{"took":156,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":27,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3376966","_score":25.882381,"_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 <em>were</em> 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 <em>were</em> 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":[25.882381,"3376966"]},{"_index":"complaint-public-v1","_id":"13985183","_score":24.834385,"_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 <em>were</em> 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":[24.834385,"13985183"]},{"_index":"complaint-public-v1","_id":"2446954","_score":21.559326,"_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":[21.559326,"2446954"]},{"_index":"complaint-public-v1","_id":"3272352","_score":21.197823,"_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 <em>were</em> 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":[21.197823,"3272352"]},{"_index":"complaint-public-v1","_id":"5997665","_score":20.47983,"_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 <em>were</em> 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":[20.47983,"5997665"]},{"_index":"complaint-public-v1","_id":"2926441","_score":18.98083,"_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 <em>were</em> 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":[18.98083,"2926441"]},{"_index":"complaint-public-v1","_id":"7823391","_score":17.515667,"_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 <em>were</em> 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":[17.515667,"7823391"]},{"_index":"complaint-public-v1","_id":"3548806","_score":17.18995,"_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":[17.18995,"3548806"]},{"_index":"complaint-public-v1","_id":"13235020","_score":16.927221,"_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":[16.927221,"13235020"]},{"_index":"complaint-public-v1","_id":"13234295","_score":16.908714,"_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":[16.908714,"13234295"]},{"_index":"complaint-public-v1","_id":"7324582","_score":16.321512,"_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 <em>were</em> also able to call in and change my KYC info over the phone just because they <em>were</em> 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":[16.321512,"7324582"]},{"_index":"complaint-public-v1","_id":"7324592","_score":16.30977,"_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 <em>were</em> also able to call in and change my KYC info over the phone just because they <em>were</em> 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":[16.30977,"7324592"]},{"_index":"complaint-public-v1","_id":"7984405","_score":16.061476,"_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 <em>were</em> 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":[16.061476,"7984405"]},{"_index":"complaint-public-v1","_id":"9658923","_score":14.482214,"_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":[14.482214,"9658923"]},{"_index":"complaint-public-v1","_id":"9658069","_score":14.482214,"_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":[14.482214,"9658069"]},{"_index":"complaint-public-v1","_id":"8225624","_score":12.625089,"_source":{"product":"Checking or savings account","complaint_what_happened":"Im sending my current ongoing case with KeyBank and their Fraud Department. I am a victim of fraud where {$27000.00} was withdrawn from my accounts with KeyBank on XX/XX/XXXX. At this time, my case with Keybank is at the corporate level, but has yet to be resolved. I have now been denied three different times by the Fraud Department ; with three different reasons. I am not feeling advocated for in the correct manner. Below is the timeline and where my case with KeyBank and their Fraud Department stands. \n\nXX/XX/XXXX I was contacted at XXXXXXXX XXXX from XXXX ( XXXX ) XXXX, by a woman named XXXX, regarding possible charges to the account from purchases made on XXXX, XXXX, and XXXX. I notified the individual that I did not make these purchases. At this point, I put her on hold, to look up the number to make sure that the number was a legitimate source. The number that I was contacted by, matched what was on the KeyBank online banking contact list. Once I confirmed that the number contacting me was the same as it was listed on the website, I resumed the conversation that was taking place. At this point, she notified me that the phone service was breaking up and she would call me from her office. I received a call from XXXX ( XXXX ) XXXX to continue our conversation where I was then notified that the bank would be monitoring the account, and would further monitor and communicate if there were any further fraudulent activities. I was then notified that she would be contacting me the next day regarding the monitoring of my accounts. She also asked for the last 4 of my social security number and for my debit card information ; for verification of the account owner. She was also able to inform me on the funds available in my account. During our conversation, she informed me that she was located in Texas. During this call, I was asked for my security codes to confirm that I was the account holder. \n\nXX/XX/XXXX I was contacted at XXXXXXXX XXXX from XXXX ( XXXX ) XXXX, notifying me that there were possible fraudulent charges coming from the Florida area. These charges were made using XXXX XXXX ; which I have never used. I was then informed that my online banking had been corrupted. She notified me that everything needed to be reset with my online banking due to the fraudulent activities. At this point, the phone call was dropped between XXXX XXXX and XXXX. I received a text from XXXX ( XXXX ) XXXX, which I assumed was XXXX, and replied yes. Multiple correspondences were made between XXXX and I regarding account security issues, and during the last conversation, she was notified that myself and my partner were heading out of town for the weekend and would be unreachable due to cellular service issues. She informed me that she would continue monitoring and would contact us if there were any further issues ; to feel free to contact when there was service. \n\nAround XXXX XXXX, my partner XXXX XXXX and I headed on a XXXX XXXX in the XXXX XXXX. We were heading to XXXX XXXX, NY to XXXX XXXX  for two days, and catch the first part of opening day for XXXX XXXX. This was an escape where there was no cell service, and no people that we had to be around. Our original plans had to change due to XXXX grandmother, XXXX XXXX, passing away on XX/XX/XXXX. Her wish was for us to go on this trip, so we modified it to come home late Saturday XXXX ; being an XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX, Vermont, I moved my clients to Sunday. This allowed me to be able to attend the services on Monday. \n\n\n\nXX/XX/XXXX After our XXXXXXXX XXXX, we went for a drive to get some supplies. Once we approached XXXX, NY, we began to have service again. I received a text from XXXX ( XXXX ) XXXX asking if we were available, and I replied yes. At XXXX, I received a call from XXXX ( XXXX ) XXXX from XXXX again. She informed me that there was no further activity on the account. Due to the past fraudulent activity, she wanted me to reset my online banking. She asked for my passcode, to make sure that everything in the account was secure ; which I complied. At this point, I was notified that my account would be locked, and I would be contacted on Monday, XX/XX/XXXX, to continue resetting my online banking. I was also notified that any calls from unknown numbers should be ignored as precautionary measures to avoid further fraudulent activities. \n\nAfter this call was concluded, I received a phone call from my brother, XXXX XXXX, at XXXXXXXX XXXX, informing me that he was called regarding possible fraudulent activity on the account. I received this call due to having XXXX as an executor on my accounts. I notified him that I had been working with someone for the past week and that must be who he is calling about, unknowing XXXX was the person committing fraud. After this call we were on our way back to our XXXX XXXX and had no cell service again. Once we started driving home Saturday I didn't look at my voicemails and saw I missed a call from XXXX ( XXXX ) XXXX and didn't think anything about it due to how many telemarketers call me on a daily basis. This was KeyBanks actual fraud department, trying to contact me the day prior. \n\nXX/XX/XXXX I had no further contact during the weekend, and attended XXXX grandmothers funeral services beginning at XXXXXXXX XXXX  Monday. Once the memorial service and funeral were complete, I missed two calls at XXXX and XXXX from XXXX ( XXXX ) XXXX. I did not have my phone in hand due to a service recession being held by XXXX family. Once we got home, I saw that I had two missed calls and listened to the attached voicemails. The voicemails I received were from a Key Bank employee ( XXXX ) regarding fraud issues needing further verification and left his direct and department phone numbers. I tried contacting him regarding the ACH transactions that he was questioning, and was unable to reach him. After being unable to reach him, at XXXXXXXX XXXX, I called XXXX ( XXXX ) XXXX and was put into contact with XXXX XXXX. I was concerned about all of the fraud alerts and notifications that I was receiving and was wondering what was going on. She then notified me that someone had taken approximately {$27000.00} from my accounts. I immediately notified her that this was not me, and I reported it as fraudulent. I was further informed that I should go to the bank directly, as soon as possible, to change my accounts and online banking. \n\nXX/XX/XXXX First thing in the morning, I went straight to the XXXX location at XXXX XXXX XXXX XXXX, XXXX, NY. I met with