{"took":90,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":493,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"19981433","_score":27.926182,"_source":{"product":"Checking or savings account","complaint_what_happened":"I filed an ATM dispute with Wells Fargo on XXXXXXXX XXXX XXXXXXXX It has now been more then 14 business days. I have not received provisional credit and have not received written notice of an extended investigation. Under Regulation E, provisional credit is required within 10 business days if the investigation is not completed. I am requesting immediate provisional credit and compliance with federal regulations","date_sent_to_company":"2026-03-04T22:12:48.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10458","tags":null,"has_narrative":true,"complaint_id":"19981433","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-04T22:02:16.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I filed an ATM dispute with Wells Fargo on XXXXXXXX XXXX XXXXXXXX It has now been more then 14 <em>business</em> <em>days</em>. I have not received <em>provisional</em> <em>credit</em> and have not received written notice of an extended <em>investigation</em>. Under Regulation E, <em>provisional</em> <em>credit</em> is required <em>within</em> 10 <em>business</em> <em>days</em> if the <em>investigation</em> is not <em>completed</em>. I am requesting immediate <em>provisional</em> <em>credit</em> and compliance with federal regulations"]},"sort":[27.926182,"19981433"]},{"_index":"complaint-public-v1","_id":"16635971","_score":27.276619,"_source":{"product":"Checking or savings account","complaint_what_happened":"The rules around provisional credit for disputes on debit cards, like the Cash App XXXX XXXX, are governed by a federal regulation in the U.S. called Regulation XXXX ( XXXX XXXX ). \nHere 's a breakdown of the key points regarding provisional credit under XXXX XXXX for XXXX XXXX Transfer ( EFT ) errors, which includes unauthorized or incorrect debit card transactions : XXXX. XXXX XXXX : A financial institution has XXXX business days from receiving the notice of error to complete its investigation. \nXXXX. XXXX XXXX & XXXX XXXX : If the institution can not complete the investigation within those XXXX business days, it can take up to 45 days ( or 90 days in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new accounts ). \nCrucially, to use this extended timeframe ( beyond XXXX business days ), the institution must provisionally credit the consumer 's account in the amount of the alleged error within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the institution takes more than XXXX business days to investigate my dispute, they are generally required to issue a provisional credit within that XXXX window. \nIf they resolve the dispute within XXXX business days, they are not required to issue a provisional credit. \nWhat Cash App 's statement suggests : Cash App 's response ( \" XXXX credits aren't guaranteed or automatictimelines can vary ... '' ) is technically correct in that a credit isn't automatic if they can resolve the dispute quickly ( within XXXX business days ). However, if they need the full extended time ( up to XXXX or 90 days ), they are required by Regulation XXXX to issue the provisional credit within XXXX business days. \nMy situation : i filed the dispute on XX/XX/XXXX. \nIt is now XX/XX/XXXX. \nCounting business days ( XXXX, excluding federal holidays ), the XXXX window has passed by XX/XX/XXXX at latest. \nSince your dispute is \" still under review '' after the XXXX period, and they haven't issued provisional credit, they engaged in illegal tactics.","date_sent_to_company":"2025-10-16T11:33:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33027","tags":null,"has_narrative":true,"complaint_id":"16635971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-16T11:20:47.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX XXXX : A financial institution has XXXX <em>business</em> <em>days</em> from receiving the notice of error to <em>complete</em> its <em>investigation</em>. \nXXXX. XXXX XXXX & XXXX XXXX : If the institution can not <em>complete</em> the <em>investigation</em> <em>within</em> those XXXX <em>business</em> <em>days</em>, it can take up to 45 <em>days</em> ( or 90 <em>days</em> in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new accounts )."]},"sort":[27.276619,"16635971"]},{"_index":"complaint-public-v1","_id":"6818746","_score":26.447409,"_source":{"product":"Checking or savings account","complaint_what_happened":"This bank is not acting in accordance with Regulation E in the process of a debit card dispute. Their argument is that my claim reason is not eligible for a temporary credit under Reg E, which is false. The regulation broadly covers all types of ETFs from the account, with no particular exclusions.\n\nI will be attaching direct excerpts from the regulation below to explain the banks violations : EXERPT 1 ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. \n\nThe bank has not applied a provisional credit to my account after 10 business days. Instead, they have informed me that my claim is not covered under Regulation E, which is false and not explicitly stated in the regulation. \n\nEXERPT 2 An institution need not provisionally credit the consumer 's account if : A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\nThe institution did not request written confirmation, but I sent supporting documentation the same day I filed the claim, and confirmed it was received and attached by the bank. None of the other exceptions in this excerpt were satisfied by the bank. \n\nEXERPT 3 ( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made. \n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made. \n\nThe fund transfer was completed after 30 days of the first deposit to my account, and even if this condition was satisfied, the bank would be required to credit my account within 20 business days instead of 10. Again, none of the other exceptions are satisfied here for my specific account, but the bank is refusing to apply a provisional credit. \n\nThis bank is deliberately trying to get around the terms of Regulation E, which they are legally required to follow. They need to be held accountable by their regulators and apply the provisional credit to my account immediately. Further, I have supplied all required documentation ( dated credit slip from merchant proving credit was due ), so the bank should have no problem resolving the dispute in my favor promptly.","date_sent_to_company":"2023-04-10T22:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85257","tags":null,"has_narrative":true,"complaint_id":"6818746","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-04-10T22:00:12.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["and date of the <em>provisional</em> <em>crediting</em> and gives the consumer full use of the funds during the <em>investigation</em> ; ( iii ) Corrects the error, if any, <em>within</em> one <em>business</em> day after determining that an error occurred ; and ( iv ) Reports the results to the consumer <em>within</em> three <em>business</em> <em>days</em> after <em>completing</em> its <em>investigation</em> ( including, if applicable, notice that a <em>provisional</em> <em>credit</em> has been made final )."],"company":["<em>Credit</em> Karma, LLC"]},"sort":[26.447409,"6818746"]},{"_index":"complaint-public-v1","_id":"14197137","_score":26.285744,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I reported a fraudulent ATM withdrawal of {$700.00} from my Capital One account. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E 1005.11 ( c ), Capital One is required to investigate the claim within 10 business days, notify me of the results within 3 business days of completing the investigation, and either issue a permanent credit or a provisional credit within that timeframe. \n\nAs of today, XX/XX/XXXX at XXXX, it has been 10 business days. Capital One has not : Provided me with the results of the investigation ; Credited my account either provisionally or permanently ; Notified me that they are extending the investigation or providing provisional credit under the 45-day extension rule.\n\nI have not received any communication or updates regarding the claims status. This appears to be a clear violation of Regulation E and the EFTA. I am requesting immediate resolution, including the return of my {$700.00}, and any additional damages or remedies available under the law.","date_sent_to_company":"2025-06-20T15:34:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48125","tags":null,"has_narrative":true,"complaint_id":"14197137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-06-20T15:25:00.000Z","state":"MI","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E 1005.11 ( c ), Capital One is required to <em>investigate</em> the claim <em>within</em> 10 <em>business</em> <em>days</em>, notify me of the results <em>within</em> 3 <em>business</em> <em>days</em> of <em>completing</em> the <em>investigation</em>, and either issue a permanent <em>credit</em> or a <em>provisional</em> <em>credit</em> <em>within</em> that timeframe. \n\nAs of today, XX/XX/XXXX at XXXX, it has been 10 <em>business</em> <em>days</em>."]},"sort":[26.285744,"14197137"]},{"_index":"complaint-public-v1","_id":"13118397","_score":26.14289,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I initiated XXXX disputes with Navy Federal. On the companies website it states that if a determination is not made within 10 business days that a provisional credit may be applied. According to regulation XXXX on disputes, if a dispute investigation can not be completed within XXXX business days, they are required to issue a provisional credit. After speaking with Navy Federal I was told that my dispute does not fall under regulation e and that a provisional credit will not be allowed. We are at the XXXX business day mark and this is what I'm being told. This is outright illegal and false wording on their website does not explain this. I am submitting this complaint to try and receive a resolution for this dispute and hope to allow others to see how Navy Federal has blatant disrespect for the laws put in to protect consumers.","date_sent_to_company":"2025-04-22T17:10:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33578","tags":null,"has_narrative":true,"complaint_id":"13118397","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-04-22T17:00:09.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["On the companies website it states that if a determination is not made <em>within</em> 10 <em>business</em> <em>days</em> that a <em>provisional</em> <em>credit</em> may be applied. According to regulation XXXX on disputes, if a dispute <em>investigation</em> can not be <em>completed</em> <em>within</em> XXXX <em>business</em> <em>days</em>, they are required to issue a <em>provisional</em> <em>credit</em>. After speaking with Navy Federal I was told that my dispute does not fall under regulation e and that a <em>provisional</em> <em>credit</em> will not be allowed."],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"]},"sort":[26.14289,"13118397"]},{"_index":"complaint-public-v1","_id":"20497115","_score":25.925627,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, I reported unauthorized electronic fund transfers totaling {$7200.00} from my Cash App account after my phone was stolen. The funds were withdrawn to a card that I do not own and did not authorize. Cash App opened XXXX # XXXX. \n\nIt has now been over XXXX business days, and Cash App has failed to issue provisional credit, complete the investigation, or provide a written determination. \n\nUnder the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005.11 ), they are required to issue provisional credit within XXXX business days if the investigation is not complete. \n\nDespite multiple follow-ups, I have only received generic responses stating the investigation is ongoing. This is a continuing violation of federal law and is causing financial harm. \n\nI am requesting immediate provisional credit and full reimbursement of the unauthorized transactions.","date_sent_to_company":"2026-03-23T08:25:18.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30318","tags":null,"has_narrative":true,"complaint_id":"20497115","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-03-23T07:57:09.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It has now been over XXXX <em>business</em> <em>days</em>, and Cash App has failed to issue <em>provisional</em> <em>credit</em>, <em>complete</em> the <em>investigation</em>, or provide a written determination. \n\nUnder the Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005.11 ), they are required to issue <em>provisional</em> <em>credit</em> <em>within</em> XXXX <em>business</em> <em>days</em> if the <em>investigation</em> is not <em>complete</em>. \n\nDespite multiple follow-ups, I have only received generic responses stating the <em>investigation</em> is ongoing."]},"sort":[25.925627,"20497115"]},{"_index":"complaint-public-v1","_id":"18377642","_score":25.922579,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Violation of Regulation E - Failure to Issue Provisional Credit ( Claim # XXXX ) On XX/XX/XXXX, I reported unauthorized transactions totaling {$420.00} on my account ( Claim # XXXX ). \nUnder the Electronic Fund Transfer Act ( Regulation E ), the financial institution is required to investigate and resolve the error within 10 business days. If they can not complete the investigation in that time, they must issue a provisional credit to the consumer while the investigation continues. \nThe Timeline : Claim Filed : XX/XX/XXXX 10th Business Day Deadline : XX/XX/XXXX Current Date : XX/XX/XXXX The bank has failed to complete the investigation and has failed to issue the required provisional credit by the 10th business day. \nI have contacted customer service multiple times. They are attempting to delay payment by incorrectly classifying my established account as a \" New Account '' to extend the deadline to 20 business days ( XX/XX/XXXX ). My account has been open longer than 30 days ; therefore, they are not entitled to this extension. \nResolution Requested : I am requesting the immediate release of the {$420.00} provisional credit to my account as required by federal law, and for the bank to cease delay tactics.","date_sent_to_company":"2025-12-30T19:52:36.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"712XX","tags":null,"has_narrative":true,"complaint_id":"18377642","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2025-12-30T19:47:12.