{"took":302,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1244,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2264778","_score":15.441421,"_source":{"product":"Bank account or service","complaint_what_happened":"Customer rep with HSBC confirmed I would not receive a fee, advised replacement card and checks would be mailed free of charge. I reached out again and the next rep confirmed she could not see any prior requests, could not tell if a card had been ordered, and was unable to fix the fee which was not my error that had previously been confirmed as waived, and was only able to advise checks are charged/not that my prior request was completed. I previously was transferred to a supervisor, but this time the rep, XXXX, refused. I am concerned with this lack of transparency, applying fees which have been confirmed as waived, and charging for some products when some reps feel like, but not when other reps confirm the products are free. A federal investigation into this transparency is required.","date_sent_to_company":"2016-12-27T22:51:05.000Z","issue":"Problems caused by my funds being low","sub_product":"Checking account","zip_code":"55404","tags":null,"has_narrative":true,"complaint_id":"2264778","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2016-12-27T22:51:04.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I previously was transferred to a supervisor, but this time the <em>rep</em>, <em>XXXX</em>, refused. I am concerned with this lack of transparency, applying fees which <em>have</em> been confirmed as waived, and charging for some products when some <em>reps</em> feel like, but not when other <em>reps</em> confirm the products are free. A federal <em>investigation</em> into this transparency is required."]},"sort":[15.441421,"2264778"]},{"_index":"complaint-public-v1","_id":"1917052","_score":15.110926,"_source":{"product":"Credit card","complaint_what_happened":"I asked for a return on a mistaken payment. I called customer service every day the following week ( Tuesday - Friday, also Sunday and the following Monday ) to Bank of America to inquire about the said return. I got different answers about when to expect the return. Some reps told me 2-5 business days 1 rep told me 7-10 business days. XXXX wanted to help me, other than tell me to wait and call back if it still has not been returned. After the given period of 2-5 business days I called and the rep said she would escalate it, trace where the money is and credit me XXXX . When i checked 2 days later, i was told there was no credit of XXXX $ and a rep did not have the authority to do so. Also there was nothing else done besides a \" small investigation '' into where my money was. Which another rep told me was just to notify me when the money ends up in my checking account. So basically after calling for 7 straight business days noone did anything to help me. I still do n't have my return. And I am told to continue to wait and if it 's still not in my account after 10 business days then call back. Who knows what they will tell me then, but I am relying on the word of customer service reps who have continually lied to me after 7 days of calls. Seems like noone there is willing to help me.","date_sent_to_company":"2016-05-09T19:17:45.000Z","issue":"Transaction issue","sub_product":null,"zip_code":"30024","tags":null,"has_narrative":true,"complaint_id":"1917052","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2016-05-09T19:17:44.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Some <em>reps</em> told me 2-5 business days 1 <em>rep</em> told me 7-10 business days. <em>XXXX</em> wanted to help me, other than <em>tell</em> me to wait and call back if it still has not been returned. After the given period of 2-5 business days I called and the <em>rep</em> said she would escalate it, trace where the money is and credit me <em>XXXX</em> . When i checked 2 days later, i was told there was no credit of <em>XXXX</em> $ and a <em>rep</em> did not <em>have</em> the authority to do so."]},"sort":[15.110926,"1917052"]},{"_index":"complaint-public-v1","_id":"4720723","_score":14.77402,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/2021 I was called by a \" fraudster banker '' from a Wells Fargo number ( Wells Fargo caller ID, verified number ) saying someone was trying to add themselves as a recipient to my account to wire transfer {$2300.00}, which would drain my account. I was asked for information like account number, PIN, birthdate, last 4 digits of SSN, etc., and I navely gave them the information, as I trusted that I speaking to a real banker. They were sending me verification codes to my phone number from official Wells Fargo SMS messages. They tell me they would have to initiate the transfer in order to open an investigation on the claim. \n\nXX/XX/2021 I call Wells Fargo to check on the status of the \" claim. '' Told by the representative that they have no claim number under the one I was given. We realize then that I was a victim of fraud. Rep now opens a claim, closes my bank account, and opens a new one. Tells me he would contact me with a resolution within 5 business days. \n\nXX/XX/2021 I call to check on claim status. I am told it was denied and closed the day before, XX/XX/XXXX. I was never called or notified. I ask rep if there is any way to reverse the decision, and she tells me it is possible. Says she would put in a request for the investigator, the original representative from XXXX, to call me back and run through the situation again, and that he should call within 2 business days. I ask if there is anything I could do to help my case. She tells me that in the claim 's notes, it was written that I did not file a police report, and that I should. I WAS NEVER ASKED IF I FILED A POLICE REPORT during that phone call, nor ever advised that I should from the original rep. I realized then that my claim may have already been mishandled by that original representative. \n\nXX/XX/2021 I call Wells Fargo again, since I never received a call. I am in the process of filing a police report at this point and ask for information about the transfer, such as the recipient 's real name, their bank name, locations, etc., as this is some of what the report asks for. This rep tells me they have no information regarding the transfer. I ask how they have no information, and she tells me their notes only provide details from calls. I realize then that the original rep came up with his resolution with no actual information regarding the transfer. This rep tells me she can put in a request for the investigator to call me back in 2 business days, yet again. I tell her I had already put in a request and was not called back, which was the reason I called that day. She tells me the \" notes '' say I was called on XXXX, and I supposedly hung up. I received zero calls before or after I called on XXXX. No calls show up in my phone history, and no voicemail, email, any type of notification was left whatsoever. The rep from XXXX also never mentioned me having been called, so I feel this statement was falsified. Regardless, I still never received a call between my XXXX and XXXX calls. This representative proceeds to put in another request for a call-back. I ask her if I should be receiving the call from the same fraud department number, or if it would be from a different Wells Fargo number. She responds that it would be from the fraud department. \n\nXX/XX/2021 I get a call from a representative, who was not the original investigator, from a random number from North Carolina. At this point already, I see that Wells Fargo representatives do not even have cohesive answers to my questions, since I was told the day before that I would be called from the fraud department, and I was not. This phone call was just to give me some information about the transfer, like I had asked the day before. I realize then that I was only called because they now had a note that said I was filing a police report, not because I wanted to run through the situation of my claim again. I ask this rep if again, there are any chances I could still