{"took":160,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":90,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6960542","_score":22.063217,"_source":{"product":"Checking or savings account","complaint_what_happened":"As an existing Ally Bank customer, I was excited when I heard about their 1 % cash bonus offer for moving money to an eligible account. The offer promised a cash bonus of up to {$500.00}, which was a significant amount for me. I immediately decided to take advantage of this opportunity and transferred {$50000.00} from an external bank account to one of my Ally Online Savings accounts, which was eligible for the bonus. \n\nI eagerly waited for the bonus to be deposited into my account. However, when I checked my account on XX/XX/XXXX, the day when the bonus was scheduled to be credited, I was surprised to find that Ally Bank had not credited the full bonus amount into my account. Instead, they had only credited {$410.00} to my account, even though I was eligible for the full {$500.00} bonus. \n\nFeeling frustrated and disappointed, I immediately contacted Ally Bank and opened a case to address the issue. The customer service representative assured me that the case would be reviewed and resolved within 5-7 days. However, after waiting for several weeks, I still hadn't received any updates from Ally Bank. \n\nFeeling concerned about the lack of communication, I decided to follow up with Ally Bank. Unfortunately, the responses I received were not helpful. They informed me that my case was still being reviewed and that they could not provide me with any timeline or updates. This only added to my frustration and XXXX  about the situation. \n\nAs days turned into weeks and weeks turned into months, I found myself becoming increasingly frustrated with Ally Bank 's lack of progress on my case. I had provided all the necessary information and met all the requirements for the bonus, yet I was not receiving the full amount. It was extremely frustrating, and I felt like my concerns were not being taken seriously. \n\nAfter waiting for 91 calendar days, which was 64 bank working days, I contacted Ally Bank again to express my concerns. I was hopeful that my case would finally be resolved, but I was disappointed to receive the same response as before - that the case was still being reviewed, and they were unable to provide me with a timeline. \n\nThe lack of progress and communication from Ally Bank was frustrating, and I was losing faith in the bank. I had been a loyal customer for a long time, but their handling of my case made me feel like my business was not valued. I was starting to wonder if I should take my business elsewhere as this whole experience left me feeling frustrated and disillusioned with Ally Bank. \n\nIn conclusion, the lack of communication and slow progress on my case was frustrating and disappointing. I had met all the requirements for the cash bonus, yet Ally Bank failed to credit the full amount into my account. Their lack of responsiveness and failure to provide me with a timeline or updates left me feeling frustrated and uncertain.","date_sent_to_company":"2023-05-10T19:24:11.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"22193","tags":null,"has_narrative":true,"complaint_id":"6960542","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2023-05-10T19:00:12.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["As days turned into weeks and weeks turned into months, I found myself becoming increasingly <em>frustrated</em> with Ally <em>Bank</em> 's <em>lack</em> of progress on my case. I had provided all the necessary information and met all the requirements for the bonus, yet I was not receiving the full amount. It was extremely <em>frustrating</em>, and I felt like my <em>concerns</em> were not being taken seriously. \n\nAfter waiting for 91 calendar days, which was 64 <em>bank</em> working days, I contacted Ally <em>Bank</em> again to express my <em>concerns</em>."]},"sort":[22.063217,"6960542"]},{"_index":"complaint-public-v1","_id":"5720481","_score":21.549438,"_source":{"product":"Checking or savings account","complaint_what_happened":"For over a year now Ive been asking the Truist Financial Corporation why the bank is not using Two Factor Authentication ( 2FA, ) for access their Web Online services. After repeated inquiries for an answer the Banks IT security department has ignored my requests. My hope was that this security feature would have been implemented as part of the merger with BB & T in XXXX however it was not!! I don't believe Truist taking its customers online security seriously and would like the bank to step up and enact the 2FA for Web Online Access to their services. Left frustrated with the Banks lack of concern for its Web Online customers Im requesting the Federal Financial Institutions Examination Council ( FFIEC ) investigate the Truist Financial Corporations Online Authentication and Access Risk Management policies. If the management of all the banks security policies ( especially Web Access ) are found to be inadequate, I would like to see the Consumer Financial Protection Bureau ( CFPB ) take immediately action to have Bank address them in a timely manner Thank you for your consideration","date_sent_to_company":"2022-06-28T15:40:30.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"27284","tags":"Older American","has_narrative":true,"complaint_id":"5720481","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-06-28T15:28:29.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I don't believe Truist taking its customers <em>online</em> security seriously and would like the <em>bank</em> to step up and enact the 2FA for Web <em>Online</em> Access to their services. Left <em>frustrated</em> with the <em>Banks</em> <em>lack</em> of <em>concern</em> for its Web <em>Online</em> customers Im requesting the Federal Financial Institutions Examination Council ( FFIEC ) investigate the Truist Financial Corporations <em>Online</em> Authentication and Access Risk Management policies."]},"sort":[21.549438,"5720481"]},{"_index":"complaint-public-v1","_id":"8202000","_score":18.893415,"_source":{"product":"Student loan","complaint_what_happened":"I reached out to inquire about the status of my payment, and their assurance that it had posted without the possibility of a refund turned out to be inaccurate. To my dismay, I incurred additional charges, including fees and interest, while my bank has no record of any attempt to collect from my account. \n\nDespite multiple attempts to rectify the situation, the company lacks online debit payment options, and the bank transfer process is not only inconvenient but also takes up to a week. This delay is adversely affecting my credit, adding to the urgency of resolving this matter promptly. \n\nHaving engaged with a representative, I was led to believe that my payment was successfully processed. However, the discrepancy persists, and to compound matters, I discovered an unexpected and unjustified charge of {$210.00} on top of my initial payment. \n\nThis unsettling scenario not only raises concerns about the company 's transparency but also suggests a potential fraudulent aspect to their dealings. I am deeply frustrated and troubled by this situation, and I implore the company to address and rectify these issues urgently for the sake of fairness and financial integrity.","date_sent_to_company":"2024-01-22T13:16:55.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"19406","tags":null,"has_narrative":true,"complaint_id":"8202000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2024-01-22T12:45:13.000Z","state":"PA","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["To my dismay, I incurred additional charges, including fees and interest, while my <em>bank</em> has no record of any attempt to collect from my account. \n\nDespite multiple attempts to rectify the situation, the company <em>lacks</em> <em>online</em> debit payment options, and the <em>bank</em> transfer process is not only inconvenient but also takes up to a week. This delay is adversely affecting my credit, adding to the urgency of resolving this matter promptly."]},"sort":[18.893415,"8202000"]},{"_index":"complaint-public-v1","_id":"7229586","_score":18.890522,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened an online checking account tempted by a CITIBANK 's bonus offer to earn XXXX of XXXX XXXX miles. A month after the accounts origination, XX/XX/XXXX, it was unjustly closed without any communication, on-line access was blocked. Even though the account was closed it still accepted part of my payroll deposit ( {$500.00} ) and cleared a personal check ( {$700.00} ) from my other bank. There was about {$650.00} in tat account already in the account prior to that. Any attempts to recover my funds have been unsuccessful. I contacted customer service center on multiple occasions only to get more frustrated. Submitted verbal and written complaints - no response. The centers employees gave me robotic, scripted answers and lacked professionalism. My concerns regarding my funds being retained without valid reason were not addressed. At this time CITIBANK has been in possession of {$1800.00} + of my funds for over a month which is a violation of funds availability policy and completely unacceptable, unethical practice.","date_sent_to_company":"2023-07-11T01:00:56.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"49417","tags":null,"has_narrative":true,"complaint_id":"7229586","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-07-11T00:15:45.000Z","state":"MI","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 contacted customer service center on multiple occasions only to get more <em>frustrated</em>. Submitted verbal and written complaints - no response. The centers employees gave me robotic, scripted answers and <em>lacked</em> professionalism. My <em>concerns</em> regarding my funds being retained without valid reason were not addressed."]},"sort":[18.890522,"7229586"]},{"_index":"complaint-public-v1","_id":"11468453","_score":17.412006,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to formally lodge a complaint regarding my experience with U.S. Bank and the handling of my account. I opened an account with U.S. Bank in XX/XX/XXXX and did not make any transactions until XX/XX/XXXX. On or about XX/XX/XXXXXXXX I received an email notification stating my payment was late, but I did not receive the statement prior to this, contributing to my misunderstanding. \n\nUpon receiving the email, I accessed my account and contacted U.S. Bank to address the {$30.00} late fee. I made a payment of {$300.00} and also set up auto payments of {$300.00} per month. During this conversation, I requested the fee be removed, explaining the situation. However, I was told it could not be waived. I mentioned that many credit card companies offer one-time goodwill adjustments, but the representative still declined my request. \n\nI requested escalation to a supervisor. The representative assured me I would receive a callback, but I never heard back. On XX/XX/XXXX, I contacted U.S. Bank again via online chat and reiterated my concerns about the lack of follow-up. In response, I was told that the supervisor had indeed reached out. However, I never received any such call, and before I could clarify, the chat abruptly disconnected with a message stating I had ended the conversation, which was not the case. \n\nGiven I never received the statement and the circumstances of this fee, I respectfully request that the {$30.00} late fee be removed. I am deeply frustrated by the lack of customer service and poor handling of my concerns. I have made every effort to resolve this issue, including making the payment and setting up automatic payments, yet I am still faced with unhelpful responses and poor service. I am astonished that a company would be so inflexible. If this is the service U.S. Bank provides, I am seriously reconsidering my association with the company. \n\nI respectfully request this matter be investigated and I be contacted promptly with a resolution. \n\nThank you for your attention to this matter.","date_sent_to_company":"2025-01-10T18:41:47.