{"took":612,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":6,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"20110238","_score":26.023792,"_source":{"product":"Checking or savings account","complaint_what_happened":"CFPB Complaint Draft Failure to Explain Fraud Investigation Process Subject : Wells Fargo failed to explain what their fraud investigation entails, what evidence is reviewed, or what the customer should expect. \n\nDetails : At no point during my fraud dispute did Wells Fargo explain what their fraud investigation process includes or what evidence they typically review. I was not informed of : what steps a fraud investigation involves what evidence Wells Fargo normally examines what information I was expected to provide what timelines apply what rights I had during the investigation what Wells Fargos obligations were Instead, I was left to figure out the entire process on my own. Representatives provided scripted statements, inconsistent information, and no meaningful guidance. I repeatedly asked what evidence would be reviewed, whether the ATM deposit would be examined, and whether the receiving account would be investigated. I was never given clear answers. \n\nThis lack of explanation directly contributed to Wells Fargos inaccurate determinations. For example, the bank never reviewed the ATM deposit I made on XX/XX/XXXX, never investigated the Wells Fargoopened account that received the stolen funds, and never fulfilled the judgesigned warrant issued to them. Had Wells Fargo explained their process, I would have known immediately that these steps were being skipped. \n\nImpact : The failure to explain the investigation process caused confusion, delays, and prevented me from understanding what information Wells Fargo needed. It also prevented me from identifying early on that key evidence was not being reviewed. This omission contributed to repeated inaccurate determinations and ongoing harm.","date_sent_to_company":"2026-03-09T22:50:48.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"82009","tags":null,"has_narrative":true,"complaint_id":"20110238","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-09T22:46:49.000Z","state":"WY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Had Wells Fargo explained their <em>process</em>, I would have known immediately that these steps were being skipped. \n\nImpact : The failure to explain the <em>investigation</em> <em>process</em> <em>caused</em> <em>confusion</em>, <em>delays</em>, and <em>prevented</em> me from <em>understanding</em> what information Wells Fargo needed. It also <em>prevented</em> me from identifying early on that key evidence was not being reviewed. This omission contributed to repeated inaccurate determinations and ongoing harm."]},"sort":[26.023792,"20110238"]},{"_index":"complaint-public-v1","_id":"10345469","_score":15.097776,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to file a formal complaint against SoFi Bank ( SoFi ) concerning misleading advertising practices, inconsistent treatment of money order deposits, and inadequate disclosure of material information. SoFi advertises that it accepts money orders, but in practice, their sole deposit methodmobile depositoften prohibits the acceptance of most money orders. This discrepancy has caused me significant inconvenience and confusion, and I believe it reflects unfair and deceptive practices that violate consumer protection laws. \n\nOn XX/XX/year>, I successfully deposited a money order from XXXX XXXX marked Mobile Deposit Prohibited using SoFis mobile deposit feature. This acceptance reinforced my understanding, based on SoFis advertising, that all money orders were acceptable for deposit through their platform. However, on XX/XX/year>, I attempted to deposit a functionally identical money order from XXXX XXXX, also marked Mobile Deposit Prohibited. SoFi refused to accept this deposit, citing the restriction as the reason ( their reason through email differs as provided ), despite having accepted the same type of money order previously. At no point did SoFi communicate any changes to their deposit policies or provide notice that money orders with such markings would no longer be accepted. \n\nThis inconsistent policy enforcement suggests negligence in internal controls and a disregard for transparent communication with customers. It undermines consumer trust and can be indicative of broader compliance issues within the institution. The confusion and inconvenience caused by accepting one money order and rejecting another identical one have been significant. \n\nSoFis official communications and marketing materials explicitly state that they accept money orders for deposit. There is no mention of limitations or exceptions related to money orders marked Mobile Deposit Prohibited. ( XXXX XXXX XXXXSoFi-XXXX ) This omission is material, as it affects a consumers ability to use the advertised services effectively. By failing to disclose that their only deposit method is incompatible with most money orders, SoFi is omitting critical information that would influence a consumers decision to use their services. Such omissions are considered deceptive under UDAAP guidelines, as they prevent consumers from making informed decisions. Consumers are led to believe they can deposit all money orders through SoFis platform, but the reality is that many money orders can not be deposited due to SoFis exclusive reliance on mobile deposit. \n\nSoFi only offers mobile deposit for checks and money orders, with no physical branches or mail-in options. Despite advertising acceptance of money orders, SoFis deposit methods effectively prevent a significant portion of money orders from being deposited. This in my opinion constitutes a denial of the advertised service and can be seen as a form of bait-and-switch tactic further supported by their inconsistent actions. Furthermore, SoFi does not provide or suggest any alternative methods for depositing these money orders, leaving consumers without viable options after they have committed to using SoFis services. \n\nThe inability to deposit the money order has caused a delay in accessing funds, which were needed for time-sensitive financial obligations. Seeking alternative methods to deposit or cash the money order will incur additional fees, representing an unanticipated cost directly resulting from SoFis practices. The confusion and frustration caused by the inconsistent acceptance and lack of clear communication have led to unnecessary stress, eroding the trust I placed in SoFi as a financial institution. Time spent attempting to resolve this issue with SoFis customer service, researching alternatives, and drafting this complaint represents a loss of personal time and productivity. \n\nI believe SoFis actions violate UDAAP regulations in several ways. Under unfair practices, SoFis failure to disclose significant limitations on money order deposits places consumers at an unavoidable disadvantage, as they can not reasonably avoid the harm caused by these undisclosed restrictions. Regarding deceptive practices, the misleading advertising suggests that all money orders are accepted, which is not the case. The omission of critical information about deposit limitations is likely to mislead a reasonable consumer. The inconsistent acceptance of identical money orders indicates a lack of proper internal controls and staff training, reflecting negligence in policy enforcement. Such negligence can lead to broader compliance issues and reflects poorly on SoFis commitment to regulatory obligations. \n\nBy advertising services and then failing to provide them without adequate notice or justification, SoFi may be in breach of the implied duty of good faith and fair dealing inherent in consumer contracts. Financial institutions have a responsibility to act transparently and prioritize the consumers needs. SoFis practices place their convenience over