{"took":195,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":265,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"11646504","_score":21.630167,"_source":{"product":"Checking or savings account","complaint_what_happened":"My info was compromised and over XXXX was spent out of my account. I closed the card filed a fraud claim and was given temporary credit. Then also the temporary credit was refunded due to the investigation being denied and closed and I appealed the denial and was denied again. I also had a payment disputed by a team member of navy federal that wasnt supposed to Be and the loan company sent the money back. The funds were never located untill after the account was now negative due to the previous dispute temporary credit being reversed","date_sent_to_company":"2025-01-18T20:37:07.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"604XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11646504","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-01-18T20:27:34.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["I <em>closed</em> the card filed a fraud claim and was given temporary credit. Then also the temporary credit was refunded due to the <em>investigation</em> <em>being</em> <em>denied</em> and <em>closed</em> and I <em>appealed</em> the denial and was <em>denied</em> again. I also had a payment disputed by a team member of navy federal that wasnt supposed to Be and the loan company sent the money back. The funds were never located untill after the account was now negative due to the previous dispute temporary credit <em>being</em> reversed"],"issue":["Problem caused by your funds <em>being</em> low"]},"sort":[21.630167,"11646504"]},{"_index":"complaint-public-v1","_id":"7585207","_score":19.684134,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had to dispute many charges on my account that started in XXXX. In XXXX they denied some disputes and granted others even though they are from same merchant, same type of online purchase and similar amounts. \nI had to fight to appeal the denied disputes because it was stated that they were denied due to Regulation E, which is incorrect they are all online purchases. That was eventually overturned and appeal was successful. \nNow in XXXX I noticed more of these online purchases from same merchant and same type starting in XXXX to XXXX. \nI again dispute these transactions. \nI again was denied stating regulation E. I again emailed Credit Karma, called, chatted on the support to get help with appealing. Emailing all of my proof showing it was all online purchases and the same exact merchant from the previous successful appeal. \n\nThey will not call me to speak to me only send emails I can't respond to. I contacted XXXX XXXX XXXX. They did not respond to XXXX. I told them I contacted XXXX XXXX XXXX and emailed the corporate office, the very next day they froze my account and now closed it. Which I believe is in retaliation. \n\nBelow are emails I sent to them asking for help. \n\n\nI need help please. I'm trying to solve this with credit karma. The only other thing I know to do is call my attorney. \n\nMy account was closed in retaliation and my disputes were incorrectly denied. \n\nTell me who I can talk to about this? Who can call me? Because whoever is handling this is not understanding the emails and attachments. \n\nThere were disputes in XXXX Dispute ID:XXXX. I had to appeal and ensure information was correct. \n\nThis is exactly what I'm doing now with dispute id XXXX, XXXX. \nSame merchant, similar amounts exact reason as above, dispute that it was denied. I appealed Dispute ID:XXXX and it was approved. \n\nNow with dispute id XXXX, XXXX. Im being told several different things by several different credit karma customer service. \n\nWhy can't someone call me so we can straighten this out? \n\nI'm being lied to by credit karma customer support. \n\nSo my account was closed in retaliation. \n\nI did not mess up on the disputes. You can't tell me the disputes are successful and some not successful due to regulation E when they are all same merchant and type. \n\nI'm on XXXX. My XXXX can't be change till XXXX. It takes a month. My XXXX will come to my credit karma account in 9 days. I need to be able to transfer that out or I can't pay my rent and risk losing my housing. All because credit karma was wrong on some disputes and decided to retaliate and close my account. \n\nThese disputes were of similar dollar amounts to the other disputes. The other disputes ( see attachments ) were also investigated and I also had to appeal them because they were denied originally stating the exact same thing Regulation E as these disputes. \n\nSo again I'm told information that is different than before and incorrect from what other customer service told me. \n\n\nIf you review the attachments you will see the proof that the other ones were investigated appealed and approved as I am doing now with these. \n\nExact same purchases, merchant and price. \n\nWhat evidence supports the denial of the disputes? I'm formally requesting all information from the investigation. \n\nThe PDF states regulation E, however these disputes are electronic transactions. \n\nAgain these disputes are exactly what happened last time in XXXX. And last time I went through this same exact thing and they were investigated. \n\nI don't care the account is closed. This is in retaliation for contacting corporate office and XXXX XXXX XXXX. It just so happens the day after I inform credit karma customer support I contact corporate and XXXX my account is closed. \n\nI'm done with credit karma. I want the money I'm owed from these disputes. \n\nI need to appeal this yet again. This happened last time. I expect it be approved as before and fixed much faster than last time. \n\nSee attached PDFs I need to talk with someone about these disputes. All the others were successful. Why when these that are with same merchant and type of transaction are unsuccessful. I never received an email asking for information about this dispute id. \n\nThese are unauthorized electronic transactions and would be covered under Regulation E These disputes for dispute id XXXX, XXXX was not researched correctly. \n\nI need a response before I contact the corporate office. \n\n\nYou see attached the PDF of the unsuccessful disputes. \n\nAlso attached is a screenshot of a successful dispute which is exactly the same kind of transaction as the unsuccessful ones. These are some kind of online game. All transactions were done online XXXX XXXX XXXX","date_sent_to_company":"2023-09-22T00:45:12.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"19382","tags":null,"has_narrative":true,"complaint_id":"7585207","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-09-22T00:18:34.000Z","state":"PA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I had to <em>appeal</em> and ensure information was correct. \n\nThis is exactly what I'm doing now with dispute id XXXX, XXXX. \nSame merchant, similar amounts exact reason as above, dispute that it was <em>denied</em>. I <em>appealed</em> Dispute ID:XXXX and it was approved. \n\nNow with dispute id XXXX, XXXX. Im <em>being</em> told several different things by several different credit karma customer service. \n\nWhy can't someone call me so we can straighten this out? \n\nI'm <em>being</em> lied to by credit karma customer support."]},"sort":[19.684134,"7585207"]},{"_index":"complaint-public-v1","_id":"15405303","_score":19.66233,"_source":{"product":"Checking or savings account","complaint_what_happened":"Cover Note ( Plain Language ) : My phone was stolen in XX/XX/year> while I was in XXXX, GA. I reported the fraud to my bank within three days, but instead of helping me, they closed my account in XX/XX/year>. No money was ever taken, yet they still denied my appeal. I feel this was unfair, and I would like my account reinstated if possible so I can continue banking with them. \n\nIssue : Fraudulent activity and unfair account closure after phone theft. \n\nWhat Happened : In XX/XX/year>, while I was in XXXX, GA, my phone was stolen. Within three days, I discovered fraudulent activity on my account and immediately reported it to the bank. Instead of working with me to resolve the matter, the bank closed my account in XX/XX/year> without giving me the opportunity to properly present my side of the story. \n\nI am a resident of XXXX XXXX, and I acted responsibly by reporting the theft and cooperating with the bank. Importantly, the scammers were unsuccessful in obtaining any funds from my account. Despite this, the bank closed my account and later denied my appeal when I challenged the decision. \n\nWhy This Is Unfair/ Violates Consumer Protections : Under the Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq., and Regulation E ( 12 C.F.R. Part 1005 ), banks are required to conduct a fair and timely investigation when consumers report unauthorized transactions. Consumers must be given an opportunity to provide evidence and receive the results of the investigation. \n\nThe bank failed to comply with these protections by : Closing my account without fully investigating my claim. \n\nDenying my appeal without providing a reasonable explanation or evidence. \n\nPenalizing me, even though no financial loss occurred to the bank. \n\nThis has caused me harm, including the loss of access to a banking relationship, potential negative reporting to XXXX  or credit bureaus, and reputational damage, which are consequences I should not suffer for being the victim of a theft and attempted fraud. \n\nResolution Requested : That the bank reinstate my account so I may continue my banking relationship as a customer in good standing.\n\nIf reinstatement is not possible, I request assistance in removing any negative records associated with this incident from XXXX  or credit bureaus.\n\nA written explanation of the banks investigation process, including why my appeal was denied despite no financial loss.\n\nAssurance that the bank complies with its obligations under the Electronic Fund Transfer Act and Regulation E by properly investigating reports of fraud. \n\nSummary : I reported fraud in a timely manner after my phone was stolen. The scammers obtained nothing, yet I was punished with account closure and a denied appeal. I believe the banks actions were unjust, harmful, and in violation of federal consumer protection laws. My primary request is that my account be reinstated so I can continue my relationship with the bank. I respectfully request that the CFPB intervene to ensure this matter is corrected.","date_sent_to_company":"2025-08-20T20:25:22.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"28216","tags":null,"has_narrative":true,"complaint_id":"15405303","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-08-20T20:06:14.000Z","state":"NC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["A written explanation of the banks <em>investigation</em> process, including why my <em>appeal</em> was <em>denied</em> despite no financial loss.