{"took":225,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":29,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14317999","_score":20.979496,"_source":{"product":"Debt collection","complaint_what_happened":"Back in early XXXX I was having trouble with fraud and identify theft that started around the pandemic. I went to XXXX and bought a {$40.00} XXXX prepaid phone and phone card. I had multiple issues and only used the phone for about a month or two and showed New Mexico State Police Problems I was having with phone and was advised to throw phone away since it was a prepaid burner phone. I also spoke with associate at XXXX store on XXXX at the time but they were unable to fix problems I was having so phone was disposed of. There was no phone contract as it was a prepaid, service that required purchase of data and cellular plan monthly. I spoke to XXXX XXXX at the number on my credit report back in or around XX/XX/year> and they transferred me to the prepaid number who stated this issue would be resolved yet it remains on my credit. This morning I contacted XXXXXXXX XXXX at the phone number XXXX and provided them with the reference number XXXX and spoke with a female by them name of XXXX. She asked for further information such as account number and phone number. I informed her I did not recall phone number and credit report did not provide an account number and I have never received any correspondence for this issue. She stated without either she could not help me. I then notified XXXX  once again.","date_sent_to_company":"2025-06-30T14:09:14.000Z","issue":"False statements or representation","sub_product":"Telecommunications debt","zip_code":"88001","tags":null,"has_narrative":true,"complaint_id":"14317999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2025-06-26T14:08:42.000Z","state":"NM","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["Back in early XXXX I was <em>having</em> trouble with fraud and identify theft that started around the pandemic. I went to XXXX and bought a {$40.00} XXXX prepaid <em>phone</em> and <em>phone</em> card. I had multiple issues and only used the <em>phone</em> for about a month or two and showed New Mexico State Police <em>Problems</em> I was <em>having</em> with <em>phone</em> and was <em>advised</em> to <em>throw</em> <em>phone</em> away since it was a prepaid burner <em>phone</em>."]},"sort":[20.979496,"14317999"]},{"_index":"complaint-public-v1","_id":"1796484","_score":16.02025,"_source":{"product":"Consumer Loan","complaint_what_happened":"I purchased a vehicle from Car-Mart on XXXX XXXX, XXXX. I was advised that my pay history would be reported to my credit monthly, and it has not been. I bought a one year warranty for the vehicle that was offered to me from Car-Mart due to the vehicle being used. The vehicle was a XXXX XXXX XXXX. In the year and one month that I had the vehicle, my payments were always on time. I was only able to drive the vehicle half of the time I had it due to it being in the shop so often. I had several meetings with the Car-Mart staff and each time, they assured me that they fixed the problem. I told them each time that I brought the vehicle back to the shop that when the vehicle fills up with gas, it shuts off, typically while I am driving down the road. They tried to make it right at first by what I thought was a discount on the car loan, but it turns out that they were just modifying the loan and pushing payments further. I asked for follow up phone calls from management at Car-Mart and never heard anything. I talked to the Service Manager, XXXX, who advised that they really were n't sure what the problem is and that they just keep throwing parts at the vehicle to see if that fixes the problem. I 've been going through this nightmare for an entire year and having to get alternate transportation while my XXXX was being worked on. I was never offered another vehicle to drive and kept paying {$50.00} for a deductible each time the XXXX went into the shop for the same reason over and over again. I had several conversations with XXXX and XXXX at Car-Mart and they were uninterested in finding a solution to this issue. I finally talked to XXXX, the finance manager, last week when she called because I told XXXX I still had n't heard from XXXX or XXXX as promised. She asked what we could do to rectify the situation. I advised that at this point, I would just like to have a clean slate, give the XXXX back and not have to pay for a broken vehicle anymore. She asked again if there was anything else they could do and I said no. She said she would try to come up with something else by the time I came in, but that it was okay to give the XXXX back with a clean slate. When I walked into Car-Mart to get my personal items out of the vehicle, they had voluntary repossession paperwork that they said I had to sign in order to get my stuff back. I advised that I will not be signing the papers due to this not being a voluntary repossession and it being that they sold me a lemon vehicle and that XXXX had advised this would be a clean break. They said that this had to be signed in order for me to get my stuff. I said no and they wrote on the paperwork that I refused to sign the documents. I asked for a copy of my file and XXXX advised that the paperwork was Car-Mart property and that I would get my \" notice. '' The tone in which it was said was threatening as if I would face financial or credit-impacting consequences for releasing the jeep. It is my opinion that Car-Mart is fraudulently selling cars to people that are trying to get back on their feet that are damaged and not in good working order and charging fees ( warranty deductible ) to incorporate more revenue into their business.","date_sent_to_company":"2016-02-20T16:35:19.000Z","issue":"Taking out the loan or lease","sub_product":"Vehicle loan","zip_code":"74008","tags":"Servicemember","has_narrative":true,"complaint_id":"1796484","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Americas Car-Mart, Inc.","date_received":"2016-02-20T16:35:18.000Z","state":"OK","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I asked for follow up <em>phone</em> calls from management at Car-Mart and never heard anything. I talked to the Service Manager, XXXX, who <em>advised</em> that they really were n't sure what the <em>problem</em> is and that they just keep <em>throwing</em> parts at the vehicle to see if that fixes the <em>problem</em>. I 've been going through this nightmare for an entire year and <em>having</em> to get alternate transportation while my XXXX was being worked on."]},"sort":[16.02025,"1796484"]},{"_index":"complaint-public-v1","_id":"6586456","_score":15.412647,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased two American Express gift cards ( one for {$350.00}, and one for {$500.00} ) on 2/15 at my local grocery store. Within 6 mins of purchasing, I checked balances to ensure the cards were loaded before throwing receipts away and came to find that the money was completely wiped off the cards. I went back to store I purchased them from, spoke to the XXXX and was told I had to deal with American Express directly. I called American Express at least 15 times since XX/XX/15 and spent over 10 hours on the phone. I came to find out the cards were hacked and the money was taken the second they were loaded. American Express Customer Service provided the merchants websites and phone numbers for where the money was spent, and advised me that the responsibility was on me, to dispute directly with the merchants. However, when I called the numbers provided by American Express, I found they were completely different companies from the companies listed in American Expresss system. The companies listed in the Amex system were actually fake/ didnt exist. The companies whose phone numbers were attached to these fake companies in Amex 's system were legitimate but completely different and they had no such connection to the fake company or awareness of any transaction or purchase.\n\nCompany 1 for {$350.00} : Amex stated purchase was made to : XXXX  Gift XXXX XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXXXXXX XXXX XXXX. \n\nCompany 2 for {$500.00} : Amex stated purchase was made out to : XXXX XXXX. \nGift Card : XXXX XXXX Phone # XXXX When I called that #, it is actually for a company called XXXX. \n\nBoth companies confirmed they are not connected to the \" companies '' listed in Amex 's system, do not sell retail to consumers and have no purchases/transaction made using a Amex gift card. I also have email / text confirmations from the companies.\n\nAmerican Express customer service, as well as 3 supervisors ( after being hung up on 3 times and having to call back and sit on hold for an hour each time!, including \" XXXX '', \" XXXX '', XXXX '' and \" XXXX '' among others ) advised me its my problem to deal with a lost or stolen card ( please note : the card was not lost or stolen ; it was hacked ) ; and I need to dispute with the merchants ( the merchants that are actually ghost companies that dont actually exist ) and no one would help me per their policy. \n\nI have now lost almost {$1000.00} dollars and American Express has washed their hands of any responsibility. I need to be very clear - I read your policy, and your policy states there will not be any refunds for a lost or stolen card and I understand that but my cards were not lost or stolen- they are still very much in my possession. The problem is that the cards were hacked and literally the second I purchased and loaded them at the store- the money was taken by someone. \n\nAttached are communications with the companies Amex is stating the money was spent at, providing that is not true, and the card/Amex system was hacked, along with the reciepts proving i paid for the cards.","date_sent_to_company":"2023-02-17T17:40:18.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"193XX","tags":null,"has_narrative":true,"complaint_id":"6586456","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-02-17T17:30:23.000Z","state":"PA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":[", including \" XXXX '', \" XXXX '', XXXX '' and \" XXXX '' among others ) <em>advised</em> me its my <em>problem</em> to deal with a lost or stolen card ( please note : the card was not lost or stolen ; it was hacked ) ; and I need to dispute with the merchants ( the merchants that are actually ghost companies that dont actually exist ) and no one would help me per their policy. \n\nI <em>have</em> now lost almost {$1000.00} dollars and American Express has washed their hands of any responsibility."],"issue":["<em>Problem</em> with a purchase shown on your statement"]},"sort":[15.412647,"6586456"]},{"_index":"complaint-public-v1","_id":"1714251","_score":14.491553,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX/XXXX/XXXX I opened a credit card with the Bank of America. On XXXX/XXXX/XXXX I was notified the card did not go through during a transaction so I called the company. I was told by CSR XXXX that they needed to \" verify '' my Social Security number and since that process was n't completed the card was closed. I was in awe - shocked. I advised the CSR that I had not received anything requesting additional information from the Bank of America and she advised that a letter had been sent out. I have no idea where they sent that letter but it was n't to my address. I advised her of this. I wound up talking to XXXX, Manager and she was trying to get us through to the department we needed to straighten the situation out. We were on hold for an extended period of time and she gave me the direct number. On XXXX/XXXX/XXXX I called ( XXXX ) XXXX - the Compliance Processing and Monitoring Department and spoke to CSR XXXX. He advised to fix the situation and re-open the card I had to A ) Go in to a Bank of America branch ( there are none within a XXXX mile radius, at least, from my house ) or B ) I could fill out a form and fax it back to them. My Social Security number is not going out anywhere on paper. This is their problem and they make it mine. When I asked to speak to a Manager I get XXXX, an Escalation Specialist. I told him because of their mistake my credit is affected and he says \" Correct '' - then he catches himself and says \" there is minimal or any affect to my credit ''. I do n't even think \" minimal '' is fair - I did nothing wrong. If I had received a letter I would have responded to it. I have a XXXX XXXX I have had for many years. I do n't ignore things. If they have an \" internal audit '' that involved needing my Social Security number and the account gets closed through no fault of my own, how is that my problem ie : affecting my credit? At the tail end of our conversation, XXXX says to me \" You had a Bank of America card that was closed with a balance ( I think he said ) of {$500.00} on it ''. That card was closed when I was forced to claim bankruptcy in XXXX. I was a Nurse and blew out my spine lifting a patient. I lost everything and was forced to file bankruptcy. I told XXXX, Manager, this, but I am sure there was a code showing along with the old account and he was quite aware that the card was closed in a bankruptcy. It sounded like he was throwing it up in my face, like \" I 'll show her ''. \" How dare he mention this? What did it have to do with the matter at hand? He does n't know the back round of the bankruptcy - I am now legally XXXX from this injury. How unprofessional. He should consider himself lucky if he has never faced a catastrophe and had to deal with everything that goes with it. And this from an \" alleged '' professional. \n\nMy complaint is that The Bank of America 's mistake is going to affect my credit, plain and simple. They have to have a better system during these \" audits '' - My phone number is on file - what happened to a follow-up phone call after sending the letter? Everything could have been avoided if this practice was in place. \n\nI am glad, at least, that the Bank of America will no longer get ANY of my business and I will be sure to relay this to all family and friends.","date_sent_to_company":"2015-12-23T16:31:28.000Z","issue":"Closing/Cancelling account","sub_product":null,"zip_code":"120XX","tags":null,"has_narrative":true,"complaint_id":"1714251","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2015-12-23T15:39:28.000Z","state":"NY","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They <em>have</em> to <em>have</em> a better system during these \" audits '' - My <em>phone</em> number is on file - what happened to a follow-up <em>phone</em> call after sending the letter? Everything could <em>have</em> been avoided if this practice was in place. \n\nI am glad, at least, that the Bank of America will no longer get ANY of my business and I will be sure to relay this to all family and friends."]},"sort":[14.491553,"1714251"]},{"_index":"complaint-public-v1","_id":"5310432","_score":13.985856,"_source":{"product":"Checking or savings account","complaint_what_happened":"On Friday the XXXX rec 'd call from ATL Union Bank about NSF call the payee, and the bank. Advised money is in the account, dont know why they didnt run the check bank Per Mgr, they dont 1 time that all, etc. \n\nFrom Friday to Now its been a nighmare with this bank, I believe they deliberatly holded my cashie 's check without processing it. I was told they can get it out the ATM and process it by the Market Mgr, so tell me why its Thursday morning at XXXX and this check is still not cleared in my account., I had to run around all afternoon, leave my place of business to get a cashie 's check from the payee out the same account XXXX  XXXX XXXX  where the original NSF came from. I did everything the bank manager XXXX XXXX stated to do, and it will be clear. That didnt happen. I will be filing an investergations with the Attorney General Office in regards to this bank sabotaging by small business. I will not let them get away with this, they could of help instead, I got lied on about threating staff, was told they will get it out the ATM, and was told I would be called everyday until it clears. Well I didnt rec 'd a call from anyone yesterday after XXXX ATL Union Bank , this is when you aware, they are trying to get you upset and out of character. Nope, I will use file complaints remember your staff tired to lie stated I threating her, LIES -stating I'm going to sue is not a threat its a promise.and get this to not happen to Business customer or personal, it degrading and disgusting that ppl have feeling into business, this is business not feeling. These branch and managers need to be looked into someone's business can get destroy for feelings. \n\n\nI'm a small business owner and the bank manager contacted me regarding a NSF check, XXXX XXXX, the bank manager in XXXX VA, advised me to stop using themoney, contact the person who gave the check and hang up. Wait, I got in contact with the payeeand the bank. I was advised the money is in the person 's account, and to have them resubmit the check, I called XXXX XXXX back and asked her did you make a courtesycall to XXXX XXXX. She advised no, that's not the process, First she didn'tknow the process because she advised me FRAUD had the case as it was Fraud, then couldn't advise whether they was placing the check back in to be ran a 2 second time as XXXX XXXX advise, they can put the check back for withdrawal. Well the bank manager had no clue what to do, how it works to assist a business owner, which funds taht were needed to run my business, instead she proceeded to act nonchalant or care in the world. She continued to talk in a low tone, as she didnt care as if beingdisrespectfulout loud is the worst. No, what is worse is howyou didn't know your job, causing me to run around getting a cashier 's check from thepayee to resubmit, ( Which was place in the acct on the 7th and still not clear ) and advise it would be available the next day once I placed it in my account. Prior to this conversation, I asked to have her manager call me, it took her manager until Monday to contact me, and advised I need to learn how to talk, etc, used by discussingdemeanoras I was threatening her life and notated it becauseI belittle her work ethic and askfor her manager to contact me because I could not get what to do, no help at all regarding a check I place into by business account, that I'm aware the money is there, but two banks differ, her manager was more focus on my demeanor then the problem at hand, where as my demeanor was not the issue prior, if your staff learns how to assist instead of hanging up phones and given wrong information to assist a small business. Do youthink they worried about the oppression, I rec 'd that day alone with a soft spoken person acting like ok, and so what if you just go get another check, let me get off my phone. That was her demeanor ; it wasn't loud but oOK for her to do!! EQUAL JUSTICE or NO JUSTICE, Period. How dare herassist in a manner that'sdegrading to a person business as throwing tactics of being soft spoken nice, But it's not nice to try and belittle someone in a soft spoken voice, as not caring to a loud voice, then LIED about me threateningher, no I threatening to sue and she took that, but still answers my calls and spoke with me. Nevertheless, the problem still stands and I was advised by her Market Mgr. that she will get the check out ATM, run it etc. That didnthappen, so it's a control thing with these banks, higher position ppl, its how they feel that day is how they handle you. If this was about business, they would have done everything to make sure my account was taken care of after advising the money was there. I have no control over how two banks work, one making a mistake, and the other stating we don't have to resubmit, we don't have to rush on a cashier 's check etc, so basically it'swhat and how they want to work with you. Sad, no worries, I will never bank with ATL UNION BANK. AS soon as my money clears, closing the account.","date_sent_to_company":"2022-03-10T14:09:37.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"23224","tags":null,"has_narrative":true,"complaint_id":"5310432","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Atlantic Union Bankshares, Inc.","date_received":"2022-03-10T13:30:33.000Z","state":"VA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["then the <em>problem</em> at hand, where as my demeanor was not the issue prior, if your staff learns how to assist instead of hanging up <em>phones</em> and given wrong information to assist a small business."]},"sort":[13.985856,"5310432"]},{"_index":"complaint-public-v1","_id":"2707968","_score":13.29654,"_source":{"product":"Mortgage","complaint_what_happened":"Ditech Financial, my mortgage servicer, offered \" assistance '' for people affected by XXXX XXXX. I had called in because I was concerned about cash flow in my small business because, although I was not directly impacted by the storm, I live in the storm area. I was told Ditech was forgoing late fees and all negative reporting to credit bureaus for XXXX days for people in the affected area. I asked them to stop my auto-pay for XXXX. I was told I could just go online and make a payment and re-start Auto-Pay whenever I wanted. \nJust a few days later, I received a collection letter stating that my account was late. I immediately made a payment, still within the usual grace period, and called Ditech. They assured me that they were foregoing negative reporting, but I insisted on having something in writing. They refused. They said they \" could not '' give me anything in writing. I fought up the chain of supervisors and finally got some statement in an email. Shortly thereafter, I got a form letter laying out their storm policy. \nThe next month, I went online to make my mortgage payment and re-start Auto-Pay. I was given an error message that said my account was \" ineligible for Auto-Pay. '' Again, I spent quite some time on the phone with customer service and was told they would have to re-set my account for me to be able to enroll in Auto-Pay. Today, about XXXX weeks later, I received a XXXX letter from Ditech laying out the reasons they dis-enroll from Auto-Pay. The problem is n't that I was disenrolled. The problem is that I was told I could re-enroll whenever I wanted and that was simply not true. I had to spend valuable time fighting with them on the phone, never received an adequate answer, and now, finally, today, was able to re-enroll. \n\nRight before XXXX XXXX, I made some changes to my home insurance policies, which are paid through my mortgage servicer. Shortly after XXXX, I received a refund of flood premium check. I verified with my insurer and deposited the check. Then, I received another refund check, for home-owners. I verified with my insurer that this check was okay and not some error, was advised it was good and deposited it. A couple days later, Ditech stopped payment on their check to my insurer, causing my insurer to stop payment on their check to me. I and my insurer both incurred bank fees due to Ditech 's actions. My fees were {$12.00}, my insurer 's {$30.00}. I have spent hours on the phone trying to get Ditech to credit this {$12.00} to my account. It is a matter of principle! If they found an error they should have handled it a different way - i.e., asking for funds to be deposited to the escrow account. They should not have simply stopped payment on a check and caused all the headaches down the road. \n\nMy overarching concern is that Ditech is going to harm people in my community by their offer of \" help '' on mortgage payments. Getting a collection letter that my account was late was terrifying and stressful - I have NEVER made a late payment in nearly XXXX  years!! I think it is horrendous that people severely affected by the storm may have gotten such letters, too. Ditech rep, XXXX, with customer service 's response when I called in was, \" Sorry you are inconvenienced by having to throw a letter away! '' THIS IS NOT RIGHT! \nI also simply do n't trust them now - are they really foregoing reporting and late fees? Are people going to encounter problems when they do try to pay, problems caused by Ditech, and then be penalized for that? I want someone to check them out and make sure they are not harming people under the guise of \" helping '' them!","date_sent_to_company":"2017-10-20T19:02:36.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"77550","tags":"Servicemember","has_narrative":true,"complaint_id":"2707968","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ditech Financial LLC","date_received":"2017-10-20T18:31:06.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I verified with my insurer that this check was okay and not some error, was <em>advised</em> it was good and deposited it. A couple days later, Ditech stopped payment on their check to my insurer, causing my insurer to stop payment on their check to me. I and my insurer both incurred bank fees due to Ditech 's actions. My fees were {$12.00}, my insurer 's {$30.00}. I <em>have</em> spent hours on the <em>phone</em> trying to get Ditech to credit this {$12.00} to my account. It is a matter of principle!"]},"sort":[13.29654,"2707968"]},{"_index":"complaint-public-v1","_id":"5596226","_score":13.215179,"_source":{"product":"Mortgage","complaint_what_happened":"Contacted by XXXX XXXX from financial freedom mortgage about end of XXXX. I explained to her I would not be discharged from my bankruptcy 2 years until XXXX this year and that all previous finance companies said had to wait 2 years. After arguing I talked to XXXX ( supervisor  ) she assured me that freedom financial was a maryland company and was able to do the refinance before the 2 years. They said my credit was a soft pull. Turns out hard pull. XXXX XXXX came to my house to do the mortgage application on XX/XX/XXXX an assured me and my husband we had a loan for all our debt accept our cars until the appraisal came back. He collected {$580.00} for the appraisal and assured us we would have it back in 2 weeks. I had to borrow the money. \nXXXX XXXX XXXX XXXX I was contacted by XXXX XXXX for the next step. \nXXXX XXXX XXXX XXXX XXXX She set up the appraisal all the while assuring me we had the loan. The appraisal came back and then XXXX XXXX said there was no loan and I was out the {$580.00} for the appraisal. She is refusing to forward me to corporate to request a refund of the appraisal fee because they promised me it would be refunded. I was informed they shouldnt have even offered me a loan before the 2 year mark after a bankruptcy discharge so they couldnt even in good faith give me a loan. I have attempted to get corporate contact information from XXXX XXXX and XXXX XXXX by phone and email with no response. When there is a problem no one has a boss. The last time I requested contact information was XX/XX/05. I dont think Im going to get a response. I feel like they are offering loans they should not be offering and taking advantage of people. I do not have {$580.00} to throw away. They promised me the money back. They even tried to get me to skip my XXXX mortgage payment because they assured me I had the loan. Its weird to because I was receiving a lot of calls requesting to buy my house to. My husband as well. Are they getting people to skip their payment and then get further in the hole so they have to sell their house? They actually pulled my credit twice. XXXX XXXX also tried to tell me the appraisal was good for 6 months and I was advised that this is not true. Every lender usually wants their own appraisal.","date_sent_to_company":"2022-05-24T16:08:43.