{"took":169,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":40,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"23131515","_score":23.4338,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX, I applied for an automobile loan with PenFed and received an email notification that I had been prequalified. On XX/XX/XXXX, I was advised to upload documents including an identification and social security card. I was also informed by a gentlemen in PenFed Security that I did not need to upload a utility bill because the address that appeared on my PenFed profile and the credit application were the same, and my address was last updated and had not changed since XXXX. This representative stated that he would make a note on the account stating this fact. I spoke with this gentlemen XX/XX/XXXX between XXXX XXXX  and XXXX XXXX XXXX. I then uploaded the driver 's license and social security card multiple times. The first time I was informed that the documents were blurred and then I was told that the background could not be white. I then uploaded the documents again. This time, despite being told it was not necessary to upload the utility bill, I received an email from the XXXX XXXX, XXXX XXXX, stating \" In order for us to complete the verification of your address, please upload the most recent utility bill in full within the last XXXX  days. Utility bill must show your name, physical services address, and that its a current utility. '' This is contrary to what I had been told by another representative earlier. I explained to the representative that I did not have a utility bill to upload. Subsequently, I received multiple emails requesting Driver 's License, utility bill dated within the past XXXX  days, or current vehicle registration, current, non-expired U.S. government-issued ID, such as a driver 's license or passport, and Social Security Number . The Driver 's License and Social Security card were uploaded more than 9 times. Despite uploading these documents, and being advised that a utility bill was not needed, members of PenFed continued to request the same documents over and over again - to no end. Based on these series of events, I was prevented from moving forward with and participating in the loan process in a timely manner.","date_sent_to_company":"2026-06-11T22:06:53.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"23131515","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2026-06-11T21:34:12.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with signing the paperwork"},"highlight":{"complaint_what_happened":["Subsequently, I received multiple emails requesting Driver 's License, utility bill dated within the past XXXX  days, or current vehicle registration, current, non-expired U.S. government-issued ID, such as a driver 's license or passport, and Social <em>Security</em> Number . The Driver 's License and Social <em>Security</em> <em>card</em> <em>were</em> <em>uploaded</em> <em>more</em> <em>than</em> 9 <em>times</em>."]},"sort":[23.4338,"23131515"]},{"_index":"complaint-public-v1","_id":"16842844","_score":19.580345,"_source":{"product":"Mortgage","complaint_what_happened":"See complaint already filed XXXX, this new additional complaint is because mortgage company response has been to ignore the documents that XXXX has provided and continue to mark the mortgage assistance application as incomplete, missing documents. Therefore, mortgage company are again trying to delay completing the XXXX XXXX and instead keep the pending FORECLOSURE SALE DATE OF XX/XX/XXXX, trying to say they have run out of time. WHEN IN FACT THIS HAS BEEN GOING ON FOR MORE THAN XXXX  YEARS!!! \n\nThe XXXX has expressly stated several times that the application is NOT a request for Assuming/Assumption/Refinance of the DECEASED BORROWERS mortgage. \nThey keep asking for their XXXX XXXX XXXX form to be signed and submitted. However, they have not supplied their form. XXXX has instead uploaded documentation providing the Laws and Rulings by CFPB that state XXXX  In Interest, already on Title, is not subject to XXXX underwriting guidelines, therefore does not need to provide income, bank statements, tax returns and credit review is not needed to prove identity of XXXX because the XXXX  XXXX Deed and RealID drivers license are sufficient. The fact that mortgage company, after more than XXXX  years, finally accepted/approved the XXXX XXXX XXXX confirms proof of identity. Additionally, the social security card, income documents and other forms were provided several times in XXXX thru XXXX and the mortgage company kept asking for more income documents. This occurred before XXXX was advised of Laws in place stating illegality of the requests. Today, XXXX the mortgage company response in the XXXX XXXX was to confirm documents received, reviewed and then state income documents, drivers license and social security card are missing, resulting in them maintaining the status of incomplete application. XXXX previously received letters stating the mortgage assistance application was complete, only to result in mortgage company delaying again and not sending a XXXX  Modification document. Finally, mortgage company continues to break Foreclosure procedure laws because the existing party of interest, separate entity Title holder per recorded document, has never been notified. The mortgage company is trying to steal a XXXX XXXX dollar residential home property.","date_sent_to_company":"2025-10-27T21:43:43.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"38506","tags":null,"has_narrative":true,"complaint_id":"16842844","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AmeriHome Mortgage Company, LLC","date_received":"2025-10-27T20:05:22.000Z","state":"TN","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["The fact that mortgage company, after <em>more</em> <em>than</em> XXXX  years, finally accepted/approved the XXXX XXXX XXXX confirms proof of identity. Additionally, the social <em>security</em> <em>card</em>, income documents and other forms <em>were</em> provided several <em>times</em> in XXXX thru XXXX and the mortgage company kept asking for <em>more</em> income documents. This occurred before XXXX was advised of Laws in place stating illegality of the requests."]},"sort":[19.580345,"16842844"]},{"_index":"complaint-public-v1","_id":"7208108","_score":19.178846,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/23 I attempted to transfer funds from my outside bank to Chime using Chime 's instant transfer option. I entered my debit card and attempted to transfer funds. It was rejected. I attempted it 4 more times but continued to get rejected. The amounts were roughly {$400.00} but it is difficult to recall exactly since I don't have access to the account anymore. Shortly afterwards, I received an email stating my account is on hold. They asked me to submit information to help release the account which included my state ID, utility bill, proof of the debit card that was used and an explanation. I submitted all this information on XX/XX/23. \n\nWhile I understand that the bank was closed on XX/XX/23, the subsequent emails I received on XX/XX/23 showed that I am unable to actual speak to anyone at this \" special team '' to explain further what happened. I have submitted all the information 5 times via email and uploading it via their website. I continue to get emails stating that there are things missing. I have uploaded everything exactly as they specified, yet I am getting auto-generated replies saying \" we'll look into it '' followed by instructions to upload the files again ( which I have done MULTIPLE times ). I attempted to speak with supervisors but they could do nothing more than send a message on my behalf. When I asked to speak to their managers, they said one is not available and there is no other way to contact them. So now I am left with approximately {$1100.00} in my account that I do not have access to. I can not pay my rent, I can not pay my bills. I will likely incur late charges and this situation has put me in a bad place with my landlord.\n\nOne of their requests is that I send them proof of the debit card I used when I attempted the transfer. I have sent them my bank statement. However, they want my debit card number to appear on my statement which is just not how things work. Statements don't include numbers to the debit cards, they have an account number and those two numbers are obviously not the same for security reasons. Yet their auto generated responses keep asking for this information and explaining to them the problem does not help.","date_sent_to_company":"2023-07-05T23:56:59.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"481XX","tags":null,"has_narrative":true,"complaint_id":"7208108","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2023-07-05T23:37:24.000Z","state":"MI","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have submitted all the information 5 <em>times</em> via email and <em>uploading</em> it via their website. I continue to get emails stating that there are things missing. I have <em>uploaded</em> everything exactly as they specified, yet I am getting auto-generated replies saying \" we'll look into it '' followed by instructions to upload the files again ( which I have done MULTIPLE <em>times</em> ). I attempted to speak with supervisors but they could do nothing <em>more</em> <em>than</em> send a message on my behalf."]},"sort":[19.178846,"7208108"]},{"_index":"complaint-public-v1","_id":"6664983","_score":18.617207,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"1 ) I bought 2 tickets on XXXX XXXX in early XXXX for my wife and I to travel to XXXX, from XXXX. I purchased them online through their website. \nXXXX ) I used my Venture Capital One Credit card. ( but they tell me Visa company is responsible for outcome of decisions, not them ) XXXX ) XXXX notified me of a flight time change for the upcoming XX/XX/2023 summer trip I am referring to. This flight time change created more than a 5 hour change in our schedule. Additionally, the new flight times meant we'd miss our connecting flights in XXXX, taking us back to XXXX, coming back from XXXX. So, XXXX told us that they would refund our money back to our credit card, since we could no longer use the flights we purchased. Even though the were non refundable, due to the change in times, we were allowed the refund to our credit card, as you'll see in their 'refund back to the credit card ' policy shows they must do this. \nXXXX ) Based XXXX 's statements and direction, I purchased two new tickets with another airline that fit our scheduled time frame. \nXXXX ) However, XXXX ended up creating vouchers at a later time, and lying to the credit card company in our dispute, saying we requested them. Then they showed Visa a policy that everyone signs for a non refundable ticket. This is illegal, and even goes against their refund policy, and the the FAA Homeland Security policy about changing flight times and forcing passengers to accept their changes : no matter what agreements are signed when you buy a ticket ; the law says that airlines can not keep money, after they market a flight with a time to it - and then change the times dramatically. They can't make passengers find different flights, after they changed their flight times. \nXXXX ) I disputed the charge. Capital One has told us that they agree with us, that our documentation was sufficient to a refund. Even XXXX 's policy allows it. We gave 15 documents. XXXX responded a 2nd time after Capital One agreed with us and credit are account, XXXX said they gave us vouchers and we agreed to that in our non refundable tickets. The credit card person, XXXX, Employ ID XXXX with Capital One Disputes was the last person dealing with this. We have not even received any reasoning why they sided with XXXX. \nXXXX ) The people who make these decisions are \" Visa '' and not Capital One, they told us, and they are neglecting the law, at the expense of cardholders. I gave multiple documents showing my initial phone calls asking where my credit was. If someone requested conversations in those calls, which are taped, they'd hear their agents confirm refund to credit card refund would happen. Then about 10 days later they changed their minds. Flights may have been found later to take us back to XXXX, after a 4 hour flight change from XXXX- but not at the time they told us we would get a refund to our credit card. \n\nI need our money back. This is not fair. My wife and I never wanted vouchers, never agreed to them. We relied on our credit card company to find the insanity in XXXX 's actions. They did not. They just took a document from XXXX and did not apply the law. It's very clear : the airline changed the flight times, and left us with no flight available to connect with. The flight changes were well past the 5 hours total flight change guidelines.\n\nThe problem is that Visa did not consider the law, and only referred to a lie from the airline. I didn't sign an agreement saying you can 'change my flight times and I agree to a voucher '' when it's over 5 hours. And if they had that disclaimer, the law still trumps that. This is a clear case of a bad actor- XXXX is a horrible company, and although I complained to the FAA, no response has been made back to me. They are not honest people. I also sent them a letter, with no response. \n\nXXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX Finally, Capital One and Visa also used some horrible timing issues. They said that we also missed our 'time ' to respond on one case, but in fact, all the documents I uploaded were identified for both cases. Thus, when they agreed with us on one of the ticket cases, they denied us on the other case because they did not use the documents uploaded for both cases. But then at the end, we lost both cases, and they won't tell us why? Other than the merchant they agree with and vouchers were given. Come on, if I take someone's money, change the product and then give them gift certificates, that is not what the law says. It says \" refund. '' Please return my money back to me. The credit card company is wrong taking money on behalf of a fraudulent merchant, who breaks the law. I uploaded the documents to the dispute file, showing the change of flight emails, and the lack of flights available. XXXX does not even dispute changing our flight times. The credit card company should not accept that vouchers were sufficient. I have more documents I uploaded to Capital One, but the main ones are attached here. \n\nPlease help. We can't afford two trips to XXXX, and Capital One and Visa company is not using the laws that were designed to project consumers. \n\nThank you, XXXX","date_sent_to_company":"2023-03-08T23:00:50.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"60564","tags":null,"has_narrative":true,"complaint_id":"6664983","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-03-08T22:21:12.000Z","state":"IL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["The credit <em>card</em> company is wrong taking money on behalf of a fraudulent merchant, who breaks the law. I <em>uploaded</em> the documents to the dispute file, showing the change of flight emails, and the lack of flights available. XXXX does not even dispute changing our flight <em>times</em>. The credit <em>card</em> company should not accept that vouchers <em>were</em> sufficient. I have <em>more</em> documents I <em>uploaded</em> to Capital One, but the main ones are attached here. \n\nPlease help."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[18.617207,"6664983"]},{"_index":"complaint-public-v1","_id":"11925388","_score":16.973663,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I found out that somebody had tried to create a new credit card under my name with XX/XX/XXXXXXXX andXX/XX/XXXXXXXX needed a photo ID to approve the credit. However, a credit check was run when I wasn't even in the country. When I checked my FICO score I realized that it had dropped significantly. I immediately called XXXX XXXX and all 3 credit bureaus. \nNext, I asked Experian to put a fraud alert and freeze on my account because I couldn't get into the account I already created the year prior. At this point, I was getting more worried because all the security questions had been changed, the phone number had been changed and the email address on my account also had been changed. So much for protecting my security- apparently Experian allows just anybody to get access to my account as long as they open a XXXX XXXX account, and if they do that, you can forget about getting your account back. \nAfter some investigation, XXXX XXXX was able to reverse the credit check, but it is not XXXX ( 2 months later ) and Experian has still not given me access back into my account. \nIt is impossible to get a hold of a live person at Experian, and when you magically manage to, it is not somebody on the login support team. I had to submit a ticket on the XX/XX/scrub>/24 and submitted all the documentation that I was asked to submit ( cover letter, description of my case, email and phone number, photo ID, Social Security card, etc. ). I got an email from the team on XXXX/XXXX/24 asking for another document, which I submitted in less than an hour. \nI got no response back, and no access to my account. I followed up via email and through the ticket web online portal 4 more times. I then called in again and after around 15 tries, I got ahold of someone at the beginning of XXXX. They let me know that they apparently put my entire case on hold on XXXX/XXXX/24 because they were waiting on my documents to be uploaded. I was baffled because I had already uploaded everything they had requested within LESS THAN AN HOUR since the request was made. \nNevermind - I went ahead and did it again. They even let me know they were going to escalate the case for me since I was waiting so long. Lastly, they told me that because the person who had hacked my account had a \" XXXX XXXX '' account, would make this harder for me to get my account back. So to be clear- they know that this is a hacker and just because they are getting paid by this person, they refuse to work with the real person ( me ) who should have access to the account. \nMeanwhile, its been a whole month and I still can not unfreeze my credit if I want to without having to call in and wait 4 hours and just hope I get somebody live ( which of course, I do not have the time for ). \n\nI followed up over email and through the portal a few more times and there are still no updates at all. It is now XX/XX/XXXX. I have called in 11 times today and waited on the phone about 35 minutes during the last call for an agent to no answer. I don't have the ability to wait any longer.\n\nNot to mention, each time I try to tell the automated machine that I need somebody on the login team to help, it sends a password reset code to the hacker NOTIFYING THEM THAT SOMEONE IS TRYING TO GET INTO THE ACCOUNT.\n\nExperian tells me that they have shut off access for anybody trying to get into the account but with the machine automatically sending reset codes to the hacker, I really doubt that's true.\n\nI have done everything I possibly could to gain access back, but I am getting nothing back from Experian - no human to speak with, no updates and just a hacked, stolen account and SSN.\n\nIt has been 2 months now, I would really like an update but nothing at all.","date_sent_to_company":"2025-02-04T21:12:24.000Z","issue":"Credit monitoring or identity theft protection services","sub_product":"Credit reporting","zip_code":"014XX","tags":null,"has_narrative":true,"complaint_id":"11925388","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-02-04T20:47:54.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem canceling credit monitoring or identify theft protection service"},"highlight":{"complaint_what_happened":["They let me know that they apparently put my entire case on hold on XXXX/XXXX/24 because they <em>were</em> waiting on my documents to be <em>uploaded</em>. I was baffled because I had already <em>uploaded</em> everything they had requested within LESS <em>THAN</em> AN HOUR since the request was made. \nNevermind - I went ahead and did it again. They even let me know they <em>were</em> going to escalate the case for me since I was waiting so long."]},"sort":[16.973663,"11925388"]},{"_index":"complaint-public-v1","_id":"6868078","_score":15.52401,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I legally changed my name in XXXX of XXXX. XXXX XXXX and XXXX had both updated that information rather quickly, but in XXXX, my automotive lender was unable to pull my Equifax report, which caused some hardship in obtaining a loan but I was ultimately able to get one at a rate above normal market value. In XXXX, I started the process of obtaining a mortgage, at which point my mortgage company found that Equifax was reporting that attempts to pull my report using my legal name were returning as fraud. On XX/XX/XXXX I reached out to Equifax to find out how to fix this error and was told that I should file a dispute online to change my name, and that the turn around time for this is normally 5 to 7 business days. I did so, and followed up with them after 5 business days had passed. I had uploaded my new drivers license and social security card. At that time, I was told that it could actually take 30 days, and I asked whether there was anything I could do to speed up the process. I was told they had everything they needed to do the name change and that I just had to wait, including the following times I called. On XX/XX/XXXX, I saw that the dispute was fulfilled, but their website still displayed the name. I contacted my mortgage company and they tried several times to pull my credit report again, and finally today, XX/XX/XXXX, I reached out to Equifax and was told they had not changed my name. I was told that I have to mail in my documents in order to change my name, and that they do not have a way for me to upload the necessary documents. \nI am greatly disappointed in Equifax for this, especially because I did more than my due diligence trying to resolve this and the other credit bureaus updated their information when I did so with my lenders. I am also quite upset that the rate on my loan is so high because of their inability to update information I had updated with my lenders.","date_sent_to_company":"2023-04-20T20:35:11.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"22701","tags":null,"has_narrative":true,"complaint_id":"6868078","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2023-04-20T20:06:46.000Z","state":"VA","company_public_response":null,"sub_issue":"Personal information incorrect"},"highlight":{"complaint_what_happened":["I had <em>uploaded</em> my new drivers license and social <em>security</em> <em>card</em>. At that time, I was told that it could actually take 30 days, and I asked whether there was anything I could do to speed up the process. I was told they had everything they needed to do the name change and that I just had to wait, including the following <em>times</em> I called. On XX/XX/XXXX, I saw that the dispute was fulfilled, but their website still displayed the name."]},"sort":[15.52401,"6868078"]},{"_index":"complaint-public-v1","_id":"3590872","_score":14.78277,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have been working on a mortgage with a lender since early XXXX to purchase a house. Equifax reported a freeze on my file to the lender, who then instructed me to contact Equifax to remove the freeze so that the lender could access my file. After speaking to a customer care representative at Equifax, I learned that they were unable to locate a credit file with my information at all. At this point, she instructed me to fax a copy of my driver 's license and Social Security Card to Equifax via the fax number XXXX. I sent this fax the following day and received a XXXX Confirmation Report saying that the fax was successfully transmitted. I received a letter in the mail the following week dated XX/XX/2020 saying that they were unable to locate a credit file with my information, which is the problem that led to my sending the identification information in the first place. So here I was back at the beginning of the problem. I contacted Equifax again and was assured that the problem would be handled and asked to fax my information again. I then faxed the requested copy of my driver 's license and Social Security Card again on XX/XX/XXXX. I received a confirmation just as I did with the first fax, and waited for a response once more. A week later, I received the EXACT SAME letter as the first time dated for XX/XX/XXXX this time. This continued until I had faxed my information over 4 separate times, the latest being on XX/XX/XXXX. I have yet to receive any response from the fax sent on XX/XX/XXXX, and spoke to an Equifax agent on the XXXX who told me that he had started to resolve the issue and would be uploading my documents to my credit file and that it should all be fixed in time for my home closing on XX/XX/XXXX. He even provided me with a confirmation number. I have spoken to at least 3 different Equifax employees since then who have told me that they have no record of the confirmation number and that the agent did not in fact do anything to help my situation. \nAfter speaking with a supervisor named XXXX at Equifax today, who claimed to work in both Customer Care and Disputes, I was told that they had no record of receiving any of my paperwork. So that tells me that they have somehow lost or misplaced at least FOUR copies of my driver 's license and Social Security Card, which puts my personal information at very high risk of future identity theft. I have been incredibly disappointed with the level of customer service that Equifax has provided. I have already closed on the sale of my home, and can not close on the purchase of my new home until this issue is resolved, which has left me HOMELESS and Equifax couldn't care less. They have someone named \" XXXX '' associated with MY SOCIAL SECURITY NUMBER and they have made zero effort to fix it. I find it absolutely absurd that they can't be bothered to resolve this issue and they have lost all of my paperwork and yet somehow we are supposed to trust them with our personal information and trust their judgement when applying for our mortgage. The urgency of my situation means absolutely nothing to them from what I have experienced. Also, I was informed today that they are no longer accepting faxes, so I had to mail my paperwork this time, which takes even longer than the fax method.","date_sent_to_company":"2020-04-02T23:43:27.