{"took":206,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":65,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9060074","_score":19.664276,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I had my phone, wallet, and other expensive personal items stolen in XXXX, XXXX. Afterwards, the theft immediately hacked into all of my personal banking and stock trading accounts while also using my credit cards / debit cards as soon as possible. They also hacked into my personal email and iCloud accounts, preventing me from receiving important SMS codes or emails to recover my financial accounts. I have been successful with most of my banks and credit cards, but I have not been successful with Wells Fargo and XXXX. \n\nWith Wells Fargo, I reported to them immediately after the incident ( XX/XX/XXXX ) that my debit card was stolen and my account was hacked. I had over {$10000.00} USD in my account. The fraud report was submitted but I was denied. One of the customer service representatives informed me that I needed to go to a US Wells Fargo branch to verify my identity, but I was very busy with my new restaurant I opened in XXXX at the time which prevented me from travelling for a while. The earliest I could travel was in XX/XX/XXXX. I visited a branch in XXXX, where the representative informed me that identity verification wasn't required and I simply had to resubmit the fraud claim including my police report, which I did immediately. After filing the new claim, I received a phone call long after I provided the report around XX/XX/XXXX. The claim was escalated to the Executive Office and a member called me reporting that my claim was denied since it's been 180 days after submission. I find this response astounding since I had challenges traveling to the US and I later found out through the branch representative that an identity verification in-person was not even required! If an identity verification was not required in-person, I could have handled everything remotely without having to pay for a plane ticket and hotel accommodation just to simply handle this request. \n\nI feel misled by Wells Fargo 's representatives and now my account has been completely zeroed out by the thieves with nothing returned back to me.","date_sent_to_company":"2024-05-22T05:42:32.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"9060074","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-05-22T04:58:34.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["With Wells Fargo, I reported to them immediately after the incident ( XX/XX/XXXX ) that my debit card was stolen and my account was <em>hacked</em>. I had over {$10000.00} USD in my account. The <em>fraud</em> report was submitted but I was denied. One of the customer service representatives informed me that I needed to go to a US Wells Fargo branch to <em>verify</em> my <em>identity</em>, but I was very busy with my new restaurant I opened in XXXX at the time which <em>prevented</em> me from travelling for a while."]},"sort":[19.664276,"9060074"]},{"_index":"complaint-public-v1","_id":"6455554","_score":17.504251,"_source":{"product":"Checking or savings account","complaint_what_happened":"I reported to Chase back on XX/XX/ that I detected fraudulent activities on my Chase Total Checking account. Upon knowing that information, Chase sat on my report and did not safeguard my account which later on I was affected by further unauthorized wired fraud charges. \n\nThe sole reason for my hacked account to remain open was that I was waiting for Chase to overturn my temporary credit reversal on my checking account. \n\nBased on these particular transactions, XXXXXXXX XXXX XXXXXXXX XXXX XXXX clearly indicates a red flag that a hacker could be building a false identity. My XXXX XXXX XXXX XXXX XXXX XXXX was also hacked so the hacker probably have photos of me. Therefore, any hacker that can gain access to make purchases can make any charge appear legitimate. Making it easy for merchants to approve those charges, which makes it all the more dangerous. \n\nI was instructed over the phone by a supervisor name XXXX from Chases Claims Online Department to go into any local Chase branch and have any employee fax it for legitimacy. Chase branch faxed and mail the requested affidavit 3 separate times, the branch manager XXXX from the XXXX XXXX XXXX can personally verify that he took the necessary action to expedite the process. Chase still claims they have not received the fax to this day. \n\nAs it turns out, Chase later admitted they would not have credited me {$280.00} unauthorized charge from XXXX XXXX XXXX  charge due to some frivolous technicality ( must report within 60 days but has the courtesy option to file a claim ). If they had communicated that from the beginning instead of having me run in circles, I would have closed the hacked account by early XXXX, avoiding further fraud activity such as wire fraud that took place after XXXX. What makes this easy to prove is that the fraudulent checks did not have my actual endorsed signature on them. But what Chase should have at least done is to prevent any funds from going out such as XXXX payments. There should have been a restriction on all my recent activities from the day I reported this. \n\nAccording to Chases Total Checking policy, a minimum of a {$1500.00} balance in the account is required in order to avoid the XXXX XXXX monthly fee- if it was not for that, the hacker would not have been able to send out a payment of {$900.00} through XXXX because I would have withdrawn all of my funds out on the very day I reported the fraud activities. \n\nAny fraudulent activities after the XXXX XXXX could have been easily avoided if Chase did their job.","date_sent_to_company":"2023-01-18T05:54:22.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"90068","tags":null,"has_narrative":true,"complaint_id":"6455554","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-01-18T05:15:06.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["If they had communicated that from the beginning instead of having me run in circles, I would have closed the <em>hacked</em> account by early XXXX, avoiding further <em>fraud</em> activity such as wire <em>fraud</em> that took place after XXXX. What makes this easy to prove is that the fraudulent checks did not have my actual endorsed signature on them. But what Chase should have at least done is to <em>prevent</em> any funds from going out such as XXXX payments."]},"sort":[17.504251,"6455554"]},{"_index":"complaint-public-v1","_id":"4529058","_score":15.538971,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I wanted to report a cryptocurrency theft involving a Sim swap attack to your office that I became a victim of. On XX/XX/XXXX, I first observed loss of my cellular service around. I tried using my wife 's phone when she arrived home around to call XXXX and they told me that they could not locate my restore connection and failed to provide me any further information. I went to a local XXXX store where I was provided a new XXXX  sim card. Later that afternoon, I could not access my email and I also could not access my Coinbase investment account. I found that my Coinbase account balance was almost wiped out by a transaction to an unkown XXXX XXXX and lost originally invested XXXX $ ( of which approximately XXXX XXXX  were in the XXXX amount and rest were in various altcoins ). My bank account funds were impacted which was attached to Coinbase, however protected by XXXX due to a timely freeze on my account. \nAfter later recovering some emails from my deleted folder, I learnt that my email password was reset on XXXX XXXX at XX/XX/XXXX using my attached cell phone number. Coinbase password was reset on on XXXX XXXX which was immediately after the change of my email password. I tried to call Coinbase promptly to report and stop these transaction but they had no live agent support available and I only got a bot response on email. I had written them further emails about the unauthorized activity on the account and I have requested refund for the fraudulent activity that I have not conducted since their company claims to be FDIC insured and insured with cyber protection. I have received no response or outcome. \nThis crypto loss has taken place due to poor cybersecurity measures of Coinbase which made my account vulnerable despite 2-factor authentication in place. Coinbase has deceptively and intentionally promoted itself as the most trusted cryptocurrency platform, while failing to take reasonable and state-mandated steps to prevent cyberattacks. Coinbase is bound to maintain stringent anti-hacking programs that monitor and filter transactions for potential violations of the Bank Secrecy Act ( BSA ) and anti-money laundering ( AML ) statutes ; and implement measures designed to effectively detect, prevent and timely respond to fraud. They have eliminated providing a live agent support without notifying long time customers ( including myself ). None of the customary cybersecurity systems were in place to prevent such a crime, my assets were stolen from his account by a hacker who used an IP address and equipment, from a location never before used by me and also to an unknown Crypto key previously not verified by me, especially after a fresh password reset. A proper cyber security algorithm should have stopped this transaction by a simple lock out of the account requiring additional verification like some of the other exchanges such as XXXX, especially after a recent password reset. They self-advertise as FDIC protected and should cover for my XXXX  loss since I never authorized to buy the cryptoholdings made by the hacker and I believe my crypto losses should be covered under fraud protection insurance due to poor cybersecurity measures with Coinbase. This is not first such event. Coinbase has been previously named in lawsuits of similar nature [ XXXX XXXX XXXX XXXX XXXXXXXX  ]. There are thousands of other victims of theft loss reported on the internet including profiles like XXXX, XXXX and complaint channels such as XXXX \n\nI and my family already feel devastated by this financial loss and a security threat to our personal information resulting in possible identity theft. I would really appreciate your help to recover financial damages that we have sustained in this case due to poor cybersecurity measures of Coinbase. Given the high impact of identity theft and growing cybersecurity fraud, a disciplinary action is warranted to prevent other American households to become victims of such fraudulent activity. If a company with multibillion dollar revenue cant afford appropriate security measures on the accounts of its consumers and cant provide a live agent support, then there is definitely an intentional internal scam which this company is intentionally overlooking and may be facilitating such crimes in the name of so called scammers.","date_sent_to_company":"2021-07-09T18:13:45.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"12533","tags":null,"has_narrative":true,"complaint_id":"4529058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-07-09T18:04:07.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Given the high impact of <em>identity</em> theft and growing cybersecurity <em>fraud</em>, a disciplinary action is warranted to <em>prevent</em> other American households to become victims of such fraudulent activity."],"issue":["<em>Fraud</em> or scam"]},"sort":[15.538971,"4529058"]},{"_index":"complaint-public-v1","_id":"5717029","_score":15.334584,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"After previous identity theft in XXXX, put a credit freeze in place with all three credit reporting bureaus. On XX/XX/XXXX I found out that XXXX Bank had pulled a credit report on my through Experian. I was surprised by this, as I had not requested credit, and I had not lifted my credit freeze. \n\nI attempted to log in to my Experian account to verify the status of my credit freeze, and found that I could not login, and that the account was now associated with an email I did not recognize and had never used. I inferred that my credit at Experian was no longer frozen, and that someone had hacked in to my Experian profile to unfreeze it and then apply for credit. \n\nExperian has been of no help to me in resolving this issue. It is impossible to reach a live person on the phone. All options on their voice mail menu lead in circles, and a recorded message even says that \" I'm only able to transfer people in limited circumstances '' if you ask for an operator or representative. \n\nAlthough I was able to stop the unauthorized accounts at XXXX from being opened by contacting XXXX, I believe that my credit information is not secure with Experian, and that this can and will happen again. I also believe that Experian does not have enough safeguards in place to prevent an unauthorized person from taking over/hacking an Experian profile. A quick search online shows that exactly this has started happening to many people -- they find their Experian accounts have been taken over and are now associated with someone else 's email, and that person now can remove credit freezes and fraud alerts. \n\nExperian needs to fix this problem quickly, and they need to answer their phones instead of referring people to prerecorded messages and their website.","date_sent_to_company":"2022-06-28T18:36:50.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"019XX","tags":null,"has_narrative":true,"complaint_id":"5717029","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-06-28T18:25:26.