{"took":706,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6956979","_score":21.47444,"_source":{"product":"Checking or savings account","complaint_what_happened":"This complaint relates to a simple error committed by a merchant on XX/XX/XXXX in the amount of {$100.00}. On XX/XX/XXXX I entered an agreement with XXXX XXXX, and XXXX XXXX as their debt collector. The agreement contained a preauthorized electronic fund transfer agreement, and allowed for varying amounts. On the XXXX of each month XXXX was allowed to debit from my account {$21.00}, on the XXXX of each XXXX {$53.00} ( plus the normal monthly amount ), and a {$25.00} for NSF fees. The agreement, EFTA, and XXXX  XXXX contain no authorization for XXXX to debit any amount, whether varying or otherwise, or in anyway relating to a failure to cancel any contract, on any date other than the XXXX of any particular month. Here, XXXX debited the monthly due, the yearly due, and the NSF fee ( a varying payment of {$100.00} ) on XX/XX/XXXX, rather than on XX/XX/XXXX ; constituting clear and convincing error. On XX/XX/XXXX I contacted Key Bank to dispute the transaction on the above grounds. Key immediately provisionally credited the amount in error, and began investigating. On or about XX/XX/XXXX Key finished its investigation, and planned to reverse the credit on XX/XX/XXXX, finding no error because, \" Cancellation of services was not completed prior to the billing of the disputed transaction. '' However, Key did not properly notify me of the results of its investigation and the date it had scheduled to debit the provisional credit ; I had not received the letter until XX/XX/XXXX. On XX/XX/XXXX I called Key because the debit had seemed suspicious as it was not clearly labeled as a reversal. I requested an explanation of Key 's instigation and supporting documents. On XX/XX/XXXX, after having reviewed the explanation and the supporting documents I called Key to reassert the error ; this call lead to a showing of Key 's severe and systemic violation of the EFTA. After much back and forth the first employee ( XXXX ) informed me that there was a {$100.00} debit on XX/XX/XXXX ( the disputed transaction ) AND XX/XX/XXXX ( this debit did not appear on my periodic statement ). The XX/XX/XXXX debit was clearly what actually should have happened, a Preauthorized EFT in accordance with the agreement and EFTA ; rather than the XX/XX/XXXX which was clearly a merchant simply wanting to debit my account in a manner not agreed to in writing. XXXX had clearly realized this information was SUPPOSED to be hidden from me and claimed to have continuously keep \" Checking This ''. After further back and forth I asked to speak to a manager. The Manager claimed the XX/XX/XXXX payment was in fact a Preauthorized EFT, and admitted there was a debit on XX/XX/XXXX and claimed it should be on my periodic statement ; I informed her I had taken a screenshot of my account and the debit most certainly was not on the statement. I quoted to 15 USC 1693f ( e ) ( 2 ) and asked her if Key Bank gives the benefit of the doubt to consumers or to merchants, and she stated merchants. Flabbergasted, I quoted numerous other portions of the contract, EFTA, Reg E, and the documents Key provided and utilized in its initial investigation. After nearly a 2 hour phone call the manager finally agreed that the transaction constituted an error, and that she would REQUEST that the investigation be reopen. After the manager found that an error occurred, Key was clearly required to credit my account the amount in error within 1 day ; rather, a letter was sent to me stating Key \" received a request ... to reopen a previously denied claim ''. Now, 25 days after Key Bank found an error had in fact occurred, Key has yet to correct my account, whether provisionally or otherwise, or inform me that it has actually reopened and STARTED an investigation after my reassertion of error following review of the documents Key used to rely on to determine an error had not occurred. Key Bank 's violations of the EFTA/Reg E are clearly, at a minimum : failure to make an EFTA in a timely manner 15 USC 1693h ( a ) ( 1 ) ; failure to correct the error within one day after it determined an error occurred 15 USC 1693f ( b ) ; failure to provisionally recredit my account, make a good faith investigation, and did not have a reasonable basis for believing my account was not in error 15 USC 1693f ( e ) ( 1 ) ; knowingly and willfully concluding that my account was not in error when such conclusion could not reasonably have been drawn from the evidence available 15 USC 1693f ( e ) ( 2 ) ; an incorrect EFT from my account 15 USC 1693f ( f ) ( 2 ) ; the omission from a periodic statement of an EFT 15 USC 1693f ( f ) ( 3 ) ; my request for additional information 15 USC 1693f ( f ) ( 6 ) ; violations of Reg E 15 USC 1693f ( f ) ( 7 ) ; debiting a Preauthorized EFT on a different date than the one agreed to 12 CFR 1005.11 ( a ) ( vi ) ; failure to promptly investigate whether an error occurred, and complete its investigation in ten days due to its decision not to provisionally recredit my account 12 CFR 1005.11 ( c ) ; failure to notify me of the date the provisional credit would be debited prior to debiting it 12 CFR 1005.11 ( d ) ( 2 ). These violations may relate to its initial investigation or its ( non ) investigation following my reassertion after review of the documents used to rely on 12 CFR 1005.11 ( e ). The manager made clear that these violations are rooted in Key Bank policy and are standard practice at the institution.","date_sent_to_company":"2023-05-10T05:48:23.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"843XX","tags":null,"has_narrative":true,"complaint_id":"6956979","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2023-05-10T04:26:43.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["On or about XX/XX/XXXX Key finished its <em>investigation</em>, and planned to reverse the <em>credit</em> on XX/XX/XXXX, finding no error because, \" Cancellation of services was not completed prior to the billing of the disputed transaction. '' However, Key did not properly notify me of the results of its <em>investigation</em> and the date it had <em>scheduled</em> to <em>debit</em> the <em>provisional</em> <em>credit</em> ; I had not received the <em>letter</em> <em>until</em> XX/XX/XXXX."],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[21.47444,"6956979"]},{"_index":"complaint-public-v1","_id":"10812926","_score":20.755825,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I was notified by text message from Truist Bank Fraud Department that an unauthorized transaction had just hit my checking account through my debit card for {$1600.00}. I immediately called them at XXXX XXXX  when this happened and told them it was not authorized by me. On XXXXXX/XX/year> I received a letter from Truist notifying me that they were providing me with {$1600.00} provisional credit until an investigation was completed. It also requested me to provide documentation to prove that I did not authorize the purchase. I contacted the vendor in question, XXXX, and told them someone had accessed my debit card and my XXXX account and purchased a XXXX XXXX ticket in XXXX for {$1600.00}. The thief was able to print the ticket from my XXXX account, to an email address different from my email that is registered with XXXX. I live in XXXX, am XXXX XXXX XXXX and don't know XXXX XXXX XXXX song. \nI emailed documentation from XXXX to Truist on XX/XX/year>. On XX/XX/year> I got another letter from Truist stating that after review of the transaction, they determined the ticket purchase was authorized by me for my benefit. They subsequently debited my checking account for {$1600.00} on XX/XX/year>, leaving me with a {$0.00} balance. All my scheduled bill payments have been \" bouncing '' since that date. On XX/XX/year> I called and emailed Truist requesting that they revisit my claim and return the money, which is half of my monthly income. I also called XXXX and requested more documentation indicating that the ticket purchase was fraud. XXXX immediately emailed me a letter stating they too found the transaction fraudulent. I emailed the XXXX letter to Truist on XX/XX/year>. I have called Truist on 5 days since XXXX to request an update. In each instance I have been on the phone for 30+ minutes. They claim to have not received my documentation, can't read it, the phantom \" investigators '' are in the \" back office '' and can not be contacted.There is no way to escalate this or speak with anyone who can provide me with information on how they determined I authorized this theft. I have been banking with Truist ( or predecessor banks ) for 37 years and do not participate in criminal activity. Please help me in resolving this matter so I can pay my bills on time and not have this matter affect my credit report. Thank you.","date_sent_to_company":"2024-11-15T18:07:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"19128","tags":"Older American","has_narrative":true,"complaint_id":"10812926","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-11-15T17:32:16.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XX/XX/year> I was notified by text message from Truist Bank Fraud Department that an unauthorized transaction had just hit my checking account through my <em>debit</em> card for {$1600.00}. I immediately called them at XXXX XXXX  when this happened and told them it was not authorized by me. On XXXXXX/XX/year> I received a <em>letter</em> from Truist notifying me that they were providing me with {$1600.00} <em>provisional</em> <em>credit</em> <em>until</em> an <em>investigation</em> was completed."]},"sort":[20.755825,"10812926"]},{"_index":"complaint-public-v1","_id":"7514131","_score":18.47537,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I received a fraud alert text message from Truist that there was suspicious activity on my account and to reply to confirm the charge. I did not reply to it and did not authorize the charge. When I looked at my bank portal online, there were two unauthorized Pending charges XXXX XXXX  {$180.00} and XXXX {$610.00}. I immediately called the bank to cancel my card and stop the transactions, but was told that there was nothing they could do about the charges until they were \" hard posted '' even though the funds had already been removed from my account under the \" Pending '' status. I asked that they cancel my card, and was told they would, but that I had to follow-up on the charges once they were posted to my account. I checked my account again on XX/XX/XXXX and there was another fraudulent charge on the same account from the XXXX XXXX for {$92.00}. I called the customer service number to let them know there was ANOTHER unauthorized charge to my account AFTER they said they froze the debit card associated with the account. That same day, I went to my local Truist branch and filed a claim ( XXXX ) for the two posted transactions and made sure my card was cancelled. On XX/XX/XXXX, the third and final transaction posted to my account and I went to my local branch to add the XXXX transaction to the claim. On XX/XX/XXXX, they deposited a \" provisional '' refund for the XXXX transaction of {$180.00}, and another provisional refund for the XXXX XXXX {$92.00} on XX/XX/XXXX. I called customer service on XX/XX/XXXX to ask why they had provided those two credits and not for the {$610.00} and was told that Truist had made a final decision to NOT refund that money and that I should visit my local branch. I went to my local branch on XX/XX/XXXX and was told that it was a final decision without sharing the details of the determination. I requested a meeting with the branch manager, who has yet to follow up to schedule. I received a letter from Truist stating that they decided not to refund the {$610.00} charge and that the other two charges were \" provisional '' but I could formally request all documentation associated with the claim number. I called the number on the letter provided, and requested all documentation regarding my case, and have yet to receive anything. I asked for the name of the person investigating the claim and was told that was confidential. At no time did I ever authorize these transactions and reported them as fraud the same day. Truist could have declined the transactions from posting once I reported them as fraud, but their policy is to remove the fraudulent funds from your account and then deny your claim without reason or accountability. Truist 's negligence also caused additional fraudulent charges to be taken from my account AFTER they assured me the card was frozen.","date_sent_to_company":"2023-09-07T13:10:16.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"284XX","tags":null,"has_narrative":true,"complaint_id":"7514131","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-09-07T12:44:46.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I requested a meeting with the branch manager, who has yet to follow up to <em>schedule</em>. I received a <em>letter</em> from Truist stating that they decided not to refund the {$610.00} charge and that the other two charges were \" <em>provisional</em> '' but I could formally request all documentation associated with the claim number. I called the number on the <em>letter</em> provided, and requested all documentation regarding my case, and have yet to receive anything."]},"sort":[18.47537,"7514131"]},{"_index":"complaint-public-v1","_id":"18329005","_score":18.413607,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against M & T Bank for failure to comply with Regulation E ( 12 CFR 1005 ) in connection with denied fraud claim # XXXX involving unauthorized debit card transactions. \n\nM & T Bank denied my claim by asserting that the transactions were authorized, despite the following undisputed facts : I retained physical possession of my debit card at all times. \nI did not authorize these transactions, nor did I authorize any individual, device, or digital wallet to use my card or account credentials. \nM & T Bank represented that the transactions involved token usage, yet the transactions occurred at physical brick-and-mortar retail locations, not online. \nThe transactions occurred at multiple locations in different regions, which is inconsistent with cardholder presence or authorization. \nI was provided with exact timestamps of the transactions by an M & T representative ( written below in the photo provided ), and I was working during those times. I can provide documentary proof of my work schedule and presence if requested. I did not provision my debit card to any device other than my own, and I did not authorize tokenized or digital wallet use. M & T Bank appears to have relied on system or network authorization ( token validation ) rather than determining whether I, the consumer, authorized the electronic fund transfers, which does not satisfy Regulation XXXX requirements. In addition to the improper substantive determination, M & T Banks handling of this claim involved significant procedural and access barriers : The denial letter is dated XX/XX/year> and was mailed from XXXX, New York, while I reside in XXXX, New York. I did not receive the letter until XX/XX/year>, after business hours. During the period between issuance and receipt of the letter, I attempted to obtain information but was unable to speak with anyone from the investigations department, and customer service representatives stated they could not provide details because it was not their department. \nI was also unable to resolve the issue in a branch or obtain investigation details, and was informed that any supporting information could only be provided by mail. At which point the provisional credit funds would already be revoked, causing me serious financial harm. There is no access to submit formal complaint letters. M & T has no email for customer support nor does it offer secure online messaging on my portal account. Additionally, M & T Bank relied heavily on financial and technical jargon ( including terms such as token usage, authorized, and properly processed ) without providing clear, plain-language explanations of how these terms established consumer authorization. This created a further barrier to my understanding. The use of unexplained technical terminology in place of clear disclosures contributed to confusion and undermined my ability to exercise my rights under Regulation E. I additionally have a recording of my phone call should that be necessary to submit for further review.","date_sent_to_company":"2025-12-28T17:25:57.