{"took":194,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":7,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"13582169","_score":19.83388,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Formal Complaint Against Affirm , Inc. and XXXX XXXX XXXXXXXX XXXX for Breach of Contract, Non-Delivery of Services, and Credit Reporting Harm I am filing this formal complaint against Affirm , Inc. and XXXXXXXX XXXX XXXXXXXX XXXX for breach of contract, failure to render agreed-upon services, and Affirms continued collection efforts on a loan associated with services that were never delivered. \n\nBackground : In XX/XX/XXXX, I entered into a contract with XXXX XXXX, owned and operated by XXXX XXXX, for bi-monthly one-on-one piano lessons. The total cost of these lessons was financed through Affirm. However, beginning in XX/XX/XXXX, the merchant began canceling multiple lessons and has since failed to provide a single lesson under the terms of our agreement. Despite numerous attempts to resolve the matter directly with XXXX XXXX phone calls, voicemails, and text messages from XXXX through XXXX have received no response or acknowledgment. \n\nAffirms Mishandling of the Dispute : In XX/XX/XXXX and again in XX/XX/XXXX, I filed formal disputes with Affirm, submitting documentation including text messages and email communications that clearly demonstrate the merchants failure to uphold the service agreement. Despite this, Affirm concluded that they bear no responsibility, stating that because payment had already been remitted to the merchant, it was my responsibility to resolve the issue directlyeven though the product ( lessons ) was never delivered. \n\nMoreover, during the dispute investigation period, Affirm representatives and managers explicitly advised me that I was not required to make payments while the cases were under review. Relying on this guidance, I paused payments. However, after checking my XXXX credit report in XX/XX/XXXX, I discovered multiple late payment marks, resulting in a dramatic drop in my credit scorefrom XXXX to XXXX. \n\nThis misrepresentation by Affirm has not only caused significant financial and emotional XXXX  but has also damaged my creditworthiness, affecting my ability to obtain financing or favorable credit terms.","date_sent_to_company":"2025-05-19T21:27:59.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"31324","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"13582169","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Affirm Holdings, Inc","date_received":"2025-05-19T21:16:43.000Z","state":"GA","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["Despite this, <em>Affirm</em> concluded that they bear no responsibility, stating that because payment had already been remitted to the merchant, it was my responsibility to resolve the issue directlyeven though the product ( lessons ) was never delivered. \n\nMoreover, during the dispute <em>investigation</em> <em>period</em>, <em>Affirm</em> <em>representatives</em> and <em>managers</em> explicitly advised me that I was not required to make payments while the cases were under review. Relying on this guidance, I paused payments."],"company":["<em>Affirm</em> Holdings, Inc"]},"sort":[19.83388,"13582169"]},{"_index":"complaint-public-v1","_id":"8107231","_score":15.933006,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I initiated a balance transfer of {$6700.00} via Bank of America 's ( BoA ) mobile banking platform, transferring funds from my Bank of America credit card to my XXXX XXXX XXXX XXXX ( XXXX  ) personal loan account. The XXXX  account number provided by my XXXX  branch was entered into the BofA mobile banking system, which confirmed its validity as an XXXX  account. However, upon subsequent review a few days later, it became apparent that the balance transfer had been charged to my BoA card, with no corresponding receipt of funds in my XXXX  account. \n\nPrompted by this discrepancy, I contacted Bank of America on XX/XX/XXXX, seeking clarification. During this conversation, BoA informed me that the funds had been disbursed and received. Subsequent communication with XXXX XXXX revealed that they had not received the funds in any of my accounts. In a three-way call involving representatives from both institutions, it was confirmed that the account number used for the transfer was incorrect. The XXXX  representative, however, affirmed that they do not have any accounts associated with that specific number. \n\nAcknowledging the error, a claim was opened by the BoA representative, who assured me that a resolution would be reached within 30 days. It was determined that the discrepancy stemmed from an incorrect account number, despite the information being sourced directly from the XXXX  branch and validated by the BofA mobile app. \n\nFollowing the 30-day period, around XX/XX/XXXX, I followed up with Bank of America , only to be informed that the resolution timeline had been extended to 90 days from the date of the balance transfer. The representative assured me of a resolution by XX/XX/XXXX, emphasizing that I would not incur any financial loss. \n\nHowever, on XX/XX/XXXX, having received no communication from Bank of America, I contacted them again. The representative suggested that the claim was being actively pursued based on account notes and advised me to check back in a few days, as the 90-day mark was approaching. Subsequent calls on XX/XX/XXXX, and XX/XX/XXXX, revealed that the initial claim had been closed due to XXXX XXXX ' alleged non-cooperation with the investigation. \n\nA subsequent three-way call between Bank of America XXXX XXXX XXXX  XXXX and myself reaffirmed XXXX XXXXs denial of receiving funds, with no record of the specified account number. The BofA claims representative, XXXX XXXX, initiated a new claim for \" further research '' and committed to having his manager contact me within XXXX days. Regrettably, this did not materialize. \n\nIn my most recent interaction with Bank of America on XX/XX/XXXX, I spoke with XXXX, who attempted to investigate the issue but faced limitations in her access. Upon requesting to speak with a manager, I was connected to XXXX XXXX in XXXX, XXXX. Despite a comprehensive XXXX effort to trace the funds, no conclusive resolution was achieved. XXXX proposed the possibility that XXXX XXXX, connected to XXXX XXXX, may have received the funds, but no immediate retrieval was facilitated. \n\nIn summary, the ongoing delay, miscommunication, and lack of a definitive resolution have led to significant inconvenience and financial distress. I am seeking the intervention of the Consumer Financial Protection Bureau to address this matter promptly and facilitate the retrieval of the erroneously transferred funds.","date_sent_to_company":"2024-01-04T17:36:29.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"33317","tags":null,"has_narrative":true,"complaint_id":"8107231","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-01-04T17:27:54.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with balance transfer"},"highlight":{"complaint_what_happened":["The BofA claims <em>representative</em>, XXXX XXXX, initiated a new claim for \" further research '' and committed to having his <em>manager</em> contact me within XXXX days. Regrettably, this did not materialize. \n\nIn my most recent interaction with Bank of America on XX/XX/XXXX, I spoke with XXXX, who attempted to <em>investigate</em> the issue but faced limitations in her access. Upon requesting to speak with a <em>manager</em>, I was connected to XXXX XXXX in XXXX, XXXX."]},"sort":[15.933006,"8107231"]},{"_index":"complaint-public-v1","_id":"5140330","_score":9.925352,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The company Credit Acceptance is currently investigating a car loan that was taken out using my personal information which I have been trying to have removed from my credit report for several months. I am filing this complaint to ensure this is taken seriously and this account is thoroughly investigated. On XX/XX/XXXX I called in and spoke to a representative by the name of XXXX who was extremely rude and did not take my claim seriously she told me the account was too old to dispute and that their was a judgement filed against me in XXXX New York she then advised me to send an email to XXXX with an identity theft affidavit, my ID, and a sheet of paper with my signature written XXXX  times. For the record I was born in the state of New York but I have never resided in XXXX New York I sent the email to credit acceptance with the requested information as well as a letter requesting that they provided me additional information about the account so I could provide as much assistance as possible in investigating how this account was opened. I never received response but my credit report said the dispute was resolved. I contacted the credit bureaus to affirm the account does not belong to me and they said unfortunately they rely on XXXXredit Acceptance to complete an investigation and they recommended that I contact the Consumer Financial Protection Bureau. I lost my job so for a period of time my focus was elsewhere dealing with my loss of employment. On XX/XX/XXXX I decided to call back in again and I spoke to a representative by the name of XXXX who was a lot more helpful she advised that the vehicle loan was for a XXXX XXXX XXXX and that this loan was associated with the same address some other fraudulent accounts were opened she gave me specific instructions to write an email to XXXX and to provide an identity theft affidavit, my ID, and my signature on a piece of paper 5 times and to submit this information no later than XX/XX/XXXX. XXXX also provided me with an Account # XXXX and told me to follow up with the complaint resolution team at ( XXXX ) XXXX. I followed up on XX/XX/XXXX and spoke to an account specialist XXXX who essentially claimed that I have ownership of the vehicle and insisted that a \" XXXX XXXX '' called me and left a message for me which I told her I had no record she also stated that she had several phone calls on record of me requesting vehicle repairs in the past and a phone call with me on an old telephone number claiming ownership of the vehicle on XX/XX/XXXX which I told her is simply untrue. I have not had that old telephone number in quite sometime and I personally gave them an updated telephone number