{"took":555,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":333,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"21683454","_score":21.873774,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding Citibanks handling of scam induced XXXX transactions. I contacted Citibank after realizing I had been deceived into sending money through XXXX under false pretenses. Although I authorized the transfers, they were made as a direct result of fraud and misrepresentation by the recipient.\n\nWhen I contacted Citibank to report the incident, I was informed that my claim was immediately denied solely because I authorized the XXXX payments. I made multiple attempts to dispute the transactions and requested that a fraud claim be opened ; however, no investigation was conducted. I was not provided an opportunity to submit supporting documentation, screenshots, or any evidence showing that the payments were induced by deception.\n\nI understand that the transaction was authorized however, they were authorized under fraudulent circumstances. I expected Citibank to open a fraud claim and review the surrounding\ncircumstances, including my communications with the recipient, the representations that led to the payments, and whether the receiving account may be associated with scam activity. Instead, I was informed that because I authorized the transactions, my claim was denied, and no effort was made to investigate or allow me to submit supporting evidence.\n\nCitibanks decision to immediately deny the claim without conducting an investigation effectively prevented any review of whether fraud occurred. This is especially concerning given that scam-induced authorized payments are widely recognized forms of consumer fraud. I promptly contacted Citibank once I realized I had been deceived and attempted multiple times to dispute the transactions, but my requests were not meaningfully reviewed. \n\nI am requesting that Citibank reopen this matter, accept and investigate the claim as a fraud case, review the XXXX recipient account for potential scam activity, and allow me to submit supporting documentation. I am also requesting clarification of Citibanks policy regarding scam induced authorized payments and whether customers are entitled to an investigation when funds are sent under deception.","date_sent_to_company":"2026-04-28T21:12:29.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"33321","tags":null,"has_narrative":true,"complaint_id":"21683454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-04-28T20:35:25.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am requesting that Citibank reopen this matter, accept and <em>investigate</em> the claim as a fraud case, <em>review</em> the XXXX <em>recipient</em> <em>account</em> for potential scam activity, and allow me to submit supporting <em>documentation</em>. I am also requesting clarification of Citibanks policy regarding scam induced authorized payments and whether customers are entitled to an <em>investigation</em> when funds are sent under deception."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[21.873774,"21683454"]},{"_index":"complaint-public-v1","_id":"13095067","_score":20.349997,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This complaint is regarding a fraudulent transaction that occurred through Cash App. I paid an individual under a written and verbal agreement for a puppy, and the seller never delivered the animal or issued a refund. Despite timely reporting and multiple attempts to get assistance from Cash App, the company has failed to investigate the matter properly or take any meaningful action. \n\nThis issue is not related to the historical customer service concerns outlined in the CFPB Consent Order, and should not be categorized as such. Cash App has previously misclassified my complaint under that settlement, which led to it being closed without review. I am resubmitting this issue with clear details to ensure proper handling and investigation. \n\nI requested : A formal investigation into the recipients account Documentation of any review conducted A refund or reversal of the funds based on the fraudulent nature of the transaction Cash App responded with generic messages, stating they could not reverse the payment, and refused to provide any proof that an investigation was done. They also only responded through private email instead of addressing the issue transparently on public platforms like the XXXX XXXX XXXX. This lack of transparency and refusal to assist a consumer who acted in good faith is unacceptable. \n\nI am seeking reimbursement for the amount lost and a proper fraud investigation into the transaction and recipient account. \n\nI have documentation including the Cash App payments, contract terms, and communication with the seller. I am happy to provide this information upon request.","date_sent_to_company":"2025-04-21T21:05:15.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"38116","tags":null,"has_narrative":true,"complaint_id":"13095067","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-04-21T20:47:37.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am resubmitting this issue with clear details to ensure proper handling and <em>investigation</em>. \n\nI requested : A formal <em>investigation</em> into the <em>recipients</em> <em>account</em> <em>Documentation</em> of any <em>review</em> <em>conducted</em> A refund or reversal of the funds based on the fraudulent nature of the transaction Cash App responded with generic messages, stating they could not reverse the payment, and refused to provide any proof that an <em>investigation</em> was done."]},"sort":[20.349997,"13095067"]},{"_index":"complaint-public-v1","_id":"19385374","_score":20.332764,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, a Pay Friends transfer of {$1200.00} was made from my Chime account without my authorization. I did not initiate this transaction and do not know the recipient. I immediately contacted Chime and reported the transaction as unauthorized fraud and opened Claim ID XXXX. \nChime conducted an investigation and later denied my claim, stating that \" no error occurred. '' However, Chime has not provided any proof that I authorized the transfer. I have never sent money to this recipient before and did not consent to this payment. \nNo provisional credit was issued during the investigation, and I believe the review was inadequate. I requested documentation and evidence used to deny my claim, including device logs, IP address information, and login history, but this information has not been provided.\n\n1 believe my account was compromised and that this was an unauthorized electronic funds transfer. I am requesting that Chime reopen the investigation, provide all evidence used to make their determination, and reimburse the {$1200.00} that was taken from my account without my permission.","date_sent_to_company":"2026-02-10T15:34:48.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"89015","tags":null,"has_narrative":true,"complaint_id":"19385374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-02-10T15:22:55.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have never sent money to this <em>recipient</em> before and did not consent to this payment. \nNo provisional credit was issued during the <em>investigation</em>, and I believe the <em>review</em> was inadequate. I requested <em>documentation</em> and evidence used to deny my claim, including device logs, IP address information, and login history, but this information has not been provided.\n\n1 believe my <em>account</em> was compromised and that this was an unauthorized electronic funds transfer."]},"sort":[20.332764,"19385374"]},{"_index":"complaint-public-v1","_id":"18891728","_score":19.76958,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding Capital Ones handling of a XXXX payment dispute. I sent {$500.00} via XXXX from my Capital One checking account to an individual in exchange for a product/service that was never provided. \n\nWhile I authorized the XXXX transfer, the payment was induced by misrepresentation. The recipient failed to deliver the promised product and ceased communication. \n\nCapital One denied my claim solely on the basis that the transfer was authorized, without conducting a meaningful investigation into merchant deception, misrepresentation, or whether the recipient account has prior fraud indicators.\n\nI requested a second-level review, but Capital One has not provided a timeframe or documentation supporting their denial.\n\nI am requesting a full investigation, disclosure of any findings related to the recipient account, and reimbursement if fraud or deceptive practices are identified. I will attach me and the individuals text messages with his number that is linked to his XXXX, as well as the timestamps for those messages between us. I will also attach a screenshot with what day and time I sent the money over to this individual. I contacted the individual days after I sent him the money by phone call and through text but I was left with no response. Capital one also claims because it was an authorized transaction there was nothing they or XXXX could do about it.","date_sent_to_company":"2026-01-21T16:17:23.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"90250","tags":"Servicemember","has_narrative":true,"complaint_id":"18891728","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-21T15:52:18.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Capital One denied my claim solely on the basis that the transfer was authorized, without <em>conducting</em> a meaningful <em>investigation</em> into merchant deception, misrepresentation, or whether the <em>recipient</em> <em>account</em> has prior fraud indicators.