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"21061","tags":null,"has_narrative":true,"complaint_id":"5596226","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Financial Freedom Mortgage, LLC","date_received":"2022-05-24T15:42:05.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was informed they shouldnt <em>have</em> even offered me a loan before the 2 year mark after a bankruptcy discharge so they couldnt even in good faith give me a loan. I <em>have</em> attempted to get corporate contact information from XXXX XXXX and XXXX XXXX by <em>phone</em> and email with no response. When there is a <em>problem</em> no one has a boss. The last time I requested contact information was XX/XX/05. I dont think Im going to get a response."]},"sort":[13.215179,"5596226"]},{"_index":"complaint-public-v1","_id":"3024736","_score":12.858047,"_source":{"product":"Checking or savings account","complaint_what_happened":"PNC Bank fails to give all correct information to customers. I have had numerous phone calls regarding overdraft fees where in each call they have all said different rules and regulations for their policies. The only policy that is consistent is they give one courtesy refund per year. What they don't tell you is that even if they are refunding a fee due to their mistake, it still counts as the 1 courtesy refund. To me, a courtesy refund is when a customer makes a mistake and the bank refunds the fee even if it was a correct charge. \n\nI have been charged 12 withdraw fees within a month. That totals to {$430.00} I am currently unable to work due to my XXXX. My husband has taken on all of our expenses. I realized two checks and a car payment were coming out that we did not have the funds for until next week, so I called PNC Customer Service. I explained the situation and the associate told me to OPT IN to Overdraft Coverage. So I did and thought what a great solution! WRONG! \nThe next day my account was negative {$930.00} and not only that, but my bills were not paid. They charged me three {$36.00} fees for my car payment and every other charge they could manage to get on my account. \n\nSo I called PNC Customer Service. \n\nAfter explaining the situation and what the associate had told me the day before, the associate I was currently talking to advised I do not use overdraft coverage because they charge {$36.00} for every single transaction and they do not guarantee expense coverage. Plus they charge a return fee and a reprocessing fee, both {$36.00} as well. I was in shock. Why would you offer a customer a solution without explaining all policy guidelines? Why would another employee advise against a solution the bank they work for is offering? \n\nEarly in the year I had a {$100.00} refund that they called my courtesy refund, since PNC only gives back one a year, so they refused to give back any fees. They told me I could speak to a money manager to see if they could help me. When she transferred my call we went through the same thing, but then she also tried to tell me how to budget my expenses and how to plan better. I apologize, but sometimes life throws some unexpected turns and you can not plan for all of it. How dare you also assume that this problem is because of careless/unplanned spending. \nSo I went to their bank location in XXXX XXXX, IL and spoke to a branch manager, he was unable to help me, but told me who could. So I went to the location in XXXX, IL and spoke to their branch manager, who was also unable to help me. He explained the fee process again and apologized for them sending me to him, but he could not help me. He said he wished there was something he could do, but unfortunately the people who take advantage of the system ruin it for everyone else. \nSo I literally wasted my time and more money driving to these locations for everyone to say they can not help me. I refuse to believe there is nothing they can do. It is also ridiculous they are judging my situation based off other customers actions. I have been a loyal customer with my husband since 2015 and this is the first time we have ever had a problem like this.","date_sent_to_company":"2018-09-20T15:28:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"3024736","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2018-09-20T14:18:38.000Z","state":"IL","company_public_response":null,"sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["I <em>have</em> been a loyal customer with my husband since 2015 and this is the first time we <em>have</em> ever had a <em>problem</em> like this."],"sub_issue":["Fee <em>problem</em>"]},"sort":[12.858047,"3024736"]},{"_index":"complaint-public-v1","_id":"1747752","_score":12.117622,"_source":{"product":"Mortgage","complaint_what_happened":"Purchased a home XXXX/XXXX/XXXX using small hometown bank. Loan was sold to XXXX XXXX and then to Seterus, XXXX XXXX XXXX, XXXX Ct, XXXX. We had financial problems and got behind on the payments, so we done a loan modification which turned the loan into 40 ish year loan. My wife had been trying to keep up with the Mortgage payments and unfortunately not paying enough attention to the Account Statement. So XX/XX/XXXX I took over paying the payments working hard to get it caught up.I kept noticing a charge on the statment that just stated \" Total Charges '' with no explanation as to what those charges where for. So I payed up XX/XX/XXXX which was behind and then received a XXXX of XXXX statements for XX/XX/XXXX which had a \" Total Charges of XXXX ''. I called asked what that charge was for because it was not itemized on my statement. I got several different reason for the cost, anything from appraisal fees, past late fees, and other reasons which changed as we kept talking. I asked for a manager and waited on hold for several minutes and then spoke with XXXX XXXX and asked what the fee was and why was it not itemized on my statement and more transparent? He said he did n't know and would try to figure it out. I told him I would pay it if owed but would have to tell me Seterus arrived and that \" charge '' he stated there was XXXX lates fees which was {$23.00} each. I did n't disagree and agreed to pay those but he could not account for the roughly extra XXXX dollars and told me he would write those off because he could give me an exact account of what the charge was for. I said that if he done that I will schedule a payment and we would be totally current with nothing else owed until the next statement is sent. He agreed and also waived the fees to do the payment on the phone then told me when my payment cleared there would be a XXXX balance until the next statement. If there was a problem contatct him directly at extension XXXX that he would fix any problems I have I said fine, by the way this was a phone call that lasted 1hour and 53 minutes just trying to figure out what that charge was for. So the next statement arrived with a another \" Total Charges of {$85.00} '' whith out any explination of what it is for. So I called and they told me XXXX XXXX was not in they would help. I asked what the \" Total Charges '' was for and the first lady stated it was late charges from XX/XX/XXXX. I told her had worked out any fees or the charges with XXXX the last statement and we should be up to date and asked for a manger. The XXXX lady told me it was for {$15.00} Apraisel Expense and {$75.00} \" BPO Fee ''. I asked what that was she told me it was fee for doing research of the value of the properties around me so they could get an accurate estimate of my property value. Again this not itemized on my statement. So I got to checking checking back further in past statements that are downloadable from their web site and there is \" Total Charges '' fee on the last 7 months I can find with no itemization for what those cost are for. In not being thourgh and checking out statements I 'm not sure how long that \" Total Charges '' has been on my statement. I thought they are suppose to show me an itemization of what the payment is going for and for what fees or other charges I 'm being billed for. This is not happening and it seem they just throw a \" Total Charges \" fee on it at will and no set amount of the charge as it has varied every month. Surley this can not be a legal practice of just adding charges with out telling me what they are for? I feel like I am getting scammed and do n't know where to turn or go to for help, I was then advised to file a complaint with the CFPB. I do n't mind paying what I owe for but I do n't want to give them anymore than I have to. Is there anything that can be done or someone that can help me with this problem?","date_sent_to_company":"2016-01-20T01:04:59.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"37064","tags":null,"has_narrative":true,"complaint_id":"1747752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Seterus, Inc.","date_received":"2016-01-20T01:04:58.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["He agreed and also waived the fees to do the payment on the <em>phone</em> then told me when my payment cleared there would be a XXXX balance until the next statement. If there was a <em>problem</em> contatct him directly at extension XXXX that he would fix any <em>problems</em> I <em>have</em> I said fine, by the way this was a <em>phone</em> call that lasted 1hour and 53 minutes just trying to figure out what that charge was for."]},"sort":[12.117622,"1747752"]},{"_index":"complaint-public-v1","_id":"2713247","_score":11.38446,"_source":{"product":"Mortgage","complaint_what_happened":"It pains me to have to write this letter and I am typing through tears of utter frustration that my interaction with Loan care has been this tumultuous. On XX/XX/XXXX my home had a sewage back up that caused water to spew continuously from the toilet through the walls, the vents and onto my carpet and sofa and throw. Immediately we began the process of locating containers to catch the water, and turning the water off at the source to reduce damage, however the water had been over flowing for at least an hour or so, and water pressure was low throughout the home. Yet as of the date of this email XX/XX/XXXX I have not received reimbursement for out of pocket expenses, nor have I been able to replace my personal items that were damaged. Most importantly, I have not I been able to make my first trial payment in Loss mitigation. As a result of paying out of pocket for repairs. Additionally I was advised that due to the problems presented with the processing of this claim, that claims representative would reach out to Loss mitigation and keep them updated as to not hinder my modification. THAT NEVER HAPPENED EITHER. Below is the lengthy recap of my interaction at loan care, which will be updated to the numerous complaints already on the web about the handling of Loan care insurance claims, ( un ) monitored. The timeline below does not capture all of the inaccuracies but from sheer phone calls only, you can see the urgency I had regarding this claim and its processing. \n\nXX/XX/XXXX sewage back up , county immediately called as we were unable to stop the water, and the water pressure in the home after getting the water flow stable was nonexistent. \n\nXX/XX/XXXX contact ins company XX/XX/XXXX home accessed XX/XX/XXXX check received from XXXX XXXX to myself and loan care. \n\nBy this time, drain flies were appearing all over the home, in the bathroom, and along with the smell of the fecal matter in the toilet still, or under the home, gnats and the smell of methane, or sewage was getting stronger. \n\nXX/XX/XXXX contacted a plumber referred by neighbors that had same day service with a free consultation and with the promise of hire, they removed the toilet, to ensure my XXXX boys, did not use the toilet and to see if that reduced the presence of the pest and smell. Was advised to see if it was on county line first prior to incurring cost. \n\nXX/XX/XXXX contacted county about methane smell and possible clog under home , county came, dug up yard, and ran jetta machine, determined clog is under home, this caused the toilet to flood again. Not only did the county dig up my yard, after contacting a plumber, I was advised that based on the information I provided over the phone, it was that a special machine would need to be used and ran at a premium rate, as worse case scenario the clogged may have been pushed further under the house. \n\nXX/XX/XXXX I was contacted by my bank that my INS check of XXXX was being returned ( policy cap of XXXX ) and needed to be endorsed by loan care. \n\nXX/XX/XXXX I immediately contact Loan Care Ins to advise this check was coming and what was the process. I was advised to send the check over and they would endorsed and send back WELL HERES WHERE IT GETS INTERESTING XX/XX/XXXX I contact Loan Care INS advised the rep it will take 3 days for XXXX to get the check back to me, versus me picking it up from the branch XX/XX/XXXX, and in panic after explaining my situation, the rep stated she will give verbal authorization for the insurance company to reissue the check payable to me only. Via conference call the representative contacted the XXXX insurance company to validate the claim and advised that they would authorize the check being payable to me only so I could get repairs done. ( CONTRACTORS WERE AT MY HOME VIA REFERRAL FROM XXXX XXXX ) The insurance company stated NO PROBLEM send me something in writing or an email or a fax and I will reissue today. In XX/XX/XXXX we were advised by loan care ins claim representative she could only offer a verbal authorization, and this was not possible for XXXX XXXX to take. \n\nContractors stated for amount of work to be done, they would not agree to bill me, as the repairs were less than 8k and dealing with the insurance company can be time consuming. \n\nXX/XX/XXXX called around, found a different plumber to do the job reached out to family and friends via social media to see if anyone could help with repairs. \n\nCall history -- - XX/XX/XXXX contacted plumber about abating sewer flies, was told wax seal would need to be replaced toilet removed and additional tools needed to be used as the issue as went too long unaddressed. I Was advised by plumber to try a home remedy for the sewer flies that were coming into the home as a result of waste sitting in the pipes and commode for this long. \n\nXX/XX/XXXX received check back from my banking institution as it needed to be endorsed by loan care, sent overnight XXXX XXXX to loan care called let them know it was coming inquired ETA and was told, that this was a monitored claim and as such I needed to submit some additional docs. I explained that everything had been repaired, ( to the cheapest possible quality ) after going back and forth, I logged in on the insurance claim website and begin uploading docs from advanced plumbing. Positive I would be reimbursed within 3-5 days. \n\nXX/XX/XXXX called advanced plumbing to come out, paid advance plumbing to come out and abate sewage back up ( same day ) XXXX out of pocket as they are not willing to billed due to the time lapse in contracting their services ( from XX/XX/XXXX to XX/XX/XXXX ) and the fact that the amount is under 8k which is the min billable amount. \n\nXX/XX/XXXX called to see why no status update per the site had been made, as all docs had been sent in, was told by representative that the receipt was not valid as the company name was illegible, was also advised need additional docs that I was told XX/XX/XXXX werent needed as I had already paid out of pocket. Given erroneous info that the next rep said was true. \n\nXX/XX/XXXX Insurance rep called advanced plumbing and confirmed repairs were made and requested an additional document that I was advised was not needed, and the XXXX XXXX manager sent it over without fail. I was advised ; reimbursement check was being requested and would be overnighted. INSPECTION ORDERED. \n\nXX/XX/XXXX received approval from deacon board at church I could use excess carpet from having the sanctuary refurbished a few months ago. With the condition that I sow back into the Families helping families fund. Received enough pre used and excess carpet to do den downstairs. Not enough to finish carpeting the whole area, but enough to cover the impacted area. \n\nXX/XX/XXXX I called in to confirm document had been received from advance plumbing and to see the delivery of the funds as I wanted to replace my floors and couch and vanity and toilet with items that were of the previous price range and caliber. ( For example the toilet we received from habitat from humanity was 15 inch vs the standard 17 inch, and I am XXXX and my son is XXXX, its like we are squatting using the bathroom now ) Was advised, check had not been requested and that unfortunately I needed to reach out to my father mother and folks, to get receipts and license and waivers of liens. \n\nAGAIN KEEP IN MIND IF I HAD WAITED FOR LOAN CARE PRIOR TO FIXING THESE ISSUES, MY HOME WOULD BE CONTAMINATED, AND DAMAGES WOULD FAR EXCEED THE POLICY CAP OF XXXX, LIKE FECAL MATTER WOULD STILL BE IN THE PIPES AND THE INFESTATION OF SEWER FLIES ( 30 EGGS LAID A DAY ) WOULD BE DETRIMENTAL TO THE VALUE OF THE HOME. \n\nXX/XX/XXXX called loan care again spoke to a manager to see what was the hold up as per the XX/XX/XXXX conversation I was told, I needed a contractor to fix cosmetic repairs that I had already abated, again explained the issue with this, and was told, a reimbursement check would be sent for XXXX, ( which had not been done as told on XX/XX/XXXX ) EXPLAINED ABOUT LOSS MITIGATION AND THAT MY PAYMENT HAS NSF AS A RESULT OF THE EXTRA FUNDS NOT BEING THERE. Explained I had been calling daily to make sure that I was reimbursed to make trial payment. Was told rush request were being placed to streamline process. \n\nXX/XX/XXXX spoke to rep, advised not sure how to handle estimates that exceed claim check ( from XXXX and XXXX XXXX ), and unsure of how to go about replacing my couch, but I was advised to have my sister who is a XXXX XXXX, XXXX XXXX and XXXX XXXX, that I should request receipts and contract license and ect.. for them helping me abate the cosmetic issues. \n\nXX/XX/XXXX no resolve, spoke to rep, checked status insurance claim website, no update. Explained due to claim cap, I wanted to go to habitat for humanity ( restore ) to get floors, gentleman was holding floors for me, but do to financial situation, did not want to pay of pocket and not get reimbursed. Advised representative flooring from habitat from humanity that would cover the square footage of the area, and I need to have funds, was told, no problem, inspection had been requested and funds will be released no problem. \n\nXX/XX/XXXX called loan care ins again, advised-still no check, called loan care again wondering what to do, explained that I needed to be reimbursed and wanted to replace my damages, explained sewage back up abated, and I needed funds to do improvements within fair market value. Again explained unable to redo floors to a better quality as estimates exceed amount of claim cap and no contractor was billing under 8k. Inquired why inspector hadnt called, was then told, remaining funds would not be released nor the 25 % would be released as previously told. Again misinformation given and no resolve. \n\nXX/XX/XXXX spoke to management XXXX agreed ball had been dropped and escalated file, advised no one reached out to loss mitigation, I could not do my own repairs and she would check into how the process works. \n\nXX/XX/XXXX spoke to loss mit advised of issue with payment, and requested an extension and for trial mod to be reset set up promise to pay for XX/XX/XXXX XX/XX/XXXX spoke to mgmt. as check still not showing on website was advised, due to the claim, may be an issue with releasing remaining funds, even though I was told work could be self-completed I and now Im told thats not the case, so NOW WHAT? Was I just to leave the carpet wet, and the sofa and throw and toilet just untouched during this whole time, where was I supposed to live? What person who in in active trial period, to save their home, want it to be ruined. \n\nXX/XX/XXXX call from XXXX to confirm and update me on account and check being ordered and check was on its way XXXX Inspector comes out, take pictures states repairs are 100 % completed XX/XX/XXXX received check made payable to XXXX XXXX and Myself ( even though a paid invoice has been on file since XX/XX/XXXX ) XX/XX/XXXX contacted loan care, frustrated in tears as I have set up another payment to go out, and reached out to Loss Mitigation advising my Trial payment is on its way and again this ball has been dropped. Was advised XXXX would update the account as unsure why check was sent payable to the company that worked on my home 3 weeks ago. \n\nXXXX called XXXX XXXX, spoke to Office manager to see if they can endores this check sent to me and the plumbing company today. I was advised, due to the holiday and staffing, the check could not be endorsed until mid-next week. \n\nXXXX called loan care to see if check can be voided and new check issue and to find out what is the process between these two departments that causes this process to be this problematic, induce this much borrower harm and would have caused the damages in my home to far exceed the XXXX policy cap, and I was only told, they would research as it shouldve been made payable to me only. \n\nXXXX received a call from mgmt., trying to fix the issue, I am told NOW, that a mailer would be sent to me over night, then I will send back the check, and then they will request a new check, and this should be done by FRIDAY. \n\nMy apologies for the length of the email, and still I did not capture all the miscommunication, false information, that took placed in the last 3 weeks. What I can say is, as of XX/XX/XXXX. I have still not been made whole. My loan status is in jeopardy, I found out, I am no longer in XXXX, XXXX XXXX has represented in my XXXX XXXX. And with all the people coming by to visit I have 2 different carpet types downstairs, and wall thats a different color and paint type then the others, a toilet that looks like it should be in a doll house, and a bank account that has accrued NSF charges as a result of induced borrower harm, for 2 different departments failing to provide competent, customer service. Although everyone was nice and mannerable and empathetic, it does not negate the fact- that a resolution has not been made, and the remaining funds ( XXXX ) needed to bring my home back to its previous standards, is being held as well. I mean seriously its XX/XX/XXXX if I was truly waiting for LOAN CARE to send me a check or to pay contractors, I would be in collections due to none payment of the contractors, or my home would be inhabitable. \n\nI would ask that accommodations be made to ensure I am reimbursed and a clear process of how to retrieve my additional funds, so that I can enjoy my home as intended, continue with my trail payments if thats even possible at this point, and bring this loan current.","date_sent_to_company":"2017-10-26T11:53:57.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"23227","tags":null,"has_narrative":true,"complaint_id":"2713247","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2017-10-26T11:32:09.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["<em>Advised</em> representative flooring from habitat from humanity that would cover the square footage of the area, and I need to <em>have</em> funds, was told, no <em>problem</em>, inspection had been requested and funds will be released no <em>problem</em>."]},"sort":[11.38446,"2713247"]},{"_index":"complaint-public-v1","_id":"7856225","_score":11.38291,"_source":{"product":"Credit card","complaint_what_happened":"In XX/XX/XXXX, I purchased a new XXXX XXXX through it's site and was approved for 12 month interest free financing. In late XX/XX/XXXX, I received notice from XXXX XXXX that it would be transferring its financing responsibilities to Comenity Capital Bank and that I would be receiving a \" Welcome Letter '' sometime in XXXX and that XXXX XXXX would be unavailable to obtain any information for several days while the transitioning was happening. I waited for weeks waiting to receive the information needed to make my last payment obligation. I was eager to make last payment. There was no need for tried to contact XXXX about the lack of communication, but was told that they could not provide any information about my account since the records were no longer with them. I was assured that I would receive the new information from Comenity Capital Bank. On XX/XX/XXXX, I called and spoke to Comenity Capital who acknowledged that my last payment was {$25.00}, which I paid over the phone, but I also was advised that since they had not received the last payment prior to it's due date I was in default and they were demanding that I pay them {$350.00} plus cents, since they were tacking on the interest. I explained I had not received any written communications from Comenity Capital Bank, that I have no information regarding the new account number needed to set up the online account and or to make payment. I discovered they didn't even have the correct spelling of my last name ( it wasn't even close ). I explained that I have no late payment history to speak of with the previous XXXX XXXX and that the payment was due during the time the transitioning from XXXX to Comenity in the month of XX/XX/XXXX. I spoke with a supervisor who indicated that it wasn't their problem, I asked to speak to someone in management. The supervisor said she would place me on hold in the interim, she then hung up the phone. After over XXXX hours, I had to start all over again. I finally spoke to a representative who indicated that they couldn't provide me my account number, but was willing to take my payment of {$25.00} in order to pay off the account. He also stated that I was the XXXX customer that day that was experiencing the same issue - no written communication, no contact information to make payment, and now was in default and being forced to pay {$350.00} of interest. I was assured that he was elevating the issue and not to worry about the interest in default, he stated this to me 3 times. He also stated he was initiating the Welcome Letter that contained the account number and that I would have it within 7 days. As of today 's date of XX/XX/XXXX, I have not received the Welcome Letter as promised or any other type of written communication other than a survey via my email address. I just learned that Comenity didn't even have my last name spelled correctly, not even close to the correct spelling. Chances are that's the reason I haven't received anything at all in writing, But I'm at fault for not having the information needed to make contact with XXXXComenity Capital Bank . THIS IS WRONG AND DECEITFUL AND I AM STILL IN LIMBO AND POSSIBLY COULD BE FACING LATE FEES AND WHATEVER ELSE THEY WANT TO THROW AT ME, BECAUSE THEY REFUSE TO PROVIDE WRITTEN COMMUNICATION AND THE NEEDED ACCOUNT INFORMATION. THEY WERE TRANSITIONING XXXX XXXX AND COMENITY BANK, NOT ME.","date_sent_to_company":"2023-11-16T15:32:43.