{"took":1252,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":71,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3156770","_score":22.48405,"_source":{"product":"Mortgage","complaint_what_happened":"Our home was severely damaged during hurricane Florence. Our flood insurance went into effect and we received the insurance check for {$86000.00}. The check was issued to us and DITECH. We endorsed the check and mailed it to Ditech as requested by Ditech. Ditech received the money on XX/XX/2018. All paperwork has been submitted to Ditech that was required of us as homeowners. Per Ditech, the check has been issued and is to be sent to use for need repairs. We have yet to receive the check at this time after several time frames and delays have been stated by ditech. Our XXXX has started good faith repairs and has since had to reschedule do to the hardship of lack of payment. My family and myself are currently residing in a camper as our home is unfit for habitation, these delays have been truly inconvenient and unnecessary. Such delays have increased the exposure time of our home to hazards ie mold and mildew, increaseing further repairs and damages. Ditechs lack of communication and release of funds provided by our insurance company, has cause increased time frame for completion of repairs and possible loss of acquired XXXX. \nAny assistance that can be rendered for this current situation would be helpful, we do not know what other routes to take to return to our home.","date_sent_to_company":"2019-02-22T15:30:13.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"283XX","tags":null,"has_narrative":true,"complaint_id":"3156770","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2019-02-19T23:26:20.000Z","state":"NC","company_public_response":"Company believes complaint is the result of an isolated error","sub_issue":null},"highlight":{"complaint_what_happened":["Our flood insurance went into effect and we received the insurance <em>check</em> for {$86000.00}. The <em>check</em> was <em>issued</em> to us and DITECH. We endorsed the <em>check</em> and mailed it to Ditech as requested by Ditech. Ditech received the <em>money</em> on XX/XX/2018. All paperwork has <em>been</em> submitted to Ditech that was required of us as homeowners. Per Ditech, the <em>check</em> has <em>been</em> <em>issued</em> and is to be sent to use for need repairs."]},"sort":[22.48405,"3156770"]},{"_index":"complaint-public-v1","_id":"17157173","_score":21.728426,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a new Chase savings account on XX/XX/year>, and deposited my paycheck from XXXX XXXX. The paycheck was issued by Chase, the same institution where I opened the account. However, on XX/XX/year>, my account was closed, and I was informed that Chase could not verify the check. \n\nFollowing the closure, I made numerous attempts to help Chase verify the deposit. I provided the contact number on file, which is XXXX general hotline that can transfer calls to the payroll department. However, the Chase representative said they were not able to speak directly with anyone in payroll through that line. I then provided an alternative number that connects directly to XXXX payroll department, but I was told that Chase was not allowed to use any number other than the one listed on file. Chase also mentioned they would reach out internally to a banker who handles XXXX account, but when I followed up a month later, I was informed that this verification was never completed. \n\nLater, I was advised to visit a local Chase branch. Earlier this year, I met with a banker who verified my employment information, including my employee ID, my Chase credit card, and my official offer letter from XXXX. The banker then called Chase on my behalf and was told that my case had been updated and the funds would be released within a week.\n\nHowever, when I returned to the branch a week later to check the status, I was told there was no record of any release request. The same issue repeated again I was told to verify the check, even though I had already done so multiple times.\n\nIt has now been over two years since my account was closed, and Chase is still holding my paycheck funds without releasing or returning them. I find this unacceptable and unreasonable.\n\nIf Chase was truly unable to verify the check, it should have simply returned the check to me or to my employer, allowing XXXX to reissue a replacement check. Instead, Chase accepted the funds, closed my account, and has been holding my money without any valid explanation or timeline for release.","date_sent_to_company":"2025-11-12T01:54:31.000Z","issue":"Closing an account","sub_product":"Savings account","zip_code":"121XX","tags":null,"has_narrative":true,"complaint_id":"17157173","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-12T01:25:24.000Z","state":"NY","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["It has now <em>been</em> over two years since my account was closed, and Chase is still holding my paycheck funds without <em>releasing</em> or returning them. I find this unacceptable and unreasonable.\n\nIf Chase was <em>truly</em> unable to verify the <em>check</em>, it should <em>have</em> simply returned the <em>check</em> to me or to my employer, allowing XXXX to reissue a replacement <em>check</em>. Instead, Chase accepted the funds, closed my account, and has <em>been</em> holding my <em>money</em> without any valid explanation or timeline for <em>release</em>."]},"sort":[21.728426,"17157173"]},{"_index":"complaint-public-v1","_id":"9289821","_score":21.445026,"_source":{"product":"Checking or savings account","complaint_what_happened":"I recently deposited a cashiers check to Citizens Bank in the amount of XXXX $ from XXXX XXXX XXXX on XX/XX/XXXX. The funds was immediately placed on hold. After 3 days of this hold I called Citizens bank who stated the funds were on hold because they are waiting for verification from XXXX. I contacted the cashier check issuer who reached out to XXXX who stated they have sent the verification over to Citizens. I reached out to Citizens on XX/XX/XXXX to explain the XXXX has verified the funds, and I requested more information of why my funds were still being held. They commented we are waiting for the issuers bank to verify the funds. They also stated they will be placing the funds on an extended hold until XX/XX/XXXX to give them time to verify. I called in XX/XX/XXXX after receiving a letter in the mail that stated the funds will be on hold until XX/XX/XXXX pending verification to confirm that my funds would be released on XX/XX/XXXX. The representative placed me on hold to clarify with her supervisor that the funds would be released XX/XX/XXXX, the supervisor confirmed Citizens have resolved verification matters and my funds would be available XX/XX/XXXX. I checked today XX/XX/XXXX and my funds were still on hold. I called in to check why and they stated it will be on hold until XXXX. I have been speaking with supervisors and managers both in person and over the phone and no one can give me reasoning behind why I have still not receive my funds and why they are holding the check past federal regulations. As I mentioned prior this is a cashiers check which is basically cash value guaranteed money. Citizens still has not release the {$220.00} or {$5500.00} that is mentioned in their policy that would be released after a deposit and no one is giving me information of why my funds are still on hold. I have went in person to XXXX XXXX XXXXXXXX who has confirmed the check I have deposited is not fraudulent and states that they have sent over verification. I received this money from selling my vehicle and now XXXX cant get a hold of it. I truly hope you can help me to resolve this in a timely manner as I have emergency bills piling up as the days go on.","date_sent_to_company":"2024-06-18T18:08:00.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"44146","tags":null,"has_narrative":true,"complaint_id":"9289821","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2024-06-18T17:48:30.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits or withdrawals"},"highlight":{"complaint_what_happened":["I <em>have</em> <em>been</em> speaking with supervisors and managers both in person and over the phone and no one can give me reasoning behind why I <em>have</em> still not receive my funds and why they are holding the <em>check</em> past federal regulations. As I mentioned prior this is a cashiers <em>check</em> which is basically cash value guaranteed <em>money</em>."]},"sort":[21.445026,"9289821"]},{"_index":"complaint-public-v1","_id":"3531036","_score":21.270676,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2020 I made a check deposit of {$2500.00} to US Bank the teller told me funds would be available on XX/XX/2020. I checked my account on XX/XX/2020 and My funds were there. \nI started using my card after knowing my funds was available but they had decided to put a 7 day hold on the check after already releasing the funds to me. This check was issued to me by XXXX XXXX XXXX which is definately good and There funds are available to honor this {$2500.00} check. With me using my card for purchases and withdrawals US Bank decided to not credit my account for the funds they already credited me for and put my account in the negative and started charging me insufficient fund fees for no reason at all. I don't understand how they can give me my money and take it back and put it on a 7 day hold when the check I deposited was a good check. They could have easily call my customers bank to verify funds on the check i presented and Not give me money and take it back from my checking account. This has created a hardship for me cause now I have pending transactions on my account, overdraft fees on my account and they are holding my money now and my account is in the negative. This is truly poor business practices by US bank and should not never happened.My funds were available on XX/XX/2020 because I made a {$700.00} dollar atm withdrawal. My atm withdrawal would have been denied if funds was not available on this date.","date_sent_to_company":"2020-02-13T10:55:39.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85326","tags":null,"has_narrative":true,"complaint_id":"3531036","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2020-02-13T10:26:44.000Z","state":"AZ","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":["This is <em>truly</em> poor business practices by US bank and should not never happened.My funds were available on XX/XX/2020 because I made a {$700.00} dollar atm withdrawal. My atm withdrawal would <em>have</em> <em>been</em> denied if funds was not available on this date."]},"sort":[21.270676,"3531036"]},{"_index":"complaint-public-v1","_id":"17961155","_score":20.682833,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a savings dedicated account with XXXX XX/XX/year> for my child on XX/XX/XXXX, the funds were put into my savings account I immediately noticed that my savings account says negative {$990.00} XXXX which was truly alarming so I go up to the bank sat with the banker that opened the account we tried to figure out what the issue was. He stated it must be a IRS issue due to me being audited the month before caught the IRS XXXX times they stated it is not an issue on their behalf. We had set up a pay arrangement and XXXX  still waiting on the money they ordered it to be released so the banker goes and say OK it must be a Social Security issue so I leave the office cause Social Security XXXX in fact told me it is not a issue on their half. Its a bank issue so I called up to the bank told him what they told me he said lets wait until XXXX when the IRS gets their money released so on XX/XX/year> I go back up to the bank to speak with the banker because my checking account was back negative now we figured out that it was there was going to be a reverse fee XX/XX/XXXX and he also told me that he figured out why my account was in the negative and being held. He set up the savings account wrong that they thought that I was dead and thats why my account is- {$900.00}, XXXX. XXXX very much healthy and alive so XX/XX/year>. I emailed him and asked the same information. Whats the estimate of the money being released and what did the higher up say when he emailed them about the error that he made starting the account he apologize thanks for my patience and said that he was going to email them again and if he XXXX  hear anything by XXXX PM, he would call them directly I have not heard anything and XXXX getting impatient. This is starting to upset me because its been a total of XXXX  days without my money and I feel this is probable cause for a lawsuit due to it being a bank error on their end this is miss handling of my funds and XXXX  been more than patient trying and waiting for money that I XXXX  have to wait for.","date_sent_to_company":"2025-11-29T15:39:54.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"28214","tags":null,"has_narrative":true,"complaint_id":"17961155","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-29T14:55:24.000Z","state":"NC","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["This is starting to upset me because its <em>been</em> a total of XXXX  days without my <em>money</em> and I feel this is probable cause for a lawsuit due to it being a bank error on their end this is miss handling of my funds and XXXX  <em>been</em> more than patient trying and waiting for <em>money</em> that I XXXX  <em>have</em> to wait for."]},"sort":[20.682833,"17961155"]},{"_index":"complaint-public-v1","_id":"11954204","_score":20.11799,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I deposited a check through Cash App on XX/XX/XXXX, and it is still pending as of XX/XX/XXXX. I have called every single day since Friday, and no one has been able to give me a clear answer as to why my funds have not been made available. \n\nOn XX/XX/XXXX, a representative told me the check was approved and that my funds would be available today ( XX/XX/XXXX ). That was clearly false because my account still does not reflect the deposit, and the transaction remains pending. \n\nToday, I spoke with three different representatives, all of whom confirmed that my check was accepted/approved but refused to explain why I have not received my money. One representative claimed Cash App was \" waiting on the bank to release the funds, '' which makes no sensethis is a {$50.00} check from a company, and banks do not hold corporate checks like this for extended periods. If my check was truly approved, Cash App ( via XXXX XXXX XXXX XXXX XXXX XXXX ) should already have the funds available to credit my account. \n\nAnother representative attempted to change the subject by offering to file a complaint on my behalf instead of answering my direct question about where my money is. When I refused to be redirected and insisted on an explanation, I was placed on an indefinite hold. \n\nA third representative then told me the check was accepted but that my funds would not be available until XXXX XXXXwhich is not only an excessive delay but also suspicious, given that XX/XX/XXXX falls on a Saturday, which is not a business day. Additionally, I was told that Cash App can not cancel the transaction, preventing me from depositing the check elsewhere. \n\nAt this point, Cash App has failed to provide my funds, given misleading or false information, and refused to allow me to cancel the deposit so I can access my money another way. I need an immediate resolution to this issue.","date_sent_to_company":"2025-02-05T16:11:31.000Z","issue":"Problem adding money","sub_product":"Mobile or digital wallet","zip_code":"55418","tags":null,"has_narrative":true,"complaint_id":"11954204","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-02-05T15:39:27.