{"took":130,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":46,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"17070054","_score":22.238192,"_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 <em>them</em> on the 5th try they have tried to say that they refunded the money no record of any transactions from <em>them</em> 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 <em>them</em> every day now today they made a transfer of funds from my separate"]},"sort":[22.238192,"17070054"]},{"_index":"complaint-public-v1","_id":"7602326","_score":19.090195,"_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":[19.090195,"7602326"]},{"_index":"complaint-public-v1","_id":"6523113","_score":17.201372,"_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":["By early XXXX I <em>hadn</em>'t <em>heard</em> anything and was worried - \" XXXX XXXX '' wasn't answering the <em>phone</em> number I had originally made contact with <em>them</em> by ( XXXX ) and wouldn't provide shipping details. I looked into <em>them</em> 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 <em>them</em>."]},"sort":[17.201372,"6523113"]},{"_index":"complaint-public-v1","_id":"7570164","_score":16.673878,"_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":["I asked <em>them</em> how this could be determined, and they mentioned something about my <em>phone</em> number had not changed in 30 <em>days</em>, 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."]},"sort":[16.673878,"7570164"]},{"_index":"complaint-public-v1","_id":"6807973","_score":16.08341,"_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 <em>them</em>. 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":[16.08341,"6807973"]},{"_index":"complaint-public-v1","_id":"9408458","_score":15.71793,"_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 also gave <em>them</em> further information upon thinking further about my situation thinking there might be a connection. The reason I had called <em>them</em> to begin with was <em>because</em> 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 <em>heard</em> back from <em>them</em> on this information."]},"sort":[15.71793,"9408458"]},{"_index":"complaint-public-v1","_id":"10259078","_score":15.713867,"_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 <em>them</em> 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 <em>them</em> at this time."]},"sort":[15.713867,"10259078"]},{"_index":"complaint-public-v1","_id":"10270300","_score":15.419843,"_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 <em>them</em>."]},"sort":[15.419843,"10270300"]},{"_index":"complaint-public-v1","_id":"3077498","_score":15.182115,"_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":[15.182115,"3077498"]},{"_index":"complaint-public-v1","_id":"3342762","_score":14.595615,"_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":["Since i <em>hadn</em>'t <em>heard</em> from <em>them</em> nor seen the deletion i decided to call. \n\nI had yet to hear from XXXX. I sent <em>them</em> 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."],"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":[14.595615,"3342762"]},{"_index":"complaint-public-v1","_id":"3342766","_score":14.586706,"_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":["Since i <em>hadn</em>'t <em>heard</em> from <em>them</em> nor seen the deletion i decided to call. \n\nI had yet to hear from transunion. I sent <em>them</em> 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."],"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":[14.586706,"3342766"]},{"_index":"complaint-public-v1","_id":"5512896","_score":14.321596,"_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 <em>them</em> regarding the unauthorized XXXX transfers. I waited patiently and gave <em>them</em> 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 <em>them</em>."]},"sort":[14.321596,"5512896"]},{"_index":"complaint-public-v1","_id":"7766065","_score":13.875966,"_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":[13.875966,"7766065"]},{"_index":"complaint-public-v1","_id":"21173986","_score":13.675352,"_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":[13.675352,"21173986"]},{"_index":"complaint-public-v1","_id":"3362265","_score":13.307925,"_source":{"product":"Debt collection","complaint_what_happened":"I have been attempting to get Capital One to work with me, help me, or even listen to or acknowledge my complaints for nearly a year ( one year in XXXX ). \nI got a response from \" XXXX '' about my complaints. She said they were unable to find any info on their end to prove what I am saying. They have sunk to the lowest common denominator, calling a customer a liar. Since they are unable to find any info I will assume I will be called a liar again, saying I have attempted to fix this for nearly a year. \nThey have sent my account to the 2nd attorney firm. \nThe first one, XXXX XXXX XXXX, sent me a note back saying this issue was CLOSED. \nI did and still do believe them. Then I got this letter from these 2nd people ( all enclosed ). \nThis 2nd people threatened and pushed and bullied and terrified me into making a payment plan on their website that I knew I could not live up to. I was not in my right mind because of these people and their tactics. I wanted to dispute the entire amount because of the letter from XXXX XXXX XXXX saying it was closed. Still I felt threatened to do that. Like I said I was not in my right mind. \nThey have stretched this out for nearly a year. I have been deathly ill from stress ( sick in bed unable to do any responsibilities -- had to hire someone else to help me with everything, even my interactions with Capital One -- see other complaints for more info ) all XXXX because of Capital One. Come to find out this could have been remedied back in XXXX but I never received a note from XXXX saying that she was offering help. \nIf I could have received this letter from XXXX on time, I could have remedied this in XXXX and never had the charge off they slapped on my credit, and the months and months of credit damage they have inflicted. All of this was for no reason, and they will not acknowledge anything. They are damaging my credit for no reason, this could have been remedied if they would have just communicated with me and not kept everything so secretive. This is all revenge. \nThat is minor compared to the letter from XXXX XXXX XXXX and the \" response '' from XXXX. She never acknowledged, answered, or even seemed to comprehend what I was trying to complain about. She never acknowledged the letter from XXXX XXXX XXXX -- that's the firm THEY hired! One example -- There were 2 checks I had sent in for payment and they were refused and returned to me. I sent in pictures front and back of the checks along with the first complaint on XX/XX/XXXX. She said, if you want us to investigate further, send us pictures of the front and back of the checks, because we have no evidence of any refused checks. Not listening, not even comprehending. I already sent the pictures. If you compare the complaints I have sent in with her response you will see the blatant non-acknowledgement of any of the problems I complained about. \nShe also said that I didn't want a settlement on XX/XX/XXXX. That's not true. I talked to an \" XXXX '' on the 360 side ( because they have taken away the chat on the credit card side ) on XX/XX/XXXX because I hadn't heard from Capital One at all about the complaints and I wanted absolutely anything on the books so they would leave me alone. Since they are all Capital One I figured they could get a request to anyone in the company. \nI told her I wished her to send a request to the Recoveries on the Credit Card side. It took a lot of coaxing, but she told me finally that she sent a request on and that they would most likely get a email response in 2-3 days. I brought up a payment plan