{"took":222,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":29,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7056282","_score":24.546484,"_source":{"product":"Student loan","complaint_what_happened":"Today XXXX I called Aidvantage to discuss lowering my student loan. I am in an income based plan but payments of {$330.00} are still too high so I called to discuss as mentioned in their website. One woman I spoke with said she couldnt help me and she went to transfer me to her supervisor hung up on me. I called again and I spoke with a man a second time. He told me I would pay a higher amount than the first person I spoke with. He mentioned a payment being in {$400.00} range. I told him the last woman told me {$330.00} then said he could potentially get it lowered to {$280.00}. I again asked to speak with a supervisor. Put me on hold. Then said, theyre just going to tell you the same thing I did. Still kept stalling and said his supervisor said I could consolidate my loans. He refused to put a supervisor on the phone. I told him I could pay {$200.00} a month. He informed me I make too much money and Aidvantage would never work with me on that number. I got so frustrated I hung up.","date_sent_to_company":"2023-06-02T04:33:02.000Z","issue":"Struggling to repay your loan","sub_product":"Federal student loan servicing","zip_code":"030XX","tags":null,"has_narrative":true,"complaint_id":"7056282","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2023-06-02T04:15:46.000Z","state":"NH","company_public_response":null,"sub_issue":"Problem lowering your monthly payments"},"highlight":{"complaint_what_happened":["One <em>woman</em> I <em>spoke</em> with said she couldnt help me and she went to transfer me to her supervisor hung up on me. I called again and I <em>spoke</em> with a man a second time. He told me I would pay a higher amount than the first person I <em>spoke</em> with. He mentioned a payment being in {$400.00} range. I told him the <em>last</em> <em>woman</em> told me {$330.00} then said he could potentially get it lowered to {$280.00}. I again asked to speak with a supervisor. Put me on hold."]},"sort":[24.546484,"7056282"]},{"_index":"complaint-public-v1","_id":"2399927","_score":19.843855,"_source":{"product":"Student loan","complaint_what_happened":"Navient normally sends me a bill every month and my husband sends them a check. They have n't sent us a bill since XX/XX/XXXX which resulted in my husband missing the last 2 months payments. They have been calling me and every time I answer the phone I say hello repeatedly and then they hang up, so I thought it was a telemarketer. They finally answered today when I picked up the phone. They informed me of the past due amount. I said that I can send out a check right away explained that we have the money and we are not having any problems paying bills. Then I woman, who barely spoke understandable English, asked me repeatedly to post a payment today after I just told her that we would send a check. At this point I was frustrated be cause I had repeated myself several times trying to tell her that we will send them the money and she continued to badger me asking me to pay the bill now. This is ridiculous, they never sent us a bill and then they repeatedly ask us to pay the bill immediately. This is not the first time they have done this to me. They do n't send a bill, then they call asking for money I had no idea was due. I have opted out of email notifications for this very reason. We like our paper bills because then we do n't miss payments. It was also frustrating because the representative could barely speak English, I could hardly understand her and I should n't have to guess what the company is looking for because I ca n't understand a thing they are saying.","date_sent_to_company":"2017-03-22T17:45:14.000Z","issue":"Dealing with my lender or servicer","sub_product":"Federal student loan servicing","zip_code":"130XX","tags":null,"has_narrative":true,"complaint_id":"2399927","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2017-03-22T17:45:14.000Z","state":"NY","company_public_response":null,"sub_issue":"Keep getting calls about my loan"},"highlight":{"complaint_what_happened":["It was also <em>frustrating</em> because the representative could barely speak English, I could hardly understand her and I should n't have to guess what the company is looking for because I ca n't understand a <em>thing</em> they are saying."]},"sort":[19.843855,"2399927"]},{"_index":"complaint-public-v1","_id":"14148969","_score":19.657314,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX I made a XXXX  payment to my Barclays XXXX XXXX and More account. The following day I tried to check my online account and could not get in. I called customer service number eight times totaling at least 4 1/2 hours that I've spoken to at least 12 different individuals from their overseas team and their local team despite all the time and information I gave them they cannot find my account. Also when I use the number on the back of the card which I've done at least 10 times my call is simply dropped so I cannot verify my account. The verbal password that I gave them I've been using for probably close to a decade. I'm very frustrated the representative I spoke to said she was at the top of the security team she could not push it up any higher that the people she reports to do not take phone calls that she's heard of this problem other people that cannot find their account with the security experts and I just need to wait. I've also been told they have a system failure since last Thursday. So I cannot use my card, I cannot get into my information so that I can work on getting a refund/reimbursement for my child's school that I charged, I cannot get my credit that they owe me and I can't even close down the credit card.  The most frustrating thing to me is that the last woman that I spoke to said that there are several people that have this problem and it hasn't gotten to be a big enough problem that they're doing anything about it it was for the word she used. That she has no way to talk to anybody higher than she is she can only send them an email and I just need to wait until they respond. I find it very difficult to believe that there is not someone who is offering oversight and coaching for high end  problems like this \\nAlthough I've been a customer with Barclays for over a decade I am very wary now of their systems, their customer service, and their top executive oversight\"","date_sent_to_company":"2025-06-18T20:37:23.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"32233","tags":"Older American","has_narrative":true,"complaint_id":"14148969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2025-06-18T20:22:32.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["The most <em>frustrating</em> <em>thing</em> to me is that the <em>last</em> <em>woman</em> that I <em>spoke</em> to said that there are several people that have this problem and it hasn't gotten to be a big enough problem that they're doing anything about it it was for the word she used. That she has no way to talk to anybody higher than she is she can only send them an email and I just need to wait until they respond."]},"sort":[19.657314,"14148969"]},{"_index":"complaint-public-v1","_id":"4008418","_score":17.603739,"_source":{"product":"Mortgage","complaint_what_happened":"My name is XXXX XXXX XXXX. My husband XXXX XXXX XXXX XXXX XXXX and I have had a mortgage loan with LoanCare since XX/XX/2020. We always make our payment via their online service. We have not had any issues making our payment up until XX/XX/2020. On XX/XX/XXXX, I made our payment as usual. I monitor our account very closely. On XX/XX/XXXX, I noticed our payment still had not come out. I logged onto our myloancare account and noticed they had charged us a late fee and a bad check fee. I made a call to their customer service and spoke with a gentlemen ( ID # XXXX ). I explained to him that I was concerned that our account was being charged these fees in error as to we had the money in our account. We went over the my bank account and routing numbers. He said that it appeared my account number was missing a leading 0. Sidenote : I have never entered the leading 0 on previous payments. He told me everything matches up that was the only thing he could see that may cause an issue. I told him to add the zero and run the payment again. XX/XX/XXXX, I again noticed my payment had not been processed and loancare was again charging me with fees. I spoke with a woman ( ID # XXXX ), I explained everything to her and she pulled up my account. We reviewed all numbers again. There were no issues and she said that the issue has to be on my bank 's side. I called and spoke to a man named XXXX and a woman named XXXX at my bank. He pulled my account and told me there was no evidence of an attempt on my bank account from loancare and that there were no bad check fees on my account. On XX/XX/XXXX, I call loancare again and spoke with XXXX. I again had to explain everything to her and how I have the money in my account, i shouldn't be charged bad checks fees and that I needed something done. Somehow they dropped my call which is extremely frustrating after having spoke with so many different people and all i want to do is pay my mortgage. I called back and finally was sent to the manger, XXXX. I expressed my frustration and the issues i was having with trying to pay my mortgage. We again went over my account and routing numbers. She noticed the last person who put my payment through typed the number incorrectly. She corrected the issue and ran the payment through. \nToday, I check my loan account and realize again the payment has not been taken out and they are again trying to charge me fees. I am beyond annoyed and irritated now. I don't understand what is going on. I have had no issues before. ALL I WANT TO DO IS MAKE MY PAYMENTS.","date_sent_to_company":"2020-12-13T19:11:04.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"32043","tags":null,"has_narrative":true,"complaint_id":"4008418","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2020-12-13T18:27:58.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Somehow they dropped my call which is extremely <em>frustrating</em> after having <em>spoke</em> with so many different people and all i want to do is pay my mortgage. I called back and finally was sent to the manger, XXXX. I expressed my frustration and the issues i was having with trying to pay my mortgage. We again went over my account and routing numbers. She noticed the <em>last</em> person who put my payment through typed the number incorrectly. She corrected the issue and ran the payment through."]},"sort":[17.603739,"4008418"]},{"_index":"complaint-public-v1","_id":"5049335","_score":13.35588,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I was erroneously set up for automatics payments, by Discover card, without my consent. On XX/XX/2021 when I went to pay the full balance as I did in XXXX and XXXX, I was automatically charged the minimum due without my knowledge so I overpaid my bill by the minimum payment. I realized this when I checked my statement and saw a negative credit charge which I was told was because I overpaid and I was still not informed that I was set up for automatic payment. On XX/XX/2021 I went and paid my full bill of XXXX XXXX I only have enough funds in my account to pay my credit card bill each month. I was erroneously charged the minimum balance due of XXXX XXXX I was not informed I was being charged this amount so when my actual payment of XXXX $ went through I did not have enough funds to pay it so it was returned. I received a notification from Discover through the app and email on XX/XX/2021 at XXXX XXXX indicating that my payment of XXXX $ was received. Because Discover withdrew the XXXX $ without my knowledge I was charged XXXX $ overdraw fee from my bank. Discover then re-withdrew XXXX $ again, without my knowledge, which was returned again so I was charged another XXXX $ return payment fee by Discover and another XXXX $ from my bank. I was unaware of any of this. I checked my statement after purchasing an item on XX/XX/XXXX at around XXXXXXXX XXXX. When I checked my statement I saw a XXXX $ fee and that I was recharged XXXX XXXX I called Discover card at XXXX XXXX and the call lasted 16 minutes. While on the call I was transferred to different agents 4 times. No one gave me their name or explained to me what happened with my payment. I was told I did not pay my bill and was recharged. I asked why I was not informed of this payment not going through the first time and why I had to find out after two attempts and 4 extra fees from Discover and my bank. The last woman I spoke to notified me that \" this was a business call '' when I became upset because XXXX $ of my hard earned money has now disappeared. I was to call my bank and figure it out so I hung up and tried again the next day. On XX/XX/2021 at XXXX XXXX I called discover card again and explained the situation and asked what happened. I was informed that I was set up for automatic payment which is a self serviced. ( I never set that up I do not even know how to so that right there is fraud ). I was told that I did not have enough funds to pay so it was returned and I was charged the XXXX $ which occurred twice. I asked the woman why I was not notified and she told me it is not Discover cards responsibility to notify the person of returned payment or fees charged because of it. I then asked where my money went since it was not returned to my bank account and was directed to call my bank. The lady reversed XXXX XXXX $ returned payment fee but would not reverse the other and was rude on the phone. The phone call lasted 10 minutes. When I called my bank and explained the situation they told me they could not do anything and it was a matter with Discover and I needed to call them. I told my bank I did call Discover multiple times and they informed me the inly thing they can do is stop any future transactions with Discover and have them approved by me. I then asked where the XXXX $ went and they said it was taken out to pay discover and I need to call them about that too. My bank gave me back one XXXX $ overdraw fee but refused to give me back the second and told me to ask Discover for it back. I am not out XXXX $ in fees and am not sure where my payment of XXXX $ went and where that money was returned to. I am very frustrated because I work very hard for my money and I do not miss payments. I refuse to pay these erroneous fees because this mess up was solely on Discover card.","date_sent_to_company":"2021-12-29T06:21:16.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"19026","tags":null,"has_narrative":true,"complaint_id":"5049335","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2021-12-29T00:54:17.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["The <em>last</em> <em>woman</em> I <em>spoke</em> to notified me that \" this was a business call '' when I became upset because XXXX $ of my hard earned money has now disappeared. I was to call my bank and figure it out so I hung up and tried again the next day. On XX/XX/2021 at XXXX XXXX I called discover card again and explained the situation and asked what happened."]},"sort":[13.35588,"5049335"]},{"_index":"complaint-public-v1","_id":"8315030","_score":13.119193,"_source":{"product":"Student loan","complaint_what_happened":"Trying to speak with a live agent at Aidvantage is time consuming and frustrating. It also seems pointless considering nothing transpired from any of these phone calls. \n\nI called them in XXXX or XXXX to try to lower my monthly payment by applying for an income driven repayment plan ( IDR ). Payments were {$270.00} then I got an email in XXXX / XXXX saying congratulations and that my IDR went through and now my payments are {$110.00}. But when I log in to my portal, it says my payments are still {$270.00}. I called and was on the phone with them for about twenty minutes and then they disconnected ( probably accidently but incredibly annoying to me ). She said that she had no record of that email saying I was approved for lower payments. I literally had the email open in front of me and asked her if I could send it to her as \" proof. '' She said she can't receive emails. The reps have no record of the emails their company sent to me. \n\nI called again ten days later but couldn't talk to a live person. However, their automated system said, \" Congratulations. Your income driven repayment plan has been accepted. Log in to your portal to read the most updated information. '' Every time I call them, I get that automated message after I type in the last XXXX digits of my social security number. \nI called again about a week later and it's the same situation where I can't talk to a real person because they're always experiencing \" higher than normal call volume. '' I called again on XX/XX/XXXX. This lady seemed to know what she was doing ( unlike the previous woman I talked to ). She said I'm not approved for the IDR based on some of the types of loans I have and she has no record of that email saying otherwise. But she was willing to help me get a lower payment via another program called XXXX XXXX XXXX XXXX XXXX, I think. Now she tells me my new monthly payment is {$94.00}. That pleased me. I said thank you very much to her and we hung up. The online portal has no record of this new payment plan and it still says I owe {$270.00}. Even after refreshing the website and trying a different day, it's the same old thing. \n\nI called again today ( XX/XX/XXXX ) and spoke with someone whose name sounds like XXXX XXXX. She said that the previous rep miscommunicated. XXXX said only half of my loans are eligible for the XXXX XXXX XXXX program and that would be {$80.00} but the total monthly payment would be {$170.00}. I asked her when this would take effect and she said that she would have it expedited to two to four days. \n\nIn XXXX of 2024 they said on the phone my payments were {$110.00} but online it says my payments are {$270.00}. \nI called on the XXXX and XXXX XXXX 2024 but they weren't available to take calls. \nI called again on XX/XX/XXXX. \nI called again on XX/XX/XXXX and that lady said my new payments were now {$94.00} using XXXX XXXX XXXX XXXX XXXX. \nI called again on XX/XX/XXXX and now she's saying my payments are {$170.00}. \nOnline portal says my payments are {$250.00} Interest keeps accumulating and I'm incredibly frustrated. I don't trust them. \nI certainly don't trust their ability to keep track of how much money I've already paid them and how much money I owe them.","date_sent_to_company":"2024-02-09T20:15:11.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"152XX","tags":null,"has_narrative":true,"complaint_id":"8315030","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Maximus Federal Services, Inc.","date_received":"2024-02-09T19:46:47.000Z","state":"PA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["Log in to your portal to read the most updated information. '' Every time I call them, I get that automated message after I type in the <em>last</em> XXXX digits of my social security number. \nI called again about a week later and it's the same situation where I can't talk to a real person because they're always experiencing \" higher than normal call volume. '' I called again on XX/XX/XXXX. This lady seemed to know what she was doing ( unlike the previous <em>woman</em> I talked to )."]