{"took":115,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":151,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"1817443","_score":28.497215,"_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 <em>provided</em> 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 <em>provided</em> 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 <em>provided</em> was not <em>able</em> to be verified."]},"sort":[28.497215,"1817443"]},{"_index":"complaint-public-v1","_id":"2963181","_score":25.993364,"_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 <em>provided</em> her <em>social</em> <em>security</em> number to an <em>automated</em> <em>system</em> that the scammer created. Bank of America <em>provided</em> a claim number ( XXXX ) and <em>stated</em> that it would take two weeks to do the research and provide a resolution. \n\nOn XX/XX/XXXX, we received a letter <em>stating</em> that our claim was denied because it wasn't fraud because my wife <em>provided</em> her <em>social</em> <em>security</em> number to the perpetrator of the scam."]},"sort":[25.993364,"2963181"]},{"_index":"complaint-public-v1","_id":"6320766","_score":23.082254,"_source":{"product":"Checking or savings account","complaint_what_happened":"Bank of America opened an account online without verifying who was opening the account... it was opened using my middle name and previous last name. When I attempted to call after receiving an email alert, I couldn't get through bc I didn't have an account number and their automated system kept hanging up on me. When I did reach them, they've hung up on me several times and refused to explain how they allowed an account to be opened under a name that didn't match the current check systems and credit bureaus reports nor would they explain how they opened an account without identifying the account opener ... additionally they still have not provided any documentation stating the account has been closed or given me any information that a case has been opened. \n\nI don't know if other accounts were opened in my name before I was able to get my credit reports frozen and I still don't know if my general email was hacked or if it was my social security number since no inquiries hit my credit reports on the day of the account opening.","date_sent_to_company":"2022-12-14T23:29:03.000Z","issue":"Opening an account","sub_product":"Other banking product or service","zip_code":"48423","tags":"Servicemember","has_narrative":true,"complaint_id":"6320766","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2022-12-14T23:16:09.000Z","state":"MI","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 don't know if other accounts were opened in my name before I was <em>able</em> to get my credit reports frozen and I still don't know if my general email was hacked or if it was my <em>social</em> <em>security</em> number since no inquiries hit my credit reports on the day of the account opening."]},"sort":[23.082254,"6320766"]},{"_index":"complaint-public-v1","_id":"3453744","_score":21.904133,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, I attempted to temporarily remove the freeze on my Equifax credit report online, but was unable to do so. I then called Equifax 's automated security freeze number, went through the security verification process and was still unable to temporarily remove the security freeze on my account. Next, I called the customer services number, ( XXXX ) XXXX, specified on Equifax 's website to request they temporarily remove the security freeze from my report. The agent asked for my full name and social security number and my full current address. I told him I have my unlock PIN, which he informed Equifax no longer uses to freeze/unfreeze reports. So, instead, he asked me various questions which \" only I would know '' pertaining to my credit report. \n\nThe agent asked me to list off all credit/department store cards I have ever had, as listed on my report and estimated balances of those accounts as they would appear on my report. Fortunately, I was/am able to access my Equifax credit report through XXXX, so was able to provide the agent with all of the cards and balances as they appear on my report. He then asked me to provide him with the dates and amounts of last payments made to my credit cards, which I read off to him from my XXXX Bank Online Banking platform. Finally, he asked if I had ever disputed the information on my credit report and when. I stated I believed I had disputed a \" late payment '' as reported by Bank XXXX XXXX, but was unsure of the date, as it was some time ago. \n\nThe agent then processed the information I provided and informed he was unable to verify my account. I am consistently able to lock and unlock my reports with both XXXX and XXXX with ease, however always run into trouble with Equifax. Usually, I am able to process my request with Equifax by calling into their automated security freeze telephone system, however this time none of the three methods attempted worked. \n\nEquifax was responsible for my information being leaked during their 2017 Data Breach. As a result, I have spent countless hours ensuring my financial information was secure and have been victim to thousands of dollars worth of attempted fraudulent transactions on my bank/credit card accounts. Given this, the fact that they are unable to verify my credit report details as belonging to me is extremely disturbing -- unacceptable, really. \n\nHaving reasonable and easy access to one 's credit report is vital in order to successfully apply for credit. Instead, Equifax is making me send them a copy of my Drivers License and Social Security Card via fax ( NOT SECURE ) for them to verify my identity and unfreeze my account. \n\nA company so incompetent should not be allowed to continue to exist and regulate the financial reporting of millions of Americans.","date_sent_to_company":"2019-11-29T22:06:16.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"90024","tags":null,"has_narrative":true,"complaint_id":"3453744","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-11-29T21:36:25.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I then called Equifax 's <em>automated</em> <em>security</em> freeze number, went through the <em>security</em> verification process and was still unable to temporarily remove the <em>security</em> freeze on my account. Next, I called the customer services number, ( XXXX ) XXXX, specified on Equifax 's website to request they temporarily remove the <em>security</em> freeze from my report. The agent asked for my full name and <em>social</em> <em>security</em> number and my full current address."],"issue":["Problem with fraud alerts or <em>security</em> freezes"]},"sort":[21.904133,"3453744"]},{"_index":"complaint-public-v1","_id":"5493617","_score":21.804316,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I was notified on XX/XX/22 via my credit monitoring service that an inquiry was performed via Experian, for a credit card issued by XXXX XXXX XXXXXXXX. I have not applied for credit with XXXX, so knew at that moment that I was the victim of identity theft. I attempted to access my credit file online ( www.experian.com/disputes ) to file a dispute for the inquiry. Upon entering my information ( name, social security, DOB, address ), I received an error message stating that \" Experian was unable to properly identify me from the information provided ''. I called Experian today, XX/XX/22 and was able to successfully place both a freeze and fraud alert on my account, via the automated phone system. I then spoke with an agent who was able to open a dispute for the XXXX inquiry. The rep then transferred me to the person who supposed to fix my online access, so that I could log into the account online to look for additional errors. The agent stated \" that my account had been inactive. She would delete the inactive account and I can create a NEW account ''. I questioned her several times on whether or not I'd be able to create it, since the system was not recognizing the data points that I was entering ( social, DOB, address, etc ). She reiterated that I would have no problems creating a NEW account for online access. I created a NEW account and upon entering my information, I got a message that \" my password cannont contain my email address '' - which it DIDNT! I then had the option to upload several pieces of documents to confirm my identity. I uploaded my government issued driver 's license, and current bank statement confirming my address. I then received another \" error message '', stating \" we were unable to upload your documents successfully '', and a mailing address was provided to mail my documents. I called Experian back and NOW I'm unable to actually get a live person to assist me. As the consumer who is now the victim of identity theft, I should not have to JUMP THROUGH HOOPS to access my account online, to check for inaccuracies! I need someone at Experian, who actually KNOWS WHAT THEY'RE DOING, to fix the issue that's preventing me from logging into my account online, to view my credit report and submit disputes, as necessary.","date_sent_to_company":"2022-04-25T17:58:29.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"28079","tags":null,"has_narrative":true,"complaint_id":"5493617","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-04-25T17:26:48.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":["Upon entering my information ( name, <em>social</em> <em>security</em>, DOB, address ), I received an error message <em>stating</em> that \" Experian was unable to properly identify me from the information <em>provided</em> ''. I called Experian today, XX/XX/22 and was <em>able</em> to successfully place both a freeze and fraud alert on my account, via the <em>automated</em> phone <em>system</em>. I then spoke with an agent who was <em>able</em> to open a dispute for the XXXX inquiry."]},"sort":[21.804316,"5493617"]},{"_index":"complaint-public-v1","_id":"2414898","_score":21.238783,"_source":{"product":"Bank account or service","complaint_what_happened":"I began receiving emails from KeyBank in XX/XX/XXXX of this year. I do not have an account with KeyBank nor have I ever heard of them. \nIn the email, it stated, \" Your Account Has Been Accessed From An Unauthorized Location. Your Online Account Needs Verification Ensure to comlete the verification process correctly to avoid a permanent block on your account. For security reasons imcomplete profiles will be blocked indefinitely ''. \nThis was followed by a link to sign into online banking. I did not click on the link but there was a toll free customer service number, XXXX, which I called XX/XX/2017. The system was automated and I was told to enter either an account number, debit card number, or a social security number which I did not do. Once I was able to speak with a representative I was told to disregard the email and throw any mail away. I again explained how it came to me via email and I did not want my email associated with any account with KeyBank. She asked for my email address and name. I provided this information to her. She did not ask for any other contact information. I was told my concern would be escalated but in the meantime not to reply to any email or click on any link in emails received. She also stated they were having issues with fishing emails. \nI have not received any communication from KeyBank since this date. I need to be sure this was taken care of. This is the second of three different companies I 've received emails from concerning a bank account I do not have.","date_sent_to_company":"2017-04-01T13:40:21.000Z","issue":"Account opening, closing, or management","sub_product":"Other bank product/service","zip_code":"49534","tags":null,"has_narrative":true,"complaint_id":"2414898","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"KEYCORP","date_received":"2017-04-01T13:40:21.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The <em>system</em> was <em>automated</em> and I was told to enter either an account number, debit card number, or a <em>social</em> <em>security</em> number which I did not do. Once I was <em>able</em> to speak with a representative I was told to disregard the email and throw any mail away. I again explained how it came to me via email and I did not want my email associated with any account with KeyBank. She asked for my email address and name. I <em>provided</em> this information to her. She did not ask for any other contact information."]},"sort":[21.238783,"2414898"]},{"_index":"complaint-public-v1","_id":"20681565","_score":20.960392,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, while traveling internationally for business, my card was placed on a XXXX ' fraud security block. I attempted to resolve this immediately through the company 's automated phone system, but was trapped in a non-functional AI loop. \n\nThe AI required a text-message OTP ( One-Time Password ). Because I was international with limited cellular service, I could not receive the codes. When I did have service, the codes consistently arrived XXXX minutes late, rendering them expired, useless, and forcing me to repeat the loop. \n\nThe AI provided no alternative for manual verification or transfer to a human agent, effectively locking me out of my business funds for the entire two-week duration of my trip. \n\nThe system stated that a representative would call me within XXXX to XXXX hours to verify my identity. It has now been over 30 days, and I never received a callback or any communication from the fraud department. \n\nI was only able to finally reach a human agent today ( over 30 days later ) by intentionally staying silent on the line and refusing to provide account details to the AI. This forced a system 'time-out ' that eventually transferred me to a representative. \n\nFurthermore, the banks reliance on an unresponsive AI loop and a 30-day delay for a promised callback created an extreme vulnerability to scams. Because the official verification channel was non-functional, I was left in a position where I was forced to wait for an unverified 'callback ' from someone claiming to be a bank official. This 'algorithmic banking ' approach trains customers to expect and trust unsolicited calls from the bankthe exact tactic used in high-frequency phishing and social engineering attacks. By failing to provide a secure, immediate, and human-led verification path, the company has compromised my security posture as a consumer. \n\nConclusion : The companys security protocols are abusive in that they provide no functional path for identity verification during international travel and fail to honor their own stated timelines for customer support. I was left without access to my financial assets for a month due to systemic negligence.","date_sent_to_company":"2026-03-26T16:16:33.