{"took":178,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":904,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"10775381","_score":24.05736,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Experian will not confirm my identity over the phone, email, website, app, or mail. \nIf send a letter to Experian on XX/XX/year> with the social security number, name, phone number, current address with copy of a utility bill, auto insurance, drivers license and passport all of which contain my current address hoping gain access to my account at Experian. \nI have attempted to verify my status and eligibility to work through myEverify numerous times and fail their 5 questions 3 times on : XX/XX/XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX, every 3 to 4 days unto XXXX XXXX again. There system will not reflect credit report to confirm identity. \nI sent a FOIA requesting passport verification and was denied by the XXXX because of identity stating FOIA/PA is only for US Citizens XXXX \nExperian automated systems fail over the automated phone system at phone number XXXX, their is no options for speaking to a special agent and the directions are to visit Experian website. \nI have attempted login to their systems but experience internal error after verifying social security number I have tried phone calls with XXXX at Experian, their automated system says they are unable to assist me over the phone. There automated systems says to visit www.experian.com I have called ( XXXX ) XXXX at Experian many times, after confirming social security number the automated system says they are unable to assist with me over the phone and contact www.experian.com with assistance. \nI have called ( XXXX ) XXXX and this automated system verifies social security number, then tells me they know I have issues and are there to help, how ever their automatic system only provides website information to change login information and mailing address. \nWhen I contact www.experian.com for assistance and select 'log in \" I am prompted for a free credit report only only.\n\nI received a credit report one time for free. This credit report issued had many misspellings of my name, addresses, an old phone number, old addresses with misspellings. I was able to contact Experian one time to dispute some of these but they are still not accurate. \nI received a soft inquiry form Experian after USCIS inquired on XXXX. \nI can receive mail from Experian but can not log into their system as a user. \nThere is no email address at Experian to contact them.\n\nThere is only an automated system on 3 phone numbers that has no options to help.","date_sent_to_company":"2024-11-12T16:46:03.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"76012","tags":null,"has_narrative":true,"complaint_id":"10775381","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-11-12T16:40:20.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["I have attempted login to their <em>systems</em> but experience internal error after verifying <em>social</em> <em>security</em> number I have tried phone calls with XXXX at Experian, their <em>automated</em> <em>system</em> says they are unable to assist me over the phone. There <em>automated</em> <em>systems</em> says to visit www.experian.com I have called ( XXXX ) XXXX at Experian many times, after confirming <em>social</em> <em>security</em> number the <em>automated</em> <em>system</em> says they are unable to assist with me over the phone and contact www.experian.com with assistance."]},"sort":[24.05736,"10775381"]},{"_index":"complaint-public-v1","_id":"10997074","_score":23.294315,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/year> I applied for an auto loan through my bank. The loan was not approved due to social security/and or credit reporting information discrepancy. The bank associate informed me to contact Experian due to my personal information being incorrect on Experian after verifying my personal information on file with the bank. On XX/XX/year> I contacted Experian to get assistance with my issue. I was able to speak to a specialist. I explained my reason for calling and the specialist accessed my Experian account and did find the mistake. My social security number was off by one number and the specialist asked me to verify my full social security number. They stated my information was updated and also disclosed to me the two lenders that had incorrect personal information on file. I asked the specialist if a dispute still needed to be filed to correct my credit report and the specialist stated a dispute was no longer needed due to my personal information being updated. I asked the specialist if the correction would take affect immediately or if I would have to have wait until the process has been cleared. The specialist stated it may take two weeks or the next credit report cycle. I then called the two lenders disclosed to me by Experian and had my social security number updated which was also off by one number. On XX/XX/year> I called my bank to reapply for the auto loan again, which to my dismay was not approved for the same reason -social security and/or credit report information discrepancy. On XX/XX/year> I applied for the auto loan again. The loan was not approved for the same reason -social security and/or credit report information discrepancy. On XX/XX/year> I called the Experian customer service line to speak to a specialist about my issue. I was only met with the automated message system each time. When I stated to \" speak with a specialist '' the automated message system would respond with \" I can only transfer calls in limited circumstances. '' The only options after that were \" self-help automated system '' or \" end call ''. On XX/XX/year>, I called the Experian customer service line again, same outcome. I was not able to speak to a specialist those three days I called the customer service line.","date_sent_to_company":"2024-12-03T08:11:21.000Z","issue":"Incorrect information on your report","sub_product":"Other personal consumer report","zip_code":"92220","tags":null,"has_narrative":true,"complaint_id":"10997074","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-12-03T06:56:29.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["The loan was not approved for the same reason -<em>social</em> <em>security</em> and/or credit report information discrepancy. On XX/XX/year> I called the Experian customer service line to speak to a specialist about my issue. I was only met with the <em>automated</em> message <em>system</em> each time."]},"sort":[23.294315,"10997074"]},{"_index":"complaint-public-v1","_id":"3633197","_score":22.144806,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I received a letter from NCTUE on XX/XX/20 stating that a negative entry had been made on my data report. \n\nI have made repeated calls to their automated system to obtain that report and the process fails every time. It has me input my social security number and the numeric portion of my home address. Each time the system tells me that my data report has been located and then says that \" There was a problem processing your request. Please try calling again later. '' I have called several times this week with the same result. They provide no other means of contacting them other than via the useless and broken automated system. I have a legal right to that data report and their incompetence is denying me that information.","date_sent_to_company":"2020-05-01T13:50:51.