{"took":548,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":63,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4833195","_score":30.38507,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/21, there were a series of unauthorized transactions on my Wells Fargo Visa Debit Card amounting to {$7500.00} in total.\n\nWithin the same day, or no longer than 24 hours after the initial transactions had gone through, I called to report the unauthorized activity immediately.\n\nI was told by a claims specialist that Wells Fargo would \" promptly '' investigate the claim and that it would issue a provisional credit if it needed more time.\n\nAfter several follow up calls with Wells Fargo customer services reps and claims specialists, I was repeatedly informed that my claim was still under investigation. \n\nOn the XXXX and final business day, I logged onto my account and saw that my claims were closed with absolutely no explanation. \n\nI called and spoke with a claims rep and was told for the first time that my claims were now closed. \n\nI was told that my claims were being put under 'reconsideration '' and that the bank would need more time. This is in blatant violation of Regulation E.\n\nTime limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\n\n\n\n\n\nWhat happened here instead was, on the tenth and final business day before Wells Fargo would be required under law to provide a provisional credit, I beleive tthat this was done deliberately by Wells Fargo so as to avoid having to credit me while their investigation continues ( and had barely even begun ) I was then told that there was \" no way '' for Wells Fargo to issue a provisional credit despite the clear statutory law under a \" 45-day '' investigation period. Again, clearly contradictory to the statute.\n\nAdditionally, during my calls with various wells representatives regarding the present issue, I was given the impression that a special \" fraud department '' or \" claims specialist '' would need to receive notice directly. Again, in violation of the law : Notice to financial institution. \n\n( i ) Notice to a financial institution is given when a consumer takes steps reasonably necessary to provide the institution with the pertinent information, whether or not a particular employee or agent of the institution actually receives the information. \n\n( ii ) The consumer may notify the institution in person, by telephone, or in writing. \n\n\n\n\n-- -- Additionally, the way that Wells Fargo characterized my claim was a \" Do not remember or recognize charge. I specifically informed a claims rep during the initial that the transactions were unauthorized! \n\nAs you can also see, during my most recent call on XX/XX/21, additional time was needed because the claims rep needed more information - How could this be when my claim was already denied? \n\nHelp please thanks.","date_sent_to_company":"2021-10-21T10:59:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"900XX","tags":null,"has_narrative":true,"complaint_id":"4833195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-10-21T10:16:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[30.38507,"4833195"]},{"_index":"complaint-public-v1","_id":"6818746","_score":28.959394,"_source":{"product":"Checking or savings account","complaint_what_happened":"This bank is not acting in accordance with Regulation E in the process of a debit card dispute. Their argument is that my claim reason is not eligible for a temporary credit under Reg E, which is false. The regulation broadly covers all types of ETFs from the account, with no particular exclusions.\n\nI will be attaching direct excerpts from the regulation below to explain the banks violations : EXERPT 1 ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. \n\nThe bank has not applied a provisional credit to my account after 10 business days. Instead, they have informed me that my claim is not covered under Regulation E, which is false and not explicitly stated in the regulation. \n\nEXERPT 2 An institution need not provisionally credit the consumer 's account if : A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\nThe institution did not request written confirmation, but I sent supporting documentation the same day I filed the claim, and confirmed it was received and attached by the bank. None of the other exceptions in this excerpt were satisfied by the bank. \n\nEXERPT 3 ( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made. \n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made. \n\nThe fund transfer was completed after 30 days of the first deposit to my account, and even if this condition was satisfied, the bank would be required to credit my account within 20 business days instead of 10. Again, none of the other exceptions are satisfied here for my specific account, but the bank is refusing to apply a provisional credit. \n\nThis bank is deliberately trying to get around the terms of Regulation E, which they are legally required to follow. They need to be held accountable by their regulators and apply the provisional credit to my account immediately. Further, I have supplied all required documentation ( dated credit slip from merchant proving credit was due ), so the bank should have no problem resolving the dispute in my favor promptly.","date_sent_to_company":"2023-04-10T22:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85257","tags":null,"has_narrative":true,"complaint_id":"6818746","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-04-10T22:00:12.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"company":["<em>Credit</em> Karma, LLC"]},"sort":[28.959394,"6818746"]},{"_index":"complaint-public-v1","_id":"21283530","_score":28.858408,"_source":{"product":"Checking or savings account","complaint_what_happened":"b\"Back on XXXX XXXX I found out that on my business debit card with Bank Of America with the following account XXXX XXXX XXXX  had been lost misused unauthorized activity on the following dates XXXX XXXX XXXX XXXX  there were XXXX  unauthorized withdrawals that I reported each found XXXX  for total of XXXX XXXX Ive yet to even get an provisional credit from bank at all and my card was not in my possession either being XXXX XXXX I did lose my card or being XXXX  known for lots of theft via skimming ... I reported this to BOA on XXXX XXXX directly the XXXXh day \\n XXXX Procedures for resolving errors.\\nUnder Regulation E, financial institutions must investigate consumer electronic fund transfer (EFT) disputes promptly, generally within XXXX  business days of receiving notice of an error. If the investigation takes longer, the institution must provide provisional credit to the consumer's account within those XXXX  days for the amount of the alleged error. \\nConsumer Financial Protection Bureau\"","date_sent_to_company":"2026-04-15T22:55:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97213","tags":null,"has_narrative":true,"complaint_id":"21283530","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-15T22:49:31.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I reported this to BOA on XXXX XXXX directly the XXXXh day \\n XXXX Procedures for resolving <em>errors</em>.\\nUnder Regulation E, <em>financial</em> <em>institutions</em> must <em>investigate</em> <em>consumer</em> electronic fund transfer (EFT) disputes promptly, generally within XXXX  business days of receiving notice of an <em>error</em>. If the <em>investigation</em> takes longer, the <em>institution</em> must provide <em>provisional</em> <em>credit</em> to the <em>consumer</em>'s account within those XXXX  days for the amount of the <em>alleged</em> <em>error</em>. \\n<em>Consumer</em> <em>Financial</em> Protection Bureau\""],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[28.858408,"21283530"]},{"_index":"complaint-public-v1","_id":"8519040","_score":28.431595,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, an unauthorized wire transfer {$32000.00} appeared on my saving account. I noticed XXXX around on XXXX and immediately went to local Chase branch to report this. \nOn XX/XX/year>, I reported to local police in XXXX, IL with police report attached. \nAccording to police report, this unauthorized wire transfer was initiated in person in a branch in XXXX IL. \nAccording to Chase employee, someone with my fake ID went to one of Chase branch and initiated this wire transfer. \nI called Chase on XX/XX/year>. The claim department said they are still investigating the case and can not provide any timeline of when I can get results or my money back. It has been more than 35 days since Chase received my notice. However, Chase neither completes the investigation nor credits my account so far. This is a clear violation of CFR Part 1005 ( Regulation E ) 1005.11 Procedures for resolving errors ( c ) Time limits and extent of investigation Official interpretation of 11 ( c ) Time Limits and Extent of Investigation ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ;","date_sent_to_company":"2024-03-11T13:22:04.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"615XX","tags":null,"has_narrative":true,"complaint_id":"8519040","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-03-11T12:53:20.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."]},"sort":[28.431595,"8519040"]},{"_index":"complaint-public-v1","_id":"7972056","_score":28.133036,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, I discovered that approximately {$37000.00} had been transferred from my Marcus by Goldman Sachs ( Goldman Sachs USA ) savings account beginning on XX/XX/2023 through XX/XX/2023. In each instance, {$1000.00} was transferred out of my account to an XXXX account at XXXX XXXX XXXX. It seems this activity was done to evade AML structuring monitoring as well as the reporting requirements. I did not authorize any of these XXXX transactions. I have completed the necessary WSUD forms as provided by Goldman Sachs within the 10 business day time-period. I have called several times to determine when a provisional credit would be issued in my savings account as it is now Day XXXX of the investigation. These calls have been futile at this point as Goldman Sachs ' employee do not understand the language of their own deposit agreement, which mirrors Regulation E. \n\nDespite our 10 calls to Marcus by Goldman Sachs, the bank refuses to issue a provisional credit to me despite its own Deposit Agreement stating that they will provide a provisional credit within 10 business days, if the investigation takes longer. I am consistently told that an internal review is ongoing and we do not issue provisional credits. I simply want my funds returned to me. \n\nPursuant, Regulation E ( 12 CFR Part 1005 ) of the Electronic Funds Transfer Act ( https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ ), the act states : ( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited.","date_sent_to_company":"2023-12-08T19:45:18.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"079XX","tags":null,"has_narrative":true,"complaint_id":"7972056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-12-08T19:13:46.000Z","state":"NJ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."]