get my money back. She tells me Wells Fargo gets XXXX attempts to reverse the transfer, and they have only tried once so far. The original representative denied and closed my case after ONE ATTEMPT. If I had not told these reps that I was filing a police report, this information would not have been relayed to me, and I truly believe the last two attempts would not be made. The representative tells me to just \" keep a look out '' to see if the money would appear back in my account; did not say I would be notified of any changes or anything. These Wells Fargo representatives do the least for their customers and leave them in the dust when they need help most. \nI received a letter later that day, denying my claim as I was told stating, \" As the money will not be returned from the receiving bank, we are not able to reimburse you. '' This \" investigator '' denied and closed my claim with the reasoning of \" the money will not be returned from the receiving bank '' after having only tried ONCE out of their three attempts to reverse the transfer. This letter was dated XX/XX/XXXX, but was not sent until XXXX, and I did not receive it until the XXXX ( picture attached. ) There is absolutely no sense of urgency by these bankers about something so time-sensitive and as crucial as this situation. I followed the policy instructions of notifying the bank of situations like this, and they still did the very bare-minimum. There is a complete lack of communication from them with their customers, unless they are made aware that an official report, like my police report, is being filed. \nI have turned in my police report at this point ( XX/XX/XXXX ), and have made a security freeze to my credit file as well, which I also had to find out about on my own, when I wish I had been informed about by the very company I trusted to handle my money. I have no income and have had almost no money for nearly three weeks because I have been getting the run-around by these bankers, and they have completely failed me by not fully attempting to help me get my money back. And there still leaves the question of how this \" fraudster banker '' was able to identify that I was a Wells Fargo customer and retrieved my name and contact information, called from a Wells Fargo number, and sent SMS messages from Wells Fargo, if not for a security breech in the Wells Fargo system.","date_sent_to_company":"2021-09-14T10:43:36.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"75154","tags":null,"has_narrative":true,"complaint_id":"4720723","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-09-14T10:22:44.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This <em>rep</em> <em>tells</em> me they <em>have</em> no information regarding the transfer. I ask how they <em>have</em> no information, and she <em>tells</em> me their notes only provide details from calls. I realize then that the original <em>rep</em> came up with his resolution with no actual information regarding the transfer. This <em>rep</em> <em>tells</em> me she can put in a request for the <em>investigator</em> to call me back in 2 business days, yet again. I <em>tell</em> her I had already put in a request and was not called back, which was the reason I called that day."]},"sort":[14.77402,"4720723"]},{"_index":"complaint-public-v1","_id":"2939926","_score":14.665706,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I spoke to rep by the name of \" XXXX '' with the office of Consumer Affairs with Equifax on XX/XX/18 approximately XXXX. \n\nI attempted to dispute a collection account with him. The collection agency is XXXX XXXX XXXX. I informed him that this account is being reported in error and that my insurance company had paid the original creditor. Then he puts me on hold for 30 minutes, only to tell me that this account was previously investigated. I never received any notification that the account was previously investigated. He then tells me that he is going to call me back. I tell him it's been my experience that no one from Equifax has ever called me back. \n\nI also ask him why I can not use any online functions to which he says that certain people from time to time do not have access due to fraud activity. I ask him to tell me when I will be able to gain online access, to which he gives me a canned, non answer.","date_sent_to_company":"2018-06-19T15:51:34.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"22033","tags":"Servicemember","has_narrative":true,"complaint_id":"2939926","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-06-19T15:39:34.000Z","state":"VA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I spoke to <em>rep</em> by the name of \" <em>XXXX</em> '' with the office of Consumer Affairs with Equifax on <em>XX/XX</em>/18 approximately <em>XXXX</em>. \n\nI attempted to dispute a collection account with him. The collection agency is <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>. I informed him that this account is being reported in error and that my insurance company had paid the original creditor. Then he puts me on hold for 30 minutes, only to <em>tell</em> me that this account was previously <em>investigated</em>."]},"sort":[14.665706,"2939926"]},{"_index":"complaint-public-v1","_id":"6784215","_score":14.602269,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"BofA has an overly aggressive security system. It has been declining charges that are regularly recurring monthly charges, as well as one-time charges. I have sent BofA letters on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, all without correction of the problem. I did receive XXXX e-mail that stated that BofA was \" investigating my dispute '', but nothing else. I am self-employed and use this card for business. For the entire month of XXXX, XXXX, BofA has been denying a regularly recurring charge for XXXX, which has my website and generates business for me. XXXX threatened me with account closure on XX/XX/XXXX for non-payment, so I paid the balance due today with another credit card. When I changed the payment method, XXXX said that BofA has closed my account. BofA has not notified me of the account 's closure, and has no valid reason for closing my account. When I call BofA, the Security Dept rep says that the account can not be accessed by the rep unless the rep can text a code to my telephone number on file. My telephone number on file is the landline for my business- it can not receive text messages. So I can not tell the rep what the code is, and the rep says that he/she can not access my account. It is a vicious and ridiculous cycle. The telephone reps sound like robots, and state that it will not do any good to speak with a supervisor because BofA will not allow a supervisor to access my account either. The only remedy they can come up with is to go into a branch. We do not have a BofA branch in my county, and the reps tell me that BofA will not reimburse me for 4 hour ( roundtrip ) to another county just to go into a branch to prove my identity.","date_sent_to_company":"2023-04-01T21:04:08.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"970XX","tags":null,"has_narrative":true,"complaint_id":"6784215","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-04-01T20:46:41.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["We do not <em>have</em> a BofA branch in my county, and the <em>reps</em> <em>tell</em> me that BofA will not reimburse me for 4 hour ( roundtrip ) to another county just to go into a branch to prove my identity."]},"sort":[14.602269,"6784215"]},{"_index":"complaint-public-v1","_id":"9452398","_score":14.539953,"_source":{"product":"Checking or savings account","complaint_what_happened":"There were a lot of transactions on my checking account where money was taken out that I did not authorize. BOA claim numbers are XXXX, XXXX, XXXX, XXXX. I spoke with a BOA claims representative on XX/XX/2024 at XXXX on a recorded line. The representative advised me that the money from the claims will be refunded to me on XX/XX/2024. Knowing I was getting this money I needed back I paid off a purchase. I then spoke with a BOA representative on XX/XX/2024 to see why the money had not been put back in my acct. The rep advised that the rep I talked to on XXXX failed to tell me that due to it being over 72 days they are still investigations. Had the other rep told me this I would not have paid off this other purchase. The representative in XXXX gave me false information and BOA should credit me asap due to this major inconvenience.","date_sent_to_company":"2024-07-08T22:52:46.