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"109XX","tags":null,"has_narrative":true,"complaint_id":"18329005","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2025-12-28T17:06:28.000Z","state":"NY","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":["At which point the <em>provisional</em> <em>credit</em> funds would already be revoked, causing me serious financial harm. There is no access to submit formal complaint letters. M & T has no email for customer support nor does it offer secure online messaging on my portal account."],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[18.413607,"18329005"]},{"_index":"complaint-public-v1","_id":"6120530","_score":18.235672,"_source":{"product":"Checking or savings account","complaint_what_happened":"1. I have been client of Citibank since XXXX ( bank account and platinum Select MC credit card ). I have never had a problem as a client of Citibank or any other financial institution before. I always pay my credit card statements in full. \n2. On XX/XX/XXXX, around XXXX XXXX I made 3 different cash deposits at the drive-trough Citibank ATM XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX FL ( ATM ID XXXX ). Something that I regularly do and have been doing over these 18 past years. In general, I always use that same ATM. Thats because I usually go to XXXX XXXX once a year on holidays, and thats something I do after I pick up my car rental in XXXX or XXXX XXXXXXXX XXXX \n3. The problem started when I inserted the amount of USD XXXX ( in XXXX denominated bills ). \n4. The ATM made the typical noise when it counts the money after being inserted. However, suddenly the noise stopped abruptly and the screen went black. After a few seconds an unusually small receipt ( copy of which I attached hetero marked as exhibit I ) was printed by the ATM : Im sorry. Because of technical problems, I cant return your cash right now. Please take this record for assistance. \n5. I contacted Citibank customer service right away through a phone using the number specified in the ATM receipt. \n6. After I explained the situation, the account representative told me that sometimes these things happen. And she said my account would be immediately credited in the same amount that had disappear inside the Citibank ATM ( USD XXXX ). She mentioned it was a provisional credit, and said that before 45 days the issue would be solved. I was really concerned and worried, but she said I didnt have to be, because someone would look into the matter as soon as possible. She reinforced the idea that technical problems happen every now and then. \n7. I was feeling very anxious and distressed but could not get any human face to face help from Citibank because it was XXXX XXXX and all Citibank branches were closed that day. \n8. The following day ( XX/XX/XXXX ), I logged into my account and found a letter for Citibank mentioning that in connection with my inquiry a provisional credit had been made and that an investigation was being carried out. The letter was very formal and did not specify any further details ( copy of said letter is attached Herero as exhibit II ). \n9. Despite my disappointment, I decided to trust Citibank. I asked myself what could possibly go wrong? After all, I had been a valuable customer for 18 years, something that I hear and read every time Citibank contacts me for whatever reason. \n10. Therefore, I used my credit and debit cards as I have always done, counting on the balance displayed by the city app and the webpage and relying on the way Citibank had always made me feel until that day : a valuable and trusted customer. I went shopping and paid for my daily life while vacationing in Florida. \n11. However, on XX/XX/XXXX, I logged onto my account and found a new letter ( attached hereto as exhibit III ) stating that the institution had finished the research and that the provisional credit was given in excess of USD XXXX. And that such amount would be deducted from the account on that same day ( XX/XX/XXXX ). I felt Citibank was accusing me of trying to steal XXXX from them. On that date, XX/XX/XXXX, and pursuant the Citibank webpage, the debit in the amount of XXXX was still pending. \n12. Finding myself back in XXXX, I immediately contacted Citibank customer service again, and made a new claim regarding this issue. I wanted to open a dispute on that final investigation. The new case was registered under the # XXXX ( see letter attached as exhibit IV hereto ).\n\n13. I spent over an hour on the phone with the Citibank representative. Since I felt he could not reply basics questions about the initial claim, I demanded him that the conversation be recorded right away. I specifically requested that Citibank keep the debit in the pending status. I needed to buy something for my business and I was counting on having the money the ATM had swollen in XXXX. I mentioned several times that I needed the money in the account because an autopayment of my Citibank MC was scheduled for XX/XX/XXXX, and if they went through with the disputed debit of the USD XXXX, I would default on the credit card payment ( something that I had never done in my life. Not with Citibank or with any other financial institution in the world ). The representative reassured me 2 times during the call that no debits would be posted. Before hanging up, I informed the Citibank representative that I requested to see the ATM surveillance camera for that ATM for that day, XX/XX/XXXX. I also informed him of my intention to initiate legal actions for all the damages Citibank had caused and was still causing me. \n14. Since I was feeling mistreated, after I finished the phone call with Citibank, I decided to log again onto the account and take a picture of the pending status my account showed ( screenshot attached hereto as exhibit V ). I was feeling I was being the victim of a fraud performed by the same financial institution I had been trusting my savings and which had been charging me fees for keeping my account and credit card for 18 years. \n15. Im glad I did that, because on the following day, I logged again onto my account just to find out that Citibank had not honored its word to keep the disputed amount as a pending debit or a provisional credit. The debit appeared as now Posted ( the screenshot is attached hereto as Exhibit VI ), and the amount was effectively deducted. \n16. After Citibank failed to honor its word of keeping the debit as pending or as a credit, I dont feel I can trust Citibank anymore or expect a different outcome regarding the new dispute. Also please note that in the last letter I received from Citibank, it simply states that the institution will contact me as soon as the review of my account is completed. But it does not establish a certain date. Nobody knows when that will happen, but in the meantime Citibank took my money and I cant dispose of it after I have deposited the amount 50 days ago. I really need my money.","date_sent_to_company":"2022-10-25T01:04:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"02130","tags":null,"has_narrative":true,"complaint_id":"6120530","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-10-25T00:46:19.000Z","state":"MA","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":["The following day ( XX/XX/XXXX ), I logged into my account and found a <em>letter</em> for Citibank mentioning that in connection with my inquiry a <em>provisional</em> <em>credit</em> had been made and that an <em>investigation</em> was being carried out. The <em>letter</em> was very formal and did not specify any further details ( copy of said <em>letter</em> is attached Herero as exhibit II ). \n9. Despite my disappointment, I decided to trust Citibank. I asked myself what could possibly go wrong?"],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[18.235672,"6120530"]},{"_index":"complaint-public-v1","_id":"11937895","_score":14.90406,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing into your office to request your help on an ongoing problem that I can't resolve. Back on XX/XX/XXXX I purchased a portable heater ac unit from XXXX XXXX. This order was posted to my bank account on XX/XX/XXXX. The original delivery date was scheduled for XX/XX/XXXX. I was many of the lucky ones that XXXX would constantly delay the deliveries for days on end. XXXX even had a news story regarding delivery delays due to the large amount of complaints. XXXX claimed they delivered this heater XXXX on XX/XX/XXXX. After checking around my place and also reviewing my security camera footage, this package was never delivered to my place. XXXX also claims that I signed for it under XXXX. My security camera footage shows where the XXXX  driver delivered XXXX boxes, ( XXXX boxes of house plants, and XXXX box of chocolates. ) There was never any footage of the driver having anyone to sign for these boxes. \n\nI was told by XXXX XXXX to file a missing package claim with FedEx and within XXXX I would receive a full refund. XXXX came and went without any refund or merchandise. I also received an email from XXXX, that XXXX XXXX would need to get involved on their end. Nothing was done from either side. \n\nI then went to my bank to file a dispute on this charge. This is where these problems got worse. Instead of protecting their bank customers, they allowed fraud to continue. I was never notified from my bank 5/3rd except for XXXX letter stating that they were investigating my dispute and I was allowed to use the provision credit to make purchases or payments. Since I wasn't able to get in contact with their disputes department over the phone and there is no way to file the dispute claim online. I had to go down to the XXXX XXXX  and spoke with personal banker XXXX XXXX to file the dispute for me. This was on XX/XX/XXXX. I brought in all my proof proving my dispute claim. I never heard what was said during the dispute filing or what was put down on the dispute. I couldn't understand why XXXX was acting strangely on how the dispute was being filed. The call was where I wasn't allowed to hear anything being said, but only she could, along with facing away from me to talk very low and mumbling into the phone. This reminded me of someone wanting to hide what they were doing. \nLater on, that night I needed to use my debit card to get gas. I couldn't understand why my card kept coming back declined, when I had the funds in my account. The next day I received an email from 5/3rd bank and I found out that a new debit card was ordered for me. This was a surprise to me, because filing a dispute for an item that you never received wouldn't warrant a new debit to be ordered. This was very embarrassing and very inconvenient to not be told anything and having your card to be declined. \n\nTo protect the banking customer, I feel that the customer should be able to see how the dispute was filed in writing to make sure it was filed correctly. I was never given a dispute number so I never had XXXX under I received my first letter dated XX/XX/XXXX. The original dispute case # XXXX. In this letter it never stated how the dispute was filed so to my mistake of believing my bank was protecting me, I assumed the dispute was filed correctly. \n\nOn XX/XX/XXXX was when my account became overdrawn due to the reversal of the dispute provisional credit. On the transaction history it showed it posted to my account on XX/XX/XXXX. I was never given any warning over this action that was taken unfairly against me. According to the beginning account balance email I received the day of XX/XX/XXXX showed that I never had a negative balance, this only showed a negative balance on XXXX  XX/XX/XXXX. This letter stating that the funds were reversed would not arrive to me until XXXX  XX/XX/XXXX around XXXX PM. I received several documents from 5/3rd bank this same day. My Mom also received a document from her account the same day as mine. This seemed to me like this mail only from 5/3rd was being held up for some time. All our other mail was always being delivered every day and not being held back. \n\nDue to the winter weather we were receiving I wasn't sure if the bank would be opened on Monday XX/XX/XXXX, so I waited until the next day, Tues XX/XX/XXXX to call the disputes department. I talked to XXXX at XXXX XXXX, to find out why the provisional credit was reversed. I was never given any explanation as to why. The only thing he said was I needed to file a dispute regarding this charge. This confused me since I already had filed a dispute on this. At first XXXX \" tried '' to pull up my account using my ss number, then claimed he couldn't find an account under that number or either my account number I provided to him. After I stated that it didn't make any sense as to why he couldn't find my account, when I was reading the account number right from my account. XXXX then miraculously could pull up my account. \n\nXXXX wanted to know the order date and the delivery date, when I told him it was on XX/XX/XXXX and the delivery date was supposed to be on XX/XX/XXXX. XXXX then wanted to get in an argument with me about the dates I provided him. He claimed it was not possible, since the amount posted to my account on XX/XX/XXXX. I explained that I was reading them off of the order invoice, that also had the tracking info to it. This was really upsetting to me with how 5/3rd was treating me regarding this whole dispute. After XXXX put in the dates he wanted instead of what I said, the dispute was then filed again. The new case # XXXX, which I haven't received any information regarding. \n\nOn XX/XX/XXXX I went to the XXXX XXXX Ohio XXXX XXXX and talked to XXXX XXXX a personal banker. She suggested that I try to contact XXXX XXXX again to try to get my money returned, to see if this problem could get resolved faster. I opened a live chat with XXXX XXXX, where I could have my conversation in writing for proof. After chatting with them later that night I was told I had to go back to my bank to file a dispute. \n\nOn XX/XX/XXXX I went to the XXXX XXXX location and talked to XXXX, a personal banker. XXXX called the disputes department with me, unlike from the XXXX location, the phone call was put on speaker, where I was able to hear what was being said. XXXX was talking clearly and not mumbling into the phone. He also didn't keep his back on me. When the disputes department was questioned why my account was still not credited back, along with why the provisional credit was reversed, they didn't want to give any answers as to why. The disputes department stated on the second dispute filing the provisional credit would be given in XXXX business days from when it was filed. \n\nAs of XX/XX/XXXX no credit was given as stated and my account has still never been corrected. Per the suggestion of XXXX, he wanted me to email the disputes team with some of the proof I had, along with wanting to know why nothing is being done to resolve this matter. I sent over an email on XX/XX/XXXX at XXXX AM. I haven't received any response regarding this dispute in any way. \n\nOn Friday XX/XX/XXXX I was contacted by XXXX as a follow-up to see if the disputes department contacted me regarding resolving this matter. He was very confused as to why I wasn't receiving any answers. I didn't know about the letter I would then receive regarding the first dispute until I got home later on in the evening ( as explained above ). \n\nOn XX/XX/XXXX I received a call from XXXX, a personal banker from the XXXX XXXX location. He was following up to see if the disputes team ever reached out to me yet, since he could see after checking my account that the problem was still never resolved. XXXX then suggested for me to reach out to the disputes department again to get a status update on my dispute case. I was unable to have their department answer the phone. \n\nI still am unable to pay my bills due to 5/3rd 's negligence and unfair business practices. To cover my bills that still was trying to get through my bank account, the unfair overdraft fees, along with the unfair reversal of the provisional credit, it would take close to XXXX XXXX dollars, this I don't have at the snap of the fingers notice. I feel that 5/3rd bank should have to stand behind paying for these charges and all charges that are associated regarding this unfair treatment. \n\nI am really hoping you can help me resolve this problem, and where I am able to receive my refunds back.","date_sent_to_company":"2025-01-22T07:43:50.