XXXX XXXX to figure out what was going on. I informed her about what was going on, and she immediately put holds on all of my accounts. I have obtained my personal and business accounts and done all of my business with Key Bank since XXXX. I have been a sole proprietor the entire time that I have been with Key Bank and have never had any transactions of this extent. During this meeting, she viewed my personal information regarding the fraudulent activities. We contacted the Fraud Department together and put in the initial fraud claim. She then rescheduled me to update my personal security information, and new accounts on Friday XX/XX/XXXX at XXXXXXXX XXXX. \n\n\n\nXX/XX/XXXX I received a phone call from XXXX notifying me that my money had been recovered and everything was taken care of. \n\nXX/XX/XXXX I met with XXXX, and we started all new accounts and online banking accounts. All fraud submissions had been completed. The returned funds were on hold for 7-10 days before they would become available. At this point, I have payments coming out of these accounts which I have no funds in. \n\n\nXX/XX/XXXX After thinking that everything has been taken care of, I logged into my accounts and realized that the funds had been removed yet again. I immediately called XXXX to see what was going on and was notified that she had no idea. We scheduled a meeting for the morning of XX/XX/XXXX at XXXX am to sit down with her and call the fraud department to make sure that I was advocated for in the proper manner. \n\nXX/XX/XXXX In this meeting with XXXX, we went over everything again. She called her department to go through logged calls and verifications, on Key Banks side. While going through my accounts and information, she noticed that there were two logins on my accounts ; one that had never been used before. This login that she was looking at was called KBBO. KBBO is used for payroll and business purposes on the accounts ; I am a sole proprietor and have never needed, used, or signed up for this program. I have no recollection of signing up or using this program, due the point that I do not do payroll. I contacted my ex-husband, who used to work for KeyBank, and was with me when I set up my accounts, and he also had no recollection of us ever signing up for this. Upon finding this, XXXX and the person she was speaking with, submitted more documentation to the fraud department. There was also a document or letter denying my claim, but XXXX couldnt see it, and the person on the other end of the call couldnt see what XXXX had. XXXX told me they were denying my fraud case because I didn't call them back on Friday XX/XX/XXXX to verify that it was fraud. I had no cell service when they tried to contact me, and when they called me again Monday to see if it was fraud I did contact them back, and told them that I wasn't the one making the transfers. If the fraud department thought it may be fraud, why did they allow my money, {$27000.00}, to be transferred out on the XXXX without speaking to me? This is where I sent XXXX screenshots of the phone logs that I had, including the voicemail that I received from XXXX in the fraud department. Upon our departure, the XXXX XXXX was notified about what was going on and submitted an escalation to move the matter to the corporate level. \nI was notified that I should continue following up and not let this go. Doing so, I called the fraud department and ended up getting a hold of XXXX XXXX again. She directed me to send all of the information and screenshots to XXXX because all of the information available is a help. I don't understand how KeyBank recognized it was fraud, sent my money back to my account, then withdrew it again? \n\n\nXX/XX/XXXX I called the XXXX Troopers, who sent an officer to take my deposition. The officer arrived at XXXX and took a full report for further investigation. \nI submitted all of the personal information that was recommended by XXXX the night prior. I then called XXXX to notify her of the police being involved and that my father was going to be dropping off the deposition to submit to the claim as well. I also notified her that XXXX could not see any of the documentation that XXXX submitted while we were there. XXXX is advocating for me the best she can and I feel as though things are not moving in the manner that they should be. \n\n\nXX/XX/XXXX I received the letter that XXXX could not see. I was notified that they were denying my claim due to the fact that the ACH transactions were due to a KBBO account authorization. I have no recollection of ever signing up for any additional services other than obtaining my banking accounts, due to the fact that I am an XXXX XXXXXXXX ; payroll is not applicable. \n\nXX/XX/XXXX This is the update on everything as of now. KeyBank Fraud is refusing to reimburse my {$27000.00} which was stolen from me. I received a denial letter stating that due to the point that I opened an ACH account and the money came out of my business account that there was nothing they could do. Here 's the situation with this. I never opened an ACH account, I am an XXXX XXXXXXXX, I do not have payroll. The person who hacked into my account set this up to pay themselves payroll. Also, you can see on my account that this money was not in my business account until I was locked out of my account. This is where the fraud person transferred {$25000.00} from my personal savings and {$2400.00} from my personal checking into my business account, then paid themselves on XX/XX/XXXX, where I no longer had access to my accounts. Prior to this takeover of my accounts, there were barely any funds in my business account. I only use my business account for a place for my credit card deposits to go to and then I transfer it out. \nMy case with the XXXX Police department has been assigned to Investigator XXXX XXXX. She sent a subpoena to Key Bank to try to find where my money had gone at the end of XXXX. As of XX/XX/XXXX, she has still not received anything back from KeyBank. \nAfter many attempts with XXXX XXXX, the KeyBank manager, working with the fraud department, he was able to obtain the information that it was transferred to a man named XXXX XXXX, and was sent to a XXXX XXXXXXXX ; I do not know which branch or location. I was very confused for the last month because neither fraud nor the XXXX KeyBank ( XXXX XXXX ) could tell me where I paid the payroll to. If I paid someone payroll, shouldnt I have access to who, what for, and where I paid them? Nobody would release any information to me as to where my funds went. Also you can look through my business account and see I have never written more than a handful of checks throughout my time banking with KeyBank. \nXXXX KeyBank has attempted everything they can to work with fraud to retrieve my funds. They are telling me the case is black and white, that it was an online takeover and they can see I didn't make these transfers. They have no way to advocate for me further with the fraud department, due to fraud now refusing to refund me, because I gave my passcode to the person, which I believed to be working with the KeyBank fraud department. I don't understand If they thought this was a fraud situation and couldn't get ahold of me XX/XX/XXXX but then called me on XX/XX/XXXX where I told them it was fraudulent, why they didn't hold my money until speaking to me. \nThe Fraud Department keeps changing their reasonings on denial. The first reason is because I did not contact them on XX/XX/XXXX, not having phone service, which was the day that my money was withdrawn. The second reason that they gave me was because the withdrawal came from my KBBO account as an ACH transfer ; which I have never used, and never signed up for. The third reason was because I gave someone my passcode which I believed to be working for KeyBank. There is no reason why my funds should have been transferred without direct contact with me if fraud was detected. They were withdrawn that same day ( XX/XX/XXXX ) with no verbal contact. I feel as though this is negligence due to the fact that the bank is covered by FDIC insurance. I now feel like they are finding any reason so they can deny the return of my funds. Since the account takeover, I am now having fees regarding the KBBO and ACH services ; this has never happened since the creation of this account in XXXX. XXXX XXXX has seen this, and has notified me that he is trying to resolve these charges and he acknowledged the fact that there has never been any activity regarding anything to do with KBBO or ACH transactions since the creation of the account. His findings are proof that I have never used anything like KBBO or ACH. \nAlso looking at my KeyBank Business account, I have only used this account for my credit card transfers. I have never once needed to do any payroll and rarely use this account, other than for my payments from my clients. In the bank statements, you can see that there are a handful of checks written from this account since XXXX. Every week, I have moved the money from my business account to my personal savings and checking accounts monthly. \nAt this point I am in financial hardship. They took all my money, and I desperately need some help to retrieve my funds. I am very disappointed with KeyBank. After doing business with them for so long, and after speaking with other representatives and institutions, I am further disappointed in the manner that this has been taken. How was {$27000.00} taken from me, when it was thought to be fraudulent without speaking to me? I am hoping you may be able to help me retrieve my funds. I have proof of everything I'm stating and can give much more details if needed. My phone number is XXXX XXXX XXXX. Email XXXX XXXX","date_sent_to_company":"2024-01-25T23:46:32.