e-mails! On XX/XX/XXXX they sent out this e-mail probably to everyone, \" In an effort to more quickly respond to requests, directly emailing XXXX is no longer enabled. ''!!! As if to rub salt in the wound, they had also sent out an e-mail on XX/XX/XXXX to all their customers requesting that they \" Please invest responsibly '' and proceeded to explain why they could not provide adequate customer service as they had taken on hundreds of thosands of accounts without increasing their support staff proportionally. Hmmm. Talk about the height of hypocrisy. They were acting like they were the XXXX or XXXX, largely unaccountable to their customers, despite opening the only cryptocurrency market within the U.S. border! The Banks were particularly jealous, THEY WERE REGULATED!!! There were laws preventing them from Trading billions dollars without safety or consumer protections being already in place. I of course was livid, as you can tell by my language in the e-mails I sent them, trying to gain access to my account. To no avail. They repeatedly sent me instructions to follow, which I did, and would get the response my e-mail was not linked to my account, so they could not begin to Identify me. And of course since both my home phone, and now my cell phone had changed, they would not call me either. I tried opening a new XXXX account, they would not respond to that one also. But they DID acknowledge receiving my {$10000.00} deposit on XX/XX/XXXX ... .... Hmmm. \n\nOn XX/XX/XXXX I received and E-mail from them acknowedging the receipt of mine sent on XX/XX/XXXX that I had been locked out for 4 days. They even sent an e-mail claiming that due to their mistake of taking on too many customers, they would prioritze those customers who had been locked out of their account first! They never contacted me directly through e-mail or phone call. ( I had sent them 2 of my new phone numbers ) They were of course in possession of all 7 of my unique identifiers as that what it took just to open an account. On XX/XX/XXXX I sent them a rather nasty e-mail stating I had locked out for 10 days, an eternity in the trading world, they completely ignored this and all future e-mails from me. Let 's go back to the XX/XX/XXXX \n\nOn XX/XX/XXXX, I contacted the XXXX XXXX XXXX and talked to XXXX and then XXXX to explain what was going on. They said they could perform a \" reverse '' of the ACH deposits to Coinbase.com and I stated that probably wouldn't be accurate or legal within the financial world. Since I had profited from my sale of the Litecoin by about {$1700.00}, and still possesed XXXX   Ethereum, they were going to owe me more. She stated this was all they could do on their end, and I said OK, do it. I wasn't too worried about Coinbase trying to steal my remaining money, as had I lost 5 or {$10000.00}, they of course would never have sent back the original amounts transfered from my account at XXXX. They would have followed their own rules outlined in the terms of agreement I had to digitally sign on order to open an account. So obviously I expect them to follow their OWN written agreement! TODAY ( XX/XX/XXXX ) they sent me 2 e-mails stating they are closing my account for the following reason, '' Upon careful review, we believe your account has engaged in prohibited use in violation of our Terms of Service and we regret to inform you that we can no longer provide you with access to our service. We respectfully request that you follow the on-screen instructions presented when you log into your Coinbase account to send any remaining balance offsite to an external address. '' Should you have any questions or need assistance, please let us know and we'll be happy to help. '' HILARIOUS! You will notice they are not about to elaborate on how I violated their terms of service. \n\nThis is rather humorous since I have not been able to sign in or access my account for over 30 days now, and therefore can not send my remaining money anywhere. I can not contact them in any way shape or form, and they have completly ignored my pleas for them TO contact me. Not only is this in breach of contract, but obviously illegal ; and I would like to sue them for {$100000.00}. But since the Supreme Court of the United States has ruled it is OK to lock the consumer out of the 3rd branch of Government by allowing Corporations to refuse to do business, unless the consumer signs away his rights, I am forced into arbitration. I would like some advice on how to do this, as Coinbase is looking to avoid any contact with me.\n\nI would also request for my sake and probably thousands of others for the Dept. of Justice to shut them down immediately, as had any Bank or Insurance company did what they have done, and are continuing to do today is obviously illegal, or grossly negligent. They are handling Billions of U.S. dollars monthly and trading Billions of dollars daily, I'm sure our citizens outrage will be showing up on XXXX XXXX   soon. I await your response. \n\nSincerly Yours, XXXX XXXX XXXX CC : finCEN.gov Post Notes : On XX/XX/XXXX the XXXX  XXXX XXXX successfully transferred back into my checking account the amount of {$23000.00}, which would be about {$1300.00} less than the amount showing in my XXXX account before I became locked out. Also there is still the XXXX Ethereum left in the Coinbase account which as of today is worth {$1100.00}. Rather than send 40 sheets of paper through the mail, perhaps I could transfer all these e-mails directly to you, avoiding a paper waste. Perhaps I should note that all of this occurred 2 months after my mother 's XXXX, and that given the added paperwork I was already having to deal with, it was a bad idea to get involved with this venture in the first place.","date_sent_to_company":"2018-02-02T01:37:01.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"342XX","tags":null,"has_narrative":true,"complaint_id":"2797630","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2018-01-30T14:12:28.