},"sort":[28.133036,"7972056"]},{"_index":"complaint-public-v1","_id":"3560952","_score":27.698996,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I noticed a fraudulent ACH transfer from my checking account paid to a XXXX credit card that was not mine for {$6600.00} posted for XX/XX/XXXX. When I contacted Citibank, the representative stated it was probably a glitch in the system and did not suggest that I blocked the account however opened a case. \n\nOn XX/XX/XXXX, another ACH transfer was made for {$21000.00} to a XXXX credit card. At this point, the representative suggested that I placed a block on my account. \n\nOn XX/XX/XXXX, Citibank credited me {$6600.00} and on XX/XX/XXXX credited me {$21000.00}. Per the letter sent, \" We have concluded our research and are pleased to inform you that your request for reimbursement has been honored '' On XX/XX/XXXX, I received a call from Citibank Fraud department who informed me that my online banking information has been compromised so they will take action to issue me a new debit card. When I inquired whether my account will need to be closed they said NO. \n\nFast forward to XX/XX/XXXX when I realized my account has been blocked. Their letter dated XX/XX/XXXX states \" your accounts are now restricted from any debits and certain credits and will be closed within sixty days from the date of this letter ... If there are any funds that belong to you at the time of closure, Citibank will issue you an official check for that balance ... you may visit your local branch or contact us at the number below to determine if you're entitled to the funds sooner than the expected account closure date '' Since then I have called Citibank fraud department multiple times and went to the local branch ( 2 days after the date of the letter ) to attempt to close my account and receive my check but was met with the same brick wall- \" this is our policy, there is nothing you can do to access your money or close your account until the investigation is over '' As it stands I have over $ 55K sitting in my accounts that can not be accessed for \" up to 60 days ''. I just got my offer accepted for a home and I need the funds ASAP. I can not wait up to 60 days to receive my checks. It is absolutely unacceptable that I have no access to my money for an extended period of time. \n\nSee Regulation E below. Citibank has given me my provisional credit within a week of filing the claim however they turn around and block my entire account and are preventing me from accessing it for up to 60 days. From where I stand as the consumer, if this is a loophole that the banks can perform, how am I really protected as a consumer by this regulation that ensures I have timely access to my funds in the case of a fraud investigation? \n\n\n\n\nRegulation E 1005.11 Procedures for resolving errors, cited below : ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( c ) Time limits and extent of investigation ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ;","date_sent_to_company":"2020-03-10T07:23:02.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92122","tags":null,"has_narrative":true,"complaint_id":"3560952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-03-10T07:20:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[27.698996,"3560952"]},{"_index":"complaint-public-v1","_id":"12765748","_score":27.650068,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I submitted this transaction under scam and fraud because that is what the bank deemed it was when I submitted my compliant. After reviewing the electronic transfer act, I need to submit this under unauthorized transaction because it was an unauthorized transaction. The bank said it counted as an authorized transaction because the transfer was initiated by myself but it was not. I was not aware of submitting a wire transfer. I was submitted a wire reversal. The bank is in violation of the electronic transfer act in multiple ways with this transaction. First, they said it was authorized when it was not and filed it incorrectly. Second, the reverse wire that I thought I was submitting had the recipient of the funds addressed to myself. When I notified bank of america of the unauthorized transaction I made them aware that this reversal was addressed to myself as the receipient. This notified them of the error and they should have processed it right away. I notified them within 3 hours which according to the act if \" Unauthorized transfer ( s ) not involving loss or theft of an access device is notified within 60 days after transmittal of the periodic statement on which the unauthorized transfer first appears, the consumer has no liability for the transfer. The act states \" An error includes any of the following : An unauthorized EFT. An incorrect EFT to or from the consumers account. After receiving a notice of error, the financial institution must do all of the following : Promptly investigate the oral or written allegation of error. Complete its investigation within 10 business days. Report the results of its investigation within three business days after completing its investigation. Correct the error within one business day after determining that an error has occurred ( 12 CFR 1005.11 ( c ) ( 1 ) ). The financial institution may take up to 45 days ( 12 CFR 1005.11 ( c ) ( 2 ) ) to complete its investigation provided it : Provisionally credits the funds ( including interest, where applicable ) to the consumers account within the 10 business-day period. Advises the consumer within two business days of the provisional crediting. Gives the consumer full use of the funds during the investigation. However, where an error involves an unauthorized EFT, the financial institution must comply with the requirements of the provisions relating to unauthorized EFTs before holding the consumer liable, even if the consumer does not provide a notice of error within the time limits. When investigating a claim of error, the financial institution need only review its own records if the alleged error concerns a transfer to or from a third party, and there is no agreement between the financial institution and the third party for the type of EFT involved ( 12 CFR 1005.11 ( c ) ( 4 ) ). However, the financial institution may not limit its investigation solely to the payment instructions where other information within the financial institutions records pertaining to a particular account may help to resolve a consumers claim ( Comment 11 ( c ) ( 4 ) -5 ). If, after investigating the alleged error, the financial institution determines that an error has occurred, it must promptly ( within one business day after such determination ) correct the error, including the crediting of interest if applicable. The financial institution must provide within three business days of the completed investigation an oral or written report of the correction to the consumer and, as applicable, notify the consumer that the provisional credit has been made final ( 12 CFR 1005.11 ( c ) ( 1 ) & ( 2 ) ( iii ) and ( iv ) ). If the financial institution determines that no error occurred or that an error occurred in a different manner or amount from that described by the consumer, the financial institution must mail or deliver a written explanation of its findings within three business days after concluding its investigation. The explanation must include a notice of the consumers rights to request the documents upon which the financial institution relied in making its determination ( 12 CFR 1005.11 ( d ) ). Upon debiting a provisionally credited amount, the financial institution must notify the consumer of the date and amount of the debit and of the fact that the financial institution will honor ( without charge ) checks, drafts, or similar paper instruments payable to third parties and preauthorized debits for five business days after transmittal of the notice. Upon request from the consumer, the financial institution must promptly mail or deliver to the consumer copies of documents upon which it relied in making its determination ( 12 CFR 1005.11 ( d ) ( 1 ) ). If a financial institution has fully complied with the investigation requirements, it generally does not need to reinvestigate if a consumer later reasserts the same error. However, it must investigate a claim of error asserted by a consumer following receipt of information provided pursuant to 12 CFR 1005.11 ( a ) ( 1 ) ( vii ) and 12 CFR 1005.11 ( e ). '' Bank of america did not do any of this. Upon notice of the error and unauthorized transaction they refused to credit my account or help me financially in anyway. They actually referred me to look at local charities for financial assistance. They did not have a report within 3 business day and in fact closed my case after 45 business days. They did not notify me of closing my case and when I called for an update they would not give me any further information about my case. Later after submiting multiple complaints, a bank of america representative reached out stating there was no response from the other bank so they closed my case. I reached out to the other bank ( XXXX XXXX ) and they stated it is their policy to respond to all banks especially in cases like this and the only reason they would not have responded is if they did not get any communication from bank of america. Bank of america refused to give me my case records and in fact told me I would need a lawyer to subpoena my records. They completely violated the electronic funds act in multiple ways. If it was deemed an authorized transaction or not which is was not authorized there was still an error on the transaction and they were notified within XXXX hours of the transaction. \n\nPlease see initial submission for further details- Initial submission of complaint # XXXX","date_sent_to_company":"2025-04-02T00:17:46.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"21227","tags":null,"has_narrative":true,"complaint_id":"12765748","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-04-01T23:46:45.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["If, after <em>investigating</em> the <em>alleged</em> <em>error</em>, the <em>financial</em> <em>institution</em> determines that an <em>error</em> has occurred, it must promptly ( within one business day after such determination ) correct the <em>error</em>, including the <em>crediting</em> of interest if applicable."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[27.650068,"12765748"]},{"_index":"complaint-public-v1","_id":"21319646","_score":27.41058,"_source":{"product":"Checking or savings account","complaint_what_happened":"b\"Back on XXXX XXXX  I found out that on my business debit card with Bank Of America with the following account XXXX XXXX XXXX had been lost misused unauthorized activity on the following dates XXXX XXXX XXXX XXXX  there were 3 unauthorized withdrawals that I reported each found XXXX  for total of XXXX . Ive yet to even get an provisional credit from bank at all and my card was not in my possession either being XXXX XXXX I did lose my card or being XXXX  known for lots of theft via skimming ... I reported this to BOA on XXXX XXXX directly the XXXX  day\\n XXXX Procedures for resolving errors.\\nUnder Regulation E, financial institutions must investigate consumer electronic fund transfer (EFT) disputes promptly, generally within 10 business days of receiving notice of an error. If the investigation takes longer, the institution must provide provisional credit to the consumer's account within those 10 days for the amount of the alleged error.\\n\\nIt has been 11 Days now past federal regulated deadline\"","date_sent_to_company":"2026-04-16T21:32:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97213","tags":null,"has_narrative":true,"complaint_id":"21319646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-16T21:27:53.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["If the <em>investigation</em> takes longer, the <em>institution</em> must provide <em>provisional</em> <em>credit</em> to the <em>consumer</em>'s account within those 10 days for the amount of the <em>alleged</em> <em>error</em>.