{"took":145,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":17,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6484865","_score":19.834427,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I purchased a dishwasher at XXXX XXXX store and applied for finance. I received the credit card and purchased the dishwasher, and paid nearly {$200.00} extra for delivery and installation. \n\nThe company has botched everything from day XXXX of this. When the delivery guys came they told me they couldnt install it, left it on the outside back porch, and said a plumber would call to schedule installation. The plumber strung me along for XXXX  days, saying they could come to install outside of my work hours, cause I cant take work off for this. XXXX  days later they called to tell me the hours a plumber could come and install which was during my work hours, I told them it was unacceptable and decided to return it since XXXX XXXX lied to me and the plumbing service XXXX XXXX lied to me on several occasions on their abilities to install a dishwasher either on a weekend, or after XXXX XXXX  on weekends. \n\nYesterday I initiated the return process, and am scheduled another week out on XXXX. I have told them countless times I wont be home till XXXX. And last time they delivered it an hour and a half before the window given the night before. \n\nI was told by their XXXX number that the refund and credit card account closure cant happen till they pick up this item Considering this whole fiasco has taken nearly a month and wasted so much of my time, I DO NOT trust them to get this picked up, and refunded, and completely closed before the due date of the bill, affecting my credit score.","date_sent_to_company":"2023-01-25T15:48:30.000Z","issue":"Closing your account","sub_product":"Store credit card","zip_code":"342XX","tags":null,"has_narrative":true,"complaint_id":"6484865","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-01-25T15:31:16.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I received the credit card and purchased the dishwasher, and paid nearly {$200.00} extra for delivery and <em>installation</em>. \n\nThe company has botched everything from day XXXX of this. When the delivery guys came they told me they couldnt install it, left it on the outside <em>back</em> porch, and said a plumber would call to schedule <em>installation</em>. The plumber strung me along for XXXX  days, <em>saying</em> they could come to install outside of my work hours, cause I <em>cant</em> take work off for this."]},"sort":[19.834427,"6484865"]},{"_index":"complaint-public-v1","_id":"8509497","_score":19.753174,"_source":{"product":"Credit card","complaint_what_happened":"I worked with XXXX XXXX  via XXXX XXXX to do our living room & laundry room XXXX XXXX XXXX floors. The quote was provided for a Tile removal and vinyl plank installation but on the day of the job they backed saying they cant remove the tile as it will cause door gaps & they made us to agree for a floor installation on top of tiles. We were cool with it as we will be avoiding a lot of money in labor costs & time. The gentle men finished the job & mentioned the revised bill will be sent to us later. When we received the bill we were surprised to see that only XXXX was refunded from the XXXX plus labor charges quoted. We were charged for labor charged of skim coat which was not at all installed on our floor & was treated pretty badly by the flooring company for several days. We had to actually send them videos of the indoor camera that we use to monitor our newborn baby to confirm that they didnot apply any XXXX XXXX & still was not acknowledged until I had to be on calls with the loan company & chase the flooring company for a month to get a refund. Having a new born & to be put through such a bad treatment & miss treatment is absolutely not right. I want to register this compliant to highlight ethical practices & wrong treatment by the Flooring company.","date_sent_to_company":"2024-04-02T19:26:08.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"45324","tags":null,"has_narrative":true,"complaint_id":"8509497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GREENSKY OPERATIONS, LLC","date_received":"2024-03-08T17:49:57.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["The quote was provided for a Tile removal and vinyl plank <em>installation</em> but on the day of the job they <em>backed</em> <em>saying</em> they <em>cant</em> remove the tile as it will cause door gaps & they made us to agree for a floor <em>installation</em> on top of tiles. We were cool with it as we will be avoiding a lot of money in labor costs & time. The gentle men finished the job & mentioned the revised bill will be sent to us later."]},"sort":[19.753174,"8509497"]},{"_index":"complaint-public-v1","_id":"14018673","_score":17.230116,"_source":{"product":"Credit card","complaint_what_happened":"In XXXX of XXXX I ordered two custom-made doors from Lowe 's for almost {$14000.00}. The doors were misrepresented and I wouldn't have ordered them if they told me the truth. Then after months of dishonest delays they didn't inspect the doors before installing and they were both grossly defective with locking systems that don't work correctly. The installers had no choice but to install after tearing out my old doors but refused to complete the installation saying the doors had to be removed anyway. After months of delays by Lowe 's, Synchrony Bank issued a refund but then demanded it back when Lowe 's bullied them. Then Lowe 's sent two inspectors to my house and they agreed the doors were garbage saying they would never recommend that brand again. Again I filed for a refund but the bank back down when Lowe 's demanded a second inspection. Those inspectors said the doors were garbage and they would have Lowe 's take care of me but Lowe 's refused to do anything reasonable. I tried Synchrony Bank again and they say they can't do anything without permission from Lowe 's. So after replacing broken doors from a lethal break-in my house is now ugly and unsafe since the doors don't lock correctly. I need a refund so I can order appropriate doors from another source since Lowe 's has nothing that is appropriate for my house. I am XXXX XXXX XXXX and tired of being ripped off and having hundreds of my hours wasted while they hold my money.","date_sent_to_company":"2025-06-11T22:45:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"891XX","tags":"Older American","has_narrative":true,"complaint_id":"14018673","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-06-11T22:28:20.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The installers had no choice but to install after tearing out my old doors but refused to complete the <em>installation</em> <em>saying</em> the doors had to be removed anyway. After months of delays by Lowe 's, Synchrony Bank issued a refund but then demanded it <em>back</em> when Lowe 's bullied them. Then Lowe 's sent two inspectors to my house and they agreed the doors were garbage <em>saying</em> they would never recommend that brand again."]},"sort":[17.230116,"14018673"]},{"_index":"complaint-public-v1","_id":"3907673","_score":12.779831,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"As far as Store Credit Cards go ... are there specific regulations controlling the immediate payment from Synchrony Bank to an AC company ( XXXX ) for the full amount of {$6600.00} before the installation even occurs? This means that I am expected to start making payments towards this amount immediately - a mere few weeks later when there have been and still are continued, ongoing unresolved problems re installation, technicians arrive angry and defensive during consumer follow up visits when things go wrong and need to be corrected, total lack of communication between companies employees, angry techs that visit again me due to install problems they themselves created, misleading information provided to consumer from company,  companies installed XXXX system did not pass inspection for XXXX and has not once contacted me re this failed inspection, company withholding warranty from consumer in spite of continued requests where is my warranty and why do they not provide me with a warranty?! Why would a financial institution pay a company before the consumer is completely satisfied, the system is working correctly efficiently, passes inspection, employees are helpful and communicative and are there to resolve any problems or issues for as long as the warranty is held, consumer has said warranty, why pay this company {$6600.00} before they even pass inspection.. or before they even install it? Not sure the exact day XXXX got their full payment but it was probably the day I was approved for this loan, before they came to install it. Most other company always leave you with a warranty the day they arrive but not this one. Arent there any regulations about this? Why is a consumer expected to begin payments to bank, the company has already been paid in full and they dont care about the consumer or the way theyre treated that has to begin payments, why should they when theyve already been paid? I brought all this up to Synchrony Bank and they inform me they put $ {$6600.00} in dispute BUT ... I havent heard  anything about it since I initially called- XXXX except an email I received today XX/XX/19 from Synchrony saying the dispute was RESOLVED on XX/XX/XXXX??? This was of course a no reply email so I couldnt reply back about it but it was very disturbing to hear it was resolved already? How could this be?? Im wasnt asked to send anything, I wasnt told what the resolution is, how could it be resolved without including ME, the consumer? I also had to call Synchrony regarding a problem with my credit report few weeks ago they caused after promising me this dispute would not cause marks on my credit, late fees, interest charges, etc but yet I was- Synchrony charged me late payment fees, weird statements saying my balance was now another {$60.00} owed now, they promised I didnt have to make any payments during dispute, Im very concerned how this dispute wont work in favor of consumer, not sure it ever does. Im hoping this dept will assist me in enforcing any laws that fall under Consumer Protection Financial institutions, in PROTECTING THE CONSUMER, has  Synchrony withdrawn their payment to XXXX, why would this company ever wish to resolve a dispute if theyve already been paid? Why would they care? What is dispute rules in favor of this business even tho they havent passed inspection and I have no warranty? Then Im left having to make payments anyway and my credit is destroyed from Synchrony and XXXX company that cant pass inspection, no warranty, sends out angry technicians that blame consumer for their failures. Then what? How can you help me exactly here? I recently filed a complaint against XXXX  of Florida here as well and dont wish to read their reply since Im sure there are no consequences for them. Its just a reply and its their choice to reply or not. Same goes here for Synchrony - if no reply - then what, not sure what the actual advantage is here for a consumer like me.","date_sent_to_company":"2020-10-20T01:00:42.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"33543","tags":null,"has_narrative":true,"complaint_id":"3907673","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2020-10-19T23:58:24.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I havent heard  anything about it since I initially called- XXXX except an email I received today XX/XX/19 from Synchrony <em>saying</em> the dispute was RESOLVED on XX/XX/XXXX??? This was of course a no reply email so I couldnt reply <em>back</em> about it but it was very disturbing to hear it was resolved already? How could this be?? Im wasnt asked to send anything, I wasnt told what the resolution is, how could it be resolved without including ME, the consumer?"]},"sort":[12.779831,"3907673"]},{"_index":"complaint-public-v1","_id":"3707788","_score":12.719311,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I applied for a loan on Monday XXXX XXXX, started my allotment on XXXX XXXX. I called the company several times on Monday the XXXX and Tuesday the XXXX asking if there was anything else needed and they kept saying no. After several hours of no movement of my application I called back again on both days and then they would tell me something else is needed. The company fails to reach out to costumers basically not trying to help expediting the process. They constantly prolongs the process. This company had terrible reviews. Every review they have is bad and I didnt notice that until after I got involved with them. My loan was finally approved on Tuesday XXXX XXXX at around XXXX XXXX  EST on the online site. The status stated funded. I talked to a lady named XXXX who told me that the money has been released to your bank on Wednesday and I would need to wait 24-48 hours. Now I fast forward to XXXX XXXX Friday and I still have no money. I call and email and they tell me the same thing 24/48 hours and at the point Im past 72 hours. Today is Saturday XXXX XXXX and I still have no money. The company isnt replying to my emails when I call they give me the run around. They tell me what I wan na hear but they are doing nothing. My mother has been evicted because she cant pay her rent, shes XXXX and this loan was for me to help her. I needed the money by Friday the XXXX which was plenty time for the company to fund me but they have failed seriously. Ive contacted my personal back 3 times and they told me that there is no pending deposits from anywhere. My bank asked me to get a trace number for my loan. I asked armed forces for the trace number and they told me there was not a trace number. I think this company is scamming people. They owe me {$2200.00}. Please help me hold this installation accountable for the mistreatment of customers. It seems as if they dont care about peoples needs and they dont put a sense of urgency on anything. They just prolong the process and go home and dont contact anyone about anything furthermore, their office is closed all weekend so if u dont get anything during the week you are XXXX until Monday. In my case I never got any kind of answer about where my loan is and now Im left with no money for the entire weekend and there is nothing I can do about it. They are closed there is no after hours line, there is no emergency line or anything.","date_sent_to_company":"2020-06-20T12:49:15.000Z","issue":"Problem with additional add-on products or services","sub_product":"Personal line of credit","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3707788","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Armed Forces Loans of Nevada Inc.","date_received":"2020-06-20T12:27:54.000Z","state":"NC","company_public_response":"Company believes complaint caused principally by actions of third party outside the control or direction of the company","sub_issue":null},"highlight":{"complaint_what_happened":["I called the company several times on Monday the XXXX and Tuesday the XXXX asking if there was anything else needed and they kept <em>saying</em> no. After several hours of no movement of my application I called <em>back</em> again on both days and then they would tell me something else is needed. The company fails to reach out to costumers basically not trying to help expediting the process. They constantly prolongs the process. This company had terrible reviews."]