{"took":98,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":53,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"20552556","_score":19.573809,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"I am filing a complaint regarding a XXXX XXXX  personal loan that was obtained through merchant-facilitated inducement tied to a company now subject to an FTC enforcement action. \n\nOn XX/XX/year>, I was directed by XXXX to obtain financing through what they described as their funding. They sent me the application link and remained on the phone coaching me through the process. They sent me a text with the link to fill out. They referred to it as \" our loan department '' and they said \" when the underwriting is done, the money will be put in your account and we will bill it at that time. We just have to do it separate so we fulfill the funding requirements. '' They had different names for everything related to their customer experience so the loan was XXXX, the software was XXXX the support team was XXXX, the communication was XXXX. The language they used created the assumption that they had just named their different departments but it was all XXXX experience. \n\nAfter XXXX received {$15000.00} : The company failed to deliver promised services Provided written confirmation I would receive a full refund Later declared bankruptcy Ceased communication I have since learned that the FTC has filed a lawsuit against this company alleging deceptive practices, false promises, and failure to provide refunds to consumers. \n\nXXXX XXXX has declined my dispute solely on the basis that I applied for and received funds, without addressing the fraudulent inducement and failure of consideration tied to this loan. \nI have filed a dispute with XXXX directly and was told that it's \" not their problem '' that I filled out the loan application, even if it was under fraudulent circumstances and under duress. They also told me that my loan payments would be paused until the dispute was resolved and that I would receive a call from a fraud investigator within 14 days. I had to make multiple calls to ask about my case because I hadn't received a call in over 23 days. When the person called from XXXX on XX/XX/XXXX, he did not discuss any investigation that was done, just simply told me my dispute was declined and that there was no point in talking to other management because they would say the same. And that they had already taken the next payment the day before - even though I was told no more payments would be taken until my dispute was resolved. The manager that called me today XX/XX/XXXX told me he hadn't heard of XXXX and that he hadn't done any investigation of the FTC ruling but he was maintaining the denial of my dispute and that they would continue taking money out of my account even though it is not resolved because they consider it to be resolved by saying so. \n\nThis loan exists solely due to a merchant-facilitated scam that is now the subject of federal enforcement action.","date_sent_to_company":"2026-03-24T19:16:40.000Z","issue":"Problem with the payoff process at the end of the loan","sub_product":"Installment loan","zip_code":"85295","tags":null,"has_narrative":true,"complaint_id":"20552556","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Marlette Funding, LLC","date_received":"2026-03-24T18:46:09.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They also told me that my loan payments would be paused until the dispute was resolved and that I would receive a call from a fraud <em>investigator</em> within 14 <em>days</em>. I had to make multiple calls to ask about my case <em>because</em> I <em>hadn</em>'t received a call in over 23 <em>days</em>. When the person called from XXXX on XX/XX/XXXX, he did not discuss any <em>investigation</em> that was done, just simply told me my dispute was declined and that there was no point in talking to other management <em>because</em> they would say the same."]},"sort":[19.573809,"20552556"]},{"_index":"complaint-public-v1","_id":"17070054","_score":19.417145,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I had an unauthorized transaction and I requested a refund they decided to do their own investigation ( in which I never gave them the authorization to make decisions for me or my account ) 6 months later they decided to give the merchant my money and never even informed me of the decision to take my money XX/XX/XXXX XXXX 2025 {$260.00} two transactions they made unlawful decisions about my account .. XX/XX/year> XXXX transactions between XXXX and XXXX XXXX is the same company they gave {$220.00} last year atempted 4 times and they gave it to them on the 5th try they have tried to say that they refunded the money no record of any transactions from them now I get hours on the phone just to be hung up and made to start over again told they stopped the investigation because they hadn't heard from me in 3 days I'm on the phone with them every day now today they made a transfer of funds from my separate bank account into their account I'm on XXXX and they are not even trying to talk to me or refund my money {$400.00} half they have had for over a year and all of this could have been avoided if they were honest with their customers and tell them they actually have a stop pending transaction in the app but they tell you that you have to wait for it to be done before you can make any dispute......","date_sent_to_company":"2025-11-06T20:04:31.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"338XX","tags":null,"has_narrative":true,"complaint_id":"17070054","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-11-06T19:26:41.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/year> XXXX transactions between XXXX and XXXX XXXX is the same company they gave {$220.00} last year atempted 4 times and they gave it to them on the 5th try they have tried to say that they refunded the money no record of any transactions from them now I get hours on the <em>phone</em> just to be hung up and made to start over again told they stopped the <em>investigation</em> <em>because</em> they <em>hadn</em>'t <em>heard</em> from me in 3 <em>days</em> I'm on the <em>phone</em> with them every day now today they made a transfer of funds from my separate"]},"sort":[19.417145,"17070054"]},{"_index":"complaint-public-v1","_id":"9253749","_score":18.695448,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I called wells Fargo to get clarification about using the balance transfer promo that I had used before! I asked about the fee and if any interest would be charged! I was told that there would be a 3 percent fee but no interest for the promo period ending in XX/XX/XXXX. So I requested the transfer and gave my consent! Months later, I noticed that interest was being charged each month. So in XXXX, I called wells Fargo to find out why. I was told that it was for purchases, because that's what it appeared to be on the statement. Very confusing.! So I objectedand was placed on hold, and the representative came back and asked me if I had done a balance transfer over the phone or online. So I said to her that it was done over the phone. I requested that the interest be taken off of my account. So she said that wells Fargo would investigate and I would hear back in about 5 days. I didn't hear back for a about 10 days so I caked back and was told again that they were investigating. I kept calling for about a month before a gentlemen called to say that he heard my conversation in XXXX with their representative and he said that the XXXX time she mentioned the interest charge for the balance transfer. I disagreed with him. He said that the terms were mailed to me recently. But I hadn't received it until a week later. I have requested that the interest be removed and I also want the late charges removed while this matter is being resolved. I sent this request by email on XX/XX/XXXX!","date_sent_to_company":"2024-06-13T22:38:44.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"75219","tags":null,"has_narrative":true,"complaint_id":"9253749","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-06-13T22:02:21.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I was told that it was for purchases, <em>because</em> that's what it appeared to be on the statement. Very confusing.! So I objectedand was placed on hold, and the representative came back and asked me if I had done a balance transfer over the <em>phone</em> or online. So I said to her that it was done over the <em>phone</em>. I requested that the interest be taken off of my account. So she said that wells Fargo would <em>investigate</em> and I would hear back in about 5 <em>days</em>."]},"sort":[18.695448,"9253749"]},{"_index":"complaint-public-v1","_id":"7602326","_score":17.129398,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I purchased a flight on XXXX XXXX via XXXX to occur on XX/XX/XXXX. Obviously I no longer took that trip due to the Covid-19 pandemic. For a long time the cost of the flight sat there as a credit in my XXXX account, but then one day disappeared. On XX/XX/XXXX XXXX XXXX emailed me that I may be eligible for a refund and sent me a link to apply for it, which I promptly did, and on XX/XX/XXXX XXXX XXXX informed me that my refund was approved and I should see a refund within 30 days. \n\nI waited and waited and did not see a refund to my credit card for the purchase. In XXXX I contacted and spoke with XXXX and they confirmed the refund would be coming from XXXX XXXX directly so I needed to speak with them. On XX/XX/XXXX I called XXXX XXXX and they confirmed that they sent my refund on XX/XX/XXXX to my credit card. I happened to book my underlying seat with one card ( Bank of America ) and a seat upgrade with a different card ( XXXX ), and sure enough when I went back and looked at my XXXX account the seat upgrade amount was refunded when XXXX XXXX said they sent the money. \n\nI then called Bank of America ( on XX/XX/XXXX ) about the flight purchase in the amount of {$690.00} on XX/XX/XXXX and that it should have been refunded to my account already as XXXX XXXX sent it on XX/XX/XXXX and offered to provide them with the ARN number as XXXX XXXX had given me that. They said they didn't know why it hadn't posted to my account, that that was weird ( they also couldn't even find the initial purchase because they inexplicably change your underlying account number to match the credit card number so when they send you a new credit card your account number changes? It was only because I went back 3 years in my statements and found proof of the purchase and its reference number that they could even pull it up ), and that they would be launching an investigation into where the money went because it wasn't sent directly to my account. They told me it could take 30-60 days and they would let me know when it's resolved. They never sent me anything via mail or the online message center in my account. \n\nOn XX/XX/XXXX I called again because I had heard nothing. They told me they couldn't find proof of it so they closed the investigation. I asked why had nothing been sent to me via either mail or the online message center about it, there was no clear answer. I eventually was connected to a manager and spoke to a man named XXXX who said he didn't know why they hadn't communicated with me but that he would launch another investigation and assured me that this time they would communicate with me in writing about the investigation. He had zero interest in the ARN number, saying that really only helps XXXX XXXX keep tracking of the money, not BofA on the receiving end. He gave me a case number and we hung up after yet another hour on the phone with them. \n\nIt is now XX/XX/XXXX and I have heard absolutely nothing from BofA about this case, despite it being almost 3 months now since they 'reopened \" another dispute and I'm 45 minutes in to yet another call with BofA to get my money back. The woman helping me today ( XXXX ) is lovely but can't actually help me and the department that can help me has already gone home for the day as it is XXXX EST though nowhere on their website does it state that. I have had to take time off of work to deal with these calls as I am now over 10+ hours of phone time into trying to resolve this and BofA is clearly not interested in resolving this issue and can not be bothered to even communicate with me their dismissal of the investigation of them continuing to hold onto {$690.00} ( plus the interest it has accrued since XX/XX/XXXX ) that is rightfully mine. I am owed this money and what is to stop major institutions from just 'losing ' refunds like mine all of the time? There needs to be accountability.","date_sent_to_company":"2023-09-25T22:18:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"98106","tags":null,"has_narrative":true,"complaint_id":"7602326","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-09-25T21:00:04.000Z","state":"WA","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":["It was only <em>because</em> I went back 3 years in my statements and found proof of the purchase and its reference number that they could even pull it up ), and that they would be launching an <em>investigation</em> into where the money went <em>because</em> it wasn't sent directly to my account. They told me it could take 30-60 <em>days</em> and they would let me know when it's resolved. They never sent me anything via mail or the online message center in my account. \n\nOn XX/XX/XXXX I called again <em>because</em> I had <em>heard</em> nothing."]},"sort":[17.129398,"7602326"]},{"_index":"complaint-public-v1","_id":"4586495","_score":16.510445,"_source":{"product":"Checking or savings account","complaint_what_happened":"I discovered a whole bunch of charges to some company I've never heard of before. \n\nI disputed these charges with sofi using there online dispute option, and followed up by phone call the next morning ( since they're call center was closed when I initially discovered the charges ) and also because their dispute system only allowed for 3-4 disputes and there was many many more charges than their max. \n\nWhen I called, I was told not to worry, they would send me a new card, and investigate the charges, and that I'd be fully credited for the fraudulent charges Then just a few days later, we'll before I received the replacement card in the mail, Somehow my card began receiving charges once again! I hadn't even received or activated the replacement card, yet somehow my account was experiencing large and numerous charges to this same XXXX XXXX \n\nThe dispute I filed from the first card came back, and I was shocked to see that all of the transactions were \" determined to be authorized ''. \n\nAll the transactions except for 1, which was approved, and credited back to my card. \n\nSo why would you credit me for the 1 transaction, but deny the rest, all from the same merchant??? \n\nI DID NOT MAKE THESE CHARGES, NOR DO I HAVE ANY KNOWLEDGE OF THESE CHARGES THESE CHARGES ARE TOTALLY FRAUDULENT AND I DONT UNDERSTAND HOW THEY AQUIRED THE NEW CARD NUMBER AND MORE THAN YOU DO. \n\nWHAT I DO KNOW IS THAT I HAD NO INVOLVMENT WITH THE CHARGES, YOU CREDITED ME FOR ONE BUT DENIED THE REST! \n\nWHY??? \n\nPLEASE HELP ME TO GET ME MONEY BACK, WHAT DO I HAVE TO DO?","date_sent_to_company":"2021-07-29T21:16:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92122","tags":"Servicemember","has_narrative":true,"complaint_id":"4586495","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Social Finance, Inc.","date_received":"2021-07-29T20:56:49.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I discovered a whole bunch of charges to some company I've never <em>heard</em> of before. \n\nI disputed these charges with sofi using there online dispute option, and followed up by <em>phone</em> call the next morning ( since they're call center was closed when I initially discovered the charges ) and also <em>because</em> their dispute system only allowed for 3-4 disputes and there was many many more charges than their max."]