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["But this was not the <em>problem</em> for me. I had been having <em>problems</em> with my XXXX XXXX XXXX  for about a week and stupidly took the advice from a XXXX  E-mail to a \" hard reset '' of the phone should all else <em>fail</em>. I ended up doing just that. Mistake! I was locked out of my phone, and even XXXX the Manufacturer could not <em>help</em> me. They claimed I had to take it to a XXXX XXXX to flash the BIOS or what passes for that in an Android phone."],"issue":["Other transaction <em>problem</em>"]},"sort":[7.735224,"2797630"]},{"_index":"complaint-public-v1","_id":"3004669","_score":6.121654,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am providing a lengthy letter that I wrote, and will mail to XXXX XXXX, Vice President of XXXX XXXX XXXX. I will remove my name anywhere in the letter. \n\nXXXX XXXX, Vice President of Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX, CA XXXX XX/XX/XXXX Dear Ms. XXXX, It is with incredible angst and extreme frustration that I find myself writing this letter. I sincerely hope that you are a reasonable person with integrity who will choose to fix what I have presented here ; and that you will listen to this story, and act upon it expeditiously, in a manner that is positive and satisfactory. \n\nMy name is, and I am on XXXX XXXX, I just lost my job, and I was hacked. I tell you this because due to these extenuating circumstances, I really needed and need to rely on the help and support of XXXX XXXX XXXX customer service team with its website and other support to help ensure payments were and are being received during this very difficult time. I have a hard time monitoring day-to-day tasks, and I hoped I could rely on XXXX to provide suitable assistance. My only request that the marker on my credit report be removed. \n\nNot only was I not helped, I was dismissed, lectured, and bullied. Now I find out, after all this, that the recurring payment system, which unknowingly shut down on me before -- causing inadvertent missed payments, took out unsanctioned money that is more than twice my monthly payments! That is beyond unacceptable, that is money I do not have, and I now find myself in a tenable situation. \n\nIf I may, I will expose to you the first big issues that arose ; then afterwards, I will explain about the most recent issue regarding the unsanctioned payment. If you will kindly bear with me, this is quite lengthy quite a few pages. Im sorry, because due to my circumstances, it is hard to concentrate, and it is actually easier if I present the events conversationally from the notes I have taken. I regret that I am not able to condense this in an eloquently, concise manner. I thank you in advance for taking the time out of your busy schedule to give this the attention it deserves. \n\nEverything started because my very first recurring payment did not go through ( beginning in XXXX, then in XXXX ), and a credit marker was very swiftly placed on my record. The story escalates after I reasonably requested that this credit marker to be removed, and thats all I was asking for. I have worked extremely hard to achieve my excellent credit score, and especially now being in the extenuating situation I am in, it is more important than ever to have great credit. I have appealed to multiple customer service representatives and supervisors even at the corporate level, and I am literally being slammed into a wall. \n\nFor your review, I am including screen shots, the initial letter sent to your credit dispute department, and copies of the emails I have sent. I hope they prove helpful. There are also a multitude of phone calls I have had with your team, that have also been indicated, but to which I have no recordings. I have also enclosed my XXXX notes and even a letter from my former employer to show I am speaking truthfully and sincerely about my predicament. I will work to acquire a letter from my doctor that outlines what my issues are, because no one seems to understand or to be listening to what I am telling them! \n\nAdditionally, I am copying my lawyer on this correspondence because aside from the egregious and unfair treatment and inflexibility XXXX XXXX XXXX has been showing me, he needs to be made aware that your company has literally exacerbated my medical condition adding to my pain and suffering. Not that I want to sound like an episode from Law and Order, but your team was/is aware of my medical situation, as I explained over and over, and I even expressed to them that how they were acting towards me was affecting me physically. My lawyer knows the sensitivity and pain levels involved with my condition which was from a car accident, and the extent to which it does not enable me to perform daily duties to the best of my ability -- like paying bills and monitoring accounts. I reached out to XXXX in good faith, and they failed me on every level. In fact, you should know that my debilitating condition stems from this serious car accident that was in my previous XXXX. It was totaled, and I ended up, among other things, without XXXX XXXX XXXX XXXX XXXX XXXX and with XXXX XXXX. And, an XXXX resulted from the anti-inflammatories I was taking and from the overall stress. Oh, but XXXX doesnt care about that. They only care about their policies. But, well get to that. \n\n1 ) As stated, because of my extenuating circumstances, I needed and sought out the guidance and the help of your team to set up recurring payments knowing I would not be able to adequately monitor everything, as stated. To emphasize, I NEVER asked to have payments suspended. In fact, it was my main concern that you DID get your payments and in a timely manner. This is from someone suffering physically, financially, and emotionally. So, you can see how important my credit and integrity is to me. \n\n2 ) Just after I set up my recurring payments with your customer service team on XX/XX/XXXX ( to start in XXXX ), I was personally hacked, and once again required their assistance. This time I needed their help changing my checking account information on line and to still make sure everything would go through with the recurring payments. Unfortunately, no one ever told me or advised me at any time that by doing so would automatically cancel these payments. Nor, anywhere, did I ( and still dont ) see any statement on the website that explains this. I went on good faith that the customer service representatives gave me solid, reliable information. \n\n3 ) The payments did not unfortunately go through, and I did not learn about this until 60 days after the first payment was to be received by XXXX. To add fuel to the fire, so you can fully understand what I am personally dealing with, I had also just lost my job because I can not return to work. I have virtually XXXX  income. So, you can imagine my stress levels. But, to continue, I have not, and still havent received ANY correspondence through the mail regarding this non-payment. I check my mail every day. What I did receive was a phone message from XXXX XXXX on XX/XX/XXXX from XXXX ( XXXX ). I immediately called back, learned of the missed payment, and not only did I pay ( on the spot ) the ONE month that was missed, I paid XXXX and even covered XXXX so there was no chance of a gap. To make my point again, thats how important having financial integrity is to me, even given everything I just told you. \n\n- So, why didnt I hear anything until then? The rep literally said they were calling the wrong number and they