{"took":80,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1143,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6798904","_score":18.631023,"_source":{"product":"Checking or savings account","complaint_what_happened":"Two fraudulent bank accounts were opened in my name by Bank of America ( claims were filed for both ), despite a freeze on my SSN with the credit bureaus and a security alert placed on my identity with XXXX. They did not take the proper steps to verify my identity prior to opening the fraudulent accounts. When asked to speak with a supervisor to prevent this from happening AGAIN, they informed me it could be up to two business days. This is unacceptable given the sensitivity of the matter. \n\nThe first account was opened on XX/XX/23. I called the customer service department and was told the account would be closed. I continued to receive emails regarding this account and called again on XX/XX/23. The first customer service employee I spoke to told me there were no open accounts and I had no reason to speak to a supervisor or their fraud department. I demanded to be escalated and their supervisor finally transferred me to the fraud department. The fraud department FINALLY confirmed for me that the account was not closed, as I was initially told, and that it was still open/active. I asked them to file an internal complain regarding both customer service representatives. \n\nA second account was opened on XX/XX/23. I called the customer service department who proceeded to close the account. I asked how their verification procedures could possibly let this happen again considering all of the security freezes and alerts attached to my information. Their response was that the fraudster created a new profile ( which clearly was still using my SSN and email, as the employee confirmed for me ) and SOMEHOW that allowed the account to be opened. I said that was unacceptable given the sensitive information they were using that should have been flagged in the system and I wanted to speak to a supervisor. They said the supervisor would tell me the same thing and I had to wait. After waiting at least 20 minutes, they said they would have to call me back. I asked how long that would take and they said up to two business days. I told them I would be filing a complaint. \n\nI have both BoA claim numbers and email evidence which can be provided upon request.","date_sent_to_company":"2023-04-05T16:23:17.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"78745","tags":null,"has_narrative":true,"complaint_id":"6798904","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-04-05T16:09:11.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["The first <em>account</em> was opened on XX/XX/23. I called the customer service department and was <em>told</em> the <em>account</em> would be closed. I continued to receive emails regarding this <em>account</em> and called again on XX/XX/23. The first customer service employee I spoke to <em>told</em> me there were no open <em>accounts</em> and I had no reason to speak to a <em>supervisor</em> or their <em>fraud</em> department. I demanded to be escalated and their <em>supervisor</em> <em>finally</em> transferred me to the <em>fraud</em> department."],"product":["Checking or savings <em>account</em>"],"issue":["Opening an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["<em>Account</em> opened as a result of <em>fraud</em>"]},"sort":[18.631023,"6798904"]},{"_index":"complaint-public-v1","_id":"16723448","_score":18.017231,"_source":{"product":"Checking or savings account","complaint_what_happened":"I got an email from Santander that they are reviewing application to open a Simply Right Checking account. I contacted their fraud department at XXXX. I was told they see me in their system. I was able to finally talk with XXXX who said she was from the Fraud department and a supervisor. She Stated that I don't have any accounts open or applications in progress that she can verify. I asked for a call reference number or her ID and was told that none can be provided. \nHow is it allowed for a bank not to give any reference for a call regarding possible fraud? \nIf something happens the bank can simply say I never called and there is no way I can prove they were aware?","date_sent_to_company":"2025-10-21T14:50:50.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"109XX","tags":null,"has_narrative":true,"complaint_id":"16723448","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2025-10-21T14:36:40.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I got an email from Santander that they are reviewing application to open a Simply Right Checking <em>account</em>. I contacted their <em>fraud</em> department at XXXX. I was <em>told</em> they see me in their system. I was able to <em>finally</em> talk with XXXX who said she was from the <em>Fraud</em> department and a <em>supervisor</em>. She Stated that I don't have any <em>accounts</em> open or applications in progress that she can verify. I asked for a call reference number or her ID and was <em>told</em> that none can be provided."],"product":["Checking or savings <em>account</em>"],"issue":["Opening an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["<em>Account</em> opened without my consent or knowledge"]},"sort":[18.017231,"16723448"]},{"_index":"complaint-public-v1","_id":"13024103","_score":17.988194,"_source":{"product":"Credit card","complaint_what_happened":"I went to customer service to report my card stolen. I logged onto my account for the first time yesterday since XXXX. I have it set up with my bank to send a payment to XXXX  automatically. I got a text that says I need to pay almost XXXX. This is when I went to them this morning since I got it last night. The first person I spoke to Vane, told me my account was closed as of XX/XX/XXXX, I had to prove to him several times that I didn't have an account then. Finally he told me it was XX/XX/XXXX. I asked numerous times for a supervisor and he would wait a couple mins and tell me one wasn't available. He would also just be silent and not talk. I asked numerous times to report fraud and that my card was stolen and he just kept being vague. Finally I just said forget it and that I would be back on later to talk to a supervisor. I finally got a supervisor, XXXX, who was not helpful at all. He refused to help just as much as Vane. He refused to understand me, refused to listen to my information, just kept telling me that my account was over the limit, and that it was past due so they closed the account. I was not notified of anything he told me. I also had to shut off the over the limit which will approve purchases to go above the XXXX limit. I never put that on. I have never made a purchase after sometime in the beginning of XXXX and I tried explaining to both. They didn't care, just passing the buck telling me that I have to contact an outside company to report fraud. All they are trying to do is ruin my credit for things that I didn't do, refusing to report anything stolen and being vague about what is really going on with my account.","date_sent_to_company":"2025-04-16T17:17:35.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"015XX","tags":"Servicemember","has_narrative":true,"complaint_id":"13024103","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Atlanticus Services Corporation","date_received":"2025-04-16T16:58:40.000Z","state":"MA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I asked numerous times for a <em>supervisor</em> and he would wait a couple mins and tell me one wasn't available. He would also just be silent and not talk. I asked numerous times to report <em>fraud</em> and that my card was stolen and he just kept being vague. <em>Finally</em> I just said forget it and that I would be back on later to talk to a <em>supervisor</em>. I <em>finally</em> got a <em>supervisor</em>, XXXX, who was not helpful at all. He refused to help just as much as Vane."]