{"took":168,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":7,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4879872","_score":25.245455,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Your complaint Complaint Number XXXX Step 1 What product or service is your complaint about?\n\nPRODUCT OR SERVICE Money transfer, virtual currency, or money service TYPE Domestic ( US ) money transfer Inactive modal Step 2 What type of problem are you having? \nISSUE Other transaction problem HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? \nYes Step 3 What happened? \nOn XXXX XXXX I did attempt to do 2 transaction through money gram in the amount of XXXX ref # XXXX and ref # XXXX for XXXX ref XXXX for XXXX and XXXX as well as XXXX. I am filing a another complaint on XXXX due to these transactions being canceled and never credited back to my account. Moneygram stated that all these transactions indeed canceled immediately therefore no money was ever processed and removed from my account. XXXX processes and sent funds somewhere. So I would like to request that both parties XXXX and Money gram provide complete documentation of the transactions that was provide proof of the successful trans action that Money gram canceled and stated that did cancel out and money never was received. Money gram should provide a complete documentation of the proof that each transaction did canceled out and never processed. I being going back and forth with these two companies and nothing has been accomplished. Each company states to me something different from what they say to each other but it is my money that was taken and no one seems to care that that is wrong. How can these companies be allowed to such and cause so much XXXX  and the reps have no care in the world bout it. I submitted the proof of canceled transactions moneygram sent t o advise me that the transaction did not go through. And that was not enough but XXXX could see that Money for each transaction was successfully removed from my account but money gram stated no money was ever received. To settle that we should be able to view some type of documentation of the canceled process and sent successfully process. This stress is really getting the best of me. PLease advise me on what steps I can take to get my money that was unrightfully taken from me. XXXX gave a credit and then reverse it it taken XXXX  and XXXX and my deposit in the amount of XXXX. Moneygram refused to provide any kind of documentation of the transaction being canceled although i have emails telling me they were canceled they also so called told investigators from the dispute team at XXXX that the transaction actually processed and never canceled which is not true. Why not help a customer see where their funds went if they cancelled.","date_sent_to_company":"2021-11-05T20:03:22.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"716XX","tags":null,"has_narrative":true,"complaint_id":"4879872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","date_received":"2021-11-05T19:02:11.000Z","state":"AR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Moneygram refused to provide any <em>kind</em> of <em>documentation</em> of the <em>transaction</em> <em>being</em> <em>canceled</em> <em>although</em> i <em>have</em> emails telling me they were <em>canceled</em> they also so called told investigators from the dispute team at XXXX that the <em>transaction</em> actually processed and never <em>canceled</em> which is not true. Why not help a customer see where their funds went if they <em>cancelled</em>."],"issue":["Other <em>transaction</em> problem"]},"sort":[25.245455,"4879872"]},{"_index":"complaint-public-v1","_id":"14193229","_score":16.909142,"_source":{"product":"Credit card","complaint_what_happened":"In XX/XX/year>, I was pressured into signing up for a {$1000.00} program with a company called XXXX XXXX on the same day we spoke. I was told the full program cost {$5000.00}, but I was only asked to pay {$1000.00} upfront. At the time, I didnt fully understand what I was committing to, and I now realize I wasnt ready to take on that kind of investment. I didnt feel I had enough time or clarity to make an informed decision before being pushed to sign up. \n\nAfter I paid, the only access I was given was to their Discord server, but I had no idea where to find the actual training or how to get started. I messaged them asking for help, but I didnt get a clear response until the next day. During that time, I felt confused, unsupported, and panicked. \n( See attached screenshots : XXXX and XXXX ) Before the charge even posted to my account, I called American Express to ask if I could file a dispute I was told I could once the transaction posted. I then reached out to the merchant and explained directly that I wanted to step back and cancel. I emphasized that it wasnt personal, I just didnt feel ready to move forward and didnt want to waste anyones time. \n( See : XXXX ) They did not issue a refund when I asked to step back. Instead, they simply sent me their support email address without directly offering to resolve the situation. Later, they falsely claimed I had already submitted a dispute at that point which is not true. I only contacted Amex to ask about the process and had not filed anything yet. I reached out to the merchant first in good faith. \n\nAfter the charge posted and I still had not received meaningful value or clear onboarding, I filed a formal dispute with Amex. I have text message evidence of : Me asking how to access the course and being confused for hours Me expressing discomfort and clearly stating I wanted to cancel The merchant later sending threatening messages, accusing me of fraud, and referencing the remaining {$4000.00} I had not yet paid ( See : XXXX ) Although I was only charged {$1000.00}, the merchant referenced the full {$5000.00} total in their threats. After seeing the tone of their messages and feeling pressured and intimidated, I became extremely uncomfortable and asked Amex to block the merchant from charging me further. This was done only after their hostile communication and lack of support. \n\nAmex later reversed the credit in the merchants favor, but I was never allowed to submit this documentation or explain the situation. I was told the decision was final. \n\nI am requesting that American Express re-review this case now that I have the full documentation ready. I believe the original decision did not take into account all of the facts, and I acted in good faith throughout this process.","date_sent_to_company":"2025-06-20T19:08:58.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60544","tags":null,"has_narrative":true,"complaint_id":"14193229","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-06-20T18:29:01.000Z","state":"IL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I <em>have</em> text message evidence of : Me asking how to access the course and <em>being</em> confused for hours Me expressing discomfort and clearly stating I wanted to <em>cancel</em> The merchant later sending threatening messages, accusing me of fraud, and referencing the remaining {$4000.00} I had not yet paid ( See : XXXX ) <em>Although</em> I was only charged {$1000.00}, the merchant referenced the full {$5000.00} total in their threats."]},"sort":[16.909142,"14193229"]},{"_index":"complaint-public-v1","_id":"3317270","_score":13.860887,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is both an issue related to a dispute that was transformed into fraud by Citi. I will begin by outlining the dispute and then document how Citi transformed it into a fraudulent transaction to benefit their company. \n\nOn XX/XX/XXXX, XXXX XXXX, a company I was doing business with was notified in writing that my subscription should be cancelled. XXXX XXXX has documented numerous times that they can be contacted at XXXX to cancel your product and services as documented here and elsewhere https : XXXXXXXX. \n\nSubsequently, XXXX XXXX  billed my card on file ( Citi Bank credit card ) and ignored my email. Upon reviewing my statement in XXXX of XXXX, I noticed a charge for {$370.00} from XXXX XXXX which was obviously an infringement of the instructions I had given the company and is contrary to Federal Law under ROSCA. At  that time I planned on submitting a dispute and later did on the phone with a Citi Bank CSR who assured me I would receive documentation in the mail which I specifically requested, rather than email or online because I prefer to do business that way. On XX/XX/XXXX I noted that Citi had credited my account for the amount billed by XXXX XXXX   when I received my statement but had not received documentation for the dispute information required of me. \n\nIn my XX/XX/XXXX to XX/XX/XXXX statement I noted that Citi Bank had reversed the dispute without notification, much less following up with me to request my information on the dispute. Subsequently I contacted Citi to inquire as to the status of the dispute and on XX/XX/XXXX I was informed by the disputes department that dispute XXXX was REOPENED to allow me time to submit documentation for review. I submitted the required documentation on XX/XX/XXXX to Citi at the requested fax number ( XXXX ) and received a confirmation that it had been received. \n\nUpon receiving my XX/XX/XXXX - XX/XX/XXXX statement I noted that Citi had not placed the transaction back into dispute as promised. YET, they had refunded my late fee for the transaction, and also had given me a {$10.00} valued customer credit for the confusion on Citi 's part and the frustration on my part. I had obviously followed the process, worked in good faith with Citi and yet they could not make their process work according to policy. However, since Citi had credited my account as per the above and I was still awaiting the dispute documentation I submitted to be confirmed, I waited to see my next statement for the resolution of the dispute. Any reasonable person would have concluded that the credits to my account, confirmed that Citi was taking next steps to get this resolved ( finally ).