{"took":168,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":14,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7176666","_score":24.624468,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a follow-up to my original complaint filed on XX/XX/2023 as follows : COMPLAINT ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT Credit card or prepaid card ISSUE Other features, terms, or problems As I indicated in my feedback to this complaint, the answer provided by Truist was ludicrous and totally unacceptable. As a result, I used figures from their website for all my credit card statements since inception and the FACT is that they still owe me {$220.00} for rewards earned, but unpaid by them. This was NOT a system error, as indicated by my detailed breakdown of charges and rewards owed at 1 %. ( SEE ATTACHED DETAILED BREAKDOWN )","date_sent_to_company":"2023-06-27T19:32:13.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"32792","tags":"Older American","has_narrative":true,"complaint_id":"7176666","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-06-27T19:17:35.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["This is a follow-up to my original <em>complaint</em> filed on XX/XX/2023 as follows : <em>COMPLAINT</em> ID XXXX SUBMITTED ON XX/XX/2023 PRODUCT Credit card or prepaid card ISSUE Other features, terms, or <em>problems</em> As I <em>indicated</em> in my <em>feedback</em> to this <em>complaint</em>, the <em>answer</em> provided by Truist was ludicrous and totally unacceptable."]},"sort":[24.624468,"7176666"]},{"_index":"complaint-public-v1","_id":"8182709","_score":17.667225,"_source":{"product":"Student loan","complaint_what_happened":"I have 3 Student loans for XXXX on my student aid account listed as being serviced by XXXXXXXXACS from XXXX that still show me as \" In School '' and \" Grace period '' I submitted a complaint ( feedback case # XXXX ) on XX/XX/XXXX when I discovered the issue. XXXX XXXX XXXX XXXX XXXX XXXX XXXX since XXXX and do not even remember having ACS or XXXX as a servicer. I can not contact XXXXACS as they no longer exist. I have since discovered XXXX/ACS  mismanaged student loans and was fired/sued by Department of education. If these loans were valid they should have been included in my direct consolidation completed XX/XX/XXXX. They were never listed on my credit report and I was never contacted to make payments on them to my recollection. Furthermore I have 2 more loans from my XXXX XXXX  which were included on my consolidation loan ( XX/XX/XXXX ) however they are listed as 1/2 of each loan was cancelled. I believe the entire loan was cancelled as this was probably the point XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with XXXX and XXXX XXXX XXXX. I do not think those loans are correct. I do not think my consolidation was done correctly at all and my loans related to XXXX were mismanaged. I have contacted both general student aid hotline, chat, and student aid ombudsmen. They indicated this was being investigated by my current servicer ( XXXX XXXX ) and had no answers except it may take a long time ( so wait ) and they would do nothing as it is an XXXX XXXX problem. I contacted XXXX XXXX also. XXXX XXXX indicates they do not do anything related to consolidations and this is a student aid/Dept of education problem. XXXX XXXX further indicates they are not investigating this issue, all amounts on my account are as the dept of education has directed them. \n\nsee attached \" XXXX XXXX XXXX '' for loan numbers, servicers, amounts, dates, statuses, etc.","date_sent_to_company":"2024-01-19T19:47:47.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"729XX","tags":null,"has_narrative":true,"complaint_id":"8182709","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ACS Education Services","date_received":"2024-01-19T19:10:21.000Z","state":"AR","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["They <em>indicated</em> this was being investigated by my current servicer ( XXXX XXXX ) and had no <em>answers</em> except it may take a long time ( so wait ) and they would do nothing as it is an XXXX XXXX <em>problem</em>. I contacted XXXX XXXX also. XXXX XXXX <em>indicates</em> they do not do anything related to consolidations and this is a student aid/Dept of education <em>problem</em>. XXXX XXXX further <em>indicates</em> they are not investigating this issue, all amounts on my account are as the dept of education has directed them."]},"sort":[17.667225,"8182709"]},{"_index":"complaint-public-v1","_id":"9606003","_score":13.724501,"_source":{"product":"Mortgage","complaint_what_happened":"My inital complaint was the lack of communication between Fay Servicing and myself. You guys closed this complaint after they made a respond. But my problem was never completed resolved. So, they approved my paperwork for the Loss Mitigation but I did not receive any paperwork indicated such as I stated. I did not signed anything indicating I agree to the term of the Repayment. So, I'm asking for paperwork and break down of how and why? \n\nSo, I thought before choosing a repayment plan, they had to make sure I understood the requirement of the plan and whether you will be able to make the new payments. And don't signed anything until you're sure you are agreeing to do. This is coming from Consumer Financial Protection Bureau website. \n\nSince Fay Servicing won't call me or send me the proper documentation for my purposes. So, the company responded to the complaint on XX/XX/XXXX. I wasn't aware of the approval until I review the complaint from this website CRPB. So, I never review the response from the complaint of Fay Servicing, I would have not know that a payment was due on XX/XX/XXXX to start the Repayment Plan. But when I contact them trying to get some information everything felt on a deaf ear and no feedback. \n\nSo, since they response to compliant well, then I'm making a formal complaint of no contractual documents, in which this company wants to hold me responsible for something that I did not receive. I will continue to make the payment, but not on there terms until I get something in writing outside of these complaints. Something formal that was sent to my house for me to review and sign if I agree to the terms. \n\nI'm not too sure what practice is this company is doing, but this is no way professionalism. \n1. I have questions about your loan balance as of XXXX and payment history since XXXX until now 2. I still waiting on mailed copies of the denial letter and approval letter from XX/XX/XXXX. \n3. I want the details of the Repayment Plan when it starts and when it ends with the breakdown of the math. \n4. Since a letter was sent to the house in reference to increase of payment based on the escrow how does this effect this Repayment Plan... \n5. According a letter that was sent last year the escrow increase supposed to end in XXXX or XXXX of this year. So, how does interact with the new escrow when I didn't finishing paying off the last escrow increase. And now the new increase of escrow payment suppose to start XX/XX/XXXX according to the paperwork that was sent to the house. \n6. But I can't get a copy of the Repayment plan or the approval letter. I have questions and this company is not in the business in providing information in a timely manner. \n7. If you call the XXXX number then you have to go thru all these prompt just to get to someone answer machine. \n8. I'm in entitled to some type of documentation stating these repayment modification and i actually thought I was suppose to agree to the terms and signed so they will have something on record that i agree to those terms. I did not receive any paperwork or any sort as of day. XX/XX/XXXX. I need help ... Second Complaint 9. They are avoiding me and refusing to give something in writing beside what they give to these websites. \n10. At this point, I tired of the same issues with them. What they want is my house so they doing everything for me not to keep it...","date_sent_to_company":"2024-07-24T19:28:30.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"20747","tags":null,"has_narrative":true,"complaint_id":"9606003","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-07-24T18:13:17.000Z","state":"MD","company_public_response":null,"sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["My inital <em>complaint</em> was the lack of communication between Fay Servicing and myself. You guys closed this <em>complaint</em> after they made a respond. But my <em>problem</em> was never completed resolved. So, they approved my paperwork for the Loss Mitigation but I did not receive any paperwork <em>indicated</em> such as I stated. I did not signed anything <em>indicating</em> I agree to the term of the Repayment. So, I'm asking for paperwork and break down of how and why?"]},"sort":[13.724501,"9606003"]},{"_index":"complaint-public-v1","_id":"3959747","_score":11.422941,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XXXX of XXXX I first noticed a fraudulent account appearing on my XX/XX/XXXXcredit report. This fraudulent account originated with XXXX XX/XX/XXXXand had already been sent to Merchant 's & Medical for debt collection for {$250.00}. I disputed this through XX/XX/XXXXon or before XX/XX/XXXX and was unsuccessful in having anything changed and received no useful feedback other than the fact that nothing changed. I contacted XXXX XX/XX/XXXXdirectly and was informed I could only work with Merchants & Medical. I contacted Merchants in XX/XX/XXXX, received their fraud paperwork on XX/XX/XXXX, and mailed this information back to them on XX/XX/XXXX. I received their follow-up dated XX/XX/XXXX stating they can not verify that this is fraud. Their follow-up included the original XXXX account agreement which appeared to have a multitude of problems : An address in XXXX which does not appear to exist, a signature that does not match mine, a handwritten date next to the signature that anyone who knows me would know is not my writing ( I make an 8 with two circle for some odd reason ), a different handwritten date on the second page that also does not match my writing ( I never use cursive except for my signature, so I would never have written a cursive XXXX XXXX. I had no recourse other than going back directly to XXXX. In XXXX of XXXX I mailed a notarized letter to XXXX explaining the fraudulent account, asked a series of questions intended to help me prove my lack of involvement with this account, and also included a police report. I assumed that this letter had not been acted upon based on COVID closures, and did not follow up until XX/XX/XXXX. I contacted XXXX on XX/XX/XXXX, explained the situation again, and was told I would be mailed fraud paperwork that I should receive in two weeks. I explicitly asked if my letter had been received and XXXX declined to answer that question. I called XXXX again on XX/XX/XXXX after having not received their fraud paperwork. They again told me I would received fraud paperwork in a few weeks, and again refused to confirm or deny that my letter and paperwork had been received. I tried asking detailed questions about this account in order to help myself, but was now being told they couldn't tell me anything since it wasn't really my account. So now I'm stuck with a fraudulent debt collection on my credit report and absolutely no recourse and no ability to help XXXX connect the dots because they can't ( or don't want to ) answer any of my questions regarding the account that was opened with my SS #. On XX/XX/XXXX I called XXXX yet again after still not receiving any paperwork. This time I asked how I was supposed to help clear this up if XXXX refused to cooperate. I questioned if I should simply contact the CFPB, and I was quickly disconnected. I will be submitting the letter that I sent to XXXX back in XXXX of XXXX. As this letter indicates, I live nowhere near any XX/XX/XXXXlocation, assuming this account was opened in person I can have my employer attest to my presence at work in Ohio on the day the account was opened, and most importantly, this debt is simply not consistent with any other activity in the full history of my credit report. I don't know where else to turn. Merchants simply wants paid and has no incentive to investigate, XXXX is clearly not interested in helping, and the XX/XX/XXXX\" investigation '' took less time than I'm taking submitting this complaint. Please help.","date_sent_to_company":"2020-11-17T18:44:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"446XX","tags":null,"has_narrative":true,"complaint_id":"3959747","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Merchants and Medical Credit Corporation, Inc.","date_received":"2020-11-17T18:44:33.000Z","state":"OH","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Merchants simply wants paid and has no incentive to investigate, XXXX is clearly not interested in helping, and the XX/XX/XXXX\" investigation '' took less time than I'm taking submitting this <em>complaint</em>. Please help."]