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"34983","tags":null,"has_narrative":true,"complaint_id":"9452398","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-07-08T22:39:32.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["The <em>rep</em> advised that the <em>rep</em> I talked to on <em>XXXX</em> failed to <em>tell</em> me that due to it being over 72 days they are still <em>investigations</em>. Had the other <em>rep</em> told me this I would not <em>have</em> paid off this other purchase. The representative in <em>XXXX</em> gave me false information and BOA should credit me asap due to this major inconvenience."]},"sort":[14.539953,"9452398"]},{"_index":"complaint-public-v1","_id":"1429379","_score":14.532208,"_source":{"product":"Bank account or service","complaint_what_happened":"I had deposited a check and it seems that it was returned and they blocked the account and have not provided me any information as to why and my direct deposit from my job was sent to this account and they ignore every request from me as to an explanation why I spoke to a customer service rep on the phone they tell me I had to go to the branch I went and they dont want to tell me anything tried to speak to the manager he paid no attention to me in the XXXX XXXX branch. \n\nall they state XXXX is that they are doing an investigation at XXXX is was supposed to be 10 days for that and they will send my funds but as of yesterday now they state 30 to 120 days.","date_sent_to_company":"2015-06-19T14:49:14.000Z","issue":"Deposits and withdrawals","sub_product":"Checking account","zip_code":"33014","tags":null,"has_narrative":true,"complaint_id":"1429379","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNTRUST BANKS, INC.","date_received":"2015-06-19T14:49:13.000Z","state":"FL","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had deposited a check and it seems that it was returned and they blocked the account and <em>have</em> not provided me any information as to why and my direct deposit from my job was sent to this account and they ignore every request from me as to an explanation why I spoke to a customer service <em>rep</em> on the phone they <em>tell</em> me I had to go to the branch I went and they dont want to <em>tell</em> me anything tried to speak to the manager he paid no attention to me in the <em>XXXX</em> <em>XXXX</em> branch."]},"sort":[14.532208,"1429379"]},{"_index":"complaint-public-v1","_id":"5239023","_score":14.444308,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been working on getting my credit corrected and every time you call they tell you something different I can never understand what they are saying you send all the police report and documents they ask for on dispute something and when you ask about it they tell u they dont have it I had several reps hung up on the phone call and continue to put me on hold no one should be able to do this that has control of important information you tell them you speak XXXX and nobody you talk to speak clear XXXX it is so stressful doing all you can and the credit reporting company allows this with Covid-19 taking over it has been hard on the world and it needs to stop this company needs to be investigated on how the credit reporting is being done","date_sent_to_company":"2022-02-19T08:36:10.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"70802","tags":null,"has_narrative":true,"complaint_id":"5239023","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-02-19T03:36:07.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I <em>have</em> been working on getting my credit corrected and every time you call they <em>tell</em> you something different I can never understand what they are saying you send all the police report and documents they ask for on dispute something and when you ask about it they <em>tell</em> u they dont <em>have</em> it I had several <em>reps</em> hung up on the phone call and continue to put me on hold no one should be able to do this that has control of important information you <em>tell</em> them you speak <em>XXXX</em> and nobody you talk to speak clear"],"issue":["Problem with a credit reporting company's <em>investigation</em> into an existing problem"],"sub_issue":["Their <em>investigation</em> did not fix an error on your report"]},"sort":[14.444308,"5239023"]},{"_index":"complaint-public-v1","_id":"7167113","_score":14.32462,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/2020 I have requested a copy of the credit application along with drivers license to verify the account. I have not receive the requested information. I have informed them I have no account with XXXX. The only information that I am receiving are statements. I have asked to verify the bank information the account the payments were made and have not received the information. I have mentioned to the company this is not my account I demand a full investigation with credit application, drivers license and the bank account the payments were made. \nI have made contact with the company XX/XX/2020 to see what this information is in regards. I have been informed by the rep this is a credit card. I have informed the rep that I never owned XXXX credit card and the rep stated that I was a liar. I have requested the documentation with a copy of the application, copy of my license, and a validation letter but never received the information. The rep informed me that I will be sued if I dont pay the balance in full. The rep mentioned to contact my place of employment which I have asked her the name of my place of employment and she wouldnt tell me. The rep also mentioned that I was an abusive retail liar and hung up the phone after I have asked for her to repeat her name. How do I go by getting the help to report this information and should I seek legal action against the company. LVNV Funding have terrorized my life with the verbal abuse.","date_sent_to_company":"2023-06-26T09:13:06.000Z","issue":"Written notification about debt","sub_product":"I do not know","zip_code":"77396","tags":"Servicemember","has_narrative":true,"complaint_id":"7167113","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Resurgent Capital Services L.P.","date_received":"2023-06-26T09:06:07.000Z","state":"TX","company_public_response":null,"sub_issue":"Didn't receive enough information to verify debt"},"highlight":{"complaint_what_happened":["I <em>have</em> mentioned to the company this is not my account I demand a full <em>investigation</em> with credit application, drivers license and the bank account the payments were made. \nI <em>have</em> made contact with the company <em>XX/XX</em>/2020 to see what this information is in regards. I <em>have</em> been informed by the <em>rep</em> this is a credit card. I <em>have</em> informed the <em>rep</em> that I never owned <em>XXXX</em> credit card and the <em>rep</em> stated that I was a liar."]},"sort":[14.32462,"7167113"]},{"_index":"complaint-public-v1","_id":"3951233","_score":14.175217,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2020 I authorized XXXX XXXX to charge my business debit Visa card for a purchase which was never filled. I waited weeks before giving up with the vendor and then contacted Bank of America to start a dispute. Dispute was opened first week of XXXX and was told a provisional credit would given while they investigate especially since I supplied proof of tracking info and that package never left there store. Few days go buy no credit, so j call then Im told that they would issue credit but I would have to wait 30-45 days for investigation to take place. 45 days come and I call and they say need to wait 60 days because Merchany hadnt responded. 