},"sort":[16.510445,"4586495"]},{"_index":"complaint-public-v1","_id":"7570164","_score":15.322041,"_source":{"product":"Credit card","complaint_what_happened":"To whom it may concern, When I woke up Monday, XX/XX/2023, I saw a notification on my phone from the Wells Fargo app that there was an attempted charge of {$1.00} on my Wells Fargo debit card at a XXXX XXXX XXXX in XXXX XXXX, CA, at XXXX, and I should sign on to activate the card. I thought that was odd, because I hadn't even picked up my new debit card from the mail box or activated it. Given my current card was active until XX/XX/2023, I was not in a rush to do so, and my mailbox is a bit of a ways away from my house. Anyway, the attempted charge was only {$1.00}, and it was denied, so I ignored it while I got busy with work. \n\nLater in the day at XXXX I received another notification on my phone from the Wells Fargo app that there was another attempt to charge {$1.00} on my Wells Fargo debit card at a XXXX XXXX station in XXXX XXXX XXXX CA XXXX That was when I got worried so I ran to the mailbox to see if indeed my card had been stolen, and at the same time called the Wells Fargo customer service line to report that someone was attempting to make charges on my unactivated card. When I got to the mailbox, I confirmed that all of my mail ( at least XXXX weeks uncollected ) was missing, including the mail for my new Wells Fargo debit card. \n\nWhen I was on the phone with the Wells Fargo fraud customer service representative, which started at XXXX, she immediately cancelled my card and requested a replacement and filed a claim for me ( # XXXX ). My XXXX was also deactivated at XXXX. She said that there was an {$80.00} charge at XXXX, and then a {$40.00} charge at XXXX XXXX that they will be looking into. I told her that was odd, because if the alerts I received on my phone said the card was not activated and the charges were declined, how in the world would they have gone through!? She was also dumbfounded and did not have an answer for me, but assured me that it would be looked into and refunded back. The call ended around XXXX. \n\nLater that day at XXXX, the card thief attempted again to charge {$15.00} at a XXXX XXXX station in XXXX XXXX XXXX This time it was properly and truly declined, because by then I had already called Wells Fargo and the customer service representative had cancelled my card and ordered a replacement. \n\nToday on Sunday, XX/XX/2023, I thought it was odd I hadn't heard back from Wells Fargo yet, and the charges were still on my account, so I called Wells Fargo to inquire. They said that their investigation found that the transactions for the {$120.00} were authorized and not processed in error, so they have closed the claim. I asked what my next steps could be, because clearly their findings are not accurate, and they said nothing can be done. I asked them how this could be determined, and they mentioned something about my phone number had not changed in 30 days, and that was what they used to determine it was not fraud, but they could not provide me with any further details due to something -- I forget what she said, maybe confidentiality? \n\nI think this is absolutely ridiculous. Why in the world would I knowingly use an unactivated card XXXX separate times throughout the day, while still receiving notifications on my phone that the card is clearly not activated? Also, I have been a loyal Wells Fargo customer for XXXX years, if not more. I have never had a single issue with my account, there has never been fraud, nothing has ever been lost or stolen. Also, if you look at my XXXX years of having this debit card, never have I once used it to make any sort of purchase -- not food, gas, anything. All the transactions have been at the ATM to withdraw money, deposit checks, and that is it. Any other transactions are done on my credit cards. Also, I now have an XXXX  car, so I definitely would not need to get gas at the gas station. So for me to suddenly charge an unactivated card for 3 times, and try to use them at a gas station and XXXX XXXX is highly unlikely. I don't know what they used to determine this was not fraud, but clearly it was not enough.","date_sent_to_company":"2023-09-19T06:17:44.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"95112","tags":"Servicemember","has_narrative":true,"complaint_id":"7570164","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-09-19T05:23:02.000Z","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 was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["To whom it may concern, When I woke up Monday, XX/XX/2023, I saw a notification on my <em>phone</em> from the Wells Fargo app that there was an attempted charge of {$1.00} on my Wells Fargo debit card at a XXXX XXXX XXXX in XXXX XXXX, CA, at XXXX, and I should sign on to activate the card. I thought that was odd, <em>because</em> I <em>hadn</em>'t even picked up my new debit card from the mail box or activated it."]},"sort":[15.322041,"7570164"]},{"_index":"complaint-public-v1","_id":"5349740","_score":15.058343,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I stayed at the XXXX XXXX  XXXX XXXX for XXXX nights. Each night was reserved and paid for separately using 3 separate virtual charge cards and paid for the same night room was reserved. I had used my destiny charge card to pay for the {$100.00} incidental deposit that the hotel requires to be paid upon checking in which is then returned after checking out. Below are the 3 nights and charges made on the 3 separate virtual charge cards : XXXX In XX/XX/XXXX XXXX out XX/XX/XXXX - {$79.00} XXXX In XX/XX/XXXX XXXX out XX/XX/XXXX - {$64.00} XXXX In XX/XX/XXXX XXXX Out XX/XX/XXXX - {$67.00} Fast forward to late XXXX... I log online to view my Destiny credit card statement to find that XXXXXXXX XXXX  had not returned my {$100.00} incidental deposit but instead charged my card twice in amounts unknown to me. One charge was for {$140.00} & the other for {$520.00}. I couldn't reach anyone on phone at the hotel so I ended up going down there and the lady at front desk wasn't even able to tell me what the charges were exactly for but was able to print everything out for me and gave me a number to call for accounting. I attempted a few times to call the number she gave me but was not able to ever get ahold of anyone in accounting at the hotel. I then contacted Destiny / Genesis customer service within the 60 days of charges being posted to my account and I ended up submitting a dispute in regards to these charges because I'm confused to what these charges are from and why I was charged these amounts instead of being reimbursed my {$100.00} deposit. After about 30 days I hadn't heard or received anything in regards to the dispute so I contacted Destiny and was told the charges were still being investigated. As More and more time had passed I still hadn't received anything on the outcome of my dispute so I contacted Destiny again. This time I was told by the rep that the investigation was completed and that they will mail me their findings. I asked if she could verbally let me know what the outcome was and what charges were for but she couldn't. So I confirmed my mailing address and have been looking for something ever since. But as of today ( has been well over 30 days now ), I have yet to receive anything in the mail ( I typically throw what may seem to be junk mail away without opening but have been opening every single piece of mail receive just in case ). Well, Now I'm past my 60 day dispute time and past the 15 days to appeal whatever discussion had been made based on their findings made and the charges are still reflecting in the balance I owe to destiny. I am now not sure if there is anything I can do to fight these two charges bc of the timing and even though I know I shouldn't of, I've stopped paying my monthly bill to destiny. PLEASE, I NEED TO KNOW WHAT OPTIONS I HAVE TO CONTINUE WITH TRYING TO GET THESE CHARGES RESOLVED ( AND KNOW EXACTLY WHAT THESE CHARGES COULD POSSIBLY EVEN BE FOR ). THANK YOU IN ADVANCE FOR YOUR TIME AND ASSISTANCE WITH THIS MATTER.","date_sent_to_company":"2022-03-22T00:43:32.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"70003","tags":null,"has_narrative":true,"complaint_id":"5349740","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CLGF Holdco 1, LLC","date_received":"2022-03-21T23:45:31.000Z","state":"LA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I then contacted Destiny / Genesis customer service within the 60 <em>days</em> of charges being posted to my account and I ended up submitting a dispute in regards to these charges <em>because</em> I'm confused to what these charges are from and why I was charged these amounts instead of being reimbursed my {$100.00} deposit. After about 30 <em>days</em> I <em>hadn</em>'t <em>heard</em> or received anything in regards to the dispute so I contacted Destiny and was told the charges were still being <em>investigated</em>."]},"sort":[15.058343,"5349740"]},{"_index":"complaint-public-v1","_id":"6523113","_score":14.764013,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I ordered a canner / pressure-cooker from \" XXXX XXXX '' at XXXXXXXX on XX/XX/XXXX for {$510.00} total because it had a nice website and looked legit. They said online checkout wasn't working in their \" chat help '' and said they would call me to take the order - would then send the invoice to my email and I would pay be XXXX  using credit card. I was told the sooner I paid, the order would clear for delivery within 24 hours and I would receive tracking details. I was in a hurry for XXXX so paid quickly by invoice with credit card branded by XXXX XXXX but issued by Elan Financial Services. By early XXXX I hadn't heard anything and was worried - \" XXXX XXXX '' wasn't answering the phone number I had originally made contact with them by ( XXXX ) and wouldn't provide shipping details. I looked into them on internet and saw reviews saying they are a scam. I called \" XXXX XXXX '' and left a voicemail to cancel the transaction. \nI saw they had billed my credit card so I called Elan Financial Services cardmember services on XX/XX/XXXX and informed them. They said charge would be reversed and they would \" investigate. '' They took down the information I provided them regarding the lack of shipping details and correspondence from XXXX XXXX. The initial charge on my credit card was reversed. However, on XX/XX/XXXX I saw XXXX had recharged me for the initial charge ( {$510.00} ) and there were 2 more identical charges each of {$510.00} - so now there was {$1500.00} worth of charges for this on my credit card. I called Elan Financial Services Cardmember Services - spoke with representative who again took all of the information down that I told him about the case and evidence of fraud. He said \" the case is closed because it has been 30 days, '' that they had finished their investigation and went ahead and re-charged me for the initial charge and the 2 additional charges. I protested and he said he would request the \" case be reopened '' so they could investigate further. The representative said Elan Financial Services had sent a paper form in the mail for me to fill out in the case. I informed him I had not received the form he said they sent. He advised me to get a new credit card number / card. The representative then attempted to contact the \" XXXX XXXX '' merchant at the number he had for them ( XXXX ) and they did not answer. He also agreed this seemed like a scam. I called that number as well and left a voicemail again to cancel the transaction. \nBy XX/XX/XXXX I saw the charges remained on my account. I called Elan Financial cardmember services. They informed me again that the case was \" closed '' but they would put in a request for the case to be \" re-opened. '' I requested a call-back by the \" case specialist '' who was supposed to be \" investigating. '' They said the case specialist would call me back within \" 24-48 hours. '' I called Elan back on XX/XX/XXXX after waiting over 48 hours without callback. They said there was no request for a callback or for the case to be reopened. I asked to speak with the case specialist 's supervisor- they said they would have the case specialist 's supervisor call me back within 2 business days. At the last minute, 2 business days later ( XX/XX/XXXX ) my phone got a call from an North Dakota area code ( XXXX ). I answered the phone and repeatedly said \" hello '' - no one answered but the line didn't hang up. I repeatedly said I couldn't hear anything and to call back. After about XXXX seconds the line hung up. No voicemail was left. After several minutes I called the number- it said \" this is a caller identification # for office that houses US Bank and Elan Financial Services. You can't reach a person at this # - refer to a voicemail for a valid callback #. '' However, they hadn't left a voicemail. I then called Elan Cardmember Services and told them what happened. They said the \" case processor '' had questions but said I didn't answer the phone. The cardmember representative then asked me the two questions which I answered ( 1. were charges supposed to be recurring, and 2. do you still want to cancel the transaction. ) I let her know they were not recurring and of course I want the transaction cancelled and had tried to do so repeatedly. I then asked for a transcript of our conversation- she said they couldn't give me a transcript or \" release that information to me. '' She also didn't have a reason for why the \" case processor '' hadn't left a voicemail to speak with me or call back again if they were having difficulty.\n\nNow, I have received mail from Elan Financial Services with a letter dated XX/XX/XXXX and post-marked XX/XX/XXXX that has enclosed forms they want me to fill out that are back-dated XX/XX/XXXX and XX/XX/XXXX instead of properly dated as to when they sent them to me. In the meantime, I sent a certified letter by USPS to Elan Financial Services dated XX/XX/XXXX and post-marked on XX/XX/XXXX and delivered XX/XX/XXXX that disputes the charges and provided the original order email received and invoice from Delight Furniture. \n\nThis is the worst kind of treatment by a credit card company towards those who are supposed to be their \" customers. '' Instead, at every turn, Elan Financial Services has gone out of their way to make this process difficult for the consumer. They have done very little to \" investigate '' the dispute. They have put a great burden on the consumer to communicate with them and will not provide transcripts or records to the consumer to help them in the process. Elan Financial Services appears to have a vested interest in not letting the consumer know what they are, ( or are not ) doing to \" investigate '' or to allow them access to information they need to move the process forward.","date_sent_to_company":"2023-02-05T15:36:47.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"456XX","tags":null,"has_narrative":true,"complaint_id":"6523113","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-02-05T14:11:16.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["He said \" the case is closed <em>because</em> it has been 30 <em>days</em>, '' that they had finished their <em>investigation</em> and went ahead and re-charged me for the initial charge and the 2 additional charges. I protested and he said he would request the \" case be reopened '' so they could <em>investigate</em> further. The representative said Elan Financial Services had sent a paper form in the mail for me to fill out in the case. I informed him I had not received the form he said they sent."]},"sort":[14.764013,"6523113"]},{"_index":"complaint-public-v1","_id":"10270300","_score":14.282267,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am a joint account holder with my XXXX mother and I have POA. We have a joint savings and checking account at USAA. On XX/XX/XXXXXXXX XXXX XXXX XXXX My mother was XXXX XXXX XXXX XXXX XXXX  who fraudulently removed $ XXXX from her XXXX account and then wired it to an account at XXXX XXXX. \n\nWhen my mom realized what had happened, she called USAA the very next day ( XXXX ) to report the incident. For many days after that, my mom had a lot of trouble getting any information out of USAA, until she finally told ME what happened on XX/XX/XXXX. Together, we managed to reach the fraud department on XX/XX/XXXX ( XXXX XXXX who claimed the investigation had been \" closed '' and that a decision would be made on XX/XX/XXXX regarding reimbursement. \n\nSo, we waited until XX/XX/XXXX and I finally called USAA again to get some kind of answer. I was passed around to 3 different people for an hour before I finally requested an escalation to the CEO advisory group. The ONLY reason I knew about this escalation process is because of a USAA Fraud Victims XXXX page. If I hadn't read about it, I wouldn't have known how to get help. \n\nI talked to a XXXX on this escalation team and she heard me out. She promised to finally assign my case to someone at USAA who can research my situation and \" get back to me in a few days. '' We'll see what happens. I hope to hear from them. \n\nMy BIGGEST issues here are : XXXX ) I am a joint account holder with someone who is XXXX XXXX XXXX. Why was I NEVER notified of the transaction? \n2 ) Why is it SO hard to get information on an ongoing investigation? ( It takes 1+ hours to get someone in the fraud department, and that's AFTER escalating from the first front line team ) 3 ) Victims of fraud are made to feel like WE did something wrong and are made to repeat the situation over and over again with each new rep who answers the phone. \n4 ) There was an initial transfer from checking to savings of {$680.00}, which was the impetus for my Mom 's call to the fraudulent company who sent her a \" receipt '' for {$680.00}. My mom did not authorize this transaction, nor did she \" authorize '' the wire transfer out of {$21000.00}.","date_sent_to_company":"2024-09-27T00:46:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80127","tags":null,"has_narrative":true,"complaint_id":"10270300","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2024-09-26T23:56:07.000Z","state":"CO","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":["The ONLY reason I knew about this escalation process is <em>because</em> of a USAA Fraud Victims XXXX page. If I <em>hadn</em>'t read about it, I wouldn't have known how to get help. \n\nI talked to a XXXX on this escalation team and she <em>heard</em> me out. She promised to finally assign my case to someone at USAA who can research my situation and \" get back to me in a few <em>days</em>. '' We'll see what happens. I hope to hear from them."]