{"took":136,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":304,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5884816","_score":22.786978,"_source":{"product":"Checking or savings account","complaint_what_happened":"My complaint is about Truist bank. On XX/XX/XXXX I learned that Truist bank closed my account due to fraud that I didn't cause. My visa debit card was stolen and I needed a new card. The person who stole my credit card information also tried to deposit a {$4000.00} check. At the time I had over {$1700.00} in the bank account. I was told but the fraud department that closed my account that they wanted me to go into a bank branch to get my {$1700.00} from the bank. Unfortunately, the account was opened online and there are no bank branches in the state of California where I live. I even checked to see if there was a branch in Nevada, and there is not. At that time I requested a check be sent to my home instead as I was unable to find a branch anywhere near me and again the account was opened online. I was told the request for a check would be passed on to a supervisor and they would call me back to confirm. I never received a callback or a check. On XX/XX/XXXX I again called the fraud department to request a check and I was told it was impossible to send a check because the fraud department does not send checks. They again told me I had to go into a branch, even though I told them there wasn't a branch anywhere near me and the account had been opened online. They told me there was nothing they could do. I then called a branch in XXXX, Georgia as Truist could not tell me the closest bank to my house. They told me to search online where you can only search by zip code or city and state. I tried multiple cities in nearby states and there was no branch available. I then started calling major cities and found a branch in XXXX, Georgia. When I called the branch to see if they could cut a check I was told the request was impossible as I had to be in person to be validated and receive my money. I then called the trust hotline to see how this could be resolved and was told again I had to go into a branch. This is impossible for me to do. It is no way possible for me to go to a branch. Truist bank won't return my money from the account they closed. They had no problem taking my money but now they won't return it.","date_sent_to_company":"2022-08-16T15:23:35.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"95628","tags":null,"has_narrative":true,"complaint_id":"5884816","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-08-16T15:06:27.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["At that time I requested a <em>check</em> be sent to my home instead as I was unable to find a branch anywhere near me and again the account was opened online. I was <em>told</em> the request for a <em>check</em> would be passed on to a supervisor and they would call me back to confirm. I never received a callback or a <em>check</em>. On XX/XX/XXXX I again called the <em>fraud</em> <em>department</em> to request a <em>check</em> and I was <em>told</em> it was <em>impossible</em> to send a <em>check</em> because the <em>fraud</em> <em>department</em> does not send <em>checks</em>."]},"sort":[22.786978,"5884816"]},{"_index":"complaint-public-v1","_id":"3237569","_score":20.944088,"_source":{"product":"Checking or savings account","complaint_what_happened":"My card was stolen and there was a fraud check cashed on my account along with some unauthorized purchases. After seeing this I immediately called chase claim department and informed them of the situation. Chase froze my account and told me to open up a new one while they came to a solution. A week later chase reversed my claim saying I benefited from the purchases or fraud check. I tried to explain to chase that it would be impossible for me to make a atm transaction in XXXX XXXX while I attend school in XXXX Texas with no means of transportation. Now my total balance is XXXX + dollars money I have never had all at once. It will be impossible for me to pay this back along side the banks normal fees. Please help me in any way possible.","date_sent_to_company":"2019-05-09T20:39:12.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"76401","tags":null,"has_narrative":true,"complaint_id":"3237569","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-05-09T20:26:26.000Z","state":"TX","company_public_response":null,"sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["My card was stolen and there was a <em>fraud</em> <em>check</em> cashed on my account along with some unauthorized purchases. After seeing this I immediately called chase claim <em>department</em> and informed them of the situation. Chase froze my account and <em>told</em> me to open up a new one while they came to a solution. A week later chase reversed my claim saying I benefited from the purchases or <em>fraud</em> <em>check</em>."]},"sort":[20.944088,"3237569"]},{"_index":"complaint-public-v1","_id":"12340516","_score":20.552738,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I received an email that my checking account was to be closed due to a check that I deposited suspected to be altered. The check got flagged and they did not make an effort to verify the check from the sender. On XX/XX/year> I made a call to the fraud department to see what I needed to do to resolve this issue. The representative told me that the person who wrote the check needed to call them to verify the check and provided me with a case number. I provided the call back and case number to the person who wrote the check, they called and the representative told them they couldnt provide them with information. On XX/XX/year> I again reached out to the fraud department to get an update. They said they hadnt received a call and provided me with the call back and case number once more. I again provided this information to the person who wrote the check. They called the department and were told the same thing. On XX/XX/year> I reached out to get an update and they tell me the same thing, that they hadnt received a call. They provide me with the call back number and case number. I give this information to the person who wrote me the check and the representative now tells them that we need to have a 3 way call to be able to verify the check and resolve the issue. I call the fraud department to let them know that the person who wrote the check already called and tried to verify the check. They told me that had no record of a call and to have them call back. I had to ask them multiple times if they could make the call. They finally called and were able to verify the check but they told me they will still be moving on with the closure of my account due to other reasons. The email solely listed that it was due to be closed because on an altered check. They made it almost impossible to resolve this issue. There was a lot of back and forth which was very inconvenient. I believe that the closure of my account was unethical. Wells Fargo does not value customer retention. I would understand the account closure if I was banking with the for a short period of time but Ive been banking with them for well over a decade.","date_sent_to_company":"2025-03-06T00:19:49.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"91767","tags":null,"has_narrative":true,"complaint_id":"12340516","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-03-05T23:31:06.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I provided the call back and case number to the person who wrote the <em>check</em>, they called and the representative <em>told</em> them they couldnt provide them with information. On XX/XX/year> I again reached out to the <em>fraud</em> <em>department</em> to get an update. They said they hadnt received a call and provided me with the call back and case number once more. I again provided this information to the person who wrote the <em>check</em>. They called the <em>department</em> and were <em>told</em> the same thing."]},"sort":[20.552738,"12340516"]},{"_index":"complaint-public-v1","_id":"21762605","_score":20.541115,"_source":{"product":"Credit card","complaint_what_happened":"I've filed XXXX complaints with Capital One regarding their fraud department security requirements, as well as the process that this department is required to follow. My initial written complaint was filed on XX/XX/year> against the Fraud Department about the restriction that was placed on my XXXX credit card account ( case # XXXX ). To my dismay the complaint was forwarded to the very department that I complained about and again, the explanation given for their actions was the reference regarding their policy requiring proof of payment method by submitting a bank statement for the checking account used to make the payment, which was given to me by the title company involved in the refinance of my home. Therefore, I changed the focus of my complaint to address the policy that requires a customer to produce bank records for an account that doesnt belong to them, which is literally impossible on XX/XX/year>. Although, in my opinion it would be sensible to deem that someone within that department would have the authority to review cases based on the individual circumstances and not apply this policy broadly without any flexibility. \n\nDue to the refinance of my home in XX/XX/year> the title company required that XXXX payoff some of my credit card debt and