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"129XX","tags":null,"has_narrative":true,"complaint_id":"8225624","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"KEYCORP","date_received":"2024-01-25T23:13:22.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["Multiple correspondences <em>were</em> made between XXXX and I regarding account security issues, and during the last conversation, she was notified that myself and my partner <em>were</em> heading out of town for the weekend and would be unreachable due to cellular <em>service</em> issues. She informed me that she would continue <em>monitoring</em> and would contact us if there <em>were</em> any further issues ; to feel free to contact when there was <em>service</em>."]},"sort":[12.625089,"8225624"]},{"_index":"complaint-public-v1","_id":"5780281","_score":12.34384,"_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":[12.34384,"5780281"]},{"_index":"complaint-public-v1","_id":"9701527","_score":12.022066,"_source":{"product":"Debt collection","complaint_what_happened":"I received several calls from Costco customer service number on my cell ( XXXX ). I XXXX  the number and picked it up on their XXXX attempt. An agent first verified my name to make sure they are speaking to the same person, and then wanted to find out why I was calling previously to complain about shipments that's not received. Bear in mind I do not have Costco membership ( even though my in-laws do ) and I do not shop at Costco. When I told the agent that's a mistake and that's not me, he started telling me that someone opened this Costco credit card account 5 months ago and have been making purchases. Thy did web orders online and the previous orders were delivered. However, no payments has been received and the account is now in default about to be sent to collection. I then asked him about the membership details, such as email address and address on file, and it leads to an old address of mine from 12-17 years ago. The email was also a very 20 year old email that I still use, but is full of spam mails. I told the agent about this, who spent a lot of time telling me how to protect myself, and ask me to recall where could i have leaked these information. Never once did he ask for my social security number or current address etc. So I genuinely thought that I am a victim of identity theft. When I asked more details about where these shipments went to, and where was the applicant located, he revealed that these addresses were all in a XXXX XXXX. At that point, I thought someone got a hold of my old information and opened a credit card in XXXX, so I was genuinely concerned of identity theft across borders. The agent said that there's not much he can do for me since the card was opened overseas, so he couldnt report as a fraud on US soil. He said he can first of all untie the credit card account away from the email address online, and I did shortly get a no-reply email from costco regarding a security code. This seemed believable at that time, but since I was on the phone I didnt think too closely about it. He then asked me to call the police headquarter in the XXXX XXXX, of which I XXXX  the number. He asked me for that number and I gave it to him, and then he connected me ( this was when I should be suspicious, but in the midst of the moment I didnt think of it because i dont know how to call internationally ). I spoke to the \" cop '', spent more than an hour going through the entire ordeal trying to file a XXXX police report, so that I can be off the hook for some payments that I owe on a XXXX credit card. I am not from XXXX, but I do know the language, and perhaps that's how they target guys like me. The \" cop '' then told me his name, his badge number, and asked me to XXXX him on the XXXX XXXX search engine. It did came up and everything matched. However, he was cutoff in the middle of the conversation, of which he later called back. The number that he was calling back from matched the XXXX police station number that I found on XXXX  ( XXXX ), so everthing seemed somewhat reasonable. Then we proceeded to do the online report, of which he said he will need to XXXX  me and record the incident. When he did a video call, I saw the cop who's in uniform inside an office with the precint 's station name behind him. He even looked to be the same person as the officer that I found on the XXXX XXXX search engine ( with his name, experience, position and location of the station ). He showed me his badge and ID, however, the entire video was flipped so I had trouble reading it. However, I thought that's perhaps the videocam being inverted, so I ignored it. I think overall we spent 2 hours going over what happened, the XXXX addresses of where the packages were shipped, when the credit card was opened, what items were purchased, the amount owed, my account of never leaving the US during all this time, and of course identifying myself as to who I am by showing them my driver 's license and passport being recorded on video. However, the story went crazy from this point on and that's when I realized I've been had. The cop called out to a dispatch with my driver 's license and passport number, and that dispatched radioed him back after 20 minutes of \" research '', and found that my name was associated with a local ongoing investigation of XXXX XXXX of XXXX and money laundering, with an account of my name opened under XXXX XXXX  ( a XXXX affiliated bank that has branches located here in XXXX XXXX ). All the while the cop played like he was just as confused as I am, and started to interrogate me if I am telling the truth. So it's getting unbelivable, and my head was spinning fast. I thought that I should check with costco directly to see if there's actually a credit card account opened under my social and name, and then call XXXX in XXXX XXXX to see if someone opened an account with my name and social ( I never had anything to do with that bank, ever ), and also pull credit reports to see if there's any unrecognized activities or inquiries since XXXX and or if there's any outstanding debts etc. I also thought I should file a police report locally to make sure my name wasnt stolen to be involved in any international crime ring. The \" cop '' told me not to hang up and keep the phone alive while I head to the police station to file a report, so that he can monitor if any sensitive information is released to the police which might jeopardize the safety of the XXXX  being XXXX. So at that point I am pretty sure this was a scam and I hung up and checked the credit bureau, checked XXXX, checked with Costco and turned out there's no account that's associated with me at all. Credit inquires are all legit and my scores were fine ( these days there are a lot of free credit protection softchecks from credit cards, and I always monitor them and didnt see anything suspicious ). I then proceeded to file for fraud alerts with 3 credit bureaus and filed a police report at my local police station. I cant do much about the fact that they got a video of my driver 's license and passport, except to be extra careful from this point on. With the fraud alerts, I believe any account that involves my social security number requires a phone verification by me, so that adds a layer of protection. However, I would be careful to make sure when such calls come in, they are actually who they are claiming to be and not give out any information at the first call. I would have to call them back instead to make sure I am speaking to the right organization doing such verification","date_sent_to_company":"2024-08-03T07:16:15.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"91001","tags":null,"has_narrative":true,"complaint_id":"9701527","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-08-03T05:35:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["<em>Credit</em> inquires are all legit and my scores <em>were</em> fine ( these days there are a lot of free <em>credit</em> protection softchecks from <em>credit</em> cards, and I always <em>monitor</em> them and didnt see anything suspicious ). I then proceeded to file for <em>fraud</em> <em>alerts</em> with 3 <em>credit</em> bureaus and filed a police report at my local police station. I cant do much about the fact that they got a video of my driver 's license and passport, except to be extra careful from this point on."],"sub_product":["<em>Credit</em> card debt"]},"sort":[12.022066,"9701527"]},{"_index":"complaint-public-v1","_id":"2726695","_score":11.896123,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I submitted several complaints with you regarding Equifax after the cybersecurity breach, and continue to have problems with my security freeze.\nOn XX/XX/XXXX, I called Equifax and put a security freeze on my credit report. I received a PIN, which I wrote down. I received a confirmation in the mail that contained the PIN and the envelope showed visibly Equifax Security Freeze. Anyone could have taken my mail and hacked into my account. I then learned in media reports that people were receiving time and date stamps. I realized indeed, I had received a time and date stamp. I was not asked for my credit card to pay the {$10.00}. This was before Equifax was offering to pay for it in the news media. So I was n't sure if it even went through. I also froze my credit report with XXXX and XXXX over the phone and paid {$10.00} for each, as per the cost in California.\nOn XX/XX/XXXX, I then called Equifax again, and after several tries, was able to change my PIN to a randomized secure PIN, and a woman changed this for me over the phone and verbally gave it to me to write down, which I did.