{"took":1537,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":64,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"16119604","_score":36.89475,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I submitted a dispute with copies of my valid identification ( passport, drivers license, and Social Security card ). Instead of processing my dispute, I received a letter stating that my request did not appear to come directly from me or an authorized third party. This is incorrect. I am the consumer, and I submitted the dispute directly. By refusing to process my request, TransUnion has denied me my rights under the FCRA to have inaccurate information investigated and corrected.","date_sent_to_company":"2025-09-20T22:26:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"08618","tags":null,"has_narrative":true,"complaint_id":"16119604","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2025-09-20T22:17:02.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Old information reappears or never goes away"},"highlight":{"complaint_what_happened":["I submitted a dispute with copies of my <em>valid</em> <em>identification</em> ( <em>passport</em>, <em>drivers</em> <em>license</em>, and Social <em>Security</em> <em>card</em> ). Instead of processing my dispute, I received a letter stating that my request did not appear to come directly from me or an authorized third party. This is incorrect. I am the consumer, and I submitted the dispute directly. By refusing to process my request, TransUnion has denied me my rights under the FCRA to have inaccurate information investigated and corrected."]},"sort":[36.89475,"16119604"]},{"_index":"complaint-public-v1","_id":"10802291","_score":36.55943,"_source":{"product":"Checking or savings account","complaint_what_happened":"I previously filed a complaint, XXXX. The problem stemmed from a vending machine overcharging {$2.00}. TD bank, for security reasons deactivated my debit card, even though this was a technological, not a fraud issue. I was told the only way I could receive a replacement debit card the same day, is if I had a cellphone, despite the fact I presented a United States passport, and New York State drivers license. I was lied to by the bank manager XXXX XXXX and his underling XXXX I could access funds at the teller window. It took a half hour to get my money. Finally, I was contacted by the Regional Market Manager for the XXXX XXXX XXXX, XXXX XXXX XXXX XXXX after contacting various state and federal government agencies. She used her authority to get me a debit card the same day. However, the problem still remains. The gist of the problem is TD banks dictatorial discriminatory policy, which denies me same day access to a replacement debit card, unless I use a cellphone. Until this policy is changed the problem remains. I should be able to receive a replacement debit card the same day, once I show valid identification, and what can be more valid than a United States passport and/or a New York State drivers license?","date_sent_to_company":"2024-11-14T13:33:01.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"10462","tags":"Older American","has_narrative":true,"complaint_id":"10802291","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TD BANK US HOLDING COMPANY","date_received":"2024-11-14T12:42:18.000Z","state":"NY","company_public_response":null,"sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I should be able to receive a replacement debit <em>card</em> the same day, once I show <em>valid</em> <em>identification</em>, and what can be more <em>valid</em> than a United States <em>passport</em> and/or a New York State <em>drivers</em> <em>license</em>?"],"sub_issue":["Problem using a debit or ATM <em>card</em>"]},"sort":[36.55943,"10802291"]},{"_index":"complaint-public-v1","_id":"3947674","_score":33.73015,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"My complaint is regarding how Capital One 's fraud department 1 ) mishandled a suspicious activity on my account 2 ) did not provide an alternative means for identity verification for a US citizen temporarily deployed abroad who does not have a state ID or driver 's license. On XX/XX/XXXX, I tried to pay a bill via an online payment channel in the XXXX. The first time I entered my credit card information I received an error from the payment processor. Since I didn't receive any fraud alert via my Capital One app or email, I assumed the error was on the side of the payment processor. Therefore, I reentered my credit card information and re-tried the transaction. After I received the same error, I decided to instead call Capital One to check if there is an issue with my credit card. The customer service representative assisted me and found that the transaction was flagged as suspicious but that he can help me unlock the card again so that I could re-enter the payment information and re-send the payment. After a security verification process ( he sent me a code to the mobile app ), the representative confirmed that I am now free to use the card and retry. I asked the service representative to stay on the line in case there are any problems. After I re-entered and re-submitted the credit card information, the same error appeared. The representative informed me that it must be because it can take 20-30 min for the changes he put into the system to take place. He suggested to re-try after that period and we ended the call. However, this was already suspicious to me so instead of trying the card a fourth time, I called the fraud department again after a few hours to confirm that my card was good to use. I was then informed that my case had been escalated, a hold been placed on the account, and I needed to provide advanced identification to remove the restriction. This consisted of submitting a copy of a valid US driver 's license. I informed the case worker that I do not have a valid US driver 's license and am currently XXXX in the XXXX, using a local XXXX driver 's license and a US passport for identification purposes. I inquired if there is an alternative verification pathway for cases like mine but was informed that a state ID or driver 's license is the only way. I kindly informed the representative that I felt discriminated against for not having a driver 's license and hoped that Capital One fraud team would create an alternative verification process for cases like mine in the future. I also informed that it was not clear when I would return to the US ( although my intention was to return ) to get a new driver 's license that now became necessary to unlock the account. Flash forward nine months. Due to the COVID-19 pandemic, I ended up not being able to return to the US in XXXX. On XX/XX/XXXX, I received a warning letter that my account will be closed if I do not provide the requested information within 45 days. I again called the fraud department to explain my situation and that I am unable to get a driver 's license as I am unable to leave the XXXX during the pandemic. I informed them that I have a US passport, expired driver 's licenses, and a valid foreign driver 's license. I was told to submit these for evaluation and they would put in a note about my current situation. A few weeks later, I received a call that they still couldn't accept my validation documents since the US driver licenses had expired years ago. Again, I asked if there is no alternative way for verification for cases like mine but was again told that the only way is via a valid US driver 's license. Since this discussion, I received a letter on XX/XX/XXXX that my account had been closed because I was not able to provide the requested information. It is a shame since this is my longest-running credit account dating all the way back to XXXX. Clearly, something went wrong on their side during the escalation of the account ( why did the customer service representative tell me to use the card again when it was not fully cleared yet ) but there was never any admission of this mistake. Instead, Capital One Fraud department was hiding behind the requirement for me to provide driver 's license identification and not willing to make alternative arrangements in light of my situation and the ongoing pandemic.","date_sent_to_company":"2020-11-11T07:25:43.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"3947674","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-11-11T00:59:31.000Z","state":"IL","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I informed the case worker that I do not have a <em>valid</em> US <em>driver</em> 's <em>license</em> and am currently XXXX in the XXXX, using a local XXXX <em>driver</em> 's <em>license</em> and a US <em>passport</em> for <em>identification</em> purposes. I inquired if there is an alternative verification pathway for cases like mine but was informed that a state ID or <em>driver</em> 's <em>license</em> is the only way."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[33.73015,"3947674"]},{"_index":"complaint-public-v1","_id":"11087826","_score":32.678402,"_source":{"product":"Credit card","complaint_what_happened":"Without any prior warning, my card was locked after I made a {$800.00} gift card purchase on XXXX ( while I had a {$12000.00} credit limit ). When I contacted the customer service team, I provided my date of birth and the last four digits of my Social Security number as requested. However, I was told I needed to visit a local branch in person with two forms of identification to resolve the issue. \n\nI complied with these instructions and went to a local branch, bringing my U.S. passport card and XXXX XXXX card. To my surprise, the branch declined my XXXX XXXX card and insisted that I needed a state ID or drivers license. As someone who does not drive and recently became a U.S. citizen, I do not possess either form of identification. Consequently, the branch refused to unlock my credit card. \n\nI find this situation unacceptable for several reasons : 1. Why was my card locked without prior notification for what should be considered a normal purchase?\n\n2. Why is a valid U.S. passport card, a universally recognized government-issued ID, deemed insufficient by your bank?\n\n3. Why does your policy require two photo IDs when I am able to provide multiple other documents to verify my identity, including bank statements, my citizenship certificate, and other credit cards?","date_sent_to_company":"2024-12-09T21:49:14.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"11087826","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2024-12-09T21:30:54.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I complied with these instructions and went to a local branch, bringing my U.S. <em>passport</em> <em>card</em> and XXXX XXXX <em>card</em>. To my surprise, the branch declined my XXXX XXXX <em>card</em> and insisted that I needed a state ID or <em>drivers</em> <em>license</em>. As someone who does not drive and recently became a U.S. citizen, I do not possess either form of <em>identification</em>. Consequently, the branch refused to unlock my credit <em>card</em>. \n\nI find this situation unacceptable for several reasons : 1."],"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":[32.678402,"11087826"]},{"_index":"complaint-public-v1","_id":"15448325","_score":32.458565,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Against Capital One Mishandling of Fraud Investigation and Denial of Access to Verified Funds On XX/XX/year>, I was the victim of a fraudulent check scam. I reported the incident to Capital One within 48 hours. In response, my account was locked pending investigation. Since then, Ive made repeated attempts to obtain updatesoften waiting over an hour on holdonly to receive no meaningful information. When I finally reached someone connected to the investigation team, they refused to proceed due to an issue with my identification.\n\nThis refusal is unjustified. I had previously verified my identity using my drivers license without issue. My license was recently revoked due to unrelated legal circumstances ; I offered other forms of identification including my birth certification, social security card, etc. Despite this, I was denied service in resolving this matter entirely.\n\nThe bank does not have a physical branch in Minnesota, leaving me with no option but to communicate by phone. Their policy of accepting only a valid drivers license or passport excludes customers who may not possess those forms of ID, effectively denying access to verified funds. I currently have deposits from legitimate sources that I can not access, causing financial hardship and emotional distress.\n\nI am requesting that the CFPB investigate this matter and assist in compelling Capital One to accept reasonable forms of identification, release my verified funds, and provide a clear resolution to the original fraud report. I am prepared to provide documentation supporting my claims. