{"took":237,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":490,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"7185630","_score":16.907051,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I applied for the Destiny credit card issued by First Electronic Bank and provided the documentation they requested to verify my identity, when I called to ask about the application status. I received another request over the phone to supply a utility bill for identification, even though there was no written request for this information, had I not called I would have not known about this missing information. The process took more than two weeks. \n\nI then received an email on XX/XX/XXXX letting me know that my application was denied, because \" Unable to contact you per alert on your credit report. '' They called ONCE, and I missed the call, and they made no further efforts to contact me again, or to leave a voicemail so that I was aware they were trying reach me, and I was unaware what number they would be calling from as well. I had also called them multiple times to verify my information, from the number listed on my fraud alert. \n\nThis organization is not following the law and complying with fraud alerts adequately. A fraud alert is a security measure consumers can take to protect their personal information, requiring proper verification of credit inquiries. These inquiries should be properly handled so that fraud alerts can protect both banks and consumers, and should not be used as a reason to deny applications or discriminate against these applications that require lawful measures of security and protection.","date_sent_to_company":"2023-07-01T15:59:05.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7185630","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CLGF Holdco 1, LLC","date_received":"2023-07-01T15:32:08.000Z","state":"CA","company_public_response":null,"sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["I had also called them multiple <em>times</em> to <em>verify</em> my information, from the number listed on my fraud alert. \n\nThis organization is not following the law and complying with fraud alerts adequately. A fraud alert is a <em>security</em> measure consumers can take to protect their personal information, requiring proper <em>verification</em> of credit inquiries."]},"sort":[16.907051,"7185630"]},{"_index":"complaint-public-v1","_id":"4845773","_score":16.68396,"_source":{"product":"Checking or savings account","complaint_what_happened":"I have been a Robinhood customer for more than two years, for security reasons, I set up all my account for two step verification, however, in the month of XX/XX/XXXX, I lost access to my phone number and my phone, so I can not verify my information to log in, However i was able to log into my account, Prior to me losing access to my account, I had filed some dispute in my account, Robinhood did not update or contact me about my dispute, about a little over two weeks, I reached out to Robinhood asking about the dispute I had filed, the Robinhood specialist that I spoke to, admitted that my case was just there and nobody escalated it as it should have been, during this process, I had verify my account at least 3 times with Robinhood, Robinhood then credited my account temporarily but then locked my account so that I can not access my funds. I called on XX/XX/XXXX and spoke to someone from the security department who was very hostile, threatening to have my funds locked into my account until I provide my personal bank statements and my ID to verify my Identity, despite the fact that I had verify my account multiple times before, I asked the specialist why should I submit my personal bank statements to Robinhood and that am concerned about my privacy issue since that has nothing to do with my Robinhood account, She then became very hostile and hang up the phone while I was still trying to get answers. At this point I believe Robinhood is treating me different and that could be racially motivated, I do have further events to back this feeling up. I am exhausting all remedies available to me before filing a lawsuit. Robinhood has been very uncooperative.","date_sent_to_company":"2021-10-26T19:16:20.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"75604","tags":null,"has_narrative":true,"complaint_id":"4845773","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2021-10-26T18:53:39.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I called on XX/XX/XXXX and spoke to someone from the <em>security</em> department who was very hostile, threatening to have my funds locked into my account until I provide my personal bank statements and my ID to <em>verify</em> my <em>Identity</em>, despite the fact that I had <em>verify</em> my account multiple <em>times</em> before, I asked the specialist why <em>should</em> I submit my personal bank statements to Robinhood and that am concerned <em>about</em> my privacy issue since that has nothing to do with my Robinhood account, She then became very hostile"]},"sort":[16.68396,"4845773"]},{"_index":"complaint-public-v1","_id":"10114176","_score":16.404022,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I opened an account with the online banking service Skrill on the XXXX of XXXX. I had a online transfer done of {$700.00} on the XXXX of XXXX and when I went to transfer the money from that account to my personal bank account my account was frozen saying that they randomly selected me for a security check and it should be resolved within a couple days. It has been 3 weeks and I still can't access my money I've called five or six times and all they tell me is that there's nothing they can do their securities department pass to clear my account before they can do anything but they can't transfer me to the securities department to talk to them about why my account is held. I've already verified my identity and my bank account with them and still I have no access to my funds. The amount transferred in was {$700.00} plus I made a {$10.00} initial deposit to open the account","date_sent_to_company":"2024-09-13T18:12:39.000Z","issue":"Trouble accessing funds in your mobile or digital wallet","sub_product":"Mobile or digital wallet","zip_code":"59714","tags":null,"has_narrative":true,"complaint_id":"10114176","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Skrill USA, Inc.","date_received":"2024-09-13T18:02:00.000Z","state":"MT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It has been 3 weeks and I still can't access my money I've called five or six <em>times</em> and all they tell me is that there's nothing they can do their <em>securities</em> department pass to clear my account before they can do anything but they can't transfer me to the <em>securities</em> department to talk to them <em>about</em> why my account is held. I've already <em>verified</em> my <em>identity</em> and my bank account with them and still I have no access to my funds."]