{"took":720,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":738,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3504641","_score":18.917795,"_source":{"product":"Debt collection","complaint_what_happened":"Around XX/XX/XXXX I moved into a new place and needed internet service. I chose XXXX as my provider. The technician came and set everything up, however, I immediately started having problems with the internet - it was going in and out every few minutes. I contacted XXXX, they couldn't fix the problem over the phone, so they sent another technician. The technician couldn't find any problems, so he recommended I raise my internet speed and that would fix the problem. I called XXXX   and increased my internet speed, which would also increase my future bills. XXXX   customer service rep told me to give it some time and that it should work. After giving it a week or so, I realized that internet service was not better, the internet connection was still in and out every few minutes. Since I am required to have internet for work and XXXX could not help me, I decided to switch providers. I was assured this would not be an issue, since new customers have a one month to try XXXX free of charge and switch to another provider. When I called XXXX to cancel my service, I specifically asked if i owed them anything and was assured that there would be no bill/no charge, since I was cancelling within a month. I was also told to ignore any bills that might come in for a month I had the service, that they were already generated before I cancelled the service. I did receive on bill that but ignored it as instructed. To my surprise, XXXX reported this amount to a collection agency. I called collection agency, explained what was going on and they were going to look into it. I do not believe I received any further information from them. \nThis is a small amount to argue about, however it is not okay to fool customers telling them they have a month to try their service with no penalty, especially since I wanted XXXX but they could not figure out why my internet was breaking. It is not okay to be told nothing was owed and then charge entire month of service which I couldn't even use. This is the reason why I have not paid this collection amount, as I am sure there are other customers out there who are/were in the same situation and who were taken advantage of. This is why I am disputing and reporting the problem here. Thank you. \nDate of service : around XX/XX/XXXX Date reported : XX/XX/XXXX Amount : {$120.00}","date_sent_to_company":"2020-01-22T08:24:08.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"32746","tags":null,"has_narrative":true,"complaint_id":"3504641","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Franklin Collection Service, Inc.","date_received":"2020-01-22T02:55:24.000Z","state":"FL","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["To my surprise, XXXX reported this amount to a collection <em>agency</em>. I <em>called</em> collection <em>agency</em>, explained what was going on and they were going to look into it. I do not believe I received any further information from them. \nThis is a small amount to argue about, however it is not okay to fool <em>customers</em> telling them they have a month to try their <em>service</em> with no penalty, especially since I wanted XXXX but they could not figure out why my internet was breaking."],"company":["Franklin Collection <em>Service</em>, Inc."],"sub_product":["<em>Other</em> debt"]},"sort":[18.917795,"3504641"]},{"_index":"complaint-public-v1","_id":"16973443","_score":18.249994,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have a business account with Capital One bank for over 5 years, however, I am not able to open a personal account of any kind because the bank says that there is a problem with my SSN. I can open account with any other bank but not Capital One. I have been calling customer service, going to the bank in person with my Real ID and my social security card, contacting the SS office and all the credit agencies. I previously complained about this to the CFPB, and the bank sent a letter on XX/XX/year> that they have confirmed that my SSN is tied to another customer but again, they didnt solve my problem. I tried to call the phone number provided by the bank several times but the automated message said that the agent is not available. I would like the bank to correct their mistake.","date_sent_to_company":"2025-11-02T19:53:40.000Z","issue":"Opening an account","sub_product":"Other banking product or service","zip_code":"11377","tags":null,"has_narrative":true,"complaint_id":"16973443","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-11-02T19:25:49.000Z","state":"NY","company_public_response":null,"sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["I have a business account with Capital One bank for over 5 years, however, I am not able to open a personal account of any kind because the bank says that there is a <em>problem</em> with my SSN. I can open account with any <em>other</em> bank but not Capital One. I have been calling <em>customer</em> <em>service</em>, going to the bank in person with my Real ID and my social security card, contacting the SS office and all the credit <em>agencies</em>."],"sub_product":["<em>Other</em> banking product or <em>service</em>"]},"sort":[18.249994,"16973443"]},{"_index":"complaint-public-v1","_id":"2711004","_score":17.723257,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Because of the Equifax security breach, I set an acct freeze with all credit reporting agencies in XXXX/XXXX/XXXX. I wanted to open an acct at XXXX so I lifted freeze on XXXX on Equifax only because of the fee to lift on both of the other agencies. On XXXX I was denied an acct with XXXX FICO and no negatives on any credit reports because XXXX was unable to view my Equifax credit report-all they could see was the title. I spoke 3 times to their customer service who insisted since there was a hard inquiry, they had access to the report so it was their fault. I tried it again on the XXXX with the same result. Unable to find anything online to submit a complaint to Equifax other than submit something in writing or call customer service whove already proved their incompetence and disbelief 3 times now. Ive sent a 2 page letter to the only other contact address I could find. So now I have two inquiries and 2 denials listed on my credit report and lower XXXX score due to XXXX incompetence. Now I cant trust their lift to work in the future or will have to pay a {$10.00} fee to all the others to ensure I can use the credit Ive been building and protecting for years. They control our financial lives and have NO concern over problems theyve caused. If Id have a choice ... I wouldnt allow them access to my information. They have very poor customer service-their front line will not forward calls to anyone that might have some compassion-I believe its their job responsibility to frustrate callers to get them off the phone. Very frustrating process and feel totally helpless with them.","date_sent_to_company":"2017-10-24T17:54:02.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"76065","tags":null,"has_narrative":true,"complaint_id":"2711004","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-10-24T17:19:29.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I spoke 3 times to their <em>customer</em> <em>service</em> who insisted since there was a hard inquiry, they had access to the report so it was their fault. I tried it again on the XXXX with the same result. Unable to find anything online to submit a complaint to Equifax <em>other</em> than submit something in writing or <em>call</em> <em>customer</em> <em>service</em> whove already proved their incompetence and disbelief 3 times now. Ive sent a 2 page letter to the only <em>other</em> contact address I could find."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with fraud alerts or security freezes"]},"sort":[17.723257,"2711004"]},{"_index":"complaint-public-v1","_id":"8385558","_score":17.689539,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I attempted 7 times to unfreeze my credit file on your website and was unable to do so. I called Experian 5 times and each time, was unsuccessful in reaching a customer service representative. Your website does not have the functionality required for users to unfreeze credit files. The website neither provides consumers with email addresses to send an email nor provides phone numbers to speak with a representative. This is unacceptable as the law requires you to provide consumers with the means with which to communicate with. \nThe reason I attempted to temporarily lift a security freeze is to apply for a new credit card. I painlessly lifted my security freeze with the 2 other credit reporting agencies. One was done online and the other via telephone with a human being that was available to help me. \n\nThis is a formal complaint that I am sending to the Consumer Financial Protection Bureau as you are a consumer agency and have failed to provide the consumer with customer service contact information. Your website does not offer ANY customer service phone numbers other than the main phone number, all of which is automated. The automated options are inadequate and when I requested to speak to a customer service representative the 7 times I called, the automated system indicated there is no specialist to speak with. This is unacceptable and I need my security freeze temporarily lifted. I applied to a credit card and should have been immediately approved ; however, I was not approved and was told that the decision will be made and sent via mail. I previously lifted a security freeze in XX/XX/year> and did not have any problems doing so. I even created a new account with Experian but the system said it could not confirm my identity. \n\nI need this issue resolved immediately so I can continue with my credit card application process.","date_sent_to_company":"2024-02-20T19:18:52.000Z","issue":"Identity theft protection or other monitoring services","sub_product":"Other personal consumer report","zip_code":"78259","tags":"Older American","has_narrative":true,"complaint_id":"8385558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-02-20T19:00:57.