\nI then received a suspicious letter a few weeks ago from Equifax, again the same envelope with \" Equifax Security Freeze '' on the outside visibly, confirming a security freeze, included my PIN in bold, and further down the letter it stated that \" The charge to place the security freeze own your Equifax credit file is {$10.00} '' further down, it stated that \" please include payment by check or major credit card for the appropriate fees. For XXXX, XXXX, XXXX or XXXX XXXX payment, please include your name as it appears on the card and the card number and expiration date. '' In fact both letters, including the letter on the XXXX, had the same exact content. It was widely reported that Equifax was not charging for the security freeze, and so the letter is highly concerning. And also asking for a form of payment.\nMost concerning, is that I just received two letters this week from Equifax, both dated XX/XX/XXXX One stated \" We have permanently received and processed your request to permanently remove the security freeze from your Equifax file. This letter confirms that the security freeze was permanently removed from your Equifax credit file. '' I did not request this.\nThe second letter stated \" We are writing to confirm that a security freeze was placed on your Equifax credit file on XX/XX/XXXX. '' In bold it states my PIN. It is different than my prior PIN. Same letter as before. Asking for payment.\nThis is highly concerning. This activity is highly suspicious, and I want to report it. I did not permanently remove, or put a new freeze on my Equifax credit file.\nI called the security freeze line, and it was only offering automated freezes, no human. I logged into the website, and it does not state that I have a freeze on my account, or even that I set up fraud alerts. The only number is for their credit monitoring products for purchase customer service.\nI do not know if this means I am a victim of identity theft. I do not know who to call to find out what has happened, who did it, and if my credit file has been compromised. These letters seem to be requesting credit card payment when none is due. I placed the first freeze XX/XX/XXXX and thenXX/XX/XXXX, when the fees were waived. I do not take any action since XX/XX/XXXX, when I received my automated PIN.\nThe telephone number they list on the letter is XXXX. The address : Equifax Security Freeze XXXX XXXX XXXX XXXX, GA XXXX Their website does not give a telephone number for the credit freeze.\nI am reporting this to you, as I want to have a legal document for future use, in the event that my identity is stolen, and in the event that years down the line, I will be a victim of identity theft.","date_sent_to_company":"2017-11-11T19:40:03.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"949XX","tags":null,"has_narrative":true,"complaint_id":"2726695","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-11-11T18:53:41.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I did not permanently remove, or put a new freeze on my Equifax <em>credit</em> file.\nI called the security freeze line, and it was only offering automated freezes, no human. I logged into the website, and it does not state that I have a freeze on my account, or even that I set up <em>fraud</em> <em>alerts</em>. The only number is for their <em>credit</em> <em>monitoring</em> products for purchase customer <em>service</em>.\nI do not know if this means I am a victim of identity theft."],"product":["<em>Credit</em> reporting, <em>credit</em> repair services, or other personal consumer reports"],"issue":["Problem with <em>fraud</em> <em>alerts</em> or security freezes"],"sub_product":["<em>Credit</em> reporting"]},"sort":[11.896123,"2726695"]},{"_index":"complaint-public-v1","_id":"5990766","_score":11.780959,"_source":{"product":"Checking or savings account","complaint_what_happened":"My Chase business checking account was compromised on XX/XX/XXXX. I have alerts set up to email or text me on all for accounts for any transactions over {$1.00}. I received an alert on the morning of XX/XX/XXXX for a large transaction. I logged in and saw the charge for {$5600.00} then immediately called my bank. While on hold I ALSO noticed XXXX more smaller charges from the same merchant/signer ( neither of which I have done business with nor are an authorized name on my account ), all for under {$1.00}, 2 days prior. I am an XXXX XXXX for the underwriting division of a major small business lender, so I am very familiar with fraud and the various tactics of these hackers. They were phishing. There were 2 small deposits ( - {$.00} and- {$.00} ) and 1 debit ( {$.00} ). The low amounts would explain why I was not alerted before the larger transaction hit my account 2 days later. They were under my {$1.00} alert limit. \nUpon calling on XX/XX/XXXX, I was transferred to the claims department where I told the claim XXXX about ALL 4 CHARGES and that NONE were authorized. She completed filing my claim and said I would be receiving a provisional credit for the transactions once the larger one cleared as it was still pending when I called. Since it was coming up on the weekend I waited until the following Tuesday to follow up. \nOn Tuesday morning XX/XX/XXXX I logged into my account and did not see any credit. So I called. I spoke with a man who I tried to understand his name but I could not and only caught the first letter XXXX or XXXX He advised me claim was closed and denied because they deemed the large transaction authorized since there were XXXX more 2 days prior from the same merchant with the same signer. Again ALL of which I included in my first call. \nThe original claims XXXX, whom I did not catch their name, failed to include the first XXXX transactions which resulted in my claim being denied and deemed authorized. \nI then explained to the 2nd claims XXXX I spoke with, that it was clearly a mistake on the 1st claims specialists part and said to even go listen to the recorded call and to please reopen the claim and include ALL the transactions. He put me on hold for approximately 10 mins to speak with his \" back office '' and see what he could do. When he returned he told me there was nothing they could do, the decision was final and I could not reopen the claim. He then said I'd have to take it up with the merchant and request a refund. \nLet me repeat : HE TOLD ME TO CONTACT THE FRAUDULENT MERCHANT AND ASK FOR A REFUND. \nI have never in all my years in the industry ever heard of bank telling a customer such a ridiculous statement. \nAfter going back and forth and getting nowhere I asked to speak with a XXXX and that is when, after holding another 20 mins, I was transferred to supervisor XXXX. She by far was the XXXX supervisor in a customer service department I have ever spoken to. I barely spoke 10 words when she immediately stopped me from and started to tell me what the claims XXXX told me, that my claim was closed and there was nothing they could do. I kept trying to explain this was not my error, this was clearly a mistake on the part of the original claims XXXX and there had to be a way to just correct it or start a new claim with all the correct information included. She continued to interrupt me and repeat the exact same words, as if I were a child or an XXXX, and she refused to listen. After 4 attempts to get her to understand the issue, I finally just shouted \" stop please you're not listening! '' but before I could finish the words she put me on hold ... for 23 mins. I realize my shout upset her but I was at my wits end with her failure to listen. So I waited. When she finally picked up, I was calm knowing I needed to remain calm and shouting would not help, but she never even gave me the opportunity to speak again and immediately said \" you have overstayed your welcome thank you for banking with chase '' and promptly hung up. \nAt this point I began sobbing. I have never felt so helpless and my bank who is supposed to help protect my assets and my accounts, basically aided, and abetted a thief and left me at a complete loss. \nI attempted to calm down and called back. In tears, I asked the customer service rep to please transfer me to a supervisor in the claims department. After another 15mins I was transferred to a supervisor named XXXX who finally took the time to listen to me, even as I kept sobbing thru my explanation of all the above. She was calm and kind and did what none of the other specialists or supervisor were willing to do. She reopened the claim and added the notation that all transactions needed to be included and SHE even noted that the name on the transactions is not an authorized user or signer on the account. She noted that they were like a XXXX verification and the name on the transactions should be a signer on my account as well. She stated that I should hear back in 4-5 days and didn't see why the claim would be declined now that ALL the information was submitted correctly, and it clearly was not someone on my business account. \nOn Wednesday XX/XX/XXXX I called in just to confirm that my claim was in fact reopened and included all the information that XXXX stated she added. The XXXX I spoke with by the name of XXXX confirmed it all and then noted that I needed to be sure and go into a bank to open a new account since this one was compromised. To which I told her i already have an appt for next week on XX/XX/XXXX since that is the soonest my bank had available to see me and walk ins would be a long wait. But I am monitoring my account and she did help me place a stop pay for the merchant in the meantime. \nThen yesterday XX/XX/XXXX I logged in to my account to see if there was any update and discovered I received ANOTHER letter identical to the first one ALSO missing the initial XXXX transactions, stating my claim was denied AGAIN! \nI am beside myself and do not know what else to do. I tweeted Chase Customer Service and they messaged me but I honestly do not expect any better service from there. \nI am a victim of theft but Chase and their claims department has failed me, my family and my business leaving us helpless yet again. I have not slept in days and am beyond stressed over how this could have happened or why my own bank is treating me like the criminal instead of helping me. \n\nOur business is a lifelong dream. We had a restaurant that was closed down after only having been open for 6 months ( and our life savings exhausted ) due to covid. We have been struggling to remain in business as best we can by doing just catering until we can afford the extreme increase in costs the pandemic has caused, so a loss of this amount is devastating to a struggling small business, especially when we are trying to survive week to week while the bills keep coming. \n\nThis is not how a customer should be treated. I chose to bank with Chase when we started our business because of its business banking reputation but THIS... THIS is beyond unacceptable. \nI am upset, disgusted and devastated all at once, that a major bank has shown this small business customer some of the worst customer service I have ever experienced. \nChase has failed me and I would like to hold them Accountable as well as help getting my claim resolved and my fund returned. \n\nI will supply all documentation I have to assist in getting my funds back. Thank you in advance.","date_sent_to_company":"2022-09-16T15:28:02.