},"sort":[13.119193,"8315030"]},{"_index":"complaint-public-v1","_id":"11651879","_score":12.425879,"_source":{"product":"Debt collection","complaint_what_happened":"RE : Best Egg XXXX XXXX XXXX. \n\nNever use XXXX XXXX XXXX! I began using XXXX XXXX XXXX in XXXX of XXXX. I had been laid off but still received some income from online selling and unemployment. My landlord uses XXXX for rent payments, which I have used for 5 years. I decided to try XXXX XXXX since my payments weren't always consistent, but I pulled in enough money through the month to cover. XXXX was rough ; I was behind a couple of payments to a whopping XXXX by XXXX. I was worried as I did not want to mess up my relationship with the best egg, and I called them immediately in XXXX to make a payment plan. I spoke to a lovely customer service representative who completely understood and offered a plan to pay in installments. This wonderful lady even encouraged me and said I did the right thing for even trying to get in front of it. My payment plan was set for XXXX from XX/XX/XXXX, to be completed on XX/XX/XXXX. They did not send me anything in writing about the current agreement, over email or through mail, but I was gracious that they were willing to work with me and not destroy my credit -- until XXXX. \n\nI made the first installment payment during the phone call on XX/XX/XXXX. XXXX comes around, and I check my account to see if the second payment went through. It did not. I did not receive a phone call regarding the payment not going through or an attempt to collect a debt. I figured it was because they would attempt to run the payment through within a few days, like usual. They did not, and there is still no email or mail notification. I woke up about 10 days later to a notification saying I had a delinquency on an account. This was a profound XXXX moment because although I was laid off, I still managed to cover my bills ( barely ) with savings, unemployment, and selling some items to stay afloat. I checked the alert, and Best Egg slapped a significant delinquency on my credit report for the balance owed. Why would they do that after I attempted to set up a payment plan and called them when I noticed an issue? They never sent me any follow-up paperwork via email or mail. They never even attempted to contact me to collect payment. \nYou slap a late payment on my credit report. That's a terrible tactic. Also, there is no easy way to reach them. I had to wait until Monday to call, after which I spoke to another friendly representative. I told her that I set up a payment plan and that the payment was not drafted out in XXXX, and I thought they would attempt to rerun it. I did not receive any correspondence via phone, email, or mail to even try to collect the payment. She put me on a XXXX minute hold to review everything, checking on me to ensure she was still looking into everything. She mentioned that they didn't clarify that it was a payment plan set up, so she added a note and collected payment for XXXX right then and there. She even double-checked that my address was correct ( I assumed I would send mailing correspondence ) if this happened again. I asked if this late payment would be removed from my account. She said everything would be updated in XXXX and I should be good when everything is paid off in XXXX. Again, there is nothing in writing. No follow-up email. Nothing. \n\nI finally started a new job on XXXX and started receiving consistent paychecks again. XXXX 's payment came out on the XXXX as planned. As of XX/XX/XXXX, I paid the last installment, XXXX, due on XX/XX/XXXX. Today, on XX/XX/XXXX, I received a barrage of notifications from XXXX XXXX, XXXX, etc., saying I am 60 days past due!? HOW! I've been paying as agreed and was even told everything would be corrected. Once again, there is no correspondence whatsoever. I guess a savings grace is that I could use the flexible rent again now that I paid everything in full according to the portal. I do not understand how I do the right thing by calling them to get everything squared away, and I get punished with XXXX late payments when I have an agreed-upon payment plan and there is no additional correspondence on their end to collect a debt. That's unfair, unjust, and shady practice all around. \n\nI hope that this time around, Best Egg does the honorable thing and removes those XXXX delinquent payments from my credit report for their negligence in following up to collect a debt, and reach out regarding any missed payment or inform me that setting up a payment would allow them to still report the account as delinquent. If I had known these things, I would have found a way to pay the full amount to avoid that happening. Look, I am a divorced woman with XXXX kids that had their position eliminated from a company after XXXX near XXXX years of service. I was trying to make ends meet through a paltry unemployment payment and selling items to pay my exorbitant rent of {$2700.00}. Proper correspondence would have led me in a different direction. Instead, they chose to be shady and ruin my credit when I tried to do the right thing. That is frustrating, disappointing, and worthy of a lawsuit. The balance is paid entirely in full. Please work with me to remove those late payments from my report.","date_sent_to_company":"2025-01-22T19:34:37.000Z","issue":"Written notification about debt","sub_product":"I do not know","zip_code":"94578","tags":null,"has_narrative":true,"complaint_id":"11651879","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Marlette Funding, LLC","date_received":"2025-01-19T16:51:53.000Z","state":"CA","company_public_response":null,"sub_issue":"Notification didn't disclose it was an attempt to collect a debt"},"highlight":{"complaint_what_happened":["Look, I am a divorced <em>woman</em> with XXXX kids that had their position eliminated from a company after XXXX near XXXX years of service. I was trying to make ends meet through a paltry unemployment payment and selling items to pay my exorbitant rent of {$2700.00}. Proper correspondence would have led me in a different direction. Instead, they chose to be shady and ruin my credit when I tried to do the right <em>thing</em>. That is <em>frustrating</em>, disappointing, and worthy of a lawsuit."]},"sort":[12.425879,"11651879"]},{"_index":"complaint-public-v1","_id":"14261504","_score":12.222326,"_source":{"product":"Mortgage","complaint_what_happened":"My husband passed away. I had to become the administrator of the estate via probate. This was a process. I had no idea what I was doing. There was some type of mediation with Shellpoint and I did not understand a thing. I didn't have the funds to obtain an attorney to assist me. My daughter tried to get involved, but Shellpoint did not want to explain themselves to my daughter so we were lost.They refused to tell her anything which in turn, would have been able to help assist me as she understands these things better than I do. To this day when I call into Shellpoint depending on who answers the phone, I am not acknowledged. Instead of choosing to review the account, Im advised that they will not speak to me because Im not on the loan. I have no capacity to speak on behalf of my deceased husband so they will not speak to me is what they tell me. They will not get me a supervisor because they cant speak to me so theyre not going to waste their time getting a supervisor who also cant speak to me, etc. etc. This is a never ending cycle. and is unacceptable. I dont know if its because Im a woman. I dont know if its based on my now marital status, my race, that they treat me like this, but whatever it is, it is uncalled for. So now they want to foreclose my property. Ive tried to ask for assistance but again its hit or miss when I call in who chooses to talk to me or not. Ive been advised not to bother to send in anything. We wont review your file. Dont send in documents. were not even gon na touch your file. We cant talk to you. We cant speak to you. Were just going to tell you that youre wasting your time asyou are nothing to the borrower at this time. I am FINALLYthe administrator. It is so frustrating that Shellpointhandles the file like this.I have spoken to a few reps just recently who advised me that I am indeed authorized on the account, in order to even get to them, I was transferredso many times it is exhausting. When I finally get to the correct department they say they are authorized to speak to me and that they will put some complaint in regards to the prior reps and fix these notes on the account so everyone can see it but that never happens! All I want is the fair opportunity for my file to be reviewed. I am appointed the administrator of the estate. I went through probate. I need the chance to save my home. Shellpoint is refusing to assist me now my sale is too close per the last representative who I spoke to. I have no options but to reinstate my loan. It's still an ongoing battle after the probate battle. I am requesting a postponement of my sale date that is set for Saturday, XX/XX/XXXX. I am demanding that somebody properly review my file within Shellpoint. I am demanding that somebody get assigned to do their job properly at Shellpoint. I am demanding for it to be documented that when I call in, I am the authorized party AND successor of the estate. I am demanding for the harassment to stop. I am demanding that the representatives stop insisting that Im not authorized. I am demanding that the representative do their job before deciding that they cant speak to me. I have had to go to the hospital due to the stress from dealing with Shellpoint. There is no excuse for the way my file has been handled. It is obviousthey want to take my home.","date_sent_to_company":"2025-06-24T23:41:36.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"06512","tags":null,"has_narrative":true,"complaint_id":"14261504","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-06-24T23:23:59.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["Shellpoint is refusing to assist me now my sale is too close per the <em>last</em> representative who I <em>spoke</em> to. I have no options but to reinstate my loan. It's still an ongoing battle after the probate battle. I am requesting a postponement of my sale date that is set for Saturday, XX/XX/XXXX. I am demanding that somebody properly review my file within Shellpoint. I am demanding that somebody get assigned to do their job properly at Shellpoint."]},"sort":[12.222326,"14261504"]},{"_index":"complaint-public-v1","_id":"8787685","_score":11.736991,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX or XX/XX/XXXX, I contacted Citizens Bank to inquire about assistance for our HELOC. We had incurred significant debt and were struggling to make ends meet. I called on multiple occasions to ask for assistance & was told they would mail us a packet. I asked for an email since we were in dire restraints, and they said they couldn't. On XX/XX/XXXX, I called as we didn't receive anything in the mail and requested it again. End of XX/XX/XXXX, a packet arrived & I immediately filled it out & mailed it in. I attempted to call on XX/XX/XXXX & the number given on the letter we received, dated XX/XX/XXXX, was automated. I put my information in & it said they couldn't find our loan. I put in my husband 's information and it said our loan was paid in full. After about half an hour, I finally spoke to someone who informed me the letter we had received had our old loan number on it, the one that was paid off with our HELOC. I waited on hold again to be transferred to XXXX different people over an hour, just to be told they couldn't assist & never received our paperwork. In late XX/XX/XXXX, we received a letter dated XX/XX/XXXX, indicating they needed additional information. That information was faxed on XX/XX/XXXX with a confirmation that I received. Throughout, I continued to get phone calls from Citizens about our accounts & each time I explained I submitted paperwork & hadn't heard yet & that this had been going on for months. On XX/XX/XXXX, I was told again they didn't receive the faxed paperwork & that the application was closed but I could appeal and would need to refile all the previous paperwork. I asked again for an email so that it was in writing & sent via email all the paperwork, requesting confirmation which was never received. In the meantime, we caught up on our XXXX HELOC, but not the other. Since XX/XX/XXXX, my husband is employed but not receiving a paycheck, denied XXXX & nothing from XXXX. This continues to impact our credit. There is no direct contact to call anyone to assist. \n\nOn XX/XX/XXXX, I received a phone call from a woman named XXXX from the XXXX XXXX XXXX XXXX XXXX Citizen 's Bank. She left me a voicemail message as well as an email, requesting a return phone call with her direct number. We played phone tag until Friday, XX/XX/XXXX, at which time I explained to her the exact same thing I had placed in my complaint. She was polite but did not provide any relevant feedback that helped our situation. She apologized for my experience and said she was \" sorry to hear that '' several times. She informed me that Citizens had received all the appropriate documentation. I asked her a time frame and she said she couldn't tell me where they were in the process. Moreover, she couldn't tell me what our options would be or any insight into what that would look like. At no point did she address the fact that I had called since XX/XX/XXXX looking for assistance and trying to work with them. I had to call on several occasions to have them mail out the hardship packages. I asked if any of the forms were online or could be emailed to me which they said they don't do that. When I spoke to XXXX, she said they only operate by mail. I also asked her again regarding our options because I wanted to make sure I had things in place so we don't lose our home and she told me she couldn't tell me. I told her that someone had called me and I tried to explain to them we couldn't make a payment and that we were waiting on the hardship package to process and I wanted them to know that my husband had been out of work since XX/XX/XXXX, due to a medical condition and we lost his income. The woman I spoke to said she didn't know if it would matter. XXXX reported if this was the case we would have to likely apply all over again. I explained at the time I did apply, this was not an issue. She ended our phone call on XX/XX/XXXX, telling me she would follow up on the process and who/how to notify them regarding my husband 's income. She told me she would be in touch to follow up. On XX/XX/XXXX, I called and left her a voicemail message inquiring about what she was supposed to find out. As of XX/XX/XXXX, she has not returned my phone call. \nOn XX/XX/XXXX, I received a phone call from Citizens asking if we would like to make a payment on our loan. I explained that we had applied for the hardship package and were waiting on information. At that time, she also informed me that they would be starting if they hadn't already, the foreclosure process. I asked how that could be since I've been asking for assistance and we still haven't heard what our options are. She again stated this was their policy after 120 days past due and that we were at 133 days. She then asked if she could transfer me to someone else to check on the status. I continued to be transferred to XXXX more people, all who were unable to assist. I was transferred between Consumer Counseling, Collections, Loss Mitigation, and Collections. The last person I spoke to mentioned I could fax or email a letter explaining my husband 's financial situation. After XXXX minutes of all of this, I had to get back to work and could not stay on hold for her to try and connect to someone to confirm that our home was not in pre-foreclosure since we had applied for the hardship package. I am beyond frustrated and stressed out regarding this situation. We are told to reach out and ask for help and yet, this continues. I would love to be able to go to another loan servicer but understand this is not an option.","date_sent_to_company":"2024-04-16T21:22:55.000Z","issue":"Struggling to pay mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"19608","tags":null,"has_narrative":true,"complaint_id":"8787685","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2024-04-16T21:11:33.000Z","state":"PA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["The <em>last</em> person I <em>spoke</em> to mentioned I could fax or email a letter explaining my husband 's financial situation. After XXXX minutes of all of this, I had to get back to work and could not stay on hold for her to try and connect to someone to confirm that our home was not in pre-foreclosure since we had applied for the hardship package. I am beyond <em>frustrated</em> and stressed out regarding this situation. We are told to reach out and ask for help and yet, this continues."]},"sort":[11.736991,"8787685"]},{"_index":"complaint-public-v1","_id":"7802265","_score":11.177694,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Fri, XX/XX/23, XXXXXXXX XXXX I received an automated call from Wells Fargo fraud stating that someone had tried to change my password. If I hadn't done that, I should select 1. I did select 1 and was transferred to a woman named XXXX XXXX. She said an IP address in Florida had been identified as trying to change my password. She used messages exactly like WF messages to verify me, then changed my password. She said she was going to install security measures on my account while I was on hold for XXXX min. In retrospect, what she said was suspicious, but because the call came from the number I'd recently received calls from with regard to fraudulent transactions, I trusted that it was WF. \n\nWhile on hold, I called WF fraud, as I was suspecting a scam. I was getting messages that new debit cards had been ordered from personal and biz checking and the numbers had been added to XXXX XXXX. I had not authorized personal checking to be reordered, nor do I use XXXX XXXX. Immediately, messages poured in that ATM charges were being denied. I told her that someone was using my account from XXXX XXXX, Florida, with a card number I didn't recognize. I caught the scammer in the act ; she disappeared. \n\nIn the meantime, trying to get help from what I guessed was the real WF was even worse than the shock of being scammed in real time. The AI phone tree is frustrating ; there should be a simple FRAUD command to slice through everything. I wasted time trying to get someone. I could tell that XXXX, who answered the phone, was a XXXX call center employee. He showed XXXX empathy, was totally disengaged. I told him I felt no empathy or concern & didn't trust him. Called again, another call center person, XXXX, who was incompetent. I shared my story & he didn't take in a word of it. I asked to escalate to a manager. While this was happening, I was seeing {$950.00} in fraudulent charges hitting my account in real time from Flordia. And the WF fools in the call center seemed to have walked in off the street, oblivious as to how to provide customer service in such a scary situation. \n\nI finally spoke to an intelligent person, XXXX, in Escalation, who shut down my online account access. I asked to have my new debit cards expedited. WF used to do this. Now they're cheap ( though they gave their CEO a 20 % raise last year, to {$24.00} XXXX ) and won't. XXXX said he'd transfer me to the Online Fraud dept for help in setting up my accounts again. I spoke to XXXX once transferred & learned he wasn't in Online Fraud ; they were closed and wouldn't open again till Monday. I asked for a provisional credit, which they did in past rare occasions of suspicious activity, but was denied. \n\nThis is why I'm filing this complaint. I'm a XXXX customer of WF. I'm disgusted by the level of incompetence and lack of empathy of these call center employees & the unhelpful systemic responses to a scary scamming situation. I spent XXXX hours on the phone. I had XXXX XXXX and the whole time was afraid that the stress late at night would trigger my XXXX XXXX. It was an incredibly stressful situation. \n\nI imagine that hiring call centers is cheap for WF. When I filed my internal WF complaint today through the Escalation Dept, the person helping me ( who I could tell wasn't able to say too much ) revealed that he spends a lot of time cleaning up the messes made by the call center staff. Being scammed as I was is a frightening, violating experience. I do not trust WF at all because of their abysmal response. \n\nHaving an Online Fraud department that isn't open on the weekend? \n\nHaving untrained, oblivious, unconcerned call center employees? \n\nSetting up systems that make it harder for the customer? \n\nThe only thing I need WF for at this point is to protect my money and they have failed. \n\nLike millions of Americans, I am disgusted and completely fed up by the greed and incompetence in banking. What are they doing to actually help customers? If this is a common scam, why aren't they communicating about it? I was doing more to figure out that it was a scam than they were, for XXXX 's sake! \n\nThe way WF has handled this situation is just wrong. I wanted to alert others to this incompetence by filing formal complaints about this before moving to another bank. I hope that the CFPB will be able to help.","date_sent_to_company":"2023-11-04T18:38:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"947XX","tags":"Older American","has_narrative":true,"complaint_id":"7802265","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-11-04T17:53:34.