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with product or service terms changing"},"highlight":{"complaint_what_happened":["I painlessly lifted my security freeze with the 2 <em>other</em> credit reporting <em>agencies</em>. One was done online and the <em>other</em> via telephone with a human being that was available to help me. \n\nThis is a formal complaint that I am sending to the Consumer Financial Protection Bureau as you are a consumer <em>agency</em> and have failed to provide the consumer with <em>customer</em> <em>service</em> contact information."],"product":["Credit reporting or <em>other</em> personal consumer reports"],"issue":["Identity theft protection or <em>other</em> monitoring services"],"sub_product":["<em>Other</em> personal consumer report"],"sub_issue":["<em>Problem</em> with product or <em>service</em> terms changing"]},"sort":[17.689539,"8385558"]},{"_index":"complaint-public-v1","_id":"3249837","_score":17.616213,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I had my credit frozen with the three credit reporting agencies a couple of years back. Now I have to refinance my auto loan so I call the credit freeze departments of transunion and XXXX, supplied the necessary security info and temporarily unfroze my credit. When I call Experian and started giving them the same info I have given the other two credit agencies Experian started gving me problems on ( XX/XX/19 ) Than the cust rep told me togo on lline and input my personal info, I did, and Experian refuses to give me my pin so that I can temporarily unlock my credit report. Their web page is nopw telling me that I have to send them a copy of my social security card and other pertinent info. All of this unecesary process its going to take about a month. Process that if Experian would have develop anefficient system like XXXX and XXXX this would not be happening.I need to refinance my loan ASAP and Experian is negligently and incompetently not letting me do. After Experian problem on the internet I tried to call customer service and they are not picking up the phone.","date_sent_to_company":"2019-05-22T05:19:55.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"339XX","tags":"Older American","has_narrative":true,"complaint_id":"3249837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-05-22T01:00:24.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["After Experian <em>problem</em> on the internet I tried to <em>call</em> <em>customer</em> <em>service</em> and they are not picking up the phone."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with fraud alerts or security freezes"]},"sort":[17.616213,"3249837"]},{"_index":"complaint-public-v1","_id":"3115980","_score":17.562088,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX went to a Capital One Bank cafe to make a payment to prevent my account from charging off. I place {$30.00} in the machine well I never received a receipt showing that the payment was credited to my account. I went over to tell an ambassador which is there version of a customer service person. I told them about I was told to call Capital One Banks customer service on Monday morning. I called customer service that Monday they told me to go back to the branch its there problem they have nothing to do with the servicing of the machines. I went back to the branch and I was told its an customer service issue. I'm in Massachusetts Capital One Bank dose not have full service branches if they did this most likely would not have happen or it would have been handle better. This is a mini branch inside of XXXX 's XXXX XXXX  they have several locations in the XXXX area. The issue is my account has charged off.Now I owe money on the credit card that is not the issue the issue is the {$30.00} payment to avoid the charge off never posted to my account the machine never printed out a receipt showing that the payment. Now Capital One Bank has sent me to an collection agency. I spoke with XXXX on XX/XX/XXXX I mentioned that there should be security footage for XX/XX/XXXX the day the payment was made a long with the other times I went back to XXXX 's XXXX XXXX.","date_sent_to_company":"2019-01-03T19:22:29.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"02368","tags":null,"has_narrative":true,"complaint_id":"3115980","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2019-01-03T19:03:31.000Z","state":"MA","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I went over to tell an ambassador which is there version of a <em>customer</em> <em>service</em> person. I told them about I was told to <em>call</em> Capital One Banks <em>customer</em> <em>service</em> on Monday morning. I <em>called</em> <em>customer</em> <em>service</em> that Monday they told me to go back to the branch its there <em>problem</em> they have nothing to do with the <em>servicing</em> of the machines. I went back to the branch and I was told its an <em>customer</em> <em>service</em> issue."],"issue":["<em>Problem</em> when making payments"],"sub_issue":["<em>Problem</em> during payment process"]},"sort":[17.562088,"3115980"]},{"_index":"complaint-public-v1","_id":"6913709","_score":17.273716,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been unable to get my Equifax score or updated report online for almost a year. Whenever I try to log in I get an error message of code XXXX  and I am instructed to call Equifax customer service to resolve this. i have tried multiple times to get this fixed and I'm told it is an internal problem and it will be fixed in 10 business days. that has happened multiple times. Other credit reporting agencies also can not get my updated score or history, so they are still reporting my old score from XX/XX/2022. I have had multiple credit applications denied because companies can not get accurate information from Equifax. \ni previously issued a complaint and Equifax said they fixed it, but nothing has changed and the problem still persists.","date_sent_to_company":"2023-05-01T14:47:31.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"97068","tags":"Servicemember","has_narrative":true,"complaint_id":"6913709","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-05-01T14:43:05.000Z","state":"OR","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Whenever I try to log in I get an error message of code XXXX  and I am instructed to <em>call</em> Equifax <em>customer</em> <em>service</em> to resolve this. i have tried multiple times to get this fixed and I'm told it is an internal <em>problem</em> and it will be fixed in 10 business days. that has happened multiple times. <em>Other</em> credit reporting <em>agencies</em> also can not get my updated score or history, so they are still reporting my old score from XX/XX/2022."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"sub_issue":["<em>Other</em> <em>problem</em> getting your report or credit score"]},"sort":[17.273716,"6913709"]},{"_index":"complaint-public-v1","_id":"4001381","_score":17.140036,"_source":{"product":"Mortgage","complaint_what_happened":"I refinanced my loan in XXXX 2020. \nThe first three house payments went through my bank with online banking, no hitch.