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Today, I spoke with three different representatives, all of whom confirmed that my <em>check</em> was accepted/approved but refused to explain why I <em>have</em> not received my <em>money</em>. One representative claimed Cash App was \" waiting on the bank to <em>release</em> the funds, '' which makes no sensethis is a {$50.00} <em>check</em> from a company, and banks do not hold corporate <em>checks</em> like this for extended periods."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"issue":["Problem adding <em>money</em>"]},"sort":[20.11799,"11954204"]},{"_index":"complaint-public-v1","_id":"2762478","_score":19.836521,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had a revolving ( last four of the account number was XXXX ) and checking account with Bank of America back in XXXX. In XX/XX/XXXX I noticed drafts from my checking account in the amount of {$650.00} being taken for the past 10 months. I contacted Bank of America for further information and was informed that they were for a Life Insurance policy. I never gave authorization for such policy. I requested a copy of the  authorization and they indicated they did not have it. I demanded a refunded and they refused. They drafted {$6500.00} from my checking account total without authorization and then refused to refund their mistake. I had always kept on top of my financial obligations but was furious when they basically told me they could do what they wanted and that there was nothing I could do. At that point I closed the credit card and felt they had already taken the money that was owed to that card. I even told them that they by law owe me a refund because I never at any point gave authorization for any life insurance policy, they can take the money they owed me and pay off the credit card. That 's money I would have used to pay the balance had they not taken it!. They refused and I even had my attorney offer an additional {$1200.00} to release any and all claims BOA or it 's successors may have against me, which would have total more than what the balance was. That would have been {$6500.00} ( they owed me ) plus the {$1200.00}, giving them {$7700.00} to resolve the issue and remove it off my credit report. Just because they are a huge bank they should n't be able to get away with stealing and that is exactly what I feel this is. I have been fighting this issue since XXXX. If there is anything you can do to help me I would truly appreciate it.","date_sent_to_company":"2017-12-22T16:01:59.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"33703","tags":null,"has_narrative":true,"complaint_id":"2762478","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-12-22T15:35:45.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["That would <em>have</em> <em>been</em> {$6500.00} ( they owed me ) plus the {$1200.00}, giving them {$7700.00} to resolve the <em>issue</em> and remove it off my credit report. Just because they are a huge bank they should n't be able to get away with stealing and that is exactly what I feel this is. I <em>have</em> <em>been</em> fighting this <em>issue</em> since XXXX. If there is anything you can do to help me I would <em>truly</em> appreciate it."]},"sort":[19.836521,"2762478"]},{"_index":"complaint-public-v1","_id":"3678206","_score":19.73417,"_source":{"product":"Checking or savings account","complaint_what_happened":"For over 2 months I've been trying to resolve an account issue with TD Bank. Please refer to CFPB Complaint ID XXXX - XXXX filed on XX/XX/XXXX. After this complaint ( also submited to XXXX  ) I received a response from the Bank stating that they will proceed to release my funds after I let them know in which way. On XX/XX/XXXX I contacted Mrs XXXX XXXX at XXXX after trying for almost a week leaving messages and expecting a call back. At that time I agreed with Mrs XXXX that my funds for a total of $ XXXX.- would be inmediately released in a form of a check send to my physical address and the account permanently closed. Two weeks after this call and the promise that would take \" only a couple of days '' I still waiting for my money. Phone calls made to this lady and messages left haven't took me anywhere. This funds are from my Social Security direct deposit and have placed me in a situation to where some of my debts been left unpaid and charges being accrued. At this time they have kept my money for over 40 days and I expect to be compensated for this disruption against my will and good faith. My closest Branch it's about 50 miles away and since my Account still holds the status of \" frozen '' I'm unable to do anything else in my power to have what belongs to me. \nTruly hope that CFPB and XXXX  will help me disburse this Bank practices and prevent future potential clients from going through this unfair and truculent procedures.","date_sent_to_company":"2020-06-01T20:52:17.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33908","tags":"Older American","has_narrative":true,"complaint_id":"3678206","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2020-06-01T20:15:52.000Z","state":"FL","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":[".- would be inmediately <em>released</em> in a form of a <em>check</em> send to my physical address and the account permanently closed. Two weeks after this call and the promise that would take \" only a couple of days '' I still waiting for my <em>money</em>. Phone calls made to this lady and messages left haven't took me anywhere. This funds are from my Social Security direct deposit and <em>have</em> placed me in a situation to where some of my debts <em>been</em> left unpaid and charges being accrued."]},"sort":[19.73417,"3678206"]},{"_index":"complaint-public-v1","_id":"6449757","_score":19.361229,"_source":{"product":"Checking or savings account","complaint_what_happened":"I deposited a XXXX check that my father in law wrote to me XX/XX/XXXX. The next day my account was restricted. Citi bank asked to verify the funds, his bank wrote a letter to them. They accepted the funds and withdrew the full XXXX from his account XX/XX/XXXX. They told me they closed my account and will be issuing a check of the amount that is owed to me. To be on the look out for 30 to 60 days- the soonest I would receive a check would be XX/XX/XXXX, the latest XX/XX/XXXX. It's now XX/XX/XXXX, they're telling me to wait another 30 to 60 days. This couple months have been extremely hard on my family, we had to asked for donations for XXXX because of this situation. I'm barely making rent.. and because of all of this I'm literally on the edge of being evicted- I am falling behind on bills because they are holding my money XXXX. I have XXXX beautiful children under the age of XXXX whom I have barely been able to support. I want everyone aware of this situation. I don't wish this on my worst enemy. This is wrong. I truly don't know how they are in business. \n\nI have countless interactions with the business and the department that is handling my issue. As of XX/XX/XXXX they were waiting to hear back from the \" back office '' regarding the release of my funds and they would be sending a check asap. But come today- mind you- it's been the first time I've heard my account was closed TODAY and now I have to wait 30 to 60 days for my XXXX check. I can not wait any longer. I need this resolved. It has caused so much distress on my family and my children. \n\nI have contacted the XXXX  i am waiting for a response. I have contacted the XXXX. And I have reached out to XXXX XXXX","date_sent_to_company":"2023-01-17T16:25:25.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"26505","tags":null,"has_narrative":true,"complaint_id":"6449757","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-01-17T16:13:56.000Z","state":"WV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["I <em>truly</em> don't know how they are in business. \n\nI <em>have</em> countless interactions with the business and the department that is handling my <em>issue</em>. As of XX/XX/XXXX they were waiting to hear back from the \" back office '' regarding the <em>release</em> of my funds and they would be sending a <em>check</em> asap. But come today- mind you- it's <em>been</em> the first time I've heard my account was closed TODAY and now I <em>have</em> to wait 30 to 60 days for my XXXX <em>check</em>. I can not wait any longer. I need this resolved."]},"sort":[19.361229,"6449757"]},{"_index":"complaint-public-v1","_id":"8315989","_score":19.172009,"_source":{"product":"Checking or savings account","complaint_what_happened":"I deposited a check with Wells Fargo in XXXX, GA, on XX/XX/23, in the amount of {$5000.00}, and it was a settlement that I received from a class action lawsuit. The check was drawn on XXXX XXXX Bank, as the attorneys that handled my case were in another state. The bank stated that I would get {$220.00} the next day, and the other money would be available once the check clears. When I called to check on the funds a few days later, I was told that the bank was holding the check for verification. I communicated to the attorneys that the check was being held, and the bank wanted verification of the check from the bank. The check finally cleared, as the accountant for the law firm had told me, and I was able to use my debit card to spend the money that was available. My debit card somehow got lost, and I went into the bank to make a withdrawal. I was told there was a hold on me doing any withdrawals, because the check was suspicious ; however, I was able to transfer money into my XXXX account, and was able to order merchandise online from XXXX, and XXXX XXXX  My account at Wells Fargo was eventually closed, and my {$2800.00} (? ) was taken out of the account, but not sent to me. l called several times, and they claimed they needed verification to send the money to me. My money that XXXX XXXX sent me when they cashed the check!!! I have called back and forth, and no resolution to this day, except to get verification from them. XXXX XXXX cashed the check, and sent them the money, so what more proof do they need??? Furthermore, if the money was in question, then why was I able to use any of the money at all? I don't understand. These thieves are holding on to my money for no reason, other than being petty. Mind you, the individuals that handled my case at the XXXX law firm have been trying to get these people to give me my money, and they still resist. I need my money to live with. This has been going on long enough, and it is an illegal practice on Wells Fargo 's part. \n\nI filed a XXXX XXXX XXXX  claim on Wells Fargo, and this is the response that I got ... .When you make a deposit into your account, its our standard policy to place it on a brief hold until we verify the funds are available. Research shows a check deposit was made into your account on XXXX XXXX in the amount of {$5000.00}. \nAfter the check went through processing it came back as suspected to be altered. As a result, the checking account ending in XXXX was closed. We will attach the correspondence from loss prevention regarding this information. Since the remaining balance of {$2800.00} was from a suspected altered check, we will not be reimbursing the funds to you. \n\nMy problem with this issue is that no money would have been released to me, if the check was truly suspicious. Mind you, once again, I was able to use the money from my account freely, until they blocked me. Even when they blocked me, I was told by customer service that I could still use the funds, but that I could not withdraw money out of the bank, as I had attempted. Honestly, why was I able to use the money, if there was a problem? And, the money came from the check that XXXX XXXX cashed. Wells Fargo should not be allowed to get away with taking people 's money like this.","date_sent_to_company":"2024-02-09T16:58:27.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"31061","tags":null,"has_narrative":true,"complaint_id":"8315989","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-02-09T16:25:57.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["My problem with this <em>issue</em> is that no <em>money</em> would <em>have</em> <em>been</em> <em>released</em> to me, if the <em>check</em> was <em>truly</em> suspicious. Mind you, once again, I was able to use the <em>money</em> from my account freely, until they blocked me. Even when they blocked me, I was told by customer service that I could still use the funds, but that I could not withdraw <em>money</em> out of the bank, as I had attempted. Honestly, why was I able to use the <em>money</em>, if there was a problem? And, the <em>money</em> came from the <em>check</em> that XXXX XXXX cashed."]