{"took":117,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":95,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"8129409","_score":14.185866,"_source":{"product":"Checking or savings account","complaint_what_happened":"Citizens Bank ( citizensbank.com ) sent directly to me via email on XX/XX/2023 the following offer... \n\n\" Start saving monthly with a first new One Deposit Savings from Citizens account, and earn a {$50.00} bonus1 getting you one step closer to a getaway, wedding, car, college, emergency fund, or whatever your goal may be. \n\nHeres how it works Make monthly deposits of {$100.00} or more each month for three months in a row, starting the month after the account is opened. While maintaining those balances within the account, Citizens will add a {$50.00} bonus to your checking account in the fourth month. \" I read the fine print, I completed the tasks, and waited to receive the bonus on XX/XX/2023 which is the date the payment was supposed to be made according to the offer. \n\nThey originally stated it would be paid on XX/XX/XXXX, then on XX/XX/XXXX, they tell me since XX/XX/XXXX was a Sunday and XX/XX/XXXX is a holiday, that it will be paid on XX/XX/XXXX. Why not pay it on XX/XX/XXXX or XXXX or XXXX? It's now XX/XX/XXXX and still no payment. Spent at least 1 hour and 20 minutes on a phone call with multiple employees plus additional minutes on online chat with multiple employees to resolve, still not paid. I see other people on XXXX mentioning \" bonus '' problem so perhaps this {$50.00} bonus offer was a scam that they have no intention of paying. \nIt's also possible they have an incredibly incompetent team. I found additional phone numbers listed in my account that were never mine, so they must have done some batch database transactions that conflated information from different accounts, and evidently, they have no proper procedures to handle personal information, because if they did, there would be no way random phone numbers would appear in my account.","date_sent_to_company":"2024-01-09T17:46:25.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"140XX","tags":null,"has_narrative":true,"complaint_id":"8129409","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIZENS FINANCIAL GROUP, INC.","date_received":"2024-01-09T17:10:51.000Z","state":"NY","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I <em>found</em> additional phone numbers listed in my account that were never mine, so they <em>must</em> have done some batch database transactions that conflated information from different accounts, and evidently, they have no proper procedures to handle personal information, because if they did, there would be no way random phone numbers would appear in my account."]},"sort":[14.185866,"8129409"]},{"_index":"complaint-public-v1","_id":"2555879","_score":13.983346,"_source":{"product":"Mortgage","complaint_what_happened":"Our property taxes were to be paid out by our mortgage company prior to XX/XX/XXXX. Freedom Mortgage mailed out the first check payable to the Sheriff 's Department, the tax bill was overdue PRIOR to the company mailing out it 's very first payment. The first payment would have been {$940.00}. The local sheriff 's department returned the check due to the fact our tax bill was late, placed in collections and Freedom Mortgage was informed at time by our local sheriff 's department of that fact. What does Freedom Mortgage do but send out at least 3 other checks to the sheriff 's department. However they mailed 2 separate checks one for the property taxes themselves and a second one for the penalties that were also now due. Both checks were returned each and every time again due it the bill being turned over to another department AND because 2 separate checks were written it was deemed 'partial payment ' which they do n't accept. <P/>I have called Freedom Mortgage attempting to get this problem resolved on the following dates ( I have called more times than what is noted below, but when I initially began attempting to solve the issue, I did n't record those first few phone calls. ) On approx XX/XX/XXXX Called Freedom Mortgage call Center, spoke with XXXX who assured me she would take care of solving the problem, that she placed our issue marked as \" escalated '', would notify her supervisor to get this taken care of, opened a ticket to help expedite our payment. Even with the escalated request XXXX stated the next check will be processed by XX/XX/XXXX. ( obviously past the XX/XX/XXXX due date ) I also gave XXXX the correct department, the new amount due with penalties accured which is now up to {$1500.00} & mailing address the check needed to be mailed to & that the payment HAD to be all in ONCE CHECK otherwise once again, the check would be returned. <P/>I also stressed that if they delay payment past XX/XX/XXXX the amount due would also be higher than the current bill. XXXX asked me to call & ask to be transferred to the call center and speak with XXXX as the check should have been pushed through by then. She then asked I call her on Monday XX/XX/XXXX and that our taxes should have had the ONE check sent out by then. <P/>On XX/XX/XXXX I once again placed a phone call to Freedom Mortgage, asked to be transferred to the call center & to be connect to XXXX. They said they have several XXXX 's there, they have no way of knowing who I spoke with on XX/XX/XXXX. <P/>So this time I get to repeat this whole problem all over again.with a rep named XXXX who 's ID # is XXXX. She pulled up our account, stated the ticket that was created on XX/XX/XXXX had been closed ( which means it 's listed as problem resolved. ). I went through the entire story again to XXXX who assures me that she will open a new ticket, expedite the request, that she will call escrow and push our request through & would make her supervisior aware as well & would place my name \" ON HER DESK '' so when she \" KEEPS TAB '' on our account so she will remember to check the status of our request. XXXX asked me to call back today XX/XX/XXXX as once again, the check should have been mailed out by then. <P/>I called Freedom Mortage again today ( XX/XX/XXXX ) attempted to reach XXXX, no luck. So with this phone call I got to go through the issue again with a rep named XXXX. Who, when pulling up our account did n't have ( or did n't notice ) all the phone calls & requests attached to our account. I explained the issue for what seems like a millionth time. After giving him the info he finally found the information that should have been documented several times over. After being assured that once again our account would be expedited, escrow is in the process of taken care of the payment, I asked XXXX to read me the address that should have already been documented numerous times of where the check will be mailed. Of course, he did n't have that address. Once again, I gave it to Freedom Mortgage. I then asked if it was noted the amount due HAS to be in ONE CHECK NOT TWO and it MUST be received by XX/XX/XXXX otherwise additional penalties would be added. Miraculously XXXX was able to find the most current amount due by XX/XX/XXXX as {$1500.00}. I made it very clear that this problem needs to be resolved ASAP. I also asked XXXX to highlight the CORRECT ADDRESS and PAYMENT DUE needing to be sent as ONE CHECK otherwise we will have to start this process all over again. And, I am exhausted and very frustrated & will not go into XX/XX/XXXX without this being resolved. <P/>This evening, my husband called Freedom Mortgage, spoke to a rep named XXXX who stated the same promises we 've heard each time we have called-it is noted, it has been expedited, escrow is currently working on it. My husband asked to speak with XXXX 's supervisor, XXXX stated that would not be possible. My husband requested that a message be taken & delivered to XXXX 's supervisior and for her to call him as soon as she is available. <P/>This entire ordeal has been very frustrating. The entire process has been so ridiculous. Not only do we have a lien on our property but Freedom Mortgage 's customer reps have no idea of what 's going on from one phone call to the next. <P/>There is no way you can talk to the person you spoke with in your last phone call so the customer is left repeating the exact same information each and every time they call. The customer service reps are completely useless, they have no way of pushing requests through. I am sick of getting the run around from this company. The right hand has NO idea what the left hand is doing. While in the meantime their customer ( who is a veteran of the XXXX by the way ) can do nothing but worry over the thought of possibly losing their home simply due to one their mortgage company being completely inept. Never mind how all this is effecting our credit score. <P/>We have no recourse on fixing this problem, each time we call-the phone call can last almost an hour due to have to explain everything over again. <P/>The service this company has provided thus far is atrocious. Very, very poor customer service. I am at my last resort in my attempts to get this resolved. <P/>Thank you for your time.","date_sent_to_company":"2017-06-22T05:45:12.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"424XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2555879","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2017-06-22T00:30:36.000Z","state":"KY","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 then asked if it was noted the amount due HAS to be in ONE <em>CHECK</em> NOT TWO and it <em>MUST</em> be received by XX/XX/XXXX otherwise additional penalties would be added. Miraculously XXXX was able to find the most current amount due by XX/XX/XXXX as {$1500.00}. I made it very clear that this <em>problem</em> needs to be <em>resolved</em> ASAP. I also asked XXXX to highlight the CORRECT ADDRESS and PAYMENT DUE needing to be sent as ONE <em>CHECK</em> otherwise we will have to start this process all over again."]},"sort":[13.983346,"2555879"]},{"_index":"complaint-public-v1","_id":"9587779","_score":13.479065,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XXXX XXXX, 2024, I tried to close a checking account I had opened about a month prior with Citibank. They had a good introductory offer, which is why I opened the account, but I later found out fees would be charged after a few preliminary months if I did not have direct deposit connected and fulfilling a certain threshold. For that reason, I decided to close the account.\n\nMultiple days prior to calling on the XXXX, I initiated a withdrawal of all funds from the checking account so there would be a XXXX balance when I closed the account. When I called on XX/XX/XXXX to close the checking account, the withdrawal was still pending, so the agent I spoke with was unable to close the account. This was fine, I thought, I'll just call back later. \n\nWell, from that point onward, regardless of the method, I was unable to log in to my Citi account. The message I repeatedly got, and still get, says, \" Our system is experiencing temporary delays. Please try again later. '' Any reasonable person would assume this was a standard network error or other issue with Citi 's system, so because I needed my checking account information ( within my Citi account ) to close it, I waited to call until the issue was resolved. \n\nAfter nearly a month went by, however, I grew increasingly suspicious of foul play. On XX/XX/XXXX, I called back to inquire about the situation. As I didn't have access to my checking account information, I called in through the credit card technical/account support line, as I also have a Citi credit card which I could use to verify my identity. The representative was, with only my credit card information, able to access my account and see there was a \" block '' placed on my checking account which was what had been preventing me from logging into my online account.\n\nSo at this point, I can already confirm that Citibank was lying about the reason for my login attempts failing. Their system was not experiencing temporary delays. Their system was specifically banning me from logging in.\n\nRegardless, I was then transferred over to the checking account department to resolve the issue. Despite the previous representative being able to access my full account with just my credit card information, the checking account representative required that I provide my checking account number.\n\nThis is a catch-22. I can't log into my account. My checking account info is in my account. To remove the block to log into my account, I must provide my checking account info ... which is only available if I can log into my account. Despite continuously explaining this and the fact that the other representative had no problem verifying my identity and accessing my account with just my credit card, this second representative would not relent.\n\nI was only provided 2 alternatives. I could provide a debit card number. That being said, I didn't have the account for long, so I never activated the debit card. Because of this, the debit card number didn't work, and because of the account situation, I'm unable to activate the debit card now. The second alternative was going to a physical branch location. I live in Wisconsin. There is no physical Citi branch in XXXX.\n\nSo, to recap, because I tried to close my Citi checking account, I have been banned from logging into my online account, and that account remains open and will\neventually start charging me fees. Honestly, the situation could be much worse. If I didn't have my credit card on auto-pay already, then I also wouldn't be able to pay my credit card statements, and those would accumulate interest and ruin my credit for missing payments.\n\nI might, at some point , drive several hours to the nearest Citi branch just to resolve this situation, but in no way should this be required of a consumer. I don't even have a guarantee that I will be allowed to fix my account and close the checking account if I do this.","date_sent_to_company":"2024-07-23T09:51:55.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"537XX","tags":null,"has_narrative":true,"complaint_id":"9587779","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-07-23T08:49:54.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["To remove the block to log into my account, I <em>must</em> provide my <em>checking</em> account info ... which is only available if I can log into my account. Despite continuously explaining this and the fact that the other representative had no <em>problem</em> verifying my identity and accessing my account with just my credit card, this second representative would not relent.\n\nI was only provided 2 alternatives. I could provide a debit card number."]},"sort":[13.479065,"9587779"]},{"_index":"complaint-public-v1","_id":"4668112","_score":13.307589,"_source":{"product":"Checking or savings account","complaint_what_happened":"Problem is with Wells Fargo. \n\nMy identity was stolen and four ATM withdrawls were made ( all withdrawls were made on Saturday, XX/XX/2021 in the following amounts {$200.00}, {$800.00}, {$700.00} and {$300.00} from two seperate locations ) Once I saw these transaction pending I called Wells Fargo and explanined these transactions were not made by me. The accounts affected were frozen immediately on Sun. XX/XX/2021. I called the next day to have both checking accounts closed, spoke with the Fraud Department to file a claim. \n\nBy XX/XX/2021, Wells Fargo sent me two letters. My checking account that was pending an online transfer to my other checking account was resolved. Wells Fargo approved my claim for an fradualent onlinetransfer and I was not liable for that transaction and returned my funds to the appropriate new checking account set up.\n\nSecond letter denied my claim in regards to the four transaction of ATM withdrawals that took place was denied. It was indicated in the letter \" Based on the information available to us, and because the transaction were made using your card and Personal Identification Number ( PIN ), we found it was made by you or someone who had your permission ''. \n\nFirst, my ATM Card never left me the entire time. Second as I explained in my initial claim, I was never in the area where the ATM Withdrawals happened. No one from Wells Fargo Claims Deparment contacted me in regards to thses claims. On Mon. XX/XX/2021 I spoke with someone in the claims department to see if they can open my claim. It was escalated to the Executive Team to reopen my claim. At this time I made two more calls to speak with the Claim Case Worker \" XXXX '' and each time I was told he was not available to speak with me and a decidsion would be made in 10 business days. I requested XXXX to call me to discuss my claim to clarify that my ATM Card never left my possission, nor I approved any ATM Withdrawals. \" XXXX '' finally call me back to indicate that the claim was closed yet again and either I made the withdrawals or someone else did. Again I explained the withdrawals were not made by me, my card never left my possession. Then I told him that someone must have duplicated my card, he stated that was impossible. So I asked him, how were these withdrawals made? In my 23 years with Wells Fargo, I never made any ATM withdrawls in those amounts and why were these not flagged as a security breach? Why should my ATM Fruad be treated any differently than my Online Fraud, which the Online Claims Department approved my claim and indicated as Fruad. At this point \" XXXX '' indicated he could do no more and the case was closed.","date_sent_to_company":"2021-08-27T20:11:11.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30101","tags":null,"has_narrative":true,"complaint_id":"4668112","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-08-27T19:36:55.