{"took":323,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":14,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"16729446","_score":23.816133,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"On XX/XX/XXXX, I discovered an inquiry on my XXXX  report initiated by XXXX XXXX, a part of XXXX, on behalf of Net Pay Advance. I did not apply for any loan or service with Net Pay Advance, nor did I authorize this inquiry. This indicates a fraudulent payday loan was opened using my personal information without my knowledge or consent due to identity theft.\n\nI attempted to contact Net Pay Advance by phone at XXXX to report this fraudulent activity and reach their fraud department, but I was unsuccessful in getting assistance or resolving the issue through their customer service channels. \n\nI am currently attempting to file an official Identity Theft Report with the Federal Trade Commission, but their website IdentityTheft.gov is unavailable due to the ongoing government shutdown ( to verify this please go to https : //www.identitytheft.gov/ and see the provided message at the top ), hindering my ability to provide standard documentation at this time. This loan is entirely fraudulent, and I am the victim of identity theft. \n\nI have attached my full XXXX  report. The fraudulent inquiry from Net Pay Advance can be seen at the top of Page 3 of the attached report. I have also attached the alert that I received from a service I subscribe to called \" XXXX XXXX  that initially notified me of the fraudulent inquiry on XX/XX/XXXX.","date_sent_to_company":"2025-10-21T18:51:04.000Z","issue":"Received a loan you didn't apply for","sub_product":"Payday loan","zip_code":"770XX","tags":null,"has_narrative":true,"complaint_id":"16729446","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Net Pay Advance, Inc.","date_received":"2025-10-21T18:33:25.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I attempted to contact Net Pay Advance by phone at XXXX to report this fraudulent activity and reach their <em>fraud</em> <em>department</em>, but I was <em>unsuccessful</em> in <em>getting</em> <em>assistance</em> or <em>resolving</em> the <em>issue</em> <em>through</em> their customer service channels."]},"sort":[23.816133,"16729446"]},{"_index":"complaint-public-v1","_id":"5925568","_score":17.593554,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Beyond XXXX aka XXXX XXXX XXXX Angles keeps charging my Capital One credit card for {$190.00} per month after I cancelled my business with this merchant and sent multiple letters to the merchant to stop charging my card. I received one phone call from the merchant agreeing to stop charging my card. \nXX/XX/XXXX. I never signed a contract authorizing recurring charges on my card for a specified time period and I do not have a contract with this merchant. This merchant keeps charging my card without my consent and contrary to stating that the merchant has cancelled my account and will no longer charge my card ( My cancellation was confirmed by the owner of XXXX XXXX XXXX XXXX in XX/XX/XXXX for charging dating back to XX/XX/XXXX going forward to now. My credit card was manually added by the merchant to their credit card payment system every month in order to charge me monthly as advised by Capital One. \nI have opened multiple claims/disputes with Capital One to stop the merchant from charging my card. I am being told by Capital one that a ) they have blocked the merchant successfully from charging my card. Then the charge hits my credit card account again, Capital one will say I'm sorry but the block on the merchant was unsuccessful. Capital One advised me that the only way to block XXXX XXXX XXXX  from charging my card is to get a new card issued to me. I took their advice and was inconvenienced with having to contact my auto pay accounts with my card number and wait additional time for a new card because Capital One screwed up my card order and sent the new card to the wrong address. After I received the new card, XXXX XXXX XXXX was still able to put the {$190.00} charge through to my account. I was told on XX/XX/XXXX by an account specialist supervisor that I have to contact XXXX XXXX to block the charge. Then I was told by the fraud department XX/XX/XXXX that they needed to cancel auto update on my account to stop the merchant from billing my card. The Capital one Fraud department assured me that they cancelled auto update on my credit card and XXXX XXXX XXXX  will not be able to charge my card. This was also not true. The merchant 's charge hit my account on XX/XX/XXXX. Then I called Capital One customer service disputes dept again on XX/XX/XXXX and was reassured again by an irritated customer service agent that the block has been successully placed on the merchant and that merchant will not charge me again. Fast forward to XX/XX/XXXX The merchant tried to charge my card again. I called customer service XX/XX/XXXX to try to resolve the issue and was told to file a FTC charge by XXXX and that Capital One will get to the bottom of the issue. XXXX said he has to connect with a SR account specialist in order to solve the issue. The Sr. Account specialist XXXX XXXX read from a script didnt listen to the information I told her after asking me to repeat what I told XXXX. She said she could not do anything because the charge is not set up as a recurring charge and that I have to speak to the merchant face to face. \nI got transferred to the Fraud department and spoke to \" XXXX ''. He was not knowlegeable about his department. Kept repeating the same thing over and over while mumbling and stumbling over his words. I ask about auto update on my account he is clueless and asks \" what do I need to know about this for? '' He says I can't do anything about auto update and just repeats the transaction activity that is on my account. I ask to speak to a supervisor he says sure and put me on hold for a very long time just to come back on the line and tell me that I have to call back tomorrow because the supervisors are not available then he says the supervisors have no hours today. I have spoken to supervisors on Sat and Sunday. I am left with a recurring charge on my account from a merchant according to capital one is manually entering my credit card information each month to charge my account. I have spoken to the merchant and the merchant agreed to stop charging my card. Capital One keeps giving me the run around regarding this issue or they are clueless and can not answer my questions or offer any assistance. Out of desperation, I had to run up my balance so that the merchant 's charge will be declined to \" alert '' the merchant that they are still charging my card as well as test to see if Capital One 's latest assurance that they have taken care of the issue was indeed true. XXXX","date_sent_to_company":"2022-08-28T17:54:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90807","tags":null,"has_narrative":true,"complaint_id":"5925568","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2022-08-28T16:29:50.000Z","state":"CA","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 called customer service XX/XX/XXXX to try to <em>resolve</em> the <em>issue</em> and was told to file a FTC charge by XXXX and that Capital One will <em>get</em> to the bottom of the <em>issue</em>. XXXX said he has to connect with a SR account specialist in order to solve the <em>issue</em>. The Sr. Account specialist XXXX XXXX read from a script didnt listen to the information I told her after asking me to repeat what I told XXXX."],"sub_issue":["Credit card company isn't <em>resolving</em> a dispute about a purchase on your statement"]},"sort":[17.593554,"5925568"]},{"_index":"complaint-public-v1","_id":"6201575","_score":17.308794,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"RE : Notice of disputed charge Claim XXXX XXXX XXXX XXXX XXXX XXXX  Acct Ending : XXXX ( closed ) Reissued Acct : XXXX ( closed ) Dear XXXX XXXX, After repeated attempts to counter a fraudulent charge for {$5700.00} on my account ending in XXXX, I have been refused assistance for any level of resolution. Upon potentially affecting my credit standing and knowing that this process has already gone into two ( 2 ) months, I am bringing this to your direct attention. \n\nBy carefully documenting my outreach and systematically following up on any progress, I am documenting a deliberate pattern of inaccurate and improper procedures following my fraudulent claim. \nWhile being a customer for over 20 years, I am sending this formal complaint in my recording of the repeated attempts at resolving this ongoing issue : 1 ) On my credit card account, I have directly assigned a fraudulent alert whereby, I hadnt received one detecting this claimed charge. \n2 ) My recurring charge/payment for this account has been with XXXX XXXX XXXX This can be traced in charge history. \n3 ) A fraudulent charge ( XX/XX/XXXX ) had been incurred at XXXX XXXX XXXXXXXX ( unverified if online or in-store ). This was not verified for accuracy of charge on the card nor with myself - the charge card owner. \n4 ) NO ONE had called/texted from BOA regarding any verification or level of fraud alert OR from the fraud department as indicated : a. Per BOA website directions : Contact the merchant. Although not required, it sometimes can be faster and simpler for you to resolve any issue directly with the merchant. This was not afforded because evidence of charge or contact information was not provided by BOA upon repeated requests. \n5 ) Repeatedly calling customer service fraud department has proven unsuccessful.\n\n6 ) BOAs website itself provides little to NO concrete resolution process and phone numbers that ultimately lead to no direct course of action.\n\n7 ) Based upon this fraudulent charge and knowing that both cards are currently closed ( not by my request ) - the one original card ( XXXX ) and the replacement card ( XXXX ) - and BOTH STILL HAS NOT BEEN received to this day via mail ; clearly, this proves that BOA has not properly provided a reasonable reason for closure or proper customer service for a resolution. \n8 ) As further recorded evidence ( XX/XX/XXXX ), spoke to a customer service rep in Fraud Department, XXXX, as she claimed, BOA doesnt have to provide proof for fraudulent charges and BOA has the discretion to close cards without customer consent. From this level of disconnect, she has supported this unsettling discourse and rationale for a company that does not provide any customer service resolution. \nDespite her trying to be helpful and ( hopefully ) putting this recording of my call on record, my further requesting to directly speak to a supervisor, as noted by her, I can only reach out by email or text message alerts and ... upon a supervisor not speaking with me ( XXXX XXXX directly and letting me know theres nothing more can be done because the merchant provided proof and I ( myself ) closed out the account. This level of poor fact-checking and resolution process has proven unacceptable. \nFurther reviewing and scrutinizing customer complaints, Ive discovered my problem is not coincidental and systemic as listed in your companys website link - repeatedly, this is what has been said and recorded in the past/recently : a ) XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Upon voraciously reading this level of documented evidence/information, and going through my current situation, this pattern of deception appears extremely evident and disturbing. For anyone having experienced this lack of accountability, I would think as a CEO of a central banking institution that you would address this systemically and/or company-wide. \nMoreover, after discovering a recent letter ( XX/XX/XXXX ) sent to you, XXXX XXXX, about raising concerns regarding BOA recent decision to eliminate free checking eBanking accounts, this raises a red flag about how similar conflicting issues are being conducted for filing fraudulent claims and with repeated inconsistent effort in resolving any of them whether in person at a local branch or via customer service. Therefore, I am reaching out for assistance because of poor civic engagement and having addressed the potential exposure to your companys questionable practices. Maybe, I can find outside support for this lack of accountability, and I will further report this to Consumer Financial Protection for outreach, too. \nWith my researching further and reviewing countless complaints documented online, this has seemingly led to a pattern of deceptive practices, whereby, I am now experiencing a level of concern for fraudulent practice ( s ) by Bank of America, itself. Hence, I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account so that I get an accurate statement reflecting changes, and reissued a replacement card as originally requested.","date_sent_to_company":"2022-11-14T21:55:34.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"11216","tags":null,"has_narrative":true,"complaint_id":"6201575","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-11-14T21:05:43.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This was not verified for accuracy of charge on the card nor with myself - the charge card owner. \n4 ) NO ONE had called/texted from BOA regarding any verification or level of <em>fraud</em> alert OR from the <em>fraud</em> <em>department</em> as indicated : a. Per BOA website directions : Contact the merchant. Although not required, it sometimes can be faster and simpler for you to <em>resolve</em> any <em>issue</em> directly with the merchant."],"sub_issue":["Credit card company isn't <em>resolving</em> a dispute about a purchase on your statement"]},"sort":[17.308794,"6201575"]},{"_index":"complaint-public-v1","_id":"10240639","_score":13.815128,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to file a complaint against the Bank of New York Mellon ( BNY Mellon ) for their mishandling of clear and repeated fraudulent transactions on my account. Their failure to protect my funds, combined with an inadequate investigation and refusal to provide proper reimbursement has left me in severe financial distress. As a full-time dental student with limited resources, I urgently need assistance in resolving this issue. \n\n\nOn XX/XX/XXXX, I logged into my XXXX XXXX account to verify that my rent had been paid, as the auto-pay feature through my apartments website was malfunctioning. Upon checking, I discovered several unauthorized XXXX purchases pending on my account. These purchases had been made using my XXXX XXXX debit card, which accesses my money market funds. However, I knew I had not made any XXXX purchases or used this debit card for any transactions, prompting me to immediately contact my XXXX XXXX financial representative. \n\n\nAfter further investigation, it became clear that my debit card had been fraudulently used numerous times with the first unauthorized transaction occurring on XX/XX/XXXX. My XXXXinancial advisor informed me that XXXX XXXX outsources its banking card services with BNY Mellon and provided their contact number to report the fraud and cancel the compromised card ending in XXXX. \n\n\nOn the morning of XX/XX/XXXX, I contacted BNY Mellon and spoke with a representative named XXXX ( sp. ) in their card services department. I reported the fraudulent charges, had my debit card canceled, and reviewed every fraudulent transaction with her. Together, we compiled a report, and I was assured that an investigation would be conducted and that reimbursement should follow if the charges were a result of theft. The total theft amounted to {$5500.00}, spanning from XX/XX/XXXX, to XX/XX/XXXX ( including a charge of {$74.00} that was processed on XXXX after the card was canceled ). I was informed I would receive a decision letter from BNY Mellon Fraud Dept. within 10 days. \n\n\nTo my shock, on XX/XX/XXXX, I received a letter from BNY Mellon stating that I would only be refunded for the first 60 days of fraudulent activity, beginning XX/XX/XXXXXXXX XXXX XXXX They offered to refund a mere {$940.00} of the {$5500.00} that was deemed stolen. This decision is both unreasonable and unacceptable and financially devastating to me. Not only did BNY Mellon omit 9 days of actual fraud activity by arbitrarily setting the 60-day start date to XX/XX/XXXX instead of XX/XX/XXXX ( the date of the first fraudulent transaction ), but they provided no explanation of any investigative actions taken or instructions on how to appeal their decision. \n\n\nAfter receiving this letter, I called the number they provided and left a message with the representative at extension # XXXX, requesting a return call to discuss this outcome and the steps to file an appeal. Despite multiple attempts throughout the day, my calls went unanswered, going directly to voicemail. I then contacted the original representative from BNY Mellon who helped file my report, and she informed me she would forward my message to a supervisor and I should expect a call back that day. As of today, I have not received any follow-up from BNY Mellon despite my efforts. I reported this issue to my XXXX XXXX financial advisor, whose assistant attempted to help but was equally unsuccessful in getting assistance. \n\n\nI have attached all relevant documents, including copies of the fraudulent charges and the letter I received from BNY Mellon. The fraud committed against me is glaringly obvious. Before XX/XX/XXXXXXXX XXXX XXXX I had used this debit card fewer than five times in the last XXXX years and never once for online purchases. Suddenly, beginning XX/XX/XXXX, there were numerous daily online purchases with XXXX and streaming services which should have raised immediate red flags prompting a phone call, email, or text from BNY Mellon to inquire about the validity of charges. Additionally, these purchases were made in XXXX, Florida, and shipped to an address different from the address associated with this card. Despite the dramatic change in transaction behavior with NO evidence of my PIN being required to make these purchases, BNY Mellon failed to notify me of any suspicious activity or flag my account for fraud. BNY failed to exercise even the most basic safeguards that would have alerted me to the theft early on. \n\n\nAs a full-time student, the loss of this money is financially devastating. This account was a XXXX  account turned over from my parents and is used solely for paying school tuition and rent. I was confident my funds were safe as I used the account only for rent payments via ACH and only have it on file at my school for an infrequent XXXX XXXX purchase. I was unaware that my debit card information had been compromised because my card was stored securely in my home, I do not use this card to make purchases, I do not receive paper statements, my rent is paid via ACH, and I was never informed of any data breach that could have led to its misuse, and never received an alert from BNY.\n\nI firmly believe BNY Mellon failed in their duty to detect, prevent, and protect my account from fraud. Their lack of action has placed me in a dire financial situation, as I will now be unable to pay my rent for the remainder of the school year without resorting to a high-interest loan. This is a clear case of fraud that should have been identified and addressed promptly by BNY Mellon. If there have been ANY instances where customers were reimbursed for fraud beyond the 60-day window, then I expect to be treated equally. I am not at fault for this crime, and BNY Mellon should be held accountable for their lack of security measures. \n\n\nI have filed a police report in Tennessee ( Report # XXXX ), which is attached. I also contacted XXXX, who confirmed that the fraudulent purchases were made by an individual with the initials XXXX. in XXXX, Florida. I DO NOT have an XXXX account, have never used this debit card online, and did not flag the card to be used outside of my home state of TN. \n\n\nI plead to the CFPB for assistance in helping me resolve this matter to ensure that I am reimbursed the full {$5500.00} stolen from my account, as I am running out of options and funds. BNY Mellons refusal to fairly address this situation and inability to safeguard my account from obvious prolonged fraudulent activity is negligent. \n\n\nThank you so much for your help! I have nowhere else to turn and am hopeful you can help me.","date_sent_to_company":"2024-09-25T21:32:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"38305","tags":null,"has_narrative":true,"complaint_id":"10240639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF NEW YORK MELLON CORPORATION, THE","date_received":"2024-09-25T20:40:26.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I reported this <em>issue</em> to my XXXX XXXX financial advisor, whose assistant attempted to help but was equally <em>unsuccessful</em> in <em>getting</em> <em>assistance</em>. \n\n\nI have attached all relevant documents, including copies of the fraudulent charges and the letter I received from BNY Mellon. The <em>fraud</em> committed against me is glaringly obvious. Before XX/XX/XXXXXXXX XXXX XXXX I had used this debit card fewer than five times in the last XXXX years and never once for online purchases."]