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Violation of Regulation E - Failure to Issue <em>Provisional</em> <em>Credit</em> ( Claim # XXXX ) On XX/XX/XXXX, I reported unauthorized transactions totaling {$420.00} on my account ( Claim # XXXX ). \nUnder the Electronic Fund Transfer Act ( Regulation E ), the financial institution is required to <em>investigate</em> and resolve the error <em>within</em> 10 <em>business</em> <em>days</em>. If they can not <em>complete</em> the <em>investigation</em> in that time, they must issue a <em>provisional</em> <em>credit</em> to the consumer while the <em>investigation</em> continues."]},"sort":[25.922579,"18377642"]},{"_index":"complaint-public-v1","_id":"14449252","_score":25.73006,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against navy federal credit union regarding their failure to complete an account investigation within the time frame required by federal law ( regulation E ) and refusal to provide provide provisional credit Details of my complaint Investigation into account begin on XX/XX/year>XXXX  Under federal regulations regulations, Navy Federal must complete the investigation within ten business days or provide provisional credit Details, but they have missed that deadline.\n\nDespite multiple visits to Navy Federal branches and numerous phone calls requesting resolution, Navy Federal has not released my funds or provisional funds to cover my bills They have also refused to close my account at my request This situation has left me without access to my own money and has jeopardized my ability to pay essential expenses I request that Navy Federal immediately release my funds or provide the required provisional credit, and a written explanation for why the investigation has not been completed within the legally mandated timeframe","date_sent_to_company":"2025-07-03T14:49:29.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"24017","tags":null,"has_narrative":true,"complaint_id":"14449252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-07-03T14:29:31.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I am filing a complaint against navy federal <em>credit</em> union regarding their failure to <em>complete</em> an account <em>investigation</em> <em>within</em> the time frame required by federal law ( regulation E ) and refusal to provide provide <em>provisional</em> <em>credit</em> Details of my complaint <em>Investigation</em> into account begin on XX/XX/year>XXXX  Under federal regulations regulations, Navy Federal must <em>complete</em> the <em>investigation</em> <em>within</em> ten <em>business</em> <em>days</em> or provide <em>provisional</em> <em>credit</em> Details, but they have missed that deadline."],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"]},"sort":[25.73006,"14449252"]},{"_index":"complaint-public-v1","_id":"17047026","_score":25.696823,"_source":{"product":"Checking or savings account","complaint_what_happened":"I filed a debit card dispute with Axos Bank about XX/XX/year> for an unauthorized or incorrect transaction. \n\nIt has been over 45 days, and the merchant has not responded. Despite this, Axos Bank has not provided me with a provisional credit as required by Regulation E ( 12 CFR 1005.11 ).\n\nUnder Regulation E, the bank must issue a provisional credit within 10 business days if the investigation is not yet complete, and must resolve the claim within 45 days.\n\nI have repeatedly contacted the bank, but they have not credited my account or provided a written explanation of the investigation results.\n\nI am requesting that Axos Bank immediately issue the provisional or final credit and provide written documentation of their findings, in compliance with Regulation XXXX.","date_sent_to_company":"2025-11-05T15:39:07.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"183XX","tags":null,"has_narrative":true,"complaint_id":"17047026","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2025-11-05T15:34:40.000Z","state":"PA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["It has been over 45 <em>days</em>, and the merchant has not responded. Despite this, Axos Bank has not provided me with a <em>provisional</em> <em>credit</em> as required by Regulation E ( 12 CFR 1005.11 ).\n\nUnder Regulation E, the bank must issue a <em>provisional</em> <em>credit</em> <em>within</em> 10 <em>business</em> <em>days</em> if the <em>investigation</em> is not yet <em>complete</em>, and must resolve the claim <em>within</em> 45 <em>days</em>.\n\nI have repeatedly contacted the bank, but they have not <em>credited</em> my account or provided a written explanation of the <em>investigation</em> results."]},"sort":[25.696823,"17047026"]},{"_index":"complaint-public-v1","_id":"21552741","_score":25.669981,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding Venmos handling of an unauthorized transaction made using my Venmo debit card. \n\nThe transaction in question was made on XX/XX/year> with merchant XXXX in the amount of {$580.00}. After noticing the unauthorized transaction on my monthly statement, it was reported to Venmo on XX/XX/year>. \n\nThe transaction in question was not authorized by me and was reported promptly. This transaction qualifies as an unauthorized electronic fund transfer under Regulation E. \n\nMore than 10 business days have passed since I reported the issue, and Venmo has not completed its investigation or issued provisional credit to my account. At the time of this writing, it has been 17 days since the issue was reported to Venmo. \n\nUnder Regulation E, financial institutions are required to provisionally credit a consumers account if an investigation into an unauthorized electronic fund transfer can not be completed within 10 business days. \n\nVenmo has failed to provide this provisional credit AND has not clearly explained why Regulation E does not apply in this case. Ive only been told that the issue has been escalated and that more time is needed to complete an investigation into the matter. My requests to have the provisional credit applied to my account while the investigation is ongoing have been ignored. \n\nThis delay has caused financial hardship due to restricted access to my funds.","date_sent_to_company":"2026-04-24T03:16:11.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"84045","tags":"Servicemember","has_narrative":true,"complaint_id":"21552741","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-24T02:49:44.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["More than 10 <em>business</em> <em>days</em> have passed since I reported the issue, and Venmo has not <em>completed</em> its <em>investigation</em> or issued <em>provisional</em> <em>credit</em> to my account. At the time of this writing, it has been 17 <em>days</em> since the issue was reported to Venmo. \n\nUnder Regulation E, financial institutions are required to <em>provisionally</em> <em>credit</em> a consumers account if an <em>investigation</em> into an unauthorized electronic fund transfer can not be <em>completed</em> <em>within</em> 10 <em>business</em> <em>days</em>."]