on XX/XX/XXXX. I then requested to speak to XXXX XXXX and she told me XXXX XXXX and all of the Managers were in a meeting. On XX/XX/XXXX I spoke to XXXX XXXX and she stated that she did call me on my telephone number XXXX and perhaps there was a misunderstanding of the statements made by XXXX. She confirmed that she received the email but the ID was cut off and she also wanted a copy of my social security card which made me feel extremely uncomfortable. I was then told that the signatures I sent in as requested was a match to the contract on file which is impossible. She then advised that she has recorded calls and my voice matches the voice on the recordings and they have records of calls made by them to me and vice versa from my old telephone number XXXX the issue I have with that is that I did not have the number XXXX at that time and I told her the statements being made were making me feel as though their willingness to do a true investigation is becoming questionable. The account for this vehicle was opened in XX/XX/XXXX and closed shortly after in XX/XX/XXXX. If this vehicle was purchased in the state of New York why would there be a telephone number registered to the state of Florida make and receive calls? XXXX XXXX then alluded me to the fact that the information used to verify income was a pre-paid card of some sort which I then pointed out is another red flag that the account was fraudulently opened.She stated that the payments were made through XXXX XXXX which is also another well known vehicle for scams and fraud. Prior to ending our call she provided me medical assistance beneficiary information as proof of address which is also very strange I have never lived in the state of New York or been on any public assistance and I asked her if it was a customary practice for their company to take that type of information as proof of address. As someone who works in the medical field myself Credit Acceptance could not call and verify the information on any letter provided due to laws that protect sensitive personal information in regards to medical records.Ms. XXXX states that the letter came from XXXX XXXX XXXX Department and she provided me the telephone number XXXX she insisted that the investigation would come to a stop if I did not send in the full copy of my ID and my social security card I then let her know that I would search for the social and call the number to XXXX XXXX XXXX Department at the number provided XXXX. Once I got home on XX/XX/XXXX I called the number she provided and the phone just rang and rang with no automated set up, directory, or messaging service which leads me to believe the number is not a real number and the document used must also be a document produced as a result of fraud. To be sure I googled XXXX XXXX XXXX XXXX and the number that comes up is XXXX I spoke to a XXXX in their office and she stated she could find no record of my name in their system. Again. I am filing this complaint to ensure my name is cleared from this auto loan and I would like a fair and complete investigation which I have requested several times.","date_sent_to_company":"2022-01-23T14:58:53.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"34741","tags":null,"has_narrative":true,"complaint_id":"5140330","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2022-01-23T13:48:25.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I contacted the credit bureaus to <em>affirm</em> the account does not belong to me and they said unfortunately they rely on XXXXredit Acceptance to complete an <em>investigation</em> and they recommended that I contact the Consumer Financial Protection Bureau. I lost my job so for a <em>period</em> of time my focus was elsewhere dealing with my loss of employment."]},"sort":[9.925352,"5140330"]},{"_index":"complaint-public-v1","_id":"6050129","_score":9.601405,"_source":{"product":"Debt collection","complaint_what_happened":"As a result of this illegal ( see further down ) door to door sales I was fooled into a contract with a home security system XXXX XXXX XXXX ( XXXX, Utah ) Since XX/XX/XXXX at which I pay monthly for monitoring services. Upon a more diligent investigation as I began to question the conception of this contracted service and the companys reputation that I knew nothing about. The sales person named XXXX who stated that he was originally from Alabama assured me to always be available to contact for any reason. He further assured me that if after this agreement was effected and I had any concerns to please contact him and he would resolve any matter what so ever if one arose. \nI expressed my skepticism in that regard about this possibly being so only as long as he was with this company/XXXX. He ( this salesperson ) assured me that he had been wit this company for a very long time and wasnt going anywhere any time soon. This proved to be untrue later. Meanwhile, I was comforted in believing that if I at-least tried this agreement for several months to a year and if I decided that I did not want to continue the service I was free to cancel at any time without consequence. He explained that a worse case scenario, the equipment would need to be given back and the relationship could end without any negative consequence. \nAfter learning that the associated creditor FORTIVA XXXXwhich facilitated the means for the this agreement abusively reported a late or missed payment to my Credit Report likely in an effort to extract additional fees such as late fees by disregarding or taking advantage of some means by which an inadvertent technical error occurred in automatic payments upon which I relied to avoid any such human related error-I attempted to correct this problem with negative results. I made further payments in good faith while trying to repair this damage to my Credit Standing while FORTIVA attempted to extract more late fees from me and holding my credit worthiness as leverage or even blackmail possibly. I now suffered the burden of trying to repair my credit score because of this relationship. Upon attempting to communicate with FORTIVA further about this matter, I requested that they furnish me a copy of any such NOTE or retail service agreement or such contract. They have not to date. \n\nI called and spoke to XXXX about this on XXXX XXXX, XXXX and explained my situation to him. During the conversation I learned that he had indeed moved on and now working at a different company. He indeed explained to me that Corporate refering back to XXXX teaches him what to say in order to effect a deal. This is consistent with several complaints about this company made by several other consumers and documented in lawsuits against this company. \nThe conversation ended with him promising me to have the regional manager call me back to address my problem and concerns. This regional Manager never called me. I then learned that XXXX on this particular day in which this agreement occurred did not register with the City ( City of XXXX ) in order to legally conduct door to door solicitations. Therefore, the conception of this agreement/contract is defective to begin with. \n\nIn order to obtain the equipment used for this service, I was compelled to use their affiliated creditor Fortiva which provided a line of credit for a sum of just over/about {$3000.00} for the equipment. On this particular day, my option to decide to cancel was also impacted as that my 3 days cooling off period allowed by Florida law was disrupted and not remedied. It took more than one day to install the equipment in order for the service to be activated. The individual working to install the equipment remained in my home over for an inordinate time. This required me to be present restricting my activities or ability to tend to other personal matters. No remedy was provided or made apparent to me. \n\nUpon attempting to cancel the service, my effort was circumvented by XXXX representatives over a recorded phone call. They explained that I could only cancel upon fully purchasing the equipment and furnishing such proof to XXXX. On another instance this condition was further complicated when I called yet again trying to get better help in order to cancel this service as was supposedly in my right. \nI was then told on the second time that I now had to purchase fifty percent of the remaining contract as well as provide proof that the equipment was fully purchased before I could effectively cancel this service. I was never provided the correct instructions on how to cancel this contract by XXXX representatives, showing a clear effort to take advantage of a consumer 's ignorance of their rights and to retain such source of income at the expense of consumer rights and other legal parameters. \nI requested for any and all documents including any NOTE related to this entire contract and never received such after providing my proper email address and having been promised to be supplied. I then indeed found the service contract which made no such mention of these cancellation conditions and I thereby forwarded a notice of cancellation in writing by certified mail which was received by XXXX on XX/XX/XXXX. \nThe conditions of cancellation as per the contract required 30 days notice. XXXX charged my bank account XX/XX/XXXX for the usual amount as previous months and as it appears, after receiving my notice of cancellation on XX/XX/XXXX -they hastily charged me yet again XX/XX/XXXX. Today XX/XX/XXXX I called my banking institution to ensure that XXXX does not continue to unjustly charge my account while disregarding my notice of cancellation. As incredible as this seems, the banking representative who I spoke to today about this matter expressed to me that she too had this same experience with XXXX and expressed her very negative opinion after her personal experience with this company. She affirmed to me that it indeed was a good idea to cancel the autopay set up pertaining to XXXX because they ( XXXX ) is indeed known to charge anyway and leave one with the burden of trying to correct their mischief. \nXXXX has charged me twice in the same month having acted yet again in bad faith. XXXX and FORTIVA are joint conspirators in this abuse and are engaged in the same effort to corner a consumer and destroy Credit Standing in order to insure a source of income which originated through deception, embellishment and misrepresentation of a contract terms and general customer service as well as skirting consumer rights. FORTIVA under these circumstances has leveraged a consumers Credit Standing in order to strongarm unwilling participation.","date_sent_to_company":"2022-10-04T23:07:51.