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"295XX","tags":null,"has_narrative":true,"complaint_id":"3590872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-04-02T22:31:06.000Z","state":"SC","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["I then faxed the requested copy of my driver 's license and Social <em>Security</em> <em>Card</em> again on XX/XX/XXXX. I received a confirmation just as I did with the first fax, and waited for a response once <em>more</em>. A week later, I received the EXACT SAME letter as the first time dated for XX/XX/XXXX this time. This continued until I had faxed my information over 4 separate <em>times</em>, the latest being on XX/XX/XXXX."]},"sort":[14.78277,"3590872"]},{"_index":"complaint-public-v1","_id":"2912557","_score":14.271013,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I have an issue with Home Depot Credit Cards. \n\nIt is an unusual one as they gave me a credit card with an incorrect social security number. It took a couple months to figure out just why they could not locate my account. We tried my social and my husbands over and over but they could not locate the account for payment. \n\nTitle : THAT DAY I was shopping at our local Home Depot for XXXX items. I helped fix a couple floor model animatronics. Super simple it made me laugh. At this store nearly everyone knows me by sight and most will ask how my family is doing if they arent with me. A group of us myself and several employees were talking in the midst of the XXXX display. I was excited as I love a good bargain, that day it was all on sale. \n\nI think they were excited for me. \n\nI asked if I could get a 10 % discount on a floor model scarecrow since I fixed the others. They were happy to help me out. One the  employees asked me if I wanted an extra {$50.00} dollars off my total. I laughed and the person said no really I asked Huh? I was told to apply for Home Depot Card. I said I couldnt because I had one. I was told people do it all the time. They set me up with an employee an register for a new card and an extra {$50.00} off my order that day. \n\n\n\nI am a nervous Nelly but I got creative I used my Maiden name XXXX XXXX and my cell phone number instead of my house number and I thought my social. Even a bargain hunting fool like myself knows not to use someone elses social security number. Being that I was nervous, I didnt know you could have two credit cards with one business, it took me a moment as it always does to separate the two socials as I use his more than my own for taxes, medical and banking. Once the form was uploaded the credit card company accepted my application and gave me a bigger limit than my 1st card. \n\n\n\nVery excited to get my purchase at a great price so the next day I went to my bank and paid ( get this unbelievable ) in cash the eighty five and some change dollars I owed on the new card at a register. Paperwork is my demon so even if I made an effort to keep the receipt I would have forgotten where I put it the next day. I did not have the NUMBER for CARD # 2 only a small receipt with my Home Depots acceptance of my application. \n\n\n\nIt just so happens my first card had a very similar balance as the new card and will turn out that that payment I made in cash actually went to the balance on my first card. Myself or my husband must have popped in without our ATM card. \n\n\n\nRecap : similar social security numbers and similar amount owed on both cards. Payment in cash, who does that? \n\nOur social security numbers.. There is only 3 different numbers between the two Mine XXXX XXXX >letter instead of numbers Not our real socials Spouse XXXX XXXX   >letters instead of numbers Coded sequence is identical to our actual numbers Home Depot began calling me for a payment on my card. I kept explaining over and over I had made my payment in cash at a register in the store. I spoke to 5 different associates that called me and NONE of them could figure out why my payment wasnt showing up on my card. I would explain and they would tell me they could not find my payment. I finally got frustrated and called in to Home Depot. I was disconnected twice and as they say 3 times a charm The third associate and I spent a good 45 minutes to an hour going over both accounts because she looked up the phone numbers I used. Honestly the hours I spent with the others and got no where. She I figured out that I had transposed a number in my social and thats why NO ONE ELSE at HOME DEPOT could figure it out. She asked me if I wanted to make a payment for the first months charge of the XXXX items. I told her I pay it in full so nothing else could get messed up. I asked her if this would effect my credit and she said to me NO I PAID IN FULL AND MY ACCOUNT HAD BEEN NOTATED THAT IT TOOK TWO MONTHS AND 8 ASSOCIATES TO CORRECT THE FACT THEY GAVE ME A CREDIT CARD WITH AN UNKNOWN SS # ON IT. I told her thank you because it was not my fault it wasnt paid and certainly wasnt my fault they rest of the employees at her company could not find my 2nd account and combine the two for me. ( she did help me with the social security number correction combined my Home Depot log in page so I could see both accounts ) I tried several times to get them to combine both accounts under my name so when I logged in I could figure out what was messing things up. I could not find the second card and neither could the other associates to combine them. \n\n\n\nNothing hit my credit application for another month or two and then there it was .. They dinged my credit and when I went back to ask them to fix it explaining the whole thing again to 1 nice employee a ( business number ) who gave to another ( my chin hit the hold button on my cell phone while waiting to be transferred and no one could hear me so they hung up. I redialed and the 3rd associate ( business number ) transferred my to a rather snotty associate who took my information with a lot of attitude ( she was like a brick wall but I thought to myself it Home Depots fault how could they not fix it ) I just dont get it .. How could they ding my credit when their system allowed me to get credit even though I messed up my social security number? The application should have been denied. The whole thing is scam if you ask me. Can anyone with anybodys social security number pull a credit card? \n\nCan you help me?","date_sent_to_company":"2018-05-21T04:45:04.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"92154","tags":null,"has_narrative":true,"complaint_id":"2912557","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-05-21T00:07:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Being that I was nervous, I didnt know you could have two credit cards with one business, it took me a moment as it always does to separate the two socials as I use his <em>more</em> <em>than</em> my own for taxes, medical and banking. Once the form was <em>uploaded</em> the credit <em>card</em> company accepted my application and gave me a bigger limit <em>than</em> my 1st <em>card</em>."]},"sort":[14.271013,"2912557"]},{"_index":"complaint-public-v1","_id":"8096988","_score":13.562099,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I legally changed my name on XXXX, XXXX, XXXX in XXXX XXXX, Washington state. I have been submitting copies of my new state ID, XXXX XXXX XXXX Order Name Change document, copy of my updated Social Security Number, and Social Security letter stating they had changed my name. \n\nEquifax refuses to change my credit report that creditors get to my current legal name. XXXX XXXX, and XXXX, as well as all my credit card, banking, and Medicare, updated my name with no problem. \n\nI followed Equifax 's process since last XXXX more than 10 times, including, faxing, mailing, and uploading the documents to their portal as directed by their customer service staff. \n\nFor many months some person, or persons kept denying getting my documents. After many months they finally, acknowledged my new name but instead of changing my legal name, someone made up a whole new legal name that was never mine and put my new legal name, as well as my old legal name as formally know as. I kept calling to try to fix this, they kept saying they were but never did. After, many call someone in Equifax instructed their customer service reps to hang up the phone on me. \n\nSo I had no choice but to file a complaint with the XXXX XXXX XXXX. They contacted Equifax. Equifax denied what they had done and again stated I needed to submit documentation for them to change me name. This time the Better Business bureau submitted it to Equifax for me. Equifax said the problem was fixed. Whenever any of my existing credit card companies, or bank, and now the XXXX XXXX XXXX submit a soft credit check someone in Equifax is saying I have no credit history even though I have a 14 year credit history. All of my current credit card companies, XXXX  XXXX XXXX, XXXX, and XXXX XXXX all provided proof they are submitting my credit to Equifax but they are not putting it on my report. After I filed the complaint with the XXXX. Someone at Equifax, removed all the credit history that that was on my report and changed everything to XXXX \n\nBecause of this they have just reduced my credit rating to fair stating I have all the credit card companies but non of the accounts have no credit limit, no age and no credit payments. \n\nThis is now threatening my current credit card status, housing, and employment. No matter what I do Equifax staff will not change my name, and put my credit history back in my report. Someone at Equifax just reduced my credit score by more than XXXX points because they remove all my credit history. XXXX, and XXXX, are both correct and show good credit histories with all my payment, available credit balance, remaining credit, and length of credit. \n\nI believe someone is doing this to me because I did what is called a XXXX XXXX XXXX. Some person, or persons must not agree with this and I think this is why they refuse to update my name. I went from a male sounding name to a female sounding name. I thinks someone in Equifax does not like my lifestyle, and is showing their disapproval by putting my new legal name as my former name with my old legal name, making up a name that was never mine. Another Equifax employee retaliated against me for filing the complaint with the XXXX by removing credit history. \n\nI have suffered greatly personally, financial, and medically due to how they are discriminating against me just because I am a XXXX and they don't seen to agee with it. I have been denied a credit increase, offer of credit, and housing cerification due to this. \n\nThis has been going on since last XXXX, almost a year ago. I dont know what else to do but file this complaint. Someone please help me. I spoke with a representative with a XXXX based XXXX XXXX and they told me I am not the first XXXX Equifax has done this to. \n\nSomeone please help me to resolve this. \n\nThank You XXXX XXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2024-01-04T01:29:58.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"981XX","tags":"Older American","has_narrative":true,"complaint_id":"8096988","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-01-04T00:41:14.000Z","state":"WA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I followed Equifax 's process since last XXXX <em>more</em> <em>than</em> 10 <em>times</em>, including, faxing, mailing, and <em>uploading</em> the documents to their portal as directed by their customer service staff. \n\nFor many months some person, or persons kept denying getting my documents. After many months they finally, acknowledged my new name but instead of changing my legal name, someone made up a whole new legal name that was never mine and put my new legal name, as well as my old legal name as formally know as."]},"sort":[13.562099,"8096988"]},{"_index":"complaint-public-v1","_id":"12057990","_score":13.422252,"_source":{"product":"Checking or savings account","complaint_what_happened":"Dear Ombudsman, I am reproducing below a process that has been ongoing for over a week. This is a document that has been circulating within Wise across multiple channels, yet the issue remains unresolved. During this process, a false claim was addedthat my phone had been stolenwhich is extremely serious. \n\nI urgently await a response, as I am trying to make a final transfer to terminate my relationship with Wise once and for all, as my experience has been terrible. \n\nBelow is a day-by-day report : I am completely dissatisfied with Wise 's service. \n\nTomorrow marks one week since I was robbed. I requested a new card, but due to a series of errors from Wise 's team, I am still without it : I initially contacted a support agent because I was concerned about the delivery of my new card. I paid for expedited delivery, and since I have an issue with my doorbell ( it does not work ), I wanted to ensure an approximate delivery time so I could be home. Since it was not possible to provide an estimated date and time, the agent assured me that since the card was still in transit, I could simply change the delivery address. I changed it to a XXXX pickup point, but it did not work. The company did not accept the new address. I went to the XXXX store, and they informed me that the package was not being redirected there. \nWhen I called Wise and XXXX on Friday, I was informed that the card was on its way. \nThen, on Monday, XXXX company hired by Wise, not by metold me they had attempted delivery on Friday afternoon, despite having previously emailed me that the expected delivery date was Monday. The Wise employee told me that the courier only made one attempt and that I should call them and demand another. I called, but it was useless. In other words, I worked for Wise for free, as they should have been monitoring the delivery or at least communicating with me.\n\nOn Monday, the courier company hired by Wise informed me that the card was being returned to Wise. The support agent told me I would need to request a new card. \nI did so. Then, I was told that the fee I had paid for expedited delivery had already been used, meaning Wise would not cover the expedited shipping for the new card. This is entirely unacceptable, as none of the previous mistakes were mine. As I informed Wise and XXXX multiple times, I have a doorbell issue, which is why I need the card sent to a XXXX store. EVERYONE WAS INFORMED OF THIS. I PROVIDED MY PHONE NUMBER AND EMAIL BUT RECEIVED NO CONTACT. \nShortly afterward, Wise requested my proof of addressagain! I took this opportunity to highlight how efficiently XXXX XXXX XXXXXXXX handled a similar situation. They received my request for a new card on the same day as Wise. The difference? In just three days, I received my new card at my apartment door, despite my doorbell issue. \nOn XX/XX/XXXX, instead of speeding up my requestespecially considering that XXXX, the company hired by Wise, failed to make the required three delivery attempts or even contact meWise is working with a company that does not follow basic procedures such as making multiple delivery attempts or contacting the recipient. ( This company had my phone number and never reached out. Wise also had it but failed to communicate. Both had documentation stating my doorbell issue. ) Instead of fast-tracking the card issuance and shipmentsomething expected in urgent cases like theft or lossWise is now trying to invalidate my request and complaint by demanding more and more information. This is unacceptable. \nEven after all my complaints, Wise had not put me in contact with the company 's Ombudsman, which is also unacceptable! Someone sent me an XXXX contact two days ago, and only today was I able to access an outdated system that no one uses anymore. \nWise once again requested information that had already been verified and validated on the website. For example, today, XX/XX/XXXX, I uploaded a photo of myself with my passport more than four times, yet the website did not accept it. This document was already marked as valid in my account. If Wise requires higher image quality, they should inform customers so they can purchase cameras that meet their standards. Meanwhile, I have received no updates regarding my card. Is it a coincidence that they are demanding additional documents precisely when I am complaining about not receiving my card? \nThis morning, fed up with Wise, I attempted to transfer my own money to either my husband or a friend so I could withdraw it, but I was blocked from doing so. Even after providing proof of address, passport photos, and face verification codesalong with being forced to reset my passwordthe transfer was denied. This process has been exhausting, unnecessary, and, above all, dishonest. The email and phone support agent told me these security checks were triggered because I had reported that my phone was stolen. I NEVER SAID THAT. MY PHONE IS WITH ME. Proof of this is my almost daily phone contact with Wise. \nFor all these reasons, I no longer want to use Wise. I want my money back and to transfer it to my designated beneficiaries : my husband or my friend. \n\nSincerely, D.","date_sent_to_company":"2025-02-13T17:49:40.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"10024","tags":null,"has_narrative":true,"complaint_id":"12057990","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"TransferWise Ltd","date_received":"2025-02-13T17:32:44.000Z","state":"NY","company_public_response":null,"sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["For example, today, XX/XX/XXXX, I <em>uploaded</em> a photo of myself with my passport <em>more</em> <em>than</em> four <em>times</em>, yet the website did not accept it. This document was already marked as valid in my account. If Wise requires higher image quality, they should inform customers so they can purchase cameras that meet their standards. Meanwhile, I have received no updates regarding my <em>card</em>. Is it a coincidence that they are demanding additional documents precisely when I am complaining about not receiving my <em>card</em>?"]},"sort":[13.422252,"12057990"]},{"_index":"complaint-public-v1","_id":"3102977","_score":12.388897,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I am writing today regarding my fraud claim case which was wrongfully denied by Citibank. I have provided all the requested evidence that the investigator requested however the investigator lied numerous times and denied the claim unethically. Please read below for the whole story. \n\nIn early XXXX, I was visiting my cousin in XXXX and we, my brother and two cousins, were robbed. We all had all of our wallets and phones stolen. We filed a police report and as soon as we got a hold of a phone, started calling all our banks/credit card companies to inform of what happened and to cancel/block our stolen cards, and called dmv to get new licenses etc. The thieves swiped all of my credit cards, most credit cards detected fraud after the initial 1-2 transactions and auto locked and the thieves only were able to steal a few hundred dollars per card. However, Citi security did not detect fraud and the thieves were able to swipe my Citi card for approximately {$3500.00} before it locked. I have provided evidence of all these cards to Citi as a show of good faith even though it was not requested by the investigator. My investigator for the case was Citi Security Operations employee XXXX XXXX. I explained the whole story to him when he got contacted me initially. He requested that I provide two things : ( 1. ) a front and back copy of my driver 's license which I had told him was also stolen as it was in my wallet during the robbery. ( 2. ) proof that my phone was stolen by sending proof that I called my cell phone carrier to suspend my phone line and resumed it by purchasing a new SIM card. I obliged and sent him the requested documents. Then I would call him every few days to check on the progress of the case, he never answered his phone and his phone mostly went straight to voicemail. I left him countless voicemails, emails, and messages to check on status of case and see if he needed any more evidence to conclude his investigation. He was extremely unprofessional and never returned my calls, left my messages on 'read ', ignored voicemails, and got back in touch with me. Few weeks later, I got a letter in the mail saying my claim was reversed/denied and the investigation is concluded. At this point, I was calling Citi customer support and security operations on a daily basis to see why it was denied and to attempt to get in touch with Investigator XXXX XXXX. The customer support teams would have me explain my story to each individual person and then 30 mins later transfer me to another person/department and have me repeat the process. I usually spent about 2 hours per phone call and did this for countless days and nobody helped me even though I had provided all the requested evidence. They would always say we can't help as there is an investigator assigned to the case even though I informed them the head investigator never answers his phone or returns my calls after I have left him numerous voicemails. They told me they can file a complaint on my behalf and have someone call me back. I filed 3 different complaints and never got a return call. I used to call the investigator during business hours almost daily and surprisingly he answered my call one day. I asked him what was going on and why he denied my claim, even though I provided him with all the requested documents. He said there were two main reason, one because I had said my license was stolen but I sent him pictures of my license as he himself requested. I explained to him that I sent the pictures from my Photos gallery on my laptop as I have pictures of my license, passport etc saved in my computer. He said that he requested pictures of the 'new ' license that I got from the DMV not the old one and to send him those if I want him to reopen the investigation and approve the claim ( he was lying and I have proof of the original letter he sent from Citi security operations where it simply says provide a copy of license, and not a 'New ' license, I thought he was simply trying to verify my identity, instead he was trying to trick me, so I sent the pics from my photo gallery on my computer ). I told him that I have requested a new license from DMV and it recently came in the mail and that if he was clear in his request I would've waited until the new license arrived in the mail and sent him photos of that instead. He then proceeded to say okay send me the new license photos and sent me a email from Citi operations reopening my case and requesting this information ( I have evidence of this letter and the fact he reopened the investigation as well ). Immediately after, I send him pictures/proof of the new license which clearly says it is a reissued license from the DMV on it. He also said that the evidence I sent him from my online XXXX XXXX phone account of line being suspense and restarted was not enough and that to send him the actual receipt of transaction. I told him I work in New York and was back home when I got a new SIM card in Virginia, and that to get the receipt would have to drive 6-7 hours each way. He told me he needs the receipt of the transaction if I want my claim resolved so I had to waste 2 days of my time to drive to Virginia to get the evidence for him as XXXX XXXX said they couldn't email the receipt via email due to internal policy or security reason. I was able to get the receipt and sent him that. As a show of good faith, I also sent him proof of my other credit cards fraud that were swiped by the thieves as I mentioned previously. I sent him Proof of fraud at my other credit cards/banks including : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX cards. All of these credit cards detected fraud and auto-locked after 2-3 transactions, my Citi card was the only card that let the thieves do many more transactions. All three of these banks have refunded the amounts for the fraud dispute after their investigations and had concluded their investigation in my favor. At this point I simply wanted to put this all behind me and have the issue resolved. At this point after I sent him all the necessary evidence once again, he simply stopped responding to my calls, voicemails, and emails. I have proof of at least 15 different emails I have sent to XXXX and XXXX email addresses requesting to receive updates or to let me know if they atleast received the documents I was sending and if anything else was needed, and as usual got zero replies from Citi similar to the investigator being non responsive to calls/voicemails. The second big reason my claim was denied according to investigator XXXX XXXX was because he claimed he called the police department in XXXX where I filed my report and claimed the police told them it wasn't written/listed anywhere in my report that phones and wallets were stolen. I subsequently spoke to the XXXX police department and the detective who is handling the case. They said it is clearly listed in the report that four phones and wallets were stolen, and that no private investigator called him to confirm this information. They said that even if someone had called them, they wouldn't be obligated to give this information out to any investigator or  credit card company legally speaking. So how could he deny my claim based on these charges initially when it is clearly listed in the police report is beyond me. I also have 3 other witnesses who are part of the police report to corroborate my story. At this point, it was clear to me he was shamefully lying and I lost my trust completely in Citi and the process. I once again emailed the two Citi addresses provided and expressed my frustration about the non-responsiveness of Citibank and let them know that I am waiting to hear back as I have sent all the requested evidence for my initial and re-opened investigations. I was being made to jump through many hoops unnecessarily and waste hours upon hours calling into Citi daily even though all the requested evidence had been provided from my end. Once again, no response. I even wrote into the XXXX Police Department records division to request a copy of my police report, I once again had to collect numerous pieces of information to request this and waste more valuable time. They said it can take unto 6 weeks to get the report through the mail process and the best way was to come into the office in XXXX and pick up the report. This meant that I would now have to fly to XXXX again to prove my side of the story. Luckily my cousin who lives in XXXX was generous enough to go in to the station for me, as he is also part of the report as one of the four victims and get the report. He had to skip a day of medical school to do this as the records department is only open during week days. I have since scanned the police report which clearly mentions 4 stolen wallets and 4 stolen phones contrary to the investigators claim and emailed a copy to both Citi email addresses XXXX and XXXX along with my old credit card number. Recently, a Citi investigator named XXXX XXXX contacted me due to me filing 3 different complaints with Citi.  