\\n\\nIt has been 11 Days now past federal regulated deadline\""],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[27.41058,"21319646"]},{"_index":"complaint-public-v1","_id":"16635971","_score":26.852516,"_source":{"product":"Checking or savings account","complaint_what_happened":"The rules around provisional credit for disputes on debit cards, like the Cash App XXXX XXXX, are governed by a federal regulation in the U.S. called Regulation XXXX ( XXXX XXXX ). \nHere 's a breakdown of the key points regarding provisional credit under XXXX XXXX for XXXX XXXX Transfer ( EFT ) errors, which includes unauthorized or incorrect debit card transactions : XXXX. XXXX XXXX : A financial institution has XXXX business days from receiving the notice of error to complete its investigation. \nXXXX. XXXX XXXX & XXXX XXXX : If the institution can not complete the investigation within those XXXX business days, it can take up to 45 days ( or 90 days in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new accounts ). \nCrucially, to use this extended timeframe ( beyond XXXX business days ), the institution must provisionally credit the consumer 's account in the amount of the alleged error within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the institution takes more than XXXX business days to investigate my dispute, they are generally required to issue a provisional credit within that XXXX window. \nIf they resolve the dispute within XXXX business days, they are not required to issue a provisional credit. \nWhat Cash App 's statement suggests : Cash App 's response ( \" XXXX credits aren't guaranteed or automatictimelines can vary ... '' ) is technically correct in that a credit isn't automatic if they can resolve the dispute quickly ( within XXXX business days ). However, if they need the full extended time ( up to XXXX or 90 days ), they are required by Regulation XXXX to issue the provisional credit within XXXX business days. \nMy situation : i filed the dispute on XX/XX/XXXX. \nIt is now XX/XX/XXXX. \nCounting business days ( XXXX, excluding federal holidays ), the XXXX window has passed by XX/XX/XXXX at latest. \nSince your dispute is \" still under review '' after the XXXX period, and they haven't issued provisional credit, they engaged in illegal tactics.","date_sent_to_company":"2025-10-16T11:33:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33027","tags":null,"has_narrative":true,"complaint_id":"16635971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-16T11:20:47.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Crucially, to use this extended timeframe ( beyond XXXX business days ), the <em>institution</em> must <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the <em>institution</em> takes more than XXXX business days to <em>investigate</em> my dispute, they are generally required to issue a <em>provisional</em> <em>credit</em> within that XXXX window."]},"sort":[26.852516,"16635971"]},{"_index":"complaint-public-v1","_id":"6063980","_score":26.835001,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Today XX/XX/2022 I'm filing this complaint only because the FTC routed me here first. I've tried to rectify the problem with this company several times. I opened a dispute for a plethora of unauthorized charges on XX/XX/2022, yes I have used the merchant before in the past, which is why I only disputed the unauthorized charges! Fast forward to XX/XX/2022 my claim was closed claiming no error were found. As I stated before on a previous complaint last time the investigation coincidently closed right before 12 CFR Part 1005 ( Reg E ) for my provisional credit to kick in. I did everything correctly. Reported the charges in a timely manner, mailed in Statement Of FrauXXXX via XXXX XXXX mail with a tracking number, and called multiply times to check on my dispute. Each time this company gave me the run around and/or blatantly hangs up in my face, asking for a callback number before every call just not to call you back. The only thing done partially right by this company is issuing me a refund for my replacement card that I ordered expedited, which took longer than advertised. To my surprise I learned that the investigation was reopened on XX/XX/2022 without any notification from this company. Had I not call in I would've never known. Extremely unprofessional but I digress. After finding out the investigation was reopened I rightfully inquired on my provisional credit as that is well within my consumer rights. I was told by one Representative since the investigation was reopened I would have to wait the full 90 days! Can you believe this? Neither can I. My last complaint I also requested proof or any documentation proving their finding on my dispute which is also within my consumer rights, so I can forward to my attorney take a look. Was my request granted? No. I suspect that I wasn't provided that information because they didn't really investigate anything, just decided to side with the merchant! Today XX/XX/2022 after finding out the investigation was reopened I asked for provisional credit as like everyone else I have bills. I was told that a request must be made to that department and it can take another XXXX business days to receive a response not to receive my credit but a response, you would think there would be some urgency since Wisely is already in violation of XXXXode of Federal Regulations. I asked for the department direct phone number or contact and was told that there is no numbers because its an \" Internal Department ''. 10 days have transpired since reopening the investigation Wisely By APD has failed to comply with Regulation E and is in Violation. There is no superiors/supervisor that you can be transferred to and every phone call is designed to make you give up on your hard earned money. The customer service agents each tell you a different lie. None of the agents are educated on consumer laws or customer service. I will be looking into filing a FTC complaint also. These people are borderline crooks, extremely miseducated, and need to be retrain expeditiously. I will end with this since rules, laws, and regulations seems foreign to the Financial Institution Wisely by ADP, 12 CFR 1005.11 - Procedures for resolving errors.\n\n( c ) Time limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred.\n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ).\n\n( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made.\n\n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made.","date_sent_to_company":"2022-10-08T15:16:11.000Z","issue":"Trouble using the card","sub_product":"Payroll card","zip_code":"33179","tags":null,"has_narrative":true,"complaint_id":"6063980","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ADP Inc.","date_received":"2022-10-08T15:09:27.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["If the <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, the <em>institution</em> may take up to 45 days from receipt of a notice of <em>error</em> to <em>investigate</em> and determine whether an <em>error</em> occurred, provided the <em>institution</em> does the following : ( i ) <em>Provisionally</em> <em>credits</em> the <em>consumer</em> 's account in the amount of the <em>alleged</em> <em>error</em> ( including interest where applicable ) within 10 business days of receiving the <em>error</em> notice."],"product":["<em>Credit</em> card or prepaid card"]},"sort":[26.835001,"6063980"]},{"_index":"complaint-public-v1","_id":"13420680","_score":26.51935,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint against Navy Federal Credit Union for failing to comply with Regulation XXXX of the Electronic Fund Transfer Act. \n\nOn XX/XX/2025, I reported unauthorized transactions totaling {$590.00} on my account. I promptly submitted all required documentation and fully cooperated with XXXX XXXX investigation. \n\nUnder 12 CFR 1005.11 ( c ) ( 2 ) ( i ), if a financial institution can not complete its investigation within XXXX business days, it must provisionally credit the consumers account for the amount of the alleged error to ensure full access to those funds during the investigation. As of today, XX/XX/2025, it has been XXXX business days, and I have not received a provisional credit nor a valid written explanation of denial or delay. \n\nXXXX XXXX has responded by stating that \" provisional credit is not issued during the appeal process, '' which is inconsistent with XXXX XXXX This delay is causing significant financial hardship. \n\nTheir most recent message declared that they consider this matter closed without resolving the issue, crediting my account, or offering legal justification for their failure to act in accordance with federal law.","date_sent_to_company":"2025-05-09T20:00:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"70737","tags":null,"has_narrative":true,"complaint_id":"13420680","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-05-09T19:52:46.000Z","state":"LA","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":["Under 12 CFR 1005.11 ( c ) ( 2 ) ( i ), if a <em>financial</em> <em>institution</em> can not complete its <em>investigation</em> within XXXX business days, it must <em>provisionally</em> <em>credit</em> the <em>consumers</em> account for the amount of the <em>alleged</em> <em>error</em> to ensure full access to those funds during the <em>investigation</em>. As of today, XX/XX/2025, it has been XXXX business days, and I have not received a <em>provisional</em> <em>credit</em> nor a valid written explanation of denial or delay."],"product":["<em>Credit</em> card"],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[26.51935,"13420680"]},{"_index":"complaint-public-v1","_id":"16975317","_score":26.197481,"_source":{"product":"Checking or savings account","complaint_what_happened":"I reported an unauthorized XXXX  Debit Card transaction on XX/XX/year>, in the amount of {$150.00} USD. The transaction details are : Dispute Case ID : XXXX Transaction ID : XXXX Amount : {$150.00} USD XXXX  has failed to comply with the requirements under 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) of Regulation E, which mandates that if an investigation can not be completed within 10 business days, the financial institution must provisionally credit the consumers account for the amount of the alleged error. \n\nNo provisional credit was issued, and I have not received a written explanation or final resolution of the dispute. This constitutes a violation of the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ).","date_sent_to_company":"2025-11-02T20:26:36.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"687XX","tags":null,"has_narrative":true,"complaint_id":"16975317","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-11-02T20:17:08.000Z","state":"NE","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["The transaction details are : Dispute Case ID : XXXX Transaction ID : XXXX Amount : {$150.00} USD XXXX  has failed to comply with the requirements under 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) of Regulation E, which mandates that if an <em>investigation</em> can not be completed within 10 business days, the <em>financial</em> <em>institution</em> must <em>provisionally</em> <em>credit</em> the <em>consumers</em> account for the amount of the <em>alleged</em> <em>error</em>."]},"sort":[26.197481,"16975317"]},{"_index":"complaint-public-v1","_id":"19033432","_score":26.129585,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am an established Chime member ( account older than 30 days ). On XX/XX/XXXX, I filed a dispute for an unauthorized transaction of ( Dispute # XXXX ) and others. As of today, XX/XX/XXXX, it is the XXXX business day since the dispute was filed. Under Regulation E ( 1005.11 ), if a financial institution is unable to complete its investigation within 10 business days, it is required to provisionally credit the consumer 's account for the amount of the alleged error. Chime has neither resolved the dispute nor issued the legally required provisional credit. Furthermore, I have XXXX other open disputes ( # XXXX and # XXXX ) that remain unresolved past the standard window. Chime support has failed to provide a valid reason for this delay.","date_sent_to_company":"2026-01-27T13:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"454XX","tags":null,"has_narrative":true,"complaint_id":"19033432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-01-27T12:53:45.000Z","state":"OH","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Under Regulation E ( 1005.11 ), if a <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days, it is required to <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account for the amount of the <em>alleged</em> <em>error</em>. Chime has neither resolved the dispute nor issued the legally required <em>provisional</em> <em>credit</em>. Furthermore, I have XXXX other open disputes ( # XXXX and # XXXX ) that remain unresolved past the standard window. Chime support has failed to provide a valid reason for this delay."],"company":["Chime <em>Financial</em> Inc"]},"sort":[26.129585,"19033432"]},{"_index":"complaint-public-v1","_id":"19444112","_score":25.907404,"_source":{"product":"Prepaid card","complaint_what_happened":"I. Statement of Facts On XX/XX/year>, I filed a dispute regarding unauthorized electronic fund transfers associated with my Crypto.com prepaid debit card. \n\nOn XX/XX/year>, Foris DAX, Inc. issued written notice that my account had been provisionally credited for disputed amounts. The written notice explicitly stated : These temporary credits are being provided while we investigate your claim You will have full use of these funds while we complete our investigation. \n\nSubsequently, my virtual card was restricted. I was informed via chat support that : A routine review had been performed. \nI would no longer be able to perform card purchases or apply for a new card. \nThe restriction applied to card functionality. \nI must wait until the investigation is completed. \nThe matter had been escalated internally. \nNo written explanation was provided specifying the legal or contractual basis for the restriction. \n\nAs a result of this restriction : I can not use my card for purchases. \nI can not apply for a replacement card. \nI can not access the provisionally credited funds through the only instrument authorized for such access. \nI was unable to use my funds during an emergency. \n\nThe company has provided provisional credit but has simultaneously XXXX access to the only mechanism by which the funds may be used.