consumer rights and access to funds. \n\nI respectfully request that the CFPB conducts a thorough investigation into SoFis advertising practices, policy disclosures, and compliance with consumer protection laws. SoFi should be required to clearly and prominently disclose any limitations on money order deposits in all advertising materials, customer communications, and at the point of transaction. I encourage SoFi to provide alternative means for depositing money orders that can not be processed via mobile deposit, such as mail-in deposits or partnerships with physical locations, to fulfill their advertised services. Additionally, I seek compensation for any financial losses incurred due to SoFis practices, including fees from alternative deposit methods and any consequential damages. It would also be beneficial for SoFi to review and enhance their internal policies, staff training, and compliance programs to prevent future occurrences of similar issues. \n\nEnclosed are copies of both money orders to demonstrate their identical nature and markings. Additionally, I am providing records of communications with SoFi customer service representatives, including dates, times, and summaries of discussions. Any receipts or statements showing additional fees incurred due to seeking alternative deposit methods are also attached. \n\nSoFis misleading advertising, inconsistent policy enforcement, and failure to disclose material information have directly impacted me and potentially many other consumers. Their practices not only violate UDAAP regulations but also undermine the trust and integrity expected of financial institutions. I believe SoFi should be held accountable for their actions and required to implement corrective measures to prevent further consumer harm. \n\nThank you for your attention to this serious matter. I look forward to your prompt response and resolution of this issue.","date_sent_to_company":"2024-10-04T22:38:16.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"29708","tags":null,"has_narrative":true,"complaint_id":"10345469","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2024-10-04T22:01:03.000Z","state":"SC","company_public_response":null,"sub_issue":"Cashing a check"},"highlight":{"complaint_what_happened":["This discrepancy has <em>caused</em> me significant inconvenience and <em>confusion</em>, and I believe it reflects unfair and deceptive practices that violate consumer protection laws. \n\nOn XX/XX/year>, I successfully deposited a money order from XXXX XXXX marked Mobile Deposit Prohibited using SoFis mobile deposit feature. This acceptance reinforced my <em>understanding</em>, based on SoFis advertising, that all money orders were acceptable for deposit through their platform."]},"sort":[15.097776,"10345469"]},{"_index":"complaint-public-v1","_id":"13962887","_score":11.278055,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XX/XX/XXXX To Whom It May Concern, I submitted a CFPB claim for fraudulent charges and the company provided a false response that they investigated the claim without providing any proof. I am confident that they failed to even file a chargeback or investigate the claim and believe I have sufficient evidence of their failure to comply with legal obligations. Therefore, since the case should be reopened due to their failure to investigate and provide details, I am resubmitting this formal complaint regarding Robinhood Credit Inc ( RCT ) s mishandling of unauthorized transactions on my credit account and what I believe to be subsequent retaliatory treatment. \n\nOn XX/XX/XXXX, I submitted a dispute to Robinhood Credit Inc ( RCT ) regarding XXXX fraudulent transactions totaling {$5400.00} charged to my Robinhood Gold Credit Card account ending in XXXX. These transactions were made without my knowledge, authorization, or consent and occurred in foreign locations where I was not present and have never previously traveled to. The details are as follows : {$1100.00} XXXX XXXX XXXX : XX/XX/XXXX, at XXXX XXXX  Location : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX  XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$1100.00} XXXX XXXX XXXX : XX/XX/XXXX, at XXXXXXXX XXXX Location : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX Category XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX {$350.00} XXXX XXXX : XX/XX/XXXX, at XXXX XXXX  Location : XXXX, XXXX XXXX  : XXXX  XXXX Card XXXX XXXX XXXX XXXX XXXX XXXXXXXX {$55.00} XXXX XXXX XXXX XXXX : XX/XX/XXXX, at XXXX XXXX  Location : XXXX, XXXX Category : XXXX  XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXXXXXX {$2700.00} XXXX  XXXX  Date/Time : XX/XX/XXXX, XXXX Location : Unknown Category : XXXX XXXX XXXX XXXX XXXX XXXX  : XXXX XXXX XXXX XXXX XXXX I have no ties to these merchants or regions and received no goods or services from them. I acted promptly by reporting these as unauthorized merchant charges under the appropriate dispute resolution procedures provided by Robinhood Credit Inc.\n\nHowever, Robinhood Credit Inc ( RCT ) denied my dispute via written communication ( Claim ID : XXXX ) after only XXXX exact business days, stating that they were unable to substantiate that the escalated transactions were fraudulent. According to their notice : Hello XXXX, Unfortunately, we were unable to substantiate that the escalated transactions were fraudulent. As a result of our investigation, you are held responsible for the charges in question. The following information was relied upon to come to this decision. \n\nTransaction history App activity Device data Delay between awareness of activity and reporting it unauthorized No attempted transactions after card was locked Suspicious account activity Please refer to the email you received from Robinhood titled Your Fraud Claim Has Been Denied for more information regarding your financial obligation. \n\nBest, The Robinhood Credit Team To address their vague reasons line by line : - There were no further attempted transactions after several were denied by the card issuer. Therefore, the card issuer, Robinhood Credit Inc ( RCT ), was suspicious of the charges. Once they began to be denied, the thief who was using it probably thought it had been turned off and discarded of the card information. \n- Device data will show I did not authorize any charges for these amounts by these merchants. \n- Device data shows I was in Oklahoma the entire time and never did I travel to any of the places where the charges were made. I never traveled to XXXX or XXXX. \n- One of the companies who placed a charge, XXXX XXXX XXXX, shows that it incorporated on XX/XX/XXXX, but it dissolved on XX/XX/XXXX. These charges were in XXXX meaning that a dissolved company placed a charge on my card. Despite the company being dissolved, Robinhood refuses to remove the charge or provide a detailed explanation of why they will not remove the fraudulent charge. \n- The delay between awareness and reporting it is due to the need to handle other matters that arise in life. I am assisting my father as he XXXX  XXXX XXXX  and only check my card statement periodically which is when I noticed the fraudulent charges. \n- The only suspicious activity was the foreign transactions that I did not make. \n\nA typical fraud claim takes 30 to 45 days to be investigated ; however, Robinhood Credit Inc ( RCT ) only spent 2 days on their investigation. A thorough investigation would have taken longer than two business days as evident by the industry standard of 30 to 45 days. I am confident that the charges are fraudulent, and that Robinhood Credit Inc ( RCT ) came to a false conclusion due to their lack of investigation. Therefore, upon receiving the denial, I promptly asked Robinhood Credit Inc ( RCT ) to clarify their vague reasoning by providing specific information on why the fraud claim was denied. However, instead of providing clarification, they provided circular explanation which did not help resolve