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"31410","tags":"Older American","has_narrative":true,"complaint_id":"11468453","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2025-01-10T18:35:54.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I am deeply <em>frustrated</em> by the <em>lack</em> of customer service and poor handling of my <em>concerns</em>. I have made every effort to resolve this issue, including making the payment and setting up automatic payments, yet I am still faced with unhelpful responses and poor service. I am astonished that a company would be so inflexible. If this is the service U.S. <em>Bank</em> provides, I am seriously reconsidering my association with the company."]},"sort":[17.412006,"11468453"]},{"_index":"complaint-public-v1","_id":"11212061","_score":17.363525,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I am writing to file a formal complaint against Santander consumer USA regarding my car loan, which I recently paid off. Despite fulfilling my payment obligations, I made an additional payment by mistake and have not received the refund for this amount. \nUpon contacting XXXX customer service, I was informed that the refund check is considered lost in the mail and there is speculation that it may have been stolen. I was told that once the check is cashed, Santander would not be responsible for any losses incurred, which I find unacceptable. \nAdditionally, I have faced numerous challenges attempting to resolve this issue due to poor customer service. My calls to the bank often go unanswered and the online chat feature routinely disconnects after being on hold for XXXX minutes. This has made it exceedingly difficult to follow up on my case or to receive any clear information. \nAs there is no reference number associated with my claim, I feel that my situation is being neglected without any avenue for proper resolution. I am very frustrated with the lack of responses and resolution from Santander Bank regarding my funds. \nI kindly request that the CFPB investigate this matter to ensure that consumers like myself are treated fairly and that our concerns are addressed promptly. \nThank you for your assistance in this matter, and I look forward to your timely response.","date_sent_to_company":"2024-12-19T17:33:41.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"30518","tags":null,"has_narrative":true,"complaint_id":"11212061","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2024-12-19T16:45:39.000Z","state":"GA","company_public_response":null,"sub_issue":"Unable to receive car title or other problem after the loan is paid off"},"highlight":{"complaint_what_happened":["My calls to the <em>bank</em> often go unanswered and the <em>online</em> chat feature routinely disconnects after being on hold for XXXX minutes. This has made it exceedingly difficult to follow up on my case or to receive any clear information. \nAs there is no reference number associated with my claim, I feel that my situation is being neglected without any avenue for proper resolution. I am very <em>frustrated</em> with the <em>lack</em> of responses and resolution from Santander <em>Bank</em> regarding my funds."]},"sort":[17.363525,"11212061"]},{"_index":"complaint-public-v1","_id":"2817684","_score":17.038767,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, I received an unsolicited phone call from someone claiming to work at Wells Fargo. The person said there was a problem with our upcoming automatic payment draft in XX/XX/XXXX and asked me to provide our bank account and routing number. \n\nThis phone call occurred the day after XXXX. I was in no position to give out our bank information through an unsolicited caller. I expressed my concern to the caller and then went online to wellsfargo.com to check our account after hanging up. Everything looked in order. Our bank account information had not changed in years. I sent Wells Fargo a secure message online and expressed my concern for what I believed to be a phishing call. \n\nOur payment went through online in XX/XX/XXXX but never was reduced in our bank account. About a week after the payment online was posted, Wells Fargo sent us an email stating the payment could NOT go through. I went online and tried to re-enter our same bank account information and it said it was already on file. I then deleted our information on file and tried to set up a manual electronic payment from a savings account. I doubted it would go through and also re-entered the same original bank account information and tried to set up a manual payment. \n\nEventually both payments went through. Again, Wells Fargo did not explain why manual payments could go through fine but it was our fault / our bank 's fault for an unexplained error in pulling an automatic payment. Upon request, Wells Fargo returned the payment from the alternative account, leaving just one payment made for XX/XX/XXXX. \n\nI scheduled a manual electronic payment for XX/XX/XXXX and it just recently went through. Wells Fargo has yet to acknowledge its error or lack of responsibility for the XX/XX/XXXX phone call that did nothing to accept responsibility for the problem. \n\nIn a letter dated XX/XX/XXXX, Wells Fargo send me a letter saying that they have reviewed our complaint and said that since they told us the call in XX/XX/XXXX was legitimate, we were warned of the problem with our automatic payment. Therefore we had no reason to be frustrated or upset. \n\nWells Fargo is a huge company that acts without apparent care for an individual mortgage payer. We have never missed a payment and try to pay extra whenever we can. It feels like they are being deceptive, using practices like unsolicited calls around the holidays that an average consumer would be wary of, and taking no accountability for why their system can still not set up an automatic payment for a bank account that had worked just fine for years. \n\nWe asked for some type of financial compensation / credit to our account for the inconvenience. We also asked that no negative credit reporting be done on our account. \nWhile they ignored the former request and promised the latter, I think this company needs to be reviewed again for deceptive practices. Thank you.","date_sent_to_company":"2018-02-17T22:52:22.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"50265","tags":null,"has_narrative":true,"complaint_id":"2817684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-02-17T22:27:39.000Z","state":"IA","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 sent Wells Fargo a secure message <em>online</em> and expressed my <em>concern</em> for what I believed to be a phishing call. \n\nOur payment went through <em>online</em> in XX/XX/XXXX but never was reduced in our <em>bank</em> account. About a week after the payment <em>online</em> was posted, Wells Fargo sent us an email stating the payment could NOT go through. I went <em>online</em> and tried to re-enter our same <em>bank</em> account information and it said it was already on file."]},"sort":[17.038767,"2817684"]},{"_index":"complaint-public-v1","_id":"11468571","_score":16.688383,"_source":{"product":"Checking or savings account","complaint_what_happened":"As a business customer with multiple accounts at Bank of America, I am experiencing significant frustration regarding a recent issue. I have encountered a problem with a double payment made on my business credit card, for which I requested a refund to my Bank of America checking accountthe same account from which the duplicate payment was drawn. This request was submitted over a month ago, specifically on XX/XX/ 2024, yet I have yet to see the funds returned to my checking account. During my second call to customer service, I was informed that the initial representative had submitted the request incorrectly, necessitating a new claim to be filed. On XX/XX/XXXX, I was assured via online chat that the request had been approved on XX/XX/2024, and that the refund would be processed within five business days. However, as of XX/XX/XXXX, the funds are still not reflected in my account, leaving me perplexed about the delay in processing this refund. \n\nIn addition to the refund issue, I am equally frustrated with the automated customer service system. The system creates an endless loop that prevents me from connecting with a live representative. Despite my attempts to provide the necessary information, such as my account number and Social Security number, the automated prompts fail to recognize my inputs and hung up. This results in a repetitive cycle where I am continually asked why I wish to speak with a representative, without any progress being made toward resolving my concerns. The lack of effective communication within the automated system is not only time-consuming but also exasperating, as it hinders my ability to address urgent matters. \n\nIf this is the level of service that Bank of America intends to provide to its customers, I am seriously considering closing my accounts. The current system forces customers into a frustrating interaction with a robotic interface that does not adequately address their needs. It is imperative that the bank reevaluates its automated processes to ensure that customers can easily reach a live representative when they express a desire to do so. A more responsive system that prioritizes customer needs would greatly enhance the overall experience and restore my confidence in Bank of Americas commitment to its clients.","date_sent_to_company":"2025-01-10T19:16:05.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"302XX","tags":null,"has_narrative":true,"complaint_id":"11468571","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-01-10T18:49:00.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["This results in a repetitive cycle where I am continually asked why I wish to speak with a representative, without any progress being made toward resolving my <em>concerns</em>. The <em>lack</em> of effective communication within the automated system is not only time-consuming but also exasperating, as it hinders my ability to address urgent matters. \n\nIf this is the level of service that <em>Bank</em> of America intends to provide to its customers, I am seriously considering closing my accounts."],"company":["<em>BANK</em> OF AMERICA, NATIONAL ASSOCIATION"]},"sort":[16.688383,"11468571"]},{"_index":"complaint-public-v1","_id":"7534550","_score":16.408306,"_source":{"product":"Checking or savings account","complaint_what_happened":"I attempted to open a checking account with Truist Bank 6 months ago after coming across an online advertisement for their services. The initial online account setup process was smooth and efficient. \n\nAfter successfully opening the account online and depositing an initial sum of {$50.00} as required for the checking account, I received no indication or notification about the need to physically verify my identification at a Truist branch. My account was inexplicably frozen the next day, rendering it inaccessible for use. I never received essential items like a debit card, checkbook, full account number, or any means to access my funds. I found myself locked out of the online account, unable to manage my finances, and deposit additional funds. \n\nTo my astonishment, I was informed that, in order to unfreeze my account, I must undertake the arduous task of physically verifying my identity at a local Truist branch. The nearest branch is situated in another state, a daunting 200 miles away from my current location. Considering the considerable distance, travel expenses, and the total lack of foresight regarding this requirement, I made a humble plea to have my account closed, as it had become evident that this experience was far from the banking convenience I had anticipated. Regrettably, my plea for account closure was met with resistance, as the bank insisted that a branch visit was mandatory before they would even entertain the idea of closing my account.