{"took":147,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":496,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"11673159","_score":18.759556,"_source":{"product":"Checking or savings account","complaint_what_happened":"I used a XXXX machine at work via XXXX XXXX XXXX and it made multiple charges to my card and declined, even when I had the funds available and I believe it was fraud. I made several attempts to contact the security team and resolve the issue and they refused to disclose any information or give me a time when I could access my funds.","date_sent_to_company":"2025-01-17T05:48:09.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"66502","tags":"Servicemember","has_narrative":true,"complaint_id":"11673159","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2025-01-17T05:37:21.000Z","state":"KS","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I used a XXXX machine at work via XXXX XXXX XXXX and it <em>made</em> <em>multiple</em> charges to my <em>card</em> and declined, even when I had the funds <em>available</em> and I believe it was fraud. I <em>made</em> several attempts to contact the <em>security</em> team and resolve the issue and they refused to disclose any information or give me a time when I could access my funds."]},"sort":[18.759556,"11673159"]},{"_index":"complaint-public-v1","_id":"8610922","_score":18.424023,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2023 an online purchase made with a Bank of America credit card was lost by the package carrier, as confirmed on XX/XX/2023 by USPS. This incident qualifies for a Bank of America credit card benefit - Purchase Security - a benefit that had been available on this and two other Bank of America credit cards. Upon attempting to file a claim with Bank Of America designated Benefits Administrator, I was informed that such benefit does not exist. This is the first time this change in the terms of Bank of America 's \" Your Cardholder Benefits Guide '', and the most recent copy from Bank of America made available to me clearly indicates such benefit. Multiple attempts, made by phone and visiting a local branch, to obtain clarification from Bank of America as to when the bank notified me of the change were unsuccessful.","date_sent_to_company":"2024-03-23T19:42:55.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"20785","tags":null,"has_narrative":true,"complaint_id":"8610922","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-03-23T19:24:15.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["On XX/XX/2023 an online purchase <em>made</em> with a Bank of America credit <em>card</em> was lost by the package carrier, as confirmed on XX/XX/2023 by USPS. This incident qualifies for a Bank of America credit <em>card</em> benefit - Purchase <em>Security</em> - a benefit that had been <em>available</em> on this and two other Bank of America credit cards. Upon attempting to file a claim with Bank Of America designated Benefits Administrator, I was informed that such benefit does not exist."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[18.424023,"8610922"]},{"_index":"complaint-public-v1","_id":"10173773","_score":17.996508,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"There is information in my file, stated below, that I have identified as information that resulted from identity theft. \n\nIn XX/XX/XXXX, pursuant to XXXX XXXX police report, case number XXXX, I was a victim of identity theft when my wallet, drivers license, social security card and credit cards were stolen and these items were used over 20 times by different parties to commit fraud. \n\nOn XX/XX/XXXX, I was a victim of identity theft when a female impersonating me shoplifted items from a XXXX XXXX in XXXX XXXX, Maryland. I received a summons to appear in court to answer charges of grand larceny. Upon investigation, I learned that that my information was made available in an identity theft ring that spanned across the united states and that there were multiple copies of my drivers license and actual social security card that was made available to multiple identity thieves across the U.S. I was able to get the criminal case number XXXX filed by the XXXX XXXX XXXX Police Department expunged due to the theft of my identity. \n\nOn or about XX/XX/XXXX, XXXX announced that an unauthorized party stole data associated with certain user accounts in XX/XX/XXXX. It was then that I learned that my personal information was made available to third-parties and actually being sold on the internet. The number of times criminals used my personal information to commit identity fraud and open fraudulent credit accounts and apply for loans and other benefits is too many to count. Even though I have taken all of the security precautions after having my identity stolen multiple times, thieves continue to use or sell my data, which affects me to this day. \n\n\nXXXX XXXX XXXX, XXXX - XXXX XXXX - Date Opened XX/XX/XXXX. \nXXXX XXXX XXXX - XXXX - US Bankruptcy Court XXXX XXXX Reference Number : XXXX Date : XX/XX/XXXX XXXX","date_sent_to_company":"2024-09-19T00:42:02.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33021","tags":null,"has_narrative":true,"complaint_id":"10173773","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-09-18T23:46:52.000Z","state":"FL","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["Upon investigation, I learned that that my information was <em>made</em> <em>available</em> in an identity theft ring that spanned across the united states and that there were <em>multiple</em> copies of my drivers license and actual social <em>security</em> <em>card</em> that was <em>made</em> <em>available</em> to <em>multiple</em> identity thieves across the U.S. I was able to get the criminal case number XXXX filed by the XXXX XXXX XXXX Police Department expunged due to the theft of my identity."]},"sort":[17.996508,"10173773"]},{"_index":"complaint-public-v1","_id":"10174468","_score":17.974543,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"There is information in my file, stated below, that I have identified as information that resulted from identity theft. \n\nIn XX/XX/XXXX, pursuant to XXXX XXXX police report, case number XXXX, I was a victim of identity theft when my wallet, drivers license, social security card and credit cards were stolen and these items were used over XXXX times by different parties to commit fraud. \n\nOn XX/XX/XXXX, I was a victim of identity theft when a female impersonating me shoplifted items from a XXXX XXXX in XXXX XXXX, Maryland. I received a summons to appear in court to answer charges of XXXX XXXX. Upon investigation, I learned that that my information was made available in an identity theft ring that spanned across the united states and that there were multiple copies of my drivers license and actual social security card that was made available to multiple identity thieves across the U.S. I was able to get the criminal case number XXXX filed by the XXXX XXXX XXXX Police Department expunged due to the theft of my identity. \n\nOn or about XX/XX/XXXX, XXXX announced that an unauthorized party stole data associated with certain user accounts in XX/XX/XXXX. It was then that I learned that my personal information was made available to third-parties and actually being sold on the internet. The number of times criminals used my personal information to commit identity fraud and open fraudulent credit accounts and apply for loans and other benefits is too many to count. Even though I have taken all of the security precautions after having my identity stolen multiple times, thieves continue to use or sell my data, which affects me to this day. \n\n\nXXXX XXXX XXXX, XXXX - XXXX XXXX - Date Opened XX/XX/XXXX. \nXXXX XXXX XXXX - XXXX - XXXX Bankruptcy XXXX XXXX XXXX Reference Number : XXXX Date : XX/XX/XXXX XXXX","date_sent_to_company":"2024-09-19T00:42:16.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33021","tags":null,"has_narrative":true,"complaint_id":"10174468","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-09-19T00:42:13.000Z","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":["Upon investigation, I learned that that my information was <em>made</em> <em>available</em> in an identity theft ring that spanned across the united states and that there were <em>multiple</em> copies of my drivers license and actual social <em>security</em> <em>card</em> that was <em>made</em> <em>available</em> to <em>multiple</em> identity thieves across the U.S. I was able to get the criminal case number XXXX filed by the XXXX XXXX XXXX Police Department expunged due to the theft of my identity."]