{"took":138,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":756,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"16069488","_score":16.421864,"_source":{"product":"Checking or savings account","complaint_what_happened":"Failure to Provide Provisional Credit Regulation E Violation I previously submitted a complaint regarding unauthorized transactions on my Bank of America account. Although the bank stated they reopened the investigation on XX/XX/year>, I still have not received the required provisional credit under Regulation E. \nRegulation E requires that if a financial institution can not complete its investigation within 10 business days, it must provide provisional credit to the consumer. I reported the fraud within 24 hours, and it has been well beyond that time frame. \n\nBank of America has failed to comply with this requirement, leaving me without access to over 50 % of my account balance. As a XXXX XXXX XXXXXXXX XXXX, this has placed significant hardship on me.","date_sent_to_company":"2025-09-22T14:48:42.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"22306","tags":null,"has_narrative":true,"complaint_id":"16069488","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-09-22T14:34:17.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Failure to Provide <em>Provisional</em> <em>Credit</em> Regulation E Violation I previously submitted a complaint regarding unauthorized transactions on my Bank of America <em>account</em>. Although the bank stated they reopened the investigation on XX/XX/year>, I still have not received the required <em>provisional</em> <em>credit</em> under Regulation E. \nRegulation E requires that if a financial institution can not complete its investigation <em>within</em> 10 business days, it must provide <em>provisional</em> <em>credit</em> to the <em>consumer</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[16.421864,"16069488"]},{"_index":"complaint-public-v1","_id":"6563364","_score":16.318699,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am being DENIED my legal right under MASTERCARD rules and regulations file a dispute on the following charges here are the Transaction ID 's : XXXX, XXXX, XXXX within the allotted 120 days. \n\nSo to summarize, I am being barred from filing the transaction dispute in the resolution center so I am coming to CFPB ( Consumer Financial Protection Bureau ) to timely alert and file my dispute on these charges that do fall within the 120 day Mastercard window and also the 90 day window provided by law. \n\n\n\" Regulation E mandates that provisional credit be offered within 10 days of a disputed charge and while offering a TIMELY PROVISIONAL CREDIT to account holders is crucial to improving customer experience, not all situations call for immediate provisional credit. ''","date_sent_to_company":"2023-02-12T14:48:52.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"113XX","tags":null,"has_narrative":true,"complaint_id":"6563364","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-02-12T14:31:32.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["\" Regulation E mandates that <em>provisional</em> <em>credit</em> be offered <em>within</em> 10 days of a disputed charge and while offering a TIMELY <em>PROVISIONAL</em> <em>CREDIT</em> to <em>account</em> holders is crucial to improving customer experience, not all situations call for immediate <em>provisional</em> <em>credit</em>. ''"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[16.318699,"6563364"]},{"_index":"complaint-public-v1","_id":"15813751","_score":16.049332,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I filed a Regulation E dispute with Cash App regarding an unauthorized electronic fund transfer on [ insert date ]. Under Regul\n\nation E ( 12 CFR 1005.11 ( c ) ( 2 ) ( i ) ), a financial institution is required to either resolve a dispute within 10 business days or provide a provisional credit to the consumers account while the investigation continues. It has now been more than 10 business days since I filed my dispute. Cash App has failed to provide any provisional credit, instead telling me the investigation will take up to 45 days. While 45 days may be allowed for final resolution, the law clearly requires provisional credit within 10 business days unless the investigation is resolved sooner. By refusing to provide provisional credit, Cash App and its bank partner are in violation of the Electronic Fund Transfer Act ( EFTA ) and Regulation E.","date_sent_to_company":"2025-09-10T01:47:14.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"55449","tags":null,"has_narrative":true,"complaint_id":"15813751","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-09-09T12:21:49.000Z","state":"MN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Under Regul\n\nation E ( 12 CFR 1005.11 ( c ) ( 2 ) ( i ) ), a financial institution is required to either resolve a dispute <em>within</em> 10 business days or provide a <em>provisional</em> <em>credit</em> to the <em>consumers</em> <em>account</em> while the investigation continues. It has now been more than 10 business days since I filed my dispute. Cash App has failed to provide any <em>provisional</em> <em>credit</em>, instead telling me the investigation will take up to 45 days."]},"sort":[16.049332,"15813751"]},{"_index":"complaint-public-v1","_id":"16635971","_score":15.918122,"_source":{"product":"Checking or savings account","complaint_what_happened":"The rules around provisional credit for disputes on debit cards, like the Cash App XXXX XXXX, are governed by a federal regulation in the U.S. called Regulation XXXX ( XXXX XXXX ). \nHere 's a breakdown of the key points regarding provisional credit under XXXX XXXX for XXXX XXXX Transfer ( EFT ) errors, which includes unauthorized or incorrect debit card transactions : XXXX. XXXX XXXX : A financial institution has XXXX business days from receiving the notice of error to complete its investigation. \nXXXX. XXXX XXXX & XXXX XXXX : If the institution can not complete the investigation within those XXXX business days, it can take up to 45 days ( or 90 days in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new accounts ). \nCrucially, to use this extended timeframe ( beyond XXXX business days ), the institution must provisionally credit the consumer 's account in the amount of the alleged error within the initial XXXX business days of receiving the notice. \nIn short, based on federal regulation ( XXXX XXXX ) : If the institution takes more than XXXX business days to investigate my dispute, they are generally required to issue a provisional credit within that XXXX window. \nIf they resolve the dispute within XXXX business days, they are not required to issue a provisional credit. \nWhat Cash App 's statement suggests : Cash App 's response ( \" XXXX credits aren't guaranteed or automatictimelines can vary ... '' ) is technically correct in that a credit isn't automatic if they can resolve the dispute quickly ( within XXXX business days ). However, if they need the full extended time ( up to XXXX or 90 days ), they are required by Regulation XXXX to issue the provisional credit within XXXX business days. \nMy situation : i filed the dispute on XX/XX/XXXX. \nIt is now XX/XX/XXXX. \nCounting business days ( XXXX, excluding federal holidays ), the XXXX window has passed by XX/XX/XXXX at latest. \nSince your dispute is \" still under review '' after the XXXX period, and they haven't issued provisional credit, they engaged in illegal tactics.","date_sent_to_company":"2025-10-16T11:33:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33027","tags":null,"has_narrative":true,"complaint_id":"16635971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-10-16T11:20:47.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["XXXX XXXX & XXXX XXXX : If the institution can not complete the investigation <em>within</em> those XXXX business days, it can take up to 45 days ( or 90 days in certain cases, such as point-of-sale debit card transactions, foreign transactions, or new <em>accounts</em> ). \nCrucially, to use this extended timeframe ( beyond XXXX business days ), the institution must <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> in the amount of the alleged error <em>within</em> the initial XXXX business days of receiving the notice."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.918122,"16635971"]},{"_index":"complaint-public-v1","_id":"17065274","_score":15.91533,"_source":{"product":"Checking or savings account","complaint_what_happened":"Navy Federal Credit Union withheld provisional credits, created internal adjustments, and applied unauthorized offsets after disputes were filed. \n\nBetween XXXX and XX/XX/year>, I filed multiple disputes ( XXXX, XXXX, XXXX, XXXX, etc. ). Instead of issuing provisional credits within the 10-day period required by Regulation E, Navy Federal appears to have withheld or redirected those credits internally to offset other account balances, effectively depriving me of access to my own funds. \n\nI also found evidence of wire transfers, unauthorized holds, and account adjustments that were never reversed. My total loss, combining missing provisional credits and unrecognized transfers, is {$14000.00}. \n\nPatterns identical to mine appear in consumer complaints to the XXXX  and CFPB involving adjustment-DR, account made negative, and missing provisional credit. \n\nThis behavior suggests systemic mishandling of disputes and internal offsets. I request a full regulatory review of Navy Federals dispute-handling and provisional credit practices, especially for members whose accounts became negative or were closed after business activity.","date_sent_to_company":"2025-11-07T00:09:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89074","tags":null,"has_narrative":true,"complaint_id":"17065274","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-11-06T23:59:13.000Z","state":"NV","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I also found evidence of wire transfers, unauthorized holds, and <em>account</em> adjustments that were never reversed. My total loss, combining missing <em>provisional</em> <em>credits</em> and unrecognized transfers, is {$14000.00}. \n\nPatterns identical to mine appear in <em>consumer</em> complaints to the XXXX  and CFPB involving adjustment-DR, <em>account</em> made negative, and missing <em>provisional</em> <em>credit</em>. \n\nThis behavior suggests systemic mishandling of disputes and internal offsets."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"],"sub_product":["Checking <em>account</em>"]},"sort":[15.91533,"17065274"]},{"_index":"complaint-public-v1","_id":"6818746","_score":15.872332,"_source":{"product":"Checking or savings account","complaint_what_happened":"This bank is not acting in accordance with Regulation E in the process of a debit card dispute. Their argument is that my claim reason is not eligible for a temporary credit under Reg E, which is false. The regulation broadly covers all types of ETFs from the account, with no particular exclusions.