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I also believe that Experian does not have enough safeguards in place to <em>prevent</em> an unauthorized person from taking over/<em>hacking</em> an Experian profile. A quick search online shows that exactly this has started happening to many people -- they find their Experian accounts have been taken over and are now associated with someone else 's email, and that person now can remove credit freezes and <em>fraud</em> alerts."],"issue":["Problem with <em>fraud</em> alerts or security freezes"]},"sort":[15.334584,"5717029"]},{"_index":"complaint-public-v1","_id":"10628813","_score":15.245298,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, my Experian account was hacked, and my log-in credentials, email and phone number were changed, preventing me from logging in. I immediately called Experian and it was nearly impossible to get a human on the phone. However after over an hour of making no progress with their automated system I eventually found a totally different phone number, actually manned by a person and was able to have them transfer me to the fraud department. When I eventually was able to speak to a person they weren't able to authenticate me because whoever hacked my account changed the personal information on my Experian account. However they eventually started to quiz me using information from within my credit report to verify my identity. This is concerning because whoever hacked my account also now had access to my credit report and could validate themselves as me in the exact same way. Nevertheless the Experian rep was satisfied and they said they would lock down my account to prevent further unauthorized access and that I would hear back from Experian in XXXX business days with instructions on how to proceed. They gave me a report # : XXXX. They recommended to pursue a resolution to essentially close my Experian account completely to prevent access to it by anyone. This seemed desirable to me because apparently it's trivial to gain access to people 's existing Experian accounts, especially once they have the information contained within them. \n\nOn XX/XX/XXXX I finally got an email back from Experian Membership Support ( XXXX ) indicating that to prove my identity ( again! ) I would have to fax in a copy of my social security card, drivers license, and an insurance statement. I then I faxed in these documents to the provided number on XX/XX/XXXX. I sent a confirmation email to Experian that day in order to make sure they received these extremely sensitive documents. Rather than doing that they informed me \" it can take 7-14 business days to process the documents once we receive them. '' With this ridiculous warning I proceeded to try my best to get updates out of Experian on a regular basis. I called multiple times, sometimes never reaching a human. One of the few times I did, on XX/XX/XXXX I spoke to a representative that told me new information. They told me that not only had Experian allowed a nonauthorized party access my Experian account ( and thus Experian credit report ) but they also allowed them to sign up for a checking account in my name. After being transferred a number of times trying to resolve this new issue I was eventually told that Experian cancelled this new checking account. However, since I do not have access to any sort of Experian account any more I am unable to verify the validity of this claim. \n\nI also have been repeatedly emailing the thread associated to my initial report # : XXXX, asking for updates on Experian to find the extremely sensitive and important documents that they required me to send to them as part of their resolution. Every time I email I am simply told that they havent located these documents. Ive emailed asking for assistance on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and today XX/XX/XXXX. Every time Ive been absolutely 0 support despite following Experians procedure.","date_sent_to_company":"2024-10-30T23:26:39.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"01890","tags":null,"has_narrative":true,"complaint_id":"10628813","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-10-30T22:52:25.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["When I eventually was able to speak to a person they weren't able to authenticate me because whoever <em>hacked</em> my account changed the personal information on my Experian account. However they eventually started to quiz me using information from within my credit report to <em>verify</em> my <em>identity</em>. This is concerning because whoever <em>hacked</em> my account also now had access to my credit report and could validate themselves as me in the exact same way."]},"sort":[15.245298,"10628813"]},{"_index":"complaint-public-v1","_id":"19986131","_score":15.062124,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XXXX late XX/XX/XXXX, I was contacted by someone impersonating the fraud department of U.S. Bank. The caller stated my account had been hacked and instructed me to verify my identity and complete steps to secure the account. During the call, the scammer obtained one-time passcodes ( OTP ), had visibility of my device through screen mirroring, and directed me to set up XXXX XXXX and move {$750.00} to my XXXX XXXX under the explanation that the funds needed to be secured and then refunded. The final step was to send the funds to a number they provided. At that point I realized the caller was not my bank, ended the call, and immediately reported the incident to U.S. Bank as fraud. \nThe bank denied my dispute, stating that because I had used XXXX XXXX once in XXXX for a small payment to someone I knew, the {$750.00} transfer was considered authorized. However, the transaction occurred as a direct result of a bank impersonation scam and compromised authentication codes obtained during the call. Over the past several months I have repeatedly contacted the bank requesting that the dispute be reopened. I have been told the case was filed incorrectly twice and that the processor requested it be reopened, but the bank has refused to reopen the investigation. This unresolved dispute has also prevented me from closing the affected account and restoring my online banking access. \nI am requesting that the bank conduct a proper investigation into the fraudulent XXXX XXXX transfer and reimburse the {$750.00} taken through this impersonation scam. This would change the amount in my old checking account from XXXX to XXXX, so I can close this account. I have been eager to try to resolve this since it occured as it has prevented my online banking access for 4 months now.","date_sent_to_company":"2026-03-05T01:03:49.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"63125","tags":null,"has_narrative":true,"complaint_id":"19986131","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-03-05T00:36:57.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["XXXX late XX/XX/XXXX, I was contacted by someone impersonating the <em>fraud</em> department of U.S. Bank. The caller stated my account had been <em>hacked</em> and instructed me to <em>verify</em> my <em>identity</em> and complete steps to secure the account. During the call, the scammer obtained one-time passcodes ( OTP ), had visibility of my device through screen mirroring, and directed me to set up XXXX XXXX and move {$750.00} to my XXXX XXXX under the explanation that the funds needed to be secured and then refunded."],"issue":["<em>Fraud</em> or scam"]},"sort":[15.062124,"19986131"]},{"_index":"complaint-public-v1","_id":"15670574","_score":14.793689,"_source":{"product":"Credit card","complaint_what_happened":"Last week, my phone and email accounts were hacked. As a result, an unknown individual gained unauthorized access to my Chase Bank account. Using my personal information, they fraudulently opened a credit card in my name without my knowledge or consent. \n\nDetails of Criminal Activity : I was locked out of my Chase account shortly after the intrusion. \n\nDespite repeated attempts to contact Chase for assistance, I was repeatedly transferred between departments, denied information about my own account, and promised call-backs that never occurred. \n\nI later received a XXXX notification that the fraudulent Chase credit card was being delivered to an address where I do not reside. \n\nWhen I called Chase to report this, I was told repeatedly that they could only send a verification code to the compromised phone number and email addressboth of which are under the control of the perpetrator. \n\nI provided my correct phone number and requested call-backs multiple times, but Chase never followed through. \n\nOn several occasions, representatives disconnected the call, claiming there was a bad signal. \n\nI have repeatedly requested that Chase close my existing accounts to prevent unauthorized use of my current credit cards, but they have failed to act and continue to send me in circles through the fraud department. \n\nI believe I am the victim of identity theft, account takeover, and financial fraud by Chase, due to their inaction. \n\nThe perpetrator currently has access to both my Chase account and personal information, and is using it to open fraudulent accounts and potentially make unauthorized charges in my name. Chase has failed to secure my accounts or provide me with access to my own banking information, leaving me further exposed to continued fraud. \n\nAction Requested : I am formally reporting this as a crime and request that law enforcement investigate this case of identity theft and financial fraud. I am also requesting assistance in ensuring my accounts are protected and that the fraudulent activity is documented for future disputes.","date_sent_to_company":"2025-09-02T19:41:19.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"78572","tags":"Servicemember","has_narrative":true,"complaint_id":"15670574","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-09-02T19:22:54.000Z","state":"TX","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I have repeatedly requested that Chase close my existing accounts to <em>prevent</em> unauthorized use of my current credit cards, but they have failed to act and continue to send me in circles through the <em>fraud</em> department. \n\nI believe I am the victim of <em>identity</em> theft, account takeover, and financial <em>fraud</em> by Chase, due to their inaction."]},"sort":[14.793689,"15670574"]},{"_index":"complaint-public-v1","_id":"13419692","_score":14.70818,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Complaint Regarding Inaccessible Experian Account and Lack of Support I am submitting this complaint because I have been unable to access my Experian account, which has prevented me from viewing my credit score and obtaining my annual credit report. This has been an ongoing issue, and I am extremely frustrated with the lack of accessible customer support from Experian.\n\nThe account is currently locked, and when I try to recover it, Im required to verify using my old email address and old phone number, both of which I no longer have access to. This has made it impossible for me to get back into the account. When I attempt to call Experian, the automated system does not allow me to speak with a live representative unless I can verify the old contact informationwhich I can not. \n\nThis issue is further complicated by the fact that my computer and XXXX were hacked last year, which compromised several of my accounts, including my email. Since then, Ive been locked out of multiple platforms due to compromised credentials, including my Experian account. I have no reliable way to check my credit or monitor for further fraud or identity theft, and this has created a serious barrier to managing my financial health. \n\nI am reaching out to the CFPB in hopes that you can help me connect with someone at Experian who can assist me with verifying my identity through alternate means, so that I can regain access to my account. I am also open to any guidance or advice from others who may have experienced similar issues and successfully resolved them. \n\nThank you for your attention to this matter. I am sincerely hoping for a resolution soon.","date_sent_to_company":"2025-05-09T00:54:03.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"98270","tags":null,"has_narrative":true,"complaint_id":"13419692","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-08T23:58:57.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["This issue is further complicated by the fact that my computer and XXXX were <em>hacked</em> last year, which compromised several of my accounts, including my email. Since then, Ive been locked out of multiple platforms due to compromised credentials, including my Experian account. I have no reliable way to check my credit or monitor for further <em>fraud</em> or <em>identity</em> theft, and this has created a serious barrier to managing my financial health."]},"sort":[14.70818,"13419692"]},{"_index":"complaint-public-v1","_id":"10198836","_score":14.684276,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to formally complain about the unethical practices of Venmo, which have severely impacted my financial situation and wellbeing. \n\nRecently, my mother sent me {$70.00} through Venmo to assist with essential expenses, as I am currently experiencing homelessness and seeking resources through county assistance. Unfortunately, I was unable to access this money. Despite creating a debit card linked to my Venmo account, I encountered multiple issues that prevented me from using it for basic needs, such as purchasing food or gas. \n\nWhen I attempted to link my Venmo account to other payment methods, I was met with continuous errors. My attempts to contact customer service through their chat function were frustrating and unhelpful, as the automated responses did not address my concerns. I have numerous screenshots documenting these interactions. \n\nThis is not my first negative experience with Venmo. After being a victim of hacking earlier this year, I deactivated my original account. However, despite my request for complete account deletion, Venmo reactivated my account without my consent, demonstrating a troubling lack of understanding and care regarding potential fraud. \n\nIn creating a new account with a new phone number, I encountered further issues. My account was suspended due to identity verification problems, locking away funds that I depend on for survival. Despite providing the necessary information, I have been told that it will take 5-6 days for a decision to be made, leaving me without access to critical financial resources. \n\nThe way Venmo handles customer service and account management is deeply concerning. Their negligence in addressing issues related to identity verification and fraud prevention is alarming, especially given the critical nature of these services for individuals in vulnerable situations. \n\nI urge the CFPB to investigate these practices and hold Venmo accountable for their failure to support customers effectively. Thank you for your attention to this matter.","date_sent_to_company":"2024-09-21T19:47:27.