any of the confusion. Specifically, they referred me to an email titled Your Fraud Claim Has Been Denied, which reads : Hello XXXX, Thank you for sharing your concerns and providing feedback. We appreciate your perspective and have carefully considered your points. However, after a thorough review, we stand by our decision regarding your dispute. \n\nWe understand that this may not be the resolution you were hoping for, and we regret any inconvenience this may have caused. Our aim is to provide the best possible service, and we appreciate your understanding. \n\nWith this in mind, we now consider this matter closed. If you have any further questions or concerns unrelated to this matter, please feel free to reach out, and we will do our best to assist you. \n\nThank you for your understanding and cooperation. \n\nBest, The Robinhood Credit Team Clearly this is further vague language that does not help clarify the situation. Instead, Robinhood Credit Inc ( RCT ) provided circular definitions that further confused the situation. Despite this vague language, Robinhood Credit Inc ( RCT ) failed to provide any documentation, merchant evidence, or proof that I authorized the transactions. To my knowledge, no chargeback was ever initiated, and no effort was made to contact the merchants to verify the legitimacy of these purchases. This is a clear violation of Regulation Z under the Truth in Lending Act, which outlines a creditors obligations to fully investigate billing errors and resolve disputes fairly. \n\nAdditionally, after receiving the denial, I reached out to Robinhood Credit Inc ( RCT ) to request that the dispute be reasserted. They did not address my concern of reasserting the claim and told me to refer to the email Your Fraud Claim Has Been Denied email that they had sent ; again, sending me in a circular path that did not clarify the situation. However, as shown above, the email was vague and did not provide any evidence to proof that I made the transactions. They even said they can not share investigation details which further indicates Robinhood Credit Inc ( RCT ) s unwillingness to engage in a meaningful resolution of the issue, reinforcing the lack of transparency and accountability in their dispute process. Following the denial of my claim, I experienced a sudden downgrade in service. My card was declined on numerous occasions despite the fact it was not locked. I reached out to support and they assured me it should work for in-store purchases despite the fact it was being denied saying : Thanks for letting us know and apologies for any confusion caused. Rest assured that your card is currently available for in-store use.\n\nThis issue only occurred only after I exercised my consumer rights, and this constitutes retaliatory behavior and potentially violates UDAAP standards ( Unfair, Deceptive, or Abusive Acts or Practices ). Furthermore, when I told Robinhood that I wanted my dispute reasserted because I disagreed with their findings due their failure to properly investigate ; they ignored my request to reassert the dispute, and instead threatened me by saying that they would report my disagreement with them to XXXX credit-bureaus which is further proof of retaliation. Their threat to report the disagreement to the credit bureaus has been attached to this letter in the appendix. This is not an isolated incident. Robinhood has faced previous scrutiny and regulatory enforcement actions, including a {$3.00} XXXX restitution order from FINRA, {$70.00} XXXX penalty, and class action lawsuits including a {$20.00} XXXX settlement. Additionally, there have been many CFPB cases filed against them including file number XXXX which mentions severe fraudulent activity on a consumer account that Robinhood was aware of but faults to take action to assist the consumer. Additionally, another complaint with file number XXXX indicates a client had to file multiple complaints to which Robinhood refused to resolve and that there is no phone support for Robinhood. These administrative proceedings indicate that Robinhood repeatedly fails to properly investigate claims forming a pattern of non-compliance. My experience appears consistent with a larger pattern of noncompliance, insufficient consumer protection, and mistreatment following valid disputes. This reinforces my belief that their actions towards medenying my rightful dispute, failing to investigate properly, and retaliating against meare part of a broader issue of discriminatory and unfair business practices that have affected not only me but potentially other customers as well. I respectfully request that the Consumer Financial Protection Bureau : Investigate Robinhoods handling of this dispute, including whether they followed Regulation Z procedures under the Truth in Lending Act ; Compel Robinhood to refund the full disputed amount of {$5400.00} ; Determine whether the declined in-person and online charges following the dispute constitutes retaliatory and discriminatory treatment in violation of consumer protection laws ; Examine Robinhoods broader practices in dispute resolution and customer service to prevent future harm to consumers. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-06-08T04:00:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"73072","tags":null,"has_narrative":true,"complaint_id":"13962887","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2025-06-08T03:41:16.000Z","state":"OK","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["resolution and customer service to <em>prevent</em> future harm to consumers."]},"sort":[11.278055,"13962887"]},{"_index":"complaint-public-v1","_id":"4158001","_score":4.851386,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Dear CFPB, The following correspondence is an email from me to Coinbase regarding CFPB complaints # XXXX and XXXX which were unsatisfactorily resolved. The emails I received from Coinbase, and to which I responded to, today are included below. I believe the response you received from Coinbase was incomplete and untruthful. Please be patient when reading the text as it my verbatim response to Coinbase 's earlier email to me today, and ends with my response. So, it may appear to be in reverse order. I copied and pasted the emails in the order they were sent and received.\n\nThe bank reversed the transaction because you or someone else unknown to me attempted to transfer money to Coinbase using my account, and I noticed an unauthorized transfer request from my account ( and other accounts we hold at other institutions ) before it could be completed, and cancelled it. The other institutions, as well as you, have always in the past, reviewed these requested transactions, pended them for review, and notified me that a request for transfer was made. And, requested authorization before removing funds from my account. You neither notified me of this unauthorized transaction or sent me an email to verify. Instead, against your own established procedure for my account, you bought bitcoin on your own, without following the usual and sensible step of even seeing if there was money in my account. This error is on you. The other institutions were responsible and followed procedure. \n\nIn addition to the above, immediately before I instructed you to lock my account and correct this error, see your email from you on XXXX ( Hi XXXX XXXX, We received your request to disable sign in to your Coinbase account. At this time, we have signed out all sessions for your account, disabled any new sign-ins, revoked API access, and cancelled any recurring payments that were configured. This is a security precaution for when you believe unauthorized access or activity has occurred. ). You then instructed me to take a number of steps to create new account with different passwords, etc. and inferred in the previous email that fraudulent activity or any activity on this account was canceled and would be prevented. See your email from XXXX ( Hello XXXX, Thank you for contacting Coinbase and providing us with information regarding your issue. We appreciate your patience while we work through a high volume of support tickets. \nBefore we can restore access to your account, we need you to confirm that you have taken the following security precautions : 1 ) Scan your devices with anti-virus software and ensure that your devices operating systems are up to date. \n2 ) Reset your emails password to something that is long, random, and unique to your email account. You should also enable 2-step verification if you have not already done so. Additionally, please check for any unfamiliar rules, filters, forwarding addresses, or recovery emails.