},"sort":[13.815128,"10240639"]},{"_index":"complaint-public-v1","_id":"3216380","_score":13.683699,"_source":{"product":"Checking or savings account","complaint_what_happened":"Problem : Numerous fraudulent/unauthorized charges to my Bank of America checking account by the company known as XXXX from XX/XX/XXXX to XX/XX/XXXX. \nTimeline : Date Action Amount Remarks XX/XX/XXXX XXXX   unauthorized charge {$140.00} Filed claim immediately w/ BOA XX/XX/XXXX Bank of America credit after claim {$140.00} Cancelled debit card, received new card. Assumed issue with XXXX  charges was resolved XX/XX/XXXX XXXX  unauthorized charge {$150.00} Went unnoticed by me ( claim not filed ) XX/XX/XXXX XXXX unauthorized charge {$150.00} Went unnoticed by me ( claim not filed ) XX/XX/XXXX XXXX unauthorized charge {$150.00} Went unnoticed by me ( claim filed, approved ) XX/XX/XXXX XXXX unauthorized charge {$1300.00} Claim filed in XX/XX/XXXX, approved by BOA XX/XX/XXXX Reported XXXX unauthorized charge to BOA via phone ( XXXX-XXXX-XXXX  ), filed claim against XX/XX/XXXX and XX/XX/XXXX charges for {$1500.00} ( {$1300.00} + {$150.00} ). Claim # : XXXX. Cancelled debit card, received new card. \nXX/XX/XXXX Bank of America credit after claim {$1300.00} BOA approved credit for XX/XX/XXXX unauth charge XX/XX/XXXX Bank of America credit after claim {$150.00} BOA approved credit for XX/XX/XXXX unauth charge XX/XX/XXXX XXXX unauthorized charge {$150.00} Claim filed, disapproved XX/XX/XXXX Recd letter from BOA, dated XX/XX/XXXX, detailing approval of claim XXXX for {$1500.00} for unauthorized charges from XX/XX/XXXX and XX/XX/XXXX. \nXX/XX/XXXX XXXX  unauthorized charge {$1600.00} Claim  filed XX/XX/XXXX with BOA, disapproved XX/XX/XXXX Filed fraud claim with BOA via phone for XX/XX/XXXX fraudulent charge of {$1600.00}, claim # : XXXX ; and XX/XX/XXXX fraudulent charge of {$150.00}, claim # XXXX. Cancelled debit card, received new card. \nXX/XX/XXXX Recd letter from BOA, dated XX/XX/XXXX, denying claim # XXXX ( XX/XX/XXXX, {$150.00} charge ), stating that charges were authorized and posted correctly. \nXX/XX/XXXX Recd letter from BOA, dated XX/XX/XXXX, denying claim # XXXX ( XX/XX/XXXX, {$1600.00} ), stating that charges were authorized and posted correctly. \nXX/XX/XXXX Contacted BOA via phone ( XXXX-XXXX-XXXX ) concerning denied claims # XXXX and XXXX. New claims were filed instead of re-opening denied claims. New claims XXXX ( XX/XX/XXXX fraudulent charge of {$1600.00} ) and XXXX ( XX/XX/XXXX fraudulent charge of {$150.00} ) were opened. \nXX/XX/XXXX Recd letters from BOA, dated XX/XX/XXXX, stating that new claim XXXX, filed XX/XX/XXXX, was a duplicate of claim XXXX ( XX/XX/XXXX, {$150.00} charge ), which was filed XX/XX/XXXX, then denied by BOA XX/XX/XXXX. \nXX/XX/XXXX Recd letters from BOA, dated XX/XX/XXXX, stating that new claim XXXX, filed XX/XX/XXXX, was a duplicate of claim XXXX ( XX/XX/XXXX, {$1600.00} charge ), which was filed XX/XX/XXXX, then denied by BOA XX/XX/XXXX. \nXX/XX/XXXX Visited BOA, XXXX XXXX XXXX branch on XXXX XXXX, XXXX appointment. Bank officer took my information and concerns, then phoned the same claims phone number I used to make all of my previous claims with BOA. In other words, this local branch, at least, does not provide any sort of local relief to fraud claims. All claims are referred, and handled by their centralized fraudulent claims department, and not in house at the branch office. She explained the situation as best she could to the fraud rep on the other end of the phone, but subsequently, the fraud department claimed that they could not approve the fraud claims for {$1600.00} and {$150.00} ( the last two claims I made, from fraudulent charges on XX/XX/XXXX, and XX/XX/XXXX. The reason stated by the on phone BoA fraud rep was that I had logged into my account, but waited seven days before reporting the fraudulent charges to BOA. I attempted to explain to the on phone fraud rep that the new fraudulent charges to my account were exactly the amount total of my last two previously approved claims ( {$1500.00} ), along with an additional {$150.00}, the exact amount that is showing as a recurring charge to my account. The BOA phone rep could not make the connection ; I was told that new claims are unrelated to older approved claims and can not be connected, even though there is a conclusive logical connection between the charges. I explained to the fraud rep on the phone that I did not see the charge/s, even though I had logged into my account, and that perhaps I was depositing a check or doing something else in my account at the time, and not scrolling through my account transactions. I explained that I had not seen the charges earlier, and that I filed a claim immediately upon discovering the fraudulent charges ; however, BOA fraud rep on the phone refused to honor the claim and reimburse me the fraudulent charges. I was informed that I could re-open disapproved claims XXXX and XXXX after I had filed a police report, and contacted XXXX directly in an attempt to recover funds fraudulently charged to my BOA account. BOA seems to be very bad at math. \nIf I choose to reopen the claims, I am to then fax ( XXXX-XXXX-XXXX ), or mail all police reports, contact details with XXXX, additional information to support my claim, and a memo stating that I did not make these charges. I attempted to explain to the in-office BOA rep, and fraud rep on the phone that I had no additional information about the XXXX fraud because I didnt make the charges, and was not receiving any services from XXXX. I explained that I did not know who would have made the fraudulent charges, and that I did not know any XXXX account numbers or any other info about the charges in question. It did not seem to matter, BOA was unmoved. BOA offered no support or indication that I would be reimbursed for the fraudulent charges to my account, even with the direct, logical link to previously approved fraud claims. BOA however did state that they would consider re-opening the two disapproved claims, if I fully complied with their instructions noted above. \nXX/XX/XXXX Phoned XXXX/XXXX fraud line, XXXX-XXXX-XXXX  to report these unauthorized charges. Was told that I could not be helped over the phone because they only handled security issues, and that I would need to send their affidavit, proof of residence, and a copy of my drivers license to : XXXX Customer Security Assurance, Attention Fraud Department, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX. I was told that they would contact me when they received the information to discuss. I was also told that they NO longer require a police report to be included in the information sent to them to conduct their investigation. I may also fax them the information at XXXX Customer Security Assurance, Attention Fraud Department, XXXX-XXXX-XXXX. \nXX/XX/XXXX I notified XXXX of the fraud by filing an Identity Theft Claim with their fraud department. I sent them a copy of my drivers license and proof of my continued residence at my current address, here in XXXX, FL, from XX/XX/XXXX to present. XXXX no longer requires a police report be filed with this claim. I filed the claim with XXXX ( mail ), sent to them XXXX XX/XX/XXXX, complete with their affidavit, proof of residency, photo copy of my state drivers license, and copies of my BOA statements, highlighting the fraudulent charges. I have attempted to get the account information from XXXX several times unsuccessfully, spending many hours on hold in the process. XXXX  reps are unable to assist me due to me not having any information about the account in question, and they are actually suspicious of me asking about it, its really quite unbelievable. Thus, I get the feeling from speaking with them that they will not support my claim since I know nothing about the account that is withdrawing money from my account. I have spoken to every section of XXXX about this, and no one there is willing, or able to assist me. All attempts end in a dead end. Bank of America, and/or Visa must help me in this matter so that I can recover my stolen money. XXXX fraud reps also told me several times that this was a matter for my bank, not them. Everyone I spoke with said that is was someone elses responsibility, not their department. \nAfter filing the XXXX fraud claim, I was contacted by XXXX/XXXX Claims department on XX/XX/XXXX, via phone message that stated that they did not have adequate information to continue with my claim, and that I would need to contact them to request continuation. I called them immediately at the number provided, XXXX.XXXX.XXXX. After an hour on hold, I was told on the phone that since it was unlikely that an account was opened using my social security number, that I would need to contact my bank to resolve the issue, and that XXXX/XXXX  could not assist me. I attempted to explain to the rep that I had contacted my bank, and they told me that I needed to file a claim with XXXX to get resolution. Again, I was told that they could not assist, but that they would escalate the claim, but to expect disapproval since they believe Identity Theft did not occur, that it was an issue for my bank to resolve. I was told that they can only assist if actual identity theft had occurred. I attempted to argue as to how someone could open an XXXX account in my name without identity theft, they told me that they did not know ; contact my bank. I was then asked by the fraud department to contact XXXX/XXXX  billing department to request details about the account, so I asked for a transfer. After speaking with 6 different people, including the video repair department, I was finally connected to billing. I explained that I was a victim of fraudulent XXXX  charges on my bank account, and if they could help. When asked, I told the person on the phone that I did not know the account number because I did not open the account, and that I did not know anything about the account other than the recurring charges on my bank account. I gave the rep my social security number to try and look up the account that say, however after doing so, she told me that she could not assist me any longer, and that there was no further information she could give me about the account and referred me to their Customer Accounts department. Customer Account rep told me that he could not assist without me providing information about the account. Again, I told him that I didnt open the account, so I did not have any information, and that thats the reason Im calling is to try and get is stopped. I was then advised to research the account information on my credit reports and call XXXX back when I located the account info, that this was the only way they could help me. Ive checked all three of my credit reports and XXXX is not showing on any of them as an account I have, or have ever had. I can provide these credit reports to BOA upon request. After several additional sessions of being on hold for 40 minutes, then having a disconnection after that time with XXXX, Ive given up and am again asking Bank of America to resolve this issue. I have all phone conversations recorded if Bank of America needs them. XXXX customer service phone number is XXXX.XXXX.XXXX ; this is the number I phone several times in an attempt to reach their customer accounts rep, with no success. \nI attempted to file a police report, but was told by XXXX County Detective XXXX, in XXXX, Fl, that there was nothing they could do without details about the fraudulent XXXX account. He told me that if they contacted XXXX that they would need account details. I explained to him that I had not opened the account, and thus, I had no details about it. I asked for him to file it anyway, because my bank, Bank of America, requires me to file a police report in order to get their assistance. He again said that there was nothing he could do, and handed me a sheet of paper of where to report Identity theft via an internet website. I however, after insisting, started a case file about this incident with the XXXX Sheriff Department, and the reference number is : XXXX-XXXX. My feeling is that XXXX Sheriff Dept will not allow me to file a report with about additional information from XXXX, which they refuse to provide. This whole system seems to favor the criminal at every step. If a police report is absolutely required, please send me a letter or document formally requesting a police report be filed, so that I can present this to the local police department, so they will be compelled to allow me to report this fraud. Please feel free to contact Deputy XXXX @ XXXX-XXXX-XXXX or XXXX, he will likely remember me stopping in to see him and can explain why he didnt file a report, if you need to hear from him. \nIn summary, I was fraudulently charged {$3700.00} by XXXX from XX/XX/XXXX to XX/XX/XXXX, and have only recovered {$1600.00} by opening two separate fraud claims against XXXX with Bank of America that were approved. Bank of America, now, has indicated that they will not pay the remaining amount because it is not fraud. I have indicated to them several times that this is not my XXXX  account, and that I have not now, nor ever received products or service from XXXX or XXXX.. Bank of America , after crediting my account twice, with two claims, has denied my last two claims, both without sufficient justification to me. I request that BOA credit my BOA checking account the difference of {$2100.00}. I have placed a Stop Payment alert on my debit card for XXXX in an effort to prevent future fraudulent charges. I have emptied my bank account to prevent further unauthorized charges. I will soon, within a week or so, close my Bank of America checking account, and only leave a single savings account open. \n\nBoth Bank of America, and XXXX have all available documents I can provide, thus I will not attach any at this time. Notify me if you need any particular document, and I'll send.","date_sent_to_company":"2019-04-18T04:49:59.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"325XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3216380","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-04-18T03:01:10.000Z","state":"FL","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":["After an hour on hold, I was told on the phone that since it was unlikely that an account was opened using my social security number, that I would need to contact my bank to <em>resolve</em> the <em>issue</em>, and that XXXX/XXXX  could not assist me. I attempted to explain to the rep that I had contacted my bank, and they told me that I needed to file a claim with XXXX to <em>get</em> resolution."]},"sort":[13.683699,"3216380"]},{"_index":"complaint-public-v1","_id":"7094938","_score":13.241129,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, at or around XXXX XXXX, I drove up the drive-thru ATM banking lane at Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX I initially tried to use the first available ATM located in the last lane of the drive-thru bay. Since the machine was malfunctioning, and not responding to touch commands on the screen ; although inconvenient and kinda sketchy, I drove around to the 2nd machine, which was in the first lane of the drive-thru bay to try the transaction again. The machine ( ID - XXXX ). \n\nWhen I tried to make the deposit, the machine, XXXX asked if I was depositing cash or checks. A note on the machine instructed not to place more than XXXX bills in the slot at a time. I touched cash on the monitor, and the cash slot opened where I then placed only XXXX, crisp and new {$100.00} bills to be deposited to my checking account number ending XXXX. The machine took all of the bills, made some noises as if it was counting or organizing the bills, then asked again if I was depositing cash or checks, to which, I again selected cash. At this time, the machine again opened the bill slot so more cash could be entered, however, I had already given the machine all XXXX bills for the {$2000.00} deposit. The only other option it gave me was to select DONE. When I did that, it closed the transaction without giving me the credit for the {$2000.00}, and only my pre-deposit balance amount of {$180.00} was showing on the screen. It did not print a receipt showing the correct balance of {$2100.00}. \n\nI came inside the branch, understandably upset, and finally got some assistance beyond being given a business card and being told to call the Fraud Claims team to file a claim. After being transferred several times, I finally reached someone named XXXX or XXXX, who told me their department didn't speak to customers. After a few terse exchanges, she then unceremoniously yelled at me stating \" That's the reason we don't speak to customers '' after I showed aggravation at her asking me if I needed Spanish or English Customer Service; and then she hung up on me! Her disrespectful response was rude. Additionally, it was condescending and unnecessary for her to ask me if I needed Spanish or English customer service when we had only been speaking English to start with. \n\nAt the bank, XXXX and XXXX, finally offered me seating in a cubicle, as I had been standing out in the lobby where other customers watched in amusement while I tried to get help. They assisted me with filing the claim, and requesting an escalation so that the funds could be quickly \" temporarily '' deposited to my account, as this sort of thing happens with the bank 's ATMs, and the claim could take several days to be resolved. In fact, the bank 's staff explained that one of the machines had received service earlier this week and perhaps that might have been the cause for the service. \n\nI was told that escalating the matter would bring the appropriate awareness to the situation, and the funds would be deposited into my account within 24 hours. I would also receive a call from a bank branch employee with an update because the branch manager personally wanted to make sure the matter was handled. \n\nWhen I didn't hear from the bank 's manager, XXXX, or XXXX, today, I tried calling the branch directly but could not reach anyone. So I then reached out to the fraud team at XXXX. After being placed on hold for over 30 minutes and speaking with XXXX, then 3 different \" supervisors '' XXXX, XXXX, and XXXX, I was informed the request to issue a provisional credit was denied because they needed 2 weeks to fully research what occurred. In the meantime, they could do nothing regarding my missing money, and could not advise me on what I should do regarding my financial responsibilities while I wait for the research to be done. It didn't matter that I had been \" a valued Bank of America customer for 23 years ''. I tried several times to escalate to a senior manager but was denied by all so-called \" customer care '' representatives and supervisors. \n\nAfter getting nowhere on the phone, I went back to the bank branch today. Both XXXX and the branch XXXX, XXXX XXXX tried to escalate the request with the fraud team but were unsuccessful. Based on the response they received from the fraud team 's XXXX, XXXX explained that I would have to wait for that team 's research to be completed which entailed an audit of the ATM to determine if it was out of balance. Only then would I be refunded my missing {$2000.00}. XXXX and XXXX were able to determine that a bank courier had serviced the machine earlier today, and it might be possible to have a resolution sometime early next week. Even knowing that, they said the bank could not advance a temporary credit because the machine in question was not XXXX the branch was responsible for. ( even though it was a Bank of America ATM, at a Bank of America drive-thru, on Bank of America XXXX XXXX! ) Having banked with BofA for 23 years, I am pleased to say that I have never had any issues with my accounts. The XXXX time in all my years of patronage that I required assistance, they failed to help. I am saddened and outraged by the lack of basic customer service and the abysmal treatment I have received in this matter. I honestly feel as though I was treated like a scheming, dishonest criminal when I am the victim. The bank not only had XXXX malfunctioning ATM, they had XXXX of them!! They took my hard-earned money, and are now unwilling to remedy this matter that they are fully aware occurs routinely to customers. Now I have to deposit more money to cover my missing {$2000.00}, and wait until someone decides to fix this! They can review the ATM camera footage, which will clearly show I placed bills in that machine that are not appearing in my checking account. They can run a balancing audit to confirm there's at least {$2000.00} out of balance, maybe more depending on how many other customers were robbed this week. But someone needs to do something so I can be made whole. \n\nI get that my account doesn't have thousands of dollars flowing through it, and {$2000.00} is probably insignificant in comparison to the large sums of cash BofA employees manage. However, it's very meaningful to me and my financial needs. Please contact me at XXXX to further discuss an immediate resolution so that my account balance can be corrected. Thank you in advance for your assistance. \n\nRespectfully, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX XXXX Email : XXXX BofA Fraud Claim # XXXX Issue : The bank 's ATM stole {$2000.00} from me and the bank is unwilling to refund me temporarily while they investigate the error with the machine.","date_sent_to_company":"2023-06-09T23:06:56.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"76018","tags":null,"has_narrative":true,"complaint_id":"7094938","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-06-09T21:26:44.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I came inside the branch, understandably upset, and finally got some <em>assistance</em> beyond being given a business card and being told to call the <em>Fraud</em> Claims team to file a claim. After being transferred several times, I finally reached someone named XXXX or XXXX, who told me their <em>department</em> didn't speak to customers."]