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"923XX","tags":null,"has_narrative":true,"complaint_id":"10198836","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-09-21T19:38:28.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After being a victim of <em>hacking</em> earlier this year, I deactivated my original account. However, despite my request for complete account deletion, Venmo reactivated my account without my consent, demonstrating a troubling lack of understanding and care regarding potential <em>fraud</em>. \n\nIn creating a new account with a new phone number, I encountered further issues. My account was suspended due to <em>identity</em> <em>verification</em> problems, locking away funds that I depend on for survival."]},"sort":[14.684276,"10198836"]},{"_index":"complaint-public-v1","_id":"4529526","_score":14.606314,"_source":{"product":"Checking or savings account","complaint_what_happened":"Between XXXX XXXX XXXX XXXX, USAA 's mobile app security failed to flag fraudulent/identity theft logins to our ( mine, spouse 's, adult child 's ) USAA profiles, despite such activity occurring on devices we do not own/never used, and despite other suspicious activities that preceded the fraudulent electronic bank transfers ( e.g., the hackers changed our phone numbers & USAA never tried to contact our old numbers on file for several years ; hackers turned off all security notifications in our profiles ; hackers set up several internal and external bank accounts and scheduled numerous electronic bank transfers in the exact amount of {$4900.00} ( behavior we NEVER engaged in during the 15+ years as USAA members ), etc. ) I'm a professor of Information Systems, and we teach our undergrads some of these basic red flags in our cybersecurity courses. I never would have fathomed that USAA doesn't even have these basic fraud detection protocols in place. \n\nXX/XX/XXXX - XX/XX/2021 : Hackers/cybercriminals stole approximately {$20000.00} from our bank accounts through fraudulent electronic bank transfers. \n\nXX/XX/2021 : My spouse and I notified USAA of the fraudulent bank transfers and hacked accounts. USAA opened a fraud investigation and said it would take around three business days to complete the investigation. We pleaded with USAA to close or lock our accounts to prevent further fraudulent activity. They informed us they could not close our accounts and to just let the fraud investigation play out. \n\nXX/XX/2021 : USAA Collections called me and my spouse and demanded we pay {$15000.00} to bring our accounts positive or we would be frozen out of all of our assets and services with USAA. I explained the fraud investigation was in process, and USAA said that it didn't matter ; their protocol was to collect debts on accounts even if they were being investigated for fraud. Because I didn't want to lose access to the funds I still had in banking and savings accounts at USAA, I paid the debt -- trusting that USAA would restore our accounts when they concluded the transactions were fraudulent. \n\nXX/XX/2021 : USAA sent a letter to my spouse 's USAA profile ( even though I opened the fraud claim ) denying our claim and stating \" no further action will be taken. '' XX/XX/2021 : We contacted USAA per the instructions on the letter to find out why our claim was denied. USAA reps said they had NO way to contact the Fraud Department that made the decision, but they put in a request for someone in the department to call us and to mail us the documentation detailing their decision. At this point, USAA is still insisting that my spouse set up the external bank accounts, that these accounts actually were in his name -- something USAA verified as part of their process of vetting newly added bank accounts to user profiles ; however, none of this is true. A USAA rep had to instruct us how to find the account and routing numbers of the external accounts added to one of our USAA profiles. We reached the Fraud Department at one of the banks ( XXXX XXXX ), and they confirmed that neither my spouse nor I have ever banked with them. Thus, USAA 's practices for adding external bank accounts is missing the step of properly identifying the bonafide account holders on external accounts. If they had this process in place adequately, our money could have remained safe instead of stolen out of the blue with USAA telling us it's somehow our fault and there's no way for us to recover our money ( after also demanding we pay money from our savings to bring our accounts positive, which effectively allowed the criminals to steal even more of our money, though it came with the benefit of allowing us to re-gain access to the only checking and savings accounts we rely on ). \n\nAfter XX/XX/2021 : USAA 's Fraud Department still has not contacted us, despite our submitting two formal requests through USAA reps ( after waiting for HOURS to speak to said reps ). We finally received a letter in the mail nearly two full weeks after we requested it -- and it said NOTHING. The reason our claim was denied? \" Multiple USAA system security logs/records. '' Thus, to this day, nearly a month after we reported the fraud, we have no clue why they denied our fraud claim and we're out tens of thousands of dollars -- money we worked for DECADES to save. \n\nQuite honestly, I am CONFIDENT USAA has broken numerous consumer protection laws in our case. At best, this was just poor business processes at a fragmented company, and my family chose wrong in entrusting USAA Savings Bank with safeguarding our money. At worst, and what I'm beginning to suspect, it's simply normal practice for USAA to enable identity theft and fraudulent bank transfers of its consumers -- a way to enable criminal activity on the dime of its consumers. It wouldn't surprise me at all if USAA insiders are involved in enabling these schemes. The XXXX XXXX Identity Theft Specialist explained that their customer 's bank account ( involved in the fraud with our USAA bank accounts ) was hacked, too. That likely means that where our money went -- the two accounts at some fintech company named Current -- belong to victims, too. Thus, hackers can just steal credentials of consumers, exploit cybersecurity weaknesses in banks ' technical infrastructure and business processes, set up numerous ( generally up to five ) bank transfers in the amount of {$4900.00}, steal approximately $ XXXX from each banking customer while getting to wash their criminal money through these accounts too, and simply GET AWAY WITH IT. USAA essentially behaves as a partner to these crimes with their current practices.","date_sent_to_company":"2021-07-12T14:08:09.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80528","tags":null,"has_narrative":true,"complaint_id":"4529526","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2021-07-09T18:12:13.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["At worst, and what I'm beginning to suspect, it's simply normal practice for USAA to enable <em>identity</em> theft and fraudulent bank transfers of its consumers -- a way to enable criminal activity on the dime of its consumers. It wouldn't surprise me at all if USAA insiders are involved in enabling these schemes. The XXXX XXXX <em>Identity</em> Theft Specialist explained that their customer 's bank account ( involved in the <em>fraud</em> with our USAA bank accounts ) was <em>hacked</em>, too."]},"sort":[14.606314,"4529526"]},{"_index":"complaint-public-v1","_id":"20151430","_score":14.276403,"_source":{"product":"Student loan","complaint_what_happened":"I am filing this complaint regarding a fraudulent change to my refund disbursement account that resulted in the theft of my student loan refund funds. The refund was issued by Nelnet related to my enrollment at XXXX XXXX XXXX. \n\nOn or around XXXX XXXX XXXX, I noticed that my expected school refund of {$2100.00} had not been deposited into my bank account. I logged into my Nelnet account and discovered that the bank account designated to receive my refund had been changed to an unknown account without my authorization. \n\nI immediately contacted XXXX XXXX University to report the issue. After reviewing the account activity, the university informed me that the banking information change occurred on XX/XX/XXXX. I never authorized this change and was not notified or asked to verify the change in any way. \n\nA representative from XXXX ( XXXX ) informed me that the activity appeared to be fraudulent and likely the result of my account being compromised. On XXXX XXXX XXXX she confirmed that my account had been hacked and the refund funds were transferred to a fraudulent bank account. \nFollowing their instructions, I immediately took the required steps to document the fraud : I filed an identity theft report with Federal Trade Commission through XXXX. on XX/XX/XXXX. \nI filed a police report on XX/XX/XXXX documenting the theft. \n\nAfter filing these reports, I contacted Nelnet to provide the case and reference numbers so they could investigate. However, I was informed that Nelnet would not communicate with me directly and would only communicate through the school. \n\nI then contacted the fraud department at Western Governors University and requested : The Nelnet fraud case number Written confirmation that an investigation had been opened Confirmation that a recall request had been sent to the receiving bank On XX/XX/XXXX, I received an email from XXXX XXXX, Compliance Senior at XXXX XXXX XXXX, stating that Nelnet had attempted to recover the funds but the receiving bank denied the request to return them. I was also informed that the funds would not be reissued to me. \n\nI believe this outcome is unjust and raises serious concerns regarding account security and consumer protections. The fraudulent account change occurred months before the refund was issued, yet no notification or verification was required before sending more than {$2000.00} to a newly added bank account. Had I been notified of this change, the fraud could have been prevented. \n\nI was the victim of identity theft and reported the fraud promptly once discovered. I also fully cooperated by filing the required identity theft and police reports. Despite this, I am being told that I must absorb the loss of funds that were stolen due to unauthorized changes made to my account.","date_sent_to_company":"2026-03-11T01:51:50.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"77388","tags":null,"has_narrative":true,"complaint_id":"20151430","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2026-03-10T23:45:32.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["The fraudulent account change occurred months before the refund was issued, yet no notification or <em>verification</em> was required before sending more than {$2000.00} to a newly added bank account. Had I been notified of this change, the <em>fraud</em> could have been <em>prevented</em>. \n\nI was the victim of <em>identity</em> theft and reported the <em>fraud</em> promptly once discovered. I also fully cooperated by filing the required <em>identity</em> theft and police reports."]},"sort":[14.276403,"20151430"]},{"_index":"complaint-public-v1","_id":"12871074","_score":14.086059,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint because XXXX failed to protect my account after I explicitly warned them about suspicious activity and fraud. I applied for a credit.com account in XX/XX/year>. While waiting for the XXXX card to be sent via mail I never ended up getting the card. On XXXX XXXX I noticed I couldn't get into my account. My email was changed. I called them and they said that I had to send in documents to prove my identity before they could change it back to my original email. The person who took over my account had made about XXXX deposits transferring money back and forth from their apple account to my credit.com account. I had a suspected direct deposit of {$1000.00} coming to my account between XX/XX/XXXX and the XXXX got a notification from the depositor that my money had been sent to my bank acct which I still did not have access to so I called them AGAIN and verified AGAIN that I sent the email with proof of my Identification and to please update my email to my account. They said to please give it time for the verifying party to receive the documents. I told them no that the hacker is going to end up staying into my account and he told me that the card would be locked after they already spent {$450.00} ( at this time I did not know that yet ) he said it can no longer be used on the acct. and that the docs would have to be reviewed first before the email can be updated. I called back again on XX/XX/year> telling them they were supposed to update my email within XXXX hours to XXXX. He said he got my docs but the email is already updated. He said I called in the day prior and verified it. I NEVER called the day prior. ( I record all my phone calls with business for this reason. ) XXXX gave authorization to someone who had my information prob due to having my XXXX account which had pics of my social and birth certificate and all my passwords saved to it. He said that my email was updated to a gmail on file and I said it's not supposed to be gmail it is supposed to be icloud because I have been dealing with identity theft after XXXX of my gmail accounts were hacked as well as my ex 's XXXX accounts were all compromised. ( We used each others emails as the back up email for each other which ended up getting the other persons acct hacked as well ) because at first I thought it was my ex and I started to blame him then I realized his email accounts were compromised too. I had had my phone stolen prior to this but I do not think that i even had the app yet on that phone. At first I thought it could have been that too but after thinking about it it was from whoever hacked my XXXX account. There for not only did they give my information to someone they let that same person in my account and drain it over XXXX dollars. All while they were making me send in my documents over and over again they were letting the person who hacked my account change the information. My card never even made it to my front door nor did it make it to my hands. So there for when I was begging them to secure my account they were giving access to it to some stranger. I am now late on rent. I filed a police report and identify theft. But I been dealing with it for over a year now they can't do much about it. By the time they finally updated my email all my money was wiped gone. This is a clear violation of Regulation XXXX, as I did not authorize the transactions, and the institution failed to take reasonable steps to prevent fraud even after being warned. Additionally, XXXX allowed unauthorized changes to my account ( changing my email ) and gave account access to someone impersonating me over the phone. Everytime I try to call them about the dispute they act like they don't understand what I am trying to say to them. Oh and they still have yet to send me a new card. Oh and another thing it wont let me download statements for XXXX or XXXX it says there are none. When I first finally got into the account and was able to review everything and called them right away to dispute it they made my account disappear as if I never had an account. So I couldn't access anything. It was just gone. They finally put it back up once they denied the dispute which took them only XXXX day to do so.","date_sent_to_company":"2025-05-29T19:59:33.