},"sort":[19.172009,"8315989"]},{"_index":"complaint-public-v1","_id":"2922139","_score":19.13278,"_source":{"product":"Mortgage","complaint_what_happened":"To start this complaint I must begin with, I had a burst water pipe in my home on XX/XX/XXXX. Our insurance company settled and issued a settlement check. We endorsed the check made payable to Our public adjuster myself and Roundpoint. My mortgage company Roundpoint furnished us at this time with the required forms that they needed to be completed so our insurance funds could be released. Roundpoint additionally requested a letter stating the experience I had to self preform the repairs to my property. I had a letter of intent to repair my property notarized as requested by Roundpoint.I sent these letters and completed forms with the endorsed check to Roundpoint mid XX/XX/XXXX. They confirmed they received these approx XX/XX/XXXX. We were informed at this point by a Roundpoint customer service supervisor on a phone call with our public adjuster that they would process these lettters, release the funds and we should have the check within 10 to 14 days. I hired a public adjuster to assist with the claim against my home insurance company. It has been approx 5 weeks, several phone calls later, two with our attorney and they still refuse to release the funds. Each time we call roundpoint, a Roundpoint associate in the claims loss dept will state they need additional information, we need to amend information that we have previously submitted or they are sending the information to processing to release the funds. All correspondence submitted to Roundpoint wether sent via fax or email takes 24 to 72 hours to be upload into their system for review per Roundpoint. Roundpoint stated on XX/XX/XXXX during a three way phone conference with our lawyer we had met the requirements for self repair and that the funds would be released on XX/XX/XXXX and we should have the check 5 to 7 business days later BUT we should call on XX/XX/XXXX to confirm the check has been processed for release. We called on XX/XX/XXXX and they denied to release the funds allegedly we failed to meet the requirements of XXXX XXXX and or we needed to furnish further information for XXXX XXXX who holds our mortgage. We initially had a conventional mortgage that was sold to Roundpoint, as of XX/XX/XXXX roundpoint has informed me that XXXX XXXX holds our mortgage. We called XXXX XXXX for direction on their policy and to discuss their denial to release our funds per Roundpoint and a customer service specialist from XXXX XXXX stated we have met their requirements and provided us with a copy of their policy ( insured loss event b-5-01 ). During my phone conversation with this XXXX XXXX customer support specialist, I was advised to proceed with a second level complaint ( case number XXXX ) against Roundpoint. The XXXX XXXX   customer support specialist stated they were not the reason as blamed by Roundpoint for our monies not being released. Roundpoint has never written any correspondence during this process, requesting additional information etc and when asked when we call they where going to notify us of their decision to withhold our monies? Roundpoint associates have continually advised it is our responsibility to check with the Roundpoint insurance loss claim dept regarding this issue. We requested the written policy of requirements for self repair and they have not provided us with this information. We have requested in writing and verbally information on the account our money is being held and they refuse to give us that information, one Roundpoint associate advised the money is gaining interest that will be sent to us upon settlement, another associate states the money is being held in an escrow account not an interest bearing account. We hired a public adjuster to assist with the insurance claim and he was named on the check sent to Roundpoint ( XXXX XXXX ) after four weeks waiting on his payment from the check sent to Roundpoint we contacted Roundpoint to find out the reason for the delay in his payment, we were then advised by Roundpoint they needed him to submit his XXXX and invoice to release his funds. He sent this information on XX/XX/XXXX, Roundpoint confirmed they received his information and would process his check for release immediately. XX/XX/XXXX we called Roundpoint to check on the status of his payment and they stated they did not receive his paperwork. Our lawyer resubmitted this information XX/XX/XXXX with the initial fax confirmation from XX/XX/XXXX. A Roundpoint associate advised it would take an additional 2 days to review the information and they could then send it to processing to release his payment. Roundpoint have now denied payment to the public adjuster stating they only pay contractors.Our lawyer requested an email from the associate confirming confirmation that they received the information. No email was sent the associate stated he was having technical issues. After speaking with XXXX XXXX  and finding out that we met their requirements for release of insurance proceeds payment myself and our lawyer called Roundpoint Mortgage Company back to question, not meeting XXXX XXXX requirements yet per XXXX XXXX we do. Our call was sent to a very rude associate who refused to connect our call to a supervisor to answer these questions. The call ended with Roundpoint claim loss dept is reviewing the latest letter sent XX/XX/XXXX, amended XX/XX/XXXXand resent to Roundpoint via email for release of payment and this will take 24 to 48 hours. Our attorney agreed with me to file this complaint, we truly believe when we call Roundpoint in two days after they have reviewed the latest submission requested there will still be additional information needed or some other reason not to release the funds. As of XX/XX/XXXX Roundpoint have issued to us an email from XXXX XXXX stating we are not experienced enough to repair our own home and we must hire a licensed contractor both conditions are above XXXX XXXX  own policy for loss incurred insurance policy. Yet either party will provide written policy for owner repair qualifications. Both myself and my wife have over 30 years and currently work in the construction industry. We have renovated and constructed several properties, we have renovated and upgraded several of the rooms in this property.","date_sent_to_company":"2018-05-30T16:15:56.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"334XX","tags":null,"has_narrative":true,"complaint_id":"2922139","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2018-05-30T15:50:38.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Roundpoint stated on XX/XX/XXXX during a three way phone conference with our lawyer we had met the requirements for self repair and that the funds would be <em>released</em> on XX/XX/XXXX and we should <em>have</em> the <em>check</em> 5 to 7 business days later BUT we should call on XX/XX/XXXX to confirm the <em>check</em> has <em>been</em> processed for <em>release</em>."]},"sort":[19.13278,"2922139"]},{"_index":"complaint-public-v1","_id":"8250194","_score":18.662243,"_source":{"product":"Checking or savings account","complaint_what_happened":"I need help! \n\nEvery single check I have deposited into ANY of accounts for the last 8+ months have had a 10 day hold placed on them. It doesnt matter which account, whether it be a savings account or a checking account, the bank will easily accept the checks ; however, once deposited, the next day I am notified that Chase Bank has placed a 10 day hold on my deposit. The way I was notified was by logging into my account and seeing that my account had a hold on it. I was not even given the courtesy of an email or a text message saying this had occurred. \n\nEvery single time this occurred, I would call Chase and do everything I could to get the check released. I have been denied access to my own money more times than granted access to it. Every title time I would call I was told I was randomly selected for a 10 day hold. I could understand this if that was truly the case. The Customer Service Representatives say the same statement that its complexly random. On one occasion, the Customer Service Representative told me a check issued by the courts through my Attorney was a fake check. My Attorney had to get involved in this and still, nothing came of it. Every single check Ive deposited has had a hold on it. This is not a random system, I am being discriminated again.\n\nI sell Real Estate and I also own rental properties. On many occasions I will have large sums of money coming and going from my bank accounts. Up until 8 months ago, I have never had an issue with any checks I've ever deposited! \n\nNow, because of the random out of control 10 day holds Chase Bank has placed on ALL of my accounts, MY BANKS actions, I have resulted in my credit being ruined, having credit cards shut off, having checks bounce and my staff 's payroll was denied. Every single instance this has happened, its all because of Chase Bank placing a 10 day hold on all of my deposits. \n\nI write to you today because I need help! As a single male I run a few businesses. Others depend on me for their livelihood. Chase Bank is deliberately causing much undue emotional and financial stresses and ruining not only my reputation, their actions are ruining my business.","date_sent_to_company":"2024-01-31T01:48:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"32207","tags":null,"has_narrative":true,"complaint_id":"8250194","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-01-31T01:33:22.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Every single time this occurred, I would call Chase and do everything I could to get the <em>check</em> <em>released</em>. I <em>have</em> <em>been</em> denied access to my own <em>money</em> more times than granted access to it. Every title time I would call I was told I was randomly selected for a 10 day hold. I could understand this if that was <em>truly</em> the case. The Customer Service Representatives say the same statement that its complexly random."]},"sort":[18.662243,"8250194"]},{"_index":"complaint-public-v1","_id":"11571189","_score":18.420156,"_source":{"product":"Mortgage","complaint_what_happened":"Sent all required documents along with our insurance checks from our claim due to Hurricane Milton to Freedom Mortgage for endorsements. We also included a pre-paid addressed return XXXX label per Freedom Mortgage process for tracking our own money. Freedom Mortgage endorsed and returned one check ( ironically, the one that is only for {$1400.00} ) with a letter that only states, enclosed is your insurance check ( s ) that we endorsed as you requested. There is no indication or explanation as to why they did not return our {$22000.00}. Upon calling Freedom Mortgage, we were told several different things, one was questioning the authenticity of the check, after confirming and being placed on a lengthy hold again, I was told that the processor requested another copy of the final report from our insurance company & that I am welcome to call back on Monday to ask if they received it. I asked if they can over night the check on Monday after I confirm received. I was told no, our process is 6-8 days to process, and once processed, they will send by regular usps with no tracking unless I send another pre-paid shipping label. I asked why they used my other label to send only one check ( the small one ) with no explanation why and was told I cant answer that. If there was an issue with our claim, Freedom should have done their due diligence to notify us. It doesnt make sense that one check was released but not both if there was truly an issue. \nI think Freedom mortgage is unethical, their representative XXXX is extremely untrained, disrespectful, rude and refused to provide necessary contact information for the processor to me. Based on the information I received from them after calling, I believe Freedom mortgage was trying to keep our check. By there deceit and delays, we have been put in a compromised position as we have already had our roof replaced at the recommendation from XXXX as they said the mortgage company just needs to endorse and we can let the roofing company know that payment has already been approved. XXXX has a net 30 day payment system that we will be in default of due to Freedom mortgage negligence.","date_sent_to_company":"2025-01-17T02:49:27.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"34711","tags":null,"has_narrative":true,"complaint_id":"11571189","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2025-01-17T01:40:21.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I asked why they used my other label to send only one <em>check</em> ( the small one ) with no explanation why and was told I cant answer that. If there was an <em>issue</em> with our claim, Freedom should <em>have</em> done their due diligence to notify us. It doesnt make sense that one <em>check</em> was <em>released</em> but not both if there was <em>truly</em> an <em>issue</em>."]},"sort":[18.420156,"11571189"]},{"_index":"complaint-public-v1","_id":"5394877","_score":18.116348,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2022, I deposited my first paycheck from my new employer. It was a paper check due to the company electing to complete a direct deposit verification with the account information prior to sending the funds to the incorrect account. I went to the drive-up teller window of my local Bank of America branch and made my deposit. I was informed that the funds would be available on XX/XX/2022. Some time later, based on my online transaction listing, a hold was put in place on my paycheck until XX/XX/2022. The amount was not over {$5000.00} which, to me, is an understandable amount to be concerned about given a high amount like that had not been deposited before. I attempted first to address the situation with Bank of America. The representative was informative and explained there was a hold and gave general reasons as to why it occurred when the teller stated that it would be available the next day. I then called the issuing bank of the paycheck and they confirmed that they already paid the check and there are now flags for returning the funds. I then called Bank of America again to complain and ask for help to get some sort of resolution or meet in the middle regarding this matter since the issuing bank has confirmed they have paid the amount. I asked if the bank could be contacted or the ACH be verified that the money was there. The three levels of support that I contacted kept repeating the same script and emphasized that there is nothing they are going to do to help this situation. I stated that it is causing financial, mental, and marital stress that there is no help occurring and all that was stated was an apology and nothing will be done. I then asked about automatic payments that I have coming to my account and how will these for sure bank overdraft fees will be handled. The second tier supervisor relayed that I will be responsible for those fees which will be taken out of that money once it is released. I complained that it did not make sense since they are holding the funds are not willing to help sort out that the funds truly are available from a PAYROLL check. There are no other phone numbers available for BofA to just file a complaint so I am adding it here for hopeful resolution for others because by the time this is addressed it will be too late.","date_sent_to_company":"2022-04-01T17:23:01.