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-08-22T19:13:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"56301","tags":null,"has_narrative":true,"complaint_id":"15448325","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2025-08-22T18:58:00.000Z","state":"MN","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["When I finally reached someone connected to the investigation team, they refused to proceed due to an issue with my <em>identification</em>.\n\nThis refusal is unjustified. I had previously verified my identity using my <em>drivers</em> <em>license</em> without issue. My <em>license</em> was recently revoked due to unrelated legal circumstances ; I offered other forms of <em>identification</em> including my birth certification, social <em>security</em> <em>card</em>, etc. Despite this, I was denied service in resolving this matter entirely."]},"sort":[32.458565,"15448325"]},{"_index":"complaint-public-v1","_id":"14455726","_score":32.32037,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year> I did an online application for the Wells Fargo XXXX XXXX card assuming I would be instantly approved due to my high income and XXXX XXXX score. I was denied due to identity verification as they could not verify my cell phone number with a code. I was advised to go in person to a branch and take my photo ID. I did exactly this and brought along a myriad of documents. The woman at the branch took a copy of my drivers license, passport, bank account, and two utility bills- all current and showing my first, last, and address. \n\nI was again denied with the statement unable to verify identity. The branch manager then got involved in helping with my application, taking other documents provided, again with my first, last, and address - faxing them in, and escalating my case. \n\nI was again denied with the statement unable to verify identity and that my homeowners insurance document was altered as the account number and limits were blacked out. I provided this document with no redactions- and again was denied with the statement unable to verify identity. \n\nI provided : Valid passport, Valid drivers license, Social security card, A current pay stub, Marriage certificate, Current utility bill with name and address : gas, water, telephone, electricity, internet, Mortgage statement, Current homeowners insurance policy, Current vehicle registration, A current bank statement with name and address, Current credit card statements with name and address from other lenders. \n\nI provided everything I have except a copy of my birth certificate. \n\nThrough all of this, I was simply told they were unable to verify my identity. The number of documents I provided is more that what is required to get a drivers license or passport. I was never given an answer as to what else could have possibly been provided to verify my identity. \n\nMy application was grossly mishandled, and took up a great deal of my time running back and forth in person. I am requesting that Wells Fargo remove the hard credit pull as I provided every document that was requested and they are all sufficient with my first, last, and address including photo identification. \n\nSimply stating unable to verify identity is covering this mishap up and not doing right by consumers as you can see by the list of documentation provided.","date_sent_to_company":"2025-07-03T22:22:51.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"805XX","tags":"Servicemember","has_narrative":true,"complaint_id":"14455726","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-07-03T21:54:50.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["I provided : <em>Valid</em> <em>passport</em>, <em>Valid</em> <em>drivers</em> <em>license</em>, Social <em>security</em> <em>card</em>, A current pay stub, Marriage certificate, Current utility bill with name and address : gas, water, telephone, electricity, internet, Mortgage statement, Current homeowners insurance policy, Current vehicle registration, A current bank statement with name and address, Current credit <em>card</em> statements with name and address from other lenders. \n\nI provided everything I have except a copy of my birth certificate."],"product":["Credit <em>card</em>"],"issue":["Getting a credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[32.32037,"14455726"]},{"_index":"complaint-public-v1","_id":"3939052","_score":31.652008,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"This is a follow up complaint about Capital One Credit Card Company. My original complain number is XXXX. This was closed after Capital One provided their feedback but I found that feedback unacceptable. \n\nThey state in their response that : \" On the first page of your Customer Agreement ( enclosed ), under the Account Information section, it states, We may ask you for additional documents to verify any changes. We may restrict or close your Account if we can not verify your information, or if you do not provide it as requested.\n\nThe entire statement is this : \" We need information about you to manage your account. This includes : 1. your legal name ; 2. a valid U.S. mailing address and residential address ( if different ) ; 3. your date of birth ; 4. your Social Security number or other government identification number ; 5. your telephone number ( s ) ; and 6. your employment and income information ; You must tell us when this information change. We may ask you for additional documents to verify any changes. We may restrict or close your Account if we can not verify your information, or if you do not provide it as requested. '' I opened this card in XXXX and they asked me for additional documents for ID verification in XXXX. I do not know what changes occurred to required that additional information. \n\nIn XXXX they asked me for the front and back of my valid driver 's license or State ID, proof of residency ( utility bill ) and a signed copy of my Social Security Card. I provided the driver 's license and a copy of a utility bill. I asked them for an alternative to the social security card as I did not have that with me. They refused to provide an alternative.\n\nAccording to the agreement Capital One quoted, they MAY ask for additional information. It is not required. They do not specify what type of information which indicates there is flexibility. \n\nUnder item 4 of the agreement, they require my social security number OR other government identification number. I provided my social security number. 10 months after opening the account Capital One asked for additional information. They asked for my driving license. This is a Government ID and would satisfy items 1, 3 and 4 of their list of documents. They ask for a utility bill which satisfies item 2. A copy of my social security card does not provide any additional backup which they did not already cover. I also offered my passport which is another valid Government Identification number.\n\nCapital One 's was unwilling to provide an alternative to my social security card even though they had already satisfied the ID verification requirements as per our agreement. This is a breach of contract. The contract states that Capital One \" MAY ask for additional documents to verify any changes. '' What changes occurred to require documents and if there is no specific set of documents listed, why can they not choose an alternative document when I do not have access to the specific one which they require?","date_sent_to_company":"2020-11-05T15:46:11.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"77084","tags":null,"has_narrative":true,"complaint_id":"3939052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2020-11-05T14:55:16.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["A copy of my social <em>security</em> <em>card</em> does not provide any additional backup which they did not already cover. I also offered my <em>passport</em> which is another <em>valid</em> Government <em>Identification</em> number.\n\nCapital One 's was unwilling to provide an alternative to my social <em>security</em> <em>card</em> even though they had already satisfied the ID verification requirements as per our agreement. This is a breach of contract."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[31.652008,"3939052"]},{"_index":"complaint-public-v1","_id":"20379406","_score":29.354042,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I am filing a new complaint regarding PayPals handling of inaccurate personal data and its impact on my ability to conduct financial transactions. \n\nIn a prior complaint, PayPal stated that my account was permanently limited due in part to a mismatch between the Social Security Number ( SSN ) on my account and the SSN on documents I provided. I submitted valid government-issued identification, including my Social Security card , passport, and drivers license. \n\nIf PayPals records contain an SSN that does not match my actual SSN, then PayPal is maintaining inaccurate personal identifying information. I have not been given any opportunity to correct or verify this discrepancy. \n\nAdditionally, PayPal has stated that I should still be able to transact with merchants. This is not accurate. I recently attempted to complete a transaction using a credit card through a PayPal-processed checkout. Multiple valid credit cards were declined. The same card was successfully processed when entered manually outside of PayPals system. \n\nThis demonstrates that PayPal is restricting transactions at the payment processing level tied to my identity, even when I am not using a PayPal account directly. \n\nThis complaint is specifically regarding : XXXX. Maintenance of inaccurate personal data ( SSN mismatch ) XXXX. Lack of ability to correct that data XXXX. Interference with lawful financial transactions beyond the PayPal platform I am requesting a review of the accuracy of the personal data PayPal maintains and correction of any inaccurate information.","date_sent_to_company":"2026-03-18T18:00:17.000Z","issue":"Managing, opening, or closing your mobile wallet account","sub_product":"Mobile or digital wallet","zip_code":"48198","tags":"Servicemember","has_narrative":true,"complaint_id":"20379406","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2026-03-18T17:49:55.000Z","state":"MI","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["In a prior complaint, PayPal stated that my account was permanently limited due in part to a mismatch between the Social <em>Security</em> Number ( SSN ) on my account and the SSN on documents I provided. I submitted <em>valid</em> government-issued <em>identification</em>, including my Social <em>Security</em> <em>card</em> , <em>passport</em>, and <em>drivers</em> <em>license</em>. \n\nIf PayPals records contain an SSN that does not match my actual SSN, then PayPal is maintaining inaccurate personal identifying information."]},"sort":[29.354042,"20379406"]},{"_index":"complaint-public-v1","_id":"2077038","_score":28.504736,"_source":{"product":"Bank account or service","complaint_what_happened":"Hi I have a Net Spend Debit Card. NET SPEND OUTSOURCED THEIR CUSTOMER RELATION DEPARTMENT TO ANOTHER COUNTRY, AS A RESULT, NETSPEND IS FRAUDENTLY TRYING TO RETAIN SOCIAL SECURITY CARDS FROM CUSTOMERS FOR ILLEGAL PRACTICES. \n\nTHE FACTS - I HAD A DIRECT DEPOSIT COME INTO MY CHECKING ACCOUNT WITH NET SPEND. NET SPEND STATES THAT MY NAME IS DIFFERENT ON MY ACCOUNT SO THEY ARE RETURNING THE FUNDS. NETSPEND STATES THAT I HAVE TO SEND A GOVERNMENT IDENTIFICATION FROM THE LIST BELOW TO PROVE THAT MY NAME IS PROPER AND THAT IT IS ME. SO I SENT THEM MY DRIVERS LICENSE TWICE AS REQUIRED BELOW. THEN THEY ASK ME TO SEND MY SOCIAL SECURITY CARD. I TOLD THEM THAT I MISPLACED MY SOCIAL SECURITY CARD AND YOUR LIST BELOW SAYS I CAN SEND MY PASSPORT AS AN ALTERNATIVE. NETSPEND REFUSE TO TAKE MY PASSPORT AND REFUSED TO TAKE MY MILITARY ID. \nAS YOU CAN SEE FROM THEIR LETTER BELOW, THEY WILL NOT ACCEPT ANYTHING BUT MY SOCIAL SECURITY CARD BECAUSE THEY WANT TO DO SOMETHING FRAUDENTLY WITH IT. PLUS, THIS IS ANOTHER COUNTRY THAT I AM TALKING TO BECAUSE NET SPEND OUTSOURCED THEIR CUSTOMER RELATIONS DEPARTMENT TO ANOTHER COUNTRY. SO THE OTHER COUNTRY DOES NOT KNOW XXXX EITHER. \n\nFROM NETSPEND BELOW : NetSpend Email Security Information : Email : XXXXXXXXXXXX Update Card Ending : XXXX Pending Direct Deposit Notification Dear XXXX, We received a direct deposit for your NetSpend account. This deposit is pending and your account is blocked. For your security, we need additional information to make the money available to you and remove the block. \nWe want to make sure you receive your money. Please contact us by calling the number on the back of your card as soon as possible. Our hours of operation are XXXX to XXXX Monday through Friday and XXXX to XXXX Saturday and Sunday, Central Time. If we are not able to resolve this before XXXX CST on XXXX/XXXX/2016, your deposit will be returned to the sender. \nWe post deposits when we receive them as long as your account is activated and in good standing and the name on the deposit matches the name of a cardholder on your account. If your card has not been activated, please activate it now. If you are receiving a deposit in another