{"took":347,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":12,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8359432","_score":19.794966,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2024 around XXXX I contacted Citibank and reported XXXX fraud wires within minutes of when they were posted to my citibusiness account totaling over {$50000.00}. I requested they perform a swift recall and immediately contact the receiving bank where the wires were sent and tell them this was fraud. I come to find out that Citibank waited almost 3 days until the XXXX to send out the message and formal communication to the receiving bank. After speaking with XXXX Citibank representatives in the wire escalation department including XXXX supervisors and a XXXX they have now all said this is NOT how this should have been handled and that they do not know why it took so long as it is supposed to be sent same day especially with these high amounts. All I can get them to say is they would look into it. I have no answers other than their verbal confirmation that that is not according to their policy. I later found out they originally deemed this case a scam as opposed to fraud without a single call from the fraud investigator or conversation with me to hear what actually happened. Ive found out that a Scam holds the customer responsible and for fraud citibank is legally responsible. I can only conclude that they chose not to expedite since the bank themselves would not be responsible if this was in fact a scam. Ive since had the fraud investigation reopened as someone accessed my account without my knowledge and placed wires without my knowledge which is in fact fraud and Citibank released these wires via confirmation of a phone call to someone who is not me. I am now being told by the XXXX department in Citibank that they are so overrun with fraud at their bank that my case will take 2 to 3 times longer to be investigated so up to 3 months. So I have NO provisional credit and no resolve for {$50000.00} of fraud and have to wait for their delay in excess fraud. These XXXX wires were verified with a single phone call where no identity of who they were speaking with took place, just verified the details of who the wires were going to. This treatment is so unacceptable for fraud over {$50000.00}. The delays and lack of care or urgency especially with the high value amount is horrible. The other funny thing is the only way they will let me access the additional funds in my account is to open another Citibank account. I tried to tell them that after being told they are overrun with fraud I dont want an account with them and they need better security and would prefer to have them transfer to another bank. They will not allow this stating the only way to the funds is thru them. Which is a joke. Ive had trouble with Citibank in the past where their representatives locked my account and wouldnt give me access because I am a female with a mans name. They asked to speak with my husband and told me they didnt believe I was in fact who I was stating I was. This happened not just once but twice and locked out of all my funds with a high risk. I filed all the complaints. Not a thing happened. So being a woman with a mans name seems to trigger their fraud team but not XXXX wire transfers at the same time on a Friday for over XXXX. I also have a token card for access to transfer and no one apparently asked for that to verify. The way all their claims are handled is so poor. I dont even know what to say. And I am stuck with them because I must open another account to even access the funds I have left.","date_sent_to_company":"2024-02-17T01:37:24.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"911XX","tags":null,"has_narrative":true,"complaint_id":"8359432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-02-17T00:56:28.000Z","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":["Ive since had the fraud <em>investigation</em> <em>reopened</em> as <em>someone</em> <em>accessed</em> my <em>account</em> <em>without</em> my <em>knowledge</em> and <em>placed</em> wires <em>without</em> my <em>knowledge</em> which is in fact fraud and Citibank released these wires via confirmation of a phone call to <em>someone</em> who is not me. I am now being told by the XXXX department in Citibank that they are so overrun with fraud at their bank that my case will take 2 to 3 times longer to be <em>investigated</em> so up to 3 months."]},"sort":[19.794966,"8359432"]},{"_index":"complaint-public-v1","_id":"4552835","_score":12.156709,"_source":{"product":"Checking or savings account","complaint_what_happened":"This complaint is in conjunction with my previous CFPB complaint ( XXXX ) regarding Wells Fargo and their refusal to refund {$170.00} paid to The XXXX XXXX  in Washington, DC on XX/XX/2020 for the temporary rental of a mailbox to which I never received the mailbox number, a key to the mailbox, and/or instructions on how to access the mailbox. Upon learning about a 120-day rule, I sent the below letter to XXXX XXXX, Vice President and Branch Manager at Wells Fargo located in XXXX. VA on XXXX XXXX. XXXX XXXX has NOT as much as acknowledged my correspondence trying to resolve my open matter. However, Wells Fargo has since closed my account and charged off the negative balance adversely harming my financial status, history, and future. I believe Wells Fargo is equally culpable as is The XXXX XXXX in this financial mishap. \nXXXX XXXX : Good morning. As you are aware I've been in your office at Wells Fargo Bank on at least 3 occasions there on XXXX XXXX in XXXX, VA. That office is located in zip code XXXX. That zip code is identified in a number of U.S. Government datasets as being an \" economically disadvantaged region '' of the U.S. It's also the zip code of record for my account and where I have a second residence. \n\nI want to share with you one of the initial findings in my CFPB complaint filed a few days ago. In my speaking with XXXX XXXX I've learned some not so comforting information. Information about the 120-day rule whereas a U.S. based bank either can not, or is limited in its ability to act on a customer 's debit card dispute in favor of the customer if the dispute falls outside a 120-day window. Why did you and Wells Fargo neglect to inform me of this? When I was in your office last week, I noticed on your business card that you are a Vice President and Manager. Isn't it a reasonable and rational expectation that someone in your position \" worth his/her salt '' would be aware of and have a duty of financial transparency to inform the customer of such a rule? Being a Wells Fargo customer. I believe it is both a reasonable AND rational expectation. As recent as last week and nearly 10 months after the initial transaction on my debit card, you initiated a triplicate dispute for the same transaction in question. Why? As you are aware, my initial dispute denial had a response of a \" valid authorization ''. There was never a question of validity of the authorization. My entire complaint was based on the fact that I never received a key, a mailbox number. or instructions on how to access my rented mailbox from The XXXX XXXX in Washington, DC after paying {$170.00} for it using my Wells Fargo debit card. The denial response to the second dispute verbally conveyed by one of your call center workers in XXXX, XXXX XXXX was \" my account is not protected under The XXXX 's law ''. Both of which are grossly deceptive, misleading, and prevented, and delayed me from finding the correct avenue for an expeditious resolution which would have had a more positive outcome on my Wells Fargo financial record. I find this a serious failure of your and Wells Fargo 's duty to your customers. Given my account is in an \" economically disadvantaged region '' of the United States, I find it tantamount to \" redlining '' that discriminates against people of lower economic structure, people of XXXX, and other marginalized persons. If you would have told me about this 120-day rule I could have taken different steps to protect my account from being overdrawn and subsequently closed by Wells Fargo - which has further disadvantaged me economically by negative marks placed in public databases by Wells Fargo which adversely affect my good name. \n\nI believe you are aware that I may not be wealthy in terms of money but I have an almost immeasurable wealth of knowledge and graduated in the top tier of my classes all the way up through my XXXX earned at a XXXX XXXX XXXX XXXX. It is my plan to get to the bottom of this matter and have it resolved in a professional and proactive manner. One of my first efforts will be to make every effort to identify other similarly situated Wells Fargo customers that may exist. \n\nI'm of the mindset this should've never happened ; especially on the heels of the recent Wells Fargo scandal where your bank opened unauthorized accounts without customer 's knowledge and your CEO, XXXX XXXX was unable to provide the U.S. Congress with proper answers about it. I kindly request my account be reopened, any adverse data in consumer databases about me be completely removed, and my account returned to the positive balance of a few cents it had in it and to a \" good standing ' status like prior to this fiasco. \n\nIf you'd like to speak with me about this matter you are welcome to reach out to me on XXXX at your convenience. As other developments occur in the CFPB 's investigation, I'll be in touch. \n\nMy best regards, XXXX XXXX","date_sent_to_company":"2021-07-18T15:42:29.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"242XX","tags":null,"has_narrative":true,"complaint_id":"4552835","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-07-18T15:21:21.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I'm of the mindset this should've never happened ; especially on the heels of the recent Wells Fargo scandal where your bank opened unauthorized <em>accounts</em> <em>without</em> customer 's <em>knowledge</em> and your CEO, XXXX XXXX was unable to provide the U.S. Congress with proper answers about it."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Company closed your <em>account</em>"]},"sort":[12.156709,"4552835"]},{"_index":"complaint-public-v1","_id":"19903145","_score":11.313288,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I received a phone call from the USAA phone number at about XXXX. When the call came through to my phone, the caller ID said USAA at the top of the screen and was the identical number that is listed on the back of my card. When I answered I was told that USAA was calling because they had detected some suspicious activity on our account and would need to confirm if I made the fraudulent charges. After this person explained there were several charges that ranged within $ XXXX {$2000.00} dollars, the \" USAA employee/imposter '' told me that they had locked our cards and accounts for our safety and would dispute the charges but that I would need to confirm the recent charges I HAD made. He proceeded to read off current charges on my account that matched what I was looking at. He explained that if I logged into my account I could see that our accounts were all put under investigation for our safety while they disputed the fraudulent charges. I received a fraudulent notice text from USAA automated texting system. I was then told that there was also a locally made charge in the form of a cash advance for XXXX dollars made at a XXXX bank by a local company. The employee from USAA then sent me a series of security codes through the USAA automated system ( at the time I did not know he was logged into my bank and do not know how he gained access, nor was I notified of an unknown login by USAA ) He said I would need to go to XXXX bank to start a process for declining those charges and that it was urgent or time sensitive. I went to the bank and followed the instructions this USAA employee gave me in which my card declined. He instructed me that was normal because our accounts were locked so no funds could be transferred out of our accounts. He then instructed me to fill out a deposit slip with a fake bank account and number that USAA uses for these types of fraudulent charges. \n\nI was then sent another text from USAA automated system notifying me that they detected possible fraudulent activity and asked me to confirm if I made the attempt or not for the {$9800.00} dollar charge. I responded N for no. He then instructed me to go to XXXX XXXX, he explained that USAA doesnt have a branch in Oregon so they allow their members to use local banks. When I walked into XXXX XXXX he instructed me to fill out the same information on another deposit slip. When I handed it to the banker she tried it and the advance successfully went through and the money was then removed immediately from our accounts even though I was under the impression that they were locked and nothing could be taken in or out of our accounts. The bank lobby cash advance limit for all of our debit cards was at the USAA default of {$1000.00} dollars and can only be temporarily increased, per USAA policy. At no time, did we ever make a change to increase the limits. This charge should have NEVER been successful. So it is obvious that the fraudster deliberately increased the limits of our cards in an attempt to make the transaction successful, while being logged into our account and WITHOUT our knowledge. \n\nI called my husband to let him know what was going on. This person instructed XXXX that he could call into USAA on his phone and confirm with USAA that he was an employee. He gave us his name XXXX XXXX. XXXX then called USAA and they confirmed that they had not called us and XXXX instructed me to hang up the phone with the fraudster. \n\nWhen looking at our bank accounts you could see where the fraudster was logged in and actively moving/transferring money between ALL of our accounts. At no time did we receive an attempted login warning from USAA or a new device login notification. You can clearly see where he transferred the money from each account, shuffling the money between all 4 accounts trying to figure out how much total he could remove. When the first card declined he then shifted the money around AGAIN into my husband 's account and then instructed me to try my card that was linked to my husband 's account. The second transaction for {$9300.00} dollars was approved by USAA without ever notifying us by text message, like they did for the previous attempt at XXXX bank. My question being, If USAA sent a fraudulent detection text at the XXXX bank ( XXXX bank ) why would they approve a SECOND attempt at a different bank for the same amount that they had just labeled as fraud? Why wasnt that declined and why was a call not put into us to explain what they were seeing? \n\nWhen I spoke with USAA later that afternoon they sent me automated codes from the same system that the fraudster used and then asked me to read them back to them even though the text instructs not to do so. While I was filing the dispute USAA informed me that this kind of scam is called spoofing where the fraudsters link their numbers to USAA so that it looks like USAA is calling. They even confirmed they had the fraudsters IP address that was registering in Florida. Why would we not be notified of an unknown login from Florida when we live in Oregon? \n\nI spoke with \" XXXX '' in the fraud department informing me that they reopened/unfroze all of our accounts. We explained to them that we would like to remove the money in those accounts because whoever was logged in had full access to each account 's routing information, account numbers, and any personal information that was in our accounts. \n\nThey did provide a provisional credit within 10 days which we also transferred out because we did not want that money to be stolen also. I had not heard from them since the original date on XX/XX/XXXX about where our dispute was at in the process of being investigated even though I have placed multiple calls into them. They instructed me that the dispute can take up to 45 days and that their investigators for disputes are unreachable, they are in a separate office that the USAA team can not speak to. \n\nI received a document on XX/XX/XXXX requesting a description of the \" counterfeit merchandise '' deemed a scam. The date it happened and location of the merchandise. \n\nI immediately called USAA that day and spoke with XXXX, a USAA employee, regarding this request since the document USAA had sent was requesting counterfeit merchandise and there was no counterfeit merchandise. All the information they requested was on the document they sent me. XXXX XXXX XXXX on XX/XX/XXXX, and the amount of the transaction {$9300.00}. The employee stated that he agreed, the documents request did not make sense and that he would place a callback request so someone would reach out explaining exactly what documentation they needed from me to proceed with the investigation, within 10 business days. I confirmed with XXXX that this would not hold up the investigation since the request for documentation was needed by XX/XX/XXXX, and he confirmed there was nothing further needed on my part ( no document uploaded ) until I received the callback with clarification. I had not heard back from USAA so on XX/XX/XXXX I called and spent over 2 hours on the phone with 3 different USAA employees who recorded my issues and said that XXXX never filed the call back request and that they would file a callback request on my behalf. The first employee I spoke with stated that they would most likely need a document with my statement of what had happened but that the callback would confirm what was needed. I also confirmed that I had already provided a statement to \" XXXX '' who was the employee that originally filed our dispute on XX/XX/XXXX. I was then transferred to a second employee, whose name was not given, after re-explaining the entire situation to a second employee in the same phone call, he explained to me that he had confidence in this dispute that it would be resolved and that the callback could take up to 10 days but there was nothing further needed on my end. I never received a callback. \n\nOn XX/XX/XXXX I received an email with a document stating that they have closed my dispute due to lack of documentation provided. This was the first I had heard from USAA since my last phone call encounter on XX/XX/XXXX. I then called USAA first thing the morning of XX/XX/XXXX. After explaining the letter I received and informing this USAA employee that the dispute was closed wrongfully due to the fault and lies of multiple USAA employees, the USAA employee I was speaking with deemed it was my fault because I didn't upload the document