},"sort":[16.404022,"10114176"]},{"_index":"complaint-public-v1","_id":"4645739","_score":16.266865,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello I have issues with the way2go program which is with XXXX XXXX I receive my weekly unemployment on the card. But for the last 5 weeks my account has been suspended due to fraud which they are saying they are unable to verify my identity. I sent in my id. Social security card, birth certificate, w2, and also documents from id.me that my identity was verified. I had to sent that account up in order to file my unemployment. I've contacted way2go customer service everyday for help im on hold for hours and they transfer me to the fraud department then they tell me to send my documents to id@conduent.com which I've done at least 10 times. Then they told me they couldn't verify me and to call and my local social security office i to get a consent based process and I did they told they had no idea what i was talking about and told me to call the unemployment office and I did they told me my identity was already verified and there should be no issues I called way2go back and told them that they told me they will let me know.Im still locked out of my account and I can't access my money I haven't been able to for 5 weeks now. This is ridiculous I've done everything they have asked and im still getting nothing to fix this.","date_sent_to_company":"2021-08-19T21:51:51.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"894XX","tags":null,"has_narrative":true,"complaint_id":"4645739","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Conduent Incorporated","date_received":"2021-08-19T21:31:19.000Z","state":"NV","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["Then they told me they couldn't <em>verify</em> me and to call and my local social <em>security</em> office i to get a consent based process and I did they told they had no idea what i was talking <em>about</em> and told me to call the unemployment office and I did they told me my <em>identity</em> was already <em>verified</em> and there <em>should</em> be no issues I called way2go back and told them that they told me they will let me know.Im still locked out of my account and I can't access my money I haven't been able to for 5 weeks now."]},"sort":[16.266865,"4645739"]},{"_index":"complaint-public-v1","_id":"1865954","_score":16.22509,"_source":{"product":"Credit reporting","complaint_what_happened":"Dear CFPB, I have recently been denied an application for credit on the basis of my Equifax credit file. According to federal law, I should be able to obtain a free credit report from Equifax. Yet for about the 10th time I have been in this situation, Equifax will not make my credit report available to me online. Each and every time I am directed to a page I am supposed to print out and mail to them together with a copy of my Social Security Number card and driver 's license for further verification. I have done this numerous times in the past. I have also called Equifax a countless number of times and spent hours upon hours on the phone with them trying to obtain my report and resolve this issue. Yet EACH AND EVERY time they deny me access to my rights under the pretense of identity verification. How many times do I need to send them my sensitive documents in the mail ( and risk identity theft in the process )? They do not have a problem verifying me. They are simply trying to make it as hard as possible to obtain free credit reports so as to goad you into signing up for their paid services. This is shameful and I have never been so disgusted with a financial institution in my life. Yet I am captive audience and can not leave to choose another provider. That 's just how credit reporting works. Please note I have absolutely NO PROBLEM obtaining my credit reports on first try with XXXX or XXXX. Please please please force about change at Equifax or shut down this racket!","date_sent_to_company":"2016-04-06T02:52:46.000Z","issue":"Unable to get credit report/credit score","sub_product":null,"zip_code":"94608","tags":null,"has_narrative":true,"complaint_id":"1865954","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2016-04-06T02:52:45.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem getting report or credit score"},"highlight":{"complaint_what_happened":["According to federal law, I <em>should</em> be able to obtain a free credit report from Equifax. Yet for <em>about</em> the 10th time I have been in this situation, Equifax will not make my credit report available to me online. Each and every time I am directed to a page I am supposed to print out and mail to them together with a copy of my Social <em>Security</em> Number card and driver 's license for further <em>verification</em>. I have done this numerous <em>times</em> in the past."]},"sort":[16.22509,"1865954"]},{"_index":"complaint-public-v1","_id":"11149599","_score":16.211327,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have disputed the XXXX XXXX  account numerous times! As of XX/XX/year> its still on my credit report. XXXX wont share any information with me because I DONT KNOW WHAT ADDRESS OR PHONE NUMBER THE PERSON USED WHEN THEY STOLE MY IDENTITY. I can only verify my social security number when I call them. THE XXXX XXXX  ACCOUNT ON MY CREDIT FILE IS NOT MINE! I am requesting all documentation that XXXX XXXX  provided to Equifax when they reported this fraud account to them. Equifax refuses to supply me with anything. If its supposedly information about me, I should be able to have that. The account needs to be removed!","date_sent_to_company":"2024-12-13T14:48:57.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"300XX","tags":null,"has_narrative":true,"complaint_id":"11149599","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-12-13T14:41:01.000Z","state":"GA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["If its supposedly information <em>about</em> me, I <em>should</em> be able to have that. The account needs to be removed!"]},"sort":[16.211327,"11149599"]},{"_index":"complaint-public-v1","_id":"9915163","_score":15.965714,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/year> at XXXX I called after numerous attempts at getting my security freeze lifted via transunion website and it kept telling me to call their number XXXX. Which I did about 6 times again the automated system disconnected me. In one instance, I chose to have the system call me back once a representative was available and the system called me back but, no one was on the line. Then I called back and waited an hour for a Representative. The Representative I spoke to was a lady named XXXX XXXX who I think messed up asking me some verification questions and was told they couldn't verify my identity after giving her my Full Name, SSN, Address, Email, DOB and Phone number. I then was told to call again in order to get another Representative and go through the process again. To which the new Representative asked the same questions and he was able to gain clearance to the lift of my security. This whole ordeal was ridiculous and no company should have such incompetence when dealing with people and their rights.","date_sent_to_company":"2024-08-26T16:37:55.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"02919","tags":null,"has_narrative":true,"complaint_id":"9915163","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-08-26T16:11:46.000Z","state":"RI","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":["The Representative I spoke to was a lady named XXXX XXXX who I think messed up asking me some <em>verification</em> questions and was told they couldn't <em>verify</em> my <em>identity</em> after giving her my Full Name, SSN, Address, Email, DOB and Phone number. I then was told to call again in order to get another Representative and go through the process again. To which the new Representative asked the same questions and he was able to gain clearance to the lift of my <em>security</em>."