},"sort":[25.669981,"21552741"]},{"_index":"complaint-public-v1","_id":"21553083","_score":25.593292,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding XXXX handling of a transaction I never received goods made using my Venmo debit card. \n\nThe transaction in question was authorized by me and was reported promptly. When goods were not received This transaction qualifies as an unauthorized electronic fund transfer under Regulation E. \n\nMore than XXXX business days have passed since I reported the issue, and Venmo has not completed its investigation or issued provisional credit to my account. \n\nUnder Regulation E, financial institutions are required to provisionally credit a consumers account if an investigation into an unauthorized electronic fund transfer can not be completed within XXXX business days. \n\nVenmo has either failed to provide this provisional credit or has not clearly explained why Regulation E does not apply in this case. \n\nI am requesting : XXXX ) Immediate issuance of provisional credit while the investigation continues XXXX ) A written explanation if Venmo believes Regulation E does not apply XXXX ) A full resolution of the unauthorized transaction This delay has caused financial hardship due to restricted access to my funds.","date_sent_to_company":"2026-04-24T03:28:49.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"84045","tags":"Servicemember","has_narrative":true,"complaint_id":"21553083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-24T03:18:39.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["More than XXXX <em>business</em> <em>days</em> have passed since I reported the issue, and Venmo has not <em>completed</em> its <em>investigation</em> or issued <em>provisional</em> <em>credit</em> to my account. \n\nUnder Regulation E, financial institutions are required to <em>provisionally</em> <em>credit</em> a consumers account if an <em>investigation</em> into an unauthorized electronic fund transfer can not be <em>completed</em> <em>within</em> XXXX <em>business</em> <em>days</em>."]},"sort":[25.593292,"21553083"]},{"_index":"complaint-public-v1","_id":"18981195","_score":25.498465,"_source":{"product":"Checking or savings account","complaint_what_happened":"I filed a dispute with SoFi Bank on XX/XX/year>XXXX  regarding an unauthorized debit transaction on my account in the amount of {$1300.00}. \nMore than 10 business days have passed since the dispute was submitted. SoFi Bank has not issued provisional credit, has not completed the investigation, and has not contacted me to request additional information or written confirmation. \nThis dispute is covered under the Electronic Fund Transfer Act ( Regulation E ). When a financial institution can not complete its investigation within 10 business days, Regulation E requires the institution to provide provisional credit, provided the consumer has met notice requirements. I have met all notice requirements and was never informed of any missing documentation. \nI have received no communication from SoFi Bank explaining the delay or the failure to issue provisional credit. \nI am requesting that SoFi Bank comply with Regulation E by immediately issuing the required provisional credit or providing a written explanation that complies with federal law.","date_sent_to_company":"2026-01-24T16:01:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"466XX","tags":null,"has_narrative":true,"complaint_id":"18981195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2026-01-24T15:42:35.000Z","state":"IN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When a financial institution can not <em>complete</em> its <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em>, Regulation E requires the institution to provide <em>provisional</em> <em>credit</em>, provided the consumer has met notice requirements. I have met all notice requirements and was never informed of any missing documentation. \nI have received no communication from SoFi Bank explaining the delay or the failure to issue <em>provisional</em> <em>credit</em>."]},"sort":[25.498465,"18981195"]},{"_index":"complaint-public-v1","_id":"18679052","_score":25.449677,"_source":{"product":"Checking or savings account","complaint_what_happened":"I reported an unauthorized debit card transaction totaling {$4900.00} to Axos Bank on XX/XX/year>. Axos confirmed receipt of my dispute, and the first business day of the investigation was XX/XX/year>. \n\nAs of today, this is the XXXX business day of the investigation. Axos Bank has repeatedly confirmed that : The dispute is still in review There has been no merchant response No additional documentation has been requested from me No written notice of denial has been provided Despite this, Axos Bank has not issued provisional credit, and customer service has stated that provisional credit is not guaranteed, even though the investigation is still ongoing. \n\nUnder Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution has not completed its investigation within 10 business days, it is required to provisionally credit the consumers account by the XXXX business day ( or within XXXX business days for certain new accounts ), provided no written denial has been issued. \n\nAxos Bank has also restricted and initiated closure of my account while this dispute is still open, preventing access to funds and creating additional financial harm, without providing a final determination or written explanation. \n\nAt this point, Axos Bank appears to be out of compliance with Regulation XXXX, as the investigation remains open on the XXXX business day with : No provisional credit issued No written denial No explanation for the delay I am requesting that Axos Bank : XXXX. Immediately issue the required provisional credit of {$4900.00} XXXX. Provide written confirmation of the dispute status and investigation timeline XXXX. Explain why provisional credit was not issued within the Regulation E timeframe XXXX. Ensure I have access to any credited funds despite the account closure","date_sent_to_company":"2026-01-13T13:47:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"283XX","tags":"Servicemember","has_narrative":true,"complaint_id":"18679052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2026-01-13T13:37:20.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution has not <em>completed</em> its <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em>, it is required to <em>provisionally</em> <em>credit</em> the consumers account by the XXXX <em>business</em> day ( or <em>within</em> XXXX <em>business</em> <em>days</em> for certain new accounts ), provided no written denial has been issued."]},"sort":[25.449677,"18679052"]},{"_index":"complaint-public-v1","_id":"4833195","_score":25.257246,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/21, there were a series of unauthorized transactions on my Wells Fargo Visa Debit Card amounting to {$7500.00} in total.\n\nWithin the same day, or no longer than 24 hours after the initial transactions had gone through, I called to report the unauthorized activity immediately.\n\nI was told by a claims specialist that Wells Fargo would \" promptly '' investigate the claim and that it would issue a provisional credit if it needed more time.