requested. I explained to him that the request from USAA requested information that was wrong and I did not have, and that is why I spent all week on the phone with USAA to try and figure out what the next step was that I needed to complete,. for the investigation and I was wrongfully informed that there was no further action needed by me, to simply wait for a callback from USAA. I then requested to speak to a supervisor, and \" XXXX '' got on the phone and apologized several times for the incorrect information/impression that the previous employees had given me, because the information was incorrect/false. He said that dispute investigators do not make callbacks and unfortunately there was nothing he could do to \" re-open '' the case. He asked me to upload a document with my statement of everything that has happened so far, I then immediately uploaded a document with the requested information and asked him to confirm that he had received it. He explained that he could not do that, that it can take up to 48 hours to receive the uploaded document. He confirmed he filed a request to the investigator team to re-investigate the new information I provided and then decide if they would reopen my dispute case. He confirmed that there were no promises that it would be reopened at this point even though it was USAA 's fault that they closed my dispute without the proper investigation. He said the Decision letter will be sent within 30 business days. And there is no way of knowing if it will be a different decision from what they already provided. They removed/took back our {$9300.00} provisional credit on XX/XX/XXXX. \n\nI believe the lack of employees, lack of follow-up that was promised, and the false information that each employee provided and guaranteed would happen, lead to the wrongful closing of my dispute. This goes against my rights and it is now XX/XX/XXXX and I have not heard from USAA on the status of the request submitted to re-investigate my dispute. \n\n- USAA did not detect or prevent a login from an unknown computer. \n- The fraudster provided confidential information about my account that gave credibility to the \" USAA fraud call ''. \n- USAA did not prevent spoofing of their customer service phone number. \n- XXXX mimicked USAA standard practices of sending me a security code. \n- USAA did not impose a debit card transaction limit that would have minimized loss. \n- USAA did not warn me of this possible scam or provide adequate security training. \n\nAll of these factors contributed to me falling victim to this scam. \n\nI am protected by XXXX XXXX and XXXX XXXX XXXX XXXX and would like this matter investigated.","date_sent_to_company":"2026-03-02T19:29:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"977XX","tags":"Servicemember","has_narrative":true,"complaint_id":"19903145","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2026-03-02T19:18:05.000Z","state":"OR","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":["He confirmed he filed a request to the <em>investigator</em> team to re-<em>investigate</em> the new information I provided and then decide if they would <em>reopen</em> my dispute case. He confirmed that there were no promises that it would be <em>reopened</em> at this point even though it was USAA 's fault that they closed my dispute <em>without</em> the proper <em>investigation</em>. He said the Decision letter will be sent within 30 business days."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.313288,"19903145"]},{"_index":"complaint-public-v1","_id":"17114281","_score":11.290612,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX, {$3700.00} was stolen from my Chime account. XXXX unauthorized transactions took place all within XXXX minutes making my balance {$0.00}. This included internal transfers from my savings and XXXX XXXX accounts into my checking, as well as fraudulent \" Pay Anyone '' transfers to individuals named XXXX XXXX ( $ XXXX ), XXXX XXXX XXXX XXXX XXXX ), and XXXX XXXX ( $ XXXX ) Also a failed attempt to acquire money by XXXX XXXX the same day. I wasn't aware of the unauthorized transactions ' until it was too late. @ XXXX ; XXXX XXXX  is when I discovered that my account had been compromised and taken over. I had been locked out of my account unable to long in using my fingerprint. I log in through the chime mobile app I have installed on my mobile device a Moto G Stylus ( XXXX ) using biometrics is how I log in and it t unlocks my app no password needed just a scan of my finger. Biometrics had been XXXX, password reset making my Chime account unaccessible until I contacted Chime member services. I couldn't access my account with my passkey either .. My account was scheduled for closure set for XX/XX/XXXX, A new card had been ordered without my knowledge or consent. Chime was aware of XXXX new logins from unrecognized devices at XXXX an XXXX XXXX XXXX XXXX XXXX. At XXXX an XXXX XXXX XXXX was logged in on my account the same time the fraudulent activity initiated. Chime failed to stop the unauthorized transactions that began to take place at XXXX. The First being an unauthorized transfer of {$3700.00} from savings to my checking account. By glancing at the transactions you can see something was out the ordinary. For Example at XXXX PM on XXXX XXXX XXXX unauthorized transactions began with transfer to that account of {$10.00} then at XXXX {$40.00} was transferred 6 times in XXXX minute totaling {$240.00}, then onward repeating the same pattern of transfers then stopping when it reached {$2100.00}, similar patterns with XXXX XXXX and XXXX XXXX XXXX. The XXXX XXXX XXXX logged in at XXXX PM EST approximate location was XXXX, SC. The XXXX XXXX XXXX XXXX logged in at XXXX XXXX  EST near XXXX, SC. I was at my place of residence located in XXXX XXXX, SC for the most part of the day. I traveled to a gas station located in XXXX, SC at XXXX XXXX  and arrived back home at XXXX XXXX  when I immediately called Chime Member Services. I couldn't access my account with my fingerprint or my password. I did not have my device on my person all afternoon most the evening due to being occupied by yard work that had my undivided attention all afternoon. Only when Chime XXXX Services secured my account was I able to log in and see the financial damage that took place earlier without my knowledge, consent, or authorization. \nThe unauthorized activity : XX/XX/XXXX Time of transfers : According to Chime 's app, Pay Anyone Transfers states the transfers occurred between XXXX XXXX.to XXXX PM although discrepancies appear on different app pages. When looking at \" You Paid '' columnized list it states XXXX XXXX. to XXXX XXXX. regarding the unauthorized transactions to \" Pay Anyone Recipients '. All XXXX transactions were completed within approximately XXXX minutes. \nInternal transfers : {$3700.00} was moved from my savings to my checking on XXXX separate transfers at XXXX separate times. The first at XXXX XXXX  when the unauthorized transfer of {$3700.00} from my savings account to checking occurred. The other unauthorized transfer of {$0.00} was transferred at XXXX XXXX  from savings to checking. My security deposit of {$50.00} was transferred from my XXXX XXXX to my checking at XXXX XXXX  without authorization as well. \n\" Pay Anyone '' recipients : XXXX XXXX : {$2100.00} transferred via XXXX unauthorized transactions. \nXXXX XXXX : {$970.00} transferred via XXXX unauthorized transactions. \nXXXX XXXX : {$760.00} transferred via XXXX unauthorized transactions. \nA failed unauthorized attempt to acquire funds by XXXX XXXX occurred as well on XX/XX/XXXX. \nDescription of charges : The fraudulent transactions were disguised as merchant purchases ' but categorized as \" friend transfers '' and were inexplicably associated with a \" fire emoji '' symbol pertaining to what the transfer was for. For : The recipients were not friends ' or in my contacts, and no related products or services were purchased. \nChime 's response and investigation : Initial report : I contacted Chime member services around XXXX XXXX on XX/XX/XXXX, after discovering my account was locked. I reported the unauthorized activity got them to stop my account closure set for XX/XX/XXXX and made them aware yet again of a new, unauthorized login from an unrecognized device an XXXX XXXX XXXX XXXX located near XXXX, SC, as well as an XXXX XXXX XXXX was logged in near XXXX SC. I immediately removed both unrecognized devices from my account at XXXX a notification was sent through email specifying the removal. .My account was secured after calling.The first 2 times call was dropped after securing account with id, and selfie I submitted while on phone with chime. XXXX XXXX  I received an email stating I had informed them of unrecognized activity with my account along with advice and links to further protect my account and personal info. After the long wait then call dropped second time, I had to call back got connected to Dispute Services. My disputes over the XXXX unauthorized pay anyone transactions was finalized and escalated at XXXX XXXX  XX/XX/XXXX. After call ended I then secured my account again using the link in the email I was sent by Chime. \nFirst denial : The claim was denied at XXXX AM. on XX/XX/XXXX, stating \" no errors occurred. '' That my case was closed. I would not receive any money back, .If I needed more information on their denial to contact them. \nReopening the case : The dispute was reopened on XX/XX/XXXX, after I reached out again and asked for someone to revalute my case due to the short time frame that the investigation took place then denied as well as I did not authorize any transactions on XX/XX/XXXX. I submitted evidence including screenshots of the unauthorized XXXX and mobile safari login. I submitted my XXXX Timeline location data confirming I was not in XXXX, SC, at the time of the fraud. Also screenshot of the fraud alert and freeze on my Transunion account. \nSecond denial : The claim was denied again on XX/XX/XXXX, at XXXX XXXX  Transaction discrepancy : Upon further review, I realized there were XXXX unauthorized transactions, not the XXXX reported by Chime. I also attempted to contact the so called \" Merchants '' as the Chime Denial email had suggested, but after making requests ' to each recipient for the amount they fraudulently acquired, when I hit request it said \" Unable to Process '' '' XXXX XXXX ( $ XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX ), XXXX XXXX ( $ XXXX ) is not currently exchanging money or boosts with your account. '' I tried to recover my money XXXX seperate times by requesting my money that they received without my authorization just to receive the same outcome \" unable to process '' message. I have screenshots of the requests to coincide my findings. I have placed fraud alerts on XXXX credit reporting agencies '' as well as a freeze on my XXXX  account until further notice being I am a victim of fraud that has left me penniless,","date_sent_to_company":"2025-11-08T20:15:54.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"296XX","tags":null,"has_narrative":true,"complaint_id":"17114281","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-11-08T18:16:22.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I couldn't <em>access</em> my <em>account</em> with my fingerprint or my password. I did not have my device on my person all afternoon most the evening due to being occupied by yard work that had my undivided attention all afternoon. Only when Chime XXXX Services secured my <em>account</em> was I able to log in and see the financial damage that took place earlier <em>without</em> my <em>knowledge</em>, consent, or authorization."]},"sort":[11.290612,"17114281"]},{"_index":"complaint-public-v1","_id":"12457868","_score":10.940297,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I logged into my online banking Bank of America account to review my checking account balance. Upon review, I noticed XXXX [ XXXX ] fraudulent charges that I did not make nor approve to be made on my account listed below : At the time of review, these were pending charges and now have since been posted to my account : - {$1300.00} Transaction date XX/XX/XXXX ( posted on XX/XX/XXXX ) - {$2000.00} - Transaction date XX/XX/XXXX ( posted on XX/XX/XXXX ) - {$2000.00} Transaction date XX/XX/XXXX ( posted on XX/XX/XXXX ) Total Fraudulent Charges : {$5400.00} All above charges were listed to the same merchant : XXXX XXXX XXXX XXXX XXXX ( Transaction Category : Shopping/Entertainment : Electronics ) These charges were not made by me, anyone in my household, nor did I approve these charges to be made against my Bank of America Checking account .\n\nI immediately attempted to flag the charges as fraudulent charges and cancel my Checking account card. I received a notification within the App from Bank of America that the card could not be cancelled I would need to call into Customer Service. \n\nOn XX/XX/XXXX XXXX I called into Customer Service and spoke with a woman regarding the matter. In our conversation, she confirmed the cancellation of the Debit/Checking account card as well as asked me if Id like to remove this card from XXXX. I immediately replied to her Yes and that I was not aware what XXXX was or how my card got connected to it. \n\nShe also confirmed/asked if Id like to stop recurring payments to this merchant which I also replied in shock, Yes, of course!. \n\nI did not authorize my Bank of America Checking ( or any account ) to be connected or associated with XXXX and did not authorize any recurring payments to any vendor/merchant at any time. \n\nShe confirmed a Claim had been filed ( # XXXX ), replacement cards would be sent and a provisional credit would be placed into my account. I received XXXX emails from Bank of America confirming that my Checking Account Card was deleted from XXXX ; Recurring Payments to XXXX XXXX XXXX was cancelled ; my card was deleted from XXXX XXXX \n\n\nIn XXXX of the emails, it mentioned having access to a temporary digital card so I could access my account, however when I attempted to set up temporary digital card, it asked for the card information, which I did not have since I did not have physical cards yet. \n\nOn XX/XX/XXXX XXXX I called into Bank of America again to inquire. I spoke with another woman and she informed me that sometimes Bank of America does not approve temporary digital cards and that Id need to wait for the physical cards to arrive to me I expressed my frustration and disappointment of course I had just had {$5400.00} of my money stolen from me and now Bank of America was not approving a temporary digital card for me to access my remaining money in my account. Im still unsure why this was refused and there was no sense of urgency to help me obtain access to my account and money. \n\nI also attempted to ask more questions about what XXXX was and if there was a record of when my account was connected to this service ; the Bank of America representative said she did not know what XXXX was and had not heard of it and it was not associated with Bank of America. \n\nAfter further research into XXXX and how it operates I discovered this is not correct and Bank of America is in fact associated with XXXX as a payment system from consumers to businesses ( as of Summer XXXX ) with select merchants who accept XXXX as a form/process of payment. \n\nXXXX requires a consumer to use their phone number associated with their banking account, and then XXXX goes through the bank ( i.e. Bank of America ) to authorize these transactions by sending the consumer/customer a verification code to then enter. \n\nAt no point in time, did I receive any verification notifications ( text, codes, emails, phone calls ) from Bank of America to approve transactions being made through XXXX to a merchant from my Bank of America account ( XXXX ). \n\nOn XX/XX/XXXX, I began to get more concerned both about the provisional credit being issued to my account to offset the fraudulent charges, but also not having access still to my account. At XXXX on XX/XX/XXXX I called Bank of America XXXX and spoke with another woman ; she confirmed the cards were on their way and should arrive any day ; as well as confirmed the provisional credit was scheduled to hit my account by XX/XX/XXXX and then the investigation would continue. \n\nOn XX/XX/XXXX, I received email notification from Bank of America that no error occurred and that the transactions were posted correctly to my account and therefore we ( Bank of America ) is unable to issue a credit to my account consider your claim resolved Due to this and the high dollar amount and rejection of fraud from Bank of America, I contacted the XXXX XXXX XXXX department and filed a police report on XX/XX/XXXX. XXXX police officers came to my residence and took my statement and filed a police report. \n\nPolice Report Case # XXXX Deputy XXXX XXXX XXXX XXXX XXXX XXXX Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Due to the holidays, I was not able to contact Bank of America until XX/XX/XXXX XXXX. I spoke with XXXX and explained the entire situation and requested this claim to be reopened and escalated immediately. \n\nShe provided more information including that there did not seem to be fraudulent activity or an attempt to drain my account and that at least XXXX of the charges was made using a virtual card ending in XXXX and that card was created on XX/XX/XXXX on my account and that there was record of Bank of America verifying my identity, passcode and I signed up for biometric enrollment in XX/XX/XXXX. \n\nI expressed confusion/concern regarding this new digital card as Ive had digital card for years as well to use via XXXX XXXX ; and in reviewing legitimate transactions on my account earlier in XX/XX/XXXX, the virtual card used on my account ends in XXXX. ( this is prior to receiving my new physical & digital cards on XX/XX/XXXX ). \n\nI also am concerned over the recent biometric enrollment as Ive been a Bank of America XXXX for 21 years and have had facial recognition in place to access my account for many years I wouldnt have needed to or attempted to sign up for this in XX/XX/XXXX. \n\nAfter discussing the matter in detail, she took detailed notes to add to the claim and confirmed she was able to submit the request to reopen the claim and escalate it. She instructed me to write a statement outline all events and details of the matter and submit it as soon as possible. \n\nAnother point of confusion for Bank of Americas security protocol is on XX/XX/XXXX, I was shopping locally at a store in XXXX XXXX, CA ( my home-town ) and the purchase I attempted to make ( {$130.00} ) was declined and flagged as potential fraud. In the store, I was able to confirm these charges and unlock my account. \n\nI also had an online purchase on XX/XX/XXXX to XXXX for {$370.00} that was declined/flagged as potential fraud that I was able to confirm and unlock. I very much appreciate this security however, Im at a complete loss at how XXXX, XXXX amount transactions totally {$5400.00} of online purchases with a merchant Ive never shopped with before, was not flagged as fraud or stopped by Bank of Americas security . \n\nI am also expressing my extreme concern with the security of Bank of Americas connection with XXXX ; given the partnership began in XXXX of XXXX and now all of a sudden my account has been hacked and charged through XXXX without my knowledge and consent. \n\nI also truly hope another important part of the investigation is my banking history with Bank of America over the past 21 years. My purchase history is low dollar amount purchases and not high-dollar, electronic purchases such as this online, back-to-back. I also have not had any previous situations such as these or history of claiming fraud and hope that Bank of America helps to rectify this matter and return my hard, earned money back to my account. \n\nUpdate : As of XX/XX/XXXX I received notification from Bank of America that they yet again denied my claim and are now removing the provisional credit of {$5400.00} from my account. The reason stated is \" The charge was authorized by you or made by someone who has permission to use the card or account ''.","date_sent_to_company":"2025-03-13T16:13:26.