{"took":199,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":20,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14527578","_score":22.504408,"_source":{"product":"Checking or savings account","complaint_what_happened":"One the 1st day that o opened my checking account I was having problems being authenticated and was sent to the fraud department on a daily basis. Every time I would try to use my card it was fraud I had to go into the branch on numerous of times it was very frustrating on one weekend I was stranded due to they thought that was fraud that wasnt me and my grandkids had to sleep in my truck due to me having to go into the branch due to what they thought was fraud and it wasnt there fir a minute I that I was being discrimination because I was XXXX. And I would swipe my card it was fraud oh this was very frustrating. I then ever time Id call to check my balance Id get prompt to the fraud department.that would go on every day till one day I got frustrated I had to change my username and password numerous of times And thats when I found out that it wasnt safe with Bank of America if someone knew my information it was easy to portray as me and Bank of America would give the the chance to get my username on the automatics and get a temporary password to sign into my online banking. On XXXX the XXXX 2025 I called in to check my balance and was redirected to the fraud department and when that gentleman answered my complaint was why when I chk my balance id get directed to the fraud department. He said well I see why. You have all these doubtle charges on my account Im like oh yeah he said Im gon na start a claim for you and get you a temporary credit and he was gon na stop my debit card Im like No please dont do that I get my grandkids this Sunday and the XXXX thing they ask for is XXXX XXXX he said oh no worries you will get your new card before Sunday I didnt receive my card till about 7-8 days then he said Im starting your claim for my u derstanding he was doing the claims for the double payments when he did the claim I got a copy of the claim I called the bank to stop it because it looked like he just picked Radom charges called and see he did a fraud claim not for double payments I told them no those charges are XXXX I made those charges and he said Im giving g you a credit of {$800.00} and some change there for a minute I that he wasnt lager by the way he was talking to me. So now I had to pay that back become negative in my account over XXXX due to some reacting payments do o made a decision to close my bank they would also pull a payment back when the funds were there I came to a conclusion to close my account due to many problems since day one I was fed up with the way I was treated and letting just any one get into my online mobile app. I didnt feel safe any more","date_sent_to_company":"2025-07-08T06:57:14.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"767XX","tags":null,"has_narrative":true,"complaint_id":"14527578","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-08T06:20:20.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Every time I would try to use my card it was <em>fraud</em> I had to go into the <em>branch</em> on <em>numerous</em> of <em>times</em> it was <em>very</em> <em>frustrating</em> on one weekend I was stranded due to they thought that was <em>fraud</em> that wasnt me and my grandkids had to sleep in my truck due to me having to go into the <em>branch</em> due to what they thought was <em>fraud</em> and it wasnt there fir a minute I that I was being discrimination because I was XXXX. And I would swipe my card it was <em>fraud</em> oh this was <em>very</em> <em>frustrating</em>."]},"sort":[22.504408,"14527578"]},{"_index":"complaint-public-v1","_id":"5054345","_score":19.245556,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2021 at around XXXX, I went to Citibank online banking to check the balance of my personal checking account which I always monitor on a daily basis. Later in the afternoon at around XXXX, I went online again and saw that my personal checking account says, \" BLOCKED ''. I immediately called Customer Service but did not give me any details. I drove to the nearest Citibank Branch to find out what's going on but no details appear on my account. I called Customer Service again and was transferred to the Fraud Department which in turn did not disclose the details why they blocked my account. I was merely told that the account was referred for closure and that a check will be sent to the address on file after 60 days. This is very disappointing that I can not withdraw my funds especially when it happens to be during the holidays. I have been calling numerous times to the Fraud Division but after verification of my identity, they do not disclose the details except telling me a check will be mailed after 60 days. I confirm and attest that this account do not have any fraudulent activity. This was a newly opened personal account on XX/XX/2021. I opened this new personal checking account after my joint checking account with my sister was compromised with unauthorized ACH transactions. They blocked it and we opened another joint account in XX/XX/2021 because they were going to close the old account which I've had for more than 20 years. A month later, the newly opened joint account was compromised with forged checks so it was blocked again for fraud investigation. About this time so I can proceed with issuing checks and paying my bills, and direct deposits, I opened a new personal checking account. In the course of signing an attestation re my other joint account, my joint account went back to active and Citibank released the block. However a month later, Citibank blocked my newly personal checking account for no reason. It's been 9 days, with daily follow-up and numerous calls. I am not given any reason. There has been no fraud reported in my personal account and I don't understand why. I am worried because I've been reading similar complaints without getting their funds back. It has been a very frustrating holiday. Please help me.","date_sent_to_company":"2021-12-29T22:20:38.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"91016","tags":null,"has_narrative":true,"complaint_id":"5054345","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-12-29T21:36:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["It's been 9 days, with daily follow-up and <em>numerous</em> calls. I am not given any reason. There has been no <em>fraud</em> reported in my personal account and I don't understand why. I am worried because I've been reading similar complaints without getting their funds back. It has been a <em>very</em> <em>frustrating</em> holiday. Please help me."]},"sort":[19.245556,"5054345"]},{"_index":"complaint-public-v1","_id":"12164297","_score":17.753828,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Formal Complaint Regarding Abrupt Account Closure and Withheld Funds by USBANK Dear Sir/Madam, I am writing as the owner of a 100 % female-owned and minority-owned small business to file a formal complaint against USBANK. On XX/XX/2024, my business account was abruptly closed by USBANK without prior notice or clear explanation. Additionally, I was informed that a remaining balance of {$3500.00} would be issued to me in the form of a cashiers check. However, over a year has passed, and I have yet to receive the promised check, nor have I been given any satisfactory explanation for the withholding of my funds. \n\nDespite my repeated efforts to resolve this issue, I was informed today, for the very first time, that my funds have been held in a General Ledger account. This information was not communicated to me prior to today, and I have received no documentation or formal letter explaining why my account was closed, as I was originally promised. Furthermore, there have been no fraud charges or incidents associated with my account, and I was never informed of any legitimate reason for the account closure. The lack of transparency and communication from USBANK has caused significant distress, financial hardship, and loss of business. \n\nOver the course of the past year, I have attempted numerous times to contact USBANK for clarification and assistance. On XX/XX/2024, I was transferred between eight different representatives without any resolution. I was told that I would need to physically visit the branch where I opened the account to retrieve my funds. However, I do not live in the same state and there are no USBANK branches in my area. When attempting to contact the branch by phone, no one answers. \n\nThis ongoing issue has severely impacted my business, causing me to lose a major client due to the inability to access the funds in my account. The lack of communication, accountability, and assistance from USBANK has been extremely frustrating and financially damaging. \n\nI am requesting the immediate release of my funds in the amount of {$3500.00}, and a written explanation for the closure of my account, as well as the holding of my money in a General Ledger account without my knowledge or consent, plus interest. \n\nI would greatly appreciate your assistance in investigating this matter and ensuring that USBANK fulfills its obligations to me as a customer. Please let me know if you require any additional information or documentation from me to move forward with this complaint. \n\nThank you for your attention to this urgent matter. I look forward to your prompt response.","date_sent_to_company":"2025-02-21T21:28:45.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"91325","tags":null,"has_narrative":true,"complaint_id":"12164297","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2025-02-21T20:51:57.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["Over the course of the past year, I have attempted <em>numerous</em> <em>times</em> to contact USBANK for clarification and assistance. On XX/XX/2024, I was transferred between eight different representatives without any resolution. I was told that I would need to physically visit the <em>branch</em> where I opened the account to retrieve my funds. However, I do not live in the same state and there are no USBANK <em>branches</em> in my area. When attempting to contact the <em>branch</em> by phone, no one answers."]},"sort":[17.753828,"12164297"]},{"_index":"complaint-public-v1","_id":"6483963","_score":16.37289,"_source":{"product":"Checking or savings account","complaint_what_happened":"RE : ESCALATION & COMPLAINT - Ongoing Financial HARDSHIP caused by Citibank Account Opening Compliance Process - Funds Frozen, Circular Messaging, Discrimination, Unresponsive Staff and Funds Not Being Refunded On XXXX I opened an online checking account with Citibank and was prompted to fund the account by electronic transfer. \n\nOn XXXX, during the new account opening process, I transferred funds from a XXXX Account to the new Citibank account online and received a confirmation on the website. \n\nA few days later I received my Citibank Debit Card. \n\nOn XXXX a letter was mailed from Citibank with a New Account Application # stating that I had to go to the nearest CitibanXXXX XXXX XXXX  to verify information .\n\nOn XXXX another letter was mailed from Citibank stating that due to a recent review of my Citibank profile I would need to visit the nearest Citibank branch or call Customer Service to update my address on file. \n\nI called Citibank numerous times from XXXX till today, XXXX, to try to resolve this issue and to try to understand why my account was flagged and what information I needed to provide to Citibank. \n\nEach time I spoke to a Citibank representative, I was provided different answers and eventually after being escalated to the Fraud Team after numerous requests, I was told that my account had been flagged after account opening due to the address I provided during account opening and that my funds were frozen. \n\nEventually by the end of XXXX, after numerous frustrating calls where I was transferred between different teams repeatedly, I was advised by the fraud team that my account was as in the process of being closed. \n\nWhen I asked why, I was told that the address I provided during account opening online, the same address for which I have used for over the last 15 years as an ongoing Citibank Credit Card Customer and the same address which is on my Real ID, was not acceptable and that I would need to take my identity documents and proof of address to a Citibank branch for them to be verified by a banker in branch. \n\nAfter making an appointment online, on XXXX, I visited the Citibank XXXX Branch and met with a personal banker by the name of XXXX XXXX. \n\nXXXX XXXX advised me that Citibank branches to not do any identity verification and that the letters, call center and fraud team had advised me incorrectly by asking me to take my ID and address documents to the bank branch for account opening verification. \n\nI was very upset at hearing that Citibank branches do not provide address and ID verification services as I had been advised by letter from Citibank and by the telephone representatives that the only way to resolve issues with my account was to physically go into a bank branch with my ID and address documents, the closest of which is in XXXX, over XXXX XXXX from my home and caused significant hardship to reach on the day. \n\nEventually on XXXX, XXXX XXXX agreed to help and I sat with him at his desk in the Citibank branch while called the internal Citibank Fraud team and discussed the situation. \n\nHe explained to the Fraud Team that I was a customer who had opened up a bank account online, funded the account, had my funds frozen and who had been unable to get anyone in customer service to resolve the issues. He explained to the fraud team that he was looking at my XXXX XXXX XXXX XXXX my Social Security Statement, my Citibank Credit Card statements and my XXXX bank statements which all had the same address that I provided to Citibank during account opening. \n\nAfter much back and forth between XXXX XXXX and the Fraud Team, he advised me that the Citibank fraud team would be closing the account, despite me presenting my ID documents as requested, and that a check would be sent out in the next few days to the address I provided during account opening process in the same amount that I transferred to Citibank on XXXX when I opened the account online. \n\nWhen I asked why I could not be given a check from the Citibank branch as I was physically there in person on XXXX and had been trying to resolve this issue for months, XXXX XXXX advised that only the fraud team could clear the return of funds. \n\nI was quite upset with the fact that Citibank was closing my new account, had frozen my funds seemingly from the day I opened the account online but only right after I had transferred funds into the new account, and despite my long financial relationship with the institution I had received such a confusing and financially damaging response from Citibank. \n\nI requested that a formal complaint be raised about the account opening debacle as it seemed insane that a financial institution could engage in a duplicitous circular charade of getting customers to open up a bank account online, solicit and obtain deposit funds, turn around and claim that the address provided by the customer was unacceptable ( despite them using the same address with me as a Credit Card customer ), and then refuse to engage with the customer, either via phone or in person at a branch, in order to return the transferred funds. \nIf Citibank deemed my account to be invalid, then why would the bank be holding on to my funds and refusing to refund it to me either in person, by mail or by bank transfer ( which is the method by which I funded the account )? \n\nAt the conclusion of my meeting with XXXX XXXX on XXXX, he wrote up a formal complaint in my presence, submitted it via an internal system and assured me that it would be forwarded up the chain to be addressed. \nXXXX XXXX also assured me that the account would be closed and that a cheque would be issued and mailed to my address in the amount of funds transferred during the account opening process. \n\nSince XXXX, there has been no communication from Citibank by mail or telephone. \n\nOn XXXX, I called the Citibank Fraud team to ask about the status of my account closing and the refund of funds transferred during account opening as XXXX XXXX had confirmed in-person at the Citibank branch on XXXX. \n\nI was advised by a supervisor called XXXX on XXXX, who initially claimed that he could not speak to me about my account repeatedly, that the account had not been closed and that the refund cheque had never been issued because Citibank would not accept my address nor would they provide any means by which they would refund my funds transferred. \n\nDespite me explaining the sequence of events since XXXX and the meeting with XXXX XXXX in the Citibank bank branch on XXXX and asking them to review the case notes and the formal complaint raised in branch, XXXX XXXX insisted that nothing could be done. \n\nIt has been almost XXXX XXXX since I opened up this account with Citibank on XXXX and in that time Citibank has caused me significant ongoing personal and financial hardship through the following actions by : a ) Refusing to provide my account number to me which can not be obtained because they have frozen the account. \n\nb ) Freezing the funds that I transferred into the account almost immediately after account opening c ) Repeatedly claiming that my checking account was closed and then when queried stating that the account has not been closed d ) Refusing to accept the address I provided, which is the only address I use, and for which they regularly communicate with me on as a Credit Card customer, the same address on my California Real ID and on my Social Security statements e ) Refusing to discuss my account when I call in, claiming that they can't verify my details by asking for an account number which they have never till date, provided to me f ) Failing to respond the formal complaint raised on my behalf by XXXX XXXX on XXXX g XXXX Discriminating against me by refusing to explain why my account was flagged based on my address h ) Continuing to refuse to address this issue i ) Illegally freezing and holding my funds despite repeated requests both via telephone and in branch for my funds to be returned by Citibank. \n\nI am formally raising this complaint with the CFPB on XXXX regarding Citibank and the new account opening process that has resulted in my funds being frozen and no refund of funds transferred despite numerous repeated attempts to resolve this quagmire of an issue that has been created by Citibank 's circular and illogical fraud and compliance process that have resulted in no satisfaction. \n\nPlease advise on what next steps should be to get this situation resolved.","date_sent_to_company":"2023-01-25T19:25:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"93536","tags":null,"has_narrative":true,"complaint_id":"6483963","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-01-25T17:49:55.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Eventually by the end of XXXX, after <em>numerous</em> <em>frustrating</em> calls where I was transferred between different teams repeatedly, I was advised by the <em>fraud</em> team that my account was as in the process of being closed."]},"sort":[16.37289,"6483963"]},{"_index":"complaint-public-v1","_id":"12598165","_score":14.695895,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received a secure message in my Chase mobile app on XX/XX/year> stating return of funds are being requested for a wire transfer credited to my account on XX/XX/year> in the amount of {$120000.00}. The remitter is saying it was not authorized and Chase is processing the investigation under JPM case id XXXX. I can reply to this message or call Treasury Solutions @ ( XXXX ) XXXX XX/XX/year> I responded to the message asking what the fraud was? I received a message received acknowledgment from Chase saying due to increased volume it could take a week or more to get a response to my message. \n\nXX/XX/year> XXXX pm I called Chase and asked why my account is negative {$49000.00}? I had a pending {$50000.00} transfer going to my XXXX acct and should have still had {$5100.00} in my account. They didnt have an answer for me. I didnt have time to figure it out that day and planned to call the next day. \n\nXX/XX/year> Chase responded to my message and said, remitter is saying they did not authorize the wire XX/XX/year> XXXX pm I called Treasury XXXX hoping get more information and answer any questions they might have. After XXXX mins they told me they couldnt help me I needed to call Chase. \n\nXX/XX/year> XXXX am I called Chase trying to get information on a {$55000.00} withdraw from my account that I did not do. Chase told me that I made the withdrawal at a branch. I said I absolutely did not make that withdrawal. I was then told I need to call customer claims they are available Monday. \n\nXX/XX/year> XXXX I called Chase customer claims. During the XXXX min phone call I was put on hold and transferred a couple of times. I was asking for information on the {$55000.00} withdrawal on XX/XX/year> out of my account. About the XXXX person ( I think her name was XXXX XXXX Hung up on me when I told her I couldnt understand her please slow down. I could not believe she Hung up.. not a disconnect it was a hang up. This is when I started documenting everything. \n\nXX/XX/year> XXXX am I called Chase still trying to get an answer on who withdrew the {$55000.00} from my account. After Chase repeatedly telling me that I made the withdrawal in a Chase branch they put me on hold again and came back telling me it was actually withdrawn by Chase. If I wanted information I had to go to a Chase branch and ask them to send an internal email to the processor. I was also asking why I havent been contacted or received any questions if my wire fraud claim is being investigated? I wanted to know why Chase would withdrawal money out of my account without my permission and nobody asking me a single question about the wire fraud? I have said multiple times it was not wire fraud and the person accusing me of it is lying. After XXXX hr and XXXX mins of being put on hold and being transferred to multiple people and departments, I was told multiple different things - money was being held because of the wire transfer - Money was sent back to XXXX. \n- I need to call XXXX. Its out of Chases hands XX/XX/year> XXXX I called Chase and asked if I can file a claim for the {$55000.00} withdrawal that I did not authorize. Again I get transferred to multiple people and departments. XXXX in the claims department looked over the numerous notes and couldnt understand why they didnt open a claim for the {$55000.00} I am disputing. She also said the processor who withdrew the money from my account needs to be retrained that is not the right process on how to handle a claim. XXXX opened a new claim for {$55000.00} and said after looking at all the notes she was sure it would go in my favor and I would be receiving a check in the mail. That phone call took XXXX hr XXXX mins. \n\nXX/XX/year> XXXX pm Called Chase asking if the {$55000.00} was on hold or sent back to XXXX? After XXXX mins and being put on hold multiple times they had no answers for me. \n\nXX/XX/year> XXXX pm Called Chase to get an update on my claim for the {$55000.00} they said by next week they will have an answer. \n\nXX/XX/year> XXXX Called Chase for claim status. Talked to XXXX XXXX XXXX XXXX ( supervisor ) After XXXX and XXXX mins of being transferred to multiple people and put on hold multiple times I was told the claim was denied and that is final and that I need to call XXXX. XXXX ( XXXX ) put me on hold multiple times and the last time she got back on the line she said, I know your time is valuable have a nice day and hung up on me! I could not believe it! \n\nThis has been extremely frustrating and stressful for me. On every phone call I asked how they can just take {$55000.00} out of my account without my permission or even notifying me that it was done. I also asked every person I talked to why I havent been asked any questions regarding the investigation on wire fraud? Chase also let me know they have now closed my account and it is irreversible. Chase withdrew {$55000.00} from my account then closed my account the same day without asking me a single question about the wire transfer. In the first message about the fraud accusations Chase said they are processing an investigation. There was absolutely no investigation on Chases part. None of my questions were answered on any of the numerous phone calls to Chase. I could not believe how incredibly unprofessional Chase was by hanging up on me 2 times! All the phone calls are recorded on Chases phone lines if you listened to the conversations you would hear the horrible service they provided. I feel that Chase knows that they are in the wrong and because it is {$55000.00} they do not want take responsibility. \nI was accused of wire fraud and I didnt even get to defend myself. No investigation. Chase never reached out to me at all they just took {$55000.00} out of my account then closed my account and told me I need to call XXXX. \n\nThe wire fraud accusation is absolutely untrue. I would like to tell you about the wire transfer just in case it matters in this claim. \n\nMy dad who has been living in the XXXX for the last XXXX  years has recently passed away. My dads XXXX girlfriend ( XXXX ) has a joint bank account with my dad. XXXX was trying to add my bank information to the account so she could transfer {$120000.00} to me but she couldnt figure out how to do it. XXXX asked me if I would log in to her bank account and do the transfer. I said sure. XXXX gave me the log in information and told me to let her know when I was going to transfer the money so she could be available to answer the phone when her bank ( XXXX ) called to authorize the wire transfer. I called XXXX when I was online and just about to transfer the money. XXXX called XXXX and authorized the transaction. XXXX was very happy I was able to do that for her as she is trying to handle everything after my dads passing. A few days later XXXX asked if I could transfer her some money. I asked why? She said she has some bills and had to pay for my dads funeral. I said send me a list of your bills and maybe I can help you out. XXXX than got really angry and threatened me and said if I dont send her money she will call the bank and say the transfer was fraudulent! I told her that is fraud in itself.. reporting a false claim of fraud. XXXX is absolutely lying out of anger. XXXX had to authorize the wire with her phone ( same phone the bank has had on file for years ) in the XXXX. I live in XXXX XXXX, NV there is no way for me to have access to their phone or have the log in information if it wasnt given to me. I have never even been to the XXXX. The fact that this woman could lie to the Bank and accuse me of fraud which resulted in my account being closed and {$55000.00} withdrawn from Chase without a single question to me is unbelievable and unacceptable. \n\nI am mourning the loss of my dad. This is incredibly frustrating and stressful spending hours on the phone with Chase trying to get the money my dad wanted me to have back. I cant even believe this is happening. \n\nThese are the claim numbers given to me by Chase XXXX wire transfer XXXX {$55000.00} claim ECW XXXX XXXX wire XXXX Chase continues to send me messages XXXX the Chase mobile app secure messages saying I havent replied. I did reply to the first message. I got a message of acknowledgment and am still waiting to hear back from them. \n\nPlease let me know if you have any questions or there is anything else I need to do. \n\nThank you very much for your help.","date_sent_to_company":"2025-03-21T12:14:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89131","tags":null,"has_narrative":true,"complaint_id":"12598165","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-03-21T11:47:58.000Z","state":"NV","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Thank you <em>very</em> much for your help."]