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"44070","tags":null,"has_narrative":true,"complaint_id":"12871074","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARD Corporation","date_received":"2025-04-08T21:48:03.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["He said that my email was updated to a gmail on file and I said it's not supposed to be gmail it is supposed to be icloud because I have been dealing with <em>identity</em> theft after XXXX of my gmail accounts were <em>hacked</em> as well as my ex 's XXXX accounts were all compromised. ( We used each others emails as the back up email for each other which ended up getting the other persons acct <em>hacked</em> as well ) because at first I thought it was my ex and I started to blame him then I realized his email accounts were"]},"sort":[14.086059,"12871074"]},{"_index":"complaint-public-v1","_id":"13031532","_score":14.05294,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint because XXXX failed to protect my account after I explicitly warned them about suspicious activity and fraud. I applied for a XXXX  account in XX/XX/year>. While waiting for the XXXX card to be sent via mail I never ended up getting the card. On XXXX XXXX I noticed I couldn't get into my account. My email was changed. I called them and they said that I had to send in documents to prove my identity before they could change it back to my original email. The person who took over my account had made about XXXX deposits transferring money back and forth from their apple account to my XXXX account. I had a suspected direct deposit of {$1000.00} coming to my account between XX/XX/XXXX and the XXXX got a notification from the depositor that my money had been sent to my bank acct which I still did not have access to so I called them AGAIN and verified AGAIN that I sent the email with proof of my Identification and to please update my email to my account. They said to please give it time for the verifying party to receive the documents. I told them no that the hacker is going to end up staying into my account and he told me that the card would be locked after they already spent {$450.00} ( at this time I did not know that yet ) he said it can no longer be used on the acct. and that the docs would have to be reviewed first before the email can be updated. I called back again on XX/XX/year> telling them they were supposed to update my email within XXXX hours to XXXX. He said he got my docs but the email is already updated. He said I called in the day prior and verified it. I NEVER called the day prior. ( I record all my phone calls with business for this reason. ) Card.com gave authorization to someone who had my information prob due to having my XXXX account which had pics of my social and birth certificate and all my passwords saved to it. He said that my email was updated to a gmail on file and I said it's not supposed to be gmail it is supposed to be icloud because I have been dealing with identity theft after XXXX of my gmail accounts were hacked as well as my ex 's XXXX accounts were all compromised. ( We used each others emails as the back up email for each other which ended up getting the other persons acct hacked as well ) because at first I thought it was my ex and I started to blame him then I realized his email accounts were compromised too. I had had my phone stolen prior to this but I do not think that i even had the app yet on that phone. At first I thought it could have been that too but after thinking about it it was from whoever hacked my XXXX account. There for not only did they give my information to someone they let that same person in my account and drain it over XXXX dollars. All while they were making me send in my documents over and over again they were letting the person who hacked my account change the information. My card never even made it to my front door nor did it make it to my hands. So there for when I was begging them to secure my account they were giving access to it to some stranger. I am now late on rent. I filed a police report and identify theft. But I been dealing with it for over a year now they can't do much about it. By the time they finally updated my email all my money was wiped gone. This is a clear violation of Regulation E, as I did not authorize the transactions, and the institution failed to take reasonable steps to prevent fraud even after being warned. Additionally, XXXX allowed unauthorized changes to my account ( changing my email ) and gave account access to someone impersonating me over the phone. Everytime I try to call them about the dispute they act like they don't understand what I am trying to say to them. Oh and they still have yet to send me a new card. Oh and another thing it wont let me download statements for XXXX or XXXX it says there are none. When I first finally got into the account and was able to review everything and called them right away to dispute it they made my account disappear as if I never had an account. So I couldn't access anything. It was just gone. They finally put it back up once they denied the dispute which took them only XXXX day to do so.","date_sent_to_company":"2025-04-17T22:38:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"44070","tags":null,"has_narrative":true,"complaint_id":"13031532","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARD Corporation","date_received":"2025-04-17T22:32:17.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["He said that my email was updated to a gmail on file and I said it's not supposed to be gmail it is supposed to be icloud because I have been dealing with <em>identity</em> theft after XXXX of my gmail accounts were <em>hacked</em> as well as my ex 's XXXX accounts were all compromised. ( We used each others emails as the back up email for each other which ended up getting the other persons acct <em>hacked</em> as well ) because at first I thought it was my ex and I started to blame him then I realized his email accounts were"]},"sort":[14.05294,"13031532"]},{"_index":"complaint-public-v1","_id":"9993278","_score":14.004604,"_source":{"product":"Checking or savings account","complaint_what_happened":"To preface, I am facing a sophisticated cyber attack shrouded in public corruption. I reported a fraudulent company & multi-million dollar scam to the FTC about XXXX months ago and the group orchestrating the scam is preventing me from communicating with others by phone or text or internet. To circumvent this I've been forwarding traffic from a variety of domains to websites I've created with information about the situation. It's escalated to the XXXX military working with XXXX of my cellular providers to monitor the traffic to and from XXXX of my phones. IP addresses assigned to the Dept. of Defense ( a few times also the XXXX XXXX XXXX XXXX ) are always showing up for the source of my cellular data, but I am yet to speak with anyone about what's going on. \n\nCurrently I am unable to spend money online using any bank or digital wallet, and I can not open a new bank account at any bank due to banks being unable to verify my identity after I enter my SSN. It seems as if I've been declared deceased and any use of my social security number is being refused. I recently moved to XXXX XXXX XXXX XXXX XXXX XXXX without much warning and it's possible someone reported me missing, but I'm unsure how to find out. This also could be a tactic by the group of scammers to prevent a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : XXXX. ) Wells Fargo, XXXX XXXX XXXX, and XXXX XXXX rejected my application to open a checking account because they could not verify my identity. \nXXXX. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected fraud '' being the reason on the cashier 's screen. I opened a new XXXX account and the same thing happened with that account at a different deposit location. \nXXXX. ) I added money to a XXXX pre-paid debit card, but when I tried to register the card online with my SSN they were unable to verify my identity, so I am unable to add a billing address, or make transfers or withdrawals. \nXXXX. ) I can not log into my account with XXXX because they can not verify my identity. \nXXXX. ) I received an email from XXXX about a credit inquiry, but I have not applied for anything except checking accounts in the past year. I received a similar email from XXXX, along with an email about being approved by a lender for a loan. I do not have access to any XXXX account currently. \n\nI am reporting this to keep record with the Consumer Financial Protection Bureau and in my own publicly-accessible list of reports. If there is anything your office can help with it's appreciated. If any action is taken on my behalf, PLEASE approach the situation with grave seriousness and be mindful of hacking and manipulation by highly premeditated social engineering tactics. \n\nThank you!","date_sent_to_company":"2024-09-02T17:31:18.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"89101","tags":null,"has_narrative":true,"complaint_id":"9993278","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-09-02T17:17:39.000Z","state":"NV","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":["This also could be a tactic by the group of scammers to <em>prevent</em> a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : XXXX. ) Wells Fargo, XXXX XXXX XXXX, and XXXX XXXX rejected my application to open a checking account because they could not <em>verify</em> my <em>identity</em>. \nXXXX. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected <em>fraud</em> '' being the reason on the cashier 's screen."]},"sort":[14.004604,"9993278"]},{"_index":"complaint-public-v1","_id":"21776845","_score":13.887924,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My account had a complete takeover in XXXX a hacker game controller my account without my knowledge throughout a month 's period and with through multiple amounts out of my cash app balance that was paid peer-to-peer to me they were for donations from my mother 's funeral to help put her in the ground anyhow they accuse me of money laundering and since after the day they gave me a final withdrawal account transfer I disputed all the unauthorized withdrawals that the hacker used to their bank account I no longer have access to the cash tag or email or phone number I forgot the cash tag it's been so long because they permanently blacklisted my account I have no problem complying to myself with the funds come from but they refuse to give me a transaction history and it refused to give me any access to my accounts that are verified with my DL and SN I've asked them to escalate this to a identity theft tear support team or someone with a jurisdiction in their department to actually help me in my case I have lost money that was donated by people and it was multiple people I had to go fund me set up but I have people send it to my personal cash app instead of having to pay the XXXX  fee but anyhow catch up didn't want to hear that at the time their AI automatic system detection said I was laundering money but cash app support just hangs the phone up on me I can't give them the email cash tag or phone number but I can give them every bit of my identity I got my birth certificate social security card my ID driver 's license social security number my ID number and they will not escalate to search for my account I'm not asking to appeal the closure I'm very discouraged because I had my account taken over and my money stolen and the hacker was so good I didn't even notice on my own device that the response being taken for my account throughout a month. I don't know how to explain what the XXXX did I'm not the actor I'm the victim and catch up support team has refused to help me in any way and at the time they double locked my account now a t o s they refuse to give me any information I'm pretty sure I'm not going to response by letter but if I need to send another one to their mailing address to enforce this I don't know what to do I'm at a standstill and I'm relying on cfpb to help me please all I'm asking is for them to give me back access to the verified account that was initially and violation of the original terms and services that caused all the other counts that I tried to make since then be in violation of terms because their system support team told me to create a cash out and talk to the chat support well that doesn't do you no good because I can not verify any account to say who I am I'm permanently barred blacklisted in my account and I can not give you the exact amount of money stolen because it was a disputed unauthorized transactions of multiple transactions the sun was greatly over XXXX Plus but I did on the final withdrawal use my cousin 's banking direct deposit cuz they had a time limit set on me and XXXX the {$2800.00} that was remaining a very discouraged they refused to help in any way refused to locate the accounts verified with my social security number I'm willing to provide any documentation saying who I am I have no problems dealing with the Federal government or law enforcement I can prove who I am and that the account was paid payments into my name and my social security number legally my money I can't get the iRS to get all transaction history from Cash app so I'm trying to prevent any type of further fraud in any way or tax fraud simply cash app refuses to release any documents I know that