\n\nII. Regulatory Framework Implicated A. Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693f The EFTA requires that when a consumer reports an unauthorized electronic fund transfer, the financial institution must : 1. Conduct a good faith investigation ; 2. Provisionally credit the consumers account within 10 business days if the investigation can not be completed ; 3. Permit the consumer to use the funds during the investigation.\n\nDenying practical access to provisionally credited funds undermines the statutory purpose of the provisional credit requirement.\n\nB. Regulation E 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) When provisional credit is provided, the financial institution must : Provisionally credit the consumers account for the amount of the alleged error, including interest where applicable. \n\nOfficial Interpretations clarify that provisional credit must allow the consumer meaningful access to the funds pending investigation. \n\nIssuing provisional credit while simultaneously disabling card functionality prevents meaningful access and defeats the purpose of provisional credit protections.\n\nC. Consumer Financial Protection Act ( CFPA ) 12 U.S.C. 5531 Unfair Acts or Practices An act or practice is unfair if it : 1. Causes or is likely to cause substantial injury ; 2. The injury is not reasonably avoidable ; and 3. The injury is not outweighed by countervailing benefits.\n\nProviding provisional credit while freezing the instrument required to access those funds : Causes substantial financial injury, Is not reasonably avoidable by the consumer, Provides no apparent countervailing consumer benefit, Particularly where the institution has expressly represented in writing that the consumer will have full use of the funds.\n\nD. Potential Adverse Action / Account Restriction Concerns The company has restricted card privileges without providing : A written explanation of the specific basis for restriction, Notice of adverse action, if applicable, Clear disclosure of whether this restriction is tied to fraud review, compliance review, or dispute activity.\n\nThe lack of transparency raises additional compliance concerns.\n\nIII. Core Compliance Issue The central issue is this : Foris DAX , Inc. explicitly stated in writing that I would have full use of provisionally credited funds during the investigation. \n\nHowever, they simultaneously restricted card functionality and prevented access to those funds. \nThis action renders the provisional credit functionally inaccessible and inconsistent with the protections provided under Regulation E and the Electronic Fund Transfer Act.\n\nIV. Harm Experienced Inability to access funds during an emergency Financial hardship due to inability to use credited funds Lack of clear written explanation Ongoing uncertainty regarding access to funds","date_sent_to_company":"2026-02-12T09:15:41.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"32901","tags":null,"has_narrative":true,"complaint_id":"19444112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Foris DAX, Inc.","date_received":"2026-02-12T09:05:23.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["Regulation E 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) When <em>provisional</em> <em>credit</em> is provided, the <em>financial</em> <em>institution</em> must : <em>Provisionally</em> <em>credit</em> the <em>consumers</em> account for the amount of the <em>alleged</em> <em>error</em>, including interest where applicable. \n\nOfficial Interpretations clarify that <em>provisional</em> <em>credit</em> must allow the <em>consumer</em> meaningful access to the funds pending <em>investigation</em>."]},"sort":[25.907404,"19444112"]},{"_index":"complaint-public-v1","_id":"6796590","_score":25.839693,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/XXXX - {$220.00} XX/XX/XXXX - {$25.00} XX/XX/XXXX - {$350.00} XX/XX/XXXX - {$420.00} XX/XX/XXXX - {$20.00} A dispute was filed on XX/XX/XXXX for the transactions above. These are all XXXX XXXX. I was told that it is still under investigation, but they do not have to provide a provisional credit after 10 business days. \n\n\n( i ) Is received by the institution no later than 60 days after the institution sends the periodic statement or provides the passbook documentation, required by 1005.9, on which the alleged error is first reflected ; ( ii ) Enables the institution to identify the consumer 's name and account number; and ( iii ) Indicates why the consumer believes an error exists and includes to the extent possible the type, date, and amount of the error, except for requests described in paragraph ( a ) ( 1 ) ( vii ) of this section. \n\n( 2 ) Written confirmation. A financial institution may require the consumer to give written confirmation of an error within 10 business days of an oral notice. An institution that requires written confirmation shall inform the consumer of the requirement and provide the address where confirmation must be sent when the consumer gives the oral notification.","date_sent_to_company":"2023-04-06T00:28:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"255XX","tags":null,"has_narrative":true,"complaint_id":"6796590","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ADP Inc.","date_received":"2023-04-06T00:17:43.000Z","state":"WV","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I was told that it is still under <em>investigation</em>, but they do not have to provide a <em>provisional</em> <em>credit</em> after 10 business days."]},"sort":[25.839693,"6796590"]},{"_index":"complaint-public-v1","_id":"18719741","_score":25.343168,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I noticed that my Bank of America online checking account balance was extremely low, which was unusual. Upon reviewing my account activity, I discovered unauthorized and fraudulent debit card transactions made with XXXX XXXX and XXXX XXXX. The total amount of fraudulent charges was {$2100.00}. \n\nI have been a Bank of America customer for nearly 25 years, and I have always maintained my account in good standing. Because of this long-standing relationship, I was particularly concerned by the banks handling of this matter. \n\nI immediately contacted Bank of America and reported the transactions as fraudulent. I clearly informed the representative that I did not authorize these transactions and requested that they be disputed. I was advised that I would receive a provisional credit within 10 business days while Bank of America conducted its investigation. \n\nWithin a few days, I noticed that XXXX XXXX issued a credit, but I never received a provisional credit for the remaining fraudulent charge from XXXX XXXX. \n\nOn XX/XX/XXXX, after more than 10 business days had passed without receiving the full provisional credit, I contacted Bank of America again regarding the missing amount. The representative was unable to provide clear information and instead told me that the bank had until XX/XX/XXXX, to issue the full provisional credit. I was also provided with a different claims phone number, which caused further confusion. \n\nOn XX/XX/XXXX, I called the provided claims phone number. A different Bank of America representative informed me that the bank had only issued a {$35.00} provisional credit and that it would not issue a provisional credit for the remaining balance, which exceeded {$900.00}. I was also told that Bank of America had up to 90 days to complete its investigation. \n\nThis position misstates and violates Regulation E. Under 12 CFR 1005.11 ( c ) ( 2 ), when a financial institution can not complete its investigation within 10 business days, it must provisionally credit the consumers account for the full amount of the alleged error so that the consumer has use of the funds during the investigation.\n\nAdditionally, 12 CFR 1005.11 ( d ) ( 1 ) requires that the financial institution promptly correct the error or provide provisional credit, and 1005.11 ( b ) ( 1 ) defines unauthorized electronic fund transfers such as those at issue here.\n\nAs of today, Bank of America has failed to comply with these requirements, despite the fact that : The transactions were promptly reported as unauthorized More than 10 business days have elapsed The bank has acknowledged that the investigation is ongoing My checking account funds were removed, causing financial hardship The remaining provisional credit owed to me is {$920.00}.\n\nI am requesting that the CFPB require Bank of America to immediately issue the full provisional credit of {$920.00}, comply with Regulation E ( 12 CFR 1005.11 ), and provide a written explanation for its failure to follow federal consumer protection requirementsparticularly in light of my nearly 25-year customer relationship with the bank.","date_sent_to_company":"2026-01-14T18:00:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"18719741","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-01-14T17:45:05.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under 12 CFR 1005.11 ( c ) ( 2 ), when a <em>financial</em> <em>institution</em> can not complete its <em>investigation</em> within 10 business days, it must <em>provisionally</em> <em>credit</em> the <em>consumers</em> account for the full amount of the <em>alleged</em> <em>error</em> so that the <em>consumer</em> has use of the funds during the <em>investigation</em>."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[25.343168,"18719741"]},{"_index":"complaint-public-v1","_id":"20859625","_score":24.82835,"_source":{"product":"Checking or savings account","complaint_what_happened":"I dispute Wells Fargos XX/XX/XXXX response. The banks response is insufficient, conclusory, and does not resolve my complaint. I dispute both the denial of my claim and Wells Fargos refusal to refund the overdraft fees tied to the disputed activity. \n\nWells Fargo says it completed research, but its letter does not show a reasonable, documented investigation of the disputed transfers. Under the Electronic Fund Transfer Act and Regulation E, once a consumer gives timely notice of an alleged error, the financial institution must investigate the alleged error, determine whether an error occurred, and report the results to the consumer within the required time. If the institution can not complete the investigation within 10 business days, it may use provisional credit, but the investigation still must be concluded within the applicable regulatory period, and the consumer must have full use of the provisionally credited funds during the investigation. 15 U.S.C. 1693f ( a ), ( c ).