},"sort":[11.422941,"3959747"]},{"_index":"complaint-public-v1","_id":"3959464","_score":11.418566,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX I first noticed a fraudulent account appearing on my XXXX  credit report. This fraudulent account originated with TCF Bank and had already been sent to XXXX XXXX XXXX XXXX for debt collection for {$250.00}. I disputed this through XXXX on or before XX/XX/XXXX and was unsuccessful in having anything changed and received no useful feedback other than the fact that nothing changed. I contacted TCF Bank directly and was informed I could only work with XXXX XXXX XXXX. I contacted Merchants in XX/XX/XXXX, received their fraud paperwork on XX/XX/XXXX, and mailed this information back to them on XX/XX/XXXX. I received their follow-up dated XX/XX/XXXX stating they can not verify that this is fraud. Their follow-up included the original TCF account agreement which appeared to have a multitude of problems : An address in XXXX which does not appear to exist, a signature that does not match mine, a handwritten date next to the signature that anyone who knows me would know is not my writing ( I make an 8 with two circle for some odd reason ), a different handwritten date on the second page that also does not match my writing ( I never use cursive except for my signature, so I would never have written a cursive XXXX ). I had no recourse other than going back directly to TCF. In XX/XX/XXXX I mailed a notarized letter to TCF explaining the fraudulent account, asked a series of questions intended to help me prove my lack of involvement with this account, and also included a police report. I assumed that this letter had not been acted upon based on COVID closures, and did not follow up until XX/XX/XXXX. I contacted TCF on XX/XX/XXXX, explained the situation again, and was told I would be mailed fraud paperwork that I should receive in two weeks. I explicitly asked if my letter had been received and TCF declined to answer that question. I called TCF again on XX/XX/XXXX after having not received their fraud paperwork. They again told me I would received fraud paperwork in a few weeks, and again refused to confirm or deny that my letter and paperwork had been received. I tried asking detailed questions about this account in order to help myself, but was now being told they couldn't tell me anything since it wasn't really my account. So now I'm stuck with a fraudulent debt collection on my credit report and absolutely no recourse and no ability to help TCF connect the dots because they can't ( or don't want to ) answer any of my questions regarding the account that was opened with my SS #. On XX/XX/XXXX I called TCF yet again after still not receiving any paperwork. This time I asked how I was supposed to help clear this up if TCF refused to cooperate. I questioned if I should simply contact the CFPB, and I was quickly disconnected. I will be submitting the letter that I sent to TCF back in XX/XX/XXXX. As this letter indicates, I live nowhere near any TCF location, assuming this account was opened in person I can have my employer attest to my presence at work in Ohio on the day the account was opened, and most importantly, this debt is simply not consistent with any other activity in the full history of my credit report. I don't know where else to turn. XXXX simply wants paid and has no incentive to investigate, TCF is clearly not interested in helping, and the XXXX  \" investigation '' took less time than I'm taking submitting this complaint. Please help.","date_sent_to_company":"2020-11-17T18:44:24.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"446XX","tags":null,"has_narrative":true,"complaint_id":"3959464","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TCF NATIONAL BANK","date_received":"2020-11-17T18:06:14.000Z","state":"OH","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["XXXX simply wants paid and has no incentive to investigate, TCF is clearly not interested in helping, and the XXXX  \" investigation '' took less time than I'm taking submitting this <em>complaint</em>. Please help."]},"sort":[11.418566,"3959464"]},{"_index":"complaint-public-v1","_id":"3959256","_score":11.418566,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XXXX of XXXX I first noticed a fraudulent account appearing on my Experian credit report. This fraudulent account originated with XXXX XXXX  and had already been sent to XXXX XXXX XXXX XXXX for debt collection for {$250.00}. I disputed this through Experian on or before XX/XX/XXXX and was unsuccessful in having anything changed and received no useful feedback other than the fact that nothing changed. I contacted XXXX XXXX  directly and was informed I could only work with XXXX  & XXXX. I contacted XXXX  in XX/XX/XXXX, received their fraud paperwork on XX/XX/XXXX, and mailed this information back to them on XX/XX/XXXX. I received their follow-up dated XX/XX/XXXX stating they can not verify that this is fraud. Their follow-up included the original XXXX account agreement which appeared to have a multitude of problems : An address in XXXX which does not appear to exist, a signature that does not match mine, a handwritten date next to the signature that anyone who knows me would know is not my writing ( I make an 8 with two circle for some odd reason ), a different handwritten date on the second page that also does not match my writing ( I never use cursive except for my signature, so I would never have written a cursive XXXX ). I had no recourse other than going back directly to XXXX. In XXXX of XXXX I mailed a notarized letter to XXXX explaining the fraudulent account, asked a series of questions intended to help me prove my lack of involvement with this account, and also included a police report. I assumed that this letter had not been acted upon based on COVID closures, and did not follow up until XX/XX/XXXX. I contacted XXXX on XX/XX/XXXX, explained the situation again, and was told I would be mailed fraud paperwork that I should receive in two weeks. I explicitly asked if my letter had been received and XXXX declined to answer that question. I called XXXX again on XX/XX/XXXX after having not received their fraud paperwork. They again told me I would received fraud paperwork in a few weeks, and again refused to confirm or deny that my letter and paperwork had been received. I tried asking detailed questions about this account in order to help myself, but was now being told they couldn't tell me anything since it wasn't really my account. So now I'm stuck with a fraudulent debt collection on my credit report and absolutely no recourse and no ability to help XXXX connect the dots because they can't ( or don't want to ) answer any of my questions regarding the account that was opened with my SS #. On XX/XX/XXXX I called XXXX yet again after still not receiving any paperwork. This time I asked how I was supposed to help clear this up if XXXX refused to cooperate. I questioned if I should simply contact the CFPB, and I was quickly disconnected. I will be submitting the letter that I sent to XXXX back in XXXX of XXXX. As this letter indicates, I live nowhere near any XXXX  location, assuming this account was opened in person I can have my employer attest to my presence at work in Ohio on the day the account was opened, and most importantly, this debt is simply not consistent with any other activity in the full history of my credit report. I don't know where else to turn. Merchants simply wants paid and has no incentive to investigate, XXXX is clearly not interested in helping, and the Experian \" investigation '' took less time than I'm taking submitting this complaint. Please help.","date_sent_to_company":"2020-11-17T18:44:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"446XX","tags":null,"has_narrative":true,"complaint_id":"3959256","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-11-17T18:44:33.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Merchants simply wants paid and has no incentive to investigate, XXXX is clearly not interested in helping, and the Experian \" investigation '' took less time than I'm taking submitting this <em>complaint</em>. Please help."]},"sort":[11.418566,"3959256"]},{"_index":"complaint-public-v1","_id":"14449749","_score":10.264933,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Of course. I have updated the letter with your name, address, phone number, email, and VIN. I've also incorporated the new information about the CFPB complaint and added \" with compensation '' as you requested. \nI've also made a small edit to the timeline. Based on your service documents ( XX/XX/XXXX to XX/XX/XXXX ), \" nearly XXXX years '' is a more accurate and powerful statement than \" 2 years '' or \" nearly a year. '' Here is the fully edited letter for you to copy and paste into XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX Via Certified Mail, Return Receipt Requested American XXXX XXXX XXXX, XXXX. \nCustomer Relations Department XXXX. XXXX XXXX XXXX, CA XXXX Subject : URGENT : Demand for Full Refund/Buyback Persistent, Documented, and Unresolved Vehicle Data Sharing Defect in XXXX XXXX XXXX ( XXXX : XXXX ) - CFPB Complaint # XXXX, Case # XXXX, Case # XXXX Dear American XXXX XXXX XXXX, XXXX. Customer Relations, This letter serves as a formal and urgent demand for a full refund or buyback of my XXXX XXXX XXXX with compensation, XXXX : XXXX. I have been experiencing a persistent and severe defect with the vehicle 's \" Vehicle Data Sharing '' system since approximately XX/XX/XXXX, which has remained unresolved despite my repeated attempts to seek repair from an authorized XXXX dealership over the past nearly XXXX years. \n\nThe core issue lies with the inability to enable \" Vehicle Data Sharing, '' which is consistently \" OFF '' in the XXXX application and can not be activated from within the vehicle 's infotainment system. This fundamental defect renders numerous advertised and paid-for features completely inoperable, including but not limited to : * Remote Start and other Remote Features * Wi-Fi Hotspot functionality * Automatic Collision Notification * Stolen Vehicle Locator * Link Features * Driver Feedback This significantly impairs the use, value, and safety capabilities of a vehicle I purchased new with the expectation of full functionality. \n\nI have diligently brought this issue to the attention of your authorized service center, XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, AZ ), on multiple, documented occasions. My attempts to secure a repair are clearly detailed in your service records : XXXX. XX/XX/XXXX ( XXXX XXXX # XXXX ) : While primarily for an oil change, this visit demonstrates an early opportunity for the dealership to address existing issues. \nXXXX. XX/XX/XXXX ( Repair Order # XXXX ) : The service invoice for this visit explicitly documents my complaint : \" CUSTOMER STATES DATA SHARING WILL NOT TURN ON. PLEASE CHECK AND ADVISE. '' Despite this clear acknowledgment, no repair was performed for this issue, as indicated by the \" XXXX '' charge for parts and labor related to this complaint. \nXXXX. XX/XX/XXXX, and XX/XX/XXXX ( Repair Order # XXXX ) : During these consecutive visits, the service invoice again confirms the persistent problem : \" CUSTOMER STATES THE DATA SHARING HAS NOT WORKED FOR AWHILE, UNABLE TO XXXX ELECTRICAL. '' Again, despite the dealership even noting a potential \" electrical '' component, no repair was performed or attempted on the data sharing system. The vehicle was returned to me with the defect unresolved. \nXXXX. XX/XX/XXXX ( Repair Order # XXXX ) : My most recent visit to XXXX XXXX again documented the issue : \" C/S CUSTOMER STATES THE XXXX XXXX XXXX DOES NOT WORK. PHONE : XXXX XXXX. PROVIDER : T-MOBILE. '' Crucially, this invoice further states that the issue is \" XXXX UNDER REVIEW WITH TECH LINE ASSISTANCE, PENDING DECISION FOR GOODWILL ASSISTANCE. '' This clearly indicates that XXXX XXXX XXXX XXXX XXXX XXXX and its technical support are directly aware of this specific, ongoing, and unresolved defect in my vehicle. Despite this internal review, no repair was performed during this visit. \n\nIn addition to these documented repair attempts, I have escalated this matter by filing a formal complaint with the * * Consumer Financial Protection Bureau ( CFPB ) * * regarding this defective product. My complaint, * * # XXXX * *, was acknowledged by Honda Financial Services XXXX who, in their response dated XX/XX/XXXX, correctly directed me to the manufacturer, American Honda Motor Co. , Inc. , for resolution. This formal action further underscores the seriousness of this unresolved defect and my commitment to securing a remedy.\n\nAdding to my frustration, the vehicle 's infotainment system displays a contradictory message stating, \" This setting is locked because certain active services require data sharing. To disable data sharing services, download and use the HondaLink app, '' while the HondaLink app itself shows the feature as \" OFF '' and provides no means for activation. I also have documented communications ( text messages with XXXX ) indicating a persistent struggle to receive updates or a resolution from Honda representatives, with statements like \" The gentleman from Honda has not been answering us. '' Furthermore, I have been paying for subscription services that are rendered useless by this unaddressed defect.\n\nThis constitutes a substantial defect that has not been repaired within a reasonable number of attempts by an authorized dealership, fitting the criteria for a \" lemon '' vehicle under consumer protection laws. It has been nearly XXXX years since this problem emerged, and it continues to severely impact the functionality and enjoyment of my XXXX XXXX XXXX. \n\nI demand a full refund for my vehicle, including all purchase costs, taxes, registration fees, and any incidental damages or costs incurred due to this defect ( such as non-functional subscription fees ). \n\nI expect a prompt and substantive response from American Honda Motor Co. , Inc. outlining a plan for a full refund or a mutually agreeable buyback with compensation of my vehicle within XXXX business days of the date of this letter. Please be advised that I am prepared to pursue all available legal remedies, including but not limited to, actions under my state 's Lemon Law, to protect my consumer rights. \n\nThank you for your immediate attention to this critical matter. \n\nSincerely, XXXX XXXX XXXX, XXXX. \n\nEnclosures : * Copies of Bell Honda Service Invoices : # XXXX ( XX/XX/XXXX ), # XXXX ( XX/XX/XXXX ), # XXXX ( XX/XX/XXXX & XX/XX/XXXX ), # XXXX ( XX/XX/XXXX ) * Copy of Honda Financial Services ' response to CFPB Complaint # XXXX * Screenshots of HondaLink App showing \" Vehicle Data Sharing OFF '' and impacted features * Screenshots of vehicle infotainment display messages regarding data sharing lock * Screenshots of text message communications regarding unresolved issue and difficulty reaching Honda * Copy of Contact Card for XXXX XXXX XXXX XXXX # XXXX and # XXXX","date_sent_to_company":"2025-08-14T16:29:42.000Z","issue":"Managing the loan or lease","sub_product":"Lease","zip_code":"85345","tags":null,"has_narrative":true,"complaint_id":"14449749","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN HONDA FINANCE CORP","date_received":"2025-07-03T14:09:31.