the case seems sketchy but they did have in every way the account block XXXX and I'm sure that the undisputed unauthorized transactions were not me and no connection to me and I disputed every single one of them as cash app support team told me to. I'm not wanting to go to the escalation of the lawsuit filed against cash app due to security issue breach and their security not handling fraudulent accounts or takeovers properly because XXXX is not nowhere near the money that was stolen from me and I was not told or notified about it. Cash that basically barred me since that day I believe that they made the account inaccessible permanently to hold the funds that were disputed into their name I feel catch up as stolen for me because they prevented me from getting my money back in the first place and then they're XXXX lawsuit civil suit is nowhere near what they put me through and what I've lost I was not even able to bury my mom I had to cremate her cuz that's how bad I got done. I'm willing to prove and give any information that is needed to them but they still do not care the chatbot support team on the app do not help they hang up the phone even when I asked the cash app support team to escalate it to the Identity theft protection team whatever they're called they just refuse to hang up or ignore me when I say are you going to just ignore me and they just will not give me no answers I'm sure I've given them accurate information about the account but they just freeze and they freak out and they treat me like I'm a criminal and they're not helpful I'm not a fraud I'm not a hacker I'm not trying to get anything other than what's mine return to me and if it is not been returned into the enclosed or barred account I need to figure out what I need to do because cash that prevented me from following the precise measures to getting my money back to me in return it is illegal for them to steal my money they have not given me any answers to where my unauthorized funds are from the disputed that I had made on the initiative day upon getting into the final withdrawal account. I followed their instructions and all it did was keep me in prevent me from any way and I didn't even have enough time or not knowledge of how to handle identity that or a complete account takeover at the time I didn't notice screenshot every single thing when I only had a couple hours to get the money out of the account I didn't think the account wouldn't be inaccessible ever again right I didn't verify to the team that got me into the final withdrawal team in recovery of my funds that I was who I was so why did they ask you like the situation into been in the person that got stolen from cash app I believe stole the money and my eyes either way it's their fault that I haven't got my money or returned my money that is in my name that was stolen out of my verified of cash check account the account that was originally verified with my identity but I have multiple accounts since then I've tried to make multiple accounts to get them to help me with this and that obviously caused a problem cash uapp support team never told me that creating another account like they told me to do so to gain access to the chat bot support team would cause more problems and then more chaos and to getting my recovery of my funds I'm willing to give any documentation I'm very discouraged that cash app is refusing to help me and I am who I am and I am the rightful owner of that money regardless of whatever they say if they had a terms of violation of what they say money laundering why has the federal government not contacting me about this situation why is the cash app not notified me about the verified accounts mailing address that's on the account originally listed I have a mailing address you know they could have gave me a notice in the mail of this whole situation because whoever the hacker was it seems to me was a cash app support agent themselves I used their cash app official phone number now you tell me that it you got a cash app support member that is willing to sabotage a customer 's balance and money that they couldn't do so it is a possibility it seems to me that they refuse any help to me that's stealing for me no matter which way I see it they're supposed to protect their customers not attack them","date_sent_to_company":"2026-05-01T02:40:57.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"760XX","tags":null,"has_narrative":true,"complaint_id":"21776845","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-05-01T02:15:09.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["they freak out and they treat me like I'm a criminal and they're not helpful I'm not a <em>fraud</em> I'm not a <em>hacker</em> I'm not trying to get anything other than what's mine return to me and if it is not been returned into the enclosed or barred account I need to figure out what I need to do because cash that <em>prevented</em> me from following the precise measures to getting my money back to me in return it is illegal for them to steal my money they have not given me any answers to where my unauthorized funds are"]},"sort":[13.887924,"21776845"]},{"_index":"complaint-public-v1","_id":"7804794","_score":13.751823,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX, my Apple ID was hacked and taken over. That evening I received a call from XXXX, the Apple Card Goldman Sachs number. I had two recent fraudulent transactions : {$9600.00} on XXXX and {$3600.00} on XXXX both attempted at XXXX XXXX somewhere in Florida. The caller claimed to be a representative from Apple Card services. The caller told me that they could see that I had fraudulent activity on my account. The caller knew the specific amounts of the two fraudulent transactions and where they were from, as well as my last legitimate transaction {$32.00} at XXXX. The caller also knew my address and asked me to confirm it. The caller said he needed to send me a message to my Apple ID with a code to verify my identity so that he could secure my account. \n\nThat is where everything went wrong. \n\nAs soon as I gave the representative the code, I got an alert saying that my password had been changed. I began trying to change the password backand was not as fast as the hacker. \n\nThat code is what gave the hacker access to my apple account -- which allowed him to change the trusted phone number, password, and ultimately the email/Apple ID on the account. Once he took over my account, he then had access to my apple wallet which not only had my Apple Credit Card, but also my XXXX XXXX, and my XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Within moments, he had transferred {$500.00}, {$500.00}, {$500.00} out of my account checking account through Apple Cash.\n\nIn the same moment of the first Apple Cash transfer and realizing he was actually a hacker/scammer, I also received a text from my bank asking if the {$500.00} was a fraudulent transaction. The text message allowed me to report the transaction as a fraudulent charge and request a call from the fraud department. Within moments, I spoke with the fraud department and canceled my card. However, the hacker had already succeeded in completing the three charges before I was able to cut off my card. My bank began a fraud investigation with Apple Cash at this time. \n\nNext, I opened my XXXX mobile app to lock my card and request a new number. Thankfully, the hacker had not made any charges on my XXXX card. \n\nAfter that call, I contacted Apple Card Services to place a hold on my account so that the card could not be used while I attempted to sort out the Apple ID credentials and hopefully regain access to my account. It took a few hours to speak to a person from Apple Card Services, so some charges were made during that timebut Apple Card was able to deny them without problem. Once I spoke to someone, a hold was placed on my account and I was told to call back once I got everything sorted out to regain access to my card.\n\nThat evening, I began my first of many conversations with Apple Support trying to recover my account. Each conversation with Apple has been extremely difficult simply because my apple identity no longer is supported by Appleessentially when the hacker took over my account, he erased my identity. ( While there is encrypted data that will always live on in the Apple world with my previous Apple ID, my old Apple ID is no longer supported, and therefore it appears as if it doesnt exist ). Working with the specialist, I submitted tickets to Apple technical support to help with account recovery or activation lock. Unfortunately, I was unsuccessful in gaining access to my original Apple ID, and it was apparent that I was going to have to create a new Apple Identity and then get past the activation lock. Throughout this entire process, each time I spoke with a specialist, they told me they were leaving detailed notes on my account. Each time I spoke with anyone from Apple Card or Apple Support I continued to have to detail the entire ordeal over as if the notes did not exist while new notes were being created. \n\nOn XX/XX/XXXX, as soon as the fraudulent transactions were posted to my bank account and I was able to see the phone number for Apple Cash, I called in to see if I could start a dispute on the charges. At first it was not easy to do because my Apple ID was no longer supported by Apple. Thankfully, because I was the family organizer within our Apple family, using my childs device, I was able to see the email address of the hacker who took over my account -- and was able to provide that email address/Apple ID to the Apple Cash representative. With that information, the representative was able to see all of the transactions. That day, I created a dispute case with Apple Cash representative. She also helped me by blocking the hacker from having access to my children 's accounts. She told me that I should be hearing back from someone within about ten days about the dispute. \n\nFast forward to XX/XX/XXXX, I got a letter from my bank stating that they have granted me a provisional credit for the {$1500.00} while they continue to investigate the fraud. \n\nThen on XX/XX/XXXX, I got another letter from my bank, with included documents from Apple Cash stating that because all of the charges were done through the wallet using \" XXXX  '' they must have been authorized by user -- and if I felt like I had a legitimate dispute to respond in writing to them. Before I sat down to respond, I called Apple Cash back to check on the status of my dispute, speaking with XXXX, which is when I found out that they had been sending emails and not getting any response. I asked which address the emails had been going to and was told that the emails were being sent to the Apple ID on file. The emails about the dispute were being sent to the hacker himself. Imagine how dumbfounded I was to find out that I had opened a dispute case to get money back that was stolen from me only to find out that the person who stole it from me was receiving emails about the dispute. I was told \" this is just how the system works and you should pray about it. \n\nThe information from Apple Cash stated a few key points which I sent to my bank in my dispute email : This dispute was not from my original dispute, but the banks dispute. \nThe phone number of the account holder ( XXXX ) is not mine ( ending in XXXX ) ( nor my husbands -- ending in XXXX ). Our phone numbers have been the same for well over a decade ( I did change my number when I moved from XXXX, NC to XXXX NC in XXXX -- but I've had the same number since ... My husband has had the same phone number for at least 20 years. ) In the dispute paperwork, it says that for tenure \" most recent card added in the last 7 days of transaction. For device trust is a \" new device with not enough history and information to establish trust in the XXXX XXXX. '' The Phone number trust is a \" new phone number on a device '' with \" insufficient history and information to establish trust in the Apple ecosystem '' How was this not called into question? \nAt the top of the same sheet, it shows that I sent apple cash to my child in XXXX. Considering the previous tenure/new device/new number, how would any of this be possible if I have been using Apple cash with my debit card, Apple ID ( established XXXX XXXX ), and ( this ) phone ( since XX/XX/XXXX )? \nThe Apple Cash was sent to \" XXXX '' which XXXX tells me is a \" prepaid mobile phone. '' I have never sent money to any prepaid mobile phones through any of my apple cash .... And, my carrier is XXXX XXXX XXXX, and have never had a prepaid service. I mainly only send my children money through apple cash, as this is their main way of receiving their allowance. \nOn XX/XX/XXXX, I went to an Apple Genius Bar where I was able to complete the process of resetting my phone and getting a new Apple IDwhich will finally allow me to start over in the XXXX XXXX \n\nOn XX/XX/XXXX, I called Apple Support to update my Apple ID in the system. Then I was switched to Apple Cash where I first found out that the hacker was awarded the dispute, so the money was given back to the hacker -- but thankfully with blocking the account that my first Apple Cash representative did, it locked the hacker from having access to the money. But, I also don't have access to it. Then I was sent to a supervisor who worked very hard to connect a lot of dots to help possibly get the money that I do not have access to awarded to me so that I can pay my bank back. \n\nFinally, I think spoke with Apple Card where I was hopeful to sort out my Apple Card issues. Previously, I had been given the impression that I could transfer the card account to a new ID ( so much so that I have notes about it ), but I found out on Monday, XX/XX/XXXX that my Apple Card could not be transferred to a different account -- that it would always be associated with the previous account. I asked to close the account, and then inquired about how I would receive my bills, as Apple Card users receive their bills within their Apple Wallet app. I was told that the bill would be sent via email. When I asked the representative if the email containing the bill would be coming to my new Apple ID email or if she wanted another email address, she let me know that the bills would be going to the Apple ID email on the account associated with the Apple Card. Meaning that the hacker will get a monthly email from Goldman Sachs Apple Card with my personal information. I challenged, and begged the representative to change this and not allow this to happen and was told \" there is nothing we can do '' and \" I can put a note in your account. '' I told the representative that I had very little faith in the notes that were left on my account. I asked to escalate to a supervisor above her and was told there was no one who could do anything to prevent the hacker from getting my personal information -- or for me to get a bill without calling in, verifying my identity, and requesting one each month.