{"took":184,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2387353","_score":22.738605,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/2017, I ended my service with XXXX. I paid my final bill and there was a small balance left over for the devices that I had under a payment plan.I remained in consistent contact with XXXX and the bill for those charges came due on XX/XX/XXXX. On XX/XX/2017 I called to discuss arrangements for the bill. I 'm waiting on my new phone carrier to provide me with the funds to pay XXXX out, but in the meantime I understood that my bill with them was due so I called and asked for a settlement since I do n't even have ownership of the phones anymore. Each representative that I spoke with on that date acted as if they did not understand what i was asking for. On Monday, XX/XX/2017, I received a call from Convergent Outsourcing on behalf of XXXX stating that my account is now in collections. I immediately called XXXX to inquire about why they sent my bill to collections without any warning or notice. My bill just came due at the beginning of the month and they are in violation of Section 806 and 808 of the Fair Debt Collection Practices Act. They had no right to send my account to collections. According to a customer service representative with XXXX, they sent the bill to collections on XX/XX/2017 and can no longer speak to me on my account. It is ironic that ONE day after I called to make arrangements on the account I all of a sudden am being sent to collections. Someone either assumed that I was n't gon na pay or sent to me to collections because I asked for a settlement and I did not ask them to do that. They can ruin my career of this were to go any further. I settled the account yesterday with XXXX XXXX at Convergent Outsourcing. She promised to send me a letter immediately confirming that the account has been paid in full. I have not yet received it and every time I call back I am told a different story. This is a complete nightmare that would have never happened had XXXX not broken the FDCPA when dealing with this account.","date_sent_to_company":"2017-03-16T18:04:25.000Z","issue":"Improper contact or sharing of info","sub_product":"Other (i.e. phone, health club, etc.)","zip_code":"31322","tags":null,"has_narrative":true,"complaint_id":"2387353","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Convergent Resources, Inc.","date_received":"2017-03-14T23:41:04.000Z","state":"GA","company_public_response":null,"sub_issue":"Talked to a third party about my debt"},"highlight":{"complaint_what_happened":["I 'm waiting on my new phone carrier to provide me with the <em>funds</em> to pay <em>XXXX</em> out, but in the <em>meantime</em> I <em>understood</em> that my <em>bill</em> with <em>them</em> was due so I <em>called</em> and asked for a settlement since I do n't even have ownership of the phones anymore. Each representative that I spoke with on that date acted as if they did not understand what i was asking for. On Monday, <em>XX/XX</em>/2017, I received a <em>call</em> from Convergent Outsourcing on behalf of <em>XXXX</em> stating that my account is now in collections."]},"sort":[22.738605,"2387353"]},{"_index":"complaint-public-v1","_id":"15604144","_score":16.055374,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, I was the victim of a job scam. I deposited a fraud check that I understood to be a valid check. Then I was told to purchase home office equipment with this money by sending money to a certain employee via XX/XX/XXXX. It all seemed extremely legal at this time. I then started to suspect the contacts were not genuine. This job was offered as a work from home job. Later in the day, I called the company I applied for and they began to tell me they were aware of people using their company name for fraudulent activities. I then tried to contact the HR manager and were unable to contact them. I then blocked them from being above to contact me and called Synovus to report the fraud activity. At this point, I was told that they would have to have some time to verify the fraudulent activity. I had to close my checking account that I had for over 40 years. I retired from XXXX of 31 years so I had an employee checking account. At this point my checking account had been debited for the fraud amounts which caused my account to become overdrawn. I visited a branch prior to knowing my account was now in a negative status. I was going to open a new Checking account and move my funds To the new account. The young woman helping me was not very friendly and after looking at what happened, began treating me like I was beneath her. She informed me I had to bring the old account to a positive balance before I could open a New checking account So I made a deposit in the amount over the balance If the fraud transactions. I then went to another location to open a new checking account I didnt want to go back to the same person who waited in me earlier. This lady at the other branch proceeded to open a new checking account, a new savings account, a debit card and a XXXX XX/XX/XXXX. She also ordered new checks. \nThis is where everything started going downhill. I was told I couldnt access my money from my new checking account. The banker checked into why and called me back later in the day and let me know they were investigating all of the issues due to fraud. They never actually closed the old account only froze itll monies from being withdrawn and I wasnt allowed to make purchases or write any checks. I never understood why the old account wasnt closed like I requested. No one explained why. It seemed as though the right hand didnt know what the left was doing. Each time I called Synovus, I got different answers to what was going on and what I needed to do going forward. In the meantime, I had no access to any funds AND my social security monies had posted to the old account which is my ONLY means of income. I was told I couldnt have my money and had to wait for any transactions to post. I had to borrow money in order to pay my rent and electric bill. I was being treated like the criminal and not a victim as this time. They then proceeded to inform me they did not want my business any longer and they were going to close everything I had with them. I was beyond devastated and so worried because I had no means of getting my money nor paying my bills. I am XXXX XXXX XXXX and do NOT need this kind of stress. After 2weeks, I was able to get the {$150.00} from my new savings account then eventually was told I could have my social security money but when I went in the branch to pick up the check for this, the computer system was down and could not get my money again. ALSO, my dad loaned me money in the amount of {$1000.00} to help until all of this was straight. THEN was told the check my dad wrote to me was FRAUDULENT! I could Not believe this. I felt like I was in a third world country at this time. Apparently my dads credit union informed Synovus that the phone number on the check wasnt a valid one and the signature didnt look valid! The phone number on the check wasnt an old lan line they had that they had disconnected but they never updated their checks with their cell phone numbers. My dads wife signed the check but shes listed on the account so it was all good even though I was repeatedly being told it was a fraudulent check! I was told they needed to go back and get it all straight and I wont be able to access that money for another month! \nAll I want to do at this point it get MY money and walk away for good. The feeling is totally mutual believe me. I have never in my life been treated like this. EVER. I was living a nightmare. I still havent gotten my money. I hope to go to the branch today to get a check for my social security. Please look into how all this was handled and I do hope someone can learn from my experience and have a much better experience.","date_sent_to_company":"2025-08-29T11:18:12.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"318XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"15604144","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Synovus Bank","date_received":"2025-08-29T10:34:48.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["I had to borrow money in order to pay my rent and electric <em>bill</em>. I was being treated like the criminal and not a victim as this time. They then proceeded to inform me they did not want my business any longer and they were going to close everything I had with <em>them</em>. I was beyond devastated and so worried because I had no means of getting my money nor paying my <em>bills</em>. I am <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> and do NOT need this kind of stress."]},"sort":[16.055374,"15604144"]},{"_index":"complaint-public-v1","_id":"7296497","_score":14.237819,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had a PayPal Mastercard credit card issued through Synchrony Bank that I could no longer afford to pay. I enlisted XXXX XXXX XXXX to help consolidate my credit card debt and work out a payment plan to pay off my credit cards. Everything was fine for years, and I slowly paid off my debt. In a letter dated XX/XX/XXXX, I received a notice that the aforementioned card was paid in full, and it would take up to 45 days for it to be reflected by the credit reporting agencies. \n\nOn XX/XX/XXXX I called XXXX XXXX XXXX to inquire about the status of my account, after noticing withdrawals continued in XXXX, XXXX, and XXXX. They had continued to pay Synchrony Bank after my account was paid in full, and the bank had accepted these payments for my closed account. This had not happened with any of the other credit cards. On that same date, XXXX XXXX XXXX called Synchrony on my behalf to see what was going on. They had received extra payments of {$88.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I was told that Synchrony recognized their mistake, and that I would be receiving a refund from them soon. \n\nMonths passed, and I did not receive anything from Synchrony. In the meantime, I had forgotten about the refund. I called XXXX XXXX XXXX first, and they gave me the Synchrony number to call and how to explain my issue to them. On XX/XX/XXXX I called Synchrony myself for the first time to inquire about it, I told them I had never received anything from them since the paid in full notice a year ago. They apologized and told me they would reissue and resend the check in the amount of {$260.00}. I assume the extra {$2.00} was for interest on my balance. \n\nI was given a 4-6 week timeframe, so I called again on XX/XX/XXXX. I told them I never received anything, they apologized and said they would reissue and resend the check again. On XX/XX/XXXX I called for an update and was told that my account did not show any refund and that I was owed nothing. The representative became argumentative when I questioned why I had been told differently the other times I called. I was basically lied to by the previous representative, who had never issued anything. I asked to speak to manager, I was put on hold for a while, and eventually told to call back tomorrow because they were all busy. \n\nOn XX/XX/XXXX, I called Synchrony again, this time the representative said they could see the refund and that it had been cancelled for some reason but could not say why. They put in an escalation request, and I was able to speak to a supervisor. I was told they would put in a request to reissue the refund check since I had never received it. I called again on XX/XX/XXXX to see if the check had been sent out and was told the request was approved, and I would have to continue waiting for it. After giving the check enough time to arrive, I called on XXXX/XXXX/XXXX, and after a lot of back and forth, I spoke to a supervisor who apologized and said they would reissue and resend the check yet again. \n\nAfter another 6 weeks, on XX/XX/XXXX, I called once more because I had not received any mail from Synchrony. I asked for a manager almost right away this time, and I explained everything I am writing here. I asked every question I could think of as well, and was told the only time a request to reissue the refund had ever gone through was on XX/XX/XXXX, and that it was denied the very next day, on XX/XX/XXXX. This means that almost everyone I spoke to was lying to me when they assured me the refund was being sent out or on its way. On this most recent call, I was also initially told that the check had been received and cashed. When I asked who cashed it, they said \" treasury '', but they could not provide any details or proof of receipt, and eventually backtracked saying they couldn't confirm if I had received anything or if the check was ever cashed, only that the funds were sent to the bank 's \" treasury ''. \n\nAt this point, they sounded very confused by Synchrony 's own internal notes and/or policies. They said the only course of action left was to open a dispute and to wait 2 billing cycles in order to receive a response, which is what I have done. However, I do not feel confident that it will be resolved in my favor at all, especially after being told so many different things by so many different people over and over again. There has to be some accountability for the dishonesty of the representatives I spoke to, and with how Synchrony handles their overpayments. There seems to be no oversight, and from what I understood, the debt now owed to me has been erased without explanation even though I have continuously asked for a refund. I have no way of knowing whether anything was ever actually sent to me at any point, but it does not appear so.","date_sent_to_company":"2023-07-24T21:45:30.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"21202","tags":null,"has_narrative":true,"complaint_id":"7296497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-07-24T19:11:37.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["They had received extra payments of {$88.00} on XX/XX/<em>XXXX</em>, XX/XX/<em>XXXX</em>, and XX/XX/<em>XXXX</em>. I was told that Synchrony recognized their mistake, and that I would be receiving a refund from <em>them</em> soon. \n\nMonths passed, and I did not receive anything from Synchrony. In the <em>meantime</em>, I had forgotten about the refund. I <em>called</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> first, and they gave me the Synchrony number to <em>call</em> and how to explain my issue to <em>them</em>."]},"sort":[14.237819,"7296497"]},{"_index":"complaint-public-v1","_id":"3962381","_score":13.319658,"_source":{"product":"Mortgage","complaint_what_happened":"Fifth Third Bank XXXX XXXX XXXX XXXX, OH XXXX XX/XX/XXXX Re : Account # XXXX To whom it may concern : I am writing to you with regards to the above-mentioned account. As per the attached documents I am seeking your assistance in resolving these late payments that are being reported to the 3 credit bureaus. Prior to this horrific and tragic incident I was and have always been a great customer with on time payments and no blemishes on my credit report. In order to keep and maintain this excellent payment history I make sure that all my credit responsibilities are setup on automatic payments. \n\nIn XX/XX/XXXX, my world and credit came to a screeching halt due to theft of my checking account information, ( please see police report attached ) whereby fraudulent and phony checks were printed out with my checking account information and used to obtain funds from my bank account. Once I became aware of the matter I immediately went to XXXX XXXX  and notified them of the situation. I also told them that I had automatic payments coming out of the account as well and didnt want them to bounce while they investigate the theft and open a new account for me. I was assured that any automatic payments that came in on my account would be honored and paid although that account was closed while I transition to the new account and get all my creditors setup for automatic payment with my new account. \n\nIn addition, I contacted your bank and explained the situation as well and was told that I had to wait for forms to be sent to me via USPS mail, and that they could not be sent to me via electronic means. I was also told that you would still continue to automatically debit my account for the mortgage payments so that they would be no lapse in payments while I await the new enrollment forms for autopay to be received and filled out with my new banking information. I should have known something was not right as I was immediately sent to the collections Dept of your bank whom said they understood my situation and promised to work with me and not charge me any late fees or tarnish my perfect credit. So, from XX/XX/XXXX to XX/XX/XXXX, Ive tried to setup my autopay with your bank to no satisfaction, it was always not received. In the meantime, you have continued to direct debit my bank account for my monthly mortgage payments without lack of consistency of dates and payment amounts. \n\nOne XX/XX/XXXX, my account was debited by your bank and then returned the same day which makes no sense as ( you will see attached ) there were plenty of funds in my account to cover the transaction ( please see bank statements attached ). One XX/XX/2020 another payment was debited and then again, another one on the XX/XX/2020 as well. XX/XX/XXXX, XX/XX/2020 more payments were removed and as I mentioned previously no consistency. I called to discuss this issue as XXXX XXXX had no explanations as to why the payments were random and inconsistent. The XX/XX/XXXX which Im assuming should have been the next debit did not occur. I called and was told that I had an extra payment posted so no payment was due at the time, hence the lack of debit in XXXX, during the call I was told that they had finally receive my auto pay documents and that it should be reinstated for my XX/XX/XXXX premiums. Yet with me being told that I had no payment due in XXXX I am being reported to the XXXX bureaus as being 30 days late. \n\nIn XX/XX/XXXX, I made a phone payment, with the payment deducted on XXXX, then another automatic debit was removed on XX/XX/XXXX, plus your collections department setup another payment on XX/XX/XXXX, which my bank flagged as fraud and did stop that one. So, with all these debits being removed from my account I am still being reported as delinquent when I have done my best to make a bad situation palatable. This has caused an extreme hardship on my life and credit. \n\nSo, in conclusion I just had another call this afternoon with your service representative and confirmed that I was indeed setup multiple times with BillPay and it was closed with no lead time of notice to allow me the opportunity to reinvestigate why this was continuously happening, also with no explanation of why the bill pays were being cancelled. In XXXX, payments were deducted from both accounts although I contacted you about my theft situation and provided the banking information for the new account, this happened again in XXXX and again a couple of times after this. So, let this letter show that I am not at fault here and I took the correct steps to remedy this situation and rectify it without my life and credit taking a severe hit as it has. I am aware that human errors occur but as a huge establishment I think your priority should be customer service and support rather than ruining ones lives to your benefit. I have documented and chronicled the whole situation as you will see attached. My concern is that no one in your establishment can ever provide me the reasons why this has happened or why my auto bill payments were cancelled several times and then multiple payments taken out automatically then stopped and then no communication stating that had occurred. \n\nAs you will see attached XXXX XXXX  has included a letter of explanation as well so that we can get this situation resolved amicably. I have been an excellent customer and would hate to have a ruin relationship and move to another lender due to a mishap. \n\nI cherish my relationships with my creditors and I cherish my perfect credit score even more. It takes hard work and diligence to maintain a perfect score. My request is for you to review my file and update the late ( s ) that are being reported on my accounts as well as to the bureaus. I feel that I was setup to fail and that I was sabotaged deliberately or nondeliberate.