{"took":424,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":24,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14908806","_score":26.887959,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Company Name : Block, Inc. ( Square ) Product : Money Transfer, Virtual Wallet, or Prepaid Debit Card Issue : Money was not received, or was sent to the wrong account Complaint : I used Square ( Block, Inc. ) to process payments for my small business. I had one verified XXXX  XXXX XXXX account connected for deposits, and a Square Debit Card that I never used or saw a balance on. I later discovered that only part of the money I was earning was reaching my bank account. \n\nAfter contacting Square support multiple times, I was told the funds were deposited to my Square Debit Card, and then routed out of that card to another account. I was not provided any detail about what account received the money, and I never authorized or linked any other external account. \n\nI still do not have access to the missing funds, and Square has stated that they are unable to tell me where the money went, which is unacceptable. I believe this may involve fraud or unauthorized redirection of my Square balance, and Square has refused or failed to provide a resolution.\n\nI am requesting a full investigation and recovery of the missing funds. I want Square to provide transaction records and to refund or return the money that was never properly deposited to my bank. \n\nThank you, XXXX XXXX","date_sent_to_company":"2025-07-27T22:59:36.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"98201","tags":null,"has_narrative":true,"complaint_id":"14908806","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-07-27T22:53:52.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After contacting <em>Square</em> support multiple times, I was told the <em>funds</em> were deposited to my <em>Square</em> Debit Card, and then routed out of that card to another account. I was not provided any detail about what account received the money, and I never authorized or linked any other external account. \n\nI still do not have access to the <em>missing</em> <em>funds</em>, and <em>Square</em> has <em>stated</em> that they are unable to tell me where the money went, which is unacceptable."]},"sort":[26.887959,"14908806"]},{"_index":"complaint-public-v1","_id":"18354763","_score":25.10924,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"In XX/XX/year>, I initiated a domestic transfer of {$870.00} from my Square balance to my external bank account at XXXX. The bank account had been closed shortly before the transfer. \n\nAccording to XXXX, the funds were received on XX/XX/year> and returned to Square on XX/XX/year> because the account was closed. XXXX confirmed they no longer have the funds and can not take further action since the return was processed on their end. \n\nI contacted Square support multiple times with this information. Despite providing : Confirmation of the return date from XXXX XXXX and department of the XXXX representative Detailed timeline of events Square support stated that they have no record of receiving the returned funds and that they are unable to initiate an internal trace or escalate internally to locate the funds. I am being told to wait indefinitely without a timeline for resolution. \n\nAt this point, the money has : Left Square Been returned by XXXX Not been credited back to my Square balance Not been located internally by Square My concern is that the returned ACH funds may be sitting unposted within Squares system without a way to trigger an internal investigation. I am seeking assistance in having the return located and credited properly so that the funds can be deposited into my currently verified bank account.\n\nI have tried to resolve this directly with Square but have been told there are no further internal actions they can take. I am filing this complaint because the funds appear to be missing between institutions, and I need intervention to ensure the ACH return is properly reconciled.","date_sent_to_company":"2025-12-29T22:45:43.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"78640","tags":null,"has_narrative":true,"complaint_id":"18354763","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-12-29T22:18:56.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have tried to resolve this directly with <em>Square</em> but have been told there are no further internal actions they can take. I am filing this complaint because the <em>funds</em> appear to be <em>missing</em> between institutions, and I need intervention to ensure the ACH return is properly reconciled."]},"sort":[25.10924,"18354763"]},{"_index":"complaint-public-v1","_id":"5935591","_score":25.055593,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"square up app Credit Card Processing and banking. \n\nOn XX/XX/2020 I opened a square up app credit card processing account for my business. i processed 3 test run payments and was successful. On the 5th day i made a customer transaction for my business of {$5400.00} and although everything processed successfully. Square co put a hold on the funds of {$5400.00} and hasnt let me withdraw. They stated they were missing information of me and my business. That itself is understandable but not 6 days later. I Used to be a XXXX XXXX, no one should be allowed to complete and open an account, much less process transactions on accounts pending identity verification. Furthermore, Funds on hold with no notice is also unacceptable. At the time someone notice anything missing on my account, this processing account should of not let me process any payments. \nmy account can be located with them by email XXXX XXXX XXXX Phone number XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tx. XXXX","date_sent_to_company":"2022-09-01T00:40:02.000Z","issue":"Confusing or missing disclosures","sub_product":"Mobile or digital wallet","zip_code":"78596","tags":null,"has_narrative":true,"complaint_id":"5935591","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2022-09-01T00:21:37.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>square</em> up app Credit Card Processing and banking. \n\nOn XX/XX/2020 I opened a <em>square</em> up app credit card processing account for my business. i processed 3 test run payments and was successful. On the 5th day i made a customer transaction for my business of {$5400.00} and although everything processed successfully. <em>Square</em> co put a hold on the <em>funds</em> of {$5400.00} and hasnt let me withdraw. They <em>stated</em> they were <em>missing</em> information of me and my business."],"issue":["Confusing or <em>missing</em> disclosures"]},"sort":[25.055593,"5935591"]},{"_index":"complaint-public-v1","_id":"7219332","_score":23.082832,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"In XX/XX/2023 there was 'suspicious activity ' in my Square account. I contacted Square and they stated they 'closed \" the savings account that was opened by a hacker and I reset my passwords. \n\nSince XX/XX/2023 Square will not transfer my {$640.00} balance of sales from credit card transactions. I used the Square reader to swipe credit cards for services. The transactions are attached and detailed as well as my bank statement that shows the last deposit from Square was on XX/XX/2023. The following is a list if missing transfers to my bank account : XXXX XXXX {$110.00}, XXXX XXXX {$95.00}, XX/XX/XXXX {$100.00}, XX/XX/XXXX {$45.00}, XX/XX/XXXX {$50.00}, XX/XX/XXXX {$90.00}, XX/XX/XXXX {$95.00}, XX/XX/XXXX {$60.00}. \n\nEvery time I call Square I get a different excuse why the funds will not transfer. Most recently they tell me I have to link a bank account to the Savings Account that I did not open or authorize. I argued with them regarding this, but if it meant I can get my money, I went ahead and tried to link an account and keep getting an error message that I can not link a bank account to this Square Savings. Therefore, it is a catch 22, I can not get my funds until I link an account to the savings ( that I did not open ) and I can not link an account to the savings. \n\nMeanwhile I have been on the phone, emailed a complaint and my balance still has not transferred.","date_sent_to_company":"2023-07-07T13:38:27.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"44102","tags":null,"has_narrative":true,"complaint_id":"7219332","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-07-07T13:12:00.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In XX/XX/2023 there was 'suspicious activity ' in my <em>Square</em> account. I contacted <em>Square</em> and they <em>stated</em> they 'closed \" the savings account that was opened by a hacker and I reset my passwords. \n\nSince XX/XX/2023 <em>Square</em> will not transfer my {$640.00} balance of sales from credit card transactions. I used the <em>Square</em> reader to swipe credit cards for services. The transactions are attached and detailed as well as my bank statement that shows the last deposit from <em>Square</em> was on XX/XX/2023."]},"sort":[23.082832,"7219332"]},{"_index":"complaint-public-v1","_id":"10848055","_score":22.599419,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am writing to formally request your assistance in resolving an issue involving XXXX XXXX ( operated by XXXXXXXX XXXX ) and Square XXXX. These entities manage my financial transactions for my side business, The XXXX XXXX XXXX. Despite my repeated efforts to resolve the matter, I have faced significant delays, miscommunication, and lack of accountability. \n\nBackground XXXXXXXX XXXX recently transitioned from XXXXXXXX XXXX to XXXXXXXX XXXX, leading to a change in routing numbers. On XX/XX/year>, I received payments for two invoices : {$530.00} and {$1500.00}. My XXXX account is configured to transfer funds to my XXXX account daily. \n\nOn XX/XX/year>, at XXXX XXXX EST, I received an email from XXXX XXXX  stating that the funds had been returned to Square due to the routing number change. XXXX provided a trace number and instructed me to contact Square to resolve the issue. \n\nSince then, I have been making daily phone calls to both XXXX XXXX and Square XXXX. Despite my diligence and providing trace numbers, customer ID codes, and external transaction numbers, neither party has escalated the issue to resolution. \n\nTimeline of Events XX/XX/year> : Called Square ( XXXXXXXX XXXX EST ) and XXXXXXXX XXXX ( XXXXXXXX XXXX EST ). \nWas told to wait 3-5-7 business days for the funds to return to my Square account. \nXX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 18 minutes ) and XXXX XXXX ( XXXXXXXX XXXX EST, 34 minutes ). \nSquare stated they did not see the funds and requested a branch managers name and fax number. XXXX XXXX informed me they do not use fax machines. \nXX/XX/year> : Called Square ( XXXX XXXX EST, 39 minutes ). \nReceived an email from XXXX XXXX, Head of Customer Experience at XXXXXXXX XXXX, and sent the information to Square. \nCalled XXXX XXXX ( XXXXXXXX XXXX EST, 1 hour 10 minutes ) and Square again ( XXXX XXXX EST ), trying unsuccessfully to initiate a joint call. Square repeatedly refused and disconnected. \nXX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 11 minutes ). Square requested a different XXXX than XXXX and speculated the funds might arrive by Monday. They did not. \nXX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 33 minutes ). Square disconnected multiple times while I tried to connect them with XXXX XXXX. \nXX/XX/year> ( Today ) : Called Square ( currently on a call lasting over 1 hour 26 minutes ). Initially spoke with XXXX, who stated that Square now requires a signed letter from XXXX XXXX to escalate the issue. \nSpoke with manager XXXX, who reiterated the need for a fax number, despite XXXXXXXX XXXX not using fax machines. \n\nI also have lots of emails to/from XXXX and square. \n\nKey Issues Inconsistent Requirements : Square changes their escalation requirements every time I call, including requesting a signed letter and insisting on a fax number, which XXXXXXXX XXXX does not use. \nRefusal to Escalate : Both XXXXXXXX XXXX and Square have failed to escalate the issue appropriately, despite being provided all necessary information. \nLack of Coordination : Square has repeatedly refused to participate in joint calls with XXXXXXXX XXXX, even hanging up multiple times. \nUnreasonable Delays : It has been over two weeks, and the funds are still unaccounted for. \nImpact As a small business owner, this situation has caused significant frustration and inconvenience. I have spent countless hours on phone calls, been given contradictory information, and experienced poor customer service. \n\nRequested Resolution I am requesting the CFPB to intervene and assist in : Ensuring both XXXX XXXX and Square XXXX investigate and resolve this issue immediately. \nAddressing the unreasonable delays, inconsistent requirements, and lack of escalation processes. \nProviding a clear timeline for the return of the missing funds. \nThank you for your attention to this matter. I appreciate your assistance in holding these institutions accountable for their failure to provide timely and effective service. \n\nSincerely, XXXX XXXX ( XXXX ) XXXX","date_sent_to_company":"2024-11-19T15:49:33.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"48382","tags":null,"has_narrative":true,"complaint_id":"10848055","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2024-11-19T14:52:47.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My XXXX account is configured to transfer <em>funds</em> to my XXXX account daily. \n\nOn XX/XX/year>, at XXXX XXXX EST, I received an email from XXXX XXXX  <em>stating</em> that the <em>funds</em> had been returned to <em>Square</em> due to the routing number change. XXXX provided a trace number and instructed me to contact <em>Square</em> to resolve the issue. \n\nSince then, I have been making daily phone calls to both XXXX XXXX and <em>Square</em> XXXX."],"issue":["Trouble accessing <em>funds</em> in your mobile or digital wallet"]},"sort":[22.599419,"10848055"]},{"_index":"complaint-public-v1","_id":"4392916","_score":22.556871,"_source":{"product":"Checking or savings account","complaint_what_happened":"We set up a square account for our business to accept card payments. The square account was set up XX/XX/XXXX. The first payment from a client was XX/XX/XXXX. We has no issues with square transferring our money into our bank account at XXXX XXXXXXXX XXXX. All transfers from square were made the next day into our business checking account. At the end of XX/XX/XXXX we realized the last deposit from square that entered our account was from XX/XX/XXXX. We contacted square to see where our missing XXXX and XX/XX/XXXX deposits were. Square put a hold on our account. They asked us to submit documentation to verify our bank account information. On XX/XX/XXXX we submitted our last three months of bank statements to square from our XXXX XXXXXXXX XXXX  account. On XX/XX/XXXX we received an email from square stating our account with them had been deactivated. At that point in time we believed {$31000.00} was being held by square. Square stated in the deactivation email from XX/XX/XXXX that our funds would be transferred in two business dates making that date XX/XX/XXXX. No transfers were received on XX/XX/XXXX. Multiple attempts between XX/XX/XXXX and XX/XX/XXXX were made to square on why it was deactivated and when we would receive our funds. On Monday XX/XX/XXXX we discovered another bank account was linked to our square. It was a XXXX XXXX XXXXXXXX account. We saw that we had {$17000.00} available to transfer into our bank account. We were manually able to re-enter our information for XXXX XXXX. We received a conformation email stating that the account was changed and the {$17000.00} was successfully transferred into our XXXX XXXX account. We never received an email when it was changed from the XXXX XXXX bank to the XXXX XXXX XXXXXXXX. As for the other {$13000.00} it was transferred into the XXXX XXXX XXXXXXXX account on two different instant transfers. All previous transfer were 1 to 2 business days never instant. The first instant transfer was made on XX/XX/XXXX for the amount of {$7900.00} and the second instant transfer being on XX/XX/XXXX for {$5500.00}. Fraudulent claims have been made to XXXX XXXX XXXXXXXX, a police report has been filed, a report with the FBI has been filed and a complaint to the FDIC. No one at square has contacted us back and we continue to make several attempts daily to contact them.","date_sent_to_company":"2021-05-20T19:56:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"29488","tags":"Servicemember","has_narrative":true,"complaint_id":"4392916","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-05-20T18:59:05.000Z","state":"SC","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["<em>Square</em> <em>stated</em> in the deactivation email from XX/XX/XXXX that our <em>funds</em> would be transferred in two business dates making that date XX/XX/XXXX. No transfers were received on XX/XX/XXXX. Multiple attempts between XX/XX/XXXX and XX/XX/XXXX were made to <em>square</em> on why it was deactivated and when we would receive our <em>funds</em>. On Monday XX/XX/XXXX we discovered another bank account was linked to our <em>square</em>. It was a XXXX XXXX XXXXXXXX account."],"sub_issue":["<em>Funds</em> not handled or disbursed as instructed"]},"sort":[22.556871,"4392916"]},{"_index":"complaint-public-v1","_id":"4577590","_score":21.410156,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"COMPLAINT : SQUARE , INC On/About XX/XX/XXXX I opened an account on Square to accept credit card payments for our small lawn mowing company. A first transaction in the amount of {$1.00} test worked fine. On XX/XX/XXXX I processed a credit card in the amount of {$290.00} which was accepted and posted to my account. When I attempted to move that to my bank account it was missing. \n\nI received an email that they had impounded my funds due to an open balance on a separate company that was closed in XXXX. That company was an XXXX  filed under the XXXX XXXX XXXX XXXX XXXX XXXX.\n\nMy new Square account was opened under a XXXX filed properly with XXXX XXXX. The XXXX  had it's own XXXX  and separate legal identity as a XXXX.\n\nThat XXXX  did have a dispute regarding a charge back due to a reported incidence of credit card fraud for which my XXXX  was the victim sometime in XXXX. \n\nMy XXXX is a XXXX XXXX under my personal XXXX and the two entities, legally separate, never existed at the same time. The XXXX was not filed until XXXX, two+ years after the end of the XXXX. \n\nSquare is asserting that the two, legally separate XXXX entities are connected for their purposes of attaching funds that belong to the newer enterprise. I find no such provision in their own TOS. \n\nSquare 's position is that because I was the owner of a corporation, I as an individual XXXX with a XXXX XXXX, am liable for the XXXX XXXX. That goes against the very principle and purpose of incorporating any business. \n\nI raised this defense in response to their email. Their reply was for me to provide them government documents to establish the separation of the entities. To that I provided by now-expired XXXX documents and annual report showing the XXXX  as they requested. I also sent a copy of my filing for my XXXX. That of course, for security reasons, will not show a personal social security number. Both entities are separated not just legally but in time as well, by several years. \n\nSquare found these insufficient but refused to state a specific document they would accept. They appear to have decided this in their favor at the outset and that no document I provide would ever be sufficient. I sent these documents at least three times and have another hard copies on the way to their HQ via US Mail. \n\nShould this type of aggression against an individual for debts of a corporation in which that person has an ownership interest would logically permit a private corporation ( Square Inc ) to take on the role of a court to pierce the corporate veil to collect from individual owners, debts it deems owed by those corporations. Shareholders would become targets for collection of debts payable by any corporation in which they owned stock. \n\nSince that time SQUARE did resolve the initial complaint IN MY FAVOR however now they state they wont release my funds for 90 days. They wont refund fees and wont pay interest which leads me to suspect they do this to aggregate funds from others to collect interest. \n\nI have copies of all emails related to this process. But I still have no access to my funds. \n\nThere appears to be no means to contact anyone at SQUARE by telephone. \n\nA similar complaint was filed with the XXXX XXXX XXXX XXXXXXXX XXXX XXXX. \n\nXXXX XXXX XXXX XXXX","date_sent_to_company":"2021-07-27T15:03:11.000Z","issue":"Money was not available when promised","sub_product":"Domestic (US) money transfer","zip_code":"321XX","tags":"Older American","has_narrative":true,"complaint_id":"4577590","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-07-27T14:49:22.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Since that time <em>SQUARE</em> did resolve the initial complaint IN MY FAVOR however now they <em>state</em> they wont release my <em>funds</em> for 90 days. They wont refund fees and wont pay interest which leads me to suspect they do this to aggregate <em>funds</em> from others to collect interest. \n\nI have copies of all emails related to this process. But I still have no access to my <em>funds</em>. \n\nThere appears to be no means to contact anyone at <em>SQUARE</em> by telephone."]