{"took":106,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":48,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"4988691","_score":25.45839,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"My Coinbase account was hacked via a sim swap attack around XX/XX/2021. Coinbase allowed a transfer of {$500.00} out of the account without sufficient funds in the account and is now attempting to collect these funds from me. I have proof that Coinbase allowed someone else to change the name, date of birth, and last XXXX of the social security number without confirming my photo ID which was used when first setting up that account.","date_sent_to_company":"2021-12-08T18:20:10.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"27410","tags":null,"has_narrative":true,"complaint_id":"4988691","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-12-08T17:52:14.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Coinbase <em>allowed</em> a transfer of {$500.00} out of the account without sufficient funds in the account and is now attempting to collect these funds from me. I have proof that Coinbase <em>allowed</em> <em>someone</em> else to <em>change</em> the name, date of birth, and last XXXX of the social <em>security</em> number without confirming my photo ID which was used when first <em>setting</em> up that account."]},"sort":[25.45839,"4988691"]},{"_index":"complaint-public-v1","_id":"4806981","_score":22.511,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Coinbase allowed an unknown person to gain access to my account and disable XXXX ( multi factor authentication ) that I had previously enabled for my own protection. That person ( s ) purchased additional virtual currency with my linked credit card and bank account and immediately transferred the available funds, about {$3800.00} worth, to an untraceable address. I altered coinbase as soon as I saw the emails saying I had transferred funds. But their only method of contact is email so a rapid response is not possible, no phone or live chat is available for their customers. I changed my password and locked my account to prevent any further access. When coinbase later responded they said all charges are final no refunds will be offered. It is their laxed website security that allowed someone to change my security settings then quickly transfer out my money. They charged purchase fees on these fraudulent transaction and actually made a profit while I lost about {$3800.00}, they have no incentive to fix their account security since they still make money even when they let your account get hacked. \n\nCommon sense would dictate when an accounts security is changed like email address changed, multi factor authentication method disabled or password changed that account should be prevented from sending any funds out for 24-48 hours. They did not do this. \n\nI filed a complaint with the FBI Internet Crime Complaint Center ( IC3 ) and local law enforcement.","date_sent_to_company":"2021-10-13T05:37:12.000Z","issue":"Other transaction problem","sub_product":"Virtual currency","zip_code":"985XX","tags":null,"has_narrative":true,"complaint_id":"4806981","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Coinbase, Inc.","date_received":"2021-10-13T05:23:19.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I <em>changed</em> my password and locked my account to prevent any further access. When coinbase later responded they said all charges are final no refunds will be offered. It is their laxed website <em>security</em> that <em>allowed</em> <em>someone</em> to <em>change</em> my <em>security</em> <em>settings</em> then quickly transfer out my money."]},"sort":[22.511,"4806981"]},{"_index":"complaint-public-v1","_id":"5935765","_score":20.330435,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On XX/XX/2022, my Paypal account was hacked. The individual who hacked my account was able to change my address and phone number, and initiate transfers from my bank. The individual attempted to add additional banking information, but that action was somehow blocked. They initiated a {$100.00} transfer from my checking account and another {$100.00} transfer from my savings account. I alerted my bank, XXXX XXXX, and they were able to block the transaction from my savings account, I also deleted my savings account information which may have prevented the action. The {$100.00} transfer did occur, but ultimately landed in my own paypal account. Assuming my account was safe at this point because I changed the password and added double authentication, I sent the money back to my checking account and alerted my bank that the issue had been resolved. However, yesterday, I received notification that my Paypal Credit ( Synchrony Bank ) account had been closed and reopened with a different account number. When I called the credit company to find out why this action had taken place, they indicated it was because someone had called on XX/XX/2022 indicating that they were me and that fraud had occurred on the account and they wanted it closed and reopened under a different account. I did not make that phone call. I closed the account today, but assuming this individual had enough information to close and reopen an account, I am concerned that they can reopen an account basically anywhere. Both paypal and paypal synchony bank offered insufficient security, allowing someone first to initiate transfers from my bank by easily changing address and phone number information, and secondly, have such insufficient security that they were able to impersonate me in a phone call on XX/XX/XXXX after I updated all of my security settings.","date_sent_to_company":"2022-08-31T23:39:58.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"11220","tags":null,"has_narrative":true,"complaint_id":"5935765","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2022-08-31T23:33:26.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Both paypal and paypal synchony bank offered insufficient <em>security</em>, <em>allowing</em> <em>someone</em> first to initiate transfers from my bank by easily <em>changing</em> address and phone number information, and secondly, have such insufficient <em>security</em> that they were able to impersonate me in a phone call on XX/XX/XXXX after I updated all of my <em>security</em> <em>settings</em>."]},"sort":[20.330435,"5935765"]},{"_index":"complaint-public-v1","_id":"2340655","_score":19.355228,"_source":{"product":"Credit card","complaint_what_happened":"On XXXX at approximately XXXX PM I received an email from American Express, asking me to confirm I changed my email address. After reading the email I immediately called American Express to explain I did not change my email address and that it appears to be suspicious activity. After having me on the phone for about XXXX minutes they reviewed the recent transactions with me. The only XXXX I disputed was the transaction in the amount of {$900.00}, which appeared to be either a e-check or wire transfer written to someone 's personal name. I 'm 100 % sure I did not authorize this transaction and do not even know who the individual is. \n\nAs we were reviewing the account I noticed the information they had on file was not the information I entered when originally setting up my account. My email, pin, and even my security question was all changed. They then had me reset everything back. I asked if they should just send me a new card and or at least change my account number. They said that would not be necessary. \n\nThey informed me that the dispute would take up to 10 business days. After terminating the call with them I then received a voicemail ( on XX/XX/XXXX at XXXX ) confirming the call and giving me my confirmation number which is XXXX and a number to call if needed which was XXXX. I still have the voicemail on my phone. \n\nToday on XX/XX/XXXX I received an email from American Express stating my dispute was declined and they have determined no error occurred. I will attached copies of the emails mentioned. \n\nI 'm not sure how they can come up with the conclusion that no error occurred, when I 'm clearly stating I did not make or authorize this transaction. If someone can change an email address then later change their pin, and personal security question, then be allowed to transfer money to someone, that is clearly a lapse of security on American Express. \n\nAfter receiving the email stating my dispute was declined I called XXXX, and spoke to XXXX at XXXX who then transferred me to Account Protection Services to someone named XXXX XXXX I went through explaining the whole process with XXXX only to be told she could not help because she did n't have the information they used to determine how their decision was made. She said I would have to write them to get more detail. \n\nThis whole process is interfering with my ability to pay my mortgage and bills. It 's not fair for an institution as large as American Express to simply state an invalid charge was valid and tell the consumer, we ca n't help you. \n\nAny help you can provide to expedite this process would be greatly appreciated. I tried to be proactive in reaching out to American Express as soon as I received the email stating my email was changed. \n\nAgain I did not change my information or make the charge of {$900.00} Thank you for your help.","date_sent_to_company":"2017-02-13T18:58:59.000Z","issue":"Transaction issue","sub_product":null,"zip_code":"06053","tags":null,"has_narrative":true,"complaint_id":"2340655","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2017-02-13T18:58:58.000Z","state":"CT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["If <em>someone</em> can <em>change</em> an email address then later <em>change</em> their pin, and personal <em>security</em> question, then be <em>allowed</em> to transfer money to <em>someone</em>, that is clearly a lapse of <em>security</em> on American Express."]},"sort":[19.355228,"2340655"]},{"_index":"complaint-public-v1","_id":"17276263","_score":18.654194,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am reporting serious identity theft and unauthorized changes made to my Equifax credit file that have completely blocked me from accessing my own account. When I attempted to log in and reset my password in XX/XX/year>, the Equifax website would not allow me to verify my identity. The system repeatedly reset itself, malfunctioned, or kicked me out during the recovery steps. This appears to be the result of someone altering my profile information without permission, including the login email, phone number, or security settings. I have video evidence showing the Equifax site preventing access and resetting itself during verification, available at : XXXX XXXX XXXX XXXX. I have already contacted Equifax by email to report that my identity has been compromised and that fraudulent documents and unauthorized digital activity have been occurring, including stolen personal documents, potential forged authorizations, and impersonation. Despite these issues, my account remains inaccessible, and the online system continues to block proper identity verification. I am requesting CFPB assistance because I can not secure or review my own Equifax file, and there are signs of continued tampering and fraud that Equifax has not resolved.","date_sent_to_company":"2025-11-15T10:17:02.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"75224","tags":null,"has_narrative":true,"complaint_id":"17276263","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2025-11-15T10:09:23.000Z","state":"TX","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["This appears to be the result of <em>someone</em> altering my profile information without permission, including the login email, phone number, or <em>security</em> <em>settings</em>. I have video evidence showing the Equifax site preventing access and resetting itself during verification, available at : XXXX XXXX XXXX XXXX."]},"sort":[18.654194,"17276263"]},{"_index":"complaint-public-v1","_id":"6409893","_score":18.543129,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am a XXXX XXXX with a Chase XXXX checking account. On XX/XX/23, I received multiple critical security alerts from XXXX  about suspicious activity within my XXXX  account and suspicious apps and malware on my computer that would allow someone to access my XXXX  account. Later that same day, someone transferred {$720.00} from my checking account to an account in the XXXX XXXX XXXX XXXX XXXX. I have not authorized this and someone has stolen my login credentials for Chase. I keep my passwords auto-filled and saved on my XXXX  account so when my account got breached the passwords went with it. \n\nI called up Chase immediately the next day and explained to them what had happened. Chase then locked my account and asked me to run antivirus scans on my computer before unlocking my account and setting up a new password. I ran several antivirus scans from several different antiviruses and they all came up negative. I then changed all my passwords and called customer service to unlock my chase account. On XX/XX/23 Chase credited {$720.00} to my account as they continued the investigation. However, on XX/XX/23 I received a notice from chase that the investigation was closed and that they believed the transaction was authorized. As a result, they are taking back the {$720.00} that was credited to my account. I had no part in this fraudulent transaction. I also filed an identity theft report with the FTC regarding this claim, as my personal information and passwords were stolen by the hacker. I have attached my FTC identity theft report and my XXXX  account alerts documenting the security breach. \n\nChase still refuses to believe that this was a fraudulent transaction and return the money that was stolen.","date_sent_to_company":"2023-01-08T02:27:47.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"10305","tags":null,"has_narrative":true,"complaint_id":"6409893","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-01-08T02:01:49.000Z","state":"NY","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["On XX/XX/23, I received multiple critical <em>security</em> alerts from XXXX  about suspicious activity within my XXXX  account and suspicious apps and malware on my computer that would <em>allow</em> <em>someone</em> to access my XXXX  account. Later that same day, <em>someone</em> transferred {$720.00} from my checking account to an account in the XXXX XXXX XXXX XXXX XXXX. I have not authorized this and <em>someone</em> has stolen my login credentials for Chase."]