\n\nI requested a second-level <em>review</em>, but Capital One has not provided a timeframe or <em>documentation</em> supporting their denial."]},"sort":[19.76958,"18891728"]},{"_index":"complaint-public-v1","_id":"21564049","_score":18.952902,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Request for Reconsideration of Closed XXXX Fraud Case New Third-Party Evidence Not Considered I am submitting a new complaint regarding a previously closed dispute with Chase involving XXXX XXXX payment of {$250.00} sent on XX/XX/year>. \n\nThis case was previously closed by both Chase and CFPB. However, I am reopening this matter due to new, material third-party evidence of fraudulent activity that was not available or considered during the original investigation or response. \n\nKey Facts : - On XX/XX/year>, I sent a {$250.00} XXXX payment to an account represented as a pet adoption center. \n- The payment was made based on information that appeared legitimate at the time. \n- After the transaction, I conducted further investigation and reported the account to the platform where I originally found the listing/contact. \n- The platform confirmed that the account violated its policies due to fraudulent or scam-related activity and restricted/banned the account for misconduct. \n- This confirmation was issued after the original dispute was closed and was not considered in Chases investigation or CFPBs prior review. \n\nIssue : Chase closed the claim under the determination that the transaction was an authorized XXXX payment. However, this conclusion did not take into account subsequent third-party confirmation of fraudulent activity associated with the recipient account. \n\nThis is not a case of buyers remorse or a simple payment dispute. The transaction was induced through misrepresentation, and there is now independent confirmation that the recipient account engaged in deceptive and fraudulent conduct. \n\nConcern : The original investigation appears to have been completed without consideration of all relevant evidence, specifically the external fraud confirmation obtained after case closure. As a result, the determination may not reflect the full set of facts. \n\nRequest : I respectfully request that CFPB : XXXX. Require Chase to reopen and fully reconsider this claim in light of the new evidence. \nXXXX Review whether Chase conducted a complete and reasonable fraud investigation. \nXXXX. Ensure that external, third-party fraud confirmations are properly considered in determining outcomes for Zelle-related disputes XXXX \n\nI am attaching supporting documentation, including platform confirmation and related communications. \n\nThank you for your time and consideration of this matter.","date_sent_to_company":"2026-04-24T13:56:52.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"331XX","tags":null,"has_narrative":true,"complaint_id":"21564049","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-04-24T13:49:40.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["- After the transaction, I <em>conducted</em> further <em>investigation</em> and reported the <em>account</em> to the platform where I originally found the listing/contact. \n- The platform confirmed that the <em>account</em> violated its policies due to fraudulent or scam-related activity and restricted/banned the <em>account</em> for misconduct. \n- This confirmation was issued after the original dispute was closed and was not considered in Chases <em>investigation</em> or CFPBs prior <em>review</em>."]},"sort":[18.952902,"21564049"]},{"_index":"complaint-public-v1","_id":"19685882","_score":18.72315,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding a fraudulent transaction conducted through XXXX  in the amount of {$45.00} on XX/XX/year> from user @ XXXX. \n\nThe payment was sent as a deposit for an item listed on XXXX XXXX. The seller engaged in deceptive practices, including : Providing a false address for local pickup Pressuring me to send payment quickly and suggesting alternative payment platforms Disappearing immediately after receiving payment Removing the listing and becoming unreachable When my husband went to the provided address, the residents confirmed they had no knowledge of the item or seller. \n\nThis was a clear case of fraud and goods not received. \n\nI reported this to XXXX, but they refused to investigate the transaction, stating they could not review the issue because my account had been closed. This response is unacceptable, as the fraudulent transaction occurred prior to account closure. \n\nXXXX  has an obligation to investigate fraud occurring on its platform regardless of account status. \n\nI am requesting : A formal investigation into this transaction Reimbursement of the {$45.00} Review and appropriate action against the recipient account I have supporting documentation, including transaction records and details of the fraudulent interaction.","date_sent_to_company":"2026-02-22T01:15:29.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"43050","tags":null,"has_narrative":true,"complaint_id":"19685882","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-02-22T00:59:32.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting : A formal <em>investigation</em> into this transaction Reimbursement of the {$45.00} <em>Review</em> and appropriate action against the <em>recipient</em> <em>account</em> I have supporting <em>documentation</em>, including transaction records and details of the fraudulent interaction."]},"sort":[18.72315,"19685882"]},{"_index":"complaint-public-v1","_id":"21020197","_score":18.363012,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/year> To Whom It May Concern : I am filing a complaint regarding Axos Bank / UFB Directs failure to properly investigate an error under Regulation E ( 12 CFR 1005.11 ).\n\nI disputed two ACH transactions totaling {$17000.00} ( {$15000.00} on XX/XX/year> and {$1800.00} on XX/XX/year> ). I explicitly identified the issue as : Authorized transaction that does not conform to the terms of my authorization.\n\nThis classification was clearly selected on the banks \" Written Statement of Unauthorized Debit '' form and repeatedly explained in my submissions.\n\nMy claim is not that the transaction was unauthorized, but that it did not conform to the terms of my authorization. This is not a merchant dispute ; it is an error under Regulation E.\n\nAccording to the payment receipt and invoice, the funds were directed to a personal XXXX  account ( [ XXXX ] ( XXXX : XXXX ) ), rather than to the authorized business entity ( XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX This reflects that the transaction was processed to a dierent recipient than the one I authorized, and therefore did not conform to the terms of my authorization. \n\nAdditionally, under the NACHA Operating Rules, an ACH debit must be consistent with the authorization provided by the consumer, including the identity of the receiving party. A transaction that is processed to a dierent recipient than the one authorized does not comply with those requirements. This transaction was also made under materially misleading conditions. \n\nSubsequent ocial communications from XXXX XXXX XXXXXXXX XXXX confirmed serious financial irregularities, including misrepresentation of financial condition, undisclosed debt, and ongoing investigation into the conduct of its executive director. Independent reporting and legal filings further corroborate fraudulent conduct. The school has also been unable to confirm the location or availability of prepaid tuition funds.\n\nDespite this, the bank repeatedly misclassified my claim and denied it solely on the basis that the transaction was authorized.\n\nThe bank failed to evaluate whether the transaction conformed to the terms of my authorization, which is a distinct and explicitly identified category under Regulation E and on the banks own ACH dispute form. \n\nAdditionally : The banks denied the claim without addressing the actual dispute type presented The denial was issued without meaningful investigation and without engaging the substance of my claim The denial occurred approximately 2.75 hours after submission, before I was provided the opportunity to submit supporting documentation or complete any requested materials, indicating that no meaningful investigation could have been conducted The claim was misclassified as cancellation / buyers remorse, which does not reflect the nature of the dispute presented I submitted a comprehensive evidence package, including a formal Notice of Error, transaction documentation, invoice showing recipient discrepancy, and supporting materials None of this documentation was acknowledged or addressed in the banks responses The banks secure messaging system repeatedly failed to accept document uploads, preventing submission of evidence Email channels were not monitored, leaving no functional alternative for submission The bank provided repeated template responses that did not address my arguments or evidence During follow-up communications, a bank representative acknowledged that the dispute may have been mis-categorized but stated that no corrective action could be taken because the claim had already been closed The bank stated that once a dispute is denied, it can not be reopened under any circumstances due to internal policy, which is inconsistent with its obligations under Regulation E The bank stated it has no mechanism to recover funds from the merchant, which is not responsive to a Regulation E error claim and does not address its obligation to investigate The bank has eectively treated this as a merchant dispute solely because the transaction was processed via ACH. This reasoning is incorrect. The issue is not dissatisfaction with a merchant, but that the transaction did not conform to the terms of my authorization, including a mismatch between the authorized entity and the actual payment recipient.