{"took":156,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":3588,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"20110238","_score":16.720823,"_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":["CFPB Complaint Draft Failure to Explain Fraud <em>Investigation</em> <em>Process</em> Subject : Wells Fargo failed to explain <em>what</em> their fraud <em>investigation</em> entails, <em>what</em> <em>evidence</em> is reviewed, or <em>what</em> the customer should expect. \n\nDetails : At no point during my fraud dispute did Wells Fargo explain <em>what</em> their fraud <em>investigation</em> <em>process</em> includes or <em>what</em> <em>evidence</em> they typically review."]},"sort":[16.720823,"20110238"]},{"_index":"complaint-public-v1","_id":"20141204","_score":14.201124,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX Complaint : Wells Fargo FraudInvestigation Procedures Subject : Structural Concerns Regarding Wells Fargos FraudInvestigation Process and Its Impact on Fair Consumer Outcomes Summary : This complaint is not about a single representative or a single denial. It concerns the overall structure of Wells Fargos fraudinvestigation process, which appears to contain systemic barriers that prevent consumers from receiving a fair, evidencebased review. The issues below reflect patterns observed across multiple departments and interactions.\n\n-- - 1. Lack of Evidence Preservation Across numerous complaints, Wells Fargo has been unable to produce : ATM deposit evidence ATM electronic journal logs ATM video documentation showing what was reviewed any record of a complete investigation If the banks process does not preserve the evidence required to evaluate a claim, the outcome is predetermined. A process that can not produce evidence can not produce a fair result.\n\n-- - 2. TemplateBased Denials Without Substantiation Responses from Wells Fargos Executive Office consistently rely on : generic template language unsupported conclusions no explanation of investigative steps no documentation provided no reconciliation with prior statements A denial without supporting evidence does not constitute a meaningful investigation.\n\n-- - 3. Contradictions Across Departments Different Wells Fargo departments have provided conflicting information regarding : whether an investigation occurred what evidence exists what steps were taken whether the case was closed prematurely how the determination was made A fair process requires internal consistency. The current structure produces the opposite.\n\n-- - 4. Failure to Honor WrittenOnly Communication Requests Despite multiple writtenonly requests, Wells Fargo continued to : call by phone leave voicemails attempt verbal communication This creates pressure, confusion, and a lack of documentation. A fair process requires respecting communication boundaries, especially when the consumer requests written communication for clarity and accountability.\n\n-- - 5. Premature Closures and Missing Investigation Steps Across multiple filings, Wells Fargo has : closed cases before completing an investigation failed to document required steps provided no timeline of actions taken offered no explanation of how conclusions were reached A process that closes cases before reviewing evidence is structurally incapable of producing accurate outcomes.\n\n-- - 6. Systemic Incentives That Favor Denial Based on the pattern across 34 complaints, the process appears structured in a way that : does not preserve evidence does not document investigative steps does not provide transparency does not allow consumers to meaningfully challenge decisions relies on templates rather than analysis produces contradictory explanations avoids written communication closes cases quickly without review These are systemic issues, not isolated errors.\n\n-- - 7. Inconsistent and Unsupported Reclassification of Fraud as ConsumerAuthorized Across multiple responses, Wells Fargo reclassified the incident from fraud ( as documented by law enforcement ) to consumerauthorized without providing : evidence supporting the reclassification documentation of investigative steps an explanation of how the determination was made reconciliation with the sheriffs classification any record showing a review of the law enforcement report If the banks process allows a fraud event to be reclassified as consumerauthorized without evidence, the process may not be capable of producing accurate or fair outcomes.\n\n-- - 8. Misclassification of Consumer Income and Financial Status In multiple responses, Wells Fargo representatives inaccurately described my income and financial status, including : stating I was XXXX  stating I received monthly XXXX XXXX attributing my XXXX XXXX benefit to me personally ignoring documented weekly income disregarding tax records and prior clarifications 9. Misclassification of Consumer Income and Financial Status In multiple responses, Wells Fargo representatives inaccurately described my income and financial status, including : stating I was XXXX  stating I received monthly XXXX XXXX attributing my XXXX XXXX XXXX  to me personally ignoring documented weekly income disregarding tax records and prior clarifications These misclassifications were used as part of the banks rationale for denying the claim.\n\nA process that relies on incorrect assumptions about a consumers income or financial status and does not verify or correct those assumptions raises concerns about fairness, accuracy, and potential bias in the investigation process.\n\nThis issue is not about a single error ; it reflects a structural problem in how consumer information is interpreted and applied.","date_sent_to_company":"2026-03-10T20:22:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"82009","tags":null,"has_narrative":true,"complaint_id":"20141204","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-03-10T20:17:20.000Z","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":["Lack of <em>Evidence</em> Preservation Across numerous complaints, Wells Fargo has been unable to produce : ATM deposit <em>evidence</em> ATM electronic journal logs ATM video documentation showing <em>what</em> was reviewed any record of a complete <em>investigation</em> If the banks <em>process</em> does not preserve the <em>evidence</em> required to evaluate a claim, the outcome is predetermined. A <em>process</em> that can not produce <em>evidence</em> can not produce a fair result.\n\n-- - 2."]},"sort":[14.201124,"20141204"]},{"_index":"complaint-public-v1","_id":"20803759","_score":13.598349,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint regarding Navy Federal Credit Unions handling of my credit card dispute. \n\nOn or around XX/XX/year>, multiple transactions were posted to my account involving a XXXX-party payment processor associated with online transactions. These included amounts such as {$1000.00}, {$500.00}, {$300.00}, and {$200.00}. \n\nI promptly disputed these transactions with Navy Federal and requested an investigation. I also requested detailed information regarding how the determination would be made, what evidence would be reviewed, and any documentation supporting the final decision. \n\nNavy Federal denied my dispute ; however, I was not provided with a clear or sufficient explanation of the investigation process, what evidence was considered, or how the conclusion was reached. The response appeared to be generic and did not address the specific details of my case. \n\nI believe the dispute was not properly investigated in accordance with applicable consumer protection standards. I am requesting that Navy Federal conduct a thorough and fair investigation, provide documentation supporting their determination, and reconsider the disputed transactions based on a complete and accurate review. \n\nI am seeking a proper resolution of this matter and full transparency regarding how my dispute was handled.","date_sent_to_company":"2026-03-31T13:08:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"440XX","tags":"Servicemember","has_narrative":true,"complaint_id":"20803759","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-03-31T12:46:37.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Navy Federal denied my dispute ; however, I was not provided with a clear or sufficient explanation of the <em>investigation</em> <em>process</em>, <em>what</em> <em>evidence</em> was considered, or how the conclusion was reached. The response appeared to be generic and did not address the specific details of my case. \n\nI believe the dispute was not properly <em>investigated</em> in accordance with applicable consumer protection standards."]