sent checks to pay off those accounts. I contacted Capital One to ensure that it was okay to make the transaction electronically because that is how I make my payments or to mail the check in so that it could be processed manually. I was told that since I had all of the information on the paper check that it would be acceptable to pay it electronically. \n\nI made the payment on or around XX/XX/year> and a short time later a restriction was placed on the account. I was told that they needed a name of the owner for the account. I promptly contacted the title company that was handling my refinance and they told me that the company owned the bank account that the check was written on and there was no specific person. He was added to the call with their fraud department and explained the situation to them. He had his account XXXX from the bank that the check was written on, XXXX XXXX, write a letter stating that this was the title companys account. He also sent me a list of transactions for the last XXXX  days, so that I could submit that as well. I was told that these documents were not acceptable because they needed bank statements associated with the account. \n\nDuring my last conversation with the fraud department in response to my initial complaint in XX/XX/year>, I was told that the payment had been received and processed, so there is evidently no indication of fraud. However, I was told that the requirement for the bank statement from the title company was still needed to remove the restriction from my account. I find it hard to believe that any company would have a policy in place expecting a customer to complete an impossible task. And by the way, I havent had any problems with the payments from the title company with any of my other creditors and the title company has informed me that they have had customers with Capital One accounts that were paid off in the same manner with no problems. This makes me think that there may be some underlying reason for these actions. Ive been a customer in good standing for a long time and its kind of personal to me that Im being treated like a criminal, especially since this transaction was to pay off the account! I just dont want any other customers to be treated this way. Additionally, I would like a reasonable written explanation to satisfy my concerns. \n\nFinally, I received a letter from the dated XX/XX/year> that my account had been closed, even though I haven't received any response to my second complaint regarding the process. The explanation for closing the account was that I didn't provide the information that they requested, a bank statement from the title company, which is impossible to obtain.","date_sent_to_company":"2026-04-30T19:56:02.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"604XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"21762605","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-04-30T19:24:34.000Z","state":"IL","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I was <em>told</em> that they needed a name of the owner for the account. I promptly contacted the title company that was handling my refinance and they <em>told</em> me that the company owned the bank account that the <em>check</em> was written on and there was no specific person. He was added to the call with their <em>fraud</em> <em>department</em> and explained the situation to them. He had his account XXXX from the bank that the <em>check</em> was written on, XXXX XXXX, write a letter stating that this was the title companys account."]},"sort":[20.541115,"21762605"]},{"_index":"complaint-public-v1","_id":"15227806","_score":19.743011,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a business XXXX XXXX  account in a Truist branch on XX/XX/scrub>/25. After three failed attempts to transfer funds into the account electronically, I had XXXX issue a cashiers check for the majority of the funds in that account {$220000.00} on XX/XX/year>25. The funds are from the sale of my home. I deposited the check into the Truist account on the same day, was notified in person that there would be a 7 day hold on the check until the funds could be verified. I attempted to log into my account on XX/XX/year>25 to find out that my account was closed on XX/XX/scrub>/25 - the day after I deposited the check due to suspected fraud and was told that in order to get my funds, I would have to \" get a letter on XXXX letterhead from the branch manager at the XXXX where the check was issued stating that the funds were issued with XXXX and the check will not be returned. '' Mind you, this is a cashiers check. I spent the rest of that day traveling 3 times each to each branch trying to get this issue resolved with multiple employees and managers at both XXXX and Truist. Every time someone spoke to Truist fraud department, they told us different things EXCEPT that this impossible-to-get letter from XXXX  was the ONLY way I could get my funds. I tried asking XXXX to cancel the check from their end but despite the fact that Truist Fraud department said the check wasn't cashed - it WAS cashed - so I couldn't fix the problem from that end. The Truist fraud department has repeatedly told me and branch staff things that weren't true. There isn't any escalation protocol, no accountability, just the ability to hold my money without any valid justification for going on 3 weeks. XXXX has a simple protocol to verify checks but Truist is refusing this for some mysterious reason. I've sent them a copy of the cleared check, my business documents, proof of where the funds came from & a printout from XXXX showing the account information yet they still are holding my money XXXX based on a letter I can not obtain from XXXX. This letter being demanded is something that even Truist doesn't do. Truist needs to fire whoever is running the fraud department. They are incompetent, power-tripping individuals who need a lesson in accountability.","date_sent_to_company":"2025-08-12T20:36:57.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"30331","tags":null,"has_narrative":true,"complaint_id":"15227806","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2025-08-12T20:13:31.000Z","state":"GA","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":["Every time someone spoke to Truist <em>fraud</em> <em>department</em>, they <em>told</em> us different things EXCEPT that this <em>impossible</em>-to-get letter from XXXX  was the ONLY way I could get my funds. I tried asking XXXX to cancel the <em>check</em> from their end but despite the fact that Truist <em>Fraud</em> <em>department</em> said the <em>check</em> wasn't cashed - it WAS cashed - so I couldn't fix the problem from that end. The Truist <em>fraud</em> <em>department</em> has repeatedly <em>told</em> me and branch staff things that weren't true."]},"sort":[19.743011,"15227806"]},{"_index":"complaint-public-v1","_id":"2816941","_score":19.132118,"_source":{"product":"Student loan","complaint_what_happened":"I have asked for my promissory multiple times and received them after I paid off my loans. Once I started to review them, they incorrectly have been charging me on one of my loans regarding principle balance. I have confirmed with the University and the gave me check numbers to help dispute this with Navient this loan. I have called their customer service department several times only to be told they cant help me since that is what they show for on their records. They finally offered several calls to transfer me to their fraud department. I have been transferred over twice only to be on hold/ no one ever picks up or have been told that they are currently closed and I must call back tomorrow. They have reported incorrectly to my credit report along with receiving overpayments since 2007. Navient is making this impossible to recover cost from them","date_sent_to_company":"2018-02-16T18:26:05.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"78759","tags":null,"has_narrative":true,"complaint_id":"2816941","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2018-02-16T18:13:00.000Z","state":"TX","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I have confirmed with the University and the gave me <em>check</em> numbers to help dispute this with Navient this loan. I have called their customer service <em>department</em> several times only to be <em>told</em> they cant help me since that is what they show for on their records. They finally offered several calls to transfer me to their <em>fraud</em> <em>department</em>. I have been transferred over twice only to be on hold/ no one ever picks up or have been <em>told</em> that they are currently closed and I must call back tomorrow."]},"sort":[19.132118,"2816941"]},{"_index":"complaint-public-v1","_id":"7033713","_score":19.092892,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX : Received text message from Chase inquiring if I authorized a charge of XXXX. I immediately replied \" No ''. Received immediate reply from Chase stating that I had already replied, which I had not. I then phoned Customer Service ( XXXX XXXX  PST ) and reported that 4 fraudulent withdrawals and 1 fraudulent deposit were made to my account. Was told to file a claim directly with the Claim Department but they were already closed. \n\nXXXX : Contacted Chase Claim Department to file a claim. Provided all information on fraudulent transactions, including that they were originated in another state. Provisional credit issued. \n\nXXXX : Called Claim Department to check status of claim. Was told claim was denied due to impossibility of duplicating PIN number at chip-enabled terminal. XXXX credit rescinded. \n\nXXXX : Went to local Chase branch for assistance. Banker called Claim Department, who advised me to fax over supporting documents. \n\nXXXX : Faxed supporting documents to Claim Department. \n\nXXXX : Called Claim Department. Spoke to supervisor who said \" fraud could not be proven ''.","date_sent_to_company":"2023-05-26T19:40:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90250","tags":"Servicemember","has_narrative":true,"complaint_id":"7033713","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-05-26T18:57:22.