\n\nTaken together, these facts demonstrate that the bank failed to conduct a reasonable investigation as required under Regulation E and instead relied on misclassification, incomplete review, and internal policy to deny the claim. \n\nI am requesting : 1. A proper re-evaluation of this claim as a non-conforming authorization under Regulation E 2. A detailed explanation of the investigation conducted, including what documentation was reviewed and responses to documentation 3. Clarification as to why my selected dispute classification was not evaluated 4. Reimbursement of the full disputed amount ( {$17000.00} ), as the transaction did not conform to the terms of my authorization and was induced through materially misleading and fraudulent conditions Multiple peer financial institutions, including XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX have already reversed substantially similar ACH transactions related to this same set of facts. These institutions reviewed the same underlying evidence and determined that reimbursement was appropriate. \nI am requesting that Axos Bank / UFB Direct apply a consistent and compliant standard in evaluating this claim. \n\nThis complaint concerns both the underlying transaction and the banks failure to conduct a reasonable investigation as required under federal law. \n\nSincerely, XXXX XXXX & XXXX XXXX","date_sent_to_company":"2026-04-07T18:34:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"02906","tags":null,"has_narrative":true,"complaint_id":"21020197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2026-04-07T18:19:26.000Z","state":"RI","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["A detailed explanation of the <em>investigation</em> <em>conducted</em>, including what <em>documentation</em> was <em>reviewed</em> and responses to <em>documentation</em> 3. Clarification as to why my selected dispute classification was not evaluated 4."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[18.363012,"21020197"]},{"_index":"complaint-public-v1","_id":"21299071","_score":18.18619,"_source":{"product":"Checking or savings account","complaint_what_happened":"Issue : Unauthorized Electronic Fund Transfer / Account Takeover Company : SoFi Bank, N.A. \n\nDescription : I am submitting this complaint regarding unauthorized transactions that occurred on my account on XX/XX/year>, and the banks handling of my dispute. \n\nOn XX/XX/XXXX, I discovered that XXXX unauthorized XXXX a XXXX transfers totaling approximately {$1200.00} were sent from my account to an unknown recipient ( XXXX XXXX XXXX ). I do not know this individual and have never sent money to this recipient. \n\nThe sequence of events in my account activity is as follows : XXXX XXXX I received a SoFi SMS verification code on my phone that I did not request and did not enter anywhere. \nXXXX XXXX My login history shows a login from XXXX on a computer. I normally access my account from my phone and had not logged into my account from a computer around that time. \nShortly after Funds were moved from my savings account to my checking account. \nImmediately after XXXX XXXX transfers totaling approximately {$1200.00} were sent to the unknown recipient listed above. \n\nThese actions do not match my normal account behavior. I typically access my account from my phone and only transfer funds between my own accounts or through XXXX. I do not use the XXXX feature. \n\nI reported the unauthorized transactions the same day after discovering them. \n\nThe bank denied my dispute, stating only that there were successful XXXX logins and that the activity was geolocal to the member. However, the bank did not provide any underlying evidence to support this conclusion. \n\nI formally requested documentation, including authentication logs, device information, session data, and details regarding how the transactions were determined to be authorized. Despite multiple requests, the bank has not provided these documents. \n\nAdditionally, my appeal was initially not received due to a communication issue, and although it was later confirmed as received on XX/XX/XXXX, I did not receive a response within the stated review timeframe. \n\nI believe the bank did not conduct a reasonable investigation as required and relied on general statements rather than reviewing the full sequence of events, including : The authentication event ( verification code sent at XXXX XXXX ) The login from a different device ( XXXX vs my normal phone usage ) The rapid sequence of internal transfer followed by XXXX payments The use of a payment method I do not normally use The transfer to an unknown recipient I am requesting that the bank : Provide all documentation relied upon in its investigation, including authentication logs, device and session information, and IP/geolocation data Reconsider the claim based on a full review of the account activity and transaction sequence Reimburse the unauthorized transactions in accordance with consumer protections under the Electronic Fund Transfer Act ( Regulation E ) Thank you for your review of this matter.","date_sent_to_company":"2026-04-16T12:47:58.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30043","tags":null,"has_narrative":true,"complaint_id":"21299071","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2026-04-16T12:39:28.000Z","state":"GA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I believe the bank did not <em>conduct</em> a reasonable <em>investigation</em> as required and relied on general statements rather than <em>reviewing</em> the full sequence of events, including : The authentication event ( verification code sent at XXXX XXXX ) The login from a different device ( XXXX vs my normal phone usage ) The rapid sequence of internal transfer followed by XXXX payments The use of a payment method I do not normally use The transfer to an unknown <em>recipient</em> I am requesting that the bank : Provide all <em>documentation</em>"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[18.18619,"21299071"]},{"_index":"complaint-public-v1","_id":"21489785","_score":18.093256,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding unauthorized electronic fund transfers from my account at Wells Fargo totaling approximately {$13000.00} on the early morning of XX/XX/year>. \n\nMy XXXX was stolen while unlocked the night of XX/XX/year>, and the thief gained access to my Wells Fargo account and initiated XXXX transfers to an unknown recipient. I did not authorize these transactions, did not know the recipient, and received no benefit from these transfers.\n\nI reported the fraud to Wells Fargo within 48 hours of the incident, well within the timeframe required under the Electronic Fund Transfer Act ( EFTA ). A police report has been filed, and documentation is pending.\n\nDespite this, Wells Fargo denied my claim, stating that the transactions were authorized because they were conducted from my device. This is incorrect. The transactions were initiated by a third party who stole my device and accessed my account without my permission. The fact that the device was unlocked does not constitute authorization under EFTA.\n\nThese transfers meet the definition of unauthorized electronic fund transfers, and Wells Fargo is obligated to investigate and reimburse accordingly. I am requesting a full reimbursement of the {$13000.00} and a copy of the banks investigation findings, including the evidence used to determine that the transactions were authorized.\n\nI believe Wells Fargo has failed to comply with its obligations under federal law by improperly classifying fraudulent account takeover activity as authorized transactions.\n\nI request that this matter be reviewed and resolved promptly.","date_sent_to_company":"2026-04-22T17:28:26.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"27612","tags":null,"has_narrative":true,"complaint_id":"21489785","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-04-22T17:17:50.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["A police report has been filed, and <em>documentation</em> is pending.\n\nDespite this, Wells Fargo denied my claim, stating that the transactions were authorized because they were <em>conducted</em> from my device. This is incorrect. The transactions were initiated by a third party who stole my device and accessed my <em>account</em> without my permission. The fact that the device was unlocked does not constitute authorization under EFTA."]},"sort":[18.093256,"21489785"]},{"_index":"complaint-public-v1","_id":"14873247","_score":18.035255,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, I mistakenly sent {$1500.00} via Zelle from my XXXX  account to a XXXX XXXX XXXX XXXX member, XXXX XXXX. XXXX XXXX acknowledged in writing that she received the funds in error and initially agreed to return them. She even attempted to accept my Zelle refund request, but Zelle placed that return payment on hold and ultimately cancelled it.\n\nI filed a claim with XXXX, who contacted Zelle. Zelle denied the claim twice, stating that the transaction was authorized, without conducting any meaningful investigation or addressing the fact that the recipient admitted the funds were sent in error. Even after I provided documentation including screenshots of the recipient acknowledging the mistake. Zelle did not reopen the case or explain why the claim was denied.\n\nBy refusing to take further action, Zelle has left me with no recourse while enabling theft by conversion and unjust enrichment by the recipient, who is knowingly keeping funds that do not belong to her. Zelles own system also contributed to the problem by blocking the refund attempt from the recipient and cancelling it, then closing the matter without review.