{"took":91,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"20809802","_score":30.556425,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint because Truist failed to maintain and apply adequate security controls on my business account, which allowed unauthorized access and caused a substantial financial loss. \nOn XX/XX/year>, an unauthorized person gained access to my account and was able to change the phone number used for two factor authentication to a number that was not mine. After that security change, two unauthorized ACH transfers totaling {$19000.00} were processed from my account. There were also two deposits posted to the account that I did not recognize or authorize. \nI discovered the fraud on the same day and notified Truist within hours. Truist has opened a fraud investigation, which is currently ongoing. However, I have been informed that if the funds can not be recovered, reimbursement may not be provided. \nMy concern is that a critical security credential tied to account access was changed by an unauthorized party, and unauthorized ACH activity was allowed afterward, despite being inconsistent with my account activity and authorization. \nI am requesting a full investigation, a written explanation of how the two factor authentication phone number was changed, what verification procedures were used, why the ACH transfers were permitted after the account takeover, and reimbursement for all unauthorized losses if confirmed fraudulent.","date_sent_to_company":"2026-03-31T16:03:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34638","tags":"Servicemember","has_narrative":true,"complaint_id":"20809802","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2026-03-31T15:38:09.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I am requesting a full <em>investigation</em>, a written <em>explanation</em> of how the two <em>factor</em> <em>authentication</em> <em>phone</em> number was <em>changed</em>, what verification procedures were used, why the ACH transfers were permitted after the account takeover, and reimbursement for all unauthorized losses if confirmed fraudulent."]},"sort":[30.556425,"20809802"]},{"_index":"complaint-public-v1","_id":"13661517","_score":23.873749,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am the victim of identity theft and unauthorized financial activity involving PayPal and XXXX. \n\nA few months ago, someone added their phone number to my PayPal accounts two-factor authentication. I reported this to PayPal, changed my password, and was told my account would be frozen. However, in XX/XX/year>, three unauthorized ACH transfers totaling {$4500.00} and two additional charges totaling {$1900.00} were attempted from my linked XXXX XXXX XXXXXXXX account via PayPal. I reported this activity to both PayPal aXXXX XXXX XXXX XXXX. Someone who is not me has now changed my account to a business account under a different name, and I can no longer access transaction history only that a balance is owed. Both my initial claim and my appeal were denied by PayPal without sufficient explanation. \n\nAdditionally, I just discovered that someone used my email address to open a XXXXXXXX XXXX XXXXccount without my authorization. This bank account is the account that the initial unauthorized funds were transferred to. \n\nIve had to close a XXXX bank account, spend hours securing my accounts, and still have not received a resolution or explanation. I am requesting that the CFPB investigate PayPals and XXXX  handling of my identity theft claims and ensure that I am not held liable for fraudulent activity.","date_sent_to_company":"2025-05-22T20:08:50.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"32609","tags":null,"has_narrative":true,"complaint_id":"13661517","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-05-22T20:04:00.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["A few months ago, someone added their <em>phone</em> number to my PayPal accounts two-<em>factor</em> <em>authentication</em>. I reported this to PayPal, <em>changed</em> my password, and was told my account would be frozen. However, in XX/XX/year>, three unauthorized ACH transfers totaling {$4500.00} and two additional charges totaling {$1900.00} were attempted from my linked XXXX XXXX XXXXXXXX account via PayPal. I reported this activity to both PayPal aXXXX XXXX XXXX XXXX."]},"sort":[23.873749,"13661517"]},{"_index":"complaint-public-v1","_id":"6484848","_score":22.63569,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Here is the initial complaint I submitted to the FBI on XX/XX/XXXX of 2022 : \" At around XXXX on Saturday XX/XX/XXXX I received an email from Coinbase stating that my password on my account had been changed. I woke up around XXXX and tried to log into my account and could not because the password was incorrect ( so it had been changed ). I called Coinbase immediately and had them lock my account. At this point my funds were still in my account. I was then instructed by a Coinbase employee over the phone to start an account recovery process. I completed the instruction and than was told that I would have to wait up to XXXX hours before I could log into my account. Sunday morning I received an email saying my account was ready for log in but when I tried to log in I still could not. I than spend several hours on the phone with a Coinbase employee trying to get access. On Monday morning XX/XX/XXXX I again spoke to a Coinbase employee about getting back into my account. It is at this time that this employee informed me that all my crypto currencies had been transferred out of my account on Sunday morning the XXXX of XXXX around XXXX. This Coinbase employee also informed me that even though this account hack was not my fault and it was their own account recovery process that unlocked my account and allowed the hacker to steal all my crypto currency that Coinbase was not responsible or liable for my funds being stolen. On the XXXX of XXXX I filed a statement with Coinbase 's investigation team and them recommended that I file a report at this location. '' After I was finally able to access my account again, I found that the dates that the Coinbase employee had given me about the time my funds were stolen were incorrect. I then filed a complaint with their complaints department. This complaints department instructed me that they were stolen on XX/XX/XXXX. When I sent pictures from my account, clearly showing them that this was not the case, they had nothing to say. They also later told me that if I had had two-factor authentication with a Google Authenticator XXXX this could have been prevented due to the fact that the hacker would have needed physical possession of my device to get the access codes. When I explained to them that I did, in fact, have two-factor authentication with a Google Authenticator , they again ignored me and responded with what seemed like boilerplate explanations about how they are not responsible for any lost or stolen funds. I have included the emails and pictures showing all this. \n\n\nIt seems very clear to me that Coinbase is responsible for the loss of my funds, as I had taken every security measure they required. They have clearly contradicted themselves several times, which leads me to believe that they are trying to cover up something for which they know they are responsible.","date_sent_to_company":"2023-01-25T15:26:06.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"430XX","tags":"Servicemember","has_narrative":true,"complaint_id":"6484848","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2023-01-25T15:15:01.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They also later told me that if I had had two-<em>factor</em> <em>authentication</em> with a Google <em>Authenticator</em> XXXX this could have been prevented due to the fact that the hacker would have needed physical possession of my device to get the access codes. When I explained to them that I did, in fact, have two-<em>factor</em> <em>authentication</em> with a Google <em>Authenticator</em> , they again ignored me and responded with what seemed like boilerplate <em>explanations</em> about how they are not responsible for any lost or stolen funds."]},"sort":[22.63569,"6484848"]},{"_index":"complaint-public-v1","_id":"16730497","_score":21.35111,"_source":{"product":"Checking or savings account","complaint_what_happened":"My SoFi Bank account was accessed by an unauthorized individual despite having two-factor authentication enabled. This person changed my mailing address, requested a new debit card to be sent to them, and transferred more than {$5000.00} from my SoFi savings account into a SoFi checking account, which they then used to pay personal bills. They also withdrew approximately {$8000.00} from my linked external checking account and spent $ XXXX paying additional bills. In total a hacker was able to steal over {$10000.00} from me, due to SoFi 's very lax security.\n\nAfter immediately alerting the company of fraud, they took no steps to secure my account. The next day it was evident to me that someone was still trying to access my account. Despite being assured that dispute claims were being filed for each of the 9 transactions I later received 9 emails ( example attached ) telling me that rather than disputes they had filed research tickets for stop payments. Several hours later on the phone, I was told multiple conflicting answers, that I hadn't in fact reported fraud, that the person that took my call made an error and needed more training, and that, it was the correct process to follow. There is no ability to email or call anyone directly. It appears that the response team is trained in misleading customers and wearing them down, transferring, long hold times, disconnected calls, and ultimately no answers and zero accountability.\n\nI have filed a police report. I have the address the person that did this was trying to send the new debit card to and have provided that information to the police.\n\nAt no point was I notified by SoFi of : The suspicious login or account takeover, The address change, The new debit card request, or The large and unus\nual withdrawals.\n\nThese are significant red flags that SoFis systems should have detected and flagged for review or customer verification. After discovering the fraud, I immediately reported it to SoFis cust\nomer support and fraud department. Despite multiple calls and hours on the phone with different departments, SoFi has not provided any provisional credit or resolution, nor have they acknowledged responsibility for the security breach. \n\nThis incident has caused major financial and emotional distress, and the lack of communication and accountability from SoFi has made the situation worse. Regulations SoFi May Have Violated : Regulation E ( Electronic Fund Tr\nansfer Act, 12 CFR 1005.11 ) Failure to provide provisional credit within 10 business days of my report.\n\nFailure to investigate promptly and communicate written results within 45 days.\n\nFailure to protect me from liability for unauthorized electronic transfers.\n\nGramm-Leach-Bliley Act ( GLBA ) & FTC Safeguards Rule Failure to maintain commercially reasonable procedures to protect customer data and authenticate logins, even with two-factor authentication enabled. \nBank Secrecy Act / Anti-Money Laundering ( BSA/AML ) Failure to detect or respond to suspicious account activity involving large transfers and address changes.\n\nNACHA Operating Rules/ Regulation E Processing unauthorized ACH withdrawals from my linked external checking account without verification or\nnotice.\n\nWhat I am requesting : Immediate provisional credit and full reimbursement of all unauthorized withdrawals.