name, you will need to add that person as a cardholder on your account. \nThank you, Your NetSpend Customer Service Team Dear cardholder, We appreciate your assistance in submitting the document ( s ) we requested. In our review of the document ( s ), we are not able to verify your information. \nID : Driver 's License - REJECTED - due to camera flash. \nSSN : Social Security Card - STILL NEEDED - Proof of Address : - STILL NEEDED - These are options on the types of documents you can submit : One of the following types of ID is accepted as proof of Social Security Number : - Social Security Card - Military ID ( front and back copy ) that contains the social security number One of the following types of valid Government ID is accepted as proof of identification : -State-issued ID card -Government / Military ID -Passport -Permanent US-Resident card for foreign-born, non-citizens ( green card ) -USA Employment Authorization card One of the following types of documents as accepted as proof of address : Note : Document must date within last 30 days, and must be in cardholder name. Address must match the address that is listed on your account with us. \n- Utility bill ( water, electric, gas, phone, cable, Internet, security system ) - US issued ID with matching address - Paycheck Stub/Earnings Statement - Cell phone bill ( prepaid services are not accepted ) - Bank statement - Credit Card bill - Insurance bill ( not Insurance ID card ) - Medical bill - Letter from Social Security/Treasury/Veterans Affairs Office - Auto Registration Renewal - 401K Statement - Letter from State Unemployment Agency or Department of Labor - Medicaid Letter - Social Security Card, if it is still attached to","date_sent_to_company":"2016-08-27T20:23:38.000Z","issue":"Making/receiving payments, sending money","sub_product":"Checking account","zip_code":"33179","tags":"Servicemember","has_narrative":true,"complaint_id":"2077038","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2016-08-23T17:14:51.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["NETSPEND STATES THAT I HAVE TO SEND A GOVERNMENT <em>IDENTIFICATION</em> FROM THE LIST BELOW TO PROVE THAT MY NAME IS PROPER AND THAT IT IS ME. SO I SENT THEM MY <em>DRIVERS</em> <em>LICENSE</em> TWICE AS REQUIRED BELOW. THEN THEY ASK ME TO SEND MY SOCIAL <em>SECURITY</em> <em>CARD</em>. I TOLD THEM THAT I MISPLACED MY SOCIAL <em>SECURITY</em> <em>CARD</em> AND YOUR LIST BELOW SAYS I CAN SEND MY <em>PASSPORT</em> AS AN ALTERNATIVE. NETSPEND REFUSE TO TAKE MY <em>PASSPORT</em> AND REFUSED TO TAKE MY MILITARY ID."]},"sort":[28.504736,"2077038"]},{"_index":"complaint-public-v1","_id":"5256514","_score":27.628891,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Since XXXX I have been trying to get a credit report only to be informed that I did not exist in any of the three credit reporting agencies systems. This was understandable considering that I have never used credit at all and never plan on doing so. \nI was advised that I had to create a credit report by visiting one of the three agencies to present a valid identification to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from Experian. The office that I visited and presented my Passport, Birth certificate, Social Security card, a Drivers license and a current utility bill to establish my physical address was XXXX. \nThe clerk was only interested in the Drivers License. When I received a copy of my first ever credit report, I immediately noticed that the report contained someone else 's information as to their name, addresses and employment history. Next, I checked the other two agencies and discovered that all three reports were exactly the same! \nI assumed that this was merely a clerical error by the otherwise preoccupied data entry clerk that I visited. Naturally I requested a correction, as it apparently matters. At age XXXX I applied for a carry permit at the local police station, where I have actually lived since leaving the military after returning from XXXX in XXXX, only to be detained due to an active warrant for my arrest due to a background check that brought up one of the names that these agencies had placed in my newly created report. \nLuckily, after being finger printed the police informed me that I was not the person that the warrant was looking for, as the prints did not match and I have no criminal history at all!!! SO, THIS IS A SERIOUS SITUATION. The police advised me to get this corrected or I will continue to have problems in the future. These reports can be very damaging and expensive to correct if you are lucky enough to get these agencies to correct the problem as they are very reluctant to cooperate while responsible as well as libelous for any adverse actions suffered by anyone based on incorrect information in these reports. I have been continuously attempting to have all three credit agencies correct my report by sending valid photo identification to no avail. CAN SOMEONE PLEASE HELP ME?","date_sent_to_company":"2022-02-23T15:23:20.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"00924","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5256514","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-02-23T13:15:23.000Z","state":"PR","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 was advised that I had to create a credit report by visiting one of the three agencies to present a <em>valid</em> <em>identification</em> to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from Experian. The office that I visited and presented my <em>Passport</em>, Birth certificate, Social <em>Security</em> <em>card</em>, a <em>Drivers</em> <em>license</em> and a current utility bill to establish my physical address was XXXX. \nThe clerk was only interested in the <em>Drivers</em> <em>License</em>."]},"sort":[27.628891,"5256514"]},{"_index":"complaint-public-v1","_id":"5256516","_score":27.625793,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Since XXXX I have been trying to get a credit report only to be informed that I did not exist in any of the XXXX credit reporting agencies systems. This was understandable considering that I have never used credit at all and never plan on doing so. \nI was advised that I had to create a credit report by visiting XXXX of the XXXX agencies to present a valid identification to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from XXXX. The office that I visited and presented my Passport, Birth certificate, Social Security card, a Drivers license and a current utility bill to establish my physical address was XXXX. \nThe clerk was only interested in the Drivers License. When I received a copy of my first ever credit report, I immediately noticed that the report contained someone else 's information as to their name, addresses and employment history. Next, I checked the other XXXX agencies and discovered that all three reports were exactly the same! \nI assumed that this was merely a clerical error by the otherwise preoccupied data entry clerk that I visited. Naturally I requested a correction, as it apparently matters. At age XXXX I applied for a carry permit at the local police station, where I have actually lived since leaving the military after returning from XXXX in XXXX, only to be detained due to an active warrant for my arrest due to a background check that brought up XXXX of the names that these agencies had placed in my newly created report. \nLuckily, after being finger printed the police informed me that I was not the person that the warrant was looking for, as the prints did not match and I have no criminal history at all!!! SO, THIS IS A SERIOUS SITUATION. The police advised me to get this corrected or I will continue to have problems in the future. These reports can be very damaging and expensive to correct if you are lucky enough to get these agencies to correct the problem as they are very reluctant to cooperate while responsible as well as libelous for any adverse actions suffered by anyone based on incorrect information in these reports. I have been continuously attempting to have all three credit agencies correct my report by sending valid photo identification to no avail. CAN SOMEONE PLEASE HELP ME?","date_sent_to_company":"2022-02-23T15:23:35.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"00924","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5256516","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-02-23T15:23:30.000Z","state":"PR","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I was advised that I had to create a credit report by visiting XXXX of the XXXX agencies to present a <em>valid</em> <em>identification</em> to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from XXXX. The office that I visited and presented my <em>Passport</em>, Birth certificate, Social <em>Security</em> <em>card</em>, a <em>Drivers</em> <em>license</em> and a current utility bill to establish my physical address was XXXX. \nThe clerk was only interested in the <em>Drivers</em> <em>License</em>."]},"sort":[27.625793,"5256516"]},{"_index":"complaint-public-v1","_id":"5256515","_score":27.612213,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Since XXXX I have been trying to get a credit report only to be informed that I did not exist in any of the XXXX credit reporting agencies systems. This was understandable considering that I have never used credit at all and never plan on doing so. \nI was advised that I had to create a credit report by visiting XXXX of the XXXX agencies to present a valid identification to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from XXXX. The office that I visited and presented my Passport, Birth certificate, Social Security card, a Drivers license and a current utility bill to establish my physical address was TransUnion. \nThe clerk was only interested in the Drivers License. When I received a copy of my first ever credit report, I immediately noticed that the report contained someone else 's information as to their name, addresses and employment history. Next, I checked the other XXXX agencies and discovered that all three reports were exactly the same! \nI assumed that this was merely a clerical error by the otherwise preoccupied data entry clerk that I visited. Naturally I requested a correction, as it apparently matters. At age XXXX I applied for a carry permit at the local police station, where I have actually lived since leaving the military after returning from XXXX in XXXX, only to be detained due to an active warrant for my arrest due to a background check that brought up XXXX of the names that these agencies had placed in my newly created report. \nLuckily, after being finger printed the police informed me that I was not the person that the warrant was looking for, as the prints did not match and I have no criminal history at all!!! SO, THIS IS A SERIOUS SITUATION. The police advised me to get this corrected or I will continue to have problems in the future. These reports can be very damaging and expensive to correct if you are lucky enough to get these agencies to correct the problem as they are very reluctant to cooperate while responsible as well as libelous for any adverse actions suffered by anyone based on incorrect information in these reports. I have been continuously attempting to have all three credit agencies correct my report by sending valid photo identification to no avail. CAN SOMEONE PLEASE HELP ME?","date_sent_to_company":"2022-02-23T15:23:35.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"00924","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"5256515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2022-02-23T15:23:30.000Z","state":"PR","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 was advised that I had to create a credit report by visiting XXXX of the XXXX agencies to present a <em>valid</em> <em>identification</em> to establish an account in my name for credit reporting purposes only, which I did. Next, I received a credit report from XXXX. The office that I visited and presented my <em>Passport</em>, Birth certificate, Social <em>Security</em> <em>card</em>, a <em>Drivers</em> <em>license</em> and a current utility bill to establish my physical address was TransUnion. \nThe clerk was only interested in the <em>Drivers</em> <em>License</em>."]