\nWhen I received my XX/XX/XXXX to XX/XX/XXXX statement I was disappointed to see that the original amount from XXXX XXXX was still not in dispute and that Citi had added a late fee! On XX/XX/XXXX I contacted Citi and was told by their CSR that the transaction had never been put back into dispute and they explained to me that according to their policy that I had not submitted documentation according to the timelines that governed the process. I was outraged and explained all of the above to the CSR and asked to speak with a supervisor. At that time, I was transferred to a supervisor and told my story again at which time she confirmed the receipt of my email to XXXX XXXX cancelling my service in advance of the next billing cycle ( back in XXXX of XXXX XXXX and counselled me that since XXXX XXXX had billed my card when I had instructed them not to that yes indeed, this could be fraud and would I like to proceed with placing the transaction into fraud. My response was of course if that is my only option that Citi can provide to get this resolved and considering how they couldn't even follow their own policies and process. \n\nSo on XX/XX/XXXX the transaction was placed in fraud and I was assured the transaction would drop off of my account. \n\nOn XX/XX/XXXX at XXXX EST I messaged with an agent on the Citi app which I had recently downloaded to see if it would speed up communications. An agent explained that the charges to \" drop off '' ( their words ) when the statement got generated on XX/XX/XXXX. Finally - we are making progress right? Wrong. \n\nOn XX/XX/XXXX I opened the Citi app and saw that the transaction was no longer in a fraud status.I then messaged Citi on their app at XXXX and chatted with \" XXXX '' ( ID XXXX ) and I stated that I saw that the transaction was no longer in fraud status and that I had not been notified by Citi XXXX I also said I saw that Citi had placed me in a past due status. XXXX noted he could not help me because fraud was not in the messaging app. I asked him to make a note of my contact and that I would be calling. He assured me he would. \n\nOn XX/XX/XXXX at XXXX EST I spoke with a Citi fraud representative and requested an update. The rep could not confirm that the transaction had been taken out of fraud. I asked for an operator ID at that time and the rep refused me! She then transferred me to the \" security department ''. The security department informed me there was nothing they could do, that I should try to call the merchant to reverse the charges, and that the transaction was not in fraud status and would I like to speak with the disputes department? This was not the 1st time I noted I was being treated as a \" hot potato '' by Citi - tossed from department to department, each telling me there was nothing they could do to help me. In disgust, I got off the phone after almost 120 minutes as I have a day job. \n\nOn XX/XX/XXXX I called Citi again and spoke with XXXX in Fraud and was transferred to XXXX in security. I was told that the transaction had indeed been taken out of fraud status. They said there was nothing they could do although at least these two people were sympathetic and stated they had seen this before. I left feeling like a hot potato with no resolution. \n\nOn XX/XX/XXXX in sheer desperation, I contacted XXXX XXXX to speak with them regarding the matter. They asked me to send them my documentation for review which I did to the email address requested. \n\nOn XX/XX/XXXX I called XXXX XXXXt and they did not have an update. \n\nI subsequently received my XX/XX/XXXX to XX/XX/XXXX statement and noted that the transaction remained on my account, was not \" dropped off '' nor placed in fraud. And in fact Citi had added a {$35.00} late fee! \n\nOn XX/XX/XXXX I spoke with XXXX XXXXXXXX and they informed me that since Citi had placed the transaction into fraud, per their legal department they would not be able to reverse the transaction. I was told in fact, that if the item has simply come out of dispute and they had been notified with my documentation that I had given to Citi ( my original email canceling the subscription ) they would have reversed the charges. At this point I became very frustrated with Citi. It was their negligence in not providing XXXX XXXX the documentation when the item was placed back into dispute and even more their fault when they advised to put the transaction into fraud status. \n\nOn XX/XX/XXXX I received an email from XXXX XXXX confirming my account was closed and that they could not reverse the charges. \n\nOn XX/XX/XXXX after reviewing ALL of my notes and documentation on this problem with Citi ( this was now becoming a full time job! ) I decided to call Citi to go over the decision as to why the transaction had been placed into fraud by Citi and then reversed. I had the goal of making it clear to them it was their policies and process that put me in this position. I was determined to get to the bottom of this mystery and the hot potato effect. \nSo after I had compiled all of my notes, I called Citi on XX/XX/XXXX and I was prepared. But to my surprise, I was told by Operator ID XXXX that my transaction HAD NEVER BEEN PLACED IN FRAUD STATUS. I was astounded. The operator then told me I would have to prove that the transaction was placed in a fraud status! What??? Knowing not else what to do, I got the instructions on where to submit my documentation to prove to Citi, that had stated over and over again they had placed my transaction in fraud status, that they did indeed! I was informed to send my information to \" XXXX '' which I did on that same day. \n\nIn this documentation I included screen prints of the messaging app where there CSRs had informed me I had been referred to fraud and that my transaction would \" drop off '' by XX/XX/XXXX. I also researched that very same day ( so I could include in this documentation ) that their very own fraud department confirmed it was placed in fraud. I had spoken with \" XXXX '', a supervisor out of their Florida office, that the transaction had been placed in fraud and spoke with her at number XXXX, which is their online and mobile fraud protection unit phone number. Also in this communication dated XX/XX/XXXX, I demanded Citi reverse the charges, late fees and fix my credit since they had been reporting me as past due. \n\nBy XX/XX/XXXX I had received no response. I called Citi to make one final attempt to resolve this in good faith with the company. I spoke with the dispute department and offered to meet half way and pay half the bill even though I had all the documentation showing how their process and policies were broken and led to putting me in this position. They said there was nothing they could do and even said they could understand why I am so frustrated. They transferred me to customer service and once again I shared all of this information and told me they could do nothing. The CSR even said he sees this happen \" all the time '' as if the process leads to the same outcome every time. I called it the hot potato process that leaves the customer with no advocate. \n\nThe CSR told me to speak with collections and so I did and was transferred to a supervisor in collections. I again shared my whole story and while she said she understood, she stated there was nothing she could do except suggest that I move the amount to settlement. I noted she was very careful with her words. When I would state that this is the only option I can see because Citi has no customer advocate to help the customer solve these kinds of problems, she would be very careful in stating the policy. \n\nI picked up on this and when she asked me if I wanted to attempt to settle the account, she did so using policy language and redirecting the conversation to \" only so many accounts are accepted into settlement '' and \" I can help you attempt a settlement if you agree YOU want to place it into settlement ''. The reality is that as a result of their process and policies across numerous siloed, but orchestrated departments, there is no other choice