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Credit card debt","zip_code":"33322","tags":null,"has_narrative":true,"complaint_id":"6050129","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Atlanticus Services Corporation","date_received":"2022-10-04T22:40:21.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Threatened or suggested your credit would be damaged"},"highlight":{"complaint_what_happened":["As incredible as this seems, the banking <em>representative</em> who I spoke to today about this matter expressed to me that she too had this same experience with XXXX and expressed her very negative opinion after her personal experience with this company. She <em>affirmed</em> to me that it indeed was a good idea to cancel the autopay set up pertaining to XXXX because they ( XXXX ) is indeed known to charge anyway and leave one with the burden of trying to correct their mischief."]},"sort":[9.601405,"6050129"]},{"_index":"complaint-public-v1","_id":"3822641","_score":5.854865,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"PLEASE REFER TO THE FULL DETAILS WRITTEN WITHIN 1-65 PAGES PDF INCLUDED THIS WILL BETTER EXPLAIN WITH FULL LENGTH DETAIL. \nHi my names XXXX XXXX and I wanted to first thank you for your time, consideration, and care over my list of valid complaints and regulatory/law violations that I now have unrefutable proof to support my claims in and of their entirety. I also would like to apologize for any ranting ahead of time seeing as how I am still trailing a severely excrutiating amount of frustration, disgust, and disgruntlement over the way I have been mistreated and uncared for by Carvana, XXXX in house lender with carvana, and their warantee company XXXX XXXX. So much so that it is absolutely disappointing/disgusting at best, and highly unethical, illegal, and potentially even criminal at worst given my valid plethora of proof and takeaways thru my experience with doing business with Carvana, XXXX, XXXX XXXX, and its representatives. My complaints surround mainly Carvana LLC, but also its in house lender XXXX, and its affiliate XXXX XXXX handling their XXXX XXXX, and the many lending laws companys like Carvana LLC and its in house lender are bound to follow and ensure proper escallation guidelines are in place and exhausted to properly document, resolve, and/or to prevent overt impacts being brought onto their clients. These Laws and regulations violations I am claiming Carvana clearly, intentionally, and severely violated without a doubt being UDAAP Unfair Deceptive Acts and Practices, Truth in Lending laws/regulations, Consumer Financial Protection Act and Dodd-Frank Act, Equal Credit Opportunity Act ECOA, and AZ Lemon Laws. To start I will explain from the beginning to paint the best picture in which i have supplied all dates within my communications, pictures, contracts, original sales page, 150 pt inspection list, car fax, and the many more files included in my large pdf compiled. I also have the recording of the over the phone conversation XXXX   had with me clearly stating the negative input of the XXXX  mechanic given the vehicles current state and expected future, highly expensive, major unaddressed complications to expect thereof especially with the type of problems incurred now occurring so early in the vehicles life at this time per XXXX XXXX mechanic inspection. Repairs so far known as immediately needed are a new radiator fan and new AC Compressor for clarity. XXXX  mechanics also agree that this vehicle is and was sold to me as one heck of a Lemon for lack of better phrasing per the mechanics way of putting it into terms. Non the less I will explain to the fullest and in its entirety regarding the situation and the nature of the specific violations they have committed within carvana LLC, XXXX, and in connnection XXXX XXXX negligenty and intentionally without a care of the harm and/or hazards brought and done onto me, my family ( wife and daughter XXXX years old ) and onto others alike with potentially lower than perfect credit many of whom share similar experiences as my own per online reviews and social media posts discovered. Whereas I am not in a position to fight the complaints of others, but I'm led to believe out of the actions and carelessness willfully taken by and exhausted by Carvana, XXXX, XXXX XXXX, and their employees in additon to the experiences Ive had and documentation thereof to support such complaints that Carvana, XXXX, and XXXX XXXX may be conspiring to commit CONSUMER FRAUD on a grand scale to do the same if not similar acts to impact the masses of less than perfect credit customers and in doing so leaving an overbearing burden on their clients and other local businesses sharing similar market interests. Mind you I am now outside of the 7 day return period and even with a slight 2 day extension granted as a result of the vehicles pre existing mechanical issues which took me to XXXX  XXXX XXXX and my vehicle is still in the shop without the greenlight from XXXX XXXX XXXX to approve the work to be started. Now the vehicle has been in the shop for a severly unreasonable amount of time since monday XXXX after sitting in the parking lot unmoved all weekend at my apartments since pickup Saturday XXXX and I only got to test drive it home approx 15 miles only to discover the overheating issue while A/C is running which is beyond the engine noise issue only acknowledged as an issue by me and carvana rep at time of pickup leading to the ASR Report filing by the agent of carvana to enable the fixes that havent been approved causing me to lapse on my return period. All the while they had plenty of time and knowlege of the work to be done by XXXX  mechanic inspection but have yet granted the approval to start the actual fix. With this just being the tip of the iceberg please allow me to fully explain so you take away the best picture as to how all this truly came to be and you will see by the end that invevitably an investigation into their lending practices and regulatory obedience is absolutely neccessary to uncover how large the previously mentioned conspiracy to commit CONSUMER FRAUD on a grand scale is and has been within Carvana, XXXX, and their associated Warantee Company XXXX XXXX as I suspect given how everything happened so far. Sadly this is my first and my worst certified used car purchase experience whereas I have had better luck with vehicles purchased in my younger years thru private parties with over XXXX and they even lasted longer than the XXXX  of a Lemon they falsely advertised and sold me the private party vehicles previously noted survived longer and with less work if any ever needed beyond oil changes and similar common maintenance. This brings me to my next point which the XXXX XXXX mechanics feel is all i should have to worry about is common maintenance oil change brake changes etc even with this XXXX XXXX  age and mileage. Knowing my claims and knowing very well the Laws described as a banker whom previously originated loans for majority of my banking career myself and having to exhaust measures to comply and if needed escalate and document day over day in my own job I refuse to be played as a fool and taken advantage of by Carvana, XXXX, and XXXX XXXX warrantee, and am now first trying to gain a FULL resolve to the fullest extend permitted by the presiding laws, regulations and penalties thereof as described. This including the tier 3 CONSUMER PROTECTION ACT VIOLATIONS and the many others alike previously noted and claimed as violated by Carvana, XXXX, and its affiliated XXXX XXXX warrantee. My goal is to reach a fully encompassed and appropriate resolution with filing this complaint and to the extent that I see and know as allowable by law as it is clearly written. Otherwise should this complaint not prevail as expected, as easy it is to prove, and should Carvana and the other affiliates not want to take ownership of their, especially CARVANA LLC, severe violations and unethical nature of the violations therof then I will be left no choice other than to pursue my claims including additional PUNITIVE DAMAGES after consulting my attorney if needed therof to take action in a formal civil litigation lawsuit where a Judge will mandate Carvana LLC and any other  associated affiliates to be investigated, placed under severe regulatory overwatch should they be allowed to operate further, and penalized both civil and federally thus investigated to the fullest extent of their violations and the penalties thereof as this case is pretty black and white in its entirety and my documented proof will justify such at any time just as I am proving to you within the CFPB. Especially now that I may be facing soon a loss of job due to having now been sold severely unreliable transportation that is overly prone to severe breakdowns soon per the XXXX  mechanics inspection and experience. Which to better explain once my job determines working from home is no longer needed/available and a return to the office is mandatory me and my family will be left with the severe overt impact this Carvana LLc Company has caused on top of the overt impacts already suffered on account of their length of negligence and lack of care towards their customers and towards the laws that govern their sale activities and abilities thereof. I will explain from the beginning. Me and my family had been involved in a Hit and Run accident that left me my previous vehicle at a total loss and in a deficit still owing on the other vehicle. So moving forward I chose to give Carvana a chance approx XXXX and applied online to see what I may be approved for to obtain another vehicle. Carvana had at that time approved me for financing at a high interest  rate with a {$2900.00} down payment and no vehicle trade in. I took my time to research the available vehicles and was originally looking into something similar to my XXXX XXXX XXXX but later me and my family chose to go with a bigger vehicle we felt safer in due to the nature of the damage to the XXXX  on such a low speed impact which upon continuing to search we found this unique looking XXXX different than the rest. The XXXX was within my price