},"sort":[14.695895,"12598165"]},{"_index":"complaint-public-v1","_id":"21255390","_score":14.582284,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Dispute of unauthorized wire transfer for {$8500.00}, related fees/negative balance, and inadequate fraud investigation/communications Summary of complaint : I am submitting this complaint regarding an unauthorized wire transfer of {$8500.00} that was debited from my Bank OZK account, and the banks subsequent handling of my fraud dispute. I was a victim of a SIM swap scheme. My phone number was stolen and transferred to a new device to initiate an unauthorized wire transfer. I never received any confirmation notice from BankOZK about wire transaction which delayed my knowledge. I received returned payments and incurred numerous fees.. Despite reporting the fraud promptly at my local branch & signing affidavit. I never received any type of communication about the investigation the entire time. The bank ultimately denied reimbursement ( verbally ) with minimal explanation. \nChronology of Events XX/XX/XXXX : I was a victim of a SIM swap scheme. The fraudster stole my phone number and transferred it to a new device which enabled them to initiate a wire transfer. I lost my cell phone service during that period and thought it was an issue w cell provider. \nXX/XX/XXXX : I received an email from XXXX that my premium had been returned. When I checked my online bank statement, I saw a negative balance and several overdraft fees. \nMonday, XX/XX/XXXX : I went to the bank reviewed my latest transactions. & saw the {$8500.00} wire transaction debited from my account. I immediately reported it to the branch manager stating I had not authorized this transaction. The branch manager reviewed internal notes and stated the bank had to call my cell phone number XXXX ( XXXX ) times before someone answered. The notes also reflected the bank emailed an electronic document to my email address which was signed and returned by fraudster.. \nThe bank flagged my account to be restricted to pay only pre-established debits. I transferred funds from my retirement to cover ongoing bills. \nThe branch mgr. stated she would contact me if there were any suspicious or questionable transactions. I did not hear from the bank remainder of week, but still received several more overdrawn notices. \nXX/XX/XXXX I went to branch to question the returned payments from established credit cards. branch manager stated she'd been unable to reach me. \nI later learned she only tried calling my landline never attempted to call my cell phone my primary contact #. or emailed me. Before I left, I signed an affidavit, ( I was never provided a copy ). I also asked whether I needed to file a police report and was told it would not be necessary. \nI never heard from anyone at Bank OZK during the investigation. I repeatedly had to go by branch in person to get any type of update which were always vague. I never received any communication, calls or or emails. I was not provided a copy of my affidavit, and I was not given a case/reference number or other written documentation about my fraud investigation. \nInformation was limited, although the branch manager told me she personally listened to the recording of the individual who answered the banks call for wire verification She told the bank that the person who answered was definitely not me. \nThe banks lack of communication continued for weeks. I got very frustrated about the lack of follow-up and communication. The regional eventually called and verbally stated the bank concluded its investigation, the money was gone, and the bank denied reimbursement. Her explanation was brief she did not include any details, offer any help other than I could file a report with the FBI online To date, I have received XXXX letter from Bank OZK, which was written on XX/XX/XXXX, but received in mid XXXX stating my online banking had been disabled and my account had been placed on limited status to restrict debits only. \nKey Facts and Concerns ( Red Flags ) Uncharacteristic activity : I have been a customer since XXXX. My account shows I have never initiated any wire nor withdrawn more than {$5000.00} other than with a written/signed check. \nVerification concerns : The banks notes about wire reflect the bank called my cell phone XXXX ( XXXX ) times before someone answered, and an electronic document was emailed to my address which signed/returned by fraudster and accepted by bank w/out additional verification. \nMy home/landline number is listed as a secondary contact. Given the large amount of the wire, the bank did not call my home # for additional verification before executing the transfer. Bank didnt request any type of signature which could have beencompared to my signature on file, They accepted an electronic verification ( which anyone can use ), They did not request a valid drivers license or government issued Photo ID. \n: I was not notified acknowledging the wire transaction. I learned of the wire only after receiving notifications from creditors about returned payments and fees. \nInvestigation transparency/communication : I was not provided a copy of my affidavit, a case/reference number, or written status updates during the investigation, and the denial decision was not supported with documentation. \nGiven the large amount of the wire, I believe the bank should have used all available verification channels ( including calling the secondary number and/or confirming via additional methods ) before executing the transfer. \nI have absolutely no liability in this situation. I was not negligent by losing my cell phone or bank card. I was not sloppy with protecting my identity. I did not compromise or share any online banking credentials, I have efficiently protected my identity to the best of my ability. \nBank OZK did not protect me, a customer of almost XXXX  decades. They did not utilize all security procedures available to them and made a decision to release MY money ignoring red flags and not doing due diligence to provide an additional layer of follow up based This situation has caused me tremendous financial harm, it has hurt my credit score and I have spent countless hours trying to clean up this mess.","date_sent_to_company":"2026-04-15T07:32:27.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30165","tags":"Older American","has_narrative":true,"complaint_id":"21255390","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OZK","date_received":"2026-04-15T05:48:41.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Information was limited, although the <em>branch</em> manager told me she personally listened to the recording of the individual who answered the banks call for wire verification She told the bank that the person who answered was definitely not me. \nThe banks lack of communication continued for weeks. I got <em>very</em> <em>frustrated</em> about the lack of follow-up and communication."]},"sort":[14.582284,"21255390"]},{"_index":"complaint-public-v1","_id":"11088292","_score":13.728998,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Thank you very much for taking the time to review this complaint on my behalf. My name is XXXX XXXX XXXX XXXX : XX/XX/XXXX and I have a checking account with Bank of America ( Account No : XXXX ). I will now explain what occurred which is what led to me making a complaint here. The claim number that Bank of America provided is : XXXX On Thursday, XX/XX/XXXX, I was in XXXX, XXXX XXXX visiting an area where I was having a meal at an establishment. It was on this day, that while in the premises my phone was stolen while I was having my meal. The device in question was an XXXX XXXX XXXX XXXX and it had contained access to my bank apps and other sensitive information. I also had other items stolen, but it was this item that ultimately led to the fraud incident happening. There is a police report that the bank has on file, of which I had submitted on XX/XX/XXXX, which details the nature of the incident extensively. The officer in his report specifically stated that Fraud and Theft had occurred. \n\nAfter my device was stolen, there were a multitude of changes that happened to my account, the fraudster had changed all of my contact information through the app, they had deleted payees, added payees, and then deleted my own contact information and then added their own fake contact information which were fraudulent phone numbers. It was after this, that the fraudster then had transferred all of my money out of my other account, into the above checking account as mentioned above. The fraudster through the app on the stolen phone, was able to move {$510000.00} into that checking account. Immediately after that, they had deleted other contact information and added their own information into \" Secure Transfer ''. The fraudster then setup a wire transfer online to a payee they added called \" XXXX XXXX, XXXX XXXXXXXX XXXX ''. All of this activity should have triggered some sort of fraud alert on my account but apparently did not. The fraudster was then able to setup this transfer in a matter of hours, with no verification other than the code that was sent to the phone numbers they had added, which according to an advisor named XXXXXXXX XXXX XXXX were what he described as \" Voiped Numbers ''. ( XXXXXXXX XXXX XXXXXXXX ). I then learned that this transfer was successfully sent out on XX/XX/XXXX, with no verification done from the bank, other than relying on what they said was a \" Text Message code to the phone numbers that the fraudster had added, IE the voice over IP number. At no point, did the bank ever try to contact the numbers, nor did they even attempt to stop the transfer despite all of the red flags that were everywhere with the transaction, especially with the transaction being nearly every dollar I had across all of my accounts with Bank of America. Plus, the fact that the transfer was for over half a XXXX dollars. Now the next part I will explain, as this involves substantive conversations with the employees from the fraud department who are handling my claim. \n\nOn XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX I had tried calling the bank and begging them to assist me with filing a fraud report over the phone with what had occurred. I had tried calling before as well on a few occasions, each of these times they said they could not speak to me and that they required me to attend a branch location with two forms of ID. I had pleaded to them that I was in the XXXX XXXX, and that under the circumstances it would be very difficult for me to fly to a branch as it would be very expensive, and that given the fraud incident this would be hard for me to do as I was nearly out of money. The fraud incident nearly took everything I had, as the transfer was for {$510000.00}. So then, I had to use a credit card to facilitate my flight and hotel costs for me to travel to XXXX, Florida from the XXXX to attend a branch and report the incident. On XX/XX/XXXX, I had gone to a branch in XXXX, Florida with the assistance of banker XXXX XXXX who had assisted me call the wire department and file a fraud report under Regulation E. The associate was very helpful and could not understand how all of this was able to be done via the app and without any sort of formal checks. \n\nAfter this point, the fraud report was filed with the claim number XXXX. \nSince this time, I have been calling the fraud department every day, sometimes multiple times a day for updates and information. On XX/XX/XXXX I was informed that the Analyst who is charge of my case left a note on file about the phone numbers that the fraudster used, it was the agent who told me that the note essentially said that the numbers involved were highly consistent with fraud, and that the analysts had discovered that they were \" XXXX XXXX XXXX numbers ''. These were the numbers that the fraudster had used to conduct the transfer. I then spoke with XXXX XXXX XXXX on Friday XX/XX/XXXX, at around XXXXXXXX XXXX XXXX It was during this call that I learned so much more information, and where he had made several compelling admissions to me about the process involved etc. I will now explain this call in full detail. \n\nDuring my call with XXXXXXXX XXXX XXXX, he explained that the bank had put in a request to XXXX XXXXXXXX XXXX, which received the stolen money. He said there should be a response soon. We then discussed the nature of the entire incident ; he could not believe that this transfer was allowed to happen in the first place and stated that the amount should have triggered some sort of red flag. I then asked XXXX a series of questions as I know that the phone calls are monitored and recorded. I asked XXXX how this was allowed to happen in the first place, I asked him had he been the one to review that transfer, would he have stopped it. He said that he would absolutely have stopped this transfer, as he saw all of the changes that were made to my account, and had said himself that this transfer should not have gone through especially from online. He said that normally, the bank would at least try to make some outreach to the customer via phone call or something, other than just relying on the code, however in my case the fraudster had their own fake numbers to approve the transfer. I then asked XXXX of the person involved had followed the correct rules about the transfer, and I think they were negligent. He said that this would likely be a \" Terminable Offense '' as he explained that \" Basically, clearly that person didn't follow the appropriate rules, and if the fraudster had spent all the money, that this would be a loss directly out of bank of America 's pockets, and that person from the detection unit could have caused a loss for bank of America of XXXX XXXX XXXXXXXX dollars. He said that if that was the case, he is certain that leadership would deal with that person, and I asked him if it was possible for me to make a complaint against that employee for approving the transfer despite all of the red flags that were present throughout the process. He then told me that their leader will review their actions, and they would deal with the person directly, that is when he described \" Terminable Offenses ''. A lot of employees who I have spoken with have made admissions that this transfer should not have been approved, and I will if my claim is not resolved, bring legal action against the bank for negligence and use our phone calls as evidence as they were all recorded. My claim still has not been resolved, and they have refused to provide a temporary credit, which is a clear breach of the regulation that deals with these types of fraud incidents. Overall, the entire claim appears to be mismanaged all together for reasons I will explain next. \n\nAfter I spoke with XXXX on XX/XX/XXXX, I had spoken with someone else on the XXXXXXXX XXXX XXXXXXXX. They told me there was a note on the claim, and the note said that \" XXXX XXXXXXXX XXXX had rejected the recall request, but not because of fraud, but due to not receiving the correct paperwork from Bank of America ''. I was then informed that there was a new batch of paperwork sent to XXXX XXXX, but that they have not responded yet. At this point, I was becoming for frustrated and exhausted with the entire process. I asked for a series of escalations, and I had even requested a hardship review for a temporary credit. Of importance, this was way after the XXXX Business days and the bank had still not provided a credit, even to this day as I write this complaint. I was told that the hardship request would take up to XXXX hours, and that I would get a response. Well, that response never occurred. I never received an answer to my escalation, or to the hardship request. On XX/XX/XXXX, I spoke with XXXX from Delaware, who was very helpful and tried his absolute best to assist me, knowing my frustration and by this point he could see that I had spoken to over 30 different advisors by this point. He explained to me that all of Bank of America accounts are insured up to {$990000.00} for fraud, and that because of the amount if they did not approve a full temporary credit, they would approve 10 % of the disputed amount based on his experience. He told me that once I get a police report, or a phone report from my XXXX, that would help things move swiftly to conclude my claim. I was also told that my analyst was out of the office from XX/XX/XXXX, - XX/XX/XXXX as she was scheduled to work but was not in the office most days. \n\nOn Monday XX/XX/XXXX, I finally received my police report from the incident. I immediately went to the branch and submitted this report via fax. The report was significant, as it has stated that Fraud and theft occurred, and was very detailed about what had occurred. I figured that this must help bring my case to a swift conclusion, but I was wrong. The Bank have still not been responsive to escalations, and that there's essentially been no update at all. By this point, I have probably spoken to at least over 50 advisors from the fraud wire unit. \n\nI then spoke with XXXX from Delaware on Friday XX/XX/XXXX, and he was very helpful and polite. He was able to \" Ping '' my analyst for the first time, this was the first time that we had been able to contact her, as before this it was impossible to get a hold of her or get any updates. She replied to him the following \" Rest Assured, the claim is now with the Legal Department ''. She also told him that any credits would be applied to the account where the fraud and stolen money came out of. I believe her name is XXXX or something similar. XXXX had also asked her if she had read the police report, to which she said she had done. This was business XXXX XXXX of my claim. He said in his experience this was the final stage, and that my claim should \" definitely be approved ''. He also emphasized the words to me \" Rest assured '' because that is what the analyst wrote to him. Rest assured is term to be positive about a particular outcome and not to worry. I felt better that he had told me this. However, today when I called it feels like we are back at square one. As a result of this entire fraud incident, I have incurred significant expenses, the bank has refused to apply a temporary credit even though the evidence is overwhelming that fraud has occurred, and that the police report confirms the same, as well the original notes from the analyst on XX/XX/XXXX, about the fraudster 's phone numbers. As mentioned above, I even have had advisors confess to me that mistakes have been made, especially with how the transfer was approved in the first place. Refer to XXXX from Arizona 's phone call with me on XX/XX/XXXX. He also told me that the bank had to send a \" Hold Harmless '' agreement to XXXX XXXXXXXX XXXX \n\nThe fact of the matter is, that the bank has been negligent in allowing the transfer to happen in the first place. It should not have happened, there were red flags everywhere, XXXX even said himself that he would not have approved that wire transfer to be sent had it come across his desk. He said that he would have tried to reach out to the customer, especially for amounts like this. The bank has failed to provide me with a temporary credit, despite already having the police report confirming fraud and theft, and they have been unhelpful all together. There is liability here present with the bank, and I have no doubt that if I begin a civil case, I will absolutely win. I will be relying on the recorded phone calls with bank 's associates as evidence that made admissions about the failures in my case. \n\nThe bank has not concluded my claim at the time of this writing, but if I do not get a conclusion within the next few days, I will begin legal action with the evidence I already have. I am hoping that this complaint will be reviewed by someone within their institution that will understand my concerns raised within my complaint. This fraud incident has caused me significant harm and stress, as well as numerous expenses associated with me having to cut my trip short in the XXXX to fly to a branch as they required me to do. I am very unhappy with the way I and my claim have been treated from the start. The bank already has the evidence they need to prove fraud, so I can not understand what the delay is. As said, I will take legal action if this is not resolved, and I will aggressively pursue such action. Every day that this has dragged on, I have had extended hotel and rental car expenses, because if I return to the XXXX, and if they need me to attend a branch, I will have to fly back. So, I have been staying here local to a branch until the claim is resolved.","date_sent_to_company":"2024-12-09T20:49:18.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"385XX","tags":null,"has_narrative":true,"complaint_id":"11088292","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-12-09T18:53:36.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had tried calling before as well on a few occasions, each of these <em>times</em> they said they could not speak to me and that they required me to attend a <em>branch</em> location with two forms of ID. I had pleaded to them that I was in the XXXX XXXX, and that under the circumstances it would be <em>very</em> difficult for me to fly to a <em>branch</em> as it would be <em>very</em> expensive, and that given the <em>fraud</em> incident this would be hard for me to do as I was nearly out of money."],"issue":["<em>Fraud</em> or scam"]},"sort":[13.728998,"11088292"]},{"_index":"complaint-public-v1","_id":"12746280","_score":13.694241,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"We have a Chase Bank account in which we have checking and a {$300000.00} CD with money recieved from the sale of our home in XXXX XXXX, New Mexico. We are US citizens but moved to XXXX XX/XX/year>. We have been paying bills from this checking account and have transferred funds to our new XXXX  bank via a domestic transfer service, several times previously, so a transfer request is not an unusual event for this account. \n\nWe have encountered a serious problem since making our move. Apparently Chase Bank will not/ can not send text notifications to our XXXX phones and we gave up our US phones in XXXX, not knowing this would be a profound liability. ( I even experienced a version of th this problem on this web site because it would not take our XXXX number and I had to use my American number for a phone I no longer have to even get in to make a complaint ). There is no alternative to using texts to verify identity, not even our email addresses. To get into our Chase account online just to pay bills, we must go through a XXXX to XXXX minute phone call every time to explain the situation in order to get a code to allow us in. We have been doing this with Chase bank for months now. \n\nThe reason for this complaint is that the CD matured and we have been trying to send these funds to our XXXX Bank through the domestic wire service XE for several weeks now. Although we have managed to transfer money to our XXXX bank at least XXXX times before, with extreme difficulty, ( once after an hour long conference phone call with our branch account manager and the fraud division of Chase ) we have been unable to get these funds transferred simply because we no longer have US phones, they will not text to our XXXX phones and THEY HAVE NO OTHER WAY TO XXXXERYIFY OUR IDENTITY! We have spoken to at least 7 or 8 \" supervisors '' all of whom have given us different information and all of whom have told us they will take care of it. They haven't, as any record of our phone calls will show. We have spent hours every day in the last seven days ( no exaggeration ) with these people, all of whom are very nice and sympathetic, but none of whom has done anything that helped.