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"45103","tags":null,"has_narrative":true,"complaint_id":"11937895","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-01-22T05:38:11.000Z","state":"OH","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When the disputes department was questioned why my account was still not <em>credited</em> back, along with why the <em>provisional</em> <em>credit</em> was reversed, they didn't want to give any answers as to why. The disputes department stated on the second dispute filing the <em>provisional</em> <em>credit</em> would be given in XXXX business days from when it was filed. \n\nAs of XX/XX/XXXX no <em>credit</em> was given as stated and my account has still never been corrected."],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[14.90406,"11937895"]},{"_index":"complaint-public-v1","_id":"3277402","_score":13.34399,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I want to begin by saying i am making this complaint because of the handling of my 2 other complaints about Card Corporation ( Card.com ) finding no errors after investigations. \n1.Complaint filed XX/XX/XXXX : XXXX Closed company reaccredited my account after reinvestigating they found errors 2.Complaint filed XX/XX/XXXX : XXXX Pending I am filing this complaint because I'm not sure if just filing complaints about companies not reimbursing consumers for unauthorized charges will cause the CFPB to look at the violations against EFTA and Regulation E directly. \nI am asking the CFPB to look at Card.com for violations of Regulation E : Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ). \nThe first dispute filed XX/XX/XXXX complaint filed XX/XX/XXXX relates to the below regulations. \n\nLiability of Consumers for Unauthorized Transfers 12 CFR 1005.6, ( 71 Fed. Reg. 1638, 1653 ( Jan. 10, 2006 ) )., ( Comment 1005.6 ( b ) -3 ) *A consumer may be liable for an unauthorized EFT ( defined in 12 CFR 1005.2 ( m ) ) depending on when the consumer notifies the financial institution and whether an access device was used to conduct the transaction *The extent of the consumers liability is determined solely by the consumers promptness in notifying the financial institution The second dispute filed XX/XX/XXXX complaint filed XX/XX/XXXX relates to below regulations. \nPreauthorized Transfers 12 CFR 1005.10 ( 12 CFR 1005.10 ( b ), ( Comment 1005.10 ( b ) -2 ). \n*Preauthorized transfers from a consumers account may only be authorized by the consumer in writing and signed or similarly authenticated by the consumer ( 12 CFR 1005.10 ( b ) ). Signed, written authorizations may be provided electronically, subject to the E-Sign Act ( Comment 1005.10 ( b ) -5 ).  In all cases, the party that obtains the authorization from the consumer must provide a copy to the consumer. If a third party payee fails to obtain an authorization in writing or fails to provide a copy to the consumer, the third party payee and not the financial institution has violated Regulation E (  Comment 1005.10 ( b ) -2 ). \n\n*If a preauthorized transfer from a consumers account varies in amount from the previous transfer under the same authorization or the preauthorized amount, either the financial institution or the designated payee must send to the consumer a written notice, at least 10 days before the scheduled transfer date, of the amount and scheduled date of the transfer ( 12 CFR 1005.10 ( d ) ( 1 ) ). The consumer may elect to receive notice only when the amount varies by more than an agreed amount or falls outside a specified range ( 12 CFR 1005.10 ( d ) ( 2 ) ). The range must be an acceptable range that the consumer could reasonably anticipate ( Comment 1005.10 ( d ) ( 2 ) -1 ). The financial institution does not violate Regulation E if the payee fails to provide sufficient notice ( Comment 1005.10 ( d ) -1 ). \n\n\n\n\n\nBoth disputes and complaints relates to the below regulation Procedures for Resolving Errors 12 CFR 1005.11 ( a ) ( 1 ) ( vii ), ( d ) ( 1 & 2 ), ( e ) *If the financial institution determines that no error occurred or that an error occurred in a different manner or amount from that described by the consumer, the financial institution must mail or deliver a written explanation of its findings within three business days after concluding its investigation. The explanation must include a notice of the consumers rights to request the documents upon which the financial institution relied in making its determination ( 12 CFR 1005.11 ( d ) ). \n*Upon debiting a provisionally credited amount, the financial institution must notify the consumer of the date and amount of the debit and of the fact that the financial institution will honor ( without charge ) checks, drafts, or similar paper instruments payable to third parties and preauthorized debits for five business days after transmittal of the notice. The financial institution need honor only items that it would have paid if the provisionally credited funds had not been debited. Upon request from the consumer, the financial institution must promptly mail or deliver to the consumer copies of documents upon which it relied in making its determination ( 12 CFR 1005.11 ( d ) ( 2 ) ) *If a financial institution has fully complied with the investigation requirements, it generally does not need to reinvestigate if a consumer later reasserts the same error. However, it must investigate a claim of error asserted by a consumer following receipt of information provided pursuant to 12 CFR 1005.11 ( a ) ( 1 ) ( vii ) ( 12 CFR 1005.11 ( e ) ). \n\n\n\n\n\n\nMy first complaint filed XX/XX/XXXX was made when after the investigation of dispute file XX/XX/XXXX for unauthorized EFT ( defined in 12 CFR 1005.2 ( m ) ) was concluded and Card.com determined no error were made and debited my account {$310.00} dollars. \nI did not receive a written explanation of its findings within three business days after concluding its investigation. I have not received a written explanation to date XX/XX/XXXX When I called Card.com on XX/XX/XXXX the next business day after my account was debited I made the request twice to an employee and supervisor fot copies of documents upon which it relied in making its determination ( 12 CFR 1005.11 ( d ) ( 2 ) ) I have never received any copies or documentation to date 6/27/18 After I sent  Card.com excerpts of the EFTA defining unauthorized EFT and that the proper notice was provided and the fact the Card.com fraud department was the one that originally notified me and then i still notified Card.com verbally and in writing with time consternates of a stolen access device when my access device was not stolen and I wasnt subject to the time constraints I requested verbally and in written request to reinvestigate a claim of error following receipt of information provided pursuant to 12 CFR 1005.11 ( a ) ( 1 ) ( vii ) ( 12 CFR 1005.11 ( e ) ). Card.com refused to reinvestigate I then filed a  complaint After CFPB notified Card.com of complaint Card.com promptly reinvestigated claim and found errors they previously could not find and credited my account on XX/XX/XXXX i have received written explanation of the reversal upon finding errors. I received such documentation one on XX/XX/XXXX post marked XX/XX/XXXX date on letter XX/XX/XXXX confirming credit of {$20.00} then i received a second letter on XX/XX/XXXX post marked XX/XX/XXXX and date on letter XX/XX/XXXX confirming 6 more credits after reversal of decision. \nOn a dispute claim previously investigated and finding no errors they miraculously found 6 errors. They site through additional information i provided. I provided Card.com : 1.information from  EFTA 2.A police report that wasn't required 3.Sworn statement of fact swearing i did not authorize the charges On XX/XX/XXXX my former Electrical provider debited my account for {$620.00} with out my consent, authorization or preauthorization. I switch service to another provider on XX/XX/XXXX due to being unable to pay my bill after Card.com deducted {$310.00} for my account which was earmarked for electric bill. I could not get ahold of my provider XXXX XXXX  after charge was made. \n\nI filed a dispute with Card.com on XX/XX/XXXX for unauthorized EFT ( defined in 12 CFR 1005.2 ( m ) )  and/or not giving consent for preauthorization. I explained in order to pay my bill I have register my debt card but always used it for 1 time payment and never authorized {$620.00} at any time. I waited until XX/XX/XXXX to call Card.com on XX/XX/XXXX ( 10 business days ) I wanted to know why I havent received a credit for {$620.00} and was that investigation was concluded and no errors were found. Stated the merchant verified the charge.I have spoken with the first employee, her supervisor, a manager and emailed XXXX XXXX Operations Manager, XXXX XXXX XXXX. XXXX had a anther woman call me and leave a message. Everyone I have spoken to or left a message repeat the same information as if they are reading a script. Card.com has investigated your claim and no errors have been found and that decision is final.and a written explanation has been sent Its XX/XX/XXXX and I have not received a written explanation as required i have requested to each person and in email for copies of documents upon which it relied in making its determination ( 12 CFR 1005.11 ( d ) ( 2 ) ). \n\nI have been in contact with the merchant whom made the charge. They are claim I signed up for XXXX recurring payments. I told them your saying I set up for recurring payment during the same phone call of which i was refused help when I couldn't afford the amount due and then informed you I would need to switch service providers. Your claiming I signed for a recurring payment with a company I was no longer a customer with? I have asked for copies of XXXXXXXX XXXX signed written consent for preauthorization to debit my account. They dont have such document. But I shouldnt of had to ask for that documentation. Would that not be included in Card.com good faith investigation? \n\nI have made Card.com aware of Everything I stated in this complaint and they still refuse to follow the EFTA and Regulation E rules and regulations. I can only conclude I an not an isolated case. They have not followed the minimum requirements of the before mention regulation on separate disputes with in a 30day window. I would be willing to bet they are conducting their investigations in such a manner with every dispute. I shudder to imagine how may of their customer have not been reimbursed for charges they are rightful due under the protection of the EFTA. \n\n\nI have attached saved pages from my XXXX XXXX account the payment methode page showing the cards i ha register when making payments the XXXX page blank because i never set it up if i had set it up my information would be filled in I sent my billing history showing every payment ever made was ontime payment except the final that is recuring The final bill i saved from their site because i was never sent one. it show the payment method as XXXX and payment made on XX/XX/XXXX even thought payment wasnt due until XX/XX/XXXX i never thought my habit of not paying bills on time would be helpful but look at the billing history i sent and ask yourself is paying his bill 5 days early something my history supports? \nI was able to find out XXXX had no written consent get copies of my account documents with in 3 hours on a saturday why couldnt Card.com get it in 10 days","date_sent_to_company":"2019-06-17T13:40:37.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"75180","tags":null,"has_narrative":true,"complaint_id":"3277402","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"CARD Corporation","date_received":"2019-06-17T12:39:17.000Z","state":"TX","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["*Upon <em>debiting</em> a <em>provisionally</em> <em>credited</em> amount, the financial institution must notify the consumer of the date and amount of the <em>debit</em> and of the fact that the financial institution will honor ( without charge ) checks, drafts, or similar paper instruments payable to third parties and preauthorized <em>debits</em> for five business days after transmittal of the notice. The financial institution need honor only items that it would have paid if the <em>provisionally</em> <em>credited</em> funds had not been <em>debited</em>."],"product":["<em>Credit</em> card or prepaid card"]},"sort":[13.34399,"3277402"]},{"_index":"complaint-public-v1","_id":"6466866","_score":12.249821,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XXXX XXXX XXXX to my card was loaded with my XXXX  benefits. When I woke up on XXXX XXXX at XXXX XXXX I discovered that my purse had been stolen from my car inside my purse with my wallet inside my wallet was my debit card or a prepaid card from Bank of America for XXXX benefits.  \n\nIve I never seen that. My car has been broken into in my personal. I immediately got online and locked my XXXX  benefits card, and saw immediately that there was three transactions that I did not make. After seeing this, I immediately looked at my three other credit cards and found that there was transactions on each of those that were not made by me.\n\n I immediately got on the phone with Bank of America in notify them that my purse have been stolen from my car, and that they were transactions that were not mine that consumed almost all of my benefits that were just loaded onto the card. I explained to them that I immediately locked my card and following that I filed a police report. the phone with them to make them aware and dispute the charges.  \n\nFirst, I was told I could not displaying any charges that were pending and I would have to wait 7 to 10 business days for those charges to be posted to the account before I could dispute them despite the fact that I already had a police report, and I told them that those charges were not legitimate mine, and that I was XXXX  because I was so XXXX  in need of the funds as my card I just been loaded. \n\nI was told by Bank of America to go back in after the transaction supposed to file a formal dispute. It took five days for the transactions to post to my account, allowing me to then call back to Bank of America and spend godly hours waiting on hold to speak to their claims department. After going through the process of filing and notifying them that the fraudulent activity and filing the claim on 4 transactions (1) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX thats were loaded to the card the night before. \n\nAfter filing the claim with Bank of America, I was told that it could take up to 90 days for them to respond and that there was nothing that they could do about the phones and there was nothing that they can do to help me cancel the pending transactions so that I could take the funds in my account. They said the only thing they could do was issue me a new card so they issued me a new card. I was told at the time that they could issue a provisional credit if the investigation wasnt complete within 21 business days 21 business days is a long time to go without any funds. I supplied Bank of Americas claim department with my please report not once not twice, but three times because they kept losing it and claim they never had it even though I had proof of the fax going through.  . No money for 2 weeks but Bank of America could have prevented this. But didnt. They could have cancelled the pending transaction and I would have my money back though obviously I would not be able to use the funds until my new card came in the mail, which by the way they had to be in two business days. days for the dispute begin.   \n\nI called every other day and spoke to the claims department looking for an update on my claim Nothing two weeks went by and there was no update.  \n\nDuring my call on XXXX XXXX  with Bank of America claims department looking for an update after spending almost an hour and a half on hold. I spoke to an agent who told me your claim has been processed. You should receive your credits within the next 24 hours in my opinion, that meant all of my claims have been processed, and that I would be receiving the credit for all four transactions.  NOT TRUE. The next day there was a dispute refund to my account for $XXXX. None of the other charges No explanation know nothing.  I once again get on the phone and call Bank of America claim department and spent 47 minutes on hold and finally spoke to a supervisor who told me they mailed your letter letting you know why the other items were denied. I said OK well since you guys still use snail mail, could you please advise me on the reason and if there is an appeals. I was told that at that time the other three claims were denied because they did their investigation and determined that either I or someone  l let you use my card made those transactions.  There is no proof, no explanation no  nothing. All I had to do was take their word for it and I told him that that was absolutely unacceptable and they just approved one of the fraudulent transactions that all happened at the same time same location same vicinity why would they not approve the others, and the Lady was so rude and told me nothing. \n\nI was told I could request copies of the documentation that they use to determine their decision and that I could also file for a reevaluation. I explain to the customer service agent that I absolutely want to copies of the documentation that they use and furthermore, I wanted all of my claims to be re-looked at because they approved one but didnt approve the other three which made no sense because the transactions all happen back to back to back with each other, and it was not made by me and I was not even in the vicinity to make those transactions I confirmed that they had my please report on file as well to support my claim and to lo and behold they did not have it so I had to send it again for the fifth time, and I kept the supervisor on the phone with me until she received it and place it in my file. The supervisor made a note that it was strange that they approve one transaction, but not all of the transactions given the situation and that the police report was included. I was told it would take up to 15 business days for me to receive the documentation that they used to determine my claim and in the meantime, they would submit my claim for a reevaluation \nOn XXXX XXXX I received a piece of paper in the mail, and that was my explanation of the reason for denying, and all it was was literally a copy of my online check, register, showing the transactions that have been made in the account. No proof that a pin was used or not used for making the purchases or transactions. No video surveillance no evidence none zero but yet they had a police report that completely showed them and prove to them that my information was stolen and not only that I also explained to them that I had four other credit cards that were charged, and that I was in the process of disputing.  NO PROOF NO REAL INVESTIGATION NO NOTHING. \n\nI am mediately got back on the phone with Bank of America spoke with her claims department and let them know that I absolutely contested I want to appeal their information used because there is no way that they did an investigation if that is all of the other if they came back with, and furthermore, it literally took them three weeks to be able to come up with a copy of my check register that is ridiculous. I was told that they in fact submit for a third review of my claim and she flat out told me it being so it has already been denied the first and second time you can pretty much assume that it will be denied the third time unless you have additional information to submit to be considered I told her the only additional information I had had already been submitted five times and luckily she confirmed that it was still part of the account and part of the case and that wouldve been the police report The police report was not even listed as their evidence, and used to, or assisted in the determination of the case of the outcome of the case  \n\nI requested a provisional credit or any form of assistance while they continue their investigation their fake investigation, and I was told that once a claim is denied provisional credits are no longer an option. It doesnt matter how many times it gets reinvestigated or reluctant, and if there was nothing, they could help me do to get my $XXXX  back.   \n\nHere we are XXXX and I still have no final\nResults from Bank of America. According to them, the claim is be reevaluated as requested and a half up to 90 days to respond.   So far still nothing. The original 90 days start from the very day that you asked for it to be reopened not from the original claim. \n\nI have missed my rent payment and my utilities and my car payment that is supposed to be my means to look for work. All because bank of Americas is a scam and they have no real investigations and clearly this is an ongoing issue because just this past year a few months ago they were find XXXX XXXX per this article for the same exact allegations. I am not the only person youre doing this to add this needs to stop\n\nFinancial Protection Bureau (CFPB) fined Bank of America XXXX XXXX for botching the disbursement of state unemployment benefits at the height of the pandemic. Bank of America automatically and unlawfully froze peoples accounts with a faulty fraud detection program, and then gave them little recourse when there was, in fact, no fraud. Todays order requires Bank of America to undertake a process that is estimated to result in hundreds of millions of dollars in redress to consumers. In a separate order, the Office of the Comptroller of the Currency (OCC) is also fining the bank XXXX XXXX.\n\nTaxpayers relied on banks to distribute needed funds to families and small businesses to rescue the economy from collapse when the pandemic hit, said CFPB Director XXXX XXXX. Bank of America failed to live up to its legal obligations. And when it got overwhelmed, instead of stepping up, it stepped back.\n\nBank of America XXXX XXXX is a national bank headquartered in Charlotte, North Carolina, with approximately 4,100 branches. It has been designated as a global systemically important bank by the Financial Stability Board, and as of XXXX XXXX XXXX, the company had XXXX XXXX  in consolidated assets, which makes it the second largest bank in the United States. The bank has previously been sanctioned by the CFPB. In XXXX, the CFPB ordered Bank of America to pay XXXX XXXX in redress to its victims for illegal credit card practices. And in XXXX  of this year, the CFPB ordered Bank of America to pay a XXXX XXXX civil penalty over unlawful garnishments.\n\nBank of America has contracts with various state agencies to deliver unemployment and other benefit payments to consumers electronically through prepaid debit cards and accounts. For example, since XXXX, Bank of America has had an exclusive contract with the State of California to deliver unemployment and other benefit payments to California consumers electronically through prepaid debit cards and accounts. Under the Electronic Fund Transfer Act, consumers are protected when they use electronic methods to transfer money; this includes prepaid cards. Protections include that after a consumer contacts the financial institution that there has been an error, the financial institution must conduct a prompt, reasonable, and timely investigation.\n\nWhen the COVID-19 pandemic hit in early XXXX, the unemployment rate surged. Millions of consumers sought unemployment insurance benefits. The surge included a great deal of fraud. There was a significant amount of identity theft that affected eligible cardholders with legitimate prepaid debit card accounts but there were also a significant number of criminals who applied for and began receiving unemployment insurance benefits who filed false error claims to access additional funds.\n\nIn its investigation, the CFPB found that Bank of America engaged in unfair and abusive acts and practices that resulted in Californians not getting their unemployment benefits at the height of the pandemic, when many people needed the money the most. Specific findings include that the bank:\n\nReplaced reasonable investigations with a faulty fraud filter: In the fall of XXXX, and continuing through mid-XXXX, Bank of America changed its practices for investigating prepaid debit card fraud on the unemployment insurance benefit accounts. Instead of conducting reasonable investigations, it implemented a fraud filter with a simple set of flags that automatically triggered an account freeze. This set a low bar to freeze the unemployment insurance benefits of many people, harming thousands of legitimate cardholders needing the money. The bank also retroactively applied its fraud filter to deny some notices of error submitted by prepaid debit cardholders that the bank had previously investigated and paid.\nLeft distressed consumers in the lurch: Bank of America made it very difficult for people to unfreeze their prepaid debit cards or for people to report fraudulent use of their cards. People with unemployment insurance benefit prepaid debit cards could not make reports online, or in person at bank branches. People were on hold for hours every day for weeks trying to talk to someone at the bank. Furthermore, the bank told customers they had agents available 24 hours a day, seven days a week, when, in fact, it operated a more limited schedule for its claim call center. Because Bank of America was the strongly preferred provider for California unemployment benefits, consumers were caught without any choice to switch providers.\nPassed the buck to an overwhelmed state agency: When consumers sought assistance, the bank often sent them back to the California state unemployment department for verification in order to regain access to their benefits. But the bank knew the department was stretched and unable to provide services; the bank met with the department dozens of times in the summer of XXXX  and should have known it was essentially redirecting people into a black hole.\n\nThe attachment includes a screenshot of my transaction history showing the $XXXX  dispute and the $XXXX  refund it is failing to show the additional charges that were part of the same dispute once again their way of hiding what they have done. Red are they did not approve \n\nhttps://www.consumerfinance.gov/about-us/newsroom/federal-regulators-fine-bank-of-america-225-million-over-botched-disbursement-of-state-unemployment-\nbenefits-at-height-of-pandemic/","date_sent_to_company":"2023-01-21T12:29:14.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"93619","tags":null,"has_narrative":true,"complaint_id":"6466866","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-01-21T11:30:59.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["<em>credit</em> or any form of assistance while they continue their <em>investigation</em> their fake <em>investigation</em>, and I was told that once a claim is denied <em>provisional</em> <em>credits</em> are no longer an option."],"product":["<em>Credit</em> card or prepaid card"]},"sort":[12.249821,"6466866"]},{"_index":"complaint-public-v1","_id":"7538880","_score":11.839761,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI, XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau 1700 G Street NW Washington, D.C. XXXX Subject : Formal Complaint against Axos Bank XXXX XXXX XXXXXXXX for Regulation E Violation Dear Sir/Madam, I hope this letter finds you in good health. I am writing to file a formal complaint against Axos Bank, doing business as Skylight One, for a violation of Regulation E under the Electronic Fund Transfer Act ( EFTA ). I believe that the actions of the bank have infringed upon my rights as a consumer and have caused me financial harm. \n\nTo provide some context, I hold an account with Axos Bank under the XXXX XXXXXXXX program. There was an unauthorized withdrawal from my checking account on XX/XX/XXXX using my debit card. The debit card was not present and I did not make nor authorize this transaction. \n\nI immediately contacted the customer service department at XXXX XXXXXXXX on XX/XX/XXXX ( via the phone number on the back of my card ) a subsidiary of Axos, explaining the situation and seeking assistance in resolving the issue promptly. I was advised that the transaction would need to post before I could file a dispute. \n\nI immediately followed up with an email on XX/XX/XXXX to dispute this transaction as soon as it posted. The email was sent to the email address they provided. I sent additional email XX/XX/XXXX as well as on XX/XX/XXXX due to the fact they had denied receiving the first two via a phone conversation on XX/XX/XXXX. I also sent a fax to the number I was given should I have difficulty emailing the dispute notice. I have copies of my phone records and will include copies of the transaction as well as my email that was sent immediately disputing the charge. \n\nOn XX/XX/XXXX, a representative with XXXX told me in a conversation that the transaction was not covered by regulation E, and therefore not entitled to a previsionary credit while the fraud investigation was being conducted. I immediately asked why the EFT was not covered by regulation E, and was not provided with an answer. I then asked to speak to a supervisor. Once I spoke to the supervisor she eventually relented and told me that it was a Reg-E covered transaction and the original report was incorrect ; however, the dispute and charge back had been initiated and would need to be voided in order to fix the mistake. I was told this would take another 24-48 hours. ( This conversation happened on XXXX ) Since this happened on a Friday I would need to wait till Monday at the earliest to have the error voided and corrected adding additional time to be without access to any of my cash in my account. \n\nOn Monday XX/XX/XXXX, I called XXXX XXXXXXXX to get an update on the status of the correction and credit for my account. The representative was not able to provide me with any information. I asked to speak to a supervisor and was connected with the available supervisor. I was again told that the transaction was not covered by Reg E, and was not provided a reason why they concluded this. I immediately asked to speak to her supervisor. I was told by her that her supervisor was busy with another client and that he would call me within one hour. No one from XXXX XXXX or its affiliated banks responded. I had no contact with XXXX XXXXXXXX until XX/XX/XXXX when I again called to ask about the dispute status, as well as the status of the provisional credit. I was again told that the EFT did not qualify for a provisional credit and that it would take up to 90 days for a decision and