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"79934","tags":"Servicemember","has_narrative":true,"complaint_id":"5394877","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-04-01T16:47:03.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I then asked about automatic payments that I <em>have</em> coming to my account and how will these for sure bank overdraft fees will be handled. The second tier supervisor relayed that I will be responsible for those fees which will be taken out of that <em>money</em> once it is <em>released</em>. I complained that it did not make sense since they are holding the funds are not willing to help sort out that the funds <em>truly</em> are available from a PAYROLL <em>check</em>."]},"sort":[18.116348,"5394877"]},{"_index":"complaint-public-v1","_id":"4157519","_score":17.939362,"_source":{"product":"Checking or savings account","complaint_what_happened":"My issues is with JP Morgan Chase. On XX/XX/XXXX there was an automatic deposit made into my personal checking account in the amount of {$640.00}. However, this ACH deposit did not belong to me. After doing my own research of the description provided about the deposit, it was an unemployment payment from Colorado. I live in Indiana though! This ACH transaction was the beginning of all my issues. \nAfter those funds were deposited into my account, the account was flagged as fraud. Being that these funds were government issued I can understand that happening. But, what happened after and since leaves me in utter dismay of such a company. \nThe company CLOSED ( NOT SUSPENDED ) my account. They then WITHDREW ( NOT FROZE ) all the funds in my account. This all took place on XX/XX/XXXX. \nAfter the company WITHDREW all my funds, there were 3 transactions that I had previously made that posted. This then put my account in the negative of {$180.00}. \nI spoke with the Fraud Department several times over the courseof the next 1.5 weeks, due to being hung up on and customer service reps not knowing how to help me or giving me conflicting information from one person to the next. This was to try and determine how I can resolve any issues and have the money that belonged to me returned. \nIt was determined that I needed to provide documents of all my funds that were put into my account dating from XX/XX/XXXX to XX/XX/XXXX. This was to PROVE what amount of the previously WITHDRAWN money truly belonged to me. \nI gathered all necessary documents and had the scanned into my file or the system at my local branch office. \nThis process was repeated 2 times because after a month of repeatedly calling to check the progress, I was told these documents never made it to where they needed to be. \nIn XXXX I was speaking to a Claims Department representative who informed me that my previous fraud claim against the {$640.00} ( I was told previously I needed to file a Fraud Claim on this transaction in order to show it wasn't mine ) had never been processed. The previous claim was done the month before! So, I filed a new fraud claim against the transaction. This was done on XX/XX/XXXX. I received a letter with in days stating that this claim needed no action and the inquiry was resolved. Yet, no matter who I tried to talk to in any Department no one could tell me how the funds that belonged to me could be released. \nI also had been receiving collection letters and phone calls by this time over the negative balance on my account. But remember, it was only negative because the company WITHDREW all my money. \nSo, I would not pay off the account. That money and those funds the Collection Department was seeking was being held by the company already. \nFinally I received help by a banker at my local branch who was acting as a liaison for me. He tried very hard to figure out how to fix this issue, even though he couldn't fix it himself. \nIn early XXXX, he was told by a representative in the Claims Department that although I recieved a letter from them stating the inquiry was resolved, that only meant that it was resolved on my end ... that there was nothing else for ME to do. But that THEY had 90 days from the date of inquiry to release any funds belonging to me, as they may need to look into the claim further. ( WHAT! ) OK, so I waited until XXXX XXXX. I never heard from anyone and never received a refund. \nI then went to see that same banker. After being shifted through different departments on the phone with him there, we ended up speaking to the Fraud Department. They then stated that the Claims Department had not made the proper notes transfered into the system to the Fraud Department in order to give them permission to release my money. Their suggestion was to call Claims and tell them that I needed a 3 way call with myself, a Claims Representative, and a Fraud Representative all together in order to clear up any issues and finally get closure on this. \nI tried for 1.5 weeks with no results. The last Claims Department Manager I spoke to was on XX/XX/XXXX. This call ended with him being told by the Fraud Department that I needed to contact the Collections Department and resolve that issue now before they will look into how to release the money still owed to me from XX/XX/XXXX. As I've noted previously, those funds the Collections Department is after is being held by the company themselves. I have no intention on giving them more money! \n\nAt this point I feel that I have done everything asked of me. Called everyone I can and gone in person to speak with whom ever I could about this issue. \nReporting this claim is the next step at this point.","date_sent_to_company":"2021-02-22T19:30:37.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"46818","tags":null,"has_narrative":true,"complaint_id":"4157519","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-02-22T18:28:27.000Z","state":"IN","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["This call ended with him being told by the Fraud Department that I needed to contact the Collections Department and resolve that <em>issue</em> now before they will look into how to <em>release</em> the <em>money</em> still owed to me from XX/XX/XXXX. As I've noted previously, those funds the Collections Department is after is being held by the company themselves. I <em>have</em> no intention on giving them more <em>money</em>! \n\nAt this point I feel that I <em>have</em> done everything asked of me."]},"sort":[17.939362,"4157519"]},{"_index":"complaint-public-v1","_id":"2978405","_score":17.20909,"_source":{"product":"Checking or savings account","complaint_what_happened":"There a few companies involved in this issue. I've never felt so frustrated in my life with any company and I truly mean it. My friends and I decided we wanted to go to XXXX for a mini vacation. My friend found a good deal on XXXX. I was booking for my friend and I and the flight we chose was XXXX, unfortunately. When I went to finalize my trip, it did not go through because I supposedly did not have enough funds in my account. I couldn't understand why. I did have enough money on my account. I then check my BOA account and realize XXXX and XXXX were holding funds before I was able to even book, hence why it said I didn't have enough money. At this point I have tried to book about 5 times over the past 2 weeks and it has failed. That was the first issue. After countless hours on the phone trying to resolved this issue on the phone, which they couldn't help with because I didn't have a confirmation number or ticket number. I decided to give up on booking. As of XX/XX/2018, XXXX is STILL holding {$390.00}. They are holding funds for something that I don't have. I never booked, I don't have any record from their end, all I have is BOA holding funds from a merchant who is XXXX. I've called and even have cried on the phone because I'm so frustrated. This whole process seems super illegal to hold someone's funds without authorization. I have XXXX yr old daughter who needs groceries and I need to pay my bills and they have not been helpful AT ALL. NOT Bank of America, NOT XXXX and specially not XXXX. I feel so helpless and upset that no one cares. XXXX does not want to release my money and says that waiting is part of the process that is totally unacceptable. BOA is not willing to help either even though they are my bank and know the situation. No ones has gone over and beyond to help me. XXXX also has a \" sketchy '' partnership with another agency because XXXX mentioned they tried calling and the automated system wasn't even English, it was a foreign company. PLEASE HELP ME! Obviously money is these companies only concern not their clients. Please help me teach them a lesson.","date_sent_to_company":"2018-07-31T13:23:10.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"48228","tags":null,"has_narrative":true,"complaint_id":"2978405","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-07-31T12:37:18.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I then <em>check</em> my BOA account and realize XXXX and XXXX were holding funds before I was able to even book, hence why it said I didn't <em>have</em> enough <em>money</em>. At this point I <em>have</em> tried to book about 5 times over the past 2 weeks and it has failed. That was the first <em>issue</em>. After countless hours on the phone trying to resolved this <em>issue</em> on the phone, which they couldn't help with because I didn't <em>have</em> a confirmation number or ticket number. I decided to give up on booking."]},"sort":[17.20909,"2978405"]},{"_index":"complaint-public-v1","_id":"5672649","_score":16.67243,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I am submitting this matter as a new complaint because my original complaint was closed after XXXX submitted a response without clearly identifying their fault regarding the wrongful repossession of my XXXX XXXX XXXX XXXX. The original CFPB Case number is XXXX In its recent response ( attached ), XXXX states : >> '' The Check was received on XX/XX/XXXX, and we subsequently released our interest on the title to the Vehicle on XX/XX/XXXX. The Check was not processed by our bank and on XX/XX/XXXX, it was sent back to XXXX XXXX  '' .<< This language is very misleading and dishonest. XXXX is intentionally using vague language to cover its XXXX by cleverly stating \" the check was not processed by our bank ''. Checks aren't simply \" not processed ''. When a cashiers check is not processed, someone is to blame. In this case it is clearly XXXXXXXX XXXX fault. \n\nFor many weeks they have been telling me \" the check was returned ''. Saying a check was returned implies wrongdoing by the customer- usually meaning a bad check. XXXX is now trying to avoid admitting wrongdoing by using vague language. \n\nToday I found out that the cashiers check was not processed by XXXX XXXX bank because XXXX failed to endorse the check properly when they deposited it. Endorsing a check for deposit is a most basic function in the banking industry and XXXX should have known better. The cashiers check was returned to XXXX because of its own fault. The check was NOT returned to XXXX XXXX but to XXXX. Everyone knows that when a check is returned, it is not returned to the issuer- it is returned to the payee. All they had to do was properly endorse the check and re-deposit it. I have no idea where the check is now, but it is not at XXXX XXXX and the funds have not been in my account for many months. \n\nXXXX intentionally fails to state who or why the check was returned as they are trying to cover up the fact that this was all caused by their failure to implement basic industry standards. Instead, they waited eight months and simply took my car. \n\nOn the day after the repossession of my vehicle, I called XXXX and spoke to agent \" XXXX '' badge number XXXX. On a recorded line, he stated that my car had been repossessed because the check had been returned for \" Non-Sufficient Funds ''. This is false and, again, XXXX is demonstrating extreme XXXX \n\nIn order to justify their error they attempted to blame me for having written a bad check. This is really outrageous! At no time did anyone at XXXX have any evidence to support that a CASHIERS CHECK was returned for Non-Sufficient Funds ''. I sent a cashiers check willingly and of my own decision- not because XXXX required it. Cashiers checks are rarely, if ever, returned NSF. I did not pay with a personal check. The money has not been in my account since XX/XX/XXXX and XXXX took action against me and denied me possession of my car. \n\nXXXX also states : >>Thereafter, it appears a repossession attempt was made on your Vehicle ( which possession of the Vehicle was immediately returned to you, and you currently have possession of the Vehicle ) .<< This is another false and misleading statement in a blatant effort to downplay what XXXX did. XXXX did not \" apparently attempt a repossession on my my vehicle ''. XXXX ordered a repossession of my car, eight months after I paid it off entirely. They entered the parking garage at my workplace by opening a gate to gain access and a full repossession took place. \n\nXXXX did NOT immediately return the vehicle to me. Instead, I was forced to go to the XXXX XXXX XXXXXXXX Police Department that very afternoon with a copy of the vehicle title in hand. The investigating XXXX called the repossession agent and explained the situation on the phone. After a phone call back to both myself and the police officer, the repo agent stated that XXXX refused to authorize releasing the vehicle to me. \n\nThe next day I received a phone call from a XXXX agent asking me to give her the mileage on the car because they needed that in order to request a new certificate of title because they would be liquidating the car at an upcoming sale. I hung up the phone. \n\nConsequently, I frantically contacted the repo agent again and provided proof of the title with the release of lien and he delivered the car back to me AT MY REQUEST. XXXX did NOTHING to make this situation right. \n\nCurrently, XXXX is alleging that they still have not received the funds. This means that I am possibly at risk of having my credit report negatively impacted. Given the absolute XXXX I have witnessed from XXXX, I am truly concerned about how much more damage they may yet still cause against me.","date_sent_to_company":"2022-06-15T17:52:03.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Lease","zip_code":"33143","tags":null,"has_narrative":true,"complaint_id":"5672649","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Santander Consumer USA Holdings Inc.","date_received":"2022-06-15T16:25:50.