},"sort":[21.410156,"4577590"]},{"_index":"complaint-public-v1","_id":"20365204","_score":19.400604,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am a small business owner using Square Appointments to collect deposits for services. I have experienced a serious and ongoing issue where customers are able to book appointments with required deposits, and the system displays these appointments as paid, even when the payment has failed or was declined. \n\nFor example, on or around XX/XX/year>, a customer booked an appointment with a {$50.00} required deposit. The system showed the appointment as paid, however, there is no record of a successful transaction in my Square transaction history. Upon further review, the payment attempt was declined, yet the appointment was still confirmed and labeled as paid. \n\nAdditionally, the system allowed me to attempt to issue a refund for this deposit, even though no funds were ever successfully received. Because of this misleading system behavior, I issued a {$50.00} refund to a customer for a payment that was never actually processed, resulting in a direct financial loss to my business. \n\nWhen I attempt to locate or interact with these supposed payments, I receive an error message stating Payment Not Found. This confirms that no valid transaction exists, despite the system previously displaying the appointment as paid. I have also observed that this is not an isolated incident. Multiple deposits are not appearing in my transaction history at all, despite being tied to booked appointments. \n\nI have also noticed that I am not receiving any of these deposits in my Square-linked bank account at all. Despite appointments showing as paid within the system, there are no corresponding deposits being transferred or recorded. This further confirms that the payments are not actually being processed, while the platform continues to display them as completed transactions. This creates a serious discrepancy between what is shown in the system and the actual funds received. \n\nThis creates multiple serious problems : Misrepresentation of payment status ( paid when payment failed or does not exist ) Ability to issue refunds for transactions that never occurred Loss of income due to unsecured bookings Direct financial loss from issuing refunds on non-existent payments Missing deposits that are never transferred to my bank account Lack of safeguards to prevent failed payments from confirming appointments As a business owner, I rely on deposits to secure appointments and protect my time. Squares system is allowing customers to book without actually paying, while displaying inaccurate and misleading payment information. \n\nI am requesting that Square be required to correct this issue by ensuring that : 1. Appointments can not be confirmed unless payment is successfully processed 2. Failed or declined payments are clearly labeled and do not appear as paid 3. Refund options are not available unless a valid transaction exists This issue is deceptive, causes financial harm, and reflects a serious flaw in how Square represents and processes payments. It needs to be addressed to prevent further harm to small businesses.","date_sent_to_company":"2026-03-18T08:56:02.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"08054","tags":null,"has_narrative":true,"complaint_id":"20365204","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2026-03-18T08:33:33.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The system showed the appointment as paid, however, there is no record of a successful transaction in my <em>Square</em> transaction history. Upon further review, the payment attempt was declined, yet the appointment was still confirmed and labeled as paid. \n\nAdditionally, the system allowed me to attempt to issue a refund for this deposit, even though no <em>funds</em> were ever successfully received."]},"sort":[19.400604,"20365204"]},{"_index":"complaint-public-v1","_id":"13063336","_score":16.839764,"_source":{"product":"Credit card","complaint_what_happened":"Name : XXXX XXXX ( AKA XXXX XXXX ) Phone Number : XXXX Email : XXXX Cash App Tag : XXXX XXXXXXXX Company : Square , Inc. ( Cash App ) Product : Mobile/Digital Wallet Issue : Fraud or scam Unauthorized transactions and account closure What Happened : I used my Cash App account solely to receive my IRS tax refund, which was deposited on XX/XX/year>. I did not authorize any transactions afterward. I was working out of state in Oregon and had no access to the app or my funds. When I returned, I discovered my account had been closed, my balance wiped out, and numerous unauthorized transactions had occurred. \n\nI have repeatedly attempted to resolve the issue through Cash App support. Despite clearly stating that all activity from XX/XX/XXXX forward was fraudulent, I have been ignored by automated systems, and their support team has yet to escalate or refund the missing IRS funds. \n\nI am protected under Regulation E, and this is a case of financial fraud and possible identity theft. I did not give anyone access to my phone, account, or personal information. I have submitted documentation and a full statement, yet still have not received a resolution or refund.\n\nRequested Resolution : 1. Full refund of my IRS tax return and all unauthorized transactions 2. An investigation into how my account was accessed and closed 3. Confirmation that my personal information was not compromised 4. Direct contact with a senior support representative or case investigator","date_sent_to_company":"2025-04-18T18:03:57.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"96080","tags":null,"has_narrative":true,"complaint_id":"13063336","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-04-18T17:55:38.000Z","state":"CA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Name : XXXX XXXX ( AKA XXXX XXXX ) Phone Number : XXXX Email : XXXX Cash App Tag : XXXX XXXXXXXX Company : <em>Square</em> , Inc. ( Cash App ) Product : Mobile/Digital Wallet Issue : Fraud or scam Unauthorized transactions and account closure What Happened : I used my Cash App account solely to receive my IRS tax refund, which was deposited on XX/XX/year>. I did not authorize any transactions afterward. I was working out of <em>state</em> in Oregon and had no access to the app or my <em>funds</em>."]},"sort":[16.839764,"13063336"]},{"_index":"complaint-public-v1","_id":"4297250","_score":15.42099,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"The fraudulent agency is Square located at XXXX XXXX  XXXX, XXXX XXXX, XXXX XXXX, CA XXXX ; ( XXXX ) XXXX or XXXX. \n\nI own a XXXX XXXX in FL. While my XXXX  bank account is not with this agency, I have been a customer of theirs since XXXX, utilizing them as my debit/credit card processor for payments from my clients. Each time we run a client payment at my XXXX, Square then deposits the funds into my separate banking institution, a different company, the next business day. Until this past month, I have never had an issue with this company. \n\nOn XX/XX/XXXX, an unknown individual \" allegedly '' compromised my Square login information and attempted to \" key in '' a XXXX credit card charge in the amount of {$2800.00} at XXXX ; card # ending in XXXX, Square \" authorization # XXXX XXXX XXXX. This would be an unknown card holder to us and we did not run this transaction. Most of our transactions are in the amount of $ XXXX {$190.00} for a week 's XXXX fees or the equivalent for a month 's XXXX  fees ( most clients pay by the week only ). Square put a notation of this \" fraudulent '' transaction on my Dashboard page with them, however, they failed to notify me via email ( or phone call ), which is how they have always communicated with me in the past. I am not in the habit to view notifications in the Dashboard because of this and therefore was not aware of this \" transaction '' until XX/XX/XXXX when I began to investigate why I had not received any of my deposits from my clients. I typically am notified via email immediately each time I or my staff run a client 's card. When it suddenly occurred to me on XX/XX/XXXX that I was missing funds, that is when I learned about the following story : On XX/XX/XXXX, the above referenced cardholder apparently disputed the false charge and the notice on the Dashboard acknowledges that the cardholder had no knowledge of the \" authorization. '' This was definitely not a client of mine. I can see the time, the date, the amount, the last 4 digits of the card and type, as well as Square 's authorization code. Like I stated, no notification was provided to me by Square. On XX/XX/XXXX, a similar \" transaction '' was keyed in for {$2800.00}, oddly {$2.00} less. This card was a Visa ending in XXXX at XXXX, authorization # XXXX, XXXX XXXX. Again, this transaction was disputed by the cardholder. Again, no notification to me from Square.\n\nAs a consequence of these \" disputes, '' Square then, it appears, \" held '' all of my legitimate credit/debit card payments from my clients through the remainder of the month -- until I became aware and forbid my staff from taking any more payments this way until the matter was resolved. \n\nI made contact on XX/XX/XXXX with a woman by the first name only of \" XXXX '' at Square. XXXX assured me that she \" would escalate a report with Square 's Fraud Dept. and that I could expect a return call or email ASAP, however that it \" could take up to 7 business days. '' I called the following day, XX/XX/XXXX, anyway to see if there had been any updates yet and to relay that the matter HAD to expedited as I had payroll coming out of my bank account that Thursday and that would put me in a huge deficit. Again, I was reassured that they were \" diligently working on it and would contact me ASAP. '' In a subsequent call I placed later on that same day, I was informed by a very \" helpful '' individual at Square who provided the following update, after first confirming that I had no XXXX XXXX XXXX  accounts ( hmmm ... .why do you ask when your agency knows very well who I bank with? that never occurred to me ask, though ) : \" It appears that someone has attempted to open 4 different bank accounts in your name, but not your Social, with XXXX XXXX. One, ending in the last 3 digits, the only numbers available for me to see, are XXXX. This account was successfully opened with WF and all of some of your transactions from your clients were rerouted to this bank account. 2 of these accounts ending in XXXX and XXXX respectively are in incomplete status of opening ; the 4th ending in XXXX was either terminated or declined, we can not see. '' Interesting. Again, I was assured that I would be contacted ASAP pending completion of the \" investigation. '' I was sweetly \" advised '' to put a fraud alert on my Social \" just in case. '' Which I immediately did, however, my guess now is that was simply a ruse by Square to make it appear that they were being proactive and helpful. \n\nAs a consequence, I had to borrow money from my beloved XXXX-year-old mother-in-law in order to pay my teachers that week their well-deserved money. \n\nNo reported activity has been made using my Social ( which Square does have access to ).\n\ni immediately contacted the Fraud Dept.at XXXX XXXX. The \" information '' provided by Square with those numbers and a search of my name revealed no accounts, but they initiated their own investigation. They confirmed for me this morning that upon full investigation there were NO accounts established under my name, my address, my Social or other \" ID. '' While accounts can be initiated online, documentation of such would have been mandated in order to complete the opening of said \" accounts. '' I next contacted the Fraud Dept. of my bank and I then went in person to my local branch and no fraudulent attempts had been made on the business account that they could determine. I could not close the account as I had payroll and other bills pending yet. As of today still no fraudulent activity has occurred with my bank account. Again, this \" activity '' was limited ONLY to Square. \n\nI then filed a report with the XXXX XXXX County Sheriff 's Dept. in FL to begin establishing the necessary paper trail. \n\n8 days go by and no return call or email from Square surprisingly, so I called them on the afternoon of Friday XX/XX/XXXX. The gentleman, whose name I did not get, stalled me for quite some time claiming that he was \" communicating with their Fraud Team via email and that they were probably backed up as it was taking some time to get a response. '' He would periodically put me on hold and \" check back in with to see if I was still patiently waiting. '' You bet I was! At last, he apologized and stated that someone would reach out to me before XXXX Central, my time, as they would be open until then on the East Coast. Surprisingly, no such return call or email. \n\nOn Monday XX/XX/XXXX, I began trying to reach Square again, to no avail. To press any prompt on their system results in nothing but frustrating circles and dead ends. To \" press 9 to speak to a CSR results only in the automated response of \" I see an account associated with your phone number that is currently under review. We are diligently working on it and will get back to you as soon as the process is complete, '' then it \" politely '' disconnects without ANY opportunity whatsoever to speak to a live individual. No matter how many times one might relentless call. Any attempts to respond to their prompts on their website of an alleged live CSR is nothing more than communicating with a computer bot that does not \" recognize your inquiry, '' nor does it recognize profanity, evidently. : ) During the phone game, my husband then started his search and last night is when it hit us fully that we were not victims of an outside electronic hacker as Square had \" determined. '' Rather, Square is the REAL CRIMINAL. We discovered that they are in serious financial trouble and that there are thousands upon thousands upon thousands of similar horror stories for other unsuspecting small businesses ( they only deal with small businesses, no large corporations -- wonder why? to avoid their large legal teams, hmmm?? ). Likewise, there are thousands and thousands of complaints on the XXXX. Folks are complaining the same types of theft via Square and others, some small amounts, some major. \n\nThe end result is many of these businesses were forced to close their doors because of this as they were still, like us, reeling from the pandemic losses. In our case, we are also still suffering from the ramifications of Hurricane Sally and the destruction of the XXXX XXXX XXXX which has put a great many of our former customers out of work. No customers, no income for our teachers. We take no money ourselves from the XXXX  as we live off of both mine and my husband 's XXXX checks. He is XXXX from XXXX and I have XXXX XXXX XXXX XXXX. Nice, huh? \n\nToday I am in process of filing every report under the sun to every possible agency that I can -- the FTC, the FL and the CA Attorneys General, The Consumer Finance Protection, the XXXX, you name it. If I have to hold a National Press Conference with all the big news agencies, by all that is Holy, I shall indeed. \n\nPLEASE HELP RESTORE THE VICTIM 'S MONEY AND HELP US ALL TO PREVENT LOSING THE BUSINESSES THAT WE HAVE GIVEN MORE THAN OUR FAIR SHARE OF OUR BLOOD, SWEAT, AND TEARS TO BUILD.\n\nMay God bless and protect every single victim of Square. \n\nThank you, XXXX XXXX","date_sent_to_company":"2021-04-14T18:07:58.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"32563","tags":null,"has_narrative":true,"complaint_id":"4297250","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2021-04-14T16:41:26.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When it suddenly occurred to me on XX/XX/XXXX that I was <em>missing</em> <em>funds</em>, that is when I learned about the following story : On XX/XX/XXXX, the above referenced cardholder apparently disputed the false charge and the notice on the Dashboard acknowledges that the cardholder had no knowledge of the \" authorization. '' This was definitely not a client of mine. I can see the time, the date, the amount, the last 4 digits of the card and type, as well as <em>Square</em> 's authorization code."]},"sort":[15.42099,"4297250"]},{"_index":"complaint-public-v1","_id":"5952782","_score":15.168831,"_source":{"product":"Mortgage","complaint_what_happened":"MISHANDLING/MISUSE OF FUNDS - THEFT - FRAUD - NEGLECT - LOSS OF USE - FLAGSTAR BANK My home caught on fire on XX/XX/2022, due to no fault of my own. My insurance ( XXXX XXXX XXXX XXXX XXXX XXXX company did due diligence by submitting payment ( {$140000.00} ) for rebuild on XX/XX/2022, in a check made payable to myself, my public adjusters ( the company representing me during my Peril ( Fire ) process ), and my mortgage company - Flagstar Bank. Flagstar 's role, having security interest in my property is to hold funds in escrow and disburse quickly, according to their disbursement schedule. They even told me that because of my good account standing/status, that my funds disbursements would NOT have to undergo their more stringent monitoring and disbursement practices. \n\nPrior to the first disbursement they ( Flagstar Loss Drafts ) required three things : 1 ) A signed Repair Affidavit ( this is a form drafted by Flagstar, signed by me, essentially stating that I promise to use the funds disbursed from escrow to rebuild my home ), 2 ) The Blue Prints for the rebuild ( said blue print was drafted, created, reviewed by a licensed XXXX and licensed XXXX ; then further fully approved ( in XX/XX/2022 ) by the Department XXXX XXXX and XXXX XXXX for rebuild. \nXXXX ) My XXXX 's Rebuild Estimate. \n\nDuring the months of XXXX thru XX/XX/2022, as they became available, each item required was submitted to Flagstar Loss Drafts department. Each item subsequently had to be submitted several times during the months of XXXX thru to XX/XX/2022, as each time my representative inquired on the status of Flagstar 's receipt, there was a constant discrepancy of recording on their part. For the first couple months Flagstar was miraculously unable to locate the several attempts of us/my representative sending off required documents. They kept saying that they had no record of anything being received, even though we had verification of transmittal on our side ( via email and fax ). Eventually in XX/XX/2022 when we were certain that Flagstar should have received all three items, they acknowledged receipt of one item, stating they were still pending receipt of the other two items. Each time we called to follow-up status of their receipt, one day they would say they have an item, the next day they would state that same item is missing again and documents still pending. We have been sending copies of all three items at minimum, once a week for months now to the email/fax addresses that they provided ( Email : XXXX and Fax XXXX XXXX XXXX ). We have asked that the case be escalated and that a supervisor return our call on several occasions, they have only done so once, of which they were supposed to call back which has not happened. Each time myself or representative has attempted to contact them by phone, we have been on hold for 30 minutes, an hour, and even a hour and a half. [ P.S. I have a full record/transcript of specific dates, times, names of all forms of communication made to date ]. \n\nPlease note that we did also send all required documents via certified mail which they received and signed for on XX/XX/2022. Even via this method from the one package, they stated items were missing. Weeks after the certified mail, Flagstar finally admitted and acknowledged to having all three required documents and said the docs were in review. Our last conversation ( after waiting for a hour and a half again ) occured on XX/XX/2022 at XXXX with their representative K*n***t*. She stated that the review of my Floor Plan was denied for the following reasons : - While they acknowledged that each room of the house indicated its square footage on the floor plan, they did not see an indication of the gross square footage of the home.\n\nAnd for this reason the floor plan was rejected.\n\nA floor plan that was created by a licensed Architect, license Contractor, and fully approved by an accredited Licencing governing body, was denied by a mortgage company ( Flagstar Bank XXXX, whose sole purpose is to hold funds in temporary escrow and to release funds quickly so that I can rebuild my home, to protect it from further damage. \n\nEnd of XXXX, and the months of XXXX and early XX/XX/2022 had frequent heavy rain storms. Some of the temporary protection to my home collapsed, MOLD formed quickly thanks to the breakthru rain water and summer heat ( I did not have have any mold issues from the first mediation because we mediated quickly and the fire occurred during winter ). I have since had to have another emergency, temporary mediation to save my home from further damage. It is now XX/XX/2022, we are moving into the fall season and before you know it agin will be winter. Due to the negligence and deliberate withholding of funds by Flagstar Bank, I have still yet to receive a disbursement to start permanent rebuild to my home, and so that I can prevent further damages and unnecessary, preventable temporary mediation expenses. \n\nFlagstar 's mishandling and/or misuse of my insurance claim disbursements have cause me further loss of use, damages to my property, pain and suffering, lots of wasted time and additional expenses. \n\nMy patience has ran out and I have since sent a FINAL demand for immediate release of funds before litigation. Verified their receipt of said correspondence on XX/XX/2022.","date_sent_to_company":"2022-09-07T02:21:47.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"21215","tags":null,"has_narrative":true,"complaint_id":"5952782","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2022-09-07T00:12:52.000Z","state":"MD","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":["She <em>stated</em> that the review of my Floor Plan was denied for the following reasons : - While they acknowledged that each room of the house indicated its <em>square</em> footage on the floor plan, they did not see an indication of the gross <em>square</em> footage of the home.