\n\nI will be attaching direct excerpts from the regulation below to explain the banks violations : EXERPT 1 ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. \n\nThe bank has not applied a provisional credit to my account after 10 business days. Instead, they have informed me that my claim is not covered under Regulation E, which is false and not explicitly stated in the regulation. \n\nEXERPT 2 An institution need not provisionally credit the consumer 's account if : A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation ; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\nThe institution did not request written confirmation, but I sent supporting documentation the same day I filed the claim, and confirmed it was received and attached by the bank. None of the other exceptions in this excerpt were satisfied by the bank. \n\nEXERPT 3 ( 3 ) Extension of time periods. The time periods in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section are extended as follows : ( i ) The applicable time is 20 business days in place of 10 business days under paragraphs ( c ) ( 1 ) and ( 2 ) of this section if the notice of error involves an electronic fund transfer to or from the account within 30 days after the first deposit to the account was made. \n( ii ) The applicable time is 90 days in place of 45 days under paragraph ( c ) ( 2 ) of this section, for completing an investigation, if a notice of error involves an electronic fund transfer that : ( A ) Was not initiated within a state ; ( B ) Resulted from a point-of-sale debit card transaction ; or ( C ) Occurred within 30 days after the first deposit to the account was made. \n\nThe fund transfer was completed after 30 days of the first deposit to my account, and even if this condition was satisfied, the bank would be required to credit my account within 20 business days instead of 10. Again, none of the other exceptions are satisfied here for my specific account, but the bank is refusing to apply a provisional credit. \n\nThis bank is deliberately trying to get around the terms of Regulation E, which they are legally required to follow. They need to be held accountable by their regulators and apply the provisional credit to my account immediately. Further, I have supplied all required documentation ( dated credit slip from merchant proving credit was due ), so the bank should have no problem resolving the dispute in my favor promptly.","date_sent_to_company":"2023-04-10T22:02:25.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85257","tags":null,"has_narrative":true,"complaint_id":"6818746","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2023-04-10T22:00:12.000Z","state":"AZ","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["EXERPT 2 An institution need not <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> if : A ) The institution requires but does not receive written confirmation <em>within</em> 10 business days of an oral notice of error ; or ( B ) The alleged error involves an <em>account</em> that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities <em>Credit</em> by Brokers and Dealers, 12 CFR part 220 ) ; ( ii ) Informs the <em>consumer</em>, <em>within</em> two business days after the <em>provisional</em> <em>crediting</em>, of the amount"],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["<em>Credit</em> Karma, LLC"],"sub_product":["Checking <em>account</em>"]},"sort":[15.872332,"6818746"]},{"_index":"complaint-public-v1","_id":"18679052","_score":15.844595,"_source":{"product":"Checking or savings account","complaint_what_happened":"I reported an unauthorized debit card transaction totaling {$4900.00} to Axos Bank on XX/XX/year>. Axos confirmed receipt of my dispute, and the first business day of the investigation was XX/XX/year>. \n\nAs of today, this is the XXXX business day of the investigation. Axos Bank has repeatedly confirmed that : The dispute is still in review There has been no merchant response No additional documentation has been requested from me No written notice of denial has been provided Despite this, Axos Bank has not issued provisional credit, and customer service has stated that provisional credit is not guaranteed, even though the investigation is still ongoing. \n\nUnder Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution has not completed its investigation within 10 business days, it is required to provisionally credit the consumers account by the XXXX business day ( or within XXXX business days for certain new accounts ), provided no written denial has been issued. \n\nAxos Bank has also restricted and initiated closure of my account while this dispute is still open, preventing access to funds and creating additional financial harm, without providing a final determination or written explanation. \n\nAt this point, Axos Bank appears to be out of compliance with Regulation XXXX, as the investigation remains open on the XXXX business day with : No provisional credit issued No written denial No explanation for the delay I am requesting that Axos Bank : XXXX. Immediately issue the required provisional credit of {$4900.00} XXXX. Provide written confirmation of the dispute status and investigation timeline XXXX. Explain why provisional credit was not issued within the Regulation E timeframe XXXX. Ensure I have access to any credited funds despite the account closure","date_sent_to_company":"2026-01-13T13:47:31.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"283XX","tags":"Servicemember","has_narrative":true,"complaint_id":"18679052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2026-01-13T13:37:20.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution has not completed its investigation <em>within</em> 10 business days, it is required to <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> by the XXXX business day ( or <em>within</em> XXXX business days for certain new <em>accounts</em> ), provided no written denial has been issued."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.844595,"18679052"]},{"_index":"complaint-public-v1","_id":"18719741","_score":15.795607,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I noticed that my Bank of America online checking account balance was extremely low, which was unusual. Upon reviewing my account activity, I discovered unauthorized and fraudulent debit card transactions made with XXXX XXXX and XXXX XXXX. The total amount of fraudulent charges was {$2100.00}. \n\nI have been a Bank of America customer for nearly 25 years, and I have always maintained my account in good standing. Because of this long-standing relationship, I was particularly concerned by the banks handling of this matter. \n\nI immediately contacted Bank of America and reported the transactions as fraudulent. I clearly informed the representative that I did not authorize these transactions and requested that they be disputed. I was advised that I would receive a provisional credit within 10 business days while Bank of America conducted its investigation. \n\nWithin a few days, I noticed that XXXX XXXX issued a credit, but I never received a provisional credit for the remaining fraudulent charge from XXXX XXXX. \n\nOn XX/XX/XXXX, after more than 10 business days had passed without receiving the full provisional credit, I contacted Bank of America again regarding the missing amount. The representative was unable to provide clear information and instead told me that the bank had until XX/XX/XXXX, to issue the full provisional credit. I was also provided with a different claims phone number, which caused further confusion. \n\nOn XX/XX/XXXX, I called the provided claims phone number. A different Bank of America representative informed me that the bank had only issued a {$35.00} provisional credit and that it would not issue a provisional credit for the remaining balance, which exceeded {$900.00}. I was also told that Bank of America had up to 90 days to complete its investigation. \n\nThis position misstates and violates Regulation E. Under 12 CFR 1005.11 ( c ) ( 2 ), when a financial institution can not complete its investigation within 10 business days, it must provisionally credit the consumers account for the full amount of the alleged error so that the consumer has use of the funds during the investigation.\n\nAdditionally, 12 CFR 1005.11 ( d ) ( 1 ) requires that the financial institution promptly correct the error or provide provisional credit, and 1005.11 ( b ) ( 1 ) defines unauthorized electronic fund transfers such as those at issue here.\n\nAs of today, Bank of America has failed to comply with these requirements, despite the fact that : The transactions were promptly reported as unauthorized More than 10 business days have elapsed The bank has acknowledged that the investigation is ongoing My checking account funds were removed, causing financial hardship The remaining provisional credit owed to me is {$920.00}.\n\nI am requesting that the CFPB require Bank of America to immediately issue the full provisional credit of {$920.00}, comply with Regulation E ( 12 CFR 1005.11 ), and provide a written explanation for its failure to follow federal consumer protection requirementsparticularly in light of my nearly 25-year customer relationship with the bank.","date_sent_to_company":"2026-01-14T18:00:43.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"94531","tags":null,"has_narrative":true,"complaint_id":"18719741","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-01-14T17:45:05.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under 12 CFR 1005.11 ( c ) ( 2 ), when a financial institution can not complete its investigation <em>within</em> 10 business days, it must <em>provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> for the full amount of the alleged error so that the <em>consumer</em> has use of the funds during the investigation."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[15.795607,"18719741"]},{"_index":"complaint-public-v1","_id":"12843100","_score":15.646379,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Citi Bank Failed to Provide Provisional Credit During Fraud Investigation ( Dispute ID : XXXX ) To Whom It May Concern : I am filing this complaint to report Citi Banks failure to comply with federal consumer protection laws in relation to a dispute I filed regarding unauthorized charges on my account due to identity theft. \n\nOn XX/XX/year>, I reported fraudulent activity to Citi Bank and filed a formal dispute under Dispute ID : XXXX. My card had been lost or stolen, and multiple unauthorized transactions were made without my knowledge or consent. I promptly followed Citis procedures, including submitting required documentation and communicating with their fraud investigation team.\n\nDespite this, Citi Bank has failed to issue a provisional credit to my account while the investigation remains open. This delay is placing a significant financial burden on me as a consumer and appears to violate federal law.\n\nSpecifically : For credit card transactions, the Fair Credit Billing Act ( 15 U.S. Code 1666 ) requires that creditors acknowledge a dispute within 30 days and resolve it within two billing cycles ( not exceeding 90 days ). During that time, the creditor must not attempt to collect the disputed amount or report it negatively to credit bureaus.\n\nIf the disputed transactions involved my debit card, then Citis failure to issue provisional credit is a violation of the Electronic Fund Transfer Act ( 15 U.S. Code 1693g ) and Regulation E ( 12 CFR 1005.11 ). These regulations require banks to complete their investigation within 10 business days or issue a provisional credit if more time is needed. That has not occurred.\n\nI have contacted Citi Bank multiple times for an update or resolution, but to date, no provisional credit has been issued and the matter remains unresolved. This is unacceptable, especially for a victim of identity theft who is trying to restore financial stability.