\n\nThe next SIX payments, ( I'm sure soon be seven ) are RETURNED/Cancelled by LoanDepot. \nMy bank has assured me it is something on their end that has changed. I received a letter dated XXXX that a new payment address as well as a new loan number was issued. Although my banks default with payment address reads that \" they would know about a payment address change before I did, I dutifully called and doublechecked the payment was being sent to the XXXX XXXX, N.J. address. I have spent HOURS on the phone with customer serv. reps that can not help me. I have begged for a supervisor ( s ) to help. The first two times it happened I was assured that everything had been corrected and the problem had been rectified. Not only has it not been rectified, its getting worse. I am in some horrible customer service gerbil wheel that is a series of being put on hold for unreasonable amounts of time only to be transferred ( if it goes through ) for more holding. \nI have begged for supervisors. No one seems to be able to help. In the meantime I'm getting robot calls to call them immediately as my account is past due. All to do it over again. Its bordering on harassment as the customer service department serves as a collection agency. Please CAN YOU HELP ME. I've attached the banking records. \nI've been told I am not the only one that has had this problem from a couple of the customer reps. \nWouldn't you think with all the recorded conversations and the company returning my checks someone would know what to do. Worse customer service EVER. They know of not one other division I might contact, or so they say.","date_sent_to_company":"2020-12-09T20:06:53.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"662XX","tags":"Older American","has_narrative":true,"complaint_id":"4001381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2020-12-09T19:24:45.000Z","state":"KS","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I've been told I am not the only one that has had this <em>problem</em> from a couple of the <em>customer</em> reps. \nWouldn't you think with all the recorded conversations and the company returning my checks someone would know what to do. Worse <em>customer</em> <em>service</em> EVER. They know of not one <em>other</em> division I might contact, or so they say."]},"sort":[17.140036,"4001381"]},{"_index":"complaint-public-v1","_id":"6376034","_score":17.066017,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This complaint is regarding the Comenity Bank XXXX XXXX credit card ending in XXXX. I have made MANY attempts to resolve this issue - several times by telephone, by message, by letter to bank president, by complaint to XXXXXXXX XXXX XXXX. With that in mind, I'll be as brief as possible. \n\n1 ). My first payment was late by two days because XXXX store # XXXX had difficulty processing initial transactions to the account, and I waited for the final corrections to come through. When I saw a XXXX late fee was assessed, I contacted XXXX to request a courtesy credit given the circumstances. A month later, I got another statement that not only did not reflect the original credit I called for in the first place, but added a second XXXX. I called customer service again and was told they couldn't make any changes to a closed account. \n\n2 ). I complained formally to the XXXX XXXX XXXX, only to learn that Comenity Bank is not registered with the XXXX XXXX XXXX \n\n3 ). I received an apology letter from bank president about a completely unrelated issue that XXXX mishandled. \n\n4 ). I wrote a letter to the bank president, which went unanswered.\n\n5 ). I called customer service AGAIN. I spoke with XXXX, in XXXX, on XX/XX/22. She told me the account was never closed, and and agreed to credit the entire balance, to include late fees and any other fees. I asked for her last name, employee ID or some other identifying information in case I had a problem, which she said she could not provide. \n\n6 ). The action promised by customer service in # 5 above was never taken. THE NEXT customer service representative said they had no record of it. Late fees continue to mount and I am being harassed by their collection agency.","date_sent_to_company":"2022-12-29T18:02:19.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"191XX","tags":null,"has_narrative":true,"complaint_id":"6376034","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2022-12-29T17:14:23.000Z","state":"PA","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I <em>called</em> <em>customer</em> <em>service</em> AGAIN. I spoke with XXXX, in XXXX, on XX/XX/22. She told me the account was never closed, and and agreed to credit the entire balance, to include late fees and any <em>other</em> fees. I asked for her last name, employee ID or some <em>other</em> identifying information in case I had a <em>problem</em>, which she said she could not provide. \n\n6 ). The action promised by <em>customer</em> <em>service</em> in # 5 above was never taken. THE NEXT <em>customer</em> <em>service</em> representative said they had no record of it."],"sub_issue":["<em>Problem</em> with fees"]},"sort":[17.066017,"6376034"]},{"_index":"complaint-public-v1","_id":"2142011","_score":16.880676,"_source":{"product":"Credit card","complaint_what_happened":"I paid my Macy 's credit card in full on XXXX XXXX, 2016. I also closed my account, requested and received a letter confirming this. On my XXXX 2016 statement, they showed my payment in full zeroing out the account, but they then assessed a finance charge of e of {$13.00}. On the XXXX XXXX statement, they assessed another {$2.00} fee, now totaling charges of {$15.00}. On the XXXX 2016 statement, they charged a {$17.00} fee, bringing the total to {$33.00}. I called on XXXX XXXX and asked that the total charges of {$33.00} be removed and a zero balance letter be sent to me. She assured me my balance was {$0.00}, and I received a copy of the zero letter. I checked my account on XXXX XXXX, 2016, and I still have a balance of {$19.00}. I called XXXX XXXX and was told they would remove the {$19.00} to zero out my account. I received the employee 's id # and name. I forgot to mention that they had a credit collection agency call and try to collect this amount from me. I have never had a collection agency call me, and I was very upset about this. I believe this is very poor customer service. I paid off several other accounts when I paid Macy 's off, and had no problems. I cancelled this card because of the poor customer service.","date_sent_to_company":"2016-10-01T21:33:24.000Z","issue":"Closing/Cancelling account","sub_product":null,"zip_code":"80921","tags":null,"has_narrative":true,"complaint_id":"2142011","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2016-10-01T21:33:23.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I forgot to mention that they had a credit collection <em>agency</em> <em>call</em> and try to collect this amount from me. I have never had a collection <em>agency</em> <em>call</em> me, and I was very upset about this. I believe this is very poor <em>customer</em> <em>service</em>. I paid off several <em>other</em> accounts when I paid Macy 's off, and had no <em>problems</em>. I cancelled this card because of the poor <em>customer</em> <em>service</em>."]},"sort":[16.880676,"2142011"]},{"_index":"complaint-public-v1","_id":"13291175","_score":16.805666,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a premier  account with Equifax. $ XXXX. Had it for 20+ years. Attempted login XX/XX/XXXX to check current report and score. Unable to login. Website would indicate all okay, but no access. Fearful they had been hacked again, I clicked to reset password. Received confirmation reset successful. Used new password, Still can not access. Tried resetting again. Ultimately received a box stating they had locked my access for failed attempts. Only resolution to call customer service. It is offshore. I called XX/XX/XXXX. I was told my issue was escalated and I would receive an email in 2-3 hours. No email. No resolution, still locked out, 2 days later XX/XX/XXXX, I tried access again. Same result. Called again. Per their instructions I cleared my cache and used incognito. Nothing. Told they had problems and it was escalated. Tried again XXXX. Same result. Now 5 days later no email, no access. I have tried with XXXX different browsers on 3 different devices. I have my credit frozen. Without access I can not unfreeze. Im paying $ XXXX for a service I can not access. Besides all of this, I can not get my guaranteed free credit report. A quick internet search details this is a common issue with Equifax impacting thousands of people. How can a credit service tasked with such an important job not provide access required by law? How can Equifax continue to bill me for a service I can not access? I have now spent 10 hours trying to gain access via a non functioning login and an offshore XXXX customer service that really doesnt care. FYI, I do NOT have any problems accessing the other credit reporting agencies. They are fully functional.","date_sent_to_company":"2025-05-02T00:45:15.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"75231","tags":null,"has_narrative":true,"complaint_id":"13291175","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-05-02T00:04:22.000Z","state":"TX","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["I have now spent 10 hours trying to gain access via a non functioning login and an offshore XXXX <em>customer</em> <em>service</em> that really doesnt care. FYI, I do NOT have any <em>problems</em> accessing the <em>other</em> credit reporting <em>agencies</em>. They are fully functional."],"product":["Credit reporting or <em>other</em> personal consumer reports"],"sub_issue":["<em>Other</em> <em>problem</em> getting your report or credit score"]},"sort":[16.805666,"13291175"]},{"_index":"complaint-public-v1","_id":"10662710","_score":16.790457,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"1. I was trying to unfreeze my account to secure a new credit card.