\n\nA written explanation of SoFis security failure and why I was not notified of major account changes.\n\nConfirmation that SoFi has strengthened its fraud detection and customer notification controls to prevent similar incidents.","date_sent_to_company":"2025-10-22T01:35:35.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"017XX","tags":null,"has_narrative":true,"complaint_id":"16730497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-10-22T01:12:51.000Z","state":"MA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Failure to <em>investigate</em> promptly and communicate written results within 45 days.\n\nFailure to protect me from liability for unauthorized electronic transfers.\n\nGramm-Leach-Bliley Act ( GLBA ) & FTC Safeguards Rule Failure to maintain commercially reasonable procedures to protect customer data and <em>authenticate</em> logins, even with two-<em>factor</em> <em>authentication</em> enabled."]},"sort":[21.35111,"16730497"]},{"_index":"complaint-public-v1","_id":"5850533","_score":16.61916,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the night of XX/XX/XXXX and early morning of XX/XX/XXXX at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, NY XXXX ; my XXXX XXXX, Drivers License and Chase XXXX XXXX were stolen. The thief was able to get into my XXXX and changed the password, and recovery questions for my XXXXXXXX XXXX effectively locking me out of the account. My accounts required two factor authentication with my cell phone number so I was unable to get into any accounts until the next day when I set up a different XXXX to my cell phone number. I was able to see that this person had also gotten into my email address XXXX and tried changing passwords to my XXXX. They also created fraudulent XXXX, XXXX, XXXX and XXXX accounts in my name. They then transferred {$10000.00} out of my checking account into XXXX XXXX, attempted to transfer {$15000.00} from my savings account and around {$20000.00} from my brokerage account ( all JP Morgan Chase ) into checking. They also set up XXXX XXXX with my credit cards and use them at the XXXX XXXX XXXX store around XXXX on XX/XX/XXXX, these charges were declined. They also attempted to send money in XXXX XXXX and XXXX to an XXXX XXXX XXXX which were also declined. The XXXX to XXXX cash though did go through to my stolen XXXX XXXX XXXX. This charge was pending but eventually went through. In addition, the thief called an XXXX from XXXX XXXX XXXX XXXX XXXX NY, XXXX US to XXXX XXXX XXXX, XXXX, NY XXXX. XXXX refunded me for this fraud charge. I was able to have the sim card on the stolen phone reported as stolen to XXXX which says will monitor activity and alert police. \nChase offered me a temporary refund of this {$10000.00} but reversed the refund in the middle of the night with no warning on XX/XX/XXXX claiming the investigation concluded the charge was valid as the merchant ( XXXX ) said the information on the XXXX XXXX account matched the information chase provided. This is because the thief hacked me out of my XXXXXXXX XXXX  and still to this day has access. In addition, I received an email my application for an XXXX Charge was declined ( this is because i froze my credit with all major credit lines. ) I was refunded on charges at XXXXXXXX XXXX that were done fraudulently filed a police report which is currently being handled by the XXXX XXXX XXXX XXXXXXXX and under Detective XXXX XXXX 's direction. I have attempted to appeal this investigation with Chase and emailed XXXXXXXX XXXX fraud support with more information. I also previously filed to the CFPB, where Chase offered their explanation they refunded the account temporarily while continuing to investigate and the case was closed. I am emailing account as this is Identity fraud and the case will hopefully be re opened based on the information I faxed to them on XX/XX/XXXX. I can be reached at XXXX, or XXXX. I am willing to speak with anyone to prove my that this was fraud and I had XXXX taken from me. I am also extremely upset with Chase 's behavior to remove XXXX from my account in the middle of the night with no warning leaving me in overdraft of about {$7000.00}. I can not afford to have XXXX taken from me. Please get back to me as soon as possible.","date_sent_to_company":"2022-08-06T19:53:02.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"108XX","tags":null,"has_narrative":true,"complaint_id":"5850533","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-08-06T19:24:27.000Z","state":"NY","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The thief was able to get into my XXXX and <em>changed</em> the password, and recovery questions for my XXXXXXXX XXXX effectively locking me out of the account. My accounts required two <em>factor</em> <em>authentication</em> with my cell <em>phone</em> number so I was unable to get into any accounts until the next day when I set up a different XXXX to my cell <em>phone</em> number. I was able to see that this person had also gotten into my email address XXXX and tried <em>changing</em> passwords to my XXXX."]},"sort":[16.61916,"5850533"]},{"_index":"complaint-public-v1","_id":"13981689","_score":15.891701,"_source":{"product":"Prepaid card","complaint_what_happened":"# # Timeline and key facts ( plain text, ready to copy-paste ) XXXX XX/XX/year> Email from XXXX  with subject Your account information has been changed. \nWhen I logged in, every virtual prepaid card had vanished ( about \\ {$1000.00} total balance ). \nMulti-factor authentication was enabled ; I had made no changes. \n\nXXXX XX/XX/year> I opened support ticket XXXX. \nSent screenshots of missing cards and listed the first unauthorized purchases ( \\ {$50.00} and \\ {$500.00} XXXX XXXX, posted XXXX XXXX XX/XX/year> ). \nThis was well within the XXXX window for disputing prepaid-card errors. \n\nXXXX XX/XX/XXXX XXXX XXXX  I emailed the dispute team five times requesting status. \nOnly reply : Under review. \nNo provisional credit issued. \n\nXXXX XXXX XXXX  Company mailed a single \\ {$50.00} physical XXXX. \nActivation fails with Card can not be validated. \nHad to create a new account because my original login no longer works. \n\nXXXX XX/XX/year> XXXX phone call with agent XXXX ( audio retained ). \nReviewed each card together. \nUnauthorized charges total about \\ {$840.00} across XXXX cards ( XXXX XXXX, XXXX XXXX XXXX XXXX, several\\ {$3.00} {$40.00} micro-charges ). \nAuthorized charges I confirmed : {$300.00} XXXX, {$250.00} Illinois XXXX, {$230.00} XXXX. \nXXXX said disputes were opened and that email forms would arrive within minutes. \nNo forms ever arrived ; no credit issued. \n\nXXXX XX/XX/year> Dispute team emailed a denial : Transactions exceed 60 days. Case closed. \n\nXXXX XX/XX/year> I replied that the dispute was originally filed on XXXX XXXX, well inside 60 days. \n\nXXXX XX/XX/year> Company repeated the denial, again citing the XXXX limit. \n\nActions I have taken Opened ticket XXXX and supplied all requested documents on XXXX XXXX. \nFollowed up by email XXXX times ( XXXX ). \nXXXX XXXX minutes on the phone XXXX XXXX confirming each disputed charge. \nResponded immediately to both denial emails ( XXXX XXXX ). \n\nActions by the company Removed access to all virtual cards ( \\~\\ {$1000.00} ). \nIssued an unusable \\ {$50.00} replacement card. \nPromised but never sent dispute forms or investigation results. \nDenied reimbursement based on a XXXX rule despite my timely XXXX dispute. \n\nCurrent status I remain locked out of my original account, have received no provisional credit, and can not activate the {$50.00} card. I am seeking : 1. Reimbursement of the full lost balance ( about {$1000.00} ) less the three charges I acknowledged.\n\n2. Activation or replacement of the {$50.00} card.\n\n3. A written explanation of how my MFA-protected account was altered and why Regulation E timelines were not followed.","date_sent_to_company":"2025-06-09T17:54:50.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"60613","tags":null,"has_narrative":true,"complaint_id":"13981689","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Blackhawk Network Holdings Inc.","date_received":"2025-06-09T17:30:50.000Z","state":"IL","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["# # Timeline and key facts ( plain text, ready to copy-paste ) XXXX XX/XX/year> Email from XXXX  with subject Your account information has been <em>changed</em>. \nWhen I logged in, every virtual prepaid card had vanished ( about \\ {$1000.00} total balance ). \nMulti-<em>factor</em> <em>authentication</em> was enabled ; I had made no <em>changes</em>. \n\nXXXX XX/XX/year> I opened support ticket XXXX."]},"sort":[15.891701,"13981689"]},{"_index":"complaint-public-v1","_id":"14802108","_score":15.044424,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to file a formal complaint against Cash App regarding an unauthorized transaction of {$300.00} that was withdrawn from my linked XXXX  XXXX bank account without my knowledge or consent. On XX/XX/2025, a transaction for {$300.00} was made through Cash App using my linked XXXX XXXX account. I want to be clear that I did not authorize, approve, or initiate this transaction. I became aware of this fraudulent charge only after reviewing my bank statement and Cash App history. As soon as I discovered it, I took immediate and appropriate actions to secure my accounts, including locking my Cash App account, changing passwords, enabling multi-factor authentication, and reporting the fraud to both Cash App and XXXX  XXXX. \n\nAfter discovering the unauthorized charge, I contacted Cash App support directly by phone to report the issue. During this call, a representative named XXXX reviewed my case and assured me that the {$300.00} transaction would be reversed and refunded to my account. This assurance gave me hope and confidence that Cash App was taking responsibility for the fraudulent activity affecting my account. Unfortunately, despite this promise, the refund was never processed. When I followed up with Cash App support, I was told that the refund could not be issued and that the case had been closed, leaving me without any resolution or explanation for the change in their position. This abrupt reversal and lack of follow-through have been very disappointing and have left me feeling misled and unsupported. \n\nI also contacted my bank, XXXX XXXX, to dispute the charge and seek a refund. However, they informed me that they are unable to process the refund because Cash App has denied the dispute on their end. This has created a frustrating impasse where neither Cash App nor my bank is willing or able to return my money. I have provided all requested documentation and have been cooperative throughout the process, but I remain out {$300.00} that was taken from me without my authorization. I believe Cash App has failed to adequately protect my account and address this fraudulent transaction fairly. \n\nI respectfully request the Consumer Financial Protection Bureau to intervene and conduct a thorough review of my case. Specifically, I ask that Cash App be required to honor the commitment made by their representative to reverse and refund the unauthorized {$300.00} transaction. I also request that the CFPB investigate whether Cash App has complied with consumer protection laws regarding fraud resolution and customer support, given the conflicting information and unfulfilled promises I have experienced. This situation has caused me considerable financial hardship and emotional distress, and I seek a fair and just resolution. \n\nI have been patient and proactive throughout this ordeal, but the lack of resolution from both Cash App and my bank has left me with no other option but to seek regulatory assistance. I trust that the CFPB will take this complaint seriously and help ensure that companies like Cash App uphold their responsibilities to protect customers from fraud and honor their commitments. I am willing to provide any additional information or documentation necessary to support this complaint. \n\nThank you very much for your time and attention to this matter. I look forward to your assistance and a prompt resolution that restores my lost funds.","date_sent_to_company":"2025-07-22T20:04:00.