She told me that my case has been closed by Security Operations at Citi and I need to write into the Presidential Department, which is the reason for this lengthy letter. I told her that the previous investigator reopened my case and I have proof of that via the email thread and letter he sent me, however she said there's nothing she can do and that I can file a complain if I would like which I knew would not accomplish anything just like the previous 3 complaints I filed. She also uploaded half the documents and evidence I had provided to Citi into my case file for the Presidential Department to review. However, she said half of the evidence I sent was not uploaded and to resend it, which I did. Soon after, she also stopped responding to my calls, I would call her almost daily to see if she had uploaded my evidence into my case file so that by the time I wrote this letter to the Presidential Department, all the evidence would be there for them to look at ( since sending the police report and resending proof of my phone line being suspended/resumed and SIM card receipt which she said wasn't uploaded into my case file previously despite me sending it at least 3-4 different times ). I was not been able to get in touch with her for almost 2 weeks despite calling repeatedly, finally when she answered 2 weeks later, she said the case it completely closed on her end as well and there is nothing she can do, even though 2 weeks earlier she said the last missing piece of evidence I needed was the police report and that would resolve the re-opened case. She said write a letter to the presidential department and they would get in touch with me. I asked her for a phone number and email of Presidential Department as well, however she said they don't have email or Phone number and that you can only write them a letter. I asked her how would I know if they received my letter, since Citibank has been extremely non-responsive, unethical, and abusive regarding handling of this case and all my previous attempts to get in touch with them were mostly ignored. She said I have no other option than writing the letter and waiting for their response. So I wrote a lengthy letter and mailed it. Just as I feared, once again Citibank has not responded to me, it has been over 2 weeks since I mailed that letter. I always call Monday to Friday during business hours, but the Citi investigators phones are always turned off and go straight to voicemail. After leaving numerous voicemails, they never call back. \n\nIn conclusion, I just want to request the the CFPB to please look into my re-opened investigation and have CitiBank refund me the money that was stolen from my credit card by the thieves as per their 'Zero Liability on Unauthorized Claims ' policy. This has been the worst and the single most frustrating experiences I have had to deal with as a customer of any company, financial or otherwise. Furthermore, I have provided all the evidence necessary including drivers license which clearly says on it that it is a reissued license by DMV, proof of fraud at other credit card companies, Police report, and proof of phone line and SIM Card. The unauthorized purchase amount of approximately {$3500.00} is a big amount for me and this whole process has caused me a lot of undue stress apart from the stress I was already dealing with from being robbed and losing my phones and all my valuable data and photo/video memories inside it. I have spent countless days and hours of my time trying to resolve this issue and have been ignored by the Citi Security Operations department. I would also like to take this opportunity to file an official complaint against Citi Investigators XXXX XXXX and XXXX XXXX from the Citi Security Operations department to the Presidential Department as well. His phone number is XXXX, I have filed many complaints to Citi customer  service as well due to the highly unethical and unprofessional behavior I experienced. Thank you so much for reading this, and I apologize for it being so lengthy. Please look into my case and help me have it resolved.","date_sent_to_company":"2018-12-18T00:45:21.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"3102977","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-12-17T23:52:51.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["As a show of good faith, I also sent him proof of my other credit cards fraud that <em>were</em> swiped by the thieves as I mentioned previously. I sent him Proof of fraud at my other credit cards/banks including : XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX cards. All of these credit cards detected fraud and auto-locked after 2-3 transactions, my Citi <em>card</em> was the only <em>card</em> that let the thieves do many <em>more</em> transactions."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[12.388897,"3102977"]},{"_index":"complaint-public-v1","_id":"5791340","_score":12.235568,"_source":{"product":"Checking or savings account","complaint_what_happened":"All, My Citi Bank accounts and Credit Card were hacked on XX/XX/XXXX. \n\nIve given my story to several people throughout this process, primarily with : XXXX XXXX, XXXX XXXX, and XXXX XXXX at the Citi XXXX XXXX, XXXX branch XXXX It was with XXXX that we raised issues regarding fraudulent activity on my Citi XXXX XXXX  and helped check-in on other active banking investigations ( XXXX, and XXXX ) into about {$5500.00} worth of fraudulent activity in my XXXX and {$900.00} on my XXXX XXXXXXXX Card. Additionally, I had a conversation with a security representative through XXXX XXXX mentioned above ) where we were told I got hit with a malware attack. I was advised to change all pertinent information regarding my identity ( phone number, passwords, account information, emails etc. ) and to also create a police report and run a security report with XXXX. XXXX and I followed the instructions and created a new account. That day, XXXX XXXX, I received a ~ {$1500.00} paycheck from my employer ( XXXX - $ XXXX ) in XXXX and we needed to move it into the newly created oneXXXX that was attacked shortly later, bringing it up to three total attacks ( XXXX, XXXX, XXXX XXXX XXXX ). \n\nAdditionally, in working with XXXX, we found out a Citi XXXX investigation had not been started after my first contact on XXXX XX/XX/XXXX. The XXXXwo of us sat on the phone for 3 hours starting to make a new one and we did. I followed up the next week and spoke with a Citi Fraud Prevention Team supervisor, XXXX XXXX, who confirmed I had zero active credit card investigations. Confused, enraged and beside myself, I outlined my entire story again, gave all the dates and tribulations again, and demanded an investigation begin. AGAIN! \n\nThe next Citi XXXX # Support hurdle I faced was in the verification process. Ive uploaded my new phone number several times, spoke with Citi Customer Service, Fraud Prevention on both the banking and XXXX side, but everyone keeps sending verification requests to a compromised and inactive phone number ending in XXXX. Its that issue, trying to continue an investigation and using compromised account information, that they rescinded a provisional credit of {$3700.00} because they lost contact with me. My new phone number, in stone to this leadership team, is ( XXXX ) XXXX and has been displayed on my Citi profile for more than two weeks. Why was the investigation team trying to use an old and compromised phone number when it was clearly updated from my side through Citi SupporXXXX on XXXX XXXX? \n\nFrom there, things really took a turn, however, what needs to be focused on is not the number of times I was attacked and the ~ {$8000.00} that was jeopardized, but how Citi responded and the lack of support I received from calling into your organizations support line from a customer and Branch seat. \n\nAs a customer in good standing with this organization I feel things should have been better, teams and departments should be held accountable, and tracking your customers data between all departments needs to desperately improve. \n\nHere is where I believe things went wrong from the Citi side : - The 2nd attack on account ending in XXXX was made under the same, initial, compromised profile/acct ending in XXXX. The hacker was still embedded in XXXX and was able to track my {$1500.00} paycheck on XXXX XXXX and attacked again. XXXX, mentioned above, had helped me earlier that day and brought in the security rep who mentioned it was a XXXX XXXX in the first place. \n- The Citi phone line system is not meant to help you. XXXX and I called into the XXXX number together to begin an investigation. She tracked the XXXX of the folks involved, and nothing was resolved, started, or even noted on my account by the time I spoke with XXXX XXXX, Citi Credit Card Fraud Prevention Supervisor. \n- Everything I did was over the phone, but finally, XXXX XXXX said I need to physically dispute the charges from my side. I never knew that outright nor was told to do it in the beginning. Thankfully, I made a minimum payment of {$35.00} by XXXX XXXX on my new Citi XXXX XXXX XXXX ( prior to an investigation ) but Im still in a bad spot and must suffer with a looming balance of {$230.00} that is still unresolved. \n- Because Citi employees continued to use an old, compromised phone number and didnt see the new changes made on my account, they are rescinding {$3700.00}. Why do I have to suffer and now face a negative account balance for their mistakes? Why does the customer have to suffer? Why cant your team get it right? Because your team members and departments do not have total visibility into my issues and accounts, I am now taking the brute force of this issue. Thats unfair. \n- Citi policy : in a situation like this, tracking information is important. What needs to change, and what went wrong, is the Citi policy regarding XXXX and representative emails. Why cant you hand them out when asked? If I had that information this story would be a lot more involved, and there would be a lot more accountability. \n\nThe overall objective with this email is to highlight a horrific experience Ive had in dealing with Citi bank during this attack. I lost about XXXX, finally had all my monies returned, I got a chance to withdraw, spend, reimburse family members, and now its being taken away again because Citi operations does not have strict standards of accountability. Thats absolute garbage and something I will continue to share with others in my network. \n\nI will be filing a complaint to CFPB and request all audio recordings from all connections made from my side and Citi XXXX XXXX branch be sent to me in a timely manner. I refuse to request this information through Citi Customer Support # XXXX phone line. \n\nThank you and XXXX, XXXX","date_sent_to_company":"2022-07-20T21:46:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"20853","tags":null,"has_narrative":true,"complaint_id":"5791340","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2022-07-20T21:29:57.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Banking errors"},"highlight":{"complaint_what_happened":["My new phone number, in stone to this leadership team, is ( XXXX ) XXXX and has been displayed on my Citi profile for <em>more</em> <em>than</em> two weeks. Why was the investigation team trying to use an old and compromised phone number when it was clearly updated from my side through Citi SupporXXXX on XXXX XXXX?"]},"sort":[12.235568,"5791340"]},{"_index":"complaint-public-v1","_id":"7495943","_score":11.38454,"_source":{"product":"Prepaid card","complaint_what_happened":"A Visa Gift Card was purchased from XXXX on XX/XX/XXXX for {$270.00} + {$6.00} for the activation fee. An activation confirmation was given with the purchase to proof activation. The provider is XXXX XXXX. After some online research, there is a well-known issues with some of these cards going back XXXX and as recent as XXXX. People issues that customer service doesn't help to resolve but who may give you false information to get you off the phone. They will even hang up on you. \n\nThe card was registered for the recipient. Who tried to use the card online and it was immediately flagged for possible fraud. The company put the transaction under review. A refund was requested when it seem like the transaction obviously had some issues on their end. \n\nThe money was refunded to the card. I took the card back from the recipient due to them having issues and I was the one who purchased it. \n\nBasically, the card would not work on any website for online purchases. I attempted to attach the card to XXXX like you can with most other gift cards. \n\nAfter no success, I called customer service who stated that they saw the transactions including how the card couldn't be attached to XXXX. But they would put me on hold if I wanted them to call XXXX to authorize the car attachment. From there, it was stated that it would work within XXXX minutes. I did not work. \n\nI called the XXXX number which is XXXX again to try to check the balance or possible issue. I would like to note, after each call things would get worse not better no matter what the reps would say who were also quite dismissive. With each call I was able to verify all the information on the card including the numbers on the barcode on the back to make sure it wasn't someone electronically trying to hack it. \n\nI would also like to note, the website associated with the card is prepaidbalance.com via XXXXXXXX XXXX. It barely works correctly no matter what browser you use. However, when you call automated voice refers you there for certain information. \n\nI ended up trying to see if the card would work on XXXX. Because at this point, I wanted to use it online and was very afraid to take this card inside the store even with the pin I registered due to not trusting customer service and also not knowing if this card was already compromised prior to purchasing. As XXXXXXXX XXXX has a documented set of complaints about their cards ( that are sold at XXXX and XXXX ) being randomly compromised. And people have stated how hard it is to get it resolved. \n\nThe card attached to XXXX but my XXXX account was immediately suspended. I uploaded a receipt and an explanation and it was restored quickly. \n\nI called the customer service line again at XXXX. They said that the 3-digit security code was put in wrong too many times. Which I believe they completely made up. I know I personally did not put in the wrong code over and over as it is very easy to remember. \n\nSo they said, the card would be blocked for 24 hours because of that. However, I could still take the card in the store and use it there or anywhere that didn't require the 3-digit security code on the back. I actually wasn't at peace with this explanation. But there is not way I could disprove or prove it to be false other to go to the store and try. \n\nPrior to this call, I had to made a purchase overnight and was notified via email that there was an issue with the card ( again ) so those purchases couldn't go through so they used my backup payment instead. Well, the company obviously blocked the card or the 3-digit code making it useless. \n\nSo I called customer service again on XXXX, and I received a very aggressive and dismissive customer service rep. This is after the phone ringing and someone just hanging up more than once before you could even verify information. \n\nThe call being hung up isn't good because by this time, I had to speak with someone as their website at prepaidgiftcardbalance doesn't work all the time or it works sporadically. So to not be able to get through made this feel like a scam on their par. \n\nI would also like to state with each call, something would happen after like the card wouldn't do like they said it was supposed to. And the automated system eventually claimed it couldn't recognize the gift card number. \n\nWhen I talked to the dismissive and aggressive rep, I admittedly almost lost it because by this time I have been trying to resolve where my money went on and off for hours, days really. \n\nI called and said, I am calling because I was told that the card would work in the store with a pin. The woman on the phone said let me check. And she came back and said, I don't know why she told you that. The whole card is blocked for 24 hours.\n\nNow, I am livid. if it's blocked for 24 hours only, this made me wonder if this card was already compromised since the issues were from the onslaught.\n\nI said so the other women lied And the rep proudly said, yes. But it should work in 24 hours. I think that was something said to get me off the phone since there are issues with the card that I can't see. \n\nI do believe XXXXXXXX XXXX is well aware of issues but maybe it's not wide-spread enough for them to be held accountable. I am basing this off other experiences. I have purchased these cards a couple times before. But it's hard to tell they aren't from XXXX. Pretty packaging but they are one of the worse gift cards I've ever purchased. \n\nI hope the issue is looked into or at least there is a record on my part in the form of a complaint. \n\nThis card is unusable. And it also has a clear film placed on the back of the card where you would scan it instore which I am not sure is normal or not as far as it possibly being tampered or compromised at a certain point. \n\nThe complete dismissiveness and runaround that was given is something that may not be able to capture even though this is lengthy. This company comes off like it's very shady. It's understandable that there are federal laws that have to be followed if fraud or identity verification issues are present. \n\nBut to call into a company ( XXXX ) and be lied to each time you interact with it is definitely something I hope they are eventually held accountable for. I don't think the reps care because they are likely in another country and there is also obviously isn't a great standard in how issues or identified and resolved or at least attempted to be. \n\nI know they couldn't do anything but I did go back to the store I purchased the card from to at least see if one of the reps had other issues with people coming in with a similar story. So I had to take time out of by day to do that as well as feeling quite silly even having to explain it. I also sent an email to the store 's contact chain for issues like that. I don't expect any resolution because why would they continue to partner with a XXXX when there are several issues already out there that seem to not be addressed including the customer service issues, and the poor working website that is hit and miss. And that may possibly block your IP or card.","date_sent_to_company":"2023-09-05T04:05:18.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"47130","tags":"Servicemember","has_narrative":true,"complaint_id":"7495943","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-09-05T03:08:03.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["The <em>card</em> attached to XXXX but my XXXX account was immediately suspended. I <em>uploaded</em> a receipt and an explanation and it was restored quickly. \n\nI called the customer service line again at XXXX. They said that the 3-digit <em>security</em> code was put in wrong too many <em>times</em>. Which I believe they completely made up. I know I personally did not put in the wrong code over and over as it is very easy to remember. \n\nSo they said, the <em>card</em> would be blocked for 24 hours because of that."],"product":["Prepaid <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose prepaid <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[11.38454,"7495943"]},{"_index":"complaint-public-v1","_id":"21063278","_score":10.996416,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> at XXXX XXXX I received an email that someone logged in my account anytime theres a login from a different device. I get kicked out from my own phone so I had to log back in my account once I logged back in I seen something about a transaction. Someone moved {$860.00} from my savings account into my checking account and from there they sent {$790.00} to an unknown XXXX XXXX. and from there they sent {$790.00} to an unknown XXXX XXXX named XXXX XXXX. I instantly called Chime to see what was this about and how did this happen if I received a email sent to my email about a alert directly from chime, letting me know that someone logged into my account, but Im still allowed them to off of a device that I do not own in in a location that Ive never been in. Once I informed him about this, they asked me if I wan na make a dispute. I say yes I needed my money back into my account in my account to be correctly secured for this then I happen again. They informed me that they could not start a dispute because the transaction was not fully through. It was still pending, so I asked them. Could they stop the transaction from fully going through and reverse the funds they kept being around the bus, basically trying to tell me no that they could not stop the transaction, but they suggested that if I replace the car that they use a transaction with that, it should automatically stop the transaction so I did as they told me replace the card that they used the transaction for, but it did not stop the transaction it fully went through so once it went through, I called back and told them I would like to start a dispute. They started the dispute. Told me if I had any documents. Any information prove evidence to upload for them that I can provide that so I did that and then they informed me that I could receive temporary credit funds to my account while they still investigate, but by XX/XX/XXXX to receive those funds so it has only been three days and after that conversation was finished here comes the next day I use a couple dollars to order my baby some milk maybe like 30 minutes later I dont know how but the same person with the same XXXX XXXX ended up logging back into my account again and taking the rest of my money which was {$43.00} first they took {$41.00} and then they took two dollars and this was all after that I had changed my password changed. My email turned on my XXXX as well as removed all unknown devices that was logged into my account so I didnt understand how they were still able to login and I didnt receive no code to my phone number for a second authentication to be able to login my account so I informed chime and they suggested me to get all new cards so thats what I did and then they come to find out that the first dispute that Ive made XXXX the {$790.00} the person that stole my money he had canceled that dispute so I had to reopen that dispute and this was yesterday as of XX/XX/year> so while youre talking to time still I kept asking them repeatedly several times over and over to transfer me to the fraud security team to speak with them in that basic support they kept trying to be around the bush and basically not transfer me over first they told me that they dont have no security team then they told me that there was no one available for me to speak to because they dont speak to no one they dont make calls. They dont answer calls. They just investigate and then when I kept pushing the issue to talk to a security team, thats when they finally so-called wan na transfer me over so Im not 100 % sure if I was talking to security team or not, but someone that I was speaking who told me that was for our security team but as I was talking to for our security team, they ended up transferring me over back to the dispute department without letting me know that they were transferring me to that department so Im thinking that theyre gon na investigate more and push the issue word because I needed my temporary funds credit to be expedited because it was causing me hardship to provide basic needs for me and my one year-old child so anyways, I specifically let them know that I was filing a police report. I was going down to the district getting a report done, and that I will be uploading that as more documents to provide for them with my dispute case they said OK that will help but it will still take time so I got off the phone with them I went to the district. I got the packet that the police want me to fill out to file the complaint and the fraud and as I got back home to call time, I went and looked at my time app and seen that my dispute was denied for the {$790.00} and it was only three days so to me my case was not handled the way it was supposed to be handled when I informed them that this was fraudulent activity for it to be only three days and you deny me in three days was impossible to be denied, and I gave several different documents of proof that my information was correct and the claim that I was making was not a lie so I called him immediately after seeing that and ask them why was I denied when I gave enough proof of evidence in documents that they asked for and that this has never happened to me before in the fact that it happened more than once several repeated times with the same person that they allowed to happen after I even secured my account with them so I called XXXX back immediately and asked them. Why was I denied? How was that possible? This has never happened to me before and they usually dont get or receive no disputes for me because I dont never need to make a dispute of anything and for me bringing them all of this information proof documents, etc. I should not be denied of my funds that was stolen from me if this was far of my activity as I kept coming up so they proceeded to keep telling me that they can not give me no information they dont have any information and that I will be receiving a email to my email within 10 business days of my results of why I was denied so I informed them that I was not taking denial as an option I also informed them that I had my file packet from the police department that Ive filed and filled out for the police to investigate my case as well, so thats when they wanted to reopen my dispute and asked me to upload those documents. I specifically told them that in this file is the same exact information that Ive been gave time. Its just a police report police take an accident for it as well so they said OK and asking me if I needed any more help I told them that no you guys are not being as helpful as you should be in my situation so there is no further questions. There is no further help that you can give me in the last person I was talking to that. I told This to ended up getting rude with me it told me OK. Well, you will be receiving a email. Just check your email as if the email that they told me about my results for my denial that they were going to send right away all of a sudden now that I said that, but they just told me that it was supposed to be sent within 10 business days. so now I am sitting here waiting for the temporary credit funds that they told me I could receive by XX/XX/XXXX as of now and for updates of my dispute chime also had all of our calls/conversations recorded.","date_sent_to_company":"2026-04-08T19:41:18.