},"sort":[13.598349,"20803759"]},{"_index":"complaint-public-v1","_id":"14870830","_score":13.548075,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"A fraudulent property was obtained in XXXX, in another state Ive never lived in. XXXX XXXX XXXX  at XXXX XXXX XXXX XXXX, XXXX XXXX, IL XXXX, allowed a fraud to obtain a lease which resulted in an eviction using my stolen identity. There is new management now who cant verify details. I submitted a reinvestigation with Transunion XXXX  and submitted evidence of identity theft including a police report, proof of my previous leases, a tax return, bills, a sworn statement, and a ftc identity theft report. Their investigation through XXXX was not conducted properly. Transunion is only reporting back to me what the court records have with an updated balance. They have not requested any evidence or proof that this fraudulent eviction is mine, but they have totally disregarded all of my evidence and proof that I was living in a completely different state and property in XXXX  during the fraudulent lease period. I am currently homeless and unable to obtain housing due to this false, fraudulent eviction on my public record. I have lived at XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX for the past XXXX XXXX, from XXXX and was unaware of this fraudulent eviction until my lease ended, and I applied for rental property elsewhere. These credit bureaus continuously claim they are investigating, but they never request pertinent information that connects you to an account. They request evidence from the consumer only to disregard it. It is suggested that I dispute with the court, which I have, but it is still in process and the court is backed up with the e-filing process. But there is not XXXX single person or agency that can provide evidence such as signatures, or identification confirming this is my account. That is not what an investigation should consist of.","date_sent_to_company":"2025-07-25T12:11:20.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"77091","tags":"Servicemember","has_narrative":true,"complaint_id":"14870830","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-07-25T11:15:54.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["That is not <em>what</em> an <em>investigation</em> should consist of."],"issue":["Problem with a company's <em>investigation</em> into an existing issue"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[13.548075,"14870830"]},{"_index":"complaint-public-v1","_id":"11484725","_score":13.296293,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently submitted a dispute regarding certain items on my credit report, and I received a response stating that the items were verified. While I appreciate your prompt response, I would like to understand more about how TransUnion investigates disputed items. \n\nCould you please provide detailed information on the following : Investigation Process : What steps are taken to investigate a dispute? Are there specific procedures or guidelines that your team follows? \n\nVerification Methods : How do you verify the accuracy of the information with the original creditor? What documentation or evidence is reviewed? \n\nTimeframe : What is the typical timeframe for completing a dispute investigation? Are there any factors that might cause delays? \n\nResolution : If an item is found to be inaccurate, what steps are taken to correct it? How is the corrected information updated on my credit report?","date_sent_to_company":"2025-01-13T07:28:14.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"90028","tags":null,"has_narrative":true,"complaint_id":"11484725","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-01-13T07:14:13.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["While I appreciate your prompt response, I would like to understand more about how TransUnion <em>investigates</em> disputed items. \n\nCould you please provide detailed information on the following : <em>Investigation</em> <em>Process</em> : <em>What</em> steps are taken to <em>investigate</em> a dispute? Are there specific procedures or guidelines that your team follows? \n\nVerification Methods : How do you verify the accuracy of the information with the original creditor? <em>What</em> documentation or <em>evidence</em> is reviewed?"],"issue":["Problem with a company's <em>investigation</em> into an existing problem"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[13.296293,"11484725"]},{"_index":"complaint-public-v1","_id":"16211219","_score":13.284325,"_source":{"product":"Credit card","complaint_what_happened":"Issue : Discover misidentified the merchant in dispute # XXXX ( prior acct ending XXXX ). The charge was routed through an online payment platform to pay an individual provider. Discovers decision lists the platform as the merchant and says it supplied proof of services. The platform functions as a payment processor/agent, not the seller/merchant of record. \n\nWhy its wrong : Evidence and standard descriptors show the seller ( the individual provider ) is the merchant of record ; the platform name is only a processing prefix. I also asked Discover to provide the merchant evidence they relied on to decide in the merchants favor, but they have not provided it. \n\nWhat I want : Re-investigate with the correct merchant ( seller/provider ) identified. \n\nWritten explanation of how merchant identity was determined and production of the evidence Discover relied on. \n\nCorrect the decision and issue credit if the merchant was misidentified. \n\nAttachments available : statement descriptor, transaction detail naming the seller, and platform documentation showing processor role.","date_sent_to_company":"2025-09-26T03:22:53.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60607","tags":null,"has_narrative":true,"complaint_id":"16211219","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2025-09-26T03:16:54.000Z","state":"IL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The platform functions as a payment <em>processor</em>/agent, not the seller/merchant of record. \n\nWhy its wrong : <em>Evidence</em> and standard descriptors show the seller ( the individual provider ) is the merchant of record ; the platform name is only a <em>processing</em> prefix. I also asked Discover to provide the merchant <em>evidence</em> they relied on to decide in the merchants favor, but they have not provided it. \n\n<em>What</em> I want : Re-<em>investigate</em> with the correct merchant ( seller/provider ) identified."]},"sort":[13.284325,"16211219"]},{"_index":"complaint-public-v1","_id":"22621797","_score":13.069633,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I was the victim of a fraudulent hotel booking and payment scam involving XXXX transfers through Citibank. I was manipulated into sending money to an individual identified to me as XXXX XXXX XXXX, who falsely represented hotel-related booking services connected to XXXX XXXX hotel accommodations. \n\nAfter realizing I had been scammed, I immediately contacted Citibank and opened fraud claims regarding the XXXX transactions. I also contacted the investigations/security department connected to XXXX XXXX  operations in XXXX XXXX and provided them with the scammers name, details surrounding the incident, and the full story of what occurred.\n\nDuring the Citibank investigation process, I requested additional information regarding what investigative steps were actually taken, whether the receiving bank was contacted, and whether supporting evidence such as XXXX conversations, phone numbers, transaction details, and identifying information connected to the scammer could be reviewed. I was not provided meaningful details about the investigation and was unable to speak directly with the investigations department.\n\nI informed Citibank that I had supporting evidence tied to the scam, including communications and identifying details related to the recipient and the fraudulent representations made to me. Despite this, the claims were denied primarily because the XXXX transfers were technically authorized by me, even though they were made under fraudulent circumstances.\n\nI believe Citibank failed to conduct a meaningful investigation into the scam and failed to properly evaluate the evidence available. I am requesting a full reinvestigation of the matter, including clarification regarding what investigative actions were taken, whether the receiving bank was contacted, and whether the supporting evidence I referenced was reviewed.\n\nI have also filed reports regarding this incident with appropriate authorities, including the FBI IC3 reporting system.","date_sent_to_company":"2026-05-27T17:19:26.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"90035","tags":null,"has_narrative":true,"complaint_id":"22621797","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-05-27T17:00:56.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["During the Citibank <em>investigation</em> <em>process</em>, I requested additional information regarding <em>what</em> <em>investigative</em> steps were actually taken, whether the receiving bank was contacted, and whether supporting <em>evidence</em> such as XXXX conversations, phone numbers, transaction details, and identifying information connected to the scammer could be reviewed. I was not provided meaningful details about the <em>investigation</em> and was unable to speak directly with the <em>investigations</em> department."]