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"95758","tags":"Older American","has_narrative":true,"complaint_id":"7856225","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2023-11-16T00:56:36.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I explained that I <em>have</em> no late payment history to speak of with the previous XXXX XXXX and that the payment was due during the time the transitioning from XXXX to Comenity in the month of XX/XX/XXXX. I spoke with a supervisor who indicated that it wasn't their <em>problem</em>, I asked to speak to someone in management. The supervisor said she would place me on hold in the interim, she then hung up the <em>phone</em>. After over XXXX hours, I had to start all over again."],"sub_issue":["<em>Problem</em> with fees"]},"sort":[11.38291,"7856225"]},{"_index":"complaint-public-v1","_id":"2671165","_score":9.787615,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"First and foremost, Credit Acceptance has had my loan since I bought a XXXX XXXX XXXX with over 100,000 miles on it. I traded in a car my sister gave me and received a set amount from XXXX XXXX XXXX in XXXX, N.Y.  The trade in was the down payment and after the approval I was shocked to find a much higher price for the car at a higher rate than agreed to at the time of sale. My interest rate was never discussed until the very last minute and the signing process went too fast to properly go through the monthly fees.The payment came to {$390.00} per month. The sale price was {$13000.00}. They brought the total up to {$22000.00}, which is the price paid by XX/XX/XXXX.I had assistance with the car payments from several veteran organizations over the past 10 months since I was in/out of the hospital 4 times having a XXXX XXXX on my XXXX XXXX, XXXX to my XXXX & XXXX XXXX XXXX. I went back to work after each procedure to earn money to stay alive. The veteran 's  groups helped me to get caught up and on a recorded line, the rep for CA said that I was current.The last help coming from the XXXX XXXX XXXX XXXX in XXXX, XXXX and the XXXX Unmet Needs program in XXXX, XXXX. I was still one month behind every month, no matter what I paid. I know that as a XXXX XXXX by trade, that I am allowed to record the phone call as long as the other parties were advised about the recording. The XXXX was on a recorded line with the rep for CA since they routinely record transactions made on behalf of veterans. I have a recording system in place for all business and I state that for every call that I record. Needless to say, the car was still behind and I landed a XXXX job as an XXXX XXXX for a large XXXX company. The man who brought me on XXXX, was called after CA cut me off again and demanded {$220.00} or they would not send me a signal to bypass the interruption device. He made a payment on my behalf to help me stay active. There were numerous interruptions by CA even after we made arrangements to make payments on a week to week basis. I tried to let them know if there was an issue with my pay, but they kept turning off the car. I am a XXXX and was being paid bi-weekly until I got to work for the company, who pays weekly. The problem with that is if I complete an inspection on a Monday and it is not reviewed that day or next, the job goes on the following weeks pay. The cut off for work is Wednesday, but the reviewers drag their XXXX and I do not see a full check until I have a good amount of work completed. I do get XXXX per mile for travel and submit my travel before Wednesday for all jobs that I schedule. The hurricane created a problem with communicating with the regional manager, the man who is in charge of assigning work and travel money. Much of the blame is on the weather, but I have not gotten a single response to my messages or email in 10 days. I was up against the wall on this and no matter how tough the situation is, CA does not care at all. They refuse to help and their actions result in people 's lives being altered due to lack of transportation. \nTheir blatant refusal to work with people that are their core customer base is unheard of in this economy. On one hand, they give anyone financing, on the other, they add {$9000.00} to the cost of a relatively poor performing vehicle, knowing it will not last the term of the loan. They repo as many cars as they finance. How they lasted 45 years without being sanctioned by the government is beyond me. The courts in every state are filling up with lawsuits, not to mention that in my case, they are obstructing governmental administration and they are going to be sued by me. I am trying to re-finance my loan today and get away from them, the same as I did 10 years ago when I had the misfortune of having them as my lender. The car dealers will end up in the suit as well, but the U.S Govt really needs to do something about their predatory lending practices. The BBB gave them XXXX of a star and rates them lowest on their list of companies. I am thoroughly disgusted with the XXXX way the customer service pinheads act towards people in crisis mode. Normally I never wish harm to anyone, but I do hope these people go through the pain I went through. Nothing good will ever come from doing business with them. I will seek to make them suffer like so many out here. If the CEO or owners of the company were drowning, I would throw boulders at them to watch them go down like so many customers. No help is in site. No hope for a resolution. Only pain in the horizon. Keep praying for justice people.","date_sent_to_company":"2017-09-13T00:54:27.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"146XX","tags":"Servicemember","has_narrative":true,"complaint_id":"2671165","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2017-09-12T22:07:19.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Lender trying to repossess or disable the vehicle"},"highlight":{"complaint_what_happened":["I know that as a XXXX XXXX by trade, that I am allowed to record the <em>phone</em> call as long as the other parties were <em>advised</em> about the recording. The XXXX was on a recorded line with the rep for CA since they routinely record transactions made on behalf of veterans. I <em>have</em> a recording system in place for all business and I state that for every call that I record. Needless to say, the car was still behind and I landed a XXXX job as an XXXX XXXX for a large XXXX company."]},"sort":[9.787615,"2671165"]},{"_index":"complaint-public-v1","_id":"3217455","_score":9.018264,"_source":{"product":"Student loan","complaint_what_happened":"Please see the first Attachment, a XXXX XXXX version of the information below, as the website does not allow formatting or proper spacing. \n\n\n\nThis complaint pertains to Navients handling of my application to consolidate my 7 federal student loans. In order to make an informed decision about whether or not it makes financial sense to consolidate my 7 federal student loans, I need to know which repayment plans I would be eligible for if I were to consolidate, and Navient can not /will not give me that information. \n\nBACKGROUND : I am trying to determine whether or not to consolidate the loans. If I do consolidate them now, ( assuming I am eligible for an Income-Driven Repayment ( IDR ) plan ), I will have a more manageable monthly payment, BUT, I will effectively be throwing away 10 years of payments made under 4 of my loans that were already on an IDR plan. \n\n( My understanding is that once the loans are consolidated, there are 8 different repayment plan options, which can be broken into 2 categories : Standard repayment plans, and Income-Driven ( IDR ) repayment plans. The Standard repayment plans include Standard, Graduated, Extended Fixed, and Extended Graduated. My estimated payments under the Standard plans would range from a low of $ XXXX/month to a high of $ XXXX/month. The IDR plans include Income-Contingent, Income-Based, PAYE, and REPAYE. The estimated payment under the REPAYE plan ( which is the plan I selected and applied for ) is estimated to be $ XXXX/month ). \n\nAfter much research and consideration, I have concluded that I do want to proceed with the consolidation, BUT ONLY IF I AM ELIGIBLE FOR AN IDR PLAN. Therefore, I NEED TO CONFIRMATION OF MY ELIGIBILITY FOR THE DIFFERENT IDR PLANS, AS WELL AS THE ESTIMATED TERMS OF THOSE PLANS, BEFORE I GIVE THE OK TO PROCEED WITH THE CONSOLIDATION. \n\nMy understanding is that Navient ( as the servicer assigned by the US Dept. of Education to process the consolidation application, per Attachment C Email from studentloans.gov ) is supposed to provide me with this information via a Consolidation Loan Summary Statement ( CLSS ). To date, Navient has been unwilling or unable to provide this information the sections of the two CLSSs that I received ( Attachment E and Attachment G ) that address eligibility for the IDR plans are simply blank, and the specific IDR plan that I selected on my application is not even listed on the CLSSs as an available option. \n\nLengthy email correspondence with Navient ( Attachment F ) has provided no substantive explanation for why they can not give me this information. However, a Navient representative has, verbally, offered the following explanation : When processing a consolidation loan application, Navient does not provide the IDR plan information if they are not going to be the servicer of the new ( consolidated ) loan. \n\nIn other words, Navient is effectively saying, You have to consolidate the loans first, and then you find out the repayment plans that are available to you. This is not acceptable. The most basic principle of fair lending laws is full disclosure of the terms of a potential loan before the loan is made. I am asking CFPB to step in to help me get the information from Navient I need to make an informed decision. \n\n\n\nSEQUENCE/HISTORY OF THE CONSOLIDATION APPLICATION - XX/XX/19 I submitted my CL application ( Attachment A ) and my IDR Request ( Attachment B ) via the studentloans.gov website. I also received a confirmation email from studentloans.gov on XX/XX/19 ( Attachment C ) stating that XXXX ( the servicer I selected on the application ) would be the servicer of the consolidated loan, but that Navient would be the servicer processing the CL application. The email, Attachment C, stated Once your consolidation servicer receives the application and documentation from you, the servicer will contact you after reviewing your application and your eligibility for the repayment plan you selected. \n\n- On XX/XX/19 I received an email from Navient ( Attachment D ) confirming receipt of my application. The email further advised that I would receive a Summary Statement ( hereinafter Consolidation Loan Summary Statement, or CLSS Attachment E ), and that I would have 10 business days after receiving the CLSS to request any changes. \n\n- On XX/XX/19 I received the CLSS, dated XX/XX/19, via email. This meant the deadline to request changes or cancel the consolidation would be XX/XX/19. \no Page 1 of the CLSS acknowledged that I requested the REPAYE IDR plan. \n\no Page 3 of the CLSS, under Section 2, states This [ Section 2 ] allows you to compare the estimated Monthly Payment amount and total repayment amounts under each of the Direct Consolidation Loan repayment plans for which you are eligible ( emphasis supplied ). \n\no Page 5 of the CLSS is titled Direct Consolidation Loan Summary Sheet ( Summary Sheet ) and Section 2 Estimates of your Direct Consolidation Loan Repayment Options The Summary Sheet sets for the estimates under the different Standard repayment plans ( which I am not interested in, nor did I request ). \nHowever, the Summary Sheet does not provide any of the information about either the estimated terms of, and/or my eligibility to participate in, 3 of the 4 IDR plansFurther, the specific IDR plan that I did select ( REPAYE ) is not even listed as an available option on the Summary Sheet. \nGiven the language on page 3 of the CLSS ( This [ Section 2 ] allows you to compare the estimated Monthly Payment amount and total repayment amounts under each of the Direct Consolidation Loan repayment plans for which you are eligible ), this makes me question whether or not I would be eligible for an IDR plan ( specifically, REPAYE ) after consolidation. \n\no Since, as stated above, I only want to consolidate the loans if I am eligible for an IDR plan, I need confirmation, in writing, about my eligibility for IDR before the consolidation goes through. Thus, I have been trying to get Navient to give me that written confirmation in the form of an updated/corrected CLSS since I first received the XX/XX/19 CLSS. Their responses to my request have been all over the place, but ultimately they have not given me this confirmation that I need to make an informed decision about whether to proceed with the consolidation. \n\nCORRESPONDENCE WITH NAVIENT AFTER RECEIPT OF THE XX/XX/19 CLSS. \no XX/XX/19 Email to Navient requesting an email copy of the CLSS once available. \no XX/XX/19 Email from Navient advising CLSS would be available on XX/XX/19. \no XX/XX/19 Email from Navient with the XX/XX/19 CLSS o XX/XX/19 Email to Navient explaining the CLSS does not contain the info I need regarding my IDR plan eligibility, or the estimated terms. \no XX/XX/19 Email from Navient confirming that I did provide the documentation necessary for them to process my IDR request, and advising that the IDR info should be listed in the letter. \no XX/XX/19 Email to Navient with a more detailed explanation of my position and need for confirmation of my eligibility for IDR. \no XX/XX/19 Email from Navient discussing IDR eligibility generally, but confirming that Navient is not able to actually confirm my eligibility for IDR. This email also advised me to call Navient Customer Service, suggesting that their agents could verbally confirm my eligibility for IDR ( but for some reason, it could not be confirmed via the new CLSS I was requesting ). \n\n\no XX/XX/19 Phone call to Navient re status of my request for the new CLSS. The agent advised that she saw no pending request for a new CLSS in their system, but stated she would re-initiate the request, and that it should be available to me via Navients website within 48 business hoursthis would be XX/XX/19, which was the deadline to change/cancel the consolidation. The agent also explained the process for pausing or temporarily canceling the consolidation request, if I did not get the info I needed in time. \n\no XX/XX/19 Phone call to Navient to check status of the new CLSS. The agent stated he saw notes regarding the XX/XX/19 call, but did not see any pending request for a generation of a new CLSS. This agent also stated he would re-initiate the request for a new CLSS. \n\no XX/XX/19 Email to Navient instructing them to temporarily cancel the consolidation, as I still had not received the new CLSS that had been promised numerous times. \no XX/XX/19 Email from Navient confirming temporary cancelation of my consolidation application. This email also stated, for the first time, that any new CLSS will NOT include IDR plan information, because [ t ] hat information comes from the Servicing Department. \no XX/XX/19 Email to Navient explaining that I can not proceed with consolidation without getting confirmation of the IDR information. Also advised of my intention to file this CFPB complaint. \n\no XX/XX/19 Email from XXXX XXXX, Supervisor in Naviets Consolidation Dept,  advising a supervisor in another area would contact me to address my issue. \no XX/XX/19 Follow-up email to XXXX, as I had not heard from anyone. \no XX/XX/19 Response from XXXX stating she would follow up with the other supervisor, and also advising she can not create you an updated Loan Summary Statement. \n\no XX/XX/19 Received call from XXXX XXXX, a supervisor in the Customer Service Department. She explained Navients process and advised I could look up my eligibility for IDR using a number of different resources, but I again explained I needed confirmation in writing. XXXX advised she would look into it and get back to me, particularly re the issue of why the REPAYE plan was not even listed as an available option on the XX/XX/19 CLSS. I advised I would wait to hear from her until Monday, XX/XX/19 before filing the complaint with CFPB. \n\no XX/XX/19 & XX/XX/19 Phone calls with Ms. XXXX, where she explained that it appears that the problem is that Navient does not have a process/procedure for providing the IDR info when they are not going to be the servicer of the loan once the ( potential ) consolidation is complete. \no XX/XX/19 Recd 2nd CLSS dated XXXX ( Attachment G ), again without any of the IDR information. \no XX/XX/19 Recd letter from Navient dated XX/XX/19 ( Attachment H ) confirming my consolidation loan application was not processed due to the fact that I cancelled/postponed it.","date_sent_to_company":"2019-04-19T18:07:25.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"067XX","tags":null,"has_narrative":true,"complaint_id":"3217455","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2019-04-19T17:42:20.000Z","state":"CT","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["XXXX, where she explained that it appears that the <em>problem</em> is that Navient does not <em>have</em> a process/procedure for providing the IDR info when they are not going to be the servicer of the loan once the ( potential ) consolidation is complete. \no XX/XX/19 Recd 2nd CLSS dated XXXX ( Attachment G ), again without any of the IDR information."]},"sort":[9.018264,"3217455"]},{"_index":"complaint-public-v1","_id":"3768580","_score":8.927795,"_source":{"product":"Mortgage","complaint_what_happened":"This letter is a follow up on our mortgage conversation with XXXX XXXX from Quicken Loans on XX/XX/XXXX about a problem we are having with our mortgage refinance which closed on XX/XX/XXXX. \n\nWe are dissatisfied with Quickens service because a XXXX XXXX Payoff was done without adequate notification and approval by all borrowers. We discovered this because we reached out to our Loan Officer XXXX XXXX on XX/XX/XXXX to find out why we received an email advising we would receive a check for {$420.00} and XXXX, not knowing forwarded the email to Client Relations. We knew our escrow account had approximately {$4500.00} and had plans to use these funds for home improvements so we knew something was wrong. On XX/XX/XXXX XXXX XXXX responded stating they could direct deposit escrow funds. This response made no sense because we fully expected our escrow to be refunded to us after closing since a new escrow account was created and these funds can not be commingled. I believe there was also a short conversation on XX/XX/XXXX with XXXX where I confirmed we would receive our escrow funds back after closing. Upon calling and speaking to a Client Relations representative on XX/XX/XXXX we were even more confused only being told the amount was correct, that was all we would receive back because we agreed to this in writing and it was on our payoff. As an informed borrower I had no idea what was happening and was in tears. When asking where this was agreed to, I was told Client Relations did not have the answer and our concern would be sent to Executive Resolutions when they reopened as they were already closed at XXXX CST for the holiday weekend. We were able to reach another Loan XXXX XXXX XXXX on XX/XX/XXXX and he was able to explain Quickens common practice is to do what is called a Netted Escrow Payoff, while I heard what he was saying I did not fully understand until I Goggled the term finding an article from Quicken Loans website : https : //www.quickenloans.com/blog/mortgage-net-escrow dated XX/XX/XXXX. It contained a chart which I was able to follow with my knowledge of Real Estate to finally understand the term and the article stated Quicken Loans does not do Netting Escrow. \n\nThis exert from Quickens website is strongly worded stating : Ignorance is bliss is horribly misrepresented, not to mention a poor mantra to live by, and is certainly no way to act toward major financial decisions. There are many things in the mortgage process that get so complicated and seemingly convoluted it seems so much easier to just throw things in the wind and hope they work out. This isnt the case, and you know it! Thats why on this weeks Know Your Mortgage we have decided to look into an issue thats very important when it comes to refinancing your mortgage with the current servicer you already have : Netting Escrow. It goes on to say not all mortgage companies do ( Quicken Loans does not ). And, also states Youve been pulled up from the world of obliviousness and left with a solid understanding of a complex topic. Thus, the process Quicken has established of having one borrower check a box without signature consent of both borrowers and a verbal conversation by the Loan Officer is quite concerning on what Quicken has recognized as a complex topic. \n\nOn XXXX we received a call from XXXX XXXX whose title is Executive Advocate. She confirmed what happened was a Netted Escrow Payoff. I told her as an informed borrower I had never heard of this and neither had a few of my colleagues working for other large banks and that I had read all the application and closing documents and this was not in the documents. I was quite upset over the extended holiday weekend because I thought I missed something. XXXX advised I did not miss anything because the other borrower had checked a box, signature not required, apparently agreeing to this. I can not fault the other borrower for this because he trusted Quicken ( this is our 3rd mortgage with Quicken since XXXX, 1st refinance ) and didnt have enough knowledge to know what this meant and thought I would receive the same action. In fact, there was no way for me to know he did this and correct because there was no record for me to view his action on my to do list or documentation on any disclosures. We also inquired as to why the whole escrow account was not taken to understand why we would be receiving {$420.00} and were advised there are calculations the payoff dept does to determine how much should be taken, no specifics. XXXX stated nothing else could be done to correct the situation. I asked if she had heard other borrowers upset about this same situation before and was shocked to be advised she does hear this often from borrowers and that our concerns would be shared in the event that Quicken decides to revisit this practice. We can not in good conscience accept this response. We have trusted Quicken Loans with our familys largest financial transactions and to know this is a known issue for Quicken Loans and nothing is being done to remedy the situation is very disheartening. \n\nWe are writing to formally request that a Netted Escrow Payoff be reversed on our mortgage as all borrowers were not properly notified and did not agree to this practice in writing with an e signature or wet signature on a written disclosure. We realize this will increase our loan amount and thus our monthly mortgage payment by {$11.00} per month and is in the best interest of our family. Furthermore, this topic should have been discussed while we were in the decision process prior to agreeing to go with Quicken Loans, doing our due diligence to be informed borrowers comparing Loan Estimates from Credit Human to Quicken with XXXX XXXX or during the application process with XXXX XXXX. While Quicken Loans was initially significantly higher in points for the same term and loan amount XXXX was able to provide a competitive option so we could consider remaining with XXXX. In reviewing the Loan Estimates from the 2 companies we confirmed with XXXX the only difference was Quicken was {$19.00} per month higher for the interest rate of 2.99 % vs Credit Humans 2.89 %. The payoffs on the 2 Loan Estimates showed a difference of {$670.00} and the loan amounts differed slightly depending on the approximate amount due from borrower. Overall, by refinancing with either bank we would save over {$100000.00} over the course of the mortgage. Thus, we opted to remain with Quicken because of the relationship and expertise we have received with XXXX. Had we known at that time Quicken Loans practice is to do a Netted Escrow Payoff we would have asked if we would be able to opt out or would have gone with Credit Human to receive our escrow funds back, so this very much appears to be a bait and switch situation. We understand mistakes can happen which is why we asked XXXX XXXX to assist with making the problem right. Netted Escrow Payoff should be discussed verbally on each loan in the same way a borrower can opt to/opt out of escrowing taxes and insurance and this appears to be commingling funds which is not allowed. \n\nAlso, it should be noted we were not asked any HDMA Demographic information questions during the process. Nor did we receive a Loan Estimate for our initial application call in mid XXXX in which XXXX XXXX called to follow up with us and asked for a Loan Estimate from the other bank we were considering using to see if Quicken could compete despite our several requests via phone and email.","date_sent_to_company":"2020-07-28T22:50:25.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"78260","tags":null,"has_narrative":true,"complaint_id":"3768580","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2020-07-28T21:20:43.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Thus, we opted to remain with Quicken because of the relationship and expertise we <em>have</em> received with XXXX. Had we known at that time Quicken Loans practice is to do a Netted Escrow Payoff we would <em>have</em> asked if we would be able to opt out or would <em>have</em> gone with Credit Human to receive our escrow funds back, so this very much appears to be a bait and switch situation. We understand mistakes can happen which is why we asked XXXX XXXX to assist with making the <em>problem</em> right."]