range yielding a {$2900.00} down payment requirement even with additional warrantee coverage and gap insurance. Also compared to many other vehicles listed the XXXX XXXX XXXX had a clean XXXX  including regular in shop oil changes etc as listed and the XXXX  had a supposed clean 150 pt inspection listed as done on XXXX stating the vehicle was fully operational without issue this including the areas around where the issues I have experienced since are occurring. Therefore at that time we determined as a family it would be best to go with the XXXX  and despite the year and mileage on account of the history of the jeeps XXXX and 150pt inspection records and care for thereof that made us feel we were making a purchase of a quality fully functional vehicle as Carvana continued to what we now know to be falsly promoted via email and on their site. Within the time of shopping from XXXX thru XXXX we were making last minute choice changes only to revert back to the XXXX as our final choice by XXXX thru XXXX me and my family were making our final choice around going forward with the XXXX  per our final decision making to choose a larger vehicle that made me and my family feel safer. Included are the previous and final version of the signed contract up till day of pickup. During this time I almost lost my ability to purchase the XXXX making changes to my vehicle of choice and luckily it became unreserved and was able to be reverted back to the XXXX shortly after and reserved as my selected vehicle under my profile. Whereas Carvana was ready to sell to another party and would of just as easily bestowed the same issues onto someone else without a doubt and without any care as my experience has proven from beginning to end. Without any clear care for Federal and State Laws/Regulations in addition as you will see with my explanation and proof thereof. This after all my experiences leads me to firmly beleive the acts and violations committed very well may be being commited by Carvana, XXXX, and their Warantee Company XXXX XXXX intentionally against me, my family, and other less than perfect credit customers alike on a grand scale leaving them stuck with broken lemon vehicles that havent been cared for as they advertise prior to listing thus leading to the inevidable sale of these vehicles such as the Lemon \" XXXX XXXX XXXX '' sold to me and my family carelessly. Moving on with my explanation and fine points. Once I had everything in line from funds verification, document verification, contract signed, and insurance swapped over from my previous vehicle on friday by approx XXXX to XXXX I wake up saturday XXXX at XXXX XXXX in the morning to find out that Carvana unexpectedly has emailed me to reschedule my pickup time due to a newly discovered COSMETIC concern and that they quote on quote per their email say in writing '' CARVANA WANTS TO PROVIDE ME THE VEHICLE AS IT WAS ADVERTISED ''. This told me nothing to the true extend of the reasoning behind the delay. Upon calling Carvana to find more information I was advised by their phone representative that it appears that the cosmetic concern is actually a result of a Carvana employee whom hit the XXXX XXXX Bumper with a vehicle while driving to move another vehicle. I was bitterly furious and livid to find this out as to how this could of carelessly happened and having to call myself to find the truth as to what happened rather than be told upfront and truthfully. Not to mention also having to of called myself to attempt to escalate the issue and find out the truth rather than simply being told the truth via email, or even called to be informed of the occurrence, how they will be fixing it, and my rescheduling options. I then sent further emails requesting this issue be escalated, for a supervisor to contact me, and for pictures to be sent to show the extent of the damage their employee had done. I also emailed them around XXXX XXXX requesting further accommodations due to the nature of the issue and inconvenience which was ignored. One request was to have the vehicle delivered waiving the charge of {$500.00} since I had to make alternative arrangements that may have further impacted my jobs in addition to the time I already had to take off unpaid to resolve these issues. Out of my requests NONE of which were ever done and after about a week of waiting and following up with Carvana to find out if info and formal pictures of the bumper issue will be sent and if someone can better explain to me how this could of happened so carelessly. I kept in communication to no avail for days on in with the understanding that this bumper replacement would of taken till XX/XX/XXXX for the part to be delivered for replacement. Over the next few days I continue to call taking unreasonable amounts of impactful time off work to find out if they have any update only to eventually find out all they are willing to do is paint the bumper rather than replace it. This being after days of waiting to find any info out. Still no pictures or other supporting documentation was provided as requested in regards to the damage done prior to pickup. Also this overall determination took a severly unreasonable amount of time to come to conclusion on to be able to move forward with the sale. Not to mention the obvious devaluation of the collateral vehicle due to the incident. Mind you still to this day they have never updated their site sale page as listed to indicate the additional accident and repair nor did they update the advertised mileage as required instead they kept the originally stated mileage which was XXXX as shown in the pictures of original advertisement. On Wed XXXX XXXX XXXX from Carvana phone number XXXX I was called and left a Voice Message by a representative within Carvana LLC Named XXXX. This agent XXXX I spoke to over the phone and actually followed up as promised, only once, to advised me saying the earliest time Carvana can have the car ready for pickup is Friday XXXX at XXXX which inevitabely had to be rescheduled online for the following saturday XXXX to avoid further impacts to my job and paid time worked vs unpaid time taken off to address and handle issues that Carvana has caused and provided little to no effort to resolve or escallate appropriately. Upon me having discovered the issue of the Carvana LLC Employee hitting the XXXX and time originally quoted to fix the bumper thru replacement but was later only painted supposedly and without supporting documentation provided to me as requested to affirm the damage and fix. I luckily avoided further negative financial impact unto me and my family in having to swap the vehicle under my insurance back to my older vehicle listed up until the XXXX was further ready for pickup proceeding the fix. This action having to be taken almost caused me to have a gap in covereage for my auto insurance and would of cost me a plethora more financially month over month year over year in premiums had the agents not been able to aviod the gap in coverage. Luckily this was avoided and situated to reprocess the same quote when the time was right later in the month of XX/XX/XXXX. Moving forward once XXXX came around and vehicle was ready for pickup I once again had to take yet another expensive XXXX ride to their XXXX Location \" Vehicle Vending Machine '' address of which is listed in the many pictures on my pdf. Upon arrival I waited until my appointment time approx XXXX and the agent gave me the paperwork in the folder shown in my pdf  file compilation. She explained the vehicle still needs to be taken into emissions to pass within a few days and to use the voucher to avoid the cost after the drive cycle is complete after so many miles driven. To me this is something that should of been done just like a formal ACCURATE inspection well before my pickup especially with all the time they had the vehicle in surplus of my original pickup date and additionally the extra driving of XXXX approx. miles a Carvana Employee drove it beyond the advertised listing mileage which should of been a complete drive cycle enabling Carvana LLC to  ensure it will even pass emissions and obtaining the certification for such and fixing any issues prior to selling or even listing for sale. Once the paperwork was provided in person as shown in the pdf pictures ( return paper and car fax and few other documents ) and I initiated the coin into the vending machine the rep had to drive the vehicle around front to me for showing since their vending machine wasnt fully operational due to faulty mechanical problems as explained by XXXX the ON SITE AGENT at the location assisting had explained. Non the less when the vehicle was driven around for my viewing it immediately was further acknowledged by XXXX and initially acknowledged by Myself to be having clearly audible severe engine noises from an unknown location within the engine. At that time the vehicle was parked and idling I further inspected the XXXX XXXX both while on and off and at that time the Agent explained since this is a problem that was pre-existent prior to sale and pickup they will file a ASR Case to have Carvana LLC fix the issues in their  entirety and this allows to see if it corrects itself since she claimed it just had an oil change, or she says I can return the vehicle and get another. Which is insult to injury at this point as I am still piecing all the puzzle peices together boggled as to how this all could of been overlooked and become a problem for me so carelessly under such a companies guidance and managent who should be providing measures to prevent this from ever happening within reason. Even then after seeing the bumper I didnt even notice if they had actually done anything to the bumper as it didnt look like it had been painted as claimed and the agent didnt know any of the details about the damage location or repair either aside from it supposedly being addressed. I chose to allow them the opportunity to fix the issues evident as existing prior to the official sale. This taking place once inspected and root of issue discovered and to enable them the opportunity to correct the issues and have the vehicle to be sold as it was advertised to me and my family. Also just as I mentioned before as to how Carvana assured me in writing via email that their goal was to provide me the vehicle AS ADVERTISED when they had to fix the bumper issue. I allowed her to file