\n\nZelle must take more responsibility to protect its users from these accidental mistakes. A single mistyped digit can have devastating financial consequences, and it is unacceptable for Zelle to brush these cases off, allowing peoples lives to be harmed or even ruined over an easily fixable error. There needs to be better systems and safeguards in place to prevent mistakes and more robust processes to support customers when they occur.\n\nThis situation is not unique, it has happened to hundreds, if not thousands, of people using Zelle. For many, the amounts involved are life-changing, and the harm to families and individuals is very real. It is not acceptable for a financial network as large and influential as Zelle to take zero responsibility and offer no corrective support in these situations.","date_sent_to_company":"2025-07-26T01:31:07.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"92130","tags":null,"has_narrative":true,"complaint_id":"14873247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2025-07-26T01:12:32.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Zelle denied the claim twice, stating that the transaction was authorized, without <em>conducting</em> any meaningful <em>investigation</em> or addressing the fact that the <em>recipient</em> admitted the funds were sent in error. Even after I provided <em>documentation</em> including screenshots of the <em>recipient</em> acknowledging the mistake. Zelle did not reopen the case or explain why the claim was denied."]},"sort":[18.035255,"14873247"]},{"_index":"complaint-public-v1","_id":"19363755","_score":17.9405,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On or about XX/XX/year>, I was the victim of a fraud and scam involving a XXXX peer-to-peer payment made from my SoFi account. I was deceived into sending funds under false pretenses, believing the transaction was part of a legitimate purchase. No goods or services were ever provided.\n\nAs part of this scam, approximately {$2000.00} was sent via XXXX from my SoFi account to a recipient that was not clearly identifiable to me at the time of the transaction. I do not know the recipient and did not intend to send funds absent the fraud.\n\nI promptly contacted SoFi to report the fraud and filed a dispute for this transaction. The dispute was denied, and I was informed that there was no appeal or reconsideration process available. I requested additional information regarding the investigation and any appeal options, but meaningful information was not provided.\n\nI also filed a federal fraud report with the FBI Internet Crime Complaint Center ( IC3 ) on XX/XX/year> ( Submission ID : XXXX ). \nI am submitting this complaint because the XXXX fraud dispute was denied without a clear explanation, documentation, or opportunity for appeal. I am requesting that SoFi conduct a proper review of this fraudulent XXXX transaction and provide appropriate relief consistent with consumer protection requirements.","date_sent_to_company":"2026-02-09T20:37:46.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"34639","tags":null,"has_narrative":true,"complaint_id":"19363755","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2026-02-09T20:27:50.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am submitting this complaint because the XXXX fraud dispute was denied without a clear explanation, <em>documentation</em>, or opportunity for appeal. I am requesting that SoFi <em>conduct</em> a proper <em>review</em> of this fraudulent XXXX transaction and provide appropriate relief consistent with consumer protection requirements."]},"sort":[17.9405,"19363755"]},{"_index":"complaint-public-v1","_id":"18450248","_score":17.818258,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a formal complaint against Cash App legitimate fraud claim involving unauthorized transactions after my mobile phone was stolen from my person. \n\nTransaction ID : XXXX Amount : {$3000.00} Recipient : XXXX XXXXXXXX My phone was taken by unauthorized individuals, and my Cash App account was compromised as a result. I acted immediately and with diligence. Within approximately four minutes of the incident, I was able to reach a Cash App representative by phone and report the theft, account compromise, and unauthorized activity.\n\nI followed all required steps, including filing and submitting a XXXX police report # XXXX, and provided all documentation requested by Cash App. Despite this, Cash App denied my fraud claim without providing any evidence, explanation, or proof of a meaningful investigation.\n\nCash Apps entire denial response stated only : After reviewing your dispute, were unable to refund you for this transaction.\n\nNo details were provided regarding how the investigation was conducted, what evidence was reviewed, or how Cash App determined the transaction was authorized. When I requested proof of investigation and clarification specifically asking for evidence that the transaction was authorized or that it was an investment Cash App failed to provide any documentation or substantiation.\n\nThis transaction was not authorized, not an investment, and occurred only after my phone was stolen. Cash App has refused to demonstrate that they reviewed the police report or considered the immediate reporting timeline. Their denial appears automated and dismissive rather than investigative.\n\nI believe Cash App is failing to comply with reasonable fraud investigation standards and consumer protection obligations by denying fraud claims without proper review or transparency. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-01-04T04:36:20.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"30039","tags":"Servicemember","has_narrative":true,"complaint_id":"18450248","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-01-04T04:25:49.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["No details were provided regarding how the <em>investigation</em> was <em>conducted</em>, what evidence was <em>reviewed</em>, or how Cash App determined the transaction was authorized. When I requested proof of <em>investigation</em> and clarification specifically asking for evidence that the transaction was authorized or that it was an investment Cash App failed to provide any <em>documentation</em> or substantiation.\n\nThis transaction was not authorized, not an investment, and occurred only after my phone was stolen."]},"sort":[17.818258,"18450248"]},{"_index":"complaint-public-v1","_id":"22167851","_score":17.678604,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am formally requesting an appeal and review regarding the closure of my account based on an alleged fraudulent XXXX transaction. \n\nThe circumstances surrounding this matter do not appear to have been fully or fairly investigated before action was taken against my account. \n\nThe individual in question sent multiple XXXX payments over a period of time. However, only one payment was later reported as fraudulent while the other payments were not disputed. This raises serious concerns regarding the consistency and legitimacy of the claim being made. Additionally, the dispute reportedly occurred months after the transaction took place, which further questions the nature of the allegation.\n\nI was never contacted by Navy Federal to provide documentation, context, or an explanation before my account was closed. I was not given an opportunity to defend myself or clarify the transaction activity. If there were concerns regarding the sender or the transactions themselves, I believe additional investigation should have been conducted directly with the sender rather than assuming wrongdoing on my part.\n\nI also have supporting documentation available, including text message communications and XXXX XXXX transaction records, showing that the transfers were sent on the senders behalf and with their knowledge at the time of the transactions. Navy Federal did not request or review this information before making its decision.\n\nFurthermore, the funds referenced were transferred onward through XXXX XXXX to another individual. I was not the ultimate recipient or beneficiary of those funds in the manner being implied.\n\nI respectfully request : A full review of the investigation process used in this matter The opportunity to submit my supporting documentation and evidence Copies of any documentation or evidence relied upon in making the decision Clarification regarding why only one transaction was disputed while others from the same sender were not Reconsideration of the account closure and any fraud designation associated with my profile I value fair treatment and due process, and I would appreciate the opportunity to properly respond to any concerns.","date_sent_to_company":"2026-05-13T18:28:54.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"60153","tags":null,"has_narrative":true,"complaint_id":"22167851","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-05-13T18:22:07.000Z","state":"IL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I was never contacted by Navy Federal to provide <em>documentation</em>, context, or an explanation before my <em>account</em> was closed. I was not given an opportunity to defend myself or clarify the transaction activity. If there were concerns regarding the sender or the transactions themselves, I believe additional <em>investigation</em> should have been <em>conducted</em> directly with the sender rather than assuming wrongdoing on my part."