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"92672","tags":null,"has_narrative":true,"complaint_id":"12457868","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-03-13T15:39:27.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I am also expressing my extreme concern with the security of Bank of Americas connection with XXXX ; given the partnership began in XXXX of XXXX and now all of a sudden my <em>account</em> has been hacked and charged through XXXX <em>without</em> my <em>knowledge</em> and consent. \n\nI also truly hope another important part of the <em>investigation</em> is my banking history with Bank of America over the past 21 years."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.940297,"12457868"]},{"_index":"complaint-public-v1","_id":"3353034","_score":10.553228,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been a victim of financial fraud since XXXX when my laptop was stolen at XXXX XXXX in XXXX SC. When the laptop was stolen it was never investigated. I noticed when getting copies of the report 2 different times this year it showed different statements and names. The laptop was tide to my XXXX College in XXXX SC portal using breached email address XXXX and XXXX. Recently, I discovered XXXX was not only breached but tide to an XXXX services account with foreign practionerers, clinical research companies, dept of transportation in SC. Then, I realized I better go get bank statements from XXXX until now and the accounts are showing others names and deposits, withdrawals from false Wells Fargo addresses, deposits and withdrawals I didnt reconize or just didnt do, alone with interest rates, and Money Market Accounts that werent mine, etc I closed the account down in XX/XX/XXXX and the account was reopened in XX/XX/XXXX that i didnt do. When i signed up for mail informed delivery due to finding attached forms named CAPS AGENT Business Forms etc. I seen the address that I cant get off credit report XXXX XXXX XXXX XXXX XXXX  XXXX XXXX sc when its removed its placed back on the reports within 30 days to 2 months later. My former breached company XXXX XXXX XXXX was the company name as the business and 3 MID numbers tide to the account which is tide to my name. There was XXXX XXXX XXXX XXXX and XXXX serives tide to the USPS account. I began to look back at all mail including the envelopes and noticed my mail is fake i hadnt recieved mail and etc. I started looking at all my reciepts and noticed i was being charged taxes 3 times on the reciept. I also noticed on the USPS account there was some STI for 28 wheeler trucks tide to the account as if someone was using my vin number on vehicle to embezzel products illegally, import and export products, medicines etc. I then noticed the suspects are impersonating me using scientific developer products from XXXX XXXX the same mail i see my mother gets and XXXX XXXX which has specialized API developer products and software to integrate mail, reverse mail to their address so they can in fact alter the mail to recieve money. I also noticed on the USPS business account they are using the WELLS FARGO ACH EFT products to recieve money as if they are me then i looked through mail and noticed my mothers mail has been coming to mailbox, XXXX XXXX  and XXXX has pages missing and also there are strange numbers at the bottom of the report. I also noticed my mother is using XXXX XXXX through fcc products to listen in on all my calls. I also noticed me and my kids information genetic history was changed our health history as well. I looked at the report and noticed we are suppose to of been recieving victims compensation for many years now coming from XXXX County. I am dealing with conspiracy right now and its important that you all help place me and my XXXX   kids in legal custody because looking back and bank statement the paperwork looks new like someone exchanged the paper work. SSA alerted my name or DOB was changed on my social shortly afterwards I received credit reports with my sisters student loan debt using my address on there and XXXX phone number. The IMPOSTERS ARE USING THE FOLLOWING METHODS TO OBTAIN FINANCIAL ETF FUNDS : Due to my substance abuse they know whom i recieve my drug of choice from theyve used foreign methods by counterfeiting the pills causing me to almost go XXXX and before my addiction my daughter was on medication that XXXX county given her causing her to almost go XXXX -- -i believe thats where the victims compensation is coming from. Other methods used causing this case to be hard to detect are ponzi schemes, pyramid schemes, redemption-strawman-bondsman fraud, telemarketing fraud -- check the account someone was using without my consent linked to XXXX XXXX phone using a national verifier account and serviceman account with my SNAP benefit phone number under XXXX, acting as if the ring of 50 plus people are using to commit financial fraud in connection to the vehicle, nigerin letter 49 fraud, market munipilation, investment fraud, internet fraud, medicade and health care fraud, business fraud, securities fraud, the following is happening with my kids XXXX XXXX   debit card : Using their card and my debt card illegally obtained from someone ( foreigner ) or through a fraudulent card application, or one that was forged, altered, expired or revoked, their statements were altered and continue to be altered causing my children to miss over 6k dollars, they are obtain money, goods, services or anything else of value by : Representing without my permission that the card is yours Presenting my card without the authorization Representing that you own my cards that has not been issued Using my card to knowingly and willfully exceed the actual balance of a demand deposit account, time deposit account or authorized credit line Obtaining control over my card as security for debt Deposit into your account money in any form that is not yours/ statements show some of the suspects names, XXXX XXXX provided proof with my mothers name tide to my social I had to delete showing XXXX linked with what she Received anything of value as a result of illegally deposited funds. Other methods Acquirer. \" Acquirer '' means a business  organization, financial institution, or an agent of a business organization or financial institution that authorizes a merchant to accept payment by financial transaction card for money, goods, services or anything else of value. \n( 1a ) Automated Banking Device. \" Automated banking device '' means any machine which when properly activated by a financial transaction card and/or personal identification code may be used for any of the purposes for which a financial transaction card may be used, Financial Transaction Card. \" Financial transaction card '' or \" FTC '' means any instrument or device whether known as a credit card, credit plate, bank services card, banking card, check guarantee card, debit card, or by any other name, issued with or without fee by an issuer for the use of the cardholder : a. In obtaining money, goods, services, or anything else of value on credit ; or b. In certifying or guaranteeing to a person or business the availability to the cardholder of funds on deposit that are equal to or greater than the amount necessary to honor a draft or check payable to the order of such person or business ; or c. In providing the cardholder access to a demand deposit account or time deposit account for the purpose of : 1. Making deposits of money or checks therein ; or 2. Withdrawing funds in the form of money, money orders, or traveler 's checks therefrom ; or 3. Transferring funds from any demand deposit account or time deposit account to any other demand deposit account or time deposit account ; or 4. Transferring funds from any demand deposit account or time deposit account to any credit card accounts, overdraft privilege accounts, loan accounts, or any other credit accounts in full or partial satisfaction of any outstanding balance owed existing therein ; or 5. For the purchase of goods, services or anything else of value ; or 6. Obtaining information pertaining to any demand deposit account or time deposit account ; Takes, obtains or withholds a financial transaction card from the person, possession, custody or control of another without the cardholder 's consent and with the intent to use it ; or who, with knowledge that it has been so taken, obtained or withheld, receives the financial transaction card with intent to use it or to sell it, or to transfer it to a person other than the issuer or the cardholder. \n( 2 ) Receives a financial transaction card that he knows to have been lost, mislaid, or delivered under a mistake as to the identity or address of the cardholder, and who retains possession with intent to use it or to sell it or to transfer it to a person other than the issuer or the cardholder. \n( 3 ) Not being the issuer, sells a financial transaction card or buys a financial transaction card from a person other than the issuer. \n( 4 ) Not being the issuer, during any 12-month period, receives financial transaction cards issued in the names of two or more persons which he has reason to know were taken or retained under circumstances which constitute a violation of G.S. 14-113.13 ( a ) ( 3 ) and subdivision ( 3 ) of subsection ( a ) of this section.\n\n( 5 ) With the intent to defraud any person, either ( i ) uses a scanning device to access, read, obtain, memorize, or store, temporarily or permanently, information encoded on another person 's financial transaction card, or ( ii ) receives the encoded information from another person 's financial transaction, most importantly utilities fraud, and lying to authorities and changing genetic history to undermind the gov proof is the fbi doesnt even know my location check attachment","date_sent_to_company":"2019-08-25T00:07:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"28602","tags":null,"has_narrative":true,"complaint_id":"3353034","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-08-24T23:23:59.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I also noticed on the USPS <em>account</em> there was some STI for 28 wheeler trucks tide to the <em>account</em> as if <em>someone</em> was using my vin number on vehicle to embezzel products illegally, import and export products, medicines etc."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.553228,"3353034"]},{"_index":"complaint-public-v1","_id":"8970901","_score":10.505268,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/year> I received a phone call from XXXX belonging to Navy Federal credit Union at XXXX XXXX upon answering the call the caller identified themselves as XXXX XXXX with XXXX XXXX XXXX department rep ID XXXX and that my account had been compromised after XXXX payments were detected by a XXXX XXXX XXXX phone in XXXX, Illinois in the amounts of XXXX XXXX and {$100.00}. XXXX asked if I was familiar with the payment process or the charges. I told XXXX that I had never used XXXX or knew how it worked. XXXX told me the next steps to prevent the charges were to verify my device which was completed by clicking alerts sent to my phone from XXXX, he then assigned me a temporary password to access my account, XXXX $ and offered to disconnect the XXXX payment option from my account if I desired, which I told him to go ahead and do. XXXX then placed me on a brief hold while he stopped these payments and to ask any questions I had. I asked him if I should get a new credit card since that was how this old payments were initiated and if I should only use the tap payment feature. XXXX informed me that I should switch credit cards and use the tap payment option when available but that payment option is also susceptible to scams after the information is intercepted. At this point, XXXX informed me that these XXXX payments had been stopped, and the payment method was disconnected from my account. However, fraudulent activity was detected in the amount of {$8000.00} deposited into my account by XXXX XXXX account ending in XXXX to my savings account, XXXX asked me if I knew XXXX, I informed him that I did not. XXXX told me not to worry that he would locate the member that the {$8000.00} belonged to and to ask any questions I may have. I thanked him for preventing the XXXX payments and asked him how long hed been working at XXXX XXXX to which answered XXXX years, then asked him what wouldve happened if I had not answered my phone with such a large fraud case to which he informed me that a message wouldve been left asking when a good time would be to speak to correct the fraudulent activity. at that time XXXX informed me he had located the member account the {$8000.00} belonged to, XXXX XXXX account ending in XXXX and that I needed to transfer the {$8000.00} to that account. XXXX set up the member member transfer link and instructed me to transfer {$4000.00} to the account. I was placed on hold while he operated the background features to allow another transfer to happen and encouraged to ask any questions I may have, I asked XXXX if he had ever served in the military himself and he told me he had not and was just a navy federal fraud department representative. XXXX then instructed me to transfer {$2000.00} and again was placed me on a brief and encouraged asking any questions I might have. At this time, my wife walked in on the conversation happening on speakerphone, and I was telling her how fraud had happened in our account and that I was correcting it with Navy Federal. And then I asked XXXX where he had gone to college he told me he had gone to XXXX and then transferred to the XXXX XXXX XXXX. XXXX then told me that we were ready to proceed with the next transfer of {$1000.00}. I was placed on hold for XXXX to XXXX minutes before the call ended. I called the number back and was connected to Navy Federals automated system and requested to speak to XXXX XXXX rep ID XXXX with the fraud department to move the final {$1000.00} that did not belong to me to the account that it belonged to. The Navy Federal member services representative informed me that that is not how their system works, and she can not guarantee that I would be connected with the same person that I had just got a call from, but said she would put me through to the fraud department. Once I was connected with the fraud department I informed him that I was calling to finish moving the last {$1000.00} to XXXX XXXX account. The representative I was connected with told me that Navy Federal would not have called me and asked why would we call you when we could move the money ourselves. I told him that I didnt know they could do that and asked how someone could call me from their number to which he educated me on how software existed to allow scammers to spoof a number and have it registered as any number they wanted it to be. The representative questioned if I had applied for an {$8000.00} loan which I answered no he then asked me if I set up member member transfers which I told him the Navy Federal representative that I spoke to set it up. The fraud department representative told me that I had been scammed and just given my money away. I remained on the line with the fraud department representative for XXXX hour and XXXX minutes, securing my account, resetting passwords, account numbers, and gathering information on how to submit a fraud claim and getting new checks. While on the line I began to have a XXXX XXXX, XXXX XXXX and emailed my XXXX XXXX XXXX  requesting her soonest appointment. I asked the fraud representative on how a loan can get taken out in my name without me being notified and if my identity or Social Security number had been compromised, but did not get a good answer on how the loan is processed. On Friday, XX/XX/year> I went to the XXXX police department in New Hampshire and report with an officer case number XXXX and sent a secure message via Navy Federal secure messaging system. on Saturday, XX/XX/year> the personal expense loan posted to my mobile banking app in the amount of {$8000.00} concerned I called XXXX XXXX XXXX and XXXX to freeze my credit. I was able to get more information about the loan from XXXX as I got a credit alert, that a new employer had been added to my Credit Report named XXXX XXXX XXXX I Requested that to be removed as it was fraudulent. On Monday, XX/XX/year> upon checking my mobile app I found that {$8000.00} had been deducted automatically from my checking account to cancel out the loan that I never approved of or submitted for. I contacted Navy Federal to get a reason why this was done since I did not apply for the loan and I was told that it was to correct the loan while the investigation was being conducted. my wife was on the line with me and we asked if our account wouldve gone negative had we not had an emergency fund to which she said yes. They did inform us that we may receive a provisional credit while investigation is ongoing. At XXXX XXXX I had my appointment with my therapist XXXX XXXX to strategize on handling the stress and impact process was having on my mental health as Ive been struggling with that over the last year. I called Navy Federal back, trying to get a timeline and if I could contact the investigator. I was told that the investigator would reach out to me if they needed any extra information for the determination. I spoke with another fraud department representative informed me we should have a determination by XX/XX/XXXX. XX/XX/year> {$3000.00} credit was deposited into the savings account. On Monday, XX/XX/XXXX I received a letter from Navy federal dated XX/XX/year> informing me that after their investigation that no error occurred based on account activity and that I am responsible for the full amount of the claim. I immediately called Navy Federal to get more information on how this determination was decided. The member service representative was unable to provide any information but told me he reopened the case and marked it urgent so I will get a reply in XXXX hours. On XX/XX/year> I reached back out to the bank after not receiving any communication attempts. The member services representative informed me that the funds had been voluntarily surrendered and were not considered to be fraudulent and that no further investigation would happen unless new evidence was provided. \n\nI dont understand how I can be held accountable for a loan that I did not apply or sign for as the {$7000.00} of {$8000.00} that was transferred was due to a forged loan in my name and should not have been there without my knowledge for me to voluntarily surrender it in the first place as the loan didnt post to my profile until XXXX days later.","date_sent_to_company":"2024-05-10T00:56:40.