because I wanted to show that I was willing to negotiate and I would do anything to get them to end this. I got a response from \" XXXX '' on the XXXX email a couple days later saying that they couldn't do anything about the harassing phone calls I was getting and that was it. No word of any payment plan getting through to them or any acknowledgement of anything. Never heard anything back so I figured that the info was not sent through. Now, this XXXX decided to turn it around and use that to discredit me and make me out to be a liar. I was trying to get anything on the books so they would call all this off. \nI am still interested in a settlement, but I truly believe that I deserve to have the debt cleared because of the letter from XXXX XXXX XXXX. \nShe admitted that the last collection call they called to me was in XXXX. They called 5-7 times daily from XXXX to XXXX and they never ceased until I got a complaint through to them telling them to stop. They never admitted to me before that was them calling, even though their numbers were attached to the calls. They now say I have a Cease and Desist, even though I didn't ask for it. XX/XX/XXXX is the day they say the Data Breach happened. That is the day I started receiving 5-7 calls daily again, some 8-15 minutes apart, some 30 min, some an hour apart. This went on until  about XX/XX/XXXX, the day they would have received the last complaint I made about it. I told them all about this, that it was their numbers attached to the calls and I knew it was either them or my info had been stolen in the breach and they and I were being Spoofed. No acknowledgement of my problem. I just got the regurgitated word-for-word in the response about the Data Breach from the letter they had already sent me about the Data Breach. No acknowledgement. It was completely word-for-word, even the completely fake \" We want to make this right ''. All I got was ( a lie? ) that they hadn't called since XXXX and neither Firm had called me. No answers to my problems. Going against their Cease and Desist? \n\n\nI also said in a previous complaint I wanted the debt cleared and it taken off my credit report. She never acknowledged that and she just said All the info being reported is correct. I never asked that. That wasn't even what I was saying or asking. Turning it all around to defame and discredit me. \nI have always wanted to just negotiate with them to get this off my record, and they have just fought with me at every turn. Now they are saying that everything I am saying is false. \nThey are damaging my credit on purpose by stretching this out and getting me deeper and deeper into trouble. I also think this is revenge by them for complaining so much. If they would have just had better customer service, we could have both been happy and gotten this solved. \nI am completely petrified of these people and I desperately want them out of my life. \nI am scared to death of what they will do to me next. \" XXXX '' says they aren't going after me, but the letter from the 2nd people says \" It is a attempt to collect ''. Then XXXX XXXX XXXX tells me it is \" closed ''. What am I supposed to do to get this on the right track to end this? I am literally scared for my life. \nI have told Capital One over and over and over again that I have no job, am unable to get a job ( because of their credit damage and other factors ), and have no resources. I live 15 miles out of town and do n't drive. I have no internet or smartphone. I take care of 2 ill elderly family members so I am not out on the street starving. It costs me a lot of money to get someone to help me so I can come in here to the library to attempt to talk for hours to Capital One ( to attempt to get someone to help me ). I am unable to talk ( argue ) on the phone with them for hours either, and I truly believe they think I am making all of that up. They obviously think I am a liar at every turn. \n\nI want this over. I am so tired of this and their tactics to keep on stretching this out. I believe they are damaging my credit on purpose and I deserve a future without them in it. They aren't acknowledging that a letter from THEIR attorney is telling me this issue is CLOSED. This should be over with and off my credit. Please, any help at all would be greatly appreciated. They are completely ruining every facet of my life. I have no idea what to do and I am completely petrified of them and what they'll do next to me. I just want this over and to end. I am willing to negotiate to get them out of my life. \n\nPlease reference my other complaints that I have made for more info. Thanks. If the CFPB needs more info, please email me.","date_sent_to_company":"2019-09-03T19:58:22.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Credit card debt","zip_code":"98532","tags":null,"has_narrative":true,"complaint_id":"3362265","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-09-03T18:56:14.000Z","state":"WA","company_public_response":null,"sub_issue":"Threatened or suggested your credit would be damaged"},"highlight":{"complaint_what_happened":["It took a lot of coaxing, but she told me finally that she sent a request on and that they would most likely get a email response in 2-3 <em>days</em>. I brought up a payment plan <em>because</em> I wanted to show that I was willing to negotiate and I would do anything to get <em>them</em> to end this. I got a response from \" XXXX '' on the XXXX email a couple <em>days</em> later saying that they couldn't do anything about the harassing <em>phone</em> calls I was getting and that was it."]},"sort":[13.307925,"3362265"]},{"_index":"complaint-public-v1","_id":"7383021","_score":13.181397,"_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":[13.181397,"7383021"]},{"_index":"complaint-public-v1","_id":"8516114","_score":12.891604,"_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":["Meanwhile, he said I should call the bank back and give <em>them</em> 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 <em>them</em> so that they could add it to their claim. I emailed XXXX XXXX and requested a copy of the report but never <em>heard</em> back from him."]},"sort":[12.891604,"8516114"]},{"_index":"complaint-public-v1","_id":"10281051","_score":12.885067,"_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 called Chase Bank immediately and talked with someone and told <em>them</em> the situation. 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."]},"sort":[12.885067,"10281051"]},{"_index":"complaint-public-v1","_id":"3862282","_score":12.4084015,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2020 I called Citi, one of my credit card companies and inquired about a balance transfer offer. I was told that I could have 0 % interest for 12 months so I agreed to transfer {$3300.00} to my Visa card ending in XXXX with my local credit union, XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX. I was able to get an ID number from the employee at Citi and that was XXXX. The employees name was \" XXXX ''. We went through the balance transfer transaction details and I gave her my credit union information including the Name of the Credit Union, my Visa card number, address, and the phone number of my credit card company that was to be paid. I asked to have a confirmation sent to me, and just received a letter saying thank you for your balance transfer but no specific details. I understood that it would take some time for the balance transfer to show up and pay off my credit union credit card. I waited a few weeks because distance learning school had started and wildfires had broken out in my area of California, and by the time I remembered to check my balances it had already been a few weeks. When I checked my credit union balance I noticed that no transfer had been made. No money had come in to XXXX XXXX XXXX XXXX XXXX from Citibank. \nAfter checking my credit union