\n\n2. I was able to get this done with the other accreditation agencies with the exception of Experian. I was simply not able to login to my online account.\n\n3. The automated service provided links to fix the problem, but nothing worked. \nXXXX. I tried several time to speak to an agent by calling their phone numbers provided ( XXXX, XXXX, XXXX ) and ended up with the automated system with no option to talk to an agent. I spent over three hours trying to address this issue by calling the different numbers listed above and getting same results.\n\n5. My phone record would show that I called during the week and during normal business hours.\n\n6. Again, none of the information provided by the automated system worked. At the same time, the automated system does not provide an option to speak to an agent, they simply hangup.\n\n7. This process should not be that difficult. The other two agencies provide direct support through an agent if needed.\n\n8. I was informed that the credit card will not be approved until I get this issue resolved.\n\nExperian must provide consumer support in cases where the automated system does not work. Other agencies do it to support their customers. \n\nThanks for your support! \nFrustrated Experian Customer","date_sent_to_company":"2024-11-02T17:07:56.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"80228","tags":null,"has_narrative":true,"complaint_id":"10662710","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-11-02T16:36:08.000Z","state":"CO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Other</em> <em>agencies</em> do it to support their <em>customers</em>. \n\nThanks for your support! \nFrustrated Experian <em>Customer</em>"],"product":["Credit reporting or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with fraud alerts or security freezes"]},"sort":[16.790457,"10662710"]},{"_index":"complaint-public-v1","_id":"3470221","_score":16.672955,"_source":{"product":"Debt collection","complaint_what_happened":"Hello, This happened multiple times with XXXX. They send a debt collection even when the account has been closed. I have called them and made sure my account had no balance before closing the account. I then received a debt collection notice. I disputed the collection from an agency and it was approved with XXXX. XXXX then sent the collection to another agency and reported it on XXXX this time. I went in one of their stores and made sure I had no previous balance. However, XXXX keeps sending debt collections. I have spoken with other past customers and apparently it is a running problem with them. They steal from people. I attached the past dispute I had resolved, and again I have a new one years after. I do not even have XXXX services.","date_sent_to_company":"2020-01-07T14:14:00.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"33311","tags":null,"has_narrative":true,"complaint_id":"3470221","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Convergent Resources, Inc.","date_received":"2019-12-17T16:20:22.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt was paid"},"highlight":{"complaint_what_happened":["I have <em>called</em> them and made sure my account had no balance before closing the account. I then received a debt collection notice. I disputed the collection from an <em>agency</em> and it was approved with XXXX. XXXX then sent the collection to another <em>agency</em> and reported it on XXXX this time. I went in one of their stores and made sure I had no previous balance. However, XXXX keeps sending debt collections. I have spoken with <em>other</em> past <em>customers</em> and apparently it is a running <em>problem</em> with them."],"sub_product":["<em>Other</em> debt"]},"sort":[16.672955,"3470221"]},{"_index":"complaint-public-v1","_id":"11254394","_score":16.561386,"_source":{"product":"Checking or savings account","complaint_what_happened":"Early this year, on Friday, XXXX XX/XX/year>, I tried to withdraw money from ATM machine in XXXX XXXX XXXX XXXX XXXX in XXXX - XXXX ), there were two ATM machines one next to the other, one from XXXXXXXX XXXX XXXXXXXX and the other from XXXX XXXX XXXX. My first intent was with XXXXXXXX XXXX XXXXXXXX ATM, I tried twice and didn't receive the money, only a message on the screen then I tried once with the second ATM machine from XXXX XXXX XXXX and didn't receive the money neither just a message on the screen that transaction couldn't be performed. I had immediately called to customer service of XXXXXXXX XXXX XXXXXXXX ( ATM machine in XXXXXXXX XXXX XXXXXXXX ) and XXXX XXXX XXXX and they said when that happens the funds will be refunded between in the next 48 business hours so I waited will Monday, XX/XX/XXXX since the funds were never refunded, I went to one of the agencies of XXXXXXXX XXXX XXXXXXXX in XXXX XXXX XXXX XXXX and a lady from customer service said that there is no problem reported with the ATM machine that I can withdraw money without problem so I tried one more time to get {$100.00} and again the transaction was denied but funds for the amount of {$100.00} were taken from my savings account with Wellsfargo. On Tuesday, XXXX XXXX immediately after my return to NY, I went to nearest Wellsfargo agency to open a claim in person. I also submitted a claim online. I have received letters from the bank and CFPB that my case was closed but months later I have only received an envelope with a check only for just {$200.00} and I still missing the other {$200.00}. Please help to recover the money. \nSincerely, XXXX XXXX","date_sent_to_company":"2024-12-24T01:42:57.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10562","tags":null,"has_narrative":true,"complaint_id":"11254394","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-12-24T01:18:06.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I had immediately <em>called</em> to <em>customer</em> <em>service</em> of XXXXXXXX XXXX XXXXXXXX ( ATM machine in XXXXXXXX XXXX XXXXXXXX ) and XXXX XXXX XXXX and they said when that happens the funds will be refunded between in the next 48 business hours so I waited will Monday, XX/XX/XXXX since the funds were never refunded, I went to one of the <em>agencies</em> of XXXXXXXX XXXX XXXXXXXX in XXXX XXXX XXXX XXXX and a lady from <em>customer</em> <em>service</em> said that there is no <em>problem</em> reported with the ATM machine that I can withdraw money without"],"sub_issue":["<em>Problem</em> using a debit or ATM card"]},"sort":[16.561386,"11254394"]},{"_index":"complaint-public-v1","_id":"6485166","_score":16.516623,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been unable to get my Equifax score or updated report online for almost a year. Whenever I try to log in I get an error message of code XXXX and I am instructed to call Equifax customer service to resolve this. i have tried multiple times to get this fixed and I'm told it is an internal problem and it will be fixed in 10 business days. that has happened multiple times. \nOther credit reporting agencies also can not get my updated score or history, so they are still reporting my old score from XX/XX/2022. I have had multiple credit applications denied because companies can not get accurate information from Equifax.","date_sent_to_company":"2023-01-25T14:46:47.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"97068","tags":"Servicemember","has_narrative":true,"complaint_id":"6485166","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-01-25T14:35:33.000Z","state":"OR","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Whenever I try to log in I get an error message of code XXXX and I am instructed to <em>call</em> Equifax <em>customer</em> <em>service</em> to resolve this. i have tried multiple times to get this fixed and I'm told it is an internal <em>problem</em> and it will be fixed in 10 business days. that has happened multiple times. \n<em>Other</em> credit reporting <em>agencies</em> also can not get my updated score or history, so they are still reporting my old score from XX/XX/2022."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"sub_issue":["<em>Other</em> <em>problem</em> getting your report or credit score"]},"sort":[16.516623,"6485166"]},{"_index":"complaint-public-v1","_id":"6831869","_score":16.391924,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XXXX I submitted to my Mortgage Servicer, XXXX, my letter from the VA granting 100 % XXXX rating, and an amended Property tax bill from the XXXX XXXX XXXX Treasurer, showing XXXX property taxes on my residence. From XX/XX/XXXX until XXXX of XXXX XXXX refused to correct my monthly Mortgage Statement, and misappropriated my Mortgage Payment to provide {$200.00} to the escrow account to pay nonexistant property taxes. In addition they then listed a late payment and posted non payment of Mortgage payment to the credit reporting agencies. XXXX tranferred mortgage servicing to XXXXllage Capital who has continued this same practice. Both Mortgage servicers continue these practices despite at least 50 calls to Customer Service and letters to their different complaint departments and legal offices. Village capital continues to send foreclosure notices and and other 'lossmit ' paperwork and refuses to conduct a back two year audit to fix the problem. \nI also identified violations of both under the XXXXXXXX XXXX statutes.","date_sent_to_company":"2023-04-12T20:44:13.