\n\nWells Fargos response does not provide the factual basis necessary to justify denial. The letter says only that Wells Fargo did not identify evidence that the payment was made by an alternate method, could not locate charges on an alternate Wells Fargo account, and found the disputed transactions consistent with prior undisputed activity. Those are generalized conclusions, not a transaction-specific explanation showing what records were reviewed, what merchant or network data was obtained, what account evidence was compared, or how Wells Fargo determined that the disputed transactions were actually authorized by me. Regulation E requires a real investigation and a written explanation of findings if the bank concludes no error occurred. 12 C.F.R. 1005.11 ( c ), ( d ).\n\nThe CFPBs official commentary also makes clear that a financial institution must begin its investigation promptly upon receipt of an oral notice and may not delay until it receives written confirmation. It also states that if an error occurred, the institution must correct the error, including refunding any fees imposed by the institution, where applicable. 12 C.F.R. Part 1005, Official Interpretations to 1005.11 ( c ).\n\nI also dispute Wells Fargos apparent effort to rely on prior undisputed activity, receipt of benefit, or a broad transaction pattern instead of proving authorization of the disputed transfers. Under the Electronic Fund Transfer Act and Regulation E, consumer liability for unauthorized electronic fund transfers is limited by law, and the bank must comply with Regulation E before imposing liability on the consumer for an unauthorized EFT claim. 15 U.S.C. 1693g ( a ) ; 12 C.F.R. 1005.6 ( b ) ; Official Interpretations to 1005.11 ( b ). \nThe response is also deficient because it does not provide the documentation underlying Wells Fargos determination. If a financial institution determines that no error occurred, it must provide an explanation of its findings, include notice of the consumers right to request the documents relied upon, and, upon request, promptly provide reproductions of the documents it relied on. 15 U.S.C. 1693f ( d ) ; 12 C.F.R. 1005.11 ( d ) ( 1 ). The CFPBs official commentary further states that the institution must provide copies in understandable form. \n\nI am therefore formally requesting that Wells Fargo produce all documents and data it relied upon in denying my claim and reversing the provisional credit, including but not limited to internal claim notes, transaction logs, account comparisons, merchant information, network records, screenshots, and any other material used to conclude that no error occurred. Regulation E expressly provides that those documents must be produced upon request. \n\nI also dispute Wells Fargos refusal to refund the overdraft fees listed in its own response. Wells Fargo identified XXXX overdraft fees of {$35.00} each, totaling {$420.00}. Those fees are : Account ending in XXXX : XXXX payment posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX Account ending in XXXX : XXXXXXXX XXXX XXXXXXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX * XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX NJ posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX XXXX XXXX posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX XXXX XXXX  XXXX XXXX  posted XX/XX/XXXX {$35.00} fee applied XX/XX/XXXX That is {$420.00} in overdraft fees identified by Wells Fargo . Wells Fargo also says one {$35.00} courtesy refund was issued on XX/XX/XXXX for the XX/XX/XXXX XXXX transaction, which means at least {$380.00} remains outstanding even under Wells Fargos own accounting. \n\nThese fees should not have been dismissed with a blanket statement about Wells Fargos posting practices. The bank still must explain, transaction by transaction and fee by fee, why each overdraft fee remains valid, especially where the fees were tied to disputed transactions and where Wells Fargo reversed provisional credit after denying the claim. The CFPBs official commentary states that if an error occurred, the institution must correct the error, including refunding fees imposed by the institution where applicable, and that upon debiting provisional credit, the institution may not impose fees for items it is required to honor under 1005.11.\n\nWells Fargos letter also states that it reversed the provisional credit of {$74.00} on XX/XX/XXXX. If Wells Fargo debited provisional credit after concluding no error occurred, Regulation E required a written explanation of findings and notice of my right to request the documents relied upon, and those documents must be provided promptly upon request. 12 C.F.R. 1005.11 ( d ) ( 1 ) - ( 2 ) ; 15 U.S.C. 1693f ( d ).\n\nWells Fargos handling of this matter also appears to raise UDAAP concerns under the Consumer Financial Protection Act. The CFPB may prevent a covered person from engaging in an unfair, deceptive, or abusive act or practice in connection with a consumer financial product or service, and it is unlawful for a covered person to engage in an unfair, deceptive, or abusive act or practice. 12 U.S.C. 5531 ( a ), 5536 ( a ) ( 1 ) ( B ). An act or practice is unfair where it causes or is likely to cause substantial injury to consumers, the injury is not reasonably avoidable by consumers, and the injury is not outweighed by countervailing benefits to consumers or competition. 12 U.S.C. 5531 ( c ). Here, Wells Fargo reversed provisional credit, retained overdraft fees, and provided only a conclusory explanation rather than a transparent, evidence-based explanation of how it determined the disputed transactions were authorized. That caused concrete monetary harm to me in the form of unreimbursed fees and charges, and that harm was not reasonably avoidable once the bank controlled the investigation, the provisional credit decision, and the fee determinations. To the extent Wells Fargo failed to conduct a sufficient investigation, failed to provide a meaningful explanation, or retained fees without adequate support, that conduct appears to raise unfairness concerns under UDAAP.\n\nI am asking CFPB to require Wells Fargo to : 1. Reopen the investigation.\n\n2. Produce all documents and evidence relied upon in denying claim number XXXX and reversing the provisional credit. \n3. Provide a transaction-by-transaction explanation of how Wells Fargo concluded the disputed activity was authorized.\n\n4. Provide a fee-by-fee explanation of why each of the 12 overdraft fees remains valid. \n5. Refund all overdraft fees identified in the letter, totaling {$420.00}, or at minimum refund the outstanding {$380.00} Wells Fargo still appears to owe after the single {$35.00} courtesy refund it claims to have issued. \n6. Confirm whether Wells Fargo fully complied with the timing, investigation, provisional credit, written explanation, and document-production requirements of the Electronic Fund Transfer Act and Regulation E.\n\n7. Evaluate whether Wells Fargos conduct also constitutes an unfair act or practice under the Consumer Financial Protection Act/UDAAP provisions. \n\nMy position is straightforward : Wells Fargo has not shown a sufficient basis to deny my claim, has not provided the records it relied upon, and has not justified retaining the overdraft fees listed in its own response. I request that CFPB continue to pursue this matter and require a substantive response with supporting documentation.","date_sent_to_company":"2026-04-01T20:14:33.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"282XX","tags":null,"has_narrative":true,"complaint_id":"20859625","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-04-01T20:09:33.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["Wells Fargo says it completed research, but its letter does not show a reasonable, documented <em>investigation</em> of the disputed transfers. Under the Electronic Fund Transfer Act and Regulation E, once a <em>consumer</em> gives timely notice of an <em>alleged</em> <em>error</em>, the <em>financial</em> <em>institution</em> must <em>investigate</em> the <em>alleged</em> <em>error</em>, determine whether an <em>error</em> occurred, and report the results to the <em>consumer</em> within the required time."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[24.82835,"20859625"]},{"_index":"complaint-public-v1","_id":"20101731","_score":24.51093,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date : XX/XX/year> Re : XXXX XXXX Failure to Investigate Debit Card Dispute and Provide Provisional Credit Under Regulation E Consumer Information : Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, MA XXXX Phone : XXXX Email : XXXX Financial Institution : XXXX XXXX XXXXXXXX. \nAccount Type : Checking / Debit Card Account Number XXXX Nature of Complaint I am filing this complaint against XXXX XXXX XXXXXXXX. for its failure to properly process, investigate, and resolve a debit card dispute in accordance with the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ). Santander has also failed to issue a provisional credit to my account as required by federal law. \nFacts On or about [ DATE OF STAY ], I stayed at a XXXX XXXX located at [ HOTEL ADDRESS ]. The hotel failed to provide basic essential services to my room, including heat, hot water, and electricity. These failures rendered the room essentially uninhabitable and constituted a fundamental failure to deliver the services I paid for. \n\nThe charge to my Santander debit card was in the amount of {$260.00}, posted on or about XX/XX/year>. \n\nI initially requested a refund directly from XXXX XXXX. When the hotel failed to resolve the matter, I contacted XXXX XXXX to file a debit card dispute. \n\nSantander erected unreasonable barriers to filing the dispute. very long wait time, multiple transfers to right person, to take complaint. Agent spoke broken XXXX and was sarcastic and initially refused to take complaint, excessive hold times, being transferred repeatedly, being told I couldn't file. \n\nAfter I persisted, the dispute was formally filed on or about XX/XX/year>. \n\nDespite the claim being successfully filed, Santander failed to conduct a reasonable investigation into my dispute. I received no communication regarding the status of the investigation, no request for additional documentation, and no written acknowledgment of the steps being taken to resolve my claim. \n\nSantander failed to issue a provisional credit to my account. Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution is unable to complete its investigation within 10 business days of receiving notice of an error, it must provisionally credit the consumer 's account for the amount of the alleged error ( including interest, where applicable ) within 10 business days and notify the consumer within two business days of doing so. As of the date of this complaint well beyond the 10-business-day window no provisional credit has been issued.\n\nI contacted Santander to notify them of their failure to comply with Regulation E 's provisional credit and investigation requirements. Despite being made aware of their obligations, Santander took no corrective action.\n\nViolations XXXX XXXX 's conduct violates the following provisions : 12 CFR 1005.11 ( c ) ( 1 ) : Failure to investigate and determine whether an error occurred within the required timeframe.\n\n12 CFR 1005.11 ( c ) ( 2 ) : Failure to provisionally credit my account when the investigation was not completed within 10 business days.\n\n12 CFR 1005.11 ( d ) : Failure to provide written notification of the results of its investigation.\n\n15 U.S.C. 1693f : Violation of the error resolution procedures mandated by the Electronic Fund Transfer Act.","date_sent_to_company":"2026-03-09T19:20:49.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"027XX","tags":"Older American","has_narrative":true,"complaint_id":"20101731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2026-03-09T18:49:35.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a <em>financial</em> <em>institution</em> is unable to complete its <em>investigation</em> within 10 business days of receiving notice of an <em>error</em>, it must <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account for the amount of the <em>alleged</em> <em>error</em> ( including interest, where applicable ) within 10 business days and notify the <em>consumer</em> within two business days of doing so."