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem when attempting to purchase vehicle at the end of the lease"},"highlight":{"complaint_what_happened":["Given the absolute XXXX I <em>have</em> witnessed from XXXX, I am <em>truly</em> concerned about how much more damage they may yet still cause against me."]},"sort":[16.67243,"5672649"]},{"_index":"complaint-public-v1","_id":"3223159","_score":16.596643,"_source":{"product":"Mortgage","complaint_what_happened":"Franklin American Mortgage Company ( FAMC ) is inappropriately handling our mortgage escrow account in two ( 2 ) respects : ( 1 ) wrongful withdrawal and wrongful retention of a loan installment and ( 2 ) wrongful retention of our escrow funds, both occurring after our mortgage loan was fully paid. \n\nFAMC acted wrongfully and likely illegally. FAMC misled us by making untrue representations and has violated its fiduciary duties owed to us as its customers with respect to our escrow funds and money wrongfully withdrawn from our daughters bank account. \n\nOur daughter lived in and owned ( with us to ensure successful financing ) a XXXX condo. FAMC held the mortgage on the condo until the condo was sold and the mortgage loan paid in full on XX/XX/2019 ( the payoff date is reflected on FAMCs records ). \n\nA. Wrongful withdrawal of installment after loan fully paid. \nDespite the payoff, FAMC withdrew {$1200.00} from our daughters checking account on XX/XX/2019 by means of an automatic withdrawal to pay the next installment which of course was not and is not owed. Our daughter has not yet been reimbursed for that wrongful withdrawal. We have spoken with several mortgage service individuals, not all of whom have been truthful. Reading online consumer complaints against FAMC, we believe this is yet another in a series of illegal acts and thus part of an ongoing illegal pattern or practice of holding money of others as long as possible to the benefit of FAMC and to the detriment of consumers such as us. \n\nUpon learning of the wrongful XX/XX/XXXX withdrawal, we called FAMC XX/XX/2019 and were told a check would be promptly issued and mailed to our daughter. That statement was not true. No check for that wrongfully withdrawn amount was issued or mailed. \nOn XX/XX/2019 : 1 ) We called again and spoke with XXXX ( badge # XXXX ), who said the check had been issued and mailed ( which was not true - we learned last week that a {$1200.00} check was prepared on XX/XX/XXXX and would be mailed XX/XX/2019 ). \n2 ) XXXX said that because we had not received the ( nonexistent ) {$1200.00} check, FAMC would issue a stop payment order on the check, re-issue it and we should expect to receive the new check around XX/XX/XXXX-XX/XX/XXXX. That statement was not true. \n3 ) Our daughter updated her mailing address with FAMC and her mail is still being forwarded, so an address change is not an issue. \n\nOn XX/XX/2019, we called again because we had not received the {$1200.00} check. \nWe were told : 1. Due to our call on XX/XX/XXXX, the reimbursement check for FAMCs wrongful withdrawal ( {$1200.00} ) was never mailed, but instead that amount was returned to escrow. That statement was not true. \n2. It would take two ( 2 ) business days to issue a check and it would be over-nighted no later than XX/XX/XXXX, so we could expect it by XX/XX/XXXX. That statement was not true. \n\nOn XX/XX/2019, we called and spoke with XXXX. According to XXXX, the reimbursement check for FAMCs wrongful withdrawal ( {$1200.00} ) was still pending and should be issued/mailed by Saturday XX/XX/XXXX. He checked account file notes and reported there were none about over-nighting this check. He suggested we call back on XX/XX/XXXX ( a Saturday ) to obtain the tracking number for the reimbursement check to be mailed XX/XX/XXXX. XXXX asked that the mail department rush the check, but he could not promise his request would be granted. \nWe called XX/XX/XXXX and spoke with XXXX. The reimbursement check for your wrongful withdrawal ( {$1200.00} ) was allegedly issued and mailed XX/XX/2019. We are impatiently awaiting its receipt ( not received as of XX/XX/XXXX ).\n\nB. Wrongful retention of escrow funds. \nOur escrow account balance after the loan was paid off equaled {$1300.00}. That balance ( our money ) should have been released to us immediately. FAMC is still wrongfully holding those funds as well. \nOn XX/XX/2019, XXXX ( see above ) told us a check for the escrow balance ( {$1300.00} ) had already been mailed on XX/XX/XXXX. All of our daughters mail has been forwarded to her, with the mysterious exception of the alleged FAMC mail allegedly containing the escrow account balance check. \nDuring the XX/XX/XXXX telephone conversation noted above, we were told the remaining escrow balance check ( {$1300.00} ) mailed on XX/XX/XXXX was not truly late because it takes up to 5 business days for an FAMC check to be placed in the mail and from that point it could take up to 10 business days to arrive through the mail ( 15 business days = 3 weeks ). \nService representative XXXX had no explanation why we had not received the escrow balance of {$1300.00}. XXXX reiterated it had been mailed on XX/XX/2019 and gave us the checks number allegedly, XXXX. XXXX offered to stop payment on that check and re-issue it. We decided to wait through the week because of the allegedly and abysmally slow FAMC mail process and because we did not want to wait another month to receive this check. Neither check has been received. \nAs noted above, we called XX/XX/XXXX and spoke with service representative XXXX. She represented that XXXX will not even issue a stop payment order on the allegedly issued and allegedly mailed check # XXXX for {$1300.00} until XX/XX/2019 and that the check will be expedited for issuance, meaning it may be mailed in early XX/XX/XXXX! \nFAMCs actions are an excellent example of how a fiduciary is NOT to handle anothers money. \nFAMC inappropriately removed money from our daughters bank account after the loan had been paid in full. FAMC has inappropriately retained ( and is today still inappropriately retaining ) our escrow funds. Considering online complaints about FAMCs practices, we suspect this is being done intentionally and on a system-wide basis, thus constituting a pattern or practice of deception designed to make far more money for FAMC than any single customer can likely recover from FAMC. Has FAMC taken a page or two from XXXX XXXX playbook? Shame on FAMC. It knows better and certainly can do better.","date_sent_to_company":"2019-05-07T14:53:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"838XX","tags":"Older American","has_narrative":true,"complaint_id":"3223159","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2019-04-25T22:50:58.000Z","state":"ID","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["That balance ( our <em>money</em> ) should <em>have</em> <em>been</em> <em>released</em> to us immediately. FAMC is still wrongfully holding those funds as well. \nOn XX/XX/2019, XXXX ( see above ) told us a <em>check</em> for the escrow balance ( {$1300.00} ) had already <em>been</em> mailed on XX/XX/XXXX. All of our daughters mail has <em>been</em> forwarded to her, with the mysterious exception of the alleged FAMC mail allegedly containing the escrow account balance <em>check</em>."]},"sort":[16.596643,"3223159"]},{"_index":"complaint-public-v1","_id":"7888610","_score":16.421944,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the evening of XX/XX/XXXX, I deposited a check in the amount of {$12000.00} issued to me by the United States Treasury at the XXXX, MA Chase Bank ATM, inside the lobby, into my personal checking account. The check was unendorsed as there was no signature line on the back of the check, thus I did not sign it. By the end of the next business day XXXX, my checking account was frozen by XXXX. I was contacted via text message by the bank on Saturday XXXX that my account would be closed for fraud if I did not contact them immediately. As it was a weekend, this was impossible. On Monday XXXX, I contacted XXXX XXXX and was given no information- only that the check was \" on hold '' and therefore there's a waiting period until XX/XX/XXXX at a minimum. For the next several days, I continued to try to get answers from customer service or the fraud dept as to what was happening to my account, why, and what was happening with the check as well because all I was told was that there was a waiting period and nothing could be done until the following week. At this point, I went down to the branch to seek assistance. I presented a letter to XXXX from the IRS indicating the reason I was issued the check, which included an amount ( {$12000.00} ) that was near to the amount on the check, but did not match by a difference of {$87.00} because the check had included additional interest that was owed to me. Over the course of the next week, I was told contradictory information by bank employees about where the check funds were, why my account was frozen, and some explanation about XXXX XXXX back-end systems where XXXX system said the funds were available/settled in my account and another that said they were unavailable/frozen but that the systems couldn't be reconciled and no one could help. No answers were ever reached that week or the following- XXXX XXXX claimed that they contacted the IRS and couldn't verify the check amount. Upon speaking with the IRS, I was told that the IRS would not tell the bank such information. On XX/XX/XXXX, I was informed by XXXX that my account would be closed the following day ( due to \" fraud '' ). On XX/XX/XXXX, I went down to the XXXX, MA XXXX and spoke with a Regional XXXX who was able to work with a backend team to release the funds I had previously in my account ( prior to XXXX ) by transferring those to my savings account, in addition to other payroll funds that had been received during this time period. XXXX then manually removed the check funds in the amount of {$12000.00} from my checking account via \" Debit DDA - Check Charge '' on XX/XX/XXXX. Where these funds were transferred to? I was never told, but in order to transfer them out, they needed to have been received in the first place ( aka real funds ) and settled at XXXX ( which also happened ). I was contacted the next day by XXXX to say that they were not closing my account after all and I was free to continue to use it. I contacted the IRS multiple times over the next few months in order to open a claim with them to be reissued a check based on the funds that XXXX should've returned to the them. These removed funds were never returned to the IRS. So far, all I've been told to date by the IRS is that the bank has the money because the check did settle at XXXX. XXXX has now held these funds for months without conclusion, nor have they returned the money back to the government for reissue to me. If the check was truly fraudulent, the IRS would've denied the cashing of the check. As they did not do that and the funds are sitting at XXXX as they have been since XX/XX/XXXX ( or earlier ), the check was indeed valid. Lastly, because I don't have a definitive answer from the bank on this, if it wasn't labeled as \" fraud '' by XXXX and simply following the process for the deposit of an unendorsed check, the funds would've been returned to the IRS many months ago. This has still not happened.","date_sent_to_company":"2023-11-21T18:58:44.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"023XX","tags":null,"has_narrative":true,"complaint_id":"7888610","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-11-21T17:48:28.000Z","state":"MA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["So far, all I've <em>been</em> told to date by the IRS is that the bank has the <em>money</em> because the <em>check</em> did settle at XXXX. XXXX has now held these funds for months without conclusion, nor <em>have</em> they returned the <em>money</em> back to the government for reissue to me. If the <em>check</em> was <em>truly</em> fraudulent, the IRS would've denied the cashing of the <em>check</em>. As they did not do that and the funds are sitting at XXXX as they <em>have</em> <em>been</em> since XX/XX/XXXX ( or earlier ), the <em>check</em> was indeed valid."]},"sort":[16.421944,"7888610"]},{"_index":"complaint-public-v1","_id":"5955420","_score":16.25737,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have a credit card XXXX  issued through Wells Fargo Bank with a credit balance of {$12000.00}. I had recently issued a payment to the card on XX/XX/XXXX to which totaled {$8000.00}. This was reflected and shown on the account transaction list through my online banking account, the following business day. About a month later, I attempted to charge the card again with a smaller transaction amount to find that the place of business I was attempting to charge with, noted the card was declined. To what was my knowledge, credit was more than available due to keeping up on payments and seeing them apply on my online account. The balance on the card at the time said of transaction, was close to only {$2500.00} - XXXX, leaving much left on the credit line issued to the card. The transaction attempted to be charged only totaled {$1400.00}. The declined message continued to be received and thus led to calling Wells Fargo directly to check and see if there was a transaction limit newly placed or what the issue might be. My wife and I were transferred between multiple people and departments and became extremely frustrated when we were told that the payment made on XX/XX/XXXX in the total of {$8000.00} was NOT applied to the account and was being held for 30 days. Asking for reasons as to why this was being held and reasons why I was not notified of this hold in funds issued by the bank, prior to me having to call almost a month later, was left unanswered. The representatives could not provide an answer as to where the money was or why it was being held and noted they could not release it until the 30 day mark hit, which was noted to be on XX/XX/XXXX. They advised they typically have a button to click in order to request a release sooner then noted and that this was not available at the time of our call as well. Further, more transfers took place and I finally reached a case manager who was still unable to assist in providing any information whatsoever other than that the RISK department placed the hold on the payment issued to my account and the only way to get a resolution was to open a case claim and we would then have to wait another 7-10 business days for a response at minimum. The funds were finally released as noted on XX/XX/XXXX. \n\nI find this being a poor way of doing any kind of business given that there was absolutely no notification on this hold of payment and no reasons as to why it was being held. The payment was made online through the Wells Fargo online banking account and was issued through my personal bank account, to which was previously verified by Wells Fargo, for processing etc. per their regulations and protocols. The verification was done through their trial deposit and credit system. These test transactions they issued were reported as requested by Wells Fargo and thus having our account being verified for ease of online payment ability PRIOR to the payments being issued and withheld. Given no notice on the hold for payment, this could have caused many issues in expecting funds to be available and not having them truly be without any knowledge of such. I believe each consumer should be notified if a payment they willingly issue on time or prior to dates due is being withheld and not applied to the account as shown directly on the consumer end. When I see the payment reflected on my account, this shows me it has been applied to the account balance. Why it was not notified of being held and why it's been reflected on the client end while still being held against the account, I believe is wrongful practice. I am reporting this issue and experience as I find this to be a huge issue that may affect others as well. I have been advised by an alternate banking institution that this practice is not fully legal and that the consumer must be notified upon a hold of any payment or debit from an account through a banking institution and that partial funds should have been released if anything prompted a hold for risk factors up to a certain amount. The funds were being held directly by Wells Fargo and not third parties. I have yet to receive an answer as to why the funds were held or any light shed to the situation and having to wait yet another so many business days to obtain any answers. Further disclosure was received that we should have some sort of update by XX/XX/XXXX as per attachment.","date_sent_to_company":"2022-09-06T17:38:34.