{"took":201,"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":"2778268","_score":22.320183,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear friends! \nPLEASE HELP ME GET THIS GO VIRAL! PLEASE SHARE!!! This happened to me and I dont want it to happen to anybody else! \n\nI have been trying to reach out to # BankofAmerica to help me resolve this problem but nobody cares! On XX/XX/XXXX, 2017 I went to deposit {$3300.00} cash in an atm right outside the bank in XXXX XXXX, Texas. ( All {$100.00} bills so I was following all of their rules of how to use ATM right ). The machine took my money counted it, spit back out {$300.00} bills one of which was stuck so I was only able to take {$200.00} out and then its sucked the other bill in and the machine went back to the home screen. It never deposited the money on my account so I went inside the bank I told them about what happened, however they didnt even shut down the machine! they just said that they cant help me and gave me a phone number to call and told me to make a claim. \n\nI did as I was told and both times I called about my claim it was denied and all I was told was that there was no extra money found in the ATM machine. {$3100.00} was never deposited into my account. I spoke to managers of the claims department who refused to give me his full name ( I just know its XXXX ) or contact information of anyone higher than him in the corporate office. I tried to get a hold of someone through social media, her name was XXXX and she told me that nothing could be done and they wont give me contact information of anyone higher. \n\nI went to police who in the end said that they wont be reviewing the footage because its too long and they just believed the bank investigators who are saying there is no video footage that proves that ATM machine messed up and that I put that money in at all! On video its hard to see what exactly happened when I was there. And the footage was too long for them to watch to double check if the ATM spit that money out at some point later. Apparently their cameras are not there for customer protection, they are just props that are not functioning. Manager said if anything went wrong on the machine it would have shut down on its own, but it didnt!! It malfunctioned and no one would admit it. Certain steps should have been taken right away and other people shouldnt have been let use the ATM until it was checked. \n\nSomeone stole my money and I dont know what else I can do and who else I can reach out to since even police refused to dig deeper. This money didnt just disappear in thin air. It could have been people behind me or ATM workers or the Bank itself that has my money. \n\nI am warning all # BankofAmerica customers!! Your bank does not care about you and will not help you XXXX forbid something like this happens to you! Machines break and I understand that but # BankofAmerica said they didnt even send anyone out to look at it when it happened they only looked at the transactions form the malfunctioned machine from their office which obviously didnt show any malfunction on their end. \n\nI would have never gone so far and go to police and post this on social media if I was lying! If anyone can help me with advice or any information on how I can get my money back please do! These were all the savings I had and I had to work very hard to earn it. I can not afford an attorney and I dont know all laws that well but a lot of things went wrong in this situation.","date_sent_to_company":"2018-01-10T06:06:44.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"77539","tags":null,"has_narrative":true,"complaint_id":"2778268","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-01-10T05:51:11.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Someone stole my <em>money</em> and I dont know what <em>else</em> I can do and who <em>else</em> I can reach out to since even police refused to dig deeper. This <em>money</em> didnt just disappear in thin air. It <em>could</em> <em>have</em> been people behind me or ATM workers or the Bank itself that has my <em>money</em>. \n\nI am warning all # BankofAmerica customers!! Your bank does not care about you and will not help you XXXX forbid something like this happens to you!"]},"sort":[22.320183,"2778268"]},{"_index":"complaint-public-v1","_id":"5322137","_score":18.004543,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I began being on hold with my cell phone at 45 % it is currently at 6 % and typically they hang up on me or my battery will die prior to getting any service I have been on hold now for over XXXX Minutes and I have check payday loans that I have to her and I have a house note that I have to pay housing I have electricity yet I have to have medically I have water that I have to pay I have groceries that I have to pay and if I don't pay a payday loan they charge me extra if I don't pay my house note they charge me extra and the whole point of being on social security for all those basic that I just meant that you're on a fixed budget these people can not afford to mess up what do not look forward to take the longest break possible because it's inhumane treatment. Is malfeasance in office. It's a failure for duty to care. I have filled out this Consumer Protection Bureau report wow I have been on hold wish they have a general time frame on how long it even takes to complete this form. I have been on hold and abusively mystery by Direct Express. If I'm unable to use my card and I can not pay for food housing Transportation water electricity payday loans then it appears that I'm committing a crime and I am not. It is bad enough that they have already released all mentally ill people and all expiring from the prison that have signed me up for checks all over the United States and I have not signed up for a checking account but they write me up for checking accounts and credit union account and I have never signed up for such. So now by a legitimate business and without any other body out nobody else to help me nobody else to give me money nobody else to pay my bills no saying you could have a savings for such mishaps with the federal government from their bad contractual service and I believe that they the Gators against on this because they're causing harm and it can make me homeless it can make me XXXX it can make me suffer in pain from having not having access to my friends. Security of having to answer all three questions in my PIN number I text me an address every account that I can have because their stuff has all my information. Because of government is hiring such people as well it's a security risk. It's bad enough when you walk into a store they can read your card when you go to the double doors and there's no security either so I need help can't get any money I can't go to the welfare office because it meant to say you have money on your card. XXXX. Direct Express XXXX Direct Express is a service market for the US Department of Treasury to Comerica Bank however it is a independent business add the treasury explain to me with no competitors. I have {$20.00} or more missing off of my card sometimes sometimes up to {$100.00} for {$200.00} I'll add my complaint and when I make my complaint they mail it back later checking into it and stated that was as a result I got my refund just because they took the complaint and gave me a notice that they had received it. Today is XX/XX/2022 and I was on hold XX/XX/XXXX for XXXX hours and on XX/XX/2022 and then on hold for her they say minimum of XXXX minutes and I'm still on hold. The problem is that they when they confirm I called when the staff answers they ask for my card number they ask for my PIN number and I am not able to use my pain I feel like it is a breach of security for them to ask me my PIN number which defeats the whole purpose of security and violate my privacy. They also when they send me a new card like the card for this month I'm just unable to use it I have to call them to tell them my PIN number to register it and it's not because the car is not working they have always been like this. They transferred my card from the other initial card number telephone number and I am a healthy mentally and emotionally person I have a physical injury and other people that I know that have physical XXXX we were all on one card and they separated my card and they were not supposed to. Don't let it ruin the issue is they asked me for my PIN number on calling in to talk about whatever number to the issue is when I get a new card the tell me to call them to register a new number and I lost my card and don't let me use it if it's problem number XXXX and tell me to call them to give them my PIN number it is not a hacker is that you direct express staff. Number for as a result I have been having a problem with him and I'm not able to withdraw money to eat to have transportation heat water electricity and to pay my bills and I have no other source of income due to my health and I have a check payday rooms and stuff like that and how do you pay for and they don't answer the phone line it seems that your attitude is your unemployed and unemployable anyway so we'll make you wait from XXXX minutes to a few hours and then often time I had to call right back for the same issue for it has not been handled. I already called them on this issue she said she reset my card and that I should be able to punch in a PIN number and use my card and I'm not able to. For the fact that they have so many people using my voice change where they can change their voice different dialects your people rate in the XXXX that are scamming people for their cars and I have a problem with this that no one 's doing anything about it to just type the FDIC or the FCC dispose listen to radio Transmissions is not paying attention to those people that are using software to change your voice is in the XXXX. XXXX problems","date_sent_to_company":"2022-03-14T22:52:21.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"48197","tags":null,"has_narrative":true,"complaint_id":"5322137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Comerica","date_received":"2022-03-14T22:27:33.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using the card to withdraw money from an ATM"},"highlight":{"complaint_what_happened":["So now by a legitimate business and without any other body out <em>nobody</em> <em>else</em> to help me <em>nobody</em> <em>else</em> to <em>give</em> me <em>money</em> <em>nobody</em> <em>else</em> to pay my <em>bills</em> no <em>saying</em> you <em>could</em> <em>have</em> a savings for such mishaps with the federal government from their bad contractual service and I believe that they the Gators against on this because they're causing harm and it can make me homeless it can make me XXXX it can make me suffer in pain from <em>having</em> not <em>having</em> access to my friends."],"sub_issue":["Problem using the card to withdraw <em>money</em> from an ATM"]},"sort":[18.004543,"5322137"]},{"_index":"complaint-public-v1","_id":"6561483","_score":17.381859,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX I booked a home Iowa through XXXX for XXXX XXXX through XXXX XXXX in all the home was XXXX but at the time I only paid XXXX until my next payment which would of been in XXXX, I was going to Iowa for work but days after that I didnt have to go to Iowa because my contract got cancelled on XXXX XXXX I tried to talk to the host about my situation and asked can I get my money back since I wasnt no longer coming but the host didnt want to agree to giving me all my money she stated she was going by her policy which I didnt worry about it at the time of booking because I didnt think my contract would get canceled and I was trying to get somewhere to stay before it was to late so she wanted me to sign a cancellation policy and only give me back XXXX but I didnt and wasnt going to agree with that so I didnt sign anything, after that I didnt hear anything else from the host, I then called Airbnb and let them know what happened they also tried to talk to the host she also told them the same thing, they continue to talk to her thats when the host told Airbnb she would do 50 % if I signed the cancellation policy I didnt agree again and I didnt sign because I felt like if I did I was agreeing to what the host was saying and Im constantly telling Airbnb it wasnt fair because Im no longer going to the property and I let them know as soon as I got the information, whatever was going on or said with the host Airbnb had to deliver the message, this situation went on and on, after I seen nothing was getting resolved so I stopped responding to Airbnb, I then got my bank involved ( Wells Fargo ) and let them know what happened , I let them know I had messages phone calls everything they would need to help me, I would call the bank every other day to ask if they needed any information from me everyone I talked to stated not at the moment if we do we would let you know, the only reason I continue to call the bank every other day is because this happened to me before and they didnt get any information from me they just took my money off my card ( Wells Fargo ), after I got my money back from the bank it didnt stop there every other day Airbnb would try to get money off my card it got to the point I had to call Wells Fargo and let them know and ask what I needed to do, they said they put alert on my card so Airbnb cant get my money and also told me to get a new card or lock my card, I later get a letter in mail from Wells Fargo saying my claim was about to close I called to see what was going on and they told me I canceled my claim, Im so confused and dont know what they was talking about because I havent spoken to anyone from the bank and I had to let them know that I didnt call to cancel anything I completely didnt understand nor know anything they were talking about so all that was noted ( at least thats what they told me ) I stated again did I need to send or do anything I was told no again, I didnt hear anything else so Im thinking everything is over with. On XXXX XXXX I get a alert to my phone saying my Wells Fargo account was XXXX, I checked my account they took XXXX out my account and had me in the negative, then I get a letter in mail saying they were going to get back the XXXX because I didnt send the information they asked for ( KEEP IN MIND I HAVENT SPOKEN TO ANYONE FROM WELLS FARGO SINCE I REPORTED ABOUT THE CANCELLATION NOTICE I GOT ) I called and everyone I spoke with told me to call Airbnb , I called Airbnb they didnt have a clue to what I was talking about so I called Wells Fargo back and they would tell me to call Airbnb this went on like 7 or 8 times, Wells Fargo finally told me that they had to go by the evidence the merchant sent them and I stated what about me nobody asked for any information from me and how could they go by what the merchant said and sent them when Im there customer and been with them for a while, why do they always do this to me I also stated what was they there for, they took all my money and bill money at that and put my account in the negative its not right or fair, Im guessing they getting upset and tired of me and said Airbnb sent a contract to them, I called Airbnb back they stated again they didnt know what I was talking about, I called Wells Fargo back for the last time a they forwarded me to a guy, Im guessing hes the manager he was very nonchalant, didnt have a care for anything I had to say, didnt even care about me!! And stated that was their final decision and it was out of their hands Im very disappointed because this has happened to me twice, and I would let anyone know to stay away from Wells Fargo and I just want my money back so I can get away from them also. Thank you","date_sent_to_company":"2023-02-11T06:28:29.000Z","issue":"Problem caused by your funds being low","sub_product":"Checking account","zip_code":"398XX","tags":null,"has_narrative":true,"complaint_id":"6561483","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-02-11T04:22:38.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Non-sufficient funds and associated fees"},"highlight":{"complaint_what_happened":["I was talking about so I called Wells Fargo back and they would tell me to call Airbnb this went on like 7 or 8 times, Wells Fargo finally told me that they had to go by the evidence the merchant sent them and I stated what about me <em>nobody</em> asked for any information from me and how <em>could</em> they go by what the merchant said and sent them when Im there customer and been with them for a while, why do they always do this to me I also stated what was they there for, they took all my <em>money</em> and <em>bill</em> <em>money</em>"]},"sort":[17.381859,"6561483"]},{"_index":"complaint-public-v1","_id":"4151137","_score":17.222685,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX made an unauthorized ACH debit to my PNC Bank checking account ending in # XXXX in the amount of {$380.00} back on XX/XX/2020. The following day, XX/XX/2020 I informed my bank relationship manager at PNC Bank, Mr. XXXX XXXX of the unauthorized debit. I also called XXXX XXXX but could not get through to a human being until XX/XX/2020, at which time I spoke with someone in billing who could not figure out why my bank account was charged the {$380.00} ( it is completely unrelated to us ). She said they would be crediting my account but it might take a week or two. I let it go, assuming the credit would come back into my checking account. Turns out it never did, and then on XX/XX/2020 they did the same thing again and took another {$190.00} out of the same account, also completely unauthorized by me. ( We do not have any business directly with XXXX XXXX by the way ; nothing at all. ) I brought it up again with Mr. XXXX, and at that point I again asked PNC to formally dispute the new charge as well as the old one. He recommended I try calling XXXX XXXX again. \nAfter numerous attempts, in early XXXX I finally got through to a person at XXXX XXXX ( took hours of time on hold and going through automated menus ), but I finally got through to XXXX ( Employee ID # XXXX ) case ID # XXXX. XXXX confirmed she identified both of the unauthorized ACH debits they took from my PNC checking account, and agreed those were not charges that should have been taken out, as they applied to some other company that apparently gave them my bank account number. She said since she identified the client that should have been billed and saw they used an improper bank account number, XXXX XXXX would fix this and would definitely credit back my PNC checking account XXXX. She said it might take 3-5 business days but that it would definitely be done. I waited another week, did not see any credit, but instead received a letter from PNC Bank saying they would not be crediting my account because after \" investigating '' they found \" no error occurred ''. I immediately tried calling Mr. XXXX, who did not answer, so I emailed him. He responded that I can just ignore that letter as he looked into it, and XXXX XXXX was supposed to be crediting my account, so everything will be fine. So I waited another couple of weeks, still no credit. So I wrote Mr. XXXX at PNC again, but no answer. So I wrote him again a few days later, but still no answer. This morning I called XXXX XXXX and after almost an hour got through to a human, someone named XXXX who escalated me after a 20 minute hold to someone named XXXX, a manager in Resolutions ( Employee ID # XXXX ). XXXX looked up the issue, found the unauthorized ACH debits from my PNC account, admitted that those were taken out of my bank account for someone else 's utility account, but despite that, she told me they will not be refunding my money. She said they never refund money, ever. It must be done through a bank dispute, according to XXXX. I pleaded with her because we did file a dispute with PNC Bank but she said all I could do would be to complain to PNC Bank. She said again XXXX XXXX will not be giving me my money back. ( This was the first time anyone form XXXX XXXX said any such thing ). I called PNC once again, got through to someone in Customer Service named \" XXXX '', who looked it up and said that PNC Bank will not do anything to get my money back \" because by now it has been more than 60 days since the unauthorized debit ''. Obviously this is grossly unfair. Nobody at PNC Bank until today, more than 4 months after the unauthorized ACH debit, ever told me anything about a 60 day rule. If they had, I would have been persisting in disputing and following up on the dispute in XXXX and XXXX. To the contrary, PNC originally ( and many times thereafter ) told me not to worry, it would be fine. Only now are they saying they will not address it because it has been more than 60 days.","date_sent_to_company":"2021-02-19T16:17:57.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"07869","tags":null,"has_narrative":true,"complaint_id":"4151137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2021-02-19T15:10:24.000Z","state":"NJ","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["XXXX looked up the issue, found the unauthorized ACH debits from my PNC account, admitted that those were taken out of my bank account for someone <em>else</em> 's utility account, but despite that, she told me they will not be refunding my <em>money</em>. She said they never refund <em>money</em>, ever. It must be done through a bank dispute, according to XXXX. I pleaded with her because we did file a dispute with PNC Bank but she said all I <em>could</em> do would be to complain to PNC Bank."]},"sort":[17.222685,"4151137"]},{"_index":"complaint-public-v1","_id":"3338017","_score":17.190157,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been a member with Chase bank almost a year, they forced me to open an account with them due to a organization that helped me with my daughters funeral arrangement last year. The amount was XXXX so I took it to the bank that the organization banked with. They told me unless I was a member they told me that unless I go to that organization and get {$3000.00} turn into two checks they were not going to be able to help me so .... I opened the account reluctantly but I stay there because I knew it was a good bank. I recently open a business and they put on my account that they were offering me a line of credit, a credit card, or a loan. they only do that when they feel that you are qualified to receive these items. So I apply for credit card that they were going to approve me for and it because they would check and my balance was low and I had no idea that it was below the balance they denied me. when I called the reconsideration line I explain he explained to me that it was because I had a negative balance and I told him there was no way. Upon looking further I find that XXXX I had placed on the XXXX to stop a payment in the company from pulling any more money out of my account was not done properly by Chase Bank so they fix the problem and the same guy who told me what the problem was told me to call them back as soon as they fix the problem so they can help me. Apartments fixing the problem I called back and they found more reasons that they could not approve my application stating that I had a account from XXXX XXXX XXXX that I've already filed a complaint with y'all for. Now after I spoke to that guy and he was being very rude I asked to speak to a supervisor. I questioned him about the bee products that were offered to me on my account that they had presented to me for being such a good client and member. When I told him about this he told me they did not have it on there. that is not true. When I look backat the offer that they produced to me they had taken it off of my page as if it was never there and placed a pig with some coins saying that if I hustled members to come to them I can receive up to {$220.00} and that's all they had for me. This is not only a slap in the face but a complete insult when speaking to the supervisor of overriding it would first name was XXXX, he said that they had never placed any offers up there and that my account was too new and I said you would have possibly you would know that before you place the offer there at that time he was helping XXXX which was the one who took it off cover this up and said that no one updated anything. he asked.he asked me what did I want him to do I said to reconsider the fact that your first agent told me what to do I did it and you still are refusing to give me a line of credit I have a business to run I trust y'all I have banked with y'all and y'all have let me down repeatedly I have been an overdraft so many times for them letting something go through that I told them not to. when asked why did they let certain items like a light bill and inbox loans and several others go through their simple explanation was because you are a valued customer. so I stated if I'm such a valued customer and you trust me enough to let items go through because you know I'm going to pay them, then why are you not trusting me with a line of credit I don't have credit nor do I have working capital and if I can't go to my own bank to receive some help then where is it that I am supposed to start to obtain any type of credit, if I can't get help from the peace people that I bank with. I own a business now and I would like for them to stand by their word instead of covering things up and I need them to give me the line of credit that they told me I could any phone record or pulling up of my bank statements will show that they did offer me credit XXXX run my credit 5 or 6 times running my credit score to the floor then deny me. They absolutely weighted to say that I was in default when I applied and each time it was through no fault of my own it was chase that allows something I specifically told them not to go through. I asked to speak to XXXX 's manager and he said that there was nobody above him that I could speak to, so he refused to give me anybody else 's number and I asked him was he the president because I know that he has to answer to somebody. but he stated that he was the head of the overriding of Chase and no matter if I spoke to someone else the denial will still be the same because that's just what he said and I guess nobody was going to override what he said I am highly insulted and I want them to change the decision because I plan on taking a legal matter if I can't come to a resolution or in get the credit that they absolutely offered me","date_sent_to_company":"2019-08-12T20:40:54.000Z","issue":"Problem caused by your funds being low","sub_product":"Other banking product or service","zip_code":"77566","tags":null,"has_narrative":true,"complaint_id":"3338017","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-08-12T20:12:33.000Z","state":"TX","company_public_response":null,"sub_issue":"Overdrafts and overdraft fees"},"highlight":{"complaint_what_happened":["I asked to speak to XXXX 's manager and he said that there was <em>nobody</em> above him that I <em>could</em> speak to, so he refused to <em>give</em> me anybody <em>else</em> 's number and I asked him was he the president because I know that he has to answer to somebody. but he stated that he was the head of the overriding of Chase and no matter if I spoke to someone <em>else</em> the denial will still be the same because that's just what he said and I guess <em>nobody</em> was going to override what he said I am highly insulted and I want them to"]},"sort":[17.190157,"3338017"]},{"_index":"complaint-public-v1","_id":"6040867","_score":17.002443,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had a checking account with synovus for 4 years never had any problems until XXXX of XXXX when my husband had his unemployment funds transferred to my account. The bank froze the account for 4 months starting on XX/XX/XXXX i never received anything from them telling me that my account was frozen or why or what i could do to help the matter nothing my bills started getting returned and i was unable to use my debit card even though the money was in there so i went to the branch and inquired but was told nothing literally nothing except that they didnt know what was going on for me to come back in a few days and there would probably be something in the file they could help me then i did return 3 times and still nothing the same day it was frozen i had a transfer that was supposed to go through for XXXX XXXX dollars from my husbands bank account that was obviously declined according to emails recieved from synovus but no explanation as to why so i inquired with the bank about it and was told i would have to wait until my account issues were straightened for any help or andwers so this went on until XX/XX/XXXX when i finally recieved a letter telling me that my account was being closed and i would received a check for the remaining funds in the account and that was it. I got a check for {$10.00} a week later but my account had more than XXXX XXXX in it when it was frozen so i looked at the app which i could access and saw that they had sent all the unemployment deposits back leaving the {$10.00} balance even though nobody had ever said anything to me or my husband about it. I was able to recover that money thankfully well my husband was but the XXXXXXXX XXXX  transfer was not returned so i went to the bank and was repeatedly told nothing or that the transfer did not exist even though i provided emails from synovus with tracking number ( i was told they could not use that to locate the deposit ) and the bank statements from my husbands bank showing the transfer to synovus with the account number ( matching mine ) that it was transferred to. Finally in XXXX of XXXX a branch manager accused me of trying to defraud them saying the transfer did not exist and that the emails were fake i was more than upset obviously but i continued to try and get answers i have now visited every branch locally more than once and exhausted all my options i have never had anything like this happen and do not know what to do i thought i could trust my bank with my money i was raised to believe that and now i will not put even a XXXX  in the bank unless i am immediately using it to pay for something not only has the action of the bank shocked me but the treatment ive recieved trying to get answers has as well the manager accusing me of fraud said all she could do for me was provide me with my bank statements for the year of XXXX so i said please i would appreciate it and upon reviewing them i noticed that in fact theres no record of the transaction at all but i also noticed that in XX/XX/XXXX almost a whole month after my account was put in frozen status a withdrawal was made by synovus from my husbands account for XXXX dollars which shocked me since i was unable to use the account for anything and my bill payments were even being returned and it was not listed on my statement but again only on my husbands bank statements showing it went to synovus and the account number that matches my account so why was this able to go through and why since i did not do it? I have again tried to get answers with no luck synovus has not only changed my entire opinion about trusting the banking system thanks to this awful experience but has stolen {$11000.00} from me and then accused me of deceit and theft among other things and they have done all this during a pandemic i have XXXX children to take cAre of and my husband was out of work and yet they have taken the little help we were able to get and never attempted to explain what i did wrong to have my account frozen or closed and i cant even get another bank account due to whatever was wrote from them Im assuming since ive never had a problem before this and i have not done anything to warrant being unable to find someone willing to give me a bank account im just clueless shocked and do not understand. I mean where do u go for help when your bank steals and lies to you? What do i tell the companies i owe money to for my bills? Please help me get my money back and hold them accountable so this doesnt happen to anyone else thanks!","date_sent_to_company":"2022-10-02T18:03:26.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"31909","tags":null,"has_narrative":true,"complaint_id":"6040867","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Synovus Bank","date_received":"2022-10-02T17:14:14.000Z","state":"GA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["What do i tell the companies i owe <em>money</em> to for my <em>bills</em>? Please help me get my <em>money</em> back and hold them accountable so this doesnt happen to anyone <em>else</em> thanks!"]},"sort":[17.002443,"6040867"]},{"_index":"complaint-public-v1","_id":"7824689","_score":16.99886,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been with Wells Fargo since 1996. My husband always made great money and received regular direct deposits. We also had a mortgage and car loan through WF and never made a late payment. About 13 months ago, my husband who is also on the account XXXX XXXX, leaving me in debt. So I have struggled to keep up. Recently, I have been ill and have no health insurance. Social security told me to come back in 8 years when I am XXXX. AZ state is out of funds to help it's residents with rent. I got behind on my rent and was told I would be evicted if I didn't catch up by XX/XX/XXXX. So the only thing I could do was sell my car. XXXX bought it for {$10000.00} and gave me a bank draft saying the funds were guaranteed with a draft. I deposited the check in an ATM and was sent an email that at least half would be available immediately. That wasn't true, so I called several Wells Fargo branches, corporate and the customer service numbers. I talked to about 8 people who all said they couldn't verify funds from check writer. So, I called XXXX customer service and their corporate office and C.E.O. They all said that everything was good on their end and told WF to put the check through asap. but WF said they need to wait now 7 to 10 business days! I deposited this check on XX/XX/XXXX. They're telling me it won't be available for 2 weekends. Maybe the XXXX. I told them I am behind on bills and rent and that's why I sold my car! Now you guys are going to hold the funds, which they never explained why? Nobody can give me a straight answer. In the meantime, my utilities are getting shut off and I am being evicted. I don't even have a car anymore. I have an XXXX XXXX XXXX daughter with XXXX and 2 dogs that are sick. I just had to put one down. We can't even get our dogs medicine! I have sold almost everything this past year just to stay afloat. We have nothing left. We've lost everything. This was our only hope and WF is torturing us by holding it. Their own rules say this is unacceptable and that 2 business days max when the writer and recipient both bank with WF. There is no good reason to hold like this. We have been through an unbelievable amount of heartache and XXXX. Our only reprieve was the sale of my car and WF kills it. We are done because of them. Things I paid are hitting the bank and now it's negative, they've sent payments back and now those accounts won't accept payment other than cash and I have no car to get it to them. WF is now going to charge overdraft fees and more for their own mess up. I've done nothing wrong and I feel like a common criminal. \nI need this draft to post asap or I want my check back and I'll go elsewhere to open a new account with another bank. 27 years of standing by their crooked side and this is the thanks we get. \nNobody could possibly know the nightmares I live every single day. I have XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX  XXXX, etc. Everyday. I have XXXX XXXX XXXX  and can barely XXXX. My XXXX XXXX XXXX XXXX and the pain is excruciating. I have no family or anywhere to go. All of this because of Wells Fargo. \nPlease, please help. I don't know what else to do.","date_sent_to_company":"2023-11-08T13:02:29.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"850XX","tags":null,"has_narrative":true,"complaint_id":"7824689","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-11-08T12:43:42.000Z","state":"AZ","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>Nobody</em> <em>could</em> possibly know the nightmares I live every single day. I <em>have</em> XXXX, XXXX, XXXXXXXX XXXX XXXX XXXX  XXXX, etc. Everyday. I <em>have</em> XXXX XXXX XXXX  and can barely XXXX. My XXXX XXXX XXXX XXXX and the pain is excruciating. I <em>have</em> no family or anywhere to go. All of this because of Wells Fargo. \nPlease, please help. I don't know what <em>else</em> to do."]