\n\nThe situation took a turn for the worse when I received an alarming call from the bank today. They informed me of an overdraft of approximately {$10.00} on my account, caused by monthly fees being deducted without my knowledge or consent. This revelation was the first time I became aware of this issue since I had no access to critical account statements or related information from the bank. Shockingly, I was told that due to my account being frozen, they could not accept a payment over the phone or through any other feasible method, and they could not close my account. Instead, I was instructed, yet again, to make the 200-mile journey to a local branch in person to settle this outstanding balance. Moreover, the bank threatened to send my account information to collections, a prospect that greatly concerns me as I am actively considering the purchase of a home, and maintaining a positive financial record is crucial for this endeavor. \n\nThis ordeal has left me deeply frustrated and perplexed, as I have never encountered such rigid and impractical procedures with other banks, many of which offer seamless online account management and resolution options. I kindly request the assistance of the CFPB in helping me resolve this problem. Your intervention would be greatly appreciated. Thank you so much for your attention and support.","date_sent_to_company":"2023-09-12T14:23:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"44120","tags":null,"has_narrative":true,"complaint_id":"7534550","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-09-12T14:14:19.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Moreover, the <em>bank</em> threatened to send my account information to collections, a prospect that greatly <em>concerns</em> me as I am actively considering the purchase of a home, and maintaining a positive financial record is crucial for this endeavor. \n\nThis ordeal has left me deeply <em>frustrated</em> and perplexed, as I have never encountered such rigid and impractical procedures with other <em>banks</em>, many of which offer seamless <em>online</em> account management and resolution options."]},"sort":[16.408306,"7534550"]},{"_index":"complaint-public-v1","_id":"20537604","_score":15.794985,"_source":{"product":"Checking or savings account","complaint_what_happened":"My experience with Wells Fargo has been XXXX of the most frustrating and disappointing experiences I have ever had with a financial institution. \nI was the victim of a very clear scam involving fraudulent checks and activity on my account. I immediately reported the issue and filed fraud claims, expecting my bank to investigate and protect my account. Instead, Wells Fargo denied both of my fraud claims and refused to return the money that was taken from my account. \nWhat makes this even more concerning is that when Wells Fargo sent me copies of the checks involved, they clearly showed that the checks were written by an individual not the company I was told they were from. Despite this obvious red flag, the bank still refused to acknowledge the fraud. \nEven more troubling is that there were no fraud alerts, no calls, and no attempt from the bank to protect my account or verify suspicious activity. Customers trust banks to safeguard their money and identify unusual transactions, and in this case, Wells Fargo completely failed to do that. \nOn top of the fraud issue, Wells Fargo also refused to honor the {$320.00} promotional bonus that I was supposed to receive when opening my account. I did not receive the promotional code until after the account was opened, and their own website stated that I could provide the code by calling or visiting a branch. I made multiple attempts to do exactly that. I XXXX tried to give the code to XXXX, who told me he could not accept it. I then attempted to provide it to a branch manager who was in training, and he also refused to accept it. \nWells Fargo still is not taking any accountability for their lack of protection in this case. It is very clear they do not want to take care of their customers. I would strongly caution anyone against falling for their so-called promotional bonuses they are misleading at best, especially if you open an account online without working directly with a representative. In my experience, they do not honor what they advertise. \nThis entire situation shows a serious lack of accountability and customer protection. When a bank refuses to stand behind its customers in cases of clear fraud and ignores its own promotional commitments, it raises serious concerns about how they treat the people who trust them with their money. \nI would strongly urge anyone considering banking with Wells Fargo to think carefully before doing so. \nSomeone needs to investigate them - if you look at their reviews on XXXX, trust pilot, wherever you will see many customers have basically the same type of concern. and they are not a institution that takes care of their customers but they dont mind taking from their customers. and its obvious. I also feel like something needs to be done and addressed before they continue to financially hurt other people.","date_sent_to_company":"2026-03-24T13:29:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"324XX","tags":null,"has_narrative":true,"complaint_id":"20537604","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-24T13:22:48.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["This entire situation shows a serious <em>lack</em> of accountability and customer protection. When a <em>bank</em> refuses to stand behind its customers in cases of clear fraud and ignores its own promotional commitments, it raises serious <em>concerns</em> about how they treat the people who trust them with their money. \nI would strongly urge anyone considering banking with Wells Fargo to think carefully before doing so."]},"sort":[15.794985,"20537604"]},{"_index":"complaint-public-v1","_id":"8501884","_score":15.529144,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am writing to submit a formal complaint regarding a series of unauthorized transactions and the subsequent mishandling of my claim by Citizens Bank. \n\nOn XX/XX/2024, I observed {$2500.00} in pending transactions on my Citizens bank account. These transactions, originating from various merchants with whom I had no prior association ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), immediately raised concerns. Without delay, I contacted the fraud department to report these unusual activities and initiated a claim for the unauthorized transactions. Notably, this incident marked the second occasion within a few weeks that my account had been compromised, despite assurances following the initial fraud attempt and subsequent resetting of both my online banking credentials and debit card. \n\nSince XX/XX/XXXX, I have diligently pursued resolution of my claim through various means. I sought assistance from online banking technical support to address recurring issues with my password being changed and subsequent account lockouts. During this interaction, I was informed that my phone number had been 'spoofed ', resulting in unauthorized access to my online banking account from an IP address located in XXXX XXXX Following the recommendation provided, I promptly closed my online banking account, changed my phone number, reset all network settings, and froze my Citizens bank account due to the compromise with eventual intent to close, all money has been withdrawn and the account left open until funds are recovered. \n\nDespite my proactive efforts, I encountered significant challenges in resolving the matter with Citizens Bank. Subsequent follow-ups, visits to multiple branches, and considerable time investment yielded no progress. To my dismay, I discovered that my claim had been denied after numerous attempts to obtain updates on its status. On XX/XX/2024, I visited a branch in person seeking an update, only to leave after a four-hour wait due to the fraud department 's refusal to verify me over the phone. The following day, upon calling in, I was informed of the claim denial, citing \" fraud did not occur '' as the reason. Subsequent attempts to escalate the claim resulted in a secondary review, which ultimately yielded no resolution. \n\nOn XX/XX/2024, I contacted Citizens Bank once again, only to be informed that the second review had also been denied. This repeated denial, coupled with conflicting information provided by bank representatives, has left me profoundly frustrated. Furthermore, the disrespectful treatment I received, including being snickered at and laughed at, is wholly unacceptable. I have escalated this matter to the XXXX of the XXXX. \n\nIn light of the above, I hereby formally lodge the following complaints : XXXX. Unauthorized Transactions : A detailed record of the unauthorized transactions totaling {$2500.00} on XX/XX/2024. \nXXXX. Mishandling of Claim : Citizens Bank 's failure to adequately investigate and address the unauthorized transactions, resulting in unjust denial of my claim and lack of evidence for denial. \nXXXX. Poor Customer Service : Unprofessional conduct exhibited by bank representatives, including disrespectful behavior and provision of conflicting information. \n\nI request a thorough investigation into these matters and appropriate action to rectify the situation. Additionally, I urge prompt resolution of my claim and reimbursement of the wrongfully withheld funds. \n\nThank you for your attention to this matter. I anticipate a timely response and resolution. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2024-03-07T18:22:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"06360","tags":null,"has_narrative":true,"complaint_id":"8501884","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2024-03-07T18:04:32.000Z","state":"CT","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["To Whom It May <em>Concern</em>, I am writing to submit a formal complaint regarding a series of unauthorized transactions and the subsequent mishandling of my claim by Citizens <em>Bank</em>. \n\nOn XX/XX/2024, I observed {$2500.00} in pending transactions on my Citizens <em>bank</em> account. These transactions, originating from various merchants with whom I had no prior association ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), immediately raised <em>concerns</em>."]},"sort":[15.529144,"8501884"]},{"_index":"complaint-public-v1","_id":"22985846","_score":15.253178,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I initiated a call to inquire about an alarming issue : my money transfer was unexpectedly canceled, and my transfer account had been suspended. Concerned about the situation, I reached out to my bank to understand why all of my linked external accounts associated with my Ally Bank account were affected. The representative explained that the suspension occurred because my name was not listed on two external accounts that are solely in my wife 's name. While we do have a joint account with Ally Bank in both our names and linked to all our information, this situation still caused significant confusion.\n\nBefore this incident, linking my wife 's XXXX account as an external account had never been a problemI could manage those transfers seamlessly through my online profile. However, when I attempted to add her XXXX XXXX account as a new external account, it triggered the suspension of all accounts linked to my Ally Bank profile. The reason given was that I lacked the necessary authorization to perform this action, and they advised that I must set up my own account with Ally Bank for any transactions involving my accounts to proceed.\n\nOn either XX/XX/XXXX or XXXX, a representative opened a support ticket and assured me they would resolve the issue within 1 to 2 business days. I was hopeful, but when I followed up on XX/XX/XXXX, I received no updates or answers regarding the status of my ticket. Feeling increasingly concerned, I called again on XX/XX/XXXX, yet still, no new information emerged. After reaching out once more on XX/XX/XXXX, I was informed that they would reopen my ticket, with yet another promise of resolution within one to two business days. \n\nFollowing up on XX/XX/XXXX, I reached out again and repeated my inquiries on Friday, likely the XXXX of XXXX, during which I spoke to multiple representatives. Frustrated by the lack of progress, I called again today, XX/XX/XXXX, and got the same answer and another open ticket.