\n\n3 ) Reset the password to your Coinbase account here : XXXX XXXX Please be sure to create a password that is long, random, and unique to your Coinbase account. Do not reuse the same password across multiple online accounts. ( Please note : password resets can be completed regardless of the account being disabled. This step does not unlock the account automatically. ) 4 ) Contact your mobile service provider to inquire about security measures you can enable on your mobile account to prevent unauthorized changes such as a SIM swap or phone port. \n\nFor additional guidance on securing your online accounts, please reference this help center article : XXXX XXXX XXXX We will keep your account disabled until you are certain your mobile number, devices, and online accounts are secure. Please reply back to this email when you are ready to restore access to your account. If you no longer have access to your mobile device or original phone number, please let us know so that we can assist you with additional steps for account recovery. Please note that all digital currency transactions are irreversible. Coinbase has no way of reversing transactions confirmed on the blockchain network from your Coinbase account. \n\nIf you have any additional questions, please include them in your reply. Thank you for your cooperation and understanding. \n\nKind regards, Coinbase Support After I took all of the steps you required and asked that my account be restored a new account with new passwords and different two-factor authorization it appears that you transferred all of the fraudulent activity to my new, secure, account! You sent me this email on XXXX ( Hi XXXX XXXX, You've initiated account recovery on Coinbaseno further action is needed. This process generally takes 72 hours, and we'll notify you when account recovery is complete. Please note, the account recovery process will also reset your two-step verification. Important : If you believe your account activity is unauthorized, you can disable sign-in for your account ) Then you sent me this on XXXX, after you told me that the fraudulent activity on my account would be prevented ( The {$5000.00} buy you made on XX/XX/XXXX is now available to withdraw or send. Please login to view your total available balance. \nView Accounts Dont recognize this buy? Contact customer support. Please include your buy reference number, XXXX. Read more about available balances in our support center. ). Then, on XXXX you sent me this ( Suspicious activity detected on your Coinbase account Hi XXXX XXXX, Due to suspicious activity on your account, we have increased the holding time before you can withdraw your funds by 9 business days. This is meant to protect you against fraud by ensuring that you authorized this purchase. No action is required on your part. If you believe this is in error, please contact us by visiting https : //support.coinbase.com ). I immediately responded with the following email on XXXX XXXX Good Afternoon. \nOn XX/XX/XXXX through the XXXX my bank account and coinbase account were hacked and resulted in numerous fraudulent transactions in both accounts. You will be hearing from my bank to resolve this. \n\nXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX XXXX CONFIDENTIALITY NOTICE : This transmission and the materials enclosed/attached are private and confidential and are the property of the sender. The information contained is priviledged and confidential. You are advised that any unauthorized disclosure, copying, distribution, or taking any action in reliance on the contents of this information, without additional, express written permission of the sender, is strictly prohibited. ) Despite your assurances that everything was locked and no transactions could go through my account, and my following all of your instructions to secure and create a new account, you then began sending me emails saying I bought {$9000.00} Bitcoin. I logged into my account and noticed it on XXXX and instructed you to immediately lock my account, which you said you did, but I then logged in to my account and noticed that you transferred etherium to my bitcoin account and began frantically sending out to numerous places. And after going through going through all of this for weeks, and receiving erroneous emails from you saying things like the funds from your {$5000.00} buy are now available to you, and my efforts to notify you of all of the unauthorized activity and YOUR mistakes, now you have liquidated my account and are now demanding more money? Considering all of my efforts and the facts I presented, this whole episode should fall under the insurance policy on my account as none of the harm done was due to any action on my part, and was due to negligence on your part in handling the fraudulent transactions that occurred. I ask that you and your insurance make me whole. This may not be a lot of money to you, but was nearly all of the money I had to pay for the rest of my school program. \n\nAlso, I am again requesting that you send me a printout of ALL transactions and ALL activity which occurred between XX/XX/XXXX and XX/XX/XXXX ( or later if there was any activity in my account after XXXX ) for my review, as I can not access my account records, and printouts showing what I described above and that were sent to the CFPB. Please let me know when you will comply with my request. \n\nSincerely, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX XXXX CONFIDENTIALITY NOTICE : This transmission and the materials enclosed/attached are private and confidential and are the property of the sender. The information contained is priviledged and confidential. You are advised that any unauthorized disclosure, copying, distribution, or taking any action in reliance on the contents of this information, without additional, express written permission of the sender, is strictly prohibited. \n\n\n\nFrom : Coinbase Support XXXX Sent : Monday, XX/XX/XXXX XXXXXXXX XXXX  To : XXXX Subject : [ Reply ] Case # XXXX - Fraudulent charge Hello XXXX, Thank you for your patience. \n\nReversed transactions from your bank lead to a balance owed because we've credited your Coinbase Digital Wallet and have not received successful payment. When your bank reverses a transaction, we're required to recover funds from your account. \n\nConsequently, Coinbase can not provide a credit or refund of fiat or crypto for steps necessary to resolve the negative balance on your Coinbase account. Customers are responsible for ensuring that the details of the transaction are correct, and that their payment methods have funds available prior to confirming a purchase. \n\nAs previously mentioned, you currently have an owed balance of {$2500.00} which you will need to pay before you are able to use your Coinbase account. Per our user agreement, you are fully responsible for any transfer you initiate on your Coinbase account.