},"sort":[13.069633,"22621797"]},{"_index":"complaint-public-v1","_id":"20986174","_score":12.744355,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this response because the underlying issue referenced in CFPB complaints # XXXX, # XXXX, and # XXXX remains unresolved despite those complaints being marked as closed. \n\nI continue to believe that these disputes were not properly investigated. The documentation provided to me does not demonstrate that a meaningful investigation occurred. Instead, the materials provided consist primarily of administrative records such as transaction summaries, timelines, and internal notes. \n\nThese administrative records do not constitute investigative evidence. They do not include merchant responses, proof that the services were delivered, contractual terms, usage records, or any documentation explaining the factual basis for denying the disputes. \n\nIn my case, multiple disputes were submitted involving the same merchant, for the same type of service, and for the exact same reason. Several of those disputes were accepted, approved, and refunded by Cash App. However, other disputes involving the same merchant and the same circumstances were denied. \n\nThe fact that some disputes were approved while others were denied, despite being based on identical facts and evidence, demonstrates that there is a fundamental inconsistency in the dispute handling process. \n\nThis inconsistency raises serious concerns that the denied disputes were not evaluated using a consistent investigative standard. \n\nAdditionally, the last documented activity on several of the outstanding disputes occurred on XX/XX/year>, at which time I was informed that the investigation process would take approximately XXXX days. More than XXXX  days have passed since that date, and customer support representatives have confirmed that there have been no updates or investigative actions recorded since that time. Today those XXXX disputes for {$720.00} are still sitting there with XXXX updates according to your Support specialist, previously thought to be XXXX, but XXXX of them were processed on the same day within the same minute, which I also confirmed with your Customer Support. \n\nI respectfully request that Cash App provide the actual evidence relied upon to deny the disputed claims, not administrative summaries or internal timelines. \n\nSpecifically, I am requesting documentation such as : Merchant responses or statements Proof that the services were delivered or fulfilled Copies of applicable refund or service policies relied upon Records showing the investigative findings used to deny the disputes Documentation showing what actions were taken during the investigation The continued failure to provide substantive evidence supporting the denial decisions, combined with inconsistent outcomes for identical disputes involving the same merchant, indicates that the dispute process may not have been conducted properly. \n\nA fair resolution requires : A proper and consistent investigation of the denied disputes Provision of the actual evidence relied upon in making the denial decisions A final determination on the outstanding disputes I respectfully request that this matter be reviewed to ensure that the dispute process was conducted in a fair and consistent manner.","date_sent_to_company":"2026-04-06T20:21:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90621","tags":null,"has_narrative":true,"complaint_id":"20986174","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-04-06T20:13:11.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Specifically, I am requesting documentation such as : Merchant responses or statements Proof that the services were delivered or fulfilled Copies of applicable refund or service policies relied upon Records showing the <em>investigative</em> findings used to deny the disputes Documentation showing <em>what</em> actions were taken during the <em>investigation</em> The continued failure to provide substantive <em>evidence</em> supporting the denial decisions, combined with inconsistent outcomes for identical disputes involving the same"]},"sort":[12.744355,"20986174"]},{"_index":"complaint-public-v1","_id":"18920851","_score":12.728409,"_source":{"product":"Credit card","complaint_what_happened":"I am submitting this complaint regarding Goldman Sachs handling of XXXX unauthorized transactions on my account that I have been disputing since XXXX. \n\nI reported these transactions as unauthorized immediately after noticing them and have consistently maintained that I did not make or approve these charges. At the time of the transactions, I was not engaging with the alleged merchant in any capacity. I cooperated fully with Goldman Sachs throughout the dispute process and provided all requested information. I also filed a police report regarding these fraudulent transactions and submitted that police report to Goldman Sachs as supporting documentation. \n\nDespite months of communication, Goldman Sachs has repeatedly denied my disputes without providing any meaningful explanation or evidence to support their decisions. I have asked multiple times for basic information necessary to understand how the dispute outcome was determined, including the identity of the merchant, what was purchased, how the transactions were authenticated, and what specific evidence was relied upon to conclude that the charges were authorized. Goldman Sachs has been unable or unwilling to provide this information. \n\nI am deeply concerned by the lack of transparency in this process. Without any details about the merchant or the alleged purchases, I have no ability to assess the legitimacy of the charges or meaningfully challenge the dispute decision. I have repeatedly asked how a determination can be made against the consumer when no substantive transaction details are shared, and I have not received a clear answer. \n\nAdditionally, it is unclear whether my police report and supporting statements were meaningfully reviewed as part of the dispute investigation. I have not been informed of what weight, if any, was given to this documentation. \n\nI believe Goldman Sachs failed to conduct a reasonable investigation into these unauthorized transactions and failed to provide a fair and transparent dispute process. I am requesting that the CFPB review this matter and require Goldman Sachs to provide a clear explanation of the evidence used to deny my disputes, as well as a proper reevaluation of my claim in accordance with consumer protection standards. \n\nThank you for your attention to this matter. \n\nXXXX XXXX","date_sent_to_company":"2026-01-22T14:11:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"20109","tags":null,"has_narrative":true,"complaint_id":"18920851","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2026-01-22T14:04:05.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Additionally, it is unclear whether my police report and supporting statements were meaningfully reviewed as part of the dispute <em>investigation</em>. I have not been informed of <em>what</em> weight, if any, was given to this documentation. \n\nI believe Goldman Sachs failed to conduct a reasonable <em>investigation</em> into these unauthorized transactions and failed to provide a fair and transparent dispute <em>process</em>."]},"sort":[12.728409,"18920851"]},{"_index":"complaint-public-v1","_id":"18146361","_score":12.65783,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"What happened : I am filing this complaint against SquareXXXX XXXX Square , Inc. ) because they acted as the payment processor for a fraudulent or non-performing merchant ( XXXX XXXX XXXX XXXX XXXX XXXX ) and have refused to assist in recovering my funds, despite clear evidence of merchant misconduct and insolvency. \nOn XX/XX/year>, I paid {$8700.00} via XXXX XXXX XXXX for a custom door order with Gladiator Window & Door ( Invoice # XXXX ). The merchant promised a XXXX lead time. \nThe merchant never delivered the product. In fact, they admitted in writing that : Their bank accounts were frozen They could not operate, manufacture, or ship products They were unable to issue any refunds They instructed customers to contact their own banks and request ACH reversals They would work out a backup refund solution if banks could not reverse the ACH They were suspending operations until further notice SquareUp continued processing their payments despite these red flags. \nWhen I contacted SquareXXXX earlier in the process, SquareXXXX refused to assist and told me to contact my bank. However, SquareXXXX  remains the originating payment processor, and they are in the best position to correct an improper ACH transfer or take action against a merchant engaging in deceptive or non-performing business practices. \nSquareXXXX has been notified repeatedly but has provided no assistance, even after I submitted : The merchants insolvency admission Emails where the merchant instructed me to reverse the ACH Proof of non-delivery Evidence the merchant stopped answering calls and emails Evidence the merchant is now providing contradictory stories ( we can not ship followed by we are ready to ship ) This pattern of merchant deception, non-delivery, and misuse of Squares ACH processing warrants investigation.\n\nWhy this requires CFPB review SquareXXXX continues to allow this merchant to operate through its platform despite : Multiple consumer complaints Evidence the merchant can not fulfill orders Evidence the merchant encouraged ACH reversals due to insolvency Evidence of contradictory communications meant to defeat bank disputes Evidence that Squares internal team did not evaluate the documentation SquareUps refusal to intervene is allowing an insolvent or fraudulent merchant to use their platform to take ACH payments from consumers without providing the contracted goods.\n\nI am requesting : That SquareXXXX be required to investigate the merchant relationship, That SquareXXXX assist in returning my ACH funds, and That SquareXXXX provide a written explanation of their internal investigation and decision-making.