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"038XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8970901","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2024-05-09T23:59:58.000Z","state":"NH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["XXXX told me the next steps to prevent the charges were to verify my device which was completed by clicking alerts sent to my phone from XXXX, he then assigned me a temporary password to <em>access</em> my <em>account</em>, XXXX $ and offered to disconnect the XXXX payment option from my <em>account</em> if I desired, which I told him to go ahead and do. XXXX then <em>placed</em> me on a brief hold while he stopped these payments and to ask any questions I had."]},"sort":[10.505268,"8970901"]},{"_index":"complaint-public-v1","_id":"4631282","_score":10.141924,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Chase, you are vastly out of compliance and we have been awaiting the following so we can make our payments on our Southwest Visa ( Opened XXXX ) and our Marriott XXXX ( opened XXXX ). \n\nThese are the fact of the case so we are level set : 1. We are Victims of Identity Theft ( This has been acknowledged and proven ) This started all course of events to take place 2. We are Victims of Account Takeover. This has been proven at least two times, along with other devices being added to our accounts. At very least, it is proven that on XX/XX/XXXX that a fraudster, someone other than myself and my family, changed my long-standing email and phone number. On XX/XX/XXXX, after thinking about the additional fraud and bounced ACH payments I had the Chase online team walk me through the entire online site and while reviewing we found this fraudulent email and phone number that I had removed immediately. Note, prior to this I had my online access removed for a time ( I asked for this ) in an attempt to frustrate the fraudsters. This worked to a certain degree but I also needed access eventually to my online banking and had it turned back on. \n3. On XX/XX/XXXX, as stated above, I noticed with the rep who was going page by page with me, that the aforementioned email address and phone numbers had been changed, which we quickly rectified. Also, it was noted that on XX/XX/XXXX this took place and I let the Executive resolution team, notably XXXX, know this. I asked that she get this information from the banking platform which also displays my card info. She told me that she could not or would not do that, I cant recall, so I made those calls myself and obtained the time periods and records. This has been notified to XXXX XXXX XXXX via secured messaging that we have recently begun using to converse or for me to supply additional details as Chase has asked 4. XXXX XXXX also asked for me to complete two more assignments for her ; 1. Provide a letter from my cell carrier XXXX ( now XXXX ) from the beginning o XXXX to the present date of said letter. I did this and sent her this letter showing malicious activity on my mobile phone during all of the time frames in question. I also, called XXXX, knowing I would get little information, but also shared the same with XXXX XXXX. In addition, XXXX mentioned that if the fraudsters took over my accounts at chase ( online account access ), had what I will call spoofed my cell phone, then they could also have taken over my XXXX account as well. This means they could read emails prior to myself reading them and then delete them permanently without me even knowing they were logged into my email. This being a particularly good point, I created a new email and assigned it to my Chase online account moving forward. You will see that information Chase if/when you access my profile. \n5. On XX/XX/XXXX, I was also monitoring my account and noticed a very strange XXXX transaction. Though my daughter will be paid from a Trust it just didnt look right so I called chase. I asked why they payment was on hold and I was told that it was on hold because it was showing that I had made this online deposit by e-check. I advised that I had done no such thing and then, now knowing how to access this, checked to see if anyone had changed my email address or phone number. Wouldnt you know it, my old email address had been changed to XXXX. This was another account take over and obviously the fraudsters had something cooking. I asked that this {$5200.00} check be sent back to the maker and removed from my account, being assured that would happen within 24 hours. However, this {$5200.00} check was not removed and I have been told that my account will remain locked until the check bounces ( will not be assessed a fee ) until XX/XX/XXXX. THIS IS NOT ACCEPTABLE! This is FRAUD and ACCOUNT TAKEOVER. Chase is required to return this fraudulent instrument and make my account available to me. This BTW is when I officially changed my email address, leaving my phone number since it had remained correct and static. \n\nChase you are in violation of the FCBA, for one and I could go into the FCRA and Credit Card Act as well to show Chase is in violation there as well. Here are the reasons for your violations which are illegal in nature and step on my rights as a consumer directly!\n\n1. Chase must only report the balances and payments of a fraudulently disputed account ( s ) to the credit bureau prior to all fraud taking place. This has not taken place ; you are in violation and are now considered against regulatory law that is hurting me as a consumer. This needs to be cleaned up and payments need to be shown as agreed since they have been all along.\n\n2. Chase is to supply me with, and I am required to make payments on, only the non-fraudulent balance and payments prior to the fraud. I have asked 100s of times for this with absolutely NO RESPONSE from Chase. This is to be remedied immediately.\n\n3. Chase has reported the account closed by creditor yet I am the one who alerted them to all fraud, including ACH bounced payments. This is illegal and goes against the FCBA and my rights as a con\nsumer. If you chose to place a statement of under fraud investigation that is find but any negative connotation is against my consumer rights. This must be reflected on my credit reports ( all three ) immediately.\n\nActions of myself and my family : 1. If the above takes place, we will make the minimum payments and keep our credit strong with Chase as I think we can come to a resolution that is right for all. Reinstalling my good name and 20 years of good credit with Chase will be a start and re-opening these accounts should be the next step. We WILL NOT pay on fraud. If you do not remove these we will move to the next step.\n\n2. If Chase does not manage this, I will file for bankruptcy, and have all debts herein waived. I have already made agreements with all of my other creditors that are collaborating with us and they are willing to speak to my stature with them\nand their companies in a court setting. I will reaffirm with all creditors that understand whats gone on at the meeting of creditors 341 meeting. Yes, I am also a bankruptcy expert and a witness on all types of financial crimes. This one just happens to be against me and my family and now I will t\nreat myself to the knowledge I have. In addition, after the BK is discharged, I will sue all creditors who did not act within the law for : a. Not following consumer protections regulations b. And, I have already contacted the Press that is ready to take this to local and then then National level.\n\nChase you are NOT being threatened. These Fraudsters and now yourselves have threatened myself and my family. Also, through your inaction, you have allowed Account Takeover to continue which also leads me to believe that this is at least partly an inside job! You have many documents that are floating around Chase that you cant account for, yet I have proof that you received these faxes from your branch offices where they were sent from. This is pure negligence and show to me that Chase has many internal pieces broken within you communication and customer privacy chain. This must end! \n\n\nAlso, Chase as noted the fraudsters have now made contact with my daughter XX/XX/XXXX and with me this past Wednesday XX/XX/XXXX. You are making the situation worse and the fraudster who contacted me even mentioned the online check that was placed within my account without any authorization of myself or my wife. Also, I let XXXX XXXX know, showing proof of the letter I had written in XXXX that Chase was not to accept any 3rd party checks without validation and approval by myself. Chase, you acknowledged this email and yet you allowed it on both my credit cards and now my checking account I have with you. This is not only sad, but you have also broken my trust and rights as a consumer! \n\nThank you, XXXX and XXXX XXXX","date_sent_to_company":"2021-08-14T22:48:48.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77095","tags":null,"has_narrative":true,"complaint_id":"4631282","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-08-14T22:29:50.000Z","state":"TX","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["You are making the situation worse and the fraudster who contacted me even mentioned the online check that was <em>placed</em> within my <em>account</em> <em>without</em> any authorization of myself or my wife. Also, I let XXXX XXXX know, showing proof of the letter I had written in XXXX that Chase was not to accept any 3rd party checks <em>without</em> validation and approval by myself. Chase, you acknowledged this email and yet you allowed it on both my credit cards and now my checking <em>account</em> I have with you."]},"sort":[10.141924,"4631282"]},{"_index":"complaint-public-v1","_id":"21861416","_score":9.033011,"_source":{"product":"Credit card","complaint_what_happened":"FORMAL DISPUTE, FRAUD CLAIM, AND NOTICE OF REGULATORY ESCALATION Unauthorized Balance Transfer and Associated Fees I am writing to formally dispute an unauthorized balance transfer in the amount of {$17000.00}, along with an associated transaction fee of {$690.00}, posted to my credit card account ending in XXXX. \n\nThis transaction was not authorized by me, occurred without my knowledge or consent, and took place during a documented XXXX  XXXX attack and coordinated fraud attempt targeting my accounts. \n\nThe funds were transferred to an XXXX XXXX issued by XXXX XXXX ( account ending in XXXX ), with which I have no affiliation and no corresponding account on my credit reports ( see XXXX  XXXX ). \n\nI am also formally disputing the handling of my claim, which has now been closed multiple times without explanation, without evidence review, and while I was actively attempting to submit documentation. \n\nXXXX. CONTEXT : COORDINATED FRAUD PATTERN Beginning XX/XX/XXXX, I was subjected to a large-scale spam attack, coinciding with repeated fraudulent attempts to transfer funds to external Apple Card accounts : XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX in XXXX ) This demonstrates a persistent and evolving fraud attempt, not an isolated event. \n\nXXXX. CRITICAL FACTS ESTABLISHING FRAUD I have never conducted a balance transfer of this magnitude and any transfers I have done recently have been to pay off my Bank of America cards I have no relationship with either account ( XXXX or XXXX ) Neither account appears on my credit reports ( Exhibit XXXX ) No new accounts or inquiries exist I have never carried a balance remotely approaching {$17000.00} Most critically : A fraudulent balance transfer attempt on XX/XX/XXXX was made using a newly reissued card that had not been opened, accessed, or activated by me. \nThis confirms the activity was not initiated by me and could not have been authorized through normal account access. \n\nDetailed Chronological Timeline of Events XX/XX/XXXX Spam Bombing Attack Begins/ Credit Bureaus Frozen On XX/XX/XXXX, I began experiencing what appeared to be a coordinated spam bombing attack against my email account. I was receiving an overwhelming volume of spam emails, which appeared designed to obscure legitimate communications and interfere with my ability to monitor account activity. \n\nIn response, I immediately took protective action and froze my accounts with all three major credit bureaus. \n\nSupporting XXXX  : XXXX  XXXX Credit Bureau Freeze Confirmations XX/XX/XXXX IT Security Review/ Password and Account Protection On XX/XX/XXXX, I contacted my IT department and explained that I was being targeted by a spam bombing attack. My IT department advised me on immediate steps to secure my accounts and helped me implement spam filters until the attack stopped. He also permanently deleted the spam emails from XX/XX/XXXX while he was working on my account hence no XX/XX/XXXX email evidence. To be clear, we did a THOROUGH review of the emails to find any suspicious emails or transaction alerts before doing so. \n\nHe can be contacted at : XXXX : XXXX to corroborate. \n\nPer his suggestion, I also checked XXXX Password Checkup and XXXX Password Security to determine whether any of my passwords had been involved in a security breach. Some passwords were flagged as compromised, but based on the available information, my Bank of America credentials were not identified as compromised. \n\nI changed the compromised passwords and continued monitoring my accounts closely. \n\nSupporting Exhibit : XXXX  XXXX IT Security Measures email request XXXX  XXXX Sworn Declaration of whereabouts ( XX/XX/XXXX ) XX/XX/XXXX Unauthorized Balance Transfer Posts WITH NO FRAUD ALERT On XX/XX/XXXX, an unauthorized balance transfer in the amount of {$17000.00} was processed on my Bank of America credit card account ending in XXXX. A related transaction fee of {$690.00} was also charged. \n\nThe transfer was made to XXXX XXXX XXXX XXXX Bank, account ending in XXXX. \nI did not authorize this transaction. I have no affiliation with this XXXX XXXX account, and no such card or corresponding account appears on my credit reports. \n\nMost concerning, I received no fraud alert, text message, email notification, or verification request for this large and highly unusual transaction. \n\nSupporting Exhibit : XXXX  XXXX Account Statement Showing Unauthorized Balance Transfer and Transaction Fee XX/XX/XXXX Fraud Alerts Received for Attempted Transfers to XXXX XXXX Ending in XXXX XXXX XXXX, I received a text message from Bank of America XXXX XXXX XXXX stating that a balance transfer had been attempted to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. I was taking my children to school at the time. \nXXXX XXXX, I received another fraud notification regarding attempted activity. I responded NO to confirm that I did not authorize the attempted balance transfer. \n\nI immediately called Bank of America to cancel the card and report that I was being targeted. I specifically informed the representative that I had been experiencing spam bombing attacks and that I believed someone was actively attempting to defraud me. \n\nDuring this call, no one informed me that an unauthorized {$17000.00} balance transfer had already been charged the day before, on XX/XX/XXXX, to the same XXXX XXXX account ending in XXXX. The representative did not mention any suspicious transactions or connect the XX/XX/XXXX attempted transfer alerts to the XX/XX/XXXX transaction. \n\nThis is one of the most troubling facts : Bank of America sent alerts for attempted transfers on XX/XX/XXXX, but did not send any alert for the larger transfer that actually went through on XX/XX/XXXX. \n\nSupporting Exhibits : XXXX  XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert Text Referencing Apple Card Ending in XXXX Exhibit XXXX Screenshot of XX/XX/XXXX, XXXX XXXX  Fraud Alert and NO Response XX/XX/XXXX Unauthorized Charges Discovered / Card Canceled and Reissued On XX/XX/XXXX, I checked my Bank of America accounts and saw that the balance on my card ending in XXXX was over {$20000.00}. \n\nI then discovered two unauthorized charges that had posted on XX/XX/XXXX : {$17000.00} unauthorized balance transfer {$690.00} transaction fee These charges were connected to the unauthorized balance transfer to : Transaction Type : Balance Transfers Offer ID : XXXX Reference number : XXXX Merchant Name : Balance Transfer Apple CA I immediately contacted Bank of America. I explained that I did not authorize the transaction, that I had already reported suspicious activity on XX/XX/XXXX, and that I had been experiencing spam bombing attacks. \nBank of America canceled my card and sent a replacement card. I was told that I would need to complete and return a letter that would be sent to me, and that I needed to return it within 10 days. \n\nSupporting Exhibit : XXXX  XXXX Account Snapshot Showing Unauthorized Charges XX/XX/XXXX Credit Reports Reviewed / No Matching Accounts or Balances I logged into my credit reports ( all three bureaus ) to confirm whether any new accounts had been opened in my name. \n\nThe reports showed : No new accounts opened in my name No new inquiries No XXXX XXXX XXXX XXXX account ending in XXXX No XXXX XXXX XXXXXXXX XXXX account ending in XXXX No outside credit card balances large enough to justify a balance transfer of this size I have been carrying low balances outside of Bank of America for a long time. Nothing in my credit reports supports or explains a transfer of this amount. \n\nSupporting Exhibit : XXXX  XXXX Credit Reports Showing No Matching Apple Card