\n\nI am requesting the CFPB to investigate Citi Banks handling of this dispute and ensure that they issue the appropriate provisional credit and follow all required federal guidelines to protect consumers.\n\nThank you for your attention to this matter.","date_sent_to_company":"2025-04-06T22:20:33.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"28786","tags":null,"has_narrative":true,"complaint_id":"12843100","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-04-06T22:18:09.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Despite this, Citi Bank has failed to issue a <em>provisional</em> <em>credit</em> to my <em>account</em> while the investigation remains open. This delay is placing a significant financial burden on me as a <em>consumer</em> and appears to violate federal law.\n\nSpecifically : For <em>credit</em> card transactions, the Fair <em>Credit</em> Billing Act ( 15 U.S. Code 1666 ) requires that creditors acknowledge a dispute <em>within</em> 30 days and resolve it <em>within</em> two billing cycles ( not exceeding 90 days )."],"product":["<em>Credit</em> card"],"sub_product":["General-purpose <em>credit</em> card or charge card"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"],"sub_issue":["<em>Credit</em> card company isn't resolving a dispute about a purchase on your statement"]},"sort":[15.646379,"12843100"]},{"_index":"complaint-public-v1","_id":"4833195","_score":15.638744,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/21, there were a series of unauthorized transactions on my Wells Fargo Visa Debit Card amounting to {$7500.00} in total.\n\nWithin the same day, or no longer than 24 hours after the initial transactions had gone through, I called to report the unauthorized activity immediately.\n\nI was told by a claims specialist that Wells Fargo would \" promptly '' investigate the claim and that it would issue a provisional credit if it needed more time.\n\nAfter several follow up calls with Wells Fargo customer services reps and claims specialists, I was repeatedly informed that my claim was still under investigation. \n\nOn the XXXX and final business day, I logged onto my account and saw that my claims were closed with absolutely no explanation. \n\nI called and spoke with a claims rep and was told for the first time that my claims were now closed. \n\nI was told that my claims were being put under 'reconsideration '' and that the bank would need more time. This is in blatant violation of Regulation E.\n\nTime limits and extent of investigation - ( 1 ) Ten-day period. A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer within three business days after completing its investigation. The institution shall correct the error within one business day after determining that an error occurred. \n\n( 2 ) Forty-five day period. If the financial institution is unable to complete its investigation within 10 business days, the institution may take up to 45 days from receipt of a notice of error to investigate and determine whether an error occurred, provided the institution does the following : ( i ) Provisionally credits the consumer 's account in the amount of the alleged error ( including interest where applicable ) within 10 business days of receiving the error notice. If the financial institution has a reasonable basis for believing that an unauthorized electronic fund transfer has occurred and the institution has satisfied the requirements of 1005.6 ( a ), the institution may withhold a maximum of {$50.00} from the amount credited. An institution need not provisionally credit the consumer 's account if : ( A ) The institution requires but does not receive written confirmation within 10 business days of an oral notice of error ; or ( B ) The alleged error involves an account that is subject to Regulation T of the Board of Governors of the Federal Reserve System ( Securities Credit by Brokers and Dealers, 12 CFR part 220 ).\n\n( ii ) Informs the consumer, within two business days after the provisional crediting, of the amount and date of the provisional crediting and gives the consumer full use of the funds during the investigation; ( iii ) Corrects the error, if any, within one business day after determining that an error occurred ; and ( iv ) Reports the results to the consumer within three business days after completing its investigation ( including, if applicable, notice that a provisional credit has been made final ). \n\n\n\n\n\n\nWhat happened here instead was, on the tenth and final business day before Wells Fargo would be required under law to provide a provisional credit, I beleive tthat this was done deliberately by Wells Fargo so as to avoid having to credit me while their investigation continues ( and had barely even begun ) I was then told that there was \" no way '' for Wells Fargo to issue a provisional credit despite the clear statutory law under a \" 45-day '' investigation period. Again, clearly contradictory to the statute.\n\nAdditionally, during my calls with various wells representatives regarding the present issue, I was given the impression that a special \" fraud department '' or \" claims specialist '' would need to receive notice directly. Again, in violation of the law : Notice to financial institution. \n\n( i ) Notice to a financial institution is given when a consumer takes steps reasonably necessary to provide the institution with the pertinent information, whether or not a particular employee or agent of the institution actually receives the information. \n\n( ii ) The consumer may notify the institution in person, by telephone, or in writing. \n\n\n\n\n-- -- Additionally, the way that Wells Fargo characterized my claim was a \" Do not remember or recognize charge. I specifically informed a claims rep during the initial that the transactions were unauthorized! \n\nAs you can also see, during my most recent call on XX/XX/21, additional time was needed because the claims rep needed more information - How could this be when my claim was already denied? \n\nHelp please thanks.","date_sent_to_company":"2021-10-21T10:59:20.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"900XX","tags":null,"has_narrative":true,"complaint_id":"4833195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-10-21T10:16:49.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["( ii ) Informs the <em>consumer</em>, <em>within</em> two business days after the <em>provisional</em> <em>crediting</em>, of the amount and date of the <em>provisional</em> <em>crediting</em> and gives the <em>consumer</em> full use of the funds during the investigation; ( iii ) Corrects the error, if any, <em>within</em> one business day after determining that an error occurred ; and ( iv ) Reports the results to the <em>consumer</em> <em>within</em> three business days after completing its investigation ( including, if applicable, notice that a <em>provisional</em> <em>credit</em> has been made final"],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[15.638744,"4833195"]},{"_index":"complaint-public-v1","_id":"13777961","_score":15.631397,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, I filed a dispute with Chime regarding an unauthorized transaction and requested a provisional credit in accordance with Regulation E. I do not have a Credit Builder account, so I am not subject to the 20-business-day investigation timeline that applies to those new accounts. Under Regulation E, I should have received a provisional credit within 10 business days of my dispute. \nI contacted Chime again on XX/XX/XXXX to express the urgency of the matter and request an expedited resolution. I followed up again on XX/XX/XXXX, and was informed that someone might reach out, but I have not received any update or the required provisional credit. I also informed Chime representatives that their delay was in violation of Regulation E and their own terms and conditions.\n\nIt has now been more than 10 business days since I reported the issue, and Chime has failed to issue a provisional credit or complete the investigation. I believe this is a clear violation of Regulation E ( 12 CFR 1005.11 ), which protects consumers from delays in resolving unauthorized transaction disputes. \nI am requesting that Chime immediately issue the provisional credit owed to me, provide a written update regarding the investigation, and bring their practices into compliance with federal consumer protection laws.","date_sent_to_company":"2025-05-30T02:07:59.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"44035","tags":null,"has_narrative":true,"complaint_id":"13777961","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2025-05-30T01:57:18.000Z","state":"OH","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["On XX/XX/year>, I filed a dispute with Chime regarding an unauthorized transaction and requested a <em>provisional</em> <em>credit</em> in accordance with Regulation E. I do not have a <em>Credit</em> Builder <em>account</em>, so I am not subject to the 20-business-day investigation timeline that applies to those new <em>accounts</em>. Under Regulation E, I should have received a <em>provisional</em> <em>credit</em> <em>within</em> 10 business days of my dispute."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.631397,"13777961"]},{"_index":"complaint-public-v1","_id":"13730142","_score":15.59029,"_source":{"product":"Checking or savings account","complaint_what_happened":"SoFi is in violation of Regulation E ( 12 CFR 1005.11 ) by failing to issue a required provisional credit for a dispute I filed more than 10 business days ago.\n\nDetails : I filed a dispute with SoFi on XX/XX/year>2025. According to Regulation E, if an investigation isn't completed within 10 business days, a provisional credit must be issued unless certain limited exceptions apply.\n\nMy account has been open for more than 30 days, the dispute was filed within the 60-day window, and SoFi has not claimed any fraud or other qualifying exception. Therefore, none of the legal exceptions to delay apply.\n\nDespite multiple attempts to escalate this, including a live chat with a manager on XX/XX/XXXX, I was told that a provisional credit was only requested and not guaranteed. SoFi stated they would not confirm if or when it would be applied. This is a direct violation of Regulation E.\n\nI want SoFi to immediately issue the required provisional credit in compliance with the law and provide written confirmation. I also ask that SoFi be held accountable for failing to follow federal consumer protections.","date_sent_to_company":"2025-05-28T00:59:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"70806","tags":null,"has_narrative":true,"complaint_id":"13730142","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-05-28T00:49:59.000Z","state":"LA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I want SoFi to immediately issue the required <em>provisional</em> <em>credit</em> in compliance with the law and provide written confirmation. I also ask that SoFi be held accountable for failing to follow federal <em>consumer</em> protections."