},"sort":[16.99886,"7824689"]},{"_index":"complaint-public-v1","_id":"3814658","_score":16.530422,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Global lending services has been giving me inaccurate information, as well as reporting incorrectly to the credit bureaus. This started back in XXXX when Covid-19 emerged and I was having more difficulty paying my bills due to being late off for a short time and my spouse losing his job completely. I contacted Global Lending Service to see if they could help me since most lenders were offering assistance to those affected by Covid-19. I was told that I was able to defer 1 month ( XXXX ) but there was no other assistance available except an extension. I asked the representative if I was to get the extension would it report late on my credit, he advised it would. The representative told me to do what I could, and borrow the money if I had to to make sure the payment was is on or by the XXXX of the month so it would not report late on my credit. I made sure my payments were made by the XXXX for the following months by borrowing and selling items to come up with the money. \n\nIn XXXX I received an alert from XXXX that I was marked late 30 days for XXXX. I disputed this through the bureau and this came back updated and the late payment for XXXX was removed, and they reported XXXX on time so I thought everything was fine. Recently due to my financial situation from being off work for several months and my spouse losing his job, I applied to refinance my home to lower my interest and payoff some credit cards, including this auto loan to reduce my monthly payments. I was notified by my lender that I was marked late for my auto loan 30 days for the month of XXXX. She advised if this was not updated that I would not qualify to refinance my home. \n\nThe past two weeks I have been in touch with Global Lending Services trying to get this updated correctly with no type of resolution. They are saying that I was 31 days late since my payment was paid on the XXXX. But when I called customer service to verify they said it was only 29 days and I should have not been marked late. I requested a dispute with the credit department two weeks ago and they came back and said they would not assist me in removing this late payment. I called back on Monday XX/XX/XXXX, and the lady advised me that a woman ( XXXX ) in the dispute department added notes in the system and she would request for XXXX or someone in that department to call me within 48 hours. I then called again today XX/XX/XXXX because I never received a call and spoke to the first representative and he said he only shows the payment was 29 days past due but he needed to transfer me to someone else. I was transferred to XXXX and was told that the credit department does not speak with customers and nobody would be calling me. He said unfortunately there is nothing we can do, and even advised that there defiantly needs to be some more training in that department since I have gotten so many different answers. \n\nGlobal Lending service has provided me inaccurate information resulting in my credit file being negatively impacted and preventing me from refinancing my home. These representatives are not giving me the correct information and I don't feel this should be negatively impacting me credit due to their lack of training and giving out false information to customers. If I am not able to get this removed and my credit report updated then this will be a downward trend and possibly cause me to lose my home and automobile. This auto loan was to be paid off at closing as well so I am unsure why they wouldn't want to correct this so they could get their entire loan paid in full. The business has not been very ethical with all of the inaccurate reporting and misleading information provided by their own customer service representatives. \n\nI have attached a copy of my payment history directly from Global Lending Service, as well as the dispute I filed with XXXX. You will see the dispute was to remove XXXX 's late payment, along with a copy of the updated results from my dispute showing XXXX and XXXX as paid. I have also attached my current report printed today XX/XX/XXXX showing that XXXX is now marked late again on my credit report.","date_sent_to_company":"2020-08-26T17:12:00.000Z","issue":"Incorrect information on your report","sub_product":"Loan","zip_code":"34747","tags":null,"has_narrative":true,"complaint_id":"3814658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Global Lending Services LLC","date_received":"2020-08-26T17:02:46.000Z","state":"FL","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Global lending services has been <em>giving</em> me inaccurate information, as well as reporting incorrectly to the credit bureaus. This started back in XXXX when Covid-19 emerged and I was <em>having</em> more difficulty paying my <em>bills</em> due to being late off for a short time and my spouse losing his job completely. I contacted Global Lending Service to see if they <em>could</em> help me since most lenders were offering assistance to those affected by Covid-19."]},"sort":[16.530422,"3814658"]},{"_index":"complaint-public-v1","_id":"7286871","_score":14.330874,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased a \" serve '' card from American Express. It was purchased on XX/XX/XXXX. I had temp card for one day then card was lost or stolen..I had already registered for a permanent card, so expected it to come at any time. It never came. It's a basic prepaid debit card, or I thought it I started trying to find out what the problem was about a week later. \nI started calling and have placed calls on the following dates XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XXXX calls XXXX XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls XX/XX/XXXX XXXX calls The dates with multiple calls are for various reasons. Usually I get hung up on because people can't hear me or don't want to be bothered with the work. I can't get agents to give me a name or location so I can follow up on this problem so I have to start from scratch each call. \n\nIt's very difficult for me to make phone calls..I XXXX XXXX XXXX XXXX  and can only whisper. So it's very difficult for others to hear me. I use messaging whenever possible to enable a more comfortable interaction for both parties. In my many many ssnd no means for this type of communication. I had many instances where I was hung up on. When I could, I tried to let someone else do the talking for me. But it's very difficult to have someone else explain a complex situation to someone who isn't interested in helping and doesn't want to do ANY work to resolve the situation. \n\nI called to report the temporary card missing, and to order a permanent card. It took HOURS before i could actually get a real person. \n\nI told her I'd registered the temporary card and it had been lost..I ordered another permanent personalized card. 2 weeks had gone by and I still didn't have any card to use. I explained I was in dire need of these funds. I had serious problems that required i have this money to enable me to take care of our car having been towed, following its breaking down 50 miles from home.\n\nI was told there was NOTHING she could do. She said I could order a new card and that would take 5 or more days to arrive.\n\nI asked about the virtual card their website mentions that is given to new customers so that they can use the funds on the acct. I was told that was not an option for my account. There was nothing I could do no matter how dire my circumstances. So now my cars tow storage fees would be totally out of any range which might be affordable and enable me to get it out. I've lost my car now. Plus have a {$500.00} abandoned car fee assessed on my license.\n\nI told her i must.have my money. Couldn't a supervisor offer some solution? Supervisor only told me there was nothing they could do, no matter what. No options other than to order another card and wait another 5 days to one week for arrival of card. \n\nSo I ordered a replacement card My husband and i are XXXX, low income XXXXwe need our money. \n\nOur car got towed and could not retrieve it because we didn't have funds to get it following its being towed. \n\nAnother week went by and we still didn't get the personalized card which they say has been issued. \n\nEach time I call, I have to provide various personal information. Part of this is my physical address. This is also my mailing address. Each time I'm allowed to discuss acct because I have all correct information. \n\nI told them this time that I NEED access to my money. I now have no car, no money, no transportation and am 10 miles away from where I can buy even a bottle of water, make a phone call, buy food, anything. \n\nEach person I talk to when I express the dire need of my funds, just tells me there is nothing that can be done. \" im sorry '', seems to be their standard response to anything, then to tell you there is nothing they can do. I wonder whats the point of having customer service staff and supervisors when all they can do is tell you they're sorry butbyou can't have your money. There's nothing they can do to get it to you a resolution. \n\nI read on line that money could be sent to XXXX from these accounts in emergency situation. So i called about that..i was told because i never got the card, they were \" sorry but nothing they could do. I hadnt received the card, so I couldn't have the money sent to XXXX. Didn't matter if I had adequate documents showing it was me. Answer was no, im sorry. I didn't qualify for this service. I had to order card again and wait. So I did. \n\nCard never came so I called again. \n\nDuring this point in time. We'd had to go stay in a hotel for a couple of days. It's been 118 - 122 in the XXXX area. My home is about 50 miles away at a higher elevation, but it still has Bern 108 - 110. I live in an older mobile home, because we could purchase it outright, to keep things affordable since my husband and I are both XXXXXXXX XXXX XXXX. But we did not realize when we bought it, that the air conditioner and heating systems had been removed. I have a serious XXXX XXXX and he has many health issues which cause him pain and XXXX XXXX XXXX That's why we were staying in a hotel for a few days. \n\nI had enough to stay at hotel two nights. I had anticipated arrival of card on the day we left, and it was not in the mail. \n\nIt was about a week later, after no card came in the mail, I needed MY money. \n\nThe heat in our house was unbearable. About 110 to 120 inside old, poorly insulated mobile home. \n\nI needed another COUPLE of days at hotel, to give time for heat wave to pass. \n\nI called and explained situation. We had had stay at a hotel, our air conditioning wasn't functioning. It seemed to impossible to find any solution. I was told she was sorry but could do nothing. \n\nI worked all day to find a solution. All the serve company could offer is \" I'm sorry, there's nothing we can do ''. \n\nWe had to leave hotel, on foot because we hadn't been able to get our car out, in 118 weather. \n\nYesterday I called again after we got home. I thought perhaps this time the card would have arrived, but it had not. The response to my damemand that a way be found, to get my money to me, was that she was \" sorry but nothing WE could do ''. \n\nI explained that there MUST be a way to get MY MONEY. It was NOT believable that if a person was never able to use a debit card, thry were doomed to lose their money. I asked could she not overnight a card like one of the reps offered the day before when I called... I was told no.\n\nI asked for supervisor who told me there was nothing they could do. She asked me, did I want acct closed and a check mailed. I couldnt believe that response. I said if I did that, the check would never arrive, then I'd call and be told there was nothing they could do, and then id lose the money. It would be lost for good.\n\nI asked WHY every other company I deal with can manage to get my bills and correspondence to me. She didn't know. I pushed the issue and then she told me they'd had address wrong. I asked WHY, in about 20 calls which required I verbally provide my address, had nobody mentioned this. She didn't know. She said my address had not been verified so I have to send in proof that I get my mail at this address.\n\nIf I do that, another 2 weeks will go by. Then I'll be told it was not received and I have to do it again. I asked if I could email or upload documents to save time as it was an emergency situation and my circumstances were becoming more and more grim. \n\nShe said no, there was nothing she could do. I could only send mail. \n\nAt this point I have made about 20 +- calls. I can not get out of my home, my car is gone. I had to walk around taking busses in 120 weather because they refused to find a way to allow me to access my account. \n\nI need food and other items now and can't access the card. \n\nThey could offer a virtual card, they do that for some, they offer offer XXXX money transfers or could send money to my cash app, but they will do none for my account. \n\nThey have cost me my car. Prevented me from being safe, my well being has been comprimised because i had been unable to pay for hotel and forced to be outside walking to busses waiting for busses, it prevented me from being able to Stat at the hotel we were staying while waiting for this weather to subside. \n\nI called again and get the same response. \n\nI found, in a spam folder, this morning a message saying that they're unable to approve a \" serve card ''. Now, that was dared XX/XX/XXXX. Why has my money not been sent to me. Why hasn't anyone told me this? I am in a situation where {$200.00} makes a dumifference. It has cost me hundreds of dollars in losses, cost me in regards to my health and well being. \n\nI can get nothing other than people telling me there is nothing thry can do. \n\nI've mailed proof of my address being a valid functioning address, but I doubt this will improbmve the situation. \n\nI need my money now.. \n\nWhat can I do? \n\nThank you, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX AZ XXXX","date_sent_to_company":"2023-08-28T00:41:34.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"855XX","tags":"Older American","has_narrative":true,"complaint_id":"7286871","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-07-21T17:28:04.000Z","state":"AZ","company_public_response":null,"sub_issue":"Trouble getting, activating, or registering a card"},"highlight":{"complaint_what_happened":["When I <em>could</em>, I tried to let someone <em>else</em> do the talking for me. But it's very difficult to <em>have</em> someone <em>else</em> explain a complex situation to someone who isn't interested in helping and doesn't want to do ANY work to resolve the situation. \n\nI called to report the temporary card missing, and to order a permanent card. It took HOURS before i <em>could</em> actually get a real person."]},"sort":[14.330874,"7286871"]},{"_index":"complaint-public-v1","_id":"3740298","_score":14.057719,"_source":{"product":"Debt collection","complaint_what_happened":"I use bill pay through XXXX  XXXX XXXX to pay my creditors. The card Im having issues with is XXXX   through Synchrony Bank. \nBill pay is setup to automatically make payments of XXXX XXXX  monthly On the XXXX of each month. On XX/XX/2020 a payment was made to this account. On XX/XX/XXXX I got a notice of this payment being late. I immediately checked my bank account and it showed the {$40.00} had been paid. I called Synchrony and they said give a few days it might be processing slowly due to the pandemic. \nI checked back with them on XX/XX/XXXX because it still wasnt showing that it was credited. They told me to wait a couple of business days. \nXX/XX/XXXX it hadnt been credited so I called again. The person that day said they never received it. I told them they did they asked for the confirmation number on that transaction so I gave them the confirmation number. They said it should take a couple days before its credited. Nope! I call again and they said the confirmation doesnt prove anything. I call XXXX  XXXX XXXX we do 3 way call and whatever Synchrony asked for from XXXX XXXX XXXX they gave them. After a week and half of this back and forth some agent found the money credited to another account. The agent told me that once it transfers from that account to the XXXX XXXX be all set. Nope! I called several more times over the next week and half and they all said to wait for it to transfer theres no need to keep calling. Week 3, I made a call to find somebody willing to manually make the transfer and he asked me why the others had not done it? It took him a while but he did it while I was on the phone. He told me it should show up in the next few days as a credit. It did!! I decided at that point that I would pay off this card so I dont have to go through this again. I scheduled a final payment for XX/XX/XXXX in the amount of {$100.00}, the balance was {$100.00}. On XX/XX/XXXX the final payment hadnt been credited so I checked my bank account and saw the {$100.00} had been taken out on the XXXX of XXXX. So, I call Synchrony and they said give a couple business days and check back. I check my XXXX on XX/XX/XXXX and it still hasnt shown up. So, I call and they are now saying they didnt get it. I told them they did because it was taken out of my checking account. I asked them if they credited it to another account and they said they wouldnt do that. HUH! I told her that they did with my XX/XX/XXXX payment. So she told me that she would do some checking and Id hear back in 3-5 business days. I told her that by that time itll look like my payment will be late, on XX/XX/XXXX, and Ill be charged a late fee. She said that they will credit the late fees once the payment was credited. XX/XX/XXXX, I call and they are still saying they havent received it. I call XXXX XXXX XXXXXXXX and we do a 3-way call. The two representatives, one from my bank and the other at Synchrony, discuss this situation and the agent from Synchrony tells my bank that all they need is information showing the confirmation number, my account number the amount and date on XXXX XXXX   XXXX letterhead. My bank agent faxed the document while we were all still on the phone. Synchrony then told myself and my bank rep that it should be taken care of in 3-5 days. Nope! I called back on the XXXX of XXXX to find, they are not able to accept something on letterhead it doesnt prove the payment was made. I told her, that is what Synchrony bank asked for. She stated, Im not sure who you spoke with but we need something showing your name, your account number and the actual transaction, such as your bank statement. I call my bank to inform them of what is needed but my bank can not send my bank statement because they have no access to it. I print it and tried to fax it but their fax line was busy for 2 hours so I made a copy and mailed it to the address given to me by that agent. By this time Im getting, almost daily, late payment reminders. I call them to let them know that its been paid. The agent said she could see all the calls I made and removed the late charges and interest and would wait for my bank statement to show up so my account could be credited. On XX/XX/XXXX, I call again because now Im getting texts and emails of a late payment. The agent from Synchrony said its automated and there isnt anything she can do about it until my account is current. She told me not to call regarding those automated emails and texts. XX/XX/XXXX, I get an email that tells me they can not accept my request and to contact my bank and request a compete transmittal report be sent. I called Synchrony bank, same day, and asked what that meant? She said that my bank statement doesnt prove the money didnt go back into my account but they can see where it was taken out. She told me that they need the transmittal report. I asked what thats going to do to resolve this situation? She said it will follow the money that was sent. She said this will take care of my account. I call my bank, same day, to let them know that Synchrony is asking for a transmittal report. The bank faxed the transmittal report. Same day, XX/XX/XXXX, I receive another email letting me know they were pleased to inform me that my request was approved and a provisional payment was made to my account in the amount of {$100.00} based on the information provided. If their research shows the payment is invalid, they will reverse the credit. XX/XX/XXXX, Synchrony sends me another email letting me know that they had not received valid documentation so the previous credit will now be reapplied as debt. \nI called them immediately to see why the information was not sufficient? The agent said they didnt get it. I told the agent it had been faxed and a credit applied to my account. Why would you do that if you didnt get the report!? I asked the agent for her fax number. I informed her that as of the next day it would still show my account delinquent and a payment due which will include more late fees and interest. She apologized and agreed that I would be assessed late fees that can removed once my account is current. \nI called my bank yet again to inform them of this incompetence and re-faxed it to the number they had for Synchrony and then to the number Synchrony gave me. \nXX/XX/XXXX, I get an email from XXXX stating there had been a change on my account. I opened it to look to see that this disaster is now showing up on my credit report. It has dropped my credit score from the 800s to the 700s. I immediately call Synchrony and get someone who could see ALL the phone calls, the temporary credit and all the reports and couldnt understand why this hadnt been fixed. She put me through to a supervisor, XXXX, who told me they have the transmittal report and once its processed, within 30 days, Ill be all set. I told XXXX that its outrageous that it has taken so long and that I have to wait another 30 days. She blamed me for calling so many times because every time I call it creates a different report. I told XXXX that this account has been open for 30 months and the first 28 payments, all made the same way, got to you just fine but payment 29 and now payment 30 is a  problem!?!? She blamed the pandemic. I let her know that another agent I spoke with in XXXX told me the missing payment has nothing to do with the pandemic. I told her that every time I call I get someone different and nobody can agree with what is needed. XXXX  gave me her name and extension so I can contact her directly with any future calls. \nXX/XX/XXXX, I call Synchrony bank, because it has now been 30 days since the transmittal report had been faxed a second time. I asked what is going on with this never-ending issue? After 48 minutes the agent tells me that the transmittal report is not sufficient because it doesnt show if the money came back into my account? I reminded him that the transmittal report follows the money and itll show you, it never came back to me. He said it went back to my bank. XXXX XXXX, I called my bank and let them know they needed to do something because it has been over 2 months and this isnt any closer to being resolved. I told my bank what Synchrony bank said, that the money came back to my bank. I asked my bank what the transmittal report shows and they said, the money never came back to my bank. My bank called Synchrony to see what else they needed and I ended up transferred to another department. She apologized and asked if she could help. I told her the story and she put me on hold to read the reports and then transferred me to a supervisor. I didnt get to a supervisor I ended up with their credit card department. This person then transferred me to bill pay department and the agent couldnt help me with everything that I shared but she could update my phone number. I told her my phone number is up to date. She said that somewhere deep into their system its showing a couple old numbers. So, she updated the numbers and filed a complaint. So, an hour and 20 minutes later, my phone number was the only thing fixed. \nXX/XX/XXXX, I called my bank again and insisted they fix this! My account is insured. You pay them so this nightmare ends, and you figure out where the money went. The agent called Synchrony to do another 3-way conversation and XXXX, their agent, could see everything that has taken place and couldnt understand why it hasnt been fixed? She read the reports and reminded me that my last call, XXXX XXXX, to them asked me for one or two more bank statements. I reminded XXXX the transmittal report is all you need because it follows the money. I told her that this will never end even if I send one or two more statements. Those statements will not be enough either. XXXX then transferred us to a supervisor, XXXX. XXXX would not approve of my bank recording the conversation so my bank had to hang up. Before my bank hung up, she told myself and XXXX they would fax everything they have over again. \nThen there was just XXXX and myself. XXXX could not see any communication after XX/XX/XXXX and could only give me information that I already knew. XXXX told me that the information that was sent, transmittal report, was invalid. I asked her to clarify what invalid meant? She couldnt, so I enlightened her of the history of this missing payment and that Im now at just over 16 hours of phone calls, 3 hours  of driving to my office to fax, copy and print documents to send to them, and she can not explain what invalid means. Supervisors should know more than the agent and this call was a waist of time because my bank wanted to discuss what else was needed. She explained that my bank didnt have to hang up that she was just saying she didnt want to be recorded. I asked her to transfer me to XXXX, a previous supervisor I spoke with on XX/XX/XXXX who could see the transmittal report and gave her the extension number and she said, she couldnt do that because they arent set up to do that. People are working from home and all around the world. It doesnt work like that. \nI hung up filed a report with XXXX  and now with you. \nInterestingly enough, I have other Synchrony accounts and all those are fine and theyre getting payments on time with no missing payments, its just this XXXX  account. Now my balance on that account is {$140.00}.","date_sent_to_company":"2020-07-11T15:20:15.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"040XX","tags":null,"has_narrative":true,"complaint_id":"3740298","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2020-07-11T12:26:47.000Z","state":"ME","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["Supervisors should know more than the agent and this call was a waist of time because my bank wanted to discuss what <em>else</em> was needed. She explained that my bank didnt <em>have</em> to hang up that she was just <em>saying</em> she didnt want to be recorded. I asked her to transfer me to XXXX, a previous supervisor I spoke with on XX/XX/XXXX who <em>could</em> see the transmittal report and gave her the extension number and she said, she couldnt do that because they arent set up to do that."]},"sort":[14.057719,"3740298"]},{"_index":"complaint-public-v1","_id":"2774304","_score":13.11385,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX, XXXX- I electronically deposited the check # XXXX from XXXX XXXX ( my father-in-law ) into my Chase Checking account. I received an email from Chase that my check was deposited and available. \n\nI am almost 300 miles from a Chase Branch in NC. For most of XXXX and XXXX I had been taking care of and living in dad 's house as he was XXXX from XXXX. \n\nXXXX Dad on his XXXX wrote me the check ( XXXX/XXXX/XXXX ) for {$1300.00} to cover additional costs we incurred while taking care of him and he knew that we were going to move shortly after his XXXX ( since we could not afford the bills and the house is going to his son who will put it up on the market after we leave ) and wanted to make sure we had funds for additional expenses and anything else that came up. He was very concerned for mom and wanted her taken care of. He had been XXXX for a while at that point. Spending the days ( and nights ), around the clock care, XXXX XXXX and trying to get Dad to eat, he started to get worse and worse until his XXXX on XXXX evening. \n\nXXXX- my mother-in-law was appointed POA of Dad. We noticed that he was having a hard time even sitting up at this point and needed to make sure all his bills were being paid. My mother in-law, myself, XXXX XXXX ( Dad ) and my husband XXXX were all staying in this house during this period. Mom submitted POA to register of deeds after the notary came to the house and witnessed the signing and reading of the POA. \n\nXXXX Evening-Dad XXXX XXXX- I Electronically deposited check XXXX- My debit card declined. Shocked, I called the XXXX number on the back of the card and to my surprise I received the automated message that my debit card had been closed!!! I get to a representative who verified me and then could not give me a reason for the card being declined or why it was closed. He passed me to a supervisor who stated that the signature was n't the same or something. I explained that Dad could barely sit up at the time of writing it and that is why Mom ended up getting the POA two days later and that Dad was in full consciousness when he wrote it, it was just that his body was XXXX XXXX and did n't have much energy. I questioned why this would close my account and that no one even notified me. \n\nI felt terrible and discriminated against and like they were treating me like a criminal. I was beyond distraught. \n\nLeaving the store embarrassed, I went home without the stuff I needed to purchase. I went to the car and asked Chase to be passed to someone who would help me. The next rep from Chase stated that now the reason the check was being held was because they did n't know if it was going to bounce. I still felt incredibly discriminated against and that Chase was incompetent. I contacted Dad 's son- XXXX-the executor of the will, who was also aware of the check and was here in NC while his father was XXXX. I explained what Chase did and he said he would do whatever it takes to help us. \n\nI stated to Chase that I needed to have my funds available, even if the check fund of ( {$1300.00} ) was not. They said there was no way to do that. XXXX the executor of the Will stated he would do whatever he needed to do to help us. Chase said that I need to go to a branch. \n\nI am in NC and over 300 miles from a Chase branch, just dealt with a family XXXX and almost two months of helping dad as he was XXXX and all the family emotions, trying to keep mom together, the holidays, moving and now I have no access to my funds, Chase is giving me the run around and I have no idea what 's going on, I feel like I am being treated like a criminal, every rep is telling me something different, and they want me to drive 300 miles to a  branch. \n\nXXXX Called Chase again .... Go to verify my account and they tell me my name is not coming up on the account ... I am driving at this point and have to pull over ... I have banked with chase for many years and never have changed my name. At this point I am freaking out and feel beyond powerless and request a team leader .... the reps were fighting on the phone, I asked for a team leader and the initial rep only sent me to a supervisor and the supervisor got mad at the rep. Again, I get a continued sense of being discriminated against and neglected of my rights ... She stated the reason my name is not coming up is because my account was sent to another department. She gave me a specific number for Checks and deposits. Both reps were extremely rude and the interaction was alarming and abusive. I call the XXXX number, go in the same circles again of verification, putting me on hold for 2-4 minutes, reading notes on my account, then saying there 's nothing they can do. I called this XXXX number several times and spoke with about 4 different reps over the next two days. One rep tells me that the Executor of the will needs to go into the branch with 2 forms of ID and paperwork. I contact XXXX, who is now back in Colorado and he goes to the Chase branch on XXXX and XXXX and Spoke to XXXX the branch manager. He explains the situation. She lifts the hold and says that in her 30 years of banking she has never seen this. She unlocked the account and they said everything was fine. \n\nXXXX-Card declined again. Another embarrassing situation and I am unable to get what I need. Call XXXX number again, no one helps, same run around. I get to one supervisor who tells me that they see the notes on the account hold was lifted but then placed back on because the executor of the will, XXXX, mentioned to the Branch Manager XXXX at Chase that he thought the hold was placed there because the bank was waiting to see if the check was going to be returned, because that was what the rep told me then I told XXXX. \nSpeaking with the Chase reps, I ask them what they are doing to verify the check. XXXX had been checking the status of the check through online banking with XXXX and saw that it had already been paid on the XXXX. There were no pending transactions. Chase stated they are waiting and could n't give me any answers or plans as to what they were going to do. NOBODY HAD ANY ANSWERS ... They could not tell me that they were doing anything. i told them that I had been doing everything they asked and they were still holding my funds from me. I had the rep from Chase call XXXX directly to verify the check. They tried several times and could not get through without an account number and there was no way to get a rep ... I asked again how they were going to verify the check. I could not believe that I had to give them the PHONE number for XXXX and that NO ONE was doing anything to help me. I am beyond astounded by this. I feel completely abused. \n\nAfter further review of Dad 's checking account online per XXXX, he has a cash reserve/overdraft protection, a credit line automatic advance feature on his account. Two checks were paid on XXXX XXXX, check XXXX for ( {$1300.00} ) and one for XXXX ( {$160.00} ), his automatic advance feature kicked in and paid {$31.00}. At the time that Dad wrote the check for me initially he had over {$1400.00} available in the account which was more than enough to cover the check. \n\nI went to XXXX Branch and Spoke with Manager XXXX- Explained situation, this is the branch Dad banked with and we had spoken with her before. She says that there 's nothing they can do. She refused to speak to Chase and she said it 's illegal for her to even talk to Chase about the Check! She was so rude to me I could n't believe it. She is XXXX XXXX and I have met her three times, each time she has clearly discriminated against me. I have only gone in there with mom as we were asking questions of the bank as what to do prior to mom getting the POA. This lady made faces at us like we were XXXX and that she could n't believe we were sitting in her office. Again I feel abused, neglected, discriminated and powerless. I 've had several XXXX XXXX this week. \n\nCalled chase again at this point -- Gave them the branch number for XXXX- it just kept ringing, I 'm in the car outside the bank knowing full well there are people in there that are refusing to answer the phone. I waited outside while chase rep tries multiple times to call the XXXX Branch. They intentionally neglected the call. \n\nXXXX -- -XXXX- Account still not working, no funds available now for almost a week. I have no protection and the banks are n't helping. I feel completely powerless, emotional, scared and furious. I know my account is being completely neglected and I am being discriminated against!! I have no protection. For {$1300.00}?!?!? This is crazy to me! The banks have credit and access to lots of money and the banks are supposed to work for the people because we are the ones that put our money in them and they are the one 's that loan our money out and make money off of our money and then close my account for what?!? This is unconscionable! \n\nI call XXXX number again. I tell them about the info we found out about Dad 's overdraft protection and what was seen through his online banking. They stated to me that the executor of the Will needs to go back into Chase Branch and show this information in order to release the hold. XXXX works 12 hour shifts and could not go that day so he sent his Sister-in-law XXXX to the branch. She took her phone with the screen shots of the bank account and now the branch says to her that I am the one that needs to go into the branch with Dad 's bank account info and proof the check was paid. XXXX is also in the banking system and knows that what the branch is asking for is illegal ... They are asking that I go into the branch with someone else 's account information. I REITERATE TO THEM THAT THE CHECK HAS BEEN PAID I contact the XXXX number, tell them to remove the check and that I really need my funds. i have Autopay bills bouncing out of my Chase account, I had to borrow money to eat from my mom who is on XXXX, and my Business XXXX account got suspended. I also can not accept any payments or sales. The Chase rep says they can not remove the check. They are neglecting my account and I tell them that I am getting a lawyer and what they are asking of me is illegal and I want to speak with the highest up team leader they can give me. I wait for about 30 minutes and the rep tells me he ca n't find anyone but he can transfer me to the Executive department because I claimed what Chase was doing is illegal. \n\nHe sends me to XXXX at the Executive office, I explain in detail what 's going on. She profusely apologizes. I beg her to pull the calls and see what has been going on for the last 8 days. She agrees. She states that she made a Case number for me and that hopefully they will have my funds available the next day but no guarantee ... She put my account on urgent, or so she said! I really thought she was going to help me and felt relieved. I have been a terrible emotionally wreck from all of this. XXXX at executive office said that my case would be assigned and that someone would contact me the next day. \nI ask for her email and I send over screen shots from Dad 's bank account with proof of the check he wrote to me being paid and no pending transactions. \n\nXXXX- still no contact from Chase. I call the Executive office directly, they said my case has been appointed to XXXX but she is busy and ca n't take my call. I am very upset at this point. They send me to her voicemail. I leave a message and she did n't call me back that day. I am in despair! I can not understand what 's going on. I feel completely ignored, fooled, neglected, abused, discriminated against, and powerless!!! I have never had a problem with chase in the several years of banking with them. \n\nXXXX XXXX contacts me and says she just started on my case. It 's been 10 days without my funds and THEY ARE JUST STARTING MY CASE!!!!! She says she will contact me as soon as she can. How is it that I have been without funds for 10 days, spent at least 1 sometimes 3 hours per day on the phone with various reps from chase, done everything they ask, AND THEY ARE JUST NOW STARTING MY CASE?!!??!?!?!? \n\nXXXX no word from Chase- I have no energy to call and am emotionally distressed. \n\nXXXX- My Husband and I are supposed to take a trip to XXXX- Already booked our hotel stay because we are supposed to be house hunting this week and had been planning this for months now. We could not cancel our bookings and we had expected to be able to go. All of our plans have had to change. We are now having to stay in the house we are in for who knows how long until we can have the funds available to make the trip and go find our new house. Bills are racking up here that we did n't expect. I was going to get a new job in XXXX and that too is now postponed. This is costing us thousands of dollars and straining our family. I can not believe that we have had to deal with this especially surrounding the XXXX of Dad. \n\nXXXX today I still do not have access to my funds, no one will help me, I 've done everything they 've asked, even sending other family members up to the chase branch in another state with screen shots they requested of someone else 's account ... I am in a state of despair. I am the XXXX of a XXXX and have another business. I ca n't pay any bills or receive money and have had to borrow money. We are also taking care of my XXXX XXXX XXXX mother in law who just XXXX Dad and is on a very small XXXX. Please somebody help us! This is so wrong. \n\nLegally Chase Bank has no right to hold the {$1300.00} nor my own funds prior to this experience. I have incurred multiple Financial charges from my creditors and this has affected my credit negatively grossly in this very negative time of my life of sadness and loss. Emotionally they have made this tragic experience in a financial grossness. \n\nI have spent at least 30-40 hours on the phone with chase, and many hours of our family members time trying to jump through hoops at Chase 's absurd and confusing requests. There is clearly a deficiency in their policies and justice and protection is needed","date_sent_to_company":"2018-01-08T08:55:28.