},"sort":[17.974543,"10174468"]},{"_index":"complaint-public-v1","_id":"20325195","_score":15.674759,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding multiple billing and account discrepancies on my credit card account. \n\nFirst, I made multiple payments within the same billing cycle, including XXXX large payment of approximately {$800.00} {$1000.00}. While the payment appeared in the account activity, it was not properly reflected in the account balance or available credit. When I contacted customer service, the representative initially stated that the payment had been applied correctly. However, after I insisted and asked her to recheck and refresh the system, she acknowledged that there was an issue and described it as a system glitch. This raises serious concerns about the accuracy and reliability of how payments are being processed and applied. \n\nSecond, I have concerns regarding rewards earned on the account. Rewards appear in the activity history, but based on my own calculations, they are not being properly reflected or credited toward the account. When I questioned this, I was told that pending charges offset the rewards, which does not align with how the account behaves. Each time I use the card, my available credit decreases immediately, and my tracking shows that the rewards are not being properly accounted for. The explanation provided was unclear and does not match the actual account behavior. \n\nThird, I enrolled in a payment security ( payment protection ) product that charges a monthly fee. I canceled this service on XX/XX/XXXX, yet I was charged again immediately after cancellation. This raises concerns about unauthorized or improperly continued billing for add-on products. \n\nOverall, I am requesting a full review and audit of the account, including : - Verification and correction of all payments made and how they were applied - A detailed breakdown and correction of rewards earned versus credited - Confirmation that the payment security product has been fully canceled and that no further charges will be applied - Refund of any incorrect or unauthorized charges These issues, especially the admitted system error and inconsistent explanations, have significantly impacted my trust in the accuracy of this account. \n\nI am requesting a clear explanation and resolution of all discrepancies.","date_sent_to_company":"2026-03-17T08:22:21.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"91364","tags":null,"has_narrative":true,"complaint_id":"20325195","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2026-03-17T08:11:37.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding <em>multiple</em> billing and account discrepancies on my credit <em>card</em> account. \n\nFirst, I <em>made</em> <em>multiple</em> payments within the same billing cycle, including XXXX large payment of approximately {$800.00} {$1000.00}. While the payment appeared in the account activity, it was not properly reflected in the account balance or <em>available</em> credit. When I contacted customer service, the representative initially stated that the payment had been applied correctly."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[15.674759,"20325195"]},{"_index":"complaint-public-v1","_id":"18853515","_score":15.538801,"_source":{"product":"Checking or savings account","complaint_what_happened":"CFPB Complaint Draft Financial Institution : Axos Bank Product : Checking Account / Debit Card Issue Type : Unauthorized transactions, account manipulation, failure to safeguard funds, improper handling of Social Security deposits Complaint Narrative I am submitting this complaint to report serious concerns regarding apparent account intrusion, transaction manipulation, and mishandling of Social Security deposits associated with my Axos Bank account.\n\nApproximately three weeks after account opening, material changes occurred that strongly indicate unauthorized interference with how transactions are displayed and processed within my account dashboard. These changes include, but are not limited to : Transactions no longer displaying posting dates consistently Transactions appearing out of chronological sequence Previously completed debit card transactions being re-labeled as \" processing '' after funds had already been withdrawn Duplicate debits for the same transactions This pattern effectively prevents timely disputes and obscures accurate accounting of withdrawals. The appearance of transactions reverting to \" processing '' after completion creates confusion and results in additional withdrawals once processing is finalized.\n\nThese issues have escalated and now appear connected to the handling of my Social Security deposits. Specifically : I received false or misleading mail presented as originating from Social Security, advising of early deposits My most recent Social Security deposits were initially shown available in my Axos on XXXX XXXX as with available balance account, then subsequently reversed or changed making the deposit on XXXX as not visible and moving it to XXXX, This resulted in giving the transaction listing an appearance of over drafting the account, when in fact it was apparent that funds were apparently available as the transactions would decline, thus however the account is egregiously showing incorrectly funds unavailable after they were shown available. \nDebit card transactions were approved during periods when the account display showed a negative balance, indicating that funds must have been available at authorization despite the customer-facing portal reflecting otherwise Each affected debit transaction displays as a negative entry, even though the transactions were approved A Social Security deposit originally made on the XXXX is now displayed in the account portal as if it occurred on a later date, altering the transaction history I have contacted Axos Bank multiple times to report these issues and to request clarification, correction XXXX  To date, I have not received a satisfactory explanation or resolution. In addition the balance is shorted as either from duplicate transactions or displaced funds from the intrusion The continued alteration of transaction sequencing, posting dates, and dispute accessibility raises serious concerns regarding account integrity, internal controls, and compliance with federal consumer protection requirements. \nGiven the involvement of federally sourced Social Security funds, these issues are particularly serious and warrant immediate regulatory reviewXXXX XXXX  Whether Axos Bank has adequately safeguarded my account from unauthorized intrusion or manipulation Whether transaction processing and display practices comply with federal banking and consumer protection laws Whether Social Security deposits were improperly delayed, displaced, or misrepresented Whether Axos Bank failed to provide a reasonable means to dispute transactions Whether internal systems allowed or failed to detect account interference","date_sent_to_company":"2026-01-20T11:00:45.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30022","tags":null,"has_narrative":true,"complaint_id":"18853515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AXOS FINANCIAL, INC.","date_received":"2026-01-20T10:13:03.000Z","state":"GA","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["Debit <em>card</em> transactions were approved during periods when the account display showed a negative balance, indicating that funds must have been <em>available</em> at authorization despite the customer-facing portal reflecting otherwise Each affected debit transaction displays as a negative entry, even though the transactions were approved A Social <em>Security</em> deposit originally <em>made</em> on the XXXX is now displayed in the account portal as if it occurred on a later date, altering the transaction history I have contacted"]},"sort":[15.538801,"18853515"]},{"_index":"complaint-public-v1","_id":"8240533","_score":15.490861,"_source":{"product":"Credit card","complaint_what_happened":"In light of recent events withmy Capital One credit card, I feel that I'm being penalized, targeted and retaliated against by Capital One for making multiplepayments on my credit card account during a billing cycle. I recently made a payment to my Capital One credit card which paid off the entire balance atthat time, and Capital One has placed a 26 day hold on that payment for \" pending verification of funds. '' Now here 's the interesting part of this, I used funds in my Capital One checking account by using my debit card, to make this payment, which is allowed on their main website and through their mobile app. By placing a 26 day hold on this payment, Capital One is deliberately not giving me access to my available credit for an entire billing cycle!! In Capital One 's own words from their Credit Card Terms & Agreement on page XXXX Capital One indicates \" we may delay the availability of credit until we confirm that your payment has cleared. '' And in a most recent email communication directed to me from Capital One, \" if you make a payment now, it often will be reflected immediately, but can sometimes take XXXX days. '' During the last 30 days, I have made XXXX payments to this Capital One credit card, and XXXX out of the XXXX payments I was allowed the immediate usage of the available credit, after the respective payment was made. The XXXX payment took only XXXX hours to reconcile on the account, in order to give me usage of the available credit. This XXXX payment on XX/XX/XXXX, I used funds from my Capital One checking account, which I had used previously this month for payments on this account XX/XX/XXXX and XX/XX/XXXX, and received immediate usage of the available credit, after the payments were applied. It was the payment on XXXX, using funds in my Capital One checking account via debit card payment, that Capital One decided to place a 26 day hold on this payment for \" verification '' and thus not give me usage of the available credit for 26 days, thus an entire billing cycle.The payment in question of {$440.00} was made using Capital One Bank funds on XX/XX/XXXX and cleared with Capital One Bank on XX/XX/XXXX. \nSince XX/XX/XXXX, I have had multiple conversations with Capital One employees, more specifically XXXX, XXXX, XXXX, and XXXX. Of the aforementioned individuals, XXXX was the only employee that expressed any type of empathy in my situation. You see, I'm on social security XXXX, and this is definitely an undue hardship that Capital One has forced me into, to the point that I feel I'm being maliciously penalized, targeted and retaliated against because I've made multiple payments on my account in a billing cycle. I do realize that Capital One 's credit card terms and agreement give them the right to ensure any payment has \" cleared. '' What I'm not understanding is that it takes Capital One 26 days to verify funds in a checking account that they own. Now, based on my 30 years experience in the accounting and banking industries, before my XXXX, I think that there is something nefarious at play here. Also, I think Capital One needs to update their Credit Card Terms and Agreement to reflect more specificity and less ambiguity regarding payment processing, thus providing verbiage to the effect of \" it may take up to 26 days for us, Capital One, to verify that a particular payment has cleared. ''","date_sent_to_company":"2024-01-28T13:04:41.