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Company closed your <em>account</em>"]},"sort":[17.678604,"22167851"]},{"_index":"complaint-public-v1","_id":"20799363","_score":17.633465,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Follow-Up Complaint False Statement & Failure to Investigate ( Prior CFPB Case # ____ ) Complaint : This complaint is a follow-up to CFPB Case # ____, which Experian closed without resolving the issue. \n\nIn its response, Experian stated that I did not provide the requested information ( or similar language ). That statement is factually incorrect. \n\nI did, in fact, submit the requested documentation via fax to the number provided by Experian. I have fax transmission records confirming : The correct recipient fax number Date and time of transmission Successful delivery status The content of the documents sent Despite this, Experians response makes no acknowledgment of receiving or reviewing these materials. \n\nAdditionally : Experian failed to review or reference available call recordings and voicemail communications documenting my attempts to resolve this issue. \nTheir response did not address the substance of my complaint and appears to rely on a generic conclusion rather than a documented investigation. \nNo explanation was provided regarding what records were reviewed or how their determination was made. \n\nThis raises serious concerns that Experian did not conduct a reasonable investigation, as required.\n\nI am requesting that Experian : 1. Review the fax transmission records and documents previously submitted 2. Verify receipt of those materials within their internal systems 3. Review all call recordings and voicemail communications related to my account 4. Provide a detailed, evidence-based response addressing each issue raised At this time, the matter remains unresolved. Experians inaccurate statement regarding my submission of documentation and failure to review available evidence raises concerns regarding compliance with obligations under the Fair Credit Reporting Act ( FCRA ).","date_sent_to_company":"2026-04-02T18:14:25.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"78757","tags":null,"has_narrative":true,"complaint_id":"20799363","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2026-03-31T07:33:32.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["Their response did not address the substance of my complaint and appears to rely on a generic conclusion rather than a documented <em>investigation</em>. \nNo explanation was provided regarding what records were <em>reviewed</em> or how their determination was made. \n\nThis raises serious concerns that Experian did not <em>conduct</em> a reasonable <em>investigation</em>, as required.\n\nI am requesting that Experian : 1. <em>Review</em> the fax transmission records and documents previously submitted 2."],"product":["Checking or savings <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[17.633465,"20799363"]},{"_index":"complaint-public-v1","_id":"21632756","_score":17.594654,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint regarding an unauthorized transaction that occurred through my Cash App account after my phone was stolen. \n\nOn XX/XX/year>, my phone was stolen at approximately XXXXXXXX XXXX. Shortly afterward, unauthorized activity began occurring on my accounts. At approximately XXXXXXXX XXXX, a payment of {$660.00} was sent from my Cash App account to an unknown recipient named XXXX. I did not authorize this payment. \n\nI reported the theft the same day and promptly attempted to dispute the transaction through Cash App. Despite explaining that my phone had been stolen immediately before the unauthorized payment occurred, Cash App denied my dispute. \n\nCash App later provided documentation that simply confirmed a transaction occurred but did not explain the basis for determining that the payment was authorized by me. \n\nXXXX of Events XX/XX/year> approximately XXXX a.m. : My phone was stolen. \nApproximately XXXXXXXX XXXX. : Unauthorized activity began occurring shortly after the theft. \nApproximately XXXXXXXX XXXX : A payment of {$660.00} was sent from my Cash App account to an unknown recipient. \nXX/XX/year> XXXXXXXX XXXX : I filed a theft/loss claim related to the stolen phone. \nI subsequently disputed the unauthorized transaction through Cash App. \nCash App denied the dispute. \nI requested supporting documentation explaining the basis of their decision. \nCash App provided only a transaction summary showing that the payment occurred, without explaining how they determined it was authorized. \nConcerns About Cash Apps Investigation I believe Cash Apps investigation was incomplete and failed to reasonably consider the circumstances surrounding this unauthorized transaction. \n\nSpecifically : Cash App did not provide any explanation demonstrating why they concluded the transaction was authorized. \nCash App did not confirm whether they reviewed : Login history Device identifiers IP address data Geolocation or location information Account access activity surrounding the timeframe of the theft The transaction occurred within minutes of my phone being stolen. \nI promptly reported the theft and disputed the charge. \nCash App has refused further review while providing no substantive explanation beyond confirmation that a transaction took place. \n\nThe existence of a transaction does not prove that it was authorized by me. \n\nCustomer History I have been a long-time Cash App customer and have maintained an established relationship with the platform, including use of their financial services and credit-related offerings. \n\nI would never knowingly jeopardize my standing or account history through fraudulent or unauthorized conduct. \n\nResolution Requested I respectfully request that the CFPB review this matter and require Cash App to : Conduct a meaningful re-investigation of this dispute. \nExplain the specific evidence used to determine that this transaction was authorized. \nConfirm whether device, login, XXXX, or geolocation data was reviewed. \nReassess the denial in light of the stolen-phone timeline and surrounding unauthorized activity. \nRefund the unauthorized transaction amount of {$660.00} if the investigation can not reasonably demonstrate that I authorized the payment.","date_sent_to_company":"2026-04-27T17:31:02.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"10029","tags":null,"has_narrative":true,"complaint_id":"21632756","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-04-27T17:10:12.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I would never knowingly jeopardize my standing or <em>account</em> history through fraudulent or unauthorized <em>conduct</em>. \n\nResolution Requested I respectfully request that the CFPB <em>review</em> this matter and require Cash App to : <em>Conduct</em> a meaningful re-<em>investigation</em> of this dispute. \nExplain the specific evidence used to determine that this transaction was authorized. \nConfirm whether device, login, XXXX, or geolocation data was <em>reviewed</em>."]},"sort":[17.594654,"21632756"]},{"_index":"complaint-public-v1","_id":"16765332","_score":17.065872,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, I sent {$250.00} XXXX payment through my Wells Fargo account to an individual for a lawn care service that was never completed.After realizing the service was not performed as agreed, i immediately contacted Wells Fargo to dispute the transacation and request assistance recovering my funds. \nWells Fargo opened a case ( XXXX XXXX ) but later informed me that they could not recover my funds and closed the dispute. I was told there was nothing else they could do, even though i had messages and proof showing the person failed to complete service. \nWells Fargo did not allow me an opportunity to provide supporting evidence ( such as screenshots, communications, or proof of agreement ) before closing the case. I requested more details about the investigation process, including whether Wells Fargo contacted the recipient 's bank or verified the transaction, but i did not receive a clear explanation. \nI believe Wells Fargo did not conduct a full or fair investigation and failed to give me the chance to provide documentation that could have impacted their decision. I am requesting that the Consumer Financial Protection Bureau review this matter, require Wells Fargo to reopen or re-review the case, and assist me in recovering my {$250.00}.","date_sent_to_company":"2025-10-23T04:10:02.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"30349","tags":null,"has_narrative":true,"complaint_id":"16765332","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-10-23T02:55:57.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I requested more details about the <em>investigation</em> process, including whether Wells Fargo contacted the <em>recipient</em> 's bank or verified the transaction, but i did not receive a clear explanation. \nI believe Wells Fargo did not <em>conduct</em> a full or fair <em>investigation</em> and failed to give me the chance to provide <em>documentation</em> that could have impacted their decision."]