},"sort":[18.543129,"6409893"]},{"_index":"complaint-public-v1","_id":"3459081","_score":16.346954,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2019 I had funds taken from my account via transactions over the phone, online and via atm withdrawals $ XXXX. I normally DNT check my account online because I had text alert set up where I can just text bal and get my balance via text so it was really no need to routinely go to my account online to check. After the person ( s ) tried to transfer funds but couldnt do so due to not knowing the answer to the security question, he/she/they was able to call and get a card delivered to her address in a whole different stated after the bank seen that not a few minutes ago someone just tried to transfer money and could not answer the security question ( 1st red flag by the way ) didnt put a hold on the card process and called the number on file to confirm once seeing that. They was able easily to change the shipping address to a whole different state ( 2nd red flag ). They was able to get a card sent to that address the very next day, funds taken from my account I paid for of course, received the card, was able to create their own pin and withdrawal funds from my account. Oh not to mention I just ordered a new card a month prior to the address thats been on file for years and so when that card was ordered ( 3rd red flag ) they shouldve questioned that. I dont knw what type of bank this is but it should not be allow to hold anyones money, if its that simple for anyone to get it. I can only imagine who else went through this as I did. I was completely through went them today and had to close  because I received notification via email that I changed settings for anytime alert to my phone but not my phone number. Once again Netspend has allowed someone to change information on my account so simply. Luckily when those funds was taken out my account, I hurry up and withdrawal the remaining in there, so didnt had any funds because they wouldve easily seen I funds in my account and tried something again. I instantly closed today. I want and to file a complaint against Netspend! They caused me a lot of stressed and pain dealing with this. Im not only looking out for me but for others so this will not happen again or to them. If people put their trust on you to hold money thats where it should stand. No type of protocol this bank has at all. No care for anyones money, personal information, etc. This company make it so easy for people to steal money from hard working people like my self. Please if there is something we can do, I am willing. I debating to see if this will be a case of security breach/civil to bring this bank to a stop or step up their game to ensure their customers nothing like this will happen. After doing my own investigation and informing them of their mistakes, sir I received the $ XXXX XXXX within 1 day which typically take 10 days ) that was taken out my account back because the bank knew they was at fault at all cause. Its the principle of thugs honestly. I apologize for typos and punctuations, its been a long day and very tired. I more prepaid cards or accounts for me especially NETSPEND. Stay away from THEM! They DNT care about your money at all, just want it in their bank and DNT care who get access to it!!","date_sent_to_company":"2019-12-05T05:14:09.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"75243","tags":null,"has_narrative":true,"complaint_id":"3459081","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2019-12-05T04:12:18.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["I dont knw what type of bank this is but it should not be <em>allow</em> to hold anyones money, if its that simple for anyone to get it. I can only imagine who else went through this as I did. I was completely through went them today and had to close  because I received notification via email that I <em>changed</em> <em>settings</em> for anytime alert to my phone but not my phone number. Once again Netspend has <em>allowed</em> <em>someone</em> to <em>change</em> information on my account so simply."]},"sort":[16.346954,"3459081"]},{"_index":"complaint-public-v1","_id":"10431878","_score":15.836533,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"My Experian account was hacked on XX/XX/XXXX XXXX when I was notified by an email saying my profile information has been changed. I then get a text on XX/XX/XXXX, XXXX stating I am signed up for alerts for my digital checking account with Experian Smart Money ( which I do not have prior to the hack ). Upon trying to log back into my account. I realized it is not sending a text nor email confirmation to my own email/phone and the hacker probably changed both methods. I did not received any other text/email notifying me of someone accessing my account in the form of any two factor authentication codes.\n\nContacted Experian XX/XX/XXXX to try to get checking account closed and Experian account fixed. Was told by phone rep that I need to send in copy of court document ( marriage certification, birth certification, or passport ), SSN card, and government issued ID like driver license along with a cover letter stating the issue. Mailed a certified letter containing copies of SSN card, passport, and driver license with a cover letter the same day. \n\nReceived an email from Experian on XX/XX/XXXX that for help with the checking account, I need to call a different number to get the checking account resolved ( meaning the account was not closed as indicated by the Experian agent on XX/XX/XXXX and it remained opened during that time ). I was also instructed to send in the following documents : - One copy of both the front and back of your government-issued identification card ( such as a drivers license or state ID card ) that displays your current address - One copy of a current utility bill, bank statement, or insurance statement that displays your current address - One copy of both the front and back of your Social Security card - Also make sure to include a cover letter Send another certified mail on the XX/XX/XXXX because one of the document does not match the instruction from phone rep. \n\nOn XX/XX/XXXX, was informed by email that my email has been reset to the account and I need to follow the forgot password to retrieve the password to my account. However, they did not reset the phone number as I have requested in both certified letters and in the phone call with the rep. As a result, the password can not be retrieved because it uses the hackers phone number, security question, and pin. Emailed back twice indicating they need to change the phone number else the hacker has all the information to regain control of the account. Received no response. \n\nCalled on XXXX, got we are experiencing technical difficulties, please call us back later Called on XXXX, can not get to an agent as the phone system only allow me to freeze credit, put on an alert, or request credit report. Tried all publicly available numbers and all directed to same robo system which does not allow any action beyond freeze credit, credit alert, or requesting credit report. Called XXXX as indicated by some as an alternative Experian number that will get to a human. Eventually got connected to someone who asked same identification questions as before and said she was not able to change the phone number because they can not touch the account within 90 days of the Smart Money checking account being opened ( which I never heard before this point ). She filed a ticket with higher up to get the phone number on my account changed and told me to wait 24-48 hours. In order to get the ticket filed, she asked how long I have the phone number that I want to change back, did I update that number with any other lenders, and what carrier this phone number is with ( all of which sounds super sketchy ). \n\nOn XXXX mailed a certified mail demanding they close the Experian account along with any Experian smart money account that was opened by the hacker since nothing has been done and there are no sign of either the Experian account being fixed to allow me access nor the checking account being closed. \n\nAs of XX/XX/XXXX, no response from Experian and no action on any of the request so far ( either setting my phone number to the account or closing the account altogether ).","date_sent_to_company":"2024-10-12T23:05:52.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"01702","tags":null,"has_narrative":true,"complaint_id":"10431878","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-10-12T22:46:04.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["As a result, the password can not be retrieved because it uses the hackers phone number, <em>security</em> question, and pin. Emailed back twice indicating they need to <em>change</em> the phone number else the hacker has all the information to regain control of the account. Received no response."]},"sort":[15.836533,"10431878"]},{"_index":"complaint-public-v1","_id":"3665094","_score":15.727124,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I previously submitted this complaint ( ID XXXX ) : \" Equifax is denying me the ability to log in to my account in order to control things like freezes and other settings. They verified my information with lots of questions about SSN, birthdate, loans, etc. They then told me that I was unable to login to my account because they couldn't verify some information I had entered during the account set up process. I asked what the issue was and they refused to tell me. I offered to provide the information or verify anything they needed, and they refused to do so. They said that they would never, NEVER, let me log in to my account online. They said that I would have to make any account changes by phone ( hours long waits ) or fax ( don't have a fax machine ) until the end of time, they would never stop refusing to fix the issue. I was told I would never, ever be allowed to use my online equifax account. I was refused any explanation or to speak to someone who could help. They are holding my credit account hostage by not allowing me to control it. '' The response I got from Equifax was : \" Thank you for submitting your complaint through the CFPB Complaint Portal. Please be advised no specific dates were provided regarding your date range lift. As as result, Equifax has lifted your Security Freeze for 15 days, commencing on the date of this letter. If you would like to shorten or lenghten the 15 day timeframe given. If you have any additional questions, you may call ( XXXX ) XXXX or you may visit www.myequifax.com. Here you can create an account to manage your security freeze, add or remove fraud alerts, and initiate credit file disputes. Additionally you can access free Equifax credit reports and your myEquifax products. '' As you can see the company did not address my complaint at all. I was not asking for my credit freeze to be lifted. I am asking to be able to log into my account. They then suggest I can create an account, however as my complaint stated I already have an account and am being denied the ability to log in. \n\nTo be clear : I need access to log into my account. I DO NOT need a freeze adjusted.","date_sent_to_company":"2020-05-22T22:06:09.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"84106","tags":null,"has_narrative":true,"complaint_id":"3665094","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-05-22T22:01:10.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They said that I would have to make any account <em>changes</em> by phone ( hours long waits ) or fax ( don't have a fax machine ) until the end of time, they would never stop refusing to fix the issue. I was told I would never, ever be <em>allowed</em> to use my online equifax account. I was refused any explanation or to speak to <em>someone</em> who could help."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[15.727124,"3665094"]},{"_index":"complaint-public-v1","_id":"3197441","_score":15.648317,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I got a credit card when XXXX. encouraged Co-op members to apply for a XXXX XXXX with U.S. Bank. That was in XX/XX/XXXX. There have been constant problems with using the website to make payments. At times, U.S. Bank would offer a survey and ask from an extensive list whether the user was experiencing certain problems. Problems I experienced included website not loading components before timing out, not loading personal image ( When setting up account, instructions are to abort log-in for security reasons if image does not appear ), loading misspelled placeholders such as \" image 2 '' in place of personal image, payment button never working in any browser other than XXXX XXXX but issued not stating this, ; and REPEATED failure of the system once logged-in to process activity such as making payment or allowing to move up date of payment. Frequently system will suddenly issue message \" System unavailable ''. I can appreciate this if there is a security breach, but it happens so much that by late XX/XX/XXXX to early XX/XX/XXXXit takes an average of 5 days for me to be able to log in and stay logged in to make payments. \nA problem of less concern is that the system will recently display \" available credit {$0.00} 00 '' rather than calculate it. \nAt present I have been unable to log in to make payments for 3 weeks, and am quite concerned about whether U.S. Bank has jeopardized the security of my account. \nMore than a month ago I changed both my phone number and address online. The old phone and address were not terminated until XX/XX/XXXX, so I would have gotten anything sent to either. After that, mail was forwarded and old telephone was no longer my number. \nU.S. Bank sent an anti'theft notice of address change to my former address, just as my bank did. So I know that the change was received. However, it seems either U.S. Bank did not make the changes to account or it has otherwise jeopardized security of account. \nEvery time I log in from new phone number, the system requires multiple security questions be answeredeven though I select \" remember this number. These were initially questions I had at one time selected, but then 3 weeks ago it required answers to questions I do not remember ever seeing before. Multiple times the system prompted me for last 4 digits of SSN but then asked if I wanted verification code sent to ( former phone number ). Other times it asked whether I wanted verification code by telephone or e-mail. I selected the option thinking that then I would select a-mail. My a-mail address has not changed. But when I selected this option, then the screen display stated that a verification code had been sent to my primary phone number. I did not receive such code, and so it seems U.S. Bank is sending the code to someone else 's phone number. \n\nOn addition to these problems, 2 months ago I was charged an interest charge that was miscalculated. There was a small portion of the balance from previous month unpaid and U.S. Bank apparently applied the 26.99 % interest rate in its entirety to the remaining balance for that one month rather than calculate the rate on an annualized basis, resulting in a huge interest charge for one month. I ask that this be recalculated correctly. \nI am very concerned about security and U.S. Bank 's ability to maintain its own system for those of us who are clients without placing our accounts and information at risk. \nI can not believe XXXX would have selected this financial institution for its members if it had known the risks we would experience.","date_sent_to_company":"2019-04-01T11:53:24.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3197441","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2019-04-01T11:01:47.