\n\nAssurance that the bank complies with its obligations under the Electronic Fund Transfer Act and Regulation E by properly <em>investigating</em> reports of fraud. \n\nSummary : I reported fraud in a timely manner after my phone was stolen. The scammers obtained nothing, yet I was punished with account closure and a <em>denied</em> <em>appeal</em>."],"sub_issue":["Company <em>closed</em> your account"]},"sort":[19.66233,"15405303"]},{"_index":"complaint-public-v1","_id":"9925236","_score":18.73665,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"This account was previously disputed with the help of the CFPB author credit for instructed to remove Capital One charges not reporting payments increasing interest rates fraudulent charges closing account and continuing to add monthly rates reporting every week in an attempt to constantly drop my score they reported no payments since the creation of the account this was previously investigated all three periods were instructed to remove it when I appeal after the investigation favored me I have multiple unauthorized charges and they were not reporting the payments that I had made they also closed the account without calls or purpose without verification of validation and did not report payments made while increasing the monthly rate without warning this account was removed from the credit bureaus on XXXX XXXX XXXX when I filed an appeal is approved our XXXX the XXXX XXXX XXXXXXXX as record of this original decision from the appeal filed with the CFPB and the protection agency On this account was not reporting from XXXX until XXXX the Capital One closed the account and reported it to the credit bureaus again after being removed and the credit bureaus allowed them to do it despite the appeal favoring me to close and remove Capital one which is why it was not reporting through all of those months they were not allowed to however when attempted to a close the account they reported that it was over the limit and that payments had not been made ever and despite the unauthorized charges and filing a dispute that this Capital One account had already been removed from the credit bureaus and the credit bureau XXXX XXXX and XXXX all have record of the appeal filed with the CFPB and the outcome yet they allowed Capital One to report this account as delinquent over the limit and closed after 4 months of not allowing them because I won the appeal for the dispute that I filed with my complaint against the credit bureaus decision to deny my dispute with evidence shown I brought that evidence here in XXXX and to the consumer protection agency when I filed my complaint on XX/XX/XXXX and Capital One was removed from the account on XXXX the XXXX this record is indicated at all three credit bureaus yet that was ignored even during my appeal to which I've lost leaving me no choice but to seek him outside agency to investigate the matter involving the unauthorized charges that they were originally removed for and that original decision that won my appeal post investigation of XXXX  decision to deny my dispute despite the unauthorized charges reporting a close account without validation of verification not reporting payments made allowing the account to go over the balance limit closing the account and then still adding monthly fees increasing the monthly fees more than what was originally agreed to account takeover by XXXX XXXX occurred and unauthorized charges occurred thus the fraud report that is on all three credit bureaus I would like someone to investigate this matter and rule is previously ruled to remove Capital One for the reporting bureaus stop the continuous attack which has no basis or merit and is constantly dropping my score but then XXXX month I went from XXXX perfect score to a bad XXXX And that is due to Capital one 's repetitive attack on my credit score and doing so with falsified information fraudulent charges and fees I'm not reporting payments made while increasing monthly fees even after closing the account unjustly","date_sent_to_company":"2024-08-25T00:38:04.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"64130","tags":null,"has_narrative":true,"complaint_id":"9925236","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-08-24T23:10:13.000Z","state":"MO","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["filing a dispute that this Capital One account had already been removed from the credit bureaus and the credit bureau XXXX XXXX and XXXX all have record of the <em>appeal</em> filed with the CFPB and the outcome yet they allowed Capital One to report this account as delinquent over the limit and <em>closed</em> after 4 months of not allowing them because I won the <em>appeal</em> for the dispute that I filed with my complaint against the credit bureaus decision to <em>deny</em> my dispute with evidence shown I brought that evidence"],"issue":["Problem with a company's <em>investigation</em> into an existing problem"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[18.73665,"9925236"]},{"_index":"complaint-public-v1","_id":"10208495","_score":18.69245,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"This account was previously disputed with the help of the CFPB author credit for instructed to remove XXXX XXXX charges not reporting payments increasing interest rates fraudulent charges closing account and continuing to add monthly rates reporting every week in an attempt to constantly drop my score they reported no payments since the creation of the account this was previously investigated all three periods were instructed to remove it when I appeal after the investigation favored me I have multiple unauthorized charges and they were not reporting the payments that I had made they also closed the account without calls or purpose without verification of validation and did not report payments made while increasing the monthly rate without warning this account was removed from the credit bureaus on XX/XX/year> when I filed an appeal is approved our XXXX XXXX XXXX XXXX  XXXX as record of this original decision from the appeal filed with the CFPB and the protection agency On this account was not reporting from XXXX until XXXX the XXXX XXXX closed the account and reported it to the credit bureaus again after being removed and the credit bureaus allowed them to do it despite the appeal favoring me to close and remove XXXX XXXXXXXX which is why it was not reporting through all of those months they were not allowed to however when attempted to a close the account they reported that it was over the limit and that payments had not been made ever and despite the unauthorized charges and filing a dispute that this XXXX XXXXXXXX account had already been removed from the credit bureaus and the credit bureau XXXX TransUnion and XXXX all have record of the appeal filed with the CFPB and the outcome yet they allowed XXXX XXXXXXXX to report this account as delinquent over the limit and closed after XXXX XXXX of not allowing them because I won the appeal for the dispute that I filed with my complaint against the credit bureaus decision to deny my dispute with evidence shown I brought that evidence here in XXXX and to the consumer protection agency when I filed my complaint on XX/XX/XXXX and XXXX  XXXX was removed from the account on XXXXXXXX XXXX XXXXXXXX this record is indicated at all three credit bureaus yet that was ignored even during my appeal to which I've lost leaving me no choice but to seek him outside agency to investigate the matter involving the unauthorized charges that they were originally removed for and that original decision that won my appeal post investigation of experiand decision to deny my dispute despite the unauthorized charges reporting a close account without validation of verification not reporting payments made allowing the account to go over the balance limit closing the account and then still adding monthly fees increasing the monthly fees more than what was originally agreed to account takeover by XXXX XXXX occurred and unauthorized charges occurred thus the fraud report that is on all three credit bureaus I would like someone to investigate this matter and rule is previously ruled to remove XXXX XXXXXXXX for the reporting bureaus stop the continuous attack which has no basis or merit and is constantly dropping my score but then XXXX XXXX I went from XXXX perfect score to a bad XXXX And that is due to XXXX XXXXXXXX 's repetitive attack on my XXXXredit score and doing so with falsified information fraudulent charges and fees I'm not reporting payments made while increasing monthly fees even after closing the account unjustly","date_sent_to_company":"2024-10-02T18:28:41.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"64130","tags":null,"has_narrative":true,"complaint_id":"10208495","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-08-25T00:38:13.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["a dispute that this XXXX XXXXXXXX account had already been removed from the credit bureaus and the credit bureau XXXX TransUnion and XXXX all have record of the <em>appeal</em> filed with the CFPB and the outcome yet they allowed XXXX XXXXXXXX to report this account as delinquent over the limit and <em>closed</em> after XXXX XXXX of not allowing them because I won the <em>appeal</em> for the dispute that I filed with my complaint against the credit bureaus decision to <em>deny</em> my dispute with evidence shown I brought that evidence"],"issue":["Problem with a company's <em>investigation</em> into an existing problem"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[18.69245,"10208495"]},{"_index":"complaint-public-v1","_id":"12479945","_score":18.37782,"_source":{"product":"Checking or savings account","complaint_what_happened":"My name is XXXX XXXX please add this new complaint to XXXX cfbp I am waiting for XXXX refunds from XXXX {$800.00} and {$270.00} they was both was refund XX/XX/XXXX and the customer support told me in lost of card prevented department I wont get the refund of my account being closed it will be retuned back to XXXX company I need yall to add both refunds to my account when yall do get it dont return both payments or send me a check in the mail for both amounts to XXXX XXXX XXXX XXXX XXXX XXXX Pennsylvania XXXX or dispute both payments for me and then give me the decision for them saying I never received credit if it is denied appeal it to be reopen and investigation it again or investigate it again because I disagree with the decision and then give me the new decision for it when it is reopen and investigation for both payments and give me the claim number for both payments or give me a onetime credit for both payments in a check to my address I provided because I really need both payments back and also review my account when I will get the {$300.00} promotion credit to my account because I already meet the requirements for it the deadline was XX/XX/XXXX so add it to my account or give me a XXXX time credit for it and send me a mail check to my address and also rush investigation all my open claims disputes that is still open and also reopen or appeal to be reopen any denied disputes claims or claims for anything like XXXX to be reopen and investigation again and also reopen or appeal to be reopen any open claims or open disputes claim that get denied to be reopen too and investigate again and provide me a new decision for all of them when they all get a new decision for it because I disagree with the old decisions on all of them or give me a onetime credits for all of them because I really need my money back and send me a check to my address for all my amounts because I need the disputes and claims disputes to be done asp by rushing the investigation if you can and I need my money asp and send me proof of the account being closed out for checking account number and saving account number and checking account number is XXXX and saving account number is XXXX and send me my amount I have in saving account and in checking amount and tell me if the {$300.00} was awarded or not to me with proof and if not give me a onetime credit for {$300.00} with proof in a check to my address because I meet the requirements and was promised for it etc.","date_sent_to_company":"2025-03-14T23:51:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"17057","tags":null,"has_narrative":true,"complaint_id":"12479945","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-03-14T23:25:24.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["also review my account when I will get the {$300.00} promotion credit to my account because I already meet the requirements for it the deadline was XX/XX/XXXX so add it to my account or give me a XXXX time credit for it and send me a mail check to my address and also rush <em>investigation</em> all my open claims disputes that is still open and also reopen or <em>appeal</em> to be reopen any <em>denied</em> disputes claims or claims for anything like XXXX to be reopen and <em>investigation</em> again and also reopen or <em>appeal</em> to be"]},"sort":[18.37782,"12479945"]},{"_index":"complaint-public-v1","_id":"18658969","_score":18.34293,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Cash App wrongfully deactivated my account for suspected identity fraud after their system automatically changed the name on my account to my brothers name. My brother and I are separate individuals who share a household and each have our own government-issued ID and our own Cash App accounts. \n\nWhen I attempted to correct the error and re-verify my identity under my legal name, my appeal was denied. I submitted identity documentation for both parties. Cash App then escalated the case and later closed it without addressing the evidence, providing no policy citation, explanation, or appeal path.