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Was <em>told</em> to file a claim directly with the Claim <em>Department</em> but they were already closed. \n\nXXXX : Contacted Chase Claim <em>Department</em> to file a claim. Provided all information on fraudulent transactions, including that they were originated in another state. Provisional credit issued. \n\nXXXX : Called Claim <em>Department</em> to <em>check</em> status of claim. Was <em>told</em> claim was denied due to <em>impossibility</em> of duplicating PIN number at chip-enabled terminal. XXXX credit rescinded."]},"sort":[19.092892,"7033713"]},{"_index":"complaint-public-v1","_id":"15307657","_score":18.974916,"_source":{"product":"Checking or savings account","complaint_what_happened":"-Chase Bank has held around {$13000.00} of my funds since XX/XX/XXXX, due to suspicions of fraud from two checks deposited on behalf of my parents endorsed to me.\n\n-After much back and forth, Chase suspected fraud due to a name mismatch and requested verification from my parents that they gave me the checks. \n-My parents had already self-deported, that is why they asked me to deposit the checks, so phone verification was impossible since they required a call to a US registered phone number under their names.\n\n-I added a line for Chase to talk to my parents, but they refused to call since the number was not registered in their database. \n-A supervisor asked me if I have any legal rights over my parents. I let them know I have a power of attorney letter and guardianship rights to my sibling. \n-They told me to submit the power of attorney, and that would solve the problem. On XX/XX/XXXXXXXX XXXX XXXX, I submitted a Power of Attorney signed by my parents and a U.S. lawyer, per Chases instructions. \n-It has been several months without resolution. My branch is refusing to help me since they already submitted the Power of attorney, but the Fraud department is still refusing to release the funds as their Legal department didn't review the documents..\n\n-There is no communication from the Legal department with the Branch or Fraud team, therefore all departments are refusing to help me and pointing fingers internally on who needs to approve this. \n-The complex team already approved my power of attorney letter, but Chase is still refusing to release my funds and re-open my account. Last communication being XX/XX/XXXX, when the Branch told me there's nothing else they can do and they do not have a Legal team contact. The Fraud team is saying the Branch has not submitted my documents to the Legal team and that is all they need.","date_sent_to_company":"2025-08-15T21:14:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"84020","tags":null,"has_narrative":true,"complaint_id":"15307657","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-08-15T21:02:15.000Z","state":"UT","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["-Chase Bank has held around {$13000.00} of my funds since XX/XX/XXXX, due to suspicions of <em>fraud</em> from two <em>checks</em> deposited on behalf of my parents endorsed to me.\n\n-After much back and forth, Chase suspected <em>fraud</em> due to a name mismatch and requested verification from my parents that they gave me the <em>checks</em>."]},"sort":[18.974916,"15307657"]},{"_index":"complaint-public-v1","_id":"3372460","_score":18.880829,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing in regards to the fraud case that was mishandled by Bank of America. The fraud issue happened on XX/XX/XXXX and XX/XX/XXXX in XXXX XXXX, Nevada. A total of {$690.00} was taken out of my checking account. I don't live in XXXX XXXX, Nevada, nor have any family member or friends in that state. I live in XXXX, GA. It was impossible for me to be in two states and make purchases in one state and withdraw money in the other. I called Bank of America 's Fraud department and was told I will be reimbursed and sent a new card. They told me it would take 2-3 months to resolve. It has now been 4 months and I have not been reimbursed or called upon. I also faxed them all the information they asked me to in the prior call. They have been idle and unwilling to reimburse or assist me any further. I also had my XXXX card  also attacked in the same duration dates. I called XXXX XXXX    Fraud department and they helped me resolved my problem, reimbursed, and assisted me in getting a new card. XXXX was completely professional compared to Bank of America. I even faxed my XXXX letter to Bank of America 's Fraud department, with the unauthorized actions that happened on my account. \n\nI have attached the XXXX 's letter. The investigation proved that the fraudulent actions were not by me, and they have reimbursed the funds back onto my account.","date_sent_to_company":"2019-09-12T22:36:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30260","tags":null,"has_narrative":true,"complaint_id":"3372460","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-09-12T22:12:23.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I am writing in regards to the <em>fraud</em> case that was mishandled by Bank of America. The <em>fraud</em> issue happened on XX/XX/XXXX and XX/XX/XXXX in XXXX XXXX, Nevada. A total of {$690.00} was taken out of my <em>checking</em> account. I don't live in XXXX XXXX, Nevada, nor have any family member or friends in that state. I live in XXXX, GA. It was <em>impossible</em> for me to be in two states and make purchases in one state and withdraw money in the other."]},"sort":[18.880829,"3372460"]},{"_index":"complaint-public-v1","_id":"4932750","_score":18.86399,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Late in XXXX I called the toll free number on the back of my Bank of America XXXX XXXX XXXX XXXX  debit card to check my balance. I found out that over 16000 dollars was missing. I was transferred to the fraud department to go over the charges over the last few weeks. The charges where for everything frames cell p h ones to airline tickets and where posted in XXXX and XXXX. My charges are at local atms and grocery stores. The representative agreed that the where obvious fraud. I filed a claim. A few days later when I called to check on the claim and was told it was denied. I asked why and was told .y my pin number was used.. I told them that was impossible since the card has been on my person and I had never lent it out and never gave out my pin number. I reopened the claim. A few days later I called and was again told it was denied. I was told to reopen the claim and file a police report which I did and also an fbi and occ report. I faxed everything to BofA. And was denied again. I don't know what to do. I am broke.","date_sent_to_company":"2021-11-21T06:15:27.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"95060","tags":null,"has_narrative":true,"complaint_id":"4932750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-11-21T00:49:44.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["A few days later when I called to <em>check</em> on the claim and was <em>told</em> it was denied. I asked why and was <em>told</em> .y my pin number was used.. I <em>told</em> them that was <em>impossible</em> since the card has been on my person and I had never lent it out and never gave out my pin number. I reopened the claim. A few days later I called and was again <em>told</em> it was denied. I was <em>told</em> to reopen the claim and file a police report which I did and also an fbi and occ report. I faxed everything to BofA. And was denied again."]