},"sort":[27.612213,"5256515"]},{"_index":"complaint-public-v1","_id":"7845596","_score":27.366835,"_source":{"product":"Credit card","complaint_what_happened":"Having been a Capital One Venture One account holder in good standing for a number of years, I was deeply troubled by how my fraud alert issue was recently handled, prompting a formal written complaint to their Corporate Headquarters by certified mail on Tuesday XX/XX/2023 What began as a potential fraud alert on my account in response to a purchase I attempted to make on XX/XX/2023 devolved into a complete systems failure by Capital One to have additional protocols in place to process identity verifications. Following a week of attempts to verify my identity, I was permanently locked out of my account, in spite of submitting numerous forms of valid state and federal identification, as well as requested support documents. \n\nAs a result of this completely avoidable and easily remedied action, my account is now permanently restricted. I can no longer use my credit card nor access my XXXX plus hard earned awards points. \n\nHow could this happen? \nI will recount the details of my unfortunate exchanges with Capital One Venture One as thoroughly as possible. \n\nOn XX/XX/2023, I attempted to make a purchase in the amount of {$1900.00} for a newsletter subscription to XXXX XXXX, a financial newsletter subscription service. \nI received an alert via phone and email that I needed to call to verify that I indeed was making this purchase. \n( Typically, with past alerts, I have received a simple text asking me to respond with either a ( Y ) es, confirming the purchase, or a ( N ) o, which would signify that there was an attempted fraud on my card. I did not receive that. If I had, this matter could have been resolved in seconds. ) At that time I proceeded to call Capital One to confirm that I did indeed authorize the {$1900.00} charge, and that there was no attempted fraud. After that call was made the representative lifted the fraud alert, allowing me to access me credit card. \n\nHowever, just moments after it was lifted, the fraud alert was reinitiated and my account was restricted again.The representative did not explain why the restriction was reinitiated, which I found to be an inadequate response. After pressing the issue, the representative said that the credit card attempted to re initiate the {$1900.00} charge, which flagged another fraud alert, resulting in my being locked out again. Why did Capital One do that? If they had simply allowed me to re initiate the charge myself, I would have verified it was a legitimate charge and the issue would have been easily settled. \n\nI was then asked to provide more information that would once again verify my identity. \n\nAfter doing so, the representative said she would call me back on another line to verify that this was indeed my cell phone number. Unfortunately, that call went right to voicemail, as I had my incoming calls on call forward. We were then disconnected. Events began to needlessly escalate from that point forward. \n\nThe next time I called back, XX/XX/XXXX, I was told that another layer of identity verification was now required. I was somewhat perturbed yet understood that this may be necessary in order to protect my account. Fine. A link was texted that allowed me to send a photo of the front and back of my current valid Arizona State Drivers License. After several attempts I was finally able to successfully upload my ID, but the representative apparently could not see the images. I was frustrated and said I would call back the next morning to attempt the verification again. Hours had ticked by and I had meetings to attend. \nThe next business day, the representative/supervisor I reached said she could no longer send me a text for verification and that I would NOW have to respond via an email link. Ok. Fine.\n\nVia the email link I was finally able to upload my ID. The supervisor said I should wait on the line while she scanned the my drivers license to verify it. This all should finally be resolved, I thought.\n\nUnfortunately not.\n\nThe supervisor returned to the phone to inform me that inexplicably, my valid, current Arizona Drivers License was not able to be verified. I was flabbergasted. I told the supervisor that there must be some mistake as my license is an absolutely current and valid State ID. I tried to send it again. Same result. She could not explain why a valid current form of ID was rejected. This was more and more looking like an internal systems failure. ( I took the photos with my XXXX XXXX XXXX XXXX.which has always taken easily upload-able, readable and valid documents, including various forms of ID. ) The bar code on the ID should have been read properly. \n\nWhen I called back a bit later, I told the representative that I was also in possession of my current, valid Federal US Passport, as I was currently in XXXX for business. Would that serve as an acceptable replacement? The supervisor asked me to submit it. I did. He scanned it, and, after review told me that it was indeed a valid form of identification and that he was able to immediately reinstate access to my account. He apologized for the inconvenience. I thought, well, finally, after 3 days of dealing with this, the issue was settled. However, within minutes of my fraud alert being lifted, it was again, inexplicably locked. My patience at this point was being sorely tested. There seemed to be not only an internal systems failure, but a level of customer service confusion that was needlessly escalating an easily resolvable issue. \n\nWhen I called back to inquire as to why my account was locked again,, I was told I was now required to submit 3 separate pieces of identification : A valid State ID, a Social Security Card and a utility bill verifying my address, account # and billing details. I had access to all 3 back in XXXX XXXX, but I could not respond until I got back home Tuesday, XX/XX/XXXX. I was informed that my valid, Federal current US Passport was not an acceptable, even though after scanning it, they said it was deemed a valid Passport. ( I used the same XXXX XXXX to upload that document fyi. ) There was no reason given as to why. This was becoming a tremendous inconvenience. However I was sure it would all be resolved as soon as I presented all required documentation. \n\nWeek 2 : XXXX XX/XX/2023 I called Capital One that morning, and after being connected with yet another Supervisor, I explained what had happened the previous day ; that my account was unlocked after uploading a copy of my US Passport and then inexplicably restricted again. She had no explanation. Instead she reiterated that I should upload all 3 forms of previously requested Identification. I alerted the Supervisor that my valid Arizona Drivers License had been previously rejected. She could not explain why. No worries, I told her, I also had a valid, current recently issued California Real ID card that I could send instead. I now had multiple forms of identification. She requested I submit both my Arizona Drivers license ( again ) and the California Real ID Card. I did so. My Social Security Card was also uploaded, scanned and verified. My utility bill was sent, scanned and, after calling the utility company with me on the line to confirm, also verified. However, not only was my Drivers License once again rejected but so was my legal, current California Real ID card!\n\nI could not believe that this was happening. I told her that this must be an internal issue. She did not respond. I then suggested that I would be happy to upload my valid Federal US Passport again, ( the same one that a previous supervisor had accepted on XX/XX/XXXX, which had been scanned, verified, and approved, resulting in the initial lifting of the restriction on my account ) At that time the supervisor placed me on hold and then confirmed that a current valid Federal US Passport was not an acceptable form of Identification. It was shocking to me that a valid current US passport was not an acceptable back up form of acceptable Identification.\n\nThis customer service response represents perhaps the single most egregious example of what was becoming more and more apparent ; that Capital One has a confusing, contradictory and deeply flawed identity verification process that does not provide for an effective alternative method of identity verification ; In this case, a valid, current Federal US Passport.\n\nHow could 2 valid state IDs be rejected and a valid Federal US Passport not be acceptable? Baffling. Not one supervisor had an answer for me.\n\nOver the next two days, I spoke to several more supervisors who said that my account would remain locked and that no more attempts to upload documents would be accepted. There was nothing more they could do. At that time I was still able to access my account online. I asked the representative how I could access or redeem my XXXX plus accrued award points if my account was now permanently restricted? The supervisor said that I could not and would not be able to access them. Again, I could not believe what I was hearing. Infuriating. \n\nOn Friday XXXX XXXX, I received an email from Capital One informing me that a new document was available in my account to review. However, when I attempted to sign in to my account, I found my user name and password was not accepted. I was locked out. When I called Capital One to ask why I could not gain access, the representative said that because my account was permanently restricted I could no longer access it. I told him I needed access to my statements so that I could properly prepare expenditures for my 2023 tax returns. He said that was no longer possible ( but confirmed that my Autopay was still in place and that my bank account would still be debited, as always, for the full payment due ).\n\nI was stunned beyond words. Literally stunned. And furious. \n\nOn Friday, XXXX XXXX..over one week since this debacle began, I called and asked the representative where I could mail or email a formal written complaint. She wasnt sure. She said she would try to find out. A supervisor came on the line and informed me that there was no email, or mailing address available to file a formal complaint. Really? She suggested I sign in to my account and send a message. I almost burst out laughing. Obviously, as I could no longer access my account, that would be impossible. She had no response. It was as if I was speaking to a bot. \n\nOn XX/XX/XXXX, I called again, and told the representative that I had received an email from Capital One informing me that an outstanding balance would be withdrawn from my checking account via Autopay on XX/XX/2023. I told the representative that I needed to access to my statements to confirm that the charges were accurate. THIS time, the representative said, no problem. XXXX XXXX would email me my statements for review. I was extremely surprised, because the week before a representative told me that as my account was locked, I would not be able to access my statements.. \nWithin the hour, the statements were sent to me via email. \nAgain, confusing and contradictory customer service responses. \n\nWhen I called the next day to attempt to apply my XXXX plus awards points to my balance due, I was told that as my account was permanently locked, I would not be able to access my awards posts and that my balance due would be extracted from my bank account on XX/XX/XXXX. \n\nI made one more attempt to ask if I could upload my ID 's and supporting materials to see if perhaps this time they would be accepted. I told her that I would even use a brand new XXXX XXXX XXXX camera to upload to see if that might make the difference. She was kind enough to send me a link to do so. She sympathized with my situation however she said she could not guarantee that the department that reviews documents would permit another attempt to upload current, valid documents and ID 's. I told her I thought that was extremely unfair, and that I would be unfairly penalized, resulting in the forfeiture of my Award Points. Was there any recourse.? She could not answer. As of this date, I have not received a response. \n\nThis frustrating and truly degrading series of events is why I sent a formal letter of complaint to Capital One Corporate Headquarters, detailing what has been an exhausting, chaotic, unprofessional, incompetent and utterly unacceptable customer service experience. Again, this should have been an easily and quickly resolved issue on day one, call one.\n\nBy the way, I used another credit card to process the same {$1900.00} charge. It took 10 seconds to approve. \n\nThe issue that now remains unresolved is how I will be reimbursed .... or able to apply my XXXX Award Points against future purchases, if I no longer have access to my Credit Card account? \n\nI am requesting that the CFPB investigate this issue. \nI should be given every opportunity to re establish my account and claim my Awards, or receive financial compensation equalling the full value of my accrued awards. \n\nThank you.","date_sent_to_company":"2023-11-16T18:15:37.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"90068","tags":"Older American","has_narrative":true,"complaint_id":"7845596","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-11-13T19:59:46.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["No worries, I told her, I also had a <em>valid</em>, current recently issued California Real ID <em>card</em> that I could send instead. I now had multiple forms of <em>identification</em>. She requested I submit both my Arizona <em>Drivers</em> <em>license</em> ( again ) and the California Real ID <em>Card</em>. I did so. My Social <em>Security</em> <em>Card</em> was also uploaded, scanned and verified. My utility bill was sent, scanned and, after calling the utility company with me on the line to confirm, also verified."