{"took":162,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":29,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14076582","_score":26.40528,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am submitting another complaint that should be final I keep complaining I don't know why nothing is being resolved in the sense of matter because all my information is given and the company keeps giving me false information something they provided was all false information nothing on the information that was given to me was correct all made up because I requested information that was very important and I had proof of all this already from before and it was all made up and given to me when in fact it never existed and it was just created so now I am finally I hope this is the last complaint and it's pretty hard to do all this already and quite exhausting of providing all this information and not getting help from this company so now I finally got some information that should prove all the transactions were all unauthorized and money was stolen from me and here I am giving the final information that could could give me my money back already and I would like to get it back and not keep complaining all the time and sending in these reports because these are just exhausting already telling someone that this is not right and they're lying now or they keep going backwards and in circles it seems like the company is not helping in fact making the situation even worse I think so the outcome was they didn't investigation was all false and I have proof for that and now I'm complaining again by your system I knew that this is going to be a headache and headache all over but okay it just seems the company does not want to give back my money driving me insane and I hope this is a final complaint then someone can escalate this to people that are not dealing with at the moment but let them hear that an investigation was done before in 2021 I had money refunded but nobody looked into back dates and I am looking into the back dates and I would like to get the rest of the money that was stolen for me refunded so here I am providing two accounts statements that show proof that this was done and I was refunded already and that has to be reopened very easily on my what I think should be easy and for people to see that this was already done and look into the back dates of the transactions thank you","date_sent_to_company":"2025-06-15T05:17:14.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"11235","tags":null,"has_narrative":true,"complaint_id":"14076582","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-06-15T05:09:47.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["company does not want to give back my <em>money</em> driving me insane and I hope this is a final complaint then someone can escalate this to people that are not dealing with at the moment but let them hear that an <em>investigation</em> was <em>done</em> <em>before</em> in 2021 I had <em>money</em> <em>refunded</em> but <em>nobody</em> <em>looked</em> into back dates and I am <em>looking</em> into the back dates and I would like to get the rest of the <em>money</em> that was stolen for me <em>refunded</em> so here I am providing two accounts statements that show proof that this was <em>done</em> and I"],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[26.40528,"14076582"]},{"_index":"complaint-public-v1","_id":"7587465","_score":21.791327,"_source":{"product":"Prepaid card","complaint_what_happened":"On XX/XX/2023 there was a fraudulent charge in my account made for {$240.00} I noticed the charge the same day and contacted the money Network to let them know. They canceled and blocked my card immediately. Then they sent me a new card and told me that they would be looking into it and that I needed to give them 45 days to do so. They did not provide me with a provisional credit for that amount in the meantime nor did they ever try to do a chargeback to the merchant. So I contacted the merchant and the merchant try to issue a refund but it kept declining the refund. They have been trying to do a refund but money Network since XX/XX/2023 but money Network a division of Fiserv has been declining to accept the money that the merchant is trying to return. They said that they will be mailing me some papers to fill out that I needed to return I filled them out and faxed them over. I called several days later was told that the fax was received and someone was looking into it only to later be told that they never received my paperwork. My paperwork was faxed to them on XX/XX/2023. Since XX/XX/XXXX they have continually denied my claim. They keep insisting that the merchant is trying to charge me additional charges for the same amount and has done so or attempted to do so approximately the last 7 months sometimes over five times in a month but when I contact the merchant the merchant is telling me they are trying to issue the refund but the bank has put a block on the merchant so that they are unable to do so. They never contacted the merchant never gave me a provisional credit haven't closed this issue for me and refuse to resolve it and now they're telling me that I have to contact the merchant and have the merchant write me a letter with a signature on it that says that they want to return the money to me. This is not my job this is their job. I have appealed and they continue to deny my appeal saying that I need to provide them with a letter from the merchant that says that he wants to return my money despite the fact that the merchant has already attempted to issue me a refund over nine times but because they put some kind of block on the card that was used he is unable to do so. This has been ongoing since XX/XX/2023 and it is currently XX/XX/2023. Now I've been informed that they can't do a chargeback anymore because they can only do a chargeback for 120 days and this issue continues to go on. Nobody there seems to know what's going on nobody knows what their job is. They have never investigated they have never reached out to the merchant they literally have just continually deny my claim. I find myself calling them every single week asking them for an update and the only thing that they're telling me right now is unless the merchant writes me a letter that says that I deserve to have my money back that they're not going to do anything which is no different than what they've already done because they seriously haven't done anything. According to the law they were supposed to investigate the issue and provide me with a provisional credit for the amount that was fraudulently charged to my account. And I was supposed to be given access to the funds if they were to investigate it for 45 days. Which is the time limit I was given when I reported the charges. Or they were supposed to have this case closed within 10 days. Neither one of those things have been done. I have not received my credit and it's going on 7 or 8 months now that I'm fighting with this company trying to get my money back and they literally will do nothing. I don't know who else to contact this is seriously out of hand. I've never ever had to deal with a bank like this before where I was charged fraudulent charges. It's like they seriously want me to do their job for them I have to reach out to the merchant to ask them to return my money or give the bank ideas on how to get my money back. I know it may not seem like a big deal to them it's only {$240.00} for me right now that's a lot of money and I have kids to feed and I am frankly tired of waiting and someone needs to fix that. I have also attempted to file several complaints to their company but like I said no one has reached out to me no one has given me an explanation as to why they're denying my claim no one has told me anything all I've been told is that it is not their job to contact the merchant to ask him to do a refund apparently that's my job to provide them with proof that the merchant wants to return the money to me I don't understand it so I'm running to you hoping that maybe you can help me deal with this company because seriously I have no idea what to do anymore this is literally causing me unnecessary stress.","date_sent_to_company":"2023-09-21T13:03:55.000Z","issue":"Problem with a purchase or transfer","sub_product":"Payroll card","zip_code":"242XX","tags":null,"has_narrative":true,"complaint_id":"7587465","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2023-09-21T12:34:21.000Z","state":"VA","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["<em>Nobody</em> there seems to know what's going on <em>nobody</em> knows what their job is. They have never <em>investigated</em> they have never reached out to the merchant they literally have just continually deny my claim."]},"sort":[21.791327,"7587465"]},{"_index":"complaint-public-v1","_id":"1454787","_score":20.862846,"_source":{"product":"Money transfers","complaint_what_happened":"I made a payment of {$1200.00} via Western Union. I was charged a fee of {$93.00} to make a payment from the XXXX to XXXX. {$1300.00} was the total, including the transfer fee that Western Union charges. This was on XX/XX/XXXX. I am writing this on XX/XX/XXXX. Almost a year later. \n\nThe person I was making the payment to could not pick up the funds that day, and we decided it was best to cancel and complete via another avenue given that my client was traveling and would not be in that XXXX for long and Western Unions tend to be closed early over there. Honestly, it just did not work out that day. \n\nSince I made the payment in CASH, and I have dealt with Western Union before ( long time customer ), I thought getting a refund on the same day, back from the agent where I had made my CASH payment, would have been a trivial thing. For I have done exactly the same before. \n\nThe first thing I am told is that the {$93.00} would not be refunded to me. Which I found ridiculous in itself. Then I was told I would be given a check, because that the agent location did not have {$1200.00}. Even at this point, I reasoned and tried to look at it positively. I was given XXXX checks, signed by western union. XXXX of them was for {$1000.00} and the XXXX one was for {$270.00}. XXXX checks, I was told, because the largest they can write checks for is $ XXXXAfter speaking with the cash agent location, having them call WU, and WU kept saying to call back between 24-48hrs because there check department was independent from their customer service. Which makes no sense. the agent location by my house called them weekly and weekly they said they would call us back with a resolution. \n\nEvery single time I 've called, i 've had to first give my MTCN number, which then the customer service rep says is not in the system..I then have to explain to them it was a refund that was given and withdrawn from my account, after maybe XXXX minutes of them trying to help, I get transferred, exactly the same thing happens, they have NO CLUE where to find the transaction, then I get transferred to someone else. which at this point they find the transaction, and open a new investigation and am told that I would be called back in XXXX hrs. I always tell them I already had an investigation and nobody has called. At which point they go on to open a new XXXX anyway because they have no way of helping me either. so every time I call, I spend XXXX mins if i 'm lucky .... just to get to someone who finds the case on their computer, and reopens an \" investigation ''. Nobody ever called me back. I 've been given other refunds for other transactions, but I 've never been contacted by western union regarding this XXXX particular refund. Over XXXX calls7 months ago I thought the amount of time I was spending trying to resolve this matter was reaching the total amount I was owed anyway. And I reasoned that Western Union, with due time.. actually complete their \" investigation '' and refund me my money. However almost a year later, and I have lost all hope. I will now take the appropriate steps to recovering my money, even if that means bringing Western Union to a small claims court because a XXXX later. this is just complete wreck of their moral compass for conducting business. \n\nSo at this point, I 've lost the {$93.00} ( wu fee ) + the {$24.00} ( bank fee ) + {$1200.00} ( attempted money transfer which I never saw again ), a grand total of {$1300.00}. That number is still not even correct because it fails to factor in a year of un-accounted accumulated compounded interest because this whole time Western Union has held on to my funds, has invested, and paid to investor time and time again, but has failed to address the money it owes to me. Western Union has the ability to make a payment from XXXX part of world to another in a few seconds, I still do n't understand why it has taken this long for money to be refunded.","date_sent_to_company":"2015-07-07T16:45:19.000Z","issue":"Other transaction issues","sub_product":"International money transfer","zip_code":"08901","tags":null,"has_narrative":true,"complaint_id":"1454787","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WESTERN UNION COMPANY, THE","date_received":"2015-07-07T16:45:17.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I always tell them I already had an <em>investigation</em> and <em>nobody</em> has called. At which point they go on to open a new XXXX anyway because they have no way of helping me either. so every time I call, I spend XXXX mins if i 'm lucky .... just to get to someone who finds the case on their computer, and reopens an \" <em>investigation</em> ''. <em>Nobody</em> ever called me back. I 've been given other <em>refunds</em> for other transactions, but I 've never been contacted by western union regarding this XXXX particular <em>refund</em>."],"product":["<em>Money</em> transfers"],"sub_product":["International <em>money</em> transfer"]},"sort":[20.862846,"1454787"]},{"_index":"complaint-public-v1","_id":"14840584","_score":16.279148,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'Your first instinct is gonna be to not believe this, but Im telling you its true and Im scared. If I call the police, theyll arrest me. I just know it and I dont have any choice but to just tell yall, I dont think youll arrest me. I made an order at XXXX  For a grocery pick up order one printer, one coffee and a care plan for the printer when I went to complete the order and pay with PayPal, it told me the items would be deleted and basically the grocery order was gonna go through, but not the items for shipping. OK so I clicked to pay I had no auto pay for XXXX  even though they havent listed as my credit card, but that was actually taken off auto pay from that credit card in XXXX  XXXX. And thats not how Ive been paying and thats not how I even manage my bills at all its not my style. I made sure my preferred bank card was set for XXXX XXXX XXXX  and I double check on this because Ive seen them put me on automatic payments for stuff before when theres no reason to have a specific credit card or payment method assigned to it because its not a subscription. I made sure look and I get 3% online shopping rewards from my credit card, so thats what I wanted to use. I spoke to XXXX  on the XXXX  about a completely different charge on a different credit card not even associated with XXXX  and didnt know what had happened yet. She started issuing refunds. I really didnt pay much attention. But in the morning I looked at my bank account and I was missing $XXXX  oh my XXXX  I got on PayPal and found out that they took money from my bank account and gave it to XXXX  and created a whole order of a box of coffee and printer that I didnt order with the care plan. I double checked to make sure that stuff wasnt there and I did not order that stuff. It completed, which is the grocery order. I looked. It was was left for shipping and it said the box of coffee and Im like well. Why dont I just get whats in stock and then Ill pick it up with my grocery order. So thats what I did. I have no reason to order two printers and two care plans. So iMessage PayPal and tell him they werent authorized to use my bank account and Im freaking out so I called my bank and they investigated it and they refunded my money. Well, XXXX  issued I dont know like $XXXX  at the refund themselves and then PayPal refunded the whole thing so at that point, I guess I had XXXX  extra, but I didnt notice it and less just last night. I noticed the issued another refund into my account again. I was really thinking I have a lot of money not realizing thats what was happening. I dont know if it was an accident or if they intended to charge me again and that they had so they were refunding that too. Because each of those printer orders, including the one that had a box of coffee on, it had two charges a piece assigned to them. I feel like they were really getting ready to take me again and maybe they got ahead of themselves and refunded me thinking theyd already done it. I dont know. The sad thing is I emailed Walmart about it. I told them to reroute the order. I showed them pictures through email. With signs on my door both front doors no deliveries from XXXX. Ill be XXXX. They deliver them anyway. Ive talked to XXXX  a couple times well three if you can through email because I did it that way to you one by phone one by email and one by XXXX. Everybody says they wanna help me to have told me Im getting return shipping labels but they dont give them to me cause Im like I didnt pay for this. I dont want it. I did want one printer when your plan in, but I didnt want to pay with my banking account. Theyre messing up my bill money. But theyre still sitting here in boxes along with the coffee if nobody steals in front of me before then because people be stealing from me to you and hacking me and Im lucky to have anything left of evidence that this happened because now Im locked out on the web browser which is the only way I found out now they have me owing them XXXX  something dollars, but it doesnt just stop there. I cant see this on my app only in the web browser. Once I get to the web browser and view open disputes they decide being the cases and the sellers favor the two biggest ones giving XXXX  until XXXX  XXXX  if XXXX  XXXX  to respond. Theyve already decided in their favor and it says I can dispute it but theres nowhere to dispute it and that wouldnt work anyway. They said my bank unauthorized bank reversal. I checked my account. Its not the first time theyve done it and these dont say that they paid for something at Walmart or wherever they took it and paid it to you. They say transferred to Julie Thomas, but then it subtracted from my balance because Im thinking if its coming from PayPal to me the only time I transfer anything to PayPal is my rewards which hasnt been much. I am completely beside myself. Nobody will even let me return them online. It says I have till XXXX XXXX  to return them but then when I click in, they wont let me start a return it says its not eligible for return due to other Walmart policies. I had a chat with a guy. Im like you know hey I got a refund for these so I didnt pay for them. I dont wanna keep them unless youre trying to give them to me because I didnt pay for them so please just you know let me get them return to you in a way this trackable. I said this to three people nobodys giving me a shipping label. I didnt know how to address the extra money they put in my account because I dont wanna put my cards back in there the day I discovered they did that I deleted everything off there. It wouldnt let me delete one. I didnt want to delete that one cause then Id have to delete my whole account and I wanted to be able to see what they were doing just to make sure and I was right because they are doing some shady stuff in the background. I know PayPal is not supposed to be inside. The bank is wrong to do the reversal and its obviously wrong PayPal and XXXX  have two different times listed for the order creations. PayPals are around one and XXXX  transactions are listed for four something. I see twice they use my bank account to pay for my meds and once they used it to send to XXXX, but at first, when I looked, it didnt even say that it just wasnt anywhere. They put it on my statement without a prior authorization. I guess they were slipping because they put it on the other ones even though they didnt have it, its obvious its not the way I pay. I also dont ever have a PayPal balance if I dont get it from rewards and Ive only had money sent to me from one person that was years ago. The only information I got from them is they did it by instant transfer from me while awaiting the ACH deposit from my bank. Well, I guess they think Im XXXX  because in order to do an instant transfer, it has to come from your debit card. ACH is only come from your bank account and I dont have PayPal credit. Thats a whole Nother story because they took my payments from me and closed my account and told me I still owe them money and they had it the whole time then they refunded me $XXXX  back in air and then I had to give it back to them. I just know I dont wanna authorize use of my bank account to them and I gotta figure it out whats the best course of action Ill be calling my bank today after my dentist appointment I guess this is all making me very unhealthy, but Im telling you I think these people are just a handful of my hackers. I got some transactions that I went through scrolling through before they locked me out online and the ones that the second order and I may be saying this wrong because I cant look at all this and do all this at the same time but anyway the people who ordered the big order and did some of the transactions with the same service used to pay my PayPal credit when I had it and I only use that a couple times and by the way I think they didnt even run it to you that I did on there for $XXXX. I actually kept watching to make sure it came out because they said they didnt get it and they didnt get it within a week so I sent it to them so they had it the whole time. So Im gonna give you what I got and youre gonna have to do your best to make sense of it because its not right. I know your instincts gonna be not to believe a legitimate business would do that, but Im telling you it would be did it because this is not my mo at all. Its not how I managed my money. Id always put the longest time paid with my credit card and then paid it off at the end of the month unless it was 0% interest. I dont ever keep a balance unless its 0% thats me. I try to keep my credit good. It seems very hateful. I feel like theres something else Im supposed to say and man I wish youd reach out to me because I have probably more than Im gonna get you now cause Im XXXX  and just gonna try to unload it while I still have something left on one of my phones im telling Im supposed to go to XXXX  XXXX today because I reported to XXXX  a couple issues but the last one was that someone hacked me and had my name listed as XXXX  XXXX  with my picture and my address but a different phone number. I know thats not who it was. Its just a pretend, but definitely make it obvious somebody was hacking me. I already knew they were in XXXX  for a long time. Whoever all these people are, I knew there was more than one for sure cause it was way too XXXX. I need your help. I dont want to keep this merchandise that I didnt pay for. Theyre not making it possible for me to bring it back. I dont wanna show up with it and I dont wanna call the police because theyre not very helpful either and Im afraid though arrest me.'","date_sent_to_company":"2025-07-23T17:19:25.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"401XX","tags":null,"has_narrative":true,"complaint_id":"14840584","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-07-23T15:50:07.000Z","state":"KY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["So iMessage PayPal and tell him they werent authorized to use my bank account and Im freaking out so I called my bank and they <em>investigated</em> it and they <em>refunded</em> my <em>money</em>. Well, XXXX  issued I dont know like $XXXX  at the <em>refund</em> themselves and then PayPal <em>refunded</em> the whole thing so at that point, I guess I had XXXX  extra, but I didnt notice it and less just last night. I noticed the issued another <em>refund</em> into my account again."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"]},"sort":[16.279148,"14840584"]},{"_index":"complaint-public-v1","_id":"8197191","_score":15.761396,"_source":{"product":"Checking or savings account","complaint_what_happened":"Short story : I am an XXXX XXXX XXXX woman who had to move when I became sick. I am contacting the CFPB because Wells Fargo Bank has still not issued a refund on a cashier 's check that has already been confirmed to not have been cashed. It has been 8 months since the check was issued and my daughter ( the secondary on the account ) and I have spent so much time on the phone with Wells Fargo and it feels we are no closer to getting a resolution. \nFull story : I became very sick and hospitalized where I lived in XXXX, WA. So my daughter came and helped me move to Michigan where she lives and can help me. \nOn XX/XX/2023 she and I went to the branch office of Wells Fargo bank closest to my old apartment ( XXXX, WA ) to close my account before moving to Michigan ( where there are no Wells Fargo banks ). I was able withdraw the funds in my account as a cashier 's check. I was told, however, that we could not close the account there, that we would have to go across town to another branch or try to close the account by calling a phone number they provided. Our flight left the following day and we did not have time to go across town. After several phone calls tand hours of her time, my daughter finally managed to get the account closed around XXXX. \nIn the meantime, in moving I lost the cashier 's check that the branch office had issued to me on XX/XX/2023 for more than {$3000.00}. I went to my new XXXX XXXX in MIchigan to deposit it, but found I only had the top portion of the cashier 's check ( the receipt portion ). \nMy daughter and I called the branch office in XXXX where the check was issued. We were told that to get a refund we would have to fill out paperwork, have it notarized, and then send it back to the branch office. We did all that around XXXX and did not hear back from anyone. My daughter called WF again around XXXX and was told that the check had not been cashed, but that nobody at the branch office knew how to refund the money without me coming into a Wells Fargo bank. I explained that there were no Wells Fargo banks near us ( none in XXXX or even Ohio ). We were told by the branch office that they needed time to look into another way to get the money to me. By XXXX they had still not gotten back to me. \nWhen I called in XXXX the branch office said they still had no way to re-issue the cashier 's check without me coming into a Wells Fargo bank. I asked that my case be escalated. Within a few days I received an email that my case would not be considered for escalation. Called again. After several phone calls and literally HOURS explaining the case, XXXX person told me that she would be able to get a check re-issued. She told me that she would transfer me to somebody to take my address. I was sent back to the beginning of the voice mail. Finally was able to talk to a person, who told me that whoever I talked to was wrong, but said she would escalate the case and we would have a respone within a few days. \nMore than a week passed. I called back and left a message. I was contacted by a person named XXXX who said she would be handling the escalation and said she would need time to investigate. Some days later she called back and had several details incorrect. She also said that the first step to take would be to issue a cancellation on the check and to make sure that it had not been cancelled. I explained to her at least twice that I had already done that, sent the materials to the bank, and that they had already verified that the check was not cashed. XXXX said that there was no record at all of that and we would need to send paperwork again to the branch office. I verbalized my concern that we had already done that and that the branch office had been unable to help us. \nXXXX sent the paperwork by email and my daughter is struggling to download it. \nI am asking for assistance because this has been nothing but a nightmare. I need my money back and I am afraid that they are waiting for me to die ( I am on XXXX ) or for enough time to pass so that they don't have to pay me back. I will continue to try to work things out with the bank, but I have little hope in that. I hope your agency can help me to get a refund on that cashier 's check.","date_sent_to_company":"2024-02-13T17:11:27.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"481XX","tags":"Older American","has_narrative":true,"complaint_id":"8197191","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-01-21T18:50:38.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["We were told that to get a <em>refund</em> we would have to fill out paperwork, have it notarized, and then send it back to the branch office. We did all that around XXXX and did not hear back from anyone. My daughter called WF again around XXXX and was told that the check had not been cashed, but that <em>nobody</em> at the branch office knew how to <em>refund</em> the <em>money</em> without me coming into a Wells Fargo bank. I explained that there were no Wells Fargo banks near us ( none in XXXX or even Ohio )."]},"sort":[15.761396,"8197191"]},{"_index":"complaint-public-v1","_id":"1605511","_score":14.91546,"_source":{"product":"Bank account or service","complaint_what_happened":"I have XXXX unauthorized transactions for about {$2000.00} taken from my account and here is what happened so far. 1. Usaa would n't do anything to stop further loss after I reported it. The second transaction was still pending and they did n't stop it. They even would n't freeze my account and the perpetrator could continue transferring money out of my account. I ended up transferring what left to other account so I do n't lose more money. 2 XXXX Their system has security flaws. Logging on the phone app wo n't give you any notification. After I changed my password I can still log in on my phone by just entering the pin. They even did n't ask for the new password! I called and they opened an XXXX ticket. Also if you use a smart phone, use the smart phone 's web browser and log in to usaa and it would n't give you any notification for logging into a new device.3 ) they violated federal regulations their own banking agreement. My money was sent to XXXX and I called XXXX myself to look in the transactions since usaa wo n't do anything for me. XXXX was being very helpful and they pin pointed they are fraudulent transactions and they ve sent the findings to usaa. However either I or XXXX can even get a hold my investigator. It took me about 2 hours today just to get hold her voice mail! However I also talked to a senior rep today and she told me even it is fraudulent charges they wo n't reimburse me if they ca n't get the money from XXXX and it is my loss. After consulting my lawyer, he told me usaa has to pay me back if I reported the unauthorized transactions within 2 days and I am liable for {$50.00} the most under federal regulations XXXX and electronic fund transfer act. I reported the next day when the transactions happened. I also found the same policy written on their own banking policy page XXXX under \" unauthorized transactions '' and I have talked to at least XXXX different XXXX from USAA and nobody ever told me anything about it. 4 it takes forever to talk to the right person and even you did it is the voice mail. My phone calls with usaa has been at least one hour each time and got transferred at least 5 times. At this point I think this is intentional so I will give up fighting to get my money back. 5. They contradicted themselves each time I called. I was told first within 48 hours I will have a result. But after 53 hours the investigator told me it just hit her desk. I got called saying the case was closed within one hour after that. But I also got told the case is still under investigation from other rep. At this point I really do n't know what 's going on and I do n't think they would do anything to refund my money. 6 ). the investigator finally called me and told me itis fraud and they ca n't get my money back until they get money from XXXX. And so far I do n't see they have done anything to retrieve the money from XXXX either. This is a violation of # 3 again- as long as the transactions are unauthorized and I reported within 2 days they ca n't hold me liable for more than {$50.00}. They also told me because I had to change my online password a week ago before this happened, then itis my fault. I simply forgot my password and I had to reset it but the bank said because of this and that 's why my account got hacked. And that 's why they refuse to reimburse me. For one they had no proof these XXXX events are related ; second even it is true, they ca n't refuse to pay me back under regulation XXXX I guess I can never reset my password then. I think their system has security flaws which I can prove a few and then the hackers got into it but then I am to blame for the loss ( because I have money in my account? ). 7 ) I am so fed up on all this and they are just playing the phone games with me now- either got hold forever or transferred to voicemail. I want other consumers to learn from my experience.","date_sent_to_company":"2015-10-14T21:37:43.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"64114","tags":null,"has_narrative":true,"complaint_id":"1605511","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2015-10-14T21:37:42.000Z","state":"MO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["But after 53 hours the <em>investigator</em> told me it just hit her desk. I got called saying the case was closed within one hour after that. But I also got told the case is still under <em>investigation</em> from other rep. At this point I really do n't know what 's going on and I do n't think they would do anything to <em>refund</em> my <em>money</em>. 6 ). the <em>investigator</em> finally called me and told me itis fraud and they ca n't get my <em>money</em> back until they get <em>money</em> from XXXX."]},"sort":[14.91546,"1605511"]},{"_index":"complaint-public-v1","_id":"17127212","_score":12.810337,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"b'I know this is frustrating. Your account is temporarily suspended because our security checks detected activity that needs a quick review. During a suspension, sending/receiving money and some features are restricted, but you can still withdraw funds and use your Cash App Card.\\n\\nWhat to do next:\\nOpen Cash App and look for the inapp notification about the suspension (or the email we sent).\\nTap the link in that notice and submit the requested info (like a selfie, photo ID, and basic details) so we can verify its you.\\nOnce you submit the info, well review and notify you in the app when theres an update. If you dont see the notification, let me know and I can help with next steps.\\n\\nYou locked it because of a glitch in YOUR APP!\\n\\nIm sorry this has been so frustrating, Junior. I know it feels unfair. When our systems detect unusual activityeven by mistakethey temporarily limit some features until we confirm everythings okay. You can still withdraw funds and use your Cash App Card while we review.\\n\\nHeres the fastest way to get this lifted:\\nOpen Cash App and find the suspension notice in the app (or the email we sent).\\nTap the link in that notice and submit the requested info (selfie, photo ID, basic details).