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"28601","tags":null,"has_narrative":true,"complaint_id":"8240533","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-01-28T12:32:13.000Z","state":"NC","company_public_response":null,"sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["You see, I'm on social <em>security</em> XXXX, and this is definitely an undue hardship that Capital One has forced me into, to the point that I feel I'm being maliciously penalized, targeted and retaliated against because I've <em>made</em> <em>multiple</em> payments on my account in a billing cycle."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[15.490861,"8240533"]},{"_index":"complaint-public-v1","_id":"6185983","_score":15.489935,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Wed, XX/XX/XXXX at XXXX XXXX  On XX/XX/XXXX I acquired a prepaid debit card at my local grocery store for my child and registered the account via email. I never used it. The only information I have at this point is that the card ends in XXXX. Since that time I have received emails reporting my 'monthly statement is available ' but I have not been able to access the account to see what if any monthly charges have been made. \n\nAdditionally, I lost the card and so did not have the XXXX digit number when attempting to log into my account or reset the password which never worked. ( For some reason the password information I had originally saved did not work. ) I have been unable to reset the password despite multiple attempts including on XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. \n\nI also called both of the XXXX numbers affiliated with serve ( XXXX & XXXX ) on these dates and they do not recognize my Social Security number so I am not able to request a password reset that way either. My statement reminders come in a no-reply email and there is no contact email for the company anywhere on the Internet ; neither is there any chat option. \n\nI have been unable to reach them for a year and I want to close the account. I DO NOT WANT this card/account. I am unable to reach anyone to cancel. Can not access a person/option via phone, no online chat available, no email available. I want to cancel and be refunded any money I loaded onto the card when I purchased it.","date_sent_to_company":"2022-11-09T17:59:46.000Z","issue":"Problem getting a card or closing an account","sub_product":"General-purpose prepaid card","zip_code":"91001","tags":null,"has_narrative":true,"complaint_id":"6185983","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2022-11-09T17:41:13.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble closing card"},"highlight":{"complaint_what_happened":["Can not access a person/option via phone, no online chat <em>available</em>, no email <em>available</em>. I want to cancel and be refunded any money I loaded onto the <em>card</em> when I purchased it."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"issue":["Problem getting a <em>card</em> or closing an account"],"sub_product":["General-purpose prepaid <em>card</em>"],"sub_issue":["Trouble closing <em>card</em>"]},"sort":[15.489935,"6185983"]},{"_index":"complaint-public-v1","_id":"20813373","_score":15.344194,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint regarding persistent and unexplained restrictions on my Citi / AAdvantage credit card account. \n\nFor approximately six months, every payment I have made has been subjected to a hold of approximately 10 days. During this time, the funds are withdrawn from my bank account, but the corresponding credit is not made available. This has occurred on 100 % of my payments despite consistent, on-time payments and no returned payments or delinquency. \n\nCiti has stated that these holds are random and part of standard security measures that typically diminish over time. However, in my case, the holds have not diminished and occur without exception, which directly contradicts their explanation. \n\nIn written correspondence, Citi listed potential triggers such as returned payments, delinquency, or unusual activity. None of these conditions apply to my account. Despite repeated requests, Citi has not identified any specific reason why my account is subject to continuous holds. \n\nIn addition, during this process Citi has required and utilized XXXX to verify my bank account and available funds on multiple occasions ( at least three times ). Despite providing this level of verification and granting access to my banking information, the payment holds have continued without any change in behavior. \n\nI have also attempted to make payments using a debit card through links provided by Citi, and these payments have failed to process on multiple occasions without explanation. \n\nAs a result, I am experiencing both : repeated holds on all successful payments, and failed payment attempts when using alternative payment methods I escalated this issue to Citis Executive Response Team and spoke directly with a representative. The representative reaffirmed the same general explanations but did not provide any specific cause or corrective action.\n\nI also attempted to return calls from Citi over multiple days but was unable to reach them due to a consistently busy line and unreturned messages. \n\nThis situation materially interferes with my ability to use my credit account as intended. Payments do not restore available credit in a reasonable timeframe, and payment attempts are failing altogether. \n\nI am requesting : A clear and specific explanation of why my account is subject to repeated payment holds and failed payment attempts Disclosure of whether my account is subject to any internal risk flags or restrictions Removal of any such restrictions and restoration of normal account functionality Immediate restoration of available credit upon successful payment Citi has not provided transparency or a path to resolution despite repeated attempts to resolve this directly.","date_sent_to_company":"2026-03-31T17:23:29.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"33180","tags":null,"has_narrative":true,"complaint_id":"20813373","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-03-31T17:16:21.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["I am filing a complaint regarding persistent and unexplained restrictions on my Citi / AAdvantage credit <em>card</em> account. \n\nFor approximately six months, every payment I have <em>made</em> has been subjected to a hold of approximately 10 days. During this time, the funds are withdrawn from my bank account, but the corresponding credit is not <em>made</em> <em>available</em>. This has occurred on 100 % of my payments despite consistent, on-time payments and no returned payments or delinquency."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[15.344194,"20813373"]},{"_index":"complaint-public-v1","_id":"11130653","_score":15.326276,"_source":{"product":"Checking or savings account","complaint_what_happened":"A clerical error made to transfer funds from another account I owned in my name was repeated in attempts and unknown to why.. I've maintained this account without any security risks, transaction disputed or debit card number at risks.. the failed transaction was never made available to my account and access to the funds were not given or credited. Due to this error my account has been restricted and a decision to close the account has been finalized. The money that I have left in my account is still there and they will not allow me it's access or mail a check payment for the remaining balance. I have experienced no call back, as I was told.. no access to transfer the money and the account is overall continues to be open but placed with restrictions and unable to gain access to funds remaining. This has now caused me with multiple fees for missed payments, uncertainty to when I will be receiving this payment and distribution to my daily activity. They have a reputation for doing this to many people and they continue holding money after they made a decision to close account.","date_sent_to_company":"2024-12-12T21:50:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"89117","tags":null,"has_narrative":true,"complaint_id":"11130653","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SOFI TECHNOLOGIES, INC.","date_received":"2024-12-12T21:36:38.000Z","state":"NV","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["A clerical error <em>made</em> to transfer funds from another account I owned in my name was repeated in attempts and unknown to why.. I've maintained this account without any <em>security</em> risks, transaction disputed or debit <em>card</em> number at risks.. the failed transaction was never <em>made</em> <em>available</em> to my account and access to the funds were not given or credited. Due to this error my account has been restricted and a decision to close the account has been finalized."]