{"took":585,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":54,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"21712719","_score":25.78466,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint regarding Chase Banks refusal to properly investigate and reimburse unauthorized transactions on my account. \nThe transactions in question total {$660.00} and were made at XXXX locations in California using XXXX XXXX. I reside in Texas and was physically present in Texas at the time these transactions occurred. I did not authorize these transactions, nor did I add my card to any other device. \nI reported these transactions to Chase, and a claim was opened ( Claim # XXXX ). Chase initially provided a temporary credit, which was later reversed after they determined the transactions were authorized. However, Chase has failed to provide any evidence supporting this conclusion. \nI have repeatedly requested that Chase provide the basis for their determination, including : The device used to make the XXXX XXXX transactions The verification method used when the card was added to the digital wallet Any records showing that I authorized these transactions Chase has refused to provide this information and has instead directed me to resolve the issue with the merchant, XXXX. This is inappropriate, as I did not conduct any business with the merchant and these are clearly unauthorized transactions. \nUnder the Electronic Fund Transfer Act ( Regulation E ), I am not liable for unauthorized transactions, and the responsibility to investigate rests with the financial institution. \nI am requesting that Chase : 1. Reopen and properly investigate my claim 2. Provide all documentation and evidence used to determine that the transactions were authorized 3. Reimburse the full amount of {$660.00}","date_sent_to_company":"2026-04-29T16:48:01.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"75240","tags":null,"has_narrative":true,"complaint_id":"21712719","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-04-29T16:33:51.000Z","state":"TX","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act ( Regulation E ), I am not liable for unauthorized transactions, and the responsibility to <em>investigate</em> rests with the financial institution. \nI am requesting that Chase : 1. Reopen and properly <em>investigate</em> my claim 2. <em>Provide</em> all documentation and <em>evidence</em> <em>used</em> to determine that the transactions were authorized 3. <em>Reimburse</em> the full amount of {$660.00}"]},"sort":[25.78466,"21712719"]},{"_index":"complaint-public-v1","_id":"19955954","_score":25.695726,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint regarding Cash Apps handling of an identity theft and unauthorized transaction dispute. \n\nAfter being assaulted and robbed by a roommate in XX/XX/XXXX, I began noticing unauthorized transactions occurring on my financial accounts, including my Cash App account. Over time, approximately {$1500.00} was taken from my accounts. I reported the identity theft to the XXXX XXXX of Police, and a police report was created documenting the theft and the suspect involved. \n\nI filed a dispute with Cash App regarding unauthorized transactions associated with my account. Cash App opened dispute case XXXX XXXXXXXX and later denied the claim, stating that the transactions were authorized by me or someone I authorized to use my credentials. However, Cash App did not provide evidence supporting this determination. \n\nAfter the dispute was denied, I contacted Cash App support again and requested written documentation of their investigation, including audit findings and the basis used to determine that the transactions were authorized. I specifically requested information such as device login records, IP address logs, authentication records, and any documentation used in their investigation. \n\nCash App acknowledged that my request for documentation was submitted on XX/XX/XXXX and stated that the matter was escalated for review. However, the company did not provide the requested investigation records or any evidence supporting their conclusion. \n\nI believe Cash App failed to conduct a reasonable investigation into the identity theft claim and improperly denied reimbursement for unauthorized transactions. I am requesting that Cash App conduct a proper investigation and provide the evidence used in their determination, and reimburse the funds taken from my account as a result of the unauthorized transactions.","date_sent_to_company":"2026-03-19T11:33:46.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"44112","tags":null,"has_narrative":true,"complaint_id":"19955954","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-03-04T06:56:00.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I believe Cash App failed to conduct a reasonable <em>investigation</em> into the identity theft claim and improperly denied reimbursement for unauthorized transactions. I am requesting that Cash App conduct a proper <em>investigation</em> and <em>provide</em> the <em>evidence</em> <em>used</em> in their <em>determination</em>, and <em>reimburse</em> the funds taken from my account as a result of the unauthorized transactions."]},"sort":[25.695726,"19955954"]},{"_index":"complaint-public-v1","_id":"19385374","_score":24.210228,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/year>, a Pay Friends transfer of {$1200.00} was made from my Chime account without my authorization. I did not initiate this transaction and do not know the recipient. I immediately contacted Chime and reported the transaction as unauthorized fraud and opened Claim ID XXXX. \nChime conducted an investigation and later denied my claim, stating that \" no error occurred. '' However, Chime has not provided any proof that I authorized the transfer. I have never sent money to this recipient before and did not consent to this payment. \nNo provisional credit was issued during the investigation, and I believe the review was inadequate. I requested documentation and evidence used to deny my claim, including device logs, IP address information, and login history, but this information has not been provided.\n\n1 believe my account was compromised and that this was an unauthorized electronic funds transfer. I am requesting that Chime reopen the investigation, provide all evidence used to make their determination, and reimburse the {$1200.00} that was taken from my account without my permission.","date_sent_to_company":"2026-02-10T15:34:48.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"89015","tags":null,"has_narrative":true,"complaint_id":"19385374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-02-10T15:22:55.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I requested documentation and <em>evidence</em> <em>used</em> to deny my claim, including device logs, IP address information, and login history, but this information has not been provided.\n\n1 believe my account was compromised and that this was an unauthorized electronic funds transfer. I am requesting that Chime reopen the <em>investigation</em>, <em>provide</em> all <em>evidence</em> <em>used</em> to make their <em>determination</em>, and <em>reimburse</em> the {$1200.00} that was taken from my account without my permission."]},"sort":[24.210228,"19385374"]},{"_index":"complaint-public-v1","_id":"20805942","_score":23.71165,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting a complaint against PNC Bank regarding its handling of unauthorized electronic fund transfers and failure to comply with the Electronic Fund Transfer Act ( Regulation E ). \n\nBetween XXXX and XX/XX/2025, multiple unauthorized debit card transactions occurred on my account. I promptly reported these transactions to PNC, and the bank initially issued provisional credits. However, PNC later reversed those credits and denied my claims, asserting that the debit card was present for the transactions. \n\nThis determination is improper. The mere presence or use of a debit card does not establish that the transactions were authorized. Regulation E requires a reasonable investigation and proof of authorization, which PNC has failed to provide.\n\nThe transactions occurred in a pattern consistent with fraud, and I timely reported them. PNCs response does not demonstrate that a reasonable investigation was conducted, nor does it provide evidence that I authorized the transactions.\n\nAs a result of PNCs actions : Provisional credits were reversed My account was left with a negative balance The matter has been referred to collections I am requesting that PNC : Reopen the investigation in compliance with Regulation E Reimburse the unauthorized transactions or waive the balance Confirm that no negative reporting will occur Provide documentation supporting their determination PNCs handling of this matter reflects a failure to meet its obligations under federal law. \n\nI request prompt regulatory review and resolution.","date_sent_to_company":"2026-03-31T14:30:46.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"07871","tags":null,"has_narrative":true,"complaint_id":"20805942","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2026-03-31T14:24:18.000Z","state":"NJ","company_public_response":null,"sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["This <em>determination</em> is improper. The mere presence or <em>use</em> of a debit card does not establish that the transactions were authorized. Regulation E requires a reasonable <em>investigation</em> and proof of authorization, which PNC has failed to <em>provide</em>.\n\nThe transactions occurred in a pattern consistent with fraud, and I timely reported them. PNCs response does not demonstrate that a reasonable <em>investigation</em> was conducted, nor does it <em>provide</em> <em>evidence</em> that I authorized the transactions."]