for a customer. I believe this is by design and that Citi has masterfully concocted the process so that fewer customers win their disputes, are saddled with late fees and past due notices to the credit bureaus so that the customer will ultimately give up. This appears to be a blatant violation of fair business practices in my opinion, similar in some ways to how XXXX XXXX saddled so many customers with so many unwanted accounts and fees via unethical business processes. \n\nUltimately I refused to go to settlement on principle. I can easily pay the {$480.00} dollars on the account. It's not a money issue, its a concern about the lack of ethics and concern for their retail customers in their business practices. While I can not conclusively say that Citi is willfully orchestrating policy and process for the outcome I came to, I can say as a consultant with 30 years of business process analysis in the financial industry, I want it looked into. I have always had excellent credit, can prove it, and until now have been able to work with my bank when there was problem. This situation seems too conveniently \" siloed '' and fraught with mis-directions for the customer intended to cause delays which lead to a violation of their policies, which is then used to justify their position, decision, and outcomes. I urge the CFPB to look at this closely as I also determine how I will escalate and take a different course of action.","date_sent_to_company":"2019-07-24T20:40:15.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"30328","tags":"Servicemember","has_narrative":true,"complaint_id":"3317270","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2019-07-24T20:33:32.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["I was told in fact, that if the item has simply come out of dispute and they had been notified with my <em>documentation</em> that I had given to Citi ( my original email <em>canceling</em> the subscription ) they would <em>have</em> reversed the charges. At this point I became very frustrated with Citi. It was their negligence in not providing XXXX XXXX the <em>documentation</em> when the item was placed back into dispute and even more their fault when they advised to put the <em>transaction</em> into fraud status."]},"sort":[13.860887,"3317270"]},{"_index":"complaint-public-v1","_id":"5867351","_score":10.987902,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I've submitted a complaint to XXXX  XXXX XXXX to amend the situation and received the letter of explanation that \" On XX/XX/2021, after receiving your fraud statement, XXXX XXXX  XXXX made a recall request to the beneficiary bank Wells Fargo to return the funds. On XX/XX/2021, as a courtesy, a second recall request was made to Wells Fargo as they never responded to the initial request to return the funds. '' -- -- \" On XX/XX/2021, claim number XXXX was denied, as we made multiple attempts to recover the funds and we have not received a response from the beneficiary bank Wells Fargo XXXX XXXX I am submitting a complaint that Wells Fargo did not cooperate and just ignored their responsibility. Below is 1 ) what I originally submitted to XXXX  XXXX XXXX, explaining about my Fraud/Scam and second portion is XXXX ) what I received from XXXX XXXX XXXXXXXX as a response. \n\n1 ) My letter to XXXX XXXXXXXX XXXX I was threatened by a scammer who impersonate themselves as police and investigator. They threatened my bank account is being used for this highly vicious scam work and looking to arrest me for a fraud activity. They said they need me to proove that Im not associated with this. They threatened me to cooperate and went through all this interviews, they assigned a lawyer for me, they started three people call to investigate whether Im involved or not. After that, they said Im clear and need my cooperation. They went though all action items I must take and one of them was to put/wire my money to safe place. However, this police activity is being investigated under high confidential unit, I can not reveal this situation to anyone even with my family and they advice me to transfer money to an account information they shared which belongs to governement ( hence safe ). I went to XXXX XXXX XXXX and followed their instruction and sent them. I realized it was all scam after 3 hours or so and called XXXX XXXX  XXXX. Ive filled out and signed both document they provided to proceed the fraud claim. I also went to police next day to file the case. They said investigation will take about 70days and came back they couldnt resolve it. Im also attaching document I signed for XXXX XXXX  XXXX ( scame victim acknowledgement, fraud statement of claimant, and supporting material during I was on a call with scammer to visually present how they appeared on my phone and what kinds of documentation they sent me. XXXX XXXXXXXX XXXX Case Number : Fraud claims XXXX Scammed on XX/XX/2021 Filled XX/XX/2021 Investigated started : XX/XX/2021 Total amount of money scammed : {$26000.00} 1. Scam Victim Acknowledgement Signed 2. Fraud Statement of Claimant Filled out Signed Also includes : Detailed explanation of circumstance & Police Report & Receipt of wire transfer 3. Supporting Materials for claim Additional supporting material to backup my circumstance. \n\n2 ) XXXX XXXX XXXX XXXX Response. \nOn XX/XX/2021, a wire transfer in the amount of {$26000.00} was debited from the deposit account ending in XXXX and sent to the beneficiary XXXX XXXX. On the same business day, a {$30.00} wire transfer fee was assessed. Please refer to the Personal Schedule of Fees brochure for details regarding our fee policies and pricing, available to all clients on our website at XXXX On XX/XX/2021, you contacted XXXX XXXX XXXXXXXX to dispute the above referenced wire transfer as you informed our claims department you were a victim of a scam. As a result, claim number XXXX was opened on your behalf in effort to recover the funds on your behalf. On XX/XX/2021, after receiving your fraud statement, XXXX XXXXXXXX XXXX made a recall request to the beneficiary bank Wells Fargo to return the funds. On XX/XX/2021, as a courtesy, a second recall request was made to Wells Fargo as they never responded to the initial request to return the funds. Wire transfers are considered guaranteed funds. Once a wire has been sent and the initiator attempts to recall it, the approval of the recipient is required to have the wired funds returned. Without this approval, a recall can not be completed. Our Deposit Agreement and Disclosures publication ( the Agreement ), which forms part of the contract between our clients and the bank, states that clients may not amend or cancel a payment order after we receive it. If you ask us to do this, we may make a reasonable effort to act on your request. However, we are not liable to you if, for any reason, a payment order is not amended or canceled. Please refer to the section titled Amending or Canceling Payment Orders for further information. The Agreement is available to all clients on our website at bankofamerica.com/deposits/resources/deposit-agreements.go. On XX/XX/2021, claim number XXXX was denied, as we made multiple attempts to recover the funds and we have not received a response from the beneficiary bank Wells Fargo XXXX After reviewing the circumstances of the wire, we have concluded that XXXX XXXX XXXXXXXX handled the wire in accordance with the law that governs payment orders by crediting the account bearing number that we were directed to credit. In order to debit the funds from an account that was not deposited in error by the bank, we must receive a debit authorization from that account owner. While we are sensitive to the effect this matter has had on you, our review has not identified any bank error in the handling of the wire transfer. As a result, XXXX XXXX XXXXXXXX respectfully declines your request to return the funds in the amount of {$26000.00}. We regret learning that you may have been the victim of a scam. Although no one expects to be victimized, it is important for consumers to be aware of the circumstances under which they transact business. We recommend that you file a police report if you have not already done so. We encourage you to continue to work with law enforcement to recover any losses from the transaction. XXXX XXXX XXXXXXXX will fully cooperate with any law enforcement agency if we are contacted about a fraud investigation. XXXX XXXX, thank you for sharing the details of your experience. We regret any inconvenience you may have encountered as a result of this matter and apologize for any service provided that did not meet your expectations.","date_sent_to_company":"2022-08-11T18:03:58.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"303XX","tags":null,"has_narrative":true,"complaint_id":"5867351","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2022-08-11T17:46:06.