{"took":167,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":16,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6073785","_score":21.38678,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I filed a fraud claim with Bank of America. I initially contacted them prior to formally filing the claim and was told to contact the consumer directly in order to resolve the issue much faster as the large amount would make it difficult - I followed Bank of Americas guidance and direction, and the Merchant did not resolve my issue and would never provide any information. Bank of America denied my claim due to their belief that given the time frame from the filing that I should have seen the amount gone from my account- which is correct, but they missed the context. The formal filing was only delayed because they told me to contact the merchant first, so yes, I did not have a fraud claim filed already. They denied my claim and after my explanation they re-opened the claim and took my police report. I have been waiting for a temporary credit at least and have not received that. \n\nThey will not issue a credit since the claim was initially denied. Which seems very odd considering it shouldnt have been rejected based off their reason for denial. They wont respond to any inquiries. They police department and merchant said Bank of America has not contacted them. Nothing is being done.","date_sent_to_company":"2022-10-11T20:40:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"85704","tags":null,"has_narrative":true,"complaint_id":"6073785","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-10-11T20:27:47.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I <em>filed</em> a fraud <em>claim</em> with Bank of America. I initially contacted them prior to formally <em>filing</em> the <em>claim</em> and was told to contact the consumer directly in order to <em>resolve</em> the issue much <em>faster</em> as the large amount would make it difficult - I followed Bank of Americas guidance and direction, and the Merchant did not <em>resolve</em> my issue and would never provide any information."]},"sort":[21.38678,"6073785"]},{"_index":"complaint-public-v1","_id":"12202766","_score":16.704666,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I was a victim of an online rental scam that resulted in the loss of {$2600.00}. The scam took place through the Furnished Finder platform, where an individual posing as a landlord listed an apartment for sublease under the username XXXX ( XXXX XXXX XXXXXXXX XXXX XXXX  ). \n\nI was in direct contact with an individual claiming to be their realtor, XXXX XXXX, throughout the leasing process. After reviewing and signing a lease agreement that included the apartments address, I proceeded to make a payment : {$1000.00} security deposit {$1600.00} first months rent The lease listed XXXX XXXX XXXX as the landlord. At the realtors request, I sent the total payment of {$2600.00} via XXXX transfer to their designated business bank account. \n\nXXXX of Events : XX/XX/year> Found the listing on XXXX XXXX. \nXX/XX/year> Received an email from the realtor ( XXXX XXXX ) and signed the lease agreement the same day for a XX/XX/year> move-in date. \nXX/XX/year> Sent the full {$2600.00} payment via ACH transfer. \nXX/XX/year> The realtor claimed their bank rejected my payment and stated I would receive a refund. Instead of returning my money, they requested that I resend the payment via a different method, raising suspicion. \nXX/XX/year> They requested my bank account number, claiming it was to process my refund faster. However, no refund was ever received. This was a red flag for potential further fraud. I did not provide my account number. \nAfter XX/XX/year> The listing was removed from XXXX XXXX, and the realtor claimed they never received my payment. However, my bank confirmed that the funds were successfully processed and received. Despite their claim that the transfer was rejected, I have not received any refund. \n\nDetails of the Fraud : On XX/XX/year>, the realtor initially communicated professionally but later falsely claimed their bank rejected my payment while refusing to provide proof. \nOn XX/XX/year>, instead of issuing a refund as promised, they asked me to send more money using a different method, suggesting an attempt to extract additional funds. \nOn XX/XX/year>, they requested my bank account number, stating it would help process my refund faster, but I never received a refund. \nThe listing was removed from XXXX XXXX, suggesting they deleted their account to avoid further contact. \n\nSupporting Information : Platform used : Furnished Finder Scammer username : XXXX Property number : XXXXXXXX XXXX XXXX Alleged realtor : XXXX XXXX XXXX landlord : XXXX XXXX XXXX Payment method : ACH Transfer Total amount lost : {$2600.00} I am filing a complaint regarding my banks refusal to dispute a fraudulent ACH transfer, leaving me in a dire financial and housing situation. \n\nDespite providing my bank with evidence that this was a fraudulent transaction, they have informed me that they can not dispute ACH transfers. This policy has left me with no recourse, despite clear indications that I was deceived. \n\nTo make matters worse, the scammer continued to falsely claim they never received the payment, further complicating the situation, and have since stopped responding due to my growing suspicion. Because of this, I have lost a significant amount of money and currently have nowhere to live. I urgently need assistance in resolving this matter and recovering my funds. \n\nI am requesting that the Consumer Financial Protection Bureau review this issue and advise on how my bank can be held accountable for failing to assist in a clear case of fraud. Any guidance or action you can take would be greatly appreciated. \n\nThank you for your time and assistance. I look forward to your response.","date_sent_to_company":"2025-02-26T02:24:53.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"22408","tags":null,"has_narrative":true,"complaint_id":"12202766","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2025-02-26T02:14:33.000Z","state":"VA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/year> The realtor <em>claimed</em> their bank <em>rejected</em> my payment and stated I would receive a refund. Instead of returning my money, they requested that I resend the payment via a different method, raising suspicion. \nXX/XX/year> They requested my bank account number, <em>claiming</em> it was to process my refund <em>faster</em>. However, no refund was ever received. This was a red flag for potential further fraud. I did not provide my account number."]},"sort":[16.704666,"12202766"]},{"_index":"complaint-public-v1","_id":"18300111","_score":16.367775,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/XXXX I received an e-mail about a payment to a seller \" XXXX XXXX  '' for the amount of {$440.00}. \n\nI did not recognize this seller so immediately reviewed the transaction details. \n\nThe e-mail address appeared highly suspicious and designed to appear as if it was a Paypal corporate charge. \n\n\" You'll see \" PAYPAL * PAYPAL '' on your card statement. '' Two tracking numbers for XXXX were provided : XXXX : Delivered XXXX, NY XXXX XX/XX/year>, XXXX XXXX XXXXXXXX : Delivered XXXX, TX XXXX XX/XX/year>, XXXX XXXX  I immediately filed a dispute for an unauthorized transaction to Paypal on the same day. \nI noted that the seller 's name was two famous actors combined into one. I noted that its impossible that the tracking was delivered over a month earlier to two separate addresses I have never lived at.\n\nPayPal would later acknowledge these factors in a response e-mail but has chosen to never address them, failing to conduct even the most basic of diligence : \" I can see why you believe this activity clearly points to fraud, particularly considering : * the use of a name that appears fabricated, * an email address designed to resemble a PayPal-related address, and * tracking information that does not appear to be legitimate.\n\nYou were also prompt in reporting this activity, which is important and has been noted. '' Within a few hours of filing the appeal it was rejected. Subsequent appeals have also been rejected. Paypal says that it will provide the documents for the basis of the decision, however, has failed to provide them.\n\nThis is highly concerning. This is not an immaterial amount of money and Paypal appears completely unaware of where it went. I am highly concerned about what kind of illicit operations this may be funding and this appears to violate very important Know Your Customer laws.\n\nPaypals fast case rejection, obviously automated, and lack of a real appeals process displays no good faith to resolve issues, instead its clearly a barrier designed to deny claims until people drop it. Reports online on sites such as XXXX have postings by former Paypal agents claiming that this is routine, which would make Paypal complicit in fraud.","date_sent_to_company":"2025-12-26T18:55:14.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"92054","tags":null,"has_narrative":true,"complaint_id":"18300111","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-12-26T18:36:12.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Paypals <em>fast</em> case rejection, obviously automated, and lack of a real appeals process displays no good faith to <em>resolve</em> issues, instead its clearly a barrier designed to deny <em>claims</em> until people drop it. Reports online on sites such as XXXX have postings by former Paypal agents <em>claiming</em> that this is routine, which would make Paypal complicit in fraud."]},"sort":[16.367775,"18300111"]},{"_index":"complaint-public-v1","_id":"5568382","_score":15.963887,"_source":{"product":"Debt collection","complaint_what_happened":"I have previously filed a complaint against this company for refusing to return my calls and messages I left on their voicemail. They claimed in their response to the CFPB that they had no record of those calls and voicemails which is a lie. They provided an email address and a fax number for me to send documents to, which would be used help remove the debt that was placed on my credit report due to identity theft. I have sent a fax from my bank on XX/XX/2022. I was not aware until I attempted to send another fax today XX/XX/2022 from my bank and it came back that the fax number they gave me was not working, I attempted to send an email to the email address they provided and I got an email back that their server rejected it due to a setting they have. \nI was able to speak to a collections rep at Payliance on XX/XX/2022 and she was very rude. She antagonized my wife and I and made up lies. She claimed that Payliance received so many emails in the last week it crashed their server. I explained to her again it was a fax not an email. She told me they are processed in the order received. I told her this needs to be urgent as I would have sent the required documentation months ago had I received a call back when I left voicemails. She asked if I would hold while she called the supervisor of the dispute department which she claims is the department handling the accounts now. I responded yes and then immediately she said he just responded. I am completely unsure how she got a response from someone so fast that she claimed she needed to call when she never actually put me on hold or even had enough time to call someone. Either way she gave me the same response of all claims are handled in the order they are received. Before I got off the phone with the collections rep she told my wife and I that she prays that Payliance will resolve my issue soon. \nIt has now been 20 days since my first fax, and 13 days since I talked to the collections rep and sent the email. They have continued to lie over and over. I need my issue resolved now.","date_sent_to_company":"2022-05-16T23:35:24.000Z","issue":"Attempts to collect debt not owed","sub_product":"I do not know","zip_code":"67216","tags":null,"has_narrative":true,"complaint_id":"5568382","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Collections Acquisition Company, Inc.","date_received":"2022-05-16T22:21:32.000Z","state":"KS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["I need my issue <em>resolved</em> now."]},"sort":[15.963887,"5568382"]},{"_index":"complaint-public-v1","_id":"2467487","_score":12.988458,"_source":{"product":"Checking or savings account","complaint_what_happened":"I 'll try to be brief. In  XXXX  I submitted two claims for unauthorized, unrecognized charges on my checking account. I was told the claims would be concluded within 60 days. I was told that my card was being cancelled and I was being reissued a new one, and I paid for priority processing and advised the agent that I was leaving in 9 days for a wedding in another state. I asked if it would be best to hold off on reissuing the card until I returned, but I was assured that the card would arrive far in advance of the day  I  left and that I really should let the agent cancel it for the benefit of the claim. I then had to cancel my flight because the card never arrived and having contacted  Chase  multiple times, I was eventually informed that a new card had never even been ordered after my original was canceled. The closest  Chase  banks with the ability to issue new cards were both in excess of  200  miles from my home and my arrival destination, meaning I had no means to pay for gas, taxi, whatever the case may be. So in this instance alone the negligence of several Chase employees cost me  XXXX  $ I had invested into a flight I could no longer take. ( How was I going to pay for my Tuxedo rental, hotel, food, etc. ). In early  XXXX , I advised the bank that as we are approaching the end of the 60 day time frame, I would be out of town from  XXXX   XXXX  through the  XXXX  and gave an alternate contact phone number in case I needed to be reached. I arrived home on the  XXXX  and found emails from the  XXXX  stating chase needed more information to investigate my claim. Then,  2  more emails on the  XXXX  stating my claim was rejected because  Chase  found the \" charges to be correct ''. I called on the  XXXX  and was advised by the claims agent that I spoke to that the agent who handled my first claim had filed the claim incorrectly, as a service not rendered instead of an unrecognized or fraudulent charge. The second claim had simply been filed in an identical manner as the first because when I spoke to that agent I, unaware at the time that the original claim was mishandled, told him they were both the same scenario. So the agent I spoke to on the  XXXX  gave me this information, then advised me that she would resubmit the claims and contact the investigation team to have them cancel the impending reversal of the credits I was originally issued in  XXXX . I specifically asked if this would be the case because my rent, phone, cable and car insurance bills are all due at the last week of each month. I told her that if the funds were going to be pulled, I would need to make alternate arrangements to cover these things, or at the very least withdraw what I needed from my bank account and let it sit in a negative balance until the claim was resolved or I could make a deposit. Because the agent assured me it would be fine, I left my funds in the account. Fast forward to   XXXX  , and the funds have been pulling out of the account, leaving me with not enough money to cover my bills and I as of today am facing eviction from my home because I can not pay my rent. I contacted Chase claims department again and spoke to 3 different agents, all of which refused to allow me to speak to a manager. I was told that there would be no consideration of a temporary or emergency credit being placed on the account. All three agents recognized and agreed that the mishandling of the claim is what resulted in the situation and simply stated there was nothing they can do. I know, for a fact, that this information is not accurate. I am currently facing eviction from my home and suspension of my drivers license, as well as the impending loss of access to my phone which is needed to manage this absolutely atrocious situation caused by the willful ignorance of the Chase bank claims department. I have additionally filed a complaint with the   XXXX   XXXX   XXXX   and have forwarded all of my information and documentation to a local law office for review as well.","date_sent_to_company":"2017-04-26T20:24:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33625","tags":"Servicemember","has_narrative":true,"complaint_id":"2467487","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-04-26T20:02:14.000Z","state":"FL","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I arrived home on the  XXXX  and found emails from the  XXXX  stating chase needed more information to investigate my <em>claim</em>. Then,  2  more emails on the  XXXX  stating my <em>claim</em> was <em>rejected</em> because  Chase  found the \" charges to be correct ''. I called on the  XXXX  and was advised by the <em>claims</em> agent that I spoke to that the agent who handled my first <em>claim</em> had <em>filed</em> the <em>claim</em> incorrectly, as a service not rendered instead of an unrecognized or fraudulent charge."]