},"sort":[14.282267,"10270300"]},{"_index":"complaint-public-v1","_id":"6807973","_score":13.825925,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, my daughter received an alert via text message on her phone about suspicious activity on the Huntington Bank credit card, which was in both our names. This was a new card only issued out a week prior to the alert. She called the card company back on that day and told them that the online gambling purchases on the card were not ours. She told them to close the account because those were fraudulent charges, which the card company did that day and issued new cards. At that time the card had been maxed out.\n\nAbout 5 weeks after that, in the beginning of XXXX, my joint account with my wife and my individual account was frozen. When my wife realized that, she called the bank and they told her she needed to speak with someone at the bank. She did so to find out that a credit card in my name, was pass due. My wife called me to come to the bank. I went to the bank and told them that I had no outstanding credit card, not realizing they were speaking of the card that was supposedly being investigated for the fraud in XXXX. We were told by the bank we needed to file a police report, which we did that same day. We were told by the bank rep that we would be contacted by mail when there was a resolution or if they needed anymore information. I had periodically been speaking with the rep asking if she had heard anything, and she told us we needed to wait to hear from them. The fraud department never spoke to us directly since this all began. We were speaking through third parties either through the bank or customer service with very little information. About a few months passed when I finally asked the bank rep if she knew anything new because we hadn't heard anything, she told us it didn't look like it was going in our favor. When we asked why she said we should be hearing from the fraud department. At this point I was stunned and asked if there were copies of the credit card statement I could have, because I didn't even know what card was in question. When I got the statements, I realized this was the card that my daughter had already filed a fraud investigation on in XXXX, XXXX that they obviously never took care of at that time. We tried numerous times, through customer service, after that to have the fraud department contact us because the rep at the bank told us there was nothing more they could do on their end, but the fraud department never got back with us. Then in XXXX we received a recovery letter from the XXXX card company that we owed over {$15000.00}. We called and found out that the case was closed on XX/XX/XXXX, and yet we never received any communication at all letting us know. Fed up, I contacted the XXXX and within days we got a call from a customer advocate from the bank who got the investigation reopened because she saw our track record prior to the incident. After much back and fourth they concluded that because on XXXXXXXX XXXX XXXX there was a transaction for the same site on my bank account and so they concluded that the transactions on the credit card were mine. My last and final question to the customer advocate on XX/XX/XXXX was, on XX/XX/XXXX when my daughter told them that they were not our charges, did the fraud department do any investigation on the charges? She replied, she didn't believe so. I told the customer advocate, if they would have done their job and investigated those fraudulent transactions at the time, we wouldn't be going through this now, but almost a year later, when they can no longer retrieve the charges on the card, they are deeming it our responsibility. \nI would just like to add that I have been dealing with having my credit cards hacked into by these online gambling sites and for others to be weary of them. \nAlso, Huntington Bank is the worse bank in my experience when dealing with issues of fraud, because you are not able to speak with anyone in the fraud department directly. I have had this happen to many of my credit cards and have never had to pay for one of these online gambling transactions, they were all resolved.\n\nThis has ruined my credit score, which prior to this issue was over XXXX.","date_sent_to_company":"2023-04-08T02:17:52.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"48310","tags":null,"has_narrative":true,"complaint_id":"6807973","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2023-04-08T00:14:07.000Z","state":"MI","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I had periodically been speaking with the rep asking if she had <em>heard</em> anything, and she told us we needed to wait to hear from them. The fraud department never spoke to us directly since this all began. We were speaking through third parties either through the bank or customer service with very little information. About a few months passed when I finally asked the bank rep if she knew anything new <em>because</em> we <em>hadn</em>'t <em>heard</em> anything, she told us it didn't look like it was going in our favor."]},"sort":[13.825925,"6807973"]},{"_index":"complaint-public-v1","_id":"3077498","_score":13.474886,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had recently been charged for a hotel stay ( XX/XX/2018 ) I did cancel a day later ( XX/XX/2018 ) with XXXX. This dispute starts with a phone call to XXXX ( XX/XX/2018 ) asking about a refund and being given that refund by one of their customer support representatives. Before I hung up I asked the guy to validate the refund and he did. \n\nSeven days later ( XX/XX/2018 ) after I noticed the refund hadn't been credited to my Chase credit card account I called back XXXX and a different representative told me this time they couldn't refund the charge because the hotel had the money and they had to call the manager. Obviously, I started having my suspicions and filed a chargeback ( XX/XX/2018 ) with Chase so this could further get investigated. A couple of days later ( XX/XX/2018 ) a person from XXXX emailed me and said they couldn't give me a refund because of the hotel 's non-refundable policy that wasn't on the itinerary and was the reason the first representative said he'd process it for me. So I decided to wait until Friday ( XX/XX/2018 ) of that week and a representative from Chase named \" XXXX XXXX '' called me to update me on the status of the chargeback. \n\nShe told me that they couldn't refund the money because of their policy. I asked her who had the money, and she said that XXXX had the money and the hotel did not. She told me that I, XXXX, and she could do a conference call, but I couldn't because I was at work and instead opted to give me her extension. This was followed by me calling her multiple times over the work week and never being able to reach her. I received a letter in the mail ( XX/XX/2018 ) telling me my case had been \" resolved ''. \n\nI reopened the chargeback ( XX/XX/2018 ) again with Chase through their online messaging system, received a confirmation email, and a call a couple of weeks later ( XX/XX/2018 ). I spoke with an employee that sounded rather new and had trouble getting the exact details I needed to reopen the chargeback. She assured me I would hear back from them and to go through their online messaging center ( I already did ). Unsurprisingly I never heard back from them and received another letter ( XX/XX/2018 ) that my dispute had been resolved. The letters were duplicates from the first person I had on my case, so two letters of the same writing from XXXX for cases one and two. \n\nOn my 3rd try this time I got to speak with a representative ( Late XXXX or Early XXXX ) and told me to submit documentation through their online messaging center and a representative would call me about my case for sure this time. I submitted everything through the appropriate channels and never heard back from them. I received an email at XXXX ( XX/XX/2018 ) about my case once again being resolved without even talking to me. \n\nToday ( XX/XX/2018 ) I called a representative and escalated to a manager, her name was XXXX. They told me they had gone online and looked at XXXX 's policies for the hotel that I had booked. They looked at none of my documentation and didn't bother calling XXXX even after the first try. The manager basically said \" Boo-hoo to bad '' and actually hung up on me. \n\nChase customer service is basically a bunch of kids getting paid to look XXXX up online and never bother doing a real investigation. Why ask me for documentation if you aren't even going to look at it? Why say you're going to call me when you won't? \n\nDO NOT EVER USE CHASE OR XXXX! EVER!","date_sent_to_company":"2018-11-18T20:17:54.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"55125","tags":null,"has_narrative":true,"complaint_id":"3077498","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-11-18T19:27:21.000Z","state":"MN","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Seven <em>days</em> later ( XX/XX/2018 ) after I noticed the refund <em>hadn</em>'t been credited to my Chase credit card account I called back XXXX and a different representative told me this time they couldn't refund the charge <em>because</em> the hotel had the money and they had to call the manager. Obviously, I started having my suspicions and filed a chargeback ( XX/XX/2018 ) with Chase so this could further get <em>investigated</em>."]},"sort":[13.474886,"3077498"]},{"_index":"complaint-public-v1","_id":"10259078","_score":13.383848,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I discovered there were XXXX charges on my debit card with BECU that I didn't make for XXXX  reservations. The money had been debited from my account on XX/XX/XXXX and the bank moved funds from my savings account to my checking to cover the charges with overdraft protection. The XXXX separate charges were for the following amounts, {$570.00}, {$960.00}, and {$870.00} totaling {$2400.00}. \nI immediately contacted BECU over the phone to dispute the charges. They credited my account for all of the charges at that time with a \" Provisional credit ''. I then contacted XXXX by phone and alerted them of the unauthorized use of my debit card by someone and gave them the XXXX confirmation numbers that were on my statement so they could investigate it. While I was on the call with them they looked up my XXXX  account which I last used in XXXX for a family trip to XXXX. They informed me that there were no reservations made on my account with them and they would look into the matter with the information I had provided them. The debit card that I used for my family trip was linked to my XXXX  account and saved in their system. At this time, I didn't know if my card got hacked on their site or another way because this wasn't the first time I had a debit card compromised. After the phone call I logged into my XXXX  account and deleted the card info. That same afternoon I stopped at BECU to get a new debit card made. They assured me that this type of thing happens all the time and apologized for the inconvenience and I left happy that the money was credited back to my account that day and I had a new card. \nI hadn't heard back from XXXX  for over a week so I logged back into my account to send them a message and I discovered that they had \" deactivated '' my account. They sent me a message stating that it was deactivated because it was involved in payments that didn't meet their \" community standards ''. Since I rarely use their company and had been reimbursed the money by BECU I just ignored it and didn't contact them at this time. \nOn XX/XX/XXXX, I received a text alert on my phone that my BECU account was overdrawn with a balance of ( XXXX ). I logged into my account as soon as I could and saw a debit titled \" Provisional Credit Reversal '' for the total amount of the XXXX charges of {$2400.00}. They had taken my money back out of my account with no explanation. I contacted BECU over the phone and was told that a letter was mailed explaining that they investigated the disputed charges that were made to XXXX  and they determined that \" either you or an authorized signer performed the transactions ''. \nI explained once again that I did not make those charges and there isn't anyone else on my account that has access to it. I am a XXXX  mom with a XXXX XXXX son still living at home. He doesn't even do his own banking yet and has no access to his account or mine. That afternoon I stopped at the local BECU branch in XXXX XXXX on my way home to discuss reopening the dispute because this was not accurate! I was told that there was nothing else that could be done and it was their \" final resolution of my dispute ''. I left that branch in tears and so upset by how I was being treated. I went home and called BECU again and was told the same thing by a rep on the phone. She stated that I could only reopen a dispute within 30 days of the original date. I told her that was impossible since they didn't get back to me for 90 days with their resolution. I was also told by this phone rep that I claimed it was \" fraud '' and did not \" dispute '' the charges so therefore it was incorrectly submitted and there was nothing they could do to reopen it. I was so shocked that the BECU rep was blaming me for how the claim was inputted and processed by their employees. All of this is false and the letter I got from BECU dated XX/XX/XXXX states \" We have completed our investigation of the dispute received from you on XX/XX/XXXX for the following transactions ''!! They told me that I needed to work with the merchant ( XXXX  ) to get my money refunded. \nThe customer service at BECU was the worst thing I have ever experienced. I have had nothing but problems with our BECU accounts being compromised. XXXX days after this dispute began in XXXX, my son 's debit card was hacked and several charges made that we had to dispute and close his card and get a new one. He was credited back all the money at that time and thankfully they haven't taken it away from him. The security is not very good at BECU as this has happened multiple times to my family. \nI have been in contact with XXXX since XXXX XXXX, XXXX when BECU took my money and said they were not returning it. I have spoken to them multiple times and provided all the information they have asked for to investigate the unauthorized use of my card. After several days they emailed me on XXXX XXXX, XXXX and said \" they are unable to take action on the reported transactions and I will need to contact my bank to dispute the charge. '' They also state that \" they are unable to release any information regarding the reservations or the user accounts involved without a formal request from a government agency or law enforcement ''. \" Should a government agency or law enforcement contact us regarding this issue, XXXX  will fully cooperate with such officials ''. \nPLEASE HELP ME GET MY MONEY BACK!!!","date_sent_to_company":"2024-09-26T16:21:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"10259078","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BOEING EMPLOYEES' CREDIT UNION","date_received":"2024-09-26T15:27:41.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I <em>hadn</em>'t <em>heard</em> back from XXXX  for over a week so I logged back into my account to send them a message and I discovered that they had \" deactivated '' my account. They sent me a message stating that it was deactivated <em>because</em> it was involved in payments that didn't meet their \" community standards ''. Since I rarely use their company and had been reimbursed the money by BECU I just ignored it and didn't contact them at this time."]