\\nAfter you submit, well review and notify you in the app when theres an update. If you dont see the notice, tell me and Ill guide you on where to look next.\\n\\nThey haven\\'t requested any info just let me know that it will be at least XXXX  days before I can use that money I need now\\n\\nI hear how urgent this is, and Im sorry for the added stress, XXXX. Even while your account is under review, you dont need to wait to use your moneyyou can withdraw your Cash App balance to your linked bank or debit card now.\\n\\nHeres how to withdraw:\\nGo to the Money tab\\nTap Withdraw\\nEnter the amount and confirm your bank/debit card and transfer speed\\nTips to get it fastest:\\nChoose Instant to your debit card for immediate delivery (a small fee may apply). If Instant isnt available, itll go by Standard and usually arrives in XXXX  business days.\\nAfter you withdraw, you can track the transfer in Activity; the receipt shows the expected arrival date and a transaction/reference number your bank can use to locate it if needed.\\nIf you still dont see any prompt asking for info in the app or email, thats okaythe review can proceed without additional documents. You can keep using your Cash Card and withdraw while we finish the review, and well notify you as soon as its lifted.\\n\\nIm sorry that withdrawal was declinedthats frustrating. Lets get you your money another way.\\n\\nFirst, check the withdrawal receipt for details:\\nGo to Activity, open the declined transfer, and review the reason shown and the expected arrival/ref numbers if anything was sent.\\nIf it was blocked by the receiving bank/card:\\nContact your bank to see if theyre blocking deposits to that debit card.\\nIf they cant lift it, link a different debit card or a bank account and try withdrawing again (Money tab > Withdraw).\\nFor speed and tracking:\\nChoose Instant to a supported debit card when available; otherwise Standard usually arrives in XXXX  business days. Youll see the status and transaction number on the receipt.\\nWhile your account is under temporary review, you can still withdraw and use your Cash Card. If you do receive a suspension notice later, follow its prompt to submit any requested info so the review can be completed.\\n\\nHello XXXX! XXXX  from Cash App support here! Thanks for reaching us today! I will be glad to assist you today as I can see that you are having issues with your account.\\n\\nI\\'ll do my best to help you. Please allow me a couple minutes to look into this and I\\'ll be back with you.\\n\\nI just need that money to release to XXXX  so I can get a new, already delayed phone from there\\n\\nI totally understand the importance of this matter. However, we noticed some unusual activity and temporarily locked your account for your security. Youll receive a notification within XXXX XXXX XXXX hours confirming we completed our investigation and unlocked your account. After you receive the notification, youll be able to log in and use your account.\\n\\nVisit our Help Center for more info: XXXX.\\n\\nThis lock wont affect your account standing or prevent you from sending future payments. You can visit our Help Center for more info: XXXXXXXXn\\nI have captured your issue as a complaint and I want to assure you that we have reviewed all of the information that you provided to us. \\n\\nWhile I have taken the action to address your concern, I will need to resolve the complaint portion of your case since no new information was provided. If you have new supporting information that you feel we should consider, we invite you to provide it. With that, I do want to share with you that your concerns have been documented, and will be used to improve our operations.\\n\\nIf you have any questions or concerns with anything else about your account separate from this concern, please let me know here.\\n\\nAfter reviewing your previous message, I can confirm that we have thoroughly investigated your concerns and provided an outcome to the issues you raised.\\n\\nWe understand that you may not be satisfied with our final response to your complaint. \\n\\nNow that were closing this chat, youll need to start a new support case next time you need help. \\n\\nHeres how:\\na. In your app here: XXXX Call us at XXXX\\n\\nThanks for your understanding.\\n\\n\\nIf you breath oxygen and don\\'t work for cashapp, it\\'s easy to see how nonsensical this is. They tell me I can still withdrawl, but I couldn\\'t, and on it goes. They have lied repeatedly, done me ZERO favors, are SOLELY responsible for me sleeping under a bridge these XXXX  days in mid November, and why I have not had a meal in nearly XXXX. I am certain you empathy is as false as cashapp\\'s, so please do spare me all the \"I understand\" and \"I know that must be frustrating.\"  I asked them to just refund my aunt XXXX  the XXXX  so I can have her send it XXXX  or XXXX  or anyone else. If it was not bad enough that they have done this to me twice now, holding my funds with little to no cause so they can use it for XXXX to XXXX, but now they need a little longer. So they keep earning off my illegally seized money while I have to face the realization that without food for XXXX+hours and the temp dropping near the teens tomorrow night, they very well may get to just keep it, as it is likely I won\\'t survive. I can not believe that this is \"america\" now, the importance of their extra couple dollars far outways my life. Their English could use some work. That\\'s always fun when already frustrated, but the real kickers was the second man. He got on the line with a F you attitude without so much as a hello or explanation. I thought maybe, but after THAT dude, I KNOW this is a person or persons acting out of spite and no other legitimate reasons. He can not tell me what happened to the first XXXX  to XXXX, he can not tell me why I have to wait another XXXX to XXXX, and he has no legitimate reason to hold it any longer. I have provided my DL and a selfie, I have talked to them on the phone and pounded away at them on the app. The amount in question is 220$. My aunt sent it so I could spend it right away to get a new phone after mine was destroyed, but just send it back to her. There is absolutely no reason in the wide world of worlds that that could not have been done. I welcome ANYONE to explain to me how I come out on top by them refunded the person that put it there XXXX  MINUTES PRIOR. I have XXXX  to XXXX  times as much conversation I could send if u like, but I already know nobody these days will read all this. I am sure whoever it is quit caring long before today. I know who definitely does not care and can not be bothered to read so much, cashapp.\\nI made it clear that I will never use or even speak of cashapp ASAP, so they are behaving like schoolyard bullies because they can. America encourages and rewards it everywhere. I am a marine corps veteran, and my granddaddys, both, are rolling over in their graves as they watch what America has done or allowed to happen to me over the past XXXXmonths. This isn\\'t even the cherry on top, just the stem of that cherry. It\\'s an atrocity. I fully expect this issue to end like all the rest, in me getting screwed and the person doing the screwing does it so often and to so many that the memory of me will be gone Monday morning. I would not expect further correspondence from me. I don\\'t expect any from you anyway, and chances are you are snuggled up with a full belly and the heat on until Monday anyway. I expect to die of exposure before then and if I happen to come out the other side, I doubt I will have the energy or give a damn to continue banging my head against this wall.'","date_sent_to_company":"2025-11-09T03:18:06.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"37801","tags":"Servicemember","has_narrative":true,"complaint_id":"17127212","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-11-09T01:58:53.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["There is absolutely no reason in the wide world of worlds that that could not have been <em>done</em>. I welcome ANYONE to explain to me how I come out on top by them <em>refunded</em> the person that put it there XXXX  MINUTES PRIOR. I have XXXX  to XXXX  times as much conversation I could send if u like, but I already know <em>nobody</em> these days will read all this. I am sure whoever it is quit caring long <em>before</em> today. I know who definitely does not care and can not be bothered to read so much, cashapp."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"]},"sort":[12.810337,"17127212"]},{"_index":"complaint-public-v1","_id":"3962340","_score":12.6399555,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the date XX/XX/XXXX i logged in my banking account with the Santander bank and noticed an unauthorized atm transaction of the amount of XXXX  made on this exact date as XX/XX/XXXX, i went ahead and tried to contact the Santander bank over the phone to see why i was missing XXXX on my account that was made on atm and let them know I dont recognize this transaction so they went ahead to start up a new claim and report my card as lost/stolen at the same time the representative of the Santander bank said the claim couldnt be solved by phone and that i had to go to one of my local branches to submit the claim and i could do that on the following Monday or next day of that phone call, i did as i was told and went to submit the claim physically to the branch and i was asked questions like how i lost the card or when was the last time i seen the card and i responded I havent seen it since the same day i activated the card and I couldn't remember if I've lost it at home or my own car, they told me a new debit card was going to be mailed to me within 10 business days to my mailing address and that the claim was already submitted, on the same week i call to get a response of the claim already made that XXXX2020, and they told me over the phone no claim has been submitted which I responded i did submitted the claim physically at the branch as i was told over the phone, they proceed to start a new claim on that XXXX/20 and i was very upset because i been submitted the claim and they just didnt follow up as corresponded, so after several days after making multiple phone calls to the claim department of the Santander bank me asking about the already submitted claim for the unauthorized transaction of the total of XXXX I was told to wait until couple more days because the claim was being investigated and they didnt have an update yet, i did as i was told and after calling again not knowing when exactly i had to call again i was always told to wait and call again another day, so finally one day after all the calls for the update of the claim i was told my claim is denied for inconsistency and after reviewing the phone calls I've made to the bank, and i asked why is it being denied when all I've done is as they asked me and i responded every question to the top of my knowledge on what I remember and they responded the same so they made me fill up a new claim with more details which wasnt the case of the first claim and i was asked if i had the pin attached to the card which in reality i did but they never asked me that on the first claim and they said it was that persons fault for not asking me details as that, so again, after filling up the second claim and giving deep details and after being retaliated as a client and me saying all i know from this they was proceeding to make the claim for me, and they asked me details like which date I've lost the card and i said I didnt exactly know but for sure it was after i activated it on the mobile app as i was told on the branch before receiving the card, then they kept asking me questions like if i knew anyone that could have access to my car or house and i responded no, they asked me if i shared the pin of the card and i said no, and after multiple questions and so many things I barely remember that  they were asking  me I they submitted the second claim for me, so like the first claim i always tried to keep in touch with the bank to get updates of the claim status and after being on hold for several minutes and being transferred from one department to another they always said i had to wait a little more for the claim to be completed which is ok for me but at the same time frustrating because the fact of my money being stolen from my card had me suspicious of who couldve been or how and until this day i have no idea how it really happened and on the date XXXX/20 i get a letter on the mail saying my first claim was denied for inconsistency when the letter didnt say how i could dispute that or resolve my issued instead it said it was denied and they wont refund my money that was stolen from my account, so 2 days after that i call to get an update of my second claim already made and i wad told that my second claim was denied too because of no wrong pin being put and for inconsistency, at this point im al ready frustrated not knowing what to do because i did everything i was told by the bank as: submitting claims, making phone calls, giving specific details of the situation even though i don't know the day i activated the card that im more than sure that time was when I've last seen the card and lost it or misplaced it, and they kept asking me on the phone for an exact date of when I've lost it and i kept telling them i wasn't sure they would just say my claim is denied and they wont be refunding me the money to my account and there is nothing they can do and if i was to submit another claim or dispute it the results would be the same as denied, so i asked them what could i do as a client to resolve the issue and try to get my money back that was stolen from my card and its me saying this because as a 20 years old with not many funds, XXXX dollars could not be a lot for anyone but for me its a lot since its what i had as saved on that account and literally more than a week of hard working in a ware house putting in lots of late night time and consistent hard work, and after my money being stolen from my card or account and the bank not covering my back as a client is frustrating on top of them using tactics to get away from refunding me or covering me on the unauthorized transaction me not knowing what else i could do i fond out about how i could put a complaint by this way and try the hardest to try to get my money back so up to this date i just cant trust Santander bank anymore and i even told them im being pushed to close my account with them, and take the little funds i have in my account but not before trying every resource i could have to try to solve the situation in a proper manner so this was almost everything that happened in several days and there could be a lot more just that i cant think on top of my head of exact dates and times but even like that, after the Bank being clear that i wont get the situation solved and after being looked like a farsante in my opinion as a client it shouldnt be that way in no manner with nobody.","date_sent_to_company":"2020-11-18T22:23:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"196XX","tags":null,"has_narrative":true,"complaint_id":"3962340","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER BANK, NATIONAL ASSOCIATION","date_received":"2020-11-18T21:21:45.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["as a client it shouldnt be that way in no manner with <em>nobody</em>."]},"sort":[12.6399555,"3962340"]},{"_index":"complaint-public-v1","_id":"3822035","_score":12.503928,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I called Chase on XX/XX/XXXX to tell them there are fraudulent activities on my credit card account. All the charges were coming from XXXX XXXX. It is keep going for over 2 weeks. They asked me if I am still having my credit card with me? I tell them yes. They asked me if I share my electronic devices or credit card to someone else? I told them no. Recently, I only use XXXX for my XXXX years old daughter to watch XXXX and that it is. We did not add any card information to my daughter account at all. So, there is no reason for XXXX charge me over {$17000.00} in two weeks. Since my old XXXX account compromised, XXXX refuse to help me recover. My family start using XXXX for more security. They removed all the charges in the next business day. And asked me to wait for 5 to 7 business days for investigation. Later on, while investigate my case with other banks. Somebody used my old XXXX device or my old XXXX XXXX to commit fraud. \n\nOn XX/XX/XXXX, Chase put back all the fraudulent charges into my account without give me a notification or give me a call. All I see is the reason I got benefits from the fraud. I called Chase on XX/XX/XXXX to ask for an explanation. \n\nThe first fraud department agent didnt help me much. I asked her why you guys put back the charges into my account? She just said that my fraud case denied and did not give me a reason why. I asked to speak with a supervisor. \n\nShe transferred me to XXXX, Supervisor of Fraud Department. XXXX told me that the reason my case was denied that I have done business with XXXX before. I told XXXX that does not satisfy my concern. I used XXXX in the past but if someone use my identity or hack my financial accounts to purchase from XXXX, that is fraud. I asked XXXX that if you denied my fraud claim, you should have evidence to prove that I was the one made those charges on my account. Please do not give me a random reason that does not make any sense to me. I asked for IP address, etc.. XXXX does not have that information. XXXX told me that Chase sent me a text to confirm my purchase on XX/XX/XXXX and I confirmed it. I asked XXXX what phone number Chase sent me a text message? Because I have not received any text from Chase at all. I could stop the fraudulent charges right there if I know. XXXX told me that Chase sent me a text on my phone number ending XXXX. The problem is that number doesnt existed On XX/XX/XXXX. \n\nI asked XXXX to reopen my case. XXXX told me to send more evidences like my XXXX device screenshots, XXXX chat transcript and etc. to Recovery team and they will get back to me between 5 to 7 business days. I sent all the information best of my knowledge to XXXX on same day. I received an email from XXXX   XXXX after few hours and ask me to wait 5 business days before I have an update on my case. I believed all of the conversation were recorded and I am swearing that everything I told is the truth. \n\nXX/XX/XXXX, I have not received any update on my credit account or any notification that they process my case. I called chase, they told me that look like nobody work on my fraud claim yet. I also sent them my identity theft report document from Federal Trade Commission on Identitytheft.gov. \n\nXX/XX/XXXX, Chase have not contacted me about my fraud claim. Chase have not removed the fraud charges and wait for it to resolve. They put back all the charges into my account since XX/XX/XXXX, and let me wait without responding. \n\nFrom XX/XX/XXXX to XX/XX/XXXX, Chase have not contacted me, discuss about the matter, resolve the matter and protect its customer. I have worked on 3 different banks with all the fraud involved, Chase is the worse. Two banks already helped me remove the fraud charges ( document attached below ). Chase is not willing to help, lack of communications. Chase just want to blame me and responsible for the charges without listen to my story. \n\nSince talking with different banks, I have more information about the fraud and I believed I can build a strong case. Since there is nobody from Chase willing to help, I am writing this matter to CFBP and hope Chase will re-investigate my case and remove all the fraud charges under my name. \n\nEvidences : I mentioned on XX/XX/XXXX, the email address and XXXX account associated with the fraud has been compromised a while ago. I do not have access to them and XXXX was not willing to help so I just created new account but I have not used the new Apple account to buy anything from XXXX. I do not own the account or the device associated with the fraud ; Do I get any benefit from it? No! \n\nChase said that they sent me a text on XX/XX/2020 to confirm my purchase with XXXX and I confirmed it. But when I asked XXXX, Chase fraud the department supervisor. XXXX told me Chase sent me a text via phone number ending XXXX on XX/XX/2020. That phone number does not exist at that time. So, who confirmed it? In my view of point, Chase failed to contact me and let the fraud going. \n\nXX/XX/XXXX, I contacted XXXX to get more information and asked if they can refund the charges. They asked me to wait 24-48 hours. XX/XX/XXXX, XXXX ban the account XXXX associated with the fraud without refund the charges. I asked for the reason, XXXX said that Based on XXXX Term and Conditions, XXXX wont be able to refund the charges, your account has been disabled in the XXXX and XXXX that is XXXX final decision. I keep asking that if XXXX ban the account associate with fraud, why XXXX not refunding the money relate to it? XXXX said that they XXXX the account because I reported fraud. Why XXXX ban the fraud account, refuse to help but hold on to the funds? If merchant take back the services, they should issue the refund all the charges related. XXXX violates Consumer Rights. I sent this evidence to Chase on same day but Chase did not take any action protect my rights. To Chase : Do I get any benefits from this as your company mentioned? NO! Even if I have access to the fraud account, everything is taken away from XXXX. And a big amount of money being charged in my chase bank credit card account. \n\nSince working with different banks on fraud charges. I believed someone broke into my previous device or my old XXXX account during the incidents. Then use it to recover my personal data and use them. Once again, I do not own the device, or XXXX Id relates to the fraud charges during the incidents. But it relates to my personal information, I can not share it up here. Chase need to send me an email and ask me to provide them. \n\nI reported the fraud charges same day on XX/XX/XXXX with few different banks. Two banks already help me remove the fraud charges that is XXXX XXXX and XXXX XXXX XXXX. Even with XXXX XXXX XXXX, they still help me and protect my rights. XXXX credit card was bond to my XXXX XXXX, if XXXX XXXX bank, XXXX bank do not think my device, XXXX XXXX was compromised, they would not remove the charges. To Chase : Instead of blaming your customer and do not take any effort to investigate the matter, please help your customer like me when there is a problem. Otherwise, you will lose a customer like me forever. \n\nI spent three days to write this letter to CFPB. I hope my broken English will not create any misunderstanding. In my point of view, XXXX bank as Chase, Merchant as XXXX both Violates consumer rights. I will not let this case goes. Even I have to find an attorney to fight for me, I will. So, Chase please investigate this matter seriously and correct my statement. You can contact me via my phone number ending XXXX or email me at XXXX. To CFPB, please do not close this complaint until I satisfied with Chase actions. \nDocument Includes : Identity Theft Report, Proof of other Bank Actions.","date_sent_to_company":"2020-08-31T04:10:02.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"64093","tags":null,"has_narrative":true,"complaint_id":"3822035","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-08-31T02:37:41.000Z","state":"MO","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I received an email from XXXX   XXXX after few hours and ask me to wait 5 business days <em>before</em> I have an update on my case. I believed all of the conversation were recorded and I am swearing that everything I told is the truth. \n\nXX/XX/XXXX, I have not received any update on my credit account or any notification that they process my case. I called chase, they told me that <em>look</em> like <em>nobody</em> work on my fraud claim yet."]},"sort":[12.503928,"3822035"]},{"_index":"complaint-public-v1","_id":"8934518","_score":11.171554,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To : Complaints Department, Consumer Financial Protection Bureau From : XXXX and XXXX XXXX XXXX : XX/XX/2024 Re : Chase Bank fraud against us ; Chase Bank Case # XXXX I am writing to file a formal complaint regarding my treatment by Chase Bank . I have been defrauded in the amount of over {$17000.00} through a series of wire transfers that neither my husband nor I authorized, and Chase will not provide any sort of reason or documentation to prove that either of us did authorize them. Chase has treated me very unfairly and abused the trust I placed in them. I have reported them to the XXXX XXXX XXXX, and also to the FBI. I am considering legal action against Chase for their unfair treatment of me and for their violations of various federal laws and regulations. My husband and I are over XXXX XXXX XXXX and English is not our primary language ( we are XXXX ). I feel Chase is taking advantage of our ages and difficulty in understanding complex financial issues due to the language barrier. \n\nIn total, 5 wire transfers were made from our checking account totaling more than {$17000.00}. Neither my husband nor I had ever done wire transfers before from Chase or any other bank, and certainly not to any international locations, as these were. All 5 wires were processed within a 30-minute period of time on the same day, and neither my husband nor I authorized any of them, either on a paper form or electronically. It would take 5 separate authorizations to do this over this short period of time ; we did not provide even one. Chase refuses to provide any sort of proof that we did. Theyve just told us that we authorized the wires and our case is closed without any additional information other than essentially, we think you authorized the wires. It seems a gross breach of Chases duty under federal law to monitor for potentially fraudulent transactions to allow multiple wires over a short period of time to international locations from an XXXX customers account where none had ever been done before.\n\nTo make matters worse, the amount of these wires exceeded the amount of money we had in our checking account. Without our consent, Chase transferred money from our savings account to cover the wires. When opening our accounts ( and well before this fraud ), we specifically refused any sort of automatic transfers between accounts to cover overdrafts. Chase tells us that transfers are automatic to cover wires regardless of whether we allowed the bank to do it or not. This seems incredibly unfair, and seems like theft to me. Chase refuses to provide any sort of proof we opted in to overdraft transfers, or authorized a transfer on that day. Im told this is a violation of federal Regulation E, as the bank is required to provide documentation when they deny our dispute of the transfer between accounts. I know it is also a violation to require us to file a police report before processing our dispute, as Chase did, as detailed below. \n\nThe fraudulent wires were all done on XX/XX/2024. While looking at my account to print documents for taxes on that same day, I noticed a fraud alert on their website for my account. I called my husband immediately and he saw that the majority of our funds had disappeared from our account. He called the Chase fraud department ( I got their number from their website ). He was on hold for 5 minutes, then after becoming frustrated he decided to call the Chase branch on XXXX XXXX XXXX in XXXX, AZ, but no one answered the phone. He then called the Chase branch on XXXX XXXX in XXXX, AZ, and had a 32-minute conversation with a very helpful employee to report the fraud. She pulled up our account and could see that money was in the process of exiting our account. She expressed surprise that nobody could stop the fraud that was happening before our eyes. She then stated not to worry and we would get our money back, which was very reassuring. She then transferred him to another department, where he had to explain the entire situation again. We were very frustrated that no one seemed to approach our money disappearing with any sense of urgency. The gentleman from the fraud department ended up hanging up on my husband. Apparently, he was only on the job for two weeks. The really maddening thing is additional wire transfers went out of our account AFTER we had these calls with the bank. Chase knew we had not authorized any wires ; yet more wires came out after they were on notice.\n\nIn a panic, I jumped into my car and drove to the Chase branch on XXXX XXXX XXXX. A teller at the branch told me I had to file a police report before I could make a claim to the Chase Fraud Department, which seemed odd to me. Couldnt they stop the fraud, or at least start to investigate, before I had to file a police report? They did not even offer to shut off the ability to make further wires. She gave me the wrong address to the police department, but I finally made it over to the police department. I received a police report number and called the Chase Fraud Department. The Chase Fraud Department never did ask me for the police report number, which was odd since they told me they required this before I could file a dispute. This seems like a waste of time to me, since the bank could have been working to prevent further fraudulent wires from being done. I know now also that the bank can not make me get a police report before they investigate the transfer of funds from my savings to my checking account. \n\nOn XX/XX/2024, I went back to the Chase branch on XXXX XXXX XXXX, but was told I had to come back later to speak to XXXX, which I did. XXXX closed our accounts and opened new ones, ordered new credit cards, then said I would have to come back on the next Tuesday ( Monday was a holiday ) with my husband XXXX to complete the investigation into what had happened. \n\nOn XX/XX/2024, we spent 4 hours with XXXX. We were told that the case had already been closed, as the bank is saying we authorized the wire transfers. I told her we have never wired funds from our account, we dont use wires, and we did not authorize these wires. In addition, the majority of the funds were in our savings account which had been transferred to our checking account to complete the wires. We never authorized any sort of transfer from our savings, either when we opened our accounts or to do these wires that day. In fact, we specifically declined overdraft protection when we opened the account. She just kept saying that the fraud department said we authorized everything, and wouldnt provide any explanation or other information or documentation, even when we repeatedly asked. \n\nOn XX/XX/2024, I went to the Chase branch in XXXX XXXX, AZ, and spoke with XXXX, a personal banker. After explaining our entire situation, XXXX saw at this point all of our money was gone from both checking and savings, and that our checking account was now in a negative balance due to bank fees applied to our account. XXXX was able to reopen our case, but she requested a report from IT. It seems incredibly unfair to charge us {$120.00} in fees to perform wires that we did not authorize ( which they have refused to refund, also without explanation ) that put our checking account in a negative balance. Do we now have to pay overdraft fees too since Chase charged us wire fees? \n\nOn XX/XX/2024, I called XXXX at the Chase branch on XXXX XXXX XXXX again to tell her that all of my emails and contacts on my cell phone are gone. She told me that she thinks my cell phone was somehow mirrored and someone else authorized the wires using our credentials. She advised me to go get a new cell phone, new phone number and to not transfer anything from the old phone to the new phone. She also advised that I close out all of my email accounts and open new email accounts. I did all that was advised, although this seemed to be just her personal opinion. There was nothing from the Chase fraud department or IT department saying anything like this. This also seems to contradict what the bank was telling me if my cell phone was mirrored, then it seems the bank thinks the wires were authorized by someone other than my husband or me. So why is the bank closing the case and saying we authorized them? \n\nI also contacted all the credit bureaus and place a freeze and fraud alerts on my credit report just to be safe. I also called the Social Security Office and placed a fraud alert on our records. \n\nOn XX/XX/2024, I contacted the Chase Escalation Department, who told me that after a review of our case, our case has been closed as they believe we authorized the wires. Again, this contradicts what XXXX had told me. They refused to provide me with any additional detail or documents to back up why they think this is the case, even though I repeatedly asked. They told me I needed to obtain a subpoena to get any other information, which seems extreme. These are my accounts, and if we did authorize those wires, why wouldnt they show us what they are using as proof that we did? It sure seems like they are hiding something, or just trying to get us to go away, especially since were over XXXX XXXX XXXX and dont speak English very well. We are in the process of getting subpoena, but it takes time and money. Like I said above, I know at the bare minimum were entitled to information about the transfer from the savings to the checking account. Throughout this whole ordeal, they have refused to provide anything at all, including any information about how they concluded that we authorized these wires. \n\nDuring XX/XX/2024, weve made many additional calls to Chase on this, which are all dead ends. Ive made an official complaint to the Chase complaint department, which has also been ignored. I have a handwritten timeline of the many calls made on these wires and to try to get an explanation. Nothing. We were able to track down the recipients of all the wire transfers through XXXX XXXX ; one or more went to XXXX. I question again why Chase would allow 5 wires to go overseas from a customer who had never wired funds before, and especially AFTER wed called them to tell them they werent authorized. This was our life savings. Why would I wire it to XXXX? I know there is a lot of fraud in XXXX, especially when it comes to wire transfers. \n\nOn XX/XX/2024, I was told by a Chase wire transfer team member that although I had not opted in for overdraft protection, savings transfers were automatically done for wires. This seems ridiculous we never authorized transfers for anything, and especially for wires where there is such high risk of fraud. Again, they refuse to provide any sort of proof that this is allowed, or that we authorized it. I know that we are entitled to documentation of transfers where there isnt an automatic agreement. I called XXXX from the Chase executive office on XX/XX/2024, to inform him of this and of my expectation that opting out of overdraft protection would prevent what has happened to my life savings. I trusted Chase with my life savings. This again was ignored. \n\nI think Chase is ignoring our requests for more information and documentation, even when we know were entitled to it. I think they are just trying to get us to go away, especially since were both XXXX  and dont speak English very well. Not only is this treatment not right, its against federal laws banks must follow. \n\nIf we have to get a subpoena to get any information, we will do this. We will also sue the bank for their treatment of us as XXXX, non-English native customers, and for their violations of federal banking laws. \n\nPlease provide whatever help you can to us to get to the bottom of this. We did not authorize these wires. We just want our funds back. \n\nThank you. \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-05-05T19:06:11.