\n\nI am very concerned about the fact that the hacker already had so much access to my personal information from the security breach that took place when he hacked my Apple ID, but finding out that he got more personal information during the Apple Cash dispute, and that he will continue to get my personal information monthly for the foreseeable from Apple Card until the outstanding balance is satisfied is alarming and should be easily preventable. \n\n-- - In addition to all of this, I have also created a police report, a report with my attorney general, a report with the FBI, and the FTC.","date_sent_to_company":"2023-11-06T01:15:33.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"27103","tags":null,"has_narrative":true,"complaint_id":"7804794","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-11-06T00:30:02.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I asked to escalate to a supervisor above her and was told there was no one who could do anything to <em>prevent</em> the <em>hacker</em> from getting my personal information -- or for me to get a bill without calling in, <em>verifying</em> my <em>identity</em>, and requesting one each month."]},"sort":[13.751823,"7804794"]},{"_index":"complaint-public-v1","_id":"11391500","_score":13.604033,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Regarding Wells Fargo Fraud Handling and Security Failures To Whom It May Concern : I am writing to file a formal complaint against Wells Fargo ( WF ) regarding egregious failures in fraud prevention, customer security, and their subsequent victim-blaming practices. I am appalled by WFs handling of fraud incidents involving my accounts, particularly their refusal to acknowledge their systemic security shortcomings, which directly facilitated these events. \n\nOverview of the Fraudulent Activity and WFs Role On XX/XX/XXXX, a U.S. Postal Service employee at the XXXX XXXX XXXX XXXX in XXXX, FL, stole an IRS payment voucher and check that contained my Social Security Number ( SSN ) and checking account information. In response to this mail theft, I took immediate steps to mitigate potential identity theft by filing complaints with the U.S. Postal Service, completing FTC and IRS identity theft forms, and placing a credit freeze with all three major credit reporting agencies. I have to documentation to substantiate this. \n\nDespite the preventive measures I took and WFs knowledge of my compromised SSN, WF failed to flag my accounts as vulnerable or take any protective actions. This negligence is unconscionable. Had WF simply noted in their records that my SSN and banking information had been compromised, the subsequent events could have been entirely prevented. WF is criticized in on-line reviews of relaying too heavily on SSNs for authentication of clients ' identity. \n\nSecond Incident WFs Security Failures and Impersonation Scam The criminal postal employee and/or dark web accomplices impersonated me and HACKED the WF automated banking system. The criminals had old account numbers from XX/XX/XXXX and my SSN, address, name and cell number. They obtained access to my summary of WF accounts- which includes last four digits of the account number and the current balances. \n\n\nOn XX/XX/XXXX, I used the same XXXX XXXX XXXX XXXX to mail an IRS 940 tax payment, which was similarly intercepted by a criminal postal employee. The first time I used the XXXX XXXX XXXX  in two years and the check and tax form were stolen. This led to multiple fraudulent actions : An altered 940 IRS tax return was sent, falsely claiming I owed {$19000.00} when I actually owed {$2400.00}. \nA fake {$8000.00} check was created and flagged by WF fraud detection on XX/XX/XXXX. \n\nOn XX/XX/XXXX a WF fraud team member called and introduced himself as a WF fraud team member. That was the only measure he took to verify his identity. The WF Frau team member put a hold on the fake check and closed my business checking account over the phone without any secure verification process. This serious lack of security set the stage for further exploitation. \n\nOn XX/XX/XXXX, criminals impersonating WF fraud representatives contacted me repeatedly via cell and text messages. Using information obtained by hacking WFs automated banking system they induced a state of panic and convinced me they were actually with WF and trying to protect me from a hostile credit takeover. \n\nThe scammers possessed : Accurate account balances. \nLast four digits of all my WF checking, savings and WF LOC account. \nMy SSN, name, address, and phone number. \n\nThe impersonators manipulated me into authorizing fraudulent transactions, gaining access to multiple WF accounts, credit lines, and linked platforms like XXXX. I was in a state of panic and they took full advantage of that. WF fraud team members have cruelly stated to me, \" We know you were scammed and we think you should have known better. '' WFs Scapegoating and Victim-Blaming Rather than take responsibility for their glaring and very serious security failures, WF fraud team members engaged in egregious corporate victim-blaming and scapegoating. They have accused me of participating in and benefiting from these fraudulent transactions, despite clear evidence of being scammed. A letter from the WF Fraud Team dated XX/XX/XXXX, absurdly claimed I owe WF {$100000.00}, based on a presumption that leftover funds in my account was evidence of intentional theft. Who made the decision to infer that I am a criminal? Who decided to block online access to my personal checking and saving account Why? \n\nWF reimbursed some fraudulent CC charges exceeding {$18000.00}, yet inexplicably decided I was financially responsible for other transactions. This inconsistency is INDEFENSIBLE and raises serious questions about WFs decision-making process and judgement. \n\nFurthermore : 1. On XX/XX/XXXX, a WF fraud specialist informed me that their automated banking system was likely hacked, allowing criminals to access account summaries. I was instructed to place a hold on any future automated banking. Despite this, WF fraud team subsequently claims to have no record of this. Despite placing a hold on automated banking they claim to have no record that I even requested the hold they told me to activate. This is unconscionable. As of XX/XX/XXXX my WF accounts have a block on any automated banking and the WF team tells me they dont know how it was activated. I have a transcript/recording to prove the block on automated banking is in place. \nXXXX. On XX/XX/XXXX, I requested all records the WF fraud team used to accuse me of theft. WF fraud team promised these documents within 30 days but has failed to deliver them. \n\nPublic Safety & WF Accountability WFs security failures are not just lapsesthey are systemic negligence. Instead of addressing the vulnerabilities in their automated systems and fraud team security protocols, WF has scapegoated me, their customer, to deflect responsibility. This is nothing less than vicious and unconscionable corporate victim-blaming of the highest order. \n\nI will not allow WF to scapegoat me, and ruin me financially, while evading accountability. I am committed to exposing these issues and systemic negligence to help others who might be victims by : Sharing my story with any and every news outlet, reporter, regulatory agency, or social media platform willing to listen. \nAdvocating for stricter banking regulations to prevent similar abuses to others in the future. \n\nClosing Wells Fargos treatment of me is unacceptable and reflects a systemic disregard for customer security and fair treatment. The WF frau team is blatantly victim blaming and scapegoating me in a shameful display of corporate greed and arrogance. I urge you to address this matter promptly and responsibly. \n\nSincerely, XXXX XXXX.","date_sent_to_company":"2025-01-05T19:05:06.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"330XX","tags":null,"has_narrative":true,"complaint_id":"11391500","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-01-05T18:47:58.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["A fake {$8000.00} check was created and flagged by WF <em>fraud</em> detection on XX/XX/XXXX. \n\nOn XX/XX/XXXX a WF <em>fraud</em> team member called and introduced himself as a WF <em>fraud</em> team member. That was the only measure he took to <em>verify</em> his <em>identity</em>. The WF Frau team member put a hold on the fake check and closed my business checking account over the phone without any secure <em>verification</em> process. This serious lack of security set the stage for further exploitation."]},"sort":[13.604033,"11391500"]},{"_index":"complaint-public-v1","_id":"10011759","_score":13.419437,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX account XXXX To preface, I am facing a sophisticated cyber attack shrouded in public corruption. I reported a fraudulent company & multi-million dollar scam to the FTC about 4 months ago and the group orchestrating the scam is preventing me from communicating with others by phone or text or internet. To circumvent this I've been forwarding traffic from a variety of domains to websites I've created with information about the situation. It's escalated to the XXXX military working with XXXX of my cellular providers to monitor the traffic to and from XXXX of my phones. IP addresses assigned to the XXXX. of XXXX ( a few times also the XXXX XXXX XXXX XXXX ) are always showing up for the source of my cellular data, but I am yet to speak with anyone about what's going on. \n\nCurrently I am unable to spend money online using any bank or digital wallet, and I can not open a new bank account at any bank due to banks being unable to verify my identity after I enter my SSN. It seems as if I've been declared deceased and any use of my social security number is being refused. I recently moved to XXXX XXXXXXXX XXXX from XXXXXXXX XXXX  without much warning and it's possible someone reported me missing, but I'm unsure how to find out. This also could be a tactic by the group of scammers to prevent a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : 1. ) XXXX XXXX, Bank XXXX XXXX, and XXXX bank rejected my application to open a checking account because they could not verify my identity. \n2. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected fraud '' being the reason on the cashier 's screen. I opened a new XXXX account and the same thing happened with that account at a different deposit location. \n3. ) I added money to a XXXX pre-paid debit card, but when I tried to register the card online with my SSN they were unable to verify my identity, so I am unable to add a billing address, or make transfers or withdrawals. \n4. ) I can not log into my account with XXXX because they can not verify my identity. \n5. ) I received an email from XXXX about a credit inquiry, but I have not applied for anything except checking accounts in the past year. I received a similar email from XXXX, along with an email about being approved by a lender for a loan. I do not have access to any XXXX account currently. \n\nThe other big issue I have been wondering about is that my credit score jumped up XXXX points not long ago without me making a single payment. Nothing was old enough to drop off from contributing to the score I am reporting this to keep record with the Consumer Financial Protection Bureau and in my own publicly-accessible list of reports. If there is anything your office can help with it's appreciated. If any action is taken on my behalf, PLEASE approach the situation with grave seriousness and be mindful of hacking and manipulation by highly premeditated social engineering tactics. \nThank you!","date_sent_to_company":"2024-09-04T04:42:49.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"89101","tags":null,"has_narrative":true,"complaint_id":"10011759","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-09-04T04:42:46.000Z","state":"NV","company_public_response":null,"sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["This also could be a tactic by the group of scammers to <em>prevent</em> a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : 1. ) XXXX XXXX, Bank XXXX XXXX, and XXXX bank rejected my application to open a checking account because they could not <em>verify</em> my <em>identity</em>. \n2. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected <em>fraud</em> '' being the reason on the cashier 's screen."]},"sort":[13.419437,"10011759"]},{"_index":"complaint-public-v1","_id":"10011497","_score":13.412193,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Cashapp XXXX XXXX Cashapp XXXX XXXXXXXX To preface, I am facing a sophisticated cyber attack shrouded in public corruption. I reported a fraudulent company & multi-million dollar scam to the FTC about 4 months ago and the group orchestrating the scam is preventing me from communicating with others by phone or text or internet. To circumvent this I've been forwarding traffic from a variety of domains to websites I've created with information about the situation. It's escalated to the U.S. military working with one of my cellular providers to monitor the traffic to and from one of my phones. IP addresses assigned to the Dept. of Defense ( a few times also the XXXX XXXX XXXX XXXX ) are always showing up for the source of my cellular data, but I am yet to speak with anyone about what's going on. \n\nCurrently I am unable to spend money online using any bank or digital wallet, and I can not open a new bank account at any bank due to banks being unable to verify my identity after I enter my SSN. It seems as if I've been declared deceased and any use of my social security number is being refused. I recently moved to XXXX XXXX, Nevada from XXXX, IL without much warning and it's possible someone reported me missing, but I'm unsure how to find out. This also could be a tactic by the group of scammers to prevent a XXXX investigation in XXXX XXXX after I've been declared XXXX in XXXX. \n\nHere 's what's happened in the past week : 1. )  XXXXXXXX XXXX XXXX XXXX XXXXXXXX, and XXXX XXXX  rejected my application to open a checking account because they could not verify my identity. \n2. ) I was unable to deposit cash into my Cashapp account with an error message of \" suspected fraud '' being the reason on the cashier 's screen. I opened a new Cashapp account and the same thing happened with that account at a different deposit location.