{"took":167,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":13,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6968700","_score":15.594483,"_source":{"product":"Checking or savings account","complaint_what_happened":"I started an account with Square in XX/XX/XXXX for a small business to have traceable record for accounting purposes. The business involves handmade wood pieces like desks, framed art/frames, cutting boards and custom pieces. I lost my W2 job at the beginning of the pandemic then spent the next XXXX years caring for my brother and father who were ill. They passed away in XXXX and XXXX. I had stockpiled some during this time as therapy. \nI chose Square because I used them from XXXX till the end of XXXX for a fence business I owned, having run several XXXX XXXX in credit card sales and borrowing $ XXXX in short term loans which were paid back on time and with no issues. I believed those facts would ease any concerns that having a lot less money now to invest in initial start up for official looking documentation and choosing to function as a XXXX initially. I had no need for adding sales tax because I had bought the wood or it was donated while caring for my family. Was just looking to start out running cards to track my sales then when necessary I could track my expenses as well since I opened the checking account with them. Boy was I wrong I have a XXXX friend who won a big lawsuit and knew a lot of people. Once I proved there were buyers out there he bought the pieces and sold them to help get cash flowing for me. Within one month they froze my account and funds without warning like they were the IRS, demanding customer information, copies of receipts and other information that my accountant would ask for not a credit card processing and bank institution. If it was healthcare that information would be protected but since it isnt I had to comply or they would shut me down they said. I had hand written receipts but I didnt know that coupled with the dollar amounts would flag me as a drug dealer in their eyes, passing judgement on me for the irritation I showed and felt when I was locked out of my money. I barley had enough money to eat. I complied and they freed my money and said I was good to go. Having had such a good experience in years past I stuck by them but waited a month before running any sales thru them. Dumb move. \nI ran one sale, same set up with XXXX friend buying prices up front to get me going again. When they let that go thru I also transferred {$400.00} from my personal checking account into my Square checking account as I needed to purchase some supplies as I had finally run out. I woke up to my account frozen again after one transaction and the transfer of personal funds. \nThey required the same XXXX information as the previous time asking for my customers info so they could verify it was legitimate etc. Asking for copies of my communications with him i.e emails and call logs. I refused again because they are paid to provide a service. I didnt know they viewed themselves as my account and/or the IRS. Also asking for an invoice this time which I provided. Handwritten but an invoice all the same. They rejected it saying it was a receipt which I showed them last time and disallowed me from completing their survey without uploading additional documentation that satisfied them leaving no space to tell them to look again since what they called a receipt had a date XXXX weeks prior to the card being processed because it was an order/invoice for requested items. I couldnt complete form and when I tried to call them it recognized my number and told me to finish the requested form and doc requests. When I finally got someone on the phone they refused to let me speak to a supervisor, protected by their frontline people. Do as I say or else was the message. The person I spoke to pretty much told me they thought I was a drug dealer and until I did what they said they were keeping the money I transferred in and the sale money until I satisfied them. They dont care that the money was a lot to me and they tied my hands so I couldnt make money to eat or live. To them I was a drug dealer because I fought them on handing over customer information so they could call and interrogate him and had handwritten receipts/invoices. I refunded the sale so he could pay me in a manner that I would actually get paid but I can do nothing about the money I transferred from XXXX checking account to theirs. They have it locked up for 90 days and tell me I can do nothing about it and they closed my account with them. Since they are functioning as a bank they should act like it because Im pretty sure the government doesnt allow any bank to keep a customers bank deposits for 90 days allowing them no access to their own money. They will not take my calls and have not responded to XXXX emails I sent asking for a reason and seeking relief from the financial hardship they have cause me. As a matter of fact they should pay a heavy interest rate for keeping my money in their hands when they have no right. I am disgusted and sickened by what Square has become. A greedy corporation passing judgement like a god instead of a tool for small business. A service that they collect money to provide. They certainly kept their 3.5 % from the transaction I refunded out of fear of never seeing it. It seems like they work for the federal government not the businesses that pay them. I have never been judged so harshly for so little in my life and I am a previous customer. Imagine if I wasnt?","date_sent_to_company":"2023-05-12T06:50:54.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"044XX","tags":null,"has_narrative":true,"complaint_id":"6968700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-05-12T05:44:32.000Z","state":"ME","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The person I spoke to <em>pretty</em> much told me they thought I was a drug dealer and until I did what they said they were <em>keeping</em> the <em>money</em> I transferred in and the sale <em>money</em> until I satisfied them. They dont care that the <em>money</em> was a lot to me and they tied my hands so I couldnt make <em>money</em> to eat or live. To them I was a drug dealer because I fought them on handing over customer information so they could call and interrogate him and had handwritten receipts/invoices."]},"sort":[15.594483,"6968700"]},{"_index":"complaint-public-v1","_id":"3555102","_score":14.385376,"_source":{"product":"Debt collection","complaint_what_happened":"I took 2 predatory title loans out, both with the same company, OneMain Financial. The first loan was for approx. {$2000.00}. On my credit report, my first loan with OneMain opened XX/XX/XXXX. I paid about half ( {$1000.00} ) off, and then I needed money again, and they had been urging me to take another loan out, so I did, taking another {$1000.00} out. They had always been super nice to me, and I was good about keeping my payments on time. I took the second loan ( according to my credit report ) on XX/XX/XXXX. Looking at my credit report, they wrote the first loan off as the second loan would be a refinance since I still had an amount of XXXX still to pay. Everything was pretty good until I started to run into financial hardship, with my son being XXXX XXXX XXXX XXXX which then took money away from me in XXXX  XXXX. I suddenly could only afford basic things on my fixed social security income. That is when OneMain got really irrational, and then they started to call me multiple times a day and essentially harass me to pay back my debt. I told them multiple times that I could not make my payments anymore, and told them to repossess my car. I had a second car, so it didn't really matter. They kept on harassing me and harassing me until about XX/XX/XXXX. They would call as early as XXXX, and then as late as XXXX. They always harassed me by saying that if that I got my car repossessed ( like my wishes ) that it would destroy my credit. On the last few calls, they started to threaten legal actions ( civil lawsuit ) and that they would have the ability to garnish what little I already have. They finally stopped calling, like I said, in XX/XX/XXXX, to only find out that my account is closed apparently. I don't exactly know what this means, as they did send notification of that they were closing my account, I didn't know what they exactly did, until about a few months ago, when I looked harder at my credit reports, and OneMain closed the account with the remark \" purchased by another lender ''. No other lender, or anyone, has notified me about my status. Now, I am trying to get rid of the car that has the lien on it, and I am trying to see who has the title, and my state BMV says that OneMain still has the title as a lienholder, even though my credit report says that they sold my account to another lender, and then OneMain also has closed my account clearly with them. No other lenders are showing on my credit report, only the ones that I know of. I am really confused, and when I try to access my online account with OneMain, they also say that I don't have any accounts with them. I don't know who to contact, and also I don't know how much my loan was sold for, or really anything.","date_sent_to_company":"2020-03-06T18:36:35.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"Payday loan debt","zip_code":"449XX","tags":null,"has_narrative":true,"complaint_id":"3555102","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"ONEMAIN FINANCE CORPORATION","date_received":"2020-03-05T04:13:00.000Z","state":"OH","company_public_response":null,"sub_issue":"Collected or attempted to collect exempt funds"},"highlight":{"complaint_what_happened":["I paid about half ( {$1000.00} ) off, and then I needed <em>money</em> again, and they had been urging me to take another loan out, so I did, taking another {$1000.00} out. They had always been super nice to me, and I was <em>good</em> about <em>keeping</em> my payments on time. I took the second loan ( according to my credit report ) on XX/XX/XXXX. Looking at my credit report, they wrote the first loan off as the second loan would be a refinance since I still had an amount of XXXX still to pay."]},"sort":[14.385376,"3555102"]},{"_index":"complaint-public-v1","_id":"3523898","_score":11.751265,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"Problem started I. XX/XX/XXXX I was told I was 3 payments behind I. XX/XX/XXXX. I asked for an explanation because that was not at all true went over receipts with her I paid two payments in XXXX and then I paid 1 in XX/XX/XXXX I just been a victim of a violent crime so what in the best state of mind and the manager kept telling me that I was three payments behind so I paid another few payments I even had the pawm my TV and some other antiques to pay by this. This manager of this particular title loan service was keeping my payments. Because I was never three payments behind the final straw was I got a letter XX/XX/XXXX stating if I didn't pay by XX/XX/XXXX my car would go into default. So I paid again before the default I've got a money order receipt for that but I could not find it when I was talking to this manager about it and she kept insisting every time I paid I didn't pay it but I was three payments behind all the time. I found that receipt after the fact of going through this again with her after paying the money for the default or to be paid by the day before the default date well I found the receipt tried to reach out to the man who owns the company could not get to him call his other locations I did not want to give them information because the person who is the manager of the store is who have the complaint against and they kept telling me that she was the one that I have to give all this information while I did not want to give the person who stole from me and put me into default knowing I wasn't in it but pushed it because she thought I couldn't find the receipt so I didn't know what to do. I was not going to give money to somebody they kept stealing my money so basically they gave we're giving me no choice I still have my car I even talked to an attorney but he said they would push me into arbitration. And I told the attorney they may have work things has he said in their contracts that basically protect them and not a consumer. But I said that is all fine and good but I have proof of the receipt and the letter she sent me if I didn't pay by certain date it will go into fault I have all that I'm waiting on a letter to show who signed for it and cashed it as being the manager of the store she is the one who has to cash those. So I was fraudulently put in default that payment don't know where it went and I've had mistress repo agents following me around I paid cash for my XXXX XXXX when my father passed away in XXXX so it was a real frustrating emotionally and mentally and cause me much stress me and my husband matter fact he had a XXXX XXXX dealing with all the stuff and constantly worrying about somebody taking the car when we paid our bills. Everything and everyone I've tried to reach out to in the legal area because I don't have a bunch of money to throw down to them no basically gives me the run-around also. All I want is an end to this I have the proof that I paid before default as I said and I was not sending the packet with all this proof in it to her whether I made copies or not because somehow if you can still as much as she sold and push somebody's car in The fault like that I wasn't trust and doing it and I said I reached out to the top the man who owns it never heard back from him I was other offices I said I had to deal straight with that manager that location that was it so I just felt like they had their foot on my throat.I 'm well paid over what I owe them on that loan I don't know what to do from here if she hadn't done that I've been paying the payments and it probably be paid off by now. I don't think anybody should have to go through this they're taking advantage of people like that holding our lives hostage when you give a manager somebody that's got full 30 over everything can change things this and other and you can only talk to them well that's pretty I don't even know where this is unbelievable and it's against the law. Please help me remedy this situation and also remedy it was the title loan company that they not do this to someone else they are messing with people 's lives and livelihood","date_sent_to_company":"2020-02-19T13:27:54.000Z","issue":"Loan payment wasn't credited to your account","sub_product":"Title loan","zip_code":"298XX","tags":null,"has_narrative":true,"complaint_id":"3523898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AutoMoney, Inc.","date_received":"2020-02-07T18:03:49.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This manager of this particular title loan service was <em>keeping</em> my payments. Because I was never three payments behind the final straw was I got a letter XX/XX/XXXX stating if I didn't pay by XX/XX/XXXX my car would go into default. So I paid again before the default I've got a <em>money</em> order receipt for that but I could not find it when I was talking to this manager about it and she kept insisting every time I paid I didn't pay it but I was three payments behind all the time."],"company":["Auto<em>Money</em>, Inc."]