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"158XX","tags":null,"has_narrative":true,"complaint_id":"21063278","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2026-04-08T19:10:35.000Z","state":"PA","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["<em>than</em> once several repeated <em>times</em> with the same person that they allowed to happen after I even secured my account with them so I called XXXX back immediately and asked them."]},"sort":[10.996416,"21063278"]},{"_index":"complaint-public-v1","_id":"5422800","_score":10.785131,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX I went online to Chase.com and added an authorize user. One XX/XX/XXXX I called Chase with my authorized user on the phone to confirm adding my friend and making sure they have his correct information and his SS #. I explained to Chase that on other occasions where I added an authorized user, Chase never reported on their credit report. After calling Chase previously, I was told I had to get the person on a 3 way call and have the person give their SS #. I decided to nip it in the bud upfront and call chase just in case this happened again. I was told to give it 2 months and if it's not being reported to call back. \nOn XX/XX/XXXX I logged into chase.com to pay off one of my credit cards ONLY TO FIND OUT CHASE closed both of my cards. I have had these cards for many years. One had a {$15.00} balance with a {$6000.00} limit and the other {$270.00} with a {$10000.00} limit. \n\nOn XX/XX/XXXX I called Chase. I asked why were my accounts closed. This lady did not know and transfered me. The next lady said a letter was mailed to you. I asked when was the letter mailed. She said XX/XX/XXXX. I asked her again, why were my accounts closed? She put me on hold. When she returned she said it looks like I have had several Bank cards closed by the banks. I asked her what banks. First bank she named was XXXX. She said it was a XXXX card closed in XXXX. I told her that's XXXX yrs ago. Why in the world would they base closing my credit on an account XXXX yrs ago. I asked her WHAT about my CURRENT XXXX cards ... 3 of them that are very much open for years. Why not base it on current accounts and accounts much newer. \n\nI asked her where was CHASE getting this information. She said from XXXX. I told her I have an XXXX  account and I logged in. I brought up the XXXX card closed in XXXX and told her ... this account was my fathers account. I was ONLY an authorized user on this card. Furthermore, my father closed this card, NOT XXXX. He only had this card because back then XXXX XXXX memberships were through XXXX... XXXX XXXX changed to XXXX, my father no longer needed XXXX. \n\nI asked her what other banks were listed on this list. She said there were XXXX XXXX XXXXXXXX bank cards closed by the Banks. I told her that I could clearly see that both cards were actually closed by me... the CONSUMER... I told her I closed those cards because the interest was too high ... that I only kept them for all of those years because it gave me better credit scores, but I since got much better cards with better interest and no longer needed them and I closed them. \n\nI asked her what other cards were listed on this Chase list being used to close my cards. She said there were XXXX XXXX XXXX cards that were closed by the bank. i told her one was XXXX, one was XXXX and one was XXXX. I got all three so I could have the initial HUGE discount they offered with NO shipping on first orders placed. I used each card one time and never used them again. I received letters from all three stating my account would be closed on XX date if I did not use them. I called and told XXXXXXXX XXXX to close the cards that I don't need them or want them. \n\nBy this time I was besides my self in disbelief. I told her I can not believe Chase would close my cards over this reason. That I've had several bank cards closed by the issuer ... and that each one of these accounts were at least XXXX XXXX XXXX or older. \n\nThen she told me that there was also something about authorized user. She could not give me any information about this note. She transferred me to the dept who makes these decisions. \n\nA male answered. He confirmed what the previous person told me. I told him that credit decisions should be based on over all total credit history and NOT VERY OLD accounts that were closed ... and I told him by the way ... .I still have 2 XXXX accounts open and have been open for quite sometime. One is XXXX XXXX  and the other is XXXX. I asked why would Chase not take into consideration I am actually still doing business with this bank. I pointed out that I still have XXXX XXXX cards... all 3 have been open for a while... and why would Chase go to a card that was closed in XXXX and use it against me... and furthermore, I was an authorized user on that card, but the XXXX XXXX cards still open were MY cards and NOT authorized user. \n\nThis guy told me that yes, these were some of the reasons why Chase closed my account, but the main reason was authorized user. That over the years I've had my Chase cards, I've added and removed 14 authorized users. \n\nI asked him what the issue with authorized user was. Why was this the main reason based on CLOSING my cards. He said because this makes me a SECURITY risk. I told him no it does not. I said out of the 14, are the 3 authorized users that were current on my account included in this number. he said yes. I told him... it makes no sense and that I am not a security risk and please explain it to me. \n\nHe said I am only to add \" friends and Family '' as authorized user and the person I just added was only an acquaintance. I told him he and Chase have NO right to decide he is only an acquaintance. he asked me How do you know him. I told him he and CHASE did NOT have the right to ask me how I know someone, that it's not their business. he said, see you don't know him. XXXX XXXX XXXXXXXX. I told him, I know him through my ex daughter in law. he asked how does your daughter in law know him. I could not believe he was asking me these questions. I told him that I did not think it was LEGAL for Chase to ask me these questions. I told him he is friends with my ex daughter in laws new husband. ( they got married in XX/XX/XXXX ) I told this guy I had no idea how XXXX knows XXXXXXXX and that this conversation was getting ridiculous. Then he asked who were the other two authorized users. i told him I had no idea. I thought about it and said one might be my son XXXX and the other might be my son XXXX. \n\nThen this guy asked me name other people you have added as authorized user. I told him I had no idea. Then I remember I had added my friend XXXX XXXX sometime in??? XXXX maybe it was XXXX ... and that I had removed her maybe in XXXX or XXXX. \n\nI told him it was utterly ridiculous that I am suppose to remember all of the people I have added and removed and when. \n\nHe told me that this was exactly why they closed my cards because i could not come up with the other XXXX persons that I have added and removed as authorized users in the past XXXX or 7 years. \n\nI told him I have added my kids and others as authorized users to other cards such as XXXX XXXX XXXX XXXX  XXXX XXXX and my bank XXXX. That all I have to do is login and I can see who is an authorized user. I told him if he gave me the names of the previous authorized user, I'd be able to tell him who they were to me. He snickered and was facetious which was making my blood boil..because it's very very rude, inconsiderate and down right XXXX to have such an attitude .... \n\nI logged into XXXX XXXX. I told him the names of my authorized users. I told him it was NOT right or Fair of Chase not to provide the same as XXXX XXXX... .or XXXX or my other cards. I told him again, give me a name and I'll tell you who they are/were to me. \n\nHe told me snickering ... .as if he were laughing at me .... '' And this is the reason we closed your accounts. '' I told him NO where ON Chase.com and the page where you add authorized users does it SAY or give and list or reason why or why not to add an authorized user. Only a drop down box with either \" friend '' or \" Family. '' there is NO explanation as to what a \" friend '' or \" Family '' is.\n\nI told him I have perfect credit. I do not have high balances. I told him that Chase should base me on me... .and my credit history and pay history ... and since he was got my credit report from XXXX that he could clearly see I have PERFECT credit. Every one of my accounts show \" EXCEPTIONAL '' payment history. \n\nHe didn't care. He said they were basing their decision on \" ME '' as a person and that Chase has determine I am a security threat because I can not tell them my previous authorized users. ... .off of the top of my head and when they were added and removed. \n\nI told this guy... .so let me get this straight ... even though I have perfect Credit ... even though I keep my balances low ... XXXX though I make triple and quadruple payments not just on my chase cards buy all of my cards ... ... Chase is going to label me as a \" security Risk '' because Chase thinks they have a CRYSTAL Ball or can somehow predict the future and is banking on one of my authorized users in the FUTURE is going to compromise my account by calling in and doing??? something??? He replied, that's right. I told him I never give the cards to an authorized user. I cut them up as soon as I receive them. he said it didn't matter. He said that the authorized user can call up and make changes to my account etc... I asked him ... how would this be possible. when I call chase, they verify the last four of the card, the last four of my SS #, they as me for my full name, they ask me for my address and they ask me for my password. I told him the authorized user does not know any of this information. except maybe for my home address ... .other wise they do not have the card number, the expiration date, the 3 numbers on the back of the card ... .they don't have the last fouXXXX of my SS # and they don't have of this information. They do not have my user ID or my password to login. I asked him once again. Please tell me, how is the authorized user going to be able to call Chase and compromise my account. He would NOT response. \n\nI asked him ... .how many authorized users have I added and removed in 7 or 8 years? he said 15. I said 15 because of adding XXXX yesterday. he said yes. I asked, and after all of these years and adding and removing authorized users, how many times did I have an issue/problem or my account compromised by an authorized user. He did not respond. \n\nSo..I said... let me get this straight. You ( Chase bank ) is telling me that I am a security risk for the future and because I can't sit her and tell you the names of the people I have added and removed ... .Chase has decided I am a security risk for something that HAS NOT happened, But MIGHT possibly happen in the FUTURE and therefore this is the REASON Chase closed my accounts?? he replied YES, this is why your accounts were closed. \n\nI cussed at him and hung up. I am a person who prides herself in NOT using profanity, but I lost it. As soon as I hung up I felt bad... .somewhat .... I am so angry. I feel JILTED. I feel as if I have been labeled or STIGMATIZED by Chase. Chase 's reasons are FALLACIOUS at best. \n\nHow is this even legal? I could understand if I had bad credit. I could understand if I have late payments with chase or other credit cards. But! I do not. Everyone 's credit report has a 10 years history..that is if they have a ten year history ... ... .My credit has a 10 year history. I have never missed a payment. I have never gone over my credit limit on any cards... .or even come closed to a credit limit. I do not have any collections ... or judgments or charge offs. \n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I completely understand credit and I am EXTREMELY LOW on the risk level. Millions of people would LOVE to have my credit history. \n\nBecause Chase is doing this ... .once this hits my credit report ... My scores will PLUMMET! There goes my HIGH credit scores. This is {$16000.00} of Credit being STRIPPED away under BOGUS, Unrealistic and RIDICULOUS reasons. Furthermore, when I was one the phone with Chase ... .if this is indeed their policy, WHY DID NOT THEY INFORM me? Why didn't they say ... .You have added and removed too many Authorized users and we believe the authorized users were neither family or friends... why did CHASE not inform me or just say, we are no longer going to allow you to add authorized users. \n\nInstead, they closed my accounts with NO WARNING ... reason I had to accidentally find out by logging in online. \n\nI BELIEVE it should not be legal for a credit card company to Label a credit card holder a \" security risk '' because of Possibility of FUTURE authorized users who may or may not compromise my account. \n\nI believe that Chase should inform or provide information to their policies and break down and explain their Authorized user program. \n\nHad I known about this... I may or may not have added previous Authorized users.\n\nIs there someone at Chase that can see the future? Chase made their decision on what may or may not happen in the future. \n\nThey could have just told me or warned me. I would refrain from adding authorized users. Problem solved, but instead without any warning they closed both accounts. \n\nClosing my accounts will be DETRIMENTAL to my credit and to me Not only will my scored PLUMMET ... .but this may cause a chain reaction. Banks and most creditors periodically check credit of account holders. Some of these creditors might have an issue with my scores dropping and I could have other accounts closed or limits dropped which would cause my scores to drop more I mentioned above I had added XXXX XXXX to one of my Chase cards a few years back. The reason I added her is because she called me and asked me why would Chase lower her credit card limit. I told her I didn't have a clue. She said by Chase lowering her credit limit, her scores dropped a lot She said she called Chase, but no one could tell her why and that she will receive a letter. When she receive the letter it did not have an explanation. She called Chase back. No one could give her a \" REASON ' why Chase lowered her credit limit ( cut it in half ) She had never missed a payment, never went over her limit. I told her to apply for another card to make up for the credit limit. She was unable to get a card ... ..SO ... I added her as an authorized user so her scores would come back up. when her scores went up, she once again applied for another credit card with another institution and she got it. I removed her as an authorized user once she was able to get another card to re-establish her credit and her OVER ALL UTILIZATION went back down and her scores went back up. \n\nI believe Chase is predicting the future and making decisions on their predictions. I do not believe that this is right... .or fair or should be allowed. \n\nI am asking the CFPB to investigate this ... .I am asking CHASE reinstate my Credit cards. Just as Chase ruined XXXX XXXX credit with NO warning or Explanation, they are doing it to me. \n\nI will agree never to add authorized user to my chase accounts. This is all Chase had to do. I would have NEVER added XXXX on the XXXX of XXXX had I known this would be a problem... I would not have done it, but since CHASE does not provide consumers with information explaining do 's and don't s, how are WE Consumers suppose to know? \n\nI work hard to keep my credit EXCELLENT... not just good. There should be laws, rules regulations for banks to provide information and put it out there. I also think it is EXTREMELY important that CHASE allow their consumers to see AUTHORIZED users when they log in. All of my other credit cards have a list... ..I have a few authorized users on a few cards ..... I can see them at anytime by logging in. Also, on these accounts they ask ... .what kind of access to give authorized user. I always choose NO access or limited I always have the cards send to me and when I receive them I cut them up. \n\nI am being XXXX XXXX XXXX XXXX by chase and being punished for something that may or may not happen ... .yet! has not happened. \n\nI have uploaded my Chase Sapphire & Chase Freedom XXXX statement showing low balance and credit limit I do not abuse these cards. Showing I make much more than just MINIMUM payments. \n\nI have uploaded copied and pasted from XXXX current XXXX  cards and XXXXXXXX XXXX  cards. These are open accounts & have been open for some time. I have uploaded these because Chase choose a XXXX card closed in XXXX claiming BANK closed this card and claiming this is one of the reasons for the decision to close my account. This was my fathers card. I was an authorized user. Furthermore, I have THREE XXXX  cards... very much open and active and in EXCELLENT standing. Chase also choose XXXXXXXX XXXX stating cards closed by grantor, yet I have TWO XXXX accounts opened ... and had Chase inquired why the other three were closed. They were closed due to INACTIVITY because I never used them... BUT! I paid these XXXX off in a very short time... .because I did not want to pay the INTEREST. I do not like paying interest. \n\nThe last uploaded document is also copied and pasted from XXXX This screenshot shows all of the account CHASE used in their decision of closing my accounts. \n\nThe lady at Chase who told me this said I had too many bank cards closed by grantor. She told me this info came from XXXX. Below is a list from XXXX of these Specific cards the lady from Chase mentioned Chase 's Decision is based on OLD cards closed long ago. Instead of using all of the OPEN BANK CARDS I still have and have had since or before these cards were closed. They reasoning for this decision does not make sense. Furthermore, both XXXX XXXXXXXX XXXX  cards were closed by the CONSUMER and NOT by the grantor. The XXXX card was an authorized user and should not have even been considered in their Decision. The XXXXXXXX XXXX cards were opened only to get the huge discount they were offering for FIRST TIME use. I love a BARGAIN and if I can get 35 % off of my first purchase and FREE shipping, then you betcha I'm going to get the card. I had NO USE for these cards after the first Purchase. Besides I much prefer shopping on XXXX, but it just so happened that the items I purchased from XXXX and XXXX came out much cheaper than it would have cost me on XXXX... .YET, Chase is going to penalize me for this and say... .OH MY... SHE HAS TOO MANY BANK CARDS closed by the grantor. SERIOUSLY?!?!? \n1. XXXX XXXX XXXX 2. XXXX XXXX XXXX 3 XXXX XXXX 4. XXXX XXXX \n\nThis also","date_sent_to_company":"2022-04-08T05:26:33.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"78230","tags":"Servicemember","has_narrative":true,"complaint_id":"5422800","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2022-04-08T03:04:47.000Z","state":"TX","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I have <em>uploaded</em> my Chase Sapphire & Chase Freedom XXXX statement showing low balance and credit limit I do not abuse these cards. Showing I make much <em>more</em> <em>than</em> just MINIMUM payments. \n\nI have <em>uploaded</em> copied and pasted from XXXX current XXXX  cards and XXXXXXXX XXXX  cards. These are open accounts & have been open for some time."