},"sort":[12.988458,"2467487"]},{"_index":"complaint-public-v1","_id":"8476368","_score":12.272149,"_source":{"product":"Prepaid card","complaint_what_happened":"You recently closed my previous complaint because I did not respond fast enough. This is an extension of complaint XXXX. I spoke with a representative at the CFPB today and before she hung up on my phone call very rudely, she informed me that there is in fact an enforcement action against US Bank issued by the CFPB. I read about this at Consumer Affairs and they summarized the enforcement action as \" CFPB has ordered U.S. Bank to pay nearly {$21.00} XXXX for keeping out-of-work consumers from accessing unemployment benefits {$5.00} XXXX of that going directly to consumers harmed by its actions. Separately, the Office of the Comptroller of the Currency ( OCC ) fined XXXX XXXX XXXX {$15.00} million. The CFPB and OCC coordinated during their investigations into U.S. Banks illegal conduct. '' This is relevant here because I have filed many complaints against US Bank for their illegal conduct. \nI first filed a complaint with you in XXXX or XXXX XXXX XXXX  about US Bank and how they ruined my life. I contacted US Bank countless times between XX/XX/XXXX and XX/XX/XXXX because they had frozen my wifes account without cause and denied access to the funds in the account. I was out of state at the time US Bank froze the account and when they did this, I became stranded in Kansas although my home is in Colorado. Without access to the funds I had no way to return home and as a result I lost my home, my possessions, and eventually my Colorado residency. To this very day I am still stranded in Kansas where I do not want to be, and it is all because US Bank froze the funds in the account. US Bank refused to release the account funds every time I contacted them over a period of XXXX months. After filing the complaint with the CFPB US Bank cooperated and they sent me a letter which I will attach. In this letter they claim that the only reason they did not release the funds from the unemployment account was they wanted to verify my ID. At no point in this XXXX month period did US Bank ever ask me for ID verification, until the CFPB got involved. As mentioned, the result of your intervention was this letter I received. In the letter US Bank apologizes for the hardship they caused me. US Bank then expedited a check with a tracking number to my mothers address in Kansas in the amount of {$2600.00} and they acknowledge the delivery of the check was successful. This all sounds like the issue was resolved, however it still has not been. That check that US Bank issued me was returned as rejected after depositing it in my bank account elsewhere. The check that the CFPB stepped in to contact US Bank about, regarding US Banks illegal withholding of the account and the funds, the very same incident that left me homeless and penniless, was returned by US Bank upon deposit. US Bank may have pretended to apologize and issue the funds but after the CFPB had no more role to play, US Bank went back to their illegal practices. I am still owed the funds in that account in the amount of {$2600.00}. I am owed for all the hardship that their illegal practices have caused including the loss of my home, possessions, and my state residency. This issue needs resolved still. This all relates to my mention of the enforcement action the CFPB issued US Bank because US Bank froze the account, \" keeping out of work consumers from accessing unemployment benefits, '' just as the enforcement action was made to remedy. The frozen account has not been remedied and they have had years to do so. By rejecting the very check that US Bank claims to have issued to me for resolution, they have only exacerbated the problem even farther and I am livid about this. It is far past time to do something about this and hold US Bank accountable. The letter they sent me is evidence of their deceptions and an admittal of their deceptions. It is for these reasons that I qualify to receive a portion of the settlement that was ordered by the CFPB and the OCC. I am owed settlement in the amount of the check {$2600.00} and I am owed for the hardships that were created by US Bank and the hardships that continue still to this very day at the hand of US Bank. The CFPB needs to do more than just order an enforcement action the CFPB needs to actually enforce the action. US Bank has failed to follow through with what was ordered and they rejected their own check they sent to me. \nUS Bank now claims that they can not find information about the frozen account of my now XXXX  wife, XXXX XXXX. I have attempted to contact US Bank at the email address they instructed me to use, XXXX, yet I have not received a single correspondence in return from US Bank. US Bank claims that \" if '' I am determined eligible for a refund that I would receive communication from them. I have not received any communication since then. I know for a fact I am eligible to receive compensation for these things because US Bank admits to me in the letter I possess that there was fault caused by US Bank, and they apologized for creating the issue. That letter proves I am eligible for settlement claims not only for the STILL frozen account and funds in the account, but for the hardships created by it, which they also address and admit. So there is no question \" IF '' I am eligible, it is a fact that has been agreed upon already by both parties. The issue now is, who is going to hold US Bank accountable to follow through with the enforcement action? They did not follow through with their claims in XXXX XXXX XXXX as was directed by you, they know very well I am eligible for the settlement claims now because they admitted their fault to me then already, so what is the delay? Why is it that an enforcement action is made but not actually enforced? The term enforcement loses all meaning when it is not actually enforced, and it becomes more of a gentle suggestion or thought.\n\nAnother problem, identical to the last one I just addressed is a rejected check issued to me by US Bank. This check in question was in the amount of {$1200.00} written to me from US Bank. This check also was rejected by US Bank, and was written by US Bank. That makes XXXX checks, upon deposit, in which the issuing bank was also the rejecting bank. These check funds were written to me by US Bank and I am still owed these funds from US Bank totaling {$3800.00}. I held a meeting with a branch manager on XXXX XXXX, XXXX and US Bank told me that these XXXX checks were still good regardless of the issue date and that I would be able to cash them. I was assured, and yet they rejected the funds they owed me. I want the CFPB to order the re issuance of these funds. US Bank can send XXXX new checks in the same amounts or combine them into XXXX check totaling {$3800.00}. \nOne main complaint I have is that they did nothing about replacing the funds that were stolen at an ATM using my unemployment government benefits payroll card. These funds were stolen from me and were protected under the \" electronic funds transfer act. '' The CFPB has done nothing to enforce the laws that protect me as a consumer in this situation. US Bank did not offer provisional credit or follow the laws they are supposed to follow. You have sat idly by and let US Bank operate illegally and without any accountability. There is an enforcement action against this bank because they are acting in illegal ways. They continue to act in illegal ways. When is someone going to actually do something and make them follow through with what they owe??\n\nAs of today, US Bank owes me {$3800.00} for the amount of the frozen closed accounts that has not been paid. US Bank owes me for the funds that were stolen from my unemployment benefits card at an ATM that were protected by our agreement and the EFTA in the amount of {$3900.00}, if memory serves me correctly. This leaves a total of {$7800.00} that US Bank has stolen from my family. This leaves an amount of {$7800.00} that I have reported to the CFPB in dozens of complaints I have filed with you that you have not enforced. US Bank pretended to issue payment in the amount of {$3800.00} using XXXX checks, but then denied them. US Bank never once issued provisional credit for my protected government payroll benefits card theft nor did they repay the stolen amounts. \nI have had it. This bank owes me these funds and a great deal more from the years of hardship they created. I want them to pay what they owe and I want the CFPB to actually enforce their actions from start to finish. The CFPB needs to order this payment and not leave the issue alone until I have cashed the checks successfully, and then you need to ensure that US Bank is not allowed to operate in the manners they have been illegally acting for years now. Shame on the CFPB because I have filed over a dozen complaints about this and you have not done a thing, and you are every bit as responsible for the crooked practices of US Bank as they are because you are allowing it.\n\nI want these funds paid to me asap, I want additional paid for the years of hardship, and I want to be paid in the settlement for the enforcement actions issued by the CFPB and OCC. I request that an administrative adjudication be filed against US Bank by filing a Notice of Charges alleging a violation of a consumer protection statute. This is my notice again to the CFPB, these are the charges US Bank needs to face, and the judge needs to order my funds be paid to me since the CFPB is not enforcing the enforcement actions. Why you leave it up to US Bank to determine eligible recipients for receiving settlement payment makes no sense what so ever. If they are acting in a criminal manner before getting caught and still acting that way after getting caught and being \" enforced '', why would you allow the criminal business to be in charge of determining eligible recipients? They will clearly lie and act in a criminal manner then as well. I want this notice of charges for US Banks violations acted upon.","date_sent_to_company":"2024-03-11T13:41:12.000Z","issue":"Unexpected or other fees","sub_product":"Government benefit card","zip_code":"671XX","tags":null,"has_narrative":true,"complaint_id":"8476368","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2024-03-05T20:32:25.000Z","state":"KS","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This all sounds like the issue was <em>resolved</em>, however it still has not been. That check that US Bank issued me was returned as <em>rejected</em> after depositing it in my bank account elsewhere. The check that the CFPB stepped in to contact US Bank about, regarding US Banks illegal withholding of the account and the funds, the very same incident that left me homeless and penniless, was returned by US Bank upon deposit."]},"sort":[12.272149,"8476368"]},{"_index":"complaint-public-v1","_id":"17471474","_score":10.9959,"_source":{"product":"Mortgage","complaint_what_happened":"Please see attached rebuttal to complaint XXXX, outlining all the violations.\n\nThank you for reviewing my complaint. I am submitting this rebuttal because Shellpoint 's response contains significant inaccuracies, omissions, and unresolved issues. Their response does not address the core problems, and the servicing errors remain ongoing. I respectfully request that CFPB re-open my complaint for further investigation.\n\n1. SHELLPOINT 'S RESPONSE OMITS KEY FACTS AND FAILS TO ADDRESS DOCUMENTED ERRORS Several major issues remain unresolved : ( a ) Payments were rejected and returned after my loss mitigation application was acknowledged as complete.\n\nShellpoint 's letter dated XX/XX/XXXX states my application was complete and foreclosure protection was in place. After that date : Multiple weekly payments were rejected One payment was returned by check ( XX/XX/XXXX payment rejected XX/XX/XXXX ) Additional payments attempted through my bank were rejected These payment rejections are not addressed anywhere in Shellpoint 's response.\n\n( b ) Payment rejection pattern demonstrates bad faith Timeline of Shellpoint 's inconsistent conduct : XX/XX/XXXX - XX/XX/XXXX : Accepted my weekly {$170.00} payments XX/XX/XXXX : Rejected payments and referred loan to foreclosure attorney XX/XX/XXXX : Resumed accepting payments XX/XX/XXXX : Rejected payments again ( starting with XX/XX/XXXX payment, rejected XX/XX/XXXX ) This pattern prevents me from curing any actual delinquency and demonstrates Shellpoint 's bad faith in servicing my account.\n\n2. XXXX ADMITS ( AND SHELLPOINT INHERITED ) SYSTEMATIC ACCOUNTING ERRORS FROM XXXX Shellpoint 's XX/XX/XXXX response specifically acknowledges errors made by the prior servicer ( XXXX  ) : \" Errors were found in the construction of your XXXX-approved loan modification during XX/XX/XXXX to XX/XX/XXXX '' \" Payments received between XX/XX/XXXX, and XX/XX/XXXX, XXXXprior to the modification being bookedwere not applied according to the modification terms, contributing to further delinquency '' While these errors occurred under XXXXXXXX XXXX servicing ( before Shellpoint took over in XX/XX/XXXX ), Shellpoint : Inherited an account with known errors Took responsibility for these errors in their CFPB response Has NOT corrected the errors Is attempting to foreclose based on a delinquency created by these admitted errors Within 8 months of taking over servicing ( XX/XX/XXXX - XX/XX/XXXX ), Shellpoint filed a Notice of Default without : Correcting the inherited accounting errors Providing accurate accounting of my payments Giving me fair opportunity to cure any actual shortfall Properly crediting my payments made under Shellpoint 's servicing CRITICAL : The alleged delinquency that Shellpoint is foreclosing on was created by XXXXXXXX XXXX admitted errors , which Shellpoint has failed to correct.\n\n3. SHELLPOINT INCONSISTENTLY APPLIED THE XXXX MODIFICATION PARTIAL IMPLEMENTATION IS EVIDENCE THE MODIFICATION WAS ACTIVE Although Shellpoint claims the modification was not implemented, their own records and my current loan terms show : My current interest rate ( 4.125 % ) is the same rate contained in the XXXX modification My current monthly payment amount ( {$660.00} ) matches the XXXX modification payment exactly This indicates Shellpoint did implement parts of the modification, contradicting their written statement. Partial implementation is a recognized form of contract acceptance and raises serious concerns about the accuracy of their foreclosure basis.\n\nMoreover, I have been making payments in good faith reliance on the modification agreement since XX/XX/XXXX. \n4. PRINCIPAL BALANCE FIGURES ARE INCONSISTENT AND UNEXPLAINED Shellpoint 's letter lists contradictory principal balance figures : Loan history principal : {$110000.00} My loan history downloaded from Shellpoint 's system shows : {$110000.00} ( as of XX/XX/XXXX ) My XXXX modification agreement states : {$110000.00} Shellpoint 's XXXX proposed modification lists : {$120000.00} These figures contradict each other by more than {$10000.00} with no explanation.\n\nShellpoint provided no breakdown of : Which fees were capitalized Why the balance increased by $ XXXX despite payments made What calculations were used Whether misapplied payments from XXXX were corrected How the 13-year draw period error affected the balance This is directly responsive to my RESPA Notice of Error, yet they did not provide the required explanation under 12 U.S.C. 2605 ( e ).\n\n5. SHELLPOINT CONFIRMS THE DRAW PERIOD WAS INCORRECTLY RECORDED Their letter states their system incorrectly showed the draw period ending XX/XX/XXXX, when it actually ended XX/XX/XXXX ( per my original HELOC terms : 60-month draw period from XX/XX/XXXX ). \nShellpoint claims they corrected the draw period end date to XX/XX/XXXX after I brought it to their attention. This is STILL WRONG. My original HELOC agreement shows a 60-month ( 5-year ) draw period starting XX/XX/XXXX. Correct draw period end date : XX/XX/XXXX ( not XXXX, not XXXX ). \nThis means : The loan was serviced with fundamentally incorrect information Payments may have been applied as \" draw period '' ( interest-only ) when they should have been applied to principal Possible over-accrual of interest occurred The XXXX modification calculations may have been based on incorrect principal balance Their accounting is demonstrably unreliable Even Shellpoint 's `` correction '' to XX/XX/XXXX is still wrong by 5 years This directly impacts the accuracy of the principal balance, arrears calculation, and modification terms, yet Shellpoint provided no explanation of : How this error affected payment application Whether they recalculated the balance What my principal balance should actually be with correct payment application Whether the modification balance of {$110000.00} was calculated using the wrong draw period assumption 6. SHELLPOINT DID NOT RESPOND TO MULTIPLE REQUIRED RESPA/RFI ITEMS My Notice of Error and Request for Information requested : Full itemization of arrears with dates and amounts Payment-by-payment transaction history showing application to principal, interest, fees Itemization of capitalized amounts Explanation for conflicting principal balances Documentation related to rejected payments All internal servicing notes regarding the XXXX modification Complete accounting from XX/XX/XXXX to present Explanation of how bankruptcy trustee payments were applied Shellpoint did not provide or address these items. Regulation X ( 12 C.F.R. 1024.35 ) requires a substantive response to a Notice of Error. Their response is incomplete and does not satisfy their legal obligations under RESPA.\n\n7. SHELLPOINT 'S DENIAL OF DUAL TRACKING IS CONTRADICTED BY THE PAYMENT REJECTIONS AND TIMELINE Shellpoint claims foreclosure proceedings were paused during loss mitigation review. However, the timeline contradicts this : XX/XX/XXXX : Loan servicing transferred to Shellpoint XX/XX/XXXX : Shellpoint refers loan to foreclosure attorney ( per their letter ) XX/XX/XXXX : Notice of Default recorded XX/XX/XXXX : Shellpoint acknowledges my loss mitigation application is complete After XX/XX/XXXX : Shellpoint rejects multiple payments XX/XX/XXXX : Shellpoint sends CFPB response claiming delinquency Rejecting payments while a loss mitigation application is under review : ( 1 ) Prevents the borrower from curing any delinquency ( 2 ) Causes the alleged arrears to grow ( 3 ) Constitutes advancement of foreclosure proceedings ( 4 ) Violates the dual tracking prohibition under California Civil Code 2923.6 and Regulation X 8. SHELLPOINT FABRICATED A LOSS MITIGATION APPLICATION- I MADE NO SUCH APPLICATION Shellpoint 's XX/XX/XXXX letter states I submitted a complete loss mitigation application as of XX/XX/XXXX. \nTHIS IS CATEGORICALLY FALSE. \nIn XX/XX/XXXX, my ONLY contact with Shellpoint was : - Making my regular weekly {$170.00} bill pay payments - Payments made through my bank 's automated bill pay system - No other communication of any kind I did NOT in XX/XX/XXXX : - Submit any loss mitigation application ( online, mail, fax, or in person ) - Call Shellpoint to request loss mitigation - Email Shellpoint about loss mitigation - Send any documents to Shellpoint- Authorize anyone to apply on my behalf - Log into any Shellpoint online portal - Sign any application forms I have bank records proving my only activity was routine bill pay payments. Shellpoint fabricated this application. Why would Shellpoint do this?\n\n1. To create appearance of regulatory compliance : By claiming to 'evaluate ' me for loss mitigation, they appear to comply with regulations requiring servicers to consider alternatives to foreclosure.\n\n2. To justify quick denial : They could 'evaluate ' the fake application and deny it ( XX/XX/XXXX ), claiming they considered alternatives.\n\n3. To justify payment rejections : While 'evaluating ' the fake application, they rejected my payments ( starting XX/XX/XXXX ), increasing alleged arrears.\n\n4. To avoid honoring my XX/XX/XXXX modification : By treating me as a new applicant rather than someone with an existing modification.\n\nTIMELINE OF FABRICATED APPLICATION SCHEME : - XX/XX/XXXX : Shellpoint determines application complete - XX/XX/XXXX : Shellpoint sends letter acknowledging application and telling me to continue to make your monthly payments - XX/XX/XXXX : I make my regular weekly {$170.00} payment ( following their XX/XX/XXXX instruction ) - XX/XX/XXXX : Shellpoint REJECTS my XX/XX/XXXX payment. Shellpoint also cuts me a check for my XX/XX/XXXX payment ( 5 days after telling me to make payments ). \n- XX/XX/XXXX : Shellpoint denies fabricated application ( only 14 days later ) - XX/XX/XXXX : Shellpoint tells CFPB they're in compliance with regulations This is fraud. Shellpoint : 1. Fabricated an application I never submitted 2. Used it to create false paper trail 3. Rejected my payments immediately after acknowledging the fake application 4. Quickly denied the application they fabricated 5. Used this charade to advance foreclosure while claiming regulatory compliance I request CFPB investigate : 1. What application Shellpoint claims to have received XX/XX/XXXX 2. What documents they claim I submitted 3. How I allegedly submitted this application 4. Whether Shellpoint has any record of actual communication from me in XX/XX/XXXX 5. Whether Shellpoint has engaged in this practice with other borrowers Shellpoint can not foreclose based on fabricated applications and manufactured denials.\n\n9. SHELLPOINT VIOLATED ITS OWN WRITTEN INSTRUCTION TO MAKE PAYMENTS Timeline of Shellpoint 's contradictory conduct : XX/XX/XXXX : Shellpoint sends letter stating : - My alleged application grants me protection from foreclosure - I should continue to make monthly payments according to your loan agreement XX/XX/XXXX : Following Shellpoint 's written instruction, I made my regular weekly {$170.00} payment via bill pay ( as I had been doing for years ). \nXX/XX/XXXX : Shellpoint REJECTED/RETURNED my XX/XX/XXXX payment.\n\nThis means : 1. Shellpoint instructed me in writing to make payments ( XX/XX/XXXX ) 2. I made a payment in direct reliance on that instruction ( XX/XX/XXXX ) 3. Shellpoint rejected the payment I made following their instruction ( XX/XX/XXXX ) 4. This occurred during the alleged 'evaluation period ' when foreclosure protection supposedly applied Shellpoint can not : - Tell me to make payments in writing - Reject payments I make following those instructions - Use rejected payments to justify foreclosure - Claim I'm not paying when they won't accept payments The 5-day gap between payment submission ( XX/XX/XXXX ) and rejection ( XX/XX/XXXX ) proves this was a deliberate, affirmative decision by Shellpoint to reject my payment during the evaluation period.