visa balance, I called Citiright away on XX/XX/2020. I talked with an employee by the name of \" XXXX ''. They informed me that they wired the funds to a company named XXXX XXXX. I told them that I had never heard of that company before and to verify the details of my transfer. They said that they had the same credit card number as mine, but the name of the company that got paid was not my credit union visa ( XXXX XXXX ) but instead an unknown company to me named XXXX XXXX. I told them that this was a major error and that I needed it to be corrected immediately so that I would not have double my credit card debt. They said they would open an investigation it would take 7 to 10 business days to hear a response. They asked for authorization to talk to my credit Union, XXXX XXXX XXXX XXXX. I gave them authorization immediately and informed my credit union that they would be contacting them. My credit union representative that I spoke to was named XXXX XXXX. \nThen I talked to a supervisor at Citi named \" XXXX '' On XX/XX/2020. She logged in my complaint and took down XXXX XXXXXXXX XXXX XXXX phone number. \nOn XX/XX/2020 I called in for an update and talk to an employee named XXXX. They said they were no updates. \nOn XX/XX/2020 I called in for another update and was referred to another supervisor named \" XXXX ''. She informed me that it appeared that I have done nothing wrong and that my balance would reflect the credit of the transfer amount {$3300.00} and then I would receive it in my next statement. \nOn XX/XX/2020 I received a letter ( dated XX/XX/2020 ) that they were responding to my inquiry/dispute, and found that the company named XXXX XXXX was paid and that they consider their investigation resolved and were adding the disputed amount of {$3300.00} back to my Citi credit card balance. This is infuriating as I have never heard of this XXXX XXXX company before. I called my XXXX XXXX XXXX rep, XXXX XXXX and she said that she hadn't heard from Citi at all. I believe that Citibank erroneously entered my bank account information and therefore sent my money to a random company that Ive never heard of before named XXXX XXXX. I received a copy of the wire receipt with this letter from Citi dated XX/XX/2020, and the \" Payee '' is listed as my XXXX XXXX XXXX XXXX XXXX cardnumberending in XXXX, with the name XXXX XXXX below it and a PO Box from XXXX XXXX Missouri. This seems fraudulent and I hope that someone can help me get my money back from Citi or this random company that Citi sent it to. How could my exact credit card number from a California credit union be associated with an unknown company in XXXX XXXX Missouri? When I signed up for this balance transfer on XX/XX/2020, I agreed to their terms and we went over the information and the visa account info over and over and Im pretty sure they have a recorded conversation. They will not acknowledge that they have it though. Citibank told me in the letter to contact XXXX XXXX to find out where my money went. This is unbelievably unfair as I do not know who that company is, and it was Citis error. Citi should do what is right and honor the original balance transfer agreement which is only a phone conversation ( of which they probably have a copy of and they are not being transparent when I ask for their records XXXX and I do not have any documentation from them with specific info about the balance transfer transaction. The only thing they sent was a letter thanking me for accepting the special offer that they botched. \nOn XX/XX/2020 I talked to a supervisor named XXXX and he wanted to open up another investigation/dispute but wanted my full Social Security number and due to the fraudulent nature of the circumstances with Citibank, I was uncomfortable providing that. \nOn XX/XX/2020, I spoke with a friend in the mortgage business and she said that going to a local Citi branch probably wouldnt help me. She told me I should contact the Consumer Finance Protection Bureau and the State attorney general. I finally found a website for a company called \" XXXX XXXX '' based on a lead from her friend who is a mortgage broker. I went to the site XXXX XXXX XXXX and could not find any phone numbers, so I filled out an online contact form and have yet to hear back from anyone. I have little confidence that I will, because Im not even sure its the same company that accepted the wire from Citi, and I am most definitely not an account holder with them or a customer of theirs. I have not received any good or any service from this company, XXXX XXXX, yet it shows up as a charge on my Citi statement. This is not right, and not good business on Citi 's part. \nOn XX/XX/2020, I spoke with XXXX at the CFPB, he suggested I fill out a form online for the fastest results. He said I could call the California Department of Corporations, the California Attorney General legal services, and possibly even the police to file a report. I then decided to give Citi one more call. I talked to XXXX who referred me to a supervisor named XXXX. She said that she looked back at XXXX records and that they dont have a complete record of my phone call regarding the balance transfer transaction on XX/XX/2020! She did say that she acknowledged the recipient shouldve been XXXX XXXX XXXX XXXX visa. She did not confirm that she could see my credit card number ( which had been confirmed by a previous customer service rep with citi ). My XXXX XXXX XXXX XXXX card number was actually the name of the Payee on their wire receipt along with the name \" XXXX XXXX '' underneath which I am not familiar with. Citi misappropriated these funds and they did not make it to the intended recipient ( in terms of our agreement from XX/XX/2020 ). She said that she would open another investigation and personally follow up with me. She said it would take 5 to 7 business days and that she would try to get it expedited as it has already been almost 2 months. On XX/XX/2020 I called the Department of corporations and \" XXXX '' referred me to the OCC who regulates national banks. I then called the OCC and spoke with \" Sue ''. She told me that I could file a report online and gave me another contact number for Citi. I tried calling the other contact number for Citi and got the same customer service department but I had been speaking with the whole time. I informed a supervisor ( named \" XXXX '' I think ) that I wish to cancel my auto pay with Citi and I did not intend to pay any of the disputed amount which was {$3300.00} plus {$100.00} transfer fee. She said she would add more notes to my 2nd investigation, case number ( XXXX ). I then called the CFPB back and spoke with XXXX. She indicated that I could file complaints with multiple agencies and it should not slow down the investigation process with Citi. I contacted XXXX at Citi via their app and he referenced a different case ID # XXXX and claimed that I would hear a response by XX/XX/2020. Please help me, I now have double my credit card debt due to no fault of my own and with no real help from Citi. I would like Citi to credit back the amount of their botched balance transfer ( {$3300.00} ) plus the transfer fee ( {$100.00} ) and any interest charges accrued during this dispute. I was merely taking Citi, a major financial institution, at their word and accepting their routine balance transfer offer and feel like I have been scammed.","date_sent_to_company":"2020-09-23T21:24:44.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"950XX","tags":null,"has_narrative":true,"complaint_id":"3862282","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-09-23T21:18:23.