do not leave messages. Then why all of a sudden did I get the call on the correct number with a voice message? Thats suspicious. I have to wonder if they dont also have the wrong address that goes along with this mysterious phone number. Or, because I am trying to pay electronically, did they stop all forms of mail? Secondly, I find your companys policy of reporting one missed payment immediately to the credit bureau after only 30 days to be harsh. I wasnt even given a chance to rectify things. I have known, as have others, that 60 days is standard for reputable companies, and that is AFTER talking to their clients first giving them a chance to clear things up which I did IMMEDIATELY UPON LEARNING ABOUT IT. \n\n- And, to most reasonable people, one would have thought that this credit marker for ONE ( inadvertently ) missed payment as harsh and unfair as it is, would have been quickly and graciously removed at this point based on all the circumstances I outlined to your representatives and supervisors : my good faith efforts to make payments ; misinformation given to me by your team ( inadvertent or not ) ; my immediate payment and forward payment ; my previous XXXX account that was in excellent standing ; my excellent credit ; MY HEALTH ; MY EXTENUATING CIRCUMSTANCES, etc. But, NO. Why would XXXX who prides themselves in customer service do that? I was dismissed and told to write a letter to somewhere in Iowa. \n\n4 ) After trying ( and being put on hold for an incessant amount of time twice ) to get to a supervisor who could hopefully listen to me, aid me, and help me through this process ; I actually got a supervisor ( her name is pronounced, XXXX, did not get her ID # ) who LECTURED ME : I should really monitor and check my accounts and the post office, she says. This is even knowing my situation! REPREHENSIBLE! She retorted with what came across as a disingenuous apology, and then a very blunt statement that XXXX is a business. We did nothing wrong. We have a policy. You may write a letter if you do not agree. I literally felt bullied and challenged to prove XXXX was wrong and that everything that I have been telling her and the others did not matter at all. Nor did I feel believed. \n\nDid I also mention that I submitted two complaints with XXXX and never heard anything back?! Very telling. Here are the reference numbers : ( Spoke with XXXX from client services ) and filed online. \n\n5 ) I can not begin to say how many people at XXXX XXXX XXXX I have tried to communicate with on this. The dispute team ( in Iowa ), whom I NEVER heard from, actually denied my written request/dispute to have the marker removed ( given everything I told them ) -- which I was shocked to find out! The only reason I found out is because I had to call and talk with another XXXX XXXX rep who paraphrased the decision to me over the phone -- three weeks after the fact. She told me the determination was that there is a statement on the website that references recurring payments, and that they have a policy XXXX must report missed payments to the credit bureaus after 30 days. NOTHING I PRESENTED TO THEM SEEMED TO BE CONSIDERED! I still cant find this statement, and I cant/dont want to spend my days between rehabilitation sessions looking for it. By the way, there is a very clear statement on the website that says XXXX MAY report missed payments and MAY disclose information to the credit bureaus. NEVER does it say MUST. XXXX XXXX XXXX has the ability to help its customers, but it chooses not to. \n\n6 ) One of the last straws came when I found an email address on line for XXXX executives ( XXXX XXXX, who is no longer there (? ), XXXX XXXX, and guessed at XXXX XXXX ). I also called a corporate number ( XXXX ) that was given to me by another customer service supervisor ( XXXX XXXX, in Maryland, XXXX ). She initially said something about a fax number to which I could file an appeal. But, she said she would look into everything first and do everything she could to get this resolved. I held off on this fax option because I was under the impression this would be where I finally got help. However, she said the next day, they would not remove the marker, and that she actually didnt have the power to change anything. What good is a powerless supervisor to anyone? That made me feel less confident and worse. This was actually the first I heard of any appeals process ( with the fax, ) and I have never heard it mentioned since (?? ). \n\n7 ) I called the number the supervisor gave me ; and emailed the aforementioned. I got a call back from XXXX XXXX, who in fact, I would like to file a formal complaint against. Not only did he not listen to what I was saying with his canned responses, he came across arrogantly, like he did not believe or care about anything I was saying ; he gave me conflicting advice, and even disconnected/hung up on me and never called back. I wish this werent true, and his cold demeanor and comments pushed me to the brink. This was on XX/XX/XXXX and XX/XX/XXXX. Please provide a reference number for this complaint. I would like to ensure it is given due attention, and I am followed up with. \n\n8 ) In an embarrassing moment, I literally broke down in tears while first talking to him because I have been so wracked trying to get to a reasonable, professional person with an ounce of sensitivity and humanity, who would work with me on this escalated situation. An advocate would be nice, rather than a bully. Once again, all he ( and others ) seemed to talk about and care about is this sacred XXXX policy and some statement on the website. Is this etched in stone and carried down from Mt. Sinai? That was the only benchmark to which this credit marker was based. NOTHING ELSE. He even mentioned something about audits, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who said that XXXX does not base any of their credit decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded. What a customer hears is a canned, robotic answer that translates to : XXXX does not care about your loyalty or who you are or what your circumstances are. We only care about our policy. # XXXX # XXXX 9 ) He did offer to investigate my situation, however, and in so doing, I asked if I needed to send in any medical documentation or paperwork that would support me and my other grievances. He emphatically said NO. But, after I was pushing, he added they would consider my medical situation and extenuating circumstances, along with everything else like the policy, of course, he had to add. Again, this mysterious policy. I was left feeling even more befuddled, confused, angry, and despondent. \n\n10 ) I was called back the next day and he said the result of the investigation was that he had a screen shot of a