},"sort":[17.988194,"13024103"]},{"_index":"complaint-public-v1","_id":"4055611","_score":17.78789,"_source":{"product":"Checking or savings account","complaint_what_happened":"i purchased 2 VIP tickets to XXXX XXXX XXXX on XX/XX/2020 for the amount of {$750.00} to be used on XX/XX/2020. When we traveled to California the park was closed due to the Covid virus. I called XXXX on XX/XX/2020 at XXXX for a refund they told me someone would call me within 24 hrs. No call so i called back XX/XX/2020 was shuffled around finally got to someone said they would refund my money but it could take up to 20 + days because of amount of refunds being given. I waited a month called back was told the refund was never started and they would get on it right away but would take 7-10 days before i saw it in my account. During the time this all started i had fraud on that card so i was issued a new one after another month of no action i finally got a hold of Vip manager who was the first person who actually tried to help me. He claimed he tried to refund the money and my bank refused it so i called my bank BofA first i was told that a card with fraud could not receive any refund and was told to have XXXX refund my new card number I called XXXX back they said they could only refund the card that the purchase was done with. i called BofA back then was told if i got manager on a 3 way call they would refund the money when myself and manager tried a 3 way call i was told by another BofA rep that was not true and that couldnt happen. The manager of XXXX then told me to dispute the charges I did but about a month later money was pulled out of my account again now BofA told me when they tried to retrieve money from XXXX it was declined due to amount of time since purchase. i called BofA numerous times to talk to a supervisor and was told 4 times a supervisor would call me back within 24hrs not once did a supervisor call. i finally got a rep named XXXX who stayed on the phone with me for 3 + hrs. She filed numerous complaints in her dept for me but there was nothing she could do further. she gave me your information and suggested i ask you for help this has been going on for 7 months i just want my money back it seems no one will take the needed steps to do it. please help me","date_sent_to_company":"2021-01-08T14:52:21.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Other banking product or service","zip_code":"89052","tags":null,"has_narrative":true,"complaint_id":"4055611","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-01-08T08:33:28.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["The manager of XXXX then <em>told</em> me to dispute the charges I did but about a month later money was pulled out of my <em>account</em> again now BofA <em>told</em> me when they tried to retrieve money from XXXX it was declined due to amount of time since purchase. i called BofA numerous times to talk to a <em>supervisor</em> and was <em>told</em> 4 times a <em>supervisor</em> would call me back within 24hrs not once did a <em>supervisor</em> call. i <em>finally</em> got a rep named XXXX who stayed on the phone with me for 3 + hrs."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_issue":["Money was taken from your <em>account</em> on the wrong day or for the wrong amount"]},"sort":[17.78789,"4055611"]},{"_index":"complaint-public-v1","_id":"9951658","_score":17.569315,"_source":{"product":"Checking or savings account","complaint_what_happened":"At about XXXX EDT on Wednesday, XX/XX/XXXX my husband and I called Dave.com about a fraudulent debit card being set up in my name. The card was mailed to us and I had been a victim of identity theft a couple months ago. The initial support person we spoke with verified the address and name on the card. The phone system also verified the card number before speaking with the support rep. In order to access the account and help us further they asked for my birthdate, PII, and not only are we not comfortable handing this out to a company we don't trust, it is not information they should require for us to report fraud and have the account shutdown. We asked for their supervisor and they were initially unwilling to escalate us to said supervisor. We finally got a supervisor who continued to request all kinds of PII in order to proceed. Without a birthdate they were unwilling to assist. We were told instead that we can email a photocopy of my ID ( more PII they shouldn't have ). We informed them we are reporting the fraud and that if they continue to not assist or if anything happens as a result of the account not being shut down that we will likely be taking legal action. When asked for the supervisors boss we were told there is no one else we could speak to over the phone. \n\nWhen dealing with all of the major banks over the last XXXX months or more we have not needed to provide PII in order to deal with fraud. Willingly handing out PII to untrusted parties should not be standard practice in order to report fraud and have action taken.","date_sent_to_company":"2024-08-28T14:17:49.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"015XX","tags":null,"has_narrative":true,"complaint_id":"9951658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Dave Operating, LLC","date_received":"2024-08-28T13:36:14.000Z","state":"MA","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["In order to access the <em>account</em> and help us further they asked for my birthdate, PII, and not only are we not comfortable handing this out to a company we don't trust, it is not information they should require for us to report <em>fraud</em> and have the <em>account</em> shutdown. We asked for their <em>supervisor</em> and they were initially unwilling to escalate us to said <em>supervisor</em>. We <em>finally</em> got a <em>supervisor</em> who continued to request all kinds of PII in order to proceed."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Can't close your <em>account</em>"]},"sort":[17.569315,"9951658"]},{"_index":"complaint-public-v1","_id":"2425063","_score":17.556097,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced my mortgage with cashcall mortgage and was told there would be no costs at all to me. The loan officer insisted that they needed to add the amount of my next tax payment into the loan amount and that they would pay this payment even though I would be paying all future tax payments directly. This is all well documented in the closing settlement statement, but when I called to check the status of them paying this tax payment, I was told that they were not paying this as it was not an escrow account. I finally spoke to a supervisor ( in XX/XX/2017 ) and he acknowledged that something was not handled correctly and that I would be informed of their resolution by XX/XX/XXXX. As of today ( XX/XX/XXXX ) there still is no resolution, just stalling by this same supervisor who says that there is no person above him that can help me and there is nothing he can do. This is obviously mortgage fraud and they owe me {$1600.00}. The supervisor is XXXX ID # XXXX","date_sent_to_company":"2017-04-07T21:53:57.000Z","issue":"Settlement process and costs","sub_product":"Conventional fixed mortgage","zip_code":"07731","tags":null,"has_narrative":true,"complaint_id":"2425063","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"IMPAC MORTGAGE HOLDINGS, INC.","date_received":"2017-04-07T18:26:41.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is all well documented in the closing settlement statement, but when I called to check the status of them paying this tax payment, I was <em>told</em> that they were not paying this as it was not an escrow <em>account</em>. I <em>finally</em> spoke to a <em>supervisor</em> ( in XX/XX/2017 ) and he acknowledged that something was not handled correctly and that I would be informed of their resolution by XX/XX/XXXX."]},"sort":[17.556097,"2425063"]},{"_index":"complaint-public-v1","_id":"15168114","_score":17.45256,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I called USAA to have a fraud alert fixed. I spoken with numerous representatives on multiple occasions. They all said it was fixed. I sought to sent an external transfer and then the alert would come bank and lock up my account again. Clearly their system is broken. I finally called and wanted to speak with a supervisor because the security specialists were clearly not resolving the deeper issue. I was denied and told supervisors only do callbacks and it could be up to 5 business days. I asked how I was to function without my accounts, she couldn't give me a good answer and simply said to go through another review ( lasting another 30-60 minutes ). She hung up on me when I pushed her on this. The fraud division is broken! I want back full access to my accounts.","date_sent_to_company":"2025-08-08T19:22:52.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"541XX","tags":null,"has_narrative":true,"complaint_id":"15168114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-08-08T19:01:21.