{"took":96,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":36,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1685672","_score":23.222942,"_source":{"product":"Credit card","complaint_what_happened":"This is concering JCPenney of XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NY XXXX XXXX representative asked me if I would like a rewards card for some instant discount. At no point in time did she ever mention or say that this was n't a simple points card but actually a credit card. There was no agreement or paper I was asked to read and agree to. It was only later when I got an alert from a identify fraud monitoring service that I realized what had happened. This has resulted in an unnecessary hard pull of my credit history and was tantamount to fraud. I had absolutely no idea that I was being signed up for a credit card at any point throughout the entire process.","date_sent_to_company":"2015-12-07T17:09:36.000Z","issue":"Unsolicited issuance of credit card","sub_product":null,"zip_code":"11364","tags":null,"has_narrative":true,"complaint_id":"1685672","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2015-12-07T17:09:35.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At no point in time did she ever mention or say that this was n't a simple points card but actually a <em>credit</em> card. There was no agreement or paper I was asked to read and agree to. It was only later when I got an <em>alert</em> from a identify <em>fraud</em> <em>monitoring</em> <em>service</em> that I <em>realized</em> what had happened. This has resulted in an unnecessary hard pull of my <em>credit</em> history and was tantamount to <em>fraud</em>."],"product":["<em>Credit</em> card"],"issue":["Unsolicited issuance of <em>credit</em> card"]},"sort":[23.222942,"1685672"]},{"_index":"complaint-public-v1","_id":"3376966","_score":23.174063,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I reported to Carecredit that I was not receiving a bill and therefore was unable to make payments on the account. After receiving several fraud alerts from a credit monitoring service, I realized they were reporting negatively to the credit bureaus. It took several months for them to remedy the situation and they admitted that part of the problem was that they were outsourcing these customer service calls to call centers out of the country, therefore creating a language barrier which resulted in incorrect mailing address information being updated to my account, resulting in the mail delivery problem. \n\nSynchrony Bank promised to remove the delinquencies from my credit reports, but have not done so. My end of the bargain was to bring the account current and continue making regular payments on time so long as I received a bill. I have done this.","date_sent_to_company":"2019-09-17T13:03:06.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Store credit card","zip_code":"22030","tags":"Servicemember","has_narrative":true,"complaint_id":"3376966","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2019-09-17T12:44:05.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["After receiving several <em>fraud</em> <em>alerts</em> from a <em>credit</em> <em>monitoring</em> <em>service</em>, I <em>realized</em> they were reporting negatively to the <em>credit</em> bureaus. It took several months for them to remedy the situation and they admitted that part of the problem was that they were outsourcing these customer <em>service</em> calls to call centers out of the country, therefore creating a language barrier which resulted in incorrect mailing address information being updated to my account, resulting in the mail delivery problem."],"product":["<em>Credit</em> card or prepaid card"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["Store <em>credit</em> card"]},"sort":[23.174063,"3376966"]},{"_index":"complaint-public-v1","_id":"13985183","_score":22.218512,"_source":{"product":"Credit card","complaint_what_happened":"XXXX separate credit cards were opened without my consent within a months span. \nFirst, a Target credit card was opened on XX/XX/year>. The card was charged for {$200.00}. I contacted Target as soon as I saw the credit cards opened under my account. I believe this is still under investigation and is in dispute. XXXX was a XXXX XXXX credit card opened sometime mid XX/XX/year>. XXXX XXXX completed their investigation of the fraud claim and determined that I was not responsible for this account. There was nothing charged under the account which I also find strange. When I realized both credit cards were opened under my account, I contacted XXXX  immediately and talked to an automated service for a dispute and credit monitoring/alerts. The next day during business hours I called both companies to file a fraud claim.","date_sent_to_company":"2025-06-10T04:53:34.000Z","issue":"Getting a credit card","sub_product":"Store credit card","zip_code":"11706","tags":null,"has_narrative":true,"complaint_id":"13985183","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2025-06-10T04:14:44.000Z","state":"NY","company_public_response":null,"sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["When I <em>realized</em> both <em>credit</em> cards were opened under my account, I contacted XXXX  immediately and talked to an automated <em>service</em> for a dispute and <em>credit</em> <em>monitoring</em>/<em>alerts</em>. The next day during business hours I called both companies to file a <em>fraud</em> claim."],"product":["<em>Credit</em> card"],"issue":["Getting a <em>credit</em> card"],"sub_product":["Store <em>credit</em> card"]},"sort":[22.218512,"13985183"]},{"_index":"complaint-public-v1","_id":"3370327","_score":20.307026,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"A year ago around XX/XX/XXXX I received an alert from my XXXX premium identity monitoring service that my Ss and an old email address had been breached on the darkweb? Immediately I demanded reports not only from my information breached that I trusted them to monitor but also full summary reports to learn every area they are monitoring and what exactly are they protecting on my XXXX XXXX and XXXX XXXX devices due to also seeing an outrageous amount of url redirects that try to load so fast in the background! I sometimes get locked up or end up on blank pages not the known high profile site such as \" XXXX '' that I typed into my XXXX browser! XXXX didnt appear to be operating thorough especially failing to block ads and popups etc! I was unable to find a support tech with XXXX they had no way to retrieve ALL of my history, access, activity etc and I pay for the premium identity monitoring service! XXXX support techs referred me to the identity monitoring team and they are an outside company not affiliated or subsidiary with only partnering with! I find serious negligence if that is how a security app charging a premium service to monitor protect and revoke suspicious access or activity unable to compile and produce their findings and fail to secure as promised! I am not certain my data breach was from the same time frame as when I gave XXXX or experian credit works monitoring permission to alert me for this type of data and privacy concern because XXXX almost immediate enlisting their services alerted me and Experian did not or didnt flag my report or send me a report! The agent I spoke with from the beginning at XXXX identity monitoring was as limited on account summary details and refused to comply with my request for details saying she just doesnt have the ability to send me my own history of their monitoring my identity! I have since seen unauthorized questionable activity in lXXXX analytics XXXX says they dont do much to protect XXXX devices and XXXX devices dont need security? Wow My XXXX devices have a life of their own and I am blocked out of most areas of it! I pay for XXXX identity monitoring and plan to supeona their records my investigation of this invasion of privacy is completely stagnant and I am being denied my right of fair reporting! XXXX identity monitoring still alerts that my information is breached with no detailed history or factual report and failure to block breach access if they keep reporting new alerts! they are monitoring my identity I have a right to learn the true details etc I told XXXX  identity agent that I need to know what this alert of my info breached means? I told her I want a full detailed report so I can report to authorities! She kept saying \" darkweb '' as the XXXX alert states then came back informing me my info was breached on the public records sites? What sites? XXXX  identity agent was clueless so I had to do my own research and know this one very vital part of what was breached and the fact public records now has me on fraud alert investigation to find out WHO is doing this because I make sure there are no inaccurate reports combined with mine! I worked in credit for years and Privacy opting out is the safest way to assure info isnt accessible to criminals! Not only was my information on most all public records sites also misspellings of my name and addresses where I have never lived with same variating information which seemed to appear overnight on these sites as if criminals are applying for credit! I spoke with XXXX  identity monitoring again demanding their detailed breach report for my right to truth in disclosure of the service they are providing she said I would not be able to get that or have to subpoena it which is on my agenda! She did help me place a fraud alert on one of the bureaus that needed third party verification! My problem is far from resolved in fact Experian has failed to comply with a validity of debt letter and request of removal or proof of debt by allowing 30 days to pass without proving valid in reference a credit account I don't recognize! If I owe the debt I have no problem in repaying the debt just as I am another account I disputed unrecognizable report of default and it was a collection account for revolving retail that I do owe! I have a repayment plan in place currently! I have no problem with the law firm that is litigating this unknown debt against me because they actually complied and are continuing to do so by proving the account is a creditor I owe and if so I will pay in full! There is alot of suspicion around this account and on my credit bureau reports with misspelling of my name, inaccurate poe and three of my former addresses one which I stayed for 6 months at a DV shelter and never received a letter giving permission to ANYone to disclose that confidential information nor did I ever allow the credit bureaus to report that as my address at all especially flagging that address as crisis intervention? Now they are in violation of my right to privacy at a XXXX shelter! Flagging the XXXX shelter address as risk due to not being a residence instead a business? That XXXX shelter is obviously NOT a fair report due along with my current address and my parents family home is unlawful and after disputing in writing also requesting determining factor and how are they allowing such negative statements that carry a risk factor without providing exact documentation of this risk report or citing an immediate investigation after my dispute carries the power of unfair prejudice and bias when the other residences former and present of these addresses reports fail to also flag as risk! I learned throughout this past year of sending disputes in certified to the credit bureau for inquiries does initiate a dispute at all in fact Experian -XX/XX/XXXX report shows more unrecognized inquires since I placed a fraud alert! I have never been offered credit or an invite for an over the normal accumulation of inquiries populating to a serious fraud alert concern! If a collection agency inquires about a debt they are third party now and have the right to under the fdcpa laws and I always see an account generated or a close liasion ie attorney inquiry, those are not the hard inquiries I have a HUGE problem with especially since a breach alert I expect The credit bureaus to investigate and bring knowledge of their reporting system to the front lines and offer me fairness under the credit reporting act and consumer protection etc! I have given them a year and not much has been resolved! An agent today went through my credit bureau addresses phone numbers and poe which wrong inaccurate old information not even relating to my personal life or credit life present she removed! There are so many mispellings of my name I want to know who is applying or inquiring to my credit withiut my permission unable to spell my name, reporting wrong poe, unfamiliar phone numbers and every address I may have actually lived and some just visited friends homes never lived at all! If there is a semi familiar former address its reported redundant and completely inaccurate raising suspicion that someone is trying to apply and open credit in my name and so far the inquiries the credit reporting agencies refuse to move I am demanding the application or letter giving them permission to inquire and they never offered me services or have any reason to inquire on my credit, The credit bureaus offer no help in validity of debt in this area nor will they remove the hard inquiry until I express in writing and creditors approves! Two if not three inquiries violate my credit freeze and fraud alert on Experian! It is against the law to report any information negative without alerting me! The experian credit works program in fairness to them did not have my email address however countless phone calls and after my dispute I would think that department which prevents inquiries and unfair reporting would realize after au demanded to why I see Experian credit viewing my report at all wow I forgot I even signed up for this service I have never received one alert, The hard inquiries that I NEED proof of consent to inquire are all companies I do not recognize nor have done business with and they are first party so I know there is an application or some person initiating solicitation of my credit! If the credit bureaus do not comply with my right to prove valid I will have no choice but to seek legal counsel! I have many more issues with reporting that is unlawful redundant inaccurate and no one is governing such outdated, inconsistent, inaccurate, unlawful accumulation of a not even considered unfair untrue or flagged for dispute as I excersized my rights under the law! When details are imput there is a timeline and application or document reflecting the information as recent and current! I have watched my credit report evolve from times of poverty and defaulted debt to finally resuming A list worthy chance to keep my credit in good standing Every seven years negative reports fall off etc not ever in the history of the credit bureau have they gone backwards in resubmitting information that legally passed the seven year statute mark Now that I see some of this reporting I want all of the positive ratings also from the past decades! They report anything obviously just mere wrong such as spelling of my name is a violation of my right to fair and accurate information!","date_sent_to_company":"2019-09-12T16:58:39.