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem with additional products or services purchased with the loan"},"highlight":{"complaint_what_happened":["XX/XX/XXXX ( Repair Order # XXXX ) : The service invoice for this visit explicitly documents my <em>complaint</em> : \" CUSTOMER STATES DATA SHARING WILL NOT TURN ON. PLEASE CHECK AND ADVISE. '' Despite this clear acknowledgment, no repair was performed for this issue, as <em>indicated</em> by the \" XXXX '' charge for parts and labor related to this <em>complaint</em>. \nXXXX."],"sub_issue":["<em>Problem</em> with additional products or services purchased with the loan"]},"sort":[10.264933,"14449749"]},{"_index":"complaint-public-v1","_id":"14342733","_score":10.197024,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \nXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX. \nCustomer Relations Department XXXX. XXXX XXXX XXXX, CA XXXX Subject : URGENT : Demand for Full Refund/Buyback Persistent, Documented, and Unresolved Vehicle Data Sharing Defect in XXXX XXXX XXXX ( XXXX : XXXX ) - Case # XXXX, Case # XXXX Dear American XXXX XXXX XXXX, XXXX XXXX Customer Relations, This letter serves as a formal and urgent demand for a full refund or buyback of my XXXX XXXX XXXX with compensation, XXXX : XXXX. I have been experiencing a persistent and severe defect with the vehicle 's \" Vehicle Data Sharing '' system since approximately XX/XX/XXXX, which has remained unresolved despite my repeated attempts to seek repair from an authorized XXXX dealership over the past 2 years. \n\nThe core issue lies with the inability to enable \" Vehicle Data Sharing, '' which is consistently \" OFF '' in the XXXX application and can not be activated from within the vehicle 's infotainment system. This fundamental defect renders numerous advertised and paid-for features completely inoperable, including but not limited to : * Remote Start and other Remote Features * Wi-Fi Hotspot functionality * Automatic Collision Notification * Stolen Vehicle Locator * Link Features * Driver Feedback This significantly impairs the use, value, and safety capabilities of a vehicle I purchased new with the expectation of full functionality. \n\nI have diligently brought this issue to the attention of your authorized service center, XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, AZ ), on multiple, documented occasions. My attempts to secure a repair are clearly detailed in your service records : XXXX. XX/XX/XXXX ( XXXX XXXX # XXXX ) : While primarily for an oil change, this visit demonstrates an early opportunity for the dealership to address existing issues. \nXXXX. XX/XX/XXXX ( Repair Order # XXXX ) : The service invoice for this visit explicitly documents my complaint : \" CUSTOMER STATES DATA SHARING WILL NOT TURN ON. PLEASE CHECK AND ADVISE. '' Despite this clear acknowledgment, no repair was performed for this issue, as indicated by the \" XXXX '' charge for parts and labor related to this complaint. \nXXXX. XX/XX/XXXX, and XX/XX/XXXX ( Repair Order # XXXX ) : During these consecutive visits, the service invoice again confirms the persistent problem : \" CUSTOMER STATES THE DATA SHARING HAS NOT WORKED FOR AWHILE, UNABLE TO XXXX ELECTRICAL. '' Again, despite the dealership even noting a potential \" electrical '' component, no repair was performed or attempted on the data sharing system. The vehicle was returned to me with the defect unresolved. \nXXXX. XX/XX/XXXX ( Repair Order # XXXX ) : My most recent visit to XXXX XXXX again documented the issue : \" C/S CUSTOMER STATES THE XXXX XXXX XXXX DOES NOT WORK. PHONE : XXXX XXXX. PROVIDER : T-MOBILE. '' Crucially, this invoice further states that the issue is \" XXXX UNDER REVIEW WITH TECH LINE ASSISTANCE, PENDING DECISION FOR GOODWILL ASSISTANCE. '' This clearly indicates that American Honda Motor Co. , Inc. and its technical support are directly aware of this specific, ongoing, and unresolved defect in my vehicle. Despite this internal review, no repair was performed during this visit. \n\nAdding to my frustration, the vehicle 's infotainment system displays a contradictory message stating, \" This setting is locked because certain active services require data sharing. To disable data sharing services, download and use the XXXX app, '' while the XXXX app itself shows the feature as \" OFF '' and provides no means for activation. I also have documented communications ( text messages with '' XXXX '' ) indicating a persistent struggle to receive updates or a resolution from Honda representatives, with statements like \" The gentleman from Honda has not been answering us. '' Furthermore, I have been paying for subscription services that are rendered useless by this unaddressed defect. \n\nThis constitutes a substantial defect that has not been repaired within a reasonable number of attempts by an authorized dealership, fitting the criteria for a \" lemon '' vehicle under consumer protection laws. It has been nearly a year since this problem emerged, and it continues to severely impact the functionality and enjoyment of my XXXX XXXX XXXX. \n\nI demand a full refund for my vehicle, including all purchase costs, taxes, registration fees, and any incidental damages or costs incurred due to this defect ( such as non-functional subscription fees ). \n\nI expect a prompt and substantive response from American Honda Motor Co. , Inc. outlining a plan for a full refund or a mutually agreeable buyback with compensation of my vehicle within 10 business days of the date of this letter. Please be advised that I am prepared to pursue all available legal remedies, including but not limited to, actions under my state 's Lemon Law, to protect my consumer rights.\n\nThank you for your immediate attention to this critical matter. \n\nSincerely, XXXX XXXX XXXX, XXXX. \n\nEnclosures : * Copies of XXXX XXXX XXXX Invoices : # XXXX ( XX/XX/XXXX ), # XXXX ( XX/XX/XXXX ), # XXXX ( XX/XX/XXXX & XX/XX/XXXX ), # XXXX ( XX/XX/XXXX ) * Screenshots of XXXX XXXX showing \" Vehicle Data Sharing OFF '' and impacted features * Screenshots of vehicle infotainment display messages regarding data sharing lock * Screenshots of text message communications regarding unresolved issue and difficulty reaching Honda * Copy of Contact Card for XXXX XXXX with Case # XXXX and # XXXX What shall we say about such wonderful things as these? If XXXX is for us, who can ever be against us? \nXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2025-06-27T08:40:46.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"85345","tags":null,"has_narrative":true,"complaint_id":"14342733","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN HONDA FINANCE CORP","date_received":"2025-06-27T08:25:36.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem with additional products or services purchased with the loan"},"highlight":{"complaint_what_happened":["XX/XX/XXXX ( Repair Order # XXXX ) : The service invoice for this visit explicitly documents my <em>complaint</em> : \" CUSTOMER STATES DATA SHARING WILL NOT TURN ON. PLEASE CHECK AND ADVISE. '' Despite this clear acknowledgment, no repair was performed for this issue, as <em>indicated</em> by the \" XXXX '' charge for parts and labor related to this <em>complaint</em>. \nXXXX."],"sub_issue":["<em>Problem</em> with additional products or services purchased with the loan"]},"sort":[10.197024,"14342733"]},{"_index":"complaint-public-v1","_id":"18043374","_score":9.140332,"_source":{"product":"Checking or savings account","complaint_what_happened":"Copy to Honorable XXXX XXXX XXXX Acting Director of the Consumer Financial Protection Bureau ( CFPB ). \n\nI understand why you want to dismantle the CFPB because they do not investigate nor send to prosecute entities such Marcus by Goldman Sachs. \nRE : COMPLAINT ID XXXX. SUBMITTED ON XX/XX/year>XXXX  PRODUCT : Checking or savings account. ISSUE : Managing an account. Complain closed by CFPB for illegal reasons. \n\nWith this information, you will be able to fire for cause several of the CFPB employees as you have done through the XXXX. \nMarcus by Goldman Sachs has use a trend of possible unlawful retention of money and reinvestment for their owners, boards, as employees. \nThey apparently are holding not only my money but many other consumer and they are earning interest on it for THEM, not for the investers like my self. \n\nPLEASE INVESTIGATE and send to prosecute ALL THE COMPLAINS done against them especially in the past three years using the CFPB and the XXXX. They likely had stolen millions of dollars by using a Ponzi scheme but self-renewing clients ' accounts, disregards calls, of stopping renewing the certificate of deposits ( CD ), but disappearing the money including the checks sent to them by almost one mount as my case. \nActions such : 1. They're representatives are faking opening cases regarding the multiple clients claims that ende nowhere. They use a repetitive scheme such their customer service representatives said they will be opening a \" case '' and the fraud department would be calling back with some explanation. They do not give a direct number of the fraud departments, neither the phone numbers of their top leaders. This fact alone is completely fraudulent.\n\n2. Multiple customers had claimed that they've locked their accounts in order of not being able go online and/or to not to cancel and extended the CD. Marcus is using whatever excuses to stall account closure and keep my money hostage.\n\n3. They routinely are able to verify the identity of their clients and kept them I hold and then the call is ended. This was my case, that they not even gave me an account number when I open the CD on XX/XX/year> 4. They routinely hold the money and make unable to return the money people invest to their other previous banking entity. This Modus operandi occurs when a CD matures and people call, and they do not close the account and money tied up in Marcus illegally. \n\n5. People complain to CFPB, then Marcus answer back a bunch of inappropriate answers and CFPB close the cases. This happens to me also.\n\n6. They falsely advertise of percentage earnings in my case for six months 4.4 %, and they falsely try to cover up changing the words by AYP and then they falsely say in a recorded line that customer can recorded because if a person ask permission to be recorded, they immediately hang out. They say the 4.4 % interest is for an entire year and NOT FOR THE SIX MONTHS AS SHOWN IN THEIR WEB SITE. WHEN I MADE THE CLAIM, THEY CHANGED THE WEB SITE. They play with my money for one month, going back and forward.\n\n7. This happens routinely, when a claim is made, Marcus responded they have reached out to the claimant and resolved the issue, but they lied they have NOT resolved, then the clients reach out to provide feedback back to CFPB and CFPB does not do anything to fix the multiple unlawful practices. This happens to me.\n\n8. Clients do countless phone calls to client service personnel, and no agent resolve the problems or claims. When the calls are transfer to supervisors they also do nothing to fix the claims.\n\n9. Multiple people do send Marcu 's information with certified mails and tracking mails numbers, and the money disappear for a long time. This happens to me for one month.\n\n10. They do not return the money in three days after people cancel their CD routinely, this indicates a fraudulent banking practice.\n\n11. Marcus falsely advertise that they are highly rate by XXXX owned and operated by XXXX XXXX XXXX, a company that provides online marketplace solutions and has acquired XXXX to enhance its personal finance resources for consumers. Both Marcus and XXXX are using false advertising that can mislead consumers, distort purchasing decisions, and cause financial harm. Multiple consumers have been deceived by these companies and therefore claims legal action may help hold them accountable and recover damages. The Federal Trade Commission ( FTC ) Act prohibits unfair or deceptive acts or practices in or affecting commerce. Under this act, the FTC can act against companies engaging in false advertising, ensuring consumers arent misled. Many states have their own consumer protection statutes, often called XXXXXXXX XXXX XXXX, which mirror federal law but may offer broader protections. \nConsumers had been establish a claim, using multiple media and CFPB has not acted on demonstrating that the advertisement likely misled a reasonable consumer, showing that the representation, omission, or practice was material, meaning it could influence purchasing decisions. This ensures advertisers can not escape liability by embedding misleading information within otherwise truthful content. \n\nThe company is using False Marketing on their web site. This happens when I open the account. This is not a unique complaint. \n\nThey did not answer all the questions and possible fraudulent operations. Numerous recent customer complaints allege false or misleading practices involving Marcus by Goldman Sachs certificates of deposit ( CDs ). The most common issues cited on consumer watchdog sites like the XXXX XXXX XXXX XXXX XXXX XXXX and Consumer Affairs relate to difficulty accessing funds, inconsistent information from customer service, and unexpected fees. People from the top such Business Management : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, Managing Director, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX, Vice President, XXXX XXXX XXXX, Managing Director, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX ( Phones : [ ( XXXX ) XXXX, ( XXXX ) XXXX ], to the bottom are committing many frauds. \n\nThe XXXX  has shown that this is the rule, fraudulent marketing, retaining of funds, DELAYS, OFFERING PERCENTAGE AND NOT REAL INTEREST AS DETAILED XXXX XXXX XXXX XXXX \n\nTHE CFPB employees must be fire, MARCUS by Gold man Sacks AND MY BANKRATE NEED TO BE FINE AND INVESTIGATE BY THE Federal Trade commissions. THIS BANK AS WELL AS THE CONSUMER FINANCIAL PROTECTION BUREAU FOR LIKELY GETTING SOME 'INCENTIVES UNDER THE TABLE TO CLOSE OBVIOUS FRAUD. I AND OTHERS WROTE TO THE SECRETARY OF THE TREASURY TO INVESTIGATE BOTH ENTITITES GOLDMAN SACKS AND THE XXXX.\n\nI WANT MY ENTIRE MONEY BACK {$250000.00}, WITH THE {$11000.00} INTEREST ASAP as they falsely advertise for cd FOR SIX MONTHS, TO BE RETURNED TO MY BANK. THIS AS RESULT OF DAMAGES FOR THIS FALSE ADVERTISEMENT.","date_sent_to_company":"2025-12-18T20:34:10.000Z","issue":"Managing an account","sub_product":"CD (Certificate of Deposit)","zip_code":"30306","tags":null,"has_narrative":true,"complaint_id":"18043374","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2025-11-05T16:32:31.000Z","state":"GA","company_public_response":null,"sub_issue":"Deposits or withdrawals"},"highlight":{"complaint_what_happened":["This happens routinely, when a claim is made, Marcus responded they have reached out to the claimant and resolved the issue, but they lied they have NOT resolved, then the clients reach out to provide <em>feedback</em> back to CFPB and CFPB does not do anything to fix the multiple unlawful practices. This happens to me.\n\n8. Clients do countless phone calls to client service personnel, and no agent resolve the <em>problems</em> or claims."]