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Problems I experienced included website not loading components before timing out, not loading personal image ( When <em>setting</em> up account, instructions are to abort log-in for <em>security</em> reasons if image does not appear ), loading misspelled placeholders such as \" image 2 '' in place of personal image, payment button never working in any browser other than XXXX XXXX but issued not stating this, ; and REPEATED failure of the system once logged-in to process activity such as making payment or <em>allowing</em> to"]},"sort":[15.648317,"3197441"]},{"_index":"complaint-public-v1","_id":"3097613","_score":15.320588,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/18, someone was able to hack into my computer through remote access, getting through our firewall and passwords and install ransom ware on the network. We now know they were on my computer prior to this date. \nOn a Tuesday XX/XX/18 I noticed and reported a fraudulent check for XXXX was sent via Bill-pay out of my account to a person ( XXXX ) in  XXXX, FL. The check was endorsed and deposited on Friday XX/XX/18 into an account at XXXX XXXX in Florida. I never used the Bill-pay service or set it up, but the on-line criminal was able to set all of this up. \nOn the same day XX/XX/18, a second fraudulent check for XXXX was issued by TD Bank to the same individual who received it and endorsed it on XX/XX/18. This 2nd check was overdrawn on the account by {$10000.00}, since the 1st check cashed on the XXXX, yet TD still sent out this second check. It was presented at XXXX XXXX and was not cashed as the account was locked on XX/XX/18 after the fraud activity was reported. The fact that this check was written and sent when there was insufficient funds in the account is one of many issues that does not make any sense. \nI learned that this on-line thief set up a new profile within the bank as me. Then they linked a couple of my accounts to this new profile. Absolutely no security was in place that could allow this to happen. I never received any notifications that I was changing user name or passwords. No notifications of setting up Bill-pay service or a new Payee. Never received notifications for anything. \nThe issue was reported to the local police, Detective XXXX of XXXX Police. \nWhen this was discovered and reported, bank personnel explained the process of reporting the fraud and it can take 10 days to get you money returned. \nOn XX/XX/18 I was told that this will take up to 90 days and that I would hopefully get back any money still left in the account in Florida. I was told to sit and be patient. \nToday I received a call and learned that I was only going to get back XXXX of the XXXX stolen. This is totally unacceptable to me. This is a real lot of money that I borrowed from TD and still paying interest on today. \nTD Bank was negligent in protecting my money. A cyber intruder was allowed to setup a new profile, link my bank accounts on the phone or online? From experience, I would be required to go to a branch, provide my license, just to start the conversations. Changing Profile and password is a big deal anywhere in today 's world. After five weeks, I am given nothing that would indicate that they TD followed proper  security procedures and protocol. \nTD Fraud was notified on XX/XX/18 and did not contact XXXX  XXXX for weeks. I do not know the exact date but it took way too long when pursuing issues where time is of the essence. A more reasonable reaction may have recovered all of the money.","date_sent_to_company":"2018-12-11T23:32:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"03833","tags":null,"has_narrative":true,"complaint_id":"3097613","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2018-12-11T23:20:31.000Z","state":"NH","company_public_response":null,"sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Absolutely no <em>security</em> was in place that could <em>allow</em> this to happen. I never received any notifications that I was <em>changing</em> user name or passwords. No notifications of <em>setting</em> up Bill-pay service or a new Payee. Never received notifications for anything. \nThe issue was reported to the local police, Detective XXXX of XXXX Police. \nWhen this was discovered and reported, bank personnel explained the process of reporting the fraud and it can take 10 days to get you money returned."]},"sort":[15.320588,"3097613"]},{"_index":"complaint-public-v1","_id":"6817260","_score":14.779476,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2023, I saw that {$15000.00} was stolen from my Chime bank account. I immediately called my banks member service line for support. They encouraged me to file three separate disputes because whoever breached my account spent {$10000.00} via my Chime checking account ( dispute 1 ), sent XXXX XXXX {$5000.00} via Chimes peer-to-peer transaction feature ( dispute 2 ), and opened a Chime Credit Builder card and spent {$680.00} ( dispute 3 ). \nAt XXXX XXXX on XX/XX/2023, I received a text message from Chime asking if I purchased {$140.00} at XXXX XXXX XXXX. I did not recognize the name so I sent a text stating No. I received two follow-up text messages : the 1st was a security code, triggered by my 2-Factor-Authenticator Settings. The 2nd text message was a notification that the phone number on my account was changed to a phone number I did not recognize ( XXXX ). I called Chime and added the XXXX XXXX XXXX charge to the checking account dispute. \n\nBetween XX/XX/XXXX and XX/XX/XXXX, I spoke to numerous Chime Members Service and Dispute team agents regarding the breaching of my account. I told them about the ATMs I used the day before my money was stolen. During one of my calls, an agent disclosed to me that someone pretended to be me and called Chime 4 times on XX/XX/2023. I asked the agent to send me a copy of my call log for XXXX and XX/XX/2023. The agent stated they were not allowed to give me that information. I asked for a copy of my recorded for quality assurance conversations of the XX/XX/XXXX calls. The agent said they could not give me that information either. \nDuring this same time frame, multiple agents disclosed to me that I was eligible for temporary funds while the dispute team investigated my claims. I called and emailed at least once a day during that time frame for an update on the investigation. \n\nOn XX/XX/XXXX, I received an email that dispute # XXXX ( the unauthorized {$5000.00} peer-to-peer transaction ) was denied. After calling Chime back for information on the detail, they stated they would reopen the case. \n\nOn XX/XX/XXXX, I received an email that the XXXX XXXX XXXX claim was denied and considered closed. That evening, I emailed chime at XXXX a copy of my stamped and signed police reports from the XXXX XXXX XXXX in XXXX XXXX XXXX XXXX XXXX I requested my documents get added to all the dispute files. On this date, I also reached out to the FBI for support. I spoke to agent XXXX who recommended I submit a claim to the IC3 department. \n\nOn XX/XX/XXXX, at XXXX XXXX, I received an email from Chime stating : Following a recent review of your Checking Account, we regret to inform you that we have decided to end our relationship with you at this time. Your Checking Account will be closed on XX/XX/2023. \nI called Chime and spoke to a supervisor named XXXX and he told me to send in a copy of my ID and the last 4 of my SSN and they would investigate my account for a potential reopening. After I emailed that information, I received a follow-up email from Chime Members Service Agent, XXXX  stating the following : We have determined that your account failed to comply with the terms of your Deposit Account Agreement ( https : //www.chime.com/policies/bancorp/deposit-account-agreement/ ), and weve closed your account as a result.\n\nWhen I requested specific information, XXXX from Chime Members Service told me the following : For security reasons, Chime can not disclose any more information about the closure of your account. For full details, please refer to section C9 ( Account Holds, Suspensions, Restrictions, and Closures ) of the Chime Deposit Account Agreement ( https : //www.chime.com/policies/ ). \nDuring one of my calls between XX/XX/XXXX and XX/XX/XXXX, an agent disclosed to me that because my account was closed, the investigations were no longer open. \n\nBecause of Chimes negligence and poor account security, Chime gave someone unauthorized access to my bank information and allowed them to bypass my 2FA security settings and access all of my money. Rather than do the right thing and return my money, Chime has decided to treat me like a criminal and not help me.","date_sent_to_company":"2023-04-11T01:30:24.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"17602","tags":null,"has_narrative":true,"complaint_id":"6817260","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-04-11T01:07:51.000Z","state":"PA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Because of Chimes negligence and poor account <em>security</em>, Chime gave <em>someone</em> unauthorized access to my bank information and <em>allowed</em> them to bypass my 2FA <em>security</em> <em>settings</em> and access all of my money. Rather than do the right thing and return my money, Chime has decided to treat me like a criminal and not help me."]},"sort":[14.779476,"6817260"]},{"_index":"complaint-public-v1","_id":"11147569","_score":14.549331,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/year> I received a physical piece of mail from Experian, indicating that I had submitted a credit dispute and that the results were approved. The results of this credit dispute were apparently updating my telephone number. The telephone number that was listed on my new credit report and account with experience was not my cell phone number, I called Experian to indicate that I had received this dispute and that the dispute was incorrect and someone likely has hacked my account with experience and is trying to change the cell phone number. They indicated I should go online and log into my account change my account information and save it. I did all of this, XXXX days later on XX/XX/year> I received an automated email from Experian saying that my account information was updated. I tried to log into Experian to see what was changed with my Experian account and was unable to log into my account because someone had hacked my account and changed my phone number associated with my Experian account. Since my phone number associated to my experience account was updated to a number that was not my cell phone number, I was unable to access my account which has multifactor authentication set up with an SMS text to verify before allowing someone to log into my account. At this point I had no way to access my Experian account because someone had hacked my experience account. Over the course of the next few days, I started to receive calls from various credit unions around the country asking me if I was in fact trying to open up a line of credit with their agencies. In each case I indicated no, and that I believed my account had been hacked. I tried calling Experian using the phone numbers they provide on their website and and all I can say about trying to get someone on the phone through their phone is it was, and continues to be, the single worst customer experience I have ever had in my entire adult life. It took numerous attempts and a combination of random buzz words for me to finally get through to someone at Experian when I explain the situation that I had received a dispute from them, which I did not file, that my account had been hacked, and I was currently having someone using my credit information that they stole from the Experian site to contact various credit unions trying to open up an account in my name, and that this all resulted from somebody hacking my experience account. They said all they could do was put a credit freeze on my account and put a credit fraud alert on my account, there was nothing the representatives could do to fix my account. After a few days I received an email for my support call asking if I was satisfied with the service they provided. I of course replied no and gave them a low rating for the customer satisfaction score. Days later, I again called Experian and was told that I needed to talk to a different department, the member services department, because the issue was with my account and not with my credit report. When I spoke to somebody in the member services department, again took 20 to 30 minutes of trying to navigate their phone tree, which no way shape or form made it easy or possible to speak to somebody about my current issue, I was told that the only way that they could unlock my account was by providing them with certain information : a copy my Social Security card, a copy of my drivers license, and a copy of a current bill with my current address on it. I started searching online to see if anybody else has had this issue with Experian and found numerous online threads with people that had experienced the same problem with Experian 's security settings on their accounts. Most of the post indicated that after calling back multiple times, they were finally able to talk to somebody that would reset their account over the phone so they could access it and change their information to avoid the hackers from having access to their experience account. Again, I tried calling them and pleading with them and continuing to provide all the details of what happened : timelines and specific details of what was happening on my account, they again said theres nothing they can do unless I either mail, fax, or upload those three documents their team for review. I first attempted to upload the documents through their web portal. Each time I uploaded the documents their web portal indicated that the format of the documents was not correct and that I should try different file type or size. I communicated over email with Experian telling them that I could not upload the documents to the web portal they provided because it was continuously getting rejected. They also provided me with guidance on different file types or file sizes to use to upload the documents, I tried every combination of file size and file type that they provided. None of these worked. The support claim I had open indicated that I could also physically mail these documents or fax these documents. I mailed and faxed these documents to the team on XX/XX/year>. I did get a tracking number or anything for me to confirm that they received the documents, but I did get a confirmation from the fax machine that it was received to the number they provided. Since XX/XX/year>, I have followed up weekly on my claim via email asking if theyve received these documents. Every time I get the same response, we havent received them yet or we dont know if we received them yet and they might be in processing. At this point its been over a month since I first noticed fraudulent activity on my experience account, they have done nothing to try to make this process easy or to try to resolve my issues over the phone. Despite the fact I can provide them with any piece of information they need to verify my identity, and I have to imagine with their online system they have logs to indicate what the previous phone number and email address were on my account and what the updated phone number and email addresses are on my account now. Im incredibly frustrated that their security protocols allowed a hacker to access my Experian account to have access to all of my credit information, and the hacker made numerous attempts to open lines of credit in my name. Yet they are unwilling to do anything to assist me other than continuing to push me to upload documents ( which doesnt work ), fax documents ( which I already did ), or mail documents ( which I already did ). I am beyond frustrated with lack of Customer Service and the lack of urgency on their behalf of trying to fix a clear security vulnerability with their system that is currently impacting my account and my credit.","date_sent_to_company":"2024-12-14T01:45:54.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"80304","tags":null,"has_narrative":true,"complaint_id":"11147569","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-12-14T00:53:39.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I tried to log into Experian to see what was <em>changed</em> with my Experian account and was unable to log into my account because <em>someone</em> had hacked my account and <em>changed</em> my phone number associated with my Experian account. Since my phone number associated to my experience account was updated to a number that was not my cell phone number, I was unable to access my account which has multifactor authentication set up with an SMS text to verify before <em>allowing</em> <em>someone</em> to log into my account."]