\n\nAfter several follow up calls with Wells Fargo customer services reps and claims specialists, I was repeatedly informed that my claim was still under investigation. \n\nOn the XXXX and final business day, I logged onto my account and saw that my claims were closed with absolutely no explanation. \n\nI called and spoke with a claims rep and was told for the first time that my claims were now closed. \n\nI was told that my claims were being put under 'reconsideration '' and that the bank would need more time. This is in blatant violation of Regulation E.\n\nTime limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\n\n\n\n\n\nWhat happened here instead was, on the tenth and final business day before Wells Fargo would be required under law to provide a provisional credit, I beleive tthat this was done deliberately by Wells Fargo so as to avoid having to credit me while their investigation continues ( and had barely even begun ) I was then told that there was \" no way '' for Wells Fargo to issue a provisional credit despite the clear statutory law under a \" 45-day '' investigation period. Again, clearly contradictory to the statute.\n\nAdditionally, during my calls with various wells representatives regarding the present issue, I was given the impression that a special \" fraud department '' or \" claims specialist '' would need to receive notice directly. Again, in violation of the law : Notice to financial institution. \n\n( i ) Notice to a financial institution is given when a consumer takes steps reasonably necessary to provide the institution with the pertinent information, whether or not a particular employee or agent of the institution actually receives the information. \n\n( ii ) The consumer may notify the institution in person, by telephone, or in writing. \n\n\n\n\n-- -- Additionally, the way that Wells Fargo characterized my claim was a \" Do not remember or recognize charge. I specifically informed a claims rep during the initial that the transactions were unauthorized! \n\nAs you can also see, during my most recent call on XX/XX/21, additional time was needed because the claims rep needed more information - How could this be when my claim was already denied? \n\nHelp please thanks.","date_sent_to_company":"2021-10-21T10:59:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"900XX","tags":null,"has_narrative":true,"complaint_id":"4833195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-10-21T10:16:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["( ii ) Informs the consumer, <em>within</em> two <em>business</em> <em>days</em> after the <em>provisional</em> <em>crediting</em>, of the amount and date of the <em>provisional</em> <em>crediting</em> and gives the consumer full use of the funds during the <em>investigation</em>; ( iii ) Corrects the error, if any, <em>within</em> one <em>business</em> day after determining that an error occurred ; and ( iv ) Reports the results to the consumer <em>within</em> three <em>business</em> <em>days</em> after <em>completing</em> its <em>investigation</em> ( including, if applicable, notice that a <em>provisional</em> <em>credit</em> has been made final"]},"sort":[25.257246,"4833195"]},{"_index":"complaint-public-v1","_id":"18902872","_score":25.1437,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a debit card dispute with Capital One on XXXX XXXX for a debit card transaction. This dispute qualifies under Regulation E. Capital One did not complete the investigation within XXXX business days and did not issue provisional credit by XXXX XXXX. \n\nCapital One did not request any documentation or affidavit from me. When I contacted Capital One for a status update, I was told the investigation could take up to XXXX months. \n\nThis exceeds Regulations E timelines. Capital One has not provided provisional credit, a written denial, or a written explanation for withholding provisional credit. I am requesting compliance with Regulation E, Issuance of provisional credit, and a written explanation of the investigation timeline.","date_sent_to_company":"2026-01-21T21:11:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"75204","tags":null,"has_narrative":true,"complaint_id":"18902872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-21T20:44:41.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Capital One did not <em>complete</em> the <em>investigation</em> <em>within</em> XXXX <em>business</em> <em>days</em> and did not issue <em>provisional</em> <em>credit</em> by XXXX XXXX. \n\nCapital One did not request any documentation or affidavit from me. When I contacted Capital One for a status update, I was told the <em>investigation</em> could take up to XXXX months. \n\nThis exceeds Regulations E timelines. Capital One has not provided <em>provisional</em> <em>credit</em>, a written denial, or a written explanation for withholding <em>provisional</em> <em>credit</em>."]},"sort":[25.1437,"18902872"]},{"_index":"complaint-public-v1","_id":"18358455","_score":25.09401,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding Navy Federal Credit Unions failure to comply with the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ).\n\nUnauthorized electronic fund transfers were made from my checking account. I provided timely notice to Navy Federal Credit Union disputing these transactions as unauthorized.\n\nUnder Regulation E, Navy Federal was required to complete its investigation within 10 business days or, if the investigation was not completed within that timeframe, to provisionally credit my account for the full disputed amount while the investigation continued.\n\nMore than 10 business days passed after my notice. Navy Federal Credit Union did not complete the investigation and did not provide the required provisional credi\nt.\n\nAfter the statutory deadline passed, I sent Navy Federal Credit Union a written Regulation E violation notice and demand for immediate provisional credit. That written demand was delivered on XX/XX/XXXX. Despite receiving written notice of the violation, Navy Federal Credit Union still failed to provide provisional credit or otherwise cure the violation.\n\nAs of today, the disputed funds remain withheld. This failure constitutes a violation of the Electronic Fund Transfer Act and Regulation E.\n\nWhat harm did this cause?\n\nUnauthorized funds were removed from my account My account balance was reduced without authorization I incurred financial harm due to the withheld funds Navy Federal Credit Union failed to follow mandatory consumer protections required by law","date_sent_to_company":"2025-12-30T01:16:43.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"77338","tags":"Servicemember","has_narrative":true,"complaint_id":"18358455","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-12-30T01:07:56.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under Regulation E, Navy Federal was required to <em>complete</em> its <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em> or, if the <em>investigation</em> was not <em>completed</em> <em>within</em> that timeframe, to <em>provisionally</em> <em>credit</em> my account for the full disputed amount while the <em>investigation</em> continued.