\n\nWhat resolution I am seeking A full refund of {$8700.00}, facilitated by SquareXXXX as the payment processor. \nA documented explanation of SquareXXXX review of this merchant and whether they remain compliant with Squares policies. \nConfirmation of whether SquareXXXX intends to continue processing payments for this merchant despite documented insolvency and non-delivery. \nSupporting materials available I am prepared to provide the CFPB with : All merchant emails admitting insolvency Emails where they instructed me to reverse the ACH Documentation of non-delivery My communications with SquareXXXX Phone logs of unanswered calls My bank dispute file Complaints filed with the Florida Attorney General and FDACS I request that the CFPB review SquareUps handling of this matter and their obligation to protect consumers when merchants misuse payment-processing platforms.","date_sent_to_company":"2025-12-18T17:16:53.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"44133","tags":null,"has_narrative":true,"complaint_id":"18146361","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-12-18T16:16:08.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting : That SquareXXXX be required to <em>investigate</em> the merchant relationship, That SquareXXXX assist in returning my ACH funds, and That SquareXXXX provide a written explanation of their internal <em>investigation</em> and decision-making.\n\n<em>What</em> resolution I am seeking A full refund of {$8700.00}, facilitated by SquareXXXX as the payment <em>processor</em>. \nA documented explanation of SquareXXXX review of this merchant and whether they remain compliant with Squares policies."]},"sort":[12.65783,"18146361"]},{"_index":"complaint-public-v1","_id":"15232787","_score":12.531944,"_source":{"product":"Checking or savings account","complaint_what_happened":"A {$4700.00} debit card charge from XXXX XXXX posted to my Citizens Bank checking account for services that were never provided. I contacted Citizens Bank to dispute the charge under Regulation XXXX, as the transaction was invalid due to non-receipt of contracted services. \n\n\nI made multiple calls to Citizens Bank during the dispute process to ask what documentation or evidence they needed from me. Each time, I was told my documentation was not necessary for their investigation. I also specifically requested copies of the merchants proof of service and the banks written investigation findings ; Citizens Bank did not provide this information. \n\n\nBelow is a summary of my actions and Citizens Banks handling of the matter : {$4700.00} debit card charge from XXXX XXXX posted to my account. \nXX/XX/year> Contacted Citizens Bank to dispute the transaction under Regulation E, reporting non-receipt of services. \nXX/XX/year> Asked bank what documentation was required ; told my evidence was not needed. \nXX/XX/year> Called again to confirm ; told again my evidence was not needed. \nXX/XX/year> Requested merchant proof of service and written investigation findings ; never received either. \nXX/XX/year> Dispute was denied without my evidence being reviewed. \nXX/XX/year> Followed up with Citizens Bank ; they confirmed the case was closed and refused to reopen.\n\nCitizens Bank denied my dispute without conducting a reasonable investigation and without providing the information I requested, which is required under Regulation E. I am requesting that the CFPB require Citizens Bank to reopen my claim, review my evidence, and issue a refund for the {$4700.00} transaction in compliance with federal law","date_sent_to_company":"2025-08-12T16:55:25.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"19142","tags":null,"has_narrative":true,"complaint_id":"15232787","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2025-08-12T16:22:23.000Z","state":"PA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I made multiple calls to Citizens Bank during the dispute <em>process</em> to ask <em>what</em> documentation or <em>evidence</em> they needed from me. Each time, I was told my documentation was not necessary for their <em>investigation</em>. I also specifically requested copies of the merchants proof of service and the banks written <em>investigation</em> findings ; Citizens Bank did not provide this information."]},"sort":[12.531944,"15232787"]},{"_index":"complaint-public-v1","_id":"21975641","_score":12.511688,"_source":{"product":"Debt collection","complaint_what_happened":"I have repeatedly disputed these collection accounts with Equifax and requested the Method of Verification along with documentary evidence supporting the alleged debt.\n\nDespite my requests, Equifax continues to claim the accounts were verified while refusing to provide competent documentation showing how the investigation was conducted or what records were relied upon.\n\nMeanwhile, these same disputed collection accounts were deleted from my TransUnion credit report following investigation, demonstrating inconsistent reporting between credit bureaus and raising serious concerns regarding the accuracy and reasonableness of Equifaxs investigation procedures.\n\nEquifax has failed to provide : Any signed agreement or contract bearing my signature Any billing statements or itemized accounting Any proof of ownership or assignment of the alleged debt Any payment history Any explanation of the actual verification process used Simply stating that an account was verified without providing evidence does not satisfy the requirements of a reasonable reinvestigation under the Fair Credit Reporting Act.\n\nI requested the Method of Verification pursuant to the Fair Credit Reporting Act, yet Equifax failed to explain how the account was verified, who verified it, or what documentation was reviewed during the investigation.\n\nIf Equifax can not provide competent documentary evidence demonstrating how these accounts were verified, then the accounts must be deleted immediately from my credit file.\n\nI am requesting immediate deletion of the disputed tradelines and full compliance with the Fair Credit Reporting Act.","date_sent_to_company":"2026-05-07T15:20:41.000Z","issue":"Attempts to collect debt not owed","sub_product":"Rental debt","zip_code":"76014","tags":null,"has_narrative":true,"complaint_id":"21975641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2026-05-07T15:14:06.000Z","state":"TX","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I have repeatedly disputed these collection accounts with Equifax and requested the Method of Verification along with documentary <em>evidence</em> supporting the alleged debt.\n\nDespite my requests, Equifax continues to claim the accounts were verified while refusing to provide competent documentation showing how the <em>investigation</em> was conducted or <em>what</em> records were relied upon."]},"sort":[12.511688,"21975641"]},{"_index":"complaint-public-v1","_id":"6421407","_score":12.37831,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I booked with XXXX for a trip on XX/XX/XXXX. The hotel that I booked the travel for was really terrible. Cigarette smoke. Heavy odor of cleaning liquids. I went online and cancelled the trip. XXXX sent an email and said I will be refunded. They then said I should get a refund as long as I cancel before XXXX pm XX/XX/XXXX. I cancelled at XXXX pm. Now XXXX will not refund the {$96.00} and ask I call the hotel. The hotel is not refunding either. I filed a dispute for XXXX providing all the evidence that I cancelled on time. Now for the XX/XX/XXXX transaction they said they will reopen and investigate it. In the meantime, they have charged the transaction back to my account and then charged me interest on it. I showed ample evidence of the dispute. Attachments and emails showed I followed the process. I cancelled on time before the XXXX pm deadline. XXXX never discussed the evidence with me. All they did was write a generic response that they did the investigation and they are correct. What happened to providing a rebuttal to the evidence I provided. They can continue to write generic responses without actually looking at my evidence of email screenshots and cancellation emails. Nobody reviewed my evidence. They simply ignored it. I was XXXXXXXXXXXX to call me so I can walk the XXXX through the evidence.","date_sent_to_company":"2023-01-10T18:37:10.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"76262","tags":null,"has_narrative":true,"complaint_id":"6421407","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-01-10T18:31:08.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["All they did was write a generic response that they did the <em>investigation</em> and they are correct. <em>What</em> happened to providing a rebuttal to the <em>evidence</em> I provided. They can continue to write generic responses without actually looking at my <em>evidence</em> of email screenshots and cancellation emails. Nobody reviewed my <em>evidence</em>. They simply ignored it. I was XXXXXXXXXXXX to call me so I can walk the XXXX through the <em>evidence</em>."]