\n\nI look forward to your positive reply and moving forward with our creditor/debtor relationship.\n\nRegards","date_sent_to_company":"2020-11-18T22:44:11.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"074XX","tags":null,"has_narrative":true,"complaint_id":"3962381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2020-11-18T22:26:49.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In XX/XX/<em>XXXX</em>, my world and credit came to a screeching halt due to theft of my checking account information, ( please see police report attached ) whereby fraudulent and phony checks were printed out with my checking account information and used to obtain <em>funds</em> from my bank account. Once I became aware of the matter I immediately went to <em>XXXX</em> <em>XXXX</em>  and notified <em>them</em> of the situation."]},"sort":[13.319658,"3962381"]},{"_index":"complaint-public-v1","_id":"2152929","_score":13.012434,"_source":{"product":"Credit card","complaint_what_happened":"I am bringing to your attention the unfair practices of USAA Federal Savings Bank/Credit Card Services, of holding their members money hostage for 10 days although a transaction occurred in error as a result of their computer system glitch or error. \n\nOn Tuesday, XX/XX/2016 I tried to pay my credit card online ( as I normally do on the USAA website every month ) and initially, their website had a glitch and would not allow me to process my payment of {$2600.00} ( red print message reading excessive transaction or something to that extent ). The XXXX account I use has a healthy balance so I did n't understand. I tried again ; same thing and it rejected the transaction. Finally, I reduced the payment to {$1800.00} and after a brief but uncertain wait, the transaction was accepted and confirmation # XXXX was issued. I was certain everything went well so I logged out of the USAA website. \n\nThe very next day I receive an overdraft notice from my other bank ( XXXX ) indicating that USAA had withdrawn two credit card payments at the same time ; one for the intended amount of {$1800.00} and another at the same time and date for {$2600.00} ( the amount that had been rejected initially ). On Wed, XX/XX/XXXX, I called USAA credit card services and spoke to a young lady who consulted with someone in her department and assured me that the double payment should have never occurred and would refund the {$2600.00} back into the XXXX account within two days. Furthermore, she said a letter of the refund request would go out to me immediately. I waited patiently all day Thursday, XX/XX/XXXX, for the transaction to be completed. The refund was initiated because the balance on the credit card had been adjusted to reflect the refund but suddenly USAA reversed the refund request and placed the {$2600.00} back into the credit card as a double payment again. \n\nOn Friday, XX/XX/2016, I contacted USAA numerous times and spoke to many customer assistance representatives but none of them would put me on the phone with a supervisor after I explained what transpired. Everyone I spoke with agreed that a large transaction like this one to occur on the same date and time was unusual. Finally, upon threatening to close all my accounts because of their payment system glitch, I was transferred to a senior specialist by the name of XXXX. This young lady also told me that there was no supervisor or manager available to explain the sudden reversal of the refund that was originally initiated on Wed, XXXX. This lady told me I only had XXXX choices, I could borrow my own money ( the {$2600.00} ) back as a cash advance and pay USAA interest and fees on the amount or they can hold the {$2600.00} for 10 days and then attempt a wire transfer back into my XXXX account for which I would incur a fee from XXXX XXXX. \n\nI continuously requested a supervisor with authority to resolve this error immediately and XXXX repeatedly stated that she was in the same department. I told her I understood she was in the same department but that she did not have the authority to resolve this matter. However, she continued like a preprogrammed parrot and stated over and over again that she was in the same department and a supervisor would not be able to help me. \n\nIn the meantime, because of their credit card/computer system glitch, I have diminished funds in my XXXX Account to pay other bills that are now due. \n\nIn my opinion, this is not only unfair but is a crime that a consumer should not be subjected to through no fault of their own. \nI would like an immediate refund of my {$2600.00} double payment back into my XXXX bank account. \nThanking you in advance for your attention and consideration in this matter.","date_sent_to_company":"2016-10-09T17:57:20.000Z","issue":"Credit card protection / Debt protection","sub_product":null,"zip_code":"XXXXX","tags":"Servicemember","has_narrative":true,"complaint_id":"2152929","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2016-10-09T17:57:19.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["In the <em>meantime</em>, because of their credit card/computer system glitch, I have diminished <em>funds</em> in my <em>XXXX</em> Account to pay other <em>bills</em> that are now due. \n\nIn my opinion, this is not only unfair but is a crime that a consumer should not be subjected to through no fault of their own. \nI would like an immediate refund of my {$2600.00} double payment back into my <em>XXXX</em> bank account. \nThanking you in advance for your attention and consideration in this matter."]},"sort":[13.012434,"2152929"]},{"_index":"complaint-public-v1","_id":"3014939","_score":11.828771,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Wednesday, XX/XX/XXXX I received a phone call ( from XXXX XXXX ) while I was getting a coffee at our campus library around XXXX XXXX. The person on the phone, a receptionist or assistant, asked if this was XXXX XXXX  on the phone. I said yes. He replied with, Maam, this is the department of criminal investigation. We have an FBI agent here, Mr. XXXX, who needs to speak to you about a case you have become involved in. Do you have time to talk with him right now? I said yes. I was transferred to a male who identified himself as XXXX XXXX. XXXX told me I have become victim to identity theft and XXXX XXXX. He said that a XXXX XXXX has been found in XXXX XXXX, Texas abandoned with drugs inside of it. He said the car was under my name, with my social security number. He asked where I was on XX/XX/2018. I told him I was still living in XXXX, and that I have moved to XXXX XXXX  since. He said that they have been trying to get ahold of me for a few days, and that they sent agents to my address in XXXX XXXX. They knew all 3 of my prior addresses back in XXXX. XXXX said that the Texas authorities are going to arrest me and I am going to face 9 years in prison as XXXX XXXX  is a federal crime. He said he looked into my records, and believes I am innocent and among 1 of 32 other cases similar to this during this month. I started to panic, told him I was innocent, and asked what I needed to do to prove it. XXXX  said if I cooperate quickly, he may be able to prove that I have been a victim of identity theft.\n\nXXXX said that we need to get me a new social security number. In order to do that, we need to freeze all of my accounts linked to my social security number, including my bank accounts. He asked how much money I had in my account and I told him. XXXX  said that if there is over a certain amount of money in a bank account that is frozen, the funds will be lost. In order to protect my money, we need to do a 24-hour wire transfer to the government account used in cases like this. He said the money will be put back into my account once my new social security number is added to it. I told XXXX  I am not wiring any money anywhere, and that I will take out the cash and hide them on my own. XXXX yelled Maam, you can not do that! That will make you look even more suspicious to the Texas authorities! I asked if I could transfer the funds to my moms account, and XXXX  said I would be adding her to the case and making her part of the XXXX XXXX offense. XXXX said look, maam, we are trying to help you. But we are running out of time. If you do not cooperate, I will have the authorities arrest you and you will have to take further legal action on your own. I continued to say I was not going to wire my money to anyone, as it is my college funding. He said Maam, take your next phone call please.\n\nA minute later, I received a phone call with caller ID XXXX. THE CALLER ID WAS XXXX.The man identified as Officer XXXX XXXX . XXXX  asked if this was XXXX XXXX. I say yes. XXXX  said, Maam, listen. You have been victim of identity theft and the FBI is trying to stop you from getting arrested. However, we have enough evidence to arrest you right now, and we will if you do not cooperate right now. XXXX is going to call you back, please listen to him for your own sake. A minute later, XXXX called me back. XXXX asked, Maam, are you ready to cooperate? I asked what I needed to do next. XXXX said that the FBI is monitoring activity on all of my accounts, including credit cards, bank accounts, my internet searches, email, and text messages. They are trying to trace unusual activity, and are seeing some from Michigan, New York, and Texas. XXXX  said that the most important thing to do right now is protect my funds and that we need to freeze my bank account. He asked me what bank I go through, and I said XXXX. He said the nearest XXXX XXXX  from my current location was in Georgia on XXXX XXXX XXXX, about an hour and 20 minutes away from me. XXXX said I needed to go immediately. It was around XXXX, and I had a presentation at XXXX. I told XXXX that I needed to go tell my professor about the emergency so I may be excused from class. XXXX  said, maam you need to understand that this is a federal investigation and that anyone you speak to you will be adding to the case and potentially put in danger. I said I understood, and would tell him it was a personal emergency. I went inside, spoke with my professor, and grabbed my belongings. In the meantime, a classmate stopped me and asked what was going on. XXXX yelled, Maam if you tell anyone any details you are adding them to the case. You need to be careful with what you do right now! I told my classmate it was an emergency, I am okay, and left. When I got to my car, XXXX said I needed to stay on the phone with him the entire car ride so they can monitor my activity and make sure I am safe. I told XXXX  I needed to add the bank address to my GPS, so he hung up for about 15 seconds while I setup the GPS on my XXXX. During the car ride, XXXX thanked me for helping with this case and told me I was helping them find criminals. He said he has daughters my same age and wants to keep me safe. He then said that there was activity on my email account from Kentucky.\n\nI lost connection to my GPS about halfway there, and told XXXX we needed to hang up so I could re-connect. XXXX said not to bother, and he would direct me the rest of the way. I needed to stop for gas, and XXXX directed me to the XXXX gas station off the same exit as my bank. I told him I needed to go to the bathroom and he said he understood it has been a long car ride, and that I can go but need to stay on the phone with him, so I did. After that, XXXX directed me from the gas station to XXXX XXXX.\n\nXXXX asked which email I should have the attorney on my case send the wiring information. I told him. XXXX then said, actually XXXX ( the supposed federal attorney on my case ), requests to send the information to XXXX. He said that my identity thefts have access my emails and texts, and if they see texts from a government phone number, the hackers will flee and the FBI wont be able to catch them. So, XXXX XXXX XXXX   introduced himself to me on XXXX He then sent the wire beneficiary routing information. I asked XXXX if I should tell the bank teller that I will be doing a wire transfer to the government. XXXX said, you will be adding her to the case if you do. I started to panic. I told XXXX I am uncomfortable doing this and it felt like a scam. XXXX  yelled, Maam, are you serious! We had 911 call you! I have been on the phone with you for 2 hours! We are trying to stop you from getting expelled from school and doing to prison for 9 years. You are frustrating me and I can hang up right now and get you arrested. Look up this phone number online. It goes to the department of federal investigation. So we hung up, and I looked up the phone number, and it went to this website : XXXX XXXX XXXX. XXXX  called again, and asked if I was ready to protect my money, I said yes.\n\nXXXX said to hurry. The FBI will be meeting me at my house and I need to get at my apartment by XXXX  sharp with the documents to assign me a new social security number, and share more details about my case. I asked XXXX if we could meet somewhere besides my apartment, as I didnt want to make my roommates feel uncomfortable. He said he understood, and that we can meet at the XXXX  at XXXX ( a local grocery store down the street from my apartment ).\n\nI then went inside to make the wire transaction. XXXX told me to leave some money in the account ( I left {$300.00} ) so it doesnt close and look suspicious to the hackers. I said okay. XXXX told me to keep the receipt for my own security and that the attorney might need a picture of it. When I got back in the car, XXXX texted me through XXXX asking for a picture of both the receipt and my drivers license. I sent it. XXXX asked when I would be home, and the GPS said XXXX. XXXX said that its getting too late, and that we have to move the meeting to tomorrow morning ( XX/XX/XXXX ) instead. I panicked again, and said I want to see someone tonight. XXXX said, Maam, you need to trust me. Additionally, I want to make you aware that we have put a freeze on all of your accounts and that you are safe from the identity thefts.\n\nXXXX said he was leaving the office for the night, and he would be in contact with me in the morning. He hung up. I immediately messaged XXXX and asked him to call me. I told him this was very uncomfortable for me as they have all of my college funding in their hands. XXXX then sent me images of other wire transfers from other victims. One person sent {$10000.00}, another sent {$40000.00}, and other {$100000.00}. He said, Look, there are a number of people who have done wire transfer. You are not the only one. We have gotten a number of cases like this. You are among them. I asked when I will be refunded, and he said the whole process takes about 24 hours. He said the Financial Department of US treasury will be doing the refund to my account after my new social security number is linked to it. I demanded that XXXX call me, so he did. He said he understood my concern, and that he wanted me to go home and relax. After hanging up, XXXX sent a message saying, Make sure that you stay confidential and alert as your entire information is on tracking mode. He said to message him when I got home, so I did. Although I was scared that my phone was being monitored, I looked up the phone number ID from XXXX online, which led me to the South Carolina Attorney General. The website was : http : //www.scag.gov/contact-us. I realized that XXXX   said he was my federal attorney from Washington DC. But the phone numbers area code was from XXXX, South Carolina. I immediately questioned XXXX. His response was, Maam, I am in Washington DC. You were connected to me through the South Carolina office.\n\nXXXX said to try not to check any of my accounts as it will potentially disrupt tracking down the hackers. He said that my house was being watched, and that I need to be careful what I do because any suspicious activity will not help my case. He said to stop with the absurd internet searching, like looking up his phone number online. XXXX said I need to be careful with my internet searches, as I am in tracking mode and anything can be used against me in the case. He said to have the following documents ready for my interview in the morning ; A copy of my passport, copy of my drivers license, copy of my health insurance ID, copy of my employee ID, and 2 passport sized photographs. Lastly, he said to stay in my room all night, so I did.\n\nI constantly looked out the window that night, waiting for XXXX to come around. Finally, onXX/XX/XXXX at XXXX, XXXX  messaged me saying, Good morning. I will call you once Mr. XXXX gets into the office. You need to stay at your residence as we need to take your interview today and we need to assign you with a new SSN and pass the refund back into your account. The interview will be between XXXX and XXXX. He told me that XXXX XXXX  is currently visiting the courthouse to assign my new documents. I asked why the meeting keeps getting pushed back. He responded with, Maam, we just got to our office. Our team just arrived now and we will be making your paperwork with authorized judicials. We just spoke with our financial team and your refund will happen by XXXX. I asked if I could please go to my morning class, as I dont want to fall behind anymore in school. He said I was allowed, but I need to go straight home after class and be ready for the interview at XXXX sharp. After class, I started panicking again. I told XXXX I am getting very afraid, and again that they had my entire college funding in their hands. I told him I wanted to tell my professor why I missed my presentation the other day. XXXX   messaged me, everything will be taken care of after your interview at XXXX. Then you can share details with whoever you want.\n\nI asked XXXX  the status on the hackers. He said that they found activity in Virginia, and have some people on my case who are currently being interrogated. He said he wasnt able to share more details for legal reasons, but the agents who are coming to my apartment will have more details about the case for me. I verified that the government officials will be meeting me in person at XXXX. XXXX messaged, maam I want you to keep patience and let me work on your case as you are not the only person whom I need to look for. We have other cases as well. I cant reply to you here all the time. If I have any updates I will let you know.