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"91784","tags":null,"has_narrative":true,"complaint_id":"5990766","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-09-16T14:06:19.000Z","state":"CA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am an XXXX XXXX for the underwriting division of a major small business lender, so I am very familiar with <em>fraud</em> and the various tactics of these hackers. They <em>were</em> phishing. There <em>were</em> 2 small deposits ( - {$.00} and- {$.00} ) and 1 debit ( {$.00} ). The low amounts would explain why I was not <em>alerted</em> before the larger transaction hit my account 2 days later. They <em>were</em> under my {$1.00} <em>alert</em> limit."]},"sort":[11.780959,"5990766"]},{"_index":"complaint-public-v1","_id":"15624593","_score":11.521488,"_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":["I do not have a cell phone and they know that if there is a \" <em>fraud</em> <em>alert</em>, '' they are to send an email. \n* When I finally got a <em>fraud</em> <em>alert</em> email, I immediately called the number to clear the block. Unfortunately, the bank makes this ridiculously hard. First of all, several calls <em>were</em> 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."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[11.521488,"15624593"]},{"_index":"complaint-public-v1","_id":"4678996","_score":11.065273,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Attn : Capital One Credit Card XXXX XXXX CEO Capital One Credit Card Leadership Capital One Fraud Leadership XXXX XXXX # XXXX Credit Card Executive Team XXXX # XXXX - Credit Card Executive Team XXXX XXXX et al, Sir, I have recently received a call from a XXXX Employee # XXXX. He called after reviewing all documentation that has proven the following : 1. We are Victims of ID Theft 2. We are Victims of Account Take Over 3. We are Victims of Fraud 4. We are Victims of ACH Payment Fraud During our conversation, XXXX stated that he reviewed all documentation ( submitted dozens of times XXXX  Capital One Losing Each time ) until I sent the documents to a Fraud Manager who then passed them along to XXXX and his team. XXXX stated that Capital One could not reopen my accounts due to ACH bounced payments that Capital One is holding me accountable for. I asked XXXX if he realized that NONE of these ACH and Phone payments in question were not mine and that I had NO connection to them whatsoever ( no knowledge of until after the fact and no connection to them at all ). He said that he realized this but since the payments were in violation of Capital Ones rules that state we performed these payments against Capital One rules, that Capital One could not reopen the accounts. \n\nWait, this gets even better!. In XXXX, I called Capital One stating that I did not want you to allow any 3rd Party Payments without my vetting and therefore approval. This did not take place in any of the payments made to Capital One. He also stated that even though I didnt know at the time that I was a victim of ID Theft ( cause ), Account Takeover ( effect of the ID theft and cause of ), Fraud, leading to phone payment and online ACH Fraud that I was being held liable. How can this be the case? It has been proven that I have had no association with any of these payments or bank and yet Capital One is calling it my fault through we are victims of 1-3 above? How is that even possible? Capital one assisted in this fraud by no alerting me of either the charges, not the payments, and I, in fact alerted Capital One. This is nonsense and goes directly against my rights as a consumer under TILA, the FCBA, the FCRA and the Credit Card Act of 2009. Finally, XXXX had no idea what the TILA. FCBA, FCRA or Credit Card Act are, yet he stated hes an Executive for Capital One Credit Card. \n\n\n\n\n\nThese cards need to be reopened, as others banks I am working with are so that my credit can be brought back to the standard I have maintained for over 30 years! I am a Victim and did nothing wrong whatsoever! There is NO valid reason that Capital One has to close my accounts. Finally, XXXX was rude, stated that there was no way I could speak to his Boss XXXX # XXXX since she has no direct extension. I also asked that she call me back and he stated she could not. This makes absolutely no sense whatsoever! \n\nPease see Electronic Funds Transfer, bank and customer responsibility. I have added the link to this regulation below. \nDefinition of an Electronic Funds Transfer https : //www.federalreserve.gov/boarddocs/supmanual/cch/efta.pdf According to the Federal Reserve , EFTA covers six types of consumer electronic fund transfers. They are : transfers through automated teller machines ( ATMs ) ; point-of-sale ( POS ) terminals ( these are the credit card readers found in most stores ) ; automated clearinghouse ( ACH ) systems ( this includes direct deposit and automatic payroll deposits ) ; telephonic payment plans in which periodic or recurring transfers are contemplated ; remote banking programs ; and remittance transfers ( think international money transfers such as those offered by XXXX XXXX or XXXX ). \n\nLiability for Unauthorized Transfer Assuming the theft or loss came from a personal account, consumers have little to fear if they regularly monitor their account and promptly report problems. I did this and notified Capital One of the bounced EFT payments! This is not my fault at all!\n\nAccording to EFTA, an access device is a card, code, or other means of access to a consumers account or a combination of these used by the consumer to initiate EFTs. Access devices include debit cards, personal identification numbers ( PINs ), telephone transfer and telephone bill payment codes, and other means to initiate an EFT to or from a consumer account. ( The term access device will become important in a minute. ) Please note that conventional checks are not considered to be access devices. Not applicable If you lose your access device ( your PIN number or debit card ) and report within 2 days of discovering the loss, your liability is generally limited to {$50.00}. I notified the bank immediately of my stolen device and also filed a police report right away!\n\nIf you report between 2 and 60 days after learning of the loss, your liability is limited to {$500.00}. The rules say that once you get a statement, the clock begins ticking whether or not you open your mail or review your statement on line. This was done within 2 days of my device being stolen but was due to a hack, not the device. I dont save my passwords on my devices, ever! \nIf you wait beyond 60 days, your liability may be unlimited. In other words, check your statements! N/A If there is a loss not involving an access device and you report within 60 days, you have no liability. I did this within 2 days and this was not directly from my stolen device, the Fraudster hacked me! Wait more than 60 days and once agai\nn your liability is unlimited. N/A The following reasons a Card Company can close an account : EFT Payments Bounce that the Customer knew were being made In the event a customer was unaware an EFT payment was being made ( ex. Identity Theft, Account Takeover, Fraud, etc. ) the customer is not to be held responsible and the Card can not be closed. I had no idea these payments were even being made due to ID Theft, Account Takeover, Fraud, follow by ACH\nPayment Fraud. This is NOT an allowed reason for closure per EFT Regulations! In fact, I tried to stop one or more of these payments prior to taking place but it had already been posted!\n\nStopped Using the Card N/A Unused credit cards aren't profitable for credit card issuers. And card issuers aren't allowed to charge a dormancy or inactivity fee to cardholders who don't use their credit cards for cus months.2 Sometimes cl\nosing a credit card is the better option for credit card issuers.\n\nThere's no standard timeframe for credit card issuers to cancel unused credit cards. To be on the safe side, use all your credit cards every three or four months to keep them open and active.3 Setting up a recurring payment, like a streaming service can be an effortless way to keep your credit card open. Just make be sure to make your payment every month. \n\nYou Stopped Making Payments N/A If you have an outstanding balance, the terms of your credit card require you to make regular minimum payments. While your credit card probably won't be cancelled after just one missed payment, a more serious delinquency can lead to a strained relationship with your credit card issuer.