},"sort":[14.549331,"11147569"]},{"_index":"complaint-public-v1","_id":"15624157","_score":14.464893,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am reporting a serious case of account compromise and unauthorized activity involving my Current Bank checking account. I noticed multiple transactions I did not authorize, and after further review, I uncovered signs that my account and device were accessed without my permission. \n\nAt the time of the unauthorized activity, I had several employees who used my phone for business purposes. These individuals were given access to my phone to complete job-related tasks, such as communicating with clients. I never gave anyone my pins or authorization to change anything. I later discovered that an unauthorized fingerprint and face scan had been added to my phone. I never gave permission for this biometric data to be registered. I normally use a passcode, not Face ID. This change shows clear evidence that someone intentionally altered my security settings to gain access. \n\nAdditionally, my email password was changed without my knowledge, further supporting the possibility of a compromise. I was also hospitalized during part of the time the fraudulent charges were made, due to a dog bite injury. During this period, I could not have reasonably reviewed or authorized any transactions.\n\nSome of the transactions were linked to third-party names I do not recognize. One charge appears to have been sent from a Current account to another Current account, yet I never sent or authorized a transfer to this person through Current Pay and do not have knowledge of the person or If the person is real. I do not know if these are real individuals, but Current Bank refused to confirm their identity or how they were able to connect to my card. This raises concerns about security failures on their end, especially since Current allows anyone to log in using a different phone number or email without notifying the account holder or implementing stronger two-factor authentication.\n\nTo make matters worse, Current Bank allowed these individuals to add my debit card to their external wallet or accounts and withdraw money, which should have raised fraud alerts. I did not receive any login codes or security warnings when this occurred. It is also possible that phishing or deleted links were used to bypass my device, and if so, that further emphasizes the need for a full device and login audit.\n\nCurrent denied my dispute with a generic Airtable-style printout and did not provide meaningful evidence showing how they concluded I authorized the charges. There were no IP addresses, timestamps, device logs, or verification code trails included in their response. I was also not granted provisional credit and was given no opportunity to review a full investigation summary.\n\nSince then, I have hired an accountant to review my statements and found discrepancies I never noticed before. I have since terminated employee access to my devices and increased personal security. I have been a loyal customer with no prior disputes, and this experience has been deeply distressing.\n\nI did not authorize these charges. It also shows the charges were made in small then large, it looked like test charges to me. I have never connected any of these accounts to my bank cards or accounts. I have never sent money to the specific name that was current to current, and I do not know of the person. I use current to current but not for that name. Also, I do not have a XXXX account or third-party accounts that do not have my name registered. It does not make sense how someone can add my information at all to any of their accounts without any of my information on it. It is illegal and it is a crime to allow someone to do that. I deserve to be refunded for these unauthorized transactions. This is very traumatic. I am supposed to be protected under EFTA, and they are not able to ignore signs of compromise. They refused to give me documentation related to the denial with supporting evidence. It was just statements ; I gave them evidence of the unauthorized charges and showed them security issues on their end. \n\nI also disputed all XXXX XXXX charges that they claim was never disputed. There is only one charge to XXXX on current to current that they claimed I had a history with. All the XXXX XXXX  charges were disputed as well. All the XXXX charges were disputed as well. They stated there was a history of charges but there is not any history that wasn't disputed. I am pretty sure a computer is communicating with me, and this is a serious matter, I am requesting a real human investigates these charges. I am also willing to press charges. I also sent a signed statement, and they said they need that too move forward in investigation and have not. \n\nDates, amounts and actions : XX/XX/year> : The unauthorized charges began. \nXX/XX/year> : The unauthorized charges stopped. \n\nXX/XX/year> : I noticed the unauthorized transactions and sent the amount I was allowed to send in a single day of my funds to a friend to keep safe and before I could send the rest, they were taken from my account. I also contacted current and checked my bank statements for errors. \n\nXX/XX/XXXX, XXXX XXXX, XXXX  : I was hospitalized for a dog bite. \n\nXX/XX/year> : I sent my dispute into current bank along with a sworn statement. I also changed my email back when I noticed that it was changed. I spoke to XXXX and XXXX about my dispute, those are current representatives. Current had to update my dispute because all of the charges were not included. They sent me a transcript of our conversation after I requested it which I included in documents. \n\nXX/XX/year> : I started contacting XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXXXXXX after I noticed my bank wasn't going to help. I am still waiting on responses, and I started reaching out to an accountant to help me as well. \n\nXX/XX/year> : They had a brief investigation and sent me an update that they denied my dispute that soon without proper investigation obviously in that little time frame. I sent them a signed statement and a pdf with all information such as a detailed appeal, a clear timeline and evidence checklist and requests for investigation records. ( which they did not send me, they only sent me a generic airtable sheet with no evidence ). \n\nXX/XX/year> : They sent me another update on my dispute with the same outcome, denied and generic airtable answers that were inaccurate, and I proved otherwise. \n\nXX/XX/year> : I received an update on my police report that I had to live in the jurisdiction that the incident happened in to make a report and was denied due to not living in the jurisdiction. I have started looking into other options and started a Identity theft report but I need a police report to add to it. I am waiting on my jurisdiction to send me a copy of the report denial from here because it did not happen here. \n\nXX/XX/year> : I was given the same update on my dispute, and they closed it out. \n\nXX/XX/year> : I changed my address back when I noticed it had been changed and sent a new card to myself.","date_sent_to_company":"2025-08-30T17:38:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"48867","tags":null,"has_narrative":true,"complaint_id":"15624157","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2025-08-30T15:44:24.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I never gave anyone my pins or authorization to <em>change</em> anything. I later discovered that an unauthorized fingerprint and face scan had been added to my phone. I never gave permission for this biometric data to be registered. I normally use a passcode, not Face ID. This <em>change</em> shows clear evidence that <em>someone</em> intentionally altered my <em>security</em> <em>settings</em> to gain access. \n\nAdditionally, my email password was <em>changed</em> without my knowledge, further supporting the possibility of a compromise."]},"sort":[14.464893,"15624157"]},{"_index":"complaint-public-v1","_id":"10658251","_score":13.312479,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Consumer Financial Protection Bureau, I am writing to file a complaint against Current Bank regarding their mishandling and inadequate investigation of my recent fraud claim. I believe there has been a lack of due diligence, oversight, and communication from Currents end, resulting in the unjust denial of my claim for fraudulent transactions made between XX/XX/XXXX, and XX/XX/XXXX. I am seeking assistance from the CFPB to reopen and thoroughly review my case. \n\nBackground of the Incident XXXX XX/XX/XXXX, while hospitalized and completely incapacitated, my phone, wallet, identification, and bank card were stolen. I was unable to access my accounts or receive any notifications as I was physically unable to manage my affairs. The thief who stole my belongings quickly XXXX all security measures on my phone and Current account, including XXXX XXXX, two-factor authentication, and location services. These security measures were XXXX on XX/XX/XXXX, and the fraudulent transactions began immediately thereafter. This sequence of actions strongly suggests that the security features were deliberately bypassed by an unauthorized individual on that specific date to facilitate the fraudulent activity that followed. \n\nFraudulent Activity and Lack of Communication from Current The fraudulent charges on my Current account spanned from XX/XX/XXXX, to XX/XX/XXXX, yet due to my ongoing XXXX, I remained unaware of this unauthorized usage until I was finally discharged on XX/XX/XXXX. Upon noticing these transactions on XX/XX/XXXX, I promptly reported the activity to Currents customer service, initiating a fraud investigation and filing a dispute on these charges. \n\nDespite the serious nature of the case, I was informed by a customer service agent that Currents fraud investigation team would reach out to gather more information regarding my claim. Unfortunately, I received no further communication from Current, which I believe constitutes a significant lapse in their investigative process and customer communication obligations. After just XXXX days, I was informed that my case had been denied. Given the gravity of the claim and the available evidence, I find it highly concerning that Current denied my case in such a short timeframe, without a thorough investigation or additional contact with me. \n\nCurrents Lack of Due Diligence I believe Current failed to exercise due diligence in several critical ways : XXXX. Failure to Review Security Feature Changes : On the same date that my phone and wallet were stolen, all security measuresincluding Face ID, two-factor authentication, and location serviceswere XXXX on my phone and Current account. This timing directly correlates with the start of fraudulent transactions. A basic review of account settings would have clearly shown that security features were altered on XX/XX/XXXX, yet this key information was either overlooked or ignored in the investigation. There was also a dispute filed in XXXX that was unauthorized and NOT me the account owner. For what reason that was filed by the thief I dont know, but what I do know is that I called into the dispute center in XXXX to file my dispute, so my voice can be heard and verified and compared to whoever called in for the dispute in XXXX from XXXX. I also dont know if the thief called in to file that XXXX dispute or if they only used the app to file the dispute, that should have been investigated more so due to the fact I spoke with the agent over the phone and stated that the XXXX dispute was not from me and Id like if they can look into that as well. Adding onto that, there are also check deposits from MY unemployment benefits that was stolen and used without my authority not by someone I know but by someone who stole my information. As well as paycheck advances that are NOT authorized by me either dating back to XX/XX/XXXX. I stress this a XXXX times that ANY transactions whether it was adding money or removing money or anything else with the current account was NOT done by me as it was physically impossible for me to do so, being in the hospital and not having access to my wallet and phone due to it being taken. \n\nXXXX. Inadequate Investigation Timeline : The denial of my fraud claim in just XXXX days demonstrates a lack of attention to detail and due diligence on Currents part. Given the complexity of the case and the extensive evidence of unauthorized access, it is unreasonable that Current would close this case in such a brief period without contacting me for additional information. I submitted my own Patient Discharge Information which I dont even know Im allowed to do but I provided literal proof of an extended hospital stay at that time and discharge. Yet Current still determined me responsible.\n\n3. Lack of Communication : Despite assurances that I would be contacted, Current failed to reach out to gather crucial information regarding my hospitalization and incapacity, which are directly relevant to the validity of my claim. This lack of communication undermines the thoroughness and fairness of their investigative process.\n\n4. Failure to Recognize Consumer Protection Obligations : Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, financial institutions have an obligation to investigate claims of unauthorized transactions thoroughly and in good faith. I also understand that, per CFPB guidelines, financial institutions are required to act responsibly and proactively in cases of identity theft and account breaches. Currents inadequate response and communication fell short of these obligations, further demonstrating their lack of due diligence.\n\nThe Impact on Me as a Consumer The denial of my claim has caused significant distress, not only because I was incapacitated and unable to monitor my accounts but also due to the financial impact of these unauthorized charges. As someone who was hospitalized, I was entirely unaware of the transactions and unable to take preventive measures. Currents failure to conduct a thorough investigation has left me with no recourse for these substantial losses, despite clear indicators that unauthorized access occurred. \n\nRequested Resolution In light of the above, I am requesting that the CFPB intervene to have my case reopened and fully re-evaluated by Current. Specifically, I am seeking : XXXX. A full investigation into the changes made to my security settings on XX/XX/XXXX, which aligns with the start of the fraudulent transactions.\n\n2. Provisional credit for the unauthorized charges, as mandated under the Electronic Fund Transfer Act, to alleviate the financial burden until the case is resolved. \nXXXX. Improved communication and transparency from Current throughout the investigation, as I was denied updates and information on the status of my claim. \n\nI believe that a detailed review of my case, along with the sequence of events and evidence I am able to provide, will demonstrate that I was not responsible for the transactions in question and that Current failed to act with due diligence in their initial investigation. \n\nThank you for your attention and assistance in this matter. Please do not hesitate to contact me for any additional information.","date_sent_to_company":"2024-11-01T16:25:38.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"77045","tags":null,"has_narrative":true,"complaint_id":"10658251","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FinCo Services Inc DBA Current","date_received":"2024-11-01T16:11:11.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Failure to Review <em>Security</em> Feature <em>Changes</em> : On the same date that my phone and wallet were stolen, all <em>security</em> measuresincluding Face ID, two-factor authentication, and location serviceswere XXXX on my phone and Current account. This timing directly correlates with the start of fraudulent transactions. A basic review of account <em>settings</em> would have clearly shown that <em>security</em> features were altered on XX/XX/XXXX, yet this key information was either overlooked or ignored in the investigation."]