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"551XX","tags":null,"has_narrative":true,"complaint_id":"20681565","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-03-26T15:50:13.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["On XX/XX/year>, while traveling internationally for business, my card was placed on a XXXX ' fraud <em>security</em> block. I attempted to resolve this immediately through the company 's <em>automated</em> phone <em>system</em>, but was trapped in a non-functional AI loop. \n\nThe AI required a text-message OTP ( One-Time Password ). Because I was international with limited cellular service, I could not receive the codes."]},"sort":[20.960392,"20681565"]},{"_index":"complaint-public-v1","_id":"3747292","_score":20.298342,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In XXXX, while I was out XXXX shopping, Capital One chose to send multiple texts to my phone verifying if I was the person attempting to make a purchase. Even though I verified, with the phone number that they have on record, they have flagged both my Visa and Mastercard accounts for fraud and demanded that I send them a copy of my actual social security card, which for my protection I am not comfortable with especially since I've received notifications from them before that my information previously provided to them has been possibly compromised. Capital One has also blocked my access to log into their app to make payments on my account, which is how I'd always made my previous payments up to that time, all well before the due date. The representative that I spoke to falsely advise me that I could pay by phone through an automated system and I was advised that I would get my statement in the mail which I haven't. However, Capital One does manage to consistently send me notifications that my bill is due through email with links to pay which do not worked because they have me locked out of my account. For the Mastercard account I do receive an email the day before the due date of the account which has a direct payment link, so I have been able to keep the payments up to date for that particular account. Capital One is, however, not sending me the same option to pay for the Visa account. They've also stated that they are sending me a paper statement which is untrue, they are sending statements to my email address. ( please see attachment ) This account has now become grossly past due and is reflecting badly on my credit report. I've contacted the XXXX XXXX XXXX   and Capital One sent a response that I was able to pay by phone. When I called today, XX/XX/20, at XXXX, I was refused service through the automated system by their representative. I've advised them that for identity protection purposes I will also not be providing my bank account information to a person. At this point I don't even want their cards anymore, I just want to be allowed the opportunity to have my credit report corrected and access to make payment online or by phone through the automated system, or, if they truly believe it as a fraudulent account, have them cease reporting it to the credit bureaus as an account that I am responsible for as it has caused a sharp decline in my credit score.","date_sent_to_company":"2020-07-15T20:30:48.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"33127","tags":null,"has_narrative":true,"complaint_id":"3747292","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-07-15T19:46:33.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Even though I verified, with the phone number that they have on record, they have flagged both my Visa and Mastercard accounts for fraud and demanded that I send them a copy of my actual <em>social</em> <em>security</em> card, which for my protection I am not comfortable with especially since I've received notifications from them before that my information previously <em>provided</em> to them has been possibly compromised."]},"sort":[20.298342,"3747292"]},{"_index":"complaint-public-v1","_id":"1356646","_score":20.207617,"_source":{"product":"Credit reporting","complaint_what_happened":"TransUnion is making its customers listen to XXXX minutes of advertisements for paid credit-monitoring services before TransUnion will place a fraud alert on the customer 's file. The way TransUnion describes these paid services is unfair and abusive because consumers have to listen to the advertisement and decline it XXXX before TransUnion will complete the request to place a fraud alert on file. The way the advertisement is presented and the timing of the presentation make it seem like a required part of the process of placing a fraud alert on file. \n\nBackground is as follows. On XXXX/XXXX/15 I called TransUnion to place a fraud alert on my credit file. ( I had just learned my social security number had been stolen and someone was using it. ) I went through TransUnion 's prompts on initiating the fraud alert. \n\nThen, before TransUnion 's automated system said the fraud alert was placed, it played an advertisement for paid credit-monitoring services provided by TransUnion. This ad was about XXXX seconds long and followed by a choice to press \" XXXX '' and order the service or press \" XXXX '' and decline the service. I pressed \" XXXX. '' TransUnion immediately played a XXXX advertisement for the same service, this time XXXX seconds in length and using much more alarming language, again encouraging me to pay for the service. Again I was presented with the choice to press \" XXXX '' to order the service or \" XXXX '' decline it. I pressed \" XXXX. \" Only after I declined the service XXXX did TransUnion 's automated system state that my request to place a fraud alert on file was successful. \n\nTransUnion should not be able to require victims of identity theft to listen to TransUnion 's paid advertisements as the price for placing a fraud alert on their own files. But that is exactly what TransUnion is doing right now.","date_sent_to_company":"2015-05-01T17:30:11.000Z","issue":"Credit monitoring or identity protection","sub_product":null,"zip_code":"60618","tags":null,"has_narrative":true,"complaint_id":"1356646","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2015-05-01T17:30:11.000Z","state":"IL","company_public_response":"Company chooses not to provide a public response","sub_issue":"Problem with fraud alerts"},"highlight":{"complaint_what_happened":["On XXXX/XXXX/15 I called TransUnion to place a fraud alert on my credit file. ( I had just learned my <em>social</em> <em>security</em> number had been stolen and someone was using it. ) I went through TransUnion 's prompts on initiating the fraud alert. \n\nThen, before TransUnion 's <em>automated</em> <em>system</em> said the fraud alert was placed, it played an advertisement for paid credit-monitoring services <em>provided</em> by TransUnion."]},"sort":[20.207617,"1356646"]},{"_index":"complaint-public-v1","_id":"16097049","_score":20.159561,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year> my name was legally changed via court order. \n\nOn XX/XX/year> my drivers license was updated to reflect my legal name. \n\nOn XX/XX/year> the social security administration began processing my name change. \n\nOn XX/XX/year> my hard copy of my updated drivers license arrived by mail. \n\nOn XX/XX/year> my updated social security card arrived by mail. I was able to connect with ( different credit card company ) via their website and process the name change simply by uploading the documents through their secure server. I was able to schedule an appointment with a local branch of my banking institution for tomorrow to bring my documents in and update my name. I was able to submit the documents via scanned email to my HR department to process the name change. \n\nOn this same day, I was unable to locate any useful contact information for capital one on their website. I tried to chat through the online account \" XXXX XXXX XXXX to locate the correct contact information -this was unsuccessful. A XXXX search provided the customer service phone number. I called Capital one and the automated answering system directed me to a call center. I waited on hold for XXXX minutes. The associate who answered the call verified my account and then asked how they could help today. I explained that the name they were calling me is no longer my name, and that I was calling to update my account to my accurate legal name. The associate continued to call me XXXX ( not my name ) throughout the call and speak over me. They said they would give me the email address or fax number to submit my documents. I requested the information be sent to my email or to the capital one secure message system on their app. The associate refused to provide the information. They proceeded to call me again by the wrong name. I requested to escalate to a supervisor because they were unable and/or unwilling to help me. They proceeded to argue that they were not able to provide the information. I then requested to close my account ( I don't carry a credit balance, but I've had this account for 18 years, so I don't really want to take the credit hit but I also don't want to do business with a company who actively works to make doing business unnecessarily difficult and disrespectful ). They asked why I wanted to close the account and I stated because they would not help me, I would like them to escalate my call to someone who can assist, or to begin closing my account. I was then placed on another XXXX minute hold. When the associate returned to the line with their \" supervisor '' the new employee was also unable to unwilling to help me. The new employee stated that they were sorry but they would begin closing my accounts. They then disconnected the call.","date_sent_to_company":"2025-09-24T00:57:03.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"484XX","tags":"Servicemember","has_narrative":true,"complaint_id":"16097049","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-09-24T00:14:18.000Z","state":"MI","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["On XX/XX/year> the <em>social</em> <em>security</em> administration began processing my name change. \n\nOn XX/XX/year> my hard copy of my updated drivers license arrived by mail. \n\nOn XX/XX/year> my updated <em>social</em> <em>security</em> card arrived by mail. I was <em>able</em> to connect with ( different credit card company ) via their website and process the name change simply by uploading the documents through their secure server."]},"sort":[20.159561,"16097049"]},{"_index":"complaint-public-v1","_id":"3360463","_score":19.43866,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I unsuccessfully attempted to obtain a copy of my credit report online. I filled out the required information on the XXXX website. I clicked continue and then another page was displayed informing me that I would have to complete the identity verification process. I was asked to verify the information I had provided which consisted of Name, Date of Birth, Address, and the last four of my social security number ( See Page 1 ). After clicking \" continue '' the next page stated \" Unable to complete your request '' and \" We are unable to confirm your identity ( See Page 2 ). I  was not asked any verification questions I was just sent directly to the page. I then called the phone number ( XXXX ) XXXX and wasted 15 minutes following the prompts before the automated system announced it would not be able to process my request. There was no option to speak with a representative. I will next attempt to mail in a request. My impression from this experience is that XXXX is structured to make the process of requesting a free credit report as difficult as possible. Considering that the three largest credit reporting companies operate this website I am not particularly surprised. They have met the letter of the law by providing this website however the website uses every method available to evade the spirit of the law by not actually providing the credit reports as mandated by federal law. In a final act of buffoonery the site then asks for my name and address to \" help solve problems better '' ( See Page 3 )","date_sent_to_company":"2019-09-02T16:11:26.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"68005","tags":null,"has_narrative":true,"complaint_id":"3360463","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2019-09-02T15:43:47.000Z","state":"NE","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem getting your free annual credit report"},"highlight":{"complaint_what_happened":["I was asked to verify the information I had <em>provided</em> which consisted of Name, Date of Birth, Address, and the last four of my <em>social</em> <em>security</em> number ( See Page 1 ). After clicking \" continue '' the next page <em>stated</em> \" Unable to complete your request '' and \" We are unable to confirm your identity ( See Page 2 ). I  was not asked any verification questions I was just sent directly to the page."]