Accounts, No New Accounts, No Inquiries, and No Balances Supporting the Transfer XX/XX/XXXX FTC Identity Theft Report Filed On XX/XX/XXXX, I filed an identity theft report with the Federal Trade Commission. \n\nThis report was filed because the unauthorized balance transfer, spam bombing attack, and repeated attempted transfers strongly indicated that I was the victim of coordinated identity theft and fraud. \n\nSupporting Exhibit : XXXX  XXXX FTC Identity Theft Report XX/XX/XXXX Police Report Filed With XXXX XXXX XXXX XXXX Department On XX/XX/XXXX, I filed a police report with the XXXX XXXX XXXX XXXX Department, XXXX XXXX XXXX. \n\nAn officer came to my home, and I showed him the information and documentation I had gathered, including the suspicious activity, the spam attack, and the fraudulent balance transfer. \n\nSupporting Exhibit : XXXX  XXXX Police Report XX/XX/XXXX Bank of America Claim Closed Before Evidence Was Submitted By XX/XX/XXXX, I had not received the letter in the mail that Bank of America told me would be sent after my XX/XX/XXXX call. I also had not received a temporary credit for the fraudulent transaction that was promised on XX/XX/XXXX. \n\nI called Bank of America again. The representative placed me on hold for a long time and stated that I should have received my credit by then. \n\nDuring this call, I was told that my claim had been closed, even though I had not submitted my evidence yet and had not received the letter I had been told to expect. \n\nThe representative reopened or reissued the claim and stated that I should receive the letter shortly. She also told me that I would have to return the letter within 10 days of receiving it, not 10 days from the claim date. This was confusing because I had previously been told I had 10 days, but I had not yet received anything that would allow me to submit my documentation properly. \n\nThis was the first point at which it became clear that my claim was being handled inconsistently and possibly closed without a proper review. \n\n\nXX/XX/XXXX New Fraud Attempt on Reissued, Unactivated Card On XX/XX/XXXX, I received another alert regarding an attempted balance transfer. \nThis time, the attempted transfer was for {$17000.00} to XXXX XXXX XXXX XXXX XXXX, account ending in XXXX. \n\nThis was especially alarming because the request was made on my newly reissued Bank of America card, which had been issued due to the prior fraud. I had not opened the envelope containing the new card, had not accessed the new card, and had not activated it. \n\nThis is a critical fact. A balance transfer request was attempted on a reissued card that I had not opened or activated. This further confirms that the fraudulent activity was not initiated by me and could not have resulted from my normal use of the card. \n\nFor this attempted transfer, I received both a text alert and an email alert from Bank of America. This contrasts sharply with the XX/XX/XXXX unauthorized transfer, for which I received no alert despite the much larger and successful transaction. \n\nSupporting Exhibit : XXXX  XXXX XX/XX/XXXX Fraud Alert for Attempted Transfer to XXXX XXXX Ending in XXXX XX/XX/XXXX Immediate Call to BofA / Agent Accuses Me of Liability and Locks Me Out Immediately after receiving the XX/XX/XXXX attempted balance transfer alert, I called Bank of America. \n\nI explained the full situation again, including : The ongoing spam bombing attack The prior unauthorized balance transfer The XX/XX/XXXX attempted fraud alerts The fact that I had already filed a claim The fact that this new attempted transfer was made on a reissued card that had not been opened or activated During this call, the agent told me that my claim had been closed and that I had been found liable for the transfer. \n\nI was horrified. When I asked for details, the agent was rude and told me she could not talk to me. She then locked me out of my accounts and told me I would have no access until I went into a financial center and showed two forms of identification. \n\nThis was deeply distressing because I was calling to report another active fraud attempt, and instead of receiving help, I was locked out of my accounts and accused of being liable for a transaction I did not authorize. \n\nXX/XX/XXXX In-Person Visit to Bank of America XXXX XXXX XXXX  XXXX and XXXX Immediately after being locked out, I went in person to the Bank of America XXXX XXXX XXXX XXXX  XXXX and XXXX in XXXX XXXX XXXX \n\nI worked with XXXX XXXX. \n\nAt the branch : I explained the full fraud situation again I provided two forms of identification I entered my PIN when my debit card was swiped I explained that I had been spam attacked I explained that I had already reported the fraud I explained that the new attempted transfer was made on a reissued card that had not been opened or activated XXXX XXXX eventually called the Bank of America fraud department. \n\nWe spoke with a male fraud department representative who told me that my claim had been closed and that I had been found liable. \n\nI argued that this made no sense because : I had not uploaded all of my evidence I had not received the letter in the mail I had not been given an alternate way to submit documentation I had reported the fraud immediately I had received alerts for related attempted transfers I had no relationship with the XXXX XXXX  accounts involved The latest attempt occurred on a reissued, unactivated card After a very confusing conversation and a very long period of time, the fraud representative stated that he had reopened my claim and unlocked my card so I could access the claim online. \nI checked my phone while still at the branch and confirmed that the claim was accessible again. However, there was no link to upload additional documents. \n\nWhen I pointed this out, the representative placed me on hold again for a long time. He eventually came back and told me that it could take up to 24 hours for the upload link to appear and that I should be able to upload my documentation the next day. \n\nXX/XX/XXXX Email to XXXX On XX/XX/XXXX, I also emailed XXXX to report the fraudulent transfer request and to document that fraud attempts were continuing. \n\nI also changed my Bank of America password online. \n\nSupporting Exhibit : XXXX  XXXX Email to XXXX Regarding Fraudulent Transfer Request XX/XX/XXXX Ongoing Spam Bombing Attack Also on XX/XX/XXXX, I continued to experience an active spam bombing attack. \n\nBetween approximately XXXX XXXX  and XXXX XXXX  XXXX, I received : Over 1,600 spam emails to my spam folder Over 30 spam emails that made it into my inbox This was happening at the same time I received the Bank of America notification regarding the attempted balance transfer. \n\nThe spam bombing was ongoing and directly overlapped with the fraud attempt. \n\nSupporting Exhibit : XXXX  XXXX Spam Attack Screenshots and Logs Showing XXXX Spam Emails and XXXX Inbox Emails XX/XX/XXXX Claim Closed Again Overnight Despite Being Reopened the Prior Day On the morning of XX/XX/XXXX, I saw that I had received an email from Bank of America XXXX XXXX XXXX  the night before stating that my claim had been closed again. \n\nThis was shocking because on XX/XX/XXXX I had spent hours : Calling Bank of America Going in person to the financial center Providing two forms of ID Entering my PIN Speaking with the branch representative Speaking with the fraud department Having the claim reopened Being told I would be able to upload evidence the next day The XX/XX/XXXX email made it appear as if everything that happened on XX/XX/XXXX had never occurred. \n\nAt this point, I felt as though Bank of America was actively preventing me from defending myself against fraud. I had repeatedly attempted to provide evidence, but my claim was closed before I could upload it, reopened only after significant effort, and then closed again overnight before the upload function was made available. \n\nThis sequence made me feel gaslit, mistreated, and obstructed in my attempt to resolve a clearly fraudulent transaction. \n\nXX/XX/XXXX Claim Closed Again / Escalation to Supervisor / Continued Obstruction On the morning of XX/XX/XXXX, after discovering that my claim had been closed again at XXXX XXXX  the prior evening ( see XXXX  XXXX ), and at XXXX XXXX  ( see XXXX XXXX ) I received an email that stated that a final review was done and my claim was declined! \n\nI immediately called Bank of America again to seek clarification and escalation. \n\nRequest for Supervisor and Escalation During this call, I specifically requested to speak with a fraud claims supervisor. I was transferred to an individual identified as XXXX from XXXX. \n\nI then retold the entire sequence of events once again, including : The spam bombing attack beginning XX/XX/XXXX The unauthorized XX/XX/XXXX balance transfer The XX/XX/XXXX fraud alerts that I declined The fact that I never received a notification for the actual fraudulent transaction The XX/XX/XXXX attempted transfer on a reissued, unactivated card The branch visit where I spent hours verifying my identity and reopening the claim The repeated assurances from multiple Bank of America representatives that : o I would receive a letter o I would receive an upload link to submit evidence o My claim had been reopened o My accounts were secured At this point in the call, I was extremely distressed and crying uncontrollably, as I had now spent weeks attempting to resolve what is clearly a fraudulent transaction and had instead been : Given conflicting and inconsistent information Passed repeatedly between departments Prevented from submitting evidence Locked out of my accounts Told I was liable for a transaction I did not authorize Concerns Expressed During Call I clearly expressed to XXXX that : There has been a complete failure of customer service and fraud protection I do not understand how a fraudulent transaction of this magnitude was approved without alerting me I do not understand how multiple employees are providing contradictory information about the claims process I feel that I am being passed from department to department to avoid resolution I do not understand how a newly issued, unactivated replacement card could immediately be compromised again I do not feel that my finances are safe at Bank of America I further explained that : I have no involvement whatsoever with the fraudulent transaction I have provided and attempted to provide documentation demonstrating this I am being prevented from properly defending myself Response from Fraud Supervisor ( XXXX ) XXXX was professional and empathetic ; however, he confirmed that : My claim had been closed He was unable to confirm whether the claim had actually been reopened the prior day during my in-branch visit This was particularly concerning because I had : Spent hours in person at a branch Verified my identity with two forms of ID and PIN entry Been explicitly told by a fraud representative that everything was being taken care of and the claim was reopened Further Instructions Given XXXX provided me with a phone number for the fraud claim reviewing department and instructed me to call them on Monday, as they were not open at the time of the call. \n\nHe further instructed me that I would need to : Repeat the entire situation again Request that they provide me with a way to submit documentation demonstrating that I am not involved in this fraudulent transaction, as they have been actively trying to accuse me and hold me liable for a crime I did not commit. \n\nResulting Impact and Ongoing Harm At this point, the process had become circular and non-functional. I expressed clearly that : I feel like I am on a hamster wheel, being asked to repeat the same facts over and over without resolution I no longer have confidence that anything I am told by the bank is accurate or reliable I feel that I am being defrauded twice : o First by the individual ( s ) who stole my money o Second by the institution that allowed the transaction and is failing to correct it I also raised fundamental questions that remain unanswered : Why has a basic investigation not determined this was fraud? \nCan the bank not : o Trace where the funds were transferred?\n\no Confirm that the receiving account does not belong to me?\n\no Identify the origin location of the transfer and compare it to my actual location on XX/XX/XXXX? \no Recall or freeze the transferred funds? \n\nNotice of Further Action I informed XXXX that : I am prepared to file a formal complaint with the Federal Trade Commission I am prepared to engage legal counsel My husband, XXXX XXXX, and I are prepared to withdraw substantial funds ( approaching $ XXXX combined ) from Bank of America and move our banking and mortgage relationship elsewhere Personal and Professional Impact I also explained the real-world consequences of this failure : I have a scheduled mental wellness retreat in XXXX beginning Sunday through Wednesday ( XX/XX/XXXX ), which is now overshadowed by this unresolved issue Instead of resolution after nearly three weeks, I am now forced to carry this stress into that time To reiterate : I am raising two small children I work in a high-demand executive role as Senior Vice President at Entertainment Media Ventures I have just launched a new company, XXXXXXXX XXXX XXXX, where I serve as XXXX XXXX XXXXXXXX  I do not have ANY TIME as it is, and Bank of America has wasted dozens of hours of my time, taking away from critical work projects and time with my family Despite this, I have been : Treated dismissively Denied clear answers Prevented from submitting evidence And at times made to feel as though I am being treated as responsible for criminal activity rather than the victim of it Conclusion of XX/XX/XXXX Events At the conclusion of this call, there was still : No resolution No confirmed active claim under proper review No ability to submit evidence No assurance that my accounts are secure This situation is completely unacceptable, and I am demanding immediate resolution. \n\nSupporting Exhibit : XXXX  XXXX XXXX XXXX Bank of America Sent at XXXX XXXX  Stating Claim Was Closed Again XX/XX/XXXX Escalation Attempt and Breakdown in Support Process On XX/XX/XXXX, I contacted Bank of America at XXXX, following prior instructions from a representative identified as XXXX. Upon reaching an agent, I immediately requested to speak with a supervisor due to the ongoing urgency and complexity of my fraud claim. \n\nInstead of being connected to a supervisor, I was transferred multiple times across departments. At each transfer, I was required to restate the full details of my situation. Eventually, I was connected with an individual who I believed to be a supervisor ; however, they appeared unfamiliar with my case and required a full re-explanation. That individual informed me that they had no information on how I could submit supporting evidence for my fraud claim, which directly contradicts prior guidance I had received. \n\nI was then transferred again. After once more explaining the situation, I discovered that I had been routed back to general customer service, rather than a fraud or supervisory team. At this point, after more than an hour on the phone and repeated failed transfers, I became extremely distressed. \nI formally requested that all calls from this date be reviewed and that the conduct of the customer service representatives involved be placed under formal internal review, as the handling of my case was disorganized, inefficient, and wholly inadequate given the seriousness of a fraud claim. The repeated misrouting and lack of procedural knowledge prevented me from submitting critical evidence and materially delayed resolution of my claim. \n\nXX/XX/XXXX Failed Fax Attempts and Paid Third-Party Transmission On XX/XX/XXXX, I attempted to submit my fraud dispute documentation via fax to XXXX, as instructed. Multiple attempts to transmit the documents were unsuccessful and rejected. \nDue to the urgency of ensuring my evidence was received, I paid {$50.00} to send the documents via XXXX  XXXX  ( XXXX ). I received a confirmation indicating that the fax transmission was successful ( see XXXX XXXX ). \n\nTo further ensure delivery, I sent the documents again via an additional fax service ( XXXX  ), and received a second confirmation of successful transmission ( see XXXX  XXXX ). \n\nDespite following all provided instructions and incurring out-of-pocket expenses to do so, I have not received confirmation from Bank of America that my documentation has been properly received or logged into my case file. \n\nSupporting Exhibit : XXXX  XXXX Successful Fax Confirmation XXXX XXXX XXXX  XXXX Successful Fax Confirmation XXXX  XX/XX/XXXX Conflicting Information, Hostile Interaction, and IP Address Dispute On XX/XX/XXXX, I contacted Bank of America again and spoke with a representative identified as XXXX ( XXXX  ), who was empathetic and attempted to assist. I was then transferred to an individual named XXXX XXXX XXXX  XXXX, whose conduct was notably unprofessional and dismissive. I am formally requesting that this call be pulled and reviewed, as his behavior materially added to the distress and mishandling of my case. \n\nFollowing this interaction, I was transferred to XXXX, a supervisor, who stated that she would : File internal customer complaints regarding prior interactions Add notes documenting my repeated attempts to submit evidence Keep the fraud claim open until documentation is confirmed received During this call, XXXX stated that the IP address associated with the fraudulent transaction was consistent with my historical usage. \n\nI explicitly dispute this assertion. At the time of the unauthorized transaction, I was physically present at my office in XXXX XXXX in XXXX XXXX, a highly secured facility with verifiable access logs and surveillance records. I am prepared to provide supporting evidence confirming my location. \n\nAdditionally, it is widely recognized that IP addresses can be spoofed or masked, particularly in cases involving coordinated fraud or spam attacks. The presence of a familiar IP address alone does not constitute proof of authorization ( see XXXX  XXXX ). \nXXXX advised that I should also submit my documentation via certified mail, and confirmed that notes would be added to ensure my claim remains open pending receipt and review of my materials. \n\nSupporting Exhibit : XXXX  XXXX FBI.GOV article explaining the prevalence of IP address spoofing and its use in fraudulent activity. \n\nThis article explains that IP addresses can be manipulated, masked, or spoofed by bad actors to make a transaction appear as though it originated from a legitimate user or familiar location. Techniques such as VPN masking, proxy routing, and spoofing tools are commonly used in coordinated fraud and