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Problem with rewards from credit <em>card</em>"]},"sort":[27.366835,"7845596"]},{"_index":"complaint-public-v1","_id":"7621290","_score":27.016342,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Students who live with their parents do not have credit history, the parents pay all the bills. \n\nEXPERIAN Identity Verification Pass if you have Credit History or Fail if you do not have Credit Score?? \n\nEXPERIAN DISCRIMINATION TACTICS WILL BE REPORTED to Federal Trade Commission and The Consumer Financial Protection Bureau Experian ways of doing business is shameful and greed driven. \n\nExperian sells credit reports. \n\nA person with a clean background and clean criminal history does not make much money to Experian as credit history andcreditscores isn't it? \n\nAll lenders, Banks, credit cards, loaning companies, etc pay Experian good money for credit scoresandcredit history isn't it? \n\nSo if a person does not have a credit history Experian does notmakemoney isn't it? \n\nWhen Experian processes Identification Verification services for employment and Experian see you do not have a credit history, they fail your report to force you to get credit cardsandgetdebts. \n\nIn other words, this intentionally manipulating reports to fail people and force them to get credit cards, loans etc to be profitable in thenearfuture. \n\nCLASS ACTION LAWSUIT > MORE THAN XXXX XXXX AMERICANS DO NOT HAVE CREDIT HISTORY, EXPERIAN SYSTEM IS ALREADY DISCRIMINATING AGAINST THEM. \n\nTHIS IS PURE GREED, EVIL, VICIOUS SCHEME WITH PURE INTENTIONS TO HARM PEOPLE AND MAKE THEM PROFITABLE. \n\nTHIS IS PURE DISCRIMINATING TACTICS WITH ONLY XXXX INTENTION, GREED AND PROFITS!!! \n\nACCORDING TO US CITIZENSHIP AND IMMIGRATION SERVICES AND THE XXXX XXXX XXXX, THE LIST OF ACCEPTABLE DOCUMENTS FOR IDENTITY VERIFICATION ARE : LIST A Documents that Establish Both Identity and Employment Authorization 1. U.S. Passport or U.S. Passport Card LIST B.- Documents that Establish Identity 1. Driver 's license or ID card issued by a State or outlying possession of the United States provided it contains a photograph or information such as name, date of birth, gender, height, eye color, and address. \n\nLIST C.- SOCIAL SECURITY CARD WITH A VALID SOCIAL SECURITY # ACCORDING TO THE UNITED STATES GOVERNMENT THESE DOCUMENTS ARE MORE THAN ENOUGH TO PROVE WORK AUTHORIZATION AND IDENTITY.","date_sent_to_company":"2023-09-28T13:38:02.000Z","issue":"Incorrect information on your report","sub_product":"Other personal consumer report","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7621290","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2023-09-28T13:18:55.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["<em>Passport</em> or U.S. <em>Passport</em> <em>Card</em> LIST B.- Documents that Establish Identity 1. <em>Driver</em> 's <em>license</em> or ID <em>card</em> issued by a State or outlying possession of the United States provided it contains a photograph or information such as name, date of birth, gender, height, eye color, and address. \n\nLIST C.- SOCIAL <em>SECURITY</em> <em>CARD</em> WITH A <em>VALID</em> SOCIAL <em>SECURITY</em> # ACCORDING TO THE UNITED STATES GOVERNMENT THESE DOCUMENTS ARE MORE THAN ENOUGH TO PROVE WORK AUTHORIZATION AND IDENTITY."]},"sort":[27.016342,"7621290"]},{"_index":"complaint-public-v1","_id":"10633637","_score":26.864912,"_source":{"product":"Credit card","complaint_what_happened":"On Sunday, XX/XX/year>, I applied online for a XXXX XXXX credit card through JP Morgan Chase ( Chase ). To date Chase has not properly processed my application and has not treated my application fairly. Chase 's purported reason for declining ( and continuing to decline ) my application is due to a false claim of identity theft. Furthermore, Chase refused to in-take a customer complaint when requested. Below is the timeline of my attempts to clear the false identity theft indicator on my credit card application. \n\nI would like the following actions and response from Chase : XXXX. Provide full and complete details of the source of the false identify theft claim so that I can clear the incorrect information from the source. \nXXXX. Remove the identity theft indicator from my credit card application and the security block from my mobile telephone number. \nXXXX. Fairly and correctly process my credit card application based on my XXXX XXXX of XXXX and payment history where all current and past accounts have been paid as agreed. \n\nFor more than thirty years I have had and maintained excellent credit and all of my accounts have been paid as agreed. Due to numerous data breaches and the disclosure of personally identifiable information by data brokers and credit agencies in the past, I instituted best practices recommended by the financial industry and the Federal government by placing a freeze on my credit files with XXXX, XXXX and XXXX several years ago. I recently contacted XXXX, XXXX and XXXX to inquire if there is any indication of identify theft in my credit files. All three credit bureaus confirm that there is no indication of identify theft in my credit history, and that all my current and past accounts are paid as agreed. \n\nTimeline of Events XX/XX/year> - XXXX temporarily lift the freeze my credit files at XXXX, XXXX and XXXX for XXXX hours ( from XX/XX/year> through XX/XX/year> ) in preparation for submitting an online application for a XXXX XXXX credit card through Chase the next day. Unbeknownst to me, unlike XXXX and XXXX, the XXXX lift expires at XXXX XXXX instead of at XXXX XXXX on XX/XX/year>. \n\nXX/XX/year> - I submit an online application for the XXXX XXXX credit card ( confirmation email attached ). The on-screen online application response indicates that the XXXX credit XXXX did not go through and I am requested to call Chase. \n\nXX/XX/year> - I lift the freeze on my XXXX credit file a second time for another XXXX hours and contact Chase Card Services. The customer service agent is able to locate my application and successfully reruns the XXXX credit check. He indicates that my credit card application was then sent for processing. \n\nXX/XX/year> ( approximate date ) - A letter dated XX/XX/year> from Chase arrives indicating that my credit card application was declined due to suspected identify theft ( copy attached ). \n\nXX/XX/year> XXXX contact Chase in response to the letter dated XX/XX/year> and speak to a customer service agent in Card services. The customer service agent informs me that due to the suspected identify theft, I need to provide additional documentation to confirm my date of birth and physical address. An email from Chase arrives requesting this documentation. Later that day, I upload copies of my Maryland drivers license and a utility bill for my home in response to the request. \n\nXX/XX/year> ( approximate date ) - XXXX dated XX/XX/year> from Chase arrives, indicating that my credit card application was declined due to suspected identify theft ( copy attached ). \n\nXX/XX/year> In order to clear up the false claim of identify theft, I voluntarily make an appointment for XX/XX/year> with XXXX XXXX at a local Chase branch located at XXXX XXXX XXXX, XXXX, MD XXXX to present my identification documents in person in connection with my credit card application ( appointment confirmation attached ). \n\nXX/XX/year> Upon arrival at the Chase branch for my appointment, I am met by XXXX XXXX last name not available ) who indicates that she will handle my appointment instead of XXXX XXXX. For this meeting I bring my valid U.S. Passport, valid Maryland driver 's license, and copies of a utility bill for my home, my property tax bill, XXXX bank account statements, a water and sewer bill, and my mortgage escrow analysis statement as evidence of my identify and my home address. \n\nDuring the appointment : I explain the situation with my credit card application to XXXX and provide her with copies of the letters dated XX/XX/year> and XX/XX/year> from Chase, my Maryland drivers license and my valid XXXX XXXX. \nXXXX contacts the Chase credit card processing center and speaks with an agent, saying that she has authenticated me at the branch with my drivers license and U.S. Passport. During the phone call XXXX also asks me to confirm my email address and mobile phone number. \nAfter the phone call, XXXX explains that the copy of my drivers license that I uploaded on XX/XX/year> was not clear enough, and therefore I received a second letter regarding identify theft. She takes my drivers license into a back office to scan and send it to the credit card processing center. She does not scan my U.S. Passport nor request any other documentation or proof of my identity or home address This indicates that my drivers license fully satisfied Chases process of identifying me as a customer. Moreover, the branch did not mention any continuing issue or doubt concerning my identity during or after my visit. \nXXXX indicates that it takes about an hour for the scan of my drivers license to be processed and within XXXX hours I will receive an email from Chase confirming receipt, and then my credit card application will be sent for processing. \nNo email is ever sent to me from Chase confirming receipt of my scanned drivers license from the branch. \n\nXX/XX/year> ( approximate date ) - I receive a XXXX-sentence letter from Chase saying they are unable to approve my credit card application due to reasons outlined in prior letters. \n\nXX/XX/year> - I contact XXXX, XXXX and XXXX to inquire if there is any indication of identify theft in my credit files. All three credit bureaus confirm that there is no indication of identify theft in my credit history, and that all my current and past accounts are paid as agreed. \n\nXX/XX/year> - On the same day, I contact Chase again to attempt to find out the source of the false identify theft claim and to clear it from my credit card application. \nI speak to a customer service agent in Chase Card Services who confirms my mobile phone number and attempts to authenticate me with a text. He indicates that there is a security block on my mobile phone number so he can not text me. He asks for other information in order to authenticate me. \nThe customer service agent accesses my credit card application. I explain that during my appointment at the branch on XX/XX/year> a copy of my drivers license was submitted by XXXX to clear the false identify theft claim. The customer service agent says there is no record of the appointment at the branch nor is there a copy of my drivers license submitted by the branch. The agent suggested I visit the branch again to present my identification. \nAt this point I indicated that its doubtful that going to the branch again would resolve the issue, and that I would like to submit a customer complaint. The customer service agent does not document my complaint and promises to transfer me directly to an agent who will take my complaint. Instead, he transfers me back to the main XXXX number for customer service to begin the call tree over again. At that time, I ended the call as it would be futile to continue. \n\nXX/XX/year> - Letter dated XX/XX/year> from Chase arrives, indicating that my credit card application was declined due to suspected identify theft ( copy attached ). \n\nXX/XX/year> I contact Chase again in an attempt to submit a customer complaint in connection with my credit card application. \nI am passed around to three ( XXXX ) different departments at Chase before XXXX in Complaints / Fraud Verification actually receives my verbal complaint and assists with my credit card application. After researching my application, XXXX is able to locate the previously lost copy of my drivers license scanned by the Chase branch on XX/XX/year>. XXXX indicates that since it has been more than 30 days since my application, Chase must run another credit check. He also indicates that he will contact me before XXXX XXXX that same day to provide an update on my application. Despite requesting a reference or case number for my complaint, XXXX did not provide one, but asserts that my complaint is captured in the notes associated with my application. \nI am then passed on to the credit verification department and asked to unfreeze my XXXX credit file again. After I submit the unfreeze request online, the credit verification agent runs the credit bureau check and passes me on to the credit card application department. \nThe credit card application department tells me there is a true identify theft indicator on my application but can not tell me where this information is coming from. To date, no one at Chase can or is willing to explain what this indicator is, why it is associated with my application or phone number, or how to remove it. \nFrom there I am sent to the credit card lending department and each time Im passed to a different person I am asked to receive a security code via text, and then told that my mobile number has a security block and a code can not be generated. Each time I ask for details about the security block and no one is able to explain why it exists or how to remove it. Each time I am required to end the call and wait for the customer service agent to call me back on my mobile number. Finally the credit card lending department fails to call me back and the XXXX hours that I spent on the phone passed around Chase departments comes to an end. \nA few minutes before XXXX XXXX on XX/XX/year>, I receive a call from XXXX in Complaints / Fraud Verification who tells me that the only way to process my credit card application is that I must once again go to a local Chase branch to present my identification documents in person. While I am at the branch I must have a banker call XXXX after presenting my IDs. \n\nBased on my poor experience with Chase customer service to date I am reluctant to visit the Chase branch again as I have no confidence that my visit will resolve the matter. Moreover, having already presented my valid XXXX XXXX and valid Maryland driver 's license at the branch, the receipt of which was confirmed by XXXX, requiring that I once again travel to a branch office and re-present my identification feels punitive and unnecessary. \n\nBefore I waste any more of my valuable time, I would like Chase to thoroughly investigate the source of the false identify theft claim and provide me with full details as to how and why it exists, the source of the information that resulted in it being placed on my application, and provide reassurance that when I do visit the branch, the branch staff will be knowledgeable about this issue and will cooperate and assist in resolving it.","date_sent_to_company":"2024-10-30T17:58:13.