},"sort":[13.241129,"7094938"]},{"_index":"complaint-public-v1","_id":"4031284","_score":12.395935,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"So I get unemployment on the ( Reliacard ) US Bank, on XX/XX/XXXX find out through a declined purchase these XXXX turned off my card and are refusing me my money because I updated my address on the unemployment website, not even theyre website. Its a secure and gor so angry I hung up. website.I called US Bank on XX/XX/XXXX I called back was told to send a picture of my drivers license and a selfie XX/XX/XXXX over the website verifyusbank.com/Id if I remember correctly and it will take 24 to 48 hours. Not once so us bank contact me to inform me they locked my card and to date my card is still locked. They will not return the money to unemployment and they wont let me have it. Ive asked for supervisor on XX/XX/XXXX and was hung up on. On XX/XX/XXXX I asked for the representatives employee id number and again was hung up on. Us Bank has made no effort to inform me of of any thing actions theyve taken on my account just are keeping my money.I had to call and ask why I cant access my unemployment deposits. \nOn XX/XX/XXXX I spoke with unemployment and two supervisors there who state my account should not be locked. So I went into the bank on XX/XX/XXXX and was told US Bank does not have control of the card but thats a lie because they froze my card. \nOn XX/XX/XXXX I again called as we are way passed 48 hours and they will not contact me re : I.d . Issues nor have they released my funds. And the representatives do not have any info they say. \nSo who os accountable. Us bank denies accountability yet are the ones stealing my money. Visa isnt and refers me to US Bank as does unemployment. The bank is anything but transparent and Im still broke and XXXX  in the cold on XXXX so greedy bankers can go on nice vacations and exploit me when Im most vulnerable. \n\nI read an article in the XXXX Colorado XXXX County news stating XXXX XXXX XXXX has been inundated with fraud complaints exactly like mine since XX/XX/XXXX!!!!!!!!! \nIts very close to my story. I have {$230.00} I can not touch because of this fraud by US Bank. They locked my card access for updating my address on the unemployment secure account website. \nIve never in my life had a bank block me from my money because I updated my address as I am legally bound to do and its a mailing address on another site. \n\nHere is the article below. \n\nUnemployed chef says her U.S. Bank ReliaCard was frozen due to fraud concerns, funds not available Attempts to verify her identity were unsuccessful items. [ 0 ] XXXX By : XXXX XXXX Posted at XXXX XXXX, XX/XX/XXXX and last updated XXXX XXXX, XX/XX/XXXX Editor 's note : XXXX seeks out audience tips and feedback to help people in need, resolve problems and hold the powerful accountable. If you know of a community need our call center could address, or have a story idea for our investigative team to pursue, please email us at XXXX or call ( XXXX ) XXXX. Find more XXXX stories here. \n\n\nXXXX -- The XXXX  XXXX inbox has been flooded for months with messages from viewers who believe they are a victim of fraud involving unemployment claims and the U.S. Bank ReliaCards being used to distribute those funds. \n\nContact  XXXX previously reported on a fraud scheme that is plaguing the Pandemic Unemployment Assistance ( PUA ) program. People often find out they've been victimized when they received a U.S. Bank ReliaCard in the mail, even though they never filed an unemployment claim. \n\nNow, it seems like an attempt to crack down on fraud is preventing unemployed Coloradans from accessing their unemployment benefits. Contact XXXX has received several tips from viewers who say their cards have been frozen leaving them unable to access the funds. \n\n\" I went to use the card and it was declined. I called the number on the back of the card and the woman told me there had been a block or a restriction placed on my card because of the amount of fraud thats been going on, '' said XXXX XXXX. \n\n\nXXXX has worked as a XXXX  for most of her life and has been laid off twice this year. The first time she filed for unemployment was back in the spring, and she used a U.S. Bank ReliaCard to receive those benefits. XXXX said it worked great, so she was planning to use the card again when she filed for unemployment in late XXXX. \n\n\" So I reopened my account for the unemployment and thats when all of the issues started to happen with this card, '' said XXXX. \n\nAfter her card was declined, she was able to reach several customer service representatives at U.S. Bank ReliaCard who told her how to verify her identity. XXXX has made several attempts at proving it is in fact her and that she is unemployed but nothing has worked. \n\nShe has been trying to reactivate the card and access her funds for nearly three weeks now. XXXX said she was instructed to submit a photo of her driver 's license and a selfie. She's submitted the information multiple times, including a copy of her passport and Social Security card in case anyone had doubts about her identity. \n\n\" When I called to sort of check the status of whats going on, they cant really give me any information on why the hold on my card hasnt been released, '' said XXXX. \" They said they couldnt verify my identity, which is kind of weird. '' Contact XXXX has reached out to U.S. Bank ReliaCard and the Colorado Department of Labor and Employment to see if they can sort out this issue out for XXXX. Until the problem is resolved, there is more than {$400.00} on her card that she is unable to access. \n\n\" It is very stressful and its just frustrating because no one that Ive been able to get a hold of on the phone can give me any answers, '' said XXXX. \n\nIf you have received a U.S. Bank ReliaCard but did not apply for unemployment benefits, officials are advising you to destroy that card and file a report on the ReliaCard website. You should also notify the state unemployment agency that paid the benefits of potential fraud and take precautions to mitigate identity theft. Here 's the link where you can report potential fraud in Colorado. \nObviously this article is scattered but its real. \n\nI need that money. \nThats why they approved me for it. \nWhy is this still happening!!!!!!!! \nI know theyre stealing federal funds from claimants and its evil. \nOn XX/XX/XXXX I XXXX XXXX XXXX who owns Visa and I called XXXX  thebank listed on the card who transferred me back to US Bank where I kept getting hung up on. I made a pointless complaint to the Federal Trade Commission Yet despite complying with their ridiculous verification process, I still can not access my money. \n\nNot once have they contacted me about this. \n\nI contacted them when I asked for a supervisor and the operators. id number I was hung up on twice. \n\nI get up, read the news and imagine my dismay when I see an article about us bank stealing unemployment checks since XX/XX/XXXX freezing/locking accounts under the guise of security. \n\nAnd thats just XXXX. \n\nImagine how much money theyre stealing in the USA daily. \n\nTheyre stealing from the federal government and its citizens and its ok?!?! \n\nWhen I stole I went to XXXX  and paid restitution. \n\nWhy shouldnt they? \n\nXXXX XXXX XXXX  states they have been swarmed with fraud complaints re : Reliacard and US Bank since XX/XX/XXXX!!!!!!!!","date_sent_to_company":"2020-12-25T14:54:59.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"802XX","tags":null,"has_narrative":true,"complaint_id":"4031284","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2020-12-25T13:29:30.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Bank ReliaCard and the Colorado <em>Department</em> of Labor and Employment to see if they can sort out this <em>issue</em> out for XXXX. Until the problem is <em>resolved</em>, there is more than {$400.00} on her card that she is unable to access. \n\n\" It is very stressful and its just frustrating because no one that Ive been able to <em>get</em> a hold of on the phone can give me any answers, '' said XXXX. \n\nIf you have received a U.S."],"issue":["<em>Fraud</em> or scam"]},"sort":[12.395935,"4031284"]},{"_index":"complaint-public-v1","_id":"4418661","_score":11.078451,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Consumer Financial Protection Bureau XX/XX/2021 In a misguided wire transfer from XXXX, I have lost {$500.00} to Key Bank in XXXX XXXX Oregon and they are refusing to help me to retrieve my money. \n\nHow this happened, from the beginning : When making a money transfer in XXXX, the only information that comes up for account choices is the last 4 digits of accounts in your wallet to choose from. No other information is available on that page. I thought I was selecting my account, but instead I selected this obsolete Key Bank account which despite numerous attempts over the last 15 years to remove it from my wallet in XXXX, it would not remove. The {$500.00} transfer was initiated by me, by mistake on XX/XX/2021. \n\nXXXX claimed the transfer was complete on XX/XX/2021. I never received the funds in my account and began the search for the missing {$500.00} by messaging and calling XXXX. \n\nI have called XXXX and Key Bank over 16 times each in the past month as well as numerous emails to XXXX regarding this issue to no avail. Key Bank has told me 2x in previous calls that they were escalating this case to a higher department and I'd receive an email within 3 calendar days. None ever arrived. XXXX tells me to call Key. Key tells me to call XXXX. Over 50 hours of my time to date and I'm still working on this. Every time I call Key Bank, I literally have to start from scratch explaining the entire event. The same for XXXX up until XX/XX/XXXX at which time my case started becoming aware to the random person answering the calls each time. \n\nI didn't have the entire bank account number for that account due to the fact that that account has been closed for over 15 years. The only information I had to work with was the last four digits of the account and recollection that it originated from the XXXX XXXX, Oregon Key Bank branch in my name only. XXXX initially claimed that they were unable to see the entire number for security reasons. After that they continued to tell me that they don't keep the entire number on file, so for security reasons, they don't have it. \n\nNot having the entire bank account number cost me 3 weeks of 15 ( failed ) prior calls with Key Bank, attempting to locate my funds with a partial account number. I have talked to Key bank 's customer service line multiple times. I've talked to the XXXX XXXX, Oregon Key Bank branch multiple times and manager XXXX XXXX. I've talked to Key Bank 's ACH department with the tracer number info from my transaction. I've talked to Key Bank 's Archived Files department. Every time being told that they don't have the funds and to call XXXX. \n\nOn XX/XX/XXXX, XXXX gave me a tracer Number for the transaction. # XXXX. It didn't help. \n\nRealizing that none of the steps I was taking was solving this issue and the only way to try to get it resolved would be to have XXXX and Key Bank communicate between themselves, which they were hesitant to do, on XX/XX/2021, I finally got XXXX to agree to a 3 way call ( between myself, XXXX and Key Bank XXXX which occurred on XX/XX/XXXX. \n\nOn XX/XX/XXXX during the ( three hour long ) 3 party call between myself, XXXX and Key Bank, XXXX acknowledged that they had my entire bank account number the whole time and therefore lied to me every time I asked for it. Half way through the 3 party call, the number mysteriously became available by XXXX. \nXXXX Bank Acct # XXXX XXXX XXXX. \n\nOnce the Bank account number was disclosed by XXXX to Key Bank during the 3 way call, this is the information that I received : *Key reassigned my bank account number to a new customer in OR and that unnamed person received my {$500.00}. \n\n*Key is refusing to reverse this transaction, nor investigate it and dispute it themselves with the unnamed person who is using my old account number. \n\nXXXXWhen XXXX was asked by Key bank, is there any other XXXX user with that account number besides me, XXXX searched their data base and said no. \n\nXXXX 's call dropped before Key Bank came back on the line with their final determination as follows : *Since I am no longer a Key Bank customer, nor live in the state of Oregon XXXX I personally am unable to dispute the transfer and deposit of funds into this unnamed persons account. \nXXXX @ Keybank says : XXXX needs to send a letter of indemnity to your financial institution XXXX XXXX XXXX XXXX to recover the funds. \nThis letter can be faxed to XXXX or emailed to : XXXX Directly after ending the call with Key Bank, I attempted calling XXXX again to try to reconnect with Supervisor XXXX, XXXX the XXXX representative on the XXXXrd party call with me ). No one was able to find anyone with that name and instead eventually asked if I'd like to talk to another supervisor. I agreed and held on for another hour before hanging up with an unsuccessful call. Meanwhile, I sent XXXX an internal email with Key Banks final determination and asked to be kept up to speed on their progress with this new information. \n\n*The next day I received a response from XXXX : XX/XX/2021 XXXX XXXX my case # XXXX, saying : case denied due to the fact that the transaction was not unauthorized. ( I was never given a case number, only a ticket number. \nXX/XX/2021 XXXX has closed my ticket # XXXX, saying it was completed. \n\nXX/XX/2021 I called again and had XXXX create a new ticket # XXXX along with referencing the old # within it. I was told I would receive a response with 3-5 days. No response from them has been received to date regarding this new information presented ( re ; the requested letter of indemnity ).\n\n*Key Bank has never opened a case for me, nor provided any sort of ticket number regarding any further investigation, even after being notified numerous times by myself, and now XXXX XXXX this misguided transaction. \n\n**The unnamed person who received the funds has not notified the bank, nor returned them. This is stealing. If they spend the money, this is fraud. *Key bank refuses to investigate this too. \n\n*The meaning of this letter of indemnity from Paypal XXXX requested by Key Bank XXXX is unclear to me. Is it saying that Key Bank wants XXXX 's financial Institution to cover the funds via their loss insurance? The wording was very tricky as it was given by the Key Bank representative. I transcribed it word for word from the call. \n\n*To put this into perspective, I am a XXXX single woman living on a XXXX income and this loss of {$500.00} reflects 60 % of my total monthly income. This has caused me a serious hardship and your prompt assistance in retrieving my money is vital. \n\nThank you in advance for your assistance in this dreadful matter, XXXX XXXX XXXX XXXX XXXX # XXXX Granite Falls, MN XXXX XXXX *Attached is a semi-complete running log of communications sent and received with XXXX XXXX","date_sent_to_company":"2021-05-31T15:28:20.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"562XX","tags":null,"has_narrative":true,"complaint_id":"4418661","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2021-05-31T14:47:26.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Realizing that none of the steps I was taking was solving this <em>issue</em> and the only way to try to <em>get</em> it <em>resolved</em> would be to have XXXX and Key Bank communicate between themselves, which they were hesitant to do, on XX/XX/2021, I finally got XXXX to agree to a 3 way call ( between myself, XXXX and Key Bank XXXX which occurred on XX/XX/XXXX."]},"sort":[11.078451,"4418661"]},{"_index":"complaint-public-v1","_id":"3041873","_score":10.641219,"_source":{"product":"Mortgage","complaint_what_happened":"I am including the text I sent to PNC Bank that Cc'ed XXXX XXXX, my wealth manager, my mortgage broker and contractor. This email explains my difficulties. I sent the email on Friday and to date, have heard nothing back. I tried to give them a reasonable amount of time to respond so we could handle this between guys with no response. The local banker received this and forwarded this on, and they have had no response from their Mortgage Department either. Our initial meeting with the bank was on XX/XX/XXXX when we first submitted our paperwork with a branch employee. I had email correspondence with them on the XXXX, XXXX, XXXX, XXXX, and XXXX, as well as phone calls on the XXXX, XXXX, XXXX, and XXXX. My last meeting with the branch was on XX/XX/XXXX. \nThe number I was given to contact the director of the mortgage division was a non-working number. \nIf they will speak with me about financial reimbursement, I will provide all relevant documents. \nThank you for your assistance in this very serious matter. \n\n\n\nGood morning XXXX, Thank you for your support yesterday in trying to help resolve my financially taxing matter with your Hazard Loss Division. I will be contacting XXXX, who you spoke to and stated was the manager of the division where we were seeking resolution. As I stated, this situation has cost me in more ways than just inconvenience. Financially, it has placed an undue strain on our household and my ability to conduct my businesses. I am Ccing XXXX XXXX, my contractor, my  Wealth Manager, and Mortgage Broker about this matter, and I was informed by my Broker to contact the Georgia Department of Banking and Finance. I would rather not go that far, but will if I have to, not just due to my struggles, but also prevent this from occurring to someone who is not in as fortunate a financial state as we are. At this point, I feel that the tactics used by your Hazard Loss division have been obstructionistic and totally negative to the experiences of a customer, as well as detrimental to my ability to return our house back to an optimal living condition. \nI have spent countless hours trying to resolve this issue, and even after my time at your branch yesterday, while you were on the phone on our behalf, was late to my office for my client. I understand that you and your branch manager have unsuccessfully advocated for a resolution to this matter, and I am not holding you responsible for my current condition. I am holding your Hazard Loss Division responsible. At this time, PNC is holding more than {$78000.00} of claim funding provided by XXXX XXXX that was designated to repair our home after a major loss. Do I understand the need to mitigate fraud by setting up policies and procedures to prevent fraud and manage the repair of a home to its previous state to protect the value of a banks investment? Absolutely! However, I also strongly believe that those XXXX XXXX XXXX should not cause undue stress and financial peril to the homeowner or a Contractor, when the insurance company has done their part to help care for the needs of their clients. \nTo date these are the many, but not all of the issues that I have encountered : - I was requested to provide additional documentation after our first submission, and sent that in a timely manner. Even after sending this, our file was not updated. Hence, I was in direct contact with XXXX XXXX through your bank manager on XX/XX/26 and sent duplicates of the requested info, and also inquired with him via email on Friday, the XXXX to make sure the Is were dotted so that we would receive our check. After sending the update email to XXXX, I never received any information back and thought that everything was in line. \n- In order to keep the reconstruction process timely, I have paid for materials in advance, including Flooring, Tile, and covered the cost of additional expenses including floor demo, insulation and mold remediation ( I want my house back in order. Two floors of furniture in our house are in storage, and we have no kitchen ). I fully expected to be reimbursed in a timely manner, given that the money was provided to you, and we had completed the necessary forms, and verified that with the Bank Manager, who was on the phone with the Hazard Loss Department to confirm amounts to be put on forms. \n- I was told both that I needed an inspection and then that one would be required at 50 % completion, before any funding would be distributed. This inconsistency in what was communicated caused confusion. At this time we are at 50 %, and on Tuesday, an inspection was performed. \n- I had a large business transaction at the end of the month that I had earmarked funds for that were no longer available, due to my outlay of cash. As a result, I had to sell stock from two accounts to insure that I had the necessary funds and could insure that I made that payment on time. \n- Due to snags in money transfer and selling my stock at the XXXX hour ( one account lost almost {$6000.00} because of the need to prematurely sell the stock ), it caused an additional financial stress on our household, and hours of time for me to arrange the sale, contact our wealth manager,  and work with two banks to complete the transaction. At the time of this writing, I have asked my wealth manager to calculate the financial impact of the premature sale of our stock. \n- As a result of this situation, I was late on my payment on this business transaction, however, the recipient of funds was understanding of the situation, and I did not incur any penalty. \n- This last obstruction in payment was caused when there was a {$3000.00} discrepancy between the XXXX XXXX {$93000.00} on the adjusted claim estimate and what was on the Contractors XXXX XXXX XXXX {$90000.00}. In the call with your Bank Manager and XXXX XXXX, we confirmed the amount to write into the estimate to insure its accuracy. Therefore, the error was due to PNC Hazard Loss, not me, nor my contractor, nor your Bank Manager. Yet, I am, once again penalized, and when on the phone with your rep at the Hazard Loss department in a call on Wednesday, his only comment to this was that There are no notes in the documentation that you were told what to write on the form. When I asked to escalate this, I was told that he would contact a supervisor, and I could expect a call in 24 to 48 hours, but that the check would not be sent and the review process would be ( I believe he said ) an additional 5 business days. \nIn your office yesterday, as you worked diligently to resolve this, you attempted to handle this with XXXX, in XXXX. Even in explaining my troubles and difficulties and trying to get a check overnighted, she still balked at that and stated that the earliest this could be handled was Tuesday. I am confident that someone there had the power to overnight a check, and as you know, I was beside myself and am still in disbelief of this entire situation. While I will not speak for XXXX XXXX, I can not believe that they expect funds provided to a customer to require such laborious efforts in order for a customer to be paid out to insure a reasonable recovery of lost property. This situation is resulting in a protracted time to return our home to a state where we can move our furniture back in, and as a result, XXXX XXXX is impacted by the amount they are paying for the safe storage of our furniture. \nI have full confidence that you and your Bank Manager understand my level of frustration, helplessness, mistrust and anger with this situation that has transpired. In my discussion with you yesterday, I had presented a reasonable solution for your bank that would have been a win-win. That was for your bank to provide the first draw, while asking that I correct the incorrect amount on the XXXX XXXX before another draw would be provided. The way the situation has been handled, in my opinion, has had nothing to do with customer service, and at this time, I am searching for other options for our mortgage. Also, please keep in mind that positive customer experiences often result in a person telling 3-5 people, while negative customer experiences often result in an individual telling more than 10 people., and with social media, a single comment can reach countless millions. I dont provide this information as a threat, but as data to consider when working with your most important asset, your customer base. Trust me, however, that I am communicating my experience as a Buyer Beware. \nSince the end of XXXX, my wife, daughter and I are living in our sunroom and bedrooms due to the damage to our home. I cant imagine that, you, your bank manager, manager of your Hazard Loss Division, nor the CEO of PNC would stand for the experience that we have had. This is untenable. I fully expect there to be a review of this situation and a change in your P & P to insure that this does not happen to anyone else. I know that you can understand that time is precious, especially when trying to get a familys lives back to normal after an experience such as this, and we have had little to no respect for our time and convenience. \nFor my wife and I, a successful resolution would be : - a reimbursement or compensation of lost funds in our investments ( still XXXX per my wealth manager ), - an immediate distribution of all funds provided to your bank back to us, since we have no trust in your Hazard Loss Division to provide reimbursement in a reasonable timeframe, - a reimbursement for my time and effort that that it has taken me to, not only to handle this issue, but also lost time to my wealth manager and me to arrange the sale of stock and transfer of funds to make the business transaction. \n- I trust that you will forward this letter to all relevant parties within your organization. I fully expect to hear back on my resolution requests. In addition to this, I am directly contacting my XXXX XXXX Agent an Adjuster, in addition to the CC on this email. \n\nThank you for your attention to this very serious matter.","date_sent_to_company":"2018-10-10T16:01:52.