\n\nDuring each of these interactions, I was consistently reassured that my issue was being escalated, and a ticket would be sent to the back office for review. I was told that someone would contact me promptly to provide an update. However, despite these repeated assuranceseach time I called back to seek clarity on the situationI received only the same frustratingly identical responses, indicating that a representative would reach out within one to two business days.\n\nAs the weeks dragged on, it became painfully clear to me that I was caught in a loop of unfulfilled promises and vague timelines. I expressed to each representative my urgent need for a genuine resolution and my desire to be kept promptly informed of the progress of my case. Additionally, I made specific requests to escalate the matter by asking to speak with a supervisor or to establish direct communication with the back-office team, the same entity they routinely put me on hold to contact. Unfortunately, my requests were repeatedly denied, with the representatives merely reciting their previous scripted response : We will contact you in one to two business days.\n\nDuring our conversations, I conveyed my concerns about the apparent lack of urgency. I pointed out that my issue had been unresolved for several weeks and inquired whether, should it remain unresolved, I might finally have the opportunity to speak directly with the back office during my next follow-up. The response I received was quite vague : \" We'll see what they say, and we will figure it out from there. '' This left me feeling even more frustrated, especially after highlighting that I had now been subjected to a three-week cycle of the same disappointing narrativebeing told that someone would certainly get back to me, yet witnessing no actual change or progress.\n\nDespite my constant efforts and commitment to resolving this matter, I am repeatedly met with the same unsatisfactory responses, reinforcing the notion that I should expect to hear back from them within one to two business days. The ongoing lack of progress, communication, and transparency in addressing my issue has left me both frustrated and disheartened.","date_sent_to_company":"2026-06-08T13:44:56.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"016XX","tags":null,"has_narrative":true,"complaint_id":"22985846","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2026-06-08T13:23:38.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["The ongoing <em>lack</em> of progress, communication, and transparency in addressing my issue has left me both <em>frustrated</em> and disheartened."]},"sort":[15.253178,"22985846"]},{"_index":"complaint-public-v1","_id":"11420121","_score":15.096511,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I registered my business, XXXX XXXX XXXX, with the New York Department of State ( File Number : XXXX ). The following day, I obtained an XXXX ( XXXX ). Shortly thereafter, I filed all required documents with New York State and the IRS, including an S-Corp tax election, which was approved.\n\nSince my business was not set to take clients until XXXX, I delayed opening a business checking account until XX/XX/XXXX. As a lifelong client of Bank of Americaholding a checking, savings, and three credit card accounts in good standingI naturally chose them for my business account to streamline banking and facilitate easier transfers between accounts. \nOn XX/XX/XXXX, I applied online for a small business checking account and was approved immediately - BOA Business Checking ending in XXXX. Shortly after, I received a letter dated XX/XX/XXXX, welcoming me as a new account holder and expressing that the bank was honored to have my business. The letter listed XXXX steps to complete : submitting a XXXX XXXX XXXX, activating online and mobile banking ( which I had already done ), and making a deposit. No deadlines were mentioned for these requirements. \nBefore I could complete these steps, I received another letter, dated XX/XX/XXXX, stating that Bank of America had decided to close my account. The letter warned that this decision could affect my ability to open accounts at other financial institutions for up to five years and that the decision may be reported to XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX. An XXXX number was provided for questions. \nAttempts to Resolve the Issue XXXX. Initial Call ( XX/XX/XXXX ) : o I spoke with a representative at the XXXX number provided. Her responses were dismissive and unhelpful. She stated that per the terms and conditions, Bank of America could close accounts without providing a reason. Concerned as a loyal client, I escalated the call to a supervisor, who reiterated the same response, offering no additional information. \nXXXX. Second Attempt to Open an Account ( XX/XX/XXXX ) : o Assuming the issue stemmed from not funding the account quickly enough, I applied for a new business checking account and attempted to transfer money immediately. However, I was unable to use a bank transfer because I was only given the option to fund the account using a debit card, which I did not have due to it being replaced. Despite this, I submitted the application, but it was reviewed and rejected. \nXXXX. Phone Appointment ( XX/XX/XXXX ) : o XXXX setup a phone appointment to speak to a representative about this matter. The representative assured me that there were flags on my account that could be resolved. She transferred me to the risk department, where I was informed that Bank of America had decided not only to deny my application but also to prohibit me from opening any future accounts. I was given no explanation for this decision. \nXXXX. Follow-Up Call : o That afternoon, another representative called me to follow-up. She encouraged me to visit a branch in person, expressing confidence that the issue could be resolved there. She helped me schedule an appointment for XX/XX/XXXX. \nXXXX. In-Person Appointment ( XX/XX/XXXX ) : o At the XXXX XXXX XXXX NJ XXXX XXXX I met with XXXX XXXX XXXX Initially warm and helpful, she took my ID and business paperwork, but after entering my information into the system, her demeanor changed. She informed me she could not assist me and referred me back to the XXXX number. \no Frustrated, I called the number from my car, while still parked in the banks parking lot. The representative attempted to verify my account using my business establishment date. Despite providing the correct information, she could not verify me and advised me to return to the branch for assistance. \no When I re-entered the branch, I was informed that no additional information would be provided, even if the branch called on my behalf, and that there was nothing further anyone could do to assist me. \n\nConcerns : XXXX. Lack of Transparency : o I was never given a clear reason for the account closure or why I was barred from opening future accounts with Bank of America. \nXXXX. XXXX XXXX of a Loyal Client : o As a lifelong customer with accounts in good standing, this experience has been deeply frustrating, confusing and somewhat offensive. \nXXXX. Potential Errors : o The lack of transparency raises concerns about possible inaccuracies or errors in the banks records that I am unaware of.","date_sent_to_company":"2025-01-07T06:07:59.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"10583","tags":null,"has_narrative":true,"complaint_id":"11420121","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-01-07T05:50:38.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["<em>Concerns</em> : XXXX. <em>Lack</em> of Transparency : o I was never given a clear reason for the account closure or why I was barred from opening future accounts with <em>Bank</em> of America. \nXXXX. XXXX XXXX of a Loyal Client : o As a lifelong customer with accounts in good standing, this experience has been deeply <em>frustrating</em>, confusing and somewhat offensive. \nXXXX. Potential Errors : o The <em>lack</em> of transparency raises <em>concerns</em> about possible inaccuracies or errors in the <em>banks</em> records that I am unaware of."],"company":["<em>BANK</em> OF AMERICA, NATIONAL ASSOCIATION"]},"sort":[15.096511,"11420121"]},{"_index":"complaint-public-v1","_id":"7910574","_score":14.938655,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Discover Bank Fraud Subject : Urgent Matter - Multiple Attempts to Address Fraudulent Charges on My Account Dear Discover Bank Fraud Department I hope this letter finds you well. I am writing to bring to your attention a matter of great concern regarding my Discover Bank Credit Card. Over the past two years, I have made numerous attempts to address fraudulent charges on my account, but unfortunately, the issue remains unresolved. \nIn late XXXX, I first noticed unauthorized transactions on my Discover Bank credit card statement. Alarmed by these charges, I immediately contacted the Discover customer service hotline to report the fraudulent activity. The representative I spoke to assured me the matter would be thoroughly investigated, and the charges would be reversed. \nTo my dismay, the fraudulent charges were not removed from my account, and I subsequently made several follow-ups calls to your customer service department. Each time, I was assured that the issue would be escalated and resolved promptly. However, despite these assurances, the unauthorized charges persist in my statement. \nIn addition to phone calls, I have also submitted written complaints through your online CFPB, FTC, and Disputes through the credit bureaus. Regrettably, I have not received any acknowledgment or resolution to my concerns. Other than, \" We have been unable to contact you, \" My contact information is the same. I find it incredibly frustrating and disheartening that my attempts to address this matter have gone unanswered for so long. I am not denying the account is mine. \nI understand that resolving fraud cases can be a complex process, but Discover Bank lack of communication and action is deeply troubling. However, the current situation has eroded my confidence in Discover Banks ability to protect its cardholders from fraud. \nPlease thoroughly investigate the fraudulent charges on my account and provide a detailed update on the steps to resolve this matter. Additionally, I would like to resolve this matter as quickly as possible. \nI appreciate your immediate attention to this matter and trust that Discover Bank will rectify the situation promptly. I am willing to provide any additional information or documentation to aid in the resolution of this issue. I have asked Discover Bank for statements showing itemized TRANSACTIONS for the years XX/XX/XXXX through XX/XX/XXXX, but they refused to comply. \n\nPS. Enclosed are a list of documents : 1. Drivers License 2. Identity Theft report filed with FTC XXXX. XXXX XXXX XXXX XXXXXXXX stating they are unable to contact me after sending multiple dispute letters.","date_sent_to_company":"2023-11-27T18:08:40.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30127","tags":null,"has_narrative":true,"complaint_id":"7910574","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2023-11-27T17:15:32.000Z","state":"GA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["In addition to phone calls, I have also submitted written complaints through your <em>online</em> CFPB, FTC, and Disputes through the credit bureaus. Regrettably, I have not received any acknowledgment or resolution to my <em>concerns</em>. Other than, \" We have been unable to contact you, \" My contact information is the same. I find it incredibly <em>frustrating</em> and disheartening that my attempts to address this matter have gone unanswered for so long. I am not denying the account is mine."],"company":["DISCOVER <em>BANK</em>"]},"sort":[14.938655,"7910574"]},{"_index":"complaint-public-v1","_id":"18881321","_score":14.732427,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding a missing XXXX transfer and the way my inquiry was handled by Regions Bank on XX/XX/year>. \n\nOn XX/XX/year>, I initiated an instant transfer from XXXX in the amount of {$410.00} to my Regions debit card ending in XXXX. At no point did this transaction appear in my account activity, either as pending or posted. I also did not receive the usual transaction alert that typically accompanies XXXX transfers. \n\nBecause the transaction was not visible anywhere in my account history, I contacted Regions for clarification. During this interaction, I was assisted by XXXX XXXX He repeatedly stated that the funds were in the account and reflected in the balance. However, he did not explain why the transaction itself was not visible, nor how I could verify it.