possible credit. This is not correct information being provided. \n\nI again demanded to speak to the relevant immediate supervisor. I was told that they would call me back. I refused to accept that and instructed the representative supervisor that I would wait on hold as long as it took for me to speak to her superior. After some back and forth I then informed them that as of today they would be in violation of registration-e and subject to complaints to the CFPB, and also the Office of the Comptroller of Currency ( OTC ). After I advised them that I plan to file a formal written complaint with these agencies, XXXX and Axos Bank immediately retaliated against me. After they left me on hold for over 40 minutes, they agreed to issue a credit immediately but then closed my checking account with NO notification. XXXX  stated that they have mailed me a check in the amount of account balance although as of XX/XX/XXXX I still do not have the {$1400.00} that was withdrawn using my debit card number without my authorization. \n\nAxos Banks retaliation actions caused financial harm to me and my family. They provided no notification of the checking account being closed and provided no reason for closing it. XXXX negligence in retailingatikn by closing my account caused all of my pre-authorized ACH transactions to be returned. These companies charged me fees and shut-off a utility. XXXX still has not provided any proof that the check was ever created or sent and I still dont have my money. \n\nIn addition to the excessive fees charged by XXXX, they took an excessive amount of time to resolve the dispute causing an additional fees from scheduled ACH payments that they returned. I was never notified of my account closer and was grocery shopping when I was declined. \n\nI called XXXX XXXX immediately after my card was declined and my access to the banks app was terminated. I again spoke to the same representative supervisor [ insert name ]. She informed me that they have concluded their investigation and closed my account. The balance of the account would be mailed to me within 7-10 business days. As of XX/XX/XXXX I have yet to receive any such check for the balance of my account. \n\nI believe XXXX XXXX  actions after they credited my account were done out of spite and vindictiveness. They provided absolutely no notice prior to closing my account. This action caused my significant embarrassment and once again left me with no access to funds to pay for necessities. \n\nThis incident is a clear violation of Regulation E, which establishes the rights and responsibilities of consumers who use electronic fund transfers. According to Regulation E, financial institutions are required to provide certain protections to consumers, including error resolution procedures and prompt investigation and resolution of reported issues. The failure of XXXX XXXX XXXX XXXXXXXX to address my concerns and rectify the situation is a direct violation of these provisions. \n\nFurthermore, I would like to highlight the financial impact this situation has had on me. The delayed transfer has caused significant inconvenience, as I was reliant on those funds for essential expenses. Additionally, I have incurred additional fees and charges as a result of this error, further exacerbating the financial burden imposed on me. I have received late or returned ACH fees from all 3 of my credit card accounts, as well as my auto loan payments, all with XXXX XXXXXXXX. I am currently over 30 days late on all of my debt payment responsibilities, which has caused a negative impact on my credit score. \n\nIn light of the aforementioned circumstances, I kindly request that the Consumer Financial Protection Bureau thoroughly investigates this matter and takes appropriate action against XXXX XXXX XXXX XXXXXXXX for their violation of Regulation E. I urge you to enforce the necessary corrective measures to ensure that the bank upholds its obligations and provides the compensation to which I am entitled. \n\nOn request I can provide copies of all relevant documentation, including records of communication with the bank, transaction statements, and any other supporting evidence that may be useful in the investigation of this complaint. \n\nI sincerely appreciate your attention to this matter and your commitment to safeguarding consumer rights. I trust that the Consumer Financial Protection Bureau will diligently address this complaint and take the necessary steps to rectify the situation. \n\nThank you for your prompt assistance. I look forward to a resolution in the near future.","date_sent_to_company":"2023-10-02T19:28:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48306","tags":null,"has_narrative":true,"complaint_id":"7538880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2023-09-12T16:05:12.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I had no contact with XXXX XXXXXXXX <em>until</em> XX/XX/XXXX when I again called to ask about the dispute status, as well as the status of the <em>provisional</em> <em>credit</em>. I was again told that the EFT did not qualify for a <em>provisional</em> <em>credit</em> and that it would take up to 90 days for a decision and possible <em>credit</em>. This is not correct information being provided. \n\nI again demanded to speak to the relevant immediate supervisor. I was told that they would call me back."],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[11.839761,"7538880"]},{"_index":"complaint-public-v1","_id":"7538665","_score":11.816573,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI, XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Formal Complaint against SunTrust bank XXXX XXXX XXXXXXXX for Regulation E Violation Dear Sir/Madam, I hope this letter finds you in good health. I am writing to file a formal complaint against SunTrust Bank, doing business as XXXX  XXXX, for a violation of Regulation E under the Electronic Fund Transfer Act ( XXXX ). I believe that the actions of the bank have infringed upon my rights as a consumer and have caused me financial harm. \n\nTo provide some context, I hold an account with SunTrust Bank under the XXXX XXXXXXXX program. There was an unauthorized withdrawal from my checking account on XX/XX/XXXXXXXX  using my debit card. The debit card was not present and I did not make nor authorize this transaction. \n\nI immediately contacted the customer service department at XXXX  XXXX on XX/XX/XXXXXXXX  ( via the phone number on the back of my card ) a subsidiary of SunTrust Bank, explaining the situation and seeking assistance in resolving the issue promptly. I was advised that the transaction would need to post before I could file a dispute. \n\nI immediately followed up with an email on XX/XX/XXXXXXXX  to dispute this transaction as soon as it posted. The email was sent to the email address they provided. I sent additional email XX/XX/XXXXXXXX  as well as on XX/XX/XXXXXXXX  due to the fact they had denied receiving the first two via a phone conversation on XX/XX/XXXX. I also sent a fax to the number I was given should I have difficulty emailing the dispute notice. I have copies of my phone records and will include copies of the transaction as well as my email that was sent immediately disputing the charge. \n\nOn XX/XX/XXXX, a representative with XXXX  told me in a conversation that the transaction was not covered by regulation E, and therefore not entitled to a previsionary credit while the fraud investigation was being conducted. I immediately asked why the EFT was not covered by regulation E, and was not provided with an answer. I then asked to speak to a supervisor. Once I spoke to the supervisor she eventually relented and told me that it was a Reg-E covered transaction and the original report was incorrect ; however, the dispute and charge back had been initiated and would need to be voided in order to fix the mistake. I was told this would take another 24-48 hours. ( This conversation happened on XXXX ) Since this happened on a Friday I would need to wait till Monday at the earliest to have the error voided and corrected adding additional time to be without access to any of my cash in my account. \n\nOn Monday XX/XX/XXXX, I called XXXX  XXXX to get an update on the status of the correction and credit for my account. The representative was not able to provide me with any information. I asked to speak to a supervisor and was connected with the available supervisor. I was again told that the transaction was not covered by Reg E, and was not provided a reason why they concluded this. I immediately asked to speak to her supervisor. I was told by her that her supervisor was busy with another client and that he would call me within one hour. No one from XXXX  XXXX or its affiliated banks responded. I had no contact with XXXX  XXXX until XX/XX/XXXXXXXX  when I again called to ask about the dispute status, as well as the status of the provisional credit. I was again told that the EFT did not qualify for a provisional credit and that it would take up to 90 days for a decision and possible credit. This is not correct information being provided. \n\nI again demanded to speak to the relevant immediate supervisor. I was told that they would call me back. I refused to accept that and instructed the representative supervisor that I would wait on hold as long as it took for me to speak to her superior. After some back and forth I then informed them that as of today they would be in violation of registration-e and subject to complaints to the CFPB, and also the Office of the Comptroller of Currency XXXX XXXX ). After I advised them that I plan to file a formal written complaint with these agencies, XXXX  and XXXX XXXX  immediately retaliated against me. After they left me on hold for over 40 minutes, they agreed to issue a credit immediately but then closed my checking account with NO notification. XXXX  stated that they have mailed me a check in the amount of account balance although as of XX/XX/XXXXXXXX  I still do not have the {$1400.00} that was withdrawn using my debit card number without my authorization. \n\nSunTrust Banks retaliation actions caused financial harm to me and my family. They provided no notification of the checking account being closed and provided no reason for closing it. XXXX negligence in retailingatikn by closing my account caused all of my pre-authorized ACH transactions to be returned. These companies charged me fees and shut-off a utility. XXXX still has not provided any proof that the check was ever created or sent and I still dont have my money. \n\nIn addition to the excessive fees charged by XXXX, they took an excessive amount of time to resolve the dispute causing an additional fees from scheduled ACH payments that they returned. I was never notified of my account closer and was grocery shopping when I was declined. \n\nI called XXXX  XXXX  immediately after my card was declined and my access to the banks app was terminated. I again spoke to the same representative supervisor [ insert name ]. She informed me that they have concluded their investigation and closed my account. The balance of the account would be mailed to me within 7-10 business days. As of XX/XX/XXXXXXXX  I have yet to receive any such check for the balance of my account. \n\nI believe XXXX  XXXX  actions after they credited my account were done out of spite and vindictiveness. They provided absolutely no notice prior to closing my account. This action caused my significant embarrassment and once again left me with no access to funds to pay for necessities. \n\nThis incident is a clear violation of Regulation E, which establishes the rights and responsibilities of consumers who use electronic fund transfers. According to Regulation E, financial institutions are required to provide certain protections to consumers, including error resolution procedures and prompt investigation and resolution of reported issues. The failure of SunTrust Bank to address my concerns and rectify the situation is a direct violation of these provisions. \n\nFurthermore, I would like to highlight the financial impact this situation has had on me. The delayed transfer has caused significant inconvenience, as I was reliant on those funds for essential expenses. Additionally, I have incurred additional fees and charges as a result of this error, further exacerbating the financial burden imposed on me. I have received late or returned ACH fees from all 3 of my credit card accounts, as well as my auto loan payments, all with XXXX  XXXX. I am currently over 30 days late on all of my debt payment responsibilities, which has caused a negative impact on my credit score. \n\nIn light of the aforementioned circumstances, I kindly request that the Consumer Financial Protection Bureau thoroughly investigates this matter and takes appropriate action against SunTrust Bank for their violation of Regulation E. I urge you to enforce the necessary corrective measures to ensure that the bank upholds its obligations and provides the compensation to which I am entitled. \n\nOn request I can provide copies of all relevant documentation, including records of communication with the bank, transaction statements, and any other supporting evidence that may be useful in the investigation of this complaint. \n\nI sincerely appreciate your attention to this matter and your commitment to safeguarding consumer rights. I trust that the Consumer Financial Protection Bureau will diligently address this complaint and take the necessary steps to rectify the situation. \n\nThank you for your prompt assistance. I look forward to a resolution in the near future. \n\nYours sincerely, XXXX XXXX XXXX","date_sent_to_company":"2023-09-12T20:55:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48306","tags":null,"has_narrative":true,"complaint_id":"7538665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-09-12T20:47:13.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I had no contact with XXXX  XXXX <em>until</em> XX/XX/XXXXXXXX  when I again called to ask about the dispute status, as well as the status of the <em>provisional</em> <em>credit</em>. I was again told that the EFT did not qualify for a <em>provisional</em> <em>credit</em> and that it would take up to 90 days for a decision and possible <em>credit</em>. This is not correct information being provided. \n\nI again demanded to speak to the relevant immediate supervisor. I was told that they would call me back."],"sub_issue":["Problem using a <em>debit</em> or ATM card"]},"sort":[11.816573,"7538665"]},{"_index":"complaint-public-v1","_id":"6607852","_score":9.8327,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"RE : TIME-SENSITIVE MATTER CONCERNING ACCOUNT REVIEW SUBJECT : Suspended Accounts & Closed Accounts Due to Bank Errors ACCOUNT NUMBERS : XXXX, XXXX XXXX, XXXX To Whom it May Concern : My name is XXXX XXXX, and I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I have been with XXXX now XXXX since XXXX, and I have never had any problems with them. However, XXXX merged with XXXX earlier last year, and my business accounts have been plagued with problems. The issues concerning the XXXX merger have been well documented in the news, CFPB, XXXX XXXX XXXX, Civil Lawsuits, and the US Treasury Department. \n\nA litany of fraudulent ACH transfers has come through our accounts, and payments were returned in error. Previously, XXXX offered over-draft protection built into your account services, which would pull from your attached accounts to cover transactions. After the merger, they discontinued the service and replaced it with standard overdraft protection requiring a bank loan. They never informed the business clients of the changes! Instead, they kept returning payments and charging outrageous fees, even though there was money in all of the accounts. They have since changed it back, but you must keep clicking on those options daily ; otherwise, it resets itself and returns payments. Its a system glitch that they havent completely worked out. \n\nAll this is challenging to my business because all my accounts are with XXXX. I have merchant processing, operating, client trust, payroll, and savings. It is not an easy task to move all of my accounts to a new bank and start the process of establishing ourselves and our transactional habits. \n\nI have included complaint letters that were sent to the Office of the President for XXXX, Consumer Finance Protection Bureau, and The Georgia Attorney Generals Office. They have yet to fix our account along with reimbursements that total over {$9600.00} in fees that we do not owe. \n\n***American Express Returned Payments*** I personally set up my business XXXX accounts as the payment source for my American Express cards , due to using them for personal and business-related purchases. I have been with American Express since XXXX, and I have paid my bills every month without late or returned payments. After the XXXX merger went live, I immediately could not access my accounts online, and all of my XXXX debit cards stopped working. \n\nI tried calling the bank directly but all of the internal branch numbers were non-operable. I then tried calling customer service and the hold times were over four hours without the option for them to call you back without losing your place in line. I then went directly to the branch, but they did not have available staff to assist me because they did not know what was going on. After three days I was able to get online and I discovered the following : 1. There was a litany of unauthorized transactions, that were taken from our accounts. \n2. Multiple scheduled payments and direct debit-related payments were returned as NSF.