\n\nWhile in class, I messaged XXXX  asking if were still on track for XXXX and that I am afraid. He replied, why. I said, because you have all of my money!! XXXX  replied with, Dont worry, maam. Everything will be fine, just wait for your interview. Your money is secure, so please dont worry about they money. I told him I wanted to talk to XXXX XXXX   and that I was going to call him. XXXX said, yes maam. We can only call you once Mr. XXXX is free. Currently he is busy in the courthouse making your documents and preparing your refunds. Doesnt that make sense to you? I replied, You have my entire college fund in your hands. This is getting scary and taking longer than originally planned. XXXX replied, if you dont let us work this is going to stop your refund. The government works according to some conditions. You need to wait. I told him I am trying to wait, but I am getting scared. XXXX said, I can directly put all money back into your account with the same SSN. if you lose the funds from your account you alone will be responsible for further legal actions. I said, No! I can not lose my funds, please protect them! XXXX replied with, Okay.\n\nXXXX then called me around XXXX. He told me he was at the XXXX  courthouse working on my case as fast as he can. He tried to comfort me and said he understands why I am panicking about my money. He apologized that the process is taking longer than he originally told me, and that two of the judges on my case came into the office late that day. He assured me that this whole thing will be over by the end of the day, and I will have all of my money back. He said he will call me as soon as he is done at the courthouse. I said okay.\n\nI went home, it was XXXX. I sat in my room and waiting until XXXX. I wanted to hear updates from XXXX, so I called ( XXXX XXXX XXXX. I spoke with a female in the criminal investigation department. I said i was calling to speak with XXXX XXXX  on my case, and XXXX said that no one by that name works for the FBI.\n\nI had been scammed.\n\nI grabbed my keys, sprinted to my car and drove to the nearest police department. We called the Bank of America fraudulent department, where the funds were wired to. The man on the phone said the funds have already been removed from the account.\n\nI am XXXX years old, a XXXX  student studying XXXX XXXX, and I am a victim of financial fraudulence. I was lured in through victimization of identity theft and XXXX XXXX. I have been robbed over {$10000.00} from my savings account that I started when I got my first job as a XXXX XXXX  in XXXX XXXX. That savings account was for my college education. It included my rent for the next 12 months, savings for my health insurance bills, and study abroad funding to study XXXX in XXXX. I now have {$200.00} to my name, with a {$350.00} credit card bill due soon.","date_sent_to_company":"2018-09-10T17:25:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"296XX","tags":null,"has_narrative":true,"complaint_id":"3014939","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-09-10T17:08:06.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["It included my rent for the next 12 months, savings for my health insurance <em>bills</em>, and study abroad funding to study <em>XXXX</em> in <em>XXXX</em>. I now have {$200.00} to my name, with a {$350.00} credit card <em>bill</em> due soon."],"sub_issue":["<em>Funds</em> not handled or disbursed as instructed"]},"sort":[11.828771,"3014939"]},{"_index":"complaint-public-v1","_id":"4013730","_score":10.574104,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Im writing to have my case reviewed and have tried several times to obtain assistance through several departments inside Hyundai. In XXXX, I like many, was suddenly affected by COVID. Both my part time employers ended, and my main employer shut down for during the mandate. Hyundai was able to defer a few payments which I was very grateful for. On XXXX I spoke with XXXX and found out I was 37 days past due and they could no longer defer. I tried to get a loan to consolidate all my debt knowing I had several creditors requiring minimum payments. I spoke with XXXX on XXXX trying to set up a meeting to discuss options for me and was asked to allow time for a manager to call me back. After several weeks of no manager call back, I called back on XXXX and spoke with XXXX. He escalated another complaint in hopes someone would call me back. \nI was finally able to obtain a phone call shortly after. The supervisor, which I appear to have misplaced her name spoke to me apologized that no one had called me back. She understood I was behind and affected by the pandemic. I told her my job was soon to start back up and I would be able to make the payments. I did mention I for sure could make 1 and was hoping that would get me back on track. I was also concerned about my credit. She pointed out that the credit wasnt anything she could help me with but explained others would be in same position so creditors should understand but did admit she couldnt help. I told her that was fine I would try to figure it out on the back end. She then said as long as Im aware she cant help with the credit listing she did point out if I can make the one payment immediately, I would be fine. She offered to do two post dated checks over the phone for the 1 payment and it agreed to have funds in the account on those dates, and she said I would be good because it would keep my payment from defaulting to a 3rd month. She said as long as I continue then once my part time job gets going, I can make a few extra payments on top of these and eventually it would catch it up. I thought this was a great idea, so she took the payment for XXXX. \nAfter I made this payment, I continued to get dialer calls. They would call on Sunday, or any other day of the week. They would call up to 3 times a day. When I answered the dialer just dropped the call. Mind you I have set up dialer systems for multiple call centers and had pointed out to one of the callers that I was continuing to get repeated called by the dialer and I had requested to please remove me from the dialer, so I did not get every day calls because I already had my check info on file and authorization to draft the funds on certain dates. She mentioned she would kick the dialer ahead so once the payment was made, they it would call for the next payment. I said I was good w/that. The following month, XXXX, I got another call about my next payment, and authorized the same payment amount for the same time period and it went well. Shortly after I made the arrangement the dialer again started dialing me multiple times a day. I brought it up to several of the reps to please review the notes and to see that an arraignment was on file and kick the dialer ahead. They told me that if I owed money, I would get the calls. I pointed out this is deemed harassment because I clearly have payment plan on file and rather than harassing me every day about something, they already knew about what was the point other than harassment and they didnt do anything. At this point my XXXX XXXX was escalated, I felt I was having palpitations, and I asked several times, pleading with them, begging with them to stop w/the harassing calls knowing I had arrangements. It was already bad enough getting several calls from other credits, but I was not avoiding them. I had spoken to them almost every time they called explaining what I could or could not do. I did not avoid them. \nFinally after speaking to someone that felt very bad about me getting so many calls and knowing I clearly had post dated checks on file and who clearly admitted it shouldnt happen they offered to remove my from the dialer but that would mean I would not get any calls even if I was late. I told them I did not care because as long as I called in then I should be fine, and they agreed! Now this is where things start going very bad. \nMy car payments were always due on the XXXX. As previously mentioned above I was keeping my account from going past due 3 payments by ensuring I had the checks and payments on file. By doing so I kept in good enough standings not to have my car taken. When I called in and spoke with the rep to make my XXXX payment, she advised she could take the payment, but when I went to give her the amount she said there would be an added convenience charge that I did not previously get charged for either time. I asked why the difference. She wasnt sure but said she couldnt waive it. I told her the 1st two people didnt charge me, nor was I prepared for it and already had funds allocated for other creditors. This was unexpected. She said she didnt have authority to waive it. I asked for a Supervisor or Manager. She said they were working from home so one would have to call me back. Knowing I already had a hard time with a manager calling me back in late XXXX early XXXX I was very concerned. This was quite stressful, and I was pleading to ensure someone would call me back. The rep assured me I would get a call back and said I could just make a partial payment for now then in meantime someone would call me back. I made a partial payment, but no one called me back. On XX/XX/XXXX without a return call from a supervisor my car was repossessed. \nI called several times to speak to a Supervisor to see why this would occur. I spoke with a XXXX XXXX and explained this scenario above. I pointed out that I had been waiting for the supervisor to call me back. I pointed out that I was trying to put checks on file but wasnt expecting the added charge and she assured me someone would get back to me. He was quick to say from what he could see it was a valid repo. I explained he had not even heard the voice print from the call to please pull the call and listen. I had to beg this person and explain my background that I am a collection and billing manager and I understand how call centers work and this was an honest mistake. I pointed out that I am not a typical debtor. I explained this is my 3rd XXXX  I have owned leased or purchased, and I had 0 % interest because I pay my bills on time but I had run into an unsuspected pandemic, and was happy to have found help w/the post dates, but was not expecting a charge that I did not get charged previously and had a supervisor or manager call me back I would have been able to make the payment and we would not be talking. He said he would pull the call and get back to me but for now there wasnt anything he could do and I had to pay the charges. In less than 15 hours I had called and made the payment in full. \nHaving been embarrassed by the sudden, and tragic incident I had to ask my mother for help and we both called in to make the payment. We were told the payment we were making was to catch the balance current, and we would not be due till XXXX. We asked if that was all the charges and she said yes, but then I pointed out there was a {$420.00} repo fee that I was to get charged. My mom told her to make sure that was included and in that call we paid all that was back due, including the {$420.00}, plus a service charge of {$7.00}. My mother then gave the payment in full and we both asked for a receipt to be mailed to us. No one gave us our receipts. I called several times again. Finally able to speak to XXXX XXXX again. He admitted to listening to the voice print. He claims the reason why the manager never called me back was because I was on the do not call list. I explained the rep clearly knew I needed a call back. I asked why didnt the rep realize this and either remove me or ask me if I wanted to be removed if she thought that would prevent the manager from calling me back. He acknowledged a manager should have called me back but that was the reason why they didnt, but I was still behind and I thats why the car got taken. I pointed out that I am not a typical debtor, and this is clearly an anomaly and there is enough supporting evidence that I am not trying to get away with anything and immediately paid my debt in less than 15 hours, and pointed out how this whole mishap can affect my future and my future lending with other creditors and he didnt care. \nAt this time I felt like I was being bullied by Hyundais collections Manager XXXX. I explained to XXXX that had the manager called me back w/in a few days I would have had time to make this payment and not have allowed this to take place. I said knew my credit would be hurting w/late payments showing but I knew as long as I stayed current enough then I would eventually catch up the back balance and have it resolved, but he didnt care. I felt like he was flexing his muscle and just didnt care. At this time Im begging for my receipt. Not only did they not call me back so I could find out why the extra charge an find a way to pay it but now they were refusing to give me a receipt claiming they mailed it to both my mom and I. Neither of us had gotten an e-mail. I called several times for several days several times in a day pleading and begging for a receipt. I just kept getting told one would get to me. When I finally got a receipt it never showed what the lady told us over the phone. There was no repo charge, nor any service charge. I called to ask why the difference and no one knew and just kept saying someone would call me back and no one did. \nFor the next few days, and weeks I would call regularly begging for a receipt of what we paid for. Begging for someone to please listen to the call so they can see we were told something different for what they were giving us a receipt for and many felt bad, but none could do anything about it. I then got a call from a XXXX XXXX, XXXX. She said she was the care manager and she could help me. I pointed out that I needed for her to please go back to the dates when I made those payments and listen to the call. I also asked her to listen to the call where I had been told a manager would call me back but they didnt. She gave me her direct # and assured me she would listen to the calls and call me back before XXXX. This never happened. Once again I found myself having to make 3 additional phone calls with messages over the next week after that and finally she called me back. She said she listened to the call and acknowledged the person told me a manager would call me back. She then acknowledged that the manager admitted that she didnt handle the call properly and it should have been escalated but since I was on the do not call list she found that it was justified. \nBy this time my head is exploding. I cant believe that no one is acknowledging had a call been made all this would have been avoided. No one is acknowledging that had had shown good intent with 2 car payments back to back and was on my way to making a 3rd but was not prepared for the sudden extra charge and was PLEADING for help. No one cared. I asked to escalate again. This time I spoke to XXXX. XXXX. She said she was the general manager. She assured me she would listen to the call. When she called me back we were trying to go through the timeline of events and what transpired, and after a little heated conversation she just hung up rather than trying to work together on a solution. Ive called several times after and left several messages, but they have gone unattended. \nAt this time I am very saddened that by a rare circumstance w/a worldwide pandemic, and a 3 time XXXX owner who had a worth credit to establish 0 % interest that their collection department would treat me in such a way knowing had I gotten that call I would have made those payments, and I would not have had to borrow from my mother and I would not have to waste time writing this letter and I would not have to not see my therapist more regularly due to the undue stress Hyundai financial team has caused me. I am hoping you can step in and please have a formal investigation of my circumstance. \nI am asking to ensure Hyundai Financial does not allow for a repo to show up internally in their company or on my credit. I dont want to be red flagged for any reason. I also want them to waive any of the fees I had to inquire due to this unfortunate circumstance such as the {$420.00} repo fee. We were told we paid for it but have yet to see a receipt.","date_sent_to_company":"2021-01-04T15:07:15.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"90250","tags":null,"has_narrative":true,"complaint_id":"4013730","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2020-12-15T06:22:41.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["At this point my <em>XXXX</em> <em>XXXX</em> was escalated, I felt I was having palpitations, and I asked several times, pleading with <em>them</em>, begging with <em>them</em> to stop w/the harassing <em>calls</em> knowing I had arrangements. It was already bad enough getting several <em>calls</em> from other credits, but I was not avoiding <em>them</em>. I had spoken to <em>them</em> almost every time they <em>called</em> explaining what I could or could not do. I did not avoid <em>them</em>."]