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.965714,"9915163"]},{"_index":"complaint-public-v1","_id":"8576877","_score":15.596575,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/24 I accessed my Equifax account online to temporarily lift a security freeze. I received an error message so I used the companies telephone system and received confirmation this was completed. After receiving notice from a lender that they still can not access my credit I called and spoke to someone who had me upload my drivers license and a selfie to verify who I was and was advised that the security freeze was actually removed from my account and that my report should be accessible within XXXX hour. the hour came and they still can not access so I have called multiple times since then only to be told different information about what is needed including mailing documents to verify my identity but have been advised they dont send notices outlining what I need to send in if anything. Some agents tell me theres agents speculate that theres an internal block that Equifax has placed but no one can seem to understand how to remove it if that is the case. The thing that was placed by me was the security freeze and I have asked Equifax to please remove any internal freezes or locks that they may have however no one can confirm nor can they remove any type of freezes without sending in information that I have yet to be told what to send. It is baffling that I can remove a security freeze with a simple text message code or by logging into my account but now theres somehow this phantom lock deep within the Equifax system that it cant be removed until I mail in documents that if stolen my whole identity is compromised. I have spent my whole day and have lost financing because of this issue. I am tired of spending 30 minutes in a phone tree only to get to someone who has no clue what theyre talking about and can not help me.","date_sent_to_company":"2024-03-19T22:14:22.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"272XX","tags":null,"has_narrative":true,"complaint_id":"8576877","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-03-19T22:05:08.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After receiving notice from a lender that they still can not access my credit I called and spoke to someone who had me upload my drivers license and a selfie to <em>verify</em> who I was and was advised that the <em>security</em> freeze was actually removed from my account and that my report <em>should</em> be accessible within XXXX hour. the hour came and they still can not access so I have called multiple <em>times</em> since then only to be told different information <em>about</em> what is needed including mailing documents to <em>verify</em> my"],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.596575,"8576877"]},{"_index":"complaint-public-v1","_id":"14561450","_score":15.063952,"_source":{"product":"Debt collection","complaint_what_happened":"Date : XX/XX/2025 To Whom It May Concern, I am submitting this complaint regarding an incident involving VyStar Credit Union and a suspicious third-party entity, possibly misrepresenting itself as a debt collector. I contacted VyStar Credit Union regarding my account and spoke with a representative. During the call, I provided my full Social Security Number and completed secondary authentication through my email. Despite verifying both of those secure methods, the representative proceeded to ask security questions that he claimed I failed. I asked him what questions I supposedly answered incorrectly, and he stated that he could not disclose them. This made little sense, especially since my identity had already been verified. I raised concerns about this and emphasized that if I had failed the questions, we should examine what went wrong. He refused to provide any further information. The representative then advised me to log into my VyStar account and complete a video call verification using my driver 's license, which I did. After completing the video verification and confirming my identity again, I asked for clarification on the failed security questions. I was again denied any information.\n\nHe then stated that my debt had been sold to another company, my account was locked, and gave me a phone number to call. When I looked up the number, it appeared to be associated with XXXX, This number appears to be associated with XXXX, the financial technology company. It's often listed as one of XXXXXXXX XXXX  customer support or fraud alert lines. \n\nHowever, always verify directly : Visit chime.com and look for official contact numbers in their Help or Contact Us sections. \n\nIf you have a XXXX account and received a call or message from this number, check it within the XXXX app for any official notices.\n\nIf you didnt expect a call and youre not a XXXX user, it may be worth blocking the number or reporting it, as scammers sometimes spoof official numbers.\n\nnot any known debt collection agency or a VyStar partner.\n\nI called the number and spoke with a woman who claimed to be from the debt collections department. I asked multiple times for the name of the company she represented, but she refused to tell me. I ultimately ended the call due to her refusal to provide any identifying information.\n\nI am highly concerned about the following : - Mishandling or misidentification of my account - Lack of transparency from VyStar after verifying my identity via SSN, email, and video ID - Possible unauthorized access or fraudulent transfer of my account - Referral to a suspicious third party with no verifiable identity I am requesting the following actions : 1. A full investigation into the identity verification process and the nature of the failed \" security questions '' 2. A written explanation of which security questions were answered incorrectly 3. Clarification on whether VyStar sold or transferred my debt, to whom, and under what authority 4. Confirmation that my personal data has not been shared with unauthorized parties 5. A full identity theft risk review and restoration of my account if necessary Thank you for your attention to this matter.","date_sent_to_company":"2025-07-09T22:12:02.000Z","issue":"False statements or representation","sub_product":"Credit card debt","zip_code":"32218","tags":null,"has_narrative":true,"complaint_id":"14561450","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"VYSTAR CREDIT UNION","date_received":"2025-07-09T22:11:40.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Impersonated attorney, law enforcement, or government official"},"highlight":{"complaint_what_happened":["I raised concerns <em>about</em> this and emphasized that if I had failed the questions, we <em>should</em> examine what went wrong. He refused to provide any further information. The representative then advised me to log into my VyStar account and complete a video call <em>verification</em> using my driver 's license, which I did. After completing the video <em>verification</em> and confirming my <em>identity</em> again, I asked for clarification on the failed <em>security</em> questions. I was again denied any information."]