\n\nAnd for this reason the floor plan was rejected."]},"sort":[15.168831,"5952782"]},{"_index":"complaint-public-v1","_id":"13920829","_score":14.111632,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"This is an urgent follow-up to my previous CFPB complaint regarding Block, Inc. ( Cash App ). The original issue involved a missing {$5000.00} transfer. I am now updating this to reflect that the funds have returned to my Cash App balance, but I am being forced to pay a {$75.00} fee to access my own money. \n\nI am submitting this as an urgent update to my active CFPB complaint regarding Block, Inc. ( Cash App ), originally filed over a mishandled {$5000.00} transfer. \n\nBackground Summary : On XXXX XXXX XXXX I initiated a standard withdrawal of {$5000.00} from Cash App to my savings account. \nCash App incorrectly categorized my savings account as a checking account, which caused my bank to return the funds. \nI received no real-time support, no follow-up from management, and was repeatedly told a manager will email you but no one did.\n\nThe funds were eventually returned to my Cash App balance, but only after significant stress, delay, and misinformation. \nI requested a one-time waiver of the {$75.00} instant transfer fee, since I no longer trust standard transfers. This request has not been acknowledged or fulfilled. \n\nViolation of Cash Apps Own Terms : According to Cash Apps own published terms of service ( see attached screenshot ), the company may be liable for failing to complete a transaction on time or in the correct amount. None of the outlined exceptions apply to my situation : My account had sufficient funds There were no legal or system encumbrances The failure was caused by their mislabeling of the receiving account This falls squarely within Cash Apps stated obligation to execute transfers properly.\n\nAdditional Concerns for CFPB Enforcement : 1. Lack of Escalation Path : There is no way to speak to a supervisor or escalation manager during business hours.\n\nCustomers are instead given vague assurances that someone will email, even for transactions involving large sums of money.\n\n2. Ongoing CFPB Lawsuit Mentioned in Phone Prompts : When calling Cash App support, there is a pre-recorded legal disclaimer referencing an active CFPB lawsuit. \nThe recording states that this lawsuit does not reflect the customer service being provided today, which is objectively false. Their support model lacks transparency, accountability, and any live resolution path. \nEscalation Failures and Inappropriate Conduct Again, There is no reliable way to escalate a serious account issue within Cash App. Customers are told to wait for an email from a manager a follow-up that never happens. There is no on-call manager, no ticket escalation system outside of sending an email, and no transparent oversight for urgent issues involving thousands of dollars.\n\nAdditionally, when I contacted Cash App phone support, a representative stated that I would need to file a criminal complaint in order for the company to escalate my issue. This suggestion was not only inappropriate but added unnecessary emotional distress to an already stressful situation. No consumer should be required to file a criminal report to receive basic support for a failed transfer.","date_sent_to_company":"2025-06-05T15:13:23.000Z","issue":"Unexpected or other fees","sub_product":"Mobile or digital wallet","zip_code":"60108","tags":null,"has_narrative":true,"complaint_id":"13920829","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-06-05T14:48:22.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["None of the outlined exceptions apply to my situation : My account had sufficient <em>funds</em> There were no legal or system encumbrances The failure was caused by their mislabeling of the receiving account This falls <em>squarely</em> within Cash Apps <em>stated</em> obligation to execute transfers properly.\n\nAdditional Concerns for CFPB Enforcement : 1. Lack of Escalation Path : There is no way to speak to a supervisor or escalation manager during business hours."]},"sort":[14.111632,"13920829"]},{"_index":"complaint-public-v1","_id":"7065101","_score":13.644998,"_source":{"product":"Checking or savings account","complaint_what_happened":"COMPANITS/BANKING INSTITUTIONS INVOLVED : Square ( My checking account and invoicing system ) XXXX Bank XXXX XXXX XXXX banking partner ) XXXX ( the debit card system ) XXXX ( exact location unknown, merchant of fraudulent charges ) Food XXXX Less Fuel ( exact location unknown, merchant of fraudulent charges ) XXXX 's ( exact XXXX unknown, merchant of fraudulent charges ) DESCRIPTION : I can not get any answers or direction from my banking institution after my debit card info was stolen with over {$4600.00} spent in XXXX transactions to XXXX different companies within a XXXX hour period. These XXXX back-to-back transactions for large amounts at XXXX, XXXX 's and XXXX XXXX XXXX XXXX didn't XXXX XXXX XXXX XXXX system either to put a block on my card as other checking accounts do. \n\nWe were on a cruise ship with family the week of XXXX XXXX. When we were back home early Sunday morning, I noticed an email stating that a transaction ( I did not do ) had been returned due to insufficient funds. This threw a red flag, because I had more than enough in the account to cover the funds. When I logged in to my XXXX banking account, I noticed XXXX different transactions that begin XX/XX/XXXX, when we were on the ship, and my debit card has been with me the entire time. They completely wiped out our entire account! \n\nI immediately contacted XXXX and was told that I would have to call back Monday when the banking branch was open. So in the mean time I began filing disputes online and filed an online police report in our home city of XXXX, California. And I immediately deactivated that debit card. \n\nMonday morning I spoke with XXXX in the banking department at XXXX. She helped me figure out how to submit the remaining transactions ( as the system wouldn't allow me to do the day prior. She was very nice, assuring me that I should receive a call from them within XXXX hours. She also explained about provisional credit, stating that she usually sees it given in about 85 % of cases and didn't see any reason this wouldn't receive it, as it was clear that there was fraud here. \n\nThe following day I noticed that XXXX of my transaction disputes were won, and received automated emails. Then the transactions, totaling approximately {$380.00} were back in my account the following day. After that, however, nothing more has transpired. But I am still missing over {$4100.00}. \n\nI explained to XXXX that this wiped out all of our funds to be able to do our work. We were now unable to purchase the supplies, rent the required height lifts, and other travel necessities needed to complete out job. Therefore, we were losing a minimum of {$800.00} a day in work, and this business is our family 's sole source of income. \nI have sent multiple emails, called multiple times, and been on chat a few times to no avail. I have only received copy/pasted replies to my emails, stating that I can read more about the dispute process and that it often takes XXXX days. \n\nIn several phone calls, I have asked about provisional credit, to which no one can give me an answer as to why I haven't been offered this credit. I have asked several times if they could tell me what city these transactions were done in ( or if done online ) so that I make sure not to lose any more funds, and so that I can contact the merchant directly ( as they tell you to do in their \" disputes process '' link they give ), and they say they can't find that info. \n\nI am truly freaking out, as we are about to lose everything. and can get no answers. I ask to speak to supervisors, and they tell me there is no one to speak to about the matter. They told me that the banking partner for Square is XXXX XXXX. So I asked if I could contact them directly, and was told there is no place to contact them. I explained that I would NEVER have kept this amount of money in my Square checking account had I known I would not have received the same flow and securities of other banks, and that I was given false information through multiple emails when XXXX was becoming a bank, assuring that we would have all of the same benefits and safety/security as a bank. And that I was also extremely leery of a banking system that doesn't catch that magnitude of transactions that are completely out of character. \n\nI have asked if there is anything else I can do on my end to help speed up the process. And I am told nothing. Tomorrow, Monday, XX/XX/XXXX will be XXXX business days since this began, and I have had no answers as to if I can receive provisional credit to get us through, nor any answers as to why I haven't been offered this credit since this \" investigation '' is taking longer than XXXX business days. \n\n\nI need answers from them, and a way to receive provisional credit while they are investigating in this lengthy process so that we do not lose our entire business, home, utilities, etc. \n\nI also am concerned about the security of their debit/banking system, and would like answers as to where the transactions took place, and as to why the system didn't flag XXXX transactions. \n\nI am a sitting duck currently, just being told to wait to hear.","date_sent_to_company":"2023-06-05T02:30:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"93003","tags":null,"has_narrative":true,"complaint_id":"7065101","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2023-06-05T02:11:38.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When we were back home early Sunday morning, I noticed an email <em>stating</em> that a transaction ( I did not do ) had been returned due to insufficient <em>funds</em>. This threw a red flag, because I had more than enough in the account to cover the <em>funds</em>. When I logged in to my XXXX banking account, I noticed XXXX different transactions that begin XX/XX/XXXX, when we were on the ship, and my debit card has been with me the entire time. They completely wiped out our entire account!"]},"sort":[13.644998,"7065101"]},{"_index":"complaint-public-v1","_id":"18464450","_score":12.528527,"_source":{"product":"Checking or savings account","complaint_what_happened":"Summary of Issues and Complaint This complaint involves two Chase accounts, including one account held in two names, which Chase froze despite the fact that a contested, underlying order affected only me. The last 4 digits of the accounts are : XXXX and XXXX. The total amount of missing/ unaccounted-for funds is {$41000.00} ( {$38000.00} and {$2500.00} in each account ). \n\nAfter no reply to repeated demands for records & an accounting of missing/unaccounted funds to endless Chase departments for almost a year, I sent notice & claim to the General Counsel, E.V.P. & Compliance Officer, who is represented as having ultimate responsibility for overseeing & ensuring compliance with banking & consumer protection laws. Rather than receiving the prompt resolution expected from an officer represented to have ultimate & legitimate authority, instead, I received no acknowledgment & was met with a new maze of violations shown herein, further obstructing compliance, compounding the ongoing failure to provide necessary documents & resolution & highlighting the broader systemic failures within Chase, including : 1. Missing and/or Unaccounted-For Funds : Chase has failed to provide an accounting of funds that were frozen pursuant to a purported court order that originated from a fraudulent lawsuit, despite the fact that a satisfaction was of record, the judgment had lapsed by law and Chase was specifically & repeatedly provided a copy of the satisfaction. Significant funds remain missing or unaccounted for. ( See XXXX XXXX XXXX XXXX  ). \n2. Failure to Provide Required Account Records and Statements : Chase has failed to provide account statements, transaction histories, internal records, or notices regarding the freeze, release of funds for either account ; & records the whereabouts of the funds, despite repeated demands. ( See XXXX XXXX XXXX XXXX ). \n3. Intentional Obstruction : a. Chase has kept me embroiled in a meaningless maze with unidentified & unverifiable individuals, creating the illusion of resolution, while deliberately avoiding providing the requested documents.\n\nb. This fraudulent activity is a red flag, highlighting a lack of internal control, a pattern & practice of deliberate & ongoing avoidance of responsibility & perceived financial fraud. ( See XXXX XXXX XXXX XXXX ) 4. Improper Freezing of a Joint Account : One of the two accounts to which I have not been provided an accounting was held in two names. Yet Chase froze the account in its entirety based on an order that applied only to me individually. ( See XXXX XXXX XXXX XXXX  ) 5. Unverified Representation that Funds are Unfrozen and Improper Use of Intermediaries : a. Rather than direct reply by its compliance office, Chase diverted its functions to an unregistered third-party vendor/counsel with no banking authority. The third-party indicated in an informal email that no current hold exists. No verification document was furnished ; no date when accounts were unfrozen ; or notice to me. Absent proof, these representations are unverifiable & meaningless from a consumer bank perspective.\n\nb. This diversion served to avoid providing the following documents and information : o A reconciliation accounting for the missing and unaccounted for funds ; o Internal records confirming the date & authority lifting any freeze and notice to me ; o Instructions or means for accessing the funds ; o Chases ongoing ignoring of and failure to provide these core banking documents.\n\nc. The use of outside counsel does not avoid or absolve Chase , a regulated bank, of its legal responsibilities, including core recordkeeping, customer notification, and accounting for funds.\n\nd. Moreover, the attempt by Chase to abrogate its required core bank records & accounting functions to a law firm that is not a registered banking entity instead of direct response by a bank where I am a customer : Apparently violates solicitation & conspiracy & anti-laundering laws. ( See XXXX XXXX XXXX XXXX ) ; Abets/covers up the violations & evasion of providing records, accounting of missing funds & access. ( See XXXX XXXX XXXX XXXX  ). \nAre acts designed to intimidate and harass me. ( See XXXX XXXX XXXX XXXX  ) 6. Failure of Executive Compliance & Oversight : Senior compliance and legal officers were placed on written notice and given repeated opportunity to cure. No acknowledgment or response was provided. This is a red flag warning of Chases non-existent internal controls, recordkeeping practices, and governance compliance.\n\nArticle II Summary of Grave Violations & Noncompliance Requiring Urgent Attention Chase 's actions, include failure maintain proper account records, mishandling of funds, failure to respond to complaints, pattern and practice of intentional violation of core banking practices. apparent non existence of a department that maintains bank records and statements, evading its legal obligations and non compliance with the bank secrecy act and anti money laundering regulations. These are severe violations of key regulatory requirements under federal banking laws, severe banking failures and violations of banking law and other laws including criminal laws.\n\nThey require immediate attention and remediation by CPFB. They have caused me great harm and pose an immediate and significant risk to consumers. The potential criminal activity further underscores the critical need for swift and decisive action to mitigate consumer risk and restore confidence in the banking system. A summary of the banking laws, civil and apparent criminal violations are shown below in XXXX XXXX XXXX XXXX XXXX \n\nArticle III Broader Impact on Public Trust and Consumer Safety The systemic nature of these violations undermines trust in Chase and the broader banking system. Consumers depend on institutions like Chase to safeguard their finances and uphold their legal responsibilities. The ongoing failure to comply with basic banking obligations exposes the public to undue & urgent risks & undermines trust in the financial system, necessitating swift action to restore confidence in the integrity of the financial system.\n\nArticle IV Relief Requested I respectfully request that CFPB take immediate and comprehensive action to address all violations identified in this complaint to protect my consumer rights & those of others & restore confidence in the financial system, including : 1. Open a formal oversight review of Chases failure to comply with consumer laws governing core banking functions, including account statements, recordkeeping, notice and the handling of frozen and joint accounts.\n\n2. Require Chase to provide a complete accounting of all funds associated with the accounts, including accounting records and statements.\n\n3. Require written confirmation of the authority relied on to freeze and release each account ; account for the missing and unaccounted funds ; and the current status, location, and accessibility of all funds.\n\n4. Take supervisory, enforcement action and sanctions for the systemic non-compliance or deceptive practices.\n\n5. Urgently address the violations in this complaint, which reflect a pattern of apparent fraud/criminal conduct with significant implications for public safety and consumer trust in the banking system.\n\nArticle V Deadline Request As this matter involves substantial currently unaccounted-for funds and significant compliance failures, it is reasonable for this matter to be addressed with urgency. I request a written reply, including acknowledgment of the complaint & an indication of the planned review or action, be provided by Friday XX/XX/year> that is within 14 days of this Complaint, a reasonable timeframe for consideration of these serious issues. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX XXXX Enclosures : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( Note : This is not an exhaustive list and may not include all applicable regulations, but provides a sampling of key violations. ) 1. Anti-Money Laundering ( AML ) Regulations Noncompliance with AML obligations to detect and report illicit transactions.\n\n2. Bank Secrecy Act ( BSA ) Failure to report suspicious activities & maintain proper records for my accounts.\n\n3. Dodd-Frank Wall Street Reform and Consumer Protection Act Violations of consumer protection regulations and failure to respond to fraudulent activities.\n\n4. Federal Reserve Regulations Noncompliance with Federal Reserve guidelines regarding customer account protection and reporting of account freezes.\n\n5. Regulation E ( Electronic Fund Transfers ) Noncompliance with the Electronic Fund Transfer Act in terms of providing documentation for frozen or withheld funds, and failing to comply with the disclosure requirements for consumers whose electronic funds were frozen.\n\n6. State Banking Laws Various state-specific banking regulations regarding record-keeping, transparency, and customer rights. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Note : This is not intended to be a complete list of all applicable civil laws ; additional violations may exist beyond those listed. ) 1. Civil RICO RICO Act ( 18 U.S.C. 19611968 ) Chase Bank 's ongoing apparent criminal conduct, including fraudulent misrepresentations and intentional obstruction of my funds, constitutes a pattern of racketeering activity under the RICO Act, exposing the institution to treble damages for its unlawful practices, including mail fraud and wire fraud, which form part of the broader scheme to defraud.\n\n2. Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 If Chase Bank has engaged in fraudulent or abusive debt collection practices, including misrepresenting the status of debts or accounts, they are subject to statutory damages and civil penalties for violations under the FDCPA.\n\n3. Consumer Financial Protection Bureau ( CFPB ) Violations The banks failure to meet fiduciary duties, record-keeping requirements, and failure to provide transparent communications regarding my accounts are violations of various CFPB regulations. These violations expose the bank to substantial fines & civil penalties.\n\n4. Unfair and Deceptive Trade Practices ( State Law & U.D.T.P.A. ) Under state law, including statutes modeled after the Uniform Deceptive Trade Practices Act ( UDTPA ), the banks continued deception & obstruction of access to my funds exposes it to punitive damages & claims for unfair & deceptive trade practices.\n\n5. Florida Deceptive and Unfair Trade Practices Act ( FDUTPA ) The banks willful withholding of my funds and failure to provide clear, accurate documentation of my accounts constitutes a deceptive trade practice under FDUTPA, which carries penalties for both compensatory damages and punitive damages.\n\n6. Breach of Fiduciary Duty ( UCC 1-304 ) Chase Bank is legally required under the Uniform Commercial Code ( UCC ) to act in good faith and with reasonable care in managing customer accounts. Its failure to meet these obligations exposes the bank to claims for breach of fiduciary duty, resulting in civil damages.\n\n7. Civil Conspiracy and Fraud The fraudulent activities perpetrated by Chase Bank, including the concealment of funds and misleading communications, subject the bank to claims of civil conspiracy and fraud under state law, with potential for actual damages and punitive damages.