},"sort":[18.86399,"4932750"]},{"_index":"complaint-public-v1","_id":"17836730","_score":18.855562,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I was in a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for six weeks. During this time my bag, XXXX, XXXX XXXX and wallet were lost and never recovered. When I regained consciousness I learned that criminals had taken control of my password vault and accessed my XXXX XXXX bank accounts and credit cards. Lawenforcement officials and XXXX confirmed that an organized fraud ring was involved. I immediately notified more than 25 institutions about the identity theft. Other companies resolved the fraud quickly, but XXXX XXXX handling has been disorganized and contradictory. Creditcard fraud ( Claim # XXXX ) Fraudsters used my XXXX XXXX credit card to take cash advances and deposit them into my checking account. XXXX XXXX reversed the purchase transactions but denied the cashadvance fraud claim. Debitcard fraud ( Claim # XXXX ) Three unauthorized withdrawals totaling {$6900.00} were made in early XX/XX/XXXX. On XX/XX/XXXX the debitcard department credited {$6900.00} to my checking account, acknowledging the fraud. They told me not to move the funds because it might confuse the investigation. ACH fraud ( Claim # XXXX ) Unauthorized ACH withdrawals totaling {$7500.00} were made on XX/XX/XXXX, XXXX and XXXX XXXX. The ACH department credited {$7500.00} back to my checking account on XX/XX/XXXX, again confirming the fraud. Like the debitcard department, they could not tell me what to do with the money. Onlinebanking fraud ( Case # XXXX ) Several unauthorized online transfers were made using my credentials. For weeks I repeatedly asked various XXXX XXXX departments how to handle the {$14000.00} in credits sitting in my checking account. Representatives told me to wait. Meanwhile, the creditcard department continued sending me latepayment notices and adding interest on the fraudulent cash advances. On XX/XX/XXXX, after more than a month of confusion, an ACH agent advised me to transfer the {$7500.00} and {$6900.00} credits back to the credit card to pay the outstanding fraud charges. I followed that instruction. Despite this, XXXX XXXX still insists the cashadvance charges are legitimate. As of XX/XX/XXXX, {$2400.00} in cashadvance charges and late fees remains on my credit card. Each department I spoke with ( online fraud, debitcard, ACH, creditcard ) agrees the downstream transactions were fraudulent, but none has authority to reverse the core cashadvance charges. Some even claim Im still using the original devices, which is impossible because my XXXX and XXXX were never recovered from the accident.","date_sent_to_company":"2025-12-08T18:04:40.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"17836730","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Radius Global Solutions LLC","date_received":"2025-12-08T17:53:58.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["The ACH <em>department</em> credited {$7500.00} back to my <em>checking</em> account on XX/XX/XXXX, again confirming the <em>fraud</em>. Like the debitcard <em>department</em>, they could not tell me what to do with the money. Onlinebanking <em>fraud</em> ( Case # XXXX ) Several unauthorized online transfers were made using my credentials. For weeks I repeatedly asked various XXXX XXXX <em>departments</em> how to handle the {$14000.00} in credits sitting in my <em>checking</em> account. Representatives <em>told</em> me to wait."]},"sort":[18.855562,"17836730"]},{"_index":"complaint-public-v1","_id":"11592483","_score":18.730095,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/year> per JPMorgan Chase Bank , N.A . advertisement of bonus, I went to the JPMorgan Chase Bank at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX per appointment and established a Chase Private Client account in addition to my already established checking and savings accounts XX/XX/year> about XXXX AM at JPMorgan Chase Bank , N.A . Branch located at XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX I deposited the paying bank check # xxxx for {$99000.00} and # xxxx for {$64000.00} for a total deposit of {$160000.00} with the teller. I endorsed the checks inside this branch. \n\nXX/XX/year> XXXXXXXX XXXX called the number on the back of my Chase debit card due to an email I received. The customer service agent informed me that there were no problems with my account. \n\nXX/XX/year> online showed the funds available which matched the available date on my deposit receipt XX/XX/year> I attempted an online transfer of some of the funds from the savings account to my established checking account. A message pop up notified me that one of the accounts was ineligible for this transfer. \n\nXX/XX/year> I called ( XXXX, XXXX, XXXX ) the Chase private client number, and the number on the back of the card and was directed to the fraud department. No one could explain why the funds were not available. \nThe fraud department representative, who was nearly impossible to understand, told me to stop payment on the checks. This was impossible as the checks had already cleared. Per my request the issuer provided pdf documents of the cleared checks from the paying bank. \nThe fraud department told me to go into a Chase branch and submit the death certificate and this would clear the funds XX/XX/year> I submitted the death certificate via email and in person at a Chase branch ( XXXX XXXX XXXX ). \n\nXX/XX/year> I received a paper notice from Chase Account XXXX that the account was closed. Cashier check # XXXX for {$1.00} and check # XXXX for {$0.00} were included. \n\nXX/XX/year> the Chase branch representative informed me that the fraud department requested the Certificate of Trust and then they would clear the funds. This was accepted by their legal review team and risk team on XX/XX/year> per the branch representative XX/XX/year> Chase fraud requested contact information in order to call the issuer of the check and verify that the trust did issue those funds to me. Chase fraud said none of the numbers can be verified to the the person that issued the checks. The person that issued the checks to me also has an established personal and business account with JP Morgan Chase Bank , N.A . \n\nXX/XX/year> I requested a list of requirements from the fraud department to clear the funds. The branch representative said this was requested but nothing was provided. \n\nXX/XX/year> The branch representative said Chase fraud department had cleared the checks and I needed to setup a new account for the funds to transfer to. Initially she said Chase would overnight the checks to me. I requested they electronically transfer them to my account to avoid a repeat of the issue. Within XXXX XXXX I emailed the branch representative the new account number for the Chase Private Client savings account setup in person at the Chase branch located at XXXX XXXX XXXX XXXX, XXXX  The funds were not sent. \n\nXX/XX/year> Chase fraud department informs the branch representative that they will not accept the issuer appear in person to verify that the checks were issued from him to me. \n\nXX/XX/year> Chase escalation team contact XXXX calls me in response to submission from Chase bank representative. He informs me a verified number is provided for the issuer the funds will be given to me. He suggests the issuer add this number to his Chase Bank personal and business account and to any supplier invoices issued to his business. \n\nXX/XX/year> Chase bank begins to charge me {$35.00} per month for the XXXX account balance being below {$100000.00} XX/XX/year> A pdf of an invoice issued to the his business account is sent to the Chase bank representative for the fraud department as proof that a U.S. number is linked to the business. Additional U.S. numbers have been provided and linked to his Chase accounts and invoices. \n\nXX/XX/year> the issuer flies to the U.S. to establish a XXXX phone and number with international calling since he lives as an XXXX in XXXX XXXX XXXX \n\nXX/XX/year> the T-Mobile number is emailed to the bank representative who communicates that number to the Chase Fraud department Weekly calls or emails continue to see if the Chase Fraud department has verified at least one phone number. \n\nOver XXXX XXXX emails and phone calls have been made to JPMorgan Chase bank and they continue to say not one of the phone numbers is verified.","date_sent_to_company":"2025-01-21T11:48:38.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"89121","tags":null,"has_narrative":true,"complaint_id":"11592483","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-01-21T09:30:43.000Z","state":"NV","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The <em>fraud</em> <em>department</em> representative, who was nearly <em>impossible</em> to understand, <em>told</em> me to stop payment on the <em>checks</em>. This was <em>impossible</em> as the <em>checks</em> had already cleared. Per my request the issuer provided pdf documents of the cleared <em>checks</em> from the paying bank. \nThe <em>fraud</em> <em>department</em> <em>told</em> me to go into a Chase branch and submit the death certificate and this would clear the funds XX/XX/year> I submitted the death certificate via email and in person at a Chase branch ( XXXX XXXX XXXX )."]