\n\n3. ) I added money to a XXXX pre-paid debit card, but when I tried to register the card online with my SSN they were unable to verify my identity, so I am unable to add a billing address, or make transfers or withdrawals. \n4. ) I can not log into my account with XXXX because they can not verify my identity. \n5. ) I received an email from XXXX about a credit inquiry, but I have not applied for anything except checking accounts in the past year. I received a similar email from XXXX, along with an email about being approved by a lender for a loan. I do not have access to any XXXX account currently. \n\nI am reporting this to keep record with the Consumer Financial Protection Bureau and in my own publicly-accessible list of reports. If there is anything your office can help with it's appreciated. If any action is taken on my behalf, PLEASE approach the situation with grave seriousness and be mindful of hacking and manipulation by highly premeditated social engineering tactics. \nThank you!","date_sent_to_company":"2024-09-04T04:26:26.000Z","issue":"Problem adding money","sub_product":"Mobile or digital wallet","zip_code":"89101","tags":null,"has_narrative":true,"complaint_id":"10011497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-09-04T04:20:07.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This also could be a tactic by the group of scammers to <em>prevent</em> a XXXX investigation in XXXX XXXX after I've been declared XXXX in XXXX. \n\nHere 's what's happened in the past week : 1. )  XXXXXXXX XXXX XXXX XXXX XXXXXXXX, and XXXX XXXX  rejected my application to open a checking account because they could not <em>verify</em> my <em>identity</em>. \n2. ) I was unable to deposit cash into my Cashapp account with an error message of \" suspected <em>fraud</em> '' being the reason on the cashier 's screen."]},"sort":[13.412193,"10011497"]},{"_index":"complaint-public-v1","_id":"10011757","_score":13.396341,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX account XXXX To preface, I am facing a sophisticated cyber attack shrouded in public corruption. I reported a fraudulent company & multi-million dollar scam to the FTC about XXXX months ago and the group orchestrating the scam is preventing me from communicating with others by phone or text or internet. To circumvent this I've been forwarding traffic from a variety of domains to websites I've created with information about the situation. It's escalated to the XXXX military working with XXXX of my cellular providers to monitor the traffic to and from XXXX of my phones. IP addresses assigned to the XXXXXXXX XXXX XXXXXXXX ( a few times also the XXXX XXXX XXXX XXXX ) are always showing up for the source of my cellular data, but I am yet to speak with anyone about what's going on. \n\nCurrently I am unable to spend money online using any bank or digital wallet, and I can not open a new bank account at any bank due to banks being unable to verify my identity after I enter my SSN. It seems as if I've been declared deceased and any use of my social security number is being refused. I recently moved to XXXX XXXXXXXX XXXX  from XXXX, IL without much warning and it's possible someone reported me missing, but I'm unsure how to find out. This also could be a tactic by the group of scammers to prevent a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : 1. ) XXXX XXXXXXXX XXXX XXXX XXXX, and XXXXXXXX XXXX rejected my application to open a checking account because they could not verify my identity. \n2. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected fraud '' being the reason on the cashier 's screen. I opened a new XXXX account and the same thing happened with that account at a different deposit location. \n3. ) I added money to a XXXX pre-paid debit card, but when I tried to register the card online with my SSN they were unable to verify my identity, so I am unable to add a billing address, or make transfers or withdrawals. \n4. ) I can not log into my account with XXXX because they can not verify my identity. \n5. ) I received an email from XXXX about a credit inquiry, but I have not applied for anything except checking accounts in the past year. I received a similar email from XXXX, along with an email about being approved by a lender for a loan. I do not have access to any XXXX account currently. \n\nThe other big issue I have been wondering about is that my credit score jumped up XXXX points not long ago without me making a single payment. Nothing was old enough to drop off from contributing to the score I am reporting this to keep record with the Consumer Financial Protection Bureau and in my own publicly-accessible list of reports. If there is anything your office can help with it's appreciated. If any action is taken on my behalf, PLEASE approach the situation with grave seriousness and be mindful of hacking and manipulation by highly premeditated social engineering tactics. \nThank you!","date_sent_to_company":"2024-09-04T04:42:49.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"89101","tags":null,"has_narrative":true,"complaint_id":"10011757","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-09-04T04:42:46.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["This also could be a tactic by the group of scammers to <em>prevent</em> a murder investigation in XXXX XXXX after I've been declared dead in XXXX. \n\nHere 's what's happened in the past week : 1. ) XXXX XXXXXXXX XXXX XXXX XXXX, and XXXXXXXX XXXX rejected my application to open a checking account because they could not <em>verify</em> my <em>identity</em>. \n2. ) I was unable to deposit cash into my XXXX account with an error message of \" suspected <em>fraud</em> '' being the reason on the cashier 's screen."]},"sort":[13.396341,"10011757"]},{"_index":"complaint-public-v1","_id":"13414743","_score":12.996006,"_source":{"product":"Checking or savings account","complaint_what_happened":"SoFi has engaged in repeated negligence by failing to implement proper security measures and disregarding my requests to close my account. Key instances of this negligence include : Failure to Freeze Account and Cards After Fraud Report : On Friday XX/XX/XXXX XXXXXXXX XXXX I contacted SoFi 1 hour and 15 min 3 times to report fraudulent activity and requested immediate action. \nIn one of the phone calls with the fraud department, I ask SoFi to open a new account with a different routing and account number, so the actor could no longer access my funds. They did not do this and said it will be investigated I have got screenshots and evidence to prove it.\n\nDespite this, SoFi failed to freeze my account or deactivate the associated debit cards throughout the entire weekend. This inaction allowed the attacker to freely access and drain the account without any protection in place. I followed up on Monday XX/XX/XXXX, I contacted SoFi in 2 separated occasions of 1 hour and 5 minutes and 53 minutes at which point, SoFi acknowledged that no preventative measures had been implemented, the lady set that she will freeze my cards at that point, i ask them why was not this done in the first place, the fact that I spend so much time speaking to SoFi bank allowed the actor to continue to damage or open other fraudulent accounts on my email. \nXX/XX/XXXX at XXXXXXXX XXXX tuesday morning, I received an e-mail saying my account has been restricted due to irregular activity. I called the bank and told them to please freeze the account and that I told them repeatedly trough the week since friday 2nd that theres an impostor and my account should be frozen. After spending nearly 3 hours on the phone with SoFi in 2 different occasions, I send them a letter with a formal complaint due to negligence. I received a reply immediately and I had to speak to them at the phone a 3rd time, the person who I spoke to at XXXX XXXX was very apologetic and told me they opened different account will credit all my money back. Then he said that once all the funds were on the account, I will be able to call them to verify it was me and will be able to remove all the funds. The next morning I received a message saying my account is unfrozen and that I am able to access all of my funds. I called to get verified and remove my funds. They had set a restriction at {$5.00} per day only and {$15.00} per month only. \nI spoke to 4 customer sale agents and the only one who check my identity via video call was the last one. All the others would of let me access my funds without verifying my face first.\n\nIt took me 2 hours and 52 minutes to finally transfer my money out of the account.\n\nAll of these conversations are recorded and fully demonstrable. I formally demand that SoFi recognize this incident as a case of malpractice and gross negligence. The only response given was that an investigation would be conducted, instead of immediately freezing the cards, or open a new one and make a transfer to keep the remaining funds safe, which would have been protective measures to secure my assets. SoFi was the only institution that left my account full exposed to the attacker, without safeguards, for an entire weekend.\n\nFailure to Implement Promised Video Verification : SoFi promised to verify my identity through video calls as an additional layer of security, which was not conducted, thereby violating their own security protocols.\n\nFailure to Properly Protect New Accounts : A new account was created by SoFi under my name, which was also left unprotected, leading to the hacker accessing the new account without proper verification or safeguards.\n\nNo Timely Action : Despite my repeated complaints, SoFi failed to act promptly to address the breach or properly freeze the compromised accounts, thereby facilitating ongoing access for the hacker.","date_sent_to_company":"2025-05-13T20:35:00.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34104","tags":null,"has_narrative":true,"complaint_id":"13414743","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-05-08T21:29:28.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Failure to Implement Promised Video <em>Verification</em> : SoFi promised to <em>verify</em> my <em>identity</em> through video calls as an additional layer of security, which was not conducted, thereby violating their own security protocols.\n\nFailure to Properly Protect New Accounts : A new account was created by SoFi under my name, which was also left unprotected, leading to the <em>hacker</em> accessing the new account without proper <em>verification</em> or safeguards."]},"sort":[12.996006,"13414743"]},{"_index":"complaint-public-v1","_id":"4256334","_score":12.719906,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been victim of identity theft. I first discovered someone ( that I do not know ) opened an account in XXXX XXXX XXXX using my name by receiving the letter dated XX/XX/21. I reported to the bank fraud department same date, I also discovered fraud happened in my XXXX accounts when I went to the branch on XXXX.I reported to their fraud department and reported to the police department the same date. I also reported to FTC later as well. \n\nI called and placed freeze on my credit file and account with Experian credit agency on XX/XX/21 and prior to that freeze I called XXXX on XX/XX/21 that suppose to notify Experian and Transunion agency to place one year alerts on my accounts. Also later on, seven years alerts were placed on XX/XX/21 to all of my files and accounts in all of these three major credit agencies. \n\nYesterday on XX/XX/21, I also tried to sign for online account with Experian credit bureau website to be able to monitor my account more closely that the website and online system did not allow me to sign up for new online account. It gave me a notice that you already have an account and should answer to the security question. \n\nSince I never opened the new account with Experian, I tried to get help on line or by live representative by calling Experian that I was not successful. Experian did not offer any live customer service to notify the Experian of the problem. \n\nUnfortunately, it seen that the online system of all these three major agencies had been used by someone who stole my identity to open online account without my knowledge and authorization. All my sensitive information have been exposed and that person has had access to all my credit reports and sensitive information since the online account had been opened. \n\nThe Experian credit bureaus website did not allow me to report the fraud online activity to be able to lock or disable the online account immediately. \n\nI should mail them my concern and request that is time consuming and will not be done immediately. \n\nExperian has not created prevention or solution for this unauthorized online account opening at all that is very crucial for someone like me that have been victim of their negligence. \n\nI was not able to request to lock and disable the online account access immediately to prevent further access by the scammer and thief who opened the account using my name and information without my knowledge and authorization. \n\nWhy Experian credit bureau that I has been informed about the fraud on my account last month, did not inform me of this online opening account? \n\nWhy Experian has not stopped the online access to prevent further damage by that thief who stole my identity and opened the online account to gather more information about me and my sensitive information? \n\nExperian did not offer live customer service to be able to resolve this matter immediately. \n\nI will send my request letter via mail to disable the online account that opened without my authorization, knowledge, and permission. \n\nSince last month that fraud and identity theft has happened, this scammer/hacker/ criminal/thief has been