spam attacks. \n\nThe existence of a matching or familiar IP address does not constitute reliable proof of user authorization, particularly in cases involving : Spam or phishing attacks Unauthorized account access Coordinated fraud attempts This exhibit directly challenges Bank of Americas assertion that an IP address consistent with prior usage is sufficient evidence to attribute the transaction to me. It supports the position that additional authentication evidence is required to establish authorization. \n\nXX/XX/XXXX Reversal of Temporary Credit and Ongoing Financial Harm On XX/XX/XXXX, I logged into my Bank of America account and observed that the previously issued temporary credit had been removed without prior notice or explanation. \n\nAs a result, my account balance reverted to approximately {$20000.00}, and I am now incurring interest charges on a balance that I continue to dispute as fraudulent. \n\nThis action has caused immediate and ongoing financial harm, including : Accrual of interest on a disputed and unauthorized transaction Significant negative impact on my account standing Additional emotional distress given the unresolved status of my fraud claim At no point prior to the removal of the temporary credit was I provided : A formal determination letter Supporting evidence for denial of my claim Confirmation that my submitted documentation had been received and reviewed Given that my fraud claim remains disputed and under active submission of supporting evidence, the removal of the temporary credit appears premature and procedurally improper. \n\nI am requesting : Immediate reinstatement of the temporary credit pending full investigation Reversal of all interest and fees associated with the disputed transaction A written explanation detailing the basis for removal of the credit Final Notice of Escalation If this matter is not resolved promptly and appropriately, I will have no choice but to escalate this dispute further. This includes filing formal complaints with the Better Business Bureau, the Federal Trade Commission, and all other relevant regulatory and oversight authorities, as well as pursuing direct legal action against Bank of America. \n\nI am fully prepared to provide the extensive documentation, timeline, and supporting exhibits outlined herein, which clearly demonstrate both the fraudulent nature of this transaction and the banks failure to conduct a reasonable and consistent investigation. I will also seek recovery of all damages incurred, including financial losses, interest charges, and any additional remedies available under applicable law. \n\nI strongly urge Bank of America to take immediate corrective action to resolve this matter before further escalation becomes necessary. \n\nI declare under penalty of perjury under the laws of the State of XXXX and the United States of America that the foregoing statements, timeline, and supporting exhibits are true and correct to the best of my knowledge, information, and belief. \nI further declare that all documents submitted in support of this claim are authentic and have not been altered, and that this statement is made in good faith in connection with a fraud dispute.","date_sent_to_company":"2026-05-04T19:03:56.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"90046","tags":null,"has_narrative":true,"complaint_id":"21861416","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-05-04T18:45:30.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["he had <em>reopened</em> my claim and unlocked my card so I could <em>access</em> the claim online."]},"sort":[9.033011,"21861416"]},{"_index":"complaint-public-v1","_id":"10748668","_score":7.5121007,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"SUMMARY : My identity was stolen. Someone impersonated me to open a credit card through XXXX. I reported this to XXXX, who has refused to assist me. I filed disputes with the credit bureaus. \n\nAfter I provided Experian with substantial documentation, it conducted a 28-minute \" investigation '' into my dispute and did nothing. It was literally impossible for Experian to review the documentation I provided in 28 minutes -- let alone investigate the accuracy of those documents. \n\nXXXX initially rejected my dispute, but all it did was ask XXXX to confirm the debt -- which XXXX fraudulently did. I have since provided substantial backup documentation to XXXX, and have not yet heard back, but it is my understanding they have re-opened their investigation. \n\nAt no point did Experian or XXXX contact me to discuss this fraud. They both simply asked XXXX  for confirmation, XXXX  fraudulently confirmed the account, and Experian and XXXX accepted XXXX  's fraudulent confirmation at face value. This whole process is a circular joke -- no one seems to be doing any real investigation into the fraud. \n\nMy understanding is that XXXX 's investigation into this fraud remains ongoing. \n\nDETAILED FACTUAL BACKGROUND : XXXX XXXX ( XXXX  ) is a XXXX finance company that provides credit card lending services. \n\nXXXX was a digital wellness program that offered an app where users could track activities like sleep, diet, exercise, meals, and mindfulness. XXXX ceased operations on XX/XX/XXXX after being unable to find a buyer or investment partner. The XXXX app is no longer available. Prior to ceasing operations, XXXX partnered with XXXX to issue a XXXX  credit card. \n\nOn or about XX/XX/XXXX, a fraudsterunbeknownst to mefraudulently opened a credit card account with one of the credit cards that XXXX  offers ( the Fraudulent Account ). Upon information and belief, the Fraudulent Account is tied to a XXXX  card that XXXX offered and serviced ( the Credit Card ). \n\nUpon information and belief, the fraudster was able to open the Fraudulent Account merely by fraudulently representing my name, address, and telephone number as the fraudsters own. Upon information and belief, the fraudster did not provide either my actual email address or social security number ( SSN ) when the fraudster opened the Fraudulent Account, as explained more fully below. \n\nIn other words, XXXX negligently allowed the fraudster to open the Fraudulent Account without even undertaking the most basic of confirming steps ( i.e., obtaining verification through a SSN and email address ). \n\nBased upon information recently received from XXXX, the fraudster apparently made payments on the Credit Card for the Fraudulent Account in XXXX and XX/XX/XXXX. Thereafter, the fraudster racked up charges totaling approximately {$340.00} that he or she did not pay. \n\nTo be clear, I did not open the Fraudulent Account and, accordingly, have never used the Credit Card. In fact, before I learned of the fraud described herein, I had never even heard of XXXX  or XXXX. \n\nI have never received any correspondence from XXXX regarding the Fraudulent Account or Credit Card. I have never received any billing statements at any time from XXXX or XXXX. I have never even downloaded or used the XXXX app. \n\nOn XX/XX/XXXX at approximately XXXX XXXX, I received a call from someone purporting to be a representative of XXXX XXXX, a debt collections agency. That representative stated she was calling to collect the approximate {$340.00} balance that the fraudster had failed to pay regarding the Fraudulent Account. That representative asked me for personal identifying information. \n\nThis call came at a great surprise to me, given that ( 1 ) I had never even heard of XXXX  at the time of this call ; ( 2 ) I have never had any sort of account with XXXX  ; and ( 3 ) I have always made all credit card payments timely. Given the surprise nature of this call and the representatives request for personal identifying information, I feared this call was a scam ( i.e., that it was an improper attempt to obtain my personal identifying information ). I informed the debt collector that the Fraudulent Account was not mine and that I had never even heard of XXXX. \n\nIn response, the debt collector provided the address and telephone number associated with the Fraudulent Accountboth of which belong to me, and which the fraudster had misrepresented as his or her own. \n\nHowever, the debt collector also provided the email address allegedly associated with the account, which is not associated with me ( and has never been ). I informed the debt collector that the email address was not mine, and emphasized ( once again ) that the Fraudulent Account was the product of fraud and I am not liable for it. \n\nThe debt collector then represented to me that XXXX XXXX would mail a dispute form to my residence that I could use to dispute the alleged debt associated with the Fraudulent Account within 30 days. \n\nAt the conclusion of this call, I still suspected that the call was a scam for the reasons described above. Thus, that same night, I checked my credit report online to verify whether there was any account on my report associated with XXXX. I had not checked my credit report in years prior to this time because I had not applied for any new loans since I refinanced my mortgage around the XXXX timeframe. \n\nTo my surprise, the Fraudulent Account was incorrectly listed on my credit report. This was the first time I learned of this fact. \n\nDisturbingly, XXXX  inaccurate reporting of the Fraudulent Account on my credit report dropped my credit score initially by over XXXX points ( although it has since rebounded to some degree ). As a direct result of the fraud and XXXX  actions described herein, my credit score remains well below where it was prior to the fraud. \n\nHaving just learned of the Fraudulent Account, I called XXXX  at around XXXX XXXX  on XX/XX/XXXX. I explained the situation to the XXXX representative on that call, and asked for assistance in closing the Fraudulent Account and removing it from my credit reports. \n\nThe XXXX representative asked for my SSN and other personal identifying information. I truthfully provided that information. The XXXX  representative confirmed there was no account at XXXX  associated with my SSN. \n\nI was relieved to hear that the fraudster had likely not been able to misuse my SSN, and was hopeful that XXXX  would therefore work with me to resolve the fraud. I requested that the XXXX  representative send me confirmation in writing that there was no account at XXXX  associated with my SSN. \n\nInexplicably, the XXXX representative refused to provide me with written confirmation. I explained that I needed such confirmation to provide to the credit bureaus to help resolve the fraud. The XXXX representative remained steadfast in his refusal to provide any information in writing. Instead, the XXXX representative merely referred me to the credit bureaus. I explained that I fully intended to file disputes with the credit bureaus, but that ( 1 ) the fraud originated at XXXX  ; ( 2 ) XXXX  inaccurately reported the Fraudulent Account on my credit report ; and ( 3 ) the bureaus would ultimately be contacting XXXX  to obtain the same type of information I was requesting. I pleaded for assistance. \n\nDespite my pleas, the XXXX representative refused to provide any written confirmation. Realizing that continuing to request written confirmation was an exercise in futility, I then requested an email address he could use to contact XXXX about the Fraudulent Account. The XXXX representative initially refused to provide an email address. I emphasized that it was important to me to start documenting this fraud in writing, and again asked for an email address. After a few minutes where I was put on hold, the XXXX representative eventually provided the following email address : XXXX. \n\nAt XXXX XXXX  on XX/XX/XXXX, I emailed that address, notified XXXX  in writing of the fraud described herein, and asked for assistance in resolving the fraud and clearing my name/credit report. Meanwhile, I filed disputes with all three credit bureaus that night regarding the Fraudulent Account. \n\nOn XX/XX/XXXX, XXXX responded via its XXXX email address, and again simply referred me to the credit bureau. XXXX offered no further assistance. \n\nGiven that I had already ( 1 ) filed disputes with the bureaus, ( 2 ) informed XXXX  of the fraud, ( 3 ) confirmed with a XXXX  representative that there was no account associated with my SSN, and ( 4 ) XXXX  itself had expressly referred me to the credit bureausI was hopeful that XXXX  and the credit bureaus would work collaboratively to resolve the fraud described herein ( i.e., remove the Fraudulent Account from my credit reports, among other things ). \n\nThen, on XX/XX/XXXX, I received mailed correspondence from XXXX XXXX, the aforementioned debt collector. Contrary to what the debt collector had represented during her XX/XX/XXXX telephone call with me, this correspondence was not a form whereby I could dispute the debt. Instead, the correspondence stated, We have contacted the creditor [ XXXX ] who has verified the information. In other words, having full knowledge of the fraud described herein, XXXX egregiously continued to perpetuate the fraud by lying to XXXX XXXX about the Fraudulent Account being a valid debt of mine ( which it is not ). \n\nDisappointed with XXXX  bad faith, I called XXXX once again to voice my concern about the Fraudulent Account. The representative I spoke to on the night of XX/XX/XXXX was even less than helpful than the first representative. This representative expressly stated, we do not provide solutions, and ( once again ) merely referred me to the credit bureaus. \n\nThat same night, I placed a fraud alert with the credit bureaus and filed an Identify Theft Report with the Federal Trade Commission. That same night, I again emailed XXXX, and requested the following information : a. [ C ] opies of all applications and other business records relating to the account allegedly associated with my name at XXXX. ; b. The email address associated with the Fraudulent Account ; c. Documents pertaining to how the Fraudulent Account was opened by the fraudster, including XXXX  request ( or lack thereof ) for any verifying information ; d. The SSN associated with the Fraudulent Account ; e. [ I ] nformation showing what the ~ {$340.00} associated with the Fraudulent Account was used to purchase, and where those purchases occurred. \n\nIronically, XXXX  responded on XX/XX/XXXX at XXXX AM, and stated that it was refusing to assist me because XXXX  was unable to locate an application or account using the email address [ that I ] was writing from. \n\nObviously, the reason why XXXX could not locate my email address is that the fraudster opened the Fraudulent Account using an email address not associated with me ( as discussed above ). In other words, XXXX  was continuing to perpetuate its fraud through circular and negligent confirming policies ( i.e., XXXX  negligently allowed the fraudster to open the Fraudulent Account in my name using an email not associated with me, and then refused to discuss the details of the Fraudulent Account with me because I do not have access to the email address fraudulently used by the fraudster ). \n\nI responded that morning at XXXX XXXX  : \" You're kidding. Did you read my emails??? This is my email address. Of course there is not application or account associated with it -- I do not have an account with XXXX. I am emailing you about a *fraudulent* account that needs to be closed, and which you need to report to the credit agencies and the loan collector as not being mine. '' Then, on XX/XX/XXXX, XXXX reported to me via email that it had allegedly completed its investigation of my dispute of the Fraudulent Account. XXXX reported that it contacted the company reporting the information to XXXX ( i.e., XXXX ), and XXXX had confirmed that the Fraudulent Account was an alleged valid debt of mine. In other words, with full knowledge that the Fraudulent Account was not a valid debt of mine, XXXX nevertheless went ahead and expressly lied to XXXX about that fact. \n\nBased on the XXXX report, XXXX did nothing to investigate the dispute other than simply ask XXXX for confirmationa pathetically poor attempt at an investigation given that, as described above, the Fraudulent Account : ( 1 ) is not associated with any of my email addresses; and ( 2 ) is not associated with my SSN. \n\nAs of XX/XX/XXXX, I had not received any notices from either XXXX or Experian regarding the outcome of their investigations into the disputed Fraudulent Account. Nevertheless, as a result of receiving XXXX notice, I logged onto my online accounts with XXXX and Experian to check the status of their investigations. \n\nAs of XX/XX/XXXX, XXXX was still investigating my dispute of the Fraudulent Account. \n\nHowever, to my surprise, I discovered that Experian had apparently concluded its investigation ( or lack thereof ) back on XX/XX/XXXX, and had failed to notify me of that fact. Rather, Experian merely provided an update in my online account, but did not provide notice via email ( or otherwise ) of that fact. \n\nXXXX XX/XX/XXXX online update states that, The company that reported the information [ XXXX ] has certified to Experian that the information is accurate. In other words, Experianlike XXXX nothing more than request confirmation from XXXX, who fraudulently provided confirmation even though XXXX had actual notice from me that such confirmation was inaccurate. \n\nMoreover, the circumstances should have alerted XXXX and Experian that there was a real need to seriously question the nature of the Fraudulent Account. I have multiple credit cards all tied to the same email address and I have never missed a payment on any of them. The credit card payments that I routinely makes on my actual credit cards are many multiples of the approximate {$340.00} delinquency allegedly associated with the XXXX  Account. Accordingly, XXXX and Experian had actual notice by virtue of the other information on my credit report that it was incredibly unlikely that I would be delinquent on a {$340.00} debt associated with a credit card that is not tied to my email address or my SSN ( because, of course, I am not delinquent because the Fraudulent Account is not mine, and is instead the product of fraud/identity theft ). \n\nBased on the contents of the information received from XXXX and Experian, it does not appear that either of them undertook efforts to ( 1 ) confirm the SSN associated with the Fraudulent Account matched my SSN ; ( 2 ) confirm the email address associated the Fraudulent Account matched my email addresses ; ( 3 ) confirm the transactions the fraudster made using the Credit Card align geographically with the location where I reside ; ( 4 ) confirm whether the nature of the transactions the fraudster made align with my purchase history ; or ( 5 ) confirm in any way the accuracy of the fraudulent information perpetuated by XXXX. \n\nIn fact, neither XXXX nor Experian even contacted me during their investigations. Rather, both of those entities simply accepted XXXX  fraudulent story at face value without even bothering to obtain information from me. \n\nTo make matters worse, I re-submitted this dispute to Experian at XXXX XXXX  on XX/XX/XXXX, but this time uploaded supporting documentation, including, among other things, ( 1 ) a draft copy of a Complaint, which contains a detailed recitation of the facts demonstrating the fraud ; ( 2 ) a copy of my Identity Theft Report ; ( 3 ) a copy of my correspondence with XXXX  ( in which XXXX  refused to provide information to me about the Fraudulent Account because my email address is not associated with the Fraudulent Account ). \n\nIncredibly, Experian completed its investigation ( or lack thereof ) into this renewed disputewith substantial supporting documentationin no more than 28 minutes. To that end, Experian emailed me an update ( unlike previously ) at XXXX XXXX  on XX/XX/XXXX, where it maintained its improper stance that the Fraudulent Account is a valid debt of mine ( when it is not ; again, it is the product of identity theft/fraud ). \n\nIt is impossible that Experian actually reviewed the supporting documentationlet alone investigated the accuracy of that informationin 28 minutes. The evidence unequivocally demonstrates that Experian failed to undertake a reasonable investigation into my dispute of the Fraudulent Account. \n\nAs described above, both XXXX and Experian failed to undertake the reasonable investigation into my dispute of the Fraudulent Account, as required by law.","date_sent_to_company":"2024-11-10T19:55:49.