},"sort":[12.37831,"6421407"]},{"_index":"complaint-public-v1","_id":"12548180","_score":12.345509,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"RE : XXXX XXXX XXXX XXXX XXXX XXXX Report Confirmation XXXX I disputed the above account because I am being reported late in XX/XX/year> when I did not miss such a payment. I received dispute results, which state the disputed information had been verified as accurate. This is impossible and I disagree with the results. You could not have done an investigation and come to the conclusion that I missed a payment in XX/XX/year>. This fee that the furnisher claims that I owe, was made up. There is nothing to support the existence of this fee. I have contacted the credit union and they admit there is no documentation to support the fee. I would like to know what Equifax did during its investigation to verify the disputed information was accurate. I need a specific description of the investigation and the identity of who was contacted, so I can follow up with my own investigation. \n\nIf you did not do an actual investigation, then the disputed information must be deleted. An investigation means a detailed inquiry or systematic examination or a searching inquiry. If you did not do a detailed inquiry or systematic examination or a searching inquiry of my dispute, then you either need to do another investigation or delete the disputed information. And if the investigation that does not conclusively verify the disputed information is accurate and complete, then the information must be deleted. To verify means to obtain \" evidence that establishes or confirms the accuracy or truth of something '' and/or \" the process of research, examination, etc., required to prove or establish authenticity or validity '' ; and/or \" a formal assertion of the truth of something, as by oath or affidavit. What evidence did you obtain to verify that I owed a fee? If you did not obtain such evidence, then you need to conduct another investigation or delete the disputed information.","date_sent_to_company":"2025-03-18T08:54:55.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"955XX","tags":null,"has_narrative":true,"complaint_id":"12548180","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-03-18T08:49:52.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["To verify means to obtain \" <em>evidence</em> that establishes or confirms the accuracy or truth of something '' and/or \" the <em>process</em> of research, examination, etc., required to prove or establish authenticity or validity '' ; and/or \" a formal assertion of the truth of something, as by oath or affidavit. <em>What</em> <em>evidence</em> did you obtain to verify that I owed a fee? If you did not obtain such <em>evidence</em>, then you need to conduct another <em>investigation</em> or delete the disputed information."]},"sort":[12.345509,"12548180"]},{"_index":"complaint-public-v1","_id":"18638303","_score":12.340946,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"I am filing a complaint against Affirm regarding their handling of a disputed XXXX purchase in the amount of {$880.00}. \n\nI canceled the order and the merchant failed to properly process the refund. I provided Affirm with extensive documentation, including email correspondence with XXXX and a formal XXXX complaint. Despite this, Affirm closed my dispute and stated that it lacked sufficient evidence, without contacting me for additional documentation and without providing any proof from XXXX that the charge was valid or that a refund was properly denied. \n\nThis is my second dispute attempt, initially Affirmed sided with XXXX due to \" XXXX Refund Policy '', however, I provided additional information to Affirm to prove that I was in fact within XXXX refund time frame. Affirm issued the same decision even after reviewing my evidence and seeing that the matter had been escalated through the XXXX. At no point was I given the opportunity to supplement the record or respond to what evidence was allegedly missing. Affirm also did not share what, if any, documentation they obtained from XXXX before ruling against me that than XXXX XXXX XXXX, which I proved I was within their time frame when they did the initial dispute investigation. \n\nI believe Affirm failed to conduct a reasonable investigation and improperly held me financially responsible for a charge resulting from merchant non-performance.","date_sent_to_company":"2026-01-11T22:06:54.000Z","issue":"Problem when making payments","sub_product":"Installment loan","zip_code":"11417","tags":null,"has_narrative":true,"complaint_id":"18638303","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Affirm Holdings, Inc","date_received":"2026-01-11T21:53:51.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Affirm issued the same decision even after reviewing my <em>evidence</em> and seeing that the matter had been escalated through the XXXX. At no point was I given the opportunity to supplement the record or respond to <em>what</em> <em>evidence</em> was allegedly missing. Affirm also did not share <em>what</em>, if any, documentation they obtained from XXXX before ruling against me that than XXXX XXXX XXXX, which I proved I was within their time frame when they did the initial dispute <em>investigation</em>."]},"sort":[12.340946,"18638303"]},{"_index":"complaint-public-v1","_id":"17295168","_score":12.328403,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint because Cash App has mishandled my dispute investigation involving over XXXX unauthorized transactions made to the same merchant, XXXX XXXX which is an online sweepstakes/gambling platform that is illegal in Oregon. \n\nOn XX/XX/year>, Cash App processed only XXXX of my disputes. Out of those, XXXX were approved totaling {$3600.00}, and XXXX were denied. However, I filed disputes for hundreds of transactions of the exact same kind, to the same merchant, with the same circumstances, and Cash App has not processed or reviewed the remaining transactions. \n\nI uploaded evidence for every transaction, including : Statements Screenshots of withdrawals Transaction IDs Merchant records Some dispute pages allowed me to upload the bank statement and the transaction cover file, and some only allowed the cover file. I believe this inconsistency caused wrongful denials. \n\nCash App has given no explanation for why the XXXX were denied while the XXXX were approved, even though they are all identical charges to the same gambling merchant. They have not provided a reason, investigative notes, or a timeline. I also did not receive approval or denial emails for many of the transactions I submitted only the first XXXX. \n\nAfter XXXXXXXX XXXX on XX/XX/year>, Cash App stopped processing my disputes entirely. No further disputes were reviewed, and I still have around XXXX unresolved transactions that Cash App has not processed at all. \n\nThis is unfair, inconsistent, and violates the dispute-investigation standards required under Regulation E.What I believe Cash App did wrong Failed to investigate all of my unauthorized transactions Processed only part of my dispute and ignored the rest Approved some identical transactions and denied others without reason Did not send required notices for all disputes Did not allow me to properly upload evidence on some submissions Did not explain why disputes with the same evidence were treated differently Stopped reviewing disputes without explanation Did not provide a way to appeal or escalate the denied disputes","date_sent_to_company":"2025-11-17T21:48:06.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"974XX","tags":null,"has_narrative":true,"complaint_id":"17295168","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-11-17T21:30:48.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is unfair, inconsistent, and violates the dispute-<em>investigation</em> standards required under Regulation E.<em>What</em> I believe Cash App did wrong Failed to <em>investigate</em> all of my unauthorized transactions <em>Processed</em> only part of my dispute and ignored the rest Approved some identical transactions and denied others without reason Did not send required notices for all disputes Did not allow me to properly upload <em>evidence</em> on some submissions Did not explain why disputes with the same <em>evidence</em> were treated"]},"sort":[12.328403,"17295168"]},{"_index":"complaint-public-v1","_id":"18888687","_score":12.30958,"_source":{"product":"Credit card","complaint_what_happened":"I disputed a {$230.00} purchase processed through American Express because the item I received was significantly not as described. The item was a XXXX sweater purchased on XX/XX/2025. The sellers listing showed no defects, but when the sweater arrived, it had an undisclosed stain embedded in the ribbon knit pattern. This materially changed the condition and value of the item. \n\nI opened a dispute with American Express and submitted clear photographic documentation of the defect. I also explained that this issue qualifies as a billing error under Regulation Z because the goods were not delivered as described. \n\nAmerican Express denied the dispute without addressing any of the evidence I provided. Their denial relied exclusively on the merchants internal all sales are final policy and the incorrect claim that I had not contacted the merchant. Both points were factually wrong and irrelevant to their legal obligation to investigate a Significantly Not As Described claim. \n\nRegulation Z requires the card issuer to conduct a reasonable investigation and evaluate all available evidence. American Express did not do this. Their written decision does not mention the defect, the photographs, or the mismatch between the listing and what was delivered. Instead, they issued a blanket statement that the charge is valid, even though the item received was materially different from what was advertised. \n\nThis dispute was mishandled, and American Express did not perform a compliant investigation. I am requesting CFPB assistance to require American Express to properly evaluate the evidence and correct the billing error.","date_sent_to_company":"2026-01-21T14:29:03.