},"sort":[17.065872,"16765332"]},{"_index":"complaint-public-v1","_id":"19120242","_score":16.886658,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company name PayPal , Inc . \n\nProduct / service Digital wallet / payment services Fraud and unauthorized transaction handling What happened? \n\nI am filing this complaint due to PayPals failure to properly investigate and resolve a fraudulent, unauthorized transaction, and its continued attempts to collect a disputed negative balance stemming from that fraud. \n\nOn or about XX/XX/year>, a transaction in the amount of {$1900.00} USD was processed from our PayPal account ( XXXX ) to an unknown recipient : XXXX ( Transaction ID : XXXX ). \n\nThis transaction was unauthorized and fraudulent. We have no knowledge of the recipient, no prior relationship, and received no goods or services. Upon discovery, we notified PayPal and our bank at the same time and cooperated fully with all fraud reporting requirements. \n\nDespite this, PayPal determinedwithout transparencythat no unauthorized use occurred, denied our appeal ( XXXXXXXX XXXX XXXXXXXX XXXX XXXX and has since continued to demand payment of a negative balance totaling {$1600.00}, even though the underlying transaction remains actively disputed. \n\nPayPal has refused to provide meaningful evidence supporting its conclusion and continues collection efforts on a balance that is directly tied to a reported scam. This conduct is unreasonable, harmful, and inconsistent with fair consumer financial practices. \n\nWhats the main issue youre having? \n\nUnauthorized transaction / fraud mishandled Improper collection of disputed debt Failure to provide investigation records Account restrictions tied to fraudulent activity What did you do to try to fix the problem? \n\nReported the transaction immediately as fraud Filed an unauthorized activity claim with PayPal Appealed PayPals decision Notified our bank simultaneously Requested documentation supporting PayPals findings What response did you get from the company? \n\nPayPal denied the claim and appeal, stated the transaction was consistent with account history, and continues to demand repayment of the negative balance while refusing to make the account whole or suspend collection activity. \n\nWhat would you like the company to do to fix the problem? \n\nI am requesting that PayPal : Reverse the fraudulent transaction and fully restore our account balance Immediately cease all collection efforts related to this disputed balance Provide full documentation, including IP logs, device data, and internal review records used to deny the claim Remove any negative account flags, restrictions, or internal reporting related to this incident Upon discovery, our bank was notified immediately and initiated cancellation of the transaction. This PayPal account has a very limited and consistent usage history, used almost exclusively to remit XXXX membership dues twice annually. We have never conducted business with, communicated with, or authorized any payment to the recipient tied to this transaction. \n\nThe recipient email address is unknown to us and has no legitimate business relationship with our organization We are prepared to pursue legal remedies if this matter is not resolved promptly This complaint is being filed concurrently with internal bank fraud escalation Name : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX","date_sent_to_company":"2026-01-30T01:13:05.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"30066","tags":null,"has_narrative":true,"complaint_id":"19120242","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-01-30T00:44:08.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This PayPal <em>account</em> has a very limited and consistent usage history, used almost exclusively to remit XXXX membership dues twice annually. We have never <em>conducted</em> business with, communicated with, or authorized any payment to the <em>recipient</em> tied to this transaction."]},"sort":[16.886658,"19120242"]},{"_index":"complaint-public-v1","_id":"18206241","_score":16.469193,"_source":{"product":"Checking or savings account","complaint_what_happened":"Below is a full, in-depth CFPB complaint drafted in regulatory language, designed to withstand review and force escalation. It leaves nothing unturned, references Regulation E, your FTC report, all XXXX statements, and clearly instructs Chime on what must be investigated CFPB COMPLAINT IN-DEPTH NARRATIVE Financial Institution : Chime Financial , Inc. XXXX XXXX XXXXXXXX XXXX XXXX XXXX. \nAccount Type : Checking and Savings Complainant : XXXX XXXX Email : XXXX FTC Identity Theft Report : # XXXX What happened? ( Detailed Narrative ) I am filing this complaint regarding ongoing identity theft, unauthorized electronic fund transfers, and account compromise involving my Chime checking and savings accounts. The disputed activity began in XX/XX/XXXX and continued through XX/XX/XXXX, despite my lack of authorization and attempts to secure my finances. \n\nDuring this period, my account activity shows repeated unauthorized peer-to-peer transfers, ATM withdrawals ( including casino and reservation ATMs ), rapid depletion of deposits immediately after posting, and circular fund movements inconsistent with my historical banking behavior. These transactions appear across multiple consecutive months, demonstrating a pattern of sustained third-party control, not isolated error. \n\nI have attached bank statements for XXXX XXXX and XXXX XXXX, along with a transaction-by-transaction forensic breakdown identifying dates, times, amounts, recipients, locations, and running balances. \n\n\n\nWhy I believe this is identity theft and unauthorized activity 1. I did not authorize the listed transfers, ATM withdrawals, or peer-to-peer payments.\n\n2. Activity often occurred immediately after deposits, suggesting automated or third-party access.\n\n3. Transactions were made to recurring individuals and locations, not typical of my usage.\n\n4. ATM withdrawals occurred at casino and reservation locations inconsistent with my patterns.\n\n5. Activity persisted across months, even when balances were low or accounts should have been secured. \n\nI filed an FTC Identity Theft Report ( Ref # XXXX ) and provided this documentation to Chime. \n\n\n\nThird-Party Access & Correlation Concern ( For Investigation ) From XX/XX/XXXX forward, XXXXXXXX XXXX, my XXXX XXXX XXXXaseworker, had authorized access to my personally identifiable information, including my Social Security number, benefit data, housing records, and banking context. \n\nHer access period overlaps exactly with the escalation of unauthorized banking activity. I am not asserting criminal guilt ; however, due to the overlap in timing and access, I am requesting Chime and the CFPB require cross-referencing of internal access logs, device/IP metadata, and recipient routing data against this individual and other recurring recipients. \n\nThis is a correlation request, not a conclusion. \n\n\n\nWhat Chime has failed to do Failed to prevent continued unauthorized transactions across multiple months Failed to adequately secure the account after compromise indicators Failed to provide a clear Regulation E determination Failed to proactively identify repeated recipients and access anomalies Allowed continued fund depletion despite obvious red flags Laws and regulations implicated Electronic Fund Transfer Act ( EFTA ) Regulation E ( 12 CFR 1005 ) unauthorized electronic fund transfers Duty to investigate and provide provisional credit Duty to preserve records and access logs What I want the CFPB to require I am requesting the CFPB require Chime to : 1. Conduct a full forensic investigation of my account 2. Review and disclose device IDs, IP addresses, login timestamps, and access logs 3. Identify all third-party recipients and transaction endpoints 4. Issue provisional and final reimbursement for unauthorized transactions 5. Provide a written explanation of findings per Regulation E 6. Preserve all records for potential regulatory or legal review Supporting documentation attached FTC Identity Theft Report ( # XXXX ) Chime checking statements ( XXXX XXXX ) Chime checking statements ( XXXX XXXX ) Chime savings statement ( XX/XX/XXXX ) Transaction-by-transaction forensic breakdown Final statement This complaint is submitted in good faith and supported by extensive documentation. The pattern, duration, and nature of the activity demonstrate account compromise and identity misuse, not consumer error. \n\nI respectfully request CFPB oversight to ensure compliance with federal consumer protection laws.","date_sent_to_company":"2026-01-20T21:03:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92057","tags":"Servicemember","has_narrative":true,"complaint_id":"18206241","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-12-21T15:48:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["<em>Conduct</em> a full forensic <em>investigation</em> of my <em>account</em> 2. <em>Review</em> and disclose device IDs, IP addresses, login timestamps, and access logs 3. Identify all third-party <em>recipients</em> and transaction endpoints 4. Issue provisional and final reimbursement for unauthorized transactions 5. Provide a written explanation of findings per Regulation E 6."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.469193,"18206241"]},{"_index":"complaint-public-v1","_id":"19021936","_score":16.301304,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding Synchrony Banks handling of a billing dispute on my PayPal XXXX XXXX account. \n\nI disputed a charge for merchandise that I never received. The merchant provided a XXXX tracking number as proof of delivery. XXXX subsequently confirmed that this tracking number corresponds to a shipment addressed to a different recipient at a different address and that it was correctly delivered to that other party. XXXX explicitly characterized this situation as fraud, not misdelivery. \n\nI provided Synchrony Bank with written documentation confirming that the tracking number does not belong to a shipment addressed to me and therefore does not constitute valid proof of delivery under card-network rules. Despite this, Synchrony closed the dispute and reinstated the charge, stating only that delivery was confirmed.\n\nSynchronys response does not address the material evidence submitted and relies on delivery confirmation that XXXX has confirmed is unrelated to my address. This constitutes a failure to properly investigate a billing error involving non-receipt of merchandise. \n\nI am requesting that Synchrony Bank conduct a proper review of the dispute, disregard the merchants invalid delivery evidence, and correct the billing error consistent with applicable credit-card dispute standards.","date_sent_to_company":"2026-01-27T00:03:53.