},"sort":[9.140332,"18043374"]},{"_index":"complaint-public-v1","_id":"4141083","_score":7.878089,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX This is a complaint against FBC Mortgage alleging discriminatory practices and criminal Intent to violate privacy. \nDear Sir/Madam, I originated a loan for a cash-out refinance with FBC Mortgage in XX/XX/XXXX with the XXXX, Florida office. \nAfter a period of gross incompetence by the first loan originator and sales manager XXXX the file was transferred to XXXX XXXX, a second loan originator. \nThe loan is now being processed by a second loan processor after the first, XXXX XXXX was told to relinquish work on the file. \nThe loan progressed to the conditional approval where it was stuck for several weeks. \nBackground : On XX/XX/XXXX I sent an email with an attachment containing an Internal Revenue Service document that confirmed acceptance of the electronic filing of my XXXX tax returns.to satisfy a condition stipulated by FBC Mortgage. This condition was a prerequisite for approval of a mortgage loan. I requested an acknowledgement of receipt of said document. Instead, I receive a response that did not acknowledge my email but expressed a blatant act of unauthorized use of a U.S. Government System by FBC Mortgage. \n\nOffense1 : UNAUTHORIZED USE OF A U.S GOVERNMENT SYSTEM The Get Refund Status on the IRS.gov website explicitly states : Unauthorized use of this system is prohibited and subject to criminal and civil penalties, including all penalties applicable to willful unauthorized access ( UNAX ) OR inspection of taxpayer records ( under 18.U.S.C. 1030 and 26 U.S.C 7231A and 7431 ). \nThe regional underwriting manager ( referenced in FBC email ) at FBC directed an FBC employee ( XXXX XXXX ) to violate the law cited above and use my name ( XXXX XXXX ), my social security number, and other personal information to access my tax records at the U.S. Treasury Department without my authorization. \nThe unnamed regional underwriting manager declared his/her intent to commit a criminal offense as outlined in the email below. \nOn XX/XX/XXXX an email from FBC Mortgage ( XXXX XXXX ) stated : XXXX, as directed by the regional underwriting manager, I will check the wheres my refund status for a {$0.00} refund in the next few days, as it will take a couple days to register. I will keep you posted An email was sent to FBC on XX/XX/XXXX seeking clarification of the intent to access my IRS records without authorization from me. There was no response from FBC. \n\nOffense 2 : Violation of Privacy Social Security Administration : The regional underwriting manager directed XXXX XXXX XXXX to gain access to my personal record and that of a minor child at the Social Security Administration ( SSA ) without my authorization XXXX XXXX called the Social Security Administration and provided in XX/XX/XXXX and used my name ( XXXX XXXX ), social security number, and other personal information and the information of a minor, XXXX XXXX to gather, review or otherwise access information about my social security payments. \nI did not authorize FBC Mortgage ( verbal or written ) personnel to access or attempt to access my file at the SSA. \n\nAnd more importantly, I did not authorize FBC to access information at the SSA about a minor. \nSocial Security Award documents were already provided to XXXX XXXX two months prior. It was only after the agent at the Social Security Administration refuse to provide my personal financial information to XXXX XXXX that he contacted me to join a three-way call where he listened in to my answers to my security questions to verify my identity during the call- clear violations of ethical practice and an invasion of privacy. \n\nOffense 3 : On XX/XX/XXXX FBC transmitted an email to me with a list of 5 documents required for final approval for the loan. \nItem # 5 on the list requested 60 days of bank statements for all checking/savings accounts ( estimated ( $ XXXX total ). This request was highly irregular because it was not consistent with guidelines for reserves. Guidelines for reserves require two months of reserve funds. The above request required twenty times the amount indicated in lending guidelines. \nThis appeared to be a deliberate attempt to thwart the approval of the loan. \n\nViolation of guidelines : An amended XXXX tax return was submitted to FBC in XXXX. \nThe regional underwriting manager refused to accept the amended tax returns without providing lending guidelines to support the decision. \nSubsequently, FBC accepted XXXX tax returns ( unamended ) with similar rental income figures. \n\nDisturbing Patterns-Disclosure violations : Several attempts were made by me, XXXX XXXX, ascertain the final condition of the loan that needed to be satisfied to gain final approval. \nFBC has deliberately refused to provide a written requirement ( condition/stipulation ) to move the loan to the final approval stage. \nI left two messages with the Regional Sales Manager, XXXX XXXX but I did not receive a response. \n\nOn XX/XX/XXXX, I spoke with XXXX XXXX and requested the additional information to satisfy the conditions of the file be provided to me in writing by XXXX XXXX. The information was not received. \n\nOn XX/XX/XXXX I spoke with sales manager, XXXX XXXX who stated that there was only one condition that was required to be satisfied. He stated that FBC needed proof that XXXX tax returns were filed. He reiterated that proof of XXXX tax filing was the only condition left to be satisfied. He too failed to provide a written request of that condition required for final approval. Subsequent calls to XXXX XXXX met with no response even after leaving messages. \n\nOn XX/XX/XXXX, I spoke with XXXX XXXX who had originally promised to provide a written account of the additional information ( required condition ) but failed to do so. \nSome information was disclosed after I threatened to file a complaint. \nNon-Compliance : Without the outstanding condition/s being satisfied the loan will never close. The outstanding condition will not be satisfied for underwriting to approve the loan because FBC refuses to disclose in writing what additional information ( condition/s ) must be satisfied to gain final approval. \n\nTo compound the problem, FBC removed the file from the processor XXXX XXXX and left it without a processor to work on the file for approximately two weeks.\n\nDiscrimination : The loan has been I process for five months with to two loan processors ( XXXX XXXX, XXXX XXXX ) and two loan originators ( XXXX XXXX, XXXX ). Yet the loan is still not approved. \nI do not believe that mere incompetence or inadvertence accounts for the violations outlined. The actions or lack thereof by personnel at FBC Mortgage are indicative of a more systemic problem of discrimination based on race, age, and national origin.\n\nResolution : FBC Mortgage must cease and desist from persistent violations of privacy rights. \nFBC Mortgage must provide appropriate feedback in a timely manner to facilitate approval. \nFBC must provide written assurance that the discriminatory practices applied to my file will cease immediately. \n\nI await your response to this serious complaint. \n\n\nSincerely yours, XXXX XXXX CC : Florida Department of Financial Regulations","date_sent_to_company":"2021-02-15T22:35:19.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"335XX","tags":null,"has_narrative":true,"complaint_id":"4141083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FBC MORTGAGE, LLC","date_received":"2021-02-15T22:19:27.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The actions or lack thereof by personnel at FBC Mortgage are indicative of a more systemic <em>problem</em> of discrimination based on race, age, and national origin.\n\nResolution : FBC Mortgage must cease and desist from persistent violations of privacy rights. \nFBC Mortgage must provide appropriate <em>feedback</em> in a timely manner to facilitate approval. \nFBC must provide written assurance that the discriminatory practices applied to my file will cease immediately."]},"sort":[7.878089,"4141083"]},{"_index":"complaint-public-v1","_id":"19046796","_score":7.6886053,"_source":{"product":"Credit card","complaint_what_happened":"XXXXXXXX XXXX XXXXWells Fargo, XXXXConsumer Financial Protection Bureau XXXXHello, my name is XXXX XXXX, a Wells Fargo Active Cash credit card user for XXXX  years.XXXXXXXXOn or about XXXX XXXX XXXX I recently went on line to redeem my cash rewards as I have done since having this credit card. On line I was not able to receive a paper check as before. On XXXX XXXX XXXX I called and talked with a man named XXXX  and told him of my problem that I was not allowed to get actual cash back or a check for my redemption. XXXX  gave me two case numbers, one being XXXX, and the other XXXX.  XXXX indicated to me that things have changed and that a check was not possible any longer. He said he would send my complaint on.XXXXOn the XXXX  I received a message from XXXX  XXXX, stating it was from Wells Fargo. Not recognizing XXXX XXXX, I was unsure about a possible scam as it looked suspicious to me. XXXXOn XXXX XXXX I received an email message from Wells Fargo, very well marked. XXXXIt stated; XXXXIts been a rewarding yearlets reviewXXXX, thank you for being a Wells Fargo cardholder. See below for a snapshot of your XXXX  rewards activity. Want to see your latest rewards balance?XXXXYour XXXX  rewards activity XXXXYOUR XXXX  CASH REWARDS EARNEDXXXXYour lifetime rewards redemption value earned:XXXXThen on the XXXX  I received the following message;XXXX XXXX XXXX XXXX XXXXExpires:XXXX XXXX XXXX XXXX XXXXFrom:XXXXToXXXXSubject:Were responding to your concernsXXXXAttachments:XXXX  Rewards Program Terms and Conditions.XXXXImages in this message have been disabled.XXXXThis message was sent securely usinXXXXWells Fargo case number: XXXXRewards number ending in: XXXXXXXXDear XXXX XXXXThank you for contacting us. We completed our research and are providing details to address your concerns.XXXXWe appreciate your feedback about yourrecent experience with our process.Weforwarded your concerns for further review.Your rewards account balance shows XXXX, as of the date of this email. You will receive and can view Your Rewards balance at Wells Fargo Online and in Your Credit Card monthly billing statement. You also may receive it through a monthly Program email update if we have your email address.We have attached the Rewards Terms and Conditions for your review. We apologize for any inconvenience this may have caused. If you have any additional questions regarding your rewards or cash redemptions, we recommend you contact our Wells Fargo Rewards Customer Service Center at 1-877-517-1358, available daily from 7:00 a.m. to 11:00 p.m. Central Time.XXXXCase statusXXXXWe have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns.\\nHow to contact usXXXXWe appreciate the time and effort you took to contact us. If you have questions, you may reachmeat1-855-860-XXXX, ext. XXXX, Monday through Friday from 8:00 a.m. to 4:30 p.m. Central Time.We accept telecommunications relay service callsfrom individuals with hearing or speech disabilities. This includes calls facilitated by a trusted third party, such as a family member, so long as the customer is present and actively participating in the entire communicationXXXXIf there is an attachment to this email and you cannot read it, please contact us.XXXXSincerely,XXXX XXXXEscalations RepresentativeXXXXEnterprise Complaints Management OfficeXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXFax: XXXXXXXXIf you note this message did not have any explanation to me my concerns as to why I could not get a paper check for my rewards. On XXXX XXXX. I called the number provided by the letter above. I was not able to speak to XXXX XXXX., only to a lady named XXXX  who stated she would have XXXX  call back. After 6 hours and not receiving a call, I called again and talked with a man named XXXX, who I again had to tell of my problem. He then transferred me to a lady named XXXX, who seemed very helpful and said that I had a valid point. XXXXI was on the phone with XXXX  for over a half an hour as she kept putting me on hold and stated she was working to forward my case, even giving me another case # being XXXX. I was cut off and asked to give my opinion as to the service that I had just received, which I rated #1, the poorest I could get. Could not XXXX  have called me back, as she obviously new we were cut off, as I know she have my phone number.XXXXI again called back the same number giving above XXXX XXXX XXXX  ext XXXX. The called was answered by XXXX. I told him that I was just cut off from talking to XXXX  and could I speak with her again. He was not able to do so, and I had to start all over again with XXXX. He was able to look up the closed out case from above but said he would have to start a new case being XXXX. He said it would be another week to 10 days before I would hear back. XXXX  did tell me that notification was sent to customers, stating that XXXX XXXX XXXX XXXX, that paper checks were no longer sent out. XXXXThis was the first I had heard of this change, as I must have missed the message or letter, however it was sent. I wonder if it could be proven that I was notified as so much advertising is mailed and possibly that is what it appeared to be, just advertising. I know I did not see it on my monthly bill, or when told of my redemption notification. XXXX XXXXIf you notice on the letter above from XXXX XXXX., attached Terms and Conditions. Upon reading page 9, it states a paper check is available. Now if the rule was changed and I did not know of it, should not the Terms and Conditions have the change. And should not Wells Fargo have sent me an email message about CASH BACK? The options given are not cash back, but only other ways of redeeming.XXXXSince having this credit card and receiving cash back in the past, I would tell all my friends and relatives what a great deal you have provided. Now you have made a liar out of me, and I must tell all that you no longer do what you have promised and what you have done to me makes me out to be a fool.XXXXWells Fargo should honor my request as they have in the past as it says in the above email message dated XXXX XXXX XXXX, which is Cash Rewards Earned. XXXXXXXXI intend to send this message on to the Consumer Financial Protection Bureau of how Wells Fargo has treated me and I will no longer recommend Wells Fargo any longer. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWells Fargo, XXXXConsumer Financial Protection Bureau XXXX XXXX XXXXAfter talking to several Wells Fargo employees concerning this complaint, I am given the excuse that Wells Fargo has the right to change its policies. Yes, that is true and I have no problem with that. But it seems to me that if that change is made and if Wells Fargo somehow notified me, I was unaware. Wells Fargo sends out many advertisements and as a costumer, I do not read every bit of information sent. However, I do read my bill, and I see nowhere in my bill this change of policy.XXXXI feel it is upon Wells Fargo that if such a large change has occurred, they should not advertise as a Cash Back card, as stated on my card and many pieces of advertising. Cash is cash and not anything else.XXXXWhen such a change has occurred Wells Fargo should send its customers and new Credit Card that does not specifically state on the card, Active Cash. Then just say something like Rewards.