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["We regret learning that you may <em>have</em> been the victim of a scam. <em>Although</em> no one expects to be victimized, it is important for consumers to be aware of the circumstances under which they transact business. We recommend that you file a police report if you <em>have</em> not already done so. We encourage you to continue to work with law enforcement to recover any losses from the <em>transaction</em>."]},"sort":[10.987902,"5867351"]},{"_index":"complaint-public-v1","_id":"3069040","_score":10.835223,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have had my Chase United Mileage Plus Credit Card for over two years. During a rough patch, I lived off the credit from that card, and although it was difficult I paid a huge price by way of interest. I never have made a late payment and have been fully accountable for what I owe Chase. \n\n\nSometime around mid-XX/XX/2018, I received an offer from my Chase United MileagePlus Credit Card. The offer stated that, for a 3 % transaction fee, I would be given a year to pay off any balance transfers at 0 % interest, and after a year if the total of the transfers was not paid in full, I would pay all the accrued interest starting from the balance transfer authorization date. The offer claimed to be good for transfers through XX/XX/XXXX. Chase even sent me checks that I could use to make payments or, they suggested, I could write one to myself and deposit it into my checking account. I took Chase up on their offer and wrote myself a {$2000.00} check and deposited it via mobile deposit, to my XXXX XXXX checking account, on XX/XX/2018. \n\n\nOn XX/XX/XXXX, just as I was leaving for a few days, I received a mobile fraud alert, from Chase, stating that an XXXX transaction for a {$0.00} authorization was made on the afternoon before, ( XX/XX/XXXX, at around XXXX XXXX ), to the aforementioned, Chase United Mileage Plus, that had offered me the promotion. Concerned, as I did not make an XXXX transaction, I immediately called the customer service number on the back of my card, to follow up on the alert. \n\n\nAlthough the card had not incurred charges, when I called to speak with the Chase Rep, on XX/XX/XXXX, she asked if I would like to cancel the card, as the authorization raised suspension that the card may be jeopardized. The Chase rep specifically asked about the {$2000.00} check that I had deposited to my XXXX XXXX checking account on the XXXX. I made it clear that the check for {$2000.00} was a valid transaction, and that I was depending on it, as I had already made transactions against the amount. I was told it would probably be best to cancel the card and get a new one, because my card had been jeopardized ; assured that the {$2000.00} in my XXXX XXXX checking account was secure, I agreed to cancel the card. \n\n\nWhen I returned home, on Saturday, XX/XX/XXXX, upon checking my email and noticing XXXX XXXX messages regarding overdraft and a returned check fees, because on XX/XX/XXXX, the very next day after being assured the {$2000.00} check was safely in my XXXX XXXX checking account, the {$2000.00} check did not clear. \n\n\nAfter a phone call to XXXX XXXX on, Saturday, XX/XX/XXXX, I discovered the reason that the check had not cleared was because Chase denied authorization. On XX/XX/XXXX, I made a call to Chase and spoke for 43 minutes, with a man who identified himself as XXXX, from XXXX, Missouri. For the next 43 minutes I explained that although a Chase Rep confirmed with me, on XX/XX/XXXX, that the check was legitimate and that she had assured me that the {$2000.00} would be transferred into my XXXX XXXX bank account, and did not tell me that a new credit card number would jeopardize the very vital {$2000.00} transaction, that it did not get transferred to my account. Further, I informed XXXX about the bounced rent check, the fees which, at the time, I thought totaled {$100.00}, and that it was urgent that Chase correct the situation in a timely manner, because their error had elevated my situation to crisis status. Additionally, I made a request at that time, for Chase to notify XXXX XXXX about what had taken place, on Chases end. \n\n\nXXXX explained that he had to release the {$2000.00} XXXX XXXX hold Chase had on my account before the transfer could be made. This confused me, as I am not sure why the hold remained if Chase would not authorize the transaction. He continued by saying that the release would be processed by, Monday, XX/XX/XXXX. XXXX asked and I confirmed that the XXXX XXXX account where I had attempted to deposit the {$2000.00} check, was the same account registered with Chase.com, and the account that I have used for all but a few payments to Chase, for over two years. \n\n\nBecause XXXX XXXX and Chase accounts had already established a connection, XXXX explained that if I would call on Monday, XX/XX/XXXX, the {$2000.00} transfer to the XXXX XXXX account could easily be done over the phone with any Chase representative. Regarding the fees charged to my XXXX XXXX Checking account, when I offered to send proof of the charges, XXXX said it would not be necessary to send proof and the only thing he could do is credit my Chase account {$100.00}. I did not think this was acceptable, as the fees were from my checking account, and if I tried to access the fees Chase had caused, now I would have to pay at least 3 percent to do so. \n\n\nXXXX made it clear that crediting my Chase account {$100.00}, was the only way I would see any kind of reimbursement of the fees I suffered because of Chases poor customer service and misleading information. Further, although XXXX said he would see what he could do about notifying XXXX XXXX, he never made good on fulfilling my request. Still XXXX XXXX has heard nothing from Chase, nor has Chase offered me any documentation to give XXXX XXXX. \n\n\nWith increasing anxiety, I could not wait to handle this on Monday, XX/XX/XXXX. Before I called Chase to make the transaction, I logged into my account. On XX/XX/XXXX, after logging into my account, I found that there was 1 external  bank fee credit added to my Chase account, in the amount of {$5.00}. I called Chase and the first person I spoke with was XXXX. \n\n\nXXXX had XXXX notes and when she explained that it would take 3 -7 business days for the {$2000.00} transfer to show up at XXXX XXXX, I became frustrated and explained that I was told because the two accounts had already established a connection, that it would facilitate an easy transfer, just as I had been told, by XXXX on XX/XX/XXXX. I begged and pleaded for her to figure out a way to make this transfer happen that same day, as it was now dire and I was suffering from a financial domino effect. \n\n\nBefore demanding to speak with her supervisor, I told her about the {$100.00} credit that XXXX had said he would make to my account, and that only one credit for {$5.00}, showed on my account activity. XXXX insisted that the {$100.00} had been credited to my account, on XX/XX/XXXX, she even went as far to tell me that two different transactions had taken place one for {$100.00} and one for {$5.00}. I told her she was not correct, as I was, at that very moment looking at my account activity online and the {$100.00} credit was not there. She swore that the money had been credited to my account. I also made the plea that Chase notify XXXX XXXX of the situation and she flat out refused to do so, saying that it would not be necessary. After arguing back and forth for a while, I finally asked to speak with another supervisor, hoping that someone would see that, because of this uniquely urgent situation, Chase might want to do the right thing after causing such overwhelming stress and financial jeopardy. I was transferred to XXXX XXXX. \n\n\nXXXX admitted that I had been given false or at least less than thorough information, by multiple Chasse representatives. Further he told me he could understand why I was so upset but made no effort to figure out a helpful way to expedite the {$2000.00} transfer in an urgent manner, and again told me it would take 3 to 7 business days before the money would be transferred into my XXXX XXXX account. Before ending the 1 hour and 35 minute phone call, XXXX said no reimbursement would be made until I offered proof that the fees had been deducted from my account, even after XXXX had told me that the money had been credited to my account. \n\n\nI was more than happy to supply XXXX with the information he requested and he said that after I supplied the information to verify my fees, he would have the money deposited to my XXXX XXXX checking account. I was more pleased with this, as I had felt disrespected when XXXX, on XX/XX/XXXX, told me the only way I could receive reimbursement was to be forced to apply the funds to my credit card. Furious, I asked XXXX to check the phone calls from XX/XX/XXXX and XX/XX/XXXX, to validate that over and over Chase had manipulated and misinformed me after jeopardizing my financial security. He said that he believed me, that the calls were recorded for training purposes to support future customer service practice, but would not be used to support my issues. \n\n\nThrough tears, I pleaded with XXXX to tell me why it was ok