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"30019","tags":null,"has_narrative":true,"complaint_id":"3041873","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2018-10-10T15:30:21.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have spent countless hours trying to <em>resolve</em> this <em>issue</em>, and even after my time at your branch yesterday, while you were on the phone on our behalf, was late to my office for my client. I understand that you and your branch manager have <em>unsuccessfully</em> advocated for a resolution to this matter, and I am not holding you responsible for my current condition. I am holding your Hazard Loss Division responsible."]},"sort":[10.641219,"3041873"]},{"_index":"complaint-public-v1","_id":"4342595","_score":9.611225,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Tuesday, XX/XX/XXXX at approximately XXXX hrs., I logged onto my personal computer and XXXX XXXX XXXX It brought up several possible sights and I clicked on XXXX XXXX Web Site. My account popped up and showed my last transactions/purchases made. Due to an e-mail I received the night before, which indicated that a package from XXXX was attempted to be delivered but no one was available to accept the package, I went to a tab that appeared on this XXXX web page that said customer service. An XXXX toll free number popped up and I dialed it. A gentlemen answered the phone, XXXX Customer Service how may I help you. I inquired regarding the attempted XXXX delivery because I was home the entire day before. The male identified himself as XXXX XXXX, a customer service rep. He asked me to hold briefly, came back on the phone and stated that he did not see any attempted delivery, although inquired if I had made any recent purchases of a large sum. Upon inquiry, he stated there was over a {$10000.00} pending purchase for materials that related to XXXX. I stated I made no such purchase and that it was definitely a fraudulent purchase. He reviewed my recent transactions and they were exactly the same as the purchases that I had made and were looking at on my XXXX screen. He stated he would put a hold on this transaction and indicated he believed my account was hacked. He further stated they were experiencing a lot of fraudulent transactions on Wells Fargo accounts. At no time did I state I had a Wells Fargo account, although he clearly knew I had one. He then provided me with XXXX XXXX XXXX # XXXX for any future referrals. He recommended that he transfer me to the Wells Fargo Fraud Unit to report said claim and 3 way telephone conference me in with an individual who identified himself as XXXX XXXX from the Wells Fargo Fraud Unit. Mr. XXXX then exited the call stating that the Wells Fargo Fraud Unit would be able to look into the situation. \n\nMr. XXXX advised he was a member of the Wells Fargo Fraud Management Team advising that they had been experiencing a lot of fraudulent claims with the Wells Fargo XXXX in The XXXX XXXX. He stated that their unit believed there was a compromised employee at the branch and they had been working for weeks on attempting to identify the employee. He stated that my IP address on my computer had to be compromised and advised me to run a security scan on my system. I performed said scan with XXXX XXXX XXXX. He also recommended that I download a software program called XXXX so he could look into my system for any compromises to identify the IP address where my system was being compromised. At all times I believed this individual was from Wells Fargo Fraud Unit. He said he was going to scan my system in an effort to identify the IP address where my system was compromised. He asked me to go to the bottom of my screen and type the word SCAN into my system which would allow him to remotely scan the system. He indicated that it would take a while and that he would call me back later that day. After several hours, I received a call from the number he said he would call me from which was XXXX XXXX ( XXXX New Jersey # XXXX. He telephoned me four times later that afternoon and early evening, although I did not answer all his calls. He also sent me text msgs. and left me several voice msgs on my cell #. I do have these text and voice msgs. \nOn Wednesday, XX/XX/XXXX at about XXXX hrs. he telephoned my cell again and stated that I needed to allow him to keep checking my computer system. He also wanted to know why I had a large sum of money in my checking account that he could see. Again, because he appeared to know this information, I truly believed he worked for Wells Fargo Fraud. At advised him I was about to refinance my home. He very calmly stated I need your help in identifying this person at the Wells Fargo XXXX in The XXXX and stated he was going to set up a dummy account and dummy wire transfer from my account to this dummy account, although everything would be a shell for them to utilize catching the employee from inside the Wells Fargo XXXX He further stated that the money would not actually leave the Bank and would be temporarily shown as a withdrawal but placed back into the bank w/in the end of the business day. He came up with the amount of {$48000.00}. Again, I believed he was being truthful. He stated he would be sending me an e-mail instruction with all the information to perform the dummy Wire Transfer and that he wanted me to take the instructions to the branch on XXXX XXXX in The XXXX  and ask them to make the wire transfer. On Wednesday, XX/XX/XXXX around XXXX hrs. I went to the XXXX Wells Fargo XXXX, XXXX XXXX, and handed the instructions for the wire transfer to a representative at the Branch. The Representative identified herself as XXXX XXXX. Ms. XXXX asked what the wire transfer was for and I stated a start up import/export business, just as directed by XXXX XXXX. No other questions were asked of me by Representative XXXX XXXX. She typed up the Wire Transfer and asked me to sign off on the appropriate form. At about XXXX hrs. Mr. XXXX telephoned me again and asked if the Transfer was completed. I advised him it was. He stated he was still running a scan on my computer, although he could not locate any hacking information as of yet. He remained in contact with me for several hours that afternoon. On the same evening I checked my banking information and did not see that the money was placed back into my account. \n\nI stopped the scanning on my computer and did another XXXX search for XXXX. In logging onto my account I had difficulties locating the Customer Service Tab. Late in that evening I telephoned the number on the back of my Wells Fargo debit card and asked if there were any recent transactions on my account, especially for {$10000.00}. I was advised there was not. I advised the gentlemen that I believed I may have been the victim of a fraudulent scheme from the day before and provided a brief synopsis of the situation and he advised me to go back to the bank the following morning and file a report at the same branch of a possible fraud on my account. On Thursday, XX/XX/XXXX, I telephoned the same number on the back of my card and stated that I believed I had just been scammed out of {$48000.00} by wire fraud from the previous afternoon. He also directed me to go back to the same branch where I had make the wire fraud transaction the day before and report a Fraud Scheme to the branch in The XXXX XXXX. \n\nAt about XXXX hrs. on Thursday, XX/XX/XXXX, I responded back to the same branch and contacted the same Representative, XXXX XXXX. I advised her that I was in the afternoon before and performed a wire transfer that I believed was part of an elaborate fraud scheme as the money was no longer in my account. I explained the entire scheme to Ms. XXXX and she immediately picked up the phone on her desk and telephoned the Wire Fraud Unit for Wells Fargo. She advised them of the prior days Wire Transfer I conducted and asked them to terminate the transaction as it was a fraud scheme. XXXX XXXX Wire Transfer. She was apparently advised that they would have to send a WIRE RECALL for the funds to be seized by the XXXX bank. They provided her and me with case # XXXX as the case number assigned. They advised the case would be upgraded to an Investigator. The Investigator from the fraud unit would immediately send out a RECALL request to the bank ( XXXX XXXX XXXXXXXX XXXX XXXX XXXX and request for the funds to be returned due to fraud. While she was on this call, I also telephoned the number on the Wire Transfer Fund form and spoke with an Investigator, XXXX XXXX, regarding the situation. Ms. XXXX stated, based on the recall they should be able to get the money back and should be able to have it resolved, hopefully by Friday, since the case was being escalated to an Investigator. \n\nAdditionally, on Thursday evening I telephoned XXXX after having to enter a security code on their home page at which time they called me. \n\nOn Friday morning, XX/XX/XXXX, I telephoned the Wire Fraud Unit regarding any updates on my claim. After answering several questions, I was transferred to another department in the Fraud Unit and my call was disconnected. I did not receive a return call, so at approximately XXXX hrs. I returned to the Wells Fargo XXXX on XXXX XXXX to ascertain if any updates were available. I contacted Ms. XXXX again who telephoned the Wire Transfer Fraud Unit who advised her they had not heard from the beneficiary bank ( ( XXXX XXXX XXXX XXXX XXXX XXXX and that the bank had five ( 5 ) days to respond to their request at which time they would initiate another WIRE RECALL request and continue to do so every 5 days for 15 days. I also inquired with MsXXXX XXXX about the Wire Transfer form since the form advises on the specific line item that the funds would not be available until XX/XX/XXXX. This same information was pointed out to me on the evening before when I went to the XXXX XXXX, XXXX Sheriffs Department and spoke with Deputy XXXX XXXX XXXX XXXX XXXX advised that they could take a complaint for XXXX, although it would not do any good as it was out of their jurisdiction and all up to Wells Fargo to have the funds retracted. She directed me to file a complaint with the FBI, WWW.IC3.gov unit on-line at IC3.gov as my best solution to resolve this issue. A complaint was therefore not documented by this Agency. I then directed Ms XXXX to the Wire Transfer Form again which states under this line item that the funds would be available on XX/XX/XXXX. While at the bank I had MsXXXX XXXX XXXX Wells Fargo Rep ) contact the Wire Fraud Unit on two other occasions over a period of almost 2 hours to inquire about what additional action they could take to seize the funds or have them retracted. All they would say is that a report was taken and a RECALL notice sent to the beneficiary bank and they had to wait 5 days for a response. They would send a RECALL to the bank every 5 days. I felt that due to the urgency of this situation and that time was of the essence that further action should be taken, although I was advised that they were doing everything possible to recover the funds. I later learned that this was truly not the case. \n\nDuring the course of that day I telephoned the Wells Fargo Fraud Unit at XXXX to see if there were any updates on their ability to recall the funds. In each instance I was advised that they were awaiting a response on the RECALL. I asked why they couldnt call the bank to put them on notice that a RECALL on the Wire Transfer was sent and that the transaction was part of an elaborate fraud scheme. I was advised that they could not contact the XXXX  bank. On the same date at about XXXX hrs. I telephoned the Wire Fraud Dept. again to inquire about the status. In doing so, I spoke to a XXXX XXXX from the Wire Fraud Unit who advised that the case was upgraded and a new case # XXXX  XXXX was assigned to my complaint. This was now the 3rd case # I was assigned from Wells Fargo Fraud Unit. He advised that the RECALL msg was sent on XX/XX/XXXX and that wire transfers typically take 3-5 days to make it to the XXXX  bank, especially in foreign transfers, and that they believed that the funds would be recovered since I reported the incident so quickly. He advised that the process was that Wire Transfers and Wire Transfer requests went through a system called XXXX XXXX out of N.Y. and then to an XXXX bank who would forward the requests on to the XXXX XXXX This was the first time that any explanation was provided to me. In fact, every time I inquired, which I did numerous times, no one would explain the process. \n\nOn the evening before, Thursday, XX/XX/XXXX, I went on line to XXXX again and opened up the XXXX web page that popped up. In doing so, I was unable to find a customer service tab but located a tab that said need help. After clicking on this tab, another tab popped up that directed me to enter a security code that was sent to my cell number. I entered the code and sent the msg. back. About a minute later I received a telephone call from XXXX. I answered the phone and the person on the other line identified herself as XXXX from XXXX. I explained the situation to her and she upgraded my complaint to XXXX XXXX XXXX XXXX advised that XXXX did not have a Customer Service number listed on their Official site, although he also advised that there are numerous bogus web sites when you XXXX XXXX and they are identical images of their Official Web site and are very difficult to tell the difference, but are placed there by scam and/or fraud artists. \n\nOn Saturday, XX/XX/XXXX, I telephoned the Wire Fraud Unit on multiple occasions, spoke to several different individuals, who advised that my complaint had been upgraded. Although in each instance I was advised that the only thing they could do was to wait until they heard from the XXXX bank. See Attached Wire Transfer. I advised each Representative that it was believed that they would her something by Friday, Saturday at the latest, but that no news was being received. I was then advised that since it was the weekend that they would probably definitely her something by Monday. \n\nOn Monday XX/XX/XXXX I telephoned the Wire Fraud Unit several times for updates, although in each instance I was advised that they were still waiting a response from the RECALL. At approximately XXXX hrs., date, I telephoned the XXXX XXXX XXXX again and reached an individual who identified herself as XXXX XXXX Upon questioning her extensively, she advised that I could call Wells Fargo Fraud at XXXX as my case had been escalated. She also provided XXXX XXXX # XXXX as the verification # on the recall. She confirmed that Wells Fargo forwarded a RECALL that the transfer was part of a fraud scheme. She also located XXXX XXXX XXXX XXXX telephone numbers for the bank and recommended that I telephone them. These numbers were : XXXX, XXXX, and XXXX. She indicated that they could not call the XXXXy bank but that I could try and hopefully one of the numbers would allow me to talk to someone. I dialed these numbers repeatedly for several hours but could not get anyone to answer the phone. \n\nOn Tuesday, XX/XX/XXXX, approximately XXXX hrs. I telephoned the XXXX bank at XXXX and spoke to a representative at the bank. This female only spoke XXXX which made conversation very difficult as I am not bilingual. I stated Fraud to her several times when she asked me to hold and transferred me to another person. This person was bilingual although her XXXX was broken and very difficult to understand. I explained that a Fraudulent Wire Transfer was sent to her bank under the name XXXX XXXX XXXX XXXX and provided the account # on the Wire Transfer Form. She advised that I would have to send them a letter detailing the transaction before they could do anything. I advised her a Wire RECALL was sent to them from Wells Fargo Bank in the XXXX She seemed to understand but repeated that I needed to send them correspondence. I then asked about sending an e-mail to them and she provided me an e-mail address that I reviewed with her at least a half dozen times to verify its accuracy. She confirmed that the address was correct and I did send an e-mail, although it was returned as undeliverable. What was interesting to me was that on XX/XX/XXXX, I spoke with a Wells Fargo XXXX XXXX in the XXXX Department by the name XXXX XXXX XXXX XXXX XXXX who indicated that she was bi-lingual and would have been able to communicate effectively with the bank days before, but she indicated i was against Wells Fargo policy for her to do that. \n\nOn the evening of Tuesday, XX/XX/XXXX at about XXXX hours I spoke to a female from the Wells Fargo XXXX XXXX, XXXX Department, XXXX XXXX XXXX XXXX who stated she was in XXXX, Oregon. She confirmed that the XXXX bank notified Wells Fargo that the RECALLS were received and forwarded on to the XXXX bank and they acknowledged the RECALLS. As you could imagine, this whole event was very traumatic and with all the telephone calls and people I spoke to it was becoming difficult to keep names, dates and events in sequence even though I was documenting everything. I believe that it was XXXX who indicated that the notes in their system reflected that the funds had been removed from the beneficiary account holders name. I asked how this could happen when they already had two ( 2 ) wire RECALL notices sent and received before this date. She apologized and said there was nothing they could do. \n\nOn Wednesday, XX/XX/XXXX, at about XXXX hrs. I telephoned the Wire Fraud Unit to inquire about the status of said RECALL. I was not given any information and requested to speak to a supervisor. The individual from the XXXX XXXX Department advised again that the case was being escalated and that I was being transferred to XXXX XXXX XXXX XXXX. I was transferred and a subject answered the phone. He asked if I was XXXX XXXX and I responded affirmatively. The other bank representative advised they would be leaving the telephone call. I asked this individual if they were XXXX since it sounded like a male voice. They stated no, this was XXXX. I stated that I was told I was being transferred to XXXX. The subject stated that their name was XXXX. I again advised that I was told I was being transferred to XXXX. XXXX then stated this is XXXX. I was stunned and asked what is your name. The subject stated that technically their name was XXXX, but they go by the name XXXX. I immediately questioned whom I was talking too and XXXX indicated that they are XXXX but refers to themselves as XXXX. I questioned him again and asked to be transferred to their supervisor. I was advised that there supervisor was not available and I would receive a returned telephone call from their supervisor, XXXX XXXX I was also advised that XXXX XXXX XXXX was XXXX XXXX On XX/XX/XXXX I attempted to reach someone from the Executive Department on four ( 4 ) separate occasions, although I consistently became disconnected from my telephone calls to receive an update. \n\nFinally, on XX/XX/XXXX, I spoke to XXXX XXXX XXXX asked her if she was bi-lingual and she stated yes. I asked why she could not be used as a resource/tool in these types of situations to make a telephone