},"sort":[15.326276,"11130653"]},{"_index":"complaint-public-v1","_id":"2486612","_score":15.261004,"_source":{"product":"Checking or savings account","complaint_what_happened":"I opened up a  BB & T  account on    XX/XX/2017 .   I received my card on  XX/XXX/2017 .   I made my opening deposit on   XX/XX/2017     of {$50.00}.   I made 3  XXXX  transactions Mobile deposit of {$490.00} And {$300.00} ATM deposit They held my cash and mobile deposit Then on   XX/XX/17     my mobile deposit was supposed to be made available then I was told by  XXXX  it would be available. Around  XXXX  I noticed my account was over drawn  XXXX  When I called they said it was a problem with my mobile deposit so I then asked what?   A  manager  told me he is n't sure but my accountant with be back in the positive by  XXXX  I told him I been trying to pay a past due bill and the bank has held up my {$300.00} cash I deposited The bank never gave me an available balance for my mobile deposit so you all have just taken my money for no reason. He assured me my money in full would be back in my account. This morning around  XXXX  my account had an available balance of  XXXX  So I went to go attempt to pay my bill that is past due and my card declined.   I called  BB & T  and the representative asked me more than normal security questions including my drivers license number Then to tell my the fraud department has put a hold on my whole account. With no explanation.   When I made my opening deposit it was made in a branch in which I showed my ID and signed my signature card The  BB & T m anager I spoke with assured my account was fine and he would wave all fees.     I\npersonally feel that my account is being froze because I told multiple BB & T representatives they have horrible service and after my {$300.00} was put back I would be closing my account. It 's been 3 days and they have refused to give my my cash out my account. And if it was a problem with my mobile deposit they have yet to let me know what or send me anything.","date_sent_to_company":"2017-05-17T11:17:37.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"30093","tags":"Servicemember","has_narrative":true,"complaint_id":"2486612","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BB&T CORPORATION","date_received":"2017-05-17T10:57:44.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["I received my <em>card</em> on  XX/XXX/2017 .   I <em>made</em> my opening deposit on   XX/XX/2017     of {$50.00}.   I <em>made</em> 3  XXXX  transactions Mobile deposit of {$490.00} And {$300.00} ATM deposit They held my cash and mobile deposit Then on   XX/XX/17     my mobile deposit was supposed to be <em>made</em> <em>available</em> then I was told by  XXXX  it would be <em>available</em>. Around  XXXX  I noticed my account was over drawn  XXXX  When I called they said it was a problem with my mobile deposit so I then asked what?"]},"sort":[15.261004,"2486612"]},{"_index":"complaint-public-v1","_id":"13755997","_score":15.154657,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> I deposited a bank issued check. Meaning a check issued from a bank owned account or suspense account ( official check ) from the return on a security deposit of a secured credit card from Capital One Bank previous XXXX XXXX. The bank notified me funds would be available on XX/XX/year>. I knew that was incorrect as that was a bank holiday. On XX/XX/year> I contacted the bank as I did not see my funds available and it was disclosed to me that my funds were placed on hold. I advised the manager that they were in violation of regulation cc as they have placed a check issued by their bank and or subsidiary of their bank on hold. I explained to them that unless they suspected fraud they were in violation of the regulation as the check are official funds issued by their own bank. I also told them I had not been provided anything in writing stating my check was going to be placed on hold and I requested something in writing and was told that it would take up to 30 days to send me something in writing. I have been with the bank over 4 years never had a return deposited item and I have had multiple large deposits that have exceeded this amount numerous times. The check is only {$1000.00}. They verbally informed me funds will be made available XX/XX/year>.","date_sent_to_company":"2025-05-28T14:11:13.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"89130","tags":"Servicemember","has_narrative":true,"complaint_id":"13755997","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-05-28T13:39:28.000Z","state":"NV","company_public_response":null,"sub_issue":"Problem making or receiving payments"},"highlight":{"complaint_what_happened":["I have been with the bank over 4 years never had a return deposited item and I have had <em>multiple</em> large deposits that have exceeded this amount numerous times. The check is only {$1000.00}. They verbally informed me funds will be <em>made</em> <em>available</em> XX/XX/year>."]},"sort":[15.154657,"13755997"]},{"_index":"complaint-public-v1","_id":"11439826","_score":14.994639,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, an unauthorized in-store purchase of approximately {$1900.00} was made using my XXXX ( Synchrony Bank ) credit card at a XXXX store XXXX. I discovered this fraud after receiving a letter from Synchrony Bank about an unauthorized credit line increase request that I did not make. My physical card has been in my possession and unused for years, indicating a serious security breach. \n\nTimeline of Events : - XX/XX/XXXX : Unauthorized {$1900.00} purchase made at XXXX store - XX/XX/XXXX : Received letter from Synchrony about unauthorized credit line increase request Attempts to Resolve : XXXX. Contacted Synchrony Bank 's fraud department multiple times, spoke with numerous overseas customer service reps who barely understood me. \nXXXX. Submitted fraud complaint to fraud department, I was told there would be a follow up but I never heard back. \nXXXX. Bank never provided me with a reference number regarding my case. \n\nDocuments Available : - Synchrony Bank letter regarding unauthorized credit line increase - Screenshot of fraudulent charges made on the card Desired Outcome : I want Synchrony Bank to : XXXX. Remove the fraudulent charges immediately XXXX. Provide detail on how my personal information was compromised XXXX. Implement proper security measures to prevent future unauthorized charges XXXX. Provide written confirmation of all actions taken This situation has caused significant distress and required substantial time to address. The combination of fraudulent charges and an unauthorized credit line increase request suggests serious identity theft concerns that Synchrony Bank has failed to address appropriately.","date_sent_to_company":"2025-01-09T03:23:40.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"07011","tags":null,"has_narrative":true,"complaint_id":"11439826","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2025-01-09T03:09:56.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Documents <em>Available</em> : - Synchrony Bank letter regarding unauthorized credit line increase - Screenshot of fraudulent charges <em>made</em> on the <em>card</em> Desired Outcome : I want Synchrony Bank to : XXXX. Remove the fraudulent charges immediately XXXX. Provide detail on how my personal information was compromised XXXX. Implement proper <em>security</em> measures to prevent future unauthorized charges XXXX."],"product":["Credit <em>card</em>"],"sub_product":["Store credit <em>card</em>"],"sub_issue":["<em>Card</em> was charged for something you did not purchase with the <em>card</em>"]},"sort":[14.994639,"11439826"]},{"_index":"complaint-public-v1","_id":"7401172","_score":14.796837,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"We opened a credit card through Costco with Citi Bank, which we used for vacation. We made a large payment against our large balance, we sent in a check for {$5000.00}. We did this believing that the funds would go from our bank, to the credit card, and then we would have {$5000.00} in available credit on that card to use. But we do not. Citi Bank has taken the money from my bank, but will not allow me to use have that amount available for 288 hours, or 12 days. \n\nThe check we sent began processing on XX/XX/XXXX and was cleared from our account as posted by our bank on XX/XX/XXXX. Although Citi Bank policy states to allow up to 48 hours for large transactions, they will not release the balance until XX/XX/XXXX. Multiple calls to customer care and management have resulted in an unequivocal no from Citibank. They will not, and can not do anything to allow this balance to be available for use. This Citibank policy was not written or disclosed at any point. Had I as the customer been properly informed that there was a policy that any large first time payment would be under Review for such a long period of time I would not have made such a large payment. However, because I was trying to be financially responsible and pay my debts, that amount of money is not available for my use either on my personal bank account or from my credit card. This is a situation that I did not anticipate because their policy did not disclose it. Now it is the first week of school and I have no money in my bank and no money on my credit card. \n\nI made such a large payment out of my bank funds under the belief that at the worst, I would have to wait a couple of days before being able to use that amount of money on my credit card. Our financial plan for this pay period was to use the credit