},"sort":[10.574104,"4013730"]},{"_index":"complaint-public-v1","_id":"3454989","_score":8.778451,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a \" scrubbed '' modified version of a Letter & Summary, that goes w/ Two Packets of  Documents w/ Notes. I am sending the entirety to Capital One by XX/XX/XXXX, but I think it's important for you to read exactly what I am sending them. \n\nTo Whom it may concern, On XX/XX/XXXX, I immediately notified Capital One on the discovery of a fraudulent charge. That evening, I attempted to notify XXXX XXXX of said charge. The next day, XX/XX/XXXX, after receiving a shipping alert from XXXX XXXX, I requested that they NOT deliver said item. I absolutely DID NOT receive the item in question, and nor did my wife ( who was working from home, and was waiting for the package to be delivered to our residence that day, XX/XX/XXXX ). On XX/XX/XXXX, I also filed a stolen package report with the XXXX XXXX XXXX, and in the early morning of XX/XX/XXXX ( eastern time ), I filed a Police Report with our local Police Department. \n\nI made a final payment for this account on XX/XX/XXXX. The payment reduced the total balance to {$2200.00}, due to the fraudulent transaction made on XX/XX/XXXX ( {$2200.00} from XXXX XXXX XXXX XXXX NY XXXX USA ). \n\nPer Capital One 's credit card policy, I am NOT liable for this unauthorized transaction. I am more than happy to continue to assist them in the investigation of this matter ( for example, I am currently working with a representative at XXXX XXXX, who has re-opened an investigation with XXXX, in order to return the money to Capital One ). Finally, my good credit is extremely important to me. Please ask them to not use this fraudulent purchase, or my refusal to pay said fraudulent purchase, to negatively affect my credit. Once they have received the information I've sent, and confirm its authenticity, please have them refund the outstanding balance. In addition to the previous request, after the balance has been adjusted, I've asked them to close both of my Capital One accounts per my requests. \n\nLastly, I want to draw Capital One 's attention to the Fair Credit Billing Act of 1975. Under the Fair Credit Billing Act of 1975 ; if I notify Capital One, the Financial Institution ( within the first 24 hours ) ; I am not liable for the loss of funds, created by the theft of my financial information, regardless of the manner in which the scheme is carried out. Nor am I liable for the loss of funds due to the fraudulent online activity, regardless of how successful the crime committed. I hope they can adhere to this law and allow me to close my accounts ( without conflict ). If they can not, I will file a report with the New York, New Jersey & Virginia State Attorney General Offices, as well as the XXXX XXXX XXXX. I've already filed a report with the Federal Bureau of Investigations Online Crimes Division, the Federal Trade Commission & now the Consumer Financial Protection Bureau. If needs be, I will also reach out to news outlets that specialize in shedding light on financial injustices. Finally, if all else fails to convince them of doing the right thing, I will be forced to take legal action. Its something I would prefer to avoid, but I will do what I must do to protect my rights as a responsible, law abiding citizen of the United States of America. \n\nI have documents available that will show ... \n\nI did NOT purchase said item, or authorize an agent to purchase said item ; I did everything I could to warn ALL parties involved of the fraudulent charge ; I did everything I could to STOP said item from being shipped ; I NEITHER received NOR signed for said item & NEITHER did my wife ; I attempted to get information that would lead to the arrest of the thief. \n\nMore specifically, I have the following documents available for use ... \n\ndocuments that prove the signature provided for delivery of said item is fraudulent ; documents that prove I couldnt have been physically present to accept delivery documents that prove my wife wasnt given the opportunity to accept delivery documents that prove my email was indeed compromised at the time of this theft ; copies of credit statements that show an orderly well-adjusted credit history ; documents that prove our Chase card was also compromised at time of this theft ; a copy of the Fair Credit Billing Act of 1975 ; a copy of Capital Ones Credit Card User Agreement ; a copy of proof of final payment for my accounts ; a copy of the request to formally close both Capital One Credit accounts a copy of my license in case it is needed to close accounts ; documents that raise questions as to why this purchase did not raise alarm bells ; I've asked Capital One to please review the documents thoroughly and without bias. A lot of valuable time was spent to put it together. It is my hope, that with the information provided, they will see, I should not be held liable for the theft, and they will also see, how inadequate the Fraudulent claims systems are within Capital One, XXXX & XXXX XXXX. \n\nI thank you for your understanding and speedy response to this matter. \n\n\nSUMMARY OF EVENTS To Whom it may concern, On XX/XX/XXXX, at approximately XXXX XXXX   XXXX XXXX, I discovered a charge on my CAPITAL ONE account for {$2200.00} USD. Because I received an email from XXXX  at XXXX pacific time - to confirm the purchase made online [ see pg. 13-14 ] - Im assuming the charge was made around that time. The merchant was XXXX XXXX. Ive never purchased anything from XXXX in my life, let alone any product of this kind. I immediately contacted my wife to ask if she had made it [ see pg. 162 ]. She emphatically said, no. I promptly called the C.O. Fraud Department to report this charge [ see pg. 162 ]. They assured me the situation would be fixed, and that I had nothing to worry about when it came to be paying for the charge ( I wouldnt be held responsible for any unauthorized charges due to C.O.s {$0.00} Fraud Liability ). They then said the transaction would need to clear before an investigation could be opened, but in the meantime, they would lock my card and send me a new one as soon as possible. Because I am living/working on the west coast for a little while, I requested that C.O. representative send the new card ( as well as all future correspondence ) to my west coast address, NOT the permanent east coast address [ see pg. 34 ]. I left the conversation feeling uneasy about the apparent identity/credit theft, but confident that C.O. would take care of us.\n\nLater that evening, I realized my inbox had been inundated with unsolicited newsletters and emails [ see pg. 105 ]. These emails, sent by people/companies I had not heard of, were thanking me for my interest [ see pg. 112 ]. At this point, I was extremely worried someone had fully assumed my identity and was contacting merchants to purchase their goods. I decided it would be beneficial to reach out to XXXX immediately, and NOT wait for the transaction to clear [ see pg. 162 ]. Unfortunately, because it was XXXX on the east coast, the XXXX Customer Service Offices were closed. I spent the rest of that evening attempting to clean up my inbox and trying to focus on my work. \n\nThe next day, XX/XX/XXXX, at XXXX pacific time, I received an email alert from XXXX, alerting me that the item in question had been shipped. Unbeknownst to me, the thief had managed to commandeer my email, home address & credit card information, and had used that info to ship the {$2200.00} handbag ( overnight ), to MY ADDRESS on the east coast. Because I was at work related events, and fully expecting C.O. to void the initial charge, I was VERY confused when I saw the notice. On the next break, I went to contact XXXX, but again the offices were closed, and so I reached out to them in the only way that was available to me, email ( I contacted them through their website email system ). I never received an adequate response from their customer service department [ see pg.22-23 ]. Around the same time ( XXXX pacific time ), I received an email from XXXX welcoming me to my MyXXXX-Account [ see pg. 20 ]. Again, I was scared by someone doing things in my name, and immediately I went to XXXX website to reset the password in order to access the account [ see pg. 21 ].  Minutes later, I contacted my wife to make sure she would be working from home the next day. Because I was on the west coast ( and still am today ), I conveyed to her that it was VERY important for her to be there and accept the package from XXXX. She said she understood, and would be working from home anyways, and so we left it at that [ see pg. 162 ]. \n\nThe following day ( XX/XX/XXXX ), I anxiously awaited an update from XXXX, or a response from the XXXX. After not receiving an alert from either, I used the XXXX tracking number to get an update. The app said it had been delivered at XXXX eastern time and was signed for by MY LAST NAME [ see pg. XXXX ]. At XXXX pacific time, I again attempted to contact XXXX, and this time I was able to get someone on the phone. I told them what had happened, and they suggested I contact my Wife, as well as XXXX to get more information [ see pg. 163-164 I got off the phone with XXXX, and frantically called my Wife. I asked if she had accepted the handbag from XXXX [ see pg 163-164 ]? She told me she had been home all morning, and had neither seen, nor heard from XXXX. A few minutes later she texted me for more information regarding the delivery [ see pg. 159 ]. I went back to rehearsal for the next few hours. At XXXX pacific time, I both attempted to file an online claim with XXXX [ see pg. XXXX ] and contact them through their Customer Service Support telephone system as well [ see pg. XXXX ]. The rep said he would need to wait for the driver to return to the station before he could ask him any questions. He then said he would get back to me with more information and instructions later that night. The only information I received from XXXX, was an email, telling me that a person from my local package center will contact me within the hour. That I also needed to contact the merchant, and that they would need to do an investigation if the driver was unable to provide the necessary information [ see pg. XXXX ]. He never did. \n\nOn the early morning of XX/XX/XXXX ( eastern time ), my wife, received an alert from XXXX, asking if she had just attempted to purchase something from XXXX for {$290.00} USD [ see pg. XXXX ) ]? She texted back, no, so the purchase was declined. Based on both of our credit card woes, XXXX suggested we call the police and file a report. So, she called the police, and requested they come over. At this point I am REALLY freaked out. So much so, I purchased a very expensive, year-long policy with XXXX, and started the tedious job of locking down every bit of personal information I could. Later, that night, the Police Officers arrived at our apartment to interview the both of us. Quick reminder, Im on the west coast working, so with my wife holding me up in XXXX, I told the police everything I knew [ see pg.173-174 ]. She gave her info as well. We left it there, believing we had done everything we could do to report this to the appropriate authorities. \n\nLater that day, I again received an email from an unsolicited vendor [ see pg. 112 ]. This time though, I called the number listed in the signature key [ see pg. 173 ], and to my surprise, an actual person picked up. His name is XXXX XXXX XXXX XXXX XXXX XXXX and he is VP of Sales of the company. He was a little confused by my call, but I quickly told him who I was, and that my information had been stolen. I asked him if he had any other information, but he didnt seem to have much more than the emails provided in this packet. I got off the phone amazed and confused by the scope of this theft. Just to add a quick addendum to this part of the review I gave him a call this last week ( XX/XX/XXXX ), and he forwarded me the information he and his CTO pulled up from their servers, whatever data pertaining to the attempted impersonation, see the continued email chain herewith [ see pg. 174 ]. \n\nFast forward to XXXX. The stolen money had been returned to my account, and everything seemed like it was back to normal. However, on XX/XX/XXXX, I noticed the {$2200.00} charge had been placed back on my account. Extremely angry & confused by what I was seeing, I immediately called C.O. to find out was going on. After spending hours/days on the phone with C.O., XXXX & XXXX, this is what I found out ... \n\n1 ) C.O. essentially abdicates all investigative responsibility to the merchants & delivery services. What does that mean for consumers? It means, if either the merchant, or the delivery service doesnt do their due diligence in investigating the theft, C.O. wont try to find the truth on their own. So, because the thief shipped the XXXX bag to MY address, using MY information, and intercepted the XXXX Driver using MY last name to sign ( even though I am on the west coast & Ive never used my last name as a signature ), C.O. wont help. With thieves becoming more and more clever every day, and information becoming more and more accessible every year, C.O. has made its customers more vulnerable to being taken advantage of by criminals, and they refuse to acknowledge it. \n\n2 ) Just take a moment and appreciate the that XXXX alerted my wife to a {$290.00} charge from XXXX, and C.O. let a {$2200.00} charge from XXXX  go undetected .... is that what C.O. calls excellent security? I dont. I have statements available for the entirety of last year, take a look at them and tell me that a charge of that amount, shouldnt have set off alarm bells ... [ see pg. 179-220 ]. \n\n3 ) XXXX has awful customer service. After I was told they would reach out to the driver, after I was told they would have investigators come to our address for interviews, after I was told they would call me for more information, they did nothing. The extent of the investigation they undertook rendered the result, the package had been signed for & delivered. Thats it. They never called me for more information, never asked for the police report, never had the driver come back to speak with my wife, never checked past signatures against the one made, never asked the driver what the person looked like, whether it was a man or a woman, short or tall. They did NOTHING, and they refuse to reopen the case. XXXX is basing their decision off that report, and C.O. is basing their decision on XXXX. Nobody is taking responsibility, and I am being made to pay for everyones mistakes ( pun unfortunately intended ). Can you see the flaw in this system? I can. \n\n4 ) Once you trigger the refund process through C.O., XXXX has policies in place that, in effect, wash their hands of you. XXXX  has been helpful, but even they have policies in place that XXXX customers over in instances of credit theft. If you trigger the refund process through C.O., XXXX will NOT allow you to open an official investigation into the theft. So, by doing what C.O. asks customers to do, report the fraud and lock the card, we essentially shoot ourselves in the foot by giving full control to C.O. to find the truth. Unless your systems change, I dont believe C.O. deserves our trust. \n\nI just want to be clear. Ive been a loyal customer to CAPITAL ONE for 8 years. This very card, the one that was fraudulently charged, is the very first credit card I applied for ( first of two C.O. credit cards ). My wife and I have our savings account with them too. We have been faithful in our payments. Reported crime immediately once found. Weve always used security measures to protect our personal & financial information, and yet, despite all of that, C.O. has treated me with a great lack of empathy & very little respect. I just want to be clear. Ive now spent hours on the phone with CAPITAL ONE, XXXX XXXX & XXXX. Ive now worked hours gathering information to prove my wife and Is innocence. Ive spent large amounts of money to protect our identity from future theft. Ive wasted SO MUCH TIME working on this when I should have been working on the amazing career opportunity that earned. It has truly been a terrible experience for us. We put our trust in CAPITAL ONE, our credit issuer and our savings bank, and they failed us. Please make them make this right. Have them refund the amount stolen and fix their policies & procedures. Their customers depend on them to do right by them. \n\nI swear that this account is written to the best of my knowledge. I send it, with the utmost sincerity & truth. I hope that they will not only do right by me, but also do right by ALL their customers. They need to take a hard look at their standards & practices. They need serious reexamination.","date_sent_to_company":"2019-12-01T09:17:55.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94102","tags":null,"has_narrative":true,"complaint_id":"3454989","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-12-01T08:47:33.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Under the Fair Credit <em>Billing</em> Act of 1975 ; if I notify Capital One, the Financial Institution ( within the first 24 hours ) ; I am not liable for the loss of <em>funds</em>, created by the theft of my financial information, regardless of the manner in which the scheme is carried out. Nor am I liable for the loss of <em>funds</em> due to the fraudulent online activity, regardless of how successful the crime committed. I hope they can adhere to this law and allow me to close my accounts ( without conflict )."]},"sort":[8.778451,"3454989"]},{"_index":"complaint-public-v1","_id":"3551810","_score":7.235892,"_source":{"product":"Debt collection","complaint_what_happened":"Complaint is Against : Bayview Loan Servicing , LLC. aka BLS XXXX XXXX XXXX XXXXXXXX XXXX. XXXX XXXX XXXX XXXXXXXX, Florida XXXX XXXX Assigned Bayview Representative : Mr. XXXX XXXX. \n\n\nDear CFB Advocate, Timing is critical please-Urgent Action Needed : Due to underemployment and unemployment over the years, I needed to file for bankruptcy 5 years ago. I had a loan with XXXX for over 10 years and held no escrow. \nI do not know where else to turn and believe what is being done is predatory, poor business ethics and illegal. \n\nI have all paperwork, letters, dates of calls, etc and an email chain below which all went unanswered however some were acknowledged by phone with no solution with sketchy interest. The assigned representative treats me like a typical bill collector and can not be trusted to assist as proven by the evidence. I can no longer return his calls as it's very stressful and upsetting using sketchy verbal conversation with no resolve coupled with some mixed condescension and sarcasm. However the email chain below are the dates and facts confirming our conversations and my concerns and I will attach documentation needed to resolve this. \n\nThank you!!! \nXXXX from Illinois Here are the facts : -- -Bankruptcy was awarded and included the mortgage owed to XXXX. I continued to pay the mortgage loan to XXXX and paid out of pocket, the property taxes and insurance on time. \n\n-- -Mortgage Loan was sold to Bayview by XXXX as I missed one month ( XX/XX/XXXX ) of payments during the course of 10+ years after my unemployment ran out. XXXX sold my loan while processing a loan modification with them and was without an answer. \n\n-- XXXX XXXX Bayview Loan Servicing LLC. , a debt collector, took ownership of the mortgage. \n\n-- -Conflicting letter ( s ) received and inclusive of : Demand for Payment, ability to seize a bank account and a Bankruptcy Clause all in one! \n\n-- -Certified Letter of 'Notice of Default and Intent to Accelerate ' as I was then missing 3 mortgage payments to include the XX/XX/XXXX payment. This I understood, I did owe the money. I was able to get caught up with my payments to Bayview since XX/XX/XXXX. \n\n-- -Additional fees assessed since they took over my mortgage. \n\n-- -Escrow placed on the mortgage without my knowledge -- -Received the verbal 'recorded line ' statement by my assigned representative that I didn't pay my property taxes or insurance in XXXX according to their records. \nNot true, they were on time and in full! \n\n-- -Obtained proof of payment of the XXXX property taxes and insurance the very next day after I was told of this. Emailed the documentation of 'on time ' payments to the County of Taxation and to XXXX XXXX XXXX. Never late ever. \n\n-- -Amount due is based upon new charges, a demanded payment plan for an amount of arrearage not owed of which the inaccurate information after proof provided was not corrected by Bayview Loan Servicing , LLC . \n\n-- -Letters to eliminate forced escrow without my knowledge, received by me but not done. Still being billed as if in arrearage on this pseudo payment plan that I never agreed to. \n\n-- -Bayview will not email me back to answer my inquiries as indicated below. Calls are via a recorded line by Bayview. \n\n-- -Letters to eliminate forced escrow without my knowledge, received by me but not done. Still being billed as if in arrearage on this pseudo payment plan that I never agreed to. \n\n-- -Assigned representative does nothing to assist and has been condescending and sarcastic with no proven focus to fix this problem by defending Bayview in it's entirety or telling me there is nothing he can do, per se. \n\n-- -Mortgage money paid is now held in suspense due to this error 'creating ' an arrearage. \n\n-- -Strange fees appeared on the invoices example : 'Corporate Advance Balance ' fee -- -More than one month after escrow elimination, they contacted my insurance company, put their name on the paperwork and paid the renewal for the year XXXX, without my knowledge. I found this out when I couldn't find my online account with XXXX  that was set up by me for the past couple of years. \n\n-- -Being proactive and not wanting to wait for Bayview to resolve this ... I tried but have been unsuccessful in getting the insurance money back to Bayview. The payment was sent in XX/XX/XXXX, almost 2 months after they were to suspend the forced escrow and correct the records. \n\n-- -Today is XX/XX/XXXX. Within the past 5 business days, I received 4 letters. 