},"sort":[13.383848,"10259078"]},{"_index":"complaint-public-v1","_id":"9408458","_score":13.209761,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I called SoFi and reported XXXX unauthorized charges, XXXX for {$9.00} and {$150.00}. I received a follow-up email from SoFi saying they received my claim and to inform me that they have begun their investigation and within 10 business days from the date of my claim, they would provisionally credit my account and that I would have access to the funds until the investigation is complete. And the results of the investigation would be submitted to me in writing within XXXX business days after the completion of the investigation. Meanwhile I had received a text from SoFi asking me if I had charged my XXXX payment and I told them yes, it was from me. And if they checked my record this was a consistent payment, every month, my vehicle insurance payment. So on XX/XX/XXXX I called SoFi and spoke with a XXXX and told him that I hadn't received my new card yet and when I would be getting my monies credited. He told me that I should be receiving my card today and a credit today too and to call back in 3 days for an answer. I did receive the card that day, however no credit. I called back on XX/XX/XXXX and when I inquired about the credit I was told I had been denied and that I could file an appeal on their decision. So, I was surprised and felt somewhat upset at their decision, especially since I hadn't charged those amounts. I went ahead and filed the appeal. I also followed up with an email to SoFi Support regarding my appeal on dispute # XXXX. I expressed my thoughts regarding their decision. I also requested their documents on the investigation, wanting to see what information they had that determined my denial. I have attached all pertinent documentation, my emails, their emails, etc. \nI had received an email from SoFi on XX/XX/XXXX as per my request for the documentation, however nothing was attached, so I replied to the email telling them there was nothing attached. I received another email with the attachment. Basically, it was documented when I called regarding the XXXX unauthorized charges. I answered their questions. You will see the attached documentation on this. It also had THE TOOLS XXXX, XXXX, TX. for {$150.00} and XXXX XXXX XXXX, XXXX, TX. for {$9.00} settled on XX/XX/XXXX UNAUTHORIZED. XXXX XX/XX/XXXX Per our investigation, AVS Y. Funds loaded : Funds were loaded onto card by direct deposit, prior to the disputed transaction. Even though the card has been replaced 5 times, XXXX continues to dispute UTs. No error found. XXXX XXXX. I'm curious as to what kind of an error would they be looking for? It was also a pin less entry. Meaning to me that it made it all the easier for someone to charge my card number without my pin #. I proceeded to send them XXXX emails with my rebuttal, and found out days later that the email they had sent me was a \" No Reply Email '', in other words it never got to them. When I discovered this, I forwarded the emails I had sent earlier along with another email where I was questioning their investigation on the original email they sent me. I had even tried to find a phone number on these XXXX companies and was unsuccessful. That was a clue right there. I never heard back from them and apparently, I have found myself always calling them to get information on my matter. It seems like they don't care or have classified me as XXXX of those crazy people who reports unauthorized charges on my account, jumping to conclusions, stereotyping me about my character. The way they had stated that they had issued XXXX cards to me, well I would say does the first card count as me calling in an unauthorized charge, No! It was the first card I should have received as everyone else does. I also gave them further information upon thinking further about my situation thinking there might be a connection. The reason I had called them to begin with was because I had charged {$1.00} for just shipping for some cat food at a really great deal, but I didn't see the charge on my statement and that's when I saw the XXXX charges and had reported that. I've never heard back from them on this information. I thought that piece of information might have been a connection, but apparently, they never got back to me with this. I had even sent them the receipt on the {$1.00} shipping fee. I also pointed out that I live in an apartment community where we have landscapers and maintenance and that these XXXX companies that sell gardening, lawn equipment wouldn't be something I would charge and surely not all the way in Texas when I have stores locally that I could go to. It didn't make any sense to me why they couldn't think that someone stole my money, hacked into my computer, got my information from maybe the so-called charge of {$1.00} to a XXXX. and had even sent them confirmation of the receipt showing the charge, but it wasn't recorded on my statement. After they sent me their investigation documents, they pretty much closed the ticket out on me and did no further investigation. I live on a XXXX check, so every XXXX counts to me. This created a financial hardship for me, their denial of my claim. This put me back on some bills. I don't have much and when over {$150.00} disappears, that's something tome. I guess XXXX doesn't care to much for their customers and somehow have pegged me wrong. I never charged those XXXX amounts and that's the XXXX 's honest truth, but I guess SoFi doesn't care. This needs further investigation and I need to get my money back. Someone got away with fraudulent activity at my expense. I am a senior who is XXXX and can't afford to have this happen to me, especially when I didn't do it!","date_sent_to_company":"2024-07-02T09:57:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92801","tags":"Older American","has_narrative":true,"complaint_id":"9408458","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2024-07-02T08:58:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I received a follow-up email from SoFi saying they received my claim and to inform me that they have begun their <em>investigation</em> and within 10 business <em>days</em> from the date of my claim, they would provisionally credit my account and that I would have access to the funds until the <em>investigation</em> is complete. And the results of the <em>investigation</em> would be submitted to me in writing within XXXX business <em>days</em> after the completion of the <em>investigation</em>."]},"sort":[13.209761,"9408458"]},{"_index":"complaint-public-v1","_id":"3342762","_score":13.137347,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I first disputed the bankruptcy online with all three credit reporting agencies XXXX, XXXX and Equifax with no result. Back in XX/XX/2019 I sent out a letter disputing a bankruptcy that showed up on my credit report. I sent a consumer statement as well as court documents stating no information was shared with the credit reporting agency. \nIn mid XX/XX/XXXX, I received a letters from Equifax, XXXX and XXXX stating they had verified this bankruptcy information with a third party XXXX in XX/XX/XXXX. Equifax stated XX/XX/2019. I contact XXXX by phone and requested an inquiry report to see if in fact verified that information. I received the XXXX report 2 weeks later. There was no inquiry from Equifax on that day. On XX/XX/XXXX i sent, by certified mail, a letter in equifax and experian requesting the deletion of the bankruptcy because the verification was not completed. I included all information sent previously, which included the initial dispute letter, copies of my ID and SSN, the pack of all inquiries made to XXXX XXXX in XX/XX/2019and another request for removal with the 15 day FCRA information regarding re-investigations. Equifax sent a letter stating the ID information was too dark and could not be used, however this was 45 days later. On XX/XX/XXXX, i sent out a new letter with new ids and energy bills to XXXX and Equifax, which equifax received on XX/XX/XXXX. Since i hadn't heard from them nor seen the deletion i decided to call. \n\nI had yet to hear from XXXX. I sent them a failure to respond letter demanding deletion. I also called, the rep stated they didn't receive my certified letter which i showed they did using the usps track number. I then received a non descriptive explanation of how they verify information in general but not specifically to my affair. So I sent a final letter on XX/XX/2019 certified. \n\nOn XX/XX/2019, i called and Spoke with reign at equifax, she stated that she could not tell me when they received my letter but to wait 30 days. I told her the Letter was received XX/XX/XXXX per the tracking number. I asked her why equifax Still has not removed bankruptcy since they were now In violation of fair credit reporting act Description of re investigation procedure. A consumer reporting agency shall provide to a consumer a description referred to in paragraph ( 6 ) ( B ) ( iii ) by not later than 15 days after receiving a request from the consumer for that description. She stated that because there was no consumer statement from the online request that equifax could not delete this information. I asked for a supervisor. Supervisor = XXXX. He refused to honor my request because of the IDs. I asked why they couldn't use the IDs I had previously sent and he had no answer. \nReasons why they havent removed bk No consumer statement Ids too dark even though previous IDs were just fine Stated he could not remove bk without court documents Stated courts needed to verify bk They did go over time but was still unable to remove bankruptcy I asked what type of documents from the court were needed he did not answer Before hanging up on me I asked him can they prove this bankruptcy was mine and listed on my report accurately and he stated only i can tell him if it was correct. never did he once state that the information was proven to be accurate.","date_sent_to_company":"2019-08-15T22:14:21.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"452XX","tags":null,"has_narrative":true,"complaint_id":"3342762","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-08-15T21:18:25.000Z","state":"OH","company_public_response":null,"sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I contact XXXX by <em>phone</em> and requested an inquiry report to see if in fact verified that information. I received the XXXX report 2 weeks later. There was no inquiry from Equifax on that day. On XX/XX/XXXX i sent, by certified mail, a letter in equifax and experian requesting the deletion of the bankruptcy <em>because</em> the verification was not completed."],"issue":["Problem with a credit reporting company's <em>investigation</em> into an existing problem"],"sub_issue":["<em>Investigation</em> took more than 30 <em>days</em>"]},"sort":[13.137347,"3342762"]},{"_index":"complaint-public-v1","_id":"3342766","_score":13.124947,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I first disputed the bankruptcy online with all three credit reporting agencies XXXX, Transunion and XXXX with no result. Back in XX/XX/XXXXof 2019 I sent out a letter disputing a bankruptcy that showed up on my credit report. I sent a consumer statement as well as court documents stating no information was shared with the credit reporting agency. \nIn mid XX/XX/XXXX, I received a letters from XXXX, XXXX and Transunion stating they had verified this bankruptcy information with a third party XXXX in XX/XX/XXXX. XXXX  stated XX/XX/2019. I contact XXXX by phone and requested an inquiry report to see if in fact verified that information. I received the XXXX report 2 weeks later. There was no inquiry from XXXX on that day. On XX/XX/XXXX i sent, by certified mail, a letter in XXXX and XXXX requesting the deletion of the bankruptcy because the verification was not completed. I included all information sent previously, which included the initial dispute letter, copies of my ID and SSN, the pack of all inquiries made to XXXX XXXX in 2019 and another request for removal with the 15 day FCRA information regarding re-investigations. XXXX  sent a letter stating the ID information was too dark and could not be used, however this was 45 days later. On XX/XX/XXXX, i sent out a new letter with new ids and energy bills to XXXX  and XXXX, which XXXX   received on XX/XX/XXXX. Since i hadn't heard from them nor seen the deletion i decided to call. \n\nI had yet to hear from transunion. I sent them a failure to respond letter demanding deletion. I also called, the rep stated they didn't receive my certified letter which i showed they did using the usps track number. I then received a non descriptive explanation of how they verify information in general but not specifically to my affair. So I sent a final letter on XX/XX/2019 certified. \n\nOn XX/XX/2019, i called and Spoke with XXXX  at XXXX, she stated that she could not tell me when they received my letter but to wait 30 days. I told her the Letter was received XX/XX/XXXX per the tracking number. I asked her why XXXX  Still has not removed bankruptcy since they were now In violation of fair credit reporting act Description of re investigation procedure. A consumer reporting agency shall provide to a consumer a description referred to in paragraph ( 6 ) ( B ) ( iii ) by  not later than 15 days after receiving a request from the consumer for that description. She stated that because there was no consumer statement from the online request that XXXX could not delete this information. I asked for a supervisor. Supervisor = XXXX. He refused to honor my request because of the IDs. I asked why they couldn't use the IDs I had previously sent and he had no answer. \nReasons why they havent removed bk No consumer statement Ids too dark even though previous IDs were just fine Stated he could not  remove bk without court documents Stated courts needed to verify bk They did go over time but was still unable to remove bankruptcy I asked what type of documents from the court were needed he did not answer Before hanging up on me I asked him can they prove this bankruptcy was mine and listed on my report accurately and he stated only i can tell him if it was correct. never did he once state that the information was proven to be accurate.","date_sent_to_company":"2019-08-15T22:14:32.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"452XX","tags":null,"has_narrative":true,"complaint_id":"3342766","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-08-15T22:14:28.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I contact XXXX by <em>phone</em> and requested an inquiry report to see if in fact verified that information. I received the XXXX report 2 weeks later. There was no inquiry from XXXX on that day. On XX/XX/XXXX i sent, by certified mail, a letter in XXXX and XXXX requesting the deletion of the bankruptcy <em>because</em> the verification was not completed."],"issue":["Problem with a credit reporting company's <em>investigation</em> into an existing problem"],"sub_issue":["<em>Investigation</em> took more than 30 <em>days</em>"]},"sort":[13.124947,"3342766"]},{"_index":"complaint-public-v1","_id":"5541511","_score":12.920449,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had my saving account compromised over XXXX XXXX. Someone had fraudulently transferred money from my savings account between XX/XX/XXXX through XX/XX/XXXX until I caught it and called Wells Fargo Fraud on XX/XX/XXXX. It was a series of approximately 25 different XXXX transfers ranging in funds from {$890.00} to {$8.00}, with the most common amount being {$99.00} across XXXX different people ( XXXX XXXX on XX/XX/XXXX, XXXX XXXX on XX/XX/XXXX and XXXX XXXX on XX/XX/XXXX ). I had never heard of XXXX, nor even to this day know how to use it to transfer money. I did not receive any fraudulent text communications or links of any kind or emails or clicked on anything to give people access to my account. In total it was almost {$3000.00} taken from my savings account. \n\nI also don't have my savings account connected to any debit cards, or checks or anything and only have used it in the last 25 years to transfer money from my checking to savings, and savings to checking. I called to submit a fraudulent claim on XX/XX/XXXX after noticing my saving account was lower than I expected while trying to do some online bill pay with my checking account. The operator told me they can see someone has been on my account and they can see it and he couldn't promise anything but said it looked pretty cut and dry and he felt confident I would get my money back. He told me the process of it taking 10 days for their fraud team to do an investigation. He also then helped me to create a new username, password and integrate 2 type verification so that if someone committed online fraud, they wouldn't be able to get the code sent to my phone. He also 'deactivated \" XXXX on my account because I don't even know it was part of my account ( never opted into it ) what it is or how to use it. \n\nI hadn't heard anything and therefore, called WF XXXX  ( XXXX ) for an update because the two weeks had passed. I was told that I would get a letter in the mail in the next 3-5 business days but ultimately my claim was denied because it didn't look like fraudulent activity had occurred. I requested to receive details of the investigation because it is a pretty cut and dry case in