{"took":405,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":64,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"18330279","_score":22.295443,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding my financial institution, Chime, for denying my dispute involving an unauthorized debit card transaction, despite clear evidence that the transaction was fraudulent and not made by me. \n\nOn XX/XX/XXXX, a debit card transaction in the amount of {$260.00} was processed as an online purchase. This transaction was not authorized by me, and I did not make or participate in this purchase in any way. \n\nAt the time the transaction occurred, I was unaware that it had been made. I continued using my debit card for approximately XXXX weeks because I did not realize an unauthorized charge had occurred. I first became aware of this transaction on XX/XX/XXXX. As soon as I became aware, I immediately contacted my bank ( Chime ) to report the transaction as unauthorized and cancelled my debit card to prevent further fraud. \n\nI also contacted the merchant, XXXX XXXX, regarding this transaction. XXXX XXXX confirmed in writing that the order was delivered to an address in Indiana. I do not live in Indiana and have no association with that address. I reside in Virginia and did not receive the merchandise. \n\nXXXX XXXX provided written confirmation of this information, including email correspondence stating that the shipment was sent to an Indiana address unrelated to me. I provided this written confirmation to my bank as evidence. I also submitted an email from XXXX XXXX  CEO office confirming that the order was delivered to a different address and not to me. \n\nDespite providing all supporting documentation, including merchant confirmation and proof that the transaction was unauthorized, Chime denied my dispute. I believe this denial reflects a failure to properly investigate my claim as required under Regulation E ( 12 CFR 1005 ), which protects consumers from unauthorized electronic fund transfers. \n\nThis transaction meets the definition of an unauthorized electronic fund transfer : I did not authorize it, did not receive the goods, and the merchant confirmed shipment to a different address. I promptly notified my bank once I became aware of the transaction and cooperated fully with their investigation. \nAlso a chime member told me I was approved for a provisional credit and it was in pending status and that I would see in in my account soon I will upload that conversation as well it was denied XXXX later so I reopened the claim for the 3rd time. \n\nI am requesting that the CFPB review this matter and require Chime to conduct a proper Regulation E investigation and provide reimbursement for the unauthorized transaction.","date_sent_to_company":"2025-12-28T19:42:01.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"240XX","tags":null,"has_narrative":true,"complaint_id":"18330279","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-12-28T19:11:01.000Z","state":"VA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I am submitting this complaint regarding my financial institution, Chime, for denying my dispute involving an unauthorized <em>debit</em> <em>card</em> transaction, despite <em>clear</em> evidence that the transaction was <em>fraudulent</em> and not made by me. \n\nOn XX/XX/XXXX, a <em>debit</em> <em>card</em> transaction in the amount of {$260.00} was processed as an online purchase. This transaction was not authorized by me, and I did not make or participate in this purchase in any way."]},"sort":[22.295443,"18330279"]},{"_index":"complaint-public-v1","_id":"2680436","_score":21.104586,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the night of XX/XX/XXXX while I was vacationing in XXXX I became a victim of Hackers using my business checking account making unauthorized purchases while I was receiving phone calls from TCF Bank representative making me aware of this fraudulent purchases, I attempted numerous times to call them back at the number provided XXXX extension XXXX without any response and it was until the next day when I was able to communicate with a representative who immediately said it will cancel my debit card these Hackers were apparently using, at the time they asked me if I lost my card and I responded that I wasnt sure but that I did not have the card with me but it was in my home in XXXX Colorado. I was vacationing in XXXX from XX/XX/XXXX thru XX/XX/XXXX, so I was told and investigation was been in place and that I should receive a response from someone from my bank, all of the sudden no one ever contacted me and I received my 1st notice dated XX/XX/XXXX stating that based on the microchip technology they believe this transactions were authorized because whoever filed the complaint over the phone stated that I had the debit card in my possession which was wrong so I went back to the bank and reenter another claim on XX/XX/XXXX and then again I was told someone will be in touch with me since no one at the bank would be able to help me, until now no one ever call me in the phone and so then I  received my second notice stating the same exact response from the first notice and I went back to the branch and the representative called some number where he was told to tell me to write a letter as I fully disagree with their decision they were taking for the simple reason that they are not making any investigation because every time I use my debit card with or without a microchip I either have to insert my PIN or sign as credit and because I do not have any details of this fraudulent purchases nor I have received any new debit card they said they will send me, By this means, I do ask the Bank to perform a deep investigation and if they believe I made those transactions to proof to me and to give me full details of every transaction that was made fraudulently and that someone communicates with me or if they believe I made those transaction to proof with my signature or PIN with date and time of every transaction until this case is fully clear, the same happens with other business account I have with XXXX XXXX who immediately filed and investigation and reimbursed all of my money from an unauthorized purchases. Thank you very much for your attention in this matter as I expect to clear this matter by receiving full reimbursement of all the fraudulent transactions in the amount of {$2200.00} should you need any further information please call me direct line XXXX to answer any question you may have, thanks Sincerely ; XXXX XXXX","date_sent_to_company":"2017-09-21T04:33:49.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"80219","tags":null,"has_narrative":true,"complaint_id":"2680436","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TCF NATIONAL BANK","date_received":"2017-09-21T03:59:41.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["because every time I use my <em>debit</em> <em>card</em> with or without a microchip I either have to insert my PIN or sign as credit and because I do not have any details of this <em>fraudulent</em> purchases nor I have received any new <em>debit</em> <em>card</em> they said they will send me, By this means, I do ask the Bank to perform a deep <em>investigation</em> and if they believe I made those transactions to proof to me and to give me full details of every transaction that was made <em>fraudulently</em> and that someone communicates with me or if they"]},"sort":[21.104586,"2680436"]},{"_index":"complaint-public-v1","_id":"1311042","_score":20.499382,"_source":{"product":"Bank account or service","complaint_what_happened":"On the advice of the FBI, I 'm sending this complaint on to you. How do I report a teller for applying for a credit card in my name without my authority? On XXXX XXXX, 2015, I made a deposit with a teller at a drive through window. She informed me that Suntrust no longer used the type of debit card I had and that she could obtain me a new debit card. She asked me for a lot of personal information which I questioned and she insisted she needed the information, and she said she could not hear me from the car and insisted that I write down information for her. On XXXX XXXX, I received a letter from Suntrust regarding an application for a credit card and I did not recall the deposit or debit at the time. I called Suntrust and informed them that I had not applied for a credit card, and they said they were putting an alert on my account and would get back to me. It had been a couple of weeks, and I realized I had not gotten the new debit card, so I became suspicious and checked out the receipt from my deposit, and the deposit was the same date as Suntrust claimed I had applied for a credit card. Tonight I called Suntrust and the manager, XXXX, confirmed that the teller had applied for a credit card on my behalf on XXXX XXXX, 2015. Why? All I did was make a deposit - never asked for a credit card, and the teller gave me a long spiel about my debit card no longer being used by Suntrust. I already have XXXX Suntrust credit cards. I do not know what amount the teller applied for or what gave her the notion that she could fill out an application without my knowledge. I am highly concerned that the teller committed blantant fraud as she explained that she needed me to write down information so she could obtain the card for me. Let me assure you, I am clear that she lied by telling me she needed information to obtain the new debit card because Suntrust no longer used the type of debit card I had. She went out of her way to lie to me and then to fraudulently apply a credit card. I believe she has probably scammed other customers, and I wish to have her brought to justice. I reported the information to the manager on duty, and I beg you to investigate please. I do not have my deposit transaction on me today to upload, but the Branch information should be on the receipt. Best regards","date_sent_to_company":"2015-04-06T13:35:55.000Z","issue":"Making/receiving payments, sending money","sub_product":"Other bank product/service","zip_code":"22193","tags":null,"has_narrative":true,"complaint_id":"1311042","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2015-04-01T17:07:15.000Z","state":"VA","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Let me assure you, I am <em>clear</em> that she lied by telling me she needed information to obtain the new <em>debit</em> <em>card</em> because Suntrust no longer used the type of <em>debit</em> <em>card</em> I had. She went out of her way to lie to me and then to <em>fraudulently</em> apply a credit <em>card</em>. I believe she has probably scammed other customers, and I wish to have her brought to justice. I reported the information to the manager on duty, and I beg you to <em>investigate</em> please."]},"sort":[20.499382,"1311042"]},{"_index":"complaint-public-v1","_id":"22611513","_score":20.185394,"_source":{"product":"Credit card","complaint_what_happened":"I am submitting this complaint regarding a fraudulent Citibank credit card account ( ending in XXXX ) that was opened in my name without my knowledge or authorization. The balance associated with this account is approximately {$9000.00}. \n\nFor nearly a year, I have been attempting to resolve this matter directly with Citibank and my primary bank, XXXX. On XX/XX/year>, I formally emailed Citis Executive Response Unit requesting that the fraud investigation be reopened after Citi concluded that I was responsible for the account. \n\nThe individual who opened the Citi account also gained unauthorized access to my XXXX bank account and used it to make payments toward the fraudulent Citi account. Initially, I did not realize the charges appearing on my XXXX account were connected to a fraudulent Citi account because I was not immediately attentive to the statements. Once I became aware of suspicious activity, I promptly contacted XXXX and Citi to investigate the charges and protect my accounts. \n\nXXXX investigated the unauthorized debits and determined that the activity was fraudulent. XXXX reversed the charges and reimbursed my account. I provided Citi with documentation from XXXX confirming that my XXXX account had been compromised and that the related transactions were unauthorized. \n\nDespite this, Citi concluded that I was responsible for the account because statements were mailed to my address, payments originated from my XXXX account, and my phone number contacted Citi regarding the account prior to the fraud reporting date. \n\nThese facts do not establish that I opened or authorized the account. The XXXX account used to make payments had itself been compromised, a fact confirmed by XXXX investigation. Further, any calls I made to Citi were part of my efforts to understand suspicious charges and investigate unauthorized activity appearing on my accounts. Once it became clear that the Citi account was fraudulent, I disputed the account and requested that it be closed. \n\nI also informed Citi during recorded calls with its fraud department that my XXXX account had been compromised. During XXXX conversation, I was advised by a Citi representative not to close my XXXX account during the investigation. I followed Citis direction in good faith. \n\nI believe Citi failed to conduct a reasonable investigation by disregarding Chases fraud findings and failing to adequately evaluate the evidence I submitted. I am requesting that Citi reopen the investigation, review all supporting documentation and recorded calls, and remove the fraudulent account from my credit reporting if Citi can not produce verified proof that I opened or authorized the account.","date_sent_to_company":"2026-05-27T13:01:32.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"01945","tags":"Servicemember","has_narrative":true,"complaint_id":"22611513","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-27T12:39:23.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["The XXXX account used to make payments had itself <em>been</em> compromised, a fact confirmed by XXXX <em>investigation</em>. Further, any calls I made to Citi were part of my efforts to understand suspicious charges and <em>investigate</em> unauthorized activity appearing on my accounts. Once it <em>became</em> <em>clear</em> that the Citi account was <em>fraudulent</em>, I disputed the account and requested that it be closed. \n\nI also informed Citi during recorded calls with its fraud department that my XXXX account had <em>been</em> compromised."],"product":["Credit <em>card</em>"],"issue":["Getting a credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Card</em> opened without my consent or knowledge"]},"sort":[20.185394,"22611513"]},{"_index":"complaint-public-v1","_id":"2560500","_score":20.072283,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX/XX/XX/XXXX my debit card was stolen while on a work trip in XXXX, New York In addition it was my contention that the thief was able to get my PIN. That thief, used the card throughout the XXXX XXXX XXXX area, charging up almost {$3000.00} dollars at 30 various different drug stores over a 3 hour period, making cash back purchases in small increments on average of {$50.00} dollars. I reported the fraudulent charges to the bank as soon as I became aware, as did my wife who is joint on the account. I filed a police report in XXXX XXXX XXXX and XXXX XXXX, CA, my place of residence. Upon review the bank rescinded the credits to my account and stated their judgement was based upon inconsistencies with my and my wife 's statements. As i mentioned to the back, I was not aware of how it was stolen, but merely giving them suggestions on who might have been the perpetrator. The bank investigators did n't not put forward a good faith effort to follow up on this claim, nor did the bank hold up their fiduciary responsibility to protect my debit card from this clear fraud while it was happening. Furthermore, while I still have an active police investigation, the bank has already rendered judgement. This matter will be resolved in civil court if I ca n't get the protection of the Bank in regards to my FDIC protected money. I wish to report the bank, the claims department and its management for gross negligence in this matter and I hope the CFPB can help me gain protection from a banks disregard for its primarily responsibility to protect my money","date_sent_to_company":"2017-06-27T22:49:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90048","tags":null,"has_narrative":true,"complaint_id":"2560500","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-06-27T22:26:53.