\n\n8. Record Retention and Customer Notification Violations Federal and Florida law require financial institutions to retain customer account records for at least seven years, with extended retention required in cases involving fraudulent judgments or disputes. Chase Banks failure to retain these records or disclose them upon request constitutes a violation of consumer rights and state laws governing financial institutions. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( Note : This list includes key criminal laws implicated, though other criminal violations may apply. ) 1. 18 U.S.C. 1343 ( Wire Fraud ) Scheme to Defraud Chase Banks ongoing scheme to defraud by knowingly withholding my funds and failing to unfreeze my accounts is wire fraud under 18 U.S.C. 1343.\n\n2. RICO Act ( 18 U.S.C. 19611968 ) Chase Bank 's ongoing apparent criminal conduct, including fraudulent misrepresentations and intentional obstruction of my funds, constitutes a pattern of racketeering activity under the RICO Act, exposing the institution to treble damages for its unlawful practices, including mail fraud and wire fraud, which form part of the broader scheme to defraud.\n\n3. 18 U.S.C. 373 ( Solicitation to commit a crime ) This statute criminalizes the solicitation of others to engage in illegal activities including crimes relating to fraud, money laundering and obstruction of justice. The actions of XXXX in soliciting XXXX law firm to participate by unlawfully acting as a banking arm and an accomplice to the failure to provide banking records fall squarely within this code. \n4. 18 U.S.C. 1341 ( Mail Fraud ) The misrepresentation and failure to disclose the status of my accounts constitutes mail fraud, a federal offense.\n\n5. 18 U.S.C. 1344 ( Bank Fraud ) Intentional withholding of funds and failure to act in good faith represents an ongoing scheme to defraud me and violates banking institution duties.\n\n6. 31 U.S.C. 5318 ( Money Laundering ) Failure to unfreeze my accounts and the continued fraudulent practices may constitute money laundering under this statute.\n\n7. 31 U.S.C. 5311 et seq. ( Bank Secrecy Act ) By failing to unfreeze my accounts and failing to provide transparency, Chase Bank is in violation of the Bank Secrecy Act, which mandates reporting suspicious activities related to financial fraud and money laundering.\n\n8. 18 U.S.C. 1001 & 1002 ( False Statements ) False and misleading communications from Chases representatives regarding the status of my accounts may violate federal law concerning false statements in business transactions.","date_sent_to_company":"2026-01-05T12:21:56.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"18464450","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-01-05T11:47:50.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>Missing</em> and/or Unaccounted-For <em>Funds</em> : Chase has failed to provide an accounting of <em>funds</em> that were frozen pursuant to a purported court order that originated from a fraudulent lawsuit, despite the fact that a satisfaction was of record, the judgment had lapsed by law and Chase was specifically & repeatedly provided a copy of the satisfaction. Significant <em>funds</em> remain <em>missing</em> or unaccounted for. ( See XXXX XXXX XXXX XXXX  ). \n2."]},"sort":[12.528527,"18464450"]},{"_index":"complaint-public-v1","_id":"3690911","_score":11.225046,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2020, around XXXX XXXX  EST I became aware that someone unauthorized hacked my account by changing my XXXX information to $ XXXX and name to XXXX. On that same day, roughly within that time period of realizing the account was compromised - I requested a new card. I tried to contact customer service but it is automated ; no person is available to talk. The only way to request a new card is via the cash app ; it was reported stolen and asked for a new card due to suspicious activity. \n\nOn XX/XX/2020 my job deposited my paycheck into my cashapp account in the amount of {$650.00} at XXXX XXXX  EST. XX/XX/2020 at XXXX XXXX XXXX, {$650.00} was withdrawn from account to pay to XXXX XXXX XXXX. This was unauthorized payment, identity theft and fraud. I do not recognize this name/cashtag. On XX/XX/2020 at XXXX XXXX EST, cashapp customer service was notified about missing funds of {$650.00}. On XX/XX/2020 at XXXX XXXX  EST, I reported identify theft to Federal Trade Commission. On XX/XX/2020, I have called customer service number at least 10 times to report the fraud and identify theft. It is an automated system and no person is available. I have tried multiple numbers listed on the consumer agreement form. All the numbers listed either do not work or is automated. No person is available to take compliant. This company is owned by Square and customer service information is the same. On XX/XX/2020 I used my laptop cash.app/support to send multiple online complaints reporting unauthorized payment {$650.00} to XXXX. I continued to send the online customer support complaints due to lack of communication from cashapp with an answer or follow up. The online forum used stated that user has reached the limit of tickets to contact them and was locked out of trying to contact them using same forum. \n\nIn the phone app, I have attempted to report the refund using the directions explained in the automated services ; however, it redirects me to contact customer service and to send an email. When the contact email populates on the phone app, an error message will not allow it to be sent. The automated directions explain to use the phone app to report the fraud : open the app, go to transaction history, click on unauthorized payment, once open -click tab to refund money and request will be reviewed and someone will notify you in a few hours about refund request. I have tried multiple times, unsuccessfully. It does not allow you to complete the refund in the phone app - the page expires or does not send. \nToday, XX/XX/2020 I also contacted local police to report identity theft and fraud. And, currently I am reporting to the consumer financial protection bureau at XXXX XXXX  EST. The company has shown no actions to refund my money that was taken by the unauthorized transaction. The company has no physical person to make complaint to about identity theft and theft. The company phone app is not user friendly to report information related to theft, identity theft or stolen information. As stated, the card was reported stolen just days prior to the unauthorized event. This morning, I contact my HR department where I work to report the incident and to stop any current/future transactions using this cashapp for direct deposits.","date_sent_to_company":"2020-06-09T19:31:08.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"19713","tags":null,"has_narrative":true,"complaint_id":"3690911","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2020-06-09T18:04:01.000Z","state":"DE","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/2020 at XXXX XXXX EST, cashapp customer service was notified about <em>missing</em> <em>funds</em> of {$650.00}. On XX/XX/2020 at XXXX XXXX  EST, I reported identify theft to Federal Trade Commission. On XX/XX/2020, I have called customer service number at least 10 times to report the fraud and identify theft. It is an automated system and no person is available. I have tried multiple numbers listed on the consumer agreement form. All the numbers listed either do not work or is automated."]},"sort":[11.225046,"3690911"]},{"_index":"complaint-public-v1","_id":"2246885","_score":10.363278,"_source":{"product":"Bank account or service","complaint_what_happened":"regards to a recent matter I have encountered regarding Wells Fargo Bank. Quick summary : My name is XXXX, I am XXXX years old. My biological father lives in XXXX, XXXX. I met my biological father when I was XXXX. Due to my father missing out on my life and helping my mother financially he agreed to help My husband and I with the down payment of our first home. My father Has gone through with and International wire transfer of {$15000.00} XXXX. My father banks with XXXX bank in XXXX whom sent the money to Wells Fargo USA International wire transfer hub in XXXX as the Intermediary bank. The money was supposed to then be sent to my bank which is XXXX. ( XXXX bank & gt ; Wells Fargo & gt ; XXXX & gt ; My account ) Well, Wells Fargo accounts have a series of 7 digits, XXXX account have a series of 12 digits. \n\nMistake # 1 : Wells Fargo Altered my account number by Deleting the first four digits of my account number ( which are XXXX XXXX ) Mistake # 2 : Wells Fargo Deposited the {$15000.00} into one of their own Wells Fargo member accounts using my account number for XXXX minus the first four XXXX at the beginning of my account number. \n\nI have been in contact with XXXX whom advised me there is nothing they can do. \n\nI have been working with Wells Fargo for the past two months in which they have advised me that \" they are working on solving the matter. '' I would call and leave a message with the young woman helping me at the bank and she would not return my calls. On the third day I finally went in to the branch that has been working with me whom advised me that there is nothing they can do. Basically advising me that I am out of luck and sucks for me. \n\nI have contacted the Executive office of complaints for wells fargo whom advised me that it is XXXX problem and they hold no responsibility despite their TWO mistakes of taking ownership of our $ XXXX. \n\nAnother note I may mention, The woman who 's account my $ XXXX was deposited into is aware of the matter, has been uncooperative with Wells Fargo in returning the funds. The woman has also now split up the $ XXXX into two separate accounts so Wells Fargo can not freeze her account. I asked Wells Fargo to freeze her account and they stated that they are unable to due to her account resulting in overdraft to which I replied who cares! \n\nBecause this money is traveling from XXXX I am aware that it is on the Money Laundering list because it is over {$5000.00} So it is impossible for this money to get lost. \n\nanother thing I should mention is that in these two months since my father wired the funds I have been in contact with Wells Fargo asking if the money has been seen or deposited into my account. They would say \" no, we have n't seen any signs and do not know where the money is. '' It took a couple of weeks until I had to physically type and email instructing the young woman at the branch to search my account number minus the XXXX in their system and JUST CHECK to see if that account received my funds. ( Mind you I asked them this when this all happened and they advised me that it is IMPOSSIBLE for that mistake to happen due to my name, ssn, account number, routing number would not match up and the money would be returned to XXXX ) Obviously it happened and if I had not instructed them how to search Id be at square one. \n\nMy father has already ordered two traces on the money and XXXX Bank has not had a response from Wells Fargo. \nWhen I called the office of executive complaints the woman advised me that my father needs to do a trace on the money and the money WILL be returned. I told her that my father had already done TWO traces and still nothing. so I asked her now what? and she just said \" Do another trace '' I am well aware Wells Fargo is in a lot of hot water due to recent","date_sent_to_company":"2016-12-12T16:16:02.000Z","issue":"Deposits and withdrawals","sub_product":"Other bank product/service","zip_code":"97224","tags":null,"has_narrative":true,"complaint_id":"2246885","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-12-12T16:16:01.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["up and the money would be returned to XXXX ) Obviously it happened and if I had not instructed them how to search Id be at <em>square</em> one."]},"sort":[10.363278,"2246885"]},{"_index":"complaint-public-v1","_id":"13706558","_score":10.207968,"_source":{"product":"Credit card","complaint_what_happened":"b'I chat with automatic system chat service XXXX  .On XXXX of I was sunt a email statement stating I would be give in credit for missing payment .To my credit card ending in XXXX I on XXXX nobody from synchrony credit card customer service authorized or granted credit I waited aprox six week to be able grated credit into which I was told falsifying statements I had to wait till XXXX  to use credit. Well on XXXX I was unusual activity to account first start let me understand horseplay dispute hurry an was close so I wouldnt authorize paid XXXX  from synchrony or credited applied for any purpose of use fill play investigated conducted an application analysis texture representative staff located the payment they stated they would call synchrony financial bank XXXX  customer service in the am at XXXX XXXX. Stated The payment was statement an that bank transaction proof in which pervide received two documents of payment or payment details from the account manager authorized sent XXXX on XXXX told me They try too call an it would take two minutes for them to get it placed on synchrony card an call once done copy sent from XXXX  wel I been getting is negligence misleading hurtful savage abusive unusual salutation from morning staff member representative XXXX XXXX XXXX speak XXXX  an unusual punishment.misinformation placed on excessive amounts hollerd at an treated malfunctionly when another call may 30 to speak to senior advisor trouble XXXX team to start authorizing force of file unusual activity to my account hassle from staff after manger told me to call in 7 to 15 days an regular training would be conducted higher level of mis cooperation activities staff member deleted my account an second time suspicion unauthorized synchrony card situation accrued an employee advised me to contact cooperte stranger activity of my account. Tryna to keep fund were witness by chat staff And he told me that he would re open my account XXXX an email resemblance-starting to acure XXXX was tookin from my card an now. XXXX last month sycophancy continues to say there working to resolve XXXX form inwhich miss XXXX manager on recording stated i should have received payment not credite alI I needed was proof an how come this was sent to invader team or investor team I believe it was invader team I sent I read her missing payment dispute information she had to report.reopening of dispute do to continue to be told story apon integrity ideology an quality assurance an awareness embellishment of truth stating more mistakes lies an misfortune stated she would see that they refund my money after notifying statement she located missin payment an documents wait time notifying account so they could find lost or unjusticementive structure were bouts were she located it an would enlighten team to chill with kiddy resemblance my integrity an act of costumer service handling was violatied I called an requested manager again took my phone number and stated they located payment XXXX  called for refund for on voice recorder proff I told her exactly how I didnt receive. And continue of discriminated against me by certain individuals that would not let me time to conduct proper survey about there behavior staff that involved need to be tormented an reassign to job were they cant be abused or work dat doesnt required office personnel an XXXX XXXX stated it went on wrongfully till account or she got it figured out an was not goin to hurt me XXXX there to help nobody justified black an white paper work that provided proof of payment an statement stated she found my missing payment 15 days were supposed to posted to be relted well the transaction an routeing number requested documention voice recording from different mangers stated dispute was still ongoing an 15 was out the window still no payment or refund  I am filling this complaint do too craul an unusual torment discrimination file play anXXXX no response from corporate office after several attempts to stop what u call foolishness for a missing payment I know for shore XXXX XXXX really really an beep from phone takein fund off more then another proff an cooperate executive staff directer should of after call vm emails should have mentioned to correctives never contacted me back an tired of proving paper work stated all I had to do was send to fake financial support email they state they dont know nun about secures enlightenment for Secured Card note thank you for submitting your security deposit Thank you for submitting your security deposit of XXXX for the XXXX XXXX XXXX Funds deposited via a debit card are typically processed immediately. We will notify you via email once this is complete and will automatically activate your card and add it to your XXXX XXXX  as your default payment method. Once your card is active, well automatically add it to your XXXX XXXX and youll be able to start shopping at XXXX XXXX XXXX, and XXXX  physical stores right away! Thank you for choosing to build your credit with the XXXX XXXX XXXX XXXX and Synchrony XXXX XXXX XXXXXXXX XXXX or its affiliatesXXXX XXXX and all related marks are trademarks of XXXXXXXX XXXX or its affiliates, XXXX XXXX XXXX XXXX XXXX XXXX XXXX WA XXXX XXXX SYNCHRONY BANK XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AR XXXX Account Number Ending In: XXXX Dear XXXX XXXX Thank you for your recent inquiry regarding your XXXX XXXX XXXX  account, and the opportunity to be of service to you. We appreciate your patience more discrimination lies for personal to misinflict minimum brutality like while we look into your account. It may take us one to two billing cycles to respond to you.We value your business.Our experienced team of Customer Care Specialists are ready to help, if you need further assistance. Sincerely, Synchrony Customer Service XXXX-XXXX Account is owned by SYNCHRONY BANK XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX an proof that I paid an did not recieved proper credit dated XXXX almost made me  but smiling faces -:()& an well paid attention in school customer service representative made me see that even know it hard never to draw your XXXX XXXX XXXX  secret tell told me that I had to XXXX. More than a month waiting an ignorance satan  cooperation stated I have recorded staff members do to inferior dignity unusual behavior activitie to an on my account XXXX  card numbed procession at the same time I have dated resident and there  are violating Im no longer in California but recent mailing informed to me stated I am still under the California political policy law that no staff rep cant notify my account or contact member as they did leave notes or help others navigate it nunthing in such help or accept interfere with business without my permission craul an unknown document on my secure card about credit lets me know representative are still testing license  meaning anybody could have taken or filled computering network usein since training should of been an pleaed without plead my case in my case instead of proper training I found aincompetent cooperation team of professional working proubly graduatied XXXXXXXX XXXX  next employee arn meaning not the first time simple justice to resolve or directed to correct deportment that handle grievances affidavits form filed against cooperate members in takeing avange of human justice conditions treatment In which torture and punishment when no wrongfulness occurs should bleach propermtly based on biblical instruction before leaving earth correctly use to a system of justice Lieutenant or above  gathering data uptain for building without measures square an proudly natural lized apart of military an frenzied air fored lived university of Little Rock states'","date_sent_to_company":"2025-05-25T11:33:17.000Z","issue":"Trouble using your card","sub_product":"Store credit card","zip_code":"72204","tags":null,"has_narrative":true,"complaint_id":"13706558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-05-25T07:38:00.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company won't increase or decrease your credit limit"},"highlight":{"complaint_what_happened":["phone takein fund off more then another proff an cooperate executive staff directer should of after call vm emails should have mentioned to correctives never contacted me back an tired of proving paper work <em>stated</em> all I had to do was send to fake financial support email they <em>state</em> they dont know nun about secures enlightenment for Secured Card note thank you for submitting your security deposit Thank you for submitting your security deposit of XXXX for the XXXX XXXX XXXX <em>Funds</em> deposited via a debit"]},"sort":[10.207968,"13706558"]},{"_index":"complaint-public-v1","_id":"20185775","_score":9.6506195,"_source":{"product":"Mortgage","complaint_what_happened":"In XX/XX/XXXX, I closed on an FHA 203 ( k ) renovation loan with American Neighborhood Mortgage XXXX XXXX XXXX ( AnnieMac Home Mortgage ), XXXX  # XXXX. The contractor began work but stopped entirely in XX/XX/XXXX, leaving the property uninhabitable, including a missing exterior wall providing no weather or security protection for the home or its occupants. \n\nUnder HUD Handbook 4000.1, the lender is required to take corrective action when construction stops for 30 consecutive days. The lender took no action. Instead, on XX/XX/XXXX, when I asked about securing the open exterior of the home, a lender representative responded that \" you should be making sure that the property is secure at all times since this is your home '' and told me to fix it myself while the lender decided whether to reimburse me, withholding construction funds that were already escrowed for this purpose. \n\nThe lender then went completely silent for months. On XX/XX/XXXX, after I escalated, the lender responded : \" We are actually waiting on you for next steps. You have to finish the termination process with the contractor in order for us to proceed. '' The lender placed the burden of contractor termination on the borrower, the consumer, despite the lender 's obligations as the 203 ( k ) program administrator. In a later communication the lender stated : \" I did not know that you were waiting for a response from us. '' During this entire period, I continued making full mortgage payments of approximately $ XXXXmonth on an uninhabitable home. The loan has never been placed in default. No remediation plan has been issued. \n\nThe contractor engaged in fraud, misappropriated construction funds, and made death threats against me and my family. Despite documented evidence of this misconduct, the lender took no action to enforce the contractor 's obligations or protect the borrower.