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"97202","tags":null,"has_narrative":true,"complaint_id":"18888687","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2026-01-21T14:16:33.000Z","state":"OR","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Their written decision does not mention the defect, the photographs, or the mismatch between the listing and <em>what</em> was delivered. Instead, they issued a blanket statement that the charge is valid, even though the item received was materially different from <em>what</em> was advertised. \n\nThis dispute was mishandled, and American Express did not perform a compliant <em>investigation</em>. I am requesting CFPB assistance to require American Express to properly evaluate the <em>evidence</em> and correct the billing error."]},"sort":[12.30958,"18888687"]},{"_index":"complaint-public-v1","_id":"7461158","_score":12.300905,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Under 15 US Code 1681i ( 7 ) Method of verification, this account is in violation it was reported without valid evidence. I have provided proof that the Bankruptcy courts do not report information to the credit reporting agencies. The bankruptcy court is listed as a furnisher on my credit report without valid evidence that it should be there, this is a violation. I demand that the accounts be removed from my credit report permanently. Can you provide evidence that supports your claim that the accounts are accurate? Did you use certified documents during the investigation, and if so, what were they? Please provide any information that was passed on to the original creditor during the investigation. I also need to know the cost of the documents used, the name of the person you spoke to at the original creditor 's office, as well as when and for how long the conversation took place. I would appreciate if you could provide the name of the person from your company who spoke with the original creditor during the verification process.","date_sent_to_company":"2023-08-28T13:54:05.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7461158","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-08-28T13:41:24.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Public record information inaccurate"},"highlight":{"complaint_what_happened":["Can you provide <em>evidence</em> that supports your claim that the accounts are accurate? Did you use certified documents during the <em>investigation</em>, and if so, <em>what</em> were they? Please provide any information that was passed on to the original creditor during the <em>investigation</em>. I also need to know the cost of the documents used, the name of the person you spoke to at the original creditor 's office, as well as when and for how long the conversation took place."]},"sort":[12.300905,"7461158"]},{"_index":"complaint-public-v1","_id":"12267840","_score":12.237342,"_source":{"product":"Checking or savings account","complaint_what_happened":"Chase is refusing to process a rightful chargeback despite providing all necessary evidence that the merchant ( XXXX XXXX ) is fraudulent and unresponsive. \n\nI disputed a transaction with Chase because the merchant failed to deliver the promised product/service and refuses to provide a refund. \nI provided all required evidence, including my attempts to contact the merchant and proof that the product/service was not as described.\n\nChase is refusing to issue a temporary credit, which other banks provide immediately while disputes are investigated.\n\nChases actions violate consumer protection laws, as they are delaying and obstructing a valid chargeback request under Visa/Mastercard policies.\n\nWhat I Want : Chase to immediately issue a full refund for this fraudulent transaction.\n\nChase to follow proper chargeback procedures and provide a temporary credit. \nCFPB to investigate Chases mishandling of chargebacks and lack of consumer protection. \n\nThis is an urgent matter, and I expect a swift resolution.","date_sent_to_company":"2025-02-27T09:26:45.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Other banking product or service","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"12267840","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-02-27T09:16:36.000Z","state":null,"company_public_response":null,"sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["Chase is refusing to <em>process</em> a rightful chargeback despite providing all necessary <em>evidence</em> that the merchant ( XXXX XXXX ) is fraudulent and unresponsive. \n\nI disputed a transaction with Chase because the merchant failed to deliver the promised product/service and refuses to provide a refund. \nI provided all required <em>evidence</em>, including my attempts to contact the merchant and proof that the product/service was not as described."]},"sort":[12.237342,"12267840"]},{"_index":"complaint-public-v1","_id":"12144624","_score":12.171283,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I submitted a formal dispute to Experian regarding two inaccurate accounts on my credit report : XXXX XXXX XXXX XXXXXXXX XXXX  In my dispute, I requested a reasonable investigation under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681i, and specifically asked Experian to : Provide detailed verification of these accounts. \nDisclose how the investigation was conducted and what records were used. \nProvide documentation from the furnishers proving that these accounts were valid. \nExperian 's Failure to Properly Investigate On XX/XX/XXXX, after not receiving a proper response, I submitted a second request for reinvestigation, reiterating my request for detailed verification and supporting documentation. Despite this, Experian failed to provide any new information or evidence. \n\nOn XX/XX/XXXX, Experian responded stating that the accounts were verified and updated, but once again failed to provide any actual evidence or documentation to support their verification. Their response did not : Explain what steps were taken to verify the accounts. \nProvide any records, signed agreements, or supporting documentation from the furnishers. \nAnswer my specific questions regarding the investigation process. \nUnder the FCRA, Experian is required to conduct a reasonable investigation and provide supporting documentation upon request. However, Experian has failed twice to comply with these legal requirements and has instead provided a vague response that does not constitute a valid investigation.","date_sent_to_company":"2025-02-21T02:05:27.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"29461","tags":null,"has_narrative":true,"complaint_id":"12144624","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-02-21T01:47:07.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["Their response did not : Explain <em>what</em> steps were taken to verify the accounts. \nProvide any records, signed agreements, or supporting documentation from the furnishers. \nAnswer my specific questions regarding the <em>investigation</em> <em>process</em>. \nUnder the FCRA, Experian is required to conduct a reasonable <em>investigation</em> and provide supporting documentation upon request."],"issue":["Problem with a company's <em>investigation</em> into an existing problem"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[12.171283,"12144624"]},{"_index":"complaint-public-v1","_id":"21065400","_score":12.118845,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"CFPB COMPLAINT INCOMPLETE INVESTIGATION, CONTRADICTORY RESPONSE, AND REFUSAL TO CORRECT OR FULLY REVIEW REPOSSESSION AND CREDIT REPORTING ISSUES I submit this complaint because Southeast Toyota Finance / World Omni Financial Corp. did not meaningfully investigate the issues raised and instead issued a conclusory XX/XX/year> response stating that it found no evidence of repossession-related communications during bankruptcy, had already updated reporting, and would take no further action on future disputes. That response is not an actual investigation. It is a refusal letter dressed up as one. \n\nIn its XX/XX/year> CFPB response, the company made several key assertions : 1. It properly adhered to the Bankruptcy-related laws during the bankruptcy proceeding.\n\n2. It found no evidence in its records that it communicated with or pressured me regarding repossession during the active bankruptcy period.\n\n3. It claims it previously submitted updates to remove adverse credit marks.\n\n4. It states it will not make changes or take further action regarding future disputes.\n\n5. It claims the matter is fully resolved.\n\nThose assertions remain disputed and appear to be based on an incomplete review. \n\nFirst, the companys statement that there was no evidence of repossession-related contact during bankruptcy is not sufficient unless it specifically reviewed third-party vendor records, repossession assignment logs, call records, bankruptcy forwarding activity, recovery notes, dialer records, and any communications made by agents or contractors acting on its behalf. A company can not truthfully say there was no evidence if it only checked its own narrow internal notes and failed to review vendor or third-party records. That is not a negative finding. That is an incomplete investigation. \n\nSecond, the companys response does not identify what records were actually reviewed. It does not say whether it reviewed : any repossession vendor assignments, third-party contractor communications, skip-trace records, outbound call logs, vendor account notes, bankruptcy communication restrictions applied to the account, or internal escalation records concerning the vehicle before payoff.