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I finally <em>spoke</em> to an intelligent person, XXXX, in Escalation, who shut down my online account access. I asked to have my new debit cards expedited. WF used to do this. Now they're cheap ( though they gave their CEO a 20 % raise <em>last</em> year, to {$24.00} XXXX ) and won't. XXXX said he'd transfer me to the Online Fraud dept for help in setting up my accounts again. I <em>spoke</em> to XXXX once transferred & learned he wasn't in Online Fraud ; they were closed and wouldn't open again till Monday."]},"sort":[11.177694,"7802265"]},{"_index":"complaint-public-v1","_id":"3618538","_score":11.168532,"_source":{"product":"Mortgage","complaint_what_happened":"On XXXX I have had my FHA loan for 10 years and I am current but having issues due to Covid-19. I contacted SunTrust ( hereafter known as Truest Bank ) my mortgage servicer to request a deferment on my FHA home mortgage. The mortgage specialist,  XXXX, informed me that they were only providing forbearance plans of 3 to 6 months. Additionally she said that at the end of the time frame I would be responsible to pay the current month due plus all amounts that were due during the forbearance period. In my case this would mean that I would have to come up with {$6400.00} to bring my loan current. If unable to pay the entire sum, I had 2 options, I could refinance my 10 year old loan or they would try to come up with an agreeable payment plan. I turned down this option and once again requested a deferment of 3 months which could  then be repaid at the end of my loan. She told me that the only thing they are offering is a forbearance to help the people. I said that this option was NOT helping people but could jeopardize my family home by potentially ending up in foreclosure at a future date. At this time because I was thoroughly frustrated, XXXX told me to contact the Home Preservation Department. It saddens me that Truest Bank  are not working on behalf of me or anyone else for that matter. \n\nOn XX/XX/XXXX the Truest home preservation department contacted me. I spoke with XXXX on a recorded line at XXXX XXXX. Once again she informed me that Truest Bank will only offer a forbearance of 3 to 6 months. At which time if I am unable to pay they may offer other options, but she was unable to specify what those options were. She suggested that they would offer an extension payment plan to make up the difference or simply refinance my loan. At this time I told XXXX that I didnt understand the banks position on this issue. I said, Back in XXXX  after the housing bubble, which was caused by greedy banks, the US Government bailed you out with tax dollars provided by the people. And twelve years later Truest Bank is not here to help the people. At this rate, after their last merger, now being the 4th or 5th largest bank in the US, they will be foreclosing on many many homes throughout our country based on so many unknown variables. Unsatisfied with her response, I asked for her supervisor. I finally spoke with XXXX. She was a bitter angry woman and very rude to me. She then gave me the exact same information that I received from XXXX. \n\nI am a XXXX XXXX in XXXX, Florida. My company was closed by the government to allow for social distancing and protection of both my staff and our customers. During this time my income has stopped. When we are allowed to re-open our flooring store, I seriously doubt that customers will return right away. I have financially been affected by Covid-19, so have all of our potential customers. It will take some time before my family, my business  and my customers feel financially and medically safe to request the services of my company. All of these issues are to no fault of our own. Additionally, my wife has been out of work for over 30 days and doesnt even have a return date. She is a XXXX  XXXX XXXX. Her office has been unable to procure the necessary PPEs to reopen their office. At this time they dont know the new guidelines that will be in place for working in the dental  field. \n\nOver the extremely long telephone hold times I decided to contact Congressman XXXX XXXX. I was fortunate enough to speak with XXXX XXXX. She was a world of information. She informed me that if my loan was federally backed, which it is, I was protected under the CARES Act. Since my loan is an FHA mortgage, she instructed me to contact the FDIC and the Consumer Protection Finance Bureau via email. She also informed me that SunTrust/Truest had similar issues after Hurricane Irmas State of Emergency. At that time they were required to give deferments and not forbearances.\n\nAs my loan is an FHA loan and Truest Bank is the servicer, I am writing to you for help and guidance as to what can be done. Without your help this situation will become a huge loss to the US Government and all the people who will be impacted by this issue. In  the end our Government will be left holding the bag again.","date_sent_to_company":"2020-04-22T17:46:21.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"329XX","tags":null,"has_narrative":true,"complaint_id":"3618538","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2020-04-22T17:35:38.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["At this rate, after their <em>last</em> merger, now being the 4th or 5th largest bank in the US, they will be foreclosing on many many homes throughout our country based on so many unknown variables. Unsatisfied with her response, I asked for her supervisor. I finally <em>spoke</em> with XXXX. She was a bitter angry <em>woman</em> and very rude to me. She then gave me the exact same information that I received from XXXX. \n\nI am a XXXX XXXX in XXXX, Florida."]},"sort":[11.168532,"3618538"]},{"_index":"complaint-public-v1","_id":"3696399","_score":10.970154,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This is my ongoing XXXX chat with Capitol One, beginning XX/XX/XXXX. As I explain in my posts to them, I had already spoken to people on the phone, with no action. I have had credit reduced and a credit card canceled bc they failed to correct their mistake. Their mistake tanked my score down to XXXX. Not okay. The fact that they refuse to take immediate -- or even delayed -- action is inexcusable. Please help! Thank you. \n\nXX/XX/2020, XXXX XXXX Furious with # CapitalOne. They misreported a credit card payment as 30 and then 60 days late in XXXX and XXXX. I have had a {$0.00} balance for over a year. My credit score TANKED. So, I called in early XXXX and they said, yes, there was an error and it would be reported correctly on XX/XX/XXXX. XX/XX/XXXX comes and goes, no change. I had started a dispute the same day. I just got a notice from XXXX  about my dispute. NO CHANGE. Called Capital One, and after waiting forever, the rep was like, oh, it's resolved in your favor and you should be getting a letter that says so. Oh? Then WHY IS IT STILL SHOWING UP AS TWO LATE PAYMENTS?? \" It can take up to two months to show up on your credit report. '' XXXX? I've already had an XXXX card cancelled bc of my credit score .... it had a balance of {$0.00} and they said bc of the lack of use of the card AND my credit score, they were cancelling my card. So, with apparently many creditors feeling anxious about possible overuse of credit during pandemic time, I'm now at risk for losing more credit, which will increase my credit usage percentage and FURTHER TANK MY SCORE, until Capital One gets around to fixing this. I am beyond furious and I am helpless to do anything about it. \n\nHey XXXX! Thanks for bringing this to our attention ... we can completely understand why you're frustrated. Would you share the full name and zip code attached to the account? XXXX Yes, thanks. XXXX, XXXX XXXX XXXX Thanks! Did you ever receive a case number, or did you get an agent ID from an agent who was helping you with the credit bureau dispute? ^XXXX  From XXXX. Hold on. \nXXXX I was told on the phone today that I'd be receiving a letter, but I don't have that yet. I was assured by the rep I spoke with in early XXXX that the XX/XX/XXXX reporting would clear this up. But, it seems nothing would have happened if I had not opened a dispute. \n\nGotcha. Do you know the last four digits of the account you're referring to? ^XXXX  XXXX Thanks! And just to further clarify ... the last time you called were you able to speak directly to a supervisor about this? XXXX No, I didn't think I needed to. The woman I spoke with said that I was correct, that my balance had been {$0.00} on that card for about a year, and perhaps it was bc I set up for autopay that the system made the error. She said it would be reported correctly on XX/XX/XXXX. \nToday I did not speak w a supervisor either. \n\nWith the XXXX  dispute number you provided, I can't see the details of that, but have they had any communication with you about this at all? We know it's all frustrating, but it does fall on the credit bureaus to update the information if we were able to fix the incorrect reporting during the dispute process. ^XXXX  There are two separate issues here. ( 1 ) My initial phone call during which I was told C1 would provide the correct information on XX/XX/XXXX. ( 2 ) My disputes that I opened with the credit bureaus. Let 's forget about the second thing and discuss the first. That is when I was told that C1 would correct the error that was made through no fault of my own. I was told it would be fixed. I only submitted the dispute as a back up. It is NOT up to the credit bureaus to correct information when they are being provided incorrect information, which is what happened her. It is up to C1 to provide the correct information NOW. It should have been fixed on XX/XX/XXXX. There is not a single acceptable reason for why C1 did not fix its error on XX/XX/XXXX. I should NOT have to wait for two or three cycles for this to \" fix itself. '' As I said, my credit score TANKED bc of this. I had an XXXX card closed bc of my \" new '' score. \nSo, that caused my credit utilization percentage to go up with further tanked my score. \n\nI appreciate the additional information. Can you share your best contact number? I'll forward your concerns over to a supervisor, so they can review and follow up with you. ^XXXX  Thank you. XXXX. \n\nNo problem! A specialist should be in touch within about 5 business days. ^XXXX  Thank you. \n\nMon XXXX XXXX  I'm still waiting to hear from someone. I just had ANOTHER credit card decrease my limit because of this error. I'm losing patience. \n\nHey XXXX! Thanks for following up. I've sent another request for someone to contact you about this ... we appreciate your patience. ^XXXX  Thank you. I don't have any patience since the letter I opened today from another credit card lowering my limit due to my credit score.\n\nWe understand. I've marked my request as urgent, will follow up if they have trouble contacting you. ^XXXX  Wed XXXX XXXX I have still not heard from anyone. \n\nYour case has been escalated and you should be hearing from our leadership team. ^XXXX  Thank you. \n\nYou are welcome. And thanks for reaching out to Capital One via the social media channels. ^XXXX   XXXX XXXX  Two weeks and I've heard nothing.","date_sent_to_company":"2020-06-12T19:41:53.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"223XX","tags":"Servicemember","has_narrative":true,"complaint_id":"3696399","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-06-12T19:30:42.000Z","state":"VA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I was assured by the rep I <em>spoke</em> with in early XXXX that the XX/XX/XXXX reporting would clear this up. But, it seems nothing would have happened if I had not opened a dispute. \n\nGotcha. Do you know the <em>last</em> four digits of the account you're referring to? ^XXXX  XXXX Thanks! And just to further clarify ... the <em>last</em> time you called were you able to speak directly to a supervisor about this? XXXX No, I didn't think I needed to."]},"sort":[10.970154,"3696399"]},{"_index":"complaint-public-v1","_id":"3725215","_score":10.726603,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have a credit card account on all 3 of my credit reports for a company named XXXX XXXX. In XXXX of XXXX there was an issue with fraud on my account in which multiple transactions occurred. I did not make an of those transactions because my credit card was stolen. I submitted a fraud claim with XXXX XXXX  at the beginning of XX/XX/XXXX. On XX/XX/XXXX I received confirmation that they received my claim, a provisional credit was added to the account, an investigation has begun and should take 2-3 billing cycles to complete. On XX/XX/XXXX I received a letter stating that a credit of {$1300.00} has been reversed on my account because a copy of the charge was reviewed and deemed accurate. On XX/XX/XXXX I received a letter stating the remaining credit of {$750.00} should be considered permanent because the remainder of their investigation was in my favor. At this point I am very confused so I contacted XXXX XXXX  sometime in XX/XX/XXXX and asked why the entire investigation wasn't in my favor and I was told that two merchants said that I have done business with them before and so they closed the investigation and reversed the credits. I explained that I have not done any business and I gave nobody permission to do business with any of these two companies using my name or credit card. I was told that they would put in a request to reopen the investigation. Now we are entering the month of XXXX and I received any kind of letter stating the investigation was reopened. I called back to speak with someone to find out what is the status of my account and I was told that nobody ever submitted a request to reopen your investigation. So I am pretty upset at this point, I spoke to a supervisor and explained all of this to them and requested a call back to confirm my investigation will be reopened. They requested I send additional information so I sent a police report, an affidavit and a statement to them. Sometime at the end of XX/XX/XXXX someone reached out to me and informed me that they are going to reopen my investigation for the remainder of the charges. I specifically confirmed with the woman on the phone that they were going to include all transactions from these two merchants in the investigation associated with this account since they claim I've done business with them in the past. I was told yes sir will investigate everything for you. On XX/XX/XXXX I received a letter stating that they have completed their investigation and that they have re-issued the credits to my account that were reversed on XX/XX/XXXX and that they consider this investigation completed and closed. At the end of the year I started receiving credit alerts from XXXX XXXX and the reports were saying that I have multiple payments that were late, a balance of {$1300.00} and that my account has been closed and charged off. I don't understand this because based on the letters I received this account should have a {$0.00} balance and should be in good standing. I contacted XXXX XXXX  on XX/XX/XXXX, spoke with XXXX from the security department. She said that it should be a {$0.00} balance according to the notes and information that she is seeing. She stated that she will send this account up to her managers so that they can update the account properly on my credit reports. I called back on XX/XX/XXXX after not seeing my credit reports updated. I spoke to XXXX a fraud department supervisor and she sent me information for review to her managers so that my credit report and account can be updated correctly. She also requested someone to call me back to discuss this matter. On XX/XX/XXXX I spoke to XXXX in the security department and faxed a copy of my credit report to their credit bureau XXXXnteraction team along with a statement of everything that happened. On XX/XX/XXXX I spoke with XXXX a fraud protection specialist and he requested my investigation from XXXX be reopened. I received a letter on XX/XX/XXXX stating that they initiated an investigation, looked into my claim and determined that there was no fraudulent use of this account. I demanded a manager call me back to discuss this account and on XX/XX/XXXX I received a phone call from XXXX from the fraud team and she explained what happened with my account. She said that all transactions that were part of the original investigation were credited but the additional transactions from XXXX XXXX XXXX were that should've been investigated as fraud should have been investigation so now they need to investigate those transactions and so she put in a request for copies of my statements to be sent to me since my account was now closed. On XX/XX/XXXX I received a letter from a collections agency called XXXX XXXX XXXX attempting to collect {$1300.00} on behalf of XXXX XXXX. I finally received the statements on XX/XX/XXXX, Highlighted those transactions in question and contacted XXXX XXXX  to reopen the investigation. I called that same day and spoke with XXXX ID # XXXX from the fraud security department and he put in the request to have my investigation reopened. I received a letter on XX/XX/XXXX stating that they have opened an investigation and listed the transactions and amounts of the transactions. I receive a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account. I contacted them immediately to find out what is going on. I spoke to someone in the security department about the investigation and they gave the same answer that they gave to me in XX/XX/XXXX that the merchant in question said that I have done business with them before and this is an outright lie and I have already given them proof in the form of a statement, an affidavit, a police report and the lost and stolen report of my credit card and drivers license. This should be more than enough evidence considering they've already credited a transaction from this merchant already at the end of XX/XX/XXXX. I explained all of this and requested this be reviewed again. With this pandemic going on I heard no responses by mail or phone from this company. I was finally able to get through to them on XX/XX/XXXX, as I spoke to XXXX about the status of this investigation and she informed me that the request was submitted on XX/XX/XXXX, was reopened on XX/XX/XXXX and they started to work on it on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account.So by this time whoever is reading this I hope you are as frustrated as I am with this company and how they do business. I apologize for this long letter but I had to get my point across and show you how ridiculous this whole process has been and now we are well over a year later. So needless to say I contacted XXXX XXXX   on XX/XX/XXXX and for the third time since XXXX of XXXX spoke to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole thing is unprofessional and wasn't handled properly from the beginning. He looked into what happened with this last investigation and it looks like there was a lack of proper communication in the form of the person that filed the request for this account and those transactions to be re-investigated never put in the notes that this merchant is linked to another investigation in which was found in my favor because all the necessary supporting documents were provided in order to complete the original investigation and that all the remaining transactions from XXXX XXXX XXXX were never included in the original investigation as requested so once again another investigation was not reviewed and completed properly. He submitted a request to have the claim reopened as well as having an investigator call me back to discuss this claim and what went wrong and to also discuss having my account reopened, taken out of collections, credited properly and to have any late payments or negative activity removed from my credit report. As you can read I have made many attempts to resolve and correct this account with no end in sight. I have disputed this account many times with all of the credit bureaus and have gotten nowhere during that process as well. This entire process has been frustrating and now its causing me personal problems because I have to explain this mess of a negative account to both my employer and landlord who check my account periodically. This needs to end now so I am reached out to you for help. Thanks for reading this extremely long letter and I hope we can resolve this matter ASAP.","date_sent_to_company":"2020-07-01T20:12:08.