\n\nMore than 10 <em>business</em> <em>days</em> passed after my notice. Navy Federal <em>Credit</em> Union did not <em>complete</em> the <em>investigation</em> and did not provide the required <em>provisional</em> credi\nt."],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"]},"sort":[25.09401,"18358455"]},{"_index":"complaint-public-v1","_id":"18008789","_score":25.04404,"_source":{"product":"Checking or savings account","complaint_what_happened":"I filed a dispute with Citizens Bank on XX/XX/year> for an incorrect hotel charge. The hotel charged me in cash at check-in and later charged my Citizens card again. This is a duplicate billing error.\n\nIt has now exceeded 10 business days since I filed the dispute. Under Regulation E ( 12 CFR 1005.11 ), the bank is required to either complete the investigation within 10 business days or issue a provisional credit if more time is needed. Citizens Bank has not provided any provisional credit and has not provided any written notice of an extension. \n\nI have called Citizens Bank several times and no one will give me any status or information. They continue to tell me that they can not provide details. I have not received any letter, email, or notification regarding the investigation, provisional credit, or extension.","date_sent_to_company":"2025-12-01T19:24:00.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"19702","tags":null,"has_narrative":true,"complaint_id":"18008789","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2025-12-01T19:19:02.000Z","state":"DE","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["It has now exceeded 10 <em>business</em> <em>days</em> since I filed the dispute. Under Regulation E ( 12 CFR 1005.11 ), the bank is required to either <em>complete</em> the <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em> or issue a <em>provisional</em> <em>credit</em> if more time is needed. Citizens Bank has not provided any <em>provisional</em> <em>credit</em> and has not provided any written notice of an extension. \n\nI have called Citizens Bank several times and no one will give me any status or information."]},"sort":[25.04404,"18008789"]},{"_index":"complaint-public-v1","_id":"21066186","_score":24.967249,"_source":{"product":"Checking or savings account","complaint_what_happened":"PRODUCT : Checking or savings account SUB-PRODUCT : Checking account ISSUE : Problem with a purchase or transfer SUB-ISSUE : Charged for a purchase or transfer I did not make / did not receive COMPANY : Chime Financial , Inc. \n\n-- - On XX/XX/scrub> 2026, I filed a debit card dispute with Chime for a {$900.00} transaction related to a gaming service credit that was never delivered. The merchant was unresponsive to my attempts to resolve the issue directly and subsequently closed my account, making further contact impossible. \n\nI filed the dispute through the Chime app as a \" services not delivered '' claim under Regulation XXXX. \n\nChime denied my request for a provisional credit, stating the transaction \" was not fraud. '' However, Regulation XXXX ( XXXX XX/XX/XXXXXXXX ) requires provisional credit within XXXX business days for any error claim under investigation, not only fraud. Non-receipt of goods and services purchased via debit card is a covered error under XXXX XXXX Chime 's denial of provisional credit on that basis appears to violate federal requirements. \n\nAs of XX/XX/scrub> 2026, XX/XX/XXXX days have passed since I filed the dispute. I have not received a written final determination, a refund, or any provisional credit. Regulation XXXX requires that investigations of point-of-sale debit transactions be completed within XX/XX/XXXX days. \n\nTo summarize, Chime has : XXXX. Failed to issue provisional credit within XXXX business days of my dispute, in apparent violation of XXXXXX/XX/XXXXXXXX ( c ) ( XXXX ). \nXXXX. Failed to complete the investigation and provide a written determination within 90 days, in apparent violation of XXXX XX/XX/XXXX XXXX ( c ) ( XXXX ). \n\nI am requesting a full refund of {$900.00} and a written explanation of Chime 's investigation findings as required by law.","date_sent_to_company":"2026-04-08T20:43:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48316","tags":null,"has_narrative":true,"complaint_id":"21066186","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-04-08T20:35:20.000Z","state":"MI","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["As of XX/XX/scrub> 2026, XX/XX/XXXX <em>days</em> have passed since I filed the dispute. I have not received a written final determination, a refund, or any <em>provisional</em> <em>credit</em>. Regulation XXXX requires that <em>investigations</em> of point-of-sale debit transactions be <em>completed</em> <em>within</em> XX/XX/XXXX <em>days</em>. \n\nTo summarize, Chime has : XXXX. Failed to issue <em>provisional</em> <em>credit</em> <em>within</em> XXXX <em>business</em> <em>days</em> of my dispute, in apparent violation of XXXXXX/XX/XXXXXXXX ( c ) ( XXXX ). \nXXXX."]},"sort":[24.967249,"21066186"]},{"_index":"complaint-public-v1","_id":"7972056","_score":24.959791,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, I discovered that approximately {$37000.00} had been transferred from my Marcus by Goldman Sachs ( Goldman Sachs USA ) savings account beginning on XX/XX/2023 through XX/XX/2023. In each instance, {$1000.00} was transferred out of my account to an XXXX account at XXXX XXXX XXXX. It seems this activity was done to evade AML structuring monitoring as well as the reporting requirements. I did not authorize any of these XXXX transactions. I have completed the necessary WSUD forms as provided by Goldman Sachs within the 10 business day time-period. I have called several times to determine when a provisional credit would be issued in my savings account as it is now Day XXXX of the investigation. These calls have been futile at this point as Goldman Sachs ' employee do not understand the language of their own deposit agreement, which mirrors Regulation E. \n\nDespite our 10 calls to Marcus by Goldman Sachs, the bank refuses to issue a provisional credit to me despite its own Deposit Agreement stating that they will provide a provisional credit within 10 business days, if the investigation takes longer. I am consistently told that an internal review is ongoing and we do not issue provisional credits. I simply want my funds returned to me. \n\nPursuant, Regulation E ( 12 CFR Part 1005 ) of the Electronic Funds Transfer Act ( https : //www.consumerfinance.gov/rules-policy/regulations/1005/11/ ), the act states : ( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited.","date_sent_to_company":"2023-12-08T19:45:18.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"079XX","tags":null,"has_narrative":true,"complaint_id":"7972056","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2023-12-08T19:13:46.000Z","state":"NJ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["If the financial institution is unable to <em>complete</em> its <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em>, the institution may take up to 45 <em>days</em> from receipt of a notice of error to <em>investigate</em> and determine whether an error occurred, provided the institution does the following : ( i ) <em>Provisionally</em> <em>credits</em> the consumer 's account in the amount of the alleged error ( including interest where applicable ) <em>within</em> 10 <em>business</em> <em>days</em> of receiving the error notice."]