\n\nWe have attempted this transfer numerous times and it has been cancelled each time by the fraud department. Our original account manager and bank manager have left Chase Bank, so we can not appeal to them for help as we did on our first transfer, as they knew us personnally and could verify our identity. Chase has our money and unless one of us flies back to the United States to appear in person, we can't access our own money- which we can't afford, financially or time wise. We need this money to live on and to take care of our expenses in our new home. \n\nI realise that we are in XXXX now, but we are US Citizens and XXXX is an American back and they are doing nothing to help us further identify ourselves so we can transfer our own money. To rely solely on texting, and only to a XXXX phone, is unconscionable in this high tech age where anything and everything can be done by computer, but a simple text to a XXXX phone can not be accomplished by Chase. Both of our US stock brokerages and the XXXX XXXXXXXX XXXX credit card division send texts to our XXXX phones. \n\nI hope you have some ideal how frustrating, and even frightening it is, to know that money that belongs to you, money that you need and planned for in your retirement is being withheld from you - especially when Chase has a record of our transactions and the numerous calls for assistance. We are almost XXXX XXXX XXXX and are now actually physically sick from the worry and useless efforts to explain the situation and get this resolved. If I could send this letter to someone higher up at Chase Bank, I would, but I could find no one to send it to. Please, please help us. I can think of nothing further to do.","date_sent_to_company":"2025-03-31T06:22:51.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"XXXXX","tags":"Older American","has_narrative":true,"complaint_id":"12746280","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-03-31T04:49:57.000Z","state":null,"company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We have spent hours every day in the last seven days ( no exaggeration ) with these people, all of whom are <em>very</em> nice and sympathetic, but none of whom has done anything that helped.\n\nWe have attempted this transfer <em>numerous</em> <em>times</em> and it has been cancelled each time by the <em>fraud</em> department. Our original account manager and bank manager have left Chase Bank, so we can not appeal to them for help as we did on our first transfer, as they knew us personnally and could verify our identity."]},"sort":[13.694241,"12746280"]},{"_index":"complaint-public-v1","_id":"21779644","_score":13.611388,"_source":{"product":"Checking or savings account","complaint_what_happened":"My name is XXXX XXXX. My husband, XXXX XXXX, a 100 % service connected XXXX Veteran who receives a compensation from the US Department Of Veterans Affairs if {$4100.00} per month. My husband 's direct deposit has been getting deposited into my Account for the past 3 years which is a third party bank, \" current ''. I was the account holder his checks were just getting deposited to my account due to personal reasons which had been approved from The Veterans Administrations. I currently switched the the direct deposit on XXXX, XXXX, XXXX  to moneylion, a third party bank who is branched from pathward bank. Well the VA process payments on the XXXX of every month. We always know that the deposit will be here anytime from then until the XXXX of every month. Monday the XXXX if XXXX I received a notification through moneylion retention center stating that my account was suspended due to unsuspicious activity. Which I knew it probably had something to do with the deposit not being in my name. They requested 4 documents, a copy of my official driver 's license, the third party, my husband, official copy of driver 's license, a notarized statement from third party stating the funds were an ok to my account and proof of address. That was fine because I know they have to verify. Unfortunately that's not the case. I later called back on that Monday XX/XX/XXXX to see if we met the requirements to access my account, and the rep advised me that it would take 3 business days. I was very reluctant to that and we have our bills coming up. I called back numerous times Tuesday XX/XX/year> and finally was told that the letter my husband wrote needs to have a stamp and seal. After finally coming up with money because all the money is in the account, to get a notary I uploaded it on the XXXX, called back and my files are still under review. My husband has the Veterans administration call and he has also called that day to verify in my behalf because by this time we both are frustrated. The XXXX is around the corner and are normal routine with bills, food, gas, everything is on standby just over one change of a third party bank. No luck. Wedsday XX/XX/year> I called moneylion asked to speak to a hire up or be directed to the fraud department to escalate my claim. I was notified they don't have one and there is nothing that can be done because the \" system '' does the review and we will have to wait. Thursday XX/XX/XXXX I called at least 6 times and every time it was either my file wasn't in a certain form, or the statement didn't meat the requirements. It's already the end of the week. The VA is the federal government. We have done everything and sent everything they are asking and have failed. He is our head of house hold. The {$4100.00} that moneylion has is a XXXX check he has been getting for years. The XXXX is here and rent, car notes, ect don't go away. We need help with this bank. If you can please contact me via email. My cell phone and his phone is off due to the garnishment of his benefits. Thank you","date_sent_to_company":"2026-05-01T04:57:54.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"79705","tags":"Servicemember","has_narrative":true,"complaint_id":"21779644","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MoneyLion Inc.","date_received":"2026-05-01T04:22:46.000Z","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 was <em>very</em> reluctant to that and we have our bills coming up. I called back <em>numerous</em> <em>times</em> Tuesday XX/XX/year> and finally was told that the letter my husband wrote needs to have a stamp and seal. After finally coming up with money because all the money is in the account, to get a notary I uploaded it on the XXXX, called back and my files are still under review."]},"sort":[13.611388,"21779644"]},{"_index":"complaint-public-v1","_id":"8903801","_score":12.154153,"_source":{"product":"Checking or savings account","complaint_what_happened":"Preface: There are two products involved in this complaint; Key Bank XXXX Checking Account, and XXXX XXXX Account. The issue/issues stemming from these two products/two companies would otherwise be very convoluted, but Key Bank personally made this case entirely their own responsibility. This assuming of responsibility occurred on XX/XX/XXXX, when we (XXXX XXXX XXXX), were advised to cease all communication with XXXX  and told that Key Bank would handle the entire issue at hand.\n\nIn following the instruction of Key Bank to cease communication with XXXX, and fast forwarding to this point, we now have discovered that our entire existence on XXXX has been completely wiped out (to the extent that we are not able to even log in to see PAST transaction history or have documentation of anything which occurred on our accountthis being a catalyst to a separate issue, forcing us to file for an extension to file taxes as we have zero access to the abundance of sales and reports which were handled through XXXX  its as if we never had an account at all). Furthermore, even if we wanted to delve into going another avenue and handling the issue of fraud with XXXX, after this disaster with Key Bank (despite all of their promises), we are no longer able to do that! Since we ceased all communication with XXXX past a deadline they had set for the fraud investigation, we ceased everything having to do with them. \n\nThe act of stopping all communications with XXXX was solely based on Key Banks advisement, as well as the advisement of the bank manager we were handling this fraud case with. This Manager, telling us multiple times, that she would ensure Key Bank would handle the fraud case ultimately in our favor (Key Banks branch manager stated this several times, specifically that she would personally ensure the case be handled appropriately as she knew, through review of our many forms of proof we provided during our many meetings with her, that the transactions we filed as unauthorized were in fact fraudulent).\n\nOur Complaint: The product is XX/XX/XXXX Checking Account, specifically at Key Bank. This complaint is based on our filing an extensive case for unauthorized transactions (82 total transactions); when reviewing our account, we noticed a plethora of transactions pulling funds from our account through XXXX  which we did not recognize, nor did we authorize.\n\nThis case, filed on XX/XX/XXXX, at the XXXX  Branch with XXXX XXXX. At the time of filing, we arrived at the bank with a spreadsheet of all our XXXX  transactions (each of the unrecognized/unauthorized transactions highlighted; this spreadsheet is what we used throughout this entire case to log happenings individually on each of the transactions  ATTACHMENT #1a).\n\nThe original filing contained 82 transactions total (the total number of transactions ultimately grew, as the Vendor was not blocked from our Key Bank account and continued to process transactions which were also unauthorized - we had ceased all use of the account as soon as we discovered the problem, therefore these additional transactions were very easy to see/find/report). A letter from Key Bank followed our fraud filing, informing us that the cases were filed (ATTACHMENT #1b).\nOn XX/XX/XXXX, we inquired if we should file this dispute with Key Bank (where the funds were coming out of), or with XXXX. XXXX XXXX advised that we cover all bases and files with Key Bank as well as have open communication with XXXX to encourage them to review and process the chargeback requests. So, we communicated and then also filed a case with XXXX on each of the transactions identically to the information we supplied to Key Bank. By filing with both institutions, \nwe thought that it would be a positive influence on this extensive issue; firstly, we viewed filing with both could be helpful for communication purposes between Key Bank and XXXX, as we had record of each XXXX transaction placed from which device login making the identification of the unauthorized XXXX transactions fairly easy by using our logs from XXXX XXXX identifies each transaction with a transaction number which is a unique identifier for every single of these transactions, but obviously Key Bank does not have at hand these identifying numbers therefore by going in backwards and ensuring the correct transactions were flagged with XXXX it should then help to correctly identify which Key Bank transactions went with which XXXX transactions (or so we imagined it happening in this manner). Secondly, we wanted to be certain that all items lined up with both institutions to remove the possibility of issues when investigation of the transactions began.\n\nMoving forward (from XX/XX/XXXX) we visited the XXXX Key Bank every 2 days following our filing, during this time also calling the fraud center to follow up on the case and inquire if they needed further detail or documentation. We were also communicating regularly with XXXX While speaking with XXXX, specifically on XX/XX/XXXX, we were given an explanation by a customer service representative which has been disregarded by all parties concerned (ATTACHMENT #1c).\n\nBringing us to our next notable date of XX/XX/XXXX. On XX/XX/XXXX, we started receiving several emails (39 total) from XXXX  stating that a conclusion on each of thirty-nine transactions had been determined and to click the link in the email to read the details in our account. The detail read that the transactions were in fact fraudulent and that they were refunding/honoring the chargeback requests from Key Bank. Subsequently, we received letters from Key Bank dated XX/XX/XXXX stating that they had issued us a permanent credit to our account for the listed transactions (ATTACHMENT #2).\n\nWe at that point assumed things were moving along, and we awaited more emails stating the same for our remaining transactions, which was not the case. When we visited the XXXX Branch again to see what was going on and could not get any factual information, we grew frustrated, leading us to our next notable date. XX/XX/XXXX. At which point we had grown frustrated with the service (or lack thereof) at the XXXX  Key Bank branch, because each visit to the bank specifically with XXXX XXXX, seemed to lead to no information or any kind of advisement on how to move forward  not only with our fraud case, but also with our XX/XX/XXXX Checking Account. We inquired several times if/when to open a new account as we still needed to XX/XX/XXXX, regardless of having this massive fraud case, and doing so without a useable/working checking account was growing increasingly impossible. Therefore, after another failed attempt at information about moving forward we chose to visit an alternative Key Bank branch to see if we could get advisement of any kind and find someone willing to help us with the two issues in hand. During this time we had very little communication on what was going on/going to happen with our account, and still needing XX/XX/XXXXwe ordered checks but were not told that account was not going to be useable (ATTACHMENT #7) this to be added onto total amount to be returned to us as well as the service, etc. charges which were charged to us when we were unable to close the account where the fraud originated (ATTACHMENT #6).\n\nXX/XX/XXXX, we visited the Key Bank XXXX Branch and met with the VP and Branch Manager (as her business card reads) XXXX XXXX. This extensive meeting included presenting our spreadsheet of transactions, with notes, etc. again, as well as providing the details of what had happened up to that point in time. XXXX  was very apologetic and seemed extremely motivated to assist us with both of our key issues at hand. She facilitated opening our new XX/XX/XXXXChecking Account, as well as taking our documents about the fraud case and scanned them into the system logging them into a database for the investigations. She also added notes to our database investigation during our meeting. At this meeting, XXXX stated directly that she could see the obvious number of hours of work that had been put into the information and proof we were providing for this fraud case and that there would be no more long hours and grueling work needed to be put towards this because she was going to handle it moving forwardshe actually went as far as to tell us that if we received any phone calls from the fraud department to advise that she was personally assisting us with this case and to give them her contact details and then call her to let her know right away so she could be sure that she was receiving communications and able to facilitate the conversations and help with any information or clarification as needed.\n\nWe followed up with regular phone calls and visits to XXXX. We were still hopeful that there would be good news soon, but instead we began receiving emails from XXXX  stating that they were suddenly unable to complete investigations on our reported transactions due to the fact that we had filed a fraud case with both XXXX  and Key Bank, and they were requesting that we cancel our fraud cases with Key Bank immediately in order for them to continue processing our requests. This immediately seemed like a red flag, especially since through communications with both parties neither mentioned this to be an issue, nor were we ever not upfront about what we were doing and the reasoning behind filing with both institutions.\n\nThis new development was the catalyst to our next visit and set of issues, now on the date of XX/XX/XXXX. We went into the Key Bank XXXX  Branch and met with XXXX, showing her the emails from XXXX requesting that we close our cases with Key Bank. She immediately called the fraud department to discuss and ensure that we received correct advisement on what to do at that point. The fraud representative pulled up the information on our cases while on the phone with XXXX (always on speaker phone in her office when she would call to discuss our case with the fraud department), and after reviewing everything they both agreed on the advisement to us that we should not cancel our cases with Key Bank, and that their request of us to do so especially after already refunding transactions in the case which were found to be fraudulent did not seem like sound advice at all. XXXX  also stated that if we cancelled our cases, we would not be able to reopen them and any sort of help at their end would be extremely difficult at that point. So, they reiterated to NOT cancel our Key Bank cases, stated that they would handle the cases in house and THEN advised that we CEASE ALL CONVERSATION AND COMMUNICATIONS WITH XXXX FROM THAT POINT FORWARD.\n\nWe followed these advisements, and then received letters DATED XX/XX/XXXX (the literal date of that meeting and receiving advisements/advice) from Key Bank stating that they were unable to process our claim for our cases of fraud!\n\nWe immediately took the letters right into the XXXX Branch to meet with XXXX. She immediately called the fraud department, at which point the representative pulled up our case and proceeded to tell her and us that they were not sure why we received those letters because the cases were in fact not closed! So, we proceeded to wait and follow up and wait and follow up againthen we decided to try calling the fraud department on our own, without XXXX assistance because waiting and getting no information (and barely a percentage of what she promised us on XX/XX/XXXXas far as assistance is concerned) was getting old.\n\nThis phone call was on XX/XX/XXXXand we were now told that the cases were closed on XX/XX/XXXX (which was the opposite of what we were told two separate times when visiting XXXX  and talking to the fraud department after the date of XX/XX/XXXX). The representative stated that we could send supporting documents via email to have the case reopened. We did exactly as we had been advised and sent an email for each remaining case (2), as well as forwarded the emails, after sending them to the dispute email address, to XXXX so she could remain informed on what was going on. We received letters dated XX/XX/XXXX that confirmed the receipt of our documents, and the letter stated that we would receive notification of their decision to reopen (ATTACHMENT #4).\n\nWe then followed up with a meeting with XXXX on XX/XX/XXXX, as we had not received any more information about our cases. This included calls to the fraud department which we made and were unable to get anything concrete as far as information was concerned. Our meeting with XXXX on XX/XX/XXXX included a phone call to the fraud department discussing the documents that were sent to reopen the case. The representative stated that the documents were not received, and XXXX corrected her in stating that she could in fact see the documents in the system; the representative ultimately found them and stated that they were not saved in the correct location within this case system, which she then corrected their location to be where they should be. The representative, XXXX stated that the case was reopened on XX/XX/XXXX. XXXX asked when there would be a definitive answer to this case which had now been dragged out for no real reason as there should have been no issues to begin with. The representative put us on a fairly long hold to discuss exactly what the timeline was going to XXXX representative returned to the call and stated that XX/XX/XXXX accounts are handled differently than XX/XX/XXXX accounts, that instead of receiving XX/XX/XXXX, there is no such thing for a XX/XX/XXXXwhen fraud is filed; also instead of 30 days for investigation, the timeline was going to be 45 days. When the representative stated that it would be 45 days, from the new date, referring to the date which the cases were allegedly reopened (XX/XX/XXXX). XXXX then clarified that she in fact said 45 days and asked for confirmation on whether it was straight 45 days or forty-five business days, to which the representative replied straight 45 days. While the representative was still on the call with us, XXXX physically counted out 45 days on the calendar and then asked the representative to confirm that the latest date of which we would have an answer would in fact be Monday, XX/XX/XXXX to which the representative said yes confirming that date. (OBVIOUSLY, EVERY OWNED CALENDAR WAS THEN MARKED FOR THAT DATE, XX/XX/XXXX).\n\nWe chose to wait until the day following the actual due date, as it could be possible for someone to be finalizing things on XX/XX/XXXX, so we wanted to be mindful of that. Upon calling the next day, XX/XX/XXXX, we were told that they not only did not have an answer but that NO ONE HAD WORKED ON IT, LOOKED AT IT AND THERE WERE NO NOTES MADE AT ALL WHICH WERE NEW AS OF THE NEW OPEN DATE OF XX/XX/XXXX.\n\nAfter some deep breathing exercises, I waited one more week, and called the fraud department back on XX/XX/XXXX, and again spoke with XXXX (coincidently the same representative that we received the 45-day timeline from). I did not announce that she had previously helped me, as I did not want to make her feel pressured or nervous so I stated I was calling for an update on a case which we had noted should be closed the week prior. She then pulls up the cases and proceeds to tell me that there have STILL been no updates. I communicated my concern as we were told that it would be 45 days from the date it was reopened (allegedly XX/XX/XXXX). She THEN states that she believes that for the case re-open timeline alone is 90 DAYS (this is not the timeline till the answer on the case itselfjust time to decide on it being reopened!). So, I voice my concern in general that there is 90 days for them to review the information and give an answer on if it will be reopened or notI then communicate that we were specifically told last week for a final answer, and that we were told it was already reopened! She states that she is going to have me talk to the fraud hotline so they can help me further. I speak with XXXX at the fraud hotline. This conversation starts with her pulling up my cases and immediate abundance of confusion. First she says the case was never closed, I correct herthen she states that the reopen was deniedthen she corrected herself and says it was not denied it just wasnt reopenedthen she tells me that she wants to directly speak with the caseworker assigned to the case to figure out whats going on, and asks if she can put me on hold to talk to that specific caseworker. After being on hold for over 2 HOURS waiting for this caseworker to surfaceshe comes back and tells me that the caseworker feels as though the case is too complicated and needs to be pushed up to a higher level! So, the representative states that she is going to ensure it gets pushed up to the next level and call me back in a couple of days.\n\nOn XX/XX/XXXX, I got a returned phone call with a whole lot of zero information. Frustrated I do not ask too many questions, as at that point I am just at a loss for what I can do to even get anywhere on this disaster.\n\nFast forward to nowNOT A SINGLE PIECE OF COMMUNICATION, until XX/XX/XXXX. We received a letter from Key Bank on ONE, NOT BOTH, ONLY ONE CASE stating XXXX  information about the documents sent to reopen the case, or the fact that the case was even closed at all! It states, we have reviewed the following items you submitted on XX/XX/XXXX unable to process the claim AS IF NOTHING HAS OCCURRED SINCE I ORIGINALLY FILED THE CASE!\nUltimately denying that case (1 out of 2), stating no real concrete reason as to why it is being denied! (ATTACHMENT #5).\n\nWe have no idea what is going on with the other case which we did not receive a letter on or around XX/XX/XXXX, about (not that the letter we did receive says anything at all). The paperwork included in the final attachment seems extremely confusing and I am not even sure what the extra documentation even means or if I am supposed to do anything with it. All we do know is that weve been refunded for part of the transactions that were in the original claim ($XXXX), as these transactions were found to be fraudulent, but the rest of the transactions in the original claim ($XXXX) were allegedly notbut who really knows what was found considering no one has ever given me factual information (this conclusion based on the numerous conversations, NONE of which we have ever received the same answer twice!).\n\nThe original claim amount remaining with the additional transactions filed after the original claim total $XXXX The Service Charges, etc. that we were charged on the account we were unable to use or close during the investigation (ATTACHMENT #6) total $XXXX. The checks that were ordered for the old account (ATTACHMENT #7), that at/during the time of the fraud filing, which no one told us we could no longer use for XX/XX/XXXX, and we were never credited as was stated would occur when we opened a new account total $XXXX. \n\nWe want our money backnot only has this been drawn out 170 days since the initial date of case filing, but this has nearly XX/XX/XXXX. We are an exceedingly XXXX XXXX and we had just XXXX XXXX XXXX, so were literally in the start to trying to XX/XX/XXXX This money was supposed to pay one of our subcontractors, who has patiently waited in the sidelines with us through this entire timeline of insanity; this money was also supposed to help us with XXXX XXXX XXXX XXXX where we store our equipment over the winter months (XX/XX/XXXX). Along with other minor details we are just trying to illustrate how this amount of money has a significant impact on XX/XX/XXXX, and on our survival in general XX/XX/XXXX.