{"took":389,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":112,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"20073024","_score":18.123503,"_source":{"product":"Debt collection","complaint_what_happened":"I am filing a complaint regarding inaccurate credit reporting by NCB Management Services related to a collection account appearing on my credit report. \n\nThe account is reported as a debt buyer account with a balance of approximately {$2500.00}. I disputed this account with the credit bureaus because the information being reported is inaccurate and incomplete. \n\nSpecifically, the credit report shows the Date of First Delinquency as XX/XX/year>, but the account opening date is listed as XX/XX/year>. It is impossible for an account to become delinquent before it is opened. This indicates inaccurate reporting. \n\nAdditionally, the account does not identify the original creditor even though it is listed as a debt buyer account. Without identifying the original creditor, the information can not be properly verified. \n\nSeveral required account details are also incomplete or missing, including payment terms, credit limit, and date of last activity. \n\nI also believe my personal information may have been compromised during the XXXX  data breach, which increases the possibility of fraudulent or improperly reported accounts. \n\nDespite disputing this inaccurate information, the account continues to be reported without correction. I am requesting that NCB Management Services provide documentation verifying the accuracy of this account or immediately delete the account from all credit reporting agencies. \n\nI am requesting a full investigation and removal of this account if it can not be properly verified under the Fair Credit Reporting Act.","date_sent_to_company":"2026-03-08T03:37:29.000Z","issue":"False statements or representation","sub_product":"I do not know","zip_code":"73507","tags":null,"has_narrative":true,"complaint_id":"20073024","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NCB Management Services Inc.","date_received":"2026-03-08T03:25:41.000Z","state":"OK","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["Several <em>required</em> <em>account</em> details are also incomplete or missing, including payment terms, credit limit, and date of last activity. \n\nI also believe my <em>personal</em> <em>information</em> may have been compromised <em>during</em> the XXXX  data breach, <em>which</em> increases the possibility of fraudulent or improperly reported <em>accounts</em>. \n\nDespite disputing this inaccurate <em>information</em>, the <em>account</em> continues to be reported without correction."]},"sort":[18.123503,"20073024"]},{"_index":"complaint-public-v1","_id":"16874172","_score":17.185633,"_source":{"product":"Checking or savings account","complaint_what_happened":"First National Bank, XXXX XXXX XXXX offered a {$400.00} bonus for opening a checking account and a {$300.00} bonus for opening a savings account. The archived offer page can be found here : XXXX XXXX XXXX I opened both types of accounts and fulfilled all requirements. The terms of the bonus were as follows : This promotional offer is limited to new customers who are residents of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Washington D.CXXXX XXXX, or XXXX  and may be redeemed at fnb-online.com or in-person at a First National Bank ( XXXX ) branch. New customers are defined as customers who do not have any active accounts with XXXX at the time the new account is opened. A {$50.00} minimum deposit is required when opening a checking account online except for the XXXX Account, which is {$25.00}. Offer valid for new personal checking accounts opened XX/XX/year>, through XX/XX/year>. Promotional offer consists of a {$400.00} direct deposit and transaction reward, and a {$300.00} account balance reward, for a maximum reward of {$700.00}, subject to the eligibility criteria and conditions set forth below. The conditions must be met or maintained, as applicable, during a promotional period that spans three full calendar months and that begins the first day of the month following the account opening date. For example, if the account was opened in XXXX, the promotional period would begin on XX/XX/XXXX1. Eligible customers may not receive the maximum of {$700.00} if all reward conditions are not satisfied. To receive the {$400.00} direct deposit and transaction reward, the following conditions must be satisfied : 1 ) Open a new personal checking account ( XXXX, XXXX, XXXX XXXX, XXXX  or XXXX  ) and make a qualifying direct deposit ( s ) totaling {$2500.00} within the promotional period ; and 2 ) Make 15 customer-initiated debit transactions from your new personal checking account within the promotional period ( including, but not limited to, point-of-sale transactions that settle and post to your account within the 90-day period, PIN, ATM withdrawals, transfers to other accounts, mobile banking, online bill pay, wire transfers, personal checks, and XXXX payments ) ; and 3 ) Your checking account must be open and in good standing for the duration of the promotional period. Your {$400.00} reward will be credited to the account within 15 business days following the promotional period. To receive the additional {$300.00} account balance reward, the following conditions must be satisfied : 1 ) Open a new personal XXXX savings account ( XXXX  XXXX  or XXXX XXXX XXXX ) and deposit {$5000.00} new-to-bank money at account opening, and 2 ) Maintain this {$5000.00} balance during the promotional period, and 3 ) Your savings account must be open and in good standing at the end of the promotional period. Your {$300.00} reward will be credited to the account within 15 business days following the promotional period. New-to-bank money is defined as money not already held in an existing XXXX account. Proceeds from XXXX loans do not qualify as new money. Offer is non-transferable and subject to change without prior notice. Offer may be terminated or extended based on response. Offer does not apply to multiple checking or savings accounts, existing XXXX checking or savings accounts, or accounts converting to another personal checking or savings account. Account rewards are limited to one per household per calendar year. XXXX employees and/or members of their household are not eligible for this promotion. XXXX may offer multiple promotions at one time. Even if you meet the requirements for multiple promotional offers, you are only eligible for and will receive one promotional reward offer. Checking accounts closed by the customer within 180 days of opening are subject to a {$50.00} account early closing fee except for the XXXX Account, which has no closing fee. Some checking accounts accrue interest based on balance. Lifestyle Checking currently pays on tiered rates, subject to change at any time. Please visit XXXX or your local branch for current rates. Fees could reduce the earnings on the account. See the Consumer Fee Schedule, which is available at any XXXX XXXX, for further information on fees applicable to this account. To the extent required by law, XXXX will report the value of this reward to the IRS on Form 1099 MISC. Any applicable taxes are the responsibility of the account holder. In the event we determine that your account does not meet the eligibility criteria, that the activity in your account does not qualify to meet the required conditions, is not in good faith, or otherwise undermines the spirit or intent of the promotion, we will not be obligated to credit your account with the reward payout. XXXX may determine at its sole discretion not to pay a promotional offer reward for an account that appears to be opened for the primary purpose of receiving the reward payout and not for any other genuine banking purpose ( s ). All bank account bonuses are treated as income/interest and as such you have to pay taxes on them First National Bank has now denied the bonus stating that a direct mailer was required even though no such stipulation exists in the original terms. I believe First National Bank is violating banking industry regulations. Truth in Savings ( Regulation DD ) Requires Full Disclosure Under 12 CFR 1030.8 ( d ), if a bank states a bonus in an advertisement, it must clearly and conspicuously disclose all material conditionse.g. the time requirement to earn the bonus, the minimum balance required to obtain it, and when it will be paid. Slapping on a brand-new must have received a mailer promo requirement after youve opened your account, when that condition was never disclosed, runs afoul of Reg DDs ban on misleading or inaccurate ads ecfr.gov. Unfair or Deceptive Acts and Practices ( UDAP ) FTC & CFPB Both the Federal Trade Commission Act ( Sec. 5 ) and the Consumer Financial Protection Act prohibit deceptive or unfair practices in marketing financial products. The FTC enforces truth in advertising across all media, and the CFPBs Circular 2024-03 reinforces that covered banks may not slip in undisclosed contract terms that take away consumer rights. A retroactive mailer-only requirement is exactly the kind of bait-and-switch these laws forbid XXXXconsumerfinance.gov.","date_sent_to_company":"2025-10-28T15:40:46.000Z","issue":"Opening an account","sub_product":"Savings account","zip_code":"187XX","tags":null,"has_narrative":true,"complaint_id":"16874172","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST NATIONAL BANK OF PENNSYLVANIA","date_received":"2025-10-28T15:36:34.000Z","state":"PA","company_public_response":null,"sub_issue":"Didn't receive terms that were advertised"},"highlight":{"complaint_what_happened":["New customers are defined as customers who do not have any active <em>accounts</em> with XXXX at the time the new <em>account</em> is opened. A {$50.00} minimum deposit is <em>required</em> when <em>opening</em> a checking <em>account</em> online except for the XXXX <em>Account</em>, <em>which</em> is {$25.00}. Offer valid for new <em>personal</em> checking <em>accounts</em> opened XX/XX/year>, through XX/XX/year>."],"product":["Checking or savings <em>account</em>"],"issue":["<em>Opening</em> an <em>account</em>"],"sub_product":["Savings <em>account</em>"]},"sort":[17.185633,"16874172"]},{"_index":"complaint-public-v1","_id":"3474200","_score":17.027122,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I have been using my PayPal account for a few months, and since day one had nothing but trouble.They forced me to provide my personal information which was not required during account opening, but even after receiving all the information requested, they fail to process payments 60% of the time. Every time I call in and ask what seems to be the issue, I get a response that it’s a security concern and they can not disclose specifics. When I sold items, my funds were kept on hold as well, but at least they were released later on. Now I am trying to make a payment for a product I purchased on XXXX, and once again I am being told that for security of my account I can not make a payment. I don’t need PayPal to provide me security, I need PayPal to do what they claim they do, process a payment, since their largest share holder, XXXX, forces their sellers to accept payments through PayPal, which should be an antitrust concern addressed by DOJ as well.I was given a million different reasons why my payments are being blocked. “My purchase pattern is not consistent”, which means if I buy a $XXXX  toy for my son,  I can not buy him $XXXX  XXXX, because they are 8 Times as expensive and definitely can not buy a $XXXX watch. What PayPal is doing is criminal, and it has cost me a lot of money and aggravation. They feel that they are above the law, I hope that CFPB can explain to them that they are not.Thank you","date_sent_to_company":"2019-12-20T20:21:33.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"11234","tags":null,"has_narrative":true,"complaint_id":"3474200","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2019-12-20T18:42:43.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been using my PayPal <em>account</em> for a few months, and since day one had nothing but trouble.They forced me to provide my <em>personal</em> <em>information</em> <em>which</em> was not <em>required</em> <em>during</em> <em>account</em> <em>opening</em>, but <em>even</em> after receiving all the <em>information</em> requested, they fail to process payments 60% of the time. Every time I call in and ask what seems to be the issue, I get a response that it’s a security concern and they can not disclose specifics."],"issue":["Managing, <em>opening</em>, or closing your mobile wallet <em>account</em>"]},"sort":[17.027122,"3474200"]},{"_index":"complaint-public-v1","_id":"6267087","_score":14.691078,"_source":{"product":"Checking or savings account","complaint_what_happened":"I was accused of Fraud and Truist is now illegally holding my funds : On XX/XX/22 I went into Truist Bank, located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, AL XXXX and opened up XXXX accounts. XXXX business checking 's accounts, and XXXX personal checking account. During my visit to the bank I provided the requested documents to verify my identify as well as paperwork for my LLC. These documents included my SSN, Drivers License and Articles of Incorporation for both of my business 's. The lady who assisted me in opening the accounts had to attempt multiple times to get the accounts open as there appeared to be something wrong with their computer system. Finally after some time she was able to open my accounts and she was even able to verify that I had a previous personal account with Truist so she would simply reopen that one. I was advised before I left to ensure that I funded the accounts and I was provided with documents showing my accounts had been opened and account information for transfer of funds. \n\nOn XX/XX/22 I enroll in on-line bank with Truist and XXXX funded XXXX of the accounts. XXXX for {$500.00} for XXXX business account and the other for the personal account {$100.00}. I had to wait for verification to fund the other business account and when I attempted to log back into my account I was no longer able to access and it advised to call customer service. \n\nI contacted customer service who sent me back told me to contact the bank. The bank sent me back to customer service and the bank and forth went on for quite sometime. Neither the bank or the customer service knew what was going on. During XXXX of the calls a representative said the account was closed due to XXXX. I was very concerned by this and still no feedback was given on what was causing my accounts to be flagged as fraud. Considering I went into the branch to open my accounts and provided all the required legal documentation. I called back and asked for a supervisor. I finally got someone who was able to explain to me that they use a system call XXXX XXXX  and something flagged which is why the accounts where closed. I asked the rep why is this the first time I am hearing this. In addition, why was I allowed to not only open the account but you all allowed me to fund it. \n\nI contacted XXXX XXXX and requested a report as I was concerned that someone had done something fraudulent. When I received the report nothing was on the report. I reviewed the report with XXXX of their representative and nothing was being flagged as fraudulent or concerning. I called Truist bank and still no one would explain why I was denied an account, that I should receive something in the mail, and that I would never be allowed to open an account at Truist. As of today I have not received any information from Truist as to what was found to be fraudulent and my funds I used to fund the accounts have not been returned.","date_sent_to_company":"2022-12-01T18:01:12.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"53719","tags":null,"has_narrative":true,"complaint_id":"6267087","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2022-12-01T17:30:01.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["The lady who assisted me in <em>opening</em> the <em>accounts</em> had to attempt multiple times to get the <em>accounts</em> open as there appeared to be something wrong with their computer system. Finally after some time she was able to open my <em>accounts</em> and she was <em>even</em> able to verify that I had a previous <em>personal</em> <em>account</em> with Truist so she would simply reopen that one."],"product":["Checking or savings <em>account</em>"],"issue":["<em>Opening</em> an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Unable to open an <em>account</em>"]},"sort":[14.691078,"6267087"]},{"_index":"complaint-public-v1","_id":"2398713","_score":14.456598,"_source":{"product":"Credit reporting","complaint_what_happened":"I 'm opening up an complaint with Experian credit reporting agencies due to the fact that they failed to investigate my complaint on my credit report. Reinvestigation Required I have sent Experian documents via Certified mail of proof that i was Not late with XXXX credit card But they refused to investigate My claim after sending Experian Proof that I paid XXXX the Months that they are reporting that I was late. Per the FCRA ( A ) ( B ) ( C ) experian is required by law to investigate my complaint. I have filed complaint with The Minnesota Attorney Generals Office as well about this complaint as Experian has ruin my good name and reporting Negative and false information about me I 'm aware that Reporting agencies are just trying to make money off of consumers like myself reporting false information I will Not allow you to ruin my good name. Experian I 'm going to ask you One LAST AND FINAL time to invesitgate late payments with XXXX account number XXXX I have sent you bank statesments for my proof of payment I asked that you contact All if your sources that you used to verify this and send to me in writting how they verified the late payments You have copies on file at your office as we speak of proof that I paid and I expected you to send me Proof in writting via US MAIL. I 'm full aware of you not even during what the law require you to do so I 'm asking you if you can not provide me what I 'm requesting please have those negative late payments removed from my credit file or I will take full legal action againist your company I 'm fed up with the run around. \nAlso I have sent you a copy of a police report on XXXX XXXX you have failed to investigate that which is also aginst the law. you need to follow the law and do what the law require your company to do. Like I said I havew file complaint with Minnesota attorney general office about this as well. next step i will hire my own personal lawyer and sue you for as much as the law req. THIS WILL BE MY FINAL NOTICED TO YOUR COMPANY BEFORE TAKING ACTIONS! \nTHANKS XXXX XXXX","date_sent_to_company":"2017-03-22T16:16:55.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"55379","tags":null,"has_narrative":true,"complaint_id":"2398713","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2017-03-22T16:16:55.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information is not mine"},"highlight":{"complaint_what_happened":["I 'm full aware of you not <em>even</em> <em>during</em> what the law <em>require</em> you to do so I 'm asking you if you can not provide me what I 'm requesting please have those negative late payments removed from my credit file or I will take full legal action againist your company I 'm fed up with the run around. \nAlso I have sent you a copy of a police report on XXXX XXXX you have failed to investigate that <em>which</em> is also aginst the law. you need to follow the law and do what the law <em>require</em> your company to do."],"issue":["Incorrect <em>information</em> on credit report"],"company":["Experian <em>Information</em> Solutions Inc."],"sub_issue":["<em>Information</em> is not mine"]},"sort":[14.456598,"2398713"]},{"_index":"complaint-public-v1","_id":"3691099","_score":14.233555,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2020 Wells Fargo declined my online application to open a new checking account, on or about XX/XX/2020. They did not give me an account number or allow me to create an online banking username or password. At the end of collecting extensive personal information from me, they responded that they were unable to approve my account at this time, and would need to \" verify some information '' before they could complete the process. This often happens to me, because I am an immigrant who became a naturalized citizen a decade ago. Banks and others pulling third party data about me often demand to know : \" What state issued your social security number? '' My response to that is : \" How should I know? '' I know I was in my home state when I applied for it, but, because I was a naturalized XXXX Citizen, it was very likely sent to one of several federal processing centers. It is impossible for me to know what state issued my social security number. So I failed that identity challenge question, and from there on out, my chances with Wells Fargo were doomed. \n\nPredictably, although they said they would contact me, they never contacted me again. They did not phone, email, or mail me anything. My understanding is that this violates my rights to a consumer adverse action notice in connection with my application. \n\nThen, imagine my surprise when they went ahead and debited ( ahem, stole XXXX {$25.00} from my other banking account at another bank on XX/XX/2020, to fund the account which Wells Fargo had already refused to open. My account was charged {$25.00} and noted \" WELLS FARGO ONL ACHFUNDING. '' I went to their website and it said the online banking system was down. I went to their website at least twice a week for the rest of XX/XX/2020, each time seeing a message that their website was down. \n\nToday I found out that in reality, they tell all new customers that the website is down, and that they can only use telephone and in-person banking instead, while the site is down. It is critical to note, they do not say \" Because you are a new customer, you can't use online banking yet. '' No, they simply say \" Online banking is temporarily unavailable, but you can access your account at any branch or by phone. '' This wording appears to be intentionally vague, and does not specify that the problem is the newness of the account. Since I was not interested in leaving home during a COVID-19 lockdown, I just waited a few days and tried getting online again. No luck. \n\nFinally, on XX/XX/2020, I took the time to spend 20 minutes on a phone call to Wells Fargo to ask when their website would be back up, and that's when they finally revealed to me that they were intentionally blocking me from signing in and that they would refuse to provide me my account number. They suggested that I could go to a \" Wells Fargo ATM '' or branch, which is located one state away, in Mississippi. I declined. I advised that all I needed was my account number, so I could provide them the direct deposits necessary to avoid their {$10.00} or $ 12 monthly fee. They refused to provide me my account number. \n\nThey said I would either need to go to an ATM or wait another 5 days then call them back, before they would allow me to create an online banking username or even find out my account number. At this point I was already 30 days into the account opening process, had had none of the previously promised communication from them, and was unwilling to commit another week to the process or to believe their assurances about what would supposedly happen in the future. \n\nSo I asked them to simply return my {$25.00} opening deposit, avoid charging me any fees, and close my account immediately. They refused. They said I would have to either make that request at a branch ( in another state ), or mail them a letter containing my account number and specifying my reason for closing. I re-explained that the whole reason I am closing the account is that they have repeatedly refused to give me my account number. They did not provide it during my application ( which was declined ), and they did not provide it at any time since then. So I asked them to simply provide it over the phone so I could mail them their ridiculous account closure letter. They refused. They further specified that I would be required to not only have the mythical, unobtainable account number on the closure letter request, but that I would also be required to have the letter notarized! I believe they heard a few choice words at that point. \n\nMy desired resolution is that they peform all of the following : 1. Close my account immediately. \n2. Mail me back my entire {$25.00} opening deposit which they took without permission. \n3. Add the note \" sorry '' to my refund check or accompanying apology note. \n4. Do not disclose or sell my personal information to any party. \n5. Do not allow any Wells Fargo employees to access my personal information again in the future, as news reports would indicate there is significant reason not to trust them with that information. \n6. Never contact me again. \n\nCFPB has my permission to publish this description on its website. \n\nThank you.","date_sent_to_company":"2020-06-09T22:35:56.