\n\nPlease select your desired external payment method or use the digital/fiat currency that was credited to your Coinbase wallet. You can select a payment method using this link : XXXX XXXX XXXX After you deposit funds into your Coinbase account, our system will automatically reclaim the owed amount. If you would like to deposit digital currency, you can find your crypto addresses here XXXX XXXX XXXX We hope this clears up any confusion. If you are unsure about the reason your bank reversed the charge, please contact them for further explanation and to find out what is needed to avoid this situation in the future. \n\nKind Regards, Coinbase Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : [ XXXX XXXX Sent : XX/XX/XXXX XXXXXXXX XXXX  To : XXXX Cc : XXXX Subject : RE : [ Reply ] Case # XXXX - Fraudulent charge See my response from earlier today. BTW, I do not have a Coinbase app on any other device, so what are you talking about. \n\nXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX XXXX CONFIDENTIALITY NOTICE : This transmission and the materials enclosed/attached are private and confidential and are the property of the sender. The information contained is priviledged and confidential. You are advised that any unauthorized disclosure, copying, distribution, or taking any action in reliance on the contents of this information, without additional, express written permission of the sender, is strictly prohibited. \n\n\n\nFrom : Coinbase Support XXXX Sent : Wednesday, XX/XX/XXXX XXXXXXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Fraudulent charge Hi XXXX, Thanks for your follow up. \n\nThe first correspondence Coinbase received was case XXXX on XX/XX/XXXX. You disabled your account automatically on XX/XX/XXXX however the reported fraudulent transactions occurred on XX/XX/XXXX, which is 2 days before your account was disabled. \n\nAs advised in our previous correspondence, the activity on XXXX was from an established XXXX XXXX  device that has been on the account since XXXX, using the XXXX address XXXX, XXXX, IL. This XXXX address has been used on your account from XXXX up until XXXX. \n\nThis XXXX address, as well as several others showing the geolocation as XXXX, IL, is consistent with your account history. As a result, we have no reason to distrust this activity. \n\nCoinbase users may have multiple sessions signed in on different devices if they choose to be kept signed in during log in. This will put their account at risk if a person with malicious intentions gets a hold of the users device, or sign in with the users credentials confirming a new device. As part of our investigation process, Coinbase signs out of all sessions and revokes devices which is why you are asked to reauthorize a device or new location. \n\nSometimes you may also be asked to reauthorize a device that you have previously authorized, which usually happens when you clear your internet cache/cookies, your IP address changes or you are using a different web browser. If this happens, you will need to reauthorize the device by clicking a device verification link in an email that was sent to you. \n\nTo fix that, try the following : 1. Sign into your Coinbase account, visit your \" Activity '' page and log out of all web sessions by clicking Sign out all other sessions - on the same page, visit the \" Mobile Applications '' section and revoke access to all instances of your phone or mobile device XXXX XXXX XXXX XXXX 2. Sign out of your Coinbase account, and clear your browser 's cookies and cache.\n\n3. Remove/Reinstall the Coinbase app from your phone, and try signing in again. You should be prompted to verify your phone from within the app. Once you've done this, you will not be prompted to complete this step again. \n\nWe've transferred your case to a specialist who will be able to further help with regards to the clawback issue. \n\nWe currently have a high number of requests, but our team is working hard to quickly get to yours. We will contact you as soon as your case is reviewed. \n\nIn the meantime, if you have any other questions, replying back to this email is the best way to get an update submitting another inquiry for this issue will cause further delays. \n\nThanks in advance for your patience. \n\nThanks, Coinbase Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : [ XXXX XXXX Sent : XX/XX/XXXX XXXX XXXX To : XXXX Cc : XXXX Subject : RE : [ Reply ] Case # XXXX - Fraudulent charge response XXXX Please refer to my previous correspondence with you and respond to the CFPB. The unauthorized activity was as I described. Keep my account blocked as I requested ( and you did not do until much later ) when I noticed the fraudulent and suspicious activity in my account. Why did you allow this to occur even after I notified you of this activity? \n\nI tried to go you the link you sent to look at the activity you in my account, and I tried to do so twice but each time I received an email saying you dont even recognize the IP address and that I needed to authorize this computer. Are you crazy? You tell me that the IP address associated with my account is the one from which transactions during XXXX, XXXX and XX/XX/XXXX originated, and you dont even recognize it? See below. \n\n\n\n\n\n\nNew device access You recently attempted to sign into your Coinbase account from a new device or in a new location. As a security measure, we require additional confirmation before allowing access to your Coinbase account. \n\n1. Location : United States 2. IP Address : XXXX XXXX. Browser : XXXX XXXX XXXX XXXX If this was legitimate activity, you can authorize your new device below. \nNote that you need to access this email with the same device that you are confirming. \nI Authorize This Computer XXXX XXXX XXXXXXXX XXXX Or copy and paste the link above into your browser. \n\n\n\n\n\n\nTerms of Service Coinbase XXXX Coinbase , Inc . \nXXXX XXXX XXXX, XXXX  XXXX XXXX XXXX XXXX, CA XXXX XXXX United States XXXX Also, why did you put {$9000.00} of Bitcoin into my account after you were notified of suspicious/fraudulent activity, when I didnt even have that much money in the account you withdraw money from when I would buy Bitcoin? You always imposed a waiting period to verify that I had the money to buy bitcoin, and you always made me wait days before the bitcoin was available in my account? Why did you instantaneously put this in my account on XX/XX/XXXX, and then transfer it right out to numerous entities as your system showed after I notified you. \n\nPlease send me records of all of the transactions you were party to involving my account beginning on XX/XX/XXXX, and to date. I am beginning to believe that you were either directly involved in this activity or were just plain harmfully negligent. \n\nXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX XXXX CONFIDENTIALITY NOTICE : This transmission and the materials enclosed/attached are private and confidential and are the property of the sender. The information contained is priviledged and confidential. You are advised that any unauthorized disclosure, copying, distribution, or taking any action in reliance on the contents of this information, without additional, express written permission of the sender, is strictly prohibited. \n\n\n\n\n\nFrom : Coinbase Support XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Fraudulent charge Hi XXXX, Thank you for your follow up. \n\nAs advised in our previous correspondence, the activity on XXXX was from an established XXXX XXXX device that has been on the account since XXXX, using the IP address XXXX, XXXX, IL. This IP address has been used on your account from XXXX up until XXXX. \n\nThis IP address as well as several others showing the geolocation as XXXX, IL, is consistent with your account history. As a result, we have no reason to distrust this activity. \n\nYou can view this activity in the Account Activity section of your account : XXXX  : XXXX XXXX sends are not reversible due to the inherent protocols of digital currencies. Please remember that you are solely responsible for the security of your devices, passwords, email, and second factor codes. \n\nKind regards, Coinbase Support -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : Coinbase Support [ XXXX XXXX Sent : XX/XX/XXXX XXXX XXXX To : XXXX Subject : [ Reply ] Case # XXXX - Fraudulent charge Hello XXXX, We received your inquiry, and because you've previously written in about this same issue, we're consolidating your cases into this email thread. We've passed all new information on to an account specialist who is reviewing your case they'll reach out to you here ( review generally takes 4-5 business days ).