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[10.785131,"5422800"]},{"_index":"complaint-public-v1","_id":"3128817","_score":10.596528,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I've had severe issues with American Express for quite a while now. For one, a majority of these issues stem from me being on XXXX XXXX with the military and American Express 's inability to honor my SCRA benefits. To make matters worse, my whole family is one of American Express 's largest cardholders and spenders. At least 12 of my immediate family members have platinum cards and 6 of our grandparents hold Centurion Black cards and/or are authorized users of the cards. While we may not  spend more than per say the XXXX of XXXX XXXX, its fair to say that our family has made at least XXXX  of dollars of payments through our respective American Express cards in the last twenty years.The only reason I am bringing this up is because American Express typically realizes this and has phenomenal service. However, as a cardmember, I have experienced horrendous treatment and a literal cycle of XXXX dealing with outsourced teams in the Responsible Lending Action Team. Let 's start briefly. I had severe identity theft since XXXX after being robbed abroad. A majority of aforementioned issues were taken care of, however, after being on XXXX XXXX since XXXX there have been a great number of additional issues. In late XXXX I applied for a Platinum American Express card as I got rid of my previous American Express cards earlier in the year. I have been an authorized user of my father 's Platinum Card and I wanted my own, as the Platinum department has MUCH better customer service and client relationships than does the regular American Express cards. I applied for my own platinum card via the CardMatch tool and there was an offer for XXXX+ points. I said yes and got approved instantly. Great. Only issue is I NEVER received the card. I came back for 10 days of leave during the holidays and received two emails from American Express notifying my account was to be closed. I called and asked why and long story short someone applied for a different card in my name months earlier. Because that account was insufficient, they closed all other accounts linked via my social security number. \n\nI called immediately during my free time and spoke with a very kind woman by the name of XXXX in the XXXX XXXX, FL Platinum Department ( ID XXXX ) on XX/XX/XXXX. I explained the full situation to XXXX who apologized and did all she could to have my platinum card reinstated. XXXX talked to her senior manager to have the platinum card reinstated, and he reached out to the team that denied the request, the RLA, and she told me that it would be a two day response time to get my card reactivated. She provided me the RLA 's direct contact number : XXXX. \n\nShe then called me back thirty minutes later and initiated a 3 way call with the RLA supervisor, XXXX, and herself at XXXX XXXX  PST on XX/XX/XXXX. The lines are all recorded and XXXX verified with both me and XXXX that my card will be reinstated but they just need some information from me. The other card ( not the platinum ) got linked to my checking account and unauthorized charges were coming out of the account. They requested that I provide my banks information ( XXXX XXXX ) on an official letterhead that the account was compromised with the American Express charges and both XXXX  and XXXX said they were looking for the letter to state, \" they are looking into a situation in which my bank account was compromised due to fraud or identity theft and saying, \" hey we know that there is something going on here and we are looking into it. '' I went into XXXX XXXX and we had someone in Headquarters ( Washington, DC ) write a letter stating this. I faxed this into the RLA and CBR ( XXXX ), as well as used the Amex DocUpload website. However, since I never received the Platinum Card, I was told to just write my full name, full account number, reason I was sending in the fax including account reinstatement request, number of pages and a cover note. And since I didn't receive the card I was told to mention the last 5, XXXX, referencing the current platinum card number that I am an authorized user on ( XXXX XXXX XXXX ). \n\nGreat, everything was going to be fixed within SEVENTY TWO HOURS, as promised to me by XXXX and XXXX  in the RLA. I called in, a week later only to find out I had been lied to. For one, THEY NEVER RECEIVED THE DOCUMENTS. Those sensitive documents with my bank, identification and social were all lost by the CBR and  American Express because they can't find my account! No one could pull up the platinum card account and I didn't know what the number was either! It was a cancelled account and no one could find it! A week later they were able to allow me access to the card number and account and I put that onto the documents and uploaded it. \n\nIt spiraled out of control from here. I spoke to XXXX on XX/XX/XXXX at XXXX PST that confirmed once the documents were received my card request for reinstatement would be included and it would take a week or so from there to receive my card. I had now missed out on purchasing gifts for family and friends and gone the holidays without my platinum card. \n\nI called the platinum department on XX/XX/XXXX and spoke to a supervisor named XXXX who agreed this was ridiculous and tried calling the RLA but they were closed. Interesting since the RLA is open 24/7. I called on the other line and instantly connected XXXX with the RLA team. XXXX had lied to me and said \" oh the number I called said they were closed. '' The RLA now had all the documents I uploaded and that they had requested and still refused to reinstate the account because now they wanted documents from XXXX! I hadn't had a XXXX checking account since XX/XX/XXXX. I switched to XXXX XXXX due to identity theft concerns and wanted a secure military banking facility. My XXXX accounts were all closed at my request and in good standing. What could American Express want from XXXX? \n\nThe RLA agent was incredibly rude on the phone to me and said he'd prefer to speak to the Platinum Supervisor. Ok, why? I said he was speaking a bit too rude and we got transferred to XXXX his supervisor at XXXX PST on XX/XX/XXXX. They said that there was a RETURNED PAYMENT FOR {$19.00} on XX/XX/XXXX. Are you serious! I closed my accounts at the end of XXXX, and previous automatic payments from my old American Express cards closed out in XX/XX/XXXX/XX/XX/XXXX were in good standing and linked via Auto Pay to that XXXX account. XXXX confirmed that the payment for {$19.00} had been paid already and that all my American Express accounts were in good standing. It's a bit humorous that the RLA will not reinstate an account due to a 7 month old bank account and for such a paltry amount of {$19.00} when we were just considering paying {$500000.00} upfront for the Black Centurion card. XXXX said \" Everything looks good on my end and your spending and accounts up to date an on time payments so I don't know what their issue is. '' So then I had to find a way to get in touch with XXXX, per XXXX 's request and the RLA, to write ANOTHER additional letter for them explaining that my XXXX account was closed. Do you know how difficult this is when I am in XXXX and there is not one XXXX branch in Washington state? XXXX told me he was going to try to reinstate my card but could not because the RLA had their hands on it, and that I should write to headquarters to get significant compensation for my time and the agony that they gave to me and my family during the holidays. The lies and misinformation that they kept telling me on repeat were just insane. I fight for this country, and during my brief time I get to spend with my family on leave I probably talked with American Express every day for at least 1-2 hours a day. \n\nI got transferred to another supervisor by the name of XXXX on XX/XX/XXXX. The XXXX letter she had was not good enough and instead she requested that I get a letter that states \" Because of the identity theft and the account has been closed and it is not your mistake. '' It's very hard to understand what exactly the RLA wants and needs, as it is my understanding the RLA is outsourced to a foreign country and their English is not 100 % comprehensible some of the time. XXXX said she was going to do her best to expedite my request to get the account reinstated once she got the correct documents, which I had to again call and ask to have them expedite over to me. \n\nI spoke to her daily. On XXXX, XXXX XXXX XXXX, on XXXX XXXX, it just didn't end. She requested more and more time after I had been promised on the XX/XX/XXXX that it would only take 72 hours. \n\nI gave her a week. She promised to call me back multiple times and never did. They are on a recorded line, correct? So you can trace each call to verify what they said to me. XXXX is the one who promised to have everything reinstated within 72 hours. \n\nThis got way too complicated with way too many people involved. On XX/XX/XXXX I left back to the military on orders. I did have intermittent phone access though in the meantime. I spoke to XXXX again on XX/XX/XXXX at XXXX PST. XXXX told me that after trying to get my card reinstated, they could not as the back office refused to do so and was not giving a proper reason for closing the account. She urged me to apply for a new card. Why would I apply for a new card and get my credit pulled again after all this? I froze my credit to prevent any unauthorized applications going through from this point forward and I didn't want a closed account on my credit bureau record and another hard inquiry -- it just doesn't look good. \n\nI asked to speak to someone higher and she said she was as high as she could go. I knew that wasn't true and asked again. She tried putting me with the \" Superior Manager '' who was unavailable. I then asked what a good address was to serve legal papers to have American Express sued in court in regards to all of this, especially being lied to. She then transferred me to XXXX the Superior Manager who she couldn't initially transfer me to. XXXX talked over me and said the back office couldn't do anything. After pleading my case, as I did above, mentioning my family 's history he thought I was trying to reactivate my Gold and Platinum XXXX cards that I haven't had since XX/XX/XXXX. No! I could care less about those cards. I just wanted my platinum card. He said that because my Gold and Platinum cards were ineligible for reinstatement as there had been \" more than 3 months '' that I couldn't reinstate them. However, I didn't want those! If the platinum card was opened in XXXX/ XXXX then it hadn't been 3 months and I wanted them back especially since it got cancelled in XXXX! There were so many inconsistencies that the RLA nor back office understood! \n\nI did EVERY single thing that the platinum supervisors recommended me to do. I also did everything the RLA asked me to do. I have perfect payment history and status with everything. It's not my fault I have had severe identity theft since XXXX! My credit is frozen and i've taken the steps I needed to take to lockdown my finances so nothing big happens again, including requesting to have my SSN changed. XXXX said he would do his best to escalate this higher to have it reinstated and would get back to me within 3 days. He talked over me and it was clear that there were more inconsistencies with his story and that he was just trying to get rid of me. XXXX said \" do not talk to anyone else in the RLA, just me from here on out and I will work with you to get this reinstated. '' So I called the Platinum Department again and got transferred to Ms. XXXX XXXX who is also in XXXX XXXX and is a Platinum Supervisor. She said that she knew Ms. XXXX and was going to do her best to get my card reinstated. She called the RLA and spoke briefly with XXXX who said he's requesting 3 days to work on my account. She verified that she too would provide me with points and extra compensation after this was resolved. She said there were errors in trying to get the RLA to understand this complicated case. \n\nSo 3 days go by, I call the XXXX back and XXXX is not there. I called again in 2 more days. He's STILL not there and is on \" emergency family leave '' a week after he promised to help me. I spoke to someone in his place Mr. XXXX XXXX at XXXX PST on XX/XX/XXXX, XXXX 's manager ( when I was told XXXX was the supervisor and XXXX was as high as they could go ). And XXXX said he will work with this and get back to me within 24 hours. Again yelling at me and talking over to me to just give him 24 hours. OK, fine. He promised to call me back.\n\nThe following day it had been about 29 hours, I called the RLA to speak to Mr. XXXX. Which was today. Mr. XXXX said \" so sorry I didn't call you back '' ( which was the typical excuse of the RLA ). Mr. XXXX stated to give him more time to another supervisor. I said no because he promised within 24 hours and I HAVE BEEN DEALING WITH THIS FOR A MONTH NOW. Mr. XXXX said he'd call me within an hour or two.\n\nAn hour or two passes by and guess what. He didn't call back. I called them after two hours and Mr. XXXX who said he'd be taking over the case, DIDN'T! He said \" you know what XXXX is actually back today so you can talk to him. '' SERIOUSLY! I KEEP GETTING TOSSED AROUND. XXXX just told me \" sorry your request unfortunately was not approved with the CBR despite all the documents you put in. I will have a talk with XXXX  about promising your reinstatement. '' Everyone 's trying to backpeddle on what they said and promised. \n\nI was lied to and tossed around for over a month with the RLA and American Express. Are we not the valued cardmembers you so claim to love? This kind of treatment, to a Centurion Black member, a platinum member or even a XXXX Blue Bird cash member is unacceptable. If you're going to promise a cardmember certain things to resolve severe issues, and then just create more of a XXXX for him or her, well you should honor exactly what you said. \n\nMs. XXXX and XXXX the supervisors said there was someone in the platinum department who would be able to reinstate my card and that there was a way to go over the RLA. They said they would have that team member contact me, but I never received a call. XXXX said it wasn't ok if platinum supervisors said they'd call me back -- well they didn't! And this happened on numerous occasions. They did say that the Executive Office does have the power to fix and remedy ALL situations.\n\nIn total, over the last month, I've invested over 120+ hours dealing with American Express on the phone and requesting documents from across the nation to get my card reinstated. This behavior is unacceptable and is not right to do to anyone. I had no card during the holidays and spent my holidays fighting with your backend team who got nothing resolved nor done, they apparently didn't understand a majority of the requests coming from me or the Platinum Department either. \n\nI caved into everyone 's requests today and applied for a new Platinum card via the phone. I got rejected because 1. ) my credit is frozen and 2. ) It won't give me a card because your system thinks that I STILL HAVE THE CARD and \" Can't issue new cards to cardmembers that still have this card, as your application was approved within the last few months. '' It showed as \" application cancelled. '' Seriously? Another 3 hours of my day GONE. At least your customer service agents are getting paid for theres! If my father or my grandfather had to endure this, it would have been a lot worse. I am much nicer than the two of them and i'm sure you've experienced the wrath of both of them.\n\nThis is a violation of SCRA benefits for XXXX XXXX military members aside from various federal regulations. \n\nThis is my last attempt to deal with the Executive Office and American Express. I apologize for the tone of the email, but I tried being as respectful as possible over the years and over the last MONTH dealing with your company. I truly loved being an American Express cardmember, however, the treatment I've endured thus far is insane. I got an address to send legal documents to : Executive Offices American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX I would like to resolve this situation amicably, however, if I do not hear from anyone in time, I will be filing. \n\nThank you. \n\nOn another note : Also, briefly, I would like to mention a major issue with your Centurion Lounge in XXXX airport  in XXXX. If you read the XXXX Reviews and XXXX review you will see that there are very rude people that are working the front desk and causing a lot of commotion for frequent travelers. On my last interaction with the supervisor, XXXX, there was a lot of screaming and yelling because this was about the 12th time that I had bit my tongue not saying anything due to his inappropriateness and rudeness in dealing with me and other card members trying to check in. I love the other woman who works there, XXXX, who apologized that she would've let me into the lounge, however, XXXX was putting his foot down attempting to discriminate against either me or my clothing -- and he is her supervisor. I believe I already lodged a formal complaint with the platinum department, but before I complained I checked XXXX  and XXXX Reviews to see if there was any other additional information in regards to this lounge and maybe if it was just me. You have nearly 100 reviews and a one star on both platforms. I would implore you to quickly handle the situation as you know that XXXX is one of the fastest growing hubs in the world and it attracts very wealthy people now. Very wealthy people = more platinum members and Centurion black card holders visiting the lounge. He is not representing your lounge appropriately.","date_sent_to_company":"2019-01-19T05:09:52.000Z","issue":"Getting a credit card","sub_product":"General-purpose credit card or charge card","zip_code":"98277","tags":"Servicemember","has_narrative":true,"complaint_id":"3128817","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-01-19T05:05:36.000Z","state":"WA","company_public_response":null,"sub_issue":"Problem getting a working replacement card"},"highlight":{"complaint_what_happened":["I just wanted my platinum <em>card</em>. He said that because my Gold and Platinum cards <em>were</em> ineligible for reinstatement as there had been \" <em>more</em> <em>than</em> 3 months '' that I couldn't reinstate them. However, I didn't want those! If the platinum <em>card</em> was opened in XXXX/ XXXX then it hadn't been 3 months and I wanted them back especially since it got cancelled in XXXX! There <em>were</em> so many inconsistencies that the RLA nor back office understood!"],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"issue":["Getting a credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"],"sub_issue":["Problem getting a working replacement <em>card</em>"]},"sort":[10.596528,"3128817"]},{"_index":"complaint-public-v1","_id":"8749310","_score":10.513266,"_source":{"product":"Checking or savings account","complaint_what_happened":"I worked for all of XXXX. I worked very XXXX hard this was my first job. Recently it has become tax refund time, my employer sent me my W-2 tax forms and I submitted my refund via XXXX. On XX/XX/XXXX I received my tax return ( extra : my tax return is my own it's in my name which is my Venmo account, I scanned my ID for Venmo and verified my account when I first made my account years ago they know that I am legitimately myself and I have verified my identity and proved I am XXXX XXXX undoubtedly. When I received my tax refund I went to fill my gas tank at the gas station and my Venmo debit card with {$1300.00} on it from my OFFICIAL TAX REFUND WHICH I XXXX XXXX  WORKED FOR and they declined it. I called Venmo and spoke to a supervisor. The suprivisor advised me to pay my entire tax refund to a friend who also has venmo. I sent it to my friend and they locked his account too. Then the suprivisor told me that it's okay and to have my friend send to another friend because my other friends I send {$300.00} and it worked to get my money so I listened to the scammer Venmo Employee Then Venmo froze my friends account and he told me he uploaded his drivers license and submitted a complaint with you guys the CFPB and then Venmo permanently bans his account. The suprivisor from venmo she said that they see my account after I verfied my identity by providing them with my own social security number which i was not comfortable giving because venmo is a scam company, and he said that is is verified and I am who I say I am and he would have my funds within 48 hours for withdrawal he told me he guaranteed me. After such they froze my account I can't get my money. And they refunded me my {$1000.00} today from my friends account which a survivor literally directed me to send then locked my account for sending the exact payment Venmos suprivisor told me to and then right now I just got a notification that Venmo who is owned by PayPal has closed my account and I can not access my funds for 180 days. This is my Tax Refund, it was deposited to my Venmo account which I have had open for years from the XXXX XXXX XXXX XXXX, there is literally a 0 % risk that I am a scammer. Venmo in the email said there's a risk for fraud so they did this. But I want to know where is the risk. I worked an entire year filed for tax refund which I am legitimately legally owed my tax refund and Venmo there in XXXX XXXX and doesn't know they united states laws , and they steal people 's hard earned money, more than hard earned. Money that is in a our names American Citizens, and the United States Government allows a scum company like Venmo to steal from the people of the United States is sad. An investigation for negligent and deceptive business practices needs to be opened on Venmo and it's parent company PayPal, as they on a daily basis steal from the hard working American. Until I get my {$1000.00} transfered to me from my own XXXX XXXX Venmo account I am homeless, Venmo/PayPal is a terrible company XXXX They scam hard working Americans from the cash they earned and they act like their legal, do something about this it is against my constitutional rights. This company literally LITERALLLLLLLY ROBS THE HOMELESS AND ANYONE ELSE THEY FEEL LIKE ROBBING, VENMO/PAYPAL is not a united states company , every agent is XXXX and the don't care. I verified my identity and they told me too bad were a big corporate conglomerate so we ( Venmo ) will rob you and since your a broke from a low income neighborhood we will use you like a slave. VENMO AND PAYPAL ARE SCAM COMPANIES WHO STEAL FROM THE HARDWORKING AMERICAN TO SCAN EVERY OTHER AMERICAN. First help me get my money, ban venmo from the United States as they only want chaos. Choose the right path fight against tyranny and give me the money which I worked for me XXXX XXXX XXXX  7 days a week 31 days a month to make my business successful and I have been robbed of literally the most legit payment, there is no possibility my money is fraud because it's my tax return you can't fake a tax return it's all on record I worked for long time and I pay my taxes to the United States IRS I am a responsible Citizen of The United States of America and I refuse to accept that the government of this country allows people who aren't even a part of this country to scam legitimate united states citizens. All I want is my money, it is my tax refund i worked for it, and also I already sent Venmo my State ID, Social Security Card and Birth Certificate, Venmo/PayPal has on record my ID and birth certificate as I have sent it to them more than 3 times. Only problem is the Venmo team refused to fix this and stole my money I don't care what they say. I worked for my tax refund it is a DIRECT DEPOSIT FROM THE GOVERNMENT TO ME THERE IS NO POSSIBLE CHANCE OF FRAUD BECAUSE I RESEARCHED ALL OF THIS.","date_sent_to_company":"2024-04-11T08:09:30.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"441XX","tags":null,"has_narrative":true,"complaint_id":"8749310","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2024-04-11T07:27:14.000Z","state":"OH","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["All I want is my money, it is my tax refund i worked for it, and also I already sent Venmo my State ID, Social <em>Security</em> <em>Card</em> and Birth Certificate, Venmo/PayPal has on record my ID and birth certificate as I have sent it to them <em>more</em> <em>than</em> 3 <em>times</em>. Only problem is the Venmo team refused to fix this and stole my money I don't care what they say. I worked for my tax refund it is a DIRECT DEPOSIT FROM THE GOVERNMENT TO ME THERE IS NO POSSIBLE CHANCE OF FRAUD BECAUSE I RESEARCHED ALL OF THIS."]},"sort":[10.513266,"8749310"]},{"_index":"complaint-public-v1","_id":"13574330","_score":10.373536,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXTo Whom It May Concern, XXXX XXXXI am filing this formal complaint regarding Wells Fargos refusal to allow me to close my account, liquidate my balance, or prevent future charges, despite my explicit and repeated attempts to do so. XXXX XXXX XXXX XXXX XXXX I contacted Wells Fargo by telephone, more than 3 times, and requested the immediate closure and liquidation of my account ending in [XXXX]. I asked for an email address or official method to submit my request in writing, as advised by your policies. The representative refused to provide such contact information, and did not close the account or offer any acceptable path forward. XXXX XXXXThis has created a clear obstruction to my rights as a consumer. The refusal to provide a means of formal closure is especially alarming in light of the fact that the account is currently under a 0% APR promotional period, which is about to expire. Despite my intention to pay off the balance in full, your system has restricted my ability to make payments beyond the minimum  leaving me at risk of falling into high-interest debt through no fault of my own. XXXX XXXXI have made multiple attempts to resolve this issue over the phone in previous weeks. On several occasions, your representatives have abruptly ended calls without explaining what they needed from me, or without completing the conversation. These interactions were not recorded, but the pattern has been consistent and frustrating. Only the XXXX XXXX call was recorded. XXXX XXXXFurthermore, I have now filed a formal complaint with the Consumer Financial Protection Bureau (CFPB) regarding this matter. I have uploaded all relevant evidence, including call recordings and correspondence, to the CFPB complaint portal. The complaint details how Wells Fargo is blocking any attempt to restore access or to pay off my balance before your illegal fees and interest charges can be applied. XXXX XXXXAs a result, I am now demanding the following: XXXX XXXXImmediate closure of the account in question, effective as of XXXX XXXX XXXX XXXX XXXXFull liquidation and disbursement of any remaining balance to me. You can email me to my email address on file to debit the payment from your preferred bank account. XXXX XXXXWritten confirmation of account closure with no future fees, charges, or interest applied as promised by your 0% APR, sketchy promotionsXXXX XXXX XXXXCancellation of any interest that might accrue due to blocked payments after the 0% APR period. XXXX XXXXMonetary compensation for the time wasted, the distress caused by this unresolved and mishandled matter, and for the failure of your representatives to act in good faith. XXXX XXXXIf this issue is not resolved immediately, I will: XXXX XXXXFollow up with the CFPB to escalate enforcement actions XXXX XXXXFile a complaint with my State Attorney Generals Office XXXX XXXXPursue action in small claims court to recover both financial and non-financial damages XXXX XXXXConsider participating in or initiating a class action if this reflects a broader company practice XXXX XXXXI request a written response within 10 business days confirming closure and compensation details. You can try by email, or you can send your response to my current Hotel, in XXXX XXXX, seeing that Im traveling right now. As you see on the envelopes address. XXXX XXXXSincerely, XXXXXXXX XXXX XXXX XXXXXXXXAbout the account number, credit card number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXBelow we have the links to the evidence, and proves that I was trying to find a way to pay and close the account, but they weren't even allowing me to do soXXXXEven after passing all the security measures. Address confirmation. OTP verification, etc. etc.XXXX","date_sent_to_company":"2025-05-17T21:16:49.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"10027","tags":null,"has_narrative":true,"complaint_id":"13574330","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-05-17T19:57:06.