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.59029,"13730142"]},{"_index":"complaint-public-v1","_id":"15380362","_score":15.566955,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Phone : XXXX Email : XXXX XXXX XXXX XXXX To : Consumer Financial Protection Bureau Subject : Complaint Regarding Suncoast Credit Unions Mishandling of Dispute and Failure to Provide Provisional Credit Member Name : XXXX XXXX XXXX Member Number : XXXX Checking Account Number : XXXX Suncoast Routing Number : XXXX To Whom It May Concern, I am submitting this complaint regarding Suncoast Credit Unions mishandling of my debit card dispute and failure to provide the provisional credit required by federal law. The CFPB is responsible for enforcing Regulation E and ensuring consumers are protected from unfair financial practices. \nOn XXXX, the following unauthorized transaction posted to my account : I reported this unauthorized charge immediately. On XXXX XXXX XXXX Suncoast staff informed me that if I called back within 24 hours, a provisional credit would be issued to my account. When I followed up as instructed, I was told a provisional credit would not be issued. \nThis is in direct violation of Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ( i ) ), which requires financial institutions to provide provisional credit within 10 business days of an error notice if the investigation is not complete. This failure contradicts Suncoasts assurances and reflects bad-faith handling of a consumer dispute. \nI am requesting that your agency review this matter, enforce the requirements of the Electronic Fund Transfer Act, and ensure that Suncoast Credit Union complies with all applicable consumer protection Date Description Amount XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX  XXXXXXXX XXXX  {$1800.00} and banking regulations. \nThank you for your attention to this matter. \nSincerely, XXXX XXXX XXXX XXXX : XXXX Checking Account Number : XXXX Phone : XXXX | Email : XXXX XXXX","date_sent_to_company":"2025-08-19T13:45:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"339XX","tags":null,"has_narrative":true,"complaint_id":"15380362","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUNCOAST CREDIT UNION","date_received":"2025-08-19T13:30:12.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["The CFPB is responsible for enforcing Regulation E and ensuring <em>consumers</em> are protected from unfair financial practices. \nOn XXXX, the following unauthorized transaction posted to my <em>account</em> : I reported this unauthorized charge immediately. On XXXX XXXX XXXX Suncoast staff informed me that if I called back <em>within</em> 24 hours, a <em>provisional</em> <em>credit</em> would be issued to my <em>account</em>. When I followed up as instructed, I was told a <em>provisional</em> <em>credit</em> would not be issued."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"company":["SUNCOAST <em>CREDIT</em> UNION"],"sub_product":["Checking <em>account</em>"]},"sort":[15.566955,"15380362"]},{"_index":"complaint-public-v1","_id":"21569444","_score":15.561591,"_source":{"product":"Checking or savings account","complaint_what_happened":"To the Consumer Financial Protection Bureau, I am filing a formal complaint against PayPal , Inc. for multiple violations of Regulation XXXX ( XXXX XXXX XXXX ) regarding their handling of an unauthorized transaction on my account. PayPal has failed to follow federal law, misrepresented their obligations, and continues to withhold funds that should have been returned to me during their investigation. \n\nXXXX XXXX XXXX. Summary of the Issue An unauthorized transaction occurred on my PayPal account. \nI reported the unauthorized activity promptly. \nPayPal did not issue provisional credit within XXXX business days, as required by Regulation XXXX. \nPayPal attempted to override federal law by citing their internal User Agreement, claiming it supersedes Regulation XXXX. \nPayPal has repeatedly delayed, misdirected, and refused to comply with federal requirements. \n\n\nXXXX XXXX XXXX  Timeline of Events I reported the unauthorized transaction to PayPal immediately after discovering it. \nPayPal acknowledged the dispute but did not provide provisional credit within the legally required timeframe. \nWhen I questioned the delay, PayPal representatives responded with scripted messages stating : They do not provide provisional credit, Their User Agreement governs the process, And they do not follow Regulation XXXX timelines. \n\n\n\nThese statements directly contradict federal law. \n\nXXXX XXXX XXXX. Regulation XXXX Violations PayPal is in violation of the following requirements : XXXX Failure to Provide Provisional Credit Under XXXX XXXX XXXX ( c ) ( XXXX ) ( i ), if an investigation can not be completed within XXXX business days, the institution must provide provisional credit for the disputed amount. \n\nPayPal did not. \n\nXXXX Misrepresentation of Consumer Rights PayPal repeatedly claimed that their internal User Agreement overrides federal law. \nThis is false and constitutes a deceptive practice. \n\nXXXX Failure to Conduct a Proper Investigation PayPal has : Provided inconsistent explanations, Ignored evidence I submitted, And failed to complete the investigation within the required timeframe. \n\n\nXXXX XXXX XXXX. Harm to the Consumer Because PayPal withheld provisional credit : I was deprived of access to my own funds, I experienced financial hardship, And I spent significant time attempting to resolve an issue that PayPal is legally obligated to handle correctly. \n\n\nXXXX XXXX XXXX. Requested Resolution I am requesting that the CFPB require PayPal to : XXXX. Issue the legally required provisional credit immediately, XXXX. Complete a compliant investigation under Regulation XXXX, XXXX. Cease misrepresenting federal law to consumers, XXXX. Provide a written explanation of how they will prevent future violations, XXXX. Correct any negative financial impact caused by their noncompliance. \n\n\nXXXX XXXX  XXXX. Supporting Evidence I can provide : Screenshots of PayPals messages denying provisional credit, Timeline of communication, Proof of the unauthorized transaction, Any additional documentation the CFPB requests. \n\n\nXXXX XXXX Thank you for your attention to this matter. PayPals refusal to follow federal law has caused significant financial and emotional stress, and I am requesting the CFPBs intervention to ensure compliance with Regulation XXXX. \n\nSincerely, XXXX XXXXXXXX XXXX","date_sent_to_company":"2026-04-24T16:08:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"247XX","tags":null,"has_narrative":true,"complaint_id":"21569444","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-24T15:59:15.000Z","state":"WV","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Regulation XXXX Violations PayPal is in violation of the following requirements : XXXX Failure to Provide <em>Provisional</em> <em>Credit</em> Under XXXX XXXX XXXX ( c ) ( XXXX ) ( i ), if an investigation can not be completed <em>within</em> XXXX business days, the institution must provide <em>provisional</em> <em>credit</em> for the disputed amount. \n\nPayPal did not. \n\nXXXX Misrepresentation of <em>Consumer</em> Rights PayPal repeatedly claimed that their internal User Agreement overrides federal law."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.561591,"21569444"]},{"_index":"complaint-public-v1","_id":"16444064","_score":15.430784,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am filing a complaint against CitiBank regarding an unresolved dispute on my checking account. \n\nOn XX/XX/year>, my account was debited {$440.00} by XXXX XXXX XXXX. I did not authorize this transaction. I contacted CitiBank and officially filed a dispute on XX/XX/year>. \n\nSince that date, I have not received any response or update from CitiBank. The bank has not provided a resolution, issued a provisional credit, or even communicated a timeline. This is nearly XXXX weeks of total silence. \n\nFurthermore, I contacted XXXX XXXX, and they confirmed that they never received the funds related to this transaction further indicating that this was an error or unauthorized charge. \n\nXXXX failure to provide updates or issue a provisional credit within the required timeframe appears to violate the Electronic Fund Transfer Act ( EFTA ), which requires banks to resolve disputes within XXXX business days or issue a provisional credit while continuing the investigation. \n\nI am requesting that CitiBank : Immediately issue a refund or provisional credit of {$440.00} Provide a written explanation for the delay Give a clear update on the status of my dispute This has caused unnecessary stress, and I believe CitiBank is neglecting its duty under consumer protection laws. I am seeking the CFPBs help in resolving this issue promptly.","date_sent_to_company":"2025-10-08T18:54:27.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"32909","tags":null,"has_narrative":true,"complaint_id":"16444064","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-10-08T18:39:46.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["XXXX failure to provide updates or issue a <em>provisional</em> <em>credit</em> <em>within</em> the required timeframe appears to violate the Electronic Fund Transfer Act ( EFTA ), which requires banks to resolve disputes <em>within</em> XXXX business days or issue a <em>provisional</em> <em>credit</em> while continuing the investigation."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[15.430784,"16444064"]},{"_index":"complaint-public-v1","_id":"7046998","_score":15.365567,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to lodge a formal complaint against Current regarding their failure to provide me with provisional credit following an unauthorized transaction dispute claim within the mandated timeframe of 10 business days. \n\nOn XX/XX/17, I discovered an unauthorized transaction on my account statement and promptly notified Current of the fraudulent charge. I followed their procedures to file an unauthorized transaction dispute claim, providing all the necessary and evidence to support my case. \n\nAccording to guidelines set forth by the Electronic Fund Transfer Act ( Regulation E ), financial institutions are obligated to investigate and resolve unauthorized transaction disputes within specific timeframes. One such provision is the provision of provisional credit to the customer within 10 business days of filing the dispute claim. \n\nHowever, despite the passage of the aforementioned timeframe, I have not received the provisional credit from Current. This delay has caused significant financial hardship, as I relied on the prompt resolution of this matter to ensure stability of my finances and meet my financial obligations. \n\nI have made numerous attempts to contact Current regarding this matter, but I have been met with unsatisfactory responses and a lack of accountability. The prolonged delay in providing the provisional credit has not only exacerbated my financial strain but has also eroded my trust and confidence in Currents ability to safeguard my interests as a valued customer. \n\nI believe that the actions of Current are in direct violation of the regulations put in place to protect consumers like myself. I kindly request your intervention and assistance in resolving this matter swiftly and in accordance with the relevant consumer protection laws. \n\nI trust that the Consumer Financial Protection Bureau will thoroughly investigate this complaint and take appropriate action to ensure Current fulfills its obligations to provide the necessary provisional credit without any further delay. Furthermore, I hope that this incident serves as a wake-up call for Current to improve its customer service and compliance with regulatory requirements. \n\nThank you for your attention to this matter. I eagerly await your response and a resolution. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2023-05-30T22:59:14.