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02149","tags":null,"has_narrative":true,"complaint_id":"3725215","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-07-01T20:12:03.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["So needless to say I contacted XXXX XXXX   on XX/XX/XXXX and for the third time since XXXX of XXXX <em>spoke</em> to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole <em>thing</em> is unprofessional and wasn't handled properly from the beginning."]},"sort":[10.726603,"3725215"]},{"_index":"complaint-public-v1","_id":"3725214","_score":10.726603,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have a credit card account on all 3 of my credit reports for a company named XXXX XXXX. In XXXX of XXXX there was an issue with fraud on my account in which multiple transactions occurred. I did not make an of those transactions because my credit card was stolen. I submitted a fraud claim with XXXX XXXX at the beginning of XX/XX/XXXX. On XX/XX/XXXX I received confirmation that they received my claim, a provisional credit was added to the account, an investigation has begun and should take 2-3 billing cycles to complete. On XX/XX/XXXX I received a letter stating that a credit of {$1300.00} has been reversed on my account because a copy of the charge was reviewed and deemed accurate. On XX/XX/XXXX I received a letter stating the remaining credit of {$750.00} should be considered permanent because the remainder of their investigation was in my favor. At this point I am very confused so I contacted XXXX XXXX  sometime in XX/XX/XXXX and asked why the entire investigation wasn't in my favor and I was told that two merchants said that I have done business with them before and so they closed the investigation and reversed the credits. I explained that I have not done any business and I gave nobody permission to do business with any of these two companies using my name or credit card. I was told that they would put in a request to reopen the investigation. Now we are entering the month of XXXX and I received any kind of letter stating the investigation was reopened. I called back to speak with someone to find out what is the status of my account and I was told that nobody ever submitted a request to reopen your investigation. So I am pretty upset at this point, I spoke to a supervisor and explained all of this to them and requested a call back to confirm my investigation will be reopened. They requested I send additional information so I sent a police report, an affidavit and a statement to them. Sometime at the end of XX/XX/XXXX someone reached out to me and informed me that they are going to reopen my investigation for the remainder of the charges. I specifically confirmed with the woman on the phone that they were going to include all transactions from these two merchants in the investigation associated with this account since they claim I've done business with them in the past. I was told yes sir will investigate everything for you. On XX/XX/XXXX I received a letter stating that they have completed their investigation and that they have re-issued the credits to my account that were reversed on XX/XX/XXXX and that they consider this investigation completed and closed. At the end of the year I started receiving credit alerts from XXXX XXXX and the reports were saying that I have multiple payments that were late, a balance of {$1300.00} and that my account has been closed and charged off. I don't understand this because based on the letters I received this account should have a {$0.00} balance and should be in good standing. I contacted XXXX XXXX on XX/XX/XXXX, spoke with XXXX from the security department. She said that it should be a {$0.00} balance according to the notes and information that she is seeing. She stated that she will send this account up to her managers so that they can update the account properly on my credit reports. I called back on XX/XX/XXXX after not seeing my credit reports updated. I spoke to XXXX a fraud department supervisor and she sent me information for review to her managers so that my credit report and account can be updated correctly. She also requested someone to call me back to discuss this matter. On XX/XX/XXXX I spoke to XXXX in the security department and faxed a copy of my credit report to their credit bureau interaction team along with a statement of everything that happened. On XX/XX/XXXX I spoke with XXXX a fraud protection specialist and he requested my investigation from XXXX be reopened. I received a letter on XX/XX/XXXX stating that they initiated an investigation, looked into my claim and determined that there was no fraudulent use of this account. I demanded a manager call me back to discuss this account and on XX/XX/XXXX I received a phone call from XXXX from the fraud team and she explained what happened with my account. She said that all transactions that were part of the original investigation were credited but the additional transactions from XXXX XXXX XXXX were that should've been investigated as fraud should have been investigation so now they need to investigate those transactions and so she put in a request for copies of my statements to be sent to me since my account was now closed. On XX/XX/XXXX I received a letter from a collections agency called XXXX XXXX XXXX attempting to collect {$1300.00} on behalf of XXXX XXXX. I finally received the statements on XX/XX/XXXX, Highlighted those transactions in question and contacted XXXX XXXX to reopen the investigation. I called that same day and spoke with XXXX ID # XXXX from the fraud security department and he put in the request to have my investigation reopened. I received a letter on XX/XX/XXXX stating that they have opened an investigation and listed the transactions and amounts of the transactions. I receive a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account. I contacted them immediately to find out what is going on. I spoke to someone in the security department about the investigation and they gave the same answer that they gave to me in XX/XX/XXXX that the merchant in question said that I have done business with them before and this is an outright lie and I have already given them proof in the form of a statement, an affidavit, a police report and the lost and stolen report of my credit card and drivers license. This should be more than enough evidence considering they've already credited a transaction from this merchant already at the end of XX/XX/XXXX. I explained all of this and requested this be reviewed again. With this pandemic going on I heard no responses by mail or phone from this company. I was finally able to get through to them on XX/XX/XXXX, as I spoke to XXXX about the status of this investigation and she informed me that the request was submitted on XX/XX/XXXX, was reopened on XX/XX/XXXX and they started to work on it on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account.So by this time whoever is reading this I hope you are as frustrated as I am with this company and how they do business. I apologize for this long letter but I had to get my point across and show you how ridiculous this whole process has been and now we are well over a year later. So needless to say I contacted XXXX XXXX on XX/XX/XXXX and for the third time since XXXX of XXXX spoke to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole thing is unprofessional and wasn't handled properly from the beginning. He looked into what happened with this last investigation and it looks like there was a lack of proper communication in the form of the person that filed the request for this account and those transactions to be re-investigated never put in the notes that this merchant is linked to another investigation in which was found in my favor because all the necessary supporting documents were provided in order to complete the original investigation and that all the remaining transactions from XXXX XXXX XXXX were never included in the original investigation as requested so once again another investigation was not reviewed and completed properly. He submitted a request to have the claim reopened as well as having an investigator call me back to discuss this claim and what went wrong and to also discuss having my account reopened, taken out of collections, credited properly and to have any late payments or negative activity removed from my credit report. As you can read I have made many attempts to resolve and correct this account with no end in sight. I have disputed this account many times with all of the credit bureaus and have gotten nowhere during that process as well. This entire process has been frustrating and now its causing me personal problems because I have to explain this mess of a negative account to both my employer and landlord who check my account periodically. This needs to end now so I am reached out to you for help. Thanks for reading this extremely long letter and I hope we can resolve this matter ASAP.","date_sent_to_company":"2020-07-01T20:11:54.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02149","tags":null,"has_narrative":true,"complaint_id":"3725214","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2020-07-01T18:14:53.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["So needless to say I contacted XXXX XXXX on XX/XX/XXXX and for the third time since XXXX of XXXX <em>spoke</em> to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole <em>thing</em> is unprofessional and wasn't handled properly from the beginning."]},"sort":[10.726603,"3725214"]},{"_index":"complaint-public-v1","_id":"3725206","_score":10.725105,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have a credit card account on all 3 of my credit reports for a company named XXXX XXXX. In XXXX of XXXX there was an issue with fraud on my account in which multiple transactions occurred. I did not make an of those transactions because my credit card was stolen. I submitted a fraud claim with XXXX XXXX  at the beginning of XX/XX/XXXX. On XX/XX/XXXX I received confirmation that they received my claim, a provisional credit was added to the account, an investigation has begun and should take 2-3 billing cycles to complete. On XX/XX/XXXX I received a letter stating that a credit of {$1300.00} has been reversed on my account because a copy of the charge was reviewed and deemed accurate. On XX/XX/XXXX I received a letter stating the remaining credit of {$750.00} should be considered permanent because the remainder of their investigation was in my favor. At this point I am very confused so I contacted XXXX XXXX  sometime in XX/XX/XXXX and asked why the entire investigation wasn't in my favor and I was told that two merchants said that I have done business with them before and so they closed the investigation and reversed the credits. I explained that I have not done any business and I gave nobody permission to do business with any of these two companies using my name or credit card. I was told that they would put in a request to reopen the investigation. Now we are entering the month of XXXX and I received any kind of letter stating the investigation was reopened. I called back to speak with someone to find out what is the status of my account and I was told that nobody ever submitted a request to reopen your investigation. So I am pretty upset at this point, I spoke to a supervisor and explained all of this to them and requested a call back to confirm my investigation will be reopened. They requested I send additional information so I sent a police report, an affidavit and a statement to them. Sometime at the end of XX/XX/XXXX someone reached out to me and informed me that they are going to reopen my investigation for the remainder of the charges. I specifically confirmed with the woman on the phone that they were going to include all transactions from these two merchants in the investigation associated with this account since they claim I've done business with them in the past. I was told yes sir will investigate everything for you. On XX/XX/XXXX I received a letter stating that they have completed their investigation and that they have re-issued the credits to my account that were reversed on XX/XX/XXXX and that they consider this investigation completed and closed. At the end of the year I started receiving credit alerts from XXXX XXXX and the reports were saying that I have multiple payments that were late, a balance of {$1300.00} and that my account has been closed and charged off. I don't understand this because based on the letters I received this account should have a {$0.00} balance and should be in good standing. I contacted XXXX XXXX  on XX/XX/XXXX, spoke with XXXX from the security department. She said that it should be a {$0.00} balance according to the notes and information that she is seeing. She stated that she will send this account up to her managers so that they can update the account properly on my credit reports. I called back on XX/XX/XXXX after not seeing my credit reports updated. I spoke to XXXX a fraud department supervisor and she sent me information for review to her managers so that my credit report and account can be updated correctly. She also requested someone to call me back to discuss this matter. On XX/XX/XXXX I spoke to XXXX in the security department and faxed a copy of my credit report to their credit bureau XXXXnteraction team along with a statement of everything that happened. On XX/XX/XXXX I spoke with XXXX a fraud protection specialist and he requested my investigation from XXXX be reopened. I received a letter on XX/XX/XXXX stating that they initiated an investigation, looked into my claim and determined that there was no fraudulent use of this account. I demanded a manager call me back to discuss this account and on XX/XX/XXXX I received a phone call from XXXX from the fraud team and she explained what happened with my account. She said that all transactions that were part of the original investigation were credited but the additional transactions from XXXX XXXX XXXX  were that should've been investigated as fraud should have been investigation so now they need to investigate those transactions and so she put in a request for copies of my statements to be sent to me since my account was now closed. On XX/XX/XXXX I received a letter from a collections agency called XXXX XXXX XXXX attempting to collect {$1300.00} on behalf of XXXX XXXX. I finally received the statements on XX/XX/XXXX, Highlighted those transactions in question and contacted XXXX XXXX  to reopen the investigation. I called that same day and spoke with XXXX ID # XXXX from the fraud security department and he put in the request to have my investigation reopened. I received a letter on XX/XX/XXXX stating that they have opened an investigation and listed the transactions and amounts of the transactions. I receive a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account. I contacted them immediately to find out what is going on. I spoke to someone in the security department about the investigation and they gave the same answer that they gave to me in XX/XX/XXXX that the merchant in question said that I have done business with them before and this is an outright lie and I have already given them proof in the form of a statement, an affidavit, a police report and the lost and stolen report of my credit card and drivers license. This should be more than enough evidence considering they've already credited a transaction from this merchant already at the end of XX/XX/XXXX. I explained all of this and requested this be reviewed again. With this pandemic going on I heard no responses by mail or phone from this company. I was finally able to get through to them on XX/XX/XXXX, as I spoke to XXXX about the status of this investigation and she informed me that the request was submitted on XX/XX/XXXX, was reopened on XX/XX/XXXX and they started to work on it on XX/XX/XXXX. I received a letter on XX/XX/XXXX stating that they completed their investigation, looked into my claim and determined that there was no fraudulent use of this account.So by this time whoever is reading this I hope you are as frustrated as I am with this company and how they do business. I apologize for this long letter but I had to get my point across and show you how ridiculous this whole process has been and now we are well over a year later. So needless to say I contacted XXXX XXXX   on XX/XX/XXXX and for the third time since XXXX of XXXX spoke to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole thing is unprofessional and wasn't handled properly from the beginning. He looked into what happened with this last investigation and it looks like there was a lack of proper communication in the form of the person that filed the request for this account and those transactions to be re-investigated never put in the notes that this merchant is linked to another investigation in which was found in my favor because all the necessary supporting documents were provided in order to complete the original investigation and that all the remaining transactions from XXXX XXXX XXXX were never included in the original investigation as requested so once again another investigation was not reviewed and completed properly. He submitted a request to have the claim reopened as well as having an investigator call me back to discuss this claim and what went wrong and to also discuss having my account reopened, taken out of collections, credited properly and to have any late payments or negative activity removed from my credit report. As you can read I have made many attempts to resolve and correct this account with no end in sight. I have disputed this account many times with all of the credit bureaus and have gotten nowhere during that process as well. This entire process has been frustrating and now its causing me personal problems because I have to explain this mess of a negative account to both my employer and landlord who check my account periodically. This needs to end now so I am reached out to you for help. Thanks for reading this extremely long letter and I hope we can resolve this matter ASAP.","date_sent_to_company":"2020-07-01T20:12:08.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"02149","tags":null,"has_narrative":true,"complaint_id":"3725206","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-07-01T20:12:03.000Z","state":"MA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["So needless to say I contacted XXXX XXXX   on XX/XX/XXXX and for the third time since XXXX of XXXX <em>spoke</em> to XXXX from the security department. I explained everything to him from start to finish and I think he remembered me because he thinks that this whole <em>thing</em> is unprofessional and wasn't handled properly from the beginning."]