},"sort":[24.959791,"7972056"]},{"_index":"complaint-public-v1","_id":"16069488","_score":24.861938,"_source":{"product":"Checking or savings account","complaint_what_happened":"Failure to Provide Provisional Credit Regulation E Violation I previously submitted a complaint regarding unauthorized transactions on my Bank of America account. Although the bank stated they reopened the investigation on XX/XX/year>, I still have not received the required provisional credit under Regulation E. \nRegulation E requires that if a financial institution can not complete its investigation within 10 business days, it must provide provisional credit to the consumer. I reported the fraud within 24 hours, and it has been well beyond that time frame. \n\nBank of America has failed to comply with this requirement, leaving me without access to over 50 % of my account balance. As a XXXX XXXX XXXXXXXX XXXX, this has placed significant hardship on me.","date_sent_to_company":"2025-09-22T14:48:42.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"22306","tags":null,"has_narrative":true,"complaint_id":"16069488","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-09-22T14:34:17.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Failure to Provide <em>Provisional</em> <em>Credit</em> Regulation E Violation I previously submitted a complaint regarding unauthorized transactions on my Bank of America account. Although the bank stated they reopened the <em>investigation</em> on XX/XX/year>, I still have not received the required <em>provisional</em> <em>credit</em> under Regulation E. \nRegulation E requires that if a financial institution can not <em>complete</em> its <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em>, it must provide <em>provisional</em> <em>credit</em> to the consumer."]},"sort":[24.861938,"16069488"]},{"_index":"complaint-public-v1","_id":"20616564","_score":24.794022,"_source":{"product":"Checking or savings account","complaint_what_happened":"Issue : Unauthorized transaction / Fraud / Failure to provide provisional credit Complaint : On XX/XX/year>, an unauthorized party gained access to my Cash App account and used it to purchase XXXX totaling {$2600.00}. I did not authorize this transaction. \n\nI reported the unauthorized activity to Cash App the same day ( XX/XX/year> ) and opened a fraud investigation. I was informed that I would receive a response within XXXX business days. They provided a case # XXXX. \n\nAs of today, more than XXXX business days have passed. Cash App has failed to : Provide any meaningful update on the status of the investigation Issue a provisional credit for the disputed amount Provide a timeline for resolution I have contacted Cash App multiple times and have only been told that the matter is still under investigation, with no additional details or action taken. \n\nUnder Regulation XXXX governing electronic fund transfers, I reported this unauthorized transaction promptly and am entitled to a timely investigation and provisional credit while the investigation is ongoing. Cash Apps failure to provide provisional credit or complete the investigation within the required timeframe appears to be a violation of these requirements. \n\nThis transaction was the result of unauthorized access to my account, not an authorized purchase. The fact that the funds were used to purchase XXXX does not change the unauthorized nature of the transaction.","date_sent_to_company":"2026-03-26T13:41:41.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"20616564","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-03-26T13:19:33.000Z","state":"IL","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under Regulation XXXX governing electronic fund transfers, I reported this unauthorized transaction promptly and am entitled to a timely <em>investigation</em> and <em>provisional</em> <em>credit</em> while the <em>investigation</em> is ongoing. Cash Apps failure to provide <em>provisional</em> <em>credit</em> or <em>complete</em> the <em>investigation</em> <em>within</em> the required timeframe appears to be a violation of these requirements. \n\nThis transaction was the result of unauthorized access to my account, not an authorized purchase."]},"sort":[24.794022,"20616564"]},{"_index":"complaint-public-v1","_id":"14539697","_score":24.7894,"_source":{"product":"Checking or savings account","complaint_what_happened":"About a month ago, I filed a fraud claim with Bank of America for unauthorized debit card transactions. The bank initially denied my claim before the 10-business-day investigation period ended. After I filed a complaint with the CFPB, Bank of America reopened the claim. \n\nI proactively submitted a new written statement to Bank of America on XX/XX/XXXX to support my claim, even though they did not explicitly request it. Despite this, the 10-business-day investigation period ended on XX/XX/XXXX, and I have not received any provisional credit or a clear resolution. \n\nBank of America has stated they will not issue a provisional credit because the claim was reopened, but Regulation E ( 12 CFR 1005.11 ( c ) ) requires that provisional credit be provided if the investigation is not completed within 10 business days, regardless of reopening status.\n\nI am requesting CFPBs assistance to ensure Bank of America complies with federal regulations and issues the required provisional credit promptly.","date_sent_to_company":"2025-07-09T20:45:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90037","tags":null,"has_narrative":true,"complaint_id":"14539697","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-09T20:42:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Bank of America has stated they will not issue a <em>provisional</em> <em>credit</em> because the claim was reopened, but Regulation E ( 12 CFR 1005.11 ( c ) ) requires that <em>provisional</em> <em>credit</em> be provided if the <em>investigation</em> is not <em>completed</em> <em>within</em> 10 <em>business</em> <em>days</em>, regardless of reopening status.\n\nI am requesting CFPBs assistance to ensure Bank of America complies with federal regulations and issues the required <em>provisional</em> <em>credit</em> promptly."]},"sort":[24.7894,"14539697"]},{"_index":"complaint-public-v1","_id":"20118233","_score":24.72112,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint against Cash App ( Block , Inc. ) for failure to properly investigate a dispute and failure to issue provisional credit as required under Regulation E/ the Electronic Fund Transfer Act. \n\nOn XX/XX/XXXX, I purchased products from a fraudulent merchant ( XXXX XXXX ) that arrived defective. I immediately contacted the merchant for a full refund of {$120.00} and was refused. I then opened a formal dispute with Cash App right away on XX/XX/XXXX. \n\nAs of today, this dispute has still not been resolved. When I followed up with Cash App on XX/XX/XXXX, first via phone, then through the Cash App chat where a representative named XXXX admitted that the dispute had been lost or mishandled in their system meaning no investigation was meaningfully conducted. I forwarded this information to XXXX, XXXX, and XXXX via email. I have received no provisional credit during this extended delay, which violates Cash App 's obligations under Regulation E, which requires : An investigation completed within 10 business days A provisional credit issued if the investigation exceeds 10 business days Full resolution within 45 days This dispute has now been open for several months with no resolution, no provisional credit, and an admission by Cash App staff that it was lost in their system. This is a textbook violation of Regulation E.