the case taking their advise with the understanding Carvana LLC was to fix the issue as a result of this issue existing prior to pickup as XXXX confirmed. I then basically test drove the vehicle only to find out soon after within 15 miles of test driving the vehicle home that the vehicle is overheating and made it to 3/4 of the way to H on the Temprature gauge of the vehicle and luckily was able to cut the a/c and make it home without incurring a severe engine failure and without it making it all the way to H thankfully preventing a on the spot full engine overheat and failure. As you see noted via email to Carvana LLC at the XXXX addressing the newfound overheating issue in addition to the pre existing issue of loud engine noise clunking prior to pickup I sent to Carvana via email on XXXX at XXXX explaining in detail the overall issues in addition to the overheating experienced and left unaddressed for weeks prior to pickup and thru many more shop visits for the additional repairs. I further sent an email on XXXX at XXXX to XXXX to have noted and affirm I only drove 15 miles approximately home whereas the vehicle was provided to me with approx XXXX miles more than the advertised mileage and even so the listed mileage on the Final and only Signed contract Signed by me and Carvana LLC financed thru XXXX that I have included from XXXX stating the mileage of XXXX not XXXX with the exception of the approx 15 miles I drove home and left the vehicle parked to avoid engine failure and other issues alike with the vehicle. I included the picture of the odometer I took on XXXX as the XXXX   was disabled and parked until the direction was given on XXXX XXXX from Carvana LLC and XXXX XXXX via email on how and where to take the XXXX to start having it inspected to be fixed. I included screen shots of the video camera videos I have of the vehicle parked unmoved over the weekend leading to the towing of the vehicle on monday XXXX to the XXXX Shop located at XXXX XXXX XXXX XXXX. XXXX AZ XXXX Phone number XXXX at the expense of myself and my insurance company. Which is just one additional overt negative financial impact brought onto me and my family and now my insurance company XXXX for a problem they should of had clearly acknowledged and fixed prior to even listing for sale beyond their 150 pt supposed inspection. On monday XXXX I also took it upon myself to exhaust my freedom of speach and freedom of press leading to the exhaustion of my freedom of expression and made posts on XXXX  to highlight the nature of my experiece so far and embelish that I still had faith in a formal resolve. The online agent on XXXX  requested direct message via DM and I did as you see screen shotted only to eventually not get anywhere when they over promised to keep in touch with their teams to escallate this issue and see it thru. This conversation was further noted over the next week up until i lost faith in their escallation efforts, if any. Which it will be evident as to why by the time I fully explained my whole story. I further included pictures showing the time and date of the video screen shots showing the vehicle no longer in my parking lot after being towed to XXXX on Monday XXXX at approx XXXX that afternoon. I then was in clear communication with XXXX awaiting for tuesday XXXX just for the inspector to be present on duty to inspect the vehicle and once I was able to get affirmation as to the problems I was repeatedly told XXXX mechanics they would contact XXXX XXXX to explain the needed fixes and from that point on I kept calling day over day only to find out that they were still waiting for the GreenLight as they call it to even start the work once fully approved. I called XXXX that week before and was advised simply they would make sure it all gets across to XXXX as needed which at this time now as I write this I see that as clear over promise of a resolution to my escallated situation. Come around Wed. XXXX I was told by the mechanics it seems all is well and by thursday XXXX I called and was told by the other mechanic whom was telling me he wasnt sure what i was told and that he is still waiting on the green light now that they so far have communicated everything to XXXX XXXX. By this time the mechanic at XXXX told me \" so far thats all the problems, so far, that they are able to determine but man they sold you one heck of a Lemon '' which I have recorded video-audio of the XXXX mechanics stated to me that these problems shouldnt be occuring this early in the vehicles life and its a clear red flag for bigger and worse problems soon down the line and that the fix now would of been {$1400.00} out of my pocket if the Warantee was not covering it and to pretty much expect more major problems down the line which basically leads me to conclude in Carvana LLC selling this vehicle with these obvious unadvertised unaddressed and heavily neglected issues clearly there actions violated AZ Lemon Laws, Truth in Lending, Consumer Financial Protection Act, ECOA Equal Credit Opportunity Act, and have successfully crucified me and my family financially now and in the future now that I can firmly expect to experience bigger issues with no telling whether XXXX XXXX will cover all the needed repair costs, but the base principle beyond that point is this vehicle that obviously real mechanics can easily identify and acknowledge major problems with should of been fixed prior to listing for sale and or sold as a fully operational vehicle as it was advertised to be. Its also apparent that Carvana LLC never fully inspected this vehicle as advertised to of been XXXX nor cared to acknowledge the issues that were clearly existent to even non mechanics let alone the XXXX XXXX mechanics well before this vehicle was listed for sale. As mentioned before and now with the input of the XXXX XXXX mechanics taken into account its evident that I may be soon faced with loosing my jobs in the near future as result of their overt violations and actions, negligent care of, and lack of policy escallation guidelines and appropriate remedies thereof leaving me without reliable transportation which Carvana LLC heavily and falsly promotes with thier overpromised advertising of the HIGH quality of their products/vehicles and inspection standards. This is an overt impact I may incur soon enough resulting from expected major  breakdowns as clearly anticipated by XXXX mechanics for this very XXXX and the nature of the problems this early in life and their length of experience to back up such claims. Now in attempting to escalate this issue within Carvana LLC I only was able to obtain apology after apology and a slight 2 day extension to my return period whereas they refused to get me in touch with a manager repeatedly claiming to be senior representatives and they have the authority of managers when clearly they lacked the competency of such authority as shown in their lack of efforts in escalating my situation as needed. This taking place among my many communications via email, Social Media, and Call ins to support line representatives within Carvana LLC and additionally my call into XXXX XXXX encompassing the over promises of a full expeditious resolve of a problem that should of first and foremost never been a problem prior to advertising with intent to sale a product to the general public of consumers let alone the finalization of a sale with expressed knowledge of such issues. This substantiates itself seeing as how still to this very day I am left without a operable vehicle that is still in the shop without even having the work started after the shop having the vehicle for 7 days and with XXXX XXXX having plenty of room and personel to process the approval to give the XXXX shops mechanics the green light to start the work. Furthermore I later in the week on XXXX recieve a call from Carvana LLC Agents and on the same day at XXXX I recieve an email stating my 7 day return period is on its 6th day and almost expired. This poses a great deal of conflict, concern, and confusion as a result of how the online portal displays provided the two day extension timeline I thought which ended on XXXX. I then call back to carvana llc to see if they were possibly calling with an update to my apparently not escalated situation/complaint/issue only to find this out as to why they called to explain that my last day of my return period is here and then I further expressed my concern over the presiding issues and again only received apology after apology and further insult to injury saying that I can return the vehicle still for another. I then called XXXX XXXX back and followed up only to find nothing has again been updated or approved and I explained to them that im almost outside my grace period and was told they will follow up with XXXX XXXX yet again. Mind you this is a vehicle i truly never had a chance to drive beyond the test drive let alone the fact that its been sitting unfixed in the XXXX  shop for days waiting for the greenlight that since has still never been given. Now here we are on XX/XX/XXXX both XXXX Shop and XXXX XXXX have been closed since closing on Saturday XXXX and I have no follow up from anyone and still my vehicle has not recieved the formal approval as requested by XXXX days ago to start the repairs and my original return period and my 2 day extension has officially expired as shown in the screen shots and I now have been stuck with a broken disabled vehicle that Carvana LLC financed thru in house financing thru XXXX since day one. This leaves me no other choice as to follow thru with my formal complaint. If needed provided the lack of sufficient resolve per my expectations which will be to the fullest extent of the laws regulating such transactions then I will be left no choice but to follow thru with contacting my attorney to file a formal civil litigation law suit to pursue my claims in addition to the punitive damages incurred and soon to be incurred down the line as a result of Carvana LLC and its Affiliates overt actions and clear malicious  intentions. Me and my family are now left without a vehicle having to walk in excessive heat to handle my normal family obligations, or pay excessive tolls to take XXXX rides, and for many this would already have been a total loss of their job, or other heavy gravity consequences at that hands of Carvana LLC,  XXXX, XXXX XXXX, and their employees. As I have told Carvana LLC in many forms of communication apologies dont explain to a persons boss why an employee isnt reliably available and on time or able to hold their end of their own obligations because he cant get to work to fufill his responsibilities. I am left only to firmly believe and firmly can prove Carvana LLC in addition to its affiliates commited overt consumer fraud against me and in doing so severly violated Consumer Finacial Protection Act, UDAAP, Truth in Lending Act, ECOA, and AZ Lemon Laws blatantly  robbing me of my {$2900.00} Down Payment I paid and has posted as a debit to my account for such. Above all the vehicle is still unfixed in the shop and out of my posession to even fathom a return if I chose to do so, and still XXXX  has no formal approval from XXXX XXXX to Fix the Vehicle. Me and my family as I described to Carvana LLC shouldnt have to sacrifice our choice of vehicle  because they chose to DECEPTIVELY FALSIFY their advertisements and FAILED to fully address and fix the blatant issues I am having addressed in the mechanic shop now which again still havent been granted approval by XXXX XXXX to even start the repairs, and clearly shouldnt have been a problem in the first place before they list a product for sale as fully operable in all areas per their own inspection and details within the advertisement page online. I can only come to one conclusion from my experience, understanding of the presiding laws, and the nature of conduct/gravity of their violations","date_sent_to_company":"2020-08-31T09:32:44.