60 days was on XXXX I called and they said that credit should be issued soon, few more days go by I call and now Im being told it was 90days to complete investigation new date is XXXX. I call on XXXX and they tell me it should have taken place just waiting on visa to reverse the transaction. BofA would follow up with me by the end of bussiness that day. I never got a call or email. I call again and after 2 hours on the phone i get someone that can look up claim and tell me that all the other reps misinformed me and that there is no time fram and that we just have to wait for the merchant to make decision on there end or respond to dispute. So hypothetically rep said it could take another few months or years. No guarantee even no Im the victim and have proof","date_sent_to_company":"2020-11-12T06:07:30.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"727XX","tags":null,"has_narrative":true,"complaint_id":"3951233","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-11-12T05:52:14.000Z","state":"AR","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 call on <em>XXXX</em> and they <em>tell</em> me it should <em>have</em> taken place just waiting on visa to reverse the transaction. BofA would follow up with me by the end of bussiness that day. I never got a call or email. I call again and after 2 hours on the phone i get someone that can look up claim and <em>tell</em> me that all the other <em>reps</em> misinformed me and that there is no time fram and that we just <em>have</em> to wait for the merchant to make decision on there end or respond to dispute."]},"sort":[14.175217,"3951233"]},{"_index":"complaint-public-v1","_id":"3676422","_score":14.1518345,"_source":{"product":"Debt collection","complaint_what_happened":"I got a alert that my credit score went down 14 points because ENHANCED RECOVERY COMPANY put a report on my account that does not belong to me, so i call E.R.C to get information on this dept so i can get it investigate, the rep was not able to tell me the address on the bill and when the account was open, all she was able to tell me is the original creditor ( XXXX XXXX XXXX ) i never had any account with this company and i have not live in florida for over 20 years. \nThe account was reported to the credit bureau on XX/XX/2020 and the amount is {$260.00}. \nCreditor Information ENHANCED RECOVERY COMPAN XXXX XXXX XXXX XXXX, FL  XXXX ( XXXX ) XXXX","date_sent_to_company":"2020-05-31T07:34:45.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"17201","tags":null,"has_narrative":true,"complaint_id":"3676422","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ERC","date_received":"2020-05-31T02:13:50.000Z","state":"PA","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I got a alert that my credit score went down 14 points because ENHANCED RECOVERY COMPANY put a report on my account that does not belong to me, so i call E.R.C to get information on this dept so i can get it <em>investigate</em>, the <em>rep</em> was not able to <em>tell</em> me the address on the bill and when the account was open, all she was able to <em>tell</em> me is the original creditor ( <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> ) i never had any account with this company and i <em>have</em> not live in florida for over 20 years."]},"sort":[14.1518345,"3676422"]},{"_index":"complaint-public-v1","_id":"3409243","_score":14.144053,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I fell behind on payments in XX/XX/XXXX. I spoke with rep and was told I need to make 3 consecutive payments to qualify for an extension. I struggled to make 3, the 3rd payment was late so I had to start over in XX/XX/XXXX. XX/XX/XXXXI spoke with rep and made arrang8to pay by XX/XX/XXXX. I made the payments as scheduled. The XX/XX/XXXX rep said as long as I paid under 120 days I would not have a charge off. For my 3rd payment arrangement I spoke to rep and gave a promise to pay 3rd payment between XX/XX/XXXX. I called XX/XX/XXXX to make 3rd payment with the rep with a new checking but the rep said the system was down. I waited 20 min and I was transferred to XXXX XXXX. She also said computer issues and asked me hold. I was on lunch break so I said I would call back. I Confirmed I was still in the window to qualify she said yes. I called back XX/XX/XXXX was told charge off. I requested investigation of recorded calls. It had been 2 weeks no answer. I spoke to XXXX manager, XX/XX/XXXX to learn they were having tech issues for recordings and there was delay. XX/XX/XXXX I received email stating the charge off was correct. The rep did not tell me XX/XX/XXXX would have been too late. Their system issue prevented processing of on time payment.","date_sent_to_company":"2019-10-17T17:42:50.000Z","issue":"Struggling to pay your loan","sub_product":"Installment loan","zip_code":"92882","tags":null,"has_narrative":true,"complaint_id":"3409243","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Prosper Marketplace, Inc.","date_received":"2019-10-17T17:23:11.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I requested <em>investigation</em> of recorded calls. It had been 2 weeks no answer. I spoke to <em>XXXX</em> manager, XX/XX/<em>XXXX</em> to learn they were <em>having</em> tech issues for recordings and there was delay. XX/XX/<em>XXXX</em> I received email stating the charge off was correct. The <em>rep</em> did not <em>tell</em> me XX/XX/<em>XXXX</em> would <em>have</em> been too late. Their system issue prevented processing of on time payment."]},"sort":[14.144053,"3409243"]},{"_index":"complaint-public-v1","_id":"17999715","_score":14.09846,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX at approximately XXXX XXXX I was notified through email that my account was flagged for suspicious activity and was restricted until an investigation could be conducted. I immediately checked my account, but did not observe any suspicious or non-routine activity. I called SoFi and spoke with their customer service department that forwarded me over to their Member Security Department. The Member Security representative informed me that the account had been marked for closure due to the suspicious activity ( normal banking transactions evidently ). I asked what had caused those results, but the rep could not tell me what in particular had occurred that caused the account restriction. They stated that once the investigation was complete, the account would be closed and any funds in the account would be mailed to my address on file. There is a balance of XXXX in the account plus another XXXX in an investment account with SoFi. The investment account doesn't appear to be restricted, but they won't let me withdraw any funds from it. I phoned back on Saturday XX/XX/XXXX and again today XX/XX/XXXX with a similar story coming from the Member Services team. I asked what policies were broken, but the rep could not tell me which policy or policies were in question or not adhered to. I asked again today when the account closure would be complete and the check with my account balance would be mailed, and the rep would not say. I offered to submit documentation showing the source of any funds that are in question in my account, the rep acknowledged such, but at no time have they asked for any documentation. They will not allow you to speak to a supervisor. The rep today informed me that they are waiting for transactions to settle, but I'm not sure what transactions they are waiting on, since the last transaction in my account was on XX/XX/XXXX. We are at XXXX calendar days with no timeline on the check being sent. SoFi has a history of doing this to others, with some still waiting on their account balances, months after the fact. With that amount of money being held, I can not wait 6 months to get the money, in which from what I am seeing and hearing on my end, they have no justification to hold those funds.","date_sent_to_company":"2025-11-28T20:06:20.