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"863XX","tags":"Older American","has_narrative":true,"complaint_id":"8934518","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-05-05T18:45:01.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["She pulled up our account and could see that <em>money</em> was in the process of exiting our account. She expressed surprise that <em>nobody</em> could stop the fraud that was happening <em>before</em> our eyes. She then stated not to worry and we would get our <em>money</em> back, which was very reassuring. She then transferred him to another department, where he had to explain the entire situation again. We were very frustrated that no one seemed to approach our <em>money</em> disappearing with any sense of urgency."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[11.171554,"8934518"]},{"_index":"complaint-public-v1","_id":"11496193","_score":11.084057,"_source":{"product":"Credit card","complaint_what_happened":"XXXX\n\nI am lodging this formal dispute because, to date, and well over 9 months since I paid off my Care Credit account, and despite MANY phone calls and requests, Care Credit has continuously failed to correct my account. While the account is indeed listed as closed, as of XXXX it shows a balance of XXXX. \n\nAll of these issues stem from someone elses XXXX payment made in XXXX XXXX that was MISAPPLIED to my account. Below is a summary of the events that have taken place to date:\n\nAs of my XXXX  statement, my balance was at XXXX XXXX XXXX XXXX, my husband and I refinanced our home with XXXX XXXX  The refinance included paying off all of the credit cards in my name. Care Credit was one of those cards.  My goal was to pay off my Care Credit account and then CLOSE the account. \n\nMy title company issued payment for the statement balance in midXXXX XXXX however the check was not received by Care Credit before the payment due date of XXXX so I made an interest only payment in the amount of XXXX on the due date of XXXX  I have records of phone calls to Care Credit at various times in XXXX including twice on XXXX  and once on XXXX. Any calls I would have made earlier in the month would have been made from my office phone and I dont have access to those long distance call records. \n\nI called Care Credit on XXXX XXXX and XXXX XXXX about the payment that had been reissued and checked to see if theyd received it and also questioned them about the misapplied payment of XXXX. I was told it would take a couple of billing cycles to correct the misapplied payment. \n\nMy title company issued a stop payment on the prior check issued to Care Credit, and thereafter reissued the check and overnight mailed it to Care Credit.  Care Credit posted this payment to my account on XXXX \n\nMy next Care Credit statement dated 0XXXX notes the following activity: (1) a credit applied which was described as dispute-temporary credit in the amount oXXXX XXXX on XXXX; (2) a payment in the amount of XXXX posted on XXXX (THIS IS THE INFAMOUS MISAPPLIED PAYMENT THAT HAS CAUSED SO MUCH TROUBLE) and (3) another separate payment in the amount of XXXX posted XXXX (THIS WAS THE INTEREST ONLY PAYMENT I MADE).   The ending statement balance was negative XXXX.\n\nThe next statement issued by Care Credit was dated XXXX  and notes the following activity: (1) payment in the amount of XXXX (THIS WAS THE CHECK FROM THE TITLE COMPANY MENTIONED IMMEDIATELY ABOVE THIS PARAGRAPH); and (2) a balance adjustment of XXXX  The ending statement balance was negative XXXX \n\nThe next statement issued by Care Credit was dated XXXX. There was no activity on the account and the ending statement balance was, again, negative XXXX \n\nThe next statement issued by Care Credit was dated XXXXXXXX. Again, no activity was on the account and the ending statement balance was once again, negative XXXX \n\nMy cell phone records reflect I also called Care Credit on XXXX XXXX twice for a total of 10 minutes. Because these calls were so short I assume I was just calling about the status of them reversing the misapplied payment and applying it to the correct account. I still wanted to close my account, but could not do so until this issue was fixed.\n\nThe next statement issued by Care Credit was dated XXXX. Once again, no activity was on the account and the ending statement balance remained at negative XXXX. \n\nI next called Care Credit on XXXX and was furious when I checked my account and saw that they had issued a refund check in the amount of XXXX. I told them that I never got that check and even if I had, I would not have cashed it because I was not owed that, and that I was only owed XXXX  I spent about 30 minutes on the phone with them that day. I lodged another complaint and they said theyd look into it. \n\nThe next statement issued by Care Credit was dated XXXX. Activity reflected on this statement was as follows: (1) a refund check issued XXXX in the amount of XXXX  (2) a balance adjustment of XXXX on XXXX and (3) another separate balance adjustment on XXXX in the amount of XXXX Due to all of this activity, the ending statement balance went from negative XXXX all the way up to XXXX \n\nI called Care Credit twice on XXXX, three separate times on XXXX and once on XXXX. I again told them that I never received any such refund check and even if I had I would not have cashed it because it was not my money. I also reiterated once again that the $XXXX was owed back to me as a refund of the interest payment I made back in XXXX. Youll see on their XXXX XXXX statement they did send me a check for the XXXX which I cashed. I also complained about the current noted balance of XXXX  and questioned why it was still there. I recall going up the ladder to several representatives and managers and was assured that my credit would be corrected as I felt their actions were causing my credit score to decrease. I was told by the last representative I spoke with that he would correct my credit score THAT SAME DAY but that the balance issue would need to cycle through and to just be patient. \n\nCare Credits next statement was dated XXXX Multiple entries are noted on this statement which consisted of the following:  (1) a credit described as dispute-temporary credit on XXXX  in the amount of XXXX (2) another separate credit described as XXXX on XXXX in the amount of XXXXXXXX  (recall, this was the refund check they supposedly sent out on XXXX; (3) a refund check in the amount of XXXX (described in the paragraph above); (4) a credit described as customer settlement in the amount of XXXX on XXXX and (5) another separate credit described as customer settlement in the amount of XXXX also on XXXX. As a result of all of this activity on my account during this statement period, the ending statement balance was negative XXXX \n\nI did not make any phone calls to Care Credit during the month oXXXX XXXX, because I had been told in XXXX to let things cycle through. \n\nCare Credits next statement was dated XXXX. The only activity reflected on this statement was a supposed payment on XXXX described as Payment thank you XXXX  OH with payment no interest. The ending statement balance was noted to be XXXX.  I can assure you, I never made any such payment. Why would I when my account was supposed to be at XXXX? For all I know, they misapplied someone elses payment for a second time. I dont know where this came from.  \n\nAfter seeing the XXXX statement, I was admittedly extremely frustrated and angry. I called them twice on 10XXXX  and spent a total of 144 minutes on the phone with that day alone, and another 54 minutes on the phone with them two days later on XXXX. I did not get anywhere with them despite speaking with at least 7 people and recall being told that my calling was starting things over in terms of their investigative process. I also recall being told that they were in the process of investigating their prior investigation especially with regard to the XXXX  refund check they supposedly issued in XXXX  which I never got (and even if I had, would not have cashed it). I questioned and asked to speak with their legal department, threatened to sue them, and demanded answers to no avail. I just kept getting the same old run around that I had already been getting for many months. \n\nI called Care Credit again on XXXX and spent 74 minutes on the phone with them. What prompted this call was that I received a collection call from them asking me to make a payment on my account. They told me that they would remove me from the list of collection calls. I demanded to speak to their legal department and was told they had none. I lodged yet another complaint, and got the same old speech that theyd look into it.  As I was on hold towards the end of the phone call, they disconnected the call. I did not call back as I was at work and could not get away.  \n\nThe XXXX XXXX was the last statement I had access to. I cannot get into my online account. I have not seen the XXXX XXXXXXXX or XXXX XXXX statements. However, I have been getting email reminders from Care Credit. \n\nThe latest email reminder I received from Care Credit stated that the minimum amount due for XXXX was due by XXXX These email reminders also state that the account balance is currently at XXXX. \n\nThe last time I called Care Credit was XXXX I explained everything (again) and did not understand why this was still showing up on my account. I told the representative that I saw on my credit report that the account is still showing as closed but that there was still a balance showing so it was looking bad on me-  as if I didnt pay my bill and it was closed as a bad debt or something like that. I told her that this was going on far too long (almost a year) and I was tired of being told the same old thing time and time again. Predictably, she stated that theyd look into it. She also told me that they have no way of verifying whether the XXXX refund check was ever cashed by me. I told her that cannot be possible, but that is what she said.  I was told it would take another 60 days to figure things out.  \n\nI thereafter received a letter from Care Credit dated XXXXXXXX which stated We are researching the payment in question. You are not responsible for paying the disputed amount during our investigation. Therefore, while we complete our research we have issued a temporary credit to your account in the amount of XXXX for the payment dated XXXX  and associated interest and fees  THIS IS INSANE. NOW, ALMOST AN ENTIRE YEAR LATER, THEY ARE INVESTIGATING WHETHER THEY RECEIVED THE FIRST CHECK ON XXXX WHICH, OF COURSE, THEY DID NOT BECAUSE MY TITLE COMPANY PUT A STOP PAYMENT ON THAT CHECK, RE-ISSUED THE PAYMENT AND OVERNIGHT MAILED IT TO THEM, AND THEY CASHED IT. AGAIN, THE RECEIVED PAYMENT IS REFLECTED ON MY XXXX XXXX  CARE CREDIT STATEMENT. \n\nIn summary, there just does not seem to be any resolution and it is the same thing with Care Credit each and every time I speak with them. I have spent HOURS on the phone with them and have called no less than 19 times (including XXXX since XXXX XXXX Nothing is being done and this needs to be fixed. I have gone about as high as I can go with them and am seriously considering legal action but wanted to try lodging formal complaints with all three credit bureaus first.  \n\nI have also in the last two weeks lodged complaints/disputes with all three credit bureaus. None of these have been helpful as Care Credit is still erroneously stating I owe them money, but that I am not also over 30 days past due on my bill.   Nobody over there is taking the time to go back through the statements, look at the transactions posted to my account, and correct their errors. \n\nAgain, my credit needs to be corrected so that it shows I paid off my balance in full, there were no delinquent payments, and the account should be closed. As it stands right now, it looks like I have not paid my credit card off which is false. All of the activity that has been on this account since XXXX XXXX   the misapplied payment, the removal of the XXXX from my account, and then charging it back to my account time and time and time again. These people at Care Credit are completely incompetent and at this point I feel it is deliberate on their part- there is something going on over there that is not on the up and up.  They need to do whatever they need to correct the record in this matter- and that would be to (1) reflect on my credit report that the account is at a XXXX balance; (2) remove all references to delinquency; (3) reflect that the account was paid in full; and (4) the account is closed.  \n\nPlease contact me at XXXX if you have any questions or write me at XXXX XXXX XXXX XXXX XXXX AZ XXXX. You may also call me anytime at XXXX. Thank you for your assistance.\n\nSincerely,\nXXXX XXXX XXXX","date_sent_to_company":"2025-01-14T01:58:48.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"85388","tags":null,"has_narrative":true,"complaint_id":"11496193","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-01-14T01:13:28.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["None of these have been helpful as Care Credit is still erroneously stating I owe them <em>money</em>, but that I am not also over 30 days past due on my bill.   <em>Nobody</em> over there is taking the time to go back through the statements, <em>look</em> at the transactions posted to my account, and correct their errors. \n\nAgain, my credit needs to be corrected so that it shows I paid off my balance in full, there were no delinquent payments, and the account should be closed."]},"sort":[11.084057,"11496193"]},{"_index":"complaint-public-v1","_id":"11658733","_score":11.080967,"_source":{"product":"Credit card","complaint_what_happened":"I purchased XXXX XXXX XXXX concert tickets via XXXX on XX/XX/year>. The tickets were for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. About an hour after I purchased them, I received a notification requesting to transfer the tickets to my account, which I approved. I immediately moved the tickets into my XXXX wallet. Approximately a week later, I received an XXXX wallet notification that both my tickets were invalid. \n\nOn XX/XX/XXXX, I received an email from XXXX Fan Support stating, Hello, The tickets that were transferred to you were acquired by a buyer who violated XXXX 's Terms of Use policy and as a result have been canceled. \nOrder number XXXX If you have any additional questions, you will need to reach out to the person who transferred the tickets to you. \nXXXX XXXX XXXX. \nI received the same email again the following day, XX/XX/XXXX. \n\nUpon receiving the email on the XXXX, I immediately called XXXX where they informed me that I was sold stolen tickets, which is why the order was cancelled. I also contacted XXXX on XX/XX/XXXX via their online chat. \n\nUpon looking at my XXXX account, I was confused because there was a cancelled ticket order as well as a confirmed order for the same tickets. We immediately called USAA to file a chargeback due to the XXXX email I received, as well as XXXX reported to me that they never received payment for the tickets, though the charge was shown on our bank statement. \n\nIn XXXX, USAA determined that our case was not eligible for the chargeback. So we moved forward in hopes that our tickets were valid, as XXXX reported to USAA that we would receive the tickets the day of the concert. \n\nThe week of the concert, I never received a new email with updated tickets as they claimed. \n\nOn Friday, XX/XX/XXXX, I still did not receive an email with tickets, however, I still had the original ticket bar codes in my XXXX account. My XXXX XXXX XXXX daughter and myself went to the venue in high spirits of attending the XXXX XXXX concert. When we went to scan our tickets, both tickets scanned red and said, invalid on the event scanners. The staff scanned the tickets multiple times then directed us to talk to the XXXX XXXX XXXX XXXX at XXXX XXXX The XXXX staff were able to see the tickets on my phone, and even in the XXXX account on their end. They changed a few settings and sent us through the scanners again ; the tickets continued to scan as invalid. The XXXX supervisor got involved and researched more into the issue. After an hour and my daughter being on the verge of tears, the supervisor returned and informed me that the tickets in my account are fraudulent. The XXXX then informed me that they do have a few tickets reserved for emergencies such as this, and she could sell me XXXX tickets and then I would dispute my original tickets with XXXX. I purchased the tickets from XXXX place for {$410.00} CAD and the new tickets were immediately texted to me at XXXX. Upon scanning the new tickets, they scanned easily and my daughter and I were able to enter the venue. \n\nAfter my daughter and I got through security, I texted my husband, XXXX XXXX, and asked him to contact XXXX to report that the tickets were invalid. When he called, the XXXX staff reported that he could see the tickets were invalid. He escalated our case and reported that we would receive an email with paperwork in a few days to process the refund. \n\nSince then, I have called XXXX on multiple occasions to get an update as I have not received any emails, updates, nothing. When I call, they will not transfer me to a supervisor nor will they give me a timeline or update. We are stuck in limbo and they are withholding {$5300.00} that I spent on tickets that XXXX sold me that were stolen and fraudulent. \nOn XX/XX/XXXX, I emailed XXXX XXXX support via their email ( XXXX ) and never received a reply. \nOn XX/XX/XXXX I contacted XXXX via their online chat. They confirmed that the original tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) were scanned and used. XXXX followed up on our chat and called me XX/XX/XXXX at XXXX and confirmed the tickets were scanned and used. They reported to me that tickets sold outside of XXXX can be transferred, but any prior purchasers would still have access to scan them. Someone else who had the tickets previously, scanned in with the tickets before we did which is why they scanned as invalid. \nOn XX/XX/XXXX, I sent another email to XXXX XXXX Customer Service Contacts including XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX. This email was again, never responded to. \nOn XX/XX/XXXX I contacted XXXX again via their online chat. The staff member, XXXX, requested formal documentation from our financial institution stating that the chargeback was cancelled. I asked him the purpose of needing the documentation. He stated, The refund wont be processed if the chargeback is still active in our system. I understand you mentioned its been cancelled, but its not reflected on my end. We need the formal statement to escalate the case to a higher team. Once they update the status of the account, we can proceed with the refund. I uploaded the USAA documents to the link he provided. XXXX then stated, Ive escalated the case. You will be informed via email when there are any updates. Please give them XXXX XXXX XXXX to provide further updates. Keep in mind, nobody that I spoke to previously ever mentioned needing these documents, and yet reported to me that they had escalated my case. \nOn XX/XX/XXXX, I received the email from a XXXX Supervisor, XXXX, stating, Hello XXXX, I am reaching out in regards to your order number XXXX. These tickets were sent to you via transfer we also show that these tickets show scanned as entered. You had informed us that you were not able to enter the event due to the venue telling you that the tickets were invalid and they were scanned already. There is no telling how many times that these tickets were sent and anywhere down that line the barcode numbers could have been saved and used to scan. XXXX was able to scan first were able to use the tickets. That scenario and more happen all the time we can only guarantee entry if the tickets were bought directly from us. Hope this helped and you have a wonderful rest of your day! \n\nOn Friday, XX/XX/XXXX, I still had not heard back from XXXX so I called them again and demanded to speak with a XXXX. For the first time in all my calls that I had made, they transferred me to a supervisor, XXXX XXXX She reported to me that they had not had enough time to complete their investigation. She reported she would give a call back on Monday or by Tuesday morning. XXXX ( Nor anyone else from XXXX ) ever contacted me regarding my claim or refund as they promised. \n\nXXXX fan protect policy states we will receive valid tickets or our money back. Tickets were transferred to me on XX/XX/XXXX, however, they were not valid and they were fraudulent. XXXX did not sell us valid tickets. I am now out the money of the original tickets, plus the new tickets XXXX XXXX was kind enough to sell me. XXXX did not email me within XXXX XXXX of the event with valid tickets as they reported to USAA that they would do. They took my money but did not provide the promised VALID tickets. They sold me tickets that were then used by someone else before I ever made it to the venue. \n\nI will attach screenshots of our new ticket purchase from BC Place with screenshots of the new tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I will attach a picture of my daughter and I, in addition to the BC Place seating map for the concert, where you can see that we were seated in section XXXX and NOT XXXX. I contacted XXXX and they confirmed that the original tickets ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) were scanned and used, which I will attach a copy of that email. \n\nThe ticket purchase with XXXX is final only if they actually provide valid tickets! They did not, and they are not standing by their XXXX policy. Not only that, but they have yet to contact me according to their own stated timelines regarding my claim or refund. \n\nOn XX/XX/XXXX, we re-opened our dispute with USAA and uploaded an additional XXXX documents of evidence of what we have been dealing with. This week, we received notification that our dispute has been officially closed and they reported there was not sufficient evidence to approve the chargeback. When my husband, XXXX XXXX, contacted USAA to speak to someone, they could not provide clarification on how there was not enough evidence, nor would they allow us to speak to anyone who reviewed our case, or someone higher up. If you review the documents, we have pictures from XXXX Chat reporting they would issue a refund, WHICH THEY NEVER DID. All they have done is give us the run around, and \" escalate our case '' which does not go anywhere. They do not return calls. XXXX is a fraudulent company and USAA failed to protect us and our money as they're supposed to in situations such as this. We paid {$5300.00} for tickets that were fraudulent and neither XXXX nor USAA have done anything to help us.","date_sent_to_company":"2025-01-17T21:25:49.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"983XX","tags":"Servicemember","has_narrative":true,"complaint_id":"11658733","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-01-17T21:02:54.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["If you review the documents, we have pictures from XXXX Chat reporting they would issue a <em>refund</em>, WHICH THEY NEVER DID. All they have <em>done</em> is give us the run around, and \" escalate our case '' which does not go anywhere. They do not return calls. XXXX is a fraudulent company and USAA failed to protect us and our <em>money</em> as they're supposed to in situations such as this. We paid {$5300.00} for tickets that were fraudulent and neither XXXX nor USAA have <em>done</em> anything to help us."]},"sort":[11.080967,"11658733"]},{"_index":"complaint-public-v1","_id":"11306943","_score":10.747116,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX2024, I realized that I had accidentally made an electronic bill payment to Macy 's credit card in the amount of {$5100.00}. I had intended for the payment to be {$50.00}. I called XXXX ( my banking company ) and it was during closing hours, so I was not able to speak with anybody. I called Macy 's - the number on the back of my card- but ran into the same situation with nobody being able to help me. \n\nOn XX/XX/XXXX2024, I called Macy 's as soon as they opened to let them know I had accidentally made an overpayment and would they please refund my payment. I called the number on the back of my Macy 's card ( XXXX ). \n\nWhen the phone was answered, it was a strange auto message and talked about being eligible for a prepaid Macy 's gift card ( I don't remember the amount ). This seemed unusual as when I have called Macy 's before, they've never had anything like that. A man came on the line and he already had all of my Macy 's account and address. I told him what happened and he asked for my routing and checking number to they could reimburse me. I said I wasn't comfortable providing that information and pressed him for why he needed it. He asked me for the info several more times and was agitated with me. I said I just wanted them to mail me a check. He pressed me again for the bank info. I asked to speak to a manager to have them explain why they needed the information. The man immediately hung up on me. \n\nI looked at my phone call history, and I had called the Macy 's number, I did not dial an incorrect number. The man on the line definitely had all of my information though. He even called me by my complete name. I did NOT give him my routing and checking number at any point. \n\nI redialed the number on the back of my card again and this time it went to the usual Macy 's helpline. When I was finally able to speak with a rep and told them what had happened, they didn't seem concerned. I then proceeded to tell them what happened. After quite some time on the line, the rep told me that they could refund me the {$5100.00}. She asked for my routing and checking account number so they could do an electronic refund. I asked why she would need that info since my payment waws sent to them electronically. She explained that they could receive payments electronically but could not reverse them once they had cleared so they had to get my routing and checking number for a quicker refund. I said I wasn't comfortable doing that since the call right before her was asking for the same information and he was not legitimate.\n\nThe Macy 's rep then said that she would send me a text number to my number on file and I could read her back the security code for verification purposes. I did that since I did not have to give her my number. I read it back to her to confirm. I then gave her my routing and checking number ( the idea of waiting for a check in the mail was far too long and I wouldn't have been able to cover my bills ). She said I would see the reversed charge within 3-5 business days. \n\nThe Macy 's rep advised that I file a dispute with XXXX so that a case could be opened at XXXX to protect me. I filed two different dispute 's with XXXX. I filed a dispute with XXXX on XX/XX/XXXX with they reviewed and closed on XX/XX/XXXX stating \" Closed-Not A Dispute. '' I then filed an additional dispute with XXXX on XX/XX/XXXX which they also closed stating the same thing - \" Closed-Not A Dispute. '' The following week I called Macy 's again as I still had not received the credit. The rep who answered, who spoke with a heavy accent, seemed confused by it all and said that there wasn't anything noted in my account about what I had previously called about. After long enough she said that she did find something and it said it had to be reviewed by a different department in Macy 's, but that she w\n\nould start a claim. She then asked for my routing and checking number which was frustrating since I had previously given it to them. She gave multiple stories and at one point said \" oh I do see your routing number but it didn't save your checking number. '' I told her to just mail the check as I wouldn't be providing the information again. She said if I didn't give her the information then it would take up to 30 days for a check to be refunded. I immediately asked for a supervisor and she said it would take awhile but she could help me. I told her I wanted a manager. I really could not understand a lot of what she was telling me due to the language barrier and accent. There was also a lot of background noise that made it hard to hear as well. She finally said she could transfer but before she transferred me she said she misread my account and that it could take up to 55 days for a refund to be issued. The manager finally got on the line and said she was up to date on the situation and that she had a case started and they would get me repaid right away if I would give them my routing and checking numbers. I advised her that I would NOT be providing that information again. She said okay, but it would take 7-10 business days for a refund to be issued by mail if I wouldn't give her my routing and checking number again. I told her that was fine and to please send the check. I actually received the check 3 days later. I was surprised that it had arrived so quickly. There was one letter from \" Macy 's '' that said a refund check would be sent under separate cover and that I would receive the check within 7-10 business days. The check actually arrived the same day under separate cover. The check was issued by Citibank , N.A . The address on the check is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. There is also an additional notation that says \" Citibank , N.A . ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. '' The routing number is XXXX ( I realize now that it is XXXX numbers should only be XXXX ), the checking number is XXXX, the check number on the right hand side bottom is XXXX. In the upper right hand corner, the check number is listed as XXXX- which I now realize is the same as the \" routing number ''. There was no phone number on the check. Nor was there a logo.\n\nIt should be noted that the original letter had the last four digits of my account noted correctly. On the check that arrived, the document had a different account number. I did not realize this until today XX/XX/XXXX ). \n\nOn XX/XX/XXXX when the check arrived, my spouse and I discussed if we thought the check was legitimate or not since it had arrived so quickly. It seemed weird. We hesitated depositing the check, but since we had a negative balance in our account and had borrowed money from family to make ends meet while we waited for the {$5100.00} refund, we decided to go ahead and deposit it. Since XXXX verifies checks that are deposited through the app, we assumed they would notify us if there was a problem.\n\nThey did not notify us of any problems. \n\nToday ( XX/XX/XXXX ) I happened to be looking in the app to see if a rent check had cleared my account. It had not, but I also realized I again had a negative balance in my account. I reached out to a rep through the app chat to see if they could help me. He advised me that it had something to do with the deposit for {$5100.00} and the check needed to be returned to the issuing bank. I asked what the problem was with the check and he said \" this usually means it's int he process of returning but there is not a notification of this yet. You may confirm by calling in at ( XXXX ) XXXX. '' I then called the phone number he provided and waited for over an hour for help. XXXX finally advised me that the check was being returned to CitiBank as they had \" rejected the funds as they did not approve funds. XXXX then re-opened my second dispute so that they could investigate. \n\nXXXX did not offer any solution or type of help or safety in place. I will again have to borrow money from family members as my account now has {$5100.00} less in it. The only thing XXXX told me to do was to contact the issuer. \n\nI assumed the issuer was Citibank , N.A . I tried several phone numbers that I located online, but none of them were able to help me. I then called Macy 's, again. They told me that they were the issuer, but that Citibank , N.A . handled their checks and that I should contact them. Macy 's gave me the phone number of XXXX to find out why they had declined payment on the check. \n\nI called that phone number for Citibank who then said they could not provide me any information and that Macy 's would have to provide me with that information. Citibank gave me the number of XXXX - which is the same number I have been using for Macy 's the entire time. I haven't called Macy 's back as I do not seem to be getting anywhere with them.\n\nI did research online to see what next steps are for a fraudulent check case. It indicates that I should report the case to my bank, which I have done. It then indicates to report it to the US Postal Inspection Service since the check came in the mail. The US Postal Inspection Service is closed since it is a Friday night. I then was advised to report to the Federal Trade Commission. I called them but they were closed and said to file a report online with reportfraud.ftc.gov and I was then redirected to consumerfinance.gov - which I am now doing through this report. I was also advised to file a report with my local police department, which I have already done and have a report number and provided them with copies of all of the documentation that I have received related to this case.\n\nCitibank has a number ( XXXX ) for check verification. They said that they could not help me as I am not a Citibank customer. I explained that the check had been I have been advised to file a complaint with the FDIC - which is obviously closed for the weekend as it is Friday night. I was then referred to file a claim with consumerfinance.gov - which I am now doing.\n\nI just spoke with Citibank again who are now asking me for my home address, email account AND a social security number. I refused to provide them with my social security number as that has nothing to do with the check that THEY issued to me. Multiple times I told them I would not provide them with my social security number. They said that they could not help me without that number. They also insisted they could not help me because I do not have an account with them. I reiterated that the check I received was directly from Citibank so therefore I didn't need an account with them. The call was escalated to a supervisor as I was refusing to provide them with my social security number. She also asked for my social security number, to which I said no. They indicated they would be unable to help me without that information. I firmly let them know that I needed help and was already dealing with potential fraud so did not want to provide any additional personally identifiable information. She finally let me tell her the routing number- she never asked me - I told her and let her know it was ten digits and not nine. She ran the number and concluded that it was in fact not a Citibank account and that they would need to research the information.\n\nThis is a fraudulent check and the only way I can figure out that it is fraudulent was that when I originally called Macy 's to report my original concern, my first call was intercepted by someone other than Macy 's.","date_sent_to_company":"2024-12-28T04:43:27.000Z","issue":"Problem when making payments","sub_product":"Store credit card","zip_code":"83642","tags":"Servicemember","has_narrative":true,"complaint_id":"11306943","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-12-28T04:36:56.000Z","state":"ID","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["We hesitated depositing the check, but since we had a negative balance in our account and had borrowed <em>money</em> from family to make ends meet while we waited for the {$5100.00} <em>refund</em>, we decided to go ahead and deposit it. Since XXXX verifies checks that are deposited through the app, we assumed they would notify us if there was a problem.\n\nThey did not notify us of any problems. \n\nToday ( XX/XX/XXXX ) I happened to be <em>looking</em> in the app to see if a rent check had cleared my account."]