},"sort":[11.751265,"3523898"]},{"_index":"complaint-public-v1","_id":"2556895","_score":11.738606,"_source":{"product":"Mortgage","complaint_what_happened":"I started a mortgage loan on XX/XX/XXXX with a company SouthEast mortgage. It started as a USDA loan they preapproved me on. Well after some time they contact me and say the house is too much for the USDA loan I needed to get the FHA loan and qualify for the GA dream loan for the down payment. XX/XX/XXXX I worked for myself and have filed for a tax extension. Which they have known about since they asked for my XX/XX/XXXX XXXX in the beginning. They said it will be fine most likely after the underwriter reviews it before conditional approval. Some more time goes by and turns out I did not qualify for GA dream like they said I did because of the XX/XX/XXXX tax extension which they already knew about but I guess forgot. I was told to get an appraisal to make sure the house was going to appraise for the sellers asking price. I did so because they kept telling me all my paperwork was pretty much good so far including the XX/XX/XXXX tax extension and my self employment of that year. So we get conditionally approved for the FHA loan and everything we sent over ( after explaining to them at least 3 times in e-mail and even more times over the phone had to remind the mortgage agent that I did not have XX/XX/XXXX XXXX or returns for them at this point ) and they just wanted a few more documents and explanations which I delivered to them. XX/XX/XXXX comes around we have already paid the inspection now and my mortgage agent stated \" the underwriter has approved everything '' when I asked about buying home insurance but was concerned if the underwriter was going to deny me because of the taxes ( since they kept asking for it no matter how many times I explained it to them it seemed ) after I bought insurance. So after being told my XX/XX/XXXX taxes were approved long before conditionally approved than being re-assured everything was approved and ready for closing on XX/XX/XXXX they got behind somehow we found out XX/XX/XXXX that we were not going to be closing cause they got behind and had to file for an 8 day extension. Later on in the evening I get a call saying the underwriter has decided to deny my loan because of my XX/XX/XXXX taxes and work year. Something I was told was okay since XX/XX/XXXX something they have known about for so long it took them until 3 days before closing to deny me based on information that never changed and they had access to review since XX/XX/XXXX. With this sudden change of heart by them I had already bought the appraisal and inspection and lost my earnest check. Not to mention I gave up the lease at my apartment so at the end of this month my girlfriend and newborn daughter and I will have no where to go because of this on top of them keeping all my money. The amount of XXXX XXXX and XXXX this mortgage company has caused my family with their lies and theft is unbearable with my current situation. Please help me I followed through on my due diligence gave them all the info they asked for and they scammed me.","date_sent_to_company":"2017-06-23T05:30:55.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"30680","tags":null,"has_narrative":true,"complaint_id":"2556895","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"SOUTHEAST MORTGAGE OF GA INC","date_received":"2017-06-23T00:49:51.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I did so because they kept telling me all my paperwork was <em>pretty</em> much <em>good</em> so far including the XX/XX/XXXX tax extension and my self employment of that year."]},"sort":[11.738606,"2556895"]},{"_index":"complaint-public-v1","_id":"5093227","_score":8.987217,"_source":{"product":"Mortgage","complaint_what_happened":"I have a harp loan serviced my Fifth Third Bank. My loan was in forbearance due to covid-19. In XXXX of XXXX, I contacted the Banks home assistance program and made an application for a modification. My balance was {$81000.00} plus my missed payments of approximately {$6000.00}. My payments were XXXX a month. After several months oh, I had heard nothing from the modification Department of Fifth Third Bank. I obtained the number and called for information on my application and was informed that it was proceeding and I needed to make the three trial payments required under the program. I made those payments through an automatic ACH set up by the modification Department to Fifth Third in the amount of {$470.00}. After the 3 months, I received a check from Fifth Third returning one of the payments. At that time I called the modification department and was informed that because I had not made the three payments required that I did not have an application open. Their expert team evaluated my situation and informed me that I was told incorrectly and the ACH for the three payments was done in error. Therefore they would start a new application this was in XX/XX/XXXX. I made payments again but was only required to make two because they cancel that check Fifth Third sent me and used it for a payment. The modification Department did not know where the other two payments went or would not tell me what or where the money went. Near the end of XX/XX/XXXX I inquire about the closing of my modification loan and was told no hurry they were doing calculations and it wouldn't be finalized soon and I would get documents in the mail. I asked if I should send another payment and they said no. By the end of XXXX I had not received anything and I called again and was told that I needed active flood insurance. My flood insurance had been forced placed by the bank for several years because I could not afford FEMA amount they charged at {$3800.00} a year. I called the flood insurance department of Fifth Third regarding my flood insurance and was emailed documentation that my coverage was through XX/XX/XXXX. I had received a cancellation letter dated XX/XX/XXXX but it was late reaching me. So the flood Department email me documentation of coverage and informed me that at the time the XXXX closing of my modification was to take place that I was fully covered. There is much confusion and modification Department of Fifth Third and they could not or would not obtain the proof of flood insurance. However, they did send me a letter stating that I needed to provide flood insurance coverage proof by XX/XX/XXXX and if I did not know that foreclosure procedures would begin. Due to the error in their instructions about the first three month trial. Of payments in my first application, my modification refinance has been delayed many months. Now the second application has been delayed due to lapse of flood insurance which was fifth third 's fault. I am facing foreclosure proceedings on XX/XX/XXXX and I have begged for assistance from Fifth Third Bank to take care of this matter and I have not received any written communication or phone calls providing me any information regarding my second application. My workers name is XXXX XXXX. I had emailed her the proof of flood insurance provided by Fifth third 's insurance department because she could not obtain it. I do not know what to do next. I had written a letter to the senior vice president, XXXX XXXX and plan to mail it tomorrow register mail. I have requested that he look into the matter and stop the Foreclosure which was brought on by Fifth third 's error. I have made five payments since I first applied in XX/XX/XXXX. They have not provided me with information about my options, documentation of anything they have processed with regard to my applications,. The only thing I have received is the other branch of Fifth Third mortgage department requesting the amount past due of {$10000.00} which I do not have to pay due to the covid hardship. I am going to try to get a loan on my vehicle which is fully paid and try to pay this amount. I have decent fair credit score and that's XXXX and for a low-income retired state worker that's pretty good. I have never been late or missed a mortgage payment since XXXX. I had been treated unfairly by Fifth Third oh, they have deliberately withheld information from me, they have failed to inform me of my options under the cares act stimulus covid-19 forbearance and refinance modification mortgage. Fifth Third has displayed to me their intent to stall and get rid of my mortgage and foreclosed on my home deliberately. I do hope you forward this and try to help me. I am XXXX XXXX XXXX on Social Security and State retirement and I qualified for the previous HARP loan and qualify for this new homeowners assistance program modification or refinance due to the covid-19 hardship. Fifth Third has denied me deliberately by not disclosing information, contacting me and keeping me informed, they had put the burden on me and they had messed it up twice. Please help me if you can I found this site online. My name is XXXX XXXX. Fifth Third told me last week I no longer have a mortgage with them to stop calling. The modification unit under the homeowners assistance program tells me calculations are being made sit tight it will be finished soon however they have been telling me that since XX/XX/XXXX. I am going to lose my home and that is wrong for Fifth Third to treat me this way.","date_sent_to_company":"2022-01-11T07:00:11.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"253XX","tags":"Older American","has_narrative":true,"complaint_id":"5093227","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2022-01-11T06:19:55.000Z","state":"WV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have decent fair credit score and that's XXXX and for a low-income retired state worker that's <em>pretty</em> <em>good</em>. I have never been late or missed a mortgage payment since XXXX. I had been treated unfairly by Fifth Third oh, they have deliberately withheld information from me, they have failed to inform me of my options under the cares act stimulus covid-19 forbearance and refinance modification mortgage."]},"sort":[8.987217,"5093227"]},{"_index":"complaint-public-v1","_id":"2786765","_score":8.815986,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is what happened to my daughter who used a card that is an extension of mine : I had my wedding XXXX months ago ( on XX/XX/XXXX ) and for the matter I was looking for a dress for my mother. My search led me to a dress store in XXXX, New York called XXXX. \nFrom the moment I entered the store o XX/XX/XXXX ; both the store manager and the selling associate were on top of me and rushing me to make a {$5.00} decision within minutes and pick a dress for my mother. \nBetween all the rushing and push-overs, I was able to narrow down the choices into two dresses. One of the dresses were {$4.00} and the other was {$4.00} plus taxes. Even though, I repeatedly told them that I can not make any purchase before fully discussing this with my mother whom lives in another country with another time zone and since she will be the one who is going to wear the dress. \nAt the very least I had to confirm the size. But they kept pushing me to make a purchase and that they will do anything to accommodate my mother by helping with the sizesetc. \nIn the end, they scared me by saying that everything sells very fast and if I pay them {$4.00} deposit, I can secure both dresses and depending on our pick, they will either refund the extra amount ( if we ended up picking the {$4.00} dress ) or ask for another amount. I am not a seller or a professional but I am pretty sure the point of putting a deposit is to secure certain services or goods for a certain period of time. Thus, I made them the payment, thinking this would save me time to reach out to my mother and ask for her opinion within the same day or two. \nNo one has mentioned me that this deposit was not refundable. They were already speaking in a language that is not my native and on top of it they were running around me creating chaos and pressure to make a decision as if I had limited time. There are some signs in the store saying all purchases are final but what I did was not a purchase and I didnt see any of it to ask about.. \nEven the fact that, I have not paid fully for any dress shows that it was not a completed purchase. Thus, they were the one who created the rushing environment and forced me to pay a deposit leaving me with and impression that it is a reversible transaction. ( On another side note, when I called my mother to ask for her opinion in the store, the seller lady was very inappropriate with my mother and made racist jokes by calling her XXXX. I tried to ignore her inappropriate actions and focused on the task at hand.. ) Later the night, I spoke to my mother and decided not to buy either of them and the very next day ( in less than 24 hours ), I returned to the store and asked for my money back. Thats was when they showed me their purchase policy ( even though this was not a complete purchase ) and that they can not pay me back. With the stress of arranging a wedding in another country than your own and their rude attitude, I rushed out of the store in tears and very frustrated that I wasconned for my fathers money. When I did some research and checked some of the reviews for the store, I realized that I was not the only victim of such an action. \nAt that moment, I trusted American Express to protect me and my father who has been a loyal customer for years without skipping any payment. You guys gave me a comfort that it is not that easy to scam people who paid with AmeX and I thought I would bring it up to my father and to your attention so that we get a resolution. \nLater I found out that, the refund is rejected by you and that I have to go back to the store where I was mistreated, insulted and talk to the owner for some sort of negotiation.. \nI took my fianc and went to the store three times, where for the first two times he wasnt even there ( even though we called in advance ) and when we finally went for the third time he was there and told us that he is with a customer and to wait 10-15 minutes. He didnt offer us a seat or any drinks which is customary to every single entering customer. He kept running for one customer after another and made us wait for 1.5 hours standing in the middle of the store. When finally my fianc went to speak with him and asked him his 10 minutes, he told us to call next time ( which we did! ) and make an appointment. There again, for the third time, I was mistreated, tricked and conned into keeping my money and I wasnt even able to talk or negotiate the issue. We have raised these incidents and concerns to your attention multiple times but I still feel that you have not taken the proper action for this case. I trust American Express to do his due diligence and realize how one of their loyal customer is scammed in the middle of XXXX. \nYou can tell from our history that we are not a type of people who tries to exploit certain services of American Express. We are merely seeking for justice and protection by our own bank against some scamming store with a history of similar incident. ( Please check XXXX reviews for similar cases ). \nI trust your judgement and ability to tell where there is a scam and mistreatment and I invite you to do the right thing by helping us. \nRegards, XXXX XXXX XXXX So that 's the story and from that date I call American Express and talk with a lot of different departments persons and everybody told me that I have to pay because the store policy 's. \n\nI want to know if all customers before paying in a store, have a copy of the policies or conditions of the store or as in this case, my daughter made a payment of approximately 50 % of the amount of the ticket where it says on the top a deposit number and in the lower one that do not refund money, which is deceptive. \n\nI have exhausted all instances with American Express, which has defended the store and has not protected the cardholder, arguing that the policies of the store are clear. \nNeither my daughter nor I have received clearly the store policy 's or any merchandise or services from XXXX XXXX to date and American Express has not protected me as a cardholder despite having the card since XXXX with an excellent record. \n\nI do not want to think that because I am a XXXX American client I am also suffering from some type of discrimination and I totally reject the way they have handled the case, encouraging the abuse of unscrupulous stores like XXXX XXXX and forcing the cardholder to use the credit card in good faith and willingness to pay for something not received only by signing a voucher by means of deception.","date_sent_to_company":"2018-01-19T07:04:51.