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"80260","tags":null,"has_narrative":true,"complaint_id":"3633197","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"National Consumer Telecom & Utilities Exchange, Inc.","date_received":"2020-05-01T13:37:40.000Z","state":"CO","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["I received a letter from NCTUE on XX/XX/20 <em>stating</em> that a negative entry had been made on my data report. \n\nI have made repeated calls to their <em>automated</em> <em>system</em> to obtain that report and the process fails every time. It has me input my <em>social</em> <em>security</em> number and the numeric portion of my home address. Each time the <em>system</em> tells me that my data report has been located and then says that \" There was a problem processing your request."]},"sort":[22.144806,"3633197"]},{"_index":"complaint-public-v1","_id":"3666016","_score":22.130224,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My XXXX  credit report received a hard inquiry on XX/XX/2020 from : CITIBANK NA., BEST BUY Address : CITIBANK NA., BEST BUY, XXXX XXXX XXXX XXXX, XXXX XXXX , SD    XXXX I did not apply for a BestBuy credit card and believe a fraudulent application was made using my information. The BestBuy Citicard number : XXXX is not helpful. There is an automated system that requires either an account number or social security number. I do not have an account number and the account has not been opened yet so my social is not in their system. The automated system will not let you speak to a human representative under any circumstances I have tried numerous times. When I call the general Citi credit card number they always state they are unable to help and transfer me to the previously stated BestBuy number. I have filed a dispute with XXXX  and the determination of that dispute was the the inquiry was factual and if it was made fraudulently I would need to contact the same BestBuy/Citi number where I am unable to reach a person.","date_sent_to_company":"2020-05-23T21:33:26.000Z","issue":"Incorrect information on your report","sub_product":"Store credit card","zip_code":"61801","tags":null,"has_narrative":true,"complaint_id":"3666016","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-05-23T21:17:11.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["There is an <em>automated</em> <em>system</em> that requires either an account number or <em>social</em> <em>security</em> number. I do not have an account number and the account has not been opened yet so my <em>social</em> is not in their <em>system</em>. The <em>automated</em> <em>system</em> will not let you speak to a human representative under any circumstances I have tried numerous times. When I call the general Citi credit card number they always <em>state</em> they are unable to help and transfer me to the previously <em>stated</em> BestBuy number."]},"sort":[22.130224,"3666016"]},{"_index":"complaint-public-v1","_id":"1817443","_score":22.037954,"_source":{"product":"Credit reporting","complaint_what_happened":"This is the second time I file a complaint against Lexis Nexis Risk & Information Analytics Group Inc. \nI received an adverse action notice from XXXX regarding a recent credit check. They provide the name of the credit reporting agency, Lexis Nexis Risk & Information Analytics Group Inc., as the agency that can provide me with my free credit report. They state that I have 60 days to obtain the report from the date provided on notice, XXXX XXXX, 2016. \nUpon contacting LexisNexis Risk & Information Analytics Group Inc., I was asked to have my social security number, date of birth, zip code, address number, and phone number ready. I provided my social security number to the automated system and the automated system stated that the social security number provided was not able to be verified. I called the number provided, ( XXXX ) XXXX, a second time and received the same message. \nThe contact information provided for LexisNexis Risk & Information Analytics Group Inc. is the following : LexisNexis Risk & Information Analytics Group Inc. \nXXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX I have attached my driver 's license with both my maiden name and married name. \nI have included my social security cards, XXXX with my maiden name and the other with my married name. \nI also included a copy of my most recent utility bill with my maiden name and current address. \nI included a copy of my banking statement with my current address. \nFinally, I attached a copy of the adverse action notice received.","date_sent_to_company":"2016-03-06T21:59:51.000Z","issue":"Unable to get credit report/credit score","sub_product":null,"zip_code":"88005","tags":null,"has_narrative":true,"complaint_id":"1817443","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LEXISNEXIS","date_received":"2016-03-06T21:59:51.000Z","state":"NM","company_public_response":null,"sub_issue":"Problem getting report or credit score"},"highlight":{"complaint_what_happened":["They <em>state</em> that I have 60 days to obtain the report from the date provided on notice, XXXX XXXX, 2016. \nUpon contacting LexisNexis Risk & Information Analytics Group Inc., I was asked to have my <em>social</em> <em>security</em> number, date of birth, zip code, address number, and phone number ready. I provided my <em>social</em> <em>security</em> number to the <em>automated</em> <em>system</em> and the <em>automated</em> <em>system</em> <em>stated</em> that the <em>social</em> <em>security</em> number provided was not able to be verified."]},"sort":[22.037954,"1817443"]},{"_index":"complaint-public-v1","_id":"2964342","_score":21.550304,"_source":{"product":"Debt collection","complaint_what_happened":"The State of California passed legislation that requires every bank who does business in the State to submit every customer 's social security number into an Automated Data Matching System, see sections 17450 - 17456 of the State of California Family Code. The XXXXXXXX XXXX and the Navy Federal Credit Union have submitted my social security numbers into the State of California 's Automatic Data Matching System without first notifying me to opt out, or to dispute, or to challenge these actions in Court. These actions by Navy Federal Credit Union and XXXXXXXX XXXX violate the Gramm-Leach-Bliley Act, Dodd-Frank Act and the Right to Financial Privacy Act. I am entitled by law to be notified first before my non-public information is submitted to any third party. Since late 2013 over {$3000.00} was frozen then taken out of my joint savings account with my son and joint checking account with my wife and in both instances, this was not my money they took. Please enforce the laws that we had Congress pass to protect us from the very activities these banks are doing.","date_sent_to_company":"2018-07-16T20:35:33.000Z","issue":"False statements or representation","sub_product":"Other debt","zip_code":"XXXXX","tags":"Servicemember","has_narrative":true,"complaint_id":"2964342","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NAVY FEDERAL CREDIT UNION","date_received":"2018-07-16T20:30:41.