statement on the website that discussed policy. What?! Then he actually said I never filed a form or documentation about my medical condition. What?!! THIS IS PROOF NO ONE IS LISTENING TO WHAT I AM SAYING! I have no words. \n\n- The team at XXXX XXXX XXXX wears blinders. In order to try to make sense of everything, I had to ask him if XXXX XXXX was being investigated for something because I could not fathom why they are so laser focused on this apparent policy and statement -- not listening to or considering anything else that is said and presented by a client. I finally asked if I could take this whole unresolved situation somewhere else or do something else, and all XXXX retorted was : No, this is corporate, it stops here. That certainly could not be true. I could literally feel my frayed nerves burning the ulcerative juices churning. And now I feel it more while I write this letter. \n\n11 ) Making matters worse, I was hung up on ( disconnected? ) during my conversation with XXXX, and I had to call back and leave messages to ask further questions regarding the supposed investigation, his supposed screen shot, and any medical forms I am now supposed to fill out. I was more confused than ever. This was Friday. Ive called again asking about these forms. NO RESPONSE. \n\n- Being subjected to these unhelpful, robotic and insensitive team members is like being hit over the head with a brick time and time again. I truly do not believe your team understands how and what is coming out of their mouths and how it affects your ( human ) clients. I do not know if they really know how to treat customers. To a factual point, regardless of your policy, do they know they CAN remove markers because of every situation I mentioned, and they should. \n\nIts not just him, though. Although there have been some empathetic and professional people, no one even seemed capable of asking me appropriate questions that may have truly been helpful. For instance, no one even asked : do you want to file papers for your medical situation ; or this is what they look for, and this is the best way to communicate everything. \n\nI sincerely hope that you see that I have done everything to the best of my ability to make sure you get your payments, and I believe I have clearly illustrated the incorrigible mess this has become. WHAT MORE DO YOU NEED?! PLEASE DO NOT TELL ME YOU ARE GOING TO INVESTIGATE AND SEE IF YOUR POLICY WAS MET. Check my records, check your phone calls, read my dissertation and my documents. Be Human. Have TRUE customer service. But, please, do not cause me any more pain and angst over something that everyone I have told this too can not understand why its happening. This is XXXX. They are as shocked as I am. \n\nNow, for the most recent payment issue : As I was trying to draft this letter, I was checking my account on line. I actually re-set my recurring payments with ( a misguided ) sense of confidence. I discovered that what should have been monthly payments of XXXX is actually coming up as {$640.00}. That is wrong! Furthermore, your website is horribly confusing and apparently extremely inaccurate, to say the least, which is causing me all these incredible problems. According to my account page, it said it is set up with recurring payments on the XXXX of each month, like I requested, but in checking it recently, it says it is taking out {$640.00}. WHERE DID THAT NUMBER COME FROM?! I NEVER AUTHORIZED THAT! My monthly payment is {$300.00}. \n\nI paid {$930.00} on XX/XX/XXXX for XXXX, XXXX, and XXXX. I was paid up. I was actually ahead of my payments. Furthermore, what is incredibly confusing is that there is another page saying that I have to pay ASAP on XX/XX/XXXX and there is a red mark on the Make One-Time Payment, when I have a recurring payment set up already. At least it is saying I owe the CORRECT amount of {$300.00}. \n\nTo get to the bottom of this incredible shock, I called first thing on XX/XX/XXXX and spoke with XXXX ( ID : XXXX ) who explained that because that is what I supposedly owed at the time I set this up, the computer automatically put that as my monthly payment. I OWED NOTHING IN FACT I WAS AHEAD! Unfortunately, he said the {$640.00} already went through and was taken from my checking account, and they couldnt stop it. If I wanted, I could contact my bank to stop payment or they could send me a check that will take up to two weeks to get. Thanks, XXXX! Because that causes me more difficulties and I didnt want to be slapped with another late payment if things got crossed, I felt I had no other choice but to suffer an even more difficult month financially because I wasnt expecting to pay MORE THAN DOUBLE my monthly payment. He assured me that XXXX and XXXX would be covered, and he walked me through setting up the payments to start on XX/XX/XXXX for the correct amount of {$300.00}. He said he would send me a confirmation email, but I have NOT GOTTEN ONE, and I hope a letter that gets to me. The case number for this is This is the THIRD time I am attempting the recurring payment system. Some would call me a complete idiot for doing so, and I am really questioning this ; but I am very serious when I say I need to have help getting payments through because it is much easier for me at this point to have them automatically taken out, ( and now make more effort to monitor ) than to worry about mailing checks, etc. Unfortunately, your website is the only way I can do it. I seriously hope I do not have to chastise myself again for even trying this, and really regret it. Perhaps I am a glutton for punishment. Furthermore, I wish I had enough knowledge or insight to get a case number and ID number from the representatives who initially helped me set up my recurring payments online and then when I changed my account number. I guess, at the time, I saw no reason to even think about it because I truly felt I could rely on your team. Boy, I really do feel duped and dumb. I think in retrospect, aside from hand-delivering payments each month to whomever actually takes them, Ill really have to figure out the least painless way to get them to you ; and bypass the recurring payment system. \n\nJust so you know, NO ONE ever acknowledged, owned up to, or apologized for giving me misdirection in the first place. Funny that they offered to take my late payments off without me even asking ; yet they would not consider removing the credit marker. This is really smelling. Whatever happened to the customer is always right, the customer is our bread and butter, and we will do whatever we can to ensure the customer is happy and taken care of? XXXX really does not get it and they really do not care. I am living proof of this multiple times over. \n\nIt seems very odd saying this, but