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"92277","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"6831869","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Village Capital & Investment LLC","date_received":"2023-04-12T20:17:49.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In addition they then listed a late payment and posted non payment of Mortgage payment to the credit reporting <em>agencies</em>. XXXX tranferred mortgage <em>servicing</em> to XXXXllage Capital who has continued this same practice. Both Mortgage <em>servicers</em> continue these practices despite at least 50 <em>calls</em> to <em>Customer</em> <em>Service</em> and letters to their different complaint departments and legal offices."]},"sort":[16.391924,"6831869"]},{"_index":"complaint-public-v1","_id":"3770084","_score":16.372646,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Oh boy, where to start. \n\nInitially, my husband and I realized credit fraud had happened when I tried to co-sign on a loan application with my son. I was turned down based on my credit report that showed a credit card had been opened in my name with US Bank, I believe in XXXX, 2019, with a charge and balance of {$13000.00}. ( I am not certain if this was a single charge or multiple charges ). The card appears to have been issued by XXXX XXXX, but again, I am not certain how XXXX fits into this complaint. \n\nUnfortunately, I do not have exact dates or the number of times I attempted to call the different agencies or businesses involved, but to give you an idea of the madness, I have literally written down 15 different phone numbers to the four primary players ( XXXX, XXXX, XXXX and US Bank ) I was given to try and resolve this issue. Online websites to these four provided even more numbers. At one point I was told by US Bank to call the collection agency because the matter had been turned over to them adding a fifth company. The collection agency was much more helpful and cooperative than US Bank has ever been but was essentially told that I needed to resolve this with US Bank. \n\nBut US Bank does not seem to care. When you think about it, I am not only trying to restore my credit but help the bank recover $ 13k dollars and at least try and prosecute the perpetrator so he/she will not continue their evil ways. \n\nPart of my problem in getting this resolved is that I work full-time and do not have the time at work to resolve the issue especially in dealing with this extremely time-consuming bureaucratic nightmare. Also, it has been impossible for me to fully understand the issues and resolve this fraudulent matter myself, so I enlisted my husbands help who in turn has spent countless hours trying to figure out the details. Something so simple has morphed into an endless cycle with \" Customer Service '' representatives who have forgotten why they were hired. \n\nTo resolve the problem, US Bank told us they were available 24-7 so we should contact them during hours when I am not at work. So we called during non-business hours, reported the problem and asked US Bank to please allow my husband to be added and authorized to represent myself because I not only trusted him in such matters but knew that I did not have the time or patience to resolve this on my own especially given the absurd run-around primarily by US Bank. It is worth noting that on one of many conversations with US Bank, we were told that they would be sending out some sort of paper work to further identify the charges and I supposed to be a form we could fill out to file an official complaint and inquiry and add my husband as an authorized agent on my behalf. Never received anything. \n\nMore than two weeks later, my husband called US Bank again. The Customer Service agent told my husband they would have to speak to my wife since the account was in her name. After explaining that we had already tried that and were led to believe US Bank had already added my husband as an authorized person when I spoke to them several days prior, my husband continued the dialogue initially in a pleasant but firm manner. The Customer Service agent eventually hung up on my husband. On the 2nd call he was not as courteous and admittedly berated the agent ( after initially trying to cordially explain our problem ) and was hung up on by the Customer Service agent a 2nd time. ( Keep in mind, this is after numerous calls and exchanges with US Bank Customer Service Representatives. \n\nOur problem ( both myself and my husband ) is that this account and fraudulent charge had nothing to do with either of us. IT WAS FRAUD and yet we feel we have been treated by US Bank as the criminal, unwilling to offer reasonable help and direction. US Bank and their Customer Service agents have been rude and frankly incompetent to listen and think outside the box of their standard legalistic rules. My husband in trying to resolve this was not requesting any personal information about me, the credit card number or any other information that could have been used against me even if we were not married. He was not asking for anything that could make the situation worse, but desperately tried to make US Bank understand that our attempt to clear up the matter was in ours and US Banks best interest. \n\nWe simply needed HELP from CUSTOMER SERVICE REPRESENTATIVES to correct a wrong. But because US Bank does not have representatives who have the ability to consider the entirety of each situation on its own merit and could not think out of the box beyond their own inept and limited rules, we continue to struggle to have someone from US Bank act as if they care about FRAUD or anyone else other than the criminals rather than innocent potential customers. We requested many times to escalate this to someone else willing to listen, but their way of handling Customer Service was to hang up. \n\nI would like to know how someone can apply for and be issued a credit card so easily. Are there not checks and balances to thoroughly vet and investigate your applicants without a picture or something else proving they are who they say they are? No wonder there is so much FRAUD in the industry. \n\nThe bottom line is again I need assistance from US Bank to resolve this matter and recommend changes to your policies and perhaps additional training to your \" Customer Support '' agents in dealing with FRAUD. A little bit of effort from your investigative FRAUD department may boost your profits by {$13000.00} with maybe 2-3 hours of investigation. Pretty good return I'd say. \n\nPlease make immediate arrangements to add my husband, XXXX XXXX as my authorized agent in resolving this matter and taking whatever action is necessary to dismiss this charge from your records within 30 days from the date of this notice or I will have no choice but to retain legal counsel and pursue all remedies and recourse as allowed by the governing states and agencies of both Texas and Minnesota. \n\nYou should be ashamed the way your company has so unwillingly handled and offered Customer Assistance to resolve what should have been a very simple matter.","date_sent_to_company":"2020-07-29T17:28:51.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75228","tags":null,"has_narrative":true,"complaint_id":"3770084","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2020-07-29T17:10:44.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["On the 2nd <em>call</em> he was not as courteous and admittedly berated the agent ( after initially trying to cordially explain our <em>problem</em> ) and was hung up on by the <em>Customer</em> <em>Service</em> agent a 2nd time. ( Keep in mind, this is after numerous <em>calls</em> and exchanges with US Bank <em>Customer</em> <em>Service</em> Representatives. \n\nOur <em>problem</em> ( both myself and my husband ) is that this account and fraudulent charge had nothing to do with either of us."],"issue":["<em>Problem</em> with a purchase shown on your statement"]},"sort":[16.372646,"3770084"]},{"_index":"complaint-public-v1","_id":"3492112","_score":16.327,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have tried to get my free annual credit score from Experian for the past two weeks, but I have been unsuccessful. I have tried to request the credit report online, by mail, and by phone, but none of these methods have been successful. Experian can not tell me why I can not access my credit score, nor can they fix it. Also, the customer service seems to have a habit of making promises they have no intention to keep. For example, after several hours on the phone, a service agent \" escalated '' my case because she could not fix the problem. When I called the next day, still unable to get my credit score, the new agent told my that my case was marked as \" resolved '' and closed. But nothing was fixed. Now I am on the phone with them again and they still do not know why they can not access my account. I haven't had any such problems with the other two credit reporting agencies. Experian is a highly dysfunctional organization that has no right holding so much power over regular citizens.","date_sent_to_company":"2020-01-10T21:38:25.