\n\nWe would like settlement for the amount due to $XXXX.\n\n\nThank you for your time and help with this matter in advance. We look forward to hearing from you soon. Have a wonderful rest of your day!","date_sent_to_company":"2024-05-01T18:25:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"14609","tags":null,"has_narrative":true,"complaint_id":"8903801","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"KEYCORP","date_received":"2024-05-01T18:07:27.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When we visited the XXXX <em>Branch</em> again to see what was going on and could not get any factual information, we grew <em>frustrated</em>, leading us to our next notable date. XX/XX/XXXX. At which point we had grown <em>frustrated</em> with the service (or lack thereof) at the XXXX  Key Bank <em>branch</em>, because each visit to the bank specifically with XXXX XXXX, seemed to lead to no information or any kind of advisement on how to move forward  not only with our <em>fraud</em> case, but also with our XX/XX/XXXX Checking Account."]},"sort":[12.154153,"8903801"]},{"_index":"complaint-public-v1","_id":"3333309","_score":11.569388,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am having an issue with USAA regarding a fraud case concerning unauthorized withdrawals from my USAA checking account via XXXX and XXXX. USAA banking is making it very difficult to recover the money that was stolen from me when other financial institutions have helped me with this difficult situation. They gave two letters onXX/XX/XXXXand XX/XX/2019 respectively saying that they found no fraud, but have not given any explanation or offered any solutions on how to help recover my stolen money. I am a XXXX XXXX XXXXXXXX veteran who was robbed and am not a lawyer. I am frustrated, angry and feel lost. I was traveling as a way to heal and get over the trauma that I experienced as part of the recovery plan for after I retired from the service. The issue first occurred while I was traveling out of the country for an extended period of time. While I was traveling in XXXX, I had a travel companion with me who was transferring funds from my account to hers without my knowledge. I did not realize the full extent of the fraud until I came back to the US. She transferred a large portion of the money right before we got on the plane together in XXXX, but transferred smaller amounts before that. She used my phone to transfer money to her accounts via XXXX and XXXX. The total amount of fraud from my USAA accounts totaled {$11000.00}. A total of {$3200.00} has been recovered by USAA so far, but another {$8400.00} has not been recovered. To provide some more background information, there was fraud from other financial institutions totaling around {$11000.00}, all of which was recovered. The grand total of all of the attempted theft by this individual was around {$23000.00}. The portion that was fraud using my USAA VISA card was fixed easily by USAA ( {$3200.00} ). However, the fraud concerning my USAA checking account is where USAA is not cooperating. The fraud here involved XXXX and XXXX transactions. It seems like USAA operates different departments separately where they have different policies. USAA gave their written response in a short letter saying that they concluded their investigation on XX/XX/2019. Amazingly, in USAAs written response and on the phone, nobody seemed to address the fraud from the XXXX transactions. This fraud totals {$2500.00} and was drawn from my USAA checking account between XX/XX/2019. There was another letter that was just as vague dated on XX/XX/2019 saying that they made a conclusion based on an investigation that began on XX/XX/2019. This means that they spent less than a day investigating. It does not say what it addresses but supplies a reference number XXXX. When I tried to contact the USAA banking department for a response as to why they concluded in the letter that the transactions were not fraudulent, I received numerous unhelpful answers. Usually the person I spoke to would not know and would transfer me to someone else, and this would often result being placed on hold for a long time or having my call dropped. Often times the next person would not know and I would have to explain my whole situation again. This was very frustrating and took a lot of time and I felt like I did not matter. When I did finally talk to someone, I would get a variety of answers such as make a police report, hire a lawyer, reach out to the party who took your money or there is nothing that can be done. Another explanation that I received is the fact that the fingerprint reader was used to access the XXXX on my phone. What they didnt want to hear was that the person traveling with me had access to my phone and probably added her fingerprint to it without me knowing it. It seems like USAA turned a deaf ear to every explanation I had. Even for the police report I said so should I go back to XXXX and do that and they did not know. One representative from USAA even said that XXXX said that there is nothing that can be done. This is not true based on the fact that XXXX themselves even reversed the fraud on the XXXX fraud ( more on that below ). In addition, lots of the fraud was done via XXXX and even the USAA credit card division reversed some of it. This was really demoralizing and felt like I did not matter. In fact, it felt like I had been robbed twice. The person who originally robbed me was someone I trusted, and I felt the same way about USAA. And again, nobody addressed the XXXX fraud. In addition, she also stole from my XXXX XXXX XXXX account, my XXXX XXXX XXXX, my XXXX XXXX Account and XXXX XXXX XXXX XXXX Accounts as well using the same scheme via XXXX and XXXX. I am including this information to show how this was a larger scheme and to contrast how other financial institutions handled it. Fortunately, all of these financial institutions were able to refund all of the amounts easily and rectify the situation. USAA has been the only financial institution giving me trouble about refunding the money that was stolen. To contrast how these institutions handled it, I included the statements and some emails from the other institutions as further evidence. The person who stole from me stole {$5000.00} from my XXXX XXXX card via XXXX. This was immediately picked up as fraud and reversed. They originally tried to charge over {$8000.00} but it was denied. XXXX XXXX even reached out and contacted me since it seemed suspicious sending someone so much money via XXXX. In addition, she also attempted to steal {$1500.00} with my XXXX XXXX XXXX XXXX via XXXX and this was also reversed easily. I attached the statement showing this. With XXXX XXXX XXXX XXXX, the fraud was done via XXXX on my checking account. This required a simple stop by in the XXXX XXXX branch where I signed a form to reverse it. This is shown as a {$4000.00} credit on my statement. Lastly, the person who stole from me used my XXXX XXXX to steal {$1000.00} that was reversed by XXXX themselves because they believed that it was fraudulent. My goal is to have USAA reverse the remaining balance that was stolen from that persons account and settle this case like the other financial institutions have. This will help to right a wrong that was done to me. How can USAA credit card division and other financial institutions realize that there was fraud, but USAAs banking division does not realize that there is plain fraud in front of them and refuses to help recover my the money that was stolen from me. The simplest and easiest way is to just reverse the transactions like every other financial institution, including XXXX credit and USAAs own credit card division did. In addition, I would like USAA to review some of their policies as to why I had to turn to the CFPB to help rectify this situation so that members in the future will feel valued and secure as members of USAA. The mission of USAA is to serve members of the military, past and present. I am calling on to them to live up to that ideal. Because I have felt that USAA does not care about me. I am a XXXX XXXX XXXXXXXX retired veteran and the {$8400.00} that I am missing means a lot to me. I attached some supporting documents showing statements from other institutions refunding the charges. You can see the XXXX Charges XXXX XXXX. The XXXX XXXX one shows a refund for several XXXX for the unauthorized XXXX transactions ( shown as adjustment credit ). I also showed how USAA refunded the credit card disputes but not the debit and XXXX disputes. Lastly, I have a PDF with a chart showing all of the transactions with USAA that I disputed, the date, the amount, the type and if it was refunded or not. Thank you for your cooperation with this matter Please note : I attached documents to this through the CFPB website but there is no way to verify if they uploaded. So if they did not upload I apologize.","date_sent_to_company":"2019-08-07T23:15:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"98409","tags":"Servicemember","has_narrative":true,"complaint_id":"3333309","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-08-07T23:03:47.000Z","state":"WA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["When I tried to contact the USAA banking department for a response as to why they concluded in the letter that the transactions were not fraudulent, I received <em>numerous</em> unhelpful answers. Usually the person I spoke to would not know and would transfer me to someone else, and this would often result being placed on hold for a long time or having my call dropped. Often <em>times</em> the next person would not know and I would have to explain my whole situation again."]},"sort":[11.569388,"3333309"]},{"_index":"complaint-public-v1","_id":"7874984","_score":10.751815,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to express my profound outrage and disgust with Chase Bank & # XXXX ; s egregious decision to revoke a credit amount of {$54000.00} and reversing numerous fraudulent charges from my business account due to alleged fraud. This arbitrary and unjust action, taken without prior notice or adequate investigation, has caused me immense financial hardship and distress, leaving me questioning your institution & # XXXX ; s commitment to customer rights and financial responsibility. \nAs a steadfast Chase Business customer for over two decades, I have cultivated an unblemished credit record, devoid of any instances of fraudulent behavior. I am adamant in my assertion that I have rigorously adhered to the terms of my credit card agreement. \nOn XX/XX/2023, XXXX discovered a staggering amount of unauthorized charges on my Chase Business Credit Card ending in XXXX. The magnitude of these fraudulent transactions sent shockwaves through my business, threatening its very stability. \nWithout hesitation, I contacted Chase Bank & # XXXX ; s fraud department to report the unauthorized charges. I was assured that the matter would be handled expeditiously. \nHowever, days turned into weeks, and I found myself repeatedly calling Chase, seeking updates on my case. \nEach call yielded the same unfulfilled promise : the charges would be reversed, and I would receive an email from Chase Card Services confirming the credit and providing instructions on how to accept the refund. Yet, no such email materialized Frustrated and increasingly concerned, I ventured into a Chase Bank branch on XX/XX/2023. With the assistance of a bank representative, I made another call to the card company, only to be met with the same hollow assurance : an email had been sent. \nI scoured my inbox, but the elusive email remained conspicuously absent. Disheartened but determined, I waited until XX/XX/2023, when, at XXXX XXXX, the long-awaited email finally arrived. With a mixture of relief and trepidation, I followed the instructions to accept the payment of {$54000.00}, a sum that represented a significant step towards restoring my personal and financial health. \nThis ordeal has highlighted the importance of vigilance and proactive communication when dealing with financial fraud. \nIt has also underscored the need for financial institutions to provide swift, transparent, and effective support to their customers during such critical moments. To abide and uphold their policies and terms of service they themselves put in place. I.E. a thorough investigation when it comes to matters such as these, fraud, treating customers fair and justly, and not assuming a member of two plus decades with an impeccable credit history with no sign, profile, or pattern of fraud would all the sudden allegedly commit {$85000.00} in fraud. \nThis just exemplifies Chase Bank & # 39 ; s negligence when it comes to these matters and unprofessional and downright egregious attitude and behavior towards loyal customers that report real matters for concern. This is a CLEAR violation of Chase Bank & # 39 ; s obligation to consumer protection. \nOn XX/XX/2023, Chase Bank revoked the entire credit amount of {$54000.00} from my account and reinstated numerous fraudulent charges, without any prior notice or even a post notice. \nOvernight I went from a victim of fraud to the person who is/was allegedly accountable for all the previously stated and agreed upon charges on my statement marked as fraud. This action was taken out of blatant disregard for my consumer rights and financial and personal well-being. \nI immediately contacted Chase & # 39 ; s Fraud department and spoke with supervisor & quot ; XXXX & quot ;, in order to report a fraudulent charge on my Chase Business Card. I spoke to a supervisor named XXXX, who was extremely confrontational and accusatory. \nShe informed me that my case had already been closed, without even asking me for any details nor allowing me to provide my recent findings. She then hung up on me. \nI was shocked and appalled by XXXX & # 39 ; s unprofessional behavior. I tried to explain the situation to her, but she refused to listen. \nShe even had the audacity to claim that i didn & # XXXX ; t sound like the & quot ; XXXX & quot ; she had spoken to last time. I was disgusted by her insinuation that I was being unreasonable or difficult. \nI spoke with a multitude of managers from the fraud department at Chase, however, the branch managers were no better. \nThey abruptly hung up on me multiple times when I tried to explain the situation. \n\nlet I am deeply disappointed with Chase Bank & # 39 ; s disregard for my consumer rights and their treatment of me as a customer. I have canceled my Chase Business Card and will never do business with them again. \nMy XX/XX/2023, statement unmistakably exposes Chase & # 39 ; s willful negligence in failing to conduct a thorough investigation into the disputed charges. \nThis egregious oversight has plunged me into a catastrophic financial crisis, effectively rendering me unable to access my own funds and fulfill my fundamental financial obligations. \nThe repercussions of Chase Bank & # 39 ; s actions are far-reaching and detrimental to my life. I am now facing : 1. Financial hardship : The revocation of the entire credit amount has left me in a state of financial strain, unable to meet my regular expenses and fulfill my financial obligations. This has caused significant stress and anxiety, impacting my overall well-being. \n\n2. Damage to credit score : The revocation of the credit amount, coupled with the outstanding balance of the disputed charges, will in turn inevitably severely damage my credit score. This could make it difficult to obtain new credit, rent an apartment, or even get a job. \n\n3.Emotional distress : The financial burden and the uncertainty surrounding my credit situation have caused me immense emotional distress. I am constantly worried about my financial future and the potential consequences of this situation.\n\n4.Difficulty obtaining insurance : With a damaged credit score, I may face difficulties obtaining insurance for my home, car, or other assets. This could further strain my finances and leave me vulnerable to financial setbacks.\n\n5.Difficulty finding employment : A poor credit score could make it difficult to find employment, as many employers conduct credit checks as part of the hiring process.\n\nThis could limit my career opportunities and further impact on my financial stability.\n\n6.Difficulty getting approved for loans or mortgages : With a damaged credit score, I may face difficulties obtaining loans or mortgages in the future. This could increase the overall cost and ability to purchase a home or make other significant financial decisions. Considering these severe consequences, I am formally demanding that Chase Bank immediately and unconditionally reverse the revocation of the disputed charges and reinstate the funds to my account.\n\nI also asked for clear and transparent communication throughout the process to ensure that this issue is resolved swiftly and satisfactorily.\n\nI am deeply disappointed with Chase Bank & # 39 ; s failure to uphold its responsibility to protect its customers from fraudulent activity and its blatant disregard for my rights as a 20+ year business customer.\n\nIf Chase Bank fails to take immediately take corrective action, I will be forced to pursue all legal avenues to protect my rights and seek compensation for the damage caused by this egregious breach of trust.\n\nI implore you to reconsider Chase Bank & # 39 ; s position on this matter and act with the integrity and fairness that their customers deserve. I am hopeful that Chase Bank will value its long-standing customers and resolve this issue fairly and in a timely and satisfactory manner.\n\nYet they are not and stated they WILL NOT RESPOND TO ANYMORE INQUIRIES.\n\nChase Bank & # 39 ; s actions are unacceptable. They have a legal obligation to treat their customers fairly and respectfully. By hanging up on me and dismissing my concerns, Chase Bank violated my consumer rights. \nXXXX & # 39 ; s behavior was particularly egregious. She was confrontational and accusatory, and she made a false accusation against me. This type of behavior is unacceptable from a customer service representative, let alone a supervisor. \nThe fact that Chase Bank was unable to resolve my issue promptly and efficiently is also concerning. I was forced to call back multiple times and speak to different representatives, and still didn & # 39 ; t get the help I needed. \nChase Bank has shown that they do not value my business or my rights as a consumer. \n\nI believe that the CFPB & # 39 ; s actions will have a significant positive impact on consumers nationwide. By holding Chase accountable, the CFPB is sending a clear message to all financial institutions that they will not be allowed to engage in unfair and deceptive practices. \nI am confident that the CFPB will continue to play a vital role in protecting consumers from financial harm. I urge you to continue your important work and to remain vigilant in your efforts to uphold my and other consumers rights. \nThank you again for your dedication to consumer protection. \nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2023-11-20T06:58:36.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"95833","tags":null,"has_narrative":true,"complaint_id":"7874984","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-11-20T04:58:49.000Z","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 spoke with a multitude of managers from the <em>fraud</em> department at Chase, however, the <em>branch</em> managers were no better. \nThey abruptly hung up on me multiple <em>times</em> when I tried to explain the situation. \n\nlet I am deeply disappointed with Chase Bank & # 39 ; s disregard for my consumer rights and their treatment of me as a customer. I have canceled my Chase Business Card and will never do business with them again."]},"sort":[10.751815,"7874984"]},{"_index":"complaint-public-v1","_id":"5910980","_score":10.681622,"_source":{"product":"Checking or savings account","complaint_what_happened":"FROM : XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX XXXX, CA. XXXX ( XXXX ) XXXX XX/XX/XXXX TO : Consumer Financial Protection Bureau ( New Complaint ) RE : Bank of America Error Resolution Failures Resulting in Monetary Loss, Fiduciary Duty Failures, -Possible Defamation Claim against BOA Management @ Branch Account number XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX. \nAccount number XXXX XXXX XXXX XXXX Savings My dad is the sole proprietor of XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, XXXX, and has been banking with BOA since XXXX. The business account ( Acct. # XXXX ) had fraudulent transactions take place when large amounts of money were transferred out of the business account into my personal savings account ( Acct. # XXXX ) on three separate occasions. The transactions were not authorized. Upon discovering the fraud, we took the appropriate steps to resolve the matter with BOA. These were large transactions on different dates ( XX/XX/XXXX, {$30000.00}, XX/XX/XXXX, {$3000.00} XXXX, XX/XX/XXXX, {$26000.00} ), and according to the printout we were given by BOA, they were agent assisted. \n\nWhen BOA began their investigation, I was under the impression that the money was going to be returned to the business account, where it came out of to begin with, and in fact was told by BOA personnel that once the investigation completed that the account would be credited. Well, the investigation commenced, and the applicable information was exchanged between the bank and us, and next thing I know I received notices that the claim was resolved in my favor. Here is where the problem lies. As much as I mentioned to each of the BOA representatives, I was in contact with during this ordeal that the business account was the victim and my savings account was not, my savings account was credited the stolen money and not the business account. I continued trying to get that point across to BOA, even asking them how I could transfer it back myself, but they left me under the impression that I couldnt do that, so me and my dad decided to go down to the branch and speak with someone in person with autonomy to make sure that we were all on the same page and that the business account would be credited. That did not happen despite being told by seemingly competent personnel of BOA 's that it would. \n\nUpon arriving we identified ourselves and were asked why we didnt make an appointment before just assuming they could see us. We apologized, explaining that weve never needed to make one, we were always treated very well there and didnt think we needed to, after all, our relationship with this bank has spanned decades and the relationships created during all these years have felt like family. At any rate, the branch manager was a bit rude to me, but I didnt put too much thought into it and she and my dad began speaking privately about the situation, which was fine with me, even though I am an authorized agent of the account. Well, the bottom line is this : the branch manager told my father that she was speaking on behalf of, and it was the opinion of BOA and herself, that I am the one who fraudulently transferred the money from the business account and that I stole the money from my dad.