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"28562","tags":null,"has_narrative":true,"complaint_id":"2774304","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-01-08T03:40:26.000Z","state":"NC","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["XXXX today I still do not <em>have</em> access to my funds, no one will help me, I 've done everything they 've asked, even sending other family members up to the chase branch in another state with screen shots they requested of someone <em>else</em> 's account ... I am in a state of despair. I am the XXXX of a XXXX and <em>have</em> another business. I ca n't pay any <em>bills</em> or receive <em>money</em> and <em>have</em> had to borrow <em>money</em>."]},"sort":[13.11385,"2774304"]},{"_index":"complaint-public-v1","_id":"2671706","_score":12.708754,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/17 Icame home to a notice on my front door that stated the home had been inspected by Wells Fargo and deemed to be vacant. There was a phone number to call if this information was incorrect. Within 5 minutes of getting home and reading the notice I called the number provided and let them know that the home was not vacant and had never been vacant. At that time I was told we 're sorry for the confusion and we will make note of that in our system. I figured the problem was taken care of and I moved on. A couple of weeks later I received another correspondence from Wells Fargo which again mentioned that the home was vacant. I called them again informing them the home is not vacant and I am living here paying you mortgage money every month, please fix the problem .I informed them that I was very concerned about coming home and being unable to get into my house because the locks were changed which is exactly what the first notice that was put on the door on XX/XX/XXXX said they would do if I did not otherwise inform them that the house was occupied. Again I was told that they would take care of the issue. This was now XXXX and on XXXX XXXX I received a refund check along with a notice of cancellation for my homeowners insurance from the XXXX. I was confused and called them to find out who authorized the cancellation of the insurance because I did not. They told me Wells Fargo sent them a notice that the property was no longer owner occupied and that the water and electric were shut off. When I told them this was done in error please reinstate the policy I was told we ca n't do that until you send copies of utility bills to prove you live there and the utiliities were still on. At this point as far as I 'm concerned this is an issue created by Wells Fargo that they need to fix. I then called Wells Fargo yet again and inquired who told them that the house was vacant and the utilities were off. Well apparently the inspector they supposedly sent out determined that. I question whether he even came out to the house because there are numerous outdoor outlets that all he had to do was plug something in to see that the electricity was on. As for the water there are 2 outdoor spickets all he had to do was turn them on to see that the water was still on. Instead he lied and caused a huge problem for me. I told them they needed to work with the insurance carrier and get my policy reinstated I 'm disabled and on top of that I am currently going through XXXX issues and getting ready to have XXXX so I did not create this problem they did and they need to fix it. Their response was basically we ca n't do anything about it. I asked to talk to a manager and that went nowhere until finally I was transferred to some executive something where they said that it would take 24-48 hours to assign a case manager to research the problem and get back to me. I did not find this acceptable and told them I wanted a call back within 24 hours to let me know where we were at in the process. The person who said he would call me back never did which is bs since he promised he would. I did receive a call from a XXXX XXXX saying that he had been assigned the case and he would look into it and let me know what was going on. I told him I know whats going on you lied to the XXXX got my policy cancelled and now you need to get it reinstated.. Again another delay he had to thoroughly research this and he 'd get back to me. After dealing with this XXXX XXXX and probably at least 5 other people last Thursday XX/XX/17 XXXX called me back and told me that he finished his research and that according section blah blah blah of my mortgage contract Wells Fargo can inspect my property at any time.so as far as he was concerned they were n't going to do anything too bad I 'm closing my file and you need to take care of this yourself. I told him that the question had nothing to do with whether Wells Fargo has the right to inspect the property as far as i 'm concerned they can be out here inspecting it everyday but what they ca n't do is lie about the status of the property putting my homeowners protection, which I am required to have, in jeopardy. What that inspector did was not do his job and then Wells Fargo lied to the insurance carrier they committed fraud. Because at that point it was painfully obvious that they did not even check if the utilities were on. I asked to speak to his boss and was informed that there was no one else I could speak to the phone call and inquiry ended with him. I asked for his supervisors name and again was informed there was nobody above him and the file closed. Basically XXXX you and good bye. I called the insurance company again and after jumping through a ton of hoops I got the policy reinstated quite frankly not my job to clean up Wells Fargos fraudulant XXXX. I called Wells Fargo back again to make sure that their records do not reflect that the home is vacant and the utilities are off because physically I ca n't spend another three weeks to a month cleaning up after Wells Fargo if they do this again. Nobody could help so of course I was transferred to the same executive whatever department and spoke to XXXX XXXX who informed me that another case manager had to be assigned to investigate the problem and that would take 24-48 hours that was last Thursday or Friday and I have n't heard a word from anyone. Obviously though XXXX XXXX lied to me that there was no one else I could talk to about this situation because I talked to XXXX. As I explained to him Wells Fargo has no problem taking money out of my account every month but refuses to fix problems they create and refuses to let me talk to a supervisor when I 'm not satisfied with a response. That is bad enough but when they lie and basically commit fraud why is first of all that even acceptable. Last time I looked fraud was illegal and when that inspector chose not to do his job and take a shortcut this went from just a clerical mistake to a conscious decision to lie. With that conscience decision it is not my responsibility to even lift a finger to get this mess fixed. I deserve restitution for all the time effort and aggravation I 've dealt with due to their lies and am stilll dealing with. I need something in writing that they have corrected their records as well as an apology for all the XXXX and garbage that I have had to deal with since XXXX. Quite frankly considering the number of hours I have spent on this problem I should be paid at the same rate as all these people who were supposed to be fixing this. Instead they do nothing get paid and I get XXXX Just because Wells Fargo holds the mortgage does n't give them the right to lie cheat and steal. Knowing their recent record of unethical if not illegal behavior and the restituition they are paying out to millions of people is this just another unethical shady scheme to make more money. Because as you know they require that I carry homeowners insurance and if I do n't they will take it upon themselves to force me into their high risk high cost policy so they make more money. I want answers and I need to know that this will not happen again. How is it at all legal for them to do this kind of XXXX. To make a conscious decision to lie about the status of the property and make my life a living XXXX there has to be some sort of retribution against Wells Fargo for the the consumer.. Who would have been responsible if something had happened to this house and my insurance had been cancelled under false pretenses who would have been responsible then.I need help and I need to know that Wells Fargo is not just walking away with no consequences. How many other people have they done this to and how do I know it is not going to happen to me again next monthl.","date_sent_to_company":"2017-09-14T07:09:48.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"55337","tags":null,"has_narrative":true,"complaint_id":"2671706","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2017-09-14T00:46:43.000Z","state":"MN","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":["<em>Nobody</em> <em>could</em> help so of course I was transferred to the same executive whatever department and spoke to XXXX XXXX who informed me that another case manager had to be assigned to investigate the problem and that would take 24-48 hours that was last Thursday or Friday and I <em>have</em> n't heard a word from anyone. Obviously though XXXX XXXX lied to me that there was no one <em>else</em> I <em>could</em> talk to about this situation because I talked to XXXX."]},"sort":[12.708754,"2671706"]},{"_index":"complaint-public-v1","_id":"2860958","_score":11.777189,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have been a PNC customer for 15 years. I am really disappointed with the service and charges on the Bank Credit card. \nI set up a paperless account to save you money and also kept alerts on my account so I could be notified by text and/or email. \nI received a letter in XX/XX/XXXX saying that my account passed the limit credit so I paid off the remaining balance. \nI made sure it was paid in full and that no future interest was posted on the card. I set the card aside because I didnt want to use it unless it was absolutely necessary. \nA couple months later I contacted the bank to inform them that I was going to be outside of the U.S. and that I may be using the card. The automatic voice message said that my account was delinquent. \nI immediately tried to contact the bank from the cruise ship. They kept me on hold forever so eventually I hung up. \n\nI was so upset that I sent a message to PNC through the Fraud contact email confirming that I was outside of the Country I had no idea what was going on with my card because I had not used it at all. I said to put everything on hold until I return to the United States. \n\nWhen I returned I called the bank and I was informed that a charge was made on my account, and the bank was charging me {$38.00} late fee, every month that they did not receive the payment. \nTHE BANK NEVER INFORMED ABOUT THE CHARGE IN MY ACCOUNT SO I COULD TAKE CARE OF IT. I have always paid at least the minimum due ( by phone ) every month. After paying it off, doesnt the bank realize that if a charge is put on my account ( after PAYING IT OFF ) the bank does not realize that they should notify the customer if the charge is not paid? Isnt it obvious that if the customer paid off the card and a new charge comes in ( and the customer who always paid on time ) and the customer doesnt pay anything, shouldnt the bank communicate to the customer? Then to make it worse, the bank continues to charge late fees to my account. Shouldnt the bank realize that when the customer has paid off their card and a new charge hits the account and is not paid on the due date.obviously the customer does not know about the new charge? \nWhat kind of relationship and respect is that? The bank doesnt inform the client and continues billing late fees WITHOUT NOTIFYING THE CUSTOMER EVER? If the bank had notified me of the charge I could have paid it and then contacted the company regarding the charge. Does it make any sense to pay more in late fees than the charge itself? Of course not. \nI have contacted multiple people at your bank who just pass the buck and will not take ownership of the issue. They have all been worthless with the exception of one employee. \nOne of your supervisors actually said to me ( sarcastically ) Its not our fault if you dont check your statement! Why would I if I had paid it off and the card was being used at all? \nXXXX claimed that the bank did not send me any letter because I signed up for paperless ( to save the bank money ) but I DID ASK THE BANK TO NOTIFY ME BY EMAIL or TEXT MESSAGES. Besides, the bank DID SEND ME A LETTER in XX/XX/XXXX saying my account was over my limit. ( before I paid off the card ) Interesting that you can inform your customer ( by letter ) stating that my account is over the limit by {$29.00} but you CAN NOT inform the customer THAT THERE IS AN UNPAID CHARGE on an account THAT HAS BEEN PAID OFF? So the bank will only communicate when its in their interest? ... and not in the customers interest? \nInstead of protecting the customers assets, you use this as an opportunity to take advantage of the customers assets. \nSo your bank lets the client be considered delinquent because they want to take advantage of the situation by charging late fees? This is unacceptable. \n\nI have communicated with several representatives of PNC Bank ( including XXXX  at Executive Relations ) and XXXX XXXX ( Executive Claim Relations ). I have spoken to XXXX several times and all she says is that she is not going to refund what the bank charged me ( because OF THEIR OWN MISTAKE ) and she said that I need to prove that the bank informed me that the minimum payment due was {$35.00} and that the manager agreed with me on the phone. \n\nI have always paid by phone and I have a CLEAR RECORDED MESSAGE stating that my MINIMUM DUE IS {$35.00}. I have a credit limit of {$2000.00} and the bank has ALWAYS ACCEPTED the minimum payment due. \nI just didnt pay the total amount ( {$70.00} ) because I was expecting the bank to refund all of the wrong charges and fees. The manager on the phone agreed with me that I should just pay the minimum ( until the bank fixed the situation ). \nEven though I PAID FOUR DAYS PRIOR to the due date PNC still CHARGED ME A LATE FEE! \n\nBecause I havent received any call back from XXXX, I went in person to the XXXX XXXX, Florida Branch. I spoke with the Manager and XXXX. Then XXXX informed me that I had another late fee in the account and he said he didnt know why? Because according to the computer I had paid four days before the due date. He could not explain that. He said he would help me with the case escalating it to someone else. I asked who? ... XXXX department? Forget itshe is worthless! And he assured me that he would send it to a department above her. \n\nI have been a loyal customer. The bank never informed me about the charge after I PAID THE CARD OFF. The Bank should have let me know about the new charges on my account ( it was a renewal that I didnt know they would charge on my card ). \nI dont have a crystal ball and I thought I was dealing with a renowned financial institution. I guess not. \n\nXXXX was the only person that was respectful and gave me good customer service. He worried about the banks reputation when nobody else did. He told me that people will call me but they have not. Instead, I get a call from worthless XXXX stating that the bank is not going to refund anything. \nI need this fixed. It is not fair for the bank to charge me for these fees. The bank does not honor one word on the phone and they refuse to provide an email where we can state things in writing. \nObviously, the bank does not want to take ownership of their fraudulent charges and honor what they say to the customer. \nThe bank should apologize for all the inconveniences they have caused me instead of blaming me and taking more money from my account. \nBecause the bank refuses to do what is right I have filed a complaint against the bank. \nOn XX/XX/XXXX I had to pay the balance in my account ( NOT THE MINIMUM PAYMENT which is CLEARLY STATED ON THE RECORDING ) PLUS I have to pay these disrespectful LATE FEES to prevent the bank from taking even more money from my account. \nBy the way, XXXX also said that I need to CLOSE the credit card account. Really? It will affect my credit score plus I want the money the bank unjustly took from me credited back to my card. \nThis is the worst customer service/management I have ever seen in my entire life. \n\nSo now, after paying the balance I am exposed to UNKNOWN CHARGES on my account. To avoid this I am using this letter to notify PNC Bank that I DO NOT WANT ANY MORE CHARGES on my credit card. \nI want my card to be blocked from any future charges unless I send a signed certified letter stating otherwise. \n\nWith all the fraud going on out there, how can I trust the bank? I cant. The bank has done nothing to protect me, their customer. On the contrary, the bank took advantage of the situation by taking even more money from me. This is not about the dollar amount that was taken from me. Its about the principal of the matter. \n\nThere are many customers complaining about your bank about similar situations. \nWhy does the banks recorded message tell you to pay a different amount then what is stated online? \nAs I mentioned, I have PNC Banks recording before the bank tried to change it. \n\n\n\nSo, to avoid the bank from stealing even more late fees from me, I will go online and pay whatever it states there. Because it contradicts your own phone message. \n\nI am not sure what your managers are doing there, but all they did was to give me wrong information and treat me disrespectfully and careless. \n\nBy the way ( when I went to your XXXX XXXX, Florida branch ) I asked XXXX to just sign a copy of a letter asking to block the card from any future charges, but his manager said they can not do that. \n\nWhat? Not even sign the copy of my letter stating they received it? This is unacceptable. I understand XXXX situation. His boss doesnt want to take responsibility for it. I was just trying to make sure they would send it to the right department so the bank CAN NOT CLAIM THAT THEY WERE NOT INFORMED about my request. \n\nIts pretty clear that your bank can not be trusted. So again I want you to use this letter as my authorization to block any future charges on my PNC credit card. \n\nAs I mentioned to the various managers ( and representatives of PNC Bank ) I will be filing a complaint with the Consumer Financial Protection Bureau against PNC Bank. \n\nI want to prevent others from the financial abuse that your bank projects on its customers. \nIts my responsibility to do so. \n\nIn conclusion, 1. I am waiting for the bank to do what is right and refund all of the fees ( incl. interest ) 2. Block my card from any future charges unless the bank receives a certified letter from me. \n3. I am not closing my account because it will negatively affect my XXXXredit score. \n4. I do not want the account to be used for ANY PURCHASES or charges of ANY KIND.\n\n5. The card is going to be set aside and will not be used by me.\n\n6. The bank will be responsible for allowing ANY charges on my account.\n\nI have recorded message I can send you if you need it.","date_sent_to_company":"2018-04-01T18:23:48.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"32807","tags":null,"has_narrative":true,"complaint_id":"2860958","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2018-04-01T17:10:35.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I <em>have</em> been a PNC customer for 15 years. I am really disappointed with the service and charges on the Bank Credit card. \nI set up a paperless account to save you <em>money</em> and also kept alerts on my account so I <em>could</em> be notified by text and/or email. \nI received a letter in XX/XX/XXXX <em>saying</em> that my account passed the limit credit so I paid off the remaining balance. \nI made sure it was paid in full and that no future interest was posted on the card."]},"sort":[11.777189,"2860958"]},{"_index":"complaint-public-v1","_id":"3425194","_score":11.207507,"_source":{"product":"Mortgage","complaint_what_happened":"My name is XXXX XXXX XXXX, a US citizen at birth, my father is XXXX XXXX XXXX XXXX, was US military veteran with XXXX  XXXX. I was rear ended by a driver on the cell phone. Was XXXX and on a XXXX. Took 2 years to recover. I got a settlement and Mr XXXX helped me with recovering uninsured motorist under my own driver insurance and the claim was paid since the lady was driving uninsured. There were about XXXX recovered after bills and XXXX  to be able to XXXX  XXXX. I applied for XXXX  XXXX  help and since the local XXXX  XXXX  did not accept me for my age ( over XXXX  ) and because my studies were of foreign   origin ( XXXX XXXX XXXX cursed was in XXXX ) so I am out of state temporarily finishing that training as sent by the state of NM. My children live at my house. The bank agreed to a modification and we submitted all the paperwork with the help of XXXX ( who now works at the AG office ) and XXXX. We were missing the quit claim deed that the bank was looking for from the XXXX XXXX in florida to me as requested by the bank. We had no control of the delay in obtaining the quit claim deed first because the ones obligated to the mortgage, XXXX XXXX and XXXX XXXX, had bought and flipped several homes since XXXX that they got a cash out second mortgage on their primary mortgage from XXXX  XXXX. When we found them, they agreed to the QCD and we sent it to the mortgage company. The attorneys said they are no longer interested in doing a modification. then is when the problem started. I was volunteering  at XXXX XXXX XXXX XXXX in exchange of legal fees to help me with a modification. Meanhwhile, I was not earning a paycheck and was using the money from the proceeds to pay the house and to pay XXXX XXXX about 500  a month or so and it accumulated to about 3000  and he wanted more. One day he appeared in court and asked for withdrawal. I was in XXXX. I did not knwo but the judge allowed him to file a lien for modificaton services. it was around 3500  he isstill billing despite I paid with hours worked at his office. I then came about my settlement and when all the money was gone, ( XXXX  minus attorney fees was about 79K, then the attorneys called us for a settlement that we thought was what we were offered, the house free and clear or couple hundred thousand dollars to pay the house off and attorney fees. However, the titl company said that they will use \" malicious litigation practices '' so asked for a release of liability. The escrow company that should have about almost 100K since XXXX if it is true that the bank does not have any more money from us, said only has XXXX and at the meeting we were told that if we do not agree to a settlement with XXXX and the title company that we will lose everything. Somehow XXXX stepped out and then my mother 's phone rang, XXXX XXXX, which is NOT the same person as XXXX XXXX, the remodeller in Florida ( LLC ) and said was calling XXXX??? XXXX and XXXX cashed out from XXXX and made the XXXX  house almost XXXX loan and the appraisal when we signed the REC at the title company came at XXXX but was sent to us too late so it was paid outside closing and we did not have that information to walk away from the buying and just lose the XXXX I put down to the house. When I bought the house, apparently the XXXX XXXX got paid my first and second check directly because XXXX XXXX XXXX bought the loan or something so the escrow officer was working on changing the numbers in the HUD1 statements to make them match 3  months after closing. We closed on XX/XX/XXXX. And even then there were problems so in XXXX we were asked by the XXXX XXXX to pay an additional lump sum of XXXX or so or lose it all. So we didl. This is the house where I raised my kids hey live it is my house and not just a piece of investment for someone else. When I got the house as it says on the mls was a handyman special and I had to change windows, roof airconditioner, heater, carpet and repair the plumbing. In XXXX XXXX XXXX had us buy certified funds and I went to XXXX XXXX to buy 3 money orders two for the limit XXXX and one for XXXX. the payment at the time. It went up. Because they were hit and the outside drop box was stolen, and we did not get credit for lost funds, we had to go before they closed at 5 and I was working then so I could not meet that deadline, the office was closed. I went the next day on the 2nd of the month and I got a demand letter from a person by the name XXXX XXXX. I called and met with him for the first time. I was told that he is the one who wrote the real estate contract I had at the closing table. I never met him but he said he represented the seller and is their attorney. I did not like it because I would have liked to have soemone looking after our interest and not be in that situation, nobody told us about this. Also I told him I had paid 1 or 2 extra payments at closing because XXXX XXXX, the escrow officer at XXXX XXXX where we closed in XXXX said we can be ahead, and being XXXX XXXX, I did not want to miss anypayments. So we should be paid ahead not late. XXXX XXXX was someone I had closed regular transactions with as a XXXX  but I did not have much experience with seller financing. He is an attorney so I felt my interests were looked after, after all we had a close business relationship since I sent many purchases for new financing to him to close. I went to court and XXXX XXXX was there as the XXXXXXXX XXXX ( XXXX XXXX XXXX and XXXX XXXX, husband and wife ) were in florida and did not show My mother XXXX XXXX and I were in court. The judge then ordered us to mediation and the XXXX XXXX  paid all court fees and returned some moneys. The escrow company was caught up and no problems they said. I later found out that was not the case because XXXX showed up at the house and told my family that is his house.?? There was a problem about a change in XXXX but the escrow company would not tell me because was \" confidential '' /. Was then when I tried to find the XXXX and found out that they flipped properties at least 3 in XXXX and more later and they put the cash into an LLC created just for buying a house cash for the LLC and then giving the house from XXXX XXXX and XXXX XXXX XXXX to XXXX XXXX and XXXX XXXX husband and wife free of charge. If they were destitute as they told us they were in XXXX and they needed to stay in the house 3 extra months from XX/XX/XXXX to XX/XX/XXXX even after closing in XX/XX/XXXX where the property was sold to me, why is that they had money to buy cash all this homes. Anyway, I went to court again and this time they said they want that property to go to foraeclosure, they are sitting in a property valued XXXX and with only a XXXX mortgage by XXXX their partner in business. I was really upset and we went to attorneys and nobody will take the case except for XXXX cash as a retainer. I did not have until I got the settlement from my car accident. the XXXX nor XXXX XXXX nor XXXX XXXX have even been deposed even if I asked my attorneys to do that. they said XXXX can not be touched, XXXX I do not know and the XXXX   would not cooperate. Meanwhile every month XXXX XXXX got the almost 1400 payment for a 34 year old house or older in a neighborhood where the house paymens for similar size homes ( which almost all are similar it is a tract house neighborhood ) is around 900-1000 tops. the bank put forced insurance, XXXX forced us to keep our own insurance too, and the payment went in the 1400s and was unbearable. We rented a room in our house to make up for the repairs, and the hike in the mortgage payment. The XXXX XXXX people drafted the payment directly from my mother 's account in the last years because my money run out. My mother has her own house and put her in a difficult position making 2 house paymens but if we don't XXXX XXXX sent us default letters if we are even 1 day late according to them, since we know we are paid ahead. My mother was overwhelmd with stress, and since the escrow company took three payments in XX/XX/XXXX off my mom 's account and wiped her savings, that was almost 4500 in one month, she was even late for her own mortgage and had trouble not to say her credit was ruined. My mother can not work anymore due to her XXXX XXXX. I am out of state on a grant for school with the state of new mexico XXXX XXXX XXXX ( XXXX XXXX XXXX qualified me and being low income ) and my kids are in school and in XXXX and also working to keep paying the house. the attorney went on a cruise with the office when the 3 payments happened so I asked XXXX to help. and the other attorney XXXX wanted XXXX and I told her that the contract is contingent. She said she can not modify the loan for free, and I understand but I did not have any more money to give them. I had given XXXX for costs per the contract and the fees were contingent upon winning the foreclosure. I was the only one under the contract and the attorney wanted t add my mother too, My mother own house payment is around 1300 a month and she gets social security for around 1800 a month since she retired due to medical condition. She used her life savings because the attorney told us that XXXX XXXX convinced the judge XXXX XXXX XXXX that we have not paid the payments and indeed the last payment was XXXX or XXXX my mother did. After that, the attorneys said the money will be in court and we will settle the money to be divided in a W9 for us and you get XXXX from XXXX XXXX and XXXX from title and release them of liability. I asked to XXXX if we get the titles to free as we spoke he agreed. However XXXX the translator/mediator spoke in XXXX to my mother and I was confused because what she was saying was not what we spoke before and after. So I walked out. XXXX said that I may have a XXXX XXXX or check my XXXX because I didnt negotiate a good deal. I said we were offered the house paid off or abut 200K to pay the house and attorneys fees and that attorneys fees were paid by the bank since it is contingent on winning so the losing party pays. XXXX stepped out and then my mothers phone rang. I answered and it ws her talking to my mother, XXXX XXXX as if it was XXXX XXXX. I said this is XXXX XXXX XXXX and is XXXX phone my mother not XXXX ( the investor in Florida who sold us the house ), she apologized and later returned to the meeting There was talk between XXXX ( the attorneys chose her and XXXX told me we do not have a choice on that ) about titles been obtained. I asked XXXX how she did that so quick and she said because I gave the XXXX a XXXX bucks. I assume it was a joke a very bad one. XXXX showed us a piece of paper with item 4 and 5 and any lettering above it was copied with a blank piece of paper so we could not see he working, but we were assured we will get the house paid by delivering titles to us, that is what the REC says too. After all we have paid for over 10 years and at least after XXXX that mr Cooper filed for foreclosure there are at least 98K almost 100 thousand dollars of cash paid and in escrow by XXXX XXXX. That should even pay off th house. When we got the paperwork, it had a lot more pages and numbers of paragraphs but it did not mention anything about the titles, so I called XXXX and he said that he can add paragraphs to it. I demand to see the titles and reminded him of the letter he sen the bank 3 years ago along those lines and with 50 or 60 thousand more of cash we put into the trust account, that should pay off the house already. He said we need to sign as is. and he needs to see that the attorneys get paid. I asked for the contract and it spells contingent and his costs are less than the XXXX that he has in trust from the car accident settlement. He said that XXXX wanted the money for legal fees. I said that is against the contract. I then realized that he negotiated something that will favor all of them in agreement except my mother and I. My mothers money in trust is to buy the house and I think what they wanted to do is to convert the into a settlement to get paid and let the XXXX take title out of recision or what or the bank get it because maybe they made me take title with not good intentions but to quiet the title because if they would have good intentions, they would have done good the first time that they agreed to modification int he map program. The y also did not do good because I verified that the bank did not leave a title to the house free and clear. I guess they all put their heads together to get a release of liability and take the life savings of a retired XXXX  and put a family ( me and my children in the street ) release and not even ask for XXXX XXXX XXXX XXXX and the sellers/ mortgagors to appear. XXXX XXXX is NOT obligated to the mortgagors XXXX XXXX and XXXX XXXX XXXX loan. XXXX XXXX nor i can be made liable to amodification we have not seen details of. XXXX XXXX nor i can be subject to obligation to accept a settlement we do not agree with. Alawyer can negotiate but not obligate and definately not put their interestes or how they are paid above the client 's interests. And for us, we are not attorneys and all these attorneys including XXXX the retired judge as we were told theywere 4 attorneys at the table drilling us on accepting something we did not udnerstand. And also I was told my mother needs to sue me because I resold her the house in XXXX ( with the intention of getting financing to pay off the wrapped mortgage ) and we asked XXXX since he represented both of us to do hte complaint against me from my mother that rice insurance ( errors and omissions ) wants to pay on a claim so mom does not have to be destitute at age XXXX. The reason for the giving of my interest of the REC to my mother is because XXXX XXXX XXXX ( that had the loan ) one of the mortgage loan officers in the lousinana branch ( they were there before ) said that the title must match the borrower to refinance the REC but then, but then he told us that we need to let it season a bit longer so that the price go up to what the mortgage amount is. I insisted is XXXX or so and showed him my wrap real estate contract accounting ledger from XXXX XXXX. They said the amounts do not match so I got concerned and asked XXXX for information and they told me I am not listed inthe REC as a party and can not give us informaiton. that is when I started filing complaints in the CFPB and financial institution division but nobody did anything and said the property is upside down, about 9 years after I bought it and paid every month. XXXX XXXX   applied the funds to fees, and escrow and interest and not principal I guess. They should not do that because I remember clearly that i was told that in the event that there is a change of servicer, the payment will not change, only who to make the payment too and that is a dollar per dollar wrap. I got title insurance, and they should have given me an amortization schedule. when I inquired about anything nobody answers but they all want a release of liability. I was told that it appears that XXXX kept money on an interest bearing account or they used it to make an IRA business with it as they sell REC payments for exchange of IRA money for people to get a higher interest than having a CD in a bank. W e repaired and kept the home is our home.","date_sent_to_company":"2019-11-01T21:12:43.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"87114","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3425194","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2019-11-01T19:01:04.000Z","state":"NM","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I got title insurance, and they should <em>have</em> given me an amortization schedule. when I inquired about anything <em>nobody</em> answers but they all want a release of liability. I was told that it appears that XXXX kept <em>money</em> on an interest bearing account or they used it to make an IRA business with it as they sell REC payments for exchange of IRA <em>money</em> for people to get a higher interest than <em>having</em> a CD in a bank. W e repaired and kept the home is our home."]},"sort":[11.207507,"3425194"]},{"_index":"complaint-public-v1","_id":"8020135","_score":10.537631,"_source":{"product":"Debt collection","complaint_what_happened":"THIS IS NOT A DUPLICATE COMPLAINT QUIT MARKING THIS CLOSED AS A DUPLICATE THIS IS ABOUT MY XXXX XXXX XXXX THE OTHER COMPLAINT IS ON MY PERSONAL NOT THE SAME THING VERY DIFFERENT DOCUMENTS ARE ATTACHED.  \n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX #XXXX  I have tried very hard for over a year to have you correct not just my business card XXXX card number #XXXX  but also two personal. You have sent me to collections without replying to my latest XXXX XXXX XXXX letter. There are some very big mistakes you have failed to correct. The first is canceling my XXXX card while in excellent standing. You canceled it and then left an XXXX number for future creditors to call if they wanted to know why you canceled my card while being paid as agreed. I phoned and what I was told was a lie. I have never bounced a check to you I have paid as agreed. And now you have sent me to collection. Collection sent me back to you when I disputed the charges. I have phoned to follow up with my XXXX  letter and I cant seem to be able to speak to anyone so I will take care of this here. I am disputing ALL charges on my XXXX XXXX account. #XXXX XXXX XXXX made a huge in house mistake. They have failed to correct their mistakes properly therefore leaving my credit in shambles. They have failed to post payments to my account, they have failed to post credits to my account, they have transposed numbers like on my XXXX XXXX statement. My payment of XXXX on page XXXX turns into XXXX on page XXXX.. They have failed to issue credit when that overpayment was made by me. On the same statement XXXX XXXX total payments madXXXX XXXX XXXX XXXX totals XXXX in payments and the balance due was XXXX leaving a credit balance of XXXX. On that same statement you have put a credit on as a new purchase XXXX XXXX the box got destroyed in transit XXXX  issued a credit to the original source of payment XXXX card #XXXX. You have failed to issue credit for multiple store returns I have made and when I brought it it to your attention you wrote a letter saying I need to look at the statements better as if you not doing you job is my fault? The one who should have noticed sooner is you. And bringing your mistakes to your attention doesn't do a thing. Also please keep in mind that from XXXX XXXX XXXX through XXXX XXXX XXXX I was locked out of my online accounts. I was on a restricted view which meant I could not enter into my accounts to see anything. I was only able to see the home page of the app.I was also a paperless customer so anything you were doing or leaving inside the app I was not able to see. When I asked why my account was closed while in excellent standing I was told I opened too many disputes, then I was told I bounced too many checks. I opened ONE dispute at the end of XXXX with XXXX XXXX. It was with XXXX XXXX. I was issued a temporary credit and by XXXX XXXX XXXX XXXX XXXX had paid and the temporary credit was taken back by XXXX XXXX. The perfect dispute handled the way it should be. handled the way any dispute would be. This charge shows up again as a new charge in the XXXX  Statement. The mistakes made on this account are endless. At the beginning of XXXX XXXX I made the big mistake of listening to the XXXX XXXX at XXXX My computer was hacked and my bank account was compromised they turned my money into XXXX currency. While at the XXXX station on XXXX XXXX XXXX he suggested that I phone my creditors to give them a head up. I phoned you on or around XXXX from the XXXX XXXX. I said to the Customer Service agent what transpired I said I was giving you a courtesy call per XXXX and that my XXXX XXXX accounts had not been used or compromised. That call turned into you reaching out to XXXX and starting a series of disputes. Not authorized by me. This was what someone there did.I found out about the disputes being opened not through XXXX XXXX I would find out about them through XXXX and my vendors who I owed money to. They were emailing me and saying that they were not going to be paid. They said that XXXX XXXX had begun chargebacks and you even ruled in my favor?? ( XXXX XXXX  you will deny this but I have a letter)I could not stop this mess as the ball had begun to roll. So while you were not goin to be paying those I owed money to I went and paid my vendors through other means. XXXX personal account, cash.I lost vendors that were new to me due to this mess. I made sure my vendors got their money. Now I am no stranger to XXXX  and if I had a dispute I would have opened it myself through XXXX not XXXX XXXX.Why XXXX XXXXe opened disputes with XXXX makes no sense to me or to XXXX I tried to stop XXXXl but they said since it was my financial institution that opened them they had to be the ones to close them. XXXX XXXX no matter how many calls made to them (XXXX) they didnt stop. XXXX XXXX will send a letter and lie saying they investigated these charges and found that I owed. XXXX really?? Well then why the chargback which they say they did not do. They didnt need an investigation to figure out that I owed they needed to stop and listen to me. I knew I owed which is why I paid!!! XXXX XXXX was then sent my paid receipts , vendors told them they got paid. And to date they have failed to remove all the charges from my account..XXXX XXXX will also say they did not do any chargebacks. Ask Caring Transitions if that was true. Because chargebacks did happen and XXXX XXXX ruled in my favor!!! ( even though their investigation found I owed) you see the mistakes made are endless. In XXXX XXXX after closing my accounts 2 personal and the XXXX business account. Someone realized an in-house mistake had been made. But, not before you had reported my accounts to the three CRA's dropping my XXXX from XXXX to XXXX  overnight.My credit reports show I paid as agreed. And you still canceled my accounts. You said they were going to reopen my accounts you said I would be sent new credit cards. And you said you would clean up the mess you made at the CRA. To date you have never sent me new cards nor have you cleaned up the inaccurate false reporting you did to all three CRA. Now you have sent me off to collection and my credit is ruined for the next 10 years.This is wrong! I owe XXXX on my XXXX Card I owe XXXX on my two personal cards. But today we are discussing the XXXX  CARD ONLY. I have you( XXXX XXXX  ) in multiple letters, the last being XXXX XXXX to send me the proof that I owe. Not just on my XXXX card but all XXXX cards. Because I have sent you proof that I don't. To this date I am locked out from seeing anything having to do with my accounts online. When XXXX XXXX canceled all three cards XXXX XXXX XXXX they also blocked me from seeing my account online. I am a paperless customer and rely on the app. They refused to let me in. I was on restricted view which meant I had no access to statements. I was unable to view what they were doing with my accounts. I couldn't see the daily activity. XXXX XXXX would not allow me online access to my accounts until XXXX. By XXXX when I was allowed in for three days before they cut off my access once again I saw the mess they had caused and of course bringing this to their attention caused them to block me once again. I could see the homepage of the app and that is as far as I could go ( see photo) I have lost a lot for you in-house mistake. I lost a loan to help with my daughters XXXX, I also had a credit card cancel me, and I had credit limits lowered to XXXX a joke a slap in my face. And all because of XXXX XXXX. I to date can't obtain credit. I have no business card and nobody will give me one. Why?? XXXX XXXX. The problem snowballed for me into an unimaginable mess. My business has suffered because I can't get credit. As a small business you surely need something. I always paid as agreed on all three cards. And I have been left in the worst possible scenario. I have placed over XXXX phone calls to XXXX XXXX I have written a good XXXX emails to XXXX XXXX  and I know he is opening them. I have an email tracker. He has opened some of my emails XXXX to XXXX times. Same with XXXX XXXX XXXX of Fraud I have emailed her with no reply I have every customer service person's name and ID. I have faxed and most importantly I have written letters which were sent to confirm delivery. My letters with attachments I know made it to XXXX XXXX The time limits set by the FTC have not been met by you. XXXX XXXX  a few short months ago after Radius the collections agency sent me every one of my XXXX statements. Something that XXXX XXXX refused to do. I went over my XXXX Statements and nothing had been done. No credits for overpayments, no credits for my returns and the transposed number still there. And now you have added on to the statements I have not been able to see since you closed my accounts two new card numbers and XXXX who has a card #XXXX Two new card numbers that I have never owned activated or used. # XXXX  and card #XXXX There are a series of adjusted transactions some are under new transactions but what are they for?? Adjusted, New they tell me nothing what is the transaction for. There are transactions under a card number I don't have, never used, and its on the same statement with my true and correct card number # XXXX (see statement below) My XXXX letter asking for proof, asking what these adjusted transactions are and still to date saying I am disputing these charges I do not owe. And I am still to date being charged late fees and interest on what??? I have asked for proof of debt. XXXX XXXX ignores me. XXXX XXXX has not followed the time limits given to them by the FTC; they can't be bothered writing me back nor telling me why I owe when I know I don't. They have had more than 2 billing cycles to repair this and get back to me and they don't. My Spark card was closed XXXX XXXX XXXX It as closed while in excellent standing ,paid as agreed..Since that closure I have called and written to XXXX XXXX Executive team leaving numerous messages. I can't get a person to call me back.I have proof of those The customer service reps they have a different story daily so they are of no help XXXX XXXX XXXX seems to be the last statement where there are transactions put back onto my card. It appears that this was the final credit card statement with a lot of activity. So pull up the statements. I have only had one XXXX card and my card is #XXXX  then why are there transactions on a card that I never had?? And why are they one the same statement? I also would like you to notice you have XXXX XXXX back on this statement as a charge. This dispute was handled and the company paid XXXX XXXX this charge keeps going off and on and I am not paying it. Statement this is the one I went through at the start of this complaint. XXXX XXXX XXXX XXXX XXXX Page XXXX  shows my correct payment of XXXX Page XXXX the number changes to XXXX Previous Balance XXXX Payments XXXX XXXX XXXX XXXX TOTAL PAYMENTS MADE XXXX XXXX interest on what ??? My account was overpaid the balance due was XXXX I paid XXXX I should have a credit of XXXX for the overpayment XXXX XXXX XXXX  Return shows up as a new charge I now should have two credits moving forward XXXX overpayment XXXX XXXX crushed box return Please notice the numbers transposed under payment from page XXXX to page XXXX I should have l credits going into XXXX XXXX XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXX day billing cycle Previous Balance XXXX Payments XXXX  Other credits I am assuming they have realized they cant charge interest on nothing XXXX Transactions XXXX New Balance XXXX Where is my XXXX credit for my return and overpayment Going into XXXX should have a credit XXXX credit Plus I paid XXXX So moving forward nothing is correct the amount paid are the only thing right. There is no credits for overpayments there are no credits for returns, the numbers are still transposed. Still no credit given on my overpayment and on the credit from XXXX in XXXX Statement XXXX XXXX XXXX  Previous Balance XXXX  Payments XXXX Other credits XXXX Transactions XXXX  New Balance XXXX  Statement XXXX XXXX XXXX card #XXXX Payments Credits and Adjustments. XXXX XXXX Purchase Adjustment. XXXX XXXX XXXX  Purchase adjustment XXXX XXXX XXXX Purchase AdjustmentXXXX XXXX XXXX XXXX Purchase Adjustment. XXXX XXXX XXXX XXXX Purchase Adjustment XXXX Transactions #XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX again XXXX XXXX gave temp credit and XXXX XXXX  refunded XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at XXXX XXXX ) XXXX XXXX XXXX XXXX  Looking at my orders this amount this date no XXXX purchase XXXX XXXX XXXX XXXX  Ruled in my favor claimed they didnt I paid XXXX paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX total owed XXXX XXXX total owed XXXX Next Issue XXXX XXXX has failed to issue credits for my returns to XXXX  and XXXX even after they were provided with proof that the store issued back the refund to the original source of payment #XXXX Refunds issued by store on card#XXXX but not put onto my XXXX Card as credit. XXXX XXXX amazon refund for XXXX  posts as a new charge XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX return of dress XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( only dispute I opened and it was resolved by XXXX XXXX  they sent the refunded to XXXX XXXX card XXXX and XXXX XXXX took back the temp credit they issued me. And It now shows up again as a new charge in XXXX XXXX  Statement it shows up again as a new charge on XXXX XXXX XXXX XXXX return XXXX XXXX XXXX XXXX XXXX return XXXX Payments made to Vendors they have back on XXXX  Statement XXXX XXXX win XXXX XXXX XXXX see her email Chargeback ruled in my favor XXXX XXXX XXXX XXXXt order XXXX  XXXX  Regarding this Statement XXXX XXXX XXXX  total owed XXXX XXXX worth of charges added back on card number #XXXX Late fee XXXX I do need to know what each Purchase Adjustment The words Purchase adjustment does me no good I need to know the person, place or thing. As requested in XXXX XXXX Statement XXXX XXXX XXXX XXXX  card #XXXX not my card Purchase adjustment XXXX post date XXXX XXXX Transactions XXXX on a card I have never activated or used and my accounts were still closed? Past Due fee XXXX  Interest XXXX Total fees charged XXXX Statement another new XXXX card number shows up #XXXX XXXX XXXX XXXX Transactions Past Due Fee XXXX Interest XXXX Total fees charged XXXX Need to know how the total fees add up to XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  Past Due fee XXXX  Interest XXXX Total Fees charged XXXX ??? Total interest charges XXXX Statement XXXX XXXX XXXX XXXX card #XXXX Interest XXXX  Total fees XXXX  Total interest XXXX  Statement XXXX XXXX XXXX XXXX XXXX #XXXX Purchase Adjustment XXXX XXXX post date Purchase adjustment XXXX XXXX XXXX Purchase Adjustment XXXX  Transactions XXXX XXXX XXXX Interest XXXX  Total Fees XXXX Total Interest XXXX Statement XXXX XXXX XXXX XXXX XXXX XXXX card #XXXX XXXX XXXX  Purchase adjustment XXXX Interest XXXX Total Fees XXXX  Total interest XXXX Statement XXXX XXXX XXXX  card XXXX Interest XXXX  Total fees XXXX Total interest XXXX As you can see the mistakes on just this XXXX account are endless. And according to the FTC I don't have to pay a penny ( which I owe nothing) until XXXX XXXX figures this out. Now they have passed the deadline time of a reply and of getting this and the two personal cards adjusted properly. You must send you your credit card bill at least XXXX days before your payment is due. This helps you know exactly what you owe and gives you time to pay it before you owe finance charges. For instance, you could pay the entire balance of your bill (and usually avoid finance charges) or make a minimum payment (and owe finance charges). Per the FTC Promptly credit or refund overpayments and other amounts owed to your account if the amount youre owed is more than one dollar. If you prefer a refund, the issuer must send it within seven business days after they get your written request. If your bill has a mistake, the issuer must explain to you  in writing  the corrections that will be made to your account and remove all finance or other charges related to the error If the issuer determines that you owe some of the disputed amount, they must tell you promptly and in writing how much you owe and why. You may ask for copies of documents that the issuer says prove you owe the money. If an issuer doesnt follow the settlement procedure, they forfeit a portion (up to XXXX) of what theyre allowed to collect (the disputed amount plus finance charges), even if the bill turns out to be correct. For example, the issuer may have acknowledged your complaint in 45 days  15 days too late. They may have taken more than two billing cycles to resolve a dispute, or they may have threatened to report your failure to pay during the dispute period. Even if it turns out you owe the disputed amount, the issuer loses the right to collect up to $50 from the amount they otherwise could collect, because they violated the law. FTC says If youve noticed a billing error on your credit card statement and sent a written letter disputing the charge to your credit card company, they must acknowledge your dispute by sending you a billing error notice within 30 days of when they received your letter. They have two billing cycles  generally two months or 60 days  to investigate the error, but they cant take more than 90 days. In the meantime, theyre not allowed to charge you interest on the amount being disputed.If the card issuer determines no billing error occurred, they must mail or deliver an explanation of the reasons why theyve rejected your dispute. If the card issuer determines a billing error has occurred, then they must correct the billing error, credit your account with any disputed amount and any related finance or other charges, and send a correction notice to you. They have charged me for both interest and late fees. And no explanation to my recent The issuer may not take action against you for using your rights. The issuer can tell the three nationwide credit bureaus XXXX XXXX XXXX XXXX) that youre challenging your bill.YOU NOT ONLY TOOK ACTION AGAINST ME YOU RUINED MY CREDIT. At this point I have been trying for one year. I would like XXXX XXXX to post the payments I had to make to my vendors while they were off disputing items that never needed to be. I want them to clean up my credit they have ruined my XXXX today is at XXXX from XXXX they need to remove the closed accounts off the CRA's They never reopened them in May like they said they have kept my accounts closed and reporting them wrong. They need to make this right I need to be removed from collections. I want to be able to obtain credit and XXXX XXXX  should be the issuer of a new Business card. They have ruined my credit and my business has suffered over this . . I have attached proof I have paid my vendors I have sent returns I dont see credit for I have sent statements and anything else needed for you to correct this mistake let me know. You have not done the right thing from the start. please do it now.\n\nPlease see in addition to the attachments on this complaint the complaint you marked as duplicate XXXX refer to those attachments as well \n\n\nAgain what is the generic adjusted purchase on XXXX XXXX  statement? Why are there two card numbers with purchases on both I have only had one XXXX Card #XXXX  so what is #XXXX  who used that card for purchases who activated that card? \n\nXXXX XXXX is back as a new charge ??","date_sent_to_company":"2023-12-18T20:04:10.000Z","issue":"Attempts to collect debt not owed","sub_product":"Credit card debt","zip_code":"90034","tags":null,"has_narrative":true,"complaint_id":"8020135","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Radius Global Solutions LLC","date_received":"2023-12-18T20:04:06.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["I <em>could</em> see the homepage of the app and that is as far as I <em>could</em> go ( see photo) I <em>have</em> lost a lot for you in-house mistake. I lost a loan to help with my daughters XXXX, I also had a credit card cancel me, and I had credit limits lowered to XXXX a joke a slap in my face. And all because of XXXX XXXX. I to date can't obtain credit. I <em>have</em> no business card and <em>nobody</em> will <em>give</em> me one. Why?? XXXX XXXX. The problem snowballed for me into an unimaginable mess."]},"sort":[10.537631,"8020135"]},{"_index":"complaint-public-v1","_id":"6233711","_score":9.627687,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Here is what happened and had Been happening. I am a victim of fraud and Identity theft. I believe Experian Credit reporting agency is a major part of the problems I have been experiencing. Although I had been experiencing and feeling the effects from this I did not know what was happening, why, or how. finally in XXXX  after being scammed by different banks since I was 20 years old in XXXX I was told by a bank in XXXX that I was a victim of fraud and identity theft and to check the credit bureaus which they had listed on the letter which was ExperianXXXX XXXX, and XXXX XXXX XXXX XXXX  which I did not even know there were ac counts created at these companies with my private personally identifying information because I myself did not create or open these accounts. I did not even know that I could. After contacting first XXXX, there\nI learned that I was in fact a real victim of fraud and identity theft. I was made aware that my Social security number had been mixed with a whole other individual file and it was a business. At that time XXXX verified my real identity and said they would no longer report that information with my file and that my file was secured. that company suggested I contact the other three credit reporting agencies, Experian, XXXX and XXXX which I had done right after. the first one I contacted was experian. Once I got connected with a online agent, I explained why I was calling, and that I had been a victim of fraud and identity theft who was told to contact the. company. The agent asked me for my social security number. At first I was hesitant, yet after the agent said if I did not give it to the agent that the agent could not help me. So I ended up giving the  number to the agent who then told me yes I did have a consumer file. I explained to the agent that I did not know that, nor had I created that consumer account file and reminded the agent of just learning that was happening to me. The agent began  to verify the in formation on the report. None of it was accurate, none of it, from my full given name which if it was me would have been used accurately plus if it was verified, would have been accurately entered if it was truly my account as the agent told me it was even after I explained to the agent the reason for my call for that company to know I did not create or open that account and did not even know there was one existing in my likeness. the agent began to attempt to get my accurate information just to put it on the inaccurate fraudulently opened account. once I noticed that I had made the agent aware that the agent seemed to be trying to cover up something instead of closing the account that I did not create or as for. well at that time the agent got rude and began to tell me that I could put a security freeze or and fraud alert even after me telling g the agent that is not my account and I just simply want that account removed or my information that was mixed with that account removed from the account. The agent told me that would not be able to be done, and begin to as me for things lie my date of birth, which they had inaccurate, ask. me for my address which they had inaccurate, because I was able to pull up the file while talking on the phone with the agent after getting the information from the agent.The agent asked me to look over the file and anything that I did not see correct to say what information was not correct. once I looked and verified with the agent that none of it was correct not even my name. the agent told me that yes it was correct and that they would not change it, even after I uploaded and sent my accurate identification of my full given name and surname as it ought to be accurately, my date of birth was inaccurate which I verified that the agent was leaving and reporting information that should not be attached to me. The agent said that they would not change it because it was accurate and would not be able to be disputed. I asked even though I am a victim of fraud and identity theft and I verified that you are reporting inaccurate information is what I asked the agent at that time. The agent said yes even though that the agent would not change it and it would still be reported on the file . Then the agent went on to say is there anything else I wanted to dispute rudely. I then responded yes! All that is being reported as debts I owe which infect I do not owe which infect are other individual accounts using my social security number with their accounts which was what I learned from another bureau who notified me to tel me who also knew they were fraudulent accounts and inaccurate who told me they would no longer be including my private personally identifying information with that file, is when I asked why are you to the agent. who said because it was my information and it was accurate, but I could put in a dispute is when the agent said they could help me with that. I then said yes please do dispute it. I also then asked the agent well your saying the information is accurate even though I am saying it is not and can verify it and have, where was the agent getting this information from that the agent was so confident was being reported accurate from? and what way did the agent use to verify that it was accurate to the point the agent was defending it with a attitude towards me the real one verified? The agent said that it received the information from several reporting companies. I then said oh really? even though the major ones notified me I was being a victimized by fraud and identity theft is what I asked the agent. The agent responded that I would have to take that up with the company and that the agent was completing the disputes and that I needed to wait for a response from the companies who was listed as reporting the information as accurate to complete their investigation and I would be notified. the agent then said there was nothing else to be done. I waited for the response. Once I got the response back, even after I verified my true accurate information, after I disputed all the inaccurate information, I was shocked to learn that the results from waiting came in and I was told that that was my accounts and the information was accurate so they at experian  was leaving it on. This happened in February , XXXX of XXXX because I had eventually disputed the information again yet the same thing keeps happening. even up to this day of me putting in yet another complaint about this for a resolution and more for the suffering this intentional error has been causing. I have contacted XXXX  who verified they did not even have a file for me and gave a few reasons, saying that I did not have a consumer file because I did not have a file in over 10 years, I never applied for credit, and it said something else I can't remember\n right now yet the card they sent id among the documents I collected from many companies in the past when I the fraud and identity theft and scamming was being done to me before I even knew what it was and what had been happening to me, even up to this day.  I explained that learning that much, I called back to experian and another agent tried to defend and stick to I guess their script to defraud by trying to say the information was accurate. I made that agent also aware that I hade no account with XXXX after calling that company to verify and XXXX who also said the same thing when I first called them. After speaking to them they gave me a account, told me to keep the freeze on and that they would help protect me from any fraud and would not report any fraudulent or inaccurate information and that they would alert me to any suspicious activity using my private personally identifying information.  I get a monthly statement from XXXX letting me know, no public records were open on my account, no activity, no debts. nothing which I don't have as verified by the IRS bureau of fiscal services who verified my social security number and said my account was paid in full and I did not owe any debts, and because I was not employed by anyone or own any business, that I did not even have a its collection account with them, after I explained to the IRS the reason for my call to their bureau as I was trying to find out how the fraud and identity theft was happening and explaining how another credit bureau agency had told me that my social security number was used with an individual name but it was a business because I asked who and how because I had not lost my identification anywhere. The agents there verified my information and let me know to contact the social security administration and the law enforcement.  Which I did but I guess that is another complaint for a different thing, yet somewhere from some source, which I keep coming back to experian who has to be reporting the inaccurate information, even though they say its not them because they are reporting accurate information although I know that they are not, this information being negatively reported with my private personally identifying information although I do not get loans and have not ever been able to since I was 20 when I first ever went to a bank to apply for an account which I was told I needed to be able to make payments to eat, get a place to live, to make payments for all I needed to pay for costs and things, is what I was told by those individuals in business in offices that  I was instructed to go to located in the state of North Carolina to start, at age 20 that I surely remember the individuals there in those offices even the banks I went to, asking for my private personally identifying information who said they needed it to provide me what they said I would get. I now know for a fact from years of the same experience of being instructed to open a bank account in XXXX, that I have been scammed for years well more like decades because of this misleading suggestions by the business employees who apparently get my information and then instead open up fraudulent accounts who have been selling it to the credit agencies or bureaus who continue to keep inaccurate reporting which is obviously coming from credit reporting agencies, which I was being told for the longest that Identity theft is hard to resolve or investigate because they the investigation bureaus do not know where this is coming g from, I now know that has been a lie too. I know for a fact that no one is doing nothing about this and did not truly investigate or verify the information they bought and have been selling and continue to sell as accurate  is my guess is why they are refusing to stop. I even contacted  Bureau of fiscal services, United States treasury department who said none of my transactions should never decline for payments. And I left out the fact that I am actually owed money from many deposits I made to these fraudulent bank accounts created in my likeness yet not accurate because when I questioned on many occasions to the banks managers throughout my experience with banks from XXXX  up to this year XXXX  when they were opening an account for me, I questioned the fact that even after I show my passport identification united stated of America and no I am not an immigrant, I am native to North American land which has been verified, I questioned even after verifying why did they change my name which could appear could be someone other than myself and would cause a conflict which could explain why the bank accounts never be sufficient after learning this was happening at all the banks I ever applied to, who would do this, and them reporting to these other agencies and bureaus as accurate, yet the accounts the bank managers actually opened up for me from now to back then have never been sufficient, I get over charged, I never receive the proper credits back to my accounts and loose all my deposits to those banks after the accounts there get closed but I did not and do not owe any debts. As a matter of fact I am actually owed payments back due to me from making many advanced payments because the businesses, banks, first. My reason I believe this was able to happen and go on for so long is because the credit reporting company experian and the banks and other credit reporting agencies reporting inaccurate information about me actually have some type f[of business deal to defend that mess. which is caused and still to today been causing a huge mess for my life and lifestyle, causing me to be scammed and at risk for more scams which continues as I go without because of the misconduct of these agents representatives who been trusted somehow by who I do not know cause I did not trust them. I was always told since 18 if I do not work and go sign up to these businesses who been scamming me that I would not be able to have any money eat, or have a place to live or get what I needed or wanted. Well I did all that since XXXX and in XXXX still being scammed til this day. All starting with these companies or against under government who have been stealing and scamming from me down to my very own identity and continue to report their version of my identity and their a counts as my own. Experian will not close or compensate  nor correct the inaccurate in formation and separate my private personally identifying information from those accounts. instead they continue to report them which had surely been having a negative affect on my and my children lifestyle without a doubt. But they still defend this madness and I still have to suffer as I am because of it. My children and I. and it is not fair. Yet tell me is it fair that they get to do this and continue to profit from it while we go without? this is my complaint something has to change immediately. This should not be allowed to go on any further as it has, for weeks, months, years, decades to me and my children is wrong. absolutely wrong and shall not be happening. Yet I my complaints just keep getting passed around  and no place yet that I have sent reports to have done nothing to change this so that it is no longer a hinderance to my life. I am now beginning to wonder why? Not even this bureau who I haven't quite gave up on yet, as I did send a report complaint in XXXX  a few to the CFPB consumer financial protection bureau who seem to have done anything yet but forward my reports or complaints to the same companies who seem to be doing this because they are being paid from false inaccurate reports. Probably being paid from The Bureau of the fiscal services treasury account that I was told all my payments come from cash or Cheque form and should never decline. My guess is they are creating this so that they can be able to falsely charge me and my accounts so that they could get the payments instead as they falsely promise to make the payment. Then they create accounts and bills and things to cover cost and payments for their own benefit but then tell me I have to pay them when I never received the payment to make any payments in the first place, or they say I owe them somehow is what I see been happening now that I had to dome own investigating to help get a resolve because nobody was or is doing anything after I report everything that I have learned has been happening to me as I find out. There has to be justice to me and my children for a change of all of this. This is terrible. we can not even buy well pay for food because of it as well as many other necessities we are in need of and have been continuing to go without for years decades and still going on. makes no sense. Experian should just closed down because of doing this. I can only imagine how many other lives they ruined and continue to ruin because of their bad business practices and their affiliates who would take their word for it without going behind them and verifying their information they are reporting. I am just thankful that XXXX did, as well as the bank who chose to notify me of this as they should have, which was different than all the other banks who choose to scam me along side experian instead.","date_sent_to_company":"2022-11-22T22:55:45.000Z","issue":"Improper use of your report","sub_product":"Other personal consumer report","zip_code":"29715","tags":null,"has_narrative":true,"complaint_id":"6233711","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-11-22T19:12:27.000Z","state":"SC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["At first I was hesitant, yet after the agent said if I did not <em>give</em> it to the agent that the agent <em>could</em> not help me. So I ended up <em>giving</em> the  number to the agent who then told me yes I did <em>have</em> a consumer file. I explained to the agent that I did not know that, nor had I created that consumer account file and reminded the agent of just learning that was happening to me. The agent began  to verify the in formation on the report."]