1 via certified mail.\n\n- Two of these letters are demanding payment with 'Notice of Default and Intent to Accelerate ' stating that it is a formal demand to pay BEFORE XX/XX/XXXX or they will take steps to terminate my ownership in the property by a foreclosure proceeding or other action to seize the property while placing further costs on me to pay for the lawyer/court fees, etc. involved in doing so. \n\nPlease be mindful, if their records were corrected as promised, I would be current in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and presently today ; XX/XX/XXXX. \n\nBelow is the email documentation, before and after, each Bayview recorded phone call and the financial concerns pleading with them to correct their records and relaying the proof they needed to do so.\n\nI eliminated personal information about myself, my loan and the Bayview representative as indicated in your instructions.\n\nThank you. \nXXXX These emails begin with the latest on XXXX XXXX and end with the first in the email tree. \nNo responses were returned by email. \n\n-- -- -- -- -- -- -- -- -- -- -- -E-MAIL DOCUMENTATION BELOW -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To :XXXX Cc :XXXX ; XXXX Subject : XXXX_Bayview Loan # XXXX XXXX payment scheduled Importance : High Dear XXXX, This email is to let you know I paid the XX/XX/XXXX mortgage amount via phone today, XXXX XXXX. \nAs of this payment, I am fully caught up and current with my mortgage loan. \n\nAlso, the XXXX payment was not applied correctly however I received a letter stating a corrected invoice will be sent however I had not yet received it. \n\nHope you had a nice XXXX  and Happy XXXX XXXX! \n\nXXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To :XXXX Cc :XXXX ; XXXX Subject : XXXX_Loan # Good Morning XXXX! \n\nI received your voice messages on Monday and Tuesday asking for me to call you back and will return them when I am able. \n\nYou have my permission to leave a message on my answering machine for me to receive it when I am home. \nPlease leave a detailed message with question or comment, so I can answer you via email, in the meantime. \n\nI received the payment plan paperwork you overnighted however the figures are incorrect and still needs to be revised. When we spoke about it last week, you told me the system would not let you do so however there must be a way for it to be corrected. I can not sign an inaccurate document of this nature. Also, I have read and am mindful of the Bayview legal and binding terms written. \n\nReceived a statement in the mail last night and I noticed the actual payment due is incorrect as well. \nI fully paid the mortgage amount that was due from XXXX XX/XX/XXXX, plus Bayview applied fees and the money was not applied correctly. \n\nAs my assigned Bayview representative XXXXXXXX, can you please make sure this is corrected with your accounting department? \nWe both know it is very important to have the Bayview records corrected right away. \n\nI plan to make all mortgage payments on time and in full each month, as is accurate. \n\nXXXX, thank you in advance and I look toward working with you to reaffirm and refi as soon as is possible in XXXX! \n\nRespectfully, XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX To XXXX   Cc :XXXX, XXXX Subject : Trying to make an online payment ... XXXX Importance : High Dear XXXX, Are you getting my emails? I have not gotten any responses. \n\nI am trying to make a payment via your website however the site will not allow me to. \nIt keeps saying to call you specifically. \n\nIf Im unable to reach you by XXXX, XXXX I will have to authorize a bank check but I wanted to get the payment to you right away as promised. \n\nPlease advise as soon as you can and provide answers to the questions below via email. \n\nThanks, XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX Sent : XX/XX/XXXX XXXX XXXX To :@XXXX Cc :@XXXX Subject : Promised Payment Info ... XXXX Sorry  XXXX, Meant to tell you in the e-mail below sent earlier today I set up a new Bayview dedicated bank account from which you will receive my monthly mortgage payments however the money you should have gotten on Friday had not yet transferred to the new account set up earlier last week. I apologize for not allowing the transfer timing to be built into the date I gave below. \n\nWith a bank transfer, I thought the funds would be available immediately however after not seeing it deposited though debited, it apparently takes the bank up to 3 business days to post. \n\nWith this in mind, I will pay the promised amount promptly as the funds become available ; either today or tomorrow eod. \n\nWill keep you posted when paid since I noticed the Bayview payment center is in XXXX, TX instead of XXXX XXXX, Florida ; where you are located. \n\nThanks and Take care XXXX! \n\nXXXX Loan # -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To XXXX@XXXX Cc :@XXXX Subject : FW : REVISION : XXXX_Loan # Hello XXXX, I received your phone message last week and received the letter from Bayview that the escrow account, recently placed on my mortgage by Bayview, would not be cancelled as I had requested.\n\n( The escrow account placed on my mortgage, was unknown and unauthorized by me and I remain opposed to it. ) What was not noted on the letter, was the reason Bayview rejected my request for escrow cancellation, would you please obtain the exact reason why it was opened and the reason why my request to cancel was rejected?\n\nCan you also send me the exact reason ( s ) why my hardship request for a loan modification in the form of an extended loan term, lower interest rate or forbearance was rejected? \n( Note : Modification paperwork was filed prior to the loan transfer from XXXX to Bayview ) Am I still required to cc :@XXXX when no documents are being submitted? \n\nThanks XXXX, I look forward to your written response. \nHave a pleasant day! \n\nRespectfully, XXXX Loan # -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX  Sent : XX/XX/XXXX XXXX XXXX   To :XXXX Cc :XXXX Subject : REVISION : XXXX_Loan # RE : Bayview Loan # Property Owner : XXXX Property Address : Dear XXXX, Hope you had a great XXXX! \n\nIm writing to let you know about a slight revision, highlighted in yellow below, regarding upcoming payments to Bayview. \n\nA bank check for {$2600.00} will arrive at the Bayview payment-processing center by XX/XX/XXXX. \nThis will cover the XXXX, XXXX, XXXX and XXXX XXXX-mortgage balance in full. \n\nThe XX/XX/XXXX mortgage payment will follow as a separate payment. \n\nIm glad you called me to confirm receiving the proof of on time and up to date payments covering my XXXX home insurance and property taxes. \n\nThanks XXXX! \n\nXXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To :XXXX Cc  :XXXX ; XXXX Subject : XXXX_Loan # RE : Bayview Loan #  Property Owner : XXXX Property Address : Illinois Good Afternoon XXXX, I had not yet received a response concerning the original email below, sent last Friday afternoon ; proving I had paid property taxes and insurance premiums for the XX/XX/XXXX year. \nTried reaching out to you today and was unable to book a phone appointment for this week and my option was only to leave you a voice message. As I indicated, Im prepared to issue a check for the XXXX arrearage amount, in its entirety. \n\nMy figures are indeed correct as follows. \n\nXXXX, XXXX, XXXX, XX/XX/XXXX at {$670.00} per month for a grand total of = {$2600.00} XX/XX/XXXX will be paid at the regular mortgage amount of {$670.00} since escrow does not take effect until XX/XX/XXXX {$2600.00} ( XX/XX/XXXX-XX/XX/XXXX ) + XXXX ( XX/XX/XXXX ) {$3300.00} total due to get mortgage account current With this correct recalculation of what is owed, Bayview will receive a payment of {$3300.00} before XX/XX/XXXX. \n\nMoving forward into XX/XX/XXXX, Bayview without my knowledge, opened an escrow account on my mortgage to begin in XX/XX/XXXX. \nWith that determination, my future XXXX payments would now be in the sum of {$1000.00} ( XXXX + XXXX property tax + XXXX insurance ) On Friday XXXX XXXX, XXXX, you verbally indicated that your e-mails are scripted so you can not respond. \nSince you can not respond via email, can another mortgage loan representative or supervisor partner with you, who has that capability? \n\nThere has to be a better communication avenue for efficient handling of accounts that is confirmed in writing vs. a phone call or costly snail mail. \n\nThank you and Best Regards XXXX! \n\nXXXX Bayview Loan # -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX Sent : XX/XX/XXXX XXXX XXXX  To :@XXXX Cc :XXXX ; XXXX Subject : XXXX XXXX_Loan # RE : Bayview Loan #  Property Owner : XXXX Property Address : Illinois Dear XXXX & the Loss Mitigation Team, As promised today, Im providing you with attached proof of property taxes fully paid on time concerning the property location listed above. \n\nXXXX, thank you for reaching out to me today regarding the loan amount arrearage ; and what my options can be and are, at present. \nTo confirm our telephone conversation this morning, I want to recap I writing on what my understanding is from what we discussed. \n\nHARDSHIP : The hardship as I mentioned has been the exhaustion of my unemployment benefits in mid-XX/XX/XXXX and current unemployment status. \nMORTGAGE/TAX/INSURANCE STATUS : My mortgage payment on this property including non-escrowed insurance and property taxes has never ever been paid late in more than 20 years. \n\nXXXX, you stated that you were not aware that my property taxes and property insurance were in fact, paid on time and both are current as of the date of this email and that you required proof which was provided today. \nWith this in mind the stated monthly loan amount, per our phone call today, has to be inaccurate ; needing to be revisited. \n\nSince there had been no arrearage of property tax and insurance, the amount you gave me by phone this morning of {$1500.00} per month beginning XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX payments moving forward of {$1100.00}, inaccurate and needing recalculation so I can pay Bayview the proper amount moving forward. \n\nOnce the recalculation is complete please o Reevaluate the monthly payment amount for an easier payment plan that I can manage. \no Generate a new billing statement in writing and send it to me by mail as soon as humanly possible. \no In the interim, feel free to email me a copy of the statement with enough time to pay XXXX bill, on time. \no XXXX both e-mailed and faxed you and the Loss Mitigation department, proof of insurance for the property, proving payments were made on time and is currently active, as promised. \n\nUntil today : I had no written or spoken knowledge of Bayviews intention and subsequent action to change my non-escrow status to an escrow account. \nUntil today : I had no written or spoken knowledge of my Loan Modification Application being denied by Bayview. \nUntil today : I had no knowledge of being put on a Waterfall repayment plan or exactly what it entails. \no Thank you XXXX for approving the Waterfall repayment option but I need an easier payment plan. \no I understand why the Loan Modification was not approved however once I have gainful employment, I will reapply. \no As we discussed, I plan to keep ownership of the property. \no I asked about a Forbearance and you educated me about that option by telling me I would need proof of having a job and the income to pay the balance after the reduction of payments. \nI thought that the payments due are put on hold, accumulates over a 3-6 month period at which time, the entire accumulated balance is due. \n\nI am greatly concerned that the mortgage amount is more than our household income. You said other people find a way. That may be so XXXX  ; however it can not be the case for all. \nMy concern of using non-fluid food stamp allowance is not what I can use for a payment other than food as I stated this morning. \no Would you please reconsider the amount due each month? \no What happens when the food stamp money is reduced or food stamp payment ends? \n\nContact me to confirm the above, answer my questions and let me know when I can receive a new repayment arrangement. \nThank you for the work you put as my representative. I appreciate your assistance and look forward to working with you moving forward. \n\nRespectfully, XXXX Regarding Loan # Illinois","date_sent_to_company":"2020-03-03T07:40:15.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Mortgage debt","zip_code":"60014","tags":null,"has_narrative":true,"complaint_id":"3551810","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)","date_received":"2020-03-03T02:22:50.000Z","state":"IL","company_public_response":null,"sub_issue":"Seized or attempted to seize your property"},"highlight":{"complaint_what_happened":["I received your voice messages on Monday and Tuesday asking for me to <em>call</em> you back and will return <em>them</em> when I am able. \n\nYou have my permission to leave a message on my answering machine for me to receive it when I am home. \nPlease leave a detailed message with question or comment, so I can answer you via email, in the <em>meantime</em>. \n\nI received the payment plan paperwork you overnighted however the figures are incorrect and still needs to be revised."]},"sort":[7.235892,"3551810"]},{"_index":"complaint-public-v1","_id":"9044462","_score":6.645812,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XXXX XXXX XXXX, I arrived at XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I had answered an advertisement on XXXX  regarding a promotion that they advertised to be able to help people with poor credit, job history, etc., that they could pay me up to XXXX more than the XXXX  value of my trade in, and could get me into another car that met my needs.  When I walked in, I met XXXX XXXX, and explained my situation to her.  I needed to trade my car in for some cash, and a new car. I was in the process of starting 2 part-time jobs and had just begun a third job but had not received a paycheck from it yet, and I was doing XXXX XXXX to bring in money, which made showing income difficult, and my credit score was low (around XXXX  according to the XXXX  reporting I had seen) because I had been out of work since the previous XXXX  when I was laid off my job, and some credit cards and my car loan were showing late payments.  She assured me they could get me into a new car with 60-days no payment and pay me XXXX for my trade in, a XXXX XXXX XXXX, on which I owed (as near as I can recall) XXXX.  XXXX  told me they would need to get me into a car that was XXXX for loan purposes, and they could give me cash for the balance of the equity in my car.  This would be about XXXX  after the other loan was paid off.  I provided all my information and documentation for my income, insurance, etc., and she went back and forth to her managers to see what they could pull together.\n\nI was back in their offices the following day (Saturday XXXX XXXX) and again on Monday (XXXX XXXX).  XXXX continued to assure me they could make the deal, but it was taking longer than planned.  I was asked to provide the documentation several times, eventually I was told to email it all to her boss, XXXX XXXX, which I did at least once (there might have been more- I do not clearly recall how many times I provided my documentation to XXXX  at her request), and I was assured each time she was working on it and I would have a deal shortly. \n\nI went back to their offices the following Saturday (XXXX XXXX) and again the next Saturday (XXXX XXXX), when I test-drove a XXXX XXXX XXXX.  It was high-mileage, around XXXX there was a large crack across the windshield, and I noticed a couple of dings in the body, however, the car priced out at XXXX fitting the requirements, and it was a smaller-sized SUV with 4WD, so I assumed the price was accurate especially given the inflation in the used car market at the time.  XXXX  assured me there would be a deal soon, and she introduced me to XXXX, who explained they were waiting for documentation that I had begun one of my jobs- the loan company Mechanics Bank had emailed the HR department Friday afternoon, and asked them to send confirmation via email I had begun the position as I stated.  I pulled up the companys timesheet app on my phone and showed him the approved time cards proving I had begun the position, but he said the loan company would not approve a loan until my employer had verified it by email.    XXXX  mentioned this needed to be finished soon, or the car I had just test-driven would be sold and they would have to begin with another car.  I told him I would call HR myself to make sure the email was supplied as quickly as possible.  XXXX said she would take the XXXX  to the Service department and tell them to get it ready for sale as slowly as possible, presumably to ensure the car was still there when my loan was approved early the next week.  She also assured me they would be fixing the windshield, so I did not need to worry about that.  I was assured the only thing they needed to complete the deal was the email from my employer.\n\nI followed up with my HR department on Monday, and HR assured me they would send the email the loan company requested.  I passed this on to XXXX, and she said she would get back with me. I did not hear anything from her, and I continued to follow up with her, but was told they were still working on it, or that I needed to send my documentation again. In the meantime my new employer sent the required email, so that should have been the end of it.\n\nOn the XXXX, I decided enough was enough, and texted XXXX  that if there was no deal by the end of the day, I would have to take the car and go elsewhere.  She texted me around XXXX  that evening that they had made the deal, and I needed to come sign the papers by the end of the day.  I arrived at the dealership around XXXX, and XXXX  left me in her office while she got the last of the paperwork together.  I asked her if everything we had discussed nearly a month before had come through, including the 60-days no payment (I specifically asked about the 60-days), and she said it had and left the room.\n\nI met with the finance manager shortly afterward, who had the paperwork for the sale of my XXXX.  The paperwork was for XXXX, rather than the XXXX I had been told I would get at the end of XXXX.  At this point I was so frustrated with how long this had taken and I needed the money for rent due in another XXXX  days, so knowing they would wait for the title to be cleared before releasing the funds, a process I had been told at a different dealership would take about a week, I signed it.  