\n\nWithout that information, its conclusion is unsubstantiated.\n\nThird, the company attempts to avoid responsibility for the continuing credit reporting harm by stating that it furnished accurate information and does not control how consumer reporting agencies display the data. That is not a complete answer. If a furnisher knows its reporting has produced inaccurate, misleading, incomplete, or contradictory information across bureaus, it still has a duty to investigate disputes reasonably and correct or clarify what it furnished. Saying we sent something, blame the bureaus does not resolve whether the companys own furnishing, coding, timing, bankruptcy notation, payment status, or post-bankruptcy account characterization was inaccurate or misleading. \n\nFourth, the companys declaration that it will not make further changes or take further action regarding future disputes is itself troubling because it suggests it has predetermined the outcome of disputes regardless of new evidence. That is not a good-faith dispute investigation process. It is a blanket shutdown position. \n\nThe company must now answer the following specific questions : 1. What exact records did it review before stating there was no evidence of repossession-related contact during bankruptcy?\n\n2. Did that review include third-party repossession vendors, agents, contractors, dialer systems, outbound call logs, and assignment history?\n\n3. Did it review whether any person or entity acting on its behalf contacted me or attempted to direct me regarding repossession while the bankruptcy case was active?\n\n4. What updates, exactly, were furnished to each consumer reporting agency, on what dates, and with what status codes or bankruptcy/account condition codes?\n\n5. If the account was updated to paid in full/closed with zero balance, why has the dispute process not produced a full written explanation with supporting furnishing details and documentary verification?\n\n6. On what basis does the company claim the matter is fully resolved while refusing further action and failing to describe the scope of its investigation? \n\nRequested relief : I request that CFPB require Southeast Toyota Finance / World Omni Financial Corp. to : 1. Conduct a documented reinvestigation that includes all internal and third-party vendor records, including repossession-related assignments, communications, call logs, dialer history, and bankruptcy restriction logs. \n2. Produce a detailed written statement identifying every record category reviewed and every entity searched before making the no evidence claim.\n\n3. Provide a complete Metro 2 or equivalent furnishing history showing exactly what was reported to each bureau, when it was reported, and what bankruptcy/account status codes were used.\n\n4. Correct, delete, or clarify any inaccurate, misleading, or incomplete credit reporting associated with this account.\n\n5. Explain in writing why it stated it would take no further action regarding future disputes, and whether that means it is refusing to consider new evidence.\n\n6. Cease relying on conclusory statements that a matter is resolved where the actual investigation scope has not been disclosed.\n\nThis complaint is not resolved. The companys XX/XX/XXXX response is conclusory, incomplete, and evasive. It does not explain the investigation steps taken, does not identify the records reviewed, does not address third-party repossession-related activity adequately, and does not provide the detailed furnishing information necessary to test the accuracy of its reporting. The CFPB should require a substantive response rather than allowing the company to close the matter with unsupported assurances.","date_sent_to_company":"2026-04-08T20:26:23.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"21065400","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"World Omni Financial Corp.","date_received":"2026-04-08T20:22:10.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem while selling or giving up the vehicle"},"highlight":{"complaint_what_happened":["<em>What</em> updates, exactly, were furnished to each consumer reporting agency, on <em>what</em> dates, and with <em>what</em> status codes or bankruptcy/account condition codes?\n\n5. If the account was updated to paid in full/closed with zero balance, why has the dispute <em>process</em> not produced a full written explanation with supporting furnishing details and documentary verification?\n\n6."]},"sort":[12.118845,"21065400"]},{"_index":"complaint-public-v1","_id":"18642331","_score":12.115807,"_source":{"product":"Credit card","complaint_what_happened":"WHAT HAPPENED_____ I am submitting this complaint to address Citibanks failure to conduct a fair and reasonable investigation of a billing-error dispute, in violation of the Fair Credit Billing Act and Regulation Z. This complaint is intentionally focused on Citibanks investigative process failures and is separate from my prior CFPB complaints, although it relates to the same underlying transaction.\n\n________ TIMELINE SUMMARY The disputed charge of {$4600.00} was processed on XX/XX/year> by the merchant, XXXX XXXX XXXX, in the wrong currency and for an incorrect amount. On XX/XX/year>, I opened a billing-error dispute with Citibank. On XX/XX/year>, I paid the full rent amount using a different credit card and have a receipt showing that rent was fully paid ; non-payment of rent has never been an issue. On XX/XX/year>, Citibank closed the dispute without ever requesting evidence from me or reviewing my documentation. On XX/XX/year>, Citibank reopened the dispute after acknowledging procedural error in the original handling. After reopening, Citibank relied almost entirely on a merchant letter dated after reopening and accepted a partial refund without requesting additional evidence from me, without comparing my evidence against the merchants assertions, and without conducting a meaningful investigation. Citibank subsequently treated the dispute as too old and dismissed it, despite having reopened the case due to its own procedural failure.\n\n_________ FAILURE TO CONDUCT A REASONABLE INVESTIGATION Citibank failed to conduct a reasonable investigation as required by Regulation Z. During the original dispute, Citibank never requested documentation or supporting evidence from me. When I later provided evidence, Citibank did not meaningfully evaluate it or explain how it was weighed against the merchants claims.\n\nThe merchants response asserted that they were not liable for fees and that rent was still owed. My evidence directly contradicts this assertion. I provided documentation showing that rent was paid in full on a separate credit card and that the disputed charge concerned fees that were never disclosed or authorized. Citibank did not address this contradiction and did not require the merchant to substantiate its claims.\n\n________ DEFERENCE TO UNSUPPORTED MERCHANT ASSERTIONS The merchant claimed that fees applied to credit card payments. I have no evidence disputing such disclosure because no such disclosure exists. If a fair investigation had been conducted, Citibank would have required the merchant to provide proof that fees were disclosed and agreed to. Citibank did not request or obtain such proof.\n\nInstead, Citibank accepted the merchants narrative at face value and treated the merchants refusal to refund as decisive, without explaining why unsupported merchant assertions were credited over my documentary evidence.\n\n________ INCONSISTENT HANDLING AFTER REOPENING Citibank reopened the dispute after acknowledging that the original handling was procedurally defective. The procedural defect was not minor or technical : Citibank closed the original dispute without ever requesting evidence from me or conducting any investigation at all. As a result, no reasonable investigation occurred during the original dispute. After reopening the case, Citibank again failed to conduct a proper investigation and instead relied on a merchant letter without meaningfully evaluating or weighing evidence. Despite reopening the dispute due to its own failure to investigate, Citibank later treated the dispute as too old and dismissed it. This handling is internally inconsistent and undermines the credibility of Citibanks review process. Reopening a dispute, especially due to a failure to investigate, necessarily requires that a compliant investigation then occur. Citibanks actions show that no proper investigation occurred at any stage of this dispute, either before or after reopening, which is inconsistent with Regulation Zs requirement for a reasonable investigation.