\n\nThis demonstrates : - The evaluation was a sham with predetermined denial - Payment rejection was part of scheme to increase arrears- Shellpoint 's bad faith in servicing my account This XX/XX/XXXX payment was part of my consistent pattern of weekly payments I had been making for years. I was continuing my established payment schedule in compliance with both my XX/XX/XXXX modification and Shellpoint 's XX/XX/XXXX written instruction.\n\nShellpoint 's rejection of this payment - made in direct response to their written directive - is evidence of bad faith, breach of their own instructions, and advancement of foreclosure during a supposed evaluation period.\n\n10. SHELLPOINT FAILED TO ADDRESS CRITICAL PAYMENT INFORMATION My complaint specifically detailed the payments I made, which Shellpoint completely ignored : I MAKE WEEKLY PAYMENTS I make payments of {$170.00} per week ( not monthly ), which equals MORE than the required {$660.00} monthly payment.\n\nLooking at Shellpoint 's loan history statement : - Multiple {$170.00} entries per month clearly show weekly payment pattern - I was CONSISTENTLY OVERPAYING the required amount - Yet principal balance remained flat at around {$110000.00} for 20+ months This proves Shellpoint could not properly handle weekly payments and failed to : 1. Apply the extra to principal 2. Properly credit weekly payments as they were received 3. Notify me if weekly payments caused processing issues I was paying EXTRA to reduce my debt faster. Shellpoint 's system failure in handling weekly payments should not result in foreclosure.\n\nTOTAL PAYMENTS MADE SINCE MODIFICATION ( XX/XX/XXXX - XX/XX/XXXX ) : My post-modification principal balance was {$110000.00}, which included all arrears, fees, and advances up to that date I paid {$16000.00} of the required down payments of {$15000.00} ( {$930.00} over required ) I paid payments totaling {$10000.00} between XXXX and when Shellpoint improperly stopped accepting payments.\n\nThe bankruptcy trustee made additional payments totaling {$7600.00} ( XXXX ) I resumed weekly payments on XX/XX/XXXX and paid {$4600.00} up until Shellpoint improperly stopped accepting payments.\n\nTOTAL PAYMENTS : {$39000.00} According to modification, these are the facts, REQUIRED PAYMENTS : Down payment : {$15000.00} Monthly payments ( 42 months {$660.00} ) : {$28000.00} TOTAL REQUIRED : {$43000.00} ACTUAL SHORTFALL, including months of rejected payments ( if all payments properly applied ) : Approximately {$4400.00} This represents approximately 6-7 months of payments - a manageable amount that I should have been given clear opportunity to cure.\n\nInstead, Shellpoint : Claims I am delinquent from XX/XX/XXXX Has not explained where my {$39000.00} in payments went Refuses to provide an accurate accounting Rejects my attempts to continue making payments I have paid {$39000.00} in good faith to perform under the modification. Shellpoint 's failure to properly apply these payments created the alleged delinquency.\n\n11. ADDITIONAL VIOLATIONS NOT ADDRESSED IN SHELLPOINT 'S RESPONSE ( a ) Harassment from Third-Party Solicitors Since the Notice of Default was filed on XX/XX/XXXX, multiple third-party solicitors have been calling my adult children regarding this debt. These unsolicited calls have caused additional stress and embarrassment to my family. While Shellpoint may not be directly making these calls, the filing of the NOD made my personal financial situation public record, leading to this harassment.\n\n( b ) Documented Emotional Distress and Harassment The stress from Shellpoint 's conduct has caused severe documented harm : Emergency room visit for XXXX XXXX ( thought I was having a XXXX XXXX ) Ongoing physical symptoms including chest pains and ulcer-like symptoms Constant phone calls, mail, and door knocking Public humiliation from foreclosure notice posted on XXXX Harassment of my children Shellpoint 's response shows no acknowledgment of the harm their admitted errors have caused.\n\n( c ) California Homeowner Bill of Rights Violations If Shellpoint questions whether California HBOR applies to HELOCs, California Civil Code 2924.12 ( d ) states protections apply to \" any entity that seeks to foreclose on a mortgage or deed of trust '' on residential property. My HELOC is secured by my primary residence and therefore protected.\n\nShellpoint has violated : Accurate information requirements Good faith servicing obligations Dual tracking prohibitions 12. SHELLPOINT 'S PROPOSED \" RESOLUTION '' IS INADEQUATE AND UNACCEPTABLE Shellpoint 's XX/XX/XXXX letter states they \" waived legal and foreclosure-related fees totaling {$2500.00} '' with only a {$25.00} NSF fee remaining.\n\nThis is inadequate because : It does not correct the underlying accounting errors they admitted It does not explain where my {$39000.00} in payments were applied It does not credit my {$930.00} down payment overpayment It does not provide the accurate principal balance It does not rescind the wrongfully-filed Notice of Default It does not address their payment rejection pattern It does not resolve the 13-year draw period error 's impact Waiving fees they should never have charged in the first place does not resolve systematic accounting fraud and breach of contract.\n\n13. SHELLPOINT 'S XX/XX/XXXX DENIAL LETTER PROVES THEY ARE NOT HONORING MY EXISTING MODIFICATION On XX/XX/XXXX, Shellpoint sent me a letter denying me for various loss mitigation programs, stating my housing debt-to-income ratio is out of the acceptable range.\n\nThis denial reveals the core problem : 1. I already have a valid, fully executed loan modification dated XX/XX/XXXX, with monthly payments of {$660.00} on a principal balance of {$110000.00}, acknowledged by the bankruptcy court.\n\n2. I do not need new loss mitigation - I need Shellpoint to honor the existing modification agreement they inherited from XXXX. \n3. Shellpoint evaluated me as if I have no modification, determined I don't qualify for new programs, and is now proceeding with foreclosure.\n\n4. This constitutes breach of contract. Shellpoint can not : - Refuse to honor a valid modification agreement - Require me to re-qualify for a modification I already have - Foreclose because I don't meet criteria for NEW loss mitigation Shellpoint 's position is clear : They do not recognize my XX/XX/XXXX modification as valid and binding. This is precisely why they have been misapplying my payments and rejecting my weekly payments that exceed the required $ XXXXmonth. \nI am not seeking new loss mitigation. I am demanding Shellpoint honor the existing modification agreement I have with my lender.\n\n14. THE ISSUES REMAIN UNRESOLVED AND REQUIRE FURTHER INVESTIGATION At this time : My account history is still incorrect My XXXX modification has not been correctly applied My payments totaling {$39000.00} have not been properly credited My principal balance remains inconsistent and unexplained My arrears remain unverified and unexplained My rejected payments remain unexplained My draw period was misrepresented for thirteen years with no accounting correction Foreclosure proceedings continue despite unresolved servicing errors I am unable to make payments due to Shellpoint 's rejections CONCLUSION Shellpoint has admitted in writing to : Years of accounting errors ( XX/XX/XXXX - XX/XX/XXXX ) Misapplication of modification payments 13-year draw period configuration error ( XXXX, and even their \" correction '' to XXXX is still wrong by 5 years ) Servicing errors requiring \" corrections '' Despite these admissions, they have not corrected my account and continue to pursue foreclosure based on a delinquency THEY CREATED through their own errors.\n\nI have paid {$39000.00} in good faith to perform under my modification agreement, making WEEKLY payments exceeding the required $ XXXX/month. I should not lose my home because Shellpoint failed to properly account for my payments.\n\nAdditionally, Shellpoint fabricated a loss mitigation application I never submitted, then rejected my payments while claiming to \" evaluate '' me, then denied the fabricated application - all while refusing to honor my valid XX/XX/XXXX modification agreement.\n\nThe issues raised in my original complaint remain completely unresolved. Shellpoint 's response does not satisfy their obligations under RESPA and does not provide the accurate accounting I am legally entitled to receive.\n\nI respectfully request CFPB 's continued oversight of this matter, as Shellpoint 's conduct has caused severe financial and emotional hardship for me and my family.\n\nThank you for your attention to this serious matter.","date_sent_to_company":"2025-11-24T21:19:28.000Z","issue":"Struggling to pay mortgage","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"90746","tags":null,"has_narrative":true,"complaint_id":"17471474","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-11-24T21:01:44.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["does not <em>resolve</em> systematic accounting fraud and breach of contract.\n\n13."]},"sort":[10.9959,"17471474"]},{"_index":"complaint-public-v1","_id":"7354746","_score":10.467925,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have chosen the fee problem because it is one of the issues I will discuss in the description section, but the major problem needs to be listed.\n\nBank of America has repeatedly failed to take matters seriously and often seeks ways to dismiss any complaints. I have reached out before, and the complaint is referred to the Regulations Department, which needs to be investigated properly and thoroughly. I am requesting that the CFBP investigate my allegations.\n\nI will present three ongoing issues : 1. Consistent violation of dispute policy 2. Overdraft fee charges for funds refunded 3. Delayed deposits or deposits not posted on the date promised.\n\nThe consistent violation of the BOA dispute policy consists of threats to close my account, encouraging a disabled customer to shop in person rather than online, and the restriction of the dispute transaction link. This has been going on for years, and BOA expects me to allow merchants to keep the funds paid for products not received or damaged products. The only consideration given is if I express that it was fraudulently taken. If it was taken without authorization, I will not hesitate to mention it. However, if I give my information to the merchant and the items are defective or damaged, then I can not allege fraud. \nSee below : How do I submit a credit card dispute?\n\nBefore initiating a claim, consider calling the merchant first, as they may resolve your claim faster ( we may also require information from the merchant to process a claim, so contacting them directly may save you time ). Additionally, please note that only posted transactions can be disputed ( pending charges are temporary and may change ), so if you have any immediate concerns about a pending charge, you may want to contact the merchant. You can typically find the merchants contact information on your receipt or billing statement.\n\nOnline Banking customers can submit most credit card disputes directly from the transaction detail found in the Activity tab on your credit card account page, or from the Dispute a transaction link on the Information & Services tab. \n\nTimely notification is important. Most transactions must be disputed within 60 days of the date of your statement on which the error appeared. If you did not provide your account information to the merchant in question and suspect that your information was stolen, please contact us immediately. \n\nWhile our online dispute process is the easiest and fastest way for you to submit a claim, you may also write or call us. Please visit our credit card customer service page for additional information.\n\nThere is no indication in this BOA policy section of information that a customer has a limited amount of disputes per year. When I first applied, I was told the charges could be disputed. There were no terms impressed on sign-up. I am often denied the right to fight for my funds and to seek assistance from BOA, and even though I follow their directives to reach out to the merchant, I am still rejected, threatened, and discouraged from filing disputes. See website XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There is a dispute transaction link, and it is activated for every BOA customer except for me. When I inquire about this restriction, BOA refuses to answer. This is discriminatory. BOA violates its policies concerning specific clients. \n\nI can understand overdraft fees for charges taken for insufficient funds, but when the funds are refunded, the cost should be as well. If these funds had not been taken out, I would have had enough to cover several charges. According to a customer service representative ( CSR ), the transaction causing the overdraft fee was not XXXX XXXX but XXXX. This information needs to be corrected. Some CSR are not familiar with their banking policies. \n\nA deposit was made on Saturday, the XXXX of XXXX, and the next business day was documented as XX/XX/2023, I received the funds on the XXXX of XXXX, and I needed those funds to travel to have a XXXX XXXX done. This isn't very good to do to anyone. Holding the funds purposely is a problem. \n\nBank of America has repeatedly refused me the right to services offered to other clients. I know this will be forwarded, but it will not lead to them investigating properly.","date_sent_to_company":"2023-08-04T10:50:56.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10035","tags":null,"has_narrative":true,"complaint_id":"7354746","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-08-04T10:40:45.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["Before initiating a <em>claim</em>, consider calling the merchant first, as they may <em>resolve</em> your <em>claim</em> <em>faster</em> ( we may also require information from the merchant to process a <em>claim</em>, so contacting them directly may save you time ). Additionally, please note that only posted transactions can be disputed ( pending charges are temporary and may change ), so if you have any immediate concerns about a pending charge, you may want to contact the merchant."]},"sort":[10.467925,"7354746"]},{"_index":"complaint-public-v1","_id":"3718904","_score":10.111389,"_source":{"product":"Checking or savings account","complaint_what_happened":"To whom this concern My name is XXXX XXXX, Ive been CHASE customer for a few years now, and opened a college account for my daughter XXXX in the XXXX TX branch, my daughter lost her debit card, on XXXX we started getting overdrafts on her account for deposited or cashed checks on her name, which were fraudulent and supouse to be posted on XXXX, but there's no activity on the bank account none of this transactions were registered, so we couldn't find out what was going on, until XX/XX/XXXX the first 2 overdrafts appeared, they were DEPOSITED RETURN CHECKS? that came out of no where, we reported this to chase and called immediatelly, they closed her account and frozen the account, I filed the claim for the first 2 checks, but more overdrafts appeared on the account continuously in XXXX and XXXX, we have been calling over and over and faxed the claims but nobody has contacted us from the fraud department, when I finally got tired of waiting I called again after seing 10 checks and a total of {$4300.00} aproximately overdraft in the account, they told me XXXX XXXX was in charge of my case, her number is XXXX, I called her and got her voicemail on XX/XX/XXXX, she returned my call saying the claims were rejected because the pin was used and I had to pay that money so she transferred the {$4300.00} from my personal account to offset this negative amount and on top of that she froze my own checking account affecting my business, my personal life etc the last two days she posted two moe overdrafts of the same amount without a check number! it just says \" misc deposit '' how come the bank feels entitle to charge me for money is not justified? this is totally ridiculous This account has my hard earned money of over 60k I sold my house and now everything I have its frozen, without notice other than a cold and unprofessional voicemessage from this lady, she is on vacations and will return until Tuesday XXXX, she left in charge XXXX phone number XXXX, I called him and I just got his voicemail, at the branch could not do anything either, I checked the statement and I dont see when this 10 transactions were registered in the system as they never occurred, all I see is the returned checks charged into my account, none of your customer service agents, claim department agents or fraud department agents can answer what happened in fact they seem very surprised and told me something is very wrong on your end, now I have many questions : 1- How come CHASE is giving money without registering the transactions in the system? \n2- How come the fraud department didnt catch all this 10 checks? \n3- Who gave the money to who? \n4- How can somebody cash a check when the account has no sufficient funds? \n5- Is the fraud department supouse to monitor for unusual activity? \n6- why do I have to pay if we are victims of chase security being breached? \n\nAs a customer I feel very angry and disappointed that I trusted this financial institution to take care of my money, instead I am paying for somebody who is not their job of investigating what really happened, and on top of that CHASE bank is affecting my business and my personal life, I am getting married next week, and my family is coming to visit and to celebrate the wedding, I am not going to pay for some dishonest teller they might have as employee or hacker or their system being breached. I am writing in hopes somebody investigates this matter and resolve it in the right manner and unfreeze my funds. I am enclosing the statement showing those transactions were never placed in my daughters account, the last time she used the card was on XX/XX/XXXX when she went to XXXX and used to take an XXXX, then somebody used it to check the balance on the account and to cash or deposit a check on XX/XX/XXXX, then two little deposits on ATM machines of XXXX and {$5.00} probably to see if the account was still open, after that I just got charges for bounced checks, my daughter only used this account to eat at fast foods pay her cell phone or take XXXX to school. I would appreciate to resolve this manner, and answer all of my questions. She even lost a {$600.00} deposit from his tuition to pay for school since the account was in negative. I need this money back and my account to be unfreeze asap, and I will never use a bank again in my life, its the most unsecure thing to do. I also need legal assistance on this matter, and to get this to the upper management of the JPMorgan management. Contact me by email at XXXX Please somebody help us Thank you Sincerely, XXXX XXXX XXXX","date_sent_to_company":"2020-06-27T18:47:47.