card to pay for food, clothes and school supplies for the first week of school. Then next pay period make another large payment, thus using our credit card as it is designed to be used. Now I am forced to take a 401 ( k ) loan and overdraft my bank account by several hundred dollars. Each and every transaction up to a max of {$1000.00} will result in a large overdraft fee of {$25.00}. When this is all said and done I am anticipating having a financial loss and damage of around {$2000.00} because of a policy that I was not informed existed, and has no recourse to correct. I can not feed my kids, I can not but school supplies, I can not put gas in my car, and I am am powerless because I was trying to be responsible. My best hope is that my 401 ( k ) transaction clears before I reach my overdraft limit. \n\nUpon multiple attempts to work through this, the best resolution offered was a {$50.00} credit to my rewards balance, which will be available to use in XXXX, which is 6 months from now. If I were to do something similar to my credit card company, they would be fining me thousands. To make matters worse, they stated that if we had paid with a debit card, it would have never gone for review. I wont begin with the discussion on the security of debit card transactions and fraud vs a signed check with a routing number, because as the government body overseeing this, I am sure you know more about that than I do and see the ridiculousness of that. \n\nCitibank, at this point it feels like they are stealing from me. They stole my {$5000.00} and because of an undisclosed and I detailed policy, I am penniless for almost two full weeks. And they have offered no reasonable solution. In addition, their unethical actions will cost me thousands in penalties and fees. Please call for more information.","date_sent_to_company":"2023-08-14T16:12:22.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"744XX","tags":null,"has_narrative":true,"complaint_id":"7401172","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-08-14T15:48:15.000Z","state":"OK","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["We opened a credit <em>card</em> through Costco with Citi Bank, which we used for vacation. We <em>made</em> a large payment against our large balance, we sent in a check for {$5000.00}. We did this believing that the funds would go from our bank, to the credit <em>card</em>, and then we would have {$5000.00} in <em>available</em> credit on that <em>card</em> to use. But we do not. Citi Bank has taken the money from my bank, but will not allow me to use have that amount <em>available</em> for 288 hours, or 12 days."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[14.796837,"7401172"]},{"_index":"complaint-public-v1","_id":"7422112","_score":14.562007,"_source":{"product":"Checking or savings account","complaint_what_happened":"XXXX XXXX  I opened XXXX accounts for my self and my employees at Optum Bank. On XX/XX/ I deposited {$1000.00} into each of my employees as well as my XXXX account. Almost immediately, Optum Bank has managed to lose my deposit, per their website there was a ACH withdrawal of {$1000.00} the same day I made the deposit, except I had no access to the account and the funds weren't even available at that time. I discovered this error when my wife tried to use the XXXX debit card and it was rejected. Optum has given multiple excuses, including a security breach and system errors, however they have done nothing to resolve the issue, On XX/XX/XXXX I was told they are trying to resolve the issue in batches meaning this has happened to multiple people. Optum Bank has essentially held my money hostage for XXXX weeks and can give no estimate as to when it might be released. I have asked Optum to credit my account for the {$1000.00} until the resolve the matter they have refused. they literally lost my deposit within hours of me making it and clearly in no hurry to resolve the matter","date_sent_to_company":"2023-08-18T14:26:22.000Z","issue":"Managing an account","sub_product":"Savings account","zip_code":"46060","tags":null,"has_narrative":true,"complaint_id":"7422112","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"OPTUM BANK, INC.","date_received":"2023-08-18T14:06:16.000Z","state":"IN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Almost immediately, Optum Bank has managed to lose my deposit, per their website there was a ACH withdrawal of {$1000.00} the same day I <em>made</em> the deposit, except I had no access to the account and the funds weren't even <em>available</em> at that time. I discovered this error when my wife tried to use the XXXX debit <em>card</em> and it was rejected."]},"sort":[14.562007,"7422112"]},{"_index":"complaint-public-v1","_id":"11434683","_score":14.551426,"_source":{"product":"Credit card","complaint_what_happened":"Wells Fargo converted my XXXX XXXX to a One Key Mastercard without my consent. When I made my first transaction months later, I had no access to the APR. Although I had online banking, there were no statements available before that, and the APR wasnt displayed anywhere in the app or website. Wells Fargos claim that APR can always be found in the statement is irrelevant, as no statement existed at the time. This left me unable to make an informed decision, violating transparency requirements under the Truth in Lending Act. \n\nOn top of this, before I activated the new card, multiple unauthorized transactions occurred in the XXXX XXXX. While Wells Fargo resolved my fraud claim, they have not addressed the critical issue : how my unused, non-activated card information was compromised in the first place. \nSince the card was new and unused, this suggests a failure on Wells Fargo 's part to protect sensitive customer information. The fact that my data ended up in the hands of bad actors reflects potential negligence in their systems or by their employees. \n\nDespite raising these concerns with Wells Fargo and the Department of Financial Services, the bank has refused to investigate the data breach or take accountability for the lack of transparency and security that led to these issues.","date_sent_to_company":"2025-01-08T03:10:40.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"11235","tags":null,"has_narrative":true,"complaint_id":"11434683","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-01-08T02:08:31.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Privacy issues"},"highlight":{"complaint_what_happened":["On top of this, before I activated the new <em>card</em>, <em>multiple</em> unauthorized transactions occurred in the XXXX XXXX. While Wells Fargo resolved my fraud claim, they have not addressed the critical issue : how my unused, non-activated <em>card</em> information was compromised in the first place. \nSince the <em>card</em> was new and unused, this suggests a failure on Wells Fargo 's part to protect sensitive customer information."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[14.551426,"11434683"]},{"_index":"complaint-public-v1","_id":"2371326","_score":14.540905,"_source":{"product":"Prepaid card","complaint_what_happened":"My complaint is with Direct Express, the card used by the government to issue Social Security XXXX benefits. On XX/XX/2017, a deposit of {$910.00} was placed on the card. Around XXXX, I checked my balance, only to see {$17.00} available on the card. I made several attempts to call Direct Express. After about 3 hours and multiple attempts ( the call \" dropped '' several times while I was holding ), the phone was answered by a customer service rep who informed me that there were several ATM transactions made in XXXX, totaling {$900.00}. There was also a {$2.00} transaction in which the 'card ' was swiped ( also made in XXXX ). \nI live in Mississippi. I have never been to Florida. I 'm currently in XXXX visiting relatives. \n\nI informed them that I did not complete or authorize these transactions and that I was a victim of identity theft. Direct Express canceled my card and will be sending a new card. I asked what I needed to do to get my funds added back to my account. I was told that I would have to wait 3-5 business days to receive the fraud forms in the mail. Once the forms are completed filled out and returned to them, an investigation would be started. In the meantime, I do not have money to pay my bills ( mortgage, water, electric ) or get back home. This is my first time in Maryland and I do not want to ask my relatives for money since I do n't know when/if I will be able to pay them back. \n\nThis XXXX check is my only source of income.","date_sent_to_company":"2017-03-07T22:29:20.000Z","issue":"Unauthorized transactions/trans. issues","sub_product":"Government benefit payment card","zip_code":"387XX","tags":null,"has_narrative":true,"complaint_id":"2371326","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"Comerica","date_received":"2017-03-03T22:18:38.000Z","state":"MS","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My complaint is with Direct Express, the <em>card</em> used by the government to issue Social <em>Security</em> XXXX benefits. On XX/XX/2017, a deposit of {$910.00} was placed on the <em>card</em>. Around XXXX, I checked my balance, only to see {$17.00} <em>available</em> on the <em>card</em>. I <em>made</em> several attempts to call Direct Express."],"product":["Prepaid <em>card</em>"],"sub_product":["Government benefit payment <em>card</em>"]},"sort":[14.540905,"2371326"]},{"_index":"complaint-public-v1","_id":"8404079","_score":14.319469,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/2023, there were multiple fraudulent charges on my card from XXXX ( {$1100.00}, {$100.00}, {$25.00}, {$50.00} ). I immediately disputed the transactions with Apple Card. They walked me through security functions to help prevent further fraudulent charges and told me they would reach out to the manufacturer-sending me any information/ packet that they would have about the charge. Then on XX/XX/2023, 2 more additional fraudulent charges were made ( {$160.00} and {$50.00} ) and again, I immediately disputed these charges. I requested for them to block XXXX and was told they are not able to block merchants. Instead, I requested to put an entire hold on the card to help prevent any further fraudulent charges. On XX/XX/2023 I received an email confirming they resolved these disputes as fraudulent and removed all the charges. I then reached out to have my card reactivated because of this email. I had to reach out again on XX/XX/2023 to remove the block- this time I had to call because of my frustration. Then on XXXX XXXX I received an email saying they were reversing the dispute based on available information. I immediately reached out again and asked for this available information. I again, redisputed this charge. On XX/XX/2023, they again reversed this charge only. And again I asked for the information and reapplied the dispute and told them I will continue to fight this charge as it was fraudulent just as the other charges from XXXX were. Again on XX/XX/2023, I redisputed the charge and asked for the information regarding this charge. They then reversed the charge on XX/XX/2023 and I immediately disputed the charge. Almost a year has gone by where Apple Card is refusing to provide me any information about this fraudulent charge. They were able to remove ALL the other fraudulent charges but this one with NO EXPLANATION. This is extremely frustrating!","date_sent_to_company":"2024-02-23T12:10:23.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"225XX","tags":null,"has_narrative":true,"complaint_id":"8404079","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-02-23T11:40:29.000Z","state":"VA","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["On XX/XX/2023, there were <em>multiple</em> fraudulent charges on my <em>card</em> from XXXX ( {$1100.00}, {$100.00}, {$25.00}, {$50.00} ). I immediately disputed the transactions with Apple <em>Card</em>. They walked me through <em>security</em> functions to help prevent further fraudulent charges and told me they would reach out to the manufacturer-sending me any information/ packet that they would have about the charge."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[14.319469,"8404079"]},{"_index":"complaint-public-v1","_id":"8042282","_score":14.1469145,"_source":{"product":"Prepaid card","complaint_what_happened":"I received a {$500.00} American Express XXXX XXXX XXXX credit card on XX/XX/XXXX from my employer as a holiday gift. \n\nI made sure the card was activated and on XX/XX/XXXX attempted to make an online purchase from a vendor who accepts AMEX ( XXXX ) for sale for {$360.00} after tax. This purchase required inputting all card security information including the security code, after which I got a message that there was an issue with an invalid payment. I tried to re-enter the card number and redo the transaction multiple times without success. \n\nI then attempted to make the same online purchase from another vendor who accepts AMEX ( XXXX, same price, item was to arrive XX/XX/XXXX ). I again provided the full card security information and it appeared the purchase was successful. However, days later the order was still pending, the payment had not been processed, there had been no charge to the AMEX gift card account and no order fulfillment progress from XXXX. \n\nOn XX/XX/XXXX I called XXXX to check on the status of my order. XXXX told me that authorization of payment had been declined and that the issue was on American Expresses side. \n\nI checked the balance of my card online ( AmexGiftCard.comXXXX  ) and the balance was {$490.00} with XXXX {$0.00} chargers, XXXX from XXXX and XXXX from XXXX. \n\nAt this point, I was very frustrated. I contacted AMEX Gift Card service by phone and was eventually able to reach a customer service agent. The agent told me that some online vendors reject cards if the security information is not provided. I told the agent the online vendors did ask for, and were provided with, all security information. I also noted that these vendors ( XXXX, XXXX ) are by far the largest online sellers in the XXXX and that it was ridiculous I could not use a prepaid card with them. The customer service agent then told me that I should instead spend the card in person and not use it online, despite the cardmember agreement explicitly saying this can be used for online purchases that accept American Express. \n\nThe specific model of the product I am trying to purchase is not available in stores nearby and I obviously can not purchase from XXXX in person. I am in a position where A ) a XXXX gift is not going to arrive in time B ) I will not be able to take advantage of the online sale price or perhaps even find said item A ) I can't use my own money/gift card online even though they accept AMEX and XXXX ) I have been severely limited in where I can use my own money/gift card.","date_sent_to_company":"2023-12-21T18:50:15.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"98144","tags":null,"has_narrative":true,"complaint_id":"8042282","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2023-12-21T17:31:05.000Z","state":"WA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["I received a {$500.00} American Express XXXX XXXX XXXX credit <em>card</em> on XX/XX/XXXX from my employer as a holiday gift. \n\nI <em>made</em> sure the <em>card</em> was activated and on XX/XX/XXXX attempted to make an online purchase from a vendor who accepts AMEX ( XXXX ) for sale for {$360.00} after tax. This purchase required inputting all <em>card</em> <em>security</em> information including the <em>security</em> code, after which I got a message that there was an issue with an invalid payment."],"product":["Prepaid <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose prepaid <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[14.1469145,"8042282"]},{"_index":"complaint-public-v1","_id":"7676438","_score":14.039563,"_source":{"product":"Credit card","complaint_what_happened":"From XX/XX/XXXX to XX/XX/XXXX {$6100.00} in fraudulent transactions were charged to my Citibank credit card. The transactions happened online and physically in multiple states including Texas, California, Utah, Arkansas, Maine and Washington. In XXXX XXXX  XXXX I had a XXXX balance, had not used the card since before then, and so was not receiving statements. I never received notification from Citibank related to any suspicious activity ( nothing by U.S. mail, not a phone call, not a text ). In XXXXXXXX XXXX XXXXXXXX, Citibank sent me an offer in the mail to increase my available credit. I responded via phone call, and that's when I was notified of the past due outstanding balance. Citibank claims that they sent me a new card in XXXX XXXX  XXXX, and that I am responsible for the charges made in Texas. I have repeatedly explained that all of the charges are fraudulent, and that I never received the card. I filed reports with the local police, and The Federal Trade Commission. I have put a quick lock on my Citibank accounts, and a freeze on my credit with the XXXX major credit bureaus. {$4100.00} has been credited back to my account. {$2200.00}, which included {$190.00} in interest and late fees, has not been credited. I sent a letter requesting their investigation be reopened. Citibank 's security operations manager told me to stop calling or I would receive a letter in the mail telling me to stop calling.","date_sent_to_company":"2023-10-10T11:49:13.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"77379","tags":null,"has_narrative":true,"complaint_id":"7676438","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-10-10T05:37:04.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["In XXXXXXXX XXXX XXXXXXXX, Citibank sent me an offer in the mail to increase my <em>available</em> credit. I responded via phone call, and that's when I was notified of the past due outstanding balance. Citibank claims that they sent me a new <em>card</em> in XXXX XXXX  XXXX, and that I am responsible for the charges <em>made</em> in Texas. I have repeatedly explained that all of the charges are fraudulent, and that I never received the <em>card</em>. I filed reports with the local police, and The Federal Trade Commission."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Card</em> was charged for something you did not purchase with the <em>card</em>"]},"sort":[14.039563,"7676438"]},{"_index":"complaint-public-v1","_id":"17434159","_score":14.027537,"_source":{"product":"Credit card","complaint_what_happened":"I opened a new Chase Sapphire Reserve account a little over one month ago. My wife is an Authorized User ( AU ). We have charged nearly {$11000.00} to the account so far and have paid nearly {$1000.00} in combined annual fees. Despite this, Chase has repeatedly placed improper security holds and declined legitimate transactions for both me and my AU, even after multiple successful identity verifications.\n\nDuring the last week, my wife had several valid charges declined. When she called Chase, she was told that Security could not assist her because she is an AU. When I called in, Chase repeatedly asked me to validate her card information, which made no sense.