call to banks with XXXX  speaking people to put them on notice that a Fraudulent transfer had occurred and a RECALL had been sent apparently two times now from my phone call on Monday with XXXX who advised that another RECALL was sent on Saturday, XX/XX/XXXX. She just stated it was against Wells Fargo policy. She advised that she was escalating my complaint further up in their Executive Dept. I also spoke with XXXX XXXX from the branch office in the XXXX  XXXX, who advised that she escalated the complaint on XX/XX/XXXX, Friday, and a new case # XXXX was assigned to my situation. \n\nOn Friday, XX/XX/XXXX I telephoned the Wire Fraud Unit again and spoke to XXXX XXXX Department from the Executive Department Team. She advised that the case was escalated to XXXX XXXX, XXXX in the XXXX Department. She took all my information and assigned me a new case # XXXX. She said he hadnt contacted me yet because the situation is still being reviewed and that he would be in touch with me in a couple days. To date, I have yet to receive any telephone calls from XXXX XXXX nor anyone else regarding the review of this loss of {$48000.00}. \n\nBetween Thursday, XX/XX/XXXX, and Tuesday, XX/XX/XXXX I received numerous telephone calls and text msgs. from Mr. XXXX XXXX XXXX the scammer identifying himself as a XXXX from Wells Fargo Fraud Unit Management Team ). I have those text msgs. and voice msgs. on my phone. I did not respond to any of these calls as directed by Wells Fargo Fraud Unit. It was there opinion that he was just trying to keep communication going since the transfer had not taken place yet and that it was a good sign that the money was not actually deposited yet., a RECALL was sent on the morning of Thursday, XX/XX/XXXX, the morning following the afternoon of Wednesday when this whole nightmare started and supposedly a second RECALL was sent again on Saturday, XX/XX/XXXX. \n\nIt is my opinion that a simple phone call by Wells Fargo Fraud Unit by a bi-lingual employee, which they apparently have, could have created a totally different outcome in this situation and that the beneficiary bank could have at least froze the account pending further investigation and evaluation. It is also my opinion that if the FBI would have gotten involved and made a telephone inquiry that the bank would have been aware that the account and the transfer were all part of a fraud scheme. Last, I went to another Wells Fargo XXXX XXXX XXXX, XXXX Where I had resided until just recently and inquired with a banker representative there as to their protocol in processing Wire Transfers. This particular representative was sick to her stomach that no questioning of me was performed by the other bank. The first thing she questioned was the printout I handed her with all the directions on them regarding the Wire Transfer. She immediately asked me If I had ever met this individual who requested the transaction and I stated no. She asked if the other banker asked this question and I said no. She immediately stated that she would have told me it was a fraud scheme and to not make the transfer. She then asked if I had ever sent money to this person before. She then asked how I knew this person and how did I talk to the person. I advised her that it all started through XXXX and XXXX referred me to Mr. XXXX who identified himself as a Manager in the Wells Fargo Fraud Unit. She just stated that she believed that there was due diligence that should be exercised by all employers and especially in large Wire Transfers. She further stated that all bankers should ask several questions due to the high volume and sophisticated nature of all the Fraud Schemes occurring today. \n\nUnfortunately for me, Wells Fargo was unsuccessful in recovering the majority of my life savings I was going to utilize to live in retirement. I do believe that Wells Fargo did not perform their due diligence and did not inquire appropriately at the onset to ensure that the transaction was being done voluntarily and not part of a fraud scheme. I do believe that a couple simple questions by the institution would have red flagged this entire scheme and I would not have been further victimized. Obviously, I am very disappointed that I cant even receive a telephone call from the FBI. I did telephone the FBI in XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX only to be transferred in an automated system that disconnected my telephone call every time. I also telephoned the FBI in XXXX, Md and again became disconnected. I did telephone the FBI XXXX in XXXX, Pa on Wednesday afternoon, XX/XX/XXXX, and spoke to a male individual there who stated he would have an experienced Agent call me either by the end of the day or the next morning. Again, I have yet to have anyone respond or a response from my IC3 Fraud Complaint on the FBI Fraud government web page. Although Im sure there are a lot of Fraud Scams in our country, I believe that the timeliness I identified this scam and my immediate actions to have the funds seized/recovered should have been much more successful-even as was stated to me by several Wells Fargo employees. I have been a Wells Fargo customer now for over 30 years and have always trusted their processes. It would be honorable for Wells Fargo to see their lack of due diligence and provide a full refund of my loss. As a large financial institution making hundreds of millions of dollars, I believe that the right thing to do would be to compensate me. Obviously, some form of reasonable compensation in my opinion would be the professional thing to do. I have reached out to two attorneys and am awaiting further direction and guidance. I am also in the process of contacting the Florida XXXX of the Attorney General to see if they are capable of providing and further assistance. I have also received resistence in being given the CEO of Wells Fargo, XXXX XXXX, although eventually did obtain same. I will be forwarding him correspondence at XXXX XXXX, XXXX XXXX, Ca. XXXX and plan to reach out to see if he would consider personally getting involved in this matter. \n\nI am praying everyday that Wells Fargo will help me in some manner. I can be reached at the address and telephone number listed below. Further, there are several attachments of records to this complaint process. I look forward to an amicable and conciliatory resolution to this matter. Although, with all the phone calls and contacts I have already made, it seems apparent that follow up calls are not going to be conducted by Wells Fargo. \n\nUnfortunately for me, Wells Fargo was unsuccessful in recovering the majority of my life savings I was going to utilize to live in retirement. I do believe that Wells Fargo did not perform their due diligence and did not inquire appropriately at the onset to ensure that the transaction was being done voluntarily and not part of a fraud scheme. I do believe that a couple simple questions by the institution would have red flagged this entire scheme and I would not have been further victimized. Obviously, I am very disappointed that I cant even receive a telephone call from the FBI. I did telephone the FBI in XXXX, XXXX, XXXX, XXXX, and XXXX, XXXX only to be transferred in an automated system that disconnected my telephone call every time. I also telephoned the FBI in XXXX, Md and again became disconnected. I did telephone the FBI XXXX in XXXX, Pa on Wednesday afternoon, XX/XX/XXXX, and spoke to a male individual there who stated he would have an experienced AgenXXXX call me either by the end of the day or the next morning. Again, I have yet to have anyone respond or a response from my IC3 Fraud Complaint on the FBI Fraud government web page. Although Im sure there are a lot of Fraud Scams in our country, I believe that the timeliness I identified this scam and my immediate actions to have the funds seized/recovered should have been much more successful-even as was stated to me by several Wells Fargo employees. I have been a Wells Fargo customer now for over 30 years and have always trusted their processes. It would be honorable for Wells Fargo to see their lack of due diligence and provide a full refund of my loss. As a large financial institution making hundreds of millions of dollars, I believe that the right thing to do would be to compensate me. Obviously, some form of reasonable compensation in my opinion would be the professional thing to do. I have reached out to two attorneys and am awaiting further direction and guidance. I am also in the process of contacting the Florida XXXX of the Attorney General to see if they are capable of providing and further assistance. I have also received resistence in being given the CEO of Wells Fargo, XXXX XXXX, although eventually did obtain same. I will be forwarding him correspondence at XXXX XXXX, XXXX XXXX, Ca. XXXX and plan to reach out to see if he would consider personally getting involved in this matter. \n\n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fla XXXX XXXX","date_sent_to_company":"2021-05-01T17:11:51.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"32162","tags":null,"has_narrative":true,"complaint_id":"4342595","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-05-01T16:52:18.000Z","state":"FL","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":["This same information was pointed out to me on the evening before when I went to the XXXX XXXX, XXXX Sheriffs <em>Department</em> and spoke with Deputy XXXX XXXX XXXX XXXX XXXX advised that they could take a complaint for XXXX, although it would not do any good as it was out of their jurisdiction and all up to Wells Fargo to have the funds retracted. She directed me to file a complaint with the FBI, WWW.IC3.gov unit on-line at IC3.gov as my best solution to <em>resolve</em> this <em>issue</em>."],"issue":["<em>Fraud</em> or scam"]},"sort":[9.611225,"4342595"]},{"_index":"complaint-public-v1","_id":"8576967","_score":9.480234,"_source":{"product":"Credit card","complaint_what_happened":"The Consumer Financial Protection Bureau (CFPB)\n\nComplaint ID #2XXXX\n\nOriginally submitted on XXXX XXXX XXXX, as a Federal Reserve banking services credit card product issue, the problem stated as a purchase shown on my account statement, filed against XXXX XXXX, has been formally withdrawn, given better understanding of the Federal regulatory divisions.  \n\nSo for clarity, this complaint is intended against XXXX XXXX, XXXX XXXX XXXX XXXX and its credit card subsidiaries for violations of the legacy and recently issued customer compliance outlook dated XXXX.\n\nThe Federal Reserve consumer protection and community development to help ensure a fair and transparent financial services marketplace that benefits all Americans.\n\nFairness and transparency  along with consistency  are guiding principles that inform my perspective on bank supervision and regulation. \n\nTogether, these three elements help to ensure that the supervisory expectations are clear and, in doing so, encourage open communication between banks and supervisors. \n\nAs the Consumer Compliance Outlook (CCO) furthers these goals by providing financial institutions, compliance professionals, and the public with information about compliance with the laws and regulations that protect consumers and support investments in communities.\n\nId share that as the control documents fall into an ever-growing directory of regulations, laws, and advisories, its increasingly difficult for consumers to point to a single control document to gain the banks support staff attention i.e., REG E, once stop the process and guided prescribed steps required, without such assistance its often difficult to expedite consumer concerns.\n\nAmerican Consumers and lawmakers have repeatedly called for common-sense oversight surrounding personal financial data that gives consumers more control.\n\nTowards that end, there needs to be a restriction on what and how financial data can be bought and sold with, by, and through Big Tech firms as they morph into payment giants, demanding restrictive actions and oversight of peer organizations.\n\nIf tech names can show connective on financial transaction, its intimidation of consumers, intended or not, is seemingly insurmountable. So, if you go to the bank and are then returned to the culprit, where do you go for assistance?\n\nAlthough my complaint requires filing with both CFPB and FTC, its difficult to explain the issue without referencing both and correctly the U.S. financial institutions credit card issuers in these complaints the language may vary, however the results convey and enforce uniformly the same.\n\nU.S. Banks will not accept formal filings of complaint against XXXX XXXXXXXX., and thus, no consumer dispute calendar is ever engaged. \n\nAnd recently, just confirming those facts I found can generate a new series of actions by XXXX  about consumer identity and/or financially related inquiries, although a consumer has a known relationship with XXXX.\n\nIt sounds as if the banks refer consumer into XXXX, but the banks support and service personnel advise,   its difficult to contact XXXX by phone (but, easier than the standard long convoluted online client assistance offered by XXXX as a standard service method) so, expect long wait times, and please avoid Mondays under all circumstances. \n\nI wont call names but, one service representative, told the bank didnt accept disputes because all issues involving XXXX had to have XXXX  approval to resolve and only after insisting she offered an alternative.\n\nThe Banks representative asked me to hold. She stated,   however when I return dont refer to me, just explain the circumstances to XXXX, Ill listen silently and when the Apple rep. agrees and disconnects remain on the line and Ill return to insure a credit is issued. \n\nTraditionally, however, the banks representatives simply state questions related to XXXX credits and charges are exclusively handled by XXXX.\n\nThere is one exception, specific to XXXX XXXX deservant of special note, which was a back office engagement.\n\nIn the XXXX XXXX XXXX, on three separate and distinct dates, the Banks automation kicked-off the following advice:\n\nPlease let us know if you or an authorized user recognize the purchase below. The sooner we hear from you, the sooner we can help protect your account from unauthorized purchases.\n\nOn all three (3) the merchant, XXXX for XXXX, each had received an automated DECLINE, the electronic notice further stated.\n\nIf you respond yes, declined transactions will stay declinedAfter responding, try your card again.\n\nI received the same notice on XXXX XXXX and on XXXX XXXX XXXX, at which time I called the Bank to inquiry why Id started receiving these notices. I, like many, dont always use the same card from purchase to purchase or month to month.\n\nBut, I didnt realize these notices were connected to the Banks systematic authorization application and would generate auto-declines on any purchase in the future anytime the card was used and without explanation.\n\nIt was a holiday weekend, as I recall, so it would have been  Wednesday, XXXX XXXX XXXX, when I spoke to a Bank customer service representative, who asked for patience as she transferred the call. \n\nThe authorization rep., wasnt as I recall being in the least concerned for my understanding, which was usual but, it was clear the authorization rep., needed and was going to clear the decline against XXXX at all cost.\n\nWhat made it especially memorable was the fact, he advised the card would stop every time used until the decline was lifted and when I asked why he advised it was the fact the card had a decline for a charge against XXXX? \n\nThe comment, the authorization issue, was so bothersome. I stated it would not be acceptable, and Id need a name and what policy of XXXX XXXX this decision was tied to?\n\nThat was the first time he began searching for work around-s but it was the first time he advised hed insure the card continued to operate.\n\nI can only assume he re-instated or removed it all together because wed agreed Id reach out to advise but, when I researched the one item, it lead to another and quickly became overwhelming.\n\nI cant imagine what a senior or young college-age-consumer or anyone working outside the home could do to manage through the process and maintain employment, or a reasonable family-life or a life, period.\n\nWith no assistance from the Bank I attempted to complete a forensic audit and recap of the credit cards transactions held with XXXX XXXX alone, for XXXX:\n\nLet me walk you through just one of many transactions with one credit card processor.\n\nXXXX, XXXX bills my XXXX account twice once for Cloud storage and the second a music subscription.\n\nXXXX RECONCILIATION DOC: of XXXX billing shows both a Music Subscription and Cloud storage charge dated XXXX and XXXX.\n\nREMEMBER XXXX XXXX automated system reports a serial of transaction requiring authorization and in discussion with their authorization support member, basically its agree or every future authorization with be, declined and, the advice offered is I have number to offer for assistance but, staffing is limited (notifications dated XXXX XXXX and XXXX).\n\nMost importantly, no documentation is kicked off or documented and/or disclosures generated.\n\nXXXX SUPPORT is online only, so the consumer is required to figure out the description successfully to get to the end-result. \n\nIf youre unsuccessful, you can ask a chat-bot which offers the same details in an endless loop with no live support available so, can anyone see how this meets the ADA requirements or timelessness standards?\n\nXXXX, XXXX also bills XXXX XXXX account XXXX, for Music Services and a separate generated billing and statement (attached)\n\nXXXX, 1XXXX XXXX  bills XXXX XXXX account XXXX# titled BILL CA.\n\nXXXX, XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX, XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX XXXX bill XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX XXXX XXXX bills XXXX XXXX account XXXX# traditionally TV service.\n\nXXXX XXXX bills XXXX XXXX account XXXX# traditionally Music storage charge.\n\nXXXX XXXX accounts once, re-numbered, not continue to report or display so, you need bank assistance to determine long-term damage and access. \n\nAnd whether inadvertent or intentional, the scope and manner of XXXX actions and provide warning of how easily monopolist organizations set-up shop undetected before the American people. \n\nId also add, until this XXXX, Ive never requested access to Music or TV and have never used either, although the XXXX APPS are available but, Ive never downloaded the TV APP. \n\nOne critical point who buys a service which is never used, or the required app to use the service, is never downloaded in a closed loop environment is impossible to use without XXXX authorization.\n\nStorage has been previously sold to XXXX and has now returned to XXXX but, many times at the point of opening, the photo files it holds  immediately degrade until unusable. \n\nEach of these entities (XXXX and XXXX) having platform interest, storage i.e., one picture generations additional opportunities, to edit one generating two files of storage, each picture edit standalone into multiple files driving up storage expenses consumers may or may not be aware, extra document review generates a new file, etc. , thus device, and related entities.\n\nLet alone temporary files, which are maintained without many times consumer awareness so, files only useful to the big 3 or 4 generate endless storage opportunities and up-charges and billings, etc.\n\nXXXX recently began demanding privacy issues of responsibilities and assuming ownership over the phone producer. \n\nSo is the seller the owner, or the manufacturer if XXXX or XXXX, etc., the producer or does every owner thereafter become the privacy owner, selling, and enabled to start new relationships, etc., so where do consumers reclaim privacy data exposed?\n\nAnd since XXXX isnt a traditional entrant, why do they have an interest in your data other than to sell financial materials to others but, clearly these actions set the ground-work of determinations of unwinding products and services unconsidered.\n\nBohemian corporations like XXXX, seem to express and engage in cooperative relationships with peer organizations to pierce traditional oversight measures which weve observed in the U.K. i.e., XXXX accused of destroying sellers by withholding money in so-called, reserve accounts structures. XXXX payment policy states the reasons for putting money on hold include a sudden increase in sales, a shop having only made its first sale recently, the shop committing a policy violation or other risk factors.\n\nSome sellers told the XXXX that two reserve periods were imposed on them consecutively, said XXXX XXXX, XXXX Business reporter, headline XXXX accused of destroying sellers by withholding money, published XXXX XXXX XXXX.\n\nBut, theres a much larger issue which never consolidated by oversight there are direct sub-sets all tied to financial transactions and services which combined directly disadvantage not only small businesses but, consumers who are easily overwhelmed not only by the direct correlation but, all the associated and unseen correlations, continues XXXX.\n\nXXXX is an online marketplace that allows independent sellers to set up their own shop. It specialises in bespoke items, handicrafts or things not usually available in High Street shops.\n\nXXXX XXXX. is a US-based company which trades its shares on the XXXX XXXX XXXX in New York, where it listed its stock in XXXX. XXXX shares currently trading at XXXX each - a far cry from an all-time high of XXXX during the Covid pandemic in XXXX.\n\nIts biggest shareholders are major financial institutions such as XXXX XXXX XXXX and XXXX XXXX.\n\nThe company is led by chief executive XXXX XXXX who has worked at an eclectic mix of businesses such as online auction site XXXX, the internet chat firm XXXX and XXXX XXXXXXXX. He has been chief executive since XXXX.