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33907","tags":null,"has_narrative":true,"complaint_id":"3718904","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-06-27T18:21:46.000Z","state":"FL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["that came out of no where, we reported this to chase and called immediatelly, they closed her account and frozen the account, I <em>filed</em> the <em>claim</em> for the first 2 checks, but more overdrafts appeared on the account continuously in XXXX and XXXX, we have been calling over and over and faxed the <em>claims</em> but nobody has contacted us from the fraud department, when I finally got tired of waiting I called again after seing 10 checks and a total of {$4300.00} aproximately overdraft in the account, they told"]},"sort":[10.111389,"3718904"]},{"_index":"complaint-public-v1","_id":"6443768","_score":9.523521,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, my identity was stolen and used to fraudulently open various accounts. I was alerted to this when I was mailed a XXXX  debit card for an account I never opened. After quickly reporting the fraud on XX/XX/XXXX and XX/XX/XXXX and alerting the credit bureaus and filing an FTC report, I began pulling my credit history to check on other possible fraud attempts. \n\nAnother fraud account with XXXX appeared ; the thief attempted to acquire a loan in my name, which resulted in a hard inquiry with Equifax after the thief failed to acquire a business loan. XXXX other inquires ( XXXX XXXX XXXX XXXX - these appear as soft inquiries ) also appear on my credit history with Equifax. This is after submitting XXXX disputes with Equifax as well as submitting to them a detailed report of widespread attempts at fraud in my name, and an FTC ID theft report and police report ID being provided. \n\nXXXX of the Fair Credit Reporting Act, which requires Equifax and businesses to block the fraudulent information on my credit report resulting from identity theft within XXXX business days and to promptly notify the furnisher ( XXXX ) of that information, is being disregarded out of what is seemingly Equifax refusing to investigate the situation with proper diligence. XXXX of my disputes was rejected within what wasn't even a day 's time, leading me to believe their company is not taking this fraud seriously. Companies involved in the dispute have been contacted with a letter from the XXXX XXXX XXXX requesting compliance, and details regarding that process are on record. In spite of this, Equifax will not remove the fraudulent inquiries- this is also in spite of the inquiries appearing as completely different cities/states that have no bearing on any of my past residences or business endeavours. All of the proof and compliance I have provided appears to still not be enough for Equifax to fairly and appropriately comply with section 605B and remove the attempts at fraud. \n\nXXXX, Equifax and XXXX have all been provided a copy of the FTC fraud report, police report ID and accompanying details of the fraud occurring in various states and cities by the individual. The particular incident I am reporting is Equifax for not complying with the requested removal of the hard inquiry which was done via fraud on XX/XX/XXXX in addition to the less impactful but still fraudulent soft inquiries listed above. I have been punctual and timely with all information requested, and continue to contact the agencies which were complicit in running my credit without my permission for further compliance with the authorities. \n\nLetters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I filed a formal police report and an investigation was launched to assist in closing down the fraud accounts and resolving inaccurate reporting done on part of the credit bureaus where fraud had occurred. \n\nIn spite of all of this and my detailed record keeping, Equifax has rejected all attempts at removing these false inquiries- this is also as other agencies like XXXX have actually complied and done their due diligence to ensure their reports are correct. It's a shame that Equifax would want improper data and fraud in their records. The fact that another bureau has taken this seriously displays negligence of reporting on the part of Equifax ; it's not a matter of \" if '' they can remove the fraud from my record, but rather that they just seem not to want to. \n\n\nIt literally appears someone is just auto-rejecting my request at this point in spite of the information supporting the claims above being provided and the XXXX XXXX of effort I'm making to investigate the matter. \n\nAt this time, nearly a month has passed with no resolution, and in the most recent dispute rejection, a note from Equifax was included stating \" [ c ] onsumer 's dispute not specific, '' in spite of my request being as specific as possible. I'm concerned at this point that my submissions are being thrown out without consideration at this point, maliciously. \n\nIn particular, this complaint is with Equifax, who has an obligation under section XXXX of the Fair Credit Reporting Act, which requires them to block the fraudulent information on my credit report resulting from identity theft within XXXX business days and to promptly notify the furnisher ( XXXX ) of that information. The agency is well past that deadline and is not in compliance with section XXXX, in spite of being provided a detailed FTC ID theft report and more. \n\nSimply put, what more information can I provide to Equifax to prove that I don't live in XXXX different states and XXXX different cities pulling my credit at several different locations all in the same day? What more can I do to get the businesses who illegally ran my credit to comply, beyond what I've already done via getting police involved? Unless Equifax believes that I have somehow acquired the ability to clone myself and run my credit that fast, it appears they are being outright negligent with any consideration towards the details of my continued complaints with their reporting. It's insulting to read each dispute rejection that has come through, with their results finding that the information is \" factual and accurate. '' XXXX XXXX XXXX and XXXX all have to bear responsibility for the error they've made in allowing the ID thief to run my credit for attempts at business, and Equifax in XXXX is owed specific scrutiny for not taking the continued provision of materials and proof seriously. It's as if I am trying to gather a bunch of children together to submit their homework assignments on time, and none of them are making it easy. How am I supposed to do anything more when I'm working with companies that allow ID thieves to apply for loans in my name, and credit bureaus that whimsically trust those businesses in spite of an ongoing police investigation? Does everyone in this situation have blinders on? Hopefully this complaint will motivate each agency to take my personal information more seriously. I will name each agency above in the formal submission of this complaint to further ensure they too comply with the FTC and CFPB.","date_sent_to_company":"2023-01-16T23:24:51.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77581","tags":null,"has_narrative":true,"complaint_id":"6443768","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-01-16T21:40:39.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Letters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I <em>filed</em> a formal police report and an investigation was launched to assist in closing down the fraud accounts and <em>resolving</em> inaccurate reporting done on part of the credit bureaus where fraud had occurred."]},"sort":[9.523521,"6443768"]},{"_index":"complaint-public-v1","_id":"6443731","_score":9.519264,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, my identity was stolen and used to fraudulently open various accounts. I was alerted to this when I was mailed a XXXX  debit card for an account I never opened. After quickly reporting the fraud on XX/XX/XXXX and XX/XX/XXXX and alerting the credit bureaus and filing an FTC report, I began pulling my credit history to check on other possible fraud attempts. \n\nAnother fraud account with SpeedyCash appeared ; the thief attempted to acquire a loan in my name, which resulted in a hard inquiry with XXXX after the thief failed to acquire a business loan. Two other inquires ( XXXX and XXXX XXXX - these appear as soft inquiries ) also appear on my credit history with XXXX. This is after submitting three disputes with XXXX as well as submitting to them a detailed report of widespread attempts at fraud in my name, and an FTC ID theft report and police report ID being provided. \n\n605B of the Fair Credit Reporting Act, which requires XXXX and businesses to block the fraudulent information on my credit report resulting from identity theft within XXXX business days and to promptly notify the furnisher ( s ) of that information, is being disregarded out of what is seemingly XXXX refusing to investigate the situation with proper diligence. One of my disputes was rejected within what wasn't even a day 's time, leading me to believe their company is not taking this fraud seriously. Companies involved in the dispute have been contacted with a letter from the XXXX XXXX XXXX requesting compliance, and details regarding that process are on record. In spite of this, XXXX will not remove the fraudulent inquiries- this is also in spite of the inquiries appearing as completely different cities/states that have no bearing on any of my past residences or business endeavours. All of the proof and compliance I have provided appears to still not be enough for XXXX to fairly and appropriately comply with section 605B and remove the attempts at fraud. \n\nXXXX, XXXX and XXXX have all been provided a copy of the FTC fraud report, police report ID and accompanying details of the fraud occurring in various states and cities by the individual. The particular incident I am reporting is XXXX for not complying with the requested removal of the hard inquiry which was done via fraud on XX/XX/XXXX in addition to the less impactful but still fraudulent soft inquiries listed above. I have been punctual and timely with all information requested, and continue to contact the agencies which were complicit in running my credit without my permission for further compliance with the authorities. \n\nLetters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I filed a formal police report and an investigation was launched to assist in closing down the fraud accounts and resolving inaccurate reporting done on part of the credit bureaus where fraud had occurred. \n\nIn spite of all of this and my detailed record keeping, XXXX has rejected all attempts at removing these false inquiries- this is also as other agencies like XXXX have actually complied and done their due diligence to ensure their reports are correct. It's a shame that XXXX would want improper data and fraud in their records. The fact that another bureau has taken this seriously displays negligence of reporting on the part of XXXX ; it's not a matter of \" if '' they can remove the fraud from my record, but rather that they just seem not to want to. \n\n\nIt literally appears someone is just auto-rejecting my request at this point in spite of the information supporting the claims above being provided and the paper trail of effort I'm making to investigate the matter. \n\nAt this time, nearly a month has passed with no resolution, and in the most recent dispute rejection, a note from XXXX was included stating \" [ c ] onsumer 's dispute not specific, '' in spite of my request being as specific as possible. I'm concerned at this point that my submissions are being thrown out without consideration at this point, maliciously. \n\nIn particular, this complaint is with XXXX, who has an obligation under section 605B of the Fair Credit Reporting Act, which requires them to block the fraudulent information on my credit report resulting from identity theft within four business days and to promptly notify the furnisher ( s ) of that information. The agency is well past that deadline and is not in compliance with section 605B, in spite of being provided a detailed FTC ID theft report and more. \n\nSimply put, what more information can I provide to XXXX to prove that I don't live in three different states and three different cities pulling my credit at several different locations all in the same day? What more can I do to get the businesses who illegally ran my credit to comply, beyond what I've already done via getting police involved? Unless XXXX believes that I have somehow acquired the ability to clone myself and run my credit that fast, it appears they are being outright negligent with any consideration towards the details of my continued complaints with their reporting. It's insulting to read each dispute rejection that has come through, with their results finding that the information is \" factual and accurate. '' Speedy CashXXXX XXXX and XXXX all have to bear responsibility for the error they've made in allowing the ID thief to run my credit for attempts at business, and XXXX in particular is owed specific scrutiny for not taking the continued provision of materials and proof seriously. It's as if I am trying to gather a bunch of children together to submit their homework assignments on time, and none of them are making it easy. How am I supposed to do anything more when I'm working with companies that allow ID thieves to apply for loans in my name, and credit bureaus that whimsically trust those businesses in spite of an ongoing police investigation? Does everyone in this situation have blinders on? Hopefully this complaint will motivate each agency to take my personal information more seriously. I will name each agency above in the formal submission of this complaint to further ensure they too comply with the FTC and CFPB.","date_sent_to_company":"2023-01-16T23:25:05.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77581","tags":null,"has_narrative":true,"complaint_id":"6443731","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CCF Intermediate Holdings LLC","date_received":"2023-01-16T23:24:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Letters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I <em>filed</em> a formal police report and an investigation was launched to assist in closing down the fraud accounts and <em>resolving</em> inaccurate reporting done on part of the credit bureaus where fraud had occurred."]},"sort":[9.519264,"6443731"]},{"_index":"complaint-public-v1","_id":"6443785","_score":9.519182,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, my identity was stolen and used to fraudulently open various accounts. I was alerted to this when I was mailed a XXXX debit card for an account I never opened. After quickly reporting the fraud on XX/XX/XXXX and XX/XX/XXXX and alerting the credit bureaus and filing an FTC report, I began pulling my credit history to check on other possible fraud attempts. \n\nAnother fraud account with XXXX appeared ; the thief attempted to acquire a loan in my name, which resulted in a hard inquiry with XXXX after the thief failed to acquire a business loan. XXXX other inquires ( HSBC and XXXX XXXX - these appear as soft inquiries ) also appear on my credit history with XXXX. This is after submitting XXXX disputes with XXXX as well as submitting to them a detailed report of widespread attempts at fraud in my name, and an FTC ID theft report and police report ID being provided. \n\n605B of the Fair Credit Reporting Act, which requires XXXX and businesses to block the fraudulent information on my credit report resulting from identity theft within four business days and to promptly notify the furnisher ( XXXX ) of that information, is being disregarded out of what is seemingly XXXX refusing to investigate the situation with proper diligence. XXXX of my disputes was rejected within what wasn't even a day 's time, leading me to believe their company is not taking this fraud seriously. Companies involved in the dispute have been contacted with a letter from the XXXX XXXX XXXX requesting compliance, and details regarding that process are on record. In spite of this, XXXX will not remove the fraudulent inquiries- this is also in spite of the inquiries appearing as completely different cities/states that have no bearing on any of my past residences or business endeavours. All of the proof and compliance I have provided appears to still not be enough for XXXX to fairly and appropriately comply with section 605B and remove the attempts at fraud. \n\nXXXX, XXXX and XXXX have all been provided a copy of the FTC fraud report, police report ID and accompanying details of the fraud occurring in various states and cities by the individual. The particular incident I am reporting is XXXX for not complying with the requested removal of the hard inquiry which was done via fraud on XX/XX/XXXX in addition to the less impactful but still fraudulent soft inquiries listed above. I have been punctual and timely with all information requested, and continue to contact the agencies which were complicit in running my credit without my permission for further compliance with the authorities. \n\nLetters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I filed a formal police report and an investigation was launched to assist in closing down the fraud accounts and resolving inaccurate reporting done on part of the credit bureaus where fraud had occurred. \n\nIn spite of all of this and my detailed record keeping, XXXX has rejected all attempts at removing these false inquiries- this is also as other agencies like XXXX have actually complied and done their due diligence to ensure their reports are correct. It's a shame that XXXX would want improper data and fraud in their records. The fact that another bureau has taken this seriously displays negligence of reporting on the part of XXXX ; it's not a matter of \" if '' they can remove the fraud from my record, but rather that they just seem not to want to. \n\n\nIt literally appears someone is just auto-rejecting my request at this point in spite of the information supporting the claims above being provided and the XXXX XXXX of effort I'm making to investigate the matter. \n\nAt this time, nearly a month has passed with no resolution, and in the most recent dispute rejection, a note from XXXX was included stating \" [ c ] onsumer 's dispute not specific, '' in spite of my request being as specific as possible. I'm concerned at this point that my submissions are being thrown out without consideration at this point, maliciously. \n\nIn particular, this complaint is with XXXX, who has an obligation under section 605B of the Fair Credit Reporting Act, which requires them to block the fraudulent information on my credit report resulting from identity theft within four business days and to promptly notify the furnisher ( s ) of that information. The agency is well past that deadline and is not in compliance with section 605B, in spite of being provided a detailed FTC ID theft report and more. \n\nSimply put, what more information can I provide to XXXX to prove that I don't live in XXXX different states and XXXX different cities pulling my credit at several different locations all in the same day? What more can I do to get the businesses who illegally ran my credit to comply, beyond what I've already done via getting police involved? Unless XXXX believes that I have somehow acquired the ability to clone myself and run my credit that fast, it appears they are being outright negligent with any consideration towards the details of my continued complaints with their reporting. It's insulting to read each dispute rejection that has come through, with their results finding that the information is \" factual and accurate. '' XXXX XXXX XXXX and HSBC all have to bear responsibility for the error they've made in allowing the ID thief to run my credit for attempts at business, and XXXX in XXXX is owed specific scrutiny for not taking the continued provision of materials and proof seriously. It's as if I am trying to gather a bunch of children together to submit their homework assignments on time, and none of them are making it easy. How am I supposed to do anything more when I'm working with companies that allow ID thieves to apply for loans in my name, and credit bureaus that whimsically trust those businesses in spite of an ongoing police investigation? Does everyone in this situation have blinders on? Hopefully this complaint will motivate each agency to take my personal information more seriously. I will name each agency above in the formal submission of this complaint to further ensure they too comply with the FTC and CFPB.","date_sent_to_company":"2023-01-16T23:25:05.