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2786765","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2018-01-19T00:44:03.000Z","state":"NY","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["There again, for the third time, I was mistreated, tricked and conned into <em>keeping</em> my <em>money</em> and I wasnt even able to talk or negotiate the issue. We have raised these incidents and concerns to your attention multiple times but I still feel that you have not taken the proper action for this case. I trust American Express to do his due diligence and realize how one of their loyal customer is scammed in the middle of XXXX."]},"sort":[8.815986,"2786765"]},{"_index":"complaint-public-v1","_id":"14712161","_score":8.671886,"_source":{"product":"Checking or savings account","complaint_what_happened":"I use ( albeit NOT for much longer ) the Chime banking XXXX XXXX Chime XXXX I received a check from a client on Tuesday XX/XX/XXXX as a 50 % deposit on a job which I am contracted to have completed by end of day on Saturday XX/XX/XXXX. The check deposited was in the amount of {$1700.00} and was paid to me for the purposes of procuring the necessary materials to fulfill my obligations by the date stated in the contractual agreement. The deposit, which was made around XXXX XXXX will be fully processed with funds available in my account until Tuesday XX/XX/XXXX. This is an unreasonable and unnecessary hold period. \n\nBecause of this, I am facing a 100 % bank induced breach of contract and concerned for the potential legal action, which very well may, result from the breach. The financial harm that I am likely to experience due to this negligent delay is cause for major concern. Loss of the remaining balance and the return of the deposit is not where the harm ends, although that's bad enough. I'll be losing a very good first-time client that told me he could keep me busy for the remainder of the year, as he had a ton of work in need of completion but was unable to find anyone reliable that could stick to the agreed upon schedule. He is a well-respected and extremely connected local businessman so I'm also losing any potential referrals I was hoping to earn using hard work, attention to detail, keeping my word and fulfilling my obligations in the agreed upon time frame. Why? Because of some policy. That check could be verified in a matter of minutes. Probably seconds if they wanted. I can accept a processing wait time, if it's reasonable. \n\nXXXX hours is ample time for processing a deposit. 7 days is unacceptable, unreasonable, unethical and I believe it, criminal. \n\nIf a bank or financial institution is regularly imposing these wait times, they're obviously using the many millions of dollars that is \" being processed by the system '' for the purposes of investment or market manipulation in order to earn themselves a quick profit using their preferred currency. Someone else 's. Meanwhile, those of us depending on that money for survival are just supposed to sit patiently and slowly lose everything because \" they '' make the rules. People can only take so much for so long. People will only take so much for so long. The most dangerous individuals you are likely to encounter are the ones who feel they have nothing to lose. It's unwise and foolishly arrogant to believe anything to the contrary. But I digress. Apologies. This is extremely upsetting. \n\n\nInitially I attempted contact through the app. The virtual assistant put me on with a supposed person named \" XXXX, XXXXXXXX XXXX '' but she told me to give her a minute to pull up my account and never returned. Then I have \" XXXX '' answering when I asked if \" XXXX '' was still there. I decided it would be better to just call after that. \nI just got off the phone with \" XXXX XXXX '', the last of the last line of supervisors employed by XXXX XXXX I suppose that makes her CEO or something. Although, I would think the CEO would be able to do something. \" XXXX XXXX '' carried about as much weight as an anorexic, XXXX patient with bulimic tendencies undergoing XXXX while suffering from a {$500.00} per day meth-addiction. Hopefully, that's descriptive enough to properly make my point regarding her ability to help in any way, whatsoever. It's certainly, in no way, meant to make light of or joke about any individual unfortunate enough to suffer one of those horrible and tragic afflictions or to have to watch a loved one do so. It's using hyperbolic imagery which is intended to paint a picture of just how little the individuals in \" Member Services '' are able to do. \" XXXX XXXX '' was a \" XXXX XXXX XXXX. '' The top of the food chain and she's two rungs above \" XXXX, Virtual Assistant '' and one rung above \" XXXX, Member Services '' with whom I spoke last night as well as the night before. I was told by everyone, \" There's nothing you or I can do and you can't do anything else with the check now either. '' I'll bet I can have a stop-payment issued and a new check written by simply being honest and making him aware of the fact that it's being held by a greedy institution that's a perfect example of our horribly corrupt and broken financial system so that they're able to invest someone else 's money, as opposed to their own for no other reason than they can. Because who's going to stop them? This complaint? The documentary that's currently in production as an attempt to shine a light on the unfortunate truths regarding banks, our monopoly money, I mean monetary system, XXXX XXXX and the global economy? Who? XXXX XXXX? The FBI? The United States Government? The IRS? The President? The bank police?\n\nThe Consumer Financial Protection Bureau? I certainly hope so. Seems like you're all we've got. \n\n\n\nAlthough, for some reason, I think back to my 4th grade year of school. I got into trouble and my mother was sent a letter, which was given to me to take home and return signed the next day. I forged my mom 's signature and returned it and everything was fine. At least until my teacher ran into my mother at the grocery store XXXX weeks later and complimented my marked change in behavior since \" the letter. '' I'm sure I don't need to explain how that worked out for me. Not great. So, I decided the letters were no good for anyone and maybe there was a better way for teachers to contact parents to notify them about an issue. One afternoon, while at my uncles printing business, I was looking at the displays of brochures, business cards, menus, invitations, etc. and I saw some organization made up for the purposes of displaying the media. Something along the line of \" XXXX XXXX XXXX XXXX XXXX and it provided a phone number of an office you could call and leave a message about any problem that you wanted the city to address and someone would check the messages and get the issue reported to the person or department that would handle or look into the issue. I asked my uncle if he had ever called them and he said, no, it's not a real organization, that's the number to one of the phone lines here. I asked if people left any messages and he said, no, because most people realize it's just a display, even though it was a good idea. \n\nI thought so too. That summer, I spent a lot of time at my uncle 's shop. I learned how the printing was done, how the orders were processed, how the phone system worked and how to use a broom. I also learned the process for typesetting and proofing the orders. Towards the end of that summer, I asked if I could print some flyers for school and my uncle said sure, you know what to do now, put in an order and get it moving through the process. I wrote down what I wanted and gave it to the typesetter and she smiled and put it together and added the logo and everything. It was proofed and sent to production and by the next day, I had my completed order in hand when I left. When school started back, I took about 30 of my 500 flyers printed on medium weight, standard letter sized semi-gloss print stock and I taped them to random spots down the hallways and left another 60 or so on the table outside the front office. A week later I heard my teacher talking to one of the other 5th grade teachers in the hallway about how convenient the new policy was because everyone could handle it on their own schedule and the children didn't have to even know or be involved and it completely eliminated the need for a third party to be present, like when the parents had to come to school, which was usually unnecessary anyway. \n\n\n\nIt's fair to say, the XXXX XXXX XXXX XXXX XXXX Coalition for Communication was a great success. I don't know of one child whose parents received a call from their teacher that year. I still wonder how the typesetter, proof-reader, man running the printer, woman who boxed the orders and my uncle all looked at that flyer but not a single one of them noticed that the XXXX phone number was the third line to the shop they were all working in every day. The part of the flyer that instructed that all messages be left after 6 pm pretty much guaranteed that nobody would ever answer but the voicemail to that particular unused line. A voicemail that just beeped but didn't actually record anything. \n\n\n\nWhat matters is the teachers believed that they were doing their jobs and making parents aware any issues when necessary, the parents believed their children were behaving and the children were left to be children and govern themselves. \n\nNot why that seemed relevant but something tells me it is.","date_sent_to_company":"2025-08-01T16:31:04.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"36605","tags":null,"has_narrative":true,"complaint_id":"14712161","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-07-17T18:30:11.000Z","state":"AL","company_public_response":null,"sub_issue":"Deposits or withdrawals"},"highlight":{"complaint_what_happened":["The part of the flyer that instructed that all messages be left after 6 pm <em>pretty</em> much guaranteed that nobody would ever answer but the voicemail to that particular unused line. A voicemail that just beeped but didn't actually record anything. \n\n\n\nWhat <em>matters</em> is the teachers believed that they were doing their jobs and making parents aware any issues when necessary, the parents believed their children were behaving and the children were left to be children and govern themselves."]},"sort":[8.671886,"14712161"]},{"_index":"complaint-public-v1","_id":"3470027","_score":7.692256,"_source":{"product":"Checking or savings account","complaint_what_happened":"I went to TD Bank on XX/XX/XXXX, with a very large XXXX XXXX settlement check, in the amount of {$100000.00} and soon as I walked in the door, I met the employee, that was the Acting Store Manager/Assistant Store Manager ( employed as both positions is my understanding ) at that time, ( ( who was in a position of \" fiduciary trust '' with me, as she was very well aware that I receive permanent social security XXXX ... ... ( I was beat up under anesthesia and was taped that I XXXX   my own XXXX  XXXX away from my XXXX  after an XXXX  XXXX, as well as I suffer from XXXX XXXX XXXX, and a number of other injuries from falls, accidents, and traumas since the age of XXXX. I couldn't get medical malpractice, and due to the XXXX and other issues, became permanently XXXX under Social Security XXXX in XXXX of XXXX ) ... as she assisted me with regard to fees on my mortgage, and bank accounts in about XXXX of XXXX ) ) ; and so I asked the Acting Store Manager/Assistant Store Manager, upon my arrival, to \" Please deposit this XXXX XXXX Settlement Check, which is for {$100000.00}, into my already existing checking account '' and I further stated \" That I will be back in a few days to get some large checks authorized, as I want to pay off the doctors, and then take the majority of my money to XXXX XXXX, XXXX XXXX, to invest my money for my son and I, and our future. '' The Acting Store Manager/Assistant Store Manager, at that time, stated abruptly, and yelled at me, \" No, you don't need to take your check to XXXX XXXX! Just deposit your check here, with us, in a Stellar Savings Account, for easy access. '' I told her, \" Well, I don't want easy access, I need to make sure to invest this money for my son and I and our future. '' She told, me \" Ahhhh, Don't Worry, Come on in my office and let me show you what we can do for you. '' And she pretty much \" snatched '' the check out of my hand, and began walking toward her office. \n\nWe sat down and the ONLY Financial Advice, Planning, Maintenance, or Assistance, the Acting Store Manager/Assistant Store Manager, did was to tell me to take {$20000.00} to pay off my home and that would put {$250.00} in my pocket each month. '' I told her \" That sounds good, but I'm not sure if that's what I should do right away, as I would like to speak with an investor, to see what's the best options, and to make sure I don't squander or lose my money, as there may not be an opportunity for us to have this kind of check again. '' She Told me, well here is a card, and she wrote a number on the back of her business card, and she said you can call this number and somebody should be able to help you. \nAnd she said now let me open you the \" Stellar Saving Account '' and you will be good to go. \n\nI sat there sad, and all slumped over, and I was confused, as I was beyond excited to have received that kind of check, and the check had just arrived by Express Delivery that morning, as I was able to settle my case, by myself, out of court, after four ( 4 ) lawyers told me that I wouldn't get anything for my case. \n\nTo settle my own XXXX XXXX case, I worked with the XXXX XXXX XXXX Office, and also picked up medical records from another provider, and I researched Florida Statutes, and I was able to prove additional injuries and that the insurance carrier had not properly handled my case, and the Insurance Carrier chose to settle out of court, and I legally and rightfully received the full uninsured/underinsured motorist policy of the {$100000.00}. \n\nSo, the Employee that was in both Employment Capacities, Acting Store Manager/Assistant Store Manager, proceeded to open my \" Stellar Savings Account '' and did absolutely NOTHING else even that day to assist me with my Financial Planning and Investments, of my assets, or to even open other accounts, to diversify the money, as she could have helped me open \" CD 's '' or \" IRA 's '' or even an additional savings account for my Son, but she did NOTHING else to manage, and assist me, for my son and I, and our future.. \n\nShe handed me the information, on the \" Stellar Savings Account ' and the entire time, I knew I was making a horrific mistake, \" trusting '' the \" advice '' of the Employee that I knew in a Fiduciary Capacity, as she just sat smirking and smiling and all thrilled and happy that I had \" opened '' a \" new '' \" Stellar Savings Account. '' During the enrollment process, and the \" conversion '' of my money from My Intended and Planned purpose to merely deposit my XXXX XXXX Settlement Check into my already existing Checking Account so that I could go to XXXX XXXX, XXXX XXXX, in a few days, and invest my money, the Acting Store Manager/Assistant Store Manager, asked if I wanted to keep the information online, or keep the account to have mailed bank