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWells Fargo case number: XXXXRewards number ending in: XXXX","date_sent_to_company":"2026-01-27T19:47:28.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"89048","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"19046796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2026-01-27T19:38:56.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["On XXXX XXXX XXXX I called and talked with a man named XXXX  and told him of my <em>problem</em> that I was not allowed to get actual cash back or a check for my redemption. XXXX  gave me two case numbers, one being XXXX, and the other XXXX.  XXXX <em>indicated</em> to me that things have changed and that a check was not possible any longer. He said he would send my <em>complaint</em> on.XXXXOn the XXXX  I received a message from XXXX  XXXX, stating it was from Wells Fargo."]},"sort":[7.6886053,"19046796"]},{"_index":"complaint-public-v1","_id":"3319408","_score":7.2417483,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I requested a payoff amount on or around XX/XX/XXXX. I was given many different payoff amounts through email and phone calls. I was disputing the payoff amount for it was more than what I originally borrowed. Once I received a payoff amount that seemed to be reasonable, I paid off the loan in the amount of {$2400.00}. which included a processing fee of XXXX. This is what I was told and paid off the amount on XX/XX/XXXX. \n\nOn XX/XX/XXXX, the amount of XXXX was withdrawn from my account. I filed a complaint with the XXXX XXXX XXXX XXXX in which they made up several different stories as to why the amount of XXXX was withdrawn. One of the stories was that I missed a payment in XXXX which was not true. I have the details of the conversation between Check N Go with myself by way of the XXXX XXXX XXXX XXXX   and emails from my email account. I am requesting the return of the payment of XXXX which was withdrawn after my payoff of XXXX and was never included in the emails or phone call regarding the payoff amount. \nBelow is the communication with the XXXX : took out a loan on XX/XX/XXXX. I have made three payments. I am wanting to pay off my loan and have emailed Check N Go to find out the payoff amount. I emailed on XX/XX/XXXX and was told an amount of XXXX dollars. On XX/XX/XXXX, I emailed again to find out my payoff amount and what has been applied to the principal. The lady on the phone told me my payoff amount was XXXX. When I told her I wanted to pay this off before my next payment, I was told I owed XXXX. I asked her what was applied to the principal and she could not tell me. She could not explain to be why my payment was more than the loan amount. I will take this further with the Consumer Financial Protection Bureau. I have made three payments of XXXX and should not have to pay the amount of XXXX if I have made payments to pay it down. This is not right and seems dishonest practices. \nDesired Outcome/Settlement Desired Settlement : Billing Adjustment I would like my loan to be paid off by Check N Go with no effect on my credit report. \nMonday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \n\n[ To assist us in bringing this matter to a close, we would like to know your view on the matter. Type your reasons here. ] Regards, XXXX XXXX Complaint Detail / Problem Complaint Type : Billing or Collection Issues Billing or Collection Issues select Problem : I have spoken to many customer service persons regarding pay off amount. I have been told at least four different pay off amounts that I am complete frustrated with this company. I believe their practices are fraudulent and will go forward with a complaint to the Financial Consumer Protection Bureau. I was told my payoff amount was XXXX, XXXX and XXXX. I have asked numerous times for the amount that was applied to the principal. It was not until I filed a previous complaint with the XXXX   that I received the pay off amount. I finally paid my loan off in the amount of XXXX which they told me that this would be the total payoff amount. On Friday the XXXX, the same day I paid off my loan, XXXX was deducted from my checking account. I am requesting they pay me back the XXXX which was not included in the pay off email I received. \nTranslate Desired Resolution / Outcome Desired Resolution : Refund Refund select Desired Outcome : a refund in the amount of XXXX. \n\n\nComplaint Background Not all of these questions are required. Please provide as much information as you have. \n1. Product/Service Purchased : Loan 2. Model Number : 3. Contract, Account, or Policy # : 4. Order # : 5. Purchase Date : XX/XX/XXXX 6. Date Problem First Occurred : XX/XX/XXXX Dates you complained to the company/organization 7. First Date : XXXX 8. Second Date : XX/XX/XXXX 9. Third Date : XX/XX/XXXX 10. Payment Made : Partial payment made 11.  Payment Method : ACH Debit Name of Sales Person 13. First Name : 15. Last Name : 17. Purchase Price : {$250.00} 18. Disputed Amount : {$250.00} Tuesday, XX/XX/XXXX To Whom It May Concern ; Upon further review, we have confirmed the amount provided during the payoff was correct, {$2400.00}. XXXX XXXX was also advised of the processing fee, {$4.00}, for using a Debit Card, bringing the total to {$2400.00}. \n\nWe respectfully decline to grant her request to refund the amount of {$250.00}. \n\nSincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Thursday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \nCheck N Go would have a record of my Debit Card transaction but I can submit a pic of on the XXXX a bank statement. \n\nRegards, XXXX XXXX Attached Files/Documents XXXX Friday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \n\n[ To assist us in bringing this matter to a close, we would like to know your view on the matter. Type your reasons here. ] Regards, XXXX XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \nCheck N Go would have a record of my Debit Card transaction but I can submit a pic of on the XXXX a bank statement. \n\n\nRegards, XXXX XXXX Attached Files/Documents XXXX Sunday, XX/XX/XXXX Please find the statement for my US Bank Account XXXX \nAttached Files/Documents XXXX Wednesday, XX/XX/XXXX To Whom It XXXX Concern ; Again, XXXX XXXX had a regularly scheduled payment processed on XX/XX/XXXX in the amount of {$250.00} prior to the early payoff on XX/XX/XXXX. XXXX XXXX was made aware of the payment prior to having the payoff of {$2400.00}, plus the processing fee of {$4.00}, being processed. The payments are sent for processing the business day prior to the due dates. Due to the holiday the payment was submitted on XX/XX/XXXX for the due date of XX/XX/XXXX. This was addressed during the call on XX/XX/XXXX when XXXX XXXX completed her payoff payment. \n\nIf an additional payment was processed, we ask that XXXX XXXX provide a copy of her bank statement to XXXX so we may further review her claims. \n\nThe amount paid matches the agreement and payment schedule. There were four payments of {$250.00} with the payoff of {$2400.00}. We respectfully decline to grant her request to refund the amount of {$250.00}. \n\nSincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Wednesday, XX/XX/XXXX To Whom It May Concern ; XXXX XXXX had a regularly scheduled payment processed on XX/XX/XXXX in the amount of {$250.00} prior to the early payoff on XX/XX/XXXX. XXXX XXXX was made aware of the payment prior to having the payoff of {$2400.00}, plus the processing fee of {$4.00}, being processed. If an additional payment was processed, we ask that XXXX XXXX provide a copy of her bank statement to XXXX so we may further review her claims. \n\nWe respectfully decline to grant her request to refund the amount of {$250.00} until further investigations are completed once a bank statement is provided. \n\nSincerely, Customer Advocacy Team Corporate Offices of Check n Go and Allied Cash Advance XXXX XXXX XXXX XXXX, Ohio XXXX Wednesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \n\nThese people are unbelievable. My scheduled payment of XXXX was scheduled on a pay period. My payday was on XX/XX/XXXX. They are not being truthful regarding my loan documents which I will use as proof going forward. I have all the emails that Check n Go provided me with three different pay off amount for the payoff amount. I was told on the phone my payoff amount was XXXX. I utilize mail track which shows when they have read my emails as well. If I do not receive a refund on XXXX, I will go forward with legal action and a complaint with the Financial Consumer Protection Bureau. I have attached emails back in forth with Check N Go where I am told three different amounts to pay off and a discussion in the email regarding my XXXX due on Friday, XX/XX/XXXX. \n\nRegards, XXXX XXXX Attached Files/Documents XXXX Tuesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \n\nCheck n Go seems to misunderstand my complaint. I paid off the loan in the amount of XXXX. Check N Go, after I paid off my loan, debit from my checking account the amount of XXXX. I am owed a refund in the amount of XXXX due to overpayment. \n\nRegards, XXXX XXXX Tuesday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \nMy questions was not answered. If my loan was in the amount of XXXX, why am I being told I have to pay XXXX to pay off the loan? The website doesn't show a breakdown of how my payments are appliedto my loan. If this was the case, I would not have to ask for my pay off amount. I will be filing a complaint with the Financial Consumer Protection Bureau. I have as of today, been told three different amounts for a payoff. \nXXXX XXXX Tuesday, XX/XX/XXXX To Whom It May Concern ; We thank XXXX for providing us with her feedback. We would like to take this time to go over XXXX XXXX contract and provide clarification. We also apologize for any inconvenience or misunderstanding in previous communication with our Online Customer Service. \n\nXXXX XXXX took out her loan on XX/XX/XXXX for {$2500.00}. On the first page of the Installment Loan Agreement, on the left-hand side under Federal Truth-in-Lending Statement, we provide a breakdown of the APR, Finance Charge, Amount Financed, and the Total of Payments. Further down, under the Definitions page of the Agreement, under number 3, it states We apply payments first to interest ( accrued as of the date the payment is received ), then to principal ( due as of the date the payment is received ), and then to any other charges you owe us. \n\nXXXX XXXX voluntarily signed her loan agreement and is responsible for paying the full principal balance as outlined in the right of rescission. We respectfully decline to grant her request to close her loan as paid by us. Additionally, we do not report the Online Installment Loan in the state of California to the Credit Bureau currently. \n\nSincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Go and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX Friday, XX/XX/XXXX Business has indicated that the payment installment amount {$250.00} made in XXXX was deducted from the final payoff amount due and, \" The customer only owes for the fees/interest of the returned payment from XXXX. '' Friday, XX/XX/XXXX XXXX XXXX XXXX : I have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. \nThere was no return payment in XXXX. This company lies to fit their need. I will go forward with legal action and the Financial Consumer Business Bureau. \n\nXXXX XXXX","date_sent_to_company":"2019-07-30T18:13:11.000Z","issue":"Problem with the payoff process at the end of the loan","sub_product":"Payday loan","zip_code":"93401","tags":null,"has_narrative":true,"complaint_id":"3319408","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CNG FINANCIAL CORPORATION","date_received":"2019-07-26T15:19:00.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Type your reasons here. ] Regards, XXXX XXXX <em>Complaint</em> Detail / <em>Problem</em> <em>Complaint</em> Type : Billing or Collection Issues Billing or Collection Issues select <em>Problem</em> : I have spoken to many customer service persons regarding pay off amount. I have been told at least four different pay off amounts that I am complete frustrated with this company. I believe their practices are fraudulent and will go forward with a <em>complaint</em> to the Financial Consumer Protection Bureau."],"issue":["<em>Problem</em> with the payoff process at the end of the loan"]},"sort":[7.2417483,"3319408"]},{"_index":"complaint-public-v1","_id":"2646347","_score":7.136236,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"XX/XX/XXXX, I made purchases on PayPal in the amount of $XXXX using my XXXX checking account. I lost my job and had to cancel my transactions that day. I paid $XXXX to XXXX to do this to avoid problems and overdrafts so I could afford rent at my cousins while being unemployed on food stamps. \n\n- One Paypal merchant stoped the process and got her money back (see below) but not me. \n- The other I tried to return and they never got back to me after multiple times....so I never knew if XXXX got it. My cousin lives in a neighborhood where everyone knows everyone. It wasn't stolen. I left it on the porch for XXXX to pick up as they told me. It was gone when I got home from job hunting.\n\nPayPal sent me to collections. I reported fraud to PayPal and XXXX. XXXX did nothing but overdraft fees over $200 still not paid. I had to get a new account at XXXX XXXX.\n\nPaypal fraud is overseas and XXXX fraud was sometimes overseas. I thought that this was illegal US banking. The only person who seemed to help me was PayPal's collection agency XXXX. XXXX believed error on PayPal and XXXX and asked me to keep records and screenshots. I have a file and follow up to him, Paypal collections and the CEO a lot via email with screenshots and the below message.\n\nThe email I send which XXXX XXXX sad was perfect is:\n\nHello,\n\nThis is fraud. I am not responsible for these charges not ever being credited to my account. After speaking with XXXX XXXX at XXXX XXXX XXXX he feels strongly my case is fraud on PayPal's doing. Not the merchants or myself.