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"63367","tags":null,"has_narrative":true,"complaint_id":"3370327","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-09-11T04:07:10.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Two if not three inquiries violate my <em>credit</em> freeze and <em>fraud</em> <em>alert</em> on Experian! It is against the law to report any information negative without <em>alerting</em> me!"],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"],"sub_issue":["<em>Credit</em> inquiries on your report that you don't recognize"]},"sort":[20.307026,"3370327"]},{"_index":"complaint-public-v1","_id":"3160895","_score":19.791277,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX an autoloan with XXXX XXXX bank was obtained fraudulently on my name for the amount of {$24000.00} for a used car XXXX XXXX XXXX XXXX XXXX. VIN :  XXXX. I came to realize about this loan because of an invoice of XXXX Toll service with a picture of this vehicle I never had - this invoice was I received at my address. The auto-loanthough, was obtained with a different address, a place I never lived in before. \nOn XX/XX/XXXX, I went to XXXX and was able to obtain a Certified Title History of this vehicle. I realized then, this car was purchased on my name. I then called XXXX  credit Bureau to obtain a copy of my credit report. I confirmed this unpaid loan hurt my good credit history and created a fraud alert and requested a service for credit monitoring.I also filed a police report same day. I also disputed this loan and they confirmed it was deleted from my report. I also contacted XXXX XXXXXXXXBank and disputed this loan as well, I was in contact with an Investigator-XXXX XXXX Bank XXXX XXXX, XXXX XXXX, phone XXXX. He sent me a Forgery Affidavit on XX/XX/XXXX. I sent all documents requested including my Driver 's license and police report. I thought the problem was solved but then was told I had to file a dispute with all three credit bureaus and called Experian and XXXX  ; both came back with negative results about my dispute on the auto loan. The loan remains in my credit as of now XX/XX/XXXX.","date_sent_to_company":"2019-02-23T16:57:18.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77389","tags":null,"has_narrative":true,"complaint_id":"3160895","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-02-23T16:57:15.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I confirmed this unpaid loan hurt my good <em>credit</em> history and created a <em>fraud</em> <em>alert</em> and requested a <em>service</em> for <em>credit</em> <em>monitoring</em>.I also filed a police report same day. I also disputed this loan and they confirmed it was deleted from my report. I also contacted XXXX XXXXXXXXBank and disputed this loan as well, I was in contact with an Investigator-XXXX XXXX Bank XXXX XXXX, XXXX XXXX, phone XXXX. He sent me a Forgery Affidavit on XX/XX/XXXX."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[19.791277,"3160895"]},{"_index":"complaint-public-v1","_id":"3160891","_score":19.78939,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX an autoloan with State Farm bank was obtained fraudulently on my name for the amount of {$24000.00} for a used car XXXX XXXX XXXX XXXX XXXX. VIN : XXXX. I came to realize about this loan because of an invoice of XXXX Toll service with a picture of this vehicle I never had - this invoice was I received at my address. The auto-loanthough, was obtained with a different address, a place I never lived in before. \nOn XX/XX/XXXX, I went to DMV and was able to obtain a Certified Title History of this vehicle. I realized then, this car was purchased on my name. I then called XXXX  credit Bureau to obtain a copy of my credit report. I confirmed this unpaid loan hurt my good credit history and created a fraud alert and requested a service for credit monitoring.I also filed a police report same day. I also disputed this loan and they confirmed it was deleted from my report. I also contacted State FarmBank and disputed this loan as well, I was in contact with an Investigator-State Farm Bank Financial Crimes, XXXX XXXX, phone XXXX. He sent me a Forgery Affidavit on  XX/XX/XXXX. I sent all documents requested including my Driver 's license and police report. I thought the problem was solved but then was told I had to file a dispute with all three credit bureaus and called XXXX  and XXXX  ; both came back with negative results about my dispute on the auto loan. The loan remains in my credit as of now XXXX, XXXX.","date_sent_to_company":"2019-02-23T16:57:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77389","tags":null,"has_narrative":true,"complaint_id":"3160891","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STATE FARM BANK, FSB","date_received":"2019-02-23T16:25:40.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I confirmed this unpaid loan hurt my good <em>credit</em> history and created a <em>fraud</em> <em>alert</em> and requested a <em>service</em> for <em>credit</em> <em>monitoring</em>.I also filed a police report same day. I also disputed this loan and they confirmed it was deleted from my report. I also contacted State FarmBank and disputed this loan as well, I was in contact with an Investigator-State Farm Bank Financial Crimes, XXXX XXXX, phone XXXX. He sent me a Forgery Affidavit on  XX/XX/XXXX."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[19.78939,"3160891"]},{"_index":"complaint-public-v1","_id":"3272352","_score":19.710096,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Fifth Third is unable to resolve credit card fraud and identity fraud. They put consumers at risk and make them go through hours of hurdles to try and get fraud resolved. It is reckless and irresponsible and shows poor fraud defenses on their end. \n\nI received a notification from a credit monitoring service ( XXXX ) on XX/XX/2019 that there was a hard inquiry on my TransUnion credit report from Fifth Third Bank and 2 other banks. I did not make any of those inquires for credit so realized I was a victim of identity fraud. I put in a fraud alert for the credit agencies, and then was able to call and close 2 of the fraudulent accounts that were opened under my name. It took around 30 minutes to an hour of hold time, getting transferred, and putting in my info to get those fraudulent accounts closed. This is an XXXX, but I thought 2 banks had a good customer service experience to resolve identify fraud. \n\nFor Fifth Third, however, I have spent over 4 hours on hold and being transferred between departments but have been unable to resolve this issue. Fifth Third repeatedly says in their hold menu that I need to enter my account number of social security number to get faster service. I don't have an account number ( because it is fraud! ) and my social is not registering with them. So that means I sit on hold for 30-45 minutes since I am de-prioritized in the queue. When I finally do get a hold of someone, they say they can't access my application since my info doesn't match ( BUT OF COURSE IT DOESN'T MATCH. IT IS FRAUD. WHY WOULD THE INFO MATCH WITH FRAUD!! ). This is an awful customer experience and they are running the risk of someone receiving a credit card in my name and me being liable.","date_sent_to_company":"2019-06-12T14:59:51.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"30312","tags":null,"has_narrative":true,"complaint_id":"3272352","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2019-06-12T14:30:22.000Z","state":"GA","company_public_response":null,"sub_issue":"Card opened as result of identity theft or fraud"},"highlight":{"complaint_what_happened":["I did not make any of those inquires for <em>credit</em> so <em>realized</em> I was a victim of identity <em>fraud</em>. I put in a <em>fraud</em> <em>alert</em> for the <em>credit</em> agencies, and then was able to call and close 2 of the fraudulent accounts that were opened under my name. It took around 30 minutes to an hour of hold time, getting transferred, and putting in my info to get those fraudulent accounts closed. This is an XXXX, but I thought 2 banks had a good customer <em>service</em> experience to resolve identify <em>fraud</em>."],"product":["<em>Credit</em> card or prepaid card"],"issue":["Getting a <em>credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["Card opened as result of identity theft or <em>fraud</em>"]},"sort":[19.710096,"3272352"]},{"_index":"complaint-public-v1","_id":"5997665","_score":18.871153,"_source":{"product":"Debt collection","complaint_what_happened":"About a year ago in The fall of 2021, I received an alert from my credit monitoring service that I had a debt collection being reported on my credit reports. Knowing that I have no debt in collection I looked at all the credit reporting agencies and realized this was indeed NOT my debt. My license and wallet were stolen about 3 years ago and I have had some problems with identity theft since then. I filed a dispute with all three bureaus which they all returned saying it was valid debt with a company I have never had a phone with. I then proceed to contact the collection agency Sunrise Credit Services in writing to inform them that I had no idea of the debt and requested that they send the original bill and I told them it was probably identify theft. If you look at my credit history I have no late payments or unpaid debt. They responded by sending me a phone bill from XXXX XXXX XXXX with my name but an incorrect address. The address was in XXXX, Indiana. I have never lived in XXXX, IN in all of my 47 years of being alive on this Earth!! Shouldn't any credit agency or debt collecting agency be able to verify this information? \nI have a debt in collection for the amount of {$1400.00} to Sunrise Credit Services original to XXXX XXXX XXXX I have disputed this with the agencies and the credit bureaus but they continue to say it is my debt. This is fraud and I have never purchased a phone from XXXX XXXX  XXXX and I have never lived in XXXX, Indiana. \nXXXX XXXX XXXX Sunrise Credit Services","date_sent_to_company":"2022-09-20T00:59:09.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"46375","tags":null,"has_narrative":true,"complaint_id":"5997665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNRISE CREDIT SERVICES, INC","date_received":"2022-09-20T00:22:19.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["About a year ago in The fall of 2021, I received an <em>alert</em> from my <em>credit</em> <em>monitoring</em> <em>service</em> that I had a debt collection being reported on my <em>credit</em> reports. Knowing that I have no debt in collection I looked at all the <em>credit</em> reporting agencies and <em>realized</em> this was indeed NOT my debt. My license and wallet were stolen about 3 years ago and I have had some problems with identity theft since then."],"company":["SUNRISE <em>CREDIT</em> <em>SERVICES</em>, INC"]},"sort":[18.871153,"5997665"]},{"_index":"complaint-public-v1","_id":"2446954","_score":18.679235,"_source":{"product":"Debt collection","complaint_what_happened":"I work for the government and was part of the computer hacking that happened there. I was notified by office of personal management that all my info including fingerprints were hacked. I do not look at my bank accounts often and it only came to my attention when my debit card was declined.Then I realized several payday loans were opened under my name and my bank accounts were emptied I filed fraudulent charges with   XXXX   XXXX   XXXX   approx. 20 times and my debit card was canceled and reissued 4 times including canceled once by the bank when a person claiming to be me called for information. I have done everything that the government instructed me to do including submitting a fraud report to the FTC and the IRS. I also mailed letters to all payday loans that were taken out in my name. Prior to this I had a  XXXX  credit rating this brought it down to about  XXXX  and it is slowly going back ( now  XXXX  ) I do not owe this money and do not feel I should pay this. If my credit report is looked at I have an excellent history of repayment. Only blemishes are during this short period when my info was stolen. I currently have a protection service monitoring my information and have a fraud alert placed on my bank accounts. Someone attempted to file my income taxes electronically. Even my paypal account was hacked into.","date_sent_to_company":"2017-04-25T16:11:39.000Z","issue":"Cont'd attempts collect debt not owed","sub_product":"Payday loan","zip_code":"33073","tags":null,"has_narrative":true,"complaint_id":"2446954","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Lending Club Corp","date_received":"2017-04-21T17:42:31.000Z","state":"FL","company_public_response":null,"sub_issue":"Debt resulted from identity theft"},"highlight":{"complaint_what_happened":["I currently have a protection <em>service</em> <em>monitoring</em> my information and have a <em>fraud</em> <em>alert</em> placed on my bank accounts. Someone attempted to file my income taxes electronically. Even my paypal account was hacked into."]