},"sort":[12.719311,"3707788"]},{"_index":"complaint-public-v1","_id":"2908753","_score":12.628546,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"OnXX/XX/XXXX I contacted XXXX XXXX  of XXXX florida for an estimate to remodel 2 bathroom showers. The Owner, XXXX XXXX, came out onXX/XX/XXXX and gave me an estimate for the job. I asked if they offered 3rd party financing and he stated they used a company known as greensky credit which offered 18 months of no interest finiancing. The contract price that XXXX XXXX gave me was for {$12000.00}. I submitted my credit information online to grensky credit for {$12000.00} and I was approved for {$12000.00}. A week later, on XX/XX/XXXX I sent XXXX XXXX  an email stating that I wanted to change 2 things on the showers. Instead of covering up both windows in the shower, I want to keep them exposed. He never responded to the email nor did he ever call me saying there would be any change in price or any additional fees. 3 weeks went by of no communication from XXXX XXXX, so on tuesday, XX/XX/XXXX, I called XXXX XXXX  and asked for an eta for installation. He said he would call me back with an eta but never did. Again I called XXXX XXXX  on XX/XX/XXXX and was again told he would call me back with an eta for installation, but never did. On XX/XX/XXXX I sent XXXX XXXX  an email asking for an eta for installation. He never responded. I sent another email on XX/XX/XXXX, stating that if I did not hear from him that I wanted to cancel the job. again he never responded. Finally on XX/XX/XXXXI sent XXXX XXXX  a XXXX  message asking for an eta for installation and if I didnt get a response that I was gon na cancel the job. His wife, XXXX who is also part owner of XXXX XXXX responded with an eta for installation on XX/XX/XXXX through XX/XX/XXXX. I responded to the email on XX/XX/XXXX stating that I wanted to cancel my order as I was never told installation would be so far in the future. I contacted greensky credit on Wednesday,XX/XX/XXXX and filed a dispute and the case was given to XXXX XXXX. I also filed a XXXX XXXX XXXX  Dispute, case # XXXX. On Friday, XX/XX/XXXX, I sent XXXX XXXX, emails of communication with XXXX XXXX and pictures of both contracts from XXXX XXXX. Finally XXXX Said that I could not cancel my order as there was nothing on the contract stating eta for installation plus XXXX XXXX had already ordered parts that could not be returned and that I had to give XXXX XXXX  the oppurtunity to do the job.\n\nAfter weeks of communication with XXXX XXXX  at XXXX XXXX, their installers finally came out to my house and performed the remodel onXX/XX/XXXXwhich included removal of the master bathroom shower walls, bathtub and spare bathroom bathtub and shower walls and installation of the new shower walls and bathtubs, along with glass doors. As I was out of town for the week, When I got home on XX/XX/XXXX, I inspected the work and noticed multiple issues. Both Shower glass doors didnt fully close, had gaps at the tops, both shower glass doors would roll back open when closed, the shower base had a major creaking noise from the center of the shower when you would stand on it, window trim kits were not level, the sealant bead around the shower walls was seperating in multiple areas, there was a loud popping noise from the center of the shower in the spare bathroom after taking a shower. I immediately sent the owner, XXXX XXXX a text message with pictures of all the issues. XXXX XXXX sent their installers back out on XX/XX/XXXX to fix the initial issues but created a bunch of new issues. Horrible sealant beads through out both shower door rails, instead of running a new sealant bead and removing the old sealant bead, they just put a second layer on top of the first that was done horrible, installed shims behind the shower glass door rails to place the rail closer to the door, put a hole in my wall outside of the spare bathroom leaving the broken pieces of the wall inside the wall and then spraying a foam inside the wall around the shower base to try and cover up the noise, then placing a cheap vent cover on the wall instead of fixing the wall correctly and painting it. All of this information was sent to XXXX XXXX  via text message to the owner, XXXX XXXX and again I Contacted XXXX XXXX at greensky via email onXX/XX/XXXXand told her I wanted to dispute the entire transaction. I sent her over multiple emails from XX/XX/XXXXthroughXX/XX/XXXX. Sent over a bunch of emails with pictures, videos of the issues including the form left behind by the company for me to sign which gave them permission to charge my account which I never signed.\n\nOnce again was told by greensky credit, via XXXX XXXX, they I had to let the contractor ( XXXX XXXX ) try and resolve the issue. So the owner of XXXX XXXX, XXXX XXXX  and his wife, XXXX XXXX, came out to my home onXX/XX/XXXX for me to show them all of the issues done by their installers. XXXX XXXX  assured me, via text message, that all of these issues would be resolved.\n\nFinally, XXXX XXXX sent their installers out for a third time on XX/XX/XXXX They replaced the spare bathroom bath tub and redid all of the other issues that I had addressed to them. The Owner, XXXX XXXX, sent me various pictures showing that all issues were fixed. When I got home, found multiple problems after. Numerous scratches on the walls, numerous scratches on the shower rails, crack in the tile floor, back shower glass door in the spare bathroom did not slide along the shower door rail, both shower heads in both showers loose in the walls, a piece of wood shoved behind the shower door rail in the master bathroom to try and move the rail closer to the shower door to correct the gap, and still did not correct the loose walls in the master bathroom, sanded down a section of the wall in the spare bathroom to correct a humb in the wall but never offered to repaint.\n\nAt this time, I started to contact both the manufactures of the shower doors and the shower wall companies that the contractor used to ask if the job was being done correct. Sent Various pictures and emails to XXXX XXXX  at XXXX XXXX, the manufacture of the shower doors and rails that XXXX XXXX uses and emails with pictures and videos to XXXX XXXX  at XXXX XXXX, the manufacture of the shower walls in which XXXX XXXX uses. I Recieved emails back from both manufactures that XXXX XXXX  was not doing the job correctly and lying about certain repairs that they claimed were recommended repairs from both manufactures. XXXX XXXX at XXXX XXXX  confirmed that Installing a piece of wood to gap out the shower rail was not a recommended repair. He said to fix out of square conditions in the wall, They supplied a ripped filler. XXXX XXXX  at XXXX XXXX told me the issues I was having with the walls being loose were due to installation and not the product. I sent all of these emails to XXXX XXXX as I wanted my money back. XXXX XXXX  also advised me to get a second opinion, in writing, from another bathroom contractor of all the mistakes and issues created by XXXX XXXX. OnXX/XX/XXXX I contacted XXXX XXXX XXXX XXXX XXXX  who came to my home and put in writing, 2 contracts, all the issues created by XXXX XXXX   and everything needed to correct the issues and these were emailed to XXXX XXXX  on XX/XX/XXXX. I was told by XXXX that all of this info would be forwarded to the dispute team at greensky credit. My dispute was handled by XXXX XXXX at Greensky credit. During the Entire time of my dispute, I never once heard anything from XXXX XXXX  regarding my dispute. I spoke to XXXX XXXX  regarding the claim onXX/XX/XXXX and was told she would call me back on Monday,XX/XX/XXXX with an update but never called me. I sent XXXX XXXX Emails on XX/XX/XXXX andXX/XX/XXXX asking for updates to the case at which time she did not respond to either email.\n\nFinally on XX/XX/XXXX, I recieved an email from XXXX XXXX  at greensky credit that greensky investigated my dispute and determined that all of my issues and disputes with the merchant needed to be directly worked out with the merchant and that greensky would not help out.\n\nNow here are my issues. First, I applied for the loan with greensky credit for {$12000.00} on XX/XX/XXXX and was approved for {$12000.00}. Sometime between XX/XX/XXXXand XX/XX/XXXX my account limit with greensky went up from {$12000.00} to {$13000.00}. This was the {$700.00} difference for the window trim kit needed to allow for my windows in both showers to still be visible. My huge problem is, never once was I told their would be an additional {$700.00} charge for this Window Trim kit, nor did I ever give XXXX XXXX  authorization to request, through greensky credit, an additional {$700.00} through my credit. I complained about this in the dispute through greensky credit, but it was never addressed.\n\nThe second issue is, onXX/XX/XXXXthe installers for XXXX XXXX left me a borrower payment certificate to sign. This stated that I acknowledge reciept of the greensky installment loan agreement with the lender, I instruct the lender to disburse to contractor the proceds of this agreement in the amount specified below, and that I confirm there has been satisfactory delivery of all equipment, goods and services by the contractor and if any installation was included in the contract, there has been satisfactory completion of such installation. I have never signed this agreement. I still have the original copy that I never signed. I sent an email to XXXX XXXX  on wednesday XX/XX/XXXXspecifically asking her what the purpose of this agreement is and sent her a picture of it. She replied on XX/XX/XXXXthat this is my signed authorization for the merchant to process transactions on my account. So if I have never signed this, why has XXXX XXXX  been allowed to process {$12000.00} without my authorization and then submit my credit information for an additional {$700.00} without my authorization???? When I called greensky credit on Thursday,XX/XX/XXXXto again ask this same question, I am now being told this form is used when the merchant wants to make additional charges to the account after the purchase window has closed. That makes no sense as nowhere on the form does it state anything about additional purchases. I sent XXXX XXXX  an email on Wednesday XX/XX/XXXX for her to call me to discuss this form. She called me on Wednesday, XX/XX/XXXX and told me she would look up the form and call me back on Thursday, XX/XX/XXXXbut refuses to call me. I again emailed her on Thursday, XX/XX/XXXXwith a copy of the sheet, but she will not call me back. I believe greensky credit realizes they have dropped the ball on this entire transaction but refuse to acknowledge it and refuse to make it right. Since I started disputing these claims back in XX/XX/XXXX, Every phone call to Greensky credit goes nowhere. I am always told someone would call me back but no one ever does. I am also told conflicting information by different employees.\n\nMy third issue is the only reason I applied for the loan through greensky credit is because XXXX XXXX  along with greensky credit, offered 18 months of no interest financing. What I was never told before I applied for the loan is that interest accumulates at the beginning of the first transaction which makes paying this loan off, in full, during the 18 months near impossible. The purpose of a 18 month interest free loan is exactly like it says, to not charge any interest for 18 months. I have made 9 payments since XX/XX/XXXX, totaling {$2700.00}, my balance started off at {$13000.00}, after {$2700.00} payments my balance should be {$10000.00}. But instead its over {$13000.00}. So basically all I have been paying is interest which is a complete lie to what I applied for. Now I have to take out a seperate loan to pay this one off as I was lied to about the details of the loan. And I dont see any of this untill a few weeks after I applied for the loan.\n\nMy Fourth issue is I believe XXXX XXXX  is not a Licensed Business. XXXX XXXX claims to carry Florida License # XXXX as shown in the emails to me, but when this number is entered into the florida Dept. of business and Professional Regulations website, no such license number exists. Nothing on their contracts show any license information nor do they show any warranty information nor any cancelation policy or any information for that matter. According to Florida Law 501.031, XXXX XXXX should of had in writting, on the contract next to my signature, a written notice of my right to cancel. Both contracts should of also of had an explanation of my rights to cancel. non of this is on either of the 2 contracts I signed. I have requested multiple times to cancel this job even before it started. Each time being told I cant because there is nothing about it on the contract. According to florida law, Failure to include specific disclosures in a home improvement finance contract is a violation of Florida Statutes 520.73. Also according to florida law, Failure to include the disclosures required by 12 Code of Federal Regulations 226.15 extends the right of rescission to three years ( rather than three days ).\n\nAs of right now, sunday,XX/XX/XXXX my 2 showers still have the same issues as they did from the last time XXXX XXXX  came out on XX/XX/XXXXand have not been corrected. Some of the original issues have returned. The sealant bead around the base in the master bathroom is starting to open up again due to the loose walls. The shower floor on the master bathroom shower is starting to creak again when standing on. I have explained to greensky credit, on multiple occassions, why must I continue to be forced to do business with a contractor, who greensky uses and provides financing too, that has not been doing the job correctly, plus did not do the contract correctly. I have supplied, on several occasions, muliple emails with pictures, videos of all the issues. Supplied Greensky credit with emails from the manufactures that XXXX XXXX is not doing the installation correctly. I supplied Greensky credit with 2 estimates from a second bathroom company of everything done wrong by XXXX XXXX and what needed to be done to correct it. The only response I get from greensky is to deal directly with the merchant. I have given XXXX XXXX 2 oppurtunities to make this right after the initial visit for installation. I have contacted XXXX XXXX again by email on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to correct these issues and they are blowing me off. Since XXXX XXXX  has already been paid for this job, they dont care anymore.\n\nI am asking greensky credit to refund me in full the {$2700.00} I have so far paid and clear my remaining balance to XXXX as I have not authorized any transactions at this point, this been proven by the borrow payment certificate that I have never signed. Also Considering the contract that XXXX XXXX wrote up did not contain my right to cancel as a buyer. I refuse to be told by a finance company that I have no recource against a contractor ( WHO GREENSKY USES ) who is not doing the job correctly, and is not writting up their contracts correctly, this after providing multiple documents showing proof. If I would have known that greensky does not monitor the contractor 's quality of work, I would have never signed up for this loan. Again, information I did not see untill after applying for the loan and getting it in the mail. I want my money back and balance placed to XXXX so I can find another company who can come out and do my bathroom remodel with no issues.","date_sent_to_company":"2018-05-16T09:22:25.000Z","issue":"Problem with additional add-on products or services","sub_product":"Installment loan","zip_code":"33027","tags":null,"has_narrative":true,"complaint_id":"2908753","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GreenSky, LLC","date_received":"2018-05-16T08:55:45.