},"sort":[10.747116,"11306943"]},{"_index":"complaint-public-v1","_id":"11307452","_score":10.714449,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I realized that I had accidentally made an electronic bill payment to Macy 's credit card in the amount of {$5100.00}. I had intended for the payment to be {$50.00}. I called XXXX ( my banking company ) and it was during closing hours, so I was not able to speak with anybody. I called Macy 's - the number on the back of my card- but ran into the same situation with nobody being able to help me. \n\nOn XX/XX/XXXX, I called Macy 's as soon as they opened to let them know I had accidentally made an overpayment and would they please refund my payment. I called the number on the back of my Macy 's card ( XXXX ). \n\nWhen the phone was answered, it was a strange auto message and talked about being eligible for a prepaid Macy 's gift card ( I don't remember the amount ). This seemed unusual as when I have called Macy 's before, they've never had anything like that. A man came on the line and he already had all of my Macy 's account and address. I told him what happened and he asked for my routing and checking number to they could reimburse me. I said I wasn't comfortable providing that information and pressed him for why he needed it. He asked me for the info several more times and was agitated with me. I said I just wanted them to mail me a check. He pressed me again for the bank info. I asked to speak to a manager to have them explain why they needed the information. The man immediately hung up on me.\n\nI looked at my phone call history, and I had called the Macy 's number, I did not dial an incorrect number. The man on the line definitely had all of my information though. He even called me by my complete name. I did NOT give him my routing and checking number at any point.\n\nI redialed the number on the back of my card again and this time it went to the usual Macy 's helpline. When I was finally able to speak with a rep and told them what had happened, they didn't seem concerned. I then proceeded to tell them what happened. After quite some time on the line, the rep told me that they could refund me the {$5100.00}. She asked for my routing and checking account number so they could do an electronic refund. I asked why she would need that info since my payment waws sent to them electronically. She explained that they could receive payments electronically but could not reverse them once they had cleared so they had to get my routing and checking number for a quicker refund. I said I wasn't comfortable doing that since the call right before her was asking for the same information and he was not legitimate.\n\nThe Macy 's rep then said that she would send me a text number to my number on file and I could read her back the security code for verification purposes. I did that since I did not have to give her my number. I read it back to her to confirm. I then gave her my routing and checking number ( the idea of waiting for a check in the mail was far too long and I wouldn't have been able to cover my bills ). She said I would see the reversed charge within 3-5 business days.\n\nThe Macy 's rep advised that I file a dispute with XXXX so that a case could be opened at XXXX to protect me. I filed two different dispute 's with XXXX. I filed a dispute with XXXX on XX/XX/XXXX with they reviewed and closed on XX/XX/XXXX stating \" Closed-Not A Dispute. '' I then filed an additional dispute with XXXX on XX/XX/XXXX which they also closed stating the same thing - \" Closed-Not A Dispute. '' The following week I called Macy 's again as I still had not received the credit. The rep who answered, who spoke with a heavy accent, seemed confused by it all and said that there wasn't anything noted in my account about what I had previously called about. After long enough she said that she did find something and it said it had to be reviewed by a different department in Macy 's, but that she would start a claim. She then asked for my routing and checking number which was frustrating since I had previously given it to them. She gave multiple stories and at one point said \" oh I do see your routing number but it didn't save your checking number. '' I told her to just mail the check as I wouldn't be providing the information again. She said if I didn't give her the information then it would take up to 30 days for a check to be refunded. I immediately asked for a supervisor and she said it would take awhile but she could help me. I told her I wanted a manager. I really could not understand a lot of what she was telling me due to the language barrier and accent. There was also a lot of background noise that made it hard to hear as well. She finally said she could transfer but before she transferred me she said she misread my account and that it could take up to 55 days for a refund to be issued.\n\nThe manager finally got on the line and said she was up to date on the situation and that she had a case started and they would get me repaid right away if I would give them my routing and checking numbers. I advised her that I would NOT be providing that information again. She said okay, but it would take 7-10 business days for a refund to be issued by mail if I wouldn't give her my routing and checking number again. I told her that was fine and to please send the check.\n\nI actually received the check 3 days later. I was surprised that it had arrived so quickly. There was one letter from \" Macy 's '' that said a refund check would be sent under separate cover and that I would receive the check within 7-10 business days. The check actually arrived the same day under separate cover. The check was issued by Citibank , N.A . The address on the check is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. There is also an additional notation that says \" Citibank , N.A . ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX '' The routing number is XXXX ( I realize now that it is XXXX numbers should only be XXXX ), the checking number is XXXX, the check number on the right hand side bottom is XXXX. In the upper right hand corner, the check number is listed as XXXX- which I now realize is the same as the \" routing number ''. There was no phone number on the check. Nor was there a logo.\n\nIt should be noted that the original letter had the last four digits of my account noted correctly. On the check that arrived, the document had a different account number. I did not realize this until today XX/XX/XXXX ). \n\nOn XX/XX/XXXX when the check arrived, my spouse and I discussed if we thought the check was legitimate or not since it had arrived so quickly. It seemed weird. We hesitated depositing the check, but since we had a negative balance in our account and had borrowed money from family to make ends meet while we waited for the {$5100.00} refund, we decided to go ahead and deposit it. Since XXXX verifies checks that are deposited through the app, we assumed they would notify us if there was a problem. \n\nThey did not notify us of any problems. \n\nToday ( XX/XX/XXXX ) I happened to be looking in the app to see if a rent check had cleared my account. It had not, but I also realized I again had a negative balance in my account. I reached out to a rep through the app chat to see if they could help me. He advised me that it had something to do with the deposit for {$5100.00} and the check needed to be returned to the issuing bank. I asked what the problem was with the check and he said \" this usually means it's int he process of returning but there is not a notification of this yet. You may confirm by calling in at ( XXXX ) XXXX. '' I then called the phone number he provided and waited for over an hour for help. XXXX finally advised me that the check was being returned to CitiBank as they had \" rejected the funds as they did not approve funds. XXXX then re-opened my second dispute so that they could investigate. \n\nXXXX did not offer any solution or type of help or safety in place. I will again have to borrow money from family members as my account now has {$5100.00} less in it. The only thing XXXX told me to do was to contact the issuer.\n\nI assumed the issuer was Citibank , N.A . I tried several phone numbers that I located online, but none of them were able to help me. I then called Macy 's, again. They told me that they were the issuer, but that Citibank , N.A . handled their checks and that I should contact them. Macy 's gave me the phone number of XXXX to find out why they had declined payment on the check. \n\nI called that phone number for Citibank who then said they could not provide me any information and that Macy 's would have to provide me with that information. Citibank gave me the number of XXXX - which is the same number I have been using for Macy 's the entire time. I haven't called Macy 's back as I do not seem to be getting anywhere with them.\n\nI did research online to see what next steps are for a fraudulent check case. It indicates that I should report the case to my bank, which I have done. It then indicates to report it to the US Postal Inspection Service since the check came in the mail. The US Postal Inspection Service is closed since it is a Friday night. I then was advised to report to the Federal Trade Commission. I called them but they were closed and said to file a report online with reportfraud.ftc.gov and I was then redirected to consumerfinance.gov - which I am now doing through this report. I was also advised to file a report with my local police department, which I have already done and have a report number and provided them with copies of all of the documentation that I have received related to this case.\n\nCitibank has a number ( XXXX ) for check verification. They said that they could not help me as I am not a Citibank customer. I explained that the check had been I have been advised to file a complaint with the FDIC - which is obviously closed for the weekend as it is Friday night. I was then referred to file a claim with consumerfinance.gov - which I am now doing.\n\nI just spoke with Citibank again who are now asking me for my home address, email account AND a social security number. I refused to provide them with my social security number as that has nothing to do with the check that THEY issued to me. Multiple times I told them I would not provide them with my social security number. They said that they could not help me without that number. They also insisted they could not help me because I do not have an account with them. I reiterated that the check I received was directly from Citibank so therefore I didn't need an account with them. The call was escalated to a supervisor as I was refusing to provide them with my social security number. She also asked for my social security number, to which I said no. They indicated they would be unable to help me without that information. I firmly let them know that I needed help and was already dealing with potential fraud so did not want to provide any additional personally identifiable information. She finally let me tell her the routing number- she never asked me - I told her and let her know it was ten digits and not nine. She ran the number and concluded that it was in fact not a Citibank account and that they would need to research the information.\n\nThis is a fraudulent check and the only way I can figure out that it is fraudulent was that when I originally called Macy 's to report my original concern, my first call was intercepted by someone other than Macy 's.","date_sent_to_company":"2024-12-28T04:34:33.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"83642","tags":"Servicemember","has_narrative":true,"complaint_id":"11307452","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-12-28T02:32:42.000Z","state":"ID","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["We hesitated depositing the check, but since we had a negative balance in our account and had borrowed <em>money</em> from family to make ends meet while we waited for the {$5100.00} <em>refund</em>, we decided to go ahead and deposit it. Since XXXX verifies checks that are deposited through the app, we assumed they would notify us if there was a problem. \n\nThey did not notify us of any problems. \n\nToday ( XX/XX/XXXX ) I happened to be <em>looking</em> in the app to see if a rent check had cleared my account."]},"sort":[10.714449,"11307452"]},{"_index":"complaint-public-v1","_id":"3384588","_score":10.643214,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/XXXX, Discover Bank notified me of charges that were not my own on their card and in looking, I realized that my card was missing/lost. The total charges were for over {$3000.00}. Discover claims that it did an investigation into the charges, but due to the fact that the card had a fraud matter in the past that they paid and that an item was returned ; they denied the fraud claim. I acted in investigating myself, as a charge was for a hotel room booked through XXXX. When I gave XXXX the itinerary number, they asked my name, email address, phone number - and said it didn't match their records. Of course not ; because I didn't make the charges - the card wasn't in my possession. I contacted XXXX XXXX, another merchant where the fraud occurred. I spoke with the manager who confirmed an item was returned but also told me items that were purchased - a laptop and other electronic items. The transactions were made in the XXXX, NY area ; I've never lived nor visited XXXX. So Discover just flat out denied the claim. I wrote the following letter to the CEO because I was so disgusted that they continue to ask me for money for Certificates of Deposit, and Savings Accounts. I'm a high net worth individual and have been targeted with identity theft and fraud in the past, and my banks have always protected me. I called today to speak with a Supervisor named XXXX who said my letter sent to Discover 's Corporate office was received ; but he said it was unlikely the letter will be responded to or I will get a call back. I asked if he was serious, he said yes. They simply, do not care. Right now there is a CREDIT on the account that they haven't paid back, nor did this Supervisor ask if I wanted a refund of the credit ... he just wanted me off the phone. \n\nLetter : XX/XX/XXXX VIA CERTIFIED MAIL CONFIDENTIAL COMMUNICATION DISCOVER BANK ATTN : Mr. XXXX XXXX, Chief Executive Officer Corporate Headquarters XXXX XXXX XXXX XXXX XXXX, Delaware XXXX Re : Fraud Charges ; Discover Bank Card Ending XXXX Dear Mr. XXXX, I am writing out of extreme frustration, disappointment and shock over an experience this year with Discover Bank. I have been a Discover cardmember for well over 4 years now. I have a {$30000.00} credit limit. My card became missing in XX/XX/XXXX and I noticed charges that were NOT authorized by me coming from the XXXX NY area. The fraud totaled over {$3000.00}. I am a high net worth individual and it is not uncommon for me to fall victim to this kind of activity due to that. I am a client of XXXX XXXX Private Bank, XXXX XXXX XXXX XXXX XXXX and also have disbursement accounts with a local credit union. I have enclosed some of my more recent balances just in my local credit union alone to show that I am not someone that has anything to gain by what your company has accused me of. After the fraud investigation by Discover had concluded, all the charges ( I highlighted them for you ) were returned to the account. I was astounded. I called and was on hold for a significant amount of time reaching the Fraud Specialist handling the claim. I was told that because there had been fraud on the account before and that whomever made the charge, returned an item which is unusual, at XXXX XXXX, they were claiming that I authorized the charges. This is false. Your fraud department, by means of its own and for its own convenience had decided that the pattern was unusual, thus they were denying the fraud claim. To make matters worse, one of the vendors XXXX had actually returned the funds to Discover. But Discover returned the funds back to XXXX!! Making me pay on a matter of fraud. I was told that I would have to produce new evidence. So, I took time out of my busy day and called XXXX. Repeatedly being told that my information didnt match the information on the booking, so they couldnt help me! Even after telling them that it was a matter of fraud. This is conclusive evidence that I didnt make the XXXX reservation. However, since none of the information matched ( phone, address, name, etc ), they couldnt provide me with the details to give to you. Amazing. Next I called the XXXX XXXX in XXXX NY where nearly {$2500.00} was spent. The manager confirmed that something was returned and agreed that it was unusual, but they dont check IDs ( my cards always say see id on the signature ). He told me a laptop was purchased, along with some other expensive equipment and nobody from Discover Bank had contacted them. \n\nI spent hours out of my busy day out of anger trying to figure out details needed to give to your Fraud Department so they would take this matter seriously. After asking my accountant to pay only the minimum balance on the card while this was cleared up ( thinking we would get evidence that shows I didnt make these purchases ), I was told by a Manager of the Fraud Team that the case was closed and would not be reopened. So, I could pay Discover or be delinquent. Thus, I asked my accountant to write a check for the full balance on the card. This is wrong. I routinely search for banks for good rates on CDs, Money Market accounts, etc. and Discover Bank has been brought to my attention recently for its rates. I will not deposit {$250000.00} in Discover Bank so that it can mistreat customers the way I have been. I will admit I was planning in XX/XX/XXXX to open a Certificate of Deposit with Discover Bank for {$250000.00}, but I will not. I dont plan on ever using the card again so long as this decision remains. I seek Corporate to reverse the decision and readjust my account for the fraud claim in XX/XX/XXXX. \n\nI have had Fraud Claims with XXXX XXXX XXXX and XXXX in the past ( as I told you, high net worth are targeted ) ; I have NEVER had a fraud claim denied. With someone who is worth over {$5.00} Million, and has well over {$1.00} Million in liquid cash assets, do what your bank is basically accusing me of? I just paid off my XXXX card with a balance of over {$80000.00} I pay my balances in full monthly! Your Fraud Department was looking for the easy way out, it was looking for reasons to not protect me but to protect itself. \n\nI am asking you to appoint someone from your Corporate Office to address this matter to a satisfactory resolution. Its unacceptable that a vendor returns funds to your bank under a fraud claim and your bank sends the funds back, while I get the run around ( XXXX )!  Please see the enclosed documents : statement from the time of the dispute, bank summaries from my local credit union showing the cash that I have on hand. It does not make sense. Please handle this as a respectable bank would and treat your clients as you would wish to be treated. Correct this problem. I will look forward to hearing from you or an appointed officer in your Corporate Office. \n\nXXXX XXXX, I am simply asking for someone in XXXX to take a look at the matter and discuss it with me. And, I can not get that done.","date_sent_to_company":"2019-09-24T18:11:48.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"134XX","tags":null,"has_narrative":true,"complaint_id":"3384588","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2019-09-24T17:38:34.000Z","state":"NY","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I will <em>look</em> forward to hearing from you or an appointed officer in your Corporate Office. \n\nXXXX XXXX, I am simply asking for someone in XXXX to take a <em>look</em> at the matter and discuss it with me. And, I can not get that <em>done</em>."]},"sort":[10.643214,"3384588"]},{"_index":"complaint-public-v1","_id":"13706558","_score":9.787949,"_source":{"product":"Credit card","complaint_what_happened":"b'I chat with automatic system chat service XXXX  .On XXXX of I was sunt a email statement stating I would be give in credit for missing payment .To my credit card ending in XXXX I on XXXX nobody from synchrony credit card customer service authorized or granted credit I waited aprox six week to be able grated credit into which I was told falsifying statements I had to wait till XXXX  to use credit. Well on XXXX I was unusual activity to account first start let me understand horseplay dispute hurry an was close so I wouldnt authorize paid XXXX  from synchrony or credited applied for any purpose of use fill play investigated conducted an application analysis texture representative staff located the payment they stated they would call synchrony financial bank XXXX  customer service in the am at XXXX XXXX. Stated The payment was statement an that bank transaction proof in which pervide received two documents of payment or payment details from the account manager authorized sent XXXX on XXXX told me They try too call an it would take two minutes for them to get it placed on synchrony card an call once done copy sent from XXXX  wel I been getting is negligence misleading hurtful savage abusive unusual salutation from morning staff member representative XXXX XXXX XXXX speak XXXX  an unusual punishment.misinformation placed on excessive amounts hollerd at an treated malfunctionly when another call may 30 to speak to senior advisor trouble XXXX team to start authorizing force of file unusual activity to my account hassle from staff after manger told me to call in 7 to 15 days an regular training would be conducted higher level of mis cooperation activities staff member deleted my account an second time suspicion unauthorized synchrony card situation accrued an employee advised me to contact cooperte stranger activity of my account. Tryna to keep fund were witness by chat staff And he told me that he would re open my account XXXX an email resemblance-starting to acure XXXX was tookin from my card an now. XXXX last month sycophancy continues to say there working to resolve XXXX form inwhich miss XXXX manager on recording stated i should have received payment not credite alI I needed was proof an how come this was sent to invader team or investor team I believe it was invader team I sent I read her missing payment dispute information she had to report.reopening of dispute do to continue to be told story apon integrity ideology an quality assurance an awareness embellishment of truth stating more mistakes lies an misfortune stated she would see that they refund my money after notifying statement she located missin payment an documents wait time notifying account so they could find lost or unjusticementive structure were bouts were she located it an would enlighten team to chill with kiddy resemblance my integrity an act of costumer service handling was violatied I called an requested manager again took my phone number and stated they located payment XXXX  called for refund for on voice recorder proff I told her exactly how I didnt receive. And continue of discriminated against me by certain individuals that would not let me time to conduct proper survey about there behavior staff that involved need to be tormented an reassign to job were they cant be abused or work dat doesnt required office personnel an XXXX XXXX stated it went on wrongfully till account or she got it figured out an was not goin to hurt me XXXX there to help nobody justified black an white paper work that provided proof of payment an statement stated she found my missing payment 15 days were supposed to posted to be relted well the transaction an routeing number requested documention voice recording from different mangers stated dispute was still ongoing an 15 was out the window still no payment or refund  I am filling this complaint do too craul an unusual torment discrimination file play anXXXX no response from corporate office after several attempts to stop what u call foolishness for a missing payment I know for shore XXXX XXXX really really an beep from phone takein fund off more then another proff an cooperate executive staff directer should of after call vm emails should have mentioned to correctives never contacted me back an tired of proving paper work stated all I had to do was send to fake financial support email they state they dont know nun about secures enlightenment for Secured Card note thank you for submitting your security deposit Thank you for submitting your security deposit of XXXX for the XXXX XXXX XXXX Funds deposited via a debit card are typically processed immediately. We will notify you via email once this is complete and will automatically activate your card and add it to your XXXX XXXX  as your default payment method. Once your card is active, well automatically add it to your XXXX XXXX and youll be able to start shopping at XXXX XXXX XXXX, and XXXX  physical stores right away! Thank you for choosing to build your credit with the XXXX XXXX XXXX XXXX and Synchrony XXXX XXXX XXXXXXXX XXXX or its affiliatesXXXX XXXX and all related marks are trademarks of XXXXXXXX XXXX or its affiliates, XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX SYNCHRONY BANK XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AR XXXX Account Number Ending In: XXXX Dear XXXX XXXX Thank you for your recent inquiry regarding your XXXX XXXX XXXX  account, and the opportunity to be of service to you. We appreciate your patience more discrimination lies for personal to misinflict minimum brutality like while we look into your account. It may take us one to two billing cycles to respond to you.We value your business.Our experienced team of Customer Care Specialists are ready to help, if you need further assistance. Sincerely, Synchrony Customer Service XXXX-XXXX Account is owned by SYNCHRONY BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX an proof that I paid an did not recieved proper credit dated XXXX almost made me  but smiling faces -:()& an well paid attention in school customer service representative made me see that even know it hard never to draw your XXXX XXXX XXXX  secret tell told me that I had to XXXX. More than a month waiting an ignorance satan  cooperation stated I have recorded staff members do to inferior dignity unusual behavior activitie to an on my account XXXX  card numbed procession at the same time I have dated resident and there  are violating Im no longer in California but recent mailing informed to me stated I am still under the California political policy law that no staff rep cant notify my account or contact member as they did leave notes or help others navigate it nunthing in such help or accept interfere with business without my permission craul an unknown document on my secure card about credit lets me know representative are still testing license  meaning anybody could have taken or filled computering network usein since training should of been an pleaed without plead my case in my case instead of proper training I found aincompetent cooperation team of professional working proubly graduatied XXXXXXXX XXXX  next employee arn meaning not the first time simple justice to resolve or directed to correct deportment that handle grievances affidavits form filed against cooperate members in takeing avange of human justice conditions treatment In which torture and punishment when no wrongfulness occurs should bleach propermtly based on biblical instruction before leaving earth correctly use to a system of justice Lieutenant or above  gathering data uptain for building without measures square an proudly natural lized apart of military an frenzied air fored lived university of Little Rock states'","date_sent_to_company":"2025-05-25T11:33:17.000Z","issue":"Trouble using your card","sub_product":"Store credit card","zip_code":"72204","tags":null,"has_narrative":true,"complaint_id":"13706558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-05-25T07:38:00.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company won't increase or decrease your credit limit"},"highlight":{"complaint_what_happened":["my <em>money</em> after notifying statement she located missin payment an documents wait time notifying account so they could find lost or unjusticementive structure were bouts were she located it an would enlighten team to chill with kiddy resemblance my integrity an act of costumer service handling was violatied I called an requested manager again took my phone number and stated they located payment XXXX  called for <em>refund</em> for on voice recorder proff I told her exactly how I didnt receive."]},"sort":[9.787949,"13706558"]},{"_index":"complaint-public-v1","_id":"2991469","_score":9.432791,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Complaint is against XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX who backs the TJX Rewards Platinum Mastercard. \nCharges started on XX/XX/2017. They are showing {$400.00} in charges, plus additional interest. I see even more charges from these scam fraud companies. \nI called the credit card company as soon as I saw the charges on my bill. Told them I didn't purchase anything and told them to shut my card down. They issued me a new card and then they continued to let these companies charge things to me yet again! So I started to investigate myself and obtained one of the phone numbers for the fraud companies from the credit card company from billing. Upon calling the companies, they wanted all my info! They claim the purchase was made at XXXX, which in itself is a red flag. I never received any items from these 7 plus companies ever! Of course now I have given them my address over the phone, so they had my info to claim they shipped things to me with. Nobody will tell me what was purchased on either side. The company in California claims someone called the next day to cancel the purchase. It wasn't me either, since I didn't get their number till the next months billing cycle. I wear no make up products, creams and don't use any devices on my body. I was also in an accident just before these purchases, where I was XXXX XXXX XXXX XXXX XXXX and unable to XXXX XXXX XXXX XXXX without extreme assistance. Still injured to this day. XXXX XXXX can see that my credit history shows only local purchases in the area I live in and I am not a big spender, most is food and some thrift store purchases. I have never given out my credit card info to purchase anything online except a couple of times from their stores they are connected to which is TJMaxx. They can see the whole time I have owned the card that is all I have used it for. I would never order any skin products period. I get XXXX from everything and have a real problem getting XXXX even from the doctor, because I am so sensitive. XXXX XXXX can NOT say I purchased these products or whatever it was, as I didn't and they can't seem to show proof of my signature anywhere for purchase or delivery of such items. Nothing has come to my home by mail, XXXX or XXXX. When I disputed the purchase to the California company they said it won't work out in my favor, but they will refund me 30 %. What? I never made the purchases! It seems this company has a lot of fraud connected to it and that was only one of the many companies that charged to my credit card. I didn't call any others, as I didn't want to give out my info to even more of them. I have opened a fraud case every month with XXXX XXXX, since I found out and they close them with saying Merchandise was shipped to verified address, which is very false. Still no proof of purchase or delivery with my signature. What was even ordered from 10 places? They started out with small charges like {$1.00}, {$2.00}, XXXX, {$16.00}, then moved up to larger charges of {$94.00}, XXXX, etc. Multi charges all within a short period of time of just days. Then the next month it started again and again. I don't understand why XXXX XXXX is taking the side of someone who is committing fraud and companies that are part of it, if they are even real companies or not. I told them right away and they let it continue. I have a freeze on my account and have put fraud alerts on the 3 main credit reporting bureaus. I have received notice from XXXX, my own person bank and XXXX XXXX that my info has been breached and released including credit card numbers, pins, codes, my address, account info, etc. I even filed a police report. I will not pay the charged amount. I have been paying my own charges that are valid by the due date. The card is still frozen and I would have done that the second I found out charges were made if I knew I could. I wasn't told that till many months later. I would not open an account with XXXX XXXX again, as those fraud companies again would be charging to my account. I looked online and there are so many complaints against XXXX XXXX who seem to back local stores for credit. I have no issues with any other creditors and all my cards are paid off except this one. I won't be paying these charges ever, as they are not mine. I guess it will put a ding on my credit, but it will forever be marked as fraud to me. With all the money I have spent using this card you would think they would be able to figure out that they weren't my charges. It is a big waving red flag that they seem to be blind to. Other credit card companies will be getting my business from now on. My credit score is very high. XXXX XXXX should be ashamed for siding with a bunch of scamming fraud companies! I will file with every company or agency I can to report this fraud until it is resolved. I will not stop till they correct it period.","date_sent_to_company":"2018-08-16T13:02:39.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"20708","tags":null,"has_narrative":true,"complaint_id":"2991469","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2018-08-14T18:21:45.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The card is still frozen and I would have <em>done</em> that the second I found out charges were made if I knew I could. I wasn't told that till many months later. I would not open an account with XXXX XXXX again, as those fraud companies again would be charging to my account. I <em>looked</em> online and there are so many complaints against XXXX XXXX who seem to back local stores for credit. I have no issues with any other creditors and all my cards are paid off except this one."]},"sort":[9.432791,"2991469"]},{"_index":"complaint-public-v1","_id":"9649035","_score":9.350166,"_source":{"product":"Prepaid card","complaint_what_happened":"Lets begin this with the most important thing...\n\nYOU HAVE GONE INTO YOUR SYSTEM AND CHANGED LEGAL DOCUMENTS SOMEWHERE BETWEEN XX/XX/XXXX AND XX/XX/XXXX. YOU HAVE REMOVED THE DOUBLE DEBITS, YOU HAVE ADDED DESCRIPTIONS, ALTHOUGH THEY ARE WRONG THEY HAVE BEEN ADDED AND NOT SEEN PRIOR TO XXXX XXXX. THE BANK DEPOSITS AND CREDITS HAVE ALL BEEN CHANGED BY YOU WHY IS THAT? I WAS SENT THIS PAPERWORK XX/XX/XXXX VIA EMAIL BY XX/XX/XXXX IT HAS ALL BEEN CHANGED COMPARE THE TWO. IS THIS LEGAL ARE YOU ALLOWED TO REMOVE AND REWRITE A DOCUMENT THAT HAS BEEN SENT OUT PRIOR. I TOLD YOU WHY I LIKED HAVING THIS SENT AND THE GUY ON THE OTHER END NOT KNOWING WHY BECAUSE HE SENT ME REAL TRUE DOCUMENTS AND NOT THE NEW AND IMPROVED YOU ARE NOW TRYING TO PASS OFF. YOU HAVE CHANGED REMOVED REWRITTEN MY BANK TRANSACTIONS. YOU HAVE ADDED THINGS LIKE STORE RETURN. DO YOU SEE THE VET YOU ADDED AS A STORE RETURN?? UM ITS MY VET WHAT XXXX XXXX  CAN I RETURN TO THEM? YOU SCREWED UP AND PICKED RANDOM TRANSACTIONS AND MADE UP WHAT HAPPENED WITH THEM. XXXX IS ANOTHER XXXX  IS NOT SOMETHING YOU CAN RETURN? YOU SHOULD HAVE DONE YOUR RESEARCH BEFORE MAKING CHANGES THAT STICK OUT LIKE YOURS DO. A VET RETURN AND A XXXX XXXX. \n\nI DONT BELIEVE YOU CAN GO IN AND REMOVE DEBITS FROM MY ACCOUNT CAN YOU? CAN YOU MAKE UP STATEMENTS AND TRANSACTIONS LIKE YOU HAVE? I THINK THESE NOW BECOME FALSE RECORDS. RIGHT? I AM GOING TO CHECK HERE AND SHOW THE CFPB, THIS IS WAS SENT TO THE ATTORNEY GENERAL AND I THINK THE OCC AND THE FTC THIS IS LIKE FORGERY MAYBE ITS YOU WHO TOOK MY MONEY YOU DID HAVE SOME INHOUSE PEOPLE STEALING DURING COVID. AND YOUVE HAD TO COVER AN ORIGINAL DOCUMENT AND MAKE CHANGES THAT BEHOOVE YOU. AGAIN I THINK THIS IS AGAINST THE LAW. I TOO WILL BE GOING BACK TO THE XXXX AND CHECKING WITH THEM. FORGERY XXXX  ITS MUST FALL UNDER SOMETHING BECASE YOU JUST CANT ERASE HISTORY RIGHT??? AND THAT IS WHAT YOU HAVE DONE. SHOCKED IS WHAT I AM. I TOO WILL BE CHECKING IN WITH AN ATTORNEY. YOU HAVE REMOVED AND ADDED TO SUIT YOU. GOOD THING I SAVE EVERYTHING BECAUSE WHAT YOU HAVE DONE CANT BE LEGAL AT ALL. AND ITS ATTACHED TO THIS COMPLIANT Looking at the letters you have attached to your reply here. You are correct, the last time I wrote to complain about Bank of America was XX/XX/XXXX2 when I complained right here on the CFPB : I have my own copy and did not need you to send me anything.