\n\nAll future questions about this issue should be directed to this email thread so that our account specialist can better support you. \n\nThanks, Coinbase Support","date_sent_to_company":"2021-02-22T22:46:15.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"541XX","tags":"Older American","has_narrative":true,"complaint_id":"4158001","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-02-22T22:12:42.000Z","state":"WI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In the meantime, if you have any other questions, replying back to this email is the best way to get an update submitting another inquiry for this issue will <em>cause</em> further <em>delays</em>. \n\nThanks in advance for your patience."]},"sort":[4.851386,"4158001"]},{"_index":"complaint-public-v1","_id":"14795445","_score":4.5102024,"_source":{"product":"Mortgage","complaint_what_happened":"Please see the attached Qualified Written Request ( QWR ) submitted on XX/XX/XXXX, which provides a detailed 8-month timeline, internal call admissions, supporting exhibits, and citations of federal and state law violations, including but not limited to : XXXX Consent Judgment ( Civil Action No. XXXX ) XXXX CFPB Enforcement Action RESPA , TILA , FDCPA, FCRA, UDAAP, Arizona Consumer Fraud Act Since acquiring my mortgage from XXXX XXXX  on XX/XX/XXXX, Mr. Cooper has engaged in systemic and intentional misconduct that mirrors violations they were previously sanctioned forincluding dual tracking, modification misapplication, and failure to respond to borrower disputes. This conduct violates multiple provisions of the active XXXX Consent Order, which Mr. Cooper is still under.\n\nDespite being notified by XXXX via a Loan Transfer Statement dated XX/XX/XXXX that my account was under an active executed XXXX Flex Modification, Mr. Cooper : - Onboarded the loan incorrectly using a hybrid of pre- and post-modification terms - Omitted the capitalized escrow balance of {$7500.00} and fee waivers of {$1400.00} - Issued a false escrow analysis ( XX/XX/XXXX ) that inflated my monthly payment to {$3400.00} - Treated the loan as delinquent and initiated foreclosure based on these false figures - Ignored internal records showing modification acceptance - Issued a false denial letter on XX/XX/XXXX refuting their own call transcripts and records - Failed to meet RESPA deadlines, SPOC requirements, and QWR response timelines Specific Violations and Errors ( Documented in QWR ) * * Failure to Apply Full Modification Terms effective XX/XX/XXXX * * Capitalized escrow balance of {$7500.00} was ignored * * False escrow analysis inflated monthly payment to {$3400.00} ( XX/XX/XXXX ) * * Initiated foreclosure on XX/XX/XXXX despite XX/XX/XXXX call promise to correct account * * Multiple RESPA violations : 2 Notices of Error received no timely response, and no notice of 15-day extensions was provided * * Failure to maintain compliant SPOC, despite repeated assignments * * Conflicting and misleading communications regarding modification status * * Mishandled insurance refund and overcharged PMI based on inflated balance * * Deceptive modification solicitations were sent while ignoring the actual modification * * Inaccurate credit reporting while the loan was under dispute * * Ignored internal call escalations on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX * * Filed foreclosure based on known servicing errors * * Issued a denial letter ( XX/XX/XXXX ) that contradicted call records and internal notes * * Violation of Consent Judgment especially provisions on dual tracking, escrow, SPOC, and accurate modification implementation * * * * Current Status & Inaccurate Reinstatement Demand ( as of XX/XX/XXXX ) : Based on XXXX XXXX inflated and unlawful accounting, they are demanding a reinstatement amount of {$25000.00}, when the accurate reinstatement figure is only {$11000.00}.\n\nOvercharge : {$13000.00} Breakdown of discrepancies includes : - Escrow Overcharge : {$890.00} - Improper Late & NSF Fees : {$240.00} - Improper Anticipated Fees : {$1100.00} - False Delinquent Balance : Overstated by {$10000.00} These charges are not just incorrect they are fabricated from the servicers own admitted and acknowledged onboarding errors since my first contact with Mr. Cooper XX/XX/XXXX. \n\n* * Summary of Communications & REPSA Acknowledgment Letters Since the date of servicing transfer, the borrower has made repeated good-faith efforts to resolve material errors through formal calls, complaint submissions, and written Notices of Error. Despite Mr. Cooper 's repeated acknowledgments of serious violationsincluding escrow miscalculations, modification misapplication, and unlawful foreclosure filingsno corrective actions were ever taken. Instead, the borrower was subjected to an extended pattern of misrepresentations, broken promises, and systemic misconduct. \n\nThis section outlines a detailed chronology of borrower communications and XXXX XXXX repeated violations of Regulation X, including failures to issue timely RESPA acknowledgment letters, misrouting of modification documents, and dual tracking behavior.\n\nTimeline of Communications & Misconduct XXXX. XX/XX/XXXX Initial Escalation Call ( 43 min ) Borrower formally raised account-level errors and violations during this call.\n\nMr. Cooper ( agent and escalations manager ) acknowledged onboarding errors and waived a {$1400.00} XXXX late fee, confirming internal awareness of missed modification terms. \n\nPromised corrected escrow analysis and loan statement within two weeks.\n\nNo SPOC was mentioned.\n\nNo RESPA acknowledgment letter was issued.\n\nCritically, Mr. Cooper failed to disclose that the executed modification agreement had not yet been received from XXXX omission that deprived the borrower of the opportunity to correct the issue. \n\nThe borrower reasonably relied on the servicers assurances, delaying further escalation in reliance upon promised correction.\n\nViolation of 12 C.F.R. 1024.35 & 1024.40 XXXX. XX/XX/XXXX Second Escalation Call ( 90 min ) Borrower exhaustively explained account issues again, and claimed several regulatory violations related to the account errors.\n\nMr. Cooper again acknowledged servicing errors and promised resolution.\n\nAgent specifically stated We Mr. Cooper have issues with onboarding our loans correctly.\n\nAgent and escalations manager confirmed misrouted modification from previous XX/XX/XXXX call. Agen committed to resolving the account errors and issuing a corrected loan statement and escrow analysis.\n\nAgent provided address to send XXXX XXXX  refund check, which later proved to be an incorrect address ( see section Homeowners Insurance Refund Mishandling ) Agent confirmed sending modification to a formal modification department for review ( later proved this agent sent the modification to the wrong department, and no one did anything to reroute to the correct dept. ) No SPOC mentioned.\n\nNo RESPA acknowledgment issued.\n\nMr. Cooper withheld material information regarding the still-missing executed modification.\n\nRepeat violations of 12 C.F.R. 1024.35 ( b ), deceptive servicing conduct ( UDAP ) XXXX. XX/XX/XXXX Third Escalation Call ( 56 min ) Again, borrower exhaustively explained account issues, expressing emotional distress over continued mishandling and lack of resolution.\n\nBorrower claimed several regulatory violations related to the account errors.