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"383XX","tags":"Servicemember","has_narrative":true,"complaint_id":"17999715","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-11-28T19:56:09.000Z","state":"TN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I phoned back on Saturday XX/XX/<em>XXXX</em> and again today XX/XX/<em>XXXX</em> with a similar story coming from the Member Services team. I asked what policies were broken, but the <em>rep</em> could not <em>tell</em> me which policy or policies were in question or not adhered to. I asked again today when the account closure would be complete and the check with my account balance would be mailed, and the <em>rep</em> would not say."]},"sort":[14.09846,"17999715"]},{"_index":"complaint-public-v1","_id":"3011454","_score":14.09309,"_source":{"product":"Mortgage","complaint_what_happened":"I was going through a refinance with XXXX XXXX  ( XXXX ). I was nearing the end when XXXX ordered a supplemental credit inquiry to be done on XX/XX/18. The supplemental credit inquiry is a conference call with the applicant ( as to give permission ) and the current loan provider ( XXXX ) and the XXXX credit rep as to verbally relay my payment history for the past 12 months. That is when I first discovered that Wells Fargo ( WF ) has 30 day payments on my account, which is false. While verbally disputing this over the phone, the XXXX  noted the feedback and the call ended.\n\nOn XX/XX/18, XXXX  messaged me to tell me that I have been 30days late multiple times and that this is unacceptable. I would need to get a letter from WF to proceed with the refinance if I believe this is not true. I relayed my disappointment with XXXX, because they ordered the supplemental credit report late, which meant, the timeline for the rep to close out the loan was very close, so they had no choice but to close the loan because WF still had not completed the investigation. Since WFs commitment to complete the investigation was for 10 days, they had to extend it for another 10 days, because the rep did not have what she needed to complete the investigation, so she stated. Which is odd, because I gave her all the proof she needed to compare with their internal records to discover they have allocated my payments wrong after my discharge.\n\nAfter the end of WFs extended investigation, the rep was able to provide me a letter relaying the outcome of the investigations and confirming vaguely that I was not 30 days late, but XXXX  still would not accept it, although that is what they requested. They stated the letter was too vague. They asked that I request a verification of payment history for the past 12 months, which again, I felt confident that all was well since the issues were highlighted and investigated. I expected my account to be correct.\n\nSo, I contacted WF to get this info via the regular customer hotline. To be safe, I asked the rep to tell me how my payments look for the last 12 months and she indicated multiple times of being 30 days late still. After explaining my concern and issue again for the hundredth time, they escalated to the XXXX again to investigate. A new rep assisted me. He expressed his apologies because he went through my case and stated that he would request this 12-month verification personally. I asked him will it be correct, he stated yes. I said before anything is sent out, please review to assure everything was fixed.\n\nXXXX XXXX called me and left a message stating that he received the verification and will drop it in the mail to me, that was XX/XX/XXXX, Im still waiting on my hard copy. I did call the XXXX after 7 days to see if they can send it directly to XXXX and they said yes. So, without me seeing the document and taking XXXX word for it, I thought it would be ok to send direct. Low and behold, XXXX called me back and stated that the verification is still showing 30 day payments and that would not work to open up a new loan. I finally called WFs XXXX line and got a random rep to see if they can fax me over a copy and yes, I see the discrepancies clearly. I have documents verifying these issues, but would like to send after complaint is picked up.","date_sent_to_company":"2018-09-05T23:51:25.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"48237","tags":null,"has_narrative":true,"complaint_id":"3011454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-09-05T23:16:25.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I relayed my disappointment with <em>XXXX</em>, because they ordered the supplemental credit report late, which meant, the timeline for the <em>rep</em> to close out the loan was very close, so they had no choice but to close the loan because WF still had not completed the <em>investigation</em>. Since WFs commitment to complete the <em>investigation</em> was for 10 days, they had to extend it for another 10 days, because the <em>rep</em> did not <em>have</em> what she needed to complete the <em>investigation</em>, so she stated."]},"sort":[14.09309,"3011454"]},{"_index":"complaint-public-v1","_id":"3505962","_score":14.016595,"_source":{"product":"Checking or savings account","complaint_what_happened":"Back in XX/XX/2019, I checked my Bank of America checking account. I noticed several fraudulent transactions totaling over {$600.00}. I immediately contacted my bank, they were able to refund the money as an investigation was put in place. Fast forward to XXXX, I received a letter in the mail from Bank of America ... I didnt read it as I thought it was stating that my claim was resolved. Later to find out in XXXX that the money that was refunded to be was taken back. Again I immediately call to see why, Bank of America stated that I made false claims and no fraud had occurred. I demanded for the claim to be reconsidered ( escalated ). The rep said she would put that in for me and for me o contact the merchant meanwhile and submit a written statement. I call the merchant ( XXXX ) they tell me my name, phone number, and email address is not associated with any account and they can not help me for me to contact my bank. I wrote my statement, send it to Bank of America through Fax and tell them what entailed during the conversation with the XXXX rep. They continue to tell me to check back later. Now this was a Friday, theyre closed Saturday-Monday and reopen Tuesday due to XXXX day. I call Tuesday to find out that it might be reconsidered to call back at a later time. Now Wednesday early afternoon, I call again an they tell me they are only refunding me {$160.00} because they came to an agreement with the Merchant. Now I immediately asked them why only {$160.00}? Especially because that {$160.00} charge was made in two transactions. The bank said this is all they can do for me because the investigation didnt come back as fraudulent. I continued to let them know that this doesnt make sense because here was so many charges to my account which all added up to a higher amount and they were only going to refund a portion. The rep said thats all they could do and basically theyre job is done. I asked to speak to a higher up and its the same thing. The supervisor couldnt do anything and for me to basically be happy I got {$160.00} out of over {$500.00} back. No explanation of how those charges made it to my account, no name of the person who did this, and no REAL investigation was done. I refuse to take this as a loss, this was NOT my fault, the bank should have the customers back instead of flipping the story and saying it wasnt fraud. FURTHER REAL investigation needs to be done. The person is still out there getting away with this, and it will continue to happen to innocent people. Hard earned money, gone, and refused to give back.","date_sent_to_company":"2020-01-27T15:12:54.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"78504","tags":null,"has_narrative":true,"complaint_id":"3505962","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-01-23T03:01:55.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["The <em>rep</em> said she would put that in for me and for me o contact the merchant meanwhile and submit a written statement. I call the merchant ( <em>XXXX</em> ) they <em>tell</em> me my name, phone number, and email address is not associated with any account and they can not help me for me to contact my bank. I wrote my statement, send it to Bank of America through Fax and <em>tell</em> them what entailed during the conversation with the <em>XXXX</em> <em>rep</em>. They continue to <em>tell</em> me to check back later."]