\n\n3. Multiple accounts had funding in excess of {$150000.00}, but overdraft protection was disabled due to the merger, and we were charged excessive overdraft fees. \n4. All of the account debit cards were canceled and no other cards were issued as replacements. \n\nI immediately tried to reach out to the bank to no avail due to hold times being in excess of six hours. I actually stayed on hold for over five hours, and when the representative answered the phone, she immediately hung up. I called back the next day, and I stayed on hold for nearly four hours ; when the customer service rep finally answered the phone, I informed her of all of the fraud on our accounts and missing money, and she referred me to the fraud department. \n\nShe went on to state that there wasnt anyone in that department to speak with customers and that I had to submit a request in writing and that it would take up to 90 days to investigate, and that there was nothing else that she could offer. I mentioned to her the lack of account accessibility due to the debit cards not working and she said that I would have to wait three to four weeks for new debit cards to be issued. \nI then mentioned that our overdraft protection wasnt working and that payments were being returned when we had money in the bank to cover them. \n\nShe stated that the account transfer overdraft feature was no longer valid and that I would need to apply for a bank loan overdraft account if I wanted overdraft protection. \nShortly thereafter, our accounts continued to be plagued with fraudulent XXXX requests, bogus computer-generated checks, and our payments being returned. At this point, I am being charged fees by XXXX and fees by our creditors for returned payments, in addition to bogus account analysis fees that exceed hundreds of dollars. \n\nI was then forced to go to the XXXX branch in XXXX and speak with a branch XXXX. I told her all of the issues that I was experiencing and that I did not have any debit cards. She assured me that the problems I was facing were widespread and that the merger was a nightmare. \n\nShe then looked into the XXXX banking system and noted that there wasnt a request for new cards and that the fraud department had not reviewed nor processed any of the claims that I submitted. She then ordered me new cards. After receiving the cards, they were immediately deactivated due to system errors, and new cards were ordered again that also did not work. To date, I do not have valid working cards and fraudulent debits continue to come into the accounts. \n\nIn XXXX of XXXX, I went to the bank and spoke with the branch manager XXXX XXXX regarding the fraud, missing money, returned payments, overdraft protection, erroneous bank fees, and the need to close out my accounts. He assured me that XXXX had a lot of merger-related problems and system issues that were still pervasive but that it was being worked out. He closed out our main account ending in # XXXX and opened a new one. \n\nShortly after that, we started experiencing fraud in that account, in addition to our merchant account. Operating account and hold over accounts. I then filed complaints against the consumer finance protection bureau against XXXX. To date, the problems still persist, and I have not received a refund for fees and paid fraudulent transactions. \nSterling legal services have an account with XXXX and XXXX for client invoicing and payments. \n\nOur XXXX account started experiencing Truist-related fraud transactions. The XXXX bank accounts were attached to XXXX for the purposes of accounts receivables from clients and for payroll. The thieves that were operating via XXXX, started putting through debits to XXXX. \n\nI have filed fraud complaints with XXXX regarding this matter, but because they came through as ACH-related transactions, they were paid. I then switched over all American Express payments and all other personal creditors to my personal XXXX XXXX XXXX XXXX account. I thought that this would stop the fraud, but I was wrong. XXXX XXXX XXXX XXXX was also attached to our XXXX account, and thieves started sending debits from the XXXX XXXX XXXX XXXX accounts through XXXX. XXXX was no longer linked to send or receive payments via XXXX, so it defaulted to my personal XXXX account. \n\nAt that point, I had fraud at XXXX, XXXX, and now XXXX. This resulted in return fees from XXXX XXXX and a few payments were returned until they were notified about the fraud. We have since removed XXXX from all of my personal banks, and I only use it to process client payments, and the money is then transferred to a deposit-only account with another bank. XXXX XXXX has not returned any payments after they were alerted to the fraud and they returned all fees that they charged my account. \n\nXXXXAmerican Express Fraudulent Transactions XXXX XXXX XXXX I have a XXXX XXXX XXXX that I have regularly used for years. I also am a XXXX XXXX XXXX. I have used and paid for this card for years without problems until the fraud started with the XXXX merger. Someone has used my XXXX account for over two years with TransUnion.com in the monthly amount of $ XXXX {$29.00}. I have disputed this multiple times, and I requested for a block to be placed on my account to stop the fraudulent transactions. \n\nI also reached out to XXXX, but they would not provide me with any information because they did not see a membership account under my name. To date, I have not received a full refund for those fraud charges and my request for a replacement card with a new account number has never been honored. \n\nXXXXAmerican Express XXXX XXXX XXXX XXXX have held this account since XXXX and I have overpaid it on many occasions and I have never been late. I am a platinum XXXX member of XXXX XXXX and I use this card and my XXXX XXXX benefits on a regular basis. I travel extensively for work, and I have used the aforementioned card globally. Losing this card would directly affect my platinum medallion status and work-related travel. \n\nI applied for the card, and I agreed to pay the annual fee of {$550.00} because it benefits my work-related travel, it offers services and protection that I need, and I am a loyal customer. I would never jeopardize my benefits by not paying my bills in a timely matter or using deceptive means to delay paying my bills. \n\nI am stating empathically that XXXX has caused a division between us and they should be held accountable. Additionally, I filed a dispute against a XXXX charge that was made in XXXX of XXXX. The ticket was booked in error by a XXXX customer service representative for an itinerary that I did not choose. I filed complaints with XXXX Office of the President, the Department of Transportation, and XXXX customer service. \nI was supposed to receive a refund and mileage credits from XXXX XXXX, per a medallion customer service agent, but they were never applied to my account. \n\nAmerican Express issued a provisional credit and instructed me to supply supporting documentation. I complied with all requests, and shortly thereafter, the provisional credit was removed without notice, and my account was placed in an over the limit status. \nMy accounts are now in jeopardy of being closed or canceled due to XXXX 's negligence in returning payments when there was money in the accounts to cover them. I would further add that XXXX and XXXX XXXX XXXX XXXX suffered from a continuation of XXXX fraud. Additionally, I encouraged my daughter XXXX XXXX XXXX to apply for two American Express Cards, the XXXX American Express, and the XXXX Gold Sky miles account. \n\nShe added me as an additional cardholder to both accounts, and I used the XXXX account as the payment account for both of her cards in addition to my own. XXXX has XXXX and XXXX XXXX, and although she is completely functional and coherent, she requires me to facilitate the paying of her bills. XXXX works for the family law firm as a paralegal, and I pay her portion of the bill directly from her payroll deductions. In addition, XXXX travels for the business and she uses the card for meals and entertainment, and other expenses. \n\nI also have her POA for financial-related matters due to her not being comfortable with speaking to people. Due to the fraud at XXXX, both of XXXX 's American Express cards have been canceled without the opportunity to show proof that we are the victims of fraud. This act will ruin her credit and prevent her from ever having an American Express card in the future. I reached out to account review, and they said that they did not care about the fraud and that her account would remain closed. I have provided a breakdown in the chart below : **** American Express Account XXXX On XX/XX/XXXX, I was notified being email that both of my American Express Accounts are under account review due to being over the credit limit and return payments. I also received two separate emails from XXXX stating that both of her American express accounts were canceled. I immediately reached out to American Express, and the agent instructed me to send over two months of bank statements, and they would then decide if they would unblock my account. \n\nAt this point, it seems like there is a concerted effort to shut down and close all of our accounts due to the XXXX fraud that resulted in returned payments alone and customer services ' lack of understanding as to what really happened, and denial from American Express to provide proof of what has happened. \n\nI would like to formally go on record by stating that there have been returned payments that are reflected on my XXXX XXXX statements along with NSF charges. \nXXXX was alerted to the fraud and supplied supporting documentation. They have refunded all of the overdraft fees and I have requested a letter from them that states my account was affected by fraud which resulted in returned payments. I am explaining all of this, so that account review will not decide to close out my account when they see return payments on my statements. \n\nXXXX XXXX I am requesting that all of the aforementioned accounts remain open and non-suspended. I am asking for all return check fees that were assessed to the accounts to be removed and a guarantee that XXXX will not face American Express sanctions or be labeled in their system for NSF activity and/or fraud. I have enclosed all of the account numbers and XXXX contact information if you need to get authorization to speak with me on her behalf. \n\nAs always, please do not hesitate to reach us directly by phone at ( XXXX ) XXXX for any questions or concerns that you may have. Again, thank you for your time in resolving this matter, and we look forward to hearing from you.","date_sent_to_company":"2023-02-23T21:01:46.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30324","tags":null,"has_narrative":true,"complaint_id":"6607852","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-02-23T20:52:54.000Z","state":"GA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I was supposed to receive a refund and mileage <em>credits</em> from XXXX XXXX, per a medallion customer service agent, but they were never applied to my account. \n\nAmerican Express issued a <em>provisional</em> <em>credit</em> and instructed me to supply supporting documentation. I complied with all requests, and shortly thereafter, the <em>provisional</em> <em>credit</em> was removed without notice, and my account was placed in an over the limit status."],"product":["<em>Credit</em> card or prepaid card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[9.8327,"6607852"]},{"_index":"complaint-public-v1","_id":"6607936","_score":9.813475,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"RE : TIME-SENSITIVE MATTER CONCERNING ACCOUNT REVIEW SUBJECT : Suspended Accounts & Closed Accounts Due to Bank Errors ACCOUNT NUMBERS : XXXX, XXXX XXXX, XXXX To Whom it May Concern : My name is XXXX XXXX, and I am XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX. I have been with XXXX now XXXX since XXXX, and I have never had any problems with them. However, XXXX merged with XXXX earlier last year, and my business accounts have been plagued with problems. The issues concerning the XXXX  merger have been well documented in the news, CFPB, XXXX XXXX XXXX Civil Lawsuits, and the US Treasury Department. \n\nA litany of fraudulent ACH transfers has come through our accounts, and payments were returned in error. Previously, XXXX offered over-draft protection built into your account services, which would pull from your attached accounts to cover transactions. After the merger, they discontinued the service and replaced it with standard overdraft protection requiring a bank loan. \n\nThey never informed the business clients of the changes! Instead, they kept returning payments and charging outrageous fees, even though there was money in all of the accounts. They have since changed it back, but you must keep clicking on those options daily ; otherwise, it resets itself and returns payments. Its a system glitch that they havent completely worked out. \n\nAll this is challenging to my business because all my accounts are with XXXX. I have merchant processing, operating, client trust, payroll, and savings. It is not an easy task to move all of my accounts to a new bank and start the process of establishing ourselves and our transactional habits. \n\nI have included complaint letters that were sent to the XXXX XXXX XXXX XXXX for XXXX, Consumer Finance Protection Bureau, and The Georgia Attorney Generals Office. They have yet to fix our account along with reimbursements that total over {$9600.00} in fees that we do not owe. \n\n***American Express Returned Payments*** I personally set up my business XXXX accounts as the payment source for my American Express cards due to using them for personal and business-related purchases. I have been with American Express since XXXX and I have paid my bills every month without late or returned payments. After the XXXX merger went live, I immediately could not access my accounts online, and all of my XXXX debit cards stopped working. \n\nI tried calling the bank directly but all of the internal branch numbers were non-operable. I then tried calling customer service, and the hold times were over four hours without the option for them to call you back without losing your place in line. I then went directly to the branch, but they did not have available staff to assist me because they did not know what was going on. After three days, I was able to get online, and I discovered the following : 1. There was a litany of unauthorized transactions that were taken from our accounts.