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"493XX","tags":null,"has_narrative":true,"complaint_id":"19021936","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-01-26T23:56:05.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This constitutes a failure to properly <em>investigate</em> a billing error involving non-receipt of merchandise. \n\nI am requesting that Synchrony Bank <em>conduct</em> a proper <em>review</em> of the dispute, disregard the merchants invalid delivery evidence, and correct the billing error consistent with applicable credit-card dispute standards."]},"sort":[16.301304,"19021936"]},{"_index":"complaint-public-v1","_id":"19954627","_score":16.197496,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"On XX/XX/XXXX, a Buy Now Pay Later loan was processed through Affirm for a XXXX service provided by XXXX. The transaction was incorrectly processed twice, resulting in two separate loans. \n\nOn XX/XX/XXXX, Affirm cancelled one of the duplicate loans but left the second loan active. \n\nThe underlying XXXX  service was cancelled and never used. I provided Affirm with documentation showing email correspondence between myself and XXXX confirming that the service/subscription had been cancelled. Because of this cancellation, no services were ever provided to me. \n\nI disputed the remaining loan with Affirm twice and submitted the cancellation documentation during those disputes. Despite this evidence, Affirm denied both disputes and has continued to claim that the balance is owed. \n\nIn an attempt to resolve the issue directly, I sent additional emails that included both Affirm and XXXX as recipients so that both parties could address the cancellation and loan status together. Neither company acknowledged or responded to those communications. \n\nBased on the documentation provided, Affirm should have been able to verify with the merchant that the service had been cancelled. Instead, it appears the dispute process relied only on confirming that a transaction existed rather than conducting a reasonable investigation into whether the underlying service was actually delivered. \n\nI have been an Affirm customer since XXXX and have successfully repaid more than 20 loans totaling over {$5000.00}. So, if the service had been provided, I would have paid the balance without issue, just I have always done. However, because the service was cancelled and never delivered, the remaining loan balance is not valid. \n\nAdditionally, this account has been been reported to credit bureaus despite ongoing disputes. As such, continuing to report the account as owed may constitute inaccurate credit reporting under the Fair Credit Reporting Act. I previously requested that Affirm conduct a reasonable investigation into the validity of this debt, but the dispute responses indicate that the underlying cancellation evidence was not meaningfully reviewed.","date_sent_to_company":"2026-03-04T05:50:42.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"296XX","tags":null,"has_narrative":true,"complaint_id":"19954627","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Affirm Holdings, Inc","date_received":"2026-03-04T05:13:56.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Additionally, this <em>account</em> has been been reported to credit bureaus despite ongoing disputes. As such, continuing to report the <em>account</em> as owed may constitute inaccurate credit reporting under the Fair Credit Reporting Act. I previously requested that Affirm <em>conduct</em> a reasonable <em>investigation</em> into the validity of this debt, but the dispute responses indicate that the underlying cancellation evidence was not meaningfully <em>reviewed</em>."]},"sort":[16.197496,"19954627"]},{"_index":"complaint-public-v1","_id":"23330579","_score":16.020529,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Between XX/XX/XXXX and XX/XX/XXXX, I transferred approximately USD {$120000.00} in multiple transactions to a Wells Fargo bank account ending in XXXX, held by XXXX XXXX XXXX in California, in connection with a restaurant franchise investment opportunity. The recipient represented that the funds would be used for a legitimate business venture and that I would receive a documented ownership interest in the business. \n\nThe transfers were made over several months based on repeated representations regarding the investment, business ownership, and future participation in the company. I relied on these representations when authorizing the transfers. \n\nAfter the funds were received, I repeatedly requested documentation supporting my ownership interest, accounting records, corporate records, and details regarding the use of the funds. Despite numerous requests, the promised ownership documentation was not provided. I also requested clarification regarding how the funds were being handled and used. \n\nBeginning in XX/XX/XXXX, I became concerned that the representations made before and during the transfers XXXX have been false or misleading. I requested a detailed accounting of the funds and sought either confirmation of my ownership interest or the return of my investment. These requests were not satisfactorily addressed. \n\nI believe XXXX XXXX XXXX used the Wells Fargo account ending in XXXX to receive substantial funds based on representations that were not fulfilled. As a result, I suffered a financial loss exceeding USD {$120000.00}. I have retained bank transfer records, payment confirmations, communications, witness statements, and other supporting evidence. \n\nI respectfully request that Wells Fargo review the activity associated with account XXXX and determine whether the account was used in connection with fraudulent or deceptive conduct. I also request that the bank review whether appropriate monitoring, investigation, and reporting procedures were followed after receiving large incoming transfers associated with the investment. \n\nI am prepared to provide supporting documentation, transaction records, communications, witness statements, and any additional information necessary to assist in the review of this matter.","date_sent_to_company":"2026-06-18T06:57:27.000Z","issue":"Fraud or scam","sub_product":"International money transfer","zip_code":null,"tags":null,"has_narrative":true,"complaint_id":"23330579","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-06-18T06:41:12.000Z","state":null,"company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I respectfully request that Wells Fargo <em>review</em> the activity associated with <em>account</em> XXXX and determine whether the <em>account</em> was used in connection with fraudulent or deceptive <em>conduct</em>. I also request that the bank <em>review</em> whether appropriate monitoring, <em>investigation</em>, and reporting procedures were followed after receiving large incoming transfers associated with the investment."]},"sort":[16.020529,"23330579"]},{"_index":"complaint-public-v1","_id":"19656651","_score":15.99546,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, XXXX wire transfers were sent from my Chase business account in the amounts of {$100000.00}, {$5700.00}, and {$300000.00}. These wires were initiated after my business email account was compromised through a Business Email Compromise ( BEC ) incident. An attacker intercepted legitimate communications with a vendor and altered wiring instructions using fraudulent documents, making the payment instructions appear legitimate. \n\nAt the time the wires were submitted, I reasonably believed the instructions were authentic and associated with a legitimate vendor transaction. The authorization was induced through deception, not through a voluntary decision to send funds to an unintended recipient. \n\nAfter discovering the fraud, I immediately notified Chase Bank and requested a formal recall of the wire transfers. I also filed an FBI IC3 complaint and secured and remediated the compromised email account. \n\nChase denied my fraud claim on the basis that I authorized the wires because I physically initiated the transfers. However, Chase did not meaningfully consider that the authorization was obtained through fraudulent manipulation of my email system and falsified payment instructions. \n\nThis was not a mistaken payment or clerical error. It was a sophisticated fraud scheme involving compromised communications and altered financial instructions. \n\nI requested that Chase investigate the matter as a fraud-induced authorized transfer and review whether internal fraud detection and AML procedures were triggered. I have not received evidence of a substantive investigation into the receiving account or whether it was associated with additional fraudulent activity. \n\nI am requesting regulatory review of whether Chase conducted a reasonable and good-faith investigation into this Business Email Compromise incident and whether its determination that this was not fraud was appropriate under the circumstances. \n\nAll supporting documentation, including email evidence and wire confirmations, has been preserved and is available.","date_sent_to_company":"2026-02-20T16:54:48.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"97756","tags":"Servicemember","has_narrative":true,"complaint_id":"19656651","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-02-20T16:42:56.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting regulatory <em>review</em> of whether Chase <em>conducted</em> a reasonable and good-faith <em>investigation</em> into this Business Email Compromise incident and whether its determination that this was not fraud was appropriate under the circumstances. \n\nAll supporting <em>documentation</em>, including email evidence and wire confirmations, has been preserved and is available."]