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with balance transfer"},"highlight":{"complaint_what_happened":["They said they would open an <em>investigation</em> it would take 7 to 10 business <em>days</em> to hear a response. They asked for authorization to talk to my credit Union, XXXX XXXX XXXX XXXX. I gave <em>them</em> authorization immediately and informed my credit union that they would be contacting <em>them</em>. My credit union representative that I spoke to was named XXXX XXXX. \nThen I talked to a supervisor at Citi named \" XXXX '' On XX/XX/2020. She logged in my complaint and took down XXXX XXXXXXXX XXXX XXXX <em>phone</em> number."]},"sort":[12.4084015,"3862282"]},{"_index":"complaint-public-v1","_id":"5742744","_score":12.385609,"_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":["One woman in the fraud unit told me that fraud <em>investigations</em> 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 <em>them</em>. This issue brought to mind that I had occasionally been getting calls from something my <em>phone</em> identified as \" XXXX XXXX, '' and the people claimed to be from TD bank."]},"sort":[12.385609,"5742744"]},{"_index":"complaint-public-v1","_id":"4143752","_score":11.601484,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"In XX/XX/2020, I decided to sell my lease and/or purchase it. I tried to sell it to XXXX, an online auto purchasing company, but US Bank would not let me sell it to a third party. Did not investigate in detail as to why. \n\nI decided to purchase the lease outright. \n\nOn XX/XX/XXXX, I called US Bank lease department and requested a payoff letter which I have attached. I got busy and the payoff letter expired so I requested another one on XX/XX/XXXX, which is also attached. The payoff was good thru XX/XX/XXXX. During those days, I was able to gather {$45000.00}, the total amount due, to buy a cashier 's check and mail it. Per the payoff letter, I could just sent the total amount due to USB Dealer Services with a cashiers check, complete the Odometer Disclosure Statement, and the Customer Purchase Titling Instructions. I went to XXXX and mailed everything out including a return label for US Bank to send my title overnight. \n\nReceived confirmation XX/XX/XXXX of the delivery. \n\nCalled around the end of XXXX to confirm receipt. They were not able to confirm. I told them I was worried about my credit since the lease payment was due XX/XX/XXXX and they still hadn't processed the check. The rep said there was a 10 grace period and that I should be ok. End of conversation. \n\nI was not ok with that response. \n\nXX/XX/XXXX, I received a voicemail from US Bank to return their call. Picture of the voicemail attached. The US Bank employee tells me my purchase was being delayed due to not having provided a California Affidavit with my package. There was no indication on the payoff letter that I needed to provide one, I said. \" What does it have to say? '' I asked. It seemed he didnt know the answer and needed to put me on hold several times. He eventually told me it needed to say \" that the car was being purchased for personal use. '' I asked \" why do you need to know what I will be doing with a car I am purchasing? '' I also pointed out again that nowhere in BOTH payoff letters does it state I needed this. He also couldn't send me anything in writing that it was a requirement. \n\nI asked for a manager. \n\nA manager called my husband, not me per my instructions, later that same night. She insisted we needed to provide a CA Affidavit but could not provide us with anything in writing that it was a requirement. She also said the payoff was wrong because it didn't include CA sales tax and that the person who had sent it 'made a mistake. ' I told her BOTH payoffs from two different people were the same and neither customer service rep said or mentioned anything about a CA Sales Tax. The manager threatened to delay our purchase until a CA Affidavit was received. Already frustrated with the conversation, we told her were going to file a complaint with the CFPB. How can paying off a lease be more difficult than paying off a home??? With the mention of a complaint to CFPB, the manager said she would process the paperwork and send title to our Georgia residence. And that title would be sent by XX/XX/XXXX or no later than Monday XX/XX/XXXX. \nAll of a sudden it gets resolved we thought??? \n\nXX/XX/XXXX, I had not received anything. I called ( phone call attached ). The lady I spoke to sounded frustrated after trying to transfer me to the US Bank leasing department. She said \" they won't take your call and won't give me any information as to why. '' She apologized and told me to follow back in a couple days. I told her my account shows no payment was made and I was worried I would get a late on my credit report. She said not to worry about it because they have the payoff and a late shouldn't be marked. \n\nXX/XX/XXXX ( today ), I noticed the lease account is no long on my phone app. I can not see any information and have not heard from anyone. Also, the return label has not been used which indicates nothing has been processed. I called US Bank @ XXXX. Per the rep, the lease is shown as paid off and title was going to be mailed overnight on Monday, XX/XX/XXXX. I would receive it XX/XX/XXXX. I asked what is the delay? I was told title would be shipped earlier in the month. She read notes and said it was due to an address change. I responded, an address change delayed the whole process 3 weeks?? She said apparently and nothing else. I asked her again \" so i should have title XX/XX/XXXX, correct? '' \" Yes '' she said. Conversation ended. \n\nI then receive a screen shot from my husband that US Bank has left a voicemail to call them back. Voicemail is dated XXXX @ XXXX I don't understand what is happening. I just want to purchase the car but this is ridiculous. Please help.","date_sent_to_company":"2021-02-16T17:46:59.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"30040","tags":null,"has_narrative":true,"complaint_id":"4143752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2021-02-16T16:46:34.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["I called ( <em>phone</em> call attached ). The lady I spoke to sounded frustrated after trying to transfer me to the US Bank leasing department. She said \" they won't take your call and won't give me any information as to why. '' She apologized and told me to follow back in a couple <em>days</em>. I told her my account shows no payment was made and I was worried I would get a late on my credit report. She said not to worry about it <em>because</em> they have the payoff and a late shouldn't be marked."]},"sort":[11.601484,"4143752"]},{"_index":"complaint-public-v1","_id":"7927761","_score":11.290551,"_source":{"product":"Mortgage","complaint_what_happened":"I made my XX/XX/2023 payment on XX/XX/2023, at XXXX in the amount of {$1400.00}. I spoke with XXXX, at Shellpoint Mortgage, who confirmed my payment with a confirmation number of # XXXX. \n\nOn XX/XX/23 at XXXX, I went online to confirm my payment was posted. It was not. I chatted online with Shellpoint Mortgage employee, XXXX. He stated there was no record of the payment. He didn't even see notes stating I spoke with XXXX the day before and made a payment. \n\nXX/XX/23 XXXX, I called and spoke to XXXX ( XXXX ) XXXX . She also couldn't see any record of my payment. She then blamed it on technical issues the company had been having since the day prior. She suggested I call Customer Service the next day as the payment should be posted on their site overnight. \n\nXX/XX/23 XXXX, I called Shellpoint again and spoke with XXXX XXXX . He states my account shows as being in the process of a loan modification. I wasn't doing a loan modification. I told him I made my XXXX mortgage payment and it was not showing on my account. I needed this to be applied. He stated he couldn't find any record of my payment being made. He then stated that he would send it to escalation and I would hear back in 3-5 days. I never heard back from Shellpoint nor did I receive any response from them via email or mail. \n\nXX/XX/23 