my mind. I will get that in the next 30 days. I have also contacted my lawyer. I didn't make XXXX XXXX transfers, I have no idea who the people are that the money was going to and asked if they can tell me about the people receiving the money and where they are located and they said they could not. I did not authorize any of this activity ( again I don't know how XXXX works, or how to use it ). \nI hung up because I was furious. I called back to talk to a higher level and spoke to XXXX who was a Manager and discussed with him for an hour about how this is so obvious and how I want details of their investigation because I didn't even know XXXX was on my account. I wanted to know how long it has been available on my account and XXXX said it's been around for a decade. So I have never used it in 10 years, nor used my savings account for anything but transferring money back and forth between my checking and savings but over a holiday weekend I would start transferring money to people I don't know for increments of {$99.00} at least 5-10 times in the same day and that makes sense? His response was that people sometimes have emergency and tried to sympathize that he understood my frustration. I told him I would be closing my accounts as soon as I can after 25 years in business and that I have consulted with my lawyer and will be back in touch and hung up. \nI haven't closed my account yet because we don't have a location where I live and I can't get to a location until this Friday. I also want to pause closing my account in case there's documentation in there needed by your organization to help get this resolved. I did NOT authorize these transactions and if anyone looked at my history ( which I downloaded as far back as I could ) they would know that the only activity happening in my savings account is transferring back and forth between checking and savings. \nThe first gentlemen from WF that I spoke to when making the claim said that the behavior looked like someone was testing the water to see how much they could get out of my savings account because they didn't know how much was in there..and that makes total sense to me based on the number of transactions and consistent {$99.00} and a couple of different random amounts ( {$8.00} on the last transfer and {$890.00} on the 2nd transfer ). Also, if they logged into my online account they could have wiped my checking account dry and my children 's savings accounts dry because all are accessible to me once I log on..so why didn't they touch those? \nUltimately, all I want back is my money back that I did not authorize through a transfer. Once I get it back I will be closing my accounts with WF after 25 years or more as a customer. The fact that they treat tenured customers so poorly is mind blowing.","date_sent_to_company":"2022-05-04T22:32:03.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"693XX","tags":null,"has_narrative":true,"complaint_id":"5541511","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-05-04T21:42:36.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I <em>hadn</em>'t <em>heard</em> anything and therefore, called WF XXXX  ( XXXX ) for an update <em>because</em> the two weeks had passed. I was told that I would get a letter in the mail in the next 3-5 business <em>days</em> but ultimately my claim was denied <em>because</em> it didn't look like fraudulent activity had occurred. I requested to receive details of the <em>investigation</em> <em>because</em> it is a pretty cut and dry case in my mind. I will get that in the next 30 <em>days</em>. I have also contacted my lawyer."]},"sort":[12.920449,"5541511"]},{"_index":"complaint-public-v1","_id":"5512896","_score":12.733231,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX my dad received an email notification from my bank account saying that my available balance had reached or dropped below XXXX. According to that message, my balance had gone from {$1000.00} to - {$2100.00}. That sent us all into a panic because I'm still in school, so my income is close to non-existent. I have taken out loans and my parents support me as well, so seeing that number was shocking. \n\n\nI immediately got on the phone with Wells Fargo to try and figure out what exactly happened. After being transferred around to different departments and being on hold for a very, very long time, I finally got someone to speak with me about what was going on. We went through all my recent transactions, and we noticed several that were not made by me. I am listing the fraudulent transactions below : ( 1 ) On XX/XX/XXXX, a check was deposited into my account through online banking for {$3000.00}. I did not make that deposit, and I do not know where it came from. \n\n\n( 2 ) On XX/XX/XXXX, XXXX separate XXXX transfers were authorized for the amounts of {$500.00}, {$1000.00}, and {$1000.00}, respectively. I did not authorize these transfers, and I do not know how they happened. \n\n\n( 3 ) Also on XX/XX/XXXX, XXXX separate XXXX transfers were for the amounts of {$5.00}, {$5.00}, and {$10.00}, respectively. I did not authorize these transfers, and I do not know how they happened. \n\n\nThe banker I was speaking with confirmed that the reason my bank account fell into the negatives was because of the fraudulent transfers that took place. Someone had stolen {$2500.00} out of my bank account through XXXX and XXXX, and once the fraudulent check was identified, Wells Fargo also removed those funds from my account, hence the massive overdraft. \n\n\nI informed the banker that I have not been monitoring my bank account because I've been extremely busy with school, and I thought I could trust my bank to keep my account secure, so I didn't notice these transactions until Wells Fargo reached out with the overdraft notice. As such, I filed fraud claims immediately to recoup my losses because I am a full-time student with bills to pay. \n\n\nThe banker I was speaking with filed XXXX separate claims : the first was for the fraudulent check + unauthorized XXXX transfers, and the second was for the unauthorized XXXX transfers. I was told I would have a resolution within 10 business days. \n\n\nOn XX/XX/XXXX, my Wells Fargo account was credited {$16.00}, as a resolution to the unauthorized XXXX transfers, but that was not the full amount. The unauthorized XXXX transfers totaled {$21.00}, so I am still missing {$5.00} from that issue. \n\n\nAt that point, I chose to give Wells Fargo the benefit of the doubt and assumed the remaining {$5.00}, plus the XXXX transfers would be given back shortly. I still hadn't heard or seen anything from them regarding the unauthorized XXXX transfers. I waited patiently and gave them more than 10 business days without seeing any other changes to my bank balance. \n\n\nFinally, on XX/XX/XXXX, I call Wells Fargo again to check on the status of my claims. At this point, my account has been overdrawn for over two weeks and I was feeling extremely vulnerable when I reached out to them. As Ive said, I am not a rich person, and I rely on student loans and whatever support my parents are able to provide, so I was more than a little concerned that I hadnt heard anything yet. \n\n\nThe first banker I spoke with was unhelpful. She informed me that the claim had been denied and closed. I asked her for more information, and she said she couldnt share anything else but would transfer me to someone else that could help. I waited on hold. Eventually, another lady picked up and informed me that the claim was denied because Wells Fargos investigation apparently concluded that either I made the transfers, or I authorized someone to do it on my behalf. I was in shock because I would never send more money than I physically have to someone, and I did not even recognize who the recipient was. I tried to ask more questions about their investigation, and she informed me that they check for fraud indicators and my claim did not show any. I asked her what those indicators are, and she said that that is confidential information, and she is not allowed to disclose that. I told her that I have the right to request the documents that were used to deny my claim, and she said that I can submit a request, and someone would reach out to me within 10 business days. \n\n\nI did not want to wait another 10 business days for the mere potential of a resolution, so I continued asking her if I have any options such as an internal appeal process for their customers or something of the sort. She continued saying no, but that Im welcome to file a request or fax new evidence to them if I find any. This was incredibly frustrating, so I asked to escalate this call because I wanted to speak to someone that could either give me real answers or a real solution. \n\n\nAfter being on hold for a while, I was finally on the phone with someone that had the authority to share more information ( about my own account ) with me. At this point, I was informed that the electronic path of the XXXX transfers showed that either I had made the transfers myself, or Id authorized someone else to do it from my account. Neither of those statements are true. \n\n\nThe man I was speaking with recommended that I take my phone to the store to have it checked for any signs of tampering, and if they find something, then I can email Wells Fargo just to request they reopen my claim, theres no guarantee. At that point, I was feeling scared because of how vulnerable my bank account apparently is, and I was feeling frustrated and hurt because my own bank couldnt keep my account secure, and on top of that, they didnt even care. \n\n\nIm at a loss now. As Ive already mentioned, I am not a rich person and I do not come from a family that has money to burn. The callousness and overall disregard Wells Fargo has shown me during this entire process has made me feel more horrible, scared, lonely, and vulnerable then I think Ive ever felt before. My bank account was hacked and all of my money + more that I dont have was stolen, and apparently once Wells Fargo makes a decision, its final, with absolutely no regard for their customers who have to actually face the consequences of that decision.","date_sent_to_company":"2022-04-29T00:09:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"232XX","tags":null,"has_narrative":true,"complaint_id":"5512896","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-04-28T22:37:16.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I still <em>hadn</em>'t <em>heard</em> or seen anything from them regarding the unauthorized XXXX transfers. I waited patiently and gave them more than 10 business <em>days</em> without seeing any other changes to my bank balance. \n\n\nFinally, on XX/XX/XXXX, I call Wells Fargo again to check on the status of my claims. At this point, my account has been overdrawn for over two weeks and I was feeling extremely vulnerable when I reached out to them."]},"sort":[12.733231,"5512896"]},{"_index":"complaint-public-v1","_id":"14245148","_score":12.357888,"_source":{"product":"Credit card","complaint_what_happened":"In XX/XX/XXXX I was alerted to the fact that my name and social security number were fraudulently used to open, or attempt to open, several revolving accounts with various financial institutions. I immediately put a freeze on my credit with the XXXX major credit bureaus and filed a report with the FTC regarding the fraudulent accounts I was aware of. \n\nSeveral months later, sometime in XXXX XXXX, I was made aware of an additional revolving account, from Navy Federal Credit Union , that hadn't populated on my credit report during my initial investigation. \n\nI have never, nor have my family members, ever been a customer of Navy Federal Credit Union. I have never, nor have my family members, ever been a part of the military. \n\nI immediately called the business and reported the fraud and was told an investigation would be opened at which time I would be contacted by a member of the investigative team for either further information or to let me know of a resolution. \n\nAfter a few months of no contact I called the customer service line back for an update. I was told the investigation was ongoing. Additional phone calls were made by me to the business for updates as XXXX moved along and were ALWAYS accompanied by \" the investigation is ongoing '' response. During this time I never received any communication, via phone call, e-mail, snail mail, etc. from the business. \n\nTowards the end of XXXX I began receiving collection calls regarding the account. This was concerning because I understood this to mean that the company had written off the account and sold it to a debt collector which made me think either there was no real investigation taking place or a determination had been made in the investigation and not communicated to me. \n\nIn XXXX of XXXX I called the business determined for an update or to speak directly with a member of the investigative team handling my case. I was told again that the investigation was ongoing and that the members of the investigative team aren't able to speak directly with consumers. I should just keep calling back for updates. \n\nIn XXXX of XXXX another call was placed to the business. I was placed on a long hold and then told by the customer service representative that they had spoken to a member of the investigative team and to relay that the investigation was ongoing. I insisted on speaking to a supervisor. I spoke to supervisor \" XXXX '' who claimed on the call that he could find no notation on my account of any ongoing investigation and/or resolution. He advised I fill out a XXXX appeal form to facilitate a proper response by the investigative team and provided an e-mail address to send it. I promptly filled out the form suggested and e-mailed it to XXXX as prompted. \n\nAgain I heard nothing from the business. No phone call, no e-mail response, no snail mail. \n\nXXXX of XXXX I called the business for an update. I was told that my account was frozen and since there were no security specialists working on the weekends the customer service team could provide me no update. I was encouraged to call during business hours on a weekday. \n\nXXXX of XXXX I enlisted the services of XXXX XXXX XXXX to assist me with attempting to resolve this case directly with Navy Federal Credit Union. Together, we called the business on XX/XX/XXXX. After a brief conversation with the customer service representative I was transferred to supervisor \" XXXX. '' XXXX informed us that supervisor \" XXXX '' may have suggested the wrong form for me to fill out back in XX/XX/XXXX and pointed me to a new form \" Declaration of Forgery/Fraud. '' He suggested I fill this out and e-mail back to the Security Appals address and told me he would \" escalate my inquiry '' directly to a security XXXX. I filled the form out and e-mailed it back immediately. I was told I would be hearing back in the next XXXX business days. \n\nNo communication was received from the business so I called back on XX/XX/XXXX and spoke to a customer service representative. I was told that it may take up to 90 days to finalize my case at which point will receive a letter in the mail inclusive of the resolution. \n\nXX/XX/XXXX I received a letter in the mail from Navy Federal Credit Union, that was dated XX/XX/XXXX, which stated that a second fraud review ( I never received any communication about an initial fraud review resolution ) has found no error on their part and I am wholly responsible for the fraudulent transactions. The letter included the wrong name, assumably the incorrect version of my name used to open the account, in the header. \n\nXX/XX/XXXX I called the business in an effort to speak directly to someone who could explain the decision of denial to my fraud claim. I was transferred to supervisor \" XXXX. '' XXXX could not provide any further information regarding the denial. I asked if he could provide insight into any further documentation I could provide that would help the business reconsider this outcome. He was not forthcoming with any specifics on that front. I asked to obtain a copy of the original application used to open the account. XXXX said I would need to mail a handwritten letter to a provided address to obtain that. He stated that he could not guarantee I would receive any response. \n\nAnd here I am submitting this as somewhat of a last resort to attempt to resolve this with Navy Federal Credit Union directly.","date_sent_to_company":"2025-06-23T18:18:56.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"913XX","tags":null,"has_narrative":true,"complaint_id":"14245148","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-06-23T16:36:29.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I spoke to supervisor \" XXXX '' who claimed on the call that he could find no notation on my account of any ongoing <em>investigation</em> and/or resolution. He advised I fill out a XXXX appeal form to facilitate a proper response by the <em>investigative</em> team and provided an e-mail address to send it. I promptly filled out the form suggested and e-mailed it to XXXX as prompted. \n\nAgain I <em>heard</em> nothing from the business. No <em>phone</em> call, no e-mail response, no snail mail."]