\n\nCash App has refused to : Identify what policy was violated Acknowledge the system-generated name change Restore my account or allow me to open a new account under my legal identity I am now being blocked from accessing financial services due to an error created by their platform and a failure to conduct a meaningful investigation.","date_sent_to_company":"2026-01-12T20:02:08.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"672XX","tags":null,"has_narrative":true,"complaint_id":"18658969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-01-12T19:53:30.000Z","state":"KS","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I attempted to correct the error and re-verify my identity under my legal name, my <em>appeal</em> was <em>denied</em>. I submitted identity documentation for both parties. Cash App then escalated the case and later <em>closed</em> it without addressing the evidence, providing no policy citation, explanation, or <em>appeal</em> path."]},"sort":[18.34293,"18658969"]},{"_index":"complaint-public-v1","_id":"12852253","_score":18.162876,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Friday XX/XX/year> I had a phone call that I did not answer & then another phone call right after that from the same number & it identified as Navy Federal Credit Union ( NFCU ) Remote & the caller identified herself as a NFCU Fraud agent. She claimed someone was accessed my account outside my living area & were attempting fraudulent transactions. During the phone call I googled the phone number and it was a legitimate number for NFCU. I mistakenly provided personal information to the agent and there were XXXX fraudulent cash advances completed & then all of the money was transferred to an XXXX cash account. I eventually hung up on the call & immediately called NFCU at the same phone number & connected with an actual agent who told me it was a scammer. During this call the scammer tried to call me again. The real NFCU agent immediately closed my accounts, ordered new credit cards & a debit card for me & opened a new checking account. He said an investigation would be initiated. He sent me an email with the information about freezing my accounts & about being an identity theft victim. Later that night I contacted XXXX of the XXXX major credit reporting bureaus to freeze my credit. On XX/XX/year> I contacted the XXXX XXXX XXXX. I did not have any other personal contact with an NFCU employee until XX/XX/year> when my claim was denied. On XX/XX/year> NFCU did credit my account the total of the fraudulent charges but also stated that these funds could be reversed if the fraud claim was denied. Also during this time the fraud watch became a fraud claim when NFCU substantiated the money being taken. My father contacted XXXX XXXX because it was the final step in the money being taken and he was told the NFCU or the local police would have to contact XXXX XXXX directly in order to get any pertinent information from them. To my knowledge, NFCU did not contact them. \nOn XX/XX/year> I called NFCU & spoke to an agent to learn about starting an appeal since my fraud claim had been denied. I was told I could appeal it. I requested information form NFCU as to how they decided to deny my claim and I was told I could not have it. They asked me for an email address so they could send me information as to how to start an appeal. I never received that email. \nOn XX/XX/year> I went in person to a NFCU branch to discuss my appeal since I had not received the email. The NFCU website said I could go to a branch to file an appeal. At the branch, I was told NFCU had initiated an appeal without my knowledge or consent and that it had been denied. As with the initial filing of the fraud claim, I had not been given the opportunity nor asked by NFCU to introduce any evidence ( documentation ) to support my claim or appeal. The agent told me I could request a second appeal directly on the NFCU app. \nI have filed a police report with the XXXX XXXX NC XXXX Police Department and I have filed a complaint with the FTC. \nThe pictures I have uploaded to this complaint show my phone log from XX/XX/year> where the calls came from the scammer and when I called NFCU, also my bank transaction records including the money going to an Apple Cash account, a record of the FTC complaint being filed.","date_sent_to_company":"2025-04-07T21:25:57.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"27616","tags":"Servicemember","has_narrative":true,"complaint_id":"12852253","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-04-07T20:47:36.000Z","state":"NC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["The real NFCU agent immediately <em>closed</em> my accounts, ordered new credit cards & a debit card for me & opened a new checking account. He said an <em>investigation</em> would be initiated. He sent me an email with the information about freezing my accounts & about <em>being</em> an identity theft victim. Later that night I contacted XXXX of the XXXX major credit reporting bureaus to freeze my credit. On XX/XX/year> I contacted the XXXX XXXX XXXX."]},"sort":[18.162876,"12852253"]},{"_index":"complaint-public-v1","_id":"20838228","_score":18.075893,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I filed a dispute with Cash App for {$4.00} from XXXX XXXX XXXX my dispute kept getting denied XXXX  I didnt understand why because XXXX XXXX XXXX really scammed me XXXX  they wouldnt refund my money. Also that company blocked me from their messenger so I couldnt contact him anymore. I sent all the evidence XXXX  Cash app XXXX  support my dispute XXXX  on XX/XX/XXXX, I get an email saying that my account has been closed because I failed XXXX  verify my identity because my dispute was flagged as fraudulent. I looked through I looked through my email XXXX  I looked through any messages from the Cash app app, XXXX  I found no messages saying that I had XXXX  verify my identity or that my dispute was flagged as fraudulent. I tried XXXX  appeal this decision XXXX  Cash app informed me that if I file an appeal is just going XXXX  be closed. I feel that I got an unfair XXXX  appeal of my account being closed, Cash app did not did a proper job of investigating my dispute with XXXX XXXX XXXX also, they did not properly informed me of any more information that they needed for me XXXX  verify my identity which I thought that my identity was already verified on the account because XXXX able XXXX  buy sell XXXX  send XXXX  XXXX  borrow {$50.00} from Cash app. I really use this account from Cash app a lot XXXX  I think that it was unfairly closed..","date_sent_to_company":"2026-04-01T08:18:40.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"92704","tags":null,"has_narrative":true,"complaint_id":"20838228","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-04-01T07:31:43.000Z","state":"CA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I tried XXXX  <em>appeal</em> this decision XXXX  Cash app informed me that if I file an <em>appeal</em> is just going XXXX  be <em>closed</em>."],"sub_issue":["Company <em>closed</em> your account"]},"sort":[18.075893,"20838228"]},{"_index":"complaint-public-v1","_id":"20874795","_score":18.016705,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding the mishandling of a fraud dispute and appeal with Credit KarmaXXXX XXXX \n\nMy account was compromised, which Credit Karmas own resolution team later confirmed, and my account was subsequently closed due to unauthorized activity. I was informed that the account closure was due to an account takeover and their inability to fully protect the account. I was also told I am allowed to open a new account, which further confirms that the issue was due to fraud and not any wrongdoing on my part.\n\nPrior to my initial dispute being denied, I contacted Credit Karma multiple times asking how I could submit supporting documentation. I was repeatedly told to wait for an email requesting documents, but I never received any communication. As a result, my dispute was denied without my evidence ever being reviewed.\n\nAfter the denial, I submitted an appeal with supporting documentation as soon as an agent finally allowed me to do so. On or around XX/XX/XXXX, I was told that my appeal had been escalated to management or director-level review and that I would receive a response within 72 hours ( excluding weekends ).\n\nSince that time, I have contacted Credit Karma numerous times ( over 7 calls ) and have been consistently told that my case was under management review. However, more recently, I have been told by other agents that there is no confirmation that my case is being handled by management and that it may still be in a standard review queue. This directly contradicts what I was previously told and indicates serious internal miscommunication. \n\nAdditionally, I have requested supervisor callbacks multiple times and was told I would receive follow-up, but I have not been contacted. I have also been told there is no way to directly contact the investigation or resolution department, leaving me without updates or accountability. \n\nThis situation has now been ongoing for approximately 34 weeks, with no clear status, no consistent information, and no resolution. \n\nDue to this delay and lack of proper handling, I am currently outside of the United States without access to my funds and unable to return. This has caused severe financial hardship, including loss of employment and impact on my ability to support my underage children. Despite the urgency of my situation, my case continues to be delayed without meaningful review or communication. \n\nI am requesting a full and fair review of my appeal with all submitted documentation considered, confirmation of the current status of my case and who is handling it, and a clear explanation of why I was denied the opportunity to provide evidence before my initial dispute was closed.","date_sent_to_company":"2026-04-02T06:11:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48340","tags":null,"has_narrative":true,"complaint_id":"20874795","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2026-04-02T05:57:20.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Prior to my initial dispute <em>being</em> <em>denied</em>, I contacted Credit Karma multiple times asking how I could submit supporting documentation. I was repeatedly told to wait for an email requesting documents, but I never received any communication. As a result, my dispute was <em>denied</em> without my evidence ever <em>being</em> reviewed.\n\nAfter the denial, I submitted an <em>appeal</em> with supporting documentation as soon as an agent finally allowed me to do so."]