\n\n2. Multiple scheduled payments and direct debit-related payments were returned as NSF.\n\n3. Multiple accounts had funding in excess of {$150000.00}, but overdraft protection was XXXX due to the merger, and we were charged excessive overdraft fees. \n4. All of the account debit cards were canceled, and no other cards were issued as replacements.\n\nI immediately tried to reach out to the bank to no avail due to hold times being in excess of six hours. I actually stayed on hold for over five hours, and when the representative answered the phone, she immediately hung up. I called back the next day and I stayed on hold for nearly four hours, when the customer service rep finally answered the phone, I informed her of all of the fraud on our accounts and missing money and she referred me to the fraud department. \n\nShe went on to state that there wasnt anyone in that department to speak with customers and that I had to submit a request in writing and that it would take up to 90 days to investigate and that there was nothing else that she could offer. I mentioned to her the lack of account accessibility due to the debit cards not working, and she said that I would have to wait three to four weeks for new debit cards to be issued.\n\nI then mentioned that our overdraft protection wasnt working and that payments are being returned when we have money in the bank to cover them. She stated that the account transfer overdraft feature was no longer valid and that I would need to apply for a bank loan overdraft account if I wanted overdraft protection. \n\nShortly thereafter, our accounts continued to be plagued with fraudulent ACH requests, bogus computer-generated checks, and our payments being returned. At this point, I am being charged fees by XXXX and fees by our creditors for returned payments, in addition to bogus account analysis fees that exceeded hundreds of dollars. \n\nI was then forced to go to the XXXX branch in XXXX and speak with a branch manager. I told her all of the issues that I was experiencing and that I did not have any debit cards. She assured me that the problems I was facing were widespread and that the merger was a nightmare. \n\nShe then looked into the XXXX banking system and noted that there wasnt a request for new cards and that the fraud department had not reviewed nor processed any of the claims that I submitted. She then ordered me new cards. After receiving the cards, they were immediately deactivated due to system errors, and new cards were ordered again that also did not work. To date, I do not have valid working cards, and fraudulent debits continue to come into the accounts. \n\nIn XXXX of XXXX, I went to the bank and spoke with the branch manager XXXX XXXX regarding the fraud, missing money, returned payments, overdraft protection, erroneous bank fees, and the need to close out my accounts. He assured me that XXXX had a lot of merger-related problems and system issues that were still pervasive but that it was being worked out. He closed out our main account ending in # XXXX and opened a new one. \nShortly after that, we started experiencing fraud in that account, in addition to our merchant account. Operating account and hold over accounts. I then filed complaints against the consumer finance protection bureau against XXXX. To date, the problems still persist, and I have not received a refund for fees and paid fraudulent transactions. \nXXXX XXXX XXXX have an account with XXXX and XXXX for client invoicing and payments. \n\nOur XXXX account started experiencing XXXX-related fraud transactions. The XXXX bank accounts were attached to XXXX for the purposes of accounts receivables from clients and for payroll. The thieves that were operating via XXXX, started putting through debits to XXXX. \n\nI have filed fraud complaints with XXXX regarding this matter, but because they came through as ACH-related transactions, they were paid. I then switched over all American Express payments and all other personal creditors to my personal XXXX XXXX XXXX XXXX account. I thought that this would stop the fraud, but I was wrong. XXXX XXXX XXXX XXXX was also attached to our XXXX account and thieves started sending debits from the XXXX XXXX XXXX XXXX accounts through XXXX. XXXX was no longer linked to send or receive payments via XXXX, so it defaulted to my personal XXXX account. At that point, I had fraud at XXXX, XXXX, and now XXXX. \nThis resulted in return fees from XXXX XXXX, and a few payments were returned until they were notified about the fraud. \n\nWe have since removed XXXX from all of my personal banks, and I only use it to process client payments, and the money is then transferred to a deposit-only account with another bank. XXXX XXXX has not returned any payments after they were alerted to the fraud, and they returned all fees that they charged my account. \n\nXXXX XXXX XXXX Transactions XXXX XXXX XXXX I have a XXXX XXXX XXXX that I have regularly used for years. I also am a XXXX XXXX XXXX. I have used and paid for this card for years without problems until the fraud started with the XXXX merger. Someone has used my XXXX account for over two years with XXXX in the monthly amount of $ XXXX {$29.00}. I have disputed this multiple times, and I requested for a block to be placed on my account to stop the fraudulent transactions. \n\nI also reached out to XXXX, but they would not provide me with any information because they did not see a membership account under my name. To date, I have not received a full refund for those fraud charges, and my request for a replacement card with a new account number has never been honored.\n\n***American Express Delta Reserve Card*** I have held this account since XXXX, and I have overpaid it on many occasions, and I have never been late. I am a platinum Medallion member of XXXX XXXX, and I use this card and my Delta Medallion benefits on a regular basis. I travel extensively for work and have used the aforementioned card globally. Losing this card would directly affect my platinum medallion status and work-related travel. \n\nI applied for the card, and I agreed to pay the annual fee of {$550.00} because it benefits my work-related travel, it offers services and protection that I need, and I am a loyal customer. I would never jeopardize my benefits by not paying my bills in a timely matter or using deceptive means to delay paying my bills. \n\nI am stating empathically that XXXX has caused a division between us, and they should be held accountable. Additionally, I filed a dispute against a Delta charge that was made in XXXX of XXXX. The ticket was booked in error by a Delta customer service representative for an itinerary that I did not choose. I filed complaints with Deltas Office of the President, the Department of Transportation, and Delta customer service. \n\nI was supposed to receive a refund and mileage credits from XXXX XXXX, per a medallion customer service agent, but they were never applied to my account. American Express issued a provisional credit and instructed me to supply supporting documentation. I complied with all requests, and shortly thereafter, the provisional credit was removed without notice, and my account was placed in an over the limit status. \n\nMy accounts are now in jeopardy of being closed or canceled due to XXXX 's negligence in returning payments when there was money in the accounts to cover them. I would further add that XXXX and XXXX XXXX XXXX XXXX suffered from a continuation of XXXX fraud. Additionally, I encouraged my daughter XXXX XXXX XXXX to apply for two American Express Cards, the Platinum American Express and the Delta Gold Sky miles account. \n\nShe added me as an additional cardholder to both accounts, and I used the XXXX account as the payment account for both of her cards in addition to my own. XXXX has XXXX and XXXX XXXX, and although she is completely functional and coherent, she requires me to facilitate the paying of her bills. XXXX works for the family law firm as a paralegal, and I pay her portion of the bill directly from her payroll deductions. In addition, XXXX travels for the business and she uses the card for meals and entertainment, and other expenses. \nI also have her POA for financial-related matters due to her not being comfortable with speaking to people. Due to the fraud at XXXX, both of XXXX 's American Express cards have been canceled without the opportunity to show proof that we are the victims of fraud. This act will ruin her credit and prevent her from ever having an American Express card in the future. I reached out to account review, and they said that they did not care about the fraud and that her account would remain closed. I have provided a breakdown in the chart below : ***American Express Account Review*** XXXX XX/XX/XXXX, I was notified being email that both of my American Express Accounts are under account review due to being over the credit limit and return payments. I also received two separate emails from XXXX stating that both of her American express accounts were canceled. I immediately reached out to American Express, and the agent instructed me to send over two months of bank statements, and they would then decide if they would unblock my account. \n\nAt this point, it seems like there is a concerted effort to shut down and close all of our accounts due to the XXXX fraud that resulted in returned payments alone and customer services ' lack of understanding as to what really happened, and denial from American Express to provide proof of what has happened. I would like to formally go on record by stating that there have been returned payments that are reflected on my XXXX XXXX statements along with NSF charges. \n\nDelta was alerted to the fraud and supplied supporting documentation. They have refunded all of the overdraft fees and I have requested a letter from them that states my account was affected by fraud which resulted in returned payments. I am explaining all of this, so that account review will not decide to close out my account when they see return payments on my statements.\n\n***In Closing*** I am requesting that all of the aforementioned accounts remain open and non-suspended. I am asking for all return check fees that were assessed to the accounts to be removed and a guarantee that XXXX will not face American Express sanctions or be labeled in their system for NSF activity and/or fraud. I have enclosed all of the account numbers and XXXX contact information if you need to get authorization to speak with me on her behalf. \n\nAs always, please do not hesitate to reach us directly by phone at ( XXXX ) XXXX for any questions or concerns that you may have. Again, thank you for your time in resolving this matter, and we look forward to hearing from you.","date_sent_to_company":"2023-02-23T20:52:11.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30324","tags":null,"has_narrative":true,"complaint_id":"6607936","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-02-23T20:19:36.000Z","state":"GA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I was supposed to receive a refund and mileage <em>credits</em> from XXXX XXXX, per a medallion customer service agent, but they were never applied to my account. American Express issued a <em>provisional</em> <em>credit</em> and instructed me to supply supporting documentation. I complied with all requests, and shortly thereafter, the <em>provisional</em> <em>credit</em> was removed without notice, and my account was placed in an over the limit status."],"product":["<em>Credit</em> card or prepaid card"],"sub_product":["General-purpose <em>credit</em> card or charge card"]},"sort":[9.813475,"6607936"]},{"_index":"complaint-public-v1","_id":"5235050","_score":8.683646,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My complaint is regarding an unauthorized XXXX EFT dispute case with Citibank. Details of the case : Transaction date : XX/XX/XXXX Transaction amount : {$1800.00} 1. My money was stolen via a fraudulent person-to-person XXXX transaction, which falls under Regulation E protection according to CFPB. \n2. Citi did not conduct a reasonable investigation regarding my case initiated on XX/XX/XXXX, as they reported that the EFT in question was initiated in accordance with your instructions when I expressly told them ( and swore under oath on a attached declaration ) that it was not. In addition, Citibank employees did not provide me with information on how to submit supporting documents and information provided to me at my request at a later date was repeatedly incorrect. \n3. Citibanks rules can not afford lesser protection than federal law 4. A man approached me on XX/XX/XXXX and requested to make a phone call to his sister from my cell phone ( that turned out to be the access device, although I am not certain because I am not totally sure how he actually initiated the transfer ). I granted him permission to make that phone call and only that phone call. I did not grant him authority to use my phone for any other purpose whatsoever. That same man ( whose name and phone number were on the transaction ), while in possession of my phone ( that he was granted permission to use for that phone call only and exclusively ) proceeded to initiate the EFT of {$1800.00} from my checking account. He therefore initiated this EFT without any permission from me or awareness by me. I did not receive any goods, services, benefit or currency/compensation in exchange for this {$1800.00}. I gave Citibank timely notice of this fraud, within 10-30 minutes of when it occurred. The man who approached me asked to use my phone for a phone call which I granted him license to do. He then asked if I could XXXX {$20.00} to his sister for gas money to come pick him up. I continued to hold the phone and entered the email address that he told me to send {$20.00} dollars ( solely {$20.00}. As he gave me {$20.00} cash ; which I later returned b/c the transfer did not go through ). The transfer did not go through. I closed the banking app. The man then asked to call his sister again from my phone. While I am not certain, I assume that this fraud occurred in one of two ways : 1 ) the man either saw me enter my password when I attempted to send the {$20.00} that did not go through and then logged in from his own device immediately after I walked away and transferred {$1800.00} to himself or 2 ) he somehow opened the banking app when he was holding my phone a second time to make the phone call to his sister. I did not with my own hand authorize the {$1800.00} nor grant him permission to enter my banking app or send any money/initiate any transaction. This is therefore an unauthorized EFT and is covered by CFPB Regulation E. \n\nIn summary, my claim falls under the protection of Federal Regulation E by the Consumer Financial Protection Bureau ( CFPB ), pursuant to the Electronic Fund Transfer Act. \nAs you can see in the attached screenshots, I have attempted to contact the phone number on the XXXX transaction in question. I called the number and left a voicemail when no one picked up. I then texted the number ( see screenshot ) and asked if the phone belonged to the name on the transaction, which the person responded Yes. So then I told him that he had stolen {$1800.00} from me and to please return it via XXXX and he responded Wrong person. How could it be the wrong person if his name and number are on the XXXX transaction and he confirmed that it is indeed his phone number? If he doesnt have it, who does? This proves that this is fraud. As detailed in the police report, there should be security footage of this happening. I called Citi immediately after