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["He never responded to the email nor did he ever call me <em>saying</em> there would be any change in price or any additional fees. 3 weeks went by of no communication from XXXX XXXX, so on tuesday, XX/XX/XXXX, I called XXXX XXXX  and asked for an eta for <em>installation</em>. He said he would call me <em>back</em> with an eta but never did. Again I called XXXX XXXX  on XX/XX/XXXX and was again told he would call me <em>back</em> with an eta for <em>installation</em>, but never did."]},"sort":[12.628546,"2908753"]},{"_index":"complaint-public-v1","_id":"19444088","_score":12.062957,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXX Subject : Complaint against Comenity Bank for Violation of the Fair Credit Billing Act Merchant Name : XXXX XXXX Location : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX Dates of Service : XX/XX/XXXX XX/XX/XXXX Description of Complaint : I am filing this complaint regarding my credit card issuers handling of a billing dispute involving goods not delivered as agreed. \n\nI contracted with XXXX carpet of XXXX XXXX XXXX on XX/XX/XXXX with a 50 % deposit of {$4400.00} for the purchase and installation at my second home. The estimate specifically states XXXX luxury vinyl flooring. When I returned to my home it was immediately apparent that the flooring installed was incorrect. It was XXXX brand flooring, which does not match the estimate. \n\nI have documentation and photographic evidence showing that the installed flooring is materially different from what I agreed to purchase and for what I was pre-charged. \n\nI submitted this evidence to my credit card issuer as part of a formal billing dispute, twice. Despite clear, objective documentation, the issuer denied my dispute and ruled in favor of the merchant. The decision appears to rely solely on the merchants inaccurate bill not matching our contract, rather than a reasonable review of the evidence provided, of bill not matching estimate.\n\nIt is my understanding that under the Fair Credit Billing Act and Regulation Z, a charge is disputable when goods or services are not delivered as agreed or are misrepresented. The issuer is required to conduct a reasonable investigation. In this case, it appears the issuer failed to do so, ignored documentary evidence, and improperly denied my claim. I feel this is unfair billing practices. \n\nXXXX XXXX currently states that I would not let them come in and fix the error. A phone call from the owner only consisted of yelling, insulting, saying I can't have a floor for free, that I must be a rich lady not paying my contractors and that I have to assume at least 50 % of the cost. I did not request them to come back into my home, nor did they offer. These floor planks will have to be trashed once I hire another floor store. In the meantime, I need a floor and I do not trust them to remove and install. The owner admitted her error and only wanted the deposit. She has been nasty to me for posting reviews of my experience with her business. \n\nThis merchant displays unprofessional business practices toward me as a disgruntled customer, as well as misrepresentation to the bank. \n_____ Attachments : The original written estimate specifying XXXX  flooring Photographs of ordered flooring ( front/back showing XXXX  product name ) Photographs of installed incorrect flooring and leftover boxed planks clearly labeled XXXX XXXX invoice submitted by the merchant to the credit card company that does not match the estimate for materials Thank you for your attention to this matter.","date_sent_to_company":"2026-02-12T09:10:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"19444088","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2026-02-12T08:30:42.000Z","state":"NJ","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["A phone call from the owner only consisted of yelling, insulting, <em>saying</em> I <em>can't</em> have a floor for free, that I must be a rich lady not paying my contractors and that I have to assume at least 50 % of the cost. I did not request them to come <em>back</em> into my home, nor did they offer. These floor planks will have to be trashed once I hire another floor store. In the meantime, I need a floor and I do not trust them to remove and install. The owner admitted her error and only wanted the deposit."]},"sort":[12.062957,"19444088"]},{"_index":"complaint-public-v1","_id":"8034401","_score":11.130017,"_source":{"product":"Credit card","complaint_what_happened":"I took my XXXX XXXX XXXX XXXXXXXX XXXX and XXXX. in XX/XX/2023 for torque tube replacement. The tech, XXXX, said it didn't need to be replaced and that he could just rebuild it if I bought the parts he advised me to get. I brought all the parts per request from XXXX XXXX XXXX XXXX to return the car to me on XX/XX/2023. The car stopped at a traffic light and waited XXXX hours for a tow from my insurance company. I reached out to XXXX XXXX, at XXXX employee, on XXXX, and he said he would pick up the car on XX/XX/2023. He kept the car for XXXX months : XXXX, XXXX, XXXX. Meanwhile, I reached out to the credit card company to file a dispute. I kept them updated on the process, and I explained to the credit card company that XXXX XXXX XXXX  would tow the car back to me XXXX hours away. The next day, when I got in the car, it happened again. So they told me to get another second opinion from another shop, which I did, and I asked about the time frame due to me just getting the car back from XXXX XXXX ; they kept the car there for months, and the tech, XXXX, did not do the installation correctly and did not use the parts he asked me to order. XXXX XXXX was using XXXX, and you can not use that in a XXXX. He did not measure the rear XXXX endplay, which caused the engine to lock up and the starter to burn. He also caused the main fuse to blow and put the exhaust pipe on backwards. I have taken my car to another shop to check over his work. Also, XXXX was reaching out to our XXXX XXXX, who told him if he didn't do the measurements, it could cause the engine to fail and that what exactly happen I have him omitting to be did not do this in a text. I reached out to the credit card company with Navy Federal Credit Union. I explained to them my car is at another shop I had it tow there in XXXX after XXXX the shop owner at XXXX XXXX explained to me he can't get to it until in XXXX week of XXXX I reached out to my credit card company by phone and e-mail told them is there any time frame and they told me get the other invoices in when when I can nothing said about any time frame due to my circumstances when getting the other shop to look at the car vacancy I first file the claim they denied it saying they are needing more information I did that got what they needed after I filed the appeal they got what they needed and now telling me the credit card company saying past the 60 days for charge back when I explained to them that car at another shop I haven't drove my car for 7 months now I am going have get whole new engine due to XXXX XXXXt and XXXX  telling a lied he knows how to work on XXXX  XXXX stated to me and my son if something he did he will pay now he refusing and my credit card company not refunding me the money I paid for services I did received I have everything.This is wrong and I was scammed and the shop needs to take responsibility for their actions. The tech XXXX at XXXX XXXX lied about know how to work on XXXX  I find out they did this to another guy car I have his information as well also I call the XXXX XXXX of Georgia they couldnt find any business license in that name also ask tech XXXX about his credentials it took me 4 months to get invoice and the one he sent me has now been changed I asked for torque tube replacement XXXX said torque tube was find he could rebuilt the one that came with the car. XXXX my bolts on my XXXX.and more also the starter was smoking see the other shop invoiced they said small fire under the starter","date_sent_to_company":"2023-12-20T21:17:27.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30016","tags":"Older American","has_narrative":true,"complaint_id":"8034401","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2023-12-20T20:43:34.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["So they told me to get another second opinion from another shop, which I did, and I asked about the time frame due to me just getting the car <em>back</em> from XXXX XXXX ; they kept the car there for months, and the tech, XXXX, did not do the <em>installation</em> correctly and did not use the parts he asked me to order. XXXX XXXX was using XXXX, and you can not use that in a XXXX. He did not measure the rear XXXX endplay, which caused the engine to lock up and the starter to burn."]},"sort":[11.130017,"8034401"]},{"_index":"complaint-public-v1","_id":"13143830","_score":11.063519,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"XXXX XXXX used deceptive sales tactics to convince me to sign agreement with XXXX XXXX for a solar panel system installation for my home. XXXX XXXX promised that they have a 100 % guarantee on their service, stating any damages to home accidentally caused by solar install would be corrected, and if solar system was not working after install, that loan payments to XXXX XXXX would be reimbursed, as well as, electric bill reimbursement of 80 %. They told me their system will produce 80 % of the energy my home needs, but the system has never worked because they did not finish setting up the needed software and some panels were not even connected to the system. After installation, but before the permission to operate was granted, my home 's main breaker started overheating and turning off. Had to place an emergency call for the XXXX XXXX XXXX XXXX, to make the system safe by disconnecting the solar system. Then we noticed our roof started leaking from an area where the panels were installed. XXXX XXXX said they would remedy all the issues at zero cost to me. They sent 3 months of loan payment reimbursements, but never sent any electric bill reimbursement, even after providing the electric bills to them multiple times. They replaced the main breaker, but never fixed the roof leak, or finished setting the system up. After multiple calls and emails, I finally received an email back saying they went out of business. XXXX XXXX  informed me in a letter that the new loan servicer would XXXX XXXX. After opening multiple complaints with both XXXX  and XXXX ( they kept closing the cases without informing me for over a year ), XXXX finally agreed to send a solar tech and roofer to look at the issues. The solar tech confirmed the system was not operating and the roofers confirmed my entire roof needs to be replaced. After they received the quotes needed for the repairs, they closed my case, AGAIN, and did not inform me. I opened ANOTHER case, and this time they sent a new solar tech from XXXX XXXX XXXX XXXX. He found out XXXX XXXX never finished the system set-up and that two panels were not even connected to system at all. He also found a hole in my roof underneath some panels that the roofers could not see, and he patched that hole, connected the two panels, installed all the software to the system, and got the panels working for the first time since they were installed in 2023. He also noticed that when the main breakers was replaced, the connection they used was unconventional and needed to be addressed. He also noted all the damage to roof was extensive and the roof does need to be replaced. \nMeanwhile, I have been drafted payments for loan ( which I have now canceled ) and interest continues to accumulate on the loan. This is a terrible business practice, so when I called XXXX XXXX to address these issues, they told me that a company called XXXX XXXX XXXX is the owner of the loan and that only they could resolve those issues. I found a phone number online for XXXX XXXX XXXX, but when I called the number, they stated their company name as Wollemi Acquisitions. I asked if I could talk to someone about my loan and was told to speak to XXXX XXXX. I told them that XXXX directed me to them because they could address my concerns. I then asked to speak to a supervisor and was told they were unavailable, so I asked to leave them a message. I was told \" the supervisor does not have a direct line or voicemail available. '' That's when I knew this was a scam, how's does a person of that type of position in a company \" not have a direct line or voicemail '' ...? Very fishy, so I decided to look up Wollemi Acquisitions on the XXXX site and there are only 1 star reviews for them, they seem to be deceiving other consumers, as well. This whole situation has been a nightmare, all I wanted to do was something good for the environment, to lower my carbon-footprint, reduce energy costs for years to come, and increase the value of my home... however, the opposite has happened to me, and now I can't even get ahold of someone from the sketchy company to file a complaint. I have also reached out to a lawyer for legal advise, as I have been truly scammed here.","date_sent_to_company":"2025-04-23T18:02:12.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Personal line of credit","zip_code":"299XX","tags":null,"has_narrative":true,"complaint_id":"13143830","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIGY USA CORP.","date_received":"2025-04-23T16:47:58.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After multiple calls and emails, I finally received an email <em>back</em> <em>saying</em> they went out of business. XXXX XXXX  informed me in a letter that the new loan servicer would XXXX XXXX. After opening multiple complaints with both XXXX  and XXXX ( they kept closing the cases without informing me for over a year ), XXXX finally agreed to send a solar tech and roofer to look at the issues. The solar tech confirmed the system was not operating and the roofers confirmed my entire roof needs to be replaced."]