\n\nSome credit card issuers will suspend your charging privileges if you're 60 or 90 days past due and let you start charging again once you bring your account current. However, your credit card\nwill be charged-off and closed completely after 180 days or six months of non-payment.4 Your Credit Score Dropped N/A While creditors can't increase your interest rate because of late payments on ot\nher accounts ( unless the account is with that same credit card issuer ), they can close your account completely if you appear at risk of defaulting.5 If your credit score starts slipping because you're falling behind on your payments, your credit card issuers might start closing your credit cards.\n\nYou Rejected a Rate Increase or Other Change N/A Before a credit card issuer can make a pricing change to your credit card, like raising a fixed interest rate or annual fee, they must give you a 45-day advance notice. During that time period, you can reject the new credit card terms and choose to pay off your account under the old terms. However, many credit card issuers close your account if you decide to reject the new terms.6 A rate increase will only apply to new transactions. If you want to keep your credit card, you can pay off your old balance under the existing rate. Then, pay any new purchases in full going forward to avoid paying finance charges under the higher interest rate.\n\nThe Credit Card Issuer Is Getting Rid of the Credit Card N/A Credit card issuers continuou\nsly review their credit card portfolio and get rid of credit cards that no longer fit. In this case, your credit card issuer will likely send advance notice before closing your credit card and let you know your options. You may be able to transfer your account to another credit card with the same credit card issuer. \nThe Bank Is Closing N/A Unfortunately, some credit card issuers are forced to shut down operations when they are no longer profitable. Many credit card issuers sell their credit card accounts to a new credit card issuer. The new card issuer may close the credit card and require you to apply for a new account if you want to do business with them. \n\n\nXXXX XXXX XXXX XXXX","date_sent_to_company":"2021-08-31T19:18:54.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"77095","tags":null,"has_narrative":true,"complaint_id":"4678996","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2021-08-31T19:00:18.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Capital one assisted in this <em>fraud</em> by no <em>alerting</em> me of either the charges, not the payments, and I, in fact <em>alerted</em> Capital One. This is nonsense and goes directly against my rights as a consumer under TILA, the FCBA, the FCRA and the <em>Credit</em> Card Act of 2009. Finally, XXXX had no idea what the TILA. FCBA, FCRA or <em>Credit</em> Card Act are, yet he stated hes an Executive for Capital One <em>Credit</em> Card."],"product":["<em>Credit</em> card or prepaid card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[11.065273,"4678996"]},{"_index":"complaint-public-v1","_id":"5196651","_score":11.028361,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX a con artist named XXXX XXXX cashed my official check # XXXX in the amount of {$1000.00} paying to the order of a senior apartment XXXX XXXX XXXX. This check was issued by and mailed directly from the XXXX XXXX XXXX XXXX XXXX  to XXXXXXXX XXXX XXXX through the Bill Pay bank service to pay the senior apartment monthly rent. Unfortunately, the check was stolen and an altered payee name of XXXX XXXX was added by hand writing above the valid payee name of XXXX XXXX XXXX but I didnt make, authorize or ratify the alteration. To my surprise, the con artist successfully cashed the altered check from a branch of Bank of America ( BoA ) located in XXXX XXXX, California, which is far away from XXXX XXXX XXXX I can not believe that the working staff of BoA ignored the forgery and did not alert the bank, but cashed the forged check for the thief! \n\nMy actions after the forgery happened : I immediately reported the forgery case to the XXXX XXXX XXXX XXXX XXXX  that I opened my checking account with after the alert call from XXXX XXXX XXXX on XX/XX/XXXX notifying me that the monthly rent was not received. Meanwhile, on XX/XX/XXXX I signed all the documents required by XXXX XXXX to negotiate with BoA for forgery refund. \n\nThe {$1000.00} of the forged check # XXXX was credited back to my checking account on XX/XX/XXXX, but was withdrawn away from my checking account on XX/XX/XXXX. The XXXX XXXX XXXX XXXX XXXX  explained as follows. The {$1000.00} was first credited back to my checking account in advance from XXXX XXXX. Then BoA considered that I did not notify the bank about the forgery on time, and denied the liability to repay the {$1000.00} back to XXXX XXXX. XXXX XXXX  decided to withdraw the credit. \n\nThen the XXXX XXXX XXXX XXXX XXXX  notified me that XXXX XXXX  could not help me anymore to negotiate with BoA and I had to undertake the loss myself. To prepare for the negotiation with BoA myself, I kindly but insistently requested the written communications between XXXX XXXX  and BoA from the XXXX XXXX and the Research Department of XXXX XXXX. They first told me that they did not write any communication documents to BoA, and later said that the written communications were commercially confidential and could not be released to a customer. \n\nFinally on XX/XX/XXXX I obtained a copy of an Immediate Payment Due notification issued from the Returns and Exceptions Department of BoA to the Research Department of XXXX XXXX  with the Banks Claim of Late Return form from the XXXX XXXX XXXX attached. In that document BoA clearly requested XXXX XXXX  to pay {$1000.00} back to BoA for the reason that XXXX XXXX  failed to meet the UCC Midnight Deadline, Reg CC the Duty of Expeditious Return and Reg CC Notice Requirement. The Banks Claim of Late Return form also showed out the name of the working staff of BoA who caused my loss with her negligence. \n\nI called the Research Department of XXXX XXXX  on XX/XX/XXXX regarding the denial of BoA to repay my loss due to the negligence of their working staff. To my understanding, the UCC Midnight Deadline, Reg CC the Duty of Expeditious Return and Reg CC Notice Requirement in the Immediate Payment Due notification from BoA to XXXX XXXX  are the law codes between banks, rather than between banks and customers. However, XXXX XXXX  tried to use those law codes to mislead and convince me that I notified the bank about the forgery late and had to take the full responsibility for the loss. This is unfair to me as a customer, who had to undertake the inappropriate negotiated result between XXXX XXXX  and BoA. \n\nWhile XXXX XXXX  kept complaining that it was my fault for not finding and reporting the forgery earlier to the bank, I realized that XXXX XXXX  was also responsible for my loss. As the manager of my bank account, XXXX XXXX  is in the best position to oversee my financial transactions daily and has the best opportunity to catch and stop the fraud. The working staff at the XXXX XXXX XXXX XXXX XXXX  should have carefully inspected the checks received from BoA and easily found the very obvious altered payee name on the forged check, and taken action to alert BoA to stop processing the forged check on time before the Midnight deadline required by BoA, but they failed to perform their duties. On the other hand, BoA also had the best opportunity to stop the forgery and alerted XXXX XXXX. The working staff of BoA should also be more serious and careful to inspect the altered check before cashing the check for the thief, since the altered payee name was an obvious alteration. Unfortunately they failed to perform their duties either. \n\nAll of the above shows that both XXXX XXXX  and BoA shirked their responsibilities to use care in scrutinizing checks paid in order to detect forgeries. However, both banks are using the excuse of finding the forgery too late for not repaying my loss. The Research department of XXXX XXXX  told me that BoA denied the liability to repay the loss to XXXX XXXX for late reporting, and therefore XXXX XXXX was not obligated to pay me back either. \n\nAccording to XXXX XXXX XXXX, page XXXX, section XXXX : A bank is under an obligation to its depositor to use care in scrutinizing checks paid in order to detect forgeries, and to render its accounts to prevent the perpetration of frauds upon its depositor. Therefore, if a bank, in the exercise of proper care, could have discovered the alteration or forgery of a customers checks, it can not throw the loss caused by paying them upon the depositor merely because he failed to examine his account. Or, stating the rule in terms of negligence, a bank which is guilty of negligence in failing to discover an alteration or forgery can not avoid liability on the ground that the depositor was negligent in failing to examine his balanced passbook, statement of account, or returned checks. ( XXXXXXXX XXXX XXXXXXXX  XXXX XXXX, XXXX ; XXXX XXXX BoA, XXXX ; XXXX XXXX XXXX XXXX  XXXX, etc., XXXX XXXX XXXX, XXXX ; XXXX XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX XXXX [ XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. XXXX ]. ) Just as mentioned above, I am very shocked that BoA did not recognize the serious mistake their working staff made to cash the altered check for the thief without carefully scrutinizing the check. Meanwhile, XXXX XXXX  tried to conceal their negligence for not scrutinizing the receipt of the check sent back from BoA to detect the forgery. If both BoA and XXXX XXXX  did carefully scrutinize the altered check, either of them could have stopped the fraud and saved my loss. \n\nOpposite to the claims of BoA and XXXX XXXX  that the loss is caused by my failure to notify them early once the forged check was cashed, XXXX XXXX XXXX  page XXXX, section XXXX clearly states that it is the banks responsibility to scrutinize checks to detect forgeries on its depositors account. BoA and XXXX XXXX  not only failed to perform their duties, but also tried to conceal their negligence and liability. In fact, they did not appear to have any fraud monitoring measures in place at all. Therefore, the burden of the loss should be borne completely by BoA and XXXX XXXX  due to their negligence.","date_sent_to_company":"2022-02-08T06:05:47.