XXXX, I called and spoke to Shellpoint Mortgage employee XXXX XXXX , ext XXXX. Left a voicemail to have her call me back. In my voice mail, I stated that I had made my XXXX mortgage payment on XX/XX/23 and needed help getting this applied to my account. \n\nWhile awaiting a response from XXXX, I called Shellpoint Mortgage on XX/XX/23 and spoke with XXXX XXXX. I told her I needed my payment to be applied to my account. She said I needed to send my bank statement showing the payment made. I couldn't send a statement because it hadn't been issued by the bank. I told her my XXXX payment cleared my bank on XX/XX/23. I was frustrated at this point feeling as if Shellpoint was giving me the runaround and nobody was able to locate my payment even with a confirmation number. XXXX then got upset with me and then the line went dead. I waited and waited not sure if she hung up on me. Finally I hung up because she was no longer on the line. \n\nXX/XX/2023 XXXX, I received an email from XXXX XXXX stating she received my voice mail regarding my payment made on XX/XX/2023. She confirmed no payment was showing on my account. No solution was provided. \n\nXX/XX/2023 XXXX I submitted a complaint through the Shellpoint Mortgage website stating the date and time I made the XXXX mortgage payment. I also attached a screenshot showing a cleared payment of {$1400.00} on XX/XX/2023. I have never received a response regarding this submitted complaint. \n\nXX/XX/23 XXXX, I called XXXX XXXX at Shellpoint Mortgage. I told her my payment was still not applied to my account and I was very frustrated and needed help resolving this. She stated she would followup with me by phone or email. I don't have record of any followup via phone, email or mail. \n\nXX/XX/23 XXXX I called and spoke with Shellpoint Mortgage employee XXXX XXXX . I threatened to report Shellpoint to the CFPB, FTC, CFA and to my attorney if this payment was not credited by TODAY. She then transferred to me to her supervisor, XXXX XXXX who holds the title of Team Lead. I explained that my payment needed to be applied to my account and I was getting no results. She put me on hold, listened to my conversation with XXXX on XX/XX/2023 and did some investigating. She stated that my payment had been applied to someone else 's account. I asked her if it was at the fault of XXXX and she agreed. She stated she would have this payment reapplied to my account and would reverse the late fees incurred. She also stated to check my account online Friday XX/XX/23 as I should see the payment correctly applied to my account. \n\nI checked online and it wasn't there. On XX/XX/23 XXXX I checked my account online and it still wasn't applied. I called Shellpoint and spoke with XXXX XXXX who was the team lead. He was curt and rude. He blamed XXXX XXXX for the payment not being applied correctly to my account. He stated he would have to get back with me after he listened to the phone call the day I made the XX/XX/2023 payment. I already felt discouraged and very depressed because of the runaround and no answers or solutions to this missing payment. I didn't trust he would get back with me as was the pattern shown by Shellpoint. he said it would be taken care of and corrected. He stated it would take 3-5 days. \n\nAs a result of this, it has affected my credit score. I have never ever had a credit score in the 500 's. The longer Shellpoint Mortgage delays in posting my payment to show I'm current, the worse it is for m credit score. \n\nI am in desperate need of this payment being applied to my account as soon as possible. I have my XX/XX/2023 payment due soon and I can not trust Shellpoint Mortgage to apply it to my account. Please help me.","date_sent_to_company":"2023-11-30T13:42:43.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7927761","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2023-11-30T12:45:33.000Z","state":"AZ","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["He then stated that he would send it to escalation and I would hear back in 3-5 <em>days</em>. I never <em>heard</em> back from Shellpoint nor did I receive any response from <em>them</em> via email or mail. \n\nXX/XX/23 XXXX, I called and spoke to Shellpoint Mortgage employee XXXX XXXX , ext XXXX. Left a voicemail to have her call me back. In my voice mail, I stated that I had made my XXXX mortgage payment on XX/XX/23 and needed help getting this applied to my account."]},"sort":[11.290551,"7927761"]},{"_index":"complaint-public-v1","_id":"2833885","_score":11.170197,"_source":{"product":"Debt collection","complaint_what_happened":"Back in XXXX of XXXX, I opened an checking/savings account with XXXX compass. In XX/XX/XXXX, my account was defrauded after my wallet was stolen. I filed a police report the following day after my wallet was taken. I alerted XXXX bank of what happened that day as well. Initially they had to freeze the account while investigating the fraud. Someone deposited two fraudulent checks in the account and withdrew all of the money out of it. They bought several money orders and other things at a XXXX in Georgia. At the time, my residence was in Alabama. This occurred a few months before I went away to basic training for the XXXX XXXX XXXX. While the investigation was going on, a new account was opened and this is where I had my work paychecks and other monies deposited into this new account. I was also issued a provisional credit from XXXX in this new account. In XXXX of XXXX, I go away to basic training for the XXXX. I never heard anything about the matter since then. I was under the assumption everything was cleared up and I never once got a phone call about the matter again. I never had anymore money deposited into the account after that because I stopped working at the job I had at the time to prepare for my leave for the XXXX. For 2 months from XXXX to end of XXXX of XXXX, I had no access to my cellphone as I was in basic training and my phone sent to my dads and it was shut off. Upon graduation in XX/XX/XXXX, I still received no letters, emails or calls about the account. Once again I was under the impression, everything was fine so I had no reason to think about it. At this point, my mind was on other things. \n\nFast forward to XX/XX/XXXX, I finish my technical school and I end up being stationed in XXXX for the XXXX. I'm living my life, doing my job for the military, I had no other personal matters back in states so I had no reason to think there was something amiss with Compass bank. I end up being XXXX right after finishing and I spent some time XXXX. Fast forward to XX/XX/XXXX, I come back to the states for a week during leave to visit family back in Alabama. I get a phone call from a man named XXXX who was with a debt collection agency saying that I owe XXXX XXXX over {$2500.00} after an account I had with them was overdrawn and had been so for several months. I was blown away by that because I hadn't received any correspondence from XXXX XXXX in regards to an overdrawn account. He wasn't able to provide details except that the account that I had with XXXX had been charged off in XX/XX/XXXX as it had been overdrawn for over 90 days. I called XXXX the same day and I ended up getting passed around on the phone between departments. When I asked why the account was overdrawn, they couldn't provide an answer since it happened back in XXXX. I have a security clearance from the government. This put my security clearance and livelihood from the military in jeopardy due to the fact that, this had been on my credit report at one time and I could have lost the clearance. I had to make an arrangement to pay the debt in order to keep my clearance. Also I was told that, if I had let it go and not paid, I wouldn't be able to open a checking account or any account with any financial institution. That's exactly what I did, I made an arrangement and would pay in