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"704XX","tags":null,"has_narrative":true,"complaint_id":"3691099","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-06-09T22:14:24.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["Mail me back my entire {$25.00} <em>opening</em> deposit <em>which</em> they took without permission. \n3. Add the note \" sorry '' to my refund check or accompanying apology note. \n4. Do not disclose or sell my <em>personal</em> <em>information</em> to any party. \n5. Do not allow any Wells Fargo employees to access my <em>personal</em> <em>information</em> again in the future, as news reports would indicate there is significant reason not to trust them with that <em>information</em>. \n6. Never contact me again."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Can't close your <em>account</em>"]},"sort":[14.233555,"3691099"]},{"_index":"complaint-public-v1","_id":"21751312","_score":14.032863,"_source":{"product":"Credit card","complaint_what_happened":"Product : Credit Card Company : Synchrony Bank Account : Synchrony Premier Mastercard ( ending in XXXX ) Issue Type : Problem with a purchase/ Incorrectly declined transaction / Poor customer service Complaint : I am submitting this complaint regarding my experience with Synchrony Bank and its handling of fraud detection and transaction verification on my recently opened credit card account. \n\nI received and activated the Synchrony Premier Mastercard on XX/XX/year>. On XX/XX/year>, I attempted my first transaction, which was declined. After contacting customer service, the transaction was eventually approved. \n\nOn XX/XX/year>, I successfully completed two small transactions. However, later that same day, a grocery purchase at XXXX for over {$200.00} was again declined. I contacted customer service a second time to resolve the issue. \n\nDuring this second interaction, I was asked to complete an excessive and unreasonable verification process, including recording a video stating that the transaction was authorized and submitting personal identification. This request was made even though the transaction had already been completed using another credit card due to the denial. \n\nWithin less than XXXX hours of opening the account, I experienced multiple transaction denials and escalating verification demands that interfered with normal use of the card. The requirement to record and submit a video authorization for an ordinary retail transaction is, in my view, disproportionate, inefficient, and inappropriate. \n\nAs a result of these repeated issues and the burden imposed by Synchrony Banks procedures, I made the decision to voluntarily close the account. \n\nI am requesting the following : Confirmation that this account is reported to all credit reporting agencies as Closed by Customer, with no negative or misleading notation. \nAssurance that no adverse information related to these events will be reported on my credit file. \nA formal explanation of the fraud detection and verification procedures applied in this case, including the basis for requiring a video authorization. \n\nThis account was closed solely due to Synchrony Banks operational inefficiencies and not due to any misuse or failure on my part. \n\nI request that this complaint be formally investigated and that I receive a written response addressing these concerns.","date_sent_to_company":"2026-04-30T15:46:07.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"55449","tags":"Older American","has_narrative":true,"complaint_id":"21751312","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-04-30T15:40:48.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["<em>During</em> this second interaction, I was asked to complete an excessive and unreasonable verification process, including recording a video stating that the transaction was authorized and submitting <em>personal</em> identification. This request was made <em>even</em> though the transaction had already been completed using another credit card due to the denial."]},"sort":[14.032863,"21751312"]},{"_index":"complaint-public-v1","_id":"1953601","_score":13.408305,"_source":{"product":"Bank account or service","complaint_what_happened":"I had opened a checking and savings account with BB & T in XXXX, TX as part of a student promotion. I had submitted my personal information to the banker together with the forms required to open the account. The forms that I submitted include Account Enrollment Form, BB & T signature card form, Overdraft Decision Form. The account enrollment form was signed and given to the banker by me when she came to the university to open the account. However, the BB & T signature card form and overdraft decision form was mailed to me by the banker and I filled it, signed and sent it back by US mail around XXXX XXXX 2015. While opening the account, the banker did not provide me with any other details regarding my account. However, around XXXX XXXX 2015, there was some fraudulent activity that occur ed in my account which I came to know through overdraft notices received in the mail. I immediately notified the bank about this and they closed my account around XXXX XXXX 2015. I filed disputes with the bank regarding the fraudulent activity in my account. I filed complaints with the XXXX police department and USPS mail theft division. I submitted all these reports to BB & T to aid them in the dispute investigation process. The outcomes of the dispute I had filed with the bank was not in my favor. They rejected my dispute claim saying that the account opening process was all done according to their procedures. I was not satisfied with the response given to me and I went personally to the bank to request all the forms that I had submitted to them during the account opening process. The banker gave me a copy of the BB & T signature card form and to my shock, I noticed that the form I had submitted to the bank was different from the one they had in their system. The bank claims that my account was opened on XXXX XXXX, 2015 and they gave me a copy of the BB & T signature card form with my signature and date as XXXX XXXX, 2015. However, I did not sign and mail these forms to the bank till XXXX XXXX 2015. I came to know that the actual form I sent to the bank was not in their system and they had a different form in their system with a different date. All the dispute investigations have been based on the forms that they have in their system and not the ones I submitted. I had requested the bank to give me all the forms associated with my account as I feel that all my personal information has been misused. The forms that I had requested the bank include : 1. Account enrollment form, 2. BB & T signature card form, 3. Overdraft review decision form. The banker told me last week that she has put in a request to obtain the other forms and it will take around 2-3 business days to get these. However, this week I received a call from another banker saying that they can not give me the forms and asked me to contact their legal department to obtain them. The banker told me that she does not have access to the forms. I questioned this statement, asking how another banker whom I was talking to last week was able to put in a request to obtain the forms and now she is telling me that they do not have access to it. This banker does not have a answer to my questions. I was persistent to obtain a copy of the forms for my record and this banker refused to even talk to me. She kept saying she has nothing to talk to us and we have to leave the place. My questions to her were : 1. Why does the branch not have a copy of the forms I submitted to them to open the account? They should have a file for me in the branch and that file should contain the forms.If so, why are they not willing to give it to me? When they can give me a copy of one of the forms, why not the rest? \n2. How come one banker I was dealing with last week was able to put in a request to get the forms and suddenly this week, their procedure changed and they can not provide me the forms and I have to contact the legal department to get it?","date_sent_to_company":"2016-06-04T03:49:46.000Z","issue":"Account opening, closing, or management","sub_product":"Checking account","zip_code":"770XX","tags":null,"has_narrative":true,"complaint_id":"1953601","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2016-06-04T03:49:46.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had opened a checking and savings <em>account</em> with BB & T in XXXX, TX as part of a student promotion. I had submitted my <em>personal</em> <em>information</em> to the banker together with the forms <em>required</em> to open the <em>account</em>. The forms that I submitted include <em>Account</em> Enrollment Form, BB & T signature card form, Overdraft Decision Form. The <em>account</em> enrollment form was signed and given to the banker by me when she came to the university to open the <em>account</em>."],"product":["Bank <em>account</em> or service"],"issue":["<em>Account</em> <em>opening</em>, closing, or management"],"sub_product":["Checking <em>account</em>"]},"sort":[13.408305,"1953601"]},{"_index":"complaint-public-v1","_id":"8522685","_score":13.186894,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to bring to your attention a series of fraudulent activities that have occurred on my account, which I believe require immediate investigation and resolution. I recently discovered unauthorized transactions and identity theft incidents that have significantly impacted my financial stability and personal information. \n\n**1. Unauthorized Credit Card Opening : ** As of XX/XX/2023, according to the information provided by XXXX XXXX, it has come to my attention that an individual has opened a new credit card under my name. The malefactor has made charges totaling {$490.00} out of the {$500.00} credit limit on XXXX. I wish to emphasize that I have not authorized any of these transactions, and this marks the third unauthorized line of credit opened under my name. \n\n**2. Unlawful Charge on Best Buy Account : ** On my last reported statement dated XX/XX/2023, there is a charge of {$8300.00} to my Best Buy account. This charge was conducted in another state at the same general location as the previous theft, indicating a pattern of fraudulent activities. \n\nXXXX. XXXX Identity Theft : ** On XX/XX/2023, an individual in XXXX XXXX XXXX Texas, entered a XXXX store and locked me out of my account along with my mother 's account. This unauthorized access resulted in a 48-hour period during which my family and I were denied access to our phones. Subsequently, XXXX transferred our account information without our consent to another person. On the same day, I was charged {$5000.00} to an account by XXXX, allegedly through a purchase at XXXX XXXX XXXX XXXX XXXX XXXX Texas. I would like to emphasize that I was physically present in California when this incident occurred. \n\nI have already taken several steps to address this situation : 1. I have contacted the bank associated with XXXX XXXX and a representative has informed me that the account is under investigation and currently frozen. \nXXXX. A XXXX representative has sent me an affidavit, which I plan to submit tomorrow along with a police report.\n\n3. I have notified XXXX representatives that I will be demanding a report between myself and their representatives to establish accountability for the unauthorized transfer of my account. \n\nConsidering the severity and frequency of these incidents, I am reaching out to your security team to request a thorough investigation into these unauthorized activities. Additionally, I request that you take immediate action to rectify the financial damages incurred and enhance the security measures associated with my accounts to prevent further occurrences.\n\nCitibank has been uncooperative, even after submitting my police report to their representatives and explaining the situation with the other two banks they have repeatedly denied my fraudulent claim. I have attempted to work this matter out with them for years with no result.\n\nCitibank 's failure to resolve this matter, which was resolved by the other two banks years ago, will impact my situation in terms of housing and conducting business.","date_sent_to_company":"2024-03-11T21:55:57.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"93101","tags":null,"has_narrative":true,"complaint_id":"8522685","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-03-11T21:42:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I am writing to bring to your attention a series of fraudulent activities that have occurred on my <em>account</em>, <em>which</em> I believe <em>require</em> immediate investigation and resolution. I recently discovered unauthorized transactions and identity theft incidents that have significantly impacted my financial stability and <em>personal</em> <em>information</em>. \n\n**1."]},"sort":[13.186894,"8522685"]},{"_index":"complaint-public-v1","_id":"11644798","_score":12.889937,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX ( XXXX ) XXXX XXXX XXXX XXXX, XXXX **JPMCB Card Services** XXXX XXXX XXXX XXXX, DE XXXX XXXX Whom It May Concern, ** I am writing to respectfully request the removal of a late payment report from my credit file with XXXX XXXX XXXXXXXX for XX/XX/XXXX. This request is based on extraordinary and unforeseen medical circumstances that prevented me from making the payment on time. I hope you will consider this request as a gesture of goodwill. \n\nIn XX/XX/XXXX, I contracted XXXX, which led to severe complications, including symptoms resembling XXXXXXXX XXXX This rare XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Shortly afterward, I received the XXXX vaccine in XX/XX/XXXX, which unfortunately led to additional complications, further impacting my XXXX XXXX XXXX \n\nThe situation escalated on XX/XX/XXXX, when I was critically XXXX XXXX XXXX XXXX XXXX. I suffered XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This injury required extended XXXX, and I fell into a XXXX  for six weeks, **fighting for my XXXX XXXX**. During this critical period, I was completely incapacitated and unable to manage my financial obligations, including setting up autopay arrangements. \n\nThese events occurred during the ongoing XXXX XXXX XXXX XXXX XXXX XXXX ), which presented additional challenges in managing my finances. Despite these circumstances, I have consistently maintained an impeccable payment record on my XXXX account, with this being the only late payment since opening the account. \n\nTo support this request, I have compiled documentation of my XXXX XXXX XXXX positive XXXX test results, vaccination details, and related complications. I am happy to provide these records to substantiate my situation. \n\nThis late payment has created a significant barrier to securing personal loans, which I need to rebuild both my financial and physical well-being. I kindly ask XXXX XXXX XXXX to consider removing this late payment from my credit report as a goodwill adjustment. Your understanding and support in this matter would have a meaningful impact on my ability to recover and move forward. \n\nThank you for your time and consideration. I am hopeful for a favorable response. If you require further documentation or information, please do not hesitate to contact me. \n\nSincerely, **XXXX XXXX** Chase Sapphire Credit Card Account # : XXXX XXXX XXXX XXXX XXXX : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - My case relates to the findings in the CFPB 's lawsuit against XXXX because it highlights the challenges consumers face when credit reporting agencies fail to properly investigate and correct errors on credit reports. In my situation, I experienced a life-altering eventa six-week XXXX XXXX XXXX XXXX XXXX XXXX led to a single late payment. Despite providing documentation and a detailed explanation of my circumstances, if the credit reporting agency refuses to conduct a thorough investigation or declines to correct the error, it would mirror the issues described in the CFPB 's lawsuit. \n\nThe CFPB alleges that XXXX conducted \" sham investigations '' into consumer disputes, resulting in inaccurate information remaining on credit reports. This kind of negligence can severely impact consumers ' ability to access credit, secure employment, or even find housing. In my case, this late payment has already created obstacles as I work to rebuild my financial stability after a traumatic period in my life. \n\nThis situation underscores the importance of the Fair Credit Reporting Act ( FCRA ), which requires credit reporting agencies to investigate consumer disputes and correct or remove information that is inaccurate, incomplete, or unverifiable. Knowing this, I feel even more compelled to pursue the correction of my credit report. My circumstances were extraordinary and beyond my control, and I have the right to expect that my dispute is handled with care and diligence. If not, it becomes part of a larger systemic issue that the CFPB is actively working to address.","date_sent_to_company":"2025-01-18T06:19:53.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"483XX","tags":null,"has_narrative":true,"complaint_id":"11644798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-01-18T06:19:51.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["If you <em>require</em> further documentation or <em>information</em>, please do not hesitate to contact me."],"product":["Credit reporting or other <em>personal</em> consumer reports"],"sub_issue":["Problem with <em>personal</em> statement of dispute"]},"sort":[12.889937,"11644798"]},{"_index":"complaint-public-v1","_id":"11645811","_score":12.887667,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX ( XXXX ) XXXX XXXX XXXX XXXX, XXXX **JPMCB Card Services** XXXX XXXX XXXX XXXX, DE XXXX **To Whom It May Concern, ** I am writing to respectfully request the removal of a late payment report from my credit file with JPMCB Card Services for XX/XX/XXXX. This request is based on extraordinary and unforeseen medical circumstances that prevented me from making the payment on time. I hope you will consider this request as a gesture of goodwill. \n\nIn XX/XX/XXXX, I contracted XXXX, which led to severe complications, including symptoms resembling XXXX XXXX. This rare neurological condition caused significant muscle weakness and exacerbated my pre-existing mobility challenges. Shortly afterward, I received the XXXX vaccine in XX/XX/XXXX, which unfortunately led to additional complications, further impacting my health and mobility. \n\nThe situation escalated on XX/XX/XXXX, when I was critically injured in a shooting incident. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX resulting in a XXXX XXXX injury that left me XXXX. This injury required extended hospitalization, and I fell into a coma for XXXX weeks, XXXX XXXX XXXX XXXX XXXX. During this critical period, I was completely incapacitated and unable to manage my financial obligations, including setting up autopay arrangements. \n\nThese events occurred during the ongoing COVID-19 Public Health Emergency ( PHE ), which presented additional challenges in managing my finances. Despite these circumstances, I have consistently maintained an impeccable payment record on my Chase account, with this being the only late payment since opening the account. \n\nTo support this request, I have compiled documentation of my hospitalization, medical diagnoses, positive XXXX test results, vaccination details, and related complications. I am happy to provide these records to substantiate my situation. \n\nThis late payment has created a significant barrier to securing personal loans, which I need to rebuild both my financial and physical well-being. I kindly ask JPMCB Card Services to consider removing this late payment from my credit report as a goodwill adjustment. Your understanding and support in this matter would have a meaningful impact on my ability to recover and move forward. \n\nThank you for your time and consideration. I am hopeful for a favorable response. If you require further documentation or information, please do not hesitate to contact me. \n\nSincerely, *XXXX XXXX* Chase Sapphire Credit Card Account # : XXXX XXXX XXXX XXXX XXXX : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - My case relates to the findings in the CFPB 's lawsuit against Experian because it highlights the challenges consumers face when credit reporting agencies fail to properly investigate and correct errors on credit reports. In my situation, I experienced a life-altering eventa six-week coma caused by severe medical complicationswhich led to a single late payment. Despite providing documentation and a detailed explanation of my circumstances, if the credit reporting agency refuses to conduct a thorough investigation or declines to correct the error, it would mirror the issues described in the CFPB 's lawsuit. \n\nThe CFPB alleges that Experian conducted \" sham investigations '' into consumer disputes, resulting in inaccurate information remaining on credit reports. This kind of negligence can severely impact consumers ' ability to access credit, secure employment, or even find housing. In my case, this late payment has already created obstacles as I work to rebuild my financial stability after a traumatic period in my life. \n\nThis situation underscores the importance of the Fair Credit Reporting Act ( FCRA ), which requires credit reporting agencies to investigate consumer disputes and correct or remove information that is inaccurate, incomplete, or unverifiable. Knowing this, I feel even more compelled to pursue the correction of my credit report. My circumstances were extraordinary and beyond my control, and I have the right to expect that my dispute is handled with care and diligence. If not, it becomes part of a larger systemic issue that the CFPB is actively working to address.","date_sent_to_company":"2025-01-18T06:19:29.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"483XX","tags":null,"has_narrative":true,"complaint_id":"11645811","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-01-18T05:31:47.