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I was denied and <em>told</em> <em>supervisors</em> only do callbacks and it could be up to 5 business days. I asked how I was to function without my <em>accounts</em>, she couldn't give me a good answer and simply said to go through another review ( lasting another 30-60 minutes ). She hung up on me when I pushed her on this. The <em>fraud</em> division is broken! I want back full access to my <em>accounts</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Problem accessing <em>account</em>"]},"sort":[17.45256,"15168114"]},{"_index":"complaint-public-v1","_id":"7672750","_score":17.446075,"_source":{"product":"Checking or savings account","complaint_what_happened":"Below is the events that lead to my identity being stolen and XXXX, XXXX, wells fargo, XXXX and the complete lack of attention to my stolen phone and continued the identity theft for days. \n\nI went to the XXXX store on XX/XX/XXXX afternoon after calling XXXX to get nowhere to stop thieves from using everything on my phone. I called daily from XX/XX/XXXX when I discovered the fraud and was unable to get one single person to assist me. The answer was consistent from every single person that they could not access my account. I told them my phone was stolen and not only that but the thieves changed my access code they changed everything on every app and every email account and I have and locked me out. On XX/XX/XXXX, I went to the store located in XXXX XXXX and was told they can not change my access password that I needed to contact the call center. Again, on XX/XX/XXXX, I contacted the call center who again told me that they can't do anything, finally I believe on XX/XX/XXXX, I reached a supervisor who told me that the store manager was incorrect and the tech in the store could change my passcode. I have several claims that were opened from XXXX to XXXX. SEVERAL times they texted the stolen phone and emailed after being told over and over and the thieves cancelled these attempts. It took XXXX 5 days to shut down my phone. All of this was logged in by calls, personal attempts at store and banks and several attempts with Pictures of dates of myself and id for XXXX that are still ignored. \n\nAfter I thought XXXX had submitted claims for my stolen phone and several attempts to get a human being at XXXX, unsuccessfully. XXXX negligently refused to assist me for days. Finally, XXXX told me that they were sending text messages to the STOLEN PHONE and the thieves were cancelling the claims. Several times I went around in circles with XXXX with several agents and supervisors. Until Thursday finally got a supervisor who told me the tech at the store should have changed my code. All of this fraud continued to occur due to the lack of knowledge of the call center or the ability to assist me when I repeatedly stated the fraud was still occurring and there are recorded phone calls from me and my family begging for someone to stop the phone. \n\nIt wasn't until XXXX that the Agent from XXXX finally got a person from XXXX who had to tell the XXXXXXXX  agent to blacklist the phone and stop the constant fraud. It wasn't until then that XXXX actually assisted me and to say that the onsite tech at XXXX was able to change my code. The next day I went to store and code was finally changed. This is a complete outrage at the lack of any ability for anyone at XXXX  to assist when several times it was stated the urgency of this matter. \n\nXXXX, XXXX, wells fargo, XXXX, XXXX and the rest of these corporations do not have their customers safety in mind and call centers are useless with the lack of knowledge. All of my accounts were emptied by the simple fact that XXXX refused for 5 days to assist me to stop this fraud. \n\nTo date I am still fighting with Wells Fargo for XXXX in fraud, XXXXXXXX XXXX for XXXX in fraud XXXX XXXX  for amounts upwards of XXXX of fraud. There is XXXX attempts by these companies to contact me to finalize these matters. XXXX XXXX finally got escalated and got XXXX bank from my business account, however, I am still trying to the fraud on XXXX personal for 2 months. \n\nI am more than happy to have an actual conversation with a human being that can deal with this case. To send me this letter and say you investigated and never called me to hear these issues story of the constant hassle I am going through is poor customer service. \n\nI will continue to escalate this further until there is satisfaction. I had to get a new phone and I lost my business number now because of the inability for XXXX to stop the fraud. I have lost all my contacts and messages from the stolen phone. XXXX was a Sunday and I thought I lost my phone. My business finances have been seriously impaired and impacted with any ability to work and pay my bills since XX/XX/XXXX and continue to be an issue with all parties. \nIt took Wells Fargo until To date Wells Fargo DOES NOT HANDLE THIS matter at all. The continually make me go to bank and start over and tell me XXXX days. Every month I start over. Today I called and no one has reviewed or done anything. I have faxed, emails, calls and nothing for $ XXXX lost from fraud on my account and now they have closed my accounts.","date_sent_to_company":"2023-10-10T20:56:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"334XX","tags":null,"has_narrative":true,"complaint_id":"7672750","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-10-10T20:41:23.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["<em>Finally</em>, XXXX <em>told</em> me that they were sending text messages to the STOLEN PHONE and the thieves were cancelling the claims. Several times I went around in circles with XXXX with several agents and <em>supervisors</em>. Until Thursday <em>finally</em> got a <em>supervisor</em> who <em>told</em> me the tech at the store should have changed my code."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[17.446075,"7672750"]},{"_index":"complaint-public-v1","_id":"10939963","_score":16.854168,"_source":{"product":"Credit card","complaint_what_happened":"Had been receiving odd emails I thought were scam about a week prior. Went to open my mail on XX/XX/26 and received a credit card with a rather large limit on it that I did not apply for. Called the card company to which I was bounced around from number to number until I finally reached the fraud department. Only to be told they could not help unless I provided my full social over the phone and I dint feel comfortable doing so. Had to ask for a supervisor before they could close the account for me. They told me the would call me if they needed more information and would send me a letter stating they had closed the account.","date_sent_to_company":"2024-11-27T03:19:28.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"98671","tags":null,"has_narrative":true,"complaint_id":"10939963","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-11-27T03:04:34.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Sent card you never applied for"},"highlight":{"complaint_what_happened":["Called the card company to which I was bounced around from number to number until I <em>finally</em> reached the <em>fraud</em> department. Only to be <em>told</em> they could not help unless I provided my full social over the phone and I dint feel comfortable doing so. Had to ask for a <em>supervisor</em> before they could close the <em>account</em> for me. They <em>told</em> me the would call me if they needed more information and would send me a letter stating they had closed the <em>account</em>."]},"sort":[16.854168,"10939963"]},{"_index":"complaint-public-v1","_id":"2863360","_score":16.815317,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"-On XX/XX/XXXX I went to a Restaurant, XXXX XXXX XXXX XXXX ( XXXX XXXX ) and had dinner with friends. I payed the check including tip for a total of ; {$100.00}. Days later reviewing my account statement I noticed a charge not authorized, from the same restaurant of {$87.00}. \n\n-On XX/XX/XXXX I submited a claim by email and fax with Banco Popular de Puerto Rico XXXXegarding the unauthorized charge to my credit card. \n\n-I called 3 times during the last weeks of XX/XX/XXXX since I never received a confirmation of the claim submition. No information was provided to me and the agent asked me to call again in a few days. \n\n-The first week of XX/XX/XXXX I called and talked to a service representative and told me that the claim was in process and FINALLY gave me a claim number. They asked me to allow 90 days to complete the claim. \n\n-On XX/XX/XXXX I called and talked to XXXX XXXX and referred me to the Fraud Department. My called was trasfered to XXXX XXXX. i explained the situation and told me that she was not able to help since the person in charge, or any supervisor whatsoever, was not available at athat time. She took my phone number and agreed to call back with informationi.  