},"sort":[18.016705,"20874795"]},{"_index":"complaint-public-v1","_id":"19042635","_score":17.961145,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Beginning in or around XX/XX/year>, my Cash App account began showing recurring charges from XXXX that I did not authorize, did not approve, and did not receive services for. At the time these charges occurred, I had not actively used XXXX for over a year and was unaware that my XXXX Applinked card was being charged. \n\nAfter discovering these transactions, I contacted Cash App support to dispute the XXXX charges as unauthorized. My first dispute was later denied without any explanation or details regarding the basis for the decision. \n\nI contacted Cash App support again and filed a second dispute for the same unauthorized XXXX transactions, again explaining that the charges were not approved by me and that no services were received. During this interaction, a Cash App representative stated that the dispute would be escalated and reviewed further. \n\nShortly after submitting this second dispute, Cash App closed my account. I received an email stating that my account was closed due to failure to verify my identity after the dispute was flagged as potentially fraudulent. However, I was not provided with clear instructions, a reasonable timeline, or a meaningful opportunity to complete identity verification before the account was closed. \n\nCash App also denied the second dispute, citing vague reasons such as account history, transaction disputes, or possible violations, without identifying any specific activity or evidence supporting the denial. \n\nI contacted Cash App a third time to request clarification regarding both the dispute denial and the account closure and submitted an appeal. The appeal was escalated and reviewed by a Cash App support manager. \n\nFollowing this review, I was informed that the original decision would remain in place. The appeal and dispute denial were upheld under reference number XXXX, which was filed on XX/XX/year>, and I was informed that my Cash App account would remain deactivated and that I would no longer be able to access or use my account or its features. No additional explanation or specific basis for this decision was provided. \n\nI believe Cash App failed to conduct a reasonable investigation into my unauthorized transaction dispute and improperly closed my account in connection with my good-faith efforts to report and resolve unauthorized charges.","date_sent_to_company":"2026-01-27T18:01:08.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"07003","tags":null,"has_narrative":true,"complaint_id":"19042635","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-01-27T17:41:52.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I believe Cash App failed to conduct a reasonable <em>investigation</em> into my unauthorized transaction dispute and improperly <em>closed</em> my account in connection with my good-faith efforts to report and resolve unauthorized charges."]},"sort":[17.961145,"19042635"]},{"_index":"complaint-public-v1","_id":"17484018","_score":17.714975,"_source":{"product":"Prepaid card","complaint_what_happened":"On XX/XX/XXXX I had a XXXX and was taken by XXXX  to the hospital where I stayed until XX/XX/XXXX. My purse and phone were left in my unlocked apartment and someone entered and got ahold of everything and drained my accounts through online gaming and XXXX XXXX and money transfers. The first dispute I filed was on XX/XX/XXXX. There are XXXX transactions and they wanted me to submit them individually to which I replied that I was suffering from XXXX XXXX XXXX  problems due to the XXXX. I spoke with a representative and told him that all of the transactions from XXXX were not made by me and I wanted to dispute them. I provided medical documentation of my hospital stay as well as the police report. When I heard back from them on XX/XX/XXXX they had only processed XXXX charge and denied the dispute. They closed my account. I reached out and they again asked me to submit each dispute seperately, having no compassion for my health issues and every dispute I have been able to submit has been denied aside from XXXX for {$19.00} and that XXXX is the same merchant for XXXX of the disputes yet they denied the others. I have appealed the denials and the same day of the appeals they denied the appeal. That shows that the investigation is not thorough. I asked what they based their decisions on and they sent me my transaction history which shows no pattern of the kind of charges that I disputed prior to XX/XX/XXXX, the date in which my phone and wallet were taken and I was taken to the hospital. This is Cash App. I have had this account since XX/XX/XXXX and never had this pattern of spending. I have someone assisting me because I am affected physically from the XXXX. I need help. My bills are not paid and my rent is overdue because all of my money was spent and this company is not being helpful or honest. They should have required some kind of documentation when these charges were being made since they were unfamiliar.","date_sent_to_company":"2025-11-24T17:03:22.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"97030","tags":null,"has_narrative":true,"complaint_id":"17484018","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-11-24T16:36:46.000Z","state":"OR","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["I have <em>appealed</em> the denials and the same day of the <em>appeals</em> they <em>denied</em> the <em>appeal</em>. That shows that the <em>investigation</em> is not thorough. I asked what they based their decisions on and they sent me my transaction history which shows no pattern of the kind of charges that I disputed prior to XX/XX/XXXX, the date in which my phone and wallet were taken and I was taken to the hospital. This is Cash App. I have had this account since XX/XX/XXXX and never had this pattern of spending."]},"sort":[17.714975,"17484018"]},{"_index":"complaint-public-v1","_id":"16063745","_score":17.676085,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Description of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to deliver the promised goods/services, and I immediately attempted to resolve the issue directly. After realizing I had been scammed, I contacted Cash App support through the app on Thursday, XX/XX/year> to dispute the transaction. \n\nCash App failed to provide a reasonable investigation or refund as required under Regulation XXXX ( XXXX XXXX  Part XXXX ). Instead, I was informed that the dispute was closed in favor of the merchant with no clear explanation or supporting documentation. I appealed this decision on Thursday, XX/XX/year>, but again Cash App refused to reverse the charge. \n\nThis represents an unauthorized/fraudulent transaction. I complied with all procedures, provided supporting evidence ( screenshots of the agreement and communications ), and reported the issue within the required time frame. Cash App did not provide me with : Written notice of the investigation results, Documentation relied upon in denying my claim, or A provisional credit as required by law. \n\n\nI am requesting that XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Reopen the dispute, XXXX. Provide full documentation of the investigation, and XXXX. Refund the {$40.00} consistent with Regulation XXXX requirements. \n\n\nXXXX. False promise of goods/services I sent {$40.00} on XX/XX/year> for a promised item/service. The other party never delivered anything. That is textbook fraud. \n\n\nXXXX. Misrepresentation The recipient knowingly misled me to obtain funds without intent to fulfill their obligation. \n\n\nXXXX. Unauthorized retention of funds Once I revoked consent by reporting the issue, the transaction should have been treated as unauthorized/fraudulent. \n\n\nXXXX. Pattern of deception I provided screenshots of communications proving the other party engaged in deceptive conduct. \n\n\nXXXX. No merchant accountability Unlike a legitimate business, the recipient can not prove delivery, receipt, or service rendered. \n\n\n\n\n-- - Why I Am Lawfully Entitled to a Refund XXXX. Regulation XXXX ( XXXX CFR XXXX ) Cash App must investigate errors, provide written notice of results, and issue a provisional credit within XXXX business days. \n\n\nXXXX. Constructive denial By closing my case without proof, Cash App failed to meet its legal burden. That constitutes a violation of my consumer protection rights. \n\n\nXXXX. Burden of proof is on XXXX XXXX XXXX must show the transaction was valid and authorized. No such evidence was provided. \n\n\nXXXX. CFPB guidance Peer-to-peer payment apps like Cash App must treat fraud claims with the same protections as debit card transactions. \n\n\nXXXX. Entitlement I complied with all reporting timelines and provided evidence. By law, I am owed a refund of {$40.00} plus any fees. \n\n\nXXXX. No proof of delivery The recipient provided no shipping, receipt, or service documentation. \n\n\nXXXX. Violation of Cash Apps own policies Their User Agreement prohibits fraudulent use and obligates them to reverse fraudulent transactions. \n\n\nXXXX. Deceptive inducement The transaction was induced by false promises, meeting the FTCs definition of unfair/deceptive practices. \n\n\nXXXX. Failure of consideration No goods/services were provided in exchange for payment. \n\n\nXXXX. Unjust enrichment Recipient benefited financially without legal or contractual basis. \n\n\nXXXX. Unauthorized electronic fund transfer XXXX XXXX XXXX, a transfer obtained through fraud is treated as unauthorized. \n\n\nXXXX. Failure to mitigate harm Once I reported the fraud, Cash App had a duty to stop further harm by reversing funds. \n\n\nXXXX. Denial without evidence Cash App closed the dispute without presenting supporting documentation, violating XXXX XXXX XXXX ( d ). \n\n\nXXXX. Failure to provide provisional credit No temporary credit was issued within XXXX business days as required by law. \n\n\nXXXX. No clear investigation process I was not informed of the investigation scope or method, violating transparency requirements. \n\n\nXXXX. Consumer detriment The decision placed all risk of fraud on me, contrary to federal protections. \n\n\nXXXX. Asymmetric information Cash App has records and technical data to verify fraud, yet withheld them from me. \n\n\nXXXX. Denial of due process I was not given the opportunity to review or challenge evidence against my claim. \n\n\nXXXX. Bad faith handling The speed and lack of detail in denial indicate no good-faith investigation. \n\n\nXXXX. Pattern of complaints CFPB and BBB databases show numerous similar complaints against Cash App, proving systemic failures. \n\n\nXXXX. Violation of fair banking practices Unlike banks, Cash App can not escape XXXX XXXX obligations as a money transmitter. \n\n\nXXXX. Failure to protect users Cash App markets safety/security but refused to stand behind their own protections. \n\n\nXXXX. Public interest XXXX Cash App to deny fraud claims without evidence enables further scams. \n\n\nXXXX. Contractual breach As a consumer, I relied on Cash Apps representations of fraud protection. \n\n\nXXXX. XXXX oversight requirement As a licensed money transmitter under state/federal law, Cash App must comply with consumer protection statutes and refund fraudulent charges. \n\n\nDescription of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. This violates my rights under Regulation XXXX ( XXXX XXXX Part XXXX ) because : XXXX. Cash App did not provide a reasonable investigation or supporting documentation. \n\n\nXXXX. Cash App failed to issue a provisional credit within XXXX business days as required by law. \n\n\nXXXX. The burden of proof lies with the financial institution, yet Cash App closed the claim without evidence. \n\n\nXXXX. I complied with all requirements by reporting promptly and submitting evidence of fraud. \n\n\n\n\nDescription of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. In addition, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my appeals regarding reinstatement. \n\nThis violates my rights under Regulation XXXX ( XXXX XXXX  Part XXXX ) because : XXXX. Cash App did not provide a reasonable investigation or supporting documentation. \n\n\nXXXX. Cash App failed to issue a provisional credit within XXXX business days as required by law. \n\n\nXXXX. The burden of proof lies with the financial institution, yet Cash App closed the claim without evidence. \n\n\nXXXX. My account was suspended without due process, clear reasoning, or response to my appeals. \n\n\n\nI am requesting that XXXX XXXX XXXX XXXX XXXX XXXX. Reopen the dispute and refund the {$40.00}, XXXX. Provide documentation of the investigation, and XXXX. Restore or clearly justify my account suspension consistent with consumer protection standards. \n\n\nOn Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. In addition, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my appeals regarding reinstatement. \n\nThis is not an isolated incident. For several years, I have experienced repeated issues with Cash App involving : Disputes being denied without explanation, Lack of documentation or transparency in investigations, Failure to issue provisional credits as required by Regulation XXXX, and Account restrictions or suspensions imposed without clear reasoning or timely responses to appeals. \n\n\nThis long-standing pattern shows Cash App/Block XXXX XXXX XXXX XXXX XXXX XXXX comply with federal consumer protection laws and is denying users the protections guaranteed under XXXX XXXX  Part XXXX ( Regulation XXXX ). \n\nI am requesting that XXXX XXXX XXXX XXXX XXXX XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide documentation of the investigation, XXXX. Address the wrongful suspension of my account, and XXXX. Correct ongoing compliance failures that have harmed me and many other consumers over the years. \n\n\nOn Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. In addition, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my appeals regarding reinstatement. \n\nThis situation is aggravated by the fact that my identity and Cash App account have been compromised and used without my full authorization. I have reason to believe my account has been accessed or manipulated fraudulently, which qualifies as an unauthorized electronic funds transfer under Regulation XXXX ( XXXX XXXX  Part XXXX ). \n\nThis is not an isolated issue. For years, I have experienced repeated problems with Cash App involving : Unauthorized transactions or account activity, Disputes being denied without clear evidence, Failure to issue provisional credits within the legal timeframe, and Account suspensions without explanation or response to appeals. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX to provide basic consumer protections and is denying me the right to secure access to my own account. \n\nI am requesting that XXXX XXXX XXXX XXXX XXXX XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide documentation of the investigation and account activity, XXXX. Restore my account access or clearly explain the suspension, and XXXX. Address the fact that my identity/account has been compromised and take corrective action. \n\n\n\n\nOn Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. To make matters worse, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my repeated appeals. \n\nWhat frustrates me most is that this has been going on for years. I have faced repeated problems with Cash App, including : Unauthorized account activity and compromised security, Disputes being denied without any evidence or transparency, Failure to issue provisional credits as required under Regulation XXXX ( XXXX XXXX  Part XXXX ), and Account suspensions that leave me locked out without explanation or resolution. \n\n\nI have spent countless hours trying to get Cash App to follow the law and their own stated policies. Each time I report fraud, I get vague form letters, no documentation, and no accountability. It feels like Cash App is deliberately ignoring its legal obligations and leaving consumers like me powerless. \n\nThis is extremely frustrating and unacceptable. Cash App markets itself as safe and secure, but in reality, they are shifting all the risk of fraud and identity compromise onto their users while refusing to comply with basic consumer protection laws. \n\nI am requesting that XXXX XXXX XXXX XXXX XXXX XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide full documentation of their investigation and account activity, XXXX. Restore my account access or clearly explain the suspension, and XXXX. Correct their ongoing systemic failures that are harming consumers. \n\n\n\n\nDescription of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. To make matters worse, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my repeated appeals. \n\nThis has been an ongoing problem for years. I have faced repeated issues with Cash App, including : Unauthorized account activity and compromised security, Disputes denied without evidence or transparency, Failure to issue provisional credits under Regulation XXXX ( XXXX XXXX  Part XXXX ), and Account suspensions imposed without explanation or resolution. \n\n\nI have invested significant time and effort trying to get Cash App to follow the law and their own policies. Each time I report fraud, I get vague responses, no documentation, and no accountability. It is extremely frustrating and unacceptable. \n\nI expect communication, cooperation, and compliance from XXXX XXXX XXXX XXXX XXXX XXXX. Specifically, I am requesting that they : XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide full documentation of their investigation and account activity, XXXX. Restore my account access or clearly explain the suspension, and XXXX. Correct ongoing systemic failures that continue to harm consumers. \n\n\n\n\n\n\n\nDescription of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. To make matters worse, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my repeated appeals. \n\nWhat frustrates me most is the complete failure of Cash Apps customer support and appeals process. Every interaction has been generic, unhelpful, and dismissive. Support staff refuse to provide documentation, do not explain their decisions, and ignore repeated follow-ups. The appeals process feels like a closed loop designed to wear customers down instead of providing real resolutions. \n\nThis has been an ongoing problem for years. I have faced repeated issues with Cash App, including : Unauthorized account activity and compromised security, Disputes denied without transparency, Failure to issue provisional credits under Regulation XXXX ( XXXX XXXX  Part XXXX ), and Account suspensions imposed without explanation or cooperation. \n\n\nI have invested significant time and effort trying to get Cash App to follow the law and their own stated policies. Each time, I am stonewalled by a support process that feels engineered to deny responsibility. It is extremely frustrating and unacceptable. \n\nI expect communication, cooperation, and compliance from XXXX XXXX XXXX XXXX XXXX XXXX. Specifically, I am requesting that they : XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide full documentation of their investigation and account activity, XXXX. Restore my account access or clearly justify the suspension, and XXXX. Correct their ongoing systemic failures. \n\n\n\n\nDescription of What Happened On Thursday, XX/XX/year>, I sent {$40.00} via Cash App. The recipient failed to provide the promised goods/services. I immediately contacted Cash App support that same day to dispute the transaction. \n\nCash App denied my dispute without providing documentation or proof. I appealed the decision, but again the dispute was closed with no explanation. To make matters worse, Cash App suspended my account without citing which XXXX XXXX XXXX I allegedly violated and has not responded to my repeated appeals. \n\nWhat frustrates me most is the complete failure of Cash Apps customer support and appeals process. Every interaction has been generic, unhelpful, and dismissive. Support staff refuse to provide documentation, do not explain their decisions, and ignore repeated follow-ups. The appeals process feels like a closed loop designed to wear customers down instead of providing real resolutions. \n\nThis has been an ongoing problem for years. I have faced repeated issues with Cash App, including : Unauthorized account activity and compromised security, Disputes denied without transparency, Failure to issue provisional credits under Regulation XXXX ( XXXX CFR Part XXXX ), and Account suspensions imposed without explanation or cooperation. \n\n\nIn addition, I am a high-profile candidate for public office. This means I must carefully manage financial activity and strictly adhere to XXXX XXXX XXXX ( XXXX ) regulations. Cash Apps suspension of my account and failure to provide documentation not only frustrate me personally, but also jeopardize my ability to demonstrate compliance with campaign finance law. \n\nI expect communication, cooperation, and compliance from XXXX XXXX XXXX XXXX XXXX Specifically, I am requesting that they : XXXX. Reopen this dispute and refund the {$40.00}, XXXX. Provide full documentation of their investigation and account activity, XXXX. Restore my account access or clearly justify the suspension, and XXXX. Correct their ongoing systemic failures. \n\n\n\nFor the sake of transparency, I want this matter and my complaint to be published publicly so that regulators, voters, and the public can see both the seriousness of Cash Apps failures and my persistence in holding them accountable.","date_sent_to_company":"2025-09-19T11:53:36.000Z","issue":"Fraud or scam","sub_product":"Check cashing service","zip_code":"480XX","tags":null,"has_narrative":true,"complaint_id":"16063745","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-09-19T11:27:13.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["For several years, I have experienced repeated issues with Cash App involving : Disputes <em>being</em> <em>denied</em> without explanation, Lack of documentation or transparency in <em>investigations</em>, Failure to issue provisional credits as required by Regulation XXXX, and Account restrictions or suspensions imposed without clear reasoning or timely responses to <em>appeals</em>."]},"sort":[17.676085,"16063745"]},{"_index":"complaint-public-v1","_id":"11139699","_score":17.616629,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, I am writing to file a formal complaint against Navy Federal Credit Union ( Navy Federal ) with the Consumer Financial Protection Bureau ( CFPB ). I believe that I have been unfairly denied the opportunity to reopen an account with Navy Federal despite resolving all previous financial obligations. \nIn the past, my account with Navy Federal was closed due to allegations of fraudulent activity. While I do not agree with the characterization of my account activity as fraudulent ; I repaid the outstanding balance in full to resolve the matter. Despite fulfilling my financial obligations, Navy Federal has refused to allow me to open a new account. \nI have attempted to appeal this decision on at least XXXX occasions, all of which have been denied. \nThe most recent appeal was in XX/XX/year>. On XXXX occasion during the appeal process, Navy Federal asked me to explain why I mishandled my previous account and to describe the steps I would take to ensure it would not happen again. I complied fully with their request, yet my appeal was still denied. This lack of consideration is disheartening and frustrating. \nAs a veteran, it is deeply upsetting that I am unable to regain access to a benefit I earned and rightfully deserve, especially from an institution that promotes itself as veteran friendly. It is sad that I am being denied the ability to open a checking account, a fundamental banking service, despite resolving all past issues and following the appeal process as instructed. \nI am unable to understand how my account activity could have been deemed fraudulent if I was permitted to pay off the amount owed. Additionally, Navy Federal has not provided any clear explanation or documentation justifying their refusal to reopen my account. This lack of transparency and opportunity to resolve the situation has caused me significant frustration and inconvenience. \nThe resolution I am seeking is to be allowed to open a checking account with Navy Federal again. I request that the CFPB investigate this matter to ensure that Navy Federal is acting in compliance with applicable laws and regulations. I also request assistance in obtaining a clear explanation from Navy Federal regarding their refusal to allow me to open a new account and a resolution to this matter. I'm really hurt by the fact that I am a Veteran ran into financial issues at XXXX point in life and now they refuse to give me a second chance. \nThank you for your attention to this matter. I look forward to your response.","date_sent_to_company":"2024-12-13T18:15:18.