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Indicated you were committing crime by not paying debt"},"highlight":{"complaint_what_happened":["The <em>State</em> of California passed legislation that requires every bank who does business in the <em>State</em> to submit every customer 's <em>social</em> <em>security</em> number into an <em>Automated</em> Data Matching <em>System</em>, see sections 17450 - 17456 of the <em>State</em> of California Family Code."]},"sort":[21.550304,"2964342"]},{"_index":"complaint-public-v1","_id":"13812923","_score":21.530064,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received an alert from XXXX who I have identity monitoring with, on XX/XX/year>. I called XXXX and logged into my account, saw that the merchant involved was Citibank. After speaking with XXXX I called XXXX - XXXX different Citibank numbers, spoke to a representative who checked their system using my name, last XXXX of SSN, current and past addresses and phone numbers, then also went through their automated system using my social security number, phone number and another option to see if an account was open in my name. Both the live representative and the automated system stated there were no accounts open in my name. However, I check my mail today XX/XX/year> and there is a brand new Citibank XXXX ready to be activated and also another piece of mail - the pin number for the card! Obviously an account was opened in my name after all! The Citibank rep in the Fraud department named XXXX stated the Incident Reporting Unit will open a case and get back to me within XXXX days. She also stated they will not inform me of any further details of the account and that it has been closed. This is a fail on Citibank 's behalf. How does a live person and the automated system both fail to catch the open account. This is unacceptable in today 's climate of identity theft and cybersecurity!","date_sent_to_company":"2025-05-30T06:46:24.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"27587","tags":null,"has_narrative":true,"complaint_id":"13812923","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-05-30T06:02:18.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened without my consent or knowledge"},"highlight":{"complaint_what_happened":["After speaking with XXXX I called XXXX - XXXX different Citibank numbers, spoke to a representative who checked their <em>system</em> using my name, last XXXX of SSN, current and past addresses and phone numbers, then also went through their <em>automated</em> <em>system</em> using my <em>social</em> <em>security</em> number, phone number and another option to see if an account was open in my name. Both the live representative and the <em>automated</em> <em>system</em> <em>stated</em> there were no accounts open in my name."]},"sort":[21.530064,"13812923"]},{"_index":"complaint-public-v1","_id":"3002755","_score":21.318935,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My debit card was \" duplicated '' and used to place fraudulent charges on my bank account in both mine and another US state ( I have the original card in my possession ). In attempting to place a fraud alert on my accounts with the three credit bureaus, the following problems occurred : XXXX appears to use a third party to take sensitive, identifying information and report the information to them. One must input or say your social security number, name, date of birth and other sensitive, identifying information over the phone or online to an automated system. Experian and XXXX also require the same information, but the information appears to be handled by them. XXXX   announced in XX/XX/2017 that its accounts were hacked. There does not appear to be ANY agency who has a live person available to help a consumer decipher the safety of its accounts. Secondly, why do these companies require a consumer to use their social security number as identification when it clearly states on MY social security card that this number is NOT to be used as identification? Who really protects the consumer with this wide-spread problem? And how do we know our information is secure when reporting online or by automated phone services?","date_sent_to_company":"2018-08-30T12:29:40.000Z","issue":"Identity theft protection or other monitoring services","sub_product":"Other personal consumer report","zip_code":"45440","tags":"Servicemember","has_narrative":true,"complaint_id":"3002755","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-08-27T15:50:14.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["Secondly, why do these companies require a consumer to use their <em>social</em> <em>security</em> number as identification when it clearly states on MY <em>social</em> <em>security</em> card that this number is NOT to be used as identification? Who really protects the consumer with this wide-spread problem? And how do we know our information is secure when reporting online or by <em>automated</em> phone services?"]},"sort":[21.318935,"3002755"]},{"_index":"complaint-public-v1","_id":"17880995","_score":21.054771,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Subject : Unable to Obtain ChexSystems Consumer Report - XXXX Verification Failure I am a lawful U.S. resident attempting to obtain my free annual ChexSystems consumer disclosure report as required under Section 612 of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681j. \n\nISSUE : ChexSystems has denied me access to my legally entitled consumer report, citing that their third-party identity verification vendor, XXXX, can not verify my identity through their automated system. \n\nACTIONS TAKEN : 1. I called ChexSystems customer service at XXXX on XX/XX/XXXX XXXX. I was informed that XXXXXXXX XXXX automated verification system failed to verify my identity 3. ChexSystems refused to provide alternative manual verification methods 4. I have a valid state-issued driver 's license, Social Security Number, and lawful U.S. resident status MY SITUATION : I am an lawfully residing XXXX to the United States since XXXX with : - Valid driver 's license ( State : NJ ] ) - Valid Social Security Number - Legal immigration status - Credit score of XXXX - No negative banking history THE PROBLEM : XXXXXXXX XXXX automated system appears to discriminate against recent XXXX who have limited U.S. data history, despite having valid government-issued identification. This creates an unlawful barrier to accessing my consumer report under FCRA. \n\nAdditionally, I have been unable to open savings bank accounts at multiple institutions ( XXXX, XXXX and XXXX to name a few ) due to identity verification failures, which I suspect is related to errors or incomplete information in my ChexSystems file. None o the above