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"91770","tags":null,"has_narrative":true,"complaint_id":"5196651","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-02-08T00:35:33.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["In fact, they did not appear to have any <em>fraud</em> <em>monitoring</em> measures in place at all. Therefore, the burden of the loss should be borne completely by BoA and XXXX XXXX  due to their negligence."],"product":["Money transfer, virtual currency, or money <em>service</em>"],"issue":["<em>Fraud</em> or scam"]},"sort":[11.028361,"5196651"]},{"_index":"complaint-public-v1","_id":"3149370","_score":9.99573,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is regarding a fraudulent charge on my American Express. And although I have supplied AMEX with documented proof that the merchant is a fraud - including a suit filed by the Attorney General of Indiana / and a copy of a news article done on the same company exposing them as frauds for the exact same issue I am having .. AMEX has chosen to side with the fraud/crook and to ignore my pleas for help - not withstanding documented proof that their merchant of a thief - and are forcing me to pay. This a HUGE unfair practice to all that I have talked to. \n\nI was contacted on XX/XX/2018 - by XXXX XXXX XXXX XXXX. As it turns out - this one of the many names this crook has used. He is the stereotype - gets caught under one name and opens another and continues. XXXX  contacted me by phone soliciting ( I am a XXXX XXXX XXXX ) - for me to be a sponsor of my local girls basketball team for the upcoming season - which was to include my photo/ad being displayed on a 4*6ft banner at the gym - as well as my photo/ad being displayed on each team shirt during actual pay. Their presentation seemed legitimate - and as I am long standing citizen in my local area - it seemed like a great idea to help with our local team and to get exposure within my community. The charge for their solicited service was {$1000.00} - which I paid with my AMEX card. The season was to begin just after the new year ( which I now have found out is part of the scam ) - so I paid my money and awaited the season to start. I did submit - at XXXX 's request - sample artwork for the banners and T-Shirt. And a month or 2 later I received 1 T-Shirt with the basic look of what I was to receive ( which I now know is also part of the scam ) Fast forward to XX/XX/XXXX. I had put in calendar to begin looking forward to the girl 's basketball season. I contacted our girl 's coach to ask if he had seen any of the new informs or banners as I was excited to see the final results. He IMMEDIATELY advised that he knew of the company that had contacted me / BOOST - and they are known in the industry to be con-artists and that the team / school had NO affiliation of agreement with Boost whatsoever. I couldn't believe it. I immediately contacted Boost by phone and email - ALL of which was ignored or unanswered. I have never received any follow up from them since this. \n\nI did some quick homework - and found out that Boost has operated under NUMEROUS company names over the past few years. They were a subject of a XXXX XXXX news item ( copy of that supplied to AMEX ) regarding their well known fraudulent activity. Boost / et al / and it's owner XXXX XXXX have now been formally sued by the Indiana State Attorney General for the EXACT issue I am having. Apparently AMEX / Visa & Mastercard have been notified that this particular merchant has been identified as a fraud - but apparently best I can find - is that only Visa & Mastercard have terminated / frozen the Boost et al group as fraud - and terminated all of their merchant accounts. - and AMEX has chosen to allow them to continue fraudulently abusing their customers. \n\nOn XX/XX/XXXX / XX/XX/XXXX I also contacted AMEX - and notified them of the issue and of all of the information I had found - I uploaded TO AMEX!!! at their request thru their dispute portal - copies of all the suits as well the actual link to the news item expose done on XXXX et al. The lady I spoke with said that they would handle it and once they received my information it would be reviewed to verify fraud - and they would also contact the merchant. AMEX advised me not to worry and I noticed an instant credit on my account. I \" assumed '' ( and we all know what the means ) that AMEX had done the right thing / applied common sense / realized it was documented fraud - as I alerted them to the various state agencies in pursuit of this same company and the matter was closed. \n\nWell - Last month I received my statement - I noticed AMEX had reversed my credit and was now charging me for this transaction - in spite of the glaringly apparent documented proof that their merchant is a crook. AMEX 's reason to me was QUOTE - \" we contacted the merchant and he didn't answer '' UNQUOTE - that's it. How odd that crook didn't return their calls and give my {$1000.00} back. I asked them what in the actual **** that meant. The few people I could get to talk to me in any detail would say nothing other than .. and finally after my anger level growing the last rep I talked ( who said he would have a supervisor call me in within 72 hours - and WHO NEVER DID ) told me the wrinkle - and how this is how the thief / Boost operates. He told me QUOTE - \" since the charge went 2 billing cycles with out dispute - I am libel for the charge - even though all parties are fully aware it's fraud '' UNQUOTE. I couldn't believe it - AMEX basically told me yes they know it's a fraudualent charge but 60 days protectes THEM AND NOT ME - I AM THE CUSTOMER!!!! \n\nAnd there in lies the gray area in which XXXX  operates. They solicit for advertising 180ish days before various school sporting seasons start - knowing that no one will be looking for final product as they are several months away. 2 billing cycles will pass - and the card holders eats the charge. Again - Visa / Mastercard have managed to deal with this vendor - but AMEX has chosen to leave their customers exposed. \n\nMy problem with AMEX is - and what I now understand is the gray area in which this crook operates - is that clearly just dont care. AMEX offers  no true protection against fraud - but also makes no attempt that I can see to monitor situations like this. AMEX has a merchant operating today - where I have given them proof - including litigation by the highest state agencies - and yet they are still forcing me to eat a charge that is EASILY verifiable as proof","date_sent_to_company":"2019-02-11T20:04:41.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"70448","tags":null,"has_narrative":true,"complaint_id":"3149370","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-02-11T18:58:46.000Z","state":"LA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I \" assumed '' ( and we all know what the means ) that AMEX had done the right thing / applied common sense / <em>realized</em> it was documented <em>fraud</em> - as I <em>alerted</em> them to the various state agencies in pursuit of this same company and the matter was closed. \n\nWell - Last month I received my statement - I noticed AMEX had reversed my <em>credit</em> and was now charging me for this transaction - in spite of the glaringly apparent documented proof that their merchant is a crook."],"product":["<em>Credit</em> card or prepaid card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[9.99573,"3149370"]},{"_index":"complaint-public-v1","_id":"16860747","_score":8.298747,"_source":{"product":"Credit card","complaint_what_happened":"I opened a silver-one capital one credit card in XXXX XXXX I already had an online bank but I chose capital one to build my credit. I was paid WEEKLY on my job therefore I was able to pay off my credit card WEEKLY. Usually I got paid Fridays so I would IMMEDIATELY make a payment to capitol one the same day. I noticed that even though my capitol one account says it drafted my money, my other count looked unaffected. Confused ( so assumed since capitol one reflected they had the money, capitol one was made whole ) so I just went along with it. But then I got an nsf notice. Once I realized this penalty, I resubmitted the payment following the notice and AGAIN the error occurred ( because the first nsf made ach transfer take longer which I didnt know would happen. Now instead of just waiting 24 hours during the middle of the business week, which I did thinking this second submission was successful, more bills got paid from the same account when in fact now it would take capitol one 72 hours to draft the 2nd ach ) so then I was marked with 2 nsf for the same error that I was not intending to make. The timing of the banking system did not match the speed of me trying to QUICKLY pay off my credit card balances to be RESPONSIBLE with my credit. I was VERY DETERMINED but it clearly backfired. So I decided a NEW STRATEGY. When I get paid on Fridays, put the ach amount in a seperate account then monitor the account on Monday and wait until Tuesday night to initiate transfer so that Wednesday the