},"sort":[10.725105,"3725206"]},{"_index":"complaint-public-v1","_id":"4559253","_score":10.610407,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This complaint is in regard to my 6 month series of errors with PNC Bank. I made a deposit into my checking account in XX/XX/XXXX that included three checks and one money order. My accounts are linked so I generally deposit everything electronically. This time I deposited these items using my ATM card. The amount of the checks and the money order were subsequently deducted from my account. The checks were returned to me to be redeposited into my business account because they were written to my business name. I took the returned checks ( certified copies ) to the bank and deposited them into the appropriate account. The money order however was never returned. I notified the bank that the money order was not received and was told that they would resubmit the request through their ATM department. It has been nearly 180 days and I have not received the money order or certified copy. The amount has never been credited back into my account. The bank has acknowledged receipt of the money order and has not been forthright in returning it to me for redeposit into my business account. The matter of returning the money order or a copy has taken me on a frustrating journey into misinformation and mis-alignment within the banks systems, ineffective processes, mis-communication and a failure of oversight. \nI have contacted the bank and have been told over and over that they would return the certified copy, they have not. Now I have been told that I have to contact the company who issued the money order. Since I no longer have the money order ( it was deposited with the bank ) it is an insult to suggest that I contact a company that I have no relationship with over a document that is being held by the bank that I have had a relationship with for nearly 30 years. The bank is the last holder of the money order. I received the money order as payment for a service. The bank received the money order, processed it and subsequently deducted the amount from my account. The representatives of the bank have been inconsistent in both their promises to rectify the situation as well as their processes for contacting me. Unfortunately I trusted that they would eventually do the right thing by simply sending me a copy of the money order so I did not keep track of the many conversations. I guess I had become so accustomed to their lack of organization that I expected it to be resolved albeit- eventually. \nI have listed some of the dates that I contacted the bank beginning with the end. \nXXXX I called the XXXX XXXXXXXX XXXX- Was given this final determination. Contact the issuer of the money order. \nXXXXXXXX XXXX XXXX XXXX- Advised that she would contact me by XX/XX/XXXX she did not. \nXXXX XXXX XXXX XXXX Two agents who took the information and promised to contact the branch and work with them to resolve. \nXXXX XXXX # 2 ( older woman ) Notified me that the case had been closed. She re-opened the complaint, someone had closed it without resolution nor notifying me. \nXX/XX/XXXX XXXX # 1 Promised to contact the branch and the ATM department XXXX - was given a number that did not work on a letter dated XX/XX/XXXX Visited the branch in XXXX, XXXX, XXXX Spoke with lady who attempted to fix it with the ATM department. She was given the wrong information and wound up wasting an hour of my day while she chased departments on the phone. \nWas told that they would contact the ATM department Manager ( Young Man ) I will take care of it and get the copy to you tomorrow. \nI communicated with the bank several times in good faith and did not keep track of dates or times. Was told that they would handle it and get back to me. Several things happened that were irregular. They repeatedly used the wrong telephone number, in spite of me giving them my contact number ad nauseum. This happened over and over. Incidentally, my correct number was used several times to verify my account. \n\nThe bank has been negligent in its handling of this matter. The money order is for {$180.00} for services provided in XX/XX/XXXX. It is blatantly clear that the bank has the ability to print a certified copy of the money order and to own their mistake, their fumbling of this is unconscionable.","date_sent_to_company":"2021-07-20T22:05:37.000Z","issue":"Lost or stolen money order","sub_product":"Money order","zip_code":"45342","tags":null,"has_narrative":true,"complaint_id":"4559253","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2021-07-20T19:58:10.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XXXX XXXX # 2 ( older <em>woman</em> ) Notified me that the case had been closed. She re-opened the complaint, someone had closed it without resolution nor notifying me. \nXX/XX/XXXX XXXX # 1 Promised to contact the branch and the ATM department XXXX - was given a number that did not work on a letter dated XX/XX/XXXX Visited the branch in XXXX, XXXX, XXXX <em>Spoke</em> with lady who attempted to fix it with the ATM department."]},"sort":[10.610407,"4559253"]},{"_index":"complaint-public-v1","_id":"3269300","_score":10.544348,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I will attempt to make a very long story short. To begin, it is important to know that I am in the process of qualifying for a loan. My loan officer was able to successfully pull my credit information from XXXX and XXXX ( no problems at all ), but was unable to get this information from Equifax. They advised me to call and provide them with my information so they can verify my identity or, at the very least, get additional information as to why my information can not be accessed by my loan officer. I call in around late XXXX and the woman I spoke to states that they can not find a profile with the information I have provided. Very odd, as I know that I have provided her with all my correct information ( Full Name, Social Security Number, Address, etc. ). She advised that I send in a cover letter that includes my full name, address, phone number, and essentially an explanation/summary as to why I was sending this information in. She also advised I send in a copy of my ID and of my Social Security Card to Equifax at XXXX XXXX XXXX XXXX GA XXXX or fax it to XXXX. My loan application was put on hold and a few months went by. On XX/XX/2019, I faxed in and mailed the aforementioned information to resolve this issue. I then called XXXX about a week later and the woman on the line asked for all of my information and confirmed she can not find a file with my information. I told her that this was exactly why I was calling and was hoping to confirm that the information I submitted via fax and mail was received. She stated they did not have these documents on file as of yet, could not give me additional information, and to wait until I receive a confirmation letter in the mail. She stated this letter could take up to a month to reach me. I was not happy about the time frame she gave me but understood that there was a process they need to follow ( hopefully to protect my information ). I waited. And waited. Nothing came in the mail. On XX/XX/2019, I called in to Equifax again to check on the status of my \" dispute. '' I was essentially told by XXXX that they they have still not received my information ( as it has not been uploaded to my account ) and to send it in again. I asked if it typically takes this long to process the fax/mail and to upload it to my account. He stated that faxes are typically processes in 3-5 business days and mailed in information may  take up to 30 days to be processed and uploaded. This made me think that they never received my information or lost it since it had been a month since I sent this information in. XXXX then stated that I should contact my bank to confirm that they have my information correctly. Essentially, he said that my bank may not be reporting my credit information to Equifax. I told him this is unlikely because the other two credit bureaus have their information on file, but told him I would call to make sure and send in my information again. I confirmed that I need to send it in to XXXX XXXX XXXX XXXX GA XXXX and fax it to XXXX ; he stated that was correct. \nOn XX/XX/2019, I called my local bank, spoke with XXXX ( who was very kind and helpful ), and she confirmed that they report credit cards to all three bureaus. She suggested I call the number on my credit card in order to confirm that my bank has my information correctly listed. I did so, explained the situation to a woman named XXXX, and was transferred to my bank 's credit bureau team. It was here that I spoke to XXXX ( also very helpful ), who also confirmed that they report credit information to all 3 bureaus on a monthly basis. XXXX also verified my name, address, date of birth, and social security number ; I confirmed that all of this information is correct on their end. XXXX offered to send my information to her maintenance team, who will reach out to Equifax on my behalf and hopefully get additional information from them/resolve the issue. \nOn XX/XX/2019, XXXX called me and left a voicemail requesting I call her back as soon as possible. When I did so, I was connected with XXXX who stated XXXX was on another call but had made detailed notes on my account regarding Equifax. Essentially, XXXX told me that Equifax has a different name associated with my social security number. I asked if it could be a variant of my name, but XXXX stated that variants are typically resolved quickly so this may be a completely different name ; they told her to have me send in my social security information and ID once again. Okay, so now I'm thinking that Equifax has a completely different person associated with my Social Security number. Obviously that is very concerning. \nAfter this call from my bank, I fax and mail an updated cover letter, my social security card, my passport, and the receipt of my previous fax on XXXX to Equifax. \nI called Equifax again on this date to let them know that I had done so and to let them know what my bank had told me. I spoke with XXXX, who told me to wait 30 days to receive confirmation response in mail. I told her that I had also sent this information on XXXX and asked her to see if that was ever received. She stated it was not uploaded to my account so was never received. I let her know that this does not make me feel confident they will receive my information this time, as it was sent to the same fax and address. XXXX told me to call back in 3-5 business days as this is typically how long it takes to process a fax. I told her I will do that. \nI called back on XX/XX/2019. The person I spoke to stated they did not receive any documents and nothing has been uploaded to my account. I asked to speak to a supervisor and XXXX picked up my call. XXXX stated that it takes 5-7 business days to process a fax ; I let him know that his team members have not given me that time frame, and are therefore giving out incorrect information. He stated there is nothing he can do until they receive my information and suggested I send it in a third time. At this point, I am flustered because I have been given conflicting information and they never received my fax or mail the first time I sent it in. \nI call again on XX/XX/XXXX, and the woman I spoke t stated they have received my information via fax and I should receive a written confirmation in the mail regarding this dispute in a few days. I check my mail and see that I have two \" confirmation '' letter from Equifax. One is dated XX/XX/XXXX and does not have my complete name listed ; this one is six pages long and states that the \" information you disputed has been updated as well as other information on this item. '' Very vague. It then goes on to state that the \" information you disputed has been verified as accurate, however, information unrelated to your dispute has been undated. '' What exactly does that mean? \nThe second confirmation letter is dated for XX/XX/2019. This letter also states the \" information you disputed has been updated as well as other information on this item, '' but goes on to state that my name has been updated. Initially I thought this was great news because they have updated my name in the system to match the information I provided, not some other person 's random information. Unfortunately, I take a closer look at the name they have updated my information to, and realize my last name is misspelled. I have no idea why they have updated my last name to this incorrect spelling, especially since they have my Social Security card and ID with the correct spelling of my name. \nI called Equifax on XX/XX/2019 to ask for clarification and ask them why they updated my name to this random spelling. I never asked for them to update my name ; I had sent in my information so they can confirm my identity and find my credit profile ( to see what information they had incorrectly in their system ). I initially spoke with XXXX, who told me that they are having a system update and to call back in an hour. \nWhen I did, I spoke with XXXX and told him my name has been updated to an incorrect spelling and I have the confirmation number if he needs it. XXXX did not ask for this confirmation number, asked for my information, and then stated he can not proceed with this claim because they do not have enough information to verify my identity. I asked dhow this was possible as I have sent in my information twice and was told it was received, and received not one but two confirmation letters. XXXX stated there is nothing he can do, there are not documents associated with my account, and I need to send it in again. I am very frustrated now and disconnect the call. \nLater, I call in again. There must be some mistake. I am connected with XXXX and immediately ask for a supervisor. She refused so I give her the entire story. I am put on hold and XXXX states the same thing that XXXX did ; they do not have information on file for me and I need to send it in again. I refuse and ask her to look for it again as it has been confirmed as received in the past. I am place on hold and XXXX now states she has found the documents I have been referring to, has me confirm the spelling of my name and does spell back my name incorrectly. This confirms they have updated my name incorrectly. I was placed on hold a third time and XXXX tells me I should wait for the confirmation letter. One again, I reiterate to her that I have received these confirmation letters and they do not make sense ; my name has been updated incorrectly. I ask if there is any other way we can resolve this issue because I am not willing to send in my information again, as I have done so and for some reason they decided to update my name incorrectly. Again, I am put on hold and XXXX states she can't verify my identity by asking verification questions because there is no credit information associated with my profile. I say of course there is not because that profile has an incorrect spelling of my name, and who knew who was associated with my social previously/how it was spelled before. I ask for the supervisor again and am transferred to XXXX again. After giving him the spiel once again, XXXX stated he will place me on hold and try to get a hold of their Office of Consumer Affairs. Once back on the line, he states that office is not open but I simply need to send m information again to get this resolved ; XXXX states I don't need to call in to get this resolved. I let XXXX know that, with all due respect, I do no have confidence it is that simple considering all that has happened. I asked him if he will call them again when they are open on my behalf to get this resolved. He stated he will not. I told him, in that case, I definitely need to keep calling and will call Equifax again tomorrow when that office is open and they can call them on my behalf while I am on the line if they will not do so otherwise to resolve this issue. Then we can talk about sending my information a third time.","date_sent_to_company":"2019-06-09T23:47:52.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"85379","tags":null,"has_narrative":true,"complaint_id":"3269300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-06-09T23:47:49.000Z","state":"AZ","company_public_response":null,"sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["I am very <em>frustrated</em> now and disconnect the call. \nLater, I call in again. There must be some mistake. I am connected with XXXX and immediately ask for a supervisor. She refused so I give her the entire story. I am put on hold and XXXX states the same <em>thing</em> that XXXX did ; they do not have information on file for me and I need to send it in again. I refuse and ask her to look for it again as it has been confirmed as received in the past."]},"sort":[10.544348,"3269300"]},{"_index":"complaint-public-v1","_id":"3537475","_score":10.011616,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX of 2019, shortly before XXXX XXXX, I missed a call as I was on my way to the gym. I listened to the voicemail and returned the call immediately as it was the fraud department from my bank, Navy Federal Credit Union, regarding some suspicious activity. The first thing I noticed was that I had a very difficult time trying to get a hold of someone through the automated system, which had not be the usual case in the past. Once I did get someone on the line, I stated I had received a voicemail regarding some suspicious activity. She began looking up my information and I logged into my account via my app and we went over the transactions that had taken place that were not my doing, only of these had been flagged. The transactions all had taken place in Georgia and Tennessee. She asked if there was any chance that it was me, and I said no, and that I was in XXXX, CA. I also told her I still had my ATM card with me. While she was on the phone I went to check and see if my credit card had been affected as well when I noticed a large amount missing from my savings account. I selected my savings account and noticed that someone had also withdrawn {$9000.00} in cash. I informed the lady on the phone, and she immediately looked into it. She stated someone walked into a branch in Georgia, requested a new Debit card and pin, and then continued to withdraw {$9000.00} in cash from the teller. She said it then appeared as they took then took that same card to make all the suspicious transactions that had been flagged on my checking account. She informed me that they would have to open up two separate claims due to one set of transactions being via Debit card, and the other being performed in person at a branch. She said they would have to wait until the transactions were no longer pending and had cleared. She said they would follow up with me. I did not hear back from them all weekend, so I contacted them the following Monday, XX/XX/2019. I spoke to someone and asked for an update. I spoke to them the next day as well and they said that I would most likely be receiving a temporary credit to my account for the transactions that had been completed via the debit card effecting my checking account, but would not be able to be temporarily credited for the {$9000.00} cash withdrawn due to the difference in investigations. I also learned, after asking them how this could happen, even if they had stolen my information from somewhere else, since Navy Federal has a secret verbal password in order to complete anything. So how did someone know what my verbal password was considering that is not something they can steal from anywhere else, and I was informed that Navy Federal had done away with the need to use the verbal password. I told them, that verbal password could've been the one thing that kept my money safe. I then asked them if they had contacted the authorities in that area where the money was stolen, and I was told that they do not do that, and that if I wanted the authorities contacted, I would have to do it myself. Now, I have never had this happen, so I had unfortunately assumed, that a bank would call the authorities to ensure this doesn't happen at whatever branch it happened in, but I was wrong. So I began my research into what authorities to contact since I reside in XXXX XXXX, CA, the fraud took place in two different states quite far from me, and I didn't know who's jurisdiction this would belong to. A friend of mine that is a police officer in a different city of California, recommended I contact my local sheriff station and speak to them regarding the situation. I went ahead and filed an incident report with XXXX XXXX on XX/XX/XXXX. I let the bank know as well. I continued to keep in contact with the bank asking for updates, and asking if they had figured out how this could've happened, and the staff became ruder and ruder. This was all a very uncomfortable and scary situation from the beginning, and their treatment was very uncaring. I finally received a voicemail in XX/XX/XXXX, stating that my fraud claim for the {$9000.00} claim withdrawal had been denied and deemed my responsibility. I immediately called back and had another rough time trying to track down the woman that had called. Once I was connected to the security/fraud department they verbally told me the same thing. I asked what evidence their decision was based on since I was in XXXX, California when all of the transactions took place. The security lady informed me that due to the fact that the individual used my pin to make the withdrawal that proved that it was me. I verbally disputed this, and informed the lady that I was personally made aware of the fact that someone had walked into that branch shortly before making that withdrawal and was given a new debit card and pin, which is why they had a pin. And that if she looked in the history of it all she would clearly see that. She stated that the decision had been made and that they would not be reopening the claim. She asked if I would like to see the evidence and surveillance that they had proving it was me, and I said yes. She then proceeded to tell me that she would need a subpoena. I was very upset when this happened and told there I wanted to speak to someone else. She told me I could file a dispute on the claim. I called back and asked how I could file a dispute, again, I was treated very poorly and even brought that to their attention. No one would give me the name of the lady that had handled my case, the name if the individual that made the decision on it, or even the file number. They thought I simple wanted to complain about one individual when in reality I was trying to dispute the decision because I had evidence that I was in California the day of the fraudulent activities took place and I needed who to forward everything to. The whole situation was very frustrating and mentally and emotionally draining. On XX/XX/XXXX, I received the denial letter for the {$9000.00} claim as confirmation that it was indeed denied. \nLuckily, on the day the fraud occurred, XX/XX/2019, I was caught on camera in XXXX, CA, on multiple phones due to having a going away luncheon for a colleague at our work office, and I was also caught on my jiu jitsu instructors camera while I was on the phone with the fraud department at the gym. I have contacted an attorney as I feel that my continued pursuits to try to correct this with the security/fraud department will lead nowhere. I do would prefer not to move forth with litigation, but I need my money back! As a new realtor, I am technically self-employed, worked my butt off for that money and still have to pay taxes on all that money that my bank allowed to walk out of the bank branch. It is ludicrous! Where is my protection as a, multiple year, loyal member of that credit union?! It is absurd how easily these people could just walk in and steal my money from my bank IN PERSON. Absolutely makes me afraid to bank ever again! \nThe only individuals that treated me with exceptional care, was the initial lady I spoke to, the one that gave me all the details that took place that day, and the very last gentleman by the name of XXXX, that was trying help me figure out how to get things sent to the right person, and although we didn't exactly find anyone concrete, and he found me a general address, he was so kind to me, that I actually broke down crying because FINALLY someone with some compassion for the true victim. Shame on everyone else!","date_sent_to_company":"2020-02-20T00:15:56.