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[24.51093,"20101731"]},{"_index":"complaint-public-v1","_id":"17930238","_score":24.322067,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Subject : Violation of Regulation E - Failure to Investigate Unauthorized Transfer - KeyBank Narrative : I am filing this complaint against KeyBank regarding their failure to investigate and resolve a clear instance of account fraud, in violation of the Electronic Fund Transfer Act ( Regulation E ). \n\nOn XXXX, unauthorized transactions totaling {$100000.00} occurred on my Account Number ending in XXXX. I immediately notified KeyBank on XXXX via phone/email. \n\nDespite my prompt notification, KeyBank has failed to uphold its obligations under federal law : XXXX. Failure to Provide Provisional Credit : Under Regulation E ( 12 CFR 1005.11 ), if an investigation can not be completed within 10 business days, the financial institution is required to provisionally credit the consumer 's account for the amount of the alleged error. It has now been 76 days, and I have received neither a resolution nor a provisional credit. \n\nXXXX. Lack of Communication : I have attempted to follow up by an FBI agent, follow-up emails on XX/XX/year>, and phone call on calls in XXXX and XXXX, and the last call on XX/XX/year>, but the bank has ceased meaningful communication and has provided no written explanation of their findings or the status of the investigation. \n\nI have provided all the requested documentation, including Police report XXXX, yet the funds remain missing.","date_sent_to_company":"2025-11-25T21:44:13.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"92806","tags":null,"has_narrative":true,"complaint_id":"17930238","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2025-11-25T21:29:32.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Failure to Provide <em>Provisional</em> <em>Credit</em> : Under Regulation E ( 12 CFR 1005.11 ), if an <em>investigation</em> can not be completed within 10 business days, the <em>financial</em> <em>institution</em> is required to <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account for the amount of the <em>alleged</em> <em>error</em>. It has now been 76 days, and I have received neither a resolution nor a <em>provisional</em> <em>credit</em>. \n\nXXXX."]},"sort":[24.322067,"17930238"]},{"_index":"complaint-public-v1","_id":"17895303","_score":24.260164,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Subject : Violation of Regulation E - Failure to Investigate Unauthorized Transfer - KeyBank Narrative : I am filing this complaint against KeyBank regarding their failure to investigate and resolve a clear instance of account fraud, in violation of the Electronic Fund Transfer Act ( Regulation E ). \n\nOn XXXX, a fraudulent wire transfer transaction totaling {$100000.00} occurred on my Account Number ending in XXXX at XXXX XXXX XXXX XXXX. I immediately notified KeyBank on XXXX via phone/email. \n\nDespite my prompt notification, KeyBank has failed to uphold its obligations under federal law : 1. Failure to Provide Provisional Credit : Under Regulation E ( 12 CFR 1005.11 ), if an investigation can not be completed within 10 business days, the financial institution is required to provisionally credit the consumer 's account for the amount of the alleged error. It has now been XXXX days, and I have received neither a resolution nor a provisional credit.\n\n2. Lack of Communication : I have attempted to follow up by an XXXX  agent, follow-up emails on XX/XX/2025, and phone calls in XXXX and XXXX, and last call on XX/XX/2025, but the bank has ceased meaningful communication and has provided no written explanation of their findings or the status of the investigation. \n\nI have provided all the requested documentation, including Police report XXXX, yet the funds remain missing.","date_sent_to_company":"2025-11-25T02:49:59.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"92806","tags":null,"has_narrative":true,"complaint_id":"17895303","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2025-11-25T02:04:52.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Failure to Provide <em>Provisional</em> <em>Credit</em> : Under Regulation E ( 12 CFR 1005.11 ), if an <em>investigation</em> can not be completed within 10 business days, the <em>financial</em> <em>institution</em> is required to <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account for the amount of the <em>alleged</em> <em>error</em>. It has now been XXXX days, and I have received neither a resolution nor a <em>provisional</em> <em>credit</em>.\n\n2."]},"sort":[24.260164,"17895303"]},{"_index":"complaint-public-v1","_id":"10386898","_score":24.146921,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2024 a charge from XXXX in the amount of {$99.00} was pending. XXXX was contacted and due to the software not being utilized since XX/XX/2024 the transaction was reversed on their end, as told by several representatives of the company. The charge remained pending until it posted. After waiting 10 business days, communication was sent to the merchant with a response stating that there would be no refund as the transaction was voided on their end and the charge should have reversed, resulting in the funds being returned to my available balance. Being that the merchant stated this information and the charge still reflecting as posted, a dispute was issued with Block Inc/Square Inc/Cashapp , hereby addressed as 'financial institution '. The dispute included the communication from the merchant stating the transaction was voided on their end. The dispute was denied and the supporting documentary evidence was disregarded. Further communication with the merchant referred to my financial institution for any further assistance due to the fact that the transaction was voided and nothing further on their end could be done. Several communication attempts with the financial institution resulted in the refiling of the dispute a total of 5 times along with 5 denials of said dispute, regardless of the communication directly from the merchant stating the transaction was voided and services were not rendered. Upon request of the information used to determine the decision, a timestamp of the posted transaction was provided with no additional supporting evidence relied upon to reach the conclusion of no error occurring. \n\nThe dealing of this issue has caused a great deal of stress, migraines, loss of sleep, mental anguish and XXXX  XXXX. Not including the time spent on various phone calls to attempt to have a proper investigation completed. All of this has been very stressful and without a proper investigation to be conducted, concluding that the funds for services not rendered by the merchant is deceptive, unfair, and unethical as per 15 USC 1693 ( f ) ( e ) ( 1 ) and 15 USC 1693 ( f ) ( e ) ( 2 ) as refusal to make a good faith investigation of the alleged error, nor did the financial institution provisionally credit the consumer 's account, nor was there reasonable basis for believing that the consumer 's account was not in error. The financial institution also knowingly and willingly concluded that the consumer 's account was not in error when such conclusion could not reasonably have been drawn from the evidence available at the time of investigation. Upon request of all information used during the course of the investigation, the financial institution failed to provide all documents relied upon to conclude such error did not occur, as per 15 USC 1693f ( d ). I have attached the communications from both the merchant and the financial institution as supporting documentary evidence.","date_sent_to_company":"2024-10-08T04:47:09.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"32714","tags":null,"has_narrative":true,"complaint_id":"10386898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-10-08T03:49:55.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["All of this has been very stressful and without a proper <em>investigation</em> to be conducted, concluding that the funds for services not rendered by the merchant is deceptive, unfair, and unethical as per 15 USC 1693 ( f ) ( e ) ( 1 ) and 15 USC 1693 ( f ) ( e ) ( 2 ) as refusal to make a good faith <em>investigation</em> of the <em>alleged</em> <em>error</em>, nor did the <em>financial</em> <em>institution</em> <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's account, nor was there reasonable basis for believing that the <em>consumer</em> 's account was not in <em>error</em>"]},"sort":[24.146921,"10386898"]},{"_index":"complaint-public-v1","_id":"3370294","_score":23.424496,"_source":{"product":"Checking or savings account","complaint_what_happened":"There was a fradulent fale stop payment made by XXXX XXXX of XXXX XXXX. On or around XX/XX/XXXX 2019- XX/XX/XXXX2019 that must be put into investigation and my account re credited for this error. This is the actual receipt of the XXXX ice maker inside the False stop payment XXXX refrigerator. It was manufactured in XXXX of 2019.I showed images of the box it came in with serial number above. \nServices Received By The XXXX XXXX XXXX Bank XXXX XXXX XXXX. \n1 Brand New XXXX XXXX XXXX maker. total assembly with warranty that can be verified. \nPart Inquiring Service on the phone 20 minutes on Hold putting part on will call Part Expedition Service Receiving Part Same Day Service Fee Part Purchasing No Deposit given Part Picking Up Requires Driving to The Supply Location ( Time, Driving Part Correct Part Confirmation Testing New Part Service Part Transporting From Supply house To Customer Service address, Service Fee Old Part uninstall removal Service fee New Part Install Removal Service Fee 2 Service Calls fee Ice maker adjusting and then unadjusting service fee Saturday Service Weekend fee nd I still kept it within the Original quoting Everything was done to the highest grade of competency. I tested the water supply to the ice maker verified water supply and water dispenser. I replaced the old ice maker with a brand new XXXX ice maker that was tested before installing gave him a 25 day warranty on labor and 1 year warranty on the part. He had inconsistencies with the electrical breaker and receptacle. I told him to hive a residential electrician analyses and correct any non grounding and short issues and also to child proof any receptacles around the interior of building but he didnt. He dishonestly files a stop payment with an intent to defraud.You dont stop payment because you dont want to understand. he kept requesting a new Ice maker so he got what he asked for same day. And then he stops payment.Obviously he doesnt know what he is talking about. Or else he would have fixed the issue himself. This is a bank error on Chase bank and this false illegal stop payment requires reversal and fees put back into XXXX XXXX account in the total of {$270.00} requires reversal being removed from XXXX XXXX account hes a defrauder and he abused and co conspired the bank so underhandedly and this checks holder be put on XXXX  so he cant do these defrauding things any longer. Because making Chase bank aware of this with undisputed burden of proof evidence and they dont follow the regulation of Regulation E, FDIC, EFT, will put the bank in illegal circumstances. This matter is to be put into investigation. We require response to the matter with 7 days. \nElectronic Fund Transfer Act In 1979, the Electronic Fund Transfer Act ( EFTA ), also known as Regulation E, was implemented to protect consumers when they use electronic means and check are also covered to manage their finances. \nCompensation for Violations of the EFTA Electronic funds transaction act. \nIf a financial institution breaks laws established by the EFTA, you may be able to sue for damages in court. Thats if they refuse to credit the money back or correct an error. You can also sue if they fail to prevent a transfer when you reported the lost or stolen card and told them to freeze the account. Youre entitled to the money lost and potentially punitive damages between $ XXXX {$1000.00} as well as court fees and attorneys fees. \nI have rendered the service based on agreement, and I am entitled to that money. The demand letter in this complaint Chase bank can not say they did not receive it. Requesting a demand for payment the fraudulent stop payment within 7 days or you will file in the small claims court. As per FDIC Rules and Regulations : SECTION 1005.11 PROCEDURES FOR RESOLVING ERRORS 5. Discovery of error by institution. The error resolution procedures of this section apply when a notice of error is received from the consumer, and not when the financial institution itself discovers and corrects an error. \n\n11 ( c ) Time Limits and Extent of Investigation Supplement I to Part 1005Official Interpretations SECTION 1005.2 DEFINITIONS 1. Fund transfers covered. The term \" electronic fund transfer '' includes : v. A transfer via ACH where a consumer has provided a check to enable the merchant or other payee to capture the routing, account, and serial numbers to initiate the transfer, whether the check is blank, partially completed, or fully completed and signed ; whether the check is presented at POS or is mailed to a merchant or other payee or lockbox and later converted to an EFT ; or whether the check is retained by the consumer, the merchant or other payee, or the payee 's financial institution. \n\n\nSupplement I to Part 1005OfficiaXXXX Interpretations Investigations. \nSECTION 1005.2 DEFINITIONS 11 ( d ) ( 2 ) Debiting Provisional Credit 1. Alternative procedure for debiting of credited funds. The financial institution may comply with the requirements of this section by notifying the consumer that the consumer 's account will be debited five business days from the transmittal of the notification, specifying the calendar date on which the debiting will occur. \n2. 