},"sort":[19.43866,"3360463"]},{"_index":"complaint-public-v1","_id":"6422431","_score":18.748238,"_source":{"product":"Checking or savings account","complaint_what_happened":"Around XXXX XX/XX/XXXX, i opened a new Current account Chime account https : //www.chime.com/. I opened the account as it said my deposits were protected by the FDIC as indicated on its website till today \" Chime is a financial technology company, not a bank. Banking services provided by XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Members FDIC ''. \n\nAbout 2 days later, the account was opened and i was able to access it via the mobile app. The account number was XXXX and Routing number was XXXX. \n\nOn XXXX XXXX, i wired {$200.00} into the account which was deposited successfully and verified via the mobile app. \nOn XXXX XXXX, i wired {$1200.00} into the same account which was deposited successfully and verified via the mobile app, totaling {$1400.00} balance. \nNo document was requested from me up to this point. \n\nOn XXXX XX/XX/XXXX, i discovered my account had been closed. I reached out to Chime through phone ( XXXX ) and customer service email XXXX and XXXX detailing the issue. After several follow ups, i finally got the first reply from Chime saying \" During routine security monitoring, we noticed unusual activity with your Chime account, and were reaching out to verify your identity. Your account is on hold until it can be verified. \". They asked for Photos of a valid, government-issued photo ID, such as a Drivers License or State ID card and photo of a secondary form of ID ( i.e., passport or signed Social Security card ) . \n\nIn response, i provided my international passport data page as well as my green card ( I do not have a state ID ). My reply was never acknowledged. I followed up and on the XXXX XXXX, they replied with an automated email that asked for more documents : New photos of a valid, government-issued photo ID, such as a Drivers License or State ID card, photo of a secondary form of ID ( i.e., passport or signed Social Security card , Proof of address ( i.e., full page of a utility bill dated within the last 60 days ). \n\nBetween the XXXX and XXXX XXXX, i called everyday spending about 45-1hr on the phone. They would \" transfer you to support specialist '' from one person to the other. After about the 5th call, i realized what they were doing. They seem to have an internal system that cut the phone off if the call had been on for a certain number of minutes. So the agent 's purpose was to delay you until that time reached and you got cut off. Each time, i just got the same automated email asking for documents. I have sent more documents but the more i sent the more emails i got. I don't believe they look at those emails or interested in refunding my money. \n\nI eventually got exhausted and gave up. XXXX  XXXX XX/XX/XXXX, I called again and they did exactly the same thing. They \" checked '' for about 30 minutes and transfferred me to \" an account specialist '' who was basically a restart of the whole process. They kept me on for about 15 mins and the call got cut off. Not sure what to do but it shouldn't be legal that a company would take money, add no value and keep it to themselves. \n\nCan you please help? I just need a check of {$1400.00} sent to the address on file on their record.","date_sent_to_company":"2023-01-10T17:36:57.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"6422431","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-01-10T17:05:39.000Z","state":null,"company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["In response, i <em>provided</em> my international passport data page as well as my green card ( I do not have a <em>state</em> ID ). My reply was never acknowledged."]},"sort":[18.748238,"6422431"]},{"_index":"complaint-public-v1","_id":"15146960","_score":18.557358,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"On Thursday, XX/XX/XXXX, I downloaded the Venmo app and created an account so that a friend could send me money needed to pay bills. I had trouble signing up with my primary phone number, so I used a secondary one to create my account using all my government information. The process went fine and my friend was then able to send me XXXX XXXX. I was also able to successfully link my debit card and bank account to Venmo so that I XXXX instantly transfer my funds there to pay my bill. However, when I attempted to do so I was met with error messages. I went to the help section of the app and was met with an AI bot that, when asked why my funds could not be instantly transferred gave me a list of reasons all suggesting the app could not verify my identity and that I try a bank transfer, which Venmo states would take up to 3 business days. When I tried to ask for a human agent, I was not given one and was redirected to the Venmo website. After this, I provided my social security number to the app, which was not beforehand required, so that they could further verify my identity. I also checked my email for emails from Venmo stating that they had this problem and perhaps offering a solution, but there were none. The only emails I have from Venmo are the ones to help me create and then confirming my account creation. There were no prompts to further verify my identity or requesting that I further verify my identity before receiving the XXXX XXXX  transaction from my friend, nor any preventions of the money being sent before I was XXXX from transferring the money to my account. I am in desperate need for assistance, so I tried my luck doing a bank transfer. The transaction appeared that it went through, however, I received a message afterwards stating that it might not possibly go through. A few minutes afterwards, the XXXX XXXX  returned to my Venmo balance. I attempted at the bank transfer again, and the balance went to XXXX  but shortly afterwards returned to XXXX XXXX  again. At this point, I tried a last ditch effort to get a Venmo bank card as the app suggests, hoping it meant that there was at least XXXX more way that I could utilize the funds gifted to me. When I attempted to do so, the app declined my attempt stating again that it could not verify my identity. I then checked my email again or for any ways for the app to get what it needed for me, such as an ID or other documents, to verify my identity. However Venmo had not sent me an email and when I went to the identity verification settings it only said we could not verify your identity. If you think theres been a mistake, please contact support. You wont be able to use Venmo for now, but you can transfer any remaining Venmo balance to your bank. I attempted to transfer my funds to my XXXX XXXX last time, and again, it refused to send them. I then went to the Venmo customer service website link and called the number suggested for customer service agent support. However, I was met with an automated response and when I asked verbally to speak to a live agent I was not met with any response. The call line was not set up to respond to my voice and would not do so. I then tried every option given my the automated agent and was met with further automated responses and there was no option to speak to a live agent. Every option ended in seeking further customer support through the Venmo website if needed. As a last ditch effort, I contacted the live agent line listed for Venmo credit and debit card holders and was finally met with a live agent. This agent asked how I could be helped, and I stated that my funds were being held XXXX by the app and I just needed assistance accessing them as I feared losing them entirely. This agent told me that he could not help me, but that he could give me the number that would assist me and then transfer me to an agent who could. I gratefully agreed, jotted the number given to me down and then waited to be transferred. When I was transferred I was sent to the same automated response system I initially called. I tried calling back the live agent credit line number once more and was met with a different live agent. I repeated my issue and the live agent responded identically to the previous agent. This time, I interjected and asked politely that she only transfer me to a live agent who could assist me with my issue and give me a number that would connect me to live agents as the one given to me before could not help me and was full of automated responses. The agent gave me a different number and transferred me again, however I was connected to the same exact automated system. I hung up and tried calling the different number she gave me and when I did, I was sent to the same exact automated system again. These phone numbers were : XXXX, XXXX and XXXX. Each number brings you to the same exact automated response system which is not set to further assist with any issues, just state Venmo policy and redirect me to the Venmo help center website. At this point I felt at a loss and fear my funds will be stolen from me, as when I tried to troubleshoot the issue myself through XXXX  my predicament, I was met with various forums of other victims claiming their funds were ultimately taken or that they were refused service.","date_sent_to_company":"2025-08-07T19:34:18.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"30345","tags":null,"has_narrative":true,"complaint_id":"15146960","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2025-08-07T18:48:33.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["After this, I <em>provided</em> my <em>social</em> <em>security</em> number to the app, which was not beforehand required, so that they could further verify my identity. I also checked my email for emails from Venmo <em>stating</em> that they had this problem and perhaps offering a solution, but there were none. The only emails I have from Venmo are the ones to help me create and then confirming my account creation."]},"sort":[18.557358,"15146960"]},{"_index":"complaint-public-v1","_id":"9483576","_score":17.991888,"_source":{"product":"Prepaid card","complaint_what_happened":"The XXXX  XXXX XXXX Department utilizes a prepaid Money Network card to disperse Unemployment Insurance benefits. On XX/XX/2024, I was supposed to receive my payment of {$900.00} from the XXXX on my Money Network account. When I awoke, I checked my balance, and it said {$30.00}. I tried repeatedly to log on to my Money Network account to verify that this was correct. After many attempts to log into the application ( which rarely works ), I was finally successful. I was able to verify that my balance was indeed only {$30.00}. However, the app wasn't allowing me to access the transaction history. Finally, the next day I was able to get the transaction history and verify that {$860.00} was transferred to an account that was not mine. I desperately tried to call Money Network, but their automated system would not recognize my debit card number, social security number, or birthdate. I tried for several days to get ahold of Money Network, but there was no way to get through to a customer service representative without verifying your information over the automated system. I promptly logged on and changed the password and bank account information on my profile with Money Network. I reached out to the XXXX every day, but if you call right at XXXX am when the XXXX Offices open, there is already a full cue for the day, and they can not take your call, and the call is disconnected. I then reached out via the Contact Us link on the XXXX website, however, there is no pre-selected topic for this issue. I tried submitting XXXX separate questions asking what I should do, with not able to get ahold of Money Network. Both responses stated in a form letter-type format that I needed to contact Money Network XXXX I was getting nowhere! Finally, after several days of trying I was able to get through to Money Network on XX/XX/2024. The representative filed the claim and provided me with the instructions to submit the documentation needed. She stated that she was going to close out the debit card and issue me a new one. I finally received the new card and called to activate it on XX/XX/2024. That day, I had also received a provisional credit of {$860.00}. I was informed that my account was on hold, and they would not be able to activate the card. They said that the previous representative should have closed my account and issued a check, which would take XXXX additional days to receive. I explained that I have been without these funds since XX/XX/2024, and I need to make my car payment, buy medications, and pay rent, and that they are holding my money hostage. I stated that they should have contacted me when the account was placed on hold on XX/XX/2024, instead of me having to wait til XX/XX/2024 to find out. I asked if, since they were the ones who mismanaged my account if they could remove the hold, and allow me to transfer the remaining funds out of the account and then they could close it, or if they could expedite the check, as I have already had to wait 16 days to receive my funds. They would just repeatedly state that it's against policy to do that. I explained the Americans with XXXX XXXX, and how they are required by federal law under the XXXX to provide a reasonable accommodation to those with a protected XXXX, and proceeded to explain that my requests are not unreasonable and do not cause fundamental harm or financial burden upon Money Network. I was transferred to a supervisor, who then informed me that they would submit a request to have a member of management give me a call back within XXXX hours. I called back on XX/XX/2024, after not getting that callback, to discover that no resolution had been made, and to state that no one had attempted to contact me. No missed calls, no voicemail, nothing. They issued me the check, closed the account, and submitted another request to have a manager call me back. Why is there no accountability with the XXXX or Money Network?","date_sent_to_company":"2024-07-11T18:17:05.000Z","issue":"Problem getting a card or closing an account","sub_product":"Government benefit card","zip_code":"93101","tags":null,"has_narrative":true,"complaint_id":"9483576","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2024-07-11T17:37:22.