\n\nBeing a PayPal customer since XX/XX/XXXX I have never had any problems with PayPal or problems on XXXX with a score of XXXX in positive feedback. \n\nBackground\nI was laid off work and had my bank XXXX stop payment on the transactions for XXXX XXXX, XXXX (aka XXXX XXXX XXXX  XXXX) and XXXX XXXX (aka XXXX) so I could afford rent at my second cousins who graciously took me in as well as food. The government gives me $XXXX a month for food stamps and I receive a tiny unemployment check. Leaving the city of XXXX to live with 2nd cousins I hardly know was hard. I do not drive. There are no side walks and I am in the middle of nowhere. I have spent over 15 hours of phone time working on Paypal, XXXX, XXXX on this to avoid credit damage and protect myself.\n\nEvery time I contacted PayPal I was put through to your overseas outsourcing operation. They did not understand the problem. I spoke to several and got different answers every time, including from their supervisors. I am protected by fraud under many laws. Especailly, ones that have to do with outsourcing financial fraud matters to other countries.\n\nWhy is this fraud after I stopped payments? \n-XXXX XXXX XXXX never shipped the item because I told them not to. They paid back PayPal on XX/XX/XXXX which was the date the payment cleared. I have many emails of documentation. Nice merchant. You never credited my account. If I look on my PayPal account it says refund sent. Seeing she paid you back I should not be in the negative and PayPal is committing fraud.\n\n-XXXX XXXX. (XXXX) said they shipped the item via XXXX the day I ordered online before I could tell them not to and cancel. I asked them what to do when the package arrives. They stated to leave unopened and write \"refused\" and bring it in to a XXXX XXXX. When I arrived at the XXXX XXXX they said even though the package wasn't opened only a dispatcher can go pick it up. She gave me the wrong number and I had to find it myself for the area XXXX dispatcher. When I spoke to the dispatcher she apologized and said the XXXX store should have taken it. I asked if we were on a recorded line for proof of documentation. She said yes and XXXX will pick it up on the doorstep at XXXX XXXX XXXX, XXXX XXXX IL XXXX the next day. I did this and the package was gone later the next day. I realized I never had the tracking number on the PayPal receipt which was also used for the return. Why did PayPal not provide the tracking number? Also this merchant has not yet provided tracking number. No tracking number records to the buyer is not proper business. They emailed me back saying the have not received the package. I explained XXXX got it and you have the tracking number so please track the return. This is a small neighborhood where people don't steal an everyone knows each other for decades.I have no criminal history or negative PayPal history either. It also says refund received but never on PayPal but never taken off this negative balance causing two XXXX payments to be stopped as well.\n\n-PayPal was having me deal with fraud calls in other countries which is illegal. I believe all the time I wasted was talking to people in the XXXX or XXXX, which they admitted to on their recorded lines. US government requires US companies to handle fraud within the US.\n\n-XXXX fraud pointed the fingers at Paypal and did nothing. Since then I have acquired over $XXXX in negative balance in my XXXX checking account which consist of overdraft fees of $XXXX for the already posted transactions you pushed through. Then another $XXXX for still not being able to pay them. You owe me money. Also you owe me through your fraud the $XXXX I had to spend 4 times to stop these payments $XXXX. \n\n1. Total you I owe to PayPal by law is to be set to $XXXX and by your errors.\n\n2. Please also provide a check for $XXXX owed to (XXXX XXXX, myself) for the funds wrongfully taken, transaction fees from my negative balance due to your wrong doing, overdraft fees and the fees I paid to stop payment which I am entitled to on my XXXX account\n\n-It wasn't till your \"wonderful, kind, smart outsourcing in the US, representative, XXXX XXXX could understand my story and how all this could have been prevented by PayPal and not outsourcing my fraud complaints to other countries.\n\nConclusion\nLet's settle please immediately on my terms. I am not meeting in the middle and will not be bullied by PayPal and XXXX checking, when you clearly violated multiple Federal and international laws everyone should know about. The second I said, \"fraud\" your foreign customer service should have connected me to a US fraud specialist. \n\nPlease send my check to my address on file and wipe out my negative PayPal balance in full. \n\nI have legal insurance and do not wish to use that on this silly matter. I am unemployed, in debt, no money, no food, no health insurance and been 100% law abiding citizen in the US for XXXX years, my whole life. I expect this done in 5 - 7 business days and then laid to rest.\n\nRegards,\n\nXXXX XXXX XXXX\n\nOn Fri, XX/XX/XXXX at XXXX XXXX, PayPal  wrote:\n \nThis message contains graphics. If you do not see the graphics, click here to view.\nPayPal\nDear XXXX  XXXX, \n\n\n\nWe have attempted to contact you on multiple occasions to make you aware of an outstanding issue with your account. Our records still indicate that your PayPal account has a negative balance of $XXXX and has been negative for at least 36 days. \n\n\nThis is an urgent matter that requires your immediate attention to ensure continued availability of your PayPal Account and to avoid additional collection efforts. If you do not resolve your negative balance today, your account could be sent to an outside Collection Agency for further action. \n\n\nPlease log into your PayPal Account today and follow the steps outlined below to resolve your negative balance. \n\n1. Access your account at PayPal.com \n2. Click the \"Resolve your negative balance\" link located next to your PayPal balance\n3. Select the \"Add funds to your account\" option and click \"Continue\"\n4. Select the \"Add funds\" option that best suits your needs and click \"Continue\"\n5. Select your preferred payment method (Credit/Debit Card or Bank Account) \n6. Enter the payment amount and click \"Continue\"\n7. Click \"Add Funds\"\n\nWere here to help. If you have any questions regarding this message or you are unable to make a payment on your account, please contact us at XXXX to discuss your options. We are available Monday through Friday from XXXX XXXX to XXXX XXXX Eastern. If you have already resolved your balance, thank you and please disregard this message.\n\n\nSincerely, \n\nPayPal \n\n\nDo not reply to this email. Please send all messages through the email form on our website.\n\nCopyright  XX/XX/XXXX-XX/XX/XXXX PayPal. All rights reserved.","date_sent_to_company":"2017-08-17T23:03:08.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"60014","tags":null,"has_narrative":true,"complaint_id":"2646347","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2017-08-17T21:43:01.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Being a PayPal customer since XX/XX/XXXX I have never had any <em>problems</em> with PayPal or <em>problems</em> on XXXX with a score of XXXX in positive <em>feedback</em>. \n\nBackground\nI was laid off work and had my bank XXXX stop payment on the transactions for XXXX XXXX, XXXX (aka XXXX XXXX XXXX  XXXX) and XXXX XXXX (aka XXXX) so I could afford rent at my second cousins who graciously took me in as well as food. The government gives me $XXXX a month for food stamps and I receive a tiny unemployment check."],"issue":["Unauthorized transactions or other transaction <em>problem</em>"]},"sort":[7.136236,"2646347"]},{"_index":"complaint-public-v1","_id":"9561046","_score":5.127014,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I wish to practice my right as a customer of Bank of America to use your organisation's service, seeking a\nformal, impartial investigation to amicably settle my dispute with Bank of America.\nIn order to clear up the myriad of letters and correspondences I have hitherto sent to Bank of America\nrespecting my complaint, I believe it will substantially strengthen both my case and your understanding, by\ntaking a deeper look at the happenings of my case, and analysing the relevant facts in an objective and\ncomprehensive fashion.\nIt is crucial to note that I have been manipulated, socially-engineered and coerced to engage these fraudulent\ncriminals. Much to my embarrassment, I recognise that I am the victim of an investment scam.\nMy complaint to the CFPB has arisen as I do not consider, by any stretch of the imagination, the conduct\nof Bank of America to be commensurate with their legal role and responsibility to their customers. They\nsell a service to look after their customers, protect their money and are a financial institution that maintains\na traditional relationship and way of working with its customers.\nDuring the complaints process with Bank of America, I found their communication ineffective, which\nfurther hides their conduct to management and diminishes the service offering to their clients. They are\nstruggling to adapt their business offering in the ever-changing world of IT development. The internet is\npresenting a real problem which they choose to manage in a way which is not in line with rules and\nregulations of CFPB as well as their own internal policy and procedures sold to their clients.\nGeneral Obligation:\nCommencing on or abouXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fell victim to a multi-layered scam\noperation run by XXXX XXXX XXXX XXXX which involved me making deposits for a total amount of XXXX XXXX from my Bank of America account to fraudulent investment firm.\nWhen determining whats reasonable and fair, we should focus on the issue of liability; common queries\ninclude, but are not limited to, the following (i) whether Bank of America did not take notice of any rule,\nlaw, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct,\nthat may have prevented them from protecting my financial safety; (ii) whether by virtue of Bank of\nAmericas custodianship over my funds or by its control over them, they owed a fiduciary duty to the me\nand if so, whether that duty was breached; (iii) whether Bank of America promoted the transaction(s) in\nquestion despite being aware of the nature of the transaction(s) in question (iv) whether Bank of America\nwas in compliance with its own policies and procedures; (v) whether Bank of America owed duties to\nmyself, what the scope of those duties was, and whether Bank of America did not uphold those duties; (vi)\nwhether Bank of Americas conduct was unfair; and (vii) whether Bank of America has within its power\nthe ability to, and should, compensate me for the harm that has befallen me.\nUpon identification of such unusual or suspicious activity, it is crucial that the relevant staff member\nadequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent\nand nature of this activity and properly communicate to the customer that such activity meets the relevant\ncriteria of fraud.\nIn providing its services to a customer, a financial institution is required by law to exercise the care and\nskill of a diligent, prudent banker. In this case, this means that the payment service provider should not turn\na blind eye to known facts pointing to a real possibility that their customer is being scammed. In other\nwords, Bank of America must have had special knowledge of what was occurring or been alerted to a real\npossibility of fraud taking place. The financial institution must have known or reasonably ought to have\nknown that I was dealing with a scammer.\nGranted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense\nin which the standard of care of the reasonable person involves in its application a subjective element.\nHowever, it must be remembered that the correct test is always reasonable care in all circumstances, not\naverage care. The fact that most people behave in a certain way may be good evidence that the conduct is\nreasonable, but this is not necessarily the case. Although reasonableness is a very fluid concept, all of the\nevidence suggests that Bank of America did not foresee the fraud and disregarded even the most obvious\ndangers in this respect.\nSituations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the\nstandard of the reasonable person should be applied, and that lessons can be learnt from the errors of the\npast.\nBank of Americas Position:\nBank of America wrote in a letter The amounts totaling of XXXX  in question that you listed in your\ncomplaint is an accumulation of several transactions that were sent to the three previously mentioned\nmerchants that were confirmed valid and not made in error. Please note, the transactions posted correctly\nto your account as instructed in XXXX XXXX. While we are sensitive to the effect this matter has had on\nyou, we are unable to dispute any agreements that you may have had with the recipient of the funds.\nWe can only recommend that you contact the recipient directly for further assistance with your disputes.\nRefuting Bank of Americas arguments from a purely logical perspective:\nBank of Americas position is that the features of the situation at hand do not generate a genuine obligation\nto protect innocent and helpless victims; they are essentially arguing that common-sense-based approaches\nare doomed to fail, leaving their exclusively technical account of the subject matter as the only meaningful\nchoice. For reasons which are unclear, this extremely serious situation barely gets the attention it deserves\neven though ample evidence has been offered in support of this complaint.\nIn Bank of Americas view, it is implied that we should not home in (and consequently rely) on unwritten\nlaws, practicality, good judgement, reasonableness, sharpness, sensibleness, past outcomes, and insight,\nwhen taking appropriate precautions. To underscore, once again, such views are at odds with common sense\nand are wildly irresponsible.\nImagine a view according to which the one and only thing that can make Bank of America morally obligated\nto do something is having it written down somewhere. Pursuant to this view, if Bank of America encounter\nthe suffering of totally naive victims, they are only obligated to intervene in or remedy the situation, to the\ndegree required by written material. This is unbecoming for a reputable establishment such as Bank of\nAmerica.