I have had wonderful dealings with XXXX in the past, and that is why I got a second one. I was even able to work successfully with the recurring payment system on my last account ( albeit trouble in the beginning that was remedied by a competent customer service rep ). I am at the point, however, where I am looking into getting out of my lease after only having the vehicle for four months because your company has literally made me sick to my stomach and fried my nerves -- even further. I am waiting to hear back from the general sales manager. \n\nI do not know who else to turn to. As I said, I do know, however, that the media, social media, friends and family, my congressman, and other agencies have and will continue to be supportive of my plight. I will use all my contacts and in-roads to finally be heard. People need to know how XXXX XXXX XXXX behaves and what they do to people. Hopefully no one else will have to go through what I am going through. As Ive said, I have tried to work through your channels and your processes to try to come to a solution that is mutually beneficial to everyone to beyond disgraceful results. # XXXX # XXXX  # XXXX. \n\nI JUST want my credit marker removed and my credit and integrity restored. That is all I ever asked. And, I would like that you do not XXXX up my finances and money situation anymore. Am I furious, yes, but I certainly do not want to see anyone fired over this. Everyone is human, which XXXX has apparently forgotten. I do also hope that you look into training your staff to being more empathetic and customer friendly. This spewing of policy and statements as a mantra needs to stop. It really affects people. By the way, please take a look at XXXX XXXX XXXX and you will find out how your company is horribly reviewed. Your overall rating is ONE star. My review ( s ) are there. That is just the tip of the iceberg as far as getting the word out. Its simply facts and how a customer believes they are being treated. Ive loved my XXXX vehicles, and I have always had outstanding service from XXXX before. I am really dumbfounded by this, and sincerely hope this gets corrected. \n\nAs I stated, I appreciate your attention to everything I have laid out and your utmost consideration with all these matters. I am sincerely hoping that you are different from the uncaring and unresponsive members of the XXXX XXXX Team. And, I thank you in advance. \n\nIf you choose to look into this matter, my account number is : and the VIN number on my current car is : Sincerely, CC : CC : XXXX XXXX, CEO XXXX XXXX CC : XXXX XXXX, Executive Advisor to XXXX XXXX XXXX","date_sent_to_company":"2018-08-29T04:06:58.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"3004669","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-08-29T00:06:56.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["Unfortunately, he said the {$640.00} already went through and was taken from my <em>checking</em> <em>account</em>, and they couldnt stop it. If I wanted, I could contact my bank to stop payment or they could send me a <em>check</em> that will take up to two weeks to get. Thanks, XXXX!"],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"],"sub_issue":["<em>Problem</em> with personal statement of dispute"]},"sort":[6.121654,"3004669"]},{"_index":"complaint-public-v1","_id":"3004658","_score":6.106802,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am providing a lengthy letter that I wrote, and will mail to XXXX XXXX, Vice President of XXXX XXXX XXXX. I will remove my name anywhere in the letter. \n\nXXXX XXXX, Vice President of Customer Service XXXX XXXX XXXX   XXXX XXXX XXXX XXXX. \nXXXX, CA XXXX XX/XX/XXXX Dear Ms. XXXX, It is with incredible angst and extreme frustration that I find myself writing this letter. I sincerely hope that you are a reasonable person with integrity who will choose to fix what I have presented here ; and that you will listen to this story, and act upon it expeditiously, in a manner that is positive and satisfactory. \n\nMy name is, and I am on medical XXXX, I just lost my job, and I was hacked. I tell you this because due to these extenuating circumstances, I really needed and need to rely on the help and support of XXXX XXXX XXXX customer service team with its website and other support to help ensure payments were and are being received during this very difficult time. I have a hard time monitoring day-to-day tasks, and I hoped I could rely on XXXX to provide suitable assistance. My only request that the marker on my credit report be removed. \n\nNot only was I not helped, I was dismissed, lectured, and bullied. Now I find out, after all this, that the recurring payment system, which unknowingly shut down on me before -- causing inadvertent missed payments, took out unsanctioned money that is more than twice my monthly payments! That is beyond unacceptable, that is money I do not have, and I now find myself in a tenable situation. \n\nIf I may, I will expose to you the first big issues that arose ; then afterwards, I will explain about the most recent issue regarding the unsanctioned payment. If you will kindly bear with me, this is quite lengthy quite a few pages. Im sorry, because due to my circumstances, it is hard to concentrate, and it is actually easier if I present the events conversationally from the notes I have taken. I regret that I am not able to condense this in an eloquently, concise manner. I thank you in advance for taking the time out of your busy schedule to give this the attention it deserves. \n\nEverything started because my very first recurring payment did not go through ( beginning in XXXX, then in XXXX ), and a credit marker was very swiftly placed on my record. The story escalates after I reasonably requested that this credit marker to be removed, and thats all I was asking for. I have worked extremely hard to achieve my excellent credit score, and especially now being in the extenuating situation I am in, it is more important than ever to have great credit. I have appealed to multiple customer service representatives and supervisors even at the corporate level, and I am literally being slammed into a wall. \n\nFor your review, I am including screen shots, the initial letter sent to your credit dispute department, and copies of the emails I have sent. I hope they prove helpful. There are also a multitude of phone calls I have had with your team, that have also been indicated, but to which I have no recordings. I have also enclosed my XXXX notes and even a letter from my former employer to show I am speaking truthfully and sincerely about my predicament. I will work to acquire a letter from my doctor that outlines what my issues are, because no one seems to understand or to be listening to