\n\nThroughout the conversation, I made it clear that my concern was not the balance amount, but the absence of any transaction record. Despite this, I was repeatedly told that the balance included the funds, without any explanation of how or why the transaction was not visible in my activity history.\n\nAt one point, XXXX stated that he had been telling me the same thing for XXXX minutes. This was frustrating because the issue was not a misunderstanding on my part. The problem was that I had not been informed that Regions limits the number of pending transactions displayed or that pending transactions may affect the available balance without appearing in the transaction history. That information had not been provided at any point prior to escalation.\n\nOnly after I requested a supervisor was I connected with XXXX, who explained that Regions limits how many pending transactions are shown online and that pending transactions may not appear in the activity list, particularly on weekends or holidays. This explanation immediately clarified the situation and resolved the confusion. Had this been explained earlier, the issue would not have escalated.\n\nThe concern was never that funds were missing, but that I had no visibility into the transaction and no way to independently verify it. The lack of transparency, inconsistent explanations, and delayed clarification caused unnecessary confusion and wasted time.\n\nI am requesting : Written confirmation that all transactions affecting my account are properly recorded and will appear once posted.\n\nConfirmation that no transactions are missing or at risk of being lost.\n\nClear clarification of Regions policy regarding pending transactions that do not appear in account activity. \n\nReview of how this interaction was handled, particularly the lack of explanation prior to escalation. \n\nI am not seeking compensation. I am requesting clarity, transparency, and assurance that my account activity is accurate and that similar situations will not occur in the future.","date_sent_to_company":"2026-01-21T04:28:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"35244","tags":"Servicemember","has_narrative":true,"complaint_id":"18881321","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2026-01-21T04:21:50.000Z","state":"AL","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":["Throughout the conversation, I made it clear that my <em>concern</em> was not the balance amount, but the absence of any transaction record. Despite this, I was repeatedly told that the balance included the funds, without any explanation of how or why the transaction was not visible in my activity history.\n\nAt one point, XXXX stated that he had been telling me the same thing for XXXX minutes. This was <em>frustrating</em> because the issue was not a misunderstanding on my part."]},"sort":[14.732427,"18881321"]},{"_index":"complaint-public-v1","_id":"11156503","_score":14.332825,"_source":{"product":"Mortgage","complaint_what_happened":"Upon speaking with the Vermont Attorney Generals Office, I was advised to contact you to submit this formal complaint to bring to your attention the inhumane and unfair practices of Wells Fargo Mortgage Service, which have caused significant distress and hardship following my husbands passing. \n\nMy husband and I have held several mortgages with Wells Fargo in the past. Our most recent mortgage was taken out in XX/XX/year>. At that time, we were advised by the institution not to include my name on the mortgage note, as I was not working. Trusting their guidance, we proceeded. However, our attorney at the XX/XX/year> closing expressed concern about this arrangement, particularly regarding potential issues if anything were to happen to my husband. At his insistence, I signed the mortgage during the closing, and my name is also on the deed. We believed this resolved any concerns. \nFor nine years, we paid the mortgage without issue. After my husbands passing, I continued to make payments via the online account. However, in XXXX, after paying the XXXX installment, I called Wells Fargo to ask a question and mentioned my husbands passing. I was transferred to the \" Life Events '' department and informed that I no longer had access to the account. \nThis marked the beginning of an ongoing nightmare : 1. Locked Out of Online Access : Despite my continued payments, my online access was revoked, and I was directed to call the Life Events department. They promised to send information on my options, but this was either not sent or sent to an outdated address, despite my efforts to correct my contact information. \n\n2. Insensitivity and Miscommunication : Representatives repeatedly called my late husbands phone, leaving messages for him. When I expressed frustration, I was treated with a lack of empathy, accused ( in a loud and harsh tone ) of using my deceased husband to access his account, and subjected to condescending remarks.\n\n3. Unreasonable Fees for Mortgage Assumption : The initial several phone calls led me to believe that assuming the mortgage would simply require me to qualify and assume the same rate. It wasnt until much later that I was informed that I could assume the mortgage for a nominal fee. After being very evasive and hearing multiple stories, this turned out to be over {$11000.00}. I was also offered the option to refinance at a significantly higher interest rate, which I declined as it was financially unreasonable.\n\n4. Inaccessibility of Payment Options : Without online access, I was told to pay in person at the nearest Wells Fargo branchover three hours awayor mail payments, which my attorney strongly advised against due to concerns about check fraud. On multiple occasions, I drove over six hours round trip to make payments in person, only to encounter errors in how the payments were applied. XXXX payment is already wrong, and funds have repeatedly been misapplied to different months and the principal. Without access to an online account, it is impossible to keep track of the payments and confirm they have applied they have been applied correctly. \n\n5. Rude and Unhelpful Customer Service : A bank rep asked me on the phone whether or not I could even pay the mortgage in a condescending tone and told me to just pay it off at once, which is not her place. During one visit, a representative assured me the payment was correctly applied but later admitted it was not, requiring a case to be opened. The lack of attention to detail and accountability has been deeply frustrating and time-consuming.\n\nThe treatment I have received as a grieving widow and senior citizen is unacceptable.\n\nThe death of a spouse is one of the most difficult life events, and Wells Fargo has compounded my distress through mismanagement, lack of transparency, and disrespect.\n\nAdditionally, I am concerned about possible fraudulent practices. Our copy of the mortgage documentation indicates that I signed the mortgage ( see the provided XXXX  - XXXX ), but Wells Fargo appears to have obscured this information. This raises serious questions about their integrity and compliance. \n\nAttached to this complaint, you will find documentation supporting my claims, including evidence of my signature on the mortgage, records of my payments, a copy of a check I made for a second down payment on the home, and correspondence with Wells Fargo representatives. \n\nVermont is a right-of-survivorship state so long as the couple is married and residing together in the home at the time of death, which was the case with my husband and me at his time of death. \n\nI am simply asking for reasonable and consistent access to make payments on my mortgage without the undue burden of excessive fees or unnecessary travel. Wells Fargos conduct has caused me significant emotional stress, and I urge the CFPB to investigate these practices. \n\nThank you for your attention to this matter.","date_sent_to_company":"2024-12-14T19:35:37.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"053XX","tags":"Older American","has_narrative":true,"complaint_id":"11156503","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-12-14T19:06:26.000Z","state":"VT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["The <em>lack</em> of attention to detail and accountability has been deeply <em>frustrating</em> and time-consuming.\n\nThe treatment I have received as a grieving widow and senior citizen is unacceptable.\n\nThe death of a spouse is one of the most difficult life events, and Wells Fargo has compounded my distress through mismanagement, <em>lack</em> of transparency, and disrespect.\n\nAdditionally, I am concerned about possible fraudulent practices."]},"sort":[14.332825,"11156503"]},{"_index":"complaint-public-v1","_id":"10684688","_score":13.791861,"_source":{"product":"Checking or savings account","complaint_what_happened":"Summary for CFPB regarding Citi Bank account access issue On [ insert start date ], I began experiencing difficulties accessing my Citi Bank checking account ending in XXXX. Despite having my phone number on file with Citi Bank, I have repeatedly been unable to regain access to my account via phone. This has caused significant inconvenience and concern as I am unable to manage my funds or conduct essential banking transactions. \n\nTimeline of Events Initial Access Issue On [ insert date of first incident ], I attempted to access my Citi Bank account by phone, using the phone number on file. However, I was unable to complete the authentication process due to [ specify reason, e.g., Citi Banks system not recognizing my phone number, failure in automated verification, or lack of access to necessary authentication steps ].\n\n2. Attempts to Resolve the Issue [ First Call Date ] : I contacted Citi Bank customer service, explaining the access issue and confirming that my phone number on file was accurate. During this call, the representative [ describe response, e.g., reaffirmed that my number was on file but could not explain why I was unable to use it for account recovery ]. \n[ Follow-Up Date ] : After my first attempt failed, I called Citi Bank again , requesting further assistance. I was advised to try alternative methods of access, such as using the online portal. However, due to [ reason if applicable, e.g., two-factor authentication requirement tied to the phone on file ], I was still unable to regain access.\n\n3. Continued Access Problems and Escalation Attempts Over the next few weeks, I continued to make calls to Citi Bank customer service, each time encountering the same issue. Citi Bank representatives confirmed that my phone number was on file but could not address the technical barrier preventing me from authenticating through the phone system.\n\n4. Escalation and Request for Resolution [ Date of Escalation Attempt ] : Frustrated by the repeated failures to regain access, I requested that the issue be escalated to a supervisor or technical support. During this escalation attempt, I requested [ any specific action, such as a reset of authentication methods or an alternative verification process ]. \nOutcome : Despite my escalation request, I received no clear resolution. Citi Bank representatives provided no solution or workaround that would allow me to access my account via phone as I should be able to with the phone number on file.\n\n5. Financial and Personal Implications Since I was unable to access my account, I faced significant inconvenience and potential financial impacts, including : [ List any delayed payments, overdraft fees, or other financial impacts if applicable ] [ Mention any inability to access necessary funds or make essential transactions ] 6. Additional Actions Taken In a final attempt to regain access, I submitted a formal complaint with Citi Bank on [ complaint submission date ]. I detailed the challenges and lack of resolution and requested immediate intervention. However, [ describe Citi Banks response or lack thereof, if applicable ]. Resolution Sought I am seeking assistance from the CFPB in\norder to : 1. Prompt Citi Bank to resolve the technical or verification issues preventing phone access with my number on file.