mentioned institutions also provided any solutions, I have to figure out what's going on by talking to multiple people, researching on the internet even after explicitly asking what is the issue and how can I address it.To make matters worse, I can not dispute or correct any potential errors because ChexSystems refuses to provide me with my report. \n\nWHAT I'M REQUESTING : 1. ChexSystems must provide me with my free annual consumer disclosure report as required by law 2. ChexSystems must offer alternative manual identity verification methods that do not solely rely on automated systems that disadvantage recent XXXX 3. Investigation into whether ChexSystems ' reliance on XXXXXXXX XXXX automated system violates FCRA requirements for providing consumer access to reports LEGAL BASIS : Under 15 U.S.C. 1681g, I have an absolute right to obtain disclosure of all information in my consumer file. ChexSystems ' refusal to provide alternative verification methods when their automated system fails appears to violate this statutory right. \n\nI have valid government-issued identification and am willing to provide any reasonable documentation to verify my identity through non-automated means. \n\nThank you for your assistance in resolving this matter.","date_sent_to_company":"2025-12-09T16:01:49.000Z","issue":"Improper use of your report","sub_product":"Other personal consumer report","zip_code":"07306","tags":null,"has_narrative":true,"complaint_id":"17880995","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fidelity National Information Services, Inc. (FNIS)","date_received":"2025-12-09T15:45:52.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["I have a valid <em>state</em>-issued driver 's license, <em>Social</em> <em>Security</em> Number, and lawful U.S. resident status MY SITUATION : I am an lawfully residing XXXX to the United States since XXXX with : - Valid driver 's license ( <em>State</em> : NJ ] ) - Valid <em>Social</em> <em>Security</em> Number - Legal immigration status - Credit score of XXXX - No negative banking history THE PROBLEM : XXXXXXXX XXXX <em>automated</em> <em>system</em> appears to discriminate against recent XXXX who have limited U.S. data history, despite having valid government-issued"]},"sort":[21.054771,"17880995"]},{"_index":"complaint-public-v1","_id":"4313895","_score":20.43486,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Today XX/XX/2021, I received a letter from the XXXX XXXX XXXX XXXX XXXX XXXX stating that \" within the last 12 months we have at least one report that added negative information to your NCTUE file '' and that I have the right to obtain a free copy of my file from them. I contacted the phone number they listed on the card and was answered by an automated system. I followed the prompts, and the system said my request could not be completed. I tried again and got the same result. I tried again and clicked 0 in the hopes I would get a representative, but that line seems to only be automated. \n\nIt gave me instructions to mail a request to the company to receive my free copy. Those instructions were to send a copy of my social security card, a copy of my drivers license, a copy of my utility bill, my DOB, and a list of the addresses I lived at in the last 5 years. To be frank, because their system could not complete my request over the phone, I am already worried that the NCTUE has collected fraudulent information on me, and I will not open myself up to more fraud by sending sensitive documentation to them through the mail. \n\nBecause of this, I really need to get in contact with a real person at the company, not just their limited automated system. I did try to reach them in other ways. Their letter stated they are managed by XXXX but are not owned by XXXX, so I called XXXX  to see if they could direct me to a NCTUE representative, but they only gave me a phone number that went to XXXX  XXXX XXXX, who did not pick up the phone. \n\nI would like to receive my free report ASAP in order to counteract any fraud being committed against me, and I would like to do so without sending them a copy of my Social Security card. I have never heard of this company before and don't trust them to dispose of it properly, especially given their poor service so far. I also think this could have been easily resolved if they had made a representative available.","date_sent_to_company":"2021-04-20T18:03:15.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"804XX","tags":null,"has_narrative":true,"complaint_id":"4313895","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"National Consumer Telecom & Utilities Exchange, Inc.","date_received":"2021-04-20T17:43:52.000Z","state":"CO","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Today XX/XX/2021, I received a letter from the XXXX XXXX XXXX XXXX XXXX XXXX <em>stating</em> that \" within the last 12 months we have at least one report that added negative information to your NCTUE file '' and that I have the right to obtain a free copy of my file from them. I contacted the phone number they listed on the card and was answered by an <em>automated</em> <em>system</em>. I followed the prompts, and the <em>system</em> said my request could not be completed. I tried again and got the same result."]},"sort":[20.43486,"4313895"]},{"_index":"complaint-public-v1","_id":"3147586","_score":20.29401,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I was contacted by text message XX/XX/19 at XXXX AM from XXXX stating FRM : XXXX- Call XXXX SUBJ : Crucial Information. MSG XXXX # XXXX. I called this number and later realized the initial greeting stating \" People 's United Bank   XXXX XXXX  ''. A recording advised my account was suspended and needed to be reactivated. I was on the phone for about 2 minutes and the automated system asked for my bank card number and social security number. I became suspicious and immediately hung up. I then called XXXX ( the number on the back of my card ) and they were not aware of any security breech, the bank was also unable to locate the number I was texted XXXX. The representative called the number as well and indicated that this company is not affiliated with XXXX.","date_sent_to_company":"2019-02-09T19:29:35.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"30102","tags":null,"has_narrative":true,"complaint_id":"3147586","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PEOPLE'S UNITED BANK, NATIONAL ASSOCIATION","date_received":"2019-02-09T19:07:21.000Z","state":"GA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I was contacted by text message XX/XX/19 at XXXX AM from XXXX <em>stating</em> FRM : XXXX- Call XXXX SUBJ : Crucial Information. MSG XXXX # XXXX. I called this number and later realized the initial greeting <em>stating</em> \" People 's United Bank   XXXX XXXX  ''. A recording advised my account was suspended and needed to be reactivated. I was on the phone for about 2 minutes and the <em>automated</em> <em>system</em> asked for my bank card number and <em>social</em> <em>security</em> number. I became suspicious and immediately hung up."]