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"92583","tags":null,"has_narrative":true,"complaint_id":"3537475","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2020-02-19T21:59:17.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I immediately called back and had another rough time trying to track down the <em>woman</em> that had called. Once I was connected to the security/fraud department they verbally told me the same <em>thing</em>. I asked what evidence their decision was based on since I was in XXXX, California when all of the transactions took place. The security lady informed me that due to the fact that the individual used my pin to make the withdrawal that proved that it was me."]},"sort":[10.011616,"3537475"]},{"_index":"complaint-public-v1","_id":"3050370","_score":9.832438,"_source":{"product":"Student loan","complaint_what_happened":"On XX/XX/XXXX I requested that 2 of the 6 loans I have be placed in a forbearance. I have been keeping with the payments of these two loans however I reached some financial difficulty and needed to forgo the payment for awhile. I requested a year of Forbearance. Therefore I would not have to pay again until the end XX/XX/XXXX. Somehow the paperwork was done incorrectly and I had to start my payments sooner the documentation said from XX/XX/XXXX to XX/XX/XXXX. When I realized the mistake I called XXXX XXXX and explained that it needed to be for a year, not 6 days. I spoke to someone who said that they would correct it and my General Forbearance would be for the following XX/XX/XXXX. ( XX/XX/XXXX -XX/XX/XXXX ). I said okay, and felt like a weight would be lifted off my shoulder. In XXXX I received a letter stating that my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX. Then on XX/XX/XXXX I received a Bill saying my XXXX XXXX was due on XX/XX/XXXX. I was surprised because I had a forbearance until XX/XX/XXXX. Therefore I called and spoke to a customer service representative and explained the situation. He/She explained there must of been a mistake and see that there is to be a forbearance in place and she would send it back \" to who ever she needed to for their review '' But there forbearance is in place and I should not be receiving bills until it comes due in XX/XX/XXXX. I said okay and that she would have it fixed. I said okay, and felt a weight was lifted off my shoulders, XXXX. On or about XX/XX/XXXX I received a notice that I was late paying my bill that was due on XX/XX/XXXX. I called and spoke to someone and explained I was on a forbearance agreement until XX/XX/XXXX. He/She said that it looks as if someone is trying to make these 2 loans part of a deferment. I stated I don't want them deferred as part of my in school deferment, because I work for the Public Sector and paying on them won't help my PSLF. Please do not have them deferred I would like my Forbearance and This should not affect my credit. He/She said it would not and that they would have it escalated for me not to receive a bill and that I should not receive a notice until it becomes due in XX/XX/XXXX. I said okay and hung up ... In XXXX I received a Forbearance letter stating my Forbearance was approved from XX/XX/XXXX to XX/XX/XXXX, another weight was lifted and I felt good about receiving the letter. Then On XX/XX/XXXX, I received and email/letter stating I was delinquent on my payments with my loans as of XX/XX/XXXX. I called XXXX XXXX AGAIN!!! and spoke to someone this time I ask for a manager and was given a supervisor. I explained that I was on a Forbearance, That I keep receiving bills and that now it says I'm late and that this should not effect my credit because I am on a Forbearance. After some back and forth banter and that person reading my notes as well as seeing the letters they were in agreeing and that I should not be receiving anything because I am on a Forbearance agreement. The supervisor stated that it looks like someone again was trying to put my loans in a deference I explained I did not want them there and the reasons why. The supervisor understood and said they would process my forbearance in expedited fashion and I would not be delinquent.. After explain to the supervisor I felt that this is a harassment tactic, they explained that this isn't it was just someone made an error an it would be corrected. I told her/him thank you and hung up ... Now my working with the supervisor was in XXXX, I received a Forbearance letter stating my forbearance was approved from XX/XX/XXXX - XX/XX/XXXX. And in XX/XX/XXXX I received a bill and delinquency notice and called again and spoke to a supervisor and it was supposed to be worked all out and then in XX/XX/XXXX I received a bill and delinquency notice and talked to a supervisor and in XX/XX/XXXX Again!!! This time in XX/XX/XXXX I am IRATE!!! I feel harassed and feel like XXXX XXXX is trying to keep track of me and make sure my information is updated as I have to verify it every time I call.. Every Month since XX/XX/XXXX I had to call and talk about my financial problems, how I needed this loan in a forbearance, and why and why do I not want an in-school deferment ... By the time I call and talk to someone in XX/XX/XXXX not only am I frustrated and in tears I feel broken ... I have to call XXXX XXXX again, and try to be polite to a person who works for a company where I am constantly harassed every month!!!!!!! But I can not hide my anger even though I try ... I can not give all the details for the conversation in XX/XX/XXXX but it was definitely mixed emotions, I felt as though I could no longer trust anyone who worked there and the supervisors were jokes. I threatened to put in a complaint with CFPB and anyone else who would listen if I could not get this resolved. The woman I spoke with tried to calm me down and said she would do everything in my power to rectify it ... as I said I can not go into full details however she offered me a solace, and give me a General Forbearance that would last until the end of XX/XX/XXXX. While they resolve the matter of my other Forbearance that would end in XX/XX/XXXX, she said it should stop the bills and delinquency notices. She stated it was not my original forbearance that was to start in XX/XX/XXXX, but it would stop the notices until everything was completed. So I received a notice on XX/XX/XXXX of a Forbearance from XX/XX/XXXX to XX/XX/XXXX. I have not called or heard from them. a few weeks ago around the beginning of XX/XX/XXXX I logged on to check on my redetermination of my IDR and to forward my PSLF certification in XX/XX/XXXX. Now Today XX/XX/XXXX. I received a notice that I have a payment due on XX/XX/XXXX. When my original deferment doesn't end until XX/XX/XXXX and my temporary deferment doesn't end on XX/XX/XXXX. And now I am about to make another phone call. as I feel as though this is a violation of the forbearance agreement to ask for payment before the agreement is over. And this is emotional stress with the constant back and forth. I feel as though this a tactic on their part to make sure I know I have to pay and to deter me from every wanting to do a forbearance again ... Even in financial Hardship I can't find solace. The thing about all of this that kills me is that I made my payments once the loan became due and I planned on to continue to pay at the end of the Forbearance agreement.","date_sent_to_company":"2018-10-18T20:01:50.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"08081","tags":null,"has_narrative":true,"complaint_id":"3050370","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"AES/PHEAA","date_received":"2018-10-18T18:40:34.000Z","state":"NJ","company_public_response":null,"sub_issue":"Keep getting calls about your loan"},"highlight":{"complaint_what_happened":["The <em>woman</em> I <em>spoke</em> with tried to calm me down and said she would do everything in my power to rectify it ... as I said I can not go into full details however she offered me a solace, and give me a General Forbearance that would <em>last</em> until the end of XX/XX/XXXX. While they resolve the matter of my other Forbearance that would end in XX/XX/XXXX, she said it should stop the bills and delinquency notices."]},"sort":[9.832438,"3050370"]},{"_index":"complaint-public-v1","_id":"2724809","_score":9.148398,"_source":{"product":"Student loan","complaint_what_happened":"Starting on XXXX XXXX XXXX I began telephonically contacting Fed Loan servicing regarding my application for the XXXX XXXX XXXX XXXX. \n-- I first called to make sure all of my paperwork had uploaded correctly. I was assured that they had received all of my XXXX employment certification forms ( jobs beginning in XXXX ) and that XXXX had already been approved but XXXX of them were still being reviewed : XXXX XXXX and XXXX XXXX which I was employed at from XXXX. I inquired about the amount of qualified payments I had made as my Fed loan account only listed the last couple years of payment history and not the 10 years I had. I had tried to look at my previous loan servicer account but since I had been transferred there were no records left on me. I asked the customer service staff how many payment I showed and she stated that I had XXXX approved payments and the outstanding ones connected to the XXXX employers still being reviewed would have qualified me for the XXXX payments needed for loan forgiveness as soon as they were done completing the review. I reiterated my understanding was that I had XXXX approved payments and the outstanding ones they were still approving would qualify me for loan forgiveness and customer service said clearly XXXX. I was not concerned as both my payments and employment met criteria so I left it alone. I was a little concerned that she laughed and said not to worry about the XXXX XXXX date because \" no one would be approved in that first month ''. \n-- I called back on XXXX/XXXX/XXXX to check the status of the XXXX employment certification forms awaiting approval. I was told the same thing I was told previously and when asked about the amount of payments I would qualify for once the XXXX employers were accepted I was reassured again that the total would qualify me for loan forgiveness and XXXX had already been counted. \n-- I called back on XXXX/XXXX/XXXX as I still had heard nothing nor received any paperwork outside of the original online account messages stating the first XXXX employers had been approved. The customer service staff stated that it was my previous loan servicer XXXX holding up my employers being approved as they held my loans during that timeframe. I asked what I could do to provide them with the information they needed and offered to contact XXXX to ask them to get the records to Fed XXXX. The customer service staff stated that it would help to do that so I hung up and called XXXX who stated that I should speak to a supervisor at XXXX XXXX because that was incorrect information and XXXX XXXX receives all my records when the loan was transferred but they agreed to mail me my loan records which would take around XXXX days. I was feeling distressed around this as I had been told it was the only thing holding up my loan forgiveness which should have been accepted in XXXX. I called back and informed customer service of what XXXX had told me and asked to be transferred to a supervisor. I spoke with a supervisor who stated that the customer service staff had been incorrect and that Fed loan had all of my records but my payments were being reviewed to make sure they met criteria during my employment in XXXX. I said I was confused as to why they would n't because my XXXX based payment was no different and both agencies met employment certification requirements. The supervisor was unable to say why the review was taking so long or what they were looking at specifically and said that she would email her supervisor who should contact me the following day but they technically had 60 days to complete the review which would be XXXX/XXXX/XXXX. I again asked for clarification that I had been approved for XXXX payments and the outstanding ones they were reviewing would qualify me for loan forgiveness. Again I was reassured by the XXXX  XXXX staff supervisor that yes, once these were approved I would qualify for loan forgiveness. She stated that she understood that we were getting close to XXXX when my loans should have been forgiven so she would do what she could but in the meantime I could just defer my loan payments. I stated I would not do that as it would disqualify me and she said \" Yes, that 's true ''. \n-- I called back on XXXX/XXXX/XXXX -- I call to check-in because I never heard from the \" supervisor 's supervisor '' as agreed upon and speak with a woman who starts to claim the original story that it is my previous loan servicer holding things up. When I correct her on this she transfers me to a supervisor. This supervisor becomes hostile quickly and starts making guesses as to what has happened she then laughingly states that she sees the problem and it 's that I do n't have any payments waiting for approval except for around XXXX and this would total XXXX payments. She begins explaining that my loans appear to have qualified for the program in XXXX but then abruptly changed to not qualifying until XXXX but she has no idea why but becomes insistent that I still have several years of payments left so plenty of time to wait for the review. She ca n't explain why several staff including a supervisor had stated that I would have enough qualifying payments as soon as the employers in the middle of my XXXX yrs of payments were approved. She contradicts herself several times and when I continue to question this I am clearly distraught that I went from complete loan forgiveness to XXXX more years of suddenly doubled payments XXXX of this year. She then laughingly says \" I am sorry, I guess I should have started with that ''. I say I ca n't speak to her anymore and hang up. \n-- I call back on XXXX/XXXX/XXXX -- I call again having passed the 60 day mark I was told on several occasions they had to review my case before informing me of the status which would have ended XXXX/XXXX/XXXX. I have received no paperwork since this all started and again the only emails were days after my employment certification forms went in and XXXX were approved almost immediately. The XXXX from XXXX appear to still be in review as I have heard nothing and received nothing via mail or email. I call again only asking to know the status of the last XXXX employers and I am not even bothering with clarifying how many qualifying payments I have as I was devastated to hear the last call that I XXXX suddenly have several years of payments left rather than immediate loan forgiveness as I was originally told. I am told for the third time that it is previous loan servicer holding things up and when I correct her and inform her the 60 days are up she states that they have XXXX weeks from the application to respond then 60 days to approve the employers and if they go in review they have another 120 days to respond. I ask her why none of the other multiple staff including XXXX supervisors have said anything about the additional XXXX weeks before the 60 days and another 120 days if reviewed and she states that it is because those dates are \" fluid ''. I ask for something in writing and in documented information or specifics on their protocol. Customer service reports that she has none and can not explain where those timelines originated from and just states that everyone 's case is different. She also ca n't explain why my case has remained unchanged for over XXXX months or what is actually occurring during a review so she transfers me to a supervisor. The supervisor states that the reason I am told so many different reasons and times for approval of loan forgiveness is because \" each customer service will be open to interpretation '' of my case and denies that there is any written protocol or standard for processing the loan forgiveness forms for the XXXX XXXX XXXX forgiveness program. She says it 's a complicated process that takes time and will vary for each individual. She says that it also depends on how many applications they are processing and how busy they are so that 's why I can not get a straight answer on what is happening or how long it will take. She then states \" well, you got a letter '' and when I say I did not and have received no written information she puts me on hold then comes back and begins talking about something else. She then becomes hostile and tells me that she understands I am frustrated because I have had to call so many times and \" if I keep calling them then I am just going to get more frustrated ''. She began yelling at me and asked to put me on hold and at that point I just said I was done. I told her I would be filing a complaint and she said you do that.","date_sent_to_company":"2017-11-10T05:40:44.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"97217","tags":null,"has_narrative":true,"complaint_id":"2724809","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"AES/PHEAA","date_received":"2017-11-10T04:22:12.000Z","state":"OR","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I was feeling distressed around this as I had been told it was the only <em>thing</em> holding up my loan forgiveness which should have been accepted in XXXX. I called back and informed customer service of what XXXX had told me and asked to be transferred to a supervisor. I <em>spoke</em> with a supervisor who stated that the customer service staff had been incorrect and that Fed loan had all of my records but my payments were being reviewed to make sure they met criteria during my employment in XXXX."]