statements. We discussed about the size of the deposit, and so with her advice, as well, I chose to NOT have my \" Stellar Savings Account '' online. \n\nThe choice to stay offline, ended up being a really bad choice, overall, as the lapse in time in bank statements, and other personal matters, including my own health issues, and that my brother was fighting XXXX XXXX, and very sadly did transition, and that I was very busy filing, what ended up being three ( 3 ) separate Federal Court Cases, all during the time frame, I was \" exploited '' and \" ripped off '' of what I say is, thousands of dollars of my money, what I believe was stolen by the TD Bank Employees, including the Acting Store Manager/Assistant Store Manger. \n\nI also fully believe that the Acting Store/Manager/Assistant Store Manager May have received a \" bonus '' or \" perk '' or \" raise '' or some sort of benefit to herself, by pretty much \" forcing '' me to open the \" new '' \" Stellar Savings Account '' So, while I was busy on 1200 pages of documents over a year and a half, in the three ( 3 ) Federal Court Cases, and fighting through being sick, and even injured, and dealing with family and their sickness, between XX/XX/XXXX to XX/XX/XXXX, I was going to the TD Bank Store Location that opened my \" Stellar Savings Account '', and I would get cash, but I kept telling the various Bank Tellers, including the Acting Store Manger/Assistant Store Manager, that \" opened '' the \" Stellar Savings Account '' that \" I felt that my balances were wrong, and that I was going through my money too quickly, and that I needed to get with an investor, or do something so I wouldn't lose all of my money. '' They even know that I was paying additional mortgage payments, to bring down the principal on my home, but they did NOTHING to Assist me, help me, guide me, or even direct me to any of the other TD Bank actual Brokerage Investment Subsidiaries, of TD Bank, such as TD Ameritrade or the TD Bank Investment Management Offices. \n\nInstead, from XX/XX/XXXX to XX/XX/XXXX, I was \" deprived '' of my \" ownership interest in my financial assets for the future, for my son and I '', in \" trusting '' the Fiduciary Confidence and Advice of the Acting Store Manager/Assistant Store Manager, who to me \" represented '' herself, as a \" Broker '' and her TD Branch Store Location, as an \" Investment Brokerage. '' I met with the Acting Store Manager/Assistant Store Manger in XXXX of XXXX, and asked her \" Where is all of my Money? '' and \" Why am I broke? '' The Acting Store Manager/Assistant Store Manager, printed out all of the bank statements, and threw them at me, and told me, \" You spent all of your money. '' I was sad, and XXXX, and crying and I told her, that \" I didn't think it was right, what happened to me, and that I didn't have any money left for my son and I, and our Future. and that I wanted an \" investigation '' into my account, as there were Thousands of Dollars, that I could NOT Account for in any of my records. '' The Acting Store Manager/Assistant Store Manager did NOTHING. \n\nIn XXXX of XXXX, I contacted the TD Regional Branch Manager, and advised of what occurred, and that I felt I had been \" Exploited '' and \" Ripped Off '' as a XXXX Adult in Florida, and that I wanted my {$100000.00} back, as I feel that the Acting Store Manger/Assistant Store Manger, had no Legal Right or Capacity, to tell me to NOT Take my check to XXXX XXXX, XXXX XXXX, and to \" force '' me to \" open a \" New '' \" Stellar Savings Account '' and that they completely misrepresented themselves, as a \" Broker '' and their TD Bank Store Location, as an \" Investment Brokerage, '' and I kept claiming that Money was going out of my \" Stellar Savings Account '' faster than I could account for in my receipts or records. \n\nThe TD Bank Regional Branch Manager did NOTHING. \n\nSo, in XXXX of XXXX, I once again, contacted the TD Bank Regional Branch Manger, and advised of the Violations of Florida Statutes 812, Theft, Robbery and Related Crimes, specifically, Chapter 812.014 ( 1 ), ( a ), ( b ) and ( 2 ) ( a ) ( 1 ), and that the Acting Store Manager/Assistant Store Manager had \"  converted '' my money, by \" grabbing '' my check, and then \" forcing '' me to \" open '' a \" new '' \" Stellar Savings Account, '' and as such, I was \" deprived '' from my \" intended '' \" plan '' and \" goal '' to \" invest '' my \" ownership interest '' in my XXXX XXXX Settlement Monies and Assets, of the {$100000.00}, with XXXX XXXX, XXXX XXXX. I further advised the TD Bank Regional Manager that TD Bank is a Commercial Bank, and does NOT meet the same legal authority, point or purpose as an \"  Investment Brokerage, '' such as XXXX XXXX, XXXX XXXX. \n\nAdditionally, I also advised TD Bank that they have Violated Florida Statutes Chapter 825, Exploitation of a XXXX Adult, specifically, Florida Statutes 825.105 \" Good Faith Assistance '' in that the Acting Store Manager/Assistant Store Manager, took advantage of me, and \" exploited '' me and BOUND TD Bank to me as an \" Investment Brokerage '' firm and company, when the Acting Store Manager/Assistant Store Manger \" opened '' the \" Stellar Savings Account '' that they would be \" brokering '' my \" financial assets and resources, for the future. '' The TD Bank Regional Branch Manager responded to my letter by sending me copies of my Bank Statements, and Copies of the Savings & CD Withdrawal Slips. \n\nWithin days, I responded to the TD Bank Regional Bank Manager, that I was again, Demanding Full Settlement, of My {$100000.00}, XXXX XXXX Settlement Assets and Resources, as out of the Fifty-Four ( 54 ) Official TD Bank Savings & CD Withdrawal Slips ( \" Slips '' ), at least Thirty-Five ( 35 ) of the Slips, have been Altered, have Mistakes, Have Errors, are Missing Information, or are Incomplete and the other Nineteen ( 19 ) slips, even though they appear to be complete, they also seem to be missing information or have altered information. \n\n1. Many of the 35 Slips, do NOT have the completed Written Dollar Amount to verify the Actual Numerical Cash Withdrawal amount. \n\n2. And there is a Savings & Withdrawal Slip where the WRITTEN AMOUNT says TWENTY FIVE and the DOLLAR AMOUNT says {$2500.00}! There is QUITE a DIFFERENCE Between {$25.00} Dollars and {$2500.00} Dollars. \n\nAdditionally, there are Savings & CD Cash Withdrawal Slips where it looks like a number 1 has been added to a Prior Slip, that was a {$400.00} dollar withdrawal became a {$1400.00} Withdrawal and a {$700.00} Dollar withdrawal looks like it became {$1700.00} Cash Withdrawal Slip. \n\nAnd a NUMBER of the SLIPS LOOK like there are EXTRA SPACES by the NUMERICAL NUMBERS where they should be closer together, like someone may have Photocopied a Larger withdrawal Slip and then Whited Out and/or Changed, REUSED, and FORGED the withdrawal slip, to have a different dollar amount. \n\nAnd Some of the Slips the Numerical Number is Changed, but there is NO WRITTEN DOLLAR amount to Verify the Withdrawal amount. \n\n3. Some Savings and CD Cash Withdrawal Slips ( Slips ) have My name spelled wrong, as XXXX or just my last name XXXX with a scribble at the end. And additionally, some of the Slips Looked Copied Over as my signature looks exactly the same 4. Some Slips have Employee Initials 5. Some  Slips do NOT have Employee Initials 6. Some Slips have Multiple Employee Initials with some written over or altered 7. Some Slips have NO DATE, and other slips have Errors on the Date, with some Slips missing the Year and/or part of the date is written over 8. Some Slips have Errors on the Account Numbers and they have been written over, changed or altered 9. And there appears to be a number of XXXX initials, as many as 15 of them, yet, I don't know a TD Bank Employee that works at the TD Bank Store Location, with those initials. \n\nHowever, I do know from being a TD Bank Client, the former teller XXXX, whom I happened to see at the grocery store a number of months ago, was one of the main tellers that had access to my \" Stellar Savings Account '', during the time frame the majority of my cash came up \" missing '' or \" unaccountable '' and then she either quit, or was fired, as she was criminally charged for, I believe it was, Scheming to defraud ' as I saw her mugshot in the local crime report for being arrested in the spring of XXXX. \n\nI further advised the TD Bank Regional Bank Manager that because the Acting Store Manager/Assistant Store Manager is in Violation of Florida Statutes Chapter 812 Theft and/or for \" Conversion '' of my \" ownership interest '' in my {$100000.00} XXXX XXXX Settlement and also in Violation of Florida Statutes Chapter 825 Exploitation of a XXXX Adult in Florida, for failing to have \" Good Faith Assistance '' with regard to the \" pre-existing '' \" fiduciary relationship '' and failed to assist me, with maintaining my financial stability, assets and resources for my son and I, for our future. \n\nI also then further advised the TD Bank Regional Manager that since the Acting Store Manager/Assistant Store Manager is in Violation of Florida Statutes Chapters 812 and Chapters 825, I am allowed to file \" Pre-Settlement Notice '' of Violation of Florida Statutes Chapter 772, Civil  Remedies for Criminal Practices, I would then be entitled to \" three fold actual damages, or treble damages. '' I am seeking reimbursement of all {$100000.00} of my XXXX XXXX Settlement Monies, along with the treble damages for a Total Demand Settlement of {$300000.00}, as the Acting Store Manager/Assistant Store Manager, whom had a \" pre-existing '' \" Fiduciary Relationship '' had no legal Right or Capacity to tell me to NOT take my check to XXXX XXXX, XXXX XXXX, and then to \" convert '' my funds to her TD Bank Commercial Bank and to \" exploit '' me of my financial assets and resources, to what may even be her personal gain or benefit, without any assistance, or maintenance to me, as a XXXX person under the Laws of the State of Florida. \n\nI requested for the TD Bank Regional Branch Manager to Settle with me, out of court, to avoid the attorney 's fees, and costs of filing litigation in this matter. \n\nThe TD Bank Regional Branch Manger, declined to settle out of court. \n\nI already outlined the Threefold or Treble Damages, under Florida Chapter 772.11 ( 1 ), and I am in the process of preparing another Demand for Settlement Letter, which will further comply with the \" Pre-suit '' Requirements of Florida Statutes Chapter 772.11 ( 1 ). \n\nAdditionally, I sent an email on XX/XX/XXXX, to the TD Bank Regional Manager, as TD Bank, is also guilty of Violating Florida Statutes Chapter 655, Title XXXVIII, Banks and Banking, and specifically, Chapter 655.50, the \" Florida Control of Money Laundering and Terrorist Financing in  Financial Institutions Act, '' and specifically Chapter 655.50 ( 8 ) ( a ) which states, in part, the following : ( 8 ) Each financial institution shall maintain : ( a ) Full and complete records of all financial transactions, including all records required by 31 C.F.R. parts 500-598 and 1010 for a minimum of 5 calendar years.\n\nAdditionally, I sent the TD Bank Regional Branch Manager correspondence with the Email that  outlined the additional Violations of Florida Statutes According to the Florida Statute Chapter 655.50 Florida Control of Money Laundering and Terrorist Financing in Financial Institution Act, specifically, Statute 655.50 ( 4 ), states the following with regard to the within State Statute Requirement, to have a BSA/AML Compliance Officer that is Required to comply with the rules and regulations within Chapter 655 and all of the other Bank and Financial Institution Rules, Regulations and Statutes on both the State and Federal levels, ( emphasis added ) : ( 4 ) A financial institution shall designate and retain a BSA/AML compliance officer. The board of directors of a financial institution must ensure that the designated compliance officer is properly qualified and has sufficient authority and resources to  administer an effective BSA/AML compliance program. The board is ultimately responsible for establishing the institutions BSA/AML policies and overall BSA/AML compliance. A change in the BSA/AML compliance officer must be reported to the office.\n\nIn addition, Florida Statute Chapter 655.50 Florida Control of Money Laundering and Terrorist Financing in Financial Institution Act, specifically, Statute 655.50 ( 3 ) states the following Requirements for the Bank Secrecy Act ( BSA ) / Anti-money Laundering ( AML ) Compliance Officer in accordance with the additional the Bank Secrecy Act of 1970 ( BSA ), the USA Patriot Act of 2001\nand all of the other Federal and State Banking and Financial Institution Statutes, Laws, Rules and Regulations, ( emphasis added ) : ( 3 ) As used in this section, the term : ( a ) BSA/AML compliance officer means the financial institutions officer responsible for the development and implementation of the financial institutions policies and procedures for complying with the requirements of this section relating to anti-money laundering ( AML ), and the requirements of the Bank Secrecy Act of 1970 ( BSA ), Pub. L. No. 91-508, as amended ; the USA Patriot Act of 2001, Pub. L. No. 107-56, as amended, and federal and state rules and regulations adopted thereunder ; and 31 C.F.R. Parts 500-598, relating to the regulations of the Office of Foreign Assets Control ( OFAC ) of the United States Department of the Treasury.\n\nTherefore, TD Bank, is Required to have a BSA/AML Compliance Officer that is fully responsible for complying with Florida Chapter 655, Title XXXVIII, Banks and Banking Rules and Regulations. And also for complying with all of the other Federal and State Banking and Financial Institution Statutes, Laws, Rules and Regulations with regard to keeping Full and Complete Records of All Financial Transactions. \n\nSo, TD Bank is also therefore out of compliance then with the Federal Banking Rules and Regulations with regard to Full and Complete Records of All Transactions and also the Federal Anti-money- Laundering laws. \n\nOnce again, I made demand to TD Bank for a fair, reasonable and equitable settlement under the Chapter 655 Title XXXVIII, Banks and Banking, Chapter 655, Financial Institutions Generally, of the 2019, Florida Statutes, under Chapter 655.50 Florida Control of Money Laundering and Terrorist Financing in Financial Institutions Act, specifically 655.50 ( 3 ) ( a ), ( 4 ) and ( 8 ) ( a ), as well as Florida Statute 812 Theft, Robbery and other Related Crimes, and Chapter 825 Exploitation of Elderly Persons of Disabled Adults in the State of Florida and also pursuant to Chapter 772.11 ( 1 ) Civil Remedies for Civil Practices for FULL DEMAND of {$100000.00} x THREE ( Treble Damages ) for FULL DEMAND SETTLEMENT of {$300000.00}. \n\nToday is XX/XX/XXXX, and I have yet to have an email or letter or phone response to my XX/XX/XXXX, email to the TD Bank Regional Branch Manager. \n\nI am a XXXX single mother, with a XXXX  son, and we don't even have enough money to pay our bills this month, we go each month without food, and we don't have any XXXX presents! \n\nWe are beyond devastated and traumatized that we are struggling, when we should have plenty of money and our lives should be very financially sound.","date_sent_to_company":"2019-12-17T07:26:50.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"32926","tags":null,"has_narrative":true,"complaint_id":"3470027","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2019-12-17T02:17:49.000Z","state":"FL","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["And also for complying with all of the other Federal and State Banking and Financial Institution Statutes, Laws, Rules and Regulations with regard to <em>keeping</em> Full and Complete Records of All Financial Transactions. \n\nSo, TD Bank is also therefore out of compliance then with the Federal Banking Rules and Regulations with regard to Full and Complete Records of All Transactions and also the Federal Anti-<em>money</em>- Laundering laws."]