\n\nWell, the notion is ridiculous to begin with, but this womans unprofessionalism only increased over the next half hour after my dad told her that he wanted to close the account and be given the balance remaining in the account either in cash or transferred into another account at another bank. The reason for this is because my dad explained to this woman that he didnt believe that I would steal his money, and felt she was out of line making such a defamatory accusation in the branch with other customers in ear shot. When she insisted that I was a thief, my dad told her to close the account. My dad told me what was going on, and I was just so insulted that I was speechless. This woman doesnt even know me and for her to say such a thing about me not only offends me, but it could cause me, and the business economic harm should anyone take what she said to XXXX. We live in a small town and our ancestors homesteaded our land and we have footprints here that go way back, and my point is that we know many people and if this matter isn't remedied in our favor as it should be anyway, we intend to let our friends and fellow business owners in the community just how we have been treated by BOA ; if anything else, to make certain that what the branch manager accused me of is defended. \n\nThe complaint isnt really about this womans behavior or her lack of professionalism, although the more I think about it, the closer I get to deciding to hire an attorney to bring a civil action for defamation ; the purpose is to get the money transferred back into the business account where is should have been placed at the completion of the investigation. Unfortunately, because BOA refused to transfer it or tell me how to, it was then restricted while it was in my personal account due to a child support order BOA received on XX/XX/XXXX, XXXX then XXXX was seized out of the account. This is unspeakably frustrating given the promise by them that this situation would not happen. I contacted BOA, asking them to help, but they said they could do nothing. This order was sent to them in XXXX and so I reminded personnel that since XXXX I was told that the money would be taken out of my savings account and put back into the business account. Why that never happened is puzzling, but the money is now seized and was never put back into the account it was originally taken out of despite my efforts. BOA has offered no means to remedy it and states there is nothing they can do. \n\nI have spoken to the following BOA personnel regarding this result in random order : XXXX @ XXXX, XXXX XX/XX/XXXX XXXX, XXXX (? ) - XX/XX/XXXX XXXX, BOA ACH XXXX Texas, XX/XX/XXXX XXXX, XX/XX/XXXX on hold XXXX m, XXXX, Fraud Division-XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX XXXX XXXX yet nobody was able to resolve this or provide me any information on how to resolve it. Those conversations have come to be lessons in futility as the money is gone, and my dads business account suffered the loss of all that money, and BOA should have handled that situation differently, and the business account should fall under the same protections as my savings account, and that money should never have been put into the savings account, and BOA is responsible for and has a fiduciary duty regarding laws on senior consumers and we feel that they should credit the money seized from my savings back into my dads business account. It was never my money to begin with, and shouldnt have been in my account at all, and BOA was questioned about this numerous times throughout the investigation process yet failed to follow the resolution procedures using the business account. This is their fault, and by telling us there is nothing they can do is unfair, and I believe violates federal law as the bank has a fiduciary duty to protect me and my father as we are senior consumers. The branch manager had us escorted off the property and insisted we were cited for trespass, and we were ... AFTER BANKING WITH BOA SINCE XXXX? What? \nWe are reasserting our fraud claim on the amount seized which is {$21000.00}, along with any applicable interest for the business account ( Acct. # XXXX ) and ask that all error resolution procedures and our rights as consumers be followed as applicable by federal law. by BOA in correcting the proper account the money that is now gone. We have tried to resolve this matter ourselves with several BOA superiors, however we were unsuccessful and that is why we are now involving the CFPB. We ask that BOA correct this matter promptly, and should we not be able to come to a resolution that both parties agree is fair, we plan to retain legal counsel to assist us. We hope after all the years weve been partnered with BOA ; they will do the right thing. We have not done anything at all with the account since leaving the bank that day as a show of good faith that BOA will address the manager 's unprofessionalism and correcting the errors appropriately. We look forward to moving on from this and resuming our banking experience with BOA, however, should this not be remedied, we intend to close the account permanently. \n\nThe claim numbers applicable to the accounts named herein are XXXX XXXX XXXX. \n\nYours Faithfully, XXXX XXXX XXXX cc. XXXX XXXX XXXX XXXX.","date_sent_to_company":"2022-09-09T18:45:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95648","tags":"Older American","has_narrative":true,"complaint_id":"5910980","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-08-24T12:25:47.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["It was never my money to begin with, and shouldnt have been in my account at all, and BOA was questioned about this <em>numerous</em> <em>times</em> throughout the investigation process yet failed to follow the resolution procedures using the business account. This is their fault, and by telling us there is nothing they can do is unfair, and I believe violates federal law as the bank has a fiduciary duty to protect me and my father as we are senior consumers."]},"sort":[10.681622,"5910980"]},{"_index":"complaint-public-v1","_id":"3876330","_score":10.659986,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is a new complaint, although it will address prior complaints and mention facts about the results of those complaints. This complaint is based on contradictory information I was given regarding whether or not an investigation was ever initiated. In the latest letter I received from Wells Fargo Bank regarding the fraud claim I reported way back in XX/XX/2019, they claim that they could find no claim to research. They touch on a couple things mentioned in my complaints, but fail to provide me with any real reassurance that they in fact tried to help me. I will address their statement of not being able to find a claim to research first, because now that they have stated this more than once, I will point out that I have informed WF in person, by telephone, in writing, and by the complaint process that there was fraud on my account. They have asked me for applicable claim numbers in past letters from them to me, and I have answered that I was never given any claim number by any of the numerous WF personnel I discussed this matter with. I called the CFPB last week and spoke with a woman who agrees with me that if I called fruad and reported an error, and WF then froze my online account access, then there certainly would be a record of such an event. \n\nThat is the first reason that I don't believe them when they say they couldn't find a claim. WF is either deliberately lying to me, or they are simply incompetent. Either way, that excuse obscures the magnitude or pervasiveness of this unfair treatment that I have had to endure from them since the onset of this nightmare. Their discriminatory behavior sort of detracts from the transparency it has promised regarding this process of resolution in what I can only imagine is their effort to blur the facts the from the CFPB investigating their deficiencies regarding Regulation E.I 'm sorry, but I'm done with being treated like this. \n\nIf WF thinks I'm mistaken, let me explain why this is proof of discrimination and unfair business practices ; after all, they take this very seriously and want to know what happened. \n\nI called into WF with questions regarding this situation after receiving notice that my account was in overdraft and instructing me to call them. So I did. When I made the call, I explained who I was and that I had questions and wanted to address issues related to it. I mentioned to the rep who answered that I had been in touch with XXXX XXXX in the executive offices. To my surprise, he acknowledged my correspondence with her. Odd though, because apparently he was only given information that my claim had been \" re-opened '', and couldn't provide me any other information whatsoever. He was very rude, and since WF continuously mentions that my account was closed due to prolonged overdraft and how they sent me letters telling me about it, and told me to contact them, I will now mention that if they are going to instruct customers to call in with questions they might have, or to discuss matters regarding their overdraft issues during a pending investigation ( which I believe would be the correct status of it, given the information that the rep on the phone just informed me of ), they should provide the person who will be answering the phone the pertinent information needed when the consumer complies and calls in. \n\nThat being stated, I am confused as to whether or not the investigation had actually been \" re-opened, '' or not? Which is it? This is very deceptive and misleading. I mean, unless the rep I spoke to was lying to me, then an investigation did commence at some point, and then was closed at another point. That likely being the situation, then how is it that no claim can now be found? More confusing is why was I not informed of any such closure or \" re-opening '' in writing as Regulation E states must be done? \n\nI'll address other statements made in the companies response to my last complaint now. as well. This latest response from WF also mentions that they contacted the XXXX branch in XXXX where I hand-delivered the proof of my allegation, yet the manager there doesn't remember me or working with me on my complaint. I'd like to know if they also asked Ms. XXXX if she remembered me? After all, I have mentioned her name simultaneously when mentioning the branch manager as the experiences I have had with both of them are connected. So, did WF ask Ms. XXXX whether or not she remembers me? If not, why? As for the branch manager, my response is that if I can remember that a pregnant   banker was wearing a XXXX top, and was leaving for maternity leave on a Saturday, it is grossly offensive that I am expected to believe that a bank manager wouldn't remember a customer who came into branch WITH A WITNESS, I might add, to discuss a fraud that also involved the XXXX of his customer, which he was shown graphic photographs to substantiate the XXXX, and which he commented on ( referring the matter as similar to a robbery, and informing me that I would have no rights in the matter )!!! If he truly can't remember me then perhaps he was given his position through means other than qualifying traits or experience. It is convenient that he would have XXXX now that I have continued to allege his discriminatory behavior and factual information regarding our meeting which certainly doesn't help WF 's attempts at trying to seem as though they've acted in good faith. Of course this manager doesn't remember me, he can't admit that he confirmed to me that he forwarded an SD card that had not only audio and video and photographic PROOF of the fraud, but also a declaration of facts contained in it ; but guess who can? My witness, that's who. I certainly hope the CFPB is paying close attention to this matter and the words I am writing now, because clearly there is something wrong here on WF 's error resolution procedures and the way they have treated me throughout this ordeal. The manager is lying. It's just more XXXX, but for the record, he is XXXX XXXX XXXX maybe, full head of XXXX hair. He was dressed in a suit and we sat at the first table to the left of the door. It took a while to get his full attention with his incessant waving of his hands to someone behind the counter mouthing for them to turn the cameras on ; like I was about to rob the bank or something. I can't express how insulting it is that he now claims he can't remember me. I'm not even going to say anymore about him. Like I said, he is lying. If anyone wants to know, Ms. XXXX is a beautiful woman with light XXXX XXXX skin and XXXX XXXX XXXX XXXXXXXX hair. She was wearing a dress that had brown and white and flowers on it, I think, but I might be wrong about that. She was very helpful, actually. He was not. \n\nSince I'm discussing that meeting, let me mention how unspeakably frustrating it is that WF now claims that the same documentation that went through two separate hands at that branch, first Ms. XXXX 's, and then the manager 's, can now not be located! \n\nAnother surprise! \n\nMs. XXXX obviously distributed it as promised to the branch manager, whom then assured me that he forwarded it to fraud. That is another level of incompetence that has now altered my opinion of the manager at the branch and the procedures in place for this type of documentation retention. If WF lost the proof of the fraud, then they should be liable regardless. I can't get that documentation back. More proof of unfair and deceptive treatment, given that in front of a witness, I was assured that it was sent off to fraud. Where does that leave me? \n\nOh, I know, out in the cold. \n\nThis is what else I would like WF to address : why I am being treated unfairly by denying me my rights outlined under Regulation E? According to what I have read, my situation in particular indicates that this particular error resolution matter appears as unsafe and unsound banking practices that violates the law or regulations and seems to me that I am now on the other end of a company engaged in abusive and deceptive practices and I would like the CFPB to take note of this and investigate. Among the failures I believe were made in this situation, the following would apply : First : Notice of the error was given in person, by telephone and in writing. \n( b ) Billing error notice. A billing error notice is a written notice from a consumer that : ( 1 ) Is received by a creditor at the address disclosed under 1026.7 ( a ) ( 9 ) or ( b ) ( 9 ), as applicable, no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error ; ( 2 ) Enables the creditor to identify the consumer 's name and account number ; and ( 3 ) To the extent possible, indicates the consumer 's belief and the reasons for the belief that a billing error exists, and the type, date, and amount of the error.\n\nI complied totally with this. The bank manager printed out my statement and we went over the  transactions together in branch. Again, he promised this information would be given to fraud. His XXXX XXXX  is not my responsibility. \n\nIf there was an investigation, and I was told there was, and then I was told there wasn't, but either way, this is what it says should have happened, but didn't : Reasonable investigation. A creditor must conduct a reasonable investigation before it determines that no billing error occurred or that a different billing error occurred from that asserted. \nAlso ... it states : 13 ( c ) Time for Resolution ; General Procedures 1. Temporary or provisional corrections. A creditor may temporarily correct the consumer 's account in response to a billing error notice, but is not excused from complying with the remaining error resolution procedures within the time limits for resolution. \nLets see ... it's been well over a year. I should be given interest when if my rights are ever enforced and my money returned to me. \n\n2. Finality of error resolution procedure. A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). \n??? \n( 2 ) Adverse credit reports prohibited. The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges.\n\n( 3 ) Acceleration of debt and restriction of account prohibited. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 U.S.C. 1666 ( e ) for failure to comply with any of the requirements of this section.\n\nPerhaps two might apply, but 3 certainly does. My account was closed in what should have been the middle of an investigation and I was harassed about the balance and given no information when I called in as instructed. Also, I shouldn't have been in overdraft to begin with as I have mentioned several times in previous correspondence because ... \n( i ) Relation to Electronic Fund Transfer Act and Regulation E. If an extension of credit is incident to an electronic fund transfer, under an agreement between a consumer and a financial institution to extend credit when the consumer 's account is overdrawn or to maintain a specified minimum balance in the consumer 's account, the creditor shall comply with the requirements of Regulation E.\n\nFinally, I want to point out that : Creditor 's failure to comply with billing error provisions. Failure to comply with the error resolution procedures may result in the forfeiture of disputed amounts as prescribed in section 161 ( e ) of the Act. ( Any failure to comply may also be a violation subject to the liability provisions of section 130 of the Act. \n\nWells Fargo has consistently sent me the \" need more information '' letter, when they should have been following the law. I demand that my money be returned to me at once, given that I have just outlined the deficiencies they have demonstrated in handling my dispute. It is completely unfair and discriminatory. I don't want another \" need more information '' letter from them. I have already given them all of this. The facts are that I provided WF with documentation that proved that someone other than me stole my money. That documentation was recorded evidence using the exact amounts and terms which clearly proved that I was victimized. The statements, \" we already got XXXX dollars of his Social Security money '', and \" we got XXXX as soon as he got it '', and \" did he bring the money? Yeah, it's in the glove box, but there's XXXX missing. There was supposed to be XXXX! We think XXXX took it. \", and \" I just want my XXXX that he owes me and I'm going to Utah ''. I have went over transactions with the bank manager in XXXX. He pointed out a few of these transactions from the statement he printed out at the branch. The dates were from XX/XX/2019 through the end of XXXX. Also recorded in those documents was a statement made by one of the perpetrators of my victimization which he claims that he prevented me from checking my balances from  the time I got my account set up, until the middle of XXXX. Given I have none of the original recordings anymore, or account access to be sure, maybe WF can use that info to assist with it's determination. For the record, this victimization is ongoing as I've mentioned several times. I just was awarded XXXX XXXX dollars in a civil verdict against two of the people who originally began this insane crusade of harm against me. I wouldn't trust WF with one penny of it, and even with this judgement, I want my money back. I REFUSE to sit back and allow the people who have done unspeakable things to me to be given MY OWN MONEY FOR XXXX ME ... even if WF is willing to do so. \nIf I am not given my money back, I am contacting the CFPB Ombudsman with the information provided herein. I WILL be hiring an attorney and I WILL be suing WF for this situation. This is certainly something worth fighting for. I will be waiting for my next \" more information letter '', WF. If that is what I receive instead of a check, then I will cease communication until I am represented by an attorney. \n\nYours Faithfully, XXXX XXXX Account Number XXXX PS I am attaching a letter from the OCC stating this is RegE and a letter I received from WF which I think proves that they knew of a claim? \nDebit Card Ending in XXXX","date_sent_to_company":"2020-10-01T10:57:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95336","tags":null,"has_narrative":true,"complaint_id":"3876330","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-10-01T09:04:04.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["She was <em>very</em> helpful, actually. He was not. \n\nSince I'm discussing that meeting, let me mention how unspeakably <em>frustrating</em> it is that WF now claims that the same documentation that went through two separate hands at that <em>branch</em>, first Ms. XXXX 's, and then the manager 's, can now not be located! \n\nAnother surprise! \n\nMs. XXXX obviously distributed it as promised to the <em>branch</em> manager, whom then assured me that he forwarded it to <em>fraud</em>."]},"sort":[10.659986,"3876330"]},{"_index":"complaint-public-v1","_id":"19529695","_score":9.966012,"_source":{"product":"Checking or savings account","complaint_what_happened":"We have several savings XXXX  checking accounts with US Bank XXXX  have been a long-time customer. On XX/XX/year>, I went online XXXX  pay a bill and noticed that XXXX of our savings accounts had an amount of {$5.00} in it. There were XXXX external wire transfers noted that started on XX/XX/year> through XX/XX/year> that had drained {$19000.00} out of our savings account leaving a balance of {$5.00}. I've attached a document showing the dates XXXX  amounts taken out of this account. I immediately went XXXX  the nearest US Bank branch XXXX  was told they could not help me but they would freeze the account so no more money would be taken from it. I was provided the US Bank fraud number XXXX  immediately called XXXX  report the issue. After being on hold for over an hour, I was finally able XXXX  speak with someone who took all of the information XXXX  located XXXX more withdrawals in our main checking account ( XXXX XXXX  the XXXX XXXX XXXX in California XXXX  XXXX for a XXXX payment ) that totaled around {$3700.00} XXXX  the transactions for those XXXX happened on XX/XX/year>. I was told that my husband 's US Bank debit card had been compromised XXXX  they even changed his password XXXX  pin # XXXX  were able XXXX  access all on-line accounts that his name was on ( XXXX XXXX XXXX XXXX I was told they would freeze our main checking, the compromised savings account, XXXX  our son 's checking ( even though we did not see any transactions with his account ) because XXXX 's name was on all of them. We were told no additional money could be removed from those accounts but we could add money XXXX  them until we closed them out. I was told we would receive something from US Bank in the mail with their decision within XXXX  days. This all happened on XX/XX/year>. \n\nSince that time, we've been XXXX  US Bank in personal numerous times XXXX  close these accounts XXXX  open new ones, we made a police report, XXXX  we've called weekly XXXX  try XXXX  get a status update. The money taken out of our savings were external wire withdrawals XXXX  there is a \" special department '' that handles that that can not be contacted by phone or email. I called the fraud department back XXXX  can't get anyone XXXX  help us XXXX  they say they can't even access this case since a \" special department '' is handling it. On XX/XX/year> I finally spoke XXXX  a very nice person with US Bank, XXXX, who told me this department only responds via XXXX Mail XXXX  she would ask them XXXX  mail us a status update with all documentation from their investigation. To date, we have received nothing from them. The money totaling over {$20000.00} remains missing from our savings account and we don't know when and how we can get it back. US Bank is an FDIC XXXX XXXX and they've verbally confirmed which card was compromised XXXX  we still don't have our money back. The frustration is that we can't even call XXXX  speak with anyone. They don't communicate at all or provide us any update or status. We have no recourse, at least known XXXX  us, if they deny our claim. We have filed a police report ( see attached ) XXXX  don't even have anyplace XXXX  send it. I've been told the XXXX department would let \" them '' know that a police report has been made. \n\nXXXX  XXXX  make matters even more frustrating, the accounts that were allegedly closed in XXXX with a XXXX balance still have money coming out of them. We received a letter XXXX  from US Bank with a $ XXXX balance out of the main checking account that was closed, showing that amount taken out in XXXX that could result in Overdraft Paid Fees. \n\nAt this point, we don't know what else XXXX  do. This is a large sum of money XXXX  we don't want XXXX  have XXXX  hire an attorney XXXX  try XXXX  get it back. We are reaching out for assistance in bringing this XXXX  a conclusion. This money was wired out of our account without our knowledge or permission with no notice XXXX  us that large sums of money were being transferred. \n\nThank you for your assistance. I have attached the police report XXXX  bank statements showing all transaction amounts XXXX  dates. \n\nXXXX and XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2026-02-16T17:12:10.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"620XX","tags":null,"has_narrative":true,"complaint_id":"19529695","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-02-16T16:26:45.000Z","state":"IL","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 immediately went XXXX  the nearest US Bank <em>branch</em> XXXX  was told they could not help me but they would freeze the account so no more money would be taken from it. I was provided the US Bank <em>fraud</em> number XXXX  immediately called XXXX  report the issue."]