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"77043","tags":null,"has_narrative":true,"complaint_id":"3492112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2020-01-10T21:17:49.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["I haven't had any such <em>problems</em> with the <em>other</em> two credit reporting <em>agencies</em>. Experian is a highly dysfunctional organization that has no right holding so much power over regular citizens."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"sub_issue":["<em>Problem</em> getting your free annual credit report"]},"sort":[16.327,"3492112"]},{"_index":"complaint-public-v1","_id":"1932353","_score":16.189566,"_source":{"product":"Credit reporting","complaint_what_happened":"I was notified of an unpaid collections of XXXX $ from XXXX dating back to XXXX XXXX for the first time in XXXX of XXXX. The person whom notified me was the broker trying to approve my home loan on the purchase of my first home. I do not have any Debt and have been a Customer who has always paid on time for Services or any other product. The day I found out about the unpaid collection, I called XXXX and paid the XXXX $ 's. The Customer Service agent was unable to tell me what the outstanding amount was for but did let me know the Collection will no longer be showing on my Credit Report at all ( Paid or Unpaid ). I found a home in XXXX of XXXX and had my broker run my Credit Score to lock in my interest rates for my home loan, the Collection was still there. From the beginning of XXXX until now ( XXXX XXXX XXXX ), I have called XXXX over 30 times to get this issue resolved and off of my credit report. Their Customer Service has submitted and routed XXXX XXXX XXXX numbers incorrectly. Each Ticket # takes 30 days to process ; therefore, every new ticket # is starting my problem back to Day 1. I spoke with a colleague on my issue and he was able to give a phone number for a XXXX XXXX in which escalates your issue. On XXXX XXXX I submitted an Electronic Ticket ( XXXX # ) through this hotline in hopes of XXXX contacted the Credit Bureaus to get the Collections notice off of my Credit Report. This ticket # is listed as resolved in their Customer Service Database, XXXX informed me they contacted Experian and XXXX to take this off of my report ; however, the existing problem is not resolved. XXXX will not give me any supporting documents where they have contacted these credit agencies and they also notified me it will take up to 60 more days. After contacting XXXX Customer Service multiple times, submitting XXXX Resolution Requests, speaking with their Internal Credit Department, Billing, XXXX XXXX XXXX, and their Escalation department, I am stuck with dealing with a bad and erroneous Credit Score. Each month I will be paying XXXX $ 's more in interest on my home loan because of this. I was patient and understanding but now I am hopeless and mad. This issue should of been resolved in XXXX if it ever was an issue to begin with. Now I will be haunted with this issue every month for 30 years.","date_sent_to_company":"2016-05-19T16:00:56.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"77019","tags":null,"has_narrative":true,"complaint_id":"1932353","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2016-05-19T16:00:55.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status"},"highlight":{"complaint_what_happened":["I do not have any Debt and have been a <em>Customer</em> who has always paid on time for <em>Services</em> or any <em>other</em> product. The day I found out about the unpaid collection, I <em>called</em> XXXX and paid the XXXX $ 's. The <em>Customer</em> <em>Service</em> agent was unable to tell me what the outstanding amount was for but did let me know the Collection will no longer be showing on my Credit Report at all ( Paid or Unpaid )."]},"sort":[16.189566,"1932353"]},{"_index":"complaint-public-v1","_id":"6448371","_score":16.177023,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"We received your complaint. Thank you. \nWe will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. \nYOUR COMPLAINT Today I am taking action by filing this complaint regarding my XXXX XXXX that is financed through Barclay 's bank. The first thing I noticed is that Barclay 's took over the XXXX XXXX and didn't inform us. Barclay 's did not alert us. I have the majority of my credit card bills physically mailed to me, so when they took over they had to have switched to e-bill without my consent and I missed two payments because the bills were not physically mailed to us. I called customer service and they set me up on one of their programs for three months which was supposed to prevent me from getting fined for late payments. Apparently, this customer representative also added in a clause that I would pay approximately {$150.00} per month- this was done without my consent but I did consent to the program he offered. This representative also waived the late fees ( I think ) because we've consistently been charged as late payment and have received late fee charges. For the next 3 months, I received monthly statements that said I was late in my payments when in fact I had paid {$300.00} in one month. There were several other unexplainable discrepancies so I called customer service. While talking to customer service, I realized while looking at my bill that Barclay 's has been charge me double interest!!! Customer service said she would have a manager or supervisor call me regarding this problem. To this day I haven't spoken to any representative. I did receive a letter in the mail stating that they were aware that I had concerns about my account and that I should called customer service again to address my concerns. THAT'S IT","date_sent_to_company":"2023-01-17T21:55:55.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"6448371","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BARCLAYS BANK DELAWARE","date_received":"2023-01-17T21:50:46.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["There were several <em>other</em> unexplainable discrepancies so I <em>called</em> <em>customer</em> <em>service</em>. While talking to <em>customer</em> <em>service</em>, I realized while looking at my bill that Barclay 's has been charge me double interest!!! <em>Customer</em> <em>service</em> said she would have a manager or supervisor <em>call</em> me regarding this <em>problem</em>. To this day I haven't spoken to any representative."]},"sort":[16.177023,"6448371"]},{"_index":"complaint-public-v1","_id":"2681305","_score":16.152832,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My credit score with Equifax is XXXX points different than my scores with the other bureaus, a situation that has persisted for the last two years, and I suspect there is some technical problem ( like a computer problem, or something that needs to be \" refreshed. \" ). The result has been that creditors that use Equifax to evaluate my creditworthiness, including XXXX, have reduced my available credit ( XXXX and XXXX XXXX did this ), cancelled my account ( XXXX XXXX XXXX XXXX XXXX did this ) or denied me credit ( XXXX did this ). In turn, the reduction in credit ( called \" chasing the balance '' ) makes it appear as though I have \" maxed out '' my credit and hampers my score on all the credit bureaus. After extensive discussion with XXXX I was instructed by XXXX to contact Equifax and \" dispute the score. '' Although I explained that I had never heard of \" disputing a score '' XXXX customer service insisted that was the option I had. When I tried to do so Equifax customer service told me that 1 ) I can not dispute \" the score, '' and 2 ) to contact XXXX and dispute the score with them internally. Equifax customer service also repeatedly attempted to sell me credit monitoring in response to my concerns - but I explained to them that I already have two credit monitoring services and was trying to reconcile why I had such a major score discrepancy despite not seeing significant differences as among the various reporting  agencies. I followed up with XXXX and was told by customer service that I could dispute the score with XXXX but had to write a letter. I did so. But the reply I received made no sense. When I explained this to XXXX customer service I got the continuing proverbial \" run around '' to contact Equifax. The reason I think there is a technical ( computer ) problem with my score calculation is evidenced by the \" reasons '' that get listed on credit denials ( I am providing one as an example ). All the \" reasons '' at Equifax have periodically changed the last two years except one - the last one that says \" Time since oldest account opened is too recent. '' My oldest reporting ( and active account ) is XXXX XXXX XXXX and is from XX/XX/XXXX I repeatedly asked Equifax customer service why I was seeing this statement as a reason for negative credit decisions despite having an account reporting from XX/XX/XXXXand they could not provide an answer ( instead they kept suggesting credit monitoring ).","date_sent_to_company":"2017-09-21T23:56:45.