},"sort":[20.29401,"3147586"]},{"_index":"complaint-public-v1","_id":"11718761","_score":20.053465,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I am writing because Ive been sending disputes by mail for the past four months, including all required documents like my Social Security card, utility bill, and ID. But each time I receive a response, it says my dispute wont be investigated because Experian believes its not me submitting them. \n\nIve also been responding to these letters by mail, clearly stating that it is me and asking them to call me, but Im getting nowhere. Ive called each month since XXXX and the automated system keeps telling me I can not connect with a specialist.","date_sent_to_company":"2025-01-23T22:10:03.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"29150","tags":null,"has_narrative":true,"complaint_id":"11718761","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-01-23T21:48:46.000Z","state":"SC","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":["Ive called each month since XXXX and the <em>automated</em> <em>system</em> keeps telling me I can not connect with a specialist."]},"sort":[20.053465,"11718761"]},{"_index":"complaint-public-v1","_id":"4046327","_score":20.048622,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/2021 : Tried to call in a payment on my discover card but their automated system refused to acknowledge me responding \" MAKE A PAYMENT '' despite the fact that my discover card statement clearly states, \" For a faster, easier way to pay ... [ phone symbol ] XXXX '' The first time I called, their representative hung up on me and that was 14 minutes wasted. The second time I called it took me 18 minutes for the representative to accept my payment and he would ONLY accept it as a \" third-party. '' I made a {$9400.00} payment last month and I am trying so hard to give them more money this month but they want you to jump through a million hoops like a dog. \nI gave them my name, address, phone number, social security number and last four digits of my account number. \nThey REFUSED to explain why their automated system will not begin the by-phone payment process when you are clearly stating \" MAKE A PAYMENT. '' Their automated system has been an ongoing problem for over a year. \nPLEASE help stop their excessively oppressive and laborious and tyrannical mistreatment of customers who are trying to give them money. Thank you for any help with this awful company.","date_sent_to_company":"2021-01-04T16:04:50.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"323XX","tags":null,"has_narrative":true,"complaint_id":"4046327","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2021-01-04T15:31:25.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I gave them my name, address, phone number, <em>social</em> <em>security</em> number and last four digits of my account number. \nThey REFUSED to explain why their <em>automated</em> <em>system</em> will not begin the by-phone payment process when you are clearly <em>stating</em> \" MAKE A PAYMENT. '' Their <em>automated</em> <em>system</em> has been an ongoing problem for over a year. \nPLEASE help stop their excessively oppressive and laborious and tyrannical mistreatment of customers who are trying to give them money."]},"sort":[20.048622,"4046327"]},{"_index":"complaint-public-v1","_id":"7113986","_score":19.565329,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have had a free Experian online account for many years. For over a year now, I have been unable to login into my account. My birthdate and social security number are required to get access to resetting passwords and log in, and now my actual credentials no longer work. Still, for the past year, I have been locked out of my account, and their system - Exerpian ( website and phone application ). \n\nAdditionally, the Experian telephone number for support - ( XXXX ) XXXX - is an entirely automated system that does not have any live support to assist with customer issues. Their phone system only offers an AI system and there has been no way to get to any actual people in the company to look into my issues. I have sent several email requests as well and have not gotten any response. \n\nAround the time that I began getting locked out, I did have an issue with my credit accounts being hacked ; money was charged to XXXX of my personal accounts and I had to cancel all my cards and dispute the transactions. Also, I disputed an account of my credit profile as well and have not been able to get an update on it. I also misplaced my wallet last year somewhere in Texas, and it contained my social security card, birth certificate, and driver 's license. I replaced my driver 's license immediately but did not know what to do about my personal documents. I also relocated to XXXX Ohio in XXXX of 2022 and have been a resident of the state since then. I am not certain if any of this has to do with the permanent lock-out of my Experian profile, but I have not been able to get this information to the organization directly. \n\nI am truly concerned about Experian company handling my personal information, especially since my actual birthday and social security number no longer work to get access to my account ; something seems terribly wrong. I am unable to speak with anyone in their company due to their system being purely automated and not having an option for my issues or any times when a real live person is avaiable. Additionally, my credit account could be hacked and I am unable to get that information update.","date_sent_to_company":"2023-06-14T14:32:12.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"44109","tags":null,"has_narrative":true,"complaint_id":"7113986","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-06-14T14:10:06.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["My birthdate and <em>social</em> <em>security</em> number are required to get access to resetting passwords and log in, and now my actual credentials no longer work. Still, for the past year, I have been locked out of my account, and their <em>system</em> - Exerpian ( website and phone application ). \n\nAdditionally, the Experian telephone number for support - ( XXXX ) XXXX - is an entirely <em>automated</em> <em>system</em> that does not have any live support to assist with customer issues."]},"sort":[19.565329,"7113986"]},{"_index":"complaint-public-v1","_id":"9827057","_score":19.562206,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Given the nature of the recent social security number leak, I decided to freeze my credit score at all three reporting companies. Making accounts with XXXX and XXXX was easy, and it took about 20 seconds to freeze my credit with both of them. \n\nOn XX/XX/year> I attempted to make an account with Equifax and was met with an error screen stating : \" We can't complete your request at this time. Please call the Customer Care team ''. \n\nOn XX/XX/year> I tried to call customer support. After initial verification with the automated system, I was left on hold and was unable to reach customer support. I have since tried to make my account multiple times and have run into an error each time, and the phone systems never seem to lead to an actual person.","date_sent_to_company":"2024-08-16T17:25:58.