},"sort":[9.966012,"19529695"]},{"_index":"complaint-public-v1","_id":"11167735","_score":9.960779,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to formally lodge a complaint against Chase Bank regarding the improper processing of three checks I sent to my child, XXXX XXXX XXXX ( hereafter XXXX XXXX, totaling {$19000.00} from XXXX XXXX XXXX XXXX ( the XXXX XXXX in XX/XX/year>. The manner in which Chase Bank handled our request to resolve the matter was extremely frustrating and essentially unjust. \nChase Bank cashed these checks, but has frozen the proceeds, citing concerns of fraud, and subsequently directed us through circular argumentation, which offered no means to recover the funds. \n\n1. Background : In late XX/XX/year>, I accompanied my son, XXXX, from XXXX XXXX XXXX XXXXXXXX to help him settle into his new accommodations after he graduated from XXXX. To support him with his tuition, I asked XXXX to open a local bank account with Chase Bank and initiated a transfer of funds. At the beginning, to ensure that XXXX account was properly functioning, I sent a test check of {$800.00} to verify the transfer system. This amount was successfully credited to XXXX account with Chase Bank. \n\n2. Errors in Processing : While scheduling subsequent transfers through my bank XXXX, I filled out XXXX account information. The XXXX online banking system prompted me to provide both a nickname and the full name of the beneficiary ; however, I mistakenly entered \" XXXX '' as XXXX full name and \" XXXX XXXX '' as his nickname without double-checking. Additionally, my name was recorded as \" XXXX XXXX '' instead of my full name, \" XXXX XXXX ''. I failed to notice these discrepancies. \nThe first check for {$800.00} was successfully cashed in early XXXX. Encouraged by this result, I sent three additional checks totaling {$19000.00}. However, Chase Bank subsequently held these checks, citing potential fraud due to the name discrepancies. \n\n3. Current Situation : Upon being notified that all three checks were being held, XXXX contacted Chase Bank numerous times. He has been told that : ( 1 ). No form of verification would be accepted other than the verified phone number of the writer of the checks. \n( 2 ). I, as the writer of the check, was not permitted to present documents or visit a local branch in person to resolve this matter. \n\nInasmuch as Chase Bank representative explained that there was only one and necessary method to confirm the legitimacy of the checks, I duly conducted the following by adhering to Chase Banks instructions : ( 1 ). Firstly. I spent a great amount of time to update my phone number as recorded in the credit companys records. However, I was informed that my checks could not be verified because they were addressed to \" XXXX XXXX '' instead of \" XXXX XXXX. '' This discrepancy has now put my funds at risk of being turned over to the Government in two months. \n( 2 ). Secondly, Chase Bank subsequently suggested that I request my bank, XXXX, to recall the three checks. After liaison with senior managers at XXXX  I obtained a confirmation letter from XXXX detailing the check number received by Chase Bank had indeed originated from my XXXX account. However, XXXX also informed that Chase Bank already cashed the checks, thus none of the three checks could be recalled by XXXX. \nCurrently we are ensnared in the midst of this awkward cross-bank communication. XXXX bank account is now being forcefully closed by Chase Bank, and our US {$19000.00} checks can not be recalled, returned, explained or cleared. \n\n4. Complaint Points ( 1 ). If Chase Bank believes the check is erroneous, it should be rejected and returned to the origin. I had used an electronic check system, so it was very easy to trace the origin of the funds. \n( 2 ). Chase Bank should never have cashed the check, thus making it un-recallable by XXXX if they had had concerns about the validity from the outset. \n( 3 ). I have presented all information to Chase Bank, but they have been negligent in regard to the details and evidence that has been shown to them and have resorted to an inappropriate circular argument. \n( 4 ). The requirement for a verified phone number from a 3rd party was never disclosed to us beforehand, which compounded difficulties and was not reasonable, given that I could simply have presented my credentials and could have proven all details to identify me as the legitimate account holder at XXXX and as the person who wrote the checks. \n\n5. Request for Action : XXXX USD is not a small amount of funds. I kindly request that this matter be deemed more highly prioritized and reviewed accordingly by your management team. I seek a resolution that allows for the prompt and fair release of the funds to my son XXXX or to return the checks to the XXXX  so I can proceed with confirming to XXXX the correct details once again. \n\nI have also enclosed the relevant letter from XXXX for your reference. A clear overview of the entire incident can be found in the attached file named 'ComplaintsLetter-JPMorgan Chase XXXX XXXX XXXX XXXX Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-12-16T13:03:34.000Z","issue":"Fraud or scam","sub_product":"Check cashing service","zip_code":"88007","tags":null,"has_narrative":true,"complaint_id":"11167735","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-12-16T11:00:49.000Z","state":"NM","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, Chase Bank subsequently held these checks, citing potential <em>fraud</em> due to the name discrepancies. \n\n3. Current Situation : Upon being notified that all three checks were being held, XXXX contacted Chase Bank <em>numerous</em> <em>times</em>. He has been told that : ( 1 ). No form of verification would be accepted other than the verified phone number of the writer of the checks. \n( 2 )."],"issue":["<em>Fraud</em> or scam"]},"sort":[9.960779,"11167735"]},{"_index":"complaint-public-v1","_id":"9379239","_score":7.9547515,"_source":{"product":"Checking or savings account","complaint_what_happened":"SUMMARY OF SUPPORTING CLAIM Tuesday XX/XX/XXXX This original claim started upon a call I received from my accountant on or around XX/XX/XXXX regarding missing money and check numbers that did not match my check ledger for account number ( XXXX ). \n\nFor the record, and what was later identified and verified by law enforcement in my second supplemental report, I was out of the country from XX/XX/XXXX through XX/XX/XXXX working in XXXX, XXXX as a XXXX XXXX Upon my arrival back I was immediately notified via phone call on or around XX/XX/XXXX of potential theft of money. Upon hearing this information I immediately requested copies of the checks in question and reviewed my itemized statements which were mailed to my address of record. \n\nMoving forward, and not recognizing any of the line item checks included in the statements I requested as listed above copies of check number ( s ) ( XXXX, XXXX, and XXXX ). Upon the review of the check ( s ) on or around XX/XX/XXXX I reported the theft and forgery to the XXXXXXXX XXXX XXXX Due to the lack of initial information the report obtained was very basic and simply outlined the time of incident and check numbers in question. Additionally, in a simple comparison by the XXXX XXXX XXXX I was issued a formal initial report with the date of XX/XX/XXXX at the XXXX XXXX with a start date of the criminal activity to be from XX/XX/XXXX at XXXX and an end date of our discovery of XX/XX/XXXX at XXXX. In addition, I was instructed to open a forgery case with Wells Fargo if I had not done so already and reference Report Number ( XXXX ). ( Please see Exhibit XXXX  ) On XX/XX/XXXX despite already opening the claim upon my initial findings I received an acknowledgment letter referencing a claim number ( XXXX ), denying my claim without even having an opportunity to have law enforcement start their investigation. ( Please see Exhibit B ). With very little to back my position I started to reach out to both my local branch for assistance and Law Enforcement. Upon receiving additional information and findings from law enforcement, I was instructed to file for assistance with the Consumer Financial Bureau. On XX/XX/XXXX I opened case ( XXXX ) outlining my concerns around Well Fargo and opening a claim and closing a claim without ever requesting an initial affidavit of forgery or even a law enforcement report to see what exactly transpired and what if anything caused a delay in reporting the forged checks. ( Please see Exhibit XXXX  ) The following day a letter wa drafted and sent via US Mail dated XX/XX/XXXX outlining Wells Fargo was in receipt of my complaint and request for assistance and that they will respond within XXXX business days and it was signed or generated by a XXXX XXXX XXXX of Wells Fargos Escalation Representative in the XXXX XXXX XXXX XXXX. For the record the first letter was in reference to Wells Fargo case XXXX, The following day another letter was generated dated XX/XX/XXXX outlining the same thing as above just referencing a second Wells Fargo case number : XXXX. ( Please see Exhibit XXXX  ) -For a review of both letters. \n\nWith all the back and forth between law enforcement the bank branch and numerous callins, all resulting in different responses. On XX/XX/XXXX. I received an additional letter for the third check which was briefly outlined in the initial law enforcement report denying my claim on Check number ( XXXX ) in the amount of ( {$600.00} ) based on provisions of the handbook and my failure to review my statements despite being some XXXX miles away with XXXX no none internet except when I would go into town once every XXXX weeks. ( Please see Exhibit XXXX ) Frustrated and concerned, as the monies stolen were for my son 's upcoming tuition to grad school my frustration mounted when on XX/XX/XXXX I received another letter from XXXX XXXX who previously notified me that they were reviewing my claim. According to their detailed outline of my claim she first addresses my initial claim on XX/XX/XXXX and again on check XXXX on XX/XX/XXXX. According to her position other than filling the report she or anyone in the claims department never asked for an affidavit or requested a law enforcement report but rather denied a claim 4 days after initiating its opening. Based on XXXX XXXX they were defending the position of the claims department based on my lack of review within ( XXXX ) days of issuance of my bank statement outlining the theft. Once again Wells Fargo denied my claim prior to reviewing any supporting facts or documents. ( Please see Exhibit XXXX  ) After hours and hours of working and providing information to law enforcement once I received the last letter in question I immediately made an appointment with my Wells Fargo Branch for Saturday XX/XX/XXXX. ( Please see Exhibit XXXX  ) Upon our arrival we met with XXXX XXXX our local Relationship Manager to go over everything up to this point including but not limited to how Wells Fargo was denying my claim due to not having any information other than the time frames I provided in opening the claim. Furthermore, I outlined that during the duration of that time I was living abroad serving the community of XXXX as a traveling nurse. Based on our conversation XXXX XXXX made several notes in the system and reopened another claim referencing Wells Fargo Case Number : XXXX for account ending in ( XXXX ). Subsequently, Friday XX/XX/XXXX I received an email from XXXX XXXX located in the XXXX XXXX XXXX XXXX and acting on the capacity of Escalations Representative notifying me that he was handling my additional request for a review and he hoped to respond by XX/XX/XXXX but no later than XX/XX/XXXX. ( Please see Exhibit XXXX  ) XXXX, after almost a month-long investigation on XX/XX/XXXX at XXXX pm I received via email a supplemental follow-up report in regards to law enforcement ( s ) investigation and findings as it relates to Report Number ( XXXX ). Upon reading the new findings in this supplemental Law enforcement report it has been determined by producing travel records that I was out of the country from XX/XX/XXXX to XX/XX/XXXX as an acting XXXX XXXX. In fact law enforcement included a copy of my license for verification purposes. In addition, law enforcement clearly outlined that Wells Fargo Bank the purported paying bank cashed three separate checks all with three different signatures. Additionally, law enforcement clearly outlines its change of focus from the forged signatures to the endorsements and lack of signatures as required by Federal Regulation CC.Based on law enforcement preliminary investigations, the XXXX XXXX and XXXX XXXX XXXX outlined their concerns surrounding forged endorsements and forged signatures. For points of reference law enforcement included copies of my XXXXXXXX XXXX, Check number ( XXXX ) in the amount of ( {$600.00} ) written on XX/XX/XXXX and posting XX/XX/XXXX showing my forged signature, check number ( XXXX ) in the amount of ( {$12000.00} ) showing a date of issuance on XX/XX/XXXX and a date of posting of XX/XX/XXXX. Lastly check number ( XXXX ) in the amount of ( {$11000.00} ) which was written on XX/XX/XXXX and posted on XX/XX/XXXX. As with the additional XXXX entries, all three checks were compared to the signature card on file and they were determined to be forged by means of the XXXX. Additionally they outlined the additional items if any were not being reported. This new file clearly shows the initial findings and verification of the theft. On XX/XX/XXXX this case was marked Opened. ( Please see Exhibit XXXX  ) After now producing XXXX separate law enforcement reports XXXX being the original and now a supplemental outlining the forgery of my signature which was compared to the signature had on file at Wells Fargo on XX/XX/XXXX, I received a final decline sent via email from a XXXX XXXX once again out of the XXXX XXXX XXXX XXXX under the role of Escalations Representative. ( Please see Exhibit XXXX  ) Despite being declined XXXX offered the most assistance and even went so far as to outline they had not received any additional law enforcement reports or supporting documents since obtaining the initial Law enforcement report outlining briefly the incident in question. I outlined to XXXX that there was an additional XXXX report which I just received outlining XXXX XXXX findings and position as it relates to being stateside and able to review my bank statements and report in a timely manner. Additionally, I told XXXX that I was informed they had just issued a subpoena on the bank and are requesting several documents outlining the forgery and now fraudulent endorsements violating XXXX XXXX XXXX. Based on all the new supporting documentation and after spending almost an hour reviewing everything XXXX XXXX instructed me to open a new claim citing endorsement forgery along with signature forgery and outline neither the initial claims department officer who opened the claim or any other support team member has had all the documentation available to approve and properly investigate the claim in question. On Thursday XX/XX/XXXX, I reopened the initial claim citing exactly what has been uncovered, and I was given Case number ( XXXX ) for reference into the new claim with supporting documents. In addition I was given the email address of ( XXXX ) and a fax number of ( XXXX ) XXXX and ( XXXX ) XXXX with a future direct call in number of ( XXXX ) to follow up and provide any and all supporting documents which were never opened or reviewed by any claims representative prior to the initial denials. \n\nOn Tuesday XX/XX/XXXX the same day as I spoke to XXXX XXXX in your XXXX XXXX XXXX XXXX I was contacted by the XXXX XXXX XXXX XXXX who indicated they were successful in obtaining a subpoena onto XXXX XXXX  and in the review of all relevant documentation they had found additional information showing the fraudulent behavior started at the XXXX XXXX  XXXX and trailed to where we are now. In addition to our new information which I will break-down and supply for your review it was duly noted that the original charge was Forgery/Theft but now has been escalated to XXXX and aggravated identity theft which according to the most recent law enforcement report ( XXXX ) dated XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX and XXXX. ( Please see Exhibit XXXX  ) With the assistance of law enforcement and my attorneys XXXX XXXX XXXX and Attorney XXXX XXXX, on or around XX/XX/XXXX with a court order they were able to acquire the banking information of the depositor who has been identified as their person of interest. Pursuant the first step in this inquiry the Declaration of XXXX of Records was served upon XXXX XXXX XXXX of XXXX XXXX. ( Please see Exhibit XXXX  ) In addition to the records on or around XX/XX/XXXX Law Enforcement was in receipt of the following documents for review : ( Please see Exhibit XXXX  ) Copy of Depositors Signature Card with account ( XXXX ) Copies from XXXX XXXX  XXXX XXXX ) Only of Check ( XXXX ) ( XXXX, and XXXX ) XXXX Page of various check ( XXXX ) showing signature and address or record XXXX XXXX  Statement XXXX XXXX XXXX, XXXX showing check ( XXXX ) ( XXXX ) Deposited Making up XXXX out of XXXX deposits for the month. \nIn a review of the records there was XXXX additional check that was returned due to improper endorsements. If this check would not have been returned it would have made an additional fraudulent check payable. Due to never being paid I never saw the check in question. \nBack copies of check ( XXXX ) ( XXXX, XXXX, and XXXX ) All Improperly endorsed missing signature on check ( XXXX ) XXXX, and signature on XXXX forged payee signature. \nXXXX CHECK XXXX SIGNATURE DOES NOT MATCH ANY PAST CHECKS XXXX XXXX XXXX OR HER SIGNATURE CARD. CURRENT VIOLATION OF FEDERAL REGULATION CC IN ADDITION TO SEVERAL UCC VIOLATIONS. \n\nCopy of the Wells Fargo Deposit Account Agreement : Section Under Your Responsibility to review account statements and notices and notify us of errors : -Please Note : I was out of the country from XX/XX/XXXX returned XX/XX/XXXX. Please refer to the XXXX XXXX XXXX report dated XX/XX/XXXX. \nFrom XX/XX/XXXX to XX/XX/XXXX received and reviewed bank statements ( XXXX ) -Month. Notified on XX/XX/XXXX of the checks and requested front and back of check ( XXXX ). In addition and according to section ( XXXX ) I notified you within 6 months after you made my account statements available to me that the endorsement ( XXXX ) in the back of the check ( XXXX ) were either missing or forged. \nLaw Enforcement verified this with their most recent report dated XX/XX/XXXX. \n\nCopy of XXXX Bank XXXX Account XXXX : In a review of this agreement located on page XXXX it discusses proper endorsements on Deposit Agreements. Law Enforcement verified on XX/XX/XXXX that the XXXX signature attached did not match the signature card on file. In addition the other XXXX deposits did not have endorsements making the deposit void and in violation of Federal Regulation CC, Copy of Both Wells Fargo Account number ( XXXX ) statements XX/XX/XXXX and XX/XX/XXXX to review improperly and forged endorsement checks and forged signatures, Please note XXXX XXXX  Statements are included and listed above. \n\n\nCONCLUSION : This request is pertaining to my original notification to Wells Fargo of the processing of XXXX check ( XXXX ) written, negotiated, and paid on without my consent out of now Closed Account ( XXXX ). \n\nAs stated numerous times on or around XX/XX/XXXX while getting ready for taxes I was notified by my accountant, that there were several checks based on the itemized bank statements with no copies of the checks negotiated to compare to that did not line up with my running monthly ledger. Upon receiving this information I reached out to the Bank and requested Copies of the Check ( XXXX ) in question which on the record were for check ( XXXX ) ( XXXX, XXXX, and XXXX ). Based on the information provided I called Wells Fargo and outlined briefly our findings and I opened ( Claim XXXX ) on XX/XX/XXXX. On XX/XX/XXXX without requesting any supporting documents such as an affidavit of forgery, explanation of findings, or a law enforcement report outlining the claim it was denied based on the outlined provisions of my XXXX XXXX XXXX. \n\nUpon receiving copies of Bank Statements, Checks, and having ample time to review all transactions I was instructed by my local branch prior to receiving this appalling declination without any supporting facts to file a police report. On XX/XX/XXXX after reporting the initial incident on XX/XX/XXXX I was notified via email my initial police report was ready. Upon picking up that report ( XXXX ) it gives a general narrative of the theft/forgery in question and includes copies of the check ( XXXX ) for review. \n\nOn XX/XX/XXXX I contacted first my local branch then the claims department to notify them that I had identified another forged check and based on the declination of claim I was not sure if it was included in the initial report. I was issued a claim number ( XXXX ). With the initial claim being denied I thought that someone in the claims department would reach out and request any supporting documentation or law enforcement report in an effort to outline the losses. However, on XX/XX/XXXX I received another letter denying all claims stating I violated my right to recovery or dispute under my XXXX XXXX. \n\nBecoming completely frustrated that Wells Fargo was denying my claim based in whole off their Depository Agreement which is based off of XXXX XXXX I was instructed by the branch to open a complaint with either the CFPB or XXXX which would trigger a review of the claim in general and I would be able to supply all supporting documentation. \n\nUpon opening up our original claim on or around XX/XX/XXXX I received a declination again from Wells Fargo citing the XXXX. However, in this instance I was able to discuss the matter more in-depth in which I was informed that neither the claims or their office had any supporting documentation or law enforcement reports to justify any additional assistance. However, if I was given additional information for me to make an appointment with my local branch and see if they could assist in getting this matter resolved. \n\nOn XX/XX/XXXX my husband and I had an appointment at my local branch to further discuss and outline my concerns surrounding what we currently knew was forgery and theft. Upon our review with the XXXX XXXX XXXX he was able to have the back office reopen the cases and he faxed over the reports and information I was given up until XX/XX/XXXX. \n\nMoving onto XX/XX/XXXX, I received an updated supplemental report from the XXXX XXXX  XXXX  XXXX XXXX XXXX Department. In their new findings due to actually investigating the matter, they confirmed I was out of the country from XX/XX/XXXX to Friday XX/XX/XXXX on a XXXX month contract as a traveling nurse. In addition law enforcement notified me that on top of my signatures being forged that all three checks were improperly endorsed and should have never been accepted or paid. Based on these additional findings I was instructed to close the account ending in ( XXXX ). With copies of new additional information I emailed the new information to my local branch but never received confirmation of receipt. \n\nOn XX/XX/XXXX I received an email from XXXX XXXX who outlined his current handling of the matter and requested more time to review and complete his research. XXXX days later I received a second email from XXXX XXXX dated XX/XX/XXXX notifying and reiterating the denial of our claim. Frustrated, my husband and I called and spoke in-depth with XXXX XXXX XXXX outlined everything from not being properly investigated to not working with law enforcement. It was during this conversation he notified me that he did not have or see anything except from the original filling. He had no law enforcement reports, no supplemental reports, and no supporting documentation that I was even our of the country during the duration of time. He indicated to me he wanted to look into something and if anything additional arouse to contact his office. \n\nOn XX/XX/XXXX after speaking to XXXX I received a call from XXXX XXXX outlining they had a Subpoena and that they were reviewing everything in depth and a secondary supplemental report would be issued in the coming days. Based on this information I called back and informed XXXX XXXX of our discussion. Based on the information I was instructed to call into Wells Fargo and open an additional follow-up claim outlining endorsement fraud along with forgery and identity theft. In addition, I was told to tell the claims department that there is substantial supporting documentation and that I was requesting an opportunity to send those documents for review prior to any decision. On XX/XX/XXXX I called in and outlined the issues at hand and opened a follow-up claim. I was issued a claim number ( XXXX ) and given a direct call in number ( XXXX ) to check the status. \n\nAs the investigation continued and had multiple discussions with our branch, Wells Fargo 's XXXX XXXX XXXX XXXX, and the XXXX I received notice that on XX/XX/XXXX at XXXX an updated Supplemental Report ( XXXX ) was available for review. According to the new report Law Enforcement verified that I was in XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX and no mail or branch was remotely close during my XXXX month contract as a traveling nurse. Secondly the report verified the receipt of a subpoena and the review of the check ( XXXX ) in question. In all instances XXXX out of the XXXX checks were missing signatures making them forgeries and the third check contained a forged depository signature of XXXX which was compared to her signature card. Based on these findings XXXX Bank committed a violation of XXXX XXXX XXXX and deposited the XXXX check ( XXXX ) which have been verified as known forgeries. Moreover they classified the endorsements as Restrictive Endorsements but missing signatures as required. In addition they validated my signatures as all being different and verified as forgeries. Lastly, XXXX XXXX provided copies of checks front and back, bank statements verifying the accounts being deposited into and signature cards. At this present time the time waiver associated in my depository handbook does not hold ground for declination. In addition under XXXX the grounds are 1 year from the time of discovery. Based on all the supporting documents I Am requesting my money to be returned so my son has his tuition money. Despite the case still on-going the amount of monies taken and lack of endorsement from the accepting bank should have set off bells and whistles from Wells Fargo XXXXo protect the consumers money at all costs.","date_sent_to_company":"2024-06-28T23:24:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"928XX","tags":null,"has_narrative":true,"complaint_id":"9379239","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-06-28T22:57:18.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["With all the back and forth between law enforcement the bank <em>branch</em> and <em>numerous</em> callins, all resulting in different responses. On XX/XX/XXXX."]