},"sort":[9.627687,"6233711"]},{"_index":"complaint-public-v1","_id":"5722407","_score":9.42389,"_source":{"product":"Mortgage","complaint_what_happened":"I built my home and finance it by myself, in XXXX. I was the sole owner. Against my will, I was coerced ( by XXXX XXXX and XXXX XXXX XXXX of XXXX XXXX XXXX ) into refinancing my home in XXXX of XXXX and adding my Now ex-husband to my loan ( I married him in XXXX of XXXX kicked him out in XXXX, and finalized our divorce in XXXX ). At closing, I paid an additional {$3100.00} to buy my rate down to 0.75 %. My monthly payment should have consisted of 0.75 % ~Margin plus the 30 day Libor rate. They tried to get me to pay even more money to reduce my margin to 0.25 % but I did not have that much extra. As it was, I paid more money to buy my rate down than I wanted to pay. My home loan is known as a XXXX XXXX XXXX XXXX and the payments change monthly based on the interest rate ( Margin ) plus the 30 day Libor. I am now discovering that the reason XXXX wanted my ( now ex-husband ) on my home loan is so they could increase my balance as high as possible so they could get a higher commission. I told them I did not want my balance to be that high, but they insisted it would be better in the long run. Since my very first mortgage payment in XXXX, the interest calculated on my account has been inaccurate. My loan was immediately sold to GMAC XXXX. I contacted XXXX on XX/XX/XXXX and inquired as to when my new lower payments would be taking effect since I bought my rate down and he told me something about pressure on the international markets or something like that. On XX/XX/XXXX, XXXX emailed me and told me my rate fell half a point. I was extremely excited because I though my payments would be significantly lower. However, this was not the case. My payments were still not where I was told they were going to be during the presentation by XXXX XXXX. In XXXX of XXXX, I asked XXXX when I would be receiving a statement from my mortgage company regarding the \" Points '' I paid to buy my rate down. He said it should come in the mail from either GMAC XXXX  or XXXX. I wrote him back on XX/XX/XXXX and told him I found my \" points '' on my closing statement. NOW, looking back at my year end tax statement from GMAC XXXX  in XXXX, they did NOT include the points. At the time, I didn't really pay understand because I did NOT have any idea how that worked. I kicked XXXX out of my home in XXXX because he was abusive to my two young children, but did not file for divorce until XXXX because he refused to accept the fact that we were done. I do not have any children with XXXX. In my divorce decree, the judge awarded me sole ownership of my home. I have been the sole owner and monthly mortgage payer since I had my home built in XXXX. Although I contacted GMAC XXXX  on several occasions to try and find out why my payments were wrong, and why my payments weren't being applied properly, I was never able to get it resolved because nobody was able to figure out how my home loan was supposed to work. It was EXTREMELY frustrating. My monthly balance never seemed to change even though I had paid a significant amount towards the principal. Anything above my interest was to be paid to the principal. I have verification of every single payment I made on this account and it can be supplied if the need arrises. I have paid at least {$150000.00} TOTAL on my home and yet I am somehow facing foreclosure. GMAC XXXX  ( XXXX XXXX XXXX XXXX, AZ XXXX ) declared bankruptcy in XXXX and liquidated their assets in XXXX. I continued making my payments to GMAC even though a company named XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, IA XXXX ) had taken over my home loan from XX/XX/XXXX to XX/XX/XXXX. My Bill Pay from my bank continued to send my payments to GMAC. I was not aware that GMAC was not my servicer anymore until I began researching my home loan timeline for this foreclosure. That is when I saw emails from XXXX. What I have found in my research is that XXXX was found guilty of fraud and numerous other allegations of wrongdoing. From the documents I am able to locate, I paid GMAC and XXXX a total of {$100000.00}. ( this does not include payments to XXXX  and ALLY. These payments were both tied to the same account number. These are the payments I can locate by searching my different payment methods. It could be more than this. During this entire time, I contacted XXXX hundreds of times to try and get my account straightened out. It was so stressful. They just kept giving excuse after excuse and kept saying they would look into it ; but that never happened. And then they were gone! XXXX took over my loan in XXXX of XXXX. It was a nightmare right from the start. My account number changed. Their online system was horrible. Nothing about my home loan looked correct. The payments, the balance, and the odd charges they kept charging my account were not applicable. Their system wouldn't accept payments from me that were less than what they claimed I owed. Prior to that I could make a payment every hour if I wanted. The amount of interest they were charging me was WAY too high. Calling them and trying to get a supervisor was impossible. Nobody knew what type of home loan I had, nor did they understand how to credit any of my payments. I tried telling them my balance was wrong, my interest was wrong and they needed to accept my payments regardless of the amount I tried to pay. They refused to help me. Even charging me a fee to take payments over the phone when their system wouldn't accept my payments. They are horrific and shouldn't even be in business. Then in XXXX of XXXX, XXXX suddenly doubled my monthly payment without any explanation. Even though my payments were not accurate to begin with, the XXXX rate hadn't changed much so my payment shouldn't have doubled. Once again I tried calling to get help but everyone I spoke with was useless. NOBODY knew how to help me. They kept telling me that a supervisor would call me back, but that call never came. It was an endless cycle of lies and deceit. In XXXX my interest only period ended and my payment increased by {$700.00} per month. I was able to keep up on these payments until XXXX of XXXX. I was still trying to get my mortgage balance/payments straightened out and because these payments weren't accurate, my mortgage fell behind. I was owed money from a company who emailed me and said they were going out of business and couldn't pay me. That was a complete blindside. I have several different companies, but that was a huge part of my projected income. So in addition to my payments being higher than they were were supposed to be, I now had to rebuild my companies. Come to find out XXXX was issued a Cease and Desist order for unsafe and unsound practices from the XXXX in XX/XX/XXXX. Then the pandemic hit and I started receiving mortgage statements from a company named ALLY Bank. They held off foreclosures during the pandemic. I spoke with a gentleman in XXXX of XXXX and asked for forbearance. He kept trying to tell me that the loan wasn't mine. I don't know if he was ever convinced that this loan belongs to me but he tried his hardest to tell me that it did not belong to me. He also said that I could only have forbearance for 6 months. That brings me full circle to this moment in time. I am trying to work with ALLY to have them straighten this out. I also have a housing counselor ( XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX. She can attest to all of the incompetence we are experiencing. We asked for a loss mitigation packet on XX/XX/XXXX. My original sell date was set for XX/XX/XXXX. I did not receive that packet until XX/XX/XXXX. In the interim, I found a previous loss mitigation packet from XXXX ( which I sent to XXXX  but the post office was not able to deliver because they said nobody was at their address in New Jersey ). I emailed ALLY an 8 page hardship letter, along with numerous financial documents etc ... on XX/XX/XXXX. The email I was given to send these documents was XXXX. I received an error from this email \" XXXX '' stating that the documents were too large ( even though they were under 20gigs ). The error message was from XXXX. This was a RED FLAG. Then on XX/XX/XXXX my housing counselor compressed/faxed/emailed all of these documents ( hardship letter which also asked for payment verification along with calculation of interest rate for my loan from XXXX to present, loss mitigation application, divorce decree, XXXX, XXXX, Owner policy Schedule A, and DT. On XX/XX/XXXX, I received an email from the loss mitigation department at Ally telling me the options in lieu of the foreclosure. They also asked me to enroll in their online portal. I started the enrollment process then noticed that the terms and conditions belong to XXXX  XXXX. I also noticed that the terms and conditions included a section that wanted me to give my permission to XXXX XXXX XXXX XXXX XXXX to use, reproduce, adapt, publish, translate, and distribute my user content in any existing or future media, text, images, audio material documents that I submit to the website for whatever purpose they desire. Another RED FLAG. XXXX called on XX/XX/XXXX and spoke with agent XXXX. She had to put XXXX on hold and finally WAS able to locate the documents sent on XX/XX/XXXX. The agent looked over the paperwork and made some suggestions. I complied with her suggestions and XXXX sent ALL the documents once again on XX/XX/XXXX. On XX/XX/XXXX, XXXX called to verify that the documents had been received. The agent told her that there was not an open case yet ; but that the foreclosure/sale date had been pushed out until XX/XX/XXXX. I had not received any notice regarding this so it was a surprise. We still do not know why the date was pushed out. On XX/XX/XXXX we did a three way call which consisted of me, XXXX and XXXX XXXX from ALLY. She informed us that NONE of the documents we had sent were in their system. She said we would have to send everything again. I was so upset. I kept asking her questions and she couldn't answer one single question. I asked to speak with a supervisor and she said this was not possible but that a supervisor would call me back within 24 to 48 hours. I waited all day XX/XX/XXXX and XX/XX/XXXX and no call ever came. I have screenshots of all my calls during this time and they did NOT call me. A supervisor, to this day ( XX/XX/XXXX, ) has never called me back. XXXX sent all of my documents again on XX/XX/XXXX. I received a letter in the mail from ALLY on XX/XX/XXXX dated XX/XX/XXXX, that states they are still missing several documents. This company has now lost all of my documents that were ( rejected XX/XX/XXXX ) sent again XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The missing documents have been sent. On XX/XX/XXXX my phone rang at XXXX. I answered the call and it was ALLY. The person on the line was XXXX XXXX agent number XXXX. This was NOT a supervisor. Just a collection agent who couldn't help me. She tried telling me that she couldn't talk to me unless I verified which two accounts my prior payments had been sent from. I couldn't understand why she would need to know that. She said because it's a HELOC, she has to verify more than just my name, address, social security number, etc .... I told her my loan is NOT a HELOC and that it's a home ownership accelerator. She said she had never heard of that. I proceeded to tell her that the reason for my delinquency was mainly because of fraudulent payment ommissions and miscalculations of payments. She said that I had to contact XXXX and XXXX because ALLY didn't take over my loan until XXXX. She said that XXXX would be impossible to reach so \" good luck ''. I informed her that since they now own my loan, they will have access to all of the information attached to my loan since its inception. I told her I wrote and asked for verification of my payments and calculation of my payments when I sent my hardship letter in on several different occasions. She said she didn't see those documents in her system. I told her they had FIVE Days to acknowledge receipt of my request ( this has not happened ). She said that documents get lost all of the time and I would just have to continue sending them. ( THIS IS RECORDED ON HER END SO YOU CAN VERIFY ALL OF THIS ). I was absolutely floored when she told me that they lose documents all the time. I believe they are trying to prevent me from getting my loan modified by losing my paperwork and telling me requirements that aren't true. That's unethical and not acceptable. XXXX XXXX did tell me that she would put in a request for verification of my payments made and calculation of my payments. In addition to the fraud, I also told her that my delinquency was due to financial hardship. I told her that we had sent in ALL of the documents that had been asked for and she said she would email the loss mitigation department to find out why they are still saying I have missing documents. XXXX called ALLY again in the afternoon of XX/XX/XXXX. She wanted to follow up with them regarding my conversation with XXXX XXXX. She was informed that the request for verification had been sent but they also told XXXX they have received the missing documents ( XX/XX/XXXX ) ; but will not accept my documents because I have redacted a portion of my bank statements and my taxes are expired. According to the letter I received from them, they only need to see my deposits. That is what I provided. They also said to provide my most current filed tax return ( which it's XXXX ). I filed my tax returns on XX/XX/XXXX. They want me to provide the extension I filed for this year. I have done taxes for 33 years and I know for a FACT that I do NOT have to file an extension unless I owe taxes. And even then, I have until XX/XX/XXXX of XXXX to file my tax return regardless of if I filed an extension or not. IF I owed taxes, I technically don't have to file an extension but I would be penalized higher for not filing an extension ; BUT if I don't owe taxes, I am not legally obligated to file an extension. HOWEVER ; their letter states that either tax returns OR bank statements are necessary. I DO NOT TRUST them. I DO NOT want them having my bank account information. I sent them my bank statements with my deposits listed but my debits and my account number redacted. I also sent them my XXXX, XXXX, XXXX statements. They do NOT need to see my debits, they only need to see my deposits. That is what their letter asks for. They are also trying to say I have to include my ex-husband on my modification application since his name is still tied to my home loan. He has not lived her since XXXX. My divorce decree from XXXX states that the judge grants me as sole owner of my home. My ex is obsessed with me and since he was abusive, I have had ZERO contact with him since I kicked him out in XXXX. He only lived here from XXXX to XXXX. I know that ALLY can modify my loan without him. I have been the sole person who has made 100 % of the payments since day number one. In fact, once my payments are credited properly, I shouldn't have much of a balance left at all. In addition to everything that has happened. My mail carrier forged my name on some Certified Letters from the attorney handling this foreclosure. I filed a complaint with the postmaster in my home town. Both the carrier and the postmaster have tried to cover up this fraud. I have a witness that wrote a sworn statement regarding the carrier never exiting their vehicle on the day in question. The postmaster said their GPS tracking system shows the carrier never exited their vehicle AND ... ..NOBODY was home when the mail carrier forged my name and left the certified letters in my mailbox. I did not want these letters and I had never gone to the post office to pick them up in the past when the notice was left in my mailbox. I'm sure that a letter carrier forging my name comes with some pretty serious implications. I'm pretty certain this is a federal offense. Now the attorney who sent those letters \" THINKS '' I have received them and read them. I still have not opened them. I will also be filing a complaint with the postmaster General. I asked my local postmaster what the update was today. He said he would find time last week to speak with the carrier after I sent him the sworn statement from a neighbor. He has yet to reply. Me trying to get this straightened out is not due to lack of trying, it is due to incompetency and lack of follow up from XXXX, XXXX, XXXX  and ALLY. I am a female, self employed entrepreneur, and I raised my children all by myself without any help at all. I have been self-employed since XXXX. I work hard 24/7. I have never depended on a man ( or anyone else ) to help me financially. I have experienced GREAT success but also financial hardships. I refuse to lose my home because my interest rate and my payments were never calculated or applied correctly. I am so tired of this corruption and incompetency. I have PROOF of every thing I have said in this statement. I can back everything up. I do not have much time because my foreclosure has been rescheduled to XX/XX/XXXX. It was previously scheduled for XX/XX/XXXX, then XX/XX/XXXX. It keeps getting pushed out. \n\nYesterday ( XX/XX/XXXX ) I received a notice from CFPB.. That notice was from XXXX who acquired XXXX. In their statement, they claim they have no record of my mortgage. They want me to provide them with information regarding my mortgage. I am not going to make their job easy. They sent me emails, and also reported my mortgage to the credit bureau so they should absolutely have record of it. The fact that they can't find record of it is very concerning. This just goes to show that they must not have record of all the payments I made to them. \n\nI spoke with my housing counselor today. She informed me that she spoke with ALLY yesterday ( XX/XX/XXXX ) and was told that they closed my loss mitigation application but could not provide a reason why. My counselor was told that I have to begin the process all over again. They told me to call on Friday and ask why it's closed. This level of incompetency is unacceptable. They need to be investigated for fraud and be shut down for incompetency. \n\nXXXX XXXX","date_sent_to_company":"2022-06-29T19:19:03.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"83634","tags":null,"has_narrative":true,"complaint_id":"5722407","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2022-06-29T18:51:06.000Z","state":"ID","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":["It <em>could</em> be more than this. During this entire time, I contacted XXXX hundreds of times to try and get my account straightened out. It was so stressful. They just kept <em>giving</em> excuse after excuse and kept <em>saying</em> they would look into it ; but that never happened. And then they were gone! XXXX took over my loan in XXXX of XXXX. It was a nightmare right from the start. My account number changed. Their online system was horrible. Nothing about my home loan looked correct."]},"sort":[9.42389,"5722407"]},{"_index":"complaint-public-v1","_id":"5722467","_score":9.421887,"_source":{"product":"Mortgage","complaint_what_happened":"I built my home and finance it by myself, in XXXX. I was the sole owner. Against my will, I was coerced ( by XXXX XXXX and XXXX XXXX XXXX of XXXX XXXX XXXX  XXXX into refinancing my home in XXXX of XXXX and adding my Now ex-husband to my loan ( I married him in XXXX of XXXX kicked him out in XXXX, and finalized our divorce in XXXX ). At closing, I paid an additional {$3100.00} to buy my rate down to 0.75 %. My monthly payment should have consisted of 0.75 % ~Margin plus the 30 day Libor rate. They tried to get me to pay even more money to reduce my margin to 0.25 % but I did not have that much extra. As it was, I paid more money to buy my rate down than I wanted to pay. My home loan is known as a Home Ownership Accelerator Loan and the payments change monthly based on the interest rate ( Margin ) plus the 30 day Libor. I am now discovering that the reason XXXX wanted my ( now ex-husband ) on my home loan is so they could increase my balance as high as possible so they could get a higher commission. I told them I did not want my balance to be that high, but they insisted it would be better in the long run. Since my very first mortgage payment in XXXX, the interest calculated on my account has been inaccurate. My loan was immediately sold to GMAC Mortgage. I contacted XXXX on XX/XX/XXXX and inquired as to when my new lower payments would be taking effect since I bought my rate down and he told me something about pressure on the international markets or something like that. On XX/XX/XXXX, XXXX emailed me and told me my rate fell half a point. I was extremely excited because I though my payments would be significantly lower. However, this was not the case. My payments were still not where I was told they were going to be during the presentation by XXXX XXXX. In XXXX of XXXX, I asked XXXX when I would be receiving a statement from my mortgage company regarding the \" Points '' I paid to buy my rate down. He said it should come in the mail from either GMAC Mortgage or XXXX. I wrote him back on XX/XX/XXXX and told him I found my \" points '' on my closing statement. NOW, looking back at my year end tax statement from GMAC mortgage in XXXX, they did NOT include the points. At the time, I didn't really pay understand because I did NOT have any idea how that worked. I kicked XXXX out of my home in XXXX because he was abusive to my two young children, but did not file for divorce until XXXX because he refused to accept the fact that we were done. I do not have any children with XXXX. In my divorce decree, the judge awarded me sole ownership of my home. I have been the sole owner and monthly mortgage payer since I had my home built in XXXX. Although I contacted GMAC Mortgage on several occasions to try and find out why my payments were wrong, and why my payments weren't being applied properly, I was never able to get it resolved because nobody was able to figure out how my home loan was supposed to work. It was EXTREMELY frustrating. My monthly balance never seemed to change even though I had paid a significant amount towards the principal. Anything above my interest was to be paid to the principal. I have verification of every single payment I made on this account and it can be supplied if the need arrises. I have paid at least {$150000.00} TOTAL on my home and yet I am somehow facing foreclosure. GMAC Mortgage ( XXXX XXXX XXXX XXXX, AZ XXXX ) declared bankruptcy in XXXX and liquidated their assets in XXXX. I continued making my payments to GMAC even though a company named OCWEN Loan Servicing Center ( XXXX XXXX XXXX XXXX, IA XXXX ) had taken over my home loan from XX/XX/XXXX to XX/XX/XXXX. My Bill Pay from my bank continued to send my payments to GMAC. I was not aware that GMAC was not my servicer anymore until I began researching my home loan timeline for this foreclosure. That is when I saw emails from OCWEN. What I have found in my research is that OCWEN was found guilty of fraud and numerous other allegations of wrongdoing. From the documents I am able to locate, I paid GMAC and OCWEN a total of {$100000.00}. ( this does not include payments to XXXX  and XXXX. These payments were both tied to the same account number. These are the payments I can locate by searching my different payment methods. It could be more than this. During this entire time, I contacted GMAC hundreds of times to try and get my account straightened out. It was so stressful. They just kept giving excuse after excuse and kept saying they would look into it ; but that never happened. And then they were gone! XXXX took over my loan in XXXX of XXXX. It was a nightmare right from the start. My account number changed. Their online system was horrible. Nothing about my home loan looked correct. The payments, the balance, and the odd charges they kept charging my account were not applicable. Their system wouldn't accept payments from me that were less than what they claimed I owed. Prior to that I could make a payment every hour if I wanted. The amount of interest they were charging me was WAY too high. Calling them and trying to get a supervisor was impossible. Nobody knew what type of home loan I had, nor did they understand how to credit any of my payments. I tried telling them my balance was wrong, my interest was wrong and they needed to accept my payments regardless of the amount I tried to pay. They refused to help me. Even charging me a fee to take payments over the phone when their system wouldn't accept my payments. They are horrific and shouldn't even be in business. Then in XXXX of XXXX, XXXX suddenly doubled my monthly payment without any explanation. Even though my payments were not accurate to begin with, the Libor rate hadn't changed much so my payment shouldn't have doubled. Once again I tried calling to get help but everyone I spoke with was useless. NOBODY knew how to help me. They kept telling me that a supervisor would call me back, but that call never came. It was an endless cycle of lies and deceit. In XXXX my interest only period ended and my payment increased by {$700.00} per month. I was able to keep up on these payments until XXXX of XXXX. I was still trying to get my mortgage balance/payments straightened out and because these payments weren't accurate, my mortgage fell behind. I was owed money from a company who emailed me and said they were going out of business and couldn't pay me. That was a complete blindside. I have several different companies, but that was a huge part of my projected income. So in addition to my payments being higher than they were were supposed to be, I now had to rebuild my companies. Come to find out XXXX was issued a Cease and Desist order for unsafe and unsound practices from the XXXX in XX/XX/XXXX. Then the pandemic hit and I started receiving mortgage statements from a company named XXXX Bank. They held off foreclosures during the pandemic. I spoke with a gentleman in XXXX of XXXX and asked for forbearance. He kept trying to tell me that the loan wasn't mine. I don't know if he was ever convinced that this loan belongs to me but he tried his hardest to tell me that it did not belong to me. He also said that I could only have forbearance for 6 months. That brings me full circle to this moment in time. I am trying to work with XXXX  to have them straighten this out. I also have a housing counselor ( XXXX XXXX ) at Idaho Housing and Finance Association. She can attest to all of the incompetence we are experiencing. We asked for a loss mitigation packet on XX/XX/XXXX. My original sell date was set for XX/XX/XXXX. I did not receive that packet until XX/XX/XXXX. In the interim, I found a previous loss mitigation packet from XXXX ( which I sent to XXXX  but the post office was not able to deliver because they said nobody was at their address in New Jersey ). I emailed XXXX an 8 page hardship letter, along with numerous financial documents etc ... on XX/XX/XXXX. The email I was given to send these documents was XXXX. I received an error from this email \" XXXX '' stating that the documents were too large ( even though they were under XXXX ). The error message was from XXXX. This was a RED FLAG. Then on XX/XX/XXXX my housing counselor compressed/faxed/emailed all of these documents ( hardship letter which also asked for payment verification along with calculation of interest rate for my loan from XXXX to present, loss mitigation application, divorce decree, XXXX, XXXX, Owner policy Schedule A, and DT. On XX/XX/XXXX, I received an email from the loss mitigation department at XXXX telling me the options in lieu of the foreclosure. They also asked me to enroll in their online portal. I started the enrollment process then noticed that the terms and conditions belong to XXXX XXXXXXXX. I also noticed that the terms and conditions included a section that wanted me to give my permission to Back in the XXXX XXXX to use, reproduce, adapt, publish, translate, and distribute my user content in any existing or future media, text, images, audio material documents that I submit to the website for whatever purpose they desire. Another RED FLAG. XXXX called on XX/XX/XXXX and spoke with agent XXXX. She had to put XXXX on hold and finally WAS able to locate the documents sent on XX/XX/XXXX. The agent looked over the paperwork and made some suggestions. I complied with her suggestions and XXXX sent ALL the documents once again on XX/XX/XXXX. On XX/XX/XXXX, XXXX called to verify that the documents had been received. The agent told her that there was not an open case yet ; but that the foreclosure/sale date had been pushed out until XX/XX/XXXX. I had not received any notice regarding this so it was a surprise. We still do not know why the date was pushed out. On XX/XX/XXXX we did a three way call which consisted of me, XXXX and XXXX XXXX from XXXX. She informed us that NONE of the documents we had sent were in their system. She said we would have to send everything again. I was so upset. I kept asking her questions and she couldn't answer one single question. I asked to speak with a supervisor and she said this was not possible but that a supervisor would call me back within 24 to 48 hours. I waited all day XX/XX/XXXX and XX/XX/XXXX and no call ever came. I have screenshots of all my calls during this time and they did NOT call me. A supervisor, to this day ( XX/XX/XXXX, ) has never called me back. XXXX sent all of my documents again on XX/XX/XXXX. I received a letter in the mail from XXXX on XX/XX/XXXX dated XX/XX/XXXX, that states they are still missing several documents. This company has now lost all of my documents that were ( rejected XX/XX/XXXX ) sent again XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The missing documents have been sent. On XX/XX/XXXX my phone rang at XXXX. I answered the call and it was XXXX. The person on the line was XXXX XXXX agent number XXXX. This was NOT a supervisor. Just a collection agent who couldn't help me. She tried telling me that she couldn't talk to me unless I verified which two accounts my prior payments had been sent from. I couldn't understand why she would need to know that. She said because it's a HELOC, she has to verify more than just my name, address, social security number, etc .... I told her my loan is NOT a HELOC and that it's a home ownership accelerator. She said she had never heard of that. I proceeded to tell her that the reason for my delinquency was mainly because of fraudulent payment ommissions and miscalculations of payments. She said that I had to contact GMAC and OCWEN because XXXX didn't take over my loan until XXXX. She said that OCWEN would be impossible to reach so \" good luck ''. I informed her that since they now own my loan, they will have access to all of the information attached to my loan since its inception. I told her I wrote and asked for verification of my payments and calculation of my payments when I sent my hardship letter in on several different occasions. She said she didn't see those documents in her system. I told her they had FIVE Days to acknowledge receipt of my request ( this has not happened ). She said that documents get lost all of the time and I would just have to continue sending them. ( THIS IS RECORDED ON HER END SO YOU CAN VERIFY ALL OF THIS ). I was absolutely floored when she told me that they lose documents all the time. I believe they are trying to prevent me from getting my loan modified by losing my paperwork and telling me requirements that aren't true. That's unethical and not acceptable. XXXX XXXX did tell me that she would put in a request for verification of my payments made and calculation of my payments. In addition to the fraud, I also told her that my delinquency was due to financial hardship. I told her that we had sent in ALL of the documents that had been asked for and she said she would email the loss mitigation department to find out why they are still saying I have missing documents. XXXX called XXXX again in the afternoon of XX/XX/XXXX. She wanted to follow up with them regarding my conversation with XXXX XXXX. She was informed that the request for verification had been sent but they also told XXXX they have received the missing documents ( XX/XX/XXXX ) ; but will not accept my documents because I have redacted a portion of my bank statements and my taxes are expired. According to the letter I received from them, they only need to see my deposits. That is what I provided. They also said to provide my most current filed tax return ( which it's XXXX ). I filed my tax returns on XX/XX/XXXX. They want me to provide the extension I filed for this year. I have done XXXX for XXXX  years and I know for a FACT that I do NOT have to file an extension unless I owe taxes. And even then, I have until XX/XX/XXXX of XXXX to file my tax return regardless of if I filed an extension or not. IF I owed taxes, I technically don't have to file an extension but I would be penalized higher for not filing an extension ; BUT if I don't owe taxes, I am not legally obligated to file an extension. HOWEVER ; their letter states that either tax returns OR bank statements are necessary. I DO NOT TRUST them. I DO NOT want them having my bank account information. I sent them my bank statements with my deposits listed but my debits and my account number redacted. I also sent them my XXXX, XXXX, XXXX statements. They do NOT need to see my debits, they only need to see my deposits. That is what their letter asks for. They are also trying to say I have to include my ex-husband on my modification application since his name is still tied to my home loan. He has not lived her since XXXX. My divorce decree from XXXX states that the judge grants me as sole owner of my home. My ex is obsessed with me and since he was abusive, I have had ZERO contact with him since I kicked him out in XXXX. He only lived here from XXXX to XXXX. I know that XXXX  can modify my loan without him. I have been the sole person who has made 100 % of the payments since day number one. In fact, once my payments are credited properly, I shouldn't have much of a balance left at all. In addition to everything that has happened. My mail carrier forged my name on some Certified Letters from the attorney handling this foreclosure. I filed a complaint with the postmaster in my home town. Both the carrier and the postmaster have tried to cover up this fraud. I have a witness that wrote a sworn statement regarding the carrier never exiting their vehicle on the day in question. The postmaster said their GPS tracking system shows the carrier never exited their vehicle AND ... ..NOBODY was home when the mail carrier forged my name and left the certified letters in my mailbox. I did not want these letters and I had never gone to the post office to pick them up in the past when the notice was left in my mailbox. I'm sure that a letter carrier forging my name comes with some pretty serious implications. I'm pretty certain this is a federal offense. Now the attorney who sent those letters \" THINKS '' I have received them and read them. I still have not opened them. I will also be filing a complaint with the postmaster General. I asked my local postmaster what the update was today. He said he would find time last week to speak with the carrier after I sent him the sworn statement from a neighbor. He has yet to reply. Me trying to get this straightened out is not due to lack of trying, it is due to incompetency and lack of follow up from GMAC, OCWEN, XXXX  and XXXX. I am a female, XXXX XXXX XXXX and I raised my children all by myself without any help at all. I have been XXXX since XXXX. I work hard XXXX. I have never depended on a man ( or anyone else ) to help me financially. I have experienced GREAT success but also financial hardships. I refuse to lose my home because my interest rate and my payments were never calculated or applied correctly. I am so tired of this corruption and incompetency. I have PROOF of every thing I have said in this statement. I can back everything up. I do not have much time because my foreclosure has been rescheduled to XX/XX/XXXX. It was previously scheduled for XX/XX/XXXX, then XX/XX/XXXX. It keeps getting pushed out. Yesterday ( XX/XX/XXXX ) I received a notice from CFPB.. That notice was from XXXX  who acquired OCWEN. In their statement, they claim they have no record of my mortgage. They want me to provide them with information regarding my mortgage. I am not going to make their job easy. They sent me emails, and also reported my mortgage to the credit bureau so they should absolutely have record of it. The fact that they can't find record of it is very concerning. This just goes to show that they must not have record of all the payments I made to them. I spoke with my housing counselor today. She informed me that she spoke with XXXX  yesterday ( XX/XX/XXXX ) and was told that they closed my loss mitigation application but could not provide a reason why. My counselor was told that I have to begin the process all over again. They told me to call on Friday and ask why it's closed. This level of incompetency is unacceptable. They need to be investigated for fraud and be shut down for incompetency. XXXX XXXX","date_sent_to_company":"2022-06-29T19:29:34.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"83634","tags":null,"has_narrative":true,"complaint_id":"5722467","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2022-06-29T19:26:05.000Z","state":"ID","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It <em>could</em> be more than this. During this entire time, I contacted GMAC hundreds of times to try and get my account straightened out. It was so stressful. They just kept <em>giving</em> excuse after excuse and kept <em>saying</em> they would look into it ; but that never happened. And then they were gone! XXXX took over my loan in XXXX of XXXX. It was a nightmare right from the start. My account number changed. Their online system was horrible. Nothing about my home loan looked correct."]},"sort":[9.421887,"5722467"]},{"_index":"complaint-public-v1","_id":"12759789","_score":9.358702,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX\nI have been fighting Comenity bank since XXXX XXXX XXXX because they are trying to force me to pay for services I did not receive.  I have written numerous letters, talked to over XXXX  different people and got nothing but conflicting information.  They have destroyed my credit rating because they did not follow proper procedures when a cardholder reports a crooked merchant like XXXX XXXX XXXX  and whoever XXXX  XXXX  is. This bank is the worst one I  have ever dealt with since I have been doing  business, and that has been over 70 years. Why is this bank still allowed to remain in business? I have added excerpts from some of the customer complaints. Most of them have the same problem with Comenity. This is what they are doing: Comenity bank is using fraud and unethical practices to force cardholders to pay for services or products they do not receive. They use extortion to force them to pay and if they dont pay, Comenity will use black mail to force them to pay or they will destroy their credit rating. Credit ratings play a major role in every business transaction and Comenity knows this. These are some of the complaints: Comenity Bank Reviews THEY ARE CROOKS TO THE FULLEST. How could a bank like this still exist? No consequences. Where is the law? Is this the USA? Stay away from this bank. They charge for payments that don't go thru even though you get a conformation # from them. Got a janky answer from the manager that it take up to 15 day for them to get an answer.\nI have written three letters explaining this problem to this company but never receive a response!  I will not pay this bill; it is for a bogus account listing a bogus card, from a very disreputable company. DO NOT DO BUSINESS WITH THIS COMPANY!\nI'm sorry, but this is a fraudulent charge to me, and Comenity Bank has unethical business practices. This bank harassed me to pay it, they made collection calls and have been rude and distrustful even though I paid my account in full and closed the account. Helpful (0)\nEveryone should max out all their Comenity credit cards and refuse to pay. Most of the cards seem to be retailers and most people can live without retailers' cards. This will cause enough of a hiccup to get official attention to correct this corporation's thefts.\nThey would not work with me because they said the XXXX had been turned over to collections. I do not even owe this debt, and it is continuing to affect my credit score to the point where my home insurance doubled and is now XXXX more a year.\nThere I was, my car already serviced and Comenity told me to bring my card back when I received it and receive the service then!! I told Comenity, yeah Like this merchant is going to let me drive off and trust that I'll come back to pay for it, LMAO! I had to end up using another credit card I had and told Comenity to keep their card, dont mail it to me.\nPlease do not enroll with any credit card from Comenity Bank /Bread Financial. It is antiquated and a scam. There are some department stores that use them as well as XXXX Do not apply for anything with this bank.\nI can well understand why this \"joint\" has only 1 star rating. Comenity bank is usury at its finest. They are inconsistent, dishonest and scammy. Their accounts often include hidden fees and minimums. Payments will be applied randomly to multiple financed plans and their system does not have real time balance reporting. Their websites are trash. They will also randomly close accounts for no reason. Comenity: expect to be scammed.\nI used to have comenity bank with my XXXX  account and they were to difficult to deal with so I closed the account after they ruined my credit score on items I never bought. Now, I see they are doing the same thing with my XXXX  card. After i finally get out of the mess theyve made with that, I will never ever do business with any company that uses comenity, But since then Comenity bank calls 2 times a day and won't say anything when I answer. Checked them out and they are most likely a rip off scam company. They told us that we didn't pay the interest XXXX XXXX and all of the added fees. They sent us a bill - to our old address, again - and reported us again. Knock a hundred points off of our credit, zero confidence that they won't just do it again. AND when we were talking to them, the rep was rude, treated us like criminals, and hung up on us. Never again will I get anything from this bank. Never, ever, ever.\nComenity Bank is terrible, customer service rep's are just as bad. I purchased merchandise and donated XXXX to XXXX XXXX XXXX XXXX. I was not satisfied with the merchandise so I returned it. They credited by card all but the XXXX that I donated to XXXX XXXX. I later received a bill stating that I had a late fee. I did not have any other purchase on my card. They billed me late fees for XXXX months so I paid the late fee so it wouldn't impact my credit. The next month I received another late fee. My card is not late because I returned the merchandise. They are charging me monthly charges for the XXXX charges. I tried to dispute the matter.  I was given the wrong address, I had to contact the XXXX. This bank is definitely a SCAM. I'm closing my card and sharing my story on all social media platforms.