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"21044","tags":null,"has_narrative":true,"complaint_id":"10633637","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-10-30T17:33:31.000Z","state":"MD","company_public_response":null,"sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["Moreover, having already presented my <em>valid</em> XXXX XXXX and <em>valid</em> Maryland <em>driver</em> 's <em>license</em> at the branch, the receipt of which was confirmed by XXXX, requiring that I once again travel to a branch office and re-present my <em>identification</em> feels punitive and unnecessary."],"product":["Credit <em>card</em>"],"issue":["Getting a credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[26.864912,"10633637"]},{"_index":"complaint-public-v1","_id":"9065497","_score":26.740637,"_source":{"product":"Checking or savings account","complaint_what_happened":"On the early morning of XX/XX/XXXX, I visited your branch office located at XXXX XXXX XXXX, XXXX XXXX XXXX and was accompanied by a family member. I spoke with XXXX XXXX XXXX, Personal Banker XXXX XXXX XXXX XXXX requesting to open an account with your bank. She indicated that she was available to service my request and had a person scheduled for XXXXXXXX XXXX of that same day. Since I had an appointment at my grandson 's high school at XXXX XXXX it was impossible for me to open the account since she said it would take about 35 minutes for the opening of an account. I showed her my personal check from my bank in XXXX XXXX and asked if I could open the account to which she stated the check was not acceptable because it was an account in XXXX XXXX ; I could however open the account with a minimum of {$25.00} cash. However, in order to avoid monthly service charges, I would have a number of days to make another additional deposit to avoid these charges. I then stepped out of the bank and when to my grandson 's high School. \n\nI did return with my family member sometime after approximately XXXXXXXX XXXX XXXX XXXX XXXX was still available and ready to assist me. As she proceeded and upon her request I gave her my : Real ID drivers License from XXXX XXXX, my valid Passport, original of my Social Security card, original of my XXXX XXXX. \n\nShe proceeded to examine my documents and asked what type of an account I was looking to open, to which I responded \" Checking Account ''. To my surprise, he asked me if I had the knowledge to the use of checks to which I responded in astonishment that my understanding a Checking Account was precisely for that. She clarified that not all customers wanted or needed checks. I was still astonished at her questioning of my capacities.\n\nAs she entered into the bank system she decided to consult with her supervisor, XXXX XXXX, Branch Manager XXXX XXXX XXXX XXXX about my drivers license. She returned and stated that the bank could NOT open the account with a drivers license from XXXX XXXX. I pointed out that I had also given her my Passport. Social Security card, XXXX car in addition to my personal bank checking account. She stated that her supervisor was not allowing her to open this account under my name with a drivers license from XXXX XXXX. We went back and forth and I requested to speak to her supervisor. \n\nXXXX XXXX introduced herself and stated that a XXXX XXXX license was NOT acceptable even when it was a Real ID Drivers License. I showed XXXX XXXX my US Passport which shows my place of birth as XXXX XXXX NY. I requested to see this regulation in writing to which she stated she was not authorized. Upon request she apparently called and spike with an XXXX named XXXX XXXX whom she had consulted and was not authorizing that a Checking Account be opened in my name.\n\nI want to state, as I did so to both XXXX XXXX XXXX as well as to XXXX XXXX that I had opened an account for my grandson on XX/XX/XXXX with Wells Fargo at your branch in XXXX, South Carolina and that ALL of my personal data and information is on that account. Even after them verifying this in your bank system and seeing that the account is active they would not open up and account for me and made the state that \" when this account was opened the bank made a mistake because my Real ID Drivers License was from XXXX XXXX. \n\nAs I was sitting there my relative XXXX  Wells Fargo policies on Opening of a New Account and it is clearly stated that drivers license from XXXX XXXX is the acceptable identification on opening of an account. My relative also did an online chat on Wells Fargo 's website with XXXX. I have a copy of the chat that I received via email. And again I stress, I presently still have an account opened with my name and personal valid information, which has not changed to date. \n\nDuring the entire time, once XXXX XXXX went and got XXXX XXXX ( branch manager ), XXXX XXXX was present during the remaining time I was at the bank trying to open the checking account. In other words, XXXX XXXX can not deny that she had full knowledge of the situation since she made the final decision not to allow me to open the account. \n\nThe entire purpose of opening the Wells Fargo checking account was because of my upcoming plans to move with my daughter in XXXX and wire transfer a large amount money that is in my personal checking account in XXXX XXXX. When I asked XXXX XXXX ( branch manager ) if I could show her my online banking information to confirm the address on my driver 's license and an official bank statement, XXXX XXXX declined. Had she given me the opportunity to show her, she would have not only confirmed my address, but also seen the amount of money that I would transfer to Wells Fargo once the initial deposit of {$25.00} to open the account had being deposited.\n\nThere is absolutely no excuse that a branch manager would not have full knowledge of what the bank procedures are and for her to refuse to call banking support which would have obviously confirm that someone in XXXX XXXX can open an account at Wells Fargo.\n\nI am filing a complaint with CFPB for discrimination. There was no legal basis for XXXX XXXX to refuse me the opportunity to open an account with Wells Fargo.\n\nThe manager filed the complaint that I wanted to make. She filed it but refuse to give me a copy. I did received an email from Wells Fargo with the reference case # XXXX ( See attachment )","date_sent_to_company":"2024-05-21T18:28:38.000Z","issue":"Opening an account","sub_product":"Checking account","zip_code":"00949","tags":"Older American","has_narrative":true,"complaint_id":"9065497","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2024-05-21T16:30:23.000Z","state":"PR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Unable to open an account"},"highlight":{"complaint_what_happened":["As she entered into the bank system she decided to consult with her supervisor, XXXX XXXX, Branch Manager XXXX XXXX XXXX XXXX about my <em>drivers</em> <em>license</em>. She returned and stated that the bank could NOT open the account with a <em>drivers</em> <em>license</em> from XXXX XXXX. I pointed out that I had also given her my <em>Passport</em>. Social <em>Security</em> <em>card</em>, XXXX car in addition to my personal bank checking account."]},"sort":[26.740637,"9065497"]},{"_index":"complaint-public-v1","_id":"3397614","_score":26.523554,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Let, me start by asking you to review closed COMPLAINT ID XXXX SUBMITTED ON XX/XX/2019 HSBC is bank debt scam with no intention of activating the credit card they approved me for without I, 1st agreeing to pay an activation fee when speaking to their fraud division who makes it a habit of leaving customers on hold for an average of 5 hours before answering the call. This bank is phishing for business financial information with number 3. Number 1, is proof of address. \nFurther more I will not again call or attempt do business with HSBC after being cursed out and remarks about my race being made. I applied for four different credit cards and was approved for all and can safely write HSBC is 100 % fake in every aspect of credit card activation, except fees & customer service does not exist. Please, tell HSBC to stop calling me as I have placed a security block with the credit reporting agencies to protect me from this type of bad banking practices. \n\n( HSBC ) 1. Proof of Identification - acceptable forms of proof of identification are : a valid current Drivers License or passport. \n\n2. Completed SSA89 Form ( attached ) The signature and date field must be handwritten for the document to be valid. Please include both pages when submitting back to us. \n\n3. Proof of Address acceptable documents are : a. Utility bill from the last billing cycle b. Tuition bill c. SSA benefits letter d. An INS Notice of Action e. Letter from an Embassy or Consulate f. Mortgage statement g. Property tax bill h. College/University acceptance letter i. XXXX  ( XXXX benefit acceptance letter ) j. Homeowners/Renters insurance bill/policy k. Account statement from a bank or brokerage, dated within the past three months l. Monthly statement of an established credit card from a major provider ( Visa/MasterCard/XXXX ) dated within the past three months.\n\nm. Lease Agreement n. Paystub.","date_sent_to_company":"2019-10-07T07:44:50.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"986XX","tags":null,"has_narrative":true,"complaint_id":"3397614","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2019-10-07T01:56:39.000Z","state":"WA","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I applied for four different credit cards and was approved for all and can safely write HSBC is 100 % fake in every aspect of credit <em>card</em> activation, except fees & customer service does not exist. Please, tell HSBC to stop calling me as I have placed a <em>security</em> block with the credit reporting agencies to protect me from this type of bad banking practices. \n\n( HSBC ) 1. Proof of <em>Identification</em> - acceptable forms of proof of <em>identification</em> are : a <em>valid</em> current <em>Drivers</em> <em>License</em> or <em>passport</em>. \n\n2."