},"sort":[12.357888,"14245148"]},{"_index":"complaint-public-v1","_id":"10281051","_score":11.919798,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2024, I pulled a credit report and found 2 fraudulent accounts under my name through Chase Bank. I called Chase Bank immediately and talked with someone and told them the situation. I was told it would take up to 60 days for a response from Chase Bank. The employee told me that they would send a form to fill out that I would send back to Chase Bank. I also filed a police report immediately ( attachment included ). \n\nOn XX/XX/2024, I hadn't heard anything or received anything from Chase Bank. I called the fraud department again. It was a very difficult, long process because I had no information on the accounts. I spoke to a fraud department employee about Chase Bank not contacting me, and they said again that they would send me a form to fill out that I would send back to Chase Bank. I never received that form. I also found out the accounts were still active and not closed. All of the contact information was still that of the person who committed the credit card fraud. It was never changed from the XX/XX/2024 phone call. I requested the account closures on XX/XX/2024 so the cards in question could not be used and any mail would come directly to me. That did not happen. On XX/XX/2024, the phone call was successful in closing the accounts officially and they mailed confirmations to me ( attachments included ). The fraud department stated they would reach out after their investigation. \n\nI found out later that the address on file still had never been changed officially until I went into an in-person location on XX/XX/2024. They claim they responded to me in writing on XX/XX/2024, but I have no record of that. \n\nOn XX/XX/2024, I went into a local Chase Bank to talk to Chase Bank Officer XXXX XXXX in person and to assist with calling the fraud department. I had not received any information or follow-up from the fraud department. The fraud department stated to XXXX XXXX that all I needed to do was send a police report in and it would be taken off. I emailed a copy of the report to the fraud department ( email attached ). \n\nOn XX/XX/2024, I received a call from Chase Bank 's fraud department asking for more information. I sent the information requested ( email attached ). \n\nOn XX/XX/2024, I went back into the local Chase Bank and XXXX XXXX filed a complaint to the highest level of Chase Bank on my behalf. I have a copy of the complaint ( attached ) that explains everything that happened and the multiple types of proof I submitted to show that I did not authorize or open these accounts. She was also able to confirm that payments were happening on a monthly basis from an account that did not belong to me. \n\nOn XX/XX/2024, the Chase Bank escalation department called. I spoke to XXXX who transferred me to XXXX XXXX who requested all the information and evidence again and to email the fraud department again ( email attached ). \n\nOn XX/XX/2024, I received a letter in the mail from Chase Bank stating they considered one account valid and that this was their final review. Again, I never authorized or opened it. I have not received any information about the second account ( attachment included ). \n\nI have done everything they have asked and communication has been very poor.","date_sent_to_company":"2024-09-29T21:11:47.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"554XX","tags":null,"has_narrative":true,"complaint_id":"10281051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-09-29T18:56:39.000Z","state":"MN","company_public_response":null,"sub_issue":"Card opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I was told it would take up to 60 <em>days</em> for a response from Chase Bank. The employee told me that they would send a form to fill out that I would send back to Chase Bank. I also filed a police report immediately ( attachment included ). \n\nOn XX/XX/2024, I <em>hadn</em>'t <em>heard</em> anything or received anything from Chase Bank. I called the fraud department again. It was a very difficult, long process <em>because</em> I had no information on the accounts."]},"sort":[11.919798,"10281051"]},{"_index":"complaint-public-v1","_id":"21173986","_score":11.742045,"_source":{"product":"Checking or savings account","complaint_what_happened":"Hi, American Express 's incompetence and unwillingness to provide a minimum level of customer service has caused me unnecessary difficulties with the IRS and my local bank. In addition, I now have to pay someone to represent me to the IRS. Essentially, by being incompetent, inconsiderate, and unprofessional, American Express has cost me money I do not have for being stupid enough to trust them by opening an account with them. Here is what happened - American Express sent me information that they were offering IRA savings accounts where I could earn a great interest rate on my money, FDIC insured. I am XXXX XXXX XXXX, and need to make sure I will have money to pay for my XXXX  that is not subject to the volatility of the financial markets. I trusted them because they are American Express and opened an IRA savings account and transferred XXXX into it. American Express decided to get out of the IRA savings account business soon after. As soon as I got the letter that they were closing the accounts on XX/XX/year>, I tried to open another IRA savings account to transfer the amount to Bank of America, and then XXXX. But since neither company had a representative that knew how to fill out their own transfer paperwork, and American Express would not provide any customer service for making a transfer or communication or form to provide to the other company of any kind, I had to give up after multiple attempts, and take the distribution check so that I could walk to my local XXXX XXXX  and deposit it myself. I filled out the paperwork to receive the rollover check in XXXX and faxed it over to American Express. Unbeknownst to me, I faxed over an unsigned copy. I had a signed copy but had printed out 2 copies ( because I thought that was a good idea at the time, and yet didn't notice that I faxed over the unsigned one ). Yet no one from American Express contacted me by phone or email or mail, to say the form was unsigned. On XX/XX/XXXX or thereabouts, I called American Express to ask why I hadn't heard back or received the check. It was at that time that I found out that a ) they were not sending me a check for the rollover because of an \" incorrect signature '' and b ) they would not tell me what \" incorrect signature '' meant. I was left believing I had faxed over the copy with my signature, and it was rejected. Long story short, I received a letter with the check where in no part of the letter does it say that the check was a distribution from an IRA savings account. Furthermore, it said that the amount was the total funds in the account ( untrue because the total funds was over {$26000.00} and this check was for around {$23000.00} ) because they took out a 10 % penalty ( which I did not owe because I had 60 days to roll over the money before I would owe a penalty or taxes on the amount ) which wiped out any interest earned from the account in the first place. So I not only received less than I had deposited ( {$25000.00} ) but also now was facing it being reported to the IRS that I had taken an early, unqualified distribution. I do not owe any more taxes on the amount because it was rolled over to an IRA account within 60 days. I am XXXX XXXX XXXX and I need to be saving, not losing money. In addition, if they had simply informed me that the form was unsigned, I could have fixed it immediately. But they did not. Now it is costing me additional funds because I do not owe taxes on the amount yet it was reported on the 1099-R that I do. In addition, the amount taken in taxes looks like additional unqualified money because the check I gave to roll over was missing that amount. American Express has created a quagmire for me, simply because they refused to do the bare minimum for someone that trusted them to do the right thing. Even the representatives I saw at XXXX XXXX  when I went there to roll it over, said it was notated wrong in the letter and the check, which was very suspicious to them, being in the same business. Yet through this whole difficulty, American Express 's employees treated me as though it was all my fault. They even told me that they had emailed me that it was unsigned which was untrue, because I searched my gmail and nothing was ever received about that form I faxed. Yet they still maintained that they did send me an email, though I am certain, since I pay for XXXX so I do not have to delete emails ( and therefore do not delete emails from American Express ) any forensic investigation with certainly show none was ever emailed to me. Moreover, they have my home address and cell phone number and didn't bother to notify me in those ways either, which is suspicious since most of the communication about the IRA account was sent by physical mail. Now that I am paying XXXX XXXX XXXX XXXXXXXX to help me, they are also telling me that American Express handled this badly considering I did have 60 days and they had no \" obligation '' to take any of it out ahead of the rollover, especially given my age and the different requirements for people XXXX and older. So I am out not only the amount I deposited, but any interest earned and the fees I'm paying to have people represent me to the IRS.","date_sent_to_company":"2026-04-12T19:50:20.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"02145","tags":null,"has_narrative":true,"complaint_id":"21173986","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2026-04-12T19:09:24.000Z","state":"MA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I had a signed copy but had printed out 2 copies ( <em>because</em> I thought that was a good idea at the time, and yet didn't notice that I faxed over the unsigned one ). Yet no one from American Express contacted me by <em>phone</em> or email or mail, to say the form was unsigned. On XX/XX/XXXX or thereabouts, I called American Express to ask why I <em>hadn</em>'t <em>heard</em> back or received the check."]},"sort":[11.742045,"21173986"]},{"_index":"complaint-public-v1","_id":"7766065","_score":11.728708,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I authorized XXXX XXXX from XXXX XXXX XXXX ( the merchant ) to charge my XXXX XXXX card {$19000.00}. She did the transaction and it was declined. I checked my email and there was an email from XXXX asking me to confirm the transaction and I confirmed that I approved/recognized it, but it still prompted me to call XXXX. Upon calling XXXX, the representative asked me if I recognized/approved the transaction and I said YES and asked why I had to call, since I replied YES that I recognized/approved it in the email. He did answer but told me that I was now good and could proceed with the merchant re-submitting the charge/transaction. It was re-submitted and APPROVED -- she sent me a receipt from her Square account. I also had an email stating it was approved. Then, on XX/XX/XXXX, XXXX told me that she still hadn't gotten the money! By XX/XX/XXXX, she said she still hadn't been paid so I called XXXX with her on the phone. XXXX from XXXX investigated and said he saw that on XX/XX/XXXX, XXXX ACCIDENTALLY opened a dispute for the amount on MY BEHALF, even though I did NOT dispute it!!! He apologized and told me he would CANCEL it and by XX/XX/XXXX, the merchant would be paid the {$19000.00}. On XX/XX/XXXX, the merchant and I called again because the merchant/XXXX XXXX  wanted to be certain XXXX would pay them. Now, I was told by XXXX that they were going to send me a NEW card because my old card was cancelled due to the dispute/fraud ( this is the first time I heard this ). Then the XXXX agent, XXXX, said once my new card came, the charge would go through for the merchant. I asked to have the card sent to me overnight and he agreed to pay for the charge of the overnight fee. The card did come on the XXXX and sure enough, the charge now appeared on my XXXX app as a debit, and there was no longer the credit ( prior prior to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00}. This is way better if I dictate. to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00} ). However, days and days pass by, and the merchant, XXXX, still had not received the payment. So I called XXXX again, and they said that the payment had been sent and that her processor for the transaction, Square, had the funds, and it was beyond XXXX 's control. XXXX even sent me a letter dated XX/XX/XXXX which stated that they had investigated the claim and that they thanked me for letting them know that the charge was not questionable and that I would have a debit/charge on my upcoming statement, which closed on XX/XX/XXXX. I sent this to the merchant to show her the confirmation from XXXX. Meanwhile, she was dealing with her third-party processor, Square, which told her that they opened a dispute case and it takes 90 days to resolve it. They told her it could take until XX/XX/XXXX before they could resolve the dispute and release the funds to her. she showed them my XXXX account which shows that I was debited for the {$19000.00} and even showed them the letter dated XX/XX/XXXX from XXXX that showed that I'll confirm that there was no dispute and that they were charging my card for the full amount of the transaction. However, Square told her that that was not enough and they needed more explicit documentation from XXXX that stated I canceled the dispute and any future re-dispute. And they said that once this was completed, and I informed XXXX that it was completed, that she let Square via her Square dashboard, so that they could then verify with XXXX that the dispute was canceled and only then when they release the disputed funds to the merchant, XXXX XXXX. I called XXXX to request this and they told me they do not make detailed, customized specific letters and they said they only send the letter like they sent me from XX/XX/XXXX. I asked for managers and they all said the same thing. They told me that Square could call their merchant accounts department to discuss the case and any questions or concerns that they had.On XX/XX/XXXX, I authorized XXXX XXXX from XXXX XXXX XXXX ( the merchant ) to charge my XXXX XXXX card {$19000.00}. She did the transaction and it was declined. I checked my email and there was an email from XXXX asking me to confirm the transaction and I confirmed that I approved/recognized it, but it still prompted me to call XXXX. Upon calling XXXX, the representative asked me if I recognized/approved the transaction and I said YES and asked why I had to call, since I replied YES that I recognized/approved it in the email. He did answer but told me that I was now good and could proceed with the merchant re-submitting the charge/transaction. It was re-submitted and APPROVED -- she sent me a receipt from her Square account. I also had an email stating it was approved. Then, on XX/XX/XXXX, XXXX told me that she still hadn't gotten the money! By XX/XX/XXXX, she said she still hadn't been paid so I called XXXX with her on the phone. XXXX from XXXX investigated and said he saw that on XX/XX/XXXX, XXXX ACCIDENTALLY opened a dispute for the amount on MY BEHALF, even though I did NOT dispute it!!! He apologized and told me he would CANCEL it and by XX/XX/XXXX, the merchant would be paid the {$19000.00}. On XX/XX/XXXX, the merchant and I called again because the merchant/XXXX XXXX wanted to be certain XXXX would pay them. Now, I was told by XXXX that they were going to send me a NEW card because my old card was cancelled due to the dispute/fraud ( this is the first time I heard this ). Then the XXXX agent, XXXX, said once my new card came, the charge would go through for the merchant. I asked to have the card sent to me overnight and he agreed to pay for the charge of the overnight fee. The card did come on the XXXX and sure enough, the charge now appeared on my XXXX app as a debit, and there was no longer the credit ( prior prior to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00}. This is way better if I dictate. to this there was a debit for the {$19000.00} and then a credit and then on the XXXX another debit for the {$19000.00} ). However, days and days pass by, and the merchant, XXXX, still had not received the payment. So I called XXXX again, and they said that the payment had been sent and that her processor for the transaction, Square, had the funds, and it was beyond XXXX 's control. XXXX even sent me a letter dated XX/XX/XXXX which stated that they had investigated the claim and