what I am telling them! \n\nAdditionally, I am copying my lawyer on this correspondence because aside from the egregious and unfair treatment and inflexibility XXXX XXXX XXXX has been showing me, he needs to be made aware that your company has literally exacerbated my medical condition adding to my pain and suffering. Not that I want to sound like an episode from Law and Order, but your team was/is aware of my medical situation, as I explained over and over, and I even expressed to them that how they were acting towards me was affecting me physically. My lawyer knows the sensitivity and pain levels involved with my condition which was from a car accident, and the extent to which it does not enable me to perform daily duties to the best of my ability -- like paying bills and monitoring accounts. I reached out to XXXX in good faith, and they failed me on every level. In fact, you should know that my debilitating condition stems from this serious car accident that was in my previous XXXX. It was totaled, and I ended up, among other things, without feeling in my arms and legs and with cognitive issues. And, an ulcer resulted from the anti-inflammatories I was taking and from the overall stress. Oh, but XXXX doesnt care about that. They only care about their policies. But, well get to that. \n\n1 ) As stated, because of my extenuating circumstances, I needed and sought out the guidance and the help of your team to set up recurring payments knowing I would not be able to adequately monitor everything, as stated. To emphasize, I NEVER asked to have payments suspended. In fact, it was my main concern that you DID get your payments and in a timely manner. This is from someone suffering physically, financially, and emotionally. So, you can see how important my credit and integrity is to me.\n\n2 ) Just after I set up my recurring payments with your customer service team on XX/XX/XXXX ( to start in XXXX ), I was personally hacked, and once again required their assistance. This time I needed their help changing my checking account information on line and to still make sure everything would go through with the recurring payments. Unfortunately, no one ever told me or advised me at any time that by doing so would automatically cancel these payments. Nor, anywhere, did I ( and still dont ) see any statement on the website that explains this. I went on good faith that the customer service representatives gave me solid, reliable information.\n\n3 ) The payments did not unfortunately go through, and I did not learn about this until 60 days after the first payment was to be received by XXXX. To add fuel to the fire, so you can fully understand what I am personally dealing with, I had also just lost my job because I can not return to work. I have virtually XXXX income. So, you can imagine my stress levels. But, to continue, I have not, and still havent received ANY correspondence through the mail regarding this non-payment. I check my mail every day. What I did receive was a phone message from XXXX XXXX on XX/XX/XXXX from XXXX ( XXXX ). I immediately called back, learned of the missed payment, and not only did I pay ( on the spot ) the ONE month that was missed, I paid XXXX and even covered XXXX so there was no chance of a gap. To make my point again, thats how important having financial integrity is to me, even given everything I just told you. \n\n- So, why didnt I hear anything until then? The rep literally said they were calling the wrong number and they do not leave messages. Then why all of a sudden did I get the call on the correct number with a voice message? Thats suspicious. I have to wonder if they dont also have the wrong address that goes along with this mysterious phone number. Or, because I am trying to pay electronically, did they stop all forms of mail? Secondly, I find your companys policy of reporting one missed payment immediately to the credit bureau after only 30 days to be harsh. I wasnt even given a chance to rectify things. I have known, as have others, that 60 days is standard for reputable companies, and that is AFTER talking to their clients first giving them a chance to clear things up which I did IMMEDIATELY UPON LEARNING ABOUT IT. \n\n- And, to most reasonable people, one would have thought that this credit marker for ONE ( inadvertently ) missed payment as harsh and unfair as it is, would have been quickly and graciously removed at this point based on all the circumstances I outlined to your representatives and supervisors : my good faith efforts to make payments ; misinformation given to me by your team ( inadvertent or not ) ; my immediate payment and forward payment ; my previous XXXX account that was in excellent standing ; my excellent credit ; MY HEALTH ; MY EXTENUATING CIRCUMSTANCES, etc. But, NO. Why would XXXX who prides themselves in customer service do that? I was dismissed and told to write a letter to somewhere in Iowa. \n\n4 ) After trying ( and being put on hold for an incessant amount of time twice ) to get to a supervisor who could hopefully listen to me, aid me, and help me through this process ; I actually got a supervisor ( her name is pronounced, XXXX, did not get her ID # ) who LECTURED ME : I should really monitor and check my accounts and the post office, she says. This is even knowing my situation! REPREHENSIBLE! She retorted with what came across as a disingenuous apology, and then a very blunt statement that XXXX is a business. We did nothing wrong. We have a policy. You may write a letter if you do not agree. I literally felt bullied and challenged to prove XXXX was wrong and that everything that I have been telling her and the others did not matter at all. Nor did I feel believed. \n\nDid I also mention that I submitted two complaints with XXXX and never heard anything back?! Very telling. Here are the reference numbers : ( Spoke with XXXX from client services ) and filed online. \n\n5 ) I can not begin to say how many people at XXXX XXXX XXXX I have tried to communicate with on this. The dispute team ( in Iowa ), whom I NEVER heard from, actually denied my written request/dispute to have the marker removed ( given everything I told them ) -- which I was shocked to find out! The only reason I found out is because I had to call and talk with another XXXX XXXX rep who paraphrased the decision to me over the phone -- three weeks after the fact. She told me the determination was that there is a statement on the website that references recurring payments, and that they have a policy XXXX must report missed payments to the credit bureaus after 30 days. NOTHING I PRESENTED TO THEM SEEMED TO BE CONSIDERED! I still cant find this statement, and I cant/dont want to spend my days between rehabilitation sessions looking for it. By the way, there is a very clear statement on the website that says XXXX MAY report missed payments and MAY disclose information to the credit bureaus. NEVER does it say MUST. XXXX XXXX XXXX has the ability to help its customers, but it chooses not to.