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"77581","tags":null,"has_narrative":true,"complaint_id":"6443785","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2023-01-16T23:24:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Letters to businesses involved in the ID theft were mailed out the first week of XXXX as a follow-up, since the inquiries in question were largely still appearing- this is also when I <em>filed</em> a formal police report and an investigation was launched to assist in closing down the fraud accounts and <em>resolving</em> inaccurate reporting done on part of the credit bureaus where fraud had occurred."]},"sort":[9.519182,"6443785"]},{"_index":"complaint-public-v1","_id":"4514368","_score":8.671894,"_source":{"product":"Checking or savings account","complaint_what_happened":"To Whom It May Concern : I am a XXXX-year-old senior with multiple XXXX. Back in XX/XX/XXXX, I opened a checking account at a Chase JPMorgan Branch in the heart of XXXX XXXX, CA. They took my documents, copied them, and opened the checking account without any issues whatsoever. Fast forward to almost 5 years later, during the Fall of XXXX, I deposited inside the account a $ XXXX check. The check cleared with no issues and was normally deposited through the ATM. At that point, as soon as the funds were available, I needed to send the money to my family, specifically my own daughter, so she could help me with managing several medical expenses and surgeries I had to undergo outside the US. Merely because in the previous 5 years I have never done an online wire transfer before, Chase JPMorgan unilaterally decided that it was a \" suspicious '' transaction, so they blocked the wire that never went through, they shut down my daughter 's Chase account permanently and they also froze and block my own Chase account since the Fall of XXXX. Since then, infinite complaints have been filed because as a senior with XXXX, I am unable to physically walk into a branch to \" verify my identity in person '' and unlock the account. Chase has knowns for years and still knows but they don't seem to care, at all. They have refused for the past 3 years every single type of resolution that I have proposed. They have rejected a notarized power of attorney in my daughter 's name, they have rejected setting up a remote identity verification and they won't even accept IDs and/or any other way to verify my identity without walking in person into a branch, even though my identity was never an issue for 5 years and even they admittedly locked my account exclusively due to the attempted wire transfer only, not because fraud was detected, not because any other suspicious activity was alerted, not because my actual identity was ever in questions. My debit card was never stolen and also my online credentials were never, ever, compromised at any point. Every time I log into my checking account Chase tells me to call them to unblock the account, but when I do, they hang up and claim they will not communicate with me any longer about the issue which they consider \" resolved '' since they believe that is legal for them to keep all my money, indefinitely, to their own disposal, unless I physically walk into a branch in the US, which they perfectly know I won't be able to, due to immigration restrictions, my XXXX, and my financial and health struggles. They also refused to allow me to go into a branch that would be closer to me where I am undergoing medical treatments since they also do know that I have been outside the US to take care of my health. Especially during the pandemic, it was the hardest thing to not being able to access my own money and dispose of it as needed, especially since it was needed to take care of health-related issues and much more. The account has been blocked with almost $ XXXX inside it since the Fall of XXXX. Chase has been enjoying my money while they keep on insisting that they will not release my funds nor unblock my access to the account online unless I show up in person in a branch in the US, even though my identity was never an issue for many years and even though making a wire transfer isn't a crime and isn't a suspicious activity per se only because it was the \" first one '' ever made during my account history, therefore too \" unusual '' not to be suspicious. That is pure speculation and it can not be enough to keep my money until the day I die. Chase has been taking full advantage of the situation and has been discriminating and retaliating against me and my entire family. Even if Chase immediately releases my money, which they won't anyway, 3 years later is not going to be good enough anymore since, at this point, I need damages for everything they put me through. Foreigners aren't even allowed in the US since the pandemic started and Chase knows extremely well from my documents that I am not a US citizen yet, so, how can they possibly demand that I travel to the US in order to unblock my own money? It doesn't seem real what they have been able to do in the past 3 years without any concern and without any remorse. They now even told me on the phone that they won't communicate with me, ever again, that I am not allowed to call ever again, and that they consider the matter closed so they won't respond to any other communication from me regarding the matter and that they plan on keeping my money indefinetely. They also refused to set up any type of mediation and/or arbitration and they candidly told me that I need to pay for a lawyer if I want anything to change, except they also do know that I can not afford one since they have been holding hostage all my money, the savings of an entire lifetime of an entire family and they know it, and they have known for the past 3 years now. We need help with not only unlocking my account but also with getting the proper relief for what Chase has put us through, especially since I am a senior with multiple XXXX and they know it but they couldn't care less.","date_sent_to_company":"2021-07-03T10:46:54.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"900XX","tags":"Older American","has_narrative":true,"complaint_id":"4514368","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-07-03T10:04:01.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Every time I log into my checking account Chase tells me to call them to unblock the account, but when I do, they hang up and <em>claim</em> they will not communicate with me any longer about the issue which they consider \" <em>resolved</em> '' since they believe that is legal for them to keep all my money, indefinitely, to their own disposal, unless I physically walk into a branch in the US, which they perfectly know I won't be able to, due to immigration restrictions, my XXXX, and my financial and health struggles"]},"sort":[8.671894,"4514368"]},{"_index":"complaint-public-v1","_id":"6952825","_score":7.5827036,"_source":{"product":"Checking or savings account","complaint_what_happened":"Included herein is the first complaint process and response : Inactive modal Consumer Financial Protection BureauStart a new complaint All complaints XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Checking or savings account ISSUE Managing an account We received your complaint. Thank you. \nWe will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. \nYOUR COMPLAINT On XX/XX/XXXX a little after XXXX XXXX I went into my account to check my recent transactions when I noticed a purchase of {$95.00} that was placed on a website called XXXX I immediately clicked the transaction to see more info and it noted it was an apparel purchase. Knowing I myself have never even shopped at this place or even heard of it before, I Swiftly clicked the dispute transaction button and followed exactly what I was told by chime to do which included cutting off my bank card and ordering a new one, so that's what I did. After I received a reassurance message from them that they would be investigating this claim and that my new card would be on its way I felt confident this matter was going to be handled correctly. In the meantime I was issued a \" virtual temporary card '' to pay my bills and so forth. A day or two later I go to purchase groceries from XXXX XXXX XXXX using this temporary card and it was declined. I immediately call chime support and explain what happened and the woman at first didn't even understand the situation I described to her ( even though it was in detail exactly what happened to me and why I put a hold on my account cancelled my card etc. ) She tells me yes it was denied because there's a block on your account. I told her AGAIN yes I did that MYSELF because of the fraudulent charge I saw so I cancelled my bank card AS I WAS TOLD. After 3 times explaining this to her she says \" oh we didn't even get the request for a new card OR THE DISPUTE. '' Now mind you on my app it was telling me my new card was PROCESSING AND MY DISPUTE WAS BEING INVESTIGATED. I asked her what in the world is going on why was I being told two different things?? She told me don't worry I'll go ahead and put the dispute through for you, order your new card, and issue you a new temporary card. I told her ok great that's fine please do. Fast forward a few days later I check my app again just to see if there's an update. Surprisingly, there is but not a good one. My dispute had been closed by Chime saying no fraud was detected. At this point I'm feeling betrayed and frustrated. No fraud detected? So they're saying I did this? Why In the world would I put myself through having to cancel my pending bills and route them all to a temp card, and call a handful of different places, INCLUDING MY LANDLORD ( who only accepts CASH that I can not access because I have no physical card at the moment..which made my rent LATE by the way! )? Not to mention I had to pay an extra fee on my car note because I had to make it over the phone Instead of through my debit card on auto pay AND then have to worry about possibly not getting my Direct deposit from work!? IT MAKES NO SENSE. So at this point I'm almost livid. I call them back and ask them why my claim was denied. The lady tells me no worries we will submit a rebuttal and we will make sure we take care of this for you. I am in tears at this point simply because of frustration and honestly feeling like I've been violated and my money isn't protected the way it should be AS PROMISED. Still, I'm cordial and I ask her once again, am I safe am I protected and is this going to be taken care of correctly? She reassures me, yes. Fast forward once again to today. I receive an email from Chime saying once again there was no fraud detected and my case has been closed... Again. There was an option to email support for a copy of the \" documents '' they used in determining this so I told them Yes ID LIKE WLL OF THEM. I am currently sitting here feeling like taking my little XXXX XXXX dollars out and telling them to take a long walk off a short bridge, but I feel I need justice. If this happens to me over only {$95.00}, who else is this happening to or HAS this happened to? What about our rights and our voices? What about being an FDIC? THIS IS NOT OK. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  View full complaint Sent to company STATUS Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. \n\nTheir response should include the steps they took, or will take, to address your complaint. \n\nCompanies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. \n\nCompany responded STATUS Company responded on XX/XX/XXXX RESPONSE TYPE Closed with monetary relief Company 's Response Dear XXXX XXXX : Chime Financial Inc. ( Chime ) received the complaint you filed with the Consumer Financial Protection Bureau on XX/XX/XXXX. In your complaint you explained that you opened a dispute investigation for an unauthorized transaction that posted to your account, and you disagreed with the final determination of No Error Found. You asked that we refund your money. Chime is a financial technology company, not a bank. Banking services provided by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  FDIC. XXXX XXXX XXXX serves as the issuer of your Chime Checking Account that was opened on XX/XX/XXXX. On XX/XX/XXXX, you contacted us to report one ( 1 ) unauthorized transaction in the amount of {$95.00} had posted to your account. We filed a dispute and began an investigation into the matter. On XX/XX/XXXX, we concluded the investigation and based on the information available determined that no error occurred. An email notification was sent informing you of the outcome and that no credit would be posted. The same day, you asked that we reopen the claim. Additionally, you requested a copy of the documents we relied on in making our determination, which were forwarded to you via email on XX/XX/XXXX. On XX/XX/XXXX, we concluded our review of the rebuttal claim and notified you via email that we determined no error occurred. As a result, you requested a copy of the documents we relied on in making our determination, and they were forwarded to you via email on XX/XX/XXXX. Upon further review, we determined additional investigation of the dispute claim was warranted. On XX/XX/XXXX, we applied a provisional credit to your account for the full amount of the dispute. This temporary credit was provided to allow you full use of the funds while we complete our investigation. As a part of our dispute investigation, a chargeback may be requested by Chime. A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is valid. We expect to conclude our investigation no later than XX/XX/XXXX, and will notify you via email with our findings. Chime places great importance on providing an excellent customer experience. Please feel free to contact Chime Member Services at XXXX if you feel that this issue has not been resolved, or if you have additional questions or concerns. Sincerely, Chime Consumer Response Team MONETARY RELIEF AMOUNT {$95.00} XXXX XXXX XXXXChime XXXX XXXX XXXX XXXX XXXX CHIME XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chime XXXX XXXX XXXX XXXX XXXX Chime XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \nC Chime Member Services [ image : Chime ] This is an automated response to let you know your request has been received and is being reviewed by our Member Services team! To ... \nC Chime Member Services to me 1 day agoDetails Chime Account Number Ending In : XXXX Claim ID : XXXX Dispute Type : Debit - Unauthorized Transaction Date Error Reported : XXXX Claim Amount : {$95.00} XXXX XXXX, This letter is to inform you that we have made a final determination regarding the claim referenced above. \n\nBased on our investigation, we have concluded that no error occurred. On XX/XX/XXXX, a temporary credit was posted to your account on a temporary basis until we completed our investigation. On XX/XX/XXXX, the temporary credit will be reversed and your account will be debited in the amount of {$95.00}. \n\nPlease ensure that there are sufficient funds in your account to cover the amount that will be debited, as well as any purchases or payments you plan to make. \n\nYou may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us at XXXX. \n\nThanks, Chime Dispute Team MY RESPONSE XX/XX/XXXX XXXX XXXX to XXXX 4  minutes agoDetails My response to your decision remains the same and I have several questions left unaddressed. I want to know why the ip address of the person who conducted this purchase was never investigated. I also would like to know why the shipping information of the goods in question was never provided. Where is the response from the company in question? I would like to receive all in email form within the next 5 days, and I will be opening another complaint with the consumer financial protection bureau. You are not allowed to debit this money from my account as the process is not yet closed for I will continue to fight this matter. Have a good day. \nComplaint id XXXX XXXX XXXX","date_sent_to_company":"2023-05-10T00:20:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"62901","tags":null,"has_narrative":true,"complaint_id":"6952825","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-05-10T00:14:30.000Z","state":"IL","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Merchants are able to <em>reject</em> chargebacks and can provide their own evidence to show that a transaction is valid. We expect to conclude our investigation no later than XX/XX/XXXX, and will notify you via email with our findings. Chime places great importance on providing an excellent customer experience. Please feel free to contact Chime Member Services at XXXX if you feel that this issue has not been <em>resolved</em>, or if you have additional questions or concerns."]},"sort":[7.5827036,"6952825"]},{"_index":"complaint-public-v1","_id":"6802859","_score":5.1256733,"_source":{"product":"Mortgage","complaint_what_happened":"My current mortgage company, Click n Close (FKA Mid America Mortgage) neglected to pay for my homeowners insurance policy out of my escrow account (although, the account showed the payments coming out). I found this out when I called the insurance company to make a claim after the hurricane. I have been in a 6-month long battle with them to get my home covered with the same level of coverage that I had. As of 3 weeks ago, I was told that they had secured a matching policy on my home  when I asked for a copy so that I could make the claim, they were unable to provide (because it didnt exist). 