\n\nIt was originally founded in XXXX by XXXX XXXX, XXXX XXXX XXXX XXXX and XXXX XXXX who started the business from XXXX XXXX Brooklyn apartment. None of them remain with the firm.\n\nThe CFPB must advance quickly plans to begin the tactical widening issues  of rule-making that would subject XXXX XXXX XXXX and others to supervision as it examines how companies monetize data that and continues an unfair assault on consumers.\n\nAnd even with items highlighted the list unseen considerations continues consumers and small business are assaults daily including, independent Internet companies affect anyone as consumers are tracked online through XXXX and other browsers, given the ability without oversight to freely, come and go-to browser comes through search engine the playground of the Big 3 or 4 i.e., XXXX, etc. with each browser uniquely given comprehensive privacy protection and controls but, in protection of whos interest?\n\nTens of millions of consumer are or arent  protected not at their behest everyday online activities, searching browsers, email, on the unlimited platforms of XXXX XXXX XXXX, and XXXX\n\nBut, whats clear, American CORPs have increasingly jumped the moon and time is ticking, and not on the side of U.S. consumers. \n\nHow XXXX has accessed and kept up-to-date posting against numerous MasterCard/VISA account numbers, sometime able to access closed accounts which have been closed for fraud activities.\n\nReporting any fraud generally receives no follow-up most consumers would state but, an account closure, new card and account generated. \n\nAny unauthorized transactions until recently, when I found multiple transactions from a Tech Giant, which were reversed over months and no other action taken.\n\nIt also points out the varieties methods for MasterCard/VISA accounts are recorded and records-kept by banks, some disappear such as XXXX XXXX systemically goes through and removes accounts so, how does a client further identify all activity and does the FED have any accounting standard?\n\nAnd from a safety and liability stand-point how many accounts are reconciled by a certified public auditing and accounting corporation perspective?\n\nAnd if XXXX is off the reservation, how does such measurement impact bank stability overall today and into the future?\n\nXXXX will pay XXXX to resolve harassment charges after top executives sent live spiders and cockroaches to two bloggers who wrote critical articles about the company.\n\nSenior staff at the US tech firm launched a petrifying harassment campaign against XXXX  and XXXX XXXX, a couple from Massachusetts who run the e-commerce Bytes blog.\n\nToday its impossible to say what wont be done in the steeple decline of civility, during COVID-19 and the housing crisis who didnt financial services CEO, swearing at American consumers and stockholders?\n\nExecutives were upset with some of the coverage on the blog and said the writers had to be burned down.\n\nBesides a box of live spiders and cockroaches, the couple was sent a funeral wreath, a bloody pig mask, and a book about surviving the loss of a spouse.\n\nIna Steiner received bizarre and sometimes threatening messages on Twitter purportedly from groups such as an irritable bowel syndrome patient support group and the Communist Party of the United States.\n\nThe pairs home address was also posted online alongside invitations for strangers to attend sexual encounters, yard sales and parties, while the employees made plans to break into their garage and place a GPS tracker in their car.\n\nThe XXXX said the harassment had a damaging and permanent impact, on them emotionally, psychologically, physically, reputationally, and financially.\n\nOver three years after the employees were prosecuted, the US Justice Department has now charged XXXX with stalking, witness tampering and obstruction of justice, said XXXX XXXX of the Telegraph under the headline, XXXX ordered to pay couple XXXX after senior executives sent bloody pig mask and live cockroaches, published XXXX XXXX XXXX\n\nXXXX XXXX  acting as Massachusetts US Attorney, said: XXXX engaged in absolutely horrific, criminal conduct.The companys employees and contractors involved in this campaign put the victims through pure hell, in a petrifying campaign aimed at silencing their reporting and protecting the XXXX brand.\n\nThe need for stronger, sustained and long-term oversight is clear and each case filed takes the marketplace further and further down the rabbits hole but, neither commitment nor oversight shows true interest in resolving such acts, if it were so, the record would show success but, it doesnt because neither institution public nor private is focused on the American peoples interest to the financial services great demise.      \n\nThus when I advise it appears XXXX has access to credit card numbers and account unrestricted and even further credit reporting agencies, all form a web-connection with concern, add to the team MasterCard, Visa who are exclusive unrestricted parties and American consumer are basically unprotected victims awaiting further victimization in a pool of sharks.\n\nIt may not seem the same but, it is when XXXX bills you repeatedly for the same services and holds hostage any photos or documents refusing to save or hold documents and refining the storage held and doing this while having been paid for the service, shows no controls in place i.e., Your iCloud storage is fullnotifications, actions, dated 1XXXX XXXX, etc. XXXX  shows no controls or correlation, continuing to forward notifications for many devices from one record which appears as its organized to overwhelm clients, taking lazy revenue dollars against the consumer and doubling or tripling revenue, i.e., Your iCloud storage is fullBecause youve exceeded your storage plan, dated XXXX, etc.  \n\nIn addition, XXXX has established direct connection links so, even passing and reviewing monthly transactions generations Thank you for viewing purchase details associated, and sets new parameters which can convey intended or not an implied threat and why does XXXX need a live-connection if this is the same service provided by US banks?\n\nNotifications dated XXXX XXXX\n\nIf nothing else is true, each additional touch conveys exceptional status between U.S. banks, which are regulated with XXXX right, wrong, or indifferent?\n\nIt creates a status intended or not, which is advantageous to XXXX alone and further, oversight and regulatory understanding and complexity safety. \n\nThe most important rule making for the CFPB in XXXX will be the Tech Giants\n\nIn the absence of Congressional actions only the FED-regulators and the U.S. Courts are ability to exercise some controls and corporations and financial services are already heading back to the U.S. Courts to destabilize the marketplace, this only an example of the liability and regulatory environmental landscape, collapsing onto American consumers.\n\nWorse than the conscious destabilizing action are unconscious impacts when corporations extend pressures as the parents seen in the last Congressional hearing with XXXX XXXX, it can become immobilizing to the human psyche. XXXX  walks out feeling put upon but, hes wrong just as financial services, internet service providers and the Federal government are the civilization fails whenever every day for We the People is the story of David and Goliath, Congress plays a continued game as it allows this issues unaddressed to go to the U.S. Courts or become Executive Orders.\n\nIncreasingly, its clear, its not a matter of whos watching the hens house, theyre busy watching from XXXX, CO no longer concerned American consumer will find, discover or take rath but, its foolish to believe your actions are invisible everyones replaceable and theres always one born every minute, even smarter oh and its a presidential election year, as the fryers hearing up on bad behavior.\n\nFinally, as XXXX XXXX, the FED and regulatory bring a new merger for consideration, almost like the XXXX XXXX), which the FED brought forward and ultimately become XXXX XXXX, which continues to bleed consumer confidence and legal actions its clear Justice needs a much larger and better partner than the FED who seems to have lost its oversight expertise.     \n\nIt knows until the law addresses the People intent, its basically waiting for appeal, a second bite at the same issues upon appeal and its wrong, We the People depend on righteousness to prevail, known.\n\nThank you in advance for your guidance and assistance.","date_sent_to_company":"2024-03-19T22:56:46.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"06066","tags":null,"has_narrative":true,"complaint_id":"8576967","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-03-19T21:49:41.000Z","state":"CT","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["XXXX SUPPORT is online only, so the consumer is required to figure out the description successfully to <em>get</em> to the end-result. \n\nIf youre <em>unsuccessful</em>, you can ask a chat-bot which offers the same details in an endless loop with no live support available so, can anyone see how this meets the ADA requirements or timelessness standards?"]},"sort":[9.480234,"8576967"]},{"_index":"complaint-public-v1","_id":"21904910","_score":7.8185635,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'This exchange below illustrates the fact that I asked Coinbase for assistance to transfer all my Bitcoin to cold storage (my own wallet).  My account is restricted with no reasoning given as you will see below.  It has simply referred to their \"backend\" review that they repeatedly said would take 48 hours.  It has been more than 48 hours and I have heard nothing.  I am not able to access my Bitcoin AT ALL!  I am unable to transfer it or perform any other transactions on the Coinbase site.  I was told I would need to liquidate my holdings and this has serious tax implications.  I have spent more than 24 hours trying to resolve this with numerous chats.   They have said numerous times there is nothing I am able to do to help with this restriction.  I have done nothing to give them concern.  I have logged in on my computer and the IP address is consistent.  They have records of all the chats.  I have registered a complaint with them that they responded to with it can take up to 45 days to resolve.  This is not acceptable as their own security is of great concern, meaning they have had accounts hacked and funds stolen.  \\n\\nThe best example is the chat that occurred XXXX XXXX XXXX XXXX However, the following is a good example.  \\n\\nI see, at the moment, I can see multiple restrictions on your account now, XXXX, that includes the send option you\\'re trying to do, this might be the reason why you\\'re unable to move your funds. Ill be reaching out to our back-end team to look into this further. Thank you for your patience, and Ill keep you updated as soon as I have more information.XXXX XXXX XXXX XXXX\\nThank you for your help. I apologize as I was quite frustrated at the timeXXXX XXXXThat is understandable, XXXX. Thank you so much for your patience. Im still in the process of gathering the necessary information from our back-end team. Unfortunately, I dont have an update just yet. I really appreciate your understanding, and Ill be back with an update as soon as I have more information.XXXX XXXX XXXX XXXXTo keep this chat session open, please send a quick message in the next 5 minutes while we continue working on your issue. After 5 minutes, you may be connected to a new agent.\\nVirtual Assistant.\\nXXXX XXXX\\nIll be glad to do that!\\nXXXX XXXX\\nPlease continue looking so this transfer can be made. Thank you!\\nXXXX XXXX\\nI just wanted to check in and thank you again for your patience. Im still waiting on the information from our back-end team. I know this is taking a little longer than expected, but Im committed to getting this resolved for you. I appreciate your continued understanding, and Ill be back shortly with an update.XXXX XXXX XXXX XXXXI appreciate you!XXXX XXXXIm just hoping we can get this cleared up!XXXX XXXXThank you so much for your patience, while I took the time to carefully review your account. I know waiting can be frustrating, especially when you\\'re dealing with account issues, and I truly appreciate you giving me the time to do a thorough review. I wanted to make sure I had all the facts before coming back to you.XXXX XXXX XXXX XXXXI want to be completely honest and transparent with you because that\\'s what you deserve. After reviewing your account, I have some difficult news to share, but I also have some potentially positive news  so please bear with me as I walk you through everything.XXXX XXXX XXXX XXXXFirst, the difficult part. Your account is currently restricted from buying, depositing, and sending cryptocurrency. I completely understand how concerning, frustrating, and even upsetting that must be  especially when you need to access and move your funds. I want you to know that I take this seriously, and I don\\'t want you to have to deal with this any longer than necessary.XXXX XXXX XXXX XXXXNow, I need to be upfront with you about the buy and deposit restrictions specifically. Unfortunately, those restrictions are permanent. This means that going forward, you will no longer be able to purchase cryptocurrency or deposit funds into your Coinbase account. I know those words carry a lot of weight, and I\\'m truly sorry for having to deliver that news. I wish I could offer a different outcome on that front.XXXX XXXX XXXX XXXXHowever, when it comes to the sending restriction on your account and withdrawal option, that is something I may be able to help with. Unlike the buy and deposit restrictions, the sending restriction is something that I can escalate to our specialized back-end team for review. If their review is favorable, this could potentially result in the sending restriction being lifted, which would allow you to send your cryptocurrency to an external wallet of your choice. I can\\'t make any guarantees on the outcome, but I want to make sure we explore every possible avenue for you, XXXXXXXX XXXX XXXX XXXXThe expected completion time for this review is approximately 48 hours. I know that might feel like a long time, especially when you\\'re eager to get this resolved, and I completely understand that. But I want to assure you that our team will be using that time to conduct a thorough and careful review of your account to ensure everything is properly addressed.XXXX XXXX XXXX XXXXOur back-end team will communicate any updates or further instructions to you directly via email, so I\\'d recommend keeping a close eye on your inbox  and just to be safe, please also check your spam or junk folder periodically so nothing slips through. And if for any reason you haven\\'t received an update within the 48-hour window, please don\\'t hesitate to reach back out to us. We would be more than happy to follow up on your behalf and make sure things are progressing.XXXX XXXX XXXX XXXXWell, I am sorry to hear about the restrictions. I don\\'t understand why. However, if I could transfer what I own to cold storage that would be wonderful.XXXX XXXXYes, XXXX, I completely understand that your main goal is to send your funds to your cold storage, and I want to make sure we get that taken care of for you.XXXX XXXX XXXX XXXXThis is precisely why I didn\\'t hesitate and immediately escalated your account for a review right away. I know how important it is for you to have access to your funds and the ability to move them to your cold storage, and I didn\\'t want you to have to wait a single moment longer than necessary. Your case deserves prompt attention, and I wanted to make sure it gets exactly that.XXXX XXXX XXXX XXXXI so appreciate your handling of this difficult situation. I don\\'t understand why the restrictions are there exactly. Is it something I can clear up? But, my main goal is to get this into cold storage and I so appreciate that.XXXX XXXXI understand you may want to know the specific reason behind this decision, XXXX  and I truly wish I could provide that level of detail. Unfortunately, I\\'m not able to disclose the exact reason the system placed these restrictions on your account. What I can share is that Coinbase may disable trading capabilities or services for a variety of reasons, which can include but are not limited to elevated risk of fraud, potential violations of our User Agreement, concerns related to payment methods linked to an account, certain account behaviors, and other security or compliance-related factors.XXXX XXXX XXXX XXXXXXXXBut since you\\'ve also mentioned that you wish to have your buy and deposit functionality restored as well, I want you to know that I\\'ve taken note of that.XXXX XXXX XXXX XXXXI\\'ll make sure to document this additional request and include it in your case so that our back-end team can take it into consideration as part of their review. This way, when they review the withdrawal and sending restrictions, they can also assess whether the buy and deposit functionality can be restored for you at the same time.XXXX XXXX XXXX XXXXSo, I will need to wait for 48 hours to find out if I can move BTC to cold storage. What if I am unable to transfer to cold storage at that point?XXXX XXXXI am confused by the limits are that are posted on my limits page. It says I have unlimited transfers currently - so I am just confused and trying to understand.XXXX XXXXI completely understand your worries about the review, XXXX, and I want to make sure you feel prepared regardless of the outcome.XXXX XXXX XXXX XXXXNow, here\\'s what I\\'d like to suggest to give you some peace of mind. Of course, I\\'m hoping for the best possible outcome for you, XXXX   I truly am. But in the event that the results come in and the decision unfortunately does not go in your favor, please don\\'t feel like all hope is lost. If that happens, I would strongly encourage you to contact us back right away. When you do, we can verify the information together, review the decision that was made, and take another thorough look at your case to see if there\\'s anything further we can do about the outcome or if there are any other avenues we can explore on your behalfXXXX XXXX XXXX XXXXHow do I make certain I can transfer my BTC? Are you able to do that review currently instead of waiting 48 hours?XXXX XXXXIs there any additional information I can provide in the event this is unsuccessful or today to make the decision easier for everyone?XXXX XXXXI appreciate your elevated security however, my goal has always been to be moved to cold storage.XXXX XXXXAll the transactions marked suspicious have been me trying to move to cold storage.XXXX XXXX, I hear you, and I completely understand your frustration. I genuinely wish I could do more on my end  if it were within my power to resolve this for you right here and now, please believe me when I say I would do it without hesitation.XXXX XXXX XXXX XXXXHowever, I want to be completely transparent with you. The review of your account is being handled by our specialized back-end team, and this is unfortunately not something I have the ability to process, influence, or expedite from my level. I know that\\'s not what you want to hear, and I\\'m truly sorry about that. But this process is specifically designed this way to ensure fairness and consistency for all of our users. Every case goes through the same review process, and I want to make sure yours is given the same thorough and impartial consideration that every customer deserves.XXXX XXXX XXXX XXXXnBut XXXX, here\\'s what I want you to take comfort in  I\\'ve made sure to thoroughly document every single important detail about your case. Your concerns, your goals, the fact that you need to transfer your funds to your cold storage, everything we\\'ve discussed today  it\\'s all been carefully and meticulously noted in your case file. When our back-end team sits down to review your account, they will have the complete picture right in front of them. I did this because I want to give your case the best possible chance, and I want our team to fully understand your situation.\\XXXX XXXX XXXX.\\n\\nThe same day there was an additional chat with a virtual assistant, below:\\nHi XXXX, this is XXXX  from Coinbase\\XXXX.\\nXXXX XXXX\\nWhat can we do for you today?\\XXXX.\\XXXX XXXX\\nHi! I apologize in advance buy are you human?\\nXXXX XXXX\\n...but, are you human?\\nXXXX XXXX\\nYes XXXX, 100 percent :XXXX XXXX\\nOK! XXXX, I am having difficulty and apparently AI has restricted all my activity and would like to clear this up if possible?XXXX XXXXSure, let me check the account and find out what happened here XXXX XXXX\\nWould you mind holding on for a few minutes?XXXX XXXX XXXX XXXX XXXX XXXX\\nOk, after reviewing the account XXXX, I\\'m sorry to say that you are no longer eligible to use Coinbase as a platform for purchasing crypto, deposits and adding payment methods. You can still sell your assets and cash out your funds on the available payment methods on your account.\\nXXXX XXXX\\nAbove is a screenshot of my limits page. What I was told was I could make no transactions which conflicts with this screenshot. I don\\'t understand. I simply want to move my BTC into cold storage and trying to do that has started this entire issue!XXXX XXXX\\nThis was decided by a review made on your account. After the review was conducted, the team decided that you can only withdraw your funds on the account.XXXX XXXXUnfortunately, we don\\'t have any access to the details of the review that was made on your account\\XXXX XXXXnWhat I want to do is move my BTC to cold storage in one transaction am I able to do that?\\nXXXX XXXX\\nThat won\\'t be possible XXXX XXXX\\nYou can only convert your crypto to cash and withdraw\\nXXXX XXXX\\nThat\\'s the only available option\\nXXXX XXXX\\nI do not understand, and I have been told so many different things I am confused\\nXXXX XXXX\\nI\\'m sorry but that the only detail I can provide you right now XXXX XXXX\\nWe don\\'t have more information about the review that was conducted on your account\\nXXXX XXXX\\nThey told me it would be 48 hours before a decision was made.