\n\nAgent admitted prior correction request on XX/XX/XXXX call was misroutedthe modification was sent to the wrong modification department. Resulting in the modification sat idle for 28 days ( no one rerouted the modification to the correct department, therefore nothing was followed through from previous escalations phone callagain ).\n\nBorrower demanded priority handling due to months of mishandling and delay, expressing extreme frustration with Mr. Coopers behavior and stating several related regulatory violations.\n\nMr. Cooper agent refused to prioritize review, stating it would take 3+ weeks for the modification review, and thats all they could offer.\n\nNo SPOC mentioned.\n\nNo RESPA acknowledgment was issued.\n\nServicing failure compounded by systemic control breakdowns XXXX. XX/XX/XXXX Phone Call ( 46 min ) Again, borrower exhaustively explained account issues, expressing emotional distress over continued mishandling and lack of resolution, and addressed several regulatory violations compounding.\n\nBorrower is clearly speaking with a defeated tone and belief that Mr. Cooper is unable or willing to fix their internal errors impacting the borrower.\n\nBorrower addressed Mr. Coopers receipt of the Homeowners Insurance refund check and asked Agent why the refund check was uploaded into Mr. Coopers Insurance Claim portal.\n\nAgent stated that there was no record of the insurance refund check being received by Mr. Cooper. Borrower stated that was impossible because they were looking at the Cooper Insurance Portal real time with the check information uploaded as Claim Tracking Number # XXXX. \n\nAgent still could not find record of the check but stated they would investigate this including the account modification review.\n\nConflicting statements revealed systemic communication failure.\n\nNo SPOC mentioned.\n\nNo RESPA acknowledgment was issued.\n\nServicer continued to operate with no meaningful internal accountability XXXX. XX/XX/XXXX Key Recorded Call ( 110 min ) ( Agent XXXX XXXX ) Transcript & Flash Drive with recording available Again, borrower exhaustively explained account issues, expressing emotional distress over continued mishandling and lack of resolution, and addressed several regulatory violations compounding.\n\nAgent admitted the executed modification was not received from XXXX until XX/XX/XXXX. This was the first time borrower heard that Mr. Cooper was even missing a XXXX signature. \n\nAgent and escalations manager stated that the account was correct and there were no active errors on the account. The amounts showing due and documents were all accurate.\n\nBorrower stated that the account was in fact NOT correct, and the full terms of the modification still had not been applied, like adjusting the negative escrow carry-forward at the time of onboarding.\n\nFor over an hour the Agent and escalations manager provided reason after reason that the account was correct, and the reasons were literally like someone pulling XXXX out of a hat and throwing it at the wall. Basic 101 servicing standards and accounting were being dismissed, the borrower was being gaslit, and flat out being told they were wrong.\n\nBorrower exhaustively went back through every document from the beginning to promote understanding that seemed so simple and clear, and finally the Mr. Cooper agent and manager confirmed the loan was in fact still WRONG and mishandled from onboarding, acknowledging the errors that have persisted for months.\n\nThe Agent promised resolution by XX/XX/XXXX and stated this would be the dead last date for correction to the account. Agent said the loan accounting errors would be updated, they submitted to have a new escrow analysis rerun, and the loan statements corrected from XXXX to current date, and assured foreclosure would be canceled.\n\nAgent then addressed the borrowers concerns about the homeowners insurance refund mishandling. The agent admitted that prior Mr. Cooper agents gave inaccurate information and directed borrower to deposit refund check into their personal account and use as discretionary funds, that Mr. Cooper did not need to endorse the check. ( See Section Homeowners Insurance Refund Mishandling ) Agent stated it would be smart to hold payments until the account resolution was in effect.\n\nAgent promised to handle the resolution and keep an eye on the account and promised to follow up with the borrower including a voicemail if borrower was unable to answer.\n\nAgent advised to watch the online account for the updates. Borrower felt maybe this time they were finally heard, and the account would see resolution.\n\nNo promised follow-up or voicemail occurred from the agent, XXXX XXXX . No corrective actions occurred.\n\nDirect evidence of dual tracking and material misrepresentation XXXX. XX/XX/XXXX Unlawful Foreclosure Filed Mr. Cooper filed foreclosure despite explicit promises to cancel on XX/XX/XXXX call.\n\nBorrower discovered foreclosure filing via third-party individual solicitations to buy home, not from the servicer. This caused profound distress and exacerbating emotional harm.\n\nFiling contradicted all prior assurances and deepened borrowers emotional and financial harm Violation of dual tracking prohibitions, UDAP, and due process Since Foreclosure filing, borrower and co-borrower has received hundreds of solicitations from 3rd parties to purchase of the home or offer modifications via text, email, people showing up at the home consistently making offers to purchase the home in foreclosure.\n\nIn response to learning of the foreclosure filing, borrower had a complete emotional melt down because Mr. Cooper filed an unlawful foreclosure after countless promises to fix their internal errors on the account since XX/XX/XXXX. The borrowers health declined significantly after this and realized this was a hopeless situation and just how vile, deceptive, abusive, and incompetent Mr. Cooper was. \nXXXX. XX/XX/XXXX Follow-Up Call Post Foreclosure Filing Borrower followed up after promised XX/XX/XXXX failed resolution from XX/XX/XXXX call. \n\nAgent was unfamiliar with the file and offered no resolution. Dismissed borrowers concerns and distress of the account being wrong. Agent stated it was simply filed foreclosure due to borrowers failed payments. Agent refused to see further than the surface level, and borrower lost temper toward the end yelling and hung up in tears.\n\nClear example of continuity failure and willful non-responsiveness XXXX. XX/XX/XXXX Borrower Submits Formal Complaint via Mr. Cooper Chat Feature Borrower filed a formal Notification of Error via Mr. Coopers online complaints chat platform.\n\nDetailed the servicers errors, unlawful foreclosure, prior misrepresentations, and emotional harm.\n\nCompliant submission process was undermined by ensuing actions XXXX. XX/XX/XXXX - Mr. Cooper Complaints Responds, Blocks Chat Feature Access Complaints team stated due to the nature of the complaint it was referred to the Research Team. With a contact email XXXX. \n\nMr. Cooper further blocked the borrowers access to complaints platform chat feature after their referral to the research team, preventing future tracking.\n\nBorrower evidence screenshot showing Not Eligible for Chat after the date of the complaint team response.\n\nRetaliatory behavior and transparency evasion XXXX. Email Escalation to Research Team ( XXXX ) The following summarizes an email exchange between the borrower and Mr. Cooper 's Research Team ( XXXX ) following a referral from the Complaints team. This correspondence underscores Mr. Coopers inadequate accountability, lack of clear escalation procedures, and operational dysfunction, resulting in compounding confusion and negatively impacting the customer. \n\nXXXX XXXXXXXX XXXX XXXX XXXX XXXX Borrower to Research Team Borrower sent an email to the Research Team, noting the referral from the Complaints team. The email included a comprehensive summary of unresolved account errors, regulatory violations, and a demand for prompt resolution. \n\nXXXX XX/XX/XXXX XXXX XXXX Research Team Response The Research Team replied, stating, \" Due to the nature of the inquiry, it has been forwarded to the appropriate team for review. '' No specific contact information or details about the \" appropriate team '' were provided. \n\nXXXX XX/XX/XXXX XXXXXXXX XXXX Borrower Follow-Up to Research Team Borrower responded, requesting clarification on the identity of the \" appropriate team '' mentioned previously.