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Other banking product or service","zip_code":"11206","tags":null,"has_narrative":true,"complaint_id":"14802108","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-07-22T19:47:49.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["As soon as I discovered it, I took immediate and appropriate actions to secure my accounts, including locking my Cash App account, <em>changing</em> passwords, enabling multi-<em>factor</em> <em>authentication</em>, and reporting the fraud to both Cash App and XXXX  XXXX. \n\nAfter discovering the unauthorized charge, I contacted Cash App support directly by <em>phone</em> to report the issue."]},"sort":[15.044424,"14802108"]},{"_index":"complaint-public-v1","_id":"7124717","_score":13.902363,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX XXXX XX/XX/ Citizens Bank CheckingXXXX  Quest Savings XXXX XXXX Deposit Savings XXXX Subject : Dispute of Unauthorized Debit from Checking and Debit Account and Request for Credit Dear Sir/Madam , I hope this letter finds you well. I am writing to express my deep concern regarding a recent incident involving my checking and savings account at your bank. I have discovered that my account has been charged without my permission, and I would like to dispute this unauthorized debit and request a credit for the amount in question. \n\nDetails of the Unauthorized Debit : CASE # XXXX Date of Debit : XXXX XXXX XXXX Amount Charged : {$120.00}, {$2400.00}, {$2300.00}, {$170.00}, {$5000.00} Description of Transaction : DEBIT WITHOUT MY PERMISSION I maintain a meticulous record of my financial transactions and regularly review my bank statements. To my surprise, I found the aforementioned transaction on my most recent bank statement. I did not authorize or initiate this transaction, and it appears to be an error or unauthorized activity. \n\nAs a responsible account holder, it is essential for me to ensure the security and integrity of my financial accounts. I have taken immediate action to protect my account by notifying your customer service department and filing a dispute. Additionally, I have changed my account passwords and implemented additional security measures to prevent any further unauthorized access. \n\nI kindly request a thorough investigation into this matter to determine the cause of the unauthorized debit and promptly resolve the issue. I expect the following actions to be taken : Immediate Credit : I request an immediate credit to my checking account for the full amount of the unauthorized debit, {$10000.00}. This will restore my account balance to its rightful position and prevent any potential financial inconvenience. \n\nInvestigation and Resolution : I urge your bank to initiate a comprehensive investigation to determine how this unauthorized debit occurred. I expect a detailed explanation of the findings and actions taken to prevent similar incidents in the future. If necessary, I am prepared to provide any additional information or documentation to aid in the investigation. \n\nEnhanced Security Measures : To prevent any future unauthorized access to my account, I kindly request your bank to implement enhanced security measures. These may include two-factor authentication, additional identity verification protocols, and improved monitoring systems to promptly detect and respond to any suspicious activity. \n\nTimely Communication : I request regular updates on the progress of the investigation and the status of the resolution to my email at XXXX. Transparent and open communication is essential to regain my confidence in your bank 's commitment to customer security and satisfaction. \n\nI trust that you will treat this matter with utmost urgency and professionalism, as any unauthorized access to my account is a serious breach of trust. I have been a loyal customer of your bank for [ number of years ], and I believe in your institution 's dedication to providing excellent service. However, this incident has shaken my confidence, and I hope we can resolve it promptly and satisfactorily. \n\nPlease acknowledge the receipt of this dispute letter and inform me of the next steps in resolving this matter. \n\nI appreciate your immediate attention to this matter and look forward to a swift resolution. I expect the credited amount to be reflected in my account within 10 days. Should you require any further information, please do not hesitate to contact me at the phone number or email address provided above. \n\nThank you for your understanding and cooperation. \n\nSincerely, XXXX","date_sent_to_company":"2023-06-16T16:20:22.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"11231","tags":null,"has_narrative":true,"complaint_id":"7124717","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2023-06-16T15:56:59.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["<em>Investigation</em> and Resolution : I urge your bank to initiate a comprehensive <em>investigation</em> to determine how this unauthorized debit occurred. I expect a detailed <em>explanation</em> of the findings and actions taken to prevent similar incidents in the future. If necessary, I am prepared to provide any additional information or documentation to aid in the <em>investigation</em>."]},"sort":[13.902363,"7124717"]},{"_index":"complaint-public-v1","_id":"8959224","_score":13.0197115,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Sometime in XXXX XXXX, I opened a Revolut account online ( I can't confirm this as I do not have access to my account ). On XX/XX/XXXX, I used my Revolut card to send some money to a friend. XXXX XX/XX/XXXX, when I tried to go into my account to check my balance, I was asked to enter my passcode ( Face ID was not working at this time for some reason ). I apparently have forgotten my passcode, so I clicked on \" Forgot Passcode '' to reset. \n\nThus began a series of XXXX ( XXXX ) attempts by me to get Revolut to verify my identity. \n\nXXXX ( XXXX ) times I submitted : * My full name, birth date, and social security number - none of which has changed since I opened this account. \n* My full mailing address - which has changed since I opened my account * My driving license, front and back * Selfies/photos of me alone ( using their own in-house software ) and several with me holding a piece of paper with the words \" REVOLUT [ a code number I was given ] and the current date '' ( see attached photos ) * Previous devices I had used to access my device : Laptop - I have changed this device twice since I opened my account XXXX - I have changed my device twice since I opened my account XXXX - I have changed this device once since I opened my account I tried to SPEAK with a human, but I can not find a Customer Service telephone number for them anywhere on the internet. There is only a robo-number to call if you want to block your account. \n\nAll these issues were dealt with via online chat by an international off-shore team who were strictly following a script... the same script I was asked to go through XXXX times expecting a different result. They did not appear to have any history to show how many times I had called, how many cases I had opened, no notes to indicate any previous efforts to get through to them. \n\nI finally filed a Formal Complaint. The response was as follows, which basically instructs me to continue to do what I've done XXXX times already : My name is XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Revolut Technologies Inc . \n\nWe have received your complaint on the XXXX of XX/XX/XXXX. We have investigated the problem that has led to your complaint, and I have gathered all the information we need to provide you with our Final Response. Thank you for your patience whilst we investigated your complaint. \n\nOur resolution : I appreciate the difficulties you have endured. I am hopeful that my explanation resolves your complaint. \n\nOur understanding of your complaint : Youre dissatisfied with our services following your request to verify your Revolut Account. In particular, you are unable to log in to your Revolut account through selfie or by providing a driving license.\n\nOur decision in more detail : Im really sorry that youve had reasons to complain, and I empathise with the potential frustration you've experienced, along with any doubts it may have raised about our service 's integrity.\n\nAs a regulated financial institution, we may be required to pause your Revolut account, or a payment made on it, until your identity verification is complete. These restrictions are based on multiple factors, including legal obligations. In order for your Revolut account to be fully operational and functional, you will need to complete the verification process of your identity. \n\nThis policy is in line with a banking regulation commonly known as 'Know Your Customer ( KYC ) or 'Customer Due Diligence ' ( CDD ) and is the process of a business verifying the identity of its clients. Revolut does not benefit from limiting our customers accounts, therefore, we always aim to review the cases as quickly as possible in order to minimise the impact of it on our customers. \n\nAdditionally, we of course understand the importance of accessing your account seamlessly and the impact it can have on your overall experience with our services. Please know that we take such matters very seriously, and we are committed to ensuring a smooth and trouble-free experience for all our customers. \n\nAfter reviewing our records, we see that your account was last accessed on the XXXX of XX/XX/XXXX. Our customer support team has been reviewing your case diligently since you first contacted us via chat on the XXXX of XX/XX/XXXX. Despite our efforts, you werent able to successfully log in into your account. We sincerely apologize for any delay in resolving your query. After thorough investigation and close monitoring of our systems, I can confirm that there are no ongoing technical issues affecting our login process. Additionally, we have contacted the Verifications Team internally in regards to the troubles you faced with accessing the account. In light of this update, I believe that you should now be able to access your account without any further hindrance. \n\nIn the meantime, I would suggest that you go through these troubleshooting steps also detailed in our Help Centre I can not log in : Ensure that you are using the correct phone number/email and password combination. \nReinstall the Revolut app Try accessing your account through our Revolut Web app. Please see our Help Centre article Accessing the retail web app.\n\nYou may be asked to either enter a One Time Passcode ( OTP ) which you should receive via SMS ( do not share this OTP with anyone ) or authenticate through email. If for some reason you can't receive the SMS OTP, wait for the 'Resend code ' countdown to expire and tap 'Resend code '. This will give you the option to receive an email authentication instead of the SMS OTP. \n\nIn most cases, the above steps effectively resolve any login difficulties experienced by our customers. However, should you still encounter any challenges please dont hesitate reaching out to customer support via our in-app chat and as recently asked by the Verifications Team, please provide the latest screenshot of any error you would receive.