},"sort":[7.692256,"3470027"]},{"_index":"complaint-public-v1","_id":"3140428","_score":7.316949,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"According to my credit report, BBVA reported me ( 1 ) 30-days late for the month of XX/XX/XXXX. It was not intentional and I had made the payment within the appropriate time. They claim I entered the wrong account number ( they told me they have no proof ) on their web site when I made my payment ( about 20 days late, but certainly not 30 ). There was nothing I could have done to change the circumstances of that payment being negated as I was not notified it did not go through until after it was 30 days late. I had plenty of money in the bank, so no reason to believe it would not go through.\n\nThey denied me on my first request, but I asked them to reconsider as the mistake may have even been their fault. They said that they can't grant my request because under the Fair Credit Reporting Act they are obligated to report account history accurately. While it is true that creditors are required to report whatever they report in an accurate manner, there has to be a way to correct this if it were a mistake on their part or even a circumstance that might warrant an exception based on other positive circumstances. This would be completely at their discretion and not a violation of the FCRA. My very serious problem is since they reported me 30 days late, my credit scores have tumbled over 120 points. I did have a BK about 5 1/2 years ago and can not afford even one 30 day late on my credit report. To this point, I have been very diligent in keeping my credit spotless and understand how important this is. You will note that I have not had one 30 day late since this unfortunate event in XXXX and am about to lose all credibility because of this reported late payment. \n\nI am submitting some additional facts regarding my pay record that show how much I paid on all my credit cards during that period and ironically, I even began paying down some balances which I believed would help me increase my credit scores. I have not had a 30 day late with BBVA in the past and you can see from my credit report, neither have I had one with any other creditor. I did make a payment in XXXX, but they show it as \" failed ''. I was not notified of this until it was too late to do anything about it. The payment was made on the XXXX, reported by you on the XXXX, but I was not notified until after I was over the 30 day late, otherwise, I would have corrected immediately. As a matter of fact, I spoke with one of their phone reps two days  before I received the 30 day late notice ( about a week after I was 30 days late ) and they never mentioned this situation.. I am showing documentation of my other credit card payments during this period and they total {$3700.00} which includes {$2700.00} balance reduction of my XXXX card and my XXXX credit card. I certainly would have paid the {$100.00} to BBVA before I paid down these balances if I was aware I was going to be 30 days late.. Why would I not pay the BBVA {$100.00} minimum payment when I knew that would be devastating. to my credit score? I had every intent and actually did make a payment to you, but the 30 day late occured because they said I entered an account number of my bank incorrectly. I have never had this problem with any other credit card company-ever and I am XXXX years old.. When I was speaking to their rep ( I believe it was on the XXXX ) I was looking at their app and the account number showing for XXXX was the correct one, However, their are two places the account number is posted within their website. The one I could see was the correct account number, but the rep stated that the one they use is on the left side ( identified as the \" source '' ), which I could not see. I don't know how you had the right number in one place, but an incorrect one on the other? I only entered one number and don't understand how it could it be correct in one place and not the other. ( I have to make clear that the bank can not provide proof that I made that mistake and I can not prove they are wrong ). Bottom line is in light of my past record, I humbly requested they give me the benefit of the doubt.\n\nI wouldn't ask if it wasn't so important. Without their assistance, all the hard work I have put into rebuilding my credit is negated by this one payment reported 30 days late. I have no other late pays on any of my accounts across my three credit reports.since XXXX. \n\nSince this 30 day late is not a reflection of my current creditworthiness, I asked that they give me a second chance by deleting this late payment vis-a-vis removing this late payment on this account to the credit reporting agencies for the month of XX/XX/XXXX, which is fully permitted by the FCRA and not a violation of it. I am sure there is some procedure they could take when there are extenuating circumstances like this. \nI suggested that they put me on auto payments or have me payi down my balance to assure them I am acting in good faith. they keep going back to the excuse they would be violating FCRA and could not make an exception. \nIf you would like to discuss this further or need more information, please let me know. I do have records to prove I made the above-stated payments during this period, which pretty much proves I had no idea I was 30 days late. \nI have attached : 1 ) Proof of all the payments I made during that period totaling almost {$3000.00} ( with {$2700.00} in reduced principal of other credit cards ) which proves I certainly would have no reason to pay their {$100.00} minimum. By the way, I immediately brought the account current as soon as I found out.\n\n2 ) Continuation of payment proof 3 ) BBVA statement for that month 4 ) My past payment history for BBVA 5 ) The bank statement from the bank I made the payment from If you can help me, I would appreciate it. I believe I have acted responsibly with my bills since my XXXX problem and 30 day late is not reflective of what my history shows. Since this has happened 3 of my credit cards have drastically reduced my credit lines and this has also effected my credit scores which have declined from about 685 to XXXX, so it is now down about 120 points ( how is that possible )?","date_sent_to_company":"2019-02-05T20:37:27.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"91730","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3140428","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BBVA FINANCIAL CORPORATION","date_received":"2019-02-01T23:22:21.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I suggested that they put me on auto payments or have me payi down my balance to assure them I am acting in <em>good</em> faith. they keep going back to the excuse they would be violating FCRA and could not make an exception. \nIf you would like to discuss this further or need more information, please let me know. I do have records to prove I made the above-stated payments during this period, which <em>pretty</em> much proves I had no idea I was 30 days late."]},"sort":[7.316949,"3140428"]},{"_index":"complaint-public-v1","_id":"3140441","_score":7.281388,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"According to my credit report, XXXX reported me ( 1 ) 30-days late for the month of XX/XX/XXXX. It was not intentional and I had made the payment within the appropriate time. They claim I entered the wrong account number ( they told me they have no proof ) on their web site when I made my payment ( about 20 days late, but certainly not 30 ). There was nothing I could have done to change the circumstances of that payment being negated as I was not notified it did not go through until after it was 30 days late. I had plenty of money in the bank, so no reason to believe it would not go through. \n\nThey denied me on my first request, but I asked them to reconsider as the mistake may have even been their fault. They said that they can't grant my request because under the Fair Credit Reporting Act they are obligated to report account history accurately. While it is true that creditors are required to report whatever they report in an accurate manner, there has to be a way to correct this if it were a mistake on their part or even a circumstance that might warrant an exception based on other positive circumstances. This would be completely at their discretion and not a violation of the FCRA. My very serious problem is since they reported me 30 days late, my credit scores have tumbled over 120 points. I did have a BK about 5 1/2 years ago and can not afford even one 30 day late on my credit report. To this point, I have been very diligent in keeping my credit spotless and understand how important this is. You will note that I have not had one 30 day late since this unfortunate event in XX/XX/XXXX and am about to lose all credibility because of this reported late payment. \n\nI am submitting some additional facts regarding my pay record that show how much I paid on all my credit cards during that period and ironically, I even began paying down some balances which I believed would help me increase my credit scores. I have not had a 30 day late with XXXX  in the past and you can see from my credit report, neither have I had one with any other creditor. I did make a payment in XX/XX/XXXX, but they show it as \" failed ''. I was not notified of this until it was too late to do anything about it. The payment was made on the XXXX, reported by you on the XXXX, but I was not notified until after I was over the 30 day late, otherwise, I would have corrected immediately. As a matter of fact, I spoke with one of their phone reps two days before I received the 30 day late notice ( about a week after I was 30 days late ) and they never mentioned this situation.. I am showing documentation of my other credit card payments during this period and they total {$3700.00} which includes {$2700.00} balance reduction of my XXXX XXXX and my XXXX  credit card. I certainly would have paid the {$100.00} to XXXX  before I paid down these balances if I was aware I was going to be 30 days late.. Why would I not pay the XXXX  {$100.00} minimum payment when I knew that would be devastating. to my credit score? I had every intent and actually did make a payment to you, but the 30 day late occured because they said I entered an account number of my bank incorrectly. I have never had this problem with any other credit card company-ever and I am XXXX years old.. When I was speaking to their rep ( I believe it was on the XXXX  ) I was looking at their app and the account number showing for XXXX  was the correct one, However, their are two places the account number is posted within their website. The one I could see was the correct account number, but the rep stated that the one they use is on the left side ( identified as the \" source '' ), which I could not see. I don't know how you had the right number in one place, but an incorrect one on the other? I only entered one number and don't understand how it could it be correct in one place and not the other. ( I have to make clear that the bank can not provide proof that I made that mistake and I can not prove they are wrong ). Bottom line is in light of my past record, I humbly requested they give me the benefit of the doubt. \n\nI wouldn't ask if it wasn't so important. Without their assistance, all the hard work I have put into rebuilding my credit is negated by this one payment reported 30 days late. I have no other late pays on any of my accounts across my three credit reports.since XX/XX/XXXX. \n\nSince this 30 day late is not a reflection of my current creditworthiness, I asked that they give me a second chance by deleting this late payment vis-a-vis removing this late payment on this account to the credit reporting agencies for the month of XX/XX/XXXX, which is fully permitted by the FCRA and not a violation of it. I am sure there is some procedure they could take when there are extenuating circumstances like this. \nI suggested that they put me on auto payments or have me payi down my balance to assure them I am acting in good faith. they keep going back to the excuse they would be violating FCRA and could not make an exception. \nIf you would like to discuss this further or need more information, please let me know. I do have records to prove I made the above-stated payments during this period, which pretty much proves I had no idea I was 30 days late. \nI have attached : 1 ) Proof of all the payments I made during that period totaling almost {$3000.00} ( with {$2700.00} in reduced principal of other credit cards ) which proves I certainly would have no reason to pay their {$100.00} minimum. By the way, I immediately brought the account current as soon as I found out. \n2 ) Continuation of payment proof 3 ) XXXX  statement for that month 4 ) My past payment history for XXXX  5 ) The bank statement from the bank I made the payment from If you can help me, I would appreciate it. I believe I have acted responsibly with my bills since my XX/XX/XXXX problem and 30 day late is not reflective of what my history shows. Since this has happened 3 of my credit cards have drastically reduced my credit lines and this has also effected my credit scores which have declined from about XXXX  to XXXX, so it is now down about 120 points ( how is that possible )?","date_sent_to_company":"2019-02-02T05:34:20.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"91730","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3140441","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-02-02T00:34:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I suggested that they put me on auto payments or have me payi down my balance to assure them I am acting in <em>good</em> faith. they keep going back to the excuse they would be violating FCRA and could not make an exception. \nIf you would like to discuss this further or need more information, please let me know. I do have records to prove I made the above-stated payments during this period, which <em>pretty</em> much proves I had no idea I was 30 days late."]