to allow all of this to happen to mewhy had the Chase reps all lied to me. XXXX said he was sorry and that, it was not our intention to lie to you. \n\n\nYesterday, XX/XX/XXXX, I logged on to Chase to find that a {$100.00} credit had been added to my Chase credit card account. I believe that Chase acted fraudulently by backdating this credit, as the activity states the account was credited on XX/XX/XXXX, it was not. Not only do I have a copy of the activity proving so, when I spoke with XXXX, today XX/XX/XXXX to let her know I planned on taking further action regarding the manner, she said that the {$100.00} was credited on XX/XX/XXXX. \n\n\nThat Chase would do NOTHING to assist helping a customer in crisis made at their hand, but went to the trouble to commit fraud by backdating a {$100.00} credit to cover a lie that was told to me by their customer service representative, XXXX, that wouldnt have mattered anyway because XXXX XXXX gave his word that after sending the documents, proving the charged fees, the money would be transferred back over to my XXXX XXXX account. \n\n\nOn XX/XX/XXXX, I sent in the XXXX XXXX documents that showed fee charges to prove where Chase had cost me significant damage, along with a lengthy letter describing the details of this matter, much like this letter I am sending you. A reply saying that they would respond within 14 business days is beyond borderlines abuse, in my opinion. \n\n\nAlso, on XX/XX/XXXX, I checked the status of my balance transfer, it is not expected to take place until XX/XX/XXXX, which makes me wonder why on XX/XX/XXXX, XXXX went out of his way to explain the ease of getting the funds to XXXX XXXX, given the established connection between the two accounts. I dont believe anyone from Chase anymore. I would be foolish to do so. I believe that Chase should be guilty of fraud, regarding the backdated credit adjustment to my account. Their malicious behavior is a threat to all of their clients, as if they are willing to lie about something so insignificant, there is no telling how much people have truly suffered at their hand. \nI intend to follow through with legal action, if there is any that can be taken. \n\n\nA strange turn of events this morning, XX/XX/XXXX, where my wallet was stolen sometime after I had bought groceries at XXXX, with cash, and I was forced to cancel all of my credit cards. A fraudulent charge had been made to XXXX from the aforementioned Chase account. I called and reported the abuse. When XXXX XXXX said she would cancel my card and be sending me a new one I sobbed in terror, and told her that the {$2000.00} transfer would be jeopardized and I had basically already spent the money, and told her about the trauma I suffered, she assured me that she could make an adjustment to be sure that the transfer would go through. Of all the people I spoke to with Chase, she seemed to be the most understanding, thorough and accurate professional. She gave me her full name, told me that she would make an adjustment allowing the transfer to process and follow up, in the next 6 hours, via email. \n\n\nYou would think this would give me peace, but it reveals that Chase could have made an adjustment to the original {$2000.00} transfer, which shows neglect, or incompetence, in addition to falsifying their statements on XX/XX/XXXX and XX/XX/XXXX, that because the credit card number had been changed, there was no way to make good on the {$2000.00} deposited to the XXXX XXXX XXXX account, XXXX said someone could have made an adjustment, but no one had. \n\n\nWhere things are, at XX/XX/XXXX at XXXX XXXX  1. As of this morning, I had been charged {$150.00} in overdraft and NSF, as well as $ 300+ overdrawn with my XXXX XXXX bank account. \n2. A visit to Chases website revealed that my transfer will take another 11 days, far more than 3 to 7, which both XXXX and XXXX had estimated 3. My {$1200.00} rent check written on the XXXX was denied, $ XXXX/day late fee every day after the XXXX ; and maybe NSF charge from my landlord 4. I  Have been on a financial and emotional roller coaster due to misinformation from Chase customer service representatives who have not done anything to go out of their way to compensate or make up for their error, ( although I believe XXXX XXXX might have corrected this had I spoke to her on XX/XX/XXXX or XX/XX/XXXX ) 5. After desperate pleas of urgency and over 3 hours of phone conversations with reps, I asked that, and am awaiting : a. The {$2000.00} transfer be quickly expedited b. Someone from Chase contact XXXX XXXX to explain misunderstanding c. Concern for fees that might incur due to a - {$300.00} checking account balance 6. Wait overwhelmed with stress and fear that a reoccurring payment from my checking account may happen before Chase transfers the funds, thus resulting in further charges. ( This has already happened twice ) Chase Ethics 1. On XX/XX/XXXX, after I okd the {$2000.00} transfer with Chase, they still failed to authorize the transaction. As a financial institution, I would expect Chase to be able to meet their promotional promise. That Chase cant manage a transaction made on an established two year account, simply because there was a change on the credit card number brings into question either a. Competence, or b. unwillingness to go the extra mile after inconveniencing a customer that has shown good faith, with a has consistent payment history 2. On the XXXX, XXXX assured me that because the XXXX XXXX XXXX account had been established with Chase, via XXXX, and been a source for my Chase cc payments, the transfer could easily be completed and swiftly expedited, over the phone on Monday XX/XX/XXXX this was not accurate. \n7. Chase has offered no documentation or attempt to call XXXX XXXX on my behalf, after I asked at least two of their reps to please do so 8. On  Monday XX/XX/XXXX,, both XXXX and then XXXX said I had to wait 3 to 7 business days for the transfers eligibility to be confirmed, and that there was no possible way to get the funds to my account that day, on in an urgent manner. \n9. XXXX had assured me that, even though I only saw a {$5.00} credit to my Chase account for the external bank fee, the {$100.00} had been credited to my Chase account on XX/XX/XXXX, ; when she transferred my call, XXXX made it clear that the money would be transferred to my XXXX XXXX account, only after I supplied proof of the fees that I had been charged. \n\n\nI am a reasonable person, I make mistakes, I understand others do as well and that things happen that were not meant to cause intentional harm. I dont take any of this personal, but the unprofessional way this was handled is unacceptable, unethical, and manipulative, and I dare say fraudulent. \n\n\nWhen I expressed urgency and asked why I was given inaccurate information, from Chase on 3 separate occasions, I was told that though I was justified for being angry, It was not our intention to lie. I would prefer that my financial intuitions intentionally did not lie to me, and I am shocked by the entitlement of Chase, and want to take any action available to hold them responsible for their poor customer service practice and aloof willingness to act fraudulently on such an insignificant matter.","date_sent_to_company":"2018-11-08T09:09:57.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"94609","tags":null,"has_narrative":true,"complaint_id":"3069040","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-11-08T03:46:28.000Z","state":"CA","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["Further, <em>although</em> XXXX said he would see what he could do about notifying XXXX XXXX, he never made good on fulfilling my request. Still XXXX XXXX has heard nothing from Chase, nor has Chase offered me any <em>documentation</em> to give XXXX XXXX. \n\n\nWith increasing anxiety, I could not wait to handle this on Monday, XX/XX/XXXX. Before I called Chase to make the <em>transaction</em>, I logged into my account."]