},"sort":[9.148398,"2724809"]},{"_index":"complaint-public-v1","_id":"3185639","_score":8.852156,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/XXXX, The XXXX VA District Courts allowed a judgment for rent ( I moved because of failure to repair and step-son was injured as result ) for XXXX XXXX XXXX, of {$4500.00} against XXXX \" XXXX '', XXXX. However, my name is XXXX \" XXXX '', XXXX. Per the judge in this case, the last name mistake was made by the management company and not myself and therefor he told them there could be no recourse against me. So I let it go and moved on with my life. On XX/XX/XXXX, I received a very low paycheck after working OT, I received a letter from my payroll depart stating, \" We have a garnishment summons to garnish 25 % of your pay ( each week ) until XX/XX/XXXX, from XXXX XXXX XXXX. '' I have absolutely NO letter from any attorney, any credit collection company, not even this summons! I contacted XXXX Courts and was told a Lawyer name XXXX was representing XXXX XXXX XXXX and that there was nothing I could do but to be present in court on XX/XX/XXXX. I live paycheck to paycheck and as a result, I became homeless and am living in a hotel, which I also can not afford now. No one seems to be able to give me any information and what I can do. I have contacted XXXX XXXX and was told that they have my records, however they didn't hire a collection agency nor do they know anything about it. I went to court on XX/XX/XXXX believing I could dispute this and get my {$2500.00} back that had been garnished. I wasn't even granted the right to talk, much less dispute as I'm now told that this was just a hearing for \" XXXX XXXX '' to receive the money garnished and nothing more. I spoke up and stated that I have tried to find out what is supposedly owed, who I speak to about payments, etc. and was told that I had to contact their ( XXXX XXXX 's ) attorney named, XXXX XXXX after the case and she handed me her business card. Which said she worked for XXXX and XXXX in XXXX, VA.The woman was then handed a check from the judge for a little over {$1900.00}, not what was garnished. \n\nAn hour after leaving the courts, I called her office and left a voice mail to please call me in regards. I didn't hear anything back so on Friday, XX/XX/XXXX ; I sent an email to the address on her card. I stated in the email that this was NOT my last name, that I have proof of the amount garnished and its higher than that of the check handed to her ( I attached proof ), I stated that I was willing to make payment arrangements and would like to do so asap until this is resolved. I even told her I was now XXXX. On XX/XX/XXXX and XX/XX/XXXX, I again left a voicemail for her to please call me. No response! On XX/XX/XXXX I received a call from my mother in North Carolina, she tells me that she received a letter in my name but the last name was spelled different, so I asked to her open it. She then reads me this letter from a XXXX XXXX XXXX in XXXX XXXX, VA Dated XX/XX/XXXX, stating that I have a principle judgment for {$6800.00} from XXXX XXXX XXXX, no interest, no attorney fees, nothing else. Obviously I know this is way off and why is there also no credit for the amount garnished? It made no sense. My mom then scanned the letter and sent it to my email so I could print it. Why would a company send a letter addressed to an address in which I haven't lived at in 6 years? This just kept getting stranger. No other letter prior ever went anywhere and they have my employers address and my address as they put that info into the court garnishment.The letter looks fake as its looks like something just typed up and printed. No formal letterhead. The next morning I tried calling their number of the letter. I was placed on hold then hung up on, never speaking to anyone, I tried later, same thing. My fiance even tried, same results. My mother tried contacting XXXX XXXX to find out what was going on and was told I had to come by to give written permission for her to be able to speak to them. My fiance then checks the court records on XX/XX/XXXX, to print out anything in regards to this case and upon doing so sees that on XX/XX/XXXX, they once again filed a garnishment against me with a court date on XX/XX/XXXX. I'm now exhausted and frustrated. I immediately send another email to the attorney ( with proof again ) and tell her I have been tried to contact her to no avail. She again ignores me and I sent an email via their website in hopes that someone would respond. I then received an email from XXXX XXXX XXXX stating, \" You will need to contact XXXX XXXX XXXX in regards to your collection case, please do not send emails to the attorney anymore. '' This was CCed to the attorney too. \n\nMy next day off work was Friday, XX/XX/XXXX and I went to XXXXXXXX  XXXX to speak with the manager there. My fiance accompanied me. We explained to her everything that was going on. She printed out info on my account as she stated they ( XXXX  XXXX ) still had my account and no one else. The print outs didn't even reflect any of this. She then stated that she was alarmed as her management company took over for the original management company ( XXXX XXXX ), months back and they didn't send it off. She was even more alarmed because she received no check for anything regarding my account. So she then sent an email to the attorney, her VP, and XXXX XXXX asking them what was going on, why no money was received by XXXX XXXX if this was a garnishment on their behalf as stated on court records. She said she'd get back to us Monday XX/XX/XXXX ; to date, we have no had a response.I have now been consulting with an attorney and know to send this complaint and others. But I can not live with something like this. I can not make my bills, eat or even afford to drive to any from work. What am I to do? There is obviously something very illegal going on here and it needs to stop.","date_sent_to_company":"2019-04-24T13:08:07.000Z","issue":"Written notification about debt","sub_product":"Other debt","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3185639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Results Unlimited, Inc.","date_received":"2019-03-20T16:34:24.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["I <em>spoke</em> up and stated that I have tried to find out what is supposedly owed, who I speak to about payments, etc. and was told that I had to contact their ( XXXX XXXX 's ) attorney named, XXXX XXXX after the case and she handed me her business card. Which said she worked for XXXX and XXXX in XXXX, VA.The <em>woman</em> was then handed a check from the judge for a little over {$1900.00}, not what was garnished."]},"sort":[8.852156,"3185639"]},{"_index":"complaint-public-v1","_id":"8292983","_score":8.602304,"_source":{"product":"Mortgage","complaint_what_happened":"I purchased my first condo in XX/XX/XXXX. The building has a Mills Act contract, so owners have the benefit of greatly reduced property taxes. My annual property taxes should be close to {$6000.00}, but in actuality, they're closer to {$1500.00} with the tax reduction. But it was explained to me that until property tax bills were issued to me, my loan provider had no way of knowing how much less Id actually be paying. So when I closed, I was required to fund my escrow account with a much higher amount than I would ever really need. But I knew Id eventually get some of it back once the loan provider could see what my bills actually would be. My mortgage broker advised me to contact the loan service company XXXX Rocket Mortgage ) once I received my first property tax bill so they could do an escrow analysis so that I could hopefully get a refund and reduce my future monthly escrow payments. \n\nI received my first tax bill in the beginning of XXXX. Ill note that it seemed a little odd to me that it was addressed to the previous owner, but I didn't think that mattered, as it was a tax bill for XXXX, and it clearly showed the property taxes that were owed. By this point, I knew that my escrow account was scheduled for analysis in XX/XX/XXXX, but I was hoping to speed up the process by a month or XXXX, so I called Rocket Mortgage. The man I spoke to was very helpful. He suggested I upload the bill and then call back in a few days to make sure it had been received. At that point, they could request an escrow analysis. And then life happened and before I knew it, it was XXXX and I hadn't had a chance to call back yet. In that time, I had received another tax bill that was actually in my name, and had the same amounts due. But I didn't think that it would matter, since it was all the same info, minus my name, so I filed the bill away and forgot about it. In that time, Rocket Mortgage had also made my first property tax payment, so they clearly had accurate data on how much I was actually paying. \n\nAt the beginning of XXXX, I finally called Rocket Mortgage back. They confirmed that they had received the property tax bill that Id uploaded and that they would move forward with an escrow analysis. The woman I spoke to, XXXX, estimated that I'd have a refund by the end of the month and reduced monthly escrow payments by XXXX. She mentioned nothing about the property tax bill I sent having the name of the previous owner. \n\nXXXX turned to XXXX, and I had seen no progress on the Rocket Mortgage website regarding my escrow account. On XX/XX/XXXX, I called again to check in and spoke to XXXX. He confirmed that they were still researching my property tax situation, which at this point was a little confusing to me why they had to research. They clearly had my property tax payment info, since they had already made XXXX payment in XXXX. But I didn't question him further on the topic. He also confirmed that my annual analysis was scheduled for XXXX, so it basically was going to coincide with the research that was already happening. He said to give it another week or so. He mentioned nothing about the tax bill I had submitted in XXXX having the name of the previous owner. \n\nOn XX/XX/XXXX, I finally saw that my escrow analysis had been completed. Yay! I was getting a refund... but not as big as I had been expecting And when I started looking at the actual report, I realized that my monthly escrow payments were not changing. And the amount they were estimating I'd pay in property taxes had not changed at all. Now I was really confused. Even if I hadn't uploaded a copy of my property tax bill to them, they had paid my property tax bill in XXXX, so they clearly were getting information directly from my county on how much to pay. And if they had that info, how could they still think that my taxes would still be just shy of {$6000.00}?? \n\nI called Rocket Mortgage that day and talked to XXXX. It was a very confusing conversation. She seemed to be saying that they had no evidence that my taxes would be less, and therefore I had to wait another year for another analysis for things to be figured out. This is when I started to get angry. She was basically telling me that on top of Rocket Mortgage holding onto thousands of dollars of excess money in my escrow account, I would be required to pay hundreds of dollars more per month for another year until Rocket Mortgage could figure it out. This was completely contradictory to everything Id been told before. And it also seemed not legal. From the little that I understand about Escrow accounts, there are laws in place that limit how much can be held in an escrow account. But by the end, it seemed that the issue was that I had submitted the property tax bill with the previous owner 's name. Which, again, confused me because Rocket had already paid my property tax bill in XXXX, so they could already see that my payments were going to be much less than they had been estimating. I told XXXX that I would upload the proper bill with my name that evening. She said she would call me in a day or so to follow up. \n\nIn retrospect, yes, it logically makes sense that I should have not sent in the bill with the previous owner 's name because her taxes wouldn't necessarily correspond to what I would owe. But this is the first property I have purchased, and I'm learning. I don't know everything. And Rocket Mortgage had multiple chances to inform me that they needed the bill with my name. Yet it wasnt until I talked to XXXX, more than XXXX months after I had first initially contacted them, and after the analysis had been completed, that I was told that they didnt have what they needed. \n\nI uploaded the proper bill that evening. It was a holiday weekend, so I called the following Tuesday, XX/XX/XXXX, to confirm that they had received the bill. The man I spoke to, XXXX, said they had received it. I missed a call from XXXX the next day XX/XX/XXXX. She left a message saying that she had an update and if I called back, anyone I talked to would have the update. I called and spoke to XXXX. He could find no record of a note from XXXX about an update. He said hed get in touch with her and give me a call back. He called me the next day, XX/XX/XXXX. He said that the update was simply that they had received the property tax bill. All looked good. And they were moving forward with an additional escrow analysis. I asked him what the timeframe would be for the process. He said it would take XXXX business days, so Id probably hear back the following week. \n\nI didnt hear anything the entire following week, and on XX/XX/XXXX, I received an email saying that my loan was being transferred to XXXX XXXX  XXXX I called Rocket Mortgage the following Monday for an update and spoke with XXXX. I was hoping he would say that everything would be figured out before the loan was transferred. But instead, he basically told me that Id have to deal with it with XXXX. He reiterated that an analysis would take XXXX business days, so even if they started the analysis today it wouldnt get done in time. So, apparently, despite XXXX different people telling me the analysis had started, it had in fact not been started at all. And now I was stuck having to start the whole process over again with a new loan servicer. \n\nI fully understand that I did not provide the correct document in the beginning, but Rocket  Mortgage had many chances to inform me that they needed a different document. And furthermore, I am still very confused about how Rocket Mortgage can still think my property taxes would be close to {$6000.00} for the year when the last payment they made for me in XX/XX/XXXX was around {$750.00}. Something that should have taken weeks has now dragged out into months. In the meantime, Rocket Mortgage has been holding onto an excess amount of money in my escrow account. And Ive had to pay hundreds of dollars more for XXXX, and now probably XXXX too since I dont have high hopes that XXXX will be any quicker in figuring this all out. This has been a very frustrating experience. And of course Rocket Mortgage doesnt have to deal with it anymore since my loan has been transferred. So I figured the only thing I could do at this point is write up this complaint.","date_sent_to_company":"2024-02-07T01:56:27.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"900XX","tags":null,"has_narrative":true,"complaint_id":"8292983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2024-02-07T01:39:28.000Z","state":"CA","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["This has been a very <em>frustrating</em> experience. And of course Rocket Mortgage doesnt have to deal with it anymore since my loan has been transferred. So I figured the only <em>thing</em> I could do at this point is write up this complaint."]},"sort":[8.602304,"8292983"]},{"_index":"complaint-public-v1","_id":"5929780","_score":8.477589,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/XXXX fraud was detected on my credit card with BJs commenity Bank. They closed my card and mailed out a new card. \n\nImmediately after that Commenity had a company wide system update that locked people out of their account. Mine along with many others accounts were still affected including mine and my mom 's. I called back 2 weeks later when my card never arrived and at that time their wait time to talk to customer service was at minimum an hour due to the amount of accounts affected by their faulty system update. \n\nThe lady I spoke to told me to try back on Monday if the card doesn't show up before she sends another one out. So I waited until Monday and the card never came. But because I work and I'm busy and can not sit for 1.5 hours waiting to talk to a customer representative, I waited for a week or a week and a half and called back. The woman I spoke to set out the send me another card. She also was trying to work on my account because I expressed that there was a minimum payment due and I could not get into my account due to my card being canceled from the fraud and I can not get into their easy pay without the new account number from the card I didn't receive. She asked me to be patient and that she will work on the account and call me back. I never receive the card nor did she call me back. They assured me that they wouldn't charge the people that had their accounts affected with late fees etc due to it being out of our control and me specifically in my situation with the fraud and not having th card and not being able to get into anything to make any payments. I expressed I needed to get into my account or.make a payment but they couldn't take a payment from me at that time. \n\nI waited a couple weeks for the card but that one didn't come either, However, I got an email from commenity that my minimum balance was due XX/XX/XXXX do.i thought, let me check my account to see if I can get in. I was able to for the first time on XX/XX/XXXX get into my account. I was locked out since XX/XX/XXXX. I noticed there was a interest charge and late fee. Two fees they said would not be charged since it was their issue with the system update that made it impossible to get into the wind and the fact that I had a special circumstance with the fraud and not having my card and couldn't use XXXX XXXX and when I called them 3 times now at this point they they couldn't take a payment. \n\nAfter I got the email, noticed the charges, I called commenity to ask them why I'm being charged when over and over I was assured that I would not be since this was completely out of my hands. I had zero history with this account of even once being late or keeping a balance for over 2 weeks. Not one did I incur an interest charge. The man I some to said he was going to take care of it. He asked me to make a payment of minimum XXXX dollar and some change and I did. I soon after paid my entire balance except for the XXXX of late fee ad interest charge. He sent me to another representative to fix the issue of my card but arriving and sending me out a new one. That man came back telling me to call back tomorrow because there was an issue with my account and that another person would help me. \n\nI couldn't call back tomorrow because I don't have an hour to sit on hold waiting for customer service so I called a week later when I had the time to spare. I had to explain again the situation and that I have some fees that incurred during their system update, my card is still closed from fraud back in XXXX, I never received the card, I need a new card sent, but can they help me figure out what's going on? He had no answers except that he could not get into my account and to call back later. I was frustrated at this point because I felt like a ping pong ball no one willing to help, sending me to the next person. I expressed that my concern was that I was being pushed from person to person and there has to be someone who knew what to do, a supervisor or something because this has gone on for over a month and I see no end in sight. Can not use my card, I have fees I didn't incur, now they can't get into my account and that isn't being resolved. Nevertheless, I called back a week later, leading to today. \n\nI called in again, asked for a supervisor when the guy tried to do the same thing and the one last week. I can not get into your account, I'm so sorry, call back. I insisted he send me to someone who could help. I was transferred by that man told me he couldn't get into my account either, he listened to me when I told him the story from the day of the fraud and the system update and all the call backs I made and etc. He then accused me of lying to him, talked over me, gaslit me to try to make me the person in the wrong when I did everything I could have done. He didn't offer any solutions. He didn't give me any assistance but then hung up on me. \n\nI want to close this account after the way they run their business. I want my fees to justifiably be removed as they were not incurred by me but by their system not working. But I also just want to put the complaint in about the way they handled this. I got this card to improve my credit so I can get a habitat house and save money on groceries and gas for BJ 's. I had the intent to use it properly and have been doing so. They had some crazy long system update that messed up people 's account and they couldn't solve the issue in a timely manner, asked for patience from me, which I gave plenty of and when I insisted someone help me instead of passing me off again and again and again ... I was called a liar and gas lit. This is a bank and they do business with BJS. I have requested to cancel my account but it falls on deaf ears. I don't know what else to do.","date_sent_to_company":"2022-08-30T15:01:26.