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"816XX","tags":null,"has_narrative":true,"complaint_id":"5955420","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-09-06T17:05:40.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I am reporting this <em>issue</em> and experience as I find this to be a huge <em>issue</em> that may affect others as well. I <em>have</em> <em>been</em> advised by an alternate banking institution that this practice is not fully legal and that the consumer must be notified upon a hold of any payment or debit from an account through a banking institution and that partial funds should <em>have</em> <em>been</em> <em>released</em> if anything prompted a hold for risk factors up to a certain amount."]},"sort":[16.25737,"5955420"]},{"_index":"complaint-public-v1","_id":"16825807","_score":16.082966,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been a member of credit karma for over 4 years now. I have a direct deposit of my monthly service connected XXXX check that I receive every month from the Veterans Affairs Treasury department for a XXXX that originated from my military service. This deposit has been set to be deposited in this account since XXXX or XXXX of XXXX Credit karma has an incentive program that they offer in which the longer you have an active direct deposit setup with your account, Credit karma will release your funds into your account early. The longer the direct deposit is setup, the sooner you can receive your funds. The max you can receive funds up to is a week early max. First off, I never asked to receive this promotion. Credit karma took it upon themselves to begin doing this. I never had any issues with this up until around XXXX or XXXX of XXXX. When I began my last full-time job in XXXX of XXXX, I originally had my weekly direct deposit also being direct deposited into the same account. However, at that time the only way to reach Credit Karma was via email, and it took forever to hear a response. I didn't like that It was soo difficult to contact a company that held my money, and I let my opinion be known to credit karma. I received no response to my inquiry, so I moved my weekly direct deposit from my job and opened up a XXXX  checking account. I left my monthly direct deposit alone because at this time I was receiving my monthly XXXX check 1 week early. That is until after I moved my weekly direct deposits to a different bank. After I did that the days began to vary anything from 3 to 7 days before the XXXX. At the time this was a slight neusance only on weeks where my full. Time job was slow. However, I lost my job due to a XXXXXXXX injury this XXXX, and used my XXXX XX/XX/XXXX XXXX XXXX  to go back to trade school. I have been enrolled and an active student since XX/XX/XXXX. I do not currently have a job and I am currently living on a fixed monthly income that is disbursed from the Veterans Affairs Treasury department on the XXXX  of every month. For the last 4 months my deposits have varied anywhere from 3 to 7 days early. With credit karma not releasing these funds on a consistent basis every month, wether it be early or on-time does not matter to me. I just need it on the same day every month, so I can set a proper monthly budget and manage my finances accordingly. 3 out of these last 4 months I have gone without food or gas for the entire last weekend. Along with that, im currently in the middle of a bitter divorce. I have contacted customer support at least 100 times and every time its always the same exact carbon copy response. I truly dont believe they train their customer support agents on anything. Ive been hung up on, transferred back and forth countless times. Worst of all, I have been consistently told this same lie every single time over and over and over. That my direct deposit is most likely being delayed by external issues outside of credit karma. Idk about you, but i have absolutely no earthly idea how an external situation can dictate how a company chooses how early they will release someone's funds into their account. And as for any warning about any change in this, none was ever given. I am currently looking for a different financial institute to bank with currently and can not wait to get away from credit Karma. I feel like they allure to people who are new into finances and people with bad credit. Once they get them enrolled they offer little to no personal customer service. Anything that hurts their bottom dollar line on their quarterly reports they discard. They're customer service is not professional or competent at their jobs at all. I truly believe this issue i am having with the inconsistentcy on when I receive my direct deposit is a direct response to me moving my direct deposit to a different bank. I've expressed numerous times to credit karma how this puts me in a bind, and to be truthfully honest I feel like they are doing it deliberately because they know the situation it does cause me, and they do it deliberately because they know there is nothing I can do about it except leave. Which at this point I feel like that's what they want. To get rid of me, because I have called them on their XXXX  numerous times, and they know they cant lie to me anymore. Easiest solution is to XXXX me off to the point of leaving. Which is why I am contacting you guys.","date_sent_to_company":"2025-10-26T23:53:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"28214","tags":"Servicemember","has_narrative":true,"complaint_id":"16825807","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2025-10-26T23:04:07.000Z","state":"NC","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I <em>have</em> <em>been</em> a member of credit karma for over 4 years now. I <em>have</em> a direct deposit of my monthly service connected XXXX <em>check</em> that I receive every month from the Veterans Affairs Treasury department for a XXXX that originated from my military service."]},"sort":[16.082966,"16825807"]},{"_index":"complaint-public-v1","_id":"2483139","_score":16.031761,"_source":{"product":"Checking or savings account","complaint_what_happened":"This concerns funds that were withdrawn from my money market account on  XXXX   XXXX  for {$1800.00}. This amount corresponds to a third-party check I had deposited for my close friend on Wed,  XXXX   XXXX  at the  XXXX   XXXX  branch. After he called the issuing bank to verify the funds, I offered to deposit it for him as he needed to pay bills and his bank would take too long to clear. Ive maybe done this a handful of times in the  20+  years Ive had this account.     I gave him what was available at the time of the deposit  ( {$300.00} ) and we agreed we would look again on Friday. On th at evening, I signed onto my account on my computer and was unable to see any of my accounts. I then tried  my iPhone, which also w as a dead end. Figuring there was a system outage, I called tech support hoping to get an answer as to when I would be able to sign in again for access to account information. From that conversation, I was transferred to the  Fraud  department, where I was informed the check was fraudulent. I was obviously taken aback as my friend had called to verify the check before giving it to me. I was told my accounts would be frozen for 5 days in order for the check to cycle through, which I was told meant clearing the bank system ; I was told to expect that process would last until Monday. My account would be restored after that.     On Monday afternoon,  XXXX   XXXX , I rang the fraud department again and was told everything had cleared through and they would unlock my accounts. Later on, I signed on to check my accounts. At this point, the balance, including the remainder of the {$1800.00} was still there. I was confused but thought if the check truly was fraudulent, why would they leave the balance in there entirely available? It must have meant the checks funds had cleared the payee bank after all. This was good news to my friend who was frantic for the paycheck that had take n 1.5 mo nths to get, holding up bills he needed to pay. I went to the bank to withdraw the rest of money for him to a sigh of heavy relief for both of us. Additionally, the person from whom he had been calling all weekend to get information why his check would be fraudulent texted him to say he saw the check had cleared and that the matter was closed.     The next evening, I went to look at my account because what I had in there was earmarked to be withdrawn. I was shocked to see at the end of Monday, the bank had debited the entire {$1800.00}. That put me out by that amount for a withdrawal I needed to make.     I feel the bank has now put me in a very precarious situation. How does it unlock an account with what was claimed a fraudulent transaction and the leave the entire amount there? In doing so,  Citibank cre ated confusion and clouded the entire episode it put me through. If the check was fraudulent, why had freezing my account to cycle the check through not result in its removal when the account was released back to me? Why then, put me through that ordeal? It makes absolutely NO sense. From the customers standpoint, one would logically conclude the problem was cleared up. Furthermore, the person I spoke with i n Fraud that Mond ay who released my account said nothing to the effect of You will see that check amount still in there, Please do not use it as it will be withdrawn when the account settles at the close of the day. No warning. No advisement. No mention. Nothing.     At that point, my friend had already used the funds to pay his bills and has been unable to get remuneration from the checks payee. He can not reach them. I am out {$1800.00}, which I feel is due  to Citibanks a ction - or in this case, non-action. The bank turned my account to me with funds that were totally cleared and available, thus making its status extremely deceptive. On top of that, I had no money that past weekend to do anything since my accounts were frozen. I would expect in all the time I was inconvenienced, everything would have been cleared up and handed back to me corrected. Later in  XXXX , I got the attached debit advice after it had all happened, which is ridiculous that it came so untimely.     I wrote t o Citibank  on  XXXX   XXXX , sending copies of the letters via registered mail to my branch, their Fraud depart ment in MD ( the office to where I was directed ), and to the CEO of the bank. I 've not heard from anyone in over a month. It is bec ause of this reticence, I feel I must take additional action and get help for other sources. The a mount may see m insignificant to them, but for me, it is a large chunk of money I 'm out. I hope you can help me with this issue.","date_sent_to_company":"2017-05-12T18:38:38.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"10014","tags":null,"has_narrative":true,"complaint_id":"2483139","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-05-12T17:55:47.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The a mount may see m insignificant to them, but for me, it is a large chunk of <em>money</em> I 'm out. I hope you can help me with this <em>issue</em>."]