},"sort":[8.927795,"3768580"]},{"_index":"complaint-public-v1","_id":"4186404","_score":8.579892,"_source":{"product":"Checking or savings account","complaint_what_happened":"Last year I took my XXXX mom through Bank of the west XXXX drive thru on XXXX XXXX XXXX We waited for over 5 mins for a teller to arrive and when she arrived-she refused my mom help advising me that they only used the drive thru because of Covid and the lobby being closed. I drove my mom around so that she can visit the lobby and her visit took 45 mins. So l had to go inside to check on her. \n-I spoke with the XXXX XXXX XXXX XXXX XXXX ) who \" assured '' me and my mom no more issues. ( but things got worse ) On XX/XX/2021, I ( once again ) took my XXXX mom through Bank of the westXXXX drive thru on XXXX XXXX ( closer to my moms house ) and XXXX XXXX ( XXXX XXXX XXXX ) approaches the window and begins to ask for an \" account number '' or debit card which is something that my mom has \" never '' had to furnish upon withdrawing her money ( widows benefits from my late father ) from her bank account. XXXX refused my mother assistance \" until '' I explained ( my mom has problems reasoning due to XXXX ) to him that my mom would \" always '' give the women tellers her ID ( and have her to sign the withdrawal slip ) XXXX kind of \" still '' refused but then he asked us \" who '' these ladies were that was helping my mom in the past and we advised that we had no idea but they were all nice ( except the heavy set woman that was rude to us before-mentioned above ) I became a little upset and I explained to XXXX ( this was my first time with \" no cursing '' how I felt that we were not being treated fairly ) XXXX then gives my mom her balance ( like she asked but she was not finished with her transaction because she never made the withdrawal ) and then he disappears from the window. There were other cars in the drive thru as well so, After waiting for about 4 minutes and realizing XXXX was not coming back to the window to finish my mothers transaction-I got \" very '' upset and drove out of the parking lot and back around to the front door. I went inside the branch and there were only \" very few '' people inside ( a family sitting down talking to a teller and like 3 people in line ) There was 1 person at the teller window ( the XXXX XXXX XXXX ) I walked over towards the end of the teller windows and XXXX is sitting down at his desk. I advised XXXX that my mom was \" still '' waiting to get a withdrawal. He came to the window and asked me to leave. This is when I became \" very '' upset and I \" did '' curse ( \" I DON'T CARE IF I AM XXXX XXXX XXXX XXXX OR \" XXXX XXXX XXXX YOU GUYS ARE GOING TO STOP TREATING ME AND MY MOM LIKE THIS!! WE HAVE BEEN CUSTOMERS HERE FOR 2 YEARS OR MORE AND I HAVE ALOT OF MONEY TIED TO THIS PLACE FOR YOU TO TREAT US LIKE THIS!! ) -This is what I said ... in the drive thru-I made this \" same exact '' statement but ... .with no cursing. And for me expressing my hurt as a customer ( because I was XXXX  against ) XXXX called the police and 3 officers arrived. XXXX XXXX Police XXXX XXXX XXXX XXXX ) Once the XXXX arrived and XXXX began speaking with them directly in the lobby in front of customers and all, I called \" XXXX '' over at the other Bank of the west branch on XXXX XXXX and let her know what was going on. She really didn't too much express any concerned but \" she listened ''. FYI I was \" never '' told not to come back to that branch but the officer \" did '' make a statement \" if I was a customer and they didn't treat me right, I would just go somewhere else '' ... I took my mother to the Bank of the west branch ( where I opened my business account ) and XXXX helped my mother the \" same '' exact way that she was \" used to '' -With \" NO account number '' but ... her \" ID ''. XXXX said that she would advise the XXXX over the XXXX branch of my concern.I didn't hear from her until almost 2 weeks later ( because I kept calling and calling ) Upon leaving, there was another customer at the ATM machine ( XXXX XXXX ) who advised that XXXX had \" also '' called the police on her as well. XXXX sounds like he has issues dealing with his customers ( good \" and '' bad ) He just \" throws them to the police '' XXXX security never escorted me out either because \" he knows '' that I am a \" cool '' customer he stood next to me the whole time that the police were there ( seems like he was showing concern ) On XX/XX/2021 I received a letter from the Bank of the west XXXX way branch advising me that they were closing my business account along with ( 2 ) custodial accounts for my XXXX twins ( wow during a pandemic??? ) and I was not pleased with this but I accepted it. \n\nOn around the week of Valentines Day, I went into the Bank of the west branch on XXXX way to cash in all of my Bank of the west cashier checks ( totalling {$45000.00} ) and while standing in line, I could see XXXX was on the right sitting at a desk while the tellers in the back were talking. When it was my turn, 2 tellers closed their windows ( I think 1 of them was XXXX ) and I could hear them asking : \" Why is she here? '' and \" What does she want? '' ( FYI-This was not the branch were the police were called ) so after waiting for a while some \" other '' teller ( I guess one that they could find that wanted to help me ) comes to the window. I explained to her that since they were closing my accounts I wanted to cash in the cashier checks. She says \" Oh you don't have a bank account with another bank that can cash them? '' XXXX XXXX XXXX so ... ... .I advised that I did not ( because I was not expecting them to dig into their system for my info to close out my accounts ) she goes to the back and comes to advise me that they did not have the money to cash the cashier checks ( totally {$45000.00} ) and that I would need to come back that following friday ( Oh and she confiscated my business debit card ) I never went back to cash them-I still have the cashier 's check that I will cash at a later time. \n\nAround XX/XX/2021 I received a call from XXXX ( XXXX ) who after hearing my situation saying that she \" appreciates me admitting that I used a curse word '' ( really? What was I supposed to do? \" Lie ''?? No because I \" know '' I did \" nothing wrong '' ) during this conversation XXXX \" did '' acknowledge that we had spoken before about this issue with a few of her staff members at the XXXX XXXX branch. She \" did '' advise that only \" my '' account would be closed and not my twins due to it being an \" XXXX '' funded account. \n\nOn XX/XX/2021 I received a call from \" XXXX '' from the Bank of the west on XXXX XXXX advising me that my twins \" XXXX '' funded accounts were due to close and I needed to get the money out before they closed them. I advised XXXX of what XXXX and I had discussed and was told by XXXX that she would contact XXXX and call me back. I am still waiting for a call ... .. \n\nThe \" only '' questions that \" I '' have are ( My mother is now in XXXX home so she can't speak for herself ) If I was not the customer on XX/XX/XXXX XXXXWhy was \" my '' account closed? Oh I know why ... because when I went to the XXXX way branch to cash a {$6500.00} cashier check from Bank of the west the teller left me sitting in the drive thru ( without any warning ) for almost 7 minutes. I had to go into the branch to ask her what was going on but when I went inside the branch-she was still on the phone making sure that their bank of west cashiers check wasn't stolen ... ... ... .I was not the customer on XX/XX/XXXX at the XXXX XXXX so ... ... '' How '' did they even get my account or debit card information to close \" anything ''? \n\nThe letter states the reason that they closed my accounts was because \" they have the right to do so '' however during the call with XXXX, she advised me that because I said the curse word ( \" XXXX  '' when expressing myself about unfair treatment was the reason. I could have been restricted to not enter anymore branches and to just use the ATMS. I didnt have to even \" need '' any teller assistance. I could have simply just been advised : \" XXXX we would prefer for you to use the ATM from now on-Your access to our lobby has been restricted '' but to close my accounts ... ... ... ... .and my XXXX kids accounts ... ... ... .during a \" pandemic '' is XXXX  but it just further confirms my suspicions. If Social security is not notified by the XXXX of the month of an account change-the money will go to the closed account and then we would have to wait weeks for my babies to get their XXXX money via check from the bank. ( Are you serious?? In a \" pandemic??? '' Wow ) Funny I told XXXX this same story and she assured me that those accounts would be left alone.","date_sent_to_company":"2021-03-05T16:58:13.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"4186404","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF THE WEST","date_received":"2021-03-05T15:28:28.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["XXXX refused my mother assistance \" until '' I explained ( my mom has <em>problems</em> reasoning due to XXXX ) to him that my mom would \" always '' give the women tellers her ID ( and <em>have</em> her to sign the withdrawal slip ) XXXX kind of \" still '' refused but then he asked us \" who '' these ladies were that was helping my mom in the past and we <em>advised</em> that we had no idea but they were all nice ( except the heavy set woman that was rude to us before-mentioned above ) I became a little upset and I explained"]},"sort":[8.579892,"4186404"]},{"_index":"complaint-public-v1","_id":"3968086","_score":8.380934,"_source":{"product":"Debt collection","complaint_what_happened":"I was a month to month customer with XXXX for cell service over a year ago until my service was abruptly disconnected stating I owed $ XXXX for an XXXX  I returned broken. I had to pay them an amount to restore my service and went to the local representatives whom called corporate while I was present and explained that this was a misunderstanding and needed to be corrected. I was told the fee would be refunded and I would not have to worry about the mistaken charges. Unfortunately, neither of those were true and I continued to be billed with no compensation for the past fees and my service kept be stopped. I couldnt keep paying for an broken XXXX that I never had. And all the late and restore fees that were unjustly being issued to me. I didnt renew my service with XXXX at the suggestion of the local representatives and I was told that the little service I was able to receive at my home was also a breach of contract. \n\nOver a year later I received the following nasty emails in which I asked them not to contact me again, and as you see, they did. And not only after denying my request to not contact me, the XXXX manager even copied me on a reply back to the debt collector in a snide, passive aggressive manner. \n\n\n\nXXXX- I received following email Dear : XXXX XXXX Total Balance Due : {$1300.00} Confidential Email : Second Notice Notice of Negative Credit Impact You were previously notified by mail that your XXXX Account, originated by XXXX , was assigned to ACSI for collection as a result of an outstanding balance due. You were also advised as to your rights in accordance with the Fair Debt Collection Practices Act ( FDCPA ) and the Fair Credit Reporting Act ( FCRA ). \n\nAccording to our records, your account remains unpaid and/or does not reflect payment arrangements on file ; and as a result, information regarding this account may be provided to a national credit reporting agency and reflected on your credit report after. \n\nIf you are unable to pay the total balance due or establish payment arrangements we may consider previous collection efforts exhausted and if so, will advise our client that you have refused to resolve your financial obligation and recommend they proceed with alternative collection efforts. \n\nIn order to STOP this process, it is important you contact our office at ( XXXX ) XXXX. * Some Restrictions may Apply. \n\nAs of the date of this letter, you owe {$1300.00}. Because of payments, cancellation fees, equipment costs, and/or adjustments that may be reported by our client, the amount due on the day you pay may be greater. Hence, if you pay the amount shown above, an adjustment may be necessary after we receive your payment, in which event we will inform you before depositing your payment for collection. For further information please reference your ACSI Account Number :, and contact us as provided below : XXXX- I replied : First, my records reflect a breach of contract on your companys behalf. \nSecond, this is the FIRST notice Ive received. \nThird, I have never had any account with XXXX and Ill request the merger agreement contract along with my original contract and documentation with my signature before agreement that you have any sort of basis of claim. \nForth, see attached report as evidence that you may very well be making an attempt to collect a balance I most certainly do not owe as a result of identity theft. \n\n\nXXXX- Thank you for contacting ACSI regarding your XXXX Account. As part of our investigation we attempted to contact you by phone however were unable to reach you. \n\nPlease provide an alternative telephone number where we can reach you or you may contact us directly at ( XXXX ) XXXX The reference number for this inquiry is [ This is an attempt to collect a debt by a debt collector. Any information obtained may be used for that purpose. \n\nXXXX- Let me be very clear. \n1 ) as I stated in my last email to you on XX/XX/XXXX, you are very mistaken. I have not received a single voice mail, piece of mail, identified missed call, telegram, smoke signal, knock at the door, what have you from XXXX, XXXX, ACSI ( whoever this is by your claims, ) XXXX XXXX, or any other XXXX XXXX or XXXX youre going to throw a name in for the sake of it about this foolishness out of the blue owed debt until this chain of communication you see here. \n2 ) by my calculations, your now bankrupt company ( surprise surprise! ) has until XX/XX/XXXX to drop this claim completely before I am at a 45 day mark in which I will legally have grounds to sue you for any credit damage, harassment, false claims, money owed to me, wrongful business practices and now wasting more of my precious time I never thought I would have to on this company again, among other things. And after the XXXX XXXX put me through with this mystery XXXX that I supposedly had and never returned and then you claimed I did but it was broken and upon YOUR STORE MANAGER pulling camera footage to show corporate I was being accused of falsities and it was clear and evidenced, my cell service was cut off and I had to pay an insane amount to get it on long enough to find my children and was never reimbursed hundreds of dollars ... trust that I will sue as far as possible. \n\nTo sum up my statement to you for the last time ... \n\nI left XXXX as a customer with not a dime owed to them. As a matter of fact, out of pure exhaustion of months of no service and being accused of insane claims, and left stranded due to XXXX odd vindictiveness entitlement and complete lack of service and coverage in my area of home and business with THEIR suggestion to find a new provider due to inability to correct this issue, I gave up trying to get money owed to me back. DO NOT CONTACT ME AGAIN ABOUT YET ANOTHER MADE UP AMOUNT OF MONEY I OWE. STOP WITH THESE CRAZY LIES. If youre mixing up my identity, I provided you the FTC and Law Enforcement and IRS report numbers and documents. Figure it out. Not my problem. Im protected and not responsible for someone elses debt. \n\nAs a single mom trying to balance the pandemic, online school, running a business, a long expensive divorce, two ill parents and pay all these bills alone with XXXX FINANCIAL ASSISTANCE, I dont have energy to fight more battles that arent mine. Hence why I left this nightmare cell provider. If I take a credit hit for THIS?!? Not my bill!! I dont know what Ill do ... so. PLEASE STOP! Im not making any phone calls. I dont owe you that. \n\nXXXX- Thank you for contacting ACSI regarding your concerns. I have reviewed the information furnished to the XXXX XXXX XXXX XXXX and find not inaccurate or incomplete information. Unfortunately I am unable to address any of your other concerns based on the statements your email contained. \n\n\nBased on my investigation I find no state or federal violations. Your concerns have been address, and your request has been denied. \n\nXXXX- Thank you XXXX Best Regards, cid : XXXX XXXX XXXX XXXX XXXX Phone XXXX XXXX XXXX ) XXXX","date_sent_to_company":"2020-12-01T11:53:03.000Z","issue":"Threatened to contact someone or share information improperly","sub_product":"Other debt","zip_code":"32309","tags":null,"has_narrative":true,"complaint_id":"3968086","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Allied Collection Services, Inc. (Nevada)","date_received":"2020-11-21T13:16:52.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Contacted you after you asked them to stop"},"highlight":{"complaint_what_happened":["Not my <em>problem</em>. Im protected and not responsible for someone elses debt. \n\nAs a single mom trying to balance the pandemic, online school, running a business, a long expensive divorce, two ill parents and pay all these bills alone with XXXX FINANCIAL ASSISTANCE, I dont <em>have</em> energy to fight more battles that arent mine. Hence why I left this nightmare cell provider. If I take a credit hit for THIS?!? Not my bill!! I dont know what Ill do ... so. PLEASE STOP! Im not making any <em>phone</em> calls."]},"sort":[8.380934,"3968086"]},{"_index":"complaint-public-v1","_id":"3700656","_score":8.2189,"_source":{"product":"Mortgage","complaint_what_happened":"In mid-XXXX, after hearing that XXXX work/income could be impacted from the pandemic, XXXX called Caliber Home Loans to get information on deference of payments. When listening to options on the Caliber phone site, he opted for getting information on the program, and on pushing that option, recd the message Congratulations, you are now in the Forbearance Program! I asked if we were going to get any information about what that means and he said the message did not elaborate at all. \n[ It was later verified by a manager, Ms. XXXX XXXX, that yes, there was a flaw in the phone option system initially, not only automatically putting people in the program, but there was no Opt-out option. She told us that had been corrected. Conversation XX/XX/XXXX ] Point 1 : We were put in the Forbearance Program by Caliber Home Loans without request to do so! \n\nOn XX/XX/XXXX, we spoke to a young man who explained that yes we were in the Forbearance Program which was a 3-month program and we should get back to them sometime in XXXX to look at our options. \n[ We were informed in a call way after the XXXX, that we had an option to pay our Escrow Account during those 3 months ~ very good idea as part of the program ~ but we were not informed ] Our Number 1 concern at the time of this call was the impact Forbearance would have on our credit. We asked this question repeatedly, and were told NO, repeatedly. \nConsequently, we thought okay, maybe this is an advantageous program that can buffer us in case XXXX salary was impacted. \n\nA few days later, we received alert/notification that our Credit had been hit with new information. On immediately reviewing, we saw that all three bureaus had Impacted by disaster and Forbearance documented on the reports. \nHuge problem! Any investor or financial institution looking at consumer financial standing instantly knows this reporting means we are not making consecutive payments ; and making consecutive payments is crucial to investors/financiers. Since we are currently working a business venture with financial partners, this is a disaster. \nPoint 2 : Were were told more than once by a Caliber agent, that the Forbearance Program would not negatively impact credit! This is not the truth. \n\nPanic! And after talking w/financial mentors, we were advised to get out of the Forbearance ASAP, and get it off our credit reports! \n\nOn XX/XX/XXXX, we talked with XXXX XXXX, a Caliber manager, who explained what we needed to do to get out of the program. We scrambled and within days, paid the 2 mortgage payments for XXXX and XXXX over the phone to assure they were applied, and as per Ms. XXXX advice, requested a letter asking for documentation that we were out of Forbearance. The accounting went well, including the XXXX payment, however documentation showing we were no longer in the Forbearance Program was/is not forthcoming! \n\nLitany of work to get a letter from Caliber stating we are out of Forbearance : XX/XX/XXXX ~ talked with XXXX, Supervisor # XXXX, told letter coming and if a problem, ask for Manager XXXX, or XXXX XX/XX/XXXX ~ talked with XXXX, Agent # XXXX, said she would request a letter be drafted to remedy the Credit Reporting and call XXXX back Unknown date ~ talked with XXXX, Manager # XXXX, told letter was coming with correct verbiage XX/XX/XXXX ~ talked with XXXX, Agent # XXXX, who told us the account showed the Forbearance being closed and referred us to a letter that says only that \" we requested to be out of the program '' ~ not that we are out of Forbearance. \n\nXX/XX/XXXX ~ talked with XXXX, Agent # XXXX ( very helpful ) who said a request could be put in to get this reporting off the credit reports and it would take 5 days to process. \n\nXX/XX/XXXX ~ talked with XXXX, Agent # XXXX who transferred us to XXXX, Agent # XXXX who after 10 minutes and multiple requests, transferred us to XXXX, Agent # XXXX who refused to assist and put us on hold ; then talked with Agent # XXXX said letter coming with correct verbiage [ During this time, we did receive letters from Caliber HOWEVER, they were/are the same form letter stating only : you were approved for a Forbearance Plan, however, you subsequently requested to withdraw. \nand proceeds to inform us that we need to make our payments ( letter attached ). NO WHERE do these letters state that we are out of the Forbearance Program! ] XX/XX/XXXX ~ Talked with XXXX, Agent # XXXX. Finally, someone seemed to fully understand the language we needed! We went over it 3 times : It needs to state that we are Not in the Forbearance Program and our account is fully up to date. \nXXXX shared that since the Caliber Forbearance Plan was a 3-month plan that all documentation was around the 3-month period ; subsequently, we WERE NOT OUT of the Plan until the end of XXXX ~ BUT she said she would take us out right now! And, that a letter from Caliber, stating exactly that would be coming electronically within 48 hours, and the hard copy of that would arrive in 3~5 days.\n\nDid not happen. The same form letter, stating that we requested to be withdrawn from the program arrived via email..the SAME letter that is not addressing our needs and not providing any remedy to our mortgage profile/credit standing! \n\nToday, XX/XX/XXXX, called Caliber once again. After speaking with XXXX, Agent # XXXX, I was transferred to XXXX, Agent # XXXX. This is my takeaway from that call : 1. After explaining my concerns and reiterating the many conversations we have had with the company, her primary concern seemed to be gathering dates, names and agent numbers of the people that provided information. \n2. She had a hard time addressing my concerns, especially the discussion with XXXX as she was very explicit about what she could send. Ultimately XXXX said, Caliber could not generate a letter saying we are out of Forbearance. That letter does not exist as part of the company. All letters go through their legal department and there is not one that says consumers are out of the program. ( We suggested she go to legal and have them vet another letter since theres an obvious need! ) 3. About things we were told, i.e. this will not impact your credit, the system was flawed when you were put in by mistake, Caliber will investigate sending a letter to the credit bureaus ; She did not address beyond asking for information about who said what, and what was their agent number. ( This made me uncomfortable as my objective was NOT to throw people under the bus! Most agents were empathic and helpful! ) 4. She referred to a XX/XX/XXXX call from XXXX XXXX multiple times where she says we were told nothing could be done to change the language of the letter. As seen by the litany of conversations listed above, we were told multiple times that this could be done! And that requests were in to generate a relevant letter. \nPoint 3 : This experience with Caliber Home Loans has been confusing, damaging, frustrating, and time-consuming! We have been given completely contrary information and have acted on this information to our detriment!","date_sent_to_company":"2020-06-16T06:05:17.000Z","issue":"Incorrect information on your report","sub_product":"Conventional home mortgage","zip_code":"94040","tags":null,"has_narrative":true,"complaint_id":"3700656","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Caliber Home Loans, Inc.","date_received":"2020-06-16T00:48:47.000Z","state":"CA","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["We <em>have</em> been given completely contrary information and <em>have</em> acted on this information to our detriment!"]},"sort":[8.2189,"3700656"]},{"_index":"complaint-public-v1","_id":"3122774","_score":8.057833,"_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":["I would also appreciate if you would instruct those fees never be added to my loan again and any I may <em>have</em> missed, also be refunded. \n\nAfter many hours on the <em>phone</em> 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 <em>problem</em>."]