},"sort":[11.063519,"13143830"]},{"_index":"complaint-public-v1","_id":"3479049","_score":10.62063,"_source":{"product":"Checking or savings account","complaint_what_happened":"My wife has a contract for card processing services as merchant service from Bank of America. \n\nMy wife signed up the merchant service and lease the equipment on XX/XX/XXXX. When she signed up the contract, the BoA consultant said we need to pay the 1 % card fee and the equipment lease fee ( {$35.00} ) per month. My wife confirmed it several times and every time his answer was 1 % card fee and the equipment lease fee. \n\nWhen we got the first bill, it was a higher than we expected. So, she called him and complained. He said \" It is a first bill. So, there are some other fee such as installation fee and etc. Next bills, you only see and pay the 1 % card fee and the equipment lease fee. '' We believe so, we paid the first bill. When we got the second bill, it was also too higher than we expected. She called him and complained. At these time, his word was same. So, she asked if your word is right, why the bill is too much higher than I used. Then he said \" I will check and call you back. '' After day, he said \" There are interchange fee which is from Visa, Master, discover and XXXX. Also There are PCI fee, Visa Auth fee, XXXX Auth fee, Batch fee and etc. You have to pay all. If you want to cancel your lease and return it ; it will cost {$790.00} because you have 3 years contract. '' She complied \" I asked several times before making this contract about fees. You every time said I only need to pay 1 % card fee and equipment lease fee. I asked over 20 times and you answer was same all the time. Right now, you are saying there are many fees. I can't accept it. Why don't you tell me all fee. You have to give me all fee 's information. '' Finally, the cancelation fee is fixed, but I thought it is Fraud contract. \n\nSo, I request to refund all my wife paid that related with the merchant service and any fees ( My wife paid around {$300.00} until now for the service. ), and to be reimbursed for my time and my mental shock to correct their Fraud to them. \n\nI was talked with their Sr. Client Services Analyst, and they insisted my wife signed the contract that the fees are appeared. \n\nSo, I requested to the copy of the contract then they show me the contract paper. \n\nThere are initials and signatures that are not my wife 's. \n\nThese are a fakes and the contract is totally forged by the Bank of America. \n\nAlso, my wife provided the business information and personal information on XX/XX/XXXX, but the documents that they insisted my wife 's signed are on XX/XX/XXXX. \n\nIn addition, before the Sr, Client Services Analyst show me the contract paper, we didn't know the existence of the contract. \n\nThey were used their customer ( me ) 's personal information without my permission. \n\nAlso, they made a fraudulent contract using forged signatures and initials.","date_sent_to_company":"2019-12-27T22:19:01.000Z","issue":"Opening an account","sub_product":"Other banking product or service","zip_code":"90057","tags":null,"has_narrative":true,"complaint_id":"3479049","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2019-12-27T21:55:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["Right now, you are <em>saying</em> there are many fees. I <em>can't</em> accept it. Why don't you tell me all fee. You have to give me all fee 's information. '' Finally, the cancelation fee is fixed, but I thought it is Fraud contract. \n\nSo, I request to refund all my wife paid that related with the merchant service and any fees ( My wife paid around {$300.00} until now for the service. ), and to be reimbursed for my time and my mental shock to correct their Fraud to them. \n\nI was talked with their Sr."]},"sort":[10.62063,"3479049"]},{"_index":"complaint-public-v1","_id":"3178872","_score":9.928863,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"On XX/XX/XXXX I went to XXXX XXXX XXXX in XXXX XXXX NV. I hired them to order and install 1500 sq ft of laminate flooring, minus 2 landings, and the treads of 4 stair cases, planning to tile the risers later. I took out a 0 % interest/12 month installment loan. I ordered 3 different laminates. The salesman over-ordered all the laminate, but when it came to the stairs he ordered at least twice as much, enough laminate for both treads and risers. The only product I didnt see at all were the matching bull noses for the stair laminate. The job got pushed to the XXXX hour because he couldnt get the materials when promised ( installed before my move in date at the end of XX/XX/XXXX ) but suddenly did - I mention this because its important when it comes to the bullnoses. \n\nThe installation went fine until it came to the stairs. The installer didnt speak English very well and the salesman, XXXX XXXX, didnt communicate with him very well either. When I told him the risers werent to be tiled, he assumed the extra laminate must be for the landings. I didnt want to get him in trouble and it wouldnt look bad with the steps, thought Id just leave it be but asked for the extra install to be removed from the bill. The salesman blew me off. Next day I caught the guy having installed both risers and treads on 4 steps. I explained to him what I had planned, and he explained to me that I had to install the tile 1st, not after as I had imagined. XXXX couldve explained this to me, but frankly I dont think he was really paying attention in retrospect. I tried to get tiles, couldnt. We ran thru a bunch of potential plans, maybe just install treads until I could get tiles, stuff like that. Then I saw the bullnoses - they were not at all what I expected. If Id known what they looked like, I never wouldve ordered them. If I couldve gotten tile I might have lived with it just to get it done, but I couldnt. So I wanted different bullnoses, a flush mount, and was going to go down and talk to the owner. \n\nThe owner refused to meet with me in person, only agreed to a 3 way call, during which XXXX lied thru his teeth ( I have proof of everything said via text message, included here ) and the owner totally backed him up. They said what I wanted was a crazy fantasy, we should just part ways and theyd kick me back a check towards the loan. He left that in XXXX hands, who then totally ignored me. So, I finally filed a dispute with Synchrony Bank in XXXX, who the loan is through. They got a response letter from the owner, who also lied through his teeth, which I can also prove, included here. In the letter he agreed to remove {$960.00} - {$40.00} for the installation of each step except for 4 he claimed were completed. Theyre not, by the way. No one from Synchrony ever even spoke with me, did not give me a chance to present evidence. They just took him at his word and decided against me - without even deducting the {$960.00} he admitted to in his response letter, which I received a copy of in XXXX with the decision. It too is included here. \n\nI finally had a way to contact the disputes dept because of this mail packet, so I called and has to file a 2nd dispute, to get the, to remove the {$960.00} and other items that should be removed ; incorrect and over-ordered materials, the 4 stairs that were not completed & uninstalled floorboarding. This time I was allowed to fax them my evidence, so I put together all the materials I am sending you. Text messages, billing disputes, photos of the extra materials, the unfinished 4 steps, and a page from the Nevada Attorney Generals Office as to what constitutes a deceptive business practice. There was also some questioning of the total billing itself, clear discrepancies- Ive included a copy of the two bills side by side. As you can see, I did not sign the higher bill to the left, the one submitted to Synchrony Bank. Also included is a photo of something Ive found out since - not only were the bullnoses I expected east to find, but theyre the actual matching bullnoses. In his rush to get them in time as promised, Mr. XXXX ordered bullnoses that clearly dont even match the laminate in question. I also mailed a packet containing all of the evidence, in case it came out badly on the other end of a fax machine. \n\nIn late XXXX, I received a letter that they agreed to remove the original {$960.00} that the store owner admitted to in his response. Synchrony has handled this so badly I have a hard time believing its legal for businesses to treat people the way theyve treated me. I have very clear evidence of lies, unfinished work not admitted to if someone just bothered looking at it. Synchrony has never reached out to me once, and made it very difficult to file a dispute to begin with. Their job is to investigate and fix billing discrepancies, and Im pretty sure they never looked at any of this stuff. It was definitely discouraged to file a dispute, especially the 2nd time. I was told to not even bother by the 1st employee from that dept I spoke with. They say its all recorded, and that call took place on XX/XX/XXXX, with XXXX, employee # XXXX. I would think theyd care if they were dealing with a dishonest vendor, but apparently they dont. I had thought my only recourse left was small claims court, but a contractor who is suing the store reached out to me thru XXXX, letting me know that they were going out of business and that its be impossible to collect from them. Then I found this website. \n\nIt cant be ok for businesses to do this to people, both the store and especially the bank behind them who couldve/shouldve fixed this situation. I believe the store is going out of business this month, XXXX. At this point however, its the Synchrony Bank I hold responsible - twice they totally brushed off my case when I clearly have one. I shouldnt have to be the one to eat the losses on this, not when they had two chances to make it right between myself and the store, when I sent them proof that the store clearly wasnt going to do it despite lying and saying they tried. Theyve handled this so badly Im still in disbelief. My stairs are bare to this day, because I cant pay for the installation until this loan is closed out. Please help me, and if you cant, point me towards the institution that can hold banks responsible for malpractice. \n\nPlease feel free to reach out to me for any further evidence, clarification ... anything you need, at all, to help put this to rest. \nIn order, I included what I sent to Synchrony Bank after filing the 2nd dispute, followed by all the billing papers, the different bills side by side ( the one I received and the one I didnt sign that they submitted to Synchrony ). I spoke with someone in the dept about the billing over the phone, I believe XXXX, possibly the same day as XXXX on XX/XX/XXXX. Then a picture of the correct stairnosing and even a sloppy handwritten sheet of how many times and dates Ive called Synchrony and been blown off and told something different by everyone I spoke with. If you go as far as listening to phone calls, you can hear how bad the customer service is - no one knows anything, apparently. I was never allowed to speak with anyone in disputes until after the 1st decision when I got ahold of their # finally. No one would give it to me. Its just a huge mess, and I believe its on them at this point. They should have a duty to make sure theyre not partnering with dishonest vendors, and if someone gives them evidence that they are, that they do something about it. They chose not to. \n\nThank you for your time, XXXX XXXX XXXX XXXX PS. I  apologize for any doubles ( I lost track at the end, and it took 4 tries to upload these, so I wanted to be sure everything was there ). That being said, if it seems like there is something missing, please let me know?","date_sent_to_company":"2019-03-13T21:20:33.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"89183","tags":null,"has_narrative":true,"complaint_id":"3178872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2019-03-13T20:29:00.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I shouldnt have to be the one to eat the losses on this, not when they had two chances to make it right between myself and the store, when I sent them proof that the store clearly wasnt going to do it despite lying and <em>saying</em> they tried. Theyve handled this so badly Im still in disbelief. My stairs are bare to this day, because I <em>cant</em> pay for the <em>installation</em> until this loan is closed out."]},"sort":[9.928863,"3178872"]},{"_index":"complaint-public-v1","_id":"20491016","_score":7.6132255,"_source":{"product":"Credit card","complaint_what_happened":"XX/XX/XXXXThe information below will demonstrate that this entire process by CITIBANK/HOME DEPOT HAS BEEN NOTHING SHORT OF ABUSIVE AND PREDATORY.XX/XX/XXXXThey've intentionally flooded me with having to take and send hundreds of pictures, making me send them to their insurance company, various Home Depot reps, XX/XX/XXXX\\tcausing me to miss work for the many appointments that they didn't always show up for,XX/XX/XXXXthaving to send countless letters, phone calls morning, noon, and night  XX/XX/XXXXDeliberately disguising the chain of command so that it took me over a year to figure out that nearly none of the people they were sending to my home actually work  for Citibank/Home Depot  making no one responsible for anything. I didn't know who was working for whom. They've played games throughout,XX/XX/XXXXThey've even sent people to intimidate meXX/XX/XXXXHaving to prepare yet ANOTHER complaint has been stressful and exhausting. Ive needed a BREAK from having to take updated photos, relive this story over and over again. I've gotten emails, registered letters,  and traditional letters from CITIBANK/ Home Depot  ALL OF WHICH I HAVE HAD TO REPEATEDLY TAKE TIME OUT TO RESPOND TO -  to the point where I just needed to stop looking at them. But I took time out again Saturday,XX/XX/XXXX 2026 to prepare yet another letterXX/XX/XXXXHere's my  appeal to CITIBANK/HOME DEPOT:XX/XX/XXXXI do not know what kind of person(s) you are that is reading my complaint.XX/XX/XXXXnWhat I have learned from dealing with you at CITIBANK/HOME DEPOT is that your  company will put a friendly voice and face to a project, but the person wont exercise an ounce of morality, integrity, or honesty of their own. They are solely owned by whoever is signing their paycheck. So, if you who are reading this and representing CitiBank/Home Depot are of the same ilk, then we might very well end up in court. My husband and are senior citizens and we dont want to spend any of our days fighting anyone in court. But you should know, that if you dont choose to do what is right, I will gladly take ALL the hundreds of photos and the vast number of documents and emails, and records and reports to the BEST most reputable, dogged, qualified, and passionate attorney I can find.XX/XX/XXXX on the other hand those reading this dispute, are governed by integrity and reason, this will be resolved quickly, and you will conclude that  HOME DEPOT was a very bad and egregious actor that you have aligned yourself with, and perhaps CitiBank could do a better job of screening those companies they choose to partner with. And you should also realize that it is CITIBANK/HOME DEPOT that is in default, and not the good-faith customer.XX/XX/XXXXLook at my payment record from the very beginning. Look at the communication timelines between the customer and CITIBANK/HOME DEPOT.  Look at when I stopped making payments and what is abundantly clear are the facts:XX/XX/XXXXCitiBank provided the financing to CITIBANK/HOME DEPOT for the product and installation of the product as agreed.XX/XX/XXXXCustomer XX/XX/XXXX was paying for the product and installation as agreed.XX/XX/XXXXManagement was called constantly throughout the ENTIRE installation process, and I (the customer) kept requesting that they take installer, XX/XX/XXXX off this project, and I was repeatedly told by CITIBANK/HOME DEPOT management that any other installer would be worse than the one I had.  