\n\nI am aware that the CFPB took action against Block/Cash App in XX/XX/XXXX for exactly these practices failing to investigate disputes and withholding provisional credits and ordered up to {$120.00} XXXX in consumer redress. My situation appears to fall directly within the scope of that enforcement action. \n\nI have documentation of the original purchase, the defective product, my dispute filing, and the merchant 's refusal to issue a full refund, available upon request.\n\nI am requesting : 1. A full investigation into my dispute immediately 2. Issuance of provisional credit while the investigation is completed 3. A full refund for the defective product 4. Review of whether I qualify for redress under the XX/XX/XXXX CFPB consent order For reference the CASE NUMBER is : XXXX","date_sent_to_company":"2026-03-10T04:29:46.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"78230","tags":null,"has_narrative":true,"complaint_id":"20118233","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-03-10T04:02:34.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I have received no <em>provisional</em> <em>credit</em> during this extended delay, which violates Cash App 's obligations under Regulation E, which requires : An <em>investigation</em> <em>completed</em> <em>within</em> 10 <em>business</em> <em>days</em> A <em>provisional</em> <em>credit</em> issued if the <em>investigation</em> exceeds 10 <em>business</em> <em>days</em> Full resolution <em>within</em> 45 <em>days</em> This dispute has now been open for several months with no resolution, no <em>provisional</em> <em>credit</em>, and an admission by Cash App staff that it was lost in their system."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[24.72112,"20118233"]},{"_index":"complaint-public-v1","_id":"18044358","_score":24.645409,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Venmo failed to follow federal Regulation E requirements.\n\nI reported six unauthorized charges from XXXX. XXXX confirmed in writing that the charges were not mine. I submitted all documentation immediately. \n\nVenmo did NOT complete the investigation within 10 business days, did NOT issue a provisional credit, and did NOT respond to my escalation email. I have screenshots of all communication. \n\nI am requesting enforcement of Regulation E and immediate issuance of a provisional credit.","date_sent_to_company":"2025-12-03T20:04:54.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"547XX","tags":null,"has_narrative":true,"complaint_id":"18044358","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-12-03T19:48:16.000Z","state":"WI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Venmo did NOT <em>complete</em> the <em>investigation</em> <em>within</em> 10 <em>business</em> <em>days</em>, did NOT issue a <em>provisional</em> <em>credit</em>, and did NOT respond to my escalation email. I have screenshots of all communication. \n\nI am requesting enforcement of Regulation E and immediate issuance of a <em>provisional</em> <em>credit</em>."]},"sort":[24.645409,"18044358"]},{"_index":"complaint-public-v1","_id":"16226676","_score":24.64027,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, an authorization hold of {$59.00} was placed on my Ally Bank checking account using my debit card ending in XXXX for a transaction with XXXX XXXX XXXX XXXX This authorization hold was never processed as a completed transaction and was never released back to my available balance, effectively removing {$59.00} from my account without authorization. \nOn XX/XX/year>, I filed a formal Regulation XXXX electronic fund transfer error claim with Ally Bank through their secure messaging system. Under federal law ( XX/XX/XXXXXXXX ), banks must either : XXXX. Complete investigation and resolve within XXXX business days, OR XXXX. Provide provisional credit within XXXX business days while completing investigation within XXXX calendar days What did the company do wrong? \nREGULATORY VIOLATIONS : XXXX. MISCLASSIFICATION OF CLAIM : Ally Bank incorrectly classified my Regulation XXXX electronic fund transfer error as a \" CFPB complaint, '' applying a XXXX-day timeline instead of the required XX/XX/XXXX-business-day Regulation XXXX timeline. \nXXXX. FAILURE TO INVESTIGATE : Failed to initiate proper Regulation XXXX investigation as required by XXXX XXXX XXXX ( c ) ( XXXX ). Instead, they assigned it to general \" XXXX Customer Relations '' rather than a Regulation XXXX compliance officer. \nXXXX. FAILURE TO PROVIDE PROVISIONAL CREDIT : Failed to provide mandatory provisional credit of {$59.00} as required by XXXX XXXX XXXX ( c ) ( XXXX ) when they could not complete investigation within XXXX business days. \nXXXX. IMPROPER PROCEDURES : Demonstrated fundamental misunderstanding of federal banking regulations by their customer service staff, indicating systemic compliance failures. \nTIMELINE OF VIOLATIONS : XX/XX/year> : Unauthorized hold placed and never resolved XX/XX/year> : Formal Regulation XXXX claim filed ( XXXX deadline ) XX/XX/year> : Categorized my request as a Transaction Dispute In error and willful neglect XX/XX/year> : Bank responded with incorrect regulatory framework as a CFPB complaint in error and willful neglect of all facts. \nXX/XX/year> : I sent corrective notice explaining proper Regulation XXXX requirements XX/XX/year> : Bank responded with incorrect regulatory framework as a CFPB complaint again, ignoring critical facts and details of my notices, XX/XX/year> : Regulatory deadline pending - Bank remains in violation [ Current Date ] : No provisional credit provided, no proper investigation completed","date_sent_to_company":"2025-09-29T04:19:07.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89433","tags":null,"has_narrative":true,"complaint_id":"16226676","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2025-09-29T03:37:54.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["<em>Complete</em> <em>investigation</em> and resolve <em>within</em> XXXX <em>business</em> <em>days</em>, OR XXXX. Provide <em>provisional</em> <em>credit</em> <em>within</em> XXXX <em>business</em> <em>days</em> while <em>completing</em> <em>investigation</em> <em>within</em> XXXX calendar <em>days</em> What did the company do wrong? \nREGULATORY VIOLATIONS : XXXX. MISCLASSIFICATION OF CLAIM : Ally Bank incorrectly classified my Regulation XXXX electronic fund transfer error as a \" CFPB complaint, '' applying a XXXX-day timeline instead of the required XX/XX/XXXX-<em>business</em>-day Regulation XXXX timeline. \nXXXX."]},"sort":[24.64027,"16226676"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":493,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":493}]}},"product":{"doc_count":493,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":334,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":309},{"key":"Other banking product or service","doc_count":20},{"key":"Savings account","doc_count":5}]}},{"key":"Money transfer, virtual currency, or money 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