},"sort":[7.281388,"3140441"]},{"_index":"complaint-public-v1","_id":"3831903","_score":6.9884977,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Im really hoping someone can help me make sense of my loans. They are extremely confusing. They can not be correct. There are so many different issues, Im not even sure where I should start or if you can help me. But I am extremely desperate to get this straighten out. It is controlling my entire life. My daughter and I cant find housing and are now currently XXXX due to inaccurate information on my credit report. PLEASE HELP ME! \nI went to school off and on over a 10-year period. I did finally receive my XXXX XXXX. I was a straight A student ; the only time I didnt receive an A is when I had my computer privileges taken away by my boyfriend. Yes, that is correct. He was extremely abusive and controlling. I can prove this. I also attend domestic violence support groups. I stayed with him for 20 years. Terrified to leave, not sure how I would support my daughter and myself. Of course, his threats didnt help the matter and he did a pretty good job of keeping me with no money ( even with the loans that he basically took complete control over ) I had nothing. The only thing that kept me going was he allowed me to do XXXX  XXXX. I did hundreds and hundreds of hours. I was even a XXXX ( XXXX XXXX XXXX XXXX ) Im not talking about an hour here or there, I volunteered on a regular base at least 25-30 hours a week. Of course, my volunteering never paid, so they were not threating to him at all. My point in telling you this is so you know I didnt just sit at home and do nothing all day. I can provide you with an list of all the hours I completed, where I completed them, etc. \nTwo weeks prior to our 20-year anniversary, I left him. I was so proud of myself. Upset that it took so long, but proud I finally did it. However, now my biggest fears are becoming a reality. \nWhen we first left, my daughter and I temporarily stayed with friends. But when I went to go look for an apartment, I found out my credit score is very low. The main thing on it is student loans. It says I owe nearly $ 100k. I was only at a 2-year community college. I probably completed maybe 80 units and 25 of them were in the 1st year. \nWhen I questioned the loan service providers they were not helpful at all. I asked for a breakdown of my total. They were not able to provide it. When I told them I know for certain I didnt borrow anywhere near that amount, they said that when I consolidated the loans ( something they told me I had to do ) that they added fees and of course there is interest. I cant believe there would be thousands and thousands of dollars in fees. Like over $ 50-60,000. Is that possible? How is this legal? \nIts even more upsetting because had I not been lied to, the student loans would be off my credit completely. Yes, I would still owe the money, but they wouldnt be on my credit, killing my credit score making it impossible to find housing. But the guy on the phone told me that it would never leave my credit, regardless how long it had been and that my only option is to consolidate, so that way it will say it is current. But this just reset the clock on my 7 years. They also told me if I didnt consolidate that I would go to jail. You have to understand, I would agree to anything to avoid ever losing my daughter. If I went to jail over this, I would definitely lose my daughter.\n\nIm desperate and dont know what to do. Every time I call I am lied to. This is my life ( and my daughters life ) they are playing games with. We are now homeless, her school is aware of the situation and has been very helpful, but they cant do anything about these outrageous charges on my credit report claiming I owe so much more than I do. If her dad finds out, he is going to take her from me. I dont have to tell you why this cant happen. \nI asked for proof of every loan they are claiming I had. They said the documents are on the states website. I found where the documents should be, but it only has one document. I asked for a breakdown of my charges, again, they said they couldnt help me. \nEverything is such a mess. It says I have late payments when I shouldnt. If you look on the Federal Student Aid website, under Program Enrollment History, it shows I was enrolled during most of those times. \nThen the loans are transferred and sold and transferred and sold. Each time pinging my credit. On the website it claims my original amount awarded is {$110000.00}. NO WAY!! They wont LOAN an  XXXX that amount! \nAgain, screwing me on late payments, here is an example, I was forced to go online and consolidate my loans on XX/XX/XXXX, clearly I filled out the required paperwork to put off payments. Thats the reason they guy called in the first place. It makes zero sense why I would have consolidated ( other than basically being told I had to do it ) but if they wouldnt have told me late payments would go away then I wouldnt have done it. However, the same day of the consolidation, the loan status history shows as in repayment then on XX/XX/XXXX deferment, then XX/XX/XXXX Forbearance, then XX/XX/XXXX in repayment, as so on and so on. When I consolidated, I was told that repayment plan was good for 1 year and I wouldnt have to recertify until XXXX of the following year. However, this wasnt the case. I was taken in and out of forbearance, repayment, and deferment several times in that year. Making me default and showing MORE late payments on my credit. I cant figure out who bought what and what my fees are. This is extremely upsetting. My credit is destroyed over it. I cant get housing. \nThere are so many issues here. I realize I would still owe the student loans ( not as much as they are claiming ) but a portion of it, but it would not be on my credit at all had I not been lied to by the rep that called me and told me it will never fall off my credit and I would end up in jail if I didnt fill out a piece of paper online. Come to find out this was all a lie. \n\nIm not asking for any handouts. I did borrow some money while I was in school. But you have no idea the situation I was living in at the time. Still that aside, how am I ever supposed to attempt to pay it back as a single mom, with no credit and the amount has quadrupled? Please help me figure this out. I cant find a place to live. I never thought student loans would destroy my life. \nI was looking at the breakdown on one of the consolidations and they have loans on there several times and then they have them added up and put on there again! This happens more than once! \nTo make matters worse, my dream is to become a paralegal and work for a non-profit helping single mom in abusive situations. Of course, that would require more schooling. Something I cant even consider now. \nPlease help me figure this out. I really need help. Im on the verge of losing my daughter and she is terrified to have to go live with her father. \nI have included a breakdown of when I was in school, how many classes I attempted, completed, term GPA, and what they are claiming I borrowed for that semester. Please note, even adding this up, it doesnt equal the amount they are claiming I owe. \nI did not include my classes at XXXX. That loan was different and isnt included nor disputed in any way. \nAny help you can provide me with would be extremely helpful. I need to resolve this ASAP. I hope they know that by lying to me ( misleading me ) they have left me homeless, not just me, my daughter too! \nMy credit report currently has 24 different student loan accounts. The status for about 10 of them say collection/charge off but they were transferred. Its just all so confusing! Please help me! \nOkay, I have more to add, sorry if I am all over the place, Im just stressed for time and can not believe this is happening. When I finally left my abusive situation, you have to understand that gathering paperwork was the least of my concerns. My main concern was getting myself and my daughter out in one piece. I left all paperwork behind. That said, I still know without a doubt, I never borrowed anywhere near the amount they claim. Ive asked several times for proof and nobody can provide it. \nOn the spreadsheet titled BREAKDOWN OF CHARGES ON CREDIT REPORT, I noticed that right as my 7 years would have been up they sold it so my clock started all over again. And then they finally bullied me into consolidating right as everything would have been leaving my credit report. Yes, Id still owe the money, but I wouldnt be suffering. Homeless with my daughter trying to find a place that will rent to me with a credit score of XXXX. \nYou will also notice there are some things listed more than once ( Im not talking about it listed twice do to transfer, Im talking about they charged the amount twice assuming I even owed that first amount. ) I already spoke to a professional about my credit and they said what is having the biggest impact on my credit score right now is the student loans, how high they are, how many late payments there are, how many loans there are etc. \nI also noticed, Im sure they do this to everyone, that on payment status they randomly say payment is okay or current so the 7 year mark starts all over again. I can guarantee you, I was never able to make a payment ( no way would he give me money to pay off the loans, even if he was the one that spent it. ) There is also no way I would not pay for 24 months, then pay for 3 months then not pay again for 12 months. They do this they dont have to remove it off my credit, since the 7 years start from date of last payment. I never made any payments. \nIm just upset that I was basically bullied, lied to, and threatened. You have to understand what I was going through, when they called and told me Id go to jail if I didnt make a payment or consolidate, the first thing I thought about was. Who is going to take care of my daughter? I cant leave her with her dad. Id have signed my life away to prevent that from happening. I started to let the guy do it on the phone, but then my ex came home, so he told me as long as I submitted it ( online ) by midnight I would be ok. But all of it was lies. You have no idea how stressed I was trying to figure out how I can sneak to fill out the application because if he knew I was doing it he would accuse me of trying to leave him or something totally not related. \nThere are also things that say parts of loans were canceled, but none of that reflects the total amounts. \nWhat do I want to see happen? Well, for sure it should be removed from my credit, had I not been lied to and threatened ; I would have never gone through with the consolidation. It would have already been off my report and I wouldnt currently be homeless. \nMy daughter has already been though so much, I just want to give her a decent life. Please help me figure this mess out! Any help you can provide would be greatly appreciated. Im a good person, I do a ton of XXXX  XXXX  ( thousands of hours. ) I went through a terrible time in my life, finally trying to get back on my feet and this is holding me back and stopping me from having even the bare minimum. \nPlease Please Please. Help me. \nMy information is below. \n\nXXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX Oh, and Page 17 on credit report shows all late payments, but the CARE Act made it so no payments were due on student loans for the last 6 or 7 months ... yet, it has my down as a negative for all those months.","date_sent_to_company":"2020-09-04T04:59:26.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"913XX","tags":null,"has_narrative":true,"complaint_id":"3831903","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-09-04T04:59:23.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Of course, his threats didnt help the <em>matter</em> and he did a <em>pretty</em> <em>good</em> job of <em>keeping</em> me with no <em>money</em> ( even with the loans that he basically took complete control over ) I had nothing. The only thing that kept me going was he allowed me to do XXXX  XXXX. I did hundreds and hundreds of hours. I was even a XXXX ( XXXX XXXX XXXX XXXX ) Im not talking about an hour here or there, I volunteered on a regular base at least 25-30 hours a week."]},"sort":[6.9884977,"3831903"]},{"_index":"complaint-public-v1","_id":"2912531","_score":5.2576995,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XX/XX/XXXX To whom it may concern : On XX/XX/XXXX I called Equifax to request a full copy of my credit report, as well as I wanted to pay for my credit score.\n\nFor starters, I feel that my phone number is set up so that every time I call Equifax, I hit road blocks, my calls always go to the XXXX, or XXXX, somewhere out of the United States, every time this happens.\n\nI always ask for them to please transfer me to a United States representative, then I have to wait for long periods of time, I get hung up on after waiting at times, and I have to call again, and again, and again.\n\nI feel that my calls are intentionally being sent global, due to the fact that I have had to make, many, many, many complaints against Equifax to several agencies, for Equifaxs fraudulent, deceptive, malicious handling of my credit file for at least the past 6 years.\n\nAs well as I have had to have several attorneys to write them within the past 2 years, regarding their malicious deeds.\n\nOn XX/XX/XXXX when I called, my call went to it seems XXXX, I requested a United States representative, then I had to wait, and wait, so I hung up and called back.\n\nAgain, my call went to XXXX, but I was able to get this person to transfer my call to the United States.\n\nThe United States representative that I spoke to, I explained to her that I was calling to request a copy of my credit report, and I wanted to pay for my credit score.\n\nThe Equifax representative asked me all sorts of questions to verified who I was, then she asked me to wait on hold, after the wait, when she came back on the line, she decided that she wanted to charge me for my credit report as well.\n\nAt the beginning of my call, I had explained to the representative, that I was denied credit by XXXX XXXX, for their XXXX card recently, and I had been told by XXXX   that I could receive a free copy of my credit report.\n\nAs well as I have not received my yearly free copy of my credit report from Equifax.\n\nThe representative insisted that I needed to pay for my credit report, she was not willing to understand that I was eligible for a full free copy of my report.\n\nI asked the representative to please let me speak to a supervisor, she got a male on the phone, who claimed to be a supervisor, and from the time he got on the phone, with the way he was treating me, I could tell that he wasnt listening to anything that I was saying, he was going right along with the female representative that got him on the phone, as a supposed supervisor, all he did was give me a hard time.\n\nHe began by telling me that I had already received 5 copies of my credit report already for the year, which was not at all true, and he said that he was not able to provide me with a copy of my credit report, whether I purchased one or not, I could not get my credit report.\n\nHe also put me through this security question quiz, he first asked me for my social security number, I gave it to him, he then asked me to name 3 credit cards that I have, and the balances, I provided the information to him for nothing, because he had already asked me for my social security number, and the rep prior to him had also verified who I was. Basically they had me on the phone just for harassment purposes only, the so called supervisor did not sound at all genuine.\n\nI am noticing, more and more, that every time now, when I call Equifax for my credit report, or score there is always a problem. They lie to me and tell me that I will be receiving the credit report, or the score that I had paid them for in 7 to 10 business days, and they have not been sending me the reports.\n\nOr they claim that due to the fact that I complained on them, I have open disputes, and they cant provide me with a report until the dispute is done.\n\nEven when I dont have open disputes, there is always some reason why I am not getting them to send me my credit reports, or my score, and as stated previously, even if I had paid for the score, they take my money, and dont send me the score in the mail, I have had to contact my card providers on more than one occasion to get my money back.\n\nI have had to call my bank or credit card company on more than one occasion to request a refund for the money that I paid for the credit score, because they charge my cards, but they dont send me my reports or score, as I have requested.\n\nWhat they are also doing to me when I call to request a credit report or my credit score, is they claim that they have to do a further security check on me, they say that there are a few questions that they need to ask me. They will ask me questions as to items on my credit report, such as did you purchases a vehicle between certain dates, then they name vehicles, and I have to choose the right one, or they ask me to name 3 credit accounts on my credit file, and even when I provide them with the correct answers, they claim that I am wrong, and they refuse to continue speaking to me, and they refuse to give me the report or credit score that I called them for, then they end the call, this has happened over and over to me since last year.