Never called back. \n\n-On XX/XX/XXXX I called again to the Fraud Department and talked to XXXX XXXX . She agreed to check the information with the assigned investigator ( XXXX ) and call me back the next day morning. Never called back. ' -On XX/XX/XXXX I called again to the Fraud Department and talked with a service representative. After asking more than 3 times I was finally transfered to the investigator assigned to the case ; XXXX. He informed that had no idea why the claim took so long but it was being resolved during our call, and I should receive a credit to my account during the next 24-48 hours. Two weeks passed by and no credit was reflected on my account. \n\n-on XX/XX/XXXX I called again to the Fraud Dept. and talked to XXXX XXXX who said no supervisors where available to assist my call/situation. She asked me to call the next day during XXXX and XXXX to talk with the supervisor ( XXXX XXXX ) -On XX/XX/XXXX I called again and asked for XXXX XXXX . XXXX XXXX, who answered my call, told me he was on in a meeting and not available to assist me. After insisting for more than 5 minutes to talk to a supervisor, I was transfered to XXXX XXXX. He told me the claim was completed and I should be a credit on my account in the next 24-48 hours. Same thing that I was told on XX/XX/XXXX. \n\nAfter more than 140 days I am still waiting for the resolution of my claim and the respective credit. Hours of my time spent for an authorized charged of XXXX dollars and XXXX cents.","date_sent_to_company":"2018-04-03T18:37:00.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2863360","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANCO POPULAR DE PUERTO RICO","date_received":"2018-04-03T17:57:39.000Z","state":"PR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["-The first week of XX/XX/XXXX I called and talked to a service representative and <em>told</em> me that the claim was in process and <em>FINALLY</em> gave me a claim number. They asked me to allow 90 days to complete the claim. \n\n-On XX/XX/XXXX I called and talked to XXXX XXXX and referred me to the <em>Fraud</em> Department. My called was trasfered to XXXX XXXX. i explained the situation and <em>told</em> me that she was not able to help since the person in charge, or any <em>supervisor</em> whatsoever, was not available at athat time."]},"sort":[16.815317,"2863360"]},{"_index":"complaint-public-v1","_id":"7611645","_score":16.6181,"_source":{"product":"Checking or savings account","complaint_what_happened":"I represent an account holder as power of attorney. Marcus by Goldman Sachs locked the account holders account access based on a fraud flag and has refused for more than six weeks to unlock the account. Every time I call, they either ask for more information or say that a supervisor will call me back, but a supervisor has never called me to date despite multiple requests. \n\nI provided Power of Attorney documentation to Marcus so that I could assist with getting access to her money restored. In early XX/XX/2023, I contacted Marcus customer service on her behalf. I was told that the Power of Attorney documentation could take up to 30 days to process and instructed to call back later. I called back again the following week and was told to call back in a few business days to allow additional time for processing. I called back again on XX/XX/XXXX. After initially being told that my Power of Attorney documentation was not received, I was finally told that it was, in fact, received and was being processed. I was promised that a supervisor would call me within three business days. That did not occur. I called back on XX/XX/XXXX and spent more than an hour on the phone. I was told for the first time that Marcus would need to speak with the account holder, but she is incapacitated. I was then told for the first time that Marcus would need a physician note to accept the POA. That, of course, is not how POA law works and has never been requested of me by any other financial institution in my time serving as POA.","date_sent_to_company":"2023-09-27T21:29:08.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"752XX","tags":null,"has_narrative":true,"complaint_id":"7611645","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-09-27T21:19:24.000Z","state":"TX","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I represent an <em>account</em> holder as power of attorney. Marcus by Goldman Sachs locked the <em>account</em> holders <em>account</em> access based on a <em>fraud</em> flag and has refused for more than six weeks to unlock the <em>account</em>. Every time I call, they either ask for more information or say that a <em>supervisor</em> will call me back, but a <em>supervisor</em> has never called me to date despite multiple requests. \n\nI provided Power of Attorney documentation to Marcus so that I could assist with getting access to her money restored."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Savings <em>account</em>"]},"sort":[16.6181,"7611645"]},{"_index":"complaint-public-v1","_id":"9207440","_score":16.578989,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a credit card account with Citibank on XX/XX/year> and saw that they had a savings account with good rates, so I signed up for the savings account as well. I created my account and a security word and received access to the credit card account. I then transferred {$5100.00} from XXXX XXXX XXXX XXXX account into the new Citibank savings account, which took place in a matter of minutes. The following day, I received notice that I needed to call Citibank because there was an issue with the card. \n\nWhen I called Citibank, I was asked multiple questions to verify my account. I didn't have an ATM card yet ( since I just opened the savings account ) so I couldn't provide the ATM PIN number they requested. They asked for my security word, which I gave, and they said it was incorrect. They asked to verify my account by using my phone number, which I gave, and they said that they could not verify that phone number, even though it's the one on the account. I was transferred a couple of times to a supervisor, who asked for another phone number or multiple credit cards to verify my account. They later said they could not verify it and to call back when I received the card. \n\nAfter this experience, I decided to close the savings account I opened with them because I did not like their customer service. I called back and went through the same hassle, was sent to a few different people who repeated the same instructions. I finally was transferred to a supervisor, who was able to verify my account by sending me a text to the same phone number I provided the day before, only to tell me that they couldn't close my account until the deposit cleared. They told me to call back. \n\nOn XX/XX/year>, I saw that the deposit had cleared, so I tried to transfer my {$5100.00} back to my original credit union account, which was already linked to the Citibank account. I received an error message saying that my account was blocked and to call Citibank. When I called, I went through the same hassle, and asked for a supervisor who could send a text to my phone to verify my account. I was told that they could not do that. I informed them that I was able to do this the previous day, and they finally connected me to a supervisor, who told me that they could not verify my phone number and asked for a different phone number. I asked why my account was blocked and they told me that my account was flagged for fraud and they needed to send me a letter from the fraud department with a case file number. I was instructed to call back when I received the letter and they would be able to unlock my savings account.","date_sent_to_company":"2024-06-08T23:32:28.