},"sort":[18.730095,"11592483"]},{"_index":"complaint-public-v1","_id":"8962608","_score":18.638124,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"-check for {$4000.00} was written on XX/XX/XXXX to me from my uncle from my grandmothers estate as he is the administrator, This check was coming from XXXX XXXX -I deposited the check on XX/XX/XXXX into Chase. I have an existing checking account. I never had any accounts at XXXX. \nXXXX XXXX I got an email about fraud from Chase so I called at XXXX XXXX  that night to see what there is that I could do there was no resolution Other than being told that the check was deposited more than once. ( Which it wasnt ) XXXX XXXX called again spoke to the company about how to resolve this and was told the only way is XXXX verification through phone number and if that didnt work that he could recant the check through XXXX -Went in person multiple times to both XXXX and Chase to figure out why the check had problems and was told by both banks that the money had left the account at XXXX and I could no longer recant The check, the funds were now at Chase XXXX XXXX XXXX Uncle took all the steps to get XXXX verified as per chases request just for all my access to my accounts to be shut down the same week -On Saturday, XX/XX/XXXX, my local branch manager called XXXX fraud department at XXXX and was told that the money left and the funds should be released in a few days to XXXX XXXX XX/XX/XXXX, this was proven not to be true as my uncle and I went to XXXX to see if the funds arrived at XXXX to find they hadnt -I was told by Chase through calling the fraud line on the same day that my money would be held indefinitely if he cant be XXXX verified over the phone -This is all after the bank manager at XXXX verified with the XXXX fraud department that the check was only deposited and withdrawn once -On XX/XX/XXXX, a worker at the XXXX branch called fraud and was told that the money cant be released even though the number they called was verifiable, but no longer in service -uncle and I both offered to provide any documentation that can get him verified i.e. Social Security card, birth certificate, New York State, drivers license and employment documentation as well as paystubs and mail all of which were denied -uncle and I also offered to go in person to a chase headquarters branch where there could possibly have autonomy over the money and was also denied that -I asked for XXXX legal number and was denied that -Before this case got to the escalations department, I asked for that number and was denied, but finally worked my way up into that system -this XXXX verification seems like An unreasonable system that is a ploy to just have funds stuck in their accounts, so that consumers can no longer receive their funds. These verification systems in place do not allow the consumer to receive their funds due to the almost impossible means of getting verified. Although we live in the 21st-century there is plenty of people that do not have cell phones or home phones, and this way a verification just seems fraudulent.","date_sent_to_company":"2024-05-09T03:47:09.000Z","issue":"Fraud or scam","sub_product":"Money order, traveler's check or cashier's check","zip_code":"12550","tags":null,"has_narrative":true,"complaint_id":"8962608","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-05-09T03:10:31.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX, this was proven not to be true as my uncle and I went to XXXX to see if the funds arrived at XXXX to find they hadnt -I was <em>told</em> by Chase through calling the <em>fraud</em> line on the same day that my money would be held indefinitely if he cant be XXXX verified over the phone -This is all after the bank manager at XXXX verified with the XXXX <em>fraud</em> <em>department</em> that the <em>check</em> was only deposited and withdrawn once -On XX/XX/XXXX, a worker at the XXXX branch called <em>fraud</em> and was <em>told</em> that the money"],"issue":["<em>Fraud</em> or scam"],"sub_product":["Money order, traveler's <em>check</em> or cashier's <em>check</em>"]},"sort":[18.638124,"8962608"]},{"_index":"complaint-public-v1","_id":"14168183","_score":18.524673,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I received a phone call from the Wells Fargo Fraud Department regarding fraudulent activity on my account. I immediately drove to the closest branch location on XXXX XXXX in XXXX AZ XXXX and spoke with the Branch XXXX, XXXX. XXXX worked with me and was able to establish that the {$9800.00} was a fraudulent withdraw. My banking cards were not swiped, tapped, or inserted. I was told that my ID and signature were a match. This is inaccurate, my address on my state ID does not match the address that is in the Wells Fargo system. These would not be valid forms of identification for a withdraw. XXXX assisted in calling the fraud department. There was a {$7500.00} charge on my checking ( separate submission ) and {$9800.00} on my savings. When reporting to the branch the withdraws were still pending, therefore I was told a freeze would take place, and an investigation would take place. I received a letter from Wells Fargo on XX/XX/XXXX ( dated XX/XX/XXXX ) stating that the CHECKING account was found to be accurate with no fraudulent activity. At no time have I received anything stating the status of my savings account. I have not been given a case number of any kind. Upon calling every division, my complaint is not found and I have to re-explain my circumstances. I've spoken to no less than XXXX people since XX/XX/XXXX within the local branch, customer service, fraud, and executive. There are no notes on my account, and a fraud case was not filed by XXXX in the branch at the time it was reported. XXXX froze both my checking and savings and opened new accounts. It has been impossible to work with wells fargo, or to speak with anyone who is able to assist in my concern.","date_sent_to_company":"2025-06-19T23:26:24.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"85641","tags":"Servicemember","has_narrative":true,"complaint_id":"14168183","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-06-19T23:09:49.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX assisted in calling the <em>fraud</em> <em>department</em>. There was a {$7500.00} charge on my <em>checking</em> ( separate submission ) and {$9800.00} on my savings. When reporting to the branch the withdraws were still pending, therefore I was <em>told</em> a freeze would take place, and an investigation would take place. I received a letter from Wells Fargo on XX/XX/XXXX ( dated XX/XX/XXXX ) stating that the <em>CHECKING</em> account was found to be accurate with no fraudulent activity."]},"sort":[18.524673,"14168183"]},{"_index":"complaint-public-v1","_id":"8863183","_score":18.236094,"_source":{"product":"Checking or savings account","complaint_what_happened":"My bank account ( both checking and savings ) with Bank of America was hacked and cleared out on XX/XX/XXXX. XX/XX/XXXX I called the bank of americas fraud department, they told me they were unable to do anything and I would have to go to the branch I use on Monday the XXXX. Monday the bank informed me that the money was moved to an investment account with Merrill lynch that was opened in my name fraudulently. I told Merrill lynch on XX/XX/XXXX to close the account that was open and they never did. Bank of America and Merrill lynch keep going back and forth on whos at fault. Merrill lynch started the fraud claim XX/XX/XXXX, we have yet to hear anything and it is impossible to get in contact with anyone in their fraud department. The fraud claim with bank of America was opened XX/XX/XXXX after they finally took responsibility. Bank of America denied the fraud claim due to the account being opened in my name and never closed. The address, phone number and signature that were used to open the Merrill lynch account was all incorrect and fraudulent. Bank of America is refusing to give us any provisional funds after almost 3 months of no answers. Bank of America claims they are unable to do anything until Merrill lynch can prove its a fraudulent account. Neither of them can even tell us where the money is. This is {$25000.00} in total that was taken.","date_sent_to_company":"2024-04-26T16:09:46.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Savings account","zip_code":"77450","tags":null,"has_narrative":true,"complaint_id":"8863183","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-04-26T15:34:48.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I <em>told</em> Merrill lynch on XX/XX/XXXX to close the account that was open and they never did. Bank of America and Merrill lynch keep going back and forth on whos at fault. Merrill lynch started the <em>fraud</em> claim XX/XX/XXXX, we have yet to hear anything and it is <em>impossible</em> to get in contact with anyone in their <em>fraud</em> <em>department</em>. The <em>fraud</em> claim with bank of America was opened XX/XX/XXXX after they finally took responsibility."]},"sort":[18.236094,"8863183"]},{"_index":"complaint-public-v1","_id":"6219535","_score":18.078247,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"my secured credit card gets a fraud just about every time I use it and this has not only caused me embarrassment and hours of time away from other obligations it has cost me monetary suffering. I made a complaint about this issue back in XXXX via phone and email but instead of getting a response and or resolution to the problem I was locked out of not only my credit card account but checking and savings account also without any valid reasoning behind this and I remained locked out from XXXX through XXXX leaving me unable to pay my bills, access my money or run my business as I was self employed. my vehicle was stolen along with my wallet and driver 's license, cards, checkbooks etc inside of it. I spent a countless number of hours sometimes up to one hour and 45 minutes at a time waiting for the fraud department to come on the line. I even went to a branch and sat in the lobby while on hold to show the staff that how impossible it was to resolve my issue if that specific department was the only one who could help me. once I finally got a hold of the fraud department and presented to them, my government issued temporary driver 's license, my social security card and even offered my birth certificate I was rudely told that my documents were unacceptable and when I asked for someone of hire authority to speak to I was told that there was no one about the fraud and security departments and that no money was to leave my account until I had received the non temporary government issued driver 's license. it takes weeks and sometimes months to get an appointment with the Texas XXXX post covid. so I had already waited weeks","date_sent_to_company":"2022-11-19T00:58:42.