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["If you <em>require</em> further documentation or <em>information</em>, please do not hesitate to contact me."],"product":["Credit reporting or other <em>personal</em> consumer reports"],"company":["Experian <em>Information</em> Solutions Inc."],"sub_issue":["Problem with <em>personal</em> statement of dispute"]},"sort":[12.887667,"11645811"]},{"_index":"complaint-public-v1","_id":"18003848","_score":12.631082,"_source":{"product":"Debt collection","complaint_what_happened":"I am submitting this complaint because the account being reported under SYNCB/VALUEC on my credit report contains information that is inaccurate, incomplete, and unverifiable. I do not recognize this account, I never opened or authorized it, and I have no relationship with SYNCB/VALUEC. Because of that, I filed an FTC Identity Theft Report to formally document that this account does not belong to me and may be the result of identity theft or misuse of my personal information. Despite taking all appropriate steps as a consumerincluding filing disputes with the credit bureaus and submitting the FTC reportthe SYNCB/VALUEC account continues to appear on my credit file, and the information furnished by this company remains unverified and unresolved. Therefore, I am requesting assistance from the Consumer Financial Protection Bureau to ensure that SYNCB/VALUEC complies with federal law, properly investigates my dispute, and removes or corrects any inaccurate or fraudulent information. \n\nThe first time I noticed this account, I was immediately concerned because I have never applied for, opened, used, or authorized any credit card or credit line associated with SYNCB/VALUEC. I am familiar with Synchrony Bank as a financial institution that issues private-label credit cards for many retailers, but I have not opened any such accounts. Seeing this unfamiliar entry on my credit report caused immediate concern that someone may have used my identity to open fraudulent accounts or that my personal information was somehow compromised and used without my knowledge.\n\nUpon reviewing the details being reported, I noticed several red flags that made the account appear even more suspicious. The reported account information was inconsistent across the credit bureaus. Certain dates, balances, and payment histories appeared to differ from one bureau to another, and in some instances, the reporting seemed incomplete or contradictory. This inconsistency is often a sign of either fraudulent activity or errors in how the information was furnished. Either way, the information was not something I recognized or authorized. \n\nBecause of these concerns, I promptly filed disputes with all three major credit bureaus to challenge the accuracy of the SYNCB/VALUEC account XXXX In each dispute, I clearly stated that I did not open or authorize this account and that the information was fraudulent. I requested that the credit bureaus conduct a thorough reinvestigation and require SYNCB/VALUEC to provide supporting documentation, such as any application, signed agreement, credit authorization, transaction history, or recorded communication that would prove I was the one who opened or used the account. However, instead of receiving any documentation or meaningful explanation, I was told that the account had been verified as accurate. The bureaus did not provide details of what verification was conducted or what documents SYNCB/VALUEC supplied . This raises serious concerns about whether a proper investigation was carried out at all.\n\nUnder the Fair Credit Reporting Act, both the credit bureaus and the furnisher of information are required to conduct a reasonable reinvestigation of disputed items. A reasonable reinvestigation would require SYNCB/VALUEC to provide actual proof that I opened and used the account. This could include an application with my signature, documentation showing where and how the account was opened, transaction records matching my conduct, or any communication logs showing my involvement. Yet none of this was provided to me, and I have no evidence that any such documentation exists. If it does not exist, SYNCB/VALUEC should not be reporting this account, and the credit bureaus should not be keeping it on my file. \n\nBecause of the seriousness of the situation, I also filed an FTC Identity Theft Report. Filing the FTC report was necessary because it is the official method for documenting identity theft concerns under federal law. When a consumer submits an identity theft report, furnishers are required by law to block or remove the disputed information unless they can prove its legitimacy. This proof must be documentednot inferred or assumed. I submitted my FTC Identity Theft Report to the credit bureaus, but even after doing so, the SYNCB/VALUEC account remains on my reports. This means that either SYNCB/VALUEC failed to comply with identity theft procedures or the credit bureaus failed to enforce the proper handling of the account. \n\nThe presence of this fraudulent SYNCB/VALUEC account has caused significant harm to my credit profile and overall financial stability. It has lowered my credit score, affected my creditworthiness, and created obstacles when applying for financial products or services. Having an unauthorized account labeled as negative or derogatory creates unnecessary barriers and exposes me to higher interest rates, declined applications, and long-term financial consequences. This harm is not theoreticalit is real, measurable, and ongoing. \n\nIn addition to the financial harm, this situation has caused emotional stress and frustration. Dealing with fraudulent accounts is time-consuming and exhausting, especially when the companies responsible do not follow proper procedures or provide necessary documentation during the dispute process. As a consumer, I followed every required step : I disputed the information, I requested documentation, I provided an FTC Identity Theft Report, and I attempted to engage in the process responsibly. Yet the disputed information remains unresolved, which indicates a failure by SYNCB/VALUEC and the credit bureaus to comply with their legal obligations. \n\nAnother issue is that SYNCB/VALUEC has not provided any information that demonstrates how the account was allegedly opened. If this were a legitimate account, SYNCB/VALUEC should be able to produce an application with my personal information, signature, or electronic consent. They should also be able to provide transaction histories showing purchases that match my behavior, addresses that match my residence history, or communications that show interactions between me and the company. The fact that none of this has been provided strongly suggests that either the account is fraudulent or that the company does not possess the documentation required to justify its reporting. \n\nIt is also concerning that the verification process appears to have relied heavily on automated systems like XXXX rather than human investigation. Automated systems often fail to capture the complexity of identity theft disputes and can result in inaccurate verified findings. When a consumer disputes an account on the basis that they did not open it, a proper reinvestigation should involve more than simply confirming that the account exists in the furnishers database. It should require reviewing original applications, comparing signatures, reviewing IP logs or device information for online account openings, and verifying identity at a detailed level. \n\nFurthermore, SYNCB/VALUEC has not provided any fraud investigation results, even though such results should exist if they properly assessed my identity theft claim. A fair and thorough fraud investigation would include reviewing how the account was opened, determining whether identity verification procedures were followed at the time of opening, checking whether any unusual activity occurred, and examining whether the account shows signs of synthetic identity use. The lack of such information indicates that SYNCB/VALUEC may not have performed the necessary due diligence required when a consumer asserts identity theft.\n\nI am also concerned that SYNCB/VALUEC may have furnished incomplete or incorrect information to the credit bureaus. Furnishers are required to report accurate and complete information. If they can not verify the identity of the account holder, or if they can not provide documentation showing that the account was legitimately opened, they should not be reporting it at all. The lack of supporting documentation as well as inconsistent reporting across different bureaus strongly suggests that SYNCB/VALUEC may have failed to meet these obligations.\n\nAdditionally, the failure to remove or block the information after receiving my FTC Identity Theft Report is a violation of federal identity theft procedures. Under FCRA 605B, once a consumer provides an identity theft report, the furnisher must stop reporting the fraudulent information unless they provide the consumer with documentation proving that the account belongs to them. SYNCB/VALUEC has failed to provide any such documentation, and therefore they should have stopped reporting the account.\n\nBecause SYNCB/VALUEC has not proven that I opened this account, has not provided documentation supporting the reporting, and has not complied with identity theft procedures, I am requesting CFPB assistance to ensure that this matter is resolved properly. A fair resolution to this issue would include the following steps : SYNCB/VALUEC must provide full documentation showing how the account was opened.\n\nSYNCB/VALUEC must provide a copy of the signed application or electronic authorization.\n\nSYNCB/VALUEC must provide all transaction histories associated with the account.\n\nSYNCB/VALUEC must provide fraud investigation records and internal notes.\n\nSYNCB/VALUEC must provide communication logs showing any interaction with me.\n\nSYNCB/VALUEC must provide identity verification procedures used at account opening.\n\nIf they can not provide this documentation, the account must be deleted permanently.\n\nThe credit bureaus must update my report to remove this account.\n\nAny hard inquiries associated with the fraudulent account must be deleted.\n\nAll furnishers must comply with the FTC Identity Theft Report blocking requirements.\n\nUntil SYNCB/VALUEC provides legitimate supporting documentation proving that I opened the account, the information should not be reported on my credit file. I am requesting CFPB assistance to ensure that SYNCB/VALUEC complies with federal laws and resolves this fraudulent and harmful reporting.","date_sent_to_company":"2025-12-04T20:26:35.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"63033","tags":null,"has_narrative":true,"complaint_id":"18003848","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-12-04T20:08:59.000Z","state":"MO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Yet the disputed <em>information</em> remains unresolved, <em>which</em> indicates a failure by SYNCB/VALUEC and the credit bureaus to comply with their legal obligations. \n\nAnother issue is that SYNCB/VALUEC has not provided any <em>information</em> that demonstrates how the <em>account</em> was allegedly opened. If this were a legitimate <em>account</em>, SYNCB/VALUEC should be able to produce an application with my <em>personal</em> <em>information</em>, signature, or electronic consent."]},"sort":[12.631082,"18003848"]},{"_index":"complaint-public-v1","_id":"20448419","_score":12.626853,"_source":{"product":"Checking or savings account","complaint_what_happened":"Demand for Investigation Dear CFPB Complaint Resolution Team, I am formally reopening this complaint due to material inaccuracies in First Citizens Banks XX/XX/year> response letter. The banks assertionsthat I refused to provide identification, became irritated, or failed to cooperateare false and contradicted by the facts. I request an immediate, independent investigation. \nThe facts are as follows : On XX/XX/year>, I arrived at the XXXX XXXX XXXX branch for a previously scheduled appointment. I had already emailed my drivers license and passport prior to the visit. During the meeting, the associate ( the only individual present besides XXXX ) requested my identification ; I presented it at the table. He stepped awaypresumably to make a photocopyand returned, confirming to XXXX that the documents had previously been received via email and that my business appeared legitimate. \n\nThe originally assigned associate was not presenthe had apparently been out of the branchso only XXXX and this XXXX associate conducted the meeting. Despite the scheduled appointment, neither was aware of my arrival upon entry. I had paid for parking and proceeded regardless. \n\nThe meeting lasted approximately XXXX minutes. Both XXXX and the associate held only XXXX pieces of scrap paper, jotting notes informallynothing resembling standard professional documentation. This unprofessional setup, combined with unusually probing and accusatory questions, prompted me to ask if I could record the conversation for my own records. XXXX immediately expressed discomfort, stating she felt uncomfortable. I promptly withdrew the request, indicating we could continue without recording. She nevertheless terminated the meeting abruptly, appearing visibly upset. \n\nDuring those ten minutes, XXXX explained that XXXX XXXX is not a walk-in bank : they market exclusively to their existing clientspresumably high-income individualsand do not typically accept unsolicited applications. She stated that people usually dont walk in, that the XXXX XXXX XXXX location is intentionally low-profile ( not appearing in XXXX searches ) XXXX and that this is by design. She implied my presence was unusual and raised red flagsparticularly because I had contacted multiple branches. \n\nMy outreach to other branches was not suspicious : I needed to speak with a business manager during weekday hours, which overlap with my own work schedule. When one branch was unavailable, I tried the nextstandard practice for any customer. Yet XXXX framed this as evidence of irregularity, alongside statements that individuals funnel money all the time and that my profile had been flagged. No questions were asked about future clients, business plans, deposits, or income. She never specified any minimum deposit, income threshold, or other prerequisitesonly lectured on the banks exclusivity. \n\nMy perceived urgency stemmed solely from the need to complete the process during business hours. This is not suspicious conduct ; it is practical. \nOn XX/XX/year>, branch manager XXXX XXXX contacted me by telephone and stated only that the account would not be openedno rationale was provided. The banks current claim of refusal to provide identification is contradicted by the record. \nI have complied fully with all requests and remain prepared to provide any additional documentationarticles of organization, EIN, tax returns, client lists, or otherwisethrough retained counsel. I never denied or withheld any information about my business.\n\nAdditionally, I am unclear whether I am barred from opening even a personal checking or savings account. The banks response provides no clarity on this point.\n\nThe banks conduct raises serious concerns about fair treatment and potential discrimination. Whether based on race, perceived socioeconomic status, demeanor, or the banks self-described exclusivity, the patterninformal documentation, abrupt termination upon a reasonable request to record, insinuations about my financial standing, and subsequent misrepresentationsuggests unfair selection of customers. If the bank presumes I lack sufficient deposits, income, or legitimacy without evidence, that is no different from arbitrary exclusion in any service industry.\n\nI respectfully request : An immediate, independent investigation into the branchs conduct, including XXXX statements on exclusivity, the handling of walk-in applications, and the overall process Production of all relevant internal records : notes, emails, call logs, appointment logs, marketing materials, and witness statements A clear, documented explanation : Why has my application for a business checking and/or savings account been denied? Am I barred from opening any accountpersonal or businesswith First Citizens? If not, what specific information or prerequisites are required?\n\nThis complaint will be pursued further, including through small claims court if necessary. I will not withdraw absent complete resolution.\n\nPlease reopen and investigate promptly. \nSincerely, XXXX XXXX","date_sent_to_company":"2026-05-07T13:55:50.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"02124","tags":null,"has_narrative":true,"complaint_id":"20448419","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST CITIZENS BANCSHARES, INC.","date_received":"2026-03-20T14:24:57.000Z","state":"MA","company_public_response":null,"sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["I never denied or withheld any <em>information</em> about my business.\n\nAdditionally, I am unclear whether I am barred from <em>opening</em> <em>even</em> a <em>personal</em> checking or savings <em>account</em>. The banks response provides no clarity on this point.\n\nThe banks conduct raises serious concerns about fair treatment and potential discrimination."],"product":["Checking or savings <em>account</em>"],"issue":["<em>Opening</em> an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Unable to open an <em>account</em>"]},"sort":[12.626853,"20448419"]},{"_index":"complaint-public-v1","_id":"7367820","_score":12.419863,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/ Subject : Urgent Complaint : Identity Theft, Hacking, and Fraudulent Activities on Wells Fargo Account Dear Consumer Financial Protection Bureau Team, I hope this email finds you well. I, XXXX XXXX, am writing to report a distressing incident of identity theft, hacking, and fraudulent activities that have occurred within the confines of my Wells Fargo account. I am seeking your immediate assistance and intervention in this grave matter. \nOn the morning of XX/XX/, I received a call from a number that appeared to be associated with Wells Fargo ( XXXX number ). The individual on the line identified themselves as being from the Wells Fargo fraud department and proceeded to inform me of suspicious card activity in Ohio. They stated that my account was compromised and that they needed to take immediate action to protect my account. I was requested to verify my identity by providing a one-time code that they sent to me. \nBeing under the impression that I was communicating with Wells Fargo 's legitimate representatives, I complied with their request. During the call, they demonstrated knowledge of my email address and my online banking username, which led me to believe that they were indeed genuine Wells Fargo representatives. Regrettably, it has since come to light that this was not the case, and my identity was exploited and manipulated. There had been unauthorized transfers of funds from my accounts as outlined below : 1. From my savings account : - Around {$500.00} was transferred to my personal account. \n2. From my personal checking account : - A sum of {$2700.00} was transferred to my business checking account. \n3. From my business checking account : - An alarming total of {$18000.00} was wrongfully transferred to an unknown account. \n\nThe repercussions of this incident have been severe. The perpetrators have gained unauthorized access to my email accounts, my online banking services, and even executed a XXXX swap, as confirmed by law enforcement during my official police report. All my phone calls were transferred to them, and they were answering all my calls from my bank and so on, until I found out what was going on and went to XXXX XXXX and asked them to transfer my calls back to my number. \nThe extent of this breach is both troubling and distressing, and I fear that my personal and financial security has been irreparably compromised. I immediately reported this incident to Wells Fargo, and while they undertook measures to address the situation, I am facing an uphill battle in regaining control over my compromised accounts and retrieving my financial losses. I reported the issue and initiated a fraud case. \nI had to close all my accounts due to the fraudulent activity. This prompted me to visit the nearest Wells Fargo branch on XX/XX/ to address the situation in person. During my visit, a branch banker assisted me in opening new accounts and simultaneously contacted the Wells Fargo Fraud Department to discuss the situation. \nI must highlight a concerning incident that occurred during this call with the Fraud Department. I was asked if I was in Florida, a location I have never visited and was not present at during the time in question. I immediately denied being in Florida, as this was not the case. This raises significant concerns about the nature of the fraudulent activity and its potential scope. \nOn XX/XX/, I received a letter from Wells Fargo. To my shock and dismay, I was informed by Wells Fargo that the bank could not accept responsibility for the transactions and was unwilling to refund the money. \nThis response has left me in a state of distress and disbelief. I have been a loyal customer of them for many years, and I have always adhered to security measures to protect my account. The fact that fraudulent transactions were allowed to occur without any alert or notification from the bank is deeply concerning. \nMoreover, I find it unjust and unreasonable that I am being held responsible for the financial repercussions of these unauthorized activities. As a consumer, I rely on the bank 's security systems and protocols to safeguard my hard-earned money. The bank 's refusal to refund my money not only breaches this trust but also undermines the fundamental principles of customer protection. \nI had to visit the nearest Wells Fargo branch again to address an issue regarding the denial letter from Wells Fargo. \nDuring my visit to the branch, I had the opportunity to speak with banker, and I appreciate his assistance in trying to resolve this matter. I requested their help in contacting the fraud department to initiate an investigation regarding the unauthorized transfers. I was informed the same thing, that an investigation had already been conducted, and it had been determined that the transfers were authorized by me. \nAccording to the information provided by the bank representative, the funds were transferred to a XXXX XXXX account under the name of XXXX XXXX. The account was apparently linked to an address that matches my past address : XXXX XXXX XXXX, XXXX, Arizona XXXX. However, it's worth noting that my previous address was XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX, and this change in state from California to Arizona is quite suspicious. \nI took the initiative to conduct my own research and could not find any record of an address matching the provided one in Arizona. It seems highly unlikely that such an address exists in Arizona. Moreover, I reached out to XXXX XXXX to inquire about the nature of this account and its legitimacy. Unfortunately, the response I received from XXXXXXXX XXXX  was unhelpful and uncooperative, as they declined to provide any information or assistance. I even requested that they send a letter to Wells Fargo confirming the fraudulent nature of the account, but they refused to comply. \nGiven the circumstances and the inconsistencies in the information provided, I am deeply concerned about the security of my account and the potential implications of this unauthorized activity. I kindly request your immediate intervention to ensure that this matter is thoroughly investigated and resolved. \nI would greatly appreciate your assistance in liaising with the appropriate departments at Wells Fargo to reopen the investigation into these unauthorized transfers. Additionally, if there are any steps that I need to take or any further information you require from me, please do not hesitate to inform me. \n\nThank you for your prompt attention to this matter. I am hopeful that, with your help, we can uncover the truth behind this situation and take the necessary actions to safeguard my account. \n\nSincerely, XXXX XXXX XXXX. XXXX Email. XXXX XXXX","date_sent_to_company":"2023-08-08T23:25:38.