},"sort":[23.71165,"20805942"]},{"_index":"complaint-public-v1","_id":"20763219","_score":23.298317,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against Chime regarding a denied unauthorized transaction claim ( Claim ID : XXXX ) totaling {$2900.00}. \n\nMy debit card was lost, and multiple unauthorized transactions were made through XXXX XXXX from an unknown person account without my knowledge or permission. I did not authorize these transactions, did not share my card information, and did not benefit from these purchases in any way. \n\nI reported the issue promptly and fully cooperated with Chimes investigation. However, I received a final determination stating that no error occurred, without being provided sufficient evidence to support this conclusion.\n\nUnder Regulation E ( Electronic Fund Transfer Act ), financial institutions are required to conduct a reasonable investigation and provide evidence of authorization if a claim is denied. Chime has failed to provide : Proof that I authorized the transactions Any IP address, device information, or authentication details Any evidence showing the transactions were conducted by me Because my card was lost and used fraudulently, I am requesting : A full reinvestigation of my claim ( Claim ID : XXXX ) All documentation and evidence used in the denial decision A refund of the unauthorized transactions totaling {$2900.00} Chimes failure to properly investigate and reimburse unauthorized transactions appears to be a violation of Regulation E consumer protections.\n\nI am requesting immediate resolution.","date_sent_to_company":"2026-03-30T05:12:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"34113","tags":null,"has_narrative":true,"complaint_id":"20763219","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-30T05:00:18.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Chime has failed to <em>provide</em> : Proof that I authorized the transactions Any IP address, device information, or authentication details Any <em>evidence</em> showing the transactions were conducted by me Because my card was lost and <em>used</em> fraudulently, I am requesting : A full reinvestigation of my claim ( Claim ID : XXXX ) All documentation and <em>evidence</em> <em>used</em> in the denial decision A refund of the unauthorized transactions totaling {$2900.00} Chimes failure to properly <em>investigate</em> and <em>reimburse</em> unauthorized transactions"]},"sort":[23.298317,"20763219"]},{"_index":"complaint-public-v1","_id":"20494866","_score":23.083202,"_source":{"product":"Checking or savings account","complaint_what_happened":"am filing a complaint regarding an unauthorized debit card transaction of {$1100.00} that was processed on my account and has now been denied XXXX  by Chime without sufficient explanation. \n\nI did not authorize this transaction, I do not recognize the merchant, and I received no goods or services. I reported the transaction promptly and provided a written dispute statement, yet Chime concluded no error occurred without providing any supporting evidence. \n\nUnder Regulation XXXX, an unauthorized transaction includes any transfer initiated without my authority. The burden is on the financial institution to demonstrate authorization, which has not been provided. \n\nI am requesting that Chime reopen the investigation, provide all documentation used in their determination, and reimburse the full {$1100.00} amount. \n\nI am seeking a fair resolution in accordance with federal consumer protection laws.","date_sent_to_company":"2026-03-23T05:03:31.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"36695","tags":"Servicemember","has_narrative":true,"complaint_id":"20494866","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-23T04:52:18.000Z","state":"AL","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am requesting that Chime reopen the <em>investigation</em>, <em>provide</em> all documentation <em>used</em> in their <em>determination</em>, and <em>reimburse</em> the full {$1100.00} amount. \n\nI am seeking a fair resolution in accordance with federal consumer protection laws."]},"sort":[23.083202,"20494866"]},{"_index":"complaint-public-v1","_id":"21062107","_score":22.891674,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against Cash App regarding their handling of a fraudulent, unauthorized transaction made using my stolen physical debit card. The transaction was made on XX/XX/XXXX for the total of {$110.00} and could not be disputed at the time of my original phone call since the transaction was pending. \n\nThe transaction in question was not authorized by me. My card had been stolen, and I reported the fraud promptly. Despite this, Cash App denied my claim in less than XXXX hours without conducting what appears to be a reasonable or thorough investigation. \n\nCash App did not provide any actual evidence supporting their determination. When I requested documentation or details explaining how they concluded the transaction was authorized, they failed to supply any transaction-specific proof ( such as IP address, device data, location verification, or authentication logs ). \n\nInstead, Cash App responded by stating the transaction was authorized and cited prior transactions on my account as evidence of normal activity. However, this reasoning is flawed and contradictory, as those same prior transactions were already identified and acknowledged as fraudulent on XX/XX/year>. \n\nUsing previously disputed and fraudulent transactions as justification to deny a new claim demonstrates a failure to properly investigate and a disregard for the facts of my case. \n\nI believe Cash App has violated its obligation under federal consumer protection laws, including the Electronic Fund Transfer Act ( Regulation E ), which requires a good-faith, reasonable investigation of reported unauthorized transactions. View the screenshot for a list of fraudulent transactions which has already been refunded and the claim was approved due to fraudulent activity.\n\nI am requesting that Cash App : 1. Reopen and conduct a proper investigation into this unauthorized transaction 2. Provide all evidence used in their determination, including technical and transactional data 3. Reimburse the full amount of the unauthorized transaction 4. Clarify their investigation procedures and explain how prior fraudulent transactions were used as justification for denial Cash Apps handling of my claim has been inadequate, inconsistent, and lacking transparency. I am seeking CFPB assistance to ensure a fair resolution. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-08T19:13:54.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"93420","tags":null,"has_narrative":true,"complaint_id":"21062107","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-04-08T19:02:59.000Z","state":"CA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Reopen and conduct a proper <em>investigation</em> into this unauthorized transaction 2. <em>Provide</em> all <em>evidence</em> <em>used</em> in their <em>determination</em>, including technical and transactional data 3. <em>Reimburse</em> the full amount of the unauthorized transaction 4. Clarify their <em>investigation</em> procedures and explain how prior fraudulent transactions were <em>used</em> as justification for denial Cash Apps handling of my claim has been inadequate, inconsistent, and lacking transparency."]},"sort":[22.891674,"21062107"]},{"_index":"complaint-public-v1","_id":"21211879","_score":22.396742,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint against Wells Fargo regarding their improper denial of my claim for unauthorized transactions. \n\nI reported transactions that I did not authorize. Wells Fargo denied my claim solely on the basis that the transactions were conducted using a device linked to my phone number. This is not proof of authorization and does not satisfy their obligations under Regulation E. \n\nI explicitly informed Wells Fargo that I have multiple devices associated with my phone number and accounts, and not all of these devices were consistently in my possession. Despite this, they failed to investigate the possibility of unauthorized device access or account compromise. \n\nAdditionally, I was informed that the transactions involved a digital wallet. I do not have my Wells Fargo card loaded into any digital wallet, which raises serious concerns about unauthorized provisioning or account access. Wells Fargo failed to investigate or explain how a digital wallet was allegedly used. \n\nI requested critical evidence supporting their determination, including IP logs, device identification, authentication method ( biometric or passcode ), and digital wallet enrollment records. Wells Fargo refused to provide this information, citing it as proprietary. \n\nA claim denial without providing verifiable evidence of authorization is insufficient and indicates a failure to conduct a reasonable investigation as required under federal law. \n\nWells Fargo is improperly shifting liability to me without demonstrating that I authorized these transactions. \n\nI am requesting that Wells Fargo : Provide all documentation and evidence used in their investigation Identify the specific device ( s ), IP address ( es ), and authentication method ( s ) used Investigate potential unauthorized device or digital wallet access Reverse the denial and reimburse the unauthorized transactions If Wells Fargo can not produce clear and verifiable evidence that I personally authorized these transactions, they must comply with Regulation E and correct this error.","date_sent_to_company":"2026-04-14T03:39:51.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"33496","tags":null,"has_narrative":true,"complaint_id":"21211879","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-04-14T03:35:46.