3 weeks later, they provided me with a copy of the same hazard policy that I have been telling them is not acceptable for the last 6 months. There is also a whole mess going on with a deferral vs. a forbearance. Per the attached recording, I very clearly called and requested a 3-month deferral where 3 payments are moved to the end of my mortgage. I found out in XXXX that they had placed a forbearance on my account and that 4 payments would be coming due on XXXX. Upon further discussion, I was told that, since the forbearance period had already occurred, that we could now get the deferral. At the very end of XXXX, I was notified that this deferral was rejected because there are unrepaired damages to my home from the hurricane (which have not been repaired due to their negligence in paying my insurance premium and then their ongoing delay in putting equivalent coverage on my home. At that time, they said we could do an extension while we continued to work everything out. \nClick n Close has continued to use bait and switch tactics throughout the last 6 months. I have 6 months worth of documented emails, letters, recordings that very clearly reflect their admittance of negligence and their continued abuse of power. I recently was told that a full coverage policy, matching my original policy, had been secured for my home. When I asked for a copy of the policy so that I could move forward with a claim, there was no response for weeks. At this time, Click n Closes lawyer stepped in and told me that I was only getting the hazard policy, that I have continued to reject. \nI have been working in a good faith effort with Click n Close for the last 6 months to resolve these issues, but it has become clear that they are going to continue to make this an impossible situation for me. I am currently in a home that has no coverage on any of my personal belongings, damage from the hurricane, and an increasing debt because of their deceitful practices with the deferral. They have also held on to my Flood insurance check because my account is in default, after I was told that my account was not in default and was given a disbursement agreement that clearly stated they would cash the check and send it back to me. \nI am hesitant to bring my account with them current because I do not want it to appear that I am agreeing to the forbearance (I do have the funds to bring the account current set aside and could easily do so). I do not want to submit a claim with the hazard policy because I do not want it to appear that I agree to accepting that policy either. My hands are tied, the hit to my credit with the forbearance is an attack. \n__________\nTimeline:\n\tNotified of Flood insurance lapse due to non-payment XXXX XXXX\n\tFlood insurance reinstated once Click n Close made payment\n\tConfirmed that other policies were in place and roof was covered\n\tPayment significantly increased, determined that escrow assessment was done and insurance was included twice, payment refund issued\n\tIncorrect payment again, refund issued\n\tIncorrect payment for third time (post hurricane), refund issued\n\tHurricane Ian  called to make insurance claim with home owners insurance, informed there was no payment made so insurance lapsed in XXXX\no\tEscrow account reflects homeowners insurance premium payments, payments never received by XXXX XXXX (multiple letters and notices sent to mortgage company during this time)\no\tSpent 5 weeks trying to connect with someone that would help me, no calls returned, no resolution\n\tEmail sent to XXXX XXXX, owner of mortgage company  XXXX  instructed XXXX  to take over\n\tRequest to have policy equal to (same coverage/cost) original homeowners policy  request met with Hazard policy that only covers building, higher cost, Click N Close only payee on policy (received subsequent email that they would cover any damage that would have fallen under original policy but that they could not issue it in a policy)\n\t4 months post hurricane, no equitable solution identified  suggested that Click N Close pay for damages directly and then take it up with their own liability insurance. \n\tDeferral requested and issued (3 months payments moved to end of mortgage)\n\tContinued receipt of late payment notices, told to ignore\n\tReceipt of hand delivered late payment notification - Called and was told I was on a forbearance, not a deferral, that 4 payments would come due on XXXX. \no\tRequest for call recording regarding deferral  not received to date\no\tClick n Close insists on forbearance, not deferral  will not make right\n\tI have obtained a recording of the call with Click n Close where the deferral was agreed upon\no\tTold that now that forbearance has been processed, can apply for formal deferral, will be approved\no\tLast week of XXXX, notified that deferral was not approved due to damage to home during hurricane  must repair damages before deferral can be issued\no\tUpon suggestion from Click n Close, extended forbearance so that repairs could be made and then deferral put in place\no\tFlood insurance check issued with homeowner and click n close listed as payees. Instructed to sign check, send to click n close  per disbursement schedule, they would cash check and send back for repairs to be made. \no\tCheck signed and sent to Click n Close in good faith  upon follow-up, was notified that they would be keeping the funds because account is past due (because of forbearance). \n\tUpon questioning, XXXX supplied a DIFFERENT disbursement schedule from the one received via mail and downloaded from site which states they will keep funds (contradicting original schedule). \n\tSo  Cant get out of forbearance to deferral (which was original agreement, not forbearance) until repairs are made, cant make repairs until flood check is cashed and funds sent back, wont send back funds because account is past due because of forbearance, cant move from forbearance etc, etc, etcstuck in a loop. \n\tConfirmation from XXXX XXXX on XXXX XXXX XXXX that I will have ongoing coverage equal to the coverage of the your insurance policy on your home until all necessary work has been completed\no\tWhen asked for a copy of the above policy, none was provided\no\tAfter multiple requests, a copy of the hazard policy was sent\n\tXXXX XXXX XXXX - New party assumes relationship from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX)\nXXXX XXXX provides copy of deferral conversation recording. Recording validates my claim regarding deferral and not forbearance. \no\tIn response to above finding, email was sent to XXXX  requesting a fair resolution ASAP: \n\tThe beginning of Fair Resolution (this list is not exhaustive and may continue to grow as more information is revealed): \n\tClick n Close should pay me outright for my damages from the hurricane and then leverage their own liability insurance on the back-end due to their error. No coverage was on my house at the time of the hurricane, this is due 100% to their negligence. \n\tClick n Close needs to provide me with a full coverage homeowners policy naming me, XXXX XXXX, as the payee immediately. Policy should match the policy that I had in place for the same cost. \n\tClick n Close should be responsible for helping me to secure long term homeowners insurance once the repairs to my home are complete, again matching original policy. Should a similar policy/cost not be available, Click n Close should, for a period of time, be responsible for the difference in cost. \n\tClick n Close needs to be held to the deferral agreement that was made over the phone post hurricane Ian (recording of call is available and clearly states that I requested a deferral). 6 payments should be shifted to the end of my mortgage, I will begin making regular payments again on XXXX. \n\tI refuse to work with Click n Close anymore and insist that my mortgage be moved to a more reputable company. I have a relatively low interest rate on my home, Click n Close should pay me outright for the difference in cost of my current interest rate vs. new interest rate for the lifetime of my loan. \n\tClick n Close needs to immediately release the funds that they are holding from my Flood Insurance to me and no longer needs to monitor the repairs to my home. \n\tAn audit should be done within Click n Close to determine if other homeowners are at risk of the same or similar situation due to negligence. Also, to determine where the funds showing as paid via an escrow account are ending up since it is obviously not always to the intended recipient.\n\tClick n Close should be held liable for XXXX XXXX XXXX XXXX, lost time at work. \n\tIn the event that long term medical issues or additional damages arise in the future as a result of mold/leakage/damages from hurricane, Click n Close should be held financially responsible for those damages. \no\tResponse received from XXXX XXXX contradicting prior confirmations and statements:\nFrom: XXXX XXXX  \nSent: XXXX XXXX XXXX XXXX XXXX XXXX\nTo: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   After providing you with a copy of the insurance declaration and the recording of a previous telephone call with a Click n Close agent, you responded by asking that you be named as the insured.  Please note, the insurance is a force placed policy.  Because it was acquired by Click n Close, then Click n Close is rightfully the insured.  We did contact XXXX  to explore the possibility of a policy addendum that might alleviate some of your concern of either lacking or losing coverage.  During a meeting with XXXX  to discuss your situation, however, a few things came to light:\n \n1)\tDuring an investigation of the property post-storm, the claims adjuster noted that the only damage found was for external wind damage.  Specifically, the adjuster reported wind damage to roof tiles, window shutters, screens, and an\nexterior light. The interior inspection did not find evidence of any storm related damage. There were no damages to the insured individual unit.\n2)\tThereafter, you were sent correspondence requesting a copy of your Covenants, Conditions, and Restrictions XXXXCC&Rs) for coverage review of any items the association does not cover.  \n3)\tTo date, you have not supplied the documentation necessary to move forward.\n \nWe are happy to expedite delivery of this information on your behalf so XXXX can proceed with consideration of a claim.  Please provide at your earliest opportunity.\n Further, as was previously explained (and what you observed in listening to the recorded phone call), your loan was placed in forbearance.  As such, and unless other interim amounts have been tendered, your payment would not go toward the XXXX XXXX payment.  I have asked customer service to provide you with updated figures so you have a clear understanding of what amounts are outstanding.  \n Please let me know if you have any questions upon review of the updated figures.  In the interim, I will anticipate receipt of your CC&Rs. \n Thank you.\n\tWith regard to points XXXX: the claims adjuster came out before the entirety of the issue with the insurance was revealed. At this point in time, I was made to believe that they would be covering my house with the same level of coverage provided by my original insurance company. It came to light after the fact that a sub-par hazard policy with XXXX  as the payee was actually what they were putting on the house. This is not acceptable to me and the reason that I have not proceeded further with the claim. I do not want to give the impression that I accept this policy. \n\tAlso, the adjuster never went into the roof to check for mold/other damages and it would be reasonable to believe that any damages observed immediately after the hurricane have likely gotten worse during the 6 month delay. \n\tReceived amount due on account which included 4 inspection fees. Inspection documents contain falsified information. \no\tAny information in these documents stating that the exterior or interior of my house was inspected are false, per their own notes in the document. They state that no access was granted, then state that the inspection was completed without issue. They state that they looked in my windows and saw window coverings, interior furniture, personal items, appliances, yet all pictures provided are of the guard station, there are none provided of my house. The document then goes on to confirm again in the additional comments section that access was not granted. \n\tAdditional errors: The property is under HOA, however the inspection notes otherwise. The document states that my roof is asphalt shingle, it is tile. It reflects the market value of my home as XXXX, it is XXXX. In addition, my flood insurance check was not even received by you until XXXX, so I certainly do not trust the validity that an inspection was even attempted in December. It reflects no exterior work needed and per your very own email, the adjuster reported wind damage to roof tiles, window shutters, screens, and an exterior light...\n\tI did receive calls from customer service to schedule inspections, to which I replied that they should halt any inspection activity due to the unresolved issues with my case and the fact that it was not clear to me how things would be proceeding (no inspections were ever scheduled). \n\nCurrent Status: \nBACK TO THE START, no advancement in over 6 months. Now dealing with Lawyer who is back tracking on any progress made.\n\tStill no resolution to homeowners insurance policy. Need roof replacement and other damages repaired  unable to do so. \n\tI should not be held to the limits and stipulations associated with a hazard policy given Click n Closes negligence. \n\tHouse is currently only covered by hazard policy which is not equitable to policy held  should another disaster occur before repairs can be made and a different policy put into place, I am left with less than acceptable insurance. \n\tWill likely be unable to secure a full coverage insurance policy in the future due to negligence of Click N Close. Suggested that it is their responsibility to find me equitable insurance and put that in place (cost/coverage match  Click N close not listed as Payee due to dishonesty, negligence, overall lack of reputability). \n\tCurrently living in a house with mold growing in cupboards and potentially walls/furniture  unable to repair, detrimental to health. \n\tI refuse to remain with this mortgage company once these issues are settled, however, if I switch to a new bank, I will lose the current interest rate that I have. \n\tClick n Close has noted the forbearance on me credit report inflicting further damage.\nI have consulted with a lawyer and have been told that it would not benefit me to engage with a lawyer because I have real damages that will need to be paid for. It will put me at a disadvantage to have to pay for a lawyer out of any settlement  this would leave me with less funds than required for repairs (if I were suing an insurance company, the situation would be different, and the insurance company would have to pay for legal fees). \n\nEmail sent to XXXX XXXX (XXXX)\nHello XXXX, \nMy name is XXXX XXXX and I currently hold a mortgage with Click n Close (account: XXXX). I was impacted by hurricane Ian 3 weeks ago and sustained damage to both the inside and outside of my home (flooding, wind damage, etc..). My house is within XXXX XXXX of the XXXX XXXX XXXX and XXXX XXXX XXXX, my area was a direct hit. Following the hurricane, I called my insurance company to file a claim and was informed that they do not have a policy for me, that they had never received payment from my mortgage company/escrow, so they let my policy lapse back in XXXX. Understandably, I was shocked and immediately overcome with panic. I have seen what appears to be the payments coming out of my escrow account the whole time. My insurance agent forwarded me emails from them, requesting payment, with copies of the policy documents. After spending hours on the phone per day for the remainder of that week, going in a customer service circle, I finally was able to get someone on the phone that sounded like they would be able to help me. Since that time, I have not received one single call back regarding this. I have called and called, spent more hours on the phone being transferred from this person to that person and then back to the first person, I have requested call backs, I have requested to be escalated, I have begged for someone to just please help me  and here I am, three weeks later with mold growing in my walls, unable to submit a claim to FEMA because I have to be able to identify my insurance company on the claim, very late to the game with hiring contractors (which means I will need to sit with this for weeks/months before I will be able to get someone here to do the work), mentally and physically exhausted from the clean-up, traumatized by what Ive seen from the hurricane, waking up with panic attacks in my sleep, and absolutely no further along than I was 3 weeks ago.\nI want to call out, I had a similar issue with my flood insurance back in XXXX (Click N Close didnt pay the premium and it had lapsed), luckily, we caught that, and we were able to have a check sent immediately and they were able to back-date the policy so I had no lapse in coverage. At that time, I asked if everything was all set with my homeowners policy and was told that it was. \nI was told that a forced policy would be put on my house, but that it would be the minimum coverage  this is unacceptable to me. Attached is the policy that I should have had on my home, I demand that the coverage I receive matches this. In addition, the insurance pay out checks need to go directly to me  in no way, based on my recent experience, do I believe Click N Close (with whomever their insurance company and whomever the escrow company is) is competent or responsive enough to make payments to my vendors in a reasonable manner (timely, correctly, etc..). This is my home and my life  I know that sounds histrionic, but my Mother was diagnosed with a XXXX XXXX XXXX not long ago which originated from XXXX XXXX, she has since had a XXXX XXXX XXXX  I take this very seriously. \nI also want to add that in XXXX I noticed that my mortgage payment (automate draft) had increased significantly. I called to speak with someone about that and was told that it was because they reassessed my escrow and my insurance premiums had changed. I asked to see the documentation, and upon reviewing, saw that my insurance was being counted twice! So, not only was it not being paid, but I was also being billed for it twice. At that time, they said that they would send a check to reimburse the difference and that it would be corrected going forward. Surprisingly, the payments were still incorrect for my next few drafts. In addition to all of that, my drafts were put on a deferral/forbearance due to the hurricane for 3 months. Surprisingly, a payment was still drafted out of my account last week, the automatic draft never got updated when the deferral was activated. As it stands today, I have spent (again) hours on the phone to get this resolved and have been reimbursed for all but the very first one, I am still owed for that incorrect draft. \nI know I am going ALL THE WAY up the chain by reaching out to you directly, I feel like I have no other choice, no one is helping me, no one will escalate my case, I have no visibility into what is going on  I need someone to fix this now. Secondary to all of this, you should know that the customer experience has been awful. I work for XXXX, in the customer experience world  managing change to ultimately ensure that our customers have the best experience possible, I know that this feedback would be impactful to our leadership team, I hope it is to you as well.