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The bank <em>investigators</em> did n't not put forward a good faith effort to follow up on this claim, nor did the bank hold up their fiduciary responsibility to protect my <em>debit</em> <em>card</em> from this <em>clear</em> fraud while it was happening. Furthermore, while I still have an active police <em>investigation</em>, the bank has already rendered judgement. This matter will be resolved in civil court if I ca n't get the protection of the Bank in regards to my FDIC protected money."],"sub_issue":["Problem using a <em>debit</em> or ATM <em>card</em>"]},"sort":[20.072283,"2560500"]},{"_index":"complaint-public-v1","_id":"4247213","_score":19.53719,"_source":{"product":"Checking or savings account","complaint_what_happened":"I logged into my mobile app and looked at my checking account. I noticed two charges on my account and i went to look for my debit card, which it had been stolen out of my wallet. I called SIMPLE and reported the debit card missing and the fraudulent charges, i was informed that i needed to wait for the charges to post to my account and no longer be in the pending status. While i was ending the call and before they cancelled my card a 3rd charge became pending in my checking account. so now it was a total of 3 charges that were pending and one that had already gone through. After receiving my new card i would be checking my account waiting for the charges to clear and not be in pending status any longer. so i could call and file the fraud claim. After i filed the fraud claim i waited for the investigation to finish and for the funds to be put back into my account. I received the outcome of the investigation today and they said they made a final determination on my dispute claims and based on our investigation, we have concluded that no error occurred ; therefore, no funds will be credited to your account and that this matter is considered closed. \nThe reason for denial is stated The cardholder was active in the account at the time the disputed activity took place, logging in simultaneously with the disputed charges also that there were no excessive PIN declines. Let me just say that whoever stole my card obviously didnt know my PIN number and therefore they used the Credit option, hence the reason why the transactions were pending for so many days. i was logging in simultaneously due to the fact that i was checking to find out when the charges would no longer be pending and they would post to my account so that i could file the fraud charges and they could begin working the investigation. I have reached out To SIMPLE asking for a detailed log of everytime i was logged into the system and from which device, either my cell phone or computer. i have asked for the paperwork to which they used to come up with the findings of the investigation. I am going to be seeking legal action again SIMPLE and would love to find out how many other people have had fraudulent charges on their accounts but SIMPLE refuses to refund them the money???? This i will be taking to my Attorney Generals office as well to see if this is something they can investigate or look into as well.","date_sent_to_company":"2021-03-25T11:34:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85014","tags":null,"has_narrative":true,"complaint_id":"4247213","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2021-03-25T10:48:46.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I noticed two charges on my account and i went to look for my <em>debit</em> <em>card</em>, which it had <em>been</em> stolen out of my wallet. I called SIMPLE and reported the <em>debit</em> <em>card</em> missing and the <em>fraudulent</em> charges, i was informed that i needed to wait for the charges to post to my account and no longer be in the pending status."],"sub_issue":["Problem using a <em>debit</em> or ATM <em>card</em>"]},"sort":[19.53719,"4247213"]},{"_index":"complaint-public-v1","_id":"15428989","_score":19.242046,"_source":{"product":"Checking or savings account","complaint_what_happened":"In XXXX, I opened a Chase Secure Checking account online. Before I ever had access, my personal email and mailing address were fraudulently changed to a Florida address, and my debit card was sent there without my authorization. Someone in Florida deposited checks in my name and withdrew funds from the account. \n\nBelieving that a {$1000.00} deposit might relate to an old Chase student loan or previous Chase accounts, I withdrew that amount after contacting Chase representatives, who told me the funds were available. After withdrawing the {$1000.00}, I saw the check images from the deposits and it became clear that my signature had been forged on a check issued to someone in Maryland. I also have the email and address of the scammers from the intercepted account profile.\n\nI reported the fraud to Chase immediately. Chase initially reversed the fraudulent transactions. Despite this, Chase later contacted me claiming my account was overdrawn by {$6400.00} and holding me responsible for transactions I did not authorize. Chase failed to deliver justice from my fraud claim and caused emotional distress, financial hardship, and damage to my financial reputation, including potential negative impacts on my credit.\n\nI request a full investigation into how this Secure Checking account was fraudulently accessed and altered before I had control, reversal of the negative balance, correction of any credit reporting, and compensation for the harm caused.","date_sent_to_company":"2025-08-22T00:14:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20723","tags":null,"has_narrative":true,"complaint_id":"15428989","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-08-22T00:05:50.000Z","state":"MD","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["After withdrawing the {$1000.00}, I saw the check images from the deposits and it <em>became</em> <em>clear</em> that my signature had <em>been</em> forged on a check issued to someone in Maryland. I also have the email and address of the scammers from the intercepted account profile.\n\nI reported the fraud to Chase immediately. Chase initially reversed the <em>fraudulent</em> transactions."],"sub_issue":["Problem using a <em>debit</em> or ATM <em>card</em>"]},"sort":[19.242046,"15428989"]},{"_index":"complaint-public-v1","_id":"10240639","_score":18.944,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to file a complaint against the Bank of New York Mellon ( BNY Mellon ) for their mishandling of clear and repeated fraudulent transactions on my account. Their failure to protect my funds, combined with an inadequate investigation and refusal to provide proper reimbursement has left me in severe financial distress. As a full-time dental student with limited resources, I urgently need assistance in resolving this issue. \n\n\nOn XX/XX/XXXX, I logged into my XXXX XXXX account to verify that my rent had been paid, as the auto-pay feature through my apartments website was malfunctioning. Upon checking, I discovered several unauthorized XXXX purchases pending on my account. These purchases had been made using my XXXX XXXX debit card, which accesses my money market funds. However, I knew I had not made any XXXX purchases or used this debit card for any transactions, prompting me to immediately contact my XXXX XXXX financial representative. \n\n\nAfter further investigation, it became clear that my debit card had been fraudulently used numerous times with the first unauthorized transaction occurring on XX/XX/XXXX. My XXXXinancial advisor informed me that XXXX XXXX outsources its banking card services with BNY Mellon and provided their contact number to report the fraud and cancel the compromised card ending in XXXX. \n\n\nOn the morning of XX/XX/XXXX, I contacted BNY Mellon and spoke with a representative named XXXX ( sp. ) in their card services department. I reported the fraudulent charges, had my debit card canceled, and reviewed every fraudulent transaction with her. Together, we compiled a report, and I was assured that an investigation would be conducted and that reimbursement should follow if the charges were a result of theft. The total theft amounted to {$5500.00}, spanning from XX/XX/XXXX, to XX/XX/XXXX ( including a charge of {$74.00} that was processed on XXXX after the card was canceled ). I was informed I would receive a decision letter from BNY Mellon Fraud Dept. within 10 days. \n\n\nTo my shock, on XX/XX/XXXX, I received a letter from BNY Mellon stating that I would only be refunded for the first 60 days of fraudulent activity, beginning XX/XX/XXXXXXXX XXXX XXXX They offered to refund a mere {$940.00} of the {$5500.00} that was deemed stolen. This decision is both unreasonable and unacceptable and financially devastating to me. Not only did BNY Mellon omit 9 days of actual fraud activity by arbitrarily setting the 60-day start date to XX/XX/XXXX instead of XX/XX/XXXX ( the date of the first fraudulent transaction ), but they provided no explanation of any investigative actions taken or instructions on how to appeal their decision. \n\n\nAfter receiving this letter, I called the number they provided and left a message with the representative at extension # XXXX, requesting a return call to discuss this outcome and the steps to file an appeal. Despite multiple attempts throughout the day, my calls went unanswered, going directly to voicemail. I then contacted the original representative from BNY Mellon who helped file my report, and she informed me she would forward my message to a supervisor and I should expect a call back that day. As of today, I have not received any follow-up from BNY Mellon despite my efforts. I reported this issue to my XXXX XXXX financial advisor, whose assistant attempted to help but was equally unsuccessful in getting assistance. \n\n\nI have attached all relevant documents, including copies of the fraudulent charges and the letter I received from BNY Mellon. The fraud committed against me is glaringly obvious. Before XX/XX/XXXXXXXX XXXX XXXX I had used this debit card fewer than five times in the last XXXX years and never once for online purchases. Suddenly, beginning XX/XX/XXXX, there were numerous daily online purchases with XXXX and streaming services which should have raised immediate red flags prompting a phone call, email, or text from BNY Mellon to inquire about the validity of charges. Additionally, these purchases were made in XXXX, Florida, and shipped to an address different from the address associated with this card. Despite the dramatic change in transaction behavior with NO evidence of my PIN being required to make these purchases, BNY Mellon failed to notify me of any suspicious activity or flag my account for fraud. BNY failed to exercise even the most basic safeguards that would have alerted me to the theft early on. \n\n\nAs a full-time student, the loss of this money is financially devastating. This account was a XXXX  account turned over from my parents and is used solely for paying school tuition and rent. I was confident my funds were safe as I used the account only for rent payments via ACH and only have it on file at my school for an infrequent XXXX XXXX purchase. I was unaware that my debit card information had been compromised because my card was stored securely in my home, I do not use this card to make purchases, I do not receive paper statements, my rent is paid via ACH, and I was never informed of any data breach that could have led to its misuse, and never received an alert from BNY.\n\nI firmly believe BNY Mellon failed in their duty to detect, prevent, and protect my account from fraud. Their lack of action has placed me in a dire financial situation, as I will now be unable to pay my rent for the remainder of the school year without resorting to a high-interest loan. This is a clear case of fraud that should have been identified and addressed promptly by BNY Mellon. If there have been ANY instances where customers were reimbursed for fraud beyond the 60-day window, then I expect to be treated equally. I am not at fault for this crime, and BNY Mellon should be held accountable for their lack of security measures. \n\n\nI have filed a police report in Tennessee ( Report # XXXX ), which is attached. I also contacted XXXX, who confirmed that the fraudulent purchases were made by an individual with the initials XXXX. in XXXX, Florida. I DO NOT have an XXXX account, have never used this debit card online, and did not flag the card to be used outside of my home state of TN. \n\n\nI plead to the CFPB for assistance in helping me resolve this matter to ensure that I am reimbursed the full {$5500.00} stolen from my account, as I am running out of options and funds. BNY Mellons refusal to fairly address this situation and inability to safeguard my account from obvious prolonged fraudulent activity is negligent. \n\n\nThank you so much for your help! I have nowhere else to turn and am hopeful you can help me.","date_sent_to_company":"2024-09-25T21:32:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"38305","tags":null,"has_narrative":true,"complaint_id":"10240639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF NEW YORK MELLON CORPORATION, THE","date_received":"2024-09-25T20:40:26.