},"sort":[14.016595,"3505962"]},{"_index":"complaint-public-v1","_id":"6039096","_score":13.94211,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had filed filed fraud charges with Bank of America on XXXXXXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX. The charges were appeared to be taking out of my account started in XX/XX/XXXX. I had a subscriptions with XXXXXXXX XXXX XXXXXXXX was but had canceled in XX/XX/XXXX because I was relocating to Georgia. The subscription had 2 cars attached to it. One of the vehicles were sold. XXXXXXXX XXXX XXXX XXXX told me if the tag is still on car anyone can reopen the account. I canceled my BOA cards and open an investigation. The returned the charges in XX/XX/XXXX. Now XX/XX/XXXX, I received a letter saying there was no fraud & the fund will be taken out of my account on XX/XX/XXXX. I called BOA XXXX XXXX Department. The XXXX told me since I called prior it will be open & the charges will be stopped. Well on XX/XX/XXXX my account is negative {$170.00}. On XX/XX/XXXX another charge of {$120.00} was taken out my account, now its negative {$240.00}. I called BOA again the rep now tells me tat dept is closed call back tomorrow. I call back XXXX XXXX the XXXX BOA rep tells me I need to write a formal complaint to re open the investigation & it should have been done 3 days prior & faxed in with documentations to investigate. I faxed in complaint XX/XX/XXXX.","date_sent_to_company":"2022-10-01T15:03:08.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30096","tags":null,"has_narrative":true,"complaint_id":"6039096","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-10-01T14:36:01.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I called BOA again the <em>rep</em> now <em>tells</em> me tat dept is closed call back tomorrow. I call back <em>XXXX</em> <em>XXXX</em> the <em>XXXX</em> BOA <em>rep</em> <em>tells</em> me I need to write a formal complaint to re open the <em>investigation</em> & it should <em>have</em> been done 3 days prior & faxed in with documentations to <em>investigate</em>. I faxed in complaint XX/XX/<em>XXXX</em>."]},"sort":[13.94211,"6039096"]},{"_index":"complaint-public-v1","_id":"11581506","_score":13.917005,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/XXXX I called Affrim to investigate why I have an {$88.00} collection on my credit report. I spoke with an agent by the name of XXXX and he requested the following info to check my \" account ''. My name, phone number and email ( in which he proceeds to tell me that email address is not on file. I gave him another email address and he tell me he does not have that email as well ). XXXX states that this account has unauthorized charges and a investigation will be conducted. I asked if I dont have an account how would I know the results or if I call in to check no other rep could help me if the info that I provided is not in the system. I asked for the corporate office & he stated that he does that know the number. I called XXXX & spoke with XXXX to dispute the charge. Ive been disputing this charge for a while and nothing has been done. My last dispute was XX/XX/XXXX and shows it remains unchanged because XXXX never investigated from the beginning.","date_sent_to_company":"2025-01-16T16:48:26.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"19120","tags":null,"has_narrative":true,"complaint_id":"11581506","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Affirm Holdings, Inc","date_received":"2025-01-16T16:48:24.000Z","state":"PA","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["XX/XX/<em>XXXX</em> I called Affrim to <em>investigate</em> why I <em>have</em> an {$88.00} collection on my credit report. I spoke with an agent by the name of <em>XXXX</em> and he requested the following info to check my \" account ''. My name, phone number and email ( in which he proceeds to <em>tell</em> me that email address is not on file. I gave him another email address and he <em>tell</em> me he does not <em>have</em> that email as well ). <em>XXXX</em> states that this account has unauthorized charges and a <em>investigation</em> will be conducted."]},"sort":[13.917005,"11581506"]},{"_index":"complaint-public-v1","_id":"11584148","_score":13.857052,"_source":{"product":"Debt collection","complaint_what_happened":"XX/XX/XXXXXXXX  I called XXXX to investigate why I have an {$88.00} collection on my credit report. I spoke with an agent by the name of XXXX and he requested the following info to check my \" account ''. My name, phone number and email ( in which he proceeds to tell me that email address is not on file. I gave him another email address and he tell me he does not have that email as well ). XXXX states that this account has unauthorized charges and a investigation will be conducted. I asked if I dont have an account how would I know the results or if I call in to check no other rep could help me if the info that I provided is not in the system. I asked for the corporate office & he stated that he does that know the number. I called experian & spoke with XXXX to dispute the charge. Ive been disputing this charge for a while and nothing has been done. My last dispute was XX/XX/XXXXXXXX  and shows it remains unchanged because experian never investigated from the beginning.","date_sent_to_company":"2025-01-16T16:48:14.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"19120","tags":null,"has_narrative":true,"complaint_id":"11584148","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-01-16T16:33:49.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["XX/XX/XXXXXXXX  I called <em>XXXX</em> to <em>investigate</em> why I <em>have</em> an {$88.00} collection on my credit report. I spoke with an agent by the name of <em>XXXX</em> and he requested the following info to check my \" account ''. My name, phone number and email ( in which he proceeds to <em>tell</em> me that email address is not on file. I gave him another email address and he <em>tell</em> me he does not <em>have</em> that email as well ). <em>XXXX</em> states that this account has unauthorized charges and a <em>investigation</em> will be conducted."]},"sort":[13.857052,"11584148"]},{"_index":"complaint-public-v1","_id":"3718983","_score":13.833346,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern : I have made numerous attempts at contacting Chase to file a claim regarding an incident that occurred on Sunday XX/XX/XXXX at XXXX at a local branch in which a stranger deposited a fake check into my account and then withdrew {$950.00} from my checking and left. He had done this despite my efforts at telling him not to. I contacted Chase immediately after andI filed a police report and Chase reps reported that they would file a claim. During that same week {$900.00} had been returned to me as a conditional credit in lieu of their investigation and just today I saw that the claim had been reversed and the {$900.00} had been taken out of my account. I have spoke to the chase reps and none of them have been able to help me. They either tell me to hold ( up to hours ) or they tell me that they will \" look into it '' and never get back to me. I would like to know why the claim has been reversed. I read online similar incidents from people who also have Chase. I would like to have a supervisor from Chase contact me so that I may speak to them about this issue.","date_sent_to_company":"2020-06-27T20:09:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60608","tags":null,"has_narrative":true,"complaint_id":"3718983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-06-27T19:52:37.000Z","state":"IL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["During that same week {$900.00} had been returned to me as a conditional credit in lieu of their <em>investigation</em> and just today I saw that the claim had been reversed and the {$900.00} had been taken out of my account. I <em>have</em> spoke to the chase <em>reps</em> and none of them <em>have</em> been able to help me. They either <em>tell</em> me to hold ( up to hours ) or they <em>tell</em> me that they will \" look into it '' and never get back to me. I would like to know why the claim has been reversed."]