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"85018","tags":null,"has_narrative":true,"complaint_id":"3822641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Carvana Group, LLC","date_received":"2020-08-31T07:08:19.000Z","state":"AZ","company_public_response":null,"sub_issue":"Fraudulent loan"},"highlight":{"complaint_what_happened":["Now in attempting to escalate this issue within Carvana LLC I only was able to obtain apology after apology and a slight 2 day extension to my return <em>period</em> whereas they refused to get me in touch with a <em>manager</em> repeatedly claiming to be senior <em>representatives</em> and they have the authority of <em>managers</em> when clearly they lacked the competency of such authority as shown in their lack of efforts in escalating my situation as needed."]},"sort":[5.854865,"3822641"]},{"_index":"complaint-public-v1","_id":"7869382","_score":4.937298,"_source":{"product":"Credit card","complaint_what_happened":"COMPLAINT AGAINST COMENITY CAPITAL BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PURCHASES\nSubmitted to CFPB on XXXX  \nThe account with Comenity Capital Bank was opened on XXXX XXXX XXXX by XXXX when I signed a contract to purchase into a XXXX XXXX XXXX. I thought I was purchasing one thing and received something totally different. It was a bait and switch by XXXX salespeople. I was deceived and misinformed as to what I was purchasing. My finances were exploited. It was XXXX XXXX with predatory sales practices by XXXX I did not find out the truth of what I purchased until much later. On XXXX XXXX XXXX, I called Comenity Capital Bank at XXXX XXXX. and was told to call back on XXXX XXXX when they would be open. I called at XXXX XXXX XXXX on XXXX XXXX and spoke to a Comenity Capital Bank representative named XXXX XXXX XXXX XXXX XXXX XXXX) and told her I wanted to file a fraud dispute case with Comenity Capital Bank in the amount of XXXX that was originally placed on a Comenity XXXX XXXX Credit Card by XXXX I asked her to assign a case number. I was told by XXXX that she could not assign a case number but that a legal team member would be contacting me in three days. The conversation ended at XXXX XXXX PST. No one ever called me back, but I did receive a letter dated XXXX XXXX  stating that they had received my claim and were researching it. I called again on XXXX XXXX XXXX XXXX XXXXXXXX and spoke with XXXXXXXX XXXX XXXX XXXX) and told her no one ever called me and that I had received a letter and wanted to send documentation supporting my claim. I asked her for an email address, a FAX number, or a link where I could upload information about the fraud dispute. She said none of these were available and that I had to mail any correspondence about my claim to the Billing Dispute Inquiry at Comenity Capital Bank to a different address than what was in the letter  a POB number with a different zip code. I sent a packet to them on XXXX XXXX at the address provided by US Mail with a required signature receipt to be sent to me XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have yet to receive a signed receipt acknowledging that they have received the package that included a statement of what happened, copies of emails and other documents. No one has contacted me since mailing the packet to them and still no case number has been assigned. I had asked the representatives if I needed to make payments while this was being investigated and I have not received a direct answer to this question. \nComenity Capital Bank has consistently made it very difficult to submit documentation to show fraud on the part of XXXX. In fact, I can no longer access my Comenity Capital Bank account on line - it has somehow been blocked. I have also told Comenity Capital Bank representatives that I submitted information to XXXX  regarding the deceptive practices of their salespeople. I have been complaining to XXXX employees soon after signing the contract, but not within their two-week grace period because they did not tell me that I only had two weeks to cancel the contract. Also, I thought everything they promised me would happen and I did not know at the time that they had scammed me and misrepresented what they had presented to me in the sales meeting. I did not even know about a department they have for complaints and was not told about this department until XXXX. I contacted the their Resolutions Department  XXXX XXXX  when I learned about the existence of this department. A representative assigned to me named XXXX XXXX called once and said to contact him anytime. Since that first call, he is not returning emails or phone calls even though the case has been escalated according to XXXX Resolution Department.\n\nDETAILED STATEMENT:\n\nMy husband and I came to the sales office on XXXX XXXX XXXXXXXX because we won a free one-week trip to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on a spin of a wheel that landed on the free trip. We once had a good experience listening to a Timeshare presentation by XXXX XXXX XXXX XXXX, but we also had a very bad experience with XXXX XXXX XXXX  We were very skeptical, but the name XXXX sounded like it could be legitimate. So, we made the appointment to come in and listen to the sales pitch to get our free trip. We viewed a film and then we were assigned to XXXX XXXX My husband wanted to leave, but I told him I was interested in hearing what the salespeople had to say. There was no interest at first in joining any kind of travel club. XXXX immediately began talking about how we could go to nice resorts or on cruises if we bought into a club membership. I told her we were not interested in resorts or cruises. She asked what interested us. I told her we like first-class train trips and were interested in business-class flights to Italy, as our daughter lives there, and we like to visit her at least once each year. I told her we just got back from XXXX XXXX XXXX  and that we were going to XXXX in XXXX. I told her we wanted to book the XXXX XXXX in XXXX for XXXX for our XXXX XXXX anniversary and my XXXX XXXX. She told us we could do all of this with a membership at great discount or for free using the credits that came with membership. \nI also told her we like bicycling, and it would be nice to be able to stay at nice hotels while biking in XXXX XXXX XXXX or along the coast. I mentioned that we liked biking over to XXXX XXXX and had thought about staying at the XXXX XXXX XXXXXXXX XXXX  She said we could stay at the XXXX XXXX XXXX per night. I was really astounded as the XXXXXXXX  is very expensive. I said back to her, I can stay overnight at the XXXX XXXX XXXX a night? She said, Yes. She said it was on a sliding scale and that we could stay multiple nights and even for a week for a little over XXXX. \nI then asked her about other places, like XXXX XXXX, where I do a lot of presentations, hikes, and research for books I write. I told her we lost our rental of 14 years and were looking at paying XXXX XXXX XXXX for motel stays in XXXX XXXX. She said the cost would also be XXXX  per night or with small increments for added nights. So, I got hooked on the promises of XXXX hotel stays anywhere, including XXXX I know what I have paid for hotels, and that really sounded like a deal. She said that I would be able to use credits for flights, train excursions, and hotel bookings. She said that membership would be for life, and we could pass membership down to our children. Then she invited in her sales manager XXXX XXXX  to join us at our table. XXXX immediately brought out a sheet explaining that membership costs XXXX but because we had come in, he could reduce the price. He mentioned a figure around XXXX, and I said way too much, and we were not interested. Then XXXX asked if XXXXXXXX was a XXXX and he said yes. He was a helicopter pilot in XXXX Then XXXX reduced the price to XXXX if we agreed to purchase a membership that day. XXXX wanted a copy of the sheet he wrote on, and XXXX made a copy for him. XXXX  then took the sheet and went to get a sandwich that they offered him and asked when we were going to leave. I told him I wanted to continue the discussion with the salespeople because I thought it might pencil out to be a good deal.\nI explained to XXXX XXXX XXXX that I could be interested. I shared with them that my husband has some XXXX  and I wanted to provide some good experiences for him while he could still enjoy them and remember them. I was still not committed because I really was not interested in paying interest on a large sum of money. That is when XXXX said that I would not have to pay interest because the cost could be put on credit cards that were interest free for six months. Then the balance could be transferred to another card so that I would have 18 months to pay off the purchase. XXXX said he would personally call me in XXXX and have the balance transferred so that it would be interest free. I was still not sure, and for over 5 hours they kept pressuring me while my poor husband just kept saying he wanted to leave. He was the smart one.