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["However, I knew I had not made any XXXX purchases or used this <em>debit</em> <em>card</em> for any transactions, prompting me to immediately contact my XXXX XXXX financial representative. \n\n\nAfter further <em>investigation</em>, it <em>became</em> <em>clear</em> that my <em>debit</em> <em>card</em> had <em>been</em> <em>fraudulently</em> used numerous times with the first unauthorized transaction occurring on XX/XX/XXXX."],"sub_issue":["Problem using a <em>debit</em> or ATM <em>card</em>"]},"sort":[18.944,"10240639"]},{"_index":"complaint-public-v1","_id":"18710651","_score":18.563877,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding Banco Popular de Puerto Ricos improper handling of fraud, identity theft, and a retaliatory account closure. \n\nI am not the account holder of the credit card that originated the fraud dispute. I am only an authorized user on a third partys credit card account. Despite this, Banco Popular accessed and relied on my personal deposit account and account history to make determinations related to a credit card dispute that was not mine. \n\nTwo days prior to learning that my account had been closed, I reported my personal debit card ( linked to my deposit account ) as stolen. I notified the bank that fraudulent transactions were still pending and that I would file the corresponding claims once those transactions fully posted, as required by banking procedures. \n\nWhile fraud-related matters were still pending and before I was able to submit my claims, Banco Popular closed my personal deposit account without prior notice, blocked my access, and prevented me from completing or submitting fraud claims. I only became aware of the account closure during a call initiated by Banco Populars XXXX  department regarding a separate credit card dispute belonging to a third party. \n\nBanco Popular has stated that it was within its rights to close my account, yet has failed to provide a clear, documented reason for doing so, particularly given that : I was not the claimant in the credit card dispute. \n\nThe debit card reported stolen belonged to a separate deposit account. \n\nFraud and identity theft notifications were active. \n\nClaims were pending. \n\nThere was no written explanation or supporting evidence provided. \n\nThis account closure appears retaliatory and improperly interfered with my ability to exercise my rights related to fraud and identity theft. Banco Populars actions resulted in loss of access to funds, inability to complete claims, and foreseeable financial and credit harm. \n\nThis is not the first instance in which Banco Popular has mishandled fraud investigations related to my accounts. In a prior CFPB complaint, Banco Popular initially denied fraud claims without evidence and later reversed its decision only after regulatory intervention, demonstrating a pattern of deficient investigation and improper account handling. \n\nI am requesting that the CFPB review Banco Populars conduct for violations related to improper account closure, failure to conduct a reasonable investigation, retaliation, and mishandling of identity theft and fraud protections.","date_sent_to_company":"2026-01-14T12:05:47.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"00727","tags":null,"has_narrative":true,"complaint_id":"18710651","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANCO POPULAR DE PUERTO RICO","date_received":"2026-01-14T11:55:25.000Z","state":"PR","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I only <em>became</em> aware of the account closure during a call initiated by Banco Populars XXXX  department regarding a separate credit <em>card</em> dispute belonging to a third party. \n\nBanco Popular has stated that it was within its rights to close my account, yet has failed to provide a <em>clear</em>, documented reason for doing so, particularly given that : I was not the claimant in the credit <em>card</em> dispute. \n\nThe <em>debit</em> <em>card</em> reported stolen belonged to a separate deposit account."]},"sort":[18.563877,"18710651"]},{"_index":"complaint-public-v1","_id":"20491914","_score":17.819227,"_source":{"product":"Prepaid card","complaint_what_happened":"I am filing this complaint regarding Money Networks failure to properly investigate unauthorized debit card transactions and their ongoing delay tactics, which appear to violate my rights under the Electronic Fund Transfer Act ( Regulation XXXX ). \n\nIn XX/XX/2021, I was hospitalized and placed in a medically induced coma. During this time, unauthorized transactions occurred on my debit card. In the amount of approximately {$1600.00} I had no ability to authorize, monitor, or prevent these transactions due to my medical condition. \n\nOnce I became aware of the fraudulent activity, I promptly reported the transactions to Money Network and filed a police report. I also provided hospital discharge documentation clearly showing : My admission and release dates My medical condition, including being in a medically induced coma A summary of my hospitalization Despite providing substantial documentation proving that I could not have authorized these transactions, my initial dispute was denied. \n\nI then filed an appeal and submitted the police report and medical records as supporting evidence. My appeal was denied again, with the explanation that there was no new information, even though this documentation had not been properly considered. \n\nI was then told to wait XXXX  days for further review. After waiting over XXXX  days, I contacted Money Network for an update and was informed that my appeal had only just been reopened on XX/XX/XXXX, despite being originally submitted in XXXX. I was then told I would need to wait another XXXX  days. \n\nThis is unacceptable and appears to be a deliberate delay tactic. Additionally, I have been told that I can not proceed further without providing new information, which is unreasonable given that I have already submitted sufficient evidence, including a police report and medical records confirming I was incapacitated at the time of the transactions. \n\n\n\nKey Issues : Failure to conduct a reasonable investigation Denial of claims despite clear evidence of incapacity Excessive delays well beyond regulatory timeframes Restarting the appeal process without justification Requiring new information when sufficient documentation has already been provided Regulatory Concern : Under Regulation XXXX, financial institutions are required to : Conduct a timely and reasonable investigation Resolve disputes within required timeframes Provide provisional credit if the investigation exceeds the allowed period Money Network has failed to meet these obligations. I have not received a proper investigation or timely resolution, and the repeated delays are causing financial hardship and emotional distress. \n\n\n\nResolution Requested : XXXX. Immediate and proper resolution XXXX. Full reimbursement of all unauthorized transactions XXXX. Written explanation of how my claims were previously denied XXXX. Confirmation that Money Network will comply with Regulation XXXX moving forward XXXX. Any applicable provisional credit due to delays in investigation","date_sent_to_company":"2026-03-22T22:34:51.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"947XX","tags":null,"has_narrative":true,"complaint_id":"20491914","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2026-03-22T22:02:02.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["I am filing this complaint regarding Money Networks failure to properly <em>investigate</em> unauthorized <em>debit</em> <em>card</em> transactions and their ongoing delay tactics, which appear to violate my rights under the Electronic Fund Transfer Act ( Regulation XXXX ). \n\nIn XX/XX/2021, I was hospitalized and placed in a medically induced coma. During this time, unauthorized transactions occurred on my <em>debit</em> <em>card</em>."],"product":["Prepaid <em>card</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a purchase or transfer"]},"sort":[17.819227,"20491914"]},{"_index":"complaint-public-v1","_id":"6697332","_score":17.814447,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I was scammed for a total of {$990.00} via XXXX XXXX. I had been corresponding with an individual who had offered to sell me 9 pairs of shoes, which were to be shipped to my home, for a total of {$990.00}. \n\nI paid this user {$990.00} on XX/XX/XXXX via XXXX XXXX, and the money was withdrawn from my Bank of America debit card. After several days, I had yet to receive the shoes, and the merchant refused to provide tracking information. After some time, it became clear that the merchant had no intention of shipping the shoes, so I requested a refund directly from the merchant as I had not received the product I had paid for. The merchant refused, however. \n\nAfter the merchant refused my refund request, I opened a claim with Bank of America in order to dispute the transaction as I had paid for goods or services which I never actually received. Bank of America promised according to their {$0.00} liability guarantee that they would refund my money if their investigation was able to determine that the transaction was fraudulent or a scam. \n\nHowever, Bank of America recently denied my claim and refuses to pay me back my money which I was blatantly scammed out of. Furthermore, they have been extremely difficult to deal with throughout this process, as attempts to reach them by phone have only resulted in being on hold for hours before eventually being hung up on. Furthermore, when I attempted to visit their offices in-person, I was told to reach them by phone.","date_sent_to_company":"2023-03-14T09:14:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"91709","tags":null,"has_narrative":true,"complaint_id":"6697332","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-03-14T09:06:07.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I had <em>been</em> corresponding with an individual who had offered to sell me 9 pairs of shoes, which were to be shipped to my home, for a total of {$990.00}. \n\nI paid this user {$990.00} on XX/XX/XXXX via XXXX XXXX, and the money was withdrawn from my Bank of America <em>debit</em> <em>card</em>. After several days, I had yet to receive the shoes, and the merchant refused to provide tracking information."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[17.814447,"6697332"]},{"_index":"complaint-public-v1","_id":"21215097","_score":16.643639,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Additional Information I already submitted a dispute claim under COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX regarding the fraud/scam to Bank of America. I have now received multiple responses from Bank of America stating that my claim falls outside their dispute timeframe. However, I do not believe my case has been assessed under the correct framework. I keep telling them this is not a standard merchant dispute rather a sophisticated fraud case but still they are treating my case as a standard dispute. \n\nI made this payment only because I was induced to do so by materially false representations made by XXXX XXXX XXXX XXXX ( UPIG ). At the time of payment, the investment appeared legitimate. It was only later, following the companys collapse and entry into administration, that the true position became clear. \n\nIndependent XXXX Findings Independent insolvency practitioners appointed to the company have now confirmed the following : - The company was both balance sheet and cash flow insolvent prior to entering administration - Approximately XXXX XXXX is owed to around XXXX investors - The company held minimal tangible assets ( approximately XXXX in property assets )- All company bank accounts held XXXX balances at the point of administration - A sum of approximately XXXX was transferred to a XXXX entity with no identifiable return of value - Company funds were used for high-value personal expenditure, including vehicles and luxury goods- The directors failed to provide a legally required Statement of Affairs despite repeated formal requests These findings are taken from formal reports prepared pursuant to the Insolvency Act XXXX and provided to creditors. \n\nThis evidence demonstrates that the company did not operate as a legitimate investment business in the manner represented to investors and that investor funds were not used for their stated purpose. \n\nThis is consistent with fraud by misrepresentation and misuse of funds, not a contractual dispute. \n\nThis matter has been reported to XXXX law enforcement and is linked to an ongoing investigation ( XXXX XXXX, XXXX, crime reference XXXX ). \nA complaint has also been submitted to the Consumer Financial Protection Bureau ( CFPB ) under COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX, which has been forwarded to Bank of America for formal review . The last correspondence I ceceive from CFPB was Bank of America has already responded to the CFPB indicating that the matter is under investigation. \n\nBank of America has previously declined my claim solely on the basis of dispute timeframes with their last correspondence on XX/XX/XXXX. This does not address the core issue, the correct classification of this transaction as fraud. \n\nThe fraudulent nature of this transaction only became fully apparent after : - The company entered administration - Independent investigations were carried out - Evidence of insolvency, fund dissipation, and misrepresentation became available As such, this is not a situation where I failed to act within a reasonable time. Rather, it is a case where the fraud itself could not reasonably have been identified at the time of payment. Accordingly, reliance on dispute timeframes alone is not an appropriate basis for rejecting a fraud claim. \n\nIn light of the above, I request that Bank of America : XXXX. Reopen and reassess my claim under a fraud/scam framework, taking into account the full evidential position now available. \nXXXX. Confirm whether a chargeback was raised in relation to this transaction. If so, to provide : - The chargeback reason code used- The date the chargeback was initiated - The outcome and justification XXXX. If no chargeback was raised, to provide a clear explanation as to why this was not pursued, given that this was a debit card transaction involving a fraudulent scheme. \nXXXX. To provide full transaction and merchant details, including : - The acquiring bank used by the merchant - The payment processor involved- The merchant ID and any associated merchant account details - Full transaction reference data XXXX. To confirm whether any attempt was made to trace, recover, or recall the funds, and provide details of any such actions. \nXXXX. I would also request that this matter is reviewed by a senior investigator who has not previously been involved in my case. \n\nThis case involves a large-scale, multi-victim investment scheme which has now been independently evidenced as insolvent, mismanaged, and involving the dissipation of investor funds. \nIt should not be treated as a standard merchant dispute. \n\nPlease see attached additional evidence and formal complaint submitted to Bank of America. This includes independent administrator findings confirming the fraudulent nature of the transaction.","date_sent_to_company":"2026-04-14T06:49:34.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"21215097","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-14T05:57:02.000Z","state":null,"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":["It was only later, following the companys collapse and entry into administration, that the true position <em>became</em> <em>clear</em>."]