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30341","tags":null,"has_narrative":true,"complaint_id":"10748668","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-11-10T19:55:45.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["In fact, neither XXXX nor Experian even contacted me during their <em>investigations</em>. Rather, both of those entities simply accepted XXXX  fraudulent story at face value <em>without</em> even bothering to obtain information from me."],"sub_issue":["Information belongs to <em>someone</em> else"]},"sort":[7.5121007,"10748668"]},{"_index":"complaint-public-v1","_id":"10747714","_score":7.5121007,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"SUMMARY : My identity was stolen. Someone impersonated me to open a credit card through XXXX. I reported this to XXXX, who has refused to assist me. I filed disputes with the credit bureaus. \n\nAfter I provided XXXX with substantial documentation, it conducted a 28-minute \" investigation '' into my dispute and did nothing. It was literally impossible for XXXX to review the documentation I provided in 28 minutes -- let alone investigate the accuracy of those documents. \n\nEquifax initially rejected my dispute, but all it did was ask XXXX to confirm the debt -- which XXXX fraudulently did. I have since provided substantial backup documentation to Equifax, and have not yet heard back, but it is my understanding they have re-opened their investigation. \n\nAt no point did XXXX or Equifax contact me to discuss this fraud. They both simply asked XXXX  for confirmation, XXXX  fraudulently confirmed the account, and XXXX and Equifax accepted XXXX  's fraudulent confirmation at face value. This whole process is a circular joke -- no one seems to be doing any real investigation into the fraud. \n\nMy understanding is that XXXX 's investigation into this fraud remains ongoing. \n\nDETAILED FACTUAL BACKGROUND : XXXX XXXX ( XXXX  ) is a XXXXbased finance company that provides credit card lending services. \n\nXXXX was a digital wellness program that offered an app where users could track activities like sleep, diet, exercise, meals, and mindfulness. XXXX ceased operations on XX/XX/XXXX after being unable to find a buyer or investment partner. The XXXX app is no longer available. Prior to ceasing operations, XXXX partnered with XXXX to issue a XXXX credit card. \n\nOn or about XX/XX/XXXX, a fraudsterunbeknownst to mefraudulently opened a credit card account with XXXX of the credit cards that XXXX  offers ( the Fraudulent Account ). Upon information and belief, the Fraudulent Account is tied to a XXXX  card that XXXX offered and serviced ( the Credit Card ). \n\nUpon information and belief, the fraudster was able to open the Fraudulent Account merely by fraudulently representing my name, address, and telephone number as the fraudsters own. Upon information and belief, the fraudster did not provide either my actual email address or social security number ( SSN ) when the fraudster opened the Fraudulent Account, as explained more fully below. \n\nIn other words, XXXX negligently allowed the fraudster to open the Fraudulent Account without even undertaking the most basic of confirming steps ( i.e., obtaining verification through a SSN and email address ). \n\nBased upon information recently received from Equifax, the fraudster apparently made payments on the Credit Card for the Fraudulent Account in XXXX and XX/XX/XXXX. Thereafter, the fraudster racked up charges totaling approximately {$340.00} that he or she did not pay. \n\nTo be clear, I did not open the Fraudulent Account and, accordingly, have never used the Credit Card. In fact, before I learned of the fraud described herein, I had never even heard of XXXX  or XXXX. \n\nI have never received any correspondence from XXXX regarding the Fraudulent Account or Credit Card. I have never received any billing statements at any time from XXXX or XXXX. I have never even downloaded or used the XXXX app. \n\nOn XX/XX/XXXX at approximately XXXX XXXX, I received a call from someone purporting to be a representative of XXXX XXXX, a debt collections agency. That representative stated she was calling to collect the approximate {$340.00} balance that the fraudster had failed to pay regarding the Fraudulent Account. That representative asked me for personal identifying information. \n\nThis call came at a great surprise to me, given that ( XXXX ) I had never even heard of XXXX  at the time of this call ; ( XXXX ) I have never had any sort of account with XXXX  ; and ( XXXX ) I have always made all credit card payments timely. Given the surprise nature of this call and the representatives request for personal identifying information, I feared this call was a scam ( i.e., that it was an improper attempt to obtain my personal identifying information ). I informed the debt collector that the Fraudulent Account was not mine and that I had never even heard of XXXX. \n\nIn response, the debt collector provided the address and telephone number associated with the Fraudulent Accountboth of which belong to me, and which the fraudster had misrepresented as his or her own. \n\nHowever, the debt collector also provided the email address allegedly associated with the account, which is not associated with me ( and has never been ). I informed the debt collector that the email address was not mine, and emphasized ( once again ) that the Fraudulent Account was the product of fraud and I am not liable for it. \n\nThe debt collector then represented to me that XXXX XXXX would mail a dispute form to my residence that I could use to dispute the alleged debt associated with the Fraudulent Account within 30 days. \n\nAt the conclusion of this call, I still suspected that the call was a scam for the reasons described above. Thus, that same night, I checked my credit report online to verify whether there was any account on my report associated with XXXX. I had not checked my credit report in years prior to this time because I had not applied for any new loans since I refinanced my mortgage around the XXXX timeframe. \n\nTo my surprise, the Fraudulent Account was incorrectly listed on my credit report. This was the first time I learned of this fact. \n\nDisturbingly, XXXX  inaccurate reporting of the XXXX Account on my credit report dropped my credit score initially by over XXXX points ( although it has since rebounded to some degree ). As a direct result of the fraud and XXXX  actions described herein, my credit score remains well below where it was prior to the fraud. \n\nHaving just learned of the Fraudulent Account, I called XXXX  at around XXXX XXXX  on XX/XX/XXXX. I explained the situation to the XXXX representative on that call, and asked for assistance in closing the Fraudulent Account and removing it from my credit reports. \n\nThe XXXX representative asked for my SSN and other personal identifying information. I truthfully provided that information. The XXXX  representative confirmed there was no account at XXXX  associated with my SSN. \n\nI was relieved to hear that the fraudster had likely not been able to misuse my SSN, and was hopeful that XXXX  would therefore work with me to resolve the fraud. I requested that the XXXX  representative send me confirmation in writing that there was no account at XXXX  associated with my SSN. \n\nInexplicably, the XXXX representative refused to provide me with written confirmation. I explained that I needed such confirmation to provide to the credit bureaus to help resolve the fraud. The XXXX representative remained steadfast in his refusal to provide any information in writing. Instead, the XXXX representative merely referred me to the credit bureaus. I explained that I fully intended to file disputes with the credit bureaus, but that ( XXXX ) the fraud originated at XXXX  ; ( XXXX ) XXXX  inaccurately reported the Fraudulent Account on my credit report ; and ( XXXX ) the bureaus would ultimately be contacting XXXX  to obtain the same type of information I was requesting. I pleaded for assistance. \n\nDespite my pleas, the XXXX representative refused to provide any written confirmation. Realizing that continuing to request written confirmation was an exercise in futility, I then requested an email address he could use to contact XXXX about the Fraudulent Account. The XXXX representative initially refused to provide an email address. I emphasized that it was important to me to start documenting this fraud in writing, and again asked for an email address. After a few minutes where I was put on hold, the XXXX representative eventually provided the following email address : XXXX. \n\nAt XXXX XXXX  on XX/XX/XXXX, I emailed that address, notified XXXX  in writing of the fraud described herein, and asked for assistance in resolving the fraud and clearing my name/credit report. Meanwhile, I filed disputes with all three credit bureaus that night regarding the Fraudulent Account. \n\nOn XX/XX/XXXX, XXXX responded via its XXXX email address, and again simply referred me to the credit bureau. XXXX offered no further assistance. \n\nGiven that I had already ( XXXX ) filed disputes with the bureaus, ( XXXX ) informed XXXX  of the fraud, ( XXXX ) confirmed with a XXXX  representative that there was no account associated with my SSN, and ( XXXX ) XXXX   itself had expressly referred me to the credit bureausI was hopeful that XXXX  and the credit bureaus would work collaboratively to resolve the fraud described herein ( i.e., remove the Fraudulent Account from my credit reports, among other things ). \n\nThen, on XX/XX/XXXX, I received mailed correspondence from XXXX XXXX, the aforementioned debt collector. Contrary to what the debt collector had represented during her XX/XX/XXXX telephone call with me, this correspondence was not a form whereby I could dispute the debt. Instead, the correspondence stated, We have contacted the creditor [ XXXX ] who has verified the information. In other words, having full knowledge of the fraud described herein, XXXX egregiously continued to perpetuate the fraud by lying to XXXX XXXX about the Fraudulent Account being a valid debt of mine ( which it is not ). \n\nDisappointed with XXXX  bad faith, I called XXXX once again to voice my concern about the Fraudulent Account. The representative I spoke to on the night of XX/XX/XXXX was even less than helpful than the first representative. This representative expressly stated, we do not provide solutions, and ( once again ) merely referred me to the credit bureaus. \n\nThat same night, I placed a fraud alert with the credit bureaus and filed an Identify Theft Report with the Federal Trade Commission. That same night, I again emailed XXXX, and requested the following information : a. [ C ] opies of all applications and other business records relating to the account allegedly associated with my name at XXXX. ; b. The email address associated with the Fraudulent Account ; XXXX Documents pertaining to how the Fraudulent Account was opened by the fraudster, including XXXX  request ( or lack thereof ) for any verifying information ; XXXX The SSN associated with the Fraudulent Account ; e. [ I ] nformation showing what the ~ {$340.00} associated with the Fraudulent Account was used to purchase, and where those purchases occurred. \n\nIronically, XXXX  responded on XX/XX/XXXX at XXXX AM, and stated that it was refusing to assist me because XXXX  was unable to locate an application or account using the email address [ that I ] was writing from. \n\nObviously, the reason why XXXX could not locate my email address is that the fraudster opened the Fraudulent Account using an email address not associated with me ( as discussed above ). In other words, XXXX  was continuing to perpetuate its fraud through circular and negligent confirming policies ( i.e., XXXX  negligently allowed the fraudster to open the Fraudulent Account in my name using an email not associated with me, and then refused to discuss the details of the Fraudulent Account with me because I do not have access to the email address fraudulently used by the fraudster ). \n\nI responded that morning at XXXX XXXX  : \" You're kidding. Did you read my emails??? This is my email address. Of course there is not application or account associated with it -- I do not have an account with XXXX. I am emailing you about a *fraudulent* account that needs to be closed, and which you need to report to the credit agencies and the loan collector as not being mine. '' Then, on XX/XX/XXXX, Equifax reported to me via email that it had allegedly completed its investigation of my dispute of the Fraudulent Account. Equifax reported that it contacted the company reporting the information to Equifax ( i.e., XXXX ), and XXXX had confirmed that the Fraudulent Account was an alleged valid debt of mine. In other words, with full knowledge that the Fraudulent Account was not a valid debt of mine, XXXX nevertheless went ahead and expressly lied to Equifax about that fact. \n\nBased on the Equifax report, Equifax did nothing to investigate the dispute other than simply ask XXXX for confirmationa pathetically poor attempt at an investigation given that, as described above, the Fraudulent Account : ( XXXX ) is not associated with any of my email addresses; and ( XXXX ) is not associated with my SSN. \n\nAs of XX/XX/XXXX, I had not received any notices from either XXXX or XXXX regarding the outcome of their investigations into the disputed Fraudulent Account. Nevertheless, as a result of receiving Equifaxs notice, I logged onto my online accounts with XXXX and XXXX to check the status of their investigations. \n\nAs of XX/XX/XXXX, XXXX was still investigating my dispute of the Fraudulent Account. \n\nHowever, to my surprise, I discovered that XXXX had apparently concluded its investigation ( or lack thereof ) back on XX/XX/XXXX, and had failed to notify me of that fact. Rather, XXXX merely provided an update in my online account, but did not provide notice via email ( or otherwise ) of that fact. \n\nXXXX XX/XX/XXXX online update states that, The company that reported the information [ XXXX ] has certified to XXXX that the information is accurate. In other words, XXXX Equifaxdid nothing more than request confirmation from XXXX, who fraudulently provided confirmation even though XXXX had actual notice from me that such confirmation was inaccurate. \n\nMoreover, the circumstances should have alerted Equifax and XXXX that there was a real need to seriously question the nature of the Fraudulent Account. I have multiple credit cards all tied to the same email address and I have never missed a payment on any of them. The credit card payments that I routinely makes on my actual credit cards are many multiples of the approximate {$340.00} delinquency allegedly associated with the Fraudulent Account. Accordingly, Equifax and XXXX had actual notice by virtue of the other information on my credit report that it was incredibly unlikely that I would be delinquent on a {$340.00} debt associated with a credit card that is not tied to my email address or my SSN ( because, of course, I am not delinquent because the Fraudulent Account is not mine, and is instead the product of fraud/identity theft ). \n\nBased on the contents of the information received from Equifax and XXXX, it does not appear that either of them undertook efforts to ( XXXX ) confirm the SSN associated with the Fraudulent Account matched my SSN ; ( XXXX ) confirm the email address associated the Fraudulent Account matched my email addresses ; ( XXXX ) confirm the transactions the fraudster made using the Credit Card align geographically with the location where I reside ; ( XXXX ) confirm whether the nature of the transactions the fraudster made align with my purchase history ; or ( XXXX ) confirm in any way the accuracy of the fraudulent information perpetuated by XXXX. \n\nIn fact, neither Equifax nor XXXX even contacted me during their investigations. Rather, both of those entities simply accepted XXXX  fraudulent story at face value without even bothering to obtain information from me. \n\nTo make matters worse, I re-submitted this dispute to XXXX at XXXX XXXX  on XX/XX/XXXX, but this time uploaded supporting documentation, including, among other things, ( XXXX ) a draft copy of a Complaint, which contains a detailed recitation of the facts demonstrating the fraud ; ( XXXX ) a copy of my Identity Theft Report ; ( XXXX ) a copy of my correspondence with XXXX  ( in which XXXX  refused to provide information to me about the Fraudulent Account because my email address is not associated with the Fraudulent Account ). \n\nIncredibly, XXXX completed its investigation ( or lack thereof ) into this renewed disputewith substantial supporting documentationin no more than 28 minutes. To that end, XXXX emailed me an update ( unlike previously ) at XXXX XXXX  on XX/XX/XXXX, where it maintained its improper stance that the Fraudulent Account is a valid debt of mine ( when it is not ; again, it is the product of identity theft/fraud ). \n\nIt is impossible that XXXX actually reviewed the supporting documentationlet alone investigated the accuracy of that informationin 28 minutes. The evidence unequivocally demonstrates that XXXX failed to undertake a reasonable investigation into my dispute of the Fraudulent Account. \n\nAs described above, both Equifax and XXXX failed to undertake the reasonable investigation into my dispute of the Fraudulent Account, as required by law.","date_sent_to_company":"2024-11-10T19:55:49.