},"sort":[8.057833,"3122774"]},{"_index":"complaint-public-v1","_id":"3092579","_score":8.039952,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/2018 I walked-in to the Regional VA Loan Center in XXXX and received my Certificate of Eligibility concerning my VA loan guarantee benefits. They told me that the minimum VA purchase price had to be at least {$140000.00} to be within the VA guidelines. \nI applied for loan through USAA on XX/XX/2018 for a home that I am purchasing with my VA entitlements. The home is a for-sale-by-owner in which I am doing all the work and repairs. USAA advertised no origination fees for their VA loan. and this is why I went them. Ms. XXXX was the loan officer who helped me throughout the process and took my application over the phone, she was very helpful and thorough with all the questions that I had while taking the application. ( Please see attached 1st pre-approval letter VA over {$140000.00} purchase. ) I asked Ms XXXX what could I include in the loan ( I.E. appliances, flooring, solar, pool repairs etc. ), that would help me get above the minimum {$140000.00} the VA required guaranteed amount, \" she stated none of the items that I mentioned could be included on a used home purchase, the home had to be in good condition to get the loan. '' I told Ms XXXX that I would go to work on getting the purchase agreement and documents she needed for the loan as well as finish the repairs needed for appraisal. \nIn early XX/XX/XXXX, I applied for a loan to consolidate my credit cards which I had used to for fixing up the house as well as lower my debt to income and finish ratio. repairs, I was denied, not for bad credit they said my credit was good USAA said my credit was too new. \nXX/XX/2018 the repairs and title paperwork on the home took longer than expected so the pre-approval expired on XX/XX/2018. \nI spoke to Ms XXXX a week before the expiration and she advised me to, \" just reapply for the loan when everything was ready and at that time she also stated that \" USAA could do a loan for under the VA guarantee amount of {$140000.00}. '' At the expiration of the first pre-approval I explain to Ms. XXXX that my mother was in the beginning stages of XXXX 's and she possibly would be moving in with me. ( I explained that we needed a quick close ), so that I could finish before my mother 's arrival. \nXX/XX/2018 I reapplied for a VA loan for the same house at the purchase price of {$100000.00} with just the 4 % fees paid by the seller ( see 2nd attached pre-approval letter for {$110000.00}. ) Ms XXXX submits all the paperwork this time all the documents are in as well as the {$600.00} appraisal fee. \n( See attached similar complaint against USAA, number XXXX that was supposed to be an isolated incident, dated XX/XX/2018 ) VA under  {$140000.00}. \nXX/XX/XXXX USAA underwriting contact me by phone stating that the loan had to be over {$140.00}, XXXX for me to qualify. \nA man called me from underwriting who didn't go through the normal protocol that I was accustom to concerning the verification and privacy of the call for USAA. Example being, \" this call is being recorded for quality assurance. '' He said that he would check with underwriting and VA with other options. He never said that I had been denied the loan. \nSomeone had dropped the ball at USAA Mortgage Department to the Underwriting Department because my approval based on the two things underwriting stated should have never made it to underwriting at all? \nI feel that I was mislead. Nearly two weeks had gone by and no one had called me before with this two challenges? \nI left a voice message with Ms XXXX for the gentleman to send me a written statement of the discussion we had over the phone ( see attachment 4. ) It was strange for me to go through all of the paperwork and almost at the end of the loan process and I am supposed to close on house by XX/XX/2018 and I am just now finding out that my net income versus gross income is a challenge? \nMr. XXXX was the underwriter ( see attachment 5 ) that I spoke with and said that my taxes were in order and but it was the {$140000.00} minimum that was the problem. I feel that this was the escape clause for them to not do the VA loan. Mr XXXX offered to switch my loan over to a conventional FHA loan where my fees and USAA 's money made was significantly greater. ( I feel like there was a bait and switch going on with my loan and USAA procedures need to be revamped immediately. ) Mr. XXXX states in the letter that because I am self employed that underwriting could consider some the {$75000.00} gross income and someone would get back with me, ( no one ever did contact me back. ) I am not sure but I don't think that gross or net was specified on the application. I think the question ask for your monthly income which could be gross or net. \nXX/XX/2018 Contacted Mr XXXX by email concerning determination. ( No response, I checked my bank and USAA returned my {$600.00} appraisal fee. ) ( See attachment They didn't bother to let me know if underwriting would be considered any of my gross income. \nUSAA should not be allowed to have any loans make it to underwriting with these basic oversights that need pointing out at the beginning of the loan process. This throw it against the wall to see if it stick I definitely not acceptable for veterans and their personal affairs! \nI feel that I wasted time and money by going through the process with USAA. \nMy credit has been affected with all the inquiries and considerable time wasted and money not to be giving the loan. \nI would like all inquiries from this USAA debacle be removed from my credit reports and would like to know what recourse that I can take via an investigation through the VA Inspector Generals Office or Attorney  General for my state regarding bate and switch tactics concerning Veterans Benefits? \nIn the other complaint that are similar to my complaint, USAA mentioned that the incident was isolated, I don't feel this is an isolated incident.","date_sent_to_company":"2018-12-05T09:45:47.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"VA mortgage","zip_code":"XXXXX","tags":"Servicemember","has_narrative":true,"complaint_id":"3092579","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2018-12-05T09:18:59.000Z","state":"NV","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["USAA should not be allowed to <em>have</em> any loans make it to underwriting with these basic oversights that need pointing out at the beginning of the loan process. This <em>throw</em> it against the wall to see if it stick I definitely not acceptable for veterans and their personal affairs! \nI feel that I wasted time and money by going through the process with USAA. \nMy credit has been affected with all the inquiries and considerable time wasted and money not to be giving the loan."]},"sort":[8.039952,"3092579"]},{"_index":"complaint-public-v1","_id":"2652684","_score":7.91829,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern, Please accept this correspondence concerning my recent experience with XXXX XXXX ( XXXX # XXXX ) representing Land Home Financial Services as a local Area Manager in XXXX, FL. I am requesting a serious investigation to be done on this transaction that essentially left me and my minor child without a roof over our head ( homeless ) while violating Florida Statutes Chapter # 501 - Floridas Deceptive and Unfair Trade Practices Act ( FDUTPA ) sections .201-.213 and 95.11 ( 3 ) ( K ), Florida Statutes . Attached hereto you will find supporting documentation in form of emails ( additional text messages and emails available ) that prove that the above mentioned Land Home Financial Services ( LHFS ) representative has engaged in bait and switch, deceptive trade practices and breach of contract during this transaction that resulted in me losing my rental apartment that I was occupying and becoming homeless. I was lead to believe all along during this process that this loan will close. Also, enclosed you will find the receipts for the financial loss that I suffered due to this failed transaction. I would like to give you a description of how this transaction transpired and I am open to be contacted if any additional information or documentation is required for a full investigation to be launched. Please accept my apologies in advance for the lengthy explanation. \nBack in XX/XX/XXXX of this year I started looking on-line at different Real Estate properties. I was intending to buy a home for myself and my daughter in the near future. I came across a property on XXXX and entered my personal information which subsequently resulted in a call from a XXXX representative to further discuss my interests on that particular property. I advised the representative that I was not working with a Mortgage Broker or a Realtor at that time and she recommended XXXX XXXX with LHFS as one of their preferred lenders in the area. She stated that they have a very tight and in depth criteria when selecting a preferred broker since they recommend them to consumers. That put me at ease as I believed that I could trust their recommendation. I agreed to XXXX passing on my contact information to XXXX and shortly thereafter I received a call from him and our communication on obtaining a loan with LHFS started. On our 1st conversation we went over general and basic information needed such as income, debt, social security number, date of birth etc. and I was told that after my credit was pulled I will be in contact with him again to discuss the maximum amount on the loan approval, and some additional info if needed. Also, at that time I was told that LHFS actually offers a Government Grant Sapphire Grant that is not available to all lenders out on the market and his office is actually issuing that directly to me since I qualified for it based on my income and property value that I was looking for. I was pleasantly surprised by that because I was looking into an FHA mortgage loan and the 3 % -5 % Grant would help with down payment and closing costs. He also recommended to me a Realtor that he claimed to know for a long time and had been doing business with, XXXX XXXX. So far everything looked perfect and I was thrilled over the down payment assistance XXXX XXXX! Shortly thereafter I was copied in an email from XXXX that was addressed to XXXX and contained XXXX Pre-Approval Letters, XXXX for {$150000.00} and XXXX for {$200000.00} which explained the following : my initial pre-approval was XXXX and to go up to XXXX I was contingent to providing him with a document that the second vehicle that was showing on my credit report was not my vehicle and that I was not making the payments on it. At that point I provided XXXX with the second vehicle Sales Contract and he advised that we could start looking for properties up to XXXX or even a bit higher since we might be able to negotiate the sales price. In regards to my credit score, he advised that I was at XXXX and I needed to be at minimum XXXX or above by the time we find a property but that he was not concerned about me bringing my score up quickly because I only had XXXX credit cards that had a tad bit of higher than usual balance and I was planning to pay them off or down anyways. \nI found a suitable property located at XXXX XXXX XXXX XXXX XXXX FL, XXXX. Towards the end of XX/XX/XXXX I came across this townhouse and in working with XXXX ( Realtor ) we had a signed contract by end of the month. When the offer was placed on the property, XXXX was advised on the sales price, address and some additional info he requested about the property. At that time I was told that I NO LONGER qualify for the Sapphire Grant because this property is coming up over the maximum DTI for the grant. The asking price was {$180000.00} and we ended up in a contract for {$180000.00}. Quick reminder, I had a Pre-Approval Letter of XXXX for a property purchase. I was not told at any point in time fromXX/XX/XXXX till this property was under contract that a lot of other factors come into play that could throw your DTI off, like property taxes, HOA, Insurance etc. since they are all calculated into the monthly housing expenses. It was never mentioned that I should only look for properties up to X amount, add on the rest of the expenses, and then look at the DTI before choosing a property. As you can imagine, disappointment is an understatement at that point but I had no choice because I was already in a signed contract so I had to come up with the 3 % down payment. I was told that the rest of the closing costs will be wrapped into the loan. Bait and Switch is absolutely what this grant was to me at that point. The process to qualify for it was not properly explained and in contrary the XXXX Pre-Approval Letter does not specify anything else other then the fact that I can purchase a property for up to XXXX in value. Quite frankly, there was absolutely nothing special about me doing business with XXXX or LHFS other than this Grant that was promised to me at the beginning of our conversations since anyone within the mortgage industry can obtain an FHA loan. \nAfter the loan was submitted to the underwriting department I was contacted by XXXX and I was told that the second car loan, the one that I am not paying for and the one that I send him the Sales Contract on, will need to be refinanced out of my name. The reason for that is because it is still considered my debt since the payments on the car were not made by the new owner for at least 12 months. Quick reminder, the Sales Contract was given to XXXX in the beginning of our dealings inXX/XX/XXXX. The date on when the car was sold is recorded in the contract plus proof of payments was also given to him as well. Left with no other choice but to try to refinance the car, I tried every avenue possible to have that done and it just didnt work out. My credit cards were not an issue anymore because by then my credit cards balances were paid down and my credit score was into low XXXX. The problem was that the person that purchased the vehicle was not able to have it refinanced due to some credit issues on her end. XXXX was advised of the situation and kept informed along the way. He was also informed that I had to give my landlord 30 day notice for moving out and I knew that the rental apartment I was living it would rent quickly because of the price and location. I had multiple conversations with XXXX over this issue and even after all that, at no point in time did he advise me that this loan would not close, so the 30 day notice was given. He continued to push this through and continued to tell me, my realtor and the sellers realtor that this will be a closed deal at some point. \nWe ended up extending the contract because we could not close in time due to the fact that the second vehicle was not able to get refinanced. If XXXX would have been a knowledgeable broker he would have known from day one that 12 months of car payments is a requirement for that second vehicle not to be considered my debt. Three other lenders that I had spoken to afterwards, not including XXXX XXXX, who herself is a Branch Manager at a different LHFS location in the state of FL knew of that requirement. At that point, he advised that another option to have this loan done would be add a co-signer to the loan and I told him that the only person that I could use could be my mother. \nI told him that my mother has gotten her XXXX XXXX XXXX XXXX in XX/XX/XXXX. Also, that she was in XXXX ( my home country ) from XX/XX/XXXX until XX/XX/XXXX therefore she only has documented income in the form of a paycheck sinceXX/XX/XXXX to which XXXX responded that that will not be an issue. The issue that we were having with my mother was that she had no credit whatsoever here in the XXXX, and for that I had to add her to my credit cards as an authorized signer which I did. It took a few weeks for that to start reflecting with the credit reporting agencies but once she showed a credit score he added her to the loan, changed the FHA to a Conventional loan and we were back on track to close on this townhouse. \nThe contract got extended once again and we were working on the last conditions that came back from the underwriting department which I was told were minor and the majority were for them to meet. We were one week out from closing and XXXX left for a XXXX week vacation to XXXX leaving XXXX XXXX in charge to close my loan, along with a couple of other people in his own office. Not until XXXX got involved and spoke to the underwriting department, after all the remaining items were submitted, that I was told that this loan it will not close or better yet it shouldnt have been a loan from the beginning. Why? Because 1. I should have never been given a Pre-Approval letter for a loan considering that the second car that was under my name but for which the actual owner was making payments were not done for at least 12 months. 2. My mother would need to have 2 years of W2, 1099 or equivalent within XXXX in order for her to be added to a loan as a co-signer. \nUnfortunately, by that time I had already had to vacate the rental unit as of XX/XX/XXXX since a new tenant was coming in inXX/XX/XXXX. The seller agreed to allow me to move my 2 bedroom 2 bathroom apartment furniture and belongings into the townhouses garage because we were to close on the loan within the next few days. That was very kind of him to allow me to do that vs. moving all my stuff into a storage unit and then into the house once the loan closed. However, the scenario was not ideal because I had to throw out everything that I had in the fridge and freezer and some other food due to the fact that I was only allowed to use the garage, and I was concerned for rodents etc. \nTwo days because the closing date I was told by XXXX that this loan will not close. To make matters even worse, I was homeless with no roof over my head or my daughters which I am primary custodian for. The seller agreed to allow me to move my stuff out of the garage and into a storage unit on a Saturday so that I did not have to use another day of vacation from work. \nWe canceled the purchase contract and the seller agreed to return my escrow deposit simply because they realized that it was nothing that I had done to prevent this loan from closing, but it was actually XXXX incompetence and lies. So here I was 6 months later, working with a professional mortgage broker that has been in business for XXXX years with no place to call home, a minor child with me, all my personal and furniture in a storage unit, and living at the mercy of my friends in their house till I found another rental apartment. \nDuring this ordeal I did not receive XXXX email from XXXX while he was in XXXX, although he was very well aware that this deal fell through because he was copied in all email communications with XXXX. I reached out to LHFS corporate office in CA and I requested that an executive reach out to me, and later on I received a call from XXXX XXXX who advised that he is the VP of National Sales, and he will me handling this matter because he is part owner of the company and his interest to have it resolved. \nI provided XXXX with all the information for this transaction, and I expressed to him that I am out of pocket, at that time of probably XXXX plus, and at minimum I am looking into being compensated for that. He agreed that he will be looking into this matter further, he would discuss it with XXXX and, I agreed to forward him the invoices once I moved into a new rental apartment since I was still living with friends at that time. \nOn XX/XX/XXXX I received a phone call from XXXX and he advised that he is back in town and he is deeply sorry for what happened and for the situation, and stressed that he was sorry for what he put me and my daughter through. He also said that he has no control over what LHFS will be reimbursing me for, but for whatever money they will not, he will do it out of his personal money to make me whole. I told him, just like I told XXXX, that I will put all the invoices together and I will be forwarding that to them once I know for sure the move in situation. \nI was lucky enough to find an apartment in the same community that I lived in before, and at the same rental price, but I had to wait for the unit to be ready. OnXX/XX/XXXX I was finally able to move in after having no place to call home for XXXX days. \nAs soon as I was able to put all the invoices together I emailed XXXX and XXXX and I requested for the reimbursement check to be sent to me. I received one communication email after that from XXXX asking for us to find a time to speak to which I responded that he can reach me on my cell phone at any time. Not a word from anyone else after that! \nAs we stand right now, I am out of pocket {$2200.00} because of a FL licensed mortgage broker that has against the law used unfair and deceptive trade practices by lying to me all along and making me believe something that was completely false and misleading, lured me into doing business with his company by promising a grant that was never given to me. That is bait and switch. He also breached a verbal contract when he stated that he will repay me the financial loss that I suffered but never gave me my money back. This is without taking into account the stress, the time lost and the pain and suffering that I went through yet it appears that LHFS and XXXX believe to have absolutely no obligation towards me as a consumer. I am asking that you step in and hold LHFS and XXXX fully responsible and accountable for their actions and facilitate that I recover my financial loss at minimum. \n\nRespectfully, XXXX XXXX XXXXXXXXXXXX XXXX ( XXXX ) XXXX","date_sent_to_company":"2017-08-28T20:37:06.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"33417","tags":null,"has_narrative":true,"complaint_id":"2652684","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"LAND HOME FINANCIAL SERVICES","date_received":"2017-08-28T20:28:25.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Left with no other choice but to try to refinance the car, I tried every avenue possible to <em>have</em> that done and it just didnt work out. My credit cards were not an issue anymore because by then my credit cards balances were paid down and my credit score was into low XXXX. The <em>problem</em> was that the person that purchased the vehicle was not able to <em>have</em> it refinanced due to some credit issues on her end. XXXX was <em>advised</em> of the situation and kept informed along the way."]},"sort":[7.91829,"2652684"]},{"_index":"complaint-public-v1","_id":"4671972","_score":7.914006,"_source":{"product":"Checking or savings account","complaint_what_happened":"Hello, I was approved for the XXXX XXXX XXXX, I provided the following information to the bank, LLC, Taxes, EIN, ID, Website, Approval emails, and invitation emails to apply for some reason the bank is refusing to release my funds. On XX/XX/XXXX, I spoke with the bank, they informed me that SBA requested the money back and the money was sent back to SBA. \n\nWhen I called SBA to inquire about the monies, I was told there was no record of them being returned. The bank branch advised me that once the {$10000.00} cleared, I would have a balance of {$9100.00}. I sought to have the {$5000.00} overdraft removed because I never received {$5000.00}. TCF bank is giving me the runaround ; I can't get a straight answer from them. TCF claims that the branch can address my problems and that I don't need to phone every day ; however, the branch claims that they have nothing to do with the hold and the overdraft and that I should contact TCF. \nAlso, instead of informing me the truth, the bank misled me into believing my SBA monies arrived in my business name. I went inside the branch and asked teller XXXX the name the funds were deposit in, he informed me that the funds came in my business, which was not the case, I was informed by SBA the funds were deposited in my name.\n\nThe grant was not approved by TCF Bank. Why is TCF withholding my payments despite the fact that the SBA approved my grant? Why is my account {$5000.00} overdrawn after bank branch tells me the SBA had requested the monies be returned? Why did TCF take my first SBA funds without issue in XX/XX/XXXX without asking for documents or placing a hold on my SBA funds?\n\nAfter communicating with TCF on XX/XX/XXXX, I was told that if I could show that I have a website, the monies will be released. I took a seat in the branch and showed bank teller XXXX my website and gave him a copy of my leaflet. Then bank teller XXXX asks me for an LLC document. When I tell him I don't have one, he says, \" Well, I can't help you. '' I leave and return the next day with the LLC. I called TCF to inquire about the status, and now TCF is attempting to convince me that I require a business account. I notified TCF that this is not the case, and that I am legally permitted to deposit my SBA cash in my personal account. The grant is in my name, the XX/XX/XXXX taxes have my name and my business name, the EIN document has a cover sheet faxed from IRS showing my name and my business name and my LLC has my name and my business name.\n\nAfter submitting the LLC, I called TCF to inquire about the status, and now TCF is attempting to convince me that I require a business account, then TCF tells me to print the application and get the application notarized. I explained I received an invitation to apply for more funds based on my application from XXXX. I provided the invite for both grants and I provided the approval for both grants.\n\nI also notified TCF that this is not the case a business account is mandatory, and that I am legally permitted to deposit my SBA cash in my personal account.\n\nIt's easy to prove my identity because I believe I've been with this bank for over 15 years. I can only conclude that the bank isn't acting in good faith, isn't treating me fairly, and isn't following all applicable rules and regulations. This bank is making things up as they go along, so how many customers have given up after being put through this type of behavior? \nWhy put me through this if TCF has no intention of releasing my monies? Return the money so I may have my funds deposited in another bank. I have no intentions on giving up, these grants were approved all ready. Also, as the sole proprietor it wasnt mandatory to have a LLC SBA approves loan and grants to sole proprietors without LLCs, Why is my money being held and why is the bank making up rules? I believe I established my identity? \nI provided the bank with everything they requested. \nXX/XX/XXXX, I submitted Taxes. EIN, ID, and Approval Email XX/XX/XXXX, I submitted Website XX/XX/XXXX, I submitted LLC and invitation email XX/XX/XXXX, I called to check the status I was informed SBA requested the {$5000.00} to be returned, I asked what about the {$10000.00} the bank said if the {$5000.00} was sent back then the {$10000.00} probably will be returned. \nPlease help me understand why the bank is refusing to release my funds and why the bank is requesting paperwork every time I provide verification, once I provide verification the bank comes up with another document, TCF had me going into the branch on three different occasions instead of asking for everything at one time. It appears the bank is throwing everything at me until I am no longer able to provide documents, why is the bank doing this when the SBA approved my grant.\n\nIt is my understanding that SBA has provided each bank with a private number for questions, if the bank has questions concerning the grant the bank should use the number. \nFinally, my pension will be paid on XX/XX/XXXX, as long as the bank has the {$5000.00} overdraft on my account. My pension will be used to pay a payment that does not belong to me, and I requested that the overdraft be removed when the bank inform me that the {$5000.00} has been returned but continues to show overdraft on my account. \nThank you for looking into this matter and I have all documents if needed and I have all phone communications between myself, TCF, the Branch and SBA. \n\nXXXX XXXX","date_sent_to_company":"2021-08-29T23:20:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"60651","tags":null,"has_narrative":true,"complaint_id":"4671972","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TCF NATIONAL BANK","date_received":"2021-08-29T23:10:48.000Z","state":"IL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["The bank branch <em>advised</em> me that once the {$10000.00} cleared, I would <em>have</em> a balance of {$9100.00}. I sought to <em>have</em> the {$5000.00} overdraft removed because I never received {$5000.00}. TCF bank is giving me the runaround ; I can't get a straight answer from them. TCF claims that the branch can address my <em>problems</em> and that I don't need to <em>phone</em> every day ; however, the branch claims that they <em>have</em> nothing to do with the hold and the overdraft and that I should contact TCF."]