\n\nYou are very confused as far as the claims go You have turned my old XXXX XXXX claims into brand new ones. Nothing is new, nothing has been added or changed since my police report. And if any changes were made, t hey were done by you, not me. \n\nI spoke to XXXX XXXX supervisor in XXXX and she told me that none of my original bank statements were available anymore I was connected to and emailed a copy of debits and credits .It is XXXX pages.. I would like an explanation as to why there are double debits for nearly every transaction? I would like my account to be refunded for the double debits. \n\nXXXX XXXX Attachments Mon, XX/XX/XXXX, XXXX to me Thank you for contacting prepaid customer service. The statement ( s ) you have requested are attached. As a reminder, you can view past statements online at any time by visiting the website printed on the back of your card.\n\nPlease do not reply to this message, you will not receive a response. If you need further assistance, please contact Prepaid Card Customer Service at the number on the back of the card.\n\nThank you, Bank of America Customer Service I have not been able to view statements online for years now. Your system says I am puting in the wrong SS # Just tried it again. No luck! \n\nYou are misinformed by thinking that the money I got back was on returns??? XXXX, XXXX, XXXX Dentist, my vet??? Come on really??? those are not returns!! That is called double debit or fraud. Probably hard for you to tell the difference when youre looking at a map to base your decision on a claim. Looking at a map, viewing shopping habits seems a bit outdated. dont you think? And if you dont live in XXXX  you could not base a decision on a claim by viewing a map.. Take a look at the photo of a typical day. Why dont you see where the closest BofA is to my home??? You could see I could walk a block and be at an ATM. XXXX seems a bit far. As does anywhere else. I know that my IP address was not the IP address used for the online shopping portion of the fraud. I was told that already. I was also told that I am happy you brought up refunds. I don't show a single store refund for my XXXX and XXXX returns. Where is the credit for my store returns? I have continued to ask where they are. \n\nI believe you feel youre delivering the info requested by me, But, youre not! Let me explain what I need from you another way. You have issued claims numbers to me. The claims decisions that arrived to me XX/XX/XXXX. Now when were those claims opened?? In XXXX This is where the problem is and the time of 3.5 years has gone by..\n\nLooking at the decision letters you sent from XX/XX/XXXX we have Claim # XXXX {$2500.00} Claim # XXXX {$6600.00} Claim # XXXX {$1700.00} These are not new claims. Your decision was to deny all of them. I asked what you based your decision on. But more importantly I asked you to send me the transactions under each of the claims numbers. I wanted the transactions under each one of the claims which I would assume would total the dollar amount. I was sent 20 pages of transactions totaling over XXXX. Not correct. I have never had that much fraud on this account. This was sent as your proof of what??? How you went sideways with this and made a mess???? 20 pages where 90 % are true legit transactions shows me nothing. Please send what I have requested and that is once again the transactions under each of the claims numbers above that match the dollar amount of the claim. Since XXXX XXXX XXXX which is when the above were opened to present the dollar amount has changed. Having these transactions and the dollar amounts will give me a more clear picture of what's transpired. I can also check off the list the places that have sent me my money back. And they werent store returns as your letter to the CFPB states. \n\n\nMy email to XXXX XXXX XX/XX/XXXX we had made it down to close to XXXX so things were moving in the right direction. XXXX XXXX put a gentleman in charge, XXXX XXXX XXXX ; he was like XXXX XXXX but at a very high level He then in turn got XXXX XXXX involved and those two were supposed to be with me until this issue was solved. They had my police report, the list of transactions, the name of the private owner of the ATM. They, like the others in the prepaid claims, knew that video and photos were available. All anyone had to do was request it. And nobody did. WHY???? \n\n\nXX/XX/XXXX you were sent a police report which discussed my computer hacking my personal bank account that was wiped clean, another credit card being used as well as my concerns about my identity. The difference between Bank of America and my other creditor is that the other who I have been with for over 30 years could clearly see the fraud. Now they would know my shopping activity and habits. You, not at all. I was spending to save my business, not a typical shop day out with the girls. You are blind to the fraudt! Keep in mind you thought it was possible for me to be at a XXXX dentist. An ATM in XXXX and a shopping spree at XXXX XXXX within the same 30 minutes. Does this make sense????? Does it fit your map theory?\n\nNow I am told that youve not taken into consideration my police report?? You need to factor that in. It is huge!! XXXX in XXXX XXXX  saw it three weeks ago.I asked him about it and he said it is sitting in front of those who make big decisions Go and check the call. XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. They all had it. How did you lose it? Seems to me to be just as important and if not more important than the statements that have been tampered with. Is this how your bank operates? They dont like something that is not in their favor and its deleted or changed??\n\nAt the start your 24 hour turn around denied claims were being run through an auto feeder that has since been ruled by a judge that it cant be done.\n\nYou say in your response to the CFPB that you have reevaluated my claims. No you have not because that would take more than pulling out your map and deciding how close I lived to the transaction when you decide its mine. It would also take the merchants knowing that there are some fraud concerns and you failed to do that with any of the merchants back when this began and now like I have said the hands of time are not on my side. How did you expect for merchants to hang on to this for 4 years? Just because you arrive late to the party doesnt mean it starts over. I have said this in many faxes and emails to XXXX XXXX. The merchants no longer have to do a thing when the time limit has passed. This is up to you making this right. so please quit making up stories.\n\nIt took you 3.5 years to get back to me on the above claims that is excessive. When I heard from you it was XX/XX/XXXX. And that is why this has remained open. Let me share what I have NEVER DONE. I have never called and to give mass amounts of fraudulent transactions like your letter claims I have. That would never happen in this lifetime. I called and gave you my opening three. Sitting 4-6 hours on hold was not my cup of tea. I would fax, email, USPS and every blue moon call and speak to someone but this was never to opeb up disputes. I have never phoned you and added 65 transactions on top of multiple others! You had my police report and it was laid out beautifully as to what needed to be disputed. You should have been going down my police report transaction to transaction. There was a total of about XXXX at its very highest!!! Where or how you are coming up with XXXX, XXXX is absurd and nothing I have given to you. \n\nYou opened multiple new claims between XX/XX/XXXX, and XX/XX/XXXX, and denied because we identified multiple factors that indicate that the transactions were authorized by you or made by someone who has permission to use the card as indicated in our previous correspondence I did not open up multiple new claims between XX/XX/XXXX and XX/XX/XXXX. Those claims are the old fraudulent transactions youve failed to take care of. There was nothing new about them!!! And you need to get together with your XXXX division, the prepaid claims, XXXX  which is your payor and the executive team. I was sent a list of transactions by your prepaid claims division. They asked me to highlight the fraud I did. This was nothing new, these were the same transactions I have continued to say are not mine since XXXX. \n\nDuring our investigation the transactions were within your geographical location, including online purchases, there were no failed PIN attempts, the spending pattern was consistent with disputed and non-disputed transactions There goes your map theory, a theory that is clearly broken and should not be used to determine anything!!! Do you live in XXXX? Because if you dont you cant say that anything is close to me! It could take 45 minutes to go a mile!\n\nThose of you doing the map theory are also experts on my spending habits?? If that is true they should see that I dont spend {$700.00} on\nshopping sprees nor do I frequent XXXX XXXX XXXX yet they claim those are my transactions!! XXXX is not mine and there is nothing to return to XXXX. All XXXX transactions needed to be sent back so could you get on that? XXXX that too not mine I have a store I sell on many platforms I do not use XXXX or XXXX and those all need to be refunded back to my XXXX card. \n\nI am so tired of you accusing me of giving my card to someone else!! Do share what card that would be. I have only my original card and the two others you speak of never come here .They have never been in my possession, they were not activated or used by me!!!! You have only sent me XXXX card.\n\nthere is a history of cancelled/returned items which resulted in a credit from the merchant on disputed transactions, WRONG Again this is where you are very wrong!!! But now that youve brought up cancelled and returned items where are my returned items?? I should have XXXX XXXX XXXX. I don't see them anywhere. I would like to know how you have more XXXX transactions than I do with XXXX??? n tell you XXXX not a return XXXX, not a return XXXX XXXX, they were waiting to hear from you!!! ATM in XXXX? Privetly owned I gave you the name of the place that owns the ATM. I also said you have 90 days to grab those photos that they had., XXXX, XXXX based stores, XXXX XXXX based companies not mine!!! XXXX not mine, Do I once again need to send the transactions that still need to be sent back to my XXXX card. I actually dont do that because I have my original card. XXXX they forgot to deliver so a refund is needed. etc??? You have also failed to issue credits for my store returns. \n\n\" In addition, for claim XXXX that included ATM transactions there was no ATM footage available due to the age of the transactions '' WRONG there was i spoke to the owner of the ATM had footage was available you had 90 days to request it!! You never did. I have an email from the ATM owner and they say they never heard from you. Nobody but me has been in touch. Nice try though And XXXX XXXX they too had video waiting for you and why is the card being used white? I thought they were dark blue? Oh because the gang banger in the video made a card and pounded out numbers on it and is using it!! You see I developed relationships with the merchants I wanted to see when they heard from you and guess what? They never did. You never asked for the videos the photos or you too would have known the card being used in both cases was white. now if memory serves me yours are blue. But you didn't do anything about this because you had it already in your head these were mine. ANd they werent then and they arent today. \n\n\" Since our previous correspondence, your claim XXXX was resolved in your favor and permanent credit was issued to your account on XX/XX/XXXX, and XX/XX/XXXX, totaling {$100.00}. Please see the enclosed transaction history that reflects these credits. The above claims included the transactions that posted to your account between XX/XX/XXXX, and XX/XX/XXXX, and totaled {$8300.00}. Please see the attached document that shows the transactions included in each above claim. On XX/XX/XXXX, the claim XXXX was initiated for transactions totaling {$2500.00}, that posted to your account between XX/XX/XXXX, and XX/XX/XXXX. '' XXXX XXXX police report has the transactions and yours don't add up. I need your help with this. The fraud began around XXXX in XXXX Now its down to XXXX. Yes I have gotten the rest back and it wasn't for store refunds or returns!!! What did you all get back for me? Nothing!!! And being that your departments do not talk, nobody knows from department to department what is being asked of the customer. \n\nStill need store credits for returns on XXXX and XXXX. \nStill need all of XXXX to be returned there should be as many credits as there are XXXX transactions. Same with XXXX. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( as you can see these XXXX are the XXXX XXXX  is same day different transactions ) I have never used a XXXX. Or an XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX all of them XXXX all of them XXXX XXXX XXXX XXXX XXXX I paid XXXX once and left group XXXX was then billed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  notice two transactions back to back my card used for the next XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX back to back transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX is covered in XXXX XXXX amount for fraud still owed to me XXXX XXXX  Again not new items the same as has been on the police report since XXXX. \n\nYour letter states you've seen no pin errors and no checking of balances. I have had pin not been able to use or get into my account for years. I highlighted on your paperwork the balance checks. You must have missed removing this one when you removed the others. I have my original statements coming back from my records storage facility. The entire file will be back in 5 days. I urge you to look for both the many pin errors and balance checking So how can you say that never happened is wrong!!! \n\n\" On XX/XX/XXXX, the claim was reviewed and denied because we identified multiple factors that indicate that the transactions were authorized by you or made by someone who has permission to use the card. During our investigation, prior linked claims indicated that you had possession of the card, no failed PIN attempts, spending pattern is consistent with disputed and non-disputed transactions, there is a history of cancelled/returned items which resulted in a credit from the merchant on disputed transactions, and there was no evidence of aggressive or high velocity of transactions. Thank you for speaking to us in regard to the transactions included in your claims, as discussed, we received your list of transactions that you believe are unauthorized and should be included in your claims. '' There have been no new claims since my police report XX/XX/XXXX so stop with this craziness. \n\nTherefore, the below claims XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were initiated NO NEW CLAIMS SINCE XXXXnot sure what you are talking about ..Go doctor up some more documents. XXXX go back to XXXX look at the list it is the very same list today go back to my police report and review the transactions on the police report the transactions that posted to your account between XX/XX/XXXX, and XX/XX/XXXX, totaling {$12000.00} Wrong!!! Again you are lost. Clueless I have no clue what you are speaking about my police report speaks for itself as does my emails to your CEO. With confirmation of him opening the emails sent and no where has this every been XXXX. Nice try though! \n\n\" Please see the attached document that shows the transactions included in each claim.\n\nIn addition, there was no history of balance inquiries or declined attempts due to insufficient funds or cards being closed, which indicates knowledge of the account and balance '' There were balance checks. Go look at my statements. I can see them and you cant???? Go back and look. \n\nOn XX/XX/XXXX, the claims XXXX, XXXX, XXXX, XXXX, and XXXX were initiated for transactions totaling {$5100.00}, {$1800.00}, {$330.00}, {$100.00}, and {$220.00}. On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, the claims were reviewed and denied because we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use the card or account WHAT ARE YOU DOING THESE ARE NOT CLAIMS FROM XXXXXXXX XXXX XXXXXXXX THESE ARE THE SAME CLAIMS FROM XXXX YOU KEEP GIVING THEM NEW NUMBERS During our investigation we found no evidence of inconsistent aggressive spending or high velocity of transactions, no attempts to use the card after it was closed, and no failed PIN attempts. Its on the paperwork you have attached to your repsonse.\n\nThere were many failed pin attempts I have not been able to get into my online edd account with you for years. It says I am imputing the wrong SS # and wrong card number. This is concerning dont you think?\n\nIn addition, we found no history of balance inquiries, no declined attempts due to insufficient funds or card being closed and there was a pattern of transactions following the card funding where the transactions would stop once the balance was used and start again after new funds were loaded, which indicates knowledge of the account and balance. Weve also included these case documents, which you may find helpful : Previous correspondence dated XX/XX/XXXX Claim correspondence Transaction history, with the Transaction Category Description section Transactions for each claim Heres our response Between the dates of XX/XX/XXXX, and XX/XX/XXXX, we have sent correspondence to you regarding your claims and our decision for those claims. In addition, we have contacted you by phone multiple times Youve contacted me multiple times?? You are joking right?? The only time my phone has rung and its been you on the other end has been after XX/XX/XXXX prior to that I phoned you and would wait 5 to 6 hours hang up and become frustrated. Which is why I stopped and began to fax, email and USPS.\n\nin regard to your concerns. We did not identify a lengthy period of time in which we did not provide correspondence to you regarding your claims. \n\nHow about from XXXX XXXX XXXX XXXX XXXX XXXX XXXX? Seems like a very longtime to me. \n\n\" Provisional credit was issued for claim XXXX in the amount of {$100.00}. Provisional credit was not issued for the below claims because under Regulation E, we must provide you with a resolution or grant provisional credit to the account within 10 days of filing the claim. We have confirmed that we completed your claims XXXX, XXXX, XXXX, and XXXX within that timeframe and your claims XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were not eligible because the transactions were over 130 days ''. \n\nXXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX What are the above claim numbers?? Ive not given you anything new, everything in your system has been there since XXXX \" Our XXXX Liability policy will not hold account holders liable for any portion of thedisputed transactions if those transactions are confirmed to be fraudulent. As we found no fraud has occurred for your claims, the XXXX Liability policy would not apply. All evidence available was reviewed when making the decision of your claims. We received information from you between XX/XX/XXXX, and XX/XX/XXXX. We reviewed the documents you provided as evidence to support your claims, including written statements, requests for the evidence we relied on, requests for the transactions included in each claim and copies of claims letters. The police report and list of transactions sent in XX/XX/XXXX mentioned in your correspondence, were not included with your claims and we have no record of receiving them. '' XXXX saw the police report a few weeks ago or so he said when we were talking on the phone go take a listen to that phone call.. Go ask XXXX XXXX or XXXX XXXX in fact XXXX XXXX connected XXXX XXXX with me and then XXXX XXXX they know all about the police report. The police report and the list of transactions is a huge part of this as stated many times before.\n\n\" If you would like to provide these documents, please fax them to XXXX or mail them to : Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  We strive to resolve each inquiry to our customers satisfaction and each response is based on the facts presented. '' The facts were presented, the police report sent so go find your CEO, XXXX XXXX, XXXX XXXX or XXXX in XXXX XXXX. If you need the police report again it does cost me XXXX I would have to pay which means I float you at this time. It was there three weeks ago its got to be there now.","date_sent_to_company":"2024-07-29T19:06:44.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"90034","tags":null,"has_narrative":true,"complaint_id":"9649035","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-07-29T18:04:53.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["AND THAT IS WHAT YOU HAVE <em>DONE</em>. SHOCKED IS WHAT I AM. I TOO WILL BE CHECKING IN WITH AN ATTORNEY. YOU HAVE REMOVED AND ADDED TO SUIT YOU. GOOD THING I SAVE EVERYTHING BECAUSE WHAT YOU HAVE <em>DONE</em> CANT BE LEGAL AT ALL. AND ITS ATTACHED TO THIS COMPLIANT <em>Looking</em> at the letters you have attached to your reply here."]},"sort":[9.350166,"9649035"]},{"_index":"complaint-public-v1","_id":"3693362","_score":9.088741,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, despite how humorous my writing in for a third time today may seem to those reading, I can assure you that this is not humorous to me. I am writing this time because State Farm reassigned a claims case that I filed last week to a special unit, and I was also forced into making a verbal statement the other day after the claims adjuster ( who sounded super XXXX  ) said he didn't have my written statement ( which was a lie - he had this statement ). In a panic, I actually ended up sending him an old statement ( one that I was editing before I finished, saved, and emailed the final version to my agent ) in a panic because he put me on the spot. Sending him the wrong document ( and then realizing it shortly thereafter ) triggered a XXXX XXXX for me, because I felt unprepared and was not sure exactly what I had not yet organized in the statement I accidentally send ; and, due to my XXXX ( and how uncomfortable I felt with this gentleman ), I was not sure how to communicate the fact that I accidentally sent the wrong statement to him than the final one I sent to my insurance adjuster ( I did say this at some point ; however, he was too XXXX to notice ). All this unexpected pressure, being put on the spot with unfair questions, accidentally sending him a statement ( under duress, again - after he put me on the spot ) that I hadn't edited, etc. triggered a XXXX XXXX for the rest of the conversation, during which I was clearly uncomfortable. \n\nAnd this guy did everything he could ( between the just XXXX tons of XXXX  that he was smoking/his being XXXX  as XXXX, which made me incredibly uncomfortable to have an intoxicated individual handling my $ 10,000+ insurance claim, and his dismissiveness/undermining what I said ). This statement to this gentleman was not consensual. It was made under duress ; and, was only necessitated due to this agent 's lack of professionalism and intoxicated state, which caused him to inaccurately review the documentation that I sent to my agent ( and that he had ) as well as ask inappropriate questions. I would encourage State Farm to drug test this employee immediately ( for which he WILL test positive - I will bet my reputation ) before he has the chance to XXXX up anyone else 's claims.. \n\nAnd, again, this same guy, the guy who was XXXX, said he had the photographs that I forwarded to my agent, but he said he did not have the statement I wrote ( which is a very detailed statement - I spent a lot of time editing it and making sure it is accurate/readable ). This was a lie - he had my statement, as the same email that I forwarded to my agent ( with the photographs he was viewing ) was forwarded to him by my agent earlier that morning, an email that contained the statement. The email in question contained 10 attachments : 9 photos and a PDF document with my written statement. And this guy was too XXXX XXXX  to notice that my REAL statement was attached to the email that my agent forwarded to him ( in PDF format ). That put me in an uncomfortable position in which I felt forced to come up with details on the spot without having prepared for such an encounter beforehand ( because of my false expectation that State Farm would actually do their jobs and review the statement that I spent hours writing BEFORE wasting hours of my precious time interviewing me for no XXXX reason when I have trouble expressing myself verbally due to XXXX ). \n\n\nAs I just stated, I have XXXX. Part of that means that I have trouble \" reading '' people ( so to say ) ; however, autistic or not, a person doesn't need to be neurotypical to tell that the way the guy on the phone was treating me was unfair. He took my XXXX/XXXX XXXX XXXX XXXX XXXX XXXX  and treated me like I was a criminal ( grilling me with unnecessary questions, putting me into uncomfortable scenarios that require me to answer questions for which I don't currently have all necessary information available, asking me very specific and unnecessary details, etc ). I have had this experience before, especially with this quick to judge. \n\nPeople assume that my lack of loquaciousness is dishonesty rather than the fact that I XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( literally ). I  could tell by the way this guy was speaking to me that he had already judged me, because he kept undermining the amount of damage that my items sustained. \n\nIn addition, for certain items that were clearly a complete loss, he kept requesting that I get quotes for the cost to restore these objects ( although I already did the research, and I let him know that I was certain that some items would cost more to restore than to replace - anyone with eyes can see this ). And I have no problem getting those estimates ( now I do - I'm not doing XXXX after you just wasted so much of my XXXX time ) ; and, before I knew my case was reassigned, I had contacted 4 different antiques restoration services to ask for quotes. I even have a charge on my XXXX card for {$5.00} for a website called XXXX ( see attached ) to try and get an art expert to appraise the cost of repairing the damage to my Basquiat ( even though it's very XXXX obvious that it is going to cost a lot more to restore this piece than to replace it - art restoration experts charge $ 150-200 per hour, if not more - you do the math ). This employee who interviewed me was absolutely being partial/unfairly judging me and ( frankly ) sounded like he was XXXX up on a lot of XXXX. That combination, unfairly judging people/jumping to conclusions and a highly intoxicated state, with the power to refer my case to a special investigative unit, is a dangerous combination. \n\nThis individual should not only be fired, he should be put into jail for being intoxicated on the job and that affecting his judgement in a way that has caused me hardship and undue stress. \n\nFor instance ( to give an example of how this individual was undermining me ), I had a set of antique XXXX nesting tables worth {$6000.00} in PERFECT condition that are clearly ruined ( very obvious from the pics I sent ), and this guy kept undermining me when I insisted he look at the pictures to see how the water seeped into the wood and was causing rot ( indicative of the need to fully replace rather than resurface ). And he just kept undermining that, saying oh well it looks like you could resurface them, etc, so on and so forth. Like, dude, you work for me. I am not trying to have a debate. Just shut the XXXX up and do your job. I am done dealing with companies that act like they don't trust me. I was more than fair in my assessment of the damage. It's not my fault that your XXXX-up, pathetic excuse for an employee was too high to XXXX listen to my words. \n\nI asked the last rep I spoke with to cancel my policy, and he has put that in a message to my agent, XXXX XXXX, who I will include on this complaint and I expect to cancel my policy ( as requested ), effective immediately, as well as to refund me the payments I have made since they enacted the policy. And then I request that they either cancel or settle my claim. \n\nI am done giving you my business, though. I repeat : you will never get my business again ( for turning what was supposed to be a time of healing and recovery for me into a literal XXXX nightmare ). Again, though, my friends will hear about this experience one way or another. And I can either tell them that I am no longer doing business with you all because you discriminated against me, that your intoxicated pothead employee falsely referred my case to a VERY serious unit ( from what I understand - I do not take this referral lightly and neither do my attorneys ), and have caused me much pain and suffering. OR : I can tell my friends and family that I cancelled my policy because I had a miscommunication with you all that I just couldn't look past ( given the re-traumatization and how you have turned a time of healing into one of pain ), you all did right by me and paid out my claim ( in full ), and we went our separate ways due to a difference in opinion. \n\nBelieve me when I tell you that my business, my family 's business, and my friends ' business is far more valuable ; and, just know : nobody in my circle gives away anything for free. And if I don't get reimbursed for these items, if my policy does not cover what it said it will cover, it will cost your entire business a lot of money, in the long run. Either way I am leaving your company and will never return. The story that I tell ( which will be the truth either way ) is contingent on how you choose to respond and move forward from here. \n\nI wish you all the best as a company ; and, if I don't hear back from you all soon with a decision on my claim, I will assume that you all are not going to make good on the policy that I have paid good money for ; and, I will tell my entire circle about this experience and allow them to make their own decisions as to whether them, their companies, and/or their associates want to do business with a corporation that ab uses individuals with XXXX and refuses to pay out on policies. I won't tell them what to do one way or the other, because I respect them enough to make their own decisions ; however, if it were me, I know where my business would go, and it would be to anyone other than State Farm. \n\nI don't play games ; and, after the ordeal I have had with XXXX, I don't take any type of referral to an investigative unit lightly. If your corporation thinks it is cute to play games with your customers when it comes time to fulfill your end of the contract, know that it is not, and I am not going to take part in this nonsense. I can ( and am ) opening a policy with another company that will be fair to me. Best of luck to you all - I hope you take pride in know that you have caused an individual, who is already struggling with a XXXX and dealing mistreatment from multiple companies, a great deal of distress over what was a very cut-and-dry matter.","date_sent_to_company":"2020-06-11T06:21:41.