},"sort":[13.833346,"3718983"]},{"_index":"complaint-public-v1","_id":"8069825","_score":13.745764,"_source":{"product":"Checking or savings account","complaint_what_happened":"on XX/XX/2023 added a new checking account to my account and while the card was being sent to me in the mail. on XX/XX/2023 I contacted a representative to receive the card details, but once I found my card details I didn't need their service anymore so the rep begin to get upset with me because I was confused to what she was saying to me but I kept repeating I will just wait for my card to arrive in the mail. later on that day I begin to log into my online account and its denying me any access to my account and I call in to see the problem the rep tells me my card has been reported lost or stolen and I never reported my card lost or stolen then my account was put into restriction with no explanation. I get connected with security and they tell me my account is fraudulently created and its not I've sent in multiple supporting documents to help with this investigation. My health condition prevents me from leaving the house and I really need this account as I have a monthly direct deposit being credited to the account they asked me for verification documentation that I sent in","date_sent_to_company":"2023-12-29T05:11:23.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"19140","tags":null,"has_narrative":true,"complaint_id":"8069825","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2023-12-29T04:43:46.000Z","state":"PA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I get connected with security and they <em>tell</em> me my account is fraudulently created and its not I've sent in multiple supporting documents to help with this <em>investigation</em>. My health condition prevents me from leaving the house and I really need this account as I <em>have</em> a monthly direct deposit being credited to the account they asked me for verification documentation that I sent in"]},"sort":[13.745764,"8069825"]},{"_index":"complaint-public-v1","_id":"2819968","_score":13.732587,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2018, I entered a XXXX store to open an account. The rep at the store told me that they would run a soft inquiry of my credit report. Well they lied to me and ran a hard inquiry on my credit. I therefore called TransUnion and requested that they investigate and delete the hard inquiry. They subsequently told me to call XXXX and ask for a \" letter of deletion, '' in which I did, only to have XXXX to tell me no, that they would not do it. I plead with them because their rep at the store lied to me and told me that it would be a soft hit, but they still would not send me out a letter of deletion, but instead told me to contact this website to assist myself with the problem. Inevitably, I need this inquiry taken off of my credit report because I was mislead unscrupulously that it would be a soft inquiry and not a hard and XXXX is unwilling to do anything about it.","date_sent_to_company":"2018-02-20T16:14:45.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"75115","tags":null,"has_narrative":true,"complaint_id":"2819968","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2018-02-20T15:40:29.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["On <em>XX/XX</em>/2018, I entered a <em>XXXX</em> store to open an account. The <em>rep</em> at the store told me that they would run a soft inquiry of my credit report. Well they lied to me and ran a hard inquiry on my credit. I therefore called TransUnion and requested that they <em>investigate</em> and delete the hard inquiry. They subsequently told me to call <em>XXXX</em> and ask for a \" letter of deletion, '' in which I did, only to <em>have</em> <em>XXXX</em> to <em>tell</em> me no, that they would not do it."]},"sort":[13.732587,"2819968"]},{"_index":"complaint-public-v1","_id":"6585281","_score":13.640975,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX Optum Financial sent my XXXX funds to the wrong XXXX trustee and my {$6200.00} is in banking limbo and Optum isn't taking any initiative to make it right. \n\nXX/XX/XXXX : request initiated through XXXX to XXXX transfer funds and close my XXXX account with Optum Financial ( Optum ). \nXX/XX/XXXX : Optum dashboard indicates that {$6200.00} was transferred out of my account and account closed. \nXX/XX/XXXX : Funds not received by XXXX, contacted Optum to determine status. At this time we learned that the funds were sent XX/XX/XXXX so still well within standard transfer timing. \nXXXX XXXX : Funds still not received by XXXX so a XXXX representative joined me on the line to gather more information and requested a copy of the check and routing details to determine whereabouts of the funds. \nXX/XX/XXXX : Optum email me a copy of the check and transfer information. At this point I learn that Optum sent the funds to XXXX XXXX ( XXXX ) based on a transfer request form dated XX/XX/XXXX. \nXX/XX/XXXX : I called XXXX to see what happened to the funds. At this time I was told the check was received but had been flagged in their system as not having an active account to apply to toward. I requested that the check be sent to XXXX and the XXXX customer service person created a case # and told me the request would be initiated within 3-5 business days. \nXX/XX/XXXX ( # XXXX ) : Call XXXX to determine the status of the request as the XXXX funds are still not in my account with XXXX. XXXX customer service tells me the check was marked returned in their system on XX/XX/XXXX. XXXX Rep sounds unsure but tells me this means it was returned to me because that what returned means in their system. \nXX/XX/XXXX ( # XXXX ) : I email XXXX to make sure this is okay because I know that once XXXX funds are out of an account the 60 day clock starts ticking before the IRS treats the funds as income and charges an early withdrawal penalty. XXXX tells me I need a letter from XXXX explaining the circumstances to cover my bases but otherwise shouldn't be a problem. \nXX/XX/XXXX ( # XXXX ) : Call XXXX again to request a letter detailing why the funds were mailed to me but the XXXX Rep couldn't tell me where the check was returned to or why but surmised it actually went to Optum. XXXX XXXX created another case to request this information from the relevant department and told me to call back the following day. \nXX/XX/XXXX ( # XXXX ) : Call Optum to see if they have received the XXXX funds back from XXXX but the Optum Rep has no record in their system. They create a case to investigate whether than funds have been received. \nXX/XX/XXXX ( # XXXX ) : Received an email message from Optum asking me to call them for more information about my active case with them. Immediately called the number provided in the message and after some confusion Optum Rep tells me the investigators need a copy of the check or documentation on where XXXX sent the funds. \nXX/XX/XXXX ( # XXXX ) : Call XXXX to see if I can get a copy of the check and confirmation it was sent to Optum but the XXXX XXXX says they can't access this information so they created a case to gather this information. \nXX/XX/XXXX ( # XXXX ) : Call XXXX to see what they learned in the investigation and they tell me that they don't have any information about where the check went but that I should just assume it means back to sender ( Optum ). \nXX/XX/XXXX ( # XXXX ) : Call Optum hoping they can come up with a way forward, such as cancelling the check and issuing a new one to me or XXXX but the Optum Rep says they can't do that in their department. I asked to escalate to a supervisor, was put on hold and waited for about 30 minutes but eventually gave up.