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am requesting that Wells Fargo : <em>Provide</em> all documentation and <em>evidence</em> <em>used</em> in their <em>investigation</em> Identify the specific device ( s ), IP address ( es ), and authentication method ( s ) <em>used</em> <em>Investigate</em> potential unauthorized device or digital wallet access Reverse the denial and <em>reimburse</em> the unauthorized transactions If Wells Fargo can not produce clear and verifiable <em>evidence</em> that I personally authorized these transactions, they must comply with Regulation E and correct this error."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[22.396742,"21211879"]},{"_index":"complaint-public-v1","_id":"21610684","_score":22.307428,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding my banks failure to properly investigate and reimburse an unauthorized electronic funds transfer totaling {$6500.00}. \n\nOn XX/XX/year>, I was approached by XXXX individuals in a vehicle who intimidated me and forcibly took my phone from my hands. While I was under duress, they accessed my XXXX XXXX and completed a transfer without my consent. \n\nThis transaction was not authorized. It occurred under coercion and involved the physical taking of my device. \n\nI immediately reported the incident to my bank and filed a dispute. The bank issued a provisional credit, which indicates the claim initially had merit. However, the bank later reversed the credit, stating that the transaction was authorized. \n\nThis determination is incorrect and does not align with the protections provided under the Electronic Fund Transfer Act ( Regulation E ). A transaction conducted under threat, coercion, or after a device is taken should not be considered authorized. \n\nI have filed ( or am in the process of filing ) a police report documenting the incident and will provide that documentation. \n\nI am requesting that the bank : Reopen and properly investigate this claim under Regulation E Provide the specific evidence used to determine the transaction was authorized Reimburse the {$6500.00} that was taken as a result of this incident This type of crime is increasingly common, and consumers should not be held liable for transactions completed under coercion or theft. \n\nI am requesting a full resolution and reimbursement of the disputed amount.","date_sent_to_company":"2026-04-26T14:03:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"235XX","tags":null,"has_narrative":true,"complaint_id":"21610684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-04-26T13:46:13.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I am requesting that the bank : Reopen and properly <em>investigate</em> this claim under Regulation E <em>Provide</em> the specific <em>evidence</em> <em>used</em> to determine the transaction was authorized <em>Reimburse</em> the {$6500.00} that was taken as a result of this incident This type of crime is increasingly common, and consumers should not be held liable for transactions completed under coercion or theft. \n\nI am requesting a full resolution and reimbursement of the disputed amount."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[22.307428,"21610684"]},{"_index":"complaint-public-v1","_id":"19532488","_score":22.067972,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint regarding Bank XXXX XXXX handling of a debit card fraud claim ( Claim # XXXX ). \n\nI reported a series of unauthorized debit card transactions totaling approximately {$2400.00}. These were in-person transactions across multiple merchants over a short period of time. I did not make these transactions, did not authorize any person to use my card, and did not have possession of the card at the time the charges occurred. \n\nBank of America initially denied my claim based on the passage of time. I requested reconsideration and explained the delayed discovery, including circumstances that disrupted my ability to conduct routine account review. Bank of America then changed its position and denied the claim on the basis that the transactions were conducted by me or by someone authorized to use my card. \n\nThis conclusion is incorrect. I did not authorize these transactions, and the bank has provided no evidence supporting its determination.\n\nI have formally requested documentation supporting the banks conclusion, including transaction authorization records, transaction method ( chip, swipe, or contactless ), signed receipts, and any proof that I or an authorized user conducted the transactions. To date, Bank of America has provided no supporting evidence. \n\nMy concerns are : The bank determined transactions were authorized without providing evidence or explanation of its investigation. \nI did not possess the card at the time of the transactions and did not authorize any user. \nThe transactions occurred across multiple merchants, which is consistent with unauthorized use. \nThe bank appears to have relied on assumptions rather than a reasonable investigation. \nI reported the transactions promptly upon discovery and acted in good faith. \n\nI am requesting that Bank of America conduct a proper reinvestigation, provide the documentation supporting its determination, and reimburse the unauthorized transactions. \n\nI am also requesting review of whether Bank of America complied with its obligations under Regulation E in investigating and resolving this unauthorized electronic fund transfer claim.","date_sent_to_company":"2026-02-16T18:47:56.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"20002","tags":null,"has_narrative":true,"complaint_id":"19532488","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-02-16T18:42:23.000Z","state":"DC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am requesting that Bank of America conduct a proper reinvestigation, <em>provide</em> the documentation supporting its <em>determination</em>, and <em>reimburse</em> the unauthorized transactions. \n\nI am also requesting review of whether Bank of America complied with its obligations under Regulation E in <em>investigating</em> and resolving this unauthorized electronic fund transfer claim."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[22.067972,"19532488"]},{"_index":"complaint-public-v1","_id":"20302400","_score":21.84113,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint regarding Citizens Banks denial of a fraud claim involving {$36000.00} in unauthorized debit card transactions on my account. \n\nMy debit card and mobile phone were stolen, and shortly afterward multiple fraudulent transactions were made using my debit card information. I reported the theft and the unauthorized transactions to Citizens Bank promptly and filed a fraud claim. \n\nDespite the clear circumstances of theft and unauthorized activity, Citizens Bank denied my fraud claim and has not provided adequate documentation or evidence explaining how it concluded that the transactions were authorized. \n\nUnder the Electronic Fund Transfer Act ( EFTA ) and Regulation E, financial institutions are required to conduct a reasonable investigation when a consumer reports unauthorized electronic fund transfers. If a claim is denied, the bank must provide a clear explanation of the findings and make available the documentation used in its determination. \n\nCitizens Bank has failed to provide : A complete written explanation of the denial determination The evidence relied upon during the investigation Any authentication records such as device identifiers, IP logs, geolocation records, or chip/PIN verification data supporting its conclusion that the transactions were authorized This situation is especially concerning because fraud stemming from the same theft incident occurred on accounts I hold at XXXX XXXX XXXX and XXXX XXXX conducted its investigation and reimbursed the stolen funds after confirming the transactions were fraudulent. \n\nThe amount of money involved is {$36000.00}, and the denial of my claim without adequate explanation has caused significant financial harm. \n\nI am requesting that Citizens Bank : 1. Reopen and conduct a proper investigation into the unauthorized transactions 2. Provide a full written explanation and documentation supporting its prior determination 3. Credit my account for the {$36000.00} in fraudulent transactions Citizens Banks failure to provide transparency regarding its investigation raises serious concerns about whether it complied with its obligations under Regulation E governing unauthorized electronic fund transfers.\n\nGiven that my debit card and phone were stolen and the transactions were reported promptly, my liability for unauthorized electronic fund transfers should be limited under the Electronic Fund\nTransfer Act ( 15 U.S.C. 1693g ) and Regulation E ( 12 CFR 1005.6 ).\n\nIf Citizens Bank is asserting that the transactions were authorized, I request that the bank provide the specific evidence and authentication records demonstrating authorization, including chip verification records, PIN authentication logs, device identifiers, geolocation data, and any other transaction verification data relied upon during the investigation. \n\nAbsent such evidence, denying reimbursement for {$36000.00} in clearly disputed transactions following a theft incident appears inconsistent with the banks obligations under Regulation E to conduct a reasonable investigation and properly resolve claims of unauthorized electronic fund transfers. \n\nUnder Regulation E ( 12 CFR 1005.11 ), when I reported unauthorized electronic transactions, the bank did not complete the investigation within 10 business days, OR provide provisionally credit my account while they continue investigating They can not just hold my money and investigate for weeks or months without giving provisional credit.