\\nXXXX XXXX\\nBefore a review was complete?\\nXXXX XXXX\\nNormally it takes 24 to 48 hours, yes\\nXXXX XXXX\\nIn more complicated cases, it takes longer\\nXXXX XXXX\\nI want to address that what I was told by the previous agent and what appears on the limits page screenshot I sent above are conflicting but now what you are saying is yet another conflict. I just want to move my BTC to cold storage.\\nXXXX XXXX\\nwhen I first started this process I never expected so much trouble. my initial transactions were marked suspicious but even after I verified my identity there was still a limit on my account. after it was flagged suspicious again the limit was lowered. I do not understand why it is a problem for me to move my BTC to cold storage.\\nXXXX XXXX\\nYou can still move your funds but you will just have to convert it to cash then buy BTC again on a different platform and send it to your cold wallet\\nXXXX XXXX\\nI really can\\'t provide you any details about the restriction and the review as I don\\'t have visibility on it XXXX XXXX\\nI do not wish to sell my BTC. I simply want to move it to cold storage.\\nXXXX XXXX\\nThat option is not available anymore XXXX XXXXnThe only option available is to cash out your funds.XXXX XXXX\\nplease escalate this issue to someone above you, respectfully, so that I can resolve this. the options available at this moment are not satisfactory.\\nXXXX XXXX\\nI\\'m sorry but even if we escalate this, the result would be the same XXXX XXXX\\nThe result of the review conducted is final\\nXXXX XXXXnthe information on my limits page does not reflect what you or previous agents have said. at no point was this something that Coinbase tried to resolve. this is not good. I need you to transfer this to a manager or someone in your \"back end\" department so I can get this taken care of. this has now gone on for weeks and is very stressful. the lack of clarity and conflicting information is not good.\\nXXXX XXXX\\nso are you now telling me that the review I was told and hour ago would take 48 hours and would be emailed about it resolved and final?\\nXXXX XXXX\\nI\\'m taking about the general review which caused the restriction XXXX XXXX\\nDid the previous agent you talked to submitted a report to dispute?\\nXXXX XXXX\\nplease review the previous chat with someone named XXXX XXXX XXXX XXXXnHold on XXXX, let me look for it\\nXXXX XXXX\\nOne moment please\\nXXXX XXXXnI\\'ve found the chat already\\nXXXX XXXX\\nI see that they sent a request to dispute this a few hours ago XXXX XXXXnTo keep this chat session open, please send a quick message in the next 5 minutes while we continue working on your issue. After 5 minutes, you may be connected to a new agent.\\nVirtual Assistant.\\nXXXX XXXX\\nDid the agent advise you that it would take 24 to 48 hours for the review to get back to us on this?\\nXXXX XXXX\\nif such drastic restrictions were going to be placed on my account, why was I not notified about that?\\nXXXX XXXX\\nyes, I originally just wanted to send the screenshot that showed the conflicting information on my limits page and what I was told in the previous chat but unfortunately my concerns are growing after I have received this new information from you.\\nXXXX XXXXnAt this point, since a request for review was made then all you had to do is wait for that to complete\\nXXXX XXXX\\nwhy is my limits page STILL showing different information that you are currently telling me?\\nXXXX XXXX\\nThat\\'s just there for reference but the restrictions are in place\\nXXXX XXXX\\nwhy was every option to do anything on this platform limited as soon as I tried to move my BTC to cold storage?\\nXXXX XXXX\\nif it is for reference and shows wrong information then what is it referencing?\\nXXXX XXXX\\nWe don\\'t have access to that information. As I\\'ve advised before. We don\\'t have visibility on the review that happened on your account\\nXXXX XXXX\\nhow would I know these restrictions were happening since I am being given wrong information in my account?\\nXXXX XXXX\\nThat reference is for basic active account references. One that doesn\\'t have restrictions on them\\nXXXX XXXX\\nI\\'m sorry for the confusion because of that. I can raise that with the engineering team for feedback but that\\'s the only thing I can do for you XXXXXXXX XXXXnI would like to speak to your manager.\\nXXXX XXXX\\nThey would only tell you the same thing XXXX XXXX\\nInsisting to talk to one would not really create any difference\\nXXXX XXXX\\nplease escalate this to the person above you.\\nXXXX XXXX\\nI can\\'t because a review is already in place made by the previous agent XXXX XXXX\\nAgain, all we have to do right now is to wait for that review to complete in 24 to 48 hours\\nXXXX XXXX\\nThe next team above me is the review team that will be doing the review for your accountXXXX XXXX\\nyou are telling me you are unable to see a lot of important details I am asking about. please transfer me to the department that is able to answer the questions you do not have access to.\\nXXXX XXXX\\nThere is no other line to transfer you XXXX  to be honest\\nXXXX XXXX\\nThe review team doesn\\'t talk to customers, they only conduct reviews returns the cases to our team after it\\'s doneXXXX XXXXnAt this point, what can be done has already been completed by the previous agent you talked to named XXXX XXXX\\nThey submitted the review request to dispute the results and now the next option is to wait for that review to finish\\nXXXX XXXX\\nit seems very common for people to transfer their BTC to cold storage. what about me doing so makes my account look suspicious? why after it was originally flagged and I completed additional verification was it not removed?\\nXXXX XXXX\\nPushing back will just cause delays here XXXX. I\\'m trying to be frank with you here. The best course of action is to wait for the review to complete.\\nXXXX XXXXnis there a difference in moving my entire balance or moving it in small amounts? do the fees change or is it the same no mater how you transfer it?\\nXXXX XXXX\\nIt would cost you more to move your balance in small batches\\nXXXX XXXX\\nI am not pushing back. I am trying to obtain information about my account and clarify multiple discrepancies from various agents.\\nXXXX XXXX\\nTo keep this chat session open, please send a quick message in the next 5 minutes while we continue working on your issue. After 5 minutes, you may be connected to a new agent.\\nVirtual Assistant.\\nXXXX XXXX\\nclarifying, if it is in fact a higher cost to move things in small amounts then wouldn\\'t it make sense that I would want to move my BTC to cold storage all at once?\\nXXXX XXXX\\nYes it does but again. The account has been restricted by the review team XXXX. We can\\'t lift that ourselves that\\'s they the last agent you talked to did the right thing and submitted a request to dispute it\\XXXX.\\nXXXX XXXX\\nAll we can do right now is to wait for the result of that review in 24 to 48 hoursXXXX XXXX","date_sent_to_company":"2026-05-05T19:47:17.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"29063","tags":"Older American","has_narrative":true,"complaint_id":"21904910","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2026-05-05T19:09:27.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I know that might feel like a long time, especially when you\\'re eager to <em>get</em> this <em>resolved</em>, and I completely understand that."]},"sort":[7.8185635,"21904910"]},{"_index":"complaint-public-v1","_id":"2495277","_score":7.8003626,"_source":{"product":"Checking or savings account","complaint_what_happened":"On  XXXX   XXXX ,    2017 I con tac ted SunTrusts Stop Payment depa rtment ( proof submitted, #  1 ) to interc ept an upcoming invoice for which I had revoked my authorization.     T he Stop Payment employee gave me a baffling reply ( proof submitted ; # 2 ). Naturally, in my stop payment request I specified which payment I was talking about : that it was an invoice coming via **** in an amount of {$240.00} ( and I gave its number ) that I wanted to be stopped. One cant be more precise than that. However, far from honoring my request, or at least addressing my concerns, SunTrust discu ssed a CHECK CARD purchase, made in a DIFFERENT AMOUNT. The authorizationthe employee wroteoccurred on   XX/XX/17   at   XXXX   XXXX  .  ET, an d the card ending in **** was used. So not only was this transaction different in every respect from the  one I  wanted to prevent, it was authorized HOURS AFTER I contacted  SunTrust with my sto p payment request ( at  XXXX   XXXX   XXXX   ). It must be clear to everybody but the most careless reader th at it COULDNT have been the item that I sought to stop. The next day SunTrust paid, over my express wishes, the amount for which I had revoked authorization. To da  te (    XX/XX/XXXX  ), S  unTrust ha s failed to give any explanation as to why their Customer Service/Stop Payment employee did not address at all the problem for which I requested assistance.     What could have prompted the employee to concentrate on an item that did not resemble in any aspect the item described in my stop payment request? I think he wrote about whichever item he saw in my record because the invoice in question had not yet been presentedthus the loss was eminently preventable at that time. Why did he not act upon my timely request, thereby preventing a foreseeable loss? I can not fathom that. The fact remains, though, that in spite of my   XX/XX/XXXX  contacting Customer Service/Stop Payment department ( proof of which I am   submitting with this complaint,  # 1 ),  on   XX/XX/XXXX  ( t hat is, already in possession of the information that I had revoked my authorization for the char ge ) SunTrust paid t he invoice AGAINST MY CLEARLY STATED INTENTIONS.     Having been unsuccessful getting either my order or my money back from the merchant, o n  XX/XX/XXXX  I c ontacted  SunTrust to dis pute the charge. I explained ( proof submitted,  # 3 ) that my reason was that even though I contacted SunTrust o n   XX/XX/XXXX  to pr event payment,  SunTrust failed to  do so, and I felt making me bear the consequences of SunTrusts failure to act upon my request is wrong.      SunTrust s ent me an affidavit form pertaining to the   XX/XX/XXXX  charg e, which I returned  via U.S. Mail t o the address given to me as soon as I received it, having marked I revoked the authorization I had given to the party to debit my account before the debit was initiated. Date I revoked the authorization :  XXXX   XXXX ,    2017.       SunTrust ig nored my signed affidavit ( which was quite an insult on their part ), just as it ignored the   XX/XX/XXXX  expl anation of my claim. While initially it issued a provisional credit in the disputed amount , SunTrust de nied my claim, declaring that the charge resulted from a valid transaction, and revoked the provisional credit.      SunTrust ass erted that the transactionconducted on  XXXX   XXXX ,    2017 was co mplete and valid. There were no errors on the transaction, and withdrew the provisional credit. BusinessDictionary (   XXXX   XXXX   XXXX   ) defines transaction  ( definitions 4 and 3 ) as an [ e ] xchange of goods o r services between a buyer and a seller or [ a ] ctivity affecting a bank account and performed by the account holder or at his or her request. As I have not received anything in exchange for my money, which was paid not AT, but AGAINST my request, this was not even a transaction, let alone a complete and va lid one. But when I brought this up, curious to learn why SunTrust  considers to be a valid transaction something that does not conform to either applicable definition of the t erm, SunTrust conveniently ignored this point, too. ( To add insult to the injury, they invariably offer in every communication to answer any questions I still may have. ) I have  been trying to recover my money for ove r four  months. A number of exchanges have taken place sinc e  XX/XX/XXXX . Th ese, however, did not lead to a resolution, due to a complete lack of good faith on the part of  SunTrust. The singlemost important fact in this case is that I informed SunTrust that I had revoked my authorization for a payment in time to prevent the loss, yet SunTrust paid   the amount all the same. This is the basis of my claim. However, communications from  SunTrust do not mention having been notified that the amount was no longer authorized, nor do they explain why the Stop Payment department did not address my request at all. They recite in tedious detail fact s that are irrelevant and not even in dispute, but carefully avoid the fact that is the most crucialthat the Bank paid an amount, knowing full well that I had revoked authorization for it. I have brought this matter to their attention so many times that the Bank cant be unaware of it. Rather, their actions are consistent with a refusal to take responsibility for their own fault. Although handling a depositors money not with reasonable care, but with a complete disregard for the depositors wishes   is bad enough, compounding it with excising facts in order to materially alter a customers case ( so that they can deny it ) makes it much worse. I am saddened that SunTrust values its reputation and integrity so little that it resorts to such tactics, just to avoid responsibility.\nSunTrust boasts to have a dedicated fraud protection team to ensure that you are not held responsible for charges you did n't make '' ( # 4 ). I assume that this is a company policy and not a calculated false statement. SunTrust has clearly violated this policy.\nI am a senior citizen, trying to survive on an extremely limited income since my unexpected retirement. I have lived financially responsibly my entire life ; never spent more than I earned. But due to SunTrusts improper actio  ns ( paying a party an amount I did not authorize, and making me bear the consequences of their own wrongdoing ), I did not have enough money left in my account to cover a check  . So SunTrust began charging me overdraft fees. This shifted the balance further to the negative, so next time SunTrust again penalized me for it. So for SunTrust, this is a gift that keeps giving, as they say. To date, SunTrust has frittered/siphoned away 75.44 % of my monthly income.\nKnowing from a long experience how SunTrust deals with complaints, I try to speed up the process a bit. Here are SunTrusts policies pertaining to overdraft fees, as I found them on their website. I would n't say a word against SunTrust 's applying these policies, had the negative balance come about through my own fault. I want SunTrust to reimburse me for the overdraft fees only because SunTrust itself has caused the condition for which it keeps penalizing me. And that goes against every principle of justice and fairness.\nOverdraft Fee A {$36.00} fee that is incurred when a transaction amount exceeds    your available balance and is paid with negative funds.       Extended Overdraft Fee A {$36.00} fee that is incurred when your current ( ledger ) balance has been negative for five consecutive business days ( excludes Saturdays, Sundays and ho lidays ). We start counting on the day your current balance becomes negative. https : //www.suntrust.com/facts-about-banking/understanding-bank-fees/overdraft-fees P lease note that it does not say anywhere that SunTrust is entitled to exact these fees even if the negative balance comes about as a result of SunTrusts own wrongdoing. I submit that the Bank should not continue to benefit from conditions that its own wrongdoing brought about. Should SunTrust disagree, I am asking it to kindly give me the URL for the warning that SunTrust will exact these penalties even if the bank itself causes the negative balance.\nFrom the moment SunTrust charged my account against my instructions, I lost co  ntrol of my money. Once the Bank managed to cause a negative balance, it can, pointing to its above-cited policies, keep siphoning off at least {$72.00} each month, like clockwork, until my entire retirement income is used u p. SunTrust has  already caused me the loss of 75.44 % of my monthly income. And I am completely powerless, because they pretend that their wrongdoing did not happen ; they admit of no fault ; their replies only insult my intellect as they make me appear an unreasonable person unable to understand simple policies.     I will greatly appreciate CFPBs efforts to have this matter resolved. I am attaching proof of the basis of my claim. Because of the hardships I am suffering, I would be grateful for a speedy resolution. Thank you very much for all your assistance.","date_sent_to_company":"2017-06-09T19:32:32.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"241XX","tags":"Older American","has_narrative":true,"complaint_id":"2495277","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2017-05-26T20:38:38.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I will greatly appreciate CFPBs efforts to have this matter <em>resolved</em>. I am attaching proof of the basis of my claim. Because of the hardships I am suffering, I would be grateful for a speedy resolution. Thank you very much for all your <em>assistance</em>."]},"sort":[7.8003626,"2495277"]},{"_index":"complaint-public-v1","_id":"13117819","_score":6.760933,"_source":{"product":"Mortgage","complaint_what_happened":"PENNYMAC LOAN SERVICES LLC THE MORGAGE SERVICING FOR MY MORTGAGE LOAN ; THAT HAS BROKEN NUMEROUS FEDERAL AND STATE LAWS .. IS TRYING FORECLOSE ON MY HOME WHEN AT THAT TIME I HAD MADE ALL PAYMENTS, THEY HAD OVERBILLED MY LOAN, RAISED MY MONTHLY PAYMENTS BY OVER {$500.00}, USED THE FALSELY BILLED AMOUNTS AND ACCOUNT BALANCE TO SAY THAT I HAD MISSED PAYMENTS AND NOW AT THIS TIME THEY ARE : I HAVE REQUESTED TO BE IN ONE OF THE HUD PROPRAMS FOR AVOIDING FORECLOSURE AND THEY ARE TRYING TO DO MORE ILLEGAL ACTS .. DOUBLEING MY INTEREST RATE, RASING MY PAYMENTS, HIDE THESE BY ADDING 20 YEARS TO THE LOAN .. AND IN THE AMOUNT BEING PUT INTO A HUD LOAN ALL THE OVER BILLING AND ADDED CHARGES THAT I DO NOT OWE AND ADDING ADDITIONAL TERMS TO THE LOAN TO FURTHER CAUSE MORE NEGITIVE EFFECTS ON ME : : I HAVE DETAILED WHAT THEY HAVE DONE HERE ; Pennymac Loan Service LLC Perpetrated numerous wrongful actions, perpetuated over an extended period of time, causing irreparable damage, sustained hardships, suffering mental anguish and physical distress. \n\nI have left some of their behavior and actions out as it is already a great deal being required to be included in this statement of complaint, necessary to provide a proper accounting of the major offences Pennymac has committed and are solely responsible for.\n\nAnd is still on going to the present time I have attached documentation in support of all claims contained including : XXXX XXXX Treasurers statements, bank statements, Pennymac escrow statements, corrected billing amounts, payment history, and proper account balances, etc. \n\nI have provided references to these attached documents with their corresponding events, represented by ( DOC ) identification numbers posted on each of the documents, I begin with the primary inciting events OVERBILLING OF ESCROW AND MONTHLY PAYMENT AMOUNTS, UNLAWFUL DEBT COLLECTION PRACTISES, FAILURE TO PERFORM PROPER AND REQUIRED CORRECTIVE ACTIONS Received Pennymac regular escrow statement dated XX/XX/XXXXXXXX  ( XXXX XXXX XXXX ) New monthly payment amount $ XXXX county tax amount {$1400.00} 3 months later received 2nd Pennymac escrow statement dated XX/XX/XXXX ( XXXX XXXX XXXX ) New monthly payment amount $ XXXX county tax amount {$7000.00} XXXX XXXX Treasurer tax statement for XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( XXXX XXXX XXXX ) net tax {$1500.00} total annual charges {$2900.00} Pennymac billed {$2900.00} by XXXX XXXX Treasurer, Pennymac billed my escrow account {$7000.00} Difference of {$4100.00} overbilling causing monthly payment amount to Increase from {$990.00} to {$1500.00} Difference of {$500.00} overbilled monthly Corrected monthly payment amount using the correct values {$1000.00} XXXX XXXX tax {$2900.00} Mortgage Ins. {$1000.00} Hazard Ins. {$1100.00} {$5000.00} DIV x XXXX {$420.00} {$420.00} + P & I {$670.00} = {$1000.00} Pennymac {$1500.00} - Corrected {$1000.00} {$410.00} overbilled monthly payment amount x XXXX = {$4900.00} Total for XXXX XXXX billing cycle Contacted Pennymac several times and advised of the error. and disputed charges Initially I had not looked closely at the details, just knew this was incorrect. I therefore continued making monthly payments of {$990.00} As this amount corresponded with the amounts I had been paying since refinanced loan In XXXX which is when Pennymac became the servicer without my authorization or Consent. \n\nIn fact made additional payments along with the regular monthly payments Example of payment amount history up to this point XXXX  {$960.00} XXXX  {$930.00} XXXX {$940.00} XXXX {$960.00} ( corrected proper amount, as I was To discover Pennymac began overbilling at This time The following year Pennymacs new escrow statement dated XX/XX/XXXX ( XXXX XXXX XXXX ) Now arriving 3 months later than the previously regular dates Stating new monthly payment amount $ XXXX XXXX tax amount {$5300.00} XXXX XXXX Treasurer 's statement for XX/XX/XXXX - XX/XX/XXXX Net tax {$1600.00} total annual charges {$2500.00} ( XXXX XXXX XXXX ) Pennymac billed {$2500.00} by XXXX XXXX Treasurer. \nPennymac billed my escrow account {$5300.00} Amounting to {$2700.00} overbilling Corrected proper monthly payment amount using proper values $ XXXX XXXX tax {$2500.00} Mortgage Ins. {$970.00} Hazard Ins. {$1200.00} Total {$4800.00} div x XXXX = {$400.00} {$400.00} + P & I {$670.00} {$1000.00} corrected proper monthly payment amount Pennymac monthly payment amount {$1300.00} Corrected proper payment using proper values {$1000.00} Pennymac {$1300.00} - {$1000.00} corrected proper amount {$220.00} overbilling monthly When I finally did begin reviewing the account activities found overbilling on XXXX  billing Cycle ( XXXX XXXX  XXXX ) ( XXXX # XXXX ) Pennymac billed monthly payment amount of {$1000.00} Corrected proper monthly payment amount using correct values {$960.00} Pennymac {$1000.00} - {$960.00} proper corrected amount = {$55.00} overbilled monthly = {$660.00} total overbilled amount for XXXX {$660.00} overbilling for XXXX {$4900.00} overbilling for XXXX {$2700.00} overbilling for XXXX {$8300.00} total overbilling for XXXX XXXX XXXX FUNDS MISSING FROM ESCROW ACTUAL ACCOUNT BALANCES While reviewing details of account activity more closely found additional discrepancy. \n\nEscrow statement account balances ending balance from one billing cycle to beginning Balance of the next cycle missing amounts with no corresponding disbursement Ending balance for XX/XX/XXXX. XXXX = + {$1300.00} Beginning balance for XX/XX/XXXX. XXXX + XXXX {$1.00}, XXXX gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$950.00} Beginning balance for XX/XX/XXXX = + {$690.00} {$260.