And yet, I continued to pay as agreed.XX/XX/XXXX CITIBANK/HOME DEPOT did not provide installation as agreedXX/XX/XXXX When the flooring started to break apart,  CITIBANK/HOME DEPOT sent several teams to inspect the job and all parties from CITIBANK/HOME DEPOT agreed that the job was not installed properly and they/ CITIBANK/HOME DEPOT acknowledged that they needed to take measures to correct the installation at the expense of CITIBANK/HOME DEPOT. XX/XX/XXXX Only after CITIBANK/HOME DEPOT discovered that the materials needed were discontinued, did CITIBANK/HOME DEPOT then resort to measures of intimidation, abuse, and lies.XX/XX/XXXXBefore I engaged with CITIBANK/HOME DEPOT for the flooring,  my credit score was approaching XX/XX/XXXX. Because I had no recourse except to stop paying CITIBANK/HOME DEPOT/CITIBANK my credit score took a nosedive toXX/XX/XXXXCITIBANK/HOME DEPOTS TOTALLY UNACCEPTABLE OFFERSXX/XX/XXXXCITIBANK/HOME DEPOTs idea(s) of a solution to the poorly installed flooring\\nXX/XX/XXXX, (the customer) give CITIBANK/HOME DEPOT the additional flooring I purchased for another room in my house to keep my design consistent  which would force me to have mismatched flooring in my house.  When, another fact is, it is none of CITIBANK/HOME DEPOTS BUSINESS WHAT ELSE I HAVE IN MY HOUSE. Just because CITIBANK/HOME DEPOT is aware of something else I bought does not give them a right to use it.XX/XX/XXXX\\tCITIBANK/HOME DEPOT replace all the flooring in one area of my house  leaving the entire other area mismatched  when the whole reason I had ALL my floors (except kitchen & baths) done in the same material and style is because I wanted the floors to match. I DID NOT WANT MISMATCHED FLOORS.XX/XX/XXXXCITIBANK/HOME DEPOT deduct a portion of the bill  leaving me with this spectacle of a floor but continue to pay CITIBANK/HOME DEPOT for this mess they call a professional  installation.XX/XX/XXXXSo, Citibank official, you tell me what item in their settlement offer is something I should pay for?\\nPlease Note: according to the manufacturers warranty information: If water gets into those spaces, that could be disastrous. This is my home where people walk, carry food and drink, etc. What do you think will happen to the floor if someone accidentally spills water in any of those wide spaces? Is this something I, or you should pay for. THIS IS CITIBANK/HOME DEPOTS DOING. CITIBANK/HOME DEPOT SHOULD HELD RESPONSIBLE.  But CITIBANK/HOME DEPOT wants me to continue to pay for that.\\n\\nNow heres a more detailed account of the egregious stress I endured at the hands of CITIBANK/HOME DEPOT and the bad actors you sent to my home.\\XX/XX/XXXXCITIBANK/HOME DEPOT installers were unprofessional, untrained, unqualified, and led by oneXX/XX/XXXX, who was openly racistsXX/XX/XXXXtRacist Installers Destroyed my brand-new rug. I sent photos and management came and looked at it. They acknowledged they did it but refused to replace it or compensate me for it.XX/XX/XXXXtRacist Installers Marred my sidewalk and driveway very badly. I sent photos and the manager came and looked at it. They acknowledged that they did it, but they sent a letter to their people saying they didnt need to clean it up because it was biodegradable and would wash away with the rain. XX/XX/XXXXTheir conclusion that it would was away is Not true. They made the mess on my sidewalk and driveway inXX/XX/XXXX, and EVERYDAY when I step out my front door, I see the MESS CITIBANK/HOMEDEPOT made on my propertyXX/XX/XXXXtRacist and untrained installers didnt know that various kinds of transition strips should be used based upon what floor you are transitioning to, i.e., from wood/laminate to ceramic tile, or carpet to laminate, etc. CITIBAND/HOME DEPOT untrained installers used the same transition strips for everything. The strips started breaking and cracking while they were still installing the floors. \\na.\\tThe strip between my foyer and my dining room had nails sticking out, resulting in my sock getting torn and my toe was cut on one of the nails that I didnt immediately see as I simply walked into my dining room. \\nb.\\tThe transition strip between the family room and kitchen (laminate to ceramic) left a huge gap; it wasnt nearly wide enough, and you could see a hole where the grout and cement board under the ceramic had ended, and the new laminate began, and somehow the installer thought that was acceptable. XX/XX/XXXX again, I had to call management. Management came and could immediately see the nails sticking up in some of the strips, and they could see that the strip between the laminate and the ceramic was not suitable. CITIBANK/HOMEDEPOT Management ordered a different strip, and CITIBANK/HOMEDEPOT people installed it, but they lied to the attorney general (in writing) stating that I breached the contract by interfering about the transition strips. Since when is the customers complaint about poor unprofessional workmanship INTERFERENCE and Breach of Contract? XX/XX/XXXX\\tRacist Installers Cut aXX/XX/XXXX in circular hole in the newly installed floor and when I asked about the hole, they looked me in my face and said they do a more professional job for other people by asking if they want an old cable wire cut or simply pushed under so they can lay the new flooring on top, but they decided not to give me that courtesy  even though I was right there in the next room. So, they deliberately just cut a round whole in my brand-new floor and happily told me why they did it.\\na.\\tAgain, management had to come and make them take the whole room up to get to the whole and replace the board(s) with the hole.\\XX/XX/XXXXThe untrained Installers had no clue of how to install the flooring around the brick fireplace. So, they created a ridiculous wooden box around the base of my fireplace that management had to come out and make them remove and replace with a bead of calking to correct the sloppiness of their untrained racist installers. \\XX/XX/XXXXRacist untrained Installers made large raw jagged unfinished gaps all around my XX/XX/XXXX exterior doors that would have resulted in the entire floors being ruined with the first rain.XX/XX/XXXXI had to have management come. Thats when I discovered even management didnt know the proper way to finish the edges of the floor they were being paid handsomely to install. I had to go to other businesses and inspect flooring and then come back and offer suggestions to CITIBANK/HOMEDEPOT management on how to finish the edges of the flooring when it abuts an exterior door. (XX/XX/XXXX)\\XX/XX/XXXXtRacist Installer had drop cloths to protect the customers carpets, but deliberately elected not to use them to cover my foyer tile floor and my interior carpet, as well as the new exterior carpet on my front porch entry for the XX/XX/XXXX several weeks on the job.  \\na.\\tI called management. They acknowledged it was wrong, but they didnt care, and they offered no remedy or compensation.XX/XX/XXXXtI made it very clear to Home Depot Management persons and racist installer XX/XX/XXXX that my husband was still recovering from a very serious illness and that it was imperative to keep out stress.  One day, as my husband was leaving out the door for work, the racist InstallerXX/XX/XXXX told my husband that some floorboards were loose and needed to be nailed down to secure  an area of the floor before they installed the new flooring over it. My husband inspected the work and concluded it would take him less than XX/XX/XXXX to fix the problem with his pneumatic tools. My husband asked  racist XX/XX/XXXX if there was time for him to run out to go to work for a couple of hours . Racist XX/XX/XXXX said that was fine because he [XX/XX/XXXX] and his crew were going to lunch, and they had a lot of other areas to work on until my husband returned. The installers went to lunch and returned XX/XX/XXXX later and decided they would not wait for my husband. Instead, they immediately installed new flooring over the area that needed to be secured- knowing it was problematic.  My husband returned about XX/XX/XXXX later as promised, and discovered what they had done, and everyone knew immediately that the install was bad. When you walked on that area, the flooring sunk underneath your feet and made loud creaking and cracking sounds. (The original flooring was carpet, so we didnt originally have that problem) But the wood flooring exposed the loose floorboards underneath.  Securing them was a simple procedure that would take less than XX/XX/XXXXwith my husbands pneumatic Nailer, but the installers refused to wait as they had promised. \\na.\\tSo, once again, management had to called to my home. This is when your installers true colors came out. \\ni.\\tRacist installer XX/XX/XXXXlied and said he never told my husband he would wait for him to return to secure the floors. He began yelling at me: He called meXX/XX/XXXX! He continued to yell and said that he is JXX/XX/XXXX and that God cares more for him than he does me because he isXX/XX/XXXX! I then said, God had nothing to do with the poor job you are doing on my floors, and I ordered him to get out of my house. The manager stood their witnessing the entire exchange. WhenXX/XX/XXXX walked out, the manager immediately defended him by telling me XX/XX/XXXXwas a leader and a rabbi. I told him I didnt care, and that I never wanted him on my property again. But the manager told me that XX/XX/XXXX was the best CITIBANK/HOME DEPOT could offer me, and that anyone else he brought in would be worse than XX/XX/XXXXThis entire case can be summed up very simply:\\nCitibank sent untrained installers to my home to do a job.  It was proven within the first week on the job, that the lead installer, XX/XX/XXXX was not only unqualified to do the job professionally, but he was deliberately sabotaging the job and wasting materials. He admitted it openly. Clearly it never occurred to  Citibank management that the materials XX/XX/XXXX was deliberately wasting, might one day be discontinued by the manufacturer, and Citibank/Home Depot might end up needing the very materials that XX/XX/XXXX kept wasting.   \\n\\nBut lo and behold that is exactly what happened.  The floors they installed started coming apart. Citibank/Home Depot management came back to inspect the job, and they acknowledged that they needed to replace the flooring.  They scheduled a days and times to redo the floors, and thats when they discovered that flooring that they so casually and repeatedly wasted,  was now no longer available from the manufacturer. So, because they cant get the materials to fix up another one of their mess-ups, they are trying to make me pay for it.   \\n\\nNOW, enlarge those pictures, and look at them real good.  CRACKS SO BIG YOU CAN LITERALLY STACK COINS IN THEM (please see photos which shows quarters, nickels, dimes, pennies stacked in the cracks  And tell me how you, Citibank, are going to correct the problem, and if not, explain to me how it is possible that I owe you for this?  This entire process by CITIBANK/HOME DEPOT HAS BEEN NOTHING SHORT OF ABUSIVE, RACIST,  AND PREDATORY. \\n\\nBAD ACTORS FROM THE BEGINNING\\nFrom the beginning, I informed Citbank representatives and  everyone they sent to my home, including those acting in a management capacity on behalf of Citibank that my husband was recovering from a serious illness, and he could not be put under stress. Nevertheless, CITIBANK sent unqualified, untrained racists to install flooring who continuously created an atmosphere of undue stress and fear in my home.     \\n\\nAnd finally, the fact of the Flooring job. \\nJUST LOOK AT IT. AND DO WHAT IS RIGHT!! See attached Photos:\"","date_sent_to_company":"2026-03-22T20:36:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"444XX","tags":null,"has_narrative":true,"complaint_id":"20491016","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-03-22T19:34:42.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Citibank/Home Depot management came <em>back</em> to inspect the job, and they acknowledged that they needed to replace the flooring.  They scheduled a days and times to redo the floors, and thats when they discovered that flooring that they so casually and repeatedly wasted,  was now no longer available from the manufacturer. So, because they <em>cant</em> get the materials to fix up another one of their mess-ups, they are trying to make me pay for it."]},"sort":[7.6132255,"20491016"]},{"_index":"complaint-public-v1","_id":"7135899","_score":7.413209,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Last year around XXXX  or XX/XX/XXXX, I called XXXX to purchase a generator for my home. I called XXXX to get a quote. They referred me to a local dealer about 1 hour and half from me. The company name is XXXX XXXX XXXX at XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX, MS XXXX owned by XXXX XXXX. Their phone number is XXXX. This company sent a representative by the name of XXXX to give me an estimate. The The price was {$12000.00} and they were collaborating with Synchrony Bank to finance customers. My husband and I financed the generator through Synchrony Bank and paid in full. We began paying {$490.00} month for the purchase and installation of the XXXX generator. The company promised us the generator to be installed late XXXX of XXXX due to it being a XXXX. We waited and never heard back from them and finally I began calling them and asking when will it be installed. The receptionist kept giving me various dates to appease me and finally, I called XXXX to notify them of the situation and they tried to call the company and I was told that they could not get in touch with XXXX nor the receptionist. I then called an attorney to see what I needed to do. The attorney courteously sent an email requesting for them to install my generator. They ignored the email. XXXX then calls me and says he is no longer working with the company because they are not delivering on the product. He tells me to file a purchase dispute with Synchrony bank to get my money back and he will purchase and install the generator. I called Synchrony Bank to file a purchase dispute and the representative tells me I can't file a purchase dispute until I cancel the service. I then send a cancellation notice to the company and then filed the purchase dispute, This was in XX/XX/XXXX. Synchrony Bank said it would take up to 60 days to close the dispute. I received an email in my favor. Then Synchrony Bank opens another dispute and then sends me another email saying it is in favor of the merchant and I must pay the bill. I send them an email stating I do not have the product and why do I have to pay for a product which was not delivered. Now Synchrony Bank is telling me that they have reopened another dispute and it is going to take up to 60 days again, I have paid {$3900.00} on this generator that has not been delivered. \n\n\nLetter 1 : My Favor - Started Dispute in late XXXX Synchrony Bank XXXX XXXX XXXX XXXX, PA XXXX Account is owned by Synchrony Bank XX/XX/XXXX Account Number Ending In : XXXX Dear XXXX XXXX , Thank you for your recent inquiry regarding your XXXX CONSUMER FINANCING/SYNCB account, and the opportunity to be of service to you. \nWe have concluded the research on your account and as of the date of this letter, we have issued a credit ( s ) on your account for the disputed amount ( s ) totaling {$12000.00} and billed the amount ( s ) back to the merchant ( s ). If applicable, interest charges and fees associated with this transaction ( s ) have also been adjusted.