A few minutes later, he had the loan paperwork for me to sign.  The loan required XXXX down to sweeten the deal as he put it, which I was not told about beforehand (I would not have continued with the process had I known this before the sale paperwork had been signed) and he explained that because my credit score was low, the interest rate was 16%.  I remember seeing paperwork that said it was XXXX but the paperwork in the loan agreement they XXXX  for me said it was XXXX pulled on XXXX XXXX, the day I originally came into the dealership. I agreed that with my score that was to be expected.  There was no 60-day-no-payment on the loan despite the fact XXXX  had told me there was just before I signed the sales forms; I did not mention that to the manager.  He told me the car would not have GAP insurance (I had not expected any, but if I recall correctly I asked to be sure) because no one would insure it.  \n\nThe manager showed me a 2 page XXXX  report, which had servicing and other work supposedly done at XXXX XXXX  listed on the pages, but nothing else.  I believe the manager told me there were no accidents reported, and there were none listed on the two pages he presented me. As I had normally bought new, I had never seen a XXXX report before, and took him at his word.  I finished the paperwork which he handed me in electronic form on a thumb drive.  I was also given an As Is with no warranty delivery sheet that I had received the car, and told there wasnt any warranty I could buy for it, and that it may be 30 days before I would see the proceeds from the sale, because they could not process a check until they had a title in-hand from the State of Idaho, and that could take a month.  As I review the documents now, I cannot find that XXXX report- it was not included in the documents on the XXXX  drive, and I cannot find the originals I received.\n\nThe delivery sheet confused me, because XXXX  had already told me the XXXX  was not ready for pick up, so she was going to fill my old car with gas and send me home in that.  She told me she would contact me when the car was ready for pick up, and I could come trade the cars out then.  Accordingly, a few minutes after I finished with paperwork, she came back, handed me the keys to my old car, and I drove it home with a full tank of gas.  I assumed it would only be a day or two before I would hear from her to come pick up the XXXX.\n\nTwo days later I still hadnt heard from her, so I texted her and asked her if my car was ready yet.  She told me it wasnt, and shed let me know when it was.  I waited a few more days and texted her again.  I received the same response.  I was also in contact with XXXX XXXX, my loan company, and they confirmed they had not received the pay off on my loan.\n\nOn Tuesday, XXXX XXXX, I still had not received a response or timeframe for when I could pick up the XXXX.  At this point, I contacted XXXX XXXX XXXX XXXX, the attorney firm my XXXX XXXX  utilizes, and explained the situation to one of their attorneys, XXXX XXXX  I wasnt sure if I had any legal right to be driving the new car, and I was upset that I kept being put off on picking up the new one.  The attorney advised me to contact the general manager, explain what had happened, and inform them if they did not fix this I would take legal action.  After speaking with XXXX, I also called the DMV titling office and spoke with an agent who checked the status of my title.  She stated the title was electronic, and as soon as the title was released by my lienholder, the State of Idaho would have the new title to the dealership within 3 business days.  She said some titles could take a month but that was unusual, and certainly not the case with my car.  I explained what was going on, and she advised me to contact the investigations unit if it was not resolved within 24 hours of me contacting the dealership.\n\nI called XXXX XXXX and asked to speak with the general manager.  I was told he was not available (if I remember correctly, he was not in the office that day when I called), and I was transferred to the manager in charge, who happened to be XXXX XXXX, the manager I had met a few weeks before.  I explained that I still had not received my car, that I knew the title would not take a month, and I asked to know what was holding up my taking possession of the car.  XXXX  replied he did not know I hadnt received the car, and said he would check into it and get back to me.  A few minutes later, he called and said they were waiting on a replacement windshield.  The service department claimed they had ordered a replacement windshield from XXXX, and they were on back-order so the car was not finished yet.  He also got the transfer transaction number for the payoff on my old car, and said it was due to be finalized the following day, XXXX XXXX\n\nI told him I was okay with taking the car now and bringing it back in when the windshield arrived, and asked if I could get the cash from the sale of my old car and pick up the new car on the same day.  He said he thought they could get me a check for the proceeds, and have it done by Friday, XXXX XXXX.  I told him I would pick up the car that afternoon.\n\nI arrived at the dealership and met with the finance manager who had processed my original paperwork.  He again gave me an As Is delivery form to sign, and I noticed it did not have a notation about the windshield on it.  I mentioned this to him, and he paused for a moment, then asked me if my salesperson had told me it would be replaced.  I said she had.  He thought a minute and said, Well, we dont sell cars with broken windshields, and wrote on the top of the delivery sheet Call when windshield comes in.   I was handed a check for XXXX, and the keys to my new car.  The car had been freshly detailed (the upholstery was slightly damp in places and it smelled like cleaning chemicals), and I had noticed on the XXXX  report that XXXX XXXX had reported servicing the car.\n\nI was not very happy with this deal, but at the time, I felt like I had no other choice.  Rent was coming due, and I needed the proceeds of that sale to pay rent and catch up the bills that remained behind from my time on XXXX; because the XXXX was taken out of my proceeds and I was shorted by XXXX on the sale price of my old car, I was only able to pay rent. While I understood that the cash-nature of this deal meant they couldnt get me XXXX  over the value of the car, given that this was the advertisement I had answered, I did not understand why the loan couldnt be structured so I got the full profit amount after my old loan was paid (I had been clear with XXXX  why I was trying to sell the car) and I knew they could turn around and sell the car for at least XXXX more than they were paying me for it, but I didnt ask because I was sick of dealing with it and at least had the money for rent, so I took what I could get.  The windshield made the car look terrible, but I assumed I would hear from XXXX XXXX in a few weeks and that would be taken care of without any issues.\n\nBy XXXX, I still had not heard from XXXX XXXX  service department about the replacement of my windshield, so I called them on or about XXXX XXXX  The service tech who answered transferred me to their service manager, who rather rudely informed me he was aware of my situation, that there was one other customer in the same position, and he would call me when the windshield came in.  I did not hear from them again.\n\nIn XXXX, the car began to have issues with acceleration- on accelerating out of a complete stop, the car would suddenly go into what I learned was called limp mode and would not drive over about 20 miles an hour.  This happened on and off for a few weeks, then started happening every time I drove the car.  A mechanic in XXXX  checked the car over for me, and told me the throttle body was out and would need to be replaced at a cost of XXXX  with after-market parts, because of a nation-wide XXXX  parts shortage.  \n\nAt this point I had a few months of good payment history showing and my credit was recovering from my period of XXXX.  It was well before I planned to trade the car off, but I thought I would be able to trade the car in on something new fairly easily, though the loan might be about XXXX underwater because I hadnt had the car very long.  I decided to pull up the price on the XXXX XXXX XXXX website, asking for a cash and trade value.  The cash value came back at XXXX, the trade was a little more.  At this point, I still owed XXXX on the loan, which was originally for XXXX after the XXXX down.\n\nTo say I was furious would be an understatement.  On XXXX XXXX, I took the car to a couple of dealerships and they could not find a new car with enough equity in it to offset XXXX of negative equity in the trade and have a payment I could afford. The salesman said if they valued my trade at what it would be if it were in pristine condition, the car was worth around XXXX, and even then they could not get me out of it.  One sales manager I spoke with at XXXX XXXX XXXX in XXXX had previously worked for XXXX XXXX and their windshield work was outsourced, so there was no reason why the car should not have been repaired immediately. I verified XXXX  could have replaced the windshield the next week through my insurance.  He also reviewed the documents they had given me, and told me the reason I had not heard from them regarding the windshield was because it was not in any of their deliverables stated in the transaction documents, thus they were not legally obligated to provide the windshield.  Though I was unable to trade the car, a friend came up with a cost-effective solution for repairing the throttle body, so I was able to get the car running again.\n\nI contacted my attorney again and explained what I had just learned. She said we should at least try to get the windshield replaced as this would up the value of the vehicle slightly, and she asked me to send her their general authorization letter to provide services so she could proceed with a letter asking XXXX XXXX to replace the windshield as they had promised.  When I emailed her the GAL, I told her I would contact Mechanics Bank, to request the valuation information they had and find out what information they had been given that lead to them valuing the car at nearly XXXX  more than it was actually worth.  XXXX responded she would wait to write the letter until I had spoken with the bank and had that information.\n\nI called Mechanics that afternoon, and spoke with one of their managers.  She was rude, and when I told her the cars value was not close to what the loan had been issued for, told me I was still responsible for paying it because I had signed the forms.  I had not indicated I would not pay the bill, and I told her as much, but reiterated the car could not be worth the value of the loan at the time of purchase, saying both she and I knew there was no way the car had dropped more than XXXX in value in less than 4 months. The agent did not reply. I asked that she send me any documents they had that would establish how the car had been valued. She said they used XXXX XXXX XXXX to value their cars, and their legal department would have to send that to me, then changed her story and said she could email it to me later that day. I also mentioned my payment was late that month because the due date was not at a good time for me, and asked if I could change the date.  She told me that would have to be done online, and directed me to their website.  I hung up and emailed XXXX with what I had learned while I waited for that email- it never came.  I also got on their website and requested a due date change.  A couple of days later, a customer service representative left me a message to call them, which due to my work schedule, I could not do- apparently, they were unable to change my due date, as it remains on XXXX XXXX\n\nA few weeks later, I got online and sent an email to their customer service center, requesting the valuation documents again.  I received an email back saying I would need to call in as I had not provided my account number.  I responded with my account number, but there was no reply.  I have consistently told Mechanics Bank I cannot usually call because of my work schedule.  I also wanted everything in writing, given the nature of what was becoming clear was fraudulent lending.  I also attempted to change the date on one other occasion, but was told that could not be allowed because at that point, the car loan was more than 30 days behind, and they do not allow due date changes on past-due loans.\n\n\nIn XXXX XXXX, during a job transition when I had some time, I contacted XXXX  at XXXX XXXX again, and updated her.  She wrote a letter and sent it to XXXX XXXX, and advised me not to contact the state of Idaho investigations unit (which we thought could investigate fraudulent auto sales) until the windshield was replaced- as she put it, dont give them a heads up on whats coming.  I was contacted by XXXX XXXX in XXXX  around the XXXX if I remember correctly; the receptionist told me they had nothing in their records showing they were required to replace the windshield, but their GM said since Id gone to the trouble of contacting an attorney and having a letter written, they would replace the windshield for me.  This was done XXXX XXXX  There was no mention made of backordered parts, and their service department performed the work.\n\nAt this point, I was so sick of dealing with it, I wondered if it was even worth the trouble of turning this in for investigation, especially if I were able to trade the car as I hoped in XXXX XXXX XXXX XXXX XXXX.  I was working quite a bit at the time, and dealing with a financial set-back that had put me behind on all my bills, so I concentrated on catching up and decided if I could trade the car I would just let it be done.\n\nIn XXXX  I received my car insurance renewal notice from XXXX.  When I transferred my insurance to the new car in XXXX, my premium went up about XXXX a month, and had gone up slighting again at my next renewal in XXXX.  I did not question this, because I assumed the car was in a different class/age group than my previous car precipitating the higher rate.  The December notice contained an XXXX per month increase in premium.  This was unaffordable, so I started researching new insurance.  XXXX  quoted me a rate that was XXXX lower than the renewal rate, so I began the process of moving my policy to XXXX  on XXXX XXXX.  \n\nWhen the agent I was working with entered the VIN number for my Jeep into their system, the premium went up XXXX per month.  Neither I nor the agent could figure out why my rate would increase that much; my driving history is clear and I had only had windshield chip claims in the past XXXX years, but their system said this was due to consumer reports/title issues. He advised me to contact their consumer information provider to see if they could provide me with the information regarding why this had happened.  I called XXXX XXXX, and their agent confirmed I had nothing adverse on my consumer report, however, she noted that in XXXX, when XXXX XXXX had run a quote for me, the information XXXX XXXX provided XXXX XXXX  showed a claim on the car from XXXX XXXX, paid for by XXXX, that was not included in the documents XXXX  had pulled earlier that week.  The agent gave me the claim number through XXXX.  I also contacted the Vehicle Titles department at the DMV and had them check the title as well, but the agent could see no issues with the title, and recommended I do a title search through an online company in case there was an issue she could not see.  At the time I did not have the resources to pay for a search.\n\nWhen I spoke with XXXX  again the next day, the agent and I spoke with someone in their claims department, who looked up the claim and said it was from an accident with around XXXX in repairs on the car had been completed, which to the claims specialist indicated something with the fender, as a fender replacement would fit the price paid out.  He recommended I speak with policy support regarding having the increase removed from my account- he could not understand why I was being penalized for this either- and gave me their number.  I called them the following Monday (that call had been on a Friday), and I was told that if I were in an accident, the car was at risk of costing more to repair because of the earlier damage, thus the policy rate hike was appropriate and would stand.\n\nAt no point did XXXX XXXX inform me of any sort of accident record on the car, though if you know there was fender damage, you can see it on the left side of the car where the fender is a quarter-inch lower than it should be around the headlights.  I assumed the fender looked like this because of the age of the car, and assumed XXXX XXXX would have told me if there had been an accident on the vehicle, as it is my understanding it is fraud to lend money on a vehicle without disclosing the accident.  I spoke with another dealership about trading the car in XXXX XXXX, and they showed me a 30+-page XXXX  report where the accident was reported.  This lowers the value of the car even more- at the time XXXX XXXX XXXX priced it at XXXX.  Because the interest on my loan is front-loaded, I still owed around XXXX on the car at that time, and I could not get a new loan to trade out for a sound vehicle.\n\nI have let Mechanics Bank know that the loan is fraudulent, and that they have, in my opinion, conspired with XXXX XXXX to defraud me out of more than XXXX.  The first agent I told that to was a collections manager who had contacted me to make payment arrangements when my car went 60 days past due (as I mentioned, I had financial problems in XXXX XXXX XXXX, and the loan went past 30-days, something I was able to avoid before that, given the due date was not at a helpful time of the month), I had paid a half-payment on the account and told him I would make a second half-payment before the car hit its next due date, and then give them more money  after rent was paid for the month of XXXX, basically keeping the car at 60 days past due until I could earn more money XXXX  to catch it up again after the payment was due at the beginning of XXXX.  I told him I had turned XXXX XXXX and them into the DMV Investigations unit, and if they worked with me, I would make sure the loan was paid in full, either by trading the car out when I was able or through a settlement with XXXX XXXX which it was my understanding this department of the DMV could assist me with.  \n\nThe account manager said that was not an appropriate payment arrangement, that I should have done my research on the car before I purchased it, and I was responsible for paying it.  The car was repossessed 3 days later.  I attempted to buy a new car, but could not find financing in that situation.   After one week of trying to come up with another solution, my father offered to help me reinstate the loan.  When I called the bank to get an amount for reinstating the loan, they said the car was repossessed because it was 3 months past due.  