\n\nFor your information, if you fail the verification process more than XXXX times, you will be directed to the in-app chat support, even if you are not logged in. You can also consult the instructions detailed in our Help Centre article How do I contact customer support. \n\nWe've found that weve acted within the [ set terms and conditions|https : //www.revolut.com/en-US/legal/terms/ ] previously established, and in light of these circumstances, I hope you will be able to log into our account now and that you find the explanation transparent. \n\nBest regards XXXX XXXX http : //www.revolut.com","date_sent_to_company":"2024-05-08T17:10:12.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"49686","tags":"Older American","has_narrative":true,"complaint_id":"8959224","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Revolut Technologies Inc.","date_received":"2024-05-08T16:08:39.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We have <em>investigated</em> the problem that has led to your complaint, and I have gathered all the information we need to provide you with our Final Response. Thank you for your patience whilst we <em>investigated</em> your complaint. \n\nOur resolution : I appreciate the difficulties you have endured. I am hopeful that my <em>explanation</em> resolves your complaint. \n\nOur understanding of your complaint : Youre dissatisfied with our services following your request to verify your Revolut Account."]},"sort":[13.0197115,"8959224"]},{"_index":"complaint-public-v1","_id":"3353303","_score":12.629452,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"***This was a dispute letter I filed with my Fifth Third Bank in regards to my account being drained of {$2000.00}. I supporting documentation, as mention below. Fifth Third denied my dispute stating the transfer was valid despite approximately 40 pages of evidence I submitted that was ultimately dismissed with prejudice. I have edited out all identifying information such as name, account number, address, Social Security number, etc** On XX/XX/XXXX at approximately XXXX, I received a text message on my cell phone from XXXX XXXX thanking me for changing my password. Shortly thereafter I received 700+ text messages within a span of 30 minutes which locked up my phone. Fearing that every account I have was now compromised I began changing passwords as quickly as I could to limit the damage. Within the 700+ text messages I found the unknown party was going for my 2-factor authentication codes, allowing them access to not only financial sites but also sensitive information on XXXX and XXXX accounts. I was able to lock down the most important accounts within 20 minutes of the breach. I confirmed with my wife REDACTED that she was not on the XXXX XXXX website prior to changing all passwords. \n\nOn XX/XX/XXXX I discovered a {$2000.00} withdraw pending from my Fifth Third Checking Account REDACTED to a payee listed as XXXX XXXX XXXX bearing account number REDACTED. The XXXX XXXX XXXX account was added as a PAYEE ; a service we have never used before to pay bills or transfer funds. Neither my wife nor any of my extended family bank with XXXX XXXX XXXX. We immediately went to our local Fifth Third Branch in REDACTED and opened new accounts and put holds on the old. We were advised by Personal Banker REDACTEDr to dispute the {$2000.00} payment once it cleared. During this time frame I attempted to contact XXXX  XXXX XXXX both by phone and social media, but they declined to speak with me as I was not an account holder with them after providing my name and State of residence along with the account number. \nOn XX/XX/2019 I disputed the now-cleared withdraw with Fifth Third Bank customer service under case # REDACTED and were advised it would be investigated with an Investigator being in contact if more information was needed. In the mean time the identity thief opened up an XXXX XXXX  checking account along with a XXXX credit card under my name. I began freezing our credit through the Big Three to prevent further accounts being opened fraudulently. \n\nOn XX/XX/2019, REDACTED called Fifth Third Bank to release the hold temporarily so that we could withdraw our direct deposit funds to pay bills. XXXX was advised by customer service that there was no update on the dispute case. The funds were placed in our new checking account and REDACTED contacted Fifth Third Bank once again on XX/XX/2019 to reinstitute the security hold. \n\nOn XX/XX/2019 I received a letter dated XX/XX/XXXX from Fifth Third stating the {$2000.00} payment was determined to be valid and that the dispute was closed in the banks favor. A customer service representative at Fifth Third Bank advised my wife and I that the Investigator made contact with XXXX XXXX XXXX and reported the account to which {$2000.00} was paid was under my name, REDACTED. \n\nOn the evening of XX/XX/2019, I was on the phone with XXXX  XXXX XXXX fraud line pleading my case that account REDACTED had no connection to me, other than having {$2000.00} of my money from Fifth Third Account ending in REDACTED. I spoke with REDACTED out of the XXXX, Maryland XXXX Fraud Department for approximately one hour. REDACTED was able to find the account and located the {$2000.00} payment that was credited on or about XX/XX/XXXX. REDACTED asked if I lived in Missouri to which I answered no, I reside in REDACTED. I gave REDACTED my name, date of birth, and cell phone number to compare against the XXXX XXXX XXXX account in question. Although he could not legally tell me the account holders name or phone number, REDACTED stated my name, SSN, phone number, address, and date of birth were in no way attached to the XXXX XXXX XXXX account ending in REDACTED. REDACTED advised I needed to file a dispute with Fifth Third Bank. I advised REDACTED that I had already filed a dispute with Fifth Third and that it was found to not be fraud according to their investigator. Perplexed, REDACTED continued to look into the account and found no notes on the XXXX  XXXX XXXX account in which a Fifth Third Investigator had reached out in regards to fraud. \n\nI wish to dispute the ruling of case REDACTED due to the following : 1 ) On XX/XX/2019 I was a victim of a security breach on my personal and financial accounts including, but not limited to : Fifth Third Bank, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX. The only known financial lost I have suffered thus far is {$2000.00} withdrawn to make a payment against XXXX XXXX XXXX account REDACTED. \n\n2 ) I did not authorize any payment to any XXXX XXXX XXXX account, including but not limited to account REDACTED 3 ) Fifth Third Bank advised the dispute from XX/XX/XXXX was found to be invalid and closed due to XXXX XXXX XXXX advising the account was under the name of REDACTED. \n\n4 ) Upon contacting XXXX XXXX XXXX independently on XX/XX/2019, I was advised account REDACTED listed owner did not match my name, date of birth, SSN, address, state of residence, phone number, or email. REDACTED of XXXX  XXXX XXXX Fraud Department advised there were no notes under the account in which any investigator made contact to confirm ownership of the XXXX  account ending in REDACTED. REDACTED completed his report while I was on the phone with him and advised it was being sent up to his superiors but that I needed to reach out to Fifth Third Bank. \n\n5 ) At this point I am being told by one large organization to file a dispute with a second large organization that dismissed my claim with no valid reason given. Attached to this dispute appeal is all paperwork I have gathered in regards to this breach, including but not limited to credits report showing I do not have nor have ever had a XXXX  XXXX XXXX account, credit or otherwise. \n\n\n\nAs a two-decade account holder with Fifth Third Bank, I perceive I am being given the cold shoulder with no explanation of why because I am not a multi-million dollar organization or account holder. I have had no problems with Fifth Third Bank in the past 20 years and have entrusted them with my lively hood. As a person wiser than myself once said, The Bank of Trust can only accept deposits ; there are no withdraws. \n\nAs a XXXX XXXX that has served for over 13 years in both REDACTED, I take my oath of Integrity very seriously. To be told an investigation took place and later independently discover the findings are based on falsehoods is, in lesser words, disturbing. Being on this side of the witness statement and trying to prove a negative is a lesson in humility that I do not wish upon anyone. The probable cause that I have submitted of fraud has been dismissed with prejudice and now my family will suffer due to someone elses transgressions. Despite what I have discovered on the evening of XX/XX/2019, I will withhold judgment and await an appropriate response to the above listed claims. Thank you for your review of this matter.","date_sent_to_company":"2019-08-25T23:36:26.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"45103","tags":null,"has_narrative":true,"complaint_id":"3353303","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2019-08-25T23:13:36.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Within the 700+ text messages I found the unknown party was going for my 2-<em>factor</em> <em>authentication</em> codes, allowing them access to not only financial sites but also sensitive information on XXXX and XXXX accounts. I was able to lock down the most important accounts within 20 minutes of the breach. I confirmed with my wife REDACTED that she was not on the XXXX XXXX website prior to <em>changing</em> all passwords."]},"sort":[12.629452,"3353303"]},{"_index":"complaint-public-v1","_id":"5155000","_score":11.116261,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To whom it may concern : On XX/XX/2021, approximately $ XXXXworth of cryptocurrency stolen from my account at Kraken. While Kraken ultimately held custody and control of the funds, the exchange did not compensate me for the theft nor provide a sufficient explanation as to how the funds were depleted from my account. \nId opened my account at Kraken on/in XX/XX/2021 and had been adding funds to it on a regular basis. I added Kraken pro to my account on XX/XX/2021 to give me higher funding limits. I also set up a number of security features to ensure that my account could not be easily hacked such as a 2FA, a very strong password and a computer with a dedicated anti-virus software. \nImmediately preceding the incident, I had over {$70000.00} worth of Bitcoin, XXXX, XXXX, Bitcoin Cash, and Ethereum in my Kraken account. \nOn XX/XX/2021, I was locked out of my account. After several days of lock-out, on XX/XX/2021, I was able to access my account and ascertain that my entire portfolio had been converted into Bitcoin and transferred out of Kraken. Between the time of the withdrawals and the time I regained access to my account, Kraken did not notify me of any activity on the account. Prior to this theft, for every trade or withdrawal made, I received an email, but on XX/XX/XXXXor anytime thereafter, I did not receive any emails confirming a withdrawal. \nWhen I notified Kraken that all my funds had been withdrawn by an unauthorized user, Kraken informed that I had been phished and offered the following explanation : 1 ) According to Kraken, I had clicked on a malicious link that appeared as if it were Krakens platform, but was in fact an impostor exchange. ( My response : I am very careful of this and always double check my information ) 2 ) According to Kraken, I clicked on an email that redirected me to a malicious website that was designed to appear like Krakens exchange platform and that someone was able to get into my third party authenticator. ( My response : I never click on any email links or open emails from unknows addresses, instead I go to the company website directly if I know I have an account with the sender and enter through the secured site ) In addition, Kraken informed me that the e-mails were sent to me confirming the trades and cash out, however I never received those emails. I checked my email settings and they were not tampered with or changed in any way. I asked Kraken to resend me the confirmation emails of withdrawal and they never did.