\n\n2. Ensure that Citi Bank offers a reliable authentication method for customers experiencing similar issues, so they can regain access to their accounts efficiently. \nXXXX. Request compensation for any financial impact, inconvenience, or delay in transactions caused by the ongoing access issue. \n\nConclusion This issue has been ongoing since [ initial issue date ], and despite multiple attempts to work with Citi Bank for a solution, I have not been able to regain access to my account through the standard authentication process with the phone number on file. I am requesting the CFPBs assistance to prompt Citi Bank to resolve this issue and ensure fair treatment for account access.","date_sent_to_company":"2024-11-04T17:54:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"31907","tags":"Servicemember","has_narrative":true,"complaint_id":"10684688","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-11-04T17:44:35.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Summary for CFPB regarding Citi <em>Bank</em> account access issue On [ insert start date ], I began experiencing difficulties accessing my Citi <em>Bank</em> checking account ending in XXXX. Despite having my phone number on file with Citi <em>Bank</em>, I have repeatedly been unable to regain access to my account via phone. This has caused significant inconvenience and <em>concern</em> as I am unable to manage my funds or conduct essential banking transactions."]},"sort":[13.791861,"10684688"]},{"_index":"complaint-public-v1","_id":"21255390","_score":13.646721,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Dispute of unauthorized wire transfer for {$8500.00}, related fees/negative balance, and inadequate fraud investigation/communications Summary of complaint : I am submitting this complaint regarding an unauthorized wire transfer of {$8500.00} that was debited from my Bank OZK account, and the banks subsequent handling of my fraud dispute. I was a victim of a SIM swap scheme. My phone number was stolen and transferred to a new device to initiate an unauthorized wire transfer. I never received any confirmation notice from BankOZK about wire transaction which delayed my knowledge. I received returned payments and incurred numerous fees.. Despite reporting the fraud promptly at my local branch & signing affidavit. I never received any type of communication about the investigation the entire time. The bank ultimately denied reimbursement ( verbally ) with minimal explanation. \nChronology of Events XX/XX/XXXX : I was a victim of a SIM swap scheme. The fraudster stole my phone number and transferred it to a new device which enabled them to initiate a wire transfer. I lost my cell phone service during that period and thought it was an issue w cell provider. \nXX/XX/XXXX : I received an email from XXXX that my premium had been returned. When I checked my online bank statement, I saw a negative balance and several overdraft fees. \nMonday, XX/XX/XXXX : I went to the bank reviewed my latest transactions. & saw the {$8500.00} wire transaction debited from my account. I immediately reported it to the branch manager stating I had not authorized this transaction. The branch manager reviewed internal notes and stated the bank had to call my cell phone number XXXX ( XXXX ) times before someone answered. The notes also reflected the bank emailed an electronic document to my email address which was signed and returned by fraudster.. \nThe bank flagged my account to be restricted to pay only pre-established debits. I transferred funds from my retirement to cover ongoing bills. \nThe branch mgr. stated she would contact me if there were any suspicious or questionable transactions. I did not hear from the bank remainder of week, but still received several more overdrawn notices. \nXX/XX/XXXX I went to branch to question the returned payments from established credit cards. branch manager stated she'd been unable to reach me. \nI later learned she only tried calling my landline never attempted to call my cell phone my primary contact #. or emailed me. Before I left, I signed an affidavit, ( I was never provided a copy ). I also asked whether I needed to file a police report and was told it would not be necessary. \nI never heard from anyone at Bank OZK during the investigation. I repeatedly had to go by branch in person to get any type of update which were always vague. I never received any communication, calls or or emails. I was not provided a copy of my affidavit, and I was not given a case/reference number or other written documentation about my fraud investigation. \nInformation was limited, although the branch manager told me she personally listened to the recording of the individual who answered the banks call for wire verification She told the bank that the person who answered was definitely not me. \nThe banks lack of communication continued for weeks. I got very frustrated about the lack of follow-up and communication. The regional eventually called and verbally stated the bank concluded its investigation, the money was gone, and the bank denied reimbursement. Her explanation was brief she did not include any details, offer any help other than I could file a report with the FBI online To date, I have received XXXX letter from Bank OZK, which was written on XX/XX/XXXX, but received in mid XXXX stating my online banking had been disabled and my account had been placed on limited status to restrict debits only. \nKey Facts and Concerns ( Red Flags ) Uncharacteristic activity : I have been a customer since XXXX. My account shows I have never initiated any wire nor withdrawn more than {$5000.00} other than with a written/signed check. \nVerification concerns : The banks notes about wire reflect the bank called my cell phone XXXX ( XXXX ) times before someone answered, and an electronic document was emailed to my address which signed/returned by fraudster and accepted by bank w/out additional verification. \nMy home/landline number is listed as a secondary contact. Given the large amount of the wire, the bank did not call my home # for additional verification before executing the transfer. Bank didnt request any type of signature which could have beencompared to my signature on file, They accepted an electronic verification ( which anyone can use ), They did not request a valid drivers license or government issued Photo ID. \n: I was not notified acknowledging the wire transaction. I learned of the wire only after receiving notifications from creditors about returned payments and fees. \nInvestigation transparency/communication : I was not provided a copy of my affidavit, a case/reference number, or written status updates during the investigation, and the denial decision was not supported with documentation. \nGiven the large amount of the wire, I believe the bank should have used all available verification channels ( including calling the secondary number and/or confirming via additional methods ) before executing the transfer. \nI have absolutely no liability in this situation. I was not negligent by losing my cell phone or bank card. I was not sloppy with protecting my identity. I did not compromise or share any online banking credentials, I have efficiently protected my identity to the best of my ability. \nBank OZK did not protect me, a customer of almost XXXX  decades. They did not utilize all security procedures available to them and made a decision to release MY money ignoring red flags and not doing due diligence to provide an additional layer of follow up based This situation has caused me tremendous financial harm, it has hurt my credit score and I have spent countless hours trying to clean up this mess.","date_sent_to_company":"2026-04-15T07:32:27.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30165","tags":"Older American","has_narrative":true,"complaint_id":"21255390","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OZK","date_received":"2026-04-15T05:48:41.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Information was limited, although the branch manager told me she personally listened to the recording of the individual who answered the <em>banks</em> call for wire verification She told the <em>bank</em> that the person who answered was definitely not me. \nThe <em>banks</em> <em>lack</em> of communication continued for weeks. I got very <em>frustrated</em> about the <em>lack</em> of follow-up and communication."],"company":["<em>BANK</em> OZK"]},"sort":[13.646721,"21255390"]},{"_index":"complaint-public-v1","_id":"20554863","_score":13.632575,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Against U.S. Bank Poor Customer Service, Misinformation, and Refusal to Reverse Payments To Whom It May Concern, I am submitting this formal complaint against U.S. Bank regarding extremely poor customer service, misinformation, and the refusal to properly assist me with a time-sensitive request. \n\nOn the date of my call, I made XXXX payments in the amounts of {$70.00} and {$120.00} at approximately XXXXXX/XX/XXXX Realizing immediately that these payments were made in error, I contacted customer service at XXXXXX/XX/XXXX within minutes of the transaction, to request a reversal. \n\nDespite the urgency and prompt timing of my request, I was kept on the phone for over XXXXXX/XX/XXXXand transferred repeatedly between departments without resolution. \n\nDuring this process : I spoke with a representative named XXXX, who was extremely rude, dismissive, and lacked empathy. She was unable to assist with reversing the payment and instead asked me to log in and figure it out myself, which is unacceptable. \nI felt I was treated unfairly and, at times, felt racially profiled based on the tone and manner in which I was spoken to. \nI was then transferred to a supervisor identified as XXXX XXXX, who was highly unprofessional, repeatedly interrupted me, and refused to provide an operator or employee ID when requested. \nXXXX XXXX stated she was the only manager available, yet my request to escalate further was denied.\n\nI requested a formal complaint be filed and a call back from a manager ; however, I only received a return call from another supervisornot a manager as requested. \n\nAdditionally, I was informed that these payments were connected to a hardship program, yet : I was unaware that automatic payments were being withdrawn There is no accessible documentation or information available in the online portal regarding the hardship agreement I have not been provided with clear terms or copies of any agreement authorizing these withdrawals I have been a loyal customer of U.S. Bank for a significant period and have maintained a strong payment history. This experience has been frustrating, stressful, and completely unacceptable. \n\nResolution Requested : XXXX. Immediate reversal and refund of the {$70.00} and {$120.00} payments XXXX. A direct call from a qualified manager ( not a supervisor ) XXXX. A full investigation into the conduct of the representatives involved XXXX. Written documentation of my hardship agreement, including terms and payment authorization XXXX. Improvements to customer service practices to prevent similar situations I expect a prompt and fair resolution to this matter. Thank you for your attention.","date_sent_to_company":"2026-03-24T20:08:23.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"60538","tags":null,"has_narrative":true,"complaint_id":"20554863","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-03-24T19:52:57.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["<em>Bank</em> Poor Customer Service, Misinformation, and Refusal to Reverse Payments To Whom It May <em>Concern</em>, I am submitting this formal complaint against U.S. <em>Bank</em> regarding extremely poor customer service, misinformation, and the refusal to properly assist me with a time-sensitive request."]