},"sort":[13.312479,"10658251"]},{"_index":"complaint-public-v1","_id":"2813299","_score":13.196901,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I have a MasterCard through Capital One that was subjected to fraudulent activity when Capital One issued a virtual \" Fast Card '' to a man in XXXX, FL, on XX/XX/XXXX. I was alerted ( via my email address ) to this new account they issued, along with changes to my address, phone number & email address ( which were all done over the phone ). I immediately called Capital One 's fraud department & told them about these fraudulent activities and sent them copies of my NC state issued driver 's license & social security card. I was issued a case # XXXX. All changes to the account settings were reversed & I was told any fraudulent charges would be reversed. They also cancelled my credit card ( along with my son 's card that is attached to my account ). They told me they would send me a new card in the mail. At this time, they also issued the criminal in Florida a new card as well - I discovered this while checking in to see if my account had been straightened out. So more fraudulent activity started taking place, more promises of resolution. I withheld one of  my payments during time after hearing they allowed this criminal to open a Visa account in my name ( I was told it was immediately closed by the fraud department but I have no way of knowing because it was a new account that I have no access to, not a hacked version - I have no Visa accounts ). After the bulk of the fraudulent activities were cleared up, I resumed my payments, making a double payment to make up for the one I missed. This entire process to date started on XX/XX/XXXX &  continued through XX/XX/XXXX. I contacted Capital One this month ( XX/XX/XXXX ) twice to resolve some remaining issues, but was first told by customer service that someone from fraud would call me back & the second time was bounced back & forth from fraud to customer service for 35 minutes only to be told no one knew how to resolve any of my problems. My issues : 1. My interest charges are still divided between Purchases ( mine ) & Cash Advances ( fraud ). 2. My interest rate went from 23.99 % to 24.24 % during the time of this fraud case. 3. I was given a {$25.00} late charge during the 2nd month of the case for withholding payment until Capital One started resolving the fraud. 4. The extra {$16.00} I was charged so Capital One could issue a \" Fast Card '' to the criminal was never refunded.","date_sent_to_company":"2018-02-14T00:11:43.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"27028","tags":null,"has_narrative":true,"complaint_id":"2813299","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2018-02-13T23:01:18.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["I was alerted ( via my email address ) to this new account they issued, along with <em>changes</em> to my address, phone number & email address ( which were all done over the phone ). I immediately called Capital One 's fraud department & told them about these fraudulent activities and sent them copies of my NC state issued driver 's license & social <em>security</em> card. I was issued a case # XXXX. All <em>changes</em> to the account <em>settings</em> were reversed & I was told any fraudulent charges would be reversed."]},"sort":[13.196901,"2813299"]},{"_index":"complaint-public-v1","_id":"5149227","_score":13.101767,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, On XX/XX/2022, I opened a credit card with Bank of the West ( XXXX ). After setting up my online account, I found that the website did not allow for even the most basic account management or support services ( examples below ). My chief complaint is that it is virtually impossible to find any information on closing the account or to reach customer service for that purpose, despite spending hours on hold and online attempting to do so. \n\nIssue # 1 : Setting up Autopay- only two options for autopay : pay the full balance amount or the minimum balance. Setting up recurring payments for any alternative amount is \" unavailable '' and can only be found on a separate section of the website ( Scheduled payments, not Auto-pay ) which makes it unclear if additional payments must be made to avoid penalties for non-payment of the minimum balance due. This seems like a deliberate ( and illogical ) way to set up the website, allowing them to disable the section for \" choose your own recurring payment '' and forcing customers to choose between paying the entire balance or the minimum ( resulting in maximum interest accrual ). As a result, most consumers would be forced to forgo auto-pay completely and risk steep penalties for missing or late payments more likely to be incurred.\n\nIssue # 2 : Automated phone service using the 24-hour Customer Service line requires you to manually enter all of your information including all credit card information including security code, birthdate, and full 9-digit social security number. This is excessive, unnecessary, and not a secure way of confirming a customer 's account. Hold time for each call was well over 1 hour each time I called with no option to request a callback. The online chat support is a dead link that reads \" unavailable. '' There is no option to receive account support by email or online chat. You must call the number and be subjected to excessive hold times of over one hour. I never got through to a representative, so I have no idea how many hours it would take to actually reach someone. Based on reddit, this is a common occurrence. \n\nIssue # XXXX XXXX services unavailable : In addition to \" recurring payments '' and \" online chat '' being unavailable, the balance transfer feature on the website is also unavailable. The card was advertised as offering a low rate for balance transfers, so presumably this a primary purpose for signing up. I am now grateful that I was unable to transfer a balance to the card and still have a XXXX balance. \n\nIssue # XXXX : Can not close account. After hours of scouring the BOW website and XXXX, there is virtually no information on how to close a XXXX credit card account. You can find sparse information on closing a BOW bank account, but nothing for credit cards. Again, since there are no available resources online including chat or email support, I was on hold for hours with no human contact at any point. There is no automated menu option for \" close account. '' I tried calling every customer support and BOW credit card related phone number I could find with the same results. I called back the number used to activate the credit card and reached a live agent who adamantly insisted that he could not assist me with closing the account, using the card, or transferring me to another department or XXXX who could assist me. He repeatedly shouted over me that he can only activate the cards and hung up on me after only a few minutes. \n\nI called XXXX BOW bank branches- XXXX in XXXX XXXX who told me they could not assist with credit cards and to call the customer service number, even after I explained my previous efforts. I called the XXXX XXXX bank branch who swiftly transferred me to a representative who was ( finally ) able to close my account. However, she refused to provide me with any type of reference number or information regarding the call to actually confirm that my account had been closed. She refused to email or text me anything in writing showing that the account had been closed. She claimed that a confirmation letter would be mailed to my home address in XXXX business days. I asked what to do if I did not receive a letter and she told me to call the customer service number. After a few hours, I logged back into BOW and can see that there are virtually no changes to my account, meaning my credit card has not been closed. \n\nThis seems like a deliberate scheme to give customers the run-around and make it virtually impossible to close their account. Further, since the online services are \" unavailable, '' the cards themself can not be used or managed as advertised or as reasonably expected. The payment options appear to be a deliberate effort to mislead and penalize customers for missing payment requirements or providing unreasonable/undesirable payment amount options. The lack of website functionality and unreachable customer support appears to be a deliberate scheme to entrap unsuspecting customers with no recourse. BOW is a predatory company that needs to be stopped and held accountable.","date_sent_to_company":"2022-01-25T22:00:01.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"902XX","tags":null,"has_narrative":true,"complaint_id":"5149227","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF THE WEST","date_received":"2022-01-25T20:44:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["After <em>setting</em> up my online account, I found that the website did not <em>allow</em> for even the most basic account management or support services ( examples below ). My chief complaint is that it is virtually impossible to find any information on closing the account or to reach customer service for that purpose, despite spending hours on hold and online attempting to do so. \n\nIssue # 1 : <em>Setting</em> up Autopay- only two options for autopay : pay the full balance amount or the minimum balance."]},"sort":[13.101767,"5149227"]},{"_index":"complaint-public-v1","_id":"3485865","_score":12.943973,"_source":{"product":"Checking or savings account","complaint_what_happened":"My name is XXXX XXXX XXXX, I have been left in the dark for 16 years concerning this Very Wrongful theft that took place at Wells Fargo Bank in XXXX Oregon shortly AFTER XXXX XXXX and I am just now learning about what really took place by piecing this together over the years and I had no idea that I should have contacted you years ago BUT THE FACTS ON THIS STILL REMAIN. \nMy Mother XXXX XXXX XXXX XXXX retired from XXXX XXXX XXXX in XXXX of XXXX she had always banked at Wells Fargo there is XXXX Oregon XXXX and now she was retiring So she decided to do her Roll over with Wells Fargo bank located there in XXXX Oregon XXXX. 6 months before she retired she was diagnosed with XXXX XXXX  XXXX, She had always elected the straight life annuity But now she didnt know how long she was going to live She was told by her retirement plan that she could make these pay out changes at her Roll Over. When it came time she did just that, She did her Roll Over with Wells Fargo and made her changes changing from the straight life time to a guaranteed 15 years. The IRS MAKES THIS STEP RIGHT HERE A MUST OR MY MOTHERS ROLL OVER DOES NOT EVER COMPLETE, ,THERE IS NO GETTING AROUND THIS IMPORTANT STEP. THERE ARE 3 COPY 'S OF THIS PAYOUT CHANGE ALONG WITH THE UPDATED BENEFICIARY DOCUMENT, 1, MUST BE RECEIVED BY THE EMPLOYER, 1, MUST BE RECEIVED BY THE IRS. AND 1, IS FOR MY MOTHERS PERSONAL RECORDS. Well, at this time obviously the employer had to have agreed with the IRS THAT THEY RECEIVED THEIR COPY OF THIS BENEFIT PAYOUT CHANGE, CORRECT? OR THIS ROLL OVER WOULD HAVE NEVER COMPLETED CORRECT?? THE IRS IS NOT GOING TO LET THIS SLIDE. So everyone at this time received this document and the roll over completed without ANY BIG RED FLAGS GOING UP AT THE IRS SAYING THIS EMPLOYER DIDNT RECEIVE THEIR CHANGE REPORT,, OK, WELL NOW AS My mother was doing this all at Wells Fargo She was concerned about security She didnt want it to be possible if after she died that someone could just walk into this bank and take her IRA. So as she was doing this Roll Over at Wells Fargo She again put my name as the primary beneficiary, I was also named the Executor of her Estate in her Will and the Banker that was helping my mother set this all up suggested a extra security of a TOD AND A POD, My mother didn't have any other money to speak of in her accounts and this was just set up solely for this IRA My name was the only Primary beneficiary and I was the only Executor of the estate. Well then my mother died on XXXX. I went into Wells Fargo in XXXX Oregon about a week or so after my mothers death. I was never concerned about it being gone As my mother when she was setting this all up had discussed with the banker her concern and thats why she put the extra security on her account, I believe she was actually paying for this security to make sure nothing would or could take place as it did, So I go into this bank and What am I told, Im told that no one in this bank knows what Im talking about, They all have seen me in this bank a bunch of times with my mother and now none of them know what Im talking about, ,Yes my name is still on her checking account as POD BUT EVERYTHING ELSE IS GONE, NOW LET ME TELL YOU WHY I AM CALLING THIS DISCRIMINATION ON A XXXX PERSON, ,AND PLEASE FORWARD THIS TO THE GENTLEMAN THAT CALLED ME FROM WELLS FARGO THIS LAST FRIDAY AND WANTED ME TO EXPLAIN TO HIM HOW IT WAS THAT I AM CLAIMING DISCRIMINATION ON A XXXX PERSON, ,I HAD BEEN IN A VERY BAD CAR ACCIDENT IN XXXX WHERE MY SPORTS CAR HYDROPLANED OVER 4 LANES OF TRAFFIC AND WENT RIGHT UNDER THE BACK END OF A LONG TRUCK, TAKING MY TOP OF MY CONVERTIBLE COMPLETELY OFF. My brother was killed I was left in a XXXX  for 3 weeks with a XXXX XXXX XXXX XXXX, XXXX  on my XXXX  side multiple traumatic XXXX XXXX XXXX. WHY DO I SAY I WAS DISCRIMINATED AGAINST, BECAUSE I BELIEVE THAT THIS FACT WAS LET KNOWN THAT I WOULD NEVER FIGURE OUT THE VERY ILLEGAL HIGHLY FRAUDULENT ACT THAT TOOK PLACE AND I WOULD NEVER PRO SUE IT, THAT WHY I WAS DISCRIMINATED AGAINST SO LET THAT BE KNOWN PLEASE. So back to this IRA account of my Mothers that was suppose to have the upmost security on it Because AS MY MOTHER WAS ALIVE AND NOT BEING XXXX ON AS SHE WAS NOW, ,EXCUSE MY LANGUAGE BUT THIS IS WHAT TOOK PLACE. No one in this bank could tell me a thing, As you can imagine I was already under a great deal of stress because I never believed that my mother was really going to die As I had been right by her side as she was setting all of this up and making sure that what took place would have never happened I ALWAYS THOUGHT SHE WAS GOING OVER BOARD ON SETTING THIS UP AS SHE DID, ,AND SECURITY OF THIS ACCOUNT WAS A BIG CONCERN OF HERS AND THIS BANK RECURRED HER AS SHE WAS ALIVE, ,I CAN RECALL SITTING THERE AND THIS BANKER TELLING MY MOTHER THAT WHAT TOOK PLACE WOULD HAVE NEVER HAPPENED,, NO I DIDNT HAVE NO IDEA ABOUT ANY RIGHTS OR WHAT I SHOULD DO, MY GOD THE CONTINGENT BENEFICIARY WAS TELLING ME THAT EVERYONE THOUGHT I WAS CRAZY AND TO STOP CALLING THEM AND STOP MAKING A SCENE ABOUT SOME IRA ACCOUNT MY MOTHER HAD, AS NOW HER EMPLOYER WAS TRYING TO CONVINCE ME THAT MY MOTHER HAD A STRAIGHT LIVE TIME ANNUITY THAT ENDED WHEN SHE DIED,, I MEAN YES THE THOUGHT OF SOMETHING LIKE THIS DID ENTER MY HEAD AS IT WAS HAPPENING BUT THEN I HAD TO DISREGARD THEM WITH IT NOT BEING POSSIBLE NO WAY COULD SOMETHING AS THIS TAKE PLACE, AND THIS WAS BACK IN XXXX AND THERE WAS NO WAY THAT ANY EMPLOYERS OR BANKERS WOULD EVER ALLOW ANY THING LIKE WHAT I WAS THINKING GO ON, RIGHT?? SO I DISREGARDED IT AS A CRAZY THOUGHT AS THE CONTINGENT BENEFICIARY TOLD ME, ,EVERYONE IS THINKING IM CRAZY, STOP CALLING THEM, ,STOP GOING IN THERE, ,DISCRIMINATION ON A XXXX PERSON IS WHY, ,So just recently I for the heck of it call XXXX XXXX XXXX up , and ask them one more time about my mothers retirement, I had just went into Wells Fargo Bank as I was in XXXX Oregon a couple months back AGAIN AND OF COURSE GOT NO WHERE, But now when I called This employer the lights came on in my head, RED LIGHTS FINELY AND THEN I HIRED A PRIVET INVESTIGATOR TO FIND MY MOTHERS IRA STILL SITTING IN WELLS FARGO BANK, , , THATS RIGHT, BUT WITH THE CONTINGENTS NAME ON IT..NOW, ,I KNOW ITS BEEN 16 YEARS, ,AND EVERYTHING HAS BEEN DESTROYED RIGHT,, IM ASKING PLEASE, I KNOW THAT THERE IS A WAY, ,OH YES THERE IS, ,THERE IS A WAY THAT EVERYTHING CAN BE PULLED UP STILL TODAY REGARDING MY MOTHERS IRA THAT SHE HAD WITH WELLS FARGO, ,JUST LOOK AT XXXX XXXX address XXXX XXXX XXXX Oregon,XXXX IRA SHE HAS NEVER WORKED LONG ENOUGH IN HER LIFE TIME TO HAVE A IRA THAT IS DRAWING THE MONEY IT IS DRAWING, ,LOOK AT HER EMPLOYMENT RECORD SHE HAS VERY LITTLE HISTORY OF EVER BEING EMPLOYED, ,LOOK AT IT,,, SOME HOW, ,WEATHER MONEY WAS EXCHANGED WITH A BANKER OR HOW EVER IT TOOK PLACE, ,IT INDEED TOOK PLACE ILLEGALLY, ,AND VERY FRAUDULENTLY AND I AM THE XXXX PERSON AND MY MOTHER THE DECEASED THAT HAS BEEN VERY MUCH TOOK ADVANTAGE OF IN A VERY UNETHICAL DISCRIMINATORY WAY AND NO IM NOT CRAZY IN THE LEAST THIS IS EXACTLY WHAT TOOK PLACE AND I WANT A FULL INVESTIGATION AND ALL OF MY MOTHERS ORIGINAL ROLL OVER RECORDS FOUND PLEASE BECAUSE I KNOW IF THE RIGHT PERSON IS WORKING ON THIS CASE YOU WILL FIND THAT I AM TOTALLY SANE AND TELLING YOU THE COMPLETE TRUTH IN WHICH YOU WILL FIND OUT YOUR SELF, THIS WAS FRAUD AND ILLEGAL AND I AS A XXXX PERSON WANT JUSTICE PLEASE, THANK YOU VERY MUCH,,, MY PHONE NUMBER XXXX XXXX XXXX  XXXX  XXXX XXXX XXXX XXXX OREGON XXXX YES THIS IS A NEW ADDRESS IN WHICH WAS ON MY MOTHERS IRA ACCOUNT AS I USE TO LIVE IN XXXX OREGON ALSO BUT DO NOT NO LONGER","date_sent_to_company":"2020-01-21T12:48:31.