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"638XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11139699","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2024-12-13T17:59:12.000Z","state":"MO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["I have attempted to <em>appeal</em> this decision on at least XXXX occasions, all of which have been <em>denied</em>. \nThe most recent <em>appeal</em> was in XX/XX/year>. On XXXX occasion during the <em>appeal</em> process, Navy Federal asked me to explain why I mishandled my previous account and to describe the steps I would take to ensure it would not happen again. I complied fully with their request, yet my <em>appeal</em> was still <em>denied</em>. This lack of consideration is disheartening and frustrating."]},"sort":[17.616629,"11139699"]},{"_index":"complaint-public-v1","_id":"16923522","_score":17.59135,"_source":{"product":"Checking or savings account","complaint_what_happened":"On or about XX/XX/year>, an unauthorized XXXX XXXX Transfer transactions for {$1800.00} USD occurred on my PayPal account. My phone and wallet were stolen and the unauthorized transaction was made without my consent.\n\nI contacted PayPal and opened a dispute on XX/XX/year>. \nI submitted a police report confirming the theft and the unauthorized use.\n\nDuring the dispute, the seller agreed to issue a refund, which I communicated to PayPal. Despite this, PayPal closed the case in the sellers favor on XX/XX/year>, citing not a billing issue, which is incorrect. This transaction was clearly unauthorized and supported by a police theft report.\n\nPayPal then required an appeal, but their Resolution Center forced me to upload a file to continue, despite my evidence already being provided. PayPal is blocking proper review of my case and is preventing resolution.\n\nI switched my case type to unauthorized transactions and filed the appeal.\n\nPayPal has a history of denying all claims even with evidence, I believe they dont do real investigations","date_sent_to_company":"2025-10-30T16:06:13.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"080XX","tags":"Servicemember","has_narrative":true,"complaint_id":"16923522","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-10-30T15:56:07.000Z","state":"NJ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["PayPal has a history of <em>denying</em> all claims even with evidence, I believe they dont do real <em>investigations</em>"]},"sort":[17.59135,"16923522"]},{"_index":"complaint-public-v1","_id":"6212087","_score":17.364994,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, my Citibank account was hacked. The hacker took out {$5800.00} from my savings account and took out a personal loan in the amount of {$15000.00} connected to my account. They then wire transferred the money ( over {$20000.00} ) to themselves on the same day. I did not realize there was an issue with my bank account until I tried to gain online access on XX/XX/XXXX to pay bills. My online account was locked so I called customer service to gain access and we noticed on the call that fraud had taken place. On XX/XX/XXXX we made the first possible appointment at the Citibank branch for XX/XX/XXXX and went to the XXXX XXXX  XXXX Police Department XXXXXXXX XXXX and filed a police report which was assigned to Detective XXXX. On XX/XX/XXXX, at the Citibank branch XXXX XXXX provided us with a printout of the fraud on our account and told us to submit a notarized affadavit of fraud to Citibank and request a fraud investigation through the Citibank customer service phone number. I did both things and was told the investigation would take up to 60 days. On XX/XX/XXXX, I received a letter stating that our fraud claim for the {$5800.00} taken from our savings account was denied. On XX/XX/XXXX, I received notification that the personal loan of {$15000.00} was confirmed to be bank fraud, the loan account was closed and the loan was taken off my credit report. On XX/XX/XXXX, I called the Citibank fraud department and told them the personal loan was found to be fraud and hacking so the savings money taken should be fraud as well. I was told I needed to file an appeal which was done on the same day. On XX/XX/XXXX, my fraud claim for savings was again denied and I was never even contacted by the fraud XXXX XXXX. On XX/XX/XXXX, I called to explain that fraud had taken place and {$5800.00} of my money was stolen and I wanted it returned by the bank. Citibank customer service said my only recourse was to file another appeal with the fraud department. I asked that the fraud investigator call me for my evidence since they refused to provide me a phone number or email for the investigator. On XX/XX/XXXX, I received yet another letter saying there was no fraud and my claim was denied and we never received a call from the investigator. Again on XX/XX/XXXX, we called Citibank to have the case elevated to another form of investigation since there were XXXX done with no information gathered from us and we were being denied within days of the appeal. On XX/XX/XXXX, we were told we have no other recourse but to appeal again. We informed Citibank that we would be filing a consumer complaint since we tried to go through them but are not receiving a fair investigation or good customer service when the bank allowed someone to hack our account and steal our savings. This has put us in the hole financially and affected our credit score.","date_sent_to_company":"2022-11-16T18:48:59.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"10309","tags":null,"has_narrative":true,"complaint_id":"6212087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-11-16T18:24:59.000Z","state":"NY","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":["On XX/XX/XXXX, I received yet another letter saying there was no fraud and my claim was <em>denied</em> and we never received a call from the <em>investigator</em>. Again on XX/XX/XXXX, we called Citibank to have the case elevated to another form of <em>investigation</em> since there were XXXX done with no information gathered from us and we were <em>being</em> <em>denied</em> within days of the <em>appeal</em>. On XX/XX/XXXX, we were told we have no other recourse but to <em>appeal</em> again."]},"sort":[17.364994,"6212087"]},{"_index":"complaint-public-v1","_id":"5122892","_score":16.987434,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2021 : I opened a dispute claim with Chase bank for fraudulent, unauthorized transactions done to my personal checking account using my debit card information ( the card is still in my possession ). These purchases were done online using my Chase debit card number and are an estimated total of $ XXXX first transaction was on XX/XX/2021 and the last one was debited on XX/XX/2021. The transactions range in price from $ XXXX {$120.00} and occur at various times of the day and are processed multiple times daily for 6 weeks. Then the transactions just stop and are never seen again. The merchants responsible for these transactions are labeled on my bank statement as : ( a ) CRO Internet and ( b ) XXXX XXXX XXXX  I did NOT authorize these charges and I did NOT authorize any third party to make these charges. I notified Chase claims department of all this on XX/XX/2021. \n\nMy claim had been denied and closed on XX/XX/2021, without any explanation to why it was denied, but notifies it was closed via secure messaging from their website. So in two business days Chase investigated all 30+ charges and contacted the unknown merchant ( who I can not find any contact info for on the internet ) and looked at my bank spending patterns to conclude these transactions were legit? I dont think so. I think XXXX was around the corner and my claim was rushed and not fairly investigated. So, due to the holiday I had to wait to follow up. \n\nOn XX/XX/2021 I went into the Chase Bank in XXXX XXXX XXXX XXXX Ca and spoke to Branch Manager. XXXX XXXX XXXX and asked her to take a look at my claim and provide me with any information to why claim was denied or at the very least, share the contact information for the merchant that made these transactions using my debit card. XXXX XXXX logged in thru the Chase internal portal and confirmed my claim had been closed but that it was unusual to have a claim with no notes or explanation to findings that led to the denial decision. So, she decided we should contact the Chase Claims Department and they confirmed there was no information on the investigation findings available. XXXX XXXX then requested with the Claim specialist that a written statement be mailed to me. \nOn XX/XX/2021, I formally requested an appeal to the denial of my claim. I requested in writing that my Chase Claim be reopened because I was a victim of Identity Theft and had evidence to proove what I was claiming. I emailed and faxed the Chase Claim Department my appeal letter along with a formal police report, an FTC report and multiple documents from other creditors that confirmed unauthorized transactions had taken place on my credit accounts. I then contacted by phone the Claims Department and I was told that I need to call in 5 days to get an update to the decision on my appeal. \nI have called and emailed Chase about six times since XX/XX/2021 and I have been denied a temporary credit and repeatedly told the status of my claim is 'pending '. I have complained over the phone and in writing that my consumer rights are being violated and Regulation E is not being upheld. \nI opened my claim on XX/XX/2021 and to this date I have not received a temporary credit for unauthorized charges totalling {$2900.00} nor any explanation of findings.","date_sent_to_company":"2022-01-18T23:37:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"5122892","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-01-18T22:40:55.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["My claim had been <em>denied</em> and <em>closed</em> on XX/XX/2021, without any explanation to why it was <em>denied</em>, but notifies it was <em>closed</em> via secure messaging from their website. So in two business days Chase <em>investigated</em> all 30+ charges and contacted the unknown merchant ( who I can not find any contact info for on the internet ) and looked at my bank spending patterns to conclude these transactions were legit? I dont think so."]},"sort":[16.987434,"5122892"]},{"_index":"complaint-public-v1","_id":"4206329","_score":16.970522,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My name is XXXX XXXX XXXX, I have been an account holder with Money Network financial LLC/First Data for about 6 years. I've never had issue up until recently. My account was hacked and I have no doubt my card was cloned and pin number stolen as I was a victim of fraud/theft, the perpetrator ( s ) stole {$480.00} from my account on XX/XX/XXXX of this year, I alerted money network on the same day of the theft, my account was frozen and issued a new card immediately. I was told it would take about 45 days for their investigation but that I should receive a provisional refund to my account within 10 business days of the reported theft which never happened. The next day I filed a police report and received a case number a few days later and the investigation is ongoing from what I can tell as I have not been contacted yet by investigators despite my unsuccessful attempts at reaching them. Further, at the end of XXXX I was sent a vague letter by money network stating that my their investigation was complete and closed and that I would not be refunded. When I contacted them, they had no explanation to give me other than that I had a right to appeal their decision and that it would take 45 to 90 days for my appeal to have a final decision. I have vehemently denied that I had committed fraud on my end and reiterated to them in my appeal that there was still an active police investigation and supplied them once more with the case number and my whereabouts at the exact time the money was stolen. They have given me the run around multiple times when I ask for a detailed explanation of their initial findings and I have submitted in writing pursuant to their policy and still nothing. It's now 2 full months since the theft occurred and Im being placated with the same old bureaucracy about their investigation needing to be complete in the 45 to 90 days of my appeal and them claiming to have sent it out and if I haven't gotten it I should contact their appeals division ( to which one operator told me there was no way for me to contact them directly ). I've had enough, this company appears to be as shady as they come and they themselves should be investigated for the lies and fraud they are perpetrating!","date_sent_to_company":"2021-03-11T07:38:10.