},"sort":[7.914006,"4671972"]},{"_index":"complaint-public-v1","_id":"3273108","_score":7.244377,"_source":{"product":"Mortgage","complaint_what_happened":"Please note that the form asks the first question in such a way that I have listed I am in Default - Please understand, WF caused this - I was making my payments! \n\nI am in an extremely abusive relationship with Wells Fargo. They continue to play shell games with my money - moving my payments from my loan and into my Escrow account. \n\nPlease note that in XXXX, XXXX - I filed a Chapter XXXX Bankruptcy to protect my home because of these constant games that Wells Fargo plays with consumers. The Chapter XXXX plan was followed for the FIVE years and I completed the plan as per the Bankruptcy Court/the Trustee. \n\nI VOLUNTARILY signed up for automatic payments to be withheld from my payroll because Wells Fargo can not be trusted! Therefore, I have record of EVERY payment made during that Chapter XXXX. At the end of the five years, all of a sudden monies were missing from my account. Therefore, I immediately withdrew a large sum of money from my retirement account and applied it to my loan due to the fear of Foreclosure/Default. The amount was over {$6700.00} - the Next month, the amount, demanded was over {$10000.00}! This was IMPOSSIBLE as I had paid through the Trustee. When I contacted WF, a CSR ( XXXX XXXX ), had explained that anytime you make MORE than your required payment, the monies are placed in ESCROW! She could see an amount of OVER {$4000.00} in my ESCROW and moved it to my loan. There was an amount that had been unapplied to the loan, as well. It was about {$590.00} The $ XXXX/ {$4500.00} plus the {$590.00} brought my account current. \n\nHowever, I began asking questions mid year, XXXX. I got bounced from one rep to another and never really received the courtesy of a phone call or sit down to explain what was happening with my account - just a run-around and plenty of letters that would take an entire day to read. I imagine this is just more of their rubbish in creating smoke screens/delivering information that is so lengthy that it makes it difficult to decipher or digest! \n\nI had also been part of the Class Action Suit, executed by the Treasury Department a few years back due to illegal foreclosure by WF! \n\nIn XXXX, I received an Escrow Statement indicating that I would be short in my Escrow Account and the Option I chose was to increase my payment to approximately {$2000.00}! This would mean that they would be putting {$12000.00} in my Escrow ( for the period of XXXX - XXXX, XXXX! However, in XXXX, XXXX - the government shut down and I am a government employee. Therefore, I contacted WF in XXXX at the toll free number for Federal employees. I was advised that I had until XX/XX/XXXX to make those two payments - which was done ... .immediately before that due date/when the government reopened and issued our backpay. \n\nDue to the fact that I had already been bounced around within the Office of the President/OOP ( at WF ), I still had unresolved question about my account after completing the Chapter XXXX and involving the constant moving of my monies. At that time, even though I had paid my first two payments for the increased Escrow amount, a man by the name of XXXX XXXX took it upon himself to go back in my account, prior to my XXXX payment ( which had been on time ) and remove monies from my mortgage payments ( I had already completed my XXXX and XXXX increased payments when he began moving monies ). He did this in retaliation for me hiring an attorney to wade through this on-going problem/questions and the constant financial abuse received from Wells Fargo. \n\nI have contacted HUD because he specifically told me that he did NOT apply my XXXX payment when it was made ( I had called and asked if he saw the payment. I then asked if he applied it to my account because all of a sudden I was receiving statements showing that I was slightly behind in my payments ). He told me, \" No '' ( that he had not applied the payments ) He stated, \" that it was because I was in Default ''! He purposely forced me into default! He saw those payments and knew that I had made everything through XXXX and then the XXXX, XXXX and XXXX, XXXX payments! I was in the first week of XXXX and getting ready to make my XXXX payment and now I am struggling to catch up an account that was not behind! I am being charged late fees etc. I want my monies moved back to my mortgage - at least enough of my monies to catch my account up completely. I am NOT playing this game again with them! \n\nI told them I have filed with your agency, HUD, hired an attorney, and my next step will be to the XXXX News! I am done with this behavior. \n\nI think the men in this agency feel like they can push you around. XXXX XXXX knows that I am a older single female ( XXXX years old in XXXX ). That company knows what they can get away with. Well, I am exercising my rights under \" Me Too ''! I am NOT going to be pushed around any longer by this company! \n\nHUD advised me that Escrow runs from XXXX - XXXX ( I think this may be due to Federal taxes and tax returns so the previous year 's interest can be calculated ). \n\nMy taxes, if paid on time are NOT over {$6000.00}! My City/Borough tax is paid in XXXX. They collect enough the first three months to pay this amount ( + {$600.00} per month goes to my Escrow ). Then my homeowner 's insurance is now due in XXXX - it is {$1000.00}. ( It was due in XXXX - however, I changed companies and saved {$350.00} per year! so this year it had to be paid early. TWO payments into Escrow ( XXXX ) is enough to pay this. This just leaves my school tax which comes in at about {$3200.00} - if it is paid early/on time - it is about {$3000.00} or slightly less! This means that right now they are demanding that I make three mortgage payments - of which {$1800.00} would go to Escrow. There is OVER {$1700.00} in Escrow. AND they will collect another {$3600.00} this year for the Escrow account! \n\nHUD has explained that they can not keep more that {$50.00} at the end of the year. \n\nI have been refunded, twice prior to this year. XXXX - Refunded over {$1300.00}, XXXX about {$400.00} - which I put on the Chapter XXXX at the beginning of XXXX to try to reach the dismissal/completion. \n\nXXXX - NO monies refunded because they were too busy moving funds! \n\nI want this behavior stopped. \n\nI am in the process of reconciling ALL of my pay stubs with Wells Fargo 's transaction records AND the Trustee 's records because there appears to be missing money! \n\nI should also mention that during the Chapter XXXX, I constantly was receiving harassment from WF via notifications, from my Attorney that I was behind! ( Impossible because I made my payments through the court along with my conduit payments for the current amount due )! My payment went from {$1000.00} biweekly to {$1300.00} biweekly. My mortgage is just over {$1000.00} ( by itself ). \n\nMy taxes could NOT have escalated that much! \n\nThis is how Wells Fargo throws people, making timely payments, into default! Once they begin making adjustments and moving money - it affects everything. \n\nPlease know that each time I make a payment, I physically go into the WF branch near me - add monies to my bank account in the event that they change my mortgage payment. I have the teller apply the amount, paid that day, to my mortgage account. What WF does is : Rather than a complete transfer, they WITHDRAW the money - 1 receipt. They then apply it to the mortgage account - second receipt. I have them provide me with an email receipt and a physical receipt. However, when this recently happened, what I noted is that the electronic receipts are removed anytime that they make an adjustment to the amount originally paid! ( They obviously have the capability to change that whole transaction and its records )! The only way I located any info was to go back to my actual banking statement! The info on the mortgage statement is now so conflicted that it is difficult to see because they use words like returned, reversed, etc. \n\nHowever, I have NEVER received any monies actually returned. \n\nThe last thing I will mention is that WF took monies from my bank account when they should NOT have taken ANY of my funds! I had signed up for a bi-weekly mortgage prior to the government shutdown. I was told that they would not be able to pull the XXXX payment and that I should make that payment - I did this in two payments at the beginning of XXXX. When they took the third payment, I asked XXXX XXXX to review the recording and advised him I even received a letter stating that the first payment would not be drawn until the end of XXXX and WF took that third payment on XX/XX/XXXX. He advised me that the rep never told me that and I advised him that I had recorded the message so he must not have listened or he was justifying more bad behavior! This is when he began stealing money from my mortgage payments and moving it all over the place! He was determined to put me in my place and exercise further abuse and intimidation of a female customer!","date_sent_to_company":"2019-06-12T20:11:08.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"17331","tags":null,"has_narrative":true,"complaint_id":"3273108","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-06-12T18:32:53.000Z","state":"PA","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":["When they took the third payment, I asked XXXX XXXX to review the recording and <em>advised</em> him I even received a letter stating that the first payment would not be drawn until the end of XXXX and WF took that third payment on XX/XX/XXXX. He <em>advised</em> me that the rep never told me that and I <em>advised</em> him that I had recorded the message so he must not <em>have</em> listened or he was justifying more bad behavior! This is when he began stealing money from my mortgage payments and moving it all over the place!"]},"sort":[7.244377,"3273108"]},{"_index":"complaint-public-v1","_id":"4084034","_score":7.2366037,"_source":{"product":"Debt collection","complaint_what_happened":"Paragraph 1 : I started falling behind on my Discover card late last XXXX. Ive been a faithful customer for over five years now. I have talked to them probably close to 20 times starting from as soon as I knew I wasnt going to be able to make full payments. Ive given them full disclosure on my situation every time. Ive been helping my XXXX-year-old mother through her Chapter XXXX bankruptcy since XXXX. In XXXX, my brother moved into my home and basically crashed for a year, putting more lasting strain on my finances. He finally went into rehab in XXXX. I love him, I support him, I want him to succeed, but he will NOT be moving in with me again. Leading into this situation, my father died from XXXX  XXXX XXXX and my stepmom botched the inheritances, to put it lightly. Initially she told my brother he was going inherit one thing. Then he ended up inheriting something else, but by that point he had already made commitments ( some good, some XXXX ). That threw him into financial chaos, which ended up throwing me into financial chaos trying to help him. There is no one major event that caused my payments to fall behind. Its a situation thats been four years in the making, and it will last indefinitely. \n\nParagraph 2 : The other reason my step family is tied into this mess is because its HIGHLY likely my stepmom leaked my credit card number at the beginning of XXXX, resulting in someone anonymous going on an online shopping spree for expensive womens shoes and cosmetics. I cant verify who actually stole the card, who is covering it up, and whos just trying to stay out of this mess because every single person Ive reached out to who could possibly have something to say has taken the total radio silence approach. Its been throwing me through a constant emotional and financial loop for the past couple of years. \n\nParagraph 3 : Discover rings my mobile phone six times per day, I either answer one of them or I call back, we spend 15 minutes having the exact same conversation weve been having for three months now ( while Im always informed its being noted and recorded ), they leave me alone for 1-2 weeks ( I dont think they even waited a full week this last time before XXXX ), and then they start right back up again. This has been going on since XXXX. We have talked so many times that I can recite the phone call almost verbatim. Hi! This is So And So from Discover. We were just reviewing your file and we noticed youre XXXX XXXX behind. Has anything changed recently? Is there anything we can do to help? Let me just make you aware of these payment plan options Every time, its a totally different account specialist acting like its the first time Ive ever been contacted and they have absolutely no idea what is going on. \n\nParagraph 4 : Discover apparently thinks that calling me six times a day is somehow going to make me richer. There is no logical reason or justification for that business model. Youre not helping your customers when you do that. Youre harassing and pushing them into paying you more than theyre actually able to. If reality worked the way Discover thinks it does, I would gladly be inviting you to call me six HUNDRED times per day, because I could use all the financial help I can get. But since it doesnt work that way, I seriously question why do they need to keep calling me at all. Ive pointed this out before on a feedback form one of your phone reps sent me months ago, but thats evidently fallen on deaf ears. Ive been sorting out a lot of debt calls lately, but Discover is easily the # 1 reason I have to keep my phone on constant Do Not Disturb mode while Im at work. I noticed theyve slowed down a bit since XXXX XXXX ( now at 1-2 calls per day ), but on Tuesday XX/XX/XXXX they switched tactics. I received an Express Mail letter telling me if I dont get on a repayment plan by XX/XX/XXXX, they will forward the matter to an attorney next. \n\nParagraph 5 : I also feel I should point out Discovers corporate message has been a little bipolar. The agent I talked to two phone calls ago ( late XXXX/early XXXX ) actually suggested it would be better if I stopped paying Discover COMPLETELY for the next several months and saved up whatever I could. The other agent I talked to in the most recent phone call ( mid-XXXX ) wouldnt stop urgently pressing me to send bigger payments. She kept asking me Well, when can we expect the {$130.00} payment? My response is : You can expect me to resume full payments when either work doubles my salary or I win the lottery. The third possibility is someone from my family reaches out to me totally out of the blue to say Oh my gosh! We REALLY messed up here! We are SO sorry! HERES what we owe you! ( whatever that might be ), but Id consider that to be the least likely outcome at this point. \n\nParagraph 6 : What constantly haunts me is back when I called Discovers fraud department about the stolen card in XXXX, I explicitly remember someone mentioning Ohio. Either the charges were originating from Ohio, or one of the vendors was registered in Ohio? Im not exactly sure. The person from Discover asked me if I have traveled to Ohio recently. That didnt mean anything to me at the time, but I came to find out later my stepmoms home state is Ohio. She probably still has friends somewhere in Ohio. That strikes me as more than just a coincidence in hindsight, and if its NOT this credit card thats making every single member of my family act like guilty nutcases, I have no idea what else it could be. But since someone from Discover was asking if Ive ever been to Ohio, that indicates to me you have some form of system in place that tells you when a charge is coming through an unusual location. Somewhere, in some form, you probably have more evidence of who was actually using my card than I do. \n\nParagraph 7 : I know my stepmom had access to the Discover credit card because I gave her the number as a gesture to help her with plane tickets to my fathers funeral in XX/XX/XXXX, and she is the only one who had access to it barring some completely random hacker. A couple years ago, I went to my local police department to report this issue after it started becoming clear the problem was a lot worse than my stepmom just innocently fuddling the inheritances. They couldnt do anything for me because it crosses out of state boundaries. They advised me to contact the police in the county of Michigan where my stepmom was living when the theft occurred. I must have called around four times spread across several weeks in XXXX. Every time I tried calling, I got the voice mail for the investigators department. I left my name, number, and the basic problem I needed to report, and nobody ever called me back. Ive contacted various private attorneys in both my state and my dads state. Ive contacted DA offices. Ive contacted all the vendors involved directly, and they cant tell me who was using the card without a court order first. And after all other outlets failed, I even tried submitting it as a tip on the FBIs website since credit card fraud in itself is a federal crime. Ive hit dead ends every single time and I lost around {$700.00} on this venture alone. \n\nParagraph 8 : At this point Im more concerned with just having a basic conversation with my family than Im concerned with prosecuting anyone, but Im also aware of the fact that conversation is never going to happen because, in all likelihood, it would lead directly to prosecutions. Anyone from my family could just sit me down and calmly tell me why Im wrong, but everyone just seems to think its hilarious how my dad died from XXXX and everything that happened after his death is just one big joke. I was sitting at the mans bedside four weeks before he died, and he was so happy that everyone was back together, and everyone was getting along, and Id finally gotten over my phobias of talking to him, and how decades of family drama I could write about forever were all behind us. Then he was gone and everyone else decided Nope. We have other plans. The entire thing is completely sinister and disgusting. \n\nParagraph 9 : When I was going through all this with Discovers call agent last month ( XX/XX/XXXX ), she was saying they would have no record of who committed the fraud because Its not like we have camera recordings showing who was using it. For one thing, they wouldnt be video recordings. They would be incoming IP addresses. All of the fraudulent purchases were through online vendors. Discovers position here seems to be theyll do everything in their power to pry their customers for money they dont have, but you care little or not at all about protecting your customers rights. I have an aunt on my moms side who seems to be talking pretty regularly with my stepmom ever since all these legal questions started coming out, and last month she just restarted her antics of popping in and out of my online life without ever actually communicating with me. Im done trying to figure out whatever her deal is. Im not going to claim that getting toyed around by various family members caused 100 % of my debt, but its not a completely unrelated issue, either. Rest assured, IF there ever turns out to be a legal case over this, and IF there are any punitive damages owed to me ( in addition to what Im almost certain are criminal convictions ), it will be my first priority to repay my existing debt. \n\nParagraph 10 : As long as no one is suing me, I WILL maintain monthly payments. The amount might not be very much ( right now its looking around $ XXXX {$30.00} ), but they WILL be monthly payments. The moment someone sues me, Ill have to stop paying ALL of my unsecured debt immediately so Ill have enough to hire a bankruptcy attorney. Im not saying that as a threat. Im not making any kind of dare. Im simply saying what I have to do to survive. I understand I took a risk by using this credit card, but you also took a risk offering the card. Lets not playing Completely Blame the Consumer here. \n\nParagraph 11 : Your Express letter is utterly unnecessary. Hypothetically, if you sued me tomorrow, all youre going to do is lose yourself thousands of dollars just to flex muscle for no reason. I dont own any real estate. The only car I own is financed for the next five years. I can count my potential bankruptcy inventory on one hand. I havent consulted with an attorney, but I own MAYBE a XXXX dollars worth of beat up sci-fi books, MAYBE a couple XXXX worth of DVDs ( and I mean DVDsnot Blu-Rays ), a 8-year-old TV, a {$50.00} DVD player, a {$200.00} gaming console with no physical games, a {$400.00} mid-range computer required for my software job, and some clothes. I used to have a significantly larger DVD collection, but I pawned off the vast majority of it for spare cash several XXXX ago. I make {$2200.00} per month post-tax post-healthcare, Im effectively living paycheck to paycheck, and Im a Pennsylvania resident. Wage garnishment on unsecured debt doesnt exist in PA. \n\nParagraph 12 : The only other thing I have is {$14000.00} sitting in my Roth 401 ( k ), but no one ( including me ) is touching that for the next couple of decades. If I cashed out everything I had in that account right now as an emergency fund and I gave all of it to Discover to settle my debt, Id still have six other unsecured creditors to contend with. In other words, its not a viable option. \nParagraph 13 : Im not facing a monthly deficit, but I only have about $ XXXX- {$300.00} left each month to split between seven different unsecured creditors. In all honesty, the past few months have been somewhat of an experiment because its the first time in several years that Ive gone on a cash-only budget for all of my basic groceries and utilities. Ive already gone through Discovers recommended credit counselors ( I cant even afford a third of the plan they put together ) and Ive cut back on how much I put in my 401 ( k ) from almost {$150.00} per month to just {$100.00} per month. If I cut out my 401 ( k ) deposits entirely, I also lose my employer matching. \n\nParagraph 14 : Mom will be out of her bankruptcy by XXXX of this year. By my calculations, she will be able to save enough money on her own that its going to save me about {$200.00} per month. But I also have to keep in mind that my school loans ( which have been forebeared for almost an entire year due to Covid ) will resume in the next couple of months. Im already on XXXX income-contingent plan and my payments are right around {$200.00} per month. Basically, moms bankruptcy ending is going to amount to a net zero difference to me.","date_sent_to_company":"2021-01-27T13:42:07.000Z","issue":"Communication tactics","sub_product":"Credit card debt","zip_code":"159XX","tags":null,"has_narrative":true,"complaint_id":"4084034","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2021-01-21T21:59:53.000Z","state":"PA","company_public_response":null,"sub_issue":"Frequent or repeated calls"},"highlight":{"complaint_what_happened":["A couple years ago, I went to my local police department to report this issue after it started becoming clear the <em>problem</em> was a lot worse than my stepmom just innocently fuddling the inheritances. They couldnt do anything for me because it crosses out of state boundaries. They <em>advised</em> me to contact the police in the county of Michigan where my stepmom was living when the theft occurred. I must <em>have</em> called around four times spread across several weeks in XXXX."]},"sort":[7.2366037,"4084034"]},{"_index":"complaint-public-v1","_id":"14971990","_score":5.936837,"_source":{"product":"Credit card","complaint_what_happened":"XXXX'I am 14 weeks into endless problems with dishonest and incompetent customer service from Chase (XXXX) card services.\\n\\nThey have continuously changed their story on what charges they can and cannot contest, timeframes, and what they are even doing on my behalf.\\n\\nThey cancelled a card without asking, for no good reason, and INVENTED a reason.\\n\\nThey contested charges they were told explicitly NOT to contest, on multiple occasions.\\n\\nTheyve lied about call-backs and supervisors and Managers that may not even exist, the departments are not talking to each other, and sometimes dont even know which department theyre working in.\\n\\nAgents and alleged supervisors are not actively listening or comprehending or cooperating, even arguing Im the one who is not listening and even complaining about going in circles when their answer does not address a question.\\n\\nI sometimes have to ask a question several times, then TELL THEM I AM ASKING A QUESTION, and still cant get a straight answer.\\n\\nThey cant focus and conflate different stuff. CONSTANT runaround, passing the buck, transfers, stories too complex for simple minds, so XXXX  XXXX  things up even more, making it more complex for the next simple mind.\\n\\nTheir clueless incompetence has wasted somewhere around 40+ hours of my time, trying to herd the kittens and get them to function.\\n\\nIt is VERY aggravating, doubly-so when they get me so frustrated as to yell and cuss at their dysfunction, and THEN they insult with pretense that theyre professionals.\\n\\nIn over two months, it has become clear nobody is in charge, there is no accountability, and no integrity. They repeatedly lie about promised call-backs from Managers and later tell me there is no Manager. \\n\\nI cant trust a thing they say, and have lost confidence.\\n\\nCard Services is also firewalled from the bank, so Chase Bank is doing nothing to help.\\n\\nI have sent letters to card services and corporate, only to learn they gave wrong addresses. Ive gone to a bank location and had the Manager fax same letters to Chase.\\n\\nThe closest thing Ive gotten to a response is a warning letter about inappropriate conduct with our employee(s).\\n\\nChase Card Services has NOT behaved professionally or appropriately.\\n\\n\\nInitially, a resolution would have been to resolve the XXXX  dispute that started the whole mess in the timely manner they had iniitially promised.\\nLater, after they started tampering with my account, resolution would be about them getting their act togfether.\\n\\nNow, resolution involves establishing some form of customer service, with competent agents that can actively listen, and a means of someone owning a case to establish accountability.\\n\\nAnd a final resolution to the ongoing XXXX  dispute (too complex to offer details in this forum, as it gets more complex with more run-around), so that it doesnt continue into a fourth or fifth or sixth, etc month.\\n\\nAND COMPENSATION, AT THIS POINT. 40+ hours of my time, unpaid, dealing with paid incompetence.\\nMy Craigslist account remains blocked until resolution, preventing me from advertising my services: Lost income.\\n\\n\\n\\n\\n\\n\\\\\\n\\nThese are the letters I sent, trying to get help after finding Chase Card management futile:\\n\\nto:\\tCHASE BANKXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXFAILING CUSTOMER SERVICE, ALL DEPTS\\n\\n\\nSirs:\\n\\nI write this letter as a desperate last-resort. All other efforts to deal with customer service problems simply redirect me back to the people who are the problem.\\n\\nFor the last two months or so, Ibe been having some profound difficulties with OUT-OF-CONTROL  broken and dysfunctional customer service, across-the-board. \\n\\tAgents and supervisors are not listening or comprehending or cooperating, stories are constantly changing, everyones transferring and passing bucks, running me around and throwing me back down the proverbial rabbit-hole. Agents dropping and abandoning calls, unable and/or unwilling to finish conversations, frequently having to start over with multiple calls over course of a few hours to get anywhere.\\n\\nAgents and supervisors are very unhelpful when they change their stories, lie, make stuff up as they go along, and invent false narratives, based on their incomprehension, tamper with my account, contest charges and cancel card AGAINST MY EXPLICIT INSTRUCTIONS, ignoring me and hanging up.\\n\\tCustomer service agents are conflating Fraud and Dispute, with no sign of coordination between departments or effort to coordinate disputes with vendors.