},"sort":[18.679235,"2446954"]},{"_index":"complaint-public-v1","_id":"2926441","_score":17.76251,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX I helped my father find a credit report to check his credit score. Back then, the website was not clear that I was signing up for any recurring services. I noticed today, XX/XX/XXXX, that I had a recurring pending charge from Transunion which alerted me to investigate. I came to realize Tansuinon had been charging me {$19.00} since then, a total of 28 charges at {$19.00} totaling {$550.00}. Today I called Transunion and the first representative said he could only cancel the subscription and refund the previous month of XX/XX/XXXX. I called again and spoke to XXXX, empoyee ID # XXXX ; I explained to her the issue and advised she could verify I had no access to their portal ever since and did not have an intention to subscribe to their Credit Monitoring Service. She said she was only authorized to refun 11 payments and if I wanted more I would have to talk to a supervisor, which I did. Supervisor, XXXX # XXXX, said he understood the issue and said he can only refund half, 14 payments. He stated there was no one else above him that could help ressolve the issue further. They state that even through, indeed, I did not access their serice throgh their portal, my father still recieved credit monitoring and alerts in case of fraud. The email associating with the account was my email, and upon chekcing my inbox, spam, and junk folders, there isn't a single email from Transunion, therefore, I could not have known I was getting an unwanted service. XXXX claims emails were indeed sent. \n\nMy online banking only allows me to search from XX/XX/XXXX onwards : XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00} XX/XX/XXXX TRANSUNION {$19.00}","date_sent_to_company":"2018-06-05T06:17:41.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"91764","tags":null,"has_narrative":true,"complaint_id":"2926441","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2018-06-05T01:17:32.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing dispute for services"},"highlight":{"complaint_what_happened":["They state that even through, indeed, I did not access their serice throgh their portal, my father still recieved <em>credit</em> <em>monitoring</em> and <em>alerts</em> in case of <em>fraud</em>. The email associating with the account was my email, and upon chekcing my inbox, spam, and junk folders, there isn't a single email from Transunion, therefore, I could not have known I was getting an unwanted <em>service</em>. XXXX claims emails were indeed sent."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["<em>Credit</em> <em>monitoring</em> or identity theft protection services"],"sub_product":["<em>Credit</em> reporting"]},"sort":[17.76251,"2926441"]},{"_index":"complaint-public-v1","_id":"1937443","_score":15.759674,"_source":{"product":"Credit reporting","complaint_what_happened":"While I was contacting different XXXX dealers, I contacted a company called \" XXXX XXXX XXXX '' based on a XXXX XXXX guide advertising to inquire about the best package they can offer. XXXX from that company answered the phone and made me an offer that sounded ok. I explained to him that I 'm still contacting other companies and comparing offers, so he asked for some personal details to secure the tailored offer for me by saving it under my name. \nFew days later, I got an alert ( Through an ID monitoring service ) that my credit report had a hard inquiry twice, once from a company called \" Alert center reviews '' which I have never heard of, and another from XXXX XXXX. \nBy the time this has already occurred, I had already found the company that has the best reputation and best offer and signed up with them. Few days later I found XXXX more hits on my credit report ( Hard inquiries ). \nI called Equifax to dispute the first XXXX pulls as that company never had my consent nor mentioned they would run my credit. Equifax denied helping and instructed me to contact the company directly. I called the company and got their manager 's number ( Or at least who I was told he was ) XXXX. And called him to sort things out, he said he will reverse the pull but never did. \nI tried to google the company \" advanced home security '' to get their address and send a formal registered letter asking for any evidence of my consent they had when they ran my credit. Only to find out that the company does not exist. At that point I realized that I was a victim of a scam and they fraudulently ran my credit. \nI called Equifax again on XXXX/XXXX/16, and spoke to XXXX ( Customer Service Agent ) who completely refused to help. I then asked to speak to a supervisor, was transferred to XXXX who helped me put an initial 90 days fraud alert but still refused to do anything to reverse the credit pulls and their impact on my credit score. She insisted that I contact the company again and ask them to do it. \nXXXX refused to consolidate the hits in one single it as they are all related to one single topic and still left me with XXXX different pulls from XXXX XXXX plus XXXX pulls from the companies ( Total of XXXX ). \nAs I am only left with a phone number of a person who -supposedly- is the manager of a company that in turn does n't exist online nor have a physical address. My only hope at this point is that you can help me remove the extra credit pulls from my credit report.","date_sent_to_company":"2016-05-23T20:09:00.000Z","issue":"Credit reporting company's investigation","sub_product":null,"zip_code":"90805","tags":null,"has_narrative":true,"complaint_id":"1937443","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2016-05-23T20:09:00.000Z","state":"CA","company_public_response":null,"sub_issue":"Inadequate help over the phone"},"highlight":{"complaint_what_happened":["Few days later, I got an <em>alert</em> ( Through an ID <em>monitoring</em> <em>service</em> ) that my <em>credit</em> report had a hard inquiry twice, once from a company called \" <em>Alert</em> center reviews '' which I have never heard of, and another from XXXX XXXX. \nBy the time this has already occurred, I had already found the company that has the best reputation and best offer and signed up with them. Few days later I found XXXX more hits on my <em>credit</em> report ( Hard inquiries )."],"product":["<em>Credit</em> reporting"],"issue":["<em>Credit</em> reporting company's investigation"]},"sort":[15.759674,"1937443"]},{"_index":"complaint-public-v1","_id":"13235020","_score":15.625446,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I'm writing with genuine frustration and urgency regarding an account that continues appearing on my credit report despite the fact that it has nothing to do with me.\n\nHeres the background : back in XXXX, my family and I went to the XXXX XXXX Basketball Tournament ( XXXX XXXX  ), a tradition weve loved for years. It was crowded, exciting, chaotic in the best way but unfortunately, during the event, my wallet was stolen. At first, I didnt even realize it was gone. I thought I mightve handed it off to my wife, but when she said she didnt have it, I assumed I just misplaced it. It wasnt until later that I realized it had been stolen, and worse used by someone else to commit identity theft. \n\nSince then, Ive taken all the proper steps I placed fraud alerts, I froze my credit, and Ive been using XXXX ID monitoring services ( which I can provide documentation for ). But Im still dealing with the aftermath.\n\nOne of the fraudulent accounts thats still being reported is from XXXX, opened on XX/XX/XXXX, with a balance of {$7900.00}. This account was not opened by me, and I have no connection to it. When I contacted XXXX, they confirmed that the account went unpaid and that the items were repossessed clear signs that this was not my doing. \nIve sent multiple letters to Equifax and TransUnion explaining the situation, and I havent received a single response. It honestly feels like Im being completely ignored, and its incredibly frustrating when Im doing everything right to fix something I didnt even cause. These agencies are supposed to investigate and help protect consumers in exactly these kinds of situations and right now, theyre not doing that.\n\nIve also spoken with my lawyer, who confirmed that I have every legal right to demand this account be deleted from my credit file.\n\nPlease understand Im just trying to clear my name. I never opened or used this account, and I shouldnt be held responsible for someone elses criminal activity. Im kindly asking for your help to make this right. If you need any further information or documentation from m\ne, Ill gladly provide it. You can reach me by phone or email at your convenience. \n\n\n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-04-29T14:45:12.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92649","tags":"Servicemember","has_narrative":true,"complaint_id":"13235020","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-04-29T14:25:11.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["It wasnt until later that I <em>realized</em> it had been stolen, and worse used by someone else to commit identity theft. \n\nSince then, Ive taken all the proper steps I placed <em>fraud</em> <em>alerts</em>, I froze my <em>credit</em>, and Ive been using XXXX ID <em>monitoring</em> <em>services</em> ( which I can provide documentation for ). But Im still dealing with the aftermath.\n\nOne of the fraudulent accounts thats still being reported is from XXXX, opened on XX/XX/XXXX, with a balance of {$7900.00}."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[15.625446,"13235020"]},{"_index":"complaint-public-v1","_id":"13234295","_score":15.608784,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I'm writing with genuine frustration and urgency regarding an account that continues appearing on my credit report despite the fact that it has nothing to do with me.\n\nHeres the background : back in XXXX, my family and I went to the XXXX XXXX Basketball Tournament ( XXXX XXXX  ), a tradition weve loved for years. It was crowded, exciting, chaotic in the best way but unfortunately, during the event, my wallet was stolen. At first, I didnt even realize it was gone. I thought I mightve handed it off to my wife, but when she said she didnt have it, I assumed I just misplaced it. It wasnt until later that I realized it had been stolen, and worse used by someone else to commit identity theft. \n\nSince then, Ive taken all the proper steps I placed fraud alerts, I froze my credit, and Ive been using XXXX ID monitoring services ( which I can provide documentation for ). But Im still dealing with the aftermath.\n\nOne of the fraudulent accounts thats still being reported is from XXXX, opened on XX/XX/XXXX, with a balance of {$7900.00}. This account was not opened by me, and I have no connection to it. When I contacted XXXX, they confirmed that the account went unpaid and that the items were repossessed clear signs that this was not my doing. \nIve sent multiple letters to Equifax and TransUnion explaining the situation, and I havent received a single response. It honestly feels like Im being completely ignored, and its incredibly frustrating when Im doing everything right to fix something I didnt even cause. These agencies are supposed to investigate and help protect consumers in exactly these kinds of situations and right now, theyre not doing that.\n\nIve also spoken with my lawyer, who confirmed that I have every legal right to demand this account be deleted from my credit file.\n\nPlease understand Im just trying to clear my name. I never opened or used this account, and I shouldnt be held responsible for someone elses criminal activity. Im kindly asking for your help to make this right. If you need any further information or documentation from m\ne, Ill gladly provide it. You can reach me by phone or email at your convenience. \n\n\n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2025-04-29T14:45:12.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92649","tags":"Servicemember","has_narrative":true,"complaint_id":"13234295","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-04-29T14:44:48.000Z","state":"CA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["It wasnt until later that I <em>realized</em> it had been stolen, and worse used by someone else to commit identity theft. \n\nSince then, Ive taken all the proper steps I placed <em>fraud</em> <em>alerts</em>, I froze my <em>credit</em>, and Ive been using XXXX ID <em>monitoring</em> <em>services</em> ( which I can provide documentation for ). But Im still dealing with the aftermath.\n\nOne of the fraudulent accounts thats still being reported is from XXXX, opened on XX/XX/XXXX, with a balance of {$7900.00}."