},"sort":[16.031761,"2483139"]},{"_index":"complaint-public-v1","_id":"8951929","_score":15.695363,"_source":{"product":"Mortgage","complaint_what_happened":"on XX/XX/XXXX my home suffered a flood loss due to a washing machine malfunctioning, I contacted my insurance and they issued a check for the repairs with both myself and LoanCare Mortgage on it I then tried to get someone to repair my home as it was unlivable since all first floor flooring had to be removed and all walls were damaged, I went to my mortgage company and asked for money for a XXXX to start the repair but since the mortgage company would only pay 25 % up front no one was willing to take the job, I was displaced from my home for roughly 7 weeks at which time a friend of my family told me to contact XXXX XXXX who was having a garage built in the back of his home and ask if he could help, I contacted XXXX XXXX and he informed me that he couldn't get involved unless the insurance company agreed to the repair without having to deal with the mortgage company as they weren't allowing enough start up funds to start the job, so I contacted my insurance agent XXXX XXXX XXXX with XXXX XXXX on the line and they told him that if he repaired the property that they would cut them a check once the job was completed and they received pictures and invoices for the work, at which point XXXX XXXX became responsible for our repair and it started on XX/XX/XXXX and was was completed XX/XX/XXXX once the job was completed and all requested documentation was provided XXXX XXXX informed me that my mortgage company told them not to pay the XXXX directly but to send the check with them listed on it, I understand this is a standard practice so that isn't the problem the problem comes in where LoanCare has repeatedly pushed the goal post back when it comes to paying XXXX XXXX his money back who was the guarantor on my home repair, he became responsible and had to pay XXXX on XX/XX/XXXX to the contractors on my behalf for my home repair and has repeatedly requested his money back, it has gotten so bad that XXXX XXXX went and filed a XXXX against my home to try and recover his funds, I do not blame him as he had to pay for someone else 's home and hasn't been reimbursed, this has been a total disaster as far as me and my wife are concerned we are both XXXX  and the stress is unending, I understand that mortgages have rules but they have now been in possession of the check since XXXX and it is now almost 2 months later that we have owed for the repair and as i previously stated they keep moving the goal post. They told me to send the the invoices and the would pay him then they told me that they would send a check the next week and so on and so on and this has been going on for almost 2 months and 15 phone calls, the reason am filing with you is that i looked on line and see that this is a standard practice of this company and this type of behavior needs to be addressed I can not fault XXXX XXXX for wanting to be reimbursed for a good deed that he did for me but I also don't feel I should be penalized for this situation when all the mortgage company has to do is pay this man, it should be noted that the mortgage company has the check sitting in escrow gathering interest i assume, also it should be stated that the water mitigation company who i never agreed to pay XXXX was partially paid and they did not run into the 2 party check rule, the only person this seems to apply to is the person who truly got my house back to livable, the mortgage company has sent out their inspection people and they praised the job that was done to repair my home so why won't they release funds for XXXX XXXX.","date_sent_to_company":"2024-05-07T21:31:27.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"28120","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8951929","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2024-05-07T18:19:14.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["not blame him as he had to pay for someone else 's home and hasn't <em>been</em> reimbursed, this has <em>been</em> a total disaster as far as me and my wife are concerned we are both XXXX  and the stress is unending, I understand that mortgages <em>have</em> rules but they <em>have</em> now <em>been</em> in possession of the <em>check</em> since XXXX and it is now almost 2 months later that we <em>have</em> owed for the repair and as i previously stated they keep moving the goal post."]},"sort":[15.695363,"8951929"]},{"_index":"complaint-public-v1","_id":"8480503","_score":15.460814,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is XXXX XXXX, owner of 3 accounts at Truist Bank, two business and one personal in XXXX XXXX, FL. You will see in the forwarded email below this current one, this is not the first time this serious problem has occurred with Truist. The first time was in XXXX XXXX XX/XX/XXXX during the XXXX border closures in the aftermath of Covid 19 when Truck drivers began protesting in XXXX against required vaccine requirements for XXXX XXXXXXXX crossing XXXX When the borders began to close, Truist started holding our large summed check from our XXXX customers claiming it has something to do with the protesting and closed borders .... Fast forward to now in XXXX, what is the excuse for these holds to start happening again? \n\nI am at a loss on how to retrieve monies that was cleared to one of my company accounts and is now, yet again taken back out days later for a so called administrative hold by Truist. I have spoken to my branch manager, of whom states they can not take the funds out of holding with out any clear reason. I have also connected Truist 's fraud department and they too said they do not know nor have notes as to why this check is on an administrative hold. \n\nThe most concerning part is that this is happening yet again after the first incidents occurring in XXXX. The check they have the hold on is from one of our many XXXX customers that we have deposited checks from every month without issues and never having a single check bounce. Another interesting fact is we had two separate deposits on the same day from this customer and Truist, two days after clearing the funds, took the higher check amount back out to hold for 45 days without a clear reason and they refused to send the funds back to the bank of the held check so we could have our customer wire the funds instead, as we can not operate a business when Truist decides to randomly hold our money flow hostage in what looks to be for their internal use. \n\nWe have told the branch manager we already sent payments out after this, now held deposit, was cleared days prior which is now harming our business in the process. They have no answer and no resolution. This has happened too many times for it to be ignored. We can show a history of bank statements that proves no prior history of any checks deposited that were insufficient, or fraudulent. Prior to Truist acquiring our original bank, XXXX XXXX XXXX, we NEVER EVER had one check have an administrative hold from any of our XXXX customers in the decades of being with XXXX XXXX XXXX. It was not until Truist acquired XXXX XXXX XXXX, that we started to have these major issues that makes it very difficult to run a business when payables and receivables are a weekly occurrence. \n\nFurthermore, we have never had a more difficult time getting a hold of anyone at our branch 's phone line. No one ever answers the phone and it is extremely concerning when you have thousands of dollars in limbo without resolutions. When the fraud department explained the process of having the hold removed, they said I would need to go into the branch in person, review and confirm the check in person in order to remove the hold, however, I just found out today that is not true at all because the branch manager doesn't have to authority to do so. That means I would have spent thousands of dollars to fly back to my Florida office to physically go into my branch only to find out that they would never be able to remove the hold regardless of my presence. Tell me how this is legal for Truist to blatantly hold funds and refuse to put the already cleared check back into the account? \n\nI do not want to assume there is fraudulent activities happening within Truist, however, we are in a climate where banks are not making money due to high mortgage interest rates, that and there are many CDs out there with high yield rates and for these holds to be starting all over again without a justified reason, is oddly suspicious. \n\nIn the attached files you will see the statements and checks deposited from our XXXX customer ( XXXX ) without issues up until last week when they deposited XXXX checks from the same customer XX/XX/XXXX and XXXX days later on XX/XX/XXXX, took the higher deposit amount out of our account and placed it on administrative hold. Along with the email from the Branch manager stating she can't remove holds, as the email notification of the hold. \n\nLastly, I would like to note that my accountant can confirm at the time of depositing both XXXX checks on XX/XX/XXXX, the teller DID NOT notify her that there may be a hold on foreign checks... This is shocking that they knowingly are accepting deposits and not warning their customers that there may be holds on foreign checks, which eliminates the option for the customer to decline to deposit and take a different route for deposit so that business funds are not held for unreasonable amounts of time. As mentioned above, this is a business account that has weekly payables and receivables of large amounts that depend on smooth transactions in order to maintain a successful business. By Truist making these harmful moves to a business and customer is unthinkable. I bet anyone with loans through Truist don't get to put their payments to Truist on hold for 45 days... \n\nThis has happened too many times and every time this happens, Truist gives different excuses for their actions towards a business that has been in operation since XXXX. We have two companies, XXXX XXXX XXXX and XXXX. XXXX XXXX, that have millions of dollars in sales every year, that is millions of dollars moving through a bank and now all of the sudden when Truist comes onto the scene, they start making moves like this that could potentially put a business under? There are certain customers that do not do ACH or WIRE transfers, and now we have to sit and worry that thousands and thousands of dollars could be held for this long at any given time? \n\n\nI apologize for the long \" rant '', however, I hope you understand how truly scary this situation is when it is not in my control, but yet it is our company 's money they are playing with. \n\nI appreciate your second review, of this ongoing problem with Truist. \n\n\n\n\n\nThank You!! \nXXXX XXXX XXXX XXXX XXXX XXXX. \nTel : XXXX Fax : XXXXXXXX XXXX XXXX XXXX  CONFIDENTIALITY NOTICE : The contents of this email message and any attachments are intended solely for the addressee ( s ) and may contain confidential and/or privileged information and may be legally protected from disclosure. If you are not the intended recipient of this message or their agent, or if this message has been addressed to you in error, please immediately alert the sender by reply email and then delete this message and any attachments. If you are not the intended recipient, you are hereby notified that any use, dissemination, copying, or storage of this message or its attachments is strictly prohibited. \n\n\n-- -- - Forwarded Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX ; XXXX XXXX ; XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX Sent : Thursday, XX/XX/XXXX at XXXXXXXX XXXX  XXXX Subject : XXXX : URGENT : INTENTIONAL DEPOSIT HOLDS BY TRUIST BANK -- -- -Original Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX ; XXXX XXXX Cc : XXXX XXXX ; XXXX XXXX Sent : Thu, XX/XX/XXXX XXXX pm Subject : URGENT : INTENTIONAL DEPOSIT HOLDS BY TRUIST BANK Good afternoon everyone, My name is XXXX XXXX XXXX the owner of 3 bank accounts ( two businesses ) at Truist Bank in XXXX XXXX XXXX FL XXXX \n\n\n\nI am reaching out to you all in hopes of some guidance or advice on how to resolve a serious and urgent matter relating to 2 Business Accounts at Truist Bank. \n\nWe have been having multiple issues with depositing business checks into our Truist account, starting in XXXX of this year, XXXX. These administrative holds are on amounts of {$10000.00} over {$100000.00} and for durations up to 90 DAYS. \n\nWe have made multiple attempts to contact our local branch leaders, as well as regional operations managers to receive a legitimate explanation to the reasons behind these unreasonable deposit holds that are hindering our ability to operate a business. \n\nWe have been lied to over the phone and in writing from all of the contacts we have communicated with at Truist. They have been giving us contradicting and everchanging information that still does not explain what is going on. \n\nOur original bank was XXXXXXXX XXXX XXXX, however, Truist acquired our bank and now we have been having deposit issue. Prior to the acquisition, we have been XXXXXXXX XXXX  XXXX clients for over 25 years and have NEVER had an issue depositing our business checks from our XXXX customers. \n\nI had a few conversations with the operations manager of Florida ( XXXX XXXX ), of which he blamed the new holds on XXXX Banks and mentioned XXXX is the leader in bank fraud, therefore, they started putting holds on XXXX checks. Mind you, we were never advised by anyone in our branch that they would start such holds. We had to find out by checking our online account daily and never received online notices as well. \n\nIn my first call with XXXX XXXX on XX/XX/XXXX, he gave me information that only employees would understand may have assumed I was a Truist employee asking for help on my account. In this conversation, he said that I would be able to have the branch leader go into client services and release the holds to my name ; me acknowledging the check is from XXXX and that I was responsible for the funds. He then mentioned I could continue to email my branch manager to release any future holds and that would clear up the issue. On Monday XX/XX/XXXX, our branch leader was able to release the current hold ( {$29000.00} ). On XX/XX/XXXX, we checked our account online to find the hold was placed AGAIN on the amount that the branch leader had released. I reached out to both the branch leader and regional relationship manager and they both said they are no longer allowed to release the holds on their end. I then called XXXX XXXX to discuss this unbelievable news He first said, I do not have any record of our conversation last week and we did not have one period.. That surprised me, as I have phone records proving our phone call to his phone including the duration of the conversation of 8 minutes. He then explained that all of the information I had was incorrect and that the branch leader, nor the regional relationship manager had any authority to release holds, even though we have it in writing from them stating they have released holds. He then showed extreme lack of appreciation and respect for the amount of years we have been with the bank and the amount of money we have in Payables and Receivables In the month of XX/XX/XXXX, our payables were over {$600000.00} and deposits more than that. He did not show any concern to the extreme fragility of these holds and that they are extremely harmful for businesses to run smoothly. The fact that Truist has no explanation, nor resolution to these extreme holds on a business account that has had the same clients depositing into our account over 25 years. Out of the XXXX years of receiving checks from all our XXXX customers, we have NEVER had single bounced check to back up the excuse XXXX XXXX is giving for the reasons of all these holds. \n\nBecause of these harmful holds, we have been forced to have most of our clients pay our invoices via Wire Transfer, ACH, which now increases our monthly service fees. I mentioned this inconvenience to the XXXX XXXX and he said Well if that is the only way you can get your money, then you will have to incur the extra charges Not at all acknowledging the reason why we are now having to switch to higher fee services. \n\nAt this point, we are very nervous about the actions made by Truist bank, holding thousands of dollars hostage and refusing to deposit into our accounts. We have never had this issue prior to Truist acquiring our previous bank XXXX XXXX XXXX. \n\nThis could be considered intent to harm a business and commit fraud by leveraging clients deposit funds for their own use within the companys dealings. We are currently seeking confirmation from our customers bank if they have been debited for the current deposit that is on hold in our account for over 60 days. This will give us confirmation if Truist is in fact intentionally holding their clients deposits hostage. \n\nWe have never dealt with an issue like this out of the 34 years of being in business. \n\nI appreciate any advice on how to proceed or if you have heard of similar issues from other Truist Business clients. \n\n\n\nThank you for your time, Thank You!! \nXXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX XXXX XXXX. \nTel : XXXX Fax : XXXXXXXX XXXX","date_sent_to_company":"2024-03-05T16:54:53.