The agent told me I was XXXX behind (the total it was before I made the last half-payment, including XXXX in fees),  plus the XXXX in fees, another XXXX in reinstatement fees, and that I had a payment coming up the next day on XXXX XXXX, which I could include in the reinstatement amount for a total over XXXX (I cannot recall the exact amount), which my father paid by XXXX  the next day.  This makes no sense, because for my car to be 90 days past due it with the amount she told me, it would have to be including the payment due in XXXX, specifically the one due the day after I spoke to her. After receipt of the reinstatement fees, I called the company that had picked it up to set up a time when I could pick up my car, and was told I would be contacted by their agent in XXXX  to set up an appointment for me to pick it up.  Two days later I still had not heard from him, and the main office told me he had a sick child so he hadnt been able to work.  By Friday, I still had not heard from him, and left another voice mail asking when I could get my car, or I would take legal action.  The following Monday, I got a message that there was an appointment set up for me at XXXX the following day, a week after the reinstatement had been paid, and that I must make that time or extra fees would be incurred.  I finally picked the car up that evening.  I lost 2 weeks of work from this, for a car loan that was not 90 days past due, unless you add in the upcoming payment.\n\nIn XXXX, I underwent XXXX, and during my downtime from that procedure, I called and spoke to an agent requesting a due date change.  The agent inquired why I needed a date change, and when I told her it conflicted with paying rent, she said, OK, Ill approve this.  She said I would receive a document via email to sign, and then the date change could be processed.  I waited for the document, but it did not come that day, and it was another week before I found the email- it had gone to a spam folder.  I immediately signed it and emailed it back, but received another email to call them- apparently by that point the car was past due and the date could not be changed.  I had hoped to keep the account from getting behind by having the due date changed to something I could work with.\n\nThe car broke down several times over last summer, resulting in the payment being behind again because of course I cannot work when the car is broken down, and it is difficult when XXXX  to make extra money to catch up these kinds of larger bills.  Strangely, after the repossession, their collection practices changed.  I no longer got calls as frequently as I had before, and their text system messages me when the account reaches past due.  Their agents no longer respond to emails- in fact, I spoke with one collections manager- XXXX, who was quite helpful- regarding a notice I had received that I was eligible for an extension.  XXXX  said they are unable to respond to emails (I had emailed her about the account a couple of days previously), and yet I have had agents respond to them.  She also said that, though I am eligible for an extension, I cannot get one until the payment is current.  She reaffirmed I cannot change my due date until it is current.  I attempted to contact another collections agent, XXXX, regarding my account when I was able to make 2 payments one month, and asked her if we could process the extension and a due date change before my payment was due 2 days later, which would bring me current.  I did not hear back, not even a call to ask me to contact her.\n\nAs I mentioned earlier, last year, I turned in XXXX XXXX and Mechanics Bank to the DMV investigations unit, who told me a month later they did not have jurisdiction and did not investigate these kinds of claims, despite one of the DMVs CSRs telling me I should call them because they could.  I contacted the Idaho Department of Finance, and was told they had no jurisdiction, however, the Idaho Attorney General would be able to help facilitate a settlement through their Consumer Complaints division.  I submitted my complaint to them last XXXX, and have not heard anything from them.  On doing some research, I was pointed to the Consumer Protection Bureau, so I am hoping for some kind of resolution to this issue now.  In the year since, the XXXX XXXX dealership I worked with has closed, however, I am also submitting this to the FTC so that XXXX XXXX will at least have documentation somewhere that they have committed fraud on a customer.\n\nThe car has developed more problems with brakes and wheels and is, according to mechanics who have inspected it for me, unsafe to drive, though I must because I have to earn some kind of living, and XXXX  is the only thing I can think of that brings in enough money until I can either find a job that will pay expenses, or build up my business to making a profit I can live off.  Until now I have been unable trade it off because I owe too much on it (around XXXX on a car that recent evaluations say is worth XXXX); I am told now that the amount owed after the trade-in value is below XXXX, I may be able to get a loan, so I am hoping this week I can finally get out of it.\n\nI am including the file of paperwork I have submitted to other agencies, some of which relates to the process of buying through XXXX XXXX, and the rest to how the car was valued at different points in this process.  If there is anything else I can provide, I will be happy to do so.","date_sent_to_company":"2024-05-19T22:51:05.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"83651","tags":null,"has_narrative":true,"complaint_id":"9044462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MECHANICS BANK","date_received":"2024-05-19T22:33:47.000Z","state":"ID","company_public_response":null,"sub_issue":"Problem with a trade-in"},"highlight":{"complaint_what_happened":["By <em>XXXX</em>, I still had not heard from <em>XXXX</em> <em>XXXX</em>  service department about the replacement of my windshield, so I <em>called</em> <em>them</em> on or about <em>XXXX</em> <em>XXXX</em>  The service tech who answered transferred me to their service manager, who rather rudely informed me he was aware of my situation, that there was one other customer in the same position, and he would <em>call</em> me when the windshield came in.  I did not hear from <em>them</em> again."]},"sort":[6.645812,"9044462"]},{"_index":"complaint-public-v1","_id":"16736003","_score":6.3804173,"_source":{"product":"Mortgage","complaint_what_happened":"b\"On XXXX XXXX XXXX, I applied for a mortgage loan of XXXX with Navy Federal Credit Union (NFCU).  After that, I was offer NFCUs RealtyPlus program with XXXX XXXX, Real Estate Coordinator, which gives applicants a realty agent.  In the beginning, I was preapproved and looked forward to approval with XXXX XXXX XXXX as my Loan Officer at NFCU     XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Florida 3XXXX XXXX XXXX said my income did not meet requirements.  Disappointed, but accept the denial and mentioned I would try an XXXX with my FDIC bank.  That is when XXXX XXXX told me she could speak with underwriting on my behalf and I accepted the kind gesture. XXXX XXXX  called me and stated Underwriting approved, but for less asked with an increase in down payment.  This happen a couple of times until the loan was XXXX XXXX XXXX  down payment.  I wanted my own home, had the funds, so I accepted that offer.  I was not pleased with the XXXX XXXX agent, so I search for an agent myself.  Highly recommended XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX XXXX XXXX and I spoke when I told her about the issue with NFCU and my home-shopping experience.  I explained to her how overwhelmed I was, and I wanted a house yesterday.  She assured me she was the one to get it done.  No worries, she said.  I was pleased and let her do her thing while XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  She immediately she took over within a couple of days, I had entered into a contract. She was good. XXXX XXXX had scheduled the house and plumbing inspections on the same day, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  had performed, and XXXX XXXX whom oversaw the plumbing inspection foXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXA XXXX  Between times, XXXX XXXX would call to narrate the forms and documents, give me the opportunity to answer the questions while she would mark my respond.  In XXXX XXXX XXXX introduced to me XXXX XXXX XXXX XXXX as loan officer assistant and XXXX XXXX XXXX  as mortgage processor.  A day or two after the inspections, XXXX XXXX told me the home inspector reported typical cracks, so I put the appraisal on hold.  Moving on, my time with XXXX XXXX  was short and confusing because there was not much he had done besides verified what XXXX XXXX had covered.  Once XXXX XXXX  came aboard, problems with the figures begun to arise as we moved on. XXXX XXXX XXXX XXXX XXXX was willing to revisit the typical cracks for further evaluation.  Soon, XXXX XXXX called me to review three pictures of the typical cracks XXXX XXXX had taken, which looked harmless.  I should have gotten a second opinion.  After that, I contacted XXXX XXXX to proceed with the appraisal.  Later, I learned the fee had increased from XXXX XXXX XXXX.  I spoke with XXXX XXXX XXXX XXXX XXXX over the phone about the fee increase, but nothing changed, until I questioned it and refuse to pay the increase is when XXXX XXXX had a nervous breakdown and hung up on me.  Shocked by her action, and not happy with the total payment, so I emailed her supervisor, XXXX XXXX XXXX XXXX  mortgage production supervisor whom called me to discuss the matter.  I told her the issue and she explained the reports and figures were not the final, only an estimate.  Afterwards, she emailed me, but omitted our conversation.  In addition, I continue to refuse the appraisal increase. XXXX XXXX had suggested I move on from NFCU, which I agreed.  Later, instead XXXX XXXX volunteered to pay the appraisal increase.  She had asked me, but I declined her offer.  However, XXXX XXXX sent an email stating I agreed to let XXXX XXXX pay the increase.  Not true, but I moved on.  XXXX XXXX  was the first closing date, but it was delayed for the typical cracks.  On this day, XXXX XXXX uploaded a Closing Disclosure (CD), but I did not have access to the XXXX so I asked her to email the file.  Instead, she granted me access to the portal.  I did not have that privilege with XXXX XXXX.  Nevertheless, I print the file then called XXXX XXXX like her email stated, but she was out of the office, which the same for XXXX XXXX with anyone else, they could not assist.  Neither of the two Representatives contacted me regarding the document, but the Closing had been rescheduled foXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, LA XXXX XXXX XXXX  the appraisal was completed. Again, no one I can consult.  On the XXXX I received two Closing Disclosures: One from NFCU that stated XXXX XXXX XXXX but only contained a Closing Disclosure: the other from the Closer, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA  XXXXXXXX XXXX XXXX XXXX, which I love.  However, I was disappointed with the CD from NFCU so I tried to contact them for assistance.  But again, there was no one to help consult with me.  I sent a frustrating email and then the receiver reply she referred me to resolutions, and she did, but no responded until after the settlement.  On the other hand, I was so excited I did not know which way to turn.  I took from work and waited XXXX  Napped too long, at XXXX  I went to the bank for the down payment.  Then with check in hand, I left for XXXX XXXX XXXX XXXX XXXX XXXX  where the settlement was to take place.  I was the first to arrive. XXXXAt the XXXX, I met and sat with XXXX XXXX XXXX XXXX XXXX XXXX  She mentioned waiting for the others to arrive and asked me if the down payment.  I presented the check and handed it to her.  She said she was going to copy it.  She returned with the copy and then asked me if I wanted to start, even though the others had not arrived.  Ready, set, go!  I am about to be a homeowner!  I said, yes and then XXXX XXXX opened a XXXX XXXX XXXX XXXX with legal sized papers inside as large as a realm, and the Disclosures were on top.  I asked her why it is two different Closing Disclosures.  A bit confessed by the question as she looked at the files, said it was not hers and shed find out.  She said she would call my agent, and then left the room.  A couple of minutes later, XXXX XXXX arrived.  She walked in and asked me what the problem was.  I told her there are two CDs.  That is when she used her mobile phone and called the XXXX XXXX XXXX XXXX XXXX  put her on speaker and told XXXX XXXX  I wanted to know why there were two XXXX XXXX XXXX seemed confused and asked what was I talking about, and then XXXX XXXX had explained.  Once XXXX XXXX clarified and XXXX XXXX  understood, XXXX XXXX she said, one for me; and the other, for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MS XXXX   Because of the email she had sent subject Buyers CD, I was confused, so XXXX XXXX called NFCU and spoke with XXXX XXXX XXXX Navy Federal Credit Union XXXX XXXX XXXX XXXX XXXX SC 29XXXX.  The professionals informed me the CDs were normal and asked me what the difference is.  Fill with excitement of owning my own home, with it so close that I was speechless.  Besides the Loan ID number and XXXX XXXX XXXX XXXX XXXX  to me, I had no clue.  Anyway, we continued, but I was not allowed to sign their files, so they were set aside.  We moved on with signing as my agent, XXXX XXXX  sat silently.  After signing the documents in the folder, there were a few more files XXXX XXXX had retrieved for me to sign before dismissing.  It looked like the kids in the office had completed the last forms.  Nevertheless, afterwards, XXXX XXXX XXXX XXXX XXXX XXXX  her copies.  XXXX XXXX left the room to make the copies.  She returned, handed me a folder that had a very small percentage of papers from that I signed with only one bearing my signature: the Closing Disclosure; warranty deed, deed of trust, notes, and title insurance before we depart. XXXX XXXX handed me a XXXX folder and a key and said she did know who had the other key because there were so many contractors, and then we left.  Afterwards, I contacted XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MS XXXX to update/correct the Loan ID number on the policy because it had been modified without notice.  A dash 1 (-1) had been added.  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX to get a copy of all the documents I had signed the day before.  The Clerk asked the closing date, I said it was late yesterday, but I was not given a copy of all the documents.  The clerk asked a few questions, I answered and then she left the desk.  My Several minutes passed, she returned with a stack of papers bind with a clip and handed them to me.  I asked her how long it takes for the documents to process.  She said about 6 weeks; I thanked her, and then left.  After I left, I received notification that XXXX had been posted into my account.  I emailed XXXX XXXX about the deposit.  She said the account needed to be open, but not with a XXXX balance in order for the closing parties to be paid.  Instead of getting the information for auto draft, NFCU allowed a deposit.  This was to be auto pay, but no one gave a fuck about making the change or collect auto pay information, not one, not once.  Beside, when XXXX XXXX had read the document to me, I asked her to give me a chance to get the information.  Instead, she told me she would use the NFCU account for that moment, but she marked the external institute for me on the easy pay authorization since I had no access to XXXX  Its seems to be the only document she actually managed honestly.  Nevertheless, XXXX XXXX XXXX I received a message that XXXX had been deposited into my account on the 23XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  LA XXXX, the XXXX XXXX XXXX  I was stunned.  As a member and shareholder, I was never able or allowed to deposit without both my ID and ATM card.  Anyway, I asked XXXX XXXX who deposited the money and she replied someone from XXXX XXXX, but did not state who it was.  I emailed XXXX XXXX whom denied knowing, however she asked me to send the email to verify NFCUs claim on the matter. I left the email in a draft, but I didnt know that until I looked for her reply.  I had been awhile, so I left it alone.  Anyway, the manager at XXXX XXXX XXXX XXXX reiterated what XXXX XXXX had stated that the account could not be empty to release the funds for the professionals to be paid for their service.\\XXXXBack to XXXX XXXX XXXX XXXX XXXX XXXX to make the adjustments and she said she could not, I asked her to cancel the policy.  XXXX XXXX, she emailed me that NFCU said there is a typo, but NFCU denied that fact with me.  In fact, on XXXX XXXX XXXX XXXX emailed me contradict XXXX XXXX email that there is a typo.  Regardless, I had looked forward to the correction.  Meantime, I was looking for and expecting my final, legal documents by courier as paid for.  A few days after closing, I started checking XXXX XXXXXXXX XXXX XXXX property link public records for an idea time for getting the paperwork.  Nothing was ever there and it stayed empty until XXXX  Anyway, I begin to reach out to my agent, XXXX XXXX but she told me not to contact her anymore.  I told her all I wanted was what is rightfully mine.  For example, I asked about the contractors warranty we had talked about.  At the time, she said there is one but she didnt know if it was for five or 10 years, she would get back to me.  Days after closing, I asked for the contractors warranty.  Why would she emailed me a XXXX XXXX XXXX in place of when she had me signed a documents that states I declined the warranty.  If that was so, why would she send me anything regarding the matter?  I only wanted what I believe is mine.  I had continued to check the public records until the end of XXXX XXXX   I moved into the home on XXXX XXXX XXXX   In addition, this would be my first payment date.  However, the statement did not reflect a correction in the loan ID liked I had hoped, so I called NFCU, but no one could help or had permission to change it, but state they sent emails to the right personnel, but no one responded.  It was weird because I could not get a representative outside of XXXX XXXX XXXX XXXX XXXX  Florida XXXX  location no matter when I had called.  During the month of XXXX, collections had started calling, but no one could make changes.  In fact, I had spoken with a NFCU collections agent for nearly an hour, if not longer.  She had listened but could not help in the way I needed.  She said, she worked in collections, but she would email personnel.  I was so frustrated, I started venting to anyone whom would listen, but no one made the change for me to begin making payments.  The calls stopped before XXXX XXXX XXXX  I received two packets for mortgage help with that original loan ID, still without change.  The original ID was given to others in my name, so it went into default under my name.  I had tried so hard to prevent this.  Furthermore, after setting and planning my budget, there is no way I was going into foreclosure.  In addition, I planned to make two payments a month, but not on some someone behave.  