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I called the next day to have both <em>checking</em> accounts closed, spoke with the Fraud Department to file a claim. \n\nBy XX/XX/2021, Wells Fargo sent me two letters. My <em>checking</em> account that was pending an online transfer to my other <em>checking</em> account was <em>resolved</em>. Wells Fargo approved my claim for an fradualent onlinetransfer and I was not liable for that transaction and returned my funds to the appropriate new <em>checking</em> account set up."],"sub_issue":["<em>Problem</em> using a debit or ATM card"]},"sort":[13.307589,"4668112"]},{"_index":"complaint-public-v1","_id":"2939081","_score":12.976124,"_source":{"product":"Checking or savings account","complaint_what_happened":"This is a conflict between Citibank and XXXX XXXX XXXX, and I have been stuck in the middle with my money missing between the two. While XXXX has been helpful, Citibank has been evasive and uncooperative, and seems to not truly know what happened to the money. The story is as follows. \n\nDuring fall of XX/XX/XXXX, I received monthly rent checks from my roommate ( he banked with XXXX XXXX XXXX ). On XX/XX/XXXX, I tried to deposit a rent check for {$850.00} via my Citibank mobile app. After receiving an error message and no deposit confirmation, I took the check and deposited it physically to my XXXX XXXX account at a local ATM ( there are no Citibank ATMs in my state ). \n\nSix months later, in XX/XX/XXXX, I received a letter from XXXX XXXX noting a double deposit and stating that the funds had been corrected and sent back to the bank of issue ( XXXX ). This was the first time I was made aware that the check had been accepted by the Citibank mobile app and hence deposited twice. With this correction from XXXX XXXX, it seemed the problem had been resolved. \n\nHowever, a week later, I received a letter from Citibank also stating a double deposit and notifying me the funds there would be withdrawn on XX/XX/XXXX. This means both banks debited my separate accounts for {$850.00} ( total of {$1700.00} ). \n\nI contacted my former roommate ( now living in XXXX ) and he confirmed that yes, in XX/XX/XXXX his account was debited for {$850.00} twice but he hadn't noticed it then. However, he reports that on XX/XX/XXXX only one of those amounts of {$850.00} was returned to him. \n\nAt this point I began working with XXXX XXXX XXXX to help understand the issue. \nA bank manager later confirmed that the {$850.00} returned to them and their member ( my roommate ) came from XXXX XXXX. XXXX  claims that they never received {$850.00} back from Citibank. Citibank, on the other hand, insisted that the money had been sent back. \n\nI put my Elevations contacts in touch with a Citibank manager so that the three could figure out the issue. However, email exchanges between the three became heated, with accusations flying of which bank had the money. After XX/XX/XXXX, all three stopped responding to my emails and calls asking for help with the issue. \n\nI continued to pursue the issue with Citibank, contacting multiple customer service representatives to try and find the proof Citibank claimed to have regarding the money being sent to Elevations. \n\nFinally, on XX/XX/XXXX, a Citibank research inquiry claimed that it found the transmittal number proving that the money was sent back ( they previously \" couldn't find a transmittal number '' ). Citibank insisted that XXXX would need to fax them for this info. I was finally able to convince XXXX  to do so. But while they faxed a request for the transmittal number to Citibanks back office so they can locate the money, they have not heard back from Citibank. I am utterly disgusted by Citibank at this point. This issue should not have take over a year to be resolved. If Citibank truly has a transmittal number, it should be easy to share it with XXXX XXXX XXXX so XXXX  can reimburse me. If Citibank does not have a transmittal number, then they must have \" lost '' the money or have it somewhere, in which case Citibank owes me the funds.","date_sent_to_company":"2018-06-18T20:39:58.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80206","tags":null,"has_narrative":true,"complaint_id":"2939081","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-06-18T20:09:48.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["This was the first time I was made aware that the <em>check</em> had been accepted by the Citibank mobile app and hence deposited twice. With this correction from XXXX XXXX, it seemed the <em>problem</em> had been <em>resolved</em>. \n\nHowever, a week later, I received a letter from Citibank also stating a double deposit and notifying me the funds there would be withdrawn on XX/XX/XXXX. This means both banks debited my separate accounts for {$850.00} ( total of {$1700.00} )."]},"sort":[12.976124,"2939081"]},{"_index":"complaint-public-v1","_id":"2814684","_score":12.947107,"_source":{"product":"Student loan","complaint_what_happened":"Good afternoon, My complaint is just to have a record of the type of problems I've experienced consistently with XXXX XXXX. They service all of my Federal loans as well as my teach grants. Throughout the years I have had problems with the company losing my paperwork, claiming never have to received it, not contacting me about any problems or issues, or not correcting problems after I have called in and thought they were resolved. \n\nTwo examples stand out in my mind. In 2016 I needed to reapply for income-based repayment. At the same time I applied to switch to the revised pay as you earn payment plan. I submitted paperwork in XXXX and needed to follow up with additional documentation. I printed the document available that I found searching their website through XXXX because I couldn't find it through their web page itself. When I mailed it in apparently it was the out of out-of-date form. I looked at the forms and they were the same as far as I could tell, but I printed out the new form and sent it in. This time, they said I missed filling out a section. Therefore I had to fill it out again and send it again. \n\nAt this point, everything was technically my fault, but XXXX XXXX did not contact me in a time of effective manner through the process. I had to call in every time to check on the process. By the time I sent in the third form it was already XXXX, and my due date was at the end of the month. So I sent in the third form via certified mail, and the post office confirmed that the information was received by XXXX XXXX. XXXX XXXX claim to have never received the form. Finally, a customer service agent suggested that I faxed in the form because it was generally faster that way. I hesitated because I wanted to confirm they had received it, but did it anyway. I don't know why nobody had suggested this before. I suppose I also could have asked about this, but in general XXXX XXXX was not helpful in any suggestions about the best way of doing or accomplishing any tasks that they required. \n\nAfter I fax in the information, no one confirmed that they had received it, so I called in again. It took the customer service agent a while to find my information, but confirmed that the fax had been received. Although previous customer service workers had assured me that as long as I got the information in before the XXXX due date of the loan, I believe to be XX/XX/XXXX, everything would be effective for the month of XXXX. That was not the case. \n\nBy the second week of XXXX, I called customer service again to follow up on the status of my application. At this time I found out that I needed to apply for immediate forbearance because the amount I was to pay, over {$900.00}, had not been adjusted. In fact, the paperwork needed to have been processed by XX/XX/XXXX, therefore needed to be received by XXXX XXXX around XX/XX/XXXX in order to adjust the payment amount So, I had the application for forbearance go through, which was effective immediately. It's frustrating that for some reason forbearance is the only service that be provided immediately. At the end of XXXX I followed up to make sure that everything was going correctly. I found out that my forbearance would continue until I was billed at the end of XXXX because they haven't processed my payment plan transition. Throughout this process not even one person was able to call me back to give me some kind of status update. Each time, I had to make room in my schedule for somewhere around an hour 's worth of conversation with XXXX XXXX due to the time on hold, the fact that I required multiple service escalations, and the fact that I had to reassess plane my situation every time, completely, for the new person I spoke to. Everything finally got worked out, but it is unbelievable to me that it took almost half a year for one change to go into effect. \n\nThe reason I'm writing this complaint is because I have just gone through a similarly frustrating situation was XXXX XXXX   although at a different level. I recently applied to refinance three of my high Interest Federal loans with a private bank offering substantially  lower interest. This seemingly simple operation has resulted in multiple phone calls over the last three weeks. \n\nI gave complete information to my new private lender and they sent out the funds in three separate checks for the three separate loans that I am refinancing. XXXX XXXX received the first two on  XX/XX/XXXX. They applied the payments to all of my loans, not the loans the checks designated. I noticed this and called in to have it fixed a few days after the money posted to the account. The representative could not find the third check for me, but expedited the request to reapply the funds to the appropriate loans. The issue was resolved in a few days. He also noted that a third check was coming and it should be applied to the specific loan I had originally requested. \n\nWhen the third check was received by XXXX XXXX on XX/XX/XXXX, I noticed that XXXX XXXX again apply the payment to all of the loans instead of the single loan I wished to refinance with the funds. In addition, some of the funds had been applied to loans with a XXXX balance, showing overpayment on those loans. I called in on XX/XX/XXXX after my account was updated to reflect this problem. The customer service representative submitted a request to reapply the funds to the appropriate loan. He also commented that he marked the request as urgent and should be expedited. I made sure he knew which loan it was and he confirmed by repeating the date, the amount, and the interest rate attached to the loan. He said it should be done by Friday. \n\nNeedless to say, I did not see my account updated on Friday. On Monday, XX/XX/XXXX, I emailed the company because I didn't have time to get on the phone with them. I was requesting a status update. On Wednesday, XX/XX/XXXX, I called to follow up again. This time I found out that instead of reapplying the funds appropriately as I had discussed on the previous Tuesday, XXXX XXXX that the money that they overpaid on my XXXX balance loans had just been processed to go back to my private bank. I spoke to three customer service representatives only to find out that they don't know if that action can be cancelled and reapplied to the appropriate loan. There is no one to contact me to update me with any information. Instead, I must again call back, waiting on hold until I get ahold of the right person, to see if they canceled the action in time. If they didn't, I'm going to have to work something out with my private bank. I don't know what that's going to entail, I don't know how long it's going to take, I don't know how many more dollars I'm going to have to pay in interest because of this fiasco, or if that's even information they will have for me on Friday. If they were not able to cancel the action in time, I'm going to have to wait for the whole holiday weekend to go through. If for some reason I have to reapply for additional funds from my private bank, they have to get sent to XXXX XXXX through the XXXX XXXX, and then XXXX XXXX has to apply them to my loan balance, and then I have to call back in so that they're reapplied correctly, it will be another process with XXXX XXXX   that has taken more than a month to resolve. \n\nMy problems with XXXX XXXX can be boiled down to a few points. They have no time effective way of contacting customers in order to let them know changes have occurred, problems have been addressed, the status has been updated. They do not call or inform customers when something has been applied incorrectly, when they are sending funds back to another Institution, or when they can not process a request. The representatives are not trained appropriately because not only did I get conflicting information, some of it was plain wrong. Additionally, the process to fix immediate problems takes way too long. \n\nOne of the terrible things about XXXX XXXX is that I can't choose a different servicer. Additionally, I can not petition anyone in the government to address problems with employees or processes. Because XXXX XXXX contracts with the federal government and essentially blocks borrowers into a frustrating combination of the worst of both the private and public sector, the government really should have more oversight regarding these companies. I don't really think there's anything that the government can do to punish or change the processes of XXXX XXXX right now, but I want people to be aware this issue exists and if there's a pattern, maybe the government can step in or revoke their contract.","date_sent_to_company":"2018-02-14T20:40:22.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"22153","tags":"Servicemember","has_narrative":true,"complaint_id":"2814684","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AES/PHEAA","date_received":"2018-02-14T19:46:41.000Z","state":"VA","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["Good afternoon, My complaint is just to have a record of the type of <em>problems</em> I've experienced consistently with XXXX XXXX. They service all of my Federal loans as well as my teach grants. Throughout the years I have had <em>problems</em> with the company losing my paperwork, claiming never have to received it, not contacting me about any <em>problems</em> or issues, or not correcting <em>problems</em> after I have called in and thought they were <em>resolved</em>. \n\nTwo examples stand out in my mind."]},"sort":[12.947107,"2814684"]},{"_index":"complaint-public-v1","_id":"3122774","_score":12.572149,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX . \nXXXX XXXX, FL XXXX XXXX home office XXXX cell XXXX This is the letter I sent earlier in the week to the Office of the President at the fax listed on the letter. I think this is the easiest way, I can in fewer words convey the difficulties I'm having. Yesterday was the final blow when they sent me the third mortgage escrow analysis in the last few months, this one showing I have an overage of {$14000.00}. These are the last people who need to be handling our mortgages. They're cooking these books. Their junk fees they're always adding, if accrued would give them enough arrears to push most people over the edge into foreclose, if they don't realize unless called for in their mortgage, can not legally be added. Please correct me if I'm wrong. \nHere 's what I sent : XX/XX/XXXX Office of the President 5/3 Bank Fax # XXXX RE :  QWR - Regarding Mortgage Loan Account # XXXX Dear Sir/Madame : I originally wrote this letter to you on XX/XX/XXXX but after receiving a call from XXXX, with Fifth Third, advising she had been assigned as my exclusive contact, along with a direct telephone point of contact, I was hopeful it would be unnecessary. After repeated assurances Fifth Third was working diligently and expecting a resolution soon, I didnt send it at that time. Ive changed the date to todays date and am now sending this letter to you, as this is past the critical stage and heading to catastrophe and my repeated messages to XXXX on my direct line have gone unanswered. If I can not get resolution to this matter by Wednesday, XXXX XX/XX/XXXX, it is my intention to engage the assistance of a group of lawyers, which I can assure you will cause far more expense and difficulty, if that is possible. \n\nYour bank has made a serious error regarding the above account and my efforts using your standard methods have not been successful, so Im reaching out to you today in hopes you can help get this issue resolved. \n\nUnfortunately, Ive very ill right now and am unable to provide exact dates of everything as theyve occurred, as Ive been unable to return to my office where my records are kept. Hopefully, with the estimations Ill provide, youll be able to determine where things went wrong. \n\nI live in XXXX Florida and was a victim of Hurricane Irma. I received forbearance assistance, for which I was very grateful, while I fought and continue to fight my insurance company to get my home returned to its pre-storm condition. I recently participated in the modification trial period and my mortgage was modified in XXXX, XXXX. \n\nSo far, Ive received two checks which were made out to myself and 5/3 which I promptly deposited into what I was told was an escrow account for insurance proceeds, to be paid out when work to my home was complete. The first check was deposited and according to your protocol, I called for an inspection. No inspector ever came but I did finally receive the check for my roofer and he was paid. The second check, which was deposited somewhere around XX/XX/XXXX was in the amount of {$8400.00} and cleared your bank XX/XX/XXXX. Around XXXX, XXXX I submitted paperwork for my fence contractor to be paid. When I heard nothing back, I called and was told it was never received but a bit later in the conversation, alas they found the request. I was told it would be processed and Id have the funds in 7-10 business days. Im still in the throws of remediating mold in my home, so it may have been 3 weeks before I called again as there was still no check. At this point Im getting threatening letters from my fence XXXX who has completed his work sometime ago and if not paid very soon, will be turning me into a collection agency. Having just completed 5 years payout on a Chapter XXXX bankruptcy I was forced to file after my husband died, this is now of grave concern to me as Ive worked very hard to get my credit back in good standing. I called and again I was told there had been a delay but was once again reassured Id receive the funds in 7-10 days. Still no check, phone call or letter of explanation ever arrived. I called again on XXXX XXXX and was told there was an issue with my account, i.e. I only had {$34.00} in my insurance escrow account. Now its getting very serious! \n\nSomewhere within that time frame of phone calls and after my modification, I was notified the annual escrow analysis had revealed an overage in my account and Id be receiving a check of around $ XXXX. It didnt occur to me those were actually insurance funds because they were such different numbers. Only after reviewing my last mortgage statement where I saw my taxes and insurance had been paid, did I begin to put it together. \n\nNow Im being told regarding my modification they are redoing the numbers, unfortunately, I believe its being done with insurance claim funds that are meant to restore my home and desperately needed in order to keep from further damaging my credit. I wish I were more confident Id receive some immediate help but having sent several QWRs in the past which never received a response, I cant help but worry this too will be another disregarded and ignored request. I dont have the dates of those QWRs at this moment but can provide those once I can get back to my office. \n\nIn addition, Im constantly having to call for removal of what I call drive by fees, I believe your term is inspection fee for {$12.00}. When I spoke to the bank yesterday, having seen more on my statement, I asked they be reviewed. Ive been told by legal council if those fees were not spelled out in my mortgage documents, they can not be collected. Your Fifth Third representative advised those were legal fees if one was in arrears ; however, Id just been reassured my account wasnt showing arrears or not in good standing, simply showing it was being modified and the forbearance was not being reported to the credit agencies and all was well. My mortgage documents do not permit these fees and theyve always been removed before ; however, it is quite troubling they continue to be added and I must be vigilant or theyll continue to be added to my account, which is in my mind, a type of fraud. I would also appreciate if you would instruct those fees never be added to my loan again and any I may have missed, also be refunded. \n\nAfter many hours on the phone with different departments, I fear this has become such a convoluted mess, involving so many different departments and personnel, it will take someone in extreme upper management to get this issue resolved, hence this letter to you. \n\nTime is of the essence and this has the potential to be a serious legal problem. Because Ive received such a run around, I felt it necessary to contact the CFPB. I plan to file a formal complaint this afternoon. \n\nThis is absolutely unacceptable and these issues must be addressed immediately, the inspection fees removed, corrections made and checks provided to myself for the {$2300.00} which was the down payment on the fence and to the remainder to the contractor, XXXX XXXX, who has completed his work. \n\nPlease help me resolve this issue which left undone could have catastrophic results for both 5/3 and myself. \n\nRegards, XXXX XXXX XXXX XXXX home/office XXXX cell","date_sent_to_company":"2019-01-11T22:09:04.