\nI thank you in advance for your time and consideration  \nXXXX XXXX\nSecond Email sent to XXXX XXXX XXXX:\nXXXX XXXX, \nYou may remember that we communicated back in XXXX after my home was impacted by Hurricane Ian; as a reminder, upon calling my insurance company, I was notified that my policy had lapsed some months ago due to Click n Closes negligence in their fiduciary duty to pay my homeowners insurance premium out of my escrow account. I want to make you aware that, at nearly 5 months after the hurricane, there has been no equitable resolution to this issue  as a matter of fact, the issues continue to pile up. I am being met with dishonesty and proposals for resolution that are not acceptable. I have been more than willing to work with Click n Close to come to an agreeable path forward, but that does not seem to be happening as I am being met with one bait and switch issue after another and with proposed resolutions that benefit Click n Close while leaving me at a significant disadvantage. I should not have to be held to a hazard policy (with Click n Close listed as the only payee) with its stipulations, and limits. The fact is that there was no policy on my house at the time of the hurricane due to Click n Closes negligence. Due to a lack of reasonable action, I insist that Click n Close is liable for the repairs due to the negligence in paying my policy premium, should pay me out in full based on estimates, and then leverage your own insurance to recoup on your loss. I would also suggest that Click n Close is responsible for finding me a full insurance policy that matches the policy that I held and at the same rate (or less). Finding insurance in Florida after the storm will be nearly impossible and it is absolutely Click n Closes negligence that has put me in this position. I will not be able to find equitably insurance, especially not if I am put on a hazard policy to make a claim. I am very concerned that, at this time, there is only hazard insurance covering my house  again, this puts me at a significant level of risk should any other issues arise, which may require insurance intervention. I have also been unable to begin repairs to my home since the hurricane due to this ridiculous situation that I have been put in. I am left living in a home with mold growing in my cupboards, floors, and walls and have been sick for months. \nI am disgusted with how this issue is being handled. I have continued to act in good faith and have been met with dishonesty, incompetence, and a blanket disregard for your fiduciary duty as the holders of my mortgage/managers of my escrow. I have absolutely zero trust that your company will do the right thing at this point due to my dealings to date. I would like to schedule a call with you so that we can discuss an acceptable path forward. If we are unable to come to a path forward, I will proceed with additional action, that is not the route that I want to go, but it is becoming clear to me that I am being left with little choice. \nThank you for your time, consideration, and prompt response. \nXXXX XXXX XXXX sent to FL Insurance Commissioner: \nI have been left in a unique situation after Hurricane Ian that I have been trying to resolve for months now but cannot seem to come to an agreement on. I am a homeowner in FL, my mortgage company Click N Close (formerly XXXX XXXX) is supposed to pay my insurance premium from my escrow account. Upon being hit by Hurricane Ian, I called my insurance company and was told that I do not have an active policy, that it had lapsed due to non-payment. The payments appeared to have been coming out of my escrow account and were just never reaching the insurance company. The insurance company sent them multiple requests for payment, only to receive no response. Important to note, this same issue occurred with my Flood insurance earlier in the year, I caught that at the time and was able to resolve the issue right away; at that time I also asked for confirmation that there were no issues with my other policies. Unfortunately, in the case of the homeowners insurance, it had been too long since the lapse in coverage and the insurance company was not willing to reinstate the policy. \nThe mortgage company has admitted fault in this matter (after I had to reach out directly to the owner of the mortgage company, I had been stuck in a customer service loop for over a month). The owner put me in touch with someone in the escrow department. Their resolution offer is to back date a hazard policy on my house and to use that to cover any damages. Of course, this policy does not cover what my original policy covered and lists them as the only payee of the policy. The did provide an email to the effect that any additional damages, hurricane related, they would pay for outside of the policy. Ultimately, I am not OK with this resolution. As it stands, I currently have less than acceptable coverage of my property (hazard only) because I cannot get a new policy with the outstanding hurricane damage being in a state of disrepair. I do not want to make a hazard policy claim as that will negatively impact me and I believe cause me to not be able to find affordable coverage in the future. I also believe that it will be nearly impossible for me to get the same level of coverage that I had at the same cost due to this lapse in coverage and potentially having to make a hazard claim. \nI have spoken with a lawyer and understand that suing my mortgage company would not be the best path to go as I have real damages that need to be paid for, even if I were to win, I would end up at a deficit because I would have to pay the lawyer myself. \nI really do not know what to do  there is MUCH more to this story (multiple other mistakes made by the mortgage company) and I have documentation of everything. I know you arent the mortgage commissioner, but I need help to secure adequate coverage on my property immediately and I believe it should be at the cost of my mortgage company (I also think they should have to pay for my repairs out of pocket and then take it up with their own liability insurance to recoup their costs).\nAny direction would be much appreciated  Im desperate to begin making the needed repairs on my home before we start the rainy/hurricane seasons again. \n\n3rd Email sent to XXXX XXXX XXXX XXXX, \nYou should be aware of the practices that your team are leveraging as it relates to your clients. I have been met with contradictions and dishonesty at every single turn. This is disgusting, especially given the complete mess that Click n Close has caused me due to negligence in fiduciary duties. We are currently nearing 6 months post Hurricane Ian and still have no resolution to the below:\nI am requesting your assistance to resolve the below issues immediately (NOTE: all email interactions are included in the body of this email should you wish to review in context):\n\tHomeowners Insurance Policy (I currently do not have a policy on my home due to Click n Closes negligence, should there be a catastrophe, I lose everything that I own):\no\tPer XXXX  on XXXX XXXX: I personally contacted the insurer and received confirmation that you will have ongoing coverage equal to the coverage of your insurance policy on your home until all necessary work has been completed.  Please note, you will need to procure another insurance policy for your home immediately following completion. \n\tUpon receipt of the above, I requested a copy of the declarations page that reflects me listed as the payee on it (as I was with my original insurance coverage that you are matching). I have yet to receive a copy of the insurance policy, I do not understand the delay if the policy is real and in place. \n\tDisbursement of flood insurance:\no\tI was mailed a disbursement letter that had very different language from what I am being held to regarding the release of my funds (attached you will find the disbursement schedule that was originally sent to me vs. the schedule that XXXX sent to me after keeping my funds). Per XXXX, my account is in default due to the forbearance; also, per XXXX (see screenshot below), my account is not in default because I have a forbearance in place. The letter that was sent to me was sent while the forbearance was already in place, so there is no excuse as to why the letter that I received would not be the disbursement schedule that I am being held to (Per the Disbursement Schedule and Procedure that was sent to me, upon receipt of the required documents, Click n Close will deposit the claim check and send me a check for XXXX XXXX of the total claim funds, or the claim funds minus my unpaid principal balance  whichever is greater). Given that the check was for less than XXXX, I insist the entire amount to be cashed and sent back payable to me ASAP based on the language in your Disbursement Schedule and Procedure. \n\tDeferral vs. Forbearance:\no\tI insist upon reviewing the recording of the call where the deferral (forbearance) was agreed upon. I hold fast that a deferral is what was agreed upon, and if this is the case, Click n Close should stand by that. If I did agree to a forbearance, then we will move forward from there. \n\tTo date, I have received zero response to my multiple requests to review the call. Review of this call will definitively settle this matter. \n\tAccount Status:\no\tThe forbearance (again, in dispute) period on my loan ends on XXXX XXXX  I need to know how to proceed based on XXXX cryptic email below. \n\tMy initial request (in response to XXXX  note that they were keeping my flood funds due to my account being in default, which, to be clear, I am disputing per the above): I would like confirmation that if I bring my house payments current and out of the forbearance (that should have been a deferral), that the remainder of the funds for my flood insurance will be released to me. I certainly do not want to assume, given the bait and switch with the disbursement schedule letters.","date_sent_to_company":"2023-04-07T01:14:39.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"33908","tags":null,"has_narrative":true,"complaint_id":"6802859","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Click n' Close, Inc.","date_received":"2023-04-07T00:36:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["When I asked for a copy of the policy so that I could move forward with a <em>claim</em>, there was no response for weeks. At this time, Click n Closes lawyer stepped in and told me that I was only getting the hazard policy, that I have continued to <em>reject</em>. \nI have been working in a good faith effort with Click n Close for the last 6 months to <em>resolve</em> these issues, but it has become clear that they are going to continue to make this an impossible situation for me."]},"sort":[5.1256733,"6802859"]},{"_index":"complaint-public-v1","_id":"12118153","_score":4.6227536,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I transferred money from my XXXX  XXXX  account, to my XXXX   Wise bank account on XXXX XXXX  2025 at XXXX  and transferred the money, as i normally do to my USA Wise account at XXXX. I was a repeat transfer. I called them at XXXX as this normally takes second but was told it can take upto one working day. Even to myself ? It is the Wise USA band. Yes i was told. Sometimes 3 working days.\n\nAt XXXX XXXX when no money was received, I sent an email. I was given a receipt for the transfer. The money Payee was in my name to my USA Wise account and the Transfer number matched.\n\nHello XXXX,\n\nThanks for getting in touch!\n\nIf I understand correctly you are asking about transfer XXXX  set up yesterday from XXXX to USD.\n\nIf you meant another transfer, please specify the transfer number and we'll investigate. \n\nPlease check if the account details entered for this transfer were correct and get back to us in case a mistake was made. I added the transfer receipt so you could check. \n\nIf you wish to just convert money within your Wise account, in the future I'd recommend:\n\nGo to Home and select which balance youd like to convert from (XXXX  in this instance)\nClick Convert\nEnter the amount youd like to convert from and the currency you want to convert to (USD)\nTap Continue\nThis way you move money in your account instantly with a live mid-market rate. Well also show you the conversion fee and total amount well convert. Keep in mind, once youve confirmed the conversion, the transaction and any fees cant be reversed.\n\nLearn more about how to convert money\n\nRead more on what to do if you sent the money to wrong recipient details\n\nLet us know if you have any other questions. Were happy to help.\n\nBest regards,\n\nWise\n\nOK so I waited.~\n\nI rang up XXXX  XXXX  as still no money had been recieved, and told the same thing. I wrote another email.\n\nOk. This is to myself, and I didn't use the convert feature as I should have. It has been four working days now, and I am getting frustrated with the delay. It is only from my wise XXXX  to US account.\n\nPlease can I cancel somehow or find me a solution?\n\nMany thanks\n\nXXXX  XXXX \n\nHello XXXX,\n\nThanks for getting in touch!\n\nI understand your transfer XXXX  hasn't yet reached the recipient and you'd like us to confirm its status.\n\nWe sent out your transfer successfully on XXXX XXXX XXXX XXXX  (2 days ago).XX/XX/XXXXUSD transfers usually instant to reach the recipient account, but some banks may take longer to process incoming payments.\n\nIf it seems to be taking longer, here are some things you should check:\n\n1. Confirm that your recipients details were correct.\n\nIf there's a mistake in the details, the money might not reach the intended account. In most cases, the funds will be rejected and we'll ask you to update the details or cancel the transfer once the money reaches back to us.\n\n2. Check if you sent the correct currency.\n\nIf the recipient account can't receive the currency you've sent them, the funds will be rejected.\n\n3. Share the transfer receipt with the recipient (bank).\n\nEven if the recipient details were correct, sharing the transfer receipt with the recipient bank will help them locate your money. Or they can advise why it hasn't arrived yet.\n\nLearn how to download your transfer receipt.\n\nI hope this helps. Let us know if you have any more questions.\n\nBest regards, \n\nWise. \n\nAt this point, I told them YOU ARE THE BANK (again).\n\nthen i sent another email as phone calls were a waste of time.\n\nThank you. still nothing there so it is 5 working days now\n\nOn XXXX XXXX XXXX XXXX, XXXX  Wise Support,  wrote: ##- Please type your reply above this line. -##  Hi XXXX,\n\nThank you for get in touch with us.\n\n \n\nRegarding your issue, we'll reach to our relevant team for further help.\n\nOnce its done, you'll get a notification through your email and we do apologize for the inconvenient cause before.\n\nHope this email find you well and we're happy to help,\n\n \n\nRegards,\n\nWise team.\n\nSo now i was worried. So I wote them another email\n\nHello XXXX,\n\nI hope this email finds you well.\n\nIm getting in touch with you about your transfer XXXX.\n\nOur relevant team has already responded regarding your previous inquiry with this transfer and they have informed that the transfer is successfully completed from balance to your receiving end's balance as well.\n\nAs per advised, the funds are already in your recipient's balance.\n\nIf you're referring to as why your recipient hasn't received the funds yet and you already provided the transfer receipt, kindly provide a bank statement of the recipient showing all payments from 1 day before the payout until the present day.\n\nWell need to see:\n\nTheir full name\nAccount details\nBanks name and logo\nAll transactions from XXXX XXXX 2025 till today\nUpload your document here.\n\nHowever, if you are referring to the situation where you have mistakenly input the incorrect recipient details and the transfer was meant for a different recipient, please be advised that our conversion process is fast  and sometimes its too late to cancel.\n\nOnce its marked as complete, the money is out of Wises system and into the banking system.\n\nSome banks may reject the transfer back automatically if the name doesn't match with the account number, but this varies depending on the currency and bank that you sent to.\n\nSo if you dont see the option to cancel:\n\nGet in touch with the recipient or recipient bank\n\nTell them about the mistake\n\nAsk them to send the money back to you/Wise  you can then set up a new transfer if you need to\n\nTip: If you cant cancel your transfer on Wise, its out of our system  so we cant cancel it either. Please get in touch with your recipient directly.\n\nLearn more about cancelling completed transfers\n\nWe apologize for the inconvenience and we hope the best on your end to sort out this situation.\n\nIf there is anything else that you're referring to, please let us know.\n\nI hope that helps  or you can check out our Help Centre.\n\nBest regards,\n\nWise\n\nAgain i preplied with screenshots.\nHello thanks for your reply.\n\nI am the recipient.\n\nI transferred it from my wise XXXX account to my username wise account and it still is not there\n\nWhat can you do?\n\nXXXX  \nI emailed again (as i had no reply)\n\nHello\n\nI keep repeating myself.\n\nI now I should have converted.\n\nThe recipient details are correct which I have confirmed in 2 emails.\n\n\nAll routing numbers are correct, account number is correct, bank details are correct.\n\n\nAll the file I attach again \n\n\nIf you have lost the money please refund it and I will convert it. I need the money in dollars to transfer into my XXXX  bank account \n\n\nXX/XX/XXXX\n\nMy number is XXXX\n\n\nOn XXXX XXXX XXXX  2025, XXXX Wise Support,  wrote: ##- Please type your reply above this line. -## Hello XXXX,\n\nThanks for getting back to us.\n\nI understand that you're reaching out about the transfer XXXX\n\nUpon checking, I can see that the transfer has been completed from our side. \n\nPerhaps, did you previously intended to convert the money from XXXX  balance to USD balance? If so, you're actually just need to go to your XXXX  balance and click the \"Convert\" button without setting up the transfer manually.\n\nHowever, it looks like for this transfer, you manually send the money from your XXXX  balance to your USD account details in Wise. Could you also double-check if the recipient details are already correct? You can do so by downloading the transfer receipt.\n\nHow do I download a transfer receipt?\n\nPlease also confirm if you didn't intended to send the money to someone else by replying to this email.\n\nI hope this helps. Let us know if you have any more questions.\n\nRegards,\n\nWise Team\n\n\nAt this point after another phone call, the lady looked and said your account numvber has been sent with a 8 instead of a 6. It has gone to a different recipien., this was the first i had seen of it, after the screenshots i had sent them and the PDF Transaction they sent me, (I transferred money from my XXXX XXXX account, to my XXXX  Wise bank account on XXXX XXXX 2025 at XXXX and transferred the money, as i normally do to my USA Wise account at XXXX. I was a repeat transfer. I called them at XXXX as this normally takes second but was told it can take upto one working day. Even to myself ? It is the Wise USA band. Yes i was told. Sometimes 3 working days.\n\nAt XXXX XXXX when no money was received, I sent an email. I was given a receipt for the transfer. The money Payee was in my name to my USA Wise account and the Transfer number matched.\n\nHello XXXX,\n\nThanks for getting in touch!\n\nIf I understand correctly you are asking about transfer XXXXset up yesterday from XXXX  to USD.\n\nIf you meant another transfer, please specify the transfer number and we'll investigate. \n\nPlease check if the account details entered for this transfer were correct and get back to us in case a mistake was made. I added the transfer receipt so you could check. \n\nIf you wish to just convert money within your Wise account, in the future I'd recommend:\n\nGo to Home and select which balance youd like to convert from (XXXX  in this instance)\nClick Convert\nEnter the amount youd like to convert from and the currency you want to convert to (USD) Tap Continue\nThis way you move money in your account instantly with a live mid-market rate. Well also show you the conversion fee and total amount well convert. Keep in mind, once youve confirmed the conversion, the transaction and any fees cant be reversed.\n\nLearn more about how to convert money\n\nRead more on what to do if you sent the money to wrong recipient details\n\nLet us know if you have any other questions. Were happy to help.\n\nBest regards,\n\nWise\n\nOK so I waited.~\n\nI rang up Tuesdayy XXXX  as still no money had been recieved, and told the same thing. I wrote another email.\n\nOk. This is to myself, and I didn't use the convert feature as I should have. It has been four working days now, and I am getting frustrated with the delay. It is only from my wise XXXX  to US account.\n\nPlease can I cancel somehow or find me a solution?\n\nMany thanks\n\nXXXX  XXXX  \n\nHello XXXX,\n\nThanks for getting in touch!\n\nI understand your transfer XXXX  hasn't yet reached the recipient and you'd like us to confirm its status.\n\nWe sent out your transfer successfully on XXXX XXXX 2025 XXXXXXXXXXXX  (2 days ago).XX/XX/XXXXUSD transfers usually instant to reach the recipient account, but some banks may take longer to process incoming payments.\n\nIf it seems to be taking longer, here are some things you should check:\n\n1. Confirm that your recipients details were correct.\n\nIf there's a mistake in the details, the money might not reach the intended account. In most cases, the funds will be rejected and we'll ask you to update the details or cancel the transfer once the money reaches back to us.\n\n2. Check if you sent the correct currency.\n\nIf the recipient account can't receive the currency you've sent them, the funds will be rejected.\n\n3. Share the transfer receipt with the recipient (bank).\n\nEven if the recipient details were correct, sharing the transfer receipt with the recipient bank will help them locate your money. Or they can advise why it hasn't arrived yet.\n\nLearn how to download your transfer receipt.\n\nI hope this helps. Let us know if you have any more questions.\n\nBest regards, \n\nWise. \n\nAt this point, I told them YOU ARE THE BANK (again).\n\nthen i sent another email as phone calls were a waste of time.\n\nThank you. still nothing there so it is 5 working days now\n\nOn Fri, XXXX  XXXX  2025, XXXX Wise Support,  wrote: ##- Please type your reply above this line. -##  Hi XXXX,\n\nThank you for get in touch with us.\n\n \n\nRegarding your issue, we'll reach to our relevant team for further help.\n\nOnce its done, you'll get a notification through your email and we do apologize for the inconvenient cause before.