Let me apologize for misunderstanding that part.  I am sorry, but not something, I would ever knowingly agree too nor with.  \\n\\nNevertheless, hoping to move forward, XXXX XXXX XXXX I called NFCU when I connected with man whom was willing to assist me.  He asked me a few questions, went into my account.  While reviewing he mentioned, the CDs so I asked him, why is it two on file.  I asked him to send them to me.  I told him when I had the closing and that I was still waiting for the final documents.  He said let me check your notes.  After he checked the systems notes, he told me he could not help me but he could email the information and contact to one that could.  He was willing and able until after he read the notes, he suddenly lost his ability to help.  I also found the contact was only another brick wall.  Anyway, I received too, another mortgage help by mail, which I would not need or have if the typo was corrected.XXXX XXXX that received an email from mortgage support, not XXXX, with five documents in the attachment.  While reviewing the attached, I noticed the documents had been processed by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I was baffled, because I had been checking public records almost daily with information given to me, and there was absolutely nothing in the system for the house or myself.  Anyway, I checked public records that day, and nothing was there, still.  Again, I would not need mortgage assist, had NFCU simply changed the Loan ID to that which I had signed, we would not be at this point, greedy.XXXXLater, I received mail postmark date XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that contained a Questionnaire for Confirmation dated XXXX.  It has my name and the address, but thXXXX XXXX XXXX XXXX is different from the paperwork given to me, the Last Deed Book is/isnt correct depending on which deed you are looking atXXXX XXXX XXXX XXXX, I came across two letters from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that they are a debt collector.  And one otherXXXX XXXX XXXX that the house for sale on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I received two more letters from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that the house is for sale on JXXXX XXXX XXXX  At this time, reality kicked had XXXX XXXX XXXX XXXX XXXX so after the New Year, I called the XXXX XXXX XXXX XXXX XXXX to inform them their client had been sending me the wrong bill, but no one answered.  I wished I had used mortgage.  Anyway, I left a couple of messages, but no one respond until XXXX XXXX XXXX5.  I had hoped for Q&A from the firm, but like NFCU, I was ignored. XXXX XXXX XXXX, a man came by, stated he represented the new owner/s.  He said he had no idea of the matter between the lender and me, but he had to take pictures of the damages and evidence the house was occupied.  He asked first, and then took a picture of my feet while I was standing in the door and then he left.  I believed he was videoed the entire encounter.  After he left, I checked XXXX XXXX to see the new owners, but again, nothing was there.  I had told him NFCU was tripping.  My hope was failing gravely. XXXXThere was no hope that NFCU would correct the typo so I considered legal help again.  I called a several firms, including those given to me in my area from you, but it was hard until I contact XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   Distance away, but they were the first to offer assistance.  I had taken their next available, and met with XXXX XXXX who heard my story and copied my documents to review.  Afterwards, I realized I had first contacted the XXXX XXXX but followed up with XXXX.  Regardless, I was grateful.  On XXXX XXXX XXXX, I saw an email from XXXX XXXX that my case had been closed.  I replied with disappointment because I just want the correction before I make payments I signed for.  I thanked her for the consideration.  The next day, XXXX XXXX I checked public records to see had the house sold.  Indeed, it had but the day before instead, which took away my last chance to request the typo be corrected and pay the balance due.  According to the data, it sold to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXe day before and purchased by the sellers agent, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I printed it.  XXXX XXXX, I went to the Tax Assessors office in XXXX  to obtain my records.  My only possessions are the copies given to me XXXX XXXX XXXX  Also what I had received the day after, XXXX when I went back to XXXX XXXX  that was bind by the clip. Anyway, I asked to pay the taxes and for homestead.  I spoke with several representatives in different areas for the purposes.  Regarding the taxes, it was paid by the seller, but NFCUs tax statement states they paid in XXXXXXXX XXXX  She told the truth and public records confirm her.  I didnt know to print at that time, and it was no longer there after updates.  However, I was told I had to register my vehicle to proceed with homestead, but I needed to go to the Tax Assessors office in XXXX to do so and the deadline for homestead was the last business day in XXXX.  And I need a copy of the deed, which I did not have on hand so another representative printed it, with homestead information sheet and handed it to me.  I was surprised because I was told to check public records but absolutely nothing is there for the house or me when I review the information system.  It too had been processed on XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The next day, I went to XXXXXXXX XXXX XXXX XXXX to register and apply, but there were minor issues with my credentials in the previous state that took a few days to resolve, but I managed to register my vehicle and update my drivers license.  Unfortunate me, I took too long because on XXXX XXXX XXXX someone placed a document on the door dated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that the house had been sold on XXXX XXXX XXXX  to the NFCU which was the highest bidder.  I am nuts because I thought they were the owners until I pay it off anyway.  NFCU said they would not sell and will always manage the loan.  This was extremely disturbing because XXXX XXXX XXXX XXXX  public records and NFCUs claims contradicts each other, so on.  I had tried again to find help, but was unsuccessful nearby.  Believing this was just a billing error; I did my best to put it together and filed a complaint against NFCU with CFPB.  At first, I mailed the complaint packet on XXXX XXXX XXXX  CFPB received it on the XXXX according to the status.  I saw an emailed from CFPB asking for more information, so I had called them.  From the call, my understanding was CFPB preferred a PDF file instead, so I did my best and believed I had sent the entire packet via CFPBs portal.  According to their records, I submitted the report on XXXX XXXX XXXX  That same day, I submitted the requested information with CFPB, a man visited and handed me a manila envelope with a court summons inside to appear XXXX XXXX XXXX before XXXX XXXX XXXX  There was no time listed, but on that day, I called the courts and learned it started at XXXX  I was told I had time to get there before it ended, but the session was over by the time I had arrived.  I asked about rescheduling when I was told to contact the filing attorney, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX but I did not.  I so buried in neglect and rejection regarding my first home purchased in accordance, but cannot get that what is requires and expected. XXXX XXXX XXXX I had received four courts-summon reminders form MRLP to appear for Unlawful Entry and Detainer on XXXX XXXX XXXX XXXX XXXX In addition, a court summons from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  On the XXXX, no one representing the plaintiff appeared, but an attorney for XXXX XXXX was asked to step in for them.  Most likely familiar with the process, but not my case, he was given a briefing.  Next, he asked me to speak outside the courtroom.  We went into an office in the hallway to talk.  He asked me did I have any money to pay.  I told him I wanted an attorney.  He said we had to go before the judge, the XXXX XXXX XXXX XXXX.  We returned to the courtroom where I had received a court summons to appear for a motion to set hearing on XXXX XXXX XXXX XXXX  I was given a piece of paper and left.  I submitted a complaint on the Debt Collector with CFPB.  According to the email, CFPB received it on XXXX XXXX XXXX  Between times, I am seeking nearby assistance, but failed to obtain a counselor in time for the hearing.  While in the portal, I saw NFCU had responded, but it was dated XXXX XXXX and case closed promptly.  On the XXXX while collecting the Closing Disclosures to take along for evidence, realized there are two Deeds, trust and a warranty.  For the first time, I saw it was far more than a billing error and the Loan ID was more than a typo, it was criminal.  I included the deeds for evidence.  File in hand, I left for court on the XXXX XXXX, I left for court.  Again, no one was there to represent the plaintiff, and again, XXXX XXXX XXXX filled in for the plaintiff.  The process went the same way, but this time while in the office, the attorney was agitated with me and refused review the reports.  I told him there was a deed of trust.  He inquired, didnt you just sell a house.  I said no, purchased.  Bothered, he told me to get an attorney, he was only filling in. otherwise I until XXXX XXXX to vacate the premises.  I asked if he could me XXXX XXXX XXXX XXXX XXXXo find a place and relocate, which I believed this had been my last time.  Besides, it is not my fault.  He said he would make some phone calls, but doubted I would get the time I was asking and I needed to reconsider.  Then I asked for 30 days, and then he made the call.  While still on the call, he told me I had until XXXX XXXX XXXX and verified it the receiver.  We went back into the court where I thought I had one last chance to present the information, but it was not considered or an option.  The attorney asked the court to change the paper from justice to county.  Instead, it was crossed out, initialed, and copied for me.  I was given the piece of paper and as I was leaving, the acting attorney, for NFCU had walked with me outside the courtroom while constantly reiterating, Get you an attorney like yesterday.  I was upset because that made me felt he knew there is a problem, but he was not direct, which I need to understand.  Anyway, I heard him as I left for, what I thought was my home.  When I got there, I took heed to what I said.  XXXX XXXX XXXX I started searching again for an attorney.  While doing so, I received two copies of the order to go from XXXX XXXX XXXX by mail.  They were stamped and signed, but the case numbers are inconsistent.  The two numbers on the order itself does not match.  In addition, the letter attached has a different case number other than those two.  Meantime, I scored an attorneyXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX whom had an opening that day and worked with me given the distance.  XXXX XXXX with the firm had scheduled me for XXXX that day.  She asked me to bring my paperwork.  I got off the phone and begin to get ready.  I arrived and I met XXXX XXXX of course, I mentioned the CDs, but I also had given him the Deeds.  He took notes while I spoke, but the outcome was expected.  I told him I filed a complaint with CFPB.  He told to file another, and then I told him nothing would change, but I will follow up with feedback before the deadline.  I gathered my things to leave. XXXX XXXX was respectful and helped with my loads.  At the door, I thanked him as he returned the gratitude. \\nHere's what I discovered since XXXX XXXX XXXXTypo is criminal \\nNFCU denies the facts there are several accounts identify me. NFCU tells XXXX XXXX  is a typo emailed from the firm. NFCU tells me no problems but continues to commit XXXX XXXX, the Day Of Settlement: Given five filed. Only one file bares my signature. No seals where required\\n0XXXX, The Day After Settlement: XXXX XXXX XXXX XXXX XXXX files unknown buyer labeled in; my copy dated XXXXXXXX XXXX XXXX does not have the buyer listed; buyer unknown to me. Declaration of Acceptance has two buyers, seller and I; contract date XXXX  Tax Proration and Settlement Agreement. Master Settlement Statement has two pages of page 2 of 3 to incorporate sellers signature, and two pages of page 3 of 3 with two different Settlement Agents. Uniform Residential Loan Application-Lender Loan Information, trust information.XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX denied me access: Loan Officer read the documents before uploading to the portal. My only options were to agree, accept and sign, after that it depend on the document level of access, if any, it would be uploaded and then I could print. XXXX XXXX XXXX XXXX granted access. Files and form never load and/or never available. Closing document were never uploaded, asked for and received XXXXXXXX  Processed, but incomplete and not legalized.\\nSignatures, stamps and seals: Signatures appears copy and pasted. If there, signatures mostly not legible or someone elses. Not one seal and stamps are in doubt. All legal documents are incomplete and yet to be legalize.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXReceived court summons with different case no., final order has three different case numbers alone: 2 numbers different on summons and letter attached had a third.  The others before has different case numbers. Received questionnaire for confirmation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX; Deed states current address as if it will and could change. House was said to sale on XXXX XXXX XXXX  but actually sold on XXXX  according to county records. Warranty deed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX; court summons page XXXX  and Questionnaire for Tax Assessor. CountyXXXX XXXX XXXX installed drains, and alleged sprinklers to all new homes except this one\\nInspections\\nHouse Call, JXXXX XXXX XXXX XXXX XXXX Limited inspection unable to meet the limits and nothing beyond the scopes of my understanding for having more than 20 years of experiences. Noted crumbling foundation as typical cracks. Could not screw in a light bulb but could dismantle an electric box. Ladder against house but no pictures of roof. Suggest DIY or handyman, never a licensed professional. States attic no access/not visible, but could have taken more/other pictures from the location he took the water heart and AC components. Overcharged XXXX  according to his website; XXXX less XXXX XXXX XXXX XXXX XXXX XXXX 36 second video from cleanout to septic but short from it, only put his line middle ways thru the cleanout, not the septic like he states in his video. Never checked any plumbing connection inside or out; not sinks, faucets, drains, toilets, hookups. Because this house deteriorated so fast, believe a preexisting leak that continues. Paid XXXX XXXX XXXX but sellers/titles CD and Master Settlement Statement say payment to NFCU.\\nAppraiser: Report insinuates separate dining. 3 bedrooms, 2 bathrooms with living room/kitchen combo/open concept: report notes 6 rooms, 2 bath; but according to NFCU attachment laundry/bath rooms not included in count, actually has 4 or 5 rooms. Abbreviations sheet missing abbreviations listed in report. Appraised at XXXX  seller listed house as mobile/modular, warranty deed, XXXX  county public records worth  nothing, $XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Information not considered or included for houses value.\\nHouse Conditions\\nTypical cracks are actually preexisting critical cracks prior to purchase. According to the XXXX, the house was completed XXXX the floor crumbled in XXXX XXXX XXXX XXXX the ceiling began to split and the left rear corner foundation broke off, now slopes outward. Driveway split into XXXX XXXX XXXX XXXX. House split in half from left to right and the foundation slab cracked into pieces. Backdoor improperly installed, when it rains it swells. Windows needs caulking from house shifting. After left rear corner sloped, the common bathroom door needs force to close and toilet rocks back and forth. Preexisting electrical malfunctions and\\\\or wiring: Laundry room breaker constantly trips. Front and back entry lights does not and never worked; agent noticed the problem. Rear light switch is missing a switch for the back entry light, front switch there but does not work. Breaker switch in breaker box is faulty; breaker box labeled incorrectly\\nContract: Modified from original/standard XXXX XXXX contract and incompleteXXXX XXXX Seller: Signed electronically with the business name instead of his own. Declaration he signed as buyer and seller, see Day After settlement attached. XXXX XXXX XXXX XXXX XXXX, the Day After settlement page XXXX, and an unknown buyer was added. Same XXXXXXXX  file from XXXX XXXX in the FXXXX XXXX XXXX XXXX  only my signature\\nXXXX XXXX XXXX Agent\\nTold me the blank addendums were for security purpose. She applied for a mortgage in my name that I had no idea, see screenshots. After signing the blank addendums, electronic files were not uploaded or for print; told me I would get them at closing, but that never happened. Volunteered to pay the appraisals increase with her commission to keep me in. Never gave me a penny, NFCU listed XXXX XXXX XXXX XXXX XXXX  credit. Carried it out for NFCU using her connections for an increase in commission. Immediately after closing told me not to contact her anymore. Allowed her inspector connections to overcharge me and present insufficient reports and performances. Not limited because there are others I have missed. Is anything legal in this case? I begged for change to pay my bill, but now I know why no one could help me: all those accounts and documents are not legit, but my money was. I need a home\"","date_sent_to_company":"2025-10-21T22:28:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"394XX","tags":null,"has_narrative":true,"complaint_id":"16736003","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-10-21T20:14:42.000Z","state":"MS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["And one other<em>XXXX</em> <em>XXXX</em> <em>XXXX</em> that the house for sale on <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>, I received two more letters from <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> that the house is for sale on JXXXX <em>XXXX</em> <em>XXXX</em>  At this time, reality kicked had <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> so after the New Year, I <em>called</em> the <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> to inform <em>them</em> their client had been sending me the wrong <em>bill</em>, but no one answered.  I wished I had used mortgage."]},"sort":[6.3804173,"16736003"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":11,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":11}]}},"product":{"doc_count":11,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":2}]}},{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Debt collection","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage debt","doc_count":1},{"key":"Other (i.e. phone, health club, 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