\n\n_________ CONSUMER HARM AND INTERFERENCE WITH MEDIATION Citibanks failure to investigate deprived me of my statutory right to a fair review and materially harmed my ability to resolve the matter with the merchant. \n\nI had direct communications with XXXX and asked whether a chargeback or reversal could be processed. The merchant indicated they would look into it and did not disclose any fees associated with credit card processing. I am submitting XXXX communications showing these discussions. \n\nHad Citibank conducted a proper investigation, it would have evaluated this context rather than defaulting to the merchants unsupported position. Citibanks actions interfered with my ability to mediate the dispute fairly.\n\n________ ADDITIONAL EVIDENCE I am submitting supporting documents, including proof of full rent payment on a separate credit card, communications with XXXX regarding charge reversal, and my original dispute submissions that already contradict the merchants response.\n\nThese materials demonstrate that Citibank had sufficient information to conduct a proper investigation but failed to do so.\n\n________ CLOSING CLARIFICATION REGARDING EVIDENCE REVIEW For clarity, I submitted my supporting documentation on XX/XX/year> and again on XX/XX/year>, both well before Citibank relied on the merchants written response. Citibank therefore had my evidence in its possession prior to accepting the merchants assertions and prior to dismissing the dispute. The issue is not that evidence was unavailable or submitted late, but that Citibank did not meaningfully review or evaluate the evidence I provided. This confirms that the outcome was reached without a reasonable investigation and that my documentation was effectively disregarded despite being timely submitted.","date_sent_to_company":"2026-01-12T05:15:27.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75039","tags":null,"has_narrative":true,"complaint_id":"18642331","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-12T04:51:55.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["<em>WHAT</em> HAPPENED_____ I am submitting this complaint to address Citibanks failure to conduct a fair and reasonable <em>investigation</em> of a billing-error dispute, in violation of the Fair Credit Billing Act and Regulation Z."]},"sort":[12.115807,"18642331"]},{"_index":"complaint-public-v1","_id":"22313992","_score":12.107291,"_source":{"product":"Checking or savings account","complaint_what_happened":"I formally dispute the conclusion reached regarding claim XXXX and request an immediate escalation and reinvestigation of this matter.\n\nYour response improperly characterizes this incident as a simple authorized merchant dispute while failing to adequately address the fraudulent and deceptive conduct used to induce the transfer. This was not a legitimate transaction dispute involving dissatisfaction with services. The funds were obtained through misrepresentation and fraudulent inducement.\n\nThe recipient represented themselves as a legitimate business/provider through XXXX and XXXX XXXX in order to obtain payment. After payment was sent, the account immediately changed identifying information and failed to provide the promised services/products. This behavior is consistent with intentional fraud and impersonation, not a routine contractual disagreement between consumer and merchant.\n\nYour determination appears to rely solely on the fact that I technically initiated the transfer. However, authorization obtained through deception, impersonation, or fraudulent misrepresentation should not automatically eliminate consumer protections or end the investigation. At no point did I knowingly authorize funds to be transferred to a fraudulent party operating under false pretenses.\n\nAdditionally, I believe the investigation conducted was inadequate for several reasons : The response fails to explain what investigative steps were actually taken.\n\nNo evidence was provided showing how the recipient was determined to be legitimate.\n\nNo explanation was provided regarding whether account activity, profile changes, fraud indicators, prior complaints, or suspicious conduct were reviewed. \nXXXX XXXX delayed the dispute process by instructing me to first request a refund instead of immediately processing the fraud dispute, reducing my ability to recover funds promptly.\n\nThe response improperly shifts all responsibility to the consumer despite clear evidence of deceptive conduct by the recipient.\n\nI am requesting the following immediately : 1. A full reinvestigation of this claim under fraud and deceptive inducement standards rather than a standard merchant dispute framework.\n\n2. Copies of all records, investigative notes, findings, policies, and evidence relied upon in denying reimbursement.\n\n3. Clarification regarding what specific evidence was used to conclude no error occurred.\n\n4. Confirmation of whether the recipient account was reviewed for suspicious activity, prior fraud complaints, or account/profile changes after payment.\n\n5. Escalation of this matter to a senior investigator or executive review team.\n\nI acted promptly and in good faith upon discovering the fraud. I provided supporting evidence and attempted recovery through the channels instructed to me. The current response does not sufficiently address the fraudulent nature of this incident and fails to provide transparency regarding the investigation performed.\n\nIf this matter continues to be denied without meaningful review, I reserve the right to pursue additional complaints with state and federal regulatory agencies and explore all available legal remedies","date_sent_to_company":"2026-05-18T18:49:03.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"98122","tags":null,"has_narrative":true,"complaint_id":"22313992","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-05-18T18:43:00.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Clarification regarding <em>what</em> specific <em>evidence</em> was used to conclude no error occurred.\n\n4. Confirmation of whether the recipient account was reviewed for suspicious activity, prior fraud complaints, or account/profile changes after payment.\n\n5. Escalation of this matter to a senior <em>investigator</em> or executive review team.\n\nI acted promptly and in good faith upon discovering the fraud. I provided supporting <em>evidence</em> and attempted recovery through the channels instructed to me."]},"sort":[12.107291,"22313992"]},{"_index":"complaint-public-v1","_id":"10358492","_score":12.105705,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXXXXXX. \n\nThis is what occurred plus the additional information I provided back in XXXX of this year. I have been in the process of locating an attorney to pursue a lawsuit similar to the above due to the infringement of my rights as consumer, not to mention the attorney I did speak with told me that it was illegal to deny the claims of fraud and that the card based on evidence provided to the attorney was duplicated. The fraud was an inside job and the company refuses to do a thorough investigation ( did not know I could be in Texas and Georgia at the same time using the same card ).","date_sent_to_company":"2024-10-05T23:08:20.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"30189","tags":"Servicemember","has_narrative":true,"complaint_id":"10358492","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-10-05T22:57:47.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This is <em>what</em> occurred plus the additional information I provided back in XXXX of this year. I have been in the <em>process</em> of locating an attorney to pursue a lawsuit similar to the above due to the infringement of my rights as consumer, not to mention the attorney I did speak with told me that it was illegal to deny the claims of fraud and that the card based on <em>evidence</em> provided to the attorney was duplicated."]},"sort":[12.105705,"10358492"]},{"_index":"complaint-public-v1","_id":"11493554","_score":12.103214,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"A check issued on my behalf by XXXX XXXX  was dishonored by XXXX XXXX XXXX  with the cryptic reason \" refer to maker ''. Ally has investigated and found evidence that the check was paid. XXXX XXXX refuses to give any information. \n\nThe check itself has the phone number of \" Payment Processing Center '' which seems to be not XXXX XXXX but a company named Northern Trust. \n\nAs far as I can determine, filing a complaint here is my only way of figuring out why this check was not paid and what happened to my money.","date_sent_to_company":"2025-03-04T15:10:10.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"94112","tags":"Older American","has_narrative":true,"complaint_id":"11493554","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2025-01-12T20:47:38.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Ally has <em>investigated</em> and found <em>evidence</em> that the check was paid. XXXX XXXX refuses to give any information. \n\nThe check itself has the phone number of \" Payment <em>Processing</em> Center '' which seems to be not XXXX XXXX but a company named Northern Trust. \n\nAs far as I can determine, filing a complaint here is my only way of figuring out why this check was not paid and <em>what</em> happened to my money."]},"sort":[12.103214,"11493554"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":3588,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":3588}]}},"product":{"doc_count":3588,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":1010,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":998},{"key":"Other personal consumer report","doc_count":12}]}},{"key":"Checking or savings 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