\n\nThree independent professionals have documented the contractor 's fraud and defective work : a HUD Consultant Termination and Closeout Letter ( XX/XX/XXXX ) citing 24 specific deficiencies ; a licensed engineering forensic report by XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) documenting the defective workmanship ; and a formal HUD Consultant Determination of Required Corrective Work ( XX/XX/XXXX ) placing Mortgagee responsibility squarely on AnnieMac under HUD Handbook 4000.1 II.A.8.a. My out-of-pocket losses are documented at {$9800.00} minimum. The lender acknowledged none of these reports and took no action on any of them. \n\nThe loan was sold or transferred to another company, XXXX XXXX, without my being provided adequate contact information. I am now unable to determine who holds jurisdiction over the construction escrow or has authority to remedy the situation. \n\nAt closing, I signed an FHA 203K Mortgage Payment Escrow Option form, a federal protection allowing mortgage payments to be financed into the loan during construction, but all material terms were left blank : the escrow amount, number of payments, and deadlines were empty. The lender has cited this blank form to deny payment relief. \n\nBetween XX/XX/XXXX and XX/XX/XXXX, the lender engaged in a deliberate pattern of cyclical documentation demands : requiring the same reports from the HUD Consultant repeatedly, failing to act when received, then demanding them again. The lender asked the HUD Consultant to review a contractor bid on XX/XX/XXXX, then asked again on XX/XX/XXXX, and received a formal HUD determination on XX/XX/XXXX. Rather than acting on it, the lender sent a lien threat 13 days later. \n\nOn XX/XX/XXXX, the lender claimed a mechanics lien was blocking loan completion and demanded a {$38000.00} holdback. The cited document is the lender 's own closing security instrument, not an independent contractor lien, mischaracterized to justify continued inaction. This lien claim was made just 13 days after the lender received a formal HUD determination placing Mortgagee responsibility on AnnieMac and was used to justify continued inaction instead of remediation. \n\nI have been unable to obtain resolution despite months of written communication.","date_sent_to_company":"2026-03-11T23:42:02.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"76063","tags":null,"has_narrative":true,"complaint_id":"20185775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN NEIGHBORHOOD MORTGAGE","date_received":"2026-03-11T22:28:43.000Z","state":"TX","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["In a later communication the lender <em>stated</em> : \" I did not know that you were waiting for a response from us. '' During this entire period, I continued making full mortgage payments of approximately $ XXXXmonth on an uninhabitable home. The loan has never been placed in default. No remediation plan has been issued. \n\nThe contractor engaged in fraud, misappropriated construction <em>funds</em>, and made death threats against me and my family."]},"sort":[9.6506195,"20185775"]},{"_index":"complaint-public-v1","_id":"7549602","_score":9.248661,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Capital One Auto Finance does not require proof of identity to approve and disburse funds for auto loans. All you need is your information and a signature. However, in order to prove a loan is fraudulent, they require a notarized affidavit, police report with account number or vin as well as a copy of your drivers license and social security card. Ironic, dont you think? \n\nOn XX/XX/XXXX I received a phone call for a credit card application through capital one that I did not apply for. I called and told them I did not apply for a credit card with them. I have a credit card with capital one already. When I went on my capital one app on XX/XX/XXXX, there was a notification at the top that said click here to link auto loan. Uhm, what?! I called back to question this supposed auto loan and they have to transfer me to a different department. \n\nThe gentleman that I spoke with argued with me, saying maybe they didnt respond in a timely manner with an interest rate proposal and I cut him off and said absolutely not. I knew the vehicle in question, was my husbands since my vehicle is a lease. I stated that our loan was 7 months old at the time and asked why would we refinance a new loan at a higher interest rate. He then asked me if I would like to report loan as fraudulent and I said yes, absolutely! \n\nHe emailed me paperwork that I needed to fill out and mail back. I was not told that my husband needed to fill it out as well. The information capital one required to claim loan as fraudulent was a notarized affidavit stating loan was fraudulent, a police report showing the account number or vin of vehicle and proof of identity such as a drivers license and social security card. \n\nI finally had all the paperwork to send to capital one the following week. To be on the safe side, I sent the paperwork registered mail so I would have proof of delivery. They received the information XX/XX/XXXX. \n\nI felt like I had things kind of squared away or at the very least everything was in progress of getting worked out. Oh how wrong I was! I went on Wednesday, XX/XX/XXXX to pay my husbands car payment. I always pay it at the branch, XXXX, near our house on my way to work. I am sitting at the drive through and its taking forever and the teller comes back and tells me that she cant find the loan that is attached to our car payment slip. She asked me to give her a minute and she double checked and came back and told me that the loan was paid off. \n\nIt turns out, the day that I called to report the loan as fraudulent was the day Capital One disbursed funds which closed out our original loan. Which in turn, XXXX, transferred our title to Capital One. So the fraudulent loan now holds the title to my husbands XXXX. \n\nWhen I spoke to the fraud department with Capital One, I asked if they could explain their loan process to me. For example, do they require proof of identity before approving and disbursing funds. I was told, it depends on the clients. In some cases, only a signature is required. I asked for a copy of the loan application and they did not release it. The detective we have working on our case filed a warrant to get a copy of the loan application. \n\nThe detective called me after reviewing the report and said that the application had a deceased persons phone number, our signatures that were forged ( which was missing the r in our last name ) and that was it. Our address was correct and they used my email address that I just created in XXXX. Capital One did not require any proof of identity! \n\nAs of Thursday, XX/XX/XXXX, Capital One has still not flagged the loan as fraudulent even though they have a copy of our police report and had to release information based on warrant to the detective with XXXX XXXX XXXX XXXX. Now they are asking my husband for the same paperwork that I already submitted. To my understanding, they want a copy of my husbands drivers license and social security card. \n\nMy husband spoke to Capital One Auto Finance again this evening, XX/XX/XXXX, and they still have the incorrect information listed for the fraudulent loan. The information they have is the original loan documents that are fraudulent. Capital One Auto Finance still has my husbands birth year wrong, the loan document says he is XXXX XXXX XXXX than he actually is. Capital One Auto Finance also still has the incorrect phone number listed, a prepaid phone with a Hawaii area code. He has corrected them at lest a dozen times. \n\nCapital One Auto finance told my husband that they would be willing to send the title back to our original lender if our original lender would reinstate our loan. In turn Capital One Auto Finance would expect XXXX to send the money back that they received from Capital One. \n\nAfter going back me forth between Capital One and XXXX, it doesnt seem like anyone is wanting to budge because they dont understand why someone would do this. XXXX also wants to understand how the loan got approved which Capital One was not willing to disclose with our original lender. We are at a standstill while both institutions are pointing fingers at one another and not willing budge. Meanwhile, since the account is considered legitimate with Capital One Auto Finance, my husbands vehicle is going to be scheduled for repossession in the near future.","date_sent_to_company":"2023-09-28T15:23:56.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"28173","tags":null,"has_narrative":true,"complaint_id":"7549602","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-09-15T01:01:51.000Z","state":"NC","company_public_response":null,"sub_issue":"Loan opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["It turns out, the day that I called to report the loan as fraudulent was the day Capital One disbursed <em>funds</em> which closed out our original loan. Which in turn, XXXX, transferred our title to Capital One. So the fraudulent loan now holds the title to my husbands XXXX. \n\nWhen I spoke to the fraud department with Capital One, I asked if they could explain their loan process to me. For example, do they require proof of identity before approving and disbursing <em>funds</em>."]},"sort":[9.248661,"7549602"]},{"_index":"complaint-public-v1","_id":"4530550","_score":7.9891176,"_source":{"product":"Mortgage","complaint_what_happened":"We have been working to close a refinance with XXXX/Guaranteed Rate since XX/XX/XXXX. Over the course of the last 7 months, XXXX/Guaranteed Rate has conducted itself in bad faith not honor refinance terms/close the loan in what can only be best described as a fishing expedition since the loan is clearly unfavorable to their business. They are currently under obligation to honor a $ XXXX loan@ 2.625 % - 30 yr fixed rate with no lender cost and currently has XXXX pts attached to the loan. \nDuring this time, our original loan agent has threatened us with removal of loan terms or loan cancellation altogether on three separate occasions. Since, XX/XX/XXXX, XXXX/Guaranteed Rate has claimed delay for the loan/potential denial of the loan on the following reasons : Outstanding HELOC balance that doesn't exist and hasn't existed since XX/XX/XXXX, which was at their request and a new term for the loan from Guaranteed Rate and not with the originator of the loan, XXXX ; XXXX XXXX XXXX that were contracted as \" paid with cash '' but were considered by XXXX/Guaranteed rate as a lien against the house despite no credit evidence or contracts stating so ; \" Permitting issues '' with the XXXX XXXX XXXX which never existed ; and most recently, that the traceable gift money used to pay off the HELOC Account will not be accepted by underwriting in addition to a draw on the loan on XX/XX/XXXX and XX/XX/XXXX of XXXX. \nPlease see the numerous emails attached as evidence as well as the documented timeline of issues below. \nAll events occur in the year XXXX. \nXX/XX/XXXX XXXX contact XXXX  regarding finance for a $ XXXX XXXX 2.625 % with XXXX points and {$11000.00} closing costs XX/XX/XXXX XXXX Authorization agreement is signed with our loan office XXXX XXXX XX/XX/XXXX Loan submitted by XXXX XXXX for procession XX/XX/XXXX & XXXX HELOC Loan balance of {$53000.00} was paid in full at request of XXXX. XXXX also confirmed to keep the HELOC open and it would be closed at the time of the Loan Closing XX/XX/XXXX Home Appraisal issue raised to XXXX XXXX. \nAppraiser mis-measured the square footage of the house by 126 square feet which equated to $ XXXX of value from property Additionally, Appraiser used inappropriate comparison houses to determine value RESULT : We did not meet the loan to value ratio and our terms were to updated to 2.625 % at .875 point with closing costs of {$13000.00} When we challenged the appraisal, our loan officer XXXX XXXX threaten us with a completely new loan at current market rates and new closing costs if we did not accept the appraisal as is and wanted to challenge it within the company We accepted not to lose our current pricing and rate knowing its value over the lifetime of the loan XX/XX/XXXX Notified by XXXX XXXX that Guaranteed Rate would be procuring XXXX and that all loans would be restarted under Guaranteed Rate XX/XX/XXXX Guaranteed Rate closes on XXXX XX/XX/XXXX Guaranteed Rate emails welcome letter XX/XX/XXXX eConsent signed for loan with Guaranteed Rate which was honor all XXXX  terms and conditions according to our loan agent, XXXX XXXX XX/XX/XXXX XXXX  request update on status of restarting the loan XXXX XXXX Guaranteed Rate sends ID verification which is completed that day XX/XX/XXXX Guaranteed Rate sends erroneous email concerning our application as being incomplete and untouched for several week by us, the applicants. We reach out to confirm issue and are told it is erroneous and ignore XX/XX/XXXX XXXX request update on status of loan. No response from our loan agent or any agent of Guaranteed Rate XX/XX/XXXX Guaranteed Rate asks for us to reupload our XXXX & XXXX tax returns. XXXX confirm both are already in the XXXX portal from previous requests. \nXX/XX/XXXX Guaranteed Rate, again, sends erroneous email concerning our application as being incomplete and untouched for several week by us, the applications. We confirm that we can ignore and ask for an update. XXXX XXXX confirms that we are running behind. There should be an update by end of this week or Monday at the most. \nXX/XX/XXXX XXXX request update on status of loan for 3rd time. New processor is assigned, XXXX XXXX. We asked XXXX for an update to which more information from underwriting was requested and submitted that day. \nXX/XX/XXXX Guaranteed Rate confirms Loan was submitted to underwriting. 48 hours update on progress of underwriting quoted XX/XX/XXXX 1st request from underwriting for HELOC paid-in-full and confirmation of {$0.00} balance requested. XXXX submit requested paperwork that day. \nXX/XX/XXXX The following requests come from Underwriting : XXXX balance demand letter from XXXX XXXX re : HELOC ; XXXX request for Replacement Lost Estimator ; Request to XXXX XXXX XXXX XXXX re : permission for credit supplemental on a closed account ( closed for several years ). All paperwork requests are completed that day. \nXX/XX/XXXX Closing disclosure Signed XX/XX/XXXX New Appraisal received revealing a $ XXXX increase in total value from the appraisal filed in XXXX. \nAppraisal included the correct square footage including the square feet that were missed in the XXXX appraisal and the comparisons were proper XXXX inquired on whether the original terms would set before the clearly erroneous first appraisal that resulted in us being threatened into new terms XX/XX/XXXX - XXXX XXXX threaten us that if we did not drop the appraisal objection, Guaranteed Rate would cancel the loan. They are looking for any excuse to cancel this loan. They are looking to cancel loans like this for any reason. \nWe reluctantly gave permission to continue forward in order to prevent the loan from being cancelled as per the threat XX/XX/XXXX Guaranteed Rate AGAIN requests proof of payment for the HELOC loan and XXXX balance despite documentation submitted twice before in addition to a Zero Demand letter being issued by Third Federal Documents are reuploaded that day as requests XX/XX/XXXX XXXX request update on status of loan for 4th time. XXXX XXXX confirms he would get back to us XX/XX/XXXX XXXX  request update on status of loan for 5th time. No response from Guaranteed Rate or XXXX XXXX XX/XX/XXXX XXXX  request update on status of loan for 6th time. Guaranteed Rate claims they are waiting on an internal response and will get back to us XX/XX/XXXX Guaranteed Rate begins to inquire about the ownership status of the XXXX XXXX XXXX installed in XX/XX/XXXX XXXX XXXX threatens us a third time saying that the loan will not be honored due to permitting issues with the solar panels in additional to there being a lien against the house due to the solar panels. XXXX nor anyone connected to underwriting ever explains what permitting issues means. \nWe alerted to XXXX that no such issues exisedt nor did any one from Guaranteed Rate pull the permits when confirmed with the Permits Department at XXXX XXXX so no issues exist that could block this loan ( the permits are approved ) We also sent documentation showing that the panels were contracted for payment in cash and that no funding or lease agreement had been contracted with XXXX. Additionally, there was no trace of any new loans or credit being leveraged to pay for the panels Lastly, we alerted the reason the XXXX account had not been settled is because in the state of California, contracted work can not be billed unless finished. The installation was NOT finished due to issues on XXXX end and that is why the invoice had not be issued or resolved. XXXX confirms from Guaranteed Rate this is what is holding up the loan now. \nXX/XX/XXXX XXXX contact customer care at Guaranteed Rate and escalate the issue to their director of Customer service, XXXX XXXX. \nEmails were sent outlining all the issues including notifying them that XXXX XXXX has threatened the terms of the loan and the overall status of the loan on three separate occasions. \nThis is when we were first made aware that the rate was expiring soon though no one would confirm XX/XX/XXXX XXXX received first confirmation from Guaranteed Rate that the current terms and rate was set to expire in 6 calendar days We received our first call with XXXX XXXX, Direct Manager at Guaranteed Rate and XXXX XXXX direct manager We agreed to pay the XXXX XXXX Balance in Cash or provide an escrow account for the amount due in order to satisfy Underwriting XXXX, a processor contacts us again, requested HELOC paperwork showing {$0.00} balance. Paperwork is submitted yet again that day XX/XX/XXXX XXXX confirms 20 calendar day rate extension. Underwriting demands that proof of payment for XXXX is the only acceptable resolution to the issue. \nXX/XX/XXXX XXXX XXXX panels are paid in full as underwriting requests Upload of paper trail to prove payment and source of funds is uploaded to XXXX portal XX/XX/XXXX XXXX Paid-In-Full Invoice uploaded to XXXX portal and the XXXX issue is confirmed RESOLVED XX/XX/XXXX Request for Update. XXXX XXXX says that the missing HELOC paperwork is still an issue. We make him aware that the paperwork has always resided on Guaranteed Rates end and that weve already complied with the third request dated XX/XX/XXXX We are made aware that XXXX was no longer with company due to our issue and issues related to other accounts XX/XX/XXXX XXXX  demand a response on the status of the loan. Guranteed Rate still claims that HELOC balance is still and issue despite all paperwork submitted MULTIPLE times XXXX XXXX alerts us that he is stepping down as a manager and the Evolve is refusing to close the loan XXXX informs us that in order to honor the loan as obligated, they will be transferring it back to XXXX and assigning a new loan officer since XXXX XXXX had been let go. XXXX XXXX was our new point of contact XXXX confirm via email that XXXX would be honoring the same rate and terms as well as pursuing an attempt at discounting the pricing due to the numerous customer service and legal skirting issues outline above We have XXXX confirm that they will keep open the Guaranteed Rate Loan in case that can close sooner than the new, restarted XXXX in an effort to close as quickly as possible given the extreme delays. We agree to move forward. \nXX/XX/XXXX XXXX XXXX requests permission to pull credit for the new loan paperwork. Credit is pulled XX/XX/XXXX XXXX XXXX attempts to have us sign paperwork reflecting currently rates, pricing, and terms and not our agreed upon terms since XX/XX/XXXX. \nXXXX states via email that the terms will be adjusted properly once the pricing team returns from the holiday despite the Guaranteed Rate expiration of the rate occurring in 5 calendar days We ask what the consequences of would be not signing and that this feels like a trap XX/XX/XXXX XXXX calls and confirms that Guaranteed Rate will be keeping the loan as they can and are able to work to close. The rate is extended for another 20 days. XXXX paperwork and restart is abandoned. \nXX/XX/XXXX New Sr. Processer, XXXX XXXX, requests additional paperwork from underwriting : XXXX and XXXX statements for XXXX checking and savings account ; confirmation that we have $ XXXX of total available funds ; If no confirmation, then proof in other liquid assets ( IRA , retirement, brokage accounts etc ) to cover the difference ; the complete XXXX tax return ( I believe now this is the fourth or fifth time ) ; explanation for a check # XXXX from checking account to proof its not newly obtained debt ; and source for all funds of the HELOC payoff All requested paperwork is submitted including proof that XXXX of liquid assets in only 2 of our brokage and IRA accounts ( we have close to 5 or 6 total ) are available as liquid assets We confirm that check # XXXX is for XXXX bills paid out to XXXX XXXX , the spouse of XXXX XXXX and applicant We confirmed that the money was gifted to us by our parents and then used to pay off the HELOC. A letter from our parents outlining the gifts and confirming that they are not debt nor asked to be repaid as per standard, legal practice concerning gift money to help shore up refinances/mortgages. We also uploaded the checks showing the source of the gifts came from our parents as per the letter. \nXXXX called later that evening to announcement that underwriting will be denying the loan due to the gifted money used to close the HELOC balance in XXXX despite having proof it was a legal gift and not a newly obtained loan. He also cited that underwriting was also not approving the loan because there was a draw on the loan in XXXX and XXXX of XXXX. \nXXXX request escalation to a manager the VP of Loans who is supposedly looking after our file. XXXX submit complaint to CFPB","date_sent_to_company":"2021-07-09T07:34:26.