\n\nTo the best of my knowledge I was not phished, and I do not know how Kraken determined that I had been phished.\n\nI am very well versed in different phishing schemes due to my employment as I have worked hundreds of cases involving fraud and phishing. I was never solicited to \" go to a Kraken Crypto Exchange site, nor did I go to any site that was not Kraken. Furtherm\nore, I use a computer that is very closely monitored, and I do not surf the web on the computer I use for my cryptocurrency investments. \nAfter the incident, I ran a number of diagnostics on my computer and did not find any malware, viruses, or other suspicious software. I also checked my email settings as stated above, and there were no traces of suspicious activity such as hiding, deleting, or removing information/emails. \nMy third-party authenticator was on my phone, not my computer. I never conducted any trades from my phone, and I use a dedicated computer for investing in cryptocurrencies. \nOn XX/XX/2021, I filed a complaint with IC3.gov. See attached While Kraken claims that I was a victim of a phishing scam, there are several discrepancies in Krakens account of the incident : Kraken claims and wrote that I was sent an email ( s ) that reference that fraudulent transactions. However, I never received these e-mails, and when I requested proof that these e-mails were sent to me, Kraken failed to provide it.\n\nKraken sent the IP Address from which my account was logged into. The IP is a well-known Spam IP Address ( See XXXX  : XXXX XXXX XXXX XXXX XXXX  : XXXX ). These logins occurred two hours after my own attempts to log in to my account. At this point, I was already locked out of my account. It follows that while I was locked out of my own account, Kraken had somehow allowed the hackers to log in and withdraw my funds. ( My IP home address is XXXX Florida not XXXX XXXX - See Below spam IP address per Kraken ). \nBelow you will find emails between myself and from Kraken. Attached you will find all transaction history for my account with Kraken to include the theft.\n\nI appreciate in advance any assistance you can provide in this matter. \n\n\n\nRespectfully, XXXX XXXX XXXX ( Kraken Support ) XX/XX/2021, XXXX PDT Hello XXXX, Important security alert, read carefully : Our security system has flagged your account and temporarily disabled it for some additional checks. \n\nYou must complete the following steps and reply with the requested response before we can fully unlock your account. \n\nPrior to regaining access to your account, it is critical that you immediately secure your Kraken account password, your email accounts and your devices. The following general steps may assist you with this process : 1. Scan your computer and all devices for malware and keyloggers and take the necessary steps to ensure your devices are malware free.\n\n2. Change your email account passwords. They should be unique, randomly generated and longer than 15 characters. Do not share passwords between services ( e.g. same password used for both your Kraken account and your email account ). Use a password manager such as KeePassXC to generate random passwords and to keep your passwords safe from theft or forgetfulness.\n\n3. **Reset your Kraken account password by navigating to : https : //www.kraken.com/en-us/forgot-password. Please follow the same recommendations outlined in point two.\n\nNote : You will still not be able to sign in after your password is reset.\n\n4. Add ( or change ) the Two-factor Authentication method on your email account and secure the account as indicated in this support article.\n\n5. Remove any unofficial Kraken Apps from your mobile devices as soon as possible. Our official mobile apps, published by XXXX XXXX XXXX, are listed in our Support Center. Other apps claiming to be official Kraken apps are not ours and are likely to be scams.\n\n6. If you have downloaded a fake Kraken or cryptocurrency app to your device, we advise to backup any required data and factory reset the device.\n\nOnce you have secured your Kraken Account password, your email accounts and your devices, copy and paste the following line into a reply to this email : \" I hereby confirm that I have followed the above instructions and secured my **Kraken account password, my email accounts and my devices. '' **if you lost access to the email address associated with your Kraken account ignore this step but proceed to secure your devices and the email address you are currently using.\n\nWe won't be able to offer anything beyond general advice regarding your case until the above steps and security procedures have been completed. \n\nWe look forward to your reply. \nKind regards, XXXX XXXX Client Engagement Keep your Kraken account secure with these tips : Add an Authenticator App or Yubikey for Login : https : //support.kraken.com/hc/en-us/articles/360000426923 Beware of Phishing Scams : https : //support.kraken.com/hc/en-us/articles/115012482687-Beware-of-Phishing-Scams Protect your account using a strong and unique login password that you do not use for anything else. We recommend you change your password regularly. \n\nIf you would like to reply to this message, please reply directly or access the Help Center from https : //support.kraken.com/hc/requests/5390066. \n\n\n\n\nXXXX ( Kraken Support ) XX/XX/2021, XXXX PDT Hello, Thank you for contacting Kraken Support. Your request ( XXXX ) has been received. \nPlease read the following steps carefully and reply to this email once you have completed them. \nWe kindly ask you to perform the following steps : - Attempt to sign into your account from a device and/or IP address which you have previously used. \n- If you have access to your authenticator codes please make sure that the time on your device is set to automatic and that you are using the correct 2FA code for Sign-in ( Kraken Sign-in 2FA ).\n\n-If you no longer have access to the Sign-in 2FA code for your Kraken account, enter a random code into the Sign-in Two-Factor Authentication. ( This attempt will likely be unsuccessful, but will provide us with information needed to assist you further. ) - ONCE YOU HAVE COMPLETED THIS SIGN-IN ATTEMPT, REPLY TO THIS EMAIL TO LET US KNOW XXXX \nWhen we receive your email, further instructions will be emailed directly to the address on your Kraken account. If you have successfully accessed your account, reply to this email to let us know. \nThank you for your cooperation. \nRegards, XXXX XXXX Client Engagement Increase account security with two-factor authentication : https : //support.kraken.com/hc/articles/360000426923 XXXX ( Kraken Support ) XX/XX/2021, XXXX PDT Hello XXXX, Thanks for your patience. \nYour Kraken account has been unlocked, but trading and withdrawals will remain temporarily locked until you complete the following steps. \n\nWe kindly ask you to sign into the account and complete the following : Generate a new Sign-in 2FA using an Authenticator App or XXXX. \nDelete any unfamiliar withdrawal addresses. To delete a withdrawal address : click 'Funding \" > click 'Show all assets ' > select 'Withdraw ' next to a specific cryptocurrency > Select 'Manage ' > click X in the red box to delete the withdrawal address. \nPlease take note of any unfamiliar withdrawal addresses before replying to this email as they may be removed by our system before your account is restored. \nWe highly recommend you delete any API keys on the account and regenerate new ones. \nWe highly recommend removing any Active Sessions or Devices that you do not recognize. Please take note of any unfamiliar IP addresses before removal, as they will not be visible for review later. \n\nOnce you've completed the steps above, let us know in a reply to this email so we will unlock trading and withdrawals on your account. \nKind regards, XXXX XXXX Client Engagement Keep your Kraken account secure with these tips : Add an Authenticator App or Yubikey for Login : https : //support.kraken.com/hc/en-us/articles/360000426923 Beware of Phishing Scams : https : //support.kraken.com/hc/en-us/articles/115012482687-Beware-of-Phishing-Scams Protect your account using a strong and unique login password that you do not use for anything else. We recommend you change your password regularly. \n\nYour request ( number XXXX ) is currently marked in our system as Pending, which usually means we are waiting for additional information from you before we can solve your issue. \n\nXXXX ( Kraken Support ) XX/XX/2021, XXXX : Hello XXXX, Thanks for your patience. \n\nYour Kraken account has been unlocked and your Sign-in 2FA has been removed but trading and withdrawals will remain temporarily locked. \nImportant, please read through this email in full detail. \n\nBefore proceeding with the next steps, we recommend you review your recent browsing history and provide us with any Kraken URL that differs from http : //kraken.com/ so we can report them and have them taken down. Please do not navigate to the page and never enter your credentials anywhere other than http : //kraken.com/ You must complete the following steps and reply with the requested response before we can unlock trading and withdrawals on your account. \n\nAfter further review of your account security we would like to advise you on the following : Do not use search engines to navigate to https : //www.kraken.com - even the most reliable search engines can lead you to a phishing website ( especially the most used ones! ). \nDo not use links suggested in your browser 's URL bar to navigate to https : //www.kraken.com - this practice can still lead you to a phishing website. \nAvoid clicking on suspicious links prompting you to enter your credentials. Only enter your credentials if the URL is https : //www.kraken.com/sign-in Bookmark the Kraken sign-in page on your browser or device to avoid the use of search engines or other means to find links to Kraken. \nBeware of phishing scams. See this support article for more information. \nDelete your browsers ' history and cookies to avoid automated suggestions of phishing links you may have navigated to in the past.\n\nWe kindly ask you to sign into the account and complete the following steps : Generate a new Sign-in 2FA using an Authenticator App or XXXX. \nDelete any unfamiliar withdrawal addresses. To delete a withdrawal address : click 'Funding \" > click 'Show all assets ' > select 'Withdraw ' next to a specific cryptocurrency > Select 'Manage ' > click X in the red box to delete the withdrawal address.\n\nPlease take note of any unfamiliar withdrawal addresses before replying to this email as they may be removed by our system before your account is restored. \nWe highly recommend you delete any API keys on the account and regenerate new ones. \nWe highly recommend removing any Active Sessions or Devices that you do not recognize. Please take note of any unfamiliar IP addresses before removal, as they will not be visible for review later. \nEnsure that your account is secured to your satisfaction. We highly recommend enabling a Master Key using a different device or a different method than the one used for your Sign-in 2FA.