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"287XX","tags":null,"has_narrative":true,"complaint_id":"9207440","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-06-08T23:04:40.000Z","state":"NC","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I asked why my <em>account</em> was blocked and they <em>told</em> me that my <em>account</em> was flagged for <em>fraud</em> and they needed to send me a letter from the <em>fraud</em> department with a case file number. I was instructed to call back when I received the letter and they would be able to unlock my savings <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Savings <em>account</em>"],"sub_issue":["Can't close your <em>account</em>"]},"sort":[16.578989,"9207440"]},{"_index":"complaint-public-v1","_id":"6485065","_score":16.573875,"_source":{"product":"Checking or savings account","complaint_what_happened":"Somehow my Wells Fargo account got set up for overdraft protection when I previously have not had that feature and charges would decline including reoccurring payments. It took me XXXX attempts to finally get an answer as to why that was happening and I was refunded XXXX overdraft charges but they initially only wanted to give me XXXX  % of the overdraft charges back. A supervisor gave me the whole amount back. I was told I was unenrolled from that, but XXXX  days later I still had XXXX overdraft charges to my account. The second supervisor was a complete XXXX  about it and did not want to give me anything back even though this was a Wells Fargo mistake ( for my account being somehow signed up for overdraft protection. ) She was completely rude and was not going to give me anything back until I told her I was going to open a claim with this consumer protection. She finally gave it back to me after that and then hung up on me. This is the worst customer service and scam. I used to be so happy with Wells Fargo and now they're complete fraud. They are still doing what they got sued for. Representatives are also only allowed to give XXXX  % back which is a total scam also. After speaking to the last route customer service supervisor I went to my account to take screenshots of all the overdraft refunds to provide to this site now I can not pull up all of them because part of my account search feature has been XXXX. Never have I had that happen until now so I can not even take screenshots of all the refunds from them fraudulently charging me overdraft fees.","date_sent_to_company":"2023-01-25T15:02:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"285XX","tags":null,"has_narrative":true,"complaint_id":"6485065","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-01-25T14:47:29.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I was <em>told</em> I was unenrolled from that, but XXXX  days later I still had XXXX overdraft charges to my <em>account</em>. The second <em>supervisor</em> was a complete XXXX  about it and did not want to give me anything back even though this was a Wells Fargo mistake ( for my <em>account</em> being somehow signed up for overdraft protection. ) She was completely rude and was not going to give me anything back until I <em>told</em> her I was going to open a claim with this consumer protection."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.573875,"6485065"]},{"_index":"complaint-public-v1","_id":"6244221","_score":16.553932,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2022 I attempted to transfer funds from omy Amex Savings to one of my external bank accounts. The bank apparently does not do phone verifications, my transfer was not only cancelled, but blocked for fraud and my accounts closed. Both info matched both incoming and outgoing accounts, names, addresses etc. No fraud in the slightest. \n\nI was told I was going to be sent XXXX checks on my closed accounts. They never arrived. I had to fax account indemnity forms over and over before it was finally acknowledged they were received. Because the checks never arrived, I was told that I need to file a stop check and indemnity form for each account. Over and over I was told the forms were emailed, mailed etc but there was never an attachment. After finally requesting a supervisor, he personally emailed the form o to me. \n\nI filed a form for each account and again ... Nothing in the mail, no phone calls etc. Here it is XXXX, and this has been going on for long enough. \n\nLast communication was telling me I did not check the box asking if the checks were going to be reissued. Yes I left it blank because why would you ask me?? Of course I want the checks re-issued. I've been trying to get them for 6 months. I resubmitted the forms with the boxes checked and stiff nothing... not a call, email, letter, etc. \n\nThis needs to be fixed. It has been long enough","date_sent_to_company":"2022-11-28T00:16:59.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"32839","tags":null,"has_narrative":true,"complaint_id":"6244221","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2022-11-27T23:32:48.000Z","state":"FL","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["I had to fax <em>account</em> indemnity forms over and over before it was <em>finally</em> acknowledged they were received. Because the checks never arrived, I was <em>told</em> that I need to file a stop check and indemnity form for each <em>account</em>. Over and over I was <em>told</em> the forms were emailed, mailed etc but there was never an attachment. After <em>finally</em> requesting a <em>supervisor</em>, he personally emailed the form o to me. \n\nI filed a form for each <em>account</em> and again ... Nothing in the mail, no phone calls etc."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Savings <em>account</em>"],"sub_issue":["Funds not received from closed <em>account</em>"]},"sort":[16.553932,"6244221"]},{"_index":"complaint-public-v1","_id":"3567300","_score":16.547915,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2020, I received a letter from SunTrust Bank which thanked me for opening a \" new Essential Checking account ''. This welcome letter also included one deposit slip and three checks to use. The deposit slips and checks had an account number on them. As I have never banked with SunTrust ( or BB & T which is who they are in the process of merging with ), I contacted SunTrust immediately. I spoke with XXXX XXXX who stated he was a Fraud Supervisor. I was given a case number ( XXXX ). Mr. XXXX stated that the account had been opened using my social security number. There was no money in this account which had been opened on XX/XX/2020. Mr. XXXX stated that I would be contacted by their department shortly. \n\nOn XX/XX/XXXX, I spoke with XXXX, another Fraud Supervisor, who stated that it takes 12 business days to complete their investigation so I should know something by XX/XX/XXXX. On XX/XX/XXXX, I spoke with XXXX, yet another Fraud Supervisor, who then told me it takes 15-20 days to complete an investigation. \n\nOn XX/XX/XXXX, I received a statement in the mail from SunTrust which shows that the account was finally closed on XX/XX/XXXX ( 9  days after I first reported this ) and that no money had ever been deposited into Account # XXXX. I called SunTrust again and spoke with XXXX, another Fraud Supervisor, who then told me that my social security number was NEVER used to open this account. I asked how someone could allegedly open an account online ( as they claim this was done ) without providing a social security or tax ID number and without ever putting funds in this account. XXXX told me the case was closed as well as the account and that all \" suspicious '' accounts are closed within 3-4 days. This account was opened on XX/XX/XXXX and closed on XX/XX/XXXX - that's 18 days later, not 3-4 days! \n\nNo one at SunTrust ever gave me the same story more than once. Even the timeframe for the investigation kept changing from \" soon '' to 12 business days to 15-20 business days, etc. When I told several Fraud Supervisors that this whole scenario sounded like what XXXX XXXX XXXX got in trouble for ( opening fraudulent accounts to generate commissions ), they, of course, denied that was possible. \n\nGiven how much fraud and identity theft exists, this whole scenario greatly concerned me especially when I was originally told that my social security number HAD been used to open the account. SunTrust claims that people open accounts online all the time and that's why they closed them so quickly but that is NOT true as they took 18 days to close this account.","date_sent_to_company":"2020-03-15T15:18:51.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"33411","tags":"Older American","has_narrative":true,"complaint_id":"3567300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2020-03-15T14:50:02.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I spoke with XXXX, yet another <em>Fraud</em> <em>Supervisor</em>, who then <em>told</em> me it takes 15-20 days to complete an investigation. \n\nOn XX/XX/XXXX, I received a statement in the mail from SunTrust which shows that the <em>account</em> was <em>finally</em> closed on XX/XX/XXXX ( 9  days after I first reported this ) and that no money had ever been deposited into <em>Account</em> # XXXX."],"product":["Checking or savings <em>account</em>"],"issue":["Opening an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["<em>Account</em> opened as a result of <em>fraud</em>"]},"sort":[16.547915,"3567300"]},{"_index":"complaint-public-v1","_id":"7108284","_score":16.309853,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Friday XX/XX/XXXX, I tried to use my HSBC Credit Card and it did not work. When I called to understand whats going on the Fraud Prevention Team hold me in the phone for XXXX hours! and finally a supervisor whose name was XXXX told me that since I do not have a checking account with HSBC, they decided to close my account. Then I opened a checking account and a savings account immediately and got an appointment from your local branch to open a brokerage account to bank with HSBC. My credit card was reinstated immediately and I was able to make a purchase. Then, yesterday on XX/XX/XXXX, someone else with a very limited XXXX called me and told me that he decided to close my account. He hang up the phone on me. Rudest agent evet. My account was already reinstated after opening all the required checking/savings accounts and talking to the initial supervisor. But yesterday, the other agent maybe was not aware of our progress and made a mistake. At this point, I did not do anything wrong and did all the required things bank asked me. Please reinstate my credit card. Thanks","date_sent_to_company":"2023-06-13T12:14:14.