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"94577","tags":null,"has_narrative":true,"complaint_id":"2681305","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2017-09-21T23:19:19.000Z","state":"CA","company_public_response":null,"sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["My credit score with Equifax is XXXX points different than my scores with the <em>other</em> bureaus, a situation that has persisted for the last two years, and I suspect there is some technical <em>problem</em> ( like a computer <em>problem</em>, or something that needs to be \" refreshed. \" )."],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"]},"sort":[16.152832,"2681305"]},{"_index":"complaint-public-v1","_id":"8769029","_score":16.118439,"_source":{"product":"Mortgage","complaint_what_happened":"I've previously filed a complaint with the CFPB about freedom mortgage. My complaint ID was XXXX. The prior issue was that the company never set up my online account, and I was unable to access my online account with the information that I had. The company responded to the CFPB complaint and made it sound as if I had failed to follow all of their instructions. That was incorrect. However, I was able to resolve the issue by talking over the phone with a customer service representative : they provided me with the information I needed to access my account information online, which included a social security number that was not associated with any of the mortagees listed on the mortgage or on the title to the property. Now, the problem is that my account was and still is registered under someone else 's social security number. The customer service representative previously gave me this other social security number over the phone so that I could create my account and create a new password. They did not provide me with any way to correct the error and ensure that the account was linked to the correct ( my ) social security number. Now, I have misplaced the social security number linked to my account, and I appear to have forgotten my password. I have no way to access my account, and I can not even call into their customer service line because when I call in, the system recognizes my phone number as linked to my account and asks me to enter the last XXXX digits of a social security number that isn't mine. I am unable to access my account or retrieve my account information to reset my password with my own social security number. Again, I think consumers need to be able to have some agency to switch the servicer of their loans if they are not provided adequate customer service.","date_sent_to_company":"2024-04-15T01:40:05.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"97206","tags":null,"has_narrative":true,"complaint_id":"8769029","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2024-04-15T01:20:58.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Again, I think consumers need to be able to have some <em>agency</em> to switch the <em>servicer</em> of their loans if they are not provided adequate <em>customer</em> <em>service</em>."]},"sort":[16.118439,"8769029"]},{"_index":"complaint-public-v1","_id":"3025361","_score":16.08702,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, Let me start by saying I have been severely wronged by TJMAXX as well as the 3 main credit score reporting companies. I can not provide dates or paperwork because the delinquent charges that has been subscribed to me by TJMAXX are fabrications. I paid TJMAXX each month on time except during my first payment because my sister went into a XXXX and died and I was devastated. After that each payment was on time. TJMAXX continuously refunded my payments back to my bank account, sometimes, two to three months after I had already made the payment or new purchases. I have no statements for evidence because I never received a late payment statement because my payments were never late until several months later would recieve large late payment fees that did not coincide with my payments. However, TJMAXX would continue to refund my payments with sufficient money in my bank account, with the correct account number, and without informing me. I would call to make the payment I would have a late fee. I didn't understand what was going on so I kept paying it realizing that my bill was becoming greater than original purchase price made. Finally, three consecutive payments were refunded to my account. Repeated phone records will show that I contacted TJMAXX over and over again about this problem. They could not explain why they were refunding my money and removed the late fees for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX my payment went through sucessfully. I made a payment XX/XX/XXXX,XX/XX/XXXX, and then I received a letter, in XX/XX/XXXX, stating that I had been deferred to a collection agency. I was livid. Recorded call will once again show that TJMAXX admitted that they received payments and sent them back to my account for no known reason. I explained that I was sick of this problem, that they only had payment by phone and not in store so it was imperative that they correct this problem that I had since I opened the account and that in XX/XX/XXXX TJMAXX assured me that that was the last time it would happen the problem had been resolved. They refunded most of my late payments and apologized. I paid off the account in full because I was tired of this problem that had been going on for 6 months. I asked that they correct all damage to my credit score. They informed me that a separate department did that and gave me a phone number. I called the phone number several times, left messages, and received no response. I called TJMAXX three more times after that. While they empathized with my problem they provided no solution ( other than their credit service line who was not returning my calls ). After paying them in one lump sum ( which I do not recommend ) they added insult to injury and closed my account due to deliquency ( this is why I do not recommend it ). Delinquency. Deliquency that they they were the source of through poorly managing my account and many other meaner phrases I can think of. They messed up my credit score and when I reported it to the credit bureaus they did not rectify it. It is bad enough to make your own credit mistakes but when a company does it and refuses to fix it it is abuse of the customer. TJMAXX does awful business. They do not offer communication with the customer or return calls in the credit dept. They have departments set up in different places that do not communicate with each other therefore rendering customer service powerless. They made huge mistakes in my account and are still unable to explain why. If it is TRUE and I had been late several times why was I able to shop in the store with several months deliquency? Why did I contact customer service so many times about the same problem? Why did it take so long to send a late statement? ( It is because TJMaxx allowed me to pay them for two or three months at a time and then suddenly refunded those two to three payments in one lump sum ). Why would you correct delinquency in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX but not XX/XX/XXXX-XX/XX/XXXX? Why did you company refund me several hundred dollars in late fees? I will tell you why! Because I was cheated by your company, the mistake was on your end and your end alone. And you messed up my credit score with your irresponsibility, lack of respect for the customer, and lack of accountability for your awful mistakes. If I had foresight I would have never opened an account with you. You ruined my credit for a few throw pillows. This is terrible.","date_sent_to_company":"2018-09-21T05:11:18.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"07208","tags":null,"has_narrative":true,"complaint_id":"3025361","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2018-09-21T00:09:56.