},"sort":[13.632575,"20554863"]},{"_index":"complaint-public-v1","_id":"14612267","_score":13.555568,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint against PNC Bank based on an unacceptable customer service experience I had via their online chat system on XX/XX/year>. My inquiry concerned whether I had any form of overdraft protection or coverage on my checking account ending XXXX and HELOC account ending XXXX. Despite asking a simple, straightforward question, I encountered the following serious issues : 1. Contradictory and Incorrect Information The PNC representative ( XXXX XXXX. ) stated that my Home Equity Line of Credit ( HELOC ) was linked as overdraft protection. However, my online account dashboard indicated that the account is \" Not Eligible '' for overdraft protection and that I was \" Opted Out '' of overdraft coverage. When I pointed this out, the representative claimed that the linked account ( my checking account ) was \" inactive, '' allegedly due to a lack of recent manual transactions. \n\nThis was patently false. I had made a customer-initiated ACH transfer just days prior. When I highlighted this, the representative doubled down and then shifted the definition of inactive to something even less clear. Despite correcting the record, I received no acknowledgment or apology for the misinformation. \n\n2. Unrequested and Unauthorized Changes Despite me explicitly stating that I was only seeking information, the representative initiated steps to reactivate my checking account and alter its status so the HELOC could be unlinked from overdraft protection. I did not authorize any such changes and repeatedly clarified that I was requesting information, not initiating an account change. This is a serious breach of customer trust and procedure. \n\n3. Inability to XXXX XXXX XXXX XXXX of the most frustrating aspects of this interaction was PNCs refusal or inability to follow up with a secure message or email. I repeatedly asked the representative to send confirmation of account adjustments via PNCs secure message center. She insisted that the live chat itself was the only secure messaging channel, despite the fact that PNCs website includes a XXXX XXXX which was empty both during and after the conversation. To this day, I have received no written confirmation of any changes made or actions taken. \n\n4. Unacceptable Communication Delays Throughout the interaction, there were egregious delays in responses sometimes spanning 5 to 10 minutes even though I was asking a time-sensitive question. When I expressed frustration about the delays, I was told : \" Messaging works just like texting a friend. '' This statement is both unprofessional and insulting. I was not texting a friend I was trying to resolve a critical financial matter with my bank. Comparing this to texting a friend trivialized my concern and reflects poorly on PNCs commitment to professional customer service.\n\n5. Lack of Follow-Up and Resolution At the end of the interaction, I made it very clear that I was disconnecting from the chat and expected a secure follow-up message confirming : - Deactivation of all forms of overdraft protection and coverage ; - Retroactive correction of my accounts inactive status ; - Assurance that the promotional terms of my HELOC would remain unaffected. \n\nDespite this request and the gravity of the situation, no secure message was ever sent, nor was I contacted in any other form. I was effectively stonewalled and forced to end the chat with no formal confirmation of anything discussed.","date_sent_to_company":"2025-07-12T16:03:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60091","tags":null,"has_narrative":true,"complaint_id":"14612267","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2025-07-12T15:57:52.000Z","state":"IL","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I was not texting a friend I was trying to resolve a critical financial matter with my <em>bank</em>. Comparing this to texting a friend trivialized my <em>concern</em> and reflects poorly on PNCs commitment to professional customer service.\n\n5."],"company":["PNC <em>Bank</em> N.A."]},"sort":[13.555568,"14612267"]},{"_index":"complaint-public-v1","_id":"1644855","_score":13.443303,"_source":{"product":"Bank account or service","complaint_what_happened":"My XXXX opened up a Scottrade account to do trading and a number of our individual members also had a Scottrade account. Unfortunately, bad service and rude support from Scottrade has convinced us to close our account and transfer our money elsewhere. Let me explain. \n\nScottrade Bank and Scottrade XXXX are very closely connected, once a brokerage account is opened, Scottrade pretty much forces you to open a Scottrade Bank account to withdrawal any money. This process is time consuming and in the face of rude customer support and delays, one is immediately faced with a money withdrawing delay that is easily double of what competitors can do. The delays and lack of understanding by Scottrade management and support caused significant problems and stress, when I voiced my concerns Scottrade acted as though they \" did n't care '' and were too busy with \" high net worth clients '' and could close my account not have over XXXX in assets. This frustrated me and my investment friends even more. \n\nLast year we were switched secretaries and one of them noticed that the Scottrade account agreements we had on file were different that the agreements Scottrade was posting online. We later discovered that Scottrade was making enormous changes to its terms of service and account agreements without any notification and when we asked them for the original contract they were unwilling to provide it, and this unfortunately, led to our next problem, Scottrade 's failure to deal with disputes. \n\nFor our records, we required the original account agreement and thus requested the document on numerous occasions but Scottrade failed to provide it, their final response was basically saying, \" your account has been closed ... and we consider this matter closed ... if your dispute continues you may file arbitration ''. The thing is, Scottrade will not provide instructions or evidence that an arbitration agreement exists. Putting us in an extremely difficult spot, we have and we reiterate our requests that Scottrade provide us with the original arbitration agreement. \n\nFinally, Scottrade was hacked, according to a press release in XXXX, and said it sent out emails to those whose accounts were effected, we got a few of the emails and the phone number Scottrade instructed us to call would not connect, once again, filing a complaint against Scottrade led to no response. \n\nI would warn others that if the behavior of Scottrade to not respond to serious customer concerns it is likely better to move your money elsewhere, our club, and XXXX of its individuals have already done so and are better off for it.","date_sent_to_company":"2015-11-07T03:02:20.000Z","issue":"Account opening, closing, or management","sub_product":"Savings account","zip_code":"52240","tags":null,"has_narrative":true,"complaint_id":"1644855","timely":"Yes","company_response":"Closed","submitted_via":"Web","company":"SCOTTRADE BANK","date_received":"2015-11-07T03:02:20.000Z","state":"IA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The delays and <em>lack</em> of understanding by Scottrade management and support caused significant problems and stress, when I voiced my <em>concerns</em> Scottrade acted as though they \" did n't care '' and were too busy with \" high net worth clients '' and could close my account not have over XXXX in assets. This <em>frustrated</em> me and my investment friends even more."],"product":["<em>Bank</em> account or service"],"company":["SCOTTRADE <em>BANK</em>"]},"sort":[13.443303,"1644855"]},{"_index":"complaint-public-v1","_id":"7119423","_score":13.25676,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I attempted a domestic wire transfer with Discover Bank on Thursday, XX/XX/XXXX for a house closing. The wire was submitted to Discover at XXXX ET. For context, the cut off time for same-day processing provided by Discover is XXXX ET. \nI was told by a Discover Wire Specialist that a federal tracking/reference number would be provided to me, and if I didnt receive one 2 hours post receiving the processing confirmation email, that I could call them for one. I received the processing confirmation email at XXXX ET. \nOver the next 30 hours, I contacted Discover 10 separate times for an update on tracking to which most of my concern was dismissed by their wire specialists and I was told to just wait as the Federal Reserve is sitting on the money and hasnt released tracking to them yet, so there is nothing [ Discover ] can do to help. \nAfter contacting Discover additionally multiple times on Monday, XX/XX/XXXX, as the Federal Reserve is closed on the weekends, I was finally told that the money was never sent to the Reserve at all. My wire was now sitting with Discovers intermediary bank, the XXXX XXXX XXXX XXXX XXXX. And still, there was absolutely nothing Discover could do to help. This is now almost XXXX business days later and I have not received any update on where my money is in addition to constantly receiving conflicting messaging from Discover wire specialists, including that this whole process shouldnt take longer than 2 business days. \nOn Tuesday, XX/XX/XXXX, the wire was sent back to my account after following up additionally on my own. I inquired about the reasoning for the wire not being processed and was told there wasn't any specific reason, only that they would not be processing it. They told me that reason is left to interpretation as they do not have to give me any additional information on the matter. This was incredibly frustrating as now I am late to closing on my first home, as well as now being back to square one with no information on what went wrong, or any offer of assistance to make it right. \n\nAfter countless calls to Discover, the Federal Reserve, XXXX XXXX, and even a real estate lawyer to chase down my own money as Discover refused to help me, I am left feeling the utmost lack of confidence in Discover as a financial institution. Discover has put me and my family through extreme emotional distress during this process. Distress that we are still under, as we face penalty from our seller and lenders for Discovers careless ride with our hard earned first home funds. \n\nIf you're reading this and debating using Discover for something as standard as a domestic wire transfer, I urge you to rethink. Unless of course you enjoy giving your money to an online bank that will happily take it and then sit on it for their own financial gain through earning interest on it and then dispose of you without any concern to help with the mess they created for you. Just my two cents.","date_sent_to_company":"2023-06-15T15:55:28.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"43212","tags":null,"has_narrative":true,"complaint_id":"7119423","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2023-06-15T14:37:28.