\nComenity bank is such a scam you sent your money on time and they said oh no it takes 10 days to process so they give you late please I close my account immediately thank God the bogus late fees and interest charges which I am not going to pay I wish the companies that use them would not use them because I actually like the companies How come they are not aware of what a scam these people are? \n\nThey are quick to charge a late fee. I had a dispute with them and they never investigated it to get me a refund but the company I had a dispute with settled it later when I called the customer service number instead of the location of the disputed amount.\nPlease stay clear . This horrible greed . Plus I closed acct out last mth I pd it on XXXX XXXX they charged me late fee w acct closed in XXXX  said I may have pay another XXXX if interest from closed acct not pd by XXXX XXXX on closed out acct pd off XXXX bl just has pay interest fees today XXXX . Scammers very money hungry \nDO NOT GET INVOLVED WITH THESE PEOPLE!!! SCAMS. Got XXXX  credit card to buy a sofa XXXX my balance has never gone below that, no matter how much I paid. They now are FORCING account holders to give direct access to your checking account. Call customer service...you get charged XXXX to talk to someone.\nAny card I get I make sure it is not a commenity card. They are terrible, we received XXXX  calls a day on vacation for XXXX dollars. We were on tours and stuff and couldnt go thru getting the card out and writing down confirmations so we sent it to voicemail and took care of it at the hotel however it was ridiculous.\nThey will be hearing from my attorney and I am considering a class action lawsuit. STAY AWAY FROM COMENITY: THEY ARE FRAUDULENT THIEVES.\nI did not sign up for this terrible bank.I had a credit card with XXXX Well they changed my credit card to this terrible bank. Right away after the change I figured out how incredibly crooked Comenity bank is. They do not even have an App. They try to cheat people by making it very hard to find information. I paid off the entirety and will never do any business with them ever again. These kind of banks should never be allowed to operate. .Also XXXX  i am canceling your card After XXXX years just because you knew this bank was horrible but you were getting greedy and you thought you could get more interest and late payments from poor people that could not figure out how to find and understand how to pay this crooked scam company. Shame on you XXXX  for not caring anymore either.\nIm hiring a lawyer and I will go to the news. The store itself floor decor got hung up on and theres nothing they can do. I have my proof and I will not let them get away with this not even a star rating.\nI filed a dispute with them last XXXX  and they did nothing but kept telling that the dispute was still open but one is not supposed to pay any interest on account with a dispute.\nThey are shameless thieves...I was supposed to have paid my XXXX  card in full and after paying it off they charged me an interest of XXXX which rose in three months to XXXX dollars because they never sent letters or emails or text messages. They are the worst for credit cards, I don't recommend it. They are rats.\nJust like everyone else I would give 0 stars if I could. Worst bank ever and I am over XXXX years old so I have experience with banks. If you ever think about getting a credit card from this bank don't. You will have more issues resolving your problems than it is worth. They may even ruin your credit and no one including corporate wants to resolve any issues.\n\nIn XXXX  years of banking this bank is the WORST banking experience I have ever had ,of the 20 banks I have dealt with this one is rock bottom.I gave it a one star rating,if I could of I would of gave it a MINUS XXXX !!!  I owed them like XXXX  cents and the charged me a fine of XXXX plus interest ! I filed a complaint notice and got no response. When I got this ridiculous charge I paid it the next day just to get rid of it and then they hit me with a late charge and more interest !!! Their processing department must be the pony express. DO NOT OPEN AN ACCOUNT WITH THIS BANK, BE AFRAID BE VERY AFRAID !!!\nComenity Bank finds new ways to rob customers and charge interests that are not easy to understand, especially when you have the XXXX Credit Card and choose the 12-month financing option. Be careful and ALWAYS ALWAYS review your statements before making the payments. Comenity Bank is the worst Bank to deal with, they only care about taking money from you. They charge me XXXX as fees for one month, and I pay my card automatically every single month. Don't take any card from them, you will regret it!\n\nDo not apply for any kind of credit card unless you know what bank is being used for the credit. Comenity bank is a scam bank and will continue to charge you so called late fees long after you closed the account. They are also collections so they will turn it over to collections while you have no idea you owe money to a closed account. Complete scam.\n\nCrooked as can be. They do XXXXXXXX XXXX card and routinely send emails saying your payment is due on a certain date. When I go to pay in advance, late charges are already applied. I rarely receive payment emails before the payment is due. We have plenty of money. We just can't work with this company in a fair way.\n\nWe were with XXXX XXXX XXXX  XXXX. We were sold to Comenity and have had problems ever since. We pay our bill in full every month so I dont understand why when we use the card we are denied. This has happened to my husband very recently for the second time. I was also denied access on my card. Weve both been issued new cards and it happened again. Ive been embarrassed at the registerEnough is enough. They have been nothing but trouble.\nTerrible at best. I received a bill from XXXX  years ago that was payed ten tears ago. Comenity bank states that I am 4 months late on payments, but how can that be from a charge that was paid XXXX  years ago. Insane!!\nUse Comenity if you are BRAVE enough, so tired of arguing with them every month. Yes, they gives you headache at every month. Just when you are tired, they got a BIG piece of you without knowing it. It is not even qualified a legit bank to start with!!\nThey are a scam they take your Electronic payment from your bank account and say you did not pay. Then ask for your bank to send proof and say they never received that. And still want you to pay the bill even when its paid off.\n\nI have paid my bill consistently online and before the due date. They have no record of the payments and do not want to discuss it with me. I have tried to talk to their customer service but I could not understand a word they said. They finally hung up on me. I have told them I will not make another payment until they straighten out my account. Now I am receiving XXXX XXXX XXXX calls a day.\n\nI have the exact same problem with Comenity bank. My payment was due on XXXX, I sent my payment on XXXX , this bank claims they received the payment on XXXX. so they get to charge the late fee and interest. I called them , their answer is to check before due date to make sure the payment is in.\n\nThis bank does not expedite credit fraud investigation reported by credit card owners. They have taken XXXX months on my credit investigation and instead of investigating in a timely manner they kept charging me for the disputed charges and late fees, reduced my credit limit from XXXX XXXX XXXX. My original dispute investigation is still not resolved.\n\nAs a travel nurse making exceptional income, I will NEVER use this card again nor will I accept a credit line increase. WORST BANK EVER!!!!!!!!!\nOn XXXX XXXX I called their customer service line and asked the rep if I pay the balance today would there be any additional interest added to the account. They assured me that the final balance was the final balance. I also told them when I hit send on the payment that I wanted to close the account. Today I am looking at a bill for XXXX  more dollars. This company is a complete rip off and I would never recommend them to anyone.\nComenity Bank is a real life nightmare. No customer service skills, no resolutions to problems, a website that doesn't work and the inability to properly handle payment transactions. Move away from this bank as quickly as possible. . I know how to treat customers, and how I want to be treated. I've had XXXX XXXX  for XXXX  years, until today, you all know the problems. I have been a member of XXXX  for XXXX  years. I feel XXXX  did me wrong by turning the credit card over to such a poorly run, and understaffed bank. They had to know but didn't care because I'm sure palms were greased, and greed took over. I'm sorry I renewed my membership several months ago, but after XXXX  years of membership, it won't happen again, they caused our problems.\nSTAY away from them. They are crooks. I think they just string people along until they give up and pay it. They haven't met me. I will be filing a complaint with the feds. I've won before, I will again.\nI have been asked by a XXXX  representative to please keep using the card. Well, I've thought about it and no I will not use this card. Finally, their customer service representatives were terrible. They did not even try to help me and left me with XXXXXXXX  credit for XXXX  days!\nXXXX  switched to this company-try to follow up with Comenity Bank after receiving a letter that my due date had changed by a phone call but if I wanted to speak with a live voice would be charged XXXX XXXX what the heck was XXXX  thinking(not). Still awaiting current bill in mail. Will not setup any online service with this company (Comenity), in fact will stop using this card. XXXX  credit card service has lost a customer.\nXXXX  changed my VISA from XXXX XXXX XXXX to Comenity and its horrible. XXXX  responded to my complaint to the XXXX  in a professional manner but I got a letter from Comenity that was arrogant, obnoxious and a lie as far as their responsibility for unjustly charging me with late fees. Stay away from this bank that at the very least is incompetent with non existing customer support and whose business practices border on unethical.\nVery shady practices. Looks like they are there to get you in an endless loop to rip you off. A XXXX  purchase needed up with a XXXX bill. Their website is not available when I am ready to make the payment and couldnt get them on the phone also. Even after making the payment, they said that I might be getting a bill. When asked for what, they said that there is a daily charge and the balance I paid might not have that charges. Unbelievable!!! How can such a financial institution exist?? Feel awful for the customers who fell into their trap.\nComenity Bank operates worse than you would expect if you were dealing with a third world county bank. DO NOT TAKE OUT A STORE CREDIT CARD IF THE BANK INVOLVED IS COMENITY BANK.\nEach time Im told they will send me a new card, meaning I will be issued XXXX  cards I guess. I cant pay my balance without my account number. On phone Im told I can pay them for an extra fee. I dont think this is legit bank & they have all our info. Now I just want to pay my bill by cashiers check & be done with them which will also hurt my credit. But I dont know how.\nXXXX  issued me this card without my approval, then I canceled the account without activating the card. This was the beginning of a huge mess with nobody answering the phone. Tried to complain to XXXX  and couldn't get through to the right people there either. Stay away from this horrible bank and from XXXX  too.\nComenity recently took over servicing for a XXXX  Visa card from XXXX XXXX XXXX - which worked great for many years. Can't get an online account, can't get a service rep. This deserves NO stars. AVOID at all costs!!\nI received my XXXX  card, i also activated it, set up on line account, cant sign on to view my account, not going to use this card, will cancel it, i dont understand why XXXX  left XXXX XXXX XXXX  for these people, their customer service stinks.\nI have had a credit card affiliated with XXXX  for over XXXX years. XXXX XXXX XXXX serviced it. And I was happy with it. They saved me from fraud a couple of times. Apparently XXXX  dropped XXXX XXXX XXXX  for Comenity Capital bank. After reading some of these reviews I am going to steer clear of Comenity Bank. \nI can't get an online account set up and can't get a service rep. They are terrible!!! I don't understand why XXXX  made this change.\nI've had so many issues with this card. I tried to make a payment but their online and phone system was down for weeks so I was charged a late fee for that. I paid the next month and there's no history of me paying it at all even though I received a confirmation number. Customer service is rude and incompetent blaming me for not paying it in store when there system hasn't been working. Once I pay this card off I will be closing my account.\nComenity bank is charging interest on paid off balances and late charges on top of that. They have no regard for what is right, and calls are back-to-back. I would not recommend Comenity Bank to save my life!\nI cannot believe this company calls themselves a bank! This is the worst company ever! They made a $XXXX  mistake on my account. That's insane. Thank goodness I don't do business with them anymore.\nThey suck. On XXXX/XXXX  I mistakenly paid $XXXX  on a $XXXX  bill. They said I would have a check by XXXX. Nope, one operator said it is in the mail. This last operator said it is being processed. I told them, I am XXXX  and XXXX  costs me XXXX. I have no money to pay for it. They can't fed ex it nor can they call me or email me to let me know it was sent.\nComenity Bank does not Protect its credit card customers against unprincipled, unscrupulous merchant actions against its unknowing Comenity Bank Credit Card users. Please, beware of your online transactions using Comenity Credit Card. This bank does not protect its customers money,\nThey're trying to extort payments for returned items. I won't bore you anymore with the details except to say that If I see any financial ,banking or lending institution even remotely associated with Comenity I will try to get away from it as fast and far as humanly possible!\nThey're still charging me fees AFTER the card was supposedly closed. This is fraud and theft, and I'm in the position of having to fight with them because if I just don't pay it they could report to credit bureaus as an unpaid balance. Avoid any card through this bank at all costs--they're scam artists.\nHolding my payment hostage: I made a payment to Comenity XXXX more than the minimum payment which I frequently do. The payment was made on time but the payment somehow was inadvertently posted to a dead/closed account that was over XXXX years old. Why or How Comenity was able to post monies to a closed account.\nThe XXXX  Credit Card, managed by Comenity Bank, is a total fraud. I had autopay setup but then they stopped it without telling me. and then stacked up XXXX  months of late fee, and no notifications what-so-ever, until an agent called me i have XXXX months of late fee XXXXXXXX) stacked up. Total scammers... for a purchase of XXXX they should not be on this earth.\nComenity bank sent me a letter telling me that I owe them all the multiple transactions they stole from me or they will report me to the credit bureau. When I looked at my credit card statement, It showed the original transaction I made at Sportsman's, then it shows XXXX additional debits each for the same amount of over XXXXXXXX, but the debits are described as recurring payments.\nWhen I called them to resolve the issue, they told me they had fixed the issue, but they never did. I have called them many times and even though they admit this is a mistake, they tell me that they fixed it, but they still haven't.\nMy credit score is in the XXXX's for the last XXXX  years and now they are threatening to destroy it. I think I am going to get a lawyer and sue them. This is the most frustrating financial issue I have ever dealt with.\nWebsite and phones do not work AT ALL - don't try to pay them, you can't. Will just get you extra fees. They are a XXXX company - happy to give you credit at a high rate. NOW cannot even pay. Tried online. try calling. this is XXXX Just want to pay off and cancel this card. NOT WORTH THE HASSLE!\n Rude employees, XXXX  months trying to get a fraud charge taken care of. No one cares or bothers other than being rude and hanging up after a XXXX hour wait.Ask for supervisor was given another rude and non caring, uneducated employee. . Where the heck is this bank ? Well not sure it is a bank. I want my card closed and the false charge taken off. Does anyone care. I guess reviews don't mean anything because it is quite obvious they don't read them. Hundreds of reviews on this bank and they are still open. System has been down for XXXX weeks. CLOSE MY ACCOUNT.\nI have the exact experience with these people. Comenity Bank is a rip-off and so is XXXX! I have been charged a restocking fee and a late fee because I chose to fight this. Thus far Comenity says I owe them XXXX ALL IN RESTOCKING AND LATE FEES. I REFUSE to pay.\nI think it's literally been almost XXXX weeks now. Can't see my balance, can't pay my bill, I had to assign another payment method for all my Afterpay and pay pal pay-in-four purchases because the card is not going through when automatically billed...This is a disgrace - who monitors these XXXX anyway?\n\nThis company will try and ruin you. After calling them never wanted to tell me anything and the emails they kept sending me were the same ones over and over again. The unprofessionalism with these people are sick.","date_sent_to_company":"2025-04-01T18:05:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75216","tags":"Older American","has_narrative":true,"complaint_id":"12759789","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-04-01T17:33:24.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["They are shameless thieves...I was supposed to <em>have</em> paid my XXXX  card in full and after paying it off they charged me an interest of XXXX which rose in three months to XXXX dollars because they never sent letters or emails or text messages. They are the worst for credit cards, I don't recommend it. They are rats.\nJust like everyone <em>else</em> I would <em>give</em> 0 stars if I <em>could</em>. Worst bank ever and I am over XXXX years old so I <em>have</em> experience with banks."]},"sort":[9.358702,"12759789"]},{"_index":"complaint-public-v1","_id":"3067137","_score":9.299624,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My name is XXXX XXXX. I financed a car from XXXX XXXX the old XXXX XXXX in XXXX who obtained a loan from Carvant financial. The reason I am using both names is because I believe they were in on the ponce scheme together On XX/XX/2018 I financed a vehicle from XXXX XXXX a XXXX XXXX XXXX with an odometer reading of XXXX. When I first approached the salesmen XXXX I explained to him that I was currently driving a leased vehicle and the lease was over and needed to go back. I told them my financial difficulties as well as explained I didnt have funds to pay a car note and pay for repairs. They assured me that they would provide the best car they had. I contacted them one time after the purchase to tell them the front passenger tire was shaking. They told me to bring the car in. I didnt I really didnt have the time and it didnt seem like anything major .On XX/XX/2018 my car wouldnt go into reverse it was around XXXX. and I was home. \nOn XX/XX/2018 I contacted the dealer which I spoke to one of the mechanics he told me to have the car towed there. I let him know that my insurance company only covered 20 miles and it was 27 miles  from my apartment. He told me the owner had XXXX to ask if they can cover the other XXXX miles other than that I would have to pay XXXX each additional mile. When I was transferred to the owner I was told XXXX give me a call back. Next I contacted the bank Carvant who gave me the loan. The first person I spoke with name was XXXX. She told me to get an estimate and they would help try to cover the cost of the repair. I waited all day for the owner to respond if they were able to use the XXXX so at around XXXX I called them back no answer, so I left a message. I then called my insurance company back and had road side assistance come get the car, and I paid the extra mileage fee. I called them back to see if the car arrived they said yes theyll get to it tomorrow and get the estimate for the bank. They called me the following day and XXXX said he did a diagnostic and the transmission need a control valve and stated they were sending it out for repairs. On Friday XX/XX/2018 he gave me an estimate for XXXX. He told me on the phone that the part originally cost XXXX dollars but on the estimate it states {$460.00}. Then I was charged a diagnostic fee of XXXX. I had spoken with the mechanic from the XXXX dealer in XXXX XXXX department, and they said I definitely needed to replace the transmission so it was an unnecessary charge because I told them from the beginning. The email from XXXX states Hey XXXX, per our discussion, this is the estimate of what it will cost to fix the car. It does not need a new transmission. The control valve ( that controls the shifting in the automatic transmission ) has to be replaced. Let me know if you have any questions. At XXXX he sends another email hi chimere that it didnt work out with the control valve, we tried to save money. Unfortunately, the transmission need to be replaced so please forward this estimate to whoever you need to. Let me know what they say. The transmission price XXXX, another diagnostic charge XXXX, and XXXX XXXX XXXX parts described above XXXX grand total XXXX. I send it over to the bank. After going to get my children from school everyone was closed. \nMonday XX/XX/2018 I begin calling again to both the dealer and the bank because my rental fees are adding up now. Thats when all the XXXX call you back games continued some more, but they never do. Finally, I speak with a manager at the bank because thats who XXXX XXXX claiming theyre waiting for a response from them I speak with someone named XXXX who promised to call back he was acting manager because the manager XXXX was out on vacation. Again they never called back. I called back later that day and no one answered the phone again at the bank I was sent to voicemail. I spoke with XXXX numerous times he claiming to call me back once he hears from someone saying theyre not calling him back either. I call back to the bank no answer Im now being sent to voicemail. What bank dont answer the phone? I guess Im calling too much. I continuously called back and spoke with a Lady name XXXX XXXX who was so rude she said she was XXXX Manager we eventually had words and she said they wasnt paying for anything and if I dont fix the car they were going to repossess it. I call the dealer back to relay the message, but when I do call the dealer back same thing no answer. Im now assuming theyre on the phone with one another, but when I do reach someone they havent heard from the bank. Now Im furious because I feel like theyre giving me the run around. \nTuesday XX/XX/2018 again Im calling everyone the dealer still hasnt heard from the bank. The bank hasnt got in touch with the manager on vacation. XXXX not in today at XXXX XXXX via the phone call is what I was told, but I was already headed there. Guess who I see when I get there XXXX. Now how did that happened his excuse when I ask if he dodging me no I just came back I wasnt here. O.K. can you call the bank while Im here he reaches someone at the bank and walk into the service area where theyre fixing cars. I stayed there for an hour and a half because he claimed that someone was calling him back, that never happened. I called the bank myself they say theyre still waiting on an answer from the owner, but why didnt XXXX just state that. I went to speak with XXXX he says I dont know whats going on I have to talk to XXXX, but the President of XXXX XXXX hear everything but never come out the office because Im requesting another vehicle or my money back. I had to leave to pick up my kids around XXXX nobody ever called back or could tell me anything. \nWednesday XX/XX/2018 I contacted the XXXX XXXX XXXX of the bank via phone and email to explain my situation. At this point I can no longer afford a rental car so I call the dealer back and explain to them I get off work at XXXX XXXX  I would now have to catch 2 buses and a train and another bus to get home, then another 4 buses to get my kids to daycare. I thought they would care. I call back to the bank and speak with XXXX who has been in contact with XXXX and I ask them well can you guys switch the loan to something else he say yes, but I guess the owner is telling XXXX no I need to fix the transmission because every time its mentioned another car to XXXX he always have to call me back. Im smart I know he not the one calling the shots. I start asking to speaking to the President /Manager/Sale person. He picks up the phone then say Ill have to call you back Im on a long  distance call, but again another day passing by and no call back. I call him back I explain to him that the bank said theyll finance another car, but he needed to return the money from the traverse. Again he has to call me back once he contacts the bank. Another whole day gone and no calls I am over stressed and overwhelmed because I see this is a game to them and they wish I go away. \nThursday May 17,2018 I call XXXX he says well XXXX it will cost you XXXX to repair the car. Now I went off because why was it XXXX for the bank and XXXX for me well if they were going to pay then why not get the extra. As he repeatedly states he trying to help me. How is raising the estimate helping me it obviously hurt me because theyre not paying it. Now Im crying for help mentally unstable, emotionally broken, and financially caught in a jam. I file a complaint with BBB. That same day XXXX call and say they doing you a favor and charging you XXXX Im totally confused he just called and said XXXX. I call XXXX back he says theyre playing two sides going behind my back saying different stuff to both of us. At this point I dont know who I can trust I feel like theyre together on this because while talking to XXXX I explain I shouldnt be responsible for repair he say well its your responsibility if you don t repair the car then we have to repossess it. \nXX/XX/2018 I contact the CEO again via email and phone about their poor customer service. Of course I never got a response. I finally get a call back from XXXX XXXX asking am I going to be able to make my payment on XX/XX/XXXX because if I dont they going to repossess the car. I call the dealer again XXXX the President /Manager/Sale person claim he still waiting for the bank so now I told them about themselves too Im tired of the games. Its now XXXX XXXX still waiting for the bank. I call and speak with XXXX to fix my car and Ill pay for it. For some reason Im on speaker but XXXX President /Manager/Sale person state you have to come in and put half of the repair cost down. I couldnt believe it all this time of me wasting money on a rental car all the phone calls etc, now he says this. I had to tell them about themselves again hurt, broke, and super stressed where Im getting that type of money from? I made a complaint with the attorney general office. \nMonday XX/XX/2018 the CEO call back he first tell me they stop doing business with them 4 months ago and his bank do try to be decent with their customers to help with these situations. I explain to him well how did I get a loan from the bank if you werent doing business with them. He states oh it was XX/XX/2018 because we dont like the way they do business. He says they dont trust the repair cost and he was sending his own mechanic out to get the car and give XXXX 2 days to look at the car. By then XXXX XXXX responded to BBB it state The customer purchased a used vehicle, all vehicles both new and used breakdown. We offered and suggested at time of purchase that the customer purchase a warranty to cover the types of issues she is complaining about, she decided not to. We are not affiliated with the company that financed the vehicle, as such we can not comment on any interactions between the customer and her lender. We feel bad that the vehicle broke down however it is not our fault, its unfortunate that the customer did not take our advice and purchase a warranty but that was her choice. I did not accept the response made by the business I stated why wouldnt I get the warranty it was at no cost to me. I give the CEO and mechanic time to get the car and check it out. \nXX/XX/2018 I realized XXXX XXXX responded to the Attorney General complaint with the same response as the XXXX  response by now they added we suggested she purchase an extended warranty for her car which could have been financed by her lender, for whatever reason she decided not to purchase the warranty. Funny how they remembered to add that after I questioned them on their response from XXXX. I finally get the call from XXXX and because I called them everything but their name at XXXX XXXX they stated to them that the cost of the vehicle is now XXXX Carvant will pay half plus defer my payments for 2 months it would be added to my final payment I didnt agree because I refuse to put one dime in XXXX XXXX pockets ever again. I called the XXXX XXXX back numerous times and left a message telling them to tow the car back to my house and Ill find someone else to fix the repairs. Not XXXX call back. I also, reached out to the CEO again asking who being truthful still no response. The car is in New York at XXXX XXXX XXXX when XXXX responded to the Attorney General complaint they state the car is repossessed. \nI dont know which way to turn. Everywhere I look for help I have been turned down. There is no lemon law for cars 10 years old only 6 years and newer with a warranty. However, its not my fault I was lied to that I had major repair coverage through GAP. I dont know anything about GAP, but when I call them they say they do have major repair coverage but the dealer didnt pay that on my vehicle just total loss. These people are some serious liars and scammers. Im wondering how many other people they done this too who didnt fight back but paid or took a loss. Im sure all people who are struggling are targeted mostly XXXX it was a money scheme to me due to the tax season. I didnt use tax money for my deposit and I think it is wrong that they lie to people knowing there is not one law in the state of Connecticut to back people like myself up. When I called on that Friday telling them to fix my car the guy who answered said they had 3 other cars there waiting for transmission repairs what a coincidence. \nI sent the car over to XXXX XXXX  on XX/XX/2018 their fees came to 3400+. I spoke with budget and they sent over another estimate so I can share with Carvant bank who still claiming they wanted to help, but once I send them another estimate they say I have to pay XXXX of the bill which again is impossible. At this time its XXXX I told them to pick up the car. I wanted to do a voluntary repo. They never picked up the car and once I called budget transmission about trying to make some arrangements to pay for the repairs I was told they gave them the title and the car is now for sale for XXXX . If I'm not mistaken the car can't be sold and paid for twice when it is being financed. \n\nThanks for your time and patience Best Regards XXXX XXXX XXXX","date_sent_to_company":"2018-11-14T18:26:28.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"06605","tags":null,"has_narrative":true,"complaint_id":"3067137","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARVANT FINANCIAL LLC","date_received":"2018-11-06T17:38:58.000Z","state":"CT","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I went to speak with XXXX he says I dont know whats going on I <em>have</em> to talk to XXXX, but the President of XXXX XXXX hear everything but never come out the office because Im requesting another vehicle or my <em>money</em> back. I had to leave to pick up my kids around XXXX <em>nobody</em> ever called back or <em>could</em> tell me anything. \nWednesday XX/XX/2018 I contacted the XXXX XXXX XXXX of the bank via phone and email to explain my situation."]},"sort":[9.299624,"3067137"]},{"_index":"complaint-public-v1","_id":"11900498","_score":8.494427,"_source":{"product":"Credit card","complaint_what_happened":"In XXXX XXXX XXXX XXXX XXXX XXXX  I received an email stating that I need to contact the bank about a payment that I made that restricted my account from around that time which wouldve been XXXX time the holidays I was not able to utilize my account although I make payments Regularly regularly, and there was no reason for them to restrict my account and my mind at that point nonetheless, I proceeded to move forward with providing them what they requested, which was proof of account ownership of the checking account that was used on my account that are used to make payments towards my bills did that They would not accept or they denied it without contacting me I was I dont remember being contacted. I had to call them back and on XXXX XXXX after I sent in November probably on the XXXX  with the date that I listed that I received the email initially they denied that because all I had to provide was a bank statement that just showed account owners Account numbers, bank name, and a date that was within a recent time frame to prove authorization and account ownership did that once I sent them that in however, did not show all the details of the statement because they have violated and breached my information before in XXXX  and didnt tell me and closed out an account then so I definitely wasnt trying to provide them any additional information that wasnt legally required or Any of their business to prove account ownership especially when we couldve called the bank attempted to call the bank and it was such a hassle it was such a hassle getting that done and when we got the back on the phone, me another individual and a capital one pride agent he Was just they just they do a horrible job with customer service and just everything so instead of me having to keep somebody else home isnt on my credit card account and isnt responsible for my credit card account but only for checking account the verification of the checking account that I use to pay my credit card This is all going on for maybe two or three days finally he just says submit the bank statement all it needs to show is the name date, recent date, and account number in the bank I submitted that they denied it and forced me to give them information that they did not have any legal right to entitlement to or the right to keep my account restricted OK so I had to again on XXXX XXXX resubmit that full page of the statement without meeting out any private information that they had no business, bullying me around the holidays and not allowing me to use my account then finally my account gets unrestricted after having to call in and being told that Ill be called and I was never called. I had to just look at my account like every day to see what was going on and if it was unrestricted, they finally unrestricted it, but they charged me. My account was for some reason over the credit limit, which I did didnt seem something was off about that now this is all between November like I said the XXXX and now up until about XXXX and it was the first week in XXXX probably the first second and third for sure one of those days that I initially contact them again because I noticed that they put the annual fee of XXXX on my account and then Immediately reversed it as a credit and but prior to that let me say I had been using my account to do cash advances, and Capital One with whom has a system set up to where they dont even allow you to use like your credit card with Cash App because theyre the way that they charge their interest in the fees they dont fee Me The three dollar fee from capital one bank they credited that back to me the entire first year and post going after exceeding the first first entire year that you know until December 30 or the XXXX  is when I think I mightve done the last cash advance that I saw theyre being Credit back for the three dollars that capital one Anyways they didnt charge the fee for the membership annual fee that they charge me the first year for XXXX and then they credited me back three dollars and that was immediately upon the opening of my account so I didnt even have access to my full credit limit Then December rolls around again this XXXX but they have restricted my account and as soon as the account is unrestricted, I am seeing all these weird things going on a little notices saying that theres experiencing issues and it went from that to Payment issues are being affected and please bear with them and everything would be had been corrected by a certain date which would have been I believe the XXXX XXXX XXXX XXXX XXXX that was not the case in XXXX  they started charging me interest fees on Cash advances that I had just taken and hadnt even cycled a full 30 days yet And And taking from the payments that I make towards the balance that includes the transactions and the interest that they are now unapologetically and without my knowing authorization or agreement to charge these fees, and then the supervisor told me that this is all in within the first weeks of January and I will be able to provide more detail details with emails and such in phone correspondence You know transcripts so but they told me without having it OK let me take this. I had no credit card agreement. There was not one on file so I was told by the supervisor who was telling me that there was a threshold that I had paid that gave them the reason to credit back The XXXX XXXX that they agreed to and had been doing until this payment issue arises and right around that time just before that, my account goes on this restriction for a payment that I made that was made by an account that Im authorized and provided proof of ownership in Everybody on the account and contacted the bank verified. I did all of that. They changed the terms they breached the contract to the terms and conditions. They are charging me outrageous fees, and taking money out of the payments that Im making and not crediting the full amount so taking charge of my account for fees, interest fees, and transaction fees for cash advances, and that they were not supposed to have been doing like that because my account hasnt even cycled it, but it was supposed to have been escalated and I was waiting on a phone call back And Im sure this was one of the third for sure because I had called in to ask and follow up about a dispute and they dont even look at the accounts an hour into the phone call. The lady finally looks to see oh well there was a dispute filed. Transfers me over to the dispute department department, where Im being in the midst of all of this, I have been hung up on. I was just