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"91206","tags":null,"has_narrative":true,"complaint_id":"7367820","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-08T22:48:33.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["From my <em>personal</em> checking <em>account</em> : - A sum of {$2700.00} was transferred to my business checking <em>account</em>. \n3. From my business checking <em>account</em> : - An alarming total of {$18000.00} was wrongfully transferred to an unknown <em>account</em>. \n\nThe repercussions of this incident have been severe. The perpetrators have gained unauthorized access to my email <em>accounts</em>, my online banking services, and <em>even</em> executed a XXXX swap, as confirmed by law enforcement <em>during</em> my official police report."]},"sort":[12.419863,"7367820"]},{"_index":"complaint-public-v1","_id":"3164317","_score":12.419245,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have multiple accounts with Capital One, including a business checking & savings account for one of  my businesses. I attempted consolidating one of my external business accounts by opening a second business savings @ Capital One. Unbeknownst to me & without any notice, Capital One froze my business accounts simply due to requesting to open a savings account online ( which is the same way that our accounts were initially setup ). I found out about this only by calling into XXXX XXXX Cust Serv. after my business debit card was declined. During this time, I literally had no access to even see my accounts online & couldnt even see my account balances. Upon speaking with Capital One, I asked to speak with an exec level supervisor or manager to confirm whether or not our ACH deposits and payments would still be processed in spite of the temp frozen account status ; The Manager/Supervisor EMPHATICALLY confirmed MULTIPLE times that all ACH payments & deposits wouldnt be effected by this status and that they would FOR SURE still be processed per usual. Therefore, I didnt have a reason to make other arrangements for our outgoing payments and inbound deposits. However, I was given false information by the aforementioned manager & all of our deposits & payments were rejected. Consequently, our largest personal loan account was reported as being 30 days late, we lost a premium domain potentially worth several thousands of dollars, our business was ( and still is ) reported to XXXX ( which has caused several rejected ACH payment fees ) - and all of this due to this payment not going through, in spite of being given a definitive guarantee that it would absolutely go through. Additionally, due to the 30 day late payment status, our loan account was now subject to several thousands of dollars in retroactive interest charges. I immediately contacted Capital One & they accepted responsibility for the error and guaranteed to compensate us for any losses due to their error and that they would do so in a timely manner. Unfortunately & to our continued detriment, Capital One didnt stand behind this guarantee/promise, in spite of us sending countless documentation supporting our losses. I sent countless emails to their executive office and to the general counsel, but didnt receive a response for almost 2 months at one point, at which time they offered us $ XXXX  for a matter that has cost us far more up to this point and will ultimately end up costing in excess of $ 50- $ 60k +. Due to Capital Ones continued inaction, our loan account is now standing at 120 days past due with a balance of just over $ 12k and our credit has now crept just below 600 ( our scores have always been well over 700+ ). Further, two of our current creditors have significantly reduced our credit line ( 1. XXXX it XXXX - {$26000.00} reduced to {$10000.00} 2. XXXX XXXX  of XXXX XXXX XXXX - {$7000.00} closed by creditor due to very recent and significant delinquency reported ). This is now creating problems for my business, as we used the XXXX XXXX for an on-file Card for our largest Equipment wholesaler and now we are maxed out, which caused our utilization % to balloon from 20-25 % to 80 % +. I have spoke to Capital Ones retained attorney through XXXX XXXX and have provided all supporting documentation, including info directly from our credit report & directly from XXXX, yet I am still being subjected to methodical delays and evasive tactics by Capital One, all while being subjected to what has been a snowball effect due to how long Capital One is taking to do what they promised they would do. I have consulted with our attorney and in order to simply begin the litigation process, we would be required to pay a $ XXXX retainer fee. I feel as if we are now being disrespected more and more each day that Capital One fails to make good on their promise of compensating for their admitted errors. Lastly, my wife is XXXX XXXX XXXX and this is adding stress that she shouldnt be subjected to during this important stage of her XXXX, yet Capital One has essentially implied that they could care less, which I can only assume is because they have no one to hold them accountable for mistakes that they openly and expressly admitted ( and did so in writing via a signed & notarized statement that I requested in an attempt to mitigate further losses ). I have requested additional information from their attorney and they continue to act as if they just dont care to hear my requests. I understand that there are likely hundreds of claims that are without any merit whatsoever and I have been consistently reminded of this by Capital Ones attorneys, but I have provided ample ( even excessive & certainly repititive ) documentation to substantiate my losses, unequivocally speaking. The ridiculous part about all of this is that it all stems from me requesting to do something as simple as opening a 2nd Savings Account and trying to bring an additional $ XXXX on deposit with their bank. We have absolutely ZERO culpability in this matter whatsoever, as we simply requested to open the aforementioned 2nd savings. Please provide assistance ASAP, as this has now been ongoing for nearly 7 months now. \n\nThanks for any help youre able to offer - we greatly appreciate it. \n\nBest, XXXX XXXX XXXX XXXX XXXX ** Tried uploading multiple documents, but the uploading icon just continued to spin for several minutes - Please Contact me directly for these documents **","date_sent_to_company":"2019-02-28T16:36:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"75077","tags":null,"has_narrative":true,"complaint_id":"3164317","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-02-27T14:11:47.000Z","state":"TX","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["<em>During</em> this time, I literally had no access to <em>even</em> see my <em>accounts</em> online & couldnt <em>even</em> see my <em>account</em> balances."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.419245,"3164317"]},{"_index":"complaint-public-v1","_id":"8364138","_score":12.370949,"_source":{"product":"Checking or savings account","complaint_what_happened":"XX/XX/2024 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Associate Personal Bankers XXXX XXXX Wells Fargo XXXX XXXX XXXX XXXX, TX XXXX Associate Personal Bankers XXXX XXXX and XXXX XXXX XXXX XXXX XXXX Regional Banking Manager Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX CEO XXXX XXXX XXXX Operational Initiatives XXXX XXXX XXXX XXXX Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX : Fraud Claim/Identity Theft Claim never been with Wells Fargo Claim # XXXX Wells Fargo created an account that was opened up for one month. \nWhen I went to Wells Fargo XXXX XXXX XXXX XXXX XXXX, TX XXXX on XX/XX/2024 at XXXXXXXX XXXX I was seeking to open a bank account. Associate Personal Bankers XXXX XXXX and XXXX XXXX told me that because I had already opened an account in my personal name, I could not open a business bank account due to a fraud hold. I informed them that I had never deposited money with Wells Fargo and that I believed the company had purposefully opened the account for XXXX prejudice. As a result, I was unable to open this business bank account in order for my business plan and business proposal to be approved. XXXX XXXX and XXXX XXXX, the branch manager of Wells Fargo Bank, stated that my account will be terminated and that the request will not be granted in my proposal. They both had look at my business plan and business proposal seeing what I was requesting, Regarding my register agent address XXXX XXXX stated that in order opened business bank account in my name, stating that before the business account could be opened, the claim would need to be investigated to prevent them from opening my account, which is a fraud. \nGiving me the instructions that I must use my entire name and change my business register agent address. I told her that is just an excuse to deny me the right to open up a business bank account. I asked Banking Branch Manager XXXX XXXX for a copy of the policy and to find out the policy number. She informed me that I could obtain the coverage and that opening an account would require a conversation with XXXX XXXX, the regional banking XXXX. I was denied the opportunity to open the bank account by XXXX XXXX and XXXX XXXX, the branch managers of Wells Fargo Bank. Associate Personal Banker XXXX XXXX of Wells Fargo, XXXX XXXX XXXX, XXXX, Texas XXXX informed me at XXXXXXXX XXXX. On XX/XX/2024, she was unable to open my business bank account because of a fraud hold on the account that had been opened. \n\nI believe Wells Fargo used my personal information to create an account as if I had a banking account so my proposal would be granted for the funding of {>= $1,000,000} for Real Estate Development to build affordable homes. I stated that the SBA had already granted my SBA 7a Loan. XXXX XXXX, the branch manager of Wells Fargo Bank, stated that my account will be terminated and that the request will not be granted in my proposal or business plan. My statement was that it will be considered XXXX discrimination. Redlining, which is an illegal discriminatory practice of denying people access to credit the systematic denial of services such as mortgages, insurance loans, and other financial services to residents of certain areas, based on their race or ethnicity. \nI am writing to express my deep dissatisfaction with the treatment I received during my recent attempt to open a business bank account and submit a funding proposal with Wells Fargo. My name is XXXX XXXX and I am a prospective entrepreneur seeking to embark on a real estate development venture. Upon presenting my business proposal requesting {>= $1,000,000} in funds to support my real estate development project, I encountered unexpected obstacles. Rather than evaluating my proposal on its merits, it appears that Wells Fargo preemptively created an account for me to facilitate a denial. This action not only reflects a lack of professionalism but also suggests a blatant disregard for fair and equitable treatment of potential clients.\n\nFurthermore, when the bank manager reviewed my proposal, I was summarily denied the opportunity to even discuss the specifics of my venture. Instead of engaging in a constructive dialogue or offering feedback on how to improve my proposal, I was met with closed doors and dismissive attitudes.As a prospective entrepreneur, I understand the importance of due diligence and responsible lending practices. However, I expected Wells Fargo to approach my proposal with the same level of professionalism and integrity. By denying me the opportunity to present my case and refusing to consider alternative solutions, Wells Fargo has effectively hindered my ability to pursue my entrepreneurial aspirations. \nI urge you to investigate this matter thoroughly and take appropriate action to address the issues raised. It is my sincere hope that Wells Fargo will reevaluate its policies and practices to ensure fair treatment of all individuals seeking to engage in legitimate business activities.\n\nThank you for your attention to this matter. I look forward to a prompt resolution and am available to provide any additional information that may be required.\n\nWells Fargo Opened an account in my name intentionally to denied me with the ability to open a business bank account. Due to being a XXXX Lender Sincerely, XXXX XXXX","date_sent_to_company":"2024-02-17T08:04:50.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"77017","tags":null,"has_narrative":true,"complaint_id":"8364138","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-02-17T07:49:31.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["I look forward to a prompt resolution and am available to provide any additional <em>information</em> that may be <em>required</em>.\n\nWells Fargo Opened an <em>account</em> in my name intentionally to denied me with the ability to open a business bank <em>account</em>. Due to being a XXXX Lender Sincerely, XXXX XXXX"],"product":["Checking or savings <em>account</em>"],"issue":["<em>Opening</em> an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["<em>Account</em> opened without my consent or knowledge"]},"sort":[12.370949,"8364138"]},{"_index":"complaint-public-v1","_id":"10714602","_score":12.299955,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date : XX/XX/XXXX RE : Complaint Against Navy Federal Credit Union Fraudulent Transactions Date : XX/XX/XXXX Dear Sir/Madam : I am writing to file a formal complaint against Navy Federal Credit Union ( NFCU ). The complaint concerns multiple unauthorized activities on my accounts, their improper handling of fraudulent transactions on my accounts, and their failure to provide protection under multiple federal laws and regulations. I believe these are connected to a data breach at NFCU that compromised my personal and financial information. \n\n\nDetails of the Incidents : 1. Impersonation and Fraudulent Activities : Date and Time : On XX/XX/XXXX, at approximately XXXX XXXX  Mountain Time. \n\nEvent : I was contacted by an individual who impersonated an NFCU representative, informing me of supposed suspicious activity on my account. \n\nDuration : The call lasted about two hours, during which the fraudster was exceedingly professional, using NFCU jargon and even spoofing NFCU 's official phone number and text messages. \n\nActions Taken by Fraudster : - Claimed to assist in closing compromised accounts and opening new ones. \n- Ordered a new debit card in my name. \n- Applied for a personal loan of {$1900.00} on my account without my knowledge or consent and expedited the disbursement. \n- Gained access to my XXXX XXXX, which allowed them to : ~Access my phone 's information. \n~Add cards on XXXX XXXX and XXXX XXXX XXXX \n~Use my children 's XXXX XXXX accounts to transfer funds, exploiting their association with my XXXX XXXX. \n\n- Emptied my accounts through unauthorized transactions : XXXX XXXX Transactions : {$1900.00} withdrawn in separate transactions from my account and my children 's accounts. \n~Savings Account Withdrawal : {$700.00} withdrawn via XXXX XXXX from child 's savings account. \nXXXX XXXX Transaction : {$1400.00} withdrawn from my account. \n\n\n2. XXXX and Immediate Actions : -After realizing that I was a victim of fraud, I immediately contacted NFCU 's fraud department and provided detailed information, including screenshots and videos of the call. \n- Filed a police report, an FTC identity theft claim, and placed a fraud alert on my credit reports. \n- Completed NFCU 's fraud affidavit and received a provisional credit of {$4100.00} on XX/XX/XXXX. \n\n\n3. Bank 's Response : - Despite informing NFCU that the {$1900.00} loan was fraudulent, they refused to acknowledge it and did not take corrective action. \n- On XX/XX/XXXX, I received an email stating that after a review, NFCU found no error occurred in my account. They indicated the provisional credit would be removed on XX/XX/XXXX. \n\n\n4. Attempts to Provide Fraudster Information : - Using my professional skills, I identified the individual responsible for the fraud, who operates out of XXXX, GA. \n- Reached out to various law enforcement agencies, including the local sheriff 's office in XXXX, GA, the detective handling my police report in XXXX, the FBI, and the FTC. \n- Unfortunately, none of these agencies have taken action or expressed interest in the information provided. \n\n\nImpact on Me : - Financial Loss : The unauthorized transactions totaled {$4100.00}, including my first full paycheck since resuming work as a XXXX XXXX XXXX. \n- Emotional Distress : The incident occurred on my birthday while my children were trying to surprise me with a gift and cake, amplifying the emotional toll. \n- Legal Risk : As part of my probation terms since XXXX, I am legally prohibited from opening new accounts or applying for loans. The fraudulent loan jeopardizes my compliance with these terms. \n- Breach of Privacy : Unauthorized access to my XXXX XXXX  and my children 's accounts has raised serious concerns about the security of our personal information. \n\n\n\nLEGAL BASIS FOR COMPLAINT : Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq. and Regulation E Violations : - Under 12 CFR 1005.6 ( b ) ( 3 ), my liability is limited to {$50.00} as I reported unauthorized transfers within two business days - NFCU failed to conduct proper investigation as required under 12 CFR 1005.11 ( c ) - Unauthorized electronic transfers via XXXX XXXX and XXXX XXXX totaling {$4100.00} - NFCU 's investigation must be reasonable and conducted in good faith Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 : - NFCU failed to verify the legitimacy of the loan application despite : ~Existing credit card debt with modified payment arrangement ~Court order prohibiting new credit applications ~Clear pattern of identity theft - NFCU 's failure to correct fraudulent loan reporting damages my credit - Bank violated obligation to ensure accuracy of consumer credit information Gramm-Leach-Bliley Act ( GLBA ), 15 U.S.C. 6801-6809 : - NFCU failed to protect confidentiality and security of my financial information - Data breach enabled fraudsters to access detailed account information - Failed to implement required safeguards against foreseeable threats Consumer Financial Protection Act ( CFPA ), 12 U.S.C. 54815603 : - NFCU engaged in unfair and deceptive practices by : ~ Failing to prevent unauthorized account access ~ Refusing to acknowledge clear evidence of fraud ~ Ignoring obvious red flags ( court orders, spending patterns ) ~ Inadequate security measures allowing spoofed communications Identity Theft and Assumption Deterrence Act, 18 U.S.C. 1028 : - Fraudulent account opening ( XXXX ) - Unauthorized loan application - Identity theft evidence provided to NFCU and XXXX enforcement UNAUTHORIZED ACCESS TO MINORS ' ACCOUNTS : The severity of this security breach is significantly amplified by the unauthorized access to and exploitation of minor children 's accounts : 1. Children 's Online Privacy Protection Act ( COPPA ) Implications : - Fraudsters gained unauthorized access to minor children 's XXXX XXXX accounts- NFCU failed to protect financial information of minors - Violation of 15 U.S.C. 6501-6506 regarding children 's private information 2. Scope of Compromise : - Unauthorized access to parent 's XXXX XXXX  enabled access to family accounts- Minor children 's financial accounts were exploited for fraudulent transfers- Created additional emotional distress as this occurred during children 's attempt to purchase birthday gifts 3. Enhanced Security Obligations : - Financial institutions have heightened responsibility to protect minors ' accounts - NFCU failed to detect suspicious patterns involving children 's accounts - No additional verification attempted for transactions involving minors ' accounts AGGRAVATING FACTORS : 1. Timing and Circumstances : - Fraud occurred during family birthday celebration - Children were actively attempting to purchase birthday gifts at time of compromise - Emotional impact on minors witnessing financial exploitation - First full paycheck after XXXX XXXX  XXXX  was stolen 2. Pattern of Security Failures : - Breach extended beyond primary account to family members - Multiple layers of security compromised simultaneously - Failure to detect unusual pattern of transfers between adult and minor accounts - No enhanced verification for transactions involving minors ' accounts FACTS SUPPORTING VIOLATION CLAIMS : 1. Immediate Reporting and Documentation : - Fraud occurred XX/XX/XXXX, at approximately XXXX XXXX  MT - Same-day reporting to NFCU fraud department - Filed police report, FTC complaint , and identity theft report - Completed fraud affidavit as requested - Identified perpetrators using skills as former private detective and reported to relevant authorities - Offered screenshots and video evidence of fraudulent call, perpetrator ( s ) identity and whereabouts 2. Clear Evidence of Unauthorized Activity : - Transactions inconsistent with established spending patterns - Multiple rapid transfers via XXXX XXXX and XXXX XXXX ( {$1900.00} loan amount split into multiple transactions ) - {$700.00} unauthorized transfer from savings via XXXX XXXX - {$1400.00} unauthorized transfer via XXXX XXXX XXXX Court order prohibiting new credit applications - Existing modified payment arrangement with NFCU for credit card debt 3. Systemic Security Failures : - Data breach compromised account security - Fraudsters able to spoof NFCU phone numbers and messaging - Access to accounts despite security measures- New account opened without proper verification - Failure to detect suspicious pattern of rapid transfers This matter requires immediate attention as NFCU has indicated they will remove the provisional credit on XX/XX/XXXX, which would cause significant financial hardship. \n\nI request the CFPB investigate this matter and require NFCU to properly handle this fraud claim in accordance with all applicable federal laws and regulations cited above. \n\nSincerely, XXXX XXXX XXXX","date_sent_to_company":"2024-11-06T22:48:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80122","tags":"Servicemember","has_narrative":true,"complaint_id":"10714602","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2024-11-06T21:40:00.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Event : I was contacted by an individual who impersonated an NFCU representative, informing me of supposed suspicious activity on my <em>account</em>. \n\nDuration : The call lasted about two hours, <em>during</em> <em>which</em> the fraudster was exceedingly professional, using NFCU jargon and <em>even</em> spoofing NFCU 's official phone number and text messages. \n\nActions Taken by Fraudster : - Claimed to assist in closing compromised <em>accounts</em> and <em>opening</em> new ones. \n- Ordered a new debit card in my name."