\nIn a final summary statement I said, if I purchase this membership today for XXXX, I will get everything you promised: hotel stays at XXXX  per night at such places as the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX; business-class flights to Italy or elsewhere at either highly discounted prices from 45-65% off retail or for free by using credits; first-class train trips for much less than advertised retail or free by using credits; discounted car and motorhome rentals (I told them we had a trip planned to see the eclipse on XXXX XXXX and that we were thinking of renting a motorhome to drive to XXXX no interest on payment for 18 months; we could pass ownership to our daughter who would receive the yearly credits; and resort stays anywhere around the world, including our free XXXX XXXX. XXXX XXXX XXXX then said they would each give us some of their own credits to make sure our XXXX vacation was paid for by giving us XXXX  credits that would be posted to our account in XXXXXXXX (I found out later this was an outright lie as they did not give us any of their personal credits  the credits are bonus credits that were coming to us because we signed up). \nAfter more than five hours of haggling, we went into XXXX XXXX office. By that time another sales manager was in the deal: XXXX XXXX XXXX. As we went through the contract and as I asked questions, XXXX began to question if I really wanted to sign. XXXX had taken away the various sheets he had written on with the original price and the discounts on it. I asked him to give those back to me. He wouldnt, but he brought out another sheet and just wrote information about interest free payments. I have a copy of the original price he said we were getting that he had given to XXXX  that shows the price before all the discounts were added. The back of the sheet shows how points could be used for business-class flights and hotels. He also wrote that retail prices of other travel trips would be discounted 45-65% off retail prices if purchased through the XXXX XXXX XXXX. XXXX  continued to write on my copy after XXXXXXXX moved away from us. On my copy he wrote each new price before the next discount was added with each of the older prices lined out, leaving the final price I needed to pay for membership. I believe now that XXXX  did not want me to have that copy showing how he discounted every price to the final price. He probably would have picked up XXXX  copy, but he had forgotten about it because XXXX was at a separate table being fed sandwiches. \nI found XXXX copy much later in a file at home. This document describes what we were offered: we were purchasing a XXXX package that was the highest tier that was listed for about XXXX per credit that equals XXXX XXXX at the Platinum level that would provide everything promised, including hotel stays at XXXX per night. It was later that I learned in an email from XXXX XXXX XXXX XXXX XXXXthree months after signing the first and second contractthat the XXXX  is the amount per day to use XXXX XXXX and not the cost for a stay. The actual cost to stay in such places, like the XXXX XXXX XXXX XXXX XXXX XXXX would be XXXX XXXX  the cost of the room. I was totally deceived by all salespeople who were pushing me to sign the contract. I have several emails sent to salespeople reiterating and asking for confirmation that I would only pay XXXX per one night stay. They always confirmed verbally.\nWhen XXXX really questioned if I should sign because I was so unsure, I asked XXXX XXXX XXXX if everything that I was promised would happen, and they affirmed. So, I signed. I later discovered that I did not receive what was promised and presented, which was the Platinum tier at a great discount, but instead, I paid full price for the lowest tier that did not have enough credits to really use as I needed and did not include the personal choice needed to obtain business-class flights or specialized first-class train excursions, such as the XXXX XXXX   all the things that I was interested in that they said I would receive with the discounted membership.\nThe sales team knew that XXXX  and I were leaving shortly for an extended tour of XXXX. No one said anything about having only two weeks to cancel the contract after signing. When I came back from XXXX  and really had second thoughts about how I had been so highly pressured into signing, I called XXXX and asked her about canceling. She said I could not because I would have had to cancel within two weeks, and it was then after two weeks of signing the contract. She said I was stuck with the membership. \nI decided to be positive about the membership because I still believed I had everything that was promised to me and would be able to schedule the XXXX XXXX train trip through XXXX. I even told the sales representative at XXXX XXXXXXXX  that the trip would be booked through the XXXX  XXXX XXXX that I joined. I began telling friends that I would be able to stay iXXXX XXXX XXXX XXXX XXXX and better than that, I could reserve a couple of rooms at the XXXX XXXX  when folks were biking with us, and they could stay there also at the highly discounted price. I told my daughter in Italy that I would pay for flights for her and her husband through our credits to bring them here for XXXX and that we could rent a home or stay at XXXX XXXX XXXX XXXX  for several days over XXXX XXXX. My son-in-law then put in a request to his employer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  to grant him vacation time during the XXXX I believed everything the sales team promised me that they said was true. I had no reason at that time to think anything else except for an uneasy feeling about how they pressured me and hovered over me like a flock of vultures waiting for a meal. Once I signed, they were done with me. The care I was promised never came. They were off to find another victim. \nI now believe they looked at our age, heard me mention that my husband had XXXX XXXX sensed we had money and credit that they could access and thereby receive a sales commission, and they had assumed I was XXXX and gullible enough to be talked into buying a membership. Well, they were correct there. I stupidly believed and trusted what they presented to me. They made it look like a really good deal. But what they had me sign was not the XXXX package discounted. It was the lowest tier at full price. This was a total, unethical predatory sales scam, or XXXX  fraud, based on deception and false pretenses when they saw my vulnerability because of my concern about my husbands condition, my desire to visit our daughter yearly and provide XXXX  comfortable accommodations on flights, and my need to have a place to stay in XXXX XXXX that was affordable. \nIn signing this first contract, no one told me how my credit score would be affected. It dropped from excellent with over an XXXX score to good with a loss of about XXXX  points. I was also told to use the XXXX XXXX XXXX as much as possible to earn additional travel points, although I really did not understand what that entailed, as it was never explained. What I found out immediately was that I could not use the card at all because it was declined as XXXX  was placed on the XXXX  card when I signed the contract (I have separately filed a fraud claim with XXXX I immediately called XXXX  and asked what was going on. He said, just pay XXXX now and they will increase your credit limit so that you can use it. I called XXXX They said that they do not automatically increase credit. They said that there was nothing in the contract from XXXX that said I was promised a higher credit limit. It was also a card that needed to be paid off in six months or otherwise there would be charges of 25.24% interest on the unpaid balance. XXXX  said not to worry because the balance would be moved to another interest free account. I could see that this plan could become a real nightmare trap that could possibly lead to huge interest payments while my credit score would continue to drop. Again, I would have to trust a salesperson. Now I know I cant trust any of them because they are there to make a profit for themselves and will say anything to get the sale. Signing that first contract, I had to use my personal XXXX XXXX XXXX XXXX XXXX XXXX   a down payment. They put XXXX on the XXXX card and the balance of XXXXXXXX  on the Comenity Capital Bank cardthis is the amount I am disputing under a fraud claim with Comenity Capital Bank.\n\nTHE SCAM CONTINUED:\n\nI was talked into signing a second contract to upgrade in order to get what I was originally promised. This second complaint does not involve Comenity Capital Bank, which this complaint is about. However, if you need this information about the rest of this scam, it is upload below:","date_sent_to_company":"2023-11-17T12:11:50.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92020","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"7869382","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2023-11-17T11:39:52.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I have also told Comenity Capital Bank <em>representatives</em> that I submitted information to XXXX  regarding the deceptive practices of their salespeople. I have been complaining to XXXX employees soon after signing the contract, but not within their two-week grace <em>period</em> because they did not tell me that I only had two weeks to cancel the contract."]