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"91324","tags":null,"has_narrative":true,"complaint_id":"3693362","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STATE FARM BANK, FSB","date_received":"2020-06-11T02:17:06.000Z","state":"CA","company_public_response":null,"sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I asked the last rep I spoke with to cancel my policy, and he has put that in a message to my agent, XXXX XXXX, who I will include on this complaint and I expect to cancel my policy ( as requested ), effective immediately, as well as to <em>refund</em> me the payments I have made since they enacted the policy. And then I request that they either cancel or settle my claim. \n\nI am <em>done</em> giving you my business, though."],"issue":["Problem with a company's <em>investigation</em> into an existing issue"]},"sort":[9.088741,"3693362"]},{"_index":"complaint-public-v1","_id":"5735087","_score":9.046539,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Capital One as I have said from the start of this mess you have caused it will continue to snowball unless ONE PERSON works on this and not the 20 who have their hands in the pot. Your reply left here is a joke. You see what the problem is from department to department within your system there is nothing cohesive. The customer service department only knows so much and they show different dates of the events that transpired then the fraud department. So let me share with you how wrong your reply is that you left here. \nLet 's go over your XX/XX/2022 reply to the CFPB. \n\nIn your letter you say that you believe that I am the one who thinks that Capital One placed a fraud dispute on every card on every transaction. I didn't tell you that XXXX XXXX is the one who told me that there were fraud charges placed on all charges on all cards. I didn't tell you that you told me that. I can't even get a straight answer why you canceled all three of my cards which were in excellent standing and paid as agreed. Could you let me know why on XX/XX/2022 you did this?? You see I have been given many answers none of them make sense and none of them once you look at my statements are even true. So do you just make up reasons why you would cancel a customer who is in good standing and never late?? Not to mention I had just paid all three cards off. \n\nQuestion 1. \nWhy did you close my accounts that were in good standing?? \n\nYour letter goes on to say that I feel the interest and late fees are wrong. Yes they are. You have made charges on my cards where there should be credits. I returned quite a bit to XXXX and they show that my card XXXX was refunded. You show it as a new charge. So you are charging me interest on items that should be credits not new charges. And this has been going on since the first of the year. I have included two of the many credits that should have been posted in XXXX. \n\nMy accounts were not reopened on XX/XX/XXXX as your letter states. My accounts were re-opened Wednesday XX/XX/2022. Up until that time I was locked out and unable to see any transactions or letters that you have sent. \n\nXX/XX/XXXX I received a letter from you sent by XXXX. The letter states that your expectations have not been met and my accounts are permanently closed. Again what did I do?? This is the only letter you sent me via USPS or XXXX. I never got one saying my accounts were reopened. And why three days later did you not bother to tell me this? \n\nI will let you know because you are not being honest. You canceled three great standing accounts that were paid on time or ahead of time and often paid in full You made a huge mistake on your end and while I was standing with the desk Sgt at XXXX handling a computer hacking and crypto he suggested that I phone you and share what transpired. I did so in front of the desk Sgt who heard every word I shared with Customer Service. Which was hello I am calling to let you know that my computer has been hacked and my bank account compromised. Thank goodness your cards were not used in this but the Sgt wanted me to call you as a courtesy to let you know should anything arise From that conversation on XXXX  XX/XX/XXXX that took all of three minutes fraud was opened up and from what your Customer Service department says on all charges on all cards. Again those are your words not mine. \n\nFrom there I was locked out and unable to use my cards or see my account. I have called daily spending at times 3 to 6 hrs dealing with this and no further along today than I was in XXXX. I have opened a dispute and that was on my business card the Company Spoiled Child. You adjusted my account and when Spoiled Child paid you took back the adjusted amount of {$180.00}. \n\nYou say that there were charges disputed but not of my doing. In your letter you show a XXXX twice on for {$25.00} the other {$47.00} She is a vendor I purchased items from for my store. You took it upon yourself to reach out to XXXX to open the dispute and then rule in my favor so again you are very confused. You see I paid XXXX when you refused to so why is this charge and XXXX XXXX charge and XXXX XXXX charge all back on my account with you? This is double charging me. My business relies on merchandise and I do many auctions. I used to use your cards to pay but when you closed my accounts and refused to pay the vendors I was not going to get my items. So as you can see I paid for items you still have on my cards and are still charging me late fees and interest. I know what is owed on each card and moreover what is not owed but you have put charges on and adjusted them you have charged me where credits and refunds should have been placed. And not a single department in your entire company has the same information. Customer Service shows I was canceled in XXXX. The fraud Department shows the end of XXXX and nothing is cohesive between the departments. And your department has everything wrong. If you would like to listen to my phone calls I too tape them for quality control. I let your customer service people know this and to date only one has freaked out told me I was not allowed to tape the calls. Why??? You tape them, why can't I? And I let you know that I am just as you let me know too. I think your heads would explode at some of these conversations I have had with your employees. I think that you would be left just as confused as I have been. Nobody gives the same answer to the questions I have asked, put those calls together and it sounds like I am dealing with a company who does not know from department to department what the heck they are doing. \n\nBeing that I am the only one who has kept track of all the mistakes you have made along the way. And being that I can and have produced two out of the many vendors I have paid through cash or card where you are telling me what your fraud investigation showed which is also wrong. You got XXXX involved in this and I trust them I don't trust you. \n\nI have enclosed just a sampling of the many mistakes you have made. I have requested that I speak to one person to get each account worked out. I do not owe late fees. It was told by XXXX XXXX in your fraud department that the late fees and the interest charges would be removed and it adjusted form each of the three accounts. And then we could go from there. That has not been done. \n\nI spoke to the Fraud Supervisor XXXX who was amazing she could see that there were no refunds on my accounts at all. You had made XXXX 's refunds all brand new charges. So the interest I have been paying is wrong and I paid off the cards with your incorrect interest. \n\nI would like to know why you can't seem to make these accounts right?? The credit cards are wrong. Where there are charges where there should be credits. Where XXXX has sent a refund to my card you put it on as a new charge. Why?? When you took it upon yourselves to open up fraud charges and tell me that I did it when I had the desk Srgt of the XXXX who knows that I did no such thing. You then pass this mess to XXXX who tells my vendor you would not be paying. SO I PAID MY VENDORS and now you are charging me again for items I have already paid. This is wrong. \n\nAccording to the FTC and the Fair Credit Billing Act You may withhold payment on the disputed amount ( and related charges ) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount. \nThe creditor may not take any legal or other action to collect the disputed amount and related charges ( including finance charges ) during the investigation. While your account can't be closed or restricted, the disputed amount can be applied against your credit limit. \nThe creditor may not threaten your credit rating, report you as delinquent, accelerate your debt, or restrict or close your account because your bill is in dispute or you have used your FCBA rights. However, the creditor may report that you are challenging your bill. In addition, its against federal law for creditors to discriminate against credit applicants who exercise their rights in good faith under the FCBA. For example, a creditor cant deny you credit just because you've disputed a bill. \nIf it turns out that your bill has a mistake, the creditor must explain to you in writing the corrections that will be made to your account. In addition to crediting your account, the creditor must remove all finance charges, late fees, or other charges related to the error. \nIf the creditor determines that you owe a portion of the disputed amount, you must get a written explanation. You may request copies of documents proving you owe the money You have NOT followed the laws set in place protecting me as a consumer. You have reported me to all three credit bureaus that you closed all three of my accounts all three. You have left a message on the bureaus that if anyone wants to know why they were closed to call and you leave a phone number. I called that number to know what I was told as the reason you closed these accounts down??? Call and you will see. I have a recording. And where does it state that I can't record the call?? I didn't read that anywhere and as long as you are notified at the start of the call and do not protest it then I am well within my rights to continue to record for the entire length of the phone conversation. \nThe law says you can not close my account or threaten my credit rating which is below XXXX now. It was XXXX. What you can report is that I am now challenging the bills. And being that I have produced receipts for the charges I was forced to pay another way and being that I have screenshots of XXXX  refund the date the time the transaction number the credit card refunded XXXX I think that is about all I need for you to get this right. I do expect the interest to be adjusted and the late fees to be removed from each card. I also would like to know when the three new cards will be sent to me??? \nI would like one person to handle this until the end. There are far too many hands and departments in the mix that from one office to the next the information is not the same. \n\nMy patience with this is done. I expect you to do better. \n\nThe true and correct dates XX/XX/2022 I called and disputed Spoiled Child XXXX XXXX I received a text saying that the payment I had scheduled was returned by my bank. I never set up auto pay. This was a mistake on your end and it was set up on XX/XX/XXXX. I never set up auto pay. I pay on the day for that day nothing is set ahead. I phoned and spoke to customer service rep XXXX XXXX XXXX of Customer Service who shared with me that he could see the error was on your end and not mine. He apologized and we hung up. \n\nXX/XX/XXXX I phoned to extend the courtesy of my computer being hacked and my account with my bank compromised. By XX/XX/XXXX all my cards were canceled and my accounts were locked. You reported me to the credit bureaus XX/XX/2022 according to them and from that point until today I have been fighting to get my cards back. \n\nTake a look at the good standing I was in with you and all three of my accounts so I will ask this again why did you cancel my cards and report me to the bureaus??? Do you know how I found out that I was canceled?? My vendors were not getting paid. You had called XXXX with a list of disputes that I tried to cancel. I paid my vendors. I paid my friend at the restaurant. I paid for my pizza. I made good when you said I would never get the cards back. \n\nYou sent a XXXX  letter XX/XX/2022 saying I get nothing and yet where is my formal letter from you telling me the accounts have been reopened?? Where is the formal letter from you laying out the plan on how you are going to remove charges that I have paid, but store credits where credits are do and not make them a new charge with both XXXX and XXXX. Since XXXX. I am going to check because my guess is you have made it a habit of not putting on my refunds but adding them like they are a brand new charge. I bet this is what you have done for a longtime. This means that the interest charges were not correct for sure from XXXX forward. I paid off all three cards and they were at a XXXX balance in XX/XX/2022. \n\n\nUntil this is made right I refuse to pay one cent on any of the cards. I want to work with one person, not 20 like it has been. I am tired of leaving XXXX messages at XXXX XXXX XXXX ext XXXX We go around in circles. I have talked to XXXX at the same number. I expect you to follow the laws written from the fair credit billing act. I want my credit score back to what it was before you ruined it. \n\nXXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2022-07-05T15:01:35.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"90034","tags":null,"has_narrative":true,"complaint_id":"5735087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2022-07-05T14:32:47.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I want my credit score back to what it was <em>before</em> you ruined it. \n\nXXXX XXXX XXXX XXXX XXXX"]},"sort":[9.046539,"5735087"]},{"_index":"complaint-public-v1","_id":"3326402","_score":8.47347,"_source":{"product":"Mortgage","complaint_what_happened":"InXX/XX/2019, I began the home-buying/home-searching process with Rocket Mortgage ( Quicken Loans ) as a first-time homebuyer. I provided every bit of information I was able to my loan officer from the very beginning in regards to my finances/income. I wanted to be completely transparent with any/all information so that I felt confident about the time/money I was investing in this process would eventually result in owning a home. I was pre-approved for an FHA loan for {$75000.00} which I tried to work with. I was told that FHA would be the best/only option based on my debt to income ratio ( mostly from student loan debt from my XXXX program ), but also because of the bankruptcy that was discharged almost 3 years ago. With the current housing market, it was nearly impossible to find a home for {$75000.00} that would pass the required FHA home inspection. In early-mid XXXX, I reached out to a different lender/loan officer who stated that she, XXXX ( XXXX ), would be able to pre-qualify me for more. She had been in the business for something like 25 years, so I felt really confident that she would be helpful and knowledgeable for me and my situation. She pulled my credit, worked the numbers, and told me I was pre-approved for $ XXXX, with an estimated mortgageamount. She said that she could go higher, but would probably need little more of a down payment. She quoted me mortgages for up to $ XXXX, which we stated to also be options if I found something for more. I didn't want to go up to $ XXXX because that mortgage payment was higher than I was comfortable with. I did feel more hopeful about finding a home I loved now that I had more flexibility in the my pre-approval. I found a home with a listing price of right under $ XXXX that I loved and wanted to make an offer on. I contacted my MLO again & was told she would send me a pre-approval letter to make an offer which she did & the offer was accepted! We worked closely together to get the loan to her underwriter and were scheduled to close on XX/XX/2019. On XX/XX/XXXX, XXXX called me with a little problem. The little problem was that she wasnt up to date on FHA guidelines regarding student loan payments, and that her underwriter had caught her mistake and wouldnt approve my loan from there because my debt to income ratio was too high. She stated that she had been counting my actual student loan payment amount on my IBR, but that FHA now requires counting of 1 % of the entire student loan or the amortized payment amount, whichever is greater. One month before closing & the rug was pulled out from underneath me. She told me that she re-worked the loan amounts all the way down to $ XXXX ( which didn't make sense ) and still couldnt get me approved based on my DTI. \n\nI then reached back out to XXXX to pick back up with the pre-approval amount he had previously offered. I told him about everything that had happened, including that we were a month from closing when her underwriter caught her mistake. He told me that he knew that would happen to me, as he had been in the business for several years and knew that with my DTI, I would have to pay some things off before I could be approved for that amount. I told him I wanted to pick back up with the pre-approval for $ XXXX or start over again if I had to, & that I needed to terminate my offer on the house to get my earnest money back. He told me to wait, that he wanted to talk to his finance manager and see what they could do for me. To my surprise, he came back with some options that would allow me to continue to closing on this home. My options were 1 ) a co-signer ( which I was adamant was not an option for me ) ; 2 ) pay off my current credit cards and refinance my car to get my payment at {$290.00} or less/month. I told him I would definitely be able to pay off my credit cards ( which I did, per our agreement ) & would see about refinancing my car ( which I ended up being able to do, but had to take a higher interest rate and pay the loan down by almost {$3000.00} ). On XX/XX/XXXX XXXX told me I would need to pay {$500.00} in earnest money to Rocket that would be used for the appraisal and any remaining amount would be applied to closing. He also told me that if I withdrew the loan before the appraisal was completed, I would be refunded the full amount. I made the payment by phone that same day, per XXXX requirement so that they could go ahead and schedule the appraisal, and it cleared from my checking account on XX/XX/2019. He  told me that he was going to go ahead and order the appraisal so that we could stay on track for the XX/XX/XXXX closing. My loan went through underwriting, and I was issued a conditional approval based on what we discussed & to provide them with some additional information/documents, all of which I provided to them as quickly as possible. My realtor and I decided that since the appraisal was going to be completed first, we would wait to make sure that the house appraised before ordering the other inspections needed to ensure that I wasnt paying for services all at once to ensure they passed. At this time, my application/file was passed on from XXXX to a new Rocket Mortgage associate, XXXX. From this point on, things become a nightmare We were now upon a holiday week ( XX/XX/XXXX ) so I was understanding of things slowing somewhat knowing that people vacation. Too much time started passing though, and it didnt feel like things were progressing with my loan. My realtor decided that to ask for an extension on the due diligence period to give Rocket more time to get things done. It was requested, granted, and the new due diligence period was now effective until XX/XX/2019 at XXXX EST and the new closing was XX/XX/2019 at XXXX EST. My realtor, also requesting updates from Rocket,  informed me that on XX/XX/XXXX, after speaking with XXXX at Rocket, she was told that the appraisal had not even been scheduled. I called on that same day to speak with XXXX to request that things move faster. I was told that the appraisal had not been scheduled because the appraiser hadnt called back, but that it was ordered on XXXX ( over a week after I was told it would be scheduled ) .I was assured we would still have the report back by XX/XX/XXXX. By this point I'm nervous. I requested, after days of getting Rocket team members saying that the appraisal company that was hired wasnt returning their calls or emails, they hire a different appraiser to complete the appraisal since we were running out of time, but was told that was not a possibility. I then asked that it be expedited. XXXX stated that he would look into it. After being reviewed, XXXX called and told me that the appraisal had actually been completed and he requested to get the report by XX/XX/XXXX. ( None of this was making sense. Dates and info provided to me were all over the place. ) That same evening, my realtor called me to follow up, that she talked to XXXX, who said the appraisal was scheduled for XX/XX/XXXX at XXXX, ( completely conflicting with the information he gave me earlier ). On XX/XX/XXXX, I called XXXX at XXXX XXXX to request that we receive the report by the end of the day ( since the latest update was that the appraisal had been done that morning at XXXX ) in attempt to be back on track. He was confused and stated that the appraisal had been done before XX/XX/XXXX, but again that hed look into it. At this point, I requested to speak with a supervisor and was put into contact with, XXXX. XXXX informed me that could not force the appraiser to get the report faster, and that there was nothing they could do. I acknowledged understanding that people are busy and can not just stop everything for me, but that I had been patient and understanding up to this point. I told him I was frustrated by the delay from his team in even ordering the appraisal to begin with. XXXX then informed me that they cant request an appraisal until after a case number was assigned because its an FHA loan so they had to see if any other appraisals had been done on the property that could be used ( which was new information to me and sounded like another excuse ). I informed him that I had requested a different appraiser, but was told that wasnt an option. I also had also asked what their back up plan was in situations like this, and was told there wasnt one. XXXX told me that he would personally stay on top of it. I didnt hear from him. I reached out and couldnt get ahold of XXXX and didnt have XXXX direct contact info. At this point, it felt like Rocket employees were making more of an effort to make excuses that to acknowledge that they dropped the ball or to pick the ball back up and move forward. I was getting no info unless I reached out, and even then that info was untrue/inaccurate. At this point, I paid {$500.00} for a service that I can not even get confirmation on has been rendered. I have also paid/been invoiced for many other services/inspections/fees that Ive had to complete in order to not hold the process up on my end. The goal for me was always to close on my home. By this point, I had spent countless hours trying to get info from Rocket regarding the status and jumping through hoops to get all the requested documentation to Rocket, ( even documents were requested multiple times as if they were not even being read/reviewed ). \nXX/XX/XXXX My call was never returned. I called again around XXXX. XXXX was unavailable, so I was routed to the next available team member. I expressed my frustration and said that I need the appraisal report that I was promised and then denied & told its going to take more time. He read the notes in my account and said, oh, it looks like its not due back until XX/XX/XXXX, so were fine. NO! That is incorrect! Most recently, before today, I was told it would be back today. Today came and now youre telling me the XXXX. He asked me if I had been in contact with my realtor. Yes, every step of the way. He then told me that Rocket has nothing to do with appraisals, that I would need to speak with my realtor about it. Again, incorrect info by Rocket. That is incorrect. I was told on XX/XX/XXXX that I HAD to pay Rocket {$500.00} so they could get the appraisal scheduled asap, which I did. Eventually my request to speak with XXXX was granted. He told me they still hadnt heard back from the appraisal company, and that hed give me a status update in the morning. He then asked how my name was to appear on the title/deed, if XXXX XXXX was correct. It was supposed to be XXXX XXXX XXXX as originally discussed, and that XXXX XXXX XXXX would also be on the deed, which was also discussed in the beginning. He said that he would make those changes to get that updated as well. ( Apparently, Rocket hadnt put the correct information on the deed ). \nXX/XX/XXXX XXXX did call me to update me. He told me : We still havent heard back and our entire team will be out of the office the rest of the day. ( Another day would be lost in this process ). I asked why its gotten to this point & why they dont have a back-up plan with they work with a 3rd party that keeps Rocket from servicing their customers in a timely manner. He said that if he had been on this issue before this week, he would have looked into having someone else do the appraisal. I told him that I had asked early on in the process for a different appraiser to be assigned because from the beginning I have been told that there has been little to no response from the appraiser. I told him I was told that hiring a different appraiser was not an option. He said he could try to assign another appraiser now, but it  would further delay the process. I told him paid for one appraisal that didn't happen and I couldn't pay for another. He offered me good news that he cleared up the confusion regarding the paperwork that I had submitted, and resubmitted, and resubmitted so that was all taken care of. He then asked me my relation to XXXX and I told him she was my fianc. He ended with telling me that hed provide an update before leaving the office for the team event that he would be at for the rest of the day. \nXX/XX/XXXX XXXX called back a few minutes after hanging up to say he would have to send the title request to add XXXX name to it and wait for it to come back, that it might take a little while. I asked for clarification, So were going to have to wait on this now too? Because it wasnt submitted correctly the first time? I told him that her name was to be on the deed, and that if it meant taking a little while then thats what we would do as to ensure that BOTH names were on the deed. \nXX/XX/XXXX That evening, XXXX and I made several attempts to get the contact information of the appraisal company, which nobody had access to. Everyone who apparently had access to that information was at a company baseball game for the entire afternoon. XXXX left XXXX a voicemail to loop him in on this situation since he was the first contact that started this process. \nXX/XX/XXXX XXXX called me back per the voicemail that XXXX left. He stated that he was confused about why nobody has any info for us, but he didnt have access to the contact information of the appraisal company either. He apologized and told me he was sending out an email to everyone involved at Rocket, as well as the director,  to get an answer today. I asked him to verify the dates that it was ordered for me. He stated that he sent the request to his team to order the appraisal on XXXX, but that my account notes that it was picked up by a company on XX/XX/XXXX. I asked him to clarify what that meant, and if that meant that it wasnt requested by Rocket to an appraiser until the XXXX. He could not give me that information. He asked me when the appraisal had been done, and I informed him that nobody can confirm it has actually been completed. After several different dates were given to me as to when I would have the report back, it was then stated to me that the appraisal was scheduled for Monday, XX/XX/XXXX @ XXXX. I told XXXX that Im not sure that that even took place, because if his team members had been reaching out as often and diligently as I was being told with no success in reaching someone at the appraisal company, then there was no way they would know that the appraisal was taking place on the XXXX at XXXX. I told him that I was confused as to where that would have come from if they havent been able to reach the appraisal company. XXXX mentioned that in certain instances, an expedited appraisal can be ordered. I stated that if that was an option, why wasnt it offered to me earlier? \nXX/XX/XXXX When I hung up with XXXX, I called XXXX. When I told him my name, he chuckled ( as if to mock me ). I didn't react but stated I needed the contact information of the appraisal company so that I could follow up with them myself given nobody at Rocket could manage to make that happen. He said that they dont know who the appraiser was, that they dont have access to contact the appraiser. I asked for clarification : Really? Then who have you been supposedly reaching out to for answers? He said they work with a 3rd party who schedules the appraisal. I  asked for their contact information to connect the dots myself, and he stated he didnt have that contact info for me either. He stated he would get that information for me & follow back up with me shortly. He said he'd call me in 10-15 minutes. That was at XXXX. At XXXX I still had not received a callback. If they have been reaching out to someone as frequently and I'm told, how can there be no contact info to access? \nXX/XX/XXXX XXXX I called XXXX back to get the contact info. He said he was still working on it. I asked why/how it was proving to be so hard to locate this info. He then said that he didnt contact them. I reminded him that he told me he had been making attempts to reach out, and asked him if that was a lie? He said that he had, but was trying to figure out the best contact person. Enough with the lies, I need ANY contact person from the appraisal management company that Rocket works with. He gave me XXXX XXXX and stated the company was XXXX. Her number is XXXX. \nXX/XX/XXXX XXXX I called XXXX XXXX and left a voicemail. Her voicemail provided the backup contact information for XXXX XXXX at XXXX. I called him and didnt reach him either, so I dialed 0 to speak with the next available Client Relations Team Specialist. I was connected to XXXX XXXX. She confirmed the appraisal was completed on XX/XX/XXXX. She stated it was ordered on XXXX and picked up on by an appraiser, XXXX, on XX/XX/XXXX. On XX/XX/XXXX, XXXX confirmed that he would complete the appraisal on XX/XX/XXXX. XXXX also informed me that because Rocket is a partner they have access to their system as well as to ALL of the same information that she was providing to me. She stated that the appraiser had not returned the report yet, but that they had requested to get it about an hour ago. All of the info I have been fighting for from Rocket during the past 2 weeks was provided in 1 phone call to XXXX. \nXX/XX/XXXX XXXX I called XXXX for an update after sending an email to XXXX and XXXX @ Rocket requesting an update. I spoke to XXXX XXXX, who informed me that there still was no report on file. She transferred me to Rocket ( Quicken ) and I spoke to a person named, XXXX. XXXX confirmed my info to access my account, gave me no information, and passed me along to a XXXX, who did not answer my phone call. I left a voicemail. \nXX/XX/XXXX XXXX XXXX XXXX called to say there was still no report. I asked what Im supposed to do now. He said, I assure you that were doing everything we can to get this report. I explained that I understand theyre doing everything TODAY, but that that should have been the case for the entire 3 weeks that Ive been waiting. He said he could try to get another appraiser that same day. I told him that that was not going to be a helpful solution when it still wasnt going to get me a report in enough time to negotiate if/what needed by the following day at XXXX when due diligence ended. *Note : On this phone call, XXXX explained to me that the notes in my record ( now ) stated that the completion date for the appraisal as of XXXX was scheduled for XX/XX/XXXX. On XX/XX/XXXX, that completion date was changed to XX/XX/XXXX. On XX/XX/XXXX, the completion date was changed to XX/XX/XXXX, and now the completion date is scheduled for the same day of XX/XX/XXXX. \nXX/XX/XXXX : XXXX XXXX XXXX ( XXXX ) XXXX called to tell me that I needed to pay off more debt to get my DTI under 50 % because of new information they received about a mortgage request that was denied. I told him that was incorrect, that that was NOT new information. He said, so our team knew that there had been another loan not go through? Yes, that was absolutely disclosed and discussed before ANY of this started. I told him that I had been informed that in order to qualify for the loan, I would need to pay off my credit card debts and refi my car to get my payment under $ XXXX/month, which I did almost a month ago. He said they would not be able to approve the loan unless I paid off my car or got a cosigner. I was shocked and speechless. I told him that I couldn't talk to him now & I would call him back. I was at work and panicking. I was now being told that I had wasted a month of time and resources to make this happen, only for Rocket to decide a week and 2 days before closing that they wont do the loan now. \nXX/XX/XXXX : I called XXXX to see what was going on. After some investigating, he concluded that XXXX at XXXX XXXX had not just denied me in underwriting with XXXX, but had also submitted the loan application to FHA as well, who then also denied me, but never shared any of that information with me? I was told that because FHA denied me, I would be unable to apply for another FHA loan for 180 days. I wasnt informed of this by XXXX, and Rocket failed check that I had not already been assigned an FHA case number ( which, from what I was learning, meant that they would have then known I had been denied by FHA and not just XXXX ). XXXX acknowledged that Rocket failed to do what should have been done ( as well as with letting the appraisal drag out for so long ), & that he would refund me the {$500.00} deposit I paid to have the appraisal done if, after speaking with XXXX XXXX first thing Friday morning, he concluded there was no other option to proceed. It never should have gotten to this point, and I never should have even paid that {$500.00}, the {$350.00} I paid for the inspection that Im now told I wont be recouping, the other fees assessed ( which I am providing invoices for as I receive them ), or the {$1000.00} I had tied up in earnest money. \nXX/XX/XXXX : XXXX called at XXXX to confirm that the only options to proceed would be to pay my debts down another 6 % in addition to the other debts Ive already paid off per our agreement ( about $ 10k ) at the end of XXXX ( or add a cosigner, which I stated from the beginning was not an option ). Now Im out a ton of money, have wasted an unfathomable amount of time, and it was all for nothing. I can't believe that this could happen. I feel there has been no truth in lending from Rocket Mortgage. I wanted clarification but got answers that went in circles when I asked questions. I started researching what my options were and what FHA guidelines were. \nXX/XX/XXXX : After researching FHA guidelines as recommended by another lender that I know, it came to my attention that Rocket had once again provided false/inaccurate information, particularly regarding FHA guidelines. It was now my understanding that FHA case numbers are assigned to properties, not borrowers, and that the case number can be transferred from one lender to another at the new lenders request. It was also now my understanding that the FHA case number, once assigned, sticks with the property, not the borrower, and should the borrower not close, the FHA case number would then be assigned to a new FHA borrower ( if someone tried to purchase the home with an FHA loan ) within a required time period or else the case number would expire. I emailed XXXX XXXX ( the Solutions Consultant who called me on Thursday to inform me that they were no longer financing my loan ) for clarification. \nXXXX called me instead of responding to my email because it was easier. He stated that I had an FHA case number assigned to me as well as one assigned to the property, and that because I was denied by the previous lender, they had to review my case. Upon reviewing, they determined I now had to have a lower debt-to-income ratio or a cosigner and a credit score over 620 ( which I have ). I asked, so to clarify, thats Rockets policy and not FHA guidelines? He said that he would give me the number to the client relations team if I had additional questions. I didnt want to be punted to another department, since he was the one who had given this information to me originally. I stated that I was told that was provided the FHA guidelines from him last week, and that he informed me that this was why I would not be eligible for 180 days. He stated that just because I qualified for FHA did not mean that they HAD to finance me, which I did not contest. I informed him that my argument was that because it was presented as FHA guidelines, it was not presented to me that I had any other options ( i.e. contacting a different lender ), and I had to terminate my offer before due diligence ended the following day as not to lose my earnest money. He still never responded to my question asking why I was told I would have to wait 180 days to apply for another FHA loan. As I was asking for clarifications between FHA guidelines and Rocket policies, XXXX interrupted me and was talking over me telling me that he could not speak to FHA guidelines, only Rockets, and that if I needed questions answered about that that I could contact Client Relations for assistance. I stated that if he was providing me the information that I was denied per FHA and that if they were lending on FHA insured loans that he SHOULD have accurate FHA guideline information for customers, and that I was frustrated that I had been provided incorrect information yet again. I told him that I didnt need to speak with client relations, that I was tired of being punted from team to team with different information each time, that it was very apparent that I wasnt given accurate information again, and that I was going to escalate this case and thanked him for his time. \nXX/XX/XXXX : I sent 2 emails to XXXX asking him for clarification as to what non-self employed income not supported meant, and stated that I reached out to him since the letter was signed with his name. He told me that he didnt know what XXXX told me on the phone about the denial and couldnt tell me what the non-self employed income not supported meant either. He said that it was a generic letter that they send out. He said that he reached out to XXXX to call me but that XXXX was out of the office until XX/XX/XXXX. I told him that XXXX had not been able to answer my questions regarding FHA guidelines previously but only tried to punt me to client relations, and therefore having him call me would probably result in the same outcome. He told me that to his knowledge, the FHA case number was assigned to me AND the property. I informed him that it was my understanding that it was assigned to the property and that the FHA case number transfers with the property, not the person. He stated that he was unsure of the FHA policy, but again would have XXXX call me. I explained my frustration with the information that was given to me being inaccurate, and that the denial that XXXX originally mentioned was because the other lender didnt approve my loan they had to review my loan, which at that time decided that in order to proceed with my loan, Rocket would require me to pay my debt down to under 50 % and have a credit score of at least 620 ( I believe was the number he gave me ) which my credit score was well above. Rockets documentation dated XX/XX/XXXX from XXXX  XXXX XXXX XXXX states that my credit score was a XXXX, well above the required minimum credit score for FHA. After doing everything I was required to do to meet the FHA debt to income ratio of being under 56 %, which I was told my Rocket would clear me for a final approval, Rocket decided after a month into the process that I now had to meet completely different requirements, and then was telling me that it was FHA denying me. The previous lender denied me because she didnt have accurate information on FHA guidelines which were caught by her underwriter. Rocket was made completely aware of this from the beginning, instructed me on how much debt would need to be paid off to be under FHAs 56 % and that I would be good to go. Rocket went against all of what I had been told, despite doing exactly as I was required to do, blamed it on FHA policy, and yet stated with their sudden and new requirements that if I had a cosigner or paid down the additional 6 % of my debt, that I could continue with the FHA loan. It makes no sense, the stories arent cohesive from one contact at Rocket to the next, and when I ask questions, nobody can seem to provide that information, and punts me to someone on the client relations team. If a letter is sent on someones behalf ( in this case XXXX ), and even if it is, in fact, a generic letter, that person named on the letter should absolutely be able to accurately explain the contents of that letter. Additionally, if the denial reason is what they say it is, then there should be no need for interpretation from another person ( XXXX, who couldnt answer my questions previously either ), who wont even be in the office for another 3 days, to the next person working on the same loan application. I had emailed XXXX as to not engage in another discussion at work regarding all of this personal information, but again I receive a phone call in response to an email, that needed a simple response to a simple question for clarification, which Rocket team members could not provide. During this same conversation with XXXX, the denial reason also shifted from Rocket stating that I had been denied by another lender who reported the denial to FHA, to I was denied the loan by FHA. I again asked for clarification, and reminded XXXX that he and I had discussed that XXXX  underwriter had denied to loan when I spoke with him from the beginning. I clarified that he was now telling me that FHA denied me, which was not the information I had been given by XXXX, that he was now blaming me for withholding information about. I had not heard anything about being denied by anyone except FHA until Rocket all of a sudden telling me that it was denied by FHA ( and also telling me that it was only denied by XXXX but it was then reported to FHA ). \nI have so many concerns and issues with how this has played out and how I have been treated and misinformed ( and dare I say, blatantly lied to ) by Rocket Mortgage. Im completely at a loss and Im truly unsure of who to contact to resolve this. I have kept thorough documentation throughout and will supply any documentation needed.","date_sent_to_company":"2019-08-01T20:13:03.