\nI have reviewed the material hereto sent by Bank of America carefully, and it unfortunately provides no\nresponse to my fundamental argument concerning the degree of care. Given its size, influence, and the\nresources at its disposal, this establishment clearly had a far greater capacity than an individual such as\nmyself had, to determine the level and likelihood of risk that a client such as myself is subjected to and had\na duty to intervene as they now do to query in particular out-of-pattern transactions of this kind.\nIt is perfectly obvious that Bank of America, inadvertently, employs a subtle approach in addressing some\nof the key questions in a manner which neither provides me with adequate support nor protects anything\nother than its own interests.\nIt is Bank of America here, who has the burden of proof, to show that it has exercised the duty of care, that\nis to say, that Bank of America adhered to a standard of reasonable care in relation to the matter at issue\ngiven its extensive experience compared to mine. It is Bank of America that claims that the damages which\nI have suffered in connection to this matter have not been reasonably foreseeable, and that my proposed\ndegree of care is not, and has not been, commensurate with XXXX XXXX  capacity, experience,\nexpertise, or scope of services in any way. To reemphasize, Bank of Americas indisputable overriding\npurpose is by no means to purely execute transactions in a blind and blank fashion, but rather to strike a\nbalance between executing those transactions and capitalising on its undeniably vast capabilities to protect\nconsumers thereby enhancing market integrity.\nApropos of the fluidity of the concept of reasonableness, all Bank of America has done in this regard is set\nup a dichotomy of having or not having the legal obligation under consideration, however, that does not go\none-inch toward explaining why various regulatory authorities, has maintained that financial institutions\ncan, and should, protect consumers using their systems, advanced technologies, and rich experience.\nBank of America is obliged to take some action if it is sufficiently aware of a real possibility that a fraud\nmay be being perpetuated. If you don't question its customers instructions or raise the possibility of a scam\nwith the customer in these circumstances, it may be liable if the red flags indicate the customer is:\n particularly vulnerable, or\n if the possibility of fraud was serious or real, not just suspected.\nThere are some recommendations to organisations for protecting customers from financial harm that might\noccur as a result of fraud or financial abuse; and gives guidance on how to recognise customers who might\nbe at risk, how to assess the potential risks to the individual and how to take the necessary actions to prevent\nor minimise financial harm.\nThese recommendations are established as a general principle, the organisation should deliver a\nservice that:\n1) Takes a proactive approach to minimising risks, impact and incidences of financial harm and it sets\nout systems and tools for the prevention and detection of fraud and financial abuse. As a general point,\nit says organisations should ensure that all systems are developed using technologies and methodologies\nthat are effective in the prevention of fraud and financial abuse, through authorised and unauthorised\npayments, thereby minimising the risk of financial harm to customers. As regards to the detection of\nfraud and financial abuse, it says the organisation:\nA) should have measures in place across all payment channels and products to detect suspicious\ntransactions or activities that might indicate fraud or financial abuse. It then lists the following\nexamples of suspicious activity on customer accounts:\na. multiple cheque books;\nb. sudden increased spending;\nc. transfers to other accounts;\nd. multiple password attempts;\ne. logins from new devices, multiple geographical locations;\nf. sudden changes to the operation of the account; Unusual transactions are transactions\nwhose amount, characteristics and frequency bear no relation to the economic activity\nof the customer, exceed normal market parameters or have no apparent legal\njustification.\ng. a withdrawal or payment for a large amount;\nh. a payment or series of payments to a new payee;\ni. financial activity that matches a known method of fraud or financial abuse.\nB) organisations should have a process in place to ensure that staff make contact with the customer\nto verify the financial activity, challenge its authenticity, explain the nature of the suspected or\ndetected fraud and discuss an appropriate plan of action.\nBank of America are yet to show, or otherwise provide me with, a compelling argument that their wideranging\nexperience and wealth of specialist knowledge in detecting transactional anomalies were not\nsufficient to avert the fraud at issue. By contrast, I have provided a multitude of sound and powerful reasons\nby which requiring their involvement has not only been pressingly relevant but also eminently reasonable\nand well-justified.\nRather than empathising with and undertaking substantial efforts to convey their knowledge of the existence\nof such regulations abroad and thereafter use it to protect and proactively relieve the plight of consumers\nwho have been cheated out of their money and whose role in society is properly fulfilled, positively\ncontributing to local economic growth, development and sustainability  Bank of America adopts a rather\ninsouciant attitude toward my financial predicament portrayed herein.\nI am deeply convinced that the disastrous results that I have previously elaborated upon will continue to\nensue if no responsibility is adopted by Bank of America in relation to this matter. I have also thoroughly\ndetailed why they cannot simply dismiss this problem by strictly adhering to legal technicalities which,\nafter careful reflection, struck me as being nothing more than self-interest. Indeed, it seems to me utterly\nunfair to disregard fragile, sensitive, and vulnerable consumers who are afflicted by such allegedly\nmalevolent acts, thereby keeping an unjust status-quo that is corrupting our society at its core.\nI would also like to highlight the stark difference in how complaints are handled between Bank of America\nand XXXX XXXX Bank of America's handling of the situation was notably inadequate. They failed to properly\nacknowledge the issues I faced and did not provide the necessary support to recover my funds. In contrast,\nPNC Bank managed the situation with exemplary care. They not only acknowledged everything I had been\nthrough but also took proactive steps to assist me in recovering my funds. This level of customer service\nand attention to detail speaks volumes about XXXX XXXX commitment to their clients and their ability to\neffectively address and resolve issues.\nConclusion:\nBased on my analysis, and as confirmed by various authorities concerned with such matters, there is\nabundant evidence that forward-thinking financial institutions ought to take reasonable steps to forestall\nfraud, or at least mitigate its risk by using an effective risk management system, demonstrating their\nundisputed ability to responsibly and pre-emptively respond to questionable transactions in the digital\narena. The use of such systems, largely based on newly adopted technologies aimed at effectively\nnavigating the evolving threat landscape, is only one of a number of possible endeavors undertaken in this\nconnection, alongside the application of past knowledge and experience related to popular fraudulent\npractices.\nAstonishingly, I am pondering how it is that, despite being shown that Bank of Americas business conduct\nwas insufficient insofar as background checks are concerned, they keep refuting their indisputable role and\nresponsibility in connection with the matter herein discussed. The points that I have hitherto made are too\ncrucial to be taken lightly. Bank of Americas non-observance of the fundamental principles of justice \nthat is, to completely overlook and not even remotely try to mitigate the suffering of vulnerable consumers\nis inexcusable given the size of the establishment and the vast resources at its disposal as the direct result\nof the patronage of clients like myself.\nIf it was, indeed, solely my responsibility, we must then believe at least one of the following clauses: a)\nfinancial institutions have absolutely no role whatsoever in preventing and detecting fraud, b) the fraud in\nquestion was not reasonably foreseeable, or c) the transactions in question were not sufficiently alarming.\nIt is extremely unfortunate that Bank of America pushes quite hard for me to believe all three of these\nthingsdespite evidence to the contrary.\nIn summary, I respectfully ask your organization to consider my points, given your personal and\ncompanywide obligation to provide a fair and reasonable investigation into the complaint.\nI look forward to your input and would gladly cooperate to reach a fair and reasonable outcome.\nThank you.\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Bank of America\nBank of America Corporate Center, XXXX XXXX XXXX XXXX\nWITHOUT PREJUDICE\nSubjectXXXX XXXX XXXX complaint to XXXX XXXX XXXX: Bank of Americas complaints dept.\nDear Sir / Madam,\nI have now reviewed your response dated XXXX XXXX XXXX  Based on my review, I do not believe you have acted fairly, let alone reasonably.\nThe investigatory processes appear to disfavour the victim, and there is a lack of knowledge of good industry practice as well as a lack of\ncare/compassion towards me as the customer.\nYour response is, to say the least, extremely inadequate. It is based on a blatantly incorrect understanding of what I have maintained.\nWhat amazes me is just how difficult it has been to find soundness in it. Your analysis, for instance, does not engage with the actual\nhistory of my account and a significant portion of related data that may contradict your position has been conveniently ignored.\nSeemingly, in arriving at a decision in relation to the issue I raised, no consideration was given to a) Duty of care in relation to the fact\nthat I am the victim of a financial crime and b) The responsibility that your institution hold to protect its clients from such crimes.\nI find your rejection incredibly offensive and perplexing. In all honesty, if you could provide me with any kind of a logical coherent\naccount that could reconcile the evident fact of the multiple warning signals as well as my susceptibility relating to this matter with the\nexistence of a sound anti-fraud program, then I would absolutely appreciate your point of view.\nGiven the variety of similar cases involving various types of scams, you should be acutely aware of this problem for society, but your\nsuperficial (and perhaps convenient) answer to it, simply put, is that blameless victims must be held accountable for their misfortune.\nBecause your argument presumably aims at self-protection rather than the truth, we can have no confidence that your rejection is\nultimately just, fair, or reasonable. It is time to adopt a more realistic, long-term attitude towards unavoidable scenarios of this kind,\nstarting from the justifiable assumption that such injured parties did not in the least contribute to (and thus certainly should not bear\nresponsibility for) their own victimisation.\nMisplaced Accountability:\nScam victims have relatively little freedom of reactivity; under such circumstances, they respond immediately, instinctively, and\ninvariably to the specific demands of the perpetrator. Being able to consciously refrain from reacting in such a way is extremely difficult\nand sometimes impossible. Unwittingly giving off signals that mark us as easy targets, is by no means the same as being grossly\nnegligent, in view of the increasingly sophisticated scams, which continue to be a pervasive problem in society.\nDue to personal circumstances, I was particularly vulnerable during the victimisation period; I was also relatively financially illiterate\nand very inexperienced in the finance sector which made me a prime target for criminal enterprises in this field.\nSince this time, having lost all of my savings to these fraudulent companies, I have learnt an enormous amount about the scope of these\ncriminal endeavours and also about how the financial services sector operates internationally.\nFinancial institutions are well aware of the scope and nature of such crimes and the risks that these pose to their clients, who, in contrast,\nmostly have limited knowledge of these dangers.\nTo be clear, people who have been scammed such as myself, are not individuals who have made poor investment decisions. They are\npeople who have been tricked, lied to, deceived and emotionally manipulated. Sophisticated, aggressive sales techniques end up trapping\nthe uninformed and unsuspecting victim who once in the clutches of the scammer cannot get out until most or all of the funds have been\nlost (stolen) by the scammers. A good comparison is a perpetrator who grooms his victim whilst at the same time assaults him/her and\nprevents them from escaping.\nThis complex issue has caused substantial harm to me, and if not appropriately addressed, will cause substantial harm to others, we must\ntherefore conduct an in-depth and comprehensive review of all of the contributing factors that have led to an outcome as horrendous as\nthe one described herein.\nThe grounds upon which you refute my claim:\nScrutiny shows that your claims are defective as an endeavour to thoroughly investigate the accessible facts; let alone as an attempt to\nportray an accurate image respecting the role of banks in fighting financial crime and fraud, your organisations scope of services, and\nvarious other details in connection with the duties that emerge out of our relationship, particularly in the context of the broader historical\ncircumstances. The emphasis that you have placed on the incredibly insufficient diligence checks as well as the inconsequential\nreferences and the unidimensional thinking, not only gives a skewed picture of my fundamental rights as your customer, but also\npresents a poor blueprint for understanding the issue discussed in a well-reasoned and objective manner, and an even poorer guide to\ndictate whether there has been, as suggested, wrongdoing on your part.\nThe amounts totaling of XXXX in question that you listed in your complaint is an accumulation of several transactions that\nwere sent to the three previously mentioned merchants that were confirmed valid and not made in error. Please note, the\ntransactions posted correctly to your account as instructed in XXXX XXXX. While we are sensitive to the effect this matter has had on\nyou, we are unable to dispute any agreements that you may have had with the recipient of the funds. We can only recommend that you\ncontact the recipient directly for further assistance with your disputes.