\n\nReview this support article for further information on securing your Kraken account and digital life. \n\nOnce you have completed the steps above, please copy and paste the following line into a reply to this email and we will unlock trading and withdrawals on your account : \" I hereby confirm that I have secured my Kraken account and I would like to unlock withdrawals and trading. I also confirm that I have read and understood the information given on avoiding phishing scams. '' We look forward to your reply. \nKind regards, XXXX XXXX Client Engagement To the best of my knowledge I was not phished. \nI take phishing classes every year to keep my qualification up in my employment for both the XXXX XXXX and XXXX XXXX. I was never solicited to go to a Kraken Crypto Exchange site. Nor did I go to any site that was not Kraken.Com. \n\n\nI have antivirus and when I ran it on my computer I had zero viruses or malware.\n\nMy third-party authenticator was on my phone, not my computer, equaling two separate devices.\n\nI never conducted any trades from my phone or signed into the Kraken Exchange.\n\nA complaint with IC3.Gov with negative results on any replies.\n\nI am respectfully requesting Proof from Kraken that they sent me emails of the transactions and to reverse the exact coins that were stolen from their Exchange. \n\nAnother Clue as to why I think this was done on the backend of the Kraken Exchange was because I was locked out of the account just prior to the theft. Once I tried to log in, its my opinion it alerted the suspects Trojan Horse in the backend of the Krakens Exchange that had logged in earlier from the spam IP Address. \nThis gives the appearance that I led the suspect in or was doing the transactions myself. But was never able to get in, See Browser History : My Activity on XX/XX/2021 : XXXX  Browser XXXX XXXX XXXX XXXXXXXX & XXXX & XXXX https : //www.kraken.com/en-us/prices? quote=USD XXXX XXXX Web Search clicked on a Kraken.Com Sight ( See highlighted link that was clicked ) https : //www.kraken.com/reset-password XXXX XXXX  Kraken.com website to create a new password https : XXXX? XXXX XXXX XXXX XXXX Web Search clicked on a Kraken.Com Sight ( See highlighted link that was clicked ) https : //www.kraken.com/reset-password XXXX XXXX Kraken.com website to create a new password https : //www.kraken.com/sign-in XXXX XXXX  sign in page to Kraken.com https : //www.kraken.com/reset-password XXXX XXXX- Kraken.com website to create a new password https : //www.kraken.com/sign-in XXXX XXXX sign in page to Kraken.com The suspect also knows Krakens protocols to delete browser history. \nI was given instructions to delete evidence needing to investigate this case ( delete Browser History ). See Below : XXXX  : XXXX XXXX XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX PM to me # # - Please type your reply above this line - # # Thanks for contacting Kraken Support. Your request ( XXXX ) has been received. \nWe'll reply to your ticket as soon as possible, but in some cases it can take several days if we experience a heavy volume of requests. \nWe have site content that answers many of the most common support questions. Please take a moment to visit the pages below and see if your question is answered there. \nhttps : //support.kraken.com/hc/categories/200119723-Kraken-Help-Center https : //support.kraken.com/hc/categories/200187143-Kraken-Trading-Guide https : //www.kraken.com/help/api If you're able to solve your request before we reply, we'd be grateful if you let us know by replying to this email. \nThanks for your patience. Youll be hearing from us soon. \nThe Kraken Support Team XXXX ( Kraken Support ) XX/XX/2021, XXXX PDT Hello XXXX, Thank you for your patience. \n\nAccording to our review, on XXXX XXXX XXXX a successful sign in was made on your account from XXXX XXXX using your valid credentials including a valid 2FA codes. If you do not recognize the IP above then you may ha\nve been a victim of a Phishing attack where a user 's credentials ( username, password, 2FA codes, etc. ) have been captured in some way - usually through a phishing website, email or similar. \n\nAfter a successful sign in, a withdrawal address ( XXXX ) was added and approved on your account on XXXX XXXX XXXX from XXXX XXXX. The assets on your account was then converted into XXXX and was withdrawn to the above address. \n\nIt's important to note that whenever a new cryptocurrency withdrawal address is added on a XXXXaken account, an email notification is always sent to the registered email address. Our system data confirms that you have received an email notification for this address and the withdrawal address was subsequently approved via your email account. \n\nUnfortunately, we are unable to assist with the recovery of any disputed funds due to the irreversible nature of cryptocurrency transactions. \n\nFor Compliance reasons, a detailed discussion on this matter can only be conducted with a verified law enforcement official. We advise that you file a police report and ask that law enforcement officials responsible for this investigation contact us by submitting the Compliance and Legal Support Request Be sure to provide them with your public account ID and/or this ticket number ( XXXX ) for referencing. \n\nImportant : To expedite the process, please reply to this message stating that you authorize us to share company data regarding your account with law enforcement. Also, please ensure that the law enforcement agency include a statement in their request to Kraken that you ( our client ) authorize the company to provide data directly to the law enforcement agency without a court order. You must do both. If you omit either step - you providing consent directly to us or the law enforcement agency informing us about that consent - then we may be delayed in providing your account information.\n\nIn the meantime, we are pleased to inform you that your Kraken account is once again fully operational. We appreciate your patience and understanding during this process. \n\nXXXX ( Kraken Support ) XX/XX/2021, XXXX PDT XXXX XXXX - Given your position and the positive relationship we have with law enforcement, we have done an additional review of your account. Unfortunately, every indication in our logs and records suggests that you either have malware on your computer that captured your credentials or that you entered your credentials- including your 2FA - into a phishing site. Those credentials were then used to access your account. The attacker then added and confirmed a new withdrawal address and removed funds. Given that the withdrawal address was confirmed through your e-mail, it is highly likely that you either entered your e-mail credentials into a phishing site or that you have malware on your computer. \n\nUnfortunately, given that your credentials and e-mail account were used for the withdrawals, we are not in a position to reimburse you for any funds lost. If you require additional logs or records on this matter, we are happy to provide them. \nBest Regards, XXXX XXXX Client Engagement https : //www.kraken.com Beware of crypto investment scams and other types of fraud. We advise you to read our blog post for more information. https : XXXX Be informed of your Privacy rights here : https : //www.kraken.com/legal/privacy Follow us on XXXXXXXX XXXX XXXX  Your request ( number XXXX ) is currently marked in our system as Solved, which means we think your issue has already been resolved. \nIf it has not yet been resolved, let us know by replying to this email. \nTo protect your personal information, we ask that you delete this email thread. \nThis email is a service from Kraken Support. Delivered by XXXX.","date_sent_to_company":"2022-01-26T16:41:17.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"32258","tags":"Servicemember","has_narrative":true,"complaint_id":"5155000","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Payward Ventures Inc. dba Kraken","date_received":"2022-01-26T16:08:49.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Add ( or <em>change</em> ) the Two-<em>factor</em> <em>Authentication</em> method on your email account and secure the account as indicated in this support article.\n\n5. Remove any unofficial Kraken Apps from your mobile devices as soon as possible. Our official mobile apps, published by XXXX XXXX XXXX, are listed in our Support Center. Other apps claiming to be official Kraken apps are not ours and are likely to be scams.\n\n6."]},"sort":[11.116261,"5155000"]},{"_index":"complaint-public-v1","_id":"14948544","_score":10.423643,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/2025 To Whom It May Concern, Subject : Formal Request for Federal Assistance and Complaint Against Chime Bank for Failure to Address Fraudulent Activity I am writing to submit a formal complaint and request immediate assistance and intervention from the federal consumer protection and financial regulatory agencies concerning a case of financial fraud involving my Chime Bank account. This letter outlines a series of unauthorized XXXXrelated transactions made through my account between XX/XX/XXXX and XX/XX/2025. Despite my numerous efforts to dispute these charges and seek assistance, Chime has failed to resolve the matter or comply with the protection afforded to me under federal laws specifically Regulation E of the Electronic Fund Transfer Act. \nI am reaching out to the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), the Office of the Comptroller of the Currency ( OCC ), and the Maryland Attorney Generals Consumer Protection Division in the hope of receiving the assistance I urgently need. My rights as a consumer have been neglected, and I am enduring financial hardship and emotional distress as a result. \nI have been a responsible and loyal Chime customer, maintaining good financial practices and always keeping my debit card in my possession. On XX/XX/2025, I traveled from XXXX to XXXX XXXX XXXXXXXX to visit someone I had recently begun dating. I stayed with this individual, trusting them enough to spend several days in their home. It was during this visit that fraudulent activity occurred on my account. \nUpon returning to XXXX on XX/XX/2025, I reviewed my Chime account and discovered multiple unauthorized XXXX-related transactions linked to a phone number I do not recognize : XXXX. I had not authorized any of these charges, nor had I received any notifications, or verification prompts from either Chime or XXXX. I immediately contacted XXXX customer service department and was informed that the purchases were made through an XXXX XXXX  and device that do not belong to me. XXXX confirmed that my XXXX XXXX  was not used, and that the transactions originated from an account linked to the phone number mentioned above. \nThis phone number has never been affiliated with my personal, business, or financial accounts. I did not provide this individual access to my debit card or account credentials. At no time did I authorize any purchases made using my Chime debit card during this trip. \nAs soon as I became aware of the fraudulent transactions, I acted swiftly to protect my finances and identity. The following steps were taken immediately : I contacted XXXX XXXX to verify the source of the transactions. They confirmed that none of the charges were made using my XXXX XXXX, and they were unable to cancel or reverse the transactions since the purchases were linked to another individuals account. \nI reviewed all recent Chime transactions to identify and document the fraudulent activity. \nI changed all my login credentials and enabled two-factor authentication across all platforms to prevent future access. \nI filed a formal written dispute with Chime, detailing the unauthorized transactions and providing supporting information, including XXXX  findings. \nDespite my prompt reporting and comprehensive documentation, Chime has failed to honor its responsibilities under Regulation E. I have received little to no communication beyond generic messages stating that my dispute was being reviewed. At no point did I receive provisional credit for the disputed charges, which is a direct violation of the protection afforded to me as a consumer. \nRegulation E stipulates that when a consumer notifies their financial institution of unauthorized electronic fund transfers, the institution is required to investigate the claim promptly and provide provisional credit within ten business days if the investigation extends beyond that window. I have fulfilled my duty to report this fraud in a timely and thorough manner, yet Chime has failed to act in accordance with this requirement.