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33919","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3122774","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2019-01-11T21:03:54.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is absolutely unacceptable and these issues <em>must</em> be addressed immediately, the inspection fees removed, corrections made and <em>checks</em> provided to myself for the {$2300.00} which was the down payment on the fence and to the remainder to the contractor, XXXX XXXX, who has completed his work. \n\nPlease help me <em>resolve</em> this issue which left undone could have catastrophic results for both 5/3 and myself. \n\nRegards, XXXX XXXX XXXX XXXX home/office XXXX cell"]},"sort":[12.572149,"3122774"]},{"_index":"complaint-public-v1","_id":"2893075","_score":12.46013,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"To : Consumer Finance.gov/XXXX \n\nDear Sir/ Madam.\n\nI would like to place complaint on Discover Credit Card Holders.\n\nI had Discover Credit Card since XXXX. For all those years I did not had any problems to pay my bills in tame and I used Credit Card wisely. In XX/XX/XXXX Discover start calling me during my working time and demanding call them back immediately. I an XXXX  and during regular business hrs always busy with XXXX  and do not want someone was listening my conversation with Credit Card Customer Service. I call them on Saturday in end of XXXX after I trayed make payments on my balance. I found that my on-line access was blocked. I contact with customer service to asking why I can not access my account and representative was unable to answer on my question. He and start tell me some story about Social Security Office requested to check my identity. I was laughing on this news and I asked to connect me with Manager. I was communicating with not sure whom and this person told me that Discover send me letter with questionaries and I MUST to fill up it and add a couple copies of bills and IMMEDIATELLY send it back. I agree and after I received letter in beginning of XXXX I did what they ask me and mail letter back. I was waiting for one week and no answers and my account still not open. I call back to Discover, because I wanted make payment on my account and due date was XX/XX/XXXX. Representative again gave me some nonsense about checking my identity. I asked WHY NOW? I am with Credit Card for 9 years without any problems. What happens why they behave this way and make me so uncomfortable??? I did not receive answer. Again, some manager explains that on my SS number was opened account with different name and address and they need investigate this and send report to Credit Monitoring Companies. Here I begin to worried about this news. I did not saw my account transactions since XXXX and I did not knew balance and could not see all transactions. I ask about balance and decoded pay off my card right away. Manager accept XXXX payment through phone. I ask send me hard copy my card balance and he promised do so. I was waiting for 2 weeks, no statement, account still block, so I was so upset and call Discover again. No one was able to tell me what going on and why I did not receive statement and they informed me that my balance now XXXX , I was o upset and asked open my access I want to see transactions on my account and make payment, I decided pay off all what I owe this company and close account. I told about this to some Manager not sure who and pay off through phone again and REQUEST to CLOSE MY ACCOUNT. I explain that I dont want have deal with this Credit Card company who keep assaulting me for no reason without explanation without respect. I cut off card and requested did not bother me again. I to weeks I received E-mail from Discover. They informed me that THEY were unable to verify my personal information and Immediately closed my account. They informed that my Credit Score Will be affected this and recommended contact Credit Bureau directly. I still did not received hard copy of my statement and I did not saw my transactions for 2 months.\n\nPlease help me understood and resolve this issue. I still did not know why they behaving this way. I have other credits card, Mortgage, Student Loan, Car loan and no one contact with me regarding those accounts or problems with my identity. What it was about? Why Discover insulting me and now trying spoil my Credit History? I need to understood this and I need to see my statements and transactions for XXXX and XXXX. I am Providing Discover Card E-mai. \nWith all my regards XX/XX/XXXX Important Info Regarding your Account Dear We are writing to notify you that we have closed your Discover card account effective immediately. We regularly conduct reviews to evaluate our customers ' accounts, and during a review, we were unable to verify personal information on your account. We evaluated your account and under the terms of your Card member Agreement, a business decision was made to close your account. Our credit decision was based in whole on the information found on your account.\n\nAny Cashback Bonus or Miles rewards balance will be applied as a credit to your account, or, if the account has a XXXX balance at the time of closure, a check will be issued. If your account has a credit balance, you may request a refund check, or one will be sent automatically after four months of the credit balance being on your account.\n\nWe will report to the credit bureaus that the account was Closed by Grantor. Questions on how this may impact your credit score can be addressed by contacting the credit bureaus directly.\n\nIf you have any questions, you may write to us at : Discover Financial Services XXXX XXXX XXXX XXXX, DE XXXX Sincerely, Discover Corporate Security","date_sent_to_company":"2018-05-02T04:40:41.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"11235","tags":null,"has_narrative":true,"complaint_id":"2893075","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2018-05-02T00:22:41.000Z","state":"NY","company_public_response":null,"sub_issue":"Was not notified of investigation status or results"},"highlight":{"complaint_what_happened":["Please help me understood and <em>resolve</em> this issue. I still did not know why they behaving this way. I have other credits card, Mortgage, Student Loan, Car loan and no one contact with me regarding <em>those</em> accounts or <em>problems</em> with my identity. What it was about? Why Discover insulting me and now trying spoil my Credit History? I need to understood this and I need to see my statements and transactions for XXXX and XXXX. I am Providing Discover Card E-mai."],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"]},"sort":[12.46013,"2893075"]},{"_index":"complaint-public-v1","_id":"3981164","_score":11.444244,"_source":{"product":"Checking or savings account","complaint_what_happened":"I Tried making a purchase and was declined after using it a couple hours prior successfully. I called to check the issue and found out my bank of america account was closed. It was not much trouble to get them to reopen it though, after a couple days they reopened it. But when they did my account was negative XXXX approximately. This was the same amount I had filed a fraud claim for at the beginning of XXXX. \nWhen I didn't receive my edd bank card on the Friday it was showing in my informed delivery from the post office I didn't understand why. Waited the weekend, it never showed up on Saturday and come Monday I thought for sure it would be here. Didn't show up so I called to find out why. I asked the agent what the balance was on my account and he told me it was several thousand less than what I told him it was suppose to be. I informed him I had yet to receive my card and then he let me know there was a list of transactions on my account. We agreed that it must have been intercepted or something and was being used. I filed a claim with him and he closed that card and reissued a new card and express delivered it to me. It arrived like a day or 2 later. I was able to access the remaining balance and within 10 days I was issued temporary credits totaling the amount that was missing. Finally in XXXX I was sent a letter by the claims XXXXfraud department for bank of america stating that my temporary credits were now permanent and the investigation was complete. Fast forward to XX/XX/XXXX and during my account being closed those few days I had debits showing totaling the same amount as my claim. \nAbout a week later I get a letter in the mail just like the first one but this time it says they completed the investigation and fraud was suspected on my account and they are taking the money back. As if they never sent the first letter! I still have both letters. This put my account negative {$3.00}, xxx.xx They couldn't tell me anything on the phone after several calls over several days of calling waiting hours on hold sometimes 8 hours a day! I mostly was hung up on before talking to anyone. 2x I was able to talk to somebody and both of them hung up on me without helping me. I was never rude or even acting as if I was upset. I feel they just didn't know how to handle my situation and decided it would be easier to not try and resolve my issue. \nA couple months or so ago I got ahold of a representative from bank of america who didn't hang up on me and was able to escalate my new claim I was told I needed to make, but she was only able to make notes ( whatever that means ) on my account for whomever is to fix it for me, but she was unable to give me any kind of time frame as to when they would fix the problem. It's been roughly 2 months now and they have been getting my deposits from edd and putting it towards this negative balance. I have contacted state senator and had assistance from my district representative but she has been unable to get anything resolved for me. She attempted to have my payments switched to checks but that was over a month ago and they are still depositing the money to my bank of america debit card. They have gotten the last 10 payments totaling around {$2500.00}. I have had no money over 2 months now. Nobody has fixed the issue still.","date_sent_to_company":"2020-11-30T10:21:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"95991","tags":"Servicemember","has_narrative":true,"complaint_id":"3981164","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-11-30T09:46:03.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I called to <em>check</em> the issue and <em>found</em> out my bank of america account was closed. It was not much trouble to get them to reopen it though, after a couple days they reopened it. But when they did my account was negative XXXX approximately. This was the same amount I had filed a fraud claim for at the beginning of XXXX. \nWhen I didn't receive my edd bank card on the Friday it was showing in my informed delivery from the post office I didn't understand why."]},"sort":[11.444244,"3981164"]},{"_index":"complaint-public-v1","_id":"4396952","_score":11.195042,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Experian Boost application is not functioning and providing the services that are being marketed. I downloaded the app, created an account and successfully linked my XXXX XXXX XXXX accounts. Afterwards, I initialized the boost feature. Experian went through my account and located qualifying payments that could be used on boosting my credit score. I received notification that qualifying routine payments for subscriptions and utility bills had been found ; and, that they were \" ready to add '' to boost my score. I was directed to click on the \" Manage My Boost '' button ( via the phone app ) or the \" Verify my Accounts '' ( via the online app ). Each of those buttons appeared to be navigating to the \" XXXX XXXX XXXX  '' page where I can manage which accounts get added onto my credit report. This would have served as the final step before immediately having my FICO score \" boosted ''. Unfortunately, the page never loads. The Experian loading logo spins around and around UNTIL THE SESSION TIMES OUT ( both via phone or chrome web browser via PC ). I have attached a video. To be soo close to boosting my FICO score to a qualifying tier for loans and yet unable to proceed forward due to a technical problem on Experian 's end is beyond gut-wrenching and agitating. This was on the first day of signing up for the service. \n\nI called Consumer support and explained, but they could only submit a feedback form to Experian. There is no way to contact technical service or any real Experian employees. There is no way to check on the status of a technical support ticket. \nI emailed Experian Direct, Customer Care <membership@experiandirect.com> and sent screenshots and screencasts of my issue. The email was met with a generic reply. I have called every week, 2-3 times a week since XX/XX/XXXX to get updates on my \" ticket ''. However, there is no such thing as a technical support case or ticket for Experian. \n\nI received an automated email that said the technical support team would resolve issues in the order that they are received and that there is no resolution time frame or response time frame. Customers can not even request a callback regarding technical issues. Unlike other financial institutions or telecommunications companies, access to assistance does not exists for Experian when their product fails to function. \n\nThis is not a matter or a financial dispute on a credit report. My complaint is directly with Experian, because they are not providing a service that is advertised and they are inaccessible for reporting technical issues. Imagine if every time you logged on to do online banking the transfer button timed out on a screen. \n\nI have called the XXXX, 3 times a week since the week of XX/XX/XXXX. I have also called the XXXX number. Every time, I speak to a person in a call center and I must re-explain the issue. None of the CSRs can assist because they can't approve these counts over the phone for me or directly contact technical support teams. I have submitted several \" tickets '' ( feedback forms ). I have sent emails : XX/XX/XXXX, XX/XX/XXXX XXXX, XXXX XXXX and XXXX.Each time, I submit screenshots and screencasts. The response I get is an automatic email reply that \" acknowledges '' that my email was received. I have yet to hear back from a real person in the know. \n\nWhen requesting credit reports from the linked bureaus ( especially XXXX ), the application often fails and the information regarding debt-to-income ratio is woefully outdated. Furthermore, the app is set up in a way that implies that paying for upgraded services would offer more assistance. It does not and if you choose to cancel an upgraded membership for lack of customer service, the fees are non-refundable. \n\nThis product is marketed as a way to improve credit scores that would empower lower middle-class Americans to reach goals that are slightly out of reach, and maybe for some accounts it works, but when the technical operations cease to function as intended, there is no help for those who need assistance. For me, my credit score was 4 points short of the next tier. The boost would have enabled me to get financing for a vehicle that I need to purchase because there are no public commuting options due to the pandemic restrictions. Now I spend my days checking, hoping that this might be the day that the technical team resolves my issue and I can reach my next step. Unfortunately, this waiting has no end in sight. \n\nIf this product is reputable, why can't people leave reviews on it or contact actual staff? This is a well-marketed, but poorly executed product that is all too successful at preying upon middle-class Americans ' hopes while peddling upgrades for unnecessary services. Experian, you can and should do better.","date_sent_to_company":"2021-05-21T23:24:41.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"97405","tags":null,"has_narrative":true,"complaint_id":"4396952","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-05-21T23:24:37.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["I received notification that qualifying routine payments for subscriptions and utility bills had been <em>found</em> ; and, that they were \" ready to add '' to boost my score. I was directed to click on the \" Manage My Boost '' button ( via the phone app ) or the \" Verify my Accounts '' ( via the online app ). Each of <em>those</em> buttons appeared to be navigating to the \" XXXX XXXX XXXX  '' page where I can manage which accounts get added onto my credit report."],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"]},"sort":[11.195042,"4396952"]},{"_index":"complaint-public-v1","_id":"3992415","_score":11.116072,"_source":{"product":"Mortgage","complaint_what_happened":"There are two parts to this complaint ; Part 1 for a internet problem, that will tie in Part 2 for Home Affordable Modification Program ( HAMP ) Pay for performance. \nIt appears to me that SLS may have violated federal law concerning the following complaints, If not more.