\n\n... and the saga continues [ cue the XXXX XXXX music ], help me CFPB you're me only hope!!!","date_sent_to_company":"2023-02-17T21:52:37.000Z","issue":"Closing an account","sub_product":"Other banking product or service","zip_code":"30316","tags":null,"has_narrative":true,"complaint_id":"6585281","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"OPTUM BANK, INC.","date_received":"2023-02-17T20:56:20.000Z","state":"GA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["They create a case to <em>investigate</em> whether than funds <em>have</em> been received. \nXX/XX/<em>XXXX</em> ( # <em>XXXX</em> ) : Received an email message from Optum asking me to call them for more information about my active case with them. Immediately called the number provided in the message and after some confusion Optum <em>Rep</em> <em>tells</em> me the <em>investigators</em> need a copy of the check or documentation on where <em>XXXX</em> sent the funds."]},"sort":[13.640975,"6585281"]},{"_index":"complaint-public-v1","_id":"3021085","_score":13.606604,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"For the past 2 weeks I have been unable to use my Citibank Double rewards credit card. They only have 1 verification method and sadly other creditors have 3 or more ways achieveing verification. I have spoken 2 3 XXXX customer service reps including their fraud department. They have taken my account and blocked access for a 2week or longer investigation.\n\nThe dumb part is i can access the account via my mobile phone and citi app. However theres nothing that their customer service or fraud department \" claims to be doing ''. It is gwtting to a point that im going to cut the card in half and need a credit card with american speaking customer reps that can tell a difference between fraud and a person purchasing breakfast and the prior charges in the account are from the same retailer..Ive been kind but if this doesnt resolve soon. I will rescind further payments and see if i can sue for the account mistakes. I was repeatedly asked by citibank reps if i had a checkings account with them and i dont, and never did. I only had a credit card and dont understand citibanks major malfunction ...","date_sent_to_company":"2018-09-17T05:57:31.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"11422","tags":null,"has_narrative":true,"complaint_id":"3021085","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-09-17T05:35:54.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["For the past 2 weeks I <em>have</em> been unable to use my Citibank Double rewards credit card. They only <em>have</em> 1 verification method and sadly other creditors <em>have</em> 3 or more ways achieveing verification. I <em>have</em> spoken 2 3 <em>XXXX</em> customer service <em>reps</em> including their fraud department. They <em>have</em> taken my account and blocked access for a 2week or longer <em>investigation</em>.\n\nThe dumb part is i can access the account via my mobile phone and citi app."]},"sort":[13.606604,"3021085"]},{"_index":"complaint-public-v1","_id":"2985155","_score":13.524259,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XXXX-18 I contact discover to set up a check for {$220.00} with my account with XXXX. I contacted Discover on XXXX-18 advising them that they could pull the check and run it that day and that I had closed my XXXX account and provided them with my new checking account. \n\nDiscover then processed the {$220.00} twice. Once from the XXXX account and again from the new account. I contact Discover and spoke with XXXX XXXX on XXXX-18 at XXXX XXXX. She advised that although I did tell them that the account was closed and the rep should have transferred the call to their supervisor it was not their issue for running the check because I only said the account was closed instead of pull the check and that this was not their fault because the rep was using a different computer system. \n\nThis is a blatant breach of both federal and state law. I want the U.S. Attorney 's office to investigate Discover for possible criminal charges and for Discover to pay damages for their negligence.","date_sent_to_company":"2018-08-07T18:59:57.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"67217","tags":null,"has_narrative":true,"complaint_id":"2985155","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2018-08-07T18:56:18.000Z","state":"KS","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["She advised that although I did <em>tell</em> them that the account was closed and the <em>rep</em> should <em>have</em> transferred the call to their supervisor it was not their issue for running the check because I only said the account was closed instead of pull the check and that this was not their fault because the <em>rep</em> was using a different computer system. \n\nThis is a blatant breach of both federal and state law. I want the U.S."]},"sort":[13.524259,"2985155"]},{"_index":"complaint-public-v1","_id":"2028843","_score":13.460111,"_source":{"product":"Mortgage","complaint_what_happened":"Been speaking to XXXX XXXX from Wells Fargo home mortgage. Had left numerous calls to make a payment prior to XXXX XXXX to make a payment, no return calls, received and spoke to the rep who stated she could still take the payments although Wells Fargo had me locked out. Advised I would be making payments the following week. \nOn Monday XXXX XXXX, 2016 a rep from Wells left a notice on my door in which I called the number and it was for a payment. XXXX XXXX then called, while speaking to Her she had advised that Wells Fargo had submitted back in XXXX an inspection on the property. Mind you at that time I was n't even 2 months down and there already beginning the wheels rolling with foreclosure and went into explain what I had gone through for 5 years with Wells Fargo and the errors. \nI advised that if Wells was going to start foreclosure already without helping to see what happened with the title company and the calls to me telling me I had to resign my documents 6 months later to send me short sale and deed in lieu documents. \nI proceeded to tell XXXX XXXX that she really had no empathy for the position she worked. She really had the nerve to tell me why should she have empathy with me since im telling her what im doing. \nWELL LETS SEE MAYBE IF SHE WOULD HAVE RETURNED MY CALLS I COULD HAVE MADE A PAYMENT PRIOR TO XXXX XXXX AND NOT BE BACK WHERE I WAS 5 YEARS AGO. \nMAYBE IF SHE CARED A BIT ABOUT PEOPLE AND THERE HOMES AND INVESTIGATED MY CASE PROPERLY I WOULDNT BE BEING FORCED OUT YET AGAIN! \nIts apauling that Wells Fargo have people there that scream and yell. Not her. And This rep., mocking me and the whole process. \nDue to her mocking me and my situation I have asked for a new customer service representative that is n't rude, that does n't mock. \nI AM ALSO DEMANDING THAT THE PHONE CALLS BE REVIEWED AND LISTENED TO AND I WANT WELLS FARGO TO CLEARLY TELL ME THIS IS HOW THERE STAFF SHOULD TREAT PEOPLE.","date_sent_to_company":"2016-07-26T17:40:02.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"07840","tags":null,"has_narrative":true,"complaint_id":"2028843","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-07-25T17:52:17.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I proceeded to <em>tell</em> <em>XXXX</em> <em>XXXX</em> that she really had no empathy for the position she worked. She really had the nerve to <em>tell</em> me why should she <em>have</em> empathy with me since im telling her what im doing. \nWELL LETS SEE MAYBE IF SHE WOULD <em>HAVE</em> RETURNED MY CALLS I COULD <em>HAVE</em> MADE A PAYMENT PRIOR TO <em>XXXX</em> <em>XXXX</em> AND NOT BE BACK WHERE I WAS 5 YEARS AGO. \nMAYBE IF SHE CARED A BIT ABOUT PEOPLE AND THERE HOMES AND <em>INVESTIGATED</em> MY CASE PROPERLY I WOULDNT BE BEING FORCED OUT YET AGAIN!"]},"sort":[13.460111,"2028843"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1244,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1244}]}},"product":{"doc_count":1244,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":298,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":243},{"key":"Savings 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