},"sort":[15.99546,"19656651"]},{"_index":"complaint-public-v1","_id":"18443975","_score":15.915321,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I discovered an unauthorized PayPal transaction in the amount of {$1400.00} that was processed on XX/XX/year>. I became aware of the transaction upon receiving an overdraft notification from my bank. I did not authorize this payment and do not know the recipient. \n\nThe transaction was sent via PayPal to an individual I have never paid before. My historical PayPal usage is limited to third-party merchant checkouts ( e.g., online retailers ). I have no prior history of direct person-to-person or friends and family payments. \n\nI immediately contacted my bank and requested a stop payment, which was successful. Despite this, PayPal released the funds and now reflects the amount as a debt owed. \n\nI promptly reported the transaction to PayPal as unauthorized and filed a report with the FBIs Internet Crime Complaint Center ( IC3 ). PayPal denied my claim and subsequent appeal.\n\nPayPals denial relies primarily on IP address consistency, stating that the IP address used for the transaction matched prior logins. This rationale is incomplete and does not establish authorization. If a mobile device is compromised, accessed without authorization, or used while unlocked, activity will originate from the same device and IP address. IP consistency alone does not rule out account takeover or unauthorized use of an existing authenticated session.\n\nPayPal has failed to address or meaningfully consider several material risk indicators, including : The recipient was new and never previously paid The transaction type was inconsistent with my account history The transaction was immediately discovered and reported A stop payment was initiated through my bank A supervisor promised a more thorough back-office review, yet no written outcome was provided PayPal issued a final determination email before the escalation call concluded I repeatedly requested documentation of PayPals investigation, including the scope of the alleged back-office review and fraud checks performed beyond IP matching. PayPal has not provided this information and has continued to rely on a single technical factor while ignoring the broader context.\n\nI am requesting regulatory assistance to ensure PayPal conducts and documents a procedurally sound investigation and corrects my account balance accordingly.","date_sent_to_company":"2026-01-03T16:23:47.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"335XX","tags":null,"has_narrative":true,"complaint_id":"18443975","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-01-03T16:02:31.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>documentation</em> of PayPals <em>investigation</em>, including the scope of the alleged back-office <em>review</em> and fraud checks performed beyond IP matching."]},"sort":[15.915321,"18443975"]},{"_index":"complaint-public-v1","_id":"8136979","_score":15.905186,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to bring to your attention a concerning issue related to a recent transaction conducted through the Remitly APP using my Bank XXXX XXXX XXXX The details of the transaction are as follows : Date of Transfer : XX/XX/2023 Time of Transfer : XXXX PM EST Amount : {$6900.00} Original Recipient : XXXX XXXX XXXX XXXX Original Reference Number by Remitly : XXXX I opted for the express delivery service, which the merchant ( Remitly ) failed to fulfill within the specified timeframe. Subsequently, the merchant requested additional personal information, including my documents such as Social Security, XXXX, and Driver 's License, to verify my identity and transaction details. Despite providing the required information promptly, the transfer did not occur as promised. \n\nFollowing numerous attempts to seek updates on my transfer, I received an email and text from Remitly, dated XX/XX/2023, at XXXX PM EST, confirming the completion of the transfer. However, to my dismay, the recipient 's name had been changed to XXXX XXXX XXXX XXXX, and a new reference number, XXXX, was assigned, without my authorization or consent. I hereby declare that I do not know the individual named XXXX XXXX XXXX XXXX, and I have no relationship or association with him. The unauthorized change of the recipient 's name to XXXX XXXX XXXX XXXX in the Remitly transfer is a matter of serious concern, and I affirm that I did not initiate or approve any such alteration to my transaction. \nI immediately contacted Remitly seeking an explanation for this unauthorized change and requested a refund since it contradicted the original terms and conditions agreed upon during the transaction. In response, Remitly closed my account, initiated a claim on file, and instructed me to contact my bank for further assistance. Despite my inquiries, Remitly has not provided any explanation for the change in recipient and reference number. This was an internal fraud by Remitly.\n\nI would like to emphasize that, as per Remitly 's terms and conditions, any alterations to a transfer are prohibited after the transfer receipt or upon reviewing. I did not authorize or initiate any changes to my transaction. The actions taken by Remitly are in clear violation of the agreed-upon terms.\n\nI kindly request to investigate this matter thoroughly, retrieve the funds transferred erroneously, and take appropriate action against Remitly for their unauthorized changes and failure to comply with agreed-upon terms. I am more than willing to provide any additional information or documentation required for a swift resolution of this issue. \nThank you for your prompt attention to this matter.","date_sent_to_company":"2024-01-10T17:53:00.000Z","issue":"Fraud or scam","sub_product":"Foreign currency exchange","zip_code":"33025","tags":null,"has_narrative":true,"complaint_id":"8136979","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Remitly, Inc.","date_received":"2024-01-10T17:41:20.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In response, Remitly closed my <em>account</em>, initiated a claim on file, and instructed me to contact my bank for further assistance. Despite my inquiries, Remitly has not provided any explanation for the change in <em>recipient</em> and reference number. This was an internal fraud by Remitly.\n\nI would like to emphasize that, as per Remitly 's terms and conditions, any alterations to a transfer are prohibited after the transfer receipt or upon <em>reviewing</em>."]},"sort":[15.905186,"8136979"]},{"_index":"complaint-public-v1","_id":"20073140","_score":15.765726,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint regarding an unauthorized electronic funds transfer on my Chime account that the company has refused to reimburse after three disputes. \n\nMy Chime account was accessed by an unauthorized person on XX/XX/year> Before the fraudulent transfer occurred, I received alerts indicating that someone had logged into my account. Shortly after this unauthorized access, a transfer of approximately {$2900.00} was sent through the XXXX XXXX feature to a username that I do not know and have never transacted with. \n\nI did not authorize this transaction, did not know the recipient, and did not benefit from the transfer in any way. I reported the transaction to Chime immediately and filed a dispute. Chime denied my claim and stated that no error occurred. I have now disputed the transaction three separate times, and each time the claim has been closed without providing clear documentation or explanation showing how the transaction was determined to be authorized. \n\nUnder the Electronic Fund Transfer Act and Regulation E, consumers are protected from unauthorized electronic funds transfers when their account has been compromised. Since my account experienced unauthorized access prior to the transfer, I believe this situation qualifies as account takeover fraud.\n\nI am requesting that Chime : 1. Reopen and conduct a proper Regulation E investigation into this unauthorized transfer.\n\n2. Provide the documentation and evidence used to determine that the transaction was authorized, including IP address, device information, and login data associated with the transfer.\n\n3. Reimburse the unauthorized {$2900.00} transfer if the investigation can not demonstrate that I personally authorized the transaction. \n\nI am asking the CFPB to review this matter and ensure that my dispute is handled in accordance with federal consumer protection laws.","date_sent_to_company":"2026-03-08T03:58:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"55337","tags":null,"has_narrative":true,"complaint_id":"20073140","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-08T03:35:55.000Z","state":"MN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act and Regulation E, consumers are protected from unauthorized electronic funds transfers when their <em>account</em> has been compromised. Since my <em>account</em> experienced unauthorized access prior to the transfer, I believe this situation qualifies as <em>account</em> takeover fraud.\n\nI am requesting that Chime : 1. Reopen and <em>conduct</em> a proper Regulation E <em>investigation</em> into this unauthorized transfer.\n\n2."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.765726,"20073140"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":333,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":333}]}},"product":{"doc_count":333,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":186,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":186}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":53,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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