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[26.523554,"3397614"]},{"_index":"complaint-public-v1","_id":"1409259","_score":26.397688,"_source":{"product":"Credit reporting","complaint_what_happened":"I have spent the past 6 months sending disputes monthly to Experian about XXXX inaccurate accounts reporting on my credit report. ( XXXX XXXX XXXX XXXX Accounts and XXXX XXXX Account ) Experian has consistently disappointed me by doing everything in their power to not honor the disputes. They 've said:1 ) This is a suspicious request and we are protecting your identity, so we will not honor your disputes ( Although the dispute was not suspicious, it was sent certified mail with a return receipt and included my identification documentation and a list of the accounts in question ) 2 ) Send more documentation, we ca n't verify your identity ( although I sent a copy of my passport, drivers license and social security card with the original dispute and the address on my disputes matched the address on my Drivers License and Credit Report ) 3 ) We have previously verified these accounts, we believe your dispute is not valid, so we will refuse to process it. ( Although their other responses were not verifying the accounts at all, they were requesting more information and fraudulently denying me my rights under the Fair Credit Reporting Act. \n4 ) Now they have stopped responding to my disputes all together. \n\nIt 's evident to me that Experian is willfully non-compliant and blatantly breaking the law. When I sent the request to XXXX and XXXX, they deleted it right away. \n\nNow, here is the part that really gets to me ... I called XXXX XXXX Collections and they told me that they requested the accounts be deleted from my credit report months ago. I asked them if Experian has investigated the account, and they said no. \nI was recently denied housing because the property management company pulled by Experian report and this information is still haunting me after I 've done the exact process of disputing inaccurate information that is granted to me under the Fair Credit Reporting Act. But Experian is blatantly breaking the law and it 's threatening to make me homeless.","date_sent_to_company":"2015-06-06T04:08:38.000Z","issue":"Credit reporting company's investigation","sub_product":null,"zip_code":"98109","tags":null,"has_narrative":true,"complaint_id":"1409259","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2015-06-06T04:08:37.000Z","state":"WA","company_public_response":"Company chooses not to provide a public response","sub_issue":"No notice of investigation status/result"},"highlight":{"complaint_what_happened":["They 've said:1 ) This is a suspicious request and we are protecting your identity, so we will not honor your disputes ( Although the dispute was not suspicious, it was sent certified mail with a return receipt and included my <em>identification</em> documentation and a list of the accounts in question ) 2 ) Send more documentation, we ca n't verify your identity ( although I sent a copy of my <em>passport</em>, <em>drivers</em> <em>license</em> and social <em>security</em> <em>card</em> with the original dispute and the address on my disputes matched"]},"sort":[26.397688,"1409259"]},{"_index":"complaint-public-v1","_id":"21920544","_score":26.253534,"_source":{"product":"Credit card","complaint_what_happened":"I applied online for the Chase Sapphire Preferred card on XX/XX/XXXX. After submitting the application, I was told Chase needed to verify my identity. I uploaded clear XXXX images of my passport, drivers license, and Social Security card through the Chase XXXX XXXX XX/XX/XXXX, I called the Chase verification/reconsideration line because I had not received an update. The representative told me that my documents were not accepted and could not be verified, but he could not explain what specifically was wrong with them. He also said my application had been automatically denied and that there were no next steps.I asked repeatedly for clarification, a second opinion, or a supervisor review. The representative refused all escalation and simply repeated that nothing could be done and I would need to wait 30 days to reapply.After I continued asking for help, he eventually said that if I went into a Chase branch and had my documents verified in person, the branch could call the verification department and they could review the documents that way.I went to a Chase branch about an hour later. I am not a Chase customer, but the banker was very helpful. She attempted to locate my application but could not find it in the system, so she submitted a new application for me. She physically inspected my passport, drivers license, and Social Security card, used a bluelight check, scanned them, and faxed them directly to the Chase verification department.She then called the same verification line while I was sitting with her. The same representative answered. Even after receiving the branchverified documents and hearing the banker confirm that she had personally verified them as authentic, he again stated that nothing could be done, that the system still showed my documents as not verifiable, and that the denial could not be reconsidered.The banker asked if he could escalate the case or involve a supervisor since she had the original documents in front of her and had already verified them. He refused and repeated that the denial was final.The banker apologized to me afterward and stated that this appeared to be a system error on Chases side. She said she had never seen a situation where the verification department refused to escalate or review documents that had been verified in person. She also said that reapplying again would likely result in additional hard inquiries with no guarantee of approval because the system seemed to be incorrectly flagging my identity.I was denied solely due to Chases inability to verify documents that were legitimate, clear, and verified both online and in person. I was not denied for credit reasons. My credit score is around XXXX, I have minimal inquiries, and the branch banker confirmed that my credit profile was strong enough for approval.I am requesting a manual review of my application by someone who can actually verify my identity documents, or clear guidance on what documentation Chase requires. I should not be permanently denied due to a system error, especially after providing valid governmentissued identification multiple times and after a Chase employee verified them in person.","date_sent_to_company":"2026-05-06T04:27:19.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"27539","tags":null,"has_narrative":true,"complaint_id":"21920544","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-05-06T04:17:17.000Z","state":"NC","company_public_response":null,"sub_issue":"Application denied"},"highlight":{"complaint_what_happened":["I applied online for the Chase Sapphire Preferred <em>card</em> on XX/XX/XXXX. After submitting the application, I was told Chase needed to verify my identity. I uploaded clear XXXX images of my <em>passport</em>, <em>drivers</em> <em>license</em>, and Social <em>Security</em> <em>card</em> through the Chase XXXX XXXX XX/XX/XXXX, I called the Chase verification/reconsideration line because I had not received an update."],"product":["Credit <em>card</em>"],"issue":["Getting a credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[26.253534,"21920544"]},{"_index":"complaint-public-v1","_id":"7074463","_score":25.907782,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am writing to address the ongoing issue regarding the account restriction on my Capital One Quicksilver Secured credit card. As a responsible and dedicated cardholder since XX/XX/XXXX, I value the services provided by Capital One and have diligently maintained timely bill payments and kept card utilization at a minimal level. \n\nOn XXXX XX/XX/XXXX, I received a notice informing me that my account was restricted and that I needed to provide additional identity verification documents. In response, I promptly submitted all the requested identification documents as instructed on XXXX XX/XX/XXXX. I can confirm that all the required documents were successfully uploaded and received on your end. \n\nHowever, on XXXX XX/XX/XXXX, I received a follow-up call from Capital One requesting further identification documents for XXXX XXXX, who is an authorized user on the same credit card account since XX/XX/XXXX. Specifically, Capital One requested XXXX XXXX 's XXXX driver 's license and social security number ( SSN ) card. \n\nIt is important to note that XXXX XXXX is a citizen of the XXXX XXXX and entered the United States on a tourist visa. He possesses a valid XXXX driver 's license issued in Texas, a copy of which ( front and back ) was submitted to Capital One on XXXX XX/XX/XXXX. However, as a visitor to the XXXX, he is not eligible to apply for an SSN, and thus, does not currently hold an SSN card. I conveyed this information in a formal letter to Capital One dated XXXX XX/XX/XXXX, a copy of which is attached for your reference. Regrettably, I have not received any response from Capital One since then. \n\nIn an attempt to resolve this matter, I contacted the hotline at XXXX on XXXX XX/XX/XXXX to follow up on the case. During the call, I was informed that I should provide the ITIN ( Individual Taxpayer Identification Number ) for the authorized user in lieu of the XXXX. Unfortunately, XXXX XXXX is not eligible to apply for an ITIN due to the same reasons as the XXXX. Once again, I explained this situation in writing to Capital One through a letter dated XXXX XX/XX/XXXX, a copy of which is also attached. \n\nThroughout this entire process, I have consistently inquired about acceptable alternatives to the SSN/ITIN as proof of identity for XXXX XXXX, considering the unique circumstances. I am more than willing to provide a copy of his XXXX visa issued by the appropriate XXXX authority or his passport as further evidence of his identity. However, Capital One has firmly insisted on the requirement of an SSN/ITIN, which I am unable to provide. \n\nAdditionally, I have proposed the removal of XXXX XXXX as an authorized user if it would help resolve this situation. Unfortunately, I was informed that no changes can be made to the account while it remains under restriction.","date_sent_to_company":"2023-06-05T18:32:30.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"78705","tags":null,"has_narrative":true,"complaint_id":"7074463","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-06-05T17:33:07.000Z","state":"TX","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["Specifically, Capital One requested XXXX XXXX 's XXXX <em>driver</em> 's <em>license</em> and social <em>security</em> number ( SSN ) <em>card</em>. \n\nIt is important to note that XXXX XXXX is a citizen of the XXXX XXXX and entered the United States on a tourist visa. He possesses a <em>valid</em> XXXX <em>driver</em> 's <em>license</em> issued in Texas, a copy of which ( front and back ) was submitted to Capital One on XXXX XX/XX/XXXX. However, as a visitor to the XXXX, he is not eligible to apply for an SSN, and thus, does not currently hold an SSN <em>card</em>."],"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":[25.907782,"7074463"]},{"_index":"complaint-public-v1","_id":"18318748","_score":25.898617,"_source":{"product":"Checking or savings account","complaint_what_happened":"As a new immigrant, I came to open an account with KeyBank in their branch in XXXXXXXX XXXX, which was restricted for address verification XXXX week later. I submitted all valid documentation available to me, including my XXXX XXXX  and passport, a Social Security Administration letter confirming delivery of my Social Security card to my address, a DMV-issued driving permit with my photo, and multiple paychecks showing my current address. All of them got refused by their XXXX department. KeyBanks policies are not immigrant-friendly. New immigrants typically do not have the forms of identification KeyBank expects, such as a drivers license, mortgage statement, or notarized lease. Many other banks accept a DMV-issued driving permit for verification, yet KeyBank refused to do so.\n\nKeyBanks XXXX department rejected these documents and placed a restriction that prevents me from accessing my funds, withdrawing my deposit, or closing the account. I visited the KeyBank branch in XXXXXXXX XXXX, where I was told the restriction would be lifted to allow account closure. That has not happened. \n\nI have contacted KeyBank multiple times to ask when I would be able to close the account and get my money back. Each time, I was told I would receive a callback the following week, which never occurred. \n\nMore than XXXX months have passed since I opened the account and deposited my money, yet KeyBank continues to hold my funds with no resolution. This is unacceptable. \n\nI am demanding immediate closure of the accounts ( saving and checking ) and release of my funds so I can move my money to a more immigration-friendly bank.","date_sent_to_company":"2025-12-27T16:38:05.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"189XX","tags":null,"has_narrative":true,"complaint_id":"18318748","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"KEYCORP","date_received":"2025-12-27T16:25:01.000Z","state":"PA","company_public_response":null,"sub_issue":"Can't close your account"},"highlight":{"complaint_what_happened":["I submitted all <em>valid</em> documentation available to me, including my XXXX XXXX  and <em>passport</em>, a Social <em>Security</em> Administration letter confirming delivery of my Social <em>Security</em> <em>card</em> to my address, a DMV-issued driving permit with my photo, and multiple paychecks showing my current address. All of them got refused by their XXXX department. KeyBanks policies are not immigrant-friendly."]