},"sort":[15.063952,"14561450"]},{"_index":"complaint-public-v1","_id":"3294396","_score":14.906204,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I am in the process of getting an FHA mortgage. My lender told me I needed to get the dispute comments removed per FHA requirements. I called XXXX and XXXX with no problem. Equifax first didn't answer the call several times. Finally when I got through, they had to verify my identity. I gave them my name, address, social security, credit file number ( I had pulled report online ), answered numerous questions about credit cards, student loans, mortgage payments etc and they just kept asking more and more questions and refused to verify my identity. All the answers were correct, but they just kept saying there was one more question I had to answer. When I questioned this and even after speaking to a supervisor, they agreed the policy was ridiculous, but got extremely rude and said they would not verify my identity. It seemed like once I protested all the questions that they became very rude and unwilling to assist. I explained this was for a mortgage and they said too bad. When I requested to speak to a manager she said she wouldn't give me a manager 's name and would have to see if they were able to talk to me. This call center was located in the XXXX. There seems to be no other option/way to work with them. I should not have to reveal all my personal info such as social and answer 20 questions in order to correct my credit report. Horrible customer service. Unwillingness to help.","date_sent_to_company":"2019-07-02T21:54:37.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"80023","tags":null,"has_narrative":true,"complaint_id":"3294396","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-07-02T21:23:18.000Z","state":"CO","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Equifax first didn't answer the call several <em>times</em>. Finally when I got through, they had to <em>verify</em> my <em>identity</em>. I gave them my name, address, social <em>security</em>, credit file number ( I had pulled report online ), answered numerous questions <em>about</em> credit cards, student loans, mortgage payments etc and they just kept asking more and more questions and refused to <em>verify</em> my <em>identity</em>. All the answers were correct, but they just kept saying there was one more question I had to answer."]},"sort":[14.906204,"3294396"]},{"_index":"complaint-public-v1","_id":"2276004","_score":14.630041,"_source":{"product":"Consumer Loan","complaint_what_happened":"I have been back and fourth with this company now for almost a year about removing his fraudulent account from my credit. I asked them to VERIFY this account with proof of my signature SEVERAL times and this final time I was asked by Bridgecrest for me to mail in copies of my license, social security card, and a Notarized Theft Affidavit which I did only to receive a letter a week letter requesting the SAME EXACT information ... I called Bridgecrest on today XX/XX/2017 and spoke to a rep that said that XXXX ( another rep ) at this company \" verified '' my signatures matched on everything. This is the SAME information have been requesting for almost a year in writing which I KNOW is COMPLETE XXXX. Because this is a fraudulent account. I have done my part as far as disputes, Theft Affidavit 's, and reporting to CFPB. Bridgecrest can wash their hands with getting paid for this XXXX. account because it will NEVER happen. You should investigate better when something is being brought to your attention as well as hire people at your locations to do better jobs at verifying peoples identity \" WE ALL DO N'T LOOK ALIKE ''.","date_sent_to_company":"2017-01-05T17:57:18.000Z","issue":"Taking out the loan or lease","sub_product":"Installment loan","zip_code":"75134","tags":null,"has_narrative":true,"complaint_id":"2276004","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2017-01-05T17:57:17.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["You <em>should</em> investigate better when something is being brought to your attention as well as hire people at your locations to do better jobs at <em>verifying</em> peoples <em>identity</em> \" WE ALL DO N'T LOOK ALIKE ''."]},"sort":[14.630041,"2276004"]},{"_index":"complaint-public-v1","_id":"2411027","_score":14.444617,"_source":{"product":"Credit card","complaint_what_happened":"This is in regard to Comenity Capital Bank of XXXX, MD, dba PayPal Credit. I was approved for a PayPal Credit ( revolving credit line ) account a couple weeks ago. Each time I have attempted to use my account for a purchase online, it has been denied, which requires a phone call to them. I have spoke to them 9 times now, each time about 30 minutes. Every time they tell me there is some kind of security flag on my account. About half the time they are able to verify my identity using public records, and then the transaction will go through. The rest of the time, they just tell me I have to \" wait '' ( no time specified ) because there is nothing they can do to over ride their computer system. Neither of these is an acceptable business practice. What use is a line of credit if you can not use it? No one can tell me exactly what is flagging my account. Regardless, they have verified my identity so many times, and using so many methods, that they should know my entire life history at this point. No one can seem to permanently remove this flag due to it all being computerized, and no one can permanently over ride their over-zealous computer system. And while most of the reps I have dealt with have been friendly and empathetic, no one can resolve the issue. I need this resolved permanently so I can confidently use my approved line of credit during travel and for other purposes. Right now, it 's a shot in the dark each time, and only half the time they have been successful in temporarily resolving the issue. There has go to be someone further up the food chain who can keep these flags from showing up on my account.","date_sent_to_company":"2017-03-30T15:40:13.000Z","issue":"Transaction issue","sub_product":null,"zip_code":"01923","tags":null,"has_narrative":true,"complaint_id":"2411027","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2017-03-30T05:07:32.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have spoke to them 9 <em>times</em> now, each time <em>about</em> 30 minutes. Every time they tell me there is some kind of <em>security</em> flag on my account. <em>About</em> half the time they are able to <em>verify</em> my <em>identity</em> using public records, and then the transaction will go through. The rest of the time, they just tell me I have to \" wait '' ( no time specified ) because there is nothing they can do to over ride their computer system. Neither of these is an acceptable business practice."]