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"78237","tags":null,"has_narrative":true,"complaint_id":"6219535","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2022-11-19T00:46:21.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I even went to a branch and sat in the lobby while on hold to show the staff that how <em>impossible</em> it was to resolve my issue if that specific <em>department</em> was the only one who could help me. once I finally got a hold of the <em>fraud</em> <em>department</em> and presented to them, my government issued temporary driver 's license, my social security card and even offered my birth certificate I was rudely <em>told</em> that my documents were unacceptable and when I asked for someone of hire authority to speak to I was <em>told</em> that"]},"sort":[18.078247,"6219535"]},{"_index":"complaint-public-v1","_id":"7179168","_score":18.052073,"_source":{"product":"Checking or savings account","complaint_what_happened":"There was a {$300.00} unauthorized withdrawal from my checking acocunt in XXXX. After filing my request with M and T bank, they claim they never received the mailed paperwork. So I faxed it and mailed it again in XXXX which they did receive. \n\nThey denied my claim and said their investigation did not come up with how it happened. However, when I asked what they investigated or how they came to this conclusion, I was told nothing. \n\nIt is impossible to speak to anyone in the fraud/unauthorized transaction department, they only use emails from customer service. I am asking again to be contacted about the denial but that has yet to happen and probably will not. \n\nAre there any options for me at this point as M and T bank will not allow customers to speak to the individuals doing the investigation?","date_sent_to_company":"2023-06-28T18:04:53.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"7179168","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2023-06-28T17:51:14.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["It is <em>impossible</em> to speak to anyone in the <em>fraud</em>/unauthorized transaction <em>department</em>, they only use emails from customer service. I am asking again to be contacted about the denial but that has yet to happen and probably will not. \n\nAre there any options for me at this point as M and T bank will not allow customers to speak to the individuals doing the investigation?"]},"sort":[18.052073,"7179168"]},{"_index":"complaint-public-v1","_id":"6220093","_score":17.956142,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am the POA and court-appointed conservator for a checking account holder at Wells Fargo XXXX I became her POA in late XX/XX/XXXX. Upon reviewing her financial records, it was apparent that there were fraudulent checks clearing her account from XX/XX/XXXX - early XX/XX/XXXX. In fact, a letter was found from Wells Fargo Fraud dated XX/XX/XXXX stating that there was potential fraud and that the account would only be unfrozen if the accountholder contacted XXXX. I went to a Wells Fargo branch on XX/XX/XXXX to provide the POA agreement and notified them that there was check fraud occurring that amounted to over {$50000.00}. I was told the POA agreement would be sent to Legal for review. On XX/XX/XXXX, I returned to Wells Fargo to get statements and sign for the account ; that documentation was being processed but I received the copies of the checks. On XX/XX/XXXX, I returned to the branch and asked to make a fraud claim to attempt to regain the funds. I was told I was not yet added to the account so I could not do so. I returned again on XXXX and was told the POA was not yet processed even after explaining the urgency. On XX/XX/XXXX, I went to the branch to sign additional documents and was added as POA. Checks continued to be presented on the account and some were rejected for fraud. One check did clear the account for {$4500.00} on XX/XX/XXXX. Why was this allowed to happen? Why did Wells Fargo leave an account open that was clearly compromised? It is extremely difficult, if not impossible, to speak to someone at Wells Fargo who can address this. I have called and I just get passed from one department to another. Branch employees are not able to help with fraud. My client has losses of at least {$61000.00} and Wells Fargo has still not taken a fraud affidavit. I felt that making a written complaint was my only option at this point to see if someone will at least speak to me and explain why appropriate measures were not taken and why I was not permitted to file a fraud claim.","date_sent_to_company":"2022-11-18T22:19:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85207","tags":null,"has_narrative":true,"complaint_id":"6220093","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-11-18T21:41:06.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["It is extremely difficult, if not <em>impossible</em>, to speak to someone at Wells Fargo who can address this. I have called and I just get passed from one <em>department</em> to another. Branch employees are not able to help with <em>fraud</em>. My client has losses of at least {$61000.00} and Wells Fargo has still not taken a <em>fraud</em> affidavit."]},"sort":[17.956142,"6220093"]},{"_index":"complaint-public-v1","_id":"4985639","_score":17.805494,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2021, I had my cell phone and wallet stolen from a park. The following day, my Wells Fargo debit account was riddled with fraudulent transactions, including a check deposited to my account, and the funds from the check being withdrawn via atm and XXXX XXXX. I was also locked out of my online banking account, making it impossible to see what was going on. I reached out to Wells Fargo to submit a claim. I told them my situation and that whoever had my card also had my cell phone so they had access to my online banking, phone number, and XXXX XXXX. The fraud department removed many of the invalid transactions, but denied my claim on the check and subsequent withdrawals. This has left my debit account with a negative balance of around {$5700.00}. They expect me to deposit the negative balance, even though Im not responsible for the missing funds. I have requested an appeal on the denied claim but am not hopeful in it resulting in my account being credited.","date_sent_to_company":"2021-12-07T18:42:52.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"681XX","tags":null,"has_narrative":true,"complaint_id":"4985639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-12-07T18:29:46.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The following day, my Wells Fargo debit account was riddled with fraudulent transactions, including a <em>check</em> deposited to my account, and the funds from the <em>check</em> being withdrawn via atm and XXXX XXXX. I was also locked out of my online banking account, making it <em>impossible</em> to see what was going on. I reached out to Wells Fargo to submit a claim. I <em>told</em> them my situation and that whoever had my card also had my cell phone so they had access to my online banking, phone number, and XXXX XXXX."]},"sort":[17.805494,"4985639"]},{"_index":"complaint-public-v1","_id":"2409137","_score":17.704407,"_source":{"product":"Bank account or service","complaint_what_happened":"I met with a financial counselor who checked my XXXX report and we noticed two debts, one with XXXX and one with Bank of America. I first went to XXXX and they dropped this fee and I was able to open an account there. I later went to Bank of America and decided to pay the debt that showed under \" suspected fraud activity '' not because I did the fraud but because I wanted to clear that debt and open an account at XXXX. The date reported on the debt is XX/XX/2013 I was out of the country during this time as I was vacationing in XXXX, so it was impossible for me to deposit a fraudulent check in the account at this time. After I paid the debt with Bank of America I was under the impression that I was cleared and could open my account at XXXX, when I tried to I was denied and they said it was due to debt on my XXXX report. I called Bank of America multiple times to have this removed and they informed me that they will not be able to remove this from my report. I explained to them that I was away on vacation and sent them a dispute letter with my passport showing the vacation days as proof but still nothing was resolved. I then called Bank of America Check Fraud Claims department with my financial counselor, the representative told me that I should be able to open an account. She said to visit a branch and have a representative at the branch call the Check Fraud Claims department to have this cleared up. So when I went to the bank the representative called and informed me that I would not be able to have an account with Bank of America. I would like some help in clearing this from my XXXX in order for me to be able to open an account at XXXX.","date_sent_to_company":"2017-03-29T14:36:56.