},"sort":[4.937298,"7869382"]},{"_index":"complaint-public-v1","_id":"8950891","_score":4.7350655,"_source":{"product":"Student loan","complaint_what_happened":"I was recently notified of the discharge of my federal loans related to XXXX on XX/XX/XXXX ( attached ), based on findings of gross school misconduct ( attached ), however, the approval seemingly does not cover private loans for the same school and period or make whole the funds paid to the private servicer Navient ( attached ). \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and all XXXX  schools are now permanently closed as part of XXXX XXXX ongoing litany of accreditation issues and lawsuits, XXXX 's predatory practices and exploitive partnerships with Sallie Mae / Navient and to whom I made all payments from XXXX. The impacts still reverberate and haunt me and my family to this day. My mom XXXX, has delayed retirement for fear of late-life financial harms being that she is the co-signer on ALL of the private loans and has been the payer on as many as were possible over the last 15 years. She carries immense guilt for her trusting the recruiters when we sat down with them in fall XXXX. Their misconducts were known publicly as early as XXXX ( one year after going into repayment ) when uncovered as a result of exhaustive investigations, depositions, and lawsuits and findingd presented in United States Senate HEALTH, EDUCATION, LABOR AND PENSIONS COMMITTEE For Profit Higher Education : The Failure to Safeguard the Federal Investment and Ensure Student Success in XXXX of XXXX. We have to date paid upwards of {$110000.00} on loans that were originally half, if that in the neighborhood of $ XXXX, at the time of borrowing - you can find the payments attached, downloaded directly from Navient 's site on the life of the loans to affirm this fact and .xls spreadsheets that provide greater detail, but XXXX  clarity on the silent killer that is the *capitalized* interest. I have thrown huge sums and even windfalls that would have been circumstance changing at these debts over the years- $ XXXX, $ XXXX, XXXX, XXXX, XXXX and XXXX payments where I could to chop at the interest accruing balance. It's all there in the records attached. \n\nEvidence of all of these acts can be be found in the Senate Committee On Health Education and Labor report on higher education, in the Testimony of XXXX XXXX XXXX. Truly, in reading this report - I was first shocked, then saddened, then angered - because of the time lost, the mental, emotional, and most harmful - financial cost. Worst even, that cost did not just fall on me. As youth hoping to outrun college completion statistics, my family was completely invested in providing the only manner of support they could, which was not liquid cash but more XXXX-pushed loans. 3 generations of my family have poured into XXXX XXXXNavient/Sallie Mae . My grand parents ( grandfather a Korean War veteran and in his latter years a tailor at XXXX XXXX, my grandmother a XXXX XXXX XXXX ), my mother- a XXXX XXXX  who at the time wholly believed in the virtues of higher education and the implied integrity of school staff and officials, and myself- XXXX at the time informed but unaware of the coy and explicit ways in which I was being manipulated into a financial yoke that would haunt me year, after year, after year, after year to follow. That school is now shuttered as listed on their closed school information page - as it should be- though it has taken harm to many people for that to happen. XXXX XXXX XXXX  Much of this was brought to bear primarily due to misrepresentation of cost and transferability of credits and later exacerbated by predatory lending, mismanagement of my account loan accounts, and self-serving allocations of payments made by Sallie Mae and Navient XXXX My original intention when I met with XXXX admissions recruiters in Fall of XXXX was that I would attend my first year or so as a cost-saving measure until I could transfer to my primary choice to which I was accepted w/o financial aid - XXXX XXXX XXXX XXXX XXXX - where my family is from and most resided at the time- but have incurred out of state tuition fees I couldn't afford due to having applied from XXXX  The recruiter harped repeatedly on their lack of out-of-state costs and the savings available and provided many assurances of transferability of credits both into and out of the institution, which I later uncovered to be an outright lie. She made no mention of the ongoing accreditation issues XXXX and XXXX XXXX XXXXXXXX was facing that would make transfer prohibitive if not remedied. This misrepresentation ultimately resulted in an inability to continue due to mounting costs and inability to transfer ( which would have saved me and my family money after establishing 1 year of residency ). Meaning I would have to stay, pay, and attempt to finish despite cost at XXXX XXXX XXXX XXXX XXXX -- XXXX. It eventually became unsustainable. Once into repayment I was constantly hounded despite the school not making good on its job placement promises and artificially inflated placement numbers. Sallie Mae and Navient representatives called me and my mom, and grandparents tirelessly but failed to provide proper information on my options, leading to non-beneficial amounts being paid by all of us, and at other times when it couldn't be paid, putting me and the loans into extremely costly forbearances that I would later learn had capitalized into principle. Insuring more cost and higher interest. Navient is named as an active and willing participant in practices that were found to be profoundly unethical and predatory and their harm was docuemnted in the Navient AG Multi-State Settlement. \n\n\nBELOW ARE A LIST OF DETAILED INTERACTIONS WITH AI AND THE ILLINOIS INSTITUTE OF ART BY PREDATORY TACTIC : Pressured were aggressive and deceptive- recruiter pressured and played on my feelings of failure and stagnation that I had revealed during my initial sit-down- I was consistently pressured to apply for financial aid but never informed that I could decline the acceptance of the awarded aid Misrepresented - cost, employability, completion and job placements- They reiterated these talking points time and again ; first in our sit down chat in the ai admin offices, then again in their printed promotional materials, and again online and in subsequent phone and email communications- Substantially misrepresented true cost ( that while the first year would indeed be slightly less expensive than my other option, tuition would stay the same and even increase in subsequent years, making it categorically far more expensive than my other option ) but they touted post grad job placement which my other option did not - They aggressively pushed federal student loans as an option when I was hesitant and then played on my moms concerns, pushing her into parent plus loans with cost and interest that in her then state of employment were far beyond her means. \n- I was very clear that though I had read the disorganized array of loan materials they shared, I wasnt all the way clear on implications and very earnestly stated I was reliant on their expertise and their stated care for student outcomes - When I said I wanted to circle back so that I could talk with my mom or other trusted sources who had taken loans themselves, I was discouraged and roped into longer and guilty-laden conversation - They also assured me that previous credits earned at XXXX XXXX XXXX XXXX would transfer, which I also reasonably expected because they were basic first year general studies courses- they did not. And of course this incurred more cost- Beyond that the recruiters and student counselors routinely made substantially misleading statements to me with regard to transferability of credits post AI. Since I made it clear that I wanted to attend for my first possibly second year, then transfer to my school of choice. \n- However, after some time and research as that date neared, I found that my credits did not indeed transfer to XXXX and that I had to either lose my credits earned in the prior 18 mos or stay and complete my education at XXXX. The counselor at the time harped heavily on guilt and fear of failure - reminding me of the time I had already lost in my previous transfer from out of state. In hindsight, I felt this was coercive and deliberate to keep me enrolled as evidenced in the attached affidavit and Senate committee report.\n\n- I stayed, however, this resulted in my first of many depressive episodes that precipitated a steep decline in my grades, a sense of hopelessness and loss that at 20 was indescribable and masked by heightened emotions and youth. \n- They also misrepresented data on their post graduation successful placement rate stating it was very high, where later litigation in fact shows total knowledge of these falsehoods and well as encouragement by managers to obfuscate the true numbers in favor of increasing enrollment in a sales type manor. More concerned with admission and enrollment than educational outcome- The school operated both a gallery and a restaurant called XXXX XXXX ( later changed to XXXX )- where they employed programmed students and counted them in their placements and employment stats ( page 4 of the attached doc ) Omitted - true statistics on student rates of completion, as well as, true cost ( that while the first year would indeed be slightly less expensive than my other option, tuition would stay the same and even increase in subsequent years, making it categorically far more expensive than my other option ) but they touted post grad job placement which my other option did not There was never any mention of potential or ongoing accreditation issues at that campus or any of its sister campus and institutions this would have immediately raised a red flag - When XX/XX/XXXX - How it impacted my decision to attend and take out financial aid - The detriment I suffered is that I never completed my education - having to withdraw due to cost and poor performance related to having to work so much to supplement cost and it haunts me to this day, impacts my confidence because Im plagued by XXXX XXXX  I took a series of whatever I could get jobs, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I quit without safetynet or options. Each taking me further from completing my education and reaching my professional goals.","date_sent_to_company":"2024-05-07T22:59:15.000Z","issue":"Getting a loan","sub_product":"Private student loan","zip_code":"90016","tags":null,"has_narrative":true,"complaint_id":"8950891","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2024-05-07T20:46:02.000Z","state":"CA","company_public_response":null,"sub_issue":"High pressure sales tactics or recruiting"},"highlight":{"complaint_what_happened":["I was recently notified of the discharge of my federal loans related to XXXX on XX/XX/XXXX ( attached ), based on findings of gross school misconduct ( attached ), however, the approval seemingly does not cover private loans for the same school and <em>period</em> or make whole the funds paid to the private servicer Navient ( attached 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