installments. I knew I was going back XXXX so I had to make some type of arrangement to keep my clearance and due to the fact, I wouldn't be able to deal with this overseas. I wasn't thinking about XXXX XXXX while serving my country. \n\nI'm still living XXXX. I'm on leave for a few weeks until I get back. This hasn't been resolved. Each time I'm able to call back while in the states, I'm either no able to get thru as the XXXX XXXX XXXX calling system is severely messed up. I had to call 3 times back to back because the answering service was not working ( i.e. you're told to press \" 3 '' and you do, but it doesn't register ) When I am able to get through, I'm told I have to speak to the Chargeback Team, which also takes forever to get through to them. There have been times throughout the day, I've had to call 6 times in a row but after all of the waiting, I get a voicemail. Then when I am able to speak to someone in that department, they tell me I have to speak to Client Care Fraud, who then tells me to speak to the Chargeback team and vice versa. It's this constant back and forth. Then one person told I should go into a local branch for more assistance. I'm thinking, \" why do I need to go into a local branch, if you're a corporate level? Shouldn't you all have that same information that a local branch would? '' I believe she was telling me that in order to get me off of the phone. I wasn't sure how that would help me in this situation. \n\nAs of XX/XX/XXXX. I have one more week of leave before I have to go back XXXX. I called XXXX Friday XX/XX/XXXX. I was finally able to get a clear answer about why they charged off the account initially. Per an agent on the phone, I was told that the original dispute that was filed claimed there was fraud on the account and certain charges that were disputed didn't line up with the video. They said there were charges disputed that weren't fraud. I specifically mentioned only charges that happened in GA. These were XXXX and I believe some XXXX type charges. As a result, they denied the claim. Clearly back in XXXX, there had to have been a miscommunication. That was the first time I had heard about why the claim was denied. It took all of this time to get to that answer. The call ended up being dropped and I ended up calling back on XX/XX/XXXX ( today ) I was able to get through and I'm sure they saw that I called many times before -- this lady picked up after I was transferred and she was very rude, there wasn't even a \" Hello '' it was more like \" what do you want? '' type of answer. Actually had the nerve to ask me \" well why are you waiting in XXXX to call about this when it happened in XXXX? \" I mentioned, that this wasn't my first time calling. I've called many times since the account was charged off. I haven't been able to get a clear answer from anyone, when I asked about the fraud claim. It seemed she was blaming me instead of trying to help. I let her know, that this is the first time I'm hearing about the denial of the claim in XXXX. I also mentioned that it was unacceptable and I wanted some type of reprieve. I mentioned, I'm in the XXXX   and I had been away XXXX. Not one time I was away or even in the states, XXXX tried to contact me. They could have sent an email, as they had that information when I originally signed up for an account. My whole thing is that, it's not too much about the money I've paid on this, it's the principle as a consumer. Someone commits a crime against another and when you do everything that's asked of you, but you're the one treated like a criminal. The people who did this probably went and did this to other people. Then when I do call, they mention the fact that I have been paying on this and I'm like \" you would do the same thing if you had a security clearance and it could be taken away because of a debt on your credit report or if there is any kind of blip with your finances '' Of course I'm going to pay if it means I keep my livelihood. \n\nThe lady whom I spoke with, said she would get a supervisor to call but I have yet to hear from one. I  don't believe she actually sent it to a supervisor. I'm going to keep calling every single day while I can until this is completely resolved. This is unacceptable and terrible customer service. I will keep calling until something is done. When you do what is asked of you and they treat you like a common criminal, it's not right. I serve my country and work my tail off everyday, I shouldn't have to come back to the states to deal with this and I shouldn't have to keep dealing with my I'm XXXX or XXXX when I have other things I should be focusing on. There was no type of compassion with these customer service agents, just rudeness and a willingness to pass you over to someone else to get you off of the phone. I bet if this happened to one of them, they would feel the same way I'm feeling. I'm going to keep fighting on this.","date_sent_to_company":"2018-03-06T05:38:57.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"35244","tags":null,"has_narrative":true,"complaint_id":"2833885","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Amsher Collection Services, Inc.","date_received":"2018-03-06T03:30:14.000Z","state":"AL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I get a <em>phone</em> call from a man named XXXX who was with a debt collection agency saying that I owe XXXX XXXX over {$2500.00} after an account I had with <em>them</em> was overdrawn and had been so for several months. I was blown away by that <em>because</em> I <em>hadn</em>'t received any correspondence from XXXX XXXX in regards to an overdrawn account. He wasn't able to provide details except that the account that I had with XXXX had been charged off in XX/XX/XXXX as it had been overdrawn for over 90 <em>days</em>."]},"sort":[11.170197,"2833885"]},{"_index":"complaint-public-v1","_id":"2834060","_score":11.166266,"_source":{"product":"Debt collection","complaint_what_happened":"Back in XXXX of XXXX, I opened an checking/savings account with BBVA compass. In XX/XX/XXXX, my account was defrauded after my wallet was stolen. I filed a police report the following day after my wallet was taken. I alerted Compass bank of what happened that day as well. Initially they had to freeze the account while investigating the fraud. Someone deposited two fraudulent checks in the account and withdrew all of the money out of it. They bought several money orders and other things at a XXXX in Georgia. At the time, my residence was in Alabama. This occurred a few months before I went away to basic training for the United States XXXX. While the investigation was going on, a new account was opened and this is where I had my work paychecks and other monies deposited into this new account. I was also issued a provisional credit from Compass in this new account. In XXXX of XXXX, I go away to basic training for the XXXX. I never heard anything about the matter since then. I was under the assumption everything was cleared up and I never once got a phone call about the matter again. I never had anymore money deposited into the account after that because I stopped working at the job I had at the time to prepare for my leave for the XXXX. For 2 months from XXXX to end of XXXX of XXXX, I had no access to my cellphone as I was in basic training and my phone sent to my dads and it was shut off. Upon graduation in XX/XX/XXXX, I still received no letters, emails or calls about the account. Once again I was under the impression, everything was fine so I had no reason to think about it. At this point, my mind was on other things. \n\nFast forward to XX/XX/XXXX, I finish my technical school and I end up being stationed in XXXX for the XXXX. I'm living my life, doing my job for the military, I had no other personal matters back in states so I had no reason to think there was something amiss with Compass bank. I end up being