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"33446","tags":null,"has_narrative":true,"complaint_id":"7108284","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2023-06-13T12:06:10.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["When I called to understand whats going on the <em>Fraud</em> Prevention Team hold me in the phone for XXXX hours! and <em>finally</em> a <em>supervisor</em> whose name was XXXX <em>told</em> me that since I do not have a checking <em>account</em> with HSBC, they decided to close my <em>account</em>. Then I opened a checking <em>account</em> and a savings <em>account</em> immediately and got an appointment from your local branch to open a brokerage <em>account</em> to bank with HSBC. My credit card was reinstated immediately and I was able to make a purchase."]},"sort":[16.309853,"7108284"]},{"_index":"complaint-public-v1","_id":"14650988","_score":16.1423,"_source":{"product":"Credit card","complaint_what_happened":"I was receiving fraud alerts on my phone and actively blocking the transactions which did nothing. I then called customer service and the transactions KEPT coming in. While I was on the phone I was cut off many times so he could finish reading his script rather than actually listening. He then assured me that a claim had been filed after refusing to transfer me. I then called back and spoke to someone else who was less problematic but still lied and was unhelpful. I was assured the claim was filed a second time and that my money would be returned in XXXX business days. None of this was done. I followed up and was met with rudeness and reluctance to help until I asked to speak to a supervisor. To this, I was told that they were not allowed to transfer to supervisors. I was finally connected to the correct department and received the confirmation email that a file had been claimed that I was previously assured was \" on the way ''. When I asked to speak to someone in the complaints department, I was told there was no complaints department and that the company doesn't do that. I had {$800.00} stolen with fraud protection turned on and am struggling to make ends meet because of the negligence in the policy and protocol for this bank. None of this is acceptable or professional. Once my funds are returned, I will be closing my account. I spent over XXXX hours on the phone and was told that accurate records were kept but no one could find anything I was saying in said supposed records.","date_sent_to_company":"2025-07-14T17:21:21.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"657XX","tags":"Servicemember","has_narrative":true,"complaint_id":"14650988","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-07-14T13:53:15.000Z","state":"MO","company_public_response":null,"sub_issue":"Privacy issues"},"highlight":{"complaint_what_happened":["I followed up and was met with rudeness and reluctance to help until I asked to speak to a <em>supervisor</em>. To this, I was <em>told</em> that they were not allowed to transfer to <em>supervisors</em>. I was <em>finally</em> connected to the correct department and received the confirmation email that a file had been claimed that I was previously assured was \" on the way ''. When I asked to speak to someone in the complaints department, I was <em>told</em> there was no complaints department and that the company doesn't do that."]},"sort":[16.1423,"14650988"]},{"_index":"complaint-public-v1","_id":"6519871","_score":16.115099,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX XXXX XXXX  I received a phone call with caller ID from Citigroup. The representative told me that Citibank noticed some suspicious activities in my XXXX accounts. They have mentioned that they saw two transaction with {$500.00} and {$990.00}. I told them I did not authorize these transactions. \n\nThe Citi rep then said he needs to transfer the call to XXXX to help. The call was transferred to a XXXX rep and he told me to set up payees name as XXXX then type in case ID XXXX then send {$500.00}. He said in this way, XXXX Supervisor will able to see the amount with case ID then reimburse me back. He asked me to do separate XXXX for the {$990.00} with {$390.00} and {$600.00} each. After I did that, he said he made a mistake and need to bring on his supervisor to fix. His supervisor asked me to send {$1400.00} which is XXXX. After that, he said it is over their daily limit and in order to get all money back, I need to split the payment into {$1600.00} and some other amounts. After I sent another {$1600.00}, I noticed all the money left my Citi accounts. I finally realize this may be a fraud. I called Citibank from another line and they told me this is a fraud while I was on the phone with XXXX. \n\nCitibank then started fraud investigation. \n\nOn XX/XX/XXXX, Citi informed me that since I authorized these transactions, I need to contact the receipt to get money back. \n\nMy understanding is such fraud is covered by Regulation E and I should get my money back except {$50.00}. \n\nTransaction Date Amount Transaction Type Transaction Description XX/XX/XXXX {$1600.00} XXXX XXXX XXXX ID XXXX XX/XX/XXXX {$1400.00} XXXX XXXX XXXX ID XXXX XX/XX/XXXX {$600.00} XXXX XXXX XXXX ID XXXX XXXXXX/XX/XXXX {$390.00} XXXX XXXX XXXX ID XXXX XX/XX/XXXX {$500.00} XXXX XXXX XXXX  ID XXXX Please help me with this fraud. You can see Citibank 's responses in the attached PDF. Thanks","date_sent_to_company":"2023-02-02T13:39:30.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"113XX","tags":null,"has_narrative":true,"complaint_id":"6519871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-02-02T13:11:36.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["After I sent another {$1600.00}, I noticed all the money left my Citi <em>accounts</em>. I <em>finally</em> realize this may be a <em>fraud</em>. I called Citibank from another line and they <em>told</em> me this is a <em>fraud</em> while I was on the phone with XXXX. \n\nCitibank then started <em>fraud</em> investigation. \n\nOn XX/XX/XXXX, Citi informed me that since I authorized these transactions, I need to contact the receipt to get money back."],"issue":["<em>Fraud</em> or scam"]},"sort":[16.115099,"6519871"]},{"_index":"complaint-public-v1","_id":"16894041","_score":16.073162,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX my PayPal account was hacked by an unknown person and {$1000.00} was transferred to this account in three increments of {$330.00} and one transfer of {$1.00} using an unknown ( likely stolen ) debit card. These funds were used by an unknown person to purchased {$990.00} of cryptocurrency that was then transferred to an external wallet in small increments. PayPal reviewed the transactions and credited the unknown debit card {$1000.00} from my account, leaving me with a negative balance of {$990.00}. \n\nI have spoken with various departments at PayPal in the months since these transactions occurred seeking to resolve this situation and discovered today that they determined there was no evidence of an account takeover, that I have no opportunity to appeal this decision and that my debt of {$990.00} will be sent to collection on XX/XX/XXXX. \n\nIndividuals I spoke with at PayPal would consistently tell me for months that they would escalate the situation and that a supervisor would contact me. No supervisor would ever contact me and no escalation would occur. I was finally told today that no supervisor was ever going to call me and no escalation or review that was promised was ever going to actually happen because their fraud department had concluded ( incorrectly ) that no takeover of my account had occurred. I am unable to dispute the fraudulent charges on my PayPal account, despite their own acknowledgment that fraud occurred. PayPal employees lied to me for months that they would resolve this issue for me with full knowledge that no resolution was possible based on their own policies, leading me to carry a negative account balance and be sent to collections for fraud that they know happened.","date_sent_to_company":"2025-10-29T21:31:07.