\\n\\nThe countless aggravating hours of runaround with agents and supervisors who cannot listen or understand and therefore cannot know what theyre even doing, having to explain things 3-4 times and then the agent asks again; asking questions over and over again without getting straight answers - HAVING TO TELL THEM I AM ASKING A QUESTION, THEN HAVING TO EXPLAIN THEIR EVASIVE ANSWER DOES NOT ANSWER ANYTHING. Empty promises of call-backs.\\n\\tLack of functional cooperation gets me yelling, and as it continues, sometimes cussing at them, and then they compound the insult by pretending to be professionals. Which simply means they dont know what the word even means.\\n\\nONE issue is an ongoing dispute with XXXX.\\n\\tIt came to my attention that multiple listings for my services (XXXX XXXX XXXX XXXX) were missing the sample images of my work. XXXX  identified it as a bug, but wouldnt discuss how long the problem has been going on.\\n\\tWith no idea how long Id been paying $XXXX/month for broken listings, I contacted Chase XXXX XXXX inquiring how many months or years we could go back in contesting charges.\\n\\tI was originally told indefinitely, but need to pull records for beyond 3 years.\\n\\tIt then changed to 3 years, then to 6 months, then to 3 months, then back to 6 months.\\n\\nI was then told the process should only take a couple of weeks, maybe a month for it to show on my statement.\\n\\tBut then only a few showed on the statements, now the story was it would take a second month, and with the lack of coordination, stories from XXXX  and Chase contradicting each other, disputes being contested, Chase is not telling me it could take yet another 2-4 months.\\n\\n2 months of listings (XXXX XXXX) are confirmed as credited, but the remaining 4 months XXXX XXXX) remain in chaos, (XXXX $XXXX  listings, $XXXX  XXXX, with Chase burying me in individual piecemeal letters I cant keep track of. Meanwhile, while I REPEATEDLY tell them NOT to contest the charge in XXXX, I get a notice theyre contesting AGAINST MY EXPLICIT INSTRUCTIONS.\\n\\tCustomer communication on progress is very opaque, I only know what agents are willing to tell me, and with changing stories and contradictions, I cant trust what they say.\\n\\nAnd while the dispute process swirls in apparently-uncontrolled chaos, this threatens my livelihood as I spend hours struggling to herd your kittens.\\n\\tAND XXXX  is blocking my account indefinitely until this is resolved, so even with their bug fixed, I cannot post new listings advertising my services. With this threatening to drag on indefinitely, your dispute process is growing prohibitively expensive, vastly greater than the amount disputed.\\n\\tThings have gotten so messed-up XXXX  may never re-open the account, so your damage may be permanent.\\n\\nAgents are giving contradictory stories, one claiming Chase was contesting the charges as fraudulent instead of not providing services (or whatever your term is), AND IF YOU ARE DISPUTING CHARGES ON WRONG BASIS, IT IS LIKELY TO MAKE THIN GS NEEDLESSLY MORE COMPLEX. \\n\\nANOTHER issue is an account hack last May.\\n\\tSomeone hacked my Amazon account, including my XXXX XXXX  handled contesting the fraud, and I contacted Chase to cancel and replace the card. This was not a problem, until XXXX  goofed and the charges showed up in my statement.\\n\\tI contacted XXXX  and advised them of this, and they started the process of correcting the error.\\n\\nThings immediately started going wrong when I contacted Chase about the same thing. \\n\\tAs far as I can tell, the agent was again not listening, couldnt follow the explanation, and CANCELLED THE REPLACEMENT CARD without asking - hanging up on me as I plead with him not to do so. Supervisors responded to complaints with a FALSE NARRATIVE, seemingly based on the agents incomprehension of the conversation. A subsequent supervisor lectured me with that false narrative, as if I were the one who had no clue.\\n\\n\\n\\nChase XXXX XXXX customer service seems to be afflicted with what Ive come to call XXXX XXXX XXXX XXXXe, staffed with improperly trained and unqualified agents who compound and exasperate problems instead of helping.\\n\\tLazy-listening practices, over-reliance on scripts they may not understand, thoughtless and insincere non-apologies such as Im sorry you feel that way, and making customers have to repeat themselves and start over and over, getting themselves into a bunch when they cant listen or understand or cooperate.\\n\\tDemanding a higher level of respect than they can show for the customer.\\n\\nThis is all compounded by departments being fire-walled from each other, no coordination.\\n\\tNo accountability or responsibility for actions.\\n\\n\\nIF CHASE BANK IS UNABLE TO FUNCTIONALLY OR COMPETENTLY CONTEST CHARGES IN A REASONABLE TIMEFRAME, IT MAY BE SIMPLER, MORE PRACTICAL, MORE EFFICIENT, AND MORE ECONOMICAL TO SIMPLY REIMBURSE ME THE $XXXX  BALANCE, CANCEL THE DISPUTES, AND ALLOW ALL PARTIES TO MOVE ON.\\n\\tWhich would open the door for XXXX to unblock my account and help allow me to make a living.\\n\\nAND IF CHASE AGENTS AND SUPERVISORS ARE UNABLE OR UNWIL;LING TO COMPETENTLY PROVIDE THE SERVICES FOR WHICH THEY ARE PAID, WHILE GOBBLING-UP TIME CUSTOMERS COULD OTHERWISE USE MAKING A LIVING, PERHAPS CHASE BANK SOULD CONSIDER DOCKING THE NONFUNCTIONAL AGENTS PAY AND REDIRECTING TO CUSTOMERS AS COMPENSATION FOR THE MANY HOURS THAT COULD OTHERWISE HAVE BEEN SPENT EARNING INCOME.\\n\\n\\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\\n\\n\\nSincerely, \\n\\n\\n\\nto:\\tCHASE EXECUTIVE OFFICE\\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXMy ongoing desperate effort to get some semblance of competent and/or functional support out of Chase-XXXX  remains unresolved. \\n\\tAgents and supervisors are unable to or refuse to practice active listening, cannot comprehend or cooperate, and therefore literally do not know what they are doing.\\n\\tDisputes Dept passes the buck and transfers to Fraud, and Fraud passes the buck and transfers to Disputes. When I call Fraud directly, they tell me I am talking to Disputes, and try to transfer me. When I tell them I called Fraud, not disputes, they argue, sometimes relent and magically become Fraud.\\n\\tI keep getting told I need to speak to the right person and transferred to another agent who tells me I need to speak with the right person. Each iteration of the runaround can take up to half an hour as agents make me start over and over and over and over and over again from scratch explaining things they dont even try to understand before throwing me back down their rabbit-hole to start over with a different agent.\\n\\tRunning me in circles over things they dont seem to want to understand. While I understand it is difficult for simple people to handle a complex problem, it is the simple people who have made it so complex, by compounding the problems in contesting wrong charges based their own wrong inferences.\\n\\tAgents claim they are taking notes for the cases, but with dishonesty coming so thick, I have no way of knowing whether theyre lying about taking the notes, or subsequent agents are lying about there being no such notes.\\n\\tIt seems the only notes you have are about the yelling and eventual cussing your agents strive to provoke, instead of what they are doing to bring it on.\\n\\tEither way, it gets very frustrating when I have to keep re-explaining things, and agents are active incomprehending the explanations and re-explanations and running me around while ignoring questions and refusing to give straight answers, all while pretending to have professional calls in response to the aggravation they strive to provoke.\\n\\nIncompetent agents and broken disputes process are extremely time-consuming, aggravating, and vastly more costly in terms of lost income from tied-up time, potential lost income from accounts blocked until Chase gets its act together, than amounts being (incorrectly) disputed.\\n\\nTo compound things, the Disputes, Fraud, and Escalations departments, according to what supervisors claim, are firewalled from each other with absolutely no sign of coordination, and EVERYTHING is opaque to me as a customer. I only know what Chase tells me, which are largely lies, misstatements and lip service. I can try to piece together what XXXX XXXX might be going on behind the scenes, but thats guesswork.\\n\\tPast experience tells me to be deeply skeptical of anything Chase says, as any such information has at best a tenuous relationship with fact or reality.\\n\\nI am unable to distinguish alleged Supervisors from Level-1 agents, there is no discernable difference in competence or cooperation. The general impression is that there are, in fact, no supervisors.\\n\\tAnd since it has become increasingly clear they are unable and/or unwilling to provide functional help, I have been trying to find a means of communicating with someone over their useless heads. \\n\\tIn complete absence of management or internal coordination, I finally managed to get an alleged Supervisor to provide a contact for a top-down approach since proper bottom-up channels are broken. I sent that letter off on XXXX PLEASE READ ACCOMPANYING LETTER.\\n\\tNote that I do not know if you have or will receive that letter, as the address I was provided differs a bit from the one I was provided today while confirming. \\n\\nA couple of days later, I received my Chase-XXXX XXXX statement, confirming Chase was also contesting the wrong charges with XXXX. When I called about Chases mistakes on my statement, I could not get anywhere, and one Supervisor offered a call-back from a Manager, which was confirmed in a subsequent call with a different supervisor, but the call-back never came.\\n\\tWhen I inquired about it, they told me that the Manager called several days ago, but also said there was no call or even notes for the call back, and also that I could be put through to a manager (once a 20-minute hold and disconnect, another time, a Manager who was NOT a Manager). And then told that Chase Managers do not do call-backs, and there were no Managers.\\n\\nWhich goes to another problem, of Chase changing its stories and lip-service every time I talk with them. It is difficult to tell the lies from the lip service from agents just making stuff up or telling me what they think I want to hear.\\n\\nMy most recent call confirmed I was not going to be able to speak with anyone in charge about the ongoing failures, requiring this second letter.\\n\\tIt also took three calls, and 3-4 hours with multiple agents, to get any useful cooperation on determining the CORRECT payoff balance of my latest statement. Still a struggle to get supervisors to listen, understand, cooperate, or give useful answers. The first 4-5 figures were clearly wrong and revealed that Chase may still be getting things wrong on contested, reversed and fraudulent charges, repaying the vendor on wrongly-contested charges, or managing the account.\\n\\tChase makes it very difficult to pay the correct balance, when they have no idea what the correct balance is.\\n\\tAfter multiple rounds of explaining and trying to get the supervisor to focus, Chase came up with a payoff that was XXXX below my best guess on payoff, but it shouldnt take hours and multiple calls to get Chase to decypher its own thoroughly-confused statements.\\n\\nAS THINGS CURRENTLY STAND, Chase-XXXX  Visa does not offer functional support, and has no means of addressing it.\\n\\tEvery contact, chat etc with Chase Bank and ChaseXXXX XXXX  directs me back to the counterproductive customer service phone numbers.\\n\\nThe cost to me, in wasted time and lost income and potential further lost income due to blocked account(s), while trying to herd your customer-support XXXX, is going into the thousands, with no end in sight as supervisors talk about the two week process growing to a couple of months, then potentially to 4-6 months (the story keeps changing, after-the-fact), is prohibitive.\\n\\nLip-service about respecting and caring for customers, valuing feedback, and improving service is belied by performance, it becomes increasingly unclear whether agents and Supervisors even understand respect or professionalism. The whole thing reeks of whats come to be known as XXXX  complete with insincere Im-Sorry-You-Feel-That-Way non-apologies.\\n\\nThe utter and absolute lack of responsibility and accountability adds insult to injury.\\n\\n\\nI have tried to make it clear that if Chase-XXXX XXXX  continues to dispute legitimate charges, dispute charges on wrong premise, and cannot coordinate with vendor or its bank, it might be easier and less costly to all parties, particularly bank and customer, to cancel the disputes Chase cannot manage, and reimburse the customer from Chase funds instead.\\n\\nI have also tried to make it clear that ChaseXXXX XXXX owes me roughly (as of this time) 40 hours of my life, trying to get them to do their job correctly, with no sign of resolution. This calls for compensation from Chase Bank.\\n\\tDocking the pay of agents and so-called Supervisors who are unable and unwilling to do the jobs they are paid for, and redirecting the funds to the customers whose livelihoods they are disrupting seems the fairest option.\\n\\nAnd I have tried to make it clear that if Chase-XXXX XXXX cannot give a correct payoff balance for a statement, that payment will be delayed until they can give a straight answer, and Chase will have to eat any late charges, interest, of fees they incur in jerking me around.\\n\\n\\nPLEASE coordinate between departments and with involved parties, get your acts together, show some of the professionalism the agents invoke, and do what is needed to expedite things.\\n\\nIssues over course of last 10 or so weeks:\\n\\t XXXX  charges, XXXX XXXX Contest charges (ad listings did not show sample XXXX  due to what XXXX  called a bug, rendering ads useless. Neither XXXX  or Chase can get stories straight on which charges are contested, which not, grounds for contesting, or status. XXXX  claims to have already refunded charges Chase is contesting, neither party will clarify or coordinate, and Chase is now suggesting that what started as a 2 week to 1 month process may drag out 4-6 months.\\n\\t XXXX  charge, XXXX XXXX. I had repeatedly and explicitly instructed Chase NOT to contest this charge, so naturally they contested it against my instructions.\\n\\t Fraudulent XXXX  XXXX  transactions, XXXX XXXX XXXX. Someone hacked my XXXX  XXXX  account and Chase-XXXX  XXXX XXXX  helped with blocking the transactions, Chase replaced the card. \\n\\tBut the fraudulent charges appeared on my statement anyway, and when I called Chase about it, the agent proceeded to  cancel the replacement XXXX  without asking or authorization, while I repeatedly told him NOT to cancel and replace card, and hung up on me. I later found that he had contested legitimate charges instead of fraudulent ones. THIS AMOUNTS TO TAMPERING.\\n\\t ChaseXXXX XXXX statement reflecting all these XXXX  Mistaken entries cancelling out valid entries makes the statement needlessly complicated and difficult to decypher, adding more hours to runaround as I try to calculate correct balance, and supervisors cannot.\\n\\t Countless hours runaround. Trying in desperation to find agents or Supervisors who might be able to actively listen, comprehend, cooperate: The struggle to get competent, functional support, despite Chase-XXXX XXXX efforts. YOUR SO-CALLED CUSTOMER SERVICE IS AN ORDEAL, I LITERALLY DREAD HAVING TO CALL THEM, BUT HAVE NO OPTION OR MEANS OF FINDING SUPPORT THAT IS UP-TO-THE-TASK.\\n\\n\\nHELP!!!\\n\\n\\nSincerely,'","date_sent_to_company":"2025-07-30T21:01:14.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"90057","tags":"Older American","has_narrative":true,"complaint_id":"14971990","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-07-30T20:11:30.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["All other efforts to deal with customer service <em>problems</em> simply redirect me back to the people who are the <em>problem</em>.\\n\\nFor the last two months or so, Ibe been <em>having</em> some profound difficulties with OUT-OF-CONTROL  broken and dysfunctional customer service, across-the-board. \\n\\tAgents and supervisors are not listening or comprehending or cooperating, stories are constantly changing, everyones transferring and passing bucks, running me around and <em>throwing</em> me back down the proverbial rabbit-hole."],"issue":["Other features, terms, or <em>problems</em>"],"sub_issue":["<em>Problem</em> with customer service"]},"sort":[5.936837,"14971990"]},{"_index":"complaint-public-v1","_id":"3357398","_score":5.8219047,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern, After marrying United States XXXX XXXX   XXXX XXXX in XX/XX/XXXX, my husband and I naturally choose to open a joint checking account in XX/XX/XXXX with his already existing USAA account. We made the call together and answered all of the questions that were probed. My husband is the primary account contributor and account holder as I have a different bank. All was well until I received a call from USAA on XX/XX/XXXX during my lunch break at work. I thought this call was in regards to a flood claim that was denied, but the representative stated I had some missing information from my membership profile. I thought the call was very odd as they were requesting some personal financial information ( estimated net worth, annual income, etc. ) that was required by the Patriot Act that I answer. I was worried it was a scam so I decided it would be best to call them myself the next day. I first looked specifically at the Patriot Act ( 2001 ),  Bank Secrecy Act ( BSA ), and Gramm-Leach- Bliley Act ( GLBA 1999 ). I learned two were designed after XX/XX/XXXX to help detect terrorism, money laundering, and illegal activities and the other to protect financial privacy. Turns out all that is required under Section 326 : Verification of Identification of the Patriot Act is : Name, Date of Birth, Social Security Number, ( to confirm they are a US citizen ), Address, and comparison with government lists of known/suspected XXXX activity ( usually referred to as banking systems ). This is in addition to record keeping as a requirement of the Treasury. All of which are used to verify the identity of the personwhich is understandable and I agree necessary. Yet, nowhere does any federal regulation however require financial information, despite USAAs claims. All of the following summaries below were direct recorded conversations, and I am willing to share them if needed. I am hoping to get confirmation that this information is required by federal law, and if it is not, I would like to take legal action against USAA as I believe it is a violation of my financial protection rights. What follows is quite extensive, but felt it imperative I be comprehensive. \nOn XX/XX/XXXX I called USAA myself to confirm their claim. The agent demanded the information was required by federal law by the Patriot Act and Bank Secrecy Act and that I was required to answer the personal finance questions. I was informed if I did not answer the questions the account would be closed or our assets frozen. I was confused why the needed information was not gathered when we opened the account and was uncomfortable about the questions as it didnt seem it was a federal regulation, so I requested to speak to a manager. The following conversation was with XXXX, of the executive resolutions team, as the senior advisor at USAA : I enquired, did I sign your privacy notice? After we determined it is never actually signed, in regards to my privacy, she checked and confirmed my privacy preference is share. I asked, What changed where you are now required to get my information since you didnt get it before as it is required by federal law? Or is it not required and this is just something that USAA is doing? She replied, No this is something that is required for secondary account holders by the federal law. So I inquired, When we opened the account you claim we used the primarys ( my husbands ) information and that has been sufficient for the last year. This isnt my primary account I have a different bank. So why all of the sudden now are you threatening to inactivate our account if I dont give you this information? If it wasnt required before what makes it required now? The only answer Ive gotten is that it is federal law ; so either you werent compliant with federal law and are now being required to get the information, or it is for your own interest. I would like to know what those interests are, what you are going to do with this information, if you are going to be sharing any of this information, or using it for rates or other data then I am required to view the privacy notice for you to do that. So I am confused. As I was not the primary account holder, I was told I was not allowed to get access to the information we provided when the account was opened. I would have to wait for my husband to be present. \nIn the meantime, I reached out to my personal bank on XX/XX/XXXX. They advised me NOT to share this information as it is not a federal law and could be shared. I decided to take another step further and speak to XXXX XXXX on XX/XX/XXXX, another Federal Bank to see if this information was indeed required by all other banks as USAA claimed. I spoke to manager XXXX and the conversation went as follows : I wondered what questions she would be asking us or what information would they need to open a joint account and she stated, IDs, maiden name, SSN, DOB. While they may have different policies, as for it being a law, all banks would be following it, as far as I know it is not considered a law. Even if there are financial questions that we may ask you for loans, credit card, or investment accounts, they are up to you if you want to answer. This confirmed my research that it was not a federal requirement. \nLater the same day of XX/XX/XXXX, when my husband was home, we spent two hours on the phone to try and get some answers. First, was with USAA agent XXXX. In summary we challenged why this information wasnt provided when the account was opened, this was due to periodic reviews of accounts, the accounts who have not answered these questions are being notified they do need to answer the questions. We had wanted to view the paperwork when the account was opened, but she did not have the information because, we do not have that information to see. It is at the back office where they opened the account. We insisted to be transferred to them stating she would be right back with us. We waited on hold for over 45 minutes, with no answer and never spoke to her again. \nOn our next attempt we decided to call as if we were opening an account to see how that department would answer our questions. After talking to USAA representative XXXX, we were told I should be able to access any information even though I am not the primary contrary to what I have been told prior. XXXX stated we have to ask financial information as all banks do. After waiting on hold for another 10 minutes for him to review the notes, and the nature of our call he stated again, I do not have access to see the information or the answers that were provided when you opened the account. I work in XXXX and XXXX in XXXX XXXX XXXX. He did confirm that he was asking those same questions when accounts were being opened now : annual income, estimate net worth, occupation, etc.. He stated there are other regulations that require income information under customer due diligence under regulation D and various banking regulations. He was not able to send me information about due diligence so we were conferenced in to Senior with Executive resolutions XXXX ( CEO member relations? ) : XXXX tried to assist us in trying to figure out what information we provided when opening the account. She stated, let me explain to you whats going on. You would not have gotten this information when you opened your account. There was an enhancement to the Patriot Act last year [ XXXX ]. So, this year, all the banks have to comply with the enhancement of the Patriot Act. So those questions like your employment, your income, things like that. So those are a federal regulation now that banks are required to collect this information as part of the customer due diligence information to better get to know your customers ( KYC ) due to all of the terrorism, and things like that going on. We stated we thought we answered our annual income and other questions when we opened the account. She stated each person on the account needed to provide separate information even though we were married. XXXX directed me to the FDIC.gov website to search Customer Due Diligence ( CDD ) which I did. I told XXXX that my personal bank advised I do not give this information as they were not required to and she stated, well they will be. This is a federal regulation that went into effect. XXXX confirmed we started asking these questions this year, but the law went into effect last year so the banks now have to go in and get this information from account holders. I told her all that I could find in regards to the laws were name, date of birth, SSN, and she articulated, It will state other information on that website regarding the customer due diligence where you can ask certain information. On the website I saw nothing even closely related to financial information being required on the CDD update. We repeated to request to see what information was given upon opening of our joint checking account before we add to anything, in hopes to make any information accurate and true. XXXX then stopped answering our questions, and transferred us again to the back office that never answered the phone while hanging up. We waited on hold for 15 minutes to no avail. \nThe final call, was still on XX/XX/XXXX, was the checking department where we spoke to representative XXXX. Irritated she also couldnt access the information we provided when we opened our account so we could verify what information we already provided. I educated her this information was required by the Patriot Act to be kept and maintained for 5 years. We were then compelled to be transferred to specialist XXXX for the next hour about the KYC and CCD questions. We exasperated explaining we were trying first to confirm what information they already had before adding more to it, then trying to better understand their requirement as it was not a federal law to provide financial information under the BSA, Patriot Act, or Due Diligence update. The conversation with XXXX on XX/XX/XXXX went as follows as is quite lengthy : I dictated Are you filing a SAR? I am not comfortable sharing the information as it increases my risk of identity theft, a data breach, you can share the information with credit bureaus, internal marketing, external marketing, joint marketing, and affiliates. I have not been told how this information will be protected, or how it is shared, or how you secure the information. I have been told I can not opt out, and it is a violation of the Gramm Leach Bliley Act of 1999 [ nor had I seen a privacy notice for XXXX ]. Until those questions are answered for me this is not allowed. She rudely exclaimed, So I will first say the majority of what you say is incorrect. It is absolutely required under the BSA and under the Patriot Act. Any large bank by FDIC regulation is required