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"33844","tags":null,"has_narrative":true,"complaint_id":"4206329","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2021-03-11T06:57:59.000Z","state":"FL","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Further, at the end of XXXX I was sent a vague letter by money network stating that my their <em>investigation</em> was complete and <em>closed</em> and that I would not be refunded. When I contacted them, they had no explanation to give me other than that I had a right to <em>appeal</em> their decision and that it would take 45 to 90 days for my <em>appeal</em> to have a final decision."]},"sort":[16.970522,"4206329"]},{"_index":"complaint-public-v1","_id":"17893926","_score":16.670156,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was alerted by automated voicemail to possible fraudulent charges on my account XX/XX/year> at XXXX. I immediately logged into the banking app and discovered XXXX unauthorized transactions on my account that completely drained my funds from this account.I contacted the banks customer support XX/XX/year> at XXXX to initiate a fraud investigation claim. I spoke with the investigator and swore that all the information I was giving was completely true and accurate. I confirmed that my debit card was and has been in my possession everyday and I had not authorized or even visited in person or virtually any of the places that the charges were incurred. I did not authorize anyone else to make these purchases and informed the investigator that another transaction was being attempted as we were speaking. The investigator informed me that the investigation could take up to 10-12 business days and I would be contacted if there were any concerns on their side and notified upon completion of the investigation. After speaking with the investigator I spoke with a members representative who assured me that that debit card has been inactivated immediately and I could destroy my card. I was informed that I could receive another card or a digital card and I chose to have a physical card sent. I was told that provisional funds would be added to my account and I understood that if the vendor refunded any of the transactions or if the claim was denied they would be removed. I did not use any of my funds until XX/XX/year> to ensure there not any complications with the procedure investigation. I checked my account on the evening XX/XX/year> and noticed my account was overdrawn by {$150.00} and immediately contacted the XXXX hour customer support line and was informed that the bank took back the provisional funds on XX/XX/year>. The representative could not provide me justification why these actions were taken and for me to contact the customer support line during business hours. XX/XX/year> I contacted the customer support and was informed my fraud claim was denied and I immediately requested to speak to someone in the fraud department but was transferred to a supervisor. The supervisor said the claim had been denied due to conflicting information but could not provide what was conflicting and I asked why wasnt I contacted to clarify whatever conflicts that arose and he informed me that they do not have to contact me to which I pointed out to him that XXXX XXXX their branches page that it says the client will be contacted on upon the completion of the investigation. I inquired about steps were taken to prove my claim and was informed that their basically no steps ie. contacting any of the vendors or myself to show that I was anywhere near those locations at the time these unauthorized purchases were made. I requested to speak the the fraud department and was told by supervisor that would not be possible and even if I did they would not disclose any information and the XXXX XXXX I had was to file and appeal. The supervisor told me that even if the transactions were unauthorized they still deny my fraud claim and I immediately told him what was the use of banking with their institution in they could not ensure that my money would be safe or honor their XXXX liability policy. I let my wife speak with the supervisor because after being told this information I was beyond frustrated. I filed the appeal XXXX but have almost XXXX trust that they are taking this process seriously because the first question on the the appeal asked why do I feel my claim should be honored. As of today I have not be contacted and informed that I will be taking every step rightfully receive my funds that I feel have been stolen twice by the thief and the bank. I submitted an appeal at the beginning of XXXX and found out today it was closed with no notice. I just want my funds back and discontinue any ties with this institution.","date_sent_to_company":"2025-12-09T20:03:04.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92563","tags":"Servicemember","has_narrative":true,"complaint_id":"17893926","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-12-09T19:54:35.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I submitted an <em>appeal</em> at the beginning of XXXX and found out today it was <em>closed</em> with no notice. I just want my funds back and discontinue any ties with this institution."]},"sort":[16.670156,"17893926"]},{"_index":"complaint-public-v1","_id":"20185987","_score":16.621548,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against Navy Federal Credit Union regarding a balance they claim I owe on a closed checking account.\n\nNavy Federal states that I owe approximately {$700.00}. However, when I contacted them to request an explanation and documentation showing how this balance was calculated, they informed me that they can not go back that far in their records to explain how the balance occurred. Because of this, they also told me that there is no way for me to dispute or appeal the balance.\n\nThis is very concerning because I do not believe I owe this amount. If Navy Federal is claiming that I owe a balance, they should be able to provide a clear accounting of the transactions and fees that created this balance. Without documentation or an explanation, it is unfair for them to hold me responsible for this debt. \n\nI previously filed a dispute and was informed that an investigation was completed, but I was not provided any detailed explanation or supporting documentation showing how the {$700.00} balance was determined. \n\nI am requesting that Navy Federal either : 1. Provide a full transaction history and explanation showing how this balance was calculated, or 2. Remove the balance entirely if they can not provide documentation proving that I owe it. \n\nConsumers should have the right to dispute and review debts that financial institutions claim they owe. Denying me the ability to dispute or appeal a balance while also being unable to provide documentation is unfair and unacceptable.","date_sent_to_company":"2026-03-11T23:51:14.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"464XX","tags":null,"has_narrative":true,"complaint_id":"20185987","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-03-11T23:44:24.000Z","state":"IN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["<em>Denying</em> me the ability to dispute or <em>appeal</em> a balance while also <em>being</em> unable to provide documentation is unfair and unacceptable."],"sub_issue":["Company <em>closed</em> your account"]},"sort":[16.621548,"20185987"]},{"_index":"complaint-public-v1","_id":"20219315","_score":16.608849,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint concerns events that occurred after the closing of prior CFPB complaint # XXXX involving Selene Finance . This is new information. \n\nAfter the prior complaint was closed, Selene issued a loan modification determination letter dated XX/XX/year> denying our request based on debt-to-income ratio. We appealed that decision and recieved a denial of that appeal dated XX/XX/year>. \n\nOn XX/XX/year> Selene sent us a letter encouraging us to contact the company to discuss foreclosure alternatives such as repayment plans, temporary forbearance, or loan modification options that could help us remain in the home. \n\nWe received both this letter and the appeal denial letter after office hours on XX/XX/year> and contacted Selene the following day as instructed. During that call the representative advised that the XX/XX/XXXX notice encouraging us to contact Selene regarding foreclosure alternatives was system-generated and that any request for assistance would automatically be denied because the foreclosure sale is scheduled for XX/XX/year> and is within a 37-day window before the sale. \n\nThis response appears inconsistent with the written notice encouraging us to contact Selene to discuss available foreclosure alternatives. When we asked why the letter was sent if no options could actually be reviewed, the representative explained that these notices are automatically generated and sometimes sent even when the company will not review loss mitigation requests.\n\nBecause of this contradiction, we have submitted a Qualified Written Request / Notice of Error under RESPA requesting investigation of the servicing communication and requesting documentation of the investor guidelines or Pooling and Servicing Agreement provisions relied upon in denying modification. \n\nWe have also notified the XXXX XXXX XXXX XXXX XXXX ( XXXX ) regarding this issue as we have an ongoing open case with them regarding Selene as well.\n\nWe remain willing to work with the servicer to resolve the matter and retain the home if possible. We currently have approximately {$40000.00} available to support a repayment arrangement, and our tax filings are being completed which may reduce previously assumed tax liabilities.","date_sent_to_company":"2026-03-12T22:23:15.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"98671","tags":null,"has_narrative":true,"complaint_id":"20219315","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-03-12T22:10:07.000Z","state":"WA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["After the prior complaint was <em>closed</em>, Selene issued a loan modification determination letter dated XX/XX/year> <em>denying</em> our request based on debt-to-income ratio. We <em>appealed</em> that decision and recieved a denial of that <em>appeal</em> dated XX/XX/year>. \n\nOn XX/XX/year> Selene sent us a letter encouraging us to contact the company to discuss foreclosure alternatives such as repayment plans, temporary forbearance, or loan modification options that could help us remain in the home."]},"sort":[16.608849,"20219315"]},{"_index":"complaint-public-v1","_id":"4097519","_score":16.492971,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2020, my Citi Premier Card was used by someone unauthorized to make purchases at a XXXX XXXX for the amounts of {$1500.00} twice. I never received a fraud notification via email, and it was not until I check my statement online that I found those transactions posted. I called Citi Bank immediately to report them as fraud given that my credit card was nowhere to be found. Citibank started the process of investigation on these transactions, and about three weeks later they concluded that due to a confirmation of an email verification being sent to me the day those transactions were made, they denied crediting my account for those amounts, therefore, I will be held liable for them. \n\nI explained via phone call and email that I never confirmed such email verification, and that I've been having some problems with my email since I was being subject of hacking to my personal laptop. They continue to deny the claim and they refuse to help me appeal it. I have written an email to the operations manager, and called many times explaining my situation BUT all they say is that the case is closed and that I will be responsible to pay for those transactions. Ultimately, every time I call they leave me waiting on the phone for long periods of time, and basically there is no other option for them to offer at this time. PLEASE HELP!","date_sent_to_company":"2021-01-27T18:07:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"22030","tags":null,"has_narrative":true,"complaint_id":"4097519","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-01-27T17:47:26.