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"10033","tags":null,"has_narrative":true,"complaint_id":"2409137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-03-29T14:36:55.000Z","state":"NY","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":["I then called Bank of America <em>Check</em> <em>Fraud</em> Claims <em>department</em> with my financial counselor, the representative <em>told</em> me that I should be able to open an account. She said to visit a branch and have a representative at the branch call the <em>Check</em> <em>Fraud</em> Claims <em>department</em> to have this cleared up. So when I went to the bank the representative called and informed me that I would not be able to have an account with Bank of America."]},"sort":[17.704407,"2409137"]},{"_index":"complaint-public-v1","_id":"5747142","_score":17.595158,"_source":{"product":"Checking or savings account","complaint_what_happened":"This letter is from XXXX XXXX  located in the XXXX XXXX XXXX XXXX and this is a complaint letter about Wells Fargo who we currently bank with. Last year in the month of XXXX, an unknown individual was able to cash our company 's check causing us to lose out on thousands of dollars. We made the report right away but Wells Fargo never contacted us regarding the fraudulent checks. The lack of communication from Wells Fargo is making it impossible for us to get a reimbursement. Below I will attach copies of the fraudulent checks and I will include details on the situation that we're having with Wells Fargo. \n\nXXXX XXXX XXXX XXXX XXXX who is the signer of the company 's account, went to the local Wells Fargo branch in the XXXX XXXX XXXX  XXXX last year in the month of XXXX. He spoke with XXXX who is the local branch customer service representative and gave XXXX copies of the fraud checks. XXXX went to the local branch several times to speak and to provide XXXX with a total of 6 checks. The local branch couldn't do anything about it so XXXX had to send the copies of the check to the Investigation Department located in Arizona. She said she made the report but we never heard back from either local Wells Fargo branch or investigation department. \n\nXXXX XXXX, XXXX Ten months have passed by and we did not get a response. We were wondering how long we have to wait to hear back from them. I made a call to Wells Fargo customer service helpline to follow up on the case. She asked me to provide her with the check number, name of payee, date, and amount of each check which was provided to XXXX ten months ago at the time it happened. So she can forward it to the investigation department again and it was going to take 10 business days to get a response. \n\n-Between XXXX XXXX XXXX XXXX received a call from a lady from either North or South Carolina informing us that she only found 3 fraudulent complaints out of 6. ( We actually reported 6 fraud checks last year in the month of XXXX but she only reimbursed 2 ). She said that only 2 fraud checks were reimbursed out of the six checks because she says it was \" reported late ''. \n\nXXXX XXXX, XXXX I made a call to Wells Fargo XXXXs local branch and I spoke with XXXX. XXXX actually recalls seeing XXXX XXXX in their local branch back in XX/XX/2021. I told XXXX about what was going on and I provided XXXX with the check details because XXXX who is the local branch manager, wasn't available. XXXX was only able to retrieve information from me, only the branch manager could help resolve the issue if not I was told by XXXX it was going to get escalated to the Executive Manager. Also, I asked XXXX how check number XXXX, which was issued to an incorporated company, was cashed with no endorsement. XXXX told me that anybody can cash a check through the ATM without necessarily having a signature on the back of the check. This makes me feel that it is very unsafe to bank with Wells Fargo. \n\nXXXX XXXX, XXXX-We received a call from XXXX the local branch manager letting us know that the claim for check XXXX, which was issued to our property management The XXXX XXXX XXXX was rejected because the claim was not reported on time ( which is impossible because this check was reported to XXXX the local branch customer service representative with the other 2 checks that were reimbursed ). He then mentioned to us that he was going to try his best and escalate this to the Executive Manager to see what can be done. \n\nXXXX XXXX, XXXX I received a call from XXXX the local branch manager. XXXX informed me that the reimbursement for check number XXXX ( was denied and there was nothing he could do because XXXX said it was \" reported late '' ). However, XXXX advised me to call Wells Fargo Fraud Department to make a claim on the other three checks which are check number XXXX and XXXX. If it gets denied, XXXX asked me to call him so he can help us get a reimbursement since we've been loyal customers for more than 5 years.\n\nAfter talking to Wells Fargo regarding the 6 fraud checks, they have not reimbursed us for 4 fraudulent checks. I will attach copies of the 4 remaining checks that need to be resolved. Every time we go to Wells Fargo local branch to tell them about every fraudulent cashed check, they always say nothing can be done in their branch and copies of the check had to be sent to the investigation Department in Arizona. We took action and reported every fraudulent check that was cashed to the local Wells Fargo in the XXXX XXXX XXXX  XXXX right away therefore Wells Fargo should've reimbursed us the money with no excuses.","date_sent_to_company":"2022-07-07T23:49:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91750","tags":null,"has_narrative":true,"complaint_id":"5747142","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-07-07T23:27:55.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["He spoke with XXXX who is the local branch customer service representative and gave XXXX copies of the <em>fraud</em> <em>checks</em>. XXXX went to the local branch several times to speak and to provide XXXX with a total of 6 <em>checks</em>. The local branch couldn't do anything about it so XXXX had to send the copies of the <em>check</em> to the Investigation <em>Department</em> located in Arizona. She said she made the report but we never heard back from either local Wells Fargo branch or investigation <em>department</em>."]},"sort":[17.595158,"5747142"]},{"_index":"complaint-public-v1","_id":"19287482","_score":17.480562,"_source":{"product":"Credit card","complaint_what_happened":"I received a fraudulent text claiming my Capital One payment was due and I briefly called the number. It appeared to be a scam attempting to obtain my XXXX checking details. I hung up before any information was given, and XXXX later confirmed they had no record of anyone from Capital One calling them. \n\n\n\nCapital One nevertheless processed a payment from a fraudulent checking account that was not mine. I then made my own legitimate payment to cover the amount. After this, Capital One restricted all of my accounts and told me I must prove the fraudulent account was not mine, which is impossible because it does not exist. \n\n\n\nDespite repeated calls over months, Capital One has never provided documentation, written findings, or follow-up from their fraud department. They restricted/closed multiple Capital One cards and their takeover of my Kohls card resulted in that card being restricted as well, which I believe is harming my credit. I am requesting correction of records, removal of all fraud flags tied to this non-existent account, and written confirmation that my identity is clear. \n\n\n\nSent from the all new XXXX app for XXXX","date_sent_to_company":"2026-02-05T22:03:23.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92883","tags":"Older American","has_narrative":true,"complaint_id":"19287482","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-02-05T21:00:53.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["After this, Capital One restricted all of my accounts and <em>told</em> me I must prove the fraudulent account was not mine, which is <em>impossible</em> because it does not exist. \n\n\n\nDespite repeated calls over months, Capital One has never provided documentation, written findings, or follow-up from their <em>fraud</em> <em>department</em>. They restricted/closed multiple Capital One cards and their takeover of my Kohls card resulted in that card being restricted as well, which I believe is harming my credit."]},"sort":[17.480562,"19287482"]},{"_index":"complaint-public-v1","_id":"14017981","_score":17.448772,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a personal checking account with Citibank on XX/XX/year>. I made a deposit via cashier 's check under my name totaling {$2200.00} on XX/XX/year>. On XXXX, XX/XX/XXXX, at approximately XXXX XXXX  XXXX, I attempted to make a purchase with my debit card, but the transaction was declined. On XXXX, XX/XX/XXXX, around XXXX XXXX, I attempted another purchase and was again declined. \n\nI called Citibank at XXXX XXXX  that evening and was told there was a fraud alert blocking my debit card. I was informed the fraud department was closed and advised to call back on Sunday. When I called on Sunday, I was told I had contacted the wrong fraud department and that I needed to call a separate group only available XXXX  through XXXX. \n\nOn XXXX, XX/XX/XXXX, at XXXX XXXX, I spoke with a representative who informed me that the block was due to a system-generated fraud alert. I was told it would take XXXX hours to be reviewed. \n\nI have called back each dayXXXX and XXXX  includedand every time I am told the case is still under review. As of XXXX  evening, this marks the third full day without access to my debit card, despite Citibank 's stated timeframe of XXXX hours. I have now been told to call again on Thursday, the fourth day since the issue began. \n\nThroughout these interactions, I have repeatedly asked what transaction triggered the fraud alert, or why my account is under review, and not XXXX representative has been able to provide an answer. Ive been told they are not allowed to disclose any information until the investigation is complete, even though my access to essential banking services has been restricted. \n\nTo make matters more frustrating, I was told that while I can go to a branch teller to withdraw funds in person, I still can not use my debit card to make online payments or pay bills, which is how I typically manage all of my finances. This restriction makes it nearly impossible to manage my day-to-day expenses and obligations. \n\nI am submitting this complaint to the XXXX because I have exhausted all internal customer service channels at Citibank and am left without access to my funds, without answers, and without a resolution. This has caused unnecessary stress and hardship and I am seeking immediate intervention to resolve this matter.","date_sent_to_company":"2025-06-12T00:03:20.