\n\n( 1 ) Federal law requires the servicer to investigate your disputes and make any corrections within 60 business days. \n( 2 ) In violation of the terms in the mortgage ( 3 ) The new servicer must honor the terms and conditions of your original mortgage agreement, with the exception of those directly related to servicing the loan. \nPart 1 is regarding my access to my SLS internet account, and as to the complete and utter fiasco of a simple problem, which was due to SLS problems and in no way with any problems or any fault of my own. This has taken my valuable time, undue stress, mental anguish, frustration, and has taken my peace away through this ordeal, in addition to the Corona virus. \nOn many occasions when speaking to SLS reps, I indicated to them that in a good faith effort I was trying to resolve these matters without filing a complaint with the Consumer Financial Protection Bureau but to no avail. Additionally, when I had spoken to a SLS rep. for escalation I asked them to have a supervisor or someone to call me or email me with a follow up, No one called or emailed me at that time. \nKeep in mind, that the SLS internet problem alone, had taken 20-30 or more phone calls from me, and about 15 Hours of call time. \nI had internet access to my SLS account and made payments and reviews on my Mortgage account. However, somewhere on or about XX/XX/XXXX when I accessed my account and went thru the login procedure, a screen came up stating that my account was not viewable and showed in large letters Bankruptcy, my access was blocked. I failed to keep a copy of that date But, I am providing a copy of what it looked like in XXXX XXXX See EXHIBIT A. \n\n\n\nPage 1 After getting locked out of my SLS internet account, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ) which SLS uses. Each time I had spoken to XXXX XXXX XXXX I had asked them to verify that my account, they stated each and every time I had called it was OK and not in bankruptcy, they said it looks like SLS had failed to check something on or off on their side. I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. I stated to them what XXXX told me but they did not know what to do about it. \nBy being locked out of my account, I could not use the internet or make a onetime payment, by using my cell phone on several attempts. I put in all the information which was required from my cell, got to the end and it stated that the transaction was not allowed. Therefore, I must call them to make a payment, and here I go again with being routed to XXXX and all of the hold times, as stated above with the call process. \nKeep in mind that the SLS internet problem alone, had taken 20-30 or more phone calls from me, probably 12 Hours or more on the phone. \nAfter getting nowhere with SLS reps. who kept telling me It was showing up with them as bankruptcy, and or my account was escalated and it in review, I made another call and asked to speak to SLS internet Services. I explained what was going on with my account being locked out. The rep tried to help me, but he could not get anything done on his end and that I would have to contact a SLS customer service rep. I asked to speak to his supervisor and he said hold on while I get XXXX. After a brief hold, he came back and told me his supervisor looked at my account and stated his supervisor found the problem, it was in no way my fault it was a SLS problem and that a box needed to be unchecked or checked at this time I do not remember if he stated checked or unchecked. He told me that the problem should be resolved within XXXX hours. I waited for 3 days ; the problem was not corrected, waited another 2 days problem not resolved, waited for a week problem not resolved. \nAfter complete frustration and anguish, Very early one morning around XXXX I called SLS again. \nI told the rep what was going on, he stated that my job is to get this corrected ; I will take time to completely review your account, which he did. \nPage2 He informed me that he had found SLS errors in my account and took his time to correct them all, some things were not where they should be and others were missing where they should be. Said I was good to go now. \nI waited for 3 days and logged into SLS, went thru my verification to gain access to my information, but still got account not viewable Bankruptcy. \nShortly after that, I received a document from SLS Dated 7XX/XX/XXXX which in part stated : According to our records, the above-referenced account is delinquent. SLS is encouraging you to contact us to discuss possible loss mitigation options. \nSee EXHIBIT B I had NEVER BEEN LATE. \nON XX/XX/XXXX XXXX I called SLS back and was told to disregard the letter. Which I did. \nI called SLS again, and went thru the process with XXXX, then SLS and finally reached a SLS rep. I was told again, that my account was still under review. During that call I asked for a supervisor, and was placed on hold. The rep came back on to tell me that supervisor was unavailable and I asked to have the supervisor to call me or email me, and if I did not answer to leave ne a message. Again, no call, no message or email. \nAfter several more calls to SLS again, when I tried to call SLS my calls were ALLWAYS directed to XXXX XXXX XXXX ( XXXX ), I had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message and holding for a rep to answer. Again each time, I stated to them what XXXX said, it looks like SLS had failed to check something on or off on their side, but the reps told me my account was under review and that was all that they knew. \nI called the Homeowners HOPE Hotline which assists with access to free HUD certified counseling services. They gave me a number for a HUD counseling firm. However, I told them I just had one simple question to ask I was told I would have to give them all of my personal information including my SS Number etc, before they could help me. It was almost like they wanted me to refinance a home or something, I hung up. \nPage 3 I recalled HOPE and asked to have my request escalated ; they gave me a number for an escalation firm named XXXX XXXX which has HUD-Certified Housing Counselors. \nOn or about XX/XX/XXXX I contacted XXXX XXXX and spoke to XXXX, a female counselor, which was very good with her help and knowledge and I explained my SLS internet problem and all of the trouble and phone calls that I made to SLS which, they could not get corrected. She suggested a three way call to SLS. \nOn or about XX/XX/XXXX We contacted SLS and of course again, got directed to XXXX XXXX XXXX ( XXXX ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, after I agreed with them to let XXXX to be able join the conversation. We explained to the SLS rep about the problem. She reviewed my account and told me it was OK, and that I would have to talk to an SLS customer service rep. I interrupted and stated that : XXXX said, it looks like SLS had failed to check something on or off on their side. After a short time, she came back and told us, yes, I found our problem and I corrected it. \nSo, almost at the onset of the internet problem XXXX said, it looks like SLS had failed to check something on or off on their side, which was true, so all of the calls and aggregation etc, which this entailed should have been a simple fix, which it was. Shortly after this episode I got my SLS internet account back to use. However, my phone calls still got redirected to XXXX after the fact. \nSTART PART 2 Home Affordable Modification Program ( HAMP ) Pay for performance. \n\nWhile we were still on the 3 way call on or about XX/XX/XXXX I asked the SLS rep about my HAMP Pay for performance. \nSpecifically asking her to look at my account and see if she could find any credits or principal reductions due to my pay for performance. XXXX borrowers incentive ) It should show up to $ XXXX year for the first 5 years and a {$5000.00} Onetime payment at the end of year six. \n\nAfter a while, she came back on the phone and stated that she did not find anything. Then she stated that the HAMP Modification had ended, so that would not apply any longer. I then knew I was talking to the wrong person due to the lack of her knowledge. I explained the HAMP Program, and asked her to pull up my file and see the letters that SLS had sent me. \nShe went on about the amounts I had informed her about etc. she got confused. \n\nPage 4 Finally, she said that she could not do anything else and this would have to be escalated and HUD contacted. I asked her to make a note and have a supervisor or someone to call me, or email me and, if I did not answer to leave me a voice mail, since, I screen my incoming calls. \n\nI Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. \n\nI waited for several days and, NO Call, Email or Messages. \n\nOn or about XX/XX/XXXX In a attempt to get an update as to the status of my so called escalation, I contacted SLS about 1 time a week and had to go thru the lengthy process of verification with XXXX and SLS. l was told that there were no new updates that it was in a pending status. \n\nON or about XX/XX/XXXX Since, I was getting nowhere ; I started reaching out to other departments at SLS rather than customer service. I called SLS and asked for Loss Mitigation Dept. I explained to the rep what was going on and she told me she would go thru my account etc. and send it up to higher management, and I would get a call from a supervisor. Again, I Explained to her, that this was another good faith effort on my part to resolve this problem and, that I would be expecting a call or email or, I would be forced to file a complaint with the Consumer Financial Protection Bureau and or the Office of Thrift Supervision and or the Special Inspector General Troubled Asset Relief Program. NO Call back Email or Message. \n\nOn or about XX/XX/XXXX I called back the Loss Mitigation Dept. The rep looked and could not find anything regarding me or my problem. I then asked for a supervisor and after some time on hold I was told that the supervisor was too busy. \n\nOn or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to teller ID # XXXX very knowable and understood about HAMP. This rep told me the rep to which I spoke to on the XXXX DID escalate and sent an email to her supervisor, and that she or her supervisor would call me. \nNO one called or left a message or emailed me. \n\nOn or about XX/XX/XXXX I called back the Loss Mitigation Dept. and spoke to a rep she did not know much about HAMP, but, said she would escalate, and someone would call me. NO CALL, message, or email. \n\nPage 5 I asked her to make a note and that this is another good faith effort on my part to resolve this issue I am having with my HAMP pay for performance incentive. \nOn or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX XXXX ( NBS ) WE had to go thru the wait time on hold, for them to answer then, going thru their verification process then, asking to be transferred to SLS and go thru the wait time on hold, then verification and a lengthy auto recorded message. Finally, the rep was doing some checking for me, after 1 Hour and 27 minutes call was disconnected. I recalled call it went to XXXX message stated : CLOSED, and call was disconnected, not by me. I could not find business hours of service anywhere. I could not just go and call SLS due to my calls getting redirected. \nOn or about XX/XX/XXXX XXXX XXXX EST Called SLS again as always, Calls rerouted got directed to XXXX XXXX  XXXX ( XXXX ) etc. call disconnected. Not by me. \nOn or about XX/XX/XXXX XXXX XXXX EST I called back Called SLS again as always, etc. and asked for the Loss Mitigation Dept. was put on hold for a while, then their phone system switched to an automated system and stated : Press 1 for an agent to call you back or press 2 to schedule a call back then it disconnected all by its self. \nADDITIONAL INFORMATATION : ( 1 ) On one of the many phone calls I made, I had asked a rep for the phone number for SLS Customer Complaint Phone Number. Her response was : You can not reach them by phone. The complaint has to go thru SLSs escalation system personnel. \n( 2 ) Sometime on or about XXXX I received an email from SLS asking me about my recent experience satisfaction survey in the form of a rating and comment program. I filled it out. \n\nPage 6 ( 3 ) I received a phone call from SLS customer complaint person. I gave him details, short form version, and told him that the principal balance along with the interest that was charged had to be recalculated, since I was paying it in full each month without the incentives being applied, additionally shorting the length of years on the loan. ; He told me all I had to do was to write SLS a letter and state on it Notice in error an mail it to : SLS XXXX XXXX XXXX XXXX XXXX XXXX. \nI decline, to do so. \nI had given SLS, many opportunities, in a good faith effort to resolve the foregoing matters. \nI am a man of my word when I had stated that unless I had received satisfaction I would file a formal complaint with the Consumer Financial Protection Bureau, which I have done. \nI could not imagine getting myself alone into the SLS process of making corrections and suffer the same or worse scenario that I went thru with the above PART 1 and PART 2.\n\nPAGE 7","date_sent_to_company":"2020-12-17T23:17:58.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"28451","tags":null,"has_narrative":true,"complaint_id":"3992415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2020-12-05T02:04:55.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After a brief hold, he came back and told me his supervisor looked at my account and stated his supervisor <em>found</em> the <em>problem</em>, it was in no way my fault it was a SLS <em>problem</em> and that a box needed to be unchecked or checked at this time I do not remember if he stated checked or unchecked. He told me that the <em>problem</em> should be <em>resolved</em> within XXXX hours. I waited for 3 days ; the <em>problem</em> was not corrected, waited another 2 days <em>problem</em> not <em>resolved</em>, waited for a week <em>problem</em> not <em>resolved</em>."]},"sort":[11.116072,"3992415"]},{"_index":"complaint-public-v1","_id":"3481967","_score":11.112314,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/2019 we applied for loan with Home Financial Corp. XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA XXXX to see if we can get approved to buy a home, we provided all the information and paperwork they asked for, like Job information credit report etc. On XX/XX/2019 we received a letter from them that we have been pre-approved for the loan amount of {$370000.00} at the rate of 3.5 % the loan officer XXXX XXXX called us and assured, that our application has been approved and that we should go ahead and start to look for a home. \n\nTrusting her we stated the process, after few days we found the home we like, it was a condominium listed for {$280000.00} we knew that we have been pre- approved for the loan amount of {$370000.00} so there should be no problem getting approved for a lower amount, we were confident that we will get the loan. We made an offer to the property, and it was accepted we were very excited and started to take the necessary steps we need to take, such as signing of our apartment lease, buying new furniture for new home, packing stuff etc. \n\nDuring this time we did not hear anything from our loan officer, so after couple of weeks we called the company to see how thing are going, the office manager told us that everything is on track, nothing to worry about. After few days we called back again to check, we were told that she is very busy but she will be working on our loan and will call us back, but she never did, after few days we called again and left a message, this went on for days, it became just like a second job to us, every time we called she was either out of office or busy with other client, we were getting nervous as the closing day was fast approaching. Our Agent calling us to get th\ne Final Loan Approval Letter before the contingency date expires. Finally we got a call from her, she told us that she has switched our loan from conventional to FHA loan since that will be more suitable for us, we agreed since as a first time home buyers we were unfamiliar with home buying process, then very close to the closing day she called us again and told us that she is switching back to conventional loan and that, we will have to put down 10 % down and the interest rate is going to be 4.99 % we were shocked, but since we were already packed and signed off our apartment lease we agreed to go ahead with higher interest rate and larger down payment. We borrowed money from our friends and family, told her to go ahead with the conventional loan, the final loan approval contingency date was coming close, but we were still not getting the final approval letter.\n\nOne day before the Final Loan Approval Letter contingency deadline we told her that if we dont get the final approval letter we should withdraw from the contract so that we dont lose our escrow money, but she told us not to worry, she is working on it and the loan will be approved.\n\nFew hours before the deadline she told us the loan has been electronically approved in the computer and we should tell the other party that they will get the approval letter tomorrow.\n\nNext day we kept calling her all day, then in the evening we were told that our application has been denied, the reason given was our low credit score.\n\nIt was a shock to us. We did not understand that how we got approved for the loan amount of {$370000.00} and then denied for {$280000.00} loan amount with 10 % down. \nNext day our Agent XXXX XXXX Associate Broker for XXXX XXXX called us to sigh the Release of Sales Contract and Deposit agreement and told us that if we dont sign, the seller will sue us and then we have to pay additional fine & penalties etc. We lost our escrow money The whole scenario was inconceivable & shocking for us, as a first time home buyers we were totally unfamiliar with the home buying process.\n\nWe belief that due to their careless, unethical and unprofessional practice we have lost our escrow money. We believe that were misled and miss treated.\n\nTo resolve the problem, she must pay us {$4100.00}, which includes : escrow money in the amount of {$3000.00} ; home inspection fee {$500.00} ; Appraisal fee {$650.00}.\n\nEnclosed are the copies of canceled checks of those.\n\nI look forward to your response and a resolution to this problem and will greatly appreciate your help in this matter. \n\nSincerely, XXXX XXXX XXXX XXXX : XXXX XXXX","date_sent_to_company":"2020-02-11T21:44:44.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"201XX","tags":null,"has_narrative":true,"complaint_id":"3481967","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Home Financial Corporation","date_received":"2019-12-31T19:49:14.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["To <em>resolve</em> the <em>problem</em>, she <em>must</em> pay us {$4100.00}, which includes : escrow money in the amount of {$3000.00} ; home inspection fee {$500.00} ; Appraisal fee {$650.00}.\n\nEnclosed are the copies of canceled <em>checks</em> of <em>those</em>.