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[12.299955,"10714602"]},{"_index":"complaint-public-v1","_id":"17318913","_score":11.930159,"_source":{"product":"Debt collection","complaint_what_happened":"What happened regarding the account reported by XXXX, identified in my records as reference number XXXX, is a long and ongoing sequence of inconsistencies, verification failures, lack of proper documentation, unanswered requests, and unresolved disputes. This situation began when I noticed a reported debt associated with XXXX  appearing on my consumer credit file, even though I had not received proper documentation, proper notification, or any form of verification establishing that I owed any debt associated with this company. \n\nThe timeline began when I reviewed my credit report earlier this year and noticed that XXXX  was reporting a negative account. I had no prior knowledge of any active debt involving this company, nor had I received billing statements, notices, letters, or communications that would have informed me of such a debt. The appearance of this information without any prior notice raised immediate concern. Because I was unaware of any relationship with Wakefield, I decided to investigate further, which began the sequence of disputes and communication attempts that have still not been resolved. \n\nMy first step was to dispute the XXXX entry with the consumer reporting agency. I explained that I had not received documentation, had no recollection of the debt, and needed XXXX to provide verification. I requested a copy of any contract, agreement, billing statements, communication history, proof of ownership, or other records showing how the alleged account originated. I asked for the specific amount, how the amount was calculated, any dates associated with the alleged transaction, and any documentation demonstrating that the debt was valid. I also requested that XXXX demonstrate its legal right to collect, validate, or report the information. \n\nInstead of receiving documentation from XXXX, I received a brief response from the credit bureau indicating that the furnisher had verified the information. No supporting documents were provided. No details were given. No explanation was offered. There was no indication that XXXX had conducted any review of original records or that any documentation existed. Because the response lacked the evidence required to substantiate the reporting, I filed a second dispute. \n\nIn the second dispute, I again asked for documentation showing how XXXX verified the account. I specifically requested the method of verification, including whether the account was verified manually, electronically, or through a third-party process such as e-OSCAR. I requested the name of the individual or department who conducted the verification. I asked for proof of the data source, the chain of custody of the information, the purchase agreement or assignment chain if the account had been transferred, and any evidence showing that the alleged debt had been assigned legally to XXXX. Despite this detailed request, the result was the same : no documents, no proof, no explanation. \n\nA critical part of what happened is that XXXX has never produced a single document showing that the alleged account is legitimate. I have not received : No original contract No signed agreement No application No billing statements No breakdown of charges No notices of default No proof of ownership No evidence of assignment No copies of letters allegedly sent to me No transactional history No itemization of the claimed amount Despite the absence of any documentation, the company continues to furnish negative information, which directly affects my credit file. \n\nWhen a consumer disputes an account, the furnisher is required under federal law to conduct a reasonable reinvestigation. A reasonable reinvestigation requires reviewing account-level documentation, not merely repeating prior information. In this case, the responses I have received indicate that XXXX did not conduct such an investigation. \n\nAdding to the issue is the fact that XXXX has never contacted me directly to validate or explain the alleged account, nor have I received any correspondence prior to the reporting appearing on my credit file. In typical debt situations, a consumer would receive written notice of the debt within five days of initial communication, which includes the right to dispute. I never received such notice. This raises concerns about whether the reporting is erroneous, whether the account is linked to the wrong consumer, or whether the company failed to provide legally required disclosures. \n\nFurther complicating the matter is that I had no previous knowledge of this account before it appeared on my credit report. If the debt had been legitimate, I would expect to have received notices, statements, or attempts at communication. Instead, the first time I learned of the account was when it appeared on my consumer report. This suggests an issue with identity confusion, data mismatch, or internal reporting errors. \n\nAnother important part of what happened is that I attempted to contact XXXX directly to request documentation. My attempt to clarify the situation was made in good faith. During these attempts, I was unable to obtain any concrete information from the company. I did not receive itemization, a breakdown of charges, verification letters, or proof of the origin of the debt. I also did not receive any electronic copies or mailed documents that would demonstrate the legitimacy of the reporting. \n\nEach time I attempted to request information, I was met with vague responses, unfulfilled promises of documentation, or no follow-up at all. Because XXXX has not produced the documentation supporting the debt, I remain unable to understand its origin, whether any amount is owed, or whether the account even belongs to me. \n\nDuring this period, I also noticed that some personal identifiers on my credit file were incorrect or inconsistent. Inaccurate personal informationsuch as variations of name, address, or employmentcan lead to mixed files or incorrect linking of accounts. The presence of inaccuracies raised concerns about whether the XXXX account was incorrectly matched to my file based on incomplete or incorrect data. Because I found multiple personal data inconsistencies, I submitted disputes to correct them. However, even after those efforts, the XXXX account remained, unresolved and unverified. \n\nI also noticed that the dates associated with the XXXX account did not match any timeline I recognized. Some dates appeared inconsistent or incomplete. For example, dates of alleged account activity, dates of last update, and dates of delinquency did not make sense in relation to my known records. Because dates play a major role in credit scoring models and can significantly impact the severity of an account, these inconsistencies raise concerns about accuracy. \n\nAnother issue occurred when I applied for credit and received denials due to the presence of the XXXX account on my credit report. Because I was attempting to make financial progress and secure credit for personal reasons, the presence of inaccurate or unverified information caused immediate harm. I received notices from lenders indicating that the negative XXXX entry contributed to the denial. This demonstrated the direct impact of the ongoing reporting and added urgency to my efforts to resolve the issue. \n\nBecause of these credit denials, I submitted another dispute. In this dispute, I thoroughly explained my concerns : lack of documentation, lack of notice, inconsistent dates, absence of proof, and the possibility of identity mismatch. Despite the detailed explanation, the credit bureau again responded with a brief statement saying that XXXX had verified the account as accurate. No documents were provided to me. There was no evidence that any records were reviewed. The response appeared to be automated or superficial. \n\nAt this point, the situation had become harmful, time-consuming, and unresolved. The company had not provided the required documentation. The credit bureau had not provided meaningful verification. The negative reporting persisted. \n\nAnother part of what happened is that I requested the chain of assignment for the account. If XXXX is acting as a collection agency or debt buyer, they must be able to show how the debt was transferred to them. This includes : A bill of sale A transfer agreement A chain of title An assignment of rights contract Any supporting documents connecting the original owner to XXXX I was never provided with any of these. Without documentation, there is no way to confirm that XXXX has any legal right to report or collect the alleged debt. \n\nAdditionally, I requested information showing how the amount claimed was calculated. When an account is reported, the balance must match the original creditors records. If fees were added, they must be documented. If interest was applied, it must be lawful and itemized. None of this information has been provided. Without an itemized statement, it is impossible to verify any reported balance. \n\nAnother issue is that XXXX continued to update the account while the dispute was ongoing. This means that even while I was seeking verification, the company was still furnishing negative information that I had not been able to verify or understand. This continued updating has repeatedly harmed my credit standing. \n\nDuring the dispute process, I also discovered that the XXXX account appeared differently across multiple consumer reporting agencies. Inconsistent reporting between bureaus is a clear sign that the information may not be accurate, properly managed, or based on reliable documentation. If an account is legitimate, accurate, and supported by documentation, it should appear consistently across all bureaus. \n\nFurthermore, I submitted all documentation requested by the credit bureaus to verify my identity, confirm my current and past addresses, and differentiate me from any other consumer with similar identifying information. Despite my compliance, the XXXX entry remained unchanged, further indicating that the investigation had not been conducted thoroughly. \n\nWhen I reviewed the available information, I realized that the XXXX reporting contained multiple irregularities : Missing opening date Missing date of delinquency Missing date of default Missing original creditor information Missing full account history Missing itemization Missing context showing how XXXX determined accuracy These omissions create a situation where the reporting is incomplete and potentially misleading. \n\nThroughout this process, the most significant issue is that XXXX has never demonstrated that the alleged account is mine or that it is accurate, despite multiple disputes and requests for verification. \n\nIn summary, what happened with XXXX under reference XXXX is the following : The account appeared without prior notice. \n\nNo documentation has ever been provided. \n\nDisputes did not result in evidence. \n\nVerification responses were vague and unsubstantiated. \n\nPersonal identifier inconsistencies suggest potential misattribution. \n\nDates are inconsistent. \n\nThe account has caused financial harm. \n\nNo proof of ownership or assignment exists. \n\nNo billing statements or account history were provided. \n\nThe company has not met the standard for a reasonable reinvestigation. \n\nThis is what happened and why I am seeking resolution through the CFPB.","date_sent_to_company":"2025-11-18T22:45:27.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"33169","tags":null,"has_narrative":true,"complaint_id":"17318913","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"W&A Intermediate Co., LLC","date_received":"2025-11-18T22:39:34.000Z","state":"FL","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["Each time I attempted to request <em>information</em>, I was met with vague responses, unfulfilled promises of documentation, or no follow-up at all. Because XXXX has not produced the documentation supporting the debt, I remain unable to understand its origin, whether any amount is owed, or whether the <em>account</em> <em>even</em> belongs to me. \n\n<em>During</em> this period, I also noticed that some <em>personal</em> identifiers on my credit file were incorrect or inconsistent."]},"sort":[11.930159,"17318913"]},{"_index":"complaint-public-v1","_id":"3682455","_score":11.710335,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I APPLIED FOR THE FIRST PROGRESS SECURED CREDIT CARD BACK IN XX/XX/2020 AND WAS APPROVED AFTER MY {$200.00} SECURITY DEPOSIT MADE AT APPLICATION WAS VERIFIED. \n\nALMOST IMMEDIATELY I RECEIVED A STATEMENT FOR XXXX XXXX ATTACHED ) THAT REQUIRED I PAY THE ANNUAL FEE OF {$49.00} BY XX/XX/XXXX. ACCORDING TO THIS MAILING A CARD AND THE AGREEMENT TERMS WERE IN THE MAIL. \n\n\nHAVING NOT RECEIVED MY CARD BY LATE XXXX, I CALLED THE CUSTOMER SERVICE LINE WHERE I WAS TOLD I SHOULD RECEIVE MY CARD BY XXXX XXXX, AND THAT IT HAD INDEED BEEN MAILED. WHATEVER DATE I CALLED, I NOTED WAS EXACTLY 9 BUSINESS DAYS FROM WHENEVER THE AGENT I SPOKE WITH SAID THE CARD HAD BEEN MAILED. I NEVER RECEIVED THAT OR ANY CARD WELL INTO XXXX. \n\nON OR AROUND THE SECOND WEEK IN XXXX, I RECEIVED THE PIN CODE FOR MY ABSENT FIRST CARD. I STILL HAD NOT RECEIVED MY PHYSICAL CARD AND THIS MAILER WITH THE PIN INDICATED IF I HADN'T RECEIVED IT TO CALL AND INFORM CUSTOMER SERVICE. \n\nI DID SO IMMEDIATELY. THEY MENTIONED THAT I HAD ALREADY BEEN ISSUED TWO CARDS, ( THE SECOND I NEVER REQUESTED ) BUT WOULD SEND A THIRD WHICH I WOULD RECEIVE IN 7-10 DAYS. I NEVER RECEIVED A CARD BY XX/XX/XXXX WHEN THE ANNUAL FEE OF {$49.00} WAS DUE. \n\nON XX/XX/XXXX, I CALLED CUSTOMER SERVICE TO TELL THEM I WOULD NOT BE PAYING THE FEE BECAUSE I HAD NEVER RECEIVED A CARD FOR MY ACCOUNT AND TO DO SO WOULD BE UNCONSCIONABLE. THEY EXPLAINED TO ME THAT THIS WOULD VIOLATE THE CARDHOLDER AGREEMENT AND I WOULD BE REPORT3ED TO ALL 3 CREDIT BUREAUS. I KNEW THAT FORCING ME TO PAY THE FEE WAS ILLEGAL, AND INFORMED THEM THAT THIS TRANSACTION WAS NOT LEGAL AND THAT THEY WERE IN VIOLATION AND I WOULD FILE A COMPLAINT. \n\nI WAS PLACED ON HOLD FOR 5-10 MINUTES AND THE LADY CAME BACK ON THE LINE TO AFFIRM THE CORPORATE DECISION THAT I WOULD BE RESPONSIBLE FOR THIS FEE OR WOULD BE REPORTED TO ALL XXXX BUREAUS, AND TO TELL ME THAT AS A COURTESY THEY WOULDN'T CHARGE ME {$10.00} TO USE THEIR EXPEDITED PAY BY PHONE SERVICE. I PROTESTED THE USE OF THIS SERVICE AND CHARGING OF ANY FEES BECAUSE I STILL DID NOT HAVE ACCESS TO USE MY ACCOUNT NOR WAS I PROVIDED ALL OF THE INFORMATION TO USE THE CARD ELECTRONICALLY ( NOT THAT I WANTED TO ). \n\nI EXPLAINED TO THE CUSTOMER SERVICE REP THAT I WANTED MY ACCOUNT NOTED THAT I WAS BEING FORCED TO PAY THE FEE BY THREAT OF BEING REPORTED NEGATIVELY TO THE CREDIT BUREAUS, I HAD APPLIED FOR THE CARD SPECIFICALLY TO IMPROVE MY CREDIT SO THIS WAS NOT AN IDLE THREAT, THAT I WAS ONOY PAYING THE FEE AS A RESULT OF THE THREATS, AND I DEMANDED TO RECEIVE A CARD EXPEDITIOUSLY SO I C OULD ACCESS THE ACCOUNT I WAS BEING HELD HOSTAGE WITH AND CHARGED FOR. \n\nTHE LADY OBLIGED AND READ THE NOTES BACK TO ME AND THEN REQUESTED MY ELECTRONIC ROUTING AND CHECKING ACCOUNT NUMBERS FOR MY PERSONAL BANK. THE CHARGE WAS MADE IMMEDIATELY AND POSTED EARLY A.M. XX/XX/XXXX. I HAVE STILL NOT RECEIVED CARD. \n\nCARD ISSUER, FIRST PROGRESS, IS IN VIOLATION OF FDIC REGULATION 6500 SUBSECTION 1026.52 LIMITATIONS ON FEES WHICH STATES : \" EXCEPT AS PROVIDED IN ( A ) ( 2 ) OF THIS SECTION, THE TOTAL AMOUNT OF FEES A CONSUMER IS REQUIRED TO PAY WITH RESPECT TO A CREDIT CARD ACCOUNT UNDER AN OPEN-END ( NOT HOME-SECURED ) CONSUMER CREDIT PLAN DURING THE FIRST YEAR AFTER ACCOUNT OPENING MUST NOT EXCEED 25 PERCENT OF THE CREDIT LIMIT IN EFFECT WHEN THE ACCOUNT IS OPENED. FOR PURPOSES OF THIS PARAGRAPH, AN ACCOUNT IS CONSIDERED OPEN NO EARLIER THAN THE DATE ON WHICH THE ACCOUNT MAY FIRST BE USED BY THE CONSUME TO ENGAGE IN TRANSACTIONS. '' HERE THE CARD ISSUER HAS ILLEGALLY FORCED ME TO PAY A FEE OF {$49.00} DOLLARS, UNDER DURESS CAUSED BY A VALID THREAT TO MY FINANCIAL WELLBEING AND UNDER DIRECT PROTEST BEFORE AND DURING THE PAYMENT PROCESS, BEFORE THE ACCOUNT WAS OPENED UNDER THE TERMS OF THE REGULATION. SPECIFICALLY, THE ACCOUNT IS STILL NOT OPEN FOR PURPOSES OF FEE APPLICATION BECAUSE THE ISSUER STILL HAS NOT PROVIDED AN ACCOUNT THAT MAY BE USED BY THE CONSUMER TO ENGAGE IN TRANSACTIONS. ISSUING A CARD WHICH HAS NOT BEEN EFFECTIVELY DELIVERED DOES NOT CONSTITUTE \" ABLE FOR USE BY THE CONSUMER TO ENGAGE IN TRANSACTIONS. '' EVEN IF A MERCHANT WERE TO ALLOW ME TO PROVIDE THE NUMBER PROVIDED ON MY STATEMENT, I STILL DO NOT HAVE ACCESS TO THE EXPIRATION DATE OF THE CARD, THE CID OF THE CARD, NOR HAVE I SIGNED THE CARD OR HAVE I BEEN FURNISHED THE ENTIRE CARDHOLDER AGREEMENT ( PART OF WHICH IS ONLY FURNISHED IN ACCOMPANYMENT WITH THE PHYSICAL CARD DELIVERY ). \n\nI FIND THESE CIRCUMSTANCES A TOTAL VIOLATION AND FEEL STRONG-ARMED INTO PAYING THE ANNUAL FEE. I FEEL VIOLATED GENERALLY AND EVEN THOUGH SUPPOSEDLY A FOURTH CARD WAS ISSUED XX/XX/XXXX, I HAVE STILL NOT RECEIVED A CARD OR ANY WAY TO ACCESS THESE FUNDS AS OF TODAYM XX/XX/2020. THIS MEANS THAT THEY HAVE BEEN HOLDING {$200.00} DOLLARS SINCE EARLY XXXX WHICH I AM NOT RECEIVING ANY INTEREST ON, FORCED ME BY THREAT TO PAY THE ANNUAL FEE, AN ADDITIONAL {$49.00} ON XX/XX/XXXX, AND HAVE STILL PROVIDED ME ABSOLOUTELY NO SERVICES AND NO CREDIT LINE AS PROMISED WHATSOEVER.","date_sent_to_company":"2020-06-03T05:47:07.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"78703","tags":null,"has_narrative":true,"complaint_id":"3682455","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Synovus Bank","date_received":"2020-06-03T05:06:08.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["CARD ISSUER, FIRST PROGRESS, IS IN VIOLATION OF FDIC REGULATION 6500 SUBSECTION 1026.52 LIMITATIONS ON FEES <em>WHICH</em> STATES : \" EXCEPT AS PROVIDED IN ( A ) ( 2 ) OF THIS SECTION, THE TOTAL AMOUNT OF FEES A CONSUMER IS <em>REQUIRED</em> TO PAY WITH RESPECT TO A CREDIT CARD <em>ACCOUNT</em> UNDER AN OPEN-END ( NOT HOME-SECURED ) CONSUMER CREDIT PLAN <em>DURING</em> THE FIRST YEAR AFTER <em>ACCOUNT</em> <em>OPENING</em> MUST NOT EXCEED 25 PERCENT OF THE CREDIT LIMIT IN EFFECT WHEN THE <em>ACCOUNT</em> IS OPENED."]},"sort":[11.710335,"3682455"]},{"_index":"complaint-public-v1","_id":"11371092","_score":11.52933,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently submitted a complaint to TransUnion about XXXX fraudulent XXXX XXXX XXXX XXXX accounts on my report that are fraud, which I will include the full details of the report further in. After submitting my report, I received mail from TransUnion stating these XXXX accounts were removed from my report. TransUnion did not remove them. They also responded to the complaint yesterday, stating they removed them, but it has not been removed from my report. TransUnion has not provided any proof or anything to keep this on my report, while I have provided police reports, ID theft reports, XXXX card, ID, drivers license, passports, bank statements, and everything they have asked me for. They also did not follow any of the resolution requests. TransUnion has not provided any details, documentation, or proof of their verification process. \n- Federal Trade Commission Act ( FTC Act ), Section 5 This law prohibits businesses, including credit bureaus, from engaging in unfair or deceptive practices. Failing to investigate disputes properly, provide verification, or remove fraudulent accounts after evidence is submitted could constitute an unfair or deceptive practice under this act. \n- I am writing to formally dispute several issues with my Transunion credit report that require immediate attention. I have been contacting Transunion for almost XXXX years regarding XXXX XXXX accounts on my credit report that are fraudulent. Despite my numerous attempts to dispute these accounts, Transunion has failed to take appropriate action or assist me. Every time I submit a dispute and contact Transunion, they dismiss my evidence, claiming it is invalid, even though I have provided the required documents, including : Identity theft report Social Security card Bank statement Drivers license Police report When I send in all the required documents, they respond by saying they do not accept them, claim they are invalid, and then ask for the same reports again. These documents come from official and appropriate sources, yet they refuse to acknowledge them. This repeated cycle of denial and excuses is unjustifiable. Transunion also does not provide any proof or evidence to support its decisions. Instead, they simply respond that the accounts were not removed without actually investigating my case. How are they verifying this information with a company ( XXXX ) that does not respond and has stated in a XXXX response that they do not have my information? I am a victim of identity theft. My personal information was compromised in the XXXX data breach, exposed on the dark web as reported by XXXX, and widely shared on social media. I have also had accounts and emails hacked. I was without proper identification until this year ( XXXX  ) and only recently obtained copies of my documents. My credit report is riddled with inaccuracies, including incorrect addresses, names, and birthdates. These fraudulent XXXX accounts were opened while I was out of the country. I worked at XXXX for less than XXXX weeks, and during that time, I did not have the credit score, employment history, or financial standing required to open such accounts. Other creditors, such as XXXX and XXXX XXXX, have investigated and confirmed fraud, removing the accounts from my reports. However, Transunion continues to refuse to act, despite these accounts being absent from my other credit reports ( XXXX and XXXX ). Furthermore, these accounts are inaccurately reported on my Transunion credit report : XXXX account alternates between showing late and no data. Another is reported as XXXX days past due on Transunion but not on other credit reports and They have been constantly opening and closing the accounts to purposely affect my report!! \nFCRA Section 623 ( a ) - Duty of Furnishers of Information This section requires companies furnishing information to credit reporting agencies to report accurate and complete data. Repeatedly opening and closing fraudulent accounts is a violation of their duty to ensure accuracy, especially if youve already provided proof that the accounts are fraudulent.