},"sort":[16.643639,"21215097"]},{"_index":"complaint-public-v1","_id":"1765987","_score":16.529303,"_source":{"product":"Bank account or service","complaint_what_happened":"I opened a youth savings and checking account for my son with USAA Federal Savings Bank a few years ago. When he turned XXXX he became the primary on the accounts. He saw unauthorized transactions on the accounts on XXXX XXXX, at which time he also discovered his debit card and driver 's license were stolen. He reported the unauthorized activity to the bank the same day and they stated they would forward this information to the fraud department to investigate and get back to him. Someone mobile deposited XXXX checks in the amount of {$4500.00} each and what looks like an electronic deposit of {$2900.00} to his account and immediately withdrew {$90000.00}. He is a student so this activity should have been a red flag for the bank. We asked why someone was allowed to deposit XXXX checks via mobile phone and withdraw them without a hold of 5-7 days. The representative said she was only taking the report and we could speak to someone in another department regarding that. Once the report was completed she transferred us to another department and we were never given a clear answer why something like this was not caught sooner by the bank and the account put on hold until resolved. Instead, my son never received a return call, he called them and was told he was being held responsible and they no longer wanted to do business with him. They gave him no reason or supporting information on what they found during their investigation. He requested this information and was sent from department to department until he was frustrated and hung up. He sent written requests asking for their findings after the investigation and they never responded. Instead, the following day after they received the second set of written requests, they closed his account. This was just very unexpected from USAA because I have been a loyal customer for over 20 years and they have always provided the best customer service. In this instance, it seems like they allowed suspicious transactions that should have been flagged to proceed and now they are holding my son and now me ( because they have added my name back to all correspondence ) now that they have \" determined '' these were not unauthorized transactions. Yet, how did they come to this conclusion, did they determine who uploaded the mobile checks?, do they have ATM footage of the person ( s ) who withdrew the funds?, etc. The withdrawals were in {$400.00} - {$500.00} increments so they should have ATM footage. Did they check the XXXX XXXX to see if they have footage of the first unauthorized transaction listed as a debit or credit card transaction? All around us people are gaining access to consumer information fraudulently ( health records, retailers, banks, etc. ) and identity theft is becoming more widespread, what is a consumer to do? My son did what he was supposed to do, report the activity as soon as he saw it. We expected the bank to properly investigate this matter and resolve it. They state they investigated the matter and found the transactions were not fraudulent. We are saying the transactions were fraudulent and want the bank to supply my son with their findings so we can properly resolve this matter. At this point, we are being told they investigated the matter but they will not supply us with proof of this after multiple requests. They took my name off of correspondence when my son turned XXXX but now my name has been added back to correspondence since they deem the transactions our responsibility stating they XXXX report both of us to the credit reporting agencies. How can a banking institution be allowed to do this without providing supporting documentation of their findings? They did n't do their job by stopping the fraudulent transactions in a timely manner so now they blame the victims and we have no recourse? Consumers have rights victims of identity theft should not be treated like this.","date_sent_to_company":"2016-01-31T22:23:10.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"60544","tags":null,"has_narrative":true,"complaint_id":"1765987","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2016-01-31T22:23:10.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["When he turned XXXX he <em>became</em> the primary on the accounts. He saw unauthorized transactions on the accounts on XXXX XXXX, at which time he also discovered his <em>debit</em> <em>card</em> and driver 's license were stolen. He reported the unauthorized activity to the bank the same day and they stated they would forward this information to the fraud department to <em>investigate</em> and get back to him."]},"sort":[16.529303,"1765987"]},{"_index":"complaint-public-v1","_id":"11497325","_score":16.500805,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to bring to your direct attention an ongoing SCAM/Fraud report and issue that has been pending since XX/XX/XXXX, without satisfactory resolution. \n\nWhile I will articulate the particular facts of this claim below, in essence the scam/fraud that was perpetrated on our XXXX year-old daughter, XXXX, on XX/XX/XXXX, mirrors ( almost to the very words the scammers utilized ) the fraudulent schemes utilizing the XXXX payment application that became prevelent approximately three years ago. \n\nWhile the instant scam/fraud utilized a wire transfer, completely emptying XXXX 's account of every dollar she had earned over the years or received as a gift from grandparents or family since her XXXX XXXX, the functional scam was exactly as occurred with the prior, nationally-publicized XXXX scams. Our daughter was so distraught being a victim of this scam that her mother was required to travel from Connecticut to XXXX, where XXXX currently attends college, to lend her emotional support. What is even more traumatizing is that Bank of America ( \" BOA '' ) has been refusing to refund the account of the {$5000.00} stolen despite clear requirements under the EFTA, Regulation E, and despite the past news media focus on Bank of America 's response to the XXXX scandal where BOA, after being confronted by the news media, refunded various consumer accounts stating, in part, that BOA \" considers each case individually '' and \" compl [ ies ] with Regulation E ''.\n\nLikewise, Connecticut 's U.S. XXXX XXXX XXXX, Chair of the Senate 's Permanent Subcommittee on Investigations, has repeated questioned Bank of America 's responses to these fraudulent transactions, and failure to consistently and timely reimburse victim accounts. While I have been hopeful that our particular claim would resolve without necessitating outreach to our local Connecticut news affiliates and XXXX XXXX 's office, as over one month has passed, I am becoming less optimistic that such will occur. \n\nFor reference, the following is a summary of our underlying claim which is supported by the documentation within the attachment to this correspondence : On XX/XX/XXXX, XXXX XXXX received what would be discovered to be a fraudulent BOA Security alert notifying XXXX of both a XXXX debit transaction for {$430.00} and a wire payment for {$9400.00}, asking XXXX to reply whether she recognized this activity. XXXX replied no by text. \n\nThe fraudulent party then immediately contacted XXXX by phone, coming from BOAs XXXX line and showing as Bank of America. Importantly, Account XXXX. XXXX did show a fraudulent XXXX {$430.00} charge that was debited to the account and declined. This indicates some access by the fraudulent party to Account XXXX. XXXX through debit card that further perpetuated this overall electronic fraud. \n\nWhen XXXX was on the telephone with the fraudulent party purporting to be from BOA, they walked XXXX through, online, what they represented to be a protection of XXXX account and restoration of the {$5000.00} ( representing all the funds in this account ) from the wire transfer. In fact, these instructions to restore the account funds was actually engaging in a fraudulent online wire transfer. Notably, as co-owner of this account, I, XXXX XXXX, never received any notification of these significant withdrawals. \n\nXXXX independently contacted me within an hour of this occurring and, at XXXX XXXX on XX/XX/XXXX, less than 90 minutes after the fraud occurred, I reported this to BOA to stop the wire transfer and restore the funds in the account. I was informed by the BOA agent at the time that this should occur and the funds should be in the account within 72 hours. BOA cancelled the account 's debit card and issued a new one. \n\nHowever, the next day, XX/XX/XXXX, I reviewed the account and saw that the wire transfer had completed. I called BOA again and was informed that no fraud claim had, in fact, been flagged to the wire transfer on XX/XX/XXXX, despite my immediate call. As a result, the wire transfer went through and a fraud claim was entered by BOA on XX/XX/XXXX. Had the claim been entered on XX/XX/XXXX when I contacted BOA, perhaps the transfer to XXXX Bank could have been prevented. \n\nOn XX/XX/XXXX, BOA informed me that the initial claim had been \" miscoded '' as a \" fraud claim '' when, from BOA 's perspective, it should have been coded as a \" scam claim ''. At that point, our claim was issued a new Claim Number - XXXX. \n\nIt was only at that time ( 10 days after first being contacted by me, the account holder ) that BOA contacted XXXX XXXX about the fraudulent transaction. \n\nThis claim clearly falls under the protections of the EFTA and its implementing regulation, Regulation E, as well as associated commentary as issued by the Consumer Finance Protection Bureau.\n\nBOA was promptly notified of this fraud/scam within 90 minutes of its occurrence. BOA recklessly allowed the wire transfer to occur and did not timely notify the recipient bank, XXXXXXXX XXXX, of this fraudulent transaction until over ten days later. BOA staff has, much like in the XXXX cases, alternatively informed me when calling the BOA Fraud line that \" you should be successful in recovering your funds '', \" there is nothing BOA can do '', \" BOA is dependent on XXXX XXXX '', and \" BOA is only investigating 'as a courtesy to you ' ''. \n\n\nIt is clear that this was a fraudulent online transaction addressed under the EFTA, involving deception in the perpetuation of an electronic fraud supported in part by a fraudulent debit card transaction in the amount of {$430.00} that was immediately refunded by BOA, where BOA was notified of the fraudulent transaction less than 90 minutes after it occurred but took absolutely no action to reverse. We are simply looking for restoration of these funds- {$5000.00} - to our account as required and expected. \n\nBOA has also taken the position that, when I first contacted BOA on XX/XX/XXXX ( again, less than 90 minutes after the fraud occurred ), the wire transfer was still \" in process '' so they could not yet reverse the transfer. However, now, they claim that once the transfer is finalized, there is nothing they can do to recover funds if not in the recipient account... even though they could have ( and should have ) stopped the transfer from finalizing. This is our money in the account, for which BOA holds a fiduciary responsibility.","date_sent_to_company":"2025-01-14T00:49:14.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"060XX","tags":null,"has_narrative":true,"complaint_id":"11497325","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-01-14T00:30:37.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["It is <em>clear</em> that this was a <em>fraudulent</em> online transaction addressed under the EFTA, involving deception in the perpetuation of an electronic fraud supported in part by a <em>fraudulent</em> <em>debit</em> <em>card</em> transaction in the amount of {$430.00} that was immediately refunded by BOA, where BOA was notified of the <em>fraudulent</em> transaction less than 90 minutes after it occurred but took absolutely no action to reverse."]},"sort":[16.500805,"11497325"]},{"_index":"complaint-public-v1","_id":"21390466","_score":16.041653,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : XXXX XXXX Bank of America XXXX XXXX XXXX XXXX XXXX XXXX  Resulting Financial Harm ( Regulation XXXX Violation ) Consumer : XXXX XXXX Address : XXXX XXXX XXXX. \nXXXX XXXX, CA XXXX Phone : XXXX Email : XXXX Company : Bank of America XXXX XXXX : XXXX Account Ending : XXXX Disputed Amount : {$400.00} XXXX  Whom It XXXX Concern, I am submitting this complaint against Bank of America regarding their handling of unauthorized debit card transactions XXXX  the financial harm caused by their actions. \n\nOn XX/XX/year>, XXXX  transactions totaling {$400.00} occurred at a gas station identified as XXXX XXXX XXXX, XXXX, CA. I did not authorize these transactions and did not give permission XXXX  anyone else XXXX  use my debit card or account information. \n\nI reported the issue as soon as I became aware of it. Bank of America initially issued a temporary credit while investigating the claim. However, on XX/XX/year>, they denied my claim XXXX  stated that the transactions were authorized. On XX/XX/year>, they reversed the temporary credit XXXX  removed the funds from my account. \n\nAs a result of this, my account was completely drained. Every last dollar was taken, leaving me without funds for basic living expenses. This has caused serious financial hardship. \n\nI have asked Bank of America XXXX provide evidence supporting their decision, but they have not provided any documentation showing that I authorized these charges. I have not been given any proof such as a signed receipt, confirmation of my presence at the location, or any clear explanation of how they determined the transactions were authorized. \n\nThe pattern of these charges, including multiple transactions in a short period of time at the same location, is not consistent with my normal spending XXXX  strongly suggests fraudulent activity. \n\nUnder the Electronic Fund Transfer Act, I am not responsible for unauthorized transactions when they are reported in a timely manner. I reported this issue promptly, yet Bank of America has still held me responsible XXXX  failed XXXX  conduct a fair investigation. \n\nI am asking that Bank of America be required XXXX  provide the documentation they relied on, properly reinvestigate my claim, and return the {$400.00} that was taken from my account. I also ask that the financial harm caused by the complete depletion of my account be taken into consideration. \n\nI am seeking a fair resolution and enforcement of my rights under federal law. \n\nThank you for your time and attention. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-20T03:27:13.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"91402","tags":null,"has_narrative":true,"complaint_id":"21390466","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-20T02:58:11.000Z","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":["I did not authorize these transactions and did not give permission XXXX  anyone else XXXX  use my <em>debit</em> <em>card</em> or account information. \n\nI reported the issue as soon as I <em>became</em> aware of it. Bank of America initially issued a temporary credit while <em>investigating</em> the claim. However, on XX/XX/year>, they denied my claim XXXX  stated that the transactions were authorized. On XX/XX/year>, they reversed the temporary credit XXXX  removed the funds from my account."]