\n\nI look forward to your response and a resolution to this <em>problem</em> and will greatly appreciate your help in this matter. \n\nSincerely, XXXX XXXX XXXX XXXX : XXXX XXXX"]},"sort":[11.112314,"3481967"]},{"_index":"complaint-public-v1","_id":"6296918","_score":10.779748,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Problem : Two fraudulent charges were made on my Chase credit card. \n\nSequence of events : XXXX XX/XX/2022 at XXXX XXXX I received a text message from Chase Fraud stating that they declined a charge of {$1600.00} from a vendor called XXXX XXXX. Was this you? Reply YES or NO. \n\nI responded to this text on Sunday XX/XX/2022 at XXXX XXXX with an immediate NO. \n\nI then immediately logged into our Chase mobile app and noticed another charge by the same vendor, of {$1600.00} which Chase allowed. I called the credit card company at XXXXXXXX XXXX on Sunday XXXX XXXX to notify them that both charges were fraud, and that I had nothing to do with either transaction. Chase directed me to cut my current credit cards up while they closed my cards. I was told the fraud department was going to investigate while new cards were being mailed out. \n\nThe charge of {$1600.00} was removed ( temporarily ) from my credit card balance shortly after the XXXX, while the fraud department was investigating. \n\nIt was not until Wednesday XX/XX/XXXX that the charge of {$1600.00} re-appeared on my mobile credit card balance. I immediately contacted Chase to find out why this fraudulent charge reappeared on my credit card balance. After talking with several Chase employees on the XXXX around XXXXXXXX XXXX, I was transferred to the proper department within there organization, the Fraud Department. Well it was then that I found out that their specific division closed for the night at XXXX XXXX  I started looking through my mobile app and noticed a message regarding the fraud investigation just landed in my file. The outcome from the fraud department stated that I was responsible for the {$1600.00} charge, and came up with the \" reason '' was that \" I received benefit from this transaction ''. I became instantly upset for obvious reasons, I did not make either of those charges. I reported it immediately, and was not instructed that anything else needed to be done. \n\nOn Thursday XX/XX/XXXX at XXXXXXXX XXXX  ( XXXX XXXX ) I called the Fraud Department. The employee ( XXXX XXXX answered the phone to assist me with my concern. I explained to XXXX that I properly reported the fraud charges ( charges in which Chase brought to my attention via text initially!! ) When asked why Chase thought that I benefited from the transaction the exact response was \" well they ( XXXX XXXX  ) had your home address and email address, so it must have been you that placed the order ''. Really .... this does not prove anything... they obviously hacked into the Chase system. I have never done business with this company, and I've been a loyal customer of Chase ( checking account ) for over 15 years. I was shocked that this response by the fraudulent vendor was enough to accuse there loyal customer ( myself ) from creating a false claim. Again, a claim that they initially noticed ..... \n\nThe call on Thursday XX/XX/XXXX ended with XXXX re-opening the case, however no outcomes were resolved during this conversation. At this point I have zero confidence that Chase will come to the correct resolution.","date_sent_to_company":"2022-12-09T02:10:09.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"95688","tags":null,"has_narrative":true,"complaint_id":"6296918","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-12-09T01:25:58.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":[") When asked why Chase thought that I benefited from the transaction the exact response was \" well they ( XXXX XXXX  ) had your home address and email address, so it <em>must</em> have been you that placed the order ''. Really .... this does not prove anything... they obviously hacked into the Chase system. I have never done business with this company, and I've been a loyal customer of Chase ( <em>checking</em> account ) for over 15 years."],"issue":["<em>Problem</em> with a purchase shown on your statement"]},"sort":[10.779748,"6296918"]},{"_index":"complaint-public-v1","_id":"16867359","_score":10.599789,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Against USAA From : XXXX XXXX, XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau Date : XX/XX/year> Subject : USAA Is Using the XXXX  but Failing to Serve the XXXX  I am writing to file a formal complaint against USAA for a consistent pattern of poor service, misinformation, and lack of accountability. I have been a loyal USAA member for more than XXXX years, trusting this company because of its long-standing commitment to serve military members, veterans, and their families. However, it has become clear that USAA has drifted far from its founding mission. What once felt like a member-focused organization now feels like a for-profit company reading from a manual, impersonal, unresponsive, and disconnected from the realities of military life. \n\n\nXXXX. The Decline of Communication and Accuracy Over time, USAAs communication has become unreliable and inconsistent. Representatives often give incorrect information and then hide behind scripted responses. \n\nA recent example illustrates this problem. I took my XXXX to a dealership to have a cracked windshield replaced. When I mentioned that USAA told me they did not cover windshield repairs, the service advisor was surprised and called USAA directly. To my disbelief, the representative confirmed that USAA does cover windshield replacement. For XXXX years, I had been misinformed by USAA representatives. This kind of misinformation is unacceptable from an organization that claims to serve professionals who depend on precision, accuracy, and trust. \n\n\nXXXX. The XXXX Towing Limitation, A Policy That Fails the Military Another major issue involves USAAs restrictive towing policy. I was informed that if my car breaks down and I am more than XXXX miles from an authorized repair facility, USAA will only tow my vehicle XXXX miles. Any distance beyond that must be paid out of pocket. \n\nThis policy might work in dense urban areas, but it is entirely unrealistic for members living in Alaska, Hawaii, or rural areas, places where authorized service facilities can be hundreds of miles away. \n\nMy son, a XXXX XXXX XXXX XXXX, owns a XXXX XXXX  that he purchased on the XXXX XXXX  but uses on the XXXX XXXX. When his car needed repair, USAA referred him to XXXX shops they claimed could service XXXX XXXX. Both shops refused service, explaining they were not authorized XXXX facilities and lacked the equipment to work on hybrids. When my son informed USAA, he was told there were no other options and reminded again of the XXXX towing limit. \n\nUltimately, XXXX Roadside Assistance, not USAA, had to arrange to tow the car back to the XXXX XXXX for proper service. \n\nPolicies like these demonstrate how out of touch USAA has become with the needs of its members. XXXX XXXX XXXX XXXX XXXX and overseas locations often live far from authorized service centers, yet we are penalized with higher premiums and limited support. These rigid policies undermine the reliability and peace of mind military families deserve. \n\n\nXXXX. The XXXX XXXX XXXX XXXX and XXXX XXXX As a retired XXXX XXXX XXXX and former commander, I understand how critical it is for service members to have dependable support systems. When soldiers, airmen, sailors, or XXXX are distracted by avoidable personal or family issues, like being stranded on the side of the road without proper help, their readiness and focus on mission suffer. \n\nIf a service member stationed in XXXX  or XXXX breaks down and USAA refuses to tow their vehicle beyond XXXX miles, that individual faces unnecessary stress, potential financial hardship, and anxiety about how to get to work or fulfill their duties. These are not minor inconveniences, they are readiness issues that affect morale and trust. \n\nUSAA was once known for understanding the realities of military life, remote duty stations, frequent relocations, and deployments. Today, that understanding seems to have disappeared. \n\n\nXXXX. Repeated Misinformation and Lack of Accountability Each time I contact USAA, I receive a different answer. Representatives read from a script, and when challenged, they often transfer me to another department rather than resolving the issue. When I ask to speak to a supervisor, Im told one is unavailable. Ive been promised callbacks that never occurred, and in some cases, representatives have ended the call when I insisted on escalation. \n\nIn one instance, I was told that my issue needed to be transferred to roadside assistance. I immediately questioned this, asking why they would transfer me when this was clearly a policy issue, not a roadside assistance issue. This constant deflection is frustrating and unprofessional. \n\nIn another example, when a USAA member hit my car and fled the scene, I provided the tag number to USAA. Instead of pursuing the at-fault driver, I was told to file the claim through my own insurance, even though the other driver was also insured by USAA. They offered to send me a check for repairs, but I refused to pay for something that was clearly not my fault. I still can not understand how it is legal or ethical for USAA to ask one member to cover damages caused by another member. \n\n\nXXXX. The XXXX  and XXXX  Penalty, High Premiums, Low Service USAA members in XXXX  and XXXX  pay some of the highest insurance premiums in the country, yet we receive substandard service. There are fewer authorized service facilities, greater distances between repair shops, and higher transportation costs, factors USAA fails to accommodate in its policies. \n\nIf I am paying significantly more for coverage than a member in the lower XXXX states, I should expect equal or better service, not a company that tells me my car will be sent to XXXX XXXX XXXX because it is within XXXX miles, even when that shop lacks the expertise to handle a XXXX hybrid or other complex vehicle. When I take my XXXX to the authorized dealership, even they must often call the mainland for technical assistance. That should tell USAA how limited local expertise can be, and why sending my car to a generic auto shop is unacceptable. Now I am even very concerned about driving my car in Alaska and being stranded on the highway during negative degree temperatures. \n\n\nXXXX. The Base Access Problem, Another Example of Disconnect In another case, I was on base for a meeting when my car had a flat tire. I called USAA for roadside assistance, but the towing company they dispatched could not access the base because they lacked the required clearance. As a military-focused company, USAA should have known that many of its members live or work on base and should ensure that contracted tow providers have base access. Once again, I was left to solve the problem myself, paying another company out of pocket to change a simple tire. \n\n\nXXXX. The Loss of Trust After XXXX decades with USAA, I am deeply disappointed to see how far the organization has strayed from its core values. There was a time when USAA stood for service, loyalty, and trust, values that every military member recognized and respected. Today, those values seem to have been replaced by impersonal policies, untrained representatives, and a lack of genuine care for the members who make this company possible. \n\nI have spent the last XXXX days trying to resolve these issues, requesting multiple times to speak with a supervisor. No one has called back. Each time I reach a new representative, I must start from the beginning, repeating my story as they read from their policy manual. I had to take a break this weekend just to give myself a mental rest from the frustration of dealing with USAA. \n\n\nXXXX. A Call for Change USAA must take immediate steps to restore trust within the military and veteran community. I urge the company to : XXXX. Re-evaluate its XXXX towing policy for states and territories with limited authorized repair facilities. \nXXXX. Provide accurate and consistent information by ensuring representatives are properly trained. \nXXXX. Establish specialized support lines for Alaska, Hawaii, and overseas members to address their unique challenges. \nXXXX. Ensure all roadside contractors have base access where military installations are common. \nXXXX. Restore accountability by requiring supervisors to return calls and follow up on unresolved issues. \nXXXX. Reaffirm the companys mission to serve, not exploit, the military community. \n\n\nConclusion USAA is using the military but not truly serving the military. The company has lost sight of its founding purpose, to provide exceptional service to those who serve and their families. Its current policies and customer service practices are not only inconvenient but also detrimental to the readiness and well-being of active-duty personnel, veterans, and their dependents. \n\nI am filing this complaint not only for myself but for every service member, veteran, and family who has felt abandoned by a company that once stood for something greater. USAA must be held accountable for its declining service, inaccurate communication, and failure to uphold the trust of those who have defended this nation. \n\nAfter XXXX years of loyalty, I never imagined I would have to write a letter like this. But I refuse to stay silent while USAA continues to profit from the military community without providing the level of care, accuracy, and integrity we deserve.","date_sent_to_company":"2025-10-28T18:34:43.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"99577","tags":"Servicemember","has_narrative":true,"complaint_id":"16867359","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-10-28T18:18:09.000Z","state":"AK","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Today, <em>those</em> values seem to have been replaced by impersonal policies, untrained representatives, and a lack of genuine care for the members who make this company possible. \n\nI have spent the last XXXX days trying to <em>resolve</em> these issues, requesting multiple times to speak with a supervisor. No one has called back. Each time I reach a new representative, I <em>must</em> start from the beginning, repeating my story as they read from their policy manual."],"sub_issue":["<em>Problem</em> accessing account"]},"sort":[10.599789,"16867359"]},{"_index":"complaint-public-v1","_id":"6505136","_score":10.376457,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"So, your first question was \" did I try to already fix the problem. '' The answer is a resounding yes. It has also been reported to the Florida Attorney General who after doing her due diligence suggested I submit a complaint to another Federal entity which I will do concurrently to this well founded and evidenced complaint. It now is apparent to me that there is no Law ( s ) that banks must abide by and so be ready for another filing against another chartered bank. who likewise has no regulator with authority to do a XXXX thing .... \n\nThis complaint revolves around : a. I make my payments on my loan two ( 2 ) months in advance, and have for sometime now, as during the pandemic it was apparent debtors could suffer adverse effects to the Creditworthiness because of the incompetence of both the Postal Service and the Bank as neither is functioning, to date as it once did, and b. Bank of America [ hereinafter \" BoA '' ] fails and refuses to issue to me payment coupons that reflect an actual sum due on the loan for a valid date. Instead, what I continually receive is a payment coupon for \" a month '' XXXX ( XXXX ) months behind my current payment ( XXXX ) reflecting a payment demand of {$0.00}. \n\nXXXX Moreover my payment record at XXXX reflects this dilatoriness ' and therefore creates an unfair playing field as there is no way possible that I can TIMELY SEE if my Payment ( XXXX ) is or have been applied as I dictated, as they were intended to be applied when made. \n\nd. It becomes apparent to me that this is clearly orchestrated between XXXX ( XXXX ) financial titans working in concert to deprive me of the information necessary to an informed decision on how to govern myself as well as my financial affairs. If they aren't willing or able to report my payments to the Credit Reporting Agencies in a full and appropriate manner with full and timely disclosure my Creditworthiness naturally suffers even worse... \n\ne. I simply can not fight them hiding my payments. I possess every bank statement for the past XXXX ( XXXX ) years and bank ledgers to match but when they're served with XXXX XXXX XXXX XXXX and fail or refuse to respond to certified mailings a consumer is simply hamstrung and the playing field is not level, fair or appropriate and this is a continuing and ongoing issue. \n\nXXXX As a result and in an attempt to try and protect myself I scanned the coupons presented and now alter each accordingly, so my next payment is For XX/XX/2023 the coupon presented by BoA wasis for XX/XX/2023 for {$0.00} the one I enclose ( d ) with my current payment has the date for which I am remitting my payment as does the payment [ a personal check ] but XXXX in concert XXXX BoA has and is failing to report my payments, and without the assistance of some Federal entity this problem isn't going to resolve itself and I've already submitted the complaint ( XXXX ) numerous times through that Credit Reporting agency who XXXX to generate more fictious responses then I even could've imagined or dreamt up in XXXX grade math class. \n\nALL I CAN SAY : IS THERE NOT any LAW THAT GOVERNS? \n\nSo, if they will not respond to Certified Mailings that contain ALL THE ELEMENTS for a valid XXXX XXXX XXXX or even Notice to produce well then forgive my XXXX by what the heck is this XXXX XXXX supposed to do next? Really is this the wild west all over or maybe because everyone sees what the Federal Reserve is getting away with what it does they then think that makes it right? This is why I locked my Credit File and honestly, I lost interest in any scoring of mine by such corrupted entities so again you can take it and flush it along with everything else now we all play by those same unfortunate rules. I AM DONE PLAYING all these unfortunate games.","date_sent_to_company":"2023-01-30T21:02:00.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"320XX","tags":"Servicemember","has_narrative":true,"complaint_id":"6505136","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-01-30T20:24:29.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["So, your first question was \" did I try to already fix the <em>problem</em>. '' The answer is a resounding yes. It has also been reported to the Florida Attorney General who after doing her due diligence suggested I submit a complaint to another Federal entity which I will do concurrently to this well <em>founded</em> and evidenced complaint."],"sub_issue":["Billing <em>problem</em>"]},"sort":[10.376457,"6505136"]},{"_index":"complaint-public-v1","_id":"4570196","_score":10.20517,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The first written communication I had from XXXX XXXX was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from XXXX XXXX or XXXX XXXX until this time. \nXX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again. \nI called XXXX XXXX  or XXXX XXXX every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX  and XXXX XXXX and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. \nAt the beginning of XXXX I spoke at length with XXXX from XXXX XXXX and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes.\n\nThe next month, the money was withdrawn from my account on time and I received late fees againXXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. \nXX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and XXXX minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. \nXX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. \nXXXX Following many joint calls with XXXX XXXX XXXX received a letter from XXXX XXXX stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. \nXX/XX/XXXX - XXXX XXXX sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. \nXXXX I received a letter from XXXX XXXX stating that they received my letter of XX/XX/XXXX and XXXX XXXX submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need 29 business days. \nXX/XX/XXXX - no word from XXXX XXXX. Called XXXX. Left a message. No response. \nXX/XX/XXXX - I spoke with XXXX","date_sent_to_company":"2021-07-22T18:24:09.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"4570196","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-07-22T18:24:04.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["How they chose <em>those</em> two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and <em>must</em> be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they <em>found</em> that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX."]},"sort":[10.20517,"4570196"]},{"_index":"complaint-public-v1","_id":"4568176","_score":10.20517,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The first written communication I had from XXXX XXXX was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from XXXX XXXX or XXXX XXXX  until this time. \nXX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again. \nI called XXXX XXXX  or XXXX XXXX every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX  and XXXX XXXX and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. \nAt the beginning of XXXX I spoke at length with XXXX from XXXX XXXX and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes. \nThe next month, the money was withdrawn from my account on time and I received late fees againXXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. \nXX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. \nXX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. \nXXXX Following many joint calls with XXXX XXXX XXXX received a letter from XXXX XXXX stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. \nXX/XX/XXXX - XXXX XXXX sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. \nXXXX I received a letter from XXXX XXXX stating that they received my letter of XX/XX/XXXX and XXXX XXXX submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to XXXX XXXX explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to XXXX division and completed some forms. She said they would need XXXX business days. \nXX/XX/XXXX - no word from XXXX XXXX. Called XXXX. Left a message. No response. \nXX/XX/XXXX - I spoke with XXXX","date_sent_to_company":"2021-07-22T18:24:09.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"4568176","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2021-07-22T18:24:04.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["How they chose <em>those</em> two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and <em>must</em> be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they <em>found</em> that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to XXXX XXXX explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX."]},"sort":[10.20517,"4568176"]},{"_index":"complaint-public-v1","_id":"4565066","_score":10.193979,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The first written communication I had from XXXX XXXX was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from XXXX XXXX or XXXX XXXX until this time. \nXX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again. \nI called XXXX XXXX  or XXXX XXXX every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX  and XXXX XXXX and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. \nAt the beginning of XXXX I spoke at length with XXXX from XXXX XXXX and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes. \nThe next month, the money was withdrawn from my account on time and I received late fees XXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. \nXX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. \nXX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. \nXXXX Following many joint calls with XXXX XXXX I received a letter from XXXX XXXX  stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. \nXX/XX/XXXX - XXXX XXXX sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. \nXXXX I received a letter from XXXX XXXX stating that they received my letter of XX/XX/XXXX and XXXX XXXX submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need 29 business days. \nXX/XX/XXXX - no word from XXXX XXXX. Called XXXX. Left a message. No response. \nXX/XX/XXXX - I spoke with XXXX","date_sent_to_company":"2021-07-22T18:24:09.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"4565066","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-07-22T18:24:04.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["How they chose <em>those</em> two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and <em>must</em> be an error. \nXX/XX/XXXX I received a letter from XXXX XXXX stating that they would waive a late fee in that exploring our payment history they <em>found</em> that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX."]},"sort":[10.193979,"4565066"]},{"_index":"complaint-public-v1","_id":"4565844","_score":10.193647,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The first written communication I had from Mr. Cooper was on XX/XX/XXXX. The letter notified me that the funds were placed in an unapplied funds account. The account was to be used for placing funds that are insufficient to be applied as full payment. After checking my bank records it was clear that the funds had been removed from my account on time. I had no understanding of what happened and I had never heard from Mr. Cooper or XXXX XXXX until this time. \nXX/XX/XXXX I spoke with XXXX who stated that the funds were misappropriated and went to the Principal rather than the escrow deposit. He stated that as of XX/XX/XXXX the funds had gone to misapplied funds rather than principal. He was going to contact the Tax Dept and get back to me within a couple of weeks. I never heard from him again.\n\nI called XXXX XXXX or MR. Cooper every week. I do not have all phone calls documented. Each call was at least an hour and many calls were conference calls between XXXX XXXX and Mr. Cooper and often had a supervisor on the line. I would hang up after the supervisor would guarantee that everything had been handled and it would not occur again. The next month ... .money was withdrawn from my account on time and I still had late fees. \nAt the beginning of XXXX I spoke at length with XXXX from Mr. Cooper and XXXX from XXXX XXXX XXXX XXXX XXXX who opened a research investigation. They sent me pages and pages of records ( which I had never seen before ). After feeling that they had resolved the issue they called their supervisor who promised he made all the necessary changes. \nThe next month, the money was withdrawn from my account on time and I received late fees XXXX I spoke to XXXX who sent me to XXXX. XXXX and I spoke for 42 minutes and he sent me to XXXX XXXX at the escalation department. She promised that she set up a system to move the payments so that within three days everything would be updated. She said she would email me a letter for the credit score. She promised that she would case manage the case and everything would be taken care of. I wrote to XXXX XXXX 5 times in that this never occurred. She never responded. \nXX/XX/XXXX - I spoke with XXXX who promised to contact XXXX XXXX for a response. I never heard from XXXX or XXXX XXXX again XX/XX/XXXX - XXXX put me on hold for 1 hour and 14 minutes. I called back and asked for a supervisor. They connected me to XXXX. She hung up on me immediately. I never received a call back. \nXX/XX/XXXX - I spoke to XXXX XXXX who said that our balance was current and the problem was due to misapplied funds. She would submit a credit update and dispute request and the request would be escalated. She said that the transaction history was proof that the problem had been corrected. She said we should receive a response by XX/XX/XXXX XX/XX/XXXX - we were sent a statement stating that we had a shortage of {$5300.00}. Again In checking our bank records all monthly payments were removed on time. We were told that we had to pay this. We sent a check for {$5300.00} on XX/XX/XXXX. \nXXXX Following many joint calls with Mr. Cooper I received a letter from XXXX XXXX  stating that my credit may have been affected due to a processing error and that they sent the loan servicer a letter requesting the waiver of any negative credit annotations/late fees. \nXX/XX/XXXX - MR. Cooper sent a letter stating that they reported our account accurately for XXXX and they determined a credit correction was not necessary. \nXXXX I received a letter from Mr. Cooper stating that they received my letter of XX/XX/XXXX and Mr. Cooper submitted XX/XX/XXXX and XX/XX/XXXX to the Credit Bureau to confirm a credit correction. How they chose those two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and must be an error. \nXX/XX/XXXX I received a letter from Mr. Cooper stating that they would waive a late fee in that exploring our payment history they found that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX. She said she would send dates of XX/XX/XXXX - XX/XX/XXXX to Research division and completed some forms. She said they would need XXXX business days. \nXX/XX/XXXX - no word from Mr. Cooper. Called XXXX. Left a message. No response. \nXX/XX/XXXX - I spoke with XXXX","date_sent_to_company":"2021-07-22T18:23:53.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"90036","tags":null,"has_narrative":true,"complaint_id":"4565844","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2021-07-22T17:56:12.000Z","state":"CA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["How they chose <em>those</em> two months ... I have no idea. I submitted. another letter immediately stating that this made no sense and <em>must</em> be an error. \nXX/XX/XXXX I received a letter from Mr. Cooper stating that they would waive a late fee in that exploring our payment history they <em>found</em> that the payment was misapplied in error. They corrected the error. XX/XX/XXXX I spoke to XXXX who said she would send a letter to Research Resolution explaining the issues. \nXX/XX/XXXX I spoke with XXXX XXXX."]},"sort":[10.193647,"4565844"]},{"_index":"complaint-public-v1","_id":"7970695","_score":10.015669,"_source":{"product":"Credit card","complaint_what_happened":"XXXX  Below is a complaint I filed with the CFPB orginally and I received an email from Citi saying, \" we didn't do this. '' Case closed by the CFPB. Not even close. \n\nBesides the offenses they committed below we can now add FRAUD and BAD FAITH. I had a SIMPLE request and I called the Executive Response Team-Sound Very Important huh? Bunch no good do nothings liars. I requested copies of my original Credit Card Agreements for the Exxon Card and the Two Citi cards. I requested this because I was told repeatedly told me they did nothing wrong- no Discrimination, Defamation, Predatory Lending, Retaliation, and now Fraud and Bad Faith. I wanted them to produce the agreements where I would ever agree to be treated this way. I was told THREE times on three calls those would be sent. Then, I was told they were mailed on XXXX and to wait a couple of days. \n\nYesterday, I received an email from the lying Executive Response Team stating these exact words : \" We respectfully decline to provide the requested agreements, and then they made the point I could obtain them through Subpoena. '' ( Meaning, XXXX XXXX. ) I'm going to do so much more than that. So, they mailed them on XXXX  and on XXXX  I receive an email stating they respectfully refused to provide them. So which was it? Did they LIE when they told me they sent them on XXXX  or did they MAGICALLY retrieve those three agreements in the billions of pieces of mail? \n\nEither way, XXXX XXXX  are begging to be made an example of. I am just that guy. Do you want know why they respectfully declined to send agreements I signed or agreed to? BECAUSE THEY DON'T EXIST AND THEY KNOW IT. OUT AND OUT LIE-WHICH IN BUSINESS CONSTITUTES FRAUD AND BAD FAITH! Goody, more legal claims for me! And, what is so much fun about this, its all documented. \n\nNow, The Consumer Financial Protection Bureau states these exact words ( from their website ) - \" A financial institution must submit the credit card agreement, which is defined as the written document or documents evidencing the terms of the legal obligation, or the prospective legal obligation, between a card issuer and a consumer. '' Well CFPB, time for you to do your job right this time, they refused to provide the agreements which is my legal right to possess and for them to provide. Make em do it! Complaints are in with The Attorney General, State and Federal, FTC and CFPB. CFPB- Don't you want to know why Citi thinks they can spit on their obligations to your Bureau and to me? \n\nAnd to you Citi, you want to fight me? Let 's do it. You picked the wrong guy. A Class will be formed within a week because if you did this to me you did to others. Let 's dance! \nIf they are any consumers that wish to contact me and speak of any similar treatment by Citi stand apprised, I will have more information if these idiots at Citi don't do this right, I will make this my project full time and not rest until Justice is done and that looks like a Judgement against them in a Class Action Suit. \n\n\nXXXX XXXX XXXX XXXX Texas. \n\n\nThat would be them Original Complaint Submitted and shown as resolved?! Who are you kidding? \n\n\nWe received your complaint. Thank you. \nWe will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. \nYOUR COMPLAINT I have/had 2 Citibank credits cards, both for over the years. My payment record is perfect. I lost my job over a year ago. We were in financial trouble. I always try and maintain relationships. In XXXX fo XXXX, we had an unexpected medical problem. It was hard enough not having a job. I knew I was going to be 2 ( TWO ) days past due on my Citibank payments. I called them to give advance notice and to assure them they would get paid. On that call I was told I was a GREAT customer, never late in all these years. That there was a grace period and I didn't even need to call them. I found out in the most humiliating way Citibank lowered my available credit on BOTH cards to about {$100.00} above whaw I owed. Prior to that, I had several XXXX dollars of available credit on both cards. Not having a job meant I did most of the chores including going to the grocery store. I found out the cut my available credit because both cards were declined. Just like in the movies, a line was forming behind me. I had no other way to pay. I pleased and apologized to the store clerk and manager. They know what customer service is, they allowed me to go home, get another form of payment and get my cart to the side. Needless to say I called Citibank and asked what they did. These exact words from thier agent, \" Oh from time to time we check our customers and issue credit based on several factors. '' When I held her feet to the fire and she admitted it WAS BECAUSE I CALLED AND SAID I WAS GOING TO BE TWO DAYS LATE. THE PAYMENTS HAD BEEN MADE AND CLEARED MY BANK YET SHE HAD THE NERVE TO TELL ME MY ACCOUNTS WERE DELINQUENT. I asked for a supervisor and she would not budge. I found myself begging this woman for her help in putting my available credit back to where it was. She would not. It caused my wife and I great harm and suffering. We have an Exxon/Mobile card for 40 YEARS, NEVER A LATE PAYMENT. About a week after they cut my available credit my wife called and told me she'd been to 2 company owned Exxon 's and both at the pump and inside at the register her card was declined. The card had nearly a XXXX balance. There was no risk of us going over the limit for my wife filling up her car! Of course I called Exxon furious. The agent seemed very confused and she asked me if I had two Citibank cards. I asked her why that was her business and that when I found out Citibank does Exxon 's credit cards! I asked her point blank if they closed my account. She said it appeared closed, was confused and flustered. She asked me to hold and put a supervisor on the line who told me, \" there must be a problem with the card readers, your account is in good standing!? '' SHE WAS THE FIRST OF MANY LIARS I'VE HAD TO DEAL WITH. WHAT THIS AMOUNTS TO IS EXACTLY WHAT I SAID, CITIBANK PRACTICES PREDATORY LENDING, AGE DISCRIMINATION, RETALIATION AND DISHONESTY. If anyone else has experienced you should talk to your attorney or look for one to tell this too. This is so illegal, we are looking at Civil and Criminal charges. XXXX XXXX XXXX, Texas Hide full complaint","date_sent_to_company":"2023-12-08T21:48:55.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"762XX","tags":null,"has_narrative":true,"complaint_id":"7970695","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-12-08T21:05:03.