\n\nThis account credit ( s ) means that you will no longer have to pay for this specific transaction on your XXXX CONSUMER FINANCING/SYNCB account. Please note that this does not change any contract or agreement that you have entered into with the merchant ( s ) or guarantee that you no longer owe the merchant ( s ) for any obligations required within your contract or agreement. \nWe appreciate you as a valued XXXX CONSUMER FINANCING/SYNCB customer. If you have any questions or if we may be of further assistance, please contact us at the toll free number below. \nSincerely, Customer Service Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PAGE XXXX OF XXXX XXXX XXXX Letter 2 : XXXX XXXX XXXX XXXX Hello XXXX, Thank you for your recent inquiry regarding your Synchrony Bank account. We appreciate your message and the opportunity to be of service to you today. \n\nI understand your concern regarding the status of the dispute on your XXXX Consumer Financing account. As per our records the dispute is showing closed in favor of the merchant. \n\nThe balance of {$8300.00} was added back on to the account. \n\nYou can also check the dispute information online under? Disputes? tab and? Activity? page. Under this tab you can see any open or closed dispute details. This tab will show information on disputes opened in the past 6 months. \n\nIf you have more question, request you to please write us back or call customer service at XXXX. \n\nThank you for contacting us and allowing us to address your concerns. If you have any questions or if we may be of further assistance in the future, please contact us via the Online Message Center or at XXXX. We value the opportunity to assist you and appreciate your feedback. \n\nStay Safe! \n\nSincerely, XXXX XXXX Customer Service Account is owned by Synchrony Bank -- - Original Message -- - From : \" XXXX XXXX '' XXXX Received : XX/XX/XXXX XXXX XXXX  EDT To : XXXX Subject : Purchase Disputes What is the status of my purchase dispute? \n\n\n\nLetter 3 : Re-Opening a 4th Dispute Synchrony Bank XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MS XXXX Account Number Ending In : XXXX Dear XXXX XXXX, XXXX We're reviewing your claim. \nWe're here to resolve your recently opened dispute claim on your XXXX CONSUMER FINANCING/SYNCB account. \nHere 's what we've done so far : Opened a claim for the disputed charges. If we need additional information, we'll send you a form to complete and return to us. \nUpdated your account to reflect the disputed amount. During our review, payments on your disputed balance are not required. Your required minimum payment has been updated accordingly and fees and interest will not accrue on the disputed charges during the review process. As a reminder, a minimum payment is still required by the payment due date for any non-disputed balance. \nWe're working to resolve this matter as quickly as possible and will let you know the outcome. We ask that you allow up to 60 days for us to complete our review of this claim. \nIf you have any supporting documentation that you have not previously provided, such as receipts showing the sale or credit in dispute, communications with the merchant, delivery notices or anything else that you feel would help to resolve your dispute claim, please upload the information to our secured email message option within 7 days. Alternatively, you can mail : Synchrony Bank / XXXX CONSUMER FINANCING/SYNCB XXXX XXXX XXXX XXXX, PA XXXX If you have any questions, please let us know. We value your business and are here to help when you need us. \nAccount is owned by Synchrony Bank I do not have the generator ; it was not delivered ; I have done everything within my power to resolve this dispute. Synchrony Bank keep opening up new purchase disputes and telling me it will take up to 60 days to resolve. But I have received 2 resolution letters and still have not received a product ( generator ) nor received my {$3900.00} I have paid towards the product. The Synchrony agreement was a payoff of 2 years. Neither Synchrony is giving me my money back nor is the company giving me my product.","date_sent_to_company":"2023-06-19T23:28:20.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"394XX","tags":"Servicemember","has_narrative":true,"complaint_id":"7135899","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-06-19T22:40:10.000Z","state":"MS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["We began paying {$490.00} month for the purchase and <em>installation</em> of the XXXX generator. The company promised us the generator to be installed late XXXX of XXXX due to it being a XXXX. We waited and never heard <em>back</em> from them and finally I began calling them and asking when will it be installed."]},"sort":[7.413209,"7135899"]},{"_index":"complaint-public-v1","_id":"7921282","_score":6.28083,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to report a dispute with my XXXX XXXX account and the flooring vendor : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nXXXX Ohio XXXX Phone XXXX Salesperson : XXXX XXXX I have an initial charge of {$4800.00} as of XX/XX/XXXX and a subsequent charge of {$2100.00} on XX/XX/XXXX. \n\nOn XX/XX/XXXX, XXXX XXXX, a salesperson for XXXX XXXX XXXX in XXXX Ohio, came to our home to measure our new home for flooring which we had picked out earlier in the day at the show room. He gave us a quote for carpeting in the living room hallway and bedrooms and vinyl flooring for the kitchen and laundry room. While we decided not to go with the kitchen flooring at the time, he quoted us an amount of about {$1800.00}. I do not have the quote in my possession, but it is at the store. \n\nThe carpet was installed before we moved in. When we came with the moving truck, several days after the install, I immediately discovered it was the wrong carpet. \nAfter moving in, I visited the store and met with the XXXX and brought a piece of what was installed and the sample of what I had ordered. He offered to tear up the carpet and re-install what I had ordered. At the time, I thought that was extreme. So, he offered to give me half off any flooring I had installed. \n\nOn XX/XX/XXXX, I met with XXXX XXXX, showed him the business card from his boss with the next purchase of flooring at materials promise written on it and proceeded to purchase the flooring I had in mind for the kitchen. He was not interested in giving me the and said so, because I was willing to keep the carpet that was installed. Not only did he not honor the off his boss promised, the quote was now {$2100.00}, because He failed to add in moving all the appliances in the first quote. I told him that it still didnt include the half off offer from his boss for the materials. He reduced the quote to {$2000.00}. I reluctantly agreed because he had me worn down and I also felt bad negotiating because he had just lost his wife to a sudden illness. I believe he picked this price because it took me to my credit limit with XXXX as he asked me what my credit limit was when writing up the quote. Obviously, however, this does not include of materials. \n\nBefore I received my second invoice from XXXX, l I had called several times to check on a timeline for the vinyl flooring installation without a call back. When I opened the statement dated XX/XX/XXXX, I was shocked to see not only was I charged {$2100.00} but the kitchen vinyl flooring has not been installed yet. And repeated calls to the shop have gone unanswered. When my husband finally got a call back and mentioned the charge without receiving the flooring, XXXX XXXX, said, so what, its interest free! \n\nI mailed my first dispute letter to XXXX on XX/XX/XXXX. \n\nOn XX/XX/XXXX, after I mailed my dispute to Synchrony, XXXX XXXX, the salesperson for XXXX XXXX, called me on my cell phone while I was at work. He wanted to schedule delivery for the flooring the next day. I said that was not possible. He did not know, and I did not tell him that I was travelling that day for a XXXX XXXX screening. He then became perturbed/agitated, noted by his tone and word choice, and asked about the next day. I said no, it would not work either. He asked me what my problem was and I told him that I would not schedule the flooring to be installed at this time because I had filed a dispute claim. At this time, XXXX XXXX started screaming at me on the phone, asked why I filed a claim and didnt just cancel the order. I told him it was my right as a consumer. His voice was so loud and violent and the language so abusive that my colleague across the hall heard him. I hung up on him. He immediately called back, and I did not pick up. Several minutes later, he sent me a text message, as follows : XXXX, I would like to apologize. Things lately have been a complete disaster for my family. My wife unexpectedly passed away a few weeks ago. I want all of my customers to be happy with their purchase. I am so sorry you feel that the price was too high. We did go over the pricing together. However my boss wants to take {$400.00} to help with the cost. I sincerely appreciate you and know that things are so expensive across the board. Cant even go grocery shopping without dropping a few XXXX dollars. Please reach out to me when you can. Thank you XXXX. XXXX I am not sure who is reading this, but this apology misses the mark on so many levels. There is no apology for his behavior. A death in the family does not allow you to verbally abuse someone. I am a XXXX XXXX XXXX woman dealing with my own health and family health issues, but it is not appropriate to take this out on another person. After relaying the story to my family and colleagues, they suggested I should have called the police. \n\nThat his boss, thinks that throwing {$400.00} at a woman you just abused will make everything okay is also unbelievable. \n\nI received a letter on XX/XX/XXXX saying the dispute was being reviewed, I sent additional information on XX/XX/XXXX via XXXX as instructed. Although the letter says I XXXX upload my documents to the secured email message option, the email address is not provided in the letter only the mail address. \n\nI have spoken to a XXXX representative XXXX times. Once on XX/XX/XXXX, I received a voice mail from Synchrony bank and when I returned the call the representative confirmed my dispute was still in process. And, on Friday XX/XX/XXXX, and the representative at that time said there was no evidence of my previous dispute filings. I gave him a brief description of the previous contacts I had made. My dispute had been cancelled. He was going to file the claim as a new claim. But he did say a credit of {$100.00} was showing on my account. \n\nAnd then on XX/XX/XXXX, for the third time, I spoke to a representative named XXXX. She had some difficulty locating my previous claim letters and then found that my dispute had been closed due to a duplication. I explained and she could see from the history that it was not a duplicate, but the additional information requested to help support my claim. I asked about the email option mentioned in the letter. She said there is no email option, but I could upload my documents to my account through the customer portal. That is not mentioned in the form letter. I have tried several times to use the customer portal to upload my documents, but it times out. \n\nThe reason for my third call was that I had received my billing statement that showed I was once again being billed for purchases that were under dispute. I was not given the notice or explanation that XXXX 's policy states I would receive no matter what the result of the investigation. \n\nAccording to the back of my statement from XXXX : If you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. 1. The purchase must have been made in your home state or with 100 miles of your current mailing address and the purchase price must me greater than {$50.00}.\n\n2. You must have used your credit card for the purchase.\n\n3. You must not yet have fully paid for the purchase.\n\nIf all of these criteria above are met and you are still unsatisfied with the purchase, contact us in writing at Synchrony bank. \n\nWhile we investigate, the same rules apply to the disputed amount as discussed above. After we finish our investigation, we will tell you our decision. At that point, if we think you owe an amount and do not pay we may report you as delinquent.\n\nAt this time, I dispute both charges.\n\nThe initial install of {$4600.00} because it is not the carpet I ordered, the company knew it, offered a small remedy and it was not honored by the salesperson. \n\nThe {$2100.00} because the quote was {$2000.00}, did not include the flooring materials offered as a remedy, has not been installed although it was in stock at the time. \n\nI am interested in cancelling the second order and finding another vendor. But I will wait until this is resolved. \n\nThank you for taking the time to read this.","date_sent_to_company":"2023-11-28T14:45:35.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"44870","tags":"Older American","has_narrative":true,"complaint_id":"7921282","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2023-11-28T13:43:55.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Before I received my second invoice from XXXX, l I had called several times to check on a timeline for the vinyl flooring <em>installation</em> without a call <em>back</em>. When I opened the statement dated XX/XX/XXXX, I was shocked to see not only was I charged {$2100.00} but the kitchen vinyl flooring has not been installed yet. And repeated calls to the shop have gone unanswered."]},"sort":[6.28083,"7921282"]},{"_index":"complaint-public-v1","_id":"3005959","_score":6.259815,"_source":{"product":"Mortgage","complaint_what_happened":"PNC Bank Created escrow shortages, with random checks to nothing, company I don't do business, posting refunds to insurance payment, use wrong figures for insurance escrow, wrong policy paid from wrong escrow account and inflated payments. SEE ATTACHED LETTER ADDRESS TO YOU. XX/XX/XXXX Called - Notice of Error at XXXX and spoke with XXXX in Customer Service. She refused to spend her time listening to my complaint and explanation, they are right, the insurance created the payment amount, a research request was summitted XX/XX/XXXX. She is insistent, the insurance premium created the increase. XX/XX/XXXX XXXX XXXX, in collection called. I insisted that she shut-up and listen to what I had to say. I got through the basics before she began with, \" I'm in collection, you need to, I can't help, they haven't put in a request for a research, you need to, I am in collections. I see what your problem is, your payment increased {$200.00}. and you can't afford. '' No, my payment is inflated, {$390.00} and I am not going to pay it. XX/XX/XXXX XXXX, in collection called to asked, \" Why I had not paid my mortgage? '' I said forget it, I am taking care of it. XX/XX/XXXX a man who refused to give me his name, called from PNC Bank Collection.\n\nI explained the situation and he informed me I would continue to get the collection calls.\n\nI said something to the effect that I wasn't worried about the collection calls. XX/XX/XXXX or XX/XX/XXXX I called Customer Service and spoke with XXXX. I began explaining and he began telling me that the insurance created the increase. I finally got him to look at the computer screen, my account, {$1000.00}, why, no invoice, policy, the discount created the notice, it was not a bill. He agreed that it did look as if I had some discrepancies, places me on hold, returns with the information that he wanted to talk to someone, puts me on hold again, returns to tell me someone else was going to look into the matter, but he didn't think I had any recourse except to pay the stated payment until XX/XX/XXXX.\n\nXX/XX/XXXX I spoke with XXXX, Customer Service who insisted it was the insurance increased the payment. It is a rehearsed, standard, don't think about response.