\n\nThe email emphasized frustration over the ongoing unresolved account issues and highlighted Mr. Cooper 's internal process failures dating back to XXXX. \n\nXXXX XX/XX/XXXX XXXX XXXX Research Team Clarification The Research Team confirmed the inquiry had been forwarded to the Customer Relations Group.\n\nThey indicated that an acknowledgment letter would be sent to the borrower within five business days. \n\nXXXX. Formal Acknowledgment ( RESPA ) Letters A Pattern of Non-Responsiveness Following the communications outlined above ( since Mr. Cooper took over servicing and the borrower began escalating the account errors in XX/XX/XXXX ), Mr. Cooper issued only three formal RESPA acknowledgment lettersall committing to provide resolution within 30 business days or an additional 15 with written notice. In every case, the servicer either missed the deadline or failed to provide an accurate, legally compliant response.\n\nThese repeated RESPA violations demonstrate a clear and deliberate pattern of non-responsiveness, procedural bad faith, and systemic avoidance of accountability. Mr. Coopers silence following formal acknowledgmentsespecially while continuing foreclosure proceedingsserves as clear evidence of dual tracking and deceptive servicing conduct. \n\nXX/XX/XXXX First RESPA Acknowledgment Letter Research Reference # XXXX  Related to borrowers XX/XX/XXXX call ( Notice of Error ) No specific contact listed other than the Mr. Cooper front-line customer service phone # No response or written extension was ever received by XX/XX/XXXX XX/XX/XXXX Second RESPA Acknowledgment Letter Research Reference # XXXX Related to borrowers XX/XX/XXXX, complaint submitted Contact lists Research Team email and Mr. Cooper front-line customer service phone # no contact names provided No response or written extension was ever received by the 30-business-day deadline XX/XX/XXXX Third Acknowledgment Letter ( issued same day as previous letter, but new ref # ) Research Reference # XXXX Related to borrowers XX/XX/XXXX, email escalation. Mr. Cooper filed letter in online account as Complaints Acknowledgment Letter No specific contact listed other than the Mr. Cooper front-line customer service phone # Promised formal resolution by XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX  This third letter ( # XXXX ) resulted in a formal resolution issued XX/XX/XXXX, which still failed to address the borrowers core complaints, repeated known errors, and doubled down on misrepresentations that Mr. Cooper had already admitted were false. This letterreviewed in detail in Section M belowstands as written confirmation of Mr. Coopers intent to deny wrongdoing, avoid accountability, and perpetuate servicing misconduct. \n\nXXXX. XX/XX/XXXX Formal Notice to Trustee ( XXXX XXXX XXXX ) Borrower issued formal demand for foreclosure cancellation based on wrongful servicing.\n\nIncluded detailed documentation of servicing misconduct and Mr. Cooper 's admissions.\n\nNo response received from the Trustee, despite being placed on notice.\n\nThis notice represents a formal attempt to halt the foreclosure proceedings and notifies the trustee of the alleged misconduct by Mr. Cooper. The notice explicitly connects the specific grievances to broader patterns of servicing failures documented in prior legal actions against Mr. Cooper.\n\nTrustee may bear liability for proceeding with unlawful foreclosure after receiving formal dispute XXXX. XX/XX/XXXX - Co-borrower, XXXX XXXX, filed multiple complaints and notices My co-borrower, XXXX XXXX, submitted the following complaints and notices via certified mail and/or official electronic channels to the following parties. Please note, the attached QWR will be added to the following, and submitted on its own merit. XXXX  Arizona Attorney General via email and certified mail XXXX XXXX XXXX ( XXXX  ) via email and complaint submission c. Consumer Financial Protection Bureau ( CFPB ) Case # XXXX Mr. Cooper Case XXXX XXXX XXXX XXXX Mr. Cooper RESPA Address Certified mail XXXX XXXX XXXX Certified mail XXXX Mr. Cooper General Counsel XXXX XXXX Certified mail to XXXX XXXX TX XXXX Experian Certified mail and online dispute submission XXXX XXXX General Counsel XX/XX/XXXX XXXX. Conclusion This chronology of borrower communications reveals : A deliberate pattern of acknowledgments without correction Withholding of material facts Failure to comply with RESPA response timelines A servicer-wide strategy of operational avoidance, silos, and non-responsiveness Emotional and financial harm directly tied to these actions","date_sent_to_company":"2025-07-23T01:09:18.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"85251","tags":null,"has_narrative":true,"complaint_id":"14795445","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-07-23T00:14:48.000Z","state":"AZ","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["Compliant submission <em>process</em> was undermined by ensuing actions XXXX. XX/XX/XXXX - Mr. Cooper Complaints Responds, Blocks Chat Feature Access Complaints team stated due to the nature of the complaint it was referred to the Research Team. With a contact email XXXX. \n\nMr. Cooper further blocked the borrowers access to complaints platform chat feature after their referral to the research team, <em>preventing</em> future tracking."]},"sort":[4.5102024,"14795445"]},{"_index":"complaint-public-v1","_id":"3822641","_score":4.396448,"_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":["This poses a great deal of conflict, concern, and <em>confusion</em> as a result of how the online portal displays provided the two day extension timeline I thought which ended on XXXX."]},"sort":[4.396448,"3822641"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":6,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":6}]}},"product":{"doc_count":6,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1},{"key":"Savings account","doc_count":1}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":1}]}}]}},"issue":{"doc_count":6,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Managing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Cashing a check","doc_count":1},{"key":"Deposits and withdrawals","doc_count":1}]}},{"key":"Getting a loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Fraudulent loan","doc_count":1}]}},{"key":"Other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1}]}},{"key":"Struggling to pay mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"An existing modification, forbearance plan, short sale, or other loss mitigation relief","doc_count":1}]}}]}},"timely":{"doc_count":6,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":6}]}},"company_response":{"doc_count":6,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":6}]}},"submitted_via":{"doc_count":6,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":6}]}},"company":{"doc_count":6,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Carvana Group, LLC","doc_count":1},{"key":"Coinbase, Inc.","doc_count":1},{"key":"Mr. Cooper Group Inc.","doc_count":1},{"key":"ROBINHOOD MARKETS INC.","doc_count":1},{"key":"SOFI TECHNOLOGIES, INC.","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":6,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AZ","doc_count":2},{"key":"OK","doc_count":1},{"key":"SC","doc_count":1},{"key":"WI","doc_count":1},{"key":"WY","doc_count":1}]}},"company_public_response":{"doc_count":6,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":6,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}