\n\nI can understand verifications, and I provide them with everything that they ask from me, but what they are doing to me now, is harassment, no matter how they verify my information, they refuse to provide me with my credit report, or score.\n\nWhat they have done pretty much for the past few years, especially all of last year, out of spite, is when I have filed some sort of complaint against them, and I have had to file many, because of all of the deceptive, fraudulent things they have been doing with my credit file, is they refuse to send me a full credit report, what they do, is they might send me a one, two, or three page report, depending on where the Item that I had complained about, fell on the report pages, but they will not send me my full credit report, as I have been requesting.\n\nNow I see that they are not trying to provide me with a credit report, at all.\n\nThey have also been spiteing me for years now, by doing whatever false fraudulent deception that they can do and get away with, to keep my credit score as low as possible, even though they know that my credit score should be much, much higher than where they have spitefully been keeping it for the past few years.\n\nIve applied for credit and been denied, due to the fact that Equifax continues to refuse to raise my credit score as high as where it should rightfully be.\n\nFor years now, they have been applying ( some of their Equifax rating codes ) that do not apply to me, and my credit file, yet they use their deceptive codes on my file, to keep my score in the toilet, I have complained, and complained, and complained, yet they still continue with their vindictive harassment practices.\n\nDue to the fact of my having to fight Equifax for the past few years, for them insisting on reporting false fraudulent information on my credit file, and them refusing to remove it.\n\nOr the fact of them removing my {$50000.00} plus dollars of paid off school loans off of my credit file, loans that had raised my credit score.\n\nAnd the representatives at Equifax removed, and erased the paid off loans off of my credit file thereby drastically intentionally lowering my credit score.\n\nThey had no valid reason for removing the loans off of my credit file, they were reporting the loans incorrectly, they were reporting the loans as though they were transferred and differed when they werent, they were fully paid off, and I asked disputed and asked them to correct the false information that they were reporting about my loans, and instead, they completely took the loans off of my credit file.\n\nAnd I have had other false derogatory information on my credit file that was not even mines, such as wrong addresses, where I have never lived, medical collection accounts that werent even mines, or for people that I didnt even know, as well as other collection accounts, and when I fight and get this fraudulent information, my credit score still wasnt raised. When they put false fraudulent information on my credit file, they take big chunks out of my score, even when the false lies that they had placed on my credit files have been removed, my score is still low, always in the toilet.\n\nThey have just continued to do so many treacherous things to my credit file, and my score for the past few years.\n\nIn XX/XX/XXXX I had contacted your agency, because Equifax was reporting my correct social security number on my credit file, as well as they were also reporting and attaching a fraudulent social security number onto my credit file.\n\nA social security number in which they refused to remove off of my file, the fraudulent number that they were reporting, the only difference in that number and my social security number, was that my social began with a 5, and the fraudulent number began with a 4, but everything else was the same as mine.\n\nAnd I always had concern that they had, had that fraudulent number on my credit file for not so good purposes.\n\nEquifax reported this fraudulent number on my credit file for over a year, no matter how many times I disputed the fraudulent social security number on my credit file.\n\nNo matter who I contacted at Equifax to have it removed, no matter what agency I disputed this information with, Equifax insisted on leaving this fraudulent number on my credit file. Equifax did not remove the fraudulent number off of my credit file, until I contacted your agency in XX/XX/XXXX.\n\nAnd even though the fraudulent social security number was no longer showing on the reports that I had received since XX/XX/XXXX, I always felt that somehow in their data base, the number was still there linked to my credit file.\n\nFast forward to last year XX/XX/XXXX, my Equifax credit file was one of the ones that got hacked into, and the representatives at Equifax did not advise me that my credit information had been breached.\n\nThe representatives at Equifax knew that my credit information had been breached, and they didnt tell me anything until months later after the breach took place.\n\nAlso, Equifax has been placing Alerts onto my credit file without my knowledge, or consent. They block my credit, and then they notify the other bureaus to do the same, without me knowing anything, and they repeatedly do this, even though I ask them not to. And when they do this, they lie to the other bureaus, claiming that I requested the alerts be placed onto my credit files, when in actuality, I did not.\n\nI request at every telephone call that I place to Equifax, that they make sure that there are no phone numbers on my credit file, then I find that they are not honoring my request, even though they tell me that they are, I find that my telephone number that is unlisted, is being placed onto my credit file.\n\nI tell them that I dont want to be blocked from promotions, I want the promotional offers, and then I find out that they have blocked me any way from the promotions.\n\nLast XX/XX/XXXX, I went before a judge and had my name legally changed from my married name, to my maiden name, and I notified, and provided Equifax as well as the other credit bureaus with the legal documentation from the Judge of the court.\n\nEquifax has my full legal name as it is now, and I asked that they record my name on my credit file, not showing my full middle name, only the initial if necessary.\n\nIf possible I would prefer my middle name and initial to be removed.\n\nAnd even though Equifax allowed my credit information to be previously breached last year in XX/XX/XXXX, they have not honored my request regarding my name change.\n\nWhat they have done instead, is that they have placed my full new legal name including my middle name onto my credit file, even though I asked them not to.\n\nThe malicious representatives at Equifax, are opening the door for my personal information to be breached once again.\n\nThey know what my former name was, they have all of the information on me, but instead of listing my name as I have requested, they have listed my full new legal name.\n\nAnd they have refused to remove my former name from my credit, they are using my former name as an AKA, formerly known as ( XXXX  ), I ask that they remove my former name from my credit file, and they have refused more than once.\n\nSo since XX/XX/XXXX, when I provided them with my new legal name, they have been putting all of my new information out there for all of the world to see, they are damaging my identity even further.\n\n( I have attached a copy of the page showing how they have my name listed on my credit file ).\n\n( And I have also attached a copy of the letter that I provided to Equifax regarding my name change ).\n\n( And I am also attaching a copy of a certified letter, dated XX/XX/XXXX, in which an attorney from the law office of XXXX XXXX XXXX XXXX. wrote to Equifax advising them of how they are harming me by not removing my former name from my credit file.\n\nEquifax should not have placed my former name on my credit file, since I provided them with documented proof of my legal name change in XX/XX/XXXX of this year ).\n\n( XXXX  ), my former name is not supposed to appear on my credit file at all, and on XX/XX/XXXX when I spoke to that useless supervisor XXXX, from ( team XXXX ), as he claimed.\n\nXXXX  told me that, ( XXXX ), was still listed on my credit file, and he refused to do anything about removing my former last name off of my credit file.\n\nAnd he also refused to contact whomever had the ability to take my former last name off of my credit file.\n\nIts not his life that is being messed up, so he just didnt care, all he wanted to know was that he was being a road block in my life.","date_sent_to_company":"2018-05-20T23:10:56.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"76063","tags":null,"has_narrative":true,"complaint_id":"2912531","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-05-20T22:57:40.000Z","state":"TX","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["And I always had concern that they had, had that fraudulent number on my credit file for not so <em>good</em> purposes.\n\nEquifax reported this fraudulent number on my credit file for over a year, no <em>matter</em> how many times I disputed the fraudulent social security number on my credit file.\n\nNo <em>matter</em> who I contacted at Equifax to have it removed, no <em>matter</em> what agency I disputed this information with, Equifax insisted on leaving this fraudulent number on my credit file."]},"sort":[5.2576995,"2912531"]},{"_index":"complaint-public-v1","_id":"2848469","_score":3.7088857,"_source":{"product":"Mortgage","complaint_what_happened":"Advised by XXXX XXXX, non-for profit debt solution service discovered earlier XX/XX/XXXXafter some negative results in dealing with both our mortgage company and several rescue type expense-up-front assisting services. WE DID NOT PAY, NOR MOVE FORWARD WITH ANY PAID SERVICE, as answered in earlier complaint application.\n\nWe purchased a repossessed modular home on 2.14 acres in XX/XX/XXXX from a manufacturer dealership XXXX XXXX Financing was managed through their mortgage side of their company, Vanderbilt Mortgage ; we being myself and my now 9-year. At the time we were both gainfully employed, ecstatic about the home purchase, the seclusion of property, and the potential for our wants/needs. The purchase price was {$86000.00} ; financed for 23 years at 9.760 % interest. ( It wasnt until later hardships and research that we learned the 23 year period was strange/odd to standard mortgages. ) I borrowed {$8700.00} down-payment against my retirement fund, which would be auto-deducted from my paycheck. Due to the repossessed status, XXXX XXXX had done some painting, cleaning up, new appliances, but minimal clean-up to the very junk-filled property. This quick purchase came with then then felt no hassle inspection or appraisal. We bargained for terms guttering, concrete walls replacing the skirting, and an upgrade in refrigerator. At the time our credit, especially mine wasnt very good and though the payment was high given other options, the property potential, we felt it manageable ; in a few years we would re-finance for better payments.\n\nXX/XX/XXXX-XX/XX/XXXX we made large improvements to the property landscape, fencing/gate, good size storage unit, hot tub, restored/secured barn, fire pit, junk/trash removal, landscaping, a 36 diameter above ground pool, larger hot water heater, eastside driveway to barn ( w/ water, electric, sewer ) and a rear partially covered 540 square foot deck.\n\nAt this point things started to turn harder for us. I had already been in a decline in health, the medical expenses increase, especially pharmaceutical began to pinch us financially. My absence from work led to usage of FMLA protected time, I tabulated leave hours against office hours and in XX/XX/XXXX I was ill on leave 16 % of the year ; at wages 80 % my pay rate, yet same bi-weekly deductions ( divorce required premium insurance for myself & kids, 401k loan payment, and child support ).\n\nHer tenure job began to change drastically, having 4 different regional managers in 2 years with a broad range of ideologies on targeted successes. At one time she was covering XXXX  of XXXX XXXX XXXX  in 3 states, without any income increase. The trend in that business decline, left for less commissions ; but more and harder sales works, while managing several branches. Unhappy, we felt an offered opportunity for an online sales with a known successful businessmans start-up company was a good decision. The salary was less, but with capabilities of remote work from home half her hours, and commission potentials it seemed a perfect fit. So she accepted a sales management position, managing a small sales time for this start-up company offering online software to a specific untapped niche. This was in spring of XX/XX/XXXX.\n\nIn the summer of XX/XX/XXXXshe suffered acute appendicitis, while painful usually relatively quickly treated matter. Her first hospital stay was 2 days, she returned to hospitalization 2 more times in the following 9 days admitted each time, her final stay was 3 days and required repeated procedures to take care of her condition. Recovery took months, but she was able to continue her work. While her teams online sales were at target, this specific kind of sales were for future program agreements often months or a year from the point of the sell. The sales database having been quite well built, and revenue being not-yet-forthcoming, the business decide to lay-off the salesforce. We were quite devastated, she filed for unemployment, but due to certain requirements and her willingness to leave the long-term management position unemployment benefits were much delayed.\n\nThis became the first dire struggle to afford the mortgage. I myself was still in declining health, in XX/XX/XXXXmy FMLA/leave hours were 32 % of my yearly wages ( @ 80 % my base pay rate ). She contacted Vanderbilt for assistance/help ; hoping to reduce our monthly payment or other options. We were declined any significant program assistance as they felt the situation was temporary, after further pleads they did offer some payment due date extensions. After being behind for some time they granted a payment deferment, moving one monthly payment to the end of the mortgage.\n\nThis forgiveness while helpful beneficially didnt help our situation enough, by year-end XX/XX/XXXXfrustrated with my health and prognosis with local care team. I was referred to the XXXX XXXX  in XXXX, Minnesota. Luckily the timing of their acceptance mid-XX/XX/XXXX, was at a point my health insurance had met my maximum out-of-pocket financial responsibilities. We rented a car, booked a modest hotel, and traveled to -20 degree MN weather for what was to have been an estimated 3-5 day evaluation. Completely funded on acquired credit cards, our stay was 10-days ; and unfortunately with minimal answers and guidance to my health despite massive testing.\n\nInto XX/XX/XXXXshe searched for jobs, not finding any opportunities near her talent, most interviews found her over-qualified through and through. She worked low-wage short-term jobs as she could find them, obtained her XXXX XXXX allowing her to XXXX XXXX, found part-time work at XXXX XXXX XXXX XXXX  locally, collecting any available unemployment benefits as allowed in lieu of hours/pays worked. She accepted a miserable XXXX XXXX XXXX XXXX  position for a XXXX XXXX ; her qualifications made it struggling with younger threatened career seekers. She worked for them, at $ XXXX/hour, but still found real pleasure and joy in her part-time work at the XXXX XXXX XXXX. Leading her to leave the XXXX XXXX, for a felt calling full-time with the XXXX XXXX, XXXX Missouri as a XXXX XXXX, making $ XXXX/hour. She has a degree in XXXX, was a XXXX XXXX, an XXXX XXXX XXXX XXXX, and XXXX XXXX for several businesses. But as a XXXX XXXX XXXX found her calling, in this low paying best-job-in-her-life.