\n\nXXXX informed me he didn't care what I did, if I sent anything other than the payment on the coupon, it would be returned. He began reading off my insurance premiums and I stopped him at the {$1700.00}, saying I signed nothing with that company. That is an agent who managed to give me a quote and used my information to create a policy, I never got, and get a commission for about four weeks before it is cancelled and he gives it back.\n\nXXXX  switched me to XXXX.\n\nXXXX informed me she had nothing to do with my escrow, she paid insurance.\n\nWhen I received the coupon books, I was shocked, to say the least, but actually I had been watching for something on the order of stealing from my escrows, losing payments, because this is not the first time I have had a running battle with PNC Bank.\n\nXX/XX/XXXX I hand delivered a copy of the packet I mailed to the Attorney General of Indiana, to the PNC Bank branch at XXXX XXXX XXXX, XXXX, IN and asked XXXX XXXX, Sales Associate and a female, I assumed was the branch manager, didn't see a name tag, and asked that they fax it to the correct department. She skimmed the cover page to the Attorney General and mumbled something about insurance, but agreed to fax the packet.\n\nXX/XX/XXXX Mailed a complaint packet to the Attorney General Office of Indiana.\n\nXX/XX/XXXX Spoke with a female in Customer Service and explained the situation, she was very concerned and advised me to not pay the refunds at the bank because it would not get to the escrow department before XX/XX/XXXX. She provided the address to get the checks to the right department quickly, I mailed the Cashier checks, XX/XX/XXXX {$1700.00} = {$1700.00} pay back, and {$22.00} pay back.\n\n{$1000.00} = {$940.00} XXXX XXXX XXXX early premium pay back, plus XXXX {$380.00} = {$360.00} five to six month refund from XXXX.\n\n{$1000.00} = {$1000.00} pay back for mystery check pay for nothing.\n\nXXXX, {$1700.00} and {$22.00}, random payment, returned and balance o Now how it should have been handled : Homeowner 's policy {$1200.00} less {$1000.00}, = {$190.00} to be paid out of pocket. P & I {$310.00} + Insurance {$1200.00} divided by 12 = {$100.00} + taxes {$62.00} = {$470.00} Landlord 's policy {$2200.00} less {$380.00} = {$1800.00} divided by 12 = {$150.00} + {$2200.00} divided by 12 = {$180.00} = {$340.00} P & I {$340.00} + Insurance escrow {$340.00} + Taxes {$22.00} = {$710.00} XX/XX/XXXX I upgraded the property insurance on my primary residence and one rental property, both mortgages are with PNC Bank, with escrow accounts.\n\nXXXX XXXX XXXX, Homeowners Policy and Landlords Policy. The homes sit next door to each other.\n\nHomeowner 's premium, {$1200.00} for 12 months. Old Policy Premium, due XX/XX/XXXX, {$940.00}, difference in premiums, {$250.00}.\n\nWhat should have happened : Principal & Interest - {$310.00}, {$1200.00} divided by 12 = XXXX, plus taxes {$62.00} = new monthly payment of {$470.00}.\n\nLandlord 's Premium, {$2200.00} for 12 months. Old Policy Premium, due XX/XX/XXXX, {$720.00}, difference in premiums, {$1500.00}.\n\nWhat should have happened : Principal & Interest : {$340.00}, {$2200.00} divided by 12 = {$190.00}, plus {$1500.00} differences in premiums divided by 12 = {$130.00} for an insurance escrow {$320.00}, plus XXXX Taxes = new monthly payment of {$670.00}.\n\nThis is giving no credit for the yearly escrow already in each account. Homeowners, {$940.00}, not to be paid out until XX/XX/XXXX. Landlords, six to seven months on deposit, policy comes due in XX/XX/XXXX, deposits on hand should be {$360.00} paid XX/XX/XXXX thru XX/XX/XXXX at lease {$360.00} refund of unused premium with the cancelled insurance provided, not taken into consideration.\n\nThis is what did happen : XX/XX/XXXX wrote a Homeowner 's Policy and a Landlord 's Policy on the home I live in. Due to extreme weather, my age ( XXXX ) my health, XXXX XXXX XXXX and XXXX condition, I went to Alabama.\n\nI realized XXXX XXXX 's error and informed them to corrected and send me proof of coverage on the correct home.\n\nI get a notice that revealed that PNC Bank had paid {$2200.00} from the Landlord escrow account, for the Homeowner 's Policy. Right amount, right escrow, wrong policy. I notify XXXX XXXX of the error and they correct it and send a change of premium amount due to a discount, to PNC Bank. PNC Bank sends XXXX XXXX a check for {$1000.00} in response to the premium deduction of {$22.00}.\n\nI receive the first refund check from XXXX XXXX, {$22.00}. This discount and premium reduction was on the Landlord Policy. With in a few days I receive a check for, {$1000.00}, refund for over payment. No one knows what the {$1000.00} payment is for.\n\nThis is where the nightmare starts.\n\nI am in Alabama, and although I have access to my computer, e-mails, etc., the one thing I don't have is access to bank depositing, due to using direct deposit and on-line banking, but not cell phone depositing. So I am holding 2 checks from the landlord escrow.\n\nNow they have created a shortage. I personally, still only owe {$250.00} on the homeowners escrow and {$1500.00} on the landlord escrow.\n\nNow I am waiting for the refund from XXXX XXXX XXXX, {$940.00}, which was paid 4 days after PNC Bank was notified that there was a change in policies.\n\nAlso, XXXX was dragging their feet with the 5 to 6 months refund not used due to a new policy.\n\nThe end of XX/XX/XXXX, I receive a check from XXXX XXXX, informing me that they had cancelled my homeowners policy. I had never heard of XXXX and knew nothing about a homeowners policy. I never received a policy, binder, declaration or e-mail from them, only a check for {$1500.00}.\n\nI called the number on the check and was told they had cancelled my policy because I had not made repairs they had requested. I did remember a letter threating to cancel my policy for not painting the trim on the garage, but I was dealing with the installation of a new furnace and trying to keep warm. I called XXXX XXXX they assured me my home were covered and paid up.\n\nXX/XX/XXXX or XX/XX/XXXX I received another check from XXXX for {$210.00}. Being a retired XXXX XXXX XXXX I knew that was most likely a commission paid the week the policy was written and deducted when the policy was cancelled.\n\nWhat bothered me was that someone, I had no dealings with, could purchase Insurance on my home, without my knowledge, burn the house down and collect the insurance. I see no reason for anyone to insure a house they don't own, don't live in or care about for any reason than to destroy it and collect the insurance. If I didn't die in the house would I know? If I did die in the house, would anyone know they collected insurance?\n\nWhy would PNC Bank pay three times within 5 months without contacting me? They had my e-mail address.\n\nI tried to get to PNC for some answers, their wait time, to speak to a representative, begins at 20 minutes and grows.\n\nThe next blow came when I received the payment coupon books.\n\nMy primary residence when from {$450.00} to {$860.00} = {$410.00}. The new payment should be {$470.00}. {$390.00} over charging. The rental property payment when from {$450.00} to {$83000.00} = {$380.00}. The new payment, even with the difference in policy premium should be no more then {$710.00}. {$150.00} over charge.\n\nThis is not an over charge for a year, this is by the month. {$390.00} times 12 = {$4700.00}. {$150.00} times 12 = XXXX for a total of {$6500.00} a year and they pay not interest.","date_sent_to_company":"2018-08-30T00:52:38.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"46203","tags":"Older American","has_narrative":true,"complaint_id":"3005959","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2018-08-29T18:52:45.000Z","state":"IN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["She provided the address to get the checks to the right department quickly, I mailed the Cashier checks, XX/XX/XXXX {$1700.00} = {$1700.00} pay <em>back</em>, and {$22.00} pay <em>back</em>.\n\n{$1000.00} = {$940.00} XXXX XXXX XXXX early premium pay <em>back</em>, plus XXXX {$380.00} = {$360.00} five to six month refund from XXXX.\n\n{$1000.00} = {$1000.00} pay <em>back</em> for mystery check pay for nothing."]},"sort":[6.259815,"3005959"]},{"_index":"complaint-public-v1","_id":"12732156","_score":6.2297783,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX I was involved in a motor vehicle accident and was not able to work for approximately XXXX months due to my injuries. I informed Carrington Mortgage and was still able to make my payments until the funds started to run low in XX/XX/XXXX. I had called Carrington time and time again, informing them of my situation in good faith and to try and stay current on my mortgage despite my health and financial difficulties. I made a call in XX/XX/XXXX to inform them that my husband was laid off on XX/XX/XXXX, due to the company he worked for was acquired by another company and all but XXXX employees were let go. I had already made a payment on XX/XX/XXXX, but wanted to let them know my new situation because I knew I would be having more difficulty making my next payments. According to Carrington Mortgage they \" do not have a record '' of any calls made in XXXX and XXXX. My next payment was made on XX/XX/XXXX. On XX/XX/XXXX, I called back into Carrington and was told that one of my previous month 's payments was returned for insufficient funds and I was behind a payment. I never got a letter or any notification that my payment was returned, and I had no clue that at this time I was late for my mortgage. The representative told me that my mortgage was placed on a moratorium and I would have until XX/XX/XXXX, to become current with my mortgage, and Carrington would not report the late payment ( XXXX ) to the credit bureau. On XX/XX/XXXX, I made payments towards the past due amount. Carrington gave me a printout of my payments made that was extremely confusing to understand. I made several payments since then, on XX/XX/XXXX, on XX/XX/XXXX, and on XX/XX/XXXX. As of XX/XX/XXXX, Carrington told me I was current on my mortgage payment and have been current since then. \n\nMy complaint is that I was never told the whole scope of what the moratorium meant and how it applied to my loan. All I was told was that I was not going to get reported on the credit bureau reports as late during the moratorium. I never got a letter or notice in the mail about what the moratorium entailed so to my knowledge as long as I made payments on my mortgage and became current, I would be fine. I was reported late in XXXX and XX/XX/XXXX in XX/XX/XXXX. I feel that my rights were violated because they did not give me the proper information in writing about the moratorium until AFTER I mailed in a dispute for reporting those late payments. In my resolution letter they sited VA XXXX XXXX and the FCRA ( Fair Credit Reporting Act ) saying they were in their right to report my late payments. They stated that on XX/XX/XXXX, they confirmed that the information about the moratorium and the protections provided were properly discussed. If that was true and it was properly discussed, then I would have made every effort to make my mortgage status current immediately to avoid the late payment status for XXXX and XXXX. Because I was not informed that I had a returned payment, I was under the assumption that my payments were current. But when I was told I was behind a payment I made every effort to make my account current. And since I was told I had until XX/XX/XXXX, to make my account current I was posted as late again in XXXX. I do not dispute that I owe a debt. I dispute the way Carrington withheld information from me leaving me uninformed and causing me to believe that I had until XX/XX/XXXX, to make my loan current. \n\nThis leads me to my situation now. The two late payments have damaged my credit score and my credit worthiness. My husband and I are both XXXX veterans and our health has declined over the last year. My husband is now immobile and can not go up and down stairs. We live in a two-story home with a full basement. His XXXX accessible bathroom is in the basement. Over the last year I have had paramedics come out to the house to assist whenever he fell and to take him to the hospital. He is currently admitted to the VA hospital and can not come home until we have reasonable accommodations made for him so he can access his XXXX bathroom which means putting in a stair lift in the home so he can get up and down the stairs. I have paid for and arranged for the installation of a stair lift for XX/XX/XXXX. After the lift has been installed, I can inform the VA and arrange for his discharge home. I was told by both the VA doctors and the paramedics that we need to consider moving to a home that is a single level home. I have been looking for a home but when I had my credit pulled for the pre-approval, I found the two late payments reported by Carrington last year. This is why I am so upset and how I found out that Carrington lied to me! I want Carrington to remove the late payment for XXXX due to the fact that they did not notify me that my previous payment was returned, and I was behind a payment until XXXX 's conversation and the fact that they never fully explained the moratorium to me so I could understand what was going on with my loan. I called recently to discuss the resolution letter and was told that the department that handles this does not accept phone calls and is only a mail to department. All communication is via fax or mail only. The representative 's words to me were that the department doesn't have a phone. If that's the case, how do internal employees contact them? The representative also said that their word if final and that I can not dispute it. I can try but it would most likely not be looked at, discarded, and/or denied. I talked to the banks, and they said that for any mortgage loan, I can have XXXX late payment in a XXXX period but not XXXX. If I have XXXX, I will have to wait XXXX year before I can apply for a mortgage. I can't wait XXXX more months until XX/XX/XXXX and I can not afford to move out and rent another place while I have this house to maintain as well. Plus, we have pets, and I have a large service dog. Most places won't even consider renting to us or if they do, they will charge a large premium to have the pets. I have followed everything Carrington told me to get my mortgage current. They need to own up to not fully informing me and rectify this situation.","date_sent_to_company":"2025-03-30T13:30:01.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"VA mortgage","zip_code":"500XX","tags":"Servicemember","has_narrative":true,"complaint_id":"12732156","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2025-03-30T11:54:30.000Z","state":"IA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I called <em>back</em> into Carrington and was told that one of my previous month 's payments was returned for insufficient funds and I was behind a payment. I never got a letter or any notification that my payment was returned, and I had no clue that at this time I was late for my mortgage."]