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["They have departments set up in different places that do not communicate with each <em>other</em> therefore rendering <em>customer</em> <em>service</em> powerless. They made huge mistakes in my account and are still unable to explain why. If it is TRUE and I had been late several times why was I able to shop in the store with several months deliquency? Why did I contact <em>customer</em> <em>service</em> so many times about the same <em>problem</em>? Why did it take so long to send a late statement?"],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"],"sub_issue":["<em>Their</em> investigation did not fix an error on your report"]},"sort":[16.08702,"3025361"]},{"_index":"complaint-public-v1","_id":"3025366","_score":16.084658,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hello, Let me start by saying I have been severely wronged by XXXX   as well as the 3 main credit score reporting companies. I can not provide dates or paperwork because the delinquent charges that has been subscribed to me by XXXX are fabrications. I paid XXXX each month on time except during my first payment because my sister went into a XXXX and died and I was devastated. After that each payment was on time. XXXX continuously refunded my payments back to my bank account, sometimes, two to three months after I had already made the payment or new purchases. I have no statements for evidence because I never received a late payment statement because my payments were never late until several months later would recieve large late payment fees that did not coincide with my payments. However, XXXX would continue to refund my payments with sufficient money in my bank account, with the correct account number, and without informing me. I would call to make the payment I would have a late fee. I didn't understand what was going on so I kept paying it realizing that my bill was becoming greater than original purchase price made. Finally, three consecutive payments were refunded to my account. Repeated phone records will show that I contacted XXXX over and over again about this problem. They could not explain why they were refunding my money and removed the late fees for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX my payment went through sucessfully. I made a payment XX/XX/XXXX, XX/XX/XXXX, and then I received a letter, in XX/XX/XXXX, stating that I had been deferred to a collection agency. I was livid. Recorded call will once again show that XXXX   admitted that they received payments and sent them back to my account for no known reason. I explained that I was sick of this problem, that they only had payment by phone and not in store so it was imperative that they correct this problem that I had since I opened the account and that in XX/XX/XXXX XXXX assured me that that was the last time it would happen the problem had been resolved. They refunded most of my late payments and apologized. I paid off the account in full because I was tired of this problem that had been going on for 6 months. I asked that they correct all damage to my credit score. They informed me that a separate department did that and gave me a phone number. I called the phone number several times, left messages, and received no response. I called XXXX three more times after that. While they empathized with my problem they provided no solution ( other than their credit service line who was not returning my calls ). After paying them in one lump sum ( which I do not recommend ) they added insult to injury and closed my account due to deliquency ( this is why I do not recommend it ). Delinquency. Deliquency that they they were the source of through poorly managing my account and many other meaner phrases I can think of. They messed up my credit score and when I reported it to the credit bureaus they did not rectify it. It is bad enough to make your own credit mistakes but when a company does it and refuses to fix it it is abuse of the customer. XXXX does awful business. They do not offer communication with the customer or return calls in the credit dept. They have departments set up in different places that do not communicate with each other therefore rendering customer service powerless. They made huge mistakes in my account and are still unable to explain why. If it is TRUE and I had been late several times why was I able to shop in the store with several months deliquency? Why did I contact customer service so many times about the same problem? Why did it take so long to send a late statement? ( It is because TJMaxx allowed me to pay them for two or three months at a time and then suddenly refunded those two to three payments in one lump sum ). Why would you correct delinquency in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX but not XX/XX/XXXX-XX/XX/XXXX? Why did you company refund me several hundred dollars in late fees? I will tell you why! Because I was cheated by your company, the mistake was on your end and your end alone. And you messed up my credit score with your irresponsibility, lack of respect for the customer, and lack of accountability for your awful mistakes. If I had foresight I would have never opened an account with you. You ruined my credit for a few throw pillows. This is terrible.","date_sent_to_company":"2018-09-21T05:11:26.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"07208","tags":null,"has_narrative":true,"complaint_id":"3025366","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-09-21T01:11:23.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["They have departments set up in different places that do not communicate with each <em>other</em> therefore rendering <em>customer</em> <em>service</em> powerless. They made huge mistakes in my account and are still unable to explain why. If it is TRUE and I had been late several times why was I able to shop in the store with several months deliquency? Why did I contact <em>customer</em> <em>service</em> so many times about the same <em>problem</em>? Why did it take so long to send a late statement?"],"product":["Credit reporting, credit repair services, or <em>other</em> personal consumer reports"],"issue":["<em>Problem</em> with a credit reporting company's investigation into an existing <em>problem</em>"],"sub_issue":["<em>Their</em> investigation did not fix an error on your report"]},"sort":[16.084658,"3025366"]},{"_index":"complaint-public-v1","_id":"7475861","_score":16.080868,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On [ XX/XX/23 ], I reached out to a customer service representative at Fortiva, because I was having issues with my portal. They processed the payment for me and stated that she would take care of a late fee and the account. I asked her throughout the call several times if because I have issues with would my payment report as late. She stayed at all three times that there was absolutely no way my payment will report as late. I had nothing to worry about and I should follow up with customer service on Monday. \n\nUnfortunately, the representative gave me incorrect information. I received a notification that my payment did report as late which contradicts the information given by XXXX customer service representative. \n\nPlease let me reiterate no point in time during that conversation that she state if the payment was after the XXXX that it would be late reporting. I did not find that out until calling a customer service representative today and I talked to three of them and it wasnt until the third representative that I was given that information. Verbatim she stated it was taken care of and there was no way that it will report as late, which is incorrect due to the late reporting. \n\nThis may have been a honest mistake on the representatives side, however, it was on my behalf. I am asking for Fortiva to Please take accountability for your representatives actions by fixing this mistake and educating the representative. Fortiva has failed to properly educate this particular representative and adequately inform me as the consumer if anything was different. As a result, she has created financial obstacles for me by providing incomplete and incorrect information. This extreme disservice to a client to provide partial information. \n\nTo resolve the problem, I would appreciate a updated report being sent on my behalf. \nI look forward to your reply and a resolution to my problem. I will wait until before seeking help from a consumer protection agency or other assistance. Please contact me at the above address or by phone at XXXX.","date_sent_to_company":"2023-08-30T13:31:08.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"20774","tags":null,"has_narrative":true,"complaint_id":"7475861","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Atlanticus Services Corporation","date_received":"2023-08-30T13:12:03.000Z","state":"MD","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["To resolve the <em>problem</em>, I would appreciate a updated report being sent on my behalf. \nI look forward to your reply and a resolution to my <em>problem</em>. I will wait until before seeking help from a consumer protection <em>agency</em> or <em>other</em> assistance. Please contact me at the above address or by phone at XXXX."],"product":["Credit reporting or <em>other</em> personal consumer reports"],"company":["Atlanticus <em>Services</em> Corporation"]},"sort":[16.080868,"7475861"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":738,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":738}]}},"product":{"doc_count":738,"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":155,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":152},{"key":"Other personal consumer report","doc_count":3}]}},{"key":"Mortgage","doc_count":137,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":78},{"key":"Home 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