},"sort":[14.444617,"2411027"]},{"_index":"complaint-public-v1","_id":"7826059","_score":14.328492,"_source":{"product":"Checking or savings account","complaint_what_happened":"DO NOT DO Business with BMO XXXX ( BMO subsidiary that has online only XXXX ). \nThey put an account restriction on my account when I tried to withdraw my money to my account at another bank ( Up to this point : I understand that they may want to be cautious of any potential issues- suspicious activities and I appreciate their efforts to safeguard the account ). However, when I called the customer service number and verified my identity through my DoB, Social Security number and text message verification at the pre-registred number. They said that they can not do anything to help and referred me to their fraud preventation department and gave me their number. So I call that number, which went straight to the voicemail ( I called this number about over 10 times over a different time period during the business hours ). So I called the customer service again and they submitted a \" ticket '' for me and the issue will be resolved within 48 hours or somebody will reach out to me. But it's been almost a week since. In the meantime, I have called the customer service number multiple times to follow up and called the fraud department countless times ( Everytime, straight to the voicemail ). And I can't even close the account until the issue is resolved apparently. So they are keeping my money because their backoffice is non-existent and can not deal with customer issues properly. Their Fed Supervisors should really shut this institution down and bar them from accepting any more new deposits from customers until they have the requisite back office structure/capacity necessary to deal with any issues that may arise. This place epitomizes incompetency, and the regulators should fine their parent company BMO until they can fix this disaster that they call \" BMO XXXX. ''","date_sent_to_company":"2023-11-09T19:00:24.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"63376","tags":null,"has_narrative":true,"complaint_id":"7826059","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"BMO BANK NATIONAL ASSOCIATION","date_received":"2023-11-09T18:39:10.000Z","state":"MO","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":["However, when I called the customer service number and <em>verified</em> my <em>identity</em> through my DoB, Social <em>Security</em> number and text message <em>verification</em> at the pre-registred number. They said that they can not do anything to help and referred me to their fraud preventation department and gave me their number. So I call that number, which went straight to the voicemail ( I called this number <em>about</em> over 10 <em>times</em> over a different time period during the business hours )."]},"sort":[14.328492,"7826059"]},{"_index":"complaint-public-v1","_id":"7144533","_score":14.27071,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2023 I sent XXXX a form stating I am a victim of identity theft and requesting specific items be blocked from my credit report. Along with the form I also sent a police report, my drivers license, social security card and my FTC IDENTITY THEFT AFFIDAVIT. According to FCRA 605B once XXXX receives my identity theft report along with a statement from me and other items that verify my identity, the reported information shall be blocked within 4 business days. \n\nXXXX sent me a letter on XX/XX/2023 stating my request to block was denied due to my request being made in error. There is no way that XXXX can reasonably determine that. I have provided a valid police report and I have satisfied the requirements of a block under FCRA 605B. If XXXX does not follow the laws established I will have no chose but to sue them in small claims court for willful non compliance and damages. \n\nIn addition on XX/XX/2023 I spoke with a representative from XXXX XXXX XXXX XXXX who is handling my file. And he claims he must first contact the creditor to confirm if fraud is found. This is not the correct procedure that should be followed. According to FCRA 605B once XXXX receives information that a consumer identifies as identity theft, accompanied with verification of the consumers identity and a valid identity theft report XXXX MUST BLOCK the information without referring to the original creditor for validation of fraud. This confirms that XXXX is not following the FCRA guidelines that are established to help consumers in these troubled times. XXXX is Violating FEDERAL LAW I have also contacted experian about this and they are saying my police report is invalid which is unacceptable.","date_sent_to_company":"2023-06-20T18:15:01.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"55125","tags":null,"has_narrative":true,"complaint_id":"7144533","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-06-20T18:14:58.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This is not the correct procedure that <em>should</em> be followed. According to FCRA 605B once XXXX receives information that a consumer identifies as <em>identity</em> theft, accompanied with <em>verification</em> of the consumers <em>identity</em> and a valid <em>identity</em> theft report XXXX MUST BLOCK the information without referring to the original creditor for validation of fraud. This confirms that XXXX is not following the FCRA guidelines that are established to help consumers in these troubled <em>times</em>."]},"sort":[14.27071,"7144533"]},{"_index":"complaint-public-v1","_id":"7144508","_score":14.25368,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2023 I sent TransUnion a form stating I am a victim of identity theft and requesting specific items be blocked from my credit report. Along with the form I also sent a police report, my drivers license, social security card and my FTC IDENTITY THEFT AFFIDAVIT. According to FCRA 605B once TransUnion receives my identity theft report along with a statement from me and other items that verify my identity, the reported information shall be blocked within 4 business days. \n\nTransunion sent me a letter on XXXX XXXX stating my request to block was denied due to my request being made in error. There is no way that transunion can reasonably determine that. I have provided a valid police report and I have satisfied the requirements of a block under FCRA 605B. If transunion does not follow the laws established I will have no chose but to sue them in small claims court for willful non compliance and damages. \n\nIn addition on XX/XX/2023 I spoke with a representative from Transunion Specialized fraud team who is handling my file. And he claims he must first contact the creditor to confirm if fraud is found. This is not the correct procedure that should be followed. According to FCRA 605B once transunion receives information that a consumer identifies as identity theft, accompanied with verification of the consumers identity and a valid identity theft report Transunion MUST BLOCK the information without referring to the original creditor for validation of fraud. This confirms that TransUnion is not following the FCRA guidelines that are established to help consumers in these troubled times. TransUnion is Violating FEDERAL LAW I have also contacted XXXX about this and they are saying my police report is invalid which is unacceptable.","date_sent_to_company":"2023-06-20T18:14:52.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"55125","tags":null,"has_narrative":true,"complaint_id":"7144508","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-06-20T17:52:16.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This is not the correct procedure that <em>should</em> be followed. According to FCRA 605B once transunion receives information that a consumer identifies as <em>identity</em> theft, accompanied with <em>verification</em> of the consumers <em>identity</em> and a valid <em>identity</em> theft report Transunion MUST BLOCK the information without referring to the original creditor for validation of fraud. This confirms that TransUnion is not following the FCRA guidelines that are established to help consumers in these troubled <em>times</em>."]