to abide by these laws. I agreed these are federal laws, but that financial questions are not apart of those laws. She stated, Yes they are Maam. I quoted section 326 of the Patriot Act, and she ignored it. She was able to confirm in the notations that they had my employment information, physical address, your social security number, date of birth, citizenship, and your full name. That is what we have on file. I stated that my annual income is not a requirement of a federal law as they are already able to verify my identity by the Patriot Act. She stated, yes, it is a requirement and I will agree to disagree. I requested to speak to legal to learn how they will protect and share and secure the information and opt me out of sharing. Id like them to show me the privacy notice from this year or you are not getting the information. I would like to speak to legal to hear on the record what they will do with the information to protect and secure it and opt me out of sharing or I am not going to answer. She replied, okay then your account will be closed. Our legal department does not reach out to customers regarding this matter because it is a standard matter and you absolutely are required. I stated, no other banks Ive spoken with are requiring this information and that is not true. She stated, that is it true and I dont need to speak to your banks as that would be a waste of my time. This conversation is not productive and you have received the same information from five different people. After threatening to end the call, she exclaimed, you have your opinion and it is not factual. I apologize if you disagree but that is not going to change the federal regulations. \nInstead of her ending the call, I stated there was something else she could help with in regards to why if this requirement came out in XX/XX/XXXX, why we werent asked upon opening the account in XX/XX/XXXX. She held there was an internal audit around the time we opened our account and found there was information that they did not have on file as I have already told you. It did not go out in mass issue to members as it would have overwhelmed their system and call volumes. It has just taken this long to get to my name. They have to go through all of their records from the XXXX, XXXX, and XXXX and so yes we have had to do that in groups. We had her confirm once my husband was on the phone that he had already answered the questions they have everything that they need on file for him but was not able to determine when or how he answered the questions. \nMy husband calmly stipulated are the questions different for my personal account because I thought when we opened our joint account, we did it at our combined income levels not separate. She simply said yes, so we reiterated, if they have the combined income of mine and hers together as one number, we needed access to it so we could separate it properly, instead of adding more to it which would change our risk factor. She detailed we can not have a joint answer for two people. However, she was not able to confirm what our annual income was for the account. I do not see it in front of me it is in the back-office records. I was troubled saying, if I gave you my annual income now, it could be potentially adding it to the joint income they may already have which wouldnt be accurate for the federal government She informed us, Their records department is a non-member contact, which is why you never got a response from them as they do not accept phone calls, they are a back office department. We tried to explain we had already been transferred to them twice today and she declared she didnt know how and she couldnt speak to what has happened on previous calls. We stated again we needed to either give us the information that is on our records right now, or we have to update them both together. XXXX described, what I update will just go through the system to records and add to it. There is no way to remove it even if he were to call and change it. No so these are general questions. All these are for it to be sure we can do mitigate risk and be sure that we can do risk monitoring for our members activity. Thats all it is for. So, we corroborated if we gave you the wrong information and were put into a different risk bracket that was going to be a problem. XXXX held, So no, you are misunderstanding what I am saying sir. We do not put you into brackets based on risk factors or anything like that. All it is, is to know if a member makes XXXX-XXXX and a wire comes in for a XXXX dollars that looks strange. That is all it is for. Just so we can have a gauge. Kind of a point a perception to go off of, a point of reference that is literally all it is. We stated in order to do that accurately, we would need to update our information together to separate it. She alleged, we do not have a way to update it, and my husband verbalized, then that is a problem for you not for me. She threatened, not necessarily because if you refuse to provide this information your account will be closed. I can not change an existing number ; I can input new data into the records system that is a form on your profile that is personally attached to you. It then gets sent to our back office for them to file. I can not change his because there is no place to input it. \nAs we expressed concern our direct deposits would be leaked into the account the following week she voiced, I could not find exactly a turn around time for when we needed to move our money out before the account closes. What I would have to do would be to put in a work order to the back office stating that you are refusing to answer the questions. Then at that time they review the account for closure. They would send out an official check with the remaining funds. The team that handles this, [ the MOET team ], it is not records. All direct deposits would be rejected go back to the sender, or if it is within a day or two it could force reopen it if it had not closed completely but usually goes back to the sender. Due to the inconvenience, my husband verified there was no way we could opt out of this, and she expressed, no sir it is a federal regulation. I struggled to get her to conference us into the MOET team who was handling this situation as seniors in the bank, however after being on hold for 20 minutes, she was not able to contact them. XXXX exclaimed she could no longer spent any more time with us to be available for other customers. She confirmed they were very backed up due to all of this going on and it is not a large department. I was frustrated that we would not be able to contact them ourselves and therefore our account would be closed. She confirmed there is no way to contact them by email, by direct number, or any other format by her understanding. This is because they do not use email for secured information. \nConsequently, on Saturday XX/XX/XXXX I realized the need to escalate the complaint so I could have someone call us back since the MOET team was not easily available before the account would be closed. A representative, XXXX, with the Executive Resolutions team, helped me to file a complaint and I was told I would be getting a call back from the CEOs office. She once more confirmed the information is used for banking regulations under the Patriot Act and passed in XXXX after XX/XX/XXXX. When it comes to the Patriot Act it advises us as a financial institution just making sure we are doing our customer due diligence we have to know who our customers are. That is ensuring that we know the individual that is with us here at USAA and what they are using the front for. If someone is using the account as money laundering or transferring money to foreign countries. So that we are not letting people move money around that shouldnt be moving money around. If we do not know our customers enough, you can be asked again and re-verify the information periodically to verify it is still accurate and on file. I reaffirmed in regards to due diligence we didnt have any foreign accounts, and my personal account was not at this bank, and my husband is the primary account holder for the joint checking account which they have his information. I confirmed no other federal banks are requiring these questions. I quoted the GLBA and that our last privacy notice was in XXXX and that was a concern and we are not being given the option to opt out. I tried to express my concerns of using the federal government phrase when it is not a federal requirement, and that it was a serious compliant. She agreed that I should speak to the MOET team. I articulated again they do not answer the phone and she agreed it is a busy department and that you have to wait as they are working overtime. Therefore, I was concerned it wouldnt be resolved in a timely fashion. In my attempt to reach the quality department no one answered again. I was confirmed the CEOs office would contact me within one business day after confirming my phone number on Saturday. \nTwo businesses days later on Tuesday XX/XX/XXXX, I conversed with XXXX from the CEOs office. I gave her a summary of my complaints that our documentation when the account was opened can not be verified, changed, or updated, thus denying us to potentially separate our incomes into two separate numbers. I explained the MOET team could not be reached. I also expressed concern about their requirement to answer the income questions as they are not a federal law for income information as I do not have a loan with them and am not a primary account holder. I told her I didnt appreciate being treated like trash, and be threatened to close my account stating it is a federal law when it is not. Intimidating people to answer questions when the federal government does not require income information and canceling accounts is a huge problem. XXXX stated she was trying to figure out when the account would be closed, but is still waiting from a response from the MOET team. She claimed, It is our current policy and our hands are being tied due to federal guidelines that are forcing us to change and ask these specific questions. I also know that if these questions are not being answered the account will more than likely be closed. They can inactivate the account and in other instances it will be closed. In order to get us into compliance we are being instructed we have to ask this. I requested, to see something official in a document file. I requested to see the policy by email or by mail. I stated that I would like to see that where it specifically asks for income information. She stated, she does not see them written down specifically to ask income questions. I inquired, then how do you know that as a fact? She admitted, I am still waiting for answers. As far as closing accounts we are covered by our depository agreement to do that. That has nothing to do with KYC and that they are closing accounts and inactivating them if the KYC isnt answered. She summarized my concerns and stated she would get back to me with hopefully answering all of my questions. \nOn Thursday XX/XX/XXXX I got another call from a different USAA representative trying to get me to answer the questions again. They stated they will call again in five business days, and then proceed to close the account if I do not answer the questions. She was unaware of the investigation in XXXX office. Later in the evening on XX/XX/XXXX, I spoke to XXXX for the second time. She stated they still will not tell me what the answers were upon opening our joint checking account. They will not update his information unless there was a new product that was applied for and that they will remain there unless a new product is applied for. I postulated, why can they not answer what they are? Do they not have the questions or the answers when the account was opened? Why cant they tell you? It concerns me they do not have them, which is a federal regulation of the Patriot Act they keep them on file. You said the information is under his [ husbands ] primary account. It is unacceptable they cant prove or say what our income is, but that they have it on file, how do they know what they have? It is my legal right to know what I answered, and you are telling me no that I cant have the information. She confirmed that my husband was asked CDD questions this XX/XX/XXXX through the USAA app detour. However, she does not have access to the questions and has been having computer problems all day and her co-worker never supplied them as requested. In regards to what document stated they need to ask income information, she specified it was under the CDD guidelines from the XX/XX/XXXX amendment in the four specific guidelines. She stated she could not distribute the internal document that requires it but did pass legal review and compliance. That is what they are using to fulfill the requirements of the four CDD guidelines. The privacy notice she stated was listed on the USAA website and was revised in XXXX and it has not changed since then, but it is delivered annually and it does state they collect income information. My guess is that is still the current privacy promise and it has not been updated since then but I will verify that. If the privacy promise hasnt changed the revision date it would be the last time that it was revised and therefore is the same. I questioned why the year wouldnt be changed for the new year ( XXXX ), and she stated it didnt need to. I was concerned by this because they are now collecting new income information but it didnt require any changes. \nXXXX verified that we did not answer the questions when the account was opened. I questioned this fact as she does not have access to those and has no idea what was actually requested or answered. This was because she was still trying to get that information from the MOET time. She admitted she does not know. I repeated until we know for sure, I do not want to add to a joint income balance, we can not proceed. If they are refusing to give it to her then thats a problem. In regards to the CDD questions, we determined they make up their own policy which I am not allowed to see stating that it requires income information. I recapped it applies to a USAA policy and is NOT A FEDERAL REQUIREMENT OR LAW. \nXXXX reasoned, when a regulator comes to look at us and asks how are you complying with the CDD guidelines that were outlined, we present them with the CDD questionnaire, period. That is how it relates to the CDD guidelines. It is our internal process and policy due to the government requirement. I argued, the government does not require everyone to answer income information. That is not true. Your institution is requiring that by yourselves. It is not a federal guideline to obtain income information for a joint checking account. Or for any account. Your bank is determining that and doing it all by themselves. Which, granted, you are compliant because you are getting name, DOB, and SSN which is all that is required. You are just going above and beyond thatwhich is fine if you want to. However, stating it is a FEDREAL LAW for me to give it to you is not the case. It is not a federal law for me to provide you my income information. There are laws that protect my financial privacy and I do not have to give it to you, which is why you can close my account and I can go somewhere else. If it was a federal requirement, I would be required at every other bank, which I am not. I spoke to six of the top bank executives in this country that are bigger than you and it is not a federal regulation. So, by you threating people and telling them that it isis a problem because it is not. Even when they called today, they said the same thing. USAA is requiring it, but it is not a federal law. She alleged, so that we comply. I repeated, it is required that you comply by confirming my identity with name, DOB, SSN, and address, running it through your banking system, and with my occupation. That is more than enough to verify someones identity which is all that the CDD requires. Your bank is going outside of that and getting income information. This is fine like I said, but it is not a federal requirement for me to specifically give you my income ; it is not. She finally admits, no it is a requirement of USAA in order for us to meet the guidelines. I again, it is not a federal requirement, it is USAAs requirement. I told her I had a screen shot on my phone it was a federal regulation, it is not. Do you understand? It is a problem. It is your regulation and thats it. It is just yours. She says, so we are in compliance with the federal regulation and the CDD requirements. I strained to clarify, we have been in compliance with you since we opened our account. Stating that if we dont answer the questions, we are not is a lie. And threatening to close my account with you is also a problem because you are stating it is a federal regulation when it is your regulation. Those are two very different things. You are still in compliance even if you were to take the income information out. She says, well not when our policy states that we have to obtain that information, we are not in compliance. I enlightened, even the OCC that regulates you doesnt require that. I could understand that you could close our account because we didnt meet your policy guidelines, thats fine. But telling me specifically it is because it is a federal requirement is not the case. It is not complaint with your policy and your policy alone. \nWe tried to go over it again. I replicated, It isnt because I am not being federally compliant with the law like you are claiming, it is that it is compliant with USAA policy, not the federal government. By you telling me it is a violation of the Patriot Act is not the case. By you telling me it is a violation of the BSA is not the case. By you telling me it is a violation of the XX/XX/XXXX CDD is not the case. Because those are federal laws. There is nothing in any of those laws that specifically require income. It does not exist. That is USAAs policy not the federal government. So by all of these conversations I have on recordings of you telling me that, all the screenshots, and documents, is a big problem. When asking about reaching out to legal she assures me, So legal has already went over our questions I was flustered, okay, are they aware that youre telling people it is a federal regulation for me to answer my income questions? If they were, they would be fixing it immediately as it is a USAA policy. I dont understand why you cant just say it is a USAA policy? Why are you throwing words around and trying to include the federal government when it is none of their business to ask me those questions. Are they aware you are asking them? Because the OCC was concerned [ I spoke to them on XX/XX/XXXX ]. Are they aware of that? That you are telling customers it is a federal requirement by the Patriot Act? No other big banks ask those questions, just you, because it is your own policy. She stated, I am understanding. \nFor additional confirmation, I called XXXX XXXX XXXX on XX/XX/XXXX as they are the second largest bank in the United States with assets worth {$2200.00} XXXX dollars in XXXX so figured it would be a worthy source. I spoke to XXXX, she stated to open a joint checking account they would need, license, 2 forms of id ( government and personal ), type of account, SSN, address. I have worked for the bank for 38 years and we have never requested income information. We do not ask net worth or income as it is not a government regulation. I can assure you if it was XXXX XXXX XXXX would be doing it. This was encouraging that asking personal financial information was indeed NOT a federal regulation. This was further established with two other local banks in my area to provide some additional ease. \nOn XX/XX/XXXX I spoke to XXXX of MI, OCC, and confirmed with CFPB, and MI Attorney General there is no requirement for financial information and each suggested I file complaints. I followed up with XXXX on XX/XX/XXXX and XXXX. She confirmed we have private settings, our account won't be closed until XXXX, but was unable to find any information from when the account was opened. She stated there were no issues with their privacy notice or way they are doing things and was approved by legal and compliance. I request help. I feel what USAA is doing is a violation of Section 326 of the Patriot Act, Record Keeping, and the GLBA. I am not comfortable with how they have conducted this process, and feel as though they are intimidating people to sacrifice their private financial information by manufacturing it is a federal law. To my knowledge we do not meet any of the BSA requirements that would make us candidates for filing a SAR. In recent legal cases vs.USAA in XX/XX/XXXX I want to make sure this is allowed and is not similar violation","date_sent_to_company":"2019-08-28T04:55:29.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"48125","tags":"Servicemember","has_narrative":true,"complaint_id":"3357398","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-08-28T04:31:00.000Z","state":"MI","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I told her I had a screen shot on my <em>phone</em> it was a federal regulation, it is not. Do you understand? It is a <em>problem</em>. It is your regulation and thats it. It is just yours. She says, so we are in compliance with the federal regulation and the CDD requirements. I strained to clarify, we <em>have</em> been in compliance with you since we opened our account. Stating that if we dont answer the questions, we are not is a lie."]},"sort":[5.8219047,"3357398"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":29,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":29}]}},"product":{"doc_count":29,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":12,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":7},{"key":"FHA mortgage","doc_count":3},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"VA mortgage","doc_count":1}]}},{"key":"Checking or savings account","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":4},{"key":"Other banking product or service","doc_count":1}]}},{"key":"Credit card","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":2},{"key":"Store credit card","doc_count":1}]}},{"key":"Debt collection","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card debt","doc_count":1},{"key":"Other debt","doc_count":1},{"key":"Telecommunications debt","doc_count":1}]}},{"key":"Consumer Loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Vehicle loan","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":1}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":1}]}},{"key":"Student loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":1}]}}]}},"issue":{"doc_count":29,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble during payment process","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing an account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":2},{"key":"Fee problem","doc_count":1}]}},{"key":"Closing an account","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":2}]}},{"key":"Other features, terms, or problems","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with customer service","doc_count":2}]}},{"key":"Closing on a mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing/Cancelling account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Communication tactics","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Frequent or repeated calls","doc_count":1}]}},{"key":"Dealing with your lender or servicer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Received bad information about your loan","doc_count":1}]}},{"key":"False statements or representation","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Attempted to collect wrong amount","doc_count":1}]}},{"key":"Fees or interest","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with fees","doc_count":1}]}},{"key":"Improper use of your report","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Reporting company used your report improperly","doc_count":1}]}},{"key":"Incorrect information on your report","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account information incorrect","doc_count":1}]}},{"key":"Loan servicing, payments, escrow account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card was charged for something you did not purchase with the card","doc_count":1}]}},{"key":"Struggling to pay your loan","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lender trying to repossess or disable the vehicle","doc_count":1}]}},{"key":"Taking out the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Threatened to contact someone or share information improperly","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Contacted you after you asked them to stop","doc_count":1}]}}]}},"timely":{"doc_count":29,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":29}]}},"company_response":{"doc_count":29,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":24},{"key":"Closed with monetary relief","doc_count":5}]}},"submitted_via":{"doc_count":29,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":29}]}},"company":{"doc_count":29,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AMERICAN EXPRESS COMPANY","doc_count":2},{"key":"Rocket Mortgage, LLC","doc_count":2},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":2},{"key":"Allied Collection Services, Inc. (Nevada)","doc_count":1},{"key":"Americas Car-Mart, Inc.","doc_count":1},{"key":"Atlantic Union Bankshares, Inc.","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"BANK OF THE WEST","doc_count":1},{"key":"Bread Financial Holdings, Inc.","doc_count":1},{"key":"CL Holdings LLC","doc_count":1},{"key":"CREDIT ACCEPTANCE CORPORATION","doc_count":1},{"key":"Caliber Home Loans, Inc.","doc_count":1},{"key":"DISCOVER BANK","doc_count":1},{"key":"Ditech Financial LLC","doc_count":1},{"key":"Experian Information Solutions Inc.","doc_count":1},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":1},{"key":"Financial Freedom Mortgage, LLC","doc_count":1},{"key":"JPMORGAN CHASE & CO.","doc_count":1},{"key":"LAND HOME FINANCIAL SERVICES","doc_count":1},{"key":"LoanCare, LLC","doc_count":1},{"key":"MIDFIRST BANK","doc_count":1},{"key":"Navient Solutions, LLC.","doc_count":1},{"key":"PNC Bank N.A.","doc_count":1},{"key":"Seterus, Inc.","doc_count":1},{"key":"TCF NATIONAL BANK","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":29,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":4},{"key":"FL","doc_count":3},{"key":"PA","doc_count":3},{"key":"VA","doc_count":3},{"key":"IL","doc_count":2},{"key":"NY","doc_count":2},{"key":"TN","doc_count":2},{"key":"TX","doc_count":2},{"key":"CT","doc_count":1},{"key":"GA","doc_count":1},{"key":"MD","doc_count":1},{"key":"MI","doc_count":1},{"key":"NJ","doc_count":1},{"key":"NM","doc_count":1},{"key":"NV","doc_count":1},{"key":"OK","doc_count":1}]}},"company_public_response":{"doc_count":29,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":6},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":3},{"key":"Company chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":29,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":5},{"key":"Older American","doc_count":2},{"key":"Older American, Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{"2":[5.8219047,"3357398"]}}}