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["I was <em>able</em> to verify that my balance was indeed only {$30.00}. However, the app wasn't allowing me to access the transaction history. Finally, the next day I was <em>able</em> to get the transaction history and verify that {$860.00} was transferred to an account that was not mine. I desperately tried to call Money Network, but their <em>automated</em> <em>system</em> would not recognize my debit card number, <em>social</em> <em>security</em> number, or birthdate."]},"sort":[17.991888,"9483576"]},{"_index":"complaint-public-v1","_id":"1984601","_score":17.858105,"_source":{"product":"Credit reporting","complaint_what_happened":"I have contacted XXXX several times over the last several months disputing the above account for which they are inaccurately reporting to the credit bureaus. I have submitted written letters via USPS and electronic disputes requesting complete validation of the account, debt owed and my responsibility to pay said debt. I have called the customer service line multiple times and when I enter my social security number in the automated system it states the office is closed and I 'm calling during their stated business hours. After the phone disconnects and I call back and wait for a representative without entering my social then someone finally comes on the line after extended wait periods. Before I 'm even able to get the entire reason for my call my call is disconnected. I 've encountered this for almost 2 months now. Finally on XXXX XXXX, 2016 I was able to get the entire reason for my call out and the representative informed me that XXXX XXXX no longer had my account and the only information they have regarding my account is the balance owed of {$530.00}. She gave me the number of the collection agency to contact to pay the debt, XXXX XXXX XXXX XXXX. I contacted XXXX collection agency and spoke to XXXX XXXX who also informed me that they XXXX is a credit reporting agency but do not have access to report to the credit bureau. She stated they purchased the account from XXXX XXXX but only have the amount owed and no information regarding the open/close date of the accounts, any fees incurred, transactions, payments made or the validity of the debt. She stated she could send me a letter with the balance but nothing else. I have made several attempts to get accurate information and validity of this debt. I have disputed with all three CRAs and have requested information to validate this debt. Neither the CRAs or XXXX have provided me with accurate information after multiple disputes. The Credit Reporting Agencies state that they do not require Collectors to submit documents for accounts and even with disputes that they are n't required to have that information to validate debts. I 'm confused how this could be a process as I do n't even know what XXXX is stating I owe {$530.00} for. This situation as you can imagine is causing me XXXX as well as continued denials for additional credit.In all of my previous letters I have asked for an investigation into this matter and a full copy of all accounting documentation of this reported account be furnished to me. I have also made them aware that I was in full dispute over this account. To date, I have not received anything that supports that the account the yet they continue to report incorrect negative information to the credit bureaus. XXXX has failed or refused to send the legally required validation documentation of this account, my obligation to pay and the debt.","date_sent_to_company":"2016-06-27T20:25:50.000Z","issue":"Credit reporting company's investigation","sub_product":null,"zip_code":"76063","tags":null,"has_narrative":true,"complaint_id":"1984601","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2016-06-24T04:36:49.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"No notice of investigation status/result"},"highlight":{"complaint_what_happened":["I have called the customer service line multiple times and when I enter my <em>social</em> <em>security</em> number in the <em>automated</em> <em>system</em> it states the office is closed and I 'm calling during their <em>stated</em> business hours. After the phone disconnects and I call back and wait for a representative without entering my <em>social</em> then someone finally comes on the line after extended wait periods. Before I 'm even <em>able</em> to get the entire reason for my call my call is disconnected."]},"sort":[17.858105,"1984601"]},{"_index":"complaint-public-v1","_id":"4735715","_score":17.840181,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have notified and requested from all three credit reporting agencies Equifax, XXXX, XXXX through several certified letters and documents, that they accounts I requested by verified. I have been told that items were verified. I asked how is that possible when these were in fact not verified and put into a ( automatic Data process ) system with the use of E- Oscar codes that do not verify human to human.? These letters have been sent to the credit reporting agencies and have come back verified. How can something that's a Government public record be verified if the court system does not verify public records. Also the Pacer system does not guarantee the accuracy or truthfulness nor that what is on its website is accurate as stated on their website which is enclosed. These credit bureaus are fraudulently reporting information on my credit report and refuse to remove it. According to the FCRA the CRA is suppose to remove the item described until a complete investigation is complete. I have spoken to XXXX and is also listed on their website and also disclosed that any information that they report may not be 100 % correct. Equifax states that the information received from them is accurate and correct. XXXX that the information is verified but would not disclose who the data furnisher was. XXXX states that any and all public information is reported to the CRAS. I have not signed any disclosure or release of information documents. Their are several violations that are being violated and these bureaus refuse to abide by. \n\n( Privacy Act of 1974 5 usc 552a Public Records Act 31usc 3711 ( e ) 15 USC 1681b ( a ) ( 2 ) Commercial purpose declaration 42.56.070 ( 8 ) OCR, E-ocar, Pacer are automated systems all the credit reporting agencies put in are ( dispute codes ) 019- included in bankruptcy or another person XXXX account included in bankruptcy 105 dispute dates of last payment/opened/ billing/ closed 106 dispute payment history Pacer is a government website that is not suppose to be used for commercial purposes, however the Credit reporting agency is not a government website which uses trade lines to purchase people information and then use it for a commercial purpose. Any information made available to the public could potentially be information captured, stolen, stored in their data base and then sold. These credit reporting agencies have a payment account system used to purchase personal information on a individual. Any Public system that's open to the public could compromise anyone personal information by creating a account and storing information on a computer or database for resale. How do I know any information contained on my credit report was not illegally obtained or purchased if information can not be verified before being reported. None of these named accounts have been verified by a human being, Nor have I signed or authorized release of any information for such. How can a credit bureau give a Social security number to another company for verification? or any other personal information as such? XXXX does not match bankruptcy or any other information to a consumer credit file. I have contacted first XXXX and XXXX XXXX. I was informed by both companies that only electronic information is sent to them and they do not speak to a live person and do not verify human to human. How is any information verified through a automated system? I have not received any physical documentation with my signature that any of these accounts in fact belong to me. All three bureaus report different findings. If all the said information was verified like they say it was, then why are they reporting different things? No physical documentation has been provided or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, able to verify my complete file information including full legal name, address, date of birth, social security number and release of information documents with my inked signature.","date_sent_to_company":"2021-09-20T16:55:19.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"21228","tags":null,"has_narrative":true,"complaint_id":"4735715","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2021-09-20T16:26:32.000Z","state":"MD","company_public_response":null,"sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["No physical documentation has been <em>provided</em> or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, <em>able</em> to verify my complete file information including full legal name, address, date of birth, <em>social</em> <em>security</em> number and release of information documents with my inked signature."]},"sort":[17.840181,"4735715"]},{"_index":"complaint-public-v1","_id":"4735812","_score":17.819775,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have notified and requested from all three credit reporting agencies XXXX, Experian, XXXX through several certified letters and documents, that they accounts I requested by verified. I have been told that items were verified. I asked how is that possible when these were in fact not verified and put into a ( automatic Data process ) system with the use of XXXX XXXX codes that do not verify human to human.? These letters have been sent to the credit reporting agencies and have come back verified. How can something that's a Government public record be verified if the court system does not verify public records. Also the XXXX  system does not guarantee the accuracy or truthfulness nor that what is on its website is accurate as stated on their website which is enclosed. These credit bureaus are fraudulently reporting information on my credit report and refuse to remove it. According to the FCRA the CRA is suppose to remove the item described until a complete investigation is complete. I have spoken to XXXX and is also listed on their website and also disclosed that any information that they report may not be 100 % correct. XXXX states that the information received from them is accurate and correct. XXXX that the information is verified but would not disclose who the data furnisher was. Experian states that any and all public information is reported to the CRAS. I have not signed any disclosure or release of information documents. Their are several violations that are being violated and these bureaus refuse to abide by.\n\n( Privacy Act of 1974 5 usc 552a Public Records Act 31usc 3711 ( e ) 15 USC 1681b ( a ) ( 2 ) Commercial purpose declaration 42.56.070 ( 8 ) XXXX XXXXXXXX XXXX are automated systems all the credit reporting agencies put in are ( dispute codes ) XXXX included in bankruptcy or another person XXXX account included in bankruptcy XXXX dispute dates of last payment/opened/ billing/ closed XXXX dispute payment history Pacer is a government website that is not suppose to be used for commercial purposes, however the Credit reporting agency is not a government website which uses trade lines to purchase people information and then use it for a commercial purpose. Any information made available to the public could potentially be information captured, stolen, stored in their data base and then sold. These credit reporting agencies have a payment account system used to purchase personal information on a individual. Any Public system that's open to the public could compromise anyone personal information by creating a account and storing information on a computer or database for resale. How do I know any information contained on my credit report was not illegally obtained or purchased if information can not be verified before being reported. None of these named accounts have been verified by a human being, Nor have I signed or authorized release of any information for such. How can a credit bureau give a Social security number to another company for verification? or any other personal information as such? XXXX does not match bankruptcy or any other information to a consumer credit file. I have contacted XXXX  XXXX and XXXX XXXX. I was informed by both companies that only electronic information is sent to them and they do not speak to a live person and do not verify human to human. How is any information verified through a automated system? I have not received any physical documentation with my signature that any of these accounts in fact belong to me. All three bureaus report different findings. If all the said information was verified like they say it was, then why are they reporting different things? No physical documentation has been provided or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, able to verify my complete file information including full legal name, address, date of birth, social security number and release of information documents with my inked signature.","date_sent_to_company":"2021-09-20T16:55:34.