\n\nBy now we are financially stifled, my health only worsened, and bafflingly was intermittent and unpredictable. My XX/XX/XXXXleave to work ratio approached near half-worked hours/half-leave hours. Requests to Vanderbilt for assistance, payment reduction, or help were responded with denial, advising my leave pay, and our financial hardships were felt temporary. With the crumbling credit card debt, late mortgage, and shuffling utilizes. All exploration of refinancing through alternate financial sources, failed with the decline in credit ratings.\n\nWith no other options, I exercised taking out an additional 401k hardship loan, while only {$10000.00}. It was used to pay mortgage up, pay off credit cards, catch-up utilities, other overdue needs, and provide a little savings. This of course added further deductions to when on leave reduced pay. That ease, and those savings didnt last. I would work weeks or months without issues, and then be on leave for days to weeks, and for a few periods months. Requests for further assistance from Vanderbilt still were minimal, by XX/XX/XXXX she had earned enough certifications in her work, that she was promoted to an XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; job increased her pay to her current $ XXXX/hour.XX/XX/XXXX, Vanderbilt still feeling our hardship was temporary extended a 2nd payment to the end of the mortgage period. This was the only assistance offered available.\n\nDespite working without health challenges last quarter of XX/XX/XXXX, her increase I wages, cutbacks on spending, and the XX/XX/XXXX forgiveness of mortgage we remained drowning in debt. It was at this point in reviewing Vanderbilt correspondence with her, HUD regulations, and services that seemed available at every corner of the web that I became active as the primary source of contact with Vanderbilt. The stress had taken its toll on her, our relationship became damaged, and we started XXXX XXXX to try to keep our family together.\n\nBy this time we were already behind on XX/XX/XXXXand XX/XX/XXXX mortgage payments, our payments are $ XX/XX/XXXX/month. Reading through their letter declining modification or any assistance based on the affordability of our home based on income to debt ratio, really became frustrating. I began regular correspondence and questioning of assistance. I started online researching to HUD, supposedly government mortgage assistance, even confirmed again that my XXXX XXXX  military time was not equivalent enough for those program assistance ( a status not once in my life, even as a student did I attempt to claim ).\n\nBy XX/XX/XXXX, Vanderbilt assigned a new single point of contact, XXXX XXXX at Ext XXXX. Now several things, one even with their extension, when you call you dont get to talk to whom you want or an extension they fairly aggressively tell you that that can help you. But in the phone calls from XXXX, I felt she was an advocate, not wanting us to lose our home. Wanting to understand our finances more. For several weeks we worked collaboratively. I provided many paycheck summaries, showing the variation from their always used $ XXXX/hour pay rate, to the 80 % reduced rate. Showing despite hours worked or hours leave the same {$190.00} health insurance, {$210.00} for 401k loan 1, {$41.00} 401k loan 2, {$180.00} child support 1, {$150.00} child support 2, & {$4.00} life insurances come out every 2 week check. That is a total of {$800.00} each bi-weekly check not counting taxes taken. At a reduced rate ( 80 % ) when on leave for 80 hour pay period it is {$1300.00}, after those deductions and taxes take home is minimal. Being on leave is extremely harmful to our lives financially. Take home is reduce $ 400-500 bi-weekly when on leave versus at work hours.\n\nIn addition for hardship explanation we were left compelled to share a lot of personal information and story. My medical histories and diagnoses of issues, explaining my struggles with intermittent leave. Looking back and re-reading the hardship letter written for some reference in writing this explanation, I am shocked how vulnerable I was and how releasing I was in the desperation we are in.\n\nI even went as far as provided true utility bills, accurate monthly pharmacy expenses, and estimated commuting fuel expenses. All of this was sent in faxes, the primary correspondence being sent XX/XX/XXXX. Vanderbilts response after review was that the home was still affordable based on income to standard % housing calculations. XXXX  appreciated advocacy was turned to same supervisory answers. XXXX XXXX, same as XX/XX/XXXXrequest denied any modification assistance still citing home is affordable. Repeated calls and confusion to the works provided and their review were made. We were even advised that any monies less than the full amount passed due, wouldnt be applied to the mortgage. That those funds would be held in a separate account until full due received, or something legal like that. There is a statement similar to that on each monthly statement : Each partial payments received are not applied to the loan, but instead are held in separate suspense account. The funds will be applied when the remainder of the payment is received.\n\n( Can elaborate further but until a recent phone call with Vanderbilt & XXXX XXXXXXXX XXXX XXXX   conference, we were led to believe no monies unless full balance passed to would even be applied to loan. Therefore with no cooperation to assist keeping home, or working with us. We stopped even considering managing payments to Vanderbilt. ) A supervisor XXXX XXXX who took one of the escalated calls told me nothing could be done, they could perhaps provide us some assistance in moving expense. This phone call occurred the first week of XX/XX/XXXX. ( A letter dated XX/XX/XXXX from XXXX  wasnt received until XX/XX/XXXX, 3 days before my XXXX, the letter was a true offer of Deed in Lieu of Foreclosure. ) It was at this time we stopped really dealing with Vanderbilt alone and direct, though recently further phone calls with an associate XXXX  have been made. Through internet research and ads still claiming Obamas Mortgage bailout assistance available, expiring in XX/XX/XXXX ; I did find several services promising help.\n\nI first began with a very friendly seemed-advocate person named XXXX XXXX, from XXXX XXXX XXXX XXXX. Again very personable, all about helping us. Since at the time just gotten default notice from Vanderbilt on XX/XX/XXXX he provided all assurances they could keep us from losing our home. Considering our hardship, outrageous interest rate, and odd mortgage term they could most likely reduce our monthly mortgage rate. During one of the initial calls he conferenced in Vanderbilt confirming rates, terms, balances, and what assistances had been requested, offered, and denied. I completed required paperwork, application, and faxed data including copying XXXX on the very personal hardship letters provided to Vanderbilt. XXXX seemed very legit. Their website is filled with testimonies, their business ratings and accolades well-advertised. XXXX copied me on correspondence with attorney XXXX XXXX  at XXXX XXXX XXXX XXXX. I sent them the Lien in Lieu of Foreclosure when received XX/XX/XXXX; and despite having fairly evasive XXXX XX/XX/XXXX ; we scheduled a conference call during our long commute home from hospital XX/XX/XXXX afternoon to discuss our case review.\n\nVanderbilts Deed in Lieu of Foreclosure offer, letter dated XX/XX/XXXX ; received post mail XX/XX/XXXX ; offered {$1000.00} if we could vacate the property in good condition by XX/XX/XXXX. The offer though negotiable was to expireXX/XX/XXXX.\n\nOn XX/XX/XXXXon our way home from hospital in XXXX XXXX, we received only a call from XXXX making sure we would be available for the next 20 minutes. 2 hours later, we received a call from someone in claims at XXXX. We were initially advised it would be some sort of conference call, with XXXX, the law office, and claims. But only the claims gentleman was on the call, it was near XXXX Central time when he called. His news was amazing at first, they could keep us from owing the back mortgage monies piled up ; and keep us from losing our home. We were ecstatic, even fist bumping as the call started. But then the tone of the business changed. As fees and monies needed discussed. Four monthly installments of $ XXXX/month would retain their services, for which at the end of four months we would just continue mortgage payments to Vanderbilt, and the past due mortgage payments and the further months accrued would be added to the end of our mortgage terms such had be completed twice before by Vanderbilt. They then mentioned that though there was NO GUARANTEE, that he had experience with Vanderbilt from other clients and that they could possibly get our monthly rate reduced, but couldnt even begin to state to what rate. That the Obama created mortgage assistance programs had expired, that mortgage assistance privately is internally provided and required by HUD regulations, but Vanderbilt controls their assistances offered.\n\nWhile I was pretty stoked still, she was not. While continuing to drown in debt and juggle and struggle, paying that expense to retain, buy perhaps a season longer in our home to only be back in the same place come fall/winter struggling with a payment XXXX/Vanderbilt wouldnt modify or reduce. We have remained at that impasse since. From this point without agreement or date promise to pay XXXX, their calls and contacts became so much less advocacy and more sales/collections like. This definitely steered us away.\n\nAs the XX/XX/XXXX deadline approached ( 4 days XXXX ), at really her request I contacted Vanderbilt once again. They were made aware of my XXXX  several times, even calling day prior for a collection/update. The Vanderbilt associate I spoke with seemed to understand our dilemma, and verbally on phone agreed to hold off any further actions for 2 further weeks,XX/XX/XXXX.\n\nWe wrestled with the challenges and concerns of XXXX & Vanderbilt collectively. I even tried alternate similar services, though didnt take process/application as far who admitted they have a $ XXXX- {$5000.00} retainer. She went and visited informally with attorney at bankruptcy options, none of which made the home affordable.\n\nWe understand that a millionaire can by a mansion, lose all his money and then lose his mansion. We dont live in a mansion. It is a modest home, per web-based appraisals as high as {$150000.00}, but we have always thought it closer to {$120000.00}. That is frustrating that it is an {$80000.00} balance, and we can get no solid support from Vanderbilt.\n\nIn desperation I began federal government searching, coming across a HUD XXXX  number. Its system requested I enter my zip code to find the closest assistance office ; it found none near home, but offered an alternate XXXX  number. I called that number, had an intake interview with a gentleman providing me information about HARP program, case call-ID #, and XXXX number to XXXX XXXXXXXX XXXX XXXX.\n\nMy first phone call to XXXX XXXX representative XXXX, lasted for near 4 hours. She took all our financial information and story. Provided us information about scams and paying for mortgage modifications. Told the story directly when discussing our budget and monies how much deficit we are currently in. For weeks now I have been working through the scam avoidance site, bankruptcy education, budget assistance, and reduction of the deficit possibilities. I have been calling Vanderbilt also, but not finding any further validity to potential modification.\n\nCOMPLAINT SPECIFICS : During XXXX  intake interview, we called Vanderbilt she verified information about the mortgage speaking with Vanderbilt associate XXXX, of whom I have spoken with on multiple occasions now. While XXXX was there online for support, she did let me ask and get full summary of the situation, Vanderbilts position on the account and history of requested support. Here is where it gets me, and apparently got XXXX  with XXXX XXXX, as she insisted I contact you and file a complaint. In a single phone call with Vanderbilt representative XXXX, assistance was denied based on the home is affordable based on their review of income ( as explained earlier, with their consideration only of my $ XXXX/hour ) ; then in micro-moments later as I questioned options of modification assistance can not be considered because we cant afford the home. Literally in one moment, just minutes really of conversation the entire denial spectrum from havent helped because we tabulated our percentages and it shows its affordable to the now wont help because you cant afford the home. With the very list of options on their own denial letters, no assistance other than the short notice Deed in Lieu of Foreclosure is considered.\n\nConsidering what I understand these internal programs are supposed to offer mortgage clients this doesnt seem right. They should have helped when her income dropped, they should have helped now. Our mortgage interest is really off standard as is our year terms. I am continuing to work with XXXX XXXX and trying to convince my girlfriend, paying Vanderbilt the entire passed to would get us some time to work with XXXX XXXX, Consumer Finance and others to see if modification possible.\n\nIf not, we can explore listing the home for sale and or other options. I agree we will struggle to continue to pay this mortgage payment monthly, but catching us up will buy us some time to be in a better than foreclosure lost position. I dont know if the home would sell, I would prefer us to keep our home or sale for enough profit to help our debts and set us up for smart financial future. The addition my health uncertainties, benefit payments, and job status really adds to the struggles making a smart decision.\n\nXXXX  on that phone call gave us until tomorrow, to make a decision. She and I will be making a decision whether or not to for the last possible time drain some retirement she has to buy that time. She is not sure that is a wise investment of the minimal monies we have, considering the likelihood of losing the home anyways without some sort of modification.\n\nPlease advice.","date_sent_to_company":"2018-03-20T18:39:06.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"64850","tags":null,"has_narrative":true,"complaint_id":"2848469","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"VANDERBILT MORTGAGE & FINANCE, INC","date_received":"2018-03-20T18:28:53.000Z","state":"MO","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":["Therefore with no cooperation to assist <em>keeping</em> home, or working with us. We stopped even considering managing payments to Vanderbilt. ) A supervisor XXXX XXXX who took one of the escalated calls told me nothing could be done, they could perhaps provide us some assistance in moving expense."]},"sort":[3.7088857,"2848469"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":13,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":13}]}},"product":{"doc_count":13,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":4}]}},{"key":"Checking or savings account","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CD (Certificate of Deposit)","doc_count":1},{"key":"Checking 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