deployed right after finishing and I spent some time overseas. Fast forward to XX/XX/XXXX, I come back to the states for a week during leave to visit family back in Alabama. I get a phone call from a man named XXXX who was with a debt collection agency saying that I owe compass bank over {$2500.00} after an account I had with them was overdrawn and had been so for several months. I was blown away by that because I hadn't received any correspondence from Compass Bank in regards to an overdrawn account. He wasn't able to provide details except that the account that I had with Compass had been charged off in XX/XX/XXXX as it had been overdrawn for over 90 days. I called Compass the same day and I ended up getting passed around on the phone between departments. When I asked why the account was overdrawn, they couldn't provide an answer since it happened back in XXXX. I have a security clearance from the government. This put my security clearance and livelihood from the military in jeopardy due to the fact that, this had been on my credit report at one time and I could have lost the clearance. I had to make an arrangement to pay the debt in order to keep my clearance. Also I was told that, if I had let it go and not paid, I wouldn't be able to open a checking account or any account with any financial institution. That's exactly what I did, I made an arrangement and would pay in installments. I knew I was going back overseas so I had to make some type of arrangement to keep my clearance and due to the fact, I wouldn't be able to deal with this overseas. I wasn't thinking about Compass bank while serving my country. \n\nI'm still living overseas. I'm on leave for a few weeks until I get back. This hasn't been resolved. Each time I'm able to call back while in the states, I'm either no able to get thru as the BBVA Compass Bank calling system is severely messed up. I had to call 3 times back to back because the answering service was not working ( i.e. you're told to press \" XXXX '' and you do, but it doesn't register ) When I am able to get through, I'm told I have to speak to the Chargeback Team, which also takes forever to get through to them. There have been times throughout the day, I've had to call 6 times in a row but after all of the waiting, I get a voicemail. Then when I am able to speak to someone in that department, they tell me I have to speak to Client Care Fraud, who then tells me to speak to the Chargeback team and vice versa. It's this constant back and forth. Then one person told I should go into a local branch for more assistance. I'm thinking, \" why do I need to go into a local branch, if you're a corporate level? Shouldn't you all have that same information that a local branch would? '' I believe she was telling me that in order to get me off of the phone. I wasn't sure how that would help me in this situation. \n\nAs of XX/XX/XXXX. I have one more week of leave before I have to go back overseas. I called Compass Friday XX/XX/XXXX. I was finally able to get a clear answer about why they charged off the account initially. Per an agent on the phone, I was told that the original dispute that was filed claimed there was fraud on the account and certain charges that were disputed didn't line up with the video. They said there were charges disputed that weren't fraud. I specifically mentioned only charges that happened in GA. These were XXXX and I believe some XXXX type charges. As a result, they denied the claim. Clearly back in XXXX, there had to have been a miscommunication. That was the first time I had heard about why the claim was denied. It took all of this time to get to that answer. The call ended up being dropped and I ended up calling back on XX/XX/XXXX ( today ) I was able to get through and I'm sure they saw that I called many times before -- this lady picked up after I was transferred and she was very rude, there wasn't even a \" Hello '' it was more like \" what do you want? '' type of answer. Actually had the nerve to ask me \" well why are you waiting in XXXX to call about this when it happened in XXXX? \" I mentioned, that this wasn't my first time calling. I've called many times since the account was charged off. I haven't been able to get a clear answer from anyone, when I asked about the fraud claim. It seemed she was blaming me instead of trying to help. I let her know, that this is the first time I'm hearing about the denial of the claim in XXXX. I also mentioned that it was unacceptable and I wanted some type of reprieve. I mentioned, I'm in the military and I had been away overseas. Not one time I was away or even in the states, Compass tried to contact me. They could  have sent an email, as they had that information when I originally signed up for an account. My whole thing is that, it's not too much about the money I've paid on this, it's the principle as a consumer. Someone commits a crime against another and when you do everything that's asked of you, but you're the one treated like a criminal. The people who did this probably went and did this to other people. Then when I do call, they mention the fact that I have been paying on this and I'm like \" you would do the same thing if you had a security clearance and it could be taken away because of a debt on your credit report or if there is any kind of blip with your finances '' Of course I'm going to pay if it means I keep my livelihood. \n\nThe lady whom I spoke with, said she would get a supervisor to call but I have yet to hear from one. I don't believe she actually sent it to a supervisor. I'm going to keep calling every single day while I can until this is completely resolved. This is unacceptable and terrible customer service. I will keep calling until something is done. When you do what is asked of you and they treat you like a common criminal, it's not right. I serve my country and work my tail off everyday, I shouldn't have to come back to the states to deal with this and I shouldn't have to keep dealing with my I'm overseas or deployed when I have other things I should be focusing on. There was no type of compassion with these customer service agents, just rudeness and a willingness to pass you over to someone else to get you off of the phone. I bet if this happened to one of them, they would feel the same way I'm feeling. I'm going to keep fighting on this.","date_sent_to_company":"2018-03-06T05:39:05.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"35244","tags":null,"has_narrative":true,"complaint_id":"2834060","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2018-03-06T05:39:03.000Z","state":"AL","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I get a <em>phone</em> call from a man named XXXX who was with a debt collection agency saying that I owe compass bank over {$2500.00} after an account I had with <em>them</em> was overdrawn and had been so for several months. I was blown away by that <em>because</em> I <em>hadn</em>'t received any correspondence from Compass Bank in regards to an overdrawn account. He wasn't able to provide details except that the account that I had with Compass had been charged off in XX/XX/XXXX as it had been overdrawn for over 90 <em>days</em>."]