\n\n6 ) One of the last straws came when I found an email address on line for XXXX executives ( XXXX XXXX, who is no longer there (? ), XXXX XXXX, and guessed at XXXX XXXX ). I also called a corporate number ( XXXX ) that was given to me by another customer service supervisor ( XXXX XXXX, in Maryland, XXXX ). She initially said something about a fax number to which I could file an appeal. But, she said she would look into everything first and do everything she could to get this resolved. I held off on this fax option because I was under the impression this would be where I finally got help. However, she said the next day, they would not remove the marker, and that she actually didnt have the power to change anything. What good is a powerless supervisor to anyone? That made me feel less confident and worse. This was actually the first I heard of any appeals process ( with the fax, ) and I have never heard it mentioned since (?? ).\n\n7 ) I called the number the supervisor gave me ; and emailed the aforementioned. I got a call back from XXXX XXXX, who in fact, I would like to file a formal complaint against. Not only did he not listen to what I was saying with his canned responses, he came across arrogantly, like he did not believe or care about anything I was saying ; he gave me conflicting advice, and even disconnected/hung up on me and never called back. I wish this werent true, and his cold demeanor and comments pushed me to the brink. This was on XX/XX/XXXX and XX/XX/XXXX. Please provide a reference number for this complaint. I would like to ensure it is given due attention, and I am followed up with. \n\n8 ) In an embarrassing moment, I literally broke down in tears while first talking to him because I have been so wracked trying to get to a reasonable, professional person with an ounce of sensitivity and humanity, who would work with me on this escalated situation. An advocate would be nice, rather than a bully. Once again, all he ( and others ) seemed to talk about and care about is this sacred XXXX policy and some statement on the website. Is this etched in stone and carried down from XXXX  XXXX? That was the only benchmark to which this credit marker was based. NOTHING ELSE. He even mentioned something about audits, which is inappropriate and not my concern. And I believe it was him ( or another supervisor ) who said that XXXX does not base any of their credit decisions on customer loyalty. Well, Im sure you can imagine how dismissive, unbelievable, and rude THAT sounded. What a customer hears is a canned, robotic answer that translates to : XXXX does not care about your loyalty or who you are or what your circumstances are. We only care about our policy. # XXXX # XXXX 9 ) He did offer to investigate my situation, however, and in so doing, I asked if I needed to send in any medical documentation or paperwork that would support me and my other grievances. He emphatically said NO. But, after I was pushing, he added they would consider my medical situation and extenuating circumstances, along with everything else like the policy, of course, he had to add. Again, this mysterious policy. I was left feeling even more befuddled, confused, angry, and despondent. \n\n10 ) I was called back the next day and he said the result of the investigation was that he had a screen shot of a statement on the website that discussed policy. What?! Then he actually said I never filed a form or documentation about my medical condition. What?!! THIS IS PROOF NO ONE IS LISTENING TO WHAT I AM SAYING! I have no words. \n\n- The team at XXXX XXXX XXXX wears blinders. In order to try to make sense of everything, I had to ask him if XXXX XXXX was being investigated for something because I could not fathom why they are so laser focused on this apparent policy and statement -- not listening to or considering anything else that is said and presented by a client. I finally asked if I could take this whole unresolved situation somewhere else or do something else, and all XXXX retorted was : No, this is corporate, it stops here. That certainly could not be true. I could literally feel my frayed nerves burning the ulcerative juices churning. And now I feel it more while I write this letter. \n\n11 ) Making matters worse, I was hung up on ( disconnected? ) during my conversation with XXXX, and I had to call back and leave messages to ask further questions regarding the supposed investigation, his supposed screen shot, and any medical forms I am now supposed to fill out. I was more confused than ever. This was Friday. Ive called again asking about these forms. NO RESPONSE. \n\n- Being subjected to these unhelpful, robotic and insensitive team members is like being hit over the head with a brick time and time again. I truly do not believe your team understands how and what is coming out of their mouths and how it affects your ( human ) clients. I do not know if they really know how to treat customers. To a factual point, regardless of your policy, do they know they CAN remove markers because of every situation I mentioned, and they should. \n\nIts not just him, though. Although there have been some empathetic and professional people, no one even seemed capable of asking me appropriate questions that may have truly been helpful. For instance, no one even asked : do you want to file papers for your medical situation ; or this is what they look for, and this is the best way to communicate everything.\n\nI sincerely hope that you see that I have done everything to the best of my ability to make sure you get your payments, and I believe I have clearly illustrated the incorrigible mess this has become. WHAT MORE DO YOU NEED?! PLEASE DO NOT TELL ME YOU ARE GOING TO INVESTIGATE AND SEE IF YOUR POLICY WAS MET. Check my records, check your phone calls, read my dissertation and my documents. Be Human. Have TRUE customer service. But, please, do not cause me any more pain and angst over something that everyone I have told this too can not understand why its happening. This is XXXX. They are as shocked as I am. \n\nNow, for the most recent payment issue : As I was trying to draft this letter, I was checking my account on line. I actually re-set my recurring payments with ( a misguided ) sense of confidence. I discovered that what should have been monthly payments of XXXX is actually coming up as {$640.00}. That is wrong! Furthermore, your website is horribly confusing and apparently extremely inaccurate, to say the least, which is causing me all these