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"21228","tags":null,"has_narrative":true,"complaint_id":"4735812","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-09-20T16:55:30.000Z","state":"MD","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":["No physical documentation has been <em>provided</em> or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, <em>able</em> to verify my complete file information including full legal name, address, date of birth, <em>social</em> <em>security</em> number and release of information documents with my inked signature."]},"sort":[17.819775,"4735812"]},{"_index":"complaint-public-v1","_id":"4735810","_score":17.800692,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have notified and requested from all three credit reporting agencies XXXX, XXXX, Transunion through several certified letters and documents, that they accounts I requested by verified. I have been told that items were verified. I asked how is that possible when these were in fact not verified and put into a ( automatic Data process ) system with the use of XXXX XXXX codes that do not verify human to human.? These letters have been sent to the credit reporting agencies and have come back verified. How can something that's a Government public record be verified if the court system does not verify public records. Also the Pacer system does not guarantee the accuracy or truthfulness nor that what is on its website is accurate as stated on their website which is enclosed. These credit bureaus are fraudulently reporting information on my credit report and refuse to remove it. According to the FCRA the CRA is suppose to remove the item described until a complete investigation is complete. I have spoken to XXXX and is also listed on their website and also disclosed that any information that they report may not be 100 % correct. XXXX states that the information received from them is accurate and correct. Transunion that the information is verified but would not disclose who the data furnisher was. XXXX states that any and all public information is reported to the CRAS. I have not signed any disclosure or release of information documents. Their are several violations that are being violated and these bureaus refuse to abide by.\n\n( Privacy Act of 1974 5 usc 552a Public Records Act 31usc 3711 ( e ) 15 USC 1681b ( a ) ( 2 ) Commercial purpose declaration 42.56.070 ( 8 ) OCR, E-ocar, Pacer are automated systems all the credit reporting agencies put in are ( dispute codes ) XXXX included in bankruptcy or another person XXXX account included in bankruptcy XXXX dispute dates of last payment/opened/ billing/ closed XXXX dispute payment history Pacer is a government website that is not suppose to be used for commercial purposes, however the Credit reporting agency is not a government website which uses trade lines to purchase people information and then use it for a commercial purpose. Any information made available to the public could potentially be information captured, stolen, stored in their data base and then sold. These credit reporting agencies have a payment account system used to purchase personal information on a individual. Any Public system that's open to the public could compromise anyone personal information by creating a account and storing information on a computer or database for resale. How do I know any information contained on my credit report was not illegally obtained or purchased if information can not be verified before being reported. None of these named accounts have been verified by a human being, Nor have I signed or authorized release of any information for such. How can a credit bureau give a Social security number to another company for verification? or any other personal information as such? XXXX does not match bankruptcy or any other information to a consumer credit file. I have contacted XXXX  XXXX and XXXX XXXX. I was informed by both companies that only electronic information is sent to them and they do not speak to a live person and do not verify human to human. How is any information verified through a automated system? I have not received any physical documentation with my signature that any of these accounts in fact belong to me. All three bureaus report different findings. If all the said information was verified like they say it was, then why are they reporting different things? No physical documentation has been provided or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, able to verify my complete file information including full legal name, address, date of birth, social security number and release of information documents with my inked signature.","date_sent_to_company":"2021-09-20T16:55:34.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"21228","tags":null,"has_narrative":true,"complaint_id":"4735810","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2021-09-20T16:55:30.000Z","state":"MD","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":["No physical documentation has been <em>provided</em> or received. In accordance with the FCRA section 611 15 U.S.C. 1681, challenging questionable information that i have found on my credit report. I request that you investigate the source of these accounts and ascertain that the creditor had a permissible purpose, <em>able</em> to verify my complete file information including full legal name, address, date of birth, <em>social</em> <em>security</em> number and release of information documents with my inked signature."]},"sort":[17.800692,"4735810"]},{"_index":"complaint-public-v1","_id":"6520661","_score":17.530802,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I applied for a credit card with XXXX XXXX XXXX on XX/XX/XXXX and received a hard inquiry for this on that exact date, which I knew would obviously happen. From this date until XX/XX/XXXX I was in communication with them as they sent me letters saying my application was still in process as they needed to verify my identity. Because of another credit card company creating a fraud alert issue on my report, Im now having to get used to credit card companies needing to take extra steps to verify my identity before approving any applications. This means they will typically send me a letter after I apply asking me to send them 1 proof of identity and 1 proof of address. I have no problem doing this if Im obviously the one applying and am usually approved the very next day. \n\nFor this case, when I applied on XXXX XXXX I immediately received an automated message saying credit card application can not be finalized at this time as additional information is required to complete the application process. Because of the above fraud alert issue, I expected this to happen. To help speed up the process, I went ahead and called into their application line [ XXXX at XXXX on XX/XX/XXXX for 7 minutes ] and spoke to their customer service team to ask them what documentation they need to verify my identity. They said I had to submit proof of address, such as a utility bill. I told them I could send them a copy of my gas bill and ask for an email or fax number to send it to them at that moment. They provided me with the email XXXX. I emailed them the proof at XXXX and received an automated confirmation that it was received a moment after. \n\nAbout a week after this, I received a letter dated XXXX in the mail requesting proof of identity. I figured this was an automated letter that was sent out the day after I had applied. The letter stated to send proof of my identity and address. It gave me the following options for identity : social security card, paystub with social security card or W2 form. It gave me the following options for address : drivers license, utility bill, paystub with address or rental/lease agreement/house deed. As I had already provided my social security in the application, confirmed my identity over the phone with the customer service rep on XXXX  and the rep I spoke to on XXXX  said I only needed proof of address, which I had emailed on XXXX I thought I had nothing more to submit. I therefore just continued to wait for my application approval. Id also like to note here that my application was done through XXXX XXXX XXXX, which is a pre-approval credit card software system. \n\nOn XXXX XXXX XXXX as I have yet to hear from anyone about my application and am concerned as I had provided their required proof the day I applied, I decided to call their customer service line [ XXXX at XXXX on XX/XX/XXXX for 9 minutes ] and spoke to their team. I explained all of the above and was told that the identity proof is in fact required after all. I therefore send another email with my identity proof of choice, which is a W2 form. The customer rep I spoke to on the phone this day confirmed this was an acceptable form of proof, just as the XX/XX/XXXX letter had stated. I asked her when Id hear back about my application and she said they have a lot of applications for this card so there is a delay. As the letter had also stated I had until XXXX  to send the requested documentation I figured Id hear from them before then since they had my proof early. However, after sending this last proof to their customer service email and receiving another automatic confirmation email for it, I did not hear from them at all after that. \n\nFast forward to XXXX XXXX XXXX, as I have yet to hear from them, I give them a call and ask to speak to a supervisor. I called their customer service line again [ XXXX at XXXX on XXXX  for 31 minutes ]. After repeating all of the above to a customer service rep and a supervisor, I was transferred to an account manager as no one was able to assist me or understand why I was upset. Once transferred to the manager, I was told that the W2 I provided on XX/XX/XXXX WAS NOT acceptable and my application has been on hold. He then proceeded to tell me that only a social security card was acceptable. I explained that was not at all the case and that no one ever reached out to me to explain such a thing to me. At this point Im starting to feel this company is fraudulent and that they need to be reported to the CFB. I expressed this to the manager as well. He explained the only way to continue with the application was to submit the social security card because the W2 wasnt accepted. I told him I was not comfortable sending a social security card via email and would need a fax number to send it to as the letter sent to me on XX/XX/XXXX only had a mailing address to mail proof to and I required confirmation receipt for obvious reasons. He provided me with the fax number XXXX and told me that Id have to wait 7-10 days once the proof is received for my application to finalize review and for my card to be sent out. \n\nI sent the fax with the social security card proof on XX/XX/XXXX at XXXX and included a fax cover sheet with a message asking for an account manager to call me to confirm receipt of the fax. I received a call the following day, XX/XX/XXXX, from a different account manager named XXXX [ from XXXX at XXXX for 5 minutes ]. He called me to tell me that the proof was received, the application was re-started and that itd take 7-10 days for me to have my application completed and for me to receive my card in the mail. When he said re-started, I became concerned that they were starting a new application, which I obviously didnt ask for, give consent for or expect. I asked him about this and he assured me that it is the same application [ Application Code : XXXX ] and that there would not be another hard inquiry. He said the application was simply pending and was on hold while waiting for the identity proof, which is what he meant by re-starting. I thanked him for calling and told him Id look forward to receiving my card soon and putting this long, exhausting process to rest finally. Not even an hour after that phone call, I check my phone and see Ive received about 10 credit bureau-related emails about a new inquiry from XXXX XXXX XXXX I proceed to check my credit reports and see that I do in fact have two hard inquiries for XXXX XXXX XXXX  , one dated XX/XX/XXXX and one dated XX/XX/XXXX. I immediately called them back, beyond upset, and asked to speak to an account manager again [ XXXX at XXXX on XX/XX/XXXX for 42 minutes ]. I had to go through the runaround again, explaining all of the above to a customer service rep, only to be transferred to a customer service supervisor named XXXX, who could not transfer me to an account manager. Her reasoning for not removing the inquiry changed quite a few times. Here are the different excuses I received and wrote down as I received them : 1. She said that they have no control over the hard inquiries and can not contact the credit bureaus to remove them. I explained that the consumers do not have that power, as we are instructed by the credit card companies to contact the credit bureaus and are then instructed by the credit bureaus to go right back to the companies to fix the issue, as they are the ones that need to fix it 2. She said she was unable to escalate this further as the inquiry was just made and not showing in her system. \n3. She said I had to wait to receive the card and then maybe Ill receive a letter in the mail about the second hard inquiry 4. She said she I waited too long to submit my proof, despite me telling her all of the above and explaining that I did submit everything, way before the submission deadline, yet that it was the companys infamous delay that caused the problem with my application, not anything I did 5. She said maybe its a mistake on my report and itll go away after 7-10 days once the application is completed and my card is on the way As you can see, there are serious issues going on with this company. I recommend that consumers stay clear of this company. I used to have a card with them in XXXX and closed my account with them because of their service and annual fee. The only reason I tried opening a new account was because of 2 new reasons : They partnered with XXXX and had a pre-approval software system in place that was supposed to help avoid all this and they partnered with XXXX XXXX, so consumers are able to enjoy XXXX benefits with the XXXX costs. Not sure its worth this though. \n\nThe best way to resolve this issue is to obviously remove the hard inquires from my account.","date_sent_to_company":"2023-02-02T11:31:41.