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Unless of course you enjoy giving your money to an <em>online</em> <em>bank</em> that will happily take it and then sit on it for their own financial gain through earning interest on it and then dispose of you without any <em>concern</em> to help with the mess they created for you. Just my two cents."],"company":["DISCOVER <em>BANK</em>"]},"sort":[13.25676,"7119423"]},{"_index":"complaint-public-v1","_id":"9612781","_score":13.01439,"_source":{"product":"Checking or savings account","complaint_what_happened":"Description of Incident and Appeal of Denied Fraud Claim I am writing to formally report the mishandling of my recent debit card fraud claim by Wells Fargo Bank. I have been a loyal Wells Fargo customer for nearly 20 years, and the treatment I have received regarding this issue has been extremely disappointing and frustrating. \n\nIncident Overview : On XX/XX/XXXX, I used my Wells Fargo debit card for the last time at a XXXX location. Later that afternoon, I received a text message from Wells Fargo about a suspicious transaction at XXXX. Believing this to be related to my earlier transaction, I did not immediately act. Unfortunately, it appears my card was lost at this location and subsequently used by an unauthorized individual. \n\nFraudulent Transactions : The scammer made multiple fraudulent transactions at various locations, including XXXXXXXX XXXX XXXX XXXX. Despite my immediate action to report the missing card and fraudulent activity to Wells Fargo on the same day, my claim was denied. I was informed that my claim lacked \" indicating factors '' of fraud, which contradicts the very nature of the notifications I received from Wells Fargo about suspicious activity. \n\nDetails of Fraudulent Transactions : XXXX transactions at XXXX : {$40.00} {$17.00} {$20.00} {$20.00} {$20.00} {$24.00} XXXX transactions at XXXX : {$200.00} {$74.00} Police Report : I have filed a police report regarding this matter and was assigned case number XXXX. During my discussions with the Wells Fargo claims department, I encountered a lack of support and an unwillingness to provide necessary information, such as merchant addresses and phone numbers, which are crucial for the police investigation. I had to personally research the merchant locations : XXXX merchant : XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX, FL XXXX XXXX merchant : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX XXXX with Wells Fargos Response : The confirmation of my legitimate XXXX transaction has been misinterpreted as an indication that all subsequent transactions were authorized, which is not the case. This misinterpretation has led to an unjust denial of my claims. On the day the fraud took place, it was evident from my online banking statements that the scammer attempted to use my card multiple times at the same location, with some transactions being declined and subsequently approved upon repeated attempts. This raises concerns about possible collusion between the merchant and the scammer in these illicit activities. \n\nLack of Support : Throughout this ordeal, the Wells Fargo claims department has demonstrated a lack of desire to assist me. From the initial call to file the claim to the most recent discussion on XX/XX/XXXX, I have encountered closed-mindedness and a dismissive attitude. Even basic information requests, such as the merchant 's address or phone numbers, which are vital for the police investigation, were refused. \n\nConclusion : This experience has been horrendous, and I feel neglected as a long-time customer. If Wells Fargo does not rectify this situation, I will be compelled to close my accounts and take my business elsewhere. I hope for a thorough and fair review of my appeal to resolve this matter justly.","date_sent_to_company":"2024-07-25T19:57:11.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"33434","tags":null,"has_narrative":true,"complaint_id":"9612781","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-07-25T19:49:58.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On the day the fraud took place, it was evident from my <em>online</em> banking statements that the scammer attempted to use my card multiple times at the same location, with some transactions being declined and subsequently approved upon repeated attempts. This raises <em>concerns</em> about possible collusion between the merchant and the scammer in these illicit activities. \n\n<em>Lack</em> of Support : Throughout this ordeal, the Wells Fargo claims department has demonstrated a <em>lack</em> of desire to assist me."]},"sort":[13.01439,"9612781"]},{"_index":"complaint-public-v1","_id":"4379234","_score":12.953184,"_source":{"product":"Mortgage","complaint_what_happened":"Since Saturday, XX/XX/2021, I have been assured that an online payment I submitted for my mortgage, made as a regular mortgage payment on XX/XX/2021, for my XX/XX/2021 payment, in the amount of {$610.00} would be credited to my mortgage as a regular payment. Needless to say, this has been one of the most frustrating experiences I have ever had in my life. Since I am getting absolutely nowhere making calls to the appropriate people, I am filing a complaint with you. Further, Wells Fargo should not be making decisions as to how my mortgage payments are applied when I specifically choose Regular Monthly Payment. \n\nOn XXXX, XXXX, XXXX, I made a payment for my XX/XX/2021 mortgage payment. I specifically chose Regular Monthly Payment. When I went online last Saturday, I noticed that it still showed I owed a payment for XX/XX/XXXX. Concerned that my payment had not been applied, I made another payment on-line in the amount of {$610.00}. I immediately called customer service and spoke to XXXX to express my concerns. XXXX told me that since I paid early, Wells Fargo applied the payment to my principal. It is important to note that I pay my mortgage early every month and this has never occurred before. When I told XXXX, I wanted the XX/XX/XXXX payment applied to my regular payment for XX/XX/XXXX and I wanted the extra payment I made returned to my checking, she told me she would apply the XX/XX/XXXX payment to my regular payment and that I would need contact to Wells Fargo Bank to have the extra payment returned to my checking account. When I called Wells Fargo Bank they told me that I needed to call Wells Fargo Mortgage to have the payment returned to my checking account. \n\nOn Monday, XX/XX/XXXX, I spoke with XXXX who told me that the payment that was applied to my principal would be corrected by the following morning and she could not put the extra payment back into my checking. I would have to call Wells Fargo Bank. I have called every day since Saturday with the same result. Finally, on XX/XX/XXXX the extra payment was returned to my checking account. On Wednesday, XX/XX/XXXX, I spoke with a manager named XXXX, XXXX assured me she would escalate the issue and have the XX/XX/XXXX payment applied as a regular mortgage payment within 24 hours and have it posted as paid on XX/XX/XXXX. This did not occur. Again, I called on Thursday, XX/XX/XXXX and spoke with XXXX, she told me she would reach out to the cash team to have the payment made on XX/XX/XXXX applied to my regular mortgage payment for XX/XX/XXXX, have it applied retroactive to XX/XX/XXXX, and she would have it completed the same day. It comes as no surprise to me that this issue still has not been rectified. \n\nToday, I spoke with XXXX XXXX, XXXX told me he needed to look into everything and would not be able to get back to me until XX/XX/XXXX. Now my payment will be late and the issue is still not resolved. \n\nI am completely dissatisfied with Wells Fargo customer service, lack of their response and inability to remedy the situation. Having waited patiently for a week, my patience has run out.","date_sent_to_company":"2021-05-15T00:10:10.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"29715","tags":null,"has_narrative":true,"complaint_id":"4379234","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-05-14T23:57:39.000Z","state":"SC","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":["When I went <em>online</em> last Saturday, I noticed that it still showed I owed a payment for XX/XX/XXXX. Concerned that my payment had not been applied, I made another payment <em>on-line</em> in the amount of {$610.00}. I immediately called customer service and spoke to XXXX to express my <em>concerns</em>. XXXX told me that since I paid early, Wells Fargo applied the payment to my principal. It is important to note that I pay my mortgage early every month and this has never occurred before."]},"sort":[12.953184,"4379234"]},{"_index":"complaint-public-v1","_id":"15284765","_score":12.78716,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, In XX/XX/year>, I opened a new checking account at Huntington Bank. I opened the account online, was approved, and my account and online banking were set up. A short time after that, in order to fund the new account, a close friend of mine wrote a personal check out to me for the amount of {$300.00}, and the check was then deposited via the mobile deposit feature in the Huntington Bank app. The funds were held for what was supposed to be the standard amount of time to verify that the funds are available, that the check has cleared, etc. After what I would estimate to be about XXXX weeks or so, the hold by Huntington still remained on the funds in my account. I checked with my friend, and she verified that the check she wrote to me did in fact clear her account and the money was taken from her account. When I went into my local Huntington branch to inquire about the status of this and to withdraw the funds, I was met with confused employees and a frustrating lack of answers. They said they could not verify if the account was actually still opened or closed. I requested, in the event that the account was closed, to be cut a check for the funds that were deposited into my account. They said they could not do that, and that I would receive a letter in the mail explaining why. After waiting over a week, I never, and have still never received any lettter or any explanation of the status of my funds. I finally called corporate customer service and reached the Deposit Services Department ( I may be wrong about the name of the department ), where they handle inquiries about holds and deposits. I was told that the reason I couldn't withdraw the funds, was because the person who wrote the check to me ( my friend ) needed to write a letter stating that she wrote the check and that I was indeed the intended and rightful recipient of those funds. I was then told she needed to have this letter notarized, and to bring it to any Huntington branch, and that the employees there would know where to file the letter, and then, at that point, I would finally be able to withdraw the funds. My friend, at a great inconvenience to her, complied with this request, wrote the letter, got it notarized, and dropped it off at Huntington. After a few days, I again went to withdraw the funds, and again was told that the funds were on hold, the account was closed, and that this time, they would be issuing a check for the {$300.00}, which I would receive in the mail, along with an explanation letter. It has been almost XXXX weeks since that last interaction, and I still have not received any letter or check in the mail. I called customer service, and no one can verify any information about my account, no one can tell me any information about the letter, about the check, or even when this letter and check were supposedly mailed. This is approaching the level of absurdity and I have exhausted my options attempting to resolve this with the bank. It has been well over a month, and I have no idea where my funds are, why they are being held, what steps I can take to fix this issue, or even who to talk to. The funds have simply vanished. I hope the CFPB will be able to help me resolve this issue. Thank you.","date_sent_to_company":"2025-08-14T21:16:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"551XX","tags":null,"has_narrative":true,"complaint_id":"15284765","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2025-08-14T20:40:45.000Z","state":"MN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["To Whom It May <em>Concern</em>, In XX/XX/year>, I opened a new checking account at Huntington <em>Bank</em>. I opened the account <em>online</em>, was approved, and my account and <em>online</em> banking were set up. A short time after that, in order to fund the new account, a close friend of mine wrote a personal check out to me for the amount of {$300.00}, and the check was then deposited via the mobile deposit feature in the Huntington <em>Bank</em> app."],"company":["HUNTINGTON NATIONAL <em>BANK</em>, THE"]},"sort":[12.78716,"15284765"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":90,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":90}]}},"product":{"doc_count":90,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":32,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":24},{"key":"Other banking product or service","doc_count":6},{"key":"CD (Certificate of Deposit)","doc_count":1},{"key":"Savings 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