hung up on yesterday When I called in and was asking for information about you know I havent been contacted yet by this department that is in a higher up position in back office that were supposed to be investigating and looking into my account because as the supervisor who told me there was a threshold, but when I asked her to provide me the source to that and where thats at in the credit card agreement so that I can go back and review it She told me she didnt know what the threshold amount was and she didnt have it. They dont have my credit card agreement OK so I said OK well send it out. She told me and guarantee me that that had been sent out well. When I called yesterday I got transferred to a lady and her name Was recorded too. She was very mean and nasty argumentative and non-caring when I was asking her to go back to help me figure out the dates that my account was placed on suspension and why in the world I hadnt received the credit card agreement that I had requested in at that point she Hatefully is making these notes on my account that I dont know what she was putting down because it was simply only supposed to say that I was calling in because I hadnt received the credit card agreement and to follow up about all of these things that I had been suspecting and feeling like I have been violated and contacted him about and was hung up on talk too bad lie to given false information And they omitted information. Not only did they do that when I talk to agent yesterday the final one that I speak with that hung up the phone on me while I was attempting to gain the information knowledge that I needed about my bank account that they have violated, and they are taking advantage of me And treating me like hell so not only was I unable to do a lot of things for just about the month of timeframe that they had a restricted when they unrestricted it they changed the terms or the payments and online it said that there was a third-party vendor that was messing up their payments but then when I called them, they said that theres no third-party vendor if they were so thats all Im like OK I didnt think so because Im using Capital One app to make my payments each and every time Had been doing that for an entire year so they restricting my account shouldnt have that was an issue that was going on they shouldve rectified that situation. They didnt rectify it. They havent apologized then they sent out a credit card agreement and I asked the woman last night if she could just give me an electronic copy she said no give me your address and Im like well. I dont know if you need my address for it but its all the address thats on file. Cant you send me electronic copy nope nope were gonna do it by mail. It has to come by mail I said Well OK whatever and so I provided her my entire address which was unnecessary because I was fully verified and I didnt call her to update or make any changes to my address or phone number or any of that information well before she goes and does anything first shes trying to what is it about that checking account that shouldnt even be showing because it was a part of the breach it was violated, and then in addition to that, it is past the timeframe that they are allowed to Five years I believe is the timeframe that thats allowed to be reported or but since the situation it shouldve never been on my account is still on my profile, but they changed it from being permanently closed and permanently restricted to now it has a message on there saying oh you havent used your account in a while in order to use it make a make a transfer, but its still showing this XXXX balance in the checking account from XXXX that I only had for a split second Upon the breach. Everything went haywire and I dont know what was going on well I dont know what happened cause they said they shut it down. They did they shut it down and affected other issues in my life too ever since then and all the way up until now they sent me a credit card agreement that was made in XXXX That has the date at the bottom of it in XXXX after when I requested And not only that it was the same, but it was yesterday. The lady updated the document electronically and put it in my statements and documents through the app like I asked her initially to do and put my address on there as though they had sent a copy and they never did they changed The agreement and placed on there that they can change and do this and do that at any time and even the interest and the APR is different, but they dont have the original copy and they have it provided that to me from when I signed and agreed with this credit card But in the statement it does give some of those terms from the first month and I was looking at that and thats how I see the difference in there in other words and now it says that theres no minimum amount they can charge for interest and that they have breached. They have violated my consumer rights in so many different ways they are Taking money from me that they should not be doing. They are not doing the annual fee for the XXXX  and I feel thats because they are trying to charge these extra fees hidden fees and things that I didnt agree to that Im stuck with right now because of all of the situation And I told them that I felt like something was going on and I was gonna be seeking out some help to get some and they told me to escalate it. Nope after speaking with the agent that answered the phone yesterday before being transferred over to the I think her name was XXXX  but again Ill have pictures of all of that, but she explained to me that not until XXXX XXXX  or let me see this after there was a lawsuit filed against capital one and after I told them that they were doing illegal things and that that exact thing was gonna be happening and I needed to see about how to get help because all I do is get hung up on top too bad charge fees not giving nobody has given me ever an explanation on where the missing funds go or why a payment is made on Sunday. It isnt processed or even showing as processed or in processing until Tuesday and doesnt even post until Wednesday, but they give me all of these bogus and lies and this is deceitful and I need somebody to help me","date_sent_to_company":"2025-02-04T08:59:40.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"641XX","tags":null,"has_narrative":true,"complaint_id":"11900498","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-02-04T07:51:01.000Z","state":"MO","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["fees not <em>giving</em> <em>nobody</em> has given me ever an explanation on where the missing funds go or why a payment is made on Sunday."]},"sort":[8.494427,"11900498"]},{"_index":"complaint-public-v1","_id":"2657924","_score":5.8820615,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On Wednesday XX/XX/XXXX my car was repossessed by Santander Consumer USA. I called Santander at approximately XXXX and asked a male customer service representative \" if he can assist in telling me how I can get my car back? '' He told me \" in order to get my car back I have to pay Santander {$1500.00} plus repo fee of {$380.00} and pay the towing company {$150.00} or however much they charge for storage fee to get the car off their Lott. '' I asked him \" if I have 30 days to pay the above amount? '' He said \" no I have 10 days in which they have to hold the car on the tow yard to give customers time to pay the amount due so they can get their car back. Then if I do n't pay after 10 days the car will go to auction with no chance of redeeming it. '' He then asked me \" if I could pay the {$1500.00} in that amount of time 10 days starting on XX/XX/XXXX? '' I said \" no but I did send a check in to them for {$400.00} already but they must have not gotten it yet. '' He said \" actually yes I do see we have a received a check her but for some reason we have not processed it yet. Well since we have that check and just waiting on processing can you make an additional payment to add onto the check? '' I said \" I can make another {$400.00} payment to Santander to add on to the {$400.00} check they already had processing. '' He said \" I have until Friday to make that additional {$400.00} payment by XXXX XXXX and he is forwarding over a hold to release my vehicle to the towing company and vendor. If I they do n't get the additional {$400.00} by Friday it will be free for the vendor to pick it up for auction. '' Then he asked \" if You like I can forward the repo fees to your next bill so when You go pick up your car from the towing yard it you do n't have to pay them then. '' I said \" yes thank you anything will help right now and is it ok if I call them back to make a payment by debit card so they can get it processed as soon as possible? '' He says \" yes as long as the debit card is in your name. '' Okay so we agreed on that he gave me the vendor number as XXXX and the name as XXXX XXXX XXXX and I can call them to get info on what towing yard have the car, where to pick it up after I make that debit card payment. \n\nI immediately go on my banking app to transfer an additional {$400.00} into my checking and called Santander Comsumer automated payment service they have through XXXX XXXX got confirmation number. I checked my checking account balance about an half hour afterwards and see the payment did take. I did notice that they did not cash my previous check for {$400.00} I had sent in and they claim they had but have n't processed yet. I wait until that afternoon ( XXXX ) to call the XXXX XXXX number Santander gave me to confirm that they did receive a hold the representative put in and to find out what towing yard they have the car parked so I can pick it up. someone will answer ask if I 'm calling to redeem then transfer me to an answer machine where I had to leave name number and VIN before someone can talk to me. I did this twice but nobody called me back. When I called the third time before the woman transferred me I asked her if she can just tell me the tow yard info and if they have the notification that Santander put through to hold the car until at least Friday for pick up at the tow yard? She asked for VIN to look up the information for me. She then tells me the car is located at XXXX XXXX XXXX it is still on their yard and they do not see anything from Santander about holding the vehicle there but to call XXXX XXXX XXXX and ask them because XXXX XXXX XXXX can see everything vendors do about holds and releases Santander might put out. \nI call XXXX XXXX XXXX right after hanging up with XXXX XXXX. I asked the lady that answered \" if they have my car? '' She says \" yes but she does n't see notice of a release from Santander or the vendor so to just call back Santander ask why not. Also the car is going to be prepared sent to auction on Friday. '' I then called Santander Constumer service back ( XXXX est ) and this time it is a woman agent. I asked \" why have you not sent over a hold or release to the vendor or towing company when I already made another payment by debt card that went through and you have a {$400.00} check in your procession? '' She said \" there 's no hold sent form them and will not be until the check they have is processed and the customer service agent I talked to before should have told me that when we made the previous arrangement. '' \" In order to get us to send over a release or hold of the vehicle today you will have to call your bank, get them to fax over a statement saying you have the money in your checking account to clear the check. '' I said \" well I 'm trying to get a release sent over from your company as soon as possible because I do n't want to pay additional fees added from the towing yard each day. Plus I do n't want it to be sent to auction which they said it will be prepared for on Friday. '' \" How about if I pay by credit card now the {$400.00} that the check is stated for and then I just call my bank to cancel the check y'all have not processed yet. '' She tells me \" they are not supposed to prep the car for auction it have to sit for 10 days and if payment is not made then it is sent off to auction. \" \" but let me put you on hold to talk to my manager and see what he says to do about the check payment. '' After having me on hold for a while she came back on apologize for the wait and tells me \" I talked to the manager and since we see you have already made a payment on credit card for {$400.00} earlier they are just going to wait on the check to process and go ahead and put the release through to the vendor right now. \" \" I 'm typing it in the computer now but give them about 24 hours to recieve it. \" \" you should definitely be back in your car by Friday if not Thursday ( tomorrow ) and congratulations on being only 9 payments away from paying off the car on a 72 payment loan. '' I say thank you and we end the call. at this time it is already closing time for the towing ( XXXX XXXX XXXX ) and vendor ( XXXX XXXX XXXX ) companies for today. So I wait until next day to proceed. \n\nThursday XX/XX/XXXX I call XXXX XXXX XXXX ( XXXX est. ) to see if they got the release Santander told me they sent out yesterday. The lady I talked to says \" I see no release from Santander or XXXX which is the vendor and lean holder they go through. \" \" call Santander back And you can call XXXX the number is XXXX '' I call the number they gave me for XXXX but it dials as a wrong number which could have been my mistake. I decide to call Santander instead to talk to a customer service agent again. Male representative answers I asked him why there 's no release sent over yet when I was told twice yesterday that a release was being sent over.? He says with attitude \" you 're going to have to pay more than {$400.00} to get your car released. '' I said \" I sent a check for {$400.00} through mail before the car was repoed. The two previous representatives I talked to yesterday said they see the check is there but just waiting to be processed but is putting the release through anyway. '' He says with attitude \" there is no way a customer service representative told you that because it 's impossible for anyone there to see whether or not a check is received. '' I say \" so why I lied to by two Santander employees yesterday because they told me the check is in the company 's possession and received by Wednesday the XXXX but for some reason not processed yet? How can I then come to an agreement with Santander to just pay an additional {$400.00} by debit card to get a release on the vehicle instead of paying the full {$1500.00} I originally had to pay? '' He then said \" ok hold on let me read the notes the left on your account and let me talk to my manager. '' He puts me on hold for a long time and comes back on the line and says \" sorry for the long wait but I do see the check that we have received but it 's still processing. I have talked to the manager and we will send over the release now while on the phone with you. All you have to do is be on recording agreeing to make your monthly payments from XXXX thru XXXX on time. If you agree to do that we will send over the release right now ( approximately XXXX XXXX est. ) it might take 45 minutes to an hour for the vendor to see it though. We will also waive your XX/XX/XXXX and XX/XX/XXXX payments so your account will be up to date with your XXXX bill. If I agree let me know so we can start recording the statement. '' I agree to the terms to pay on time for my last payments for XX/XX/XXXXthrough XX/XX/XXXX on recording. I had to verify my name, address, phone, and SS number. After we finished the recorded statement he says \" okay your account is now up to date as of XXXX and I put your release through already. Call our vendor XXXX at XXXX. You do n't have to pay any fees when you go pick up your car. '' I then realized and I 'm not sure why Santander gave me XXXX XXXX XXXX XXXX number as their vendor number on our first conversation together and this must have been the number I mistakenly dialed yesterday XXXX XXXX XXXX gave me as the vendor they go through. \nI wait until 35-40 minutes later same day Thursday approximately XXXX est. ) tried my luck and just called XXXX XXXX XXXX to ask if they received a release yet but they said no call back tomorrow they open XXXX XXXX est. \n\nFriday XX/XX/XXXX XXXX est. \nI call XXXX first to see if they got the release from Santander yet. XXXX female representative says no release was ever sent to them from Santander since Wednesday. She advised me to call Santander Consumer back and instead of talking to a customer service representative ask to talk to the redemption manager only. That the customer service reps only can send an email to their own redemption department. Santander 's redemption department then have to send the release to the vendors in able for the vehicle to be back in my possession. the redemption department at Santander is the hold up because they 're slow opening their emails. I need to take up concern with them. So I thank her for finally giving me an honest answer and told her I had know Idea Santander had a redemption department I can even talk to. \nI hang up with her and immediately call Santander Consumer back had to press \" 6 '' to talk to a customer representative like I have been doing all this time because they do n't even have redemption department on their directory. When the customer service rep come on the phone I ask to transfer me to the redemption department manager. After being put on hold a male redemption agent named XXXX? ( he mumbled ) answered. I asked him if he was the redemption department manager? He says \" no '' I asked to talk to the manager instead.? He asked \" why do You need to talk to the manager instead? '' I just asked again to please transfer me and he puts me on hold. A Man answer says he is the manager. I asked for his first and last name. He says \" XXXX XXXX '' ( sp? ) I then proceed to tell him about the conversations I had with previous customer service representative yesterday evening and how he along with the other representatives I 've spoken to by Wednesday all told me about putting in a release but it has infact never been done. So why Santander lied to me on numerous occasions.? He apologizes and says he is sending over the release himself as of now I should be able to pick up my vehicle and for the trouble he will credit my account {$50.00}. \n\nAt XXXX XXXX est. same day Friday XX/XX/XXXX I go to XXXX XXXX XXXX where I was told from Wednesday my vehicle has been from the vendors. When I got there and said I was there to pick up my vehicle to the woman at the front desk. She asked me for my info so she can look it up. She then turned to me and says Santander or the vendor has n't sent over a release. I can not get my vehicle. \nI then start calling Santander back because I 'm tired of being lied to and misled to what is going on with my vehicle and personal property. Before I can get through to a customer service rep at Santander, the receptionist at XXXX XXXX XXXX says \" never mind Santander just sent the release over. '' She Brings me 2 papers to sign saying they are releasing the property and car over to me. She also ask for my Drivers License and car keys so they can drive the  car around and put the personal property they cleaned out of my car back in because they were preparing it to be sent to auction. I have her the keys and she gave the keys to a male employee. He proceeds to wak in the back while I 'm finishing signing the release paperwork. After photo copying my ID and paperwork, handing me one plastic XXXX bag of personal property the receptionist told me they will drive my car to the front. I go outside to wait for the car when a XXXX XXXX XXXX employee driving a golf cart with the remainder of my personal property on it comes up to me and says \" here 's your property take it. '' I 'm really confused and said to him \" I 'm waiting on someone to drive my car around. '' He then says \" you 're car is n't here it 's in Maryland at the auction they already got it. '' I 'm livid and go back inside to talk to the owner of XXXX XXXX XXXX. I wanted to know why they had me sign a form that the vehicle is released to me and misled me by asking for my keys so they can drive my car around if all this time the car was n't even there.? Also why would they tell me I have to wait until they get a release from Santander to pick up my car if it 's already down at the auction in Maryland? \nMy relitive and I go to ask The owner of XXXX XXXX XXXX  for his liscence, any paperwork he had stating when the car was picked up to go to auction? It was my understanding that the car will have to sit on the towing lot in XXXX, va for 10 days before being sent to be auction off. The Owner of XXXX XXXX says XXXX XXXX XXXX came and got the car at XXXX est from their yard ( in XXXX va ) and towed it to their yard in XXXX XXXX Maryland . He Ca n't really tell me anything else about it I should take it up with Santander and an employee brought me out two copied pieces of paper with the dates they had the car and when it was released to auction. \nWhen I got home that evening ( XXXXest ) I took a closer look at the documents XXXX XXXX XXXX gave me and they are obviously tampered with with dates crossed out, conflicting auction pick up dates and names that are whited out where it was supposed to be an authorized release to the XXXX XXXX XXXX XXXX. \n\nSaturday XXXX XXXX, XXXX XXXX est I call XXXX XXXX XXXX in Maryland at a new ( direct ) number XXXX XXXX XXXX gave me to call yesterday. XXXX. They are closed until Monday XXXX est. \nI call Santander Consumer at XXXX est. customer service rep answers I ask to be transferred to the redemption department? They put me on hold twice and then someone hangs up on me. The customer service rep then apologize and told me they hung up but hold on the line he will transfer me again. I hear someone pick up then hang up the call all together. I call Santander again a different agent answer I told her I 'm trying to reach the redemption department but got hung up on twice. She tells me she will transfer me but the phone just rings 15 min straight. Customer service gets back on the line says she think they already left for the day but they 're open XXXX ct on Saturday to call back later. \n\nSame day Saturday XXXX it 's XXXX est. I call Santander back ask to transfer to redemption department again they let it ring 15 min straight no answer until customer service rep comes back on The line asking why do I need to talk to the redemption department? I told him I need info on the whereabouts of my vehicle. I need someone to explain to me what I 'm I getti the run around being told different things by Santander and their vendors since we made arrangements Wednesday morning in getting me back into my car by Friday? Why is it that my car is at auction in Maryland already when they already took both my payments by debit card for {$400.00} on Wednesday the XXXX and check for {$400.00} that they had but cleared on finally on Friday? \nHe then tells me \" he ca n't talk to me or give me any answers to my questions at this time. I will have to wait until redemption department call me back when they are in office but they are obligated to return my call by today before they close. '' I asked him why they will not answer my call if they are stated to be open XXXX ct now? He just says \" I do n't know '' They never return my call. \n\nMonday XXXX XXXX XXXX XXXX est I call Santander asked to be transferred to redemption department they have me on hold waiting for the phone to be answered for 17 minutes. A lady with an attitude finally answer I immediately ask to talk to her department manager. She says \" I have many managers '' with attitude. I asked \" can I speak to XXXX XXXX XXXX? '' She says \" that 's my manager. What do you want? '' I just say \" can you just transfer me to his office? '' She just puts the phone reliever on her desk and I can hear her say \" XXXX ( my name ) is on the phone her account number is_____. '' I hear someone pick up the receiver and say \" yes this is XXXX '' so I tell him that \" I have been back and forth with Santander since Wednesday every person I talk to telling me they are sending over release to get my car before or on Friday before it goes to the auction and it was all lies. Please explain to me why I was lied to by your company multiple times? '' He says \" he did n't send the release until Friday and really when Santander called to pick the car up on Wednesday when they repossessed it it is out of their hands. It is up to the vendor what to do with the vehicle. The vehicle has 48 to 72 hrs to pick the car up from XXXX XXXX XXXX and tow it to XXXX XXXX XXXX in Maryland. '' So I asked \" why did the Santander representative tell me on Wednesday morning that the car will stay on the towing lot for 10 days before being towed to the XXXX XXXX XXXX? Why did the person I talk to Thursday at XXXX est have me sign a recorded statement so that he can put the release through that will only take 45 min to an hour to process so I can be back in my car? Then Santander actually not follow through did not release the car at XXXX XXXX but instead have it towed the next morning that it was promised to be released to go to an auction in Maryland? That makes no sense. '' He just says \" the customer service agents I was talking to all that time was wrong and they gave me the wrong information. XXXX XXXX XXXX had the car in their possession since Thursday the XXXX. They have the right to get the car to auction within 24 hours not have it wait for 10 days to wait for payment arrangement. Sorry but they told you the wrong information but the only thing he can do is file a complaint. There 's nothing Santander can do its all on XXXX XXXX call them and I will be billed for that towing fee later but he ca n't tell me how much it will be. '' I call XXXX XXXX XXXX and asked the receptionist if they have the car there? She says yes it 's been there since Saturday the XXXX of XXXX and they just got the release from Santander a few minutes ago. The car is blocked in so in order for me to pick up the car from them I will have to wait until they move the other cars out the way. Once they do that XXXX XXXX will call me directly and have me schedule an appointed for pick up. I Will be billed later for towing fees from XXXX Virginia to XXXX XXXX Maryland but that price can not be disclosed at this time. '' So it is now Tuesday XXXX XXXX and I still do not have possession of my car. I 'm still waiting on XXXX XXXX to call me back. \n\nI was deceived by every company besides XXXX that I talked to since Wednesday. Everyone is telling me something different and contradicting each other.","date_sent_to_company":"2017-09-04T21:50:26.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"23111","tags":null,"has_narrative":true,"complaint_id":"2657924","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Santander Consumer USA Holdings Inc.","date_received":"2017-09-04T21:29:09.000Z","state":"VA","company_public_response":null,"sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["'' She said \" there 's no hold sent form them and will not be until the check they <em>have</em> is processed and the customer service agent I talked to before should <em>have</em> told me that when we made the previous arrangement. '' \" In order to get us to send over a release or hold of the vehicle today you will <em>have</em> to call your bank, get them to fax over a statement <em>saying</em> you <em>have</em> the <em>money</em> in your checking account to clear the check. '' I said \" well I 'm trying to get a release sent over from your company"]},"sort":[5.8820615,"2657924"]},{"_index":"complaint-public-v1","_id":"3074095","_score":4.253425,"_source":{"product":"Student loan","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OR XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXXXXXX XXXX, IA XXXX TO WHOM IT MAY CONCERN : I am filing a complaint with the Consumer Financial Protection Bureau against Premier Student Loan Center. Basically, I fell for a third Party Student Loan Scam and am now enrolled in a student loan option I would not have considered had I done my homework. But I didnt. I got caught up in the sales pitch and overlooked the obvious. \n\nOn XX/XX/XXXX or XXXX of XXXX I received a call from XXXX XXXX, a student loan advisor with Premier Student Loan Center. I rarely engage in conversation with telemarketers however tackling my student loan was my next financial priority to tackle so I listened a bit to his spill. For whatever reason I bought into his program, especially because he relied heavily on his companys partnership with the Oregon Department of Education and a loan forgiveness program. The focus of the conversation was The Department of Education offering individuals nearing retirement, who were making regular payments and not in forbearance, a forgiveness program that spread affordable payments over a 20 year span with no accumulating interest. \n\nThe conditions of the agreement includedbased upon my eligibilityforgiveness in the amount of {$7800.00} on my student loan balance of {$39000.00} with a new account balance of {$31000.00} and zero interest. My new monthly payment of approx. {$120.00} would be spread over 240 months. To enter into the program I agreed to 5 payments in the amount of {$230.00} ( a good faith holding fee ) {$1100.00} totaland XXXX XXXX XXXX XXXX would pay off my current balance of {$39000.00} and set up my new loan documents for {$31000.00} owed and zero interest spread out over 20 years through the Department of Education. My new low monthly payment of {$120.00} would begin on XX/XX/XXXX. \n\nI sent my proof of income to XXXX and he called me back with a qualifying monthly payment of {$120.00} for 240 months, minus the {$1100.00} holding fee, and zero interest based on my monthly income. I agreed to the terms and electronically signed Premiere Student Loan Centers document preparation and service agreement on XX/XX/XXXX. \n\nOver the next few weeks I felt uneasy and emailed XXXX to express my fears. He returned my calls always reassuring me that I needed to trust the process and then he would walk me through the agreement as stated above. I will upload supporting documentation in the forms of our emails strings, the Premiere Student Loan Center Service agreement and my new XXXX account loan document. I do have a recording of a conversation I had with XXXX on XX/XX/XXXX, and the transcript of that conversation is included in this letter. \n\nOn XX/XX/XXXX I received an email from XXXX XXXX, Processing Department SL Account Management with login information to my new service provider, XXXX. When I pulled up my account information I was furious and disheartened. I am now enrolled in an income driven student loan program with an outstanding principal balance of {$40000.00}, an interest rate of 5.75 %, and estimated interest accrual over loan term of {$15000.00}, and overall total to be repaid is {$55000.00}. \nI received a letter from XXXX XXXX dated XX/XX/XXXX that my account of {$43000.00} was paid in full. I felt very stupid and sent an email to XXXX and XXXX asking for an explanation. \n\nFrom : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX ; XXXX Cc : XXXX ' XXXX Subject : RE :  Final Approval - Please Read Importance : High XXXX and XXXX , I just logged into my XXXX student loan account and have discovered that indeed my balance of $ 40,000+ is more than when I spoke with XXXX the first time NOT the {$32000.00} something that was discussed with XXXX when I agreed to do this program..the deal was an {$8000.00} or so forgiveness from my {$39000.00} balancewith a new loan of {$32000.00} or sopaying like {$90.00} a month for 30 years.and no interest. I dont have my notes with me but the figures should be close. \nHave I been bamboozled? I think so. \nPlease explain. A phone call would be nice. Is there additional documentation you can provide? I dont recall having signed anything other than the attachment I am including. \n\n\n\n\nSincerely, XXXX XXXX XXXX XXXX XXXX did not reply to my email but XXXX arranged a phone conversation with me on Monday, XX/XX/XXXX, again reassuring me that I needed to trust the process and he walked me through the initial agreement as stated above. He also asked me to contact him directly with any questions or fears as he was my dedicated representative and would handle any and all my concerns. He said the XXXX account was a marketing ploy and not to make any payments to them so as not to jeopardize my forgiveness program. He asked me to ignore any correspondence from XXXX and to send him any mail or electronic correspondence from XXXX and he would handle it. He stated that I would have a new account through the Department of Education that would go into effect on XX/XX/XXXX with a first payment due on XX/XX/XXXX. I was becoming more and more skeptical and fearful, but I was so deep into the process that I wanted it to be legitimate and not admit to myself that I had fallen for a scam so I decided to stick to the plan and see how it would play out. Deep down inside I knew I had made a terrible mistake and felt very ashamed. \n\nSeveral email exchanged followed including this one dated XX/XX/XXXX : From : XXXX [ mailto : XXXX ] Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX Subject : STUDENT LOAN FORGIVENESS DETAILS/SPECIFICATIONS/PROCESS XXXX, Your student loan forgiveness program is assigned as described below. \nYour first 5 monthly payments are {$230.00} beginning with your first payment which was on XX/XX/XXXX and ends on XX/XX/XXXX. Your Loans will then be completed with the consolidation process as well as the continuation of securing your new balance which at that point will be {$9300.00} and will be transferred to XXXX XXXX. Your loan balance will reflect as {$0.00} paid in full at the end of your term. Your XXXX account will be inactive and closed down and no further correspondence will be necessary with XXXX. If you have any other questions or need any further documentation other than the other 2 documents as well as this please call my direct line and I would be more than happy to do so. \nXXXX XXXX PREMIER STUDENT LOAN CENTER Direct XXXX Fax number XXXX XXXX XXXX XXXX : XXXX XXXX  Email confidentiality notice ***** Id like to note that XXXX does not have a direct line. Each time I called the number I was transferred to Customer Service Dept. to leave a message. \n\nOn XX/XX/XXXX I reached out to XXXX because I was receiving statements and from XXXX requesting payments of {$71.00} starting XX/XX/XXXX. He returned my phone call and I recorded the conversation. I will include the transcript* at the end of this letter. I made a list of topics to go over with XXXX that included asking him why I had not received any mail correspondence that reflected our original agreement, which he replied that his company only communicated electronically. I asked him to send me our initial agreement in writing via email. He responded with a very vague email and an inaccurate loan balance number. I also discussed my concern with him regarding the XXXX account and would my not paying the monthly installments affect me negatively. His response was the same as our previous conversations that XXXX was an unprofessional company using marketing tactics to scare me into making a payment and any monies they received would lock me into a long term agreement. He straight up told me to ignore the XXXX correspondence and that at the end of my 5 month payments the XXXX account would become inactive. He reiterated that XXXX and XXXX were unprofessional that my new account would be established with XXXX XXXX or XXXX who were legitimate companies. It was after this phone call that I began to realize that I was enrolled in an Income Driven Consolidation Loan and not a forgiveness program. My disappointment in my own judgement became overwhelming.