},"sort":[16.041653,"21390466"]},{"_index":"complaint-public-v1","_id":"7598589","_score":15.877182,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We have our business account through KeyBank. On XX/XX/ I noticed an un-authorized charge of {$1200.00} by a vendor called \" XXXX XXXX XXXX XXXX '' ( \" XXXX '' ). I immediately called KeyBank, who noted the account and sent me a new credit/debit card. A Case ref # of XXXX was assigned. I then called XXXX at XXXX and spoke with the owner, XXXX, who willingly provided information to me. Apparently a customer named XXXX ( XXXX XXXX XXXX, XXXX pa, XXXX ) called XXXX to order landscaping products. \" XXXX '' gave several credit cards over the phone, at which point XXXX became suspicious. XXXX confirmed that they did NOT deliver the landscape products due to suspicions. Furthermore, XXXX will not challenge the reimbursement of the {$1200.00} upon KeyBank 's investigation. \n\nI called KeyBank and provided this information immediately. I called KeyBank on XX/XX/23 to check status and was told they were working on it. I called KeyBank again on XX/XX/23 and was told there'd been no investigation or notes since my last inquiry almost a month earlier. \n\nWe are a small, struggling business that does not typically have a large sum of money in our bank account. The {$1200.00} fraudulent charge caused our account to go into the \" negative ''. There were two subsequent KeyBank charges of {$20.00} ( {$40.00} all together ) for having negative funds. Lastly, our XXXX rent check bounced and we will now incur charges by our landlord. Our XXXX rent check will be due by XX/XX/23, 6-days from now! \n\nGiven that XXXX is not challenging the fraudulent charge, this \" issue '' can be cleared-up in a simple 5 minute phone call. On XX/XX/23 I expressed my frustration and concern to KeyBank, but have still not heard back. Please help us to correct this situation immediately.","date_sent_to_company":"2023-09-25T16:02:09.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"19040","tags":null,"has_narrative":true,"complaint_id":"7598589","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"KEYCORP","date_received":"2023-09-25T15:32:29.000Z","state":"PA","company_public_response":null,"sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["I immediately called KeyBank, who noted the account and sent me a new credit/<em>debit</em> <em>card</em>. A Case ref # of XXXX was assigned. I then called XXXX at XXXX and spoke with the owner, XXXX, who willingly provided information to me. Apparently a customer named XXXX ( XXXX XXXX XXXX, XXXX pa, XXXX ) called XXXX to order landscaping products. \" XXXX '' gave several credit cards over the phone, at which point XXXX <em>became</em> suspicious."]},"sort":[15.877182,"7598589"]},{"_index":"complaint-public-v1","_id":"22224596","_score":15.55689,"_source":{"product":"Checking or savings account","complaint_what_happened":"Beginning approximately XX/XX/year>, my debit card was stolen and used without my authorization to make over XXXX fraudulent transactions totaling approximately {$10000.00} across multiple merchants over approximately XXXX  days. The transactions were deliberately kept small to avoid detection and blend into normal account activity. I discovered the pattern and reported it immediately to Capital One. \n\nI filed XXXX fraud disputes. XXXX were denied within XXXX days under claim numbers XXXX, XXXX, XXXX, and XXXX. The denial reason cited was my assertion about card possession. XXXX days is insufficient time to investigate over XXXX transactions across multiple merchants. The fraudulent charges included merchants I have never used and have no accounts with including XXXX, XXXX or a XXXX XXXX  Device, XXXX XXXX and multiple international airline flights. Charges in XXXX, when I was in XXXX. Capital One denied my claims without contacting a single merchant to verify whether the accounts associated with these charges belonged to me. \n\nI was required to verbally identify over XXXX transactions during a XXXX hour phone call with an agent who had significant difficulty communicating in XXXX. Critical details from that call appear to have been recorded incorrectly, which became the sole basis for denying XXXX claims totaling over {$10000.00}. \n\nWhen I called to file a rebuttal, an agent filed it without collecting any statement or information from me. When I requested to provide my statement I was given no clear process by multiple agents. I was forced to submit my statement via email with no confirmation it was reviewed. \n\nBecause Capital One failed to conduct merchant verification, I conducted it myself using FTC Identity Theft Report number XXXX. XXXX confirmed the account associated with my card was registered to an unrecognized email address and a XXXX phone number. XXXX independently removed my payment method from that account and cancelled it entirely confirming the account was not mine. Capital One never made this basic verification call themselves. I am continuing to personally reachout to each vendor to understand what happened. \n\nCapital One 's own decisions further contradict the denials. On XX/XX/year>, Capital One issued provisional credit on claim XXXX covering the same card, the same account, the same fraud pattern, and the same timeframe as the XXXX denied claims. The only difference is what XXXX different agents recorded on XXXX separate calls. Capital One can not simultaneously conclude the card was stolen on XXXX claim and authorized on XXXX others involving identical circumstances. \n\nI am requesting that Capital One reopen all XXXX denied claims, conduct proper merchant verification on every disputed transaction, and issue provisional credit on the full denied amount while the investigation is conducted.","date_sent_to_company":"2026-05-14T23:58:05.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"331XX","tags":null,"has_narrative":true,"complaint_id":"22224596","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-05-14T23:33:59.000Z","state":"FL","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Critical details from that call appear to have <em>been</em> recorded incorrectly, which <em>became</em> the sole basis for denying XXXX claims totaling over {$10000.00}. \n\nWhen I called to file a rebuttal, an agent filed it without collecting any statement or information from me. When I requested to provide my statement I was given no <em>clear</em> process by multiple agents. I was forced to submit my statement via email with no confirmation it was reviewed."]},"sort":[15.55689,"22224596"]},{"_index":"complaint-public-v1","_id":"4369918","_score":15.464382,"_source":{"product":"Checking or savings account","complaint_what_happened":"Hello, On XX/XX/2021 I realized that my personal and business checking account had been hit with numerous unauthorized and fraudulent transactions via my debit card. The account showed charges from various companies in XXXX but not much else could be ascertained from the information posted to the account. \n\nOn XX/XX/2021 I submitted claim ending in XXXX on the personal account ending in XXXX in the amount of {$33000.00}. \n\nHaving to wait for more transaction to post I submitted the following claims. \n\nOn XX/XX/2021 I submitted claim ending in XXXX on the personal account ending in XXXX in the amount of {$4700.00}. \n\nOn XX/XX/2021 I submitted claim ending in XXXX on my business account ending in XXXX in the amount of {$4900.00}. \n\nOn XX/XX/2021 I submitted claim ending in XXXX on the personal account ending in XXXX in the amount of {$6900.00}. \n\nAll the claims above had fraudulent and unauthorized debit card transactions from XXXX. \n\nOn Wednesday, XX/XX/2021 I reached out to Capital One by phone to inquire on the status of the disputes and I was told they're pending. I advised the customer service rep that due to the fact that these claims are so large and the amount of money that was taken out of my account I can no longer keep up with my monthly financial obligations. Credit card bills, rent, loan payments and car payments are starting to bounce and I would appreciate an expeditious review and application of provisional credit. The rep stated that they would put in the request and I should keep checking the account for the credit. \n\nOn Friday XX/XX/2021 after seeing no provisional credit on the account I reached out to Capital One for an update. After about 30 minutes on the phone the rep was able to read me some notes on the account vaguely stating that the claims had been denied, to my total shock and dismay I asked for a reason. The rep could not provide me with a specific reason besides that the transactions do not follow a normal fraud pattern. At this time I asked to speak to a supervisor repeatedly and was told a supervisor was not available and that there was nothing more they could do for me on the phone. I was given an email to reach out to, XXXX. \n\nLater that afternoon I emailed this mailbox and asking for a full explanation as to why the claims were denied as per my right under Reg E.\n\nREG E 1005.11 Procedures for resolving errors. ( c ) Time limits and extent of investigation 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 1005.11 ( c ) ( 2 ), it may debit the\namount upon transmitting the requested information, clarification, or documentation. \n\nOFFICIALLY CAPITAL ONE NOTIFIED ME OF THE CLAIM DENIAL ON XX/XX/2021 PER THE CUSTOMER SERVICE REPRESENTATIVE THE NOTES SHOWED THE DECISION WAS MADE ON XX/XX/2021. \n\n( 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\nAS PER REG E CAPITAL ONE IS TO REPORT THE RESULTS TO THE CONSUMER IN 3 BUSINESS DAYS. \n\nToday, XX/XX/2021 @ XXXX EST after close of business I have not received any written or verbal communication from Capital One explaining the decision or providing documents and evidence for their decision to deny the claims. I've reputedly asked for further documentation and explanation of finding via phone and email with no reply. \n\nAs I took on this matter into my own hands it became even more clear that capital one had violated Reg E by not complying with it's duty to properly investigate the claims. \n\nA large number of charges came from a company called \" XXXX XXXX XXXX XXXX XXXX '' I was able to do a XXXX search and locate this companies information in XXXX. After tirelessly working to reach someone I was able to speak to a representative on the phone and explained the charges on my account. The representative was able to look into it with a manager and agree that the charges were fraudulent. \n\nOn Sunday, XX/XX/2021 the credits from this company posted to my checking account resolving 10 disputed transaction across various claims. \n\nIf I was able to do this on my own, why was capital one not able to uphold their duty to properly investigate my claims and come to the same resolution? \n\nI continued to do further research and was able to resolve two more claims that were posted under \" XXXX XXXXXXXX XXXX XXXX '' also from XXXX. They also agreed that there were fraudulent transactions involving my debit card number. \n\nOn XX/XX/2021 two more credits posted to my checking account resolving two more transactions on the claims. \n\nOnce again, if I'm able to resolve this what is capital one doing? By the information I've provided and their hastiness to deny the claims in 5 business days it's safe to assume capital one has failed to meet even the lowest standard required under Reg E and their agreement with MasterCard.\n\nI'm hoping that CFPB will shed some light into their practices and the real life consequences that their actions have on their customers. While someone looks at numbers on a screen and fails to properly do their job, consumers like myself suffer the consequences.","date_sent_to_company":"2021-05-12T06:22:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"11201","tags":null,"has_narrative":true,"complaint_id":"4369918","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2021-05-12T01:28:14.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Hello, On XX/XX/2021 I realized that my personal and business checking account had <em>been</em> hit with numerous unauthorized and <em>fraudulent</em> transactions via my <em>debit</em> <em>card</em>. The account showed charges from various companies in XXXX but not much else could be ascertained from the information posted to the account. \n\nOn XX/XX/2021 I submitted claim ending in XXXX on the personal account ending in XXXX in the amount of {$33000.00}."]},"sort":[15.464382,"4369918"]},{"_index":"complaint-public-v1","_id":"9515964","_score":15.105918,"_source":{"product":"Checking or savings account","complaint_what_happened":"Claim Number XXXX On XX/XX/2024, I received an email from my financial XXXX Bank Of America XXXX BOA XXXX about suspected fraud that was happening in XXXX IL, on my debit card ending in XXXX, after trying to locate my debit card I came to the conclusion that it was lost and compromised so immediately contacted BOA in regards to the matter that was happening and put a stop to the debit card and close it out. After speaking with XXXX, he informed me that numerous charges was conducted on my account using the debit card and I informed him that it was not me I was still in Ohio at the time the fraud was taking place. He opened up a dispute claim for the Fraud Charges which was 13 charges in total totaling over {$3000.00} of my funds and while we was on the phone the Fraudster was still trying to making more transactions that kept getting blocked and reversed. I advised XXXX that this does not fit my pattern at and he and I both agreed that the entire time Ive been a customer my spend pattern or monthly spend limit have never exceeded over {$500.00} at most so for this to exceed over {$3000.00} is Ludicrous and also we checked my transactions history since Ive been a customer I have never shopped outside the state of Ohio so this doesnt even match my spending pattern. So XXXX assisted me with filling the claim and gave me the heads up that I will be receiving my credit within XXXX business days from the time the claim was opened if they didnt correct the issue, I expressed to XXXX that I needed my funds Urgently because I just had a new born child and I have to be able to provide for my family of 5 which I am the head of the household, and that those funds was all I had I actually took out a loan through another Financial institution so that I can handle my financial affairs because my illuminating company gave me a disconnection notice on the XXXX of XX/XX/2024 and said that if I couldnt pay it by the XXXX they will disconnect it so I gave him the in-depths of my Reality. He XXXX ensured that everything will be fine to just trust him. UNFORTUNATELY he was completely wrong!! I contacted BOA on XX/XX/XXXX and spoke with a representative to see can this matter be expedited due to my financial hardship after I got a hold to a rep she assisting me with expediting the matter and that was on Thursday morning I was told it could take up to XXXX business days so expect to hear back Tuesday because Saturday and Sunday is not counted as business days. after checking the status on the mobile app that Friday night I seen everything was still under review, I checked Saturday morning to see have there been any updates and I received confirmation that the claim will not be paid no reasons why!! So I contacted the customer service team and requested info and to see was there an discrepancy because I knew for a fact that this claim was in fact fraudulent and it no way it couldnt have went in my favor. The XXXX XXXX XXXX - XXXX spoke to advised me that the claim was open still and she dont know why i received the message saying that the claim was closed and the department that handles situation like this is off on weekends and that the claim was mishandled it shouldve went in my favor she dont understand why it wouldnt have. So I waited to XXXX  and spoke with the team that handles the claims the rep I got ahold of name was XXXX, she said that in order for me to move forward with reopening the claim I will have to submit documentation ( keep in mind that I already filed a fraud complaint with the Fair Trade Commission ) because I was a victim of fraud and I asked during the process of the claim being investigated will there be any additional information or documentation needed at the time and every Rep said No so I told her I will provide the requested documents and I asked what were the facts finding and the reasons behind the denial did not make sense she said- it was still funds left on my account, so the suspect did not have intentions to drain the account! Well that contradictory at its finest considering the fact that on XX/XX/XXXX, when I spoke to XXXX XXXX XXXX was still trying to make transactions while we was on the phone in the state of XXXX IL, so that is a none Logical statement, and remember that the reason I even became aware that my card was compromised and getting fraudulently charged was because of the email i received suspecting fraud so they reason is unlawful and is a clear violation of my consumer rights something must be done. I have no funds Im without electricity and I just had a new born child. I need access to my funds.","date_sent_to_company":"2024-07-15T16:55:04.