\n\nI am requesting regulatory review and assistance in resolving this matter.","date_sent_to_company":"2026-03-16T18:01:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"07960","tags":null,"has_narrative":true,"complaint_id":"20302400","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2026-03-16T17:36:05.000Z","state":"NJ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, financial institutions are required to conduct a reasonable <em>investigation</em> when a consumer reports unauthorized electronic fund transfers. If a claim is denied, the bank must <em>provide</em> a clear explanation of the findings and make available the documentation <em>used</em> in its <em>determination</em>."]},"sort":[21.84113,"20302400"]},{"_index":"complaint-public-v1","_id":"20961442","_score":21.30455,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding unauthorized transactions that occurred on my PayPal account on XX/XX/XXXX. \n\nMultiple transactions were made through my account that I did not authorize. These transactions were flagged by my bank as unusual and potentially fraudulent activity. All other transactions on my account are normal, indicating this was an isolated incident.\n\nI reported these transactions to PayPal, and I received conflicting information during the investigation. At one point, I was provided written confirmation stating that the activity on my account was determined to be unauthorized. However, PayPal later denied my dispute, claiming that the transactions were authorized because they were verified through my email address. \n\nI did not authorize these transactions. If activity occurred through my email or account, this indicates a potential account compromise, which should still qualify as unauthorized use. \n\nDespite presenting this information, PayPal closed the case and stated that the decision is final, refusing to reopen the investigation. They also advised me to contact the seller, which is not appropriate in cases of fraud. \n\nI am requesting that PayPal : Conduct a proper investigation into these unauthorized transactions Provide documentation of the evidence used in their determination Reimburse the funds associated with these unauthorized transactions I am also pursuing resolution through my financial institution due to PayPals failure to properly handle this matter.","date_sent_to_company":"2026-04-05T19:58:35.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"275XX","tags":null,"has_narrative":true,"complaint_id":"20961442","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-05T19:51:47.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting that PayPal : Conduct a proper <em>investigation</em> into these unauthorized transactions <em>Provide</em> documentation of the <em>evidence</em> <em>used</em> in their <em>determination</em> <em>Reimburse</em> the funds associated with these unauthorized transactions I am also pursuing resolution through my financial institution due to PayPals failure to properly handle this matter."]},"sort":[21.30455,"20961442"]},{"_index":"complaint-public-v1","_id":"20886873","_score":20.832949,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint against Ally Bank regarding an unauthorized electronic fund transfer involving XXXX. \n\nOn XX/XX/year>, a {$1000.00} XXXX transfer was made from my Ally Bank savings account to an individual named XXXX XXXX. I did not initiate, authorize, or approve this transaction in any way. I have never enrolled in or used XXXX prior to this incident. \n\nA fraudster impersonated a banker and gained access to my account. They performed the entire transaction without my involvement. I reported the fraud to Ally Bank immediately on the same day it occurred ( XX/XX/year> ). \n\nAlly Bank opened a new account for me and issued a provisional credit of {$1000.00} on XX/XX/year>. On XX/XX/year>, Ally recovered {$860.00} from the fraudulent recipient ( XXXX XXXX XXXX ), which indicates that the receiving account was associated with fraud. \n\nHowever, on XX/XX/year>, Ally reversed the full {$1000.00} provisional credit after concluding that the transaction was authorized. Their written determination provided no explanation or evidence to support this conclusion. The letter simply states that the transaction was authorized and processed without error. \n\nI have since reopened the dispute with Ally Bank under dispute number XXXX. \n\nThis transaction was not authorized by me and was the result of unauthorized access to my account ( account takeover ). Under Regulation E, this qualifies as an unauthorized electronic fund transfer. Ally Bank has not provided any documentation demonstrating that I authorized this transaction, nor have they explained how XXXX was enrolled and used on my account without my consent. \n\nI am requesting that Ally Bank : * Provide all documentation and evidence used in their determination ( including IP address, device information, and authentication records ) * Explain how XXXX was enrolled and used on my account without my authorization * Reimburse the remaining disputed funds I believe Ally Banks investigation was insufficient and did not meet the requirements of Regulation E for resolving unauthorized electronic fund transfers.","date_sent_to_company":"2026-04-02T16:18:23.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"989XX","tags":null,"has_narrative":true,"complaint_id":"20886873","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2026-04-02T16:13:00.000Z","state":"WA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting that Ally Bank : * <em>Provide</em> all documentation and <em>evidence</em> <em>used</em> in their <em>determination</em> ( including IP address, device information, and authentication records ) * Explain how XXXX was enrolled and <em>used</em> on my account without my authorization * <em>Reimburse</em> the remaining disputed funds I believe Ally Banks <em>investigation</em> was insufficient and did not meet the requirements of Regulation E for resolving unauthorized electronic fund transfers."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[20.832949,"20886873"]},{"_index":"complaint-public-v1","_id":"20057189","_score":20.802025,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, an unauthorized XXXX XXXX account was created under my name without my consent. I do not know who created the account. On the same day, {$1300.00} was withdrawn from my Bank of America account and transferred to this fraudulent XXXX XXXX account. \n\nI immediately reported the transaction to Bank of America on XX/XX/year>. Bank of America stated that they would investigate and provisionally credited my account around XX/XX/year>. \n\nOn XX/XX/year>, Bank of America reversed the credit, denied my claim, and passed the fees back to me. They provided no explanation, no documentation, no evidence, and no opportunity to review their findings. They also could not provide any information about the fraudulent XXXX XXXX account other than that it was created under my name, which confirms identity theft. \n\nUnder the Electronic Fund Transfer Act ( Regulation E ), I am entitled to : a written explanation of why my claim was denied copies of documents used in the investigation evidence supporting their determination a good-faith investigation within required timelines Bank of America has not provided any of these.\n\nI am requesting the CFPBs assistance to : Require Bank of America to provide a written explanation of their investigation Provide evidence supporting their denial Reopen the claim and review under EFTA Reimburse the unauthorized transfer and fee reversals This was identity theft. I did not open a XXXX XXXX account and did not authorize this transfer. I am asking for the protections I am entitled to under EFTA. \n\nI have filed a police report with XXXX XXXX Police Department Case number is Case number is XXXX I have reached out to Cash App and they needed more information from me to pull up information on what cash app account the money was deposited to.","date_sent_to_company":"2026-03-07T00:53:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"84045","tags":null,"has_narrative":true,"complaint_id":"20057189","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-03-06T23:50:25.000Z","state":"UT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act ( Regulation E ), I am entitled to : a written explanation of why my claim was denied copies of documents <em>used</em> in the <em>investigation</em> <em>evidence</em> supporting their <em>determination</em> a good-faith <em>investigation</em> within required timelines Bank of America has not provided any of these."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[20.802025,"20057189"]},{"_index":"complaint-public-v1","_id":"22759718","_score":20.542439,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint regarding Bank of Americas non response to a formally request by me for the documents they relied on in making a denial judgment for the below unauthorized wire transfer Unauthorized transfers from my account at Bank of America totaling {$99000.00} that occurred on XX/XX/year> The bank has not replied back to a formally request by me for the documents they relied on in making our determination and we'll mail the information to you for your records. \n\nThese transactions were fraudulent and initiated without my authorization, and I reported them to the bank immediately on XX/XX/year> and the below claims were submitted Claim XXXX {$29000.00} Claim XXXX {$69000.00} The fraud occurred after my mobile phone account with XXXX was compromised through a suspected SIM-swap/eSIM cloning attack, which allowed the criminals to bypass security controls.\n\nDespite timely notice and clear evidence that the transfers were unauthorized, the bank has delayed and/or failed to properly reimburse the funds.\n\nUnder the * * Electronic Fund Transfer Act and related consumer protection regulations, I believe the bank is required to conduct a reasonable investigation and credit my account for unauthorized transfers.\n\nI am requesting that the bank, provide a full written explanation of its findings, and immediately reimburse the stolen funds.