constantly trying to ruin my life and take advantage of my information and my excellent credits by going to five different bank accounts so far and has been applying for credit cards and personal loan using my name and my other information. \n\nI was never informed and did not receive any notice in the mail regarding this online account with Experian that is a major bureau that supposed to protect my file more carefully and have stronger security to avoid strangers and thief get access to all my information in the credit report. \n\nExperian was informed of the fraud last month and did not do any investigation to make sure the source of the leak of my information and breach was not coming from their company. Even after I contacted them to place alerts and freeze on my credit file, the agency did not bother to even to try to investigate the source identity theft and fraud that I reported on XX/XX/21 and asked them to place security freeze. \n\nI never received any security code to my cell phone or email address for verification and authentication purposes. \n\nThanks to the Experian credit burau 's unsecure account opening, the strange scammer person/thief has easily opened online accounts using my name and limited information and now by accessing to my credit reports online knows everything about all the details about my credit history and my life. \n\nI had not requested any address changes and I had not changed my cell phone or home phones last month that fraud happened. I have had two email addresses that have used for long time and not created any new email addresses. \n\nExperian as major credit bureau agency should be hold accountable and liable for failing to protect my credit account and file. Experian is responsible for not creating stronger and more secure online process and system to protect my credit files and reports. T This weakness in Experian system that has allowed thief get access to my sensitive files on line is violation of my rights and privacy. \n\nThe agency should change and improve their online security and sign up process for the online account opening immediately to prevent further fraud for other people in future. More advance and secure methods should be used for identification and authentication methods to prevent fraud. \n\nI am not only victim of identity theft, I am victim of broken system of Experian major credit burau agency as well. \n\nMy life has been different since I discovered the fraud and identity theft since last month. I have been under tremendous stress and spend a lot of time to fix all the damages that that criminal and thief has caused me. All the hard works to build excellent credits have been disappeared and all my bank accounts and credit cards are in freeze at this time. I am not able to function as normal as before. All my past, present, and future has been affected forever.","date_sent_to_company":"2021-03-29T12:13:29.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"91711","tags":null,"has_narrative":true,"complaint_id":"4256334","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-03-29T02:59:07.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["The agency should change and improve their online security and sign up process for the online account opening immediately to <em>prevent</em> further <em>fraud</em> for other people in future. More advance and secure methods should be used for identification and authentication methods to <em>prevent</em> <em>fraud</em>. \n\nI am not only victim of <em>identity</em> theft, I am victim of broken system of Experian major credit burau agency as well. \n\nMy life has been different since I discovered the <em>fraud</em> and <em>identity</em> theft since last month."]},"sort":[12.719906,"4256334"]},{"_index":"complaint-public-v1","_id":"6858623","_score":12.061963,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, between XXXX and XXXX Central time, an unknown person stole {$9700.00} from me. The perpetrator gained access to my online Bank of America account, changed my password and pin #, transferred {$9000.00} + $ XXXX ( {$11000.00} total ) between my two existing accounts, and then withdrew {$4800.00} + {$4900.00} ( {$9700.00} total ) in cash from a Bank of America location in XXXX XXXX, California at XXXX XXXX XXXX, XXXX XXXX, CA XXXX, respectively. I filed two separate fraud claims with Bank of America ( Reg E transaction and Unauthorized withdrawal ), as well as identity theft with the XXXX XXXX police for an investigation, but my bank fraud claims were both denied shortly after they were made because the person had my pin #. This is absurd. I come from NY and am based in XXXX, TN, and have never stepped foot in XXXX XXXX nor have any family there ( or anyone who would have access to my account ). If the perpetrator was able to get into my account, then of course he would be able to hack into and change my pin #. To stop the perpetrator from stealing any more of my money, I withdrew my remaining money from my two accounts at the XXXX location ( {$68.00} + {$10000.00} ) and had the associate place balance holds on the two accounts, preventing money from being withdrawn. \n\nIn addition to accessing my Bank of America account, this perpetrator also got into my XXXX XXXX account and temporarily transferred my phone line to his device, rendering me unable to stop him on the spot via phone call. I had to go to the closest XXXX, XXXX, TN Bank of America location ( XXXX XXXX XXXX, XXXX, TN XXXX ), which was where I learned the extent to which this was happening ( I could not get into my account prior because the perpetrator changed my password and pin, as stated prior ). All of this was happening while I was at the XXXX bank location ( XXXX XXXX was my associate ), and they would be willing to provide a statement if that can better my case. The fact that someone was able to go into a Bank of America location and withdraw money from my accounts acting as me is preposterous, as no one should be able to withdraw such large sums of money without a verified ID.","date_sent_to_company":"2023-04-18T15:24:56.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"105XX","tags":null,"has_narrative":true,"complaint_id":"6858623","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-04-18T14:53:34.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I filed two separate <em>fraud</em> claims with Bank of America ( Reg E transaction and Unauthorized withdrawal ), as well as <em>identity</em> theft with the XXXX XXXX police for an investigation, but my bank <em>fraud</em> claims were both denied shortly after they were made because the person had my pin #. This is absurd. I come from NY and am based in XXXX, TN, and have never stepped foot in XXXX XXXX nor have any family there ( or anyone who would have access to my account )."]},"sort":[12.061963,"6858623"]},{"_index":"complaint-public-v1","_id":"2983318","_score":11.89566,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"A person unknown to me ( \" the fraudster '' ) was able to \" capture '' my phone number, thereby disabling my use of my own phone and my own phone number ; then the fraudster was able to access the XXXX app on my phone, which contained usernames and passwords to three different retail credit cards. The fraudster called all three retail credit accounts, purporting to be me by \" spoofing '' my phone number when he called my creditors asking for \" new cards '' and \" increased credit limits. '' Two of the creditors were able to verify immediately that the fraudster 's calls were not from me, and they immediately locked down my accounts and prevented fraudulent activity. \n\nHowever, when the fraudster called my THD/CBNA ( Home Depot/Citibank ) credit card account, s/he was successful in getting a new THD/CBNA credit card sent to the fraudster at an XXXX-area address, whereupon the fraudster promptly made {$2600.00} in fraudulent charges to my Home Depot/Citibank account. \n\nI have notified THD/CBNA by phone and by mail of the fraudulent charges ; made Identity Theft and Fraud reports to the FTC and my local police department, and sent copies to THD/CBNA ; disabled my stolen phone number and been issued a new phone number by my carrier ; made fraud reports to all three credit bureaus re the fraud and the unauthorized requests for increased credit lines ; and done everything I can to get THD/CBNA to remove the {$2600.00} in fraudulent charges from my account, as well as to correct THD/CBNA 's erroneous entries on my credit reports showing incorrectly that I applied for and was turned down for an increased credit line with THD/CBNA. Yet THD/CBNA has failed and refused to do ANYTHING except close my hacked account and open a new THD/CBNA account for me -- then THD/CBNA transferred all of the fraudulent charges onto my brand-new account!!!. \n\nMy most recent bill from THD/CBNA shows all the fraudulent charges ( all made in XXXX -- far, far from my home address ) -- even though I have complained repeatedly to THD/CBNA that such charges should be immediately removed and that I should not be held liable for such charges. \n\nTHD/CBNA has been careless and negligent in its gross mishandling of this matter and has been completely unresponsive the many communications from my wife and me about this matter. According to THD/CBNA, I owe them the {$2600.00} that a fraudster charged to my account when THD/CBNA negligently sent the fraudster a THD/CBNA credit card IN MY NAME!!","date_sent_to_company":"2018-08-08T14:05:04.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"44857","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2983318","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-08-03T19:20:33.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I have notified THD/CBNA by phone and by mail of the fraudulent charges ; made <em>Identity</em> Theft and <em>Fraud</em> reports to the FTC and my local police department, and sent copies to THD/CBNA ; disabled my stolen phone number and been issued a new phone number by my carrier ; made <em>fraud</em> reports to all three credit bureaus re the <em>fraud</em> and the unauthorized requests for increased credit lines ; and done everything I can to get THD/CBNA to remove the {$2600.00} in fraudulent charges from my account, as well"]},"sort":[11.89566,"2983318"]},{"_index":"complaint-public-v1","_id":"18423422","_score":11.840253,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company : Wells Fargo Bank , N.A . \nIssue type : Fraud / Account opened and used for impersonation I am filing this complaint regarding Wells Fargos handling of a bank account that was used to commit impersonation and Business Email Compromise ( BEC ) fraud, resulting in a loss of {$14000.00}. \n\nSummary of the fraud : On XX/XX/XXXX, I was the victim of a Business Email Compromise involving impersonation of a known counterparty. A hacker compromised my franchisors email account and replied within an existing email thread using the same legitimate email address, signature, and quoted message history. \n\nThe fraudster instructed me to send payment to a Wells Fargo account opened under the exact same business name as my legitimate counterparty : XXXX XXXX XXXX XXXX XXXX. \n\nBased on this impersonation, I sent an ACH payment to the Wells Fargo account. \n\nFraudulent receiving account details ( as provided by the impersonator ) : - Bank : Wells Fargo Bank , N.A . \n- Account name : XXXX XXXX XXXX XXXX XXXX - Account number : XXXX - Routing number : XXXX Immediate action taken : - The fraud was discovered and reported the same day ( XX/XX/XXXX ). \n- My bank submitted a Letter of Indemnity ( LOI ) to Wells Fargo. \n- A police report was filed. \n- An FBI IC3 report was filed. \n- Wells Fargo responded that the LOI could not be honored due to insufficient funds in the recipient account, indicating that the funds had already been withdrawn or transferred. \n\nBasis of my complaint : This Wells Fargo account was opened and used to impersonate a legitimate business using the exact same legal entity name, which strongly suggests : - Identity theft, or - Inadequate XXXX  controls during account opening The account was used to receive fraud proceeds and rapidly remove funds, consistent with money-mule or impersonation activity. \n\nDespite being notified promptly of the fraud, Wells Fargo has not provided any information regarding : - Whether the account opening is under investigation - Whether the account holder was properly verified - Whether a Suspicious Activity Report ( SAR ) was filed - Whether any recovery or internal remediation is being pursued Requested resolution : I am requesting that Wells Fargo : - Conduct a formal XXXX  and fraud review of the account opened under XXXX XXXX XXXX XXXX XXXX- Investigate whether the account was opened using stolen or fraudulent documentation - Confirm whether appropriate SAR filings were made - Preserve records related to the account opening and transactions - Notify me if any funds are recovered through internal investigation or law enforcement action I believe Wells Fargos account opening and monitoring controls failed to prevent the use of its banking system for impersonation and fraud, and I am requesting regulatory review of this matter. \n\nPlease find the following documents attached : - Police report - IC3 confirmation - ACH transaction confirmation","date_sent_to_company":"2026-01-02T17:40:22.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"96003","tags":null,"has_narrative":true,"complaint_id":"18423422","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-01-02T16:57:00.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Basis of my complaint : This Wells Fargo account was opened and used to impersonate a legitimate business using the exact same legal entity name, which strongly suggests : - <em>Identity</em> theft, or - Inadequate XXXX  controls during account opening The account was used to receive <em>fraud</em> proceeds and rapidly remove funds, consistent with money-mule or impersonation activity."],"issue":["<em>Fraud</em> or scam"]},"sort":[11.840253,"18423422"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":65,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":65}]}},"product":{"doc_count":65,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":20,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking 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