\n\n- Across at least seven calls totaling over two hours, I received conflicting and inaccurate information : - One Chase representative said there were no declines, while another confirmed the declines and existing security holds.\n\n- I repeatedly completed identity verificationincluding personal info, credit report data, and AU informationbut Chase still placed new manual holds, claiming I failed verification, even after verifying successfully minutes earlier.\n\n- After Chase assured me the account was all good, both my wifes and my own cards were declined again.\n\n- The AU was not permitted to resolve her own card issues and Chase insisted on speaking to me constantly, even when she was simply adding her card to XXXX XXXX. \n- Chase placed a manual hold on my account 10 minutes after I had completed full verification. \n\nCustomer service escalation also failed : - Security supervisors were not available for an hour. \n- A rep named XXXX disconnected the call during verification. \n- A representative named XXXX stated that supervisors do not take calls. \n- I was repeatedly transferred between Security, Fraud, and Customer Service with no resolution. \n\nChase opened an internal case : XXXX. \n\nThis disruption has caused lost time, repeated embarrassment from public declines, inability for my AU to reliably use her card, and a significant failure of service for a premium-fee product.","date_sent_to_company":"2025-11-21T19:17:51.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"17434159","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-21T19:10:59.000Z","state":"MD","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Despite this, Chase has repeatedly placed improper <em>security</em> holds and declined legitimate transactions for both me and my AU, even after <em>multiple</em> successful identity verifications.\n\nDuring the last week, my wife had several valid charges declined. When she called Chase, she was told that <em>Security</em> could not assist her because she is an AU. When I called in, Chase repeatedly asked me to validate her <em>card</em> information, which <em>made</em> no sense."],"product":["Credit <em>card</em>"],"issue":["Trouble using your <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Can't use <em>card</em> to make purchases"]},"sort":[14.027537,"17434159"]},{"_index":"complaint-public-v1","_id":"4044225","_score":13.99415,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I recently received my Walmart Capital One Card with a {$300.00} Limit on XX/XX/XXXX. I use this card to track my spending. I downloaded the Capital One App to my phone. I pay this card off as soon as the balance gets near my credit limit. But the first time using the Capital One App I tried to set up my payment to pay off the card through Cap One App. Unfortunately my Social Security/Disability Direct Deposit changed deposit dates 3 times for my last payment to me for XXXX, so I changed the payment through Cap One App accordingly. All of my changes were done by me WAY BEFORE A PAYMENT WAS REQUIRED and only by me using their Phone App not talking to a Representative. You have to cancel the first payment you set up to set up the New Payment Date each time which I did. Being New to Capital One and their internal rules ( not listed exactly but in general terms how they may use them in their Credit Card Agreement with the Consumer ). I did pay my first payment on XX/XX/XXXX, but without me knowing it they processed my payment and held any available credit to be used from XXXX XXXX until XX/XX/XXXX. I called in multiple times from XX/XX/XXXX until XX/XX/XXXX. I was told repeatedly that they are holding my available credit because this type of canceling a payment and changing the date on a New Account sends up Red Flags as fraudulent activity. But they said once this first payment was released in my available credit which could take up to 7 to 26 days to clear. My available credit would be changed accordingly. Also they said this would happen each time a set up a payment through their system and canceled it. So I made my notes not to pay through Cap Ones App until I was sure I wanted to process a payment. They also said this would not happen again if I set up a date and never changed it. So by the end of XXXX on XX/XX/XXXX I made a payment through their system and within 3 days the payment and available credit updated correctly. Then by XX/XX/XXXX I made another payment for the full amount of my balance ( XXXX of the month bills ) so I knew I would pay this card off twice or three times this month. But once again Capital One, processed my last payment on the XX/XX/XXXX but held my available credit. This time when I called into their customer service center to talk to a Representative, they referred back to the first time In XX/XX/XXXX that because I had canceled my payment multiple times the first time I used it, once again they would hold this available credit for 8 to 26 days and the Cap One Representative ( a supervisor said this time they would hold it for 26 days ). I asked why this time and not all 3 times since I had not canceled any payment since the 1st payment with them. He said it is well within Capital Ones rights to do so as my paying this card off quickly within the first 60 days shows Fraudulent Activity of Payments. I said What are you talking about I have never once not paid you in full and not once has a payment of mine been processed and returned. So I started to record our phone conversation and made this Cap One Representative aware of it as, he did with me once he started the call. So now Capital One and myself were recording the call. He said he would hang up because Capital One does not allow their calls to be recorded. I said fine, then I do not agree that Capital One can record my phone call either. He said the only way he could talk to me about this problem was for me to stop recording and allow Capital One to continue recording which was protected by the Federal Reserve Board of Regulations. I said no, either we both recorded the calls or neither party records this call, that way both people would be protected against words spoken and a transcript being available of this call, or we could talk without use of any recording. He got furious on the phone and said I am going to hang up and then hung up. So this last payment has cleared my bank and still no available credit as should be. And I was treated like a second class Citizen by this last representative and was told that his Company was Capital One and regardless of who I called or complained to about this. No one could tell Capital One as a Company what to do ... .my name is XXXX XXXX","date_sent_to_company":"2021-01-03T15:28:06.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"32244","tags":"Servicemember","has_narrative":true,"complaint_id":"4044225","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2021-01-03T14:28:06.000Z","state":"FL","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["So I <em>made</em> my notes not to pay through Cap Ones App until I was sure I wanted to process a payment. They also said this would not happen again if I set up a date and never changed it. So by the end of XXXX on XX/XX/XXXX I <em>made</em> a payment through their system and within 3 days the payment and <em>available</em> credit updated correctly. Then by XX/XX/XXXX I <em>made</em> another payment for the full amount of my balance ( XXXX of the month bills ) so I knew I would pay this <em>card</em> off twice or three times this month."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"issue":["Trouble using your <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Can't use <em>card</em> to make purchases"]},"sort":[13.99415,"4044225"]},{"_index":"complaint-public-v1","_id":"2724635","_score":13.968754,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Chase Bank sent me a credit card in XX/XX/XXXX that never arrived and was later used to make fraudulent purchases in XX/XX/XXXX. Chase closed the account when they detected the purchase as fraudulent but they have refused to remove the charges against me. I have tried contacting them multiple times without getting any action from them. I have also filed police reports in XXXX XXXX, California ( where I live ) and XXXX XXXX, NV where the fraudulent purchases were made. \n\nTimeline : XX/XX/XXXX Fraudulent purchase at XXXX XXXX in XXXX XXXX for {$25000.00} ( APPROVED ) XX/XX/XXXX Fraudulent purchase at SuperStore {$320.00} ( DECLINED ) Fraudulent purchase at XXXX XXXX {$25000.00} ( DECLINED, which later was APPROVED ) XX/XX/XXXX I called Chase Fraud Department and was told that credit card account was turned over to Chase Security Department XX/XX/XXXX I called Chase Security Department XX/XX/XXXX I called Chase Security Department I faxed letter to Chase I set credit freeze with XXXX I filed police report with the XXXX XXXX Sherriff 's Department. The case was subsequently, turned over to XXXX XXXX Police Department. \n\nXX/XX/XXXX I called Chase Fraud Department and was told to call Chase Security Department next week XX/XX/XXXX I called Chase Security Department. Found out that Chase sent two cards, 1 in XXXX and another one in XXXX. I never requested for these cards. The card sent out in XXXX was received but the card sent out in XXXX was never received. \n\nXX/XX/XXXX I called Chase Security Department and was told that the case was still pending and no results until 10 days later. Someone was supposed to call back after 10 days but no one did. \n\nXX/XX/XXXX I faxed second letter to Chase XX/XX/XXXX Chase Dispute Department called. Case was still pending XX/XX/XXXX I called Chase Security Department and they were going to escalate the issue XX/XX/XXXX I called Chase Security Department. They would call me back in two days but no one did. \n\nXX/XX/XXXX I called Chase Security Department, was transferred to Dispute Department and then transfered back to Security Department. I asked to speak with a supervisor but no one was available. I was told that the case was still pending and it would take them 10 days to investigate, XX/XX/XXXX XXXX from Chase Lending Department called and informed me that I am still liable for the charges.","date_sent_to_company":"2017-11-09T05:48:43.