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"01108","tags":null,"has_narrative":true,"complaint_id":"7046998","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2023-05-30T22:53:54.000Z","state":"MA","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Dear <em>Consumer</em> Financial Protection Bureau, I am writing to lodge a formal complaint against Current regarding their failure to provide me with <em>provisional</em> <em>credit</em> following an unauthorized transaction dispute claim <em>within</em> the mandated timeframe of 10 business days. \n\nOn XX/XX/17, I discovered an unauthorized transaction on my <em>account</em> statement and promptly notified Current of the fraudulent charge."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.365567,"7046998"]},{"_index":"complaint-public-v1","_id":"9667324","_score":15.270525,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am currently dealing with a dispute with Chime who works with XXXX. The way Chime has dealt with my dispute has been completely unprofessional. I originally put in the dispute XX/XX/year>, that Chime agent that I had talked to originally put a dispute in as paid for by other means, which was incorrect. My dispute was denied, and I had to re-open in case and put the correct information of an authorized transaction. I am currently on my third rebuttal, because Chime has not reached out to the merchant about the situation or charge back I am holding Chime and XXXX  XXXX accountable for my missing funds, and not being a credited to my account. Chime is saying that I have to wait over 25 days for my provisional credit to be put in my account. On XX/XX/XXXX, I put an On XX/XX/XXXX, I put in my third rebuttal, currently an investigation right now Chime is telling me that I will be eligible for professional credit on XXXX XXXX that is 25 days without my allocated funds. Almost a whole month without my own funds and money, According to Regulation E, or the Electronic Fund Transfer Act, requires banks to investigate disputes promptly and issue provisional credit if they can't resolve them within 10 business days. The bank must notify the consumer of the provisional credit within two business days, including the date and amount, and that the consumer can use the funds until the bank determines if an error occurred. It is now XX/XX/XXXX and Chime has yet to provide me my provisional credit regarding my case. Or even investigate. I am demanding my provisional credit by XXXX XXXX no later, or I am forced to seek legal action against Chime and XXXX","date_sent_to_company":"2024-07-31T13:57:41.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"33055","tags":null,"has_narrative":true,"complaint_id":"9667324","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-07-31T13:39:37.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The bank must notify the <em>consumer</em> of the <em>provisional</em> <em>credit</em> <em>within</em> two business days, including the date and amount, and that the <em>consumer</em> can use the funds until the bank determines if an error occurred. It is now XX/XX/XXXX and Chime has yet to provide me my <em>provisional</em> <em>credit</em> regarding my case. Or even investigate. I am demanding my <em>provisional</em> <em>credit</em> by XXXX XXXX no later, or I am forced to seek legal action against Chime and XXXX"]},"sort":[15.270525,"9667324"]},{"_index":"complaint-public-v1","_id":"21553083","_score":15.265857,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint regarding XXXX handling of a transaction I never received goods made using my Venmo debit card. \n\nThe transaction in question was authorized by me and was reported promptly. When goods were not received This transaction qualifies as an unauthorized electronic fund transfer under Regulation E. \n\nMore than XXXX business days have passed since I reported the issue, and Venmo has not completed its investigation or issued provisional credit to my account. \n\nUnder Regulation E, financial institutions are required to provisionally credit a consumers account if an investigation into an unauthorized electronic fund transfer can not be completed within XXXX business days. \n\nVenmo has either failed to provide this provisional credit or has not clearly explained why Regulation E does not apply in this case. \n\nI am requesting : XXXX ) Immediate issuance of provisional credit while the investigation continues XXXX ) A written explanation if Venmo believes Regulation E does not apply XXXX ) A full resolution of the unauthorized transaction This delay has caused financial hardship due to restricted access to my funds.","date_sent_to_company":"2026-04-24T03:28:49.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"84045","tags":"Servicemember","has_narrative":true,"complaint_id":"21553083","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-04-24T03:18:39.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["More than XXXX business days have passed since I reported the issue, and Venmo has not completed its investigation or issued <em>provisional</em> <em>credit</em> to my <em>account</em>. \n\nUnder Regulation E, financial institutions are required to <em>provisionally</em> <em>credit</em> a <em>consumers</em> <em>account</em> if an investigation into an unauthorized electronic fund transfer can not be completed <em>within</em> XXXX business days."]},"sort":[15.265857,"21553083"]},{"_index":"complaint-public-v1","_id":"19444112","_score":15.190275,"_source":{"product":"Prepaid card","complaint_what_happened":"I. Statement of Facts On XX/XX/year>, I filed a dispute regarding unauthorized electronic fund transfers associated with my Crypto.com prepaid debit card. \n\nOn XX/XX/year>, Foris DAX, Inc. issued written notice that my account had been provisionally credited for disputed amounts. The written notice explicitly stated : These temporary credits are being provided while we investigate your claim You will have full use of these funds while we complete our investigation. \n\nSubsequently, my virtual card was restricted. I was informed via chat support that : A routine review had been performed. \nI would no longer be able to perform card purchases or apply for a new card. \nThe restriction applied to card functionality. \nI must wait until the investigation is completed. \nThe matter had been escalated internally. \nNo written explanation was provided specifying the legal or contractual basis for the restriction. \n\nAs a result of this restriction : I can not use my card for purchases. \nI can not apply for a replacement card. \nI can not access the provisionally credited funds through the only instrument authorized for such access. \nI was unable to use my funds during an emergency. \n\nThe company has provided provisional credit but has simultaneously XXXX access to the only mechanism by which the funds may be used.\n\nII. Regulatory Framework Implicated A. Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693f The EFTA requires that when a consumer reports an unauthorized electronic fund transfer, the financial institution must : 1. Conduct a good faith investigation ; 2. Provisionally credit the consumers account within 10 business days if the investigation can not be completed ; 3. Permit the consumer to use the funds during the investigation.\n\nDenying practical access to provisionally credited funds undermines the statutory purpose of the provisional credit requirement.\n\nB. Regulation E 12 C.F.R. 1005.11 ( c ) ( 2 ) ( i ) When provisional credit is provided, the financial institution must : Provisionally credit the consumers account for the amount of the alleged error, including interest where applicable. \n\nOfficial Interpretations clarify that provisional credit must allow the consumer meaningful access to the funds pending investigation. \n\nIssuing provisional credit while simultaneously disabling card functionality prevents meaningful access and defeats the purpose of provisional credit protections.\n\nC. Consumer Financial Protection Act ( CFPA ) 12 U.S.C. 5531 Unfair Acts or Practices An act or practice is unfair if it : 1. Causes or is likely to cause substantial injury ; 2. The injury is not reasonably avoidable ; and 3. The injury is not outweighed by countervailing benefits.\n\nProviding provisional credit while freezing the instrument required to access those funds : Causes substantial financial injury, Is not reasonably avoidable by the consumer, Provides no apparent countervailing consumer benefit, Particularly where the institution has expressly represented in writing that the consumer will have full use of the funds.\n\nD. Potential Adverse Action / Account Restriction Concerns The company has restricted card privileges without providing : A written explanation of the specific basis for restriction, Notice of adverse action, if applicable, Clear disclosure of whether this restriction is tied to fraud review, compliance review, or dispute activity.\n\nThe lack of transparency raises additional compliance concerns.\n\nIII. Core Compliance Issue The central issue is this : Foris DAX , Inc. explicitly stated in writing that I would have full use of provisionally credited funds during the investigation. \n\nHowever, they simultaneously restricted card functionality and prevented access to those funds. \nThis action renders the provisional credit functionally inaccessible and inconsistent with the protections provided under Regulation E and the Electronic Fund Transfer Act.\n\nIV. Harm Experienced Inability to access funds during an emergency Financial hardship due to inability to use credited funds Lack of clear written explanation Ongoing uncertainty regarding access to funds","date_sent_to_company":"2026-02-12T09:15:41.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"32901","tags":null,"has_narrative":true,"complaint_id":"19444112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Foris DAX, Inc.","date_received":"2026-02-12T09:05:23.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693f The EFTA requires that when a <em>consumer</em> reports an unauthorized electronic fund transfer, the financial institution must : 1. Conduct a good faith investigation ; 2. <em>Provisionally</em> <em>credit</em> the <em>consumers</em> <em>account</em> <em>within</em> 10 business days if the investigation can not be completed ; 3. Permit the <em>consumer</em> to use the funds during the investigation."]