1. Notice to consumer. Unless otherwise indicated in this section, the financial institution may provide the required notices to the consumer either orally or in writing. \n3. 2. Written confirmation of oral notice. A financial institution must begin its investigation promptly upon receipt of an oral notice. It may not delay until it has received a written confirmation. \n4. 3. Charges for error resolution. If a billing error occurred, whether as alleged or in a different amount or manner, the financial institution may not impose a charge related to any aspect of the error-resolution process ( including charges for documentation or investigation ). Since the Act grants the consumer error-resolution rights, the institution should avoid any chilling effect on the good-faith assertion of errors that might result if charges are assessed when no billing error has occurred. \n5. 4. Correction without investigation. A financial institution may make, without investigation, a final correction to a consumer 's account in the amount or manner alleged by the consumer to be in error, but must comply with all other applicable requirements of 1005.11. \n6. 5. Correction notice. A financial institution may include the notice of correction on a periodic statement that is mailed or delivered within the 10-business-day or 45-calendar-day time limits and that clearly identifies the correction to the consumer 's account. The institution must determine whether such a mailing will be prompt enough to satisfy the requirements of this section, taking into account the specific facts involved. \n7. 6. Correction of an error. If the financial institution determines an error occurred, within either the 10-day or 45-day period, it must correct the error ( subject to the liability provisions of 1005.6 ( a ) and ( b ) ) including, where applicable, the crediting of interest and the refunding of any fees imposed by the institution. In a combined credit/EFT transaction, for example, the institution must refund any finance charges incurred as a result of the error. The institution need not refund fees that would have been imposed whether or not the error occurred. \n8. 7. Extent of required investigation. A financial institution complies with its duty to investigate, correct, and report its determination regarding an error described in 1005.11 ( a ) ( 1 ) ( vii ) by transmitting the requested information, clarification, or documentation within the time limits set forth in 1005.11 ( c ). If the institution has provisionally credited the consumer 's account in accordance with 1 9. \n10. SECTION 1005.2 DEFINITIONS 11. 11 ( d ) ( 2 ) Debiting Provisional Credit 12. 1. Alternative procedure for debiting of credited funds. The financial institution may comply with the requirements of this section by notifying the consumer that the consumer 's account will be debited five business days from the transmittal of the notification, specifying the calendar date on which the debiting will occur. \n\nDeceptive Trade Practices Act : XXXX XXXX has violated this law : he has violated this law. the price paid is substantial evidence to support that he asked how long was the warranty? because he knows it is brand new period. He still has this stolen property in his possession. I may also recover up to three times damages, he knowingly commited this fraud and implicated the bank in the process. \nCalifornia Business & Professions Code 17200 prohibits any unlawful, ... [ A ] ny unlawful, unfair or fraudulent business act or practice is deemed ... section 17200 common law fraud or deception.","date_sent_to_company":"2019-09-11T07:49:48.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90504","tags":null,"has_narrative":true,"complaint_id":"3370294","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-09-11T03:23:25.000Z","state":"CA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["Correction without <em>investigation</em>. A <em>financial</em> <em>institution</em> may make, without <em>investigation</em>, a final correction to a <em>consumer</em> 's account in the amount or manner <em>alleged</em> by the <em>consumer</em> to be in <em>error</em>, but must comply with all other applicable requirements of 1005.11. \n6. 5. Correction notice."]},"sort":[23.424496,"3370294"]},{"_index":"complaint-public-v1","_id":"6937074","_score":23.41189,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"THIS IS LETTER I SENT BANK OF AMERICA in LATE XXXX, XXXX. I ALSO EMAILED THEIR EXECUTIVE OFFICES. THEY RESPONDED BUT SAID THE TERMS OF BANK OF AMERICA AND XXXX IS THAT IF MONEY IS SENT, IT'S GONE, UNLESS I CAN PROVE THEIR LIABILITY : On XX/XX/XXXX and XX/XX/2023, I entered an incorrect phone number, XXXX, and sent {$350.00} total ( {$150.00} + {$200.00} ) to that incorrect phone number while using XXXX and being logged into my Bank of America account. I made a mistake that many others have also made, many who have brought and will bring legal action against their banks and XXXX under the EFTA. \n\nThe Consumer Financial Protection Bureau issued a statement that XXXX transactions are covered by the EFTA, Reg. E, and therefore, federal law requires Bank of America to refund or credit my account : The Electronic Fund Transfer Act ( EFTA ) and Regulation E apply to an electronic fund transfer that authorizes a financial institution to debit or credit a consumer 's account. 12 CFR 1005.3 ( a ). \nThe term account means a demand deposit ( checking ), savings, or other consumer asset account ( other than an occasional or incidental credit balance in a credit plan ) held directly or indirectly by a financial institution and established primarily for personal, family, or household purposes. 12 CFR 1005.2 ( b ) ( 1 ). It includes a prepaid account, as defined by Regulation E. 12 CFR 1005.2 ( b ) ( 3 ).\n\nThe term electronic fund transfer or EFT means any transfer of funds that is initiated through an electronic terminal, telephone, computer, or magnetic tape for the purpose of ordering, instructing, or authorizing a financial institution to debit or credit a consumer 's account. 12 CFR 1005.3 ( b ) ( 1 ). Accordingly, Regulation E applies to any person-toperson ( P2P ) or mobile payment transactions that meet the definition of EFT, including debit card, ACH, prepaid account, and other electronic transfers to or from a consumer account. 12 CFR 1005.3 ( b ) ( 1 ) ( v ) ; Comment 3 ( b ) ( 1 ) -1.ii.\n\nFuthermore, the EFTA states that a credit/refund must be issued if an error is made. In this case, despite the Bank of America letter that erroneously claims no error was involved, so the Bank has no liability, under the EFTAs definition of error listed below, there was clearly an error of an incorrect phone number being entered by me and the money being sent to an incorrect person, thus falling under the protection of the EFTA. The pertinent part below is this section of the error definition : An incorrect EFT to or from the consumer 's account ; The EFTAs full definition of error and directions to the bank to immediately credit the account holder of the funds involved : Procedures for Resolving Errors Section 205.11 This section defines \" error '' and describes the steps the consumer must take when asserting an error in order to receive the protection of the EFTA and Regulation E, and the procedures that a financial institution must follow to resolve an alleged error.\n\nAn \" error '' includes any of the following : An unauthorized EFT ; An incorrect EFT to or from the consumer 's account ; The omission from a periodic statement of an EFT to or from the consumer 's account that should have been included ; A computational or bookkeeping error made by the financial institution relating to an EFT ; The consumer 's receipt of an incorrect amount of money from an electronic terminal ; An EFT not identified in accordance with the requirements of sections 205.9 or 205.10 ( a ) ; or A consumer 's request for any documentation required by sections 205.9 or 205.10 ( a ) or for additional information or clarification concerning an EFT. ( Section 205.11 ( a ) ( 1 ) ).\n\nThe term error does not include : A routine inquiry about the balance in the consumer 's account or a request for duplicate copies of documentation or other information that is made only for tax or other recordkeeping purposes. ( Sections 205.11 ( a ) ( 2 ) ( i ), ( ii ), and ( iii ) ).\n\nThe fact that a financial institution does not make a terminal receipt available for a transfer of {$15.00} or less in accordance with 205.9 ( e ). ( Staff Commentary 205.11 ( a ) -6 ).\n\nA financial institution must comply with the error resolution procedures in Section 205.11 with respect to any oral or written notice of error from the consumer that : The financial institution receives not later than 60 days after sending a periodic statement or other documentation first reflecting the alleged error ( but see 205.14 and 205.18 ) ; Enables the financial institution to identify the consumer 's name and account number ; and Indicates why the consumer believes the error exists, and, to the extent possible, the type, date, and amount of the error. ( Section 205.11 ( b ) ( 1 ) ) A financial institution may require a consumer to give written confirmation of an error within 10 business days of giving oral notice. The financial institution must provide the address where confirmation must be sent. ( Section 205.11 ( b ) ( 2 ) ) Error Resolution Procedures. After receiving a notice of error, the financial institution must : Promptly investigate the oral or written allegation of error, Complete its investigation within 10 business days, ( Section 205.11 ( c ) ( 1 ) ) Report the results of its investigation within three business days after completing its investigation, and Correct the error within one business day after determining that an error has occurred.\n\nThe financial institution may take up to 45 calendar days ( Section 205.11 ( c ) ( 2 ) ) to complete its investigation provided it : Provisionally credits the funds ( including interest, where applicable ) to the consumer 's account within the 10 business-day period ; Advises the consumer within 2 business days of the provisional crediting ; and Gives the consumer full use of the funds during the investigation.