\nConcerning the \"authorisation\" argument, it can be cast as an incompatibility between statements such as \"the transaction has been\nauthorised\" and \"the duty of care has been breached\". However, you have not shown that both statements are logically incompatible or\nimprobable with respect to each other. They are not mutually exclusive in the broader context.\nThe view that I have authorised the transaction and therefore fully liable is dangerously reductive--various aspects relating to the breach\nof the duty of care have been marginalised. Clearly there are more facts to be taken into account than at first appears.\nI notice that your account of the subject matter depends crucially on the supposed lack of obligation which is perhaps the most obscure\npoint in your argument. But regardless, your views give us reason to contemplate as well whether your societal role (which arguably\nrenders you capable of preventing plausibly foreseeable damages such as the one set forth herein) should trigger the appropriate moral\nobligations rather than unscrupulous beliefs which are inherently unjust, flagrantly unfair and merely conducive to your own self-interest\nand welfare. Likewise, you unknowingly oppose the emergent notion that I was no luckier in blindly placing faith in your\nestablishments competence than I would have been in not doing so.\nYou have blithely ruled out your obligation herein by undermining reasoning strategies aimed at justice and fairness; remarkably, you\nhave deliberately avoided the uncomfortable yet inevitable conclusion that in this instance you are to be held accountable, by narrowly\nholding that a financial institution's role in society is merely to \"act upon the customer's instruction.\" This sort of reductionist view has\nlong since been exposed as inadequate among world-leading, key financial regulatory authorities.\nIt is intuitively clear that you have not reckoned with the remarkable range of indispensable functions, which your organisation should\nperform for the community in a manner that is both stable and sustainable. It is moreover blatantly apparent, that, instead of being\nattuned more than ever to the importance of apprehending the pernicious influences of your idleness and non-intervention amidst an\ninexorable rise of financial fraud, you are unwarrantably hiding behind specious arguments based on thin assumptions, inadequate\nresearch, poor evidence, and sloppy reasoning. It is a whole lot better and far more effective to do the right thing, rather than the most\nprofitable one thereby compromising the integrity of your enterprise. I suggest that by following adequate protocols aimed at mutual\nbenefits (rather than satisfaction of personal goals), disadvantaged consumers will thrive rather than suffer, with a plethora of positive\nfeedback propagating far and wide as a result.\nI demand an investigation to bring to light additional relevant evidence that I am persuaded will support my view. It is hereby proposed\nthat your motivations may adversely affect reasoning through overreliance on a biased set of processes. As a substitute for sub-optimally\nrelying on a set of gross oversimplifications (which frustratingly and inexorably lead us to draw erroneous conclusions), we should,\ninstead, systematically account for the totality of the evidence  howsoever unpalatable  by even-handedly relying on complex and\nmultifactorial reasoning. The demand for sound reasoning is essentially a demand for ultimate explanation, and is linked with a complete\nunderstanding of the pronounced role that you played in permitting my injuries herein\nIn light of the above, it is patently clear that your train of thought is fatally flawed and totally unsupported. You have failed to come up\nwith positive evidence to support your claims, that is, to show beyond any reasonable doubt that irrespective of your conduct, my\nvictimization was an inevitable outcome. On the other hand, I have provided substantial evidence to support the claim that you could\nhave done more to safeguard my funds. Not only have you let me down, but you have also failed to admit that you could and should\nhave done better.\nWhat can Bank of America do?\nPlease be noted that I will not in any way quietly tolerate the consequences of your actions (or more precisely, the lack thereof). Your\nresponse has limited the discussion narrowly to highly technical terms, and insufficient attention has been given to your organizational\ndysfunctions from a common-sense point of view. It is perfectly obvious that you could have, and should have, utilized various riskbased\nexamination procedures and techniques, all of which are within your purview and could have entirely prevented this disastrous\noutcome. It is wildly incorrect to assume that you have exercised your duties by doing the minimum necessary. You have not exercised\nyour duties at all, rather, many of your underlying assumptions have simply gone unquestioned. Instead of being receptive to\nconstructive criticism and improving yourself, you ultimately seek to blame your customers thus absolving yourself of any\nresponsibility.\nAs previously advised, you should have known, suspected, or had reason to suspect that the transactions (or pattern of transactions):\n involve funds the ultimate purpose of which was to fuel an illegal enterprise;\n is intended to disguise funds the ultimate purpose of which was to fuel an illegal enterprise, in an attempt to avoid and thus\nviolate regulations;\n is intentionally designed to defraud your customer;\n serves no legitimate or lawful purpose; and\n involve the use of your services to facilitate criminal activity\nThere are so many other ways in which measures related to fraud prevention and mitigation could have been useful. To the extent to\nwhich you were inconsistent therewith, you are liable for damages. Further factors that should have been taken into consideration\ninclude, but are not limited to, the following:\n The timing, volume, frequency, and nature of the transactions in question;\n The abnormality of such transactions against the background of your experience with me as a customer and other entities\nassociated with the transactions (if any);\n The suspicious nature of such transactions based on my overall risk profile including vulnerability, identification and research\nof high-risk services/products;\n Systemic filtering mechanisms, whether manual or automatic, for the identification of unusual activities; and\n Periodic evaluation of the usefulness, appropriateness and effectiveness of anti-fraud programs, and other associated policies\nand procedures.\nIt is incumbent upon financial institutions to carefully assess all information available about their customers, including vulnerability,\nneeds and customer type. There is a wide range of transactions which, although legitimate, should raise a red flag simply because they\nare inconsistent with the customers typical and ordinary activity. What constitutes reasonable grounds to flag transactions varies\naccording to the facts and circumstances of the particular matter being investigated and the effectiveness of the anti-fraud processes.\nRelevant industry practices at the time of the victimisation:\nYour Organisation is obliged to take some action if it is sufficiently aware of a real possibility that a fraud may be being perpetuated. If\nyou don't question its customers instructions or raise the possibility of a scam with the customer in these circumstances, it may be liable\nif the red flags indicate the customer is:\n particularly vulnerable, or\n if the possibility of fraud was serious or real, not just suspected.\nThere are some recommendations to organisations for protecting customers from financial harm that might occur as a result of fraud or\nfinancial abuse; and gives guidance on how to recognise customers who might be at risk, how to assess the potential risks to the\nindividual and how to take the necessary actions to prevent or minimise financial harm, these recommendations are established as a\ngeneral principle, the organisation should deliver a service that:\n1) Takes a proactive approach to minimising risks, impact and incidences of financial harm and it sets out systems and tools for\nthe prevention and detection of fraud and financial abuse. As a general point, it says organisations should ensure that all systems\nare developed using technologies and methodologies that are effective in the prevention of fraud and financial abuse, through\nauthorised and unauthorised payments, thereby minimising the risk of financial harm to customers. As regards to the detection of\nfraud and financial abuse, it says the organisation:\nA) should have measures in place across all payment channels and products to detect suspicious transactions or activities that\nmight indicate fraud or financial abuse. It then lists the following examples of suspicious activity on customer accounts:\na. multiple cheque books;\nb. sudden increased spending;\nc. transfers to other accounts;\nd. multiple password attempts;\ne. logins from new devices, multiple geographical locations;\nf. sudden changes to the operation of the account; Unusual transactions are transactions whose amount,\ncharacteristics and frequency bear no relation to the economic activity of the customer, exceed normal\nmarket parameters or have no apparent legal justification.\ng. a withdrawal or payment for a large amount;\nh. a payment or series of payments to a new payee;\ni. financial activity that matches a known method of fraud or financial abuse.\nB) organisations should have a process in place to ensure that staff make contact with the customer to verify the financial\nactivity, challenge its authenticity, explain the nature of the suspected or detected","date_sent_to_company":"2024-07-19T23:38:35.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"08807","tags":null,"has_narrative":true,"complaint_id":"9561046","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-07-19T23:25:30.000Z","state":"NJ","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":["Given the variety of similar cases involving various types of scams, you should be acutely aware of this <em>problem</em> for society, but your\nsuperficial (and perhaps convenient) <em>answer</em> to it, simply put, is that blameless victims must be held accountable for their misfortune.\nBecause your argument presumably aims at self-protection rather than the truth, we can have no confidence that your rejection is\nultimately just, fair, or reasonable."]},"sort":[5.127014,"9561046"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":14,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":14}]}},"product":{"doc_count":14,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":3}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile or digital wallet","doc_count":1},{"key":"Virtual currency","doc_count":1}]}},{"key":"Mortgage","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2}]}},{"key":"Vehicle loan or lease","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Lease","doc_count":1},{"key":"Loan","doc_count":1}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CD (Certificate of Deposit)","doc_count":1}]}},{"key":"Credit 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 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":"Payday loan, title loan, or personal loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Payday loan","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}]}}]}},"issue":{"doc_count":14,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Incorrect information on your report","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Information belongs to someone else","doc_count":3}]}},{"key":"Advertising and marketing, including promotional offers","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Confusing or misleading advertising about the credit card","doc_count":1},{"key":"Didn't receive advertised or promotional terms","doc_count":1}]}},{"key":"Managing the loan or lease","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with additional products or services purchased with the loan","doc_count":2}]}},{"key":"Applying for a mortgage or refinancing an existing mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"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":"Fraud or scam","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits or withdrawals","doc_count":1}]}},{"key":"Problem with the payoff process at the end of the loan","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Struggling to pay mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"An existing modification, forbearance plan, short sale, or other loss mitigation relief","doc_count":1}]}},{"key":"Unauthorized transactions or other transaction problem","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":14,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":14}]}},"company_response":{"doc_count":14,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":11},{"key":"Closed with non-monetary relief","doc_count":2},{"key":"Closed with monetary relief","doc_count":1}]}},"submitted_via":{"doc_count":14,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":14}]}},"company":{"doc_count":14,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"AMERICAN HONDA FINANCE CORP","doc_count":2},{"key":"ACS Education Services","doc_count":1},{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":1},{"key":"CNG FINANCIAL CORPORATION","doc_count":1},{"key":"Experian Information Solutions Inc.","doc_count":1},{"key":"FBC MORTGAGE, LLC","doc_count":1},{"key":"Fay Servicing, LLC","doc_count":1},{"key":"GOLDMAN SACHS BANK USA","doc_count":1},{"key":"Merchants and Medical Credit Corporation, Inc.","doc_count":1},{"key":"Paypal Holdings, Inc","doc_count":1},{"key":"TCF NATIONAL BANK","doc_count":1},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":1},{"key":"WELLS FARGO & COMPANY","doc_count":1}]}},"state":{"doc_count":14,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"OH","doc_count":3},{"key":"AZ","doc_count":2},{"key":"FL","doc_count":2},{"key":"AR","doc_count":1},{"key":"CA","doc_count":1},{"key":"GA","doc_count":1},{"key":"IL","doc_count":1},{"key":"MD","doc_count":1},{"key":"NJ","doc_count":1},{"key":"NV","doc_count":1}]}},"company_public_response":{"doc_count":14,"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":4}]}},"tags":{"doc_count":14,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1},{"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":{}}}