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"28630","tags":null,"has_narrative":true,"complaint_id":"3326402","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2019-08-01T20:05:02.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I called XXXX at XXXX XXXX to request that we receive the report by the end of the day ( since the latest update was that the appraisal had been <em>done</em> that morning at XXXX ) in attempt to be back on track. He was confused and stated that the appraisal had been <em>done</em> <em>before</em> XX/XX/XXXX, but again that hed <em>look</em> into it. At this point, I requested to speak with a supervisor and was put into contact with, XXXX."]},"sort":[8.47347,"3326402"]},{"_index":"complaint-public-v1","_id":"3454989","_score":8.120901,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a \" scrubbed '' modified version of a Letter & Summary, that goes w/ Two Packets of  Documents w/ Notes. I am sending the entirety to Capital One by XX/XX/XXXX, but I think it's important for you to read exactly what I am sending them. \n\nTo Whom it may concern, On XX/XX/XXXX, I immediately notified Capital One on the discovery of a fraudulent charge. That evening, I attempted to notify XXXX XXXX of said charge. The next day, XX/XX/XXXX, after receiving a shipping alert from XXXX XXXX, I requested that they NOT deliver said item. I absolutely DID NOT receive the item in question, and nor did my wife ( who was working from home, and was waiting for the package to be delivered to our residence that day, XX/XX/XXXX ). On XX/XX/XXXX, I also filed a stolen package report with the XXXX XXXX XXXX, and in the early morning of XX/XX/XXXX ( eastern time ), I filed a Police Report with our local Police Department. \n\nI made a final payment for this account on XX/XX/XXXX. The payment reduced the total balance to {$2200.00}, due to the fraudulent transaction made on XX/XX/XXXX ( {$2200.00} from XXXX XXXX XXXX XXXX NY XXXX USA ). \n\nPer Capital One 's credit card policy, I am NOT liable for this unauthorized transaction. I am more than happy to continue to assist them in the investigation of this matter ( for example, I am currently working with a representative at XXXX XXXX, who has re-opened an investigation with XXXX, in order to return the money to Capital One ). Finally, my good credit is extremely important to me. Please ask them to not use this fraudulent purchase, or my refusal to pay said fraudulent purchase, to negatively affect my credit. Once they have received the information I've sent, and confirm its authenticity, please have them refund the outstanding balance. In addition to the previous request, after the balance has been adjusted, I've asked them to close both of my Capital One accounts per my requests. \n\nLastly, I want to draw Capital One 's attention to the Fair Credit Billing Act of 1975. Under the Fair Credit Billing Act of 1975 ; if I notify Capital One, the Financial Institution ( within the first 24 hours ) ; I am not liable for the loss of funds, created by the theft of my financial information, regardless of the manner in which the scheme is carried out. Nor am I liable for the loss of funds due to the fraudulent online activity, regardless of how successful the crime committed. I hope they can adhere to this law and allow me to close my accounts ( without conflict ). If they can not, I will file a report with the New York, New Jersey & Virginia State Attorney General Offices, as well as the XXXX XXXX XXXX. I've already filed a report with the Federal Bureau of Investigations Online Crimes Division, the Federal Trade Commission & now the Consumer Financial Protection Bureau. If needs be, I will also reach out to news outlets that specialize in shedding light on financial injustices. Finally, if all else fails to convince them of doing the right thing, I will be forced to take legal action. Its something I would prefer to avoid, but I will do what I must do to protect my rights as a responsible, law abiding citizen of the United States of America. \n\nI have documents available that will show ... \n\nI did NOT purchase said item, or authorize an agent to purchase said item ; I did everything I could to warn ALL parties involved of the fraudulent charge ; I did everything I could to STOP said item from being shipped ; I NEITHER received NOR signed for said item & NEITHER did my wife ; I attempted to get information that would lead to the arrest of the thief. \n\nMore specifically, I have the following documents available for use ... \n\ndocuments that prove the signature provided for delivery of said item is fraudulent ; documents that prove I couldnt have been physically present to accept delivery documents that prove my wife wasnt given the opportunity to accept delivery documents that prove my email was indeed compromised at the time of this theft ; copies of credit statements that show an orderly well-adjusted credit history ; documents that prove our Chase card was also compromised at time of this theft ; a copy of the Fair Credit Billing Act of 1975 ; a copy of Capital Ones Credit Card User Agreement ; a copy of proof of final payment for my accounts ; a copy of the request to formally close both Capital One Credit accounts a copy of my license in case it is needed to close accounts ; documents that raise questions as to why this purchase did not raise alarm bells ; I've asked Capital One to please review the documents thoroughly and without bias. A lot of valuable time was spent to put it together. It is my hope, that with the information provided, they will see, I should not be held liable for the theft, and they will also see, how inadequate the Fraudulent claims systems are within Capital One, XXXX & XXXX XXXX. \n\nI thank you for your understanding and speedy response to this matter. \n\n\nSUMMARY OF EVENTS To Whom it may concern, On XX/XX/XXXX, at approximately XXXX XXXX   XXXX XXXX, I discovered a charge on my CAPITAL ONE account for {$2200.00} USD. Because I received an email from XXXX  at XXXX pacific time - to confirm the purchase made online [ see pg. 13-14 ] - Im assuming the charge was made around that time. The merchant was XXXX XXXX. Ive never purchased anything from XXXX in my life, let alone any product of this kind. I immediately contacted my wife to ask if she had made it [ see pg. 162 ]. She emphatically said, no. I promptly called the C.O. Fraud Department to report this charge [ see pg. 162 ]. They assured me the situation would be fixed, and that I had nothing to worry about when it came to be paying for the charge ( I wouldnt be held responsible for any unauthorized charges due to C.O.s {$0.00} Fraud Liability ). They then said the transaction would need to clear before an investigation could be opened, but in the meantime, they would lock my card and send me a new one as soon as possible. Because I am living/working on the west coast for a little while, I requested that C.O. representative send the new card ( as well as all future correspondence ) to my west coast address, NOT the permanent east coast address [ see pg. 34 ]. I left the conversation feeling uneasy about the apparent identity/credit theft, but confident that C.O. would take care of us.\n\nLater that evening, I realized my inbox had been inundated with unsolicited newsletters and emails [ see pg. 105 ]. These emails, sent by people/companies I had not heard of, were thanking me for my interest [ see pg. 112 ]. At this point, I was extremely worried someone had fully assumed my identity and was contacting merchants to purchase their goods. I decided it would be beneficial to reach out to XXXX immediately, and NOT wait for the transaction to clear [ see pg. 162 ]. Unfortunately, because it was XXXX on the east coast, the XXXX Customer Service Offices were closed. I spent the rest of that evening attempting to clean up my inbox and trying to focus on my work. \n\nThe next day, XX/XX/XXXX, at XXXX pacific time, I received an email alert from XXXX, alerting me that the item in question had been shipped. Unbeknownst to me, the thief had managed to commandeer my email, home address & credit card information, and had used that info to ship the {$2200.00} handbag ( overnight ), to MY ADDRESS on the east coast. Because I was at work related events, and fully expecting C.O. to void the initial charge, I was VERY confused when I saw the notice. On the next break, I went to contact XXXX, but again the offices were closed, and so I reached out to them in the only way that was available to me, email ( I contacted them through their website email system ). I never received an adequate response from their customer service department [ see pg.22-23 ]. Around the same time ( XXXX pacific time ), I received an email from XXXX welcoming me to my MyXXXX-Account [ see pg. 20 ]. Again, I was scared by someone doing things in my name, and immediately I went to XXXX website to reset the password in order to access the account [ see pg. 21 ].  Minutes later, I contacted my wife to make sure she would be working from home the next day. Because I was on the west coast ( and still am today ), I conveyed to her that it was VERY important for her to be there and accept the package from XXXX. She said she understood, and would be working from home anyways, and so we left it at that [ see pg. 162 ]. \n\nThe following day ( XX/XX/XXXX ), I anxiously awaited an update from XXXX, or a response from the XXXX. After not receiving an alert from either, I used the XXXX tracking number to get an update. The app said it had been delivered at XXXX eastern time and was signed for by MY LAST NAME [ see pg. XXXX ]. At XXXX pacific time, I again attempted to contact XXXX, and this time I was able to get someone on the phone. I told them what had happened, and they suggested I contact my Wife, as well as XXXX to get more information [ see pg. 163-164 I got off the phone with XXXX, and frantically called my Wife. I asked if she had accepted the handbag from XXXX [ see pg 163-164 ]? She told me she had been home all morning, and had neither seen, nor heard from XXXX. A few minutes later she texted me for more information regarding the delivery [ see pg. 159 ]. I went back to rehearsal for the next few hours. At XXXX pacific time, I both attempted to file an online claim with XXXX [ see pg. XXXX ] and contact them through their Customer Service Support telephone system as well [ see pg. XXXX ]. The rep said he would need to wait for the driver to return to the station before he could ask him any questions. He then said he would get back to me with more information and instructions later that night. The only information I received from XXXX, was an email, telling me that a person from my local package center will contact me within the hour. That I also needed to contact the merchant, and that they would need to do an investigation if the driver was unable to provide the necessary information [ see pg. XXXX ]. He never did. \n\nOn the early morning of XX/XX/XXXX ( eastern time ), my wife, received an alert from XXXX, asking if she had just attempted to purchase something from XXXX for {$290.00} USD [ see pg. XXXX ) ]? She texted back, no, so the purchase was declined. Based on both of our credit card woes, XXXX suggested we call the police and file a report. So, she called the police, and requested they come over. At this point I am REALLY freaked out. So much so, I purchased a very expensive, year-long policy with XXXX, and started the tedious job of locking down every bit of personal information I could. Later, that night, the Police Officers arrived at our apartment to interview the both of us. Quick reminder, Im on the west coast working, so with my wife holding me up in XXXX, I told the police everything I knew [ see pg.173-174 ]. She gave her info as well. We left it there, believing we had done everything we could do to report this to the appropriate authorities. \n\nLater that day, I again received an email from an unsolicited vendor [ see pg. 112 ]. This time though, I called the number listed in the signature key [ see pg. 173 ], and to my surprise, an actual person picked up. His name is XXXX XXXX XXXX XXXX XXXX XXXX and he is VP of Sales of the company. He was a little confused by my call, but I quickly told him who I was, and that my information had been stolen. I asked him if he had any other information, but he didnt seem to have much more than the emails provided in this packet. I got off the phone amazed and confused by the scope of this theft. Just to add a quick addendum to this part of the review I gave him a call this last week ( XX/XX/XXXX ), and he forwarded me the information he and his CTO pulled up from their servers, whatever data pertaining to the attempted impersonation, see the continued email chain herewith [ see pg. 174 ]. \n\nFast forward to XXXX. The stolen money had been returned to my account, and everything seemed like it was back to normal. However, on XX/XX/XXXX, I noticed the {$2200.00} charge had been placed back on my account. Extremely angry & confused by what I was seeing, I immediately called C.O. to find out was going on. After spending hours/days on the phone with C.O., XXXX & XXXX, this is what I found out ... \n\n1 ) C.O. essentially abdicates all investigative responsibility to the merchants & delivery services. What does that mean for consumers? It means, if either the merchant, or the delivery service doesnt do their due diligence in investigating the theft, C.O. wont try to find the truth on their own. So, because the thief shipped the XXXX bag to MY address, using MY information, and intercepted the XXXX Driver using MY last name to sign ( even though I am on the west coast & Ive never used my last name as a signature ), C.O. wont help. With thieves becoming more and more clever every day, and information becoming more and more accessible every year, C.O. has made its customers more vulnerable to being taken advantage of by criminals, and they refuse to acknowledge it. \n\n2 ) Just take a moment and appreciate the that XXXX alerted my wife to a {$290.00} charge from XXXX, and C.O. let a {$2200.00} charge from XXXX  go undetected .... is that what C.O. calls excellent security? I dont. I have statements available for the entirety of last year, take a look at them and tell me that a charge of that amount, shouldnt have set off alarm bells ... [ see pg. 179-220 ]. \n\n3 ) XXXX has awful customer service. After I was told they would reach out to the driver, after I was told they would have investigators come to our address for interviews, after I was told they would call me for more information, they did nothing. The extent of the investigation they undertook rendered the result, the package had been signed for & delivered. Thats it. They never called me for more information, never asked for the police report, never had the driver come back to speak with my wife, never checked past signatures against the one made, never asked the driver what the person looked like, whether it was a man or a woman, short or tall. They did NOTHING, and they refuse to reopen the case. XXXX is basing their decision off that report, and C.O. is basing their decision on XXXX. Nobody is taking responsibility, and I am being made to pay for everyones mistakes ( pun unfortunately intended ). Can you see the flaw in this system? I can. \n\n4 ) Once you trigger the refund process through C.O., XXXX has policies in place that, in effect, wash their hands of you. XXXX  has been helpful, but even they have policies in place that XXXX customers over in instances of credit theft. If you trigger the refund process through C.O., XXXX will NOT allow you to open an official investigation into the theft. So, by doing what C.O. asks customers to do, report the fraud and lock the card, we essentially shoot ourselves in the foot by giving full control to C.O. to find the truth. Unless your systems change, I dont believe C.O. deserves our trust. \n\nI just want to be clear. Ive been a loyal customer to CAPITAL ONE for 8 years. This very card, the one that was fraudulently charged, is the very first credit card I applied for ( first of two C.O. credit cards ). My wife and I have our savings account with them too. We have been faithful in our payments. Reported crime immediately once found. Weve always used security measures to protect our personal & financial information, and yet, despite all of that, C.O. has treated me with a great lack of empathy & very little respect. I just want to be clear. Ive now spent hours on the phone with CAPITAL ONE, XXXX XXXX & XXXX. Ive now worked hours gathering information to prove my wife and Is innocence. Ive spent large amounts of money to protect our identity from future theft. Ive wasted SO MUCH TIME working on this when I should have been working on the amazing career opportunity that earned. It has truly been a terrible experience for us. We put our trust in CAPITAL ONE, our credit issuer and our savings bank, and they failed us. Please make them make this right. Have them refund the amount stolen and fix their policies & procedures. Their customers depend on them to do right by them. \n\nI swear that this account is written to the best of my knowledge. I send it, with the utmost sincerity & truth. I hope that they will not only do right by me, but also do right by ALL their customers. They need to take a hard look at their standards & practices. They need serious reexamination.","date_sent_to_company":"2019-12-01T09:17:55.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94102","tags":null,"has_narrative":true,"complaint_id":"3454989","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-12-01T08:47:33.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["They need to take a hard <em>look</em> at their standards & practices. They need serious reexamination."]},"sort":[8.120901,"3454989"]},{"_index":"complaint-public-v1","_id":"8020135","_score":8.049584,"_source":{"product":"Debt collection","complaint_what_happened":"THIS IS NOT A DUPLICATE COMPLAINT QUIT MARKING THIS CLOSED AS A DUPLICATE THIS IS ABOUT MY XXXX XXXX XXXX THE OTHER COMPLAINT IS ON MY PERSONAL NOT THE SAME THING VERY DIFFERENT DOCUMENTS ARE ATTACHED.  \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX #XXXX  I have tried very hard for over a year to have you correct not just my business card XXXX card number #XXXX  but also two personal. You have sent me to collections without replying to my latest XXXX XXXX XXXX letter. There are some very big mistakes you have failed to correct. The first is canceling my XXXX card while in excellent standing. You canceled it and then left an XXXX number for future creditors to call if they wanted to know why you canceled my card while being paid as agreed. I phoned and what I was told was a lie. I have never bounced a check to you I have paid as agreed. And now you have sent me to collection. Collection sent me back to you when I disputed the charges. I have phoned to follow up with my XXXX  letter and I cant seem to be able to speak to anyone so I will take care of this here. I am disputing ALL charges on my XXXX XXXX account. #XXXX XXXX XXXX made a huge in house mistake. They have failed to correct their mistakes properly therefore leaving my credit in shambles. They have failed to post payments to my account, they have failed to post credits to my account, they have transposed numbers like on my XXXX XXXX statement. My payment of XXXX on page XXXX turns into XXXX on page XXXX.. They have failed to issue credit when that overpayment was made by me. On the same statement XXXX XXXX total payments madXXXX XXXX XXXX XXXX totals XXXX in payments and the balance due was XXXX leaving a credit balance of XXXX. On that same statement you have put a credit on as a new purchase XXXX XXXX the box got destroyed in transit XXXX  issued a credit to the original source of payment XXXX card #XXXX. You have failed to issue credit for multiple store returns I have made and when I brought it it to your attention you wrote a letter saying I need to look at the statements better as if you not doing you job is my fault? The one who should have noticed sooner is you. And bringing your mistakes to your attention doesn't do a thing. Also please keep in mind that from XXXX XXXX XXXX through XXXX XXXX XXXX I was locked out of my online accounts. I was on a restricted view which meant I could not enter into my accounts to see anything. I was only able to see the home page of the app.I was also a paperless customer so anything you were doing or leaving inside the app I was not able to see. When I asked why my account was closed while in excellent standing I was told I opened too many disputes, then I was told I bounced too many checks. I opened ONE dispute at the end of XXXX with XXXX XXXX. It was with XXXX XXXX. I was issued a temporary credit and by XXXX XXXX XXXX XXXX XXXX had paid and the temporary credit was taken back by XXXX XXXX. The perfect dispute handled the way it should be. handled the way any dispute would be. This charge shows up again as a new charge in the XXXX  Statement. The mistakes made on this account are endless. At the beginning of XXXX XXXX I made the big mistake of listening to the XXXX XXXX at XXXX My computer was hacked and my bank account was compromised they turned my money into XXXX currency. While at the XXXX station on XXXX XXXX XXXX he suggested that I phone my creditors to give them a head up. I phoned you on or around XXXX from the XXXX XXXX. I said to the Customer Service agent what transpired I said I was giving you a courtesy call per XXXX and that my XXXX XXXX accounts had not been used or compromised. That call turned into you reaching out to XXXX and starting a series of disputes. Not authorized by me. This was what someone there did.I found out about the disputes being opened not through XXXX XXXX I would find out about them through XXXX and my vendors who I owed money to. They were emailing me and saying that they were not going to be paid. They said that XXXX XXXX had begun chargebacks and you even ruled in my favor?? ( XXXX XXXX  you will deny this but I have a letter)I could not stop this mess as the ball had begun to roll. So while you were not goin to be paying those I owed money to I went and paid my vendors through other means. XXXX personal account, cash.I lost vendors that were new to me due to this mess. I made sure my vendors got their money. Now I am no stranger to XXXX  and if I had a dispute I would have opened it myself through XXXX not XXXX XXXX.Why XXXX XXXXe opened disputes with XXXX makes no sense to me or to XXXX I tried to stop XXXXl but they said since it was my financial institution that opened them they had to be the ones to close them. XXXX XXXX no matter how many calls made to them (XXXX) they didnt stop. XXXX XXXX will send a letter and lie saying they investigated these charges and found that I owed. XXXX really?? Well then why the chargback which they say they did not do. They didnt need an investigation to figure out that I owed they needed to stop and listen to me. I knew I owed which is why I paid!!! XXXX XXXX was then sent my paid receipts , vendors told them they got paid. And to date they have failed to remove all the charges from my account..XXXX XXXX will also say they did not do any chargebacks. Ask Caring Transitions if that was true. Because chargebacks did happen and XXXX XXXX ruled in my favor!!! ( even though their investigation found I owed) you see the mistakes made are endless. In XXXX XXXX after closing my accounts 2 personal and the XXXX business account. Someone realized an in-house mistake had been made. But, not before you had reported my accounts to the three CRA's dropping my XXXX from XXXX to XXXX  overnight.My credit reports show I paid as agreed. And you still canceled my accounts. You said they were going to reopen my accounts you said I would be sent new credit cards. And you said you would clean up the mess you made at the CRA. To date you have never sent me new cards nor have you cleaned up the inaccurate false reporting you did to all three CRA. Now you have sent me off to collection and my credit is ruined for the next 10 years.This is wrong! I owe XXXX on my XXXX Card I owe XXXX on my two personal cards. But today we are discussing the XXXX  CARD ONLY. I have you( XXXX XXXX  ) in multiple letters, the last being XXXX XXXX to send me the proof that I owe. Not just on my XXXX card but all XXXX cards. Because I have sent you proof that I don't. To this date I am locked out from seeing anything having to do with my accounts online. When XXXX XXXX canceled all three cards XXXX XXXX XXXX they also blocked me from seeing my account online. I am a paperless customer and rely on the app. They refused to let me in. I was on restricted view which meant I had no access to statements. I was unable to view what they were doing with my accounts. I couldn't see the daily activity. XXXX XXXX would not allow me online access to my accounts until XXXX. By XXXX when I was allowed in for three days before they cut off my access once again I saw the mess they had caused and of course bringing this to their attention caused them to block me once again. I could see the homepage of the app and that is as far as I could go ( see photo) I have lost a lot for you in-house mistake. I lost a loan to help with my daughters XXXX, I also had a credit card cancel me, and I had credit limits lowered to XXXX a joke a slap in my face. And all because of XXXX XXXX. I to date can't obtain credit. I have no business card and nobody will give me one. Why?? XXXX XXXX. The problem snowballed for me into an unimaginable mess. My business has suffered because I can't get credit. As a small business you surely need something. I always paid as agreed on all three cards. And I have been left in the worst possible scenario. I have placed over XXXX phone calls to XXXX XXXX I have written a good XXXX emails to XXXX XXXX  and I know he is opening them. I have an email tracker. He has opened some of my emails XXXX to XXXX times. Same with XXXX XXXX XXXX of Fraud I have emailed her with no reply I have every customer service person's name and ID. I have faxed and most importantly I have written letters which were sent to confirm delivery. My letters with attachments I know made it to XXXX XXXX The time limits set by the FTC have not been met by you. XXXX XXXX  a few short months ago after Radius the collections agency sent me every one of my XXXX statements. Something that XXXX XXXX refused to do. I went over my XXXX Statements and nothing had been done. No credits for overpayments, no credits for my returns and the transposed number still there. And now you have added on to the statements I have not been able to see since you closed my accounts two new card numbers and XXXX who has a card #XXXX Two new card numbers that I have never owned activated or used. # XXXX  and card #XXXX There are a series of adjusted transactions some are under new transactions but what are they for?? Adjusted, New they tell me nothing what is the transaction for. There are transactions under a card number I don't have, never used, and its on the same statement with my true and correct card number # XXXX (see statement below) My XXXX letter asking for proof, asking what these adjusted transactions are and still to date saying I am disputing these charges I do not owe. And I am still to date being charged late fees and interest on what??? I have asked for proof of debt. XXXX XXXX ignores me. XXXX XXXX has not followed the time limits given to them by the FTC; they can't be bothered writing me back nor telling me why I owe when I know I don't. They have had more than 2 billing cycles to repair this and get back to me and they don't. My Spark card was closed XXXX XXXX XXXX It as closed while in excellent standing ,paid as agreed..Since that closure I have called and written to XXXX XXXX Executive team leaving numerous messages. I can't get a person to call me back.I have proof of those The customer service reps they have a different story daily so they are of no help XXXX XXXX XXXX seems to be the last statement where there are transactions put back onto my card. It appears that this was the final credit card statement with a lot of activity. So pull up the statements. I have only had one XXXX card and my card is #XXXX  then why are there transactions on a card that I never had?? And why are they one the same statement? I also would like you to notice you have XXXX XXXX back on this statement as a charge. This dispute was handled and the company paid XXXX XXXX this charge keeps going off and on and I am not paying it. Statement this is the one I went through at the start of this complaint. XXXX XXXX XXXX XXXX XXXX Page XXXX  shows my correct payment of XXXX Page XXXX the number changes to XXXX Previous Balance XXXX Payments XXXX XXXX XXXX XXXX TOTAL PAYMENTS MADE XXXX XXXX interest on what ??? My account was overpaid the balance due was XXXX I paid XXXX I should have a credit of XXXX for the overpayment XXXX XXXX XXXX  Return shows up as a new charge I now should have two credits moving forward XXXX overpayment XXXX XXXX crushed box return Please notice the numbers transposed under payment from page XXXX to page XXXX I should have l credits going into XXXX XXXX XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXX day billing cycle Previous Balance XXXX Payments XXXX  Other credits I am assuming they have realized they cant charge interest on nothing XXXX Transactions XXXX New Balance XXXX Where is my XXXX credit for my return and overpayment Going into XXXX should have a credit XXXX credit Plus I paid XXXX So moving forward nothing is correct the amount paid are the only thing right. There is no credits for overpayments there are no credits for returns, the numbers are still transposed. Still no credit given on my overpayment and on the credit from XXXX in XXXX Statement XXXX XXXX XXXX  Previous Balance XXXX  Payments XXXX Other credits XXXX Transactions XXXX  New Balance XXXX  Statement XXXX XXXX XXXX card #XXXX Payments Credits and Adjustments. XXXX XXXX Purchase Adjustment. XXXX XXXX XXXX  Purchase adjustment XXXX XXXX XXXX Purchase AdjustmentXXXX XXXX XXXX XXXX Purchase Adjustment. XXXX XXXX XXXX XXXX Purchase Adjustment XXXX Transactions #XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX again XXXX XXXX gave temp credit and XXXX XXXX  refunded XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX ) XXXX XXXX XXXX XXXX  Looking at my orders this amount this date no XXXX purchase XXXX XXXX XXXX XXXX  Ruled in my favor claimed they didnt I paid XXXX paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX total owed XXXX XXXX total owed XXXX Next Issue XXXX XXXX has failed to issue credits for my returns to XXXX  and XXXX even after they were provided with proof that the store issued back the refund to the original source of payment #XXXX Refunds issued by store on card#XXXX but not put onto my XXXX Card as credit. XXXX XXXX amazon refund for XXXX  posts as a new charge XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX return of dress XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( only dispute I opened and it was resolved by XXXX XXXX  they sent the refunded to XXXX XXXX card XXXX and XXXX XXXX took back the temp credit they issued me. And It now shows up again as a new charge in XXXX XXXX  Statement it shows up again as a new charge on XXXX XXXX XXXX XXXX return XXXX XXXX XXXX XXXX XXXX return XXXX Payments made to Vendors they have back on XXXX  Statement XXXX XXXX win XXXX XXXX XXXX see her email Chargeback ruled in my favor XXXX XXXX XXXX XXXXt order XXXX  XXXX  Regarding this Statement XXXX XXXX XXXX  total owed XXXX XXXX worth of charges added back on card number #XXXX Late fee XXXX I do need to know what each Purchase Adjustment The words Purchase adjustment does me no good I need to know the person, place or thing. As requested in XXXX XXXX Statement XXXX XXXX XXXX XXXX  card #XXXX not my card Purchase adjustment XXXX post date XXXX XXXX Transactions XXXX on a card I have never activated or used and my accounts were still closed? Past Due fee XXXX  Interest XXXX Total fees charged XXXX Statement another new XXXX card number shows up #XXXX XXXX XXXX XXXX Transactions Past Due Fee XXXX Interest XXXX Total fees charged XXXX Need to know how the total fees add up to XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Past Due fee XXXX  Interest XXXX Total Fees charged XXXX ??? Total interest charges XXXX Statement XXXX XXXX XXXX XXXX card #XXXX Interest XXXX  Total fees XXXX  Total interest XXXX  Statement XXXX XXXX XXXX XXXX XXXX #XXXX Purchase Adjustment XXXX XXXX post date Purchase adjustment XXXX XXXX XXXX Purchase Adjustment XXXX  Transactions XXXX XXXX XXXX Interest XXXX  Total Fees XXXX Total Interest XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXX card #XXXX XXXX XXXX  Purchase adjustment XXXX Interest XXXX Total Fees XXXX  Total interest XXXX Statement XXXX XXXX XXXX  card XXXX Interest XXXX  Total fees XXXX Total interest XXXX As you can see the mistakes on just this XXXX account are endless. And according to the FTC I don't have to pay a penny ( which I owe nothing) until XXXX XXXX figures this out. Now they have passed the deadline time of a reply and of getting this and the two personal cards adjusted properly. You must send you your credit card bill at least XXXX days before your payment is due. This helps you know exactly what you owe and gives you time to pay it before you owe finance charges. For instance, you could pay the entire balance of your bill (and usually avoid finance charges) or make a minimum payment (and owe finance charges). Per the FTC Promptly credit or refund overpayments and other amounts owed to your account if the amount youre owed is more than one dollar. If you prefer a refund, the issuer must send it within seven business days after they get your written request. If your bill has a mistake, the issuer must explain to you  in writing  the corrections that will be made to your account and remove all finance or other charges related to the error If the issuer determines that you owe some of the disputed amount, they must tell you promptly and in writing how much you owe and why. You may ask for copies of documents that the issuer says prove you owe the money. If an issuer doesnt follow the settlement procedure, they forfeit a portion (up to XXXX) of what theyre allowed to collect (the disputed amount plus finance charges), even if the bill turns out to be correct. For example, the issuer may have acknowledged your complaint in 45 days  15 days too late. They may have taken more than two billing cycles to resolve a dispute, or they may have threatened to report your failure to pay during the dispute period. Even if it turns out you owe the disputed amount, the issuer loses the right to collect up to $50 from the amount they otherwise could collect, because they violated the law. FTC says If youve noticed a billing error on your credit card statement and sent a written letter disputing the charge to your credit card company, they must acknowledge your dispute by sending you a billing error notice within 30 days of when they received your letter. They have two billing cycles  generally two months or 60 days  to investigate the error, but they cant take more than 90 days. In the meantime, theyre not allowed to charge you interest on the amount being disputed.If the card issuer determines no billing error occurred, they must mail or deliver an explanation of the reasons why theyve rejected your dispute. If the card issuer determines a billing error has occurred, then they must correct the billing error, credit your account with any disputed amount and any related finance or other charges, and send a correction notice to you. They have charged me for both interest and late fees. And no explanation to my recent The issuer may not take action against you for using your rights. The issuer can tell the three nationwide credit bureaus XXXX XXXX XXXX XXXX) that youre challenging your bill.YOU NOT ONLY TOOK ACTION AGAINST ME YOU RUINED MY CREDIT. At this point I have been trying for one year. I would like XXXX XXXX to post the payments I had to make to my vendors while they were off disputing items that never needed to be. I want them to clean up my credit they have ruined my XXXX today is at XXXX from XXXX they need to remove the closed accounts off the CRA's They never reopened them in May like they said they have kept my accounts closed and reporting them wrong. They need to make this right I need to be removed from collections. I want to be able to obtain credit and XXXX XXXX  should be the issuer of a new Business card. They have ruined my credit and my business has suffered over this . . I have attached proof I have paid my vendors I have sent returns I dont see credit for I have sent statements and anything else needed for you to correct this mistake let me know. You have not done the right thing from the start. please do it now.