\n\nFinally, the phone number that I sent the money to was also registered with XXXX. A Bank of America rep told me to call that person and try to get the money back. Neither Bank of America nor XXXX would offer any help. I called that number, and as expected, we began arguing when the person denied receiving the money ( the transfer to this person can easily be traced, so denials are irrelevant ). It is hard to believe that Bank of America and XXXX would pit me and this person who received the money against each other. It is completely foreseeable by Bank of America and XXXX that a conflict would arise in such a situation. \nForeseeability is the basis of all civil case claims, so in essence, telling customers to fight it out is outrageous. We are not talking about fraud or a scam, these are two bank account holders whose identities are known. \nBank of America and XXXX should both have a process to handle such occurrences on their end without encouraging conflict. \nThank you for your attention and anticipated quick action to credit/refund my clients account for {$350.00}.","date_sent_to_company":"2023-05-08T00:25:09.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"32812","tags":null,"has_narrative":true,"complaint_id":"6937074","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-05-07T23:50:59.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The <em>financial</em> <em>institution</em> may take up to 45 calendar days ( Section 205.11 ( c ) ( 2 ) ) to complete its <em>investigation</em> provided it : <em>Provisionally</em> <em>credits</em> the funds ( including interest, where applicable ) to the <em>consumer</em> 's account within the 10 business-day period ; Advises the <em>consumer</em> within 2 business days of the <em>provisional</em> <em>crediting</em> ; and Gives the <em>consumer</em> full use of the funds during the <em>investigation</em>.\n\nFinally, the phone number that I sent the money to was also registered with XXXX."]},"sort":[23.41189,"6937074"]},{"_index":"complaint-public-v1","_id":"13869620","_score":23.133133,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XX/XX/year>, I filed XXXX separate disputes with Navy Federal Credit Union regarding unauthorized or undelivered transactions made using my debit card. The details are as follows : XXXX. XX/XX/year> Dispute Against Foreign Friends ( {$67.00} ) : I filed a dispute for a charge of {$67.00} from a company called Foreign Friends. I never received the item I ordered, nor have I received any shipping confirmation or delivery updates from the merchant. The lack of communication and non-delivery prompted me to submit the dispute. \nXXXX. Later in XXXX Dispute Against Vision World for {$89.00} : I filed another dispute against XXXX XXXX for a product I purchased that was advertised as premade and stated it would ship within XXXX business days. That order was never fulfilled, and I did not receive any shipment or tracking details. The merchant failed to honor the expected delivery timeline or provide proof of fulfillment. \n\nDespite these facts and my submission of supporting documentation, Navy Federal Credit Union has refused to issue provisional credit while they continue their investigation. A representative explicitly informed me that they would not provide provisional crediteven though I had demonstrated I never received the goodswhich contradicts the protections afforded under Regulation E of the Electronic Fund Transfer Act.\n\nUnder 12 CFR 1005.11 ( c ) ( 2 ), if an investigation can not be completed within XXXX business days, a financial institution is required to provisionally credit the consumers account for the amount of the alleged error. Navy Federal has not complied with this requirement, leaving me without access to my own funds while the bank continues its investigation beyond the allowed timeframe. \n\nThis handling of my case does not reflect the duty of care expected from my banking institution and has caused me undue financial stress. I believe my rights under Regulation E have been violated, and I am seeking assistance to ensure that my funds are restored in a timely and lawful manner.","date_sent_to_company":"2025-06-03T12:14:23.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"32223","tags":null,"has_narrative":true,"complaint_id":"13869620","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-06-03T11:40:08.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Under 12 CFR 1005.11 ( c ) ( 2 ), if an <em>investigation</em> can not be completed within XXXX business days, a <em>financial</em> <em>institution</em> is required to <em>provisionally</em> <em>credit</em> the <em>consumers</em> account for the amount of the <em>alleged</em> <em>error</em>. Navy Federal has not complied with this requirement, leaving me without access to my own funds while the bank continues its <em>investigation</em> beyond the allowed timeframe."],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"]},"sort":[23.133133,"13869620"]},{"_index":"complaint-public-v1","_id":"11782310","_score":23.053637,"_source":{"product":"Checking or savings account","complaint_what_happened":"Follow-Up on Complaint Regarding Mishandling of Claims by Wells Fargo To Whom It May Concern, This letter serves as a follow-up to my previously submitted complaint concerning Wells Fargos mishandling of error claims on my closed account ending in XXXX. The reported errors involve unauthorized international transactions in XXXX and XXXX. I have provided additional supporting documentation, including audio recordings, notices, and timelines, to demonstrate Wells Fargos violations of **Regulation E ( 12 CFR Part 1005 ) ** and improper handling of these claims. \n\nBelow is a detailed account of the issues, along with references to specific CFPB regulations that substantiate my claims. I request immediate intervention by the CFPB to ensure compliance and address the financial harm caused by these violations. \n\n1. Failure to Investigate the Correct Account ( XXXX ) Despite my explicit claims regarding errors on account ending in XXXX, Wells Fargo closed those claims and issued decisions for transactions on an unrecognized account ending in XXXX. This demonstrates a failure to investigate the correct account as required under **12 CFR 1005.11 ( c ) ( 4 ) ** : * '' A financial institution shall investigate the alleged error promptly and determine, within 10 business days of receiving a notice of error, whether an error occurred. \" * This negligence has caused unnecessary delays and additional financial harm.\n\n**2. Failure to Issue Provisional Credits Within 10 Business Days** Under **12 CFR 1005.11 ( c ) ( 2 ) ( i ) **, Wells Fargo was obligated to issue provisional credits for the reported transactions if the investigation could not be completed within **10 business days**. To date, no provisional credits have been issued for the transactions reported on account XXXX, a clear violation of Regulation E. \n\n**3. Improper Combination of Multiple Claims** Wells Fargo combined my 10 separate claims into a single claim without providing any explanation or justification. While administrative grouping may be acceptable, this must not compromise the thoroughness of the investigation or the resolution of individual claims. Regulation E requires financial institutions to investigate each claim fully and transparently.\n\n**4. Lack of Transparency in Investigation and Decisions** Wells Fargo has failed to provide detailed explanations of their investigation, findings, and why decisions were issued for account XXXX instead of account XXXX. Under **12 CFR 1005.11 ( d ) ( 1 ) **, financial institutions are required to provide consumers with a written explanation of their investigation, including their determination and supporting evidence.\n\n**5. Mismanagement During XX/XX/year>, Call With Supervisor XXXX On XXXX XXXX, XXXX, I spoke with Wells Fargo supervisor XXXX regarding my claims . During this call : XXXX stated that I could not file a claim for account XXXX without a transaction statement. ** This is incorrect, as **12 CFR 1005.11 ( b ) ( 1 ) ( i ) ** allows a consumers error notice to be considered timely if it is received within 60 days of the periodic statement issuance, regardless of whether the consumer has a physical statement at the time of reporting.\n\n**She further stated that I needed to walk into a branch to file a claim for account XXXX. ** This contradicts **12 CFR 1005.11 ( b ) ( 2 ) **, which states : * '' The consumer may provide notice of error orally or in writing. \" * Consumers are not required to visit a branch to report errors, making this directive unnecessary and burdensome. \n\nXXXX transferred me to the **Executive Office** for escalation. However, the representative failed to file a complaint and instead attempted to transfer me to the **identity theft department**, which was unrelated to my claims. This demonstrates poor training and further delays in resolving my legitimate complaints. \n\n**6. Lack of Statement Delivery and Delays** On*XXXX XXXX, XXXX, I requested a statement for account XXXX to clarify the transactions in question. As of this letters date, I have not received the requested statement via regular mail or email. Wells Fargos failure to provide this statement in a timely manner further obstructs my ability to address the errors effectively.\n\n**7. Financial Harm and Immediate Demands** Wells Fargos mishandling of my claims, failure to issue provisional credits, and delays in resolution have caused significant financial and emotional distress. I respectfully request the following actions : XXXX. **Immediate issuance of provisional credits** for all transactions reported on account ending in XXXX, in compliance with **12 CFR 1005.11 ( c ) ( 2 ) ( i ) **.\n\n2. A thorough re-investigation of all claims related to account XXXX, with a detailed explanation of findings provided to me, as required under **12 CFR 1005.11 ( d ) ( 1 ) **.\n\n3. An explanation of why decisions were issued for the unrecognized account ending in XXXX instead of account XXXX. \n4. Assurance that Wells Fargo will comply fully with Regulation E for all future error claims.\n\n**Additional Evidence for Review** I have attached the following to substantiate my claims : - **Audio recordings** of conversations with Wells Fargo representatives from XXXX XXXX XXXX. \n- **Notices and correspondence** demonstrating Wells Fargos failures to meet regulatory obligations. \n- **Evidence of delays in statement delivery** and mishandling during the XX/XX/year>, call with XXXX. \n\nI trust the CFPB will review these materials thoroughly and take appropriate action to ensure compliance with Regulation E.\n\n**Conclusion** Wells Fargos actions represent a serious breach of their obligations under Regulation E and have caused me substantial financial and emotional harm. I request the CFPBs intervention to ensure accountability and resolution of this matter. \n\nThank you for your attention to this complaint. Please let me know if additional documentation or clarification is required.","date_sent_to_company":"2025-01-26T12:14:35.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"21117","tags":"Servicemember","has_narrative":true,"complaint_id":"11782310","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-01-26T11:43:29.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["This demonstrates a failure to <em>investigate</em> the correct account as required under **12 CFR 1005.11 ( c ) ( 4 ) ** : * '' A <em>financial</em> <em>institution</em> shall <em>investigate</em> the <em>alleged</em> <em>error</em> promptly and determine, within 10 business days of receiving a notice of <em>error</em>, whether an <em>error</em> occurred. \" * This negligence has caused unnecessary delays and additional <em>financial</em> harm.\n\n**2."],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[23.053637,"11782310"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":63,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":63}]}},"product":{"doc_count":63,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":32,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":30},{"key":"Other banking product or service","doc_count":1},{"key":"Savings account","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money 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