},"sort":[25.898617,"18318748"]},{"_index":"complaint-public-v1","_id":"3374266","_score":25.716349,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Credit Karma has locked me out and to be able to access my account, this was the email they sent. I have 3 emails. I changed phones and went to sign in the app and it wouldn't let me. I contacted Credit Karma. They sent this to me in another email as well. I did not give this info to sign up and dont think its appropriate to send it to them considering its very personal info that could be used to steal my identity. \nXXXX XXXX Credit Karma Member Support, XX/XX/XXXX, XXXX XXXX  PDT : Hi XXXX, Thank you for your response. To help you, I need to verify your identity. You can securely upload your identity verification documents using the link at the bottom of this message. \n\nTwo different forms of identification are required - either two primary or one primary and one secondary document.\n\nI can only accept documents that are current and valid, not expired.\n\nPlease make sure that all four corners of your documents are visible when you take the photos. ** Primary documents include : Drivers License or State ID Passport Permanent Resident Card ( Green Card ) Military ID ( requires front and back ) Secondary documents include : Another document from the primary list Birth Certificate Social Security Card ( can't be laminated ) Full Utility Bill such as gas, water, electric or internet.\n\nYour service at address must match whats on file with XXXX or XXXX. We can not accept credit card or banking statements or a cell phone bill.\n\nFor your security, please do not send your documents as email attachments.You can upload images of your identity verification document ( s ) here : XXXX XXXX  XXXX I'll send you an email as soon as I review your documents. \n\nThanks Credit Karma Member Support","date_sent_to_company":"2019-09-19T11:27:29.000Z","issue":"Unable to get your credit report or credit score","sub_product":"Credit reporting","zip_code":"654XX","tags":null,"has_narrative":true,"complaint_id":"3374266","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2019-09-14T11:44:55.000Z","state":"MO","company_public_response":null,"sub_issue":"Other problem getting your report or credit score"},"highlight":{"complaint_what_happened":[". ** Primary documents include : <em>Drivers</em> <em>License</em> or State ID <em>Passport</em> Permanent Resident <em>Card</em> ( Green <em>Card</em> ) Military ID ( requires front and back ) Secondary documents include : Another document from the primary list Birth Certificate Social <em>Security</em> <em>Card</em> ( can't be laminated ) Full Utility Bill such as gas, water, electric or internet.\n\nYour service at address must match whats on file with XXXX or XXXX. We can not accept credit <em>card</em> or banking statements or a cell phone bill."]},"sort":[25.716349,"3374266"]},{"_index":"complaint-public-v1","_id":"3461421","_score":25.458927,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I sent an email Credit Karma support asking to remove vehicle information listed on the Credit Karma website on XX/XX/2019. I communicated with support over a series of weeks. They said they could not remove the information and you had no choice but to have a vehicle listed. I did not like this, so I asked to have my entire Credit Karma account closed. They said I needed to send in two forms of ID, because I had a savings account open with them. \n\nI have never been asked for this information while closing a savings account. I did not feel comfortable sending in the information they are demanding. I just want to cancel mt Credit Karma account. Below is the information they want. \n\n\" In order for me to close your account, I need : Last 4 of SSN Verified phone number I also need two different forms of identification are required - either two primary or one primary and one secondary document. I can only accept documents that are current and valid, not expired. \n\nPrimary documents include : Drivers License or State ID Passport Permanent Resident Card ( Green Card ) Military ID ( requires front and back ) Secondary documents include : Another document from the primary list Birth Certificate Social Security Card ( can't be laminated ) Full Utility Bill such as gas, water, electric or internet. Your service at address must match whats on file with XXXX  or  XXXX. We can not accept credit card or banking statements or a cell phone bill. \nOnce I hear back, I would be glad to continue assisting you. Thank you, and I look forward to your reply. \n\nRegards, Credit Karma Member Support ''","date_sent_to_company":"2019-12-07T19:32:30.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"93117","tags":null,"has_narrative":true,"complaint_id":"3461421","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Credit Karma, LLC","date_received":"2019-12-07T19:18:41.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["Primary documents include : <em>Drivers</em> <em>License</em> or State ID <em>Passport</em> Permanent Resident <em>Card</em> ( Green <em>Card</em> ) Military ID ( requires front and back ) Secondary documents include : Another document from the primary list Birth Certificate Social <em>Security</em> <em>Card</em> ( can't be laminated ) Full Utility Bill such as gas, water, electric or internet. Your service at address must match whats on file with XXXX  or  XXXX. We can not accept credit <em>card</em> or banking statements or a cell phone bill."]},"sort":[25.458927,"3461421"]},{"_index":"complaint-public-v1","_id":"2342382","_score":25.262249,"_source":{"product":"Debt collection","complaint_what_happened":"transunion responded to a compalint last week, and they are requiring me to send them proof of my ID or driver license? XXXX, they have no valid contract with me as signature party and they operate on presumption using tactits of extortion trying to collect something thats unlawful, THE TRICK IS to rebutt them and prove them wrong which i have done, but THEY LIED AND SAID I DID NOT COMMUNICATE WITH THEM WHEN I SHOWED A LETTER PROVING IT!! FURTHERMORE THEY COMMIT FELONY JUST BY USING MY NAME AND THEY CONTINUE TO DO SO, THEY ALSO COMITT VIOLATION OF COMMON LAW COPYRIGHT AND THEY PERSIST IN DOING THAT ALSO, THESE ARE CRIMINALS WHO HAVE NO RESPECT FOR ANY LAWS OR ANYONE 'S RIGHTS, AND NO NO NO NO NO NO NO YOU CAN NOT HAVE MY BIRTHDAY AND SS # AND ADDRESS AND MY INFORMATION, I HAVE NO CONTRACT WITH YOU CRIMINALS AND YOU CAN NOT PROVIDE IT INTO EVIDENCE, YOUR A LIAR TOO, CEASE AND DESIST AT ONCE, AND STOP PLAYING PASS THE HOT PATATO WITH ALL YOUR CO-CONTRACTOR CRIMINAL FRIENDS LIKE XXXX AND THE REST OF THEM WITH YOUR TRICKERY AND DECEIT, Title XXXX CRIMES Chapter XXXX FRAUDULENT PRACTICES View Entire Chapter XXXXCriminal use of personal identification information. -- ( XXXX ) As used in this section, the term : ( a ) '' Access device '' means any card, plate, code, account number, electronic serial number, mobile identification number, personal identification number, or other telecommunications service, equipment, or instrument identifier, or other means of account access that can be used, alone or in conjunction with another access device, to obtain money, goods, services, or any other thing of value, or that can be used to initiate a transfer of funds, other than a transfer originated solely by paper instrument. \n( b ) '' Authorization '' means empowerment, permission, or competence to act. \n( c ) '' Harass '' means to engage in conduct directed at a specific person that is intended to cause substantial emotional distress to such person and serves no legitimate purpose. \" Harass '' does not mean to use personal identification information for accepted commercial purposes. The term does not include constitutionally protected conduct such as organized protests or the use of personal identification information for accepted commercial purposes. \n( d ) '' Individual '' means a single human being and does not mean a firm, association of individuals, corporation, partnership, joint venture, sole proprietorship, or any other entity. \n( e ) '' Person '' means a \" person '' as defined in XXXX XXXX ( XXXX ). \n( f ) '' Personal identification information '' means any name or number that may be used, alone or in conjunction with any other information, to identify a specific individual, including any : 1.Name, postal or electronic mail address, telephone number, social security number, date of birth, mother 's maiden name, official state-issued or United States-issued driver license or identification number, alien registration number, government passport number, employer or taxpayer identification number, XXXX or food assistance account number, bank account number, credit or debit card number, or personal identification number or code assigned to the holder of a debit card by the issuer to permit authorized electronic use of such card ; 2.Unique biometric data, such as fingerprint, voice print, retina or iris image, or other unique physical representation ; 3.Unique electronic identification number, address, or routing code ; 4.Medical records ; 5.Telecommunication identifying information or access device ; or 6.Other number or information that can be used to access a person 's financial resources. \n( g ) '' Counterfeit or fictitious personal identification information '' means any counterfeit, fictitious, or fabricated information in the similitude of the data outlined in paragraph ( f ) that, although not truthful or accurate,","date_sent_to_company":"2017-02-16T14:10:06.000Z","issue":"Cont'd attempts collect debt not owed","sub_product":"Medical","zip_code":"33063","tags":null,"has_narrative":true,"complaint_id":"2342382","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2017-02-13T16:32:15.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not mine"},"highlight":{"complaint_what_happened":["( f ) '' Personal <em>identification</em> information '' means any name or number that may be used, alone or in conjunction with any other information, to identify a specific individual, including any : 1.Name, postal or electronic mail address, telephone number, social <em>security</em> number, date of birth, mother 's maiden name, official state-issued or United States-issued <em>driver</em> <em>license</em> or <em>identification</em> number, alien registration number, government <em>passport</em> number, employer or taxpayer <em>identification</em> number"]},"sort":[25.262249,"2342382"]},{"_index":"complaint-public-v1","_id":"4285541","_score":25.067078,"_source":{"product":"Debt collection","complaint_what_happened":"Around XXXXXXXX, I became aware of a account that was Fraudulently opened with XXXX XXXX via my credit report for a collection from Transworld Systems for the amount of {$340.00} I have called XXXX XXXX many times, and followed all instructions they have given me to get this debt collection removed. This month i was finally able to speak to a general customer service rep who informed me of all the details of the fraudulent account. See details of this fraudulent account below : - Fraudulent account # XXXX - Fraudulent Address : XXXX XXXX XXXX, XXXX Tx XXXX The main & only avenue they provided me to adress this was to email XXXX and provide them with the following : - Copies of two ( 2 ) types of utility bills or formal correspondence such as tax, employment or school documents in your name from different vendors/providers as proof of residency during the service dates under investigation - A notarized ID Theft Affidavit ( stating you are willing to press charges if necessary ) Copy of a full Police Report ( Please note that a report number will not be sufficient. We need a complete copy, obtained from the police department. ) - A legible copy of your Social Security Card - A valid government-issued photo identification card ( for example, your driver 's license, state-issued ID card or a passport ) I have done all those things, and have called back to their fraud department XXXX ... i have not received a response by email or not have been able to reach anyone at his point. \n\nI did not open any account with XXXX XXXX & feel at this point i am not getting any help to remove this fraud from my credit reports.","date_sent_to_company":"2021-04-09T18:02:02.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"77498","tags":null,"has_narrative":true,"complaint_id":"4285541","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRANSWORLD SYSTEMS INC","date_received":"2021-04-09T17:35:11.000Z","state":"TX","company_public_response":null,"sub_issue":"Debt was result of identity theft"},"highlight":{"complaint_what_happened":["We need a complete copy, obtained from the police department. ) - A legible copy of your Social <em>Security</em> <em>Card</em> - A <em>valid</em> government-issued photo <em>identification</em> <em>card</em> ( for example, your <em>driver</em> 's <em>license</em>, state-issued ID <em>card</em> or a <em>passport</em> ) I have done all those things, and have called back to their fraud department XXXX ... i have not received a response by email or not have been able to reach anyone at his point."]},"sort":[25.067078,"4285541"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":64,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":64}]}},"product":{"doc_count":64,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings 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