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33913","tags":null,"has_narrative":true,"complaint_id":"8480503","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2024-03-05T16:36:53.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The <em>check</em> they <em>have</em> the hold on is from one of our many XXXX customers that we <em>have</em> deposited <em>checks</em> from every month without <em>issues</em> and never <em>having</em> a single <em>check</em> bounce."]},"sort":[15.460814,"8480503"]},{"_index":"complaint-public-v1","_id":"9179413","_score":15.195812,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX Wed. \nThe external transfer of {$10000.00} was initiated by me through my Santander checking account. I requested these funds be moved from my online account at XXXX XXXX to my checking account at Santander. \n\nXX/XX/XXXX Thurs I received the following confirmation from my XXXX XXXX  account below XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   - {$10000.00} The following transaction was posted to your account on XX/XX/XXXX for the amount shown : Amount : {$10000.00} Description : XXXX XXXX XXXX  Friday I received the below email from Santander : Your transfer could not be completed From : XXXX XXXX XXXX XXXX XXXX XXXX Your transfer could not be deposited into the Santander Bank, XXXX, SIMPLY RIGHT CHECKING account ending in XXXX We'll return your {$10000.00} to your XXXX XXXX  account ending in XXXXPlease check your XXXX XXXX account regularly in the coming days to confirm your returned transfer. \nTransfer details : Item # : XXXX, Amount : {$10000.00}, Send Date : XX/XX/XXXX From : XXXX XXXX XXXX To : Santander Bank, XXXX, SIMPLY RIGHT CHECKING XXXX Thanks for being a Santander customer. \n\nXX/XX/XXXXXXXX XXXX. \nI called Santander, spoke to XXXX different people, and was told by the last person I spoke to that the transaction had indeed failed and that the funds should have 'bounced back ' to XXXX XXXX XXXX She did not know \" why '' this failure had occurred. I was told to check back on XX/XX/XXXX. \n\nXX/XX/XXXX Monday I checked my accounts and the {$10000.00} is STILL missing from Santander & XXXX XXXX So, I called Santander and was informed per their XXXX XXXX ; there is nothing pending, and they're not showing any incomplete transaction or failed attempts, despite the fact that I had received an email from Santander telling me that very thing on XX/XX/XXXX. I told the rep about the confirmed {$10000.00} being deducted from my XXXX account on XXXX XXXX and that the funds continue to be missing from my XXXX account as of this morning. The XXXX told me to call XXXX XXXX to find out where the funds are. \nI CALLED XXXX XXXX and they informed me there has been no communication from Santander bank regarding a transaction failure and nothing is pending on their end. NO FUNDS HAVE BEEN RETURNED to them. XXXX XXXX rep told me to call Santander for further assistance. \nI Called Santander again ( spoke to XXXX ). He reiterated XXXX shows no pending incoming transfer. The money would have 'bounced ' back to its origin - XXXX XXXXXXXX if the transaction had truly failed on Friday, XX/XX/XXXX. Why then did I receive an email from Santander telling me they were 'unable to complete ' transaction, and that they would return the money to my exterior bank in the coming days?! I spoke to XXXX XXXX again and was told that the {$10.00} XXXX they transferred to Santander on XXXX did not 'bounce ' back to them as of this morning XX/XX/XXXX. They still have had no communication from Santander. \nI called Santander again and spoke to a supervisor, reiterated that they have no record of the transaction failing, but perhaps the 'error ' will be fixed and now I should be getting the deposit by XXXX the XXXX - All of this info seems to be speculation. No one from Santander seems to know anything for certain, and at this point I feel like I'm running around in circles. I don't understand what is going on and am extremely stressed out over the missing funds. \n\nXX/XX/XXXX Wednesday There is still no record of XXXX XXXX  receiving the funds return. Since I had been calling only the Santander Support Dept and not getting anywhere, I called my branch in XXXXXXXX XXXX. I gave XXXX a brief description of the situation. She later called me back and informed me that she has looked into this issue every way possible. She does not see the {$10000.00} transaction coming into my account, and no record of the 'failed ' transaction from XXXX XXXX XXXX She apologized that I am going through this, and said that I must contact XXXX XXXX, as they are the only ones who can trace the money. \nSo here I go with another round with XXXX XXXX ( XXXX ). He said, though it should have come right back to them as it was rejected by Santander, it may have ended up in the XXXX XXXXXXXX XXXX XXXX XXXX XXXX. This would mean the return of XXXX XXXX  could take XXXX business days from XX/XX/XXXX ( the date of the email from Santander above )- which would be Friday the XXXX. \n\nXX/XX/XXXX Friday XXXX is still no record of the {$10000.00}. I called XXXX XXXX to open an XXXX Dispute as instructed by Santander. This rep seemed unfamiliar with that term, and asked me to call back in XXXX hours, as their headquarter are ( XXXX ). \nI Called XXXX back XXXX hours later, and was put through to Bank operations, who told me they could only trace an ACH DEBIT that had been initiated through XXXX. This particular transaction was initiated through Santander. As such, XXXX XXXX can NOT trace the {$10000.00}. \nSo now I must call Santander again and request the whereabouts of the {$10000.00}. I called Santander asking for a supervisor. After some time, she was able to find out that the {$10000.00} is on HOLD within Santander 's XXXX XXXX and that the transaction had failed, thus was not completed. Rep : XXXX XXXX said she put a XXXX 's escalation on the hold and now I must call XXXX to make a claim to either release the money back to my XXXX account or send it to Santander. I said, based on the info given by XXXXXXXX XXXX - they are unable to trace this money, but okay- I'll try again. \nI called XXXX and, as anticipated, the rep reiterated that they could not help. XXXX can not dispute an XXXX DEBIT nor file any claims to retrieve or release the money because the transfer was initiated by Santander. XXXXXXXX XXXX would have tracing abilities only if they had initiated the XXXX DEBIT. \nI reached out to a Santander XXXX. She told me a form was completed today with regard to the {$10000.00} HOLD and I should be hearing back from the Santander XXXX XXXX. The XXXX is checking further with her team while I hold. She came back on the line and told me I need a DEBIT REVERSAL FORM from XXXX XXXX because the XXXX DEBIT not only failed coming into Santander, but it also failed when they tried to send it back to XXXX XXXX. She said that the funds are in a kind of LIMBO, thus, Santander does not have access to the money. \nI called my branch again to ask their assistance with the proper handling of this XXXX Debit Reversal Form. She clearly did not wish to assist with this issue any longer and said I'm working with too many people. \nI then called XXXX Bank and told the rep I need them to retrieve the money with a DEBIT REVERSAL FORM. He told me the issue I am currently having is highly unusual and is checking with another department to see what they can do. The response was : XXXXXXXX XXXX needs a Debit Reversal Form faxed to them at XXXX XX/XX/XXXX Saturday I called Santander, a supervisor answered the phone. He tried to help, but as it was Saturday, the \" back office '' was unavailable to submit the form via fax to XXXX. I gave him the fax number and the name of the form and while I was on the phone with him, he emailed the info to someone at Santander that could get this done asap. \n\nXX/XX/XXXX Wednesday : There continues to be no record of the missing funds in either of my bank accounts. It is now the XXXX day since I'd initiated the ACH Transfer from Santander to XXXX. \nI called XXXX to see if they've received the DEBIT REVERSAL FORM via fax from Santander. They have not yet received the fax. \nI called Santander to inquire about the fax. After much holding, I was connected to a Santander XXXX ( XXXX ). She told me that the {$10000.00} is in fact still on HOLD and that she will resolve this issue by opening a ticket and faxing XXXX Bank with a request to release the funds. Ticket XXXX XXXX  will be faxed to XXXX XXXX via XXXX XX/XX/XXXX Tuesday : It has now been XXXX days since the {$10000.00} has been 'on hold '. I called XXXX Bank to inquire about the XXXX  Santander had sent to them on XX/XX/XXXX requesting that XXXX release the funds. I spoke to XXXX and gave her the ticket number from Santander and the XXXX XXXX number that they used. She placed me on hold to find out if the issue is now in process of being resolved. XXXX told me they do not have record of receiving this fax to date I called Santander XXXX XXXX... He confirmed the XXXX  was sent on XX/XX/XXXX. He said the {$10000.00} is on HOLD in Santander 's Compass system because Santander reversed the transaction? Apparently, the return of funds transaction had failed prior to receiving the money, thus XXXX must release the funds. \nSo, I called XXXX back, and spoke to XXXX ( XXXX ). She physically checked the document retrievals from that fax number. XXXX had not received the fax in question- nor have they received any communication from Santander since transferring the {$10000.00} on XXXX. Also, she wanted to know what document ( XXXX ) were supposed to have been faxed to them. I told her all a knew, that a ticket was created on XX/XX/XXXX with a request for XXXX to release the funds. XXXX told me that XXXX will need the confirmation date and time of that FAX. She also stated that XXXX Bank fulfilled their obligations precisely. The issue arose on Santander 's side. She recommended that I inquire with Santander about the cause of the failure. \nI contacted Santander for confirmation of the fax, including its date and time, and told them that XXXX is prepared to resolve this issue as soon as they receive a formal request from Santander. I reached out to Santander once more for the information, but the XXXX department had closed for the day. \n\nOn XX/XX/XXXX, I called Santander and spoke to a supervisor ( also named ) XXXX, who told me that the fax was sent on XX/XX/XXXX to XXXX ( not XXXX ). According to XXXX, this is a XXXX party operation between banks, and that this XXXX party was responsible for stopping the {$10000.00} transaction on XX/XX/XXXX. Again, I asked WHY this occurred - XXXX was unsure. I held while she spoke to Santander 's tech dept for updates. She confirmed that the necessary documents were sent from XXXX to XXXXXXXX XXXX  on XX/XX/XXXX, along with a formal request to release the funds from hold. \n\nOn XX/XX/XXXX, after seeing no action had yet been taken, I reached out once again to the XXXX from XXXXXXXX XXXX. She checked and said there has been no correspondence from XXXX to date, but she assured me that XXXX will expedite the filing of the document upon receipt. \n\nIt is XXXX XXXX XXXX days since XXXXXXXX XXXX transferred {$10000.00} to my Santander account. I still do not have my money in either account. I'm now calling the supervisor, XXXX, from XXXX Bank who told me to call her personally should the issue not be resolved within the next few business days. XXXX confirmed that XXXX Bank has not received the documents that I was told by Santander, were sent to XXXX on XX/XX/XXXX from XXXX. \nI called Santander, asked to speak with XXXX XXXX. or XXXX, XXXX. Before rep 's attempt to transfer me to a supervisor, she looked at the ticket info on my account, and said that a fax with documentation was sent to XXXXXXXX XXXX on XX/XX/XXXX and documentation was also sent to XXXX on or around XX/XX/XXXX. I told her XXXX XXXX  has not yet received any documentation to date with regard to this issue from Santander nor XXXX. I was placed on hold and we were disconnected.","date_sent_to_company":"2024-06-05T16:41:16.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"19047","tags":"Older American","has_narrative":true,"complaint_id":"9179413","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2024-06-05T15:26:03.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I CALLED XXXX XXXX and they informed me there has <em>been</em> no communication from Santander bank regarding a transaction failure and nothing is pending on their end. NO FUNDS <em>HAVE</em> <em>BEEN</em> RETURNED to them. XXXX XXXX rep told me to call Santander for further assistance. \nI Called Santander again ( spoke to XXXX ). He reiterated XXXX shows no pending incoming transfer. The <em>money</em> would <em>have</em> 'bounced ' back to its origin - XXXX XXXXXXXX if the transaction had <em>truly</em> failed on Friday, XX/XX/XXXX."],"product":["<em>Money</em> transfer, virtual currency, or <em>money</em> service"],"sub_product":["Domestic (US) <em>money</em> transfer"]},"sort":[15.195812,"9179413"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":71,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":71}]}},"product":{"doc_count":71,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":31,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":20},{"key":"Savings account","doc_count":6},{"key":"Other banking product or service","doc_count":4},{"key":"CD (Certificate of 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