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"145XX","tags":null,"has_narrative":true,"complaint_id":"9827057","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-08-16T17:12:54.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After initial verification with the <em>automated</em> <em>system</em>, I was left on hold and was unable to reach customer support. I have since tried to make my account multiple times and have run into an error each time, and the phone <em>systems</em> never seem to lead to an actual person."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[19.562206,"9827057"]},{"_index":"complaint-public-v1","_id":"12022557","_score":19.352045,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I sent Experian a letter notifying them that my credit report includes incorrect names : XXXX XXXX XXXX XXXX XXXX XXXX they sent me a letter stating that they could not find my information after I gave them my social security number and license by mail. I have an experian account using my information and have a report online so this is not correct. In addition, when I tried to contact them using the phone number they provided their automated system does not allow you to speak to someone when you state you have a dispute, name dispute, complaint etc. It just hangs up on you and say go to the help line online which than runs you in a circle and says that they can not do a name dispute online and you need to contact them by phone or by letter which I have already did. There is no option for me to fix an incorrect name on my report? \n\nWhen I was trying to reach someone on the phone through the automated system it may have incorrectly placed a fraud alert on my account. If so, remove this also, however, it may not have did so. I repeat I did not request a fraud alert on my account I am trying to get experian to correct my credit report with a wrong name.","date_sent_to_company":"2025-02-10T15:38:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"55125","tags":null,"has_narrative":true,"complaint_id":"12022557","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-02-10T15:27:56.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["I sent Experian a letter notifying them that my credit report includes incorrect names : XXXX XXXX XXXX XXXX XXXX XXXX they sent me a letter <em>stating</em> that they could not find my information after I gave them my <em>social</em> <em>security</em> number and license by mail. I have an experian account using my information and have a report online so this is not correct."]},"sort":[19.352045,"12022557"]},{"_index":"complaint-public-v1","_id":"8791594","_score":19.327602,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Subject : Assistance Needed with Identity Verification and Credit File Access Dear Consumer Financial Protection Agency, I hope this letter finds you well. I am writing to bring to your attention a pressing issue regarding my access to my credit files with XXXX and Equifax. Despite multiple attempts to verify my identity as requested by both companies, I find myself continuously locked out of my credit files, which is causing significant inconvenience and distress. \n\nSince XX/XX/2023, I have diligently submitted the required documents including a letter stating my full name, social security number, date of birth, along with supporting documents such as my utility bills, driver 's license, and social security cardon XXXX separate occasions to each company via both their online upload portals and traditional mail services. \n\nRegrettably, despite my efforts, I have been informed by representatives that they are unable to locate the documents submitted. This lack of acknowledgement or confirmation from the companies is deeply concerning, especially considering the sensitive nature of the information being provided. \n\nMoreover, the automated phone systems implemented by these companies exacerbate the issue. When attempting to reach a human representative, the system fails to verify my identity, leading to disconnection before I can speak with a live agent. This automated process leaves me in a frustrating loop, unable to resolve my issue or seek assistance. \n\nBeing locked out of my Equifax credit file due to unverified information further compounds the problem, hindering my ability to manage my financial affairs effectively and potentially causing harm to my creditworthiness. \n\nTherefore, I kindly request your intervention in this matter. I urgently need assistance in resolving the identity verification issue with XXXX and Equifax and gaining access to my credit files. Additionally, I seek guidance on how to navigate the automated phone systems to reach a human representative who can provide the necessary support. \n\nYour prompt attention to this matter would be greatly appreciated. I am hopeful that with your assistance, I can swiftly resolve these challenges and regain access to my credit information. \n\nThank you for your time and consideration.","date_sent_to_company":"2024-04-17T16:01:00.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33013","tags":null,"has_narrative":true,"complaint_id":"8791594","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-04-17T15:43:36.000Z","state":"FL","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["Since XX/XX/2023, I have diligently submitted the required documents including a letter <em>stating</em> my full name, <em>social</em> <em>security</em> number, date of birth, along with supporting documents such as my utility bills, driver 's license, and <em>social</em> <em>security</em> cardon XXXX separate occasions to each company via both their online upload portals and traditional mail services. \n\nRegrettably, despite my efforts, I have been informed by representatives that they are unable to locate the documents submitted."]},"sort":[19.327602,"8791594"]},{"_index":"complaint-public-v1","_id":"6588264","_score":19.274164,"_source":{"product":"Checking or savings account","complaint_what_happened":"I received a couple emails about an attempt to open a bank account with Bank of America. This occurred on XX/XX/XXXX. I was also enrolled in mobile and online banking but the emails didnt have any account information. \n\nI then received an email stating the account couldnt be opened as a result of lack of identification. \n\nI tried calling the bank but couldnt make it past the automated systems. \n\nOn XX/XX/XXXX, I received a statement in the mail for a short period from Bank of America, XX/XX/XXXX to XX/XX/XXXX. There wasnt a balance in the account. \n\nI tried calling again but couldnt make it past the prompts without my social security number. I refused to enter that.","date_sent_to_company":"2023-02-18T23:04:38.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"60432","tags":null,"has_narrative":true,"complaint_id":"6588264","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-02-18T22:51:33.