},"sort":[6.2297783,"12732156"]},{"_index":"complaint-public-v1","_id":"6594897","_score":3.7970643,"_source":{"product":"Checking or savings account","complaint_what_happened":"Imposter Fraud XXXX and Wire transactions Day 1 : On XX/XX/XXXX, I was using my personal laptop to open a Roth IRA account with XXXX. After I transferred the money from my bank into the Roth IRA accounts, I was attempting to access my school retirement website, again using my personal home XXXX  laptop. I was getting a security message site unsafe. I was able to get on this site using my school XXXX laptop, so I used XXXX search to look up the number for XXXX Support/Help thinking something was wrong with my personal home laptop. XXXX XXXX answered the phone introducing himself as an XXXX agent and determined my laptop was hacked and they already were getting into my bank account. Because I was using my laptop less than an hour ago to transfer money from my checking and savings account and because I was getting a security alert on my retirement webpage, I assumed he was correct that my computer was hacked, they accessed my bank information, and that what was causing the site unsafe message to come up when I tried to get into my retirement account. He transferred me over to XXXX XXXX who gave me his phone number ( XXXX ), his XXXX employee number ( XXXX XXXXXXXX ) and a case number ( Case # XXXX ) He told me he was an associate of the fraud department for XXXX Support. He told me my laptop and phone had been hacked and asked me to delete every app on my phone I do not use so he can check the ones that are left to see what apps they had access to. \nAfter I did that, he determined that someone had access to my emails, XXXX and Citibank apps. He said they were withdrawing money and we would immediately need to start making dummy accounts for the same amount of money made out to the person who was withdrawing the money which would block their transfer from being withdrawn. He asked me to put the app XXXX on my phone so he can screen share with me and talk me through how to transfer the money. XXXX said there were 4 withdrawals in progress coming from XXXX, New Mexico, XXXX and Nevada. Once he was screen sharing with me, he asked me to go into my Citibank app and showed me how to set up a XXXX account. He then told me step by step how to transfer {$500.00} from my checking account through XXXX to XXXX XXXX. He then took me through the steps on my Citibank account webpage on how to wire {$15000.00} from my savings account to XXXX XXXX. In the notes for each transaction, he instructed me to put CAP and that code would be recognized by the bank to block this transaction and the hacked withdrawal requests. \nHe then asked me to go to my text messages/email and open the text messages/emails that were sent by Citibank. He was still screen sharing and saw Citibank was asking if I authorized the transfer he told me to press 1 for yes. I also got a fraud alert text from Citibank asking if I was aware of the money being taken out he told me to click on Yes. Then XXXX told me to immediately delete the texts and emails so the people hacking my account cant read them. He told me the emails and texts came so quickly because they were fake Citibank messages that the hackers send out so they can determine if I am trying to block the transaction. XXXX told me to answer both as if I was aware of the transactions so we could confuse the hackers and keep them active in trying to access money since he was working with the FBI and the longer they stay active, the better chance they can track where the hackers are and get a conviction. \nXXXX sent me text messages with name/bank information. These text messages were gone after I went into the XXXX store to have a complete factory reset done on my phone to eliminate anything that may have been installed on my phone through the XXXX app. ( per XXXX support recommendation ) but I took screenshots of the transactions and can provide the information for most of the transactions made if needed. After each wire transaction, XXXX told me I should expect a phone call and if that comes, I should say I know the person I sent the money to, that the person did renovations on my home and the money wired was payment for that work. XXXX told me to give the person all the information they asked for, including bank account XXXX XXXX XXXX XXXX He told me with the XXXX app I installed, he would be able to listen and track any calls I get. Since our dummy transactions blocked the money from leaving my account, giving the hackers my bank information could do no harm. XXXX told me he was working closely with the FBI and telling the hackers on the phone that I knew the person I wired money to would confuse the hackers and give the FBI more time to keep investigating and get a conviction. I never received a phone call that showed up as unknown on my phone that XXXX was expecting. XXXX told me he had a 90 % conviction rate of all cases he handles and because I caught the hackers before they actually were able to obtain the money from my account, the FBI would have a much better chance of convicting them. He said they already found and convicted one of the hackers and were close to catching another. \nDuring this whole time, he told me not to open my laptop and not to open my Citibank accounts because if I did, it would open my bank accounts up to more people who were stealing my money. He warned me not to tell anyone about this because many times this crime is committed by someone the person knows possibly a relative or a roommate who might have access to banking information. XXXX told me since I was hacked, he would be installing an XXXX protection system on both my laptop and XXXX, a strong protection installation that people usually have to pay for. It will protect me from this ever happening again. But until that was put on, my devices were still at risk, thus, dont open my Citibank account. The protection system would have to wait to be installed until we set up all the dummy accounts to block the hackers. \n\nDay 2 : The next day, XX/XX/XXXX, XXXX XXXX talked me through another XXXX transfer from my checking account to XXXX XXXX for {$500.00}. When Citibank confirmation came in my email, he had me open them, then immediately delete them and then delete them from trash. XXXX said the hackers can read my emails and we dont want them to see that the transfer went through. He then talked me through another {$15000.00} wire transfer from my savings account to XXXX XXXX and once again had me read, say it wasnt fraud then delete all texts and emails from Citibank concerning those transactions. He then asked if I could take a picture of my drivers license front and back and text that to him so he could use it for security to block a business trying to withdraw money. That is the transaction that I did not take notes on as far as how much was being wired. He gave me the name of XXXX XXXX from XXXX XXXX sent through a XXXX Routing Number from the XXXX XXXX XXXX XXXX. I do not have notes indicating what the money amount was for this transaction and I have not seen any money being withdrawn from my checking or savings account under this name. \nHe then asked me to again go to my text messages/email and open the text messages/emails that were sent by Citibank. He was still screen sharing and saw Citibank was asking if I authorized the transfer he again told me to press 1 for yes. I also got a fraud alert text from Citibank asking if I was aware of the money being taken out he again told me to click on Yes. Then XXXX told me to immediately delete the texts and emails so the people hacking my account cant read them. He pointed out some information in the texts that identified them as being sent from hackers and not from Citibank. Again, confirming I agreed to these transactions to the fake Citibank texts were done to confuse the hackers giving the FBI more time to find them and convict. \nXXXX again sent me text messages with name/bank information. After each wire transaction, he told me I should again expect a phone call and if that comes, I should say I know the person I sent the money to, that the person did renovations on my home and the money wired was payment for the work. He again told me to give the person all the information they asked for, including bank account numbers/social security numbers . He told me with the XXXX app I installed, he would be able to listen and track any calls I get. Since our dummy transactions blocked the money from leaving my account, giving the hackers my bank information could do no harm. XXXX told me he was working closely with the FBI and telling the hackers on the phone that I knew the person I wired money to would confuse the hackers and give the FBI more time to keep investigating and get a conviction. I never received a phone call that showed up as unknown on my phone that XXXX was expecting. XXXX told me he had a 90 % conviction rate of all cases he handles and because I caught the hackers before they actually were able to obtain the money from my account, the FBI would have a much better chance of convicting them. He said they already found and convicted one of the hackers and were close to catching another. \nDuring this whole time, he told me not to open my laptop and not to open my Citibank bank accounts. He warned me not to tell anyone about this because many times this crime is committed by someone the person knows possibly a relative or a roommate who might have access to banking information. \n\n\nDay 3 : The last wire transfer was on Thursday, XX/XX/XXXX XXXX XXXX talked me through sending XXXX XXXX {$20000.00} from my savings account and reading/saying I knew of transfers and it wasnt fraud/deleting Citibank alert emails and texts. ( see day 1 and 2 for explanation on why he had me do this ). Shortly after this transaction, I called my boss at work to inform her I was running late and told her what was happening to my bank account that I was being hacked and XXXX  Support was helping me block the transactions and working with the FBI to catch the people who had access to my bank account. My boss mentioned what was going on to a co-worker who then called me and said a friend of hers had something similar happen and it was fraud they were using her to access her bank account to steal her money. She advised me to call XXXX ( and gave me a correct XXXX XXXX phone number. ) I called XXXX and after giving them the first three numbers of XXXX XXXX Case number, they said that is not an XXXX Case number and I should immediately call my bank. I then received a text message from XXXX XXXX telling me that they have evidence that someone I know is one of the hackers with access to my bank account and I should call him immediately so he can give me the information. ( my co-worker called XXXX from her work phone and yelled at him for stealing money, which is why XXXX texted me about a friend in on the sceme ). I blocked his phone number and began receiving phone calls from XXXX XXXX, CA ( XXXX ) and XXXX TX ( XXXX ) which I also blocked. I immediately called Citibank and reported the XXXX and wire transactions and they eventually locked both my checking and savings accounts. When I called Citibank I had a hard time getting through to the fraud department since my call kept dropping. I began asking for a direct number and giving my phone number to associates in case they lost the call while I was giving information. There were times where the Citibank associates said my account didnt exist and wouldnt put me through to the fraud department. Citibank can go through the recorded phone calls I made that evening begging them to not drop my call again because earlier in the evening when I began trying to contact Citibank, the last wire transfer did not clear yet and I was hoping they could block that transaction before it went through, but because of how difficult it was ( and time consuming ) to get to the right department, the last wire transfer cleared and was not able to be blocked. \n\nI opened a new checking account with Citibank on Saturday, XX/XX/XXXX and transferred what was left from my savings into the new checking account so the hacked accounts would have a XXXX balance. I also went to the XXXX XXXX and had a complete factory reset done on my phone ( per XXXX XXXX recommendation ) in case the XXXX app installed a profile or something to continue tracking my activity on my phone. \nI reported this to the XXXX Police Department on XX/XX/XXXX, the FBI on XX/XX/XXXX and the Federal Trade Commission, the Federal Bureau of Investigation on XX/XX/XXXX and the Office of the Attorney General, IL. I also sent Citibank notarized Affidavits of Unauthorized Online Wire Transfers on XX/XX/XXXX per their request through a letter I received in the mail from Citibank. A separate affidavit was sent for each of the 3 wire transactions. I also sent Citibank a complete explanation of the XXXX transactions per their request over the phone when I requested my first appeal. \n\nCitibank response Citibank Response : XXXX XXXX- I reported this fraud scam to Citibank on XX/XX/XXXX. They told me to report to the Police and to the FBI. Those reports were to be used to help prove this was a criminal case of XXXX. Citibank told me the investigation would take 30 90 days and I should expect an agent to call me to gather more information before a decision would be made. I received a letter from Citibank dated XX/XX/XXXX denying my XXXX claims citing the activity appears to be consistent with your normal banking activities. I immediately called them and questioned how this activity was consistent with my banking activity when I never had a XXXX account before in my life ( since the scammer had to screenshare to help me set up the account ) and to ask if they even took the time to investigate what happened since a decision was made in only 5 days. The associate re-opened my case for an appeal and asked me to send in a written document of exactly what happened which will be attached to my appeal for reconsideration. I faxed that directly to the Retail XXXX Operations Department of Citibank and was told it may take up to 45 days to investigate. They received my inquiry on XX/XX/XXXX, and once again, 6 days later, sent me a letter dated XX/XX/XXXX saying after additional review of my case, we maintain our position to deny your claim. I called requesting a 3rd appeal which was once again denied in a letter dated XX/XX/XXXX. The letter states that You are entitled by law to obtain copies of the information used in our investigation. When I received the letter on XX/XX/XXXX, I called Citibank and requested this information which I assume will prove on their end that this was consistent with my normal banking activities and show my previous XXXX activity ( which there is none ). I have not received any letter from them yet with this information. \n\nCitibank Response Wire Transfers : I recently received a letter from Citibank dated XX/XX/XXXX stating they also denied the transactions for the total amount of {$50000.00} stating : We have completed our investigation of your fraud claim and the decision was based on : Claim was denied due to the fraud reported was caused by providing customer account information or authorization for the transactions that were determined to be a scam.","date_sent_to_company":"2023-02-20T21:57:02.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"60657","tags":"Older American","has_narrative":true,"complaint_id":"6594897","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-02-20T20:53:15.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Then XXXX told me to immediately delete the texts and emails so the people hacking my account <em>cant</em> read them. 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