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"10462","tags":null,"has_narrative":true,"complaint_id":"6520661","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2023-02-02T11:31:35.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["They <em>provided</em> me with the email XXXX. I emailed them the proof at XXXX and received an <em>automated</em> confirmation that it was received a moment after. \n\nAbout a week after this, I received a letter dated XXXX in the mail requesting proof of identity. I figured this was an <em>automated</em> letter that was sent out the day after I had applied. The letter <em>stated</em> to send proof of my identity and address."]},"sort":[17.530802,"6520661"]},{"_index":"complaint-public-v1","_id":"7565293","_score":17.159935,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Details of the Experience : Starting sometime around 2023, whenever I logged in to access my Paypal account online through a web browser, after entering and verifying my credentials, I would be blocked from progressing to my actual account management by a \" Add your phone number '' screen. This \" add phone number '' page had been popping up prior to 2023, but previously there was always a small \" skip '' option provided ; whereas now there is no way to progress without entering a phone number. This means I can not access my account at all unless I give Paypal a phone number. I have had this account for many years, possibly a decade or more, so long that I can not remember even the number of years, and in all that time I have always made use of Paypal 's services through a web browser without the need for a phone number, nor do I have any desire to provide XXXX to this company. Yet now they are forcibly and illegally violating my rights and the rights of \" hundreds of customers '' ( in its own representative supervisor 's words ) by blocking access to their customer 's accounts unless a phone number is entered. In addition, knowing that this is illegal, they are lying about this when being asked by their customers. \n\nWithout the means to access to my account, I am blocked from everything including online customer support. The only recourse Paypal left to me was the XXXX hidden on their website, through which I contacted them. \n\nMy first call and second calls were disconnected halfway after an automated answering service picked up, before I could even talk to an agent. On my XXXX call, the very first thing the automated service demanded is \" the last XXXX digits of your social security number ''. I want to make it clear that I have never provided my social security number to Paypal, and due to security and privacy concerns, wished to provide this to them EVEN LESS than my phone number. However, just like the \" add phone number '' page was illegally blocking total access to my account, this \" XXXX digit SS # '' demand by the answering system was illegally blocking total access to customer service. It is literally the first thing that the automated system demanded when the call finally went through, and I was offered no option to bypass or speak with a representative. Since the XXXX number was the last and ONLY option left to me to even contact Paypal after my access to my account was blocked by the \" add phone number '' page, I was forced to capitulate and provide the last XXXX digits of my SS #. Then and only then was I asked for other information to identify my account, including the last XXXX digits of a credit card that I had used or is using with Paypal on my account. \n\nAfter providing both my bank account and credit card number that I had on file with Paypal, I was abruptly forwarded to a representative, \" XXXX ''. When I explained that I was blocked from accessing my account by the \" add phone number '' page, and very clearly stated that I do NOT wish to give Paypal my number, she tried to stonewall me by saying, there is nothing she can do to remove the page block because \" that's the system ''. When I stated that without access to my account, I can not do anything, not even close the account, she tells me that she can close the account for me over the phone. I reiterated I would need to manage my account first to arrange payments before I can close it, she finally said she'll check my account and see if there's anything else she can do, then mentions that there is a \" security check '' placed on my account. She informs me that I need to answer some questions with \" publicly available information '' to bypass it. Due to past experience, the ambiguous wording of her \" security check '' misled me to think that she was asking the questions to verify that my caller identity as the actual account holder. Naturally I raised the question of why the previously provided bank account and credit card numbers were not enough to identify me as the account holder, and she merely brushed the question aside by stating that's how the system is setup and I would need to answer the questions or there is no other way. When I pointed out the security risk and sheer inanity of using \" publicly avaiable information '' as a way of verifying account holder identity, she again used \" the system '' excuse and reiterated she will not provide an alternative. Thus I was misled into thinking that I needed to answer these questions in order for her to check my account and be able to provide service to me at all. Thinking I had no choice, and under the false impression that I was merely verifying my identity as the account holder, I again was forced to capitulate and proceed with the questions. She the started to ask me a series of questions, though really it was all along the lines of \" which of the following information is associated with you ''? Each time I was given a group of answers and asked to choose the one, if any that had any association with me. The first and second group consisted of street addresses, then there was a question of a person with a name I didn't recognize, and information presumably related to them. After XXXX of these groups, in which over half of the information I did not associate with me, the representative informed me that I had failed the security check and she still could not remove the phone number requirement for my account. \n\nWhen it was obvious I wasn't going to give up easily, \" XXXX '' stated she will forward me to a supervisor who might be able to help me with this. After more waiting, I was forwarded to a supervisor who provided his name as \" XXXX '', ID # : XXXX. It was obvious I wasn't the first person who had called in about this issue, and he was used to dealing with it. Immediately and without my prompting, he stated that he was aware I was calling about my inability to access my account without providing a phone number and \" yes, I know this is a discrimination against handicapped people and against people who can not afford phones ''. And indeed, Paypal 's practice of forcing phone numbers and blocking account access was also violating the rights of said people, in addition to my privacy violation. It's clear someone else already informed him of those things, and he and Paypal is well aware of the violations, yet is purposefully carrying on with the practice. When I informed him of the additional privacy violation, he immediately agrees to that as well, and then proceeded with lying straight to my face, by telling me that the \" add phone number '' page blocking account access is actually a \" technical error '' that they \" don't know how it happened ''. He admits that it's \" been going on for months '' ( consistent with my personal experiences ), and when I questioned why it took months to fix a simple \" error '', he perpetuates the bald-faced, flimsy lie by stating \" Do you know how many customers we have? We have XXXX  of customers, it will take a long time to fix this ''. I was temporarily speechless, stunned into silence while deliberating which I should point out first : his sheer lack of intelligence that made him think that I would believe such a poor lie, or his sheer lack of respect in repeatedly, flat out lying to my face. He wants me to believe that Paypal unintentionally removed the \" skip '' button on the \" add phone number '' page that forcibly blocks customers ' access to their accounts and it would took literal \" months '' and they still haven't fixed it for everyone affected because Paypal has \" XXXX  of customers ''? Never mind the fact that it takes a mere second to add or remove XXXX line of code, all of this is in direct contradiction to what \" XXXX '' the representative before him just stated to me. Before I could do either however, he attempts to mollify me by saying that because I have now contacted them about this, he will now \" elevate my account to the front of the line with the technical team '', so the issue should be fixed for me within \" XXXX hours ''. When I verified with him that this means I would be able to access my account without providing a phone number after XXXX hours, he then changed tune and said, \" well XXXX hours *at least*, give it a week. '' Then he told me to call them again if it's not fixed. \n\nIt has now been well over a month since that phone call. I have checked after XXXX hours, after a week, after XXXX weeks, and today. Nothing has changed. The same \" add your phone number '' page still pops up in the exact same place after verifying my login credentials, and there is still no way to bypass it without entering a phone number that they will accept. I should state that I have actually tried to enter a phone number, the same phone number that I called Paypal with that day, which was my secondary phone number when I didn't wish to give out my primary, and Paypal 's system will not accept it. I informed the representative \" XXXX '' about it at the time, and her only response was a mere \" mmmmh ''. \n\nBefore I ended the call with supervisor \" XXXX '' that day, after he promised the \" XXXX hours '' resolution to the \" add phone number '' issue, I had also raised the issue with the phishing questions that were asked to me by the previous representative. At the time I had still believed that the questions were meant to confirm my identity as the account holder, and so I only pointed out the illogical and dangerous problem with using \" publicly available information '' to confirm account holder identities. I asked why it wasn't enough that Paypal already had my bank account and credit card numbers and that I had already provided those when the system wanted them to verify my account holder status. And like \" XXXX '', \" XXXX '' obfuscated the issue and did nothing to clarify the misconception -- -that none of the information used in the so called \" security check '' questions were really needed or used for verifying my account holder status, and he ultimately did nothing to clarify their true purpose to the customer. It was only after the call, I belatedly realized how deeply suspicious and illegal these questions were, that it was all a phishing scheme to pinpoint my personal identity, far beyond what I had already provided to Paypal and beyond what was necessary to provide their services, with information that I never provided and could not even be reliably attributed to me. I do not know the true illicit purpose of these privacy violating phishing schemes and information extortions that Paypal has going on, but I do know that it is deeply illegal and I am very angry. \n\n\nSummary of Violations I am writing to report the egregious violations by the company providing the virtual wallet payment service known as Paypal, primarily consisting of XXXX issues : XXXX. Illegally extorting and extracting personal information and violating privacy rights and financial rights by blocking customers ' access to their accounts unless a phone number is given to Paypal. \n\nXXXX. Denying any access to even reach a customer sesrvice representative or contact the company about account issues unless the last XXXX digits of their Social Security number is provided. \n\nXXXX. Using misinformation and outright deception to get the customer to answer phishing questions regarding personally identifying information that XXXX or XXXX not be theirs, and misrepresenting this as a means to \" pass security check '' to allow access to their accounts. The personal information used in the questions was never willingly provided by the customer, and likely obtained through the aforementioned Social Security number and background checks. It is information that they can not even be sure is accurately associated with the customer they are asking, hence the phishing. By their own words, they are using \" publicly available information '' in the questions. The exact purpose of these questions was never accurately explained to me by Paypal 's customer service representatives, instead they simply used vague and misleading words like \" to pass the security check '' and states that this is the only way to return access to my account without obtaining my phone number. Meanwhile, the entire time I thought the rep was asking the questions to verify that I was the account holder. Even though I repeatedly pointed out the sheer illogic and security risk of using \" publicly available information '' to verify if a caller was the account holder, especially since the information in said questions was never provided to Paypal as the customer in the first place, all the representatives merely continued to stonewall and offer no reasonable explanation or alternative. \n\n\n# # Note to CFPB # # Please do NOT provide the phone number I have given CFPB to Paypal as it is my primary phone number and would defeat the entire original purpose of this complaint.","date_sent_to_company":"2023-09-19T04:23:10.