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"44145","tags":null,"has_narrative":true,"complaint_id":"9515964","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-07-15T15:59:16.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Claim Number XXXX On XX/XX/2024, I received an email from my financial XXXX Bank Of America XXXX BOA XXXX about suspected fraud that was happening in XXXX IL, on my <em>debit</em> <em>card</em> ending in XXXX, after trying to locate my <em>debit</em> <em>card</em> I came to the conclusion that it was lost and compromised so immediately contacted BOA in regards to the matter that was happening and put a stop to the <em>debit</em> <em>card</em> and close it out."]},"sort":[15.105918,"9515964"]},{"_index":"complaint-public-v1","_id":"4330514","_score":15.099346,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2021, I received a phone call from XXXX recognized the number as TD Bank XXXX and quickly did a XXXX search to validate. The caller identified themselves as a TD Bank employee calling from the Fraud Department, and stated they had flagged a {$620.00} charge from XXXX. I replied that the charge was fraudulent. The caller advised that there were additional transactions they wanted to verify. They provided a series of dollar amounts that were initiated via bank transfer to an account held by XXXX XXXX in XXXX Texas. I responded that I had no knowledge of these transfers or the individual. Over the course of the conversation the caller referenced my bank account number, home address and phone number. The caller also mentioned by name an individual that I had sent funds to via XXXX over a year prior. They advised I contact this individual to ensure there was no fraudulent activity on their account. This was the one and only time I had used XXXX in the past. They also asked that I provide my 4-digit phone code so they could validate my account to reverse the funds transfers. I provided this code as requested. I was not suspicious, as they called from TD Bank 's phone number, had all of my account information, and gave me no had no reason to doubt I was speaking to a TD Bank employee. \n\nThe caller advised that as my account had been compromised they would forward all of the details along for investigation. In order to halt the transfers they asked me to validate my account user name. I provided my user name. It did not raise any red flags for me as they weren't asking for my password. They also advised they would need me to respond to a \" Y '' or \" N '' text message to reverse the funds transfers that had been initiated fraudulently. They talked through each transfer with me, and I received a subsequent text message for each that appeared to be from TD Bank. There was a contact number on the text message which I quickly Googled, and found associated with the TD Bank website. My husband had previously received \" Y '' or \" N '' text messages from TD Bank, so it did not seem unusual to me. I assumed I received a call because of the high cost and number of fraudulent transfers. I replied to the text messages, with the intent of authorizing reversal of the transfers. The caller confirmed they had canceled my debit card, and asked for confirmation when I would be available the next day to sign for a replacement debit card. They advised it would deliver between XXXX, and that I would have to sign for receipt. \n\nThe following morning, XX/XX/2021, the debit card did not arrive. I called TD Bank at the same number referenced above, and spoke to a bank employee. I explained that I was uneasy as the card had not arrived, and wanted to ensure the charges had been reversed as discussed, I also wanted to confirm I had actually spoken to a TD Bank employee. The bank employee stated that the rep had \" forgotten '' to order my new card, so he would do so for me. He told me the account had been \" hot-carded '', but gave me no indication that I was dealing with a scammer the previous day. After ending the call, I still felt uneasy so I decided to call my local branch to validate that the charges had been reversed. They repeated that my account had been hot-carded. I asked if I should close my account and they told me it wasn't necessary. They then placed me on hold so they could talk to their manager. They came back on the line and told me to come into the branch. \n\nI went into the branch and explained the entire situation. I showed the TD Bank employee XXXX XXXX XXXX the text messages as well. She advised that we had been targeted by a known scam. She insinuated that I must have provided my account number, which was not accurate. She walked me through closing my account, and opening a new account. I asked again if the transfers had been reversed. I was told that I could not take any action until the charges cleared. \n\nThe following morning, XX/XX/2021, all of the charges that had been discussed with the original caller hit my account, with an additional {$2400.00} charge that was never discussed, and which I never authorized via fraudulent pretenses by text. The total of the fraudulent transfers was {$6100.00}. I went back to my local branch, met with XXXX, and disputed the charges. I offered to provide the text messages, but XXXX chose not to include them in the dispute. She advised that the funds would be returned to our account in 7-10 days. This same day I received confirmation emails that were manipulated to appear as official correspondence from TD Bank from the email address XXXX. \n\nI received a letter in the mail from TD Bank dated XX/XX/2021, stating that my dispute had been denied as I had authorized the transfers. This was surprising as I had sent the texts under false pretenses, and I never sent any texts authorizing the additional {$2400.00} that was transferred out of my account. The caller was convincing and possessed detailed account information. As soon as I became suspicious I took immediate action to call the bank, and received a subpar response. The first bank employee did not indicate that I had been the victim of a scam. I was proactive in reaching out directly to the branch, and it was only then that the situation became clear. I acted swiftly and proactively to dispute the charges and protect my account. \n\nAfter receiving the denial I returned to the branch and spoke to XXXX. She made a phone call and advised that my request was denied because I had to provide a police report. I subsequently went to the XXXX Police Department and filed a report. Once the report was available, I returned to the local branch and was told XXXX was no longer employed by TD Bank, but someone else could assist me. I provided him with the police report and all of the documentation that had previously been offered to include with my earlier dispute. I provided screenshots of the text messages and the phony confirmation emails. I received another letter in the mail dated XX/XX/2021, denying my claim as the \" transactions were authorized by the account holder ''. \n\nI spoke with the same bank employee who advised security had reviewed my claim and determined that I had knowingly authorized the transfers. I disputed this fact, and pointed out that I had never even received a fraudulent text for {$2400.00}, so I had not provided authorization under false pretenses. I asked him to initiate another dispute, and again received a letter dated XXXXXX/XX/XXXX that my dispute was declined as the \" transfers were authorized by the account holder ''. \n\nI have exhausted my options in attempting to resolve this with TD Bank. I was very clearly the victim of a scam, that the bank admitted they have prior knowledge of. I took immediate action to cancel the fraudulent activity and protect my account. The company made me file a police report, yet never had any intention of approving my claim. They have provided the same inaccurate response to each dispute, that I had 'authorized the transfers. '' I have banked with TD for over a decade, and I am shocked that in the midst of a pandemic they would treat a customer that had clearly been victimized so poorly. I am requesting your assistance in resolving this matter and would be happy to provide any additional information that is required.","date_sent_to_company":"2021-04-27T15:35:10.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"08085","tags":null,"has_narrative":true,"complaint_id":"4330514","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2021-04-27T14:10:49.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I assumed I received a call because of the high cost and number of <em>fraudulent</em> transfers. I replied to the text messages, with the intent of authorizing reversal of the transfers. The caller confirmed they had canceled my <em>debit</em> <em>card</em>, and asked for confirmation when I would be available the next day to sign for a replacement <em>debit</em> <em>card</em>. They advised it would deliver between XXXX, and that I would have to sign for receipt. \n\nThe following morning, XX/XX/2021, the <em>debit</em> <em>card</em> did not arrive."]},"sort":[15.099346,"4330514"]},{"_index":"complaint-public-v1","_id":"10119508","_score":14.847701,"_source":{"product":"Checking or savings account","complaint_what_happened":"My debit card was declined after attempting to make a payment for my insurance bill. My card should not have declined there should have been More than enough funds in my accounts also I just deposited {$2000.00} 2 days prior to this incident. After my card was declined I decided to look at my bank statement I immediately notice multiple unauthorized fraudulent transactions and also there was hold on some funds on my checking account. I did not want to wait to call in the morning so I decided to navy federal around XXXX XXXX  XXXX XXXX. \n\nI called requesting to be transferred to the fraud department to cancel my debit card and checking account to avoid any more fraudulent transactions. The representatives name I believe was XXXX. I told her I need to make a report about the fraudulent unauthorized transaction on my account. Before we even start on reviewing the transactions. \n\nShe immediately accused me with a false allegations stating that I had recently filed for a dispute on XXXX XXXX I responded with I did? I was so confused. Because I dont remember doing so. So we already started off with much confusion, she realizes she made a mistakes and attempts to correct herself saying she read the account wrong. I just disregarded it not thinking much of it. \n\nAs we begin going over to verify the transactions that were in question and I told her that I did not recognize the Names on The transactions on XX/XX/XXXX, with the description of XXXX XXXX XXXX XXXX XXXX CA null amount {$50.00} or XXXX XXXX XXXX XXXX *XXXX XXXX XXXX XXXX Ca Null amount {$25.00} and so fourth she Responded with these charges were not deducted from my account and I was refunded and credit for those charges. ( also that any transaction that said Null was never charged ) I assumed because she was doing her job correctly that she was correct so I asked her to just look over my account and file for whatever she saw fit that was fraudulent because as we were going over the transactions I tried to log on to look over account activity with her, but I was unable to because when I tried logging on it said it was under maintaince. This happens frequently at night with navy federal. I did have a printed copy but not the most recent state or transaction activity that I could look at.\n\nSo I just allowed her to do her job thinking she would have by best interest to help me as a customer navy federal because it is their fiduciary duty to have your best interest. She stated she would have to read some disclosure and required verify with me a transaction that that I approved and remembered making as part of the process necessary to move forward she asked me on XX/XX/XXXX did I remember approving this transaction I said yes transaction DEBIT-DC XXXX XXXX Plus XXXX XXXX Null she said okay and begins to look for a file for the fraudulent charges when she finishes and she going to make the claim and I should receive a email notifying me of the claim. I asked he if she could give me the amount that was disputed and she says the amount of {$1000.00} for debit card ending XXXX and the amount of {$450.00} XXXX stated to her but I see more transactions that I did not authorize and she states the transactions that said NULL next to it I was NEVER CHARGED. I said okay not feeling certain with what she stated but had not other choice. \n\nI also asked her to explain to me why my account had funds that were pending or on hold. She never explained that to me nor mentioned that navy federal d without my consent to transfer out of my checking account in the amount of {$590.00} to pay for my credit card I had with navy federal that they canceled on me with no explanation or notice. Basically in so many words saying we dont care what you owe but your owe us first and took it out of my checking account and it was pending when I called wanted them to verify why my account was declined and the fraudulent activity and funds that were being held. The following after less than XXXX hours after I made the fraud claim after not receiving any email or notice I was worried so I tried to log on to my bank account as so I tried logging on the immediately received a email stating that they have investigate the claim and decided to deny my claim. Based on a review of your account activity. This includes, but is not limited to, transaction details, account history and/or differences between your claim and the activity in your account. \n\nAfter receiving this notice I decided to download my bank statement and look over every single transaction activity to make sure that it was properly investigated. After looking over my state and bank activity I made sure download a copy and print a hard copy to read and review. After doing so I realized the representative did not correctly do her job and incorrectly made false statements and provided absolutely XXXX proper assistants. \n\n1. ) The transactions I attempted to mention and she immediately tried to deny me of with the response say those transactions were never charged. She was wrong the transactions that said Null at the end were charged and the amount was deducted out of my checking account.