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"337XX","tags":null,"has_narrative":true,"complaint_id":"5929780","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2022-08-30T14:07:12.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["The lady I <em>spoke</em> to told me to try back on Monday if the card doesn't show up before she sends another one out. So I waited until Monday and the card never came. But because I work and I'm busy and can not sit for 1.5 hours waiting to talk to a customer representative, I waited for a week or a week and a half and called back. The <em>woman</em> I <em>spoke</em> to set out the send me another card."]},"sort":[8.477589,"5929780"]},{"_index":"complaint-public-v1","_id":"3472189","_score":8.290392,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/2019 I began the online process to open a checking account with USAA. The system did not have a way for me to state that my husband, a XXXX XXXX had died. His XXXX XXXX is what I believed would qualify me to open the account. I stopped the online process and called USAA. I told the Rep what I wanted, told him my husband was deceased and asked if I could still open the account. He assured me that I did qualify and he proceeded to assist with opening the account. The last step he took - with my permission - was to extract {$2500.00} from the bank I had at the time and charged me the {$25.00} wire fee to do so. He told me the account was now active and that I could begin using it immediately. I believe this was the last Friday of the month of XXXX. Over the weekend, I received by email from USAA documents that federal law requires be signed by me. The USAA instructions stated I could e-sign them. I tried but the e-sign link never worked. In between packing to go on an extended trip to XXXX I kept trying the e-signature link, thinking the problem was that the account was new and that it was just a \" slow computer '' issue. Finally, I decided to call USAA for assistance. My intention was to go to my to account open up the documents, call USAA to get help with the e-signature link. When I tried to log into my account an error message told me my account was restricted to call USAA for assistance. I did immediately and eventually a woman in their Security Dept. very curtly advised that USAA has chosen to no longer conduct business with me or some script to that effect ... that has made me feel like I am a criminal of sorts ... and Rep refused to give me a reason for that decision. I called back and was transferred around to eight ( 8 ) different people, not one of whom could tell me what the problem was, just continued to make me feel as if I had committed an unknown illegal act. The ninth ( 9th ) person I spoke with in Security kindly advised me that the problem was I had not submitted my I.D . when I opened the account. I informed her that the man that helped me open the account NEVER ONCE asked for my identification. She kindly assisted me how to submit my I.D . electronically, however it was continually refused for one reason or another. Finally on XX/XX/XXXX my electronically submitted identification was finally accepted, however I remained locked out of the account. Countless phone calls to USAA only netted me the same run around in the same loop of non-assistance. Each call I was told by their Security Staff that they could not determine the reason for the restriction on my account so that Rep was escalating my call that I will receive a call from the appropriate department within no more than 2-3 business days ... to date, I have NEVER received a call. I was out of the country for an extended period of time, yet I still made several international calls to get this resolved by having my money returned to me and that account closed, yet no one has been able to assist me. Three ( 3 ) times I have sent emails to CEO XXXX XXXX, Chief Risk Officer XXXX XXXX, Customer Service Supervisor XXXX XXXX and CP Sales/Service ( manager? ) XXXX XXXX. Even though on the first email I had inadvertently submitted the incorrect member number still XXXX XXXX from Member Advocacy USAA Enterprise Financial Crimes Management sent me an email XX/XX/19 stating he had tried but was unable to reach me to call him and he gave the number and his extension. I began calling him the same day and each time left messages. I did not call XXXX XXXX, but each subsequent call thereafter I left messages ... specifically stating that since my Caller I.D . did not register a call from USAA I likely treated the call as a telemarketer and blocked the number. I pleaded with him to send me an email advising a day and time when he will be in his office and I will certainly call him at that time to get my money returned to me. Since his initial email, I have never heard another word from XXXX XXXX. Two ( 2 ) more times I have resubmitted my emails to the 4 USAA officials with my corrected member number and new cell phone number on them ... I have never heard anything back. I submitted a question to the XXXX community seeking suggestions on how to handle this problem and immediately the Help Desk for USAA sent me an email requesting more information. I immediately submitted the same information I have stated here. The reply I received from that Help Desk was that my information was submitted to USAA as a complaint. That was on XX/XX/XXXX ... to date, I have not heard another word. The last conversation I had with USAA Security was that no one in the company can access my account except Security so there is no one else in the company I can speak with because they will not be able to help me, that Security is the only department that can access my account and they can not help me because USAA has chosen to no longer conduct business with me. Additionally, On XX/XX/2019 I received a statement from USAA that shows they closed my account and issued an order for a check of my funds to be sent to me. Since I had not received the check, I called USAA several times with the same results as stated above ... no check, no help. I am a XXXX XXXX XXXX XXXX living on a fixed income. The money rightly belongs to me, it is now six ( 6 ) months since USAA has - in my opinion - illegally held on to my money, refusing to explain to me why and thus far, refusing to return it. If I had done this to their company, they would have all manner of Collection employees harassing me to retrieve what they would say rightly belongs to them. Yet as an innocent consumer, I have not felt like I have any methods to collect my rightfully owned money from USAA ... until by accident, I came across information about CFPB. My feeling is that USAA has stolen my money from me. I have recorded conversations with USAA representatives, each time I have advised them that the call was being recorded. The second to the last conversation I had with them, the Security Rep took me off of hold stating that she had found someone who could help me and the person was on the line. At that point I told them that I was recording the call and whether intentionally or accidentally I do not know, but one of them immediately disconnected the call and no one tried to call me back, so I called back and that is when I was told, no one at USAA will be able to help me. During my XX/XX/2019 conversation with a USAA Security Rep, I was told first one thing then another ... finally he put me on hold for a very long time came back stating that Property & Casualty had put a restriction on the check to be issued to me ... he supposedly tried to get them on the line to explain their reasoning to me, but he came back saying they were not able to take my call or something, then he said that it was because of the Auto department or something ... the more he spoke the more it sounded as if he was just making up things as he went along in his effort to get me off of the line. I informed him that I have never had an account or dealing with their Property & Casualty or their Auto departments. He then admitted that he wasn't sure if those departments were the problem. I never received an escalation call from that conversation either. I also believe that the representatives put me on hold for sometime upward of nearly an hour hoping that I would get tired, frustrated and disconnect the call ... I never once did so, I stayed on hold until they eventually came back on the line. Once again, I will be leaving the country for an extended period of time, but I will be reachable by email. I will GREATLY appreciate your help in recovering my money to me. Thank you","date_sent_to_company":"2019-12-19T05:46:20.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"291XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3472189","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-12-19T00:02:12.000Z","state":"SC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["During my XX/XX/2019 conversation with a USAA Security Rep, I was told first one <em>thing</em> then another ... finally he put me on hold for a very long time came back stating that Property & Casualty had put a restriction on the check to be issued to me ... he supposedly tried to get them on the line to explain their reasoning to me, but he came back saying they were not able to take my call or something, then he said that it was because of the Auto department or something ... the more he <em>spoke</em> the more"]},"sort":[8.290392,"3472189"]},{"_index":"complaint-public-v1","_id":"9864817","_score":7.643364,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"Thank you for offering your services. Normally, I would not go this far protecting myself against bad financial practices. However, my experience with SchoolsFirst has been the worst banking/credit or credit union experience of my life. I want to detail everything that happened in excruciating detail because SchoolsFirst offers no leniency towards individual consumers and exist only to protect themselves from any culpability. I will start by saying that it is through SchoolsFirst poorly-trained or mix-trained customer service representative in person, on chat, and on the phone the led to a series of miscommunications as well as a poorly designed UI that all came together to contribute to my late payment. Therefore, I feel a compromise is in order regarding the reporting a late payment to credit bureaus. SchoolsFirst, to this day, has refused to accept any culpability at all, and has only been unhelpful, passive aggressive, uncaring, and completely unsympathetic to my issues. All of this over a $ XXXX loan payment for a {$1000.00} loan seems excessive on their end. I've had no credit issues in my entire credit history and have never had a late payment except in this loan from this institution. This says more about the institution than it does about me, and is NOT reflexive of my creditworthiness. Because of this, I have suffered a XXXX point hit to my credit score and have been refused much-needed credit lines for my business and for pushing forward life with my fledging family. \n\nA compromised result in SchoolsFirst providing a goodwill deletion of reporting my {$1000.00} loan installment account to credit bureaus. This is well within their right to do so. If it was not, they would not repeatedly ask me to send in disputes for them to assess their own culpability and offer me fair and just restitution in the form of a non-reporting to credit bureaus. \n\nI'll start at the beginning. I was a XXXX  at a high school in XXXX XXXX. A SchoolsFirst representative came to solicit us at a teacher meeting. They offered me an account and access to a {$1000.00} school supplies loan with 0 % interest. The representative was slightly aggressive, but this is normal for this type of solicitation. At the time, I had no cash money for school supplies and this seemed like a very good deal and I was desperate. I went to their XXXX office ( which is now permanently closed, btw ) and opened an account and applied for the loan. The system there was rather easy -- However, I was dismayed to learn by a team member there -- it was a woman whose name started with XXXX  is all I remember -- that, there was no way to do automatic payments from an external account and I would have to transfer money each time to my checking account which then could be used to pay off the loan. These transfers would take up to 3 business days and were not automatic. Whether this was true at the time or not, this is what I was told. If SchoolsFirst claims \" we had the system for autopay during that time, '' that might be true, but it was not advertised to me and it was not readily or apparently available on the website, which was laden with glitches and poor design. Similarly, another customer was also was told this exact same thing, and had identical issues with the website, as evidenced here :. The lack of ability to do auto-payments, unfortunately, was only revealed to me AFTER the loan was approved. This, was already a problem but I went with it and had them open my account with some funds to pay for the initial monthly payments. Nonetheless, I made payments via this poorly devised system of wiring/sending money to the account, from which I had to pay the loan from. Here is a breakdown of the payment scheme SchoolsFirsXXXX is reporting. As anyone can see, the \" amount due '' makes little sense with regard to my payments. I've also noticed SchoolsFirst has made several other mistakes in reporting -- including once claiming I was 30 days late on a XXXX payment which they quickly redressed. I am not aware of the history of reporting before this but I would not trust it. I later learned that the loan amount was changing because SchoolsFirsXXXX was quietly adding late fees to the loan balance. Since i had a specific method of transferring payment, I couldn't understand at first why, as my payments were being scheduled on time. I either called or went in person to a branch ( I cant now remember which preceded which ) and asked about the late fees. It was then i was told that actually I COULD set up auto-payments from an external account but would either need to call back or call to another number to help get it set up. My first encounter with a customer service rep acted like it was once again impossible to get auto-payment set up on an external account, while another said it was possible and asked me to visit a local branch to help get it set up. \n\nSome time in the next month, I had to leave the country for an emergency. However, as an auto-payment from an external account was set up, I assumed I did not need to worry about my payment for that month. Additionally, I was told my late fees that were waived would be reflected in my balance ( as would be the normal thing to do ), so I knew I should be okay for that payment. This was the only mistake I made. In assuming I did not need to worry about the payment. When I came back to the country, I discovered I was short for the payment of that month. The payment was still being made to my spending account and not to an automated external payee. In short, I was late more than 30 days. I quickly redressed the issue by paying for the month missed and another month ahead of time. To my dismay, the 30 day late notice was reported to credit bureaus. I was shocked, as a customer agent once told me that SchoolsFirst cares about their members and gives leeway in situations like this. They did not. \n\nI had initially asked to dispute by phone and was sent a secure message for a for the send by mail. I did this. Nearly 30 days passed and I received no notice of them receiving the dispute. Frustrated, I made a post on social media saying how horrible my experience with SchoolsFirst was and I was immediately direct-messaged by someone asking to redress the issue. Unbelievably, they had magically found my mailed dispute just then and sent it for processing. I find this immensely suspicious, and I think it is fair to say that my dispute was ignored until I had given SchoolsFirst bad press on social media. This is highly inappropriate for a credit union. \n\nSeveral more weeks passed and I heard nothing about my dispute. I went to third-party dispute services XXXX, XXXX, XXXX XXXX , etc. I received no human response to anything, only boilerplates. I finally received notice, only after filing these disputes of my mailed dispute after calling it. It was another boilerplate about FCRA reporting. It is odd why I was asked to send in this dispute with details if I would only receive notice about FCRA reporting qualifications. Incidentally, a fellow SchoolsFirst member informs me that they did receive a goodwill adjustment from SchoolsFirst in XXXX after a late payment on his home loan. There is little reason why SchoolsFirst would be so selective on their willingness to do this. It would seem heavily inappropriate. There are also no mitigating circumstances, to my knowledge, of this goodwill deletion. Why selectively enforce their alleged FCRA obligations? \n\nUltimately, I only ever received human feedback after sending an email to CEO XXXX XXXX, where I was redirected to XXXX XXXX, VP of Member Experience. XXXX only spoke in boilerplates as well, and by the last email, ignoring nearly everything I had mentioned, told me I was wasting time and resources away from SchoolsFirst. Imagine the gall of telling a member that them fighting for their creditworthiness because of numerous mistakes and incompetencies from a corporate business was a waste of their time. This was the last straw for me and why I am filing this consumer dispute. \n\nIn Summary : Numerous different consumer service agents and representative miscommunicated, or erroneously handled my auto-payment tech services Several customer service agents misrepresented how late fees are waived, leading to a miscommunication on amount owed False reporting to credit bureaus SchoolsFirst claims 60 days late ( untrue ) to XXXX and erroneously reported a XXXX late payment as well ( since redressed ) Unhelpful, alienating member experience help pretending to file disputes when ignoring them, only offering boilerplates, rude insinuations wasting their time. \n\nAdditionally, I have ample evidence that I am not a unique case, as a user posted a near IDENTICAL complaint against SchoolsFirst in XXXX of XXXX, almost a year before my complaint. The exact same circumstances ( nearly the exact same ) led to them receiving a late payment reporting as well. Either this is pure serendipity or SchoolsFirsXXXX is culpable and should grant us both goodwill non-reporting of our loan payment. \n\nAs this is a {$1000.00} loan ( a tiny loan in the scheme of things ) and a single missed payment, it is negligible to actually establish creditworthiness and should be treated as such by a credit union that actually cares about its members financial well-being.","date_sent_to_company":"2024-08-20T12:13:45.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Installment loan","zip_code":"91601","tags":null,"has_narrative":true,"complaint_id":"9864817","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SCHOOLSFIRST FEDERAL CREDIT UNION","date_received":"2024-08-20T12:01:04.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["XXXX only <em>spoke</em> in boilerplates as well, and by the <em>last</em> email, ignoring nearly everything I had mentioned, told me I was wasting time and resources away from SchoolsFirst. Imagine the gall of telling a member that them fighting for their creditworthiness because of numerous mistakes and incompetencies from a corporate business was a waste of their time. This was the <em>last</em> straw for me and why I am filing this consumer dispute."]},"sort":[7.643364,"9864817"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":29,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":29}]}},"product":{"doc_count":29,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Student loan","doc_count":6,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":6}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":5}]}},{"key":"Mortgage","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home 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