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"97211","tags":null,"has_narrative":true,"complaint_id":"16894041","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-10-29T21:01:15.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Individuals I spoke with at PayPal would consistently tell me for months that they would escalate the situation and that a <em>supervisor</em> would contact me. No <em>supervisor</em> would ever contact me and no escalation would occur. I was <em>finally</em> <em>told</em> today that no <em>supervisor</em> was ever going to call me and no escalation or review that was promised was ever going to actually happen because their <em>fraud</em> department had concluded ( incorrectly ) that no takeover of my <em>account</em> had occurred."],"issue":["<em>Fraud</em> or scam"]},"sort":[16.073162,"16894041"]},{"_index":"complaint-public-v1","_id":"8112112","_score":16.015696,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX XXXX, A charge was made on my CitiBank credit card of {$5600.00} without my knowledge. I saw this charge when I went to pay my monthly payment on XXXX. \nI immediately notified Citibank of this problem. Talked with several people before finally getting the fraud Dept. and was told they were opening a case. Fast forward to today, XX/XX/, after repeated calls, back and forth between the Billing dispute dept. ( which it is not ) and being told multiple times someone was going to take care of it, I call once again to be told \" ok We will open a case ''. Are you kidding me? As I have been typing this I have been on hold to speak with a supervisor in the fraud Dept. XXXX, has reached out to me and reassured me that a credit would be on my account within 2 to 5 days and a charge back would be sent to XXXX XXXX XXXX. My hopes are up that she will keep her word and finish this nightmare for me. XXXX XXXX","date_sent_to_company":"2024-01-05T17:00:49.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"324XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8112112","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-01-05T16:32:43.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Talked with several people before <em>finally</em> getting the <em>fraud</em> Dept. and was <em>told</em> they were opening a case. Fast forward to today, XX/XX/, after repeated calls, back and forth between the Billing dispute dept. ( which it is not ) and being <em>told</em> multiple times someone was going to take care of it, I call once again to be <em>told</em> \" ok We will open a case ''. Are you kidding me? As I have been typing this I have been on hold to speak with a <em>supervisor</em> in the <em>fraud</em> Dept."]},"sort":[16.015696,"8112112"]},{"_index":"complaint-public-v1","_id":"5483673","_score":16.014324,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date of Occurrence : XX/XX/XXXX Amount involved : XXXX Company involved : Discover Bank ( FDIC cert # : XXXX ) Nature of Complaint : On XX/XX/XXXX at XXXXXXXX XXXX  EST we were unable to login through our mobile banking and prompted to call Discover. When I called we were transferred to to the Fraud department. I spoke with XXXX in XXXX, AZ initially. She explained that our account had been closed due to a \" Business decision '' and that we no longer had access to the funds. There was no explanation given and we were not allowed to speak to a supervisor. We were told a supervisor would call us within 24-48 hours. I asked when the funds would be released and she said after the investigation is closed, they would issue after 60-90 days. I explained to her that I am XXXX  and due in 60 days, that we are set to close on a new home in 30 ; all to her telling me there is nothing she can do. \nOver the next few hours I proceeded to call back and attempt to speak to a supervisor. I spoke with multiple representatives all who told me the same scripted message, \" a business decision was made to close your account. '' After 3 hours I was transferred to XXXX in XXXX, AZ again ; she proceeded to cry and said \" I want to tell you something that is happening but I could lose my job. '' That threw up a red flag for me immediately. She finally transferred me to her supervisor, XXXX ( also located in XXXX, AZ ), who proceeded to tell me the account was closed by a malfunction in the computer. However, there was nothing he could do on his end. \n\nOn XX/XX/XXXX I spoke with XXXX in Discover 's Fraud department who told me again that the account was closed. I probed further and she finally disclosed that it was due to a check I deposited which included my middle name rather than my legal name ; therefore this was suspicious to them and it was a \" Business decision '' by Discover to close the account. I asked why they didn't contact me to confirm that this was actually me, and she informed me this is not how Discover operates. I continued to ask her what we are to do without any money for the next three months and she had no resolve ; stating \" it's out of my control. '' Action taken by Company : None. They have not reached out to resolve and they are locking down all funds we have for the next 90+ days without any alternative options.","date_sent_to_company":"2022-04-22T16:54:45.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30045","tags":null,"has_narrative":true,"complaint_id":"5483673","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2022-04-22T14:14:01.000Z","state":"GA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["She <em>finally</em> transferred me to her <em>supervisor</em>, XXXX ( also located in XXXX, AZ ), who proceeded to tell me the <em>account</em> was closed by a malfunction in the computer. However, there was nothing he could do on his end. \n\nOn XX/XX/XXXX I spoke with XXXX in Discover 's <em>Fraud</em> department who <em>told</em> me again that the <em>account</em> was closed."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.014324,"5483673"]},{"_index":"complaint-public-v1","_id":"11281908","_score":16.00086,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XXXX tried to access my cash app account from my phone and got a generic message that my account had been closed. Reached out to get more information and filed a dispute that they said would take up to 30 days. Meanwhile I could not perform normal transactions. I continue to inquire with no resolution or clear understanding of why the account was closed. No one could provide any details when I called. Finally after being persistent a representative gave me a case number XXXX but still couldn't provide any details. I requested a supervisor and was told there was not XXXX. I am concerned because I have been a victim of fraud and want to understand exactly what is going on with my account that caused this closure.","date_sent_to_company":"2024-12-26T16:42:54.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"23223","tags":"Servicemember","has_narrative":true,"complaint_id":"11281908","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-12-26T16:06:21.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Finally</em> after being persistent a representative gave me a case number XXXX but still couldn't provide any details. I requested a <em>supervisor</em> and was <em>told</em> there was not XXXX. I am concerned because I have been a victim of <em>fraud</em> and want to understand exactly what is going on with my <em>account</em> that caused this closure."],"issue":["Managing, opening, or closing your mobile wallet <em>account</em>"]},"sort":[16.00086,"11281908"]},{"_index":"complaint-public-v1","_id":"3532271","_score":15.994127,"_source":{"product":"Debt collection","complaint_what_happened":"I have accepted a settlement agreement with XXXXXXXX XXXX XXXX XXXX I have made payments on time as agreed. According to settlement letter ( I am attaching ). I have had several problems with Sequium including trying to collect the wrong amount from my account. -- This happened multiple times.