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"30341","tags":null,"has_narrative":true,"complaint_id":"10747714","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-11-10T19:55:45.000Z","state":"GA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["In fact, neither Equifax nor XXXX even contacted me during their <em>investigations</em>. Rather, both of those entities simply accepted XXXX  fraudulent story at face value <em>without</em> even bothering to obtain information from me."],"sub_issue":["Information belongs to <em>someone</em> else"]},"sort":[7.5121007,"10747714"]},{"_index":"complaint-public-v1","_id":"3454989","_score":7.0760727,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a \" scrubbed '' modified version of a Letter & Summary, that goes w/ Two Packets of  Documents w/ Notes. I am sending the entirety to Capital One by XX/XX/XXXX, but I think it's important for you to read exactly what I am sending them. \n\nTo Whom it may concern, On XX/XX/XXXX, I immediately notified Capital One on the discovery of a fraudulent charge. That evening, I attempted to notify XXXX XXXX of said charge. The next day, XX/XX/XXXX, after receiving a shipping alert from XXXX XXXX, I requested that they NOT deliver said item. I absolutely DID NOT receive the item in question, and nor did my wife ( who was working from home, and was waiting for the package to be delivered to our residence that day, XX/XX/XXXX ). On XX/XX/XXXX, I also filed a stolen package report with the XXXX XXXX XXXX, and in the early morning of XX/XX/XXXX ( eastern time ), I filed a Police Report with our local Police Department. \n\nI made a final payment for this account on XX/XX/XXXX. The payment reduced the total balance to {$2200.00}, due to the fraudulent transaction made on XX/XX/XXXX ( {$2200.00} from XXXX XXXX XXXX XXXX NY XXXX USA ). \n\nPer Capital One 's credit card policy, I am NOT liable for this unauthorized transaction. I am more than happy to continue to assist them in the investigation of this matter ( for example, I am currently working with a representative at XXXX XXXX, who has re-opened an investigation with XXXX, in order to return the money to Capital One ). Finally, my good credit is extremely important to me. Please ask them to not use this fraudulent purchase, or my refusal to pay said fraudulent purchase, to negatively affect my credit. Once they have received the information I've sent, and confirm its authenticity, please have them refund the outstanding balance. In addition to the previous request, after the balance has been adjusted, I've asked them to close both of my Capital One accounts per my requests. \n\nLastly, I want to draw Capital One 's attention to the Fair Credit Billing Act of 1975. Under the Fair Credit Billing Act of 1975 ; if I notify Capital One, the Financial Institution ( within the first 24 hours ) ; I am not liable for the loss of funds, created by the theft of my financial information, regardless of the manner in which the scheme is carried out. Nor am I liable for the loss of funds due to the fraudulent online activity, regardless of how successful the crime committed. I hope they can adhere to this law and allow me to close my accounts ( without conflict ). If they can not, I will file a report with the New York, New Jersey & Virginia State Attorney General Offices, as well as the XXXX XXXX XXXX. I've already filed a report with the Federal Bureau of Investigations Online Crimes Division, the Federal Trade Commission & now the Consumer Financial Protection Bureau. If needs be, I will also reach out to news outlets that specialize in shedding light on financial injustices. Finally, if all else fails to convince them of doing the right thing, I will be forced to take legal action. Its something I would prefer to avoid, but I will do what I must do to protect my rights as a responsible, law abiding citizen of the United States of America. \n\nI have documents available that will show ... \n\nI did NOT purchase said item, or authorize an agent to purchase said item ; I did everything I could to warn ALL parties involved of the fraudulent charge ; I did everything I could to STOP said item from being shipped ; I NEITHER received NOR signed for said item & NEITHER did my wife ; I attempted to get information that would lead to the arrest of the thief. \n\nMore specifically, I have the following documents available for use ... \n\ndocuments that prove the signature provided for delivery of said item is fraudulent ; documents that prove I couldnt have been physically present to accept delivery documents that prove my wife wasnt given the opportunity to accept delivery documents that prove my email was indeed compromised at the time of this theft ; copies of credit statements that show an orderly well-adjusted credit history ; documents that prove our Chase card was also compromised at time of this theft ; a copy of the Fair Credit Billing Act of 1975 ; a copy of Capital Ones Credit Card User Agreement ; a copy of proof of final payment for my accounts ; a copy of the request to formally close both Capital One Credit accounts a copy of my license in case it is needed to close accounts ; documents that raise questions as to why this purchase did not raise alarm bells ; I've asked Capital One to please review the documents thoroughly and without bias. A lot of valuable time was spent to put it together. It is my hope, that with the information provided, they will see, I should not be held liable for the theft, and they will also see, how inadequate the Fraudulent claims systems are within Capital One, XXXX & XXXX XXXX. \n\nI thank you for your understanding and speedy response to this matter. \n\n\nSUMMARY OF EVENTS To Whom it may concern, On XX/XX/XXXX, at approximately XXXX XXXX   XXXX XXXX, I discovered a charge on my CAPITAL ONE account for {$2200.00} USD. Because I received an email from XXXX  at XXXX pacific time - to confirm the purchase made online [ see pg. 13-14 ] - Im assuming the charge was made around that time. The merchant was XXXX XXXX. Ive never purchased anything from XXXX in my life, let alone any product of this kind. I immediately contacted my wife to ask if she had made it [ see pg. 162 ]. She emphatically said, no. I promptly called the C.O. Fraud Department to report this charge [ see pg. 162 ]. They assured me the situation would be fixed, and that I had nothing to worry about when it came to be paying for the charge ( I wouldnt be held responsible for any unauthorized charges due to C.O.s {$0.00} Fraud Liability ). They then said the transaction would need to clear before an investigation could be opened, but in the meantime, they would lock my card and send me a new one as soon as possible. Because I am living/working on the west coast for a little while, I requested that C.O. representative send the new card ( as well as all future correspondence ) to my west coast address, NOT the permanent east coast address [ see pg. 34 ]. I left the conversation feeling uneasy about the apparent identity/credit theft, but confident that C.O. would take care of us.\n\nLater that evening, I realized my inbox had been inundated with unsolicited newsletters and emails [ see pg. 105 ]. These emails, sent by people/companies I had not heard of, were thanking me for my interest [ see pg. 112 ]. At this point, I was extremely worried someone had fully assumed my identity and was contacting merchants to purchase their goods. I decided it would be beneficial to reach out to XXXX immediately, and NOT wait for the transaction to clear [ see pg. 162 ]. Unfortunately, because it was XXXX on the east coast, the XXXX Customer Service Offices were closed. I spent the rest of that evening attempting to clean up my inbox and trying to focus on my work. \n\nThe next day, XX/XX/XXXX, at XXXX pacific time, I received an email alert from XXXX, alerting me that the item in question had been shipped. Unbeknownst to me, the thief had managed to commandeer my email, home address & credit card information, and had used that info to ship the {$2200.00} handbag ( overnight ), to MY ADDRESS on the east coast. Because I was at work related events, and fully expecting C.O. to void the initial charge, I was VERY confused when I saw the notice. On the next break, I went to contact XXXX, but again the offices were closed, and so I reached out to them in the only way that was available to me, email ( I contacted them through their website email system ). I never received an adequate response from their customer service department [ see pg.22-23 ]. Around the same time ( XXXX pacific time ), I received an email from XXXX welcoming me to my MyXXXX-Account [ see pg. 20 ]. Again, I was scared by someone doing things in my name, and immediately I went to XXXX website to reset the password in order to access the account [ see pg. 21 ].  Minutes later, I contacted my wife to make sure she would be working from home the next day. Because I was on the west coast ( and still am today ), I conveyed to her that it was VERY important for her to be there and accept the package from XXXX. She said she understood, and would be working from home anyways, and so we left it at that [ see pg. 162 ]. \n\nThe following day ( XX/XX/XXXX ), I anxiously awaited an update from XXXX, or a response from the XXXX. After not receiving an alert from either, I used the XXXX tracking number to get an update. The app said it had been delivered at XXXX eastern time and was signed for by MY LAST NAME [ see pg. XXXX ]. At XXXX pacific time, I again attempted to contact XXXX, and this time I was able to get someone on the phone. I told them what had happened, and they suggested I contact my Wife, as well as XXXX to get more information [ see pg. 163-164 I got off the phone with XXXX, and frantically called my Wife. I asked if she had accepted the handbag from XXXX [ see pg 163-164 ]? She told me she had been home all morning, and had neither seen, nor heard from XXXX. A few minutes later she texted me for more information regarding the delivery [ see pg. 159 ]. I went back to rehearsal for the next few hours. At XXXX pacific time, I both attempted to file an online claim with XXXX [ see pg. XXXX ] and contact them through their Customer Service Support telephone system as well [ see pg. XXXX ]. The rep said he would need to wait for the driver to return to the station before he could ask him any questions. He then said he would get back to me with more information and instructions later that night. The only information I received from XXXX, was an email, telling me that a person from my local package center will contact me within the hour. That I also needed to contact the merchant, and that they would need to do an investigation if the driver was unable to provide the necessary information [ see pg. XXXX ]. He never did. \n\nOn the early morning of XX/XX/XXXX ( eastern time ), my wife, received an alert from XXXX, asking if she had just attempted to purchase something from XXXX for {$290.00} USD [ see pg. XXXX ) ]? She texted back, no, so the purchase was declined. Based on both of our credit card woes, XXXX suggested we call the police and file a report. So, she called the police, and requested they come over. At this point I am REALLY freaked out. So much so, I purchased a very expensive, year-long policy with XXXX, and started the tedious job of locking down every bit of personal information I could. Later, that night, the Police Officers arrived at our apartment to interview the both of us. Quick reminder, Im on the west coast working, so with my wife holding me up in XXXX, I told the police everything I knew [ see pg.173-174 ]. She gave her info as well. We left it there, believing we had done everything we could do to report this to the appropriate authorities. \n\nLater that day, I again received an email from an unsolicited vendor [ see pg. 112 ]. This time though, I called the number listed in the signature key [ see pg. 173 ], and to my surprise, an actual person picked up. His name is XXXX XXXX XXXX XXXX XXXX XXXX and he is VP of Sales of the company. He was a little confused by my call, but I quickly told him who I was, and that my information had been stolen. I asked him if he had any other information, but he didnt seem to have much more than the emails provided in this packet. I got off the phone amazed and confused by the scope of this theft. Just to add a quick addendum to this part of the review I gave him a call this last week ( XX/XX/XXXX ), and he forwarded me the information he and his CTO pulled up from their servers, whatever data pertaining to the attempted impersonation, see the continued email chain herewith [ see pg. 174 ]. \n\nFast forward to XXXX. The stolen money had been returned to my account, and everything seemed like it was back to normal. However, on XX/XX/XXXX, I noticed the {$2200.00} charge had been placed back on my account. Extremely angry & confused by what I was seeing, I immediately called C.O. to find out was going on. After spending hours/days on the phone with C.O., XXXX & XXXX, this is what I found out ... \n\n1 ) C.O. essentially abdicates all investigative responsibility to the merchants & delivery services. What does that mean for consumers? It means, if either the merchant, or the delivery service doesnt do their due diligence in investigating the theft, C.O. wont try to find the truth on their own. So, because the thief shipped the XXXX bag to MY address, using MY information, and intercepted the XXXX Driver using MY last name to sign ( even though I am on the west coast & Ive never used my last name as a signature ), C.O. wont help. With thieves becoming more and more clever every day, and information becoming more and more accessible every year, C.O. has made its customers more vulnerable to being taken advantage of by criminals, and they refuse to acknowledge it. \n\n2 ) Just take a moment and appreciate the that XXXX alerted my wife to a {$290.00} charge from XXXX, and C.O. let a {$2200.00} charge from XXXX  go undetected .... is that what C.O. calls excellent security? I dont. I have statements available for the entirety of last year, take a look at them and tell me that a charge of that amount, shouldnt have set off alarm bells ... [ see pg. 179-220 ]. \n\n3 ) XXXX has awful customer service. After I was told they would reach out to the driver, after I was told they would have investigators come to our address for interviews, after I was told they would call me for more information, they did nothing. The extent of the investigation they undertook rendered the result, the package had been signed for & delivered. Thats it. They never called me for more information, never asked for the police report, never had the driver come back to speak with my wife, never checked past signatures against the one made, never asked the driver what the person looked like, whether it was a man or a woman, short or tall. They did NOTHING, and they refuse to reopen the case. XXXX is basing their decision off that report, and C.O. is basing their decision on XXXX. Nobody is taking responsibility, and I am being made to pay for everyones mistakes ( pun unfortunately intended ). Can you see the flaw in this system? I can. \n\n4 ) Once you trigger the refund process through C.O., XXXX has policies in place that, in effect, wash their hands of you. XXXX  has been helpful, but even they have policies in place that XXXX customers over in instances of credit theft. If you trigger the refund process through C.O., XXXX will NOT allow you to open an official investigation into the theft. So, by doing what C.O. asks customers to do, report the fraud and lock the card, we essentially shoot ourselves in the foot by giving full control to C.O. to find the truth. Unless your systems change, I dont believe C.O. deserves our trust. \n\nI just want to be clear. Ive been a loyal customer to CAPITAL ONE for 8 years. This very card, the one that was fraudulently charged, is the very first credit card I applied for ( first of two C.O. credit cards ). My wife and I have our savings account with them too. We have been faithful in our payments. Reported crime immediately once found. Weve always used security measures to protect our personal & financial information, and yet, despite all of that, C.O. has treated me with a great lack of empathy & very little respect. I just want to be clear. Ive now spent hours on the phone with CAPITAL ONE, XXXX XXXX & XXXX. Ive now worked hours gathering information to prove my wife and Is innocence. Ive spent large amounts of money to protect our identity from future theft. Ive wasted SO MUCH TIME working on this when I should have been working on the amazing career opportunity that earned. It has truly been a terrible experience for us. We put our trust in CAPITAL ONE, our credit issuer and our savings bank, and they failed us. Please make them make this right. Have them refund the amount stolen and fix their policies & procedures. Their customers depend on them to do right by them. \n\nI swear that this account is written to the best of my knowledge. I send it, with the utmost sincerity & truth. I hope that they will not only do right by me, but also do right by ALL their customers. They need to take a hard look at their standards & practices. They need serious reexamination.","date_sent_to_company":"2019-12-01T09:17:55.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"94102","tags":null,"has_narrative":true,"complaint_id":"3454989","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-12-01T08:47:33.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Around the same time ( XXXX pacific time ), I received an email from XXXX welcoming me to my MyXXXX-<em>Account</em> [ see pg. 20 ]. Again, I was scared by <em>someone</em> doing things in my name, and immediately I went to XXXX website to reset the password in order to <em>access</em> the <em>account</em> [ see pg. 21 ].  Minutes later, I contacted my wife to make sure she would be working from home the next day."]},"sort":[7.0760727,"3454989"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":12,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":12}]}},"product":{"doc_count":12,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":4}]}},{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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