\n\nI had two payments left to make to Premiere Student Loan Services and I paid them. On XX/XX/XXXX I emailed XXXX to make sure my new program with a new service provider would go into effect on XXXX XXXX. He emailed me and said he would be escalating my profile to upper management to fix the communication process with them immediately. I didnt know there was a communication problem. Not surprisingly I did not hear from XXXX after that communication. After several unsuccessful attempts to reach XXXX via email and phone I called Customer Service and spoke with an XXXX XXXX who informed me that my account status with XXXX was current and accurate and that I should contact them and make payments. Which I did. \n\nXXXX also put me in contact with manager XXXX XXXX. Mr. XXXX called me to hear my concerns, informed me that XXXX XXXX was no longer with the company and that my new status was with my XXXX account. He immediately credited my XXXX credit card for the {$1100.00} charged by XXXX XXXX,  however, I am now paying on a student loan that is income driven with lower monthly payments but accumulating interest ( 5.875 % ) at a fast pace. The daily rate is {$6.00} which if I calculate correctly ( {$6.00} x 365 ) equals {$2300.00} annually. Multiple this times 20, if I continue to be eligible every year, and the interest accumulated is an additional {$46000.00}. At the end of this program, if I am eligible for the 20 duration, any forgiveness at the end of the term is likely to be taxable income. This is a time in my lifeI am XXXXthat I am scrambling to build a retirement plan. This particular loan program jeopardizes my financial stability for the next 20 years. \n\n\n* Recorded phone call with XXXX XXXX. On XX/XX/XXXX I recorded the following conversation with XXXX XXXX so I could better recall the details. \n\nXXXX : I received your email from XXXX okay. I already read over the email from XXXX. What kind of questions do have in regards to that email? \n\nXXXX : Well, I guess I get nervous every time I get something from them. Especially when it says, you know, immediate response. Uhm XXXX : Okay. So, the thing is theyve been notified. Theres two, theres two services, theres two services being XXXX and XXXX. XXXX is actually worse, they are by far the worst. But, both of these services are going to constantly contact you a lot more than the two actually legitimate services, which would be XXXX XXXX and XXXX. XXXX, is really the only, ( inaudible ) in my opinion, the only legitimate one. And what happens is they are going to constantly contact you because at that point what they are going to do is once you start paying them again they are going to offer you a program, they are going to offer you a different program and it, it is not going to be effective because it will be with the same balance that you had before. \n\nXXXX : Okay XXXX : Does that make sense? \n\nXXXX : Yes XXXX : In a way, I I, this is very shady of them to do it, it is almost like a marketing strategy like you know oh this is urgent call right now, we need you to call right now because then they have you on the hook. Right? \n\nXXXX : Okay, so Im glad I never called them. \n\nXXXX : Yeah, so that, that, that, that honestly thats just a tactic and you know and ugh in a twisted sick way I guess it is smart you know but its not, its not ethical considering the circumstances, um its just to get your attention essentially so that you can see what theyre, you know what theyre trying to do with your loans. And XXXX is notoriously known for the emails and their interest rates, ugh which Im sure you saw yours go up pretty significantly or they are asking you for a high monthly payment in the beginning, which was the case, in your case correct? \n\nXXXX : Yeah, they offered me {$71.00} till like XXXX and then it was {$400.00} if I did indeed qualify for every year or whatever. \n\nXXXX : Right. Did you, did you ugh, when you made {$71.00} payments was your income the same as it was when it was {$400.00}? \n\nXXXX : Then they would evaluate in the spring is what their their paperwork says. \n\nXXXX : So if you, if you basically, for your income to change, um did your income go up from when you were making the {$71.00} payments all the way up to XXXX : Oh, I, I never made those payments those are the ones that they were, that they are asking me to make now. \n\nXXXX : Oh, okay. Okay, I just wanted to make sure that wasnt in the past. Yeah I know I understand that they are asking you for that now. So what happens, that kind of shows you why, why ugh, people are leaving XXXX, were leaving XXXX and companies like that because they ask you for a low monthly payment like that and then all the sudden they go to recertify and you and they say now your income driven program is this amount. Which obviously makes no sense. So when your income is around {$60000.00}, being around {$60000.00} and they should have been asking you for, um, you know, a higher payment from the beginning to chip away at that balance. And it shouldnt have been anywhere {$400.00} it should have been somewhere in the middle of what the {$70.00} they are asking for and the {$400.00}. \n\nXXXX : So I guess what I am confused about is that, um, the processor, XXXX, hes the one who sent me that information for my account with XXXX. \n\nXXXX : Right. Let me see here. Its going to be. Im looking at the email you forwarded over. Im just verifying really quick, I already looked this over. Your fourth payment being on the XXXX. Okay so thats thats what it is what you qualified for, as far as your reoccurring payment, so right now you are three payments in correct? \n\nXXXX : Yes. \n\nXXXX : Your fourth payment is going to be on the XXXX of XXXX. After that your payments going to be, that is what your payment is going to be per month instead of paying so that is what your payment is going to be after the first 5 months. So you dont pay that payment now because if you were to pay that payment now to XXXX it is going to be, going to be pretty much useless. So its going to transfer over from XXXX probably over to XXXX and that is where your XXXX payment is set at right now if you were to start paying XXXX right now. But the case is it is going to be transferred over to XXXX after your 5 months payment. And the {$71.00} is what you are going to be paying back with, with XXXX  per month and thats going to be you know, thats the maximum, thats, thats not going to be exact, thats going to be maximum the high end. \n\nXXXX : Cuz I thought, I thought we originally talked about you know {$120.00} for 20 years. \n\nXXXX : Correct. So what happened is, you got it lowered with you got it lowered with XXXX so it got lowered, um, due to the consolidation process and then right now it is set at $ XXXX {$71.00} a month. So you are actually going to be paying, depending on, lets see hereit is probably, probably a graduated program so it will probably go up to {$120.00} XXXX : Okay XXXX : Lets see, yeah thats what it is, it is going to go up to, your last payments are going to be around that amount. So the graduated it going to go up every couple of years but it is going to be you know, the balance is never going to go up the payments are going to go up to fill that balance. \n\nXXXX : Okay. \n\nXXXX : Does that make sense? \n\nXXXX : Yeah. Can I pay them {$120.00} per month? \n\nXXXX : Um, I ugh, not in the program you are enrolled in right now you dont want to be making payments over the minimum or over what you are qualified for because then if the Department of Education sees that you are paying more money upfront then they are going to ask why you got qualified for such a low amount, they are going to say well if she can afford to make this many, ugh payments this large why didnt we have her making these payments in the first place she should have been making higher monthly payments the entire time. And so it is kinda that type of program where there is no interest accumulating so you are not saving any money by paying it off sooner or paying more. \n\nXXXX : Okay, perfect. \n\nXXXX : Okay. Does that make sense? I know its, its a lot of information, it is a lot, its very confusing, not confusing process, its just a lot. A lot of different sources. There is me handling your loans, then you have XXXX doing the consolidation and submitting your new repayment plan. And then after that, it is basically it is all reliant on your payments being made toward your new program which you have been doing very successfully obviously and I appreciate it. But, um, whats going to happen is, you know, your income hasnt changed at all either, correct? \n\nXXXX : No. \n\n\nXXXX : Okay, then youre not, then everything is exactly how it is supposed to be. Im just going to review one last note from, from XXXX really quick. Just to make sure. Okay yeah, just want to make sure, yeah so that payment is going to come after, after your last payment to, to us which is going to be on the, believe, lets see here, the XXXX of XXXX. So starting on XX/XX/XXXX, um or if you need to change that date at that time that is when your {$71.00} payment is going to start being made. \n\nXXXX : Okay. \n\nXXXX : Does that make sense? \n\nXXXX : Yes. \n\nXXXX : Okay, and then um, basically, you know, like, like we talked about before, is you know, if your income goes up your cuz when we recertify you every year which we do recertify you every year thats obviously part of the services then you will just be showing proof of income once a year. So if your income goes up your monthly payment, you know, is going to go up a bit. \n\nXXXX : Right. \n\nXXXX : Ugh, I dont mean, you know, if your income goes up {$5000.00} your payment not going to go up but if your income goes up from making $ XXXX to making $ XXXX then at that point, you know of course, it is going to go up a little bit because it is income driven. \n\nXXXX : Right. Okay. I understand that. \n\nXXXX : Okay. So, I know that it is a lot, a lot of back and forth and everything like that, and, and it is, please, please do ask any questions if you have any. I definitely dont want you to be confused or anything and it is a confusing process, so if I didnt do this for a living I would be little bit lost, well or not lost, but just a little bit, you know, questioning too. \n\nXXXX : Okay, so um so that I dontI need to give you my new credit card number. \n\nXXXX : Okay, Lets see here. And the other one we will take off file completely, correct? \n\nXXXX : Yeah. They issued me a new one under that number but then they, um, I guess there were some compromises so they cancelled tit all together. \n\nXXXX : Oh, okay. And is it a credit card or a debit card? \n\nXXXX : This one is a XXXX XXXX XXXX credit card. \n\nXXXX : And the type of card? \n\nXXXX : Is a VISA. \n\nXXXX : Okay. And the name on the card is your first and last name? \n\nXXXX : Ugh, XXXX, middle initial XXXX XXXX XXXX : Okay. Card number whenever you are ready. \n\nXXXX : Is XXXX XXXX : expiration date? \n\nXXXX : That is um, XXXX of XXXX. \n\nXXXX : The three digit CVC? \n\nXXXX : is XXXX. \n\nXXXX : Okay, and perfect. Well go ahead and update that right now well go ahead and shred the other card. And as far as, just a second here. Okay, so, perfect that is updated. Im just going to review one last thing on your account. Everything is approved. I just wanted to double check that everything is lined up before we get off the phone. \n\nXXXX : Okay, I appreciate it. \n\nXXXX : Yeah, absolutely. Yeah theres a couple services, you know, the ones we discussed, XXXX and XXXX that are a lot more of a, I wont say a hassle, just a little more tricky to work with. They just dont really correspond or, you know, participate very much. They take a long time to get things back. They take, theyre just unprofessional, very unprofessional. So, that is what loan servicers do and that is why these programs are offered essentially is because these servicers are charging astronomically payments and when you look at your estimated payback, you know, with your servicer at that point your looking, you know, it is so much interest accumulating over time that you end up paying back {$25000.00} extra dollars or more or something without even realizing it because they didnt explain that to you. So thats, thats why these programs are offered basically. But as far as your account goes, sorry I didnt mean to get off topic here, with XXXX they have your estimated payback being somewhere probably {$60000.00} or more. \n\nXXXX : Yes, it is very high. But when this starts in in XXXX my payback or my total balance due will be {$32000.00} something or what we discussed in the beginning? \n\nXXXX : Correct. Yes, ugh-huh. \n\nXXXX : Okay XXXX : So thats, yeah, basically, the uh, you are going to make the payments, um, you know, just as scheduled. And then as far as the billing for the term goes um as soon as you get to the end of your term any remaining balance that would have been on your XXXX account is going to be forgiven. So, any uh, you know anything that would have would have it will show you what your estimated payback is, not on your XXXX account, but it will just give you an idea of what you would have paid back so that when you get to the end it will say Congratulations this is your discharge, your actually discharge amount because this is what you would have paid back essentially. Does this make sense? \n\nXXXX : Um, but I wont have a XXXX account right? \n\nXXXX : No, no, you will not. But it will let you know thats what you are saving basically over time. It will let you know at the end of your term whenever you pay your final payment itll show, not on your XXXX account, on the Department of Education, it will show Congratulations, you know, your student loan debt is 100 % paid off due to your successful payments of this amount for this amount of time this is the estimated amount you, that you, saved by enrolling in the program. \n\nXXXX : um XXXX. \n\nXXXX : Because over the years the interest, you know, would accrue and go up to a certain amount so they give you an estimate just like you would get an estimated payback. \n\nXXXX : Okay. \n\nXXXX : XXXX, does that make sense? Did I answer your question? \n\nXXXX : Yeah. Im still confused but I guess Ill see what happens when, after XXXX : What? What? I definitely dont want you to be confused. What else? Whats confusing or what are we not understanding? \n\nXXXX : I just want to make clear that we agreed on a {$32000.00} something payback for 20 years. \n\nXXXX : Correct. \nXXXX : At no interest. \n\nXXXX : Correct. \n\nXXXX : And thats what the program will kick in on XX/XX/XXXX? \n\nXXXX : On, I believe so, let me check, your last payment is going to be on XX/XX/XXXX. Correct, yup. So starting on XX/XX/XXXX, or if you need to change that date you can. \n\nXXXX : Okay. \n\nXXXX : But starting on your first payment in XXXX thats whenever that will happen. Yes. It will be finalized on XX/XX/XXXX but your next payment wont be due for another month obviously. \n\nXXXX : Okay XXXX : Does that make sense? \n\nXXXX : XXXX. \n\nXXXX : Okay, Definitely, definitely give me a call if you have other questions or you think of anything. I dont, I know this is a long process and it takes a long time for it to happen. Uh, its basically just, uh, realistically it is the Department of Education just wanting to see that you are making an honest attempt to pay back on your loans. And obviously you are so youve done everything on your end 100 % to correspond so as soon as they see that, thats uh, you know, thats why, you know it is such a process, cuz, there are people who just pay like one or two payments then they just stop paying and they are wondering why their loans arent being forgiven. Its a, definitely a process. And if they are going to pay off such a sufficient amount then they have to see the correspondence, which youve been very good about so far and as well as the communication too. \n\nXXXX : Okay. Um, I guess my other question I think, I kinda wonders, um, you guys havent sent any mail correspondence. So XXXX : Everything, everything is going to be done, um, you know, over email or through, you know, digitally, because of the fact, that people, one of the biggest issues with student loan debt right now is default, especially people who are in default is getting mail sent to their old address and then having no idea, people call in all the time and they have no idea where their loans are at or they think that their loans are like {$11000.00} and then you pull up their loan details from the FSA and they have {$35000.00} in loan debt because all the mail has been sent to their old address. \n\nXXXX : Oh. \n\nXXXX : So everything that can be printed is online because you can go directly to the source. Im not saying you wouldnt update your address, its just standard protocol. \n\nXXXX : Okay, that makes sense. \n\nXXXX : And, its just the digital, digital era. Everything is online now, you know, it is not like direct deposit, nobody really gets paycheck stubs any more. \n\nXXXX : Right. Right. Im still old school but XXXX : Yeah, yeah, I understand, no big deal. Yeah, definitely give me a call if you have any questions? And uh, is this the best number to reach you at for future reference? \n\nXXXX : Um, no the XXXX is my cell phone number. This is my work number so you can call this number and leave a message at any time. But my personal cell phone is XXXX. \n\nXXXX : Perfect that works. \n\nXXXX : Okay. \n\nXXXX : Alright, I will talk to you soon and, uh yeah, let me know if you have any further questions. Okay? \n\nXXXX : Thank you so much. \n\nXXXX : Absolutely. Good bye.","date_sent_to_company":"2018-11-30T16:47:30.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"97601","tags":null,"has_narrative":true,"complaint_id":"3074095","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Premier Student Loan Center","date_received":"2018-11-14T18:01:39.000Z","state":"OR","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["Im not <em>saying</em> you wouldnt update your address, its just standard protocol. \n\nXXXX : Okay, that makes sense. \n\nXXXX : And, its just the digital, digital era. Everything is online now, you know, it is not like direct deposit, <em>nobody</em> really gets paycheck stubs any more. \n\nXXXX : Right. Right. Im still old school but XXXX : Yeah, yeah, I understand, no big deal. Yeah, definitely <em>give</em> me a call if you <em>have</em> any questions? And uh, is this the best number to reach you at for future reference?"]},"sort":[4.253425,"3074095"]},{"_index":"complaint-public-v1","_id":"4474243","_score":4.148258,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Todays date : Friday, XX/XX/XXXX XXXX XXXX, XXXX, My XXXX daughters, and I went to XXXX XXXX, XXXX XXXX, XXXX XXXX, Texas XXXX. I was a customer since XXXX. XXXX XXXX for a XXXX XXXX XXXX XXXX =VIN # XXXX ; Texas plates # XXXX, monthly payments set at {$290.00} ; however, payments were made over that set amount for three years. XXXX XXXX for a XXXX  XXXX XXXX XXXX, VIN # XXXX ; Texas plates # XXXX, and monthly payments set at {$290.00} ; however, payments were made over that set amount for three years. Upon taking the vehicles for their second scheduled maintenance ( about a year later ) on separate days, we discovered that the license plates for the XXXX  XXXX belonged to the blue vehicle and vice versa ( pages 7-8 ). It shed light that XXXX XXXX was really under the blue vehicle, rather than the red, and XXXX XXXX  was really under the red vehicle, rather than the blue. In short, after trying to remedy all the confusing, the finance person who did the paperwork rudely told us to exit his office and stated that it didnt matter if the records/contracts were wrong because the girls were sisters, lived in the same house, and stated that, XXXX XXXX XXXX XXXX was the owner of the vehicles anyway. It was an offensive response. The maintenance reports were eventually changed to reflect XXXX on the XXXX  XXXX ( page 8 ) as known she was the lessee of the red vehicle. After a plethora of evidentiary and well-noted attempts to have XXXX XXXX fix the contracts, I sought the XXXX  to get XXXX XXXX to fix the contracts. XXXX XXXX told me we needed to wait until the leasing maturity date, XXXX XXXX, XXXX, so they s could fix the contracts. I didnt agree, but they remained adamant about their decision. Reasonably, the chaos affected the payments, and theres plenty of record of that. Moving forward XXXX XXXX, XXXX a voicemail from a XXXX XXXX , XXXX coordinator, as he identified himself, left a message stating that on XX/XX/XXXX, XXXX received the last payment of {$390.00} for the ( unspecified ) XXXX. Moving forward XXXX XXXX, XXXX, although we argued and showed using my daughters cell that today was the day we needed to return the vehicles, Sales Manager Mr. XXXX XXXX alleged we were early, alleged that the maturity date was XXXX XXXX, XXXX, trying to contradict our proof. I asked he give it to me in writing, and he handed me a paper. I told Mr. XXXX XXXX, a car salesman who Mr. XXXX XXXX called upon, that he was a witness to what Mr. XXXX XXXX was alleging. Mr. XXXX XXXX added that if we returned the vehicles on this day that we were required to pay roughly about {$550.00} for each car alleging early termination. We were/are in a global pandemic, and Mr. XXXX XXXX refused to call Nissan Infinity/ NMAC ( Nissan Motor Acceptance Corporation ) to verify the maturity date even though we showed him the proof. Nonetheless, Mr. XXXX XXXX stated XXXX would receive a {$300.00} refund for over-payment on the XXXX  XXXX. \nOn a separate occasion from XXXX XXXX, XXXX, Nissan Infinity/NMAC verified both accounts were complete, in good standing, and that XXXX would receive a {$300.00} refund through the mail for overpaying on the XXXX  XXXX. Moving forward XXXX XXXX, XXXX, a XXXX XXXX application for the red XXXX XXXX XXXX was drawn up. Mr. XXXX XXXX placed my name as if I wanted to be the buyer, which I was not in agreement. Why not use the real lessees name to sell her the vehicle she had been paying for? Frustrated and stressed, I questioned Mr. XXXX XXXX why he was also changing the mileage- XXXX difference between the XXXX and the XXXX  XXXX application. His response was far-fetched, so I requested he give me a copy with his original signature on it. I also questioned why he didnt write the truth that XXXX complied having the red vehicle for 3 years, as he wrote 2 years and 11 months, and suggesting on the XXXX XXXX application that the XXXX  XXXX was being sold from the lot when it wasnt. It is reasonable to state that Mr. XXXX XXXX wanted to continue alleging XXXX returned the red lease a month early. He did not want to fix the records that XXXX had been the lessee all the while. XXXX XXXX had previously alleged they would fix the contracts upon the maturity date, XXXX XXXX, XXXX, but they didnt. \nXXXX XXXX, XXXX, other management in the front office with another salesman, and XXXX XXXX re-appraised the blue XXXX XXXX for the second time since XXXX XXXX, XXXX ( Residual Value {$10.00}, XXXX, page 7 ). This management also went along with the charade that the maturity date was XXXX XXXX, XXXX ( compare page 7 with 9 ), and alleged an early termination fee of exactly {$540.00} ( page 7 ). Although the document shows XXXXs name on it, they didnt direct their dialogue to her, as known, XXXX was not the real lessee of the XXXX  XXXX XXXX as alleged on their XXXX lease contract that they were supposed to fix no later than XXXX XXXX, XXXX. On this same evening, Mr. XXXX XXXX approached me outside of the building. He became very aggressive and spoke irrationally. Not only did Mr. XXXX state that the XXXX  XXXX application had not been processed/submitted, he alleged very alarmingly that XXXX XXXX was going to repossess the XXXX  XXXX. He said a tow-truck would be picking up the vehicle from my home. To end his dialogue, I told Mr. XXXX to cancel the unprocessed XXXX XXXX application ( this harassment was a breaking point ) and that I would deliver the XXXX myself. I assured him there was no need for a tow-truck. Ultimately, at the end of this late evening, XXXX XXXX management and the other salesperson had no other option but to honestly accept the XXXX  XXXX XXXX on this day. After leaving, I called my then XXXX XXXX  ( about XXXX XXXX and spoke to a XXXX XXXX ) to remove the XXXX XXXX and my daughter, XXXX, from the policy. The XXXX calls are recorded for quality assurance. ( Note : I did not allegedly go and just toss the keys to any vehicle as later alleged by Mr. XXXX in an email. Note : Email of XX/XX/XXXX : 5 months later ) XXXX XXXX, XXXX, Per the XXXX XXXX website itself, no loan application. \nXX/XX/XXXXXX/XX/XXXX, Still, as of latter of XXXX XXXX, XXXX, no loan application appeared. XXXX XXXX people, management, and including Mr. XXXX re-verified ( and in writing ) that no XXXX XXXX, XXXX, XXXX XXXX contract was in place. XXXX XXXX management had the XXXX  XXXX in their possession by this time, but Mr. XXXX desperately kept texting on XXXX XXXX, XXXX. He texted asserting they were going to drop off the vehicle at my home. I told him he was not allowed on my property. He wrote back, I will leave it by the curb. He claimed his manager was aware. I advised I would not be responsible, that it would be an abandoned vehicle, that XXXX XXXX had inspected the vehicles and had possession of them, Nissan Infinity was aware we would return the vehicles at XXXX XXXX, that XXXX XXXX, XXXX was the real maturity date, that they were trying to force sales upon us, that the next day was the XXXX -the date they were trying to allege the cars were due when they know that not to be true, that I would call the news and show them the paper work and how the license plates were changed, that the mileage was being reported incorrectly, that we had the cars for XXXX years yet they were not reporting that, that they had too many lies, and finally that we paid with great sacrifice, that it wasnt cheap, and now that they were trying to take advantage of us. Mr. XXXX did not respond to my text message after that. \nThereafter, I kept receiving letters ( more than once ) alleging that I had not returned the vehicles or anything of the matter. I called Nissan Infinity/NMAC and they said XXXX XXXX had yet to report on the leases. My emails to XXXX XXXX and affiliates questioning the vehicles went ignored. Reasonably, the stressful situation was not conducive to my well-being. \nXXXX XXXX, XXXX Mr. XXXX XXXX XXXX XXXX , from finance, texted to please call him. \nXXXX XXXX, XXXX I returned his text message with an email. He responded through text, Is this the same email you sent to XXXX XXXX, one of the Sales managers at XXXX XXXX? I confirmed stating I needed answers to my questions. Mr. XXXX XXXX XXXX texted he would get back to me, but he did not. \nXXXX XXXX, XXXX a XXXX XXXX car loan appeared on my credit report. Overwhelmed and stunned, I emailed again to no avail. The following shows one of the emails I sent. \n\n-- -- -- -- From : XXXX ( XXXX ) To : XXXX ; XXXX ; XXXX ; XXXX Date : Tuesday, XX/XX/XXXX, XXXX XXXX MST I still see the XXXX XXXX XXXX XXXX on my credit report. You are still trying to force a sale. Send me what you sent XXXX XXXX demonstrating the date. I have the right to know. In addition, I have yet to receive the answers to the previous emails I sent you all of which I am entitled to receive since you reported that on my credit report. On XX/XX/XXXX, I told Mr. XXXX XXXX in person to cancel the contract as he became very aggressive. On XX/XX/XXXX, my daughter and I made it known to Mr. XXXX XXXX to cancel/ void the contract of XX/XX/XXXX. Mr. XXXX responded there was no contract to cancel. Send me the information that I requested. I am requesting arbitration before you steal the vehicle as I feel that is what you are trying to do. I received several messages that we have not turned in the vehicles when we had, etc ... that is why I sent my emails. I also have video that we did turn in the vehicles in case you try to allege that I kept them. You have video as well, as the business has surveillance. Send the requested information. In addition, if all is legal, you will not object to sending me what I previously requested from Nissan Motor Corporation that answered you all have that information. \n\nA copy of the records in entirety as follows : 1. Showing the leasing status of both vehicles as of XX/XX/XXXX 2. Showing the leasing status of both vehicles as of XX/XX/XXXX 3. Showing the leasing status of both vehicles as of XX/XX/XXXX 4. Showing the leasing status of both vehicles as of XX/XX/XXXX 5. Showing the leasing status of both vehicles as of XX/XX/XXXX 6. Showing the leasing status of both vehicles as of XX/XX/XXXX 7. Showing the leasing status of both vehicles as of XX/XX/XXXX 8. Showing the leasing status of both vehicles as of XX/XX/XXXX 9. Showing the leasing status of both vehicles as of XX/XX/XXXX 10. Showing the leasing status of both vehicles as of XX/XX/XXXX 11. Showing the leasing status of both vehicles after XX/XX/XXXX to the present. \n12. Showing when XXXX XXXX reported having received/ possession of the leased vehicles with the mileage of each respectively. \n\nYou should be able to send me this information today. \nXXXX XXXX -- -- -- -- -- My emails went unanswered. I continued to get letters that we had yet to return the vehicles when XXXX XXXX already had the vehicles in their possession. The situation took a stronger toll on my health. I decided to finally file a report with the XXXX XXXX XXXX to find some type of relief. \n\nXX/XX/XXXX, I submitted my complaint to the local XXXX XXXX XXXX reference XXXX XXXX : inaccurate credit reports, an unwarranted car loan application ( XXXX  XXXX ) forced by XXXX XXXX, and stemming from our loan experience dealing with two XXXX XXXX XXXX leases from XXXX XXXX, XXXX wherein they never corrected their XXXX contracts at the end of the maturity date, XX/XX/XXXX, like they said they would. XXXX XXXX representatives responded, Respondent agrees that Consumer is being reasonable and fair, and the Company desires to resolve this as soon as possible to relieve the stress of this transaction and make things right. To finally accept, I replied to their responses as follows, In light of everything, the following five items deserve merit : 1 ). Respondent will request that the credit reporting agencies remove the inquiry submitted to XXXX XXXX that is currently showing on the Consumer 's and her daughter 's credit reports- Yes, remove all inquiries from my credit report and my daughter XXXX credit reports ; ( 2 ). Respondent will unwind the refinance/purchase that took place in XXXX I do not know what unwind means in financial terms, and I do not want to assume. What I understand is yes, remove the XXXX XXXX application/contract as no loan should appear whatsoever ; ( 3 ). Respondent will ground the two leased vehicles and complete the return process- I do not know what ground means, but yes, the two leased vehicles were turned in a long time ago, in good condition, and I want a copy that the return process is complete on both leased vehicles ; ( 4 ). Respondent should remove all negative claiming late payments from the credit reports in entirety from both of my daughters ( XXXX  and XXXX  ) to include myself. It should reflect as good standing. In support as to why all this negative should be removed from our reports is that I did not receive the following records as I requested on several occasions which are very pertinent and the nucleus above all. As Mr. XXXX wrote, We will diligently pursue the removal of inquiries and potential negative information. I feel confident that we will resolve this to your satisfaction. \n\nI concluded that since Mr. XXXX kindly wrote, We will diligently pursue the removal of inquiries and potential negative information. I feel confident that we will resolve this to your satisfaction that I was accepting. XXXX XXXX accepted my final resolution as on the XXXX  report illustrates, no rebuttal to my final more than reasonable resolution. \n\nXX/XX/XXXX, Mr. XXXX XXXX, XXXX XXXX Director, wrote, \" We are working to get you all the information you are requesting, my question is if you still wanted to keep the loan on the refi of the XXXX with XXXX XXXX or did you want me to call them and reverse the contract. I want to fix everything for you as soon as possible. I wrote back that there shouldnt be any loan whatsoever on our credit reports as we were completely done. \nXX/XX/XXXX I wrote to Mr. XXXX, Mr. XXXX, and Mr. XXXX as I had not heard or seen any results. I reiterated Mr. XXXX email and questioned if anyone had already called XXXX XXXX to reverse it. I also informed that my daughter had yet to receive her {$300.00} refund, questioned the status on the credit reports, and that Id appreciate they stop the marketing messages as I wasnt buying anything. \nXX/XX/XXXX, Mr. XXXX replied that the check was on its way, that hed look into the marketing, and wrote, We are working on the credit report correction and alleged he needed 2 pieces of proof of residence from me and my daughter. Baffled since it didnt make sense, I inquired with people who are very familiar with the credit reporting business ; more than one verified that the unusual request was not necessary to pursue the removal of inquiries and potential negative information as the deeds were done. They questioned, How did they report you three to the credit bureaus to begin with if they want to go that illogical route? As a result, I responded to Mr. XXXX that no more information was needed as how did XXXX XXXX do it to begin with? Why ask for more to undo whats been done already? I rationally requested Mr. XXXX to reveal what was he saying, and who he was talking to that was requesting now additional like utility bills and other photos. I questioned how that was contingent to correcting what was already done. \nRather than answer my valid questions to reach the end goal, Mr. XXXX surprised me with a distressed response that one of his managers alleged I just walked into XXXX XXXX and tossed the keys. Reasonably, I requested to know which manager made such allegation with date and time, but Mr. XXXX response kept going another direction. I still deserved an explicit explanation as to how utility bills and photos were contingent to undo what was already done. Ultimately, I still sent my residence verification statement to try to reach the end goal stating that yes, my XXXX daughters and I used to live at XXXX XXXX # XXXX, XXXX XXXX, Texas XXXX, for many years, a long time ago, that nobody else lived with us, and we never lived on XXXX XXXX either. It is obvious we no longer lived there ( as they know ). I was a XXXX XXXX customer since XXXX. I financed a brand new XXXX XXXX XXXX through Nissan Infinity/ NMAC . After paying off the XXXX, my daughters and I were able to finance the two brand new XXXX XXXX XXXX through them as well. XXXX XXXX reviewed our information again on XXXX XXXX, XXXX and on XXXX XXXX, XXXX, to include updating references. \nIn summary, XXXX XXXX did agree to my final resolution which was extremely more than reasonable, but they did not live up to the reasonable expectations/resolution ; the result was not and is not to our satisfaction. They only complied with one item -the {$300.00} refund for the XXXX  XXXX. It was sent through certified mail. It arrived and was cashed without providing any type of utility bills and/or other photos ( page 10 ) -the idea is illogical. The XXXX XXXX  was not removed. Our credit reports are still being affected, as they did not remove the alleged XXXX XXXX late payments/ potentially negative information/ alleging collections. They continue to report XXXX as still owing a last monthly payment that seems to indicate for the XXXX XXXX and that I allegedly owe {$78.00} that seems to indicate for the XXXX XXXX, but it is unverifiable. We do not owe anything, most especially as XXXX XXXX kept changing records to their advantage, they did not fix the XXXX contracts like they claimed they would do no later than XX/XX/XXXX which they never did not to mention driving around with the wrong plates, no proper credit reporting as it is unverifiable, they tried to allege a different maturity date to force sales and evade from correcting the XXXX contracts, letters claiming that the vehicles had not been returned when they already had, and making such claims during a pandemic time, the unwarranted car loan application with inconsistencies, too many things. Had we owed, they would not have refunded the {$300.00}, among other things. When I requested their history of the XXXX car payments, they did not send an official registry. They sent an XXXX spreadsheet on white typing paper without the pertinent information that belongs in a financial registry. Attaching a copy of an uncorrected XXXX contract is not verification in many ways like I wrote back informing them. That is not acceptable. In summary, there are no genuine issues of material fact herein. \nRespectfully speaking, I am not an attorney like Mr. XXXX, and I am not claiming to be one. I am a consumer and a parent looking after/advocating for my XXXX daughters, myself, and other consumers who may fall prey to such business practices. XXXX XXXX needs to answer the following questions for transparency as well. I am requesting they not imply by attaching a copy of the contracts they needed to fix no later than XX/XX/XXXX to begin with, which they created to become not lessee verifiable either : A. ) Which vehicle or vehicles is/are XXXX XXXX and its affiliates reporting and/or reported to the credit bureaus, to include allege ( d ) dates that my daughter XXXX was supposedly late on payments? Respectively, state the Vin # ( s ) next to the vehicle color ( s ) separating each entry with respective dates for transparency and to avoid any possible misrepresentations. \nB. ) Which vehicle or vehicles is/are XXXX XXXX and its affiliates reporting and/or reported to the credit bureaus, to include allege ( d ) date that my daughter XXXX supposedly owes one last payment? Respectively, state the Vin # next to the vehicle color for transparency and to avoid any possible misrepresentations. Include the alleged amount. \nC. ) Evidence shows XXXX XXXX and its affiliates are using/used XXXX and XXXXs credit for both XXXX Sentras. XXXX XXXX needs to show and explicitly state what they are using to do/done this. \nD. ) Which vehicle or vehicles is/are XXXX XXXX and its affiliates reporting and/or reported to the credit bureaus, to include allege ( d ) dates that my daughter XXXX was supposedly late on payments? Respectively, state the Vin # ( s ) next to the vehicle color ( s ) separating each entry with respective dates for transparency and to avoid any possible misrepresentations. \nE. ) Which vehicle or vehicles is/are XXXX XXXX and its affiliates reporting and/or reported to the credit bureaus, to include allege ( d ) date that I, XXXX, was supposedly late on payments? Respectively, state the Vin # ( s ) next to the vehicle color ( s ) separating each entry with respective dates for transparency and to avoid any possible misrepresentations.\n\nF. ) Which vehicle or vehicles is/are XXXX XXXX and its affiliates reporting and/or reported to the credit bureaus, to include allege ( d ) date that XXXX XXXX, supposedly owe {$78.00}? Respectively, state the Vin # next to the vehicle color with the date for transparency and to avoid any possible misrepresentations. \nG. ) Please state the purpose for the {$300.00} refund. Which vehicle or vehicles is/are CXXXX XXXX and its affiliates reporting that money under. Respectively, state the Vin # next to the vehicle color with the reason for transparency and to avoid any possible misrepresentations. \nH. ) Please provide the complete and official financial registries for both XXXX Sentras without editing and having the pertinent information identifying both vehicles respectively. Each registry should contain the respective names, the account number ( s ) associated with the respective vehicle ( s ), the vehicle information such as the respective make/model and Vin number ( s ), the color identifying the vehicle, the amounts, and dates. It needs to be transparent and to avoid any possible misinterpretations. A copy of the XXXX lessee contracts are not valid, not verifiable, as they were not fixed no later than XX/XX/XXXX to begin with. They are not lessee verifiable either as they placed/switched the names ( wrong ) on the contracts.","date_sent_to_company":"2021-07-22T19:44:15.000Z","issue":"Incorrect information on your report","sub_product":"Lease","zip_code":"79938","tags":null,"has_narrative":true,"complaint_id":"4474243","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NISSAN MOTOR ACCEPTANCE COMPANY LLC","date_received":"2021-06-18T11:11:33.000Z","state":"TX","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I still deserved an explicit explanation as to how utility <em>bills</em> and photos were contingent to undo what was already done. Ultimately, I still sent my residence verification statement to try to reach the end goal stating that yes, my XXXX daughters and I used to live at XXXX XXXX # XXXX, XXXX XXXX, Texas XXXX, for many years, a long time ago, that <em>nobody</em> <em>else</em> lived with us, and we never lived on XXXX XXXX either. It is obvious we no longer lived there ( as they know )."]},"sort":[4.148258,"4474243"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":24,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":24}]}},"product":{"doc_count":24,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":7,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":5},{"key":"Other banking product or service","doc_count":1},{"key":"Savings account","doc_count":1}]}},{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other type of mortgage","doc_count":2},{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1}]}},{"key":"Credit card or prepaid 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