\n\nIf this matter can not be resolved promptly, I request that the CFPB review whether the bank has complied with its obligations under federal consumer protection laws.\n\nBank of America has denied my claim but has yet to provide the information I requested. In their denial letter they state You have the right to request the documents we relied on in making our determination and we'll mail the information to you for your records. Formal request was sent to Bank of America on XX/XX/XXXX see attached Along with the question sent on XX/XX/XXXX I think it important for me to know 2 more things 1 ) What controls and methods were used in establishing a payment plan for the fraudulent transfer 2 ) Why no one from Bank of America has followed up with the local Detective assign to the case as they have pertinent information regarding the care","date_sent_to_company":"2026-06-01T11:06:17.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"28173","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"22759718","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-06-01T10:36:15.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Despite timely notice and clear <em>evidence</em> that the transfers were unauthorized, the bank has delayed and/or failed to properly <em>reimburse</em> the funds.\n\nUnder the * * Electronic Fund Transfer Act and related consumer protection regulations, I believe the bank is required to conduct a reasonable <em>investigation</em> and credit my account for unauthorized transfers.\n\nI am requesting that the bank, <em>provide</em> a full written explanation of its findings, and immediately <em>reimburse</em> the stolen funds."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[20.542439,"22759718"]},{"_index":"complaint-public-v1","_id":"21666531","_score":20.290632,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding my banks failure to properly investigate and reimburse multiple unauthorized electronic funds transfers totaling {$6500.00}. \nOn XX/XX/year>, I was approached by XXXX individuals in a vehicle who intimidated me and forcibly took my phone from my hands. While I was under duress, they accessed my accounts and XXXX XXXX, the thieves transferred {$4500.00}, then {$2000.00} from my US Bank account to XXXX XXXX merged their bank account to my XXXX XXXX account, transferred the entire {$6500.00} to their bank account, then deleted all bank account information from XXXX XXXX. The transfer was completed without my consent while I was under duress. \nThis transaction was not authorized. It occurred under coercion and involved the physical taking of my device. \nI immediately reported the incident to my bank and filed a dispute. The claim number is C - XXXX. The bank issued a provisional credit, which indicates the claim initially had merit. However, the bank later reversed the credit, stating that the transaction was authorized. They have since declined to re-open and reinvestigate the case a second time.\n\nThis determination is incorrect and does not align with the protections provided under the Electronic Fund Transfer Act ( Regulation E ). A transaction conducted under threat, coercion, or after a device is taken should not be considered authorized. \nI have filed a police report documenting the incident and will provide that documentation when it becomes available. The police report # is XXXX. \n\nI am requesting that the bank : 1. Reopen and properly investigate this claim under Regulation E 2. Provide the specific evidence used to determine the transaction was authorized 3. Reimburse the {$6500.00} that was taken as a result of this incident This type of crime is increasingly common, and consumers should not be held liable for transactions completed under coercion or theft.\n\nI am requesting a full resolution and reimbursement of the disputed amount.","date_sent_to_company":"2026-04-28T14:48:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"235XX","tags":null,"has_narrative":true,"complaint_id":"21666531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-04-28T14:30:13.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["<em>Provide</em> the specific <em>evidence</em> <em>used</em> to determine the transaction was authorized 3. <em>Reimburse</em> the {$6500.00} that was taken as a result of this incident This type of crime is increasingly common, and consumers should not be held liable for transactions completed under coercion or theft.\n\nI am requesting a full resolution and reimbursement of the disputed amount."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[20.290632,"21666531"]},{"_index":"complaint-public-v1","_id":"21536752","_score":20.264753,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX XXXX Citizens Bank Fraud/Dispute Department RE : Formal Dispute of Unauthorized Transactions, Improper Investigation, and Account Closure To Whom It May Concern, I am writing to formally dispute unauthorized recurring electronic fund transfers from my account totaling approximately {$900.00}, as well as to challenge the handling and denial of my fraud claim. \n\nThese transactions were used to pay for a storage unit account that I did not open, authorize, or have any involvement with. I have never signed any agreement, provided authorization, or had any relationship with this storage account. \n\nI reported this issue promptly and followed up multiple times over a period exceeding one month. Throughout this process, I was given multiple inconsistent and conflicting explanations by your representatives, including : - An initial claim that no fraud occurred - A statement that I was allegedly purchasing and auctioning storage units - A later claim of a discrepancy linking me to the account These claims are inaccurate and have not been supported by any documentation. Despite repeated requests, I have not been provided with any contracts, signatures, identification, or other evidence showing that I authorized these transactions. \n\nUnder the Electronic Fund Transfer Act ( Regulation E ), financial institutions are required to conduct a reasonable investigation and either provide provisional credit within 10 business days or supply a determination supported by evidence. Based on the delays, conflicting responses, and lack of documentation, it appears these requirements have not been met. \n\nAdditionally, my account was closed following this dispute. While I understand that a bank may choose to close an account, this does not relieve Citizens Bank of its obligation to properly investigate unauthorized transactions or reimburse me for fraudulent activity. \n\nAt this time, I am requesting the following : 1. Full reimbursement of all unauthorized transactions totaling approximately {$900.00} 2. Copies of all documentation used in your investigation, including any contracts, signatures, IP logs, or other evidence allegedly linking me to these transactions 3. A written explanation of your final determination If this matter is not resolved promptly, I will be escalating this issue by filing ( or updating ) a complaint with the Consumer Financial Protection Bureau and any other appropriate regulatory agencies. \n\nI expect a written response within a reasonable timeframe. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-04-23T19:11:51.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"11235","tags":null,"has_narrative":true,"complaint_id":"21536752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2026-04-23T19:06:44.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Despite repeated requests, I have not been provided with any contracts, signatures, identification, or other <em>evidence</em> showing that I authorized these transactions. \n\nUnder the Electronic Fund Transfer Act ( Regulation E ), financial institutions are required to conduct a reasonable <em>investigation</em> and either <em>provide</em> provisional credit within 10 business days or supply a <em>determination</em> supported by <em>evidence</em>."]},"sort":[20.264753,"21536752"]},{"_index":"complaint-public-v1","_id":"20000132","_score":19.996367,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing this complaint regarding Chime ( issued by XXXX XXXX, XXXX. ) and their handling of an unauthorized transaction dispute under the Electronic Fund Transfer Act ( Regulation E ). \n\nOn XX/XX/year>, a charge from XXXX XXXX totaling {$750.00} posted to my Chime account that I did not authorize and did not benefit from. I reported the transaction to Chime promptly on XX/XX/year> and filed a dispute. \n\nChime denied the dispute twice. When I requested the documentation used to determine the denial, the only materials provided were my account statement and dispute intake form, which simply show that the transaction occurred and that I reported it as unauthorized. These documents do not demonstrate authorization and do not show that Chime conducted a reasonable investigation. \n\nChime has not provided any actual authorization evidence such as : merchant authorization records recurring authorization proof transaction authentication data device or credential verification Instead, they issued a generic statement that the transaction was authorized and closed the dispute without explanation.\n\nUnder the Electronic Fund Transfer Act and Regulation E ( 12 CFR 1005.11 ), financial institutions are required to conduct a reasonable investigation when a consumer reports an unauthorized electronic fund transfer and must provide the basis for their determination upon request.\n\nI am requesting that the CFPB require Chime/XXXX XXXX to : Reopen the dispute and conduct a Regulation Ecompliant investigation Provide the actual documentation relied upon to determine authorization Reimburse the {$750.00} unauthorized charge if authorization can not be substantiated I believe Chime failed to properly investigate this unauthorized transaction and improperly denied my claim.","date_sent_to_company":"2026-03-05T15:01:23.