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"974XX","tags":null,"has_narrative":true,"complaint_id":"3485865","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-01-05T19:26:31.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["So everyone at this time received this document and the roll over completed without ANY BIG RED FLAGS GOING UP AT THE IRS SAYING THIS EMPLOYER DIDNT RECEIVE THEIR <em>CHANGE</em> REPORT,, OK, WELL NOW AS My mother was doing this all at Wells Fargo She was concerned about <em>security</em> She didnt want it to be possible if after she died that <em>someone</em> could just walk into this bank and take her IRA."]},"sort":[12.943973,"3485865"]},{"_index":"complaint-public-v1","_id":"3623939","_score":12.551801,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had reached out to you years ago about Wells Fargo. I will attach what measures you took. The Comptroller of Currency was able to get me in touch with the Executive Office. Due to Covid they are having trouble with their tech set up. The same reason I went bankrupt. What happened in CA, has occurred in Florida & NY & I was never able to upload proof. The company allowed a false loan for my car to be taken out by Wells Fargo Dealers Service, forging my signature, I will provide proof of that. While working with whom I thought was another exe office I was under investigation myself, however an employee at Wells Fargo lied to the officer which gave them probable cause & that wasted 9 months of their time & caused my XXXX to get worse. I had over 16 Collateral Accounts with them @ {$5000.00} a card. I always contacted them about fraud but it appears they had one fax. A letter states that because I continued to pay it was not fraud. I then received a letter stating they could not find my information to report my good credit to the credit reporting agencies. My address continued to change so I would not get my mail. I've lived in the same location & updated my address at each Wells Fargo. Wells Fargo Dealers Service was a scam, I bought the car outright with cash, they \" hack '' delete information, I have the paper trail. I was lied to when they told me no other accounts Checking/Savings were opened but many were. The man working with the \" Phone Bank '' did his job, they sent me letters stating that I must have given my pin or shared it with someone. If that was the case an authorized user would be on the contract. They were using unprotected XXXX XXXX computers. I had to paid rush fee s, see advanced fees & one man laughed about a Police report I in fact did file I did not tell him. Their were electronic withdrawals, and I always went in person to withdrawal. While under investigation I went through the transactions with a fine comb. I am XXXX & can't pay for care. I also got thrown in XXXX  multiple times for this. I had multiple investments with Wells Fargo, and they never mention them, just gone. I even stopped authorization for wire transfers to Wells Fargo from my brokerage account but found that it continued. Im not omnipresent. Nor am I the only one. I wanted to settle. I was again told someone had my case, pass the XXXX XXXX & I can not allow that again, so I was given the Actual Executive handling my case but benefit of the doubt he is having trouble setting up his at home system. I can not reach him. The man lower then him agreed that this should be resolved until the new man on my case told me he was just intake. That man could have resolved this. He stated a XXXX XXXX a new team was created to handle this at Wells Fargo. Just like XXXX had I not called & called I never would have known. They state I never contact them. Not true I have the actual paper trail they can not delete. They stated to contact the usps, oh I did but they continued to send mail to an address I never gave them. Id give it to the Police investigating it here, because an impersonator has profited dearly from their loop holes. I have only become more XXXX, to the point of nearly losing my life, Id like to ensure you are aware & this does get resolved. I trusted them. I used their kiosks & they had no security measures especially cyber. I contacted them many times about a {$20000.00} cashiers check that was never used for the appropriate party with the wrong company on it. Others were allowed access. I was never notified of a loan, never saw a contract but my name was forged as seen on another document. I am trying to be kind, when they just XXXX me of my life. I did sign up for a class action but thanks to their employees changing my address it never got to me & you will see how they combined a NY address with my current. This is evil.","date_sent_to_company":"2020-04-26T17:46:01.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"329XX","tags":null,"has_narrative":true,"complaint_id":"3623939","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2020-04-26T17:00:35.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["I was again told <em>someone</em> had my case, pass the XXXX XXXX & I can not <em>allow</em> that again, so I was given the Actual Executive handling my case but benefit of the doubt he is having trouble <em>setting</em> up his at home system. I can not reach him. The man lower then him agreed that this should be resolved until the new man on my case told me he was just intake. That man could have resolved this. He stated a XXXX XXXX a new team was created to handle this at Wells Fargo."]},"sort":[12.551801,"3623939"]},{"_index":"complaint-public-v1","_id":"8767045","_score":12.472769,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/2024, I received a call from Wells Fargo early evening ( around XXXX ). It sounded like an XXXX XXXX XXXX. His purpose for the call was an unauthorized charge to XXXX for about {$69.00}. I told him that I did not make this charge. He then went through a list of my recent charges that day. \n\nThe list of items was accurate. For example, parking in XXXX XXXX etc. \n\nHe then took me through a protocol to secure my account, including repeating the words, \" my voice is my passcode. '' This whole process took about an hour which was really unusual. \n\nThis also included him telling me that there would be a courier at my address to take the card in question. The person arrived in minutes. \n\nI honestly believed I was talking to a Wells Fargo rep because I had been through similar protocols before. I thought that only a Wells Fargo rep would have access to my recent charges. \n\nAfterwards, he told me that money was transferred from one of my accounts to another. \n\nHe also tried to replace the card from my main checking account and also my business account. \n\nHe insisted that I remain on the phone line with him. One of the procedures was to update my Wells Fargo notifications and settings ( e.g. daily limit for my cards etc. ) He then said that he wanted to test these notifications and kept me on hold for long periods of time, saying that I was at 78 % ... XXXXthen at 80 % etc. \n\nI then received notifications via email with the normal Wells Fargo graphic templates ( logo, red box ) with all these bogus unauthorized charges on my accounts after he updated the limit. The amounts exceeded the limits I stated on the phone I demanded that this was taking too long and that I had to go. \n\nI received several weird Wells Fargo emails during this call with the red and gold template. \n\nI then called Wells Fargo and complained. The reps kept assuring me that Wells Fargo would NEVER send someone to take my card in person. \n\nI kept complaining that one of their employees must have been able to access my account information with the recent charges and to walk me through safety protocols like \" my voice is my passcode. '' and to try and replace my cards. \n\nThey kept insisting that Wells Fargo would never allow unauthorized employees to do any of this. And one of their excuses was that this situation must have involved two people, one who was on the phone with me passing information onto someone else. So basically they were saying that the person I was speaking to WAS a Wells Fargo employee talking to a criminal? This reasoning made no sense. And I was really angry with this response.\n\nThey had an offshore rep ( sounded like from the XXXX ) try to implement security measures when I called. Why was this not a U.S. rep? \n\nThey opened a claim. This rep kept insisting on changing my account numbers instead of putting in measures to simply block fraudulent transactions. I know this is a normal practice, but I have several accounts. And many of them are connected to different payment sites and apps. This would require a lot of time and work that I do not have the ability to accommodate. The responsibility should be on Wells Fargo to invest this time and effort into securing my accounts. \n\nI have since been trying to access my online banking account. The password and username that was saved on my device no longer work. I tried several times to reinstate my login username and password on their website. The site said that my access was temporarily disabled. I kept trying online. It still said that my access was temporarily disabled. Then when I went through their online protocol steps, it told me that the system has no record of my information, like account number and social security number! \n\nI did not have time to call Wells Fargo and wait during the week. \n\nI called Wells Fargo today ( Saturday ) and the offshore rep told me that Wells Fargo can not even help me with my username and password because the online banking specialists are not available on weekends until Monday. This is a similar procedure. And I can not even check my account online. \n\nWells Fargo acted irresponsibly by enabling maybe one of their employees to access my account information and commit fraud and also taking my debit card. I read online that Wells Fargo has been sued in the past for their unethical workplace culture which allowed employees to create fake accounts when contacting customers. \n\nI believe that Wells Fargo 's unethical culture was NOT rectified and allowed this whole incident to happen. I would like to seek financial and punitive action.","date_sent_to_company":"2024-04-13T16:42:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"90048","tags":null,"has_narrative":true,"complaint_id":"8767045","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-04-13T16:17:31.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["The reps kept assuring me that Wells Fargo would NEVER send <em>someone</em> to take my card in person. \n\nI kept complaining that one of their employees must have been able to access my account information with the recent charges and to walk me through safety protocols like \" my voice is my passcode. '' and to try and replace my cards. \n\nThey kept insisting that Wells Fargo would never <em>allow</em> unauthorized employees to do any of this."]},"sort":[12.472769,"8767045"]},{"_index":"complaint-public-v1","_id":"9772463","_score":12.400692,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX and FTC, XXXX is not the only thing BofA needs to be investigated on. See attached documents. It goes to reason if BofA is committing fraud by manipulating my accounts and payments through the use of ebills, pay and transfer, and mobile payments, they are probably using XXXX the same way. BofA isnt doing enough to stop the fraud because they are using it to commit fraud themselves.\n\nBank of America refuses to stop reporting inaccurate information, lying, making up fake statements, and messing with my accounts in every way possible. This has been going on for over four months at this point and just continues to get worse.\n\nSince I originally filed a complaint with the CFPB, the number of things happening to my accounts is stunning. Some things were literally changing, disappearing, becoming different things, etc., while I was watching it happen.\n\nBank of America complaint : The following can now be added to the complaints XXXX and XXXX, as BofA continues to intentionally do worse things to cover up the original issue.\n\nAdded : 1.Using ebills to commit fraud on my account. I had no control over having, turning off, hiding from view but still in existence ebills. Account # XXXX is supposedly charged off and it states under Bank of America-Personal Card XXXX that I have to call to set up ebills. Yet ebills exist somewhere for that account XXXX, that I can make a payment to them as a different account than the account XXXX they charged off. ( That from the account page goes straight to transfer payments and has a tracking number as the confirmation number ). The confirmation numbers and payment types show up different when the payment was made from bill pay as opposed to making a payment from the account screen make a payment. The payments also show up as being paid to the ebill under activity when paid under ebills. The ebills were also preset by BofA to be payments to Bank of America-Personal Cards ( XXXX and XXXX ), with the recipient of those payments being the same accounts but with a different name. ( Example : The recipients of the payments to Bank of America -Personal Card XXXX were BankAmericard Platinum Plus Mastercard XXXX ) BofA is the only one that would need the recipients of payments to a card to be the same card but just with a different name.\n\n2. Using mobile payments to commit fraud. I have never set up mobile payments with BofA. What would I be mobily transferring? Yet somehow my payments to the charged off card, when paid from the account page make a payment show up as online/mobile transfer payment and have a tracking number as a confirmation number. Where are my payments set up to be transferred to? \n3. Setting up ebills in a way that can be manually manipulated by them long after the payments are made. Once the payments are made, on the account page go to transactions the merchants name and category type are set up to be able to edit. BofA can go back and change it to be anything they want it to. ( As I could do. When it gets changed under transaction payments, it automatically changes the info under year end credit card summary. No one needs to be able to go back and change merchants and payment categories on BofAs website, except BofA. No one else but BofA is using their ebills and statements as if they are a place to record their accounting entries.