\n\nFCRA Section 605 ( a ) - Reporting Periods Credit reporting agencies are prohibited from including outdated or inaccurate information on credit reports. Opening and closing accounts repeatedly to manipulate their appearance may violate this section as it creates inaccuracies and ongoing harm to your credit report. \n\nI have sent countless documents to Transunion since these accounts first appeared, yet they have failed to assist me. This has severely damaged my credit score and affected my ability to secure a car, apartment, or any form of creditall due to accounts I did not open. There is constant ongoing fraud on my report and these credit bureaus take no effort to help me. I have had to get over XXXX fraudulent acccounts removed from my reports and I am having a major issue removing XXXX of them from TransUnion. \n\nXXXX. Fair Credit Reporting Act ( FCRA ) : Section 609 ( e ) : Right to Obtain Information on Fraudulent Transactions Credit bureaus and creditors must provide documentation proving I authorized the accounts. If they can not, the accounts must be removed. Section 611 ( a ) : Duty to Investigate Disputes Credit reporting agencies are required to conduct a reasonable investigation of disputed accounts. If the information can not be verified, it must be removed or corrected. XXXX lack of investigation violates this section. Section 605 ( b ) : Blocking Information Resulting from Identity Theft Credit bureaus must block fraudulent accounts within XXXX business days of receiving an identity theft report. I have provided this report, making their refusal to act a violation of this law. XXXX. Identity Theft and Assumption Deterrence Act ( ITADA ) : Requires companies and institutions to assist identity theft victims in resolving fraudulent accounts. XXXX refusal to respond violates this law. XXXX. Fair and Accurate Credit Transactions Act ( FACTA ) : Fraud Alerts and Credit Freezes : I have the right to place fraud alerts or security freezes on my credit reports to prevent further fraudulent activity. Right to Dispute Inaccurate Information : Credit bureaus must correct inaccuracies promptly after disputes. XXXX delays and refusal to act violate this law. XXXX. XXXX XXXXXXXX XXXX and Deceptive Business Practices Act ( ICFA ) : This state law prohibits deceptive practices by businesses, including credit bureaus. XXXX refusal to investigate or provide proof of verification violates XXXX. XXXXXXXX XXXX  Identity Theft Law ( XXXX XXXX XXXXXXXX ) : Provides additional protections for XXXX  identity XXXX victims, including the right to have fraudulent information corrected and to receive assistance from creditors and reporting agencies. XXXX. Consumer Financial Protection Bureau ( CFPB ) Guidance : The CFPB enforces the FCRA and FACTA, ensuring that credit bureaus comply with their legal obligations. XXXX failure to investigate or remove these accounts may warrant CFPB enforcement actions.\n\nRequest for Action : I am asking the CFPB to take the following steps : Investigate Experians failure to comply with federal and state laws, including their refusal to conduct a reasonable investigation and remove fraudulent accounts. Enforce compliance with FCRA Section 605 ( b ) to block the fraudulent accounts immediately. Ensure XXXX provides documentation of their verification process or removes these accounts as required under FCRA Section 609 ( e ). This situation has caused immense hardship, and I hope the CFPB can assist in ensuring my rights are upheld.","date_sent_to_company":"2025-01-03T18:46:13.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60628","tags":null,"has_narrative":true,"complaint_id":"11371092","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-01-03T18:12:31.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["FCRA Section 623 ( a ) - Duty of Furnishers of <em>Information</em> This section <em>requires</em> companies furnishing <em>information</em> to credit reporting agencies to report accurate and complete data. Repeatedly <em>opening</em> and closing fraudulent <em>accounts</em> is a violation of their duty to ensure accuracy, especially if youve already provided proof that the <em>accounts</em> are fraudulent."],"product":["Credit reporting or other <em>personal</em> consumer reports"]},"sort":[11.52933,"11371092"]},{"_index":"complaint-public-v1","_id":"11370817","_score":11.087945,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I recently submitted a complaint to TransUnion about two fraudulent XXXX XXXX XXXX XXXX accounts on my report that are fraud, which I will include the full details of the report further in. After submitting my report, I received mail from TransUnion stating these two accounts were removed from my report. TransUnion did not remove them. They also responded to the complaint yesterday, stating they removed them, but it has not been removed from my report. TransUnion has not provided any proof or anything to keep this on my report, while I have provided police reports, ID theft reports, SSN card, ID, drivers license, passports, bank statements, and everything they have asked me for. They also did not follow any of the resolution requests. TransUnion has not provided any details, documentation, or proof of their verification process.\n\n- Federal Trade Commission Act ( FTC Act ), Section 5 This law prohibits businesses, including credit bureaus, from engaging in unfair or deceptive practices. Failing to investigate disputes properly, provide verification, or remove fraudulent accounts after evidence is submitted could constitute an unfair or deceptive practice under this act.\n\n- I am writing to formally dispute several issues with my Transunion credit report that require immediate attention. I have been contacting Transunion for almost 2-3 years regarding two FedEx accounts on my credit report that are fraudulent. Despite my numerous attempts to dispute these accounts, Transunion has failed to take appropriate action or assist me. Every time I submit a dispute and contact Transunion, they dismiss my evidence, claiming it is invalid, even though I have provided the required documents, including : Identity theft report Social Security card Bank statement Drivers license Police report When I send in all the required documents, they respond by saying they do not accept them, claim they are invalid, and then ask for the same reports again. These documents come from official and appropriate sources, yet they refuse to acknowledge them. This repeated cycle of denial and excuses is unjustifiable. Transunion also does not provide any proof or evidence to support its decisions. Instead, they simply respond that the accounts were not removed without actually investigating my case. How are they verifying this information with a company ( XXXX ) that does not respond and has stated in a BBB response that they do not have my information? I am a victim of identity theft. My personal information was compromised in the XXXX data breach, exposed on the dark web as reported by XXXX, and widely shared on social media. I have also had accounts and emails hacked. I was without proper identification until this year ( 2024 ) and only recently obtained copies of my documents. My credit report is riddled with inaccuracies, including incorrect addresses, names, and birthdates. These fraudulent FedEx accounts were opened while I was out of the country. I worked at XXXX for less than two weeks, and during that time, I did not have the XXXX XXXX, employment history, or financial standing required to open such accounts. Other creditors, such as XXXX and XXXX XXXX, have investigated and confirmed fraud, removing the accounts from my reports. However, Transunion continues to refuse to act, despite these accounts being absent from my other credit reports ( XXXX and XXXX ). Furthermore, these accounts are inaccurately reported on my Transunion credit report : One account alternates between showing late and no data. Another is reported as 120 days past due on Transunion but not on other credit reports and They have been constantly opening and closing the accounts to purposely affect my report!!\n\nFCRA Section 623 ( a ) - Duty of Furnishers of Information This section requires companies furnishing information to credit reporting agencies to report accurate and complete data. Repeatedly opening and closing fraudulent accounts is a violation of their duty to ensure accuracy, especially if youve already provided proof that the accounts are fraudulent.\n\nFCRA Section 605 ( a ) - Reporting Periods Credit reporting agencies are prohibited from including outdated or inaccurate information on credit reports. Opening and closing accounts repeatedly to manipulate their appearance may violate this section as it creates inaccuracies and ongoing harm to your credit report.\n\nI have sent countless documents to Transunion since these accounts first appeared, yet they have failed to assist me. This has severely damaged my XXXX XXXX and affected my ability to secure a car, apartment, or any form of creditall due to accounts I did not open. There is constant ongoing fraud on my report and these credit bureaus take no effort to help me. I have had to get over 5 fraudulent acccounts removed from my reports and I am having a major issue removing 2 of them from TransUnion.\n\n1. Fair Credit Reporting Act ( FCRA ) : Section 609 ( e ) : Right to Obtain Information on Fraudulent Transactions Credit bureaus and creditors must provide documentation proving I authorized the accounts. If they can not, the accounts must be removed. Section 611 ( a ) : Duty to Investigate Disputes Credit reporting agencies are required to conduct a reasonable investigation of disputed accounts. If the information can not be verified, it must be removed or corrected. XXXX lack of investigation violates this section. Section 605 ( b ) : Blocking Information Resulting from Identity Theft Credit bureaus must block fraudulent accounts within four business days of receiving an identity theft report. I have provided this report, making their refusal to act a violation of this law. 2. Identity Theft and Assumption Deterrence Act ( ITADA ) : Requires companies and institutions to assist identity theft victims in resolving fraudulent accounts. XXXX refusal to respond violates this law. XXXX. Fair and Accurate Credit Transactions Act ( FACTA ) : Fraud Alerts and Credit Freezes : I have the right to place fraud alerts or security freezes on my credit reports to prevent further fraudulent activity. Right to Dispute Inaccurate Information : Credit bureaus must correct inaccuracies promptly after disputes. XXXX delays and refusal to act violate this law. 4XXXX XXXX XXXXXXXX XXXX and Deceptive Business Practices Act ( ICFA ) : This state law prohibits deceptive practices by businesses, including credit bureaus. XXXX refusal to investigate or provide proof of verification violates ICFA. 5. Illinois Identity Theft Law ( 815 ILCS 505/2QQ ) : Provides additional protections for Illinois identity theft victims, including the right to have fraudulent information corrected and to receive assistance from creditors and reporting agencies. 6. Consumer Financial Protection Bureau ( CFPB ) Guidance : The CFPB enforces the FCRA and FACTA, ensuring that credit bureaus comply with their legal obligations. XXXX failure to investigate or remove these accounts may warrant CFPB enforcement actions.\n\nRequest for Action : I am asking the CFPB to take the following steps : Investigate Experians failure to comply with federal and state laws, including their refusal to conduct a reasonable investigation and remove fraudulent accounts. Enforce compliance with FCRA Section 605 ( b ) to block the fraudulent accounts immediately. Ensure XXXX provides documentation of their verification process or removes these accounts as required under FCRA Section 609 ( e ). This situation has caused immense hardship, and I hope the CFPB can assist in ensuring my rights are upheld.","date_sent_to_company":"2025-01-03T18:46:26.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"60628","tags":null,"has_narrative":true,"complaint_id":"11370817","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-01-03T18:46:23.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["FCRA Section 623 ( a ) - Duty of Furnishers of <em>Information</em> This section <em>requires</em> companies furnishing <em>information</em> to credit reporting agencies to report accurate and complete data. Repeatedly <em>opening</em> and closing fraudulent <em>accounts</em> is a violation of their duty to ensure accuracy, especially if youve already provided proof that the <em>accounts</em> are fraudulent."],"product":["Credit reporting or other <em>personal</em> consumer reports"]},"sort":[11.087945,"11370817"]},{"_index":"complaint-public-v1","_id":"2844538","_score":11.067414,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My complaint is regarding an account that was set up for a purchase from XXXX for a laptop computer and an extended warranty. We purchased the computer through a program offered through my husbands employer XXXX XXXX XXXX. Through the XXXX website we purchased a laptop for {$720.00} and an extended warranty for {$200.00} with credit that was received through XXXX on their website. The company used to be called XXXX XXXX XXXX XXXX. The promotion we were eligible for was for no payments and no interest for 12 months with purchases over {$890.00}. On the initial and subsequent billing statements the verbiage under the section of the bill titled important information for you states see terms, however there are no terms listed on the statement, nor any additional documentation or paperwork attached. It doesn't state where to go to find the terms either. I tried to pull the terms online as the disclosure agreements are supposed to be provided quarterly. When I go to the Consumer Financial Protection Bureau 's website and do a search by XXXX XXXXl XXXX, the terms for XXXX preferred are not listed. The Truth in Lending Act requires credit card issues to submit their card agreements on a quarterly basis. The billing statements from XX/XX/XXXX to XX/XX/XXXX had an Important Account Information section stating no interest or payments if paid in full in 12 months, however the statements as of XX/XX/XXXX do not list any special financing on our billing statement. Instead the verbiage reads Account Closed in the important information section on the bill. None of the bills state what balance the interest rate will be charged on, or the amount of interest that will be charged after the end of the term if not paid in full. There is nothing stating that interest will be charged on the original balance even though payments have been made monthly. We were making payments monthly online as this is what we had done before with our home computer we purchased a few years prior. We had an XXXX XXXXXXXX XXXX XXXX XXXX XXXXr set up for another XXXX Computer we purchased and that was paid in full with no issues. That is because we were able to make payments online. The online payments worked great as we could see the real time balance at the time of the payment, so we knew exactly the amount we were paying was on track to be paid off in full prior to the expiration date. Unfortunately, we got a letter in the mail from XXXX XXXX XXXX c/o XXXX XXXX XXXX XXXXXXXX, dated XX/XX/XXXX, stating that the website XXXX XXXX XXXX was being shut down on XX/XX/XXXX. The letter stated after that date we wouldnt be able to make payments be serviced online. The letter said in order to make payments we would need to mail a check, call customer service to make a payment over the phone or set up a payment through a bill pay service. There was no option to make a payment online or to be able to view the activity or statements ( or any other pertinent account information ) online. The only option was mail order statements according to the letter. The statements still showed that online payments could be made ( even the sMy complaint is regarding an account that was set up for a purchase from XXXX for a laptop computer and an extended warranty. We purchased the computer through a program that is offered by my husbands employer XXXX XXXX XXXX. Through the XXXX website we purchased a laptop for {$720.00} and an extended warranty for {$200.00}. We purchased this through credit that was approved by XXXX through their XXXX XXXX XXXX XXXX credit offer. The promotion we were eligible for was for no payments and no interest for 12 months. The billing statements wording says see terms, however there are no terms listed on the statement, nor any additional documentation or paperwork attached. I tried to pull the terms online as the disclosure agreements are supposed to be provided quarterly, but when I go to the Consumer Financial Protection Bureau 's website and do a search by XXXX XXXX XXXXXXXX, XXXX XXXX is not listed. The Truth in Lending Act requires credit card issues to submit their card agreements on a quarterly basis. The billing statements from XX/XX/XXXX to XX/XX/XXXX had an Important Account Information section stating no interest or payments if paid in full in 12 months. As of XX/XX/XXXX the important information section on our billing statement does not list any special financing. All it shows is Account Closed in the important information section on the bill. What it does not state what balance the interest rate will be charged on, or the amount of interest that will be charged after the end of the term if not paid in full. There is nothing stating that interest will be charged on the original balance even though payments have been made monthly. We were making payments monthly online as this is what we had done before with our home computer we purchased a few years prior. The online payments worked great as we could see the real time balance at the time of the payment, so we knew exactly the amount we were paying was on track to be paid off in full prior to the expiration date. Unfortunately, we got a letter in the mail from XXXX XXXX XXXX c/o XXXXXXXX XXXX XXXX XXXXXXXX, dated XX/XX/XXXX, stating that the website XXXX XXXX XXXX was being shut down. The letter said to make payments we would need to mail a check, call customer service to make a payment over the phone or set up a payment through a bill pay service. There was no option to make a payment online or to be able to view the activity or statements ( or any other pertinent account information ) online. The only option was mail order statements according to this letter. The billing statements after that change still stated that online payments could be made ( even the statement sent the same day the letter about shutting down the website was sent on XX/XX/XXXX ). Every statement that was sent from XX/XX/XXXX through XX/XX/XXXX had the following verbiage : Payments made by phone or at hpdirect.com Preferred Account Pay online service XXXX XXXX Preferred Account will credit payments made using the Pay Online Service if made by XXXX XXXX. Eastern Time on any calendar day, as of the date the payment is made. The statements were providing inaccurate information to their customers! Not only were the statements misleading but so were the emails that were sent regarding our account. The emails we received stated that information regarding your account could be accessed by going to XXXX XXXX ( different internet site that what was listed on the statements ). The link provided on the emails links you to the XXXX retail site which is where we purchased our products. That XXXX retail website does not have any information regarding our account, only our orders. It does not provide us any statements or any information about billing. Every written correspondence that was sent during our payment term contained inaccurate information regarding payments and statements that were supposedly available online. How can a bank send misleading information to their customers? Also, on the XXXX XXXX XXXX website it tells you that you can link your retail account to a PayPal account if you have one. If you don't have one then you can open a PayPal account and that will allow you to link your accounts. It doesn't make sense that in order to make a payment on an existing account you would have to open another new Pay Pal account. My husband has a Pay Pal account he uses for work only and since he uses that for work he does not want to link a personal credit card account to a paypal account used for work. It won't even allow us to link the accounts. Again, misleading information. We don't want to open a personal PayPal account as we had fraudulent activity where someone opened a papal account with my name. Apparently, you just need a persons name and birthdate to open an account. I was charged and billed for transactions on an account I did not open, and it took a long time to resolve these fraudulent charges and get the fraudulent account closed. I will never open a Pay Pal account because of this. It is misleading to customers to state incorrect information regarding payments on the billing statements. To state you can pay online at a website that does not exist for payments, instead they try to convince the customer to open a paypal account so they can link the closed account to a new account they don't need and don't want to open. Why would you want to open a new account, it looks bad on your credit report. To state they can only service your existing account by opening a new account is bait and switch. Thisis why laws are in place to protect customers from deceptive practices from Banks and Credit Card Companies. This is why the Fair Credit and Reporting act and the Dodd Frank Act ( among others ) are in place. I have paid my account in full but now have a balance of {$200.00} which includes late fees and interest after I submitted a dispute ( which was sent via certified mail ). Nobody ever acknowledged our dispute. They sent us an email that is was being investigated, but nobody ever got back to us. They continue to bill us after the dispute was filed even though they never acknowledged or responded to our dispute. The statements don't even show the balance the interest is computed on ( which is required by the truth in lending act ). Paypal has been very difficult to work with even though this is due to their lack of information and deceptive practices and failure to respond to our dispute. To think they keep continuing to add late fee 's and interest even though I filed an official dispute, and now are trying to bargain with me by offering a lesser amount to settle. I am wanting all fees and interest associated with my account removed and our account credited to a XXXX balance. It isnt fair for a creditor to ask you to open another new account to view information on a previous account and to state you can make payments online and view statements online when you cant. Not only is it unfair and deceptive, but it is also illegal. Even the statement sent the same day the letter was sent on XX/XX/XXXX. Every statement that was sent from XX/XX/XXXX through XX/XX/XXXX had the following verbiage : Payments made by phone or at XXXX Preferred Account Pay online service : XXXX Preferred Account will credit payments made using the Pay Online Service if made by XXXX XXXX. Eastern Time on any calendar day, as of the date the payment is made. So, your statements were providing incorrect information to your customers! Not only were the statements misleading but so were the emails that were sent regarding our account. The emails we received stated that information regarding your account could be accessed by going to XXXX XXXX ( different internet site that what was listed on the statements ). The link provided on the emails links you to the XXXX retail site which is where we purchased our products. That website does not have any information regarding our account, only our orders. It does not provide us any statements or any information about billing. Every written correspondence that was sent during our payment term contained inaccurate information regarding payments and statements that were supposedly available online. How can a bank send such misleading information sent their customers? Then on the XXXX XXXX XXXXr website it tells you that you can link your retail account to a PayPal account if you have one. If you don't have one then you can open a PayPal account and that will allow you to link your accounts. So, my husband has a Pay Pal account he uses for work only. He uses that for work, so he does not want to link our personal account to an account for work. It won't even allow us to link the accounts. Again, misleading information. We don't want to open a personal PayPal account as we had fraudulent activity where someone opened a papal account with my name. Apparently, you just need a persons name and birthdate to open an account. I was charged and billed for transactions on an account I did not open, and it took a long time to resolve these fraudulent charges and get the fraudulent account closed. I will never open a Pay Pal account because of this. They are misleading customers by telling them information that is not true and trying to get customers to open another account, so they can service an existing account is why I'm going to report this information. Not only to the BBB but to the governing agencies as there are laws in place to protect customers from deceptive practices from Banks and Credit Card Companies. This is why the Fair Credit and Reporting act and the Dodd Frank Act ( among others ) are in place. I have paid my account in full but now have a balance of {$200.00} which includes late fees and interest after I submitted a dispute ( which was sent via certified mail ). Nobody ever acknowledged our dispute. They sent us an email that is was being investigated, but nobody ever got back to us. They continue to bill us after the dispute was filed even though they never acknowledged or responded to our dispute. Your statements don't even show the balance the interest is computed on ( which is required by the truth in lending act ). Due to all the inconveniences, incorrect information supplied and failure to respond to our dispute, I am wanting all fees and interest associated with my account removed and our account credited to a XXXX  balance. It isnt fair for a creditor to ask you to open another new account to view information on a previous account and to state you can make payments online and view statements online when you cant. Not only is it unfair and deceptive, but it is also illegal.","date_sent_to_company":"2018-03-19T18:18:40.