transfer would be successful from my checking account to ENSURE the EXACT amount available was unable to be withdrawn by any other institution ( since next business day or even 2 business days out was no longer the ach schedule ). The third nsf came when capital started the ach process on MONDAY XXXX am, before business hours and my ability to transfer the amount back in time. Since XXXX transfers stopped occurring the next business day and it was happening 72 hours later ON A BUSINESS DAY ( payment Monday, taken Thursday ) I assumed they would take it that Wednesday. I didnt want to transfer the money too early to avoid any possible merchants or fraud taking the money from my account. But now ach went back to drafting within 24 hours of business days. No more delays, back to normal on my 3rd strike. \n\nIMMEDIATELY I woke up to the failed transfer at XXXX XXXX ( notification XXXX XXXX ) and called capitol one to see if they could take my payment over the phone at XXXXXXXX XXXX. They said because the ach process takes 3 days, they cant interrupt the process to take the funds directly even though it had only been MINUTES. And I called promptly at XXXX XXXX on purpose to show due diligence and that I am serious about paying my bills, I want to make my card whole, and it was a genuine error ( the first nsfs altered how soon ach was drafted. So now instead of next day or even next business day, it was delaying drafts at varying times which the bank didnt warn me and I had to figure out the hard way. So instead of draft starting on friday and being taken by monday, draft could start on friday but be taken wednesday or thursday. That discrepency in an age where most payments are made immediately and digitally, moving my money to another account until normal business hours seemed like a very smart idea. I honestly didnt think they would take the money until a wednesday or thursday like the previous transaction before that occurred. Its like it went back to the original schedule after 2 times not being on that schedule. ACH is what has the unusual and atypical rhythms that cause customer confusion ) That same Monday morning I rushed to withdraw the money out of my original account, and pay capital one in CASH by creating a debit card account ( which was soley made as temporary resolution to this particular day ), uploaded the dollar and cents EXACT AMOUNT and see if they could force take the payment that way. By XXXX XXXX that same Monday, capitol one still would not accept my 2nd immediate attempt to work around this digital confusion. After that failed ach returned back 3 days later they cancelled my card for those 3 nsfs. By this time it is XXXX. \n\nI only had the card for 2 months therefore I also could not open any new cards with any new card service company because it was so recent. I asked if capitol one can consider reopening my card since theyve been made whole, all my nsf came not from a true lack of funds nor reckless or un-integral practices but rather the varying process times and that my attempts to correct the issue shows that this is not intentional or something other than client-to-digital service provider chaos. They said they would reconsider but sent me a letter XXXX XXXX XXXX saying that my account will remain closed because of fraud alert at time of my request? That is very confusing. There was no fraud at least from me ( and I can verify all of my financial statements and sources ) but even more confusing is at time of request. At time of request ( assuming to reopen the account ) the account was CLOSED. How can any activity occur on a CLOSED ACCOUNT except to receive any balances owed, in which they were paid up by technically the same day the 3rd nsf occurred because I direct deposited payment from XXXX. Checking to XXXX. Credit card although it didnt suffice to void out the XXXXXXXX XXXX failed transfer attempt penalty/marks. \n\nMy credit score went from good to poor simply because of closed account on my record in which I have XXXX BALANCE with capitol one and am waiting on a return check from capitol one. I was NEVER LATE on payments because I paid balances WEEKLY. I was proud to be responsible and building my credit. I was in the XXXX on my credit score but since a closed account in which I owe NO DEBT I was dropped down into poor credit when I started with good credit. \n\nSo I called the company and asked since the reason stated on the letter was FALSE if there was a chance to reopen the account. The feedback from the agent was contrary to what was written on company letter head. I asked to speak to a manager because there is no way you guys obligate to be made whole, were made whole without having to request it of me, but then have my credit score SIGNIFICANTLY negatively impacted. I was not made whole or left in the same condition we started, as you were left in the same condition as we started. \n\nThe fraud department hung up on me, as he verbally stated he was hanging up on me, as I requested to speak to higher management about this issue being unethical and severely damaging to one party as the other party has been made whole.\n\nAt this point, I want my credit score, including the one I had been level reflected at my highest level with capitol one re-established and I am looking for compensation for the loss of my credit options due to the 6 month wait-out time which then also leads to a delay from me making further necessary purchases that rely on my credit. I can not apply for any new credit cards right now and because my credit score has dropped to poor I can not continue to make vital purchases contingent on my score that otherwise would have been favorable with my original good credit score. To catch up on what I could have done even if capitol one extended a one-time reopen, considering this was not an ethics issue on my end yet now capitol one is facing ethics issues, I am also seeking direct monetary damages to be paid. \n\nThe reason my account closed on my capitol one letter XX/XX/scrub>XXXX XXXX XXXX is NOT THE SAME REASON communicated to me over the phone. \n\nFraud is any illegal activity involving deceit or false pretenses to illegally obtain money, assets, or property from a financial institution or its customers. Nsf just means I was short at the time of ach transfer ( in which my short was literally more about digital timelines being crossed than literally not having any money ) My NORMAL ACTIVITY shows how FREQUENTLY I paid BEFORE due dates, with all 4 weeks of each month active shows I always paid FULL BALANCE OFF especially before due dates. Never the minimum, never late. Even if I had an nsf, I had WEEKS before any payment was actually due. To simply say thats how the system works when it ALTERNATES even after you understand the most basic, functional purposes, trying to work with the system but no consideration of natural human trends especial to the user is just condemnation. I was literally a good client, favorable client, with some snags on errors that I tried to correct PROMPTLY to show and maintain my good faith, name, and reputation as a serious, diligent, ahead-of-time, above-minimum/full balance payer of my credit card. My source of payment was/is legal and verifiable. There was ZERO criminal activity or intent on my end.\n\nThey said the there was an investigator yet no investigator included my experience of other unique probabilities that would not be seen from only the company side. \n\nWith all of this miscommunication, non-communication and even inaccurate communication, I am seeking compensation as aforementioned. This is an unfair and bias banking process especially for a bank that has no physical locations where human interaction or even physical ability to make payments is possible. I was already satisfied with my original checking bank. I did not want to open a checking account with capital one, yet I ended up opening one to try to quickly salvage a missed shot and you guys were still not satisfied yet were made completely whole and I was left in multiple deficits which impacts are exponential. XXXX to XXXX is 4 months 4 months of weekly, above minimum payments would look AWESOME right now for me. But instead I got RUINED beyond where I started. I wasnt left whole after I did my part to in the dissolution to make capitol one whole. That is not a light thing to just say its the way the system is while capitol one is expanding business and now me, as an average person, cant even lease a new apartment or credit-required practical need, based on this horrible new score and no way for me to rebuild it on my own within reasonable terms and consideration I would haven been eligible for.","date_sent_to_company":"2025-10-28T23:43:29.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"30038","tags":null,"has_narrative":true,"complaint_id":"16860747","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-10-28T23:02:50.000Z","state":"GA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["They said they would reconsider but sent me a letter XXXX XXXX XXXX saying that my account will remain closed because of <em>fraud</em> <em>alert</em> at time of my request? That is very confusing. There was no <em>fraud</em> at least from me ( and I can verify all of my financial statements and sources ) but even more confusing is at time of request. At time of request ( assuming to reopen the account ) the account was CLOSED."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[8.298747,"16860747"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":27,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":27}]}},"product":{"doc_count":27,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":4},{"key":"Store credit card","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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