},"sort":[7.9547515,"9379239"]},{"_index":"complaint-public-v1","_id":"9404379","_score":7.708941,"_source":{"product":"Checking or savings account","complaint_what_happened":"SUMMARY OF SUPPORTING CLAIM Tuesday XX/XX/XXXX This original claim started upon a call I received from my accountant on or around XX/XX/XXXX regarding missing money and check numbers that did not match my check ledger for account number ( XXXX ). For the record, and what was later identified and verified by law enforcement in my second supplemental report, I was out of the country from XX/XX/XXXX through XX/XX/XXXX working in XXXX, XXXX as a traveling nurse. Upon my arrival back I was immediately notified via phone call on or around XX/XX/XXXX of potential theft of money. Upon hearing this information I immediately requested copies of the checks in question and reviewed my itemized statements which were mailed to my address of record. Moving forward, and not recognizing any of the line item checks included in the statements I requested as listed above copies of check number ( XXXX ) ( XXXX, XXXX, and XXXX ). Upon the review of the check ( XXXX ) on or around XX/XX/XXXX I reported the theft and forgery to the XXXX Police Department. Due to the lack of initial information the report obtained was very basic and simply outlined the time of incident and check numbers in question. Additionally, in a simple comparison by the XXXX XXXX XXXX I was issued a formal initial report with the date of XX/XX/XXXX at the XXXX pm with a start date of the criminal activity to be from XX/XX/XXXX at XXXX and an end date of our discovery of XX/XX/XXXX at XXXX. In addition, I was instructed to open a forgery case with Wells Fargo if I had not done so already and reference Report XXXX ( XXXX ). ( Please see Exhibit A ) On XX/XX/XXXX despite already opening the claim upon my initial findings I received an acknowledgment letter referencing a claim number ( XXXX ), denying my claim without even having an opportunity to have law enforcement start their investigation. ( Please see Exhibit B ). With very little to back my position I started to reach out to both my local branch for assistance and XXXX XXXX. Upon receiving additional information and findings from law enforcement, I was instructed to file for assistance with the XXXX XXXX XXXX. On XX/XX/XXXX I opened case ( XXXX ) outlining my concerns around Well Fargo and opening a claim and closing a claim without ever requesting an initial affidavit of forgery or even a law enforcement report to see what exactly transpired and what if anything caused a delay in reporting the forged checks. ( Please see Exhibit C ) The following day a letter wa drafted and sent via XXXX Mail dated XX/XX/XXXX outlining Wells Fargo was in receipt of my complaint and request for assistance and that they will respond within 10 business days and it was signed or generated by a XXXX XXXX XXXX of XXXX XXXX XXXX Representative in the XXXX XXXX XXXX XXXX. For the record the first letter was in reference to Wells Fargo case XXXX, The following day another letter was generated dated XX/XX/XXXX outlining the same thing as above just referencing a second Wells Fargo case number : XXXX. ( Please see Exhibit D ) -For a review of both letters. With all the back and forth between law enforcement the bank branch and numerous callins, all resulting in different responses. On XX/XX/XXXX. I received an additional letter for the third check which was briefly outlined in the initial law enforcement report denying my claim on Check number ( XXXX ) in the amount of ( {$600.00} ) based on provisions of the handbook and my failure to review my statements despite being some XXXX miles away with XXXX no none internet except when I would go into town once every XXXX weeks. ( Please see Exhibit XXXX ) Frustrated and concerned, as the monies stolen were for my son 's upcoming tuition to grad school my frustration mounted when on XX/XX/XXXX I received another letter from XXXX XXXX who previously notified me that they were reviewing my claim. According to their detailed outline of my claim she first addresses my initial claim on XX/XX/XXXX and again on check three on XX/XX/XXXX. According to her position other than filling the report she or anyone in the claims department never asked for an affidavit or requested a law enforcement report but rather denied a claim 4 days after initiating its opening. Based on XXXX XXXX they were defending the position of the claims department based on my lack of review within ( XXXX ) days of issuance of my bank statement outlining the theft. Once again Wells Fargo denied my claim prior to reviewing any supporting facts or documents. ( Please see Exhibit F ) After hours and hours of working and providing information to law enforcement once I received the last letter in question I immediately made an appointment with my Wells Fargo XXXX for Saturday XX/XX/XXXX. ( Please see Exhibit G ) Upon our arrival we met with XXXX XXXX our local Relationship Manager to go over everything up to this point including but not limited to how Wells Fargo was denying my claim due to not having any information other than the time frames I provided in opening the claim. Furthermore, I outlined that during the duration of that time I was living abroad serving the community of XXXX as a traveling nurse. Based on our conversation XXXX XXXX made several notes in the system and reopened another claim referencing Wells Fargo Case Number : XXXX for account ending in ( XXXX ). Subsequently, Friday XX/XX/XXXX I received an email from XXXX XXXX located in the XXXX XXXX Management Office and acting on the capacity of Escalations Representative notifying me that he was handling my additional request for a review and he hoped to respond by XX/XX/XXXX but no later than XX/XX/XXXX. ( Please see Exhibit H ) Subsequently, after almost a month-long investigation on XX/XX/XXXX at XXXX pm I received via email a supplemental follow-up report in regards to law enforcement ( XXXX ) investigation and findings as it relates to Report XXXX ( XXXX ). Upon reading the new findings in this supplemental XXXX enforcement report it has been determined by producing travel records that I was out of the country from XX/XX/XXXX to XX/XX/XXXX as an acting traveling nurse. In fact law enforcement included a copy of my license for verification purposes. In addition, law enforcement clearly outlined that Wells Fargo Bank the purported paying bank cashed three separate checks all with three different signatures. Additionally, law enforcement clearly outlines its change of focus from the forged signatures to the endorsements and lack of signatures as required by Federal Regulation CC.Based on law enforcement preliminary investigations, the XXXX Police and XXXX XXXX XXXX outlined their concerns surrounding forged endorsements and forged signatures. For points of reference law enforcement included copies of my XXXX License, Check number ( XXXX ) in the amount of ( {$600.00} ) written on XX/XX/XXXX and posting XX/XX/XXXX showing my forged signature, check number ( XXXX ) in the amount of ( {$12000.00} ) showing a date of issuance on XX/XX/XXXX and a date of posting of XX/XX/XXXX. Lastly check number ( XXXX ) in the amount of ( {$11000.00} ) which was written on XX/XX/XXXX and posted on XX/XX/XXXX. As with the additional XXXX entries, all three checks were compared to the signature card on file and they were determined to be forged by means of the Signature. Additionally they outlined the additional items if any were not being reported. This new file clearly shows the initial findings and verification of the theft. On XX/XX/XXXX this case was marked Opened. ( Please see Exhibit I ) After now producing two separate law enforcement reports one being the original and now a supplemental outlining the forgery of my signature which was compared to the signature had on file at Wells Fargo on XX/XX/XXXX, I received a final decline sent via email from a XXXX XXXX once again out of the XXXX XXXX XXXX XXXX under the role of Escalations Representative. ( Please see Exhibit J ) Despite being declined XXXX offered the most assistance and even went so far as to outline they had not received any additional law enforcement reports or supporting documents since obtaining the initial Law enforcement report outlining briefly the incident in question. I outlined to XXXX that there was an additional XXXX report which I just received outlining XXXX XXXX findings and position as it relates to being stateside and able to review my bank statements and report in a timely manner. Additionally, I told XXXX that I was informed they had just issued a subpoena on the bank and are requesting several documents outlining the forgery and now fraudulent endorsements violating Federal Regulations CC. Based on all the new supporting documentation and after spending almost an hour reviewing everything XXXX XXXX instructed me to open a new claim citing endorsement forgery along with signature forgery and outline neither the initial claims department officer who opened the claim or any other support team member has had all the documentation available to approve and properly investigate the claim in question. On Thursday XX/XX/XXXX, I reopened the initial claim citing exactly what has been uncovered, and I was given Case number ( XXXX ) for reference into the new claim with supporting documents. In addition I was given the email address of ( XXXX ) and a fax number of ( XXXX ) XXXX and ( XXXX ) XXXX with a future direct call in number of ( XXXX ) to follow up and provide any and all supporting documents which were never opened or reviewed by any claims representative prior to the initial denials. On Tuesday XX/XX/XXXX the same day as I spoke to XXXX XXXX in your XXXX XXXX XXXX XXXX I was contacted by the XXXX XXXX XXXX XXXX who indicated they were successful in obtaining a subpoena onto XXXXXXXX XXXX and in the review of all relevant documentation they had found additional information showing the fraudulent behavior started at the XXXXXXXX XXXX XXXX and trailed to where we are now. In addition to our new information which I will break-down and supply for your review it was duly noted that the original charge was Forgery/Theft but now has been escalated to Forgery and aggravated identity theft which according to the most recent law enforcement report ( XXXX ) dated XX/XX/XXXX at XXXXXXXX XXXX is Ca XXXX XXXX XXXX and XXXX. ( Please see Exhibit K ) With the assistance of law enforcement and my attorneys XXXX XXXX XXXX and Attorney XXXX XXXX, on or around XX/XX/XXXX with a court order they were able to acquire the banking information of the depositor who has been identified as their person of interest. Pursuant the first step in this inquiry the Declaration of Custodian of Records was served upon XXXX XXXX XXXX of XXXX Bank. ( Please see Exhibit L ) In addition to the records on or around XX/XX/XXXX Law Enforcement was in receipt of the following documents for review : ( Please see Exhibit M ) Copy of Depositors Signature Card with account ( XXXX ) Copies from XXXXXXXX XXXX XXXX XXXX ) Only of Check ( XXXX ) ( XXXX, and XXXX ) XXXX Page of various check ( XXXX ) showing signature and address or record XXXXXXXX XXXX Statement XXXX XXXX XXXX, XXXX showing check ( XXXX ) ( XXXX ) Deposited Making up XXXX out of XXXX deposits for the month. In a review of the records there was XXXX additional check that was returned due to improper endorsements. If this check would not have been returned it would have made an additional fraudulent check payable. Due to never being paid I never saw the check in question. Back copies of check ( XXXX ) ( XXXX, XXXX, and XXXX ) All Improperly endorsed missing signature on check ( XXXX ) XXXX, and signature on XXXX forged payee signature. XXXX CHECK XXXX SIGNATURE DOES NOT MATCH ANY PAST CHECKS XXXX XXXX XXXX OR HER SIGNATURE CARD. CURRENT VIOLATION OF FEDERAL REGULATION CC IN ADDITION TO SEVERAL UCC VIOLATIONS. Copy of the Wells Fargo Deposit Account Agreement : Section Under Your Responsibility to review account statements and notices and notify us of errors : -Please Note : I was out of the country from XX/XX/XXXX returned XX/XX/XXXX. Please refer to the XXXX XXXX XXXX report dated XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX received and reviewed bank statements ( XXXX ) -Month. Notified on XX/XX/XXXX of the checks and requested front and back of check ( XXXX ). In addition and according to section ( XXXX ) I notified you within 6 months after you made my account statements available to me that the endorsement ( XXXX ) in the back of the check ( XXXX ) were either missing or forged. XXXX XXXX verified this with their most recent report dated XX/XX/XXXX. Copy of XXXXXXXX XXXX XXXXXXXX Account XXXX : In a review of this agreement located on page XXXX it discusses proper endorsements on Deposit Agreements. XXXX XXXX verified on XX/XX/XXXX that the XXXX signature attached did not match the signature card on file. In addition the other XXXX deposits did not have endorsements making the deposit void and in violation of Federal Regulation CC, Copy of Both Wells Fargo Account number ( XXXX ) statements XX/XX/XXXX and XX/XX/XXXX to review improperly and forged endorsement checks and forged signatures, Please note XXXX Bank Statements are included and listed above. CONCLUSION : This request is pertaining to my original notification to Wells Fargo of the processing of XXXX check ( XXXX ) written, negotiated, and paid on without my consent out of now Closed Account ( XXXX ). As stated numerous times on or around XX/XX/XXXX while getting ready for taxes I was notified by my accountant, that there were several checks based on the itemized bank statements with no copies of the checks negotiated to compare to that did not line up with my running monthly ledger. Upon receiving this information I reached out to the Bank and requested Copies of the Check ( XXXX ) in question which on the record were for check ( XXXX ) ( XXXX, XXXX, and XXXX ). Based on the information provided I called Wells Fargo and outlined briefly our findings and I opened ( Claim XXXX ) on XX/XX/XXXX. On XX/XX/XXXX without requesting any supporting documents such as an affidavit of forgery, explanation of findings, or a law enforcement report outlining the claim it was denied based on the outlined provisions of my XXXX XXXX XXXX. Upon receiving copies of Bank Statements, Checks, and having ample time to review all transactions I was instructed by my local branch prior to receiving this appalling declination without any supporting facts to file a police report. On XX/XX/XXXX after reporting the initial incident on XX/XX/XXXX I was notified via email my initial police report was ready. Upon picking up that report ( XXXX ) it gives a general narrative of the theft/forgery in question and includes copies of the check ( XXXX ) for review. On XX/XX/XXXX I contacted first my local branch then the claims department to notify them that I had identified another forged check and based on the declination of claim I was not sure if it was included in the initial report. I was issued a claim number ( XXXX ). With the initial claim being denied I thought that someone in the claims department would reach out and request any supporting documentation or law enforcement report in an effort to outline the losses. However, on XX/XX/XXXX I received another letter denying all claims stating I violated my right to recovery or dispute under my XXXX XXXX. Becoming completely frustrated that Wells Fargo was denying my claim based in whole off their Depository Agreement which is based off of XXXX XXXX I was instructed by the branch to open a complaint with either the CFPB or XXXX which would trigger a review of the claim in general and I would be able to supply all supporting documentation. Upon opening up our original claim on or around XX/XX/XXXX I received a declination again from Wells Fargo citing the XXXX. However, in this instance I was able to discuss the matter more in-depth in which I was informed that neither the claims or their office had any supporting documentation or law enforcement reports to justify any additional assistance. However, if I was given additional information for me to make an appointment with my local branch and see if they could assist in getting this matter resolved. On XX/XX/XXXX my husband and I had an appointment at my local branch to further discuss and outline my concerns surrounding what we currently knew was forgery and theft. Upon our review with the XXXX XXXX XXXX he was able to have the back office reopen the cases and he faxed over the reports and information I was given up until XX/XX/XXXX. Moving onto XX/XX/XXXX, I received an updated supplemental report from the XXXX Police Department 's Financial Crimes Department. In their new findings due to actually investigating the matter, they confirmed I was out of the country from XX/XX/XXXX to Friday XX/XX/XXXX on a XXXX month contract as a traveling nurse. In addition law enforcement notified me that on top of my signatures being forged that all three checks were improperly endorsed and should have never been accepted or paid. Based on these additional findings I was instructed to close the account ending in ( XXXX ). With copies of new additional information I emailed the new information to my local branch but never received confirmation of receipt. On XX/XX/XXXX I received an email from XXXX XXXX who outlined his current handling of the matter and requested more time to review and complete his research. XXXX days later I received a second email from XXXX XXXX dated XX/XX/XXXX notifying and reiterating the denial of our claim. Frustrated, my husband and I called and spoke in-depth with XXXX XXXX XXXX outlined everything from not being properly investigated to not working with law enforcement. It was during this conversation he notified me that he did not have or see anything except from the original filling. He had no law enforcement reports, no supplemental reports, and no supporting documentation that I was even our of the country during the duration of time. He indicated to me he wanted to look into something and if anything additional arouse to contact his office. On XX/XX/XXXX after speaking to XXXX I received a call from XXXX XXXX outlining they had a Subpoena and that they were reviewing everything in depth and a secondary supplemental report would be issued in the coming days. Based on this information I called back and informed XXXX XXXX of our discussion. Based on the information I was instructed to call into Wells Fargo and open an additional follow-up claim outlining endorsement fraud along with forgery and identity theft. In addition, I was told to tell the claims department that there is substantial supporting documentation and that I was requesting an opportunity to send those documents for review prior to any decision. On XX/XX/XXXX I called in and outlined the issues at hand and opened a follow-up claim. I was issued a claim number ( XXXX ) and given a direct call in number ( XXXX ) to check the status. As the investigation continued and had multiple discussions with our branch, Wells Fargo XXXX XXXX XXXX XXXX XXXX, and the XXXX I received notice that on XX/XX/XXXX at XXXX an updated Supplemental Report ( XXXX ) was available for review. According to the new report Law Enforcement verified that I was in XXXX XXXX from XX/XX/XXXX through XX/XX/XXXX and no mail or branch was remotely close during my XXXX month contract as a traveling nurse. Secondly the report verified the receipt of a subpoena and the review of the check ( XXXX ) in question. In all instances XXXX out of the XXXX checks were missing signatures making them forgeries and the third check contained a forged depository signature of XXXX which was compared to her signature card. Based on these findings XXXX Bank committed a violation of XXXX XXXX XXXX and deposited the three check ( s ) which have been verified as known forgeries. Moreover they classified the endorsements as Restrictive Endorsements but missing signatures as required. In addition they validated my signatures as all being different and verified as forgeries. Lastly, Law Enforcement provided copies of checks front and back, bank statements verifying the accounts being deposited into and signature cards. At this present time the time waiver associated in my depository handbook does not hold ground for declination. In addition under UCC-407 the grounds are 1 year from the time of discovery. Based on all the supporting documents I Am requesting my money to be returned so my son has his tuition money. Despite the case still on-going the amount of monies taken and lack of endorsement from the accepting bank should have set off bells and whistles from Wells Fargo to protect the consumers money at all costs.","date_sent_to_company":"2024-07-02T19:38:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"928XX","tags":null,"has_narrative":true,"complaint_id":"9404379","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-07-02T19:32:28.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["With all the back and forth between law enforcement the bank <em>branch</em> and <em>numerous</em> callins, all resulting in different responses. On XX/XX/XXXX."]},"sort":[7.708941,"9404379"]},{"_index":"complaint-public-v1","_id":"4294796","_score":6.6179366,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"My husband & I purchased a vehicle XXXX of XXXX. XXXX XXXX XXXX  XXXX. We were solicited on Sunday through XXXX by a CEU of XXXX XXXX XXXX XXXX. We met the CEU at XXXX  XXXX XXXX in XXXX, Ut. The XXXX told my husband & I that he had many repos he needed to get rid of. That he kept them at XXXX XXXX. He told us that we could choose whichever vehicle we wanted with a {$500.00} down payment. The vehicle we looked at was the dodge journey that we purchased. We were told it was XXXX, had back up camera, navigation, towing kit. That it was the top model. The XXXX had our loan done in 30 minutes including the test drive. He had told us that it was a 5/6 year loan at 9 % intrest rate & that we were buying it for {$15000.00}. He told us multiple times he was \" losing money on this deal ''. When we were signing the paperwork he made me purchase gap insurance even though the gap insurance part of the contract had a warning sentence saying we did not have to have gap insurance to purchase the vehicle. The total did not add up to me as it was {$17000.00} on paper. We had given him {$500.00}. So the car should have been {$14000.00}. When the papers were finished he gave the manager/owner of the XXXX  XXXX XXXX an {$18000.00} check. I was confused at the amount & for giving the dealership the check when he was the XXXX of the bank. The loan was through him not the dealership. I asked what it was for and the amount. He said it was the total with interest over the amount of the loan. ( I never taking a car loan out before without a parent had no clue that wasn't true ) He also said it was including license registration and fees. He also mentioned that he just had the dealer do all the paperwork so we didn't have to register it. It happened extremely fast. A few days later noticed the amount & interest rate was wrong & went to the bank to get it resolved. They assured me everything on their computer and the filed paperwork was correct. I made. $ XXXX {$400.00} payments, but they were wrongly recorded. A few months later. My husband made a payment for the car for {$350.00} & we were told it was {$22.00} short. Our car payment was originally {$230.00}. We looked at the loan & our loan was up to {$20000.00}. We previously only owed XXXX from the payments we had made. The bank gave us the run around. We got the loan back XXXX to XXXX & then it went back up to {$20000.00}. We didn't understand what was going on. The bank kept giving us the run around. Some payments were never added to my account. The XXXX that sold us the vehicle had quit by this time. ( He is the one under investigation with the FBI ) I Later found out that he had his dealers license. XXXX XXXX XXXX XXXX was audited for a year a least. The IRS was there daily. The XXXX XXXX XXXX XXXX was closed down by the government & all accounts merged to America First Credit Union. There was also an open investigation done by Utah XXXX XXXX XXXX XXXX. I was contacted by the XXXX from XXXX that was overseeing the case with my vehicle. The FBI took the information from the XXXX & is now going forward with their bank investigation. I can not get any information from anyone regarding my vehicle. I've called the XXXX from the XXXX & the FBI. \nNow that America First Credit Union has the loan they are doing nothing to ensure the issue is corrected. The loan they have is for a completely different vehicle then what we actually had/ financed. The loan is standing again at {$16000.00}. As soon as America First Credit Union had the loan I reached out trying to figure out what was going on with the investigation. I had recieved no help until called in to get my balance & an employee in the collection Division listened to what happened with the vehicle & vehicle loan. She went up with her supervisor & her supervisor said they were going to do nothing. I spoke with the Supervisor who told me that the car was refinanced in the month of XXXX ( I am unknown of the year ) & I had signed other documents. I only signed the contract when the vehicle was purchased. I never refinanced the vehicle or signed additional documents except for one. The XXXX had told me that I forgot to sign something & if didn't sign it he would take back the vehicle. I don't know what the document was. It was a year after the vehicle had been purchased. I mentioned to the supervisor that I never refinanced the vehicle. It was forged if it was there. She told me it looked like my signature & that if I didn't like the payments she'd come get the vehicle. The phone call ended badly. I called back to speak with other people trying to get the issue resolved. I called the local CFPB of Utah & was told that the bank had assumed the loan so they assumed all responsibility & needed to correct the issues. America First Credit Union did not do anything. They repossessed the vehicle & took. {$1100.00} from my economic stimulus payment for the car. That amount was taken from my checking & moved to the car loan. Only the EIP funds were deposited into the account. I went into a branch & spoke with a manager who contacted collections while I was in the office & they had told me everything would me taken care of & looked into. I was also told by the manager that it might be an option for them to sell the vehicle & then work with the FBI to recover the remaining balance so I wouldn't have to owe anything. I now received a bill for {$17000.00} for a vehicle that I do not possess & have paid at the very least {$15000.00} for. I've calculated {$18000.00}. Had the loan been done legally, ethically & correct we would have never taken out the loan we were solicited on a Sunday. That alone is not legal. If the loan held up then we at least would have the title. The book value for our vehicle was XXXX clean retail. Our vehicle was sold with engine repair needed & dents with rust from an accident & should have been less. Especially if the XXXX was \" loosing money on this deal ''. I have been very upfront with America First Credit Union about the whole situation. I told them my intentions have always been to pay for the vehicle, but for the corrected amount & the loan needed to be looked into & fixed. I became so extremely frustrated because nothing was getting looked into I told the Credit Union I wasn't going to Make another payment until something was done about this issue. That is was serious & I should not pay double for the XXXX fraud. The woman I spoke with today said there was no mention of what happened with the city center credit union regarding my vehicle & account. Also that the legal team over the bank had no knowledge of the situation. I've reached out numerous times. I've called & emailed trying to get a resolution. Another issue to add to this all is. I have not recieved any information about the repossession on my vehicle. No mailed letter, not even an email. The only reason I knew was because I brought it up to the banker when I went into the office. I have had no opportunity to collect any belongings inside the vehicle. I have had no opportunity to make the payment of past due amount. I have not had a choice of to refinance the loan, take my car back or have them auction off the vehicle. I have had no information regarding the repossession of the vehicle & it has been gone from my home over XXXX weeks. There are a few issues or many with this situation. The car loan, the repo, taking the EIP out of my account. \nHad none of the other issues happened & this was a normal loan the bank has offered no services or help to us. My husband & I have been financially strained due to covid. He has been temporarily laid off until his work gets more business. We would have needed to work out a plan for the car loan during the uncertain time we are in. None of the employees or departments of the Credit union have reached out or given us any options or additional help for car loan. We have no idea what opportunities are available to those struggling with car payments. We would have just been blindsided by a repossession & no following information. \nI apologize this is so extremely long. It's not your average situation & I wanted to include as much as information as possible. There is more I am sure I'm leaving something out. I am uncertain of which type of complaint this would fall under? I do know that 2 different financial institutions & a car dealership are involved with this. So maybe there are multiple complaints. I know the names of all people mentioned & I have the original MVED complaint my husband & I filed. I was trying to leave out names. Email is best. Thank you","date_sent_to_company":"2021-04-15T11:56:11.