},"sort":[14.25368,"7144508"]},{"_index":"complaint-public-v1","_id":"2970990","_score":14.245902,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"On XX/XX/2018, someone committed Fraud on my personal identity. They went into one or two Boeing Employee 's credit unions in or around XXXX XXXX, XXXX or XXXX XXXX near XXXX. I immediately notified all credit bureau 's that Fraud was being committed on my social security. Then I called Boeing Employees Credit Union to notify them of the fraud and after calling 4 times, no one will call me back and confirm the account has been closed. It is my understanding that it's a checking account and a line of credit. I've verified my identity with my local police department on XX/XX/2018, with the XXXX County Sherrif 's office in XXXX, XXXX where I live. I filed the report case # XXXX with Deputy XXXX XXXX XXXX / XXXX and he forwarded the report to XXXX XXXX. I've spoken with XXXX XXXX and the local XXXX XXXX police department and no one will confirm that this account has been closed nor will anyone from Boeing Employees Credit Union call me back. The police and the FBI won't do anything about it because Fraud was against my identity but the bank is the complainant and they are trying to require that I come to XXXX to the branch where the account was opened ( but they won't tell me where ) so I can verify my identity. I have been verified by my personal bank XXXX XXXX as well as the local police department. That should be enough to ensure that this account is closed. I have spent over 40 hours of my time cleaning up this mess and Boeing is a complete disgrace to modern society and consumer protection. XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2018-07-23T19:48:25.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Personal line of credit","zip_code":"972XX","tags":null,"has_narrative":true,"complaint_id":"2970990","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BOEING EMPLOYEES' CREDIT UNION","date_received":"2018-07-23T19:38:59.000Z","state":"OR","company_public_response":null,"sub_issue":"Was not notified of investigation status or results"},"highlight":{"complaint_what_happened":["The police and the FBI won't do anything <em>about</em> it because Fraud was against my <em>identity</em> but the bank is the complainant and they are trying to require that I come to XXXX to the branch where the account was opened ( but they won't tell me where ) so I can <em>verify</em> my <em>identity</em>. I have been <em>verified</em> by my personal bank XXXX XXXX as well as the local police department. That <em>should</em> be enough to ensure that this account is closed."]},"sort":[14.245902,"2970990"]},{"_index":"complaint-public-v1","_id":"5996192","_score":14.245874,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a complaint against Venmo because they have frozen my account on their platform due to \" security concern '' about 14 days ago. I confirmed with Venmo via email, and phone multiple times that the transactions were ones that I was attempting to make and they confirmed the transactions that caused the freeze. The transactions that triggered my account to be frozen were one transaction that happens monthly ( same amount, same time, same person ) and the second was payment to a Venmo approved business. When speaking with a representative on the phone they agreed that these transactions should not have resulted in my account being frozen. \nI have no ability to remedy this situation and continue to be told that some one will reach out to help me solve this issue, still waiting for that to happen. \nVenmo offers no other solutions for this issue other than to wait, initially I was told this would happen with in a few days, then on the next call I was told 7 days, it was not until the 3rd call that I was told it can take up to 3 weeks. \nThis wait time does not make sense if I, the account holder, can verify the transactions as my own and verify my identity. My bank is able to handle similar issues with in 24 hours. A company that has been operating for 13 years and grossed over {$850.00} XXXX last year alone should maybe invest more in the actual customers ability to utilize the platform.","date_sent_to_company":"2022-09-19T19:42:10.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"97223","tags":null,"has_narrative":true,"complaint_id":"5996192","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2022-09-19T19:19:58.000Z","state":"OR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I am filing a complaint against Venmo because they have frozen my account on their platform due to \" <em>security</em> concern '' <em>about</em> 14 days ago. I confirmed with Venmo via email, and phone multiple <em>times</em> that the transactions were ones that I was attempting to make and they confirmed the transactions that caused the freeze."]},"sort":[14.245874,"5996192"]},{"_index":"complaint-public-v1","_id":"3127887","_score":14.210337,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"There is a business credit card with Chase ( it was a MasterCard, then Chase converted it to a Visa despite the company 's objections ). Several times a few years ago, Chase confirmed via its Secure Message Center that I am not personally liable for this account. Despite that, they are reporting negative information about that business account on my personal credit report. I've told Chase about this, but they will not have this information removed from my account. They should have a record of the messages ( I think they were from 2015 ) in their file, so there is no reason why they should make these mistakes. It's dropped my credit score from well over 800 to being in the 600 's. After complaining to a manager or supervisor, Chase  promised me on a recorded call ( and in a written response ) that they would pull all secure messages from my archive and provide them to me. I have that in writing and can provide that to the CFPB upon request. They now are ignoring this issue and claim that they can not get the messages they promised to me. Moreover, they confirmed that they do not have any signature of mine or anything verifying my identity for the opening of this account that supposedly was done using my social security number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they should take this account off of my personal credit report. Chase should remove the reporting of this account from my personal credit reports ( XXXX XXXX, XXXX, etc. ) and handle this with the company whose charge this belongs to. Chase should also compensate me for the damage it has done to my previously impeccable credit report.","date_sent_to_company":"2019-01-18T05:54:36.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"189XX","tags":null,"has_narrative":true,"complaint_id":"3127887","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-01-18T00:45:12.000Z","state":"PA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Moreover, they confirmed that they do not have any signature of mine or anything <em>verifying</em> my <em>identity</em> for the opening of this account that supposedly was done using my social <em>security</em> number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they <em>should</em> take this account off of my personal credit report."]