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"27527","tags":null,"has_narrative":true,"complaint_id":"20000132","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-03-05T14:51:05.000Z","state":"NC","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under the Electronic Fund Transfer Act and Regulation E ( 12 CFR 1005.11 ), financial institutions are required to conduct a reasonable <em>investigation</em> when a consumer reports an unauthorized electronic fund transfer and must <em>provide</em> the basis for their <em>determination</em> upon request."]},"sort":[19.996367,"20000132"]},{"_index":"complaint-public-v1","_id":"21712809","_score":19.659979,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing this complaint regarding unauthorized activity on my Robinhood account that resulted in financial loss and involves transactions connected to my bank account through XXXX XXXX XXXX. \n\nOn or around XX/XX/year>, I discovered a series of transactions on my account that I did not authorize. Funds were used to purchase cryptocurrency and were subsequently transferred out of my account to external wallets without my permission.\n\nMy Robinhood account is linked to my bank account through XXXX XXXX XXXX. Upon discovering the issue, I immediately reported the unauthorized activity to both Robinhood and XXXX XXXX XXXX. \n\nIn total, I identified and reported over 80 unauthorized transactions to XXXX XXXX  XXXX. Within approximately 48 hours, XXXX XXXX XXXX  completed their review and denied my dispute, stating that I was responsible for the transactions. I do not agree with this determination, as I did not authorize these transactions. Given the volume and complexity of the reported activity, a 48-hour investigation does not appear sufficient for a thorough and fair review.\n\nRobinhood also conducted a review over several days and informed me that they would be closing my account due to unusual activity. However, they did not provide a clear explanation of their findings and did not reimburse me for the unauthorized transactions.\n\nI believe my account was accessed without my authorization. I reported the issue as soon as I became aware of it, yet I have not received a resolution or recovery of my funds.\n\nI am requesting that Robinhood and XXXX XXXX XXXX  : Conduct a thorough and fair investigation into the unauthorized access and transactions Provide detailed documentation or evidence supporting their findings and decisions Reimburse the funds that were taken without my authorization I have attached all relevant documentation, including transaction history, account notices, and communications with both parties, to support my claim. \n\nWith XXXX XXXX XXXX  ( CURRENT APP ), this is my third attempt with them and each attempt has been denied.","date_sent_to_company":"2026-04-29T16:49:55.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"681XX","tags":null,"has_narrative":true,"complaint_id":"21712809","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2026-04-29T16:34:59.000Z","state":"NE","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am requesting that Robinhood and XXXX XXXX XXXX  : Conduct a thorough and fair <em>investigation</em> into the unauthorized access and transactions <em>Provide</em> detailed documentation or <em>evidence</em> supporting their findings and decisions <em>Reimburse</em> the funds that were taken without my authorization I have attached all relevant documentation, including transaction history, account notices, and communications with both parties, to support my claim."]},"sort":[19.659979,"21712809"]},{"_index":"complaint-public-v1","_id":"21233188","_score":19.241488,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against Current regarding their failure to properly investigate and resolve unauthorized electronic fund transfers totaling over {$6500.00} on my account ending in XXXX. \n\nThese transactions were the result of identity theft and account takeover. An unknown third party gained access to my mobile device and financial accounts, including unauthorized activation of call and text forwarding, which allowed them to intercept authentication codes and gain control of my accounts. \n\nThe unauthorized activity primarily involved XXXX transactions used in connection with XXXX  to purchase cryptocurrency. This activity occurred rapidly and repeatedly over a XXXX  period and is clearly inconsistent with normal consumer behavior. \n\nI reported this fraud and fully complied with Currents dispute and appeal process. At their request, I submitted substantial additional evidence, including : An FTC Identity Theft Report Screenshots documenting multiple unauthorized transactions Evidence of device compromise ( unauthorized call and text forwarding ) Documentation showing a clear pattern of fraudulent activity A work clock-in record proving I was physically at work during a {$1000.00} transaction on XX/XX/year> at approximately XXXX PM This evidence directly contradicts any conclusion that the transactions were authorized. \n\nDespite this, Current : Denied my dispute and appeal without properly addressing the evidence Failed to investigate the full scope of unauthorized transactions ( over {$6500.00} ) Improperly limited review to a single transaction instead of the full pattern of fraud Failed to provide any meaningful explanation or documentation supporting their determination that the transactions were authorized Failed to timely acknowledge or process my submitted evidence after specifically requesting it Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.6 and 1005.11 ), consumers are not liable for unauthorized electronic fund transfers initiated by a third party without actual authority, even if the fraudster used the consumers device or credentials due to account compromise. \n\nAdditionally, financial institutions are required to conduct a reasonable investigation and consider all relevant evidence submitted by the consumer. Current has failed to meet these obligations. \n\nI am requesting that Current be required to : - Reopen and conduct a full, good-faith reinvestigation of ALL unauthorized transactions - Reimburse the full amount of the fraudulent transfers totaling over {$6500.00} - Provide all documentation relied upon in determining that the transactions were authorized, including device, IP, and authentication logs - Correct their failure to properly process my appeal and submitted evidence - Ensure compliance with Regulation E requirements going forward I am submitting this complaint because Current has failed to properly investigate clear account takeover fraud and is incorrectly holding me liable for unauthorized transactions.","date_sent_to_company":"2026-04-14T18:30:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"91304","tags":null,"has_narrative":true,"complaint_id":"21233188","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2026-04-14T18:23:33.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Despite this, Current : Denied my dispute and appeal without properly addressing the <em>evidence</em> Failed to <em>investigate</em> the full scope of unauthorized transactions ( over {$6500.00} ) Improperly limited review to a single transaction instead of the full pattern of fraud Failed to <em>provide</em> any meaningful explanation or documentation supporting their <em>determination</em> that the transactions were authorized Failed to timely acknowledge or process my submitted <em>evidence</em> after specifically requesting it Under the"]},"sort":[19.241488,"21233188"]},{"_index":"complaint-public-v1","_id":"21791979","_score":18.45996,"_source":{"product":"Checking or savings account","complaint_what_happened":"Subject : Formal Complaint Unauthorized Transactions and Denied Fraud Claims I am submitting this complaint regarding unauthorized and fraudulent transactions involving my accounts at XXXX XXXX  and Wells Fargo. \n\nThe issue began when multiple XXXX transfers were made from my XXXX XXXX  account to my Wells Fargo account without my authorization. Immediately after these transfers, the funds were used to make numerous purchases of XXXX coins through XXXX XXXX. \n\nThe total disputed amount is {$130000.00}, which includes : - {$120000.00} ( primary claim ) - {$2000.00} ( secondary claim ) These transactions follow a clear and suspicious pattern, consisting of repeated transfers and purchases in smaller amounts, which is a known indicator of fraud designed to bypass bank security systems. \n\nI did not authorize, initiate, or benefit from any of these transactions. \n\nUpon discovering the activity, I promptly reported it to both XXXX XXXX  and Wells Fargo and filed fraud claims with both institutions. \n\nXXXX XXXX  conducted an investigation and partially acknowledged the fraudulent activity by refunding the amounts related to XXXX XXXX purchases. However, XXXX denied reimbursement for the XXXX transfers. I have filed a separate complaint regarding the XXXX transfers with the Consumer Financial Protection Bureau ( CFPB ), and that complaint is still under review. \n\nAt the same time, I filed claims with Wells Fargo regarding both : 1 ) The XXXX transfers received into my account from XXXX 2 ) The subsequent XXXX  XXXX  purchases made using those funds Wells Fargo denied both claims and concluded that no error occurred, without providing sufficient explanation or clear evidence to support this determination. \n\nAdditionally, the XXXX XXXX  associated with these transactions has been disabled due to suspicious activity, and I no longer have access to it.\n\nGiven the transaction pattern, the partial fraud determination by XXXX XXXX, and the overall circumstances, it is clear that these transactions were unauthorized.\n\nUnder the Electronic Fund Transfer Act ( EFTA ), I am entitled to protection from unauthorized electronic transactions.