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[15.608784,"13234295"]},{"_index":"complaint-public-v1","_id":"7823391","_score":15.572285,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2023, I noticed fraudulent transactions for XXXX  XXXX  services ( a service I have never, ever used, because I am an adult and not a teenager that plays video games ), and realized when I had recently lost my wallet at the airport, my Citi card must have been stolen from my wallet. I immediately reported the concern to Citi. The service representatives were inept, unskilled, and struggled to understand the very basic concepts of fraud. I was repeatedly put on hold, the call dropped, had to call again, and then speak to a supervisor. I attempted to explain that I wanted to report the charges as fraudulent and the card to be cancelled, but did not want a replacement card at that time, because I was traveling, and did not want a new card sent to my home when I wouldnt be there to get it ( I previously had an issue where Citi sent my credit card to the wrong address, and because Citi for reasons that are inexplicable to me, includes a pin and instructions to activate the card for whomever gets the package to activate it, it was activated and fraudulent purchases were made ). The CSR was so inept, they kept attempting to close my account, which I did not want. I was told repeatedly not to worry, and all would be okay. The transactions would be reported as fraudulent, they would not send a new card until I contacted them again, and no further charges would go through on the card. \n\nAbout a week later, I got a fraud alert and once again called Citi. When I spoke to the CSR, they were totally clueless about my previous call and requests. They once again tried to send me a new card, and once again, when I told them I could not receive the new card, tried to close the account. I once again had to walk them through what was going on : I wanted the old card blocked, the charges reported as fraudulent, and not to send a new card until I was back from traveling. \n\nIt is now XX/XX/2023, almost an entire month later, and I notice that the fraudulent charges are still showing on my account via the app. Because a payment is due, and I always pay the balance in full, I call Citi YET AGAIN. YET AGAIN, the XXXX has no clue about any of my previous calls, and attempts to walk me through the entire fraud process from the very beginning once again. ONCE AGAIN, I have to explain that I dont want to close the account ; I just want to block the old card, report the fraudulent charges, and not receive a new card until I have returned ( I am on a long term travel work assignment and will continue to be for several months ). I asked to speak to a supervisor, and after being placed on hold for over XXXX minutes, the XXXX came back on the line and said : We are experiencing a systems upgrade and unable to access any accounts. Please call us back after an hour or XXXX. I can only XXXX that when I call again tomorrow there will still be no record of any of these issues, and I will deal with yet another XXXX that will treat the issue as if it is happening for the first time. \n\nThe fact that Citi has let these fraudulent charges sit for over a month, and has not addressed the issue, is pathetic at best and a blatant violation of customer trust and false advertising that they protect their consumers from fraud. The fact that I have had to call on multiple locations, and there is no record of me reporting the fraud shows that fraud monitoring is unacceptable, their risk controls weak, and their ability to conduct financial business a danger to US consumers. \n\nI implore the CFPB to investigate this matter thoroughly and apply the appropriate reprimands and sanctions against Citi. The fact that they cant accurately monitor fraud or protect their consumers makes them unfit to sell financial products.","date_sent_to_company":"2023-11-08T06:42:04.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"28205","tags":null,"has_narrative":true,"complaint_id":"7823391","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-11-08T06:19:49.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["On XX/XX/2023, I noticed fraudulent transactions for XXXX  XXXX  <em>services</em> ( a <em>service</em> I have never, ever used, because I am an adult and not a teenager that plays video games ), and <em>realized</em> when I had recently lost my wallet at the airport, my Citi card must have been stolen from my wallet. I immediately reported the concern to Citi. The <em>service</em> representatives were inept, unskilled, and struggled to understand the very basic concepts of <em>fraud</em>."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[15.572285,"7823391"]},{"_index":"complaint-public-v1","_id":"3548806","_score":14.976122,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I just finished speaking with your agency and had your agency review my complaints and Citis responses. Your agency agreed with me they were able to see Citi clearly ignoring my demands to provide verification and proof. Please note this as to the record.A simple response providing no evidence to support their allegations is proof Citi is attempting to falsify allegations on their behalf in retaliation.To date no proof has been given as has been repeatedly requested and repeatedly ignored and denied.The alleged account has NEVER BEEN VERIFIED and they know this and is why they continue to falsify reports and mislead corporations into believing theyve satisfied requirements which theyve in fact failed to provide and instead issue a standard letter used to cause diversion so that they not be discovered for their illegal acts. They were asked to provide proof of mailing correspondence since they claimed a certain address but did not provide this and ignored due to obviously not having any proof otherwise.I never had a physical card from Citi to this alleged account and is also why I demanded proof. Currently Citi is enthralled in a multitude of lawsuits and class actions due to their unethical and illegal business practices. The writing theyve provided in response here to my past complaint are clear attempts to cause diversions knowing they do not have any proof of this alleged account and are instead attempting to blackmail and extort funds for their alleged account that has never been verified.\n\nNot only has Citi severely been found to breach contracts with its clients by a court of law, but theyve not learned their lesson since they continue to do so ... Your agency also found them guilty of the exact same unethical unlawful business practices. Clearly they view their illegalities with normalcy.You may read for yourself where a pdf  from the government is included on their deceptive business practices they were also found guilty of as folllows : CFPB Orders Citibank to Pay {$700.00} XXXX  in Consumer Relief for Illegal Credit Card Practices XX/XX/XXXX Millions of Consumers Harmed by Banks Deceptive Marketing and Unfair Billing of Credit Card Add-On Products and Services, and Other Unlawful Practices WASHINGTON, D.C. The Consumer Financial Protection Bureau ( CFPB ) has ordered Citibank , N.A . and its subsidiaries to provide an estimated {$700.00} million in relief to eligible consumers harmed by illegal practices related to credit card add-on products and services. Roughly 7 million consumer accounts were affected by Citibanks deceptive marketing, billing, and administration of debt protection and credit monitoring add-on products. A Citibank subsidiary also deceptively charged expedited payment fees to nearly 1.8 million consumer accounts during collection calls. Citibank and its subsidiaries will pay {$35.00} XXXX in civil money penalties to the CFPB. \n\nWe continue to uncover illegal credit card add-on practices that are costing unknowing consumers millions of dollars, said CFPB Director XXXX XXXX. In our four years, this is the tenth action weve taken against companies in this space for deceiving consumers. We will remain on the lookout for similar conduct and will address it as we find it. \n\nCitibank , N.A . is a national bank and insured depository institution. Citibank, as well as its subsidiaries Department Stores National Bank, and CitiXXXX XXXX Services , Inc. ( USA ), marketed or offered credit card add-on products to consumers nationwide. From at least XXXX through XXXX, Citibank actively marketed and enrolled consumers in five debt protection add-on products : AccountCare, Balance Protector, Credit Protection, Credit Protector, and Payment Safeguard. These products promised to cancel a consumers payment or balance, or defer the payment due date, if the consumer experienced certain hardships, such as job loss, disability, hospitalization, and certain life events, such as marriage or divorce. Citibank also marketed and sold other add-on products  XXXX, XXXX, XXXX, and Citi Credit Monitoring Services that offered credit-monitoring or credit-report-retrieval services. Citibank also offered Watch-Guard Preferred, a  wallet-protection service that notified credit and debit card issuers if the consumers reported a card lost or stolen. \n\nDeceptive Marketing The Bureau found that Citibank or its service providers marketed these products deceptively during telemarketing calls, online enrollment, point-of-sale application and enrollment at retailers, or when enrolled consumers later called to cancel certain products. For example, confusing text on pin-pad offer screens at the point of sale increased the likelihood that consumers applying for credit cards at a retailer would not realize they were both applying for credit and purchasing debt-protection coverage. These illegal practices affected an estimated 4.8 million consumer accounts. Among other things, Citibanks misleading or illegal marketing or retention practices included : Misrepresenting cost and fees for coverage : In some cases, telemarketers misrepresented or did not inform the consumer about the cost of the products. In certain telemarketing scripts, Citibank instructed telemarketers to claim a blanket free 30-day trial period, when Citibank still charged consumers during the initial 30 days of membership. In other instances, Citibank failed to inform consumers that they would be billed after the 30-day trial period if they did not cancel the product. Citibank also told some consumers they could avoid the fee by paying their balance in full by the due date. But to avoid the fee, consumers had to pay off the balance before the end of their billing cycle so that there would be no balance on the account when billing statements went out. \nMisrepresenting benefits of some products : For consumers who signed up for a credit-monitoring product, Citibank claimed the fraud alert service on credit card accounts would alert them of fraudulent purchases. In fact, the credit-monitoring product only provided alerts to changes in a consumers credit file maintained by major reporting companies, not at the transaction level. Citibank also misled consumers in telemarketing calls and in online marketing about the credit score benefit. It told consumers the credit score was generated from all the three major credit reporting companies, when in reality the score was generated by a third-party vendor. \nIllegal practices in the enrollment process : During telemarketing calls, Citibanks nonbank subsidiary, XXXX XXXX XXXX , XXXX. ( USA ), used illegal practices to enroll consumers in these products. That company used leading questions to obtain billing authorizations from consumers for certain add-on products. It also enrolled some consumers without any billing authorization or by construing ambiguous responses during calls for a billing authorization as permission for enrollment, and then charged consumers for the products. \nMisrepresenting or omitting information about eligibility for coverage : In some instances, consumers disclosed information to Citibank indicating that they would be ineligible for certain benefits. However, Citibank failed to inform them that they would be ineligible to receive the product benefits and still enrolled them in the product. \nUnfair Billing Practices Under federal law, in order for Citibank or its vendors to obtain consumers credit information to provide the credit-monitoring or credit-report-retrieval services for certain add-on products, consumers generally must authorize access to that information. In many instances, however, Citibank billed consumers for these products without having the authorization necessary to perform the credit-monitoring and credit-report-retrieval services. In other cases, Citibank or its vendors could not provide the promised services for other reasons, such as when the consumers information could not be found in the consumer reporting companies files. As a result, Citibank : Charged consumers for benefits they did not receive : Citibank charged consumers whose authorizations were not in order or who could not receive the credit monitoring or other benefits. The company continued to charge consumers for services they were not receiving, in some cases for the entire time the consumer had the product. \nFailed to provide product benefits : Consumers may have been under the impression that their credit was being monitored for fraud and identity theft, when, in fact, these services were either not being performed at all, or were only partially performed. \nCitibank engaged in these unfair billing practices from at least XXXX through XXXX. About 2.2 million consumer accounts were improperly billed product fees while not receiving the full product services. \n\nDeceptive Collection Practices When collecting payment on delinquent retailer-affiliated credit card accounts, Citibank offered consumers the option to pay by phone using a checking account, so the payment would post to the account on the same day. There was a {$14.00} fee associated with using this option. Citibank misled consumers by not disclosing the purpose of the expedited payment fee. It misrepresented the payment fee as a processing fee and did not explain that the fee was to post payment to the account on the same day it was made rather than a fee to allow payment. Citibank also failed to disclose other no-cost payment alternatives. The company charged the fee even though it was rarely in the consumers interest to pay the fee so that the payment would post on the same day. \n\nEnforcement Action Pursuant to the Dodd-Frank Wall Street Reform and Consumer Protection Act, the CFPB has the authority to take action against institutions engaging in unfair, deceptive, or abusive practices, or other violations of federal consumer financial law. This is the tenth action the Bureau has taken against companies for illegal practices in the marketing or administration of add-on products and services. The CFPBs order requires that Citibank : Provide {$700.00} XXXX in relief to roughly 8.8 million consumer accounts : Citibank must provide approximately {$470.00} million in consumer relief to about 4.8 million consumer accounts as a result of the deceptive marketing or retention practices. It also must pay approximately {$190.00} million to roughly 2.2 million consumer accounts that enrolled in the credit monitoring products and were charged while Citibank did not perform all of the promised services. Department Stores National Bank must provide about {$23.00} million in consumer relief to almost 1.8 million consumer accounts for  charging expedited payment fees on these delinquent accounts. \nConveniently repay consumers : Citibank will reimburse consumers affected by these practices. Consumers who are eligible for a refund do not have to take any action to get their refund. For the unfair billing practices related to the credit-monitoring products, Citibank has completed reimbursement to eligible consumers. For eligible consumers who have not received refunds yet, Citibank will initiate and complete a remediation process to reimburse those consumers. \nEnd unfair billing practices : Consumers will no longer be billed for the credit monitoring products if they are not receiving the promised benefits. \nCease engaging in illegal practices : Citibank is prohibited from marketing all add-on products by telephone or at the point of sale, or engaging in attempts to retain consumers in these products by telephone, until it submits a compliance plan to the CFPB. \nPay a {$35.00} XXXX penalty : Citibank will make a {$35.00} XXXX penalty payment to the CFPBs Civil Penalty Fund.