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"222XX","tags":null,"has_narrative":true,"complaint_id":"7565293","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2023-09-19T03:53:16.000Z","state":"VA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My first call and second calls were disconnected halfway after an <em>automated</em> answering service picked up, before I could even talk to an agent. On my XXXX call, the very first thing the <em>automated</em> service demanded is \" the last XXXX digits of your <em>social</em> <em>security</em> number ''. I want to make it clear that I have never <em>provided</em> my <em>social</em> <em>security</em> number to Paypal, and due to <em>security</em> and privacy concerns, wished to provide this to them EVEN LESS than my phone number."]},"sort":[17.159935,"7565293"]},{"_index":"complaint-public-v1","_id":"12421506","_score":16.818785,"_source":{"product":"Credit card","complaint_what_happened":"I was encouraged to apply for a credit card at XXXX in XXXX for the sole purpose of receiving a discount on my purchase that day. Unfortunately, I was not made aware that my purchase amount would be charged to the credit card ; I was simply informed that applying would grant me a discount. In the past, I have held a credit card and consistently paid it off promptly without any issues. However, this time has been fraught with challenges from the very beginning, particularly with accessing my account. \n\nSince I purchased the card in XXXX, I have been calling often seeking assistance, but I have not received the correct person or any meaningful help. I was able to a payment in XXXX, but before and since then, I have faced ongoing issues. Each time I reach out, I am met with an automated message, and it wasn't until I spoke with XXXX representatives in person that I was advised to contact Community Bank directly. I have made countless calls seeking help, only to be given the runaround, spending multiple hours in the process. I was informed that online payment capabilities were \" just set up yesterday, '' despite the fact that I successfully made a {$70.00} payment through the app back in XXXX, indicating that the system was operational well before that date. I know they record their calls so you can hear them state that and hear my cry for help. \n\nI have detailed my attempts to make payments but have faced consistent obstacles. When I call the number provided in the pamphlet I received, I am prompted to enter my social security number, and upon doing so, I am told I have a zero-dollar balance. This has resulted in hours of frustration during my workday, as I explain my inability to pay online or over the phone, only to be told that I must pay the full amount immediately. They claim I do not have an XXXX account, even though I have screenshots and have saved my password on my XXXX, which requires me to reset it every time I try to log in.","date_sent_to_company":"2025-03-11T03:15:19.000Z","issue":"Problem when making payments","sub_product":"Store credit card","zip_code":"838XX","tags":null,"has_narrative":true,"complaint_id":"12421506","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-03-11T02:25:39.000Z","state":"ID","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["When I call the number <em>provided</em> in the pamphlet I received, I am prompted to enter my <em>social</em> <em>security</em> number, and upon doing so, I am told I have a zero-dollar balance. This has resulted in hours of frustration during my workday, as I explain my inability to pay online or over the phone, only to be told that I must pay the full amount immediately."]},"sort":[16.818785,"12421506"]},{"_index":"complaint-public-v1","_id":"2798826","_score":16.547073,"_source":{"product":"Checking or savings account","complaint_what_happened":"I write in regards to my checking account with TD Bank. As explained below, TD Bank has unreasonably restricted my access to the funds in my checking account by refusing to issue a replacement debit card and refusing to restore my online banking access. \n\nOn XX/XX/XXXX, I logged in to TD Bank 's online banking site to make a transfer from my checking account. The website would not allow me to proceed and said my account had been \" suspended. '' I called TD Bank 's customer service line and the TD Bank telephone representative stated that my debit card had been locked because the bank suspected possible fraud. I checked my transaction history online, and did not see any unauthorized charges. However, the TD representative said that there were several suspicious transactions from XXXX, so the debit card, as well as online banking, was locked by TD Bank. The representative said I would not be able to access online banking to transfer money to my external account, nor would TD be able to issue a replacement debit card until I physically made it into a TD branch. \n\nI explained that I am on the west coast and that there are no local branches. After 35 minutes of being on hold, the representative instructed me to send a \" secure email message '' to customer service through TD 's online banking website. The phone rep stated that the email message should specifically request that a replacement debit card be overnighted to me and that I must specifically state in the message that \" I take full responsibility for delivery of the card to this address. '' As instructed, I sent the secure message through TD Bank 's online banking system that same day ( XX/XX/XXXX ). After the message was submitted, the website said that a response would be received within 24 hours. \n\nFour days later, I still had not received a response to my XX/XX/XXXX message. I sent a follow-up message through the online banking site on XX/XX/XXXX. I received the following response : \" Thank you for contacting us in regards to your debit card request. Your debit card request was received today ; however, we are unable to process your request as we show there is an account currently in a Charge Off status in your name. We ask that you please contact our Recovery Department at XXXX to resolve the Charged Off account. Once this has been cleared, we will be able to issue a new debit card. '' I was unaware of any \" charge off '' account and do not have any loans or credit lines with TD Bank. I was confused as to how the alleged \" charge off '' prevented TD Bank from issuing a replacement debit card for my checking account and how the bank could use the alleged \" charge off '' to restrict me from doing an online transfer. \n\nI called the \" Recovery Department '' as the email message from customer service instructed, but the automated telephone system would not let me proceed, nor would it connect me to a Iive representative. The automated system kept requesting an account number and each time I entered my checking account number, I heard \" we don't recognize that account number '' and I was re-routed to the general customer service line, where the automated system said that the hold time exceeded 20 minutes. I stayed on for 45 minutes without ever reaching a representative ; I tried again and waited over 25 minutes. I then sent a reply to the email message I had received stating that I had tried the \" Recovery Services '' number provided, but was not getting through. TD Bank responded via email : \" We have reached out to our Recovery Department for assistance with this matter. They have confirmed that they do not have record of a phone call with you within recent history. '' Next I tried contacting the branch in XXXX where my account was originally opened in XXXX. I explained that without notice TD Bank had completely cutoff my access to the money in my checking account. I read the branch rep the email response I received and explained that I had no idea what the charge off was about and that I had been unable to reach anyone through the number that was provided. The branch rep confirmed that my checking account was in good standing, but he said that my old savings account ( which I had not used and did not keep a balance in ) had accumulated unpaid \" maintenance fees. '' I explained that I had previously spoken to a number of reps about closing that savings account, but the rep said the only way to actually close the savings account ( and stop accumulating the monthly fees ) would be to physically visit a TD Branch. Again I explained that I am on the XXXX XXXX, that I receive Social Security income, and could not travel to the XXXX XXXX. The branch rep told me that there was nothing that they could do ; TD would restrict access to my checking account funds until I paid whatever \" charge off '' amount TD had assessed in connection with the unpaid savings account fees. I asked for more information and documentation concerning the savings account \" charge off '' as well as information as to what authority TD had to keep me from accessing the unrelated checking account. I was told to contact customer service via phone. No one was able to even tell me how much the \" charge off '' amount was for. In the meantime, I have gone nearly six days without being able to access my money because TD Bank refuses to issue a replacement debit card and TD Bank refuses to restore my online banking access so that I can transfer my funds to an external account. \n\nThank you in advance for your attention to this urgent matter. \n\nBest, XXXX XXXX","date_sent_to_company":"2018-01-30T06:18:55.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"97212","tags":"Servicemember","has_narrative":true,"complaint_id":"2798826","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2018-01-30T05:07:45.000Z","state":"OR","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I called the \" Recovery Department '' as the email message from customer service instructed, but the <em>automated</em> telephone <em>system</em> would not let me proceed, nor would it connect me to a Iive representative. The <em>automated</em> <em>system</em> kept requesting an account number and each time I entered my checking account number, I heard \" we don't recognize that account number '' and I was re-routed to the general customer service line, where the <em>automated</em> <em>system</em> said that the hold time exceeded 20 minutes."]},"sort":[16.547073,"2798826"]},{"_index":"complaint-public-v1","_id":"2970532","_score":15.836132,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I would like to file a complaint against Experian Credit Bureau for repeatedly failing my remote identity verification requests via online or by phone when I have provided the correct personal, demographic and financial information based on their recent credit report ; this created financial losses and greatly restricted my professional career advancement. \n\nI am a licensed XXXX XXXX agent   since XX/XX/XXXX. In order to work independently and fully function as a XXXX XXXX agent, I must have access to XXXX, a secure application to view Medicare beneficiaries profiles regarding their current Medicare Advantage Prescription Drug ( MAPD ) plan and Low Income Subsidy ( LIS ) level. However, Centers for Medicare and Medicaid ( CMS ) uses Experian as their third party online remote identity proof vendor, and Experian has continuously failed my requests for identity verification via online and by phone without any support to resolve the problem, even after I have filed a dispute with them via mail with all supporting documentation. Below is a summary of events that happened : XX/XX/XXXX 1. I tried to request access to XXXX secure system, XXXX, via XXXX, but unable to pass the online remote identity verification under Experian. I received instructions to contact Experian Help Desk 2. I contacted Experian Help Desk, Rep. XXXX attempted to complete a telephonic identity verification but failed. He referred me to XXXX XXXX Help Desk at XXXX XXXX. Contacted XXXX XXXX Help Desk, and they referred me to XXXX Help Desk at XXXX for manual identity verification 4. Contacted XXXX Help Desk, received message that they no longer provide manual verification, that I should keep trying to pass the online remote identity verification under Experian up to six times a day 5. Called Experian Help Desk back and spoke to Rep. XXXX, whom attempted telephonic verification and stated there was nothing they could do ; she then referred me to XXXX XXXX at XXXX. I later contacted XXXX XXXX, and they referred me back to XXXX Help Desk 6. I verified the information against Experian credit report obtained via their XXXX service back in early XXXX XXXX, found no discrepancies with the information I submitted via the verification process, yet Experian system continued to fail my verification attempts XX/XX/XXXX 1. Continued multiple attempts to pass the online remote identity verification by Experian via XXXX but received same failure message 2. Contacted XXXX   Help Desk, spoke to Rep. XXXX, whom confirmed again there was no more manual verification, that I must contact Experian to have this problem resolved as the information were feed by Experian system 3. Attempted to access free annual credit report from Experian via XXXX, but received error message We were unable to honor your request. If you entered your credit card information, we did not charge you XX/XX/XXXX 1. Contacted Experian Help Desk and failed telephonic verification again ; I was referred to their website for further assistance but unable to find any information or contact # for related issues 2. Obtained free annual credit reports from both XXXX and XXXX via XXXX without any issue. Compared information on the reports with my answers to the security questions asked by Experian during their online and phone identity verification process and found no discrepancies. Could not understand why Experian continued to fail my attempts with their identity verification process XX/XX/XXXX 1. Called XXXX and ordered a free Experian annual credit report via automated phone system and filed complaint against Experian online via XXXX XX/XX/XXXX 1. Contacted Experian XXXX Customer Service at XXXX, whom transferred call to Experian Dispute Department. Rep. XXXX at Dispute Department submitted ticket to review my issue, stated it would take 5-7 business days for review XX/XX/XXXX 1. Followed up with Experian Dispute Department at XXXX, Rep. XXXX confirmed ticket sent on XX/XX/XXXX, but unable to verify if case is open or closed ; hell send e-mail for follow up XX/XX/XXXX XXXX. Followed up with Experian Dispute Department, Rep. XXXX transferred call to Rep. XXXX at Experian Verification Department, whom referred me to follow up with Social Security Administration. Later spoke to Rep. XXXX at Experian Verification Department, whom stated my only options left were to speak to my employer or contact the XXXX XXXX XXXX again at XXXX or XXXX 2. I was able to pass the telephonic identity verification via Experian Verification Department, yet they claimed my issue must be resolved through Experian Help Desk 3.  