},"sort":[10.835223,"3069040"]},{"_index":"complaint-public-v1","_id":"4137761","_score":9.382239,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX XXXX XXXX XXXX, PA XXXX Bank of America XXXX XXXX XXXX XXXX, AZ XXXX XX/XX/XXXX Attn : Fraud Claims Division Re : Claim Number : XXXX Account ending in : XXXX Amount : {$2800.00} To whom it may concern : This statement is in response to your letter dated XX/XX/XXXX ( Ex. XXXX ) in which you claim to have completed your research and determined that the transaction activity in question was authorized and posted correctly to my account. As a merchant who conducts sales both online and in person, I am very familiar with the chargeback process and it seems that your department could NOT have engaged in ANY due diligence regarding these transactions. The merchants who accepted these payments using my card could NOT have provided any documentation indicating my authorization of any of these transactions. If I fail to provide documents supporting any chargeback claim against my company, the customers bank ALWAYS sides with their customer. \n\nAs your business customer, I feel that you have been negligent in your duty to protect my assets and have shown no consideration to the impact of this incident to my business operations. Your representatives have given false statements to me over the phone, numerous times, and even your banking center relationship managers have been unable to speak with a decision maker in your department to hold them accountable. \n\nI shall begin with the FACTS. \nOn the morning of XX/XX/XXXX my account balance was {$960.00}, according to Online Banking At XXXX on XX/XX/XXXX I received a text alert asking me to verify card activity ( Ex. A ). At that exact moment, I was in my car, phone in my bag, pulling off to pick my son up from school. I did not check text messages while driving, so did not see the alert until I arrived at the school around XXXX. \nFrom XXXX until XXXX on XX/XX/XXXX I was driving in my car- as evidenced by XXXX XXXX XXXX XXXX records ( Ex. B ) At no point during that time frame did I receive any additional text alerts from BoA. \n\n\nOnce finally home and settled, I opened Online Banking to discover the following transactions had begun processing on my account, none of which were authorized ( Ex. C ) : XXXX XXXX XXXX XXXX FL {$1200.00} XXXX XXXX XXXX {$510.00} XXXX XXXX XXXX {$920.00} XXXX XXXX XXXX {$140.00} XXXX XXXX XXXX {$.00} I immediately used the Online Banking App to lock my card and called the number to report the fraudulent transactions. While engaged in conversation with the representative, she asked to verify transactions dating back to XX/XX/XXXX. I expressed to her that the XXXX transactions were difficult to verify, because their practice is to charge for only items shipped, so my total order amount may look different than the incremental amounts processed. We calculated that one of the transactions for {$83.00} seemed to be a duplicate. I also noticed a transaction from XX/XX/XXXX to XXXX XXXX for {$45.00} that I did not recognize. \nYou must understand that at this point I was highly upset that my account was compromised, overdrawn by over XXXX, and in distress. A quick XXXX  search of XXXX XXXX while still on the phone with your representative yielded an XXXX XXXX XXXX business- and not at all a company I paid for services. So I included it in the claim. Upon further research, I discovered that a Vendor I do business with XXXX is a XXXX for XXXX XXXX  XXXX and that transaction is indeed valid. Its a shame that merchants dont make their transactions easily identifiable for customer statements. But this was an honest mistake. Please see Exs. D and E. \nAt the conclusion of this call, I was told to expect the claim to take 10 business days for resolution, a new card would be issued, and I should see a temporary credit within 24-48 hours. I was also told that I could check the status of the claim to obtain a claim number by the end of the day in the App. \nOn XX/XX/XXXX when I did not see any credits posted and called once again to inquire, I was told that only Customer Service could apply the credits. So I was transferred to them, and after being on hold for 42 minutes told that was not true. I immediately drove to a banking center and met with XXXX XXXX, Relationship Manager who apologized profusely for the service Id been receiving and promised she would handle it. By this time I was facing a deadline to issue payroll the following day, and my account had incurred several NSF fees from items posting that would have been paid had it not been for the fraudulent charges posting on XX/XX/XXXX. I did not hear back from XXXX XXXX until XXXX  morning, when she advised that although she had spoken to a representative in the Fraud Department and been told that the request for temporary credit would be expedited -- there was still no resolution. I was unable to make payroll, NSF fees continue to pile up, and did not hear from her again until XXXX XX/XX/XXXX ( Ex F pages 1-7 ). \nA call directly to the Fraud Dept on XXXX I was told that my request for temporary credit was denied- and no reason given. My account continues to be overdrawn and through no fault of my own. \nI took it upon myself to investigate these charges. \nI called XXXX XXXX XXXX location directly ( ex G ), and they were unable to give me information about the patient but did indicate the amount charged was for a deposit- and that they were able to cancel it out. The fact that it never fully processed indicates that they were successful. \nAn attempt was made to speak with someone at XXXX XXXX, but the call was routed to my local branch and the person I spoke with only took my information and said she would pass it on to a Supervisor. I never received a call back. I did make it known that I am not a customer of theirs, yet my debit card was used to make a payment that I did not authorize. \nI XXXX XXXX XXXX XXXX and found that it is an apartment complex in XXXX, NC ( Ex. H ) Spoke with someone in Leasing and they indicated that the amount reflects an application fee, but they are not authorized to divulge any information. I told her that I did not apply for a unit in their building, yet my card was used to do so without my knowledge or permission. \nI called XXXX XXXX XXXX at the number listed on the transaction, and found that it is a payment system for apartments. I was given the name of the property AND the tenant who used my card ( I do NOT know this person nor did I authorize ) : XXXX XXXX  Residence, XXXX XXXX XXXX, XXXX NC XXXX ( XXXX ) XXXX ( Ex. I ) XXXX XXXX Tenant Finally, in response to your letter dated XX/XX/XXXX, I called the number listed and spoke with a gentleman who was very kind and helpful. He advised me that I should contact the police to report the theft, and respond to you via a written statement, which I am doing. The police report was filed with the XXXX Police Department, XXXX XXXX, and assigned DC # XXXX. You can contact the XXXX XXXX XXXX for a copy XXXX. \nThe representative I spoke with also was kind enough to recite the reasoning that was used to close my claim- and didnt understand why it was not included in the letter sent to me. I wrote down every word he said, and here is my response : Disputed transactions do not follow a fraud pattern Considering the transactions began with a XXXXXXXX  charge in XXXX, IL and charges followed within an hour in XXXX, XXXX and wherever XXXX XXXX  XXXX  is located -- I would expect anyone in your department to identify this as a fraud pattern. Otherwise, why did I receive a text alert? \nTransactions are sporadic They are clustered and took place in a short span of time When someone has access to a card they try to maximize the account right away They DID. They completely emptied the account AND overdrew it with pending authorizations by over XXXX No signs of card being compromised Again, I received a fraud text alert- that alone indicates that your department suspected compromise. \nThere was no aggressive usage on card Charging XXXX over what was available, across 4 states, in under an hour does not constitute aggressive usage??? \nThere were no rejected attempts after fraud claim activity, indicating that person using the card knew status of account Completely false. There was an attempt at XXXX online right after the card was locked. See Ex. J Customer logged into Online Banking 15x between XX/XX/XXXX and XX/XX/XXXX, so before filing disputed transactions the customer would have known account status. \nI log into Online Banking multiple times a day, every day. It is my right as a customer and in no way should be held against me or used as some excuse to place blame upon me for my card being compromised. Check the times of the login on the date of the compromise -- I logged in that morning ( to verify that my ACH deposit from online sales had posted ), and not again until after the text alert came to me. \n\nConsidering the egregious mishandling of this claim and disrespect you have shown me as a small business customer, I will also be filing a formal complaint with the Consumer Financial Protection Bureau. My account remains overdrawn, and has incurred 11 ( ELEVEN ) {$35.00} NSF fees as of the date of this letter ( ex. K Pgs 1-3 ) - with more to come. I was also promised that these fees would be refunded to me upon claim resolution. \n\nI can be reached at XXXX XXXX XXXX XXXX and would appreciate a timely response to this letter. \n\n\n\n\n\nRegards, XXXX XXXX XXXX XXXX, XXXX XXXX CO XXXX CC : Consumer Financial Protection Bureau XXXX XXXX, XXXX, XXXX. \nXXXX XXXX, XXXX.","date_sent_to_company":"2021-02-12T11:53:16.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"19119","tags":null,"has_narrative":true,"complaint_id":"4137761","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2021-02-12T11:47:43.