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account opened as a result of fraud"},"highlight":{"complaint_what_happened":["I then received an email <em>stating</em> the account couldnt be opened as a result of lack of identification. \n\nI tried calling the bank but couldnt make it past the <em>automated</em> <em>systems</em>. \n\nOn XX/XX/XXXX, I received a statement in the mail for a short period from Bank of America, XX/XX/XXXX to XX/XX/XXXX. There wasnt a balance in the account. \n\nI tried calling again but couldnt make it past the prompts without my <em>social</em> <em>security</em> number. I refused to enter that."]},"sort":[19.274164,"6588264"]},{"_index":"complaint-public-v1","_id":"4472685","_score":19.264376,"_source":{"product":"Debt collection","complaint_what_happened":"Sequium Asset Solutions placed an account for collections on my credit report for {$780.00}. I have never heard of this company. I was never notified of any accounts in collections. So, upon seeing the information, I contacted to company. The automated system stated I had an account balance of {$100.00} so I requested to speak with a representative. They were unable to locate an account using my name, telephone number or ever social security number. I spoke with 3 different representatives. Nothing! The last representative stated she was speaking with a supervisor and placed me on hold. I was on hold so long that my call went back into que and when it did, I was routed to XXXX XXXX Help Line. This company is a SCAM! I need there information removed from my report ASAP!","date_sent_to_company":"2021-06-18T18:38:14.000Z","issue":"Written notification about debt","sub_product":"I do not know","zip_code":"43213","tags":null,"has_narrative":true,"complaint_id":"4472685","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Sequium Asset Solutions, LLC","date_received":"2021-06-18T18:28:59.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Didn't receive notice of right to dispute"},"highlight":{"complaint_what_happened":["The <em>automated</em> <em>system</em> <em>stated</em> I had an account balance of {$100.00} so I requested to speak with a representative. They were unable to locate an account using my name, telephone number or ever <em>social</em> <em>security</em> number. I spoke with 3 different representatives. Nothing! The last representative <em>stated</em> she was speaking with a supervisor and placed me on hold. I was on hold so long that my call went back into que and when it did, I was routed to XXXX XXXX Help Line. This company is a SCAM!"]},"sort":[19.264376,"4472685"]},{"_index":"complaint-public-v1","_id":"12676799","_score":19.26388,"_source":{"product":"Debt collection","complaint_what_happened":"I found out about this on my XXXX credit report. I have never had an account with XXXX as alleged by Jefferson Capital Systems. This is potentially identity theft. I never received notice of this debt in writing, yet it shows on my credit report. I attempted to reach Jefferson Capital Systems by phone, but was only able to receive an automated respondent stating that no customer service agents were available to assist, and asking for my social security number. Details of what shows on my disputed XXXX report are below. This is the second time that a collection has been falsely sent to me based on a XXXX account. \n\nAccount info Account name JEFFERSON CAPITAL SYSTEMS Account number XXXX Account type Debt Buyer Responsibility Individual Date opened XX/XX/XXXX Status Collection account. {$1.00}, XXXX past due as of XX/XX/XXXX. \nStatus updated XX/XX/XXXX XXXX {$1300.00}","date_sent_to_company":"2025-03-26T22:19:01.000Z","issue":"Attempts to collect debt not owed","sub_product":"Telecommunications debt","zip_code":"800XX","tags":null,"has_narrative":true,"complaint_id":"12676799","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2025-03-26T22:06:03.000Z","state":"CO","company_public_response":null,"sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["I have never had an account with XXXX as alleged by Jefferson Capital <em>Systems</em>. This is potentially identity theft. I never received notice of this debt in writing, yet it shows on my credit report. I attempted to reach Jefferson Capital <em>Systems</em> by phone, but was only able to receive an <em>automated</em> respondent <em>stating</em> that no customer service agents were available to assist, and asking for my <em>social</em> <em>security</em> number. Details of what shows on my disputed XXXX report are below."]},"sort":[19.26388,"12676799"]},{"_index":"complaint-public-v1","_id":"2598229","_score":19.169527,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"In XX/XX/XXXX and XX/XX/XXXX, I attempted to use the automated system to make my auto payment with Chase ( as I have done for over two years ). Chase has put a restriction which prevents me from making my payment. This is because I requested they stop calling me at work. I called the number in XX/XX/XXXX, verified my account, social security number and make of vehicle. A Chase representative answers the telephone. I provide the same information again. The representative would not assist me because I would not give him my full birth name. This should be easily verified, since Chase states they record telephone conversations. There is nothing in my agreement that state I have to give you my birth name, especially since I provided my first and last name, social security number, account number and make of vehicle. The person then hung up on me. Chase denied me making the payment on time, because I requested they stop calling me at work.","date_sent_to_company":"2017-08-08T15:21:23.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"75038","tags":null,"has_narrative":true,"complaint_id":"2598229","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-08-08T15:06:30.000Z","state":"TX","company_public_response":null,"sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["In XX/XX/XXXX and XX/XX/XXXX, I attempted to use the <em>automated</em> <em>system</em> to make my auto payment with Chase ( as I have done for over two years ). Chase has put a restriction which prevents me from making my payment. This is because I requested they stop calling me at work. I called the number in XX/XX/XXXX, verified my account, <em>social</em> <em>security</em> number and make of vehicle. A Chase representative answers the telephone. I provide the same information again."]