\n\n2. ) their decision based on my statement and the claim I made they said were not accurate? I believe she asked me to verify a one of the most recent transactions that I approved and I stated the transaction well according to her that it the transaction that had the word null it was never charged so I believe based on that assumption the claim was denied because they presumed that the transaction was not charged so the transaction I claimed to approved was incorrect.\n\n3. ) the fact it they were wrong and all the transaction on my account that said null was in fact charged and deducted from my account I have copies of all the transactions and statements to prove they were wrong. Based on this I had to look over carefully all the transactions on my account that were not authorized and added the total amount which was way more than the representative filed for.\n\nSo how am I suppose to believe and rely on the bank or bankers representive to determine correctly that why correctly investigated and had made the correct determination my claim is not accurate and denied?. Please review over make a proper investigation. Also the strangest thing to me is navy federal left me a voicemail stating they are with the fraud department asking me to verify my recent activity because of possible fraudulent activity. When I do call them they state they find no errors on my account and will be denying my claim? Why did they call me?\n\nAlso why is navy federal bank statement and transactions activity so confusing to read and understand? Most bank account have pending transactions and posted transaction. Why do they have transaction descriptions that end with the word null when asking them for an explanation they stated that those transactions were never cleared. If they didnt clear why is the transaction posting on our account with the word null thats so misleading and the answer they provided was incorrect because the transaction that ended with the word null were in fact posted to my account and the amount was deducted from my balance. After my thorough review I believe navy federal system is slow to properly post the transaction that are in pending status to posted status. So when this happens the transactions they approve to be processed will be pending first but if you have multiple transactions it will say null because the amount was approved at the time of pending and posted are not correctly added to the balance which will technically say null making you believe it was adjusted or credited because it actually debited from you account already but was late on processing the updated transaction amount but in fact it was debited. This is was I have observed and believe. But please investigate and correct. Attached is my statements with the fraudulent transaction and highlighted the were taken out of my account they navy federal incorrectly stated to me. And improperly determined and denied my claims.\n\nAttached is highlighted with date and amount for transactions in the total amount that should be correctly disputed and example of a transaction with the word ending in null where it was slow to post the transaction from pending to posted transaction. \nAccount ending in XXXX and debit card ending in XXXX dispute amount of {$1000.00} Account ending in XXXX and debit card ending in XXXX dispute amount of {$4500.00} also attached information I recently became aware of data breach that my sensitive personal information including name, phone number, email, social security, home address and password are exposed and leaked that I am affected by multiple data breaches leaving me vulnerable to fraud and sensitive account potentially being compromised or fraudently used. \nEVERDAY CHECKING XXXX DEBIT-DC XXXX XXXX XXXX*XXXX  XXXX XXXX XXXX CA null Transfers - {$100.00} DEBIT-DC XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - $ XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX CA null Transfers - {$54.00} DEBIT-DC XXXX XXXX XXXX  XXXX XXXX XXXX CA XXXX XXXX - {$500.00} DEBIT-DC XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA null Transfers XXXX $ XXXX XXXX XXXX XXXX XXXX XXXX CA null Transfers - $ XXXXTransfer to XXXX XXXX XXXX - {$400.00} Transfer to XXXX XXXX  Transfers - {$350.00} Transfer to XXXX XXXX  XXXX - {$310.00} Transfer to XXXX XXXX Transfers - {$300.00} XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX CA Transfers - {$68.00} XXXX XX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA Transfers - {$53.00} Debit- XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers XXXX {$180.00} XXXX XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$170.00} XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX CA Transfers - {$72.00} XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX CA Transfers - {$150.00} XXXX XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$120.00} XXXX XX XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA XXXX XXXX {$190.00} XXXX XXXX  XXXX XXXX XXXX  XXXX XXXX XXXX CA Transfers - {$150.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA Transfers - {$150.00} EVERYDAY CHECKING XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX CA null Transfers - {$50.00} DEBIT-XXXX  XXXX XXXX XXXX MI XXXX XXXX CA null Transfers - {$25.00} DEBIT-DC XXXX XXXX XXXX XXXX  XXXX CA null Transfers - {$10.00} DEBIT-DC XXXX XXXX XXXX XXXXXXXX XXXX XXXX CA null Transfers - {$500.00} DEBIT-DC XXXX CXXXX XXXX XXXX XXXX XXXX CA null Transfers - {$500.00}","date_sent_to_company":"2024-09-13T12:46:46.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"30060","tags":null,"has_narrative":true,"complaint_id":"10119508","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2024-09-13T12:09:29.000Z","state":"GA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["My <em>debit</em> <em>card</em> was declined after attempting to make a payment for my insurance bill. My <em>card</em> should not have declined there should have <em>been</em> More than enough funds in my accounts also I just deposited {$2000.00} 2 days prior to this incident. After my <em>card</em> was declined I decided to look at my bank statement I immediately notice multiple unauthorized <em>fraudulent</em> transactions and also there was hold on some funds on my checking account."]},"sort":[14.847701,"10119508"]},{"_index":"complaint-public-v1","_id":"18549328","_score":14.723134,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To Whom It may concern, I am submitting this formal complaint and victim impact statement regarding an elaborate impersonation and authorized push payment fraud that resulted in the loss of {$9800.00} from my Wells Fargo account in XX/XX/year>. \n\nOn XX/XX/year>, at approximately XXXX XXXX, I received a call from the phone number XXXX. The caller identified himself as XXXX XXXX, claiming to be a representative from the Wells Fargo Claims Department. He stated that he was contacting me regarding a large, out-of-pattern transaction on my account and described it as a nearly {$5000.00} purchase.\n\nThe caller possessed extensive personal and account information, including my full name, address, and the last four digits of my debit card. While on the phone, I accessed my Wells Fargo mobile app and observed a pending transaction for {$4900.00}. I confirmed to the caller that I did not authorize this transaction and had not recently visited XXXX, where he stated the charge originated. \n\nThe caller instructed me that the only way to stop what he described as a recurring fraudulent withdrawal was to move funds into what he repeatedly referred to as safe or protected accounts. Believing I was speaking with a legitimate Wells Fargo fraud representative, I followed his instructions. \n\nOver the course of XXXX XXXX XXXX I was directed to attempt multiple transfers through XXXX XXXX and XXXX XXXX to third-party accounts provided by the caller. These attempts were unsuccessful, yet the funds became inaccessible and my third-party accounts were locked. \n\nOn XX/XX/year>, the same individual contacted me again and stated that the only remaining option to protect my funds was to send a wire transfer to a Wells Fargo Fraud Department Supervisor. I expressed concern about his identity, but he reassured me and again recited my personal information. Under extreme XXXX  and believing my remaining funds were at immediate risk, I sent a wire transfer in the amount of {$9800.00}. I wrote FRAUD in all capital letters in the memo field.\n\nImmediately afterward, I received a legitimate incoming call from the actual Wells Fargo Fraud Department. When I informed the representative that I was already speaking with XXXX XXXX, she stated that no such individual worked in their department. At that moment, it became clear that I had been the victim of a sophisticated impersonation scam.\n\nWith the assistance of Wells Fargos legitimate fraud team, my compromised account was closed, and a new account and debit card were issued. I filed a police report with the XXXX XXXX XXXX XXXXXXXX XXXX XXXX and submitted an IC3 report on XX/XX/year>. \n\nTo date, I have received no substantive follow-up from Wells Fargo Fraud Investigations , the FBI, or XXXX despite repeated attempts. I have contacted Wells Fargo between seven and ten times, speaking with multiple managers and claims specialists, and have retained names, reference numbers, and recorded evidence of these interactions.\n\nThis crime has had devastating consequences. I lost the majority of my life savings, fell behind on rent, and experienced severe emotional and psychological distress. My ability to function day-to-day has been significantly impacted.\n\nI have since identified numerous similar cases nationwide in which Wells Fargo customers were defrauded through impersonation scams and were later reimbursed after initial claim denials. These cases demonstrate that reimbursement in circumstances such as mine is not unprecedented.\n\nI respectfully request : 1. A full reinvestigation of my claim under authorized push payment fraud standards 2. Reimbursement of the {$9800.00} lost 3. A written explanation of Wells Fargos fraud prevention failures in my case I am prepared to provide call recordings, documentation, police reports, and all supporting evidence upon request.\n\nThank You","date_sent_to_company":"2026-01-07T23:11:26.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"20002","tags":null,"has_narrative":true,"complaint_id":"18549328","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-01-07T22:49:28.000Z","state":"DC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["At that moment, it <em>became</em> <em>clear</em> that I had <em>been</em> the victim of a sophisticated impersonation scam.\n\nWith the assistance of Wells Fargos legitimate fraud team, my compromised account was closed, and a new account and <em>debit</em> <em>card</em> were issued. I filed a police report with the XXXX XXXX XXXX XXXXXXXX XXXX XXXX and submitted an IC3 report on XX/XX/year>. \n\nTo date, I have received no substantive follow-up from Wells Fargo Fraud <em>Investigations</em> , the FBI, or XXXX despite repeated attempts."]},"sort":[14.723134,"18549328"]},{"_index":"complaint-public-v1","_id":"21266051","_score":14.540035,"_source":{"product":"Checking or savings account","complaint_what_happened":"b'I am writing to respectfully submit a complaint and request assistance regarding my Bank of America Merchant Services account to Bank of Americas Executive Team after I became a victim of identity theft and fraudulent activity that affected my business account.\\n\\nThe issue began with fraudulent debit card transactions connected to the following activityXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAs a result of this fraudulent activity, my account became negative in XXXX XXXX I later learned that this negative balance was tied to fraud that was eventually resolved and determined to be unauthorized activity. What has been difficult for me to understand is that, despite the matter being fraud-related, a reserve was later placed on my merchant account without a clear explanation or notice at the time.\\n\\nAfter I processed transactions on my account, the funds were reversed on XXXX XXXX XXXX When I contacted customer service for clarification, I received several different explanations. I was first told the issue was related to incomplete PCI compliance and that it would be corrected within a few days after completion. I completed the PCI requirement in good faith, but the issue remained unresolved. I was then told that my account had a reserve and that transactions would be placed on hold.\\n\\nIt was not until XXXX XXXX XXXX after nearly two weeks of waiting and after XXXX  did not return my calls, that a supervisor explained the reserve had been placed on my account in March because of the negative balance caused by the fraudulent activity from XXXX XXXX.\\n\\nI am very disappointed by how this situation has unfolded and am hoping someone can help me better understand why this happened and whether anything can be done to fairly resolve it.\\n\\nWhat has been especially concerning to me is that I believed if the banking side had an active fraud investigation on my account, or if the account had become negative because of fraudulent activity, there would have been some coordination between departments to fully understand the circumstances before such a serious restriction was placed on my merchant account. Instead, it appears that a hold or reserve was placed months later without any meaningful communication or prior notice.\\n\\nI regularly receive emails regarding my accounts, but I never received any email, phone call, or other notice advising me that a reserve or hold had been placed on my merchant account. That lack of communication has made this experience even more confusing and upsetting.\\n\\nIn addition, because of the nature of the fraud issue, I was informed during the investigation not to use or transact on the affected bank account until the matter was completed, in order to make sure the account was not fully compromised. As a result, many of my normal business transactions had to be handled outside of my usual day-to-day business banking account. I followed those instructions carefully and in good faith, which is why it has been so discouraging to later face consequences on the merchant services side for a situation I did not cause.\\n\\nBecause of the reserve, I have now been told that income processed through my merchant device may be held for six months. I was also told that because my account is now negative due to a XXXX XXXXersal, I would need to pay that amount to bring the account positive. From my perspective, that leaves me in a very difficult position, where services I legitimately provided may now result in a loss to me personally.\\n\\nThis has been especially hard because my business has not had chargebacks or refund problems, I maintain strict policies, and my clients are legitimate business owners seeking real services. I have worked hard to operate responsibly, so it has been discouraging to feel that my business is being treated as a risk because of fraudulent activity committed against me.