\n\nThe CFPB is taking this action in coordination with the Office of the Comptroller of the Currency, which is separately ordering a {$35.00} XXXX civil penalty and restitution from Citibank and Department Stores National Bank for some of the same illegal practices. \n\nThe full text of the CFPBs consent order is available at : https : XXXX","date_sent_to_company":"2020-02-29T00:10:33.000Z","issue":"Incorrect information on your report","sub_product":"Other personal consumer report","zip_code":"293XX","tags":null,"has_narrative":true,"complaint_id":"3548806","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-02-28T23:41:25.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Misrepresenting benefits of some products : For consumers who signed up for a <em>credit</em>-<em>monitoring</em> product, Citibank claimed the <em>fraud</em> <em>alert</em> <em>service</em> on <em>credit</em> card accounts would <em>alert</em> them of fraudulent purchases. In fact, the <em>credit</em>-<em>monitoring</em> product only provided <em>alerts</em> to changes in a consumers <em>credit</em> file maintained by major reporting companies, not at the transaction level. Citibank also misled consumers in telemarketing calls and in online marketing about the <em>credit</em> score benefit."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"]},"sort":[14.976122,"3548806"]},{"_index":"complaint-public-v1","_id":"2005938","_score":14.231083,"_source":{"product":"Credit reporting","complaint_what_happened":"The issue started when I got an alert ( Through my ID monitoring service \" protect my id '' ) that my credit report had had a XXXX recent hard inquiries in 2 consecutive days, once from a company called \" XXXX '' and another from a company called \" XXXX XXXX XXXX ''. As I have never heard of or did any business with either of those companies, this lead me to believe I was a victim of identity theft. \nI then decided to file a dispute through Equifax website, only to find out that my information do n't match what they have in file about me. \nI called Equifax on XXXX/XXXX/16, and spoke to XXXX ( Customer Service Agent ) who completely refused to help. I then asked to speak to a supervisor, was transferred to XXXX who helped me put an initial 90 days fraud alert but still refused to do anything to reverse the credit pulls and their impact on my credit score. She insisted that I contact those companies and ask them to reverse the pulls. Few days later they sent me a document confirming that those companies have pulled my credit report ( see attachment ). \nI realized that I 'm entitled to a free credit report. So I tried to order it through Equifax website and file a dispute about the XXXX hard pulls, only to find out that my information mismatch on their system was never fixed and I ca n't file anything online. So I called Equifax on XXXX/XXXX/16 at XXXX and spoke to Customer service agent XXXX XXXX and explained that those companies never had my consent nor had a reason to run my credit. I also asked for my free credit report as a victim of identity theft. XXXX XXXX denied my right to have a credit report and tried to upsell me their identity protection product instead of helping me. I then asked to speak to a Supervisor and was transferred during the same phone call to XXXX XXXX who said she fixed the issue where my personal info do n't match what they have in file about me, but refused to help with the credit pulls issue and then the line dropped. Called back on the same day and spoke to Customer Service Agent XXXX, asked to be transferred to a supervisor and was connected with XXXX XXXX who agreed to send me my credit report but denied helping in disputing the hard pulls and instructed me to contact the companies directly. \nAs the credit report was never sent to me, I tried to request one online only to find that my information mismatch still exists so I call again on XXXX/XXXX/16 at XXXX and spoke to XXXX who requested one for me. It finally showed up few days later and it reflects the credit pulls in question. \nI tried to look up online through XXXX the companies \" XXXX XXXX '' and \" XXXX XXXX XXXX '' to get their phone numbers as all what I had on my credit pull was their addresses. I called the number I found for \" XXXX '' the phone operator denied that they have pulled my credit, refused to transfer me to a manager, and invited me to sue the company if I would like to. So I decided as last resort to send a formal registered letter asking for any evidence of business relationship between us or any prove of my consent they had when they ran my credit. \nI also did the same with the second company \" XXXX XXXX XXXX ''. When I called they denied pulling my credit so I went ahead and sent them an email asking for a clarification but never heard back from them. I then used their address from the address that showed up on my credit report and sent a registered formal letter asking for clarification. Both letters returned undeliverable as those businesses do not exist at those corresponding addresses. \nI realized that I was a victim of identity theft and both companies fraudulently ran my credit. Equifax is completely refusing to help, even mismatched my information so I do n't try to file a complaint online and the companies are nowhere to be found.","date_sent_to_company":"2016-07-11T05:06:22.000Z","issue":"Credit reporting company's investigation","sub_product":null,"zip_code":"90805","tags":null,"has_narrative":true,"complaint_id":"2005938","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2016-07-11T05:06:21.000Z","state":"CA","company_public_response":null,"sub_issue":"Inadequate help over the phone"},"highlight":{"complaint_what_happened":["I called Equifax on XXXX/XXXX/16, and spoke to XXXX ( Customer <em>Service</em> Agent ) who completely refused to help. I then asked to speak to a supervisor, was transferred to XXXX who helped me put an initial 90 days <em>fraud</em> <em>alert</em> but still refused to do anything to reverse the <em>credit</em> pulls and their impact on my <em>credit</em> score. She insisted that I contact those companies and ask them to reverse the pulls."],"product":["<em>Credit</em> reporting"],"issue":["<em>Credit</em> reporting company's investigation"]},"sort":[14.231083,"2005938"]},{"_index":"complaint-public-v1","_id":"8157993","_score":14.008713,"_source":{"product":"Credit card","complaint_what_happened":"Firstly, the notice was sent to the wrong address. I believe I confirmed with the agents my actual address. Please listen to the call recordings to confirm. They listed \" XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I listed my address as \" XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX \n\nOn XX/XX/XXXX. XXXX, I called Ally bank ( XXXX ) re : I had noticed that an 'application inquiry ' had been posted to my credit report ( via XXXX from XXXX ). This call was made at XXXXXXXX XXXX  XXXX XXXX and lasted XXXX. \n\nXXXX  was one of the companies that this occurred with, XXXX XXXX was the other ( not affiliated with XXXX ). I called XXXX  promptly ( the XX/XX/XXXX call I mentioned ) to ask that this be marked as fraud. I specifically asked, more than once, that this application be withdrawn and cancelled, prevent the card from being sent, and that they inform the credit bureaus. I was assured that this would happen. The pre-message to this call said that it would be recorded. \n\nI called the same number again ( again, from my credit monitoring service ) on XX/XX/XXXX @ XXXXXXXX XXXX  central. I had been notified that my credit balance had changed. \n\nTurns out that whoever got this card, charged nearly the maximum to \" XXXX XXXX '' within the week of XX/XX/XXXX, in XXXX, Idaho. \n\nI moved out of XXXX on XX/XX/XXXX to move to XXXX, TX. \n\nFrom this call, they launched an investigation, but refused to provide the 'sign up email ' and 'application phone number ' from the original application as it was 'under investigation ' ( understandable ). \n\nI feel that I gave them a fair opportunity by calling to ask Ally to cancel the application when I realized that I had not submitted it, as I lived XXXX miles away when it was filed and I had not been to that house in some time. That house is where my ex-husband lives. We have been trying to be amenable, and he is totally willing to help with gathering information. \n\nHis name is XXXX XXXX XXXX XXXX ) XXXX, he goes by XXXX. His number is XXXX and he has been alerted to a possible contact and wants to help.","date_sent_to_company":"2024-01-16T03:27:11.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"75025","tags":null,"has_narrative":true,"complaint_id":"8157993","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2024-01-16T02:24:40.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I specifically asked, more than once, that this application be withdrawn and cancelled, prevent the card from being sent, and that they inform the <em>credit</em> bureaus. I was assured that this would happen. The pre-message to this call said that it would be recorded. \n\nI called the same number again ( again, from my <em>credit</em> <em>monitoring</em> <em>service</em> ) on XX/XX/XXXX @ XXXXXXXX XXXX  central. I had been notified that my <em>credit</em> balance had changed."],"product":["<em>Credit</em> card"],"issue":["Getting a <em>credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[14.008713,"8157993"]},{"_index":"complaint-public-v1","_id":"7984405","_score":13.910275,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX, we realized that on XXXX, from our Bank of America checking account, they had made a payment of {$9600.00}, to an XXXX XXXX credit card, unknown to us. Prior to this payment, they had made a transfer of {$11000.00} from our savings account to our checking account. At that time, we made the claim via telephone for the transfer ( Claim number : XXXX ), and they did not accept our payment claim ; because, according to them, the transaction was in Processing status and they had to wait for its final result. On XXXX, when we realized that the payment transaction had been completed, we proceeded to also make the claim for the payment of {$9600.00} ( Claim number : XXXX ). \nAt that time, we were informed that the investigation was taking approximately 45 days ; but that, however, they made a payment for the claimed amount within 10 business days ; this offers relieved us. Upon receiving no response, we called the bank again, who informed us that the claim had been rejected, because according to their investigation the payment had been made by us, according to them from our personal computer, the one we usually use to access online banking. But that is impossible, because that computer is for personal use and no one else has access to it. \nTherefore, we requested reconsideration of the claim and they informed us that we could fax any evidence in our favor ; however, at that time we did not know what evidence we could present, because we did not know what their evidence was to deny the claim. In this regard, on XXXXXXXX  and XXXX, we prepared letters explaining the situation ( one letter for each case ), with which we considered our arguments for the favorable reconsideration of the case. Among the arguments raised, we pointed out that we could not understand how personalized alert notifications were not activated, since we have them configured so that we are informed of any transaction over {$100.00}, among others. Furthermore, the amounts of both the fraudulent transfer and payment, referred to above, are quite significant and atypical ; for this reason, they should attract attention and be monitored by the bank, in order to avoid similar frauds with any client. \nBut the claim was denied again by the institution ; at that time, we reiterated that they would send us the details of the investigation. On XXXX, we received only a brief report that did not have further details ; It did not even include the information of the fraudulently paid credit card ( customer name, card number, issuing bank, among others ). \nOn XXXX, we again sent an explanatory letter rejecting the payment and the transfer indicating that the IP addresses that appeared in the report, sent by them, did not belong to the company that provides us with the Internet service ; and again, stating our arguments that the transactions were not carried out by us. To date, we have not received a response to that letter.","date_sent_to_company":"2023-12-11T21:36:56.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"77082","tags":null,"has_narrative":true,"complaint_id":"7984405","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-12-11T21:14:32.000Z","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 making or receiving payments"},"highlight":{"complaint_what_happened":["Among the arguments raised, we pointed out that we could not understand how personalized <em>alert</em> notifications were not activated, since we have them configured so that we are informed of any transaction over {$100.00}, among others. Furthermore, the amounts of both the fraudulent transfer and payment, referred to above, are quite significant and atypical ; for this reason, they should attract attention and be <em>monitored</em> by the bank, in order to avoid similar <em>frauds</em> with any client."]