\n\nI formally request that Wells Fargo : - Reopen both claims - Conduct a full and fair reinvestigation - Provide detailed evidence supporting their denial - Reimburse the full disputed amount I expect Wells Fargo to comply with federal consumer protection laws and properly address this matter. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-05-01T15:36:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"32225","tags":null,"has_narrative":true,"complaint_id":"21791979","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-05-01T15:17:56.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I formally request that Wells Fargo : - Reopen both claims - Conduct a full and fair reinvestigation - <em>Provide</em> detailed <em>evidence</em> supporting their denial - <em>Reimburse</em> the full disputed amount I expect Wells Fargo to comply with federal consumer protection laws and properly address this matter. \n\nSincerely, XXXX XXXX"],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[18.45996,"21791979"]},{"_index":"complaint-public-v1","_id":"4184439","_score":18.152674,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XXXX # XXXX To whom it may concern, I reported my card as lost/stolen on XX/XX/2021. There was only one charge on the card that I declared as unauthorized, which was as follows : XX/XX/2021 : {$14000.00} - XXXX XXXX XXXX On XX/XX/2021, I received a letter from the bank ( please see attached ) stating that I am responsible for this transaction due to the following reason : You notified us that this transaction is valid. \n\nFirst of all, I would like to state that all the transactions identified by me as fraudulent/unauthorized are in fact fraudulent/unauthorized. Under penalty of perjury, a police report # XXXX has been filed with the XXXX Police Department, regarding this transaction to show I am innocent. I did not approve the use of my card. I do not know who used my card. If the bank believes that I may have approved this transaction via a text message, email, or any other means, which I do not recall, does not alleviate the Regulation Z liability or the unauthorized nature of these transactions. I would like to state that I still consider this dispute unresolved, and disagree with the bank 's decision. I will not pay any of the disputed portion of my credit card bill, and in reporting of my balance onto credit bureaus, I, hereby, request that they mention \" consumer disputes this account 's information ''. \n\nSecondly, according to Reg Z, the bank must provide me with an explanation that sets forth the reasons for which they believe the transaction is valid. In the letter sent to me by the bank, I have not been provided with a clear explanation. The reason provided is I have somehow notified the bank that this transaction is valid. I am not sure, however, I vaguely recall that on my phone conversation with the fraud agent when reporting this transaction I said that I accidentally pressed yes on the verification text sent to me, and then after I was able to read it one more time carefully, I pressed NO, blocked the card from future use using chase app, and promptly called chase to report the card is not in my possession. I do agree that I was negligent, however, as per regulation Z, negligence can not be used as basis to deny an unauthorized transaction claim. \n\nThe bank has also failed to mention on the letter that I am entitled to a copy of the documentary evidence used to reach this determination. According to Reg Z, I must be provided with the documentary evidence used by the bank in reaching their conclusion. Please consider this my notice in writing for these documents to be provided to me. Refusal by the bank and ignoring of my request is a direct violation of Reg Z and the truth in lending act. \n\nTo resolve this matter amicably, I would appreciate it, if the bank could reimburse me for the unauthorized transaction on my account, and do not hold me liable. Fraud on the card was reported promptly, a police report has been filed, and negligence can not be used as basis to deny a reg Z claim. Failure to do so is a violation of the truth in lending act for refusal to reimburse me for the unauthorized charges on my credit card account, refusal to do an actual investigation, lack of mentioning the part that I am entitled to a copy of the documentary evidence used by the bank in reaching their conclusion in their final letter regarding the status of the claim. \n\nThank you for your time and consideration, Sincerely, -XXXX XXXXXXXX","date_sent_to_company":"2021-03-04T22:14:12.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"91604","tags":null,"has_narrative":true,"complaint_id":"4184439","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-03-04T22:08:42.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I do agree that I was negligent, however, as per regulation Z, negligence can not be <em>used</em> as basis to deny an unauthorized transaction claim. \n\nThe bank has also failed to mention on the letter that I am entitled to a copy of the documentary <em>evidence</em> <em>used</em> to reach this <em>determination</em>. According to Reg Z, I must be provided with the documentary <em>evidence</em> <em>used</em> by the bank in reaching their conclusion. Please consider this my notice in writing for these documents to be provided to me."]},"sort":[18.152674,"4184439"]},{"_index":"complaint-public-v1","_id":"19983657","_score":18.10879,"_source":{"product":"Checking or savings account","complaint_what_happened":"Company : Navy Federal Credit Union Product : Checking account / Debit card Issue : Unauthorized electronic fund transfer improper denial and failure to provide documentation under Regulation E I am filing a complaint regarding an unauthorized {$1800.00} electronic fund transfer processed through XXXX XXXX ( XXXXXXXX XXXX XXXX XXXXXXXX ) from my Navy Federal checking account. \n\nTimeline and Facts : On XXXX XX/XX/year> XXXX XXXX account was created using my email address without my authorization. \nA single {$1800.00} transfer was processed. \nThe XXXX account was immediately closed after the transfer. \nI have never created a XXXX account and did not authorize this transaction. \nI received a fraud alert text from Navy Federal regarding the XXXX transaction and responded NO, indicating I did not authorize it. \nNavy Federal denied my fraud claim.\n\nNavy Federals denial states that the merchant provided a login ID matching my email address and therefore they determined that I authorized and/or participated in the activity. \n\nI have repeatedly requested documentation demonstrating that I personally authenticated or approved this transaction, including : IP address information Device information Authentication method used Any documentation relied upon in determining that no error occurred Navy Federal has refused to provide this documentation and instead responded that they are unable to provide internal information and consider the matter closed. \n\nUnder Regulation E ( 12 CFR 1005.11 ), when a financial institution determines that no error occurred, it must conduct a reasonable investigation and provide documentation relied upon in making that determination upon the consumers request. \n\nThe mere presence of my email address does not establish authorization. I did not create the XXXX account, did not authenticate the transaction, and did not receive any benefit from the transfer. \n\nI am requesting that Navy Federal : 1.Provide the documentation relied upon in determining that I authorized this transaction. \n2.Demonstrate the specific authentication method used to conclude I approved this transfer.\n\n3.Reimburse the unauthorized {$1800.00} transfer if no such authentication evidence exists.\n\nI believe Navy Federal has failed to comply with Regulation E investigation and documentation requirements and improperly denied my unauthorized transaction claim.","date_sent_to_company":"2026-03-04T23:15:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"058XX","tags":"Servicemember","has_narrative":true,"complaint_id":"19983657","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2026-03-04T22:57:55.000Z","state":"VT","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I am requesting that Navy Federal : 1.<em>Provide</em> the documentation relied upon in determining that I authorized this transaction. \n2.Demonstrate the specific authentication method <em>used</em> to conclude I approved this transfer.\n\n3.<em>Reimburse</em> the unauthorized {$1800.00} transfer if no such authentication <em>evidence</em> exists.\n\nI believe Navy Federal has failed to comply with Regulation E <em>investigation</em> and documentation requirements and improperly denied my unauthorized transaction claim."]