\\n\\nI have also been disappointed by the communication throughout this process. I received inconsistent information, did not receive timely follow-up, and waited nearly two weeks for a supervisor callback. I was hoping for more guidance, empathy, and support in resolving a matter that has already been stressful for both me and my business.\\n\\nI am kindly asking for assistance with the following:\\n\\t1.\\tA clear written explanation of why the reserve was placed on my merchant account, including how the fraud-related negative balance led to that decision.\\n\\t2.\\tA review of the reserve decision and the six-month hold, to determine whether any reconsideration may be possible.\\n\\t3.\\tClarification regarding the XXXX reversal and why I am being asked to repay funds connected to this matter.\\n\\t4.\\tA review of how this issue was handled, including the lack of follow-up and delayed response.\\n\\t5.\\tConsideration of reimbursement or compensation related to the merchant device I purchased but have been unable to meaningfully use because of this situation.\\n\\nI have valued my relationship with Bank of America on both the business and personal side, which is why this experience has been so disappointing. My hope is not simply to complain, but to receive help, understanding, and a fair resolution. I truly want to believe this matter can still be addressed properly.\\n\\nThank you for your time and attention to this matter. I would sincerely appreciate a professional response, a clear explanation, and any assistance toward resolving this issue.'","date_sent_to_company":"2026-04-15T16:07:37.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"60016","tags":null,"has_narrative":true,"complaint_id":"21266051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-15T15:53:45.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["\\n\\nThe issue began with <em>fraudulent</em> <em>debit</em> <em>card</em> transactions connected to the following activityXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAs a result of this <em>fraudulent</em> activity, my account <em>became</em> negative in XXXX XXXX I later learned that this negative balance was tied to fraud that was eventually resolved and determined to be unauthorized activity."]},"sort":[14.540035,"21266051"]},{"_index":"complaint-public-v1","_id":"5833641","_score":14.284018,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Sunday, XX/XX/XXXX, I became aware of fraudulent transactions pending in my Wells Fargo Business account. I immediately called Wells Fargo to report the problem ; I made the call at XXXX am, and the call lasted XXXX minutes. I was assured the matter would be handled, my atm card would be considered \" stolen '' and I would be issued a new business card within 7 business days. On XX/XX/XXXX the reported fraud charges were still in my account detail, so I called Wells Fargo again ; the call duration on XX/XX/XXXX was XXXX minutes ; once again, I was assured that my bank account was secure and the matter would be resolved and money from the fraud charges would be returned to my account, and any fees associated would be credited. On XX/XX/XXXX more fraudulent charges appeared, which prompted me to reach out by phone to Wells Fargo a total of 3 times : XX/XX/XXXX at XXXX am the call to the claims department lasted XXXX minutes ( including whatever time it took to be transferred ), again at XXXX for 4 minutes, and again at XXXX am for 21 minutes. Each conversation assured me that the money would be returned and the investigation would be completed in 10 business days. I carefully monitored my bank account. I did receive a \" provisional credit '' of {$590.00} on XX/XX/XXXX giving me confidence that this matter was being handled and my long standing relationship with Wells Fargo would continue knowing I could trust the bank I have been with for over thirteen years. I received another \" provisional credit '' for {$2000.00} '' on XX/XX/XXXX. Because this is a business account I had fallen behind on work projects, however, I was willing to overlook the damage and get back to business as usual including my trust in Wells Fargo. \nOn XX/XX/XXXX I received this email : Investigation has been completed ATM/Debit/Prepaid Card Claim Reference Number XXXX RE : Business Debit Card XXXX Thank you for your patience in the time required to review your claim. We have completed our investigation of the claim regarding your Wells Fargo account XXXX. We have sent a detailed letter by mail. Please refer to the letter for more information. \nIf you have further questions after receiving the letter, please call us at XXXX. Our hours are : Monday Friday, XXXX am to XXXX am or Saturday, XXXX am to XXXX pm XXXX XXXX. \nThank you for choosing Wells Fargo. \nSincerely, Wells Fargo Claims Assistance Center The letter by mail as referred to in the body of the email ( seen above ) came in the mail on Saturday, XX/XX/XXXX, stating that they, Wells Fargo, completed their research of my inquiry about charges to my account. The wording in the letter : \" Based on the information available to us, we found the charges were made by you or someone who had your permission. As a result, the {$2600.00} temporarily credited to your account ending in XXXX, will be deducted 10 business days from the date of this letter on XX/XX/XXXX. Please consider your claim closed. '' I immediately called the number provided on the letter for Wells Fargo Claims department ; I was told that Wells Fargo could not disclose the notes in the investigation. I asked if there was anything they could do to help me or if there was anything or anyone i could talk to to gain an understanding of how they reached this conclusion. I also expressed my concern that at no point in Wells Fargo investigation did someone contact me. I also pointed out that the charges in dispute were made in cities not near me and it would be physically impossible for me to make them. I also reminded the gentlemen from Wells Fargo that I reported the card stollen before many of the charges appeared. I reminded him that I have never shared my card number, or given it to anyone and I have not lost possession of the card. Looking at the details on my online banking portal it is clear that there should be no question that these charges are indicative of fraud. I asked how Wells Fargo reached this conclusion, what general guidelines? He said he could not disclose that information. All I could do was request the details from the investigation, and since I was denied those details to be given over the phone, I requested they be faxed or emailed to me. I was denied. I was then told the only option would be to mail them to me to my home address, so I formally requested all of the notes available be mailed along with phone conversation transcript. The gentlemen for Wells Fargo agreed. I asked how long would I need to expect to get them. He put me on hold to get the answer. He returned and said it would be XXXX calendar days. This is totally unacceptable.","date_sent_to_company":"2022-08-02T22:23:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95678","tags":null,"has_narrative":true,"complaint_id":"5833641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-08-02T21:26:56.000Z","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":["On XX/XX/XXXX I received this email : <em>Investigation</em> has <em>been</em> completed ATM/<em>Debit</em>/Prepaid <em>Card</em> Claim Reference Number XXXX RE : Business <em>Debit</em> <em>Card</em> XXXX Thank you for your patience in the time required to review your claim. We have completed our <em>investigation</em> of the claim regarding your Wells Fargo account XXXX. We have sent a detailed letter by mail. Please refer to the letter for more information. \nIf you have further questions after receiving the letter, please call us at XXXX."],"sub_issue":["Problem using a <em>debit</em> or ATM <em>card</em>"]},"sort":[14.284018,"5833641"]},{"_index":"complaint-public-v1","_id":"4283840","_score":14.158111,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX XXXX, MD # XXXX XXXX XXXX, XXXX, MA. XXXX Cell # XXXX ( XXXX ) XXXX To : Senator XXXX XXXX Re : Apple Fraudulent activity Reference : XXXX credit bureau, Matter of : Dispute of the fraudulent report of a {$62.00} cash back as a late payment charge posted by Apple on XXXX XXXX resulting in drop of 72 point off of my credit score. \nXXXX Report Number : XXXX Account Number : XXXX Company : APPLE CARD/GS BANK USA XX/XX/XXXX Dear XXXX XXXX ; I am writing this to report fraudulent activity by Apple over financial abuse of the public. I am sure Apple has been victimizing thousands of individuals through this XXXX XXXX like activity. \nIn XX/XX/XXXX : I purchased an Apple laptop and returned it in XX/XX/XXXX. The terms of the purchase was to apply for an Apple credit card and use the apple card for 0 % APR, they were encouraging use of the Apple credit card for general use as well, as they were offering a handsome cash back deal on general purchases. \nAs mentioned above, I had bought but returned the laptop within the grace period they had determined and Apple credited back the cost of the laptop. But later in XX/XX/XXXX : Apple granted {$62.00} Cash Back for the original purchase, which I was not informed. I did not do any activity on Apple credit card. \nIn XX/XX/XXXX, without any pre warning : Apple converted the $ ( XXXX ) cash back credit to {$62.00} Debit ; ( Not even to Zero, which in that case it would have meant they had taken their money back ). But Apple instead, by the conversion of credit to debit without my consent of the consumer, in fact they charged me 200 % APR on that {$62.00}. I did not become aware of any such activities, either. They say ; it shouldve shown on the App called XXXX, on my phone, but I had not set up the App, nor downloading the App was never part of the deal, either. \nWhen in XX/XX/XXXX, I finally became aware of such activity through a random checking of my overall credit score through the credit bureau ; XXXX, I called Apple and found out what they had done. I asked the Apple agent ; Apple had given me credit so why they just did not take it away?\n\nTheir representative replied : Because it is not legal for us to take back the cash back. We need the consent of the customer. But instead, Apple committed fraud and turned my credit to debit which it means in direct violation of their original contract, instead of 0 % APR on the Apple card, in fact they charged me % 200 APR on the {$62.00} cash credit. \nMoreover, In XXXX XXXX : Apple by not receiving any payment for their fraudulent {$62.00}, they reported me to XXXX and all other credit agencies as a 30 days late payment. By doing such a late payment report, my credit score dropped to a lower category by drop of 72 points.\n\nI asked Apple why they did not let me know of the balance, that they were demanding? They said they have sent emails ( which had been going to Spam ), their representative said it is their policy and regulation that they have to call me to inform me of such a balance, but she apologized because APPLE DID NOT CALL ME AND THEY HAD VIOLATED THEIR OWN PROTOCOL! Moreover, Apple never got my consent about not to send me any statement, either.\n\nApple failed to send me any statement, which is a routine action expected from any credit card company!\n\nTherefore, As result of Apples failure informing me, ( I was not aware of any monetary claim by Apple ) against me, I suffered major loss of credit score which created a domino effect on my mortgage acquisition or any other borrowing power. \nIn XX/XX/XXXX : I found out through XXXX about a problem with my credit report which in fact it turned out to be that it was the first time I had become aware of any such a late payment claim by Apple.\n\nI called Apple and they said ; in order to solve the problem and to preventing the problem getting worse, all they needed, was my consent to get their {$62.00} back which by then it had turned to {$62.00} ( with the interest accrued ). \nObviously, in that telephone conversation of XX/XX/XXXX with Apple, I consented to wipe out their original cash back credit of {$62.00}, as well as, I asked them to waive the {$0.00} of interest they had charged me. \nBut in addition to the fact that I disputed the Apples original claim of being late for payment that ( I had not been aware ) for XX/XX/XXXX. But also, this fraudulent activity by Apple to circumvent the law that they can not take back the cash back they had already honored before.\n\nBut in this way they have created a sham situation which through such a loophole they compel their consumer into returning the cashback credit they had falsely advertised and offered, in the first place.\n\nSubsequently, I disputed Apples claim of late payment with the credit bureau as well as I filed a dispute with Apple and request the 72 point credit score I lost to be recredited to my credit score, but I have got nowhere with Apple. When I called them again, each time after so much wait and jumping over so many hoops, they kept telling me : I no longer owe them the $ XXXX but their agent and their supervisors keep playing dumb about my demand to contact the credit bureau and remedy their destructive act. They kept promising to write me and or call me back to inform me of the result of their corrective action, but nothing has happened, despite months of wait. \nI have rerun this scenario with them at least 3 times by calling them within several weeks intervals, but I am still waiting for Apple to call or report their false action to the credit bureau to remedy my credit score.\n\nSo, I am asking for your help and protection through requesting you, for a full investigation in Apples fraudulent activity of converting cash back credit to debit, as their agent told me in clear words that : it is illegal for them just to take back the cash credit they have already honored, they can only do it with the consent of the customer!!! I would also like to see Apple to be investigated for false advertisement, by promising a cash back and % 0 APR on Apple credit card but in action they charge % 200 interest rate by converting the cash back credit into a debit.\n\nMoreover, by not sending statement to their customer and violating their own protocol by not calling to inform their customer of their intention to charge the customer for the cash back they have honored, already, they turn their customers status into a bad credit status.\n\nFollowingly, they begin to take punitive action on the consumer, such as reporting the customer to the credit bureau as well as creating a situation for Apple to charge the customer % 200 without anybody asking any question. Apple is abusing their big corporate power and privilege against the little guy in the society, to enrich themselves at the expense of ruining the little guys credit score. \nSincerely, XXXX XXXX, XXXX","date_sent_to_company":"2021-04-13T18:01:04.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"024XX","tags":"Older American","has_narrative":true,"complaint_id":"4283840","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2021-04-08T12:44:51.000Z","state":"MA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["So, I am asking for your help and protection through requesting you, for a full <em>investigation</em> in Apples <em>fraudulent</em> activity of converting cash back credit to <em>debit</em>, as their agent told me in <em>clear</em> words that : it is illegal for them just to take 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