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I explained via phone call and email that I never confirmed such email verification, and that I've been having some problems with my email since I was <em>being</em> subject of hacking to my personal laptop. They continue to <em>deny</em> the claim and they refuse to help me <em>appeal</em> it. I have written an email to the operations manager, and called many times explaining my situation BUT all they say is that the case is <em>closed</em> and that I will be responsible to pay for those transactions."]},"sort":[16.492971,"4097519"]},{"_index":"complaint-public-v1","_id":"10207937","_score":16.403538,"_source":{"product":"Checking or savings account","complaint_what_happened":"I use ( used ) my Venmo account to have a weekly payroll check direct deposited. On XX/XX/year> the deposit amount was {$1100.00} at XXXX XXXX  Central time. Between XXXX XXXX  and XXXX XXXX  there were XXXX different transactions made through my account fraudulently and came to the amount of {$1000.00}. \nWhen I logged in to check to see if the deposite was made and for how much, my account had XXXX dollars and some change. There were debits in the amounts of : XXXX {$21.00} XXXX {$51.00} XXXX {$50.00} XXXX {$20.00} XXXX {$11.00} XXXX {$30.00} XXXX {$16.00}. The first of many calls to Venmo customer Service I canceled my card and filed a despute for each of the fraudulent charges. Venmo approved XXXX of the XXXX charges for a refund and denied the other XXXX. Venmo said they would do a \" full investigation \" and that it could take up to 10 business days. When I called the 2nd time because of confusion as to why some desputes were approved for a refund and the others denied ; even though they were all made by XXXX*, we filed an appeal for the denied transactions. After a week or so those that we appealed were denied again and the case was closed for the remaining transactions. They told me that since I logged in right before the deposite hit and then not long after that it seemed suspicious and that only the account owner ( me ) would've known the time when to orchestrate the transactions and that's why they were denied. No investigation was done as far as im aware because they accused me of hacking into my own account and stealing money from myself and an investigation wouldve shown it was from a company that i am not, nor have ever been associated with. This is absurd not to mention insulting!! I have over XXXX emails in correspondence to this matter, XXXX different people are \" takeing it from here '' but nobody has refunded the rest of my money and now my emails are just being ignored. \n{$1000.00} was stolen, {$400.00} has been refunded and that leaves {$670.00} left owed back to me. \nI also made several attempts to XXXX* in regards to getting this resolved but haven't had any luck in doing so.","date_sent_to_company":"2024-09-22T08:31:54.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"32405","tags":null,"has_narrative":true,"complaint_id":"10207937","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-09-22T07:02:18.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["After a week or so those that we <em>appealed</em> were <em>denied</em> again and the case was <em>closed</em> for the remaining transactions. They told me that since I logged in right before the deposite hit and then not long after that it seemed suspicious and that only the account owner ( me ) would've known the time when to orchestrate the transactions and that's why they were <em>denied</em>."]},"sort":[16.403538,"10207937"]},{"_index":"complaint-public-v1","_id":"4258491","_score":16.363853,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/XXXX I purchased a ticket for a concert through XXXX for {$350.00} using my Citibank AAdvantage Platinum Select AMEX Card. The concert was scheduled for XX/XX/XXXX but was postponed then later cancelled in XXXX due to the COVID-19 pandemic. XXXX sent me an e-mail advising the concert was officially cancelled and that I would be refunded my {$350.00} in 30 days. \n\nAfter 30 days, I received nothing from XXXX so I contacted Citibank who was my card holder to dispute the charge ( Dispute ID # : XXXX ). During the initial phase of this dispute Citibank discontinued my AMEX as they advised they are no longer doing business with AMEX so WITHOUT MY CONSENT they converted my AAdvantage Citi Platinum Select AMEX card ending in XXXX to a AAdvantage  Citi Platinum Select MasterCard ending in XXXX. All charges were including the dispute was migrated from the AMEX to the MasterCard. I advised Citi I did not want the MasterCard nor was I consulted about change to another one of their cards. \n\nDuring the dispute, I was given a temporal credit during their investigation and which was later reversed by XXXX as they advised they did not have the money back from the event organizers so they could not refund me and the {$350.00} was put back on my card as a charge. \n\nCiti asked if I would like to appeal the decision which I did as I had XXXX 's e-mail advising I would be fully refunded due to event cancellation. On XX/XX/XXXX I advised them we will appeal. I was given a second temporal credit by Citi for the appeal which was also reversed by XXXX as they were investigating the appeal. On XX/XX/XXXX Citibank advised me we won our appeal and they successfully recovered the {$350.00} from the merchant. \n\nI then advised Citibank to close the account which has carried a {$0.00} balance for three months during the dispute and appeal process as I advised I intended to close the credit card upon the resolution of the appeal. On XX/XX/XXXX I received the {$350.00} deposited into my checking account with XXXX XXXX  and on XX/XX/XXXX I received my {$99.00} membership fee reimbursement as the card had renewed during the appeal. \n\nI received a letter dated XX/XX/XXXX confirming in writing that we successfully recovered {$350.00} from XXXX and refund has been awarded and that the investigation was now closed with no further action required of me. \n\nIn XX/XX/XXXX XXXX then reversed their refund of {$350.00} after my credit card was closed. Citibank never sent me any correspondence advising of this for 3 months. Until in XX/XX/XXXX, I received a debt collection call from Citibank in attempt to collect a debt for {$350.00}. I explain that was in result of an appeal vs XXXX in which we won, I was refunded and the card was closed with a {$0.00} balance. I asked Citibank on numerous occasions to produce this in writing to my home address which they still have not sent but call my cell # daily to advise of the debt which I do not owe. \n\nI filed a XXXX Complaint against XXXX and Citibank as both blame the other and while my credit score dropped -250 points from Excellent to Fair due to falsified and erroneous debt collection against me as XXXX advised they fully refunded Citibank and Citibank denying being refunded as they claim there was the 3rd reversals in XX/XX/XXXX. \n\nI had to dispute with both XXXX and XXXX due to the misreporting and damage this cause to my credit score as I was attempting to apply for a loan to purchase a home but the credit score search revealed all of this and I was denied. \n\nI will escalate this to a court of law as I'm well versed with the legal field as I have been a XXXX for over 10 years and have never missed a payment on any of my credit cards. I advised both XXXX and Citibank that they are committing fraudulent and unethical business practices and I will sue for all future attorney services, fees, filing costs etc. if they do not rectify this error that they both do not want accountability for while I'm a victim of consumer abuse and having my credit ruined in the process. \n\nPlease assist me with review of this complaint as I feel Citibank and XXXX are conducting irresponsible and unethical business practices and are wrongfully pursuing a debt that I do not owe. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2021-03-30T22:31:04.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"11370","tags":null,"has_narrative":true,"complaint_id":"4258491","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2021-03-30T21:42:12.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["I was given a second temporal credit by Citi for the <em>appeal</em> which was also reversed by XXXX as they were <em>investigating</em> the <em>appeal</em>. On XX/XX/XXXX Citibank advised me we won our <em>appeal</em> and they successfully recovered the {$350.00} from the merchant. \n\nI then advised Citibank to close the account which has carried a {$0.00} balance for three months during the dispute and <em>appeal</em> process as I advised I intended to close the credit card upon the resolution of the <em>appeal</em>."]},"sort":[16.363853,"4258491"]},{"_index":"complaint-public-v1","_id":"17007961","_score":16.329552,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Summary of the issue : I filed a PayPal Goods and Services payment dispute after being defrauded by an individual named XXXX XXXX, who presented himself as a business investor and consultant through XXXX XXXX XXXX. I paid him through PayPal under the Goods and Services option for a legitimate business service that was never delivered. Despite providing full evidence showing I received no service or refund, PayPal denied my claim, stating the transaction is not covered under the terms of PayPal Purchase Protection without explaining why. \n\nDetails : The payment was made through PayPals Goods and Services system, which explicitly advertises buyer protection for situations where a service or product is not received. However, PayPal closed my case and refused any appeal, claiming the transaction type was not covered, even though I clearly selected the Goods and Services option. This decision leaves consumers like me vulnerable to fraud, especially when PayPal markets its platform as secure for business transactions. \n\nWhat Ive done so far : Attempted to resolve directly with the seller no response or refund was provided. \n\nOpened a PayPal dispute case was denied without full consideration of the evidence. \n\nAttempted to appeal through PayPal Messaging they stated the case can not be appealed.\n\nPayPals denial contradicts their own published Buyer Protection policy and fails to protect users from fraudulent sellers using their platform. It also raises concern about how PayPal classifies Goods and Services transactions when a scam occurs, effectively removing the very protections customers rely on. \n\nRequested resolution : I am requesting that PayPal reopen and properly review my case, issue a full refund of the amount paid, and ensure XXXX XXXX / XXXX XXXX XXXX is investigated or restricted from further fraudulent activity on their platform. I also request that CFPB review PayPals handling of Goods and Services disputes to ensure consumers are not unfairly taken advantage of.","date_sent_to_company":"2025-11-05T02:22:25.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"53214","tags":null,"has_narrative":true,"complaint_id":"17007961","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-11-05T02:05:20.000Z","state":"WI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["However, PayPal <em>closed</em> my case and refused any <em>appeal</em>, claiming the transaction type was not covered, even though I clearly selected the Goods and Services option. 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