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"Store credit card","zip_code":"55316","tags":null,"has_narrative":true,"complaint_id":"2844538","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2018-03-15T21:23:34.000Z","state":"MN","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["Your statements don't <em>even</em> show the balance the interest is computed on ( <em>which</em> is <em>required</em> by the truth in lending act ). Due to all the inconveniences, incorrect <em>information</em> supplied and failure to respond to our dispute, I am wanting all fees and interest associated with my <em>account</em> removed and our <em>account</em> credited to a XXXX  balance."]},"sort":[11.067414,"2844538"]},{"_index":"complaint-public-v1","_id":"7047610","_score":11.050684,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to file a complaint against Citizens Bank regarding the mishandling of a payment made to XXXX. I am seeking your assistance in resolving this matter thoroughly and ensuring that Citizens Bank takes appropriate action to rectify the situation. A payment of {$1500.00} was sent to XXXX on Friday, XX/XX/XXXX, which coincided with the transition of my account from Investors Bank to Citizens Bank. Although my account balance carried over to Citizens Bank and my account and routing numbers remained the same, XXXX claimed that they did not receive the payment. To address this issue, I reached out to a bank manager at Citizens Bank on XX/XX/XXXX, who assisted in opening a second investigation on my behalf. During this process, it was discovered that the first investigation had been opened incorrectly. The agent responsible for the investigation erroneously indicated that the payment was made via check, and they also recorded the payment amount as {$1500.00} instead of {$1500.00}. Consequently, this misinformation led to the inability to locate the payment. Citizens Bank acknowledged that this error may have occurred because the agent reviewed the overall negative account balance in XXXX rather than focusing on the payment due to XXXX. They further admitted that the transition from Investors Bank has caused difficulties for several customers. I was informed that the second investigation would take approximately 10 business days to conclude, and they are working to ensure that another department within the bank is not holding the funds. Additionally, I was advised to check my mail for any possible checks since my account had been closed, as any payment owed to me would have been sent by mail. Unfortunately, I did not receive any such check, except for a letter dated XX/XX/XXXX, stating that the payment investigation had been completed and no error had occurred. Immediately upon receiving the letter, I contacted Citizens Bank to express my concerns. I inquired whether they thoroughly reviewed my account, considering that I had previously been an Investors Bank customer and had encountered issues in the past due to bankers having difficulty accessing my account or identifying the payment in question during the transition. The agent put me on hold, consulted with a supervisor, and returned to inform me that the investigation was still ongoing. I raised the issue of receiving the closure letter and expressed my confusion regarding the contradictory information. The agent explained that the letter had been sent in error and assured me that a new letter, dated XX/XX/XXXX, should have been dispatched, indicating that the investigation was still pending. However, despite diligently checking my mailbox, I have not received any such correspondence. \nFollowing the agent 's advice, I promptly contacted Citizens Bank the next business day, only to be informed that they were in communication with Investors Bank, the debiting bank, in an attempt to recover the funds. They mentioned conducting follow-ups every 10 business days and indicated that after the third follow-up, a violation report would be filed, typically prompting a response. Given that my negative balance was carried over to Citizens Bank and I have since arranged direct deposits to Citizens Bank to cover this discrepancy, I strongly believe that Citizens Bank should assume responsibility for resolving this matter. Respectfully, this matter has been ongoing since XXXX and has had severe consequences, including a negative remark on my credit report with XXXX, a loss of trust as a customer, and significant personal distress. I believe that if I had encountered a similar issue with XXXX XXXX, it would have been resolved swiftly through a reversal claim, allowing me to remake the payment promptly. However, Citizens Bank not only mishandled the situation inaccurately but also claims that a reversal would be challenging due to it being an authorized payment. They are refusing to expedite the resolution, even though my vehicle is under threat of repossession, which would hinder my ability to commute to work. I respectfully assert that Citizens Bank should take responsibility for crediting me and handling any further necessary actions independently, without requiring my involvement. The money has been lost, and it appears as if it has been mishandled or possibly even misappropriated, with Citizens Bank and XXXX continually pointing fingers at each other without reaching a resolution. Despite my efforts to rectify the situation, it remains unresolved, leaving me in a precarious position. \nThank you for your attention to this matter. I look forward to a swift resolution and your assistance in holding Citizens Bank accountable for their mishandling of my payment and the subsequent investigation.","date_sent_to_company":"2023-05-30T20:46:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10701","tags":null,"has_narrative":true,"complaint_id":"7047610","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2023-05-30T20:11:22.000Z","state":"NY","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["They are refusing to expedite the resolution, <em>even</em> though my vehicle is under threat of repossession, <em>which</em> would hinder my ability to commute to work. I respectfully assert that Citizens Bank should take responsibility for crediting me and handling any further necessary actions independently, without <em>requiring</em> my involvement."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[11.050684,"7047610"]},{"_index":"complaint-public-v1","_id":"3357398","_score":11.023327,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, After marrying United States XXXX XXXX   XXXX XXXX in XX/XX/XXXX, my husband and I naturally choose to open a joint checking account in XX/XX/XXXX with his already existing USAA account. We made the call together and answered all of the questions that were probed. My husband is the primary account contributor and account holder as I have a different bank. All was well until I received a call from USAA on XX/XX/XXXX during my lunch break at work. I thought this call was in regards to a flood claim that was denied, but the representative stated I had some missing information from my membership profile. I thought the call was very odd as they were requesting some personal financial information ( estimated net worth, annual income, etc. ) that was required by the Patriot Act that I answer. I was worried it was a scam so I decided it would be best to call them myself the next day. I first looked specifically at the Patriot Act ( 2001 ),  Bank Secrecy Act ( BSA ), and Gramm-Leach- Bliley Act ( GLBA 1999 ). I learned two were designed after XX/XX/XXXX to help detect terrorism, money laundering, and illegal activities and the other to protect financial privacy. Turns out all that is required under Section 326 : Verification of Identification of the Patriot Act is : Name, Date of Birth, Social Security Number, ( to confirm they are a US citizen ), Address, and comparison with government lists of known/suspected XXXX activity ( usually referred to as banking systems ). This is in addition to record keeping as a requirement of the Treasury. All of which are used to verify the identity of the personwhich is understandable and I agree necessary. Yet, nowhere does any federal regulation however require financial information, despite USAAs claims. All of the following summaries below were direct recorded conversations, and I am willing to share them if needed. I am hoping to get confirmation that this information is required by federal law, and if it is not, I would like to take legal action against USAA as I believe it is a violation of my financial protection rights. What follows is quite extensive, but felt it imperative I be comprehensive. \nOn XX/XX/XXXX I called USAA myself to confirm their claim. The agent demanded the information was required by federal law by the Patriot Act and Bank Secrecy Act and that I was required to answer the personal finance questions. I was informed if I did not answer the questions the account would be closed or our assets frozen. I was confused why the needed information was not gathered when we opened the account and was uncomfortable about the questions as it didnt seem it was a federal regulation, so I requested to speak to a manager. The following conversation was with XXXX, of the executive resolutions team, as the senior advisor at USAA : I enquired, did I sign your privacy notice? After we determined it is never actually signed, in regards to my privacy, she checked and confirmed my privacy preference is share. I asked, What changed where you are now required to get my information since you didnt get it before as it is required by federal law? Or is it not required and this is just something that USAA is doing? She replied, No this is something that is required for secondary account holders by the federal law. So I inquired, When we opened the account you claim we used the primarys ( my husbands ) information and that has been sufficient for the last year. This isnt my primary account I have a different bank. So why all of the sudden now are you threatening to inactivate our account if I dont give you this information? If it wasnt required before what makes it required now? The only answer Ive gotten is that it is federal law ; so either you werent compliant with federal law and are now being required to get the information, or it is for your own interest. I would like to know what those interests are, what you are going to do with this information, if you are going to be sharing any of this information, or using it for rates or other data then I am required to view the privacy notice for you to do that. So I am confused. As I was not the primary account holder, I was told I was not allowed to get access to the information we provided when the account was opened. I would have to wait for my husband to be present. \nIn the meantime, I reached out to my personal bank on XX/XX/XXXX. They advised me NOT to share this information as it is not a federal law and could be shared. I decided to take another step further and speak to XXXX XXXX on XX/XX/XXXX, another Federal Bank to see if this information was indeed required by all other banks as USAA claimed. I spoke to manager XXXX and the conversation went as follows : I wondered what questions she would be asking us or what information would they need to open a joint account and she stated, IDs, maiden name, SSN, DOB. While they may have different policies, as for it being a law, all banks would be following it, as far as I know it is not considered a law. Even if there are financial questions that we may ask you for loans, credit card, or investment accounts, they are up to you if you want to answer. This confirmed my research that it was not a federal requirement. \nLater the same day of XX/XX/XXXX, when my husband was home, we spent two hours on the phone to try and get some answers. First, was with USAA agent XXXX. In summary we challenged why this information wasnt provided when the account was opened, this was due to periodic reviews of accounts, the accounts who have not answered these questions are being notified they do need to answer the questions. We had wanted to view the paperwork when the account was opened, but she did not have the information because, we do not have that information to see. It is at the back office where they opened the account. We insisted to be transferred to them stating she would be right back with us. We waited on hold for over 45 minutes, with no answer and never spoke to her again. \nOn our next attempt we decided to call as if we were opening an account to see how that department would answer our questions. After talking to USAA representative XXXX, we were told I should be able to access any information even though I am not the primary contrary to what I have been told prior. XXXX stated we have to ask financial information as all banks do. After waiting on hold for another 10 minutes for him to review the notes, and the nature of our call he stated again, I do not have access to see the information or the answers that were provided when you opened the account. I work in XXXX and XXXX in XXXX XXXX XXXX. He did confirm that he was asking those same questions when accounts were being opened now : annual income, estimate net worth, occupation, etc.. He stated there are other regulations that require income information under customer due diligence under regulation D and various banking regulations. He was not able to send me information about due diligence so we were conferenced in to Senior with Executive resolutions XXXX ( CEO member relations? ) : XXXX tried to assist us in trying to figure out what information we provided when opening the account. She stated, let me explain to you whats going on. You would not have gotten this information when you opened your account. There was an enhancement to the Patriot Act last year [ XXXX ]. So, this year, all the banks have to comply with the enhancement of the Patriot Act. So those questions like your employment, your income, things like that. So those are a federal regulation now that banks are required to collect this information as part of the customer due diligence information to better get to know your customers ( KYC ) due to all of the terrorism, and things like that going on. We stated we thought we answered our annual income and other questions when we opened the account. She stated each person on the account needed to provide separate information even though we were married. XXXX directed me to the FDIC.gov website to search Customer Due Diligence ( CDD ) which I did. I told XXXX that my personal bank advised I do not give this information as they were not required to and she stated, well they will be. This is a federal regulation that went into effect. XXXX confirmed we started asking these questions this year, but the law went into effect last year so the banks now have to go in and get this information from account holders. I told her all that I could find in regards to the laws were name, date of birth, SSN, and she articulated, It will state other information on that website regarding the customer due diligence where you can ask certain information. On the website I saw nothing even closely related to financial information being required on the CDD update. We repeated to request to see what information was given upon opening of our joint checking account before we add to anything, in hopes to make any information accurate and true. XXXX then stopped answering our questions, and transferred us again to the back office that never answered the phone while hanging up. We waited on hold for 15 minutes to no avail. \nThe final call, was still on XX/XX/XXXX, was the checking department where we spoke to representative XXXX. Irritated she also couldnt access the information we provided when we opened our account so we could verify what information we already provided. I educated her this information was required by the Patriot Act to be kept and maintained for 5 years. We were then compelled to be transferred to specialist XXXX for the next hour about the KYC and CCD questions. We exasperated explaining we were trying first to confirm what information they already had before adding more to it, then trying to better understand their requirement as it was not a federal law to provide financial information under the BSA, Patriot Act, or Due Diligence update. The conversation with XXXX on XX/XX/XXXX went as follows as is quite lengthy : I dictated Are you filing a SAR? I am not comfortable sharing the information as it increases my risk of identity theft, a data breach, you can share the information with credit bureaus, internal marketing, external marketing, joint marketing, and affiliates. I have not been told how this information will be protected, or how it is shared, or how you secure the information. I have been told I can not opt out, and it is a violation of the Gramm Leach Bliley Act of 1999 [ nor had I seen a privacy notice for XXXX ]. Until those questions are answered for me this is not allowed. She rudely exclaimed, So I will first say the majority of what you say is incorrect. It is absolutely required under the BSA and under the Patriot Act. Any large bank by FDIC regulation is required to abide by these laws. I agreed these are federal laws, but that financial questions are not apart of those laws. She stated, Yes they are Maam. I quoted section 326 of the Patriot Act, and she ignored it. She was able to confirm in the notations that they had my employment information, physical address, your social security number, date of birth, citizenship, and your full name. That is what we have on file. I stated that my annual income is not a requirement of a federal law as they are already able to verify my identity by the Patriot Act. She stated, yes, it is a requirement and I will agree to disagree. I requested to speak to legal to learn how they will protect and share and secure the information and opt me out of sharing. Id like them to show me the privacy notice from this year or you are not getting the information. I would like to speak to legal to hear on the record what they will do with the information to protect and secure it and opt me out of sharing or I am not going to answer. She replied, okay then your account will be closed. Our legal department does not reach out to customers regarding this matter because it is a standard matter and you absolutely are required. I stated, no other banks Ive spoken with are requiring this information and that is not true. She stated, that is it true and I dont need to speak to your banks as that would be a waste of my time. This conversation is not productive and you have received the same information from five different people. After threatening to end the call, she exclaimed, you have your opinion and it is not factual. I apologize if you disagree but that is not going to change the federal regulations. \nInstead of her ending the call, I stated there was something else she could help with in regards to why if this requirement came out in XX/XX/XXXX, why we werent asked upon opening the account in XX/XX/XXXX. She held there was an internal audit around the time we opened our account and found there was information that they did not have on file as I have already told you. It did not go out in mass issue to members as it would have overwhelmed their system and call volumes. It has just taken this long to get to my name. They have to go through all of their records from the XXXX, XXXX, and XXXX and so yes we have had to do that in groups. We had her confirm once my husband was on the phone that he had already answered the questions they have everything that they need on file for him but was not able to determine when or how he answered the questions. \nMy husband calmly stipulated are the questions different for my personal account because I thought when we opened our joint account, we did it at our combined income levels not separate. She simply said yes, so we reiterated, if they have the combined income of mine and hers together as one number, we needed access to it so we could separate it properly, instead of adding more to it which would change our risk factor. She detailed we can not have a joint answer for two people. However, she was not able to confirm what our annual income was for the account. I do not see it in front of me it is in the back-office records. I was troubled saying, if I gave you my annual income now, it could be potentially adding it to the joint income they may already have which wouldnt be accurate for the federal government She informed us, Their records department is a non-member contact, which is why you never got a response from them as they do not accept phone calls, they are a back office department. We tried to explain we had already been transferred to them twice today and she declared she didnt know how and she couldnt speak to what has happened on previous calls. We stated again we needed to either give us the information that is on our records right now, or we have to update them both together. XXXX described, what I update will just go through the system to records and add to it. There is no way to remove it even if he were to call and change it. No so these are general questions. All these are for it to be sure we can do mitigate risk and be sure that we can do risk monitoring for our members activity. Thats all it is for. So, we corroborated if we gave you the wrong information and were put into a different risk bracket that was going to be a problem. XXXX held, So no, you are misunderstanding what I am saying sir. We do not put you into brackets based on risk factors or anything like that. All it is, is to know if a member makes XXXX-XXXX and a wire comes in for a XXXX dollars that looks strange. That is all it is for. Just so we can have a gauge. Kind of a point a perception to go off of, a point of reference that is literally all it is. We stated in order to do that accurately, we would need to