},"sort":[13.910275,"7984405"]},{"_index":"complaint-public-v1","_id":"7324582","_score":13.638251,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I was notified by my bank Wells Fargo that My account had some charges that came off as fraudulent. I confirmed they were not authorized and from then on Had to visit a branch to restrict/Suspend all accounts, Credit cards, and Online Banking with Wells Fargo . Assuming they were all frozen-on Saturday XX/XX/XXXX I received an email stating I had enrolled in online banking, opened a new checking account, opened a new loan and did a cash advance which was transferred to the new fraudulent account. Which was then XXXX out to an XXXX XXXX Phone Number XXXX. I quickly called the bank and told them I was told everything would be frozen. They notified me that some accounts didn't have the proper restrictions on them. From there I realized Wells Fargo was irresponsible and this was spreading like wild fire. They were also able to call in and change my KYC info over the phone just because they were able to verify my social which was compromised. I installed XXXX XXXX I have a service enabled on My XXXX XXXX Mobile App called XXXX XXXX which monitors your credit. On XX/XX/XXXX I was notified that a new credit card was applied for and my credit had been pulled. I found out that someone had gone in to an XXXX store in XXXX, CA and applied for a XXXX XXXX credit card. When I called the location, they mentioned they always check ID for a credit card application. This thief had also gone to XXXX  in XXXX, CA to open a XXXX XXXX XXXX in my name and had linked my Checking accounts with them. XXXX mentioned they had my ID same DL # Same address and info. I went ahead and installed XXXX as well as XXXX XXXX to lock and freeze my credit and also alerted the Police through a police report. They have gotten in to my Bank accounts at Wells Fargo and charged almost {$3000.00} in fraudulent charges. Everything is currently being investigated. There is a fake Copy of my ID with these thieves and they also have my SSN number. Attached you will find all the documents from Wells Fargo as well as the fraud credit cards that were open in my name. I will also attach the police report. There is a possible suspect XXXX XXXX phone number XXXX or XXXX These numbers were linked to the XXXX account they transferred funds to from my Wells Fargo Account. \n\nAttached you will find an official police report from the XXXX XXXX with all the information as well as case number. \nWith the following reports I was able to report theft and fraud on all my credit bureaus as well as the DMV where they helped me apply for A new Drivers License and put a lock on my personal information for 12 months to deter fraud. \nThis Loan at Wells Fargo is not valid and was not authorized or initiated by me. It was a part of the fraud and was opened by the fraudsters using my information that was compromised. \n\n\nAfter all this hard work and investigation and Wells Fargo even deeming me not responsible for the credit card charges as well as the debit card transactions, they are still finding me responsible for this personal loan that was applied for with my info that I had no idea of","date_sent_to_company":"2023-07-30T05:43:27.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"7324582","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-07-30T05:30:05.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["From there I <em>realized</em> Wells Fargo was irresponsible and this was spreading like wild fire. They were also able to call in and change my KYC info over the phone just because they were able to verify my social which was compromised. I installed XXXX XXXX I have a <em>service</em> enabled on My XXXX XXXX Mobile App called XXXX XXXX which <em>monitors</em> your <em>credit</em>. On XX/XX/XXXX I was notified that a new <em>credit</em> card was applied for and my <em>credit</em> had been pulled."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.638251,"7324582"]},{"_index":"complaint-public-v1","_id":"7324592","_score":13.62335,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I was notified by my bank Wells Fargo that My account had some charges that came off as fraudulent. I confirmed they were not authorized and from then on Had to visit a branch to restrict/Suspend all accounts, Credit cards, and Online Banking with Wells Fargo . Assuming they were all frozen-on Saturday XX/XX/XXXX I received an email stating I had enrolled in online banking, opened a new checking account, opened a new loan and did a cash advance which was transferred to the new fraudulent account. Which was then XXXX out to an XXXX XXXX Phone Number XXXX. I quickly called the bank and told them I was told everything would be frozen. They notified me that some accounts didn't have the proper restrictions on them. From there I realized Wells Fargo was irresponsible and this was spreading like wild fire. They were also able to call in and change my KYC info over the phone just because they were able to verify my social which was compromised. I installed XXXX XXXX I have a service enabled on My XXXX XXXX Mobile App called XXXX XXXX which monitors your credit. On XX/XX/XXXX I was notified that a new credit card was applied for and my credit had been pulled. I found out that someone had gone in to an XXXX store in XXXX, CA and applied for a XXXX XXXX credit card. When I called the location, they mentioned they always check ID for a credit card application. This thief had also gone to XXXX in XXXX, CA to open a XXXX XXXX XXXX in my name and had linked my Checking accounts with them. XXXX mentioned they had my ID same DL # Same address and info. I went ahead and installed XXXX as well as XXXX XXXX to lock and freeze my credit and also alerted the Police through a police report. They have gotten in to my Bank accounts at Wells Fargo and charged almost {$3000.00} in fraudulent charges. Everything is currently being investigated. There is a fake Copy of my ID with these thieves and they also have my SSN number. Attached you will find all the documents from Wells Fargo as well as the fraud credit cards that were open in my name. I will also attach the police report. There is a possible suspect XXXX XXXX phone number XXXX or XXXX These numbers were linked to the XXXX account they transferred funds to from my Wells Fargo Account. \n\nAttached you will find an official police report from the XXXX XXXX with all the information as well as case number. \nWith the following reports I was able to report theft and fraud on all my credit bureaus as well as the DMV where they helped me apply for A new Drivers License and put a lock on my personal information for 12 months to deter fraud. \nThis Loan at Wells Fargo is not valid and was not authorized or initiated by me. It was a part of the fraud and was opened by the fraudsters using my information that was compromised. \n\n\nAfter all this hard work and investigation and Wells Fargo even deeming me not responsible for the credit card charges as well as the debit card transactions, they are still finding me responsible for this personal loan that was applied for with my info that I had no idea of","date_sent_to_company":"2023-07-30T05:43:38.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"7324592","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-07-30T05:43:36.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["From there I <em>realized</em> Wells Fargo was irresponsible and this was spreading like wild fire. They were also able to call in and change my KYC info over the phone just because they were able to verify my social which was compromised. I installed XXXX XXXX I have a <em>service</em> enabled on My XXXX XXXX Mobile App called XXXX XXXX which <em>monitors</em> your <em>credit</em>. On XX/XX/XXXX I was notified that a new <em>credit</em> card was applied for and my <em>credit</em> had been pulled."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.62335,"7324592"]},{"_index":"complaint-public-v1","_id":"9658923","_score":13.496756,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I got a 2-factor authenticator text message with a code requesting for Massachusetts XXXX XXXX the text came in at XXXX ). I then looked at my XXXX and saw an email from Experian that a hard credit card application inquiry was made ( email came in at XXXX ). XXXX XXXX emailed me XXXX. I had issues disputing the inquiry with Experian as the proper fraud department I needed to speak with was closed, so instead I did it through my XXXX account and received a dispute letter to send to the credit bureaus. On Monday XX/XX/XXXX I contacted Experian to make sure the inquiry was properly disputed and upon pulling my credit report I discovered a phone number that wasn't mine. I then contacted XXXX XXXX to dispute the fraudulent application and had them confirm the phone number used on the application was the same fraudulent number on my credit report. I was told via Experian that placing a fraud alert on all three credit bureaus was enough to protect my identity, instead of, or in addition to, credit bureau freezes. On XX/XX/XXXX at XXXX I received an alert that Experian digital wallet was opened. I contacted Experian 's digital wallet department to close the wallet, which the representative did close and, I assumed, marked fraudulent. After I got off the phone and was on the Experian mobile app, I realized t hat my phone and email was changed to an email I did not recognize and the same phone number that was listed on my credit report 9 days before. Thankfully, I took a screenshot before I was logged out of my Experian account by the identity fraudster, password being changed, and 2-factor code being sent to fraudster phone number ( email is XXXX and phone number is XXXX ). I called Experian and spoke to multiple departments to change back my account info as I do not want this to hurt my credit score, or my SSN/personal information to continue being used. When I spoke with an Experian representative, she told me she can not 'verify ' my information via phone and that I needed to send in my personal information via direct mail to their escalation team in Texas . As a reoccurring victim of identity theft, I was extremely nervous about this, especially as my account should've been marked fraudulent. About 2 weeks later on XX/XX/XXXX, I received XXXX XXXX checkbooks in the mail assuming via the fraudster, which I then closed and disputed with XXXX XXXX and XXXX ( which the account was open from ). The representative at XXXX told my XXXX customer service agent that the application looked 'suspicious ' but then decided to accept it anyways. Which is sense why the XXXX XXXX was opened. Since then, I have not heard back from either XXXX or XXXX XXXX verify the accounts were closed and marked fraudulent - only verbal confirmation by phone and was promised a follow up. I since then opened a police report with the phone number linked to my Experian profile, had been updating my FTC report, and marched down to the social security office for answers on how to protect myself and 1 ) freeze my personal information so the fraudster can not attack me anymore 2 ) get back into my Experian account as a victim of fraud. I have been a loyal Experian member for many, MANY years. I do want access back so I can continue to dispute anything used with my personal information regarding the account, and if the fraudster opens back up another digital wallet. I since have opened a XXXX account to monitor all three credit bureaus and placed a XXXX XXXX freeze.","date_sent_to_company":"2024-07-30T15:29:47.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02125","tags":null,"has_narrative":true,"complaint_id":"9658923","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-07-30T14:40:32.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["I since have opened a XXXX account to <em>monitor</em> all three <em>credit</em> bureaus and placed a XXXX XXXX freeze."