\n\nHope this email find you well and we're happy to help,\n\n \n\nRegards,\n\nWise team.\n\nSo now i was worried. So I wote them another email\n\nHello XXXX,\n\nI hope this email finds you well.\n\nIm getting in touch with you about your transfer XXXX.\n\nOur relevant team has already responded regarding your previous inquiry with this transfer and they have informed that the transfer is successfully completed from balance to your receiving end's balance as well.\n\nAs per advised, the funds are already in your recipient's balance.\n\nIf you're referring to as why your recipient hasn't received the funds yet and you already provided the transfer receipt, kindly provide a bank statement of the recipient showing all payments from 1 day before the payout until the present day.\n\nWell need to see:\n\nTheir full name\nAccount details\nBanks name and logo\nAll transactions fromXX/XX/XXXX 2025 till today\nUpload your document here.\n\nHowever, if you are referring to the situation where you have mistakenly input the incorrect recipient details and the transfer was meant for a different recipient, please be advised that our conversion process is fast  and sometimes its too late to cancel.\n\nOnce its marked as complete, the money is out of Wises system and into the banking system.\n\nSome banks may reject the transfer back automatically if the name doesn't match with the account number, but this varies depending on the currency and bank that you sent to.\n\nSo if you dont see the option to cancel:\n\nGet in touch with the recipient or recipient bank\n\nTell them about the mistake\n\nAsk them to send the money back to you/Wise  you can then set up a new transfer if you need to\n\nTip: If you cant cancel your transfer on Wise, its out of our system  so we cant cancel it either. Please get in touch with your recipient directly.\n\nLearn more about cancelling completed transfers\n\nWe apologize for the inconvenience and we hope the best on your end to sort out this situation.\n\nIf there is anything else that you're referring to, please let us know.\n\nI hope that helps  or you can check out our Help Centre.\n\nBest regards,\n\nWise\n\nAgain i preplied with screenshots.\nHello thanks for your reply.\n\nI am the recipient.\n\nI transferred it from my wise UK account to my username wise account and it still is not there\n\nWhat can you do?XX/XX/XXXX\nI emailed again (as i had no reply)\n\nHello\n\nI keep repeating myself.\n\nI now I should have converted.\n\nThe recipient details are correct which I have confirmed in 2 emails.\n\n\nAll routing numbers are correct, account number is correct, bank details are correct.\n\n\nAll the file I attach again \n\n\nIf you have lost the money please refund it and I will convert it. I need the money in dollars to transfer into my XX/XX/XXXX accountXX/XX/XXXX\n\n\nMy number isXX/XX/XXXX\n\n\nOn Sat,XX/XX/XXXX 2025,XX/XX/XXXX Wise Support,  wrote:\n##- Please type your reply above this line. -##\nHelloXX/XX/XXXX\n\nThanks for getting back to us.\n\nI understand that you're reaching out about the transfer #XX/XX/XXXX.\n\nUpon checking, I can see that the transfer has been completed from our side. \n\nPerhaps, did you previously intended to convert the money from XX/XX/XXXX balance toXX/XX/XXXXUSD balance? If so, you're actually just need to go to yourXX/XX/XXXX balance and click the \"Convert\" button without setting up the transfer manually.\n\nHowever, it looks like for this transfer, you manually send the money from your XX/XX/XXXX balance to yourXX/XX/XXXXUSD account details in Wise. Could you also double-check if the recipient details are already correct? You can do so by downloading the transfer receipt.\n\nHow do I download a transfer receipt?\n\nPlease also confirm if you didn't intended to send the money to someone else by replying to this email.\n\nI hope this helps. Let us know if you have any more questions.\n\nRegards,\n\nWise Team\n\n\nAt this point after another phone call, the lady looked and said your account numvber has been sent with a 8 instead of a 6. It has gone to a different recipient.\n\nBut my Payee is in my name?\n\nYou will have to call in Monday. I am just customer service.\n\nSo i on Saturday as one last attempt., i wrote (XX/XX/XXXX.)\n\nOk the transfer has been known to a risen to look into the transactions as I don't know whoXX/XX/XXXXis. There was one digit mistake on my part. Do I also try and get in contact with the recipient of the transfer, as the transfer was to me in my name.\n\nAs previously mentionedi should have hit convert but it has been a long time since, I did that, so I transferred the money to myself. I always copy the account and routing numberso I made a mistake somewhere.\n\nI wish the excellent representative I spoke to tady , a lady , I didn't catch her name, but was excellent. All emails and telephone calls I have made this week asking where my money is , is wait eveorking days then another day and I don't know how a digit  6 became an 8 digit number but it did and I hopeXX/XX/XXXX is good enough to return the money back to either my XX/XX/XXXXaccount where it came from or to my intended destination of America account.\n\nI asked and kept on asking this week to look into this transfer earlier this week and just got generic replies Al the time without looking into my questiond\n\nSo my question is do I contact actual recipient who got the money accidentally directly, as I have no idea who he is at all.?\n\nMany thanksXX/XX/XXXX\nI have a lot of US bills to pay relating to the condo in Florida\n\nHello XX/XX/XXXX\n\nWe have escalated the issue to the relevant team.\n\nHowever, as the escalation was done on the weekend, the processing time is somewhat slower. \n\nPlease allow the relevant team 1-2 working days to check on the case and we will give you un update on the next steps as soon as they have investigated the situation.\n\nThank you for your patience.\n\nAll the best,XX/XX/XXXX) originally had my Payee name on it, but now had XX/XX/XXXXon it (statement (2).\n\nBut my Payee is in my name?\n\nYou will have to call in Monday. I am just customer service.\n\nSo i on Saturday as one last attempt., i wrote (XX/XX/XXXX.)\n\nOk the transfer has been known to a risen to look into the transactions as I don't know who XX/XX/XXXX XX/XX/XXXX is. There was one digit mistake on my part. Do I also try and get in contact with the recipient of the transfer, as the transfer was to me in my name.\n\nAs previously mentionedi should have hit convert but it has been a long time since, I did that, so I transferred the money to myself. I always copy the account and routing numberso I made a mistake somewhere.\n\nI wish the excellent representative I spoke to tady , a lady , I didn't catch her name, but was excellent. All emails and telephone calls I have made this week asking where my money is , is wait eveorking days then another day and I don't know how a digit  6 became an 8 digit number but it did and I hopeXX/XX/XXXX is good enough to return the money back to either myXX/XX/XXXX account where it came from or to my intended destination of America account.\n\nI asked and kept on asking this week to look into this transfer earlier this week and just got generic replies Al the time without looking into my questiond\n\nSo my question is do I contact actual recipient who got the money accidentally directly, as I have no idea who he is at all.?\n\nMany thanksXX/XX/XXXX\n\nI have a lot of US bills to pay relating to the condo in Florida\n\nIn reponse to my email \n\nHello XX/XX/XXXX,\n\nWe have escalated the issue to the relevant team.\n\nHowever, as the escalation was done on the weekend, the processing time is somewhat slower. \n\nPlease allow the relevant team 1-2 working days to check on the case and we will give you un update on the next steps as soon as they have investigated the situation.\n\nThank you for your patience.XX/XX/XXXX\nSo after two days on XX/XX/XXXX I wrote\n\nAny updates?\n\nHello XX/XX/XXXX, Thanks for getting in touch. \n\nWe have heard back from our specialized payments team and wanted to provide an update.\n\nWe initiated the recall  this can take up to a few weeks. Recalls are not guaranteed as the recipient has to agree to send the funds back.\n\nThe recipient has 10 full working days to respond to our recall request.\n\nOnce we have any news, well let you know and will follow up by email. \n\n \n\nLet us know if you have any other questions. Were happy to help.\n\nBest,\n\nWise.\n\nI replied on XX/XX/XXXX\nThank you for the update..\n\nThe recipient name was still in my name. The account number and recipient name has to match before the money is sent.\nBanks use a system called Confirmation of Payee (CoP) to check that the account details provided match the recipient's bank records. This includes the account name, account type, and reference number. If the details don't match, the sender will be warned.\nCoP helps to prevent transfer fraud, where a victim is tricked into sending money to a fraudster's account. This can happen if a fraudster intercepts an invoice or impersonates a trusted organization.\nWhat to do if the details don't match?\nIf the details don't match, you should contact the person or organization you're trying to pay. You should also be wary if you're told to ignore a \"no match\" response.\n\nThis did not happen.\n\nAs I say I hope the recipient pays the money back, it will make things easy.\n\nIf he doesn't, then I will be getting the money back by other means and let others know whom work in the industry exactly what you did. Especially after 5 days of constant calling and emailing that I had not received the money and should only take a day maximum.\n\nThe XX/XX/XXXX recipient did receive the money on the same day. So there are no excuses if he has spend the money from Wise point of view.\n\nI expect the money be returned to me whatever the outcome\n\nI don't want the hassle of going outside of Wise to get my money back. But I will do if the money is not refunded.\n\nMany thanks XX/XX/XXXX\n\nI evetually got a reply (even though my money was sent from the UK bank account.\n\nHello XX/XX/XXXX \n\nThanks for your patience so far and I'm very sorry to hear about this incident with transfer #XX/XX/XXXX \n\nI wanted to provide you with an update on this case.\n\nAt this time, we're still waiting for the recipient of this transfer to respond to our recall request. \n\nThey were contacted on Monday, XX/XX/XXXX and were given 10 working days to respond. This 10 working day timeframe will expire on XX/XX/XXXXXX/XX/XXXX. \n\nWe'll be sure to reach back out to you via email as soon as possible with the next steps. In this case, it's possible that it may take the full 10 working days for us to provide you with the next steps. \n\nRegarding the Confirmation of Payee, CoP currently only supports payments to XXXX  local account details (Sort Code and Account Number) via XX/XX/XXXXFaster Payments or a Standing Order upon set up. In this case, I can see that the transfer was sent to aXX/XX/XXXXUSD account, in which case the same name check regulations are not in place. \n\nLet me know if you have any other questions in the meantime, I'm happy to help. \n\nBest Regards,\nXX/XX/XXXX | Senior Customer Support at Wise\n\n\nSo i replied on the XX/XX/XXXX\n\nThank you for the update.\n\nBut I don't see what the problem is here.\n\nI cannot contact the recipient, as the recipient isXX/XX/XXXX but on my receipt it is XX/XX/XXXX\nYou claim on the website that most banks do and should reject if the payee and account numbers do not match . The banks are the same so you should have rejected the transfer\n\nAs I initiated  a ACH return immediately and the recipients was in my name and no one checked the account details which I copied and pasted from my wise bank account anyway as funds are instant.\n\nBut was told to wait and wait as I am now.\n\nBelow are the documents I was sent, but nothing to be alarmed about as this was on the app.\n\nOn the XX/XX/XXXX I got a reply ##- Please type your reply above this line. -##\nHelloXX/XX/XXXX\n\n \n\nThanks for getting back to us!\n\nOur payment team is still working on it and waiting the update from the recipient.\n\nWe will let you know as soon as we get any new information from the team.  Unfortunately we can't speed up this process.\n\nI hope this helps. Let us know if you have any more questions.\n\nOnXX/XX/XXXX I finally got a case no. Your case id is #XX/XX/XXXX\n\nSo I decided to wait until the XX/XX/XXXX when i emailed.\n\nAny updates? Deadline is tomorrow?\n\nGot a standard reply\n\nHello XX/XX/XXXX, \n\nThank you for reaching out to us again. \n\n \n\nI understand that you are contacting us for an update in regards to the money you are waiting for. I was checking your account but I see that we do not have any recent updates at the moment, as soon as we do have an update we will be contacting you via email. \n\nI hope that helps. Just let me know if you have any other questions, or you can check out our Help Centre.\n\nBest regards, \n\nThe Wise Team.\n\nI waited until theXX/XX/XXXXto send an email\n\nHello good afternoon.\n\nDo you have any updates regarding the transfer about reclaim the funds to the recipient that was due to me but sent to XX/XX/XXXX.\n\nI notified the transfer on XX/XX/XXXXthat there perhaps maybe a problem as it takes a couple of hours, and told to wait 3 working days,and on XX/XX/XXXX(as this is a repeat transfer, and didn't know about the convert) and the account number had changed from from an 8 to a 6 and to wait 10 working days for for the process to be completed case no. id is #1XX/XX/XXXX\n\nThanksXX/XX/XXXX\nMore standard emails but in the 1XX/XX/XXXX\n\nHelloXX/XX/XXXX,\n\nThanks for your patience.\n\nUnfortunately our recall for your transferXX/XX/XXXXwasn't successful as the recipient was uncooperative.\n\nRecalls are never guaranteed because the recipient/recipient bank would have to accept it first.\n\nIm very sorry that we were unable to recover the money.\n\nI'm afraid we won't be able to investigate further but you may seek for another course of action.\n\nI hope this helps. Let us know if you have any more questions.\n\nBest regards,\n\nWise\n\nSO I replied on email\n\nhe recipient bank was a wise bank account. It is your bank. You accepted the transfer. The same routing number. The account number is different from an 8 to a 6. I did it as a repeat transfer, so the clerical error is your end.\n\nI contacted Wise support within an hour when I didn't receive the money, to ask you exactly this. Because in the past I have received the money instantly on XX/XX/XXXX. Do don't let the transfer take place, do not let the recipient, even if it does come back to me, or it is even me, accept it. As I will start again. The recipient was my name same bank(your) same routine number, and one digital account number difference.\n\nThis did not happen. You are the bank, you still allowed the receiptitant bank, being your own bank to accept the transfer when I wanted you to cancel it, using this method.\n\nI asked for the money to be returned or blocked, and was told to wait 3 days as as it could take this long., and if it isn't correct it would likely be rejected via a phone call I have recorded and be one of two things.\n\nSo no need to worry your money will get back to you.\n\nThree days past but despite contacting you every day, the replys were almost \"BOT\" like in all your replies.. you should have used the convert button instead. I didnt know this but I did know, that after 1 hour that I didn't want you to accept the transfer as it hadn't appeared in my USA bank account.\n\nAfter 5 days , of course after the XXXX  to get the money back from you as your merchant bank details are 5 days . \n\nThis is like a scam. But conducted by yourselves.\n\nAs you have told me it came out of my UK wise account to a ACH bank account I am not covered by the Confirmation of Payee. But it should as it came from the Wise UK bank account in London.\n\nAnd I will report you to to the fFinancial Crimes Enforcement Network (FinCEN) for exchange transfers.\n\nIt doesn't how long this takes I will get my money back from you. XX/XX/XXXX. I will contact XXXX  to get the transfer bank from you.\n\nI will be reporting you to \nhttps://www.consumerfinance.gov/consumer-tools/money-transfers/ as you didn't contact the Payee which of course was in my name, but the account holder Payee did not match. I understand ach bank transfer are not covered by a USA to USA bank transfer the the payee account number routing number and Payee allowance have to match under USA bank law but it is the banks honesty and integrity and 95% are recovered that way by the bank refusing the transfer. YOU ARE THE BANK. But it was from my WISE XXXX  bank account which is protected by the CoP scheme \nThis is basically fraud on your side as I told you about this within an hour as the the bank transfer hadn't arrived and was just fobbed of with generic answers everything will be OK\nAfter 20 emails of excuses of no one doing your job and red flagged you about this immediately on XX/XX/XXXX, here we are a 3 weeks later going around in circles.\n\nJust give me my funds back. \n\nThen I got this email later on theXX/XX/XXXX\n\nHi XX/XX/XXXX,\n \nMy name isXX/XX/XXXXand Im a Complaints Administrator at Wise. Please allow this email to serve as an official acknowledgement of your recent complaint.            \n \nWe are currently investigating the matter and consulting with the teams involved, and will provide you with an update as soon as we can. \n \nWe aim to provide you with a final response regarding your case within 15 calendar days, but given the nature of your case we will try our best to resolve this as soon as possible. \n \nIf you would like information on our complaint procedure in the meantime, you can check our FAQ:How do I make a complaint? \n \nShould we need any further information from you during the course of our investigation, we will of course reach out to you. \n \nKind regards,\n \nXXXX  Complaints Administrator\nWise\n\nand finally this morning.\n\nHelloXX/XX/XXXX,\n\nMy name is XX/XX/XXXX and I'm the Complaints Officer who has looked into your case.\n \nThank you for your patience while we fully investigated your complaint.\n \nPlease find attached:\nOur final response regarding your complaint with Wise.\nTerms of Use document applicable to your account at the moment of the issue occurring.\n \nIf you do not agree with our decision, we do support your right to escalate your case further following the next steps section at the end of the letter. \n \nIf you have any questions, please do not hesitate to reach out.\n \nKind regards,\nXX/XX/XXXX\nComplaints officer\nWise\n\nWith a FOS complaint and Final decisions PDF's","date_sent_to_company":"2025-02-25T01:08:20.000Z","issue":"Other transaction problem","sub_product":"International money transfer","zip_code":"33897","tags":null,"has_narrative":true,"complaint_id":"12118153","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TransferWise Ltd","date_received":"2025-02-18T16:01:52.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I cannot contact the recipient, as the recipient isXX/XX/XXXX but on my receipt it is XX/XX/XXXX\nYou <em>claim</em> on the website that most banks do and should <em>reject</em> if the payee and account numbers do not match . The banks are the same so you should have <em>rejected</em> the transfer\n\nAs I initiated  a ACH return immediately and the recipients was in my name and no one checked the account details which I copied and pasted from my wise bank account anyway as funds are instant."]},"sort":[4.6227536,"12118153"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":16,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":16}]}},"product":{"doc_count":16,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":6,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":6}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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