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["The merchants who accepted these payments using my card could NOT <em>have</em> provided any <em>documentation</em> indicating my authorization of any of these transactions. If I fail to provide documents supporting any chargeback claim against my company, the customers bank ALWAYS sides with their customer. \n\nAs your business customer, I feel that you <em>have</em> been negligent in your duty to protect my assets and <em>have</em> shown no consideration to the impact of this incident to my business operations."],"sub_issue":["<em>Transaction</em> was not authorized"]},"sort":[9.382239,"4137761"]},{"_index":"complaint-public-v1","_id":"2652684","_score":6.3051977,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern, Please accept this correspondence concerning my recent experience with XXXX XXXX ( XXXX # XXXX ) representing Land Home Financial Services as a local Area Manager in XXXX, FL. I am requesting a serious investigation to be done on this transaction that essentially left me and my minor child without a roof over our head ( homeless ) while violating Florida Statutes Chapter # 501 - Floridas Deceptive and Unfair Trade Practices Act ( FDUTPA ) sections .201-.213 and 95.11 ( 3 ) ( K ), Florida Statutes . Attached hereto you will find supporting documentation in form of emails ( additional text messages and emails available ) that prove that the above mentioned Land Home Financial Services ( LHFS ) representative has engaged in bait and switch, deceptive trade practices and breach of contract during this transaction that resulted in me losing my rental apartment that I was occupying and becoming homeless. I was lead to believe all along during this process that this loan will close. Also, enclosed you will find the receipts for the financial loss that I suffered due to this failed transaction. I would like to give you a description of how this transaction transpired and I am open to be contacted if any additional information or documentation is required for a full investigation to be launched. Please accept my apologies in advance for the lengthy explanation. \nBack in XX/XX/XXXX of this year I started looking on-line at different Real Estate properties. I was intending to buy a home for myself and my daughter in the near future. I came across a property on XXXX and entered my personal information which subsequently resulted in a call from a XXXX representative to further discuss my interests on that particular property. I advised the representative that I was not working with a Mortgage Broker or a Realtor at that time and she recommended XXXX XXXX with LHFS as one of their preferred lenders in the area. She stated that they have a very tight and in depth criteria when selecting a preferred broker since they recommend them to consumers. That put me at ease as I believed that I could trust their recommendation. I agreed to XXXX passing on my contact information to XXXX and shortly thereafter I received a call from him and our communication on obtaining a loan with LHFS started. On our 1st conversation we went over general and basic information needed such as income, debt, social security number, date of birth etc. and I was told that after my credit was pulled I will be in contact with him again to discuss the maximum amount on the loan approval, and some additional info if needed. Also, at that time I was told that LHFS actually offers a Government Grant Sapphire Grant that is not available to all lenders out on the market and his office is actually issuing that directly to me since I qualified for it based on my income and property value that I was looking for. I was pleasantly surprised by that because I was looking into an FHA mortgage loan and the 3 % -5 % Grant would help with down payment and closing costs. He also recommended to me a Realtor that he claimed to know for a long time and had been doing business with, XXXX XXXX. So far everything looked perfect and I was thrilled over the down payment assistance XXXX XXXX! Shortly thereafter I was copied in an email from XXXX that was addressed to XXXX and contained XXXX Pre-Approval Letters, XXXX for {$150000.00} and XXXX for {$200000.00} which explained the following : my initial pre-approval was XXXX and to go up to XXXX I was contingent to providing him with a document that the second vehicle that was showing on my credit report was not my vehicle and that I was not making the payments on it. At that point I provided XXXX with the second vehicle Sales Contract and he advised that we could start looking for properties up to XXXX or even a bit higher since we might be able to negotiate the sales price. In regards to my credit score, he advised that I was at XXXX and I needed to be at minimum XXXX or above by the time we find a property but that he was not concerned about me bringing my score up quickly because I only had XXXX credit cards that had a tad bit of higher than usual balance and I was planning to pay them off or down anyways. \nI found a suitable property located at XXXX XXXX XXXX XXXX XXXX FL, XXXX. Towards the end of XX/XX/XXXX I came across this townhouse and in working with XXXX ( Realtor ) we had a signed contract by end of the month. When the offer was placed on the property, XXXX was advised on the sales price, address and some additional info he requested about the property. At that time I was told that I NO LONGER qualify for the Sapphire Grant because this property is coming up over the maximum DTI for the grant. The asking price was {$180000.00} and we ended up in a contract for {$180000.00}. Quick reminder, I had a Pre-Approval Letter of XXXX for a property purchase. I was not told at any point in time fromXX/XX/XXXX till this property was under contract that a lot of other factors come into play that could throw your DTI off, like property taxes, HOA, Insurance etc. since they are all calculated into the monthly housing expenses. It was never mentioned that I should only look for properties up to X amount, add on the rest of the expenses, and then look at the DTI before choosing a property. As you can imagine, disappointment is an understatement at that point but I had no choice because I was already in a signed contract so I had to come up with the 3 % down payment. I was told that the rest of the closing costs will be wrapped into the loan. Bait and Switch is absolutely what this grant was to me at that point. The process to qualify for it was not properly explained and in contrary the XXXX Pre-Approval Letter does not specify anything else other then the fact that I can purchase a property for up to XXXX in value. Quite frankly, there was absolutely nothing special about me doing business with XXXX or LHFS other than this Grant that was promised to me at the beginning of our conversations since anyone within the mortgage industry can obtain an FHA loan. \nAfter the loan was submitted to the underwriting department I was contacted by XXXX and I was told that the second car loan, the one that I am not paying for and the one that I send him the Sales Contract on, will need to be refinanced out of my name. The reason for that is because it is still considered my debt since the payments on the car were not made by the new owner for at least 12 months. Quick reminder, the Sales Contract was given to XXXX in the beginning of our dealings inXX/XX/XXXX. The date on when the car was sold is recorded in the contract plus proof of payments was also given to him as well. Left with no other choice but to try to refinance the car, I tried every avenue possible to have that done and it just didnt work out. My credit cards were not an issue anymore because by then my credit cards balances were paid down and my credit score was into low XXXX. The problem was that the person that purchased the vehicle was not able to have it refinanced due to some credit issues on her end. XXXX was advised of the situation and kept informed along the way. He was also informed that I had to give my landlord 30 day notice for moving out and I knew that the rental apartment I was living it would rent quickly because of the price and location. I had multiple conversations with XXXX over this issue and even after all that, at no point in time did he advise me that this loan would not close, so the 30 day notice was given. He continued to push this through and continued to tell me, my realtor and the sellers realtor that this will be a closed deal at some point. \nWe ended up extending the contract because we could not close in time due to the fact that the second vehicle was not able to get refinanced. If XXXX would have been a knowledgeable broker he would have known from day one that 12 months of car payments is a requirement for that second vehicle not to be considered my debt. Three other lenders that I had spoken to afterwards, not including XXXX XXXX, who herself is a Branch Manager at a different LHFS location in the state of FL knew of that requirement. At that point, he advised that another option to have this loan done would be add a co-signer to the loan and I told him that the only person that I could use could be my mother. \nI told him that my mother has gotten her XXXX XXXX XXXX XXXX in XX/XX/XXXX. Also, that she was in XXXX ( my home country ) from XX/XX/XXXX until XX/XX/XXXX therefore she only has documented income in the form of a paycheck sinceXX/XX/XXXX to which XXXX responded that that will not be an issue. The issue that we were having with my mother was that she had no credit whatsoever here in the XXXX, and for that I had to add her to my credit cards as an authorized signer which I did. It took a few weeks for that to start reflecting with the credit reporting agencies but once she showed a credit score he added her to the loan, changed the FHA to a Conventional loan and we were back on track to close on this townhouse. \nThe contract got extended once again and we were working on the last conditions that came back from the underwriting department which I was told were minor and the majority were for them to meet. We were one week out from closing and XXXX left for a XXXX week vacation to XXXX leaving XXXX XXXX in charge to close my loan, along with a couple of other people in his own office. Not until XXXX got involved and spoke to the underwriting department, after all the remaining items were submitted, that I was told that this loan it will not close or better yet it shouldnt have been a loan from the beginning. Why? Because 1. I should have never been given a Pre-Approval letter for a loan considering that the second car that was under my name but for which the actual owner was making payments were not done for at least 12 months. 