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.496756,"9658923"]},{"_index":"complaint-public-v1","_id":"9658069","_score":13.496756,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I got a 2-factor authenticator text message with a code requesting for Massachusetts MyRMV ( the text came in at XXXX ). I then looked at my XXXX and saw an email from XXXX that a hard credit card application inquiry was made ( email came in at XXXX ). XXXX XXXX emailed me XXXX. I had issues disputing the inquiry with XXXX as the proper fraud department I needed to speak with was closed, so instead I did it through my XXXX account and received a dispute letter to send to the credit bureaus. On Monday XX/XX/XXXX I contacted XXXX to make sure the inquiry was properly disputed and upon pulling my credit report I discovered a phone number that wasn't mine. I then contacted XXXX XXXX to dispute the fraudulent application and had them confirm the phone number used on the application was the same fraudulent number on my credit report. I was told via XXXX that placing a fraud alert on all three credit bureaus was enough to protect my identity, instead of, or in addition to, credit bureau freezes. On XX/XX/XXXX at XXXX I received an alert that XXXX digital wallet was opened. I contacted XXXX 's digital wallet department to close the wallet, which the representative did close and, I assumed, marked fraudulent. After I got off the phone and was on the XXXX mobile app, I realized t hat my phone and email was changed to an email I did not recognize and the same phone number that was listed on my credit report 9 days before. Thankfully, I took a screenshot before I was logged out of my XXXX account by the identity fraudster, password being changed, and 2-factor code being sent to fraudster phone number ( email is XXXX and phone number is XXXX ). I called XXXX and spoke to multiple departments to change back my account info as I do not want this to hurt my credit score, or my SSN/personal information to continue being used. When I spoke with an XXXX representative, she told me she can not 'verify ' my information via phone and that I needed to send in my personal information via direct mail to their escalation team in Texas . As a reoccurring victim of identity theft, I was extremely nervous about this, especially as my account should've been marked fraudulent. About 2 weeks later on XX/XX/XXXX, I received Morgan Stanley checkbooks in the mail assuming via the fraudster, which I then closed and disputed with Morgan Stanley and ETrade ( which the account was open from ). The representative at ETrade told my MS customer service agent that the application looked 'suspicious ' but then decided to accept it anyways. Which is sense why the MS account was opened. Since then, I have not heard back from either ETrade or MS to verify the accounts were closed and marked fraudulent - only verbal confirmation by phone and was promised a follow up. I since then opened a police report with the phone number linked to my XXXX profile, had been updating my FTC report, and marched down to the social security office for answers on how to protect myself and 1 ) freeze my personal information so the fraudster can not attack me anymore 2 ) get back into my XXXX account as a victim of fraud. I have been a loyal XXXX member for many, MANY years. I do want access back so I can continue to dispute anything used with my personal information regarding the account, and if the fraudster opens back up another digital wallet. I since have opened a XXXX account to monitor all three credit bureaus and placed a XXXX XXXX freeze.","date_sent_to_company":"2024-09-06T19:08:57.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02125","tags":null,"has_narrative":true,"complaint_id":"9658069","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MORGAN STANLEY & CO. LLC","date_received":"2024-07-30T15:29:54.000Z","state":"MA","company_public_response":null,"sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["I since have opened a XXXX account to <em>monitor</em> all three <em>credit</em> bureaus and placed a XXXX XXXX freeze."],"product":["<em>Credit</em> reporting or other personal consumer reports"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.496756,"9658069"]},{"_index":"complaint-public-v1","_id":"3162512","_score":13.053299,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Equifax refuse to put a statement in my credit file. It ignored my proofs to delete a collection I have no knowledge of since I have auto pay with XXXX to the present date of thus complaint to my understanding which neither I or my bank unauthorized it ever, XXXX has my credit card information to get paid for any ligitimate charge they think I owe XXXX and my credit card always has more than {$4000.00} available at any time from the date that auto pay was set and given XXXX Authorization to use it until now. Therefore, if XXXX, its collection and Equifax do not have any proofs to provide to prove the above information is wrong then Equifax must delete the wrong information they resisted to delete from my Equifax credit file, the collection must be deleted permanently and now. This issue took more then 30 days and new issues developed as follow : Below is my electronic communications via email with Equifax which this bureau can not deny. EQUIFAX Retaliation to keep a collection by force in my clean credit report took another extreme level of retaliatory actions from Equifax. Adding Fraud Alert without my consent. Blacklisting my personal information to restrict my online access using their Equifax public online services to dispute but Equifax in retaliation chose to not refrain to restrict me from that service or online services. Equifax did not provide me or failed to provide me and/or broke the law refusing to provide, and pursuant to the freedom of information act and/or privacy act, all the proofs if any at all which Equifax obtained from XXXX and/or XXXX collection company in order to prove my legal argument was wrong so it gave Equifax a reason to leave the collection in my Equifax credit file : my legal argument is shown clearly in one of the files. \n\nI copied and pasted this from my email records with Equifax : Dear Equifax : Stop your retaliation. I am in receipt of the Following that Equifax placed without my consent : image1.jpeg You need to left any block that might block my freedom to access my credit report or consent access to it by any means. \n\nAlso the Equifax trustedid monitoring that you canceled against my will and without my consent if not reinstated you will be held accountable for anything to impact my credit at anytime and by anyone unauthorized. \n\nThis is a legal Notice to Equifax and it will be used in a court of law at any time. \n\n\nThank you, XXXX XXXX Today XX/XX/2019. \n\nOn XX/XX/2019, at XXXX XXXX, XXXX XXXX <XXXX> wrote : I never accepted or enrolled in what just said below. \n\nEquifax will be held liable for any identity theft or any issue from the breach of my information at your Equifax servers or data centers due your negligence. \n\nEither reinstate the credit monitoring or you will be sued. \n\n\nThanks XXXX XXXX On XX/XX/2019, at XXXX XXXX, XXXX<XXXX XXXX> wrote : Dear XXXX XXXX , We appreciate the opportunity to address this matter and apologize for any confusion. \n\nOur records indicate that your account was cancelled due to your recent acceptance to extend your complimentary credit monitoring through XXXX XXXX XXXX product. If you have questions about that enrollment, an XXXX  customer care agent will be able to assist with enrollment at XXXX, 24 hours Monday - Friday, and XXXX XXXX - XXXX XXXX CT Saturday and Sunday. \n\nFor more information regarding the migration and Equifaxs partnership with XXXX, visit the FAQs page at : XXXX XXXX XXXX Thank you for contacting Equifax, XXXX XXXX XXXX \nEquifax Consumer Care Team ref : XXXX : ref On XX/XX/2019, at XXXX XXXX, XXXX XXXX <XXXX> wrote : I am rejecting the Equifaxs cancelation referenced below, this any identity theft or fraud or any unlawful breach to my sensitive information after you canceled the monitoring service Equifax assume now legal consequences if I became a victim of identify theft or unlawful use of my information that was breached from time servers or data center and under your watch. I reserve all my rights including but not limited to bring civil action in the case a future issue as described above happened with my information that you mishandled and you continue the same and between us courts, public opinion and other legitimate lawful of any kind without waiving my rights. You are now noticed and you would be exposed and reported to whom it has jurisdiction if any retaliation again more than this or any newer retaliation occurrence adding it to what you have being done against my person til now. All stated herein subject to a previous noticed to Equifax. \n\nDate XX/XX/2019 XXXX XXXX. \n\n\nOn XX/XX/2019, at XXXX XXXX, XXXX Customer Service <XXXX> wrote : Equifax Your TrustedID Premier Product Cancellation Dear XXXX, XXXX XXXX XXXX product has been cancelled. We appreciate the opportunity to have helped you monitor your credit and better protect your identity, and we hope we can serve you again in the future. \n\nWe realize you may have questions and have provided some information below : What happens if I locked my Equifax credit report through XXXX   XXXX or any other Equifax product? \n\nWhen your XXXX XXXX subscription cancels, your Equifax credit report will be unlocked. If you locked your Equifax credit report with any other Equifax product, be sure to log in and re-lock your Equifax credit report. Also, if you enroll in the Experian IDnotify product, your XXXX  XXXX will cancel and your Equifax credit report will be unlocked. \n\nIf you wish to restrict access to your Equifax credit report and you do not take action through an existing Equifax product, you can place a free security freeze or sign up for our complimentary product Lock & Alert. \n\nWhat if I have a security freeze on my Equifax credit report? \n\nIf your Equifax credit report is frozen and not locked, the security freeze will stay in place. \n\nIf you have any questions about your subscription, please contact our Customer Care Agents at XXXX, XXXX XXXX to XXXX  ET, 7 days a week, or by email XXXX. \n\nA valuable resource you can consult for information regarding identity theft is www.consumer.ftc.gov/topics/identity-theft. \n\nSincerely, Your Equifax Customer Care Team Privacy Policy Contact us at XXXX Equifax is a registered trademark and TrustedID Premier is a trademark of Equifax Inc. \n\nXX/XX/2019, Equifax Inc., XXXX, Georgia. All rights reserved. \n\nEquifax Global Consumer Solutions XXXX XXXX XXXX XXXX, GA, XXXX You On XX/XX/2019, at XXXX XXXX, XXXX <XXXX> wrote : Thank you for contacting Equifax. The reference number for this inquiry is XXXX # XXXX. \n\nWe have received your inquiry and are working diligently to process it. However, due to higher-than-normal email volume, there may be a slight delay in our response time. \n\nPlease know that we are doing everything we can to service your request and will respond to all email inquiries as quickly as possible. If you would like to add to this inquiry, simply reply to this email with your additional questions so that a new case number is not generated in the system. Please do not send a new email, as it will create a new case and further delay our response to you. \n\nWe thank you for your patience, and as always, appreciate your business. \n\nRegards, Your Customer Care Team Copy ends Here. \n\n\n\n- they damaged my credit with one collection that I proved to them that it should never existed so I have no knowledge of it. Because sprint can use auto pay that I set up and never changed it or unauthorized it so my bank neither interfered in it by proof. \n-my credit file has zero missed payment exceptional .they are ruining now with that referenced collection to harrass me and cause me imminent irreparable damages and losses in retaliation against me. \n\n- Equifax canceled in retaliation my Trustedid monitoring service. \n-Equifax blacklisted my Information unlawfuly. \n\n\n\n\n-Equifax confiscated my credit report and other information unlawfully. \n\nAll stated herein is to the current state of my belief, knowledge and understanding and subject to anything by me at any time without waiving my rights under any circumstances. \n\n\nWho can stop Equifaxs abuse and retaliation against my person?","date_sent_to_company":"2019-03-04T16:26:24.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"22041","tags":null,"has_narrative":true,"complaint_id":"3162512","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-02-25T21:25:25.000Z","state":"VA","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["EQUIFAX Retaliation to keep a collection by force in my clean <em>credit</em> report took another extreme level of retaliatory actions from Equifax. Adding <em>Fraud</em> <em>Alert</em> without my consent. Blacklisting my personal information to restrict my online access using their Equifax public online <em>services</em> to dispute but Equifax in retaliation chose to not refrain to restrict me from that <em>service</em> or online <em>services</em>."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with a <em>credit</em> reporting company's investigation into an existing problem"],"sub_product":["<em>Credit</em> reporting"]},"sort":[13.053299,"3162512"]},{"_index":"complaint-public-v1","_id":"5780281","_score":11.434481,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citibank widely promotes individuals to open banking accounts and fulfill requirements in exchange for cash bonuses. On XX/XX/XXXX, I opened such a checking account, subsequently maintaining {$50000.00} on deposit for sixty days with the expectation of receiving a {$700.00} bonus. Also on XX/XX/XXXX, I opened a Citibank savings account, subsequently maintaining a sixty-day {$10000.00} balance for which I expected to receive a {$100.00} bonus. \n\nHaving satisfied requirements of savings and checking promotions, I initiated electronic withdrawal of {$58000.00} on XX/XX/XXXX. I intended to leave {$1500.00} on deposit to keep both accounts open and free of monthly service charges. Citibank immediately blocked the transfer, froze the accounts, and deactivated my online credentials. Upon realizing Citibanks actions, I placed numerous calls to customer service. I was advised that Citibanks Fraud Department had received an alert for which it would be conducting a review. Citibank representatives ( via account services and the fraud department ) refused to provide any detail surrounding the alleged fraud alert. Furthermore, they could not explain why I was not contacted about any suspicious activity on my accounts. I continued to call Citibank over the next few days only to be promised return calls from supervisors who never called. Representatives eventually started replying to inquiries by reading a prepared statement and then abruptly ending calls. That statement advised that Citibank had unilaterally closed my accounts and severed our banking relationship. The statement provided neither any reason for the action nor any explanation for not consulting with me. \n\nI called Citibank Headquarters on XX/XX/XXXX. I eventually spoke with a representative of Citibanks Litigation Support Department who referred me to Citibanks Executive Response Unit. I e-mailed my first complaint to that unit on XX/XX/XXXX. Upon request, I submitted bank records showing the source of the {$60000.00} that was frozen across my checking and savings accounts. \n\nOn XX/XX/XXXX, an Executive Response Unit representative advised that Citibank had reversed its decision to close my accounts and access was restored to my {$60000.00}. At that same time, the representative