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"92887","tags":null,"has_narrative":true,"complaint_id":"2724635","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2017-11-09T05:12:50.000Z","state":"CA","company_public_response":null,"sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["Chase Bank sent me a credit <em>card</em> in XX/XX/XXXX that never arrived and was later used to make fraudulent purchases in XX/XX/XXXX. Chase closed the account when they detected the purchase as fraudulent but they have refused to remove the charges against me. I have tried contacting them <em>multiple</em> times without getting any action from them. I have also filed police reports in XXXX XXXX, California ( where I live ) and XXXX XXXX, NV where the fraudulent purchases were <em>made</em>."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["<em>Card</em> was charged for something you did not purchase with the <em>card</em>"]},"sort":[13.968754,"2724635"]},{"_index":"complaint-public-v1","_id":"3657176","_score":13.832618,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I opened a Discount Tire credit card in XX/XX/XXXX to purchase tires for my vehicle and to also add an additional account to my credit. I purchased the tires in XXXX of XXXX and didn't receive my first bill till XXXX of XXXX. Prior to receiving my first bill I did receive a phone call from Synchrony bank informing me that my payment was late. I found this was strange news to hear as I still didn't have a bill yet. Durning the call I tried to make a payment from my PAYPAL debit card which is my main banking platform but there system kept rejecting my payment so I told them that I would have to get a new account to pay with. About a week later I was able to make my first payment of {$100.00} towards my balance of {$1100.00} with the contracted terms of no interest, if paid in full, within 9 months. I received my bill for the next month and found discrepancies on it so I called Synchrony Bank to get some answers. The discrepancies that I found was that they did not apply my full {$100.00} payment to my account balance but instead took out a card security fee of {$20.00} which made my first payment short and late because the minimum payment wasn't made, they then also charged me a with an additional late fee of {$39.00}. I did not sign up for a card security program. They refused to remove the card security fee from my bill and send me an accurate bill per the terms of my initial purchase receipt with Discount Tire and I've tried to explain on multiple calls with different representives that I did not sign up for the card security. \nI have been trying to pay my balance of {$1000.00} over the phone with XXXX since XX/XX/XXXX, well before the 9 months of interest free as shown in my agreement. They refuse to accept my payment and continued to demand I owe them card security fees, interest, and late payment fees. After Speaking with a local debt consolidation company I sent them a personal check for the remanning balance of {$1000.00} via certified mail on XXXX and due to the COVID-19 Pandemic the certified item was delivered and available for pickup at there PO BOX on XXXX. My personal check was cashed on XXXX and my account was credited in the amount {$1000.00}, even thought my check was written for and presented to my bank in the amount of {$1000.00}. \nAccording to my original agreement this should satisfy my financial obligations on this account. There should no be any negative reporting to the credits bureaus in regards to this situation. \nI appreciate the CFPB and your help in this matter, since after having to file com [ plaints with various other credit bureaus, as well as attempting to resolve this issue with Synchrony bank directly, several times. I felt as if i had no other choice, so thank you for your time.","date_sent_to_company":"2020-05-18T17:53:33.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"80537","tags":null,"has_narrative":true,"complaint_id":"3657176","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2020-05-18T16:21:55.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Add-on products and services"},"highlight":{"complaint_what_happened":["The discrepancies that I found was that they did not apply my full {$100.00} payment to my account balance but instead took out a <em>card</em> <em>security</em> fee of {$20.00} which <em>made</em> my first payment short and late because the minimum payment wasn't <em>made</em>, they then also charged me a with an additional late fee of {$39.00}. I did not sign up for a <em>card</em> <em>security</em> program."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[13.832618,"3657176"]},{"_index":"complaint-public-v1","_id":"2183411","_score":13.819607,"_source":{"product":"Credit card","complaint_what_happened":"I have had a credit card account with American Express for over 10 years, never missed a payment and for the last 3 years plus had a XXXX balance but maintained an available balance of {$8000.00}. On XXXX XXXX, 2016 I had a Family emergency ( in another state ) that required immediate need for financial intervention. On the morning of XXXX/XXXX/2016 I called American Express and confirmed with their customer service I had an {$8000.00} available credit and a XXXX balance. I went ahead and proceeded to use my American Express card to address my emergency situation that same day. I used the card to secure a {$3000.00} retainer for an Attorney ( due to a family member XXXX ) and then attempted to use the card to post XXXX with a XXXX XXXX XXXX ( to secure release of my XXXX member ). The XXXX XXXX XXXX kept getting a \" rejected '' notice on my American Express card. The XXXX XXXX re-submitted for payment several times over next several hours. I began calling American Express to investigate and rectify the situation. My frantic calls to AE were transferred multiple times and I was eventually informed to contact AE 's Fraud prevention/monitoring department. AE 's fraud people informed the \" denials '' were an attempt to insure the fraud prevention ; it was a \" security/fraud matter '' to screen for unsolicited charges. I gave my approval to AE to authorize payment immediately to the specified XXXX XXXX XXXX. After numerous attempts to make payment through my AE card failed. I then used another card for this matter BUT - it was to late and my family member was required to spend the night in jail and be processed out the next morning. \nPlease be aware, I later made contact with AE to voice my complaint, anger and objection about this issue on several occasions in XXXX and XXXX 2016. I was eventually told, coincidentally, ON THE SAME DAY of my need for use of the available balance on my American Express Card ( XXXX XXXX, 2016 ), AE lowered my available balance from {$8000.00} to {$3100.00} - I had received NO Notice of this reduction ( remember earlier in the same day I was told of my available {$8000.00} ). Therefore the charge of the Attorney 's retainer had left nothing available for the charge of the XXXX XXXX service ( my family member was XXXX ). \" Coincidentally '' I received in the mail in XXXX 2016, a notice of \" lowered credit limit '' to {$3100.00}, dated XXXX XXXX, 2016. \nI have yet to receive any further contact from American Express about my complaint to the company on this whole situation. Therefore I 'm appealing to CFPB to move this forward, In addition I am hopeful CFPB can make the public aware of the continued actions of corporations, like American Express that put profits before people ; and the consequences that affect people 's lives. \nI look forward to your assistance and response, Thank you.","date_sent_to_company":"2016-10-28T11:40:51.000Z","issue":"Other","sub_product":null,"zip_code":"337XX","tags":null,"has_narrative":true,"complaint_id":"2183411","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2016-10-28T11:40:50.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["My frantic calls to AE were transferred <em>multiple</em> times and I was eventually informed to contact AE 's Fraud prevention/monitoring department. AE 's fraud people informed the \" denials '' were an attempt to insure the fraud prevention ; it was a \" <em>security</em>/fraud matter '' to screen for unsolicited charges. I gave my approval to AE to authorize payment immediately to the specified XXXX XXXX XXXX. After numerous attempts to make payment through my AE <em>card</em> failed."],"product":["Credit <em>card</em>"]},"sort":[13.819607,"2183411"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":496,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":496}]}},"product":{"doc_count":496,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":120,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":97},{"key":"Savings account","doc_count":14},{"key":"Other banking product or service","doc_count":9}]}},{"key":"Credit reporting or other personal consumer reports","doc_count":117,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":117}]}},{"key":"Credit 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