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"94404","tags":null,"has_narrative":true,"complaint_id":"4530550","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GUARANTEED RATE INC.","date_received":"2021-07-09T05:07:04.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX XXXX XXXX panels are paid in full as underwriting requests Upload of paper trail to prove payment and source of <em>funds</em> is uploaded to XXXX portal XX/XX/XXXX XXXX Paid-In-Full Invoice uploaded to XXXX portal and the XXXX issue is confirmed RESOLVED XX/XX/XXXX Request for Update. XXXX XXXX says that the <em>missing</em> HELOC paperwork is still an issue."]},"sort":[7.9891176,"4530550"]},{"_index":"complaint-public-v1","_id":"13176252","_score":6.4928274,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom it may concern, My name is XXXX XXXX and Im a long-time PayPal user who has never violated the Acceptable Use Policy. I filed a few disputes with XXXX due to some issues with delivery and was told that after 10 days of no response I would be receiving my funds back due to once again no response from the seller. I filed a CFPB complaint for good measure just to make sure this was well documented and when the calls are going to be listened to back it will support everything I am saying. Despite this, I received the horrible shock of a You can no longer do business with PayPal email today. At the advice of counsel, Im sending you a polite message with details and information so that this policy mistake can be corrected and that my account can be restored to full functionality.\n\nThe email I received claimed Because you have continually filed cases that do not align with the intent of the PayPal Purchase Protection Program and are contrary to the terms outlined in our User Agreement, weve determined you can no longer use PayPals services.Weve limited\nyour account so you can no longer send or receive funds. Your ability to file PayPal Purchase Protection cases has also been removed. Any existing PayPal Purchase Protection cases you've filed will be denied.\n\nFor information on account limitations, please refer to the PayPal User Agreement. To find out what to do next, log in to your PayPal account and visit the Resolution Center.\n\nAfter throughly researching there is no determination of what my claims could fall under going against the intent of the Purchase Protection Program, as my items were not as described and I reported such, along with evidence. Here is PayPals own policy and my research showing I have not violated the Purchase Protection.\n\nPayPals Purchase Protection program may apply when you encounter these specific problems with a transaction : You didnt receive your item from a seller ( referred to as an Item Not Received claim ), or You received an item, but the item isnt what you ordered ( referred to as a Significantly Not as Described claim ). -This is what I claimed.\n\nItem Not Received Claims Your claimwill notqualify for a refund under PayPals Purchase Protection program for an Item Not Received claim, if : You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayPal in a sellers physical store, except for in-personPayPal QR codegoods and services transactions, or The seller has providedproof of shipmentorproof of delivery. \n\nNeither of these are the cases as on XX/XX/XXXX, the case was filed under Item not as described. \n\n\nIf the seller presents evidence that they delivered the goods to you, PayPal may find in favor of the seller for an Item Not Received claim even if you claim you did not receive the goods.\n\nSignificantly Not as Described Claims An item may be considered Significantly Not as Described if : The item is materially different from the sellers description of it. \nYou received a completely different item. \nThe condition of the item was misrepresented. For example, the item was described as new but the item was used. \nThe item was advertised as authentic but is not authentic ( i.e. counterfeit ). \nThe item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it. - This here is exact description of my claim. I received an empty box upon my purchases. Which means the order I made was missing major parts and those facts were not disclosed in the description of the item when I bought it. \nYou purchased a certain number of items but didnt receive them all. - This would also be a description of my claim as I bought a number of items but due to the box being empty, I of course never received the amount of items I ordered. \nThe item was damaged during shipment. - This could be a possibility in my case due to once again the box being empty, potentially it was damaged on its way to delivery to me, and as to why I did not receive the item I ordered as described.\n\nThe item is unusable in its received state and was not disclosed as such. - Also another possibility in my case.\n\nAn item may not be considered Significantly Not as Described if : The defect in the item was correctly described by the seller in its description of the item. -This is not the case as the item was not described as such.\n\nThe item was properly described but you didnt want it after you received it. -This is also not the case for my dispute The item was properly described but did not meet your expectations. -Not the case for my dispute The item has minor scratches and was described as used. - Not the case for my dispute.\n\nIneligible Items and Transactions The following items or transactionsare noteligible for PayPals Purchase Protection program : Real estate, including residential property.\n\nVehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft, and boats, except for personally portable light vehicles used for recreational purposes like bicycles and wheeled hoverboards.\n\nBusinesses ( when you buy or invest in a business ).\n\nIndustrial machinery used in manufacturing.\n\nPayments that are equivalent to cash, including stored value items such as gift cards and pre-paid cards.\n\nPayments made in respect of gold ( whether in physical form or exchange-traded form ).\n\nFinancial products or investments of any kind.\n\nNon-fungible tokens ( NFTs ).\n\nGambling, gaming, and/or any other activities with an entry fee and a prize.\n\nDonations, including payments on crowdfunding platforms as well as payments made on crowdlending platforms.\n\nPayments to a state-run body ( except for state-owned enterprises ), government agencies, or third parties acting on behalf of state-run bodies or government agencies.\n\nPayments to any bill payment service, including PayPal Bill Pay for Business Accountstransactions.\n\nPayments that you initiate via a third-party platform using your PayPal Balance account and assigned account and routing number ( PayPal'sDirect Debitfunctionality ).\n\nSignificantly Not as Describedclaims for wholly or partly custom-made items.\n\nItem Not Receivedclaims for physical, tangible items you collect in person or arrange to be collected on your behalf. This includes items bought in a sellers point of sale location, except if you paid for the transaction in person using PayPals goods and services QR code.\n\nAnything prohibited by PayPalsAcceptable Use Policy.\n\nPayments made using PayPal Payouts ( formerly Mass Pay ).\n\nPersonal Payments including payments sent using PayPals friends and family functionality.\n\nPayments that you have not sent using your PayPal account.\n\nItems intended for resale, including single item transactions or transactions that include multiple items.\n\nNone of these descriptions of purchases describe what I purchased from XXXX. \n\nTransaction Eligibility for PayPals Purchase Protection Program To be eligible for PayPal Purchase Protection you must meet all of the following requirements : Have a PayPal account in good standing. - As I did before my account was wrongfully limited.\n\nPay for the eligible item from your PayPal account.\n\nAttempt to contact the seller to resolve your issue directly before filing a claim through the Resolution Center. - As I did and there is documented evidence of such.\n\nRespond to PayPals request for documentation and other information within the time requested. - As I did and there is documented evidence of such.\n\nOpen a dispute in theResolution Centerwithin theapplicable timeframeand follow our online dispute resolution process. - As I did and there is documented evidence of such.\n\nNot have received a recovery or agreed to an alternative resolution related to your purchase from another source. - As I have not received any other form of resolution from the seller XXXX. \n\nHere is also the AUP policy that I will also be going one by one detailing how none of these violations would apply to me as it can be clearly seen I have not committed any of these offenses.\n\nProhibited Activities You may not use the PayPal service for activities that : violate any law, statute, ordinance or regulation. - All I have purchased is XXXX and using my XXXX XXXX XXXX for store purchases or sending funds to family. \nrelate to transactions involving ( a ) narcotics, steroids, certain controlled substances or other products that present a risk to consumer safety, ( b ) drug paraphernalia, ( c ) cigarettes, ( d ) items that encourage, promote, facilitate or instruct others to engage in illegal activity, ( e ) stolen goods including digital and virtual goods, ( f ) the promotion of hate, violence, racial or other forms of intolerance that is discriminatory or the financial exploitation of a crime, ( g ) items that are considered obscene, ( h ) items that infringe or violate any copyright, trademark, right of publicity or privacy or any other proprietary right under the laws of any jurisdiction, ( i ) certain sexually oriented materials or services, ( j ) ammunition, firearms, or certain firearm parts or accessories, or ( k ) certain weapons or knives regulated under applicable law. - Dear God, No. Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions that ( a ) show the personal information of third parties in violation of applicable law, ( b ) support pyramid or ponzi schemes, matrix programs, other \" get rich quick '' schemes or certain multi-level marketing programs, ( c ) are associated with purchases of annuities or lottery contracts, lay-away systems, off-shore banking or transactions to finance or refinance debts funded by a credit card, ( d ) are for the sale of certain items before the seller has control or possession of the item, ( e ) are by payment processors to collect payments on behalf of merchants, ( f ) are associated with the sale of traveler 's checks or money orders, ( g ) involve currency exchanges or check cashing businesses, ( h ) involve certain credit repair, debt settlement services, credit transactions or insurance activities, or ( i ) involve offering or receiving payments for the purpose of bribery or corruption. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \ninvolve the sales of products or services identified by government agencies to have a high likelihood of being fraudulent. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \nrelate to transactions involving any activity that requires pre-approval without having obtained said approval. - Once again only XXXX and XXXX XXXX used. And I will gladly provide my cashapp transactions if needed to prove that as well. \n\nI primarily use my PayPal for XXXX XXXX and XXXX transactions. In addition, my PayPal is authenticated and connected to Cash App where I receive occasional income from Cash App Deposits. Everything I do on PayPal is completely legitimate. \n\nHere are several examples of recent transactions : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Why This Closure Was Wrongful and Retaliatory : XXXX. All My Disputes Were Legitimate and Within Policy : I filed claims under Significantly Not As Described and Item Not Received, both of which fall squarely under the eligible scenarios laid out in PayPals own Buyer Protection Program ( XXXX XXXX XXXX XXXX  ). My dispute centered around an empty package being deliveredan issue supported by a police report filed with the XXXX XXXX XXXX. This scenario is explicitly outlined in the Buyer Protection policy as a qualifying reason for a refund.\n\n2. I Did Not Abuse Buyer Protection : According to PayPals policies, a buyer may file a dispute if : The item is materially different from what was ordered.\n\nThe order arrives missing items.\n\nThe order never arrives at all.\n\nThe item is damaged, unusable, or counterfeit.\n\nThese precisely describe my situation. None of my claims were speculative or excessive. I provided timely documentation and responded to every request. At no point did I file a dispute that fell outside the boundaries of the Buyer Protection terms. I\nwas told over the phone by PayPals own representatives that if the seller did not respond within XXXX  days, my case would be decided in my favor. The seller ( XXXX ) did not respond. I was wrongfully punished for requesting what I was promised.\n\n3. Account Termination Only Occurred After Filing a CFPB Complaint : My account was not under review, limited, or flagged in any way prior to the filing of my original CFPB complaint. Within XXXX hours of submission, I received notice that my account was terminated. This strongly suggests retaliatory intent. It sends the disturbing message that exercising ones right to file a complaint with the CFPB could result in being banned from a financial platform without warning. \nXXXX. I Have Not Violated the Acceptable Use Policy ( AUP ) : I reviewed the AUP carefully ( XXXX XXXX XXXX? XXXX ) and found no clausenonethat would implicate my PayPal activity. I do not engage in any restricted transactions or activities. I use PayPal almost exclusively for XXXX purchases and occasional transfers to my verified Cash App account. \n\nThese are not abuse, fraud, or illicit use. They are personal, traceable, and legitimate. \n\n\n\nConclusion : I believe I am being wrongfully accused of violating the AUP and PayPals Buyer Protection system, or whatever may be the reason. Not only have I followed the rules, I have gone above and beyond to cooperate : providing police reports, item descriptions, and full documentation. In return, I have been met with silence, mistreatment, and now account termination following a legally protected CFPB complaint.\n\nI respectfully request : Immediate reinstatement of my PayPal account.\n\nRestoration of access to pending disputes.\n\nA formal investigation into potential retaliatory action by PayPal in response to my initial CFPB filing. \n\nIf this complaint is not resolved, I am prepared to pursue further escalation through all legal and consumer protection avenues.","date_sent_to_company":"2025-04-25T10:09:51.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"77045","tags":null,"has_narrative":true,"complaint_id":"13176252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-04-25T09:40:03.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Payments to a <em>state</em>-run body ( except for <em>state</em>-owned enterprises ), government agencies, or third parties acting on behalf of <em>state</em>-run bodies or government agencies.\n\nPayments to any bill payment service, including PayPal Bill Pay for Business Accountstransactions.\n\nPayments that you initiate via a third-party platform using your PayPal Balance account and assigned account and routing number ( PayPal'sDirect Debitfunctionality )."]},"sort":[6.4928274,"13176252"]},{"_index":"complaint-public-v1","_id":"8577775","_score":5.6947165,"_source":{"product":"Mortgage","complaint_what_happened":"My husband ( who works for the XXXX XXXX XXXX XXXX ) and I ( living on XXXX in TN with our XXXX XXXX daughter ) secured a VA mortgage for {$220000.00} with Homeside FinanciaXXXX, D.B.A. Lower LLC., and closed on XX/XX/XXXX for a One-Close VA loan to build a primary residence on land I own in XXXX XXXX, TN XXXX The bank is in XXXX, NC and our loan officer was XXXX XXXX. \nXXXX XXXX approved our loan with our construction company XXXX XXXX XXXX XXXX ( ICC ), owner XXXX XXXX XXXX XXXX XXXX a local company with over 33 years in construction, fully insured, bonded, licensed, and passed a background check. Our General Contractor is also the owner. XXXX XXXX, a salesperson, who called himself a \" consultant '' for XXXX, was the initial contact for this loan. XXXX XXXX worked with XXXX XXXX, VA appraiser, to approve the house plans to match our loan amount with market value. We had to add a full finished basement with XXXX rooms to our modest XXXX sq. ft. house to make the value match the loan amount, making the livable square footage XXXX sq. ft. We also had to add my husband to the deed of the land, I previously owned, alone. So our deed of trust for Homeside Financial now included him as primary borrower and myself as co-borrower. \nAt the closing, XXXX XXXX showed up to \" receive a check, '' which started suspicions as to his role in our construction process. An email from XXXX XXXX to XXXX XXXX, which he proudly showed to me, the wife, stated, \" Go get your money XXXX and get this house built! '' This was questioned, as to why XXXX XXXX, consultant, was receiving a check for our build. The check was for {$21000.00} and we were told, by XXXX XXXX, it was for \" 10 % start-up fees, or \" Mobilization at Closing. '' We asked to see the invoice, and a copy of the invoice was produced, showing a fee of {$1300.00} for our XXXX XXXX XXXX and payment for XXXX XXXX 's services. We accepted this as his payment for securing the bid to build for his company, XXXX. \nThe next check was called a \" draw, '' and was for {$30000.00}. We were asked to sign off on this draw for materials to be ordered. Since it was a customized house for our special needs child, we didn't hesitate to trust the bank knew what the process was. The app, XXXX XXXX, was how money was released. We saw it showed XXXX was the account our money was being sent, so to order materials made sense and we signed off. Work on the land, clearing trees, and preparing the foundation, started, but nothing was right. They moved the site down the hill, moved earth, and turned the house facing up-hill. I questioned the changes and was told nothing was wrong, just leave it alone. \nIt was now XXXX months into our build and another \" draw '' was being requested for {$36000.00}. When we reviewed the draw request outline it showed the foundation should be completed before this draw was released. Since we just had piles of block on pallets, we didn't approve this draw and refused to sign off. XXXX XXXX requested an on-line inspection over the internet and reassured us the money would not be released for work not done, but only an amount equal to what was finished would be released. So we signed off, knowing the inspection would not pass for the full amount. But it did, and we requested to see the inspection report. \nIn the report, photos of our tiny house on wheels, a temporary structure on another part of the XXXX acres, were in the inspection. The septic, water, electric, and driveway to the tiny house was signed off as if it were the new house utilities. The new house only had XXXX ' of block on a row of footings. No slab, missing XXXX ' of wall, no windows, no French drains, etc., and we had a major drainage problem flooding inside the foundation from the faulty excavation cut into the mountain where the original site was abandoned, when they hit rock the small machines couldn't move. We were also told the basement walls were off by XXXX '' and the XXXX was complaining he needed a helper and materials. On XX/XX/XXXX, the XXXX quit. We alerted XXXX XXXX, and she ordered an audit. \nDuring this pause on our build we learned the block had not been paid for and a cancelled check, written in XXXX XXXX 's account, was stamped, \" Insufficient Funds. '' We learned our XXXX 's XXXX premium had not been paid for and the policy was cancelled. \nThe audit was ordered for XXXX XXXX, who supplied XXXX XXXX with a spreadsheet of expenses along with a detailed email justifying where he spent our money. We were baffled. Why did XXXX XXXX, consultant, have access to our money? Why was XXXX XXXX communicating with him, when our VA Guidelines required her to only speak to our Licensed General Contractor, XXXX XXXX XXXX XXXX? Why did most of the {$89000.00} released go to the business expenses for XXXX XXXX, for fuel in his truck, his electric bill, his internet bill, his secretary, himself, etc., when the VA guidelines specifically state the only account our money can be linked to is the Licensed General Contractor, XXXX XXXX XXXX, XXXX? Where was the orders for windows or framing lumber? Where was our General XXXX? So we called XXXX XXXX XXXX XXXX, and he said he had no idea about our build and he didn't have a contract with us. \nSo we requested a copy of our contract with our builder that Homeside Financial had on file when we discovered it wasn't in our closing documents. But they refused. We hired an attorney, who requested the contract XXXX separate times, each time, refused. Months passed by and nothing was being done. My husband filed a XXXX XXXXXXXX on XX/XX/XXXX, when the bank demanded payment in full within 30 days or they would foreclose. We don't owe this money so he forfeited the land and did not make a payment plan. \nWe got a certified letter on XX/XX/XXXX and learned the bank was foreclosing on our loan and auctioning our land. We hired another attorney who requested 'Documents of Discovery, ' and after months of holding off the foreclosure, we learned the bank made an error. They linked our money to XXXX XXXX, directly, and not to our General Contractor, XXXX XXXX XXXX We learned the bank admitted this mistake in emails. We learned we never had a licensed general contractor, because XXXX XXXX used the information of XXXX to obtain approval for our loan, but that document was forged, by his secretary, XXXX XXXX. All of our loan documents were signed by XXXX XXXX as if he were our general contractor. He took our money by falsifying our inspections, forgery, and identity theft. \nHad Homeside Financial, specifically, XXXX XXXX our loan officer, done due diligence on our loan application by making sure she was speaking to our approved General Contractor, XXXX XXXX XXXX XXXX XXXX, this loan would not have been approved. We do not owe this money. The bank made the error and they are taking away our daughter 's home, our land, and counter suing me for their attorney expenses and holding me accountable for the balance after they sell the land, for the amount of the loan. The bank attorney, XXXX XXXX, took a XXXX holder on my deed. He is foreclosing on my land XX/XX/XXXX. I had to leave the land with my special needs daughter and am now homeless. \nOur daughter suffered XXXXXXXX XXXX  and was hospitalized from the stress of this event. We ask that you investigate the errors made by XXXX XXXX on our VA One-Close Loan and stop them from taking our land, holding me accountable for this debt, and pursue the con man in all of this. Thank you.","date_sent_to_company":"2024-03-19T19:28:31.