advised that the {$700.00} bonus was credited to my checking account given my fulfillment of promotional requirements. However, the representative advised that I was ineligible for the savings account bonus, citing that concurrent promotions were disallowed. I subsequently submitted a copy of the savings account promotion to the Executive Response Unit. \n\nOn XX/XX/XXXX, an Executive Response Unit representative reversed the assertion that concurrent promotions were not allowed. My savings account was therefore credited with the {$100.00} bonus. \n\nOn XX/XX/XXXX, I requested that Citibank compensate me for the several hours I spent resolving problems not of my making. I also requested compensation for lost investment opportunities due to Citibank freezing my {$60000.00} without proper cause and notification. \n\nIt should be noted that there was no legitimate reason for suspicion, no less a fraud alert, and much less closure of my Citibank accounts. My attempted withdrawal of funds on XX/XX/XXXX was bound for the same external account used to fund the accounts. That external account had already been vetted by Citibank. \n\nOn XX/XX/XXXX, the Executive Response Unit denied my request for further compensation. In doing so, it cited, Upon review of your concerns, our Fraud Unit was engaged regarding what transpired. They advised that a review of the account was initiated and your account initially blocked on XX/XX/XXXX. The purpose of the review is to identify and prevent fraud related transactions form [ sic ] occurring on your account. The process and review, protects our customers as well as the bank from potentially fraudulent activity and financial loss. Our Fraud Unit verified the account activity and the block was removed on XX/XX/XXXX. \n\nIt is noted that Citibanks response is not reflective of what actually occurred. Citibank froze my accounts on XX/XX/XXXX, as evidenced by the blocking of my withdrawal. By XX/XX/XXXX, Citibank had already decided to close my accounts. That fact is documented in a letter mailed to me by Citibank on XX/XX/XXXX. That letter featured the following statement : Based on a recent review of your Citi Accelerate Savings account, we found that you have violated the terms of your account per the client manual. As a result, your Citi Accelerate Savings account and any other Citi accounts you have will be closed within 60 days of this communication. \n\nOn XX/XX/XXXX, I spoke with a representative of Citibanks Executive Response Unit. I asked for clarification of the terms of ( my ) account that I was accused of violating leading to closure of my accounts. In response, the representative asked whether I had read the Client Manual for Consumer Accounts. She then clarified that Citibank may close any account for any reason. I countered that such explanation was insufficient as I had been repeatedly accused ( in writing and via phone calls ) of having violated account terms. The representative was unable to provide any basis for the alleged violation. At that same time, I asked why Citibank did not contact me in the event of any concern about my accounts. The representative advised that the letter, dated XX/XX/XXXX, served as my notice. That answer was confounding as Citibank had already decided to close my accounts by its mailing. \n\nThe following is a chronology of my beliefs as to Citibanks motives : - I believe Citibank introduced a fraud alert on my accounts to introduce rationale for closing them, thereby disqualifying me from meeting the final requirement ( accounts must remain open until bonuses are posted ) to receive promotional cash bonuses. \n- I believe Citibank was not proactive in contacting me because I could have readily resolved any allegation of suspicious activity on my accounts. \n- I believe Citibank closed my accounts in attempting to not pay cash bonuses. \n- I believe Citibanks Executive Response Unit attempted to lend credibility to a contrived fraud alert by requesting external banking records substantiating original funding of my accounts.\n\n- I believe Citibanks Executive Response Unit reversed its decision to close my accounts only as a result of the hours I spent advocating on my own behalf.\n\n- I believe Citibanks Executive Response Units reversal of its decision to close my accounts reflects the impropriety of Citibanks original action.\n\n- I believe Citibanks Executive Response Unit purposely misrepresented terms of its savings promotion after acknowledging that I met requirements of its checking promotion. \n- I believe Citibanks Executive Response Unit conceded that I met requirements of the savings promotion only because I submitted indisputable proof of terms.\n\n- I believe Citibanks Executive Response Units reversal of its decision to disqualify me from the savings bonus reflects the impropriety of its previous assertion. \n- I believe Citibanks Executive Response Units XX/XX/XXXX written response purposely misrepresented facts in attempting to explain the impropriety of Citibanks actions. Furthermore, that statement contradicted information communicated in a Citibank letter dated XX/XX/XXXX. \n- I believe Citibanks Executive Response Units inability to specify how I violated terms of my accounts ( as repeatedly alleged via letter and phone calls ) reflects impropriety in Citibanks justification for closing my accounts.\n\n- I believe Citibanks Executive Response Unit resorting to the assertion that any account may be closed, for any reason, reflects the impropriety of Citibanks actions.\n\nIn conclusion, I believe that Citibanks token concessions, reversal of actions, misrepresentation of facts, scrambling for explanations, refusal to consult with accountholder, and invocation of contrived justifications all represent insincere dealings with customers such as myself. Search of the Consumer Financial Protection Bureau database indicates no lack of similar complaints filed against Citibank. I continue to monitor social media outlets that are also rife with such complaints. I am concerned that Citibank appears committed to a pattern of deceptive marketing and business practices surrounding its promotional savings/checking accounts. \n\nI am prepared with further testimony and physical evidence surrounding this complaint. For the time being, I am attaching the following documents : Citibank letter dated XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, Citibank Executive Response Unit statement dated XX/XX/XXXX, e-mail sent to Citibank Executive Response Unit on XX/XX/XXXX, and Citibank Executive Response Unit statement dated XX/XX/XXXX.","date_sent_to_company":"2022-07-18T07:09:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80027","tags":null,"has_narrative":true,"complaint_id":"5780281","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-07-18T02:50:05.000Z","state":"CO","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":["I intended to leave {$1500.00} on deposit to keep both accounts open and free of monthly <em>service</em> charges. Citibank immediately blocked the transfer, froze the accounts, and deactivated my online credentials. Upon <em>realizing</em> Citibanks actions, I placed numerous calls to customer <em>service</em>. I was advised that Citibanks <em>Fraud</em> Department had received an <em>alert</em> for which it would be conducting a review."]},"sort":[11.434481,"5780281"]},{"_index":"complaint-public-v1","_id":"15624593","_score":10.786166,"_source":{"product":"Credit card","complaint_what_happened":"My only credit card is with Fifth Third Bank. They use a credit card fraud algorithm that is the reverse of what it should be. It has never blocked actual fraudulent transactions. I have to monitor charges and flag fraudulent transactions myself. In XXXX case, when a travel agency in XXXX that I'd never done business with fraudulently charged my card thousands of dollars, the bank did not block the charge. I then reported the fraud, and asked the bank what it would do to the fraudster. The answer was : nothing. I researched the fraudsters and got all their info, then called XXXX Police. They said the bank was the entity that should ask for charges to be filed, but the banks never did that, they just wrote off the loss. I called Fifth Third repeatedly with the fraudster 's identity and address, and asked them why they don't go after the fraudsters. They said it's too much trouble. \n\nIt's in this context that the bank repeatedly blocking my VALID transactions is so troubling. For example, several years ago I was going on an international work trip. The bank told me I had to provide a written itinerary to the branch personal banker or else transactions in foreign countries would be blocked. I did so. But when I was XXXX miles from an airport in a remote, dangerous region of a third-world country, the bank blocked my transactions and left me stranded. I had to WALK all the way back to the airport. Then, because my credit card was blocked, I was not allowed to board the plane. This is only XXXX of many times Fifth Third has grossly inconvenienced me or put me at risk of injury or death. In many cases, such as I was trying to buy a new XXXX camera from XXXX, the credit card block takes so much time to resolve that I lose a time-limited discount price. \n\nIn the past month, Fifth Third blocked my in-person transaction at a grocery store I shop at all the time, leaving me without food, and the store taking a loss for items that could not be re-shelved. I had to go without food, and then had to consume gasoline to drive back to the store again when the card was finally unblocked. I contacted my local personal banker in writing about this ongoing problem and XXXX others, XXXX of which I just filed a CPFB complaint about. The personal banker tried to help, but said nobody from corporate would talk to me in writing about these issues. Here 's why : they don't want a written record. \n\nThen yesterday Fifth Third blocked me from buying a refrigerator because my existing refrigerator died. Again, this was a time-sensitive transaction. But the bank blocked it repeatedly. Worse yet, the generic procedures the bank uses in these cases are totally against the customer. For example yesterday : * For the first half hour of trying to purchase the item, I received no emails from Fifth Third about the card block. I do not have a cell phone and they know that if there is a \" fraud alert, '' they are to send an email. \n* When I finally got a fraud alert email, I immediately called the number to clear the block. Unfortunately, the bank makes this ridiculously hard. First of all, several calls were dropped or sent to the wrong department. Then, the reps insisted that I had only XXXX options to get the card unblocked. XXXX ) They send a code via text that I have to read back to the rep on the phone. I keep telling them, I have no cell phone, so no text. Send the code by email. Until I had called nearly a dozen times, they refused to send the code via email. \nXXXX ) They say they will have to hang up from the call, call me back with the code, and then I will have to call back in and repeat the code. I have tried this many times before and IT DOES NOT WORK. \nXXXX ) Finally, to add insult to injury, the reps blithely say \" too bad for you, you will have to go to a local branch to have the card unblocked. '' This is outrageous. First the bank wrongly blocks a valid transaction and disables my card. Then it refuses to unblock the block caused by its error. Then they require me to leave my work or home and go to a branch. But it does not work. I called the branch where the personal bankers are very competent and helpful, and they said they could NOT unblock the block. In past situations, before I realized how anti-customer Fifth Third is, I went to the branch, only to be told that they could not remove the block. \n\nYesterday, after losing XXXX hours on phone calls, I finally reached XXXX Fifth Third employee who had the customer-centeredness to send the code via email so I could give it to her on the phone and she unblocked my card. Only XXXX rep out of a dozen helped me. But by the time the card was unblocked so I could purchase the item, the discount had expired, so I HAD TO PAY MORE MONEY. \n\nAn ancillary problem to this one is that if you need a new plastic card due to card defect or when the card is expiring, Fifth Third automatically blocks your existing card so you have no credit card at all until you receive the replacement. \n\nFurther, Fifth Third corporate DOES NOT WANT TO HEAR FROM ITS CUSTOMERS. The bank has no online contact form, no customer service email address. The only way to reach the multi-millionaire owners of this bank with complaints is via snail mail, WHICH THEY DO NOT ANSWER.","date_sent_to_company":"2025-08-30T14:44:17.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"33770","tags":"Servicemember","has_narrative":true,"complaint_id":"15624593","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-08-30T14:07:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["My only <em>credit</em> card is with Fifth Third Bank. They use a <em>credit</em> card <em>fraud</em> algorithm that is the reverse of what it should be. It has never blocked actual fraudulent transactions. I have to <em>monitor</em> charges and flag fraudulent transactions myself. In XXXX case, when a travel agency in XXXX that I'd never done business with fraudulently charged my card thousands of dollars, the bank did not block the charge. I then reported the <em>fraud</em>, and asked the bank what it would do to the fraudster."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[10.786166,"15624593"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":36,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":36}]}},"product":{"doc_count":36,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":9,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":8},{"key":"Other personal consumer report","doc_count":1}]}},{"key":"Credit card","doc_count":6,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge 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