\n\nI asked instead of making a draft on my account could we delete the future payments and I would call to make the payment each time. I was NOT told this would void the settlement offer in any way. The WRITTEN offer says NOTHING about requiring the payments to be automatically debited. \nToday I called to make an EARLY payment of {$53.00} to my account. The customer service rep. TOOK my payment it was TAKEN OUT of my account right away. \nI was then informed that the settlement agreement was no longer in place per a SUPERVISOR who noted my account ( noted that because I deleted the automatic draft the agreemtn was no longer in place ). \n\nI asked to speak to a supervisor who finally found the WRITTEN agreement that was sent to me ( although it took an act of Congress for them to send it to me ).\n\nThis supervisor said she would have a settlement letter sent to me but I don't trust anything this company has to say. I want to make sure this is resolved per our WRITTEN agreement. I have done EVERYTHING as AGREED.\n\nFinally, I don't appreciate the curt and crass tone of the supervisor today. She wanted to treat me like a child and FINALLY agreed to look at the documentation but not before telling me how many things she \" can't '' do and asking me if I have documentation YES, I have documentation and I have made all payments on or before the agreed time.\n\nThis is more than poor customer service it leaves a frustrated customer with no recourse. I have complained to the Texas Attorney General. To remove the agreement after a customer has followed the agreement to the letter is not just poor customer service it is against the Texas Deceptive Trade Practices act and amounts to fraud on a customer.","date_sent_to_company":"2020-02-14T20:33:41.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"76063","tags":null,"has_narrative":true,"complaint_id":"3532271","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Sequium Asset Solutions, LLC","date_received":"2020-02-14T20:04:54.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["TOOK my payment it was TAKEN OUT of my <em>account</em> right away. \nI was then informed that the settlement agreement was no longer in place per a <em>SUPERVISOR</em> who noted my <em>account</em> ( noted that because I deleted the automatic draft the agreemtn was no longer in place ). \n\nI asked to speak to a <em>supervisor</em> who <em>finally</em> found the WRITTEN agreement that was sent to me ( although it took an act of Congress for them to send it to me )."]},"sort":[15.994127,"3532271"]},{"_index":"complaint-public-v1","_id":"3532228","_score":15.994127,"_source":{"product":"Debt collection","complaint_what_happened":"I have accepted a settlement agreement with Conn 's XXXX XXXX I have made payments on time as agreed. According to settlement letter ( I am attaching ). I have had several problems with XXXX including trying to collect the wrong amount from my account. -- This happened multiple times. \nI asked instead of making a draft on my account could we delete the future payments and I would call to make the payment each time. I was NOT told this would void the settlement offer in any way. The WRITTEN offer says NOTHING about requiring the payments to be automatically debited. \nToday I called to make an EARLY payment of {$53.00} to my account. The customer service rep. TOOK my payment it was TAKEN OUT of my account right away. \nI was then informed that the settlement agreement was no longer in place per a SUPERVISOR who noted my account ( noted that because I deleted the automatic draft the agreemtn was no longer in place ). \n\nI asked to speak to a supervisor who finally found the WRITTEN agreement that was sent to me ( although it took an act of Congress for them to send it to me ). \n\nThis supervisor said she would have a settlement letter sent to me but I don't trust anything this company has to say. I want to make sure this is resolved per our WRITTEN agreement. I have done EVERYTHING as AGREED. \n\nFinally, I don't appreciate the curt and crass tone of the supervisor today. She wanted to treat me like a child and FINALLY agreed to look at the documentation but not before telling me how many things she \" can't '' do and asking me if I have documentation YES, I have documentation and I have made all payments on or before the agreed time. \n\nThis is more than poor customer service it leaves a frustrated customer with no recourse. I have complained to the Texas Attorney General. To remove the agreement after a customer has followed the agreement to the letter is not just poor customer service it is against the Texas Deceptive Trade Practices act and amounts to fraud on a customer.","date_sent_to_company":"2020-02-14T20:33:47.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"76063","tags":null,"has_narrative":true,"complaint_id":"3532228","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Conn's, Inc.","date_received":"2020-02-14T20:33:44.000Z","state":"TX","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["TOOK my payment it was TAKEN OUT of my <em>account</em> right away. \nI was then informed that the settlement agreement was no longer in place per a <em>SUPERVISOR</em> who noted my <em>account</em> ( noted that because I deleted the automatic draft the agreemtn was no longer in place ). \n\nI asked to speak to a <em>supervisor</em> who <em>finally</em> found the WRITTEN agreement that was sent to me ( although it took an act of Congress for them to send it to me )."]},"sort":[15.994127,"3532228"]},{"_index":"complaint-public-v1","_id":"8738641","_score":15.981262,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I tried calling Citibank Macy 's XXXX to resolve my account. I need to get my accounts resolved to get my XXXX XXXX Renewal. We fell behind as we lost our home and all our belongings from Hurricane Sally XX/XX/XXXX and XXXX insurance filed bankruptcy. We have received no loss-of-use or replacement of personal property. Claim is with XXXX. No settlement yet. I was told that my account was showing fraud that I could not do ANYTHING. I called around 4 times. On XX/XX/XXXX, I called and talked with approximately 12 reps. I was told that a Fraud Flag was put on my account but there was no fraud or any fraudulent activity. I was told that it was removed and I was finally sent to a rep to settle the account, which he hung up. I was on the phone for 3-1/2 hours being transferred back and forth to every dept. with no resolution. After being hung up on, I tried for a supervisor but was told it was XXXX XXXX they were no longer there. I started calling again this morning XX/XX/XXXX when they opened and have talked to 21 people today. I have been on numerous calls over 3-1/2 hours+ again. I was waiting for a supervisor but was told I could not wait but to call back again in 20 minutes. I explained the urgency as they made the error and I need it resolved to get my XXXX XXXX Renewal or I will lose my livelihood and job. I was again told that notes were made that it was not a fraud account and I called to settle. Again, told immediately it was marked fraud! I just get transferred back and forth or they hang up on me. I have been with this company over 20 years! I can not get this resolved to get my licensing. We have already lost everything from Hurricane Sally. I do not scream and I have been screaming at reps that will not listen to me or just transfer back to fraud again. I will never use Citibank again! How can I get this resolved??? They will not resolve the matter! I asked for the Legal Dept. more than once and told they do not have one available that I would have to send a letter??? I have no other option but to file complaints!!","date_sent_to_company":"2024-04-12T16:57:14.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"324XX","tags":null,"has_narrative":true,"complaint_id":"8738641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-04-10T17:21:12.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I was <em>told</em> that a <em>Fraud</em> Flag was put on my <em>account</em> but there was no <em>fraud</em> or any fraudulent activity. I was <em>told</em> that it was removed and I was <em>finally</em> sent to a rep to settle the <em>account</em>, which he hung up. I was on the phone for 3-1/2 hours being transferred back and forth to every dept. with no resolution. After being hung up on, I tried for a <em>supervisor</em> but was <em>told</em> it was XXXX XXXX they were no longer there."]},"sort":[15.981262,"8738641"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1143,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1143}]}},"product":{"doc_count":1143,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":410,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":321},{"key":"Savings account","doc_count":61},{"key":"Other banking product or service","doc_count":27},{"key":"CD (Certificate of Deposit)","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":225,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge 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