this occurred and changed my password. I then immediately filed my initial police report, and submitted more information as soon as I could. \nIn addition : I received different information each time that I have called Citi regarding this fraud ( which I believe is at least 7 times now ). \nFirst calls on XX/XX/XXXX ( at XXXX am XXXX, immediately after fraud occurred between XXXX and XXXX am or so according to my call log ; when the man who stole from me used my phone to call his sister at the number XXXX as given in the police report ). After walking away from the man who stole from me ( as I did not realize at that time that any funds whatsoever had left my bank account ), my boyfriend suggested that I check my bank balance because he felt as if the man who asked to use my phone was suspicious. I then discovered that my Citibank app had been uninstalled without my knowledge. So I began to panic and called XXXX ( the number on the back of my Citi credit card, to make sure it was a legitimate Citi number ). I called that number at XXXX am EST. I called Citi again numerous times at XXXX that evening. I then called XXXX and was given a case number. I told the agent that the {$1800.00} transaction was fraud, but that the {$650.00} transaction was my monthly rent payment and was legitimate ( interesting how the thief stole the exact amount that ( in addition to my pre-scheduled rent payment ) equals {$2500.00}, which I have now learned is the daily XXXX limit on my account ). I then called Citi again the next morning at XXXX am XXXX ( still XX/XX/XXXX ) to follow up and was told that there would be an investigation. No further information was given to me. I was not told to submit the police report that I had created that very night ( see attached ). \nXX/XX/XXXX : I called Citi again to give the police report number that was assigned to my case and I again asked what my next steps would be and was told there will be an investigation and they will send you a letter in the mail. I was NOT told to submit the police report itself. \nXX/XX/XXXX : I was credited the money back ( apparently provisionally ) so I assumed all was well. I was never contacted for any more details. To my knowledge, Citi never asked for or saw the police report. \nXX/XX/XXXX : I received the postal letter stating that the credit to my account was provisional. \nXX/XX/XXXX : I got an email stating that there was a new secure message in my account. ( Why did I receive this email on XX/XX/XXXX if the message was dated XX/XX/XXXX? ) XX/XX/XXXX : I noticed the email and read the secure message reporting that the money was taken out of my account again stating based on our research and the information you provided. What research was done? I was not provided with a way to send evidence. I called Citi immediately and spoke with XXXX, who told me that I should submit the police report etc to XXXX which I did. G did not tell me that the case was closed. \nXX/XX/XXXX : I called Citi again to make sure that my documents were received and spoke with XXXX, who informed me that the case was closed, and so we started and appeal and I was given a case number and password for the case ( Why was I not given a password for the case when I initially submitted it on XX/XX/XXXX? ). I told XXXX that I had submitted supporting documents to XXXX. He said that the submitted documents would be filed under the new case number. I emailed the documents under the new case number just to be safe ( see emails attached ). I then noticed the email dated XX/XX/XXXX saying that the case was closed. ( Why did I receive the email notification on XX/XX/XXXX when the message is dated XX/XX/XXXX? ) XX/XX/XXXX : I called Citi again and spoke with XXXX to see if the documents had been received at the email address under my new case number. XXXX told me : No, you cant email documents for an appeal. Those have to be sent by mail. He gave me the address and then said No, actually you can fax them to XXXX. He told me to send my documents along with my case number, card number, disputed transaction date and amount, the reason for my appeal and my signature to debit card billing dispute unit. Why did neither XXXX nor XXXX ( nor anyone else I spoke with ) tell me this in my previous calls? Did they even know this? I asked XXXX, How do I know that what youre telling me is even true when Ive gotten so many different answers? I asked him if he could send me the instructions for the appeal process in writing and he said that he could not. Why not? Because they dont exist? \nXX/XX/XXXX : I submitted a fax to XXXX as soon as I was possibly able to after being told what I hoped was finally the correct information. I called Citi to follow up and asked to speak with a supervisor. I was connected with XXXX She informed me that I had yet again sent my supporting documents to the incorrect place, and that I should send them to the Client Research Team XXXX XXXX. I again asked How do I know that what youre telling me is even true when Ive gotten so many different answers? and she responded Maam, I am a supervisor. I asked if my documents would be received in time to be reviewed by the Citi Research Team if I faxed them on XX/XX/XXXX and Delight responded that they would because my case would be open until XX/XX/XXXX ( 10 business days ). \n\nXX/XX/XXXX : I submitted a nearly 50-page fax of supporting documents to XXXX. \n\nXX/XX/XXXX : I called Citi and asked to speak with a supervisor. I was connected with XXXX who told me that my 2nd dispute had also been denied and closed and that the documents that I submitted on XX/XX/XXXX were NOT attached to this dispute as XXXX had told me they would be. I asked to receive a copy of the documents used in Citi 's \" investigation '' of my dispute as that is my right. She reported that they would be emailed to me ( I have not received them as of the time of this writing ). I asked to speak with her manager and mysteriously the call was disconnected ( not by me ). \nI called back again and asked to speak with a supervisor and was connected with XXXX He confirmed that my second dispute had been denied and that my documents had not been reviewed. I told him that I had submitted nearly 50 pages of supporting documents. I asked again where I should send my supporting documents for new case number and he told me \" per M '' that the number was XXXX. He said that Citi usually accepts supporting documentation for debit card disputes and not XXXX disputes and therefore why he was uncertain of where to send supporting documentation. I asked him if it would be enough time if I submitted my supporting documents again on XX/XX/XXXX ( as this is the soonest that I could do so ) and he said that it would. \n\nI told XXXX that according to the Consumer Financial Protection Bureau 's XX/XX/XXXX updates to Regulation XXXX, this fraudulent and unauthorized transaction falls under their protection and it is obvious that it is fraud and unauthorized for reasons including ( but not limited to ) : 1 ) This is the largest XXXX transaction I have ever completed ( to my knowledge ) and is outside of my spending pattern. I was outside of my home city ( I live in XXXX XXXX and incident occurred in XXXX ) 2 ) As you can see by my record with Citi, I pay my bills on time and have very good credit 3 ) I do not have any other disputed XXXX charges 4 ) My apartment rent of {$650.00} per month has been a scheduled XXXX payment ( debited on the first of each month ) since summer XXXX ( so it was debited by XXXX on XX/XX/XXXX, the day the {$1800.00} was stolen ). The {$1800.00} that was stolen from me seemed to be a random, uneven amount until I realized that {$650.00} + {$1800.00} = {$2500.00}. Which Ive now learned is the maximum amount that can be debited via XXXX per day from my account. **That is not a coincidence**. Clearly this man was experienced enough at fraud to send himself the maximum amount that he possibly could. Does it really make sense that that would just happen to be the amount that I would send to someone I had never sent a payment to at XXXX in the morning? No. Because I didnt send it or authorize it. He did. \n5 ) I called Citi immediately after I noticed the money was missing 6 ) I changed my password immediately because I didnt know if the man who stole from me now had it whereas I dont think I had ever changed my password with Citi before XXXX ) Ive called Citi more than ten times now and spent hours of time and effort trying to recoup this money. I spent over 80 minutes on the phone with Citi on XX/XX/XXXX alone. \n8 ) Im a licensed social worker, and theft or fraud are a violation of the NASW Code of Ethics ( the governing body of the social work profession ). To lie about this issue would be me risking my license and career that Ive spent years earning and building XXXX ) I posted about this incident on XXXX on XX/XX/XXXX ( see screenshot ) warning my hundreds of followers about the dangers of letting others near your smartphone, which I was previously unaware of. Many people commented that they would have done the same thing ( ie : allowed someone who claimed to need help to use their phone ) These are not senior citizens who are unfamiliar with technology either. \n10 ) I contacted the man who received the transaction to request that the money be returned and filed a police report with identifying information for this person 11 ) I filed a police report immediately after I realized that money was taken from my account ( see the date and time of the initial police report that I later supplemented with more evidence/information ) I would assist in any way necessary to see that this man ( who seems to be clearly identifiable ) is prosecuted ( as I swore under oath on the declaration page attached ) When I spoke with XXXX on XX/XX/XXXX, he asked me if someone had gained unauthorized access to my computer. I answered yes at this time because a smartphone is a computer ( aka the access device ). \nI realized then that the way that the question is phrased makes Citi less inclined to rule in the customers favor on such Regulation E issues because most people do not have their laptops ( or other devices traditionally referred to as computers on their person ) and traditional computers are probably less likely to be used as access devices for fraud/initiating unauthorized transactions : ( as apparently is becoming more frequent according to stories like these : https : XXXX # ) As mentioned at length above, this unauthorized transaction falls under Regulation E protection for many reasons. \n\nIn summary : Im very disappointed with the way that Citi has handled this. It seems that the dispute and appeal process must be purposefully obfuscated so that customers do not know what to do. In my case, Im a long-time, honest, and loyal customer who always pays on time and have recommended Citi to many others. Im a social worker in healthcare and {$1800.00} is not an amount I can just take lightly. I was trying to help someone who said their phone had died and needed a ride home. I absolutely did not authorize this transaction. This transfer was not sent to the recipient in accordance with my instructions. As you can see in the screenshots, the man at the name and number listed on the XXXX transaction denies even receiving this transaction. If Citi cares about preventing fraud, why does the Citi app not require users to enter/re-enter their PIN ( as a further security measure ) before allowing large sums of money to be sent? This incident would never have happened if this simple change was made. My XXXX is literally more secure than Citis XXXX feature apparently. \nI asked to be contacted if Citi needed any more information regarding the case and I have never been contacted to this day. I highly doubt that the documents that I sent once again will be reviewed by Citi, and therefore they have not completed the reasonable investigation required by CFPB. They have yet to furnish the documents that I requested regarding their investigation of my case, and I find it extremely suspect that the steps to the dispute/appeal process are apparently neither known to most/all Citi employees and can not be provided to consumers who request them ( either verbally or in writing ).","date_sent_to_company":"2022-02-18T08:07:36.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"70117","tags":null,"has_narrative":true,"complaint_id":"5235050","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-02-18T01:52:57.000Z","state":"LA","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":["XX/XX/XXXX : I called Citi again to give the police report number that was assigned to my case and I again asked what my next steps would be and was told there will be an <em>investigation</em> and they will send you a <em>letter</em> in the mail. I was NOT told to submit the police report itself. \nXX/XX/XXXX : I was <em>credited</em> the money back ( apparently <em>provisionally</em> ) so I assumed all was well. I was never contacted for any more details. To my knowledge, Citi never asked for or saw the police report."]},"sort":[8.683646,"5235050"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":13,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":13}]}},"product":{"doc_count":13,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":8,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":8}]}},{"key":"Credit card or prepaid card","doc_count":4,"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":"General-purpose prepaid card","doc_count":1},{"key":"Government benefit card","doc_count":1}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":1}]}}]}},"issue":{"doc_count":13,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Managing an account","doc_count":7,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using a debit or ATM card","doc_count":6},{"key":"Deposits and withdrawals","doc_count":1}]}},{"key":"Problem with a purchase or transfer","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card company isn't resolving a dispute about a purchase or transfer","doc_count":1},{"key":"Charged for a purchase or transfer you did not make with the card","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1},{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}},{"key":"Other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a lender or other company charging your account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":1}]}}]}},"timely":{"doc_count":13,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":11},{"key":"No","doc_count":2}]}},"company_response":{"doc_count":13,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":10},{"key":"Closed with monetary relief","doc_count":3}]}},"submitted_via":{"doc_count":13,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":13}]}},"company":{"doc_count":13,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"TRUIST FINANCIAL CORPORATION","doc_count":3},{"key":"AMERICAN EXPRESS COMPANY","doc_count":2},{"key":"CITIBANK, N.A.","doc_count":2},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"CARD Corporation","doc_count":1},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":1},{"key":"KEYCORP","doc_count":1},{"key":"M&T BANK CORPORATION","doc_count":1},{"key":"Netspend Corporation","doc_count":1}]}},"state":{"doc_count":13,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"GA","doc_count":2},{"key":"MI","doc_count":2},{"key":"CA","doc_count":1},{"key":"LA","doc_count":1},{"key":"MA","doc_count":1},{"key":"NC","doc_count":1},{"key":"NY","doc_count":1},{"key":"OH","doc_count":1},{"key":"PA","doc_count":1},{"key":"TX","doc_count":1},{"key":"UT","doc_count":1}]}},"company_public_response":{"doc_count":13,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":8}]}},"tags":{"doc_count":13,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-15T12:00:00-05:00","last_indexed":"2026-07-15T12:00:00-05:00","total_record_count":16469162,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}