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91401","tags":null,"has_narrative":true,"complaint_id":"14017981","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-06-11T23:55:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I was informed the <em>fraud</em> <em>department</em> was closed and advised to call back on Sunday. When I called on Sunday, I was <em>told</em> I had contacted the wrong <em>fraud</em> <em>department</em> and that I needed to call a separate group only available XXXX  through XXXX. \n\nOn XXXX, XX/XX/XXXX, at XXXX XXXX, I spoke with a representative who informed me that the block was due to a system-generated <em>fraud</em> alert. I was <em>told</em> it would take XXXX hours to be reviewed."]},"sort":[17.448772,"14017981"]},{"_index":"complaint-public-v1","_id":"2731026","_score":17.216743,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX, XXXX, XXXX and XXXX XXXX noticed fraudulent charges on their Bank of Oklahoma checking account. Bank of Oklahoma resolved this issue quickly. On XXXX XXXX, XXXX, there were additional fraudulent charges. The fraudulent charges continue to rack up along with overdraft charges in the amount of {$32.00} five times a day. This has caused our account to be negative. When we tried to dispute the charges and resolve the issue, one of the steps we took was to close the account ( we thought ) and open a new checking account still with Bank of Oklahoma. We were told the dispute would be resolved within two days. This was hardly the case, as two weeks later we had to visit a physical branch location once again to resolve the problem. \nWe have been loyal customers for over five years, but this loyalty was not returned with the superior customer service that they claim in all advertisements and branches. We went to the bank at XXXX and XXXX to try and once again resolve the open issues. XXXX spoke with the branch manager XXXX and five separate individuals in the fraud department to attempt resolution. XXXX XXXX, the fraud department head, informed us that Bank of Oklahoma believes that XXXX not only made the charges herself but that she is attempting to extort this money from Bank of Oklahoma. \nAdditionally, when the new account was opened, XXXX, a bank worker, wrote the pin down on a post-it note and stuck it to the paperwork given back to XXXX. This is apparently against bank policy as when this was told to XXXX she shook her head as if this was impossible. \nXXXX informed XXXX and XXXX that not one of the disputes would be resolved and that they would be leaving the bank with nothing but accusations. This failure to assist a customer in their greatest time of need is nothing short of astounding.","date_sent_to_company":"2017-11-16T09:35:05.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"73162","tags":"Servicemember","has_narrative":true,"complaint_id":"2731026","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BOK FINANCIAL CORP","date_received":"2017-11-16T09:20:16.000Z","state":"OK","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["XXXX spoke with the branch manager XXXX and five separate individuals in the <em>fraud</em> <em>department</em> to attempt resolution. XXXX XXXX, the <em>fraud</em> <em>department</em> head, informed us that Bank of Oklahoma believes that XXXX not only made the charges herself but that she is attempting to extort this money from Bank of Oklahoma. \nAdditionally, when the new account was opened, XXXX, a bank worker, wrote the pin down on a post-it note and stuck it to the paperwork given back to XXXX."]},"sort":[17.216743,"2731026"]},{"_index":"complaint-public-v1","_id":"9493163","_score":17.142046,"_source":{"product":"Checking or savings account","complaint_what_happened":"Fraud was committed on my personal checking account with PNC Bank PNC reactivated my ex-wifes alimony payments. \nWe filed a PNC Dispute on XX/XX/year> : Confirmation is # XXXX. \nPNC denied the claim on XX/XX/year> saying the alimony payment was valid. They never called us to find out if it was valid. We were not sure how they arrived at this erroneous conclusion. \nWe then met with PNC XXXX XXXX on XX/XX/year> to reinitiate the dispute that was previously denied. The staff we met with was XXXX XXXX, XXXX, XXXX. She refiled the dispute. \nPNC again denied the second claim again on XX/XX/year> saying it was valid. Unfortunately, the dispute department clerk never called to validate this. \nWe refiled the complaint again for the third time and received denial again on XX/XX/year>. Again, no one called us to validate what happened. \nXX/XX/year> : We contacted the PNC Fraud Department directly. XXXX, the agent we talked to, said that the PNC Dispute Department does not talk to the PNC Fraud Department on fraud claims. XXXX? Are you serious? He then stated, We have reviewed this transaction and we know it was NOT you. When we asked for the XXXX address of the hacker, they refused to provide it. \nA fourth attempt on this claim has been made was verbally it was a valid transaction, we debated, they said they would get back to us. They never did. \nHere are the facts why it is NOT a valid transaction : XXXX. PNC activated a recurring payment to ex-wifes XXXX XXXX XXXX  alimony account that had been stopped 3 years earlier when my court-ordered responsibility was fulfilled. \n2. PNC said I mustve done it by mistake when I was doing a 1-time payment to my XXXX bank personal account from PNC. This is factually wrong because of the following evidence : a. It was the wrong amount. {$2500.00}, not the {$2000.00} I was moving to XXXX Bank. \nb. Reactivating a recurring alimony payment to an ex-wife after alimony was completed is beyond reason. Why would someone do this? I didnt. \nc. PNC said it could have been because I pushed the wrong account button for the transfer to Chase and hit my ex-wifes XXXX XXXX XXXX account by mistake. This is impossible because : i. This fraudulent transaction was not a one-time transaction as the XXXX transaction was, but was set up as a recurring transaction. So a simple mis-pushed button is impossible when you set up a recurring transaction because to set up a recurring transaction you have to push a LOT of other buttons/fields : XXXX. Click a separate link to make it Recurring 2. Enter a Start Date 3. Enter a Frequency 4. Enter a Duration 5. Enter a Memo 6. Then Submit ii. Doing ALL THIS BY MISTAKE is impossible. \nd. This fraud was committed at XXXX when I was sleeping. \nXXXX When I called the PNC Fraud Department to get the IP address of that fraudulent transaction, they refused to give it to us but told us several times that they know it was not me. \n\nClearly, I was hacked and the PNC Fraud Department knows it was not me doing that transaction at XXXX. I don't if it is possible that my ex-wife had access to old login information for this account and committed the fraud or if it was a hacker. PNC Fraud Department refuses to tell me who it was. The only other possibility is that the PNC software system has a glitch that inadvertently reactivated a recurring transaction that had been deactivated years earlier.","date_sent_to_company":"2024-07-13T17:19:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"21136","tags":"Older American","has_narrative":true,"complaint_id":"9493163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2024-07-13T16:12:26.000Z","state":"MD","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Doing ALL THIS BY MISTAKE is <em>impossible</em>. \nd. This <em>fraud</em> was committed at XXXX when I was sleeping. \nXXXX When I called the PNC <em>Fraud</em> <em>Department</em> to get the IP address of that fraudulent transaction, they refused to give it to us but <em>told</em> us several times that they know it was not me. \n\nClearly, I was hacked and the PNC <em>Fraud</em> <em>Department</em> knows it was not me doing that transaction at XXXX."]},"sort":[17.142046,"9493163"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":304,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":304}]}},"product":{"doc_count":304,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":161,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":137},{"key":"Savings account","doc_count":17},{"key":"Other banking product or 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