},"sort":[19.169527,"2598229"]},{"_index":"complaint-public-v1","_id":"1467892","_score":19.162287,"_source":{"product":"Credit card","complaint_what_happened":"We called Capiital One Bank at XXXX at XX/XX/XXXX on XX/XX/2015. We were asked question from the automated system including credit card number, social security number ( last XXXX ), security question, date of birth. After providing these answer we requested to speak to a 'representative '. The system responded that sorry we a closed, please call back during normal business hours. This seems wrong. We called back and were directed to someone in XXXX XXXX. \n\nWe called a third time and spoke to several people at Capital One who did not understand the seriousness of information being provided to a department /organization that should not have my personal information. \n\nFurther, when we called again, my wife spoke to someone who attempted to assist. They spoke a short while, and then handed me the phone. The Capital One employee, XXXX, then told me her name and said that we were on a recorded phone line. Interestingly there was no announcement to my wife about that the call was being recorded. \n\nWe called again, and we recorded the phone call, the automated system DID NOT report that we were on a recorded line. We spoke to a representative who further DID NOT state that we were on a recorded line. We reported to the representative that we were recording their conversation. \n\nIt is my understanding that when the Bank must state that calls are being recorded when they may be recorded. \n\nOur attempts to get someone from Capital One bank to be concerned over either issue was unsuccessful. \n\nWe are concerned that : The Capital One Bank phone / computer system has been compromised and provides outsiders with personal information that could risk my identity. \n\nWe are concerned that Capital One telephone banking does not provide information regarding when calls are being recording.","date_sent_to_company":"2015-07-15T22:26:20.000Z","issue":"Privacy","sub_product":null,"zip_code":"20902","tags":null,"has_narrative":true,"complaint_id":"1467892","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2015-07-14T20:07:51.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We were asked question from the <em>automated</em> <em>system</em> including credit card number, <em>social</em> <em>security</em> number ( last XXXX ), <em>security</em> question, date of birth. After providing these answer we requested to speak to a 'representative '. The <em>system</em> responded that sorry we a closed, please call back during normal business hours. This seems wrong. We called back and were directed to someone in XXXX XXXX."]},"sort":[19.162287,"1467892"]},{"_index":"complaint-public-v1","_id":"3437489","_score":19.157404,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"In XX/XX/XXXX, I was contacted by email by the company Credit Acceptance regarding a vehicle purchase from their dealership in Arizona. I responded to the email with inquiry as to how a vehicle was purchased in my name when I don't possess a driver 's license and have never been to the state of Arizona. \nI was sent a packet with the loan details inside with address on the contract as : XXXX XXXX, XXXX XXXX XXXX, XXXX, Arizona XXXX. The seller information as : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, Arkansas XXXX. The information on the vehicle as : Used XXXX XXXX XXXX XXXX XXXX - Color ( White ) - VIN - XXXX - Odometer Reading - XXXX. \nThe company also sent a fraud packet for me to complete however they need me to provide my identification card and social security card copies because the account could not be pulled up on the automated system by my social security number. Also, the person whose name is on all of the documentation no longer works for the company.","date_sent_to_company":"2019-11-13T21:07:10.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"94107","tags":null,"has_narrative":true,"complaint_id":"3437489","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CREDIT ACCEPTANCE CORPORATION","date_received":"2019-11-13T20:42:46.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Fraudulent loan"},"highlight":{"complaint_what_happened":["The company also sent a fraud packet for me to complete however they need me to provide my identification card and <em>social</em> <em>security</em> card copies because the account could not be pulled up on the <em>automated</em> <em>system</em> by my <em>social</em> <em>security</em> number. Also, the person whose name is on all of the documentation no longer works for the company."]},"sort":[19.157404,"3437489"]},{"_index":"complaint-public-v1","_id":"2963181","_score":19.147547,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX, someone was able to gain access to our checking account, create an XXXX XXXX card, and make an online purchase {$10000.00} from the XXXX XXXX at the XXXX XXXX XXXX Store in XXXX XXXX XXXX. They were able to do this by requesting a temporary daily purchase limit to {$11000.00} once they gained access to our account. \n\nOn XX/XX/XXXX, I noticed the purchase on our account when doing my weekly check of the checking account. I made a claim on the day to recover our money. We told them that my wife received two strange phone calls on her cell phone on Saturday, XX/XX/XXXX at XXXX and XXXX XXXX. She called the numbers back and at the time, we thought she may have provided her social security number to an automated system that the scammer created. Bank of America provided a claim number ( XXXX ) and stated that it would take two weeks to do the research and provide a resolution. \n\nOn XX/XX/XXXX, we received a letter stating that our claim was denied because it wasn't fraud because my wife provided her social security number to the perpetrator of the scam. I asked for an appeal because since then we gained more clarity of the situation with the phone calls. I faxed and mailed a letter with this discover which will be attached to this CFPB complaint. I will summarize the contents of the letter below : 1. As I stated, my wife received two phone calls at XXXX in the XXXX on XX/XX/XXXX. The first number was ( XXXX ) XXXX. This number is the main toll-free number from Bank of America. However, Bank of America stated that they would never call a client at that time of the morning. So, it is our assumption that this number was \" spoofed '' by the perpetrator. The next call, which was a minute later, was from a XXXX area code. None of these calls were answered. \n\n2. At XXXX and XXXX, my wife called these numbers back. She called the XXXX area code phone number first. It was was a bad number, so there was no answer. Then, she called the ( XXXX ) XXXX, which is the Bank of America main toll-free number. The automated system that she provided information to was Bank of America 's. The phone records and cell phone log are appended to the letter which is attached to this complaint. \n\nIn conclusion, we were denied because it was believed that my wife provided her information to the third party. However, we believe that this is the wrong conclusion because the information she provided was the Bank of America automated system at XXXX on XX/XX/XXXX. I am asking that the denial be reversed and our money be reimbursed due to the fraud on our account.","date_sent_to_company":"2018-07-15T00:20:55.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"77095","tags":"Servicemember","has_narrative":true,"complaint_id":"2963181","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2018-07-14T23:23:47.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["She called the numbers back and at the time, we thought she may have provided her <em>social</em> <em>security</em> number to an <em>automated</em> <em>system</em> that the scammer created. 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