},"sort":[18.10879,"19983657"]},{"_index":"complaint-public-v1","_id":"20039832","_score":18.04168,"_source":{"product":"Credit card","complaint_what_happened":"I am filing this complaint regarding Chase Banks handling of a fraud claim involving a {$3200.00} debit card transaction that occurred on XX/XX/XXXX. \n\nOn XX/XX/XXXX, I paid {$3200.00} using my Chase debit card to an individual named XXXX XXXX XXXX for the development of a fully functional e-commerce website. The service that was advertised and agreed upon was a complete, operational e-commerce site capable of conducting online business. \n\nShortly after the payment, I discovered that the service was fraudulent. Instead of delivering a functional e-commerce platform, the individual only produced a very basic template website created using XXXX that had no e-commerce functionality and did not match the service that had been promised or purchased. \n\nWithin approximately 10 days of the transaction, I contacted Chase and filed a fraud claim requesting reversal of the payment. Chase initially issued a temporary credit while the claim was investigated. \n\nDuring the investigation, the merchant provided Chase with a screenshot or photocopy of a simple website as evidence that work had been completed. However, this documentation was misleading because it did not reflect the actual service that had been purchased. The product I paid for was a fully functional e-commerce website, not a basic template page. \n\nDespite my explanation and dispute, Chase reversed the provisional credit and returned the funds to the merchant. I immediately appealed the decision and again explained that the merchant had misrepresented the service and that the documentation provided was not evidence of fulfilling the agreed contract. \n\nChase again temporarily credited my account during review but ultimately reversed the funds back to the merchant again after the merchant disputed the claim. \n\nSince XX/XX/XXXX, I have escalated this matter multiple times through Chase customer service, the fraud department, and through a local Chase branch that escalated the matter to the executive office. Each time I have explained that the merchant misrepresented the service and provided misleading documentation.\n\nRecently, I received a letter from the * * United States Department of Justice Victim Notification System indicating that the individual who received my payment, XXXX XXXX XXXX, has been arrested and federally prosecuted for fraud. This confirms that the individual who received my funds was engaged in fraudulent activity. \n\nDespite this new and material evidence, Chase has continued to deny reconsideration of my claim. Chase has stated that because the transaction was made with a debit card it falls under * * Visa dispute procedures and Regulation E, and they will not reimburse the loss.\n\nHowever, the denial of my claim relied on documentation submitted by an individual who has since been federally prosecuted for fraud, which calls into question the reliability of the evidence used in Chases original determination.\n\nTimeline of Events XX/XX/XXXX {$3200.00} debit card payment made through Chase for a fully functional e-commerce website. \n\nLate XX/XX/XXXX ( within ~10 days ) Fraud discovered when the merchant provided only a basic XXXX template instead of the promised e-commerce website. \n\nLate XX/XX/XXXX Fraud claim filed with Chase requesting reversal. \n\nXXXX Initial Investigation Chase temporarily credited my account during investigation. \n\nXXXX Merchant Response Merchant submitted a screenshot/photocopy of a basic website as proof of work. \n\nXXXX First Reversal Chase reversed the credit and returned funds to the merchant. \n\nXXXX Appeal Filed I disputed the decision explaining that the service delivered was not what was purchased. \n\nXXXX Temporary Credit Issued Again Chase re-credited the funds during review. \n\nXXXX Second Reversal Chase again returned the funds to the merchant after the merchant disputed the claim. \n\nXX/XX/XXXX XXXX I have escalated the issue multiple times through customer service, fraud departments, and a Chase branch escalation to the executive office. \n\nXX/XX/XXXX I received notification from the * * United States Department of Justice that the merchant has been arrested and federally prosecuted for fraud. \n\nXXXX Despite providing this new information, Chase has declined to reconsider the claim. \n\nResolution Requested I respectfully request that * * JPMorgan Chase reopen and reconsider this dispute in light of the confirmed fraudulent conduct of the merchant and the federal prosecution now associated with this individual. \n\nThe decision to deny my claim was based on documentation provided by a party who has since been prosecuted for fraud. I believe this constitutes new material evidence that warrants a full reconsideration of the dispute determination. \n\nI am requesting reimbursement of the {$3200.00} loss and a formal review of how this claim was handled.I am also requesting that * * JPMorgan Chase confirm whether a reasonable investigation was conducted under the requirements of Regulation E when evaluating my dispute.\n\nThe banks determination relied on documentation provided by the merchant, who has since been federally prosecuted for fraud according to notification from the United States Department of Justice. Because the original denial relied on information supplied by a now-confirmed fraudster, I believe the investigation should be reconsidered based on new material evidence that directly affects the credibility of the documentation used in the original decision.\n\nI respectfully request that Chase reopen the investigation, review the dispute in light of this new information, and provide a detailed written explanation of how the original determination met the requirements of Regulation E given the subsequent criminal prosecution of the merchant.","date_sent_to_company":"2026-04-14T17:56:33.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60487","tags":null,"has_narrative":true,"complaint_id":"20039832","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-03-06T16:23:10.000Z","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":["I respectfully request that Chase reopen the <em>investigation</em>, review the dispute in light of this new information, and <em>provide</em> a detailed written explanation of how the original <em>determination</em> met the requirements of Regulation E given the subsequent criminal prosecution of the merchant."]},"sort":[18.04168,"20039832"]},{"_index":"complaint-public-v1","_id":"21730615","_score":17.703299,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a formal complaint regarding XXXX failure to properly investigate unauthorized electronic fund transfers from my account. \nOn XX/XX/year>, multiple unauthorized transaction attempts were made through my XXXX account to XXXX in the amounts of {$500.00}, {$100.00}, and {$50.00}. I received email notifications approving these amounts, followed immediately by notifications that the transactions were declined. \nI did not initiate, authorize, or approve any of these transactions. \nAccording to a XXXX  support agent, the system continued to retry these transactions multiple times after the initial declines until they were eventually approved. Despite these repeated attempts, I did not receive any additional alerts, confirmations, or security notifications beyond the initial emails. \nTwo transactions totaling {$600.00} ( {$500.00} and {$100.00} ) were ultimately processed and charged to my bank account. \nImmediately after receiving the initial unauthorized transaction emails, I took action to secure my account, including closing my XXXX  account to prevent further activity. At that time, there were no pending transactions reflected in my linked bank account. Despite this, the transactions were later processed and posted to my bank account the following day without my authorization. \nXXXX  indicated that their determination relied on IP address data. However, the IP address associated with the transactions appears to originate from a cloud hosting provider ( not my personal device or residential/mobile network ), which is not consistent with my normal account access. This suggests the use of a VPN, proxy, or otherwise masked connection, which is commonly associated with unauthorized access. \nAn IP address alone does not establish that I authorized these transactions. I did not access my account through any cloud-based or proxy network. \nThe pattern of repeated transaction attempts following declines, combined with approval after multiple retries and lack of additional authentication, is not consistent with normal consumer behavior and strongly suggests unauthorized or automated activity. \nXXXX failure to flag, block, or require additional verification for these repeated attempts, along with their reliance on insufficient evidence such as IP data, does not meet the standard of a reasonable investigation under the Electronic Fund Transfer Act ( Regulation E ). \nI promptly reported the issue and filed a dispute ( Case ID : XXXX XXXX XXXX XXXX  denied my claim without providing meaningful explanation or documentation and stated that no further escalation is possible. \nThis matter is currently under investigation with my bank, and XXXX lack of cooperation is impacting my ability to resolve the dispute. \nI did not authorize these transactions at any time. \nI am requesting that XXXX  : Reopen and conduct a proper investigation Provide all documentation used in their determination ( including device, login, and IP data ) Reimburse the full {$600.00} in unauthorized transactions","date_sent_to_company":"2026-04-29T23:50:36.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"32937","tags":null,"has_narrative":true,"complaint_id":"21730615","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-29T23:36:49.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This matter is currently under <em>investigation</em> with my bank, and XXXX lack of cooperation is impacting my ability to resolve the dispute. \nI did not authorize these transactions at any time. \nI am requesting that XXXX  : Reopen and conduct a proper <em>investigation</em> <em>Provide</em> all documentation <em>used</em> in their <em>determination</em> ( including device, login, and IP data ) <em>Reimburse</em> the full {$600.00} in unauthorized transactions"]},"sort":[17.703299,"21730615"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":54,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":54}]}},"product":{"doc_count":54,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":31,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":30},{"key":"Other banking product or service","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":13,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile or digital wallet","doc_count":6},{"key":"Domestic (US) money 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