},"sort":[15.190275,"19444112"]},{"_index":"complaint-public-v1","_id":"3138357","_score":15.179341,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I expect full provisional credit, as I was told they are open 24hrs day even XXXX. I open the FRAUD DISPUTE on XX/XX/XXXX and faxed the complaint back to Friday XX/XX/XXXX this is in violation of federal banking laws, including Regulation E, Section 226.12 by Comerica Bank ( illegally withholding funds from debit card holders ) ... Who has reported Fraud on my account concerning my account about my money took by means of CREDIT CARD FRAUD I have sent my information in Friday XX/XX/XXXX and POLICE REPORT NUMBER # XXXX for credit card Fraud, I was told it will be only 24-48 hours it's been 11 days and 8 Business days now I'm told it will be XX/XX/XXXX that will be 17 days and 12 business days which Regulation E provisional credit states in these cases, banks must generally provide consumers with a provisional credit to their account within 10 days of the bank receiving the error notice. Also, banks must notify consumers about the provisional credit within two days of providing the credit, if you notify your bank of a potential account error, Regulation E requires a bank to investigate and determine whether an error occurred within 10 business days of receiving your notice ( or 20 business days for new accounts ). If a bank is unable to complete its investigation within the appropriate timeframe, it may take up to 45 days to determine whether an error occurred. But in these cases, banks must generally provide consumers with a provisional credit to their account within 10 days of the bank receiving the error notice. Also, banks must notify consumers about the provisional credit within two days of providing the credit I have RESERVED ALL RIGHTS BY SIGNING UCC 1 308 this is even not being acknowledge at this time I need answers. This is in violation of the FDIC I'm sending this complaint to these people listed below that are supposed to protect my rights. \n2 ) XXXX XXXX, OIG of Social Security, at XXXX. \n2 ) XXXX XXXX of Comerica Bank, who is the person responsible for allowing all this to happen email is XXXX. \n3 ) XXXX XXXX, Chief Counsel of Treasury OIG, at XXXX. \n4 ) XXXX XXXX, an investigator with Treasury OIG, XXXX. \nXXXX ) Advocacy - XXXX XXXX XXXX Mr. XXXX,, Please note, we have until XX/XX/XXXX ( per Regulation E ) to make a decision. Thank you for diligently providing the information we need to investigate your claim. I apologize for the confusion, and as a courtesy I have forwarded your information to our Disputes Team supervisor for review. I will send a follow up email once a determination has been made. Thank you for your patience in the matter! Thank you, XXXX THEY HAVE REFUSED TO ACKNOWLEDGE Regulation E BUT THEY KEEP USING THIS Regulation E BUT NOT DOING WHAT IT STATES as here ( Please note, we have until XX/XX/XXXX ( Regulation E )  to make a decision. Thank you for diligently providing the information we need to investigate your claim. I apologize for the confusion, and as a courtesy I have forwarded your information to our Disputes Team supervisor for review. I will send a follow up email once a determination has been made. \nThank you for your patience in the matter! Thank you, XXXX ) Which this which XXXX is in correct anf I Demand Answer and the Copy of the Investigation that has been done.","date_sent_to_company":"2019-01-30T18:48:07.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"282XX","tags":null,"has_narrative":true,"complaint_id":"3138357","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2019-01-30T18:09:10.000Z","state":"NC","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["But in these cases, banks must generally provide <em>consumers</em> with a <em>provisional</em> <em>credit</em> to their <em>account</em> <em>within</em> 10 days of the bank receiving the error notice. Also, banks must notify <em>consumers</em> about the <em>provisional</em> <em>credit</em> <em>within</em> two days of providing the <em>credit</em> I have RESERVED ALL RIGHTS BY SIGNING UCC 1 308 this is even not being acknowledge at this time I need answers."],"product":["<em>Credit</em> card or prepaid card"]},"sort":[15.179341,"3138357"]},{"_index":"complaint-public-v1","_id":"18981195","_score":15.172363,"_source":{"product":"Checking or savings account","complaint_what_happened":"I filed a dispute with SoFi Bank on XX/XX/year>XXXX  regarding an unauthorized debit transaction on my account in the amount of {$1300.00}. \nMore than 10 business days have passed since the dispute was submitted. SoFi Bank has not issued provisional credit, has not completed the investigation, and has not contacted me to request additional information or written confirmation. \nThis dispute is covered under the Electronic Fund Transfer Act ( Regulation E ). When a financial institution can not complete its investigation within 10 business days, Regulation E requires the institution to provide provisional credit, provided the consumer has met notice requirements. I have met all notice requirements and was never informed of any missing documentation. \nI have received no communication from SoFi Bank explaining the delay or the failure to issue provisional credit. \nI am requesting that SoFi Bank comply with Regulation E by immediately issuing the required provisional credit or providing a written explanation that complies with federal law.","date_sent_to_company":"2026-01-24T16:01:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"466XX","tags":null,"has_narrative":true,"complaint_id":"18981195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2026-01-24T15:42:35.000Z","state":"IN","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["When a financial institution can not complete its investigation <em>within</em> 10 business days, Regulation E requires the institution to provide <em>provisional</em> <em>credit</em>, provided the <em>consumer</em> has met notice requirements. I have met all notice requirements and was never informed of any missing documentation. \nI have received no communication from SoFi Bank explaining the delay or the failure to issue <em>provisional</em> <em>credit</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.172363,"18981195"]},{"_index":"complaint-public-v1","_id":"19034850","_score":15.121079,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, I filed a Regulation E error claim with Citi Bank for a {$1400.00} debit card transaction at XXXX from XX/XX/XXXX. XXXX was supposed to refund this charge in XXXX, but the refund was never processed. \nOn XX/XX/XXXX, I called back asking for an update on my request for credit expedition. A representative told me my request was approved and I would receive the provisional credit on XX/XX/XXXX. I did not receive the credit on XX/XX/XXXX as promised. \nWhen I followed up, I was told I would have to wait until XX/XX/XXXX - XXXX business days from the day I made the claim. Today is XX/XX/XXXX, the XXXX business day since I filed my dispute, and there is still no provisional credit in my account. \nUnder Regulation E ( 12 CFR 1005.11 ), when a bank extends an error investigation beyond 10 business days, they are required to provisionally credit the consumer 's account by the end of the 10th business day.\n\nThis morning, I contacted Citi Bank and informed them it is the 10th business day and requested the required provisional credit. As of this complaint, no credit has been posted to my account. \nCiti Bank is in violation of Regulation E by failing to provide the mandatory provisional credit within the required timeframe. I am requesting : Immediate provisional credit of {$1400.00} to my account Completion of the error investigation Confirmation that the bank will comply with Regulation E requirements","date_sent_to_company":"2026-01-27T14:04:22.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30253","tags":"Servicemember","has_narrative":true,"complaint_id":"19034850","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-27T13:50:07.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Under Regulation E ( 12 CFR 1005.11 ), when a bank extends an error investigation beyond 10 business days, they are required to <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> by the end of the 10th business day.\n\nThis morning, I contacted Citi Bank and informed them it is the 10th business day and requested the required <em>provisional</em> <em>credit</em>. As of this complaint, no <em>credit</em> has been posted to my <em>account</em>."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[15.121079,"19034850"]},{"_index":"complaint-public-v1","_id":"20101731","_score":15.114033,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date : XX/XX/year> Re : XXXX XXXX Failure to Investigate Debit Card Dispute and Provide Provisional Credit Under Regulation E Consumer Information : Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, MA XXXX Phone : XXXX Email : XXXX Financial Institution : XXXX XXXX XXXXXXXX. \nAccount Type : Checking / Debit Card Account Number XXXX Nature of Complaint I am filing this complaint against XXXX XXXX XXXXXXXX. for its failure to properly process, investigate, and resolve a debit card dispute in accordance with the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ). Santander has also failed to issue a provisional credit to my account as required by federal law. \nFacts On or about [ DATE OF STAY ], I stayed at a XXXX XXXX located at [ HOTEL ADDRESS ]. The hotel failed to provide basic essential services to my room, including heat, hot water, and electricity. These failures rendered the room essentially uninhabitable and constituted a fundamental failure to deliver the services I paid for. \n\nThe charge to my Santander debit card was in the amount of {$260.00}, posted on or about XX/XX/year>. \n\nI initially requested a refund directly from XXXX XXXX. When the hotel failed to resolve the matter, I contacted XXXX XXXX to file a debit card dispute. \n\nSantander erected unreasonable barriers to filing the dispute. very long wait time, multiple transfers to right person, to take complaint. Agent spoke broken XXXX and was sarcastic and initially refused to take complaint, excessive hold times, being transferred repeatedly, being told I couldn't file. \n\nAfter I persisted, the dispute was formally filed on or about XX/XX/year>. \n\nDespite the claim being successfully filed, Santander failed to conduct a reasonable investigation into my dispute. I received no communication regarding the status of the investigation, no request for additional documentation, and no written acknowledgment of the steps being taken to resolve my claim. \n\nSantander failed to issue a provisional credit to my account. Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution is unable to complete its investigation within 10 business days of receiving notice of an error, it must provisionally credit the consumer 's account for the amount of the alleged error ( including interest, where applicable ) within 10 business days and notify the consumer within two business days of doing so. As of the date of this complaint well beyond the 10-business-day window no provisional credit has been issued.\n\nI contacted Santander to notify them of their failure to comply with Regulation E 's provisional credit and investigation requirements. Despite being made aware of their obligations, Santander took no corrective action.\n\nViolations XXXX XXXX 's conduct violates the following provisions : 12 CFR 1005.11 ( c ) ( 1 ) : Failure to investigate and determine whether an error occurred within the required timeframe.\n\n12 CFR 1005.11 ( c ) ( 2 ) : Failure to provisionally credit my account when the investigation was not completed within 10 business days.\n\n12 CFR 1005.11 ( d ) : Failure to provide written notification of the results of its investigation.\n\n15 U.S.C. 1693f : Violation of the error resolution procedures mandated by the Electronic Fund Transfer Act.","date_sent_to_company":"2026-03-09T19:20:49.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"027XX","tags":"Older American","has_narrative":true,"complaint_id":"20101731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2026-03-09T18:49:35.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Santander failed to issue a <em>provisional</em> <em>credit</em> to my <em>account</em>. Under Regulation E ( 12 CFR 1005.11 ( c ) ( 2 ) ), if a financial institution is unable to complete its investigation <em>within</em> 10 business days of receiving notice of an error, it must <em>provisionally</em> <em>credit</em> the <em>consumer</em> 's <em>account</em> for the amount of the alleged error ( including interest, where applicable ) <em>within</em> 10 business days and notify the <em>consumer</em> <em>within</em> two business days of doing so."