incredible problems. According to my account page, it said it is set up with recurring payments on the XXXX of each month, like I requested, but in checking it recently, it says it is taking out {$640.00}. WHERE DID THAT NUMBER COME FROM?! I NEVER AUTHORIZED THAT! My monthly payment is {$300.00}. \n\nI paid {$930.00} on XX/XX/XXXX for XXXX, XXXX, and XXXX. I was paid up. I was actually ahead of my payments. Furthermore, what is incredibly confusing is that there is another page saying that I have to pay ASAP on XX/XX/XXXX and there is a red mark on the Make One-Time Payment, when I have a recurring payment set up already. At least it is saying I owe the CORRECT amount of {$300.00}. \n\nTo get to the bottom of this incredible shock, I called first thing on XX/XX/XXXX and spoke with XXXX ( ID : XXXX ) who explained that because that is what I supposedly owed at the time I set this up, the computer automatically put that as my monthly payment. I OWED NOTHING IN FACT I WAS AHEAD! Unfortunately, he said the {$640.00} already went through and was taken from my checking account, and they couldnt stop it. If I wanted, I could contact my bank to stop payment or they could send me a check that will take up to two weeks to get. Thanks, XXXX! Because that causes me more difficulties and I didnt want to be slapped with another late payment if things got crossed, I felt I had no other choice but to suffer an even more difficult month financially because I wasnt expecting to pay MORE THAN DOUBLE my monthly payment. He assured me that XXXX and XXXX would be covered, and he walked me through setting up the payments to start on XX/XX/XXXX for the correct amount of {$300.00}. He said he would send me a confirmation email, but I have NOT GOTTEN ONE, and I hope a letter that gets to me. The case number for this is This is the THIRD time I am attempting the recurring payment system. Some would call me a complete XXXX for doing so, and I am really questioning this ; but I am very serious when I say I need to have help getting payments through because it is much easier for me at this point to have them automatically taken out, ( and now make more effort to monitor ) than to worry about mailing checks, etc. Unfortunately, your website is the only way I can do it. I seriously hope I do not have to chastise myself again for even trying this, and really regret it. Perhaps I am a glutton for punishment. Furthermore, I wish I had enough knowledge or insight to get a case number and ID number from the representatives who initially helped me set up my recurring payments online and then when I changed my account number. I guess, at the time, I saw no reason to even think about it because I truly felt I could rely on your team. Boy, I really do feel duped and dumb. I think in retrospect, aside from hand-delivering payments each month to whomever actually takes them, Ill really have to figure out the least painless way to get them to you ; and bypass the recurring payment system.\n\nJust so you know, NO ONE ever acknowledged, owned up to, or apologized for giving me misdirection in the first place. Funny that they offered to take my late payments off without me even asking ; yet they would not consider removing the credit marker. This is really smelling. Whatever happened to the customer is always right, the customer is our bread and butter, and we will do whatever we can to ensure the customer is happy and taken care of? XXXX really does not get it and they really do not care. I am living proof of this multiple times over. \n\nIt seems very odd saying this, but I have had wonderful dealings with XXXX in the past, and that is why I got a second one. I was even able to work successfully with the recurring payment system on my last account ( albeit trouble in the beginning that was remedied by a competent customer service rep ). I am at the point, however, where I am looking into getting out of my lease after only having the vehicle for four months because your company has literally made me sick to my stomach and fried my nerves -- even further. I am waiting to hear back from the general sales manager. \n\nI do not know who else to turn to. As I said, I do know, however, that the media, social media, friends and family, my congressman, and other agencies have and will continue to be supportive of my plight. I will use all my contacts and in-roads to finally be heard. People need to know how XXXX XXXX XXXX behaves and what they do to people. Hopefully no one else will have to go through what I am going through. As Ive said, I have tried to work through your channels and your processes to try to come to a solution that is mutually beneficial to everyone to beyond disgraceful results. # neverlexus # lexusdoesntcare # corporatebullies. \n\nI JUST want my credit marker removed and my credit and integrity restored. That is all I ever asked. And, I would like that you do not XXXX up my finances and money situation anymore. Am I furious, yes, but I certainly do not want to see anyone fired over this. Everyone is human, which XXXX has apparently forgotten. I do also hope that you look into training your staff to being more empathetic and customer friendly. This spewing of policy and statements as a mantra needs to stop. It really affects people. By the way, please take a look at https : //www.consumeraffairs.com/automotive/lexus-financial-services.html and you will find out how your company is horribly reviewed. Your overall rating is ONE star. My review ( s ) are there. That is just the tip of the iceberg as far as getting the word out. Its simply facts and how a customer believes they are being treated. Ive loved my XXXX vehicles, and I have always had outstanding service from XXXX before. I am really dumbfounded by this, and sincerely hope this gets corrected. \n\nAs I stated, I appreciate your attention to everything I have laid out and your utmost consideration with all these matters. I am sincerely hoping that you are different from the uncaring and unresponsive members of the XXXX XXXX Team. And, I thank you in advance. \n\nIf you choose to look into this matter, my account number is : and the VIN number on my current car is : Sincerely, CC : CC : XXXX XXXX, CEO XXXX XXXX CC :  XXXX XXXX, Executive Advisor to XXXX XXXX XXXX","date_sent_to_company":"2018-09-04T18:53:07.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"3004658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TOYOTA MOTOR CREDIT CORPORATION","date_received":"2018-08-28T22:41:34.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["Unfortunately, he said the {$640.00} already went through and was taken from my <em>checking</em> <em>account</em>, and they couldnt stop it. 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