2. My mother would need to have 2 years of W2, 1099 or equivalent within XXXX in order for her to be added to a loan as a co-signer. \nUnfortunately, by that time I had already had to vacate the rental unit as of XX/XX/XXXX since a new tenant was coming in inXX/XX/XXXX. The seller agreed to allow me to move my 2 bedroom 2 bathroom apartment furniture and belongings into the townhouses garage because we were to close on the loan within the next few days. That was very kind of him to allow me to do that vs. moving all my stuff into a storage unit and then into the house once the loan closed. However, the scenario was not ideal because I had to throw out everything that I had in the fridge and freezer and some other food due to the fact that I was only allowed to use the garage, and I was concerned for rodents etc. \nTwo days because the closing date I was told by XXXX that this loan will not close. To make matters even worse, I was homeless with no roof over my head or my daughters which I am primary custodian for. The seller agreed to allow me to move my stuff out of the garage and into a storage unit on a Saturday so that I did not have to use another day of vacation from work. \nWe canceled the purchase contract and the seller agreed to return my escrow deposit simply because they realized that it was nothing that I had done to prevent this loan from closing, but it was actually XXXX incompetence and lies. So here I was 6 months later, working with a professional mortgage broker that has been in business for XXXX years with no place to call home, a minor child with me, all my personal and furniture in a storage unit, and living at the mercy of my friends in their house till I found another rental apartment. \nDuring this ordeal I did not receive XXXX email from XXXX while he was in XXXX, although he was very well aware that this deal fell through because he was copied in all email communications with XXXX. I reached out to LHFS corporate office in CA and I requested that an executive reach out to me, and later on I received a call from XXXX XXXX who advised that he is the VP of National Sales, and he will me handling this matter because he is part owner of the company and his interest to have it resolved. \nI provided XXXX with all the information for this transaction, and I expressed to him that I am out of pocket, at that time of probably XXXX plus, and at minimum I am looking into being compensated for that. He agreed that he will be looking into this matter further, he would discuss it with XXXX and, I agreed to forward him the invoices once I moved into a new rental apartment since I was still living with friends at that time. \nOn XX/XX/XXXX I received a phone call from XXXX and he advised that he is back in town and he is deeply sorry for what happened and for the situation, and stressed that he was sorry for what he put me and my daughter through. He also said that he has no control over what LHFS will be reimbursing me for, but for whatever money they will not, he will do it out of his personal money to make me whole. I told him, just like I told XXXX, that I will put all the invoices together and I will be forwarding that to them once I know for sure the move in situation. \nI was lucky enough to find an apartment in the same community that I lived in before, and at the same rental price, but I had to wait for the unit to be ready. OnXX/XX/XXXX I was finally able to move in after having no place to call home for XXXX days. \nAs soon as I was able to put all the invoices together I emailed XXXX and XXXX and I requested for the reimbursement check to be sent to me. I received one communication email after that from XXXX asking for us to find a time to speak to which I responded that he can reach me on my cell phone at any time. Not a word from anyone else after that! \nAs we stand right now, I am out of pocket {$2200.00} because of a FL licensed mortgage broker that has against the law used unfair and deceptive trade practices by lying to me all along and making me believe something that was completely false and misleading, lured me into doing business with his company by promising a grant that was never given to me. That is bait and switch. He also breached a verbal contract when he stated that he will repay me the financial loss that I suffered but never gave me my money back. This is without taking into account the stress, the time lost and the pain and suffering that I went through yet it appears that LHFS and XXXX believe to have absolutely no obligation towards me as a consumer. I am asking that you step in and hold LHFS and XXXX fully responsible and accountable for their actions and facilitate that I recover my financial loss at minimum. \n\nRespectfully, XXXX XXXX XXXXXXXXXXXX XXXX ( XXXX ) XXXX","date_sent_to_company":"2017-08-28T20:37:06.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"33417","tags":null,"has_narrative":true,"complaint_id":"2652684","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2017-08-28T20:28:25.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Also, enclosed you will find the receipts for the financial loss that I suffered due to this failed <em>transaction</em>. I would like to give you a description of how this <em>transaction</em> transpired and I am open to be contacted if any additional information or <em>documentation</em> is required for a full investigation to be launched. Please accept my apologies in advance for the lengthy explanation. \nBack in XX/XX/XXXX of this year I started looking on-line at different Real Estate properties."]},"sort":[6.3051977,"2652684"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":7,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":7}]}},"product":{"doc_count":7,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Domestic (US) money transfer","doc_count":2}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":1}]}},{"key":"Credit card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1}]}}]}},"issue":{"doc_count":7,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with a purchase shown on your statement","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1},{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}},{"key":"Advertising and marketing, including promotional offers","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Didn't receive advertised or promotional terms","doc_count":1}]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fraud or scam","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a lender or other company charging your account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":1}]}}]}},"timely":{"doc_count":7,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":7}]}},"company_response":{"doc_count":7,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":4},{"key":"Closed with monetary relief","doc_count":3}]}},"submitted_via":{"doc_count":7,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":7}]}},"company":{"doc_count":7,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AMERICAN EXPRESS COMPANY","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"CITIBANK, N.A.","doc_count":1},{"key":"JPMORGAN CHASE & CO.","doc_count":1},{"key":"LAND HOME FINANCIAL SERVICES","doc_count":1},{"key":"MONEYGRAM PAYMENT SYSTEMS WORLDWIDE INC","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":7,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"GA","doc_count":2},{"key":"AR","doc_count":1},{"key":"CA","doc_count":1},{"key":"FL","doc_count":1},{"key":"IL","doc_count":1},{"key":"PA","doc_count":1}]}},"company_public_response":{"doc_count":7,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":3}]}},"tags":{"doc_count":7,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}