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"sub_product":["Checking <em>account</em>"],"company_public_response":["Company has responded to the <em>consumer</em> and the CFPB and chooses not to provide a public response"]},"sort":[15.114033,"20101731"]},{"_index":"complaint-public-v1","_id":"13978558","_score":15.08054,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year>, I filed a dispute with my bank regarding a debit card refund that was never posted to my account. The merchant ( XXXX ) issued the refund, but it failed to reach my account. I notified my bank and followed all procedures. They processed the claim under Visas Credit Not Processed reason code ( XXXX ), but refused to issue a provisional credit or acknowledge that this falls under Regulation XXXX. \n\nAccording to XXXXXXXX XXXX XXXXXXXX ( a ) ( XXXX ) ( vii ), a failure to properly credit a consumers account with an electronic fund transfer is a covered error. Regulation XXXX mandates a timely investigation and provisional credit within XXXX business days. \n\nThe bank has now gone weeks without responding to my follow-up emails, and I have not received provisional credit, an investigation status, or any resolution. This is a clear violation of federal law, and I am requesting CFPB assistance to ensure compliance and resolution.","date_sent_to_company":"2025-06-09T18:56:05.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"11104","tags":null,"has_narrative":true,"complaint_id":"13978558","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2025-06-09T18:47:21.000Z","state":"NY","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["According to XXXXXXXX XXXX XXXXXXXX ( a ) ( XXXX ) ( vii ), a failure to properly <em>credit</em> a <em>consumers</em> <em>account</em> with an electronic fund transfer is a covered error. Regulation XXXX mandates a timely investigation and <em>provisional</em> <em>credit</em> <em>within</em> XXXX business days. \n\nThe bank has now gone weeks without responding to my follow-up emails, and I have not received <em>provisional</em> <em>credit</em>, an investigation status, or any resolution."],"product":["Checking or savings <em>account</em>"],"issue":["Managing an <em>account</em>"],"sub_product":["Checking <em>account</em>"]},"sort":[15.08054,"13978558"]},{"_index":"complaint-public-v1","_id":"18358455","_score":15.076271,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am submitting this complaint regarding Navy Federal Credit Unions failure to comply with the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR 1005.11 ).\n\nUnauthorized electronic fund transfers were made from my checking account. I provided timely notice to Navy Federal Credit Union disputing these transactions as unauthorized.\n\nUnder Regulation E, Navy Federal was required to complete its investigation within 10 business days or, if the investigation was not completed within that timeframe, to provisionally credit my account for the full disputed amount while the investigation continued.\n\nMore than 10 business days passed after my notice. Navy Federal Credit Union did not complete the investigation and did not provide the required provisional credi\nt.\n\nAfter the statutory deadline passed, I sent Navy Federal Credit Union a written Regulation E violation notice and demand for immediate provisional credit. That written demand was delivered on XX/XX/XXXX. Despite receiving written notice of the violation, Navy Federal Credit Union still failed to provide provisional credit or otherwise cure the violation.\n\nAs of today, the disputed funds remain withheld. This failure constitutes a violation of the Electronic Fund Transfer Act and Regulation E.\n\nWhat harm did this cause?\n\nUnauthorized funds were removed from my account My account balance was reduced without authorization I incurred financial harm due to the withheld funds Navy Federal Credit Union failed to follow mandatory consumer protections required by law","date_sent_to_company":"2025-12-30T01:16:43.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"77338","tags":"Servicemember","has_narrative":true,"complaint_id":"18358455","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-12-30T01:07:56.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Under Regulation E, Navy Federal was required to complete its investigation <em>within</em> 10 business days or, if the investigation was not completed <em>within</em> that timeframe, to <em>provisionally</em> <em>credit</em> my <em>account</em> for the full disputed amount while the investigation continued.\n\nMore than 10 business days passed after my notice. Navy Federal <em>Credit</em> Union did not complete the investigation and did not provide the required <em>provisional</em> credi\nt."],"product":["Checking or savings <em>account</em>"],"issue":["Problem with a lender or other company charging your <em>account</em>"],"company":["NAVY FEDERAL <em>CREDIT</em> UNION"],"sub_product":["Checking <em>account</em>"]},"sort":[15.076271,"18358455"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":756,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":756}]}},"product":{"doc_count":756,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":474,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":439},{"key":"Other banking product or service","doc_count":23},{"key":"Savings account","doc_count":12}]}},{"key":"Money transfer, virtual currency, or money service","doc_count":112,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mobile or digital wallet","doc_count":53},{"key":"Domestic (US) money transfer","doc_count":40},{"key":"Virtual currency","doc_count":11},{"key":"International money transfer","doc_count":4},{"key":"Check cashing service","doc_count":1},{"key":"Debt settlement","doc_count":1},{"key":"Money order, traveler's check or cashier's check","doc_count":1},{"key":"Refund anticipation check","doc_count":1}]}},{"key":"Credit card","doc_count":67,"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":63},{"key":"Store credit card","doc_count":1}]}},{"key":"Credit card or prepaid card","doc_count":38,"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":19},{"key":"General-purpose prepaid card","doc_count":9},{"key":"Government benefit card","doc_count":9},{"key":"Payroll card","doc_count":1}]}},{"key":"Prepaid card","doc_count":31,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Government benefit card","doc_count":16},{"key":"General-purpose prepaid card","doc_count":11},{"key":"Payroll card","doc_count":2},{"key":"Mobile wallet","doc_count":1},{"key":"Other special purpose card","doc_count":1}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":10,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":10}]}},{"key":"Debt collection","doc_count":7,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other debt","doc_count":3},{"key":"Auto debt","doc_count":2},{"key":"Credit card debt","doc_count":2}]}},{"key":"Bank account or service","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":5}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":2},{"key":"Other personal consumer report","doc_count":2}]}},{"key":"Vehicle loan or lease","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":3}]}},{"key":"Payday loan, title loan, personal loan, or advance loan","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Installment loan","doc_count":2}]}},{"key":"Credit reporting","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","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":756,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Managing an account","doc_count":320,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem using a debit or ATM card","doc_count":178},{"key":"Deposits and withdrawals","doc_count":50},{"key":"Banking errors","doc_count":42},{"key":"Funds not handled or disbursed as instructed","doc_count":34},{"key":"Problem making or receiving payments","doc_count":8},{"key":"Cashing a check","doc_count":3},{"key":"Problem accessing account","doc_count":3},{"key":"Fee problem","doc_count":2}]}},{"key":"Problem with a lender or other company charging your account","doc_count":122,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Transaction was not authorized","doc_count":115},{"key":"Money was taken from your account on the wrong day or for the wrong amount","doc_count":5},{"key":"Can't stop withdrawals from your account","doc_count":2}]}},{"key":"Problem with a purchase shown on your statement","doc_count":70,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":56},{"key":"Card was charged for something you did not purchase with the card","doc_count":14}]}},{"key":"Unauthorized transactions or other transaction problem","doc_count":37,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fraud or scam","doc_count":36,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Other transaction problem","doc_count":32,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a purchase or transfer","doc_count":28,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Card company isn't resolving a dispute about a purchase or transfer","doc_count":19},{"key":"Charged for a purchase or transfer you did not make with the card","doc_count":9}]}},{"key":"Problem caused by your funds being low","doc_count":19,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Overdrafts and overdraft fees","doc_count":11},{"key":"Non-sufficient funds and associated fees","doc_count":6},{"key":"Late or other fees","doc_count":2}]}},{"key":"Unexpected or other fees","doc_count":10,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing an account","doc_count":9,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Funds not received from closed account","doc_count":7},{"key":"Company closed your account","doc_count":2}]}},{"key":"Trouble using the card","doc_count":6,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble getting information about the card","doc_count":2},{"key":"Problem using the card to withdraw money from an ATM","doc_count":1},{"key":"Problem with direct deposit","doc_count":1},{"key":"Trouble using the card to send money to another person","doc_count":1},{"key":"Trouble using the card to spend money in a store or online","doc_count":1}]}},{"key":"Attempts to collect debt not owed","doc_count":5,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt was paid","doc_count":3},{"key":"Debt was result of identity theft","doc_count":2}]}},{"key":"Deposits and withdrawals","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fees or interest","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Charged too much interest","doc_count":2},{"key":"Problem with fees","doc_count":2}]}},{"key":"Opening an account","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account opened as a result of fraud","doc_count":1},{"key":"Confusing or missing disclosures","doc_count":1},{"key":"Didn't receive terms that were advertised","doc_count":1},{"key":"Unable to open an account","doc_count":1}]}},{"key":"Problem with a company's investigation into an existing problem","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Investigation took more than 30 days","doc_count":3},{"key":"Their investigation did not fix an error on your report","doc_count":1}]}},{"key":"Trouble using your card","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Can't