that they thanked me for letting them know that the charge was not questionable and that I would have a debit/charge on my upcoming statement, which closed on XX/XX/XXXX. I sent this to the merchant to show her the confirmation from XXXX. Meanwhile, she was dealing with her third-party processor, Square, which told her that they opened a dispute case and it takes 90 days to resolve it. They told her it could take until XX/XX/XXXX before they could resolve the dispute and release the funds to her. she showed them my XXXX account which shows that I was debited for the {$19000.00} and even showed them the letter dated XX/XX/XXXX from XXXX that showed that I'll confirm that there was no dispute and that they were charging my card for the full amount of the transaction. However, Square told her that that was not enough and they needed more explicit documentation from XXXX that stated I canceled the dispute and any future re-dispute. And they said that once this was completed, and I informed XXXX that it was completed, that she let Square via her Square dashboard, so that they could then verify with XXXX that the dispute was canceled and only then when they release the disputed funds to the merchant, XXXXXXXX XXXX. I called XXXX and requested exactly what XXXX told the merchant, XXXXXXXX XXXX, and they told me that they do not right customized specific detailed letters like they requested. They told me that the letter they gave me on XX/XX/XXXX should've been sufficient enough for Square. However, Square told the merchant that it was not sufficient. XXXX also advised that Square call there Merchant account XXXX number in which they said there's no whole time and they could discuss the matter with XXXX directly. I informed the merchant, XXXX XXXX, to inform Square regarding the XXXX merchant account number that XXXX advise that Square call in order to have clarification about the dispute cancellation. The merchant told me that Square said they can not get through and that they've tried reaching XXXX several times, even though XXXX said that this could not be the case because they are easy to reach when using that merchant account number. The merchant has texted or emailed me virtually every other day since this time, namely, since XX/XX/XXXX, telling me that I need to call XXXX and get them to do this despite me telling her that I've called and XXXX told me the only thing that they could do is advise me to show them the letter from XX/XX/XXXX, XXXX the merchant, XXXX XXXX XXXX  even accuse me of making them chase their money, as though I was the reason why they were not being paid. XXXX told me that the money was paid to her Square account, and that they had nothing to do with the dispute that Square opened for 90 days. When I spoke to the manager, XXXX, from XXXX on XX/XX/XXXX, she was confused as to why Square was still holding the funds and again confirmed that she could not provide a customized letter. XXXX also stated that the merchant, XXXX XXXX, received a letter from XXXX around the same time that I received mine, which was dated XX/XX/XXXX, giving her a synopsis of the fact that the dispute had been canceled. When I asked the merchant, if she received a letter from XXXX, she denied ever receiving a letter. Furthermore, XXXX, the manager at XXXX in the customer service department, told me that as of XX/XX/XXXX, my monthly statement would close, and that I would receive a new statement which showed the reversal of the dispute, and would reflect the money that XXXX, namely, the XXXX that I paid on XX/XX/XXXX as well as an additional payment that I made on XX/XX/XXXX to XXXXXXXX XXXX in the amount of {$20000.00}. That transaction was successfully completed because prior to doing the transaction. I called XXXX and demanded that the fraud department get on the phone and listen to me give XXXX pool the authorization to charge the account for the {$20000.00} so that there would be no fraud alert and this transaction was successful. So the merchant had been paid {$8000.00} from my bank account for the first payment, {$19000.00} in the second payment, which she still had not received due to all of the above issues with Square holding the money while it was being disputed, even though there was no longer a Dispute because the dispute was canceled and the merchant also received the {$20000.00} payment on XX/XX/XXXX, but yet accused me of making them have to chase their money, as though it was my fault, and as though I've owned XXXX XXXX and can control what they wouldn't would not do, namely, give her, the letter that Square wanted, the customized letter that they were insisting that they needed in order to release her funds. In the meantime, the merchant, XXXXXXXX XXXX refuse to complete the fourth part of the project until they received the money that they are processing company, Square would not release to them. So they were penalizing me because they're Merchant processing company, Square, was not releasing the funds to them. My backyard looks a mess because my pool is empty and has stagnant rainwater and debris in it. My iron fence is ripped off the hinges, and there is piping for the pool all over the backyard as well as tire tracks Through the grass. They left our yard a complete mess in retaliation for their own merchant processing company, Square, not releasing the {$19000.00} to them while they await proof of cancellation from XXXX XXXX, despite the fact that I gave them the letter dated XX/XX/XXXX, and I even gave them the screenshot of my XXXX app which shows I owe {$40000.00} to XXXX as of XX/XX/XXXX. I even sent XXXX pulls a copy of my XXXX statement which clearly shows a reversal of the dispute, and clearly shows the {$19000.00} as being a charge on my account. So on XX/XX/XXXX, when I was on the phone with XXXX, the XXXX XXXX supervisor in the customer service department, she also told me as of XX/XX/XXXX, the XXXX XXXX dispute window of 30 days would officially close and that would also yield a letter to XXXX XXXX  again. so XXXX ESSENTIALLY said, at that point, the merchant, XXXX XXXX, would actually have a second letter from XXXX XXXX, confirming that the dispute was resolved. However, XXXX XXXX, represented by XXXX XXXX, still says to this day, XX/XX/XXXX, that they have never received any letter from XXXX XXXX in XX/XX/XXXX around the XX/XX/XXXX date that I receive mine nor any letter from the XX/XX/XXXX time. That XXXX, the XXXX XXXX customer service supervisor said that they would receive. So at this point, after calling XXXX XXXX on my own for the past five weeks, almost 2 to 3 times per week and also being harassed by XXXXXXXX XXXX  as though I'm lying and that I'm evading a payment, I feel victimized and I feel that I am being discriminated against in the fact that they are acting as though I am, a disloyal customer who has breached the contract by not paying them. and therefore refusing to complete the fourth and final part of our project. Meanwhile, in my opinion, they have breached our contract, because I've provided three consecutive payments in good faith, and they have now for the past 3 to 4 weeks, left our home in disarray and disrespected us by allowing our property to look a mess while they have issues with Square, which is their third-party credit card processor, and is a dispute that they have with Square not me because I diligently paid on time for the second part of the project, again on XX/XX/XXXX, and again, paid for the third part of the project on XX/XX/XXXX with the same XXXX account and that payment cleared. So they already know from two of the three payments clearing, that I am a customer who pays for services rendered and clearly the issue was not with me, but with their Square account but yet they are holding it against me, and my family and penalizing us. at this point, I feel that I should tell them if they don't complete the project in the next five days, that I will have to seek another contractor to complete the project and restore dignity and respect to our home. I feel that I have been victimized by all three parties, namely XXXX XXXX for making the agree. Just tremendous error for opening the dispute/fraud claim, square for holding the funds hostage for 90 days, which is absolutely ridiculous, even though they have sufficient information that I provided to the merchant, XXXXXXXX XXXX  to ensure that the transaction is approved from my end, and that the dispute has been resolved based on the XXXX XXXX letter dated XX/XX/XXXX as well as my XXXX XXXX app that shows the reversal as well as my XXXX XXXX XXXX statement that clearly states in black-and-white that the dispute was reversed and I also feel that XXXX XXXX is just as guilty as XXXX XXXX and Square because they unlawfully stop working on the project despite having clear confirmation that I paid the bill especially since XXXX has been on at least 8 to 10 calls with me and XXXX XXXX, and has heard everything regarding the case, and knows for a fact that I paid it and can even see it from the statement and the XXXX app. \nAll three of these entities are in the wrong, and should be admonished, and I should have financial reparations for the anxiety, anguish, stress, and lost wages. I incurred due to not being productive at work, since I've spent more than XXXX hours, dealing with this, ridiculous, unacceptable, inexplicable situation. I even had to ask XXXX, the customer service manager at XXXX XXXX, to allow me an additional 30 days of no interest from XX/XX/XXXX through XX/XX/XXXX. Just in case this dispute is not settled by square, because I don't trust making the payment to XXXX XXXX if Square keeps the money and doesn't pay the merchant because then I'll be out of {$19000.00} twice because then I will still have to pay the merchant. XXXX said that she would allow the additional 30 days of interest free time, so that I don't incurred additional fees while I'm waiting for Square to reach their resolution by XX/XX/XXXX. XXXX also gave me a {$250.00} statement credit for my stress is restitution but I told her I need {$250.00} for every hour that I spent dealing with this situation or at least 10 times the amount of money that I paid which is {$19000.00} in reward points which would be XXXX reward points, and she declined. I asked her to escalate it to her supervisor, and her supervisor called me back, and told me that by no means could she do that either. Her name is XXXX. I've never been in a situation, trying to prove that I paid something and disputing a fraudulent dispute, where I have to prove that a disputed payment is a mistake and that I clearly intentionally made the payment!! The whole thing is preposterous. Please help me.","date_sent_to_company":"2023-10-27T05:51:10.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75115","tags":null,"has_narrative":true,"complaint_id":"7766065","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-10-27T05:32:09.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Then, on XX/XX/XXXX, XXXX told me that she still <em>hadn</em>'t gotten the money! By XX/XX/XXXX, she said she still <em>hadn</em>'t been paid so I called XXXX with her on the <em>phone</em>. XXXX from XXXX <em>investigated</em> and said he saw that on XX/XX/XXXX, XXXX ACCIDENTALLY opened a dispute for the amount on MY BEHALF, even though I did NOT dispute it!!! He apologized and told me he would CANCEL it and by XX/XX/XXXX, the merchant would be paid the {$19000.00}."]},"sort":[11.728708,"7766065"]},{"_index":"complaint-public-v1","_id":"5835129","_score":11.365402,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I utilize XXXX via my U.S. Bank checking account to transfer money from time to time. On Sunday XX/XX/XXXX at XXXXXXXX XXXX, I received the following text message, from what I though was U.S. Bank as it stated : \" U.S. BANK ALERT : Did you use your debit card at : XXXX XXXX XXXX {$19.00} DECLINE XX/XX/XXXX? XXXX XXXX, {$3500.00} DECLINED XX/XX/XXXX. If you recognize this activity, reply YES If not, reply NO. STOP to end alerts. '' I replied \" NO. '' Then received the following text, \" Your debit card will be locked due to suspicious activity. A fraud specialist will contact you shortly. '' Minutes later my XXXX rang, showing the real US Bank phone number of XXXX. I didn't answer the first call, as I was in a loud area but they called right back with the same number, showing as US Bank. I answered the phone and the man identified himself as being with the US Bank Fraud department and asked me about the charges, I told him that both were invalid and shouldn't be put through. He told me they would need to cancel my debit card and would issue a new one via XXXX that I could receive regular or expediated delivery free of charge. I asked for expediated delivery, he asked me if I wanted to require a signature at time of delivery, I stated no. He then said that because the XXXX charge was via an independent app ( XXXX ) not US Bank, that he could not reverse the charge but would walk me through how to do it. He instructed me to go into XXXX and reverse the charge by creating a new XXXX recipient called \" Reversal System '' and gave me the number to type below to reverse the funds, I had to type in the {$3500.00} amount. I followed his instructions which ultimately send the funds to the scammer. I kept checking my US bank checking accounts for the funds to come back and as they hadn't by the next day, XX/XX/XXXX, I started calling US Bank. They told me I'd have to talk to their fraud department and transferred me, but there was no answer from the fraud department ( I assume because of the bank holiday. ) I called again and told the representative I needed to talk to someone and no one was answering that line but the transferred me back to the same number and again no answer. The following morning, Tuesday XX/XX/XXXX, I called US Bank fraud around XXXX XXXX. I spoke to someone and explained the situation and she informed me that I was scammed, that it was not US Bank calling me and that I actually sent the money to the scammer versus reversing the fraudulent charge and said they would open an investigation and that I needed to go to the US Bank branch in XXXX, KY to close my checking accounts and open a new one. I went to the bank in tears as {$3500.00} was basically all of my money. The associates at the bank asked me to come back later in the afternoon and then they could help me close the account and open a new one. When I came back I worked with XXXX and XXXX XXXX the branch manager ) who both informed me, US Bank would issue me a provisional credit of {$3500.00} within 10 business days while they completed the investigation. I never received the credit so I began calling and emailing the branch after the 10 business days. They told me they would check into and let me know. On XX/XX/XXXX, XXXX responded to my email saying the credit was denied and she would try to find out more. I have not heard back from her since. I also received a letter in the mail from US Bank dated XX/XX/XXXX, stating, \" On, XX/XX/XXXX US Bank Digital Claims Services received a claim for a funds transfer that posted to your account ending in XXXX. The information of this transaction is listed below : Claim Number : XXXX Payee : XXXX XXXX  Date of Transaction : XX/XX/XXXX Amount : {$3500.00} During our investigation, we determined the transaction posted as requested ; therefore your claim has been denied. '' Although, I realize the scammer tricked me into actually sending the money, I thought I was speaking to US Bank who was instructing me how to reverse the charge. I know that they know this is a scam because less than a week later when I went into XXXX via my US Bank app, the following alert showed up in XXXX \" Be on alert for scammers. US Bank will never ask you to send money to anyone, including yourself. '' US Bank also sent out mass emails stating \" As more and more people use mobile payment apps, the number of scams is growing. \nHeres what you can do to keep your personal information safe. \nLook out for this. \nFraudster sends you an email or text asking for confirmation of a payment.\n\nYou reply, I didn't make the payment.\n\nFraudster may then call you pretending to be the bank or business, maybe even using a fake phone number. ''","date_sent_to_company":"2022-08-02T16:10:56.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"41051","tags":null,"has_narrative":true,"complaint_id":"5835129","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2022-08-02T15:24:16.000Z","state":"KY","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":["When I came back I worked with XXXX and XXXX XXXX the branch manager ) who both informed me, US Bank would issue me a provisional credit of {$3500.00} within 10 business <em>days</em> while they completed the <em>investigation</em>. I never received the credit so I began calling and emailing the branch after the 10 business <em>days</em>. They told me they would check into and let me know. On XX/XX/XXXX, XXXX responded to my email saying the credit was denied and she would try to find out more."]