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"378XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8577775","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Brightfunders, LLC","date_received":"2024-03-19T17:49:42.000Z","state":"TN","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["An email from XXXX XXXX to XXXX XXXX, which he proudly showed to me, the wife, <em>stated</em>, \" Go get your money XXXX and get this house built! '' This was questioned, as to why XXXX XXXX, consultant, was receiving a check for our build."]},"sort":[5.6947165,"8577775"]},{"_index":"complaint-public-v1","_id":"2491362","_score":4.181239,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXXDear Consumer Financial Protection Bureau, RE : A Concern of Loan # XXXX ; XXXX XXXX XXXX Number : XXXX ; Account number : XXXX, Reference : XXXX ( *a ) First and foremost, I have a huge concern ; I do not bank with XXXX XXXX nor have I ever done any business with XXXX XXXX since they merged with XXXX XXXX XXXX Second I initiated my relationship with Shellpoint Mortgage in XXXX with a XXXX-year fixed mortgage ; I at the time was employed with XXXX XXXX. In XXXX, I lost my job with XXXX XXXX but qualified through XXXX XXXX for a XXXX year mortgage loan and was approved onXX/XX/XXXX for {$31000.00}. * ( b, c ) On XX/XX/XXXX The final payment made by XXXX XXXX XXXX XXXX has been applied towards the XX/XX/XXXX payment. This letter was retained for my records since it varies from the original Deed of Trust, as a loan modification or estoppel will not be completed. The loan will be forgiven in full after XXXX years. * ( d ) I have enclosed a letter** ( a ) from Shellpoint Mortgage Servicing dated on XX/XX/XXXX Wed like to welcome you as a customer of Shellpoint Mortgage Servicing ( Shellpoint ) the letter indicated that this loan was recently transferred to Shellpoint for servicing. I have a concern. <P/>On XX/XX/XXXX I received a mortgage statement* ( e ) and the amount due was {$0.00} however, my payment that XXXX XXXX XXXX XXXX XXXXXXXX ( d ) the Foreclosure prevention fund group had been making for the past year case number # XXXX was for {$1600.00}. did not match up to Shellpoint mortgage statement dated XX/XX/XXXX {$1600.00} ( *f ) and one dated XX/XX/XXXX {$1700.00}. * ( g ) that I received in the within the same week ofXX/XX/XXXX. I have a problem. <P/>In XX/XX/XXXX after not being able to obtain a job I moved out of XXXX XXXX XXXX XXXX XXXX XXXX  I signed a XXXX year contract with XXXX XXXX XXXX and agreed commission with the XXXX Anniversary seal my first months check for {$1800.00} with the first month to be for commission. * ( h ) On XXXX XXXX XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX, and XXXX paid me XXXX XXXX XXXX XXXX different rent amounts * ( i ) ; on XXXX XXXX XXXX XXXX made a direct deposit in the name of XXXX XXXXXXXX ( *j ) while the prior months were XXXX XXXX XXXX XXXX : Webpayment IDXXXX. I also have more information, but please know that Shellpoint Mortgage also charged me {$2.00}, {$2.00} and {$2.00} for autodraft for my mortgage payment when they stated free but on my XXXX XXXX XXXX printed out statement from XXXX branch you charged me those fees of {$2.00}, {$2.00} and {$2.00}. I have a problem. ( *letter ) for attachment location In XX/XX/XXXX with the help of XXXX XXXX XXXX ( c ) of Community Link together we filed a complaint on a government protection website listing Shellpoint Mortgage and XXXX XXXX XXXX XXXX XXXX for Steering ; because my XXXXyear fixed mortgage had gone up, my contract payment had gone down and for some reason I was unable to find a job ; I am a XXXX XXXX XXXX XXXX* ( k ), XXXX XXXX XXXX XXXX XXXX. * ( m XXXX Feelings arent facts but XXXX XXXX XXXX has a XXXX-year presence in the XXXX XXXX  area. On XX/XX/XXXX I reported XXXX XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * ( n ) XXXXXXXX XXXX XXXX has also failed to send me first and last months rent after contract ended with tenant. Feelings arent facts ; however, I feel as if someone knows and is trying to steer me where I can not get a good job and they know my mortgage payment. I have a home in a very desirable where according to XXXX XXXX home values will increase 4.5 % next year. Compared to a 4.2 % rise for XXXX as a whole. Among Chantilly homes, this home is valued 36.7 % more than the midpoint ( median ) home, and is valued 7.8 % more per square foot. Other amenities XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; double lot ; wrote a XXXXpage letter to XXXX XXXX and lowered my taxes {$150000.00}. <P/>In XXXX I dealt with vandalism, I am having a new roof put on my home, and I had a delinquent report put on from XXXX XXXX XXXX equipment left in my home. XXXX XXXX had pre-flagged and placed fraud on my account ; but for some reason, XXXX XXXX XXXX isnt investigating fraud on my credit card, phone stolen and emails have had to be changed due to trojan horse being placed on my phone and email. I have a problem. <P/>In earlyXX/XX/XXXXXX/XX/XXXX, I surrendered my XXXX XXXX to save her life, to my Vet. My Vet called me the next day and said I have some bad news she had passed away. She asked if I wanted her to come home, she was going to have her cremated and for me ; and also asked if I wanted to have an impression of her paw. I said absolutely and thanked her so much for adopting her. XXXX weeks later my XXXX XXXX XXXX XXXX got sick ; at XXXX and he too passed away with me at home. I am sharing their paw prints, and XXXX  cremated certificate. <P/><P/>I just wanted to share my concerns and problems. Feelings arent facts, however, when it feels as if something is terribly wrong and something is driving you to sell, because you can not get a better job, because of a trojan horse/spider technology that is put on email and phones ; people are not contacting you or returning your calls ; emails are lost ; both of your companions your XXXX XXXX XXXX and your XXXX XXXX, XXXX have died within XXXX weeks of each other ; when your house is re-keyed things still go missing I just feel that maybe, possibly someone is behind this. <P/>XXXX XXXX XXXX, and looking at Shellpoint mortgage statement dated XX/XX/XXXX and one dated XX/XX/XXXX for {$1600.00} and one for {$1700.00}. and some other information Ive shared someone within Shellpoint Mortgage ; and that is why XXXX of XXXX XXXX and myself reported a concern and what has now turned into a problem to a Mortgage Protection Government Website. <P/><P/><P/><P/><P/><P/><P/><P/><P/><P/>Thank you so very much because I feel as if my concern has turned into a huge problem that has overturned my life especially when my huge part of my family has died ; again, I have a problem. <P/>On XX/XX/XXXX, I received two ( 2 ) letters from Shellpoint mortgage. One a statement stating that I had an overdue payment for {$1600.00} I have a 30-fixed mortgage ; my taxes and insurance are included. ( *Q ) I have a witness from XXXX XXXX  Branch Manager XXXX XXXX XXXX that Shellpoint sent me by certified mail a complete payment history after a complaint I made regarding a delinquent report ; that has be stolen out of my house. The second piece of mail is from XXXX ( *R ) and it is asking for the overdue payment of {$1700.00} and the principal balance is {$230000.00}. It states because of late charges, and other charges may vary from day to day, the amount you owe may change. <P/>Please understand I have a XXXX, it is very private but I received an encrypted CD that goes into detail about my disorder. I am also a minority that deals with anxiety and see my physiologist and both counselors on a regular basis and am up to date on my medications. In the interim I am meeting with XXXX XXXX since they reviewed my original 30-year fixed mortgage and I since my payment portfolio has been stolen I will call again and have Shellpoint re-send me a copy. <P/>Please look into this as soon as possible I have limited funds and I feel as if a crime has been committed and the crime is call CHERRY-PICKING and it is destroying my life and someone is simply after my house. I reported STEERING with XXXX XXXX last XXXX now it has moved to CHERRY-PICKING. I know that the Government has been investigating because my payment changed XXXX XXXX XXXX XXXX times last year. I made my payments at XXXX XXXX XXXX XXXX branch and I have witnesses that they changed for the better ; thank you. Please know I do not want to lose my home its all that I have and they know that. <P/><P/>Kind Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( *letter ) for attachment location TABLE OF CONTENTS ( *a ) Shellpoint Mortgage Servicing. Bank Name XXXX XXXX XXXX XXXX Account number XXXXXXXX XXXX <P/>( *b ) Borrowers Affidavit XXXX XXXX XXXX XXXX XXXX XXXX Mortgage Payment Program Loan. <P/>( *c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *a ) Shellpoint Mortgage Servicing. Bank Name XXXX XXXX XXXX XXXX Account number XXXX XXXX <P/>( *e ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$0.00} ( **c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *f ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$1600.00} ( *g ) Shellpoint Mortgage Statement date : XX/XX/XXXX {$1700.00} ( *h ) XXXX XXXX XXXX XXXX Monthly Statement : XX/XX/XXXX <P/>( ***c ) XXXX XXXX XXXX XXXX Letter XXXX XX/XX/XXXX ( *i ) XXXX XXXX XXXX XXXX Statement : XX/XX/XXXX ( *j )XX/XX/XXXXApplication : XXXX XXXXXXXX ( *k ) XXXX XXXX XXXX trophy picture. <P/>( *l ) XXXX XXXX XXXX letter. <P/>( *m ) XXXX XXXX XXXX XXXX ( 2 ) pages of complaint. <P/>( *n ) XXXX XXXX XXXX certificate # XXXX ( *o ) XXXX XXXX XXXX XX/XX/XXXXXXXX *p ) XXXX XXXX XXXX XXXX XX/XX/XXXX ( *Q ) Shellpoint/Delinquent letter for {$1700.00} ( *R ) XX/XX/XXXX Mortgage Statement {$3300.00} ( overdue Payment {$1600.00} )","date_sent_to_company":"2017-05-23T00:04:44.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"28205","tags":null,"has_narrative":true,"complaint_id":"2491362","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2017-05-22T23:13:23.000Z","state":"NC","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I also have more information, but please know that Shellpoint Mortgage also charged me {$2.00}, {$2.00} and {$2.00} for autodraft for my mortgage payment when they <em>stated</em> free but on my XXXX XXXX XXXX printed out statement from XXXX branch you charged me those fees of {$2.00}, {$2.00} and {$2.00}."]},"sort":[4.181239,"2491362"]},{"_index":"complaint-public-v1","_id":"5817685","_score":2.728266,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX- We started shopping around for Construction Loans, due to running out of funds from the HELOC we previously took out to build an inlaw for my sick mother and remodel our existing home. I got in touch with TD Bank among other ones and decided to go with them. \nXX/XX/XXXX, XXXX Started filling out the application I emailed XXXX XXXX to see what loan product I should chose because Construction Loan was not an option. \n-I was told by XXXX XXXX to choose Refinance and XXXX XXXX would then structure it as a Construction Loan. \nXX/XX/XXXX We received an email from XXXX XXXX @ XXXX stating that if we had any question about the application to reach out. Then we received another email form him @ XXXX with him saying I couldnt find you in our system. Can you remind me what you are looking for?. Then soon after that email, we received another from him @ XXXX saying that he reviewed the application, and that my husbands income alone the DTI is too high. ( I could apply because I am a 1099 employee and because of Covid I was not able to work. ) XX/XX/XXXX @ XXXX I asked if we could use a Co-signer XX/XX/XXXX @ XXXX XXXX XXXX responded , yes and that a co-signer would potentially work. He also asked how much income would be added by the cosigner. \nXX/XX/XXXX @ XXXX - I responded back the XXXX XXXX and let him know that it would add XXXX a month and that the credit score was over 800. \nXX/XX/XXXX @ XXXX XXXX XXXX So good, would any debt be add? \nXX/XX/XXXX @ XXXX I asked if we could hop on a call to get further understanding of what he was looking for. \nXX/XX/XXXX @ XXXX I let XXXX XXXX know that it would be my mom that would be co-signing and that she mentioned a student loan that was in a forgiveness program, I asked to hop on a call again and asked what are our options to bring my husbands DTI down. \nXX/XX/XXXX @ XXXX XXXX XXXX replies added your mom to the loan ( she did not state her name she said mom, so unprofessional and discriminatory I was not liking that at all. ) XX/XX/XXXX @ XXXX ( there must have been phone call before this ) XXXX XXXX confirms that paying off one of our 2 leases would not work to lower my husbands DTI . \nXX/XX/XXXX @ XXXX I sent over my mothers information. \nXX/XX/XXXX @ XXXX XXXX XXXX added my mom ( he used her name in the email ), that the DTI was still tight, but he thinks we can make it work. Then asked if we could provide the Builder Contract, Plans and Specs and Budget. \nXX/XX/XXXX @ XXXX I was still working with my contractor get over cost worksheet provided by TD Bank and I asked how soon I need to have the paperwork in by. \nXX/XX/XXXX @ XXXX XXXX XXXX XXXX can get the ball rolling as soon as info is recorded. \nXX/XX/XXXX @ XXXX I wrote I was finally able to get everything I needed from the contractor. Please if you have any questions give me a call XXXX. Also some of the items quoted have already been paid for, thanks a bunch! \nXX/XX/XXXX @ XXXX XXXX XXXX Congrats again on your renovation. \n\nI wanted to detail for you the next steps of this process with TD Bank. XXXX, XXXX and XXXX will be working together to make sure your closing goes smoothly! \n\n1. I would like to introduce XXXX XXXX. She works on my team and she needs to have a XXXX minute phone call with you this week to confirm some details. She will be reaching out to schedule a call after she reviews your file. \n2. In preparation for your call, please gather the following information a. Credit card number for Appraisal order ( XXXX will take this over the phone ) b. Last 2 Year 's W-2s c. Last 2 months paystubs d. Last 2 months bank statements e. E-consent PRIOR to your phone call. An email was just sent out. Authorization code is last 4 of your social.\n\nWe look forward to making this a smooth and stress free transaction for you. Thank you for your business!! \n\nXX/XX/XXXX @ XXXX XXXX XXXX emails all of us and say I am free anytime after noon on Monday. Or if Monday doesn't work for you, I am free any time after XXXX on Tuesday. \nPlease let me know the best time and number to reach you. I only need to speak with one of you but if more would like to be on the phone, that is fine too. \n\nThank you! \n\n( We all respond our best times that very day ) XX/XX/XXXX @ XXXX XXXX XXXX XXXX! I will put you down for XXXX on Monday. Confirm the best number to call and I will call you then! \n\nXX/XX/XXXX @ XXXX XXXX XXXX sends a reminder/confirmation email for our call @ XXXX XX/XX/XXXX @ XXXX I replied Great, thank you so much XX/XX/XXXX @ XXXX XXXX XXXX Thanks us for the call and sends a list of items needed XX/XX/XXXX @ XXXX I send over the first of many attachments and then @ XXXX I send the rest of the attachments XX/XX/XXXX @ XXXX XXXX XXXX confirms that she as received them. \nXX/XX/XXXX @ XXXX XXXX XXXX confirms receipt again and send a list this time of remaining items needed. \nXX/XX/XXXX @ XXXX I send over the remaining items and in a separate email @ XXXX I send over our house plans ( it is a big file ) XX/XX/XXXX @ XXXX XXXX XXXX confirms receipt and says that she will initiate contact with the Title agent.\n\n( We were call inbetween this time to get updates to see if they needed anything else from us ) XX/XX/XXXX @ XXXX XXXX XXXX- According to my list, the only items I am missing for the file are the Plans and Specs. Once received, I can move the file to the next phase. \nThank you, ( XXXX XXXX confirmed that she received them and the other items on XX/XX/XXXX @ XXXX ) XX/XX/XXXX @ XXXX, XXXX and @ XXXX I try to send the house plans XX/XX/XXXX @ XXXX My husband tries to send the house plans also XX/XX/XXXX @ XXXX XXXX XXXX- Ok, I am getting notifications that you are trying to send it but it is too large. Do you have the ability to upload to the portal or compress the file? \nXX/XX/XXXX @ XXXX My husband tries to send the house plans again. \nXX/XX/XXXX @ XXXX XXXX XXXX Can you compress the file or split it up? \nXX/XX/XXXX @ XXXX My husband tried to send it again. \nXX/XX/XXXX @ XXXX XXXX XXXX Perfect! Thank you! ( she finally received them ) ( Phone calls were made in-between here ) XX/XX/XXXX XXXX XXXX XXXX XXXX Can you please update/correct the cost worksheet? Its showing a cost of XXXX and its supposed to match the contract price. ( this was sent to our contractor, this is the cost worksheet that she previously stated on XX/XX/XXXX that was received ) ( Calls made to see how we were looking for closing because as far as we were told everything was in Closing was originally set for XX/XX/XXXX ) XX/XX/XXXX @ XXXX XXXX XXXX XXXX We received feedback from Underwriting that we need to clear up two items before moving forward. \n\n1. XXXXplease verify your rent amount for XXXX XXXX XXXX XXXX along with a copy of the lease agreement 2. XXXXplease provide documentation to evidence your federal student loan payment once its out of deferment. Your credit report currently doesnt reflect a student loan payment probably because of the force placed forbearance but we need to know what the payment will be once the government forbearance is lifted. \n\nXX/XX/XXXX @ XXXX I emailed back Hey XXXX XXXX Here are the two attached documents as requested. Thanks a bunch, please let us know if you need anything further from us. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Received and reviewed these items. Lease is fine. For the student loan documentation, I will need more. Because the letter provided sattes the following, \" The account is currently on a National Emergency Forbearance through XX/XX/XXXX. Repayment will begin XX/XX/XXXX. '' We need to know what this payment will be so you may need to contact XXXX XXXX for them to generate another document for you. According to the letter it may be on an income driven repayment plan. \n\n( Spoke to XXXX XXXX on the phone about this. Then called customer service and a local branch to get help and to further escalate. They gave me XXXX XXXX information he is a XXXX XXXX. ) ( I also called XXXX XXXX to make sure it was ok to continue construction while we were in the process, being a XXXX XXXX XXXX, I know big purchases are a no no ) XX/XX/XXXX @ XXXX XXXX XXXX I ran your scenario by XXXX and she said as long as it is part of the cost to construct, we should be able to credit it to her. If the builder is asking above that, then we would not. '' So if its work/cost as a part of your contract then yes, we would be able to credit this to you. \n\nXX/XX/XXXX @ XXXX I emailed Thank you, so to confirm it is ok to use the HELOC to make the payment? \nXX/XX/XXXX @ XXXX XXXX XXXX XXXX Correct. \nXX/XX/XXXX @ XXXX I emailed back, Thanks so much. \n\n( Calls made to the Staff to see how closing is looking ) XX/XX/XXXX @ XXXX I emailed, Hi XXXX, XXXX this email finds you well. Just checking in to see if we are still on for closing XX/XX/XXXX and also if the appraisal has been completed. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Hello XXXX, Thank you for reaching out. I have received an update from Underwriting and we will have to push out the closing date from XXXX since we are still running into challenges with our Debt to Income ratio. We are at about a 47 % and we need to be at 43 %. \n\nPreviously, XXXX provided documentation to evidence a {$0.00} payment for the student loan. However, on that same document, it states the repayment will go into XX/XX/XXXX. For that reason, the Underwriter can not make this a {$0.00} payment and we have to hit you with a worst case payment of 1 % of the balance. Unless we have other documentation to show that this will remain in deferred status for more than 12 months. \n\nWe could look at paying off some additional debts in order to qualify. We could pay off under XXXX, the XXXX XXXX and XXXX XXXX XXXX card. Then payoff XXXX 's XXXX and that would get our DTI right under 45 % If we're under 45 % we can ask for an exception. We could collect the payoffs at closing so you dont have to pay them off prior to.