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I asked her why that was her business and that when I <em>found</em> out Citibank does Exxon 's credit cards! I asked her point blank if they closed my account. She said it appeared closed, was confused and flustered. She asked me to hold and put a supervisor on the line who told me, \" there <em>must</em> be a <em>problem</em> with the card readers, your account is in good standing!? '' SHE WAS THE FIRST OF MANY LIARS I'VE HAD TO DEAL WITH."],"issue":["Other features, terms, or <em>problems</em>"],"sub_issue":["Other <em>problem</em>"]},"sort":[10.015669,"7970695"]},{"_index":"complaint-public-v1","_id":"7843370","_score":9.935912,"_source":{"product":"Checking or savings account","complaint_what_happened":"Ive had a Paypal account for about 15 years. I used it to receive payments from shoppers on my website. The account is connected to my bank checking account only in order to receive funds paid to me from my customers. Ive never used my checking account alone or thru Paypal to pay for a purchase online ever. The only time I used Paypal to make an online purchase was when I had cash in the Paypal account from my customers, and I used to cash balance to make an online purchase. \n\nOn XX/XX/XXXX I was informed by XXXX that someone hacked into my XXXX account and attempted to make XXXX purchases. Only XXXX of them went thru, which was a charge for {$2000.00} for a laptop computer. XXXX confirmed they could see that I did not make the purchase and my shipping address had been changed. Paypal also confirmed the hacker made XXXX attempts to change my address and phone number. \n\nI have also received over XXXX spam emails to my email address associated with my XXXX and Paypal account. \n\nOn or about XX/XX/XXXX when I became aware of the situation I filed a dispute with Paypal. XXXX provided me with the invoice to show the fraudulent purchase was shipped by the seller to an unconfirmed Paypal shipping address. With Paypal, all sellers must ship to the buyers confirmed address or the seller does not get paid. \n\nI live in XXXX XXXX TN for the past 5 years. The scammer had this item shipped to an address in XXXX, over XXXX hours away from me. I do not know who this person is and I have no alternate addresses. \n\nPaypal first sent me an email stating the case was closed as the seller provided proof of shipping, but it was to a fraudulent address created by the hacker. Paypal closed out my claim and found in favor of the seller. \n\nA day later, they reopened my claim and stated it was still under investigation. At first, the claim was filed as item not received, but then realizing the mistake, the reopened the claim as a fraud issue. \nThey are now stating it may take up until XX/XX/XXXX to resolve the claim. They have put a pending hold on over {$2000.00} of my funds in my checking account. I am XXXX, live on social security and Ive had NO MONEY at all for over XXXX weeks. They have prevented me from being able to even pay my basic bills like water and electric, or buy food or gas. \n\nI also went to my bank, XXXX, and filed a claim against the fraud charge. It has been over a week and Ive not heard anything from my bank. \n\nIve done some research and discovered that this issue, of fraudulent ACH purchases has become a widespread problem. What infuriates me is neither Paypal nor my bank contacted me in any way to verify that I made the purchase. Banks have no way to stop ACH online holds or transfers of funds. \n\nIf I use my debit card in store, and there are not enough funds in my account to cover a purchase, the purchase will be declined for insufficient funds. In my case, as I only had about {$500.00} in my account at the time of the fraud, it put my account over {$1600.00} in the red- with no access to my funds or incoming deposits since XX/XX/XXXX, like my social security deposit. \n\nPaypal has since prevented me from contacting them by email or phone. I did previously send them notes alerting them to the situation and asking them to please expedite my fraud claim- but I now have no way to contact anyone to inquire about the claim. \n\nAs an ecommerce seller myself, the rules of Paypal are clear. A seller can not ship to an unauthorized or unconfirmed Paypal address or the seller does not get paid. I have the XXXX tracking number and address the seller shipped to, to confirm the seller violated Paypal rules. The seller shipped a {$2000.00} computer to an old dump of a shack in XXXX that is no where near where I live. \n\nI am desperate to resolve this issue as Paypal is not communicating with me. \n\n* As an ecommerce seller myself online since XXXX, if a buyer makes a purchase on my website, credit card or Paypal, I require a phone number. If the purchase is over {$100.00}, I call them. If I can not reach them by phone, I do not ship. If I can reach them by phone, I put their address in XXXX XXXX. I look at the neighborhood and ask the buyer, is that a church or a school across the street from you? Or a restaurant or a gas station? When they ask why Im asking these strange questions, I reply that I am protecting their security to make sure no one has made a fraudulent purchase with a stolen credit card. A scammer will not be able to answer those questions. \n\nIn my case, the case is clear. The seller was so eager to get {$2000.00}, he failed to abide by the most basic of Paypal policies : To never ship to an unconfirmed address. In my experience I have learned that all unconfirmed address orders on Paypal are in fact fraud. \n\nMy only personal and business address can also be confirmed in XXXX XXXX XXXX for XXXX XXXX XXXX and at my website XXXX","date_sent_to_company":"2023-11-13T14:57:35.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"376XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"7843370","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-11-13T14:04:18.000Z","state":"TN","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Paypal closed out my claim and <em>found</em> in favor of the seller. \n\nA day later, they reopened my claim and stated it was still under investigation. At first, the claim was filed as item not received, but then realizing the mistake, the reopened the claim as a fraud issue. \nThey are now stating it may take up until XX/XX/XXXX to <em>resolve</em> the claim. They have put a pending hold on over {$2000.00} of my funds in my <em>checking</em> account."],"issue":["<em>Problem</em> with a lender or other company charging your account"]},"sort":[9.935912,"7843370"]},{"_index":"complaint-public-v1","_id":"2493383","_score":9.740038,"_source":{"product":"Mortgage","complaint_what_happened":"Loan # XXXX A tree fell on through my home in late XX/XX/XXXX causing a large amount of damage. As is customary, my insurer issued the claim check to planet home, my wife, and me. The draw process in its \" loss draft '' department appears to be intentionally designed to withhold funds as long as possible. I believe Planet Home Lending ( the Company ) is engaged in a scheme to perpetrate a fraud, misappropriate funds, harm its borrowers, and deceive its stakeholders. At best, I believe the company is engaged in willful misconduct and gross negligence. As further described, the company 's loss mitigation ( related to insurance losses and remediation ) creates undo burden on its borrowers at their most vulnerable time. I have brought to light my concerns directly with the Company multiple times in phone calls and emails from which the Company has extensive records. I have offerred commercially reasonable resolutions at every point of contingency. My efforts have been entirely rebuffed. One staff member of the Company has been better than all the others, XXXX XXXX. Should this complaint result in negative consequences for staff, I strongly assert that she should be excluded from such consequences. Her hands are simply tied by the policies and processes of the company, and she has no authority to act in a more reasonable manner. My experience with the Company 's \" loss draft '' department has led me to conclude that the only remaining reasonable explanation for their ineptitude is to withhold funds as long as possible. The Company appears to operate with intentional inefficiency, both in action and negligence, and I ask that steps be taken by its regulators to cause the company to immediately caese and desist its harmful behavior, be formally penalized by its regulators, remedy this process, and compensate me for excess costs and other damages I have incurred as a result of their actions and negligence. Regulatory Issues : While I 'm not certain as to whether my loan is FHA, XXXX XXXX, or otherwise government-backed, I believe the company 's loss mitigation draw process is in violation of several XXXX XXXX requirements both in spirit and letter. I have not gone further in my research on other XXXX XXXX requirements, but I will. XXXX XXXX requires that servicers deposit funds from loss claim checks in an interest bearing, XXXX XXXX XXXX XXXX account. In the Company 's \" Claim Procedure Packet '', there is no mention that this is done. Further, the funds are required to accrue at a market rate and be remitted to me and my wife following completions of the repairs provided the servicer receives appropriate documentation of completion and release of liens. This appears to be intentionally omitted from the Company 's Claim Procedure Packet. These facts have also never been mentioned in conversation with any staff with the Company, which appears to intentionally avoid an expectation of such, no matter how trivial the amount. XXXX XXXX requires that for loss claims over {$2500.00} : servicer must release an initial disbursement of insurance loss proceeds of 25 % of the total insurance loss proceeds but no more than {$10000.00}, and must disburse the remaining funds in increments not to exceed 25 % of the insurance loss proceeds following inspection of the repairs. My initial draw amount exceeded {$10000.00}, thanks to the speed of my contractor. The Company attempted to make me feel like they were doing me a huge favor in doing so, as a rebuttle to my assertion of how ridiculous their check cutting process is. The process of putting the check in the mail takes a minimum of 3 days. This does not include the two days following receipt of the inspection report. I was told that the company approves the check on \" day 1 '', cuts the check on \" day 2 '', and puts the check in the mail on \" day 3 ''. I was further told that the Company did not have the ability to wire funds, in spite of my willingness to cover the costs. This was a clear lie. The company simply chooses not to do so, presumably so as to ensure maximum float on the check. The first draw amount was a violation of at least one XXXX XXXX  requirements ( admittedly, to my minor benefit ). My second draw over 25 % of the total amount, was another violation. I was told at the outset that any claim damage amount over {$10000.00}, requires the company to issues draws as repairs progress and after periodic inspection. As a XXXX, I understand that this is reasonable. What is egregiously unreasonable is that there are only TWO draws allowed. Once at 50 % completion and once at 98 %.  The Company 's \" loss draft '' procedures state that draws are generally done 1/3 at a time. I understand the nature of the word \" generally '', but the company has flatly stated its absurd \" 50 %, 98 % '' policy multiple times in conversation. Undo Harm and Refusal to Make Commercially Reasonable Efforts to Resolve Disputes : When I challenged the company on how somebody without means to front repair costs, I was told that they try to work with those who ca n't. They have not. I have had to exhaust my credit lines in order to fund these repairs. Borrowing the money has caused me to incur interest charges. I 've been given every excuse possible for the absurdities of the process, and have had to front up to approximately {$20000.00} of my own money prior to reimbursement. Further, I 've been required to pay additional fees for the company 's own inspections. I 've been forced to pay for overnight delivery of reimbursement checks, which, to my detriment, was not followed through on by the company with the most recent draw. I had to escalate this problem to a manager twice, was promised it was taken care of, lied to about the company not having the ability to wire money, found ( after a lack of follow up from the manager ) that the check had gone out regular mail in spite of promise to the contrary, argued with about the need to immediately stop payment on that check and overnight a new one, then lied to again about the arrival date of the overnight. Both checks ( the one on which a stop payment was placed and the overnighted check ) arrived within one day of each other. I have been at 96 % completion for three weeks, and the Company has made no effort to contact me proactively to issue my final check. They are also currently withholding my check for the depreciation portion of my claim. I was assured that they would reach out soon after the last draw, and they have not. This whole process, begun around the beginning of XX/XX/XXXXwith FULL required paperwork provided to the Company, has caused my contractor to slow because of my inability to continue drawing on credit lines to fund him. My credit score has declined significantly as a result of line usage, and one of my card issues has reduced my credit line. These are long-lasting, damaging effects of the Company 's process over and above the additional monetary costs. Potential Criminality : The process is so obstructive that I can think of no other reason that Planet Home is using liquidity provided by the loss claims checks to bolster and perhaps leverage its own balance sheet. I have incurred costs as a result of the Company 's willful misconduct including interest on credit cards, damage to my credit score, extreme delay in completing repairs, costs of overnight envelopes, emotional damage, and legacy effects as a result of decline of my credit. On XX/XX/XXXX, I utilized the Company 's complaint section on its website to lodge a formal complaint. I felt compelled to do this because I was not offered a way to do so over the phone. After requesting such and waiting on hold 10 minutes, I decided the company likely did not have an adequate process in place ( in spite of it being regulatorily required ), and that I and the Public would be better served putting it in writing. Though this complaint is far more extensive, much of the wording accusing the Company of criminal behavior and potential civil and regulatory action should have caused it to reach the highest management levels. I should have also received an immediate response if for nothing else than to state that it was being reviewed. I have received no response Sometime in the last week ( XX/XX/XXXX ), I received a sales call from the company asking if I wanted to look at refi options. I declined and told them I had filed a formal complaint with the company, received no response, and asked that the agent raise the issue up. I have still received no follow-up. Coincidentally, in XX/XX/XXXX of this year, CFPB issued an enforcement action against the Company naming it a party to an illegal scheme that sounded eerily similar to the sales call I received ( and have received several times in the past ). XXXX XXXX XXXX I am not an attorney, and I have not yet involved one. I seek reasonable resolution to my personal losses and damages caused by the company. I also seek injunctive action from its regulators and further investigation into the reason it operates in this manner. I believe there is a strong likelihood of criminality at the core of my seemingly small problem, and I hope that this will be handled appropriately.","date_sent_to_company":"2017-05-24T12:53:34.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"30328","tags":null,"has_narrative":true,"complaint_id":"2493383","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PLANET HOME LENDING, LLC","date_received":"2017-05-24T04:18:43.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I had to escalate this <em>problem</em> to a manager twice, was promised it was taken care of, lied to about the company not having the ability to wire money, <em>found</em> ( after a lack of follow up from the manager ) that the <em>check</em> had gone out regular mail in spite of promise to the contrary, argued with about the need to immediately stop payment on that <em>check</em> and overnight a new one, then lied to again about the arrival date of the overnight."]},"sort":[9.740038,"2493383"]},{"_index":"complaint-public-v1","_id":"3467660","_score":9.531375,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened a checking and savings account with USAA in late XXXX or early XX/XX/2019. I began transferring my funds from XXXX XXXX XXXX  XXXX XXXX XXXX. I set up direct deposits from my income sources to USAA Savings Bank ( USAA ). During the day of XX/XX/XXXX, I began setting up online auto bill pay to institutions whom I owe debts. While setting up those payments, I had a slight problem with one or two of the recurring payment set up 's. It appeared those payments might be paid twice on the same dates, so they appeared to be rejected and I was unable to correct them without deleting the entire payment first. I left the set up and planned to call USAA the next day to discuss the bill pay and what to do about the issue. On XX/XX/XXXX, I spoke with a banking representative about the bill pay issue. We resolved that I would go back online and delete the accounts and re-enter them and if further problems occurred call USAA back for further help. At the end of this discussion I inquired to the representative about International Wire Transfers due to the fact there was no information in the online banking tools to describe this procedure, and I explained that in the near future I would have to make an international wire transfer. The representative switched me over to the department that handles international wire transfers. When speaking with the representative in the department I inquired about a wire transfer to the country of XXXX. He responded that when I am ready to make a transfer there, just call back and it can be set up and sent, but that it can only be set up at the time a person is ready to make the transfer. I left the conversation satisfied and we ended the call. Later that evening I recognized an email from XXXX canceling an online order I had previously made earlier that day with them using my VISA debit/credit card from USAA. I was baffled and confused by the email, knowing that I had the funds in my checking account to cover the amount of the order. I immediately when online to my USAA account and was unable to enter the account due to security reasons. This incident was very upsetting, and I had to wait through the night wondering why my accounts were frozen. \n\nOn XX/XX/XXXX, early morning, I called USAA and after verifying my identity understood that my phone number had been automatically routed to the Security Fraud Department ( SFD ) at USAA. I spoke with a woman security agent whose name I do not remember. I asked her why I was routed there and what was going on with my account that it was frozen for security reasons. To the best of my recollection She told me that I must have made a mistake made a mistake while setting up my bill pay. I responded yes, I might have but spoke with a representative and thought the issue was resolved during my conversation with banking rep. I told her also that I am skeptical about the reason she gave me as to why my accounts are frozen. I exclaimed that online bill pay is a tool component of my account and setting them up and even making a mistake should not be a reason to freeze my accounts. I went further to say that I believe my accounts were frozen due to my inquiry into an international wire transfer to XXXX. She responded \" tell me about that. '' I told here then that I will need to make wire transfers to XXXX for airline tickets for my immigrant wife to join me here in the United States. She asked \" how much would I be sending. '' I told her that I don't know. I'll know when I find out the price of the tickets through the airline booking. She then asked me \" how long '' I'd been married to my wife. I thought the question was inappropriate and the discussion went down hill from there. I thought I was being more harassed and made to feel like a criminal with my own money. In anger, I told them to give me the physical address to their bank so that I could go and immediately close my accounts. She gave me the address, but I recognized in hind site that was not a good idea to have to close my accounts after setting up direct deposit that would take up to two months to close. The call ended with no  resolution or reason given by the SFD exactly why my accounts were frozen. \nI called by to the USAA and although I was routed bank to the security department, I was passed on to the Executive Resolutions Team ( ERT ) where I spoke with an XXXX  named XXXX. At that time she told me that USAA reserves the right to close a members account at any time for any reason. Further, she said that it can take of to 60 days for my funds to be returned to me ( I think ) while an 72 hour investigation by the SFD is in progress. I was in complete shock to what was going on and demanded that my funds be released immediately. In short all XXXX could do was to \" request '' my funds be released sooner, and without any definitive time frame when my funds could be released. Again I was in shock. I had no control at this time and even currently today on XX/XX/XXXX of my legitimate funds being held in frozen accounts. \n\nOn XX/XX/XXXX, I called USAA and spoke with XXXX another member on the ERT. XXXX empathized and understood my concerns and promised to look into the matter and said someone would call me the following day. \n\nOn XX/XX/XXXX, I received a call from XXXX of the ERT.  