\n\n4. Setting up fake external bank accounts to look like the real external bank accounts people make payments to BofA with. Under filters for payments, it shows two separate external payment accounts I can filter information with. BofAs website does not allow for the same external bank account to be added. BofA is the only one that can make one account become two separate ones. The account under pay charged off credit cards can be deleted. The one under bill pay can not be deleted and only the name can be changed. Why can someone NOT delete an external bank account from bill pay accounts? The payments also showed up with different names depending on where I paid them from. ( I have more documents I can submit as proof BofA. ) I also deleted the account under transfer and pay and BofA added it right back as noneXXXX. Deleting it cant even keep it deleted. \n5.Setting up one account to become three different accounts. I can not make my accounts show up as three different account names at the same time. Example from document I can choose from filters for account XXXX ( which shows up on the side of the screen ) to find payments to BankAmericard Platinum Plus XXXX OR BankAmericard Platinum Plus Mastercard XXXX while at the same time the bill payments to Bank of America-Personal CardsXXXX XXXXre still visible on the other side.\n\n6. Making up fake statements for my account XXXX ( as well as for account XXXX that I already filed a complaint on. ) Or they could be real statements from the fake accounts. Who knows at this point? But they are fake to me as they are not the statements I received at the time, the balances I actually had, and not even real payments on some of them. I did not have a balance transfer from XXXX that I was still paying on 3 years later in XXXX. I would not have been paying interest on a balance transfer until XXXX when there was no reason I could not have paid it off in XXXX. ( provided XXXX bank statement just to prove that. ) Providing a partial statement to let BofA know I can prove my payment to account # XXXX for {$1700.00} on XX/XX/XXXX never happened. \nXXXX. XXXX every aspect of my life that is affected by my credit score and history. On any given day at any given time, BofA reports and changes my information to be anything they want. I never know what my credit score is going to be on any given day because of BofA continuously messing with it, to become anything they need it to become.\n\n8. Reporting numerous different things to different bureaus at different times. Example : Reporting account # XXXX as a charge off with three different PRLs to XXXX ( which they both find to be accurate ), while reporting it as a charge off AND write off to a different bureau. They want to report it as a XXXX on fake credits on XX/XX/XXXX, AND a charge off on XX/XX/XXXX AND written off ( who knows when ) AND send it to XXXX to get me to keep paying for a charged off, written off, XXXX XXXX reported card that is still actively keeping track of the rewards XXXX earning on it every month. ( Yes, I have proof BofA. On top of the proof at XXXX point whatever you were messing with temporarily made my rewards card show up under the bankcard deals and my bankcard show up as being my rewards card. ) XXXX changing the reporting on account XXXX, from XXXX for 16 months ( because it had a XXXX balance and was not used ) to be a CA instead that entire time. ( Which of course was found to be accurate also that it went from XXXX to CA instead. ) XXXX. Changing my external bank account to be an account only under pay charged off credit cards under pay and transfer. And then randomly changing my external bank account to either pay ONLY home loans, auto loans and credit cards OR ONLY pay home loans and charged off credit cards. The fact that pay charged off credit cards needs its own separate category from XXXX bills and those are the only XXXX categories under pay and transfer is self-explanatory Clearly, they charge off credit cards as frequently as bills are paid. Home loan and auto loan payments are from payment accounts set up under pay charged off credit cards why BofA? What are the chances that is why credit card statements have a coupon to return with check with an account number at the bottom that looks like a home or auto loan account number. ( And NOT a credit card account number ) 11. Edit the name of the credit card names. Why the hyper security on supposedly nothing but someone wanting to change an account name BofA? I can change the name of my external bank account with one click on change name, but editing the name of their credit card requires receiving a code first to be able to enter a secondary address that only they know. That is when they are not busy adding nicknames to the accounts so they can make one account have TWO separate names. ( Which of course was unavailable for me to actually add a nickname ) It looks like an innocent thing to change a card name, yet BofA can even turn that into something to use as part of a scam.","date_sent_to_company":"2024-08-12T22:30:57.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"53142","tags":null,"has_narrative":true,"complaint_id":"9772463","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-08-12T21:51:05.000Z","state":"WI","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":["Why the hyper <em>security</em> on supposedly nothing but <em>someone</em> wanting to <em>change</em> an account name BofA? I can <em>change</em> the name of my external bank account with one click on <em>change</em> name, but editing the name of their credit card requires receiving a code first to be able to enter a secondary address that only they know."]},"sort":[12.400692,"9772463"]},{"_index":"complaint-public-v1","_id":"16781930","_score":12.261674,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"b'Transunion Breach\\n\\nXXXX XXXX  approximately XXXX  spoke to Transunion Fraud after not being able to log in to online access.  They confirmed that my information (email, password, user id, and phone) had been changed, Credit was unfrozen and alerts removed. Fraud representative changed my personal information back and suggested locking online access.  This was confirmed and I was assured that anyone calling in would have several security questions personalized to you that it was very secure.\\nXXXX XXXX, on my credit information, personal information and my credit bureau with Transunion was fraudulently UNFROZEN, alerts removed and personal information was changed again.\\n\\n-XXXX XXXX, fraudulently Transunion UNFROZE the account AGAIN, personal information was changed again, and alerts were REMOVED AGAIN and the online access that was supposed to be suspended was active, which your fraud agent confirmed on XXXX at XXXX At this time the agent changed the personal information back, added the freeze back and alerts to keep my Transunion from being breached again. I was told this was the best they could do and I would be contacted by someone higher in 3 days, I confirmed this was unacceptable and wanted to speak to a manager, I was given a case number at this time of # XXXX  and transferred to fraud special handling at XXXX XXXX XXXX I was transferred to the Fraud Special Agent, who I reported that Transunion had 3 security breaches (one in less than 24 hours) and my account was unfrozen, information changed and alerts removed.  At XXXX the Special Fraud Agent added another level of security (which I provide a password) and she confirmed the account CANNOT be accessed, nor can changes be made to my personal information, nor can fraud alerts be lifted or my account be unfrozen without the password I provided.  Online access continues to be locked at this time.\\n\\n-XXXX XXXX, called Transunion Fraud Special Handling confirmed that on June 3rd the freeze was lifted again, contact information (email and phone had been changed), and alerts have been removed. I was given all this information again without being asked the password.  I asked why the password is not being used, they then asked me for the password.  I suggested maybe the breach was from inside Transunion, they assured me it was not. I filed a complaint with the Federal Trade Commission that Transunion cannot secure my information or keep my credit frozen Report Number #XXXX.   Transunion assured me that all information would be secure and asked to be put on hold to address with other managers my issue.  Transunion Fraud Special Handling Agent confirmed that this was only happening to you.  I again asked why someone would change this information and unfreeze my account with all the high Identity Fraud going on under my account, they had no answer.  Agent assured me again that the account was frozen, alerts were placed on and information was corrected.  Called back in at XXXX to ensure account was secure, the 3x time, I have called in the password created to get ANY information was not asked.  When asked agent why this was, he reported we really dont do anything like that, which I asked to be transferred to special handling.\\nJune 4-Called XXXX to confirm Freeze, Alerts and personal information has not been changed.  Password was not asked for, I asked why, was told by special handling that there was no password protection.  I asked them to look into their chart and identify this password.  Special Handling Agent Stated it would show up if was asked to make changes.  \\n\\nXXXX XXXX-Called Transunion at XXXX XXXX XXXX  each time I was given my phone by the Transunion agent and was not asked for my password. \\n\\nXXXX XXXXXXXX caught a Transunion credit pull by XXXX XXXX  Called Transunion approximately 1XXXX confirmed at XXXX with a Transunion agent that the credit freeze was lifted today at XXXX, at time I was at an appointment.  I told Transunion this, also who did not ask for my password and then told me I did not have an established password, then corrected themselves and asked me for it, only after I told them they are supposed to be using it.  I asked that the freeze immediately be put back and they confirmed it had, they also stated that the freeze was lifted from their automated line and security questions.  I informed them I removed the online profile due to significant breeches with Transunion and asked that this automated call in be removed as well.  They informed me as Superior Supervisor would have to call me about that and would do so in 24, 48, 72 hours.  I addressed that they can unfreeze again and once again Transunion can beech my secured information and lift a freeze.  Transunion rep agreed but reported that she could not transfer the call to a superior supervisor and could only make a request to call me which could take up to 3 days. I called XXXX XXXX at approximately XXXX and confirmed that a fraudulent application was submitted today in my name.  I informed them this was fraud and requested they note this and remove the application, they confirmed this.  After this I made another federal trade commission complaint and CFBP complaint. \\n\\nXXXX XXXX Got alerts from Aura that Transunion was breached, Transunion breach again.  My freeze was lifted again, my address was changed to a Houston address, I spoke to Transunion and was supplied and case number was assigned #XXXX, I was transferred to Special Handling where they confirmed that today they put the freeze back on and corrected my address.  XXXX XXXX had done a pull on my credit which I now have to dispute again.  The Special Handling Agent confirmed the freeze was lifted from the chat site and prior this it was lifted by the automated phone system.  I again told them that this continues to be breached and Transunion cannot keep my information and account secure.  I asked that something more be done.  I was told that the password could be changed, I assured them the freeze was lifted without the password, which is the same scenario in the past.  I asked the agent to review the chat and confirm the password was provided to lift the freeze.  The passcode was never asked for. I was told today to change the passcode, which I did and all automated chat, phone and online access would be eliminated. \\n\\n\\n\\nXXXX  XXXX  was breached, despite paying for the XXXX  Protection Plan, setting up a security freeze pin, and a security question.  I called XXXX  at XXXX  I was told that a freeze and fraud alert we set back, while I was on the phone with the fraud department, my identity theft protection Aura, confirmed that while I was talking with XXXX  Fraud and they confirmed they froze my account the fraudster already unfroze my credit report with XXXX  again.  I was then transferred to a manager after telling the fraud agent this and he saw the account was unfrozen again while he was on the phone with me.  All my information was changed and my online password and login was change making me unable to access it.  I was told that the membership was blocked and frozen again and there is now a freeze and the membership is blocked until I mail in a letter with the Case Escalation Number XXXX, copy of DL, SS# and copy of utility bill/bank statement to XXXX XXXX XXXX XXXX XXXX XXXX I have already done this and supplied the police report.  I will mail this again but they are unable to keep my information secure even with pins and passwords and paying for their protection. \\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\\nXXXX XXXX XXXX  was already breached again, Inquiry through XXXX  from XXXX XXXX XXXX (2 applications), XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was breached again, it was unfrozen, personal information was changed, login and password were changed again, fraud alerts removed and online access was allowed again. \\nXXXX XXXX Called XXXX back and they confirmed all the breaches, froze the account again, changed back the information to my personal information and put the fraud alerts back on. I was then transferred back to Membership Services XXXX XXXX which I could not get to an agent, called back and spoke to Fraud XXXX XXXX, I was told that this was escalated to the tech team and I would hear back by email, once my personal information is corrected and they can freeze the account.  I asked to speak to a manager, I was told that this was escalated the online access that was being breached would be suspended but they could not tell me a time frame when this would happen.  In the meantime this has been breached 3xs in less than 24 hours. \\n\\n\\nXXXX XXXX  breached, online password and login changed.  Called XXXX and spoke to an agent, he added the freeze and the security alerts back today.  I asked for my online access to be blocked and was escalated to a supervisor, supervisor confirmed today that they locked out the online.  Case number #XXXX  \\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO XXXX  CREDIT BUREAU\\nXXXX  Transunion Breach- Called Transunion spoke to Special Handling provided a case number XXXX  and then was placed on hold to speak to a Manager, waited on hold for exactly another hour for a Manager.  At XXXXXXXX XXXX XXXX checked my credit through Transunion on XXXX and it was checked prior by XXXX XXXX on XXXX   I spoke to agent and was confirmed that my account has been frozen and fraud alerts placed back on, online access has been removed/blocked, automated self-service portal is also blocked.  XXXX XXXX XXXX XXXX Inquiry through Transunion,  XXXX XXXX XXXX XXXX inquiry through Transunion.\\nFILED A COMPLAINT CFPB TO ID FOR COMPLAINT SENT TO EQUIFAX CREDIT BUREAU\\nXXXX XXXX XXXX fraudulently unfroze my account again.  I called in and had it frozen, added a 7 year fraud alert and requested that the membership be removed so that an online profile cannot be accessed fraudulently. \\n\\nXXXXCalled Transunion Freeze was fraudulently lifted and a fraudulent phone number was added and email was fraudulent, Transunion confirmed that there were three loan application and credit was pulled for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  I again requested a freeze be put back on, fraud alerts put back on, and personal information corrected back and disputed the three credit pulls as Fraud. I confirmed online access continues to be locked. Transunion was breached again.\\n\\nI CONTINUE TO MAKE COMPLIANTS to you and NOTHING happens, Transunion reports that \"they are working on it\" but nothing is improved and my account continues to be breached, and my personal information submitted fraudulently.'","date_sent_to_company":"2025-10-23T16:01:10.