update our information together to separate it. She alleged, we do not have a way to update it, and my husband verbalized, then that is a problem for you not for me. She threatened, not necessarily because if you refuse to provide this information your account will be closed. I can not change an existing number ; I can input new data into the records system that is a form on your profile that is personally attached to you. It then gets sent to our back office for them to file. I can not change his because there is no place to input it. \nAs we expressed concern our direct deposits would be leaked into the account the following week she voiced, I could not find exactly a turn around time for when we needed to move our money out before the account closes. What I would have to do would be to put in a work order to the back office stating that you are refusing to answer the questions. Then at that time they review the account for closure. They would send out an official check with the remaining funds. The team that handles this, [ the MOET team ], it is not records. All direct deposits would be rejected go back to the sender, or if it is within a day or two it could force reopen it if it had not closed completely but usually goes back to the sender. Due to the inconvenience, my husband verified there was no way we could opt out of this, and she expressed, no sir it is a federal regulation. I struggled to get her to conference us into the MOET team who was handling this situation as seniors in the bank, however after being on hold for 20 minutes, she was not able to contact them. XXXX exclaimed she could no longer spent any more time with us to be available for other customers. She confirmed they were very backed up due to all of this going on and it is not a large department. I was frustrated that we would not be able to contact them ourselves and therefore our account would be closed. She confirmed there is no way to contact them by email, by direct number, or any other format by her understanding. This is because they do not use email for secured information. \nConsequently, on Saturday XX/XX/XXXX I realized the need to escalate the complaint so I could have someone call us back since the MOET team was not easily available before the account would be closed. A representative, XXXX, with the Executive Resolutions team, helped me to file a complaint and I was told I would be getting a call back from the CEOs office. She once more confirmed the information is used for banking regulations under the Patriot Act and passed in XXXX after XX/XX/XXXX. When it comes to the Patriot Act it advises us as a financial institution just making sure we are doing our customer due diligence we have to know who our customers are. That is ensuring that we know the individual that is with us here at USAA and what they are using the front for. If someone is using the account as money laundering or transferring money to foreign countries. So that we are not letting people move money around that shouldnt be moving money around. If we do not know our customers enough, you can be asked again and re-verify the information periodically to verify it is still accurate and on file. I reaffirmed in regards to due diligence we didnt have any foreign accounts, and my personal account was not at this bank, and my husband is the primary account holder for the joint checking account which they have his information. I confirmed no other federal banks are requiring these questions. I quoted the GLBA and that our last privacy notice was in XXXX and that was a concern and we are not being given the option to opt out. I tried to express my concerns of using the federal government phrase when it is not a federal requirement, and that it was a serious compliant. She agreed that I should speak to the MOET team. I articulated again they do not answer the phone and she agreed it is a busy department and that you have to wait as they are working overtime. Therefore, I was concerned it wouldnt be resolved in a timely fashion. In my attempt to reach the quality department no one answered again. I was confirmed the CEOs office would contact me within one business day after confirming my phone number on Saturday. \nTwo businesses days later on Tuesday XX/XX/XXXX, I conversed with XXXX from the CEOs office. I gave her a summary of my complaints that our documentation when the account was opened can not be verified, changed, or updated, thus denying us to potentially separate our incomes into two separate numbers. I explained the MOET team could not be reached. I also expressed concern about their requirement to answer the income questions as they are not a federal law for income information as I do not have a loan with them and am not a primary account holder. I told her I didnt appreciate being treated like trash, and be threatened to close my account stating it is a federal law when it is not. Intimidating people to answer questions when the federal government does not require income information and canceling accounts is a huge problem. XXXX stated she was trying to figure out when the account would be closed, but is still waiting from a response from the MOET team. She claimed, It is our current policy and our hands are being tied due to federal guidelines that are forcing us to change and ask these specific questions. I also know that if these questions are not being answered the account will more than likely be closed. They can inactivate the account and in other instances it will be closed. In order to get us into compliance we are being instructed we have to ask this. I requested, to see something official in a document file. I requested to see the policy by email or by mail. I stated that I would like to see that where it specifically asks for income information. She stated, she does not see them written down specifically to ask income questions. I inquired, then how do you know that as a fact? She admitted, I am still waiting for answers. As far as closing accounts we are covered by our depository agreement to do that. That has nothing to do with KYC and that they are closing accounts and inactivating them if the KYC isnt answered. She summarized my concerns and stated she would get back to me with hopefully answering all of my questions. \nOn Thursday XX/XX/XXXX I got another call from a different USAA representative trying to get me to answer the questions again. They stated they will call again in five business days, and then proceed to close the account if I do not answer the questions. She was unaware of the investigation in XXXX office. Later in the evening on XX/XX/XXXX, I spoke to XXXX for the second time. She stated they still will not tell me what the answers were upon opening our joint checking account. They will not update his information unless there was a new product that was applied for and that they will remain there unless a new product is applied for. I postulated, why can they not answer what they are? Do they not have the questions or the answers when the account was opened? Why cant they tell you? It concerns me they do not have them, which is a federal regulation of the Patriot Act they keep them on file. You said the information is under his [ husbands ] primary account. It is unacceptable they cant prove or say what our income is, but that they have it on file, how do they know what they have? It is my legal right to know what I answered, and you are telling me no that I cant have the information. She confirmed that my husband was asked CDD questions this XX/XX/XXXX through the USAA app detour. However, she does not have access to the questions and has been having computer problems all day and her co-worker never supplied them as requested. In regards to what document stated they need to ask income information, she specified it was under the CDD guidelines from the XX/XX/XXXX amendment in the four specific guidelines. She stated she could not distribute the internal document that requires it but did pass legal review and compliance. That is what they are using to fulfill the requirements of the four CDD guidelines. The privacy notice she stated was listed on the USAA website and was revised in XXXX and it has not changed since then, but it is delivered annually and it does state they collect income information. My guess is that is still the current privacy promise and it has not been updated since then but I will verify that. If the privacy promise hasnt changed the revision date it would be the last time that it was revised and therefore is the same. I questioned why the year wouldnt be changed for the new year ( XXXX ), and she stated it didnt need to. I was concerned by this because they are now collecting new income information but it didnt require any changes. \nXXXX verified that we did not answer the questions when the account was opened. I questioned this fact as she does not have access to those and has no idea what was actually requested or answered. This was because she was still trying to get that information from the MOET time. She admitted she does not know. I repeated until we know for sure, I do not want to add to a joint income balance, we can not proceed. If they are refusing to give it to her then thats a problem. In regards to the CDD questions, we determined they make up their own policy which I am not allowed to see stating that it requires income information. I recapped it applies to a USAA policy and is NOT A FEDERAL REQUIREMENT OR LAW. \nXXXX reasoned, when a regulator comes to look at us and asks how are you complying with the CDD guidelines that were outlined, we present them with the CDD questionnaire, period. That is how it relates to the CDD guidelines. It is our internal process and policy due to the government requirement. I argued, the government does not require everyone to answer income information. That is not true. Your institution is requiring that by yourselves. It is not a federal guideline to obtain income information for a joint checking account. Or for any account. Your bank is determining that and doing it all by themselves. Which, granted, you are compliant because you are getting name, DOB, and SSN which is all that is required. You are just going above and beyond thatwhich is fine if you want to. However, stating it is a FEDREAL LAW for me to give it to you is not the case. It is not a federal law for me to provide you my income information. There are laws that protect my financial privacy and I do not have to give it to you, which is why you can close my account and I can go somewhere else. If it was a federal requirement, I would be required at every other bank, which I am not. I spoke to six of the top bank executives in this country that are bigger than you and it is not a federal regulation. So, by you threating people and telling them that it isis a problem because it is not. Even when they called today, they said the same thing. USAA is requiring it, but it is not a federal law. She alleged, so that we comply. I repeated, it is required that you comply by confirming my identity with name, DOB, SSN, and address, running it through your banking system, and with my occupation. That is more than enough to verify someones identity which is all that the CDD requires. Your bank is going outside of that and getting income information. This is fine like I said, but it is not a federal requirement for me to specifically give you my income ; it is not. She finally admits, no it is a requirement of USAA in order for us to meet the guidelines. I again, it is not a federal requirement, it is USAAs requirement. I told her I had a screen shot on my phone it was a federal regulation, it is not. Do you understand? It is a problem. It is your regulation and thats it. It is just yours. She says, so we are in compliance with the federal regulation and the CDD requirements. I strained to clarify, we have been in compliance with you since we opened our account. Stating that if we dont answer the questions, we are not is a lie. And threatening to close my account with you is also a problem because you are stating it is a federal regulation when it is your regulation. Those are two very different things. You are still in compliance even if you were to take the income information out. She says, well not when our policy states that we have to obtain that information, we are not in compliance. I enlightened, even the OCC that regulates you doesnt require that. I could understand that you could close our account because we didnt meet your policy guidelines, thats fine. But telling me specifically it is because it is a federal requirement is not the case. It is not complaint with your policy and your policy alone. \nWe tried to go over it again. I replicated, It isnt because I am not being federally compliant with the law like you are claiming, it is that it is compliant with USAA policy, not the federal government. By you telling me it is a violation of the Patriot Act is not the case. By you telling me it is a violation of the BSA is not the case. By you telling me it is a violation of the XX/XX/XXXX CDD is not the case. Because those are federal laws. There is nothing in any of those laws that specifically require income. It does not exist. That is USAAs policy not the federal government. So by all of these conversations I have on recordings of you telling me that, all the screenshots, and documents, is a big problem. When asking about reaching out to legal she assures me, So legal has already went over our questions I was flustered, okay, are they aware that youre telling people it is a federal regulation for me to answer my income questions? If they were, they would be fixing it immediately as it is a USAA policy. I dont understand why you cant just say it is a USAA policy? Why are you throwing words around and trying to include the federal government when it is none of their business to ask me those questions. Are they aware you are asking them? Because the OCC was concerned [ I spoke to them on XX/XX/XXXX ]. Are they aware of that? That you are telling customers it is a federal requirement by the Patriot Act? No other big banks ask those questions, just you, because it is your own policy. She stated, I am understanding. \nFor additional confirmation, I called XXXX XXXX XXXX on XX/XX/XXXX as they are the second largest bank in the United States with assets worth {$2200.00} XXXX dollars in XXXX so figured it would be a worthy source. I spoke to XXXX, she stated to open a joint checking account they would need, license, 2 forms of id ( government and personal ), type of account, SSN, address. I have worked for the bank for 38 years and we have never requested income information. We do not ask net worth or income as it is not a government regulation. I can assure you if it was XXXX XXXX XXXX would be doing it. This was encouraging that asking personal financial information was indeed NOT a federal regulation. This was further established with two other local banks in my area to provide some additional ease. \nOn XX/XX/XXXX I spoke to XXXX of MI, OCC, and confirmed with CFPB, and MI Attorney General there is no requirement for financial information and each suggested I file complaints. I followed up with XXXX on XX/XX/XXXX and XXXX. She confirmed we have private settings, our account won't be closed until XXXX, but was unable to find any information from when the account was opened. She stated there were no issues with their privacy notice or way they are doing things and was approved by legal and compliance. I request help. I feel what USAA is doing is a violation of Section 326 of the Patriot Act, Record Keeping, and the GLBA. I am not comfortable with how they have conducted this process, and feel as though they are intimidating people to sacrifice their private financial information by manufacturing it is a federal law. To my knowledge we do not meet any of the BSA requirements that would make us candidates for filing a SAR. In recent legal cases vs.USAA in XX/XX/XXXX I want to make sure this is allowed and is not similar violation","date_sent_to_company":"2019-08-28T04:55:29.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"48125","tags":"Servicemember","has_narrative":true,"complaint_id":"3357398","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-08-28T04:31:00.000Z","state":"MI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I reaffirmed in regards to due diligence we didnt have any foreign <em>accounts</em>, and my <em>personal</em> <em>account</em> was not at this bank, and my husband is the primary <em>account</em> holder for the joint checking <em>account</em> <em>which</em> they have his <em>information</em>. I confirmed no other federal banks are <em>requiring</em> these questions. I quoted the GLBA and that our last privacy notice was in XXXX and that was a concern and we are not being given the option to opt out."],"product":["Checking or savings <em>account</em>"],"issue":["Closing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"sub_issue":["Company closed your <em>account</em>"]},"sort":[11.023327,"3357398"]},{"_index":"complaint-public-v1","_id":"2790779","_score":10.785618,"_source":{"product":"Checking or savings account","complaint_what_happened":"PLEASE NOTE ; I checked several boxes that were the best choice yet not nearly sufficiently descriptive of the problem. \n\nThe following problems exist ; 1 ) Chase has deliberately damaged my credit and ignored all legal requirements under the FCRA 2 ) Chase has deliberately provided a non-existent address to prevent communication.\n\n3 ) Chase has and continues to \" blackball '' me within their system without explanation. As part of the \" blackball '' was an immediate revocation of all credit lines, FCRA requires them upon request to provide details. They have both refused ( even to senior bank officials within Chase ) and provided non-deliverable addresses.\n\n4 ) These violations have been ongoing more than five years starting in XX/XX/XXXXOn XX/XX/XXXX Chase without warning closed ALL accounts that I had with them. This includes two checking accounts and two credit cards, the closure of which negatively impacted my credit and caused financial hardship not only in the credit score degradation but in my immediate access to the funds those credit cards provided. Not only was my credit score impacted but notations that caused difficulties in forming relationships with other banks were placed at \" XXXX XXXX '' a  financial services credit reporting agency. Again, the failure of Chase to answer my inquires as to \" why '' is a full violation of the basic tenants of the FCRA. \n\nI was not a tiny customer of Chase. I had ( and still have ) three mortgage loans serviced, and likely owned, by Chase. A few months prior to the closure they originated two new mortgages for me. \n\nI was being groomed by the local branch manager business relationship specialist for more and more business and had a one on one relationship with this manager for any problems that might arise. \n\nWhen the XX/XX/XXXX \" Blackball surprise '' occurred, I reached out to this individual at Chase local branch, XXXX XXXX. \n\nXXXX XXXX ultimately spent several months attempting to get information. He failed at every try and remarked to me that Chase was treating him like an outsider as opposed to a branch manager. \n\nI made multiple inquires via phone. I was 100 % stonewalled. \n\nPlease note that I never mis-handled either my credit cards with Chase or my checking accounts with Chase. Payments were always made on time and sufficient funds were always in the checking accounts to cover obligations against those checking accounts. \n\nAfter the accounts were closed I received virtual \" threat letters '' from Chase demanding payment for obligations that came due to the closed accounts after the accounts had been closed ( by Chase ) I responded at the speed of light to these threat letters. I was unwilling to question the threats and said threats often arrived without even documentation of the obligation they were demanding money for ... under threat. \n\nWith the power of Chase, I could hardly fathom the damage to my life Chase was capable of and sent the money \" sight unseen without obligation documentation '' Clearly, I sent too much. \n\nA few months later I was refunded {$290.00} Eventually I moved on to other things as I could get nothing but stonewalled by Chase. Even the personal Chase representative was stonewalled. \n\nTwo and a half years later I went to the Chase website to open a personal checking account to facilitate easier payments to the three mortgages that Chase services. I was successful at opening the account ... or so I thought. Just a few weeks later the account was closed. I had not used the account yet, so this was clearly a result of the XX/XX/XXXX\" XXXX XXXX style blackball of my name and credit. \n\nThis time I went directly to the address provided on the letter asking for answers. The letter was sent USPS Express and was returned BAD ADDRESS. That is correct ; Chase provides a non-working address to stymie any inquiry and evade the responsibilities they have under various federal banking laws and credit reporting requirements including the FCRA Again, notations were made at \" XXXX XXXX '' that hurt my future relationships with other institutions and can cause other harm. \n\nA few months ago, late XXXX, I attempted to open a checking account at the Chase website once again. It had been more than five years since the original blackballing of my business and personal name alike and I still wanted ( and want to ) facilitate easier payment of mortgage obligations to Chase. I was also hoping to see the \" blackball '' gone. \n\nThe website would not let me open an account. I went to the local branch. The banker on duty made a phone call to a senior Chase individual and confirmed to me that I was \" blackballed '' and worse, yet he could not provide any explanation of why. \n\nI have been damaged and continue to be damaged by Chase. \n\nThe American tax payors bailed Chase out during the crisis on XXXX. I pay plenty of income tax every year. My money has been used by Chase to damage my credit, damage my business, and damage my mental and emotional wellbeing.","date_sent_to_company":"2018-01-23T21:58:58.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2790779","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-01-23T21:02:24.000Z","state":"CA","company_public_response":null,"sub_issue":"Didn't receive terms that were advertised"},"highlight":{"complaint_what_happened":["<em>Even</em> the <em>personal</em> Chase representative was stonewalled. \n\nTwo and a half years later I went to the Chase website to open a <em>personal</em> checking <em>account</em> to facilitate easier payments to the three mortgages that Chase services. I was successful at <em>opening</em> the <em>account</em> ... or so I thought. Just a few weeks later the <em>account</em> was closed. I had not used the <em>account</em> yet, so this was clearly a result of the XX/XX/XXXX\" XXXX XXXX style blackball of my name and credit."],"product":["Checking or savings <em>account</em>"],"issue":["<em>Opening</em> an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[10.785618,"2790779"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":112,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":112}]}},"product":{"doc_count":112,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting or other personal consumer reports","doc_count":35,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":34},{"key":"Other personal consumer report","doc_count":1}]}},{"key":"Checking or savings 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