\n\nThe experience of working with Chimes customer service and fraud departments has been both frustrating and disheartening. I have made repeated calls and submitted multiple emails, only to be met with automated responses and unfulfilled promises of follow-up. Each representative I have spoken with has asked me to repeat my story from the beginning, with no apparent internal documentation or coordination. This lack of continuity and transparency has made the process even more stressful and time-consuming. \nThese unauthorized transactions have severely impacted my financial stability. I live on a modest income and carefully manage my expenses. The unauthorized withdrawals caused me to fall behind on essential bills, including rent and utilities, and left me unable to purchase groceries or pay for transportation. The financial strain is compounded by the emotional distress I have experienced because of this situation. \nThis has not only been a violation of my financial security but also of my personal well-being. The betrayal of someone I trusted during this trip is deeply painful. Discovering that this individual XXXX have intentionally accessed my financial information, whether by physically accessing my card, photographing it, or otherwise obtaining my credentials without permissionhas left me feeling vulnerable, used, and emotionally distressed. \nI also suffer from XXXX  and XXXX, which have been exacerbated by this ordeal. The lack of accountability from Chime has added a psychological burden to an already difficult experience. I have been struggling to focus on work, maintain my daily routine, and find peace of mind knowing that someone violated my financial autonomy. I can provide medical documentation verifying these conditions, including official records from my licensed healthcare providers, which outline my ongoing treatment and history with mental health conditions affected by stress and financial trauma. \nUnder Regulation E, financial institutions are required to : 1. Promptly investigate consumer-reported unauthorized electronic fund transfers.\n\n2. Provide a written explanation of their findings.\n\n3. Issue provisional credit within ten business days if the investigation is not completed within that time.\n\n4. Reverse any fees incurred because of the unauthorized transactions if they were proven to be fraudulent.\n\nChime has failed to meet these obligations. I have not received provisional credit. I have not received a detailed explanation of their findings. I have not received any assistance in reversing the fees caused by these unauthorized charges. \nChimes inaction is not just poor customer serviceit is a violation of federal law. This failure leaves consumers like me unprotected and without recourse when victimized. I am now asking federal regulatory agencies to hold Chime accountable for these oversights and to compel them to comply with the law. \nI respectfully request the following actions from the appropriate federal agencies : launch an independent investigation into Chimes handling of this and similar fraud complaints. \nCompel Chime to issue provisional credit for the disputed charges in accordance with Regulation E.\n\nRequire Chime to issue a written statement explaining the outcome of their investigation and any evidence used to deny provisional credit. \nProvide me with appropriate restitution for fees or penalties incurred because of this fraud. \nReview Chimes dispute handling process and determine whether broader regulatory action is needed. \nContact Information XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Phone : XXXX Email : XXXX I am available for follow-up at your earliest convenience. Please do not hesitate to contact me directly if further clarification or documentation is needed. \nThis has been an overwhelming experience. I have been victimized twicefirst by the individual who committed the fraud, and then by the financial institution that failed to support me. I have done everything required of me as a consumer, including filing disputes, protecting my accounts, and providing documentation. Yet I have received no support from the institution responsible for safeguarding my funds. \nI implore your office to step in and advocate for consumers like me who are left to fend for themselves when fraud strikes. I trusted Chime with my finances. That trust has been broken. \nThank you for taking the time to review my complaint and for helping me restore financial security and peace of mind. \nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-07-29T19:01:16.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"21230","tags":null,"has_narrative":true,"complaint_id":"14948544","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-07-29T18:57:42.000Z","state":"MD","company_public_response":null,"sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["I <em>changed</em> all my login credentials and enabled two-<em>factor</em> <em>authentication</em> across all platforms to prevent future access. \nI filed a formal written dispute with Chime, detailing the unauthorized transactions and providing supporting information, including XXXX  findings. \nDespite my prompt reporting and comprehensive documentation, Chime has failed to honor its responsibilities under Regulation E."]},"sort":[10.423643,"14948544"]},{"_index":"complaint-public-v1","_id":"19883696","_score":6.8068495,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX How do I get chime finical institution for committing fruadlent activity causing me to be overdrawn XXXX XXXX web pages I'm sorry to hear that fraudulent activity has left your account overdrawn. It's a stressful situation, but you can take steps to dispute the charges and try to get your money back. Here is a clear, step-by-step guide on what to do. \n\nStep XXXX : Act Immediately to Secure Your Account Time is critical when you suspect fraud. Your first action should be to prevent any further unauthorized transactions. \n\nFreeze Your Card : Open your Chime app and immediately freeze your card. This will block any new purchases or ATM withdrawals. \n\nRequest a Replacement Card : After freezing the card, request a replacement through the app. This automatically deactivates your old card to stop further unauthorized use. \n\nUpdate Your Password : Change your Chime account password to something strong and unique to help secure your account. \n\nStep XXXX : File a Dispute for the Fraudulent Charges To get the fraudulent charges removed and your overdraft resolved, you must file a formal dispute with Chime. You can do this directly in the app or by phone. \n\nTo dispute a charge in the Chime app : Tap on the account ( Spending, XXXX, or XXXX XXXX ) that has the fraudulent transaction. \n\nScroll through your recent transactions and select the specific charge you want to dispute. \n\nTap \" Problem with this transaction? '' and then follow the on-screen prompts to file your dispute. \n\nGather supporting documentation : Before you start, gather any evidence that supports your claim. This can help speed up the investigation : Any receipts or invoices related to the transaction ( if you have them ). \n\nConfirmation emails. \n\nScreenshots or evidence showing you did not authorize or receive the goods/services. \n\nA description of why the charge is fraudulent. \n\nIf you can't dispute in the app : You can call Chime 's customer service team XXXX at XXXX to file the dispute over the phone. \n\nWhat Happens After You Dispute? \nOnce you've filed your dispute, here is the typical process : Investigation : Chime will investigate your claim, which can take anywhere from XXXX to XXXX  days depending on the complexity. \n\nProvisional Credit : If the investigation takes longer than XXXX business days ( or XXXX for new accounts ), Chime may issue a temporary credit to your account for the disputed amount. Important : This is not a final resolution. If the investigation finds in favor of the merchant, this credit will be reversed, which could put your account back in a negative status. \n\nFinal Decision : Chime will notify you of the final decision by email. You can also check the status of your dispute in the app. \n\nImportant : What Chime Can't Dispute It's important to know that not everything can be disputed. You can not dispute certain transactions through Chime, including : SpotMe transactions or repayments. \n\nMyPay fees or repayments. \n\nPending transactions ( you must wait for them to post ). \n\nBill payments made with Chime Checkbook. \n\nStep 3 : What to Do If Your Dispute Is Denied If Chime rejects your fraud claim, you still have options. Other Chime customers have successfully gotten their money back after initial denials by taking additional steps. \n\nFile a Complaint with Regulators : You can file a complaint with the Consumer Financial Protection Bureau ( CFPB ). The CFPB has taken action against Chime in the past for delaying refunds, so filing a complaint can be effective. \n\nContact the XXXX XXXX XXXX XXXX XXXX XXXX : You can also file a complaint against Chime Financial , Inc. through the XXXX XXXX XXXX XXXX complaints are reviewed by the company. \n\nContact Your Local News : As a last resort, some consumers have found success by contacting local news stations, especially if there is an investigative team that looks into consumer issues. \n\nQuick Tips to Protect Your Account Going Forward To help prevent this from happening again, consider these security tips : Enable Two-Factor Authentication ( 2FA ) : This adds an extra layer of security to your login. \n\nTurn on Instant Transaction Alerts : Get notified immediately whenever your card is used so you can spot fraud right away. \n\nChange Your Password Regularly : Make it a habit to update your password periodically. \n\nI hope this guide helps you resolve the fraudulent activity on your account and get your money back. If your dispute is denied, don't hesitate to reach out to the CFPB for help. Is there anything about the dispute process you'd like me to clarify? \n\nThis response is AI-generated, for reference only. \nCan you draft me a notice for cfpb concerning the fraudulent activities chime has caused arbitrarily resulting in a negative balance bot authorized by me This draft is structured to be clear, factual, and persuasive for the CFPB. It focuses on the key issues : unauthorized transactions, Chime 's failure to protect your account, and the resulting financial harm ( negative balance/overdraft fees ). \n\nBefore you start, gather this information to fill in the blanks : Your Name and Address Chime 's Information : ( Use the address below ) Account Number : Your Chime account number. \n\nTransaction Details : Date, amount, and description of each fraudulent charge.