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"84601","tags":"Servicemember","has_narrative":true,"complaint_id":"4294796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICA FIRST FEDERAL CREDIT UNION","date_received":"2021-04-13T03:18:58.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["I have been <em>very</em> upfront with America First Credit Union about the whole situation. I told them my intentions have always been to pay for the vehicle, but for the corrected amount & the loan needed to be looked into & fixed. I became so extremely <em>frustrated</em> because nothing was getting looked into I told the Credit Union I wasn't going to Make another payment until something was done about this issue. That is was serious & I should not pay double for the XXXX <em>fraud</em>."]},"sort":[6.6179366,"4294796"]},{"_index":"complaint-public-v1","_id":"5718929","_score":3.2870069,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom it may concern : The following is my complaint, as part of an affidavit, against Bank of America for racially discrimination, unfair, deceptive, abusive acts and practices, and breach of fiduciary duty, breach of trust, against me unreasonably, while depriving me of my rights, when the fiduciary agents have led me to believe that they would be working in the best interests of myself and my property and continued to perpetuate that belief in me when in reality more sinister actions were being conducted without my knowledge. Attached is either a zip file containing 118 exhibit files or the maximum allotted files by this website to support the claims made herein ; to support the fact that other consumers are engaging in their rights unobstructed ; to support the fact that both the fiduciary agents and the fiduciary institution have been placed on a lawful fiduciary notice ; to support the fact that I have recorded evidence that I was intentionally lied to, misled, and deprived of my rights as a consumer. \n\nPlease examine the complaint and the attached evidence, and if you are not the correct agency that I need to file my complaint with, I implore you to forward this complaint and the accompanying exhibits to the correct agency and provide documentation that, either you are the correct agency and you will be looking into the matter or that you are not the correct agency and that you have forwarded the complaint to the correct agency on my behalf. \n\nXXXX. That on XX/XX/XXXX, I went into the Bank of America branch located on XXXX XXXX XXXX, XXXX, Texas, XXXX, which is known as the XXXX XXXX XXXX XXXX. Having been greeted by XXXX XXXX, Assistant Vice President, she led me to the office of XXXX XXXX XXXX, Relationship Manager and Business Owner Specialist, because I wanted to open a new deposit account with the bank, despite the banks previous history of XXXX XXXX  against me. I have recorded the two interactions between me and the agents, on this day, in two recordings, because I was forced to leave and return with a current utility bill to open the account even after I had already provided to the agent the two required forms of identification ( where the law only permits two forms of identification not three forms of identification ), where one recording is one hour and seventeen minutes and fifty-nine seconds and the second recording is just fifty-eight minutes and twenty-nine seconds. The horrendous encounter does not entail me giving XXXX XXXX permission to use my private identifying information to run a background check on me in order for the account to be established nor is it specified ( disclosed ) to me that my social security information would be used solely to determine my eligibility in opening an account. What can be heard is me giving XXXX XXXX my permission ( consent ) to use my social security number solely for the purposes of applying for credit. That is the purpose that XXXX XXXX made me believe he was running my social security number for. It is at the end of the transaction, when I was about to live the XXXX XXXX XXXX XXXX and questioned about the credit application, where I discovered that XXXX XXXX had not even submitted a credit application. I only found out on XX/XX/XXXX from an adverse action Declination Letter sent to me by Bank of America and XXXX XXXX, that my credit was ran by XXXX XXXX for the purposes of opening the account. It was never disclosed to me nor did I receive any disclosure notices that my credit would be ran for any other purposes than what I specified. And not only was my credit ran without my permission in a transaction that I didnt receive notification or disclosure on, but based on what was produced in the credit report, I was illegally denied services based on the credit report generated, which still baffles me because I left the XXXX XXXX XXXX XXXX with documentation and evidence that I had an active, existing account and I also received in the mail from Bank of America a debit card for the account prior to my receipt of the letter of adverse action Declination Letter. \na. During the encounters with XXXX XXXX, he was extremely unprofessional and rude with me and genuinely seemed as though he did not even want me to be in his presence. This became even more apparent when I began asking him ( as on his door is posted signage that alludes that he is a loan officer and can make loans as an Mortgage Loan Original ( MLO ) ) about TILA. He didnt even want to answer the questions I asked about TILA and it took me several attempts to even get the answer that I was looking for in regards to TILA from him and he seemed genuinely frustrated with me for even asking questions regarding the topic. I literally had to ask XXXX XXXX why he was getting upset with me and he tried to say that I was being XXXX with him. I honestly cant see how me asking him questions to protect my rights, protesting his abuse of my consumer rights, and being upset at being forced to disclose voluntary information would in any way, shape or form be considered as me being racially disparaging to him. In my first encounter with XXXX XXXX he asked if I was currently employed and I stated yes, because I both currently work part time at XXXX XXXX and have just started a financial company in the hopes of improving my current life. It appears that XXXX XXXX has purposefully lied and placed application and/or my account that I am unemployed, a fact I found out on XX/XX/XXXX from another loan officer in my attempt to apply for a loan. Near the end of the transaction, XXXX XXXX literally left me in his office alone after providing some of the required disclosures ( not all disclosures as is required by law and especially not the Texas Department of Savings and Mortgage Lending disclosures which may or may not govern him as a loan officer ) as he went out and played around on the phone directly outside his office with XXXX XXXX. \n\n13. That on XX/XX/XXXX, XXXX XXXX, Assistant Vice President, Financial Solutions Advisor, and XXXX XXXX, title unknown to me but stated by him to be the same position as XXXX so most likely Assistant Vice President, did receive from me an original signed and endorsed with notary signature copy b of the 1099-A along with the original copy of copy a that too was signed and endorsed with notary signature of 1099-A. These two also received a signed original copy of copy A for the form 1099-OID, a copy of the form 56-F, as well as a copy of the receipt showing that I had mailed the same foregoing instruments to XXXX XXXX XXXX the CEO of Bank of America. This occurred after I had went into the XXXX XXXX XXXX XXXX on that day in attempt to acquire and sign four loan instruments and was completely denied the opportunity to do so by both of these men. In fact, XXXX XXXX did indeed take the 1099-A, 1099-OID, 1040V, Form 56-F, and receipts from me and proceeded to lead me on with his false statements as if he had intended to act in my best interests, all the while misleading me with his sugar coated venom in order to have me leave the financial institution with no idea of the true machinations that were about to take place behind the scene. XXXX XXXX against me to deprive me of my right to physically sign the four loan agreements in violation of the Electronic Signature in Global and National Commerce Act is one thing, but leading me on to believe that you had been made aware of and accepted fiduciary responsibility in the transaction that has already been reported to the Department of the Treasury Internal Revenue Service in the amount of {>= $1,000,000} is another breach of fiduciary responsibilities and a unscrupulous/perfidious breach of the trust that I had placed in XXXX XXXX that sickens me to no end. A trust he continued to nonchalantly violate even as the next time I physically interacted with the man rolled by. XXXX XXXX was exceptionally rude and condescending to me throughout the entire encounter and made several blatant lies in attempt to make me believe that Bank of America first required me to consent to electronic communications and would not be able to allow me to apply in person for a loan application without first being pre-approved online. I know full well that pursuant to the E-Sign Act that a consumer has every right to refuse to do an application electronically and that if the consumer requests to physically sign a loan application the bank is required to provide a hard copy application to the consumer so that he may fill out the application and inspect the application to his liking. This is not the first time that I have been denied my ability to enforce/enjoy my basic consumer rights by Bank of America and its agents. \n\n14. That on XX/XX/XXXX, Bank of America Fraud Department agents placed a complete account restriction against me while I was on the phone with them detailing to them the transaction in question. The agent did inform me that I needed to go into the bank the following day in order for me to verify my identity but never disclosed to me that he placed a account restriction and the purpose of me having to go into the bank was due to the account restriction. He led me to believe that the purpose of me having to go into a bank was because my identity had to be verified in order for the transaction that I have been attempting to make for the past week or so finally commence. It wasnt until I was at work attempting to make a small purchase of snack and drink that I discovered that my card had been blocked and my access to online accounting restricted that I found out that he had locked the account stating in his notes that he did not believe me to be the account holder. The subsequent call had me question the very notion as in order for me to even speak with a representative of Bank of America I need to verify every account detail and then log into the account through the mobile app and give them authorization via the app before the agents of Bank of America are even willing to speak to me and assist me in any matter that I am calling about. Having done the same thing with fraud department agent XXXX and the agent prior to him, I still find it exceptionally hard to believe that he would have a difficult time believing that I am the account holder in any reason, way, shape or form. It took me having to go into a financial center to lift the restriction and even then I was unable to process the transaction that I have been attempting to make. \n\n15. That on XX/XX/XXXX, XXXX XXXX, title unknown to me as she claimed to not have a business card available to give to me but probably Relationship Manager, being rude and extremely unprofessional and laughing at me alongside many of her cohorts listed herein, when I came into the XXXX XXXX XXXX XXXX to provide the demanded identifying document and my debit card to lift the unfair restrictions placed against me, attempted several times to get me to either leave the financial institution without the assistance I was told I should ask for or not even do the task that XXXX XXXX and XXXX XXXX assigned to her. \n\n16. That on XX/XX/XXXX and the days after, Bank of America completely restricted and completely closed my account without giving me prior notice or warning, citing that notice was given in the contract ( a unilateral contract that I do not have a copy of anyone signing and where my own signature is missing ). On that day I had made several attempts to call into Bank of America and on the first couple of attempts I discovered that when putting in account information such as the last four digits of my private Social Security Account Number or the last four digits of my debit card, I would automatically be routed to an automated voice recording informing me that the bank was closed and would not be reopen until Monday-Friday between the hours of XXXX XXXX thru XXXX XXXX Eastern Time. However, if I leave out my information and press random prompts I am able to be routed to an agent and that is how I discovered that Bank of America, without having disclosed to me the reason as to why my account is being closed or for what reason for the closure, declared that for undisclosed of risks Bank of America was enacting its rights to closed the account for any reason without having to provide notice and would mail to me the reason as well as inform me of how I will be able to obtain my money after they have conducted their investigation and have closed the account. \na. Mind you, since this account closure process commenced a literal week after I went into the XXXX XXXX XXXX XXXX and physically hand delivered Department of the Treasury Internal Revenue Service Form 56-F Notice Concerning Fiduciary Relationship of Financial Institution that has the OMB Control Number of XXXX to Assistant Vice President XXXX XXXX and had the form mailed using the delivery service provider XXXX to both the Bank of America Headquarters/CEO XXXX XXXX XXXX XXXX with the tracking number XXXX, and the Department of the Treasury Internal Revenue Service , with tracking number XXXX XXXX it is clear evidence that Bank of America and it agents , including the CEO, is in direct breach of trust, is maliciously violating/breaching its fiduciary responsibilities of me and my estate, has deliberately and perfidiously under unscrupulous means, caused the closure of my account without benefit to me the beneficiary nor benefit to my estate, causing actual damages where damages are : i. XXXX XXXX  XXXX. XXXX XXXX XXXX. XXXX XXXX iv. Deprivation of Rights v. Negligence vi. Misconduct vii. Actual damages, statutory damages, and all other such relief as per statutes viii. Where actual damages include : ix. Any funds remaining in the checking account at the time of fiduciary breach ; around {$900.00} x. {$500000.00} line of credit with Bank of America xi. {>= $1,000,000} ( interest included ) in four loans, personal, auto, home, business, with Bank of America that has already been filed and accepted by the Department of the Treasury- Internal Revenue Service via online filing of 1099-A xii. Where Bank of America has wholly or in part made a decision to deny me services based on a consumer report that may or may not have been provided by Consumer Reporting Agency, which is a direct and willful violation of the Fair Credit Reporting Act ( FCRA ) and the Truth In Lending Act ( TILA ) xiii. All of these have occurred against an American National entitled to Full Faith and Credit b. Where I can legally and lawfully seek relief in equity, relief in common law, relief in maritime jurisdiction, and relief in admiralty jurisdiction via i. A Class Action under Federal Rules of Civil Procedure Rule 23 ( Jury Demand ) ii. Award compensatory damages ( jointly and severally as well as severally ) iii. Award punitive damages ( jointly and severally as well as severally ) iv. Award treble damages ( jointly and severally as well as severally ) in courts of Article 1 where common law and equity jurisdictions apply v. Award treble damages ( jointly and severally as well as severally ) in courts of Article 3 where admiralty and maritime jurisdictions apply in equity or by law vi. Pre-judgment and post-judgment interest on monetary relief vii. The costs of bringing the suit, including reasonable attorneys fees, and viii. All other relief to which Plaintiff ( jointly and/or severally ) may be entitled to by law or in equity c. Where I have recorded audio of every encounter with as many agents of Bank of America thus far, I have the receipts for proof of mailing, I have certified copies from the Library of Congress to substantiate any other claim I may make, I have certificates of authentication to prove my Nationality and Identity sworn to and subscribed by the Secretary for the Department of State for the United States of America and his Officer of Authentications 17. That Bank of America and its agents XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, including agents XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX have engaged in direct willful violations of United States Codes pursuant to the Gramm-Leach-Bliley Act ( GBLA ) ( 15 U.S.C. 6801 et seq. ) ; the Real Estate Settlement Procedures Act ( RESPA ) ( 12 U.S.C. 26012617 ) ; the Truth-in-Lending Act ( TILA ) ( 15 U.S.C. 1601 et seq. ) ; the Equal Credit Opportunity Act ( ECOA ) ( 15 U.S.C. 1691 et seq. ) ; the Fair Credit Reporting Act ( FCRA ) ( 15 U.S.C. 1681 et seq. ) ; the Fair and Accurate Credit Transactions Act ( FACT Act ) ( also 15 U.S.C. 1681 et seq. ) ; the Electronic Signature in Global and National Commerce Act ( E-Sign Act ) ( 15 U.S.C. 7001 et seq. ) ; the Economic Growth, Regulatory Relief and Consumer Protection Act ( S. 2155 ) ; the Privacy Act of 1974 ( 5 U.S.C. 552a ) ; the Unfair, Deceptive, Abusive Acts or Practices Act of the Dodd-Frank Act ( UDAAP ) ( 12 U.S.C. 5531 ) ; Generally Accepted Accounting Principles ( GAAP ) ; Generally Accepted Auditing Standards ( GAAS ) ; 42 U.S.C. 1981 ; Tex. Fin. Code. Ann 156.303 ; Tex. Bus. & Com. Code Ann. 17.41 17.63, Government Accounting Standards Board ( GASP ) Regulations ; Financial Accounting Standards Board ( FASB ) Regulations 18. That Bank of America has a recorded history of practicing racially biased, racially discriminatory behavior/policies/procedures against me and my estate, culminating in a settlement that I recently received from the bank after years of battle with the bank. The settlement between me and the bank also includes another 512 injured individuals that have faced the XXXX XXXX  banking practices of Bank of America in not only the State of Texas, but throughout the entirety of the United States of America in each and every state of America. I have the two settlement agreements and on numerous occasions of speaking with Bank of Americas representative made mention that I have a settlement with Bank of America in the hopes of preventing/circumventing all such practices and behaviors that are currently taking place against me right now. \n\n19. That I have never signed nor received a copy of any signed document that I have agreed to the diminishing, removing, waiving, obstruction, deprivation, destruction, of my or my propertys rights in any way, shape or form. I have not signed away my rights and even though Bank of America may intend to fraudulently demonstrate that I have signed away my rights I would never willingly or knowingly sign away my rights. To the contrary, I always sign any document in a way that reserves my rights pursuant to Uniform Commercial Code 1-308 C.F. Texas Business and Commerce Code 1.308. It is my right and I enforce my right at every chance I get. This is to ensure that in no feasible way, it can be presumed, assumed, construed, misinterpreted, interpreted, etc., that I have will ever intentionally, unintentionally, voluntarily, involuntarily, knowingly, unknowingly, purposefully, accidentally, ever waive any right substantive or procedural in any way, shape, or form. \n\n20. That it has come to my attention that according to Title 12 of the United States Code financial institutions such as Bank of America are required to follow GAAS Regulations, FASB Regulations, GAAP Regulations, the Yellow Book, the Green Book, the Gold Book, and according to these regulations Bank of America is required to follow the guidelines and procedures found in Statement of Financing Accounting Standards ( FAS ) FAS 125 ; FAS 140 ; FAS 133 ; FAS 5 ; FAS 95 ; These established FAS guidelines would allow Bank of America to convert the 1099-A by whatever established conversion method prescribed into the currency that I have requested and have been approved for by the United States XXXX Treasury as a non-repayable loan, securitize the loan instruments so that Bank of America can follow other established procedures detailed in various Federal Reserve Bank publications detailing how to convert consumer promissory notes such as loans so the bank can net profits from at least 10-20 times the face value of the loans. However, because of the continuous discriminatory behavior that continues to persist even after settlement, the representatives of Bank of America upon my inquiry of TILA laws, have decided to deny the opportunity to even apply for a loan in violation of the E-Sign Act, and in breach of trust and in breach of fiduciary responsibilities have altogether caused further harm by closing the account and denying me asses to my own money. \n\n21. That I am aware of the fact that there are millions of other American Consumers that are able to engage in their right to report tax information on 1099-A and receive the funds/items that have been requested by the 1099-A with no issue or hinderance. Financial Institutions, Auto Dealers, Mortgage Brokers, and even Attorneys are aware of the fact and uses of the 1099-A and are allowing consumers to use their services or purchase their products with no issue. But because I have inquired of my TILA rights and have informed them of their fiduciary responsibilities Bank of America has decided with perfidy and unscrupulous indignation continued to trespass my rights and racially discriminate against me, causing the greatest harm a financial institution has ever caused me. \n\nNOTICE : It is stare decisis in such cases as XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX ( XXXX XXXX. XXXX ) ; XXXX XXXX XXXX v. United States, XXXX XXXX XXXX, XXXX XXXX. XXXX, XXXX, XXXX XXXX XXXX ( XXXX ) ; XXXX & XXXX XXXX XXXX XXXX. v. United States, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX XXXX ( XXXX ) Proof of an implied-in-fact contract comes not from an express agreement, however, but from conduct of the parties and The government enters into contracts with the public through contracting officers. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX ( XXXX )","date_sent_to_company":"2022-06-29T04:08:34.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"75231","tags":null,"has_narrative":true,"complaint_id":"5718929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-06-29T03:38:02.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["I have the two settlement agreements and on <em>numerous</em> occasions of speaking with Bank of Americas representative made mention that I have a settlement with Bank of America in the hopes of preventing/circumventing all such practices and behaviors that are currently taking place against me right now. 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