use card to make purchases","doc_count":3},{"key":"Credit card company won't increase or decrease your credit limit","doc_count":1}]}},{"key":"Credit monitoring or identity theft protection services","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Billing dispute for services","doc_count":3}]}},{"key":"Improper use of your report","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Reporting company used your report improperly","doc_count":3}]}},{"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":"Account status incorrect","doc_count":1},{"key":"Information is incorrect","doc_count":1},{"key":"Public record information inaccurate","doc_count":1}]}},{"key":"Problem getting a card or closing an account","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble getting, activating, or registering a card","doc_count":2},{"key":"Trouble closing card","doc_count":1}]}},{"key":"Trouble accessing funds in your mobile or digital wallet","doc_count":3,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Billing disputes","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"False statements or representation","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Attempted to collect wrong amount","doc_count":2}]}},{"key":"Other service problem","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problem with a credit reporting company's investigation into an existing problem","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Difficulty submitting a dispute or getting information about a dispute over the phone","doc_count":2}]}},{"key":"Struggling to pay your bill","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company won't work with you while you're going through financial hardship","doc_count":2}]}},{"key":"Unauthorized transactions/trans. issues","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Advertising","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Changes in terms from what was offered or advertised","doc_count":1}]}},{"key":"Charged fees or interest you didn't expect","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing your account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company closed your account","doc_count":1}]}},{"key":"Credit reporting company's investigation","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Inadequate help over the phone","doc_count":1}]}},{"key":"Dealing with your lender or servicer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble with how payments are being handled","doc_count":1}]}},{"key":"Getting a loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Changes in terms mid-deal or after closing","doc_count":1}]}},{"key":"Identity theft / Fraud / Embezzlement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Lost or stolen money order","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Managing the loan or lease","doc_count":1,"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":1}]}},{"key":"Money was not available when promised","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Other features, terms, or problems","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other problem","doc_count":1}]}},{"key":"Problem when making payments","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Problems at the end of the loan or lease","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Unable to receive car title or other problem after the loan is paid off","doc_count":1}]}},{"key":"Trouble during payment process","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Escrow, taxes, or insurance","doc_count":1}]}},{"key":"Using a debit or ATM card","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}]}},"timely":{"doc_count":756,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":741},{"key":"No","doc_count":15}]}},"company_response":{"doc_count":756,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":613},{"key":"Closed with monetary relief","doc_count":115},{"key":"Closed with non-monetary relief","doc_count":28}]}},"submitted_via":{"doc_count":756,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":756}]}},"company":{"doc_count":756,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"BANK OF AMERICA, NATIONAL ASSOCIATION","doc_count":80},{"key":"WELLS FARGO & COMPANY","doc_count":75},{"key":"Chime Financial Inc","doc_count":68},{"key":"Block, Inc.","doc_count":51},{"key":"JPMORGAN CHASE & CO.","doc_count":46},{"key":"NAVY FEDERAL CREDIT UNION","doc_count":40},{"key":"CAPITAL ONE FINANCIAL CORPORATION","doc_count":38},{"key":"CITIBANK, N.A.","doc_count":33},{"key":"SOFI TECHNOLOGIES, INC.","doc_count":24},{"key":"U.S. BANCORP","doc_count":17},{"key":"UNITED SERVICES AUTOMOBILE ASSOCIATION","doc_count":16},{"key":"Paypal Holdings, Inc","doc_count":15},{"key":"PNC Bank N.A.","doc_count":14},{"key":"FinCo Services Inc DBA Current","doc_count":10},{"key":"KEYCORP","doc_count":10},{"key":"TD BANK US HOLDING COMPANY","doc_count":10},{"key":"AMERICAN EXPRESS COMPANY","doc_count":9},{"key":"CITIZENS FINANCIAL GROUP, INC.","doc_count":9},{"key":"Netspend Corporation","doc_count":9},{"key":"DISCOVER BANK","doc_count":8},{"key":"BARCLAYS BANK DELAWARE","doc_count":7},{"key":"Credit Karma, LLC","doc_count":7},{"key":"SYNCHRONY FINANCIAL","doc_count":7},{"key":"ALLY FINANCIAL INC.","doc_count":6},{"key":"Coinbase, Inc.","doc_count":6},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":6},{"key":"GOLDMAN SACHS BANK USA","doc_count":6},{"key":"Comerica","doc_count":5},{"key":"SANTANDER HOLDINGS USA, INC.","doc_count":5},{"key":"TRUIST FINANCIAL CORPORATION","doc_count":5},{"key":"Branch Messenger, Inc.","doc_count":4},{"key":"FISERV FINXACT CORE","doc_count":4},{"key":"HUNTINGTON NATIONAL BANK, THE","doc_count":4},{"key":"M&T BANK CORPORATION","doc_count":4},{"key":"REGIONS FINANCIAL CORPORATION","doc_count":4},{"key":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","doc_count":4},{"key":"ADP Inc.","doc_count":3},{"key":"Experian Information Solutions Inc.","doc_count":3},{"key":"Foris DAX, Inc.","doc_count":3},{"key":"MoneyLion Inc.","doc_count":3},{"key":"ROBINHOOD MARKETS INC.","doc_count":3},{"key":"AXOS FINANCIAL, INC.","doc_count":2},{"key":"Albert Corporation","doc_count":2},{"key":"BOK FINANCIAL CORP","doc_count":2},{"key":"Bread Financial Holdings, Inc.","doc_count":2},{"key":"CULLEN/FROST BANKERS, INC.","doc_count":2},{"key":"Conduent Incorporated","doc_count":2},{"key":"EQUIFAX, INC.","doc_count":2},{"key":"Early Warning Services, LLC","doc_count":2},{"key":"FIRST CITIZENS BANCSHARES, INC.","doc_count":2},{"key":"OFG BANCORP","doc_count":2},{"key":"Revolut Technologies Inc.","doc_count":2},{"key":"STATE EMPLOYEES CREDIT UNION","doc_count":2},{"key":"UPGRADE, INC.","doc_count":2},{"key":"ZIONS BANCORPORATION","doc_count":2},{"key":"ALLIANT CREDIT UNION","doc_count":1},{"key":"AMERICA FIRST FEDERAL CREDIT UNION","doc_count":1},{"key":"American Coradius International LLC","doc_count":1},{"key":"BANCFIRST CORPORATION","doc_count":1},{"key":"BANCORPSOUTH BANK","doc_count":1},{"key":"BANK OF HAWAII CORPORATION","doc_count":1},{"key":"BANKMOBILE TECHNOLOGIES, INC","doc_count":1},{"key":"BB&T CORPORATION","doc_count":1},{"key":"BBVA FINANCIAL CORPORATION","doc_count":1},{"key":"BMO BANK NATIONAL ASSOCIATION","doc_count":1},{"key":"BOEING EMPLOYEES' CREDIT UNION","doc_count":1},{"key":"Blackhawk Network Holdings Inc.","doc_count":1},{"key":"Byrider Franchising, LLC","doc_count":1},{"key":"CARD Corporation","doc_count":1},{"key":"CHARLES SCHWAB CORPORATION, THE","doc_count":1},{"key":"COLUMBIA BANKING SYSTEM, INC.","doc_count":1},{"key":"Consumer Portfolio Services, Inc.","doc_count":1},{"key":"Dave Operating, LLC","doc_count":1},{"key":"EdFinancial Services","doc_count":1},{"key":"FIRST FINANCIAL BANCORP","doc_count":1},{"key":"FIRST NATIONAL BANK OF PENNSYLVANIA","doc_count":1},{"key":"FIRST UNITED BANK AND TRUST COMPANY","doc_count":1},{"key":"Fidelity National Information Services, Inc. (FNIS)","doc_count":1},{"key":"GLOBAL CREDIT UNION","doc_count":1},{"key":"HSBC NORTH AMERICA HOLDINGS INC.","doc_count":1},{"key":"Indie Technology DBA Found","doc_count":1},{"key":"Klarna AB","doc_count":1},{"key":"LendingPoint Holdings LLC","doc_count":1},{"key":"MORGAN STANLEY & CO. LLC","doc_count":1},{"key":"Mercury Technologies, Inc.","doc_count":1},{"key":"Newport Intermediate Inc.","doc_count":1},{"key":"Novo Platform Inc.","doc_count":1},{"key":"OneMain Finance Corporation","doc_count":1},{"key":"PACIFIC WESTERN BANK","doc_count":1},{"key":"PENTAGON FEDERAL CREDIT UNION","doc_count":1},{"key":"PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION","doc_count":1},{"key":"PLANET HOME LENDING, LLC","doc_count":1},{"key":"Payward Ventures Inc. dba Kraken","doc_count":1},{"key":"SCHOOLSFIRST FEDERAL CREDIT UNION","doc_count":1},{"key":"SIMMONS FIRST NATIONAL CORPORATION","doc_count":1},{"key":"SUNCOAST CREDIT UNION","doc_count":1},{"key":"SUNTRUST BANKS, INC.","doc_count":1},{"key":"TCF FINANCIAL CORPORATION","doc_count":1},{"key":"UMB FINANCIAL CORPORATION","doc_count":1},{"key":"VYSTAR CREDIT UNION","doc_count":1},{"key":"WEBSTER BANK, NATIONAL ASSOCIATION","doc_count":1},{"key":"Winklevoss Exchange LLC","doc_count":1}]}},"state":{"doc_count":756,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":113},{"key":"TX","doc_count":74},{"key":"FL","doc_count":73},{"key":"NY","doc_count":47},{"key":"GA","doc_count":42},{"key":"NJ","doc_count":26},{"key":"OH","doc_count":23},{"key":"PA","doc_count":23},{"key":"AZ","doc_count":21},{"key":"MA","doc_count":20},{"key":"MD","doc_count":20},{"key":"MI","doc_count":19},{"key":"NC","doc_count":19},{"key":"WA","doc_count":18},{"key":"CO","doc_count":17},{"key":"IL","doc_count":16},{"key":"VA","doc_count":15},{"key":"NV","doc_count":14},{"key":"MO","doc_count":12},{"key":"OK","doc_count":12},{"key":"LA","doc_count":11},{"key":"MN","doc_count":10},{"key":"OR","doc_count":10},{"key":"TN","doc_count":10},{"key":"WV","doc_count":8},{"key":"AL","doc_count":7},{"key":"IN","doc_count":7},{"key":"CT","doc_count":6},{"key":"SC","doc_count":6},{"key":"UT","doc_count":5},{"key":"WI","doc_count":5},{"key":"DC","doc_count":4},{"key":"MS","doc_count":4},{"key":"NE","doc_count":4},{"key":"NM","doc_count":4},{"key":"RI","doc_count":4},{"key":"ID","doc_count":3},{"key":"AR","doc_count":2},{"key":"DE","doc_count":2},{"key":"HI","doc_count":2},{"key":"KS","doc_count":2},{"key":"MT","doc_count":2},{"key":"NH","doc_count":2},{"key":"PR","doc_count":2},{"key":"VT","doc_count":2},{"key":"AK","doc_count":1},{"key":"IA","doc_count":1},{"key":"KY","doc_count":1},{"key":"ME","doc_count":1},{"key":"ND","doc_count":1},{"key":"WY","doc_count":1}]}},"company_public_response":{"doc_count":756,"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":283},{"key":"Company believes it acted appropriately as authorized by contract or law","doc_count":42},{"key":"Company believes the complaint provided an opportunity to answer consumer's questions","doc_count":3},{"key":"Company chooses not to provide a public response","doc_count":1},{"key":"Company disputes the facts presented in the complaint","doc_count":1}]}},"tags":{"doc_count":756,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":98},{"key":"Older American","doc_count":30},{"key":"Older American, Servicemember","doc_count":8}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{"2":[15.081072,"18358455"],"3":[14.657889,"12954617"],"4":[14.138664,"15419574"],"5":[13.560843,"19967239"],"6":[13.094179,"21425197"],"7":[12.690483,"14711729"],"8":[12.374136,"13861409"]}}}