},"sort":[14.210337,"3127887"]},{"_index":"complaint-public-v1","_id":"3127893","_score":14.193593,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"There is a business credit card with XXXX ( it was a MasterCard,  then XXXX converted it to a Visa despite the company 's objections ). Several times a few years ago, XXXX confirmed via its Secure Message Center that I am not personally liable for this account. Despite that, they are reporting negative information about that business account on my personal credit report. I've told XXXX about this, but they will not have this information removed from my account. They should have a record of the messages ( I think they were from XX/XX/XXXX) in their file, so there is no reason why they should make these mistakes. It's dropped my credit score from well over 800 to being in the 600 's. After complaining to a manager or supervisor, XXXX promised me on a recorded call ( and in a written response ) that they would pull all secure messages from my archive and provide them to me. I have that in writing and can provide that to the CFPB upon request. They now are ignoring this issue and claim that they can not get the messages they promised to me. Moreover, they confirmed that they do not have any signature of mine or anything verifying my identity for the opening of this account that supposedly was done using my social security number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they should take this account off of my personal credit report. XXXX should remove the reporting of this account from my personal credit reports ( Experian XXXX, XXXX, etc. ) and handle this with the company whose charge this belongs to. XXXX should also compensate me for the damage it has done to my previously impeccable credit report.","date_sent_to_company":"2019-01-18T05:54:43.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"189XX","tags":null,"has_narrative":true,"complaint_id":"3127893","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-01-18T00:54:39.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Moreover, they confirmed that they do not have any signature of mine or anything <em>verifying</em> my <em>identity</em> for the opening of this account that supposedly was done using my social <em>security</em> number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they <em>should</em> take this account off of my personal credit report."]},"sort":[14.193593,"3127893"]},{"_index":"complaint-public-v1","_id":"3127892","_score":14.18847,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"There is a business credit card with XXXX ( it was a MasterCard,  then XXXX converted it to a Visa despite the company 's objections ). Several  times a few years ago, XXXX confirmed via its Secure Message Center that I am not personally liable for this account. Despite that, they are reporting negative information about that business account on my personal credit report. I've told XXXX about this, but they will not have this information removed from my account. They should have a record of the messages ( I think they were from 2015 ) in their file, so there is no reason why they should make these mistakes. It's dropped my credit score from well over 800 to being in the 600 's. After complaining to a manager or supervisor, XXXX promised me on a recorded call ( and in a written response ) that they would pull all secure messages from my archive and provide them to me. I have that in writing and can provide that to the CFPB upon request. They now are ignoring this issue and claim that they can not get the messages they promised to me. Moreover, they confirmed that they do not have any signature of mine or anything verifying my identity for the opening of this account that supposedly was done using my social security number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they should take this account off of my personal credit report. XXXX should remove the reporting of this account from my personal credit reports ( XXXX XXXX, Equifax, etc. ) and handle this with the company whose charge this belongs to. XXXX should also compensate me for the damage it has done to my previously impeccable credit report.","date_sent_to_company":"2019-01-18T05:54:43.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"189XX","tags":null,"has_narrative":true,"complaint_id":"3127892","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-01-18T00:54:39.000Z","state":"PA","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Moreover, they confirmed that they do not have any signature of mine or anything <em>verifying</em> my <em>identity</em> for the opening of this account that supposedly was done using my social <em>security</em> number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they <em>should</em> take this account off of my personal credit report."]},"sort":[14.18847,"3127892"]},{"_index":"complaint-public-v1","_id":"3127890","_score":14.18847,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"There is a business credit card with XXXX ( it was a MasterCard,  then XXXX converted it to a Visa despite the company 's objections XXXX. Several times a few years ago, XXXX confirmed via its Secure Message Center that I am not personally liable for this account. Despite that, they are reporting negative information about that business account on my personal credit report. I've told XXXX about this, but they will not have this information removed from my account. They should have a record of the messages ( I think they were from 2015 ) in their file, so there is no reason why they should make these mistakes. It's dropped my credit score from well over 800 to being in the 600 's. After complaining to a manager or supervisor, XXXX promised me on a recorded call ( and in a written response ) that they would pull all secure messages from my archive and provide them to me. I have that in writing and can provide that to the CFPB upon request. They now are ignoring this issue and claim that they can not get the messages they promised to me. Moreover, they confirmed that they do not have any signature of mine or anything verifying my identity for the opening of this account that supposedly was done using my social security number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they should take this account off of my personal credit report. XXXX should remove the reporting of this account from my personal credit reports ( XXXX TransUnion, XXXX, etc. ) and handle this with the company whose charge this belongs to. XXXX should also compensate me for the damage it has done to my previously impeccable credit report.","date_sent_to_company":"2019-01-18T05:54:43.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"189XX","tags":null,"has_narrative":true,"complaint_id":"3127890","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-01-18T00:54:39.000Z","state":"PA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Moreover, they confirmed that they do not have any signature of mine or anything <em>verifying</em> my <em>identity</em> for the opening of this account that supposedly was done using my social <em>security</em> number. There were other instances of fraud where they changed this account number, and they have no proof that I opened this account or that I ever agreed to be personally jointly and severally liable for it. Accordingly, they <em>should</em> take this account off of my personal credit report."]