},"sort":[11.365402,"5835129"]},{"_index":"complaint-public-v1","_id":"7383021","_score":11.358097,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I was defrauded by what I later learned was a scammer claiming to be from XXXX XXXX tech support ( of which I am a member ) who told me that I was the victim of \" fraud '' in my prime account and told me they were going to help me stop it. \n\nThey gained access to my phone via XXXXXXXX XXXX  and proceeded to transfer money from my USAA checking account to two different XXXX accounts in two separate transactions for {$1000.00} each. The gentleman from \" XXXX '' told me and showed me that he could see future fraudulent charges in my XXXX account and they could be stopped. He said that money was to be taken out of my bank account through XXXX XXXX on several future dates and that he would help me stop those transactions as an XXXX XXXX expert. He accessed my USAA checking account and set up two XXXX transactions he said would counteract the future fraudulent withdrawals. \n\nLater the next day, before this same \" XXXX '' tech was set to call me back again I looked at some of information he provided me to show the supposedly fraudulent upcoming charges and realized that something was off about the situation. I researched the phone number he had called from and learned that it was not connected to XXXX and was connected to a know fraudster. \n\nAt that point, on XX/XX/XXXX I reached out to my bank USAA Federal Savings bank to inform them of the fraud on my account and ask them to stop the upcoming transfers to the fraudster. The XXXX debits were set to come out of my USAA account on XX/XX/XXXX and I hoped that if I informed USAA promptly of the fraud they would be able to either stop the transactions or disable the account so the debits wouldn't go through. At that point, USAA opened some sort of investigation and told me they were working on it. Obviously, they did not attempt to stop the transfers because the XXXX transfers were debited on XX/XX/XXXX and shortly after on XX/XX/XXXX and XX/XX/XXXX I received letters from USAA informing me that their investigation was closed and that the corresponding bank would not return the money. Further, on XX/XX/XXXX USAA informed me that my account was now frozen and overdrawn by approximately {$2000.00} and that I needed to replenish those funds with my own money. \n\nI called USAA back again on XX/XX/XXXX and spoke with XXXX in USAA Customer Resolutions who reviewed the situation and told me that I was out of luck as the complaint had been investigated and closed. I then told her that was unsatisfied with this conclusion to the crime against me and she asked \" what crime ''? I again advised that a fraud had been committed and that the fraudster had had access to my phone and set up the fraudulent transfers himself and that a crime had been committed. She then told me that the initial investigation hadn't been set up properly and that since it was fraud she now needed to file a \" Financial Crimes Form '' and that we would hear back within XXXX business days. On XX/XX/XXXX, When I had not heard within 7 days I followed up again and was told that this new complaint had been closed a day after we filed it without and notice given to me and that a third party had made the determination that this report was part of the same complaint that had been originally filed and told me to pound salt. The USAA rep that I spoke to told me that there was really nothing more he was allowed to do for me and that he had seen many similar cases like this where USAA bank did nothing to resolve any fraudulent transactions for their members when they could have done so. He also said he wouldn't be able to transfer to anyone else that might help within the company as he was not allowed to. \n\nOn another note, the USAA rep informed me that my account was now closed as to any debits but available for deposits only which means that my social security deposit will go to USAA to pay for the fraud. Social Security can not stop the deposit until XXXX and that will be too late. The USAA rep said there was nothing he could do about it. \n\nI am shocked that this crime was treated so cavalierly by XXXX a company I have had XXXX  year relationship with. I was also disturbed to find out after my call with them that USAA Fed Savings bank is apparently a known bad actor in the banking industry as I found a consent decree field by the Financial Crimes Enforcement Network which fined USAA {$140.00} XXXX in XXXX for failure to protect consumer accounts and failure to track fraudulent transactions. I think my experience with them is consistent with what they have already been fined for and is completely unacceptable.","date_sent_to_company":"2023-08-10T19:39:24.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"850XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"7383021","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2023-08-10T18:38:43.000Z","state":"AZ","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["She then told me that the initial <em>investigation</em> <em>hadn</em>'t been set up properly and that since it was fraud she now needed to file a \" Financial Crimes Form '' and that we would hear back within XXXX business <em>days</em>."]},"sort":[11.358097,"7383021"]},{"_index":"complaint-public-v1","_id":"5742744","_score":10.977409,"_source":{"product":"Debt collection","complaint_what_happened":"In early XXXX, when I was travelling in Maine to my daughter 's graduation, I received a phone call from someone claiming to be from TD Bank. She said \" there was a problem '' with one of my accounts ( I think my family has five accounts there ), but would provide no other information, because, she said, it wasn't safe to do so over the phone. She suggested that I call the TD bank 800 number or contact my local branch office ( in XXXX, MA ) who would tell me what was going on. That, she said, would be safer for me. She made no attempt to get any account numbers or any other information from me. So, while it could have been a prank, it evidently wasn't phishing. \n\nI promptly called both the consumer line at TD and my local branch, but neither knew anything. There were no notes on my account, no withdrawals that I couldn't identify. So I figured it was a mistake or a prank and tried to forget about it. However, about a week later I received a letter in the mail from TD Bank telling me to go to my local branch, where my wife and I should close out an old line of credit we hadn't used in many years and replace it with a new one, since there had apparently been a suspicious withdrawal from that account ( though I couldn't see any such transaction at my account online ). So we did this, via affidavit, in front of the bank manager in XXXX, MA. \n\nI then assumed this matter was finished. But a couple of weeks later, I got a letter from TD, dunning me for an unpaid bill on this newly created account and warning me that they would report this matter to credit agencies if I did not promptly pay. I went back to the online bank site, and now saw a balance of about {$7100.00} on our long unused line of credit. We had not used this new account any more than we had the old one. That balance had apparently been transferred from our old account to this new one. I checked to see when any money came out of it : and found that it was indeed XX/XX/XXXX, a couple of days before I received the mysterious call in Maine. \n\nOutraged that I should be required to pay bills for a withdrawal that TD knew to be fraudulent, I naturally spent about half of several days talking/complaining to all the various people at the Loan Servicing and Fraud Units to whom I was transferred. Several people there were quite sympathetic : they were also astonished that I would be asked to pay bills to service loans for funds that TD knew quite well I had not received. But nobody could actually help me. One woman in the fraud unit told me that fraud investigations can take two or three months and that someone would likely be contacting me : she had no contact information herself to give me, however. So I can not contact them. This issue brought to mind that I had occasionally been getting calls from something my phone identified as \" XXXX XXXX, '' and the people claimed to be from TD bank. But as those people always asked me for either my account number or my Social Security Number, I always told them I was not comfortable providing such info over the phone to a number that I couldn't verify publicly. And my reluctance on this matter seemed confirmed when I PMed TD bank the phone number through their online portal and received the response that they did not recognize it : so I was apparently right to be wary. \n\nOne suggestion I did receive from the Fraud Unit was to go back to my local branch and see if they knew anything more. So, my wife and I went back there and again met with the manager. She still knew nothing, but called the TD HELOC department and eventually got through to someone who suggested that she email our questions/complaints to the person from whom her branch originally received the instruction that I close out my original account and replace it with a new one. She did this. But I have heard nothing since. \n\nIn the meantime, I was counseled to pay the approximately {$75.00} charges I'd be receiving each month until the conclusion of \" the investigation '' ( which, again, I may actually be holding up by not talking to \" XXXX XXXX '' when they call me ). I suppose I should be glad that only about {$7000.00} was stolen rather than {$170000.00}, considering what my monthly minimum balance would be in that case. I was also assured by both this branch manager and the Fraud Unit that at the end of \" the investigation '' I'd will be reimbursed for any money I paid for servicing this loan. Obviously, though, based on what's gone on so far, I have very little confidence in that actually happening. Also suppose \" the investigation '' takes longer than the average 2-3 months. A year, perhaps -- maybe two! How much am I supposed to give them with so little confidence in ever being repaid for servicing a debt for which I received no funds? \n\nSo, I'm looking for help from your agency on this matter. If TD Bank has no information suggesting that I received any benefit from this XX/XX/XXXX withdrawal, why can they require payments from me, assess penalties for non-payment, and possibly harm my credit rating? That institution seems to have known right away that this was a fraudulent transaction. They immediately froze the account ( something for which I'm grateful, of course ). But if that's the case, why am I required to service the debt? \n\nI hope you can help : I mean, if I could bill TD for the amount of time I've already spent on the phone or in the branch over this matter, THEY would owe ME a substantial sum. \n\nMany thanks for any assistance you can provide.","date_sent_to_company":"2022-07-06T19:21:59.000Z","issue":"Attempts to collect debt not owed","sub_product":"Mortgage debt","zip_code":"024XX","tags":"Older American","has_narrative":true,"complaint_id":"5742744","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2022-07-06T18:55:47.000Z","state":"MA","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["In early XXXX, when I was travelling in Maine to my daughter 's graduation, I received a <em>phone</em> call from someone claiming to be from TD Bank. She said \" there was a problem '' with one of my accounts ( I think my family has five accounts there ), but would provide no other information, <em>because</em>, she said, it wasn't safe to do so over the <em>phone</em>. She suggested that I call the TD bank 800 number or contact my local branch office ( in XXXX, MA ) who would tell me what was going on."]},"sort":[10.977409,"5742744"]},{"_index":"complaint-public-v1","_id":"8516114","_score":10.872027,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XXXX XXXX, XXXX  around XXXX XXXX, I received a text from XXXX saying that my BofA had some suspicious activity and that I would receive a call from BofA to verify the recent activity. It said that there was an attempted charge of {$180.00} at a XXXX in XXXX, Texas and they asked me if I had authorized the transaction just as in other texts I had received from the bank. A call came \" from BofA '' about 10 minutes later. The number they were calling from was the BofA number on the back of my debit card so I believed I was talking to BofA. \" XXXX '' told me that someone had tried to get {$3500.00} through my XXXX account and she was going to help me get it back. She walked me through the steps in XXXX and I inadvertently sent a XXXX XXXX {$3500.00} believing he was the one who took it in the first place. The phone number the gal added to my XXXX account for this XXXX XXXX was XXXX. The gal \" from BofA '' talked very fast and assured me we were going to get all my money back that had been scammed. XXXX said we had to work through facetime to make sure everything was accurate as she went through my accounts. While on the XXXX call the woman used 2 different XXXX  accounts : XXXX and XXXX. I am normally on the alert for this type of thing but I must have been very tired or she was just very good. There were two other people in our mobile home park who were hit by this same vishing scam in the same week our park manager said. \nAfter she did the XXXX XXXX, we went to XXXX XXXX and she set it up to connect to my bank. Thank heavens the bank declined the 2 transactions she tried to do through XXXX XXXX... one for {$2500.00} and one for {$2000.00}. Then she tried to get into one of my credit cards, but I think she got spooked by something I said and she was gone. I called the number on the back of my debit card and found out that someone had been \" spoofing '' the bank 's customer service number making it appear that someone from BofA was calling. The lady from BofA apologized for what had happened and she gave me the number for the BofA XXXX department ( XXXX ) so that I could call and file a claim. I called them and explained everything and they opened up claim XXXX. My son also told me to file a police report which I did. XXXX XXXX returned my call within about an hour after I called him at XXXX. He took down all the information and told me there would be an investigation. Meanwhile, he said I should call the bank back and give them the police report number ( XXXX in XXXX XXXX XXXX ) When I called the bank back, they told me that I had to get a copy of the report and fax it to them so that they could add it to their claim. I emailed XXXX XXXX and requested a copy of the report but never heard back from him. I called the police station to find out how to get a copy and they told me that it could take up to 90 days for the investigation to take place and the report be completed. Today, XXXX XXXX, the officer went to check on the report and said that there had been nothing done on it as yet but to call back everyday to see what was going on with it. Meanwhile, I got a letter in the mail today from Bank of America telling me that they were unable to approve the claim I put in to them because I had initiated the transaction. I called the bank about it and told XXXX in Texas that the whole transaction had been done under false pretenses. She said that there was nothing they could do because they send out emails warning people about scams so they can't be held liable. When I first called BofA to tell them what happened, the lady I spoke with, I think her name was XXXX, said the scammers are always coming up with new ways to trick people and she hadn't heard of this one. She said they must have spoofed the banks number. If she wasn't aware of it how many other people are going to be tricked in this fashion? \n\nThank you for your time and attention in this matter. We are devastated by this. My husband and I are XXXX yrs. XXXX and we are on social security. My husband recently received a small inheritance. The money that was taken was pretty much the last of it. My husband needs to have some extensive dental work done and we really need that money to pay for it. Isn't XXXX insured to cover scams? If there is anything you can do, we would surely appreciate it! Also, if you could catch these guys that would be so amazing!!! Thank you again.","date_sent_to_company":"2024-03-11T02:18:35.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"92395","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8516114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-03-11T01:43:45.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I called the police station to find out how to get a copy and they told me that it could take up to 90 <em>days</em> for the <em>investigation</em> to take place and the report be completed. 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