},"sort":[11.166266,"2834060"]},{"_index":"complaint-public-v1","_id":"4400589","_score":11.157484,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have an American Express SERVE prepaid card. On XX/XX/XXXX. I noticed that my card was being used at an ATM while I still had it in my possession. I called customer service to report fraud. I immediately changed my pin # through the online banking app while filing my fraud dispute over the phone. I Do not know who someone could have access to my pin #. During filing my dispute I also discovered that someone also used my card on XX/XX/XXXX. On XX/XX/XXXX there were XXXX ATM transactions that I did not authorize. Someone withdrew {$100.00}. after that they withdrew {$300.00}. Then {$300.00} again. On XX/XX/XXXX there were XXXX ATM transactions also of the exact amounts {$100.00}, {$300.00} and {$300.00} again. Whomever had my card continued to try to withdraw more money, but the daily card limit was reached, so I was charged an ATM decline fee of {$0.00} on both XX/XX/XXXX and XX/XX/XXXX. I filed my dispute on XX/XX/XXXX the fraud was in the amount of {$1400.00}. the ATM decline fees were not included in these charges. I provided my declaration of fraud paperwork as instructed to. I believed this would be a simple investigation because American Express is a prestigious company with tons of experience. I uploaded my declaration of fraud paperwork on XX/XX/XXXX around XXXX. By the morning XX/XX/XXXX I received an email from American Express Serve stating that my dispute was declined. This raised major suspicion because I wondered how could this company investigate this dispute so fast, when I just submitted my paperwork the night before. on XX/XX/XXXX I called American Express SERVE and requested information on the reason my dispute was denied. I was told that I can not speak to anybody from that department and I would have to write a handwritten letter to their P.O Box to reviewed any documents that American Express SERVE relied upon in making their determination to decline my dispute. On XX/XX/XXXX I sent my letter to American Express SERVE via XXXX mailing, my letter was tracked and arrived. Today is XX/XX/XXXX and I never received the documents that customer service told me that I could receive from writing my handwritten letter. Also on XX/XX/XXXX when I called to request information on the reason my dispute was denied, I was told I can file the dispute again, so I did in hope that there was an error in their investigation process. Over the weekend this issue bothered me so much that I started to research the company to see if anyone else went through this same debacle that I am experiencing. I discovered upon googling \" American Express SERVE dispute declined '' there were hundreds of people exclaiming that their disputes were declined and thy felt that something wasn't right with this company 's fraud department. I seen someone report the exact thing that happened in my case. I hadn't had any funds in my account, but as soon as I received my {$1400.00} stimulus direct deposit, my account was targeted and somebody stole my money. I became overwhelmed in digging deeper into this issue. this led my to come across the email address for the CEO  of American Express. I immediately emailed him and gave him all information surrounding my issues with American Express SERVE and their process of investigating my fraud dispute. He exclaimed that somebody would look into my issue from American Express team and get back to me. I Received a call from an American Express customer service member, we went over the charges totaling to {$1400.00} in which I am disputing. I was asked to provide information that could assist them in their own investigation. I exclaimed to them that for starters, I never attempted to withdraw {$300.00} from my account since its been open, I usually only use XXXX ATM machines which are free of fees with a XXXX card. These ATM are located in XX/XX/XXXX stores. They have a max limit of {$200.00} withdrawals. Also I exclaimed that I have never used my card anywhere near the location of where this ATM fraud transactions occurred. I do not live in XXXX, NY which is an XXXX XXXX XXXX XXXX away from the address I have on file in the XXXX, NY with this American Express SERVE account. I told the American Express associate that the last time I used my prepaid card prior to the fraud charges which occurred on XX/XX/XXXX and XX/XX/XXXX was on XX/XX/XXXX for {$1.00} for the XXXX XXXX XXXX XXXX XXXX. After I provided all the information I had, I was told that somebody would reach out to me by XX/XX/XXXX. On XX/XX/XXXX an American Express Executive Assistant contacted me via email and exclaimed they haven't even received a response from the American Express SERVE team, so I should be patient. I received another emailed on XX/XX/XXXX from the same American Express Executive Assistant exclaiming that thy still haven't heard from the American Express SERVE teaming to be patient, and I should receive a follow up email no later than XX/XX/XXXX. On XX/XX/XXXX I sent the Declaration of Fraud form to the American Express Serve fraud department. Then, on XX/XX/XXXX is when I became extremely suspicious of this entire situation. My second dispute was also declined. I wondered are all disputes automatically declined? How does the American Express SERVE team not respond to the American Express Executive Assistant for days, but soon as I sent my declaration of fraud form I get a response saying my dispute is declined. This made me very frustrated, I spoke this the American Express Executive Assistant over the phone and I was told that the XXXX  team exclaimed that my dispute was declined because the ATM transactions totaling of {$1400.00} were around the address that I have listed on file with them. I asked the American Express Executive Assistant does she clearly see that I live in the XXXX, and that this occurred in XXXX, NY. The American Express XXXX XXXX said they do see that the ATM disputed charges were in a different borough than the location of my address on file. i then asked the American Express Executive Assistant how could you accepted an answer from American Express SERVE that you know is inaccurate. The American Express Executive Assistant told me that it is nothing they can do, and that they only stepped in to mediate the situation. I then asked the American Express Executive Assistant can she email the information that she provided over the phone in which the XXXX fraud department gave in reference to the reason my dispute was declined, because I want to file a lawsuit against the company. I only requested for this to be sent to me via email because American Express SERVE fraud department still haven't sent me the documents that they said I have the right to review which led to my declined dispute. The American Express Executive Assistant never responded with the information via email. I've reached out to them again and nobody has emailed me the details of my dispute being decline. I simply just want to file my lawsuit at this point, but this company has not sent me any documents that they stated I would get when I wrote my handwritten letter. I Need this information for my lawyer to move forward, and nobody is coming forth with anything.","date_sent_to_company":"2021-05-24T15:18:35.000Z","issue":"Unexpected or other fees","sub_product":"General-purpose prepaid card","zip_code":"10469","tags":null,"has_narrative":true,"complaint_id":"4400589","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2021-05-24T13:16:48.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["How does the American Express SERVE team not respond to the American Express Executive Assistant for <em>days</em>, but soon as I sent my declaration of fraud form I get a response saying my dispute is declined. This made me very frustrated, I spoke this the American Express Executive Assistant over the <em>phone</em> and I was told that the XXXX  team exclaimed that my dispute was declined <em>because</em> the ATM transactions totaling of {$1400.00} were around the address that I have listed on file with <em>them</em>."]},"sort":[11.157484,"4400589"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":46,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":46}]}},"product":{"doc_count":46,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":13,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":12},{"key":"Other banking product or service","doc_count":1}]}},{"key":"Credit card or prepaid 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