He stated he tried to call me on the XXXX, but for some reason he could not get through. I explained to XXXX what I thought was the reason I my accounts were frozen. I told him the wholes story and the reasons I needed to make an international wire transfer to XXXX. I explained the stress and distress this issue was causing me as I also explained to XXXX on the XXXX. He empathized and understood and told me that he would submit a request to the Security Fraud Depart. ( SFD ) to re-look at the issue and resolve in my favor. To my recollection he would call me back the following day. \n\nOn XX/XX/XXXX, and late in the afternoon, because I had not gotten a call from the ERT, I called and spoke with XXXX. Again I told him the same story as I did previously with XXXX, XXXX and XXXX. XXXX empathized, agreed and understood my side of the story and told me to call on Monday believing the case would be resolved. \n\nOn Monday XX/XX/XXXX, I called USAA and spoke with ERT 's XXXX. She looked through the notes and saw that request had been made to the SFD with no resolution or that my issue was still under investigation. With all of them, I was told that the investigation by SFD would take 72hrs. In  concluding a lengthy conversation with XXXX as was done with the other three individualS and at the point of pleading with these individuals that I can not afford this happening it's been a week and my funds are frozen. I have obligations, I have to eat, travel and do business. It's a nightmare situation. I've done nothing wrong. That your SFD froze my accounts before even speaking with me about their concerns. On and on how this situation my ruin my credit if USAA holds my funds where I can not pay my bills or send for my wife and young son. XXXX said that she would escalate the issue to USAA 's Advocacy Team ( AT ). I was told that someone would be calling me by Wednesday the XXXX to discuss my side of the story. I told her to tell them to listen to the call recordings of my conversation with the woman at SFD and how she treated me with disrespect and as if I were a criminal just for making an inquiry into an international wire transfer. The call ended with XXXX and Wednesday came and went with no call from USAA 's AT. \n\nOn XX/XX/XXXX, because I did not receive a call from USAA 's AT. I called and spoke with XXXX of the ERT. She said that by now SFD must have found what they think is an actual fraud on my part. That because this has taken or has gone to this point their must be something there. I disagreed and stated to her and which I believe that USAA 's SFD is covering their XXXX XXXX because there is nothing fraudulent that I've done, they ( SFD ) are wrong. I explained my entire story to XXXX. My living in XXXX for 20 months and marrying my wife. I told her that I could send correspondence from me to the U.S. Embassy in XXXX dealing with my wife immigrating to the US and that process is weeks from being complete and that would confirm why I need to transfer funds. I explained how I get paid and all direct deposits come from US DoT. At the end of another lengthy discussion where I spill my entire life story to my bank. XXXX tells me to wait another 48hrs. for the SFD to look at the case more. \n\nThis issue is still ongoing without resolution.","date_sent_to_company":"2019-12-13T12:47:49.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"76549","tags":"Servicemember","has_narrative":true,"complaint_id":"3467660","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-12-13T10:56:08.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I opened a <em>checking</em> and savings account with USAA in late XXXX or early XX/XX/2019. I began transferring my funds from XXXX XXXX XXXX  XXXX XXXX XXXX. I set up direct deposits from my income sources to USAA Savings Bank ( USAA ). During the day of XX/XX/XXXX, I began setting up online auto bill pay to institutions whom I owe debts. While setting up <em>those</em> payments, I had a slight <em>problem</em> with one or two of the recurring payment set up 's."]},"sort":[9.531375,"3467660"]},{"_index":"complaint-public-v1","_id":"18922128","_score":8.86748,"_source":{"product":"Mortgage","complaint_what_happened":"REFERENCE : Original Complaint IDs : XXXX, XXXX, XXXX Servicer Case Number : XXXX Loan # : XXXX Property : XXXX XXXX XXXX, XXXX, XXXX  XXXX XXXX : Truist Bank DATE : XX/XX/XXXX SUMMARY On XX/XX/XXXX, Truist Bank submitted a response to my CFPB complaint regarding escrow mismanagement and an unauthorized {$9700.00} payment to XXXX XXXX. Truist 's response is inadequate. They dismissed all of my demands without providing the documentation I requested or explaining their decision. \n\nI am filing this follow-up to document Truist 's failure to respond meaningfully and to request that the CFPB escalate this case.\n\nTRUIST 'S RESPONSE FAILS TO ADDRESS MY DEMANDS DEMAND # 1 : Itemized Escrow Reconciliation What I Requested : Show me exactly how the four XXXX payments ( totaling {$16000.00} ) resulted in the {$5900.00} escrow shortage as of XX/XX/XXXX Escrow Analysys. Provide a line-by-line reconciliation showing starting balance, each payment, the {$5200.00} deposit, and the final shortage calculation. \n\nWhat Truist Provided : \" The shortage equals {$5200.00} \" without any accounting. \n\nThe Problem : Truist gave me arithmetic but no reconciliation. I still can not verify : What my escrow balance was before the XXXX payments How each XXXX payment affected that balance How the {$5200.00} overpayment deposit factored in How these specific numbers add up to {$5900.00} Without this reconciliation, I can not confirm the shortage is legitimate or correctly calculated. Truist is asking me to accept their answer without proof, the same way they have been deflecting for almost 21 months.\n\nDEMAND # 2 : Suspend Shortage Charges Pending Resolution What I Requested : Stop charging me $ XXXXmonth for a shortage while this dispute is being resolved or whatever they have been charging me in the monthly payment. Set the money aside instead of charging me while the bank fixes their ERROR. \n\nWhat Truist Provided : \" Can not suspend because it's included in your monthly payment. '' The Problem : This is a non-answer. Truist 's own letter says they can spread shortage charges over different periods \" if causing hardship '' ( 24, 36, 48, or 60 months ). This proves they have the ability to modify shortage handling. I should not be paying any extra to my monthly payment until the bank fixes the error. I have been paying extra every month for at least 21 months. \n\nI'm being charged $ XXXXmonth in many cases up to {$800.00} a month extra for a shortage Truist can not explain and appears to be Truist 's fault. I should not pay for unproven amounts while the dispute is pending. \n\nDEMAND # XXXX : Truist Must Recover XXXX Credit ( Not Me ) What I Requested : You initiated the {$9700.00} DEP payment while knowing the account was disputed, a fact that the bank acknowledg. The current dispute with XXXX resulted in a {$6600.00} credit which the bank must recover. I should not have to file paperwork for money from a payment I didn't authorize and spend hours and weeks dealing with XXXX \n\nWhat Truist Provided : \" Borrower authorization is required for the refund application. '' The Problem : I spoke with XXXX directly, and they confirmed Truist CAN request the refund without my involvement. XXXX said Truist can file a claim immediately and they can send the check ledgers and request a refund. XXXX has said many banks have made overpayments in the past and there is a simple process to recover those monies. \n\nTruist is wrong about the authorization requirement. More importantly, Truist made the payment ; Truist should handle the recovery. Shifting this work to me is unacceptable. I did not authorize the original payment, so I should not have to handle the recovery. \n\nDEMAND # 4 : Refund Shortage Charges ( Since Shortage May Be Truist 's Fault ) What I Requested : Refund all $ XXXXmonth shortage charges collected since XXXX, or credit them to my principal balance. \n\nWhat Truist Provided : \" There was no bank error. '' The Problem : Truist admits in their XX/XX/XXXX letter that they paid to \" XXXX XXXX '' instead of XXXX and also that they paid a DEP overage without having to do so and without my authorization. That is an error. Truist can not deny the error while simultaneously acknowledging it.\n\nI should not be charged monthly to repay a shortage that Truist 's own error may have caused. This is backwards.\n\nDEMAND # 5 : Longer Repayment Period ( If Shortage Remains ) What I Requested : If a legitimate shortage remains after XXXX recovery, spread it over 120 months instead of 60 months or simply do not put that burden on me. \n\nWhat Truist Provided : \" Maximum is 60 months for hardship cases. '' The Problem : If the shortage results from Truist 's mistake, I should not face steep monthly payments. A longer amortization period is fair when the servicer caused the shortage by their own mistake. Truist refuses to be reasonable about this. \n\nDEMAND # 6 : All Communication in Writing What I Requested : No more phone calls. Everything in writing ( email or mail ). Upload all documents to my online portal. \n\nWhat Truist Provided : \" Please call us if you have questions. '' The Problem : Phone calls create no record. For a complex dispute like this, I need written documentation. Phone conversations can not be verified or cited later. Truist continues to avoid creating a paper trail.\n\nTRUIST 'S PATTERN OF EVASION Truist 's response shows a clear pattern : Provides numbers without explanation Generic math instead of transaction-level reconciliation Refuses to acknowledge their error Denies \" bank error '' while admitting they paid to wrong entity Shifts responsibility to borrower Demands I recover money from a payment Truist made Avoids written documentation Directs me to call instead of responding in writing Dismisses all demands Provides no substantive response to any of my six requests This is not a good-faith response. This is stonewalling.\n\nWHY THIS MATTERS What Truist should do : Provide clear reconciliation of escrow account showing how shortage was calculated Acknowledge their error in paying to wrong entity File the XXXX refund claim themselves ( they initiated the payment ) Refund or credit the unproven shortage charges ( about 21 months of monthly extra payments I have been doing ) Agree to reasonable repayment terms due to their mistake and to aliviate my hardship to having to pay more monthly. \n\nProvide all documentation in writing What Truist is doing instead : Providing meaningless arithmetic Denying errors they acknowledge Shifting their responsibility to me Avoiding written documentation Dismissing every demand WHAT I'M REQUESTING FROM CFPB Reopen this complaint and direct Truist to provide the specific documentation I requested Escalate to CFPB enforcement This pattern suggests systemic escrow mismanagement by Truist Investigate whether Truist systematically : Fails to provide clear escrow reconciliations Shifts recovery responsibilities to borrowers for servicer-initiated payments Avoids written documentation of escrow disputes Consider enforcement action if patterns are found I have a right to clear explanations of escrow charges. Truist is not providing them. The CFPB should hold them accountable. \n\nsee attached what I requested in my previous complain on XX/XX/XXXX vs what Truist Responden on XX/XX/XXXX","date_sent_to_company":"2026-01-22T15:03:30.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"11208","tags":null,"has_narrative":true,"complaint_id":"18922128","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2026-01-22T14:46:37.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["DEMAND # XXXX : Truist <em>Must</em> Recover XXXX Credit ( Not Me ) What I Requested : You initiated the {$9700.00} DEP payment while knowing the account was disputed, a fact that the bank acknowledg. The current dispute with XXXX resulted in a {$6600.00} credit which the bank <em>must</em> recover."]},"sort":[8.86748,"18922128"]},{"_index":"complaint-public-v1","_id":"3072102","_score":8.857107,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XX/XX/2018 I took a recreational trip to XXXX XXXX, XXXX. About midway through my trip, on Monday XX/XX/XXXX, I visited the neighborhood of XXXX. Near the main square in XXXX I visited a restaurant called XXXX XXXX. Throughout the trip I had been using my Bank of America American Express card to pay for a number of purchases, as I found the international exchange rates on the card to be favorable. \n\nAt the end of the meal, the check came and I asked the server if I would be able to use a credit card to pay. He looked briefly confused, which almost caused to to just pay with cash instead, but before I fully made that choice, the server returned with an iPad and a credit card swiper extension. The total bill was XXXX pesos ( about XXXX dollars ) and when the server handed me the iPad to sign, that was the amount I saw displayed. XXXX pesos. I signed for that amount and the server asked if I would like to leave a tip. I said of course, was handed back the iPad, and myself typed in the amount of XXXX pesos for a tip and signed for it. They did not offer me a receipt and, thinking nothing of the transaction at the time, I didn't ask for one. \n\nThe next day, while looking at my bank statement in my XXXX, I noticed something off about the pending amounts. On my Bank of America online statement one charge pending charge was at XXXX dollars, and the other charge was at XXXX dollars. These amounts were clearly not correct and concerning, but I figured that it may have just been an issue with a pending charge, as those can frequently display incorrectly before they are formally posted. \n\nUpon returning home from the trip, I checked my bank account and noticed that the charges had indeed posted as the incorrect values, XXXX dollars and XXXX dollars. My hunch at the time was that, through likely incompentence, the server had punched in the wrong numbers while finalizing the tip. Given that the peso amounts charged were XXXX pesos ( as opposed to XXXX ) and XXXX pesos ( as opposed to XXXX ) my guess was that someone had accidentally punched in a couple extra zeros by accident. No big deal, this amount is clearly off and suspicious, I thought I would make a single phone call to Bank of America and we would quickly take care of the problem. This is where the nightmare begins. \n\nUpon calling the Bank of America credit services line, I was informed that I would have to go through a formal procedure that could take up to 90 days. This was confusing to me as everything seemed pretty clear cut, but that's what they asked for. Over the course of the next month and a half, I would deal with the credit services team several times. The main point of contention came when I told them that I didn't have a receipt from the restaurant. To me this didn't seem like a huge deal but taken together with the fact that my signature appeared on both of the fraudulent amounts they told me that there was nothing they could do to help. I was gobsmacked. \n\n( To clarify my signature being on the fraudulent amounts : I work in the restaurant industry. Upon receiving a customers card information, in many systems it is possible to change the amounts charged to their cards. Thus, despite me signing for the proper amounts, the restaurant, somewhere down the line, changed the amount on their system, either incompetently or maliciously, causing me to be charged 100 times the correct amount. ) The representative from Bank of America suggested that, instead of them doing anything to help me as my bank, I try to get in touch with the restaurant myself. Absurd as that was, I'm actually lucky enough to have a friend down in XXXX XXXX who was willing to help me. He went to the restaurant and reported the problem to them. They were aware of the issue and agreed to charge my card back. I gave them my info, my friend actually paid them the amount of money on my original tab, again, so they wouldn't be out anything, and I thought the issue was resolved ... \n\n... Except it wasn't. I waited and waited but the money didn't come back to my card. I got into contact with both Bank of America and American Express and both of them were unhelpful. I once again contacted my friend and we eventually were told that some sort of international hold had been put on the charge back, so they cancelled it and we decided to try again. By this point months had passed with no help and only frustration from Bank of America and the restaurant. Once again, the charge back failed to come through to my card. I went into Bank of America in person, and there was once again no one willing to help me. \n\nEventually I reported Bank of America to the XXXX. Upon doing that Bank of America contacted me from what they called their \" highest escalation level ''. Once again, much to my ever growing disbelief and anger, they were unwilling to help, as they kept citing that because my signature existed on the documents, I must have signed for that amount, even though I clearly did not. \n\nXXXX recommended me to this page, so here I am.","date_sent_to_company":"2018-11-12T23:31:37.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60613","tags":null,"has_narrative":true,"complaint_id":"3072102","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-11-12T22:59:27.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Throughout the trip I had been using my Bank of America American Express card to pay for a number of purchases, as I <em>found</em> the international exchange rates on the card to be favorable. \n\nAt the end of the meal, the <em>check</em> came and I asked the server if I would be able to use a credit card to pay. 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