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = XXXX Beginning balance for XX/XX/XXXX = - ( XXXX ) {$970.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$870.00} Beginning balance XX/XX/XXXX = - ( XXXX ) {$1100.00} gone ( XXXX, XXXX ) {$1200.00} XXXX {$260.00} XXXX {$970.00} XXXX {$1100.00} XXXX {$3600.00} total of money unaccounted for, vanished, For. XXXX, XXXX, XXXX, XXXX Ending balance for XX/XX/XXXX = - ( {$3000.00} ) Beginning balance for XX/XX/XXXX = - ( XXXX ) - ( XXXX )??? gone ( XXXX, XXXX ) Ending balance XX/XX/XXXX = {$2400.00} Beginning balance for XX/XX/XXXX = - ( XXXX ) {$2600.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$6200.00} Beginning balance for XX/XX/XXXX = - ( {$3900.00} ) {$10000.00} gone ( XXXX, XXXX ) - ( {$170.00} ) XXXX {$2600.00} XXXX {$10000.00} XXXX {$13000.00} XXXX {$3600.00} XXXX - XXXX {$13000.00} XXXX - XXXX {$16000.00} total from XXXX - XXXX MISREPRESENTATION STATUS, MISSING PAYMENTS, FALSE ACCOUNT BALANCING, EXCESSIVE THIRD PARTY CHARGES, FAILURES REGARDING QWR ERROR CORRECTION, AND IMPROPER RESPONSE TO ERROR AND DISPUTE, WRONGFUL FORECLOSURE PROCESS. \n\nAs previously mentioned I had been consistently making regular Monthly payments in the amount of {$990.00} along with additional Payments to assure any missed payments had been cured, as I had worked very hard to make up for 3 missed payments that had occurred in XXXX  due To a change of employment in XXXX of XXXX. \n\nUpon returning to regular Employment, resumed normal monthly payments and when possible made extra payments to cure the missed ones beginning the month of XX/XX/XXXX. ( see attached ( XXXX ), ( XXXX ) containing corrected value of payment history and proper account balances up to and including XXXX XXXX ) By the month of XX/XX/XXXX, Had managed to cure 2 of the 3 missed Payments and had 1 remaining In the month of XX/XX/XXXX I had managed to clear all missed payments ( using proper payment amounts ) and continued to make multiple Payments monthly that accounted for all monthly payments up to and Including XX/XX/XXXX .Again using the correct monthly payments And account balances ( XXXX, XXXX ) In fact had made payments totaling {$20000.00} from XXXX of XXXX to XXXX of XXXX. ( see attached ( XXXX ), ( XXXX ) of Bank statements showing payments made to Pennymac ) Also prior to, threw this time and continuing to the current time Pennymac billed excessive third party charges for property inspection and property preservation fees. beginning in XXXX but occurring Monthly from XXXX including multiple times in the same months up to 3 times in the months of XX/XX/XXXX, XX/XX/XXXXXXXX  and XX/XX/XXXX. and continuing monthly to XX/XX/XXXX. and appears from What billing statements I have seen, has continued threw to the current time Along with the amounts of these charges having been increased since XXXX of XXXX In XXXX of XXXX began receiving from Pennymac and XXXX XXXX. Notices of default, demands for Payments of full balance plus additional fees and charges and notice of Non-judicial foreclosure proceeding had been filed by XX/XX/XXXXXXXX  These notices contained varying amounts, but included Demands for missed payment from XX/XX/XXXX and all subsequent Payments forward, foreclosure fees, and other fees and charges. \nTotaling amounts from {$8200.00} up to {$9800.00} for the same time Frame The demands for full balance payment including additional fees and Charges from {$130000.00} up to {$130000.00} again for the same time Frame.\n\nPlease again refer to attached XXXX, XXXX, XXXX, XXXX Confirming all monthly payment amounts accounted for and payments Made threw XX/XX/XXXXXXXX   which accounts for all monthly payment Threw to and Including XX/XX/XXXX. \n\nI later noted this activity began immediately following the expiration of the Covid -19 government suspension of home foreclosure and renter evictions in XX/XX/XXXX. \n\nI again contacted Pennymac and sent Qualified Written Notice of billing And other errors including dispute of foreclosure and said errors. \n\nAfter not receiving a response.. called back and was advised A Priority Complaint Specialist named XXXX XXXX had been assigned to Address my issues and disputes. and was transferred to her. \n\nShe Confirmed receipt of my notice of errors and dispute. we discussed a Few of the details. threw the conversation, she attempted to control the Call, justify their behavior, while presenting the impression that I was the One in the wrong. After I had pointed out a number of flaws and corrected Almost every comment she had made. she asked as she was still Reviewing the account and looking into the details, if I give her some time She will contact me in a few days.\n\nAfter again no response for an extended period, called her back again. \n\nWhen I advised following up as I had not heard from her. she advised that she had sent me an email. \n\nThe manner in which she sent it, did not appear Showing as normal emails appear ( which is why I had not seen it thought I was watching for it ) needed instructions on finding it, in addition to a special Process to open it. \nThe email, being the response to my written notice of error and dispute, Failed to properly provide required statements ( no errors found ), actions required to have been be take ( Investigation ), detailed explanations demonstrating that the accounting was correct, ( violated terms of RESPA ).\n\nDuring the conversation that followed and what the emails content Actually Consisted of was : an explanation of the escrow process, How they are required to do that process That they have the right to getting the monies back from Taxes and insurance they pay for me., During the phone conversation she continually tried : to control the Call, justify her position and actions, made ridiculous Statements that made no sense, one of these statements actually Confirming that they had performed An unnecessary, unwarranted, unrequested, and unscheduled audit of the account that was actually Done by a department manager that caused obvious errors resulting in the overbilling of several thousands of dollars to the account. And more. \n\nAs for my part, after listening to each of her statements, I responded by Presenting her with examples of how her statements were not correct, Did Not actually address the issues that I had reported to her, I would restate the questions or asked for her explanation of some of the Specific details that I had included in my notice .One of which how I Could possibly have any kind of outstanding balance or any missed Payments after making {$20000.00} in payments during the Previous 13 month Period from XX/XX/XXXXXXXX  through The end of XXXX XXXX  to an account that has a total yearly average billing amount of approx {$12000.00}. \nI further asked how I could owe payments from XX/XX/XXXXXXXX  and the Subsequent payments as I had made payments totalling {$4000.00} during That same time through to the end of XXXX XXXX. \n\nAs she had no real response to these questions with the exception of that When she had looked only at the payment amounts I had made totaling Approx {$21000.00} she said she was only seeing between {$14000.00} or {$15000.00} .. in response I sent her a copy of my bank statement that Showed all the payments made to Pennymac and only the payments to Pennymac due to the manner that I have always set my payments through the bill pay services my bank provides and this provides an Activity / payment history for just those payments made to their Company.\n\nIn the end I advised that she will want to look at this again, stop the Foreclosure that was wrong and I was not missing any payments. Make The corrections to the account due to their error and let me know when properly sorted first her response was that she could not stop the Foreclosure and that there is no sale date at this time I pointed out She could stop it and discuss this with her supervisor. have him do it Then. She again said she would get back to me. \n\nAfter this we only spoke a couple more occasions and every time Just got worse, she basically refused to make the corrections, said she Could not stop the foreclosure adding that there was no sale date, etc. \n\nAt this point I tried to find legal representation however after being Unsuccessful, I was forced to file the suit myself. \n\nThe case number XXXX. THE FEDERAL DISTRICT COURT OF NEVADA. \n\nDuring this process, per one of the Nevada Revised Statutes ( NRS ) Regarding legal actions where that statue XXXX Unfair Practices ; injury to person of property. is involved in the complaint A copy of the complaint needs to be filed with the Nevada Attorney Generals Offices : Fraud Department.. Copy was filed with that office FRAUD, ABUSE AND MISMANAGEMENT OF A HUD FUNDED PROGRAM, CONTINUED ATTEMPTS TO PROFIT, COLLECT ON OVERBILLING AND TERMS PROVIDING ASSISTANCE TO PENNYMAC TO FORECLOSE. \n\nHave recently been finding additional methods of recourse and options To defend against Pennymacs actions destroying any quality of Life in my future.\n\nI came across the programs being provided by The Department of Housing and Urban Development ( HUD ) that assist struggling homeowners with FHA mortgages, avoid foreclosure and provide Relief and aid in recovery of homeowners that they can again build for their future.\n\nAdditionally that mortgage servicers are required to find alternatives And to specifically provide these homeowners with these programs to Avoid foreclosure and keep their homes. Which in my case Pennymac Has again failed to do what they are required to do. \n\nI Contacted Pennymac and formally requested to participate in these Programs. Also provided the details of the events And there actions that caused this situation.The loss mitigation department agent advised me that they would review the mortgage account and the escrow account and advise me of the result.\n\nI requested an email or some method to Send them all the details regarding the errors they had committed, providing them with proper accounting that would aid in this process. \nAs I was advised that the review of the escrow account details would Be one of the first things that would be done. I sent to the Attention of the escrow department, the first of the account details That they could make the needed corrections, allowing for this to Be completed by the time loss mitigation would receive the remainder Of the details I was sending.\n\nIn response I received a large envelope containing a number of Documents. \n\nThis turned out to be another demonstration of Pennymac abhorrent, atrocious, and despicable behavior and their perpetration of additional acts of wrongdoing that they have committed.\n\nThe first of the documents dated XX/XX/XXXXXXXX  Stating we are happy to offer a Federal Housing Administration ( FHA ) COVID Recovery Modification and Partial Claim No Trial. \n\nShortly thereafter, Informed me that they had decided that they were not able to offer me any of the several other programs, of which I already knew that I did actually qualified for others of these program that would be better suited to me and would truely Help me a great deal more. One of these other program that they should have offered me would have also coincided more with the proper purpose intended By HUD and the reasons they created these programs.to begin with.\n\nTo demonstrate how this offer would have the completely opposite Consequences to those which they were required to provide me with. \nThe following is a listing of the actions Pennymac is going to take in Accordance with terms of this offer that was to provide me with Assistance that they are required to provide This will demonstrate how their offer would cause additional hardships rather than relief them, Would perpetuate my continued suffering of these hardships for another 40 years.\n\nThey would collect on the fraudulent overbilling, falsely attached additional fees and charges And more. \n\nInstead of helping me to avoid foreclosure, they are including Additional terms in loan modification agreement that would actually help them to foreclose. \n\nTheyre going to increase my interest rate from the current 3.625 % To almost double that rate to 6.625 % Theyre going to increase my monthly payment from {$1000.00} to {$1100.00} an increase of {$30.00} when in fact it qualifies to be Lowered. In accordance with the Homeowner Protection Act to Remove the mortgage insurance charges permanently.\n\nTheyre going to add 20 ( twenty ) years of payments to the original Loan that would have been satisfied XX/XX/XXXXXXXX  now however the new loan satisfaction date would be XX/XX/XXXX. ( which considering I am XXXX XXXX XXXX at this time, I will be XXXX XXXX XXXX when this occurs ) At which time I will Be able to begin paying off the amount of the partial claim being attached in the amount of {$40000.00} That amount Includes all the fraudulent overbilling amounts they caused and refused to correct for, along with the other additional False charges they added. \n\nThe reason Pennymac actual added this additional term was to conceal the fact that they doubled the interest rates.\n\nTheyre going to add XXXX XXXX XXXXXXXX XXXX to the loan. A firm that that Pennymac paid out of my account shown on my loan transaction / activity statement activity, that they were paid fees for foreclosure trustee sale guarantee costs fees. Which are included In the above mentioned amounts being included to the Partial Claim amount being added to the loan. For fees related to the Wrongful processing of the non - judicial foreclosure that they Initiated when I had made all my payments and was not truly in default. \n\nTheyre going to add additional terms to the loan providing them the ability of processing non - judicial foreclosure proceedings whenever they should decide to do so. While reducing my abilities To defend against them doing it to me again. Which they were not Allowed to do it in the first place.\n\nTheyre adding another additional term to the loan that makes Mortgage Insurance payments permanent and that they will no Longer be required to remove them as provided for in the Homeowner Protection Act. of which my loan now qualifies for the removal of these charges due to the fact that my loan balance is 80 % or Less than the original property value. As I purchased my home In XXXX and have made 17 years of payment. \n\nAs previously mentioned there are a number of additional wrongful Acts and behavior that Pennymac has committed of which I am Not including at this time, as this has required excessive amounts Time, energy, and expense involved in this whole situation that Should never have occurred and should have been and they could have resolved this a long time ago.\n\nI have followed up with Pennymacs loss mitigation department regarding the loan modification offer I have just provided above. I Have spoken to them and sent these same written details to them Again including the same supporting documentation that I have Attached to this complaint.\n\nThis includes an outline and provides Details of the more appropriate offer that I should have been presented with. That would resolve all issues in this matter By providing a more fair and equitable solution to the one They presented it to me.\n\nI have expressed that I am still requesting their assistance and Desire to participate in the HUD programs or any program, will continue to work with them to get these matters resolved, save my home, And find a resolution to all of this that I may be able to move On With my life and put this whole thing behind me.l I am reaching out to you as I am in great need of your protection from this company.\n\nNeed your assistance to prevent them from taking my home that I have worked so very hard for. \n\nForce them to repair the damage they have caused.\n\nHold them accountable for their despicable behaviour And the atrocious acts they have committed against a good person That has been forced to endure all the malicious mistreatment and The undue suffering of the extreme hardships that Pennymac has purposely inflicted upon someone that is innocent of fault in this matter and undeserving of the treatment Pennymac has imposed.\n\nPlease help me THE FOLLOWING IS A TABLE OF CONTENTS AND DESCRIPTION OF THE ATTACHED DOCUMENTATIONS REFERENCED ABOVE THAT PROVIDES VERIFICATION OF AND IN SUPPORT OF THE DETAILS OF THE STATEMENTS THAT HAVE BEEN PRESENTED IN THIS COMPLAINT. \n\n( XXXX XXXX XXXX ) THE XXXX XXXX TREASURERS YEARLY STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF : XXXX - XXXX THAT SHOWS THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1400.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$1400.00} ( XXXX XXXX XXXX ) PENNYMACS YEARLY ESCROW STATEMENT OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX - XXXX XXXX TAX {$1300.00} / XXXX  XXXX {$980.00} / MORTGAGE INS. \n$ XXXX AND A UNACCOUNTED FOR SHORTAGE OF {$760.00} XXXX XXXXXXXX THE PAYMENT AMOUNT FROM {$940.00} TO {$1000.00} ( DOC # 3 ) THE XXXX XXXX XXXX XXXX STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1500.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2900.00} ( XXXX XXXX XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XX/XX/XXXXXXXX  OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXXXXXX XXXX XXXXXXXX XXXX TAX {$1400.00} / MORTGAGE INS. {$1000.00}/ XXXX XXXX. {$1100.00} PAYMENT AMOUNT FROM {$1000.00} TO {$990.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX XXXX OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX - XXXX XXXX TAX {$7000.00} / MORTGAGE INS. {$1000.00}/ XXXX XXXX. {$1100.00} PAYMENT AMOUNT FROM {$1000.00} TO {$1500.00} ( XXXX  # XXXX ) THE XXXX XXXX TREASURERS YEARLY STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1600.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2500.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX XXXX  OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX XXXX TAX {$5300.00} / MORTGAGE INS {$970.00} / HAZARD INS {$1200.00} PAYMENT AMOUNT FROM {$1500.00} TO {$1300.00} ( XXXX # XXXX ) THE XXXX XXXX XXXX XXXX STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1700.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2000.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX XXXX TAX {$1700.00} / MORTGAGE INS {$970.00} / HAZARD INS {$1200.00} PAYMENT AMOUNT FROM {$1500.00} TO {$1000.00} ( XXXX XXXX ) LIST OF THE TRUE MISSED PAYMENTS FOR XXXX, XXXX AND TO DATE FOR XXXX USING THE PROPER VALUES. \nTHE AMOUNTS OF {$1000.00} FOR XXXX ARE FROM PENNYMACS ESCROW STATEMENT THE AMOUNT OF {$1000.00} XXXX CALCULATED USING PROPER VALUES. THIS ALSO SHOWS THE MAXIMUM TOTAL AMOUNTS OF THE PROPER AMOUNT THAT SHOULD BE POSTED FOR THE PARTIAL CLAIM AMOUNT OF EITHER {$29000.00} OR {>= $1,000,000} INSTEAD OF THE {$40000.00} WHICH IS THE AMOUNT IN PENNYMACS OFFER INTENDS TO PROVIDE FOR THE PARTIAL CLAIM AMOUNT WHICH INCLUDES THE OVERBILLED, AND ADDED FALSE CHARGES THAT ARE NOT OWED ( XXXX XXXX ) XXXX XXXX  STATEMENT SHOWING ALL PAYMENTS MADE TO PENNYMAC FROM XX/XX/XXXX - XXXX XXXX XXXX ( XXXX XXXX ) XXXX XXXX  STATEMENT SHOWING ALL PAYMENTS MADE TO PENNYMAC FROM XXXX XXXX XXXX - XX/XX/XXXX ( XXXX XXXX ) REPRESENTS THE PROPER BILLING AND PAYMENT ACCOUNT ACTIVITY INCLUDING THE PROPER ACCOUNT BALANCES CALCULATED USING THE CORRECT VALUES FROM XX/XX/XXXX TO XX/XX/XXXX COLUMN LABELED DATE = DATES OF BILLING CYCLE COLUMN LABELED XXXX XXXX = CORRECT PAYMENT AMOUNT FOR THAT BILLING CYCLE COLUMN LABELED XXXX XXXX  = DATES PAYMENTS WERE MADE COLUMN LABELED XXXX AMOUNT = PAYMENT AMOUNT MADE COLUMN LABELED BAL = THE CORRECT ACCOUNT BALANCES FOR THAT BILLING CYCLE ( XXXX XXXX ) AND ( XXXX XXXX ) SHOWS THAT ACCOUNT HAD CURED AND PROVIDED FOR ALL TRUE PAYMENT AMOUNTS FROM XX/XX/XXXX THREW TO AND INCLUDING XX/XX/XXXX. ACCOUNT WAS PAID ( XXXX XXXX ) REPRESENTS THE PROPER BILLING AND PAYMENT ACCOUNT ACTIVITY INCLUDING THE PROPER ACCOUNT BALANCES CALCULATED USING THE CORRECT VALUES FROM XX/XX/XXXX TO XX/XX/XXXX COLUMN LABELED DATE = DATES OF BILLING CYCLE COLUMN LABELED XXXX XXXX = CORRECT PAYMENT AMOUNT FOR THAT BILLING CYCLE COLUMN LABELED XXXX XXXX  = DATES PAYMENTS WERE MADE COLUMN LABELED XXXX AMOUNT = PAYMENT AMOUNT MADE COLUMN LABELED BAL = THE CORRECT ACCOUNT BALANCES FOR THAT BILLING CYCLE ( XXXX XXXX ) THROUGH ( XXXX XXXX ) ARE THE XXXX ESCROW STATEMENTS OF THE ACTUAL ESCROW ACCOUNT ACTIVITY INCLUDING THE ACTUAL BEGINNING AND ENDING BALANCES FROM XX/XX/XXXX THREW TO XX/XX/XXXX. THEY PROVIDE DOCUMENTATION OF MISSING FUNDS THAT ARE NOT UNACCOUNTED FOR ANYWHERE AND VANISHED FROM THE ENDING BALANCE AND BEGINNING BALANCE FOR THE CORRESPONDING STATEMENTS","date_sent_to_company":"2025-05-22T16:49:52.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"89120","tags":null,"has_narrative":true,"complaint_id":"13117819","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-04-22T21:06:08.000Z","state":"NV","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["That would <em>resolve</em> all <em>issues</em> in this matter By providing a more fair and equitable solution to the one They presented it to me."],"sub_issue":["Trying to communicate with the company to fix an 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