\n\nDates of Contact : When you first contacted Chime and when/if they denied your claim. \n\nConsumer Financial Protection Bureau Complaint Submission You can submit this directly on the CFPB website ( www.consumerfinance.gov/complaint ). Use the text below in the complaint box. \n\n1. Personal Information Name : [ Your Full Name ] Address : [ Your Street Address, City, State, Zip Code ] Phone : [ Your Phone Number ] Email : [ Your Email Address ] 2. Company Information Company Name : Chime Financial , Inc.\n\nCompany Address : For Mail : Chime Financial , Inc. \nXXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Or if you prefer the physical address : Chime Financial , Inc. \nXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX. Complaint Details Subject : Unauthorized Transactions, Failure to Investigate Fraud, and Improper Negative Balance What happened : My Chime checking account ( Account # : [ Your Chime Account Number ] ) was compromised due to fraudulent activity that I did not authorize. Between [ Start Date ] and [ End Date ], the following unauthorized transactions were processed against my account, which resulted in an arbitrary negative balance and caused me financial harm : * [ List each fraudulent transaction. Example : XX/XX/XXXX - {$50.00} - XXXX XXXX  - Unauthorized charge ] * * [ XX/XX/XXXX - {$120.00} - XXXX - Unauthorized in-person transaction ] * As soon as I discovered this fraudulent activity, I immediately froze my card through the Chime mobile app and contacted Chimes customer support on [ Date you first contacted them ]. I formally disputed these charges as unauthorized and fraudulent, requesting that the amounts be credited back to my account and that the resulting negative balance be removed. \n\nDespite my repeated attempts to resolve this, Chime has failed to conduct a proper and timely investigation as required by the Electronic Fund Transfer Act ( EFTA ) and Regulation EXXXX Instead of providing a provisional credit while investigating, Chime has allowed these unauthorized charges to stand, which has pushed my account into a negative balance that I did not create. \n\nChime has arbitrarily held me responsible for these clearly fraudulent transactions. This failure to act has resulted in the following harms : My account remains in a negative balance. \n\nI am unable to access my legitimate funds. \n\nI have been charged [ mention any overdraft or late fees incurred ] as a direct result of this inaction. \n\nI am concerned about the security of my funds with this institution moving forward. \n\nWhat I expect from the resolution : I am seeking the following relief from Chime Financial , Inc. : An immediate reversal of all unauthorized transactions listed above. \n\nThe removal of any negative balance created by these fraudulent charges. \n\nA refund of any fees ( overdraft, late fees, etc. ) that were assessed as a result of this fraudulent activity. \n\nA written acknowledgment from Chime confirming that my account has been restored to its correct balance. \n\nThank you for your assistance in this matter. I can be reached at [ Your Phone Number ] or [ Your Email Address ] if any additional information is needed. \n\nSincerely, [ Your Signature ] [ Your Printed Name ] What to do after you file this complaint : Attach Evidence : When you submit this online, the CFPB portal will allow you to upload documents. Attach any evidence you have, such as : Screenshots of your transaction history showing the fraudulent charges and negative balance. \n\nScreenshots of your dispute filed in the Chime app. \n\nAny email communication you have had with Chime support. \n\nKeep a Copy : Save this draft and any supporting documents for your own records.\n\nWait for a Response : The CFPB will send your complaint to Chime, who is legally required to respond. Chime typically has 15 days to provide an initial response and 60 days to resolve the issue. You will be able to see their response in the CFPB portal. \n\nCan you insert my name XXXX XXXX address XXXX XXXX XXXX XXXX number XXXX email XXXX Here is the updated complaint with your personal information inserted. \n\nConsumer Financial Protection Bureau XXXX XXXX XXXX. Personal Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX : XXXX Email : XXXX XXXX. XXXX XXXX XXXX XXXX : Chime XXXX XXXX XXXX. \n\nCompany Address : For Mail : Chime Financial , Inc. \nXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Or if you prefer the physical address : Chime XXXX XXXX XXXX. \nXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX. Complaint Details Subject : Unauthorized Transactions, Failure to Investigate Fraud, and Improper Negative Balance What happened : My Chime checking account ( Account # : [ Your Chime Account Number ] ) was compromised due to fraudulent activity that I did not authorize. Between [ Start Date ] and [ End Date ], the following unauthorized transactions were processed against my account, which resulted in an arbitrary negative balance and caused me financial harm : * [ List each fraudulent transaction. Example : XX/XX/XXXX - {$50.00} - XXXX XXXX  - Unauthorized charge ] * * [ XX/XX/XXXX - {$120.00} - XXXX - Unauthorized in-person transaction ] * As soon as I discovered this fraudulent activity, I immediately froze my card through the Chime mobile app and contacted Chime 's customer support on [ Date you first contacted them ]. I formally disputed these charges as unauthorized and fraudulent, requesting that the amounts be credited back to my account and that the resulting negative balance be removed. \n\nDespite my repeated attempts to resolve this, Chime has failed to conduct a proper and timely investigation as required by the Electronic Fund Transfer Act ( EFTA ) and Regulation E. Instead of providing a provisional credit while investigating, Chime has allowed these unauthorized charges to stand, which has pushed my account into a negative balance that I did not create. \n\nChime has arbitrarily held me responsible for these clearly fraudulent transactions. This failure to act has resulted in the following harms : My account remains in a negative balance. \n\nI am unable to access my legitimate funds. \n\nI have been charged [ mention any overdraft or late fees incurred ] as a direct result of this inaction. \n\nI am concerned about the security of my funds with this institution moving forward. \n\nWhat I expect from the resolution : I am seeking the following relief from Chime Financial , Inc. : An immediate reversal of all unauthorized transactions listed above. \n\nThe removal of any negative balance created by these fraudulent charges. \n\nA refund of any fees ( overdraft, late fees, etc. ) that were assessed as a result of this fraudulent activity. \n\nA written acknowledgment from Chime confirming that my account has been restored to its correct balance. \n\nThank you for your assistance in this matter. I can be reached at XXXX or XXXX if any additional information is needed. \n\nSincerely, XXXX XXXX XXXX quick reminder : Don't forget to replace the bracketed sections [ like this ] with your specific dates, account number, and list of fraudulent transactions before submitting. Also, gather those screenshots to attach as evidencethey make your case much stronger. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Can u insert this information Here is the updated complaint with the specific information from your dispute approval emails inserted. \n\nConsumer Financial Protection Bureau XXXX XXXX XXXX. Personal Information Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX : XXXX Email : XXXX XXXX. XXXX XXXX XXXX XXXX : Chime Financial , Inc. \n\nCompany Address : For Mail : Chime Financial , Inc. \nXXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Or if you prefer the physical address : Chime Financial , Inc. \nXXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX. Complaint Details Subject : Unauthorized Transactions, Failure to Investigate Fraud, and Improper Negative Balance What happened : My Chime checking account ( Account # : XXXX ) was compromised due to fraudulent activity that I did not authorize. I discovered unauthorized transactions affecting my account, which resulted in an arbitrary negative balance and caused me financial harm. \n\nOn XX/XX/XXXX, I reported the dispute to Chime ( Claim ID : XXXX, Dispute Type : Debit - Credit Not Posted, Claim Amount : {$48.00} ). As soon as I discovered this fraudulent activity, I immediately froze my card through the Chime mobile app and contacted Chime 's customer support. I formally disputed these charges as unauthorized and fraudulent, requesting that the amounts be credited back to my account and that the resulting negative balance be removed. \n\nOn [ Date of first email ], I received notification from Chime that my dispute was approved. However, the resolution provided by Chime has been confusing and appears to contradict itself, leaving my account in a problematic state. \n\nAccording to the communications from Chime : On XX/XX/XXXX, the merchant refunded my account in the amount of {$29.00} Chime issued a temporary credit of {$48.00} Chime then removed the temporary credit of {$48.00} based on the merchant refund The final amount issued to my account was only {$19.00} Despite approving my dispute, Chime has failed to fully restore my account to its proper balance. The arbitrary removal of the temporary credit and the confusing math of these adjustments has left my account in a negative balance that I did not create. It appears Chime may be improperly netting merchant refunds against temporary credits rather than fully reimbursing me for the unauthorized transactions as required by law. \n\nChime has arbitrarily held me responsible for these clearly fraudulent transactions. This failure to act properly has resulted in the following harms : My account remains in a negative balance. \n\nI am unable to access my legitimate funds. \n\nI am concerned about the security of my funds with this institution moving forward. \n\nWhat I expect from the resolution : I am seeking the following relief from Chime Financial , Inc. : A clear accounting of all transactions related to Claim ID XXXX. \n\nThe full reversal of all unauthorized transactions associated with this claim. \n\nThe removal of any negative balance created by these fraudulent charges. \n\nA written acknowledgment from Chime confirming that my account has been restored to its correct balance and a full explanation of why the temporary credit was removed despite my dispute being approved. \n\nThank you for your assistance in this matter. I can be reached at XXXX or XXXX if any additional information is needed. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-03-02T00:16:44.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"27103","tags":null,"has_narrative":true,"complaint_id":"19883696","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-02T00:12:36.000Z","state":"NC","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Contact Your Local News : As a last resort, some consumers have found success by contacting local news stations, especially if there is an <em>investigative</em> team that looks into consumer issues. \n\nQuick Tips to Protect Your Account Going Forward To help prevent this from happening again, consider these security tips : Enable Two-<em>Factor</em> <em>Authentication</em> ( 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