\n\nPlease let me know if this is a n option.\n\n( I immediately called her because I did not understand why Underwriting were still considering worst case when the worst case is a {$0.00} payment, also why would we pay $ XXXX cash at closing to pay off credit card debt, when it could all be wrapped up in the loan. I was so confused on what changed. ) XXXX XXXX @ XXXX My husband emailed and asked Ok how much do we have to pay out of pocket to get it down? \n\n\nXX/XX/XXXX @ XXXX I emailed Hello XXXX, I am not sure I understand what you mean about the 1 % her payment no matter what is going to remain {$0.00}. Maybe we can hop on a call? As far as paying off some debt that is an option as well. Please let me know when you have time to talk. \n\n( XXXX and I spoke about getting another letter and what else we could do to pay off the debts i.e. have the debt paid off through the loan at closing. We didnt have that type of cash laying around and wouldnt the bank rather us pay through the loan rather then using so much cash. It didnt make sense it is like we were being pushed between rock and a hard place. ) XX/XX/XXXX @ XXXX My mother emails over a third letter to XXXX to submit to underwriting. \n( I called and spoke with XXXX, she said that this last letter looked good, better then the other to that were submitted and that it should be a go. ) XX/XX/XXXX @ XXXX XXXX XXXX So I received feedback from the Underwriter regarding the student loan and he will not make the change. \n\nIt is TD 's policy that any deferred loans, we have to include a payment of 1 % of the outstanding balance to qualify. We have to hit you with a worst case since the credit report itself isn't reporting an amount. Underwriting will not allow for the exception to use the {$0.00} payment as evidenced on your letter. I know this is not the answer we were hoping for. \n\nWe do have the alternative/counteroffer to offer of paying off the 3 credit cards I previously mentioned ( XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX ) and XXXX under XXXX ) at the time of closing in order to get our ratios back in line to where they need to be. \n\nYou guys can discuss it and then let me know how you would like to move forward. Or if you have any questions, we can schedule a call at your earliest convenience HERE. This link will allow you to sign up for a time on my calendar and I will call you at that chosen time. \n\n\nXX/XX/XXXX @ XXXX I replied Hi XXXX XXXX Thanks for getting back to us, at this point there is really nothing else that we can do other than to go with the next option and have the credit cards paid off at closing. We need keep the project moving and have to close as soon as possible. With that said, we are all fine with paying those debts off. Please let me know next steps and when closing will be scheduled. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Hello XXXX, I have notified your processor XXXX and the Underwriter of the plan to pay off the additional debts. This will be sent back and reviewed by the Underwriter to make sure these are acceptable terms. \n\nThe Appraisal is still outstanding so we wont be able to schedule a closing until we have one on file. \n\nXX/XX/XXXX @ XXXX I emailed Hello, Just want to confirm if Underwriting is aware of us paying off the debts at closing and if so how is everything looking moving forward? Again, thank you all for all your efforts, we really appreciate everything youre doing for us. \n\nXX/XX/XXXX @ XXXX I emailed again Good morning all, Just checking in to see where we stand on paying off debts at closing and off the appraisal is in? \nThanks a bunch! \n\nXX/XX/XXXX @ XXXX XXXX XXXX Your file remains in the Underwriters queue for review. But good news the appraisal is in and a value of $ XXXX. See attached. \n( Our house should have been appraised for higher, being an experienced agent, we should have been over {$1.00} million dollars. I looked at the appraisal report and it didnt look right to me so I tried reaching out to the appraiser. I met her the day she came out to look at my home ( which is a new build at this point ). I called and got the owner he was IRATE that I called and very defensive and told me that it was against the law for me to call there and he was so upset and said he would still answer my questions. I apologized and explained that I thought it was ok since my and the appraiser spoke plenty of times before on the phone and met in person, I didnt mean to upset him. ) XX/XX/XXXX @ XXXX I emailed That is great news how ever the bathroom count is incorrect there are XXXX baths and Im not sure she included the finished attic space. How do we get this fixed? \n\nXX/XX/XXXX XXXX XXXX XXXX emails XXXX XXXX XXXX advise. \n\n\nXX/XX/XXXX @ XXXX I sent an email apologizing to everyone I am just going to apologize to everyone, I called what I thought was the appraiser because she called me a few days ago to ask some questions. I thought it was ok to try to reach back to her to see if she was aware of the 4th bathroom. The owner actually answered the phone and by his tone he was pretty upset with me for calling, however I do want to make it clear that I didnt mean any harm and thought it was ok to call only because she called me with a few questions a few days ago. \n\nXX/XX/XXXX @ XXXX XXXX XXXX I will review; and, advise ; but I think I received a change after the appraiser was told that all was set. \n\nXX/XX/XXXX @ XXXX I emailed Thanks so much I really appreciate everything you all are doing for me and my family. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Good Morning! \nWe haven't received any updates from our appraisal team ; so, I don't think that this has created any kind of negative feedback from the appraiser.\n\nWe did receive the appraisal ; and, I have sent that to you under separate email cover.\n\nYour loan is currently pending review in underwriting.\n\nWe will update you once the file has been returned to us. \n\nAppreciated! \n\nXX/XX/XXXX @ XXXX I said Thanks a Bunch! \n\nXX/XX/XXXX @ XXXX XXXX email Good morning everyone, Just checking in, any word on closing? \nThanks so much! \n\nXX/XX/XXXX @ XXXX XXXX XXXX Your file remains in the Underwriting queue for additional review. They still have to review and sign off that paying off the additional debt at closing will resolve our Debt to Income ratio challenge. \n\nOnce the file is out, we should have a better idea how quickly we can progress after that. \n\nXX/XX/XXXX @ XXXX I emailed Ok great sounds good, thanks for the update! \n\n\n\n\n\n\n\n\nXX/XX/XXXX XXXX XXXX XXXX We received feedback from the Underwriter. Upon his review, he is counter offering the loan for the following : This loan has been sent for a counter offer to new loan amount {$580000.00} and the following debts to be paid in full at closing : ( X ) The XXXX XXXX ENDING XXXX, ( X ) XXXXXXXX XXXX XXXX, ( X ) XXXXXXXX XXXX  XXXX, ( X ) XXXX XXXX XXXX in order to bring Debt to income below 43 %. \n\nPlease confirm if you accept the counteroffer terms. \n\nXX/XX/XXXX @ XXXX I emailed Is that after the HELOC and 1st Mortgage is paid? \n\nXX/XX/XXXX @ XXXX XXXX XXXX Yes. Those are already included as to be paid off. \n\n( Phone call to XXXX to explain if the credit cards will be paid through the loan at closing ) XX/XX/XXXX XXXX XXXX XXXX The additional bathroom is reflected in the room below grade count. \nCredit for square footage on the appraisal is XXXX ; which seems to be in line with the specifications provided. \n\nHope this helps clarify, XX/XX/XXXX @ XXXX I emailed Thanks XXXX XXXX that definitely helps. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Awesome thanks XXXX XXXX \n\nXX/XX/XXXX @ XXXX My husband emailed I got a merit increase this morning. Can you please add it to our file and let the underwriter know since it could help our application? \nPlease let me know if you need anything else. \n\nXX/XX/XXXX @ XXXX XXXX XXXX Received and added to the file. Thank you! \n\nXX/XX/XXXX @ XXXX My husband replied Thank you XX/XX/XXXX @ XXXX I emailed Hi XXXX, Hope all is well, I called and left you a voicemail. Since we are moving into the weekend, I wanted to check to see if there were any updates and if there is anything else needed from us. \n\nThanks a bunch! \n\n\n( I had spoken to XXXX XXXX ( XXXX XXXX XXXX ) on the phone about the 1 % worst case and how XXXX was saying that we would have to come out of pocket over {$50000.00} to pay off credit card debt. He was confused on why they would consider the worst case if we have a letter stating that it is {$0.00} payment. He was also confused on why she would expect us to come out of our pocket over {$50000.00} instead of wrapping everything in the loan. He agreed that it would be better to pay it over the course of XXXX. ) XX/XX/XXXX @ XXXX XXXX XXXX Sorry I missed your call! We actually just heard back form the Underwriter a little bit ago. \nGood news, upon the review of the {$0.00} payment for the student loan and XXXX 's merit increase, our DTI is back under 43 % with the original loan amount of {$640000.00}. \n@ XXXX, XXXX A can you please share what w are down to for the file? now that we dont have to do the payoffs anymore. \n\n\nXX/XX/XXXX @ XXXX I emailed That is great news, does this mean we have a closing date? \n\nXX/XX/XXXX XXXX XXXX XXXX Not yet. I've asked your processor, XXXX, to review the remainder of the file to see what is still outstanding. Looks like the builder might owe us a few things. \n\nXX/XX/XXXX @ XXXX I emailed Are you referring to the builder risk insurance policy? I did ask about that on XX/XX/XXXX. The builders insurance company said since he doesnt own the property that would be something that is covered by us. I never got an answer on that. Would it be possible to get the items needed to me that way I can get them this weekend? Everything else that was requested has been submitted, thats the only thing I can think of that was in question. \nThanks a bunch! \n\nXX/XX/XXXX @ XXXX XXXX XXXX I've asked XXXX to review and advise at her earliest opportunity but I am not sure that update will be today. She is working some files in order. \nRegarding the Builder 's Risk piece, you would have to obtain a Builder 's Risk policy and we need a copy of it. the effective date for the Builder 's risk would have to match our closing date. we dont have a definitive closing date yet but the estimated date of XX/XX/XXXX is entered into our system. \n\nXX/XX/XXXX @ XXXX I emailed So we the home owners would have to request that from our insurance agency when we have a better idea for closing? Or should we do that now? Im hoping that we do not have to wait another 2 weeks to close, XXXX was told 2nd or 3rd week of XXXX. Please understand our frustrations at this point, this has been a roller coaster ride XX/XX/XXXX @ XXXX XXXX XXXX You can start the process of them drafting your Builder 's Risk. They could at least give you a quote until we have a firm closing date. \n\nXX/XX/XXXX @ XXXX I emailed Sounds good thank you! \n\nXX/XX/XXXX @ XXXX XXXX XXXX Good Evening!\n\nCongratulations on your conditional loan approval! \n\nI will be working with XXXX to assist in moving your loan application to closing. \n\nThis email will serve to breakdown information needed of yourselves to complete your credit package. \n\nI have emailed your builder for items needed of them. I do want to point out two possible issues here. I am unable to document that XXXX XXXX is currently a licensed General Contractor in the state of RI ( their business location ) ; or, MA licensing portal ( property location ) ; and, it appears that they filed their organization documents in RI XX/XX/XXXX ( does not meet our XXXX history requirement ). I will update you once we hear back from them as to these issues. \n\nI have also reached out to your settlement agent ( Law Offices of XXXX XXXX XXXX, PC ) with regards to the status of your title work. \n\nI have noted the following discrepancies with regards to the cost to build : o Cost worksheet in file dated XX/XX/XXXX that reflects {$550000.00} ; but, has not been signed/dated by the borrowers o There are 2 invoices in this file both dated XX/XX/XXXX with the following figure totals ( {$550000.00} & {$620000.00} ) o Contract states a construction total of {$250000.00} Please provide an addendum/revised contract section 2 that represents the correct construction contract total ( must agree with the cost worksheet ) I have also sent these notes to the builder. Please work with them to resolve these issues ; and, firmly cement the cost to build for this project.\n\nI will be able to provide a more definitive asset update once I have the above numbers finalized ; but, do want to address checks found in this file that appear to be gifts. Please see the below observations ; and, advise so that I can provide you with more specific instructions ( if needed ). \n\nThere are several checks found in the file that indicate potential gift funds ( XXXX XXXX  noted ; and, owner is XXXX XXXX XXXX XXXX ) I am attaching a gift letter just in case o {$29000.00} to XXXX XXXX on XX/XX/XXXX need a gift letter ; and, invoice o {$750.00} to XXXX XXXX for electric on XX/XX/XXXX ( subcontractor not listed on the cost worksheet ) provide a copy of the invoice/evidence that this is the electrical contractor ( added to the cost worksheet ) o {$22000.00} to XXXX XXXX  on XX/XX/XXXX ( nothing listed on the cost worksheet under this category ) unable to give credit for this as there is no itemization noted on the cost worksheet for concrete work Other requirements noted are as follows : Provide a written explanation of the following inquiries noted on your credit report including if any credit was established : XXXX XX/XX/XXXX. If credit was established, please provide a statement showing the current balance and payment. email reply is acceptable Please provide most recent mortgage statement \" no older than 30 days from Closing '' verifying no late payments within 30 days of closing date ( XXXX ) showing due for the XX/XX/XXXX payment XXXX-provide a written statement from your landlord documenting your rent amount and the most recent 12-month payment history. \nXXXXProvide a letter explaining the reason your income decreased from XXXX ( {$46000.00} ) to XXXX ( {$36000.00} ) for XXXX INNOCENT with XXXX XXXX. email reply acceptable XXXX -PROVIDE XXXX TAX RETURNS ( to gross up Social Security income ) Provide signature pages of all tax returns for both borrowers ( first 2 pages ) Please plan to address these items no later than Friday, XX/XX/XXXX. You may reply by email for some ; and, upload the others to the document portal.\n\nPlease let us know if you have any questions. \n\nAppreciated! \n\n( A call was place to XXXX for more info, we were now feeling like we were not being taken seriously, first they had al the builders information back in XXXX when requested and no one ever once said anything about needing to be licensed in the state of Massachusetts and for at least 2 years. We had at that moment found that out through XXXX after being dragged around this entire process. It is like they were finding any reason the to give us the loan. The closer we got to XX/XX/XXXX our original closing date, the more they pushed back and found everything under the sun to provent it from happening. In this email right here XXXX XXXX is making up the fact the my husbands father gifted us money. He is not even part of this loan. She assumed that because I had my mother co-signing that his father was helping too? It is like they were coming up with anything to prevent us from getting he loan. Or any information regarding the product. ) XX/XX/XXXX @ XXXX husband replies Thank you for the update. I have a couple clarifying questions about the gift letter, all the checks were written for labor and materials for the project they were not gifts. \n\nXX/XX/XXXX @ XXXX I also replied Im think there is some confusion here, there is no father on this loan application. Those funds came out of XXXX and Is HELOC account, which is going to be paid off through the loan at closing. \n\nXX/XX/XXXX XXXX XXXX XXXX Builder 's risk requirements : Borrower 's full name Borrower 's full property address Loan number Premium amount Must be paid prior to or at closing.\n\no If borrower paid, we need a paid receipt or invoice to collect at closing. \no If builder paid, we need proof the premium has been paid, the policy is in effect and the policy number. We do not have to know the premium amount. \no If we can't get the builder paid XXXX premium amount the borrower can provide a post construction HOI quote and that will be used for DTI purposes. Coverage will need to be based on the estimated cost new on appraisal.\n\nDeductible Coverage dates effective one-year policy and dates must be on or before the expected closing date Coverage amount At least the loan amount/cost to build ( as of mm email dated XXXX ) Evidence of wind and hail coverage only applicable if subject property is in NC/SC/FL Must state somewhere on the certificate/declarations page that it is a builder 's risk policy or that the property is under construction. If it states \" Under Construction '' it also needs to specify that they cover the contractor 's equipment and materials as well as the house while under construction. \nTD Mortgagee Clause : TD Bank, NA XXXX XXXX XXXX XXXX XXXX, OH XXXX XX/XX/XXXX @ XXXX My mother emailed her paperwork and replied Please find attached my signed taxed for XXXX. Also attached is my rental ledger for the year confirming what I paid. \n\n( We were on the phone back and forth with XXXX XXXX trying to correct the our builders license situation, we were able to find a licensed builder through him and submit his paperwork quickly to qualify for the loan. We were also advised by XXXX to not change anything in the previous contract and that everything needed to remain the same, so we didnt have to repeat the process. ) XX/XX/XXXX @ XXXX My mother emailed I have submitted my taxes information last week. I also explained the my pay decreased because I work XXXX per week, not XXXX, as I did before. I will resubmit my taxes again. Thank you, XX/XX/XXXX @ XXXX My husband replied I just uploaded the paper work you needed from XXXX XXXX XXXX XXXX let us know if you need anything else. \nXX/XX/XXXX @ XXXX XXXX XXXX Thanks! I'll take a look ; and, let you know. \n( At this point we have been on contact with XXXX by phone and she was explaining to us that at this time out rate lock would be expiring the following Tuesday and that we she would let XXXX XXXX know and that we should contact her that day to ensure to put in for a rate lock extension and that there would be a fee. I immediately told her that I would not be paying that fee because we were very prompt in getting our paperwork in and that most of the delays could have been prevented on their end. ) XX/XX/XXXX @ XXXX I emailed I hope you had a great long weekend, per our conversations with XXXX our rate lock is expiring today and we would need to do an extension, can you help us with that please? \nThanks so much! \n\n\nXX/XX/XXXX @ XXXX XXXX XXXX Yes, I will be extending and will let you know once it is completed. \nThank you, XX/XX/XXXX @ XXXX XXXX XXXX XXXX rate lock has been extended. \n\nXX/XX/XXXX @ XXXX My husband Good afternoon, I just wanted to check back in before the weekend to see if you '' ll got all the forms you needed and if there was an update on a closing date? \n\nXX/XX/XXXX @ XXXX XXXX XXXX XXXX Thank you for your email. At this time, it looks like we are still waiting on the title work to come back and I dont think I saw the below from XXXX XXXX last email : Here is a list of items needed from your new GC : Copy of MA GC license Evidence GC has been in this line of business for 2+ years ( may reflect on the license ) Completed/Signed/Dated XXXX Certificate of Liability to include : o Description of Operations to reflect : XXXX XXXX XXXX XXXX XXXX, XXXX, MA XXXX # XXXX o Certificate Holder to reflect : XXXX. Bank, XXXX, XXXX, XXXX XXXX XXXX, XXXX, OH XXXX Evidence of Workman 's Comp insurance ; or, evidence of exemption Have those been sent? \n\nXX/XX/XXXX @ XXXX I emailed- Yes they have all been submitted last Thursday I believe. The title work should have been in I spoke to the attorneys almost 2 weeks ago and they said that the title work was never originally ordered back in XXXX and that it would only take a few days to come in and it has been well over a few days. Please let us know if youd like for us to reach out to them. Thanks a bunch! \n\n( Title was never ordered as they said back in XXXX per the Closing Attorney, which is another delay by the bank. ) XX/XX/XXXX @ XXXX XXXX XXXX Looking back on my emails the last email I have from XXXX at the title company is from XX/XX/XXXX. She asked XXXX for owner of record information and we havent r","date_sent_to_company":"2022-07-27T18:27:31.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"023XX","tags":null,"has_narrative":true,"complaint_id":"5817685","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2022-07-27T17:50:37.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["( We were call inbetween this time to get updates to see if they needed anything else from us ) XX/XX/XXXX @ XXXX XXXX XXXX- According to my list, the only items I am <em>missing</em> for the file are the Plans and Specs. 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