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"240XX","tags":null,"has_narrative":true,"complaint_id":"16781930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-10-23T14:05:36.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["\\n\\n\\n\\nXXXX  XXXX  was breached, despite paying for the XXXX  Protection Plan, <em>setting</em> up a <em>security</em> freeze pin, and a <em>security</em> question.  I called XXXX  at XXXX  I was told that a freeze and fraud alert we set back, while I was on the phone with the fraud department, my identity theft protection Aura, confirmed that while I was talking with XXXX  Fraud and they confirmed they froze my account the fraudster already unfroze my credit report with XXXX  again."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[12.261674,"16781930"]},{"_index":"complaint-public-v1","_id":"12966271","_score":11.92638,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Hello, My name is XXXX XXXX and I have had a PayPal account for over 14 years and in that time I have had my PayPal balance stolen twice. The first time someone attached their phone number, email and bank card to my account without me knowing and once I saw that my money was gone I immediately called and they instantly apologized and issued me an immediate refund. I was put at ease and felt that I was trusting the right people with money and my business. After that happened I immediately put my account in a very secure lock down. My password is 30 characters long basically and is generated by XXXX, I have 2-step factor authorization and even the XXXX authentication app. It takes me about 3 minutes to log in its so secure. But on XX/XX/year> at XXXX am I woke up to an email stating that my entire balance in my account ( {$1400.00} ) was gone and transferred to a bank account I never heard of and did not approve. I immediately went into panic mode and checked my account but my password was changed and I could not even get in right away. I did forgot password and was able to get in and once I did I immediately went straight to my settings and noticed that not only had my email been changed but my phone number and two bank accounts I have never heard of were added to my account and one of them is where these people sent all of my money to. \n\nThey sent all of my balance without my knowledge or consent to a XXXXXXXX XXXX ending XXXX. Because it is not my bank or my account I am unable to get any information from the bank and you guys refused to stop that transfer from happening so I lost everything. I have now appealed this decision from your AI bots twice. I have provided screenshots, legal documents from government websites that I notified of my identity theft, police reports and still nothing is being done to help me and get me my money back. \n\nTRANSACTION ID : XXXX I was sent emails but not urgently because they made THEIR email the primary email on account and were getting them and approving all these things without my knowledge like the phone number and banks. XXXX bank does not even have an account under my name so how is it possible that you allowed a hacker to attach a bank account under a different persons name??? \n\n\nI just recently out of the blue lost one of my good friends of 20 years and have been grieving and not focused on my junk folder emails which is where all of these went that stated things like : \" we see you changed your password, added 2 bank accounts and changed email and phone number. If this wasnt you let us know. Well I didnt see the email and you allowed it to happen without even texting my phone and making sure without a doubt that I wanted to make those significant changes.\n\nIn the 14 years of having this account I have added one phone number, one bank account, and two emails ( one as back up in case of the other being compromised ). In the responses from the automated system these claims go to, it is written by AI and makes NO SENSE. What happened to me was UNAUTHORIZED and not at all consistent with how I have managed my account all of these years. I have spent every single day since this happened fighting this and getting hard evidence yet they dont even read the documents I upload because if they did they would see that XXXX bank has even said my social security was stolen and that this person attempted to open a profile in XXXX under my name and email. I am just at a loss that you guys are denying me my money when I have been a faithful customer for so many years and had one other time this has happened to me in all of these years.\n\nI am begging you to personally look at my case with a human perspective and see that this is clearly fraud and I was completely robbed. I can provide evidence of my location at this time ( which was not XXXX, Tennessee like this person ) I have never even been to Tennessee. I can prove that I am just a mom of 3 with a large online presence of over XXXX followers and I am who I say I am. My IP address may help to determine that it could not have been me. My phone records will show I have XXXX XXXX and not XXXX XXXX XXXX like this person. I can prove every single thing to prove I am innocent and clearly the victim of online theft. \n\n\nI refuse to take the auto denials when I have every single piece of evidence to prove that it is cyber crime. I would rather find someone to help me here than taking this to a lawyer. \n\n\nCASE ID : XXXX MY POLICE REPORT NUMBER : TS-XXXX FTC REPORT FILED ( XXXX ) IC3 REPORT FILED ( XXXX ) IDENTITY THEFT. GOV REPORT FILED ( XXXX ) ALL MAJOR CREDIT UNIONS ARE FROZEN I appreciate you taking the time to review my situation and help me recover my missing funds. \n\n\n\n\nXXXX XXXX","date_sent_to_company":"2025-04-13T22:16:19.000Z","issue":"Unauthorized transactions or other transaction problem","sub_product":"Mobile or digital wallet","zip_code":"92253","tags":null,"has_narrative":true,"complaint_id":"12966271","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-04-13T22:09:52.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I immediately went into panic mode and checked my account but my password was <em>changed</em> and I could not even get in right away. I did forgot password and was able to get in and once I did I immediately went straight to my <em>settings</em> and noticed that not only had my email been <em>changed</em> but my phone number and two bank accounts I have never heard of were added to my account and one of them is where these people sent all of my money to."]},"sort":[11.92638,"12966271"]},{"_index":"complaint-public-v1","_id":"3679752","_score":11.925253,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I submitted the following complaint ( ID XXXX ) : ++++ '' I previously submitted this complaint ( ID XXXX ) : \" Equifax is denying me the ability to log in to my account in order to control things like freezes and other settings. They verified my information with lots of questions about SSN, birthdate, loans, etc. They then told me that I was unable to login to my account because they couldn't verify some information I had entered during the account set up process. I asked what the issue was and they refused to tell me. I offered to provide the information or verify anything they needed, and they refused to do so. They said that they would never, NEVER, let me log in to my account online. They said that I would have to make any account changes by phone ( hours long waits ) or fax ( don't have a fax machine ) until the end of time, they would never stop refusing to fix the issue. I was told I would never, ever be allowed to use my online equifax account. I was refused any explanation or to speak to someone who could help. They are holding my credit account hostage by not allowing me to control it. '' The response I got from Equifax was : \" Thank you for submitting your complaint through the CFPB Complaint Portal. Please be advised no specific dates were provided regarding your date range lift. As as result, Equifax has lifted your Security Freeze for 15 days, commencing on the date of this letter. If you would like to shorten or lenghten the 15 day timeframe given. If you have any additional questions, you may call XXXX XXXX XXXX XXXX or you may visit www.myequifax.com. Here you can create an account to manage your security freeze, add or remove fraud alerts, and initiate credit file disputes. Additionally you can access free Equifax credit reports and your myEquifax products. '' As you can see the company did not address my complaint at all. I was not asking for my credit freeze to be lifted. I am asking to be able to log into my account. They then suggest I can create an account, however as my complaint stated I already have an account and am being denied the ability to log in. To be clear : I need access to log into my account. I DO NOT need a freeze adjusted. \" +++ ( End of previous complaint ). \n\nAs I made abundantly clear, I DO NOT NEED A FREEZE ADJUST. To repeat, I DO NOT NEED A FREEZE ADJUSTED. However, the response I got was the following : -- -- - \" Thank you for submitting your complaint on XX/XX/2020 through the CFPB Complaint Portal. It is our policy to take each complaint seriously and to respond to complaints swiftly. We have reviewed and considered the information you supplied through the CFPB Complaint Portal. The results are below : As of XX/XX/2020, there is/is not an active Security Freeze/reporting on your credit file. If you have any additional questions about your Equifax Credit Report, please visit us at www.myEquifax.com. At myEquifax, you may sign in or create a free account where you can manage your security freeze, fraud alert, and disputes and access free Equifax credit reports and other products. You may also contact us at XXXX to speak to a Customer Service Representative. '' -- -- - So, for a second time they ignored the fact that I DO NOT NEED A FREEZE ADJUSTED. And then proceeded to tell me I could sign in to manage freezes. I am not sure what part of my complaint was unclear, but I DO NOT NEED A FREEZE ADJUSTED. What I needed, and was specific about in my complaint, is that Equifax has refused to let me sign into my account. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I'm going to paste this a few times here since it doesn't seem to be registering : I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. I NEED TO BE ABLE TO SIGN INTO MY ACCOUNT. \n\nLets see if that does the trick, I would hate to have to file a 4th complaint for the same issue.","date_sent_to_company":"2020-06-02T19:53:22.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"84106","tags":null,"has_narrative":true,"complaint_id":"3679752","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-06-02T19:44:58.000Z","state":"UT","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They said that I would have to make any account <em>changes</em> by phone ( hours long waits ) or fax ( don't have a fax machine ) until the end of time, they would never stop refusing to fix the issue. I was told I would never, ever be <em>allowed</em> to use my online equifax account. I was refused any explanation or to speak to <em>someone</em> who could help."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[11.925253,"3679752"]},{"_index":"complaint-public-v1","_id":"10232705","_score":11.865432,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I lost all my retirement money by scammer, and request for fraud investigation through Chase bank, they said, they can't reimbures. \n\nSo far I have reported this fraud scam to FTC local police office and National XXXX Fraud under office for victims of crime under Department of Justice, as soon as I relized that I got scammed on XX/XX/year> since that date he no longer replied back to my text message. \n\n\nPlease see attached, I attached, scammer 's fake business card, and officail statement from Chase 's decision in regard to my fraud claim with teir decision, again all transactions were shown on the statement and made from Chase bank to XXXX was fraud by scammer 's instruction bteween XXXX to XXXX, XX/XX/year> {$3000.00} XXXX XX/XX/year> {$26000.00} XXXX XX/XX/year> {$32000.00} XXXX XX/XX/year> {$38000.00} XXXX XX/XX/year> {$34000.00} XXXX XX/XX/year> {$34000.00} XXXX XX/XX/year> {$38000.00} XXXX XX/XX/year> {$32000.00} XXXX XX/XX/year> {$32000.00} XXXX XX/XX/year> {$1900.00} XXXX Despite of fact that all transactions were not my will, it was by scammer 's instruction, and he deceived me by setting a new XXXX  account, for that reason, scammer keep pusing and persuading me to move my all money to the diffrrent wire mainly XXXX XXXX, they mainly said, since your XXXX  account at risk, you must move your all money from your XXXX accout to your bank account, at the same time, we are setting your new XXXX account, '' They also created XXXX XXXX account under my name and email address, once my money was transffered to the XXXX XXXX account, they bought some XXXX XXXX and etc, then they moved them to somewhere else. \n\nEven though all transacion are ovbiosuly fraud by scammer 's direction, Chase bank makes decision, \" We are denying your claim because we determined that the item ( s ) being disputed were authorized or you received benefit from the item ( s ). We will not reimburse your account '' The whole breife story is below. \n\nBack in XXXX, I transferred {$8000.00} from my personal bank account to my XXXX account, but the buying power did not come up right away even though my bank shows that transaction was completed. \n\nSo I had waited for a couple of days and it was still not applied I thought something went wrong because the buying power had not yet applied and I googled XXXX customer service, and called the number but never answered, so I somehow found XXXX 's customer service number and they finally responded that they told me they are from XXXX customer service. \n\nSince I was not educated any types of computer matters such as cyber security, information technology and computer science, they told me to download the app called any desk on my cell phone and any desk and XXXX XXXX on my laptop, and then they said, we need to cooperate to resolve this issue but later they controlled it whatever they want to do and made my account to a margin account something that I never wanted to do, so I thought it is something wrong and not right I did not allow them to do any more, so I refuesed all their instruction and disconnect them, and I was so scared since my XXXX was already messed up, a couple of dyas later, someone called me, he is from fraud department of XXXX, and gave me his buisness card, as you can see the attachments. \n\nHis name is XXXX XXXX from the Fraud Department of XXXX, and I told him, my buying power was not settled and also someone who called from a XXXX customer service changed my account to the margin using the web and they used it to trade the stock. \nAnd he said, your account was hacked by a hacker from other XXXX, and your XXXX account is at risk. Thus, we need to move all your funds to the new XXXX account by transferring the other wires such as XXXX and some of our private accounts little by little since the amount is too big. \n\nI believed him and sold all my stocks then transferred all money to my personal bank, the trasnsffrered to XXXX, after money settled down, they bought coin and move to unkown place and wallet, whenever I asked him, he said it went to my new XXXX account. \non XX/XX/year>, he no longer replied back to my text message, I realized that I got scammed.","date_sent_to_company":"2024-09-25T03:34:33.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"07631","tags":null,"has_narrative":true,"complaint_id":"10232705","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & 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