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with fees"},"highlight":{"complaint_what_happened":["XXXX XXXX XXXX XXXX XXXX I contacted Wells Fargo by telephone, <em>more</em> <em>than</em> 3 <em>times</em>, and requested the immediate closure and liquidation of my account ending in [XXXX]. I asked for an email address or official method to submit my request in writing, as advised by your policies. The representative refused to provide such contact information, and did not close the account or offer any acceptable path forward. XXXX XXXXThis has created a clear obstruction to my rights as a consumer."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[10.373536,"13574330"]},{"_index":"complaint-public-v1","_id":"8476778","_score":10.115213,"_source":{"product":"Credit card","complaint_what_happened":"Capital One complaint On XX/XX/XXXX : I applied for a Capital One Spark Business credit card. I was approved for a {$500.00} credit limit. I signed all the documents needed including going paperless. I was given an account number and the information to download my account information into the Capital One app along with my other 3 personal credit cards. \nXX/XX/XXXX at XXXX : I received mail from Capital One letting me know that an account was opened with my personal information. I call the fraud department number listed in the letter XXXX, and speak with a fraud specialist who emails me a link to upload my supporting documents into. I am told it should take up to 3 days to hear back from someone. \nXX/XX/XXXX at XXXX XXXX : I get a Your card has shipped email from Capital One letting me know that my card had shipped and would arrive by XX/XX/XXXX. \nXX/XX/XXXX at XXXX XXXX : I upload the supporting documentation that was requested by the fraud department. I make no more calls because I am sure that everything will be OK since I sent in the required supporting documentation. \nXX/XX/XXXX : I open up my Capital One app to check on the account update for the business credit card and I notice that all 3 of my personal credit cards have been restricted. I then call Capital One customer service number at XXXX. \nUpon speaking with the agent she told me that I needed to speak with the fraud department. After being transferred to the department I was told that the reason my personal accounts were restricted was because there was fraud detected. I explained the situation of opening the new business credit card to the agent and they claimed to look at my information and could see that I uploaded the requested documentation. They instructed me to give it another couple of days for Capital One to look at my information and contact me. I asked why were my personal accounts restricted, they had nothing to do with the business account and the agent basically could not explain why. When I asked if there was a number to the department that handled my documents so I could speak to someone I was told that there was no number and that that department was the back office and there was no way to speak with anyone. So I waited to hear back from Capital One as instructed. \nFrom XX/XX/XXXX until XX/XX/XXXX I have spoken to OVER 35 people regarding my credit cards accounts. On XX/XX/XXXX I spoke with an agent named XXXX employee ID XXXX who claimed to be a fraud manager and who told me told me to once again resend new copies of my ID and she gave me the same run around as the other agents. I was transferred 12 times this day. I have recounted the issue more than enough times to keep count, I have been transferred too many times to count, I have spent 2-3 hours on calls EACH AND EVERY TIME I HAVE CONTACTED Capital One regarding this situation. I have RE-SENT my personal documentation too many times to count. I have been told that even though the business account had been closed I still needed to turn in business documentation to have my personal accounts unrestricted. I have no idea where my personal information is being stored or who has access to it. All I am constantly told is whoever the people in the Back office are, are the ONLY people that can unrestrict my accounts and they have no contact information. \nMy final push to get this situation resolved was on XX/XX/XXXX, when I had no choice but to reach out on XXXX and leave a comment on the Capital One social media page. I was immediately contacted by someone from Capital One who apologized for my issue and then told me to send a private message and that they would reach out to me to handle the situation. A couple of days later I get a call from a customer service person who claims to be apart of the fraud department. I YET AGAIN explain my situation and how long I have been dealing with the issue with Capital One and have gotten no resolve. This agent AGAIN tells me that I have to upload my documentation and also the business information. I explain to them that I should not be sending in information about my business since they closed the business account and I have already sent in my personal information beyond numerous times and I have no ideas who has access to my information. I stated that I did not want to resend my information. This agent told me I had to in order for my accounts to be unrestricted. I asked the agent if I send in my business information will they reopen the business account, and I was told NO. So again my question was why was I sending in the information, and that it made no sense to do so. The agent was basically being aggressive and told me I that I needed to send my information in or nothing was going to be done. So I ended up sending in all of my personal and business information YET AGAIN!!!!! This person claimed to have checked my information and that all my personal information checked out. My ID, my social security, my bank statements and all of my personal accounts. ( this agents badge ID number was XXXX ) not sure if that even makes a difference. I was again told to give Capital One 5 business days for them to contact me about taking the restriction off of my accounts. Two days later I check my personal credit card accounts and see the restriction has been lifted. Then the next day I get a call from the agent who now tells me that all my credit cards have been closed!!!! She says that she is sorry and understands my frustrations and that she will reach out to her higher ups to see what can be done. Well like clock work I have not heard from that agent or anyone else at Capital One since XX/XX/XXXX. I am sending in this complaint as of XX/XX/XXXX. \nEnough is enough ; I have had my accounts with Capital One for over 3 years and had perfect payment history until this entire incident! I have been extended ore credit from Capital One since being a customer. How I have been treated these past couple of months is very disheartening to say the least. I used my credit cards for business purposes, which was the reason for even getting a business credit card with the company. I thought I was doing a good thing by keeping my business with Capital One. I have been put in a financial bind, I have been stressed to no end, and treated like I have done something wrong! Not only has my personal life taken a hit, but also now my credit as well! This is not fair as a customer to do everything Im suppose to do and still get no resolve and to be constantly played by this company while doing the right thing! I have now lost business contracts worth {$7000.00} because I used my credit cards for car rental services! I have suffered mentally and financially while Capital One gets to simply close my accounts and give me no explanation, no resolve and a lot of games and lies that were told to me. \n\nXX/XX/XXXX Today is the XXXX of XX/XX/XXXX, and I still have had no resolve from Capital One! No one person has called me regarding this incident! My credit is now being impacted and capital one is now reporting my accounts to the credit bureaus. I have received letters on all 3 of my accounts as of XX/XX/XXXX telling me all 3 accounts have been closed because of activity on this or another account is not consistent with our expectations. I have not been able to access any of my accounts at all since XXXX of XXXX. None of my accounts have had any fraudulent activity and I have perfect payment history for 3 years with Capital one. My credit has taken a huge hit, my credit usage has taken a huge drop, my credit history of good payments have been hit and I can not even apply for credit elsewhere because of this. Capital One has really ruined my life and finances and had given me no recourse. Consumers should not be put in these types of situations to no fault of our own and the companies just get to do what they want to hard working individuals who do what they need to do to keep their life and credit in order. \n\nCapital One has no issue still sending me monthly bill statements on accounts that they closed, but can not fix the detrimental situation that that have caused me and my family. \n\nCapital One needs to rectify this situation immediately so that no further action has to be taken.","date_sent_to_company":"2024-03-04T22:10:54.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"30318","tags":null,"has_narrative":true,"complaint_id":"8476778","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-03-04T21:26:52.000Z","state":"GA","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I was transferred 12 <em>times</em> this day. I have recounted the issue <em>more</em> <em>than</em> enough <em>times</em> to keep count, I have been transferred too many <em>times</em> to count, I have spent 2-3 hours on calls EACH AND EVERY TIME I HAVE CONTACTED Capital One regarding this situation. I have RE-SENT my personal documentation too many <em>times</em> to count. I have been told that even though the business account had been closed I still needed to turn in business documentation to have my personal accounts unrestricted."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[10.115213,"8476778"]},{"_index":"complaint-public-v1","_id":"8012897","_score":9.927708,"_source":{"product":"Credit card","complaint_what_happened":"Saturday, XX/XX/ Summary ( URGENT!!! ) : My credit card account is forcefully being closed. Please help me get justice from Discover Card ID Protection & Notary Team BEFORE XX/XX/ ( Sunday ) or else their every answer will always start with an UNFORTUNATELY ( e.g., start a new application, apply for new card, cant do anything because card already been closed by then and many infinite excuses will be mentioned by their ID Protection & Notary Team as they have been mentioning since XXXX on most of their phone calls ) and there will be no use of the time and effort I am spending to make this complaint today. \n\nKindly help me by calling them ( Discover ID Protection & Notary Team ) ASAP on this Monday, XX/XX/, at XXXX ( XXXX ) XXXX ( M-F XXXX EST ) and ask them to extend my account closing date to at-least more than a year as we work through the progress of this complaint, PLEASE. \n\nPlease help me save my card account. I am new to credit. This is my first ever credit card and I dont want it closed due to negligence of Discover Card team. So many other cases can be XXXX on many platforms like XXXX where many X-Customers voices were diminished like myself because Discover ID Protection, Notary or Customer Protection agents/team never email so that no records can be saved to hold these agents accountable. Their X-Customers have also raised this issue of receiving very bad customer service and some of the most notorious attitudes by them. \n\nDiscover Card ID Protection Team are closing my card account on XXXX XXXX4th, 2023 ( during holidays season ). Their Notary Team ( part of ID Protection Team ) will certainly be making an excuse that phone call verification wasnt completed or something. Even-though they know that : ( 1 ) There is massive time zone difference between the XXXX and the XXXX ( as the requested form by Discover Card ID protection team is being notarized by the US Embassy Notary Service , XXXX, XXXX on THIS TUESDAY, XX/XX/ ). And ( 2 ) This is holidays season so they might not be able to answer phone calls during this time. \n\nDiscovers Notary Team is not being helpful at all and they Straightforward Refuse to utilize an official email provided by the US Embassy Notary Service for verification -no matter what- as mentioned by their agents on many phone calls I have made to them and requested if they would kindly even consider? Answer has always been a NO. And that they will make a phone call, if not answered, REJECTED, and ACCOUNT CLOSED. Or account closed if the deadline XX/XX/, comes before even their Notary Team can attempt to make a phone call ( regardless of when the form was/will be uploaded as these both systems/services/agents dont work together/communicate to each other ). Which is such a shame for a large-scale company like Discover. \n\n\n\n\nComplete Description : ( Discover Financial Services ) issued me a credit card on XX/XX/ ( ATTACHED : XXXX ) with {$200.00} limit. During my application process I mentioned and uploaded my University Letter as a proof that I would be studying for some time abroad, yet they pulled a hard inquiry on my credit, took a couple of days to complete their checks and finally about a week later approved me. I was incredibly happy since this is my first ever credit card and would help to build my credit profile slowly, so I was really grateful. \n\nBut sometime in the beginning of XXXX without my knowledge they blocked my card. I only realized when I found myself embarrassed at the register of a grocery store on XX/XX/XXXX. \n\nTo understand why that happened I called them, and I was faced with some of the worst experiences and attitudes by their Customer Protection Service who then transferred me to their even worse High Security Team, and later I was transferred to their ID Protection Team. I received bad experience and really awful attitude by their agents who did not want to serve me ( just because I was abroad? ) I felt completely rejected and humiliated by the way they treated me just by asking what happened. There was XXXX apology requested by them on blocking my card all of a sudden. ID protection dept asked me of ID proofs. To which I sent my Passport, Social Security Card and my Bank Statement but they were not happy, asked me to have a form notarized and sent an email with instructions ( ATTACHED : XXXX, XXXX, XXXX, XXXX, XXXX ). \n\nI then went ahead and paid {$25.00} service fee for the notary, completed notarization process, submitted notarized form to them and waited for almost XXXX weeks and no answer was received. \n\nI then rang up their ID Protection Team on XXXX. Agents on this line are always very rude with an upsetting attitude in their voice. They surprised me that notarized form was rejected by their Notary team. They then told me that I should have it notarized only from a XXXX XXXX XXXX XXXX XXXX I asked what the solution for me is since you knew I would be abroad even during my application. They said they can only accept notarized form from the US Embassy.\n\nUS Embassy did not have any appointments available, so I constantly ( days and nights ) checked their website to have some luck. I finally have been able to book my appointment in the US Embassy XXXX, XXXX XXXX on XXXXber 19th, 2023 ( Tuesday ) and once again this time I will be spending {$50.00} for notary and {$70.00} for my travel expenses to XXXX. But there are THREE MAJOR PROBLEMS.\n\n1. They have sent me Two types of forms ( conflicting information ) one that was attached in the email itself ( ATTACHED : Email Notary Form, 3 Sections ), and the other that opens up after I clicked a LINK ( XXXX XXXX XXXX ) provided in that same email ( ATTACHED : Weblink Notary Form, 4 Sections ). Both forms are similar with one major twist.\n\nEmail Notary Form has 3 Sections and is able to be attested by US Embassy in my case due to being XXXX XXXX and visiting Abroad at the same time.\n\nWeblink Notary Form has 4 Sections and excludes me as it doesnt give any option for XXXX XXXX who are visiting abroad. \nI have tried several times to understand if they would accept the Notarized Email version form since that one doesnt exclude me due to being XXXX XXXX requesting US Embassy to Notarize. But I have not received any answer from them. They dont have email that one can reach to ask questions, even if you try to find one, they never responded because they dont want to be held accountable of their actions. I have even uploaded my questions in their Upload link provided instead of Notarized form just so it can reach the people who are looking into my case, but to this day I have not received any response. I called them but I received very little assurance on using the email version of the form I say that because they still didnt send me in email that I can use that Even-though agent said he has put note into my file that it will be ok, and that it should be fine even if the complete 5 pages were not sent by Discover to me, form which is page 4 of 5 is still ok to be brought to embassy without page number printed due to embassys policy on having full pages of the form otherwise no notary service. Agent said he dont know where the other pages of this email version of the form are, but feel free to bring this page only and later submit to us, this should be fine. I am submitting this here so in case their Notary team rejects this after I submit it on XX/XX/XXXX then we can hold this company accountable of providing false reassurance and once again letting me lose my money and time. \n\n2. Deadline to close my account is XX/XX/, which is holiday season. If I submit my form on XXXX XXXX ( as soon as I complete my Notary appointment in the US Embassy ) there is a major problem that their Notary is very old school and only verifies this form by calling phone numbers. US Embassy has said they will share a phone number and an email ( which is their preferred way of verifying ) for this verification purposes. But thinking of massive time zone differences between the US and the XXXX it is highly unlikely that Discovers Notary team will ring at the same time while US Embassy Notary team is also working ( working hours : Tuesday and Wednesday afternoons, as well as Thursday mornings, XXXX XXXX XXXX XXXX XXXX and be able to verify the form that will be submitted to them on XX/XX/XXXX. Due to holidays, it would be almost impossible to have this phone call go successfully. I have asked Discovers ID protection agents on phone if their Notary Team would consider sending an email to Embassys Notary Staff due to the situation complications ( i.e., time difference, holidays )? They straight out refuse and say if our Notary team calls them, and they dont respond then Account Closes.\n\n3. Discover Cards ID Protection Agent also mentioned that Notary team dont look into forms until about two weeks after submission. I then asked would you be able to update me via email on the status of what happens after I submit the form? She said No, we dont do emails/texts. You must call us to know ( with a very nasty attitude ). I then asked what happens if my form is uploaded on XX/XX/XXXX, but my account deadline ( XX/XX/XXXX ) arrives? She said account closes and submission cancels automatically. I asked if this is worth the trouble for me to go all these hoops to get that done? She said she doesnt think so and can help me close my account right away ( which is why I think Discovers ID Protection team is so awful ). I then asked her to let me speak to her supervisor regarding the forms she said I will be called but I never was. And no supervisor ever cared how much distressed these people have caused me. I asked that lady why would my account still close even if I submitted the form? She mentioned because the upload system and Notary are two different things one doesnt talk to the other. If account is in date only then Notary team sees the form, Or Notary team never sees that form if the account closed. I requested if Notary would be able to prioritize my form upon submitting and consider verifying via phone/email ( as most preferred way due to previously mentioned reasons ) she mentioned No we dont do priority. I was so disappointed. She made me feel so little by exerting her power as she is sitting in this position and made me feel like I am wasting her time ( the way she rushed to answer my questions without even letting me finish my sentences ). Again, when I asked for her supervisor due to her poor communication skills, lack of knowledge regarding two types of Notaries forms I received via email, her disregard and lack of empathy towards me, she said OK she will. But they never did. So pathetic and disrespectful person who is handling ID Protection Team in Discover Card.","date_sent_to_company":"2023-12-16T21:12:07.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"198XX","tags":null,"has_narrative":true,"complaint_id":"8012897","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2023-12-16T20:21:17.000Z","state":"DE","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Kindly help me by calling them ( Discover ID Protection & Notary Team ) ASAP on this Monday, XX/XX/, at XXXX ( XXXX ) XXXX ( M-F XXXX EST ) and ask them to extend my account closing date to at-least <em>more</em> <em>than</em> a year as we work through the progress of this complaint, PLEASE. \n\nPlease help me save my <em>card</em> account. I am new to credit. This is my first ever credit <em>card</em> and I dont want it closed due to negligence of Discover <em>Card</em> team."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[9.927708,"8012897"]},{"_index":"complaint-public-v1","_id":"8012082","_score":9.904866,"_source":{"product":"Credit card","complaint_what_happened":"XXXX, XX/XX/2023 Summary ( URGENT!!! ) : My credit card account is forcefully being closed. Please help me get justice from Discover Card ID Protection & Notary Team BEFORE XX/XX/2023 ( XXXX  ) or else their every answer will always start with an UNFORTUNATELY ( e.g., start a new application, apply for new card, cant do anything because card already been closed by then and many infinite excuses will be mentioned by their XXXX XXXX XXXX XXXX XXXX as they have been mentioning since XXXX on most of their phone calls ) and there will be no use of the time and effort I am spending to make this complaint today. \n\nKindly help me by calling them ( Discover ID Protection & Notary Team ) ASAP on this Monday, XX/XX/2023, at XXXX ( XXXX ) XXXX ( XXXX XXXX XXXX ) and ask them to extend my account closing date to at-least more than a year as we work through the progress of this complaint, PLEASE. \n\nPlease help me save my card account. I am new to credit. This is my first ever credit card and I dont want it closed due to negligence of Discover Card team. So many other cases can be googled on many platforms like XXXX where many X-Customers voices were diminished like myself because Discover ID Protection, Notary or Customer Protection  agents/team never email so that no records can be saved to hold these agents accountable. Their X-Customers have also raised this issue of receiving very bad customer service and some of the most notorious attitudes by them. \n\nDiscover Card ID Protection Team are closing my card account on XX/XX/2023 ( during holidays season ). Their Notary Team ( part of ID Protection Team ) will certainly be making an excuse that phone call verification wasnt completed or something. Even-though they know that : ( 1 ) There is massive time zone difference between the US and the XXXX ( as the requested form by Discover Card ID protection team is being notarized by the US Embassy XXXX XXXX XXXX XXXX, XXXX on THIS XXXX, XX/XX/2023 ). And ( 2 ) This is holidays season so they might not be able to answer phone calls during this time. \n\nDiscovers Notary Team is not being helpful at all and they Straightforward Refuse to utilize an official email provided by the US Embassy Notary Service for verification -no matter what- as mentioned by their agents on many phone calls I have made to them and requested if they would kindly even consider? Answer has always been a NO. And that they will make a phone call, if not answered, REJECTED, and ACCOUNT CLOSED. Or account closed if the deadline XX/XX/2023, comes before even their Notary Team can attempt to make a phone call ( regardless of when the form was/will be uploaded as these both systems/services/agents dont work together/communicate to each other ). Which is such a shame for a large-scale company like Discover. \n\n\n\n\nComplete Description : ( Discover Financial Services ) issued me a credit card on XX/XX/2023 ( ATTACHED : XXXX ) with {$200.00} limit. During my application process I mentioned and uploaded my University Letter as a proof that I would be studying for some time abroad, yet they pulled a hard inquiry on my credit, took a couple of days to complete their checks and finally about a week later approved me. I was incredibly happy since this is my first ever credit card and would help to build my credit profile slowly, so I was really grateful. \n\nBut sometime in the beginning of XXXX without my knowledge they blocked my card. I only realized when I found myself embarrassed at the register of a grocery store on XX/XX/XXXX. \n\nTo understand why that happened I called them, and I was faced with some of the worst experiences and attitudes by their Customer Protection Service who then transferred me to their even worse High Security Team, and later I was transferred to their ID Protection Team. I received bad experience and really awful attitude by their agents who did not want to serve me ( just because I was abroad? ) I felt completely rejected and humiliated by the way they treated me just by asking what happened. There was zero apology requested by them on blocking my card all of a sudden. ID protection dept asked me of ID proofs. To which I sent my Passport, Social Security Card and my Bank Statement but they were not happy, asked me to have a form notarized and sent an email with instructions ( ATTACHED : XXXX, XXXX, XXXX, XXXX, XXXX ). \n\nI then went ahead and paid {$25.00} service fee for the notary, completed notarization process, submitted notarized form to them and waited for almost XXXX weeks and no answer was received. \n\nI then rang up their ID Protection Team on XXXX. Agents on this line are always very rude with an upsetting attitude in their voice. They surprised me that notarized form was rejected by their Notary team. They then told me that I should have it notarized only from a US-Based Bank/Credit Union/UPS Store XXXX I asked what the solution for me is since you knew I would be abroad even during my application. They said they can only accept notarized form from the US Embassy.