},"sort":[14.18847,"3127890"]},{"_index":"complaint-public-v1","_id":"7252229","_score":14.043698,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"The company is the credit bureau Equifax : In XXXX, I tried to freeze my Equifax credit report but their website was not working and couldn't verify my identify. I had to mail in a copy of my social security card and driver 's license so that this could be done. My credit was successfully frozen, but their website still can not verify my identity so I am unable to lift my security freeze in order to apply for credit cards, apartments, mortgages, etc which has been a huge trouble point in my life. After calling customer service a large number of times, they had me send my social security card and driver 's license for a SECOND time to their office to hopefully get things straightened out and my freeze lifted. This was in XXXX and I've waited a year and nothing has happened. About 1-2 months ago, I called again and they had me send a copy of my social security card and driver 's license for a THIRD time to their office. This time I was very attentive to the issue calling every week with an assurance that my issue would be taken care of in 30 days. It was not and I am still unable to lift my security freeze, and therefore unable to apply for credit cards, apartments, loans, etc. I have filed an Equifax dispute via mail ( since I am also unable to do so via their disfunctional website ) which is ongoing and is SUPPOSED to resolve the issue but nothing has happened yet, and I have lost trust with this disorganized credit bureau hence why I am submitting this complaint to CFPB, as this was an issue that should've been fixed years ago. Customer service can't even locate my file despite me giving all my information, and seem to be helpless regarding this specific issue. Worth mentioning : my family as well as hundreds of people on the internet have ran into a similar issue with Equifax. Thank you for your future help.","date_sent_to_company":"2023-07-14T16:22:08.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"95687","tags":null,"has_narrative":true,"complaint_id":"7252229","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-07-14T15:59:26.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My credit was successfully frozen, but their website still can not <em>verify</em> my <em>identity</em> so I am unable to lift my <em>security</em> freeze in order to apply for credit cards, apartments, mortgages, etc which has been a huge trouble point in my life. After calling customer service a large number of <em>times</em>, they had me send my social <em>security</em> card and driver 's license for a SECOND time to their office to hopefully get things straightened out and my freeze lifted."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.043698,"7252229"]},{"_index":"complaint-public-v1","_id":"11274252","_score":14.014759,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have had a XXXX charge card for XXXX  years, always in good standing. My most recent transaction was to pay off the {$XXXX} balance, on XX/XX/year>. In XXXX XXXX was bought out by XXXX  XXXX, and rather than transfer my XXXX account to the XXXX  XXXX platform - they CLOSED my XXXX account, and then OPENED a new XXXX  XXXX account - without my knowledge or permission for either. Both actions have negatively impacted my credit report and score. I was alerted to this because my credit score dropped from XXXX to XXXX, overnight. I am currently trying to buy a house, and this has had disastrous consequences. Also, XXXX XXXX supposedly sent me a new card for this new account- but I have never received it. I've attempted 3 times to call them to ask them to send me a card for this new account, but they will not. Currently they have my account 'Restricted \" because of some alert to fraudulent activity that they will not discuss with me - and yet the account Restriction is also negatively impacting both my credit score and report. They won't discuss whatever fraud they're worried about - because I refuse to verify my identity by sending XXXX XXXX a photo of my state ID. I've never been asked for physical documents to verify on a phone call, and it seems very intrusive and phishy. They will not verify my identity by asking my security questions or providing my Security PIN, or confirming my full XXXX  or XXXX, etc. I offered to provide all my past addresses or phone numbers, my mother 's maiden name, etc. - but they won't accept any of those as verification, in order to be able to discuss my account with me, or send me a physical card, so that I can use the account they opened for me without my permission. I should not have to provide a photo of a state ID to be able to access my own account which they are opening, closing, and restricting. They HAVE numerous other identifying pieces of information which can be used to verify my identity. It is unreasonable for me to have to provide yet more to gain access to my own account.","date_sent_to_company":"2024-12-23T17:10:53.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"46208","tags":null,"has_narrative":true,"complaint_id":"11274252","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-12-23T17:10:48.000Z","state":"IN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I've never been asked for physical documents to <em>verify</em> on a phone call, and it seems very intrusive and phishy. They will not <em>verify</em> my <em>identity</em> by asking my <em>security</em> questions or providing my <em>Security</em> PIN, or confirming my full XXXX  or XXXX, etc."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[14.014759,"11274252"]},{"_index":"complaint-public-v1","_id":"5762549","_score":14.005454,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This is in response to compliant XXXX for CFPB. I have submitted a fax to XXXX with the front and back of my social security card.You should be able to verify as of now. If not I can send additional information. The soft inquires that I am concerned about dates are from XXXX through XXXX. I think I have been a victim of fraud or identity theft. As you look over my file you will see I've disputed serveral of these items month after month. However, XXXX refuse to investigate and or remove these items. I have multiple disputes filed with XXXX with no avail. I have called several times as well about these items and still the same response. Now, I am receiving dna information from a company called XXXX to my email address but the name attached isn't my name. I also had a hard inquiry from XXXX XXXX in New York. Along with a po box and a physical address both in New York. I have never been to New York nor have I lived there. I am a nurse so there's no need for restaurant equipment. There are hundreds of soft inquires that I didn't do. There are so many there I can't list them all. 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It is unreasonable for me to have to provide yet more to gain access to my own account.","date_sent_to_company":"2024-12-23T17:10:53.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"46208","tags":null,"has_narrative":true,"complaint_id":"11270692","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-12-23T17:10:48.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I've never been asked for physical documents to <em>verify</em> on a phone call, and it seems very intrusive and phishy. 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