\n\nPlease see in addition to the attachments on this complaint the complaint you marked as duplicate XXXX refer to those attachments as well \n\n\nAgain what is the generic adjusted purchase on XXXX XXXX  statement? Why are there two card numbers with purchases on both I have only had one XXXX Card #XXXX  so what is #XXXX  who used that card for purchases who activated that card? \n\nXXXX XXXX is back as a new charge ??","date_sent_to_company":"2023-12-18T20:04:10.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"90034","tags":null,"has_narrative":true,"complaint_id":"8020135","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Radius Global Solutions LLC","date_received":"2023-12-18T20:04:06.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["You must send you your credit card bill at least XXXX days <em>before</em> your payment is due. This helps you know exactly what you owe and gives you time to pay it <em>before</em> you owe finance charges. For instance, you could pay the entire balance of your bill (and usually avoid finance charges) or make a minimum payment (and owe finance charges). Per the FTC Promptly credit or <em>refund</em> overpayments and other amounts owed to your account if the amount youre owed is more than one dollar."]},"sort":[8.049584,"8020135"]},{"_index":"complaint-public-v1","_id":"3294872","_score":8.044659,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2019I called Chase Customer Service to make a complaint against XXXX XXXX XXXX  because they was suppose to charge my account on XX/XX/XXXX for {$200.00} dollars and they charged my account on XX/XX/2019without my permission and caused my account to be in a negative {$190.00} and to order a new debit card because my wallet missing. I spoke to the CSR and she did advised me Chase can't do anything just talk to the merchant about it. I called back Chase to order a new Debit card because I forgot when I was on the first call earlier and the CSR advised they can send me another card and they can expedite it for me. The CSR advised me that I have a transaction open and do I want to file a claim I did say yes and the CSR did the claim. After I hung up I check my account it was positive again.I called the merchant and spoke to the CSR and he advised me who to speak to so I called the number and left message for Ms. XXXX and I called Chase Customer Service back on the same day XX/XX/XXXX and spoke the CSR and advised him I want to cancel the claim against XXXX XXXX XXXX the CSR advised he canceled the claim. After I hung up I check my account it was back in a negative {$190.00}. OnXX/XX/2019 my payroll check deposited in my account of {$860.00} to cover the negativity in my account for the transaction for XXXX dollars and XXXX dollars for the overdraft fee. I got a text message onXX/XX/19 from XXXX XXXX XXXX that my account was canceled. I checked my account and I saw a reversal of the {$200.00} dollars and {$34.00} dollars for the overdraft fee I assumed that it came from the merchant because true I called to canceled the claim on XX/XX/XXXX no problem. After 1 month and 6 days Chase Bank took {$200.00} dollars out of Checking Account on XX/XX/19. I called the Customer Service and spoke to the CSR and asked why did Chase take XXXX dollars from me? The CSR advised it was for the reversal for the claim against XXXX  XXXX  XXXX. I advised the CSR that I had canceled the claim onXX/XX/so why did Chase proceed with a claim after I told them not because the merchant and I were ok. The CSR advised me that she do see in notes that i called in on the XX/XX/XXXX to cancel the claim. I asked for a Supervisor. Ms. XXXX the Supervisor took the call and she also advised that she see in notes that I canceled the claim onXX/XX/19 and she don't know why the back office didnt see the notes and Chase should've reversed the XXXX dollars and the XXXX  dollars in my account. I asked Ms. XXXX when are they going to put the XXXX dollars back in my account. Ms. XXXX advised that they not going to give the XXXX dollars back. I advised it's not my fault that the back office didnt pay attention to what they were doing .Ms. XXXX apologized for the inconvenience and advised because I used the money and other transactions came in. I advised Ms. XXXX that I assumed it was the merchant who put the money back in my account true because they sent me a text to advised my account was canceled I never taught about Chase because true I canceled the claim onXX/XX/19. Ms. XXXX agreed that she can see how confusing this is. Ms. XXXX kept going through the notes and kept saying that Chase wasn't suppose to put the money in my account and wasn't suppose to pursue a claim after I canceled the claim onXX/XX/19 and she was looking at how the CSR put the notes in because it's a way they suppose to put the notes in. Ms. XXXX advised that yes the CSR put the notes in that the Customer call to decline the claim. I advised Ms. XXXX that this situation buts me in a big problem with my car payment which is coming through tomorrow XX/XX/19and I have to put the balance in and now I'm short {$200.00} dollars because Chase took {$200.00} dollars from me for a reversal of a claim that they was not suppose to do because I canceled onXX/XX/19. I asked Ms. XXXX when Chase reversed the money back in my account where is the XXXX dollars from the merchant? Ms. XXXX asked if the merchant gone return your XXXX dollars I advised her I only got a text that my account was canceled and that's why I assumed it was the merchant who put the money back in my account. Ms. XXXX advised that she will put everything in notes and advised me to get in contact with the merchant. I asked Ms. XXXX again about the XXXX dollars because I dont have XXXX dollars to cover my car payment I dont get paid til Wednesday and now I'm get hit with an overdraft fee because of Chase doing something that they was not suppose to do. Ms. XXXX advised to go ahead and put the balance of my car payment money and once the payment deposit in my account and yes the overdraft fee of XXXX dollars will apply just call us and I will put in notes and we will refund back the XXXX dollars. I asked again about the XXXX dollars Ms. XXXX advised again they not giving me back the XXXX dollars because its Chase money and they gave it back to me. Ms. XXXX advised me again to get in contact with the merchant to get my XXXX dollars and if they say they don't have it or they not giving it back call us and they will go after them. I called the merchant and spoke to Ms. XXXX who advised me that she do apologize for the inconvenience of the payment process. Ms. XXXX advised that it's the system that process the payments sometimes it go two before and two days after. I advised Ms. XXXX of the text that I got from them that my account is cancelled. Ms. XXXX advised that I got that text in error because my account is still open but my account is showing for the XX/XX/XXXX payment that the funds was reversed and they dont have the XXXX dollars. Ms. XXXX explained to me what Chase is doing with the claim they will reverse the money back in your account and they will do an investigation talk with the merchant and in your case it was a transaction between us now Chase will hold the XXXX dollars for like 180 days or 3 months and then release the money back to the merchant. I called Chase Customer Service later that day XX/XX/XXXX asked to spoke to a Supervisor. The Supervisor lady ( don't remember her name ) I explained everything to her and she told me to hold and she transferred the call to a different department because I did advised her that I will get a Lawyer because this is not fair to me. Supervisor XXXX  XXXX on the line I explained everything to him XXXX advised me that I did not cancel the claim because there are no notes on me canceling a claim on XX/XX/XXXX just notes that I opened the claim. I advised XXXX that is not true because I spoke to Supervisor Ms. XXXX and she even advised me that Chase was never supposed to pursue a claim or reverse money back in my account after I canceled the claim onXX/XX/19. XXXX  decided to advised me about what he would have did and done and its my fault and Chase is not giving me back my XXXX dollars in a aggregate attitude. I advised XXXX that is irritating me with the foolishness he is telling me. I asked for his Supervisor he never put his boss on the line he just kept saying he is the Supervisor. I advised him that you are just a Customer Service Supervisor reading a call script. XXXX said I'm not reading a call script so I did repeat what he said and he advised I'm mocking him and disrespecting him I advised XXXX you first disrespected me by calling me a liar that I never called in to cancel the claim onXX/XX/19and your aggregate attitude about what you would have done and did and its my fault and you nothing giving me my XXXX dollars back. I advised XXXX this is why I'm speaking to you like this because you have no matters you dont know nothing about me and what I do you just know of me because of this conversation. I advised him that this call is being recorded. XXXX advised that if I dont stop recording he will not speak to me I was still talking and XXXX advised again of the recording I advised XXXX that I dont have the recorder on XXXX put me on hold and then a voice recorder came on advising that Chase Customer Service Representatives treat their customers with respect and basically the recorder was advising that I was being disrespectful and they wont be taking no calls from me and if I have a issues I will have to send an email. I sat in my car and cried and said LORD all this I'm going through because Chase pursued a claim that I canceled 1 month and 6 days ago why me LORD. On XX/XX/2019 I went into the Chase Branch on XXXX XXXX XXXX XXXX XXXX XXXX Fla. XXXX and I spoke to Officer XXXX. I explained everything to her and XXXX advised oh they not gon na give you that XXXX dollars back. I asked why because when I spoke to Ms. XXXX yesterday morningXX/XX/19 she advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account after I canceled the claim on XX/XX/19. XXXX  was trying to get me to understand the reversal that Chase gave and they spoke to the merchant and the transaction was between you and them. I explained to XXXX yes the merchant is going to tell them that and that's why I canceled the claim on the same day I opened it onXX/XX/19. XXXX advised I opened the claim first and even though I call back in on the same day to cancel the claim was already in process and just because i called back the same day to canceled the claim is doesn't matter it's my fault for cancelling the claim. I advised XXXX that when I first open the claim my account was back in the positive and when I called back the same day to cancel and when I hung up my account was back in negative again so I knew my paycheck was gon na deposit the next day XX/XX/XXXX. XXXX was being very aggressive with me that I was wrong and she is not giving me the XXXX dollars back and if I saw my payroll check deposited in my account and saw extra money I should have said something. I advised XXXX why would I have to call Chase when I know for a fact that I canceled the claim on XX/XX/19and the young man told me that he canceled the claim and my account went back into a negative and I got the text message from the merchant that my account is canceled. XXXX still insisted on advising me that they are not giving me back my XXXX dollars. I advised XXXX that Ms. XXXX advised me that Chase wasn't suppose to pursue a claim or reverse money back in my account. XXXX advised me to go back to Ms. XXXX and let her doing something. I advised XXXX that Ms. XXXX advised me to talk to the merchant about getting my money back. I advised XXXX that I spoke to Ms. XXXX yesterdayXX/XX/19 and Ms. XXXX advised me that they don't have the XXXX dollars because my account shows that the funds was reversed then XXXX got on the phone with Claims department and she advised me that they are not taking the XXXX dollars overdraft fee back the merchant will get the money soon because Chase has a hold on the money but they are not giving you the XXXX dollars back the CSR who advised me that he canceled the claim did not file it correctly and now they are just getting the cancellation. I advised XXXX that's not my problem because the CSR didn't put the notes in promptly. Why do I have to pay for his mistakes when I did what I was suppose to do. I advised XXXX now my car payment came through my account and I'm short the XXXX dollars that Chase took from me because my money was in my account XXXX dollars and all I need to do was put the balance of the money in which I did on yesterdayXX/XX/19and I had to borrow XXXX dollars just so I dont get a overdraft fee this is not fair to me because of the CSR mistakes not mines. XXXX kept going back to the reversal and I explained Chase was not suppose to pursue a claim or reverse money back in my account after I canceled the claim. XXXX advised if Chase didnt give the reversal my account would have still be negative with an overdraft fee I said I know that and my payroll check deposited in my account the next dayXX/XX/ and it would have covered the XXXX dollars now what? XXXX still advising Chase reversed the money back in my account. I asked XXXX why would Chase do that when they want suppose to XXXX advised she doesn't know. Nobody who I spoke to at Chase can't give me a justification on way i have to paid for the CSR mistakes for not putting the notes in properly why I was treated like im XXXX  with lack of knowledge and when my money was in my account and I had to borrow XXXX dollars just so I dont get an overdraft? I have attached the conversation between me and Ms. XXXX the Supervisor on XX/XX/XXXX and a copy of the text from the merchant onXX/XX/19. Thank you","date_sent_to_company":"2019-07-03T13:44:30.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"33147","tags":null,"has_narrative":true,"complaint_id":"3294872","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-07-03T13:35:12.000Z","state":"FL","company_public_response":null,"sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["XXXX advised to go ahead and put the balance of my car payment <em>money</em> and once the payment deposit in my account and yes the overdraft fee of XXXX dollars will apply just call us and I will put in notes and we will <em>refund</em> back the XXXX dollars. I asked again about the XXXX dollars Ms. XXXX advised again they not giving me back the XXXX dollars because its Chase <em>money</em> and they gave it back to me. Ms."]},"sort":[8.044659,"3294872"]},{"_index":"complaint-public-v1","_id":"8225624","_score":7.6341934,"_source":{"product":"Checking or savings account","complaint_what_happened":"Im sending my current ongoing case with KeyBank and their Fraud Department. I am a victim of fraud where {$27000.00} was withdrawn from my accounts with KeyBank on XX/XX/XXXX. At this time, my case with Keybank is at the corporate level, but has yet to be resolved. I have now been denied three different times by the Fraud Department ; with three different reasons. I am not feeling advocated for in the correct manner. Below is the timeline and where my case with KeyBank and their Fraud Department stands. \n\nXX/XX/XXXX I was contacted at XXXXXXXX XXXX from XXXX ( XXXX ) XXXX, by a woman named XXXX, regarding possible charges to the account from purchases made on XXXX, XXXX, and XXXX. I notified the individual that I did not make these purchases. At this point, I put her on hold, to look up the number to make sure that the number was a legitimate source. The number that I was contacted by, matched what was on the KeyBank online banking contact list. Once I confirmed that the number contacting me was the same as it was listed on the website, I resumed the conversation that was taking place. At this point, she notified me that the phone service was breaking up and she would call me from her office. I received a call from XXXX ( XXXX ) XXXX to continue our conversation where I was then notified that the bank would be monitoring the account, and would further monitor and communicate if there were any further fraudulent activities. I was then notified that she would be contacting me the next day regarding the monitoring of my accounts. She also asked for the last 4 of my social security number and for my debit card information ; for verification of the account owner. She was also able to inform me on the funds available in my account. During our conversation, she informed me that she was located in Texas. During this call, I was asked for my security codes to confirm that I was the account holder. \n\nXX/XX/XXXX I was contacted at XXXXXXXX XXXX from XXXX ( XXXX ) XXXX, notifying me that there were possible fraudulent charges coming from the Florida area. These charges were made using XXXX XXXX ; which I have never used. I was then informed that my online banking had been corrupted. She notified me that everything needed to be reset with my online banking due to the fraudulent activities. At this point, the phone call was dropped between XXXX XXXX and XXXX. I received a text from XXXX ( XXXX ) XXXX, which I assumed was XXXX, and replied yes. Multiple correspondences were made between XXXX and I regarding account security issues, and during the last conversation, she was notified that myself and my partner were heading out of town for the weekend and would be unreachable due to cellular service issues. She informed me that she would continue monitoring and would contact us if there were any further issues ; to feel free to contact when there was service. \n\nAround XXXX XXXX, my partner XXXX XXXX and I headed on a XXXX XXXX in the XXXX XXXX. We were heading to XXXX XXXX, NY to XXXX XXXX  for two days, and catch the first part of opening day for XXXX XXXX. This was an escape where there was no cell service, and no people that we had to be around. Our original plans had to change due to XXXX grandmother, XXXX XXXX, passing away on XX/XX/XXXX. Her wish was for us to go on this trip, so we modified it to come home late Saturday XXXX ; being an XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX, Vermont, I moved my clients to Sunday. This allowed me to be able to attend the services on Monday. \n\n\n\nXX/XX/XXXX After our XXXXXXXX XXXX, we went for a drive to get some supplies. Once we approached XXXX, NY, we began to have service again. I received a text from XXXX ( XXXX ) XXXX asking if we were available, and I replied yes. At XXXX, I received a call from XXXX ( XXXX ) XXXX from XXXX again. She informed me that there was no further activity on the account. Due to the past fraudulent activity, she wanted me to reset my online banking. She asked for my passcode, to make sure that everything in the account was secure ; which I complied. At this point, I was notified that my account would be locked, and I would be contacted on Monday, XX/XX/XXXX, to continue resetting my online banking. I was also notified that any calls from unknown numbers should be ignored as precautionary measures to avoid further fraudulent activities. \n\nAfter this call was concluded, I received a phone call from my brother, XXXX XXXX, at XXXXXXXX XXXX, informing me that he was called regarding possible fraudulent activity on the account. I received this call due to having XXXX as an executor on my accounts. I notified him that I had been working with someone for the past week and that must be who he is calling about, unknowing XXXX was the person committing fraud. After this call we were on our way back to our XXXX XXXX and had no cell service again. Once we started driving home Saturday I didn't look at my voicemails and saw I missed a call from XXXX ( XXXX ) XXXX and didn't think anything about it due to how many telemarketers call me on a daily basis. This was KeyBanks actual fraud department, trying to contact me the day prior. \n\nXX/XX/XXXX I had no further contact during the weekend, and attended XXXX grandmothers funeral services beginning at XXXXXXXX XXXX  Monday. Once the memorial service and funeral were complete, I missed two calls at XXXX and XXXX from XXXX ( XXXX ) XXXX. I did not have my phone in hand due to a service recession being held by XXXX family. Once we got home, I saw that I had two missed calls and listened to the attached voicemails. The voicemails I received were from a Key Bank employee ( XXXX ) regarding fraud issues needing further verification and left his direct and department phone numbers. I tried contacting him regarding the ACH transactions that he was questioning, and was unable to reach him. After being unable to reach him, at XXXXXXXX XXXX, I called XXXX ( XXXX ) XXXX and was put into contact with XXXX XXXX. I was concerned about all of the fraud alerts and notifications that I was receiving and was wondering what was going on. She then notified me that someone had taken approximately {$27000.00} from my accounts. I immediately notified her that this was not me, and I reported it as fraudulent. I was further informed that I should go to the bank directly, as soon as possible, to change my accounts and online banking. \n\nXX/XX/XXXX First thing in the morning, I went straight to the XXXX location at XXXX XXXX XXXX XXXX, XXXX, NY. I met with XXXX XXXX to figure out what was going on. I informed her about what was going on, and she immediately put holds on all of my accounts. I have obtained my personal and business accounts and done all of my business with Key Bank since XXXX. I have been a sole proprietor the entire time that I have been with Key Bank and have never had any transactions of this extent. During this meeting, she viewed my personal information regarding the fraudulent activities. We contacted the Fraud Department together and put in the initial fraud claim. She then rescheduled me to update my personal security information, and new accounts on Friday XX/XX/XXXX at XXXXXXXX XXXX. \n\n\n\nXX/XX/XXXX I received a phone call from XXXX notifying me that my money had been recovered and everything was taken care of. \n\nXX/XX/XXXX I met with XXXX, and we started all new accounts and online banking accounts. All fraud submissions had been completed. The returned funds were on hold for 7-10 days before they would become available. At this point, I have payments coming out of these accounts which I have no funds in. \n\n\nXX/XX/XXXX After thinking that everything has been taken care of, I logged into my accounts and realized that the funds had been removed yet again. I immediately called XXXX to see what was going on and was notified that she had no idea. We scheduled a meeting for the morning of XX/XX/XXXX at XXXX am to sit down with her and call the fraud department to make sure that I was advocated for in the proper manner. \n\nXX/XX/XXXX In this meeting with XXXX, we went over everything again. She called her department to go through logged calls and verifications, on Key Banks side. While going through my accounts and information, she noticed that there were two logins on my accounts ; one that had never been used before. This login that she was looking at was called KBBO. KBBO is used for payroll and business purposes on the accounts ; I am a sole proprietor and have never needed, used, or signed up for this program. I have no recollection of signing up or using this program, due the point that I do not do payroll. I contacted my ex-husband, who used to work for KeyBank, and was with me when I set up my accounts, and he also had no recollection of us ever signing up for this. Upon finding this, XXXX and the person she was speaking with, submitted more documentation to the fraud department. There was also a document or letter denying my claim, but XXXX couldnt see it, and the person on the other end of the call couldnt see what XXXX had. XXXX told me they were denying my fraud case because I didn't call them back on Friday XX/XX/XXXX to verify that it was fraud. I had no cell service when they tried to contact me, and when they called me again Monday to see if it was fraud I did contact them back, and told them that I wasn't the one making the transfers. If the fraud department thought it may be fraud, why did they allow my money, {$27000.00}, to be transferred out on the XXXX without speaking to me? This is where I sent XXXX screenshots of the phone logs that I had, including the voicemail that I received from XXXX in the fraud department. Upon our departure, the XXXX XXXX was notified about what was going on and submitted an escalation to move the matter to the corporate level. \nI was notified that I should continue following up and not let this go. Doing so, I called the fraud department and ended up getting a hold of XXXX XXXX again. She directed me to send all of the information and screenshots to XXXX because all of the information available is a help. I don't understand how KeyBank recognized it was fraud, sent my money back to my account, then withdrew it again? \n\n\nXX/XX/XXXX I called the XXXX Troopers, who sent an officer to take my deposition. The officer arrived at XXXX and took a full report for further investigation. \nI submitted all of the personal information that was recommended by XXXX the night prior. I then called XXXX to notify her of the police being involved and that my father was going to be dropping off the deposition to submit to the claim as well. I also notified her that XXXX could not see any of the documentation that XXXX submitted while we were there. XXXX is advocating for me the best she can and I feel as though things are not moving in the manner that they should be. \n\n\nXX/XX/XXXX I received the letter that XXXX could not see. I was notified that they were denying my claim due to the fact that the ACH transactions were due to a KBBO account authorization. I have no recollection of ever signing up for any additional services other than obtaining my banking accounts, due to the fact that I am an XXXX XXXXXXXX ; payroll is not applicable. \n\nXX/XX/XXXX This is the update on everything as of now. KeyBank Fraud is refusing to reimburse my {$27000.00} which was stolen from me. I received a denial letter stating that due to the point that I opened an ACH account and the money came out of my business account that there was nothing they could do. Here 's the situation with this. I never opened an ACH account, I am an XXXX XXXXXXXX, I do not have payroll. The person who hacked into my account set this up to pay themselves payroll. Also, you can see on my account that this money was not in my business account until I was locked out of my account. This is where the fraud person transferred {$25000.00} from my personal savings and {$2400.00} from my personal checking into my business account, then paid themselves on XX/XX/XXXX, where I no longer had access to my accounts. Prior to this takeover of my accounts, there were barely any funds in my business account. I only use my business account for a place for my credit card deposits to go to and then I transfer it out. \nMy case with the XXXX Police department has been assigned to Investigator XXXX XXXX. She sent a subpoena to Key Bank to try to find where my money had gone at the end of XXXX. As of XX/XX/XXXX, she has still not received anything back from KeyBank. \nAfter many attempts with XXXX XXXX, the KeyBank manager, working with the fraud department, he was able to obtain the information that it was transferred to a man named XXXX XXXX, and was sent to a XXXX XXXXXXXX ; I do not know which branch or location. I was very confused for the last month because neither fraud nor the XXXX KeyBank ( XXXX XXXX ) could tell me where I paid the payroll to. If I paid someone payroll, shouldnt I have access to who, what for, and where I paid them? Nobody would release any information to me as to where my funds went. Also you can look through my business account and see I have never written more than a handful of checks throughout my time banking with KeyBank. \nXXXX KeyBank has attempted everything they can to work with fraud to retrieve my funds. They are telling me the case is black and white, that it was an online takeover and they can see I didn't make these transfers. They have no way to advocate for me further with the fraud department, due to fraud now refusing to refund me, because I gave my passcode to the person, which I believed to be working with the KeyBank fraud department. I don't understand If they thought this was a fraud situation and couldn't get ahold of me XX/XX/XXXX but then called me on XX/XX/XXXX where I told them it was fraudulent, why they didn't hold my money until speaking to me. \nThe Fraud Department keeps changing their reasonings on denial. The first reason is because I did not contact them on XX/XX/XXXX, not having phone service, which was the day that my money was withdrawn. The second reason that they gave me was because the withdrawal came from my KBBO account as an ACH transfer ; which I have never used, and never signed up for. The third reason was because I gave someone my passcode which I believed to be working for KeyBank. There is no reason why my funds should have been transferred without direct contact with me if fraud was detected. They were withdrawn that same day ( XX/XX/XXXX ) with no verbal contact. I feel as though this is negligence due to the fact that the bank is covered by FDIC insurance. I now feel like they are finding any reason so they can deny the return of my funds. Since the account takeover, I am now having fees regarding the KBBO and ACH services ; this has never happened since the creation of this account in XXXX. XXXX XXXX has seen this, and has notified me that he is trying to resolve these charges and he acknowledged the fact that there has never been any activity regarding anything to do with KBBO or ACH transactions since the creation of the account. His findings are proof that I have never used anything like KBBO or ACH. \nAlso looking at my KeyBank Business account, I have only used this account for my credit card transfers. I have never once needed to do any payroll and rarely use this account, other than for my payments from my clients. In the bank statements, you can see that there are a handful of checks written from this account since XXXX. Every week, I have moved the money from my business account to my personal savings and checking accounts monthly. \nAt this point I am in financial hardship. They took all my money, and I desperately need some help to retrieve my funds. I am very disappointed with KeyBank. After doing business with them for so long, and after speaking with other representatives and institutions, I am further disappointed in the manner that this has been taken. How was {$27000.00} taken from me, when it was thought to be fraudulent without speaking to me? I am hoping you may be able to help me retrieve my funds. I have proof of everything I'm stating and can give much more details if needed. My phone number is XXXX XXXX XXXX. 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