\n\nUS Embassy did not have any appointments available, so I constantly ( days and nights ) checked their website to have some luck. I finally have been able to book my appointment in the US Embassy XXXX, XXXX XXXX on XX/XX/2023 ( Tuesday ) and once again this time I will be spending {$50.00} for notary and {$70.00} for my travel expenses to XXXX. But there are THREE MAJOR PROBLEMS. \n\n1. They have sent me Two types of forms ( conflicting information ) one that was attached in the email itself ( ATTACHED : Email Notary Form, 3 Sections ), and the other that opens up after I clicked a LINK ( XXXX XXXX XXXX ) provided in that same email ( ATTACHED : XXXX Notary Form, 4 Sections ). Both forms are similar with one major twist. \nEmail Notary Form has 3 Sections and is able to be attested by US Embassy in my case due to being non-US Citizen and visiting Abroad at the same time. \nXXXX XXXX XXXX has 4 Sections and excludes me as it doesnt give any option for non-US Citizens who are visiting abroad. \nI have tried several times to understand if they would accept the Notarized Email version form since that XXXX doesnt exclude me due to being non-US Citizen requesting US Embassy to Notarize. But I have not received any answer from them. They dont have email that one can reach to ask questions, even if you try to find one, they never responded because they dont want to be held accountable of their actions. I have even uploaded my questions in their Upload link provided instead of Notarized form just so it can reach the people who are looking into my case, but to this day I have not received any response. I called them but I received very little assurance on using the email version of the form I say that because they still didnt send me in email that I can use that Even-though agent said he has put note into my file that it will be ok, and that it should be fine even if the complete 5 pages were not sent by Discover to me, form which is page 4 of 5 is still ok to be brought to embassy without page number printed due to embassys policy on having full pages of the form otherwise no notary service. Agent said he dont know where the other pages of this email version of the form are, but feel free to bring this page only and later submit to us, this should be fine. I am submitting this here so in case their Notary team rejects this after I submit it on XX/XX/XXXX then we can hold this company accountable of providing false reassurance and once again letting me lose my money and time. \n\n2. Deadline to close my account is XX/XX/2023, which is holiday season. If I submit my form on XXXX XXXX ( as soon as I complete my Notary appointment in the US Embassy ) there is a major problem that their Notary is very old school and only verifies this form by calling phone numbers. US Embassy has said they will share a phone number and an email ( which is their preferred way of verifying ) for this verification purposes. But thinking of massive time zone differences between the US and the XXXX it is highly unlikely that Discovers Notary team will ring at the same time while US Embassy Notary team is also working ( working hours : XXXX  and XXXX  afternoons, as well as XXXX  mornings, XXXX XXXX XXXX XXXX XXXX and be able to verify the form that will be submitted to them on XX/XX/XXXX. Due to holidays, it would be almost impossible to have this phone call go successfully. I have asked Discovers ID protection agents on phone if their Notary Team would consider sending an email to Embassys Notary Staff due to the situation complications ( i.e., time difference, holidays )? They straight out refuse and say if our Notary team calls them, and they dont respond then Account Closes. \n\n3. Discover Cards ID Protection Agent also mentioned that Notary team dont look into forms until about two weeks after submission. I then asked would you be able to update me via email on the status of what happens after I submit the form? She said No, we dont do emails/texts. You must call us to know ( with a very nasty attitude ). I then asked what happens if my form is uploaded on XX/XX/XXXX, but my account deadline ( XX/XX/XXXX ) arrives? She said account closes and submission cancels automatically. I asked if this is worth the trouble for me to go all these hoops to get that done? She said she doesnt think so and can help me close my account right away ( which is why I think Discovers ID Protection team is so awful ). I then asked her to let me speak to her supervisor regarding the forms she said I will be called but I never was. And no supervisor ever cared how much distressed these people have caused me. I asked that lady why would my account still close even if I submitted the form? She mentioned because the upload system and Notary are two different things one doesnt talk to the other. If account is in date only then Notary team sees the form, Or Notary team never sees that form if the account closed. I requested if Notary would be able to prioritize my form upon submitting and consider verifying via phone/email ( as most preferred way due to previously mentioned reasons ) she mentioned No we dont do priority. I was so disappointed. She made me feel so little by exerting her power as she is sitting in this position and made me feel like I am wasting her time ( the way she rushed to answer my questions without even letting me finish my sentences ). Again, when I asked for her supervisor due to her poor communication skills, lack of knowledge regarding two types of Notaries forms I received via email, her disregard and lack of empathy towards me, she said OK she will. But they never did. So pathetic and disrespectful person who is handling ID Protection Team in Discover Card.","date_sent_to_company":"2023-12-17T02:48:19.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"198XX","tags":null,"has_narrative":true,"complaint_id":"8012082","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2023-12-17T02:35:54.000Z","state":"DE","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Kindly help me by calling them ( Discover ID Protection & Notary Team ) ASAP on this Monday, XX/XX/2023, at XXXX ( XXXX ) XXXX ( XXXX XXXX XXXX ) and ask them to extend my account closing date to at-least <em>more</em> <em>than</em> a year as we work through the progress of this complaint, PLEASE. \n\nPlease help me save my <em>card</em> account. I am new to credit. This is my first ever credit <em>card</em> and I dont want it closed due to negligence of Discover <em>Card</em> team."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[9.904866,"8012082"]},{"_index":"complaint-public-v1","_id":"3603698","_score":9.84385,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"This is a formal complaint against Equifax Information Services, LLC. SINCE I DO NOT RECEIVE ANY CORRECT RESPONSE TO THE DISPUTES I HAVE BEEN MAKING EQUIFAX SINCE I HAVE FOUND THAT I AM A VICTIM OF IDENTITY THEFT. I WANT TO XXXX  IN THIS COMPLAINT THAT I THANK THE AGENTS OF EQUIFAX INTERNAL DEPARTMENT, FOR HAVING A SO FRIENDLY, PROFESSIONAL AND PATIENT DEAL TO HEAR MY DISPUTES AND TRY TO HELP ME AND I UNDERSTAND THAT THIS IS NOT IN HIS HANDS, I KNOW THAT THEY HAVE DONE WHAT IS HUMANLY POSSIBLE TO HELP ME THE TIMES THAT I CALL BY TELEPHONE, THAT IS WHY I DECIDE TO MAKE THIS COMPLAINT, HERE THE PROBLEM AND THAT I DO NOT SEE IT END IS THAT THERE IS A DEFICIENCY IN THE TECHNOLOGICAL SYSTEM, A DISAPPOINTED COMMUNICATION WITH THE DEPARTMENT AND THE DEPARTMENT THAT RECEIVES IT AND UPLOADS IT FOR DISPUTE. MY THANKS TO THEM. STORY : THIS COMPLAINT THAT I AM MAKING IS TO REPORT TO THE CFPB AND THE FTC, ALL THE IRREGULARITIES AND INCORRECT INFORMATION THAT EQUIFAX IS REPORTING IN MY PERSONAL CREDIT WITH THEM, THIS SITUATION HAS BEEN HAPPENING SINCE XXXX, I HAVE BEEN VICTIM OF THEFT SUBMITTED SEVERAL POLICE REPORTS, FTC ID THEFT REPORTS AND EQUIFAX DOES NOT RESPOND TO MY DISPUTES AND DOES NOT BLOCK THE INCORRECT INFORMATION THAT IS REFLECTED IN MY CREDIT BY BREACHING ALL FEDERAL LAWS OF FAIR CREDIT SECTION 605B AND 6 ( A ) IF AN INFORMATION IS DISPUTED FOR MORE THAN 30 DAYS AND THE CREDIT IS NOT RESPONDING AND A DEBT CAN NOT BE VERIFIED AND IF THE AFFECTED ( Y0 ) IS A VICTIM OF IDENTITY THEFT THE CREDIT AGENCIES MUST PERMANENTLY BLOCK ALL THE INFORMATION THAT IS PRODUCED OF THIS, IN THE NEXT 5 DAYS ONCE THIS HAS BEEN REPORTED, AS WELL AS CREDITORS CAN NOT REPORT ANY MORE. BELOW I WILL LIST EACH OF THE IRREGULARITIES THAT EQUIFAX IS DOING IN MY CREDIT WITH THEM : 1. IN XX/XX/XXXX I SUBMITTED A POLICE REPORT, FTC AFIDAVIT, FTC REPORT AND EQUIFAX 'S RESPONSE WERE THEY WERE NOT ABLE TO DISPUTE THE INFORMATION BECAUSE I HAD NOT SENT A COPY OF THE SOCIAL SECURITY, WHEN NOT IT IS ALWAYS CERTAIN THAT I MAKE A DISPUTE I SEND ALL THE INFORMATION THAT THEY REQUEST, WHEN I CLAIM THAT, THEY ANSWER ME WITH ANOTHER EXCUSE THAT THEY NEEDED ANOTHER ADDITIONAL ID THAT THEY HAD SENT, I SEND A COPY AND EXIT THEM WITH ME THEY CAN NOT DISPUTE INFORMATION WITH THE POLICE REPORT THAT I SENT BECAUSE XXXX MONTHS HAD ALREADY PASSED AND THE POLICE REPORT WAS NOT ALL THE ACCOUNTS THAT WERE DISPUTING, EACH TIME A DIFFERENT EXCUSE. CONCLUSION : DO THE SAME IRREGULARITIES FOLLOW AND CAN NOT BE DISPUTED? RESULTS????? LOST TIME AND MONEY, MORE UNFORTUNATE FOR ME. \n2. WHEN I SEND ALL THE DOCUMENTS THAT THEY REQUEST TO SUPPORT THE DISPUTE FOR IDENTITY THEFT, THEY TELL ME THAT THE DOCUMENTS DO NOT COME TO THEM AND IF THEY COME, THEY COME TO THEM INCOMPLETE, MADE IMPOSSIBLE BECAUSE I SEND EVERYTHING IN THE SAME MAIL AND LOW MAIL THIS IS AN IRREGULARITY THAT MUST NOT HAPPEN. BECAUSE THE FEDERAL MAIL CAN NOT DECIDE AND CAN NOT VIOLATE THE CORRESPONDENCE OF OPENING THE ENVELOPE AND DECIDING WHICH DOCUMENTS ARE DELIVERED AND WHICH NOT? THIS IS ANOTHER VIOLATION FROM EQUIFAX AND WHO RECEIVES THE DOCUMENTS AND DOES NOT DO THE RIGHT THINGS. \n3. IRREGULARITY AND THE MOST IMPORTANT, HAVE ME BLOCKED VIA ONLINE, I CAN NOT MAKE ANY DISPUTES, FACT THAT AFFECTS ME TERRIBLY, BECAUSE? I EXPLAIN : I HAVE TO MAKE THE DISPUTES VIA POSTAL CORRESPONDENCE, BUT IT IS IMPOSSIBLE TO VERIFY IT WITH THEM, BECAUSE ALTHOUGH I SEND IT A CERTIFIED MAIL AND I RECEIVE THE SIGNED AND RECEIVED CARD, THEY SAY THAT THEY DON'T ARRIVE TO THEM, THEY SAY NO MAIL WORSE EVEN THAN IT DOESN'T COME FULL THEN HOW CAN I MAKE THE DISPUTE CORRESPONDING WITH WHAT I SEND THEM IF THEY ARE NOT MAKING THE DISPUTE TO ME THAT I REQUEST. MY QUESTION IS THIS??? THE LOCKING SYSTEM DOES WORK TO BLOCK ME SO I CAN NOT DISPUTE INFORMATION ON LINE, BUT THAT SAME SYSTEM DOES NOT WORK FOR YOU TO BLOCK ACCOUNTS THAT HAVE BEEN OPEN UNDER IDENTITY THEFT. THIS IS IRRATIONAL. \n4. IRREGULARITY AND THIS IF I HAVE EVEN MORE CONCERNED AND STRESSED ON THE EDGE OF MADNESS, EMOTIONAL WEAR IS NOT NORMAL. I WANT TO KNOW AND I REQUEST ANY DOCUMENT BECAUSE THE EQUIFAX REPORT DAILY AND CONSTANTLY CHANGES, EVERY DAY DOES IT HAVE A DIFFERENT INFORMATION TO THE ONE DISPUTED THE PREVIOUS DAY? AND WORSE IS AN ACCOUNT REMOVED AND THEN I CALL THE NEXT DAY AND THE SAME ACCOUNT IS REPORTED BUT IT CHANGES STATUS? WHAT'S HAPPENING WITH THIS? TO ME UNDERSTAND THE EQUIFAX SYSTEM IS VERY VULNERABLE TO ID THEFT AND THE WAY IT HANDLED IS EVEN MORE WRONG, BECAUSE THEY SAY THE ACCOUNTS ARE BLOCKED, BUT THE NEXT DAY IT SHOWS WHAT TO DO? I HAVE TO BE CONSTANTLY MAKING A COMPLAINT TO THE CFPB SO THAT I CAN VERIFY WHAT I DOTHE DISPUTE? THIS SHOULD NOT HAPPEN, IT IS SUPPOSED THAT THEY SHOULD DISPUTE WITH THE LETTERS AND REPORTS FROM THE POLICE AND THE FTC, WHICH I SEND VIA FEDERAL AND CERTIFIED CORRESPONDENCE. THIS FACT IS ABNORMAL, AND IRRATIONAL, IT HAS NO LOGIC. I DO NOT RECEIVE ANY GOOD NEWS FROM EQUIFAX. AM I TIRED OF BEING CALLING ON THE PHONE TO VERIFY IF MY CORRESPONDENCE IS REACHING YOU? AND MORE SAD EVEN YOUR IRRATIONAL RESPONSE MRS. XXXX THE CORRESPONDENCE DOES NOT COME AND THE ONE THAT ARRIVES IS INCOMPLETE. MUST DO IT AGAIN, REALLY I DON'T KNOW WHAT TO DO. \n5. THIS MAKES ME VERY WRONG, NERVOUS AND VERY STRESSED. I HAVE REALIZED THAT THE DISPUTE AND VERIFICATION SYSTEM DOESN'T WORK AS IT SHOULD BE, I GO BACK AND I REPEAT IS VULNERABLE FOR IDENTITY THEFT, BECAUSE IT DOESN'T WORK WELL? OR AT LEAST WITH ME NO, THIS IS VERY DELICATE AND DANGEROUS, WITH ALL THE ACCOUNTS I HAVE TO COMPLAIN WITH THE CFPB AND THE FTC AND ALL THE FEDERAL CONSUMER SUPPORT AGENCIES TO REPORT ALL THE ACCOUNTS THAT EQUIFAX SAYS IT BLOCKS AND NO IT IS TRUE? EQUIFAX IS SUPPOSED TO VERIFY THE INFORMATION AND SEE ALL THE DOCUMENTATION I HAVE SENT TO REPORT THE ID THEFT AND THE INFORMATION I REQUEST IS BLOCKED, BUT IT IS NOT MADE BY THEM. THIS IS TRUE AND I WANT TO PUBLISH IT BECAUSE THIS FACT IS INCONCEIVABLE AND INCREDIBLE??? THIS IS HAPPENING RIGHT NOW AND IT IS AFFECTING ME ECONOMICALLY AND THIS IS A MISTAKE THAT EQUIFAX DOES NOT WANT TO ACCEPT, AND THAT THEY ARE DOING AN XXXX, THEY ARE DOING ALL THE CONTRARY TO WHAT THE FEDERAL LAWS FEDERAL EVEN WORSE I AM A VICTIM OF ID THEFT AND THAT I AM SENDING ALL THE DOCUMENTATION TO SUPPORT MY DISPUTES. IN FACT ON XX/XX/XXXX, I MADE A COMPLAINT IN CFPB AGAINST XXXX XXXX, FOR AN ACCOUNT THAT EQUIFAX IS REPORTING, UPLOADED THE SAME INFORMATION THAT I SENT TO EQUIFAX TO DISPUTE THE ACCOUNTS THAT ARE NOT MINE. AND XXXX XXXX ANSWERED ME BACK ON XX/XX/XXXX, XXXX 10 DAYS LATER, TEXTUAL TO CFPB XXXX No : XXXX ref : XXXX WERE WRITING IN RESPONSE TO YOUR RECENT CORRESPONDENCE TO THE CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ). WE HAVE REQUESTED TO HAVE YOUR CREDIT REPORT UPDATED. WE UNDERSTAND HOW ALARMING IT MAY HAVE BEEN TO SEE AN UNEXPECTED ACCOUNT ON YOUR CREDIT REPORT. USING THE INFORMATION PROVIDED WITH YOUR CORRESPONDENCE, WE CONFIRMED SOMEONE ELSES ACCOUNT WAS BEING INCORRECTLY REPORTED ON YOUR CREDIT REPORT. WE APOLOGIZE FRO THE CONFUSION AND HAVE SUBMITTED THE REQUEST TO HAVE THE ACCOUNT REMOVED. WE ASK THAT YOU ALLOW THREE TO FIVE DAYS FOR THE PROCESS TO BE COMPLETED. WE UNDERSTAND HOW UNSETTLING IT CAN BE TO BE A VICITM OF FRAUD. YOU CAN LEARN MORE ABOUT HOW TO PROTECT YOURSELF FROM IDENTITY THEFT AND WHAT TO DO IF YOU THINK YOU MIGHT BE A VICITM BY VISITING XXXX AND FOLLOWING THE SECURITY CENTER LINK AT THE BOTTOM OF THE PAGE. YOU MAY ALSO WISH TO VISIT WWW.IDENTITYTHEFT.GOV WHICH IS THE FEDERAL TRADE COMMISSIONS ONE-STOP RESOURCE FOR IDENTITY THEFT VICTIMS. THE SITE PROVIDES CHECKLISTS AND INFORMATION TO GUIDE THROUGH THE RECOVERY PROCESS. WE HOPE WEVE ADDRESSED YOUR CONCERN. NOW WELL UP TO HERE, I TOLD MYSELF THAT I AM RECEIVING THE RESPONSES FROM THE CREDITORS, THE UNUSUAL AND UNIMAGINABLE. THE NEXT DAY, XX/XX/XXXX, EQUIFAX REPORTS AGAIN IN MY CREDIT THE ACCOUNT XXXX XXXX THAT I DISPUTE WITH XXXX XXXX AND WITH A LETTER IN WRITING AND RECEIVED BY THE CFPB PORTAL WHERE XXXX XXXX VERIFIED THAT THAT ACCOUNT DOES NOT BELONG TO ME. MY QUESTION?  WHY DOES EQUIFAX KEEP REPORTING INCORRECT INFORMATION UNDER MY NAME? THIS LETTER WILL BE SENT THROUGH THIS WAY COUNT THIS COMPLAINT AS IT WAS REPORTING TO EACH ONE OF THE EERORS THAT DAILY THEY DO UNDER MY CREDIT.","date_sent_to_company":"2020-04-13T07:35:59.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33137","tags":null,"has_narrative":true,"complaint_id":"3603698","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2020-04-13T02:06:45.000Z","state":"FL","company_public_response":null,"sub_issue":"Information belongs to someone else"},"highlight":{"complaint_what_happened":["IN XX/XX/XXXX I SUBMITTED A POLICE REPORT, FTC AFIDAVIT, FTC REPORT AND EQUIFAX 'S RESPONSE <em>WERE</em> THEY <em>WERE</em> NOT ABLE TO DISPUTE THE INFORMATION BECAUSE I HAD NOT SENT A COPY OF THE SOCIAL <em>SECURITY</em>, WHEN NOT IT IS ALWAYS CERTAIN THAT I MAKE A DISPUTE I SEND ALL THE INFORMATION THAT THEY REQUEST, WHEN I CLAIM THAT, THEY ANSWER ME WITH ANOTHER EXCUSE THAT THEY NEEDED ANOTHER ADDITIONAL ID THAT THEY HAD SENT, I SEND A COPY AND EXIT THEM WITH ME THEY CAN NOT DISPUTE INFORMATION WITH THE POLICE REPORT THAT"]},"sort":[9.84385,"3603698"]},{"_index":"complaint-public-v1","_id":"15854850","_score":9.842129,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I submitted my initial claim with Wells Fargo within the required 60-day timeframe. This filing provides additional supporting information and documentation related to that timely claim, to ensure the record is complete and that all evidence is reviewed. \n\nINCIDENT OVERVIEW : On Friday, XX/XX/XXXX, while experiencing a mental health crisis, I received a fraudulent text message from XXXX impersonating a Wells Fargo security alert. \nThe text read : Wells Fargo Security Alert : Did you authorize @ XXXX XXXX  XXXX for the amount of {$600.00}? If so reply Y for YES ; N for NO. If HELP reply help to OPT out this message. \nI replied N. Immediately, I received another text : Wells Fargo Security Alert : Thanks for confirming this transaction your debit card will be blocked & a call will be generated shortly. Case # XXXX. \n\nMoments later, I received a phone call from the same number. The caller impersonated a Wells Fargo fraud department representative. \n\n\nTHE SCAM CALL : The Wells Fargo Impersonator claimed fraudulent activity occurred in XXXX, verified I had my debit card ending in XXXX, and pressured me to log into my Wells Fargo app. He told me to expect Wells Fargos automatic email notifications at each step. Because I did receive legitimate Wells Fargo system emails, I believed the transactions were authentic. \n\nThe scammer exploited Wells Fargos legitimate security alerts to gain my trust. I did not knowingly or willingly authorize these transactions. I was deceived into completing actions under false pretenses. \n\nThe impersonator claimed fraudulent activity had occurred on my account in XXXX  and asked if I still had my debit card ending in XXXX. I confirmed that I did. He asked whether I had ever lost the card ( I said no ), and then pressured me to log into my Wells Fargo phone app under the pretense of confirming that my password had not changed. \nHe insisted that Wells Fargo needed to secure my account and created a sense of urgency, making it appear that if I did not comply, I would immediately lose access to my funds. \n\nThe impersonator told me to expect Wells Fargos automatic security emails at each step. When those legitimate system emails arrived- as Wells Fargo normally sends for account changes or transfers- it reinforced the impression that this was a genuine Wells Fargo process . The scammer deliberately exploited Wells Fargos own security alerts to build credibility and mislead me into believing the activity was safe. \n\nHe further reassured me that Wells Fargo would never ask for personal information, a statement consistent with what legitimate bank representatives say. This tactic disarmed me further and made the fraud more convincing. \n\nAt no time did I knowingly or willingly authorize fraudulent transactions. Each step was carried out under false pretenses created by the scammer, who manipulated me into believing I was protecting my account when in fact I was being defrauded. \n\n\nHOW THE SCAM PROGRESSED : The impersonator methodically directed a sequence of steps designed to mimic legitimate Wells Fargo procedures and to strip away my defenses : He stated that Wells Fargo would be closing my account and coached me through adding what he claimed was a temporary card to XXXX XXXX. \nHe then demanded that {$10000.00} be shifted from savings into checking, presenting it as necessary to have all funds in one account for the supposed transition. \nAfterward, he required me to confirm receipt of a Wells Fargo system-generated email. Because these were legitimate notifications that I normally receive when changes are made, this step reinforced the false impression of authenticity. \nHe next directed that {$9900.00} be moved from checking into XXXX XXXX. \nHe then walked me through manually adding what he described as a new temporary Wells Fargo card to XXXX XXXX. This process was deliberately crafted to mirror something a real Wells Fargo representative had once shown me. Although he did not explicitly request it, the process forced me to provide my Social Security number and date of birth within the app. \nHe further instructed that my legitimate Wells Fargo card ending in XXXX and the so-called temporary card ending in XXXX both be deleted, claiming they were no longer active. \nFinally, he stated that since it was after business hours in Central Time, the remainder of the account security process would be completed the following morning at a Wells Fargo branch, with him remaining on the phone at XXXX XXXX  to assist. \n\n\nREALIZATION AND REPORTING After the call, I phoned a relative who immediately told me it was a scam. I then : Called Wells Fargo, who confirmed fraud and opened a claim. \nContacted XXXX XXXX and XXXX XXXX XXXX, but both refused to investigate despite repeated requests. \nXX/XX/XXXX : Filed a police report at XXXX XXXX. At XXXX XXXX, the scammer called again from the same number. I disengaged and police advised me not to engage further. \nFiled a complaint with the FTC and placed fraud alerts and freezes with all three credit bureaus. \n\n\nMENTAL HEALTH CONTEXT : This scam targeted me at a time of significant vulnerability : On the morning of XX/XX/XXXX, I had a session with my XXXX  where I described worsening symptoms and XXXX XXXX XXXX XXXX. He determined I required a higher level of care than he could provide and recommended that I begin XXXX XXXX for additional support. \nImmediately afterward, I drove from XXXX to XXXX XXXX to collect medical expense documentation from two different offices. Both attempts were unsuccessful, leaving me exhausted, stressed, and without the records I needed. It was during this difficult moment that the initial fraudulent text arrived. \nThese events, compounded by sleep deprivation, emotional strain, and the sudden transition plan to XXXX XXXX, created a state of acute distress that the impersonator exploited when he called. \nThis vulnerable condition was deliberately leveraged by the scammer, and it directly impacted my ability to recognize the deception for what it was. \n\n\nFINANCIAL IMPACT : The stolen money came from my Texas Retirement System account, accrued during four years of service at the XXXX XXXX XXXX. I had lawfully withdrawn these funds as part of my attempt to create stability - either by reducing debt or preparing for a possible relocation due to declining quality of life in XXXX. \n\nLosing these retirement funds at the same time I was under acute emotional distress compounded the devastation of this scam. It erased the financial security I had intentionally set aside for my well-being and has left me with both severe financial hardship and increased psychological strain. \n\n\nFURTHER ACTIONS TAKEN WITH EACH INSTITUTION : WELLS FARGO : XX/XX/XXXX : Called to provide additional details, including my mental health state. Representatives refused to take notes or escalate. \nXX/XX/XXXX : Told to email my therapist letter to XXXX. I sent it at XXXX XXXX. \nXX/XX/year> : Detective XXXX XXXX contacted me. I uploaded the same documents ( therapist letter, screenshots, police report ) to his secure folder. \nXX/XX/XXXX : XXXX XXXX said no record of my XXXX  letter. She told me to resend and fax it. At Wells Fargo XXXX XXXX, employee XXXX XXXX faxed the documents at XXXX XXXX. I received confirmation. \nXX/XX/XXXX : Claim denied. I asked if I could appeal this decision and XXXX XXXX repeatedly said, firm denial. He finally allowed me to me speak to someone in a higher position. XXXX XXXX admitted evidence ( XXXX  letter, phishing texts ) had not been reviewed. She also stated that no appeals process exists. \n\nXXXX / XXXX XXXX  : I contacted XXXX XXXX several times. Each time, representatives refused to create a claim or investigate, instead placing responsibility on me. \nDespite Wells Fargo confirming fraud, XXXX took no meaningful action to help recover the funds. \n\nXXXX XXXX XXXX : I called XXXX XXXX immediately after the fraud. Representatives said they would not investigate and that nothing could be done. \n\nXXXX : XX/XX/XXXX : Called XXXX, spoke with XXXX XXXX. He said they could not search by SSN but would file an identity theft report. I provided my last four SSN digits, DOB, and card digits. Ticket # XXXX was issued. \nSame day : XXXX requested a police report. \nXX/XX/XXXX : I submitted a request for my police report to the XXXX of XXXX XXXX XXXX XXXX. I was informed that it could take 10+ business days for me to receive the police report. \nXX/XX/XXXX : Received another scam text from XXXX. XXXX XXXX told me not to engage and said he would contact XXXX. \nXX/XX/XXXX : Called XXXX XXXX XXXX  to see if they could track the calls & texts from Wells Fargo impersonator. The representative was confused and struggled to assist me. \nXX/XX/XXXX : XXXX XXXX from XXXX emailed me that no account was created with my information and closed the case. \nXX/XX/XXXX : I followed up, asking XXXX to check whether any account was tied to the new number and what information was searched. I also informed them that I was still waiting on the police report and that Detective XXXX would be contacting XXXX directly. No reply. \nXX/XX/XXXX, I received access to my police report from XXXX XXXX XXXX XXXX XXXX XXXX. \nXX/XX/XXXX : I followed up again, asking XXXX to check whether any account was tied to the new number and what information was searched. Still no reply. \nXX/XX/XXXX : I check in with Detective XXXX and he shared his findings about XXXX and informed me that he was still investigating and to hang tight. \nXX/XX/XXXX : In coordination with Detective XXXX, I provided the police report to XXXX and followed up on my previous unanswered emails. \n\n\nONGOING WORK WITH LAW ENFORCEMENT : Detective XXXX and I have communicated consistently since XX/XX/XXXX. He continues to investigate, with his last message to me on XX/XX/XXXX. Specific dates and details are listed in the details above. \n\n\nCURRENT STATUS : Wells Fargo denied my claim. \nXXXX XXXX refused to investigate despite repeated requests. \nXXXX XXXX XXXX refused to investigate at all. \nXXXX initially responded but then ceased communication. \nThe scam has devastated my finances and mental health. I can now only manage about 10 hours of work per week. This loss of income compounds the financial devastation. \n\n\nSYSTEMIC VULNERABILITIES EXPLOITED BY THE SCAMMER : This was fraud and manipulation - not informed consent. I was deceived into completing actions under false pretenses. The scammer exploited weaknesses in multiple systems : Wells Fargo : Automatic security emails were used to create a false sense of legitimacy. \nXXXX XXXX : XXXX  XXXX transfer system ( via XXXX XXXX XXXX  ) provides no recourse once funds are sent-even if the recipient is a scammer. \nXXXX : Minimal identity verification during onboarding makes it easier for scammers to create and misuse accounts. \n\nThese systemic limitations compounded the harm I suffered, making recovery exceptionally difficult. \n\n\nSUPPORTING EVIDENCE SUBMITTED : Police report and other documents pertaining to this report Screenshots, texts, emails and fax XXXX  letter documenting my mental state Wells Fargo system emails exploited by the scammer CONCLUSION AND REQUEST : I request that the CFPB : 1. Recognize this as fraud. \n2. Require Wells Fargo to fully review my evidence.