Contacted the XXXX XXXX XXXX at both numbers, XXXX and XXXX. I was referred to XXXX XXXX XXXX Help Desk this time, whom referred me back to XXXX Help Desk as they do not handle Medicare related security access issues XX/XX/XXXX 1. Visited my local social security office and confirmed they had the correct information on me in their master file ; they also confirmed they did not have me listed as deceased thus should not cause issues with Experian XX/XX/XXXX 1. Contacted XXXX Help Desk with no resolution XX/XX/XXXX 1. Contacted XXXX Help Desk with no resolution XX/XX/XXXX 1. As my last desperate attempt, I mailed in my dispute to Experian with a cover letter explaining my issue along with proof documentation, such as screenshots of my answers to the security questions. I requested that they review if there may be any technical issues on their end so that my problem could be resolved XX/XX/XXXX 1. Received Dispute Result credit report from Experian in response to my dispute. The report showed they made a minor update the format of my permanent address without addressing my actual concern. I continued to have problems getting through their identity verification process to gain secure access to XXXX system via XXXX As you can see, I have tried all possible options : Experian Help Desk, XXXX XXXX Help Desk, Medicare XXXX Help Desk, Experian Dispute/Verification Department, the national and XXXX XXXX XXXX XXXX , Social Security Administration, and my employer, yet none were able to resolve the issue. I have made different attempts using different variations of my name and addresses on the Experian credit report and failed. The Experian telephonic verifications pre-populated my information so there shouldnt be any name/address format discrepancies, yet I still failed the attempts. The same set of security questions were being asked every single time by Experian via their online and phone verification process, and I was 100 % sure that my answers were correct. However, Experian kept referring me to an outside party for a resolution when it was obvious that it was their system that was giving me the problem ; they could not explain as to why I have provided the correct personal and demographic information and answered the security questions correctly based on their recent credit report, yet their system still would not let me pass their identity verification process. \n\nI have attempted to resolve this issue since XX/XX/XXXX, and this has caused me a lot of stress and frustration. The Medicare annual election period is coming up in XX/XX/XXXX where Medicare beneficiaries would be allowed to make changes to their plans. There will be many sales opportunities, yet without access to XXXX, I would not be able to take full advantage of them. My livelihood and career are based on getting through Experians identity verification process via online or by phone so I can gain access to XXXX from Medicare, but Experians responses to my issue so far are completely unacceptable. Experian needs to take my issue more seriously instead of deferring the responsibility to someone else. I desperately need this issue resolved as soon as possible. \n\nSincerely,","date_sent_to_company":"2018-07-24T06:56:16.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"11214","tags":null,"has_narrative":true,"complaint_id":"2970532","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2018-07-24T02:36:23.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I continued to have problems getting through their identity verification process to gain secure access to XXXX <em>system</em> via XXXX As you can see, I have tried all possible options : Experian Help Desk, XXXX XXXX Help Desk, Medicare XXXX Help Desk, Experian Dispute/Verification Department, the national and XXXX XXXX XXXX XXXX , <em>Social</em> <em>Security</em> Administration, and my employer, yet none were <em>able</em> to resolve the issue."]},"sort":[15.836132,"2970532"]},{"_index":"complaint-public-v1","_id":"3203497","_score":15.698349,"_source":{"product":"Mortgage","complaint_what_happened":"I have been informed that there is negative information reported by Freedom Mortgage under my Social Security number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX. \n\nI challenge the accuracy, compliance and reportability of these listings. \n\nI attempted to make two automated online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues. \nFreedom Mortgage failed to properly investigate and respond to the website errors and website maintenance issues that lead to inaccurately reporting 30 days late twice on my credit which dropped my credit score tremendously. Freedom Mortgage Customer Care was not open both times I had errors on their website. \n\nFreedom Mortgages Customer Care representatives told me that their website is always busy on the last day of the month & they can have computer issues, sometimes interfering with the website payments because of heavy processing at night. Personally, while speaking with Customer Care I learned the screen shots of the websites error on payment that I submitted were not available on a Freedom Mortgages uploaded document. Im not sure why the complete document I submitted wasnt available for review. \n\nThe first time I had issues making an online payment on the Freedom Mortgage website was on XX/XX/XXXX when I got an error on payment. Freedom Mortgages email response said If you are experiencing difficulties accessing your account online, we may be able to resolve this matter via telephone. The Customer Care Department was closed. I called to communicated the website issue and confirm payment on the morning of XX/XX/XXXX with XXXX, teller # XXXX. Confirmation # XXXX. XXXX recommend I send an email to Customer Care to address my concern about this payment being beyond 30 days due to the system error. \n\nI emailed Freedom Mortgage @ XXXX and received an emailed an auto-response stating we are in receipt of your inquiry. We are reviewing the information you have provided and appreciate your patience while we conduct this research on your account. A letter response to my inquiry was sent to my mailing address stating to please allow up to ( 30 ) business day for a response. Freedom Mortgage failed to follow up or respond. \n\nThis happened again. I attempted to make an online payment on the Freedom Mortgage website twice on XX/XX/XXXX and got an error on payment. My attempt to make payments was prior to XXXX XXXX ( Eastern time ). I was concerned that I made two payments. The next morning on XX/XX/XXXX, I called Customer Care & communicated I had website error last night. Freedom Mortgage has notes in system, a one-time draft / payment was made, they waived processing fee because of the error last night. I was advised by the Customer Care representative that I could email XXXX that the website gave the error message. Confirmation # XXXX.","date_sent_to_company":"2019-04-06T06:45:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"80919","tags":null,"has_narrative":true,"complaint_id":"3203497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2019-04-06T02:13:59.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have been informed that there is negative information reported by Freedom Mortgage under my <em>Social</em> <em>Security</em> number. Freedom Mortgage reported 30 days late on my credit for XX/XX/XXXX and XX/XX/XXXX. \n\nI challenge the accuracy, compliance and reportability of these listings. \n\nI attempted to make two <em>automated</em> online payments on the Freedom Mortgage website unsuccessfully due to their website maintenance issues."]},"sort":[15.698349,"3203497"]},{"_index":"complaint-public-v1","_id":"14324900","_score":14.963681,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Experian XXXX XXXX XXXX XXXX XXXX XXXX Subject : Complaint Against Experian Mixed Credit File, Inaccurate Reporting, and Unresolved Disputes To Whom It May Concern, I am filing this formal complaint against Experian due to serious and ongoing issues with inaccurate information on my credit report, the mishandling of a mixed credit file and repeated failures to resolve these matters despite multiple disputes and requests. \n\nExperian has inaccurately combined my personal and credit information with another individual who appears to have a similar or identical Social Security number or other identifying information. As a result, my credit report contains personal information that do not belong to me, including names, addresses, that I have no association with. \n\nI have filed multiple disputes with Experian both phone and by mail, clearly explaining that my credit file has been mixed with another persons data and providing documentation to prove my identity. Each time, Experian has responded with misleading and generic messages stating that the information has been corrected. These responses are not only inaccurate, but they also contradict the Fair Credit Reporting Act ( FCRA ), which requires credit bureaus to conduct a reasonable and complete investigation when a consumer files a dispute. \n\nAdditionally, Experian has failed to meet the time frames they communicate to consumers. Each time I was given a 3-5 business day turnaround time for the files to be unmixed and corrected. This has caused me to run into problems with creating an online account as well. I have mailed and uploaded my drivers license and proof of residence several times to verify my identity. They have made claims about resolving issues within 3-5 business days but months have passed without any resolution or meaningful update. I finally was able to speak with a supervisor by the name of XXXX in the membership or Dispute department on XX/XX/year>. She advised me that I can receive a one time passcode to my phone number on file and set my own PIN number to manage my freeze. I provided her with my personal PIN and she stated the PIN has been updated in the system and can now manage my credit freeze by phone. I called on XX/XX/year> and provided the pin to the automated system and XXXX customer service representatives and each time I was told that is not my correct PIN. I received and email that I will attach about this issue and someone elses information is listed with my case number, clearly pointing out that Experian still has my filed mixed with someone elses. This delay and misinformation have caused serious harm to my financial reputation, and I have been unable to create an online account and experienced emotional distress as a direct result. \n\nI am requesting that Experian : XXXX. Immediately investigate and correct the mixed credit file. \nXXXX. Permanently remove all information that does not belong to me from my credit report. \nXXXX. Provide written confirmation that the file has been unmerged and corrected. \nXXXX. Be held accountable for violating my rights under the FCRA I respectfully request the Consumer Financial Protection Bureau ( CFPB ) to assist in holding Experian accountable and help facilitate a resolution. I am prepared to escalate this matter further, including seeking legal counsel, if necessary. \n\nThank you for your time and attention to this serious matter. \n\nSincerely XXXX XXXX XX/XX/year>","date_sent_to_company":"2025-06-27T17:20:26.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"326XX","tags":null,"has_narrative":true,"complaint_id":"14324900","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-06-27T17:05:51.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I finally was <em>able</em> to speak with a supervisor by the name of XXXX in the membership or Dispute department on XX/XX/year>. She advised me that I can receive a one time passcode to my phone number on file and set my own PIN number to manage my freeze. I <em>provided</em> her with my personal PIN and she <em>stated</em> the PIN has been updated in the <em>system</em> and can now manage my credit freeze by phone."]},"sort":[14.963681,"14324900"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":151,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":151}]}},"product":{"doc_count":151,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":64,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":63},{"key":"Other personal consumer report","doc_count":1}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":43,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit 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