\n\n3. Reverse claim denials or inaction.\n\n4. Secure financial recovery and take corrective action so these systems can not be weaponized against other consumers.","date_sent_to_company":"2025-09-11T15:47:13.000Z","issue":"Fraud or scam","sub_product":"Mobile or digital wallet","zip_code":"78660","tags":null,"has_narrative":true,"complaint_id":"15854850","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-10T07:31:15.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Although he did not explicitly request it, the process forced me to provide my Social <em>Security</em> number and date of birth within the app. \nHe further instructed that my legitimate Wells Fargo <em>card</em> ending in XXXX and the so-called temporary <em>card</em> ending in XXXX both be deleted, claiming they <em>were</em> no longer active."]},"sort":[9.842129,"15854850"]},{"_index":"complaint-public-v1","_id":"4841606","_score":9.404816,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"UPDATEXX/XX/XXXXI have an issue with Experian still holding a negative impact on my credit score re : a late payment during COVID (XX/XX/XXXX) on a XXXX XXXX XXXXXXXX card I hadnt been using at all, but must have had a small auto pay from a subscription. We were letting our mail sit and letting the XXXX envelope sit longer because I knew I hadnt been using the card due to poor service when traveling, but one day I checked my XXXX score on my XXXX account to find it had dropped significantly due to XXXX dropping my credit line from nearly $ XXXX to {$500.00} over the delinquency of a balance less than {$40.00} during COVID for a customer of roughly 25 years. I immediately paid the bill and closed the account so that wouldnt happen again. This has made rectifying the problem with XXXX impossible and caused lasting issues with Experian. I had tried to correct this individually with each credit reporting company. XXXX and XXXX have removed the impact of the negative incident with XXXX ; Experian is still a problem as they continue to factor it into their score. They were unreachable by phone or email at the time to resolve the issueI gave up, but have recently added their app in hopes of getting through to them. Please inform Experian that they need to REMOVE the XXXX incident and restore my score. \n\nORIGINAL COMPLAINT BELOW : Note : This is a general dispute letter I have drafted to get the 3 credit bureaus to adjust my credit score back into the good standing it was prior to the retaliatory action taken by XXXX XXXX XXXX  for nonuse of a credit card and 1 delinquent payment during the start of COVID 19. My credit score instantly dropped 78-86 points on an account that had been closed and on which XXXX XXXX XXXX had unfairly dropped my credit limit from {$69000.00} to {$500.00} despite impeccable payment history for 25 years. It should also be noted thaXXXX XXXX XXXX XXXX was asked to contact the credit bureaus to rectify this problem, but despite the agent 's shock at XXXX XXXX XXXX XXXXs drastic action, said they couldn't do anything because I had closed the account. I asked them to please explain how I am to correct this egregious action if they don't send updated info to the credit bureaus ... Catch 22? They indicated that I had to contact the credit bureaus on my own to fix the problem. I called all 3. XXXX submitted a dispute as did XXXX after logging it in online, but Experian has been having tech difficulties on both phone calls and online/app services such that I had to submit a written dispute to their headquarters, which I promptly did via sending off the letter below. I have since adjusted the letter to address all 3 credit unions as it appears no actions have been taking to restore my excellent credit score after this one incident dinged my score my 78-86 points. Yikes!!! Please keep in mind that screenshots and links to other documents did not copy/paste to this response, but are included in the uploaded document. Start of Letter : 3-Credit Bureau Credit Dispute with XXXX XXXX XXXX  Credit Card : Social Security Email address : Current Address : Old Address : DISPUTE : To Whom it May Concern at Experian, XXXX, and XXXX, XXXX have had a XXXX XXXX XXXX credit card since XXXX. We were good customers for roughly 25 years. Over the years, I have had issues with B of A customer service and credit-card policies that have caused me to stop using the card as my primary credit card : Backdrop : XXXX ) During the late XXXX, I wrote a check ( when people used to still hand write checks ) for {$1200.00} for payment, they cashed it for {$12000.00} because we had an auto backup account to our savings for overdrafts. XXXX XXXX XXXX  took no responsibility for their error and I was told that I would now have to wait out an FBI investigation ( several months ) because the amount was over {$10000.00}, meeting the threshold that apparently triggered an automatic investigation. That was painful, but I kept the card and we struggled for cash until the investigation rectified the XXXX XXXX XXXX  error. 2 ) During several times of travel over the years, XXXX XXXX XXXX canceled my card without warning, including a car trip to visit my daughter at college 6 hours away, where I stopped in XXXX, CA at XXXX ( 2 hours from home ). By the time I got to my destination, the card had already been canceled. Hugely inconvenient to say the least! Thank XXXX I had another card I could use for gas on the way home. This happened on multiple occasions during other travel. As a result of poor customer service and credit card policies at XXXX XXXX XXXX, I felt that they were no longer a reliable source of credit and chose to make it my backup card instead of the primary card it had been for 20+ years. However, I chose to keep the card vs close it because they had raised my credit limit to {$69000.00}, and I figured Id keep it as an emergency card due to the high limit. Strangely, I had never asked for my limit to be increased... they did it automatically. Fast forward to XX/XX/XXXXand COVID 19 ... I was still not using my XXXX XXXX XXXX card for purchases and had transfered all of my utilities and other bills onto autopay with other credit cards. During the early months of XX/XX/XXXXafter COVID 19, I was not opening my mail as quickly, letting it sit for days for safety reasons ... and paying bills online. I had not attended to the XXXX XXXX XXXX statement because I had not been using the card at all, and assumed there was a zero balance. When I opened the statements for XXXX and XXXX, I was shocked to see there was a balance of {$370.00}, which I immediately paid off upon opening in mid XXXX. I paid {$330.00} on XX/XX/XXXX XXXX ( 3 DAYS LATE ) and {$42.00} cleared on XX/XX/XXXX. SEE XXXX PAYMENT OF {$330.00} ON MY XXXX XXXX XXXX BANKING AND XXXX TRANSACTION OF {$42.00} ( screenshots of payment history from checking account ) CONFIRMATION ON MY XXXX XXXX XXXX STATEMENT FOR XXXX XXXX OF BOTH TRANSACTIONS ( screenshot of XXXX XXXX XXXX Statement ) PAYMENT HISTORY FROM XXXX SHOWS ONE DELINQUENT PAYMENT OF 60 DAYS DURING THE COVID-19 PANDEMIC BECAUSE I DIDNT OPEN MY MAIL ON A CARD I HADNT BEEN USING ( screenshot from XXXX showing payment history of XXXX XXXX XXXX XXXX I believe what happened is that I didnt realize that I would even have any charges on my card that I hadnt been using and from which I had believed I had removed all autopay transactions. However, that being the case, I PAID the total of {$370.00}, much of which was from late charges. My lack of use of the XXXX XXXX XXXX card combined with a couple of honest late payments during COVID 19 because I didnt realize there were charges, seemed to trigger drastic action on the part of XXXX XXXX XXXX toward a long-term good customer. It appears that the action was retaliatory due to my lack of use of the card vs outstanding balance or late payments. Its obvious XXXX XXXX XXXX had not considered 20+ years of good standing, not even during a pandemic on a card that had a very small balance relative to the credit limit they had extended to me based on my good customer standard over many years. It appears that the XXXX XXXX XXXX policy was to drastically reduce credit limits on accounts not in daily use or with a drop in usage and with any late payments. I believe that had my account been accruing interest on large balances or if I had been regularly using the card that XXXX XXXX XXXX would not have dropped my credit limit. Furthermore, I had not received notifications of late payments or been pre-warned that my credit limit would be dropped from {$69000.00} to {$500.00}. I feel that XXXX XXXX XXXX actions were a bit harsh given 25 years of credit history worthy of bumping my credit limit up to {$69000.00}. I feel like their actions are more retaliatory for nonuse of the card, than justified due to late payment, which is once again reflecting poor customer service from XXXX XXXX XXXX. I called them to rectify the situation, but because I had closed the account, they said that they couldnt do anything for me, but confirm that I had closed the account. They instructed me to simply contact the credit bureaus, and even the first phone rep was shocked to see the actions XXXX XXXX XXXX had taken. I have contacted the credit bureaus, but was told that since the account was now closed that there was nothing XXXX XXXX XXXX could do on my behalf. So, on top of their original poor customer service, they have affected my credit rating, and I have no direct ability for that creditor to rectify their poor judgement from their retaliatory policies. All this is not making me a big fan of XXXX XXXX XXXX to say the least!! The XXXX XXXX XXXX action to reduce my credit limit from {$69000.00} to {$500.00} has dramatically impacted and unfairly characterized my credit worthiness relative to my XXXX score and credit scores with the 3 credit bureaus as evidenced by the massive drop of 78 points by XXXX and successive drops by XXXX totalling 86 points. I was first alerted to this on my XXXX Visa online account and was mortified when I saw that it was due to a XXXX XXXX XXXX incident. I have since used XXXX XXXX to trace the sequence of events with XXXX and XXXX, and have made calls to all 3 credit agencies. Experian has been nonfunctional each time I call ... and they are in charge of my credit report when they cant even keep their house in order. I gave up on making contact with them via phone or online app due to technological difficulties, and sent them a dispute letter explaining the unreasonable and retaliatory actions of XXXX XXXX XXXX  for nonuse of their card, and have received no response from Experian. Experian seems to have long-standing tech issues and I have been repeatedly unable to log into their app. Please see these documents to see how my credit limit was unfairly reduced, causing an extreme adverse outcome for my credit score. Links showing dramatic drop of credit score for nonuse and 1-2 delinquent payments that were immediately rectified, despite a 25 year history that warranted automatically raising my credit limit to {$69000.00}. These are links with scene shots from XXXX XXXX for XXXX and XXXX, and a letter sent to Experian. XXXX History from XXXX XXXX XXXX XXXX XXXX from XXXX XXXX XXXX Experian Dispute - ( sent to Experian ) Please feel free to contact me directly at XXXX with any questions. I look forward to your resolution and restoration of my credit score. Many thanks,","date_sent_to_company":"2021-11-08T11:44:42.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"894XX","tags":null,"has_narrative":true,"complaint_id":"4841606","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2021-10-25T17:02:17.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Difficulty submitting a dispute or getting information about a dispute over the phone"},"highlight":{"complaint_what_happened":["Please keep in mind that screenshots and links to other documents did not copy/paste to this response, but are included in the <em>uploaded</em> document. Start of Letter : 3-Credit Bureau Credit Dispute with XXXX XXXX XXXX  Credit <em>Card</em> : Social <em>Security</em> Email address : Current Address : Old Address : DISPUTE : To Whom it May Concern at Experian, XXXX, and XXXX, XXXX have had a XXXX XXXX XXXX credit <em>card</em> since XXXX. We <em>were</em> good customers for roughly 25 years."]},"sort":[9.404816,"4841606"]},{"_index":"complaint-public-v1","_id":"15930310","_score":9.091429,"_source":{"product":"Checking or savings account","complaint_what_happened":"I requested several times in XX/XX/year> and XX/XX/year> that JP Morgan provide information ( Name, Last 4 digits of Account Number, and Financial Institution ) as to who received my money ( approximately ( {$1900.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ). The JP Morgan Customer Service Department replied with a letter dated XX/XX/year>, via the CFPB portal that mentions : We confirmed that the funds went directly to the merchant, we can not give out information about the account the funds were sent to. Weve enclosed copies of the claims letter for your reference. This same letter also mentions : Our records show that when you contacted us to file a claim, you reported it as an unauthorized transaction but when you provided documentation to us, it showed that you canceled with the merchant. \n\nI then replied to this letter on XX/XX/year>, via the CFPB Portal ( See CFPB Complaint XXXX ) with these follow up questions : Are you not able to give out information about the account the funds were sent to because the funds were transferred to the account using debit card information? I ask because you do provide this information when I pay for something by check. XXXX booked me at another hotel and later cancelled the reservation because the merchant never responded to them either as evidenced by the documentation you reference above. Why are you acknowledging the evidence that I did not authorize this transaction to the merchant while at the same time not refunding my money? Furthermore, can you please confirm that you can not provide any account information whatsoever for this merchant despite having given them my money without my authorization? Lastly, why would you suggest that I continue to contact this merchant when they didnt respond to me or XXXX as evidenced by the documentation that you reference? \n\nI then received a follow-up call from the JP Morgan Customer Service Department on XX/XX/year>, and the customer service department informed me that they are not allowed to review the documentation since its not provided by the Claims Department . Therefore, I submitted a follow-up question to JP Morgan via the CFPB portal ( See CFPB Complaint XXXX ) and this follow-up question was as follows : Why did your Customer Service Department post the letter dated XX/XX/year>, to the CFPB portal in response to CFPB Complaint XXXX if they arent allowed to review the documentation referenced in this letter? Wouldnt it make more sense for your Claims Department to have sent the letter directly to the CFPB portal in this case in order to ensure accuracy of the information provided therein? \n\nI then received a phone call from someone claiming to be a merchant on XX/XX/year>, from Phone : XXXX. They said they are not allowed to provide docs to JP Morgan and followed up with an email claiming to have refunded the {$170.00} they received through J.P. Morgan. As a result, I sent a follow up question to JP Morgan on XX/XX/XXXX ( CFPB Complaint XXXX ) asking Is this true and if so then who received the remainder of my money ( approximately ( {$1900.00} minus the {$170.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ) and if you can not provide this information then why? Are you not able to provide this information because the money was transferred using debit card information rather than checking account information and you arent sure who you gave it to or where you have it stored? \n\nI then received more emails on XX/XX/year>, from the merchant claiming that JP Morgan gave them the whole {$1900.00}. The merchant then claimed they cant return the money because they didnt receive the cancellation through their customer service portal. This was circular logic on the part of the merchant for a few reasons among them being : 1 ) I placed the claim with JP Morgan because the merchants systems werent working at the time to allow this type of communication. I explained this to JP Morgan when I placed the claim over the phone. I later provided documentation to support this claim to JP Morgan and the Merchant via USPS. 2 ) The Merchant is the one that made the cancellation of the reservation after I put in this claim with JP Morgan. I also provided documentation to support this claim to JP Morgan and the Merchant via USPS. As a result, my question to JP Morgan and The Merchant on XX/XX/XXXX was : Did you receive this documentation I am referring to and sent via USPS? ( See CFPB Complaint XXXX ). \n\nI then received another email on XX/XX/year>, from this same merchant suggesting I reach out to the person they gave the money to. This is additional circular logic on the part of the merchant and the facts show it may be intentional for a number reasons among them being : 1 ) I requested several times in XX/XX/year> and XX/XX/year> that JP Morgan provide information ( Name, Last 4 digits of Account Number, and Financial Institution ) as to who received my money ( approximately ( {$1900.00} ) from my Chase Acct ending in XXXX in XX/XX/year> ( See CFPB Complaint XXXX ) and I know for a fact that the Merchant is aware of J.P. Morgans response and the subsequent events because their email dated XX/XX/year> is in response to a copy of this CFPB Complaint XXXX which means they received it. \n\nI then responded to this merchant on XX/XX/year>, and gave them a copy of CFPB Complaint XXXX and let them know that I appreciate their responsiveness even though these CFPB Complaints are addressed to JP Morgan since JP Morgan allowed this Merchant to take my money and give it to someone else without my authorization. \n\nThe merchant then sent another email to me on XX/XX/year>, again reiterating that its my fault that they took the money out of my checking account and gave it to someone else. The merchant now claims that they were allowed to withdraw the {$1900.00} from my checking account and give it to someone else ( without my authorization ) because I made the reservation with them using my email account and I didnt cancel it in time. The merchant makes this claim knowing that the conditions around cancellation were tied to the cost of the reservation which in this case was at a cost of {$0.00}. I provided the documentation to show this through USPS. The merchant also knows that their systems wouldnt allow communication between parties for any reason during the cancellation period ( either intentionally or because of a glitch ) and this is why I placed the claim with JP Morgan. I provided the documentation to show this through USPS. And therefore, I posed another question to JP Morgan in response and my question was : Why were you not able to reverse the charges when I initially reported this non-authorized activity and why did you later reverse the credit? ( See CFPB Complaint XXXX ) I then again reviewed said letter from JP Morgan dated XX/XX/year> that was uploaded to the CFPB Portal in response to my CPFP Complaint XXXX and according to this letter We reviewed the claim filed on XX/XX/year>, for the transaction with XXXX for {$1900.00} . The claim was denied because the merchant provided documentation proving that the transaction was authorized. Therefore, my question again to JP Morgan is as follows : Are you aware that the amount that was authorized by the merchant and their acquiring bank ( {$1900.00} ) differs from the amount that was authorized by me when I made the transaction as evidenced by the initial reservation confirmation that I received from XXXX on XX/XX/year> at a cost of {$0.00} and the rules and restrictions stating Cancellations or changes made after XXXX XXXX  ( property local time ) on XX/XX/year> or no-shows are subject to a property fee equal to 100 % of the total amount paid for the reservation which was {$0.00}? I ask because I sent a copy of this to you and the merchant in XXXX via USPS and it was submitted to the CFPB and they acknowledged receipt and I have a copy ( See CFPB Complaint XXXX ). \n\nI then sent the following additional question to JP Morgan ( XXXX ) : When did the transaction with XXXX for {$1900.00} settle and are you aware that the information I provided in CFPB Complaint XXXX also shows that the Merchant made a false statement in their XX/XX/XXXX email when they stated in writing here are your keys. In actuality, the property is locked using a device that requires a security code ( I have photos )? Are you aware that the false claim by the Merchant cant be attributed to a fault by the property owner because this same email acknowledges the property owner hasnt yet provided arrival information ( despite the initial reservation on XX/XX/XXXX claiming that I would be provided with arrival information )? \n\nI then checked my records for the Checking Account Number XXXX and it looks like JP Morgan and the Merchant pulled the money from the account ( {$1900.00} ) on XX/XX/year> ( which out my authorization ) ( one day after I received the initial reservation for {$0.00} claiming that I would be provided with arrival information and approximately one month before the merchant made the false claim that they provided me with the security code that would have allowed me into the property ). As a result, my additional questions to JP Morgan are as follows : Is my claim being denied because the personal information requested by the merchant for what merchants refer to as proof of funds included visa debit card information rather than JP Morgan checking account information? Am I being encouraged to contact the property owner ( which apparently would require going through the Magisterial District Judge for XXXX, PA ) because JP Morgan requires information from the Property Owner in order to corroborate my claim?","date_sent_to_company":"2025-09-14T15:13:19.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"159XX","tags":null,"has_narrative":true,"complaint_id":"15930310","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-09-14T14:56:27.000Z","state":"PA","company_public_response":null,"sub_issue":"